With Company response Not resolved

We recieved the card about the recall in November and immediately cut the cord, printed out the label, and did everything according to directions.Now, two months later, we've heard nothing.

Three calls to their customer service number, and they ask for the tracking number, not the confirmation number we were told to keep. The label had their address also as a return address, so there is no reason they should not have received it. We ask for a supervisor, none available. We ask what we can do (send in another part?), no answer.

The reps just repeat, we don't have your package.We plan to call again on Monday, when a supervisor supposedly be there, but if we don't get answers, we will not let this drop!

Monetary Loss: $100.


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same thing happened to me! They asked for tracking number and said they never received the package! I smell a ripoff!


Yes, this situation is worthless.We followed the instructions, everything said the 'claim' would process within 10 days and we are also going on over two months waiting, and in the most serious season in our area for humidity.

We can't wait any longer and we will need to go make a purchase to save our house from the unhealthy conditions it is now suffering. Then we can begin the process of cleaning and disinfecting all the mold and mildew that has resulted from us trusting this process. It is worthless to call, you are just told that there is a back log but "we will process your claim right away" and weeks go by. This is the last straw for us with making purchases, especially appliances, from Sears.

All done with LG as well.

The worst part is, when we sent the claim in for the recall we had looked for what we would purchase as a replacement unit. The one we had was the top of the line in it's day, and we wanted to be sure that we stayed in that category as we have a humidity problem through certain seasons in our area. We found the new unit that we would purchase and we were very happy as the unit was on sale for the entire month at our local Sears store.

Since we were told the claim would process in 10 days we figured with 3-4 weeks until the end of the sale we would be set.

Now almost 8 weeks later, the only thing we have to show for our efforts is the mold growing on practically every surface that isn't wiped down a couple of times a day and of course the sale expired 2-3 weeks ago which means now that using the gift card to replace this unit will end up costing us another $100.THIS IS TOTAL BS!!!!!!!!!

Sears Response

Dear jcsmith1970:

Please accept our sincere apologies for the manner in which your dehumidifier recall has been handled. We certainly understand your frustration with following the directions as described in the card sent to you in November and not hearing anything back. My name is Susan with Sears Social Media Support Escalations team. We are a single point of contact for escalated issues which means that we handle issues start to finish with one dedicated case manager. If you would allow us the opportunity, we would like to connect you with a dedicated case manager to further discuss your experience and see what can be done to turn things around.

At your convenience please contact our office via email at SMAdvisor@searshc.com and a dedicated case manager will contact you directly. In the email, please provide a contact phone number and the phone number the dehumidifier was purchased under (if different than the contact phone number) and we will call you directly. Also, in your email, please provide your screen name (jcsmith1970) you used to post on this site, for reference to your issue, and we do look forward to talking to you soon.

Thank you,

Susan R.

Social Media Moderator

Sears Social Media Support

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