Sears Customer Service

I was online, trying to place an order for a Graco-Cozy dinette highchair, Carin. (Item# smp5880072603 model#1770668-111). I have seen it on Graco for $99.99, and its on Sears.com for $199.99, and I read on Sears.com that Sears price matches, and I called in to place an order, and asked them about price matching, and they told me they could not compare the price for me.

On Monday, Feb 6th/2012, I made an appointment with Sears to fix a leaking in the ice maker and water of my three-year old Kenmore refrigerator. Yesterday, Wednesday, I received a voicemail from Sears letting me know the service will be at home on Thursday from 8:00 am through 12:00 noon. At 11:15 am, the bley van from Sears arrived to my condominium. It was parking in the grass outside for 15 minutes and then left without calling me by phone neither did the driver knock on the door of my apartment.

I called intermediately to Sears and received excuses. Now, most await between 24- 48 hours for the next schedule. I heard from friends that they had the same problem like me. Please can someone check who was the person scheduled in this route on this day Thursday, Feb 9th 2012 to my address. I do have the extended warranty and felt upset with this issue. I hope next time it will better. I hope that! I would like you to take some action about this matter as soon as possible. Thanks.

My husband and I purchased about $3500 worth of appliances at our local Sears on Thursday, February 2, 2012: Kenmore range, Kenmore microhood, Kenmore Elite washer & dryer. We do not own a truck and decided to take advantage of the free delivery, installation and haul away they were offering. We decided Saturday, February 4, 2012 would be the best date to have them delivered due to my husband's work schedule. Though the delivery was supposed to be free, we had to pay $10 for a Saturday delivery but this was fine with us as long as the delivery was guaranteed, and it was.

The delivery guys called early Saturday morning to to let us know they would arrive on schedule. When they arrived, they called to tell my husband that they refused to come up our driveway in fear that their truck might get scratched. My husband looked out the window to see that they had driven a huge semi-truck to deliver our appliances. Our driveway is lined with evergreen trees and the limbs are due for a trimming, but the driveway is in no way impassable. We receive deliveries almost on a weekly basis from other delivery services, such as UPS, FedEx, and USPS, and we have never had an issue or complaint. My husband assured them it would be okay and politely asked them to try and the driver immediately got rude with him and said they were just going to leave and that we'd not be getting our appliances that day.

My husband informed the driver that our delivery was guaranteed for that day and that our current appliances had already been unplugged and sat out in the yard to make it easier for their delivery. My husband also informed them that there is a second entrance to our home that might be easier for them to try. The driver informed my husband that he was the owner of this delivery company Sears had contracted with and that he was not going to risk scratching his truck in any way and therefore would not deliver our appliances that day. He could not offer us any other options.

My husband pleaded with the drivers to wait while we tried to figure something out. He told them they were in no way going to leave with our appliances after we'd worked so hard to get the house ready for them and unplugged our current appliances. The drivers then proceeded to unload my $3500 appliances in the road at the end of my driveway, and to make matters worse, it was about to pour down rain! My husband went door to door trying to find a neighbor with a truck who was willing to come and quickly load up the appliances before they were ruined! Luckily, he found my mother who had one and they drove to the end of my driveway to load the appliances in her truck. The delivery guys quickly loaded them onto the truck as if they were trying to get out of there as fast as they could.

Once the appliances were loaded, they decided their job was done and they were going to leave. They said someone would eventually come out to haul away our old appliances that are currently sitting in our yard. As they were leaving, one of them turned to my husband and said, "Be careful with those appliances. One of them weighs over 300 pounds." Then, they got in their truck and left. They didn't even offer to park their truck and ride with up the hill to help my husband unload these heavy appliances and/or hook them up. My husband had no help. The only people left there to help were myself, my mother, and my husband. Both my mother and I have medical problems that prohibit us from lifting heavy objects. My husband is also a veteran with several infantry-related injuries that have left him with bad knees and a not-so-sturdy back. He had absolutely no business dragging these appliances in our house by himself, but what choice did he have. He couldn't leave them out in the rain and we couldn't do without our appliances, having two small children at home.

After a whole day of doing the job we were guaranteed Sears would do, we finally hooked up our appliances on our own. I have a very sore, angry husband, but at least I don't have to do without a washer, dryer and oven since our old ones are still sitting in our yard. I have contacted customer service to complain and my mother did as well, because we were both just dumbfounded. We couldn't believe a company as reputable as Sears would let something like this happen. We chose Sears for the very reason that they did deliver, install and haul away. We got none of what we expected.

I am very unhappy and am asking that they at least refund my $10. We didn't pay a lot but what we did pay for we didn't get, so I am demanding a refund for the delivery. I am almost tempted to just refund everything I bought from them and go purchase from Lowe's or Home Depot but I am very happy with my Kenmore appliances, which I can't get anywhere else. We were told that a customer service representative would be contacting us within 24 hours. That has now been 2 days ago, which is why you see me on here, very angry and increasingly impatient. I hope to have something done about this, because this, in my opinion, is unacceptable.

On 28 January 2012, I contacted Sears service department with an issue for my out of warranty dryer that was having a problem with the heating element. I had self-diagnosed the issue and came to find out that the power chord connecting to the terminal block on the back of the dryer had completely severed due to corrosion from a possible power surge within the unit. I looked at how the dryer was grounded and the wiring looked semi-skeptical to say the least. A green wire that I assumed to be a ground of some sort was hanging loosely behind the dryer and appeared that it had been haphazardly installed. After being connected to 5 different Sears agents and being told my product was out of warranty, someone finally connected me to a representative that agreed with me that this was possibly a safety issue created from the Sears technician when it was installed. I told him what parts I thought it to be and he agreed again, and we went over the parts via telephone and he instructed me that the technician could be there as soon as Tuesday (31 January 2012) with the parts. I was reassured that due to this being a safety concern, that the house call would not be billed to me. I thanked the service agent yet regrettably failed to scratch down his name. He did provide me with the customer service phone number which I came to use numerous times the day the technician was supposed to arrive.

I was scheduled to have a repair technician at my house between 1200-1700 hours EST, but I received an automated call around 1630 hours letting me know they were experiencing delays and that the technician would be late and to hang up if that was okay or stay on the line if I wanted to reschedule. I hung up and waited until 1900 hours when I decided to call and make sure someone was still on the way. I was told yes, but come 2100 hours, still nothing. I called and nobody answered so I went online and initiated a chat with one of the service representatives available online. The agent was fast and courteous and relayed to me that the technician was still coming to the house, but that he was going to make sure someone contacted me immediately. I stayed up until after midnight only to receive no phone call and no technician. Upon waking the next morning, I called Sears to find out what happened and the representative on the phone told me that they showed up and nobody was home! I told them this was not the case, but chose not to argue my point and asked them when they could have someone out. He told me Thursday, February 2nd. So I waited another couple of days and the service technician came out (Steve, I believe). This guy couldn't be more rude and unwilling to cooperate with me.

At first he started the conversation with how much it was going to cost for him to make the house call and I explained that I was told by phone that the visit was to be taken care of on behalf of Sears due to the safety concern. He didn't say anything to that, but proceeded to look at the washer and dryer that I had pulled out with all the parts that were wrong with it readily displayed on top of the machine as I had taken the liberty to diagnose the dryer myself. He told me exactly what I already knew and that he didn't have the parts and they would have to be ordered. Apparently, he didn't get any of the information from whoever I spoke with over the phone because I was told that the technician coming to my house Tuesday (though not, this was Thursday) would be bringing the parts with them.

He reiterated the fact that I wasn't home for the house call Tuesday (even though I was) and he proceeded to tell me that it would be $248 for the parts. I told him I was not interested in that and that there was some sort of confusion as I was told the visit was going to be covered even though the warranty was just a month out of warranty. I had no problem paying for parts, but the house call visit was supposed to be free, and since he didn't even have the parts, I decided right there that I would order the parts and fix it myself since he couldn't tell me why the power chord burnt up and could have possibly burnt my house down, God forbid.

Not only was he unwilling to talk to me about my options or discuss that he was going to bill me anyway for the house call, he walked out of my house in mid conversation and sat in his van for the next 30 minutes in my driveway. I jumped on the phone with Sears and spoke with what seemed like 8 different representatives before being transferred to the billing dispute hotline to file a claim against the services provided. I honestly cannot think of everything that happened over the last week in not having a functioning dryer, but I have never been so upset over how I was treated by the technician, nor the countless hours I spent on hold or even writing this poorly written letter. For me, this makes your company one that I will never do business with again. I may be at fault for not buying an extended warranty, but the issue at hand has gone beyond a replacement of parts. It makes me sick that I defend this country only to be treated as some second class citizen that this company has decided to excommunicate by the hours I have wasted in my life just trying to dispute a $137 charge the technician left in my mailbox for me to find later.

That's right, not only was I treated unjustly, but the technician couldn't even come back to tell me that he had to leave me with a bill. I understand he needs to do his job, but if he would have came back and maybe tried to give me a phone number or possibly call his boss to see about the parts he was supposed to bring, or that this visit was due to a safety concern, then maybe I would have been a little more apt to paying for repair service through this company. Unfortunately, that was not the case. I just wasted a week of my life. I still can't dry my clothes, and I may have to fly out on a mission back overseas and leave my family without a functioning dryer if the parts I ordered don't get here on time. I may not be able to get my time wasted back, but I will sleep better tonight knowing that maybe someone will read this and realize what a loyal customer is and that they just lost my business for life.

Imran, you wrote that you appreciate this opportunity to assist me, but you did not assist me. You also wrote, "we are sorry to hear your order has been cancelled". Well if you are sorry, why don't you just send my order to me as you told me in December you would? I am the person that is now sorry. I dont have what I ordered, so I am sorry. Please, can you answer my questions per my prior email?:

2. A "whoops, we made a mistake" email from Sears does not work for me. I need the two items I ordered and got confirmation from Sears that the order was placed. Whoops from Sears does not work.

Please, can you respond to this? Thank you.

Sears has got the worst customer service I have ever dealt with. It has been 6 weeks since our oven broke, even though we have been paying monthly for a warranty! We have spent hours on the phone with tech support, and days waiting for a technician to come out. Every single appointment that we set up either a technician never showed up, or came but had no clue how to fix the problem. We have had the parts here for a month and I am fed up. Everyone needs to know that they cannot trust Sears for anything!

The heating element on my dishwasher overheated and melted the bottom of the plastic. Water leaked for several weeks before I noticed that the floor was warping. I called Sears. The water damaged a large area of my wood floor and the sheet rock and lights in the basement. Sears repaired the dishwasher. The next day, water leaked all over the floor again worse than ever. The Sears repairman that came told me the the tech had hooked up the water line incorrectly. The dishwasher is now working although I still have extensive damage to my house. This was in late October.

Sears passed the problem on to Sedgwick. They were very poor at keeping me informed and worse at returning calls or emails. Sedgwick passed the problem on to Whirlpool. They treated me like I did something wrong demanding all the same things that I had given Sedgwick. Whirlpool sat on the information for at least three weeks then sent me a letter dated December 13th that they had sent the heating element to Springfield wire company. No one has ever contacted me from Springfield Wire. I am very unhappy, have over $5000 worth of damage to my house because of a faulty dishwasher and no one will ever return my calls or respond to me. I contacted Derik D at Sedgwick on January 18th. He said he would call everyone and find out the status for me. He has never returned my call. Sears told me up front that this would be covered and I am still waiting after three months.

I bought a Samsung LCD TV from Sears in January 2009. In January 2010, the flat panel had to be replaced. I was told that the warranty from Sears uses reconditioned parts, and it likely would not last long. So, I bought another warranty, now adding $200 to the $1,400 purchase price, to keep this TV running. The flat panel began going out late in December 2011, and as of now, January 2012, it needs to be replaced.

I will be forced to buy your poor protection plan at $106.85, adding up to a total cost of this TV to over $1,700 to keep it running. I feel like this is a a deplorable sales representation for Sears. My husband and I have been regular loyal customer of Sears for years, but this may be the deciding point of future loyalty. Please provide us some assistance with the lemon TV.

My garage door opener stopped working. I have purchased a service agreement for repairs. The first available appointment for repairs was six days from the event, which I feel is unacceptable. If I contact someone else to make the repairs this will void the service agreement. I feel this is undue stress and unfair to have to wait this length of time. I feel I have been a valuable customer for many years, and service is becoming longer and longer.

I will not continue to purchase the agreements after this year is up because service is very, very poor. I am sure you really don't care if I continue the service or not but I will voice this anyway.

My dishwasher was taking hours to cycle, but it did clean and dry the dishes; however, thinking it might be a good idea to have it serviced, we made the fateful call. After the first visit, the dishwasher would not work at all. On the second visit, after changing out some parts and 2 1/2 hours the repair guy claims we need a new motor. After confirming the 3rd visit (taking off of work every time) they did not show and no phone call. I companies. $50 gift card and 6 months extension on warranty was promised. This morning a new tech showed up on time and changed the motor. Still doesn't work. Says the old motor was good and ordered more parts.

So now we have to take off work for the 5th time. I called Sears as soon as he left and there is no record of the gift card nor the extension. Also, a man named Gerald hung up on me this morning. My days of buying appliances at Sears, have now come to an end. In the past, everything worked as you would have hoped. What a fall. They also claim that they called to cancel last week's appointment. So between the gift card, extension and the phone call that did not happen. They are also liars.

I went to Sears (Concord, CA) to purchase a new canister vacuum cleaner. I had purchased my last Kenmore vacuum cleaner 23 years ago and had been happy with it until recently when a multitude of parts were wearing out. When I approached the department only one other customer was present and being helped by a female sales associate. I asked a gentleman at the cash register for assistance. He said, "I 'm not on the clock yet. I could get fired." I proceeded to check out a Kenmore and a Dyson canister vacuum myself. Several minutes later the male sales associate asked if I needed assistance. I told him that I was interested in purchasing a vacuum. I asked him to demonstrate several models. He said he had worked in the department for 5 years but was just returning following a 7-month medical leave. Unfortunately, it quickly became obvious that he didn't know the products. He was fumbling around, attempting to put pieces into incorrect locations. I asked if there was anyone else who could help. He then called over the female sales associate to assist with a Dyson.

She too, was unable to answer my questions and wasn't able to explain how to work the vacuum. When I said a part was missing from the demonstrator model according to the box, she said, "They've been on the floor a long time." I then asked both of the sales associates if they had someone who could demonstrate and answer questions regarding these 2 vacuums and they said they were the only ones working in the department. I said I was not going to buy a $500 vacuum without having my questions answered. I then asked a sales associate from another department where the customer service department was. She said Sears didn't have one. Human resources was the next best option. I entered the HR office and approached two women talking to each other. They both looked at me and continued with their conversation. I then looked into another office close by and asked a gentleman for assistance. I explained the situation. He left and returned, informing me that someone would help. He then escorted me back to the vacuum department and said that "the lead" would be able to help.

Several minutes later "the lead" approached and asked if he could help. I asked if he knew these vacuums and could he help me. He said no he didn't know the vacuum department, he only oversaw it but had someone who could help. He brought over the female associate that I had already dealt with. I then explained that these two associates didn't know the products and were unable to demonstrate or answer questions regarding how to operate the units. He said, "What is it that you want to know?" I said the sample Dyson is obviously missing an important part and that I would like to see all the parts and have a demonstration of its use, etc.

He said, "You have 90 days to return it if you are unhappy." I obviously looked frustrated at this point and he said, "For you, I will open this unopened Dyson box." I said, "Thank you, but no. I was not going to purchase a $500 vacuum and not know if it would meet my needs. I just wanted someone to demonstrate and explain how these vacuums operated." The 3 of them just stood looking blank faced at me. I am shocked by the lack of knowledge that these sales associates have regarding their products. No wonder Sears is doing so poorly! On a positive note, I will say that these sales associates were all pleasant, but their lack of knowledge regarding their products was appalling. I will never shop at Sear's again!

My dishwasher leaked. The water ran under the wood flooring and into the basement. We called the Sears repair and were told it was a manufacturer defect. Another Sears repairman came and also verified this. Sears denies responsibility as the warranty expired. All I wanted was my flooring replaced. We ended up fixing the dishwasher ourselves as the 1st repair guy could not manage to tighten the clamp. Sears says, "So sorry, no one will help you without a warranty." What a load of you know what. I still have the clamp that was not installed on the hose proper and fell off.

I have been a Sears customer for some 40 years and never had a problem with a purchase. I went to buy tires for my vehicle in 2010 and told the salesman I wanted tires for on the road and off-road like gravel roads. He sold me some Michelin tires and assured me these would be exactly what I needed. Some four months later, I noticed big pieces of the tread was coming off the tires. I went back and was told there was nothing they could do about the problem. I did not have money to buy new tires so I had to continue to drive with these even though they did not stop properly, caused problems in rainy weather, etc. I almost had wrecks because of the bad tires. Because I do not want to pay for these bad tires, I find Citibank has cancelled my account after all these years.

I purchased a Sears lawn tractor (model # 917.289081) in the spring of 2009. Warranty work was done on the transmission when the mower would not move in reverse or forward. The technician said it was because grass was blocking the gears. In September, the gears locked up. During the first summer of use, I noticed grease on the inside rear hub. I thought it was wheel lubrication. I believe the mower has been blowing grease from the housing for some time. This was an on-going problem that should have been discovered months ago, when it was still under warranty. Sears should stand behind the repair.

I dropped my vacuum off for routine yearly service on Jan. 10, 2012. I was told they would call when it was ready for pickup. I received a call from Sears on the 18th saying it was ready for pickup. I made a trip up, out of my way when the store opened. After waiting, the associate came out and said it's not in yet. I told him about the call I received. His attitude was "Oh well." Excuse me! This is not acceptable to me. He said the call was probably to say the service was complete. Why would I care about that? I only care about picking it up. I have had vacuums serviced before and only received a call when it's time to pick it up. He told me they would call when it's pick up time, which they already did. So much for a wasted trip! Am I to believe the next pick up call? That's the last time I will purchase a vacuum from Sears with 5 year warranty. Your associates need some attitude training.

Congratulations on losing a life long customer! After shopping at Sears for more than three decades I will be only making one more trip. I received a sander as a birthday present and went back to Sears to return it for a different model. I required the sander for a project I would be working on the following week. The Sears store I returned the sander at had only one of the desired sanders left.

As I went to pick it up off the floor one of the sales associates came running over and told me I could not have it as it was already sold. Ok none left. Not a big deal, I thought, as I asked for the display model. I was then informed that they could not sell the display model as long as they could order me one. Upon returning to the register the associate was asked to check and see if Rochester, MN had the sander.

The associate told me they did not have one but would likely be receiving one next week. The associate helping me informed me they (Sears in La Crosse) would have one January 26th if I ordered it today (January 17th). He also said I could order one online and have it shipped directly to me and it would arrived the 26th. I requested the item ship directly to me to save time. By the projected time I got the sander I would only have two days to complete my project, but what the heck I can work well under pressure?

The associate completed the return and processed the Sears online order. Upon checking my order confirmation email this morning I see the order has been pushed back three weeks! Since I needed the sander sooner I called right away this morning to cancel my order. The first person I spoke to was helpful and said she'd cancel the order and I would be refunded in 24-48 hours. A little more investigation revealed there was in fact the same sander at the Rochester, MN store that I had been told yesterday had none!

Once again I called customer service to see if I could have one shipped directly from that store to my home. When I spoke to the customer service representative I was told my initial order was not cancelled, and worse could not be cancelled. I explained my concerns to her, but she only became more short and unpleasant. Requesting a manager did nothing to improve the situation. Now I am stuck with a $150 order that is in never land and of no use to me. I will not be refusing the shipment as I am unwilling to risk another delay as they "restock" the item. My last trip to Sears will be some day 3 plus weeks in the future when my sander arrives to get my money finally back.

Sears does not service its merchandise in a timely manner. I have had this washing machine for less than five years and it took them two weeks to send a technician and now it will take another two weeks for him to come back and fix it with the part we need.

We purchased a Craftsman Snow Thrower to add to our Craftsman Riding Lawn Tractor, in October 2011. We have used the snow thrower two times now, and it broke the second time we used it. We have two miles of driveway (motel owner), and we are shoveling the parking lot by hand, as we can not get a Sears repair person here, to fix it. We have made 8 calls since Jan. 2, 2012, to get a repairman here, and cannot get a response. No one has a record of us calling, and we get the same answer, we will get someone out to repair it! Yes, right! Three weeks now, and still no repairman. We will never make a purchase from Sears again. Their customer service is horrible!

I purchased a Sealy mattress set with a universal bed frame from Sears on 10-03-11 with set-up and delivery for $150.00. After calling to complain about the mattress developing a sink hole, we discovered that Sears team did not set it up properly. The middle bar was never attached. A queen or higher must have the middle bar in order to meet the requirements for your warranty.

I went into Sears twice and spoke with 10 different people in various departments. Bottom line is they have no customer service and the customer resolution department is a scam. They have no intention of resolving this issue. They just keep passing you around from department to department. I have asked each time for the district manager's number, but no one seems to have it.

I purchased an expensive Maytag washing machine in June. It had been periodically leaking, and now with every use. I called Sears to schedule a repair, which is covered under warranty. It took almost a week to get an appointment. Two repair people looked at my machine and could not find the leak. They told me to clean it with Afresh and use less soap. Well, I cleaned it with Afresh as directed and used less soap and the very next day, it leaked with every wash. So, I called Sears to set up a second repair appointment. I was able to get one 3 days from that phone call. Tonight, I received a phone call from Sear changing that appointment for the following week, 6 days from now.

Can you believe it? I even spoke to a supervisor who cannot and will not accommodate me. I asked to speak to his boss, but there was no boss available. I asked to return the broken machine and have a new one delivered and I am told that I will be charged a 15% restocking fee for a new washing machine that leaks. My conversation with Sears was an entire waste of time.

They would not honor my appointment for Friday and insisted that they could not send someone until next Tuesday. And, if I did not accept the new appointment then, it may not be available and I will have to wait even longer, no customer service whatsoever. I hung up the phone. So, I still have a new washing machine that leaks and no service appointment. I will never shop at Sears again and I would never recommend the company to anyone. I do not understand how a company can have such a lame service department.

We bought a Kenmore washing machine in August 2011. It keeps breaking down. The same repairman who has worked on it (twice) said the machine was a horrible one and should never have been sold. Sears refuses to help us with this issue. They won't take the machine back or give us some sort of credit on it. They just say, "Keep calling the repairman out!" After our warranty is out, this will be my last Sears purchase.

I ordered a combo toolbox for my husband on December 4th with a delivery date of December 23rd. When it didn't arrive, I called Sears and was told there was a backorder on the product. I canceled the order and was promised a refund in 5-7 business days. Two weeks later, I called again and they told me the order had never been canceled by the customer service rep. I canceled again but received an email two days later that the item had shipped. It is scheduled to arrive at my house today, even though I don't want it. I already bought one at Home Depot since it was a Christmas gift and I can't get a refund. Don't order from Sears!

My wife ordered Christmas gifts on 12/18/11 for the website stated items would arrive by Christmas eve. We receive one box with two of the items on the 20th, another box with three items on the 21st, another with four items on the 23rd, then the rest of our order finally on the 27th, after Christmas. Well, one of the two final items we received was supposed to be an e-tablet, which was also the big ticket item in our order but instead we received a Nintendo DS video game. The game arrived in a padded envelope that was just big enough for the game but inside with the game was our sales invoice for our tablet, no invoice for said game though.

This is where the nightmare begins. My wife and I then spent a collective 9-10 hours on the phone, being transferred from Philippine call center to Philippine call center. It becomes painfully obvious they have no training to deal with this issue. By all appearances, they think they have shipped the item when they have not. Then I am told they are out of stock to send me the item I ordered. The store, three blocks from my house, has two in stock but they have to open a case file to find out what happened. I tell them my sales invoice was in the envelope with the video game so obviously this was an error or a deliberate act of theft by someone at the sorting center, for the game was not even in a shipping container big enough to ship the item originally ordered.

After dealing with least 12 different operators, we are told that a return shipping label will be mailed to us so we can send the game back, then they will begin the refund process. The game has finally reached them and we should be refunded our money by Jan 12th. Hands down, the worst customer service experience of my life. Shame on you, Sears. Outsourcing has done grave harm to your reputation and it is no surprise to have heard the day after Christmas that you all are having to shudder over 100 stores in the US.

Terrible after sales service. I bought a dishwasher. 7 months later it started to leak. I called service and they have cancelled appointments on me without notifying me. I called their customer service and they keep telling me there is nothing they can do. I have been without a dishwasher for more than a month. Serviceman don't know why dishwasher is leaking. They keep guessing and keep ordering parts that don't fix the problem. I have asked to exchange the dishwasher and they won't. They keep giving me the run around. Awful, awful customer service. I will never buy anything from them again. It wasted my time and wasted money by ordering parts that are not necessary.

I called for a repair appointment. They expect an appointment to be for an entire day! Unbelievable in today's modern technology that they have to take someone's whole work day just to look to see if they need parts. I started calling a full week before asking to for a tighter time frame. Sears uses partial Mexico telephone support which is terrible and rude! I was told that I would receive a phone call the day before confirming appointment. No call, several people told me that I would receive a call by 8 am of the day of the appointment (even though my work begins at 7:30 am). No call at 8 am. I then was told that I would receive a call 30 minutes before the appointment, which was set up at 3:00 pm. So they did have an exact time but would not share it with me!

I finally received my first phone call 30 minutes later than the 2:30 pm and they asked for directions. I asked if they had a margin? The answer was sort of, unbelievable! The entire system Sears has in place is terrible. This is the second time this fridge has broken down. I have asked for compensation and I have been rejected. When I asked for the address for corporate, they said they were only authorized to give me the address of a holding company! Oh brother! Never again! Buyers beware!

I ordered a 12-inch subwoofer from my local Sears store. They ordered it for me. I paid in cash. I also purchased a warranty for 2 years as well. Within 2 weeks of me having my item, it went defective. I tried to take it to the store where I paid cash but they said that I had to call the 800 number so I did. Needless to say, with 15 blind transfers and 2 and a half hour later, they tell me that I have to wait 7 to 10 days on UPS to get my package then I will wait for them to receive it then. Once that's done, I will wait on a refund check then wait on the item once reordered. So basically, a month to a month and a half of wait time, I, in no way, see that this as good customer service. I paid cash to a human why can't I get it back from them or just have a new item sent instead of all the run around.

On 12/23/2011, a set of washer and dryer was purchased, Whirlpool Caprio model number WTW8200YW and WED8200YW. Hh Gregg shopper for Sunday, Jan. 1, 2012, they had same appliances for $100 less for both products. I called to check on the policy regarding matching competitor prices and was surprised with the outcome. To my disbelief, not only do they not have a policy regarding competitor's price match, but they also have a restocking fee of 15 percent. With so many stories regarding store closing due to poor sales over the holiday, it is sad to see that the one thing that makes the difference is customer satisfaction. It is sad to see American business flushed down the drain due to poor customer satisfaction. Kudos to Wal-Mart in this sense.

After many many calls to Sears where I was told it was processing, no one could tell me anything else. The last I was told it would be at the store Dec. 28. Once again, I was told it was processing. Sears took my money out of the bank on Nov.19 when it was ordered. This was Christmas money that I was not able to replace. They still have my money. I canceled the order Dec. 30. I am really worried about them refunding my account. The service was sure not what I expected from a company as large as Sears. My service from Walmart was exceptional. Sears did not care.

I am still being charged for item that has been removed from my home. I have had a vey bad experience with Sears. I will never deal with them again. $700 needs to be removed from my bill for an ultra violet light. I have gotten very expensive and poor customer service. Sears was a great company a one time, no more. I will pay only for the service and equipment that is mine. Please have someone call me a.s.a.p. **.

I received a call about renewing the service plan on our washer and dryer. Why would we want to renew it if we couldn't get them to come when we had a problem? After 4 calls and being told there was nothing wrong with the washer, I demanded someone come and check it out. For 2 years, I struggled to wash a load of clothes without it stopping in mid-cycle with the error SD (too much suds). It didn't matter how much soap I used or how many times I washed the same load without soap, I got the same message. I was even told by a customer service representative that I should always wash clothes without soap. When a repairman finally came 2+ years later, I was told there was a recall over a year before on a circuit board and the agitator which did fix the problem.

I would not purchase another appliance from Sears because there is no service after the sale. Why purchase a service plan when you can't get them to come? It does not surprise me that some Sears stores are going to close.

Horrible. I shopped at the Sears store located on 1st & Lander in Seattles, SoDo district on Friday, December 23 between 2PM-3PM. I needed to try on some jeans, and I didn't know where the women's fitting room was since I was in the men's department to get my jeans, because those are the only ones that fit comfortably.

I approached one of two sales clerks in the men's shoe department to inquire about where the women's fitting room was located, because I didn't know where it was. A young lady Hispanic was somewhat abrupt in tone, not really polite or professional, and it seemed to me that she seemed irritated about something. What that might have been I have no idea. I was polite and professional with this woman, and I expect to be treated in kind. Instead the young woman seemed put out, which only added to my own stress.

After I tried on the jeans, I then had to buy some shoes. Now this time while waiting at the sales clerk check-out counter, a young woman did help me. However, once she returned with my shoes, she immediately left me and never bothered to check on me. I felt abandoned. So, after I tried on the shoes and walked a little bit around in the shoes to make sure they were a good fit, no one still checked on me, leaving me feeling ignored. I then took my jeans and shoes over to the adjacent room to pay for them.

I waited in line behind a sign that said "The line starts here." When I got to the counter, the sales clerk rings up my order, but before I finish paying for my purchase, someone just threw their clothes right onto the counter before I'm finished. It's totally unacceptable. I felt somewhat angry and offended. And I swore to my self that I would never return to the Sears on 1st & Lander in the Sodo district.

I will never buy anything from Sears again! After 2 weeks and three attempts to get someone to fix my fridge leak, a tech finally showed up and decided there was no problem since he couldn't see the leak (I guess the word intermittent was too much for him to understand). I asked him to contact his supervisor and he refused. I asked him to stay while I called Sears and he left. Sears promised another tech would come out later but no one showed. I called for an ETA and was told that it would be soon. At 5pm I called again, never having received contact from the 2nd tech. I held for over 20 minutes and never got to speak to anyone.

Every time I need anything from this company, it is all drama, aggravation, and a great deal of my time wasted. So this morning I just spent 45 minutes on the phone with Sears (4 transfers and 4 times having to confirm my info and repeat my story) to find out that they cannot deal with intermittent problems - the leak has to be happening at the time they are there for them to do anything about it which is absurd. To make matters worse, there was no record of the promise that a second technician was going to come to my house yesterday. When I asked for a refund of my warranty plan, I was told that I still have to pay for the service call by the technician who not only did nothing, but left when I asked him to call his supervisor. When I complained about that, the agent hung up on me. Why do I go through this every single time I need service?

My dryer broke down two days before I was expecting a family of Christmas visitors from U.K. I called a local company who said they could come on Monday, then I called Sears, spoke to someone in Quebec and I was told that I'd be contacted to make an appointment on Monday. Yesterday, I received a call to say that the technician would be coming after 1 o'clock, today. He arrived shortly after one, removed the back from the dryer and looked inside. He used his ammeter to check the Hydro supply.

After about ten minutes, he informed me that the element is broken. He said it would cost as much to fix it as to buy a new dryer. Whatever happened to reuse, recycle, etcetera? I received a bill for just under 100 dollars with no senior discount. He was here, according to his bill for 10 minutes! I would have thought more like 20. That was equivalent to throwing away 100 dollars! As a senior citizen on very limited income, I feel that I have been taken'. Sears used to have an excellent reputation in Canada.

I went to return a catalog item I purchased from Sears appliance and catalog store in Port Perry, ON, and the girl told me she couldn't give me my money back, as she had done no cash transactions today. I asked just to credit my debit card, but she said she couldn't do that. It was only a $50.00 item. You would think the store had a float. I was treated quite rudely. I told her debits can be credited. She said she can't. I said there has to be something she can do, as I am 25 minutes away from store. She just got really snooty, and said nothing she can do. I cannot believe a large appliance/catalog store does not have $50 in it to do a return. I have to drive to another store, costing me more money in gas to get the item returned.

On 11/07/2011, before noon, I ordered a new gas water heater to be installed in the same day as they promised. They came on 11/08/2011 and asked for an extra $225.00 to complete the job. I agreed because I was in need for hot water. They installed the new heater but it failed to start working because of a problem with the thermostatas they saidand asked me to call the repair department. Then they left. I called Sears about the problem and they promised to take care. I waited two days more and nobody show up. At last I hired a plumber to fix the problem. I paid several hundred bucks more and I remained without hot water for 5 days in cold weather. Never order any job to be done by Sears.

I'm giving them one star because zero is not an option. I ordered a pair of little girl's winter boots online. I received three forms of verification stating that the boots were ready and waiting for me at the Schaumburg, IL store at merchandise pick-up. I recently had a serious back surgery and I don't go out much, especially in below freezing temperature. I went to pick up the boots that were supposedly ready only to be told they weren't in stock. I had to re-order them and have them delivered. I usually don't shop at Sears, but I gave them a chance because the boots seemed like a perfect fit for my niece. Now, she has to go out in the cold without boots until sometime next week. The least they could have done was expedite the shipping or given me a discount. I don't think I'll be shopping there again.

I was scheduled to have repairs made on my Kenmore Elite Trio, that had the inside bulbs remain on, after the doors were closed. Oh by the way, Sears knew about the problem in these model numbers, but failed to notify us about the defect or recall. We found out through a letter for a Class Action Lawsuit. Nonetheless, parts were shipped and the appointment was made for between 8 - 12 AM today. As of noon time, no one has shown up yet, not even a phone call. I called customer service, and the representative said the technician would be here at 12:30. 12:45 PM and still no one has shown up yet. I called customer service again, and the representative said the technician was about an hour away, and would be here around 2 PM. I had to return to work but lost 5 full hours of pay, waiting for these people. And since I had to reschedule, I'll be losing more money on Monday, waiting for these jokers again. I'm about done with Sears products and services. You would at least think the technician or dispatch would give you a courtesy call, to say that the technician was running late.

After experiencing a second situation with moldy tasting water from the refrigerator dispenser, I called on November 29, 2011 for another service appointment. I was scheduled for December 8 between 1 and 5 pm. None arrived during that time, so I called for information. After speaking with 7 people and two calls for the "boss", I was never given a reasonable excuse for the work not being done or even told until I called that I had been rescheduled for a week later.

What a poor system and the worst service department I have ever encountered! I have now waited on the phone for 35 minutes for my second attempt to talk with the "boss". Useless!

On September 13, 2011, I purchased a riding mower. The mower was delivered, and had missing parts that wasn't noticed, until I tried to use it, after the delivery people left. It was even missing a blade. I was not able to use my mower, until the repairs were completed on December 2, 2011. I took out a five year repair agreement. I called trying to get an update on my policy to start on the day that my mower was complete, and I was able to use it. I was told to wait until the repairs were completed, and call back to get it updated. I called today (12/08/2011), and got the runaround. I was bounced from person to person, until the phone finally went dead, while I was on hold. I think that I should be able to get this taken care of, without contacting the news media. It's only right. I want to give you the opportunity to take care of it first.

I purchased a Wii Dance II DVD about the 24th of November at the Westlake Ohio Sears store near my home. I paid by check. I had to return it as I had gotten the incorrect one. I needed Dance III which they did not have. I went to return it today and I had a gift receipt and the actual check I wrote but could not find the receipt. The clerk told me I needed to accept their gift card and could not have the cash. I am a senior citizen and would prefer the cash. How can I go about getting this corrected? She did not get a supervisor and ask them. Please reply to my email. Thank you.

New tires installed and lug nuts not tighten. Wheel was making noise on highway a 70 mph.

On June 23, 2007, I purchased a Sears O-Pedic king-sized mattress and box springs set from Sears in Albuquerque, NM. The delivery date was July 6, 2007. I was told the product had a 10-year manufacturer's warranty.

In early 2010, I called the local Sears store to get contact information regarding this product's warranty as one side of the mattress had sagged to the point it stayed more than 6 from the surrounding area. When I spoke to a customer service representative they referred me to Sealy, stating the product was actually one of theirs and they would need to handle any warranty issues. I then contacted Sealy through the phone number provided by Sears' customer service, who informed me I must file a warranty claim online. At the website indicated, I was surprised to find a condition of warranty to be the law tag needing to be intact. As this item had indicated not to be removed except by consumer, I had removed it.

I wrote to Sealy regarding this issue and was informed: 1.) the tag was a basic condition of the warranty; 2.) I would have received a copy of the Sealy warranty at the time of purchase; and 3.) Sears is an active Sealy dealer and they will handle any warranty issues.

First, the tag clearly indicated I could remove it. Secondly, I was never provided with anything at the time of sale other than the receipt and a mail-in rebate form (I still have the original along with the receipts and warranties from all my major purchases). Finally, Sealy passed the buck back to Sears.

After a letter and several phone calls, Sears has also that told me the removal of the "consumer" tag voided any warranty and since I can't "prove" I did not receive warranty paperwork, they can't help me. So much for consumer protection, customer service, loyalty and what-have-you.

Over thirty days later, my refrigerator is still not fixed. And it's less than 2 years old! I'm still dealing with service calls. There is no customer service at Sears. There is no one to complain to except an 800 number in Timbuktu and then they just put you on hold until you give up. I have taken time off from work only to sit and wait for hours until they come.

The last time they came they installed a new part. An hour later, the refrigerator was not working again. I tried to get them to come right back, but they scheduled another service call two days later. Before you purchase from Sears, be sure to check out all the customer complaints. I wish I did. I will never buy another appliance from them.

I placed an order for furniture on 11-2-11. My Sears card was charged, and I was given an expected delivery date of 11-21 thru 11-23. We were called with a delivery date of 11-29, between the hours of 8AM- 4PM. My son took the day off from work, and no one showed for delivery. Today I called Sears, who referred me to that company, who referred me to another, and so forth, until my 6th call told me that the furniture never shipped. No one can seem to locate it, but they have my money for it. I need help getting this resolved. My son just returned from Afghanistan, and it was our gift to him. I want the furniture found and delivered ASAP!

Two weeks ago, my washer started making noises. It is under warranty. He ordered the part but I had to wait a week to have it installed. The second repairman came way after the 4-hour window and installed the part. He left and I put in a load of clothes. The washer sounded worse than the first problem. Lots of grinding. When I called the person said that I could use the washer anyway. If you heard the noise, you would have not thought that was a good idea. So, I had to make another appointment and it was scheduled for another week. Two weeks of wet clothes in the washer ready to develop mold.

Anyway, I called this morning to clarify that I need someone to come early, so that they can fix it before I have to leave for a 1:00 doctor's appointment. I have called multiple times. I have been transferred several times and been disconnected. When I asked to speak to a supervisor, I asked for the phone number in case I was disconnected and was told the supervisor had no phone number. Of course, I was never connected. One customer service (? ) woman told me a supervisor could give me no help and hung up on me. Is there anyone at Sears interested in helping a consumer. Sears said that if I called whirlpool service, they would not honor the warranty. Is there was a lower rating than one star, that is what I would give Sears.

Nov 25th 2011. I was schedule to have my washer machine repaired between 8am and 12pm. I called several times between 9am and 12pm still getting the same response, the driver is on his way. At 1:30 pm a representative called stating that the repairman called in sick. I had to reschedule. I ask why wasn't I informed earlier. They couldn't give me an answer. The washer is under their warranty.

Worse experience ever. My daughter purchased a netbook on sale. Paid for the item and was told it was the last one in stock and had to go see another cashier to pick up her purchase and paid for netbook. So she goes to that register to just "pick it up." While she is in line, she witnessed 2 netbooks sold to two other customer that did not have a receipt in hand which mean item was not paid for in advance. So when my daughter is next in line along with another lady they are given the news that the item they already paid for "netbook" is sold out.

The cashier has no idea what to do and it is very obvious so we requested to speak with a manager. This manger was the least professional, complete lack of any customer service skill, was just down right rude and sarcastic to the point that my daughter was so upset she cried. My husband and I have been customers for Sears since 1996 and I have never seen such lack of management skills in my life. I requested he give me his business card and along with the name of the cashier. He never gave a business card, just wrote down first names for me on scrap piece of paper. Questioned the manager why he had no name tag, he said he was not required to wear one. The cashier was also not wearing a name tag. I have never had such an experience where the customer is at fault and the employees are guilt free.

Unbelievable! Delivery of the refrigerator was scheduled between 3pm and 5pm today 11/23/11. Truck showed up at 4:40 called me and when I went outside (as he claimed he cannot see the door) he looked at me and took off! He parked on the other side of the road and looked at me as I crossed it. He smirked at me and drove off. When I called customer service they said that driver reported that no one was at the address to accept the delivery.

On the afternoon of November 16, 2011, I called to schedule a repair appointment for a loud dishwasher & a clean light that kept flashing. I was told the soonest appointment was November 23, 2011 which is today, between 12-4pm. At 2:15PM, the routing department called and said the tech would not be out today & I'd have to reschedule. In talking to him, I found out my work order was written as a maintenance call and not a repair, as it should have been.

I now have to wait till November 30 to have my broken dishwasher repaired! Tomorrow is Thanksgiving and I am cooking for 12! I am not a happy camper at all. I have always had good results with Sears on their maintenance plan but this time is totally ridiculous! I called the customer service line, 1-800-469-4663, to voice my complaint only to be cut off by one foreigner. I had to call again and go through the entire process for the second time since being canceled today. I asked to speak to a supervisor. I was put on hold listening to music for 35+ minutes when I finally said enough is enough! Either they put me on hold to no one or that the supervisor sure has a lot of complaint calls to handle.

This is unacceptable to me, being stood up by the tech and on top of that, being totally ignored by the supervisor in Customer Service. Please get some competent help! I have used Sears for years and don't feel I should be treated this way at all. I just want to be heard and to be understood, as a valued but dissatisfied customer. I will be waiting for a prompt reply.

P.S. Maybe Jessica, who made the original work order for me, would like to stop by tomorrow on Thanksgiving and do dishes for me!

The initial visit by the technician was satisfactory. The drum of our washing machine is failing, and he told us it is under warranty. He ordered the parts, and had them sent to our house. My husband scheduled the appointment 2 weeks in advance (Nov. 14) with the technician, with emphasis on the idea the our house would be the first appointment, because my husband had to leave for work by noon. The 8 AM appointment came and went. By 10:40 AM, still no one showed up, my husband called and cancelled.

We will never buy another Sears product, or a product from Sears, ever.

I had purchased clothing back in April of this year ( 2011 ). No tags have been removed, receipt available. Just did not get a chance to return (took care of ill parent ..then death) because of size. When I did try and return a few weeks ago, I was told the purchase was to long ago to get my credit back. I asked if I could have store credit then, since I am a frequent shopper there. I was told no. Was wondering why other department stores do issue store credit after a certain amount of days to return. Is there a reason you don't have the same service? Will wait for response. Thank you for your time.

My refrigerator stopped working close to a month ago. The Sears technician who came to check it said, that it was a known problem and would order parts. They arrived after two weeks in spite of being told that they would arrive in two days.

After scheduling an appointment, the technician did not show up on time and Sears Customer Service says that they do not have an ETA. I need to wait at home until I hear from the technician no matter how late. So what is the use of scheduling an appointment?

They also ensure that you cannot talk to a senior person in customer service who can do something about it. This is extremely disappointing customer service. It turns out that a lawsuit had been filed for the particular problem that I had with the refrigerator.

Zero stars, if I could. Sears customer service by phone is a joke. I called to complain about shoddy installation that they performed on a dryer bought for my elderly parents. The phone wait was over 30 minutes before I gave up and went to the web. They tried to route me from department to department.

My suspicion is that if you are infirm or elderly, the installer will do whatever he/she pleases, and there is no care given to ensure quality. We had a similar problem when we tried to get them to install a garage door opener for my parents earlier this year. Why I thought they could do better is beyond me. I will never use Sears again, believe me.

Thank goodness for the caregivers who were able to tape the dryer vent together so that the product was usable. Shame on Sears for poor customer service and for letting someone commit elder abuse (for that is what it was). Sears should be ashamed.

My well documented problem with a local subcontractor of Sears installation and service was reported to Sears. Pacific Express Installed the dishwasher improperly and were called back to fix it three times. I eventually called a reputable independent plumbing company to access my problem. They confirmed what I had suspected. The drainage hose at the point of insertion under the unit was kinked when installed. It never drained properly, was crooked in the space and was never leveled during installation. I complained to Sears national installation office repeatedly. The owner of the independent plumbing company even wrote a letter on my behalf.

Sears sided with the incompetent Pacific Express and I am amazed that Sears still uses this company for service. Beware consumers.The BBB will hear from me about this company and Sears' handling of this issue.

I purchased a new washer and dryer with a service agreement a year and a half ago. The washer was smoking last Friday. I called and the soonest they could come was today. Last night they called and canceled, and the soonest they could reschedule is on December 6! After 3 calls with the repair department, the most I could get was, "I am very sorry for your inconvenience ma'am." And $20 a week for every week I am without a washer for laundry fees. I have to drive 20 miles to get to a laundry mat! This is unacceptable and I will not buy appliances from Sears again and will advise anyone who asks not buy from Sears.

The switchboard operator on duty at 09:23 am was very rude and disrespectful in her tone and manner in which she addressed me. I asked a simple question, and she hung up on me.

This is a followup to my October 2011 entry. Finally after ten (10), yes, ten attempts to getting it right, the door gasket (yes, a stupid little gasket) was fixed. As I said previously, we will never purchase another Sears product again. Sears customer service (a.k.a. A&E Factory Service) is one of the worst I have ever experienced.

Rated a 0 - My Kenmore built in microwave caught on fire. I set up a repair appointment. I had to take 4 hours off of work and no repairman showed up or called. When calling the customer service number, 2 representatives were no help. I now have to miss another 4 hours of work and wait another 5 days.

If I had a choice, I would have rated you a big fat ZERO. I had no idea that browsing the Sears web site would cause me such aggravation. Three days ago, I browsed the Sear's site and have been stalked by K-Mart ever since. Yes, you are stalking me. I don't want to browse your site and get stalked again. You are not the only company on the www that I can browse.

I feel that if you wish for me to possibly purchase from the Sear's site, you will, as good customer relations, provide me with free shipping for the next six months and maybe throw in a discount or two.

My overall experience sucked! I purchased a new washer and dryer from Sears for over $2000.00, this was in 2006 it's a Kenmore Oasis HE. Last week, the washer broke down. (I had the recall done) My husband (who has been a mechanic and business owner since 1977) took the washer apart to see if he could fix it.

He realized the defective part was still under warranty and we decided to call Sears for service. They first scheduled the service 3 days out, I called them back and got an appointment for the next day. Well, the next day no service tech came or called. I called Sears service at 6pm. At first I was lead to believe that they were talking to the tech on another phone.

I was put on hold for a long time and then switched to another person who had no idea of what was going on so I had to explain the situation all over again. He put me on hold and after a long wait was switched to another person, by this time I was so frustrated I vented my frustration on Ken 251097. He was so rude. He basically told me he took calls from people like me all day every day, leading me to assume they must have really bad service.

My husband researched the part we needed online and found out it would be $300.00 to purchase it (which was still under warranty) so he called Sears and they wanted to reschedule another appointment and told him it would only cost $129.00 to install so he told the service tech to come out. Did I mention how much money I lost from work because of Sears screw up?

Anyway, the tech came out on Wed. 11-9-11 and looked at the washer. It was still in parts and we agreed what needed to be changed and then quoted us $602.00 for the labor and the extra part that he said was broken when he took it apart! What? I have shopped at Sears all my life (51) and my parents always shopped at Sears, what kind of customer service is this?

What kind is an expensive washer that breaks down after 5 years of use? These things are supposed to last for years (10-15) before they break down. So now my husband has removed the stator without breaking it (the inflated estimate) and is going to take the tub to Sears and demand a tub so he can put our machine back together!

What has USA become when you can't get satisfaction from Sears? Give me a break, do yourself a favor and look up how much the CEO of Craftsman's tools make in a year and you may think twice about shopping at Sears, I know they have lost me as a customer!

On Sept 28, a service tech visited my home and stated that Washer could not be repaired and told me to contact customer service, which I did. Customer service told me that the Technician will return on Oct 21st. He stated in the service receipt that item could not be repaired and gave me a copy. He also said to wait for 5 working days then customer service would call me and credit. I waited but the technician didn't return on the 21st.

On Oct 30, I went to Sears and spoke to a sales person who contacted customer service, and she also said the same thing. I decided to call today and customer service tells me that the service technician did not report the problem to customer service. Therefore another visit is scheduled for Nov 18th.

Why is this so hard? Is Sears going to give me the credit since equipment was under contact and I have not had a washer since end of Sept and I need one.

Excellant work by repair person. He found in 1/2 hour a problem that I, who am very handy, gave up on after two hours. He ordered a new 16 conductor wire harness. I was disappointed in Sears when they originally sent the wrong harness. In all, the tractor was down almost a month. However, with his knowledgable work and friendly manner, Technician ** more than made up for my original frustration with Sears. Plus, he corrected several problems that had nothing to do with the warranty but only my sloppy installation of different attachments. I am very happy with Sears service and will buy my next major appliance or product from them.

PG&E did an energy audit of the homes in the area free of charge. They checked my oven and found it was emitting too much carbon monoxide. They called in a PG&E professional who also checked the readings and found them high. I was told he could adjust it so it stopped emitting too much but if he did, the warranty on the new oven could be voided.

A rep from Sears came out but did not have a meter to check it. A new appointment was made but no one showed up. A third appointment was made but after saying they would miss the 8-12 window to service the oven. They called and said they were running late. Later, I received a call from Sears and said there are no adjustments than can be made and that I should contact the Sears store manager to have unit replaced. My manual that came with the oven says there are adjustments and it tells how to do it when installing the oven. So Sears just lies and makes up stories. This oven was to be set at the factory when it was made. I guess they failed at that too.

I recently bought Craftsman Digital Multimeter (model number 82337). When testing the electronic component parts (this example the Zener Diode) the Diode Testing Section does not accurately measure the zener diode. I have Tested the same component with an earlier model of Craftsman - model number 82170 and tested the same component (Zener Diode - specific number of diode don't remember at this time) again with 3 other brands of meters.

All the meters including the earlier Craftsman model came up with the same or just varied a few digits off - but basically got the same reading/measurement on all the meters. The Craftsman Multimeter 82337 has a problem that I was told by Sears Customer Service that since I was the only one person complaining about the product, nothing is going to be done.

I had purchased 82337 about a month and a half ago. I went back a few days ago and got a replacement unit from The Sears Store I bought the original unit from, the staff in the store that helped me was attentive - that's good. But the product has a problem and no one is going to do anything about it. It makes me very unsure about buying any more Craftsman Meters again. It's not the store I am complaining about, it's the Craftsman Multimeter. I am an Electronics Technician and bad equipment hampers repair work.

I purchased a Kenmore Hand Mixer at Sears months ago, and recently, I noticed that the beaters were rusting. I called a couple of the numbers on the product booklet and was told that nothing could be done over the phone and that I had to bring the mixer to one of the stores, so I did. Then, I was told that without the receipt, nothing could be done. Now remember, this is a Sears Kenmore product! I know that the model and serial numbers tell them when the product was manufactured, so they can tell that it's not old.

I was given a telephone number to call, which is a number that's on my product booklet. So, when I got back home, I called again, and after being put on hold while the young woman checked with someone, I was told to bring it back to the store or take it to a repair center to have it repaired! It's rusty! There's nothing to be repaired! So, she then told me to try to find the receipt! So, I searched through the last year's receipts and found it! Next step is to take it back to the store for a refund, and I will never buy anything from Sears again! They can go bankrupt for all I care!

Miss Anne (845 294 2686) was very rude on the phone, and she was not helpful at all! I have a coupon from the newspaper for $79, and it was for two rooms and a hall. I explained that I am using a coupon and Sears card, and she said, "Ok". It was noted on my invoice, so I was surprised when Ms. Althea. (very nice) explained to me that the coupon doesn't apply in my area, but it was not noted in the coupon that there exempted areas! I called Ms Anne; she yelled at me and told me that she will not accept the coupon price or my Sears card. She added that if I don't pay Miss Althea, she wouldn't get paid! I have a Sears card.

Four Kenmore Elite refrigerator service calls, three cancellations by Sears, one full day's work lost by customer, two service visits by Sears technician, one wrong part received by UPS, one rescheduling of a fifth service call to install the correct part. Shall I say more? Sears service is so bad that it does not even rate any stars whatsoever. No sense of customer's value of their time, incompetent telephone parts people, I can go on and on. I will never purchase another Sears OEM product again, ever. Their loss, my gain. By the way, where do I send Sears an invoice for my time involved?

We have a Kenmore elite dishwasher that won't power on one month after the one year warranty for labor expired. The warranty I was given states that there is a two-year warranty on parts, but that I would have to provide for labor costs.

I am willing to assume costs for any damage if I install it incorrectly--as is part of the warranty.

I am not going to pay $130 flat rate to have someone deliver a part to my house. I feel that it is illegal to withhold a part that is in written ink promised to me.

I tried to return an appliance item and kept getting the run around about how a check was mailed to me but got lost in the mail, and they need to recover the old check before sending out another one. I spoke to about 10 different people, each telling me different things and sending me to different people. I got hung up on about 5 times as well.

Still trying to get my refund after a month of initially returning the product, people there seem clueless about what is going on and continuously try to pass you off to other people. I kept getting told that I will receive a call back as soon as they know something. What kind of poorly run business is this where no one knows what the status of a customer refund is. I wish something can be done about this, Sears customer service is by far one of the worst I have ever experienced.

My checking account has been charged multiple times for one purchase.

I made an online purchase with a debit card on 10/07/2011 for $219.37 via PayPal. That amount was immediately charged to my checking account. Part of my order was cancelled by Sears but instead of refunding the remaining balance of what was paid Sears charged my account again.

The total amount of merchandise I received today was $83.83. That has already been taken out of my checking account and went through as a separate transaction. Another charge for $28.98 is pending and will be taken from my checking account tomorrow, 10/11/2011. This will bring the total charges to $332.18. I've only received $83.83 worth of merchandise. When I placed the order I had a balance just under $311.00. Due to the added unauthorized charges to my checking account my account will be overdrawn.

During the month of September 2011, I reserved an appointment to clean 7 air ducts and a dryer vent. I spoke with a rep who gave me the total cost of $208.00. Somehow, the communication got mixed and the first appointment was not met. I called again, and then I was told that I was quoted the wrong price for that work. I was told that the person who handles the price was not on, at the time. A short time later, I was called back and told that they would honor the price already quoted.

On October 8, 2011, I was on the road when I received a call that the price quoted was the wrong price and they were not going to do the job. I explained to them, that the price was quoted to me twice. I received a call a few minutes saying that they would do the job. Within fifteen minutes, I received another call from the contractor stating that he couldn't do the job because of yellow jackets surrounding the truck and they weren't going to do the work. On the same day, I called back and rescheduled an appointment for October 14, 2011 in the morning. I was assured that date.

On Oct 10, 2010, I received a call stating that the date could not be met because of an overbooking. I was then told that the supervisor would be calling back in ten minutes. With in that period, I received a call from a person who claim to be the supervisor in charged. I told him that I was quoted twice. He began to explain to me that the price quoted was only an estimate and the actual price. We got into a heated discussion and tempers got out of hand. To make a long story short, I was put on to the "no call list" and when I tried to call back, they asked, "is this Mr. **?" and I said "yes," they then hung up on me. I have been shopping at Sears since I was sixteen years old, I am now '70,' I have never been so angry as I am now. I know Sears has been having troubles lately, but I don't deserve this kind of treatment as a valued customer.

My KitchenAid dishwasher was leaking and I called Sears for service. There serviceman came out and said it needed a new gasket. After replacing it, the washer wouldn't lock. He told me the lock was worn and he would need to order a new one. He also said that the top rail was broken, so he would also order that part. Since my dishwasher is only 6 years old, I said fine. I paid him $56.48 for that call. Four weeks later, another serviceman came and replaced the lock, rail, and the gasket. However, the washer still wouldn't close. He called his office. They told him KitchenAid had changed the gaskets and that's why it didn't work. He proceeded to put back the old gasket and said I would possibly need to replace the entire tub. I paid him $252.03.

I went to the Windsor Sears and spoke to the service manager, a man named Mike. I explained to him that I felt taken. I paid for a lock, which I didn't need a repair on, and a slider that wasn't necessary. I paid over $300.00 and still have a dishwasher that leaks. He said he would look into the matter. It has now been over a week and I have not heard from anyone at Sears.

I waited 10 days for a scheduled repair appointment, only to have them not show up and not call. I called. After over 4 hours of runaround, the only thing that I got was confirmation that this happens a lot. And they asked me if I would like another appointment. Not one person even pretended to care. Finally, someone escalated the call and gave me a case number. The next day, a man called and stated he was the service manager. He stated he would extend out warranty for 6 months and send someone out the next day. Well, I should have known. No one called and no one showed. Yet, the 884 Sears number confirmed the appointment. I called again. After another three hours of the same careless attitude, I am now rescheduled for another 12 days from now, where I am certain they will not show up. I spent 10 thousand dollars at Sears in the last 11 months on appliances and this is what I got. Well, I will make it a mission to let everyone and anyone know what type of store Sears is.

You know the worst part of this is that a service manager called us the next day and seemed to be sincerely concerned. As a form of apology, he told us that he was rescheduling us for the next afternoon and extending our warranty. I know he rescheduled us for the next day. It's because when the guy failed to show up by 4 pm, we called 800-4-my-home and the recording confirmed that we were scheduled for today. Your customer and escalations teams all but laughed at us and stated that no one could do that.

I have made several purchases from Sears in Marksville, LA--approximately over $15,000 worth of merchandise. I became very unsatisfied when I walked into the store looking to purchase a freezer and a barbecue. I explained that I would be interested in the barbecue and not on the floor, if I could get it at a discount and assembled. In addition, I wanted to purchase a freezer. The manager informed me that the owner was out and would have to check. The next day, I did not get a call so I called. She did not talk with the owner yet. So, today, 10/6, I call again. The manager tells me that she spoke to the owner and if the product is reduced in price, they would let me know. Never did they ask me again about the freezer that I told them I wanted to buy.

For one, I had to keep calling the employees at Sears. Two, I would have thought she would want to do business with me since I have already spent over $15,000 in the last six years at her store. She could have made me some type of deal considering that her employees are just sitting around. I was very disappointed and am considering never to purchase from this location again. I really don't care if she is having a grand baby and I truly don't care if she is sleeping. To me, business is business and with the world today, you better get out while the getting is good. I hope that you get lots of rest and enjoy your grandchild.

I was recently treated very rudely by a CSR regarding problems getting a technician to actually show up to complete repairs that has begun on our freezer. On October 5, 2011, the serviceman scheduled to come didn't show up. After numerous calls, I finally spoke to a very nice woman who said she would make sure that the routing department will absolutely be in contact with me, which never happened. So I called and spoke with **, who was extremely rude, telling me I was wrong and that I wasn't home waiting for this service technician. I was home all day!

Now, they want to reschedule for October 14 with no guarantees that a technician will show up. I lost over $400 worth of food. I need to either get this freezer replaced or repaired by October 9. I don't think this will happen as I can never speak with anyone locally. I always get routed overseas to call centers. This is ridiculous.

I will never buy anything at Sears or Kmart again and I will advice my local Investigative reporters, national news outlets, as well as the BBB regarding this issue. I had a horrible experience! I already called my credit card company regarding the issue.

I was promised warranty replacement water heater installation on Tuesday. It ever happened. The installer called today and said he went to Sears to get the replacement water heater and they did not have it. After 3 hours and 4 disconnects, Sears said that they found the water heater at a nearby store and the installer agreed to install after 6 pm on Wednesday. He calls at 8:50 to say that he went to pick up the water heater and was told none would be available until next Wednesday.

I ordered a spare part on August 8, 2011. It was on backorder three times, until I canceled the order on September 21 while it was still on backorder, and I asked them to not ship. On September 22, the spare part became available, and they shipped it to me. I called on September 26 when I received it; I asked them to credit the money, and I was promised that the item will be picked up by UPS.

Today, October 4, the item is still outside my front door; no one picked it up. Sears told me that the first pick up was never set up, and I have to wait for another week or so for it be picked up, before credit can be issued. I asked a manager, Patricia **, that I would like to speak to a higher manager, and she lied that there is no one above her. I still don't have credit for the purchase, and the item is still not picked up.

On 1/10/11 at 3-4 pm, at Sears outlet, I saw a cook top with price tag for $549.3. Then, I decided to buy it. I asked the sales to pay it. But he said it shouldn't be that price. I have to pay $674.00 if I want to buy it. I asked their manager. He said that he only can reduce $60 of the $674.00. Since it was taking a long time, my two kids felt tired. So, I paid the price that he gave to me. The next day, I sent the email to customer services. They can solve the problem, but they said I have to accept it. I'm just concern. Can they change the price after the customer is ready to pay for the product?

In the evening of October 3, 2011, I called Sears to see if they had a dehumidifier in stock and the person I spoke with said they do not know whether they sold them at Sears. I've been shopping at Sears for 35 years and a sales person who does not know what products are selling in the store is bad business. My guess is Sears does not care about business anymore, if they do, they would have hired adults that know and care about customer service. Maybe it's time to close your doors.

Since 1984, I have purchased TVs, microwaves, refrigerators, stoves washers and dryers, grills, dishwasher tools and tool boxes, tires, air compressor, clothes, boots, car service, on and on.

We lost power and I hooked up the generator to the breaker box and zapped my refrigerator (my fault). We needed service ASAP to keep food from spoiling, to no avail. So I will no longer buy anything from Sears ever again.

I ordered two pairs of glasses on 8-20-2011. I received one a week later. As of 10-2-2011, I'm still waiting for the second pair. I tried to talk to a manager. But I couldn't reach anybody with any knowledge to tell me what happened. It seems that no one care from associates to management. I will never shop at Sears again in my lifetime. And I will never say a good word for them either. Sears doesn't give a ** for customers. I hope they go to hell and never return.

I had a service appointment. The repair guy never showed up. I called, and Sears said they tried calling me but had the wrong phone number so they assumed I wasn't home. However, they had the correct number the night before when they confirmed my appointment. So, after I wasted an entire day waiting, the earliest they can reschedule is 3 weeks later. Well, the guy didn't show up again but this time, he called 5 hours later to ask if I still wanted service. No apologies, nothing. They clearly don't care or respect their customers.

Sears scheduled to repair our dishwasher on 9/23/11, two weeks after they first diagnosed the problem. We were given an appointment from 1-5pm that day, and my wife took off from work. At 4:30 pm we receive an automated message stating that the service repair visit is canceled for today and you must call Sears to reschedule. She called right away and was given her next visit two weeks later in October, and the original notice was the first week in September, so we have already been without a dishwasher for almost a month. My wife spoke to a supervisor, and he gave us a new date of Saturday, 9/24, the next day, and promised that we would be one of the first visits. Later, on Saturday morning (today) we called Sears to get an idea of when the repairman might arrive. At that point, they informed her that she didn't have a visit scheduled.

Thus, the supervisor she spoke to yesterday, had lied to her just to get her off the phone. I spoke to a supervisor this morning, and he was rude and unwilling to do anything, despite the fact that this was the second time that Sears had canceled. He insisted that it wasn't his problem that Sears can't keep a promise, and he refused to listen to the taped call when I asked him to confirm that the supervisor was lying to my wife.

Our Sears scenario: Come and listen to a story about a man named Frank, A poor foreigner, he wanted a dishwasher that wouldn't break the bank, Then one day after his wife talked to 15 people at Sears, He was still waiting for installation and his wife was in tears. Sears, ranked terrible in customer support! Well, the first thing you know everyone at Sears has passed the buck, The delivery date was changed 5 times, no signs of delivery, no truck. Wife spoke to installation, customer solutions, delivery, Sears and no solution is to be believed.

We are going green, gonna have to chop down a tree. Kinfolk said Frank get away from there Said Sears is not the place for dishwashers, we know the place you ought to try, So they loaded up the truck and headed over to Best Buy. Sears, ranked 29 of 200 in customer support! Well, now it's time to say goodbye to Sears and all 15 service people, CEO and Board Members, Frank and I would like to give y'all a hand, especially one special finger, Hope y'all never have to deal with what we've been through, Sears, it's just a place we just say not for me and not for you.

I purchased a new garage door opener and paid for the installation package. On the day of installation, they were extremely late and showed up well after the window time frame they gave me. They never even called to tell me they were running late. I, on the other hand, had called several times and was told they were on their way. When they finally did arrive, I was told I needed an extension kit because my garage door was higher than 7 feet. They said they had one in the car, which I could purchase for $125. I asked if that was the retail price in the store. They said they didn't know as they were a different department. I said, "What do you mean? Aren't you with Sears?" They said yes. In good faith, I told them I was okay with the extension, assuming that Sears would not try and rip off their customers at the site. Was I wrong? The extension retails for $47! I contacted them immediately the next day to express my disappointment on how they inflate their prices at the installation site. These were Sears employees, not third party contractors.

I went to Sears to find a refrigerator that they had in stock. I informed the salesman my concern for a specific delivery date. He assured me that he had verified the item was in stock and the delivery date was fine. The evening before the delivery date, I received an automated machine that called me to tell me the delivery window would be between 2:15 PM and 4:15 PM the following day.

I arrived at the delivery location around 2:00 PM. When no truck showed up by 4:45 PM, I called Sears delivery call center. I was told the driver would call me shortly to let me know what the new estimated arrival time will be. At 5:15 PM, I called again to find out when I would be getting that phone call from the driver. I was told that the dispatcher would call me within 15 minutes.

Thirty minutes later (5:45 PM), I called the service center again and asked to talk to a manager. I was put on hold for over five minutes. The service person came back on the line to tell me the manager was on the line and he would transfer me. Five minutes of being on hold again, the phone call was disconnected. Shortly after 6:00 PM, I called again and asked for a manager. I was immediately hung up on. I called back right away. I was put on an indefinite hold (17 minutes).

At 6:30 PM, I called again. I asked the service person to not put me on hold. They said they understood my concern. Nonetheless, they put me on hold. Five minutes later, I was still on hold. I called back at 6:42 PM , talked to another service person. That person agreed to not put me on hold for more than five minutes. They came back on the call two minutes later and asked for a couple more minutes. I agreed. Four minutes later, they came back on the phone and informed me the following: The truck was heading back to the warehouse (about five minutes from the warehouse) to move the item to another truck and they would be heading to the delivery location in about 30 minutes. I was to expect the truck between 7:30 PM and 7:45 PM.

At 8:00 PM, I called back again. At that call, I was told the item was not being delivered until some unknown future date. The warehouse was closed and nobody was there to talk to. The Sears person I was speaking to would not make any promises to me of any kind of future date. I should point out, that at no time, was I ever called by anyone beyond the first automated call the evening before. All promised calls never occurred. No delivery promises were fulfilled.

On July 22, 2011, I ordered an air conditioner from Sears online. They said that it was out of stock and I would expect it by Aug 2nd, by the latest. I received an order confirmation but there was never any confirmation on shipping dates, etc. I waited until mid august and called. They told me that it was on its way. I called again late August saying that I wanted to cancel because the summer was coming to an end and I didn't need it. They told me I couldn't cancel a processed order but it was on its way. I hung up with good faith that they were telling me the truth.

I called again today 9/14 regarding my air conditioner, but they told me that they weren't sure when it was going to arrive. I then told them to cancel the order. The woman told me she would get right on it and then I received an e mail stating that she couldn't cancel the order. This is outrageous! I paid for it, almost $400 and they won't ship it and they won't cancel my order. I have been on the phone for almost 3 hours, with them on various days. Please help! I have no one to help me. I have my online receipts of the transactions and their responses and e mails! I will never buy from Sears, ever again! This is not good business practice! I want them to credit my Chase debit/credit card the amount that they charged me!

Horrible. I called for repair appointment for my washer. It is under extended warranty contract. I called on August 19, 2011 and did not get an appointment until August 29, 2011. The service technician came on August 19, 2011. He said he had to order parts. The earliest appointment I could get was September 12, 2011. The parts arrived and I was called on September 11, 2011 and told that my appointment was canceled until September 20, 2011. One month with no washer and I paid Sears for warranty?

I am very dissatisfied with Sears customer service department. I purchased a Kenmore Elite steam washer in February 2010 along with a master protection plan. The washer quit working two weeks ago with an error code flashing. Sears mailed a replacement part. My husband cancelled business appointments so he could be home. The serviceman was supposed to be here on Thursday between 0700 and 1100. He didn't show up until 1:00 p.m.

After working for about an hour, he discovered that Sears had shipped the wrong model number part. He special ordered the part with overnight shipping and assured my husband that a serviceman would be here Saturday morning. Again, my husband cancelled appointments just to stay home. The repairman never showed up. We did receive an automated call from Sears at 1:30 p.m. informing us that they would have to reschedule. This is completely unacceptable! I will be calling Sears next week demanding a refund of my master protection plan in full. You have lost a loyal customer as this is the last item that I will ever purchase from Sears again.

This one is a long and painful complaint.

1. I ordered a new cabinet front replacement and appliance with install for the kitchen with Sears. It cost $25K so it was not a small sum of money.

2. The kitchen resurface went okay after an initial hiccup. Then, the fun began.

3. In mid-May, the installation of the appliances was scheduled and the installer advised that range hood could not be installed because it was the wrong size--it also needed connection. They did not take back the old appliance as they were supposed to. I discussed this with the Sears sales person at length prior to purchase and they advised that this would not be an issue so this came as a surprise. Please do not sell products that are not fit for purpose.

4. We attempted five times to reschedule install made with Sears and we did not hear back from them every time. To add to our frustration was the endless call waiting (never less than 7 minutes). Also, every time you call, you have to disclose a long list of information before you can get to your details. We were asked for the contact details for so many times and it has not been updated until now.

5. Sears gave up with the approved contractor for the area; they must be bad.

6. Sears scheduled a new contractor to install. They showed up on a Saturday (July) and advised us that they were not there to install but to price the job. By now, we have rescheduled 5 weekend days to install a range hood which is not difficult to install.

7. My patience had run out with Sears. I had a month-long battle with Sears Claims Department to get a share of the costs because of the terrible services (which was acknowledged by this team). We had to chase very hard just to close out an agreed price (it ended in August).

8. The contractor (Hudson Installers) again arranged to install by the end of August. Only one person turned up when they said that it was supposed to be a two-man job; otherwise, the work cannot be done. Their receptionist scheduled it incorrectly!

9. We were promised by the contractor that the work will be done within three days. We did not hear back from them so we waited for another seven days.

10. We finally got hold of the contractor and they arranged a schedule for Saturday, September 10. After chasing the contractor, we found out 12 hours before install that they have not received the invoicing details from Sears so they do not have the resources to install. They said that unless I get an authorization from Sears, they will not do the work. I reminded them that the contract is between Sears and them and that they are responsible for this. I contacted Sears immediately and they confirmed that the contractor was informed formally several weeks before.

11. I am still waiting for a $400 range hood to be installed after four months of delay, seven attempts to install, 2 contractors, and grueling hours stuck on the phone. My wife and I both work and have taken many days off work just to try and get this installed.

Please fix this embarrassing case with the proper senior management. Please advise when Sears are going to fix your supply chain. If they do not perform, remove them. It is affecting you directly as the bad press that I give of Sears to family and friends is costing you much more then dealing with the problem properly. I am also waiting for a further credit from Sears for wasting hours of my time. I am expecting all cost to now be covered for install. Please read the case history and do not disappoint us further.

My refrigerator was not working on August 19, 2011. There was a problem with its cooling system. I called customer service on August 20 and I was then referred to repair services. Once I spoke to a representative, I was given an appointment for a technician to show up on September 6, 2011. Once the technician analyzed the problem, it was determined by the technician that a compressor was needed to resolve the problem. The technician placed an emergency order to deliver the compressor the very next day.

It was received on September 7, 2011. I was told to call on 9/7/11 to schedule an appointment for the installation of compressor. I was told that the next available date was 9/17/11. At that point, on September 8, 2011 around 8:30PM, I was called to reschedule the appointment for repair. It was confirmed that the technician would be available on 9/10/11 from 8-12. I received another call to reschedule appointment. On 9/9/11 at 2:45PM, to reschedule yet another appointment. When I finally called back, I was told the new date for repair would be 9/21/11. This is totally unacceptable to be without a refrigerator for almost a month.

I ordered a water heater on 9/5 for installation on 9/6. The heater was not at the store and was sold to someone else. I re-ordered again on 9/6 for installation between 12-4 on 9/8. I called Sears at 4 and it was rescheduled for 9/9 between 12-4. I called Sears again at 3:15 to say that I have not heard from the contractor, and I have other things to do later. They stated that the contractor will call soon. I also have been charged twice for the same item.

My experience doesn't even rate a 1. It was so scary reading all of the others; there is no hope. The serviceman decided to just stop working before coming to my scheduled appointment. He never called and they showed no attempt to call me either. Then, I was told to wait another week for the next available appointment! What? Why do I have to get back at the end of the line and start over? No logic there. I should be the first appointment in the morning. I went round and round on the phone and I even went into the store but it was still not resolved. I will never, ever shop at Sears again! My warranty expires in less than two weeks. Is this a poor attempt to avoid covering repairs under the warranty? It looks like it could be.

I was kept online for 3 hours by the personal shopper feature trying to price match two appliances. He promised me a discounted maintenance plan, free delivery and free installation of the 2 appliances. After finishing and paying with my Sears charge, I was relieved. The next day, I received an email with totally different numbers than what was discussed in the previous 3 hour online ordeal. When I called, they apologized and said that they don't do free installation, and that they wouldn't honor the 3 hour conversation I had with the personal shopper. I was told that I got screwed, and my only options are to take it or leave it.

I am a very dissatisfied long time Sears customer.

I went into Sears inside the Woodfield Mall and purchased a gas grill. It was exactly the grill were looking for. We made the purchase after having to go, and find an associate to help us. As a Sears credit card holder, I thought my experience would be better than anywhere else. I could go, and purchase the same grill. We have bought televisions, refrigerator, microwave, stove, power washer, garage door opener and the list goes on.

Back to the grill, we paid over $400 for it, and when my husband opened the box on the morning of a family get together, he noticed considerable damage to the grill. The grill was dented and crushed all over, and parts were not in working order. After discovering we could not use the grill we had purchased, I called the customer service. The girl who answered the phone told me that she had no time to check, and see if they had the same grill in stock! I was completely shocked with what I was being told. I spent $400 plus, and you can't check if you have another one? Really? So we drove for 30 minutes back to Sears located at the Woodfield Mall, to see if they had a replacement. We found an associate when we got into the department; he welcomed us, and asked what he could help us with.

He then wrote down the stock number, and went to go look it up in the computer. Approximately 15 minutes have gone by as we were waiting for his return. We walked around the department to find him. We found him helping two other customers with snowblowers. He didn't even try to help us anymore; it completely blew us off. Even when we stood there, watched him talk to these other customers, and he looked our way twice, before my husband and I decided to get a refund. Which is exactly what we did, but they wanted to charge us for nothing! They tried to say it was the restocking service charge! Are you kidding me? They weren't putting the damaged grill back on the floor; they were returning it to the manufacturer. How is it my responsibility to pay them for their screw up. I will never shop at Sears again for anything.

I think whoever reads this in authority should take notice as to what the ** is going on within their company and do something positive to correct these types of problems; however, reading all the numerous complaints contained within this web page, I feel it just falls on deaf ears.

We bought a white KitchenAid Refrigerator. Delivery date was met as scheduled. First thing that happened was they removed the old refrigerator and took it out to the street. Next thing that happened, lo and behold, they were delivering a "black" refrigerator (remember, we bought a white one). Now what? Well, we needed a refrigerator so the black one was installed at least for the time being. The installer called the company and notified them that it was the wrong color. I was told by these folks that they would order the correct unit while delivery folks were still here.

Delivery folks departed and the refrigerator door would not stay closed and would open by itself. My wife called the delivery person to advise him of this but he never answered his phone. He was called numerous times but he never called back. While eating supper that evening, the ** door opened 6 times by actual count. I ended up having to tape the door with a sealing tape in order to keep it closed. Numerous phone calls took place to the so-called repair department, and I was told that no technicians were available for a week. Duh? So much for support from Sears.

At this point, we physically went into the store and spoke to the assistant manager. I explained the situation and was told he would do whatever he could to help. He supposedly called the repair department and told them to set up an appointment for resolving the door problem. The following day, my wife called the repair department and she was told that there was no request called in for maintenance to solve this problem. We were lied to.

Meanwhile, the delivery folks told my wife that they would order the correct item but it would be two weeks before delivery. It had to be ordered from the factory. Meanwhile, lo and behold, a maintenance guy was sent 5 days later under the direction of the district area manager. A 15 minute fix was all that was required. The door needed a shim and it works well now, finally. We finally did get the correct unit, but only after an awful lot of unnecessary grief and aggravation.

What I have not mentioned here were all the phone calls that took place in between and the stonewalling. They were almost as bad as the federal government. If I was to rate the experience, I would not be able to do so. There is no offer for placing "zeros" on the site.

I am one very disgusted customer. We are a family who, for years, relied on Sears for tires, battery, TV, and numerous other items but never again. We are done. Would I recommend Sears to anyone? Not "no", but "** no"! We feel very strongly that there should be some remuneration for all the grief and aggravation this exercise in frustration caused. We are not very happy campers!

We have tried very hard to rectify a situation for a washer and dryer set that was never delivered. We have been working on this case since early this year, but we were not successful resolving it despite the fact that we have invested many frustrating hours on the phone and at Sears stores here in Naples as well as in Sacramento, California.

On November 18th 2009, we bought and paid for a washer and dryer set at the Sears store in Naples, FL to be delivered to our son Eric ** in Sacramento CA. Unfortunately, our son's condo had to be extensively remodeled and the delivery could not take place as planned. Whenever it looked like the condo was ready for the washer and dryer to be installed, a new problem was discovered, like termites, leaky roof, etc. and consequently, the delivery date had to be postponed several times and ultimately slipped to January 20th 2011.

However, when the delivery date was finally set in January of 2011, the Sears warehouse called Eric and told him that the washer and dryer models we had bought were no longer available and that he had to go to the store in Sacramento and pick a newer model.

When Eric and I went to the Sacramento Sears store on July 8th to pick the new model, the sales person made several phone calls but could not resolve the issue, despite the fact that we brought all the paperwork and receipts with us. After waiting for more than an hour, we were told that we could not make the selection at the Sacramento store because they did not have access to the original purchase paperwork, and that we could only do it in the Naples Sears store, where the original purchase took place. Of course, we were very disappointed but realized that there was nothing else we could do but to go back to the Naples store.

After returning to Florida, we went to the Naples Sears store on August 16th, and with the help of Mark ** the local sales person, we could connect and talk to a Sears' representative who told us that they would investigate the case and it would take approximately two weeks to cancel the original order and initiate a refund. We even got a case reference number.

Immediately after this phone conversation, we bought a new washer and dryer set which will be delivered at Sacramento next week. Despite their promises to keep us posted about the progress made on the refund, we never heard from them again. And of course, when we received the monthly Visa card statement, there was no credit from Sears. When we inquired about the refund, we got again the run around and none of the people we talked with could help us to get the credit for the appliance set that was never delivered.

By now, we are so sick and tired of getting the runaround, and deeply concerned that nobody is taking responsibility to follow through on this simple task of setting the record straight and crediting the amount of $1190.51 to our credit card.

We are also terribly sorry that we bought the new washer and dryer set for our son from Sears again, but we have been devoted Sears appliance customers for the past forty plus years and we never had such a bad experience. We sincerely hope to get this issue resolved immediately and we expect to be posted of its progress.

I took the day off from work in order to be available for a repair man that was scheduled to arrive between 1 and 5 p.m. I received a phone call at 4:30 stating that the repair man was not going to be available and needed to reschedule.

I called the company seven different times asking to speak with a supervisor and was placed on hold each time for over 15 minutes. I never was able to speak with anyone.

I cannot express how unhappy I am with Sears, and I will never use them or purchase from them again. As a lifelong Sears customer, this is pretty disappointing! I will also be using my Facebook and Twitter account to spread the word.

A repairman came to my house this morning to fix my ice maker. After he had left, I noticed that the ice maker was leaking and it was dripping onto the floor. I called Sears back in the morning for the repairman to return and they said they would call me back. When I didn't hear from Sears, I called again. Sears still didn't return my call so I called again to find out there is no repairman going until Monday; today is Saturday and my floor is going to be ruined. I can't stay up all weekend to wipe this water up all night. I wouldn't mind if I didn't call Sears this morning for the repairman to come back.

I was moving into a rental home and needed a washer and dryer. So, naturally, I went to Sears. The salesperson on the floor was fantastic. He got everything set up for me, including a weekend delivery. It was awesome. The delivery guys showed up early and were done installing my washer and dryer within 10-15 minutes. That part was fantastic.

The problem started when I needed to move out of my rental home a week later. I will spare you the gory details. I called the delivery service number to make an appointment to pick up my washer and dryer on Friday, 12 Aug 11. The woman I spoke with said that I would receive a confirmation call on Thursday night telling me which two-hour window they would be coming for the pickup. By Thursday night, there was no phone call. I called on Friday around noon to see what's happening. The customer service representative apologized saying that their delivery schedule is full and they will have to delay delivery until the next day. I explained to her that I have to work on Saturday and I cannot be at home when the pickup guys come. I then asked to speak to her manager.

After waiting on hold for 12 minutes, the manager came on the phone and told me that there's nothing he can do because the delivery schedule is full. I asked him if they can call the delivery guys and ask them to make one more stop. He said, "No. That is not possible." (Probably because he is located in the Philippines and cannot call anyone in particular here in the US). Not once could I understand any person's name that I spoke with, as I am slightly hard of hearing and their accents were a little rough. Bottom line is, I had to have my parents be at the home and wait around for two hours for Sears to come and pick up my washer and dryer.

Here's the kicker. On Sunday morning at 8:00 a.m., I got an automated call from Sears saying that my scheduled delivery has been delayed and that I need to call and reschedule! I called the number and spoke with an agent. I told her that my delivery was already picked up on Saturday! She said that she will forward the information through.

On Monday morning at 8:00 a.m., I got another automated call. I ignored it. On Tuesday at 8:00 a.m., I got another phone call. I ignored it. This went on for five more days until I finally called and informed them to please stop calling me! The woman advised me that they are calling because the hoses and connections to the washer and dryer were not included when they picked it up. This is a lie because my parents told me that the pickup guys took everything and put the hoses and connections inside the dryer so they wouldn't get lost. I told her this. She said that she will forward the information and I should stop receiving calls.

The next morning, promptly at 8:00 a.m., I got another phone call. This is now, Monday, 22 Aug. I have been receiving phone calls every day at 8:00 a.m. from Sears for eight days. I called again and asked them to stop calling me. They said that it will take 24-48 hours for the request to go through. It is now 25 Aug and I am still receiving phone calls. I am sick and tired of this and I want it to stop. I will never use Sears again because of this customer service ridiculousness. I am angry and frustrated that they cannot stop a simple phone call from coming to my phone every morning. Do I have to change my phone number just to get them to stop calling me?

I am a repeated and a satisfied customer of Sears. So, in March of this year, I made an appointment to have my dryer duct cleaned. I was asked to take a survey about the service and I gave it an excellent rating based on the technician's so called great professionalism and explanation of the service. After only a couple of months, I noticed that the bird protector that leads from the dryer vent was clogged.

I called the Sears Air Duct Cleaning and explained my problem. They said that there wasn't anything they could do because it was over 30 days. I tried to explain that it was impossible for us to check the ducts after the cleaning, but the customer service agent still said that there was nothing she could do. I asked to speak to a supervisor, but because he was unavailable at the time, she took my information and said that the supervisor would give me a return call. I called again and got the same response. I also sent an email to the customer service website about a month ago--still, no response.

In conclusion, to prevent a fire, I had to get my dryer vent re-serviced. The new dryer duct technician laughed when I told him that I had this service performed in March. He said that he is willing to testify that it is impossible to have had this service performed in March and for the vents to be in the condition he found it in.

I recently purchased 4 large appliances from local Sears store. During the day of delivery, I waited at the house (leaving work) during the two-hour designated time slot. But the truck apparently could not find our house (we live in a well-known suburban neighborhood). The salesman apparently failed to note the directions or cross street to my home on the sales order. After receiving a call from a "call center" saying that the driver could not find our house, we spent several hours waiting for a call back --or for a delivery.

We then tried to reach the warehouse and even our local Sears store, with calls being diverted to a Sears "call center". It's now 5 hours past the original delivery time slot. We have yet to receive a call from the driver despite several messages and calls to the call center, the store, the warehouse and the driver's cell phone. The warehouse is now closed. This is completely unacceptable service. I am so sorry we didn't buy from our local appliance store who would have "found" our house address. I am now looking online and saw many other complaints about Sears customer service. I am considering to cancel the order which is close to $4000.00 worth of merchandise. I am disgusted by this level of service.

I recently purchased a dishwasher and air conditioner from a Sears Appliance Center. Frank, the appliance salesperson was lovely. My complaint is with the installation company.

The installation was supposed to be on Thursday originally. Then, we received a phone call that it was going to be Friday between 2-5pm. That was no problem but my husband would have to stay home all day from work. Friday came and there was no delivery, no phone calls to say that they were on their way. We called Sears delivery center five times and they could not get in touch with the delivery company either. All that they could tell us was that our appliances were on the truck and they may just be running late. By 9pm, we knew that they weren't coming because there was no phone call. My husband lost a whole day's wage because he stayed home all day!

It was on Friday night, at 10pm when both Sears delivery hotline and we felt it was not happening. They said that they would leave a message on the delivery services machine that we should get our appliances delivered by Saturday at 8am and to await a phone call by 7:30am. Well, there was no phone call nor delivery!

Finally, on Saturday afternoon at 2pm, we got a phone call from Teresa, from the delivery service saying that she didn't understand why it was never delivered on Friday and that they could deliver that evening or Monday. Since we were not home that afternoon when she called, because guess what we have a life too, we told them that if it was going to be Monday, it would have to be after 5pm so that my husband wouldn't have to lose another day's pay. Well on Monday, we got a phone call from Teresa at 3:30 when my husband is still not home from work. If my daughter wasn't home with a friend we wouldn't have gotten the delivery either.

This is terrible customer service. I have bought appliances from Sears for many years. All of my appliances including my vacum is a Kenmore. I don't think I would continue to use Sears based on this experience. How rude to keep someone hostage in their home waiting for a delivery and not even have the decency to call and to say that they were or weren't coming. I paid $150 for delivery and my husband lost more than that in wages. This nondelivery cost me over $300.00. That is unacceptable and irresponsible on the part of Sears.

I purchased a bottom freezer, French door fridge in June 2008. It stopped working on Aug. 13, 2011. I called Sears, was put on hold for 18 minutes, then was told that the soonest repair appointment was Aug.19. Six days?

I called an independent serviceman who came out and said circuit board is gone (he dealt with the same thing a few days prior, same fridge). I'm still waiting for the part. All the foods are gone.

When I shopped for a new fridge, I told the salesperson at Sears no LG products along with a couple of other brands. He said try the Kenmore. Serviceman that came out told me the Kenmore I bought is actually an LG!

Sears will not stand behind their products. They are of no help. This fridge cost me over 1,400 and is just three years old. I have been, or at least feel like it, scammed. Even the appliance manager told me he's not even sure who makes what anymore. So how is a consumer suppose to be educated when the sales staff doesn't have a clue? I feel a reimbursement of some sort is in order. Living without a fridge in August stinks and I have family coming in in two days. Great!

Who protects the consumer? We are out here on our own.

I walk in to make a payment. There were 2 employees sitting and talking with one another. Another employee was waiting on a customer. I stood next a register for 10 minutes before I was asked if I could be helped by yet a different employee that had come out from the backroom. The 2 that were sitting never got up at all! There also was another customer waiting to be helped next to me.

My family has been buying products from Sears for over 60 years. I was taught very young if I was going to buy any big appliances, buy from Sears.

Over the last two years, I have purchased at the Cambridge Side Galleria in MA a washer, dryer, stove, vent, dishwasher, and a refrigerator. The washer and dryer were purchased over a year ago and I had no issues when it came to buying and getting them delivered.

I just purchased the stove, vent, dishwasher, and a refrigerator. The stove was dented and scratched, the deliverymen did inform me. They had to call the damage into Sears. They passed me the phone only to the woman calling me by the wrong name and being rude! She offered me a coupon and didn't explain what it was. At that point, I asked to speak to a manager or someone who understood English. She ignored me, called me the wrong name again, and kept on saying coupon, coupon.

I told her once again I did not want a coupon. She said, "Okay, you want a refund on the product." I said no. I need a stove and I don't want a coupon! I asked five-six times to speak to a manager or supervisor but she refused and said if I wanted to talk to someone else, I would need to hang up and call back the number. I said, "Excuse me!" At that moment, the driver asked if he could talk to her. The result was they are going to deliver a new stove.

I can't wait over a week for a stove. I felt like Sears pressured me to keep the damaged stove. I am very disappointed. You know what Sears offers me for a brand new, $900 stove that has a 12-inch scratched and has a dent? A $50 gift card or a coupon for 10% of my next purchase. Yeah, thanks Sears (saying it sarcastically)!

I am the customer, I did purchase five big appliances from Sears. To be treated that way is terrible. If I didn't need the appliances right away, I would have cancelled the order. It is such an inconvenience to have to wait and get damaged products.

I would tell family and friends that if they want to purchase from Sears, only purchase if you can pick the product up yourselves because the home delivery/customer service is absolutely horrible. Now the refrigerator that I purchased has been rescheduled three times so far and it's not me, it's Sears. I am very disappointment.

If I may give advice to Sears. Train your customer service to treat customers with more respect and learn to not only read English but to understand English.

Another failed American company. Customer service loses another lifelong customer.

I ordered an edge trimmer and Sears cancelled my order. OK, but they have only refunded $15 of the $45 I have sent for far. When customer service pulled up my account they agree that $45 was sent, but they only will refund $15. They will have to research the remaining $30, and get back to me. I will black list Sears, and let everyone I know to stay away from Sears. Don't even buy your linens there.

First, let me start off by saying that I have been a big fan of Sears for my entire life. They have always represented quality products and good customer service. They have always stood behind their products and have done their best to assist whenever issues did arise.

That was then. Now, for the rest of the story. I have bought numerous appliances from Sears in the last couple of years, including a stainless steel refrigerator, a stainless steel convection oven, a stainless steel microwave as well as smaller items like my vacuum cleaner and other kitchen appliances. Even my tractor is from Sears!

At issue is my Kenmore water softener. Since I have well water, and my well is extremely deep, we have a large amount of iron in our water. You do not see it but it turns sinks and such orange. For this reason, we have the water softener. This is a very important piece of equipment for us. Without it, we cannot do laundry (orange clothes) and all our sinks, toilets, cups, bathtubs, dog water bowls (anything that gets wet) is stained dark orange.

On September 25, my water softener started leaking. It proceeded to flood my laundry room, closet and our family room (soaking the carpet). I immediately unplugged the unit and called Sears. They said they could get someone out on Wednesday the 27th, if that was okay. I agreed and called off work for the morning appointment.

The repairman never showed up so I called Sears and was told they made a mistake and the appointment was put in for Wednesday, August 3. After numerous people and apologies they scheduled it for Friday, July 29.

The repairman came out and found that he needed three parts and had none of them so they had to be ordered. He wrote it up and scheduled the installation for Friday, August 5, between 1:00 PM and 4:00 PM.

When I came home from work on Wednesday, August 3, I found the packages at my door. I also had a message on my answering machine that I had to call Sears to schedule my appointment. I called the number they left and explained that I had an appointment and that I had the paperwork in my hand that the repairman printed. I spent the next three hours in the phone trying to straighten everything out, only to finally be told that they had the appointment and just needed to know if the boxes came yet!

Now it is Friday, August 5, and I am at home, missing my third day of work for this water softener fiasco. I get an automated call telling me that I needed to call Sears and reschedule my appointment. The appointment that I am sitting home waiting for! I call and am told by Valarie that they do not have anyone available today so I need to reschedule. I explain that I cannot do this. They escalate me to Desire (in Texas) who looks into having it done tomorrow (Saturday) so I do not have to miss any more work. Of course, this cannot be done.

They instead schedule it for Monday morning. That will be the fourth day of work that I will have to miss so Sears can attempt to come and repair their water softener. I still cannot wash clothes, everything is continuing to stain, and Sears doesn't care. After all, I already gave them all my money.

I call the Hotline (1.800.795.5030) and ask for help. I explained my whole story for what seems like the hundredth time. I am told that there is nothing they can do. This is not the first time something like this has happened and it won't be the last. I am flabbergasted that they would say this to me! I asked to have this escalated and am told over and over that there is nothing that will be done. They are fulfilling their agreement. I explained that I will have missed four days of work for a simple repair job that most companies would schedule outside of the 8-5 that Sears demands. He tells me "I guess you will be going to the BBB then."

I let him know that I would indeed be filing a complaint with them and anyone else who would listen and that I would post this story to every website out there. I also informed him that I would not be ordering my planned new flooring from Sears after all. I also would not be shopping at Sears or any of their other holdings ever again.

I don't know which is worse. The fact that I have missed so much work and spent so many hours on the phone for a stupid repair or the fact that I have lost respect for a company I grew up with.

I bought all of our new stainless steel appliances through Sears. Three appliances were delivered broken (the fridge had broccoli in it and was missing shelves too). They clearly sent an appliance that was broken and returned. We spent over four months trying to get them to repair or replace the appliances. They scheduled 14 appointments. For all of those appointments, (a) They missed the appointment and (b) Delivered the wrong appliance, a dented appliance or someone else's appliance (we needed a refrigerator and they sent a tractor).

We finally kept the replacement refrigerator that was not the one we ordered because I had no more vacation days to wait around. It is the same style but they gave us a faux stainless yet we originally had the real stainless. The washer and dryer replacements seemed OK at first. We are now having problems with the washing machine they delivered. They scheduled two appointments that they missed. At another appointment, they sent someone who was new and a supervisor to watch him. Both said the machine was not installed properly which caused problems with the drum (not sure if this is true or if they just want to blame the Sears installers). Anyway, the repair person said it was fixed. He spent 15 minutes talking to me about how to give him a good rating on the survey but didn't fix the machine. I turned it on just as they left and it was still broken. We only have a few days left on our current warranty.

I bought a refrigerator last June 28, 2010 from Sears in Altoona, PA. It started making a loud noise in April. Sears came in May for the first visit. They ordered a part and cancelled to fix it several times. When they came and put on that piece, it didn't fix the problem. They came back again and put another piece on the fridge but it didn't fix the problem. They came back after cancelling once more and put another piece on fridge but it's still broken. I ordered another piece and cancelled because they couldn't come today after all this time. I honestly think this refrigerator can't be fixed. Each time, they charged at least $250.00 when it was covered by the factory warranty. But since that was up in June 28, 2011, they made us buy the master agreement for more insurance on our broken frig. Anyway, I called where I bought the fridge and they can't do a thing or they won't. Their customer service is the worst I have ever experienced. They don't care if you have to take off work each time they come or don't come. Can you please, please help me? I cried over this. It is very, very upsetting to say the least. That is my story in a nutshell. Help me please!

I had an appointment today between 1-5 for Sears to come and fix my appliance. They called to see if they could come earlier. I told them yes, I would leave work and be home. By 11 a.m., they changed the time from 11 to 1 p.m. By 2 p.m., no one came. When I called them, they told me no one would be coming today but I could reschedule for Friday.

I will never reschedule with a company who treats their customers like this!

On 7-22-11, at approximately 6:15 AM CST, I called the repair line of Sears at 800-469-4663. I was calling about our window air conditioner that Sears had to repair twice since 5-14-11. After having it back for one week, it stopped working again. The representative was not helping me to get priority service, and refused to transfer me to a supervisor. I requested several times, and was repeatedly told that a supervisor cannot help more than her. I terminated the call and called back. I spoke to Marita, and I asked for a supervisor. At 6:26AM CST, she said she was transferring me to Gina, a supervisor. I was placed on hold. I held until 6:48AM as I had to leave for work. No one came online.

I contacted the customer complaint department regarding my fridge that has broken down since the 6th. The original appointment given was for June 9, but the appointment was lost in the system. The customer service could do nothing to help, and then referred me to customer solutions (8004796351). The customer solutions (Candace) advised that she would be getting in touch with the routing office for my area and see if she could expedite the appointment. The routing office was closed, and she told me to call back in the morning. I called back in the morning and spoke to Levina. Levina saw no earlier appointment documented in the system.

I then called Sears corporate customer advocate (8007955030) who stated that there was nothing that they would be able to do to help assist me in the matter. I then contacted Sears executive office Gavin ** (direct telephone number 888-266-4043 extension: 99) who explained that he would be dealing with matter personally, and would try to resolve the matter. He tried contacting the routing office and was unable to get any earlier appointment. So, he sent email for same day service for an emergency situation (Case number 3635451). He said he would try his best to get in touch by the end of the day to have a technician come out. He also referred me to the food loss department (800-795-5030), who informed me that they will provide reimbursements up to $250 for the food loss in the refrigerator but, they do that only after the technician comes out to determine the problem.

I contacted the food loss department 6/15; I was told that the water filter was not covered, and could not be counted on to get the reimbursement for food loss. I contacted Gavin ** and I left him a message disputing that I was unaware that the problem was the filter, and that if I was given any indication of what was the problem on the fridge I would have resolved the matter myself. Even when I contacted the customer service, there was no representative who sat on the phone with me with any troubleshooting suggestions that could have assisted me in knowing that the filter was the problem. I spent all those days with non-working fridge, a 92 year old father and an 8 month grandchild that I was unable to store food for and lost all the food that I had.

Since then I contacted Mr. ** on 6/14 (food loss dept also with the itemized list of all I lost), 6/20, 6/23, 6/28, 6/30. I called the main desk number 847-286-2500 and was told that Gavin ** was handling the case, and that they would also forward an email to let him know that I was trying to get in touch with him. I was transferred to his voicemail and I again left another message. I was also told that Mr. ** closed the case on the 15th. On July 6, I called Mr. ** again, and got voicemail. I called the main number and spoke with Scott who saw that Mr. ** made a notation that he would be calling me the following day. No time specified just the next day. The next day, Mr. ** called me at around 11 AM, and I missed the call. I called him back there after and left messages two times, and never got another call back. I called the food loss department again and they stated there was nothing they could do.

Called and spoke with Alex from the rebate center. I tried to explained that we never recieved our rebate. Alex stated he did not have a record of the rebate information. I explained to Alex, it was sent in the mail two years ago and I have the original receipt with all the information. Alex stated he had no record and there was nothing he could do. I asked to speak to a supervisor and he denied my request.

I ordered the product online. When it arrived, it appeared used and missing three parts necessary to its use. Sears has repeatedly failed to rectify the matter--making representations then not following through. Shelleatha and her manager Alicia told me on July 12 that they would re-ship the product with all parts included. Today, I called to verify if they ordered a replacement only to find they had not. The case was handed off to Mike **, also on the Blue Ribbon Team, who changed the terms of their offer. In fact, after he changed their offer, he asked me if I would remain a customer of Sears. When I replied honestly that after this experience of significant waste of time (five phone calls and several e-mails) and the unnecessary frustration, it is highly unlikely. He replied, "Then I won't be able to resolve this matter for you. Good Day," and he hung up.

Sears has a significant following of unhappy customers as you can see by the great number of complaints online. Most, if not all, have taken their problem to the alleged problem solvers called "Blue Ribbon Team" for resolution. This team speaks of their motto; however, they do little to keep a Sears customer. They are masters of circumlocution and time-wasting. They surely must laugh as they are getting paid for displaying behavior that belongs in psychiatrist office and not interfacing with customers. Eventually, Sears will realize they are spending money needlessly to support employees who give customers the run around and ultimately drive those customers to the competition. Does this look like the formula for success? I think not.

I immediately sent a mail to the customer service. I got a reply the next day, which I later realized was an automated email reply.

I sent another and someone called Ms Liz replied saying I chose a popular item, it could have been on another shopper's basket. I find this very ridiculous. The website identifies I live in the Netherlands, it saves items for 30 days on my basket, it automatically tells you when item is no longer in stock or can't be shipped.

I have sent five different mails asking for the missing item to be shipped or my money returned. I received another mail saying it has been sent to the right department. It's three days now and the right department is still yet to contact me.

How difficult is it to find a missing item that has a code? I have visited their site keyed in the code and the shoe is still available on that site in my size. I think they have been doing this to all their international buyers. It's very shameful!

In 2004 I purchased a Kenmore water softener which cost around $800. There was a puddle with dried salt on my garage floor because it had been leaking and I didn't know. I called Sears at the above number and asked to have it replaced. According to the information on the Web water softeners should last 10-15 years but mine has a hole in it. They said they would send out a service person and I would have to pay $70 for just the service call - no work. They told me that the warranty expired in 2009. This isn't right - why should I have to pay to replace this appliance.

I Had an appointment with sears to fix my dryer. The service tech came out and said i needed a new part and they would send it to me and come back 6/15 between 12-5 to fix it. on June 15 i called to make sure they were coming. They assured me they would be here. t 5:30 when no one showed up i made numerous phone calls to find out were the tech was again i was told he would be there he's running late i tried four time to speak to a manager and was hung up on 4 times. at 7pm when no one showed up i was told my appointment was canceled and some one would come next week on the 22nd this is completely unacceptable.

I ordered a bicycle for my daughter through Sears.com. I received a confirmation/order number in an email. When the bike didn't show up, I tried to look up the order, but was told that neither my email or order number was recognized.

I was charged the $109 for the cost of the bike. I've emailed different agents several times with all the confirmation and order numbers that they emailed to me only to be told to call back in a couple of days because no one can locate my order. Are they kidding? They took my money and have no record of my order?

Sears has the worst customer service of all major retailers. We will never buy from that company again, based on our most recent experience. I had purchased a replacement Craftsman lawn mower on April 30, 2011. This mower replaced a Craftsman mower that I purchased 10 years ago. On June 4, 2011, while cutting the same yard where I have lived since 1979, the new Craftsman lawn mower's engine seized and the blade fell off. Thank God that the blade unit went straight down rather that out the back of the mower where I would have been either lamed or killed.

When I contacted Sears on what had happened, they stated to bring the unit to the nearest store where they would determine what would be the next step. When I got there, I was told that the mower would be sent to the repair center since it was more than 30 days since I purchased the mower (yeah, it was 34 days) where they would determine who was at fault. If it was my fault, they would not honor any warranty and I would be out $159. If it was a manufacturer's defect, then they would repair the unit, and that it normally took 2 weeks for the repair. I told them I needed a lawn mower now and that since it was only 34 days, could they not replace the unit since it was a Craftsman, which used to mean quality. They got the Saturday operations manager involved who stated that this looked like customer abuse and that the warranty repair would be void and too bad for me.

I then contacted the 800 Sears national customer service center and was given more of a runaround that ended up with an offer of $50 off a new lawn mower purchase, which meant that I would only be out $109.

My wife and I have owned a business for over 25 years and we understand warranty policies, but we also understand customer relations. Obviously, a $159 sale for Sears is more important than keeping a customer. My wife and I had purchased in excess of $2,000 for 4 appliances in the past 18 months from Sears and are in the market for a new washer and dryer. Guess where we are not going to shop for those 2 items?!

I had recently taken my vacuum in for service/repair. It was just returned to me yesterday and no repair work was done. When we tried to get some assistance last night, we have spent 3 hours on the phone and still there's no resolution to the problem. Furthermore, the receipt states that repairs were done, however what was described on the receipt wasn't even the problem.

I was scheduled for a service call on washing machine 7am-12.pm. At 10:59, I call for an update as to time and was told before 12. AT11:30 I got a taped message that there will be a delay. I called and was told service contract does not guarantee time or even when service etc. It took 2 weeks to get this appointment and now they want me to wait another 2 weeks for an appointment because the service agreement runs out if I do not renew? I lost a day's work. Is this legal or any way to do business?

Sears refused to issue me a receipt for refrigerator they picked up from my home. I purchased a new refrigerator 05/13/2011; delivered 05/16/11. On 05/17/2011, I called and requested minor adjustment/correction be made to installation. When that yielded unsatisfactory response from Sears, I scheduled return of refrigerator. On morning of return, I spoke with delivery driver who'd be picking up refrigerator. I asked if I'd be getting a receipt, and was told he could not give me one. I called Sears and was told again that they do not issue receipts. Sears required me to sign their paperwork for their picking up the refrigerator, yet would give me no copy of what I signed.

I gave Sears $300 for a Playstation 3. They took my money, I waited for 3 weeks then they told me it was out of stock. I had to wait another 5 days for the credit. This is called fraud. They took my money, I received no product, no interest and only a pat on the back and the phrase "good luck". This is an unacceptable business practice. If Sears cannot stand behind the vendors they use, then shame on them. I was willing to purchase another system, but they could not guarantee that the system would be available. I told the lady who helped me if they paid for the rush shipping and guaranteed that I'd receive the system in a few days. I'd purchase again, but alas, no.

This is unfair business practices and the stealing of good, hard-earned money, if for a short time, is not acceptable in this day and age. This is fraud. It's a scam. They take people's money to clear payroll, wait 3 weeks, then pay back the money when they got more ** to put up their money. Sears had such a great name back in the day. Now, they are merely a shell of themselves struggling in a world they know nothing about.

Someone at Sears forged my signature on a repair order; they were going to charge me. But I did have my repair order copy that showed no such thing. Sears said they were sorry. I think i should talk to my lawyer.

Supposedly, they have the Maybelline 24-hour lasting lipstick on their clearance which states 75% off the regular price. The price that they are selling it is $9.50. I was curious because I usually buy these items at CVS and Walgreens for $8.50 so I asked the person whom I saw in the cosmetics department, "Can you please tell me what the price is?" She said it was $9.50 so I said, "That means you guys sell this product for $32.00." The person didn't answer. I think that was outrageous. They had a few products which they said was 75% off but were not. The reason why I'm doing this is because they also have a sign on the door. They've been overcharging people and it is not right. They still continue doing the same thing. I don't want to be contacted by an attorney but I just want you to know what's going on.

I am sorry to say, I had the worst experience of my life at Sears at around 10:30AM on March 15th. I was using my walker/wheelchair that day due to a physical disability. Four of your salesladies in the front of the store bullied me, along with a couple of customers, for a good 15 minutes or more. I was made to wait until last to do my simple exchange before I was attended to. Under the ADA, I feel that my civil rights were totally ignored under accessibility and accommodations. Some of the customers stepped in front of me and nothing was done about it by the sales clerks. One saleslady started yelling at me as a new line was formed.

The whole incident was the worst experience of my life. It was a bad day and my self-esteem felt destroyed. I have lost trust in mankind and will have to shop where I am treated with dignity. The store is located at 7171 N. Davis Hwy. at University Mall in Pensacola, Florida. I thank you for your time and concern.

They have an awful customer service. They kept transferring me to various departments after I told them that I was just transferred from there. They refuse to give me a case number for my complaint, and refused to transfer me to the customer complaint department. They have a fraudulent rebate department and fraudulent advertisement. I bought a washer on Sears.com, and I filled out the advertised free delivery online rebate. I even checked with the delivery department and a nearby store that it was valid for free delivery rebate.

Four months later, the online rebate center said my application was still in process. When I called, they said that my application was already denied because any sales item did not qualify. I went on to the online rebate center to look up the rebate and sure enough, when the other rebates were still on record, the free delivery rebate was gone. If you go online now to Sears.com, they no longer do the free delivery rebate, as they will give you instant rebate because they know that people caught on to their fraudulent advertisement and rebate scams.

I bought a Kenmore Side by Side Refrigerator with ice maker in door 26+ cu. ft. The deliverymen took apart my old fridge then set up my new one. The filtration system didn't work; glad I pulled water from it before they left. There was water everywhere. They helped me clean up and called Sears to tell them what happened. Sears apologized and said they could deliver another unit in 2 1/2 weeks.

I went to Sears and picked out another brand (Whirlpool) and set delivery for 8 days later, on a Friday afternoon. (I had gone to Best Buy to buy this, but they didn't have any in stock.) I received a call on Monday that my unit would be delivered on Friday. On Thursday evening, I received another call that my unit would be delivered between 9:15 and 11:15 AM. When told I had been promised by Exchange Service personnel that a PM delivery would be available, my records were pulled up and the Sears rep told me that while there was a comment on my record that said a PM delivery, that didn't work for them based on where I lived and where the warehouse was. (First delivery was in the afternoon.)

On Friday morning at 7:40, I received a call from Sears that they didn't have a unit to deliver to me. Their excuse was that the vendor was late delivering to them. This at the least is the worst customer service experience I have ever had. I don't know how this is not a fraudulent practice. They have my money; I have a broken unit and broken promises. I was never told it was not available and was actually thinking it was in stock. I will never do business with Sears again.

On Sunday, February 13th, I drove 10 miles to go into the sears appliance division to report that my Kenmore driver, which I bought in June 2010, was not blowing hot air. I was given a number to call for warranty, when actually I feel the call should have been made from the store; however, since there wasn't any commission from a sale, I was not given any assistance.

On Monday, I called Sears by phone and scheduled an appointment from Tuesday, February 15th at 1:00 pm until 5:00 pm. Around 2:15, I called Sears because I had not heard from anyone from their office. I was then told my appointment was scheduled for Thursday, the 17th. This is clearly an operator error, unfortunately, my husband took the day off from work and it has cost us $100.00. This is a huge economic burden for us. We are very dissatisfied with Sears' lack of care in scheduling our appointment

I ordered a part online. It showed backordered with no estimate of fulfillment time. I canceled online. The cancellation was confirmed online and with automated email. This was followed up with a personal email that they refused to cancel although it hadn't been shipped yet! It also hadn't been billed yet! I recommend not dealing with Sears at any cost! They just don't get it with regard to customer service!

On January 2, 2011 I received a Sears's flyer in my Sunday paper advertising a Maytag washer/dryer combination package on sale for $899.98, marked down from $1499.99. (Sears Item# **, Model# MVWB300WQ and Sears Item #**, Model# MED400VQ) The flyer stated the sale prices were valid from January 2, 2011 until January 6, 2011, unless otherwise stated. On the same page as this washer/dryer deal, was an advertisement for a 4 day sale of up to 30% on certain brands of washers and dryers that ended on January 5, 2011. This did not apply to the set I was interested in, since the sale price of these items was much more than 30%. I examined the items in further detail on the Sears website which also stated that the items were to be on sale through January 6, 2011 (The website still states this sale is taking place as I write this email at 11:28pm January 6, 2011). On January 6, 2011 I went to a Sears's stone in New Brunswick, New Jersey. I was told the items were no longer on sale and there was nothing that the store could do to correct the problem. I called the Sears store in Freehold, New Jersey. It was explained to me that the flyers are printed by the Sears Holding Corp. and that they are responsible for any mistakes. Both stores to call the Sears website phone number and a customer service representative could help me, but there was nothing that could be done in the store.

I returned home and called ** to order the items over the phone. I was told that Sears did in fact misprint the dates online and that the company does not honor online price errors, only print errors (Crystal ** - Manager ID# **) as stated in Sears.com terms of service. After completing my call with Sears, I remembered that the print ad also contained the error. I called back ** to point out this error and resolve the matter. The representative I spoke with (Ariana ID# **) explained that Sears would not honor the dates printed in the flyer or online. I never received an apology or an offer for another sale. There is no statement or disclaimer on the flyer stating that Sears does not honor mistakes or price errors. The only statements on the website refer to purchases made at Sears.com. Therefore, I believe this is false advertising.

Sears is one of the most expensive outlets when it comes to home appliances. And the repair service is a joke. We tried to get a gasket replaced on a Kenmore refrigerator. I set up a date and time with a cost of $65. I wasted a day from work waiting and got a call from the repairman at 4:30 asking me if I already had the gasket since he didn't carry those in his truck. Then he informs me that labor would be $200 plus parts. It was a 6 year-old unit and it wasn't worth $200 to fix it. So not wanting to polish a ** I said, "No. Goodbye".

I used the company ck to buy a drill press for $508.00. I have bought at Sears before with a check. Anyway, the cashier said my ck is denied and had -- to the Telecheck number that's printed on my ck. After 15-20 minutes of automated crap, at the end of it, it said that the transaction was "approved"? I called my bank, and they said "No problem." on their end.

I went to the cashier, who said no managers were working to handle it. So after a 1/2 hour or more of my wasted time, I left to go get another ck and went to my bank for cash. Keep in mind I have been writing cks from this account since 1994 and never bounced a ck or had a problem

Our problem is that we are in our 5th week of our Sears washer, not working. Tomorrow begins our 6th week. Our washer is only 1 year old. Sears has:

#6 New part ordered and arrived but no one returns my calls about installing new part.

We go back to work on Monday, Jan 3rd and will not take any more days off from work. Mary Jo has been home for 2 weeks on school break, we've both taken days off from work prior to her school vacation and we still do not have a washer. Nov. 28, 2010 Sunday (of Thanksgiving weekend).

Washer did not work. Trouble-shooting over phone with Sears service people did not work. They made an appointment for Thursday, Dec. 2, between 1:00-5:00 for a service person to come out Dec. 2, 2010 Thursday.

Steve took a vacation day from work to stay home for the repair. He received a phone call at 4:00 saying no one would be able to be here that day. Rescheduled for Monday, Dec. 6, between 8:00 and 10:00 a.m. Steve had to argue with a superior to get that window of time as opposed to 8:00 and noon. Dec. 6, 2010, Monday.

Repairman came (Randy) and said a new computer part needed to be ordered and would be shipped to our home. Rescheduled an appointment for the next Monday, a week later. Dec. 13, 2010, Monday.

Mary Jo stayed home to wait for repairman. Appointment was for between 8:00 and noon and the repairman (Adam) arrived at 3:00 and worked until 5:00. He said he needed to order a new computer part as opposed to the rebuilt one they sent. The one sent to our home did not work. He said his boss was ordering a new part for us and was sending it overnight. Andy said he would return on Saturday morning to install the new part. He was scheduled to work that Saturday (Dec. 18th) and would make sure he came by to do the work. We were to call him if we did hear from him by 10:00 am on Saturday. December 18, 2010 Saturday.

We are now three weeks without a washer after having house guests for Thanksgiving weekend. Our house guests used three different bedrooms and three sets of sheets not to mention the necessary bath towels. In five more days, I am expecting another set of guests for the Christmas holidays. Of course, we did not hear from anyone by 10:00a.m. on Saturday so, we called Adam, the previous repairman. After a short conversation on the phone about the package we received in the mail from Sears, Adam told us that Sears sent us the wrong part. It was a Motor-Drive, totally useless. Adam advised us to call a Sears customer service number. Steve spoke with Denise at **.

Adam also spoke with Denise. Denise responded that we would get a code number within 72 hours enabling us to buy a new washer. The number, she explained, would give a store credit equal to the original purchase price of the washer. She cancelled the service call (which has been transferred to another repairman, Frank). She also cancelled Frank's order for a new CPU. Saturday night, we went to look at washers at a local Sears store. The salesman looked online and could not find a model like ours, even though we made our purchase only 18 months before. None of the models on the floor had the same look as ours.

Appearance was important because we had purchased a matching set for our first-floor laundry room. The salesman was sympathetic. He said that we should have a matching washer and dryer. He also said we should have had a loaner washer. December 20, Monday.

Mary Jo spoke with Denise(customer service) and said we needed to have our washer repaired since the model we purchased was no longer available. Denise would not agree to replace both the washer and dryer so that we would have a matching set. She ordered the part and set up an appointment for Wednesday, Dec. 29.December 29 Wednesday (Entering fifth week with no washer. )

Repairman came, but part (supposedly over night nine days before) had not arrived. Repairman said a new CPU was not needed. He felt a different part needed to be replaced. That part was ordered and arrived early on Dec. 30. The repairman was not available on Dec. 30 or Dec. 31. Mary Jo has been home for two weeks and her time off ends Jan. 2. Steve has already taken days off from work. Still unresolved.

Payment and delivery occurred on December 11, 2010. Another 14 days later would have been December 25, 2010. Nothing wrong with our math but clearly something wrong with yours. Sears Holding Company called today and agreed that they had made a mistake. They promptly refunded the $385.00 as per their Price Adjustment Policy.

Don't ask you don't get. We asked and they responded as per their own policy. Recommend everyone who has a problem simply email smsupport@searshc.com. I assure you they will help and you won't be pulling your hair out after 90 minutes of frustrating phone time. As a matter of interest Brenda, we never would have known different had they not been running an ad on TV that announced there was a 30% sale on all appliances. That brought us back to the price and their Price Adjustment Policy. This is a follow up on a complaint dated December 29, 2010. After getting a hold of a decision maker, they couldn't have been better to work with.

Just a note to let you know that after 60 years of doing business with Sears, I will no longer be doing so. Additionally, I will no longer step foot in any business that is owned directly or indirectly with the Sears name. My parents and grandparents before them shopped at Sears. That's a long history. We bought a washer and dryer from Sears on December 10, 2010. After much research through Consumer Reports and reading customer comments, we decided that it was probably a good choice. It was and remains so as of this writing. Our problem is not with the merchandise. It's with your Price Adjustment Policy. We noticed that the price on our purchase had dropped by $385 by December 25, 2010.

We filed a request under that policy but today received a very unprofessional response saying, "Whoops! You're too late." Who writes such unprofessional responses? After over 90 minutes on the phone, talking to 6 different folks from Mumbai to I don't know where, I was simply told over and over that it was out of the 14-day policy. I listened to all these folks tap dance on a razor blade to the point where it was obviously a waste of my time to continue asking to speak to a decision maker. Where I come from, the sale isn't consummated until the merchandise has been delivered and signed for. That means our purchase didn't occur until December 11, 2010. That also means we are within the time limits of Sears Price Adjustment Policy.

Additionally, our cash payment wasn't debited from our account until December 11, 2010 on the very day we took delivery of the merchandise. Until then the clock should not have been ticking. At one point we were offered a 5% refund of the purchase price which we declined. Should we hear from you or anyone else at Sears with the promise to refund us the $385 we requested, then of course we would revisit our current decision to no longer frequent your store fronts. Should we never receive a response then there is simply no re-thinking to do. We have no interest in gift cards from Sears as well. We simply want Sears to do the right thing and return the difference in price between what we paid and what it was reduced to a few days later. Not too much to ask for in the world I come from and goes a long way towards customer service that up to this point has been almost nonexistent.

I am very disappointed and so dissatisfied with the service I have received from Sears. On December 5, 2010, I visited the Sears Grand, 6136 W. Grand Ave, located in Gurnee, Illinois and purchased a mattress and box spring. I arranged for delivery for December 18, 2010. I received two automated phone calls; one on Wednesday and another on Friday, December 17, 2010, confirming the allotted time slot for the delivery. I never received any phone calls concerning any problems with my order. On December 18, instead of receiving my new mattress and box spring, the delivery guy informed me that he had two box springs and that there seemed to be an issue locating the mattress. He made a phone call and explained the situation to someone on the phone at the warehouse.

He then handed the phone over to me and I talked to the person on the phone and he requested that I should go to the store where I purchased the mattress and have them resubmit my order so I could get a new delivery date. He also blamed the manufacture of the mattress for this ** up and that it was not Sears' fault. I told him that this was unacceptable and that I was not going to the store to repurchase the mattress. Then he stated he would to try to resubmit the request and that it could be delivered on either January 8 or 9th.

I told him that this was unacceptable and told him I needed to talk to the manager. I waited on the phone while he located the warehouse manager. After several minutes I finally was able to speak with the warehouse manager. I then explained the situation to her and she quickly blamed the manufacture and would not even look into seeing if the mattress was actually there. She told me that the next possible date for delivery was January 8th.

I was not happy with her response and was not apologetic for the lack of service I had received. Instead she seemed to make the situation worse than it had become. I told her my next step was to contact the store manager. At this time the delivery guys needed to get going so they took my old mattresses and left me the new box spring. I was very hesitant in allowing them to do this but, I had hope this situation would be resolved quickly. I then had someone from the complaint department call an hour after the delivery guys had left. His name was Miles. I explained the situation to him and he told me he would call me back and that he would look into this matter for me.

He did call me back and said he was able to locate the mattress and that I would be getting my mattress the following day, which would be Sunday, December 19th. He told me that I would be getting an automated phone call confirming my appointment sometime after 6 p.m. At 6:13 p.m. I did receive the automated phone call. On Sunday, December 19th, I anxiously waited for the mattress to be delivered. It was supposed to be delivered from 10 a.m. to 12 p.m. At 12:20 I called and I was informed it had been rescheduled for December 22nd. Well needless to say, no one can help me with this. I called the stored manager and she was not helpful at all. Everyone wants to reschedule this delivery. I just need my mattress delivered today. I have wasted two entire days and still have nothing to show for it.

I will never buy from Sears again. That I know is certain. At this point I just want my money back. I have guests coming for Christmas and no mattresses.

On 11/30/2010, I placed an order (#**) on Sears.com. During the entire process up to and including the shipment confirmation email, signed by Imran **, SVP of E-Commerce for Sears, I was not informed that if there were any issues with my order, that I would need to take them up with a third party fullfillment company (Custom Music). The confirmation email was also problematic in that it showed UPS would be the shipper, but offered a tracking number as a link that launched FedEx's tracking site, which showed the shipment had been "Initiated" (a state prior to FedEx picking up any package).

Entering the shipping number into UPS' tracking site shows an invalid number, despite the order summary page on Sears.com being a link to UPS site to enter the number. When contacting Sears e-commerce support today, I was informed that I would have to contact the third party myself to learn about my order. I informed a supervisor that since all evidence throughout the ordering process up to and including the confirmation showed that I was purchasing from Sears, and that my Visa had been charged on 12/2 by Sears and not by Custom Music, that I held Sears responsible for investigating the order that I placed with them.

The supervisor offered to email Custom Music and that I could expect a response in "a week or two;" otherwise, I would be responsible for contacting them. I informed them that this was unacceptable since Sears was already holding my money. I was given no alternative. I believe that Sears.com is engaging in clearly deceptive practices by selling products from third party vendors, charging customers for them with payment to Sears, and attempting to absolve themselves of all responsibility in the transaction to follow up on fulfillment problems.

When I asked the supervisor how I was to know during the order process that I would need to contact a third party if there were issues with my order, I was informed that because there was a link below the product (Custom Music), with the vendor's contact information, that that should have been sufficient to inform me. I do not believe this is the case and trust that the BBB will follow up with Sears to ensure that future customers are always informed of how third party fulfillment orders will be supported. I have contacted Wachovia Visa (866-415-2029) to open dispute #** to recoup my money.

We purchased a wall oven and range on November 2010 from Sears and was told that the delivery date will be on mid December. We purchased (supposedly) on a payment plan with no interest for 14 months. We received a late notice on December 6, 2010 from (GE Money) and we have not even received the appliances nor were they installed. This credit company (GE Money) had the audacity to insist that we start paying and that we received the product and the contract with Sears to collect payment. Needless to say, I will never purchase anything from Sears nor will I ever use GE Money as a finance company.

I bought these phones and paid good money for them and got my mother the same phones. All of them keep cutting out to the point where I am down only one phone. And that one is cutting out as well. It's very aggravating and I feel I did not get my money's worth on what I thought was a good product. I am very ticked off. Now I have to go and get more phones. Did I mention I am very ticked off with these phones?

Sears is the worst. I had a Kenmore fridge that completely broke after less than 5 years and then bought a Samsung at Sears-- partly because I had stupidly bought a warranty with them. The refrigerator developed a drip that they ultimately blamed on our plumbing. Awful.

I even went through their special "Sears Cares" program which was the biggest joke in the world. Gerald told me I just wanted to blame Sears for everything. Boo hoo! Buyers beware. Sears has the worst customer service, if you can even call it that, that I've ever experienced.

Since I went paperless, I have struggled with the amount I should pay every month. If you check my phone calls to Sears, you can see I am calling at least once a month to verify my amount. In spite of your customer representative's help, I have still been charged interest charges since the July 2010 bill.

I would like to discuss having the interest charges removed from my bill and today I believe I finally have determined what I have to pay every month.

However, I don't feel I should pay past interest charges based on the information/miscommunication that the Sears customer representatives told me. I would appreciate a phone call to discuss.

I purchased a Panasonic TV in September of 2009 along with the extended warranty. I have problems and called Sears Warranty Department. It was over three weeks before anyone could come to my home and even look at it! When they finally came (after one no-show), they had to order parts. Two weeks later, I was called and they said parts were being shipped out the following Monday and would take five-seven business days to get. I should call when I get them and reschedule an appointment.

I know that will be another two-week backup! The first guy left a work receipt for $200+ for his time; the parts I was told exceed $200. Now whenever the repair takes place, there will be another billing for them. It's now been over a month and no repair! What did I pay for? Their reply of "I'm sorry" is supposed to make all better? It's all you hear. The great news is that they will let me go out and rent a TV... all I have to do is flip the tab for this for how long?

How long would that tab be floating around before I got reimbursed? Remember it's Christmas time. It's $34 a week and it can not be wall-mounted whatsoever. I very best can see a six-week rental at $204 plus tax that I would need to put upfront! Now they have approximately $620 into this before they even come back to fix it.

New 42s are far less than that! Stop ** away everyone's money and treating your customers like crap! I feel Sears has not held up to their end of the agreement. I have been left without a TV for way too long and I can see a Christmas at my house without it...just like our Thanksgiving family party. I truly deserve better results for the warranty fee paid upfront.

On Saturday, the 11th of December, my wife and I went to Sears to purchase a craftsman multi tool. Their price was $79 for the tool. We saw a sign that stated they would price match any competitor's price and beat it by 10 percent. We stated that Ace hardware had their multi tool on sale for $59 and the manager told us they did not price match with Ace hardware, that Ace hardware bought their multi tools in bulk and that Sears could not honor the price match. The last time I checked Sears was the leading seller of craftsman tools.

I purchased a Kenmore coffee maker, and one night I filled with water, poured it in the back, when i woke up, the water was all over my counter, causing the counter to lift. Please have someone get back to me, this is my second complaint.

We have been good customers for over 40 years and have had all Sears appliances in my last three homes. Last week we purchased a built in oven, which had to be ordered online at the store because they had none on display. After checking the dimensions with the salesperson's help, it looked like the oven would fit just fine.

However, after receiving it, it did not fit and had to be returned. I only opened the box but didn't remove it from the box. I measured the oven and realized it wouldn't fit. I returned it to the store with the intent of ordering a different oven. Upon returning it I was told that I would have to pay a 15 percent restocking fee which came to $114.00.

A restocking fee was never mentioned nor was there a sign stating such, so we were unaware of it. We are very disappointed that a company such as yours would treat any customer like this, let alone one who has dealt with you for this many years. In the future we will consider other companies before making a purchase like this. We are retired and can hardly afford to throw away $114.00 when we were not previously informed of your business practices.

The stove's larges high quit heating to full capacity about a year ago. We did without until now, when our Maytag quiet series 300 MDB-8S561AWS quit working. The repair man that came out (listed as one of Sears contact repairmen). The flat push-button panel is completely out, parts and repair between $200-$250.00. Parts and repair on the stove (the eye did not work) approximately $250.00. These two items are not the only ones purchased that have had issues.

The Frigidaire Refrigerator FR526KF6emb had to have 2 bottom door shelves replaced after I opened the door and they both fell out at the same time. (They had never been removed prior to this). Cost for my ordering them online approximately $60.00. Am I happy with my appliances, absolutely not. Will we buy from Sears again? Probably not.

I received an exercise cycle for a gift that was delivered 11/7/10. I called Sears installation to have someone come to my home and assemble. They set it up for 2 days later; they immediately charge my Amex $212.99 on 11/7/10. I called the installation back at 6 pm on 11/7/10 and cancelled the assembly appointment and was told I would be refunded within 7-10 days and I received a confirmation of cancellation email at 10:24 pm on 11/7/10.

On 11/21/10, I still had not received my refund, I called the installation department again and the rep told me that the previous customer service rep didn't submit for the refund. This rep stated he did and put a rush on it and to check back in 5 days. I did, no refund. I called back on 11/29/10 and they told me that it takes 7-10 days and I should receive the refund in a couple of days. As of today, 12/7/10 I have not been refunded. Since then I have contacted Amex and submitted a dispute on the charge.

I called the Customer Service Department today, since I was getting no where with the installation department and after being on hold for 19 minutes and explaining the issue with the Customer service rep, she places me on hold for another 7 minutes, comes back and tells me that the installation department has no record of it and that I need to call home services. I informed her that I was not about to make another call, that I wanted to speak to a supervisor. That was 37 minutes ago. I literally am on hold waiting for a supervisor as I type this.

Between the 3 calls before today and the time thus far today, I have approximately 6.5 hours of my invaluable time. I am extremely distraught, and want my $212.99 credited on my Amex. I want Sears to be held accountable and prevent someone else from going through this horrendous experience. Before I submit, as of this minute, it has been 73 minutes since I dialed Sears' customer service department.

never come across any advertized material before stating this, there was nothing at the pickup store (the clerk and I looked everywhere but didn't find any such statement.

aggravating snot, he kept saying read the fine print and I have but see no statement regarding 10 day returns if paying cash. I routinely shop at Sears and always pay cash.

The manager at the pickup store for catalog ordering and I do not get along well and I think she has complained to head office about me and now I've been branded a problem customer and is being treated as such.

hope I can get some satisfaction soon.

I went there to return something from Lands' End. No Lands' End Department, however. The first floor where I entered is a pigsty, a total mess. No one will want to shop in a store when it is obvious that there is no respect for the customers. The customer will have no respect for the store either. Huge piles of clothes, no clerks, a total pigsty. Is there a manager? Is there a training program for the staff?

We have just spent $18,000.00 plus redoing our kitchen. We are not complaining about the people who worked on the kitchen, we could not have asked for better. But, the icemaker on our fridge, which came from sears and has a maintenance agreement and the new range hood, that only hums is causing us to have to wait for repairs.

If we didn't have multitudinous maintenous agreements with sears and if we did not have to schedule repairs around my handicapped husband's doctor's appointments, maybe I wouldn't have reason to complain. But we have to go through this. We are faithful Sear's customers that are being treated like a once in a while customer. I cannot complain about the people who redid my kitchen, but your back-up maintenance plan that we pay dearly for, really sucks. You really need to rethink your policies for faithful customers. We have been faithful for years and are being treated like "step-children".

My name is Becky ** and almost 2 years ago I had purchased over $1,000 worth of appliances from sears and also purchased the plan for them to come out and check on it. But just like last year they have cancelled on me twice so far and I have to take time off from work to have them come out on their own time. I cannot do my laundry until the washer is fixed, because the top part is coming completely off. I want some credit back for all the hassle they put me through or something. I am not very happy and I will be buying from somewhere else from now on!

I purchased a Kenmore coffee machine and toaster. One night, I put water in the back of the coffee machine. In the morning, all the water was all over my counter, causing damage to my Formica counter top. I did not return because it matches the toaster. I only put water in the back when I'm ready to make.

On 11-26-2010 between 7 and 9am, my husband and son went into Sears store 1510 (Calumet City, IL) and purchased a digital camera. The cashier that rung them up sent the order to be picked up in merchandise pickup downstairs. When my son went to retrieve the camera, the store manager came out only to tell him that he will not be picking up a camera because it shows on the receipt that they picked one up already. My husband came a few minutes later and she told him the same thing.

They both told the store manager that they never got a camera that the associate must have made a mistake and marked the receipt but she refused to hear anything they had to say. In front of other customers, she, as well as the LP manager, Vince, accused them of stealing the camera. They announced that they had them on video doing so. When my husband asked to see the video, they refused. So he demanded his money back.

They gave him a gift card. She then stated if he ever comes back in that store and does that again he won't get anything. Does what again? He is a senior citizen, a Sears retiree, a faithful shopper for Sears. The only thing that he can do again but probably won't is put his trust in a company that he stood by for years. He didn't want the gift card. All he wants is his money back. His respect is gone. That was embarrassing. I contacted the company's complaint center and made a report but only to find out days later that the district manager is going to stand behind the store manager and close the case.

Our refrigerator went out Sunday, Nov. 28, 2010. My husband called American Home Shield that day to request service. The rep. at AHS was very helpful and said he would put the service call on an emergency status due to my husband and granddaughter (she lives with us) being disabled and requiring refrigerated meds. He put the call out to four companies that night. We got an email confirmation the next morning from Sears that they would be handling the service call.

My husband called to schedule the appointment and spoke with #67983. She told my husband that a tech would be here between 1:00 and 5:00 the next day. We waited until 5:15 to call to check on the situation. We were told by "Carmen" that there was not going to be a tech in our area until Dec. 8, 2010, 10 days after the call to AHS. I asked to speak to the supervisor. He told me that since this was an emergency they would send a tech the next day (Nov.30, 2010) He apologized and assured me that the tech would be here between 1:00 and 5:00.

I waited at home another day, two days off work, for the tech to come. At 1:15, Sears called to tell us that the tech was out sick and that it would be Dec. 6, 2010 before they could come.

I called Sears back to try to talk to the supervisor I had spoken to the day before, I was put on hold for about 15 minutes then transferred to American Home Shield. I will never do business with Sears again! I will post on every site possible to see to it that no one else does either. They have an A+ rating with the BBB (nothing but a sham promoted by bad businesses giving consumers a false sense of security) but judging by the number of complaints I have seen online the work is still getting out. Do not do business with Sears!

I bought a vacuum from this store and after less than 6 months, it didn't work good. I still have the box and the receipt. I went to the store to return it back. The lady on the cashier was very nice. She told me, "I am sorry, you can't return it back because it's more than 30 days." I asked her, "Why? Because I am honest, I show you the receipt. Okay, forget I have the receipt. I bought this yesterday and I didn't like it and I lost the receipt, will that work?" She said yes. She called the manager to get the code in her computer to return it back. The manager came. She is very rude with me. She is yelling and she's not nice at all. I left my vacuum and left the store.

During this time, I got a Milky Way candy and I opened it and I ate the candy because I am low in sugar, and I got dizzy when I left the store. She said, "Oh, she's got to pay for the candy." I didn't hear her, my friend did. I left like a $50 vacuum. And she yelled to me and called my name because I forgot to pay for the $1 candy, and she tried to take my car license plate. I told her that's not nice to do this to me. She kept saying names to me, and my friend went to the store to pay for the candy. The cashier wanted to take the candy. The manager kicked her out and all her name so I called the police and told them the story about what happened because I thought she called the police on me. Like what she said, the police told me, "Don't bother yourself, the police is not gonna bother himself for $1 candy."

Bought three kitchen appliances on sale for Black Friday special said that limited to warehouse quantities. Purchased Kenmore refrigerator/stove/microwave on VISA credit card assured that scheduled delivery would be 12/16/10. Follow up call that evening confirmed said delivery date. Next day, they called to say that I would need to reschedule to 12/28 since they were on backorder with Kenmore. Only resolution they would give is credit of delivery fee. This is not acceptable, Reason for purchase was to have in time for Christmas use in meal preparation for visiting family. This was illegal use of sales advertising that these items were in fact suppose to be only for in stock items.

I placed an online order for an elliptical machine and I received a confirmation number and email. I received a phone call from Sears telling me that they can no longer honor this sale because of a typo.

My mother-in-law was trying to purchase a new refrigerator from Sears in Greenwood. Not only did the sales person try to hard-sell all the items that were not necessary, after hearing they were not needed, the delivery charge to get the item to my mother-in-laws home was ridiculous! I will never purchase an appliance from Sears and advise others to shop at their local appliance store. At least they are human, instead of trained monkeys, and can work with a person on the price and any other fees!

On the day of delivery I called Sears (800-549-4505), and was advised there was no delivery. I advised of my confirmation of order, then I was told that the TV was out of stock. It was fraudulent. They took my credit card billing info for something that is not in stock, and holding the funds for 10 days. It caused arguments in my family. i lost the opportunity to buy a TV that is on sale because they held my money for 10 days. I had to buy a new TV for $1,600.

On October 26th, we had Sears respond to a Service Magic request for tile installation in our home. Two sales associates showed up to take us through their products, take measurements, do a price estimate, etc. They stayed at our house for over 4 hours, "no" was not an option. They kept bringing up more specials and discounts, even went outside and waited for us to "talk things over". Really, we were taking care of our child who was throwing up, but they still stayed.

Finally, not wanting to lose the additional $1,000 discount "offer only good tonight", we agreed and went to place a down payment with the understanding that we could cancel in 3 days for any reason. The sales associate then suggested we run out to a local grocery chain to pay with gift cards. She said, "you can save money with the grocery points you get". We asked what happens if we canceled, she assured us it was the same as putting cash down. So they stayed and waited while my wife ran to the store and returned. Two days later, we were out checking prices to compare our deal and we found the same tile at a store. It is their lowest priced tile and they recommend against it. Also, it turns out the measurements they took were off, the installation method they suggested is not recommended and the total cost was way too high.

So we called to cancel the contract and they said "sorry to hear that, no problem". Just to make sure we met the letter of the contract, I went through the proper steps of faxing them notification, etc. Three weeks went buy and no money back from Sears. We keep calling the sales associates as the office number always answer that they are closed due to emergency.

Another two days, no cards and we called again. "I'm packing them up right now, I will drop them off on my way home". Now 4 weeks after canceling the contract, I have $2,500 in gift cards. Sears stores refused to refund them. The grocery chain said it is up to Sears. Nobody can give me my money back and the last thing I want to do is spend $2,500 at Sears. We now have a case file opened with Sears after calling and asking for the Senior VP of Store Operations in Hoffman Estates. Only to be told, we will call you back after the holidays, but we don't think there is anything our system will let us do. Beware of Sears Home Improvement. The deals are terrible, the quality is bottom of pile, the sales associates will say anything to make a deal and the management (Josh **) is clueless about customer service.

After scheduling an appointment and the technician never being on site, I called five different times to reschedule. No one can seem to actually schedule an appointment correctly. Then, once I do get through to the process, the times that I had available were all booked up. But they weren't when we began the call.

They sold me an oven without a sticker on it stating the model number and now the computer in the oven is not working. They claim they cannot service it without a sticker. I have the original receipt with the model number on it. Please help.

Why have a service center if you can't obtain the part needed? I currently need a Knoe timer for my Kenmore Dryer Part number 688865 which I had replaced back in 1995 by going to the Sears College Point Service Center in New York, purchasing it and repairing the same day. I called your 800 number only to be told that I couldn't obtain it at the service center and that I had to order it. I need this dryer repaired not and not next week or the week after. What is going on today with everything? Everything in life today ****. You should go back to the way you did business years ago. I shouldn't have to wait until next week or longer to replace a part that I'm capable of replacing myself by purchasing the part I need at your service center. I've always purchased Kenmore appliances but I am certain that I won't be in the future. Everything evolves around big companies saving a buck or two. There is no reason why a service center couldn't carry all parts needed even if it was one particular part which then would be replaced when sold. It makes sense to me and I'm sure many other people as well. Thanks for not helping.

I purchased an oven from my local Sears store in November 2008. I installed the oven in March 2009. My family is not home from June until August every year. The oven broke in November 2009, the temp was uneven inside. The oven broke again in May 2010, it stopped working. The oven just broke again, November 2010, it is not working again. Sears says "things break". I don't know but when I paid $700.00 for an appliance which I have only used for 12 months total and it has broken 3 times, I don't think "things break" is a good answer for this issue. I have almost paid more in repairs than the oven actually cost. I have 7 children and no oven for the 3rd time in 2 years!

At Sears, I was offered $15.00 off a purchase by cashier if I signed up for credit card. I did. The purchase for $17.00 and some cents was rung up and $15 was taken off. Then I paid the card off of $2 and some cents. Then when I got a statement, there was a charge of $59.00 for annual fee.

I called customer service. I was told they could half the fee if I would keep the card. I said no, that it was not right that they did not tell me about the annual fee. The girl said she was going to close my account. Over the last week, I have received numerous calls from card solutions wanting up to $100.00 now with interest adding up. I told them I refused to pay because their method was unethical. I should have been told upfront about the fee.

They said I should have of read the papers. My response was they should have told me or I would not have taken the card. Who has time to read these papers at the register? They said it was my responsibility to read it. I have had several unpleasant conversations since then! I talked to one caller's supervisor. I asked to speak to her supervisor and she refused. She said I just needed to talk to her as she was over irate callers. It's more of a mental frustration. I just want this off account and have it closed. Why should I have to pay a fee I'm not using card?

The customer service is so poor. I spent $5,000.00 stressing to write it all out, but never going to buy anything there again. No one ever phones you back. To have to chase them experience is awful.

I am a news reporter in Washington, D.C. I am not the consumer affairs reporters, but a viewer called me and gave me a horror story about customer service involving getting her refrigerator fixed by Sears and asked me if I would put our consumer unit on it. I decided to just take a few minutes and try to help the woman who is 89 years old and gets about on a walker and wheelchair.

After some minutes explaining the situation to an "Earlene" a Sears, I was told that a refrigerator repair man would be out the follow day between 1 and 5. The elderly woman called me at 4 saying that Sears had called to cancel. I called 800-469-4663 and asked to speak to a supervisor and was put on hold for 30 minutes before I called back on a different phone, afraid to lose my place in the queue. Finally, this Bernice comes on the line and and I explain the problem, she asks what is my relationship to the customer, I told her that I'm a news reporter trying to help the woman.

Bernice then says, she's not allowed to talk to reporters and says unless I have all the account number for the woman then she's hanging up. I give her the woman's phone number and ask her to please call the "customer" if she has any concern about Sear's customers. This is a woman who told me she's been buying Sears appliances for more than 40 years.

The poor woman already had her food spoil because of the broken refrigerator. I called her city councilman to try to get food to her. Now Sears that promised to come and repair the woman's refrigerator has let her down.

Sears ran their usual multiple-page ad in the Hammond Daily Star Sunday edition (10/17/10. In that ad, they showed a digital multimeter normally priced at $24.99 but was on sale for $10.00 off at $14.99 (Model: 03482146). The store opened at 10:00 a.m. on Monday and I was in the tool department looking for this meter at 10:15 a.m. I found a sales who led me to the section of pegboard that had over a dozen different meters. Most of these were far more than the one on sales. And there was one or two real cheap meters. However, there were no meters that were advertised on sale.

The sales person asked me if I would like to look at other meters (the expensive ones, of course) and I told him that I wanted that particular meter. He left and went to check the warehouse for the $24.99 meter and came back a while later saying that there were none to be found. My first question was how could all of the meters been sold in 15 minutes, but he didn't recall selling any and I declined to buy a more expensive meter.

It just appeared to me that someone was pulling a bait and switch routine. I called the store later to register a complaint and was told that they could order the meter I wanted and have it sent to the store, which I agreed to do. But the only way they would do that was I pay in advance of it being ordered. I would have paid for one with my debit card had the store had one and declined to accept this method of sale.

I was kind of ** at this point and called and registered a complaint with the customer service dept. I was told that the store manager would be in touch with me within 48 hours. I waited for two and a half days with no response from them so I called back and was informed that the manager had until the end of the day to contact--which never happened. With this, I called the regional customer service office and complained again. I was told that the regional manager would now have another 48 hours to contact me. I'm going to twitter after this email and complain with the rest of the posts I see on this poor service.

I've been in Sears three times this year, and I noticed that every time black customers come in, they're not being assisted by any of the sales personnel. There were 2 other blacks in Sears, but only the white customers were being assisted.

1. I needed a filter for my Kenmore refrigerator. I searched Sears online and I found a whole page of filters. The one on the internet quoted a price of $32 plus shipping or I could go to a Sears store and save the shipping. I called the local store and they said that they had the filters on hand. I drove fifteen miles to the store to get the filter. When they produced the bill it was for $56 plus tax. I showed the clerk the copy of the information; he said we don't pay any attention to those prices. I needed the filter, so I paid the rip-off price.

2. Today I went back to this store looking for a pair of trousers. I was in the department for about a half an hour trying on clothes. In all that time I never was approached by a sales clerk, but I got to watch two people shop lift. When I got to the checkout register, I was behind one woman checking out. She has 3 presents and wrapping boxes for her son's birthday. After she had completed the checkout, the clerk took the gift boxes and wrapped the items. All the time she was doing this I was waiting to check out.

Suggestion for #1: Get the people in the store and the people putting information on the internet on the same page. Also, I was a little irritated with the clerk's tale-it-or-lead-it attitude.

Suggestion for #2: Get a few clerks to help people and this might cut down on the shop lifting. The price of the items that were shop lifted probably would have paid the clerk's wages. I think that it would be better customer relations for the checkout clerk to do her job when people are waiting.

On April 2, 2010, I purchased an Electrolux pop-up vent for use with the Kenmore Pro gas cooktop I purchased a few days earlier. I paid $1,638.99 which includes a $139 installation fee. Over the course of the last 6 months, we were told that the blower that goes with it had been forgotten to be ordered, that the blower got lost, that the blower was the wrong blower. We finally understand that the blower has arrived and Sears agrees to pay for the installation. We then wait 2 more weeks for the installer to give an estimate of the installation (which turns out to be $500). We make an agreement with the store's manager that we each pay half. I then allow them to charge my credit card an additional $110. That was 3 weeks ago.

Throughout this entire experience, we have never been contacted by the store to inform us of the problems. It has always been us calling them. In addition, I cannot even get the installer to return my phone calls. Numerous calls to Sears Escalation Dept. have proven to be a total waste of time. I can't even complain to Sears because no one is even able to refer me to that particular store's district manager. I am truly stuck!

I bought a serta mattress set from Sears on 9/12/10 and delivered to store 9/21/10. I did not get to pick it up for a week. Since I did not have any help getting it upstairs until this past Monday, I did not know that I was sent the wrong mattress. I ordered soft and received firm. I called the store 2 days ago and the answering machine replied that I would receive a callback within an hour. I would like to send this back and receive the right mattress as I have arthritis and cannot sleep on the firm.

My central A/C wasn't cooling off properly in June. So, I contacted Sears' salesman Mark **. He came in at my house, looked at my A/C and recommended me to change A/C and furnace. The furnace was totally working despite of it being old.Then, he verbally promised me a date when the installation will be done, however, in his contract he put the date as 2 weeks later than what he has promised for the date of installation. Obviously, it sounded shady to begin with.

It took him over 3 hours filling out all the paperwork and submitted it to Patty who's in charge of the installation. He told me anytime I have any issues, I just call Patty and she will take care of me. Well that's the biggest lie. I called Patty's office and asked for Patty, this other Hispanic lady said "Yes, its Patty how can I help you?" Imagine! Then, I caught her lie and she was like, "Oh yea, I was going to transfer you to Patty."

The second time, I called Patty's assistant, Brian, and he was straight up impatient and kept interrupting me in the middle of my conversation. In short, it took them 4 days to install the A/C in bits and pieces. I thought the nightmare was over. Now, its been chilling outside as its fall in NJ. The pilot wouldn't come on for the heat. So, I called Sears' toll free number to request them to send me a technician and they said someone from their office will call me to setup a time. Its been 4 days and yet no one has called me from their office.

I called the installer's cell number directly and he, then, came in to check the unit. He did spend an hour and said it has some electrical issue and he will send an electrician "the next day". Then the electrician came and after spending 1 hour, he said everything looks good on the electrical side. It's been more than 48 hours and no one has called or followed up.

I called their office to complain and speak with Patty, and she was "on the phone" like always. I called the salesman Mark ** and expressed my frustration. I called the technician and he said he's contacting the manufacturer to see what could possibly be causing it. At this point, I am freezing at home and wearing layers of clothes while writing this and with no resolution to my problem. I really hope I could get my money back somehow and never, ever, have to deal with Sears again. What a bad experience.

The written complaint to Sears has yet to be resolved. Forward to Corporate Management. The pool table is still not here! The delivery drivers do not know where it is. We have received nothing, but excuses about why we haven't received our merchandise. The Sears/subcontracted driver arrived this morning, Thur, 07 October 10 at 0815. He asked my wife where we wanted the pool table placed. My wife showed him the space upstairs. He said okay. A few minutes later, he told my wife that we don't know where the table is because in the system it shows that the table was delivered to us. Yesterday's driver typed that prevarication (lie) into the Sears delivery system. He then contradicted that lie, by saying that he didn't deliver the table because they (3 guys) felt threatened.

Let me inform you that for security reasons and insurances purposes, we videotape every delivery to our home and every person entering our home. Suffice it to say that the entire incident was caught on tape. I can and will provide the video to law enforcement personnel, the news media as well as your bosses and investors to exonerate my name as a customer.

How ironic that a simple recreational purchase has augmented into the worst business transaction I have ever had. Your subcontracted driver has made good on his threat to not to deliver my pool table safely to my home. This unprofessional foolishness has now cost me 72 hours out of my life that I can never get back!

My original request was simple, lucid and direct. Deliver it on the agreed date, place it upstairs and I will assemble it. I feel that the cost to assemble it was more than the cost of the table. Under the very aggravating circumstances of your driver threatening to damage my property, lying about feeling threatened, in addition to me spending $396.11 in your store, the following is the very least you can do.

Instruct your subordinates, before the close of business today, to deliver it and assemble it at no further cost to me to ensure that your dishonest driver did not drop it four or five times to damage it and carry out his threat. Sears is a multimillion dollar business entity which can afford to do this to rectify this unwarranted belligerence towards a customer.

Your stores don't pull in the large numbers of clientele/customers like it did in the past. Options like other competition, better competition and lousy/disrespectful customer service is a direct cause. I assure you of that. All customers talk to their friends and associates about good or bad customer service. By the way, take a moment to check your system and the security bar codes to see where my pool table is, because it is not here and that will be your first probable cause to corroborate what I am telling you.

On Thursday, 07 October 10 at approximately 0845, I received a phone call from a person whom identified himself as Dan **, Operations Supervisor for Sears, 2090 Etiwanda. He without proper investigation reiterated false hearsay by the driver as justification to support the inappropriate actions of the Sears delivery team. This experience with Sears leads me to believe that you should terminate everyone of these persons I've identified whom are being deceptive and naive. Because everyone one of their voices and/or images have been recorded and will clearly indicate their propensity to lie.

I can only surmise that this is not the first complaint of this type and/or with these employees. Am I to conclude that your employees think they have some mystical right to punish me and any other customer they don't like. While you troubleshoot this issue, I'll take the time I set aside (i.e lost) waiting for a simple delivery, to locate someone in the news media to also investigate. Let it be understood that I am not the culpable party here.

Hopefully, while your upper management eradicates problem employees, you'll also conclude that with or without my proof on videotape, your store reputation is on the line and most importantly 99.9% of the time the customer is always right.

I would like to discuss the horrible customer service at Sears. I had a small return to make at sears; I had my receipt and the merchandise. The cashier told me that he could only return my refund to a sears debit card. I explained to him that I used my debit card, the money was immediately taken out of my account and I wanted my money returned to me. He called for a manager, I waited 15 minutes and the manager never showed up. I went to their business office and voiced my complaint. The manager on duty (Evelyn), finally showed up after several pages, proceeded to tell me that she had to investigate and she would get right back to me. I explained that I was on my lunch hour but they could have cared less.

She took another 20 minutes to come back and tell me that their register identified my card as a credit card (clearly it states debit card on the card) and that they would credit the money back to my account. She then swiped my card again to show me that the card comes up at a credit at their store. My card was charged again as a credit. I did not find this out until I checked online after leaving the store and realized I was charged again. I left work again, returned to the store to inform them of what had happened. She proceeded to tell me that yes she charged it again as a test and she also voided the transaction. She never gave me a copy of the void - nor did she inform me of what she was up to. I told her that my debit card is charged a fee if I use it as a credit card and that I should have been made aware of this when I made my purchase.

She was rude and obnoxious; her manager was just as rude as she was. He just wanted me to go away by informing me that it would drop off in 7-10 days and that I would see the credit in the same time frame. No compassion, no understanding and no satisfaction. My time was wasted, my card was swiped without my authorization and they just wanted to justify what they did as if it shouldn't have mattered to me. Absolutely no apology.

I don't think I would feel so badly but knowing that Sears is a choice for me. I have shopped at Sears for the last 40 years. All of my appliances, kid's clothes, grandkids clothes and toys, TV, DVD's, furniture, etc. have been purchased from Sears. Thousands and Thousands of dollars over the years. I have never been treated as horrible as I was today at Sear, Eastrige Mall, San Jose, CA. I have since cut up both of my cards and have vowed to never shop at Sears again. How can you forget about Customer Service? I am writing to the corporate office. I am still waiting for customer to return my call, what a joke.

There is 4 weeks of pure dissatisfaction and hell we have gone through with Sears to get all written out. On Sept. 6, I went and opened my fridge door, smoke poured out, I screamed for my husband and he came and had to reach in and pull and break the light out. He burned his hand, I burnt my hand as well on a Ziploc baggie of food and Tupperware containers, since they were so hot they practically melted in my hand. We figured out that something in one of the computer boards "malfunctioned" causing the light to not shut off. This lead to getting so hot, it melted the light casing, melted wires, which were so hot they started to smoke.

We lost all of our food in the fridge because it was so hot, the temp read over 65 degrees, and it was still cooking. Guaranteed that if we had not caught this when we did in another 20 minutes or so, we would have had a fire in our house. Being a mom of 2 young girls, I sure got a bit freaked out. This should not have happened, somewhere on that light there should have been some sort of a sensor to shut everything off before it got to that point.

Immediately I get on the phone and call that "4my home" number. After being put on hold numerous times, I was told "oh so sorry, that should not happen, we will charge you a minimum of 65 dollars for us to look at it and then add parts and labor, and he will be there in 2 weeks". Well, that does not work for me. I said I will figure something else out. My husband started looking into this online, found lots of complaints and reviews of this happening with others. I am so so disappointed and very unhappy with Sears. I then took the burnt parts with pictures of our burnt fridge into the Sears store where we bought it from. The folks there were somewhat helpful. They told me this has happened to others, but there is no recall on it. They called someone and gave them all my info, but 3 weeks later I still have not heard a word back!

They gave me an insurance number to call, and they could not help me whatsoever. I was told that there was no property damage to cover. What, come look at my fridge. I can't even tell you how many times I had called Sears, and this number and that number and got nowhere. Money is not the issue, I know our warranty expired, but this is not a normal wear and tear issue, this is something very dangerous and should not have happened. If we did not catch it on time how would Sears feel knowing it burnt our home down? Plus finding out this has happened to others, shouldn't we have been informed so we could get the issue taken care of? Two weeks go by, I called and made a complaint at BBB, I called another number for the state of NY consumer affairs and the consumer product safety commission.

Finally we break down, called Sears again to have them come fix the darn thing. It's cheaper that way than buying a new fridge, however very nervous hoping it won't happen again. A technician comes, tells me it is recalled, fixes it for free, and the lights now have sensors and the board is completely different! What? Why did no one at Sears know this? It could have saved me a lot of hassle and a lot less work! I'm so upset right now, my blood is boiling. So now, he had to have the light casing mailed to us, waited for it, turns out they didn't put a part in the box, so once again I call back, then they try to tell me they are going to charge me for the part even though I am holding the receipt in my hand that says no charge. To this day, I still have not received the part, unfortunately I have to call Sears again and I am dreading so many things.

I have to put 2-3 hours of my time on hold, just so they can screw around with me and put me on hold and send me to this person and that. I never ever want to deal with another Sears person again, and I thought this whole situation was done, but still waiting for a part. I sure do not want to hear another reading from a card of someone saying we are sorry and we can't help you right now, and thank you for choosing Sears, because I will blow a gasket!

Our fridge now has burn/bubbled marks and I'm still fighting with Sears to get this fixed right.

At 3:50PM on Sunday, September 26th, I called the local Sears store in Duncan, Oklahoma where my wife and I purchased Craftsman Lawnmower (Model #010410M001999) less than 3 weeks ago. I explained to a male Sears rep that the self-propelled feature quit working and I would like to know what we needed to do so we could continue mowing. He conferred with a female employee (without putting me on hold), who told him to tell me not to bring it in today (Sunday) since they close at 4:30PM and that it would probably be Wednesday before they could get to it. I was mainly dismayed because I will leave the town on a business trip tomorrow, which means I likely won't be able to get the mower in Wednesday, which in turn means who knows when my new mower will get fixed. As a side note, we shopped many different places (including Walmart) and settled on the Sears Craftsman because of the value we perceived in the name.

I purchased 15 gallons of easy living primer tinted the wrong color. Called to talk to manager, did not get the top dog of course after 30 minutes waiting on the phone. I told about the situation and was spoke to rudely and unconcerned. Was basically told I was stuck with this paint that is way to dark for my finish paint that goes on top of the primer. Call again and spoke with Becky and once again they defended the idea that you are stuck with your 300 dollar purchase of paint.

To top it off, I tried to use the paint to not cause a complaint about this but could not continue because it was way too dark. I expected professional courtesy on fixing the problem, not getting the rude and unprofessional results that I got from one person but two. I will not be loyal to any thing that Sears stands for because it is not how they take care of their customers in return.

I called your Sears home services to get my Maytag dryer worked on. Your man came out and was very professional. The parts and labor came to $360, which was more than it was worth. So I gave him $138 and he gave me a coupon and wrote $75 off on the 65$ coupon. When I went to the store, your salesmen told me I had to spend another $100 to qualify for that much off; so I went and bought a new dryer somewhere else. I have been buying from Sears all my life, but you can believe I will not be back! I will just take that $138 loss as a good lesson.

I purchased a Kenmore gas range on 2/22/06 (Model: 790.78733406 / Serial Number: VF60612220) for $799.99. The delivery fee was $50.00, the haul away fee was $20, the tax was 6% (on all the above) for a total cost of $922.19. On Monday, 9/13/10, I was baking and when I pulled the oven door to remove my product, the oven door handle pulled off causing the face plate and glass portion of the door to fall--coming down on the front lower part of my legs.

On Tuesday, 9/14/10, I called Sears utilizing the 1-800-4-MY-HOME number and spoke with three customer service personnel. I was informed that my "warranty" had expired. I explained that the handle just pulled off and that the door fell apart. I was told that a service repair tech could come to my home for $129.00 "flat rate fee" and could fix the range, not including cost for parts and labor.

Unable to repair the range myself, I made the appointment. Upon arrival at 5:00 pm, same day, the repair man ID ** inspected the door and informed me that the "screws were too short" and the holes where the screws go into were "stripped." The handle and screws (much longer than the original) were replaced for a total cost (including tax) of $178.22.

I bought in person a stationary exercise bike at Sears Montgomery Mall. This was nine days ago. I was told that delivery would be today, September 14, Tuesday. I stay home from work. It is almost 11 in the morning. No one called. I called the delivery service. A woman speaking bad English and who is very impolite told me that I am not on any delivery list and closed the phone on me! I have been a Sears's customer for more than 40 years! What is going on? I want my money back and would avoid buying anything from Sears if this is how you respect and treat your customers. A day of work lost so far. Also, there is more than $300 that Sears already took for this non-delivered product. Plus, I have hearing and head aches caused your horribly incompetent and unprofessional delivery service person.

We purchased a craftsman lawn tractor a year ago. In august the wheel came off. The tractor was still under warranty. Service was scheduled for one week following our call. The day before the scheduled service sears called and said no technician was available and rescheduled for two weeks later. This was entirely unacceptable as it left us with 3 weeks of no way to mow our 2-1/2 acre lot except to pay someone to do it. After much debate, Sears agreed to give us $25 a week toward the mowing (a drop in the bucket toward the cost of the mowing).

One check arrived. The technician came as scheduled with no parts to fix the wheel, although sears knew what the problem was. So, again, another week will pass till we (hopefully) have our mower. I called Sears to report this situation and to tell them we received only one $25 payment. The representative said that is all we will get.

I was previously told that we would get $25 for each mowing! In addition, the representative was arrogant (although she remained professional)and refused to allow me to speak with her supervisor. At that point I lost my temper and after repeated requests to talk with her supervisor, hung up. We have previously been very satisfied with Sears products and services. In fact, we purchased all new major appliances from Sears last year when we built our home. I can only trust that we do not have any problems with them and that this current situation is not a sign of things to come with Sears.

My husband and I complained to Sears Customer Service on a number of occasions about a refrigerator we purchased at the local Sears store, a Kenmore Model #79577302600, purchase date 02/17/08 regarding a refrigerator lighting problem. The light would not shut off and at times would not go on. They first asked if we have an extended warranty which we do not and said it's a $75 service call not including parts or labor. I wasn't very happy because we also complained to them about the French door gasket tearing after just 13 months. They refused to assist and just asked us to pay their service charges. I couldn't believe that we purchased all our major appliances from Sears, washer, dryer, dishwasher, microwave and stove, and this is how they were treating us.

The end result with the lighting problem is that we now smell a burning plastic odor from the refrigerator and the lights are going crazy. They go on when the doors are closed and off when it's opened. Again, we had to suffer for 35 minutes speaking with a Sears rep. who was not very good in speaking English and her supervisor had to intervene a number of times, who also had a problem with the English language. Unfortunately, they were both just very difficult to communicate with. We then asked the supervisor to speak with someone who could help and we could understand and were put on hold for another 10-15 minutes. We finally spoke to a Sears resolution problem specialist at Ph#1-800-479-6351 whom we could understand but had no recourse but to pay the $269 one year service contract to get a local Sears service rep to come out in 3 days.

I'm very disgusted with Sears and will never give them our business again. I work in the healthcare field and I'm exposed to hundreds of co-workers and clients. If anyone asks my opinion about appliances I will recommend never going to Sears for major appliances or Kenmore products. I would recommend Home Depot or Lowe's; they always want to please their customers and carry all major brands for equal or better prices. Shame on you Sears !

On December 9, 2009, I placed an order online with Sears Pick-Up for the Robinson, Pennsylvania location for two (2) Tom Tom GPS Systems. On December 10, 2009, when I arrived at the Sears Pick-Up Window at the Robinson location, I was informed that only one (1) Tom Tom was in stock. The salesperson did a credit to my account for the one (1) out-of-stock Tom Tom. My account should have been charged only $160.49 for this transaction.

On December 10, 2009, I placed an order online with Sears Pick-Up for the West Mifflin, Pennsylvania location for one (1) Tom Tom GPS System. On or about December 15, 2009, I called the Sears Pick-Up Window located in West Mifflin, Pennsylvania and canceled the Tom Tom GPS System. My account should not have been charged for this transaction.

On December 10, 2009, I placed an order online with Sears Pick-Up for the South Hills Village, Pittsburgh, Pennsylvania location and picked up one (1) Tom Tom GPS System at the South Hills Village Sears. My account should have been charged only $160.49 for this transaction. On or about December 15, 2009, I returned the two (2) Tom Tom GPS Systems (one (1) ordered and picked up at the Robinson Sears, and one (1) ordered and picked up at the South Hills Village Sears), and received a credit slip for each. My account should have received credit in the amount $320.98 ($160.49 x 2).

Upon reviewing my account activity, the credit I received on December 10, 2009 for the out-of-stock Tom Tom from the Robinson Sears was changed to "Return Reversal" and was now a charge to my account in the amount of $160.49. After further review of my account, the activity reflects that I purchased five (5) Tom Toms, when in fact I had only purchased two (2), and it also reflects I returned three (3) Tom Toms, when in fact I returned the two (2) Tom Toms that I had.

If I physically only picked up two (2) Tom Toms (one at the Robinson location and one at the South Hills Village location), my account should only reflect a charge of two (2) Tom Toms, not five (5). Please note that I purchased two (2) Tom Toms and returned two (2) Tom Toms. I do not understand how Sears can charge for items that were not picked up and/or purchased.

In a letter dated January 28, 2010 to Sears, I requested that my account be credited in the amount of $320.98. Upon review of my account, I noted that I only received a credit of $160.49. I have been contacting Sears on a monthly basis requesting that it credit my account the $160.49 I am owed. I keep being told that someone will contact me by phone. My last contact with Sears was on Friday, September 3, 2010, at which time I was told someone would call me regarding the discrepancy in my account. This has been going on for almost a year and I would like it resolved. Thank you for your attention to this matter.

The technicians were not professional. They left my house very messy. It was more work for me than I expected. I thought that Sears had a great reputation so that is why I called them. Their advertisement stated that the duct work would be cleaned by professionals. They were not. I had to go behind them to make sure they were cleaning the ducts. Some of the vents were not put back properly. I even caught one of the technicians trying to put a vent back on with so much dust still inside. They were not careful and knocked down one of my plants and half cleaned that up. I would not recommend Sears to anyone. I am still finding the mess that was left by them.

Sears is charging customers for items that are on back order when they are ordered not when they are ready to ship. I ordered 8/30 washer and dryer. The washer is on back order until October 15. That's over 30 days away and they are paid. If they push the back order date back (and they can) they still have my money and I don't have my washer. Not Ok. They should not charge customers until they are ready to ship the items. I've never experienced this type of business practice and will not continue to use this company until this policy is changed. Pre-charging is illegal in some states. I'm in the process of finding out if it is in my state and why it's not.

I am done buying stuff from Sears. When they say that something is on sale, then they should disclose that you have to send a rebate in which will take two months to receive. But the sears rebate center always seems to find a loophole to where they can just keep your money. We bought a tractor in May, because we thought it was a good price. Only did we find out that we had to pay the full price at the register not the sale price. We paid in cash and credit card but the store conveniently only printed out the receipt for the visa transaction so when we sent in the rebate the companys reason for not giving us the rebate was that we didn't pay full price, but the cash transaction wasn't even listed on the receipt thanks to the wise sales clerk. Just another scam to basically lie to you and get your money without giving you anything back in return. I hope Sears goes out of business. I am in the military and will be spreading this from Georgia to California and yes I do know many people.

I have been trying to cancel an order which was scheduled to be picked up in Chicago, I live in Michigan. Since July 23, 2010, first the store told me I had to go online and cancel on the pickup date. Then I called customer service cancellations and spoke to several people who kept telling I will get an email in 24 hours, which I never got, and the money will be back in my account 5-7 business days, still have not received the money yet. I am tired of calling them and going through the same thing with no results. As of today, I still did not get an email or the money back.

My husband and I purchased a mattress and box spring and after about 4 months, it was lumpy and sagging. We called Sears and after 4 hours of being transferred to all departments they finally replaced the mattress. We had to travel over 2 hours to get the new mattress. Well the second mattress is worse than the 1st, so I called Sears because we have a 10 year warranty. We received no reply at all. We are not rich people and they should stand by their product. It has been a year and this has still not been resolved.

I just experienced the worst customer service imaginable. I purchased a washer and dryer ($1,7000) which both needed repair after 6 weeks of light use. Just this took 30 minutes to schedule. But I also discovered that the 5-year warranty ($259) covered only the washer, but I was told at purchase that it covered both. At this point, it would have been over $300 less expensive to purchase at Lowes, but who knew.

It took 8 departments and just short of 2 hours, including referral to two non-working numbers, to finally reach a customer relations agent who could handle the problem. Note this number: 800-311-4313. It goes directly to a meaningful customer service agent. At this point, I was given partial credit for both machines to match the cost of the dryer coverage ($299), the time limitation to buy the coverage was dropped, and all is well.

My parents replaced a functioning but old energy efficient Kenmore refrigerator with a new Kenmore refrigerator model number 72852101 in July 2002. I want to note that the refrigerator is only used 6 months a year. It is in our family's summer home and therefore it does not get used daily. It has never functioned properly. Within the first year, the evaporator, motor, and heat probe were replaced twice due to the freezer melting food and refrigerator not keeping food cold. We felt that the unit should be replaced after the second failure. The unit at that time was still under its initial warranty. In addition, our parents had purchased the Master Protection Agreement.

At that time, the tech sent to repair it for the second time stated that he would want it replaced if it was his. However, calls to the Sears customer service and repair numbers informed us that since it could be fixed, they saw no need to replace it. And we had a warranty that covers any issues that may arise. Since that time, the freezer has never been able to be used properly. You can only store items on the bottom shelf. If you try to put items on the top shelf, the items do not freeze and the bottom items become soft. The refrigerator itself never keeps items cold enough. And food items quickly get moldy long before their recommended shelf life. The unit has had to be serviced on a regular basis for the same issues each time, having major parts replaced.

Each time, the wait from initial service call for repair is about 2 weeks. Then, parts need to be ordered and delivered. After you receive delivery of said parts, you need to call to reschedule tech to come back out, which takes another 2 weeks or more. This leaves the owner, who in good faith has a warranty, for a minimum of 5-6 weeks without a functioning unit. This summer, my parents are dealing with health issues and a non functioning unit once again. My dad called in July to state that once again, the food in the freezer was melting and the refrigerator was not really cold, and the tell tale knocking and banging sounds from the unit had returned. An appointment for several weeks out was the earliest one available. My dad stressed this was unacceptable. He needed to have a refrigerator. He is in his mid-seventies and has health issues.

Furthermore, his family reunion with his children/grandchildren and extended family was scheduled for July 30- August 8, 2010. He was told that under his warranty, he was entitled to $100.00 towards a rental unit. But it was his responsibility to find a unit to rent. My dad called all over the rural county where he lives, covering over 100 miles including making calls to neighboring PA and 2 Sears stores. He actually had a rental manager laugh at him stating, "No one rents refrigerators. Is Sears crazy?" When my dad reported he could not find a rental, he was told it is not the problem of Sears. However, they could offer him $80.00 to reimburse him for the purchase of a compact refrigerator. My dad went to the Sears store an hour away where he had purchased his unit. Compacts are $149.00 and give no freezer space. He was informed there was nothing they could do. For family reunion, we used several extra large coolers and got permission to use space in the church's refrigerator for the weekend. It is a 3 mile trek one way to church.

This is July and August with the temperature over 90. Several times a day, one of us kids drove to the store to purchase 5 more bags of ice. This process continued as we were waiting for our repair appointment on August 11. Our parents were scheduled to be out of town, so my husband and I changed our vacation plans to be here. On Tuesday August 10, we received a phone call confirming our appointment. On Wednesday afternoon, we received a call from the tech canceling; his schedule would not allow him to come today. We were instructed by him to call the 1 800 number to reschedule. It took 4 phone calls to get someone who spoke English so we could reschedule.

The people in the first 3 calls read from a script and told us we were scheduled for service on August 11, not understanding when they were informed the tech cancelled on us. We were rescheduled for Tuesday, August 17 between 1-5 pm. We tried speaking to someone of a higher authority. Everyone reads from a script. I spoke with Elavena, in a manager position. I needed to retell everything I had already told 2 Sears agents. She informed me she could offer me the $100.00 toward a rental and the $80.00 for a compact. I could apply for up to $250 for food loss. I stressed that we could not get a rental and compacts cost more. The food loss is a different department.

I demanded to talk to a supervisor. Elavena responded that she needed to inform me if I insisted on speaking to a supervisor, the offers she had given me would no longer be on the table. I informed her she couldn't remove offers that were actually part of the protection plan. She then offered a discount coupon toward a new appliance. I strongly demanded a supervisor, again being reminded by Elavena that the offers would be removed once I was transferred, and that she would need to write a report before she could transfer me to a supervisor. I held on an open line while she typed her report. In the background, I could hear other agents making the exact same statements that had been read to me, including removing offers from the table.

After 30 minutes, I was transferred to Chantel, a supervisor who would not give employee number. She read off the same offers and information I have already heard from Elavena. I told her that 3-4weeks without a repair tech coming to look at the unit was unacceptable. And I said that my contract I am looking at states repaired within a reasonable time. I demanded to speak to someone above her. I was informed there was no one above her. She was as high as it gets. Units are only replaced if there are four issues in 1 year, while that had occurred in the 1st year and they refused to replace the unit then. I was told an appointment for repair had been rescheduled and there was nothing else she could do but make the offers she had. If I did not take the offers before the call ended, they would be removed.

I once again let her know that you could not remove something that is part of the agreement. She once again read from a script. My dad and mom arrived home on late Saturday to find that the refrigerator had not been fixed. My mom became physically sick due to the stress. My dad was angry. We decided that when my husband and 3 older children left to return to Maine to attend work and preseason, I would stay behind with our younger children until we could get this resolved. This is due to the fact that dad and mom were having physical effects from the stress. Dad and I made a plan to visit the Sears store in Rockaway, NJ where it had been purchased on Monday.

We went to the store and spoke with two wonderful saleswomen, Nancy and Brenda. They looked at our Master Protection Agreement and repair bills etc. Neither one could believe over the years of service calls that the unit had not been replaced. Second, it was unacceptable to wait so long for service. Nancy called the repair call center number available to Sears sales personnel. She was angry and appalled at the treatment she received as a salesperson trying to help a customer. She also felt she was being read to from a script and they could not answer questions outside that script. She went to explain the situation to the Assistant Store Manager Bob **. Another call was made to the call center requesting a new refrigerator. He received the same treatment and got nowhere. He came to speak to us and was apologetic but could do nothing for us.

We were given a number for National Customer Relations that is not readily given 1 800 to call. On our way out, I noted the phone number for the District manager which I took. My dad was so distraught that his face was red, his jugular veins bulging and he was sweating. I had concerns as I made the hour drive home with him sitting next to me frustrated and feeling used and abused. On returning home, my mom informed us that our appointment for Tuesday was confirmed by a phone call at 2:30 pm, and we could expect a repair tech between 1 and 5 pm. At 5:30 pm, I was outside when I heard my dad yelling. I ran inside to find him slamming down the phone. The tech had called and cancelled again.

When my dad said it was unacceptable that he had already cancelled last week, he transferred my dad to an automated system. At that point, my dad slammed the phone down. I called the number for the district manager Garret ** and left a message. I then called The National Customer Relations number. I spoke with Chris and explained the repair tech had cancelled for the second time. She told me I was scheduled between 1 and 5 pm. I again explained the tech had cancelled. She could not get beyond that her computer showed a scheduled repair for the next day. I demanded to speak to a supervisor. I was told I could not be transferred until I explained the situation to her and she filed a report. Once again, I had to wait while she filed her reports.

Then, I got transferred to Kim who informed me that I am scheduled for a repair on Tuesday. Again, I stressed that the tech called at 5:30 pm and cancelled. I also stressed that we have been patient long enough without a functioning refrigerator and I needed to have a functional unit delivered to me. She went through the same that had been read to me now on previous calls. I told her my sales receipt states customer satisfaction guaranteed, and I was not satisfied and would not be until the unit was replaced. I was informed it would not be replaced and all she could do was reschedule a repair call. I demanded to speak to someone higher-up. I was once again informed that there was no one higher. And she said that the other thing she was going to do for me was reschedule the appointment since we had refused their offers to reimburse a rental or compact in the past. She rescheduled an appointment for Tuesday, August 24, 2010, between the hours of 1 and 5 pm. I hung up angrier than I can ever remember.

Apparently, the Master Protection Agreement is not worth the paper it is written on. The Sears call center does not address the customer's needs or complaints unless it is written in the prepared notes they read. While dealing with Customer Relations for over an hour, I had missed a return call from the District Manager Garret. I then returned his call. I explained the situation as politely as possible after my frustrating hour on the phone. He was sympathetic and apologetic. He was shocked and amazed that with the amount of service calls for the unit, it had not been replaced. He pointed out that it would have been more cost effective to have already replaced the unit. He stated that he would e-mail Nick, the district service manger, and inform him of our situation. He went on to state he would follow up with a phone call to Nick on Tuesday morning. He said I should have a return call from either himself or Nick on Tuesday morning. I requested that they communicate with me on my cell phone and not the home number connected with the account. I was now dealing with the situation completely and did not want my parents to deal with it due to the health issues this situation was causing them.

I received a phone call from Dorothy on Tuesday morning on my cell from a restricted phone number. She informed me she was calling on before of Nick, the service manager. They were working on getting a repair tech here either on Tuesday afternoon or Wednesday morning, but she would let us know when it was confirmed. I tried to explain the urgency but she cut me off. I asked her to make all calls to my cell which she had just called. She agreed. An hour later, the house phone rang and my mom answered. I heard her say, "Can't you tell us what time?" Pale and shaking, she hung up the phone. She turned to me as she started crying, "The person said a repair tech will be here tomorrow on Wednesday. But they don't know the time yet. They will call tomorrow morning to let you know."

The person called the house number after my request not to and did not give their name. My mom collapsed in a chair and cried. My mom stated, "I can't stay here any longer without a functioning refrigerator and I can't deal with anymore of this." The decision was made that dad and mom would return to the residence out of town and I would remain to deal with the situation. It is currently Wednesday, August 18, 2010 after 12 pm. I have received no phone call confirming or stating the time I should expect a repair tech today on the house phone or my cell. I have had to call a neighbor to take my children to a church event, fearful if I leave the house, I may miss a call to the house phone or a knock from the repair tech.

I own rental apartments in Maine; as a landlord, it is my responsibility to provide a functioning heating system, cooking system, and refrigeration. If these items break down, it is also my responsibility to have them repaired or replaced in a short amount of time. If I do not, I can face fines and other legal issues. Going more than a week without any of the above would be unacceptable. It would not matter if my repair tech was unavailable. I would be forced to replace the item or have someone else come to make repairs. Why is it that as a small business owner of 2 apartments, I can be held to this high standard; however, a major USA corporation that has been in business for over 100 years is not held accountable?

I will never use Sears appliance service again! I was thrilled to make an appointment on their website, print off a 20% off coupon, and expect a repair person between 8am and noon 2 days later. I received a confirmation email. But at 10 a.m. today, when the service guy was supposed to be here, I get a voicemail that says, "Your service person cannot make your appointment today. Please call to reschedule." So I called. I was told that they overbooked their repair people and the next opening was next Wednesday-- a week from today. I told the person that that was ridiculous and unacceptable and that I wanted to talk with a supervisor. She put me on hold for 33 minutes and then the call was disconnected.

I then called a local appliance repair firm and they will be here today within 2 hours. I guess Sears can continue to think it has great customer service when consumers can't even reach a supervisor to complain. I asked the Sears person if they'd compensate me for taking a half day off work to wait on them (not expecting they would), and she said I'd have to talk with the Customer Service people after the appointment. Ha!

The delivery was cancelled and no alternate delivery date was offered. When I called the 800 number, I was unable to get any further information. I had been left on hold for over 38 minutes while waiting for a supervisor. When the supervisor responded, the call was disconnected and not returned. After 10 minutes, I called again and asked to speak with the manager Pam at unit number ****. Once again, explaining the situation and with reluctance, the service agent transferred me over to her. She explained that she was calling me back and had spoken with the delivery supervisor James who told her that they were unable to ascertain which road was closed and had no response from the delivery team. I had explained to her that after my delivery was cancelled that I had traveled the Discovery Bay Loop and that there were no closures in our town. I was assured that the delivery would happen today and that they would contact me. I have not received further contact to resolve this situation.

Went into Sears and bought $4000 worth of appliances for our kitchen a month ago. We were supposed to have all of our appliances delivered the same day. We got calls from Sears telling us everything is on schedule. On delivery date we only received 2 of our 4 appliances. No phone call, no nothing. So I called Sears and got transferred to 3 different people before I got a hold of someone who knew what they were doing. Our other 2 appliances were backordered from the manufacturer, Kenmore, the only name brand you can get at Sears.

So they won't be in for 2 weeks. Fine. Two weeks go by, no appliances and no phone call. Called Sears again. Backordered again. It's going to be another week. I want my other 2 appliances now or Sears can credit my credit card. Come get the fridge and stove that I did get and I will buy appliances somewhere else. You would think Sears would at least get me someone else's stuff. In this economy today, not everyone is buying $4000 worth of appliances. I would at least like some kind of in-store credit or extended warranty for my trouble. Even an apology from the manufacturer would be nice.

I am 65 years old. I grew up with Sears. We only shopped at Sears for everything. I still buy Kenmore, Craftsmen, etc. I have had the worst experience of my life. On 7-18-2010, we felt like we were a bother. The only ones in the store and the attitudes were unbelievable. We were taking our lawnmower in to be fixed. I walked in and I asked if someone could help my husband get the lawnmower out of our truck. The look was you have to be kidding. He went to help (a young man) and he could not help my husband, maybe because he did not want to, lazy. One of your customers just pulled up and he took the lawnmower out for us.

In the mean time, another man started the process and said the phone number. I said, "How are you doing today?" He did not respond. Again, I said, "How are you doing?" He said okay. Now remember, no one was in the store when we walked in. I said, "I bet you are glad you are working today because it was so hot." The response was, "I would rather be home with family." I said, "Well, it looks very slow and you have two other men. Why do you not just go home?" He said, "How can I do that when I have the key to lock up?" The younger kid that finished us up had zero personality. I said something like, "You can converse and smile once in a while." He replied, "I cannot do two things at once, ringing me up and talking to you." We left. What awful customer service!

We ended up needing a new lawn mower. Like I said, I have always bought Sears. We went to Home depot and bought a Toro. The guy was a true salesperson. He sold us, and before I knew it, the lawnmower was in our truck. I am so glad you opened the new store in Cameron Park, CA. What nice people! John was his name. Also, when I had my problem getting my money back, another great employee is a great asset to your company. He is Mike. Call him and act like you are a customer. You will be very impressed.

I have more problem. I bought 3 spark plugs and 2 air filters before our lawnmower died. One new spark plug and one new air filter like a week old is in that lawnmower. How do I get my money back? And do I have to ship back because I bought them thru 800 number? Will you please send me a postage paid envelope?

After nearly 4 weeks and just scheduling a 4th, very inconvenient service appointment, all I get from Sears customer service is, "I am sorry but I can't! " They all read from a script and when you ask something, their script doesn't address, they get [upset]. This is very poor and unacceptable problem resolution. They have $420, they need to reimburse me because they initially failed to honor my warranty, now I can't get it back until the repair is done whenever that will be.

I am having to take a 4th half day off work and have $420 invested in this and it should never have come to that. All totaled - I have approx $1000 in case and time invested in something that should have cost me nothing

I'm appalled at your customer service. I called to set up a service appointment for my broken ice maker on my 5-year-old refrigerator and was told I would have to decide on a $251.00 one-year service agreement before anyone even comes out to evaluate, otherwise it will cost a service charge plus parts and labor, which may or may not cost more. All I wanted was a service call and a fair estimate for repair, not a warranty sales pitch and gamble. I have been a Sears customer for many years and have purchased many appliances and lawn tractors. I don't plan to continue doing business with Sears and will eventually replace all my Sears appliances as they continue to fall apart.

payment of $29.16 was due 07/01/10 and I paid $50.00 on 06/29/10. On the next payment of $18.74 due 07/15/10, I went to pay in full on 07/15/10 was told that it was cancelled as they cannot find a record of the 06/29/10 payment I paid in the store and have receipts for all 3 payments, I have been on the phone with Gaberial, a manager at the main store in Illinois trying to get this resolved 1-800- x 10651 since July 15th. I just received a check today in the amount of $135.00 not the $150.00 that I paid. Any other store that has had layaways when cancelled give your money back right away; this has been going on for more than 3 weeks and I still do not have all of the money or the product that I wanted.

I bought a new dishwasher and refrigerator 17 days ago. The fridge was delivered by two non-English-speaking men. The door was on the wrong side. They corrected. The dishwasher was installed by contractors who were rude and quite "scary"-looking. I felt very uncomfortable having them in my home.

That evening, I ran the dishwasher, and it did not function. I called Sears, and they told me I needed to call the contractor (sub-contractor Champion). He rudely told me it wasn't his problem and I should call Sears and get a new dishwasher as it might be condemned. I asked how he would know that as perhaps he should come take a look in the event it was installed improperly. He said no!

I then called the manager of the (Granite Run) Media Sears, and after listening, said she would get me a new one and someone would be in touch. In the meantime, I placed a call to the 800 number. Two days later, a Sears serviceman arrived. The first intelligent person I have encountered said the dishwasher was installed improperly and running it could cause damage to my pipes. He processed a report and told me to call the 800 number.

Additionally, the new fridge delivered the same day was not working; it is not cold. And so I will take another day off from work to wait for a repairman for that tomorrow. (Oh, and this guy can't help me with the dishwasher I am told!) 17 days with two new appliances from Sears--neither are working, and there has yet to be resolve or any kind of customer service whatsoever! Do not recommend Sears!

Richard ** purchased all of our home appliances last June from Sears. They have been unresponsive to our complaints. More specifically, the dishwasher which has been repaired three times. It is now past warranty by one month and is not working. It was repaired previously for this specific complaint but obviously it was not complete as the same problem is occurring. When I called the 1-800 number the first agent told me they would cover it without a charge to myself. This was a lie as the order said it was to be a cash payment. The repair could well cost over $350 dollars. When I called back and asked to speak with a manager they gave me the round around. When I insisted they put me on hold. I never did get to speak with a manager. I was polite and courteous throughout our exchanges but I am furious now!

After years passed from my initial complaint, I looked into complaining more since I was having the same problem years later. I then saw a posted appolegy to my initial complaint and contacted the instructed email address. A few days later they contacted me with a response that sounded like it was worth a try. Kenneth M did a wonderful job of making what needed to happen, happen. Bernie, my service tech, was very professional and gave me excellent advice (except for purchasing a service agreement).

Years ago, I had to pay the first time Bernie came an excess of $160. I can't quite remember at this moment the exact amount. This time I had to pay about the same but was reimbursed 100% for what was done this time. If I had found the information years ago, I probably would not have had to pay then. If it is not too late, I would like that money credited also or I am still not a happy customer. I was told this water heater is covered for at least 10 years by a Sears salesman. I would like that to be true. I do not like to be lied to. I have all receipts that are necessary to be able to track which store I bought from. Please contact me as soon as possible with a response. Again, I thought the way it was handled this time should have been made aware to me last time. My service tech and customer service tech we're very helpful. Thank you.

I was in the North Point Mall store in Alpharetta, GA today and was at the check-out where I was purchasing a gas hedge trimmer. The listed shelf price was $159 and their register rang it up at $169. When I discovered this, I then had to wait awhile for a manager to come and approve the $159 price. When I asked for an apology, which was all I was looking for, I was told, "You're not getting one, pal," and he left in a cavalier manner. His name was Coy **. I then met with Bill **, who was at best dismissive and told me that the Sears computer was always correct and that the price posted wrong. When I asked him to check the posted price, it was posted at $159. This price was dated July 2nd. The price behind this in the holder was $169 and it was dated June 2010. Behind that was the original $199 price. It apparently went from $199 to $169 in June and to $159 in July.

Instead of apologizing, all I received was a lecture that the price in the computer was the correct price and that as a result of my trouble, he was going to give it to me at the $159 price even though it should be $169. I need to make it clear that at no point did I ever ask for anything except an apology, which Mr. Bill ** finally extended, albeit insincere. While I did not feel he was directing his comments towards me, he made the statement that customers change signs aroundeven though the posted price had the most current date. Seldom do I recall receiving such rude and uncaring treatment in a store, especially from Mr. Coy **. While I do not believe this indicative of the attitude at Sears, I find this troubling. After receiving this treatment from two management employees, I also am left to wonder if this is the culture in this particular store.

I called for repair. Dryer not working today July 26 and they can not come out until August 10th. Shouldn't they have to pay my expense at the laundry mat and for my time?

I am writing to you in desperation. I have had over 8 phone calls to the Sears Customer Care and Solutions Department without success. I have been a highly valued customer since I could drive a car. I am now 47 years old and I go to Sears for most of my shopping. It is the first store I stop at. This is now under consideration based on this recent experience. I am appalled at the level of care and consideration that Sears has extended towards this urgent situation. Here are the details:

Dehumidifier was purchased in 2004 with a 5-year MPA for $199.00. Several technicians visited 3 times this year to replace 7 major components for a total spent in repairs to date since August 10, 2009 was $724.57. An additional $200 dollars was estimated to complete the repair. Sears will spend close to $1,000 to repair a $199 dehumidifier.

Here are the customers concerns: The unit shut down on August 10. The basement humidity is 68%. The 1st repair was to replace 2 PC boards, capacitor and fan motor. The unit ran for 2 weeks. There was no performance seen in removing humidity until August 28. The technician returns to replace Humidistat. The basement humidity is now at 72%. The technician found more problems. There was no refrigerant in the system. There were leaking coils and the parts on order were not due until early October. The customer placed numerous calls to Sears Customer Solution Center Service unit 7670 but no return calls. The customer has a $20K basement renovation with many wildlife game heads at risk if humidity is not removed. The last call was to a Corporate Customer relations but still no success.

I would like to know why Sears would spend close to $1,000.00 to repair a $200 unit. Why does Sears continue to tell me that I need to see 4 product failures in 1 year for a replacement where I have had 3 calls to my house replacing over 7 components, 5 of which are major? Why Sears does not value the potential loss to my basement should mold and mildew occur in my prized animal hides, rugs and walls valued well over $30k? To date, Sears has not been able to provide me with a plan to get this humidifier running. I have parts on back order until early October. This means that I will be sitting in a 72%+ humid basement for 2 months while Sears continues to tell me about this MPA that I believe I have met the requirements for a replacement unit for. Please tell me there is someone in your company who cares about me!

I went to take my vacuum to get serviced and was sent to Springfield, Va. The manager was not clear about directions to where the house was in Springfield, Va. then had to ride around for 2 hours until I found the place. Then they said, "Well, that's not my problem," when they should have been clear about directions to the repair place. That's poor customer service and on top of that, they said if my product needed to be fixed I would have to pay when I have a warranty until 2013.

They threatened that if I walked out of store because of dissatisfaction, they were going to throw vacuum in the trash. This is bad customer service and if this is how Sears operates, I will not ever do business again or buy any thing from Sears. So what it comes down to is, if you want to provide bad customer service, disrespect your customers, then that's okay but do not expect unhappy customers to ever come back to have to deal with a poor management team either.

I needed a $2.16 circuit protector part for a Kenmore vacuum cleaner. Using the appropriate parts guide Sears provided online I order the part on June 29, 2010. My order confirmation said it would be delivering about July 5th. Around the 9th of July I contacted Sears Parts Direct about my part. The excuse was they did not know the status because their system had not been updated; but someone would contact me in a couple of days to let me know the status.

No one contacted me so I called Sears Parts Direct customer service on July 15 and was then told that the part was no longer available. First, their parts ordering system should have flagged this at the time I order the part. Second, someone should have contacted me. Third, what are owners of Sears product supposed to do if they can't get replacement for a defect part for a product that is not that old? Sears now expects me to spent 2 - 3 hundred dollars to replace a vacuum for lack of a $2 part.

I went to Sears to get a replacement wrench for one that broke. I was sent to another Sears store. They told me to call Sears customer service. After spending 3 hours on the phone and getting passed from one 800 number to another, finally Craftsman told me I would have to take it back to a Sears store and have them take care of my problem.Sears is totally incompetent and their warranties are worthless.

I have been giving the run around about a purchase protect plan that I purchase on a telephone that I purchase from Sear's. I have been waiting for three months for the replacement. Each time that I called, they told me that I will receive the gift card in fourteen days. The telephone stop working. I called and placed a claim.

After one month, I called to inquire as to my replacement, I was told that I had to return the phone by UPS, which I did. After three, I called again and was told that the claim had gone through and that I would receive the gift card in about ten days. Two months later I have received it. From the first of April to the 6th of July, I still have not receive anything. Why did I pay for a purchase Plan if they were not going to honor it. Thanks in advance for your help.

Had several problems with entry door.the weather stripping @ side closure and underneath door and the key not working on the knob lock (top lock fine). the lock area was oiled and that seemed to alleviate the key problem but it seems a temporary fix. but the main issue is there is rotting wood in the frame-- the bottom of wood framing of the door closure and under the metal framing front area of the sidelites.

the 1st tech (24mar) blamed the rotting on the weather strip tears and only saw the small square of rotting wood at the bottom of the part of the door meets when it closes. and he blamed the rotting wood on the weather strip (which had small tears from a miniature poodle). i disagreed with his assessment and asked for tech to come out.2nd tech came out (2apr) and agreed with the 1st tech assessment. i still did not agree with them. Dan said it would cost $100 to fix labor warranty had expired (find out later it expired, then he changed the cost to $50-- i told Dan i would call him back after i talked to my husband who is stationed in Iraq.

i go out to check the door myself because how can that much water get into the corner of the door to trickle down and cause this much damage. this is the second time the dog made tears in the strip and we did not have any damage to the door the 1st time. i let Dan know i was willing to pay for the cost to repair weather strip the dog tore but not the rest because i feel this did not cause the rotting wood. i go outside and examine the door and find that the caulk joining the metal framing is not holding the two pieces together there is a gap and there is plenty of room for water to settle in this area. i push on the frame and it is soft to the touch, so i call the repair center and explain this to Mike then again to Dan and i state i want someone to come out to check the door because i feel this is the cause of the water damage. Dan is reluctant but sends tech3 out(30april).

tech 3 takes 30 seconds and announces that the rotting came from the weatherstrip tears. i ask if he is going to look at the metal frame and the gap and potentially more rotting. at first he said he could not see any more damage and i told him i could, had to be persistent to get him to look any further and finally he pulled the frame back and saw a large amount of black rotting wood and said this is strange i wish i had a camera, i said i have one and took a couple of pics of the damaged wood under the metal frame, and also told him that the metal "instep" was going down under me while i was just standing there and that there were other places on the opposite side of the door that were getting gaps in the caulk too. he left and said they would get back to me, 25may was my last call to them before vacation i left a v/m. when i came back the 14thjune there was no message from Sears.

i tried to call my case worker--Salome (1-800- ext 5582) several times thru out this ordeal and have never gotten a call back. i was suppose to have a tech come out today 24june (this was set up by the customer rep after i explained my frustrations she recommended that a tech come out to make a final determination),this appointment was setup after a no show appointment on 25 june. Dan left a message today 24th june

i'll paraphrase- canceled the appointment because it must have been a mistake on the person who setup the appointment and to call and see if i was ready to have the work done and that the weatherstrip was the cause of the damage. to replace entire door (material and labor) $1388, just to replace that side of the door jam $350, i'm telling you this because i don't think anybody quoted you any prices yet, let us know what you what us to do.

my problem with this scenario is that i still do not believe that the tears caused any of this damage and i believe there is more damage hiding under the frame that has not been uncovered. tech3 said he could not pull any more of the frame away unless he was cleared to do so and that it may be done to get a final determination. i was so upset after hearing the call today i did not call back. i feel like i am the one doing the work, i reexamined the door because i felt the job the techs performed were not thorough and i found the other areas that were damaged and the company is still in denial!

i forgot to mention the tech 2 did mention they could rehang the door so that the strip on the bottom would not tear again. this was the 2nd time for this strip to tear. i asked if the door strip (on the floor) could be dropped because they told me it was adjustable but he stated it was already as low as it could get (i had tried to lower it and the screws would not budge--now i know why), he stated rehanging the door might keep the strip from tearing again-door would hang higher once it was rehung. i have all the dates, times and footnotes on each conversation i have had with Sears since march 19th.

i have an entry door that is deteriorating and i have Sears repair company that wants me to take on all responsibility for the damage when clearly there is a bigger problem than small tears in the weatherstrip--there are gaps of caulk where water can seep in and damage wood. the door has a lifetime warranty but they are trying to take small tears and place fault here instead of where it should be placed and i have pics of the gaps and of tech3 exposing the damaged wood under the metatl frame.if you look at the door only a small piece of the weatherstrip is exposed and this is at the corner of the door so how does that much rain enter into this seam. this a strip that is pressed together by the closure of the door.

how does any rain enter for that matter? it doesn't and i firmly believe that barely any and very possibly no water makes it through the weatherstrip. water falling at an exact angle to get into this seam again i say not likely. I think the lifetime warranty should cover the door and the labor (i reported it before the expiration--any action taken was prolonged by the absence of good quality service). If work had been done correctly and in a timely manner i would not have went beyond the expiration date and i had not gone beyond the expiration date when I made the 1st request on march 19th. the weatherstrip -- the mini poodle did this.

out an extended protection,and i didn't get it. he said fine i will get this right out.it was lunch time and i assumed i would be getting it the following week.now it's the 30th of the month ,and no a/c.i call and constanly get ,leave a message,which never get returned.i was a sears card holder for over twenty years and have found the s in sears was for service.now the s stands for sorry.i plan to spread the word on this to anyone who will listen.maybe i'll save someone the time on a lost cause. don't buy from sears in north carolina.

Sears customer service has missed appointments without notice twice, rescheduled appointments without notice, forced changes appointment and lied about follow-up, escalation, returning calls, provided incorrect phone numbers, etc. Have been without dryer for 3 1/2 weeks and cannot get repairman on site. Missed hours of billable work, inconvenience, etc.

sent to store manager after repeated problems contacting someone at the store or someone even answering the phone there! Had to await department manager being paged twice to inquire about mowers outside, then while awaiting 2nd page, told associate I would just purchase mower in aisle. Manager finally showed up, then said outside mowers are priced what they are, so I had to await a customer return then, pay for mower from aisle, which then was rung up at wrong price, then await manager to respond to another page--just wanted to carry out nearest door 50 or so feet away where my car was conveniently parked, informed I had to drive car over to other side of store to merchandise pickup--then more repeated delays/problems involved in actually getting it to pick up, then getting pickup to recognize the person standing there is the customer who already bought it.

Left when my patience and time was repeatedly abused, after employee walked right by me with it, after I said its my mower and it was like I wasn't even there! He disappeared behind swinging doors and no one was there, waiting until someone else finally showed and then had to go behind doors to scan receipt--told him just to cancel purchase, I'll get it at Lowes. I still have a charge on my credit card and no mower was taken from store. Called back to store, no one was answering phone. Called again, phone system connected to message queue, which then disconnected before taking message!

Called their store twice again without being able to get through, person answering didn't recognize store manager's name as left on our answering machine (didn't get clear message at home from what was left as to name, he hurried message so much it was almost unintelligible) and I didn't know what department to tell whomever answered at the time.

Last 3 mowers were Craftsman, bought new non-Craftsman mower from competing business as this matter received extremely poor follow up with customer service. Checked credit card account and charge still has yet to be canceled despite providing transaction informstion to store manager via email, and just now received auto call from Sears store that merchandise I "ordered" is "ready for pickup". Sears customer service has really gone downhill, repeated calls to store and their national customer service resolution line has failed to resolve this simple matter. I have repeatedly sought cancellation of any charge for this transaction and they seem incapable of actually following through on their statements. full cancellation of charge, I did not receive any merchandise from store nor did I order their merchandise

"Since it was not clear to the associate that Mr. R. had no intention of returning for the lawn mower at a later date, the purchase was not cancelled. The cancellation was not processed until we were contacted by Customer Relations after Mr. Roy advised them of his concerns. The cancellation was processed on June 11, 2010, and Mr. R. was mailed a receipt (sales check 028140224480); this credit should post to Mr. R.'s account in the next few days. Since we have processed the requested refund for Mr. R. and explained why the refund was delayed, we ask to have this matter closed. We apologize to Mr. R. and we appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns. Sincerely, Melissa L. Regulatory Complaint Specialist"

My reply: "Completely omits any mention of how the mower rang up at an incorrect price than listed on the sign; stand waiting while the department manager gets paged and its awhile, then another page, then having another customer arrive with a return and standing, awaiting behind that lengthy transaction, then getting rung back up with the correct price--after the manager staring walking away and had to be called back to authorize. I grabbed a mower box and just going to carry it out to my car parked just outside a nearby exit--to then be channeled into MPU confusion on the other side of the store. One zombie-like associate wheeled the mower by me and didn't respond whatsoever when I told him it was mine--no instruction to scan the receipt or wait here or anything--disappeared behind doors and I stand, awaiting...then when a different associate shows up, I was very clear in stating to cancel the purchase.

"Then the manager's failure to follow up whatsoever to email reply, providing the sales transaction number from the receipt in response to his request and his statement as to cancel it--rest is detailed in the complaint. I had to get back home and finish half of lawn left unmowed when the previous Craftsman mower permanently quit--with weather threatening. At nearby home supply chain, I walked in and got cart, pulled boxed mower off a stack and onto cart, rolled it over to register and paid, walked out to car and drove home with it. Now definitely know the experience I prefer as a customer--45+ minutes vs. less than 10."

On 6/10/10 I contacted the Visalia, CA Sears inquiring about having 2 window air conditioners installed in a rental property I own in nearby Lindsay, CA.

A nice, helpful gentleman in the "Large Appliances/Product Info" dept informed me of a service that Sears has for $49.99 where a Sears person goes to the house and determines which units will not only fit, but will work best for the house based on the window casements, the house's insulation, etc. Since I live almost 200 miles from the Visalia/Lindsay area I figured this was good advice. Per his suggestion, I went to my local Sears in Thousand Oaks, CA, paid the $49.99 and watched while "Mohammad" my sales associate input my service order into the Sears computer. The service was to be performed the next day. I provided my tenant's name, phone number and of course address where I am trying to have two window AC units installed.

At 3:00pm the next day, my tenant called me because no one had shown up or called. I called the Sears service dept. They assured me someone was in that area. No one came by the house. For the last 4 days, I've spend calling Sears, only to be put on hold until after 5:00pm, to be transferred 9 (count them, 9) times to different departments, and now my tenant just called me and said Sears just called her and said they have no order or request to go to the house to determine what AC units will work best.

It is no wonder that Sears is going down the tubes. They are chock full of people who do not know what they're doing, do not know how to resolve issues, are "drones" when it comes to customer service (ie,"can I transfer you to....") and are entirely inept on not only the customer service level, but also their supervisors and managers (both of whom I also spoke to to no avail.)

On 6/1/10, Tuesday, I called for service because my washer was leaking again. My complaint is that I felt that the washer's leaking hose problem is the same problem I called about previously, on 3/18 and which should have been discovered during the 3/26 visit while the washer was still under warranty (which expied on 4/1/10). I feel that I should be refunded for the service and labor charges.

My complaint about Sears Home Service is valid and still on-going; it's much too long and exasperating to detail here. I just want everyone out there to know that these folks have such abysmal customer service. There were way too many people handling this complaint. Not counting the 3 different people I spoke with during the problem with scheduling the return visit, there were at least 12 personnel from various departments, 6 of them from Customer Solutions alone! I have had to re-state my complaint too many times.

The billing dispute form isn't even accurate in describing my complaint. There is a tremendous lack of cohesion within the Customer Solutions department in Hoffman Estates, Il., as well as at the Chesapeake Service District in Glen Burnie, MD. I will never again shop at Sears or Kmart and will definitely never use Sears Home Service for any reason.

sent to your store manager after repeated problems contacting someone at the store or someone even answering the phone there! Had to call Verizon to resolve email client/account issue to reply to this (could receive but not send), now fixed. Had to await department manager being paged twice to inquire about mowers outside, then while awaiting 2nd page, told associate I would just purchase mower in aisle. Manager finally showed up, then said outside mowers are priced what they are, so I had to await a customer return then, pay for mower from aisle, which then was rung up at wrong price, then await manager to respond to another page--just wanted to carry out nearest door 50 or so feet away where my car was conveniently parked, informed I had to drive car over to other side of store to merchandise pickup--then more repeated delays/problems involved in actually getting it to pick up, then getting pickup to recognize the person standing there is the customer who already bought it.

Left when my patience and time was repeatedly abused, after employee walked right by me with it, after I said its my mower and it was like I wasn't even there! He disappeared behind swinging doors and noone was there, waiting until someone else finally showed and then had to go behind doors to scan receipt--told him just to cancel purchase, I'll get it at Lowes. I still have a charge on my credit card and no mower was taken from store. Called back to store, no one was answering phone. Called again, phone system connected to messsage queue, which then disconnected before taking message!

Called their store twice again without being able to get through, person answering didn't recognize store manager's name as left on our answering machine (didn't get clear message at home from what was left as to name, he hurried message so much it was almost unintelligible) and I didn't know what department to tell whomever answered at the

time. Last 3 mowers were Craftsman, bought new non-Craftsman mower from competing business as this matter received extremely poor follow up with customer service.

Checked credit card account and charge still has yet to be cancelled despite providing transaction informstion to store manager via email, and just now received autocall from Sears store that merchandise I "ordered" is "ready for pickup". Sears customer service has really gone downhill, repeated calls to store and their national customer service resolution line has failed to resolve this simple matter. I have repeatedly sought cancellation of any charge for this transaction and they seem incapable of actually following through on their statements. $237

We have waited over 2 weeks for a service maintenance call on our kenmore side by side. loss of food, need to purchase additional appliances, coolers and ice.

On 2-1-10, I put a television on layaway at Sears. I made a deposit of $146.32. On 5-1-10, I returned to the store requesting to cancel my layaway and retain a refund. I was informed by a male employee (who happened to be the salesman that assisted me on 2-1-10) that my layaway was cancelled on 4-16-10 and that they mailed my refund in the form of a check and I should receive it within 2 weeks. I waited until approximately 5-24-10 and I contacted the store via telephone and spoke to "Stacey". Stacey has been trying to handle the situation and was to get back to me at the end of last week and never did.

I had to contact them again on 6-1-10. I spoke to Stacey again and she is now informing me that the layaway was cancelled on 3-16-10 rather than 4-16-10 and they have no record showing that I made any deposit whatsoever. If I had not made a deposit, I would not have been able to place the item on layaway. My bank statement shows the transaction took place on 2-1-10 and hit my account on 2-3-10. I faxed a copy of that statement to Stacey's attention.

Have yet to receive a response from her and I am getting very impatient having to wait for my money that they are claiming not to have. It seems as if they are giving me the runaround, as they stated before that the check has already been mailed to me, now they say that it hasn't. This is my money and I have not received a refund. I am a single parent trying to make ends meet. I can't afford to throw away that amount of money.

I was supposed to get my refrigerator and washer/dryer fixed today. They came to fix the washer and dryer but no tech for the refrigerator. I have been on the phone and computer trying to get help and nothing except the runaround. I need a rental for the time mine won't be fixed and no one can get me one. I am very upset. I have a 5 year old and I can't be without one. It has already been 3 days without. None of your people know what is going on. Everyone tells me something different. What kind of customer service are you guys running? I work in a big corporate business also and we don't treat our customer like this. We help and make sure they are satisfied.

My lawn tractor that is less than 3 years old, has a blown an engine. Sears says that it's my problem and it's not covered. I had to pay the service technician $668 and made an appointment for ten days later.

2 days before the appointment, I get a call saying they over booked and I would have to wait another 8 days. They have my money. I have a very large paper weight that sits in my garage. I talked with customer service and no one has last names there. They really don't care about the customer. They offered a $40 gift card.

I can't hire a person to cut my lawn for $40. I have missed work, I am out $668 and I can't even go elsewhere to have my tractor repaired. They want me to pay to have the new engine returned and wait 30 days for my refund.

They completely failed in helping to get a canister vacuum part. I am out of $500 for a vacuum because I bought the first generation model and it is broken for the second time. It's a great cleaner except for the part. Dealing with the corporate level is a terrible experience. The only answer is, "I don't know" or "discontinued". It's nice to be a big business. It would be better to have someone that I could get help from rather than ask if an attorney could contact me. That is corporate. And their reply of, "Well, sir, that is how business is done now," is wrong and what is wrong with business in this modern America.

I used to work at Sears Automotive. I am trying to get a copy of my ASE certification I had to take while being a customer service advisor at Sears Automotive in Franklin, TN. The people working in the automotive do not have good phone skills. I called the Franklin, TN store, and instead of being put on hold, he laid the phone down and I heard every word.

We ordered a Samsung refrigerator and a KitchenAid dishwasher on 3-26-2010. I was told twice that Sears people would take the dishwasher out and put the new one in. When the delivery people came with the appliance, they told me they couldn't take the old one out, that I had to have someone from Sears come out and take it out and hook it up at an additional cost of $149 plus. I have been trying for over 4 hours to talk to Joey, (associate #**) who works at theNorthgate Sears store.

The first call I got through on, I was told he was with a customer and he would call me right back. Now over 4 hours later, I still have not heard from him or anyone else. I only get recordings now saying to leave a phone number and someone will call me within an hour. The refrigerator also has two dents in the freezer door. Someone has to talk to me about it. I have purchased all my appliances for over 40 years from Sears and have never been treated like this before. I certainly hope someone calls, and talks to me or my wife, before I call the local news. This was supposed to be a stimulus package. I can't send in the paper on the dishwasher until it has been removed. Please contact me and let me know what I am supposed to do.

On April 15th 2010 my wife and Daughter went to sears for a easy day of shopping after arriving at Sears, we waited till 10:08 for the doors to open, and proceeded to go in and started in the shoe department, selecting a pair of boots for myself and a pair of tennis shoes for my daughter, and then went over and selected 2 pair of Levis for my wife, total about 30 minutes of shopping, proceeded to the checkout at register # 521 Assoc # 2956 insisted she would be able to help us with a layaway program sears has, after 6 attempts of trying to complete the transaction and an hour of waiting on my part my back was sour from standing there and she informs me that she would not be able to complete the transaction with a credit/debit card, after attempting 2 to run my card threw she informed me she had voided the debit transactions and handed me a receipt showing it had been voided, and she informed me after reading her instruction manual that it is setup for cash payments only.

So I submitted the cash at which point I noticed the 10% deposit she has informed me of at the beginning of this transaction was not the case, in fact the deposit would be 20% plus 5.00 for the plan total $38.89 so I agreed to pay the deposit with the understanding that would conclude the contract and we could be on our way, after 1.5 hours I could barely walk, even now my back still hurts, thinking the issue was settled, we went on to dinner and home, after a very stressful day of easy shopping at Sears, After getting home I got an email about a completed transaction at my bank, so I logged on to verify it only to find that ,the sears transaction had been charged to my account twice, So I attempted to call Sears Customer service only to leave a message for a call back from them, (Still Waiting!) The next day I called Customer service again only to reach the same lady cashier that had this entire problem, she told me she would have Ann from HR call me back, (I hold little hope!) At this point I am waiting to talk to someone at sears to call me so this issue can be addressed.

On February 14, 2010, I purchased a game table Sport craft 3 in 1. It was a floor model and the salesman told me that it was in new condition and with all the attachments that came from factory. It was schedule to be deliver the following Saturday. I paid $ 75.00 for that delivery.The following week, I waited all day for that table to arrive, about 5:00pm, I called the store to confirm that was coming and was told that it was on the way. Around 7:00pm, I received a call from the store telling me that they had a problem with the company that they subcontract and they would not be able to deliver the game table, to stop by the store to get credit for the delivery fee of $ 75.00. About 9:00pm, I received a call from the subcontractor apologizing for the inconvenience and advised me that his truck broke down and that was the reason that he could not deliver the table and offer to do the delivery the following week free of charge.

The following week, the table was delivered around 7:00pm but one of the games was missing, the ping-pong table, the driver advised me that Sears did not gave him the ping-pong top. The next day, I went to the store and explained to them about the credit for the delivery. The assistant manager gave me the $ 75.00 credit, once that was done I ask for the ping-pong table she told me that I had to speak directly with the salesman that she did not know anything about that, at that moment I request to speak to the floor manager. I explained to him what happened and he told me that will talk to the salesman and will call me within 1 hour and I left the store.

No one ever called me from that store. The next day I call for the manager and he did not want to talk to me. Up to now no one from Sears has bother to call me to give me an explanation why they sold me a complete set and received an incomplete merchandise. All I wanted was a complete game table and they delivered an incomplete set and a lot aggravations. I've continued to call the store but no one from management return my calls, they always on a meting or not to be found on the floor. I really don't know who to call anymore. I need your assistance. Thanks.

A service technician installed a replacement oven control or Maytag electric stove (part: clock/overlay 22464 74010671 1). On 9/30/2009, that failed and had to be replaced again just 93 days later and Sears Home Services refused to replace the defective part at no cost. I had to pay another $210.62 for the defective part. I spoke to a manager who refused to replace at no cost.

This is my third and last complaint about Sears Customer Service Dept because I do not plan to purchase anything in the future from Sears.

My purchase of a refrigerator in late March and my 3 attempts to have it delivered, plus my in store visit to your customer service dept (whom by the way, Arnold, was extremely courteous and helpful ) to resolve the issues Sears was having with the delivery all were unsuccessful. My refrigerator is sitting in their warehouse in McAllen, Texas, a city that is only 1 hour away and Sears refuses to deliver it until the 30th of April. Why? I don't know and none of your "professionals" were able to advice why. I mean silly me for buying a refrigerator and wanting it in my house. My purchase has been cancelled.

Thank you but no thank you.

I bought a freezer from Kmart which is owned by Sears. I had the option to pick it up myself or pay a $65 delivery charge. There was a flyer in the store which said the delivery was free after a mail-in rebate. The salesman assured me the delivery was free after the rebate! I called to see what was happening with the rebate and was informed then, that I did not qualify for the rebate because I didn't meet the minimum price requirement of $399, nowhere on the flyer that I saw had any price qualification.

I would have picked up the freezer and avoided the delivery charge if not for the misinformation on the flyer and the assurance of the salesman. Sears customer service was less than accommodating. They informed that the rebate company was not a part of Sears! After many frustrating phone calls, I was told I am not going to receive the rebate! I have the flyer in my possession.

I purchased all new appliances in August of 2005; stove, refrigerator, microwave, dishwasher, vacuum, washer and dryer from Sears. In 2007, the vacuum cleaner wouldn't work and "smelled" like it was going to blow up. Sears told me there was no warranty, but we could send it in for repair. It was over $100 to repair a $400 vacuum. In 2008, our oven wouldn't cook anything correctly. A serviceman had to be scheduled and it had to be recalibrated. That cost was about $100, and it still doesn't cook correctly, but it works. My refrigerator just stopped working. The lights are on, but it's not cooling anything.

I called Sears and they couldn't provide any technical support as my product was not under warranty, which was only for the first year. I had to purchase a $287 extended warranty to have the repair covered before someone come out and look at it. Or, I could take my chances on a $75 house call and then pay the repairs myself. What are the odds it's going to be less than $287 for a repair?

I'm so upset with my Kenmore appliances that none of them lasted more than 4.5 years. Whatever happened to Sears selling quality products? The person on the phone offered me a $10 gift certificate to be used at a Sears store. I told her there's no way I will be shopping at Sears ever again and her $10 isn't nearly going to cover what I need. She was nice on the phone, but was also the 5th person I spoke to today; one person even hung up on me! I'll never go to Sears again!

I bought $2500 worth of Sears gift cards in September last year. They were (apparently) voided when I didn't return a phone call from the Sears fraud department in time. Since I paid for these with a Sears MasterCard, I tried to dispute the CC charge, but the credit card people won't honor my dispute. I am out $2500 I paid for the gift cards. I'm now being charged interest on the CC bill. My credit score is being ** because I can't pay my CC bill.

I purchased a Kenmore 8 cu feet chest freezer on 10/3/2008 (model 253.16949101). It stopped working on or about 2/14/2010 (499 days later). It had a one-year warranty. I called Sears to complain that it should have lasted more than 15 months and would they cover repairs. I was told, "Sorry it is out of warranty; it will cost $75 just to have someone look at it." Obviously, we lost all the food that was in the freezer as well. It seems to me that a consumer durable such as a freezer should have a service life longer than 15 months and should not require repairs that start at about 25% of the cost of the unit shortly after the warranty expires. Sears customer service simply won't budge on the warranty period or offer any kind of an accommodation or even consider it.

If this is indicative of the poor quality of Kenmore products and worse quality of their customer service, I will not ever buy an appliance from Sears again. The cost of the freezer and food won't bankrupt me but the aggravation and attitude of their CSRs has caused me to completely lose any confidence in Sears, which used to be a trusted name. Apparently the "K-Mart" syndrome has taken control since the merger/acquisition and they sell ** and don't stand behind anything.

I received the chair with missing assembly parts, and was told by the boss chair company to have Sears return it. Sears said I need to buy another chair because there were no exchanges on that product, No problem, I figured. I ordered another chair. I am still waiting on other chair to be picked up to get my refund on it. It has been over 3 weeks now by your records, but by mine, it's over 4 weeks. You got my money tied up so I won't purchase anything else until that's done and now, probably not at Sears if that's the service you get from Sears on 3rd party goods.

I went to Sears to purchase a Samsung 46-inch LED 6000 TV. They were sold out of the TV, but with the approval of the store manager, I purchased the floor model. I paid for it in full with my ABK debit card with the understanding of picking it up on Wednesday, 2/17/2010. Now I get a call that I can't buy this floor model TV. This store and other stores like Best Buy, PC Richards, etc. also sells floor model TV. I feel that they might have promised this TV to their friends or family to buy with the discount offered.

I am writing this email to express my whole experience of frustration with Sears Outlet. I have placed an order online for a ping pong table on December 18, 2009. Shortly after I placed the order, a representative of Sears Outlet of the Moreno Valley, CA store called me and notified me that they don't have the item I ordered in store. So I then called Sears representative to refund the $70.61 it charged to my credit card.

A month later, I found out that Sears has not put the money back to my card. So I called again to follow up. I have spent SPENT like two hours talking to different department trying to find the right person to handle my case (appears that no one knows how to handle this in Sears?). Finally, I got a hold of someone at the Sears Corporation and the Sears representative told me that I will get my refund about 5-7 days. However, it's been 10 working days since I called and I have not received the refund. I am now like spinning circle with Sears and don't know what to do.

In June 2009, the washer broke down and was repaired by Sears. This last week, the washer AND dryer broke down AGAIN. We scheduled a repair on 12/26 and were told the repair man would be on premises between 1-5 pm. At 4pm, my wife called and they said the repair man would call us. At 5:00pm after not having received a call, my wife called again. They told us AGAIN that the repair man would call. At 6:00 we called again and were told they had NO record of our previous calls and that the repair office was closed and they couldn't get hold of the repair man.

My husband and i then went back to Sears to notify the manager of our bad experience. Instead of apologizing he told us that we probably didn't understand her because we weren't familiar with how people from the north treat others. He said she was from Chicago and that is just how people from that part of the country talk to other people. He went on to say that we weren't the only customers who have complained about her, and he had talked to her before but she just didn't understand. He then asked us "What do you want me to do about it? She comes to work every day and is on time. I can't expect much more from her then that." Then he said she "has just as many customers who like her as customers who don't like her." He refused to acknowledge her poor behavior and lack of people skills in any way! I have worked in customer service for 20 years and I was appalled! This store obviously has no concern for their customers and it is beyond me to understand why a manager would defend an employee who has just cost him 2 very good customers.

My husband and I were shopping at Sears in Coral Ridge mall on Saturday, Feb.21 at approximately 5:45 p.m. We are in the process of remodeling our kitchen, and are in need of new appliances. We went to Sears to look specifically for a drawer dishwasher, and a stainless steel side by side frig. 3 sales associates were visiting between themselves near the washer and dryers. At NO time during the 20 minutes that we continued to wait for someone to help us, did any of the associates approach us to ask if we needed assistance. We were in clear site of all of them.

Could it be that we could expect the same treatment from your service department? We don't think we will take that chance

My daughter & I were at the Jackson Sears on Friday, 11-28-08 to purchase a slide-in range. I had called this store on Wed., asking questions & was told the stove probably had to be ordered & if we ordered on Fri. most likely the stove would be at the store on Mon., 12-1-08.

I understand that Friday was a very busy day. From the time we entered the store until leaving it was well over an hour. A young girl tried to help but was unable. Another young lady, holding her baby the entire time she was trying to look up info on a placard but was unable to find anything. We were referred to another gentleman, he was identifed as one of the brothers that ran the store. He was very busy.

Finally a man talked to us & his badge stated he was the owner. We were quite taken aback that no one in the store that worked there had a name badge. We didn't know who the employees were. Another thing that was unbelieveable was one of the women working had her baby there & had to hold her most of the time as the little one was fussy & crying. She told us that they had been there since 4:00 a.m.

Why would anyone operate a business & bring their children to work? Anyway as it turned out they were unable to help us. They said the computer system was down & probably this was a good thing as there had been many customers in the store since opening at 5:00 a.m. & their commission would be more. They asked to take my name & as soon as the computer system was up & running they would call to get all the info.

As of today, Mon., 12-1-08 at 7:14 p.m. they have not called. Apparently business doesn't seem important. This item would probably run in the area of $1100.00 plus. It is too bad that we do not have other stores in our immediate area to choose from. We were very disgusted when we walked out & quite frankly, had a feeling no one would call.

We will go elsewhere with our business. We may have to drive a little farther but hopefully someone will be willing to be more business minded and order the stove for us.

Payments are not being applied to promotional Balances. I make a $75.00 monthly payment and only about $23.00 is required for the revolving balance none of the remainder is applied to promotinal balances. I was told that I could only have a portion of the most recent payment applied to my promotional balances and that I would have to call each and every month to designate how my payment would be applied. If I didn't call they only apply payments to the revolving balances. I then ask for all my past payments to to be redisignated and for any future payments to be equaly dispursed and was denied. I was again told I would have to call each month if I wanted any money applied to my promotinal balances.

I have been making payments to this for 7 or 8 months and assuming payments were being equally applied and now (01/01/09) when the promotion runs out I will have almost $500 in interest on my initial purchase of $2400 from April 08. They wonder why people are in a credit crisis'with practices like this.

We have had a furnace purchased from Sears on or about February 2003.

Sears gave the first estimate and confirmed that they would in no way be the low man when it came to pricing but they are a nationally known name, they only deal with quality products and that they stand behind their goods and services. Their quote was $8,000. Another company quoted $3500 for a furnace of equal size . We went with Sears and they subcontracted to another company and because we had no heat. We had no issues with the system for about 2 years.

We started having issues of the heater only blowing heat in the summer, so we would call out a tech, spending all day (appointments are only from 800am - 500pm evidentially and only on Mondays in our area). The system operated with no issues again until fall when it got cold and would only blow AC. Again another call and another wasted vacation day from work. This has gone on for approximately 4 years.

I finally filed a BBB complaint in the winter of 2006.

Since thet 2006 complaint we have still had to waste 2 days a year, sometimes 3 or 4 when they call and tell you at 200 pm or so that they are rescheduling you because of having 1 technician in our area and there was an emergency etc and you have lost a day of vacation for something that you paid so much for.

We once again called the Sears repair desk on the 19th or October to report that the furnace was only blowing AC, after being told that they could not send anyone out for 2 weeks I escalated it to the Customer Advocate Department and explained we have NO HEAT, they assured us it was put on emergency and we would have someone sent out on Monday the 20th.

My wife stayed home and was called at approximately 900am to be told they were rescheduling her. She called me and I called the Customer Advocate Department back and had someone forcibly sent to my house later in the day. The technician said that there was a circuit board that was blown or damaged and he would order a replacement, he ordered it and he told us that the "only Mondays" was not necessarily true, that they do calls on Saturdays, etc if needed.

The board was sent to our house and we called to make an appointment and had to once again get to the Customer Advocate Department before they could make someone show up on Saturday to install the board. The repairman shows up at 1100am when the appointment was for 800 - 830 am and opens the box of the board noting that the shipping box was fine but the actual box for the board was crushed. He attempted to install the board for several minutes and then told me that the board was damaged and that they would have to order another one.

Finally, Tuesday, the board arrives and we called to make an appointment. After several transfers and over an hour on the phone the Customer Advocate Department desk got us scheduled for today, October 30, 2008 and the repairman showed up to tell my wife (who lost another day of work) that the part was the wrong one. He said we would have to wait for the part and make another appointment.

I have since talked to no less that 8 people getting transferred from the Customer Advocate , to the OneSource department (?), to the national service center, and the TSR (?) group, and more, each time explaining I have a family with NO HEAT, it is now about 45 - 50 degrees in my house and their heating system is still NOT working, I have had to deal with inept service men and broken parts shipped, etc. They claim that contrary to what I was told by the salesman that the warranty does not cover then loaning any types of heating until they can get this repaired and that although it seems to be an ongoing issue they are not liable to replace it unless specified by a repairman.

As I stated earlier I just want heat before my family gets sick, our pipes freeze (eventually) or we have a house fire trying to heat with kerosene heaters. Last night the tempurature was 31 degrees. Today is the 31st of October it has been 2 weeks with no heat. Today 31st of Oct the part arrivved by UPS and it was the same INCORRECT part as was verified yesterday by the tech.

Once I recieved the box and checked the packing slip that said it was the correct part number 1087953, the part inside was in another box which was part 1087952. The exact same part as was decided as NOT the correct part yesterday by a tech. I have called the customer advocate and talked to several people all moring and until 3:12 this afternoon being bounced around and told by Beverly and Alecia that I would be called back and neither did.

Alecia on both calls was VERY rude, tried talking over me and was eating on the phone. The only thing she recited over and over is that teh tech will have to call the manager when he gets here tomorrow. I have taken tha side panel off and taken pictures of the board and the label on that board, it is the 1087953 board.

I kept asking what a tech, with the wrong part, that has been verified by 2 techs and myself was going to accomplish by calling his manager and all Alecia did was recite the same thins and tell me she didnt know what I was supposed to do about heat and getting the correct part. When I started asking her name and confirming that she and Betty (the supposed manager that told her to tell me this) were the only two by that name so I can forward this complaint she became very disrespectful," HMM huh, yeah yeah, whatever". I am at my wits end at this point. I have no heat and no customer service that gives a rats ass. How hard is it to look at a number on a box that you get the wrong parts twice in a row.

I will not be taking any more days off from work nor will my wife because of their supposed "We dont do your area except on Mondays". I want a tech here after MY work hours 4:30 or after to fix this piece of junk or they can remove the whole thing and give me my money back on the whole lot. I will NEVER purchase from Sears, KMart or any holding company partner again and will be making sure all friends and relatives are told also.

It should never be this bad.

6/13 - placed order #xxxxx in the amount of $124.36

6/17 - received tracking #1Z EA9 907 03 7662 419 9 (which by the way still indicates the item has not been shipped to me)

6/25 email customer service due to not receiving item yet, I got an email response that someone would contact me about the order, and waited several days for this to occur. No one ever contacted me.

7/2 - FIRST CALL to customer service and explained that I did not have my order, the customer service representative was unable to tell me if the order had actually shipped, or its status. When asked if she could send me duplicate order since sears could not tell me what happened to my first order she said she could not. Based on this I cancelled the order, and was told 7-10 days to process a full refund.

7/15 - SECOND CALL to customer service to follow up on order refund, associate says she talked to manager, and will immediately credit the full amount. However only 109.97 or the 124.36 was refunded (so I was still owed $14.39)

7/21 - THIRD CALL to customer service, representative noted that they had made a mistake and shipping/tax would be refunded immediately. However only 6.69 of 14.39 was credited, (at this point sears owed me $7.70)

8/7 - FOURTH CALL to customer service spoke to manager, and again was assured that a mistake was made and that the remaining $7.70 would immediately be credited. Only $.50 of $7.70 was credited. (So I am now owed $7.20).

8/15 - FIFTH CALL to customer service again spoke to manager, discussed frustration of taking 6 weeks and four calls to get credit, he assured will credit remaining $7.20 immediately. I also asked if there was anyone else besides the manager that I could share my frustration with, and was told that no one else was available to talk to.

It is now September 1st, and 2 months after I requested a refund, sears still owes me

$ 7.20.

After going out to his truck for a while, he came back and said the compressor is covered and he would order the parts. Later he returned from his truck and said the parts will be shipped to our home and someone would be out on 8/12/08. We called the service department and told them we thought it was ridiculous for them to expect us to be without a refrigerator until 8/12/08, they said that is the best they can do.

We called again on 8/6 to say several packages have been delivered and asked can we get someone out to repair our refrigerator. We were told the compressor was on back order and the 12th was the soonest someone could come out. On 8/12 no one showed up. We called the service department again and was rescheduled for 8/15/08 between 1-5pm. Around 2pm on 8/15, the tech Carlos (ID 0759829) called to say he was not going to make it. He was busy and we would have to be rescheduled for Wednesday 8/20/08. I told him this was completely unacceptable.

We are a family of 6 living who have been living out of a cooler since 7/27/08. He said "you don't have to give me a guilt trip ma'am, the 20th is the soonest we can get out." I asked for his name and his supervisors name and hung up after receiving the information. I called the service department again and asked for a supervisor. After waiting for over 10 minutes, I was disconnected. I called again and spoke to supervisor Michelle (ID number 26025). After explaining the history to her for 30 minutes, she said she was referring me to Customer Relations and someone would call me on 8/16/08 to assist me. I asked he to contact the dispatch department and have someone come out and honor the appointment that was made for 8/15. Michelle said she could not do that. I asked will someone be out on Saturday. She said Consumer affairs will make a new appointment when they call me on Saturday. I advised her I was very dissatisfied with her inability to assist me.

I asked to be transferred her boss. She said she was the highest manager there; there was no one she could transfer me to. She can only note my complaint and have someone from Consumer Affairs call me tomorrow. I told her I did not want to go another day without a refrigerator and asked to transfer me to Consumer affairs. She said she could not transfer me. She can only make a on- line referral for someone to call me back.

On Saturday 8/16/08 someone called at 8am from Sears. I did not get to the phone in time. When I checked my messages, there was message from Sears. The person who called did not leave her name, just a toll free number for me to call (which put me back into a call tree for repair service). I called the toll free number and was advised I have an appointment for Wednesday 8/20. On Monday 8/18 I called and tried to escalate again. I advised I was being transferred to Sears Executive office at 800-. This was not Consumer Affairs or Sears Executive offices, it was a department called One Source.

I spoke to someone named Lois who listened to my story from start to finish and asked to put me on hold. Lois advised me that she spoke to a Routing supervisor Cameron who said he would send a tech out the following day 8/19/08 but it would have to be an all day appointment between 8-5. I waited all day. The technician did not show up. Again, I began my series of calls to Sears in attempt to escalate this matter and speak to Consumer Affairs. I was eventually transferred to the One Source department again. This time Lois was not available.

I spoke to LeAnn (ID 549113). LeAnn could not find the consumer affairs case that Supervisor Michelle (ID 26025) said she created on Friday 8/15/05. LeAnn said she was getting the dispatched manager on the line. We were disconnected. I called again and spoke to Sheldon who sad he was opening case number 2167615 and said to call back 479- option 7 if I have any more issues. Sheldon stated the notes in the system say the appointments were canceled at the customer's request. This is not true. When appliances break, shouldn't I be able to get it repaired in less than a month and several missed appointments?

This is the 2nd Major appliance I purchased from Sears that has gone out in less than 3 years. We had the same experience with our microwave. We were told our microwave had to be replaced because the parts and labor would exceed the cost the Microwave. After purchasing a new microwave, the instruction Manual said the Major parts would be covered for 5 years. Our old microwave was repaired and we returned the new microwave.

It seems to me Sears is in the business of selling service agreements and trying to trick customers into purchasing new product to replace damaged products. I am appalled at the run around I have gotten from Sears. We purchased Kenmore appliances from Sears with the assumption we purchased quality products from a reputable Major Corporation. Now after 3 weeks for frustrating calls to Sears, my refrigerator is still not repaired. I lost all of the food we had in our refrigerator and freezer. I have a problem with Sears and Kenmore. Shouldn't Kenmore appliances last more than 3 years? Loss of food, extensive time on the phone with Sears, still no repair.

We had planned on using our Sear's charge card to make this transaction to take advantage of the 12 months no interest/payment. The card had never been used by either my husband or myself and there was 2 years or more remaining on the expiration date.

The salesman swiped our card and up came this message saying that our account had been closed. This news was certainly a surprise to us and we couldn't figure out why the account was closed so my husband called the 800 number on the back of the card to find out that it was closed due to inactivity. The last time I had charged anything with Sears was about 3 years ago when I purchased a side by side refrigerator for my son. Sears would not reinstate our card but said we could sign up for a new Sear's charge card.

We tried to get them to just reinstate our card since they had already asked us for husband's social security number, mother's maiden name and the password but they simply refused. This was certainly embarassing to us since we have excellent credit and have never ever been treated this way by a business. Sears missed a $5,000.00 purchase tonight and any purchases in the future from us due to this mishandling of our account. Citifinancial Mastercard (with Sear's name also on the card), also hung up on my husband as they were talking and he was not rude in any way to this Citifinancial woman.

The Sear's salesman whom we worked with for 2 days was very nice and helpful and we felt bad that he was not going to make the sale because of Sear's horrible management people that we had the misfortune of dealing with tonight. My three sons grew up wearing Sear's double knee jeans and we made many purchases from Sears in the past and I had always considered Sears as American as apple pie but not now. Sears is the very last on our list of businesses to purchase appliances or anything else from after our ordeal tonight. We will be happy to tell our friends and also our acquaintances of the horrible treatment Sears showed us tonight.

We will be buying these appliances but not from Sears. We will give our business to some other company out there that appreciates good credit and people that do not load up their charge cards and then let them go unpaid.

So long and good riddance Sears management!! No wonder you are having trouble staying afloat.

Message sent to Sears to which they responded with a canned email response. I think they need to do better in customer service. They did nothing to rectify the situation. DO NOT BUY SEARS PRODUCTS.

IMPORTANT RESPONSE REQUESTED: On 8/9/08 after returning from vacation, my 2004 26cf side-by-side refrigerator (mODEL 106.52584202) had died and resulted in an approx. $800 loss of food. I called Sears for repairs and was given an appointment 8 days later on 8/16/08. I called early on 8/16 to ensure the service tech as coming. I discovered that the telephone number listed was my NYC number where I ordered 4 appliances for my country home in Copake NY for delivery from a local store (approx. $4,000). I corrected the phone number to the Copake one at 518-...-....and the rep said he would definetly contact the tech.

At 2PM on 8/16 I called to inquire about the tech and was advised (after being disconnected once and being transferred 2x on a second call) that the tech cancelled the service call after not being able to reach me. I had the phone with me all day and there was no call. There also was no call on my phone in the city (718-) so this was a total mistruth. He rescheduled my service call (without ever contacting me regarding my availability) to 8/22/08. I advised the Sears rep that I would not be at my country house on 8/22 ( I was returning to the city for my granddaughter's birthday) and I had not been contacted about a date. She called the tech number and they told her the tech was out of the area and could not come to my house.

If this is the type of service Sears provides, I made a big mistake in purchasing over $4,000 worth of appliances for my home and will never purchase ANY Sears product again. I would like this email reported to CEO and custoer service executive and expect a response from them on how Sears plans to prevent this type of deplorable customer service from happening again. If I receive no response, I will know that Sears is not a store I, or any one I speak to will want to buy from. I will also ask my attorney, if I have any recourse for unusual stress and

inability to live in a normal environment by not having the service of refrigeration during this long period of time. I will also contact TV action sites to publisize your poor service (7 On your side and others).

It is August and to have Sears make me live without a refrigerator for 20 days is unacceptable. Please contact me immediately with your response. I have been without a refrigerator for 8 days and it will be at least another 12 days before the tech is scheduled to come to fix the refrigerator, if he comes at all. With today's caller ID technology, it is proven he did not call and not get a response as he states. It seems he just did not want to make the service call on a Saturday (for which I was paying a premium service call charge). The customer service policy of Sears must be revealed to consumers as inferior so others are aware of the poor service once they own the product.

My son purchased three air conditioners from Sears on line. They were delivered around the second week of June and on Friday, July 18th, I noticed that the air conditioner in my bedroom was giving out warm air. On Saturday, July 19th, I contacted Sears and informed them of the problem and a Tech was scheduled to come to my home on Tuesday, July 22nd. He did and confirmed that it had a defect and needed to be replaced. He stated that once he entered his findings in the computer that, within 24 to 36 hours, we would be contacted with a number code in order for us to make the exchange at Sears.

Three days later, no call ever came and I contacted Sears informing them of my situation, what was told to me by the tech and that I was waiting for some kind of number code to make the exchange. It seems that this is done by a certain department and the Rep informed me that he would contact the department and have them contact me. This nightmare went on thru all of July with each Rep giving both my son and myself different stories, being hung up and refusal to give us the name of someone in authority.

At this point of frustration and anxiety, I filed a report with Better Business Bureau who did get me action. A Rep by the name of Ryan called my son and informed him that they received a call from the Better Business Bureau; he apologized for the inconvenience and proceeded to inform him that he would look into the matter and see to it that a replacement was sent to my house immediately and would call him with a tracking number. He never did get back to either one of us and my son called and tracked him down. He apologized again and gave us the tracking number. This was on Thursday, July 31st.

On the evening of Tuesday, August 5th, UPS delivered a huge, beat up box with the replacement. The UPS Rep was concerned if the unit would work because of the condition of the box and the shipping method. It was never put into the slot because it was wrong unit. The replacement was for 8000 BTUs and they sent 12000 BTUs, which even if I decided to keep, Sears would have charged me the difference and the unit was way too powerful for the bedroom. Due to a family issue, we did not contact Sears until Wednesday, August 13th when we were informed that the wrong unit was sent (we already knew that) and they would arrange for the unit to be picked up by UPS and a new one to be delivered by UPS. (Please note that I work full time and put in long hours and cannot sit around waiting for UPS - not knowing what day or what time. Keep in mind that if I miss the pick up or delivery of these units; the situation is prolonged even more and not resolved.)

This Rep., Holly, apologized and stated that she would get back to my son on Thursday, Aug. 14th; she never did. My son calls on Friday, Aug. 15th (today) and Holly is not there and Ryan is on his way in and will be given a message to call my son because no one else knows a thing about this situation. So, here I am a few days short of one month, with a defective air conditioner in my home and an air condition that is sitting in the box it came in.

All I wanted to do was return this unit to the Sears closest to me and get a new one. Never in a million years did I dream this was going to turn into such a nightmare that has caused me such grief and anxiety. I have updated the Better Business Bureau with this situation and am now informing you of what I have been going through. I am flawed at the unprofessional attitude of the Reps. and lack of concern and respect for their customers.

The physical damage that resulted is to me. The frustration and anxiety in dealing with these disrespectful and unprofessional employees has brought me to tears. I have spent so much time on the phone and in writing complaints and nothing has been done. I am where I started off and don't know how to get this resolved in a reasonable manner. I know longer want the unit and am only interested in getting refunded. Please help me resolve this matter.

I called customer service to close my Sears account which has been paid in full. I had a specialist in charge of closing accounts kept pushing me to remain with them. Over and over again I had to say I wanted my account closed and of course I was getting very irriated when spoken to as if I was a child. I can't believe their tactics. I was completely disgusted of the experience.

After a few years of living in our house, we decided to take the plunge and have central air installed. We contacted Sears and although their estimate was one of the highest, we figure the Sears name, it would probably be in our best interest. We had it installed. Besides the fact that in some rooms we do not feel the air and in other rooms it is freezing, we did not complain. Than this summer, 1 1/2 years after the central air was installed, we started having some issues. Although the thermostat was set at 74 degrees, it would reach temperatures in excess of 86 degrees in my house.

I have a 3 1/2 year old daughter who would wake up in the middle of the night drenched from sweat. I contacted Sears to set up an appointment and what proves to me the quality of their products, they were not able to set up an appointment for almost two weeks. I had no choice so I made the appointment. Than two days prior to my appointment, the temperature in my house touched 90 degrees. At this point, I contacted Sears again and they said that they would schedule an emergency appointment for me the next day. The customer service rep started to process it, but her system would not take the request. She switched me to a different area where I was informed that they could not set up an emergency appointment.

On top of that, the original appointment that i had in two days was now cancelled and i could not get that appointment back. The next scheduled appointment would now be another 9 days later. All this in the middle of summer on a system less than two years old. They were rude and not very customer friendly. I had to call a private contractor in to fix the problem. And although it only cost 70.00 to fix the problem, Sears would not honor the claim even though the master warranty agreement that I had with them was worthless. Letters sent to the corporate offices went unanswered.

The purpose of this letter is to warn all consumers that even though the perception of Sears is a good name, it is not. Stay away from Sears and any of their home improvements. They are overpriced and if you have any issues, they will not do the right thing. Yes, it cost me 70 dollars to learn this. However, in the long run it will cost Sears more. I have already started boycotting all Sears Holdings entities. The economic damage was minimal (70.00). It was more emotional damage that Sears put my family through. 90 degrees inside a house could have been catastrophic to my family.

I ordered an Arrow building in June, it was supposed to come with floor kit and anchor kit. I called sears.com before I ordered it making sure everything was included.I received everything but the anchor kit. I then called sears.com and told them I did not receive the anchor kit, they appoligized but told me I would have to order the anchor kit. I purchased the anchor kit on July 3rd. It is August 6th and I still do not have my anchor kit. I am still waiting to put up my building. I have called sears.com and the retail store in Malden where the anchor kit was supposed to be shipped numerous times. Both keep telling me that I have to take up the problem with the other. I want my anchor kit.

I thought Sears was a good company, but NO LONGER. It's a good thing I work in a community center, so I can discourage anyone to use Sears. In the long run, it was a good thing I bought from the other company, 1 Hours Heating and Air Conditioning. This company even gave us free use of 2 window units for us to use until they could install my new air conditioning. I will NEVER go into another Sears store as long as I live. This may also include KMart since they are affliated with Sears. My excellent credit rating may have been damaged due to this poorly run company. Now that I have complaints about Sears, I have learned all these little rules that they have, which I was never told in advance.

I placed a order -number 37407074 on July 7, 2008 - order never came so I called to find out about the order -- the order was cancelled - I was never notified of the cancellation. I spoke to a supervisor who informed me the product ordered was now in stock and I would be shipped the product. To date August 5, 2008 you have charged my credit card for $125.59 (July 15, 2008) and used took $75.00 in gift card dollars for a total of $200.59 and I have no product. This morning when I called, I was again told the order was cancelled.

The supervisor Lisa told me she would walk the paperwork and the issue would be handled immediately. again today, I was told the same junk. To top it off, the man taking my call on the supervisor's line raised his voice and was extremely rude! I want this issue resolved and I want this issue resolved immediately. I will never order from Sears again and will tell everyone I know about this experience. My family has shopped Sears for over 75 years.

My husband and I are older, live in a rural area and needed the trimmer when we placed the order. Now four weeks later, we don't have the trimmer but you have our money! Unbelievable! If I don't receive resolution in the very near future, I will proceed to report and seek help from other authorities for legal resolution. sears has my money and we have no product. sears keeps telling us it will be taken care of - yeah right.

The 54 inch TV we purchased 11/07 stopped working. The tech came after two weeks and put in a new part. 10 mins. after he left it was not working again. I talked to him later and said the new part was bad. I've called Sears 3 times since I've been told everything like lost LCD panel to no one ordered it. It's been since the end of June already and I am going to take it back where we bought it and demand a new one. No problem. We are tired of the run around. Paying for sattelite TV and not being able to watch anything. Also I've obtained an attorney. I would like Sears attorney to contact me.

Purchased five new appliances from Sears and pais cash for them. Delivery was scheduled but they only showed up with one item. Finally Sears delivered the other four items; however, the refrigerator was the wrong color and did not match the other items. Worked with Sears and ordered the correct refrigerator and scheduled a time for delivery. Item was delivered on 29 July 2008, but was the wrong refrigerator. The refrigerator is the wrong size and color and Sears can't seem to get it correct. When you call them and talk with them you don't get any answers to correct the issue. Currently I paid sears an additional $2,000. for a refrigerator that has not been delivered.

Sears refused to take my check in a transaction. When I contacted the company used by sears they said there was no reason why the check was kick out.I would like a explanation of why this took place, I have a whole house and garage full of sears product, but I will not buy another thing until someone gives me a reason. Store 0001120 257 transation date 07-29-2008

On August 5, 07, i purchased a 19" proscan flat panel t.v from the sears in Shawnee, oklahoma. It had been returned and i was assurred by the salesperson that it was due to size and not a defect. It never was real clear and on June 19th of this year, it just would not come on. We returned it to the store and was told that it would be send off for repair and would be back on around 7-10-08. (To me that is too long to wait when i paid $45.00 for a master protection agreement, but i did not fuss)

On approx 7-10-08, i received a call from the service center saying that the part my t.v. needs will not be here for another month. They suggested that i go back to the store and see what they would do toward replacing my t.v. On Saturday, 7-12-08, went to store with all paperwork, including receipt, owners manual, service plan. The only manager there at that time of the day was soft-lines manager and she took our information and told us that the electronics manager would call us at 7:00 pm that same evening. We have never gotten a call from anyone and we have attempted on 7-17-08 to contact manager by telephoe where i was left on hold for more than 15 minutes before i just hung up.

This morning the service center people called again and the part that my t.v. needs will not be in until 8-5-08 and no projected date on when i will get it. I would like either another t.v. or my money back this week. I feel that we were deceived by the original saleperson and that the t.v. had more problems and i shouldn't have to wait this long for something that i paid for. I paid $239.93 for the t.v. plus $44.99 for the master protection plan. (Which has done me no good thus far) plus tax. I have been without my tv for 39 day (& counting)

Today, I called Sears Heating and Cooling to have a repairman go to the home of a sick member Edward B. who just had major surgery. The Customer Service Representative stated that she could not put the request in because of the area in which he lives and the computer would not pull up a date. Mr. B. unit still has a warranty on it. What behooves me is the fact that the installers had no problems going into his neighborhood to install the the unit. The damages that this is causing is Mr. B. breathing is increasingly labored.

19 cubic foot freezer died in June 08. They refused to come out immediately and we lost the entire contents. They said that they will only reimburse $250.00. The repair man did not submitt the itemized list of food and expense and we had to go through several layers of Sears to get a check (which has still ont come as of 7/28/08) It took 10 days for the repairman to come and he said it must need a compressor. Another 10 days for the appointment to install the compressor. 9 days later (7/25), the freezer failed again. No emergency service available. They said they would be out on Monday the 28th. They then called and said that it would be 8/6 before they could come out and look at it.

The first tech. said it could only be a compressor or the electronics, so since the compressor had been replaced, it has to be the electornics. I have 2 cases of peaches and 12 dozen ears of corn which we purchased the day of the breakdown which I have no place to store. After 1 1/2 hours of calls, Sears agreed to rent a freezer. However, the Rent-A-Center only had a 10 cubic foot freezer and they could not deliver until the next day. I got a truck and got it and filled it to the brim. I have spoken with people from repair, Customer complaint, National Customer Relations and the Eecutive Office for Corporate Complaints--"Executive Recovery" and are still in the middle of this mess.

We lost $987.00 worth of food on the first breakdown for which we have not received our $250.00. Now we will lose the opportunity to process all the July/August fruits and veg. from our garden. Also, I have stayed home 4 full days for phone calls and waiting for the tech. and will have to lose 2 more days of work in the coming weeks. Seas states that 10 days for a service call on a 19 CF freezer is "acceptable" along with another 10 days to order parts and install them.

I have a Sears Air Compressor (Model 919.165250)that needed repairs. This compressor looks brand new because I clean and polish it after every use. The Sears Service Dept. thought it was brand new when I brought it in for service. It needed a new muffler. It took two weeks to repair and when it came back it was damaged. The damage was three scratches and one large scrape that went all the way to the metal on the air tank. This compressor that looked brand new when Sears took it in for service now looks like it has been used and abused.

Sears seem to feel if it works all is okay. I paid the $94.92 repair bill. I will see the scratches every time I use it. There was orange transfer paint and it looks like they just threw it in with other items that needed repair and did not take care of my compressor. If this was a car and needed service and came out with scratches like my compressor did, some one would be legally responsibile for making it right.

I think Sear should have returned my compressor in the same condition they received it. I am just one customer but I have purchased many items from Sear. I don't know what it would cost for a new air tank that looked new as mine did, but the labor to put it on the compressor might not be worth it to Sears. I think Sears should be responsible for damage of customers merchadise that is sent in for repairs. I might be wasting my time but I just needed to complain about how my air compressor came back following repairs.

My air compressor (model No. 919.165250) looks terrible due to damage it received during its stay at Sears for repairs.Scratches all the way to metal on air tank. The shroud was damaged part No. CAC-1317 and they ordered a new one. The scratches seem to be damage that they feel is just part of transporting for repairs. I paid for the repair ($94.92) and did not argue. I think Sears should have at least apologised, to repair the damaged air tank would be more than the $94.92. I think they should be fair. I would think an attorney would say make it right, just be fair. Thanks for listening. I would like to hear from someone by e-mail not necessarily an attorney.

The manager, Anthony D. pacified her by giving her a measly 10% off of the price of the freezer. How about 40% or 50%? I bet if Sears made that type of commitment, the "computer glitches" would be solved! That is the last time either of us make a purchase with Sears. They have lost two valuable customers due to someone's incompetence.

I have not had air conditioning in my home for 3 weeks now. I called Sears for service on Thursday, 7/10/08, and was given an appointment date and time, of Monday, 7/14/08, between the hours of 8am and 12pm. Monday at 1:00pm I called sears 800 number, to find out where the technician was, and why I was not contacted. I was told that the tech. would call me with an ETA. I never received a call. At 2:00pm (still Monday), I called again. I was told that my appointment had been cancelled, and I would have to re-schedule. I explained that I did not cancel the appoinment, and re-scheduling was un-acceptable. I was again told that I would receive a call, this time from routing. I never received that call.

On Tuesday, 7/15/08, I called again. I was given another appointment for Friday, 7/18/08 between the hours of 8am, and 12pm. The technician arrived, on schedule and informed me that the compressor was shorted out, and he would have to order the part. He said he would order the part Monday morning and, set an appoinment with me for Tuesday, 7/22/08. That's today. I just got off the phone with the 800 number, and I have been told that the appoinmtent in the computer is for Friday, 7/25/08. I told them the tech. scheduled me for today, and I was waiting, as I was told that he would be here between 8am, and 12pm. They said, once again, that someone would call me from routing.

Nobody has called. Every single call has been made by me. It is 90degrees in my home. I can not seem to get anywhere with Sears. I have now taken 3 days off of work for technicians that do not show up, or have the courtesy to call to tell me. I need this resolved. A phone call would be a nice start. I hope that this is a rare situation, and that Sears does not do this as common practice. Please contact me. I feel like I can do nothing but, be at the mercy of Sears service. I have lost a lot of money not working, and to find out that it could have easily been remedied with a phone call, makes me sick to my stomach.

In May we received a bill from Sears for $32.48. It had an insert that looked like a Check for $84.00 expiration date June 15, 2008 "redeem before expiration date shown. See reverse for purchase details. **40901** Sears would like to say "Thank you" to valued customers. Redeem your certificate now to select your favorites for just the low amount shown for each which includes shipping and handling.

Enclosed was a sheet with pictures and text for little gadgety things. We thought this was legit and even tho' we didn't need any of the items, we thought maybe they would make little gifts. I chose just enough items to stay under the $84 and sent off the order blank with the payment of my bill. On the next bill I got from Sears were charges of $83.82! I was so mad I called the # on the bill which was for an entity called "Sears shop at home order #0000015857 gift services Merchandise" I told them I thought I'd been scammed and Sears ought to be ashamed.

The person I spoke to said that they weren't Sears and I should send the stuff back and it would be removed from my bill (they didn't offer to credit my shipping costs.) I was afraid that the credit would not apply in time to forestall a late charge and perhaps reflect on my credit so I called billing at Sears. I kept getting transfered and a couple more people told me they didn't work for Sears either. We finally got through to someone who said she would put a credit on the bill and we demanded that our Sears card be canceled.

I sent the stuff back the next day, which was July 10, and paid $5.35 postage. I have no idea what they are going to do next. I wondered if anybody else "bit" on their little scam. I think Sears should be ashamed to consort with scammers. And I did not ever receive info for escalating to someone who could explain, even tho' I asked. This is small potatoes but I'm only out shipping fees, a lot of wasted time and a great deal of aggravation. If this doesn't get resolved, tho', it could be a lot more.

Good day you. I appreciate the availability of the Sears stores and products, however their customer service has been totally horrendous & terrible! Yesterday I purchased a Garage Door Opener from store #: 01030, Tran #: 2021, Sales Check #: 010305092021. Naturally I paid for the Installation at the time of purchase in which I was informed that the installer will contact me within 24hrs. I gave three different contact numbers to be reached at, only to receive NO CALL to either one by 6:00 PM Central Standard Time. It's obvious I wasn't going to receive one.

I phoned 773- and after waiting for 7 or more minutes, a David answered the phone. Calmly I explained my situation in which he totally ignored the concern by not even apologizing or saying anything! All he said was hold on,...there was dead silence and finally after 4 minutes I was transferred to Maxine. He hadn't explained anything what-so-ever nor had he made me aware of being transferred. Calmly again, I explained the same situation and concerns. Maxine was however better than David. Unfortunately, she couldn't assist. I had already informed the David character that I was trying to contact Installations & he transferred me to Maxine in Appliances at the same store #: 01030. She did give a 'said' installations number to call.

When I phoned 800-, I still had to go through prompts to get to installations. After a 10 minute wait or longer I finally got to a Tasha. She was however your best associate employed at Sears this evening. She acknowledged my concerns and was even very apologetic. She actually acted concerned. she informed me that my order was unfortunately sent to the wrong installers so it was rejected. She also mentioned that the order had been re-routed to a GK & Sons contractor: they hadn't responded what-so-ever to say if they'd install it or not. I was very angry about that too.

Why does Sears have contractors doing this work? Contractors are KNOWN to be horrible individuals to work with. They don't arrive on time & they have bad quality of work! If this so-call statistically is not true, then for me it is due to ALL of my bad experiences with them. So anyway, Tasha sent them an email to respond to this installation with an agreement to do the work or reject it. She also stated that she noted for someone to actually phone me this time so I would know what's going on. So there you have it. My bad experience in Sears' hands. Who's going to correct this oversight, when will it be addressed and how? Just a $272 bill with no service and no installation yet.

I had a service call for my washer and when the service guy left it still was not working. I called immediately and he called us back told us what to do and it worked for 2 more loads and then it didn't work after that. I called the very next day to get someone out immiedately and was told they could not get anyone out until Friday. I explained to someone who spoke broken english that it was not acceptable someone needed to come out today or give me my $65.00 refund for my service call. They could not help in anyway. They would not tell me where they were located as I have a strong suspician they are not located in the United States of America.

I am so stressed out over this situation and it is about to cause my mom to have a stroke as she is the one who does the laundry in my home. I am very disatisfied with the chain in which you go through for a service call to Sears. I want to speak to a person who is around the corner not in another country. Customer Service is just not what it use to be. I was very pleased with the tech who came to fix my washer as far as his personality and politeness but we can't contact him because he is part of a large network.

I really wish Sears would offer a personal touch. This has put undo stress on me and my elderly mom as well as having to go to the laudry mat to complete our washing. Not to mention the money at the laudry mat and the strain on ones back in order to get the laudry to the laundry mat. I have contacted my attorney to follow up with a letter about the complain and demand.

Today's date: 7/14/08. I have been a Sears customer for many years and for the most part have been satisfied with their service. What I encountered recently with Sears has to be the worst level of customer service I have ever received in my entire life! This experience has changed my impression of Sears and I will NEVER purchase from Sears again. We've been lied to and hung up on repeatedly by Sears repair service representatives and Rapid Resolutions. You should not be allowed to treat your customers this way. I have explained what we went through when we tried to get our front load washer repaired under warranty.

June 2008 I set up an initial service call on our washer. Water not coming into the washer and found a small magnet inside the washer on top of the door. Service call set up for 8:00-12:00 on 6/14/08. 6/14/08 At approx 10:00 am called Sears to find out what time the repair tech would arrive. They sent a message to the tech to call me with an estimated time of arrival. He called within 15 minutes. He indicated that we were his next to the last ticket and he showed that we were in a 8:00-5:00 pm time slot for service. I told him that was not correct and someone had really messed up. I told him I would have to cancel the apptment but he suggested that I keep the apptment because he could get to us sooner. He called at 3:30 to advise he was on the way to my home.

When he arrived, I explained to him what was wrong and showed him the magnet that came out of the washer door. He ran diagnostics through all cycles and said washer worked, couldn't find anything wrong. I kept showing him the magnet and explaining it came out of the door, he said he didn't know what the magnet was for and it couldn't have come from the washer. He said he couldn't find anything wrong with the washer and if something started happening again to call Sears back.

6/1/08, a.m. Tried to wash clothes and found same problem still existed--water not coming into the washer. Called Sears back and explained this. They transferred me to the repair line. I spoke to someone named Jack and explained again what had happened and that the original problem was never fixed. He said it sounded like the magnet came from the door assembly and it needed to be replaced. I asked him why the repair tech that came out didn't know that. He said that when he set up the next appointment he would have a Senior tech come out. He said he was putting the order in for the door assembly. He scheduled another appointment for Saturday, 6/22/08 during 8:00-10:00 am.

He apologized for the inconveniences we had been put through and said he would get us a customer service appreciation for the poor service we had been encountering. I told him if we had the option to request something that I'd like a stack kit for our washer and dryer. He said that would not be a problem at all.

6/18/08, 3:00 pm I received a phone call while I was out of town confirming that a repair tech was on his way to our house. I told the woman that I was out of state and the apptment had been set up for Saturday and not Tuesday. She didn't know what had happened or why it had been set up on a Tuesday. 6/22/08 Called at 10:00 am, spoke to Sears rep and they said they would send a message to the repair tech to call us with his estimated time of arrival. At 11:00, had still not received a phone call so called Sears back. Got Erick on the phone. I explained that we had been told that the repair tech would be here anytime between 8:00 and 10:00 am and he still hadn't arrived yet nor had he called us. Erick said he would check into it and asked me to hold on. He immediately hung up on me and the phone was disconnected.

I called right back and got a different person named Saijie. Explained what happened--that we hadn't heard from the repair tech and that I was just hung up on by someone named Erick. He said he would find out what was going on and he put me on hold. When he got back on the line he said he would send a message for the repair tech to call me. I reminded him that that had already been done and asked why he hadn't called us back. He said he didn't know but he would send another message. I called back 20 min later when we still hadn't heard from the repair tech and the phone was answered by Erick. I explained to him that we had called in a few times already and still hadn't heard from the repair tech. I told him I wanted to speak with a supervisor or manager. He asked me to hold on while he got a supervisor and then immediately hung up on me!

I called back immediately and Ron answered the phone. I explained that I had just been hung up on twice and wanted to speak to a supervisor or manager. He transferred me to Daniel in National Customer Relations. I explained everything that had happened starting on 6/15 up to now. He apologized for the poor service I had received and for being told inaccurate information. He said there wasn't anyone there named Jack and that most of the representatives use pseudo names so he's not sure who I spoke to. I asked if there are notes on my account or anything that shows who we had been talking to when we called in. He said that the Corporate office could find that out and that he was sending a message to them now to look into who had been hanging up on me, and the poor service we had received. He said he didn't know why Jack had promised me a stack kit because they're not authorized to do things like that. He also said Jack had not ordered a door assembly or any other parts for my washer.

While I was still on the phone with Daniel, the repair tech George showed up (approx 1:00 pm). It was not a Senior tech as we had been promised but the same tech that had come before. He looked at the washer and ran diagnostics again. This time he said a problem was showing up and a part needed to be ordered. I told George that we were told by Jack that the problem was the door assembly. He said it was not the door assembly. I gave the phone to George so he could talk to Daniel. George confirmed with Daniel that we didn't need a door assembly because we had a front load washer and the magnet has nothing to do with the front loader. I got back on the phone with Daniel and told him that I am extremely upset with everything we/ve been through. I had been given wrong information, transferred to so many different people, and still have a broken washer. I asked Daniel for the address to Sears' Corporate office to write a letter of complaint.

George ordered the parts and said once they arrived at our house we should call Sears back to set up an apptment for them to come back.

6/28/08 The parts came in this past week and I called Sears on 6/27 to set up an apptment. The apptment was scheduled for 8:00-12:00 on 6/28. At approx 11:00 am on 6/28, I called Sears to find out what time the repair tech would be arriving and I also confirmed that we were still set up in a 8:00-12:00 time slot. They confirmed that we were showing as 8:00-12:00 and sent a message for the repair tech to call me.

By 12:30 I still hadn't heard from the repair tech so I called Sears back. I believe I spoke to Jonas that time. I explained we were in an 8:00-12:00 slot and had called about an hour ago to see when the repair tech would be here. I told him that a message had been sent to have the repair tech call us but he hadn't called back yet. He checked the system and said the tech was scheduled to arrive at our house at 4:45 pm and that we were the next to the last ticket. I told him that was ridiculous! That I had just called and spoken to someone earlier who confirmed we were in the 8:00-12:00 time slot. He said he didn't know who I had spoken with or why they had told me that but it was showing he would be at our house at 4:45 pm.

The repair technician finally showed up at 6:00 pm that evening! He checked the washer and the part and found that the wrong part had been ordered. I was livid! He had to reorder the correct part and we were told to wait until the part came in to set up a new apptment. And as far as him showing up at 6:00 pm, we told him we had an 8:00-12:00 apptment and he said he was going to come to our house that morning. When he first check his service tickets we were the second apptment but then a note was added to our ticket saying to make us the last apptment of the day. I think someone in your repair center is trying to pay us back for the previous complaint calls that we made. Why else would we be the second or third apptment of the day, and then someone add a note to make us the last apptment!

The part came in on 7/2 and due to the upcoming holiday the next available apptment wasn't until 7/12/08. We were told again that we were set up for service between 8:00-12:00, but that didn't happen again! I called Sears at 10:30 to get a status and they confirmed that we were set up for 8:00-12:00 and that we were #6 on the list. They advised the repair tech was working on customer #2 so it shouldn't be much longer. By 12:30 I still hadn't seen the repair tech so I called Sears again. They said they weren't sure why he hadn't arrived yet and they paged the tech with a message to call me. I confirmed that both my home number (5406596649) and cell numbers (5402956104) were in the system. I still hadn't received a phone call by 2:00 so I left my house to go to the store. I wasn't worried because I knew I had provided by my home and cell numbers.

When I got back there was note on my door at 2:20 that the repair tech had been there and to reschedule my apptment. This is absolutely ridiculous!! I called Sears again and complained and they said the tech had a note in the system that he had called both numbers and received no answer. Then he went to the house and left a note on the door. That is an absolute lie! I have caller id and there were no incoming numbers on my caller id at home during that time frame and I had not received any calls on my cell phone either. What kind of company are you that you can continue to treat customers this way?

At this point the washer is still broken and we now have another apptment scheduled for 7/15 from 1:00-5:00. Our washer has now been broken for over a month! I will NEVER purchase from Sears again! I am done with Sears and have submitted a complaint to Consumer Affairs as well.

I have been a Sears customer for many years and for the most part have been satisfied with their service. What I encountered recently with Sears has to be the worst level of customer service I have ever received in my entire life! This experience has changed my impression of Sears and I will think twice before purchasing from Sears again. I have explained what we went through when we tried to get our front load washer repaired.

I set up an initial service call on our washer. Water not coming into the washer and found a small magnet inside the washer on top of the door. Service call set up for 8:00-12:00 on 6/14/08. 6/14/08 At approx 10:00 am called Sears to find out what time the repair tech would arrive. They sent a message to the tech to call me with an estimated time of arrival. He called within 15 minutes. He indicated that we were his next to the last ticket and he showed that we were in a 8:00-5:00 pm time slot for service. I told him that was not correct and someone had really messed up. I told him I would have to cancel the apptment but he suggested that I keep the apptment because he could get to us sooner. He called at 3:30 to advise he was on the way to my home. When he arrived, I explained to him what was wrong and showed him the magnet that came out of the washer door. He ran diagnostics through all cycles and said washer worked, couldn't find anything wrong. I kept showing him the magnet and explaining it came out of the door, he said he didnt know what the magnet was for and it couldn't have come from the washer. He said he couldn't find anything wrong with the washer and if something started happening again to call Sears back.

6/1/08, a.m. Tried to wash clothes and found same problem still existed: water not coming into the washer. Called Sears back and explained this. They transferred me to the repair line. I spoke to someone named Jack and explained again what had happened and that the original problem was never fixed. He said it sounded like the magnet came from the door assembly and it needed to be replaced. I asked him why the repair tech that came out didn't know that. He said that when he set up the next appointment he would have a Senior tech come out. He said he was putting the order in for the door assembly. He scheduled another appointment for Saturday, 6/22/08 during 8:00-10:00 am.

He apologized for the inconveniences we had been put through and said he would get us a customer service appreciation for the poor service we had been encountering. I told him if we had the option to request something that I'd like a stack kit for our washer and dryer. He said that would not be a problem at all.

6/18/08, 3:00 pm I received a phone call while I was out of town confirming that a repair tech was on his way to our house. I told the woman that I was out of state and the apptment had been set up for Saturday and not Tuesday. She didn't know what had happened or why it had been set up on a Tuesday.

6/22/08 Called at 10:00 am, spoke to Sears rep and they said they would send a message to the repair tech to call us with his estimated time of arrival. At 11:00, had still not received a phone call so called Sears back. Got Erick on the phone. I explained that we had been told that the repair tech would be here anytime between 8:00 and 10:00 am and he still hadn't arrived yet nor had he called us. Erick said he would check into it and asked me to hold on. He immediately hung up on me and the phone was disconnected.

I called right back and got a different person named Saijie. Explained what happened: that we hadn't heard from the repair tech and that I was just hung up on by someone named Erick. He said he would find out what was going on and he put me on hold. When he got back on the line he said he would send a message for the repair tech to call me. I reminded him that that had already been done and asked why he hadn't called us back. He said he didn't know but he would send another message.I called back 20 min later when we still hadn't heard from the repair tech and the phone was answered by Erick. I explained to him that we had called in a few times already and still hadn't heard from the repair tech. I told him I wanted to speak with a supervisor or manager. He asked me to hold on while he got a supervisor and then immediately hung up on me!

I called back immediately and Ron answered the phone. I explained that I had just been hung up on twice and wanted to speak to a supervisor or manager. He transferred me to Daniel in National Customer Relations. I explained everything that had happened starting on 6/15 up to now. He apologized for the poor service I had received and for being told inaccurate information.

He said there wasn't anyone there named Jack and that most of the representatives use pseudo names so he's not sure who I spoke to. I asked if there are notes on my account or anything that shows who we had been talking to when we called in. He said that the Corporate office could find that out and that he was sending a message to them now to look into who had been hanging up on me, and the poor service we had received. He said he didn't know why Jack had promised me a stack kit because they're not authorized to do things like that. He also said Jack had not ordered a door assembly or any other parts for my washer.

While I was still on the phone with Daniel, the repair tech George showed up (approx 1:00 pm). It was not a Senior tech as we had been promised but the same tech that had come before. He looked at the washer and ran diagnostics again. This time he said a problem was showing up and a part needed to be ordered. I told George that we were told by Jack that the problem was the door assembly. He said it was not the door assembly. I gave the phone to George so he could talk to Daniel. George confirmed with Daniel that we didn't need a door assembly because we had a front load washer and the magnet has nothing to do with the front loader. I got back on the phone with Daniel and told him that I am extremely upset with everything we've been through. I had been given wrong information, transferred to so many different people, and still have a broken washer. I asked Daniel for the address to Sears' Corporate office to write a letter of complaint.

George ordered the parts and said once they arrived at our house we should call Sears back to set up an apptment for them to come back.

6/28/08 The parts came in this past week and I called Sears on 6/27 to set up an apptment. The apptment was scheduled for 8:00-12:00 on 6/28. At approx 11:00 am on 6/28, I called Sears to find out what time the repair tech would be arriving and I also confirmed that we were still set up in a 8:00-12:00 time slot. They confirmed that we were showing as 8:00-12:00 and sent a message for the repair tech to call me.
By 12:30 I still hadn't heard from the repair tech so I called Sears back. I believe I spoke to Jonas that time. I explained we were in an 8:00-12:00 slot and had called about an hour ago to see when the repair tech would be here. I told him that a message had been sent to have the repair tech call us but he hadn't called back yet.

He checked the system and said the tech was scheduled to arrive at our house at 4:45 pm and that we were the next to the last ticket. I told him that was ridiculous! That I had just called and spoken to someone earlier who confirmed we were in the 8:00-12:00 time slot. He said he didn't know who I had spoken with or why they had told me that but it was showing he would be at our house at 4:45 pm. The repair technician finally showed up at 6:00 pm that evening! He checked the washer and the part and found that the wrong part had been ordered. I was livid! He had to reorder the correct part and we were told to wait until the part came in to set up a new apptment.

7/2/08 The part came in on 7/2 and due to the upcoming holiday the next available apptment wasn't until 7/12/08. At this point we are waiting again for a repair tech to show up to see if our washer can be fixed. Our washer has now been broken for a month. How can Sears be allowed to treat their customers this way? Please look into this. Thank you.

I was in the mall while my mother was in the car with the family dog (she's not much of a shopper) I had gone in to get a few things and hurry back because my dog had recently been bitten by a tick and we had to get home to give him medicine. Anyways, I get back to the car and my mother says to me that I need to go and buy tweezers from some place in the mall because my dog had got ANOTHER tick bite that was starting to be engorged. I rushed inside the closest store that I thought would have tweezers, Sears. I approach the counter, 3 or 4 girls are behind talking and laughing and one was on the phone, they are ignoring me until I asked if they sold any tweezers and immediately 1 of them says NO, she doesn't even bother to check, just NO!, and then another girl says wait, let me check there might be one in a manicure set, is that okay? We eventually found the tweezers and was treated nicely by that one girl out of 4 behind the counter.

My disabled, senior parents, called for air conditioning repair services the week of June 29, 2008, and were scheduled for July 10th. Because my father has Emphysema, he needs to be able to breathe. I called Sears repair service around 11:30 a.m. on July 3rd to see if someone could come out immediately because my parents were becoming sluggish and my dad was finding the indoor temperature unbearable. I was told that a technician would come out later in the day between 1:00 p.m. and 5:00 p.m., and that he/she would call 30-minutes before arriving. I gave my cell phone number as a contact number, as well as my parents home number. We waited all afternoon until 5:30 p.m. When there was no phone call or technician, another call was placed to find out what was going on. The second call proved unproductive. The call taker apologized and said the technician called but received no answer.

I had my cell phone on and with me the entire time and it didnt ring. I checked my parents Caller ID and saw that no call was received. I deduced that was a lie. The appointment was rescheduled for July 14th. It was explained that they couldnt be without air for that long. They were told that was the earliest the Routing Department could service the unit, at which time a supervisor was asked for. No supervisor was available, but arrangements would be made for one to call back. A third call was placed around 6:20 p.m., asking for a supervisor. The phone taker wanted to know what the problem was, apologized, and insisted someone would be able to take care of the air conditioning problem on the 14th, but to call Saturday, July 5th to see if arrangements could be made beforehand.

It wasnt understood why the original date of July 10th was not available, as well as an earlier date since the technician failed to keep the July 3rd appointment. The call taker said he needed to talk to the Routing Department. He came back to the phone and kept referring to what his supervisor told him, but kept ignoring the fact that a supervisor was requested.

Finally, after being placed on hold for quite some time, a supervisor came on line and reiterated the same story. She apologized, claimed there was nothing that could be done, and the appointment was indeed scheduled for July 14th, but to call, July 5th to get an earlier date. It wasnt understood why an earlier date couldnt be scheduled right then.

I tried to call and talk to a Sears repair person. [Their] phone system is the worst system I have ever encountered. I went around in circles. When I did speak to a person they were unalbe to answer my questions. Did I call India!

Sears has terrible customer service. I placed an order for a replacement part for my tractor. They shipped the wrong one. They would not ship the right part over night for any reason. Stating that they can't because it is not in their contract with UPS> I of course know this to be a lie. I have not been able to mow my lawn in almost a month because of their mistake.

I am definitely going to let all my friends know my experience even the ones that don't shop at Sears so they won't shop at Sears. It is very stressful knowing that in your own country you feel like your overseas in a foreign land. Again I am unbelieveable hurt as an American knowing that this is happening in Sears. This shop was in New Brunswick, New Jersey on Route #1 South.

My complaint is with the service repairman My 2month old washer needed repaired, I called and made an appointment for May 13th.The repairman was supposed tobe here between the hours of 8 to 12. I waited all morning for him, he did not show. I called Sears, they said they would call him, he was to call me, he didn't. I had a appointment at 1;00p.m., I left my house at 10 till 1, at 1:05, he called and although no one answered the phone, he came on over, then left me a note stating he had come and I wasn't here.

So I called Sears again, they said they were very sorry, but made me another appointment for the 20th, between 8 and 12. I had to make arrangements for someone to be here, cause I have to work for a living. He did come, fixed part of the problem and said he needed to order parts. And left a bill, although my washer is under warrenty. Now he is supposed to show up today, it is now 3:05, I called Sears at noon he is supposed to call before he comes, I've heard no word yet, and I am [upset],

I have been without a washing machine for 3 weeks, it was a new washer, I have been given the run around by this so called repairman. He even complained to my Mother how much gas it was costing him, to come to my house, cause he lives in another town. This person is worthless and rude you need to pay more attention to who represents your company, if I EVER get my washer fixed, I won't be buying anymore washers or anything else from Sears, I think I'll try Lowe's.

In early February of this year, I purchased a $50.00 e-gift card online to be sent to my sister-in-law. Immediately after I purchased, I received a phone call from a SEARS CSR who claimed that they were having real problem with fraud with the e-cards, and wanted to verify that I did, indeed, place the order. I told them I had, and in moments, I received email confirmation of the purchase. My sister-in-law never received the e-gift card, so I called Sears. They voided the transaction and sent me a confirmation email stating that the transaction was voided. I was told that I would receive a refund in 2-3 business days. Ok, I thought. I bought a physical real plastic gift card and mailed it to her, thinking I'd be getting the refund soon to cover that cost.

After the first week of waiting (wanted to give them some leeway for processing) my correspondence journey began. At first, I was told, they were investigating the transaction. Next: I should wait another week and would see my refund within that time. Followed by: We've forwarded your complaint to the returns investigation department. They're looking into what the problem might be. I should give it a week.

When I emailed them again (always including the purchase confirmation and voided transaction emails in the string) I was told that there was a 16 digit number associated with my order confirmation that could not be accounted for. It was not information I provided to them, but information input by the CSR. They needed to check into this for me and would be issuing the refund ASAP. I should keep an eye on my account and would be seeing my money soon.

Next I was informed that the refund was processing and would be in my account no later than 7 businees days. On day 10, I called and was again informed that there were 'technical difficulties', with no other explanation. The CSR was about to "escalate this issue to the -RETURNS INVESTIGATION DEPARTMENT" when I said "N-n-n-n-no no no, already been there. Upon hearing that, the CSR escalated the call to her supervisor, Michael Black, who said he'd 'assign the issue to himself and handle it'. I was to call him back in 7-9 days if I didn't see my money. I felt pretty good about that until 12 days passed.

I placed another call and requested to speak with him and was told he wasn't available. I spoke with a different supervisor - Mamie - floor supervisor of Des Moines Iowa. She stated that Michael was unavailable. She read back through his notes on the transaction and stated that Sears is having a much more serious technical difficulty than they'd anticpated with crediting my account and that there is no indication of a time line for this problem being fixed and my refund processing to me. I stated, to clarify: "so, what you are telling me is that Sears is having a problem refunding my money, and this problem will persist indefinitely - and I may never receive my refund." She laughed and said, "Oh, you will, it just may take a week, may take a month. I know that's not what you want to hear, but that's where we stand."

At the time of that conversation point -I was just over two and a half months into the journey. I have every email, and documented every conversation. And to be fair - everyone I spoke with was pleasant as pie. But pleasant doesn't fix the problem. Pleasant doesn't provide customer satisfaction. Pleasant, to my knowledge, has nothing to do with alleviating 'techical difficulties' and providing refunds. Some people might think - it's just $50. Let it go, move on. But that's the point, isn't it?

I'm betting SEARS is making some serious bank on its poor customer service and the whole 'technical difficulties' scam. Call me crazy, but the last time I checked, stealing was against the law. I have done some digging on SEARS Customer Service. They have a long history of poor customer service, of discouraging the pursuit of refunds or exchanges by keeping conversations going and going and going until people give up. They've also learned to keep the CSRs illinformed on how to actually fix a problem. Plausible deniability has no place in customer service - but SEARS sure has learned how to make that a profitable scenario.

Today is May 27. Still no refund. Still no hope of receiving a refund. And I am making my routine call.... I'll probably be speaking with my regular CSR Christina V. I will NEVER shop with SEARS again. Nor will my family. Nor will my friends. Cost to me: 1. $50. 2. Months of emails and phone calls. 3. Hours and hours of my life that I'll never get back. 4. Whatever faith I had in SEARS as a reputable company.

I was going to make a payment, and one of the associates ( Carlos ) refused to process my payment, because I didn't have my credit card, I kept telling him that I had my statement, with me, but he refused. He was giving me hard time. I felt that he was discriminating me, because of my accent. He said " Spanish, no I don't know this "He said as if he was mocking me. now, My accent is not thick at all, it's a very light accent.

He didn't have to mock me like that. He made it perfectly clear , that I didn't count as a "real customer" because my english wasn't perfect. I felt a little embarrased, but I felt more disapointed , I don't feel that I want to return to this store any time soon. I'm a loyal sears customer. I've shopped at your store for 11 years now and I have never had a problem with any of your associates. But Carlos was complete jerk. How can he get away with treating the customers like dirt. wow , with a name like "Carlos" you'd think he wouldn't have said such a stupid thing " Spanish ? no I don't know this.

I was speaking " English " the whole time. He was discriminating me. How can they have this "Hate Monger " working there. He was incredibly rude, he gave me an attitdue, he kept giving me a whatever look. He was completely unprofessional. he kept turning his name tag , so that I couldn't see his name, luckily I had already seen it. His name was Carlos. what did he think? I wasn't gonna tell on him, because I wouldn't know his name? How Immature.

I asked for him to get me a manager, he said he was the manager, I then said get me "your " manager", the store manager:, he got all nervous and he told me that I had to use the customer service phone. I kept trying to find another register but the lines were so long , and I was pressed for time, so I used the credit/customer service phone. I told the operator what had happened, and she was shocked, she said he could have punched in the numbers. She then processed my payment. I had to wait 20 minutes on hold just for the operator to pick up the phone. He wasted my time. he could have easily made the payment in 2to3 minutes, tops.

while I was on the phone with the credit dept. he was telling another co-worker something, and they glanced over and they started whispering, I couldn't hear their conversation, but I heard giggles. They're there to work, not play around. I told the operator the whole thing and she was surprised that he couldn't do they paymant sans card. I felt that he was being disrespectful, he was discriminating me due to my accent. how is my accent preventing him from pressing buttons. Im pretty sure I can't possibly be the only customer, that has made a complaint about Carlos. Carlos in the women's dept. register 15 or 16. Sears, 14xx N MONTEBELLO BLVD, MONTEBELLO, CA 90640

The reason Sears employees are always pushing the merchandise protection agreements is because the managers are always on them to sell them. The reason you ask? Well the managers get a bonus at the end of the year depending on how many "P.A.'s" were sold. I know in my department, if i sold $1 million of merchandise in a day, but i missed 5-10 P.A.'s i would get yelled at, even though i sold $1 million of merchandise.

When shopping for appliances, there may be 3 or 4 sales people in the washer/dryer area, but they are not allowed to sell refrigerators. So if all the sales people in refrigerator department are busy, the other sales people cannot answer questions about the refrigerators or sell them.

This is a complete lack of Customer Service. It promotes disgruntled customers (myself) by having to wait. Also, I might mention, the sales people are on commission, so the sales people are losing out on commission. Most of all Sears advertises satisfaction guaranteed, but if they are not waiting on their customers in a timely manner with such stupid policies as split departments, the customers are not happy after purchasing because they have to wait so long.

I wanted Sears products but find the lack of compassion for the consumer very nerve racking.

I purchased a Miter Saw for my husband for Christmas on 11-24-00. At the time of purchase they asked me if I would like an extended service contract on the saw. I told them NO and DID NOT purchase the extended warranty.

They called one night at 8:30 p.m. and I had already gone to bed and asked my husband if he wanted an extended warranty on the saw he had purchased. The next morning my husband informed me of the phone call and knew what his main Christmas present was going to be. I was angry since I had told them at the register that I DID NOT wish to purchase the warranty.

I called and they were less than sympathetic. They have been in business long enough to know that around that time of year people are purchasing Christmas presents and they could at least wait till after the new year. I left my phone number with an employee who was to give it to a manager for a return call. I never received a return call from him.

I spent hours on the phone because I was so angry that they had ruined my surprise to my husband. What really made me even more mad is the call from them again the very next night after I had vented to several people. They called for a second time and asked me (I answered the phone) if I wanted an extended warranty on the saw. I couldn't believe it. They had supposedly e-mailed the company or people responsible for the phone calls. I want this stopped so others do not go through this same aggrevation.