Sears

We never received the ring. When I finally told them that I was filing a complaint with the BBB and police and wanted a refund after 4 weeks they submitted a partial refund through PayPal and will no longer respond. The policy is for the customer to pay restocking if returning the ring we wanted an exchange. We kept notifying them our wedding was getting closer and they would not respond.

Every time it is the same canned email that we don't have warranty. We went back and forth at least 10 times. Talked to Customer Solutions, confirmed it was approved, the next day or a few hours later got denial email with no explanation on why it was not covered under the 5 year exceptional part warranty. Never can escalate to a supervisor. It is the most frustration experience. No wonder they are in bankruptcy. We will never buy again from Sears.

I was told I could not return it to the Sears store to avoid the additional fee. I could however purchase another mattress and the delivery fee would be waived. I felt so violated! The product was INFERIOR! Purchasing another mattress was $90 more. I trusted in Sears for appliances and mattresses in the past. Not anymore! I just told my coworkers about this. One was going to Sears to buy a mattress. Now he's going to Costco.

UPC: 747935818675ve purchased all my mattresses from Sears

I called the next morning to see if the contractor was going to come to replace the water heater that day. I was told by the contractor that Sears would not replace the 20 year old water heater and would only replace the burner. AND that it would take 4 days to get the parts. This meant that I had to shut down the gas to the water heater and go without hot water until the part came in.

My brother-in-law lives with us and he has cancer. I asked the plumber to plea my case and and try to get us help. He did so, and was told by Sears that if they could "not find the 'parts' for the water heater in 24 hours that they would replace the water heater". Well...24 hours came and went. After many calls to the contractor and trying to get through to Sears, nothing happened. They did nothing. No concern about a fire from a gas leak, or the health of a person with cancer. Wow! I will be cancelling my Sears Home Warranty and going with another company that is a little bit more money, but I have experience with. STAY FAR AWAY FROM THE SEARS HOME WARRANTY.

The next problem was my my LG all-in-one washer-dryer. 5 years ago when it died, I went through - or rather my warranty company went through - half a dozen idiots until I called Sears on my own and they got it fixed. So, when it malfunctioned again, who did I call? Sears! The 'call fee' was $89 to 'diagnose' the problem. Ok, not horrid but a little higher than I'm used to. The tech that arrived was incredibly rude. Nothing overt, but looking down his nose at me, talking down to me and talking over me, that sort of thing. I tried to explain what I knew was happening - the clothes were coming out wet but ONLY when I used the dry cycle so the pump was working fine - so he didn't have to re-invent the wheel and his response was "I'll decide what the problem is after I examine the machine." He then turned his back on me indicating that I had been 'dismissed from his presence'. So I left.

A while later, he came up to my office and announced that the problem was that I hadn't cleaned out the intake hoses?! That's not in the maintenance manual. Why would I need to clean out hoses running clean water? The filter, the drain hoses - those have to be cleaned, but intake? Well, whatever. I paid him and told him I'd call back if my problem wasn't fixed. When I went downstairs a bit later, I found that he had moved my drying rack off the top of the machine and had not returned it to its location. Moreover, he'd moved the machine out into the room so he could access the back of it and didn't move it back! What sort of person does that sort of thing to an elderly woman with a leg injury who, obviously, can't be expected to move the machine back into place.

Worse, my clothes were still coming out wet - not damp which is how they would come out of the wash cycle after the spin and before the dry cycle - and not misty which is how they are supposed to come out of the dry cycle in this type of machine - but WET! Which is WHY I had called in the first place. So, the problem WASN'T fixed despite his ever so smug assurances to the contrary. So, I called Sears back, and, after trudging through their 'call center' for nearly 30 minutes where the employees do NOT speak English well enough to readily understand or be understood, I was able to get a call-back from a manager (several hours later) in Customer Care where I filed a complaint against the tech. They apologized, promised me a new 'master technician' would be assigned, and I wouldn't be charged a second fee for the re-diagnosis.

They sent a new tech out who, I am sorry to say, was completely out of his depth. First, he tried to charge me another diagnostic fee. I told him I'd already paid it and this was a re-visit because the first guy didn't do the job right. So he verified and I wasn't charged, but he should have had that information at the outset. Second, and more importantly, He didn't even recognize the machine for what it was! He said "Is this it? It looks like a washer." I explained that it was an LG All in One. His response was "Really? I've never seen one before. This is interesting." THIS is their 'MASTER TECH' - someone who hasn't even seen an all-in-one let alone worked on one?

He took a photo of the plate with the model and serial numbers and started searching for information on it. After about 30 minutes, he came upstairs and informed me that the model and serial numbers are "... only coming up with washer parts." And that he was going to have to "go back and do some research" without any attempt at scheduling a followup appointment. Just a promise to call me to set one up.

Two days later on Thursday, Sears left me a voicemail after 8 pm which is when my phone turns off for the night. So on Friday Morning I get a voicemail telling me they have “Scheduled your technician to arrive between 10 am and 1 pm tomorrow.” Which, of course, it the same day as I received the message. I work from home as a Tax Advocate so all of my meetings with clients are confidential and privileged just like a Doctor or Attorney. I had a client scheduled for the time period the technician was ‘scheduled’ without so much as a courtesy call to verify the time and date with me.

I called to try to reschedule and was given the royal run-around. “You’re his last appointment.” “We can’t change the appointment now.” I even asked for a supervisor who BS’d me some more and gave NO explanation as to why an appointment was scheduled without any communication with me. She said “I realize you have errands to run…” At which point I cut her off and explained vehemently that I wasn’t ‘running errands’ but had a confidential and privileged meeting with a client and could not have a repair person running in and out during the meeting. She apologized but gave no alternative options so, completely fed up, I said, cancel the appointment and refund me my service fee since I haven’t received any service. Her response was “The service fee is non-refundable.” At which point I told her, impolitely, what she could do with her ‘service fee’ and proceeded to call my attorney.

I realize the service fee is ‘non-refundable’ but that is only if one actually received the service for which it is intended which I have still not received. I will never call Sears again. They have become like every other money-grubbing, dishonest and lazy repair service company that takes your money and gives you nothing but frustration and aggravation in return. They are useless.

2. I have never been turned down for a claim. I've never had to fight for a claim and they do come through when needed.

Now the bad parts:

3. Getting through their "phone tree" is a nightmare. You will be switched from department to department over and over.

4. As time goes by, the wait times for service gets longer and longer. It used to be about a week before they could get a technician out to fix a problem. Now, it's about three weeks. Imagine going three weeks without a clothes dryer and having to go to the laundry mat. However, they do always send somebody. Sometimes, in the worst case scenarios, they'll send somebody three weeks out only to find out they don't have the right part and then you wait another three weeks for the part to come in the mail and a person to show up and install it. Now imagine going without an appliance for six weeks.

5. When this year's contract is up, I'm going to try Home Shield instead of Sears Home Warranty. There has to be a better turn-around time than waiting on Sears Home Warranty.

It was suppose to be here on the 3rd of the next month, so an appointment was made for the 4th. Well UPS tracking on the 3rd said that it was not going to be here until the 4th. A three day lay over in Shrewsbury, MA. Shrewsbury is only about an hour and a half from my town, but it was held up there for 3 days. The service reps. came on the morning of the 4th as schedule, but of course they was no part. They said again when it comes in call Sears. It came to my house at 5 PM. I called Sears repair to let them know and asked for another appointment for the next day. The service rep. told me that a repair man would be there soon. Now it is eight thirty. No repair man and I have tried for the last two hours to get some information as for when to see a repair man.

They say that he is on his way, that he has the repair order. I asked if they could confirm when he might get here but they said the system shows that he has the order and that they cannot tell me anything, but if I wish to call in the morning that they may be able to tell me something, or that I could reschedule the appointment. Between Sears Service and the UPS it seems no one knows anything. Oh UPS charged UPS 3 Day Select for the shipping of the part. That means that they guarantee it would be there in 3 days. Must be that they didn't count the 4 days it was held in their MA. facility. So far it's been almost 2 weeks waiting for this part and repair.

The tech came out and said he had to order parts and would have them delivered to the house and return the following week on Thursday (about 10 days later). Parts came before the Thursday but no tech. I waited to see if they would call me but no call. By the following week I called (going through the lengthy hold/annoying message about using their online service which wasn't helpful because it couldn't find our account/information). Finally, I get them on the phone and they schedule the tech to come back out. 10 days later they are out but cannot repair the machine, so they say, someone will call to replace the the machine. I wait, no call.

After 10 days, I call (go through the lengthy hold/annoying message saying visit us online for faster service BUT it still doesn't recognize our account). Finally, get someone on the line and they said, "Just go to a Sears store in your area," and provide my phone number and they will provide a replacement machine (but I had to pay the difference). I go to our local store and found out both local stores closed. So I go to a Sears outlet still open and they said, just go online and buy there because they can use the warranty refund (but the outlet couldn't). I go online, pick out everything and then chat with someone to get it paid for and they say "sorry, you will have to call customer service and have them send you an eGift card". I do that, call customer service (go through the lengthy hold/annoying message for nearly 30 minutes).

Finally, I get someone on the phone and they say "we cannot do an eGift card for online purchase". I explained that we don't have a local store to use and she said she would have to transfer me. I stopped her and explained how much time I have spent trying to resolve this and the endless hold time. This representative was nice enough to set things up and then transfer/hold with me to get me to the right person. I thought that, finally, things would be handled. Not so fast. I get the order in and then the new representative says "someone will call you back in the next few days to take payment and finalize the order". I ask for an email confirmation, tracking #, something to reference and a phone # that won't force me into multiple transfers and lengthy, wasteful holds. She wasn't very friendly and could not provide me with any account/tracking/order # but did provide me with a more direct 800 to call. I wait, no phone call.

I call back in 4 days figuring that was enough time. The new # was easier to get assistance. I was able to pay for the order and get my part paid, and delivery scheduled. The call ended with "they will call you to confirm the delivery" and you will get notifications with updates on the order. No updates or calls. I call the day before the order delivery date and they state that, yes, the order is scheduled for next day. However, I am reluctant because no phone call to coordinate the delivery has occurred. They inform me I will get one the evening before. We'll see. I really hope so because this is about all I can take of this wasteful process.

Sears needs to streamline communications, weed out the constant transfers that cause customers to start all over. Other helpful things would be to update the search abilities from their online portal to allow for more streamlined, efficient communications. The waste of my time was significant but it is also wasting the time of sears team members which impacts the cost of doing business in several ways. I honestly don't think I will purchase again through Sears or Sears Home Services because of the poor customer service.

We were fools and purchased a $400 three-year Master Protection Plan on this $3,000 lemon but a lot of good that will do when we can't even get it repaired while it's still under the original manufacturer's warranty. I honestly don't know what to do next, who to call or contact. No one responds. So here we are, into June now, still waiting.... We have lost hundreds of dollars in food and wasted countless hours because of this. How difficult is it to ship a darned compressor? And why did it have to be shipped from Korea or wherever it's coming from (if it is)? Why don't they have them in stock here? We just can't believe their total lack of consideration and response to their customers. We have been long-time customers of Sears but no more. I want to get this refrigerator repaired and then we're finished with them.

I left at 9am to go to our family event. At 11:15, an hour and 15 minutes into my husband's wait time, Sears home service called my cellphone to inform me that our service tech has been sick ALL WEEK and would not be coming to repair our refrigerator that day. I explained that my husband was missing a family event and I would like someone else at our house by 2pm. I explained that since the tech was sick all week, we could have been called Friday or even at 8am or 9am that morning and our family plans would not have been ruined for the whole day. The answer was "No one is available". I asked to speak to a supervisor and got the same answer. I talked to 4 people during that hour and 15 minutes and the last one ended up disconnecting me.

During a break in our family activities, I called again. I still got the same answer from everyone. No one is available. There seemed to be very little attempt to accommodate us at all even though we were terribly inconvenienced by their cancellation. At one point, one of the phone people asked if we could reschedule on Saturday May 25. I said we could not schedule that day because we would be out of town. I would have to call back to figure out a time to schedule. A few minutes after I hung up, my husband got an email stating that we were scheduled for service with Sears on Saturday May 25 between 8 and 12. I called AGAIN and said we would not be available that day. The phone person asked if I wanted the appointment cancelled. I said they could do what they wanted with that appointment but we would not be home.

I finally got the appointment scheduled on Wednesday, May 29. I was given the 8am to noon wait time. I informed them that I needed to leave for work at 11:30am so they needed to be at my house in time for me to leave for work. When I spoke to Sears the night before the appointment, I reminded them that I needed to leave for work by 11:30. I was again told there was really no guarantee. Thankfully, the technician showed up at 8:30am and was able to repair my refrigerator. He was VERY nice. I would give him a "10" rating, while giving the schedulers a zero.

We spend hours talking to Sears employees on the phone and in person and no one was willing to fit in our appointment any sooner, although the entire problem was the company's fault. The customer service truly could not have been any worse. No one cares about the amount of time and money we have spent to end up with a refrigerator that is worse than when we started.

So here's the thing Sears: consider this my hill to die on. I refuse to use snail mail and buy a stamp and mail a letter to your unethical accounts department when you can very well see I don't owe you money and you can far more efficiently use email to address customer queries. I would think in your position you would be working hard to keep your customers. Not one response or attempt has been made to sort this out on your side though. Absolutely disgusted with your unethical business practice.

Well this second time, I had to wait over a week for the appointment, then tried to contact Sears to request at least a 30 minute heads up because I couldn't take another whole day off. After many highly irritating recorded automatons and re-routings, which said over and over my phone number didn't pull up any appointment, I reached a person, who said that he would put in that request but couldn't absolutely guarantee it. Finally on the scheduled day at 2:41p I got a text saying that the "technician" was on route. I jumped in my car, tried to call Sears Repair but kept getting the same run around, tried to access their online "chat" but couldn't, so I finally hung up, thinking that I'd be there shortly anyway and what repairman is ever really that timely?

Well Alex, the C'ville "tech" called at 2:57p to say he was at my house. I said "I'm 7 miles away, 5 of which are interstate, I should be there in about 5 minutes or so." He was short with me, saying that he could only wait "5 minutes" because the next appointment was "in Schuyler". I said "Well this is the second time you've had to come out because it wasn't done right the first time" so I expect you to wait. I arrived home at 3:06p and he was long gone. There's only one road back to the interstate, and I didn't see him. From the time Sears texted me till I arrived home was 25 minutes!!! Plus, I assured surly Alex that I was minutes away. I was FURIOUS and called Sears - again having to wait for an extended period and then going through massive recorded rigamarole. A Sears rep eventually said that Alex'd come back and so I was satisfied- but only temporarily.

After about another 25 minutes I wondered if he was going to go to Schuyler first and then here, so again, made a painful protracted call to Sears, who told me there was nothing noted about Alex coming back. The only info was that he'd arrived at 2:56 and I wasn't home. My beef wasn't primarily with the 8-5p "window" even though that's patently unreasonable, it's that this is THEIR mistake that they're fixing and all I asked for was a 30 minute heads up out of 9 HOURS!!! Then they told me he was coming back and then that he wasn't and they were utterly unconcerned about any inconvenience to me. So if you enjoy horrible customer service, inadequate repairs, inconsiderate runarounds, flat out incompetency by Sears reps and thus banging your head against a corporate brick wall, by all means, schedule a Sears repair!!! No wonder they're sinking like bricks.

Now, it's Sunday May 19. I have spent the past 3 hours either on hold or with customer service reps trying to figure out where my mower is. Nobody can figure this out and nobody will let me speak to a customer service rep. supervisor. After 3 hours I was finally put through to the Sears store in Butte, Montana? Okay, after speaking to 5 different customer service reps who could not help, I am now on hold trying to cancel my order. I have been on hold for 56 minutes and counting trying to cancel my order. This is the worst customer service and endless loop of ill trained people I have every dealt with. From a soon to be former Sears customer.

When I arrived, they told me that would not accept it back since I had purchased it online. I explained that the website offered both options. Then they pointed to the return address on the item that was not a Sears address and said I had purchased it through "The Marketplace" so they could not accept it. I was unhappy about it since the website says nothing about this and I was completely unfamiliar about The Marketplace. So I went home. Once at home, I reviewed all details of the purchase and I realized I had indeed purchased it through the Sears website and absolutely NOT through The Marketplace.

I then contacted Sears via their online Chat feature. After explaining the issue to the customer service rep, he said they would have accepted it at a Sears store if it was "sold by Sears". And could return it to Kmart if it was "sold by Kmart". I copied my receipt to him that said "Sold by Sears" on the actual receipt and online account. After looking at it he said that it would not be accepted by the store if it didn't have a Sears return address on it. I asked him to point out this explanation online so I could see if I missed it. He said it was not stipulated online but that's what he "thought was the problem".

He finally said they'd send me a free return shipping label within 72 hours. And, he'd offer me 5% off my next purchase at Sears. I thought he was joking and told him I've spent well over that in gas and time trying to return this and that I'd never attempt to purchase anything through Sears or Kmart again. Very frustrated that they continue to change their story to fit their narrative but it's clear Sears is no longer the once proud and high-quality store it once had been. Bye bye Sears, don't let the proverbial door hit you in the rear on your way to closing for good.