Sears

When I called back today, once again they couldn't see my phone number on anything, and gave me an email to send the receipt to (supposedly) for a refund. I am not holding out hope. This transaction has SCAM and FRAUD written all over it! Do yourself a HUGE favor and stay as far away from Sears Home "Services" as you can!!

Our refrigerator began making strange new noises so knowing repair times are delayed due to current supply problems we called Sears Repair service and made an appointment. After waiting over two weeks for a service person to arrive, we basically got a salesman who briefly messed with the refrigerator, then told us we needed a new fan that prevented “ice ups” and he would need to order the part. He then sold us a “warranty program that he said covered all appliance repair for all appliances in our house with NO additional costs. He made it sound simple and good, and that we would get the warranty contract separately. So we opted.

However, He did not disclose: A $75 dollar fee for setting up each future repair appointment; that there is a 90 day wait before your warranty begins (although the monthly fee was immediately charged and each month premium is taken out at the first of the month); that you would be run around on the phone by outsourced, offshore companies staffed with people who don't speak clear English and talk to fast and have no authorization to resolve anything; that there is a $150 cancellation fee on the warranty program.

After the first serviceman got through messing with the refrigerator the ice maker quit working. After another two weeks a different “service technician“ came to install the fan and fix the problem. He installed the fan and said the ice maker was fixed. It was not fixed. After three days we have about 10 ice cubes. So...we started calling the Service and Warranty programs. That is when we began learning of the all the undisclosed information about the Warranty. We counted our losses and changed the associated credit card number through our bank. The Credit card company is going to open a dispute with “Sears Service” for the charges. Save yourself a lot of grief and stress...DO NOT BUY the so called Sears Repair service or Warranty program.

Dec. 2 (10:02 am)--updated time--Tech will arrive between 4:28 and 5:58 pm.

Result: No-show, No-call, No correspondence whatsoever. My wife had to miss a day of work costing her $140 plus she had to miss our Grandson's first basketball game of the year. The very least they could do was call and let us know that they weren't going to make it. The excuse was, it was too late to call. 5:58 pm is not too late. They then changed the excuse to had to order parts. How in the heck can they order parts if they haven't even looked at it. Had to reschedule appointment. If they don't show up this time I will go to small claims court for compensation. "I'm sorry" really doesn't cut it as far as customer service is concerned. I will never buy a Sears appliance again.

Contacted again on the 15th and again on the 18th, where they said they would schedule the install, then kept me on hold for 20 minutes and dropped the call but let me leave a voice mail (!). My husband called and they told him that someone would contact him within 24-48 business hours. On the 23rd it took my husband 20 minutes to cancel the order because the person on the phone kept trying to save the sale. They charged our credit card on the 8th and it will take 10 business days to refund. And that seems to be their business model - using your money.

On Nov 5, I received an email stating that Sears was working on my order. There was nothing about the cancellation. So, I called. The agent said it had NOT been cancelled on Nov 3, but that he would cancel it immediately. That it would take 5-10 business days for the order to be canceled and another 5-10 days before my money would be returned. He said to look for an email CONFIRMING CANCELLATION.

I did not receive an email at all, so on Nov 8, 2021, I called. It was a repeat of my call on Nov 5. The agent said it had NOT been cancelled on Nov 3, but that he would cancel it immediately. That it would take 5-10 business days for the order to be canceled and another 5-10 days before my money would be returned. I asked if the original date of cancellation (Nov 3, 2021) would be held to, and he said no, it would be from Nov 8, 2021. He said to look for an email CONFIRMING CANCELLATION. At this point, I asked for a supervisor and was told there wasn't one I could speak with. I repeatedly asked for a supervisor, I even said I was escalated, and he would not put through to a supervisor.

On Nov 15, 2021, I called again because I have not received an email confirmation of cancellation. It was the same exact interaction except with a female agent. With a really strong accent and it was hard to understand what she was saying. But the conversation went: the agent said it had NOT been cancelled on Nov 3, or Nov 5, or Nov 8, but that she would cancel it immediately. That it would take 5-10 business days for the order to be canceled and another 5-10 days before my money would be returned. I asked if the original date of cancellation (Nov 3, 2021) would be held to, and she said no, it would be from Nov 15, 2021. She said to look for an email CONFIRMING CANCELLATION. At this point, I asked for a supervisor and was told there wasn't one I could speak with. I repeatedly asked for a supervisor, I even said I was escalated, and she would not put through to a supervisor. This one ended the call with me.

On Nov 22, 2021 (today,) I called again because of not receiving an email confirming cancellation of the order. And wouldn't you know, it was the same damn conversation. This agent, her name is Jai, said it had NOT been cancelled on Nov 3, or Nov 5, or Nov 8, or Nov 15, but that she would cancel it immediately today, Nov 22, 2021. That it would take 5-10 business days for the order to be canceled and another 5-10 days before my money would be returned. I asked if the original date of cancellation (Nov 3, 2021) would be held to, and she said no, it would be from Nov 22, 2021. She said to look for an email CONFIRMING CANCELLATION.

At this point, I asked for a supervisor and was told there wasn't one I could speak with. I repeatedly asked for a supervisor, I even said I was escalated, and she would not put through to a supervisor. This agent also told me that she would end the call if I wasn't nicer. We got nowhere and she continued to refuse me a supervisor until finally, she said I could be put on a call-back list and it would take four hours or more for a supervisor to get back to me. That is completely unacceptable. (The case number for this last phone call is #**.)

So, dear Sears Corp, I should be nice that Sears hires incompetent people and I can't get my order cancelled and can't get my money back? Because that's where we're at. I've contacted my bank and will be going through the steps to deny the payment and file a fraud claim. Because what you are doing now is fraud. To be as blunt as possible and still maintain a little decorum, Sears sucks. I will never shop with any Sears Corp business ever. I want this fixed and I want it fixed now.

Finally we have a delivery window called in at 1:00 am. By Costco. No notice from Sears that Costco was now doing our delivery. 15 minutes AFTER delivery window ended we got a message from sears that delivery was delayed on manufacturer's end. Huh? They didn't know that until after we stayed home all afternoon? This is the third time we have to get off work for nothing. This next delivery would have been 4 times. Totally unacceptable. We are canceling this order and buying a used one from a friend. Customer service for delivery guarantees they will not be in business for much longer. Fridge probably wouldn’t have lasted anyway because of built in obsolescence epidemic.