Sears Reviews

Here it is 8/16 and they call at 3:00 to inform me the technician went home early and nobody is available to come today. Earliest available is 8/25!! That's if they show up, which I am highly questioning. We could have used a local repair company and had a working refrigerator by now. We are a family of five and not having an operating refrigerator on the main living level is very frustrating. I am appalled with their lack of customer service and will never again give Sears my business. Just shameful.

Our salesman, Earl in beds, was so glib about the warranties, until it was time to honor neither of them. So, we are now wasting our time arguing with Sears (Earl) and being treated like dust under the bed with no recourse and a defective mattress. BTW, Earl says they don't warranty mattresses "not on Sears box springs and frames", yet Earl recommended we "put the mattress on the floor for more support"... Anything but take back an obviously defective mattress that is slouching towards the floor on both sides...

About an hour after he left the cooktop light came on by itself. None of the burners were on. I called him and told him what happened and he told me to flick the breaker again and it should go out. I did and it did not go out. I asked him to come back because it evidently has a short in it and I do not feel that it is safe. He would not come back. I called Sears and explained the problem. The agent said he would email the technician and call me later to follow-up. Neither called me back. I called Sears again, explained my problem and even talked to a supposedly supervisor and was told no one could come out until the next week and I would be charged another service fee. I have been a Sears customer for over 50 years and they always had good products and customer service. Now I see why they are in trouble and going out of business.

I have a service contract on a Kenmore Ultra Wash dishwasher which failed two weeks ago and the earliest repair appointment I could get was two weeks out, between 1-5 pm. I made the necessary and inconvenient arrangements to be here for the entire afternoon. A voice-mail the morning before service indicated my appointment had been cancelled & needed to be rescheduled; after various waits and frustrations with the Manila call center, I was informed that “due to a Sears scheduling error, no technician was available for my appointment and the next available appointment was Sept 11” — nearly a month away! Talking to “Escalation” didn’t help—simply the same message delivered a second time. Gee, everyone was sorry about a month a half’s delay but…

It seems to me one of the primary rules of good customer service should be: Don’t make the customer suffer for the company’s error. Given the inordinate length of time for service, I at least should have been offered the option to go to a third party repair subject to a deductible or a cap. With this kind of “service,” it’s no wonder Sears’ business is off by more than 40%.

But now I hear they want you to prove ownership after 10 years with a receipt. I've had receipts in my wallet for only a year and pulled it out and ink was completely gone and now had a blank piece of paper so I doubt one would last 10 years unless you laminate it but who does that in a day and age of computer tech. So I see Sears eventually shutting down completely and they know it, so this is why they are conducting terrible customer service and horrible warranty policies. So to anybody looking to buy any appliance whatsoever keep in mind the warranty will mean nothing if the place you buy it from is no longer in business,which Sears will most likely be within the next 5 years.

When the repair technician was here on June 21, he said it would be covered. The warranty contract is $49.99 a month, so it is not worth the expense. I called today to cancel the warranty, and I was on hold for at least 15 to 20 minutes. Before I talked to the home warranty people, I called to schedule an appointment for the technician to come back to repair the dishwasher. I could not understand the person that set up the appointment. Why does Sears use foreigners that you cannot understand? I can understand why Sears is having financial problems. They do not treat their customers with honesty and respect.

I have nothing against using the Philippines for somethings, but when you are trying to hunt down your washing machine, it would be nice to have a number to call so that something as simple as this could be cleared. The Philippines kept saying that the delivery people called my cell and my home (a correct number) and that never happened, I was glued to my phone during the delivery time. Now, I have to wait for Monday, when I will be at work and asked them to deliver it at 4 pm when I'll be home, but I really wanted this done before school started and I wouldn't have to worry if this thing will work properly. I'm beginning to think I should have gotten this at another store even though I would have had to pay more.

The first item my husband repaired himself after learning that we needed to print off our original order get photo proof of payment take a photograph of the defective item, then mail those items in to wait for an evaluation to determine if the item would be repaired or replaced. The second item been a washing machine that after the first load lock the door and would not open. The repair man Sears sent that we waited two weeks to get out informed us that series was completely defective and it should be returned. That was 11 days ago and I am still waiting for a refund. To make matters even worse the employees at the store didn't even seem to properly understand how to do a refund. Lack of training of employees, dimmed lighting and a 'go to hell attitude' from the very top will sink Sears. But that seems to be what they have wanted all along.

However when Sears came out on July 20, 2017, they sent a repairman out without the parts being ordered for the compressor. He ordered the parts at my home and they arrived within a week, but I still had to wait until August 3, 2017 for the repairmen to return to install them. He installed them on August 3, 2017 and said the refrigerator should be cool within 8-24 hours, guess what today is August 7, 2017 and we still do not have a working refrigerator, freezer or ice maker, it remains completely broken. I called to inform Sears of this issue on Friday and they said, “Oh you just need to adjust the cooling settings.” On Friday evening August 4, 2017 the refrigerator still was not functioning. I called on Saturday to inform them that making the suggested cooling adjustments failed also and they informed me that they still cannot get a technician out until August 17, 2017.

I ask for a request to have a third party come out again and the request was granted and I was informed that if the repairs are over $300, that Sears will not reimburse me for the expenses unless I contact them for approval. I am beyond upset with Sears and I will NEVER buy another major appliance or their extended warranty ever again. This store is not the reputable place to go to purchase major appliances like it was many years ago. Very unsatisfied customer with still no working refrigerator.

Yesterday, (10 days before the oven is a year old!) The microwave caught on fire; again, the center plastic part, MELTED along with the carousel ring underneath the glass tray; the glass tray made a popping sound and CRACKED! I immediately disconnected it from the outlet, closed the door and that put the flames out. The problem is underneath and inside the center hole that holds the revolving plastic part; I called Sears service, explained the situation and without any concern at all, they said they would send a tech 12 DAYS later!! and here we are, without a microwave for 12 days. They should have a recall of these units and we should get a new unit, preferably another model, because we would be afraid to use this model anymore!

Updated on 08/18/2017: After 14 days waiting for the Sears tech to arrive, he examined the damage, sent pics to sears service, and the person on the other side decides (arbitrarily!) that WE, the customers were responsible because we must have used it without anything in it, and... They were not responsible. I let the tech know we did not want this unit repaired because this was the THIRD time we called about this microwave overheating and we feel it's a defective unit and therefore UNSAFE! The second time was when the centerpiece that revolves the glass plate melted, and they sent me a new piece. This time it did it again but caught on fire and melted the carousel, the revolving ring and, the glass plate cracked!

Sears is very irresponsible and unreliable, leaves us hanging, refusing to replace this defective unit, steals our purchase money and also steals the money we paid them for the 3 year extended warranty. After more than 50 years doing business with them, I will make sure we do not spend a dime at their stores again, destroy our Sears card, and will blackball them with anybody we can.

I was so overjoyed when you reached out to me, making me think that Sears really does Care. Sadly, that is not the case, as I researched google and the BBB for Sears customer complaints. I will also be filing complaints as well and will never purchase anything from your company. Keep reaching out to your business associates hear!!

Then to try to compensate they will deliver and install at no charge, it didn't happen. I finally had to go pick it up to finally get it. My wife had to schedule off work twice a week in advance only to find out the delivery was cancelled. And when I called the store (319) 235-6311, nobody will answer just the automated system. Yes I had a lot of patience. The online department and store department are like 2 different companies, if you order online and they have the product at the store they won't give it to you because it has to come from the online warehouse, makes no sense.

I called the outlet back and she told me it was in the shipping process. So I called Sears and got an order number that was a digit too long and they had the order but no info. The Sears Outlet site states it may 2 to 3 weeks and it would be shipped to the nearest Sears store. I waited almost 2 weeks and called Sears again. They told me the order number I had was off by 1 digit but had no info on the package. They said I would get an email status report in 3 to 5 days. Are you kidding me? Tomorrow is 5 business days. I went to my local Sears Home Center store and the guy was extremely rude and gave me a bunch of BS! I have tried to track the package on-line but it keeps coming back with no such order. It is nice to complain to help others figure out if they want to use Sears but I need a solution!

The owner called in the service dept and told them what the Tech. was trying to do and they said "oh we'll rescheduled for later that day." By 630 that evening after waiting for 2 1/2 hrs for them to show, the owner needing to go check on an elderly parent, I recalled and the service dept. They said the Tech. went to the wrong house so will have to set up for another day and kept trying to set the date for the day I had already told them could not be there, after finally tired of arguing with the Service on the phone I asked to speak to a Manager. He said He could connect me only to a supervisor. The same deal he kept trying to set up for the day I kept telling them I WAS WORKING A 12 HR SHIFT, COULD NOT BE THERE. I told the supervisor I should not have to wait another week when it WAS the TECH. fault for showing up when he was not suppose to be there, was not suppose to be there until AFTER 4pm.

He said "well I have a Thursday" (day I cannot be there) not UNDERSTAND when someone said they are working and could not be there, I finally was tired of dealing with these Robot like people and let them set it up for another week out. We have had to pay someone several times to mow our yard by the time they will be coming to fix the mower, now 15 days waiting. The Service dept. on the phone is like talking to Robots they do not listen at ALL. I will NEVER buy anything from Sears again. This is the worst Customer Service Dept I have ever dealt with and products. I bought a fridge with ice maker in door from Sears prior to mower, the ice maker stopped working 6 months after.

Well we received the last package, and used the Home Services chat again to reschedule the appointment like we were told we could, but instead we were told that the earliest date a technician could come was August 16th, and that there was nothing else they could do. After being told multiple times that the appointment to fix our fridge could be moved to an earlier date as soon as we have all the parts in our possession, we were told that we had to wait another 2 weeks before a technician could come repair it, meaning that we would have to spend an entire month without a functioning fridge. The fact that we were lied to, and are forced to be without a fridge for a whole month in the middle of the summer is simply unacceptable.

Three issues: 1. Sears utilized a 'hijacking' approach to get us to call them by piggybacking their phone number on qualified service providers. 2. Their phone personnel were extremely poor communicators, did not understand spoken English and took down the wrong email address; and 3. Although Sears had a correct phone number they did not call until 10:00 am today to reschedule and were very disrespectful and of no assistance. A sad ending to what was once an excellent company plus a lesson for me not to utilize Sears in any of their business operations in the future.

Technician said he will order parts for the door which may take 1 week to 2 week to arrive so until then I cannot use my washer. So I called Sears protection plan and ask for reimbursed for clothes I lost for my daughter and also to cover my bills of washing outside till my washer get fixed. They denied that and offer me $50 for all this. They said that's what they can do and as it's Samsung machine they can't do anything, despite my protection plan from sear. I am really pissed off with all this. Please suggest me the way to deal with them. I am very desperate to go live with my story as well. If I don't have protection plan, I would have call local technician to fix it the very next day. Then I don't have to deal with this loss. This is very stressful situation for me and I don't know where to go and what to do?

This has happened before. It is very frustrating. In the call last night, I explained the reason for my call 5 times and then the person asked me the question for which I was seeking an answer, I said "this is why I'm calling you". After requesting a supervisor he left me on hold for the longest and then hang up on me, I've called today and a similar situation happen I almost can deal with the bad accent but not with the rudeness, stubbornness, and lack of understanding not to mention lack of knowledge about their own jobs and subtle bullyness. So please be careful when you order online from Sears you might as well say "Sears has NO customer service anymore "... Perhaps this is the deal, but we will see when I get the statement, I can be pretty indifferent too!!!

I checked my email and had this message: "Thank you for placing an order with us. We would require information to check whether the item is compatible with your Item before proceeding the shipment. Please help us with following details of your Item below : Model number for the item - # 9742945. Once we receive the following information, we will able to let you know whether the listed item is compatible with your item and we can process the shipment or not. So that there won't be a hassle for the return of the item in future. We appreciate your understanding on this matter. Hope to hear soon with the information. Regards, Frank".

This is a WEEK after we placed the order. So many questions. Who is Frank? What department does he work for? Why does he care what I'm ordering? What if I just wanted to put said nut on display somewhere? What if I am an avid nut collector? Why was this email not sent immediately after my order? Why have I now been told twice my order has been both been shipped and delivered if Frank is still holding on to it? I was obviously frustrated, so I called "customer service" yet again. I was told repeatedly that my item was on my doorstep. I assured her it was not. Finally I asked to speak to a manager, the manager told me it was a third party supplier who sent my item and requested to read me the email from Frank.

I told her I was well aware of what the email said and asked simply when my item would actually be delivered. She told me that I was "angry" and she would need to disconnect the call. Fine. Another week goes by, no dishwasher piece. I found it in Amazon for half the price and had it shipped overnight, no problem. I called Sears one last time hoping that I could just cancel the order and get a refund. 13 transfers later I get a woman who gave me the number to this mystery third party supplier aka Frank. I called the number and it was a cell phone that surprisingly wasn't accepting calls. Thanks, Frank. So I gave up. It's $9 and Sears attempt at customer service just isn't worth the headache. However, I will absolutely never do business with them again.

The technician - who had been very rude, but was nicer once he realized how angry I was assured me I would have the first appointment. The appointment time was from 7 to 11 today. It is now 3 o'clock, and no one has come. When we called to complain several times we were informed by someone in India or Pakistan that the service man had come by, and that no one was home. False, and I have two "dogs that didn't bark" -- Hound of Baskerville style -- to prove it. I was pretty much sitting by the door all morning. I even saw a service truck drive by, but no one ever knocked on my door.

When we called the 800-number to complain, some guy told us there was nothing he could do. We demanded to talk to a supervisor, and were put on hold for about a half hour. He told us the guy would come back, but could not tell us when. I demanded to know, claiming that I had many things to do that day. He finally said the guy was calling right away. But that wasn't true. No one has called either myself or the landlord back, and I bet they won't. Now I have a dishwasher sitting in the middle of my tiny kitchen! Never ever ever ever use Sears - it's an outsourced company, and the right hand has no idea what the left hand is doing. My guess is the guys who work there aren't bad, but they are stressed, intimidated, and alienated. The guys on the phone were like robots. "Sorry nothing we can do." I have never dealt with a worse company. I will NEVER buy anything from Sears again.

Sears gave me a 90 extended warranty for a recall appt. so I asked can I purchase an extra year. Sears did sell it to me. So with this I figured I was double protected with warranty. Well on next appt guy knocks on door and says there is no warranty on window ac. I had extended warranty on my cell phone where Sears had emailed to me. He didn't even give me a chance to show him on phone. He said he needed to see it on his end. Well we reset appt AGAIN and guy came out and said he couldn't pull ac out of frame. That we needed to have screws removed. SO HE LEFT, I was able to take screws off and I am 78 years old.

We rest appt AGAIN and never showed up but they say they came by and no one home. It has been an excuse after excuse, it seems they don't want to honor warranties. And also customer service is horrible, it seems like they do not have any knowledge on what customer service is. Every time I have called I ask for a supervisor and there is never one available. From now on I will not shop with Sears. I am very sad on how they have handled the almost month long problem with my ac unit.

Not too much later, same problem. Called to schedule appointment and they said first appt is 2 weeks out! That seemed like an excessive amount of time to wait but I did. Then it happened again, 2 weeks again to wait but this time the day of the appt they called to tell me the tech was sick, surprise 2 more weeks!!! Few months later, same problem. 2 weeks, day of appt tech sick, 2 more weeks!!! This last appt was for July 19, my extended warranty expired July 25. They offered me a new date of August 3.

I just called to confirm the Aug 3 appt and guess what? I am not on the schedule! Now it is August 8 and he informs me since my plan expired, there will be a service call fee of $100 plus any parts. WHAT?!?!?!? I called and talked to a rep, and supervisor. "So sorry madam that is the way it is!" Sears is a SCAM and I hope they go out of business soon!!!

I decide to open these boxes after a month of no solution. These computers look like crap. I don't know what I got myself into. I was promised multiple times by Sears representatives they would step in if this third party guy didn't offer a solution. After about 100 attempts, Chang sent a prepaid label that is about $23 to pay for the return, I went to post office with 2 heavy boxes and was told this doesn't even cover a 1/4 of the shipping costs. Now, neither one wants to answer and it has fallen on the consumer (me). I am left with a $420 bill and 2 desktops sitting in the living room hoping to get a response. I don't know how Sears is still in business; this is terrible service.

I talked to 2 representatives and was told the same thing. How can this be? They said it was ALL in the warranty packet I received. I informed them that I didn't receive a warranty package until well after the work was done. Furthermore, I was deceived by what I was told by a representative. I also don't understand why anyone would be charged a copay for any sort of insurance only to be made to repay the full amount upon cancellation of the service. The work was done under the month of service I was covered! Why would I pay a copay and then pay the full amount for repairs at a later date? No one could give me a satisfactory answer. They just kept repeating that I received the warranty information. YES! I said I did but it was well AFTER the repairs were made. This is a scam of the highest order. Shame on Sears! No wonder they're in trouble.

Three weeks later the technician returns and 3 days later the fridge is still not working! I called this problem in again and the soonest they can come back is August 11th; three weeks later! I have called SEARS 7 times back to back and the associates keep placing me on hold, they say they are reviewing my account and then hang up the phone on me, they are extremely rude, and to make it worse, it is difficult to understand them through broken English! Do not waste your time nor your money--go to Wal-Mart, I guarantee you will get better service! I will use my home service warranty to get this fridge repaired!

Magically, all the repairs seem to stay under that amount sometimes by just a few dollars. Can this continue on for the entire year of the contract? Doesn't it seem that after nine (now going on to the tenth) repairs that they should consider it unfixable and give us the money for the new one? Also they are making us wait weeks sometimes for the repair. We are a family of four. I need a working refrigerator and have paid for a contract to ensure we have one. We have had to dispose of the contents of our fridge and freezer nine times and buy all new food. This is really abusive.

During this first 10 days, I spent many hours on hold, and on the phone with "customer service" staff who: a) did not understand what had occurred, b) did not have any clue as to the proper procedure or policy to follow, since I got at least three different set of directions, or c) either were not intelligent enough to find an answer or just didn't care enough to try. Finally, I was told to order another one, and Sears would contact UPS to come back to my house to pick up the broken one. This meant that we had to drain the fluids, disassemble the edger and pack it back in the original carton. We did all this. We were told by three different "customer service" staff that Sears would initiate the return, then send us an email notifying us of the date and time to expect UPS. To this day, almost one month later, we still have not gotten any email, saying that UPS would be by to pick up the broken edger.

In the past month, I have called many times, asking why the pick up had not been scheduled. Each time, I was told it would happen immediately, and one especially bubbly fellow in Indonesia was so happy to tell me he would put some points on my Shop My Way account for all the inconvenience. To complicate the matter to the extreme, in the many days of waiting for Sears to get the pickup arranged with UPS, the broken edger was STOLEN OUT OF OUR GARAGE! We had repackaged it and taped the box up, ready for shipment, so it looked like a brand new edger. Even though we filed a police report, Sears says they cannot issue any credit because the item wasn't returned. No kidding, Sears. It wasn't returned because YOU NEVER ARRANGED THE PICKUP!

I called numerous times, asking if I could arrange the pick up and was told that it had to come from Sears. Any logical, thinking person would agree that, had SEARS done their part, the edger would have been long gone and I WOULD HAVE MY CREDIT PUT BACK ON MY CREDIT CARD! SEARS' indifference and stupidity has cost us an extra $300, which we can ill afford to waste. I will be letting everyone know, on all forms of social media, how incompetent and uncaring Sears "customer service" staff is, and that the company clearly does not care about its customers once the money is in their greedy hands.

Today my unit went down again, I called Sears Home Warranty again, they said they would call T&S Comfort Specialist for me since it was an emergency. Again no word from T&S Comfort. I told the Sears representative this was the same place they gave me before that never responded. That didn't matter, they were going to call them anyway. So now I am on hold with Sears Home Warranty waiting for service while my house has no air conditioning. Not pleased with this so called warranty service at all. I would say this is a total rip off. I would give this program a ZERO if had the option.

When I called the Sears line, they told me "someone had called and told them the freezer was fine and didn't need repaired". Without going into an essay length comment here, just know I never called and canceled the appointment and they couldn't/wouldn't tell me any other detail on the cancellation (i.e., did they not document a name, a phone number, the time of the cancellation call?). They expressed they'd be happy to reschedule... So, what, I get to take another day off work to wait for them not to show up? I don't think so... Told them I'd find another repair service. Now I can see why they are going under. Such a shame... Used to be such a reputable company. I wish I could've left all the stars blank; I gave them one because it was required.

We called to get the pump put in to get the pump installed and were told the earliest install was 7/19 (this is now 2 weeks after the dishwasher broke). Again the 1-5pm window to wait and no one showed up. The Sears folks we called didn't seem to know where there repair person was, then tried to claim, at 7pm, that we had cancelled the appt ourselves, that we hadn't answered the door when they showed up. We have 2 dogs that go nuts when someone rings the doorbell, so if anyone had shown up, we would have known. They then tried to reschedule the repair for 7/26, a full three weeks after the break. No thanks, there are other repairmen in town. They are REALLY slow, incompetent and the customer service is useless. DO NOT USE.

Service man came and did not have access to the part and it had to be ordered. Gave me an appointment for today for installation of the part. Called this morning to verify and was told I indeed did have an appointment but there were no service techs available so no appointment... WHAT?? Was rescheduled for 8/1 which was their next appointment time. Have tried everything to get this rectified. The call center in located in the Philippines and are USELESS. There is no number to call and complain to. Call corporate number and they hang up on you. This is unacceptable and a breach of contract for me to have a working fridge in a timely manner. A month is not acceptable. I have the original receipt printed last week showing my appointment for today.

I then called Sears directly and talked to a woman named Cloie who informed me I would have to go through the other company. I explained to her my situation and she said there was nothing she could do. I then told to have the entire set picked up as defective and she said she would. I then expressed my disbelief that they would actually prefer to pick up the entire set as opposed to sending out a new piece of glass. Go figure! No wonder Sears is in such financial ruins. What a shame, I grew up shopping there.

Prior to ending our conversation, I requested clarification as to what I had covered on my warranty. Following the confirmation, I scheduled an appointment for today, a window from 8a.m.-1p.m. In the past, I often relied on a courtesy phone call from Sears technicians to confirm their appointments. Today, I became concern due to no confirmation call, consequently, I made the call. I was told that the technician was behind schedule. I expressed my understanding, however, I expressed that courtesy works both ways, followed by a request for the technician to inform me if he was further delayed after the new expected time, which was between 2-4 pm.

The technician contacted me at 2:37 pm and the serv., expressing that he was in route and, I should expect him in an hour. A couple of misunderstandings arose: he exclaimed that this call was a collection call, meaning I was expected to pay ice he was providing was regarding my furnace. I made another call to speak with a representative in the scheduling department, during the time of the technician route... He also placed a call to confirm the work request. Called at 2:39 pm, confirming the work, and was even given a request for a survey of the call. Robert, the technician, then called me back, still on route, stating that the request was pertaining to the furnace.

At this point, I placed a three-way call, hoping to reach a consensus. Not only did I not receive an understanding, I was also given a personal opinion from Robert, who felt he was entitled to disclose an interpersonal conversation with me. His temperament was high minded and unprofessional. I replied that he did not have the authorization to speak to me in that tone, nor was he welcomed to proceed to my home. His response was, in a BLASPHEMING "Thank God", tone: UNACCEPTABLE... UNPROFESSIONAL... INEXCUSABLE!

MY issue was finally resolved after placing another call with the HVAC department. I received the most professional representative, Ms. **, who stayed with me throughout the entire duration of the process, where we needed to start from the beginning of the items which, included changing my warranty from the protection department, thank you Ms. ** for your complete cooperation, and professionalism until the rescheduling process. Ms. ** you provided the best service any one can receive. I thank you for your patience, and understanding, I pray that you, Ms. ** included receive acknowledgment for your kindhearted customer service. May I request Mr. ** receive acknowledgment for his behavior as well. Thank You.

Following this date, after being assured that the mix up was resolved from Representative Liz in the Home Protection Plan, after establishing a new appointment for the update coverage on my central air unit, the technician arrived with the same request form, pertaining to the furnace. In other words NOTHING is Currently Resolved... As a matter of fact I am consistently being disconnected while being told that I never had prior coverage.

The contractor showed up - the door was not the one I ordered - the Sears PM had taken it upon himself to order another door he felt would be better for me. Nobody had told him he was installing the door into an old (105 yrs) home with 2ft thick rock walls that the door frame had been sunk into. He walked around, took pics, and left. No work done that day, but we agreed to another date which would work for both of us. Two weeks later he comes by ready to do the install. UMMM - NOT on the date we had agreed to. I just happened to be home picking up something before returning to work. He left again.

I called Sears AND his office to find out how an agreed upon date (and the office had called to confirm the date) had been misinterpreted. No good answer - actually they didn't even pretend to care. I then was patched through to the scheduler for Sears (amazing lady but I don't know if I can mention her name and before the day was over she had already been verbally attacked by the office manager and PM for trying to help me - you know - doing her job???). Ultimately we did arrive at another date - now almost 4 months from order date. The crew showed up 15 minutes ago. They were supposed to be here at 9 am - they showed up at noon. I see no materials for the actual door, the trim does not appear to match what I had ordered nor do I see ANY materials to address the unique issues surrounding my door framing requirements.

While the actual contractors doing the work may yet turn out to not be of the same caliber as the bumbling lying incompetent negligent buffoons that are currently passing themselves off as professionals and as qualified representatives of Sears Home Projects, my level of concern that someone else is going to get sucked into this same cycle of lies, falsification of orders and complete incompetence. To those who are checking reviews about Sears BEWARE. The company does not have a quality program, they do not use qualified personnel as sales representatives, they do not use qualified contractors as their project managers, and only if you are extremely lucky will you end up having a contractor eventually do the actual installation at a level of quality above that of a kindergartener. The sales reps are smooth but clearly out of their depth.

The Project Managers will go to great pains to tell you that they "used to be in the field" themselves so they know what it takes. I AM in the business, I AM in the field and the borderline criminals worming their way into your good graces by means of slick talk and the bravado of the "guy who knows best" are just that - borderline criminals. Quite frankly, you should ask yourselves why a guy working in the field setting his own hours and doing quite well financially would take a crummy inside office job for a company which has developed a reputation as shady as Sears is starting to get (and yes - I am well aware I should have done my own homework better and selected the crackhead down the street over this scum).

We are 4 months in, the old front door is in the process of being removed during mid-July versus late April/early May, I am missing my 6th non-consecutive day of work (my vacation time!) to be home during the install, and I cannot get anyone in the Sears office to answer a call, call me back, discuss the process or even acknowledge that maybe they dropped the ball a bit and they need to make this right.

SEARS HOME SERVICES. May 15, 2017: Contract signed and down payment made for SEARS to install new flooring in the kitchen and a bathroom. May 17, 2017: Installation was scheduled. May 26, 2017: The Installation Team arrived but could not do the installation. SEARS tried to force me to install new flooring on top of the old flooring and was only to be installed to the front face of the appliances. When threatened to cancel the project SEARS finally agreed to remove the old flooring and install the flooring to the walls under each appliance. I told him I had recently broken my back and that moving these appliances by myself would not be good. The Consultant was told about my back problem and had said there would be no problem. The install was rescheduled to 5/31/2017 (1st reschedule).

May 31, 2017: SEARS mixed up the Bathroom and Kitchen measurements when the flooring was cut. SEARS suggested using the kitchen flooring in the bathroom and the bathroom flooring in the kitchen. The bathroom was finished but the caulking around the base boards was not acceptable. The kitchen flooring install was rescheduled for 6/7/2017 (2nd reschedule). Meanwhile we were left to walk on bare plywood under-flooring in the kitchen with no dishwasher and no sink and with the fridge left in the dining room. June 7, 2017: SEARS cannot deliver the flooring for another week. I had heard that SEARS Middle Management was huge. The kitchen flooring install was rescheduled for 6/19/2017 (3rd reschedule). When I complained about being left without a workable kitchen for almost a month I got no response.

June 19, 2017: The Install Team went to the wrong job. The kitchen flooring install was rescheduled for 6/21/2017 (4th reschedule). Here is a first, SEARS finally apologized but did not admit any culpability. SEARS blamed the Install Team. June 21, 2017: Installation finished. Calking still was not finished very well. There are cracks where the calking did not seal the floor in the bathroom. June 23, 2017: SEARS offered a $400 discount. June 27, 2017: I had to call to ask what I needed to do to pay the final balance. I authorized payment on what I was told was the final balance. After I hung up I realized SEARS had made a billing error and was under-billing me by $523.29. I called SEARS and explained their error and proceeded to bill me the additional $523.29.

July 13, 2017: After 20 days, SEARS finally posted the final billing to my credit card. The 1st scheduled install date was May 26th and the 5th scheduled and final install date was June 23rd for a total of five weeks and five scheduled dates. On June 23rd I authorized the final payment. SEARS posted the final bill payment July 13th, 20 days after being authorized to do so. What was to be a simple 1 day installation has taken two months to complete.

Here is my story... When we went to a Sears located at Avenues Mall at Jacksonville, FL, we bought a dryer specifically demanding a turbo steam cycle added. It was a totally different dryer and I thought, no big deal, just return this dryer and get the correct one. I WAS WRONG. When I bought it, it was on sale for the time due to Veteran's Day. I bought it demanding a turbo steam cycle. When I called saying that I got a completely different cycle, I was bombarded with the agent saying that the turbo steam cost an extra $400 both due to the fact that they had taken the wrong item and that the sale was cheaper so I had to pay for the regular price difference. So what they basically did was first order the wrong item, then say that I had to pay more for their mistakes! Absolute BS! So I have to pay for your inability to take a simple order and pay for the difference for the sale and regular price?

Anyway, I went through a month of what I could describe was of absolute hell. Every time I called, I heard the same thing, you have to pay the money. Did I forget to mention that the agents were rude and did not give a crap of what you said. I then found another agent saying that in order to do a price change, I need authorization from the store manager that I bought it from. I drove probably more than 20 times to the store and they said they could take care of it. I went to 2 managers, Latrice and Nadine and they said that they will take care of it. I was permitted inside their office and the managers called an agent and permitted the price change. I was happy that day that hell was over only to find out that nothing had been sent and when I had called I heard the same pay $400 BS.

I went to the store absolutely pissed. Not at the store but the ** customer service. The managers called again saying "what's going on" when a totally different agent said that a price change wasn't permitted. The employees tried their best to reason and talk but one got angry and slammed the phone saying he couldn't take it anymore. The manager said quote on quote "It is like talking to a brick wall." So may I say, even your goddamn employees are tired of your customer service. I have no problems with your employees and store as they tried their best to help me and I can respect that. I had a problem with your customer service.

After another 2 weeks of battling, I got tired and bought another dryer from Best Buy. It was slightly more expensive but customer service was great and I had no problems with anything at all. I would rather pay more to a company with good customer service than to pay less to a company with bad customer service. I said I wanted a pickup for my Sears dryer and be given a full refund. The pickup guy was no problem and they came on time. I was told that it is gonna take three to five business days to be issued a refund to my account. Six days later, no refund. Then they said 5-7 business days.

On the 8th day no refund. I just bought a flight for Vacation that cost around 2,000 dollars. I thought the money would be at least transferred while I was on my flight. NOPE! I needed that money to do fun activities with my family because It is a vacation for crying out loud. I have less than $200 in my account and the amount is still not transferred. I thought the money was gonna come but no, it didn't. I right now have hardly any money to do fun things at a vacation and I need that last $200 to pay for hotel fees and airport fees for flight back. So, you ruined my vacation.

Probably, my account will go overdraft and I'll have to pay a fee because of you. I don't get paid until my first day off vacation on Monday. I also needed that refund money for TV and internet for my house so I will probably return to my house with no TV and internet... And I have a teenage son and you know what teenagers are like when they have no internet. I want my goddamn money! I want it! The only reason I'm not taking you to court is because an attorney costs even more. So thank you for an absolute ** shopping experience Sears. I am never shopping here again. Just give me my ** money.

I placed an order for all the appliances and at the middle of the construction after the delivery on June 9th we found out they have shipped a Wall oven that was not the right size, I went to the store in the middle of June and I was told by to call the 1800 and I call the same day and I couldn't communicate with the person because of the language barrier. He hung up on. A week later on July 7th I called and spoke to someone and he was able to offer me credit for the return. I had placed second order for a microwave, so the representative or (ROBOT) he said "we will give you credit for these items and it will take 7 business days for your credit." I was fine and happy. They were ready to process my credit but, I thought about it and realized they have not give me a pick date or reference number for anything.

So, on Monday July 10th I decided to call back to get that info and when I called back it took about 4 or 5 hours on the phone to see what happened. Well, this person has deleted my records and now they claim these items are not able to return because is over 30 days. I have invested over $5000 and bought insurance on top to protect these items. Well sure, enough now I have no way to return the 24" wall oven that cost about $1200 plus insurance. We need a 30" oven. I do believe I done the correct thing to go in person in the middle of June. They gave the number to call and I finally spoke to someone within the time frame they required. Now they can not comply with that because, they have no records of me calling or going in person.

I don't understand how is that when I spoke to them on July 7th at 11am for 22 minutes, he was able to give me credit for the microwave but not the wall oven. According to them I never call on time and they don't have records of my call. Sears is going down the drain and I hope they closed their doors soon, so all these people they employ on the other side of the world will lose their jobs. I just don't see how a well structured company has lost grip and all confused as to how simple is to create a return that will take 2 minutes if the salesperson would done when I visited the store to inform them it was the wrong size. BAD BAD BAD OPERATIONS! They need to stop ripping off hard working of their money. With the help of these logistics or customers solutions companies they nothing robbing customers. THIS NEEDS TO STOP!

When I told the second person that I received a phone call at 5:55 A.M. from Sears, he told me that he did not know who called me at that hour, but that they were the people who would actually be delivering the refrigerator, and that they would be there between 8:30 and 9:00 A.M., and that was FIRM. I took a shower right after that. When I was still in the shower at 7:45 A.M., they called me and told me that they were already there and were in my driveway! I told them that I was soaking wet, it was 7:45 A.M., and why were they so early when they said that the earliest they would be there was 8:30? I had to dry off and get dressed. They stayed there until 8:30 and then called me again.

In all, Sears called me 5 times! This is such overkill. It was ridiculous. After the refrigerator was installed, the guy had the gall to ask me to please give them a good rating, and was looking for a tip. Are they kidding? They woke me out of bed at 5:55 A.M. to tell me they were delivering a refrigerator! Then they called me again 20 minutes later! They arrive 45 minutes ahead of time and expected me to welcome them with open arms. The right hand does not know what the left hand is doing. If they don't straighten out their delivery service, I will never purchase another appliance from Sears.

My response was, "That's kinda of pricey." Then Sedwick said that it was going to cost $220.00 to fix the Ice Maker. My response was that, "This is a $2500.00 refrigerator/freezer and let's get it repaired 1st before you talk about a Service Agreement." Once the Ice Maker was repaired then Sedwick gave me the price for a 1 year $111.00 or a 2 year $199.99 Service Agreement. I declined this Service Agreement. Then his mood, really changed for the worse. He basically walked out of the house after I paid for the service. He didn't even thank me for using Sears Repair Service A&E Factory Service 1-800-905-9605. I will never use Sears to repair my Kenmore Elite Dishwasher. I'll be looking for a local appliance service company.

After more than 2 months of not having her own bed, she was so upset she told them to just take it all back. Talked to store manager about her refund, was told it would be taken care of. The 1,228$$ was taken out of her account. She contacts her bank. They put a temporary credit in. Now yesterday, July 12 she received a letter from the bank saying Sears has no proof of a return and they withdrew the funds again. REALLY Sears!!! Swindle a grieving widow, you are lower than low. Now I have to try to get her refund. I'm thinking will be us losing battle.

I drove to the store and bought a rubber mat. The store assured me would come back that night between 7 pm and 9 pm. He never showed. Never called. I tried to reach the store but they never answered the phone. The next day I received a call that they would deliver Monday night. When they arrived (an hour past their delivery window) the guy said he couldn't deliver because he couldn't get the box in the door. I told him to take it out of the box. He said no, it wouldn't work. I told him the last delivery guy never mentioned that he couldn't get the box in the door, only that I needed a rubber mat. He responded that the guy was just making excuses.

So, I call customer service today and after working through the communication barrier I asked to have the order cancelled. No problem, they say... it will be 7-10 days for a refund! LOL. I've waited 3 weeks for a delivery that I paid extra for, I spent endless hours waiting on their delivery people, I spent hours on the phone with "customer service", I went to the store and bought a rubber mat and STILL I don't have the item. BUT...they have my money and I have to wait ANOTHER 7-10 days for the refund. I will post this account of my experience on every social media platform I can find. Ridiculous that a store operates like this.

The only response we got was get another opinion, and "We will look at it again."

No wonder Sears is going down the toilet. Complete lack of customer service. This fridge is the first one we bought where it wasn't a Kenmore, as I heard that Sears is trying to dump the Kenmore brand. We have always had Kenmore appliances for the last 40 years. Well, their loss, they won't get our business for the washer and dryer that we were planning to buy, plus the water softener and a new water heater. Apparently the word on the street is true, that Sears executives are purposely trying to drive the company into the ground, selling off any remaining "good" assets and skip away with their booty before all the store are shuttered up for good. FYI: Good thing I know how to use the internet... Or will Sears beat me up like CNN did to the person who created that GIF for Trump.

Sears service continues to decline every year in all areas, the phone, the stores, and the repair process. The techs are usually good when they make it to the house. But the common practice is to have the techs come see what the problem is, even when you can provide the error codes or be specific about the issue and then order the part and get another appointment. So my expectation is that I could be without a working refrigerator for over a month. At one time Sears was the only place I would look for appliances but now it is the last store I consider.

Now they are saying too much time has passed when we spent 9 months on the phone and with Atlanta, GA customer service. We drove 2 hours 2 times and no one ever showed up with a new table. I would shop Lowe's or Home Depot as Sears and Roebuck will not honor their products and refuse to assist consumers. I've filed a complaint with the Better Business Bureau and the employee Ema ** is refusing since it has been a year. We've spent hours and months dealing with this. Please help consumers like us not to be ripped off and charged $500.00 for worthless goods.

Called customer service immediately and escalated to a manager. Company line is "We can't compensate you at all". No other discussions, no explanation other than a "delay from the shipping center". Told them I had to take a few hours off work to be here, it does not matter to them. I mentioned that I received 3 confirmation emails, including one 12 hours before the scheduled delivery, just to you know, confirm the confirmation.

Utter nonsense. It's no surprise the company is in bankruptcy protection, again. I will never, ever under any circumstances even set foot in that joke of a store again. I look forward to seeing the name flame out and burn like the piece of garbage it has become. When the hedge funds took it over, it all went to crap. Go to Jordan's, they treat you like family.

What's worse is the way the warehouse workers spoke to me. One of them hung up on me in the middle of a question and when I called back....no answer. The last time I called I called the actual store and found out it was there in store, but I never received an email saying is was ready for pick up. So we go to pick up the furniture, the same day I called to confirm it was there and they can't find it. Then we are told we have to wait 15 minutes for someone to come back from lunch to help us. 30 minutes later the manager asked my husband to come in the back and help him find it. My husband was more than happy to help to just finally get out of there, because all the while this manager is yelling at his associates in front of him. The most unprofessional experience of my life. Happy with the furniture now that we have it, but completely unsatisfied by how they treated us and ran their business.

On the 3rd day I called them because the order status still showed "pending". I was told not to worry because sometimes the status doesn't update fast enough and that the part actually did ship out and was expected to be delivered by the end of the day. When it never arrived I called the next day and was told it actually didn't ship out and they are waiting to hear back from the manufacturer on the expected ship date. So the first guy I talked to straight up lied to me. I then asked for a refund and was told refunds are handled by their "offline service" team and I need to wait 3 business days to hear back from them.

I haven't heard anything, I've called them at least 7 times now and I get told the same story every time I call. Their support reps don't speak good English, and they ask for my email and phone number every single time I call because "they don't have it on their records". How many times do I have to repeat it? I talked to a supervisor and she was rude and no help, she also asked for my email address and phone number. I've now filed a dispute with my credit card company about the charge and they are contacting Sears, I really hope I can get my money back someday.

To not honor lifetime warranty, now I'll have to worry about all my hand tools and warranty now? Bought 5-6 riding mowers, every automotive tool, air compressors, air tools, saws and to be screwed around over a $100 dollar pole saw and have to go to BBB and still not honor warranty? Disgusting!!! And receipts that fade away to nothing on top of it. Is this done on purpose to avoid honoring warranty?

I've sent an email to Sears Holdings, and the response was that they've forwarded it to the scheduling department - again, no call or way to contact them; again, no follow-up by the Sears Team. I've spent so many hours on this issue, I could have paid for a new television and just thrown this one out. Sears you've fallen mightily. Any idea on other ideas for reaching higher at Sears?

When I finally got in touch with a supervisor, I was told that my case didn't "meet requirements" for a replacement. When I asked what the requirements are for replacement, I was told that it had to be serviced by a technician 8 times before it can be replaced!!! They would prefer for your appliance to BREAK 8 TIMES IN THE FIRST YEAR BEFORE ADMITTING DEFECTIVE WORK AND REPLACING IT!!! How on earth can a brand new product break down 8 times in the first year before the problem is addressed?

So yesterday (June 27, 2017) my husband went to Lowe's and purchased a gas range, after everything done he went home after 10:00 pm. If I bought from Lowe's or Home Depot it will be much easier for us. I called customer service to cancel my two orders. They keep say sorry; it useless, your careless and bad customer service already mean everything. I can see you don't care your customer and you let your business falling down!!! I trusted Sears before with their high quality and good reputation, now they ruin my trust. I would not buy anything from them!!!

After about 45 minutes, of which 30 was spent on the phone seeking advice, the technician advised my daughter that it would cost $750.00 to repair the problem. I told my daughter to pay the $100.00 service charge and to decline the repair estimate. Later that day I went home and researched the problem online. I discovered how to remove the control assembly and I ordered the part from Sears online. A week later the part arrived and I installed it and the Flex Zone drawer is working. The Sears technician advised my daughter that in order to make the repair they would have to damage the top portion of the drawer and this is why the estimate was so high.

It was very obvious that this technician did not know her ass from a hole in the wall. How can anyone be so stupid. I am not a appliance repair technician but I do have some common sense and this part cost $34.00. A lot different from the $750.00 estimate. I also called the Sears repair number to speak to a supervisor regarding this situation and got nowhere.

So I called on June 2, 2017 and said that the larger one would accrue all the interest since the payments were not being distributed so they would be paid off on time. So they set up a payment plan to pay each item at a different rate, so the biggest charge got the bigger payment and the smaller one got less. So I looked on June 25. The payments were not paid as I requested. The larger payments went to the smaller amount and the bigger ones were getting very little. I complained that the way this was going I would be paying all the interest on them because the money wasn't being paid to cover the balances. So the guy looked and said, "I see the payment schedule you set up and it is exactly as you said, but we can only take on two setup scheduled payments. We cannot guarantee a payment on the third interest-free amount.” I complained that I was always told that I could divide the payments and pay extra on all of them.

He said, "Well since you have it set up this way, we will go ahead and do it the way you requested." In the morning of June 26, I received an email stating that all payments in interest-free charges are paid at a different rate and if they are not paid off when required, I would be paying large interest rates, etc. The email was long and really complicated, but in a short version, any payments paid cannot be guaranteed how they are paid, bla, bla. So called back in the morning of June 26 and got a lady and asked her to verify my payments were as I requested and each month I originally requested that these payments get paid through December 3, 2017, remember I wanted to pay more than required to get them paid off.

She said we have a new policy regarding these types of payments and we cannot guarantee things will be paid off in time. The payments go by percentage and percentages change every month, so even she did not know how the payments would be distributed. So I said, "What do I have to pay to pay these off on time?” Remember one was 18 months. One was 12 months and the newest for 1,900 would be paid off the middle of next year. But if the payments go in as they have been, I would be paying interest from day one on all of them. I said, "Why is this the first I ever heard of this. I would not have put the transaction on this card. The store had their own in-house interest free that was nice at $48.00 a month until it was paid."

She said she could fix this for me. So I would have to pay the $44.00 minimum a month, $313.00 a month (this was put on my card just a few months ago), to be paid off by May, 2018 on the $1,900 payment, then $184.00 a month to cover the two that I have been paying on for six months a year and have been making larger payments than required. I made some small purchases in between that were wiped out. $541.00 a month! Even though my payments if made as I requested would total $1204.00 for the two that are due Jan 22 and I only would owe $968.00 to wipe out the two interest free due then. The left over $ amount would go to the one interest plus more $ to pay off the $1,900 one due next year. I would have paid everything off interest free easily. Unless I agreed to the $541.00 because today the $1,900 payments would start to pay it off by May 2018 even though all of them were interest free.

The second choice she gave me was to pay only $44.00 a month until December and then call up and pay the two coming due on January all in one lump payment then start on the one for $1,900.00 and make payments on this one. If I don't do it this way, I change having to pay interest on all of them. I have been making higher payments for one year already. So if I keep making higher payments than required (was trying to make sure everything got paid on time), no guarantee how those payments would be distributed and I very well could be paying interest on everything as if I bought everything at once, interest goes back to the original purchase price. So, this way, they can trick you into paying interest on everything because you have no control over the payment.

I was even on the phone with a supervisor who explained all this. No guarantee unless I paid the $44.00 a month only and personally saved the money and pay all at once before it is due or make payments of $541.00 a month to be spared all the sliding %'s that vary with no control or reason month to month. How silly is this. I will pay my entire bill and never buy anything at Sears again. I will use my JCPenney card! I told the girl, "Is it so important to do this to a customer to do a I gotcha with interest than I would have made purchases over the next ten years." I have been a good paying customer and bought many things, but not anymore. She said, "Well I have been on the phone a long time, so I have to go." I said, "Bye" (She did not care, why should she). Maybe because Sears and Kmart are closing stores. With all the complaints, I see why.

On June 26th my shed was delivered. I was charged 14.99 for "Special Delivery Day" of the shed, which I did not request, it was not delivered on a Saturday (ie Special Delivery Day), which would entail the fee being charged. I was also charged a 69.00 delivery fee for the shed because the store Associate stated "I have to charge you the 69.00 because the shed is coming in multiple packages." The shed came in one box. I have requested the delivery fee for the shed, the pick-up fee for the fridge and the Special Delivery Day charge be refunded to me.

I have contacted Sears by email, phone, Facebook, more phone calls, etc for 5 hours total time today. The Manager on Duty at the RiverTown Sears in Grandville, Michigan, Brittany, has offered (actually she was told to) send me a check for 14.99. That is all they are going to give me. Really nice. Damaged vehicle, lies, and overcharging. Great way to do business. I will be calling, writing, posting and complaining until I get my 107.99 returned to me. I have contacted a local news station for help, filed a complaint to the BBB, and gotten some legal advice. Wish me luck in my endeavor to get my money back.

My order was shipped from Sacramento, California, about 4 hours north of me, but I'm talking to someone with a poor accent halfway around the world. I will try to resolve the exchange with my local store when they open this morning. Perhaps they can either send for an exchange or provide a Sacramento address for me to return for the correct size. The lesson I take away from this poor experience is simply this - if it's not available through my local Sears store, look for it through another retailer. DO NOT ORDER ONLINE FROM SEARS.

I spoke to numerous clueless reps as well as numerous emails and literally got nowhere. They are supposedly researching the matter is what I was being told. After 2 more weeks of this I received an email stating that they could not refund the money back to my PayPal because of a technical difficulty. No other company hails in comparison to this one. They are the Titanic and almost at the bottom of the ocean. They said that a check was being issued with no information as to where it was issued to and how we are supposedly going to receive it. I'm absolutely certain at this point it's a cop out as this company is clearly the most disorganized... Yet organized rip off scam I've seen in my 46 years.

One of the technicians had a major attitude problem. He came replaced the part and left. He didn't bother to check to see if it was working properly. Another technician didn't want to be there and was there less than 15 min and told us that he didn't know how to fix it and left (that was on a Saturday). Last week I called begging and pleading for them to overnight the part and please get this repair finalized. The customer service person said they were unable to overnight parts. I asked to speak with the manager who also refused to overnight the part and ended up hanging up on me. I ask to speak to the manager's boss and they said there wasn't anyone else I could talk to.

It is now June 25, everything is still freezing. Today the water filter froze and busted. I called the customer service line and was told that he made a note of it. I reminded him that they have been taking notes for almost a month and we are actually in a worse situation than we were before. It doesn't seem that the customer service staff care and the employees are not empowered to really fix the problem. I have been very disappointed with the service from Sears and if we can get this fixed I don't plan to ever use Sears again or buy LG appliances. I have an LG refrigerator, microwave and dishwasher, which have all given me problems. The refrigerator is 7 years old and the others are much newer.

After arguing with them for an hour that they already had my money and to use the money they took from me on May 10th. I had to demand to speak with a manager who swore to give me a $25 discount for the hassle and reordered the part immediately. After another 2 weeks and no part, I called back in only to be advised that my order had been canceled a second time and they had still kept my money. When I asked for a refund the again poor speaking representative hung up on me. I had to call my bank to file a fraud claim to get my money back. Now I have to wait another 2 weeks for my bank to complete their investigation. Luckily I recorded my calls to them admitting they canceled my order but kept my money!

Well, just in case arrived this past month when I noticed that our central air conditioning was not keeping the house cool. I immediately called Sears Home Repair because the unit is under the protection agreement and has been checked by Sears on a yearly basis as part of the agreement. It took ten days to get an appointment, a ridiculously long period of time compared to other appliance repair companies, during which we suffered through a heat wave. (My husband has been hospitalized for heat exhaustion once already.)

When the technician arrived, he was a very pleasant gentleman and he determined that the condenser or compressor (I can't remember which) needs to be replaced. However, because it is a two-man job, he would not be able to fix it that day. That evening he called and said his supervisor would be contacting us and ordering the part(s). Of all the people to whom I have spoken in the last two weeks, he is the only who is a native English speaker, who understood me as well as I understood him, and who was courteous to a fault. I wish I knew his name and number because I would call him back in appreciation.

The following morning (yesterday) I had an email from Sears asking me to call the Home Repair Service line. I did, and was told by the automated system that there was no record of the phone numbers I gave it which are the only two I have. After several repetitions of both phone numbers the automated system gave up and put me through to a representative, who spoke heavily-accented English. I was polite, had to ask that he repeat himself many, many times, and eventually learned from him that someone would be out that same day between 5 and 7. Great, I thought! No one came. I did however receive an email confirming that someone would be out between 5 and 7 later that day.

Still later I had a call from a female representative who said my appointment was re-scheduled for two and half weeks from now. At that point, I said this was unacceptable since we were already suffering from the extreme heat and had waited more than two weeks and were now being told to wait another two and a half weeks, endangering our health further. She said she did not have a/c herself as though that would make me feel better. I will bet she is not a senior citizen and hasn't been hospitalized for heat exhaustion, nor spent thousands of dollars to insure her appliances were kept up to repair at all times. I am so discouraged and feel that the thousands of dollars I've spent at Sears have been wasted.

The previous paragraph could be copied and pasted four more times, since that is how many other times I have spoken to representatives since yesterday. Each time I go through the long automated process in which the system doesn't recognize my phone numbers. Three times I was disconnected during the transfer to a resolution specialist. Every time I had to begin at the beginning and go through the whole explanation before being told the same information. The two resolutions specialists to whom I did speak (Lisa and Georgia, clearly not their real names), said they could not help me and I could not speak to anyone more senior than them. They also affirmed that NO PARTS are ordered for this job, and in fact Lisa said the technician scheduled for July 10th is only coming out to make sure the first technician was right, so there would be no parts ordered until after that. Are you kidding me?

We both know that if the president of your company's a/c broke tonight, and had to have a new compressor or condenser or whatever it's called, the parts and the technicians to fix it would be there tomorrow. And that even though the president's health is presumably not in danger. We both know that if I walked into a Sears store tomorrow, I could buy a new A/C system and have it installed in 48 hours. So it is fraud to tell me that there are no technicians available to install the needed (unordered) part(s). It is just your continued mistreatment of a customer.

Called Sears, they canceled me once again. This time wanting to reschedule 2 weeks later, even though I already received the parts. Pretty mad at this point. I could not accommodate them during the dates they offered. So now I will have to wait another three weeks to do the repair. If this was my department and I canceled on a customer, I would certainly try to reschedule within the next 48 hrs. Seems fair don't you think. Two cancelations by Sears, lost time and money at work, still no repair performed. It will be over 6 weeks after the initial phone call to hopefully get this dishwasher repaired. Worst customer service I have ever encountered. Will most likely never buy a Sears dishwasher again.

About two weeks later, they came and put in the drum. Water continued to leak from under the machine and now the machine sounded like an airplane taking off when it would spin out. I called again - they sent out a different technician after another week and a half. They found the water was leaking from behind the machine at the top and had to order a relay and another part to repair it. About six weeks ago, my machine quit spinning out the water on about four different wash settings. I called the repair service again, and they set an appointment within a week. All of these appointments were scheduled for between 8:00 am and 5:00 pm for each day. I had to get my sister to come to my house and wait for them to show up.

They came to my house, and said the machine had to have parts ordered. I believe when they took the tub out of the machine, they broke something then. They rescheduled to come back on June 19th. A part had arrived the Monday before. On the 19th, they said they had to reschedule the appointment because the part had not been delivered. The only human voice I ever got to speak with was a person from India or some other foreign country. They could not speak English very well, and basically went by a script which did not solve my problem.

I tried to explain the part had been delivered. Finally I got so mad I told them I wanted to speak to a supervisor who could speak English and understand what was being said to them. A supervisor got on the phone after about 10 minutes of holding the line. He explained there was more than one part, and they were supposed to be delivered by UPS the afternoon of the 19th. When I got home from work, they were on the front porch. He rescheduled the appointment for the next day, June 20th.

I had my housekeeper stay at my house that day to wait on them to come (supposed to arrive between 10:45 and 12:45 that day. At 1:00 they had not shown up or called). I called Home Services and was told I needed to reschedule the appointment - no technician was coming. I got so mad I could barely keep from crawling through the phone and strangling somebody.

They rescheduled for June 22nd between 8:00 am and 5:00 pm (that was for today) - I just called at 12:05 to get a closer window for the time the technician should arrive and was told no one was coming again today after I had taken off work to be at my home for them to repair my washer. Again, I had to go through a machine questionnaire for about 15 minutes before I got the privilege of speaking to another person from a foreign country who spoke broken English, and told me no one was coming and I would have to reschedule. I asked to speak to a supervisor again, and got the same "bull". I told him to go get "blanked" and hung up the phone. I have reached my limit of patience.

I own several businesses, and I can now see why Sears is basically bankrupt. You cannot have this type of customer service and survive in today's economy. Everything Sears has done in the repair process has been a joke and totally unacceptable. I will never purchase another product from Sears as long as I live, and I would never recommend their company to anyone. However, if most people's experience is the same as mine has been, the company will not be around anyway.

June 12, 2017 - Repairman stated that shocks for drum were bad. Parts needed to be ordered. New appointment for June 20. June 20, 2017 - Repairman stated problem not shocks but warped drum. Going to cost $1300. I asked for $500 credit towards new. Repairman stated he would submit information. June 21, 2017 - Called to verify credit voucher. Sears claimed repairman did not do proper paperwork. Appointment for June 26 to have paperwork done at my house. Not only have I been forced to go to a Laundromat, but I have also missed 5 days of work in 5 weeks. I would not use this service again.

This refund is a sizable (at least for me) amount of money. I frequently purchase retail items and I have never encountered this kind of inefficient incompetence. I can't understand how a company that operates like this stays in business. I have a list of more than 12 phone numbers that have been totally useless in solving this problem and am continually search for someone, somewhere, who knows how to get in contact with a person who has the authority and the guts to actually talk to an unhappy (furious) customer.

Your technician was polite and courteous, but he didn't fix the problem. No ice, no cold water, not cooling at all. Whatever he thinks he did, failed after he left. Inattention to detail. I'm sick and tired of Sears and your FAILED service. I've paid too much money over the years to receive this kind of service. Your phone system, "automated", SUCKS, SUCKS, SUCKS. As does your "online" POS. I am an angry customer who's been with you for several decades. I'M SICK AND TIRED OF SEARS' CRAP.

Someone, a live human being who is in the USA, needs to call me at 8:00 am MST/PDT, to explain how you're going to handle this. I waited almost 9 hours today for your FAILED service. This is going to get REAL UGLY, REAL FAST. I'M TIRED OF YOUR CRAP!!! This needs attention, NOW, or you're going to lose a long-time customer... FOREVER. You're not the only game in town.

You seem to think that when a technician arrives LATE and doesn't fix the problem, that I should go to the back of the line, again, when the alleged "fix" FAILED AGAIN. No, that's not how it works. I remain at the front of your excessively long waiting line until I receive a satisfactory solution. You do not pay attention to detail, and your "system" is designed to wear the customer down, constantly giving me meaningless apologies, and no solutions. The extended warranty agreement that I have is not worth the paper it's written on. I'm paying too much money for this kind of shoddy, crappy non-service. Period. My decades old relationship with Sears is about to come to a screeching halt.

As I watched the tech from the parking lot he never got out of the vehicle and just pulled out of the parking lot and drove away. I called tech continuously as he drove away, but he never answered his phone. I called customer service and they said that they would text the driver and let me know what is going to happen with my repair. No returned call, and when I called back to explain what happened they tried to set another appointment for a week later. Needless to say, I told them to cancel my plan and refund my full amount. I will never recommend Sears Service Plan to anyone. Not worth the headache. Horrible service. I will keep you posted on the refund.

I've called Sears over and over again. First time I called they said part still didn't arrive. Second time I called they said the part had already arrived and a tech should be at my property over the weekend. I called again because I haven't heard back from them, they now tell me the ac part HAS NOT YET ARRIVED, you have to be kidding me!! Apparently the part got lost and they have no clue where it went. So now we have to wait until who knows when, while we are here in the house with scorching hot weather. We haven't slept good because it's so hot in the house. Sears don't care for their customers. We pay the most expensive warranty they offer and yet don't get the service that we deserve. This company is the worse. Beyond dissatisfied.

To add to the painful order process they did not even refunded the money until this time June 19th. Even after contacting CS numerous times about refund: all they say is it will be refunded in 14 business days and it is 2 months now still the refund has been not processed. I put a dispute with credit card company and hoping that it resolves the issue that way. No wonder why Sears is losing the business with this very bad experiences to the customers.

Up until this point we have been told most likely if this last repair doesn't take they will have to replace it. Now they're denying that replacement and are asking us to take a sixth day off for them to come and look at it. At this point we are fed up. We pay for this service and they are refusing to hold up their end of things, and we have wasted hundreds of dollars in time off from work.

He didn't do it and it was Friday and they will not do anything until he does his job which apparently he neglected to do. I even bridged him on the phone and spoke to the 800 # and he said he is not allowed to do anything until Monday because he is off work. In the mean time I have a family and we are eating out A LOT due to NO REFRIGERATOR. I could of bought a new one by now with all I've spent eating out. I use to work at Sears selling appliances and heard all the horror stories, now I'm living it and Sears will do everything to not help you out!

As this has unfolded, I have found this is a total fraud. Initially, I had called Sears to get my dryer worked on as I had used them in the past to repair various appliances. However, instead of just scheduling an appointment for one of their technicians I fell prey to the high pressure sell to sign up for a year of their appliance warranty for my home. Since many of the appliances are older, I signed up. Little did I know that Sears is just lending their name and former reputation to a company who operates this scam under many different names.

Cross Country Home Services must just be a bunch of call centers that contract with unqualified persons that will show up and collect a $60 service call fee from the consumer and probably don't know anything about fixing your appliance. Then they will give you the runaround until you just give up. Beware, do not buy any of these policies under any name. These people have a lot of aliases that they use. I now feel stupid for falling for this, but trusted the Sears name from prior experience, but things have changed!!!

As it is almost 48 hrs and not getting any response (tenant want a repair ASAP), called Sears and getting info that It may take more time (no ETA). When I said I did not expect this kind of service response and need some immediate help as per agreement, if not I may have to cancel my contract, then the service personnel says -- I will connect to that dept and you can go ahead with that. This not at all a good service from a brand like SEARS... PLS see if anything can be done to help resolve my issue...

Another tech arrived at my home on Monday, June 5th. He came into the house with no tools. I explained what the problem was with the freezer door and he opened and closed it a few times and told me that it was probably a wheel on the door slide that was defective and he would order a new part. He also told me that he doesn't work on large appliances, just the smaller ones, which made me think "Then why are you even here if you don't know how to fix the issue?" He then said he was going out to his truck for tools but returned with an I-Pad and told me he was going to order new parts.

My son went outside to ask for his supervisor's name and he began screaming at my son "Get out of my face". I went outside and he again said "Tell your son to get out of my face." My son was in our driveway and he was by his van, a distance of at least 20 feet. I told him that my son wasn't in his face. He said "What do you want me to do, leave?" He then got in his van and drove away. I then called Sears and was again put in contact with someone in the Philippines. I told them I wanted to speak with his supervisor and I was informed that they couldn't do that. The best they could do was send an e-mail. I asked if I could have a supervisor contact me and they told me that that was not possible.

I finally contacted Sears in Hoffman Estates, Illinois and got a female who seemed very nice. She told me that she would send an e-mail to the tech's supervisor and that she would contact me by phone on Friday, June 9th. Of course, nobody called and I called the original lady who I spoke with originally and she told me that she had given me the wrong supervisor and she supposedly gave the correct supervisor's name and that she would call me on Tuesday. I waited around for most of the day waiting for the call. She finally called at 3:40 p.m. on Tuesday afternoon and I wasn't in the house. She left a brief message giving her name but no callback number, luckily I have caller I.D. A called the number three times today, giving a detailed message each time because all I got was her voicemail with no identifier.

I left her a message that if she doesn't contact me by tomorrow, Thursday, then I will take my complaint to a higher authority. It is no surprise that Sears announced 400 more people will be laid off. With their horrendous customer service, I am surprised that they are still in business. In closing, Sears sent another tech to our home last Friday and he took the door off the freezer and he discovered that the door was just misaligned and did not need any parts. He was very helpful and knowledgeable and obviously knew what he was doing. If they would have sent someone who knew how to fix my issue in the first place, then none of this would have happened.

After 2 days I decided to make contact with Sears and was told that it's on its way via postal. I said to the representative that I'm not living in the US so I am not able to receive that, and again was promise to have it sent via email so I waited and to no avail. Fast forward I made quite a few contacts back and forth and was greeted with some customer service representative who knew what they were doing and some who refused to accept what I was speaking about. My problem is not about not being able to be compensate but the lack of professionalism when dealing with the representative. I did speak with STEPHANIE who tried her best to help me. Even give me a number to call. I guess that was the worst because I couldn't get my story to be heard. Anyone would get frustrated after being told one story after a next. They need to be teach a lesson.

I get a lousy 200 towards my 800 dollar food loss, now they do not have not enough techs. I have to wait weeks, they FINALLY fix it. I am handicapped. I PAY for food deliveries. After it's fixed a week later the ice maker stops working, I call them again. I have to wait 2 weeks again, then a few days later ALL my food defrosted AGAIN. Are you kidding me? Now it's another 2 weeks, now a man is here again and I have to wait another 2 weeks for parts. I am DONE. This fridge is a lemon and I lost over 1000 in food in 3 months, I lost all my delivery fees for getting my food delivered. I have been buying ice every day, and we have to eat out every day because I can't store meat.

I have been a 30 year customer that has never made not 1 late payment. How DARE you treat a good customer this way? I am not in good health. You and your lousy service call center are going to give me a stroke, I call and wait on hold 2 hours for a 15 dollar Sears points?? Are you kidding me? I will NOT stop till I get a reporter to do a story on you and it won't be pretty, I am DONE with this BS.

I have lost count on how many recorded calls we have received about changing appointments! I had 3 different times on getting my dishwasher serviced, called me at 7:30 this morning and said someone was on the way, then called me at noon to say he would arrive between 10 and 1 today. 3rd call said he will be there at 1:00! I called the number they left on the message, but I could not understand the person on the other end, she did not speak English very well. So I get a call from the service man himself telling me he was on the way! This company is INSANE!!!

When you call Sears customer service you cannot be connected with anyone in North America which would be fine but the people that try to help you are hard to understand and they stick to a script that does not include helping with installation or with your concern over the misleading info that got me into this situation to begin with. Any manager would see what I see and realize there's an issue if you could actually get someone to help. Twice they tried to sell me on Sears Points in the middle of trying to get this solved. I was able to finally schedule a pick up to have the unit returned which I so sad and what a nightmare this was to solve... If you call having the unit returned problem solved.

I initially contacted customer service when I checked (online) the status of my 4-appliance order, only to find that one of the items indicated that the delivery for that item had been canceled. (I had never been informed of the cancellation; according to the customer service representative, it is standard operating procedure to not inform customers of canceled deliveries. Really?!) During an approximately 30-minute exchange, the customer service representative assured me that the order had not been cancelled and that the delivery was listed as cancelled because an installer would be performing the installation, and thus it was not considered a delivery. Even when I questioned this--and questioned why a second appliance, which was due to be installed at the same time, was not showing as cancelled--she assured me that all was well and that my two appliances would indeed be installed as scheduled. That turned out to not be true.

When I again contacted customer service, I was ultimately told that the order for that particular item had never gone through due to a problem with my credit card. A subsequent investigation on my part indicated that this was not the case; there was no problem with the credit card (no credit limitation issue, no fraud alert...); in fact, the order had apparently never been placed for that particular appliance!

During a subsequent exchange with another representative, after having re-ordered the appliance through a local Sears store (after the previous customer service representative refused to give me the telephone number for that store!)--which, unfortunately, had placed the order through Sears.com--I again received incorrect information about my order (including that it had been canceled). Apparently, this order had not been put through (by Sears personnel) yet again!

Throughout all of these exchanges, the customer service representatives took no responsibility (on behalf of Sears) and took no steps to correct the situation or to accommodate me, as a customer, in any way whatsoever. Further exacerbating the problem, on all occasions it took the customer service representatives an unreasonably long time to locate my order, despite the fact that I had provided not only the order number but the sales check number, my name, date of purchase, etc. After such an ordeal of misinformation (whether deliberate, because of systemic incompetency, or some other reason), I cannot possibly bring myself to order from this company again.

On June 8th, I got a call from the "repair" man asking if something was wrong with the refrigerator??? It turns out that the scheduler I spoke with set up a "maintenance" appointment rather than a "repair" appointment although I told him repeatedly that the refrigerator was not working and need to be repaired. He said he would try to get a "repair" person out there that day. A bit later, I received an email saying they had set up an appointment for June 21st. So they were offering me a date 19 days after I reported my refrigerator out of service. I called and spoke to a "supervisor" who moved it up to June 19th. I simply do not understand how they can even refer to this a "service" at all and find it totally unacceptable.

I had an appointment in another town I cancelled and stayed home because I was scheduled for the first delivery between 9:45 and 11:45. At 12:30 began calling. Three times I was told the delivery team was on its way. They were running late. The third time I was told to call (530) 244 5781, the direct # of the delivery team. The number answered, said they'd never picked up the machine and it wouldn't be delivered that day. I called Sears delivery again and was told to call another number. That number was disconnected. I've been rescheduled this time for the 16th. I have no problem with the Grass Valley store, only the delivery team. This is stressful and inconvenient. Much wasted time off work and on the phone. I will not buy from Sears again.

I was lucky enough to find the same fridge and a nicer washer and dryer locally and they will deliver on Tuesday, one week from now. Only thing is we'll be there on Sunday, June 11, and won't have a fridge for two days and now we have to spend an entire day of our short vacation dealing with delivery men. This is not right and we were treated very badly. Sears really screwed us over and after shopping with them for our appliances, tools, and lawn and garden tools for forty years, we will never shop with them again. We were going to buy a second fridge this summer for our Colorado house! Not now. They've lost a very good customer.

I then called the store where I purchased the item and was told there was nothing they could do about it and hey there is one in the stockroom brand new do I want to pick it up? Couldn’t believe he just said that when that is what I wanted to do on Monday instead of going almost a week without a fridge. Apparently it was there at the store the whole time. No “sorry about this”, no refunds issued, nothing. Worst customer service. I had intended on purchasing a dishwasher and microwave but that is definitely not happening now. Don’t know when my purchase will ever be delivered!! Don’t buy anything you need delivered!!!

A year ago, it took two service calls to get a less than $1.00 micro-switch replaced on my water dispenser; the tech actually tried to fix the $1.00 switch on the first visit! Now, two weeks ago the compressor of my $2,500 JennAir refrigerator went bad. The affiliated technician which Sears sent diagnosed it as unrepairable and recommended that the refrigerator be replaced, but someone in Sears back office decided to fix it. A week later, they sent the technician the compressor but he refused to install it because it is not a normal business process. Sears then handed my service call to another local affiliated technician who also refused it for the same reason.

Now, since their local affiliated techs won't fix it, Sears Home Warranty wants me to contact JennAir service directly and pay them for the repair out-of-my-pocket. They will then refund me up to $85 for the service call and will only cover $327 towards the parts and labor of the repair; the rest will be my problem. If the Jenn-Air service techs diagnose the refrigerator as unrepairable all that Sears Home Warranty will cover towards a new refrigerator will be $327 when I have paid them over $1,000 during the years that I have had the Sears Home Warranty plan.

$327 will barely cover the tax on a new refrigerator; where does the 'repair it or replace it' advertisement come into play! Net-Net; we have not had a refrigerator for 14 days in a household with four children ages 1-8 and a 92-year old senior. And all that Sears Home Warranty will do now is to give me JennAir's service number! Don't waste your money; stay away from this plan!

When I finally got a live person she insisted that there were 3 claims open and that someone from the same company I called would contact me. I told her that I did not want to deal with the same company because of their lack of keeping appointments and in the middle of my conversation I got hung up on! So I decided right then and there to cancel with Sears. I called back and I got the same treatment as before. Transferred here or call there.

This had been a very stressful day for me when you call somewhere and you have to speak with an automated system and can't get a live person to say, "Sure you need help? Let me help you" or "You would like to cancel? No problem." My last resort is to go to my bank and put a stop payment of which they take $50 out of my account every month and write a letter to them of an unsatisfied customer. I hope people read this before they agree to this service.

The service rep was very rude... totally disregarding my situation which he turned around and made his situation. I asked to speak to a supervisor. While I was put on hold the original person was emailing me a confirmation for June 5 appointment which I never agreed to. They were not any help either. I called a Corporate office 800-820-3342. They were useless. They have no regard for their customers. If I didn't call my husband would have sat there and we were never notified. Such a shame that once was a good company has gone down the toilet.

Next, another service technician came out to take a look at the range to order the correct part. However, the local service company could not find the correct part and required assistance from Sears. Once the part was identified the local service company had to place a request with Sears to order the part! This approval process apparently takes a great deal of time. I called the local service company to see if the part had come in and it had not.

I called two weeks after and was told that it just came in and they would send out a technician to fix it the next day. The service technician arrived and advised me he did not like the way one of the ribbon connectors on the new part looked and with my permission wanted to use the same part from the old part to use inside the new part. He assured me that the ribbon connector had nothing to do with the problem the range was experiencing so I told him to do what he thought best. I was not going to wait another month for another part that could have the same problem. It took three hours for the technician to replace the touchpad on the range.

Today I called Sears to cancel my warranty and was on hold for 21 minutes before I was sent to an automated customer service survey about my experience with the service rep (I never spoke with anyone!). I was then disconnected. I called back and was on hold for another 13 minutes before I finally reached someone who cancelled the warranty for me. Overall, this was the worst customer service I have ever experienced. Do yourself a favor and do not sign up for a Sears Home Appliance Warranty. No wonder Sears is going out of business.

While at Sears Southlake I called Customer Care and was transferred numerous times; no help. I called Sears Corporate and talked to a representative there for 32 minutes; she then advised me to call another department. One employee disconnected the call while I was talking. Finally, after 2 hours someone at Sears Corporate told me the item was not under warranty. How does Sears expect to remain in business with such poor customer service? I might order parts from Sears but I doubt if I will ever purchase anything from Sears again.

I finally got a hold of corporate and a rude customer service representative hung up on me in anger as I was speaking. I am completely appalled. The representatives truly lack respect. The necklace is also being sold in store and online but they refuse to fix it or exchange it for a new one even when I said I would provide pictures/videos or mail it to them for exchange of a non damaged one. $100 went down the drain. I was a customer of over 15 years and I will no longer be supporting Sears ever again and will be telling my family & friends too so they don't get treated horribly like I did.

Everything shut down, it did not even have electric going in it. We called Sears again. They scheduled another appointment 7am-5pm. The tech came and looked at it and said he needed to order all the parts again plus another part and it would take 2 weeks and scheduled another appointment for June 7 for 8am-5pm. The tech said he tried the treadmill before he left and it worked perfect. I have trouble understanding that because as soon as we turned it on it wasn't working correctly. It is sad that all we needed was the annual check up on a working machine that now doesn't work. The Customer Service is awful. Every time I called the first call is strangely disconnected and I need to call back. I will say Customer Service Rep. Linda was very compassionate but could do anything. We are now at the mercy of Sears and the Tech.

I am so disgusted and disappointed in Sears. I not only will not be shopping there I am sharing my experience with all acquaintances. The tech always gave a receipt when he was leaving, however, the last time he said his computer was down and could not print one. I have contacted Sears 3 different times and still no receipt for the last visit! We were told when we purchased the extended warranty that if the tech could not fix the product we would get a new upgraded model. Come to find out that is not the case. Totally disgusted with Sears. At one time Sears was a reliable company. Not any more!

I called and had a local plumber fix it the next day - just replaced a part. When I called Sears back to get a copy of our warranty, I talked to at least 7 people in different departments and they all said there was no record of a warranty. I finally found it in our owner's manual. We do have a 10 year warranty that not only covers replacement, but repair! This company and the people working there are scumbags! They will obviously go to great lengths to get out of upholding their end of a warranty. No wonder they are a sinking ship!

As he was trying to get the drum back in, he had to call another technician who instructed him that he would have to take the top off the unit and replace the drum that way. When I started the dryer the next morning it was making an unbalanced awful sound. I immediately called Sears and told the gentleman on the phone. He assured me I would have a technician at my door today between 8 and 5. WELL, at 3:00 something said to call. I did and the girl informed my technician was about 15 minutes away. At 4:45 I received a call from a technician that informed me that he would be unable to come service my dryer. I instantly received a text that it would be 6/5/2017 before someone would be here. I am BEYOND upset!!!

After a few phone calls and a few people I did not understand I called the local store. I did receive some uplifting news from a manager and a new American phone number. I called and spoke with a gentleman that once again confirmed the next available service date to be 6/5/2017. I informed him "That would not work, I needed it tomorrow." He put me on hold and came back to inform me he had requested for the next available service time to be mine 6/5/2017. I am DONE with Sears. I know this does not mean a lot to them, but where has the customer deserves service gone? My house almost caught on fire due to the error of their service technician! He replaced the drum incorrectly and the screws fell out. Come on, is this what we have come to? This machine is not even a year old!

Again I waited. No repairman. When the day was over (and the "window" long closed) and an entire day utterly wasted, I got hold of Sears. They'd check. An hour later (i.e. another wasted hour), the repairman called. Seems things had run a bit long and, naturally, it was now too late to honor the appt. Appt. reset (they assured me that, having been "stiffed" twice, I was "guaranteed" a visit the next time). Once more, the appointed day came and I waited. And waited. And waited. With an hour and a half left in the day, I got a call, "the repairman is on his way." Oh, goody. And then I waited. And waited. AND finally, with less than 15 minutes left, the repairman showed up, plugged in his diagnostic machine, spent 5 minutes logging the result and told me he needed to order some parts and it will be another week (we've already been without an oven for almost two weeks, but what are you gonna do?).

So, an appt. is made a week hence. 3 days later, incidentally, the parts arrive at our house. And, finally, the day of the appt. arrives (in the meantime, I might note, as with all the other times, my "Inbox" is exploding with appt. confirmations, cautioning me to be there during the appointed "window", which, incidentally, is seldom consistently reported, and I am also the favored recipient of multiple computer generated calls reminding me of the appt.). And as before, I waited. And waited. And waited. This time, however, rather than give Sears the benefit of the doubt, the moment the "window" expired, I called Sears Home Service, where I was greeted by a robot which assured me that I could talk to it "just as tho' (it was) a person..." - what it didn't say was that I was talking to a very dimwitted person which only had one answer to every question and every phrasing thereof.

Finally I asked it to do something which was actually within its competence, namely that it "connect me to a representative". Then I found out why Sears felt it needed to hire a dimwitted robot... Seems the robot was the only one with any answers, even if it was always the same non-responsive one. Long story short, I was endlessly shuttled from one person to the next, with copious (COPIOUS) wait times listening to ghastly music between each representative, each of whom would oblige me to answer the same extensive series of questions over and over again, only to ultimately decide that I needed someone else to assist me (my only question, I might note, was "where's my serviceman", which, seemingly, is a very, very complex issue requiring not less than 6 different departments to handle).

Of course, the sheer number of different accents and native tongues (none of which, I might note, was English) did add some interest to the process, tho', by then, I was, perhaps too frustrated to fully appreciate it all. Finally, a nice lady (who sounded suspiciously like the first person I talked to - at least she was every bit as incomprehensible as that one) agreed to send an email to the people who were actually supposed to do the repair to find out where the serviceman was (yes, I know, that's kind of what I had asked originally). 30 minutes later (half of it spend on the phone waiting because the nice lady forgot to tell me that I didn't need to wait and that the service people would call me directly...), I got a call from the folks who actually do the repair work. Seems that I somehow didn't get on their schedule.

So sorry (maybe some of those helpful reminders which Sears kept sending me might have been more helpfully directed to the other essential party to the transaction). I'm set to try again a week from now. Anyone care to guess how that one's gonna turn out? Look, mistakes happen. I understand that. What I don't understand is institutional incompetence. That, as near as I can tell, is all that Sears has to offer anymore. Maybe it's time to change my brand loyalties.

Does SEARS care? ARE YOU KIDDING...I am just concerned for my very life...I will never get my money and G-D only knows what this ROUGH TRADE can and could do to me now. All over a washer and dryer. Warning ladies - have a man or a friend present. Your life and your safety may depend on it. Sears contracts their help and their customer service is all in Asia. I wish I was spared from this awful experience. This is just really wrong.

My dishwasher broke. I paid over $2100 for double door dishwasher. The tech try to fix it for more than 6 visit, then he told me, "You have a right to ask us to replace it or still try to fix it." My husband convince me to say replace it. They gave me a receipt or claim number. 3 days later I got a call saying that I can go ahead to Sears and pick up a dishwasher for under $600!!! I was shock. Master Protection Agreement is to replace it for exact same thing or same value.

I went to Sears. They did not have any KITCHENAID dishwasher for that price. I call the department saying I want same dishwasher, they said Sears won't carry that because it's too expensive. But there is another no name brand that has double washer. I can pick that one if I want to. Make the story short I call them so many time to accept, coming back and fixing it. Finally they came. Problem is not fixed yet BUT AS I SAID I WAS SO LOYAL, I decided to only use bottom draw and forget about the top draw. THEN DECIDED TO CHANGE MY APPLIANCES again like a -- person. I go back to Sears. I got the range. Came damage. I call the company, they were trying to convince me to keep it with 20% discount. I said NO, but I felt they knowingly send me damage one because the rep was not even asking me proper question.

WORSE I did purchase a refrigerator, this time I ask them to take it from the box before they even deliver to the house, guess what same thing. Refrigerator had a big dent in front of it SO I REFUSE TO TAKE IT. I said to them, "First shame on you. Second shame on me." But guess what, they did not return my credit to the credit company. Their last word was, "We have no idea where is the refrigerator. Therefore cannot give you credit back." I waited 10 days. Finally got credit company involve and got the money back. ALL I CAN SAY. JUST CANNOT BELIEVE THIS COMPANY THAT ONCE WAS THE LEADER, RELIABLE, TRUSTWORTHY HAS COME TO THIS.

My dishwasher heating coil warped and melted a hole in the bottom of the tub. The repair guy came out, looked at it, and ordered a new heating coil and new tub. He said he would be back between 1 pm and 5 pm on Friday, May 19 2017. I took off of work with no pay to be there. It was storming that day so I called around 2:30 just to make sure he was still coming. The automated message said my appointment had now switched to between 4:30 and 6:30. Whatever, no big deal.

6:20 rolls around so I call and now speak to a representative. She tells me that he will be there between 12:30 and 4:30 pm. It was 6:20 pm! How could he possibly be here within that time slot? From that point on, she had extreme attitude with me. She put me on hold and when she came back she said that I had been marked down as "Nobody home" and it was my fault for not being there. I was home all day. I never once left my house. She then said she wouldn't be able to reschedule my appointment until late June. When I told her that was unacceptable, she said well I have time available on Wednesday, May 24 between 7 and 11. So I said ok let's do that and she said ok thank you have a nice day and PRETENDED to hang up on me. She put me on mute. I said, "Hello?" about 5 times before she came back on and said, "Yes, how can I help you?" so I said never mind and just got off the phone.

Today is Wednesday, May 24. I took off today again with no pay. The repairman showed up at 10:20 am and as soon as he saw the boxes that were delivered to my house he started laughing. I asked him what was funny and he said that there was no way that was the tub because the box was too small. He opened the box and laughed again and said, "Yep this is a rack". He felt awful, so I guess that counts for something. But now he is coming back on Tuesday, May 30 and I will have to take off work AGAIN with no pay. For the THIRD TIME.

I called customer service and got "Accidentally hung up on"... Nobody called back. So when I called again I asked to speak to a supervisor and she would not transfer me until I explained the situation to her. When I explained the entire situation, she said, "Well it's 10:50. He still has 10 minutes to show up." She didn't listen to anything I said! I explained again that he already showed up and so on and so forth. Finally I said, "Listen you clearly aren't understanding me. Please just transfer me to a supervisor".

When I got on the phone with the supervisor after about a 10 minute holding time, I explained the situation. She seemed outraged at first. Then when I said I paid for these new parts that were supposed to be replaced last Friday, at the end of this, I will have taken 3 unpaid days off work, and I will have been without a dishwasher for over a month. She said to me, "We'll just have someone come over for you on Tuesday." So let me get this straight. You're now telling me to inconvenience someone else because of your company's mistakes?!?! I told her I wanted at least a discount on the items I purchased and she told me there was nothing she could do. The only thing she could do was send me a gift card to Sears. That gift card amount? $50. I make $200 a day and I will have missed 3 days. That's $600 I'm out of because of you and your way of showing me customer service is $50?!?! Are you kidding me?!

It's not even about the money. Keep the $50 gift card, I don't need it. It's the fact that throughout this entire process, I've been hung up on, I've been lied to, I've been accused of not being home when I was. I've been sent the wrong parts, and I've been made to take 3 days off of work, and for some reason. Not one of you cares enough to do anything about it. Nothing. If my company did that to one of our customers, those people would be fired and the customer would receive some type of apology. Don't ever forget that the customers are the people that make you your money. Judging by these reviews and how pretty much everyone has had terrible experiences, I'm assuming you forgot that a long, long time ago. I will never purchase another product made by Sears again. This was an incredibly infuriating experience. Can't wait to see what kind of nonsense I have to go through next week! Thanks for absolutely nothing.

The Sears' technicians noted this on their report. The steak in less than 4 minutes had thrown grease all over the oven walls, had an excessive amount of smoke in the oven when we opened it, and was cooked well-done in less than 6 minutes without even turning the steak over. We asked Sears to replace the oven, telling them that the oven runs too hot for us to control it. They declined to do so, and told us we needed to reschedule another appointment with the technicians, and assured us in an email that the oven would be fixed. The same technician returned this month (May, 2017) to try to repair our oven. He told us there was nothing further he could do to correct the problem and told us to put foil over the meat when broiling to cut down on the amount of grease and smoke.

Inside the oven it tells you not to use foil, which I reminded him of. Then he suggested that we lower the broiling temperature to 500 degrees and once again follow the directions in the Sears manual for broiling a 1-inch steak. Again, we placed the steak on the same broiling pan in the top oven (which my wife had already cleaned), but this time lowered the rack to the #2 position, which is a "baking" position and after 6 minutes opened the oven to turn the steak over and grease was flying everywhere (even on me), the smoke generated once again caused our fire alarms to go off. But I continued the process, and after 4 minutes broiling on the second side of the steak, we removed the steak to see that the exterior of the steak is charred and the interior of the steak is completely rare (uncooked).

We have broiled chicken at the lower temperature of 450 degrees and the same issues. The oven is so hot, that the amount of smoke generated is so severe that we can smell the odors in our second storey bedrooms. The amount of grease thrown all over the oven worries us that the oven could potentially catch on fire. Again, we asked Sears to replace the oven, which they have declined to do. We have used the oven less than a dozen times in 5 months. Who would want to cook with this oven knowing that the fire alarms are going to go off each time, and that they will have to clean the excessive amount of grease all over the oven each time. There is no doubt that this oven is too hot to handle.

One of last solutions the technician gave us was to simply bake everything in our oven, rather than use the broiler. Sears refuses to replace the oven and after 4 repairs, still insist that a technician come to our home again to assess the problem, which by the way is a 4-hour window that they hold you captive for each time. It's interesting, that when we purchased the oven in Dec., 2016 that the rating given by Sears on the oven for their website was a 4-5 star. If you check it today, it has no rating. I wonder why?

I wait for the next sale - go through all this crap again - CS tells me delivery May 23 - still get no receipt through email... Get all the advertisements but nothing for the purchase of $4300. Of Course. The CS (Sharsta) very nice girl... tells me I will have the items May 23... That day comes and my husband said he received a call from Sears in OH and they will have to do the installation The 25th for the dishwasher - I asked him if that meant the microwave too. He didn't know.

Now I call to find out and the delivery is JUNE 26!!! What is going on there? Why does it take over a month. Then NO ONE and I MEAN NO ONE can help me. They are not allowed to expedite orders or do anything for a customer. "So sorry Mrs. K..." That is all they know how to say - He (Joseph in Scheduling in another country) told me the CS rep needed a Corrective Action!!! REALLY. I thought he did just for stating that. This is the worst time I have experienced buying anything. I used to work for a parts 3PL - Sears being my main customer and I would NEVER treat them this way or I would lose them as a customer. Crazy!! I can't get anyone in the USA SEARS to help! This is a very sad day. :( Will not be shopping here again.

Requested that they allow to make two appointments since they book up quickly and I knew that the second part they ordered was wrong and would need another appointment and I did not want to wait 2 weeks again to get it fixed. Their response is that they can only make one appointment at a time - I explained why I needed another but they were "sorry" but that is their policy. They could only give me one appointment. The business is hiding and do not take responsibility for their actions. The phone service tells you that they "only here to help schedule the appointment" yet when I told them I am going public they quickly had the Sears repair person here after waiting 7 hours, third appointment, for them when I had a 8-12 slot. This is not acceptable.

So I was sitting there when she called to cancel and the woman barely spoke English well. It was extremely hard to make out what she was saying. She then proceeded to tell us that she cancelled the service agreement but we can't get a refund. What?! It says right in the contract highlighted in blue that if you cancel in the first 60 days you get a FULL refund and then a prorated refund if you cancel after that. We also got disconnected during all of this. Then we call back--they don't even call us even though we gave them our call back number at the beginning.

After we called back somehow we got the same person who was very difficult to understand and put us on hold again for a very long time. Meanwhile my mom tried calling from a different line so she could see if she could get someone we could understand better and when she did the woman on the other line is trying to tell my mom that it's not her account, but her husband's. My mother told her that my father is deceased so it's under her name now and the woman proceeds to argue with her!!! This is unbelievable! Customer service?! More like customer HEADACHE!!!! You give them your hard earned money and you can't even get decent service.

I was told by someone (I don't know if it's true or not) that Sears isn't doing well. Based on this recent experience I can see why. Finally the initial woman I was talking to came back on the line and said she will refund the money and I was able to make out the confirmation number. I am all about people from other countries coming to America and working hard. But if you are trying to communicate with someone in a customer service department you should be able to understand what they're saying. (I would think that'd be a prerequisite). It was extremely frustrating. I would advise anyone against purchasing this agreement.

The following morning, I called Sears customer service and explained what had happened. They acknowledged that the technician should've accepted my gift card and was dumbfounded why he didn't. Sears customer service stated that there was nothing they can do moving forward. Now I still have my gift card which defeats the purpose of my request for the original service as now I had to pay and additional $109. By not accepting its own store's gift card when they are in your home, they are forcing consumers to spend additional money. This is fraud and a class action needs to be filed.

I was eventually told it would be replaced and they would let me know how that would happen. After about a month I contacted them and was told to be patient they were still working on the approval but was told "don't worry it will be approved". Called again about 2 months later since still haven't heard back and was told it was denied and "why are you just now calling about it?" When I tried to explain what I was told previously the phone went dead.

Double oven: After two years of having repairs about every 2-3 months I gave up. I was told the oven could not be replaced since our agreement with that was just for repairs. I'm not sure how I had some of my appliances covered just for repairs and others for replacement. When I was sold this warranty this was not explained to me. Even the repairmen told me how poorly run the business is. Sad that Sears has come to be so untrustworthy.

My washer door lock is also not working. I had to call Sears 3 times (supposedly the claim was filed incorrectly). When the guy came out it worked on his second try so he left without doing anything and sure enough the next day it stopped working again. Now trying to get someone back out but they won't do it until they hear from the first guy which means another several calls and days - family of 5 needs a washing machine. These guys are really inept. RUN don't walk from this warranty service. As soon as I get my refund back we are leaving this company.

I only got excuses and after 45 minutes on the phone listening to customer service psycho babble I asked that my contract be cancelled. Thank you Sears for taking my $400 plus and giving me NOTHING in return. If you are interested in this type of service contract there are better options available. If you choose to do business with SEARS please read the contract they mail you carefully. I am FOREVER DONE with this company. DINOSAURS eventually die off and go extinct anyway.

When I called the 800 number at 6 o'clock that evening, I was told that the technician was en route. Another hour passed, with no technician. I called customer service again, and was told that the technician was still scheduled to come to our house but had been delayed. When I did a chat online with customer service at 8 PM, they told me I'd have to call the next day and reschedule, but no clear explanation was offered as to what happened. I will not reschedule service with Sears, because I can't trust them now. They have lost my business.

One of the numbers that came up was Sears, and I called them. The lady on the phone was very confident that they would be able to find the part and promoted the Sears warranty program in which I would get the oven fixed and also be able to have all my appliances covered. I learned that if they were unable to fix the oven that I would get a new oven. All I had to pay was a $60 service fee to the service company and $39 a month for a year to have the warranty. I agreed and someone came out and looked at the oven and ordered the part and then fixed the oven when the part came in.

A few months later the handle came off again and I called Sears Warranty back. Sears said it was under a 90 day warranty to replace it for free and since it was more than 90 days (by 14 days) I needed to place a new claim where I would need to pay another $60 for the service call. So, I called claims to place the "order" and was told by a Sears associate that the warranty that I had did not cover doors or handles. I explained that they covered it the first time while promoting the warranty and she said that was a mistake.

I called back about a week later and talked to another person from the claims department and explained the situation and she said that they covered it the first time because the service person must have believed that it was necessary to have the door stay on in order for the oven to work and that if I had another service person come out who believed the same thing that it would be covered again and she took my claim and gave the claim to a service company.

The service person came out and tried to find a part and was unable to find one. He too believed it was necessary to have the door on the oven for it to work and since he could not find a part that Sears would buy me a new oven and he called Sears Warranty to verify. The man he talked with went and talked to his supervisor and that person said that Sears will not pay for a new appliance because they do not cover doors or handles under my warranty. I still had to pay the $60.00 fee for the man to come out.

Meanwhile I am a senior citizen raising a great grandchild with no food cause it has all gone bad! How am I suppose to keep milk cold? I call Sears service and they really don't care. They say they understand but they don't care! Now whenever the tech does get here he will have to order a part, then come another day to fix it. So we're talking maybe 20 to 25? 30 days without a Refrigerator! I will never again get a plan or buy anything else off of Sears. If this is the best they can do they should go out of business!

Back in March, during an annual Maintenance of our double oven we purchased at Sears, the repairman suggested that we sign up for an extend plan for our Samsung Refrigerator. He convinced us that it was money well spent, and that they could take care of any issues that arise. So we signed up. Three weeks ago we had an issue come up with the refrigerator and was told we could be seen between the hours of 1 and 5 on 4/28 three weeks later. They informed us they would have to defrost the refrigerator. On 4/28 my wife took the afternoon off and waited for the technician, and defrosted the refrigerator in anticipation for his arrival, when 5:05pm came around my wife called Sears Repair and spoke with Nancy. Nancy told my wife that he was on a big job and we were the last call of the day and he will be giving us a call before coming to our home (Lie as it turned out). 7:20 pm Still no Technician.

Again my wife called and again spoke with Nancy and asked her where he was. After a long pause she said the Technician ran long and they had overbooked the day and we were bumped. When my wife said that no one called us, Nancy started to get defensive and my wife requested her supervisor. Nancy informed my wife that she could handle the situation and that giving her to her supervisor would not make it any better. When my wife insisted she was transferred to her supervisor Dolores. Dolores got on the phone and immediately hung up on my wife, and never called back. Both of these ladies should be reprimanded for their actions or should I say inactions.

We called back and was once again placed on hold for 20 minutes, this time I spoke with Cole and told him of the situation and asked to pass me onto his supervisor where I spoke with Audrey. I will say that Audrey was very professional and tried to accommodate my situation, but this is where Sears failed. If a customer is a victim of overbooking then they should be pushed to the top of the list for next day not four days. Dont wait for us to call customer service they should been on top of this. If the customer took time off from work to wait for the technician the first time they should not be inconvenienced to do so again the next time if it was not their fault. Compensation should be reflected.

Here it is Friday night and apparently there is no technician out on Saturdays, so now we are waiting until Tuesday. Sears should address a situation like this when it is convenience for the customer, not for Sears. Supervisors should be given more autonomy to resolve customer issues with direct actions that can be measurable, again another failure for Sears. Again I commend Audrey for dealing with this situation but she had very little span of control to take care of the problem. Today Sears has failed so many times and I question whether the person reading this can do any better to resolve not just my issue but probably hundreds of complaints similar to mine.

I was on the phone with I can't tell you how many people for 5 hours and could not get them to come out here and set my machine on the cycle it was suppose to be. My water bill alone may be in the hundreds of dollars including we have a sewer bill as well. I have never been so upset in my life. What has happened to Sears? I was even told how to try and fix it myself even though it was Sears that left it. I have a pom. dog that uses cloth pee pads and have to wash every day. I was even told to go to the laundry place and wash clothes. I tried to explain I am 63 years old with a broke femur and can't. I was hung up on more than once. I just cannot believe this company that once was so reliable has come to this. I could not even get anyone to give me a no. to call a help line or something. I hope this can be resolved properly without court. I would appreciate a call from someone today @ **.

We got an email that the repair had been rescheduled for May 3. 8 am to 5 pm. Then on May 3rd we got on email that the repair was now scheduled for May 9th. I got on the phone with Sears customer service, they were useless. I believe their job is to yes you to death and get nowhere. I tried to find out where the part was. That it was an emergency. Got nowhere. No useful information. No one could do a thing according to them. They said they would forward my number to the water heater department, that they would call me. Next day no call. So I called again.

Got a customer service person again. I was getting very frustrated, getting nowhere. I said to her, "Do you see that this is an emergency?" She said yes. I said, "There's an elderly sick person here without hot water." I said, "How would you like to be that person without the hot water." The answer I got was she had been without hot water for 3 weeks. Unbelievable answer. Then I said, "Who can I talk to about where the part was." She said the water heater department.

I finally got that number called it. Asked about the part. I was told they couldn't track it because the repair person ordered it. I asked how could I get this information. They sent me to warranty dept. I asked them if they could find out about the part. They said yes, put me on hold and ten minutes later was disconnected. On Friday May 5th I called the water heater department again. They told me the part was ordered on Thursday. I asked why it was an emergency. He said, "Everyone thinks their water heater is an emergency." That it's Sears policy to take up to 10 days to fix a water heater under warranty. That the part would at my house Tuesday.

Here's the kicker. If the part missed the repair person, We would have to wait until May 15th to have it repaired. I said that would be over your 10 day period. They said they couldn't get anyone out sooner because they contract out the repair service. And everyone else is filled up. And they come only on certain days. Well it's May 9th, no part no repair. Sears and its policies and people don't give a ** about consumers. There's no recourse with them. I said, "If I called you for a new water heater that you'd be down in 2 days." They agreed. "But because you're under warranty you can wait?" What's wrong with that. By the way I asked for a new water heater and got nowhere with that.

May 6 came and went. Called customer service again. Told it had been shipped out on May 2...what?? I had already been told it had shipped Apr 29. So again I was told would arrive in store on May 8. Well guess what? Surprise, surprise. I went to the store in person, and nope. Wasn't there. This whole time, I have not received 1 single form of online communication from Sears on the status or my order, not 1. Single. Email. Poor communication, almost 3 weeks and STILL NO DELIVERY. I had read many, many complaints such as this from other customers but thought, heck, give them a chance. I just want my damn order and then NEVER AGAIN. Worst online ordering experience EVER.

I'm fighting this bill till the end! I have three babies with no food! We had to wait a week for this guy with no food who didn't touch the fridge! I had to buy a fridge that night. I called Sears multiple times who claimed, "That wasn't right. You don't have to pay the fee. Our guy should have ran actual tests." Turned out not to be the case. The guy was just in a hurry to go drink a beer!

If the Sears' people wonder why they are losing their jobs, they might want to consider customers first. I have bought high end appliances and so forth at Sears, but I know I wouldn't buy from them again. It is a shame that a store that used to give good service does so badly. Good bye Sears, some business who cares about customers will take your place as you become a historical thing.