Sears Reviews

Nearly a week went by with no call, no nothing from Sears and I called them AGAIN asking when they would fix my dishwasher. Their rep told me it's not covered, then I spoke with their MANAGER who also said, "it ain't covered, nothing we can do"!!! I believe were her words since it wasn't mechanical. So why did the rep I spoke with on my initial call not tell me, "A BROKEN SEAL WASN'T COVERED BUT WE'D BE GLAD TO SEND SOMEONE OUT TO ACCEPT ANOTHER PAYMENT FROM YOU." What a scam!

On January 2nd, I contacted Sears Home Services to schedule an appointment to have it checked. Was told the first available appointment was for January 20th. We were told to call back the next morning to see about getting service sooner since this day was technically the New Year's holiday and the service place was closed. I did call back the next morning only to reach a snotty little witch who said "you already have an appointment scheduled for 20th" without even giving me a chance to tell her I was told to call back. Since I had to leave for a dr appointment, I had my husband call them back again to find out how to get a rental or something because I have medicine that needs to be refrigerated. After about an hour on the phone the guy did give us reward points to add to our current rewards that we could use to buy a mini fridge. Or the other alternative was to get a 50 dollar check so we could buy ice for a cooler... REALLY???

So, we marched ourselves to the local Sears store to purchase the mini fridge and encountered a salesperson who said since we had bought it through them they could escalate the appointment. He did some paperwork and the next day I received an e-mail indicating the appointment had been moved to January 6th. Great, right??? Not hardly! The technician showed up on the 6th and determined that the compressor was bad (on a not even a year old refrigerator) and of course, he did not have one on the truck. So, he had to place an order for it and some computer board thing and advised me that it would be shipped to us and then we had to call to set up an appointment to get it installed. Well we did receive the shipment but the same night he ordered it we received notice that we were scheduled for the repair to be done on January 27th. What happened to us calling when the stuff got here to get an appointment.

Now many calls in to the Sears Home Services call center and all we are getting is they don't have any technicians available until the 27th, but "we will put you on our emergency call list and someone should be there between January 12th and the end of the day January 14th." Well that didn't happen... Still nothing. How these bozos can be allowed to continue selling these agreements without available service technicians is beyond me. And, it's getting a bit annoying dealing with the rude call center employees who probably are halfway around the world reading a scripted response.

No way in hell should these parts be allowed to sit in my house for two weeks without someone coming back to install them. Sorry, but those who have parts should get service before new incoming calls. And, if Sears Home Services can't handle the Sears Customers because they are providing service for other stores, that is not my problem. If I bought a product at Sears and have a contract with Sears Home Services I should get first priority.

Totally frustrated at this point... Can't find a live body with any common sense to talk to and can't find good information on who to escalate this to within this company. Again went back to the store to see if they could escalate and still nothing. At this point if they can't get someone here to service this less than one year old refrigerator they should either refund our money including the cost of the service agreement or give us a new refrigerator. Believe me, I will never buy another thing from Sears or its affiliates. And to those contemplating buying appliances from them, run... as fast as you can. Find a little mom and pop store that sells appliances and deal with them... Wish I had done that now.

Updated on 01/27/2017: Yep, so one day before the scheduled date to get this refrigerator repaired (27 days after first called in and 2 weeks after parts were received at my house) we get an email saying we need to call immediately to reschedule. I didn't ask to reschedule so I called and was told the service technician called in sick for his Friday schedule. Huh, it's Thursday afternoon and he has called in sick for Friday. What the heck? And now they are telling me that the first available appointment to reschedule to is February 22, 2017. Almost two months. Unbelievable.

Somebody needs to figure out how to get these people to do their jobs. We have paid for a service contract and now can't get the work done. And, if they cancel, then they need to bump everyone. Not move the ones on that day to the end of the line. Sorry, this is just disgusting. If you are in the market to buy... DON'T BUY FROM SEARS AND DON'T BUY THE SERVICE PROTECTION AGREEMENT... it's a big, fat scam!

HELP!!! Seems to me the consumer affairs folks should be looking into this. It's time for all those affected to file a class action suit! Who the heck can be without a refrigerator for over a month??? Oh and I don't understand why everytime I get called or an email the dang service number keeps changing. I THINK THAT IS PART OF THE SCAM TOO.

I waited patiently until close to 2pm before I looked on their track real-time updates service tool; the online tool said that my service time slid to 3:45-5:45pm. I called Sears to confirm the new time slot. I was not pleased that Sears missed the four-hour window that they gave, but at least I was able to pick up my kid from school before the new window began. At 2:37pm, I received a call from a dispatcher that informed me that the technician was ten minutes away. I informed the dispatcher that I was picking up my kid since I was given a new window for service.

When I arrived back at home at 3:30pm, I called Sears; they confirmed that the technician will be calling shortly. At 4:43pm, the technician called to say that he was delayed at a customer in downtown Brooklyn, and he will not get to me today. I called Sears and they said the driver's comments were not correct; a supervisor will call me back and my order can be moved to another driver. I called Sears again at about 6:30pm when I did not get a return call. I was told that though my window was now 6:15-8:15pm, I will definitely get service today. I called Sears at 8:00pm and I was told the technician will be calling me shortly. My last call to Sears was at about 9:44pm; I was told that a supervisor will be calling me to reschedule the appointment as the service will not be provided tonight.

After 2 weeks, the second tech showed up. He seemed to us to be in a hurry and want to be somewhere else. Anyway, he blamed the plumbing connected to the machine and also the said he'd need to replace the drain pump. He ordered the pump and said another tech is coming to install it. He said to have a plumber check the plumbing. The part will take another week.

I had a plumber check everything and he said it was fine. Afterwards, I called Sears and spoke with Danny, a service manager. I explained to him my frustration and also asked him to send another tech to look into the problem. I had a feeling that the second tech didn't do his work properly. Danny told me that I have to wait for the parts and to call them to schedule an appointment. He said it wasn't their procedure to send another tech.

The parts arrive after a week, and the third tech showed up 4 days later. He seemed to be knowledgeable. He said there's nothing wrong with the drain pump and that it was misdiagnosed. He said the problem was the 4 dampers. He said that he needs to order the parts. He said it'll take a week but arranged with me what the most convenient time to come return. We agreed on Friday, Jan. 13, between 1PM-5PM.

Today is Jan 13. I called Sears, and was told by the automated phone system that my schedule is set on Jan 17! I asked to speak to a representative. The call center transferred me to Home Services and put on hold. It's been 1 hour since I've been placed on hold. After 1 1/2 hours, Linn responded and I told her what the problem was. She came back telling me that there is a problem on the line and she hung up. I am so disappointed with Sears Home Services.

I recently tried to call to transfer the service to my new address and was told that I could not transfer the warranty! I would have to start a whole new warranty for my new address at an increased price of course. I cannot believe that a major store like Sears is running such a scam. I will make sure I tell my story on every site and every blog I can find because there is no way that a major company like Sears should be allowed to STEAL money from customers this way.

Today I decided to check on what's going on. (It's been more than a week with no status updates.) A day before I received an email about my service appt (how everything went, etc.) and decided to call the number provided in the email 18883018290 to make sure that my cooktop part may still going to get to me. I called that number 7 (!!!) times today, wasted close to 2 hours. The first 4 calls went like that: waited for 5 minutes, talked to a rep who transferred me to a "technical specialist" who also put me on hold for 5 min and then hang up on me.

Now, I understand that calls can get disconnected. But 4 (!!!) times in a row, and not a single rep calling me back after I spent time verifying my contact info including my phone number??? Reps # 3 and 4 explained that they can only take inbound calls and cannot call out. Really, Sears, really??? If you have problematic phone connection lines, maybe reps should be able to call back?? Other companies do it all the time!! Anyway, call #5 was interesting. Initial rep transferred me into a different department, I think it was Extended Warranties. They could not find my order at all, transferred me somewhere else, and you guessed it... dropped the call!!! Call #6 went like the first 4. I got transferred to a "technical specialist" who I thought was finally going to help me.

I needed 2 things: to reorder a $3.56 part for the oven and figure out what's going to happen with the cooktop part that could not be replaced and needed to be researched. The rep explained to me that to reorder the $3.56 oven part I needed to schedule another repairs appt, which means that I have to waste another 4 hours to wait for the tech to come back. Why??? I declined that offer. Then I got transferred to yet another "Benefits Department" and my phone was put on mute. The new Benefits rep hang up on me in about 1 min despite of me yelling "Hello!" The final attempt came after 5 p.m. and went the same way as the first 4.

Here is the most interesting part. In the evening I decided to try the chat function. The same issues were resolved in about 15 min including ordering the $3.56 part which is now supposed to come in the mail in 6-8 business days without a tech coming back. And the cooktop part is still "being researched." Bottom line: The whole experience was just so bizarre! I will do my best to never deal with Sears home services again!

After repeated e-mails I started receiving nonsensical e-mails from them in such bad English that they could not be understood. 2 months later (!), I received an e-mail from them that the order had been cancelled "because it hadn't been processed correctly". Keep well away from this company - you will only have a really bad experience. They even had the cheek to say that their system was fine after I suggested that they take a look at the vulnerability of their system to hacking. What arrogance! Hands off!

This is shouldn't be the way a Corporation conduct business! I will take this lost but I'm writing to warn anybody that wants to know. Please take your business to a more professional retail store!!! This won't happen again because I will from now on read reviews before I make large purchases online!!! This was my first time ever writing a review. This is bad and unethical business practice Sears! Sears will never be my choice for any future purchases!

Technician (Julian) said they don't warranty machines after 10 years and LG machine parts are very expensive and something still can go wrong after they fix it, it can break and fall apart anytime and it's not worth it, to work on the machine alone it will take about 3 to 4 hours, it's a big job and asked if I wanted to waste my money on getting this machine fixed. They will do it but he wouldn't even spend $500 on this machine if he was me he said, so he suggest I cancel the repair or if I change my mind about the cost for them to fix it, I can call back and have them come out... I was so furious after I spoke to him I called Sears customer service back to relay the message to one of the supervisors and they was very vague.

I clearly asked them if they replace bearing and they told me yes but the technician Julian told me no. I let them hear the recording of the conversation and supervisor Franco had nothing to say but sorry. I would never use this company again. I actually bought my machine from these guys and I spent well over $2,000 for it when washer/dryers combos first came out on the market. I wish I would had seen the complaints about this company before I called them but I will make sure it will never happen again. DO NOT USE THIS COMPANY!!!

So I promptly called Sears and spoke with a representative who couldn't find the product I received incorrectly since the item I received is not sold by Sears. This representative was Extraordinarily rude, proceeded to call me "Ma'am" when I consistently told her I was a male and asked her to stop saying Ma'am to me. She was unable to provide any support and continued to call me Ma'am disrespectfully! She told me without any reassurance said that I would be receiving an email and a phone call from Sears within 72 hours. Ok... I never received any info or contact from Sears.

I then got the chance to speak with a Hazel via Sears.com's online chat system on 1/6/17. Hazel was sort of helpful. At least she was MUCH more kind than the first representative I spoke with. Hazel actually took down the wrong product dimensions and shipping information so that I could get return shipping labels from Sears to have the wrong items shipped back. She ensured me MULTIPLE times that this would happen. She also ensured me that the correct products would be expedited to my home the following Monday, 1/9/17. Turns out it doesn't matter how nice Hazel was... she was LYING just to end the conversation.

Well, as on 1/9/17, I had received ZERO communication from Sears until receiving an email saying that the labels couldn't be provided with my work return address on the package. WHATEVER just send me return labels I need!!! So I called in on 1/9/17 and immediately requested to speak with management regarding my case. There were ZERO previous notes from my case!!! NOT THE FIRST CALL, NOT THE SECOND CONVERSATION. So I eventually, after MUCH PRYING spoke with Manager Ray who while on the phone with me accepted that he needed to supply me with 2 shipping labels.

While on the phone he sent me only 1. Smh. I asked why there was only 1 in the email while on the call. He said that's because there was only 1 tracking number associated with the original shipment. WHAT!?? I told him to look at the tracking number with UPS and it CLEARLY shows that there were 2 packages shipped to me incorrectly. PLUS I have verbal explained what I've received MULTIPLE TIMES NOW!! He said I would receive the additional label from the "offline team" sometime within 24-48 hours. MIND YOU MY RETURN WINDOW IS DWINDLING BY THE DAY!!!

Now I asked Ray to kindly address the items I was expecting to receive last week. He said that I can return the wrong items and they will then ship out the correct items ONLY with a new order entered. WHAT??? I said "you were in the wrong, Sears sent me the wrong item. I'm willing to ship them back with your labels but Sears should have already submitted the replacement order as Hazel promised and have correct product expedited to my home." He said that they were unable to expedite orders and I would have to pay again. I asked "what about my coupons and rewards used on the original order; where I paid $102.75." He told me the new order would be $136 or something like that. NO, NO, NO! I said "I do NOT accept. Make it the Same or BETTER YET REDUCE THE PRICE FOR THIS RIDICULOUS AND UNNECESSARY HASSLE."

Well, He was in fact able to reduce the price to $97 and some change to which I accepted, very reluctantly, and then provided him with my credit card number. He then tells me he cannot apply one of the discounts and cannot provide that price of $97 anymore and it would be $113 and some change. WHAT??! AT THIS POINT I'M SO COMPLETELY FED UP! I TOLD HIM "DELETE MY ORDER! CANCEL IT!!! ABSOLUTELY NOT!" I told him this was/is the worst experience I have EVER had in my life! He apologized to which I did not accept! I do not accept your apologies as you are full of malarkey!!! Finishing up my call with Manager Ray and confirmed with him again I would be receiving the additional label today, 1/9/17.

The next day, today, 1/10/17 I got NOTHING from them. No info, no communications at all! I then chatted back with Sears.com and spoke with a Harlen who needed all my information AGAIN and who CLEARLY didn't read the case. Telling me to ILLEGALLY Ship the TWO packages with the same label! NO. ABSOLUTELY NOT! That's Fraud! I said "I require an additional label to be supplied. I need this TODAY." He did ensure to me that I would receive that within 24 hours. I said "NO! RAY said 24 hours yesterday. I do not accept. The 24 hour clock already started LAST THURSDAY!!! I would need that call tag today." I was less than confident that this would happen. And then I was even considering what I could do with the product I'll likely be stuck with.

Luckily this afternoon I received a phone call and an email with the additional label. I mentioned this situation should NOT have been this complicated. When a company is at fault ADMIT IT! AND HELP YOU CUSTOMERS!!! Sears... SO HANDS OFF AND SUCH UNACCEPTABLE CUSTOMER SERVICE!!! You may want to enhance your training guidelines. SO NOW, the products will be shipped back to Sears tomorrow and I'm really hoping that the full refund is taken care of without hassle! The manager who called me this afternoon with the additional label said that there would be No issues with the returning items. We will see.

I called their call center (1-800 line) at 2:30 pm and got an automated response which said that a tech would show up between 2:45 pm and 4:45 pm. Again, no one showed up and no one called. I again called their 1-800 number. Now I was told that "no one was available" and I needed to reschedule my appointment. The earliest open appointment was 4-days later. I asked to talk to someone in authority but they could not/would not connect me. I should add that my washing machine is under warranty with Sears. This is NOT my first experience like this with Sears. They are the MOST INCOMPETENT service organization I've ever worked with. Needless to say, if you're reading this, save yourselves frustration and go elsewhere. Sears In House Service is simply AWFUL!

Finally talked to someone today so I could cancel this plan, it only took me 3 hours of being on hold and being transferred to talk to someone that could cancel it only to be told they were going to charge me $298.00 for a cancellation fee even though they have been taking $39.00 out of my checking account each month for the service fee. I wouldn't buy a Sears product again just because of this ordeal I have been going through to get a washer fixed. I see this wants a order number but I have never been given anything.

Two weeks ago the opener started operating again on its own, and I immediately called the same installer (not Sears) who performed the original install. They confirmed the only remaining option is to replace the board in the unit based on their experience. I called Sears on Jan 4, 2017 and was told the labor for the service call would be $55, but the parts have 3-years coverage. I made the appointment frustrated that I had to pay for the service call for a covered defective part. The service tech. arrived and indicated the visit is $155, not $55, and the parts are NOT covered on this unit. I immediately called Sears and asked them to look at my initial call during which they quoted the above. They said there is no reason to check the call because the service call is $155 and the parts "are not covered regardless of the phone conversation".

I stated clearly I would pay for the full charge of the visit despite the misquote (no I did not mishear it, and I repeated it back to her to confirm), but I wanted Sears to stand by its product, 1. because it failed weeks after the install which I can prove, and 2, because they stated the warranty covers the parts. The manager said there is nothing they can do since I did not call in the initial 90 days when the accident occurred. So, I am left to deal with a bad defective product (I recommend staying away from Craftsman), and customer service handled the situation as unreasonable as possible considering the facts. (I recommend not stepping foot inside any Sears store.)

I called Sears and they said they could not get up the driveway with their truck, which is ironic as CenturyLink made it up the hill in a truck that was twice as big as Sears and had a bucket on it. Then Sears said they would be bringing a different truck and it would be there by 2:00 pm. 2:00 pm came and went and of course no delivery. So I called again. Keep in mind getting a foreign person every time would could hardly speak English, let alone assist me as it was obvious they were reading from a script. When I requested an English speaking supervisor they put me on hold each time for at least 5 minutes and said no supervisor was available.

Anyway back to the 2:00 pm call, the representative then said the delivery was in route and would be there in the next 2 hours, at 4:00 pm at the latest. Needless to say 4:00 pm came and went and no delivery, no call from Sears or the delivery personnel. I then called again, as it was my intention to head home that afternoon. The representative informed me the delivery personnel was done working for the day and the delivery would have to be rescheduled for late January or early February. REGARDLESS THAT I DROVE 3.5 hours for this delivery.

Due to my aggravation I instructed them that I no longer wanted delivery as I could not trust them to arrived as planned, so I said I would pick the item up in my town of residence, near Independence Missouri. The representatives proceeded to tell me the item had been delivered successfully. THE ITEM HAD NOT NOR HAS IT EVER BEEN DELIVERED (The web site says it was delivered). The representatives were so confused by the process. They informed me the closest location I could pick up the item would be in Texas and proceeded to give me the number for a store in Texas. When I told them I would not be driving from Missouri to Texas to pick up the item, that I needed a local number they gave me 1.417.869.6950, and when you call this number it has been disconnected. INCOMPETENCE!!!

When I tried to speak to someone AMERICAN at the local store in Independence that was not possible as it forwarded me back to this call center. Needless to say on 1/8/2017 I attempted to cancel the order and request an immediate refund, the representative said it would be 10-21 days for a refund (which is totally unacceptable) and refused to give me a confirmation number. I have contacted my bank and reported this charge of $1531.85 as fraudulent on the part of Sears.

And on a second note at the time of order, I ordered all of the required supplies from Sears online and my credit card was debited on 12/27/2016 26.45 and 24.89. Within 2 hours of the order the local Sears in Lees Summit called and said regardless of what the online site said the items were not in the store and the order would be canceled because they were not available. To date 1/8/2017 26.43 has been credited but the 24.89 has not been credited. Once again I reported this to my bank as fraud.

I have NEVER been given such a runaround, never wasted so much time, never been treated so poorly by a customer service department, nor have I ever seen such an incompetent group of individuals. Be assured I will let everyone I know of Sears incompetence and HORRIBLE customer service. I sincerely hope you take this message and concern seriously as this is unacceptable and shows complete lack of respect for consumers and DONT TELL ME YOU'RE SORRY AGAIN. I want my money back immediately and I want this issue taken care of. I will never purchase another thing from you! I urge you to avoid Sears in anyway possible, as they do not care about consumers.

I have been a good customer of Sears for well over 50 years. I recently purchased a refrigerator and range. Both delivery dates were set. 2 were needed because I elected to have them to install the range. The refrigerator was delivered a day late because of weather. That was acceptable, but what is not acceptable is when you want to get an answer as to why it'll be late. All you get is a scripted answer about weather delay. You get nothing else.

The range was set to be installed 2 days later on 01/09/2017 after an initial delay which again all you get is scripted answer and they have no information other than "product not available". For this installation I received a call form the local installer that we're all set for Monday 01/09/2017 between the hours of 10 and 2. On 01/08/2017 I get an automated phone call saying my range was further delayed and call customer service. Don't you think a company would ensure the range is available when they set up an appointment.

I did and of course all you get is product is not available and now the installation is pushed back until 01/17/2017. 8 days later. How can a company have an installer call with a concrete date and not live up to it. Of course when you call customer service all you get is a pleasant person on the phone saying they understand and continually read the product is not available. Whatever happened to customer service staff who actually try and work with the customer to resolve the issue and hopefully get a better date and try and keep a customer happy, even if it is a bit later.

There are 2 e-mails I sent to Sears customer service and received no response that they even received the e-mail. Management just doesn't care about customer loyalty. Is it any wonder Sears is having deep financial issues? I will not do business with Sears.

I ordered the correct part for both the broken piece on the right side and the correct piece to replace the left side as well. When I received the correct pieces for my machine and I installed them, it now works like a charm. I spent almost 4 years with a defective dishwasher because Sears didn't put the proper parts on mine in the first place. And to top it off, Sears CHARGED ME for the two parts that should have been on my machine to start with. I told the Parts lady that I would NEVER AGAIN PURCHASE AN APPLIANCE FROM SEARS. She said she would not either and she recommended Kitchen Aid appliances.

They had already been without a fridge for 5 days. When I called sears customer service to redeliver the fridge, the earliest they would do it was 15 days later. I spoke with customer service several times and they never called me back when they said they would. This was an emergency and they would not help at all! They are horrible at their job. I will never, ever do business with Sears again. No wonder they will go out of business soon.

So I get my confirmation call Monday, January 2nd and my delivery window is 11 am - 1 pm (not after 4pm as I was promised). I spoke with Adele in customer service letting her know the situation, what I was promised and that I need delivery Tuesday. She tells me that it is too late to get next day delivery, but that she will note I need delivery after 4 pm on Wednesday, January 4th. She also then mentions the home remodeling options Sears has. I tell her that I am not interested. Later that night someone else from Sears calls me to talk about my interest in the home remodeling options as Adele had noted that I WAS interested.

So Tuesday, January 3rd I get my confirmation phone call regarding delivery for Wednesday, January 4th. Now my window is between 9 am - 11 am (even though I was promised after 4 pm again). I spoke with Paul in customer service, who was only concerned with reading from his script. He could not do anything for me as they don't set the delivery times. Told me that I need to tell the delivery driver when they call me the next day to say that time does not work and they need to deliver to me after 4 pm and that won't be a problem. I asked to speak with a supervisor/manager and he would not connect me to one, only telling me that he was a trusted advisor. Imagine my sheer delight at this comment. I hung up on him and tried to call the local store where I had made the purchase but the phone would ring and then disconnect. Apparently no one there answers the phone.

Wednesday, January 4th the delivery driver, Will (who was on the original delivery to me with the damaged washer) calls me at 6:30 am and I tell him, “No,” that I need delivery after 4 pm. I also mention this is what Paul in customer service told me to do. Will said no. The route is scheduled and he is not in my area after 4 pm. I plea with him to help. He said he would call his supervisor and call me back. I never received a call, so I left a voice mail, and that received no response back. I then called customer service again, refused to speak with a rep, and demanded a supervisor. I spoke with Ellie who "understood my situation" and did a very thorough job of reading from her script. I explained how everyone in her company had only given me false information and promises and no one there seems to be customer focused.

I had been inconvenienced and that someone in her company needs to make it right. She told me that I was not able to get the delivery after 4 pm because I had not paid the premium delivery rates. I asked her how she was the first person to mention this to me, and asked why I even had to pay any delivery fees at this time for all the troubles. She said she would send an email to the delivery department noting after 4 the next day since it has been rescheduled (which I will add was by the delivery drive and not me). She then told me that it didn't have to be me home, but anyone over the age of 18. Really, if I had the ability to have someone there, why would I be having this conversation, I would have accepted the delivery on Tuesday...

The washer was finally delivered Thursday, January 4th, almost one week later. I was promised a time between 4 pm - 7 pm. However they called at 2:30 so I had to leave work early, otherwise who knows how long it would have been? So in theory, no one at Sears cares about the customers. They all make promises for other teams they cannot fill. You are left to deal with three departments: the store associates that sell you the products, customer service who only reads from a script and over promises, and the delivery people, who are mad at customer service and don't go out of their way to help with anything. Needless to say I will NEVER buy another appliance from Sears and will urge anyone else to take their purchases elsewhere, which is a real shame since my grandmother worked and retired from Sears after 30+ years.

I moved to the house recently and removed the old washer and dryer by thinking, that I will buy new one... Now I'm living with kids without washer and dryer for the last two months because of me choosing Sears. Being family person and with two little daughters how can I live without washer and dryer in home? In the last few weeks I had spend more than 10 hrs with your customer service time following up on this order... and no one has provided me an optimal solution... And finally I got a case manager. She claimed that she will provide me some solution and failed to do so... she suggested me to take different washing machine and when I asked for the delivery confirmation on one machine, she herself was not sure on the date delivery. When everyone enjoying their vacation I was not able to do so because of this.

Sears representatives were explaining me that there was manufacturing delay. I don’t know how come suddenly LG coming into play. I was not told about manufactures when I went to stores on the day to buy... if there's a delay/issue between LG and Sears it’s not my problem... I came to sears not went to LG. You know I'm shuttling between laundry and my home on alternative days for washing our clothes... and wasting time, money and energy. Can you imagine the amount of frustration I'm going through now. This is going to my last purchase in Sears. Please do think twice before going to Sears for any purchase.

The technician actually made a call and got it straighten out on his end to actually do the work. This is the second refrigerator they replaced. The first one and this one is doing the exact same thing as the old one. I have had them numerous times not show up in the past and today is first time a service guy actually ever called before they showed up. DO NOT BUY FROM SEARS!!! Go to a local appliance company to do business.

So we had waited 10 days just to have someone confirm what we had already said. As a result, my wife had to make several trips to the local laundromat where she spent over $80.00 to wash our clothes. We received the new hinge December 22nd, 2016 so I called the Repair center again and they said they could not move our service appointment up due the high volume of service requests in our area. I have called several more times in an attempt to get the repair moved up sooner to avail. I also inquired if I could change the hinge and was advised that if I did the door and associated parts would no longer be covered under our agreement.

It simply does not make any sense that we should have to wait 30 Days to have a hinge replaced. Thank God I didn't need a refrigerator or furnace repaired. We, like so many others, paid for our protection agreement in good faith. This has been an absolutely frustrating experience. Sears brags on your agreement website that you offer the Guaranteed BEST Coverage in the industry. This obviously does not take into count Total Time of a repair. Your website also states, "If we can't fix your kitchen or laundry appliance on our first service visit, we'll provide rental reimbursement up to $50 if your product is unusable." This was never mentioned by anyone on the phone or by the technician. I must have spoken to a minimum of 15-20 different representatives on the phone while being passed around like yesterday's newspaper. I would think we should qualify for the $50 reimbursement fee to cover the laundromat costs.

Today, January 3, 2017, we take another slap in the face as our Service appointment was moved back 2 more days. After already waiting nearly a month to get a simple hinge replaced on our washer. I had been previously told our service request was being added the Sears Sooner Service list which appears to be simply a pacification and with no real value. I feel the promised $100.00 should be honored as we have spent a minimum of $80.00 now at the laundromat since we opened our service request. I further request that the $100.00 be sent in the form of a check. I have been a Sears customer most of my Adult life and will never purchase another Sears alleged Service Agreement. Furthermore, I will likely discontinue purchasing any Sears home appliance product going forward as well.

This follows on the heels of our last experience w/ Sears. On Feb. 14th we purchased this refrigerator, a Kenmore French door bottom freezer. Nine days after delivery it died. We immediately called customer service, a Thursday morning, and were told the earliest a service tech could come out would be the next Tuesday and that food spoilage was our problem because we had not purchased the extended agreement. We used dry ice to save our food. We had another service company look at it and Sears had a sold us a unit with a defective plug, no ground. I promptly went to the local Sears and informed them of our predicament and they switched out units for us. Again, the local store has been helpful and courteous. I only wish Sears customer service was.

The next available appointment was then Jan 9... almost a week! I now understand why many people say that Sears is a dinosaur... a dying company! The only thing carrying them are their appliances. But if there is no service for these appliances then why buy them from Sears? I contacted Whirlpool and they are sending out a technician tomorrow who will keep me updated on his arrival time. Now that's service!

Every day after that they would say they would be there at 9 am or so and wouldn't show until after 11 am. They say they custom order everything so it fits your bathroom perfect, but yet the new vanity was too small leaving a gap that had to be filled with a spacer which looks horrible. I had to ask the guys back to recaulk the tub because the first time they did it it looked like someone ran filthy fingers across the white caulk. When they were taking out the old bathtub and tile they messed the wall up and had to patch it which in the process they got plaster or drywall all over my brand new toilet which they didn't even try to clean up, nor did they try and smooth the wall out where they had to make repairs, I had to point that out to them and ask that it be fixed.

It's just sad when you say you are a remodel expert and I have to ask you to go over and do everything over because it looks half-ass done. When they were taking out the old bathtub and vanity they did not cover the vent on the bathroom floor nor did they try and clean it after so now it's filled with dust, dirt and pieces of plaster from all the work they did. They broke the frame on the door next to the shower and just thought it was ok to patch it up rather than replace what they broke, they also broke a baseboard and just patched it rather than replacing. The week of Thanksgiving is the first time they tried to say they were complete with the job and I had a lot of concerns about how it did not look complete to me.

They had I guess the people that release the funds call me and ask if the job was complete and at first I told them no and either the project manager's wife or the installers was on the line trying to force me to say yes it was complete even though it wasn't, I repeatedly said "no there is still work needing done" and the other person on the phone would argue with me. I thought that was very unprofessional and will never use Sears for that reason again. They left a big box of trash in my driveway over a week saying they would be back to get it. Finally 12. 31.16 we got the correct replacement faucet installed. Will never recommend. Thanks.

On December 22nd, the GE machine stopped working. We went to Sears that night and they could not come to look at the machine until December 27th. That was when the real painful experience started. The service technician could not figure out how to get the machine apart to do an inspection of the problem. After 45 minutes on the phone he determined that he needed to order a bunch of replacement parts.

When I asked him for an explanation he basically accused me of leaving change in pants pockets and it must have gotten lodged in the machine. How he could determine that in spite of not taking the machine apart is beyond me. In addition, if change in a pocket will cause catastrophic failure of a washing machine something is seriously wrong! He told me that there were no openings on the schedule and the next time they could come out to perform the repairs was January 9th. So basically we are without the machine for over two weeks. The service technician was incredibly rude throughout the call.

Three days later, on December 29th I decided that I would go to the Sears store in Cedar Rapids, IA where I had purchased the machine. I was hoping that maybe they could help me understand the situation better. My optimism was soon dashed as the appliance sales person that waited on me was ruder than the technician. He basically said there was nothing they could do to assist and we needed to work it out with the extended warranty group. On several occasions he said it "was not their problem" and we must be to blame as we must have left something in a pocket.

We had asked for a machine replacement or at a minimum a refund of the extended warranty so we could cut our losses and throw this machine in the landfill to join the Samsung. Sears would not accommodate either request. At this point we are going to have the repairs made under the extended warranty. We will be purchasing a "Speed Queen" as we have talked to many satisfied customers. We will never darken the doorstep of a Sears Store again. It is fairly clear to me why this organization is in total disarray and headed toward inevitable bankruptcy!

I did an online chat, and the fellow offered to check the store inventory for me. He returned in a few minutes, stating that he had called the store and that someone "had put their hands on" the one we wanted. He began a long "better buy it NOW in case someone beats you to it" which got a "thanks, but we're right outside of the place now" response from me. You guessed it - not a one in sight in the store, no one knew of there ever being one in stock, but plenty of other more expensive ones here. I'm thinking a salad of bait and switch, outright lies, and who knows what else.

Sears came to my house on December 9, 2016. The technician (ID **) had already been given the refrigerator model number. Upon arriving, he informed my wife that he immediately recognized the refrigerator model and suspected he knew what the problem was. Five minutes later, after looking at the refrigerator, he confirmed that the model had a faulty water line valve and that it needed to be replaced. He gave my wife the estimate for the repair: $474.43, including the $99 diagnostic fee. The written estimate advised: "If, within 90 days of the date of this declined estimate, you decide to have your product(s) repaired, a 50% discount will be applied, on our next visit to the diagnostic fee charged."

My wife agreed to pay the $99 diagnostic fee, with the understanding that she would have 90 days to decide whether to proceed with the repair; and that if she agreed to proceed with the repair, Sears would come to our house and complete the repair for the remaining portion of the estimated price: $375.43. After discussing with me, a few days later we decided to proceed with the repair. My wife called Sears and scheduled the appointment, advising them over the phone that this appointment was to complete the repair to our refrigerator that Sears had previously provided us an estimate for. Sears scheduled the appointment for December 22, 2016.

However, on December 22, 2016, instead of coming to our house and completing the repair, Sears Tech (ID **) called my wife. He informed her that he was in the driveway and that if he were to come into the house, he would need to charge us another $99 diagnostic fee. My wife advised that she had already paid the diagnostic fee and that he was supposed to be at our house to complete the repair to our refrigerator. The Tech advised that he had no record of that and likely did not have the needed parts. My wife advised that him that he should call Sears Corporate to confirm our appointment and request that the fee be waived. The Tech then did so. He called my wife back and advised that Sears would reduce the diagnostic fee to $50, but he could not come in the house otherwise. My wife advised him that he should not proceed. The tech left.

Later that day, I called to complain to Sears. They had not completed the repair as they had said they would do, and we were out our $99 diagnostic fee. Sears accepted the complaint. I called two days later, on December 24, 2016, to find out the status of my complaint. The Sears representative advised that no notes had been entered regarding my complaint. I told this new Sears complaint representative my complaint and that I wanted my $99 refunded or a discounted repair. She said my complaint would be reviewed and I would be called within 72 hours.

Sears did not call me within 72 hours. As it was the Christmas holidays, I gave Sears extra time. I called them the morning of January 2, 2017 to find the status of my complaint. The representative advised that it was still being reviewed. At this point, I advised that Sears should refund me my $99 diagnostic fee and I would go elsewhere to complete the repair.

The Sears representative, Alexis (Employee ID **), advised that she could not refund me the diagnostic fee. I asked for a written copy of my complaint file. She said she could not give it to me. I asked for the address to file a written complaint with Sears. She gave me the Sears Corporate Headquarters. I asked for the address for Sears Legal Department, she refused to give it to me. She said she would give it to my lawyer. I said I was a lawyer and would be representing myself and offered to provide my Michigan bar number. She said she could not give me the address for the Sears Legal Office. At this point, I advised that I was ending the call, and did so.

Sears has violated the agreement it had with me. They took my $99 diagnostic fee, then attempted to take a second $99 fee and refused to repair my refrigerator unless I agreed to this second diagnostic fee. As it stands, Sears has my $99 fee, but refused to complete its end of the bargain by repairing my refrigerator. I would never have paid Sears $99 for a diagnostic fee if they were not willing to complete the repair. I would have hired someone else. Sears should have refunded me my $99 diagnostic fee. They handled both my repair and my complaints deplorably.

Unfortunately before we could bring the vacuum back, (me being sick with the flu), my husband unknowingly vacuumed one day didn't know about this, so it was left in the waste basket. We went to the store to buy the part, they don't sell it. They wouldn't even give us a vacuum to use for the holidays and said there was nothing they could do. It's not like when Mr. Sears owned this store years ago. I bet the whole Sears family sold out to who knows who. It's a terrible store. Well, the "old days are gone" and so is Sears. Sears is dead to us.

Never in my wildest dreams, that something that said Kenmore on it would last just seven years. Sears has taken decades of customer loyalty, and spit right in their faces. Sears will go out with a whimper, and no one will give a damn. I am taking this 3-year-old piece of crap and making a YouTube video filling it with 80 pounds of tannerite, and blowing it to the space station. Along with it will be my craftsman toolbox, and craftsman tools. You have created the "anti Sears". Enjoy your time in HELL.

I looked online and saw the following... "To ensure the best possible customer satisfaction, orders that are over 30 days past the Expected Ship Date will be automatically cancelled. Please note that Sears Marketplace does NOT support back orders. Sellers will not receive payment for orders that are sent out after they are auto-cancelled. Please be sure to keep your inventory updated and use item level lead times to limit order cancellations."

I was furious that they canceled the order because I had been in contact with them, on numerous occasions. The Sears supervisor said that they don't cancel orders the supplier does. I told him that they cancelled the order, Dell still has it listed as being processed. I told him that their website even states that they cancel back orders. I stated that I didn't want to cancel the order because the tv was $140 less than what they were charging. Bottom line he said there was nothing he could do. If Sears is going to allow other companies to sell on their website the nation be held accountable for their actions. I will never buy from Sears or any of their affiliates again.

December 29th comes. In the evening I received an automated call from Sears delivery confirming my 6 p.m. to 8 p.m. delivery window. On Friday December 30th in the morning around 10:30 I decided to check the Sears app. Once again delivery date has been changed with no notification or explanation. The new delivery date is January 6th. Terrible follow through, no contact, quite possibly the worst customer service I've ever received for such a large purchase. It amazes me Sears still in business. After the first reschedule I called and spoke with someone asking for a 5% to 10% compensation for my time wasted and for their lack of follow-through. I was told that it wasn't a possibility.

So, the day before my furniture was going to be delivered I got an email confirming my delivery. I took off of work so I could be at the house. I waited all day for them to show up, I checked online and it said 7am to 9pm delivery time. Finally at 3pm I called to check on my delivery and they said "we are sorry but the delivery date changed to February 3, 2017". I said "when were you going to tell me this??" They said "we just did". Not only did I have to cancel my family Christmas due to no furniture, the customer service was beyond rude.

At this point, I asked them for some kind of compensation seeing as I was going to have to wait a month and a half to get my furniture and they kept transferring me to different people. After almost 2 hours on the phone, no one could answer my question about basically anything I decided that I had enough. I canceled my order all together. It's been over 10 days and I only got half my refund back. I called customer service this morning and she said, "I'm sorry but half your order never got processed as a cancellation". I told her that I specifically asked more than once when I canceled my order if it was indeed canceled and they said yes and I would get my money credited back to my debit card within 3 to 5 days.

Now, I have to wait another 3 to 5 days to see if I eventually will get my full refund. All in all, a disaster from the beginning and believe me, I am leaving out a lot of details from the original (horrible) ordering process from the mall as well because it is too much to type. I will never set foot in Sears again except to walk thru the store to get to the mall.

Oct 2014 I purchased a French door refrigerator. Months later (2015) it had to be than a year later Sears refused to service my refrigerator. They even sent the exact same technician out twice. He didn't even open the refrigerator or freezer and on the 2nd visit he ran out the house. After filing a BBB complaint Sears rebuttal was that the freezer was not clean. Mind you now I never had a French door freezer. Nevertheless, I talked to Keisha in the Atlanta Office. She even gave me her cell number to prove her concern... So, the third technician did open the refrigerator, he even showed me how to take the tray out the freezer, he determined the gasket needed replacement and he had the nerve to ask me did I want to replace the gasket.

Fast forward a few moments, we ask to speak to a manager after trying to explain it was a GIFT and he had JUST gotten it for Christmas (this was the 28th) and she calls a "higher up manager" who says no, she cannot do the return. Which we did not even want our money back, we wanted to buy what he wanted which cost MORE money, so we would have been spending MORE MONEY in the store. Nope. They refuse to do it. Say that items only in the last 30 days... that means anyone who bought anything as a Christmas gift before November 28th or so cannot return OR exchange no matter what. Not everyone waits until the last minute to shop, and it's a shame their policy is this way, especially when some people, such as us, would have been spending even more money to get what was really wanted for the gift. DONE SHOPPING AT SEARS FOR GOOD.

Thankfully I phoned a local service who showed up in less than an hour. The repairman knew this was a fire hazard and that made it an emergency. He pointed out the mistake Sears made and fixed it in less than 4 min. Kyle had left the manual jumper on - which meant the heat would NEVER turn off or respond to our thermostat. We paid $361 to Sears and I will dispute that charge with my credit card company. They will receive a copy of this letter. It is unfortunate that we now don't trust Sears. We have been loyal Sears customers for at least 30 years. Every one of our appliances are from Sears, even our grill & our lawnmower. This type of customer service is appalling. To leave a family for almost 4 days without heat is unprofessional. To leave a family in danger of their house burning down is unforgivable.

This Kenmore washing/dryer at first time used did fill the jumbo tank to the top for a couple or cloth, make a horrible noise because the lid did not closed properly. A tech came and said that I have to make each piece of cloth to wash like a ball, and it must be cotton only, polyester only etc. and not more than couple pieces to wash in a jumbo machine.

THE DRYER DID NOT FUNCTION PROPERLY EITHER, IT DO NOT DRY AT 90 TEMP. A SPECIALIZED TECH came and said the same thing. Other tech to come, had called me early before come to my house, and asking me the same question: "What is wrong with the machine?" I told him "The machine does not SPIN. I had to do it by hand and my hands are so sored by trying to spin it with my hands." He said, "The machine are electronic. It is nothing he can do." I told him that SEARS demanding a techs come four times and changed four parts of the washer before they would change or refund the machine. He told me that is not truth, what Sears says because Sears know these machines do not have parts, it is merely wires, not parts.

It was Friday, the tech, was supposed to be at my house 8:00 A.M. to 12 NOON. He never came up after the conversation. I call Sears people and let them know and the woman wrote a Sears Check for $50.00 because the Tech did not show up, neither he did not let me know he was not going to come. They sent again the specialized Tech. and he came and fixed the lit that was loused. It was the noise and he told me all the new washers are coming the same way and nothing he can do about, that I most wash only cotton, bedding, and towels not to mix different material, of the contrary the machine would not function. I did not bite that dumb story. Why I should buy a jumbo machine if I cannot wash all my cloth? I am only a person. How much laundry can wash if I cannot wash all at once?

I contact the SEARS SOLUTION at Ca. She said, that is not truth. It is Jumbo washer, to do all the laundry at once. I requested to send a female rather than a male. Women has the most expertise in do laundry, I think so. But Sears had sending the same guy. I told him the same thing what Sears' Mr. ** told me that techs most have to come to fix the machine to the point to change 4 parts before they would do something else. The Tech said Sears are lying to me, they are only tech, and the machine is Electronic and not parts to change only it has wire and he proved it to me. He open the machine inside for me to see it. He told me the same thing as before only to do small amount of cloth and the same kind cotton, polyester all the same kind by the same kind.

I explaining him that the machine does not spin. It does is filling it up, washing, empty and started over again and not do the spinning, neither it stops at least I disconnect the machine from the electrical outlet - that was suggested by a person in Philippines to do so. The same tech. show me to use a very little of soap and only a bath, face and wash towel and two panties and do it as dry cleaning only. It cannot be more ridiculous I have had ever heard. In my 76 years I have seeing and used washers and dryers. This man and Sears has being insulting my intelligence and humiliating, ripping and scamming me in every way possible for them to avoid responsibilities.

I had contacted again the SEARS SOLUTIONS, THE MANUFACTURERS AND Couple them, one in Arizona and other in CA. have had admitting to me not understanding why Sears do not change this machine for other it same to be lemon, A defective washer. The rest of the people who answering my concerns in USA, Philippines they say I do not qualify for returning neither for refund because let 30 days go before installing. The guy refused to install it at time. Note: I had paid 5 years guarantee in case something could happen with the machine I will be able to change it for other or returning to the SEARS if it were not be able to be fixed.

I contacted Sears Solutions again and the answer was I do not qualify for anything, I have to keep the dumb washer. I decided to seek government help and call the GENERAL ATTORNEY IN WASHINGTON D.C. They gave me the phone number in New Jersey, DIVISION OF CONSUMER PROTECTION. Phone # is 732-929-2105. I had meeting with them, but their results is that they cannot do nothing for me because Sears refused to deal with the government. And they and SEARS had sending a mail to them that I was fresh with them calling the tech a liar. Well the tech also said more than once that Sears are lying to me, and that all new washers not only KENMORE ARE THE SAME PROBLEM. Even his wife has one of this new washer is also as frustrated as myself.

So, the Consumer Protection got another appointment to send again the tech but to use a three way phone conversation while he is explaining me in my home the washing issue. The tech refused to do so, and he did not show out to do so, I waited for him again from 8:00 a.m. to 12 noon, not show not called me, so I called the Solution again and the tech contacted me so med telling me that he is not going to use a three way, neither he is going to come again because the machine is the not a problem that he has had told me what to do. I said that he is out his mind. I am not going to pay all that money for a LEMON machine.

The last action is that a SEARS woman named ** a Customer Advocate Unit 8380 North Sears Home Services at 1324 Wyckoff Rd. in Wall Township, NJ 07753 phone # 732-256-3899 telling the Consumer Protection that I was verbally abusive by calling the tech by his real name, a Liar, because the machine is still not working. The only he did was open the machine in bottom of it to let me see the machine is Electronic and not parts to be changed neither to be able to fixed, because all the new washers are not good and nothing can be done about, because inclusive his wife is having the same aggravation as I also having. It does not help my problem. He was the abusive one when he pull my shirt I was wearing the first time in very rude manners as it was my fault.

The only solution the CONSUMER PROTECTION HAS FOR ME IS TO GO TO SMALL COURT BY MYSELF, BUT I NEED A WITNESS THERE, I DO NOT HAVE ONE. Consumer does not protect nobody. It is a wasting time going there. I hope you can do something about it. You have all the information of many complains from Sears and the government same to me are protecting those criminals instead the customers that are who are paying their salaries to do what? Nothing. I have to work for my money for SEARS people to live on my money. I need that machine to be moved out my house. I am needing a Washing machine, not a dryer machine that is using a lot of water and electricity.

Please, help me. You know I am telling the truth. The machine is not good, it does not doing the job, only it those is DRY CLEAN PANTIES. WHO NEED A JUMBO MACHINE TO DRY CLEAN COUPLE TOWEL AND PANTIES? And the cloth come dirty as it went too. Hoping you can do help to get back that machine to SEARS. I have had not pay them yet for the machine. I have had a SEARS credit Card but I am not want and not supposed to pay for something I cannot use. Also I had pay over $700 in extra guarantee. I also contact the Guarantee and they said: "Be willing to cancel the guarantee but not to return the machine." I need the room and the money to buy a good washing and drying machine - not a jumbo tank machine to dry cleaning panties and couple towels. Thanks for your services. I need your help the soon as you can. My utility room is too small to keep something that has no use for.

I informed them that he did no work. Only took a photo and they told me that they trust the work and word of their service providers and it was a he said she said situation. I offered to send photos and video that would prove that the claims he made were false (Control panel burned up - inside metal tub cracked - machine powers on fine, fills and drains fine, no cracks in the tub) but they said that was not part of procedure. Procedure is to collect your monthly fee, have you pay out to fly by night contractors and verbally abuse you over the phone and then let you know "you'll be sorry" when you call to cancel. I will never shop Sears again, when I have for over 30 years. I agreed to take the post call survey after my verbally abusive cancellation call and the woman refused to hang up to allow it to go through. PLEASE listen to the reviews on this page and you will avoid a whole lot of aggravation.

I call the store again and after almost 45 min on the phone they tell me to call sears.com customer service. There I am told that it was supposed to be delivered on Dec. 21 and to call the store for status... Umm no someone needs to tell me what is gong on. Finally the manager tells me they have to send an e-mail to find out status.

Today I received an e-mail stating "we have checked" and the item is not available and to call the store regarding status. I call Sears.com to cancel the order and am told they have to send an e-mail request to request the cancellation. I insist to talk to a manager and after holding for 10 min she initially starts the conversation that she has to check the status of my item... I stopped her and insisted it be cancelled immediately and my card be issued a refund immediately (we are talking about $1,000). I was placed on hold then cut off.

I have never had such a horrible experience with trying to get my money back. If it was money I owed Sears they would have retrieved it within a few days or raised all kind of heck. Needless to say I did NOT reorder the pool table. I wanted absolutely NO future dealings with Sears. I was so disappointed with the entire exchange. It's no wonder Sears is not as popular as it once was and I would not be surprised if their doors closed.

Sears’ solution for his mess was to exchange the refrigerator. I need a refrigerator, so I am not giving this one back. The store manage took $50 off my bill. I wanted $200 off of my bill. $50 does not cover the plumbing bill, not even close. I will not buy any appliances from Sears again. I always had faith in Sears. We always shopped there growing up. It is not that Sears store anymore. They just want to sell sell sell, and not concerned about doing right by customer.

But then I decided to see after if it was out of stock and it is not. So he lied to try to get me to spend more money. I am so disappointed in this company. A lot of people warned me about how the standards of Sears has been bad. I did not believe it until now. I have been a loyal customer for over 20 years. I needed all new appliances since I am remodeling the kitchen so they just lost thousands of dollars for their dishonesty.

Stop hiring incompetent people. You have lost your business edge and the employees are all incompetent in Atlanta. I will not use Sears appliance repair again. I don't really care if someone in the Philippines or Colombia answer the phone or schedules appointments. What I care about is I can't contact a manager in Atlanta who is in Atlanta to give feed aback on HORRIBLE service. I cut up my Sears card five years ago. This is the last straw. They are incompetent. Just like all Chicago-based things, corrupt and incompetent.

Sunday morning I received a message that my delivery would be delayed which was nice after waiting from 11-6 the day before. On Monday I tried to call about delivery and was on the phone for 2 1/2 hours. Was put back to delivery and then was told that my products (which I ordered a month and a half ago) were not available and they have no idea when they would be available. I asked why I received notice from delivery and also the delivery man called not once but twice so exactly what was it that he was going to deliver. I never received a response or any type of answer as to when I would get my products which I paid thousands for. I paid for thousands for these items over a month and a half ago and still have nothing. Wasted 9 hours of time and still do not have an answer. Sears has my money but I am just supposed to wait for my items who knows how long.

All this time I am calling Sears. They say they can't do anything since the other company had already opened a ticket on it. So I email the international company and they say they are sorry and offer me 50$ for the trouble. I call Sears again. They call the other company and tell me that they just ordered the part on the 13th and that I would be contacted no later than this Friday. Well it's Saturday and I am still awaiting a call and for someone to fix my washer. I will never shop at Sears again. This is horrible service for what I paid for the washer and extended warranty.

So, service will come out and place another part order, and we will wait another 2-3 weeks for the part and yet another service call. Is this right??? 3-4 months without an appliance??? I feel like I'm getting the run around. Service should be much faster. Why does the appliance have a code and technician troubleshoot, when the technician can't even order the part. If they are low on help, wouldn't it make sense to have the part here for the service man to install??? What can I do? Any suggestions???

UPDATED ON 01/25/2017: I have been dealing with Total Home Warranty Protection regarding a claim on my Maytag washer from 12/10 to the present and to date I have not yet receive the agreed amount to replace the washer. When I told the rep that I would prefer the check opposed to the replacement which was not the exact model or the same features of my previous one she seemed annoyed and had no right. I should be as I am still waiting had to purchase the washer out of pocket, still pay for the warranty service. This makes no sense to me. Something needs to be done with the warranty companies stating excellent service and no hassle on claims. It is a crock. But as the consumer if we keep allowing it we will continue to face it.

At this moment, my 3rd appointment (12/23/16) has turned into a repeat of my 2nd appointment experience: waiting around and just receiving a notice for my appointment window being pushed another 2 hours in the same day. I implore all: Never use this service or even bother talking with Sears repair people. Don't waste your life, hire someone local and bite the bullet to pay whatever they ask. Screw it, just buy another machine(s). Nothing short of free lifetime service (including parts and labor) and Sears NEVER saying something along the lines of: "We're sorry you are dissatisfied with our service..." would change my mind in considering to use this place again. Cheers.

We called only to find out that they had no record of our purchase (I have a print out from the bank that says otherwise), that they had scheduled a repair on an ice maker in a microwave, that they rescheduled that service without taking any notice of their ridiculous mistake and at some point shortly thereafter, canceled the service call. At no point did they bother to contact us! At this point, we are back in a 48 hour wait to service a repair on a refrigerator but have been told they cannot make this repair in any timely fashion. If this is the best Sears can muster, their financial woes make perfect sense to me. DO NOT PURCHASE FROM SEARS!!

Updated 12/27/2016 - This is a follow-up to a previous review. After much online complaining, multiple phone calls and reports to consumer service agencies, we did finally get a service person in our home to attempt to repair the unit. He told us that this unit has had chronic issues with the ice maker due to faulty manufacturing (a hose that is engineered too short). However, the unit is still failing to produce sufficient ice (though it is no longer flooding the kitchen). The cubes are very watery and immediately freeze together or to the bottom of the tray. The amount of ice shown is 48 hours worth of "production". The Hometown Sears claims no culpability in this issue, although they sold us a machine that appears to be known to malfunction and failed to register the expensive service contract they sold us, resulting in months of delay in repairing the unit. Again, do not purchase from Sears!

Finally after 10 more minutes (I'm on lunch hour by the way), she, representative turns around to say "you have to go to merchandise, pick up to get your item," and then left it at that. A customer had to tell me exactly where to go so I said "thank you sir," loud enough for her to hear because she obviously was not trying to help. I really feel that was poor customer service because she was overwhelmed or she was having a bad day but that was not my fault either way. Then I get to Merchandise pick up and a customer said he had been waiting 10 minutes and no one had assisted him. I asked another employee and he was in tool department with a line of about 10 people and unable to help. All in all I went to Sears on my lunch with no success in doing what I was trying to do.

GE tech came and he discover that they did not pull out the stopper from the drain tube. After that we started using it. We discover a huge sigh of leaking on the ceiling on basement. After that we checked upstairs. Since our kitchen is cover with vinyl the water was going under. The damage was crazy flooring and cabinets. We called Sears again they blame GE company for that. GE company sent the tech right way, The funny part he took out the undercover and discover the installation of the tube that put the water on machine was done wrong and leaking like a faucet. He closed the water on my home and told to called back Sears. I called Sears and they blamed their third Party company that they sent "Economy service". They came and fixed the problem and kept saying that they could not do the test in the beginning so they did not think will leak.

After that I called Sears and They gave us a claim number for our case followed by Sedwick company. They promised to solve this issue between 1 to 2 months. I sent all the documents and information that they need it. The funny part of that was every time trying to call my case agent she was off for the day or away from desk and few times talked with her she trying to calm me down that she is working on it.

After over 2 months I started to worried. The case took too long and nobody called. I called her back so many times, finally she answered back and told me that She want to listen again to my story since she was very busy and forgot my case and told me by Wednesday this problem is solved. (Talked on Friday), Today, Tuesday came home found a letter on my mail were saying That my case is denied since she cannot find any problem. And Sears does not cooperate with "Economy service" Company And They did not sent any tech to my home. So who came to my home dear Sears. The ghosts?! I think the Ghost is your company. Ghost company.

So guys beware. Do not buy their insurance. Is just to take money from you and you never will know with who you will deal over the phone. As for me I will fight hard to solve this. I have kids and I do not want that mold to destroy them and working hard to keep my home. So I am not allow Sears and their third party companies their jokers to play around. The most unqualified people I never ever seen. Start from customer service and up. I hope to read before you do something that it going to cost you more.

When I had the work done, I asked for the parts back and it turns out they did not replace the valve stems at all but a part that screws on - on the outside and the cap and the valve that goes inside the stem. They charged me a whopping $10 each!!! I get home and I am looking at these things and it is totally bogus that they told me they had to be replaced. If the existing ones were worn out or not functioning the TPMS light would have gone on and I can replace them myself probably for just a couple of dollars. One tech was telling me who they can rust out - problem is they are made of the type of metal that does not rust! Oh yeah - they show zero signs of rust too! So as far as I am concerned it was just a bogus scam to squeeze some more money out of me.

I had told the guy the day before when I was there - that I did not need an alignment being as I had recently had one done and had not hit any large potholes or anything that would throw it out of alignment. There was a different guy there the next day and he had put some type of contraptions on the wheels, front and back and told me I needed an alignment. I knew this was bogus and told him I had an alignment done not recently. So he tells me, "Oh well, this is just preliminary"!!!

What a total scam! Preliminary? It was only, "preliminary" once he found out that I had recently had one done. So then he tells me he does not know for sure until he actually gets the car on the alignment machine that the things on the wheel were simply some "preliminary" check. So I said, "great - so lots of people are paying for alignments they don't need then" and he tells me, "no - 9 times out of 10 it's accurate". My response was, "so then you admit 1 out of 10 pays for an alignment they don't need?" and of course he starts saying no, no that is not the case but as far as I am concerned IT IS THE CASE!!! HE SAID so in his own previous words! I am sick and tired of these mechanics always pumping up the prices in a dishonest manner!

Today 12/20, I reached out AGAIN and customer service told me to "contact my bank, it was refunded back to the card you used"... I sent him the code for our chat and explained to him that I CANNOT access that card (for the 3rd time)... He said a check was not being sent and kept telling me to contact my bank. I will NEVER order from Sears again. LIARS!!! They will tell you what you want to hear just so you can "be satisfied". LIES LIES LIES.

It's been 5 days and when I called back today I was told it will be 72 hrs before they can tell me where my money is. Christmas is in 6 days and I don't have $280.00 more to buy another gift. Sears ruined our Christmas and treated me like it's my fault. I called the CEO and no one called me back. Now I know why no one was shopping in Sears when I was there. I turned this in to the BBB and I'm telling everyone NOT to shop at Sears. They need to fire that CEO and get someone in there who cares because at this rate Sears won't be around. I will never shop there again. I have been a loyal customer for 40 years. I guess Sears don't need loyal customers anymore. Worst treatment I've ever received from a store.

Called Sears again. The original tech showed up on 12/13/16 and told me that part was also bad. He informed me that the parts are all refurbished and that he would try to get me a new part. New part arrives 3 days later and the other tech arrives to install. Turns out this part is also refurbished and after another 2 hrs, I'm told yet again that it's another bad part. I call corporate right away and they tell me to call them tomorrow at my earliest convenience and they'll advise if I qualify for a "remedy". On top of having to juggle my schedule around, lose money and rush around to pick up their delivered equipment before the management office closes and to make their appointments (because of course they only work M-F), they broke my dryer vent and asked me if I had an old rug or towel that they could use to work on. I WILL NEVER BUY FROM SEARS AGAIN.

After 20 minutes of back and forth all they can tell me is I'm not getting the item and it's not their fault. This was being sold by another company on their site and they won't do anything to help me or fix the issue. It is now 5 days until Christmas and I don't have time to reorder this item and have it by Christmas. The Sears rep got rude with me when I told him I was still unhappy and planned to leave a review. If you sell something on your site and make promises you need to back them up or make things right.

Subsequently, I filed an insurance claim with Sears. An adjuster came out. The fire department told me there was a recall on the units and possibly a sensor had failed leading to the high heat. Nothing ever came of the claim and Sears never called back. So I am going to court because at the time I was overwhelmed and upset and just gave up. I was too traumatized to put in another gas dryer. Too dangerous. I want products made in America backed with an American guarantee. Sears is selling shoddy products at an inflated price.

Finally, on October 28, the installers arrived and installed both the machines.But they didn't make it a point to check if they are working or not. They just did some settings on the washer and started the machine and left. Before leaving, they started the washer and told me that the washer will have to run for 40 minutes without any clothes. After they left I went to check the machine in around 30 minutes. On the display it had number 3 indicating 3 minutes left. But even after 20 minutes the same number was on display. The machine was making kind of noise like the door was trying to lock. So I call the customer service help line and they said they will send someone to look what the issue was.

Their technician arrived in November and after inspecting tell me he needs to order some parts and it will take a week. After a week, they call me to reschedule the technician because the part they ordered was delayed. Two weeks later, a different technician arrives and replaces the parts and informs me that he will have to order another part. After few more weeks, the same technician comes and replaces one more part with the same results, the same sound and washer not working. He then tells me that he will notify the company that the machine is not repairable and needs to be exchanged.

Two days later, I call Sears Customer Solutions and they inform me that they can't exchange the machine yet because the technician did not follow the procedures.so he will have to go back and follow the procedures. After one more skipped schedule( the technician got sick was the answer given for the reschedule), the technician finally arrives on the 16th of December. After a few calls to some of the company people, he informs me that they say they can't replace the machine.

That means I lose my money and my time that I had spent behind the machine. Since day one this machine did not work which is very stressful. I had 2 small kids, 5 years and 1.8 years and my wife was 7 months pregnant when I placed the order. It's been almost four months I could not use this machine and I had to go to the laundry place with heavy loads of clothes and my kids. More frustrating how the customer service behave when you try to get you point. So whoever reads this, please do not buy anything from Sears as you get ripped off.

I rescheduled my delivery for Monday, December 12th (which cost me a day of leave from work). When the delivery crew called us in the morning, my wife informed them that we lived on the 4th floor of our building and that there was no elevator. When the 2-person crew arrived in the afternoon (a crew that included the person we had spoken with that morning) they refused to move the appliances from the delivery truck into our apartment. Apparently, when they deliver to a walk-up, they usually bring a 4-person crew. Even though only two people are involved in transporting any one item, having a 4-person crew lets them split the work. The two individuals from the crew that showed up refused to do the extra work (transporting all the items instead of only half).

I asked why they didn't have a 4-person crew, since my wife had told them that morning that we didn't have an elevator. He informed me that he’d relayed that information to his boss, but, told to go with a 2-person crew anyway because my wife might be wrong about our building not having an elevator. I'm still undecided about whether I'm angrier about the incredible stupidity of that plan (my wife lives here, how could she not be aware of whether or not we have an elevator in our building?) or the laziness of the delivery crew in refusing to move the appliances. After some discussion, I was able to convince them to at least bring in the dishwasher and microwave inside. Unfortunately, the crew had brought the wrong microwave (even though I called several times to confirm the correct items were being delivered), so in the end I ended up with just the dishwasher.

I rescheduled my delivery, yet again, for December 17th. After waiting through the entire delivery window, plus an additional 30 minutes, I called the customer service line and was informed that all deliveries for the day had been canceled because of the weather. I missed an event with friends so that I would be home for this delivery. If Sears had informed me of the cancellation, instead of letting me sit here waiting, I could have at least spent the morning with friends, instead of waiting for a delivery that was never going to arrive.

I've now scheduled a 4th delivery date for the Wednesday, December 21st, which will require me to take yet more time off work. Even though they’ve screwed up repeatedly, they refuse to provide me with the delivery date I requested (December 18th), or the time window I requested (after 4:00 PM, to minimize the amount of time I need to take off from work). If I hadn't already installed the dishwasher (it's Kenmore and I want the appliances to match), I would just cancel the order. I would say that my experience with Sears has been absolutely awful from start to finish, but I’m uncertain whether I’ll ever actually get the appliances I ordered.

The delivery drivers were very nice. One of the drivers came in to measure the place that the new refrigerator to make sure it was going to fit. At that time he told me that they could not hook up the old water line because I didn't purchase a new water line. So, I ask why wasn't I advised that I needed a new water line at the time of my purchase of the refrigerator? Of course, he was only the delivery man and didn't have that answer. I was told that they would take the old refrigerator and put the new one in but I would have to purchase a new water line and pay someone to come and connect it for me. The way that I understood it was that if I had purchased a new water line they could have connected it for me at that time. Here I am a older female that is disabled and on a fix income so I sure didn't want to have to pay someone to connect the water line.

I cannot believe that someone from Sears couldn't have told me to get a new water line with the new refrigerator. I would have been willing to purchase a new water line but would not pay for the new water line to be put on. To make a long story short, I refused the new refrigerator. The delivery driver had to make a phone call and advise them that I refused the refrigerator and was told that I would have to talk to the person on the other end of the telephone line. I did talk to her and try to explain to her that I felt like it was Sears fault for not advising me that I needed a new water line. All I wanted from Sears was to purchase the new water line and that they could send someone out to put it on for me. No way did they want to budge at all, so the delivery drivers took the new refrigerator back to the warehouse. So here I go putting all the stuff from my refrigerator back into the old refrigerator.

My biggest complaint now is that I have tried and tried to get Sears to refund my credit card. A payment was due soon and I was not going to make a payment for something that I didn't have and I sure didn't want my credit to suffer due to lack of payment. After making several call to try to get this charge taken off of my credit card and talking to at least 4 different people every time and not being able to understand what they were even saying to me and getting a different answer every time. I was told today December 12/16/2016 that the charge would be taken off on December 20, 2016. According to the last person that I spoke with that they had no way to manually to do the refund. I accepted that and would go back and check on the 20th if it had been refunded.

Later in the day I received a phone call from a nice lady that was in a Sears store in another close by town. Was able to do the refund for me tonight. I will be checking again in a couple of days to make sure that the refund went through. I have a Sears Master Card with a sizable credit line on it and I intend to cancel and cut this card up to never use it again. I cannot believe that Sears would not accommodate me in any way to try to make me a happy customer. There are other places to purchase a refrigerator.

I go to the store with the receipt and a different manager (#2) tells me I need to bring my bank statement in so they can verify there were 2 charges and that I wasn't credited for the first amount. So, the next day I bring in my bank statement and explain everything a second time to yet another manager (#3) who says they don't need to see my statement but instead need to open a ticket to have someone look into it. Manager #3 takes copies of my receipts, opens a service ticket, and get a reference #. He said someone would contact me in 24-48 hours.

The next day I get a call from manager #3 stating that the credit was processed and the amount should be back in my account within 24 hours. No credit the next day, or the next, or the next. I gave it two more weeks just in case they had to cut a check and send it via snail mail. Still no refund. I called the main customer service # this morning (Dec.16) and they couldn't even find the purchase in their system with my phone #, Name, or anything.

They passed me along to the "Case Manager" which is just a B.S. name for another customer service dept. one level higher. This time the rep managed to find the purchase and said it appears I purchased 2 water heaters. After explaining everything again she put me on hold... twice... for a total of about 15 minutes each. She came back on the phone and could give me absolutely no information except that she said the credit appears to have been processed and that another rep would be contacting me in another 24-48 hours to discuss the refund.

So, two months after purchase Sears is still holding onto $1,045.** of mine and I yet to speak to anyone who can give me an answer or ETA as to when I will get my account credited. I will NEVER... I REPEAT... NEVER purchase anything, not even a pair of socks from Sears again. Their "customer service" is a joke. I'm wondering if I will ever get my money back.

Really, let me tell you how I am RIGHT. When I called I called the number for the Burlington VT Sears store. Each time I called I specifically asked if I was speaking to an associate at the Burlington Vt store. They confirmed that indeed they worked in the large appliance area of that particular store. When I called the same number today to order the stove and discovered the inflated cost, the manager (I asked to speak to one since I was so angry over the gross misformation regarding the sales price) told me I never spoke to anyone in his store - must have been speaking to the general "call center". Same number? First two calls mysteriously went to the "call center" where they apparently spew out misinformation, yet the third call (to the exact same number - just went to "recents" - and hit redial) landed at the Sears store in Burlington, VT.

The manager at the Burlington Sears store was worthless. Too bad - so sad if I got wrong information... not his fault. When he is out of a job it won't be my problem either, guess the folks across Lake Champlain haven't heard that the Sears store in Plattsburgh NY closed its doors several months ago. The reason? Pulling crap like this. If you want to keep customers be honest and try some integrity. Now I am looking at Lowe's or Wilsons for a stove - can't trust Sears.

I received an email informing me there was only one food loss claim allowed per year as per contract. It isn't my fault the freezer went out, and here it is at Christmas time when I have no money, after paying my property tax bill. The turkey and frozen food went bad in the freezer and I can't purchase my holiday fixings for my son and daughter-in-law who were coming to share Christmas with me. Sears has no customer service as far as I'm concerned. Their technicians are excellent, but this is the only good thing I have to say about this company.

So, I called service the following Monday and after another hour on the phone, I finally got to talk to a person in Phoenix (I live in Florida) who told me that I needed to go back to the store to talk to the sales representative. I went to the store and spent over an hour with the sales clerk as SHE tried to navigate the Sears phone system and the different people they put her in touch with. A waste of another hour. Only to find out that the sales clerk failed to tell me when I purchased the dryer that I needed to purchase the VENT KIT!! PROBLEM TWO: Sales clerk failed to tell me that I needed to purchase the vent kit when I bought the dyer.

PROBLEM THREE: The warehouse delivered the dryer without the vent kit knowing from the sales receipt that it needed to be vented!!! I ordered the vent kit for an additional $70 and was told that the kit would be delivered to the warehouse and that service would come to the house and vent the dryer. Imagine my surprise when I got a call last Friday telling me the vent kit had been delivered to the store and I HAD TO PICK IT UP AND TAKE IT TO THE HOUSE SO THAT IT COULD BE INSTALLED. When I told them that could not happen, the Sears Sales Clerk got a hold of the warehouse and had someone pick it up. The repair was to be completed on Sat, Dec 10. That did not happen. On Saturday, Dec 10, the delivery team showed up to take the dyer back to the warehouse to be fixed. They left no receipt and no expected return date for the dyer.

I called the warehouse and was told that they had no idea when the dryer would be fixed as it was not in scheduled. I had to call the store back to tell them that I needed to know when the dryer would be returned. After several more phone calls, I was told the dryer would be returned today and I would get a call Wednesday night in order to be told a time. No call came. This morning at 07:15, I received a call from Sears delivery saying the dryer would be delivered between 07:45 and 09:45 and I would receive a 30 min advance phone call regarding delivery time. During this call, they stated they were delivering an LG dryer. NO, IT IS A GE DRYER. Then, I was called at 07:45 and told they were outside the residence. I am 30 min away. There was no advance call.

Now, I am being told that the dryer will be delivered later today. THIS IS THE MOST CHAOTIC, MISMANAGED purchase and delivery I have ever experienced. Unbelievable!!! Sears needs to change its computer system to cue sales clerks about the need to purchase vent kits. The warehouse should have a checklist to ensure that dryers are completely ready for delivery. The phone system needs to be made easier to navigate for customers. Even the sales clerk had issues getting to talk to the right person. Then when I called Sears Customer Service, that person gave me the wrong email address! Screwed up system from start to finish!!! I need to be reimbursed for my inconvenience!!! How about a $250 Sears gift card!!!

A tech arrived in the evening of 12/12/16. Told me the motor and rollers would need to be replaced, which will take 3 weeks. That would take it out of Sears 30 day return policy, so told him "It is going back" (could not get Sears to pick it up). Appears Sears does this intentionally to prevent returns. Took it apart yesterday the 14th (my 70th birthday). Took it back, have to give the guy in customer pick up a 10. He unloaded all the parts, got a full refund for $1165.91 within 10 minutes. My wife finally agrees with me "We will never buy anything from Sears again!"

After 10 days, I had yet to receive a shipment confirmation email. I called Sears customer service. I couldn't understand the person on the other end of the line as his accent was very thick, and he could barely understand me. It was very frustrating. I called back later that day, and the lady was easier to understand. She informed me that they needed to confirm some information on my credit card. Why they didn't request this information before if they needed it to ship my order I have no idea. They basically asked me to confirm my name and address.

Anyhow, a day after I received my shipping confirmation email. I received my package December 13, 2016. I had originally placed the order on November 29. I opened the box to find out that one of the items was missing. Called customer service again, and they say they will check and send me an email withing 24 hours. Now I am wondering if I'll even get the item before Christmas. I have shopped online from many many stores, and never have I ran into such problems. I will never shop at Sears again.

"We don't work for Sears. We're an independent moving company." Turns out Sears is hiring uneducated and "noncitizen" individuals to deliver their appliances. These folks have not training or skills other than moving boxes and plugging things in. I you need a professional to tweak something (outlet, powerline, shims, etc.) You're SOL. Go with Lowe's or Home Depot. You'll get much better customer service and the deliveries are done by professional installers.

The great indoors went out of business owned by Sears. Sears in the Philippines is scripted and does not understand - they say sorry and that's unfortunate. I don't accept your apologies Sears. The order for a washer, dryer and a fridge - fridge never came - so if I paid for merchandise and it is not delivered when they say it will be, then you should let the customer know and give them a refund. When you deliver a washer and dryer and you don't have the parts... then don't haul away my old washer and dryer - take the new ones back. And reinstall my old ones until you have the hoses and everything you need for the install. Everything about this was terrible... don't take a customers money and not give them the proper install and the actual merchandise delivered when it was supposed to be delivered. Still waiting on my fridge Sears that I paid for!

To top this all off, you have the inexperienced and sloth-like (slow) cashiers who lack any kind of professional or considerate customer service. On multiple occasions, I've had to wait almost an hour (I KID YOU NOT, the final straw that made me write this) at the register for them to figure out what the issues (not one issue) are and they don't even apologize but rather act annoyed that this is taking so much time... Well (here comes the vent), I'M SORRY, but maybe if you knew your job well enough and your online policy was consistent with the store policy and I could identify which product is returnable, then we wouldn't be wasting each other's time!

When I call Customer Care they tell me they cannot come out for another two weeks. We have already waited two weeks at this point. So I was not waiting, then I ask for refund for installation. They tell me we did not pay for one, that she is looking at my receipt, as I look at mine and see the $75 charge, and says "installation charge." So she can't refund me. Then goes on telling me she can't do anything to help us. If we don't like it then just return the product but there will be a restocking fee. I am a disabled vet. This is the WORST customer care I have EVER RECEIVED IN LIFE. I will never shop at Sears again, I will also be sure to let the veteran community know how bad they are. Also for them not to shop at Sears.

Four more days passed still no tracking number, and still no package in the mail, so yet another call to customer service. I spoke to a guy this time, he told me my item was on back order, yes folks my item was NOT in the mail system, it wasn't even in stock. I said I want to cancel my order, I was then told I would have to wait for an email which would allow me to cancel my order. Well over 24 hours and still no email, I paid through Paypal and the system won't let me open a case against this sears order. My money is frozen in my Paypal account.

I called Customer service again but not the same department, yes I lost my cool, I have been lied to in the most appalling way. The only GLITCH in Sears system is the way they do business, they don't seem to care how they do business even getting their representatives to LIE for them. I am still waiting for the email to cancel the order, and without a shadow of a doubt I will NEVER shop with SEARS ever again. I just found the same item on Amazon, I placed the order last night, this morning I received my tracking number, it's in the mail in LESS than 24 hours of placing the order. I just wish I had seen this review site before buying from Sears, but rest assured I will make sure my friends and family boycott Sears.

After they installed them, I noticed the floor was wet after I did a few loads of laundry. I called and they sent an installation tech back to verify everything was installed correctly and yet the floor was still wet. Another phone call and they sent a repair tech out who then verified nothing was wrong with the washer but he didn't check the dryer or consider any other sources for the water.

A few days later, I'm still getting a wet floor and now a lot of heat and humidity are being put back into the room, making me think something is wrong with the vent installation. So I call AGAIN and they say they're sending out the install tech. I had to FIGHT to get them to come out before I was due to leave on a business trip and even then they still tried to push me off another two weeks.

The install technician never came. He called me and insisted it wasn't the installation, he knew these apartments and it was the apartment vent. He treated me like I was an idiot and had no business questioning the install. When I reiterated that there was a lot of heat and humidity being put back in the room and I could feel the air coming up from underneath the machine, he said the dryer was defective and I needed a new one. He basically blew me off.

I called AGAIN and had to FIGHT AGAIN for an appointment that was extremely inconvenient - I was away and had to get someone else to rearrange their schedule to be here or wait until a few days before Christmas to be able to do my laundry again. (Apparently it's OK in their world to be unable to do laundry for nearly three weeks while waiting for them to deem me worthy to be helped). They finally agree to send out a repair tech and what do you know? The installation was all wrong. The tech fixed it and no issues since. The water was condensation forming on the floor as the result of the poor installation - it wasn't connected properly and was just pushing out the humid air under the dryer. (The vent on this model is UNDER the dryer and I couldn't get to it myself).

I do not appreciate that EVERYTHING was a fight to get service, FIVE phone calls at 20+ minutes EACH - that I had to take away from work, out of my time, to deal with their full on ineptitude. I often had to talk to multiple people only to be transferred and have to repeat myself every single time. Had the last repair technician been unable to fix it, I would have been asking for an RMA on the items because the after sale support was THAT BAD. I will seriously think twice about buying anything from Sears ever again and will not recommend them to anyone else.

The servicemen arrive on time once a year, service appliances and television (2) carefully and send the report to top management that all is complete. The service men actually have been same gentlemen for years at a time and then changed when they retired. I am devastated that people do not continue to actually support Sears. Possibly they will close stores all over the U.S. I just hope they do not close our local one as there will not be a store in this town that will stand behind their appliances and all like Sears. I have even bought mattress sets from them and was very pleased with quality. I give them A++++++ for all. They have been to my family also up North and of course for myself. They have also given A++++ service to the many friends I have recommended Sears to and also buy all appliances from Sears now.

I do hope before Sears due to lack of customer support any longer goes under that all people will start to shop with Sears and try to help them pull back up before we in the U.S. lose one of the best stores we have ever had in our lives. They may have had problems in the last few years because people have started going here and there for their purchases but if people take note, try to buy from Sears at every opportunity, give them a chance to pull up even if they have to downsize for years to come until back on their feet financially, so we can keep Sears Roebuck in the U.S. as a place we know we can count on.

About a week later I got an email from Sears saying to call customer service. I did, and the heavily accented person could barely understand what I was talking about after I read the Sears email to her again. I told her again that it said if we cannot locate the gift card, which I already told her and others we could not...

I could go on and on but it is not worth it. We or may not ever get our $100 back. It wasn't until I found this site that I see that 99% of the people give Sears 1 star. NO DOUBT. Their systems are awful, so bad I have no doubt they finally will go out of business. I even worked at Sears while going to college a very long time again. Good company then. Good grief is this what happens when you cut costs to the bone and outsource what should be American jobs to India or wherever these calls are going??

So they delivered a second time another damaged refrigerator!!! This time they took pictures and they said that next time they will bring a new door for the refrigerator and not exchange it!!! Well there has not been next time as they still keep trying and lying to us that they will deliver the refrigerator, having us stay home all day long and they never deliver. This has been going on for 4 weeks now. Deplorable service by Sears and XPO.

Update. On Sunday morning I was supposed to get the refrigerator door. Although It has been 4 weeks already that I was supposed to get a functional refrigerator, even 4 weeks late finally I thought I was going to get the door!!! Well I got nothing, only being threatened by the delivery men by XPO because I had called the Sears outlet to complaint because the delivery which was supposed to be completed at 7 to 9 in the morning had not yet been delivered. I received a call by the driver who threatened me stating that I should not have called and complained about him to Sears outlet. I had to be home the entire day Saturday waiting for delivery that never happened, only to be threatened because I called at 8 at night to complaint that my delivery had not arrived.

I feel like I am dealing with a group of people that want to intimidate their customers. This is a warning for anyone that purchases from the outlet store at Naperville as they are not willing to serve their clients, they are totally indifferent if the delivery takes place or not. At some point they asked me to contact XPO directly although I never signed a contract with XPO I signed a contract with SEARS!!! Unbelievable unfriendly service. I am still waiting for my Door. Next action is to contact Corporate SEARS on Monday and the corporate headquarters of XPO, I assume that their senior management will care for the service they provide to their customers.

Updated on 12/12/2016: Update on Monday morning December 2016: This morning at 8:50 I received a call from the Sears outlet manager at Naperville. She did not care to ask me about my experience and she did not care to deliver the door that I have been waiting for 54 weeks now. She cared though about the negative feedback, and only that. In fact she claimed that she is responsible for what is going on only in the four walls of the outlet store, claiming that the deliveries is not her responsibility. It is very strange when one thinks that they paid Sears 85 dollars to deliver the refrigerator to their house. She claimed because Sears subcontracts the work to XPO that Sears is not responsible for the delivery service experience. I will make sure that I mentioned that when I get in touch with Sears corporate.

To make a long story sort she said that she is willing to pick up the refrigerator and give me a refund, what a service!!! Basically 4 weeks later she has offered to leave me without a refrigerator as they have already picked up the old one!!! What an offer. I am still waiting for someone to deliver the door and I will keep updates coming for as long as Sears outlet acts with such indifference to their loyal customers. Sears can't afford to disregard their customers like that, and I will expect that people at the corporate offices will be very interested to know the behavior of their managers at their stores. I will be more than glad to let them know how I have been treated.

The dryer worked fine for about 3 weeks and then stopped working. We had to wait about a week for a service tech to come out and had to use a laundromat during that time. We were having the same issue we did initially where we would push the start button and nothing would happen. The same service tech came out for the 2nd service call on October 17, 2016. He replaced the thermal fuse again. This was done at no charge.

The dryer worked for about 2 weeks and then stopped. Same issue - would push the start button and nothing would happen. This time I requested a different service tech. The service call was scheduled for November 11, 2016. The morning of this day, Sears called me and said that another service tech would not be in my area on this particular day and that Sol would have to be the service tech again or we would need to reschedule for Monday, November 14th. I informed Sears that Monday would not work because I had to be at work and I would prefer to just have Sol come so I could get my dryer fixed before the weekend and that I was tired of having to use the laundromat.

I received a call later that day and it was not Sol. I do not remember this tech's name but he said he would be the one coming out that day and that it would be later in the afternoon. Each time we scheduled a visit we would be given a time frame of anywhere from 8-5 so I would have to leave the whole day open because I would not know when they would be coming.

This service tech also replaced the thermal fuse and recommended that we replace the aluminum flexible duct with a rigid metal one. We went to Menards the next day and bought and replaced the duct. The tech told us that the reason the thermal fuse kept going bad was because the dryer was getting too hot and he felt the reason it was getting too hot was that there was an issue with our flexible duct and air flow. This duct had been on the dryer for 10 years and we had never had problems with it before but we went ahead and replaced it with a rigid one. We used the dryer on Sunday and it worked fine.

When I came home on Monday the first thing my daughter told me was that the dryer was not working again. Same issue - push the start button and nothing happens. I immediately called Sears and told them I had enough. I had spent 3 days of my time waiting from 8-5 and they had replaced the same part 3 times and the end result was the same but each time it seems like the dryer lasted less and less time. The women I spoke to was very nice and said she understood my frustration. I told her I would like to have my money reimbursed and I would go and buy a new dryer since the service techs were not able to properly diagnose what was causing my dryer to get too hot and ruin the thermal fuses. She said I would hear back from Sears in a couple of days.

On November 15th 2016 I received an email from Sears stating that they were unable to give the full refund on the dryer and if I purchased a new dryer from them they would give me 10% off. This message was from Sears Member Services and it came in at 11:42 p.m. so I did not see it until the next morning. The email was not clear to me because it stated that I would not be receiving a full refund but perhaps I was going to get some of my money back? I called the phone number at the bottom of the email which was 800-479-6351.

My case number on the email is # **. I was told that I would not be receiving any money back. I told her that was bull because I had paid them $183.65 to have my dryer fixed and after spending all that money and wasting 3 days of my time, and replacing the same part 3 times, I had a dryer that was doing the same thing it was before I even called them. This person (I do not remember her name) in my opinion got an attitude with me when I told her that Sears could make this right or I would dispute this charge with my credit card company.

She said to go right ahead, that I would not be getting my money back because they had provided a service and I couldn't dispute that fact. $79 of the charge was for a diagnostic fee and the tech was able to determine that the thermal fuse was bad but after 3 visits they still had not diagnosed why the thermal fuses are going bad - what is causing the dryer to overheat. The rest of the charges were for replacing the thermal fuse and for the part which I am sure I have another ruined thermal fuse in my dryer and this last time it only lasted 2 days. I feel the fair thing to do is to return my money so I can put this towards a new dryer that I will NOT be buying from SEARS. THEY HAVE LOST A CUSTOMER FOR LIFE AFTER TREATING ME THIS WAY!

As I write this, the charge is under dispute with my credit card company. Because the service was provided it has to quality department and I have been told that this can take up to 2 billing cycles before resolved. My credit card company has removed the charge from my account at this time until a resolution is reached.

I called the service number and they sent out a tech from A&E Factory Service. His name was John, ID # **. He stared at the door for several minutes and jiggled the hinges a little and told us there was no adjustment on the door he could do but admitted it was losing heat. So his visit was a complete waste. I had guests from England for Thanksgiving. This was their first Thanksgiving in the USA and I had it planned to the last detail. Needless to say, our dinner plans went out the window. John suggested we go back to the store which I did. I spent a week going back and forth with the manager, Jacob **, who achieved nothing for me and made a lot of excuses about not being able to contact his district manager etc. Finally after a week he phoned to say that he'd spoken to the tech and that yes my oven was losing heat but it was quite normal and there was nothing wrong with the door. What a crock.

I called the service department again and asked for another tech visit. This guy, I think his name was Kendall, was superb. He looked at the door for a couple of minutes and knew exactly what was wrong. He fixed it within ten minutes and calibrated the oven to make sure it was operating correctly. Had I not pursued this matter and asked for the second tech visit, Sears would have left me high and dry. When I pointed out their "no hassle - no lemon guarantee" I was referred to the fine print in the NO LEMON GUARANTEE section. It says they will replace the covered item after 3 separate product failures and a fourth repair is required. What part of NO HASSLE don't they understand.

My experiences at Sears were humiliating. I'm appalled at how I was treated and will never step foot inside a Sears store again. I don't take lightly, the money I earn and spend. I fully regret having spent a single cent at an establishment that looks down on hardworking mothers. Maybe Sears should hire workers who understand more than a life served on a silver platter and security guards who can read people and situations better. 0/10 would recommend.

Then, my advice for you is simple: Do not buy nothing from Sears, not even appliances, not even repair services. Warranty plans and protection agreements are not as good as they may sound, technicians are not even trained to make repair, they use refurbished parts and charge customers for "new" parts, and Kenmore, Kenmore Elite, and Craftsman brands are just 1 year warranty brands. Believe me, they are gonna start failing and Sears is not going to repair them, not even replace them!

I can assure you, you're gonna lose your money buying those. Sears is the worst you can choose. NEVER, EVER buy small appliances as power washers, self-propelled mowers, vacuum cleaners, blowers, weed whackers... All of these things are even worse than bigger appliances, and in-shop service is totally a mess. Used to receive customer calls telling us "My weed whacker is lost for 2 years when I dropped it off at the local Sears store, do you know something about it? Are they gonna replace it?" Try to use local providers. Don't even buy nothing from A&E Factory Service. Still being Sears. Then, try not to buy nothing from American Home Shield. They are going to send you these Sears technicians. It's up to you. Just an advice.

When I escalated to a supervisor, I expressed my frustration that I have now lost 2 work days of income waiting on a botched delivery. I asked for a discount on the invoice total to which the response was "we don't do that" Nicole ID# **. My concern now is it appears my order is split and I have no confidence that my appliances will be delivered in whole come Monday 12/12/16. What a mess. I would give them 0 stars if possible for the customer service experience I have witnessed with Sears...

A call in December of 2015 left us with a promise from the representative to check with the manufacturer to see if they could do anything about the $500 labor charge that was quoted to us to fix. Unknown to us, the customer representative, who never got back to us, closed our case because apparently the $500 was a limited time offer. Well, we spent most of 2016 spring and summer trying to get Sears to call us back again - "they were in their busy time of the year". Too busy to take care of customers who have spent well over $50,000 with them over the years. Nice.

So, I finally wrote to the MN Attorney General. Now I got some action, but guess what - Sears portrayed everything as our fault - not that they never followed back up with us, not that they made us chase them phone call after phone call, not that they couldn't possibly waive a $500 charge - a fraction of what we've spent with them over the years. In fact, they tried to make my husband out as a gold digger just for asking that they waive the fee. We did eventually get part of the fee waived - around $200 - oh and by the way, it had gone up to $600 by the time they ever called us back. Well - I certainly hope that $400 was worth it to you Sears, because you lost my business completely! No more home improvements with you, no retail shopping, no nothing connected to your line. Customers deserve respect and people who are genuinely interested in doing a good job for them. Sears is NOT that place.

Finally they came and offer $290 dollars as credit to my account for the issue that I'm having that it will take 24 to 48 hours to give me credit. I have called several times about this issue and all I get is the runaround. Here is 2:30 AM in the morning. Losing my sleep over this. The reason I purchased this expensive bed is because I had a heart procedure and need this type of reclining bed. I recently went to the Brea Mall Sears and try their bed. Exact model, very quiet, does not make the noise, so when I call and spoke to rep telling me to call manufacturer.

When I purchase this bed at Sears in Whittier I was told by sales rep that I had 30 day to return the item if for some reason I was dissatisfied with the purchased. I have asked for Supervisor or person in charge and they tell me "I'm the Supervisor" which is a lie. They would put me on hold for a few minutes and will come back and offer me a credit to my account for $290. Which I have not seen yet. They keep telling me "wait 24 to 48 hours". Well 48 hours is due today at 8:00 AM, which I have a gut feeling that they are going to tell me the same outcome.

I used to think highly of Sears. I have always purchase my Craftsman tools from them for over 30 years. This is bad CONSUMER CUSTOMER SERVICE. A STORE OF THIS CALIBER TO BE SO UNPROFESSIONAL. The picture I'm attaching is the first problem I had with the top mattress. 2nd problem is with the base, which still needs to be resolve. I'm losing my sleep over this ordeal. I don't need this. I have a Heart condition and all this is doing is aggravating my situation. I sure hope to get this resolved today otherwise I'm going to take action against Sears. Enough is enough.

The second contractor called Sears and Sears told him to install a 50 gallon heater because the only 80 gallon or larger heaters made today are hybrids, which cost more. I told Sears I wanted an 80 gallon, and not a 50 gallon because that is what I have now. They said that was an "upgrade" and they won't pay for an upgrade. So I canceled the service because they won't give you the same quality and then you have to pay for installation (oh, I forgot, installation is a "code upgrade"). This company is dishonest. Stay away from them!

So I tried to call the number back, my call was ignored 3 times. I then called customer service where someone in another country told me they came to my house and no one answered the door. THIS IS COMPLETE LIE, my in laws were over and completely awake waiting in our living room. This person reassured me they could come back today by NOON. It is now past noon and I have heard nothing. Unprofessional, and liars. I will never trust Sears again. If they can't handle a simple repair how could they handle anything else???

The installation company called us to schedule the delivery and installation on December 7th at 8:30 AM. I took the day off on Wednesday December 7th to be available to receive the dishwasher. The installation company called us to inform us that the Dishwasher still had not made it to the warehouse. I called Sears customer service delivery service. I was livid and very angry. First because Sears never took the time to inform us that our item was not delivered. Second because customer service was incompetent to provide me with the service they guaranteed they would give me.

My husband and I took 2 days off. These were days off without pay since we are self-employed. No one went out of their way to try and compensate us or try to find out if the item was available in one of their stores or try to offer us anything that would make up for their mistake. I felt like I was talking to a machine ready a script. A person who no matter what did not care. We found out that the Dishwasher was not going to be available for delivery until December 15th. That is 10 days later than the agreed upon delivery time. Considering the two experience I just had I felt there was no guaranty that the dishwasher was going to be delivered as promised anyway. I canceled my order. I was very upset and pledged not to shop at Sears ever again.

All of this had taken about an hour with a lot of frustration on my part and the delivery crew which were fine except being frustrated they couldn't continue with deliveries. I was not going to accept the new without the old leaving. I did not care if I had to send the item back. While I was on hold for Sears the delivery crew assumed we were going to get this worked out and loaded the old item in their truck. Sears was no help and rather than unload the old and repack and load new the delivery crew took the old away. Going out the door I paid them 30.00 which they had earlier refused.

Later in my frustration I called Sears customer service to complain and now understanding representative waived the $25. This could have been done an hour before saving the crew time. My time and I paid $30 before this was waived. I believe Sears could have handled this much better. What could have been simple by taking $25 over the phone after a Sears agent failed to collect on the original order was turned into a very frustrating transaction. I will not be very likely to order from Sears again

Then Sears told me that they would have to have the water heater shipped out to my house which would take 5-7 days. "This is ludicrous" I told them, "because I have a family of 5 and a special needs child and I need hot water today or tomorrow at the latest." They said well I can go ahead and pay to have the plumber install the new heater then submit my receipt to them after installation and they would reimburse me $438. I said that would not cover this heater which will cost $1500. They said that they won't cover the code upgrades which were at most $75. They said that's all they will reimburse me. I am so disgusted with them at this point and I need hot water that I went ahead and paid the plumber the $1500 and he installed it that same day. I submitted the receipt for $1500 to Sears and it took them about 15-20 days to send me a check for $438.

I called them and asked them to give me a breakdown of why they were only reimbursing me $438 and they said a Cross Country manager would call me to explain it. They never did. So I was stuck paying over $1000 out of pocket for something they were supposed to do with me only paying the $65 deductible. What A SHAM! Needless to say, I did my research and found a much better home warranty through American Home Shield and it is only $35/month for their warranty versus the $55/month I was paying Sears. SEARS HOME WARRANTY = CRAP.

No one did so I called them and was told there is nothing they can do and I won't be getting a voucher they don't know why I was told that. I called warranty co and was told I can't use warranty for 30 days which was not disclosed to me. If I wanted to cancel I would have to pay them $471 that was paid to Sears for the discount. I now have a refrigerator that does not work, paid Sears & 471 plus I am committed to the warranty at $600! I don't want Sears in my house ever and I am out $1000!

When one orders from a Sears website and receives a confirmation email from Sears, they have the expectation that the item is coming from Sears and that if they need to return it, they can do so at a local Sears store without incurring any additional expense. Nowhere did it say that my item was coming from a third-party vendor. When I called Sears, they said once I clicked on the color and size, then there was a small note about the third-party vendor (very sneaky and certainly something I didn't see and wasn't looking for when I placed my order). Now I'm stuck with a pair of pajamas that I can't use, and I can't see spending $7 to return a $12.99 item.

I find this practice by Sears to be very deceptive, and they absolutely refused to assist me and allow me to return the pajamas to a Sears store. Also, Sears should read the numerous negative reviews about Cookieskids (especially how their clothing runs small), and they should make accommodations for customers who simply want to return their items to Sears. I am canceling my Sears account today and will not shop there again!

I contacted customer service and they told me that my window was changed to 5:30-7:30. At that point I thought how nice to have someone sit at home all day, all to be told they were coming in the evening; I started off trying to get an evening appointment so that I did not have to miss work. At 6:00 I called customer service again, and I was told that my appointment was cancelled and that a tech tried to call me to let me know, but could not get through.

Their customer service department is awful, all I got was a lackluster "I apologize for the inconvenience and what we will do for you is give you the next available appointment." After I told them that was unacceptable, they offered me 20% off of my repair, a discount that I already planned on receiving because Sears was offering 20% all in home service repairs. I told the customer service rep that anyone could receive that discount if they printed the coupon from the Sears website. At that point, the manager I was speaking with, told me that was all that they could offer, so basically nothing. I Sat at home all day for nothing. I will never purchase any of my appliances from Sears again, nor will I ever attempt to use Sears for any in home appliance repairs.

He ordered a new one, were delivered 9 days later (November 11). Technician came on Nov 16 and mounted the part. It took 2 or 3 days for temperature to began stabilizing but after that it has been higher than 30 and up to 40 in the refrigerator and has been oscillating between the 15-30 in the freezer and continues raising. For a second time we have lost all our fridge and freezer food.

I believe Sears in Puerto Rico has been irresponsible in attending a problem with a compressor that is under a guarantee. I held them responsible for the lost food. Their appointment and parts delivery system is absurd and obsolete. I need my fridge fix as soon as possible, it has taken them almost two months to fix a fridge. I would make anything in my hand to publish this experience.

When I didn't receive any details in the mail I started looking at the reviews and I saw they were awful! So I called Sears promptly and cancelled (that day I received the plan details as well - too late - already made my mind). They cancelled and refunded the first month. Took me 2 calls and about 30 min to get someone. Not that bad. I have the call recorded.

Forward one month: I'm charged again! I call again to tell them to get their act together. I'm transferred to another department and the call gets dropped after some minutes on hold. I call again and this time I'm dead serious. I tell them in no unclear terms: 1. I'm recording the call. 2. My membership was already cancelled and I have that call recorded as well. 3. I will not call again if they drop me but dispute the charge with the bank. 4. I will also write a review detailing this. In the end (33 min call) I get a 3rd person ("supervisor" ) to really do the cancellation. Appalling practices, really! What do they expect? That I'd give up?? They totally tarnish their brand by acting like this. Most businesses these days do not see beyond the next 2-3 months. They are lost! Time to short again Sears stock.

Sears scheduling priorities are absolutely wrong and ignore basic principles of customer service. Sears management is to blame for this, overbooking their tech's time so as not to have flexibility for long running calls. And the poor customer or customers at the end of the day suffers for it because their call will be rescheduled to a date far into the future. Profits and low margins are all is thought about and cared, not the customer. As of now I am speaking to customer resolutions, and still not getting any solution - in fact I just got cut off. I called again, and was cut off a 2nd time. I am not a happy customer. I WILL TAKE my business elsewhere other than Sears. Having been buying and getting my appliances serviced for more than 20 years had made me a loyal customer. That trust and loyalty is at a negative now. Do not buy from Sears!

And then the gas slide in stove "Don't use Cleaning MODE"! When you do the stove (Kenmore Range Gas Model # 790.36933900) overheats and short-circuits the display board. Twice this has happened and the second time I was out of work, had no warranty, yet Sears expected me to pay a service fee to repair and replace something that's obviously a BIG problem if it happened twice in less than 4 years! Sears' Kenmore appliances are shoddy made, not made to last. They make their money on selling you a product, then selling you to maintain and upkeep the product!!! I will NEVER buy Kenmore again. I knew I should have bought LG!!!

We are waiting for the cancelled items to show up on our account now. No certainty that will happen, but again, we are hoping that goes through. When it does, we are shredding our Sears cards and we will NEVER EVER EVER shop at Sears again. This is not the store that our parents knew. Their customer service is horrible. As we cancelled our transaction with them, 2 other people were waiting to cancel theirs for very similar reasons. I suspect the doors will be shut on this chain in the not too distant future. Not a moment too soon. Seriously. Don't walk away from Sears... RUN.

My third call was to Sears directly. The representative checked with the routers and he assured me they would be returning. Sears' last call of the day is 5:00 pm so at 4:55 pm I called back. I was then told by Franco a manager at Sears they would not be out and I would have to reschedule. I waited all day and had to take vacation time waiting for a tech person who was never coming!!! If I wouldn't have called back, I'd still be waiting! No courtesy call was given to let me know they would not be coming. My next appointment is not until next Monday, December 5th with another promise of a 30-minute courtesy call. Again I have to take time off from work. Again I lose money. Who is going to compensate me for lost wages and promises that were never kept? What happened to customer service? What happened to "The Softer Side of Sears"? Or "America Shops at Sears"? Well not anymore! It's no wonder you're closing stores and downsizing.

I am very disappointed at your protocol when dealing with customers and your lack of customer service and support. After doing some research, apparently I'm not the only one. Your approval rating is very low and continues to fall. Check the web if you don't believe me. It's a shame because Sears used to be known for their Craftsman tools, Kenmore appliances, home service repairs and great customer service. No more.

Eventually I received an email saying that they actually couldn't cancel the orders since they had already been shipped. I was told to reject two of the packages to get a refund. The packages were left on my doorstep so I returned them to the nearest Canada Post. Since returning the packages a week ago, I have heard absolutely nothing from Sears and have had no refund on my return orders. The person I originally was in contact over email with has not responded to any of my emails.The fact that they are not refunding me right before Christmas, on orders that were completely their fault due to a faulty online ordering system a disgrace. Once I get my refund back (if I ever do) I will never shop at Sears again and will ensure that others are aware of how horrible my experience was. I am looking forward to the day they go out of business due to the treatment of their customers.

This has been a devastating experience for us. Something worth mentioning is that the listed item price on Sears website was lower than the price listed on the manufacturer website for the same bed. Sears has received the money from our credit card account but has not sent us what we have paid for. If you want to undergo the same nightmarish experience as we have, then purchase from Sears.

On the day of delivery the delivery driver called at 7:45am to confirm the delivery, and to let us know he would be a little early. The delivery driver arrived when he said he would, was polite and efficient. This was for delivery only, not installation. They did bring it up into the house, which included a trek up short flight of stairs. We unboxed the dishwasher after the delivery guys left. There was a huge factory defect on the edge of the door that was definitely going to interfere with the seal around the door, and would have leaked all over. It also left a bad crease that was visible on the outside of the dishwasher.

I called "customer service", which is located somewhere outside of the USA (each of the 4 reps I spoke with had extremely thick accent & were quite difficult to communicate with). I explained the situation. The rep gave me the number to the repair department. I asked her why she was directing me to repair, as I did not want this badly defective machine. (IMPORTANT!!!! You only have 72 hours from the time of delivery to notify Sears of a defect or damage to your order. After that, you are SOL.) I called less than 3 hours after the delivery. I explained that after spending over $1000 on a dishwasher, I did not want a defective unit that I felt could not be repaired to "new" condition.

After much effort on my part (and about 15 minutes of explaining), the rep told me that she would process an exchange for another dishwasher, same model. The new delivery date was December 1, 2016. Since I had been having a difficult time communicating with her, I asked her specifically to confirm that I would be receiving a new dishwasher and they would be picking up the damaged dishwasher on December 1. She said, "Yes, ma'am". On November 30 I receive a call from Sears delivery and through automation I am informed that my DELIVERY would be on December 1 between 3:45pm and 5:45pm.

On December 1 at about 7:45am the delivery driver calls to confirm the delivery and again says he will be about 30 minutes early. I agree to this. He arrives on schedule. He DOES NOT have a new dishwasher. His paperwork shows that he is only picking up the damaged/defective machine. There is no longer any order showing a replacement unit anywhere. He take the machine without looking at the damaged/defective area. I call "customer service". It was AWFUL. The rep told me that the first rep I spoke to on November 29 did not process an exchange, but only the return. She told me that the dishwasher was not in stock and that I had to select a different machine.

I explained that I had bought the unit on a Black Friday sale, and the price I paid was less than the current price for an inferior machine due to the increase in price after the sale. She said she could not match the Black Friday price for the new model unit. I declined to purchase at the higher price for a lesser machine than the one I originally bought. She then told me that I could just be refunded the cost of the machine rather than do an exchange, but the refund would take 7-10 business days. I explained that I found that to be unacceptable. I asked to speak with a supervisor.

The "supervisor" told me exactly the same thing as the rep did. I told her that it was not my error or fault for the machine being defective, and did not think it was fair to be charged a higher price for a lesser machine when the reason for the exchange was the fault of the company or manufacturer and not mine. She told me to go to the store to pick out a new machine/model and that the "recovery team" would call me in 72 hours to assist with the return/repurchase issue and price difference.

I hung up and went to the store. Spoke to the only salesperson in the entire appliance department. He was nice and I tried to be as nice as I could, considering how frustrating this all had been. He explained that he could not do anything at all, and the number I called the various "customer service" agents was the same number he had to call to do anything. He could not order a new unit, offer a price adjustment, check to see when the unit would be in stock (it's a unit that they've only been selling for 3 months, so it's not discontinued, just out of stock in Arizona... available in other areas of the country). He apologized several times for not being able to help.

He explained that the system works in such a way that as soon as an appliance is delivered, the store can no longer do ANYTHING with the sale. The customer is forced to deal with these overseas "customer service" agents who are extremely difficult to communicate with. I told him that I noticed that several times that day, when I checked online, the machine I bought showed being both in stock with delivery available on December 19, and then would also show as out of stock/not available for delivery. He explained that sometimes the system does that & he didn't really know why. He advised that I check online regularly to see if the dishwasher model I originally ordered showed up as in stock, and when I did I should IMMEDIATELY call "customer service" and have them place the exchange order. We left with no satisfaction. Not his fault, but DEFINITELY the fault of Sears' abysmal appliance purchase process.

What a ridiculous system. Truly appalling. I called "customer service" again to ask if we could be wait-listed for that machine (even though people who purchased it after I did were getting deliveries before me now). I was told that the unit/model was out of stock and that there was no way for them to order it. Ridiculous. Pitiful & disgusting too. I hung up. About 15 minutes, I checked the website & LO & BEHOLD! The unit was in stock with a December 19 delivery date. I immediately called "customer service" and asked the rep to please place the order for the exchange of identical machines. After asking many questions, she finally did place the order for the replacement dishwasher (same model).

I have not (obviously) received the replacement dishwasher yet, but wanted to post this story of how a company goes bankrupt due to unbelievably bad customer service. It is utterly ridiculous to have to go through such rigmarole to get a dishwasher exchanged. Also, the only reason I'm even purchasing this dishwasher in the first place is because I bought a Bosch dishwasher from Sears Outlet store that stinks.... REEKS, actually, like a swamp. Reeks when it's dry. Reeks when it's in use. Fill the entire kitchen with an overwhelming swamp stench every time it's used. 3 technicians came out to fix it. All of them said it's installed correctly.

That dishwasher left cloudy, dirty water behind after every wash in the bottom of the unit, and on the tops off all the glasses. Super stinky, cloudy water. The unit was deemed to be defective. Why would they take back a customer return (which this unit was... that's why it was at the outlet store) that is defective and RESELL IT??? I'm pretty sure the dishwasher I just received damaged/defective will wind up in the Outlet store for some idiot to buy, even though it will not seal properly with its defect. I will never, ever buy another product from Sears again. Completely disgusted with everything about them.

Updated on 12/20/2016: This is an update from the review I left on December 2, 2016. I received the replacement dishwasher delivery from Sears as they promised on December 19, 2016. The delivery went well, but then the delivery guys asked where the damaged dishwasher that I was returning was. They said they were supposed to pick it up. I explained that Sears had picked it up on December 1, and showed them the receipt for that pickup. The delivery guy took a photo of it with his phone.

I got a call this morning, December 20, 2016, from Sears. It was an automated call that said my delivery had been delayed and that I needed to call them immediately. I called as soon as I hung up from the automated call, as there was no option to speak with a human given on that automated call. Just that I should call them back. Stupid.

When I called, the rep informed me that they needed the damaged dishwasher back and she needed to schedule a pick up for that. I explained that they had already picked it up on December 1, and that I had the receipt for that pickup. She said she'd notate the account. We'll see how that goes. So, as I've said, the damaged dishwasher was picked up on December 1, 2016. The replacement dishwasher (exact same model) was delivered on December 19, 2016.

On December 19, I looked at my Sears credit card account online. It showed that Sears had credited my account for the returned dishwasher on December 3, 2016. BUT THEN THEY CHARGED ME A $140 RESTOCKING FEE for returning the DAMAGED dishwasher. I called the local store where I purchased the dishwasher. Drew told me that I'd have to call Central Delivery, as they were the ones who processed the credit and restocking charge.

I called Central Delivery (located somewhere obviously not in the United States, as there was a tremendous language barrier). They told me that they could not do anything, since I returned the dishwasher there was a restocking fee. She also told me that they cannot perform financial transactions because they are only delivery. She transferred me to another "customer service" department. That rep spoke English that was easy to understand. However, she told me that I would have to speak with Central Delivery, since they were the ones who credited the account and charged the restocking fee.

I explained to her that it was Central Delivery who just transferred me to her. She said she could not do anything, and transferred me back to Central Delivery. Now, speaking with the second rep from Central Delivery, I am again told that there is nothing they can do, as they do not process financial transactions. This rep told me to go to the store where I made my purchase. I explained that I had started there in the first place, and they told me to call Central Delivery. She apologized and said there was nothing she could do.

I called the local store and asked to speak with a manager. He was on another call, so he would have to call me back. He did actually call me back within about 20 minutes. I explained the exceedingly frustrating situation to him, and he pulled up the account and saw exactly what I was talking about. He agreed that I should not have been charged any restocking fee. He said he would do what he could to get it corrected, but said it would take him "some time" to do that, because he had to contact CENTRAL DELIVERY to take care of it.

I told him that after looking at my sears.com account, which shows all one's Sears orders, I noticed that I was being overcharged for the replacement dishwasher (in addition to the $140 restocking fee). I explained that the purchase price of the original dishwasher, with taxes, was $1013.05. The replacement dishwasher was being billed as a subtotal of $1013.05 and then adding sales tax to it for $78.00, making the grand total for the replacement dishwasher $1091. He understood the situation and said he would look into it.

So far, it has taken exactly one month since the day I ordered this IN STOCK dishwasher for me to even receive a working, non-damaged product. Now they are overcharging me by $218 for this dishwasher because of their mistake in sending me a damaged dishwasher that I returned/exchanged for a non-damaged unit. I will probably just dispute the charges with Citibank (the bank that issues the Sears credit card).

If anyone wonders why Sears is going bankrupt, I suggest you try to purchase a large appliance from them and find out for yourself. As a side note, this dishwasher is rated at 44dB. It is louder than my old machine which was rated at 46dB. I used my decibel meter, and found that when held 12 inches from the unit, it records the decibel level at 52dB. That is considerably louder than the advertised 44dB.

He arrived 30 minutes later. He never stopped listening to loud music through his headphones, never took a tool out of his bag, and never took a cover off the refrigerator. He simply said it was a fan, it would cost $50, he didn't have it, his labor for replacing it would be $300, and his next available time to put it in was 8 days away. I told him it was our only freezer and we needed it. It didn't matter; he had to get the part and that was his first available time. I told him I couldn't wait that long, paid him $108.16 and he left. I'm convinced the technician didn't want to do the work. He preferred making $99 in minutes to lifting a tool. And from the way both he and the foreign woman emphasized I will owe it, I suspect it's Sears strategy to quote high prices and long repair times instead of repairing their appliances. Big mistake buying appliances from Sears.

I received another filter in early November this year from them again, my wife called Nov 23 and was told the account was credited for the cost. We have received a bill with the charge still on the account. I just called and was transferred to the parts department where they said they would again cancel the program. When I asked them to credit my account they would not. Not only does Sears Customer Service lie to me about the program, they also lie about crediting my account. I understand that I have the product but I did not want it and have canceled many times prior to receiving it. This is their fault and theirs alone. The product can't be forwarded and they told my wife not to take it to the store. I will do just that when I'm at the nearest store which is 30 miles away.

I don't feel that they set a very high standard for customer service and I would highly recommend a different retailer when purchasing anything that may require any service through them after the sale. That could be just about anything. Funny thing is years ago, my wife worked for Sears and the service was quite different. She left Sears on good terms many years ago and we have purchased many products from them in recent history. That has come to an end.

Called cust svc again to cancel and Julie answers! She assures me it is cancelled and I would receive that verification. Received an email confirming my order??? Got a call 12/1 from the store in MI confirming they are shipping today. Just spent 50 minutes on the phone with Sears.com with people that had such strong accents. It was very challenging. I worked in international business for 10+ years and have spent my career working with non-English speaking people. These people are not easy to understand. They are reading off scripts. I don't really know if they understand English because they repeat, repeat, repeat the same things. So after being on hold, being transferred, never getting to speak with a manager which I requested 3 times (now being told I have to do it by email to a different dept. Yeah, right), I am calling the store directly. Let's see if I ever get my money back. Will NEVER shop Sears online or outlet again. Incompetent.

DO NOT GET A SEARS CONTRACT!!! They cover nothing, send unqualified and dishonest repairman and rip you off. You can't even get out of the contract early, without paying a termination fee. I am done with Sears Appliances and will take my business to Best Buy for now on. Between my monthly payment and the $60 fee I had to pay for the service visit, I should have put the money towards a new dishwasher. I completely wasted my money and my time. Sears needed to be much more upfront with what is covered under their service contracts.

Not accepting this I called corporate customer service. The gentleman there looked at the transaction and said the monies would be returned in 24 hours. Well it has been 3 working days since my cancellation and the money has not been returned. Called Sears Corporate again and the lady told me because the delivery department cancelled the order it will take 7 to 10 business days. I asked if that could be changed because I need the money and she said no one has control over the computer to change it. Moral of the story is to never use a Debit card and they have lost a customer of 47 years. I will not buy another item from Sears and will tell this problem to whomever will listen!

I ordered the 3rd pair on the phone. I was never refunded for the 1st and 2nd pair. I had to call Sears again and they said I would finally receive my refund in 7-10 days. I received the refund for the 1st pair a month after I returned them but not for the 2nd pair. I also still hadn't received my 3rd pair of boots. I called Sears again and they apologized and said that they would make my case a priority and that I would receive my refund in 7-10 days and the representative said he would contact me personally to let me know what is the problem with the 3rd pair of boots.

It's been more than a month and a half since I returned the 1st and 2nd pairs and I still only received my refund for the 1st pair and still NO BOOTS. It's been two weeks since my last call to sears. No one has contacted me about my 3rd order. They really DO NOT care about their customers. At no point did I receive compensation for this whole ordeal. Two months, 3 times ordering the same pair of boots, 2 returns, and 1 refund later I am still waiting for my 3rd pair and my 2nd refund. Still no call or email from customer service.

Phone calls got me nowhere, so I decided to contact the Sealy Company by writing a letter... same answers given as Sears Holdings Corp and Customer service. I finally decided after months to just give up!! They sicken me and I WILL NOT BUY FROM SEARS or SEALY AGAIN, plus I spread the word to (all) who talk about going to buy from SEARS.

Buyer BEWARE!!! This is how they profit... by making the consumer jump through hoops that get you nowhere! You tire of their despicable ways and give up. In this case, persistence did not get my defective mattress replaced. My mattress was only 1 yr old and cared for... as required. At the end of this review there are places where you can enter your order number, add your receipt to say prove you are a "verified buyer" and you can add images. I already went through so much anguish, anxiety, and stress with this mattress ordeal... that I packed away all of my warranty papers, receipts, and tags, so when typing this review, I was unaware of the need at this time. And here I am typing again about this [cursed] mattress ordeal!!!!