Sears Reviews

This is a company that is NO LONGER CUSTOMER FOCUSED. Technicians are late, provide inaccurate information (It's all about selling warranties). I now understand why Sears is so close to closing its doors. I have cancelled my warranty. NOTE: The day the technician diagnosed my washer he was 5 hours late. After complaining to Customer Service I was offered a $25.00 Sears Voucher. I am buying a new washer in the very near future, I have no incentive to purchase from Sears.

When I spoke to KIMBERLY from Sears Customer Service (California), she shouted at me and slammed the phone on me. I mean what kind of Customer Service Associates that Sears Hired. Next I call them again and I was talking to another associate who told me the earliest date they can install is Nov 26th. I am utterly pissed, I have a Thanksgiving party and now without a stove, I have to cancel it. I told her I want to speak to the manager, got on the phone with Jordon who is their Manager who told me that she understands and try to expedite the process. Unfortunately the warehouse opens at 0900 so she will have to call me back. Now waiting for the callback.

What about the customer. Are we not important. I can tell you that this will be the last appliance I will be purchasing at Sears. This is not the only time it has happened to me with them, but that is shame on me, I will now be shopping at Lowe's and Home Depot for Appliances or at an appliance specialty store instead. Pricing is not always a consideration.

He told him to leave and stay outside. I hadn't heard any of that but I did let him know that he asked to light the cigarette. After it was done I was not asked to look at the rugs but to fill out the check, and speak to a supervisor on the phone who asked if I was happy with the service. I told him I hadn't seen the rugs yet but I would. He finished the transaction with the rep and then I was asked to go to complete a survey online. Right then. Everything in the survey is by default on "Excellent". At this point I just wanted them to leave and I hit submit. I had no chance to change the answers. There should be no default so that you HAVE to answer, on your own time, not with the rep watching you.

My order was processed and I received an email explaining it was taken and all the items on the order were good to go. Three items would be delivered from local store during the week and the other four items would be shipped to me. Less than an hour later I received an email saying the set of three rubber mats were being shipped now and this email included a shipping price of around $161. I called customer service (which is located in foreign country) and explained that I thought $161 was a tad bit too much to ship 3 rubber mats, even to Alaska (destination). I order a lot of stuff and nothing comes anywhere near this price unless it's overnight shipping. After several calls to different numbers I was able to get a compromise of $99 refund. I thought that sucked but at least they worked with me.

Little did I know that the original order was not fully canceled and that several of the items were charged on my card twice, to include shipping charges. Additionally, the day my locally delivered items were being delivered, I was notified that there was no install included (dropped from order at some point by website) and I could not add that service on now that items were scheduled for delivery. Next, I got another email that notified me that a second set of mats was en route to me and I was charged another $161 for shipping. I got my local delivery and had to put equipment together on my own. Now, I get another email telling me that my exercise bench is being shipped and its shipping charges are crazy also but I kind of understand it because it a steel exercise bench.

Just when I thought all I was working on was a refund and shipping for the second set of mats along came another email saying a second exercise bench had been shipped and was going to be delivered on the same day as the first bench. I called my favorite overseas Sear.com customer service and explained my situation and in the end they said they would work on it but I needed to give them 72 hours. Okay I said. A day later I received an email from Sears.com stating that they were sorry, but the shipping charges would stand because there was nothing wrong with their website. Since I spent a good bit of money on this purchase I was given a membership in a Sears VIP plan that had a telephone number that I called and got someone in U.S. Hurrah right? No. They tried to help me by calling the foreign country customer service but got hung up on after being place on hold by their representative.

There is no place for me to complain that has any authority to help. It took me a while just to find the customer service number on Sears.com. I can't get any help on this issue and will never buy anything from them again. The website declined a first charge however some items were charged and shipped, then it let me reorder, to include duplicate items, and removed my installation order on its own. Not a working website. Customer service, although very friendly, are worthless. There is no place in America that I can find to up channel this complaint and no one will help other than saying they understand how wrong this is. I am a forty year shopper of Sears (not forty years old) and I swear I will not buy another thing from them unless they fix this problem of mine.

I purchased a Whirlpool gold series stainless steel fridge less than a year and a half ago before experiencing issues with my ice maker. I scheduled the (1st of 5) appointment over the phone which was scheduled out 2 weeks out because they were overbooked. The day of the appointment comes, which was supposed to be between 12:00 and 5:00pm. I waited and waited until after 5:00pm came and went, I happened to look at my emails and saw an email sent 10 minutes before 5:00pm saying my appointment was canceled because the technician couldn't make it and I needed to call to reschedule.

I called to reschedule my appointment and was told I would have to wait another week for the technician. I understand, things happen, right? So the next week the tech comes out, looks at the fridge for literally 5 minutes and says he needs to order a part for the ice maker. He says it will be mailed to my house and he will be back in another week to install it. It's now been THREE WEEKS that my family and I have been without an ice maker.

On the 3rd appointment the tech arrives when I've already left for work, my wife stayed home from work for the appointment. She says the tech fixed it and to try it out in about 4 hours. I get home excited that I was finally going to be able to use my fridge again only to find out now MY ICE MAKER AND WATER DON'T WORK!! At this point I call back to have another tech come out to fix two issues with my fridge but was told it would be another week. This is a joke to me at this point, escalating my concerns to a supervisor or manager did nothing to expedite my repairs.

So I schedule my 4th repair appointment only have the technician never show up! No call no email, NOTHING. No communication at all! It's now been over 6 weeks and my ice maker and water filter are still not repaired. I would have gladly paid out of pocket to have this repaired a month ago. I'll never buy a warranty from Sears again. Probably lost me entirely as a customer for life.

Take time off work on Wed to pick up my washer. Get to location and I am informed that it was not there. I asked to speak to the manager. Manager comes out with a slight attitude. Asked him why my washer did not come in and he told me he did not know and had no way of knowing what was coming in until the truck got there. Understand, but no one could call me to let me know it was not on the truck??? He then tells me that they don't know who ordered what and whose stuff came in or was suppose to come in. The truck only comes once a week. So the receiving department does not have a list of what they are suppose to receive on receiving day? Asked to speak to the store manager and was told he just left for the night.

So I then tell him that I noticed a washer in the clearance section and wanted to know if I purchased that if I could take it with me. First he tells me "yes" then says "well if it can be ordered then no". Okay so I show him which washer and he said that I should be able to take it with me but it would be as is. I asked him if he knew if it was repaired, returned, or floor model and he then tells me that he does not know!!! I asked him if he could use the serial number to look it up and he again says "no, that there is no way to find out which one it was". At this point I laugh and said, "so you are telling me that ya'll sale items that you don't even know works???" He was like "well I am pretty sure it is a floor model". I told him "well you just said you don't know that". Decide to just take it because I need a washer!!

He sends me to another lady in the department who is also rude. She rings up the price and it was coming up cheaper than what was listed so she called the manager I am guessing and asked him if they could change the price (but I thought he was gone for the night?) they both go to change the price and I just leave. DO NOT BUY ANY APPLIANCES from Sears!!! They don't even know what works and what does not!!! Will never go back for ANYTHING. I remember when Sears had a great name!!!

Unfortunately, Sears seems not to keep records of such request and the same company showed up again for this year's appointment. I have 4 appliances that are covered with a Sears Protection Agreement. After being told that a part needed to be ordered, this company failed to have the part ordered! I decided to call today to see how things were progressing and whether or not I can cook for the Thanksgiving holiday, only to find out that THEY NEVER REPORTED ANYTHING TO SEARS!!! The next available appointment is AFTER the holiday! At this point, I will be glad to have my extended warranties provided by a completely different company and NOT Sears. I don't believe that they care much about me - their customer.

I asked in both calls to talk to a supervisor and also changed the contact info with the supervisors. As I was the only one who even knew I had made an appointment, and I certainly didn't take off work twice for an appointment that I had canceled, I find this a ridiculous excuse. I will never use Sears again. They obviously employ incompetent repairmen as well as incompetent people in their call department.

After about two months with these crooks, this is where I stand. Week 1-2. Technician ordered the wrong parts for the fridge. This was only confirmed when another technician came to house. Week 3-4: Sears was convinced that the parts had never shipped and was on back order. I had to tell them the parts were in my house. I re-booked my appointment, Sears was finally convinced the parts were in my house when the technician came to the house. Technician opened the box and then said this was the wrong part. Week 4-5: Technician tried fixing fridge. He promised fridge would cool after he left. Fridge never cooled. Week 5-6: Technician tries fixing fridge again. Fridge stops working after three days.

Week 6-7: Technician tries fixing fridge again. He says fridge is irreparably damaged, that I will get a new fridge due to warranty. Technician leaves house telling me that I will get a call later that day from Sears about a new fridge. Week 7-8: I get an automated call from Sears saying that I should be at home from 8-5 p.m.!!! Saying that I requested a senior technician. I call Sears to ask what is going on, but they cannot shorten the time, nor even answer why a senior technician is requested on the 16th of November.

As of today, I have 5 boxes of wrong parts in my house, a non-working fridge and an appointment scheduled for 16th of November from 8-5 p.m. for what I have no clue about. I believe Sears modus operandi is to collect money from you, frustrate the customer, and move on to the next gullible customer. They do not care about the customer. Finally, they also peddle a monthly plan guaranteeing to fix anything that goes wrong in your house. If I had gone with their plan, I would have paid two month for their services and would still have a nonfunctioning fridge. My advice: Please do not call Sears home service for anything. Just call manufacturer directly if you have any problems. At least the manufacturer will be able to tell you if you have a problem immediately rather than having to wait two months, 7 visits, and still not be able to diagnose your problem.

The next afternoon I called because I did not receive this information. I was told that the parts never shipped and they had no idea when they would. I asked for a refund, which was granted. I then took to the internet again, on 11/13/2016, in search of these parts. I found that the ONLY place who had this part was Sears Parts Direct and that the parts were in fact in stock and was told that they would definitely ship the next morning, 11/14/2016. I just got off the phone with them, the parts have not shipped and it is not known when they will. I abhor lying and have a huge disregard and distaste for this company. I will never again do business with Sears. I can see why they are having problems staying in business!!!

Every time we set appointments for a repair tech, it counted against us. So we would have to b.s. as many people as possible or we could get talked to by higher ups or get fired for poor performance. It isn't in my nature to rip people off. There were some occasions where it was something so minor or just something where there was really nothing we could do, like a self cleaning oven that isn't cleaning good enough to someones standards. Sears has been around for a long time, and there are a lot of elder customers who called and it just makes me sick that a company is so greedy and rips off people and takes advantage of people when they have spent so much money and trusted this company. I refuse to buy anything from Sears or Kmart. They are trained to rip you off in order not to lose their jobs. Don't buy from Sears or Kmart!

11/3/16 -- no email confirmation so called Shannon and asked for supervisor since there must be a glitch in the email. She responded that "I can do anything a supervisor can do," and there was not glitch. Refused to transfer me to a supervisor. Wrote review on Sears evaluation email. 11/12/16 -- no email confirmation. Called Ariel to confirm appointment times. She confirmed times and sent email confirmation.

In summary: These events cost ME and your company well over 1.5 hours. Email confirmation needs to be programmed into system when appointment is made. I could have caught Natalie's mistakes instead of lengthy time on phone with Martha. If I had not called again, I would have missed at least 4 appointments which is a waste of MY and your time. Found out that Natalie, Martha, and Shannon did not complete the item to individually send email on each appliance appointments. They need to be retrained in their positions. Email confirmation could be programmed for one email per customer instead of 16 emails but 16 is better than none. Somebody should read and respond to the Sears evaluation emails. Ariel should be promoted to a supervisory position.

The soonest that I got a tech to even come look at my refrigerator was 10 days out. I have 4 children in my home so I need a refrigerator everyday, not just when Sears can get around to it. Each time they had to order a part, it took 2 weeks to reschedule the tech to install it, making the whole process almost a month long each time. I am currently waiting almost 3 weeks for a tech for "service" call number 4, and it is looking like I will not have a refrigerator during the Thanksgiving holiday. (Thanks a lot Sears.)

I have to feel for the persons at the call center as I am now livid when I call and have to go around their scripted responses again. They continue to blame the door not being shut properly and letting humidity in. I might be more apt to believe this if I did not live in West Texas where there are days that if you spit into the wind it would not hit you in the face because it evaporated so fast.

I do not believe the technicians Sears uses are capable of fixing this issue, and I was told that after 3 calls for the same issue they would replace the unit, well I am on number 4. I purchased the additional "service" agreement but now I am unsure that they will abide by their terms. I would not recommend that anyone buy anything from Sears as I do not believe I will ever do again.

However, the repair technician arrived without any knowledge about the oven, and the part (control board). He opened the oven door, checked the model number, and told me the control board needs to be replaced which is exactly I told service representative on the phone a week earlier. And he told me the specific control board is not available because the oven is more than 10 years old. That is totally untrue. I have found the electronic control board on official Jenn-Air website. The technician insisted to claim that the part is not available, and he cannot repair the oven. He charged $89 visiting fee for 5 minutes work, and left. We were very disappointed that obviously Sears and the technician is only interested in making the $89 home service charge and want to sell the customer new oven. We called Service Inquiry and resolution center making the complaint and we will file complaints to State Consumer Protection Department.

Now we are yet again without a fridge and we have to let it break one more time before they will do anything. So even with the tech TELLING them not to repair it we have to lose food for a 3rd time and go without a fridge for a 3rd time before they will do anything. DO NOT GO THROUGH SEARS. SAVE YOURSELF THE HUGE AMOUNT OF AGGRAVATION!!! Go to Lowe's because they will take care of you REGARDLESS if you purchase an extended warranty. The first issue I can see but when within weeks the same issue occurs obviously the company needs to work with you. But apparently NOT IF YOU'RE SEARS.

I cannot understand if this is a prank or if the store is actually that incompetent that they cannot actually set up a delivery. I have contacted almost everyone at Sears head office and no response to how I can receive my order that I placed originally on October 18, 2016. It is almost one month now and I am stuck in a corner not knowing what to do. All I know is that the next time I consider Sears for anything I will definitely think of this very painful time that I had to go through and NEVER EVER buy anything from them again!

So be aware of this - in small print it says it is a Marketplace item, which I did not realize I couldn't return to the store. I will not be purchasing from Sears again obviously. Update: I still have not received a UPS label in my email after having to call Sears numerous times and was told to expect it – now in another 73 hours. They only give you 30 days to return items. I'm not sure I will make it. I did try to put a review on their website and surprise - it was not accepted. If you have a problem reading my description of this, think of my exasperations at trying to negotiate with them to return one single item.

Needless to say, I was pissed. I told them that since I had taken an afternoon of vacation off that I can't get back, they need to schedule an appointment after 5:00 and gratis on them. I was told that neither of those were possible since they don't schedule appointments after five and certainly cannot affect repairs without charging for them. So it's okay that they have no financial remedy for their repairmen screwing up and causing their customers to waste time and resources. We have bought several appliances from Sears but after this, I will not darken their doorstep again and will buy appliances, tools, etc. at other more customer friendly businesses.

Contacted store appliance dept., they also said they couldn't find a order. I asked to speak to a manager. They gave me Chris ** (which he had no customer service). I explained my problem. He stated he couldn't help me cause it was online. I explained it was done in the store, a clerk at Sears did my order. He asked what was his name, I told him I didn't remember. He explained "if you don't have a name I can't help out." He continued to let me know he couldn't do anything to help me. I told him I just want to cancel, again "sorry can't help you."

I then contacted again online, just told them I want to cancel. They said they cancel an order that was never placed. I said "you swiped my card and charged my acct." They said no they didn't. I contacted my bank and have requested to cancel my charge. I informed them that Sears has stated they never charged my card. I will also let the community know the disrespect, non-customer service, and outright lies. Just about 3 months ago I purchased a refrigerator from Sears outlet in Brea, Calif. with great customer service and delivery. I hope you will work on the customer service at you Whittier store with your manager. Hope I will hear from you.

I called Sears for service and they replaced the ice maker for $467 on my dime. If they would have taken the time to send someone out to resolve the issue while it was on their dime (still under warranty) this issue would have been covered. Also, the Technician told me that the ice maker we had was for an older model Elite - Ours is only one year old!!! Sears sold us a $3k refrigerator with a known defective ice maker, gave us bad advice while under warranty and now refuses to accept any responsibility. I will NEVER do business with Sears again.

Then they tell you they do not have the parts and they need to be ordered. They give that friendly smile, remind me to make sure I call SEARS as soon as the parts arrive at the house. Within a week the parts actually arrive and I give the folks at Sears the good news that the parts have indeed arrived. They happily tell me that they can have a refrigerator Technician/Specialist install the part in 10 days. However, if an opening occurs in my area before the scheduled date, they would send the Technician to my location, which has never occurred in the past 15 years. Conclusion roughly 60 plus days w/o a fridge. P.S. if anyone cares this generally happens once year. This year is a tad odd 3 times already.

When I explained the tool had broken after one use and you could see it was in perfect condition except for being broke Ralph said "do you have a receipt". Hum. I never needed one before and without Ralph refused to give us a new one. A few words were said back and forth and as I was walking out of the store this man murmured under his breath a few words I can't write and as I wanted to walk back in my wife grabbed my arm and said "we will no longer shop at Sears." I have tried all morning to get a hold of Sears customer service. What a waste of time. It's computer generated not a real person talking to a computer.

I showed him what was wrong, provided tools and materials (glue) to make repairs, and he attempted to do so. He then provided me with his personal cell phone in case there were other issues "so that it wouldn't have to go through the company". Clearly he knew that he was in over his head, even though the requested repairs were fairly simple. After he left, it was clear that his repairs were not complete, there was still a leak, and then a repair he had made generated another, more extensive leak. I called him without response, and then contacted Sears. Though this was an air conditioning unit and the temperatures were exceeding 90 degrees, Sears stated that they could not have a technician available for several days.

I did the work myself, which I would have done from the beginning but I was trying to save some time and energy. I then requested a refund from Sears, for the charges in excess of the basic service call (the technician did arrive and did diagnose a problem) and the parts purchased (even though 2/3 of those had to be replaced). Sears has refused to provide a refund. Each communication has been with a new person who appears to have no access to the previous records. I cannot recommend Sears Home Services to anyone for any reason.

In the meantime while waiting for replacement of the freezer door the entire refrigerator stopped functioning, no freezer/no fridge...not so good. Again we were scheduled for repair on 10/14/2016 so we were not too concerned. I pulled up my 30 year old GE refrigerator from the basement and used that in anticipation of the new refrigerator repair. 10/14/2016 comes around and the repairman never showed at the appointed time (between 8am and 12pm). My wife contacted home repair, they said the repairman was delayed and will be at our home between 2pm and 4pm. 4pm comes around, repairman does not show. My wife calls Sears home repair again. She was instructed the repairman is late (NSDT!) and will call before he comes. Guess what, 9pm comes around...no repairman...no phone call after waiting and wasting the entire day. Conveniently this little fiasco has now put us past the 30 day window to return the refrigerator for a refund.

After contacting Sears again (like pulling teeth), Sears refused to refund our money but scheduled another visit by the repairman. The repairman finally showed up on or about 10/24/2016 to replace the freezer door. The repairman replaced the old door with a "new" door following which my wife noticed the corners of the "new" door were crushed and the door had several dents. She alerted the repairman that despite the "new" door the refrigerator does not work. The repairman said at that time that he could not repair the refrigerator and to contact Sears home repair and home delivery again. I personally contacted Sears home repair on 10/28/2016, was routed to home delivery...again...and was promptly given the runaround once again. The person (from India as all other phone contacts were) on the line said to keep my line open and home delivery would contact me. It is now 11/2/2016 and still no contact from Sears.

I currently have a Kenmore refrigerator sitting in my family room that is a giant cat toy because it is not good for anything else. Sears is a joke! We will never, ever make any further purchases from Sears. I will tell all my friends, family and acquaintances to never deal with Sears. I am a physician with the VA. I know a lot of people.

Also, the installers didn't show up earlier than 10am any of the days work was done, and always left promptly at 5pm or sometimes before. They always took at least a 30-45 minute lunch break, as they informed me each day when they left the property to get lunch. So it is not like they were working outrageous hours or overtime; on the contrary, they averaged 6 hour workdays. Not a bad gig, I would say! If only my work would allow me the same privilege.

The installers did not follow basic best practices of installing windows. They did not use cardboard or mats to shield the drywall and window sills. As a consequence, every one of my window sills was scratched - some with very deep cuts. Further, the installer took a chunk out of my drywall surrounding on of the windows while using his crowbar to install the window. The installers left on the third day and did not come back to repair these items.

In addition, we had contracted on one window, which had some wood rot due to a previously fixed leak, to be rebuilt. It was spelled out in black and white on the contract agreement, and was not a verbal request. Pictures were taken and submitted with this part of the work request - therefore the installation team could not claim ignorance on the scope of work. On the last day of work, the installer tried to cover over this damage by simply putting new paneling over the old. The rotted window frame was not repaired, as AGREED SPECIFICALLY on the contract. I stopped the installer and told him what was contracted - he pointed fingers to the salesman. When I informed him I reviewed the contract and this work was specified and funds within the contract were specifically set aside for it, he didn't have answers.

But I did not sign the certificate of completion and still have not paid Sears for their work. I called the Sales Manager and complained - he provided me with contact information for the area managers of the installation team. I took pictures and forwarded to all. Today, the area install manager called me and tried to tell me that marks left by the Sears installation team were not covered. He even told me they do this type of damage to other people's homes and never repair it because this was a construction project and customers should just accept this as part of the deal.

I explained to him that this is not customary for contractors. I run a real estate business on the side of my job for the last 16 years, and have worked with my fair share of contractors, city and insurance inspectors, and professionals from many local and national companies. This is the first time I have had a contracting company tell me that construction damage is not covered and that the customer is responsible for repairing it. This is, of course, complete Balderdash. I let him know that if Sears told customers that up front and actually made it a company policy, they would not do very much business and customers would be happy to go elsewhere because all other contractors make good on repairing damage they cause in my years of experience working with them.

Also I should point out that my wife and I, in addition to owning our own real estate business, have been in a 3.5 year rehab of this current home where we live - and this is by far the worst contracting experience we have had in the process. Whether it be local contractors or national installation companies, none of them have had this poor of service as Sears has. Given the hefty price tag for Sears windows, I did not expect this poor level of customer service. To be fair, Sears window product is excellent and that is why we purchased the windows. The product is well worth the cost, but the installation team and customer service is not. They are both very poor quality and do not match the quality of Sears window products!

At this point, I have Sears scheduled to come out next week to remediate issues. For the window box rebuild, I brought in my own contractor and we had this repaired in one day at a total cost of $264. This was a relatively minor cost compared to the overall installation charges, and I feel as though Sears has likely lost a customer over a silly small expense they should have covered. I know from the sales manager that he built in MORE than $264 into the project for repairs such as this, and so it is clear that Sears is trying to convert that to profit and not honor the original contract commitment. That amounts to shady business practices on behalf of this company! I am told I will get this amount back and they will make me happy by honoring the original contract, which is all I ask. I do not expect more than that. We will see - I will update this review after they return with the results.

Well in April - we experienced a major problem of water not coming out of any faucet in the house - it was limited and then completely ZERO (the yard water was flowing great). And the toilet albeit extremely slow would refill in about two hours. But bottom line NO WATER IN THE HOUSE (fortunately we have drinking water from jugs).

Thinking a major plumbing issue I called our home service protection company (AHS - American Home Shield - and as always they addressed my need ASAP - as they had on 4 previous occasions - and they did not cancel me after this excessive use - in my opinion - and only $75 out of pocket for any visit repair replacement or credit WOW). ** I could be a spokesperson for AHS.

Well, within 'hours of contacting AHS, I received a call from their local authorized plumber. They understood the sense of emergency and said they would try to get someone out next day Friday even though their schedule was completely booked. Their plumber arrived at 5:00 - AFTER business hours. I can't explain my delight he showed up on Friday so we could possibly have a working water system before the weekend.

After my quick update he immediately diagnosed the problem - the three year old Kenmore water softener had 'blown up' sending resin throughout the water pipes. This resin gathered in every outlet, faucets, shower... Thus stopping all water from flowing. He did a 'bypass of the water softener and then proceeded to clean out every water outlet in the house... Wella, we had water flowing better than it had been in months. He said he could install a WS, but I said I have a Sears Protection Agreement - thinking an answer to my problem. NOT!!! Having no water is very difficult situation to deal with - but worse - dealing with Sears Protection was and still is a NIGHTMARE.

Scheduling an appointment for a Sears authorized plumber to come out - took over a week and a half to receive a call. Took two+ weeks to get in the queue. Having an inept service rep come out to agree to a problem already identified. He lifted the lid, looked inside and then walked around. Finally called someone - having no idea of the problem. The guy at the other end - said show pictures using his phone. At least that guy agreed it was a broken water softener. After plumber agreed to the problem. I was told they would contact Sears. Sears did give a quick callback agreeing to the problem and soon would define what remedy they could provide... waited and waited for that email. To my surprise I was offered a $400 credit towards a new unit - They also mentioned water softeners are updated about every three years...

Onto Sears to choose a unit. Steve the sales person, was familiar with the process - and in our decision making - Steve said their units hadn't changed in 13 YEARS (a small conflicting detail of ten years)... I was told I should expect a call for installation shortly NOT! Also he said there maybe additional charges for installation - okay, how much could it be - I said to myself... When no call I had to call Sears and push for appointment to happen. Now again the wait time - only a week and a half this time...

Then the confusion on who was going to do what - remove, install and take away... On the phone I was told if I need things to continue I NEEDED to remove all the water that was almost to the top... so we did it - in addition we uninstalled the old unit and moved it to the driveway. We thought this might speed up the installation process...

Well finally the tech shows up... He looks around for about five minutes and then says - we need to bring this up to code. He handed me an invoice for $439... I'm not kidding... more than the cost of the unit and more than the cost of the Protection Agreement. Basically saying he could not proceed until I paid these monies. Since the water softener was really needed I did pay this and knew I would fight this with Sears. Installation took about an hour and all looked fine - and saw the addition of some tank above the softener. Then thinking all was done - I mentioned removal of the old unit. Tech said it was not included but would do it for $20... I said leave it and I would contact Sears. Well I did and they confirmed the tech should have removed it - and the company would be notified... so it sat til Friday of the following week in my driveway as that is where they said it should be for their pick up. At least it was picked up...

Now another issue the charges of $439. Sears rep says contact 'Sears installation'. Sears 'installation' said I needed to contact the Plumbing Company directly to see if I could get some monies refunded - I said "Are you kidding me?" Why would they want to give me back monies? Other issues still remain - tried several times to get some sort of resolution from sales all to no avail - then called Store Manager he said he was on another call and would call me back - I am still waiting...

Who else can I contact? So fed up with everything. I called Sears Protection saying I wanted to CANCEL my protection agreement because of MY EXASPERATION WITH SEARS PERFORMANCE... basically I was told I would not get any monies refunded. Since I used the protection agreement - so the rep said this was not possible - but at least she told me the two years remaining on my Protection Agreement was transferred to the new unit. Yes like I want to experience another SCAREMARE. Again I have to ask - "How Can We Shut Down Sears Pitiful Service Maint Business?"

I believe after spending more than Twelve Hundred Dollars for the set that it is reasonable to get at least service within the week and not as scheduled nearly a month from now. I am extremely disappointed by the obvious lack of concern on Sears part to adequately service the products they are marketing. I personally will as a result never purchase any further items from the Sears Company, and will endeavor in all my contacts with people contemplating purchasing any of their products, make them aware of the sub-standard service capabilities, should they ever have a problem with an appliance or any other product. Apparently Sears does not employ a sufficient number of technicians to perform repair work on their obviously inferior products.

Order was canceled but because it was canceled I had to pay a cancellation fee of $20.00. No customers should be paying cancellation fee if it had nothing to do with the cancellation. This was Sears fault for selling my stove that I contract and supposedly they had saved for me. This is against the law and after reading a lot of reviews I'm not the only one that has experienced this. It's not right on how Sears make their money. This is called stealing!!!

When purchased, our machine initially came with a “Master Warranty”, which we had just recently learnt through our ordeal. After it ran out we were contacted by Sears, by phone, to purchase an extended warranty. We were explained the payment amount for each month, and how many months of coverage it would be. Not at any time were we given detailed conditions on what exactly this warranty included/excluded. We were told that the warranty would cover all repairs and take care of ANY issues that we would have with our product. We have now just recently learned that the extended warranty which was recommended to us, actually only covers repairs. It will not allow for a replacement of a product even if considered a lemon by their technicians, and the fact that it breaks on an average of every 4.5 months.

While filing claims, we were told the only possible ways for the machine to be replaced were if a technician came out and deemed the product irreparable, or if it were to break 3 times within 90 days. The fact is, the later scenario is almost impossible due to the following reasons: It takes at times up to 2 weeks for the technicians to come out and inspect the broken washer for parts and at times up to another 2 weeks for the customer to receive all the parts in order for the technician to come out and make the repair. This “Downtime” which we have experienced with each break/repair Consumes much of the allotted time. (Which also means that our washer actually breaks more often than the average of every 4.5 months.)

I am not even going to go into the inconvenience that a family with small a child has to experience each and every multiple time the washer breaks down, as well as the impact it has on work and scheduling. On Wednesday, October 5th, a technician came out to inspect the broken washer for the 8th time. He actually deemed it irreparable, and also stated that this machine fell into other categories such as “multiple attempts” to fix as well as being an “uneconomical repair”. He followed his protocol and called STAC. After their conversation, STAC told the technician that my product should be replaced. The technician then relayed that info on to us the customer and notated it on the receipt as well as asked me to call customer relations, in order to get the replacement under way.

I called Sears, and was sent to the resolution department, which had me on hold for quite some time, many times, until they stated that the product will not be replaced; it will need to be repaired. They responded by stating that STAC believes that the machine can be repaired and that my warranty only covers repairs not replacement. I explained everything above and the response was that nothing more could be done except for another repair, and that process and procedure, were process and procedure. So now not only do we feel that Sears was not transparent on the details of the extended warranty that they recommended for us to purchase, the process and procedures that were stipulated by them as to how or when a product could be replaced were not even upheld when an employee legitimately implemented it.

Currently the business relationship between Sears and ourselves, is not financially economical or effective for either party. Regardless of procedures and protocols, how could this logically be economical/profitable for a company to keep dumping money into parts and labor (which usually takes 2 technicians because we have stackable) as well as their transportation and overhead every 4 months on a machine that cost $800 dollars? Since our machine has to be constantly repaired, it is actually never being fixed nor repaired. (The truth is, it is obviously irreparable.) All technicians who have been out here feel the same way.

Under the circumstances, we do not feel that it is unfair of us to ask for a replacement washer. Years ago, a customer wouldn’t even have to ask under these circumstances. Sears used to think of the customer experience and satisfaction, but now it seems like that doesn’t matter any longer. As of October 26 - a month later, still no washer and our service got delayed by yet another week. Now they are coming on November 4th - to fix a washer that their technician claimed is irreparable. I guess, our story will not end. To be continued... Thank you.

I purchased a 3 yr. protection agreement to cover service calls, defective parts, and it specifically states that if they can not technically diagnose or fix it they will replace it. So after 5 service visits they want to send someone out again. In my area there are only two service people. And neither one know what they are doing. I want my dryer replaced according to the terms of the protection agreement. I am tired of getting the runaround. There are many videos on YouTube of people with the same problem.

After weeks of waiting, the service guy finally came. He diagnosed the refrigerator and said that it had a different problem this time because a different number code was showing. Then he said unfortunately our warranty coverage had expired. I did call home warranty dept. and told me our warranty will still expire until Jan 2018. When I told the service guy, he was very arrogant and said he already verified. Then we just told him to do his best to fix the problem BUT HE WALKED OUT! THIS IS NOT AN ACCEPTABLE ATTITUDE FROM YOUR COMPANY REPRESENTATIVE and NOT FAIR FOR US the consumer paying years in advance for unforeseen circumstances and or service repair for the appliances we bought from you in the first place...

I will never order anything from Sears ever again. I did not know this was 3rd party dress. The lady at the 3rd party store informed me they have the return policy guidelines on the website which I did not see. Please everyone out there be very careful about using the Sears website to order. You never know what you might get stuck with. I have to pay $20 just for shipping for $40 dress. I would say go to a website that does not charge shipping for returns.

This was also the expiration date for the warranty but we figured Sears was closed on Sunday and if we called Monday we would surely be able to have a repairman come help us. We were wrong! We were put off, disregarded, and treated poorly with "Mary" (an Oriental lady) the "highest supervisor" there was telling us, "Well I guess you should have called yesterday!" We have already said that we would never buy another GE product but now we can add that we will NEVER buy anything from Sears again!

I ordered the ice maker online and received it the next day, or a week later and I didn't pay any fast shipping charge. I paid less for a new unit than Sears was charging for a reconditioned one. I requested installation instructions and was sent a PDF file with the information. I installed the unit in 15 minutes. How can they justify this as a major repair!! I will NEVER call Sears EVER again for a repair. They are rip offs taking advantage of people.

I waited until 3:45 and called to tell them I couldn't wait any longer and was told I had to reschedule for 10-20-16 since that was the next available appointment (which I find ridiculous that I had to wait 2 weeks for another appointment when I was here waiting for them and they just chose not to show up). My appointment was for 8-12 today, and AGAIN no one showed up, no one called.

I finally called them at 10:30 and was told the repairman was sick and I would have to reschedule again!. I asked the call service rep for a number I could call in the U.S. or a supervisor or someone to remedy the fact that once again I was waiting at home for someone to come and they never did. He told me he was the main supervisor and that there was no one else I could call! I would never use Sears again for anything. They outsourced their services to companies that are not in the U.S. and when there is a problem, they have no inclinations to even try to remedy it.

What she did not say "of course" is that if I cancelled I would be responsible for the cost of the year membership fee or I would have to pay the full cost of the repair. When I called recently to cancel I was finally given these options very clearly. This made me feel like I was tricked. It took away my ability to make the best decision. So now, I ended up paying over $300 to fix an old dryer when I could have considered just buying a new one.

I am very dissatisfied with the way Sears operated. They indicated that they provided this information to me in a script that was read at the end. The wording that was used, if similar to the contract that I received after my repair was completed was so vague that even if I heard it, I would not have thought that's what it meant. So to me, the wording or the fact that the sales agent did not disclose this information clearly was purposeful to get me to sign on to the program. In the end, they broke my trust and I will never go back to Sears again.

After being transferred 6 times and waiting for an hour and a half was told by first agent I had to go back to the store where I purchased. Second agent was the wrong dept. Third was the Philippines, and the last agent told me that even though I had four repairs since two of them were for the same thing it didn't count! I will be trying corporate tomorrow as I have had enough BS for one day. If I need to stand in Sears to tell people to go somewhere else I will. Basically, the warranty is deemed as fraud. I will be filing a complaint with the Office of Attorney General as well. Buy somewhere else.

Not once have they called to reschedule before wasting her entire day. Not once have they made even a feeble attempt to make this right. They just no show and then reschedule when my wife calls after they were scheduled to be there. The supervisor was very rude and couldn't care less. I gave them one star because I had to - they don't deserve it. If you buy from Sears, I hope you don't need them to fix anything.

They said there was no way to override the register and since it was over the 30 days the only thing I could do was call customer relations. I called customer relations on the store phone. After about 20 minutes on hold someone came on and told me the same store policy. He said there was nothing they could do since it was beyond 30 days. He said I should talk to the store manager. I asked him why? He said the store manager could tell me the same policy. As I continued to complain he hung up on me.

I wonder if this could be considered bait and switch since I, and my mother-in-law, were baited into thinking we could return or exchange the item in a reasonable amount of time, but in fact, we could not. Even if it is not bait and switch it is certainly a scam. I want everyone to know this, especially with the holiday shopping season starting. I don't ever plan on shopping at Sears again. There are many other stores that offer the same quality products and have much better customer service.

I called them August 29 and was told I would be contacted once their office and the local store came to a agreement re: how to solve our problems. No response. So I called Sears tonight and was told that the scratches on both stoves were "cosmetic" so there was nothing Sears could do. They scratched after the first month! What will they look like in 5 years? I asked about my parents stove door that made the noise upon opening. They said since it was purchased Oct 8 2015 the year warranty had expired and there was nothing they could do for them either! I am at a loss for words! I specifically told "corporate Sears" when I called them August 29 of this year that my parents stove had the issue with the door (besides them telling our own local store about it back in August).

However today the Sears Corporate office stated that there was no note from our local store or from my call from August re: that issue. Therefore they were out of luck! My advice... Never buy anything from Sears (especially appliances) because paying extra for warranty does not make one bit of difference!!! I will tell my story to all my friends, family, and anyone else who wants to listen. This is totally unacceptable!!!

72 hrs passed, frig still have no ice so I stopped by the Boise Sears Appliance, found 2 idle associates talking to each other, when I approached them, they immediately walked again from me. I then found the original associate who sold the frig to me. I told them the issue and she asked me the same DUH questions like power plugged in? Water line working etc? I told her I want a full refund but she told me the 3 days refund period had expired and a 10 or may be 15% restocking fee applied. I told her that Costco, Lowe's, Walmarts etc offer full refund within at least 30 days. She shrugged her shoulder & told me this is Sears policy.

I then asked her to send someone to fix my fridge but she told me that after sales, Sears is not responsible for repairing & gave me Samsung's customer support no. I went home & called Samsung customer support, they again asked me the same DUH questions. Samsung finally scheduled a Boise local repair service. (1st repair visit): (2nd repair visit) The repairman showed up 4 days later, asked me the same DUH questions. The repairman finally told me that he need to replace the whole ice maker assembly. He replaced the ice maker assembly 7 days later but still no ice. (3rd repair visit) The repair man then claimed I am not adjusting the correct ice making temp, humidity, too close to the wall, too much items in the freezer etc etc. I asked him go ahead & set the fridge up correctly. 3 days later, still no ice. (4th repair visit) The repairman replaced the humidity sensor but still no ice after 7 days.

After all the drama, yesterday (10/11/16) Sears replaced the fridge with a new one. I have no faith Sears Customer Service, Samsung, the communication. & I have to wait for another 3 days i.e., (10/14/16) to see if there is ice. Boise Sears provides poor service, support, communication. On the scale 0 is poorest, 10 best, I give Boise Sears a 0.

It is obvious after calling this poor excuse of a top executive at Sears Holding Company that either the Board is nothing less than a group of incompetent and poorly experienced executives or they have just ignore what this so called executive EDDIE LAMPERT does in running Sears into the ground. Go on any consumer website and read review after review how Sears treats their customers, how Sears ignores the terms and conditions of their warranty contracts and how they perpetrate a SCAM of untold dimensions upon the American public that believes Sears makes a good product and stands behind their products.

I have called Sears Holding at least ten times and got nothing but a run around by Sears' representative, and that was only after I left eight or more message to Eddie Lampert's Customer Service team. I had to continue to call they never called back. Actually, I by-passed the recording and got through to customer service. This department is useless. They have no authority and no knowledge. Mostly it is a 'we don't know but we will switch you off to another department that might'. Same old BS switch causing you to be on hold or talking to morons for hours. Which in and by itself is nothing less than a swindle as not one person called or attempted to call back as promised on this message center?

Having purchased a Kenmore washer it became apparent immediately that somehow during the wash cycle it tore holes in shirts and sheets. Sears sent technicians out that took the machine apart and it would work for a month or so and go right back to tearing the wash. The last technician merely looked at the shirt, said, it was not the washer, and left never looking at the machine. I have a real problem with that opinion. In fact, he accused me of tearing or using chemicals to cause the problem. Really, over a five or six-year period, I tore holes in 100 dollar shirts or 400 dollar sheets. This guy was an idiot. Maybe he is related to Eddie Lampert!

Sears Home Warranty terms and condition says if they cannot fix the machine, they will replace it. They have been unable to fix it, I paid for the warranty and expect them to fix or replace. Not only now do they claim the warranty is canceled, but they have refused to refund my money, so as far as I am concerned it is still in full force and effect. Nevertheless, from the evidence on the numerous websites it is apparent that Sears does not honor the warranty nor service their customers or for that matter live up to the terms and conditions of the contract whether the contract is in full force or otherwise. In my opinion, this is ripe for a class action suit against Sears Holding Company.

When I called Sears repair because of course I have the service contract, it will take 19 days for an appointment with the repairman. This clearly the situation where the right hand doesn't know what the left hand is doing. Sears is a greedy corporation only interested in selling goods and without any concern for the consumer. Sending jobs offshore, is the first clue. US corporations are required by law to provide US customer service reps when a US customer makes that request. Oh! Not Sears. They told me that calls are answered randomly and they cannot direct a call to a US rep. My appointment for this coming Friday is now confirmed, but my trust level is very low. Fingers cross that the repairman arrives and actually knows what he/she is doing. On a side note, I just learned that within 30 days of delivery, Sears will replace an appliance that has problems.

Well anyway they wasted my time for twenty minutes asking me to tweak this and tweak that before a service order was scheduled. Now you would think this was an end to my suffering but it was just the start when I got the most obnoxious repairman in the world who proceeded to tell me that I was doing this wrong and that wrong before he installed some crap part. Well guess what it didn't work and I had to suffer four more lousy repair attempts before I finally gave up and bought myself a new Samsung from Best Buy. The moral of this story is #1 I will never shop Sears again or purchase one of their good for nothing service warranties. #2 SEARS YOU SUCK.

When calling to reschedule, they said the next appointment was a week out. I called to complain that this was unacceptable and that if they wait 'till then that means we will have been without a washer and dryer for 3 weeks. After that, they adjusted the appointment to be bumped up to the following day. I stayed and waited for the repairmen once again, only to have them arrive an hour and a half outside the window they were supposed to come. When the repair van finally came, it was only one repairman and he very promptly said he was unable to work on the washer because he needed more assistance, he was not prepared for the type of labor that would need to be involved for fixing the washer. I informed the repairman my confusion when myself and my landlord have been very vocal about the issues with the washer, and that they should have been prepared.

After our conversation with the repairman, he left saying the next available appointment was a week away. When I called Sears customer service to ask about what actions I could take, my call was transferred to an office that was already closed. I am profoundly disappointed with Sears. There are no immediate laundromats in our vicinity and my parents have been in town visiting and we had to buy them towels because we are unable to wash our own. Saying I am furious is a gross understate.

Bottom line today 10/8/16 the agent Jen ** confirms no order in the system, and excuses my original order was then cancelled, could not open my order 'online'. No one has called Me. No called me to notify of problem. Even today she said she confirmed that no delivery is scheduled. NOTHING has been done. Like Cat earlier this week Agent **, I was told delivery team would call in 24-72 hours. No one calls me. It is the weekend and they cannot give me email or phone number and say I cannot deal with ANYONE in the states to resolve.

One month of my spending my time (over 12 hours phone time) to get officially nowhere. I ordered on Labor Day to get the sale prices. Now I wonder if they are going to hone the Sale Pricing. They are unreliable, dishonest in their communication and do not follow through. The fact they would just "cancel" my replacement order is unbelievable. I have the funds ready to send to Citibank but refuse until I get performance. I will NEVER ever order online from Sears. They have a huge problem. Requested supervisor from "OFFLINE TEAM" call me. No one has responded. They say it is only the 'backline" OFFLINE TEAM that can process the order. They have 'notes' and documentation of my calls, apologize but nothing gets done.

My wife spoke to Bob and also Hector to make them aware that she needed 2 weeks notice to secure the time off work to be home for the install. Work was scheduled to begin July 13. On July 13 NuTemp arrived. They pulled all the old ductwork from our attic. They unpacked the new unit and components and piled them in our coat closet. The trash was left on the side of our house next to the gate that the neighborhood kids use to go in and out of our backyard. NuTemp informed us that someone would be round to pick up the trash and that they wouldn't be returning till Monday as the weather was too hot. Monday July 18th nobody showed. My wife had taken off work the 14, 15 and 16 without pay. When we called we were told they'd get back to us when they could come out. July 28th we were told they'd be out August 1-3. Again my wife took off work with little notice.

August 1st nobody shows up. NuTemp calls and says they aren't coming back at all because my wife complained to Sears. Sears calls and says NuTemp will be out on August 8. August 8 NuTemp comes and works for three days. When they leave they take the trash with them. They tell my wife they couldn't fit a second vent in the master bedroom but they were able to put a larger duct feeding into the room. August 12 I go into the attic. The master bedroom is uncomfortably warm. The duct that is feeding the room is 6 inches. Not 12 as the installer told my wife. August 15 my wife speaks to Ross in customer service. She tells him the job is not complete. Ross expresses a desire to claim the job is complete and have the added duct be coded as a service call. My wife says no, as the contracted work has not actually been completed.

The following week we get a call from Hector saying NuTemp will be out to fix it. I don't want these people back in my house and frankly I'm surprised Sears would continue to use them. I say I won't have NuTemp come out. Hector advises me it won't be able to be scheduled before Labor Day. August 30 my wife emails customer service. September 6 the first bill comes. At this point the central air is not installed. My wife calls Ross in customer service. She calls service finance. Explains the situation to them. Is told that it is being handled. My wife speaks to Gina ** who tells her that Hector is working on getting the work completed.

September 9 my wife emails customer service. That afternoon Ricardo is sent to my home by Hector and I take him into the attic. He says he will call Hector to set up a time to come out the duct in. My wife speaks with Gina ** who tells her that the concern is to get the job completed and then they will deal with the lapses in customer service. September 20 my wife emails customer service. September 26 my wife gets a call asking her if she has signed the paperwork for Hector. She hasn't received any paperwork from Hector. Later that day she gets a call saying "Actually have you heard from Ricardo because we haven't."

September 30th we get a call from Gina **. She wants to know if we are available for an install that evening or the following morning. We are not. We both work and our children have activities planned already. Suddenly we are the problem and they are bending over backward to try and get our job done. My wife agrees to be home the morning of October 3rd for the install to be completed. October 3rd the duct is installed. It's cold outside. I've pulled out the hoodies and sweaters. But my central air is finally completed.

October 4th I'm contacted about a late payment. My wife calls and speaks with Ross in customer service. He assures her that the account is being looked at. She calls service finance. Is connected with Clara **. Explains the situation again. Clara asks to be forwarded the photos of the ductwork that wasn't completed as promised in August. She assures my wife that it's being investigated both by Sears and by service finance.

October 5 my wife speaks with Gina **. She is told there is nothing to do regarding the fact that a central air install took over 3 months. She is told her lost wages will not be reimbursed. She is told nothing will be done regarding the trash left outside our home, the lies about the ductwork. She is told nothing will be done regarding the work being declared complete and billing started when the work wasn't done. She is told nothing will be done about the fact that your installer lied to her face and we only discovered the lie when we climbed in the attic ourselves. She does offer new flooring. Also she does finally email the certificate of SEER rating we have been asking for since August 15.

October 6 I receive a phone call from Sears to verify the install is complete. They transfer me to service finance to verify. The rep from service finance is confused by the previous activity. She is able to see the correspondence records from Sept 6 and on regarding our dissatisfaction and dispute. She tells me the matter is being investigated. And now today October 7 I receive a call from service finance. A warning that there is a late fee on my account and it is about to be reported to the credit bureaus. Despite the phone calls and emails and assurances I have yet another inconvenience to deal with. This work was completed on October 3. I expect the billing issues to be addressed and corrected. I will not pay a late fee. I will not accept negative remarks on my or my wife's credit histories.

I expect reimbursement for my wife's lost wages. Over $2000 lost waiting for a company you contracted to come out to our house. That is Sears' responsibility to correct. And beyond that I expect some sort of attempt at customer service. I expect that Sears would want to fix the problem of a simple AC install taking 3 months. I expect Sears would want to apologize and make right after trash is left on my lawn for the entire summer, after I am lied to by your contractor, after my complaints are ignored. I expect Sears wouldn't want their customers hit with late fees for a product they don't even have. I would think Sears would want to ensure that their customers are happy. And most importantly I expect that neither myself or my wife will spend hours arguing, waiting on hold, typing and being frustrated over this matter. I expect a quick resolution. We shall see what happens.

Jim never called me back to explain why my doors didn't come. He called on July 21st to tell me my doors didn't come in. So I wasted a whole week of vacation. They rescheduled the following week. I made arrangement to take more vacation only to get a call from Zack ** that they couldn't come out. Ok they finally come out just one guy and the 2 day job turn into a 4 day job for the Windows and the 1 day job turned into a 2 day job for the doors. One day the guy did come or call. Sears never told me I had to have my alarm company remove my sensors off my doors. I had to pay $260.00 to have my sensors remove and put back on. I remove my sensors for 4 days leaving me and my home unsafe because they didn't show up. They told me that they were insured and they would pay for anything that was damaged. They left several holes in my walls that they refuse to fix because I have a older home.

Zack ** promise me a $300.00 gift card to cover some of the charges to my alarm company and to fix my holes myself. I never received the gift card and Zack had a bad attitude with me because I was complaining. They also didn't tell me my security screen door would not fit anymore. How do you spend $18,000 with a company and they treat you like this?

After they left, I checked online that furnace cleaning just needs $89. Maybe $89 is a special offer, but $525 is far away from $89. I checked Sears website, and was unable to find the price for furnace cleaning. I think they charged me as much as they wanted. The weird thing is: Sears sent me an e-mail for a survey of their service, but after I entered my order number, and ZIP code, I was told 'Survey for this order has already been completed' even though I didn't do anything with this survey. I suspect they don't want me to enter my opinions after they did such a bad thing to me. I won't go to Sears again!!!

Now they tell me it will be a week before they can replace the hot water heater because it's in the New York warehouse and I'm in New Jersey. I could walk it here in about a day why does it take a week to bring it over? I must have made 25 phone calls to all different numbers today all ending with we can't ship it any faster in very bad English. If I was waiting for a dishwasher it wouldn't be a big deal but a hot water heater is something you can't live without. As far as customer service goes Sears has to be the worst I have ever dealt with and I have bought a lot of appliances from Sears over the years but think I'm done with them.

We canceled our policy, with a $140 cancellation fee of course, and have vowed never to use Sears again. I have to say that I purchased this contract against my better judgment, as I had been warned by numerous people, including my own husband, that Sears has been guilty of bait and switch tactics for years. Lesson learned.

I call customer service again and wait another week to receive my third replacement by then different delivery drivers who are actually kind and actually even suggest to me to take my business elsewhere. As they are finishing up they notice that the refrigerator is not only damaged but scratched as well. They take a picture and tell me customer service will call me in 10 mins. I wait 4hours and no call so by then I call where I am dealt with the worst customer service of my life. I got the runaround and finally when the problem is escalated they transfer me to a higher department and the lady offers to upgrade my refrigerator to a different model and waive the difference. Somehow she ends up hanging up on me. I wait for a callback and once again nothing.

I call back and of course start from the beginning. "Let me tell you and remind you I have been on hold for over an hour previously," I tell the customer service rep and she puts me on hold for another 20 mins and tells me that she cannot do anything with it. By this time I am literally in tears. I told her just to return it and get my money back which takes 7-10 business days and 4 days for them to come pick up their fridge. This was my first purchase from Sears and will be my last. No one deserves to be treated like this and waste their time.

The international call center, with their extreme language barriers, indicated I had to be in the store to change the delivery time. Just so happens I was right at the SEARS and paid visit to the major appliances dept, just to be told that they cannot change the appt. This is EXACTLY why I kept the woman on the phone, placed the conversation on speaker for the store reps while they battle it out as to whose responsibility it is to change the time!!! OMGGG I could scream just thinking about that day.

Needless-to-say, it was Friday, so because the ONLY logical thinking person appeared to be me, I rescheduled the delivery for the following Monday HOPING that someone of authority would ensure the time was changed to AM - WRONG AGAIN!!! I tried contacting the Customer Escalation Dept, and JACK agreed with me, but was obviously not equipped as a SEARS employee to be able to ESCALATE my complaint for immediate resolution. At the end of the week (Friday), I was assured the delivery FINALLY was rescheduled and that I would receive it in the AM, which unbelievably I did!

The delivery person waits until they have brought both machines off the truck and placed into my basement BEFORE he breaks the bad news that he cannot hook up my washer! So in the middle of the floor they left the brand new washing machine!! Apparently, my water valves were corroded (WTH), that was not true, but $10 later we changed them. The delivery guy EXPLICITLY said to call them RIGHT BACK the same day and that they would return Saturday AM to hook it up, as not to void the warranty. Well, I did as directed and need everyone to know that this is NOT how that worked out whatsoever. I was told by yet another international person that they could get someone back out in another WEEK! OMG.

I called the store to speak with the rep who sold me this merchandise, and then while working from home, had to stop and go back into the store as no calls were being returned. I get in the store and the sales rep is acting like a cuckoo! I immediately request a Store Manager, there isn't one for that store currently... Problem #1!!! I request the Associate Store Manager, but NEVER got him either… Problem #2! Then I said "that is it, I am fed up. Please have someone at my house by tomorrow morning before noon to hook up my washer and if that is not a realistic possibility please make the appropriate appointment to have SEARS' merchandise removed from my home altogether so that I can be credited."

On Saturday, the sales rep calls me at 10am like everything is all good between me and SEARS. She tells me that she is STILL TRYING to get someone out to my home by noon... SAY WHAT?! As if things couldn't have gone any further south, I was on the phone with her while sitting at the PUBLIC LAUNDROMAT washing my filthy clothes/linen that have been lying around for almost three weeks. I calmly told her not to worry and that the second I left the laundromat I would be in her store with my receipt for a complete credit.

During our call the contracted delivery service called me back about their lazy driver and I asked that they come and pick SEARS' merchandise up and the gentlemen immediately obliged, as he could not believe what I had been through either!!!! The pickup was the same day (Sat) between 3pm-5pm, they came at 3:15pm! I show up in the store for a full credit and the sales rep is back in cuckoo mode as though we had not had a previous conversation that morning. She is calling various people when all I asked her to do is to return my nearly $2K back to my credit card, no doubt concerned about her commission.

I could go on, but I feel my BP rising already!!!! If you are considering Sears don't do it because you will hate yourself after you get off the roller coaster ride from hell!!!! I am still three days later receiving automated calls on my cell phone about complications with my delivery - SAY WHAT?!!!! And was told that the credit would take 7-10 business days, but only took 2 mins in the store to take the money!!!! I still have yet to be able to lodge my complaint with anyone within upper management of SEARS… What a way to run a business!

A week comes and a contractor of Sears (American Home Services) came, they said it would not work and would require an additional water valve $120 and some other charges because we don't have an electrical outlet close by. We were not informed by the sales guy that it would cost so much more. So we told the contractor we would get another unit and to return that one.

My brother went back to Sears and told them he wanted a refund and get another one. The sales "issued" a refund and that it would take 6-10 business days. So now the sales guy said it would take another week for the new one to get in. My brother again, paid for the second unit using his debit card with his name on it. The second unit was $300 less.

A week later (Now onto the second week without hot water), the same contractor comes! This time, the same installer came and said it would cost $480 on top of the $260 plus $70 for delivery! $200 for external tank, $140 for gas valve and $140 for water valve. Now, tell me how the water valve is now $20 more from a week prior? At this point, we did not want to deal with them anymore. My brother called Sears and told them we wanted a refund and that we would pay for the delivery costs. Now here comes the headache part.

It was well over 10 business days since the first one and we did not get a refund! So we go to the store and tell them and the supervisor said yes, it took 6 days after the first one was issued a refund to get the refund process started because it took 6 days for the contractor to return the tank to the warehouse. It was in their computer. I asked them to print it out as proof and he said he could not. This was on a Saturday, 3 weeks after the first one was purchased. The guy told us wait for Monday and see if the refund is issued.

We go home and lo and behold, Sears sent us a check from Bank of America! But, there were two things wrong with it. First, it was under our dad's name who passed away! Why did they not issue a refund directly back to the bank card (Wells Fargo)? My dad did not purchase it, my brother purchased it under his bank card under his name! Second, the amount was over $300 less than what we spent! They refunded the amount of the tank but not the labor and the county permit!

We go back to Sears and tell them and the guy said he can't do anything about it and to call the Sears customer service number. He gave us some number. We go home and call it and the number is disconnected! So we had to Google up Sears number and call them. From there on, it just went downhill. They said they had no record of the labor costs and permit fee and told us to go to the Sears we purchased it from and to get a refund there. My brother did not want to deal with it so he went to Wells Fargo and they told him that what Sears doing is not right and to go to the supervisor at Sears and tell them and if it is not resolved, to call the Wells Fargo number on the back of the bank card.

So, my brother, myself, and my mother, we go back to Sears for the 5th time (waste of our time), and explain to them the situation. We brought our father's death certificate and his identification (This was a slap in our face) and the receipts to tell them that our father passed away and the check was under his name and that the amount was not right! The supervisor spent like 20 minutes to explain and tell us that they have nothing to do with refunds and to call the number. We told him the number he gave us was invalid and then he gave us another number.

We go home and my brother calls. Same thing, they have no record of the refund. A week later (now it is October) and nothing. My brother just called the Wells Fargo to explain to them the whole ordeal and they said they will contact Sears about the TWO water heaters + labor costs that was never refunded and to wait 10 business days.

So my word of advice, be careful when dealing with Sears' appliance and wanting a refund. There is so much disconnect from the store and the Sears office. On top of that, they need to train their salespeople to inform with clarity the extra costs involved with the water heater installation, because $260 for the "basic labor" plus $480 when the contractor came, which is close to $800 or more than the water heater is way too much. We ended up buying a water heater at Home Depot for $650 and paid a licensed contractor $250 to get it installed. The contractor told us there is no way it should close to $800 to install a water heater.

Sears was good back in the days, but now they are going downhill because of this terrible customer experience. This is the worst of its kind. How hard is it to issue a refund? Why send a check to another person in the household who passed away when the item was purchased using a debit card under my brother's name and why was the amount so much less than what we paid for? Lot of bad business practices here. My guess is that Sears wanted to send the check instead of Debit so that the customer has a hard time getting their money back so they can keep the $260 labor + $60 county fee.

I waited over 2 months to have a washer/dryer installed into my rental property, but I eventually gave up on them and just had to install it myself before the new tenants moved in. Luckily, they left the washer/dryer at the property when they brought the wrong vent, so it was easy to have it installed by my husband. Their customer service is a joke, don't waste your time. I'll never get those 2 months back, but I hope to warn people to never use Sears Home Delivery.

I should have known better, but I also placed an order for a microwave later the same week. I attempted to do so online, but continued to receive a message indicating that I had failed to input my address; I had done so several times before giving up and calling customer service, and I use that term loosely. I placed the order with a human being, which was an incredibly arduous process due to the difficulties with language. Once that was completed, I received a confirmation email indicating that the pickup location was the wrong store, not even in the correct city. I called customer service and was transferred to a person who told me she could not help me and gave me a number to call - which was the EXACT SAME NUMBER I JUST CALLED!!!

She apologized, said she would transfer me to the correct department and I was promptly disconnected. I called again, by now extremely frustrated and cranky. The customer service rep told me that she would try to change the pickup location, but "couldn't guarantee anything," and put me on hold. She returned to tell me that there was nothing she could do because the order had already been placed. I told her to cancel my order. At which point, she offered to cancel the order and reorder the item with a 10% discount and change the pickup location to the store I requested. In reviewing my information from the original order, I found that my name had been misspelled and my address was incorrect. I have to assume this ultimately would have prevented the cc charge from going through.

I spent at least another 20 minutes on the phone attempting to ensure all information was correct; a timely process, again due to language difficulties. I received another confirmation email, which showed that the contact person permitted to pick up the item was wrong. So I called customer service yet again and was put on hold due to "unusually high call volume." When someone answered, I was told that they would be unable to change the name of the pick-up person, even though I placed the order all of 90 seconds prior, and that I should call the store directly and send them a photo copy of my identification. I will NEVER purchase anything from Sears again. I now have a raging headache from the experience.

from a delivery date from the 16th to the 23rd in minutes.

I called the toll free number and was answered by an offshore operator (it was 1 am in the morning). The operator failed to have any information, since they only have general information for inquiries, and told me to call back between normal operating hours (8am to 8 PM I believe). Next day, the operator tells me that the couch is back ordered. How the website doesn't tell you this information before ordering is a mystery, I mean the mystic powers of the internet clearly makes information magically appear within seconds before praying to the computer gods. Now I have to book the elevator for the 23rd. I don't know what time it would come in, so I had to tell the front desk at my Condo to book me a slot for an unspecified time for that day. I don't want to be that jerk that books the whole day, just so I can get 2 pieces of furniture sent.

Sept 21. The 21st comes and I receive an automated call. They give you a 7am - 6pm window to wait for the delivery. This might be standard for most places so beware if you live in a Condo and have to book specific time slots for the elevator for move in/out. So that still doesn't help me but I recall the second operator telling me that the automated call will give me a tighter window 12 hours before the delivery day. The next day comes and the automated call says that the delivery will be there from 9am-1pm. Luckily the elevator was free until 2 pm, so it should be good to go. A little before 1 pm I get the call from the delivery guys and they're here to drop of my stuff.

The problem is, only one piece was to be delivered, my TV stand. The delivery guys know nothing about delivering a couch, and how should they since they're an outsourced company with no real affiliation other than deliveries. There was no email or phone notification saying that my couch was delayed either. My third call was pretty irate to the toll free number, and I sincerely feel bad toward the operator that answered my call. Anyway, she says how much she's sorry and that she understands how it must feel, but in a non-sincere way, like she's been saying it all day and the words just lost all meaning. She's just saying all that garbage because she's paid to and the only thing she's looking forward to is her lunch break so she doesn't have to deal with all the pissed off customers that had the unfortunate idea of shopping at Sears.

I was told this time, that the order was to come on the 30th of Sept. So I went to the front desk to book a time, which was 10am - 2 pm since they need a 4 hour window. I called my 4th time to specify the time with the operator but was told that it would cost me an additional charge to have a 4 hour window for my delivery. Oh boy did this set me off. After a short conversation about how mad I was with the whole ordeal, she put me on hold to speak with a manager about getting this window secured without charge.

Sept 30 - The delivery finally came. The move was smooth mainly because the delivery men know what they were doing (not like the rest of this ** show). I unpacked the couch and lo and behold one piece of the sectional was beige and the other was light brown. Like 2 turd coloured shades different, totally noticeable. At this point, I'm done with it all, I'm gonna deal with it, maybe get a few beige and brown couch pillows to pull everything together. Needless to say, I will never do business with Sears ever again. With all these businesses going out of business, Sears will probably be next and I won't shed a tear when that happens.

After one more week, the 4th technician came in and installed them and left after saying it should work in hours. In the next day, no cool still and I made a call again to Sears. The 5th technician came in after my waiting another week and he told me that we need to replace a dryer and condenser. He ordered the parts. The 6th technician came in and said no need to replace the dryer and condenser and the real problem was compressor. So we ordered the compressor 2nd time! Up to this day (September 30, 2016) I am writing this review, time has lapsed more than 3 months and the problem is still there. Now you can imagine how frustrated I am without a functioning refrigerator in the home for more than three months! In short, 1) Sears Home Services business model is horrible, no accountability for its staff, 2) no or lack of qualified serviceman.

I wait for a supervisor because the next repair date is a week away. Supervisor can't do anything for me. He won't give me his supervisor because I need to talk to corporate. "What's corporate's phone number?" He doesn't know. He's got a phone number that he knows doesn't work. He tells me it doesn't work. But he's trying to give it to me. I waited for 20 minutes on hold just to get him on the phone and he then hangs up on me. I call back again, again, 25 minutes on hold and this time no one shows up on the line. I'm currently on hold again... 15 minutes and counting. I am now looking to never ever use Sears or their repair service again. I'm going to find every site to spread the word throughout the internet to let people know that Sears and Sears products and Sears Repair Service is HORRIBLE. They NEVER even apologize at all.

Call back the next day, a different Rep begins to give options and didn't sound helpful at all, I ask to speak to someone else because I can see I'm going to get nowhere with you and he hangs up on me! I call back get a woman who is very sympathetic, apologizes for the hang up, let's me know the MOST she can do is $65 off of the repair or 10% off of a new unit, she also lets me know that she is the last stop, she deals directly with corporate there is no other number to call, no supervisor and that's the most she can offer. I decide to file a BBB complaint, when pulling up the corporate office info, the site recommended that you call prior to filing your complaint. Turns out there is another dept!

I call for the 8th time, talk to a lady, very sympathetic, transfers me to another dept, and they tell me "Yes we can help you, I'll file for a refund of your $69, put in to have the repair cost reduced and someone will contact you within 24 to 48 hours with the results. I'm so sorry for the wait time." I'm thinking "Great. What a relief. They are really going to help me!" Not to mention here in CA, we've had temperatures as high as 104 degrees with no cool down in the evening! I wait a full week, no call. I call back, give the lady my case no., turns out the first rep made a mistake by transferring me to the research dept when she shouldn't have (twice I've been made to feel like my issue was really going to be resolved) and the most they can do is $40 off of repair! Well the other lady offered me $65, long story short she'll meet the $65 offer. Towards the end of the conversation her tone has changed to a very sharp tone, and "This is all we can do!"

I ask for the supervisor, she gets on the phone, I explain my frustration, she tells me it's my problem not Sears', that it's a seasonal unit and I've only used it for 4 months, and they are providing good customer service with the offer and she became rude in her tone. I asked if I could take my complaint higher, she said no! This unit had a manufacturer defect, had it been used consistently would have shown itself 4 months into the warranty period, but according to Sears not their problem! I will never shop at Sears again and recommend you don't either! I will tell all my friends and family, especially my mom who has shopped at Sears for more than 50+ years, buys all her major appliances at Sears, I Will tell her to pick out what she wants and we will get it priced matched at Best Buy! I've been in retail management since 1995 and the consumer is your most valuable asset, unfortunately Sears disagrees!

On 8/29 the same tech returned to install the parts. Tech installed the parts and charged me the remaining fee of approx. $209.00. Upon further review I realized the ice maker was not working and the fridge and freezer both seemed to still not be getting cold enough to store food. I called the tech directly. He told me he sometimes forgets to re-attached the ice maker and that it was easy and I should hook it back up myself because he was too busy that day to come back out and FINISH HIS JOB. I had a business trip and when I returned (after plenty of time to give the refrigerator time to "cool down"O) I determined it was not fixed and called again to have the tech return a 3rd time.

On 9/1 a 3rd service call was made. A 2nd different tech arrived and diagnosed that the problem was unfixable and the unit would need to be replaced. He explained that the 1st tech should not have ordered the parts as he misdiagnosed the problem and the unit never fixable. Something I would have enjoyed knowing back on 8/17 so I wouldn't have gone a full 2 weeks with no refrigerator. He then gave me the number to customer service and said call them and ask for a full refund. "I'm just a lowly technician. They are god and can authorize it" were his exact words. At no time did he tell me the parts would need to be returned to get said refund, OR did he offer to take the parts out, since he was already there.

9/2 I placed a call to customer service to request a refund. The customer service rep was very rude from the beginning of the call. The rep said that in order to receive a refund the parts would need to be returned, which I explained was impossible since the old unit had already been taken away earlier that morning and no one had told me that until now! I actually offered to try and contact the delivery company to gain access to the unit and attempt to extract the parts myself if possible... The rep told me NO, a new service call (which would be the 4th one) would need to be scheduled so a tech could remove the parts.

9/6 My wife called to talk to customer service because I was frustrated. She was told by the customer service rep that we were due a refund but that the case would be sent to an offline evaluation team and we would hear back in a week. We never heard back from anyone! 9/16 I called customer service to try and find out the outcome of the offline eval. I was told by a very polite customer service rep that a mistake was made, and the case was sent into the wrong queue of the offline eval team which is why we had not heard back.

She took all of the information from me again and promised to send it to the correct offline evaluation team this time. She also said the case was very incomplete in terms of the notes. Specifically that ZERO notes were inputted by EITHER service tech of the 3 visits, and that the notes inputted by the 1st customer service rep I spoke to were vague. Vague? I would call them grossly inaccurate based on my responses to the notes above! 9/21 I received an Email from the Offline team. Email said they would offer a $50 refund. I was out of town when the email came in and decided to deal with it after the weekend

9/27 I called the number to reject the refund and was met by another rude customer service rep. Rep explained the case was sent to the offline team and their decision was final. I explained I did not agree with their decision and asked for the number of the offline team and she refused to give it to me. I asked to speak with her supervisor and she said there was nowhere to elevate my call. I told the rep, then she must be the boss and therefore the one I needed to speak to because I was not accepting this and needed someone with the authority to make this right decision.

Rep told me she was not the boss, but that she would not transfer me because there was no one to transfer me to. These seemed like outright lies to me. I refuse to believe that a customer service call center is operating without any supervision. The rep continued to try to offer me the $50 refund even though I had already declined it explaining given the circumstances it was completely insulting and unacceptable. I explained I was going to seek legal action and asked again for a name to address the demand letter. The rep gave me the Sears corporate address with no name or dept.

I called back the following day, was transferred 4 times, and then the manager informed me the next available appointment was 2 weeks out. That will put us 4 weeks without a microwave. She was going to include some notes to the routing manager and see if they could do anything. I am not holding my breath. Sears could not care less about keeping the customer happy. They absolutely will not let you talk with a local representative to try and resolve an issue. Even the local numbers provided online connect you with the call center. Extremely unlikely to ever purchase from Sears again.

I had a great deal of trouble reaching the district manager and only after telling them that they could either talk to me or a lawyer did I receive a callback. We were told that they would install a temporary sink while work was in progress. Unfortunately we were expected to provide the sink. The old one had already been sold and removed so we are stuck trying to wash dishes in a bucket. When I pay almost 30k for a remodel I expect a professional and complete job. Unfortunately, with the exception of the cabinet installers, it was neither. I will NEVER deal with Sears Home Services again. I am still sitting here staring at an incomplete kitchen used for storage of construction materials and a garage which is also being used for storage.

Checking on Appliance Repair Forum I saw that UL is fairly common, and you simply need to replace 4 suspension rods (less than $50 and is DIY). We did, problem solved, no $1,000 repair and no sale for Sears Appliances or Home Services. We're done with them forever, after being loyal customers for years. They must encourage techs to make sales, given the sorry state Sears is generally in. Pity, used to be a fine company.

The guy had attitude. He put the new panel in and then pronounced that the panel wasn't the issue. He called his tech support and was on the phone with that person for an hour. I finally gave up on my appointment I had to do and asked the guy what was going on as he wasn't communicating anything with me. He said it was a compressor and that I would have to schedule a new appointment. He re-installed the old panel and then had me sign a receipt.

Seeing the $ amount I asked if I owed anything and he grumbled some snide remark. When he finally left I said "thank you" and the guy said nothing. What a rude tech. By the way his ID is **. Never, ever send this guy to my house again. So now the refrigerator hasn't been running correctly and we have lost our third load of frozen (now soft) and refrigerated items. I am livid. I've been buying Kenmore for over 35 years but you folks are fast losing me. I want this refrigerator repaired correctly. I want a competent service person who isn't a jerk and who is on time. Or I want this thing taken away and my money back.

Sears did a recorded call to me Thursday night (9/22/16) to state my delivery window would be 530 to 730 PST on 9/23/16. The delivery was to be a mattress (8218130) and 5” box spring (8218123). At 5 pm PST on 9/23/16 I receive a call from the delivery truck stating they would be at my house in 5 minutes. Almost 30 minutes ahead of the appointed delivery time. At 515 PM PST, the men came in and took out my old queen mattress. Than they brought up a 12” box spring and I told them it was the wrong one. It was 8297369 and not the 8218130 I ordered. They said that is what the warehouse gave them. They then brought up my mattress which was the correct one.

I began to search my receipt for a customer service number which does not have any contact numbers. I then had to go on the internet and found 800-349-4358. The delivery guy tried calling his warehouse to let them know of the issue. He got through to a person before I did so he let me talk to them. I explained my problem and said I needed my correct box spring delivered today as my bed is too high and I can’t get into it with my bad hip. He put me on hold for 20 minutes. Please note, I was using the delivery guy’s phone so he was stuck at my house waiting also. Finally they said they could delivery my box spring Tuesday 9/27/16. I told them that was unacceptable as I could not use my bed at the moment and I can’t take off work to wait for them to fix their mistake. I ask to talk to a supervisor and they said they would call me back.

At this point I ask the delivery guy to just take the box spring back with him and he said he couldn’t. I needed to keep it until I got the correct one and he left. At this point I called the 800-349-4358 number and got a Debbie in a Philippines call center. I explained my issue and she asked for my order number. I gave her my date of purchase, phone number and my sales ticket number (which is I used to view my order on the sears website). She said she could not help me because I did not place an order.

I explained to her that I did have an order and have a receipt proving so and gave her the information again. She said that I needed to call the Sears store where I bought it from for help. At this point I ask her to speak with a supervisor and she kept telling me I did not have an order. I again explained to her I do have an order, a receipt, a delivery information and ask to speak with a supervisor. She went back and forth with me and I demanded to stop speaking with her and speak with a supervisor. She never did and I had to hang up in frustration.

At 615 pm I received a call from the warehouse supervisor telling me the box spring can be delivered on Tuesday. Again I explain my bed is too high and I can’t use it with my bad hip. This is their mistake and they should have confirmed they had the correct order before leaving the warehouse. At this point the supervisor told me they would not get another box spring in until Tuesday and all the other ones are marked for delivery. I then ask where is my box spring that should have been marked for delivery to my house and why is it missing from the warehouse. She could not answer my question and said she would investigate it because the warehouse supervisor was at lunch and they would call me back.

At 8pm PST, I called sears customer service (800-349-4358) and explained my unresolved issue. The call service provided told me I needed to call 800-732-7747 and then hung up. Calling that number I immediately ask for a supervisor and got Kurt to assist me. Kurt followed up that my delivery would be Tuesday 9/27. I again explained my bed is too high for me to use with my bad hip and I know Sears is delivery tomorrow. So I asked him to get my box spring on a truck and send them to my house tomorrow. He said the warehouse was closed and I would have to call them back at 8am tomorrow.

This is completely unacceptable from Sears. You are forcing me to go out and buy a step stool or sleep in a hotel for the next several days because my bed is unusable. In addition you forcing me to lose time off work because I have to conform to your delivery schedule. This is unacceptable because you are the one who made the mistake. It was your warehouse that provide the incorrect box spring and I immediately pointed that out to you when you came to delivery. Why am I jumping through hopes to fix this problem? Your customer service is terrible and you should be ashamed at how you are treating a paying customer.

At 810 AM 9/24/16 Sears did a robo call stating my delivery date would be delayed for my item and to call 888-567-3452. I called the number and was told my delivery date would be on Tuesday 9/27/16 by another customer service associate in the Philippines. I then explain to the associate to review the notes and that was not acceptable. She told me the box spring was not at the warehouse and I asked her to explain to me why. My original delivery date was 9/23/16 so my box spring should have been shipped to the warehouse and checked against my order. She asked me if the warehouse called me and I told him I talked to someone from the warehouse and still waiting for their call back on what happen to my box spring.

At this point she said she was sorry but could not explain to me what happen. I ask to be transferred to a supervisor and she said she was sorry but she could not tell me what happen to my box spring. At this point I explained to her I did not want to go through this game again as I did with Debbie yesterday. I understood she could not help me and ask to be transferred to a supervisor. She again said she couldn’t tell me where my box spring was. For the third time, I explained to her I was done talking to her and fully understood she could not help me.

I wanted to be transferred to a supervisor. I was then put on hold for 15 minutes and when she came back on she told me someone would call be back in 2 hours. I asked if she understood how ludicrous her request was to me that I have to wait by my phone for two hours to talk to supervisor and she said sorry that is the best she can do. It becoming painfully obvious that Sears has no concept of customer service and I do not understand why the Philippine call center has a tough time transferring folks to a supervisor.

AT 830 AM PST I called 800-732-7747 as I was instructed by Kurt last night hoping to get my situation resolved. I talked to Chris and ask him if he could bring up my file and read before we spoke. He told me that I already talked to a customer service associate and would get a phone call and email in the next 24 hours. I then corrected him stating I was told to wait for 2 hours to get a phone call. At this time Chris told me to hold on and then the call got disconnected.

Immediate called back and got Edra on the phone at 850. Edra explained the same the items is not available and would be delivered on 9/28. I then asked why it was pushed another day and she apologize and said it would be 9/27. I then asked to be transferred to a supervisor. Edra responded saying the supervisors were in a meeting for an hour and she did not want me to wait and she could help me. I thank Edra for being the first customer associate to provide me proper information and told her I would call back in one hour to talk to a supervisor.

Immediately after I hung up I received a call at 858 PST from Lilia from Sears who to talk about the box spring issues. Lilia asked me to explain what happened and I told her I ordered a bed and box spring on 9/17/16 for delivery on 9/23/16 and I received the wrong box spring. Lilia then told me that she would cancel my pending delivery and I had to go back to the East Ridge Sears store to order a new one. I told her that was completely unacceptable. I explained I purchase the correct 5” low profile box spring (8218130) and Sears delivered the incorrect full size one (8297369).

Lilia was surprised and said that was not in the notes. I explained to her I have said this many time to many people. She said she was calling from the warehouse and need to investigate this and would call me back in 30 minutes. I told her to wait that I talked to Isaac, David, and a woman yesterday about this and they said the same thing never calling me back. I also have told this to customer service. She said customer service has not provide her all this information and she would call me back. I asked her for the phone number to call her and she gave me 408-262-9300. I thanked her and said I would wait an hour for her call back.

At 922 AM PST, Lilia from the warehouse called back as promised and me my box spring was in the warehouse and went out for delivery yesterday. However, she said the delivery men incorrectly delivered my box spring to the previous customer (stop #15) and I received that customer’s box spring (being stop #16). Unfortunately the warehouse does not have box spring in stock and it can’t be schedule for delivery until 9/30/16. I explained to her what I am supposed to do about having a bed too high with a bad hip and she said that is the earliest date they can do. She told me to call 800-732-7747 and ask for an inconvenience fee as compensation for the trouble I have been going through.

Seeing this is the same number I call where all the supervisors are in a meeting I waited and called the number at 1106 AM PST. This time I got Sandra on the line and I immediately ask her for a supervisor. She ask for my phone number to check my order. I provided it and waited on the line a few minutes as she went through my order. She then said I would get a delivery on 9/30/16. I asked again to be transferred to a supervisor and she said please hold. After 10 minutes she told me she working on getting a supervisor and apologize for the wait. At 1121 AM PST, she said the supervisor is still busy and he would call me back when he is immediately free.

Not getting a call back (which is usual for Sears), I called the number at 1230 PM PST and got Joyce. When I ask for a supervisor Joyce told me she was a “trusted advisor” and could help me. I ask her to review the notes in my file and she did. She said I would get a delivery on 9/30/16. I ask her if there was anything about the problem I have been having with Sears and it was Sears who made delivered my box spring to another customer and I had to wait a weak while re-order. I also ask was their notes about compensating me for my inconvenience. As expected, there was nothing in the notes. I explained the ordeal I been having and how Sears is acting very irresponsible. She said there is nothing written down and if it was okay if I was placed on hold.

At 1245 Joyce came back on and confirmed that they could do nothing on their end. I told her that is unacceptable and give me a phone number of someone who can. So she said she would transfer me to a supervisor. I am really not understanding why you call Sears customer service and ask to speak with a supervisor they will not let you talk to one. I was then transferred to Reece who said she was the customer service manager. I again explained my situation and said the warehouse told me to call them for an inconvenience fee. Reece was very adamant that the home delivery customer service had no authority to rectify their mistake. I then explained this was unacceptable.

Sears should take responsibility for their mistake. In addition tell her employees when a customer ask for a supervisor, have the employees transfer the call and not waste time. At this point I am done with Sears and will just have to wait and hope I do not throw out my back trying to remove the box spring so I have a working bed and hope Sears has some form of competence they can deliver the correct box spring a week from now.

One week later, I am still waiting for my refund. I was also getting a call from the Sears Warehouse to set up a delivery date. They left a message saying that they could deliver the mattress no sooner than 9/24. I called Sears back and they stated that the order was not cancelled yet. I stated "Cancel the order now and send me an email confirmation." No one at Sears knows what they are doing. I will never order from them again.

So now I am stuck with chairs I purchased for $300 that I can't use. Sears will take NO responsibility. In fact when I called they transferred me to UnbeatableSale without my knowledge and when I called to file another complaint they once again filed it with UnbeatableSale. I was completely misled and from the confirmation email I have from Sears with return information on the email, I should be allowed to return the chairs for a full refund!

Talked by phone to several customer service reps, hoping to have delivery team return as I had purchased new hoses within my 2 hour delivery window. Was told no one could return for another week. All representatives were extremely rude. No one gave me the same message. I don't even know if I will get credit for hoses I purchased in the first place. When second team eventually returned for installation several days later, they informed me they "were not supposed to" install hoses to connect washer on a different floor. They did anyway, complaining the whole time. This whole experience was a nightmare.

For Monday's delivery they updated me with delivery times via text to my cell phone, but for today's fun and games they elected to use our home phone. This home phone has the ringer off... Somehow I noticed an incoming call to the "friendly" voice of today's delivery dudes. "You are hooking it up yourself? Yes?" "No, we paid for some gas hose AND set-up AND placement." "Not on my paperwork, Sir. Don't even think we got one of those on the truck." Called "customer service". Told him it MUST be installed today, without fail. "Yes Sir, we'll be out the 26th and get that taken care of." "NO YOU WON'T." "Yes Sir, we get a installer there the 26th." Please transfer me to your manager. Same routine. Demands. Same spiel.

We have been living out of a cooler for a long time. I keep calling and complaining and finally a representative tells me that my service agreement covers refrigerator rental. Why wasn't I told this months ago?! They give me incorrect dates for service visits which I find out about only after repeated calls. The window given is 8 AM to 5 PM. The repair technician fails to call me as requested before coming and just shows up when I live 50 minutes away from my work. Do yourself a favor and do NOT buy an appliance from Sears!!

Set up an appointment. They don't show up. Company they sent me to was Midway Appliance. I called them that day to make sure they were still coming. They said they were so I waited all day. No show. I call them the next day to have them call. They never did. I cancelled my contract with Sears for my money back as they were of no help to me... I will get it back but they say they have to cancel the repair I ordered in the first place and I can call back to cancel in 3 days when it's cancelled for a refund. I will never ever buy their extended warranty or an appliance from them again. They can't service it for me in the first place. Pissed off customer.

I received no call on Sept. 20 and no refrigerator on Sept. 21. I called Sears, and they said my American Express card was denied. They said call my credit card company and denied any problem with the order. I called American Express and they verified that the problem was on Sears' end and that the charge went through and was still pending. I called Sears again, they refused to put me through to a manager assuring me they could handle my problem. Of course they could not and did not. I wasted an hour on the phone.

They finally acknowledged the error was on their end. They promised 10% off the order and free shipping. Wanting to move on I agreed. Then when he quoted the new price it was HIGHER than my original price. Evidently the sale price I had at time of purchase was no longer in effect. I was told I could only get 10% off of the new price which was 20% higher than my original price! So, an hour wasted. I insist on speaking to a manager. I have to explain the entire situation again, rebut all of their incorrect data, the entire routine again until the manager finally acknowledges Sears' error and agrees that it should receive 10% on the original price.

Now 2 hours later, and a wasted morning, I am told I will not receive the new refrigerator for 4 weeks! So, I am without a refrigerator for 4 weeks, not the end of the world but a major inconvenience for sure. BAD JOB SEARS. VERY unimpressed with your telephone representative custom service. Making it way too difficult to talk to a manager. Denying responsibility. Wasting 2 hours of my time, and no special help with an early delivery date. Be sure to double check your orders after a day or two. And ask for a manager right away no matter what they tell you, otherwise you are wasting your time. I now face a weekend of company with no refrigerator. And little compensation or concern for my situation from Sears. Last time I make a major purchase with this company.

I took my watch to another Sears store just to be told it would have to be sent out for 3 weeks. For a battery replacement? I contacted Sears complaint department and, although pleasant, was basically told "sorry about your luck." I can't get my money back, I can't get the battery replaced at a Sears location, I'm not going to send my watch out for 3 additional weeks. If I go to a jeweler's to replace the battery, what good is the Sears service agreement? This is just the final straw. Since March 31, 2016, I have spent upwards of $18,000.00 at Sears setting up a new house. I've had nothing but problems. I just purchased another home and had intended to spend just as much. However, Sears has just lost ALL of my future business.

We were told to expect a confirmation call for our Sears appointment (it never came); and the service man was supposed to call ahead when he was on his way (he never did call at the appointed time). The Sears service man showed up the next day, but two hours late. Said all computers were down and he could not pull up our appointment (interesting to note that the Top 716 Complaints and Reviews at ComsumerAffairs(dot)com is about "Sears Appliance - Refrigerators").

Turns out, according to bad reviews from consumers, the "computers are down" excuse is constantly employed by the service reps to get around anything they want according to many who report on the complaint site. That includes missed notification calls, appointment times, and inability to repair because the reported problem with the ice-maker (or other product) was "normal" (see below).

I explained the problem with the ice-maker. So, the generally arrogant service man generated ice from the maker placed large samples of the "bad" ice on our counter-top on colored paper towels... took photos, and said, "This is normal ice. This is how Samsung's ice maker produces its ice". I pulled out the freezer drawer and produced absolutely perfect cubed ice from the supplemental ice-maker. Despite that, he continued to claim our "bad" ice was normal (BTW: this all takes into consideration that, when switching from one ice mode to another, it is typical to get a little left-over crushed in a glass of cubed. But with us, it comes out that way, all the time.

Ostensibly, the man sent photos to Samsung, covered his conversation with their rep, wouldn't let me talk with the so-called Samsung rep... then, proceeded to tell me that Samsung agreed with Sears analysis despite the fact that the photos never got to Samsung (because the computers were down) "The ice was normal, even if it was crushed when the cubed button was on". We paid over $500 for the service contract, three years ago--never made any other claim--and they have not honored it. As of today, the top ice-maker only dispenses a weird combination of mixed half-baked cubes and crushed ice (at the same time... no matter which door button is pushed for type of ice).

Moreover, none of their customer service nor store representatives were customer friendly - several of them hung up the line, or did not even bother to answer basic customer queries. Even upon asking them politely several times - they would shuffle me back and forth between their online, delivery and store team. I was doing all the follow-ups, calling different departments and keeping track of my order status and cancellation. This is the kind of service provided for a items worth more than 3 grands. Definitely - one of the poorest retailers in the country.

We called again. The store said we need to speak to customer service but customer service said we need to speak to the store. EVERYONE tried to shift their responsibilities and till now SEPT 16, no refund is arranged. When we called to the store again, the item and installation are still not cancelled!!! SEARS tried to cheat all the time, we are going to call police and file legal complaint based on our experience.

Overall it will be a six week or more time frame that I will have been without my dishwasher. When I called Sears to express my concern about the timeline and asked for a solution I was told I would just have to wait. If I had not spent the money on the 5 year service contract, I could have had a local service company up the street from where I live make the repair for me. I will never buy another product from Sears again and their service contract is a WASTE of money.

The next available appointment was made for a week after that, which means, but the time all is said and done, that I will have gone 5 weeks without refrigeration, and that's only if they actually fix it at that time. The catch with buying a Sears warranty is that they take forever to fix something. I suspect that they do this in hopes that you will give up and pay for someone else to take care of the problem. Do NOT waste your money on a Sears warranty. We have a house and garage full of Sears products. Their brand used to represent quality and service. It is now clear why they have lost their market share. We will not be buying anything from them in the future.

A few days later they asked me to unwrap the broken bottles and provide pictures. I sent them a picture of a couple broken bottles, managing to cut my finger on a broken piece of glass in the process. This still wasn't good enough they asked for more pictures. I sent them over 27 pictures in all. I sent them several cutting my finger as I stated. It is not safe to continue to pry open these items. I think I have done more than enough to honor their requests for proof.

This has gone on now for over 3 weeks. I would not want to lose a customer over what is an obvious bad packaging job from them. With every email which I have numerous, all they ask is for more and more pictures. This is like all of the english language they know. It is like a broken record. They obviously don't want to do what is right and reship or credit my card used. So if this post saves you guys hours of hassle and frustration not to mention your money, then my $110.00 was not totally lost in vain! I can't believe Sears has not stepped up to issue a credit since it was their website selling these for this company. I am filing a consumer complaint with the BBB and the FTC. I believe this company is actually offshore because their emails are between 3am and 5am EDT.

Please do yourself a favor and buy elsewhere. The positive reviews on here must be employees or family just to help boost their rating. Be smart. Pay attention to the names etc. Look at pictures of their business address on Google Earth. Nothing there. If it wasn't through what I thought was a good company, Sears, I would have done more homework myself. I hope the BBB will at least help in some way! BUYER BEWARE, YOU HAVE BEEN WARNED!!

"I want to use Discover ** for all future purchases with Sears Holding Corporation. I understand this lets me check out faster by not having to log in to PayPal to finish my purchase. I understand that if I have a PayPal balance, that balance will be used first to complete my payment and that if my preferred payment method is expired or declined, PayPal will charge my backup payment method. I can change my preferred payment method or cancel this authorization at any time in my Account Profile at PayPal.com."

Around noon I decided to call their 1800 number to check status on the schedule and the automated voice service said it was changed to come in between 12:45pm and 2:45pm. I waited another hour and called again just to confirm but this time decided to speak with a live representative. The lady who answered checked in to my service request and said that they would need to reschedule this appointment due to it being scheduled for a annual maintenance and apologized for the miscommunication. I asked to speak with her supervisor to request the repair be done today since I wasted an entire Saturday waiting and didn't get at least a courtesy call about the cancellation.

I then was transferred to her Supervisor whom by the way said he was the highest rank of manager and that I couldn't speak with anyone else. His name of was Ron and was the rudest person I've ever spoke to, he told me I had no choice but to reschedule the appointment soonest being on September 19th falling on a Monday between 1 - 5pm. Monday of course is the worst day being a work day and no one would be home. He then kept interrupting me while I was trying to explain my importance of my washer being fixed before this date. He then said that he couldn't do anything else for me and that if I wanted that scheduled time or not. I had no choice. No wonder this company is going to ** and eventually going out of business, they have the worst customer service and obviously the reps are from a different country with accents that can barely be understood. I will never again make any major purchases with Sears!!

This "Repair Man" not only didn't fix the problem he created a new one. The Landlord called him back with the news but the Contractor said when he left it was fixed and this represented a new problem saying to have the $60 co-pay ready for his next visit! Sears was contacted and they made an appointment for a real Sears Repairman on 9-9-16 between 1 & 5. At 3 the Landlord called to make sure that they were coming and was told, "Don't worry he will be there by 5PM." At 5:30PM they did not show and Sears was called again. They claimed the Repairman's "computer went down so he did not know he had an appointment." It's the hottest summer on record and I've had no use of my washer for a month. With the time taken off from work that's enough money to buy a new machine or have a real Repairman come to fix the issue. Now a new appointment has been made for 9-14-16. Will they come? What will happen if they do? Only God knows.

On the 24th I got a text and call telling me that my delivery date had to be moved to Sept. 1st because the additional part I had ordered had not arrived at the workshop yet and I wanted everything to arrive together so that it could be installed. I agreed to the changed delivery date. A few hours later I got an automated call telling me that my order would arrive on the 25th. I thought this was rather odd since the date had just been changed and tried to call and check on my delivery. I got an automated message telling me my order would be delivered on the 1st. Believing the call about the 25th was a mistake, I was not really expecting a delivery on the 25th until I got a text saying my delivery would arrive in 30 minutes. They came and delivered my washer and dryer. No hook-up. Despite that being included in my order.

On the 31st (I believe) I got a call saying that the part I ordered had arrived, but they needed my dryer at the workshop to install it. They came and picked it up on Sept. 1st and a couple of dryer parts were left here as they were going to bring it right back on the 3rd. On the 2nd I got a call telling me that it was impossible to side vent my dryer. Now I was a little confused at this point as I had asked them to bottom vent my dryer. In any case, this was also impossible despite bottom venting and side venting both being valid options at check out. I was informed I would have to buy an entirely new dryer.

I contacted the sales department as instructed and double checked with them that the new (more expensive dryer) was indeed capable of being bottom vented. It should be delivered tomorrow if there are no further problems. Then I will just have to figure out how to get the extra dryer parts back to Sears without incurring additional expenses. I should be reimbursed for the cheaper dryer at some point in the future, but that does nothing to compensate me for the great inconvenience I have been caused by this experience.

I am extremely displeased by the misrepresentation of appliances I discovered on their website and the lack of communication between different Sears departments. Ex. Sales and warehouse, workshop and delivery. Finally, I have had the washer I ordered (with free installation) sitting in my utility room (uninstalled) for the past 13 days. With any luck someone will get over here and install it around when they are installing my (hopefully bottom venting) dryer.

In the afternoon I called Sears again, tell them I would like to just cancel the order to save the trouble so they will refund the money to my credit card. Again she said she's 100% sure it was already cancel. They don't need to cancel the order which never went through, I didn't know what to say... I tried to be nice to the customer service personnel on the phone. I know it's not really their fault but Sears online order system is screwing up their business. I gave up talking with them and I was gonna call my bank since my credit card has protection for things like this. I was also gonna order my bed with IKEA that night.

When I went home, guess what? The bed sheet from my SEARS ORDER ARRIVED!!!?? I thought they were very sure it was cancel and my credit card info didn't match??? Then why is the fee deducted in my bank account and why did I still receive the item? WTF??? I am still waiting for the rest of the order but I will definitely never shop at Sears.ca again...

So ordered another part and made another apt. which was today. Called and ask if we had received part?? Didn't know it was coming here. So almost a month without water softener, very hard water which is why we have one. Also almost two months filled with nasty water. Never drained even though I have asked numerous times and expressed mold concerns. I have filed a claim with Better Business, I have sent letter to the store Manager that sold us the water softener and the warranty, with no response even though he would check into it. At this point, since I sent it as email with read receipt, not received so I am assuming no action from the store.

SO, what I have is a broken water softener filled with nasty water sitting in my garage that is not fixed and no one seems to know how to fix. Additionally, we found out that in the State of Texas only a licensed plumber by law is to work on water softeners. I ask the Technician if he was licensed and he said no, only has Sears training. I can not tell you how disappointing all this is. Sears was a household word in our house growing up, we bought everything from them and ordered from their catalogs. Their return policies and Customer Service were excellent and we had no idea they had progressed to the dysfunctional mess we are going through. We have asked for a replacement, we have asked for our money back for the water softener and the warranty, we have received nothing.

I have conservatively spent 7 hours on the phone with Sears the past 3 weeks. Their system is an utter nightmare to navigate through. I've been hung up on, been hold forever. I have taken parts of 4 work days off to wait on repair technicians. And still no washer! Now I'm trying to just return the unit and get my money back. And that is difficult. They won't refund my credit card until the unit is picked up, taken back to the factory and rescanned in. But they can't give me any idea when that will take place. This is a nightmare, and no one at Sears seems to care one bit. Delivery doesn't talk to customer service that doesn't talk to repair. It seems as if Sears is trying very hard to go out of business as fast as possible.

I called sears repair and they said it was out of warranty and they could get a repair person out in 3 to 4 weeks. That was all the help I was offered and that was the earliest they could get someone out to service it. I called another repair Co. and they were out the next day. The repair, I found out was an ongoing problem Sears was having with this fridge, made by LG, and there was a problem with the main computer control board that controlled the defrosting cycle and required a computer program update. There are numerous complaints about this same problem that Sears was aware of. I would now like Sears to compensate me for the part and the labor charge because Sears knew of this problem for some time. I would like someone to contact me about this problem ASAP.

Ten more days passed and then another three and he installed a new ice maker and fixed a leak and added some other parts. He said wait three days. We did and it was still not working and he returned again. It takes three days minimum to have a tech come. This time he said we need a new compressor. He ordered one and it took ten more days and another three for him to come and replace it. I don't actually have the exact amount of days it took for the repair person to come each time but these are the minimums it took. We again were asked to wait three days and then again we waited for the repair person to come. This time he said it needed 2 oz. of coolant but this did not fix it either. In reality at this point it had been about 6 weeks without a refrigerator and it still does not work.

I want to say Sears has a lemon policy and it is three strikes you're out and they are supposed to replace the refrigerator but no. Apparently they have to come one more time. Now they tell me I have to wait 7 days to have a repair tech come to tell us it is not working before they can replace it. This is a horrible way to treat a customer to leave us now two months without a refrigerator and put all the onus of the problem on us.

I have called numerous times, spent hours on the phone waiting for someone to pick up and then hours more talking with people who although pleasant told me they can not do anything. I want you to know I had renewed my service contract which was to expire late August in July for another 3 years. I have been a customer since 1979 both in NY and in NC. I have sent people to Sears and purchased appliances from them for not only myself but for my kids as well. But this does not matter as this is as I am told an expensive refrigerator and only the District Manager can say it needs to be replaced.

Can you imagine living without a refrigerator for two months. They don't care and have me waiting for a tech now until next Friday at which point I have every confidence it still will not be working and if they give me authorization to replace it, it will take another 4 or 5 days to actually receive the replacement. Not sure what help you can give me at this point, but perhaps you can help warn others about the Sears protection plan protecting Sears but not the customer.

Within a couple of months, we were having trouble with it. We were without a dishwasher for nearly 3 months while we waited on Sears to come out to fix it. During that time, some "helper" on the phone determined it was the upper spray arm (even though I told them exactly what the problem was) and sent a spray arm to our house. When a tech finally arrived, after several reschedules, he asked me why on earth they had sent a spray arm when it was VERY obvious that wasn't the problem. He ordered the right parts, scheduled yet another appointment, and we waited.

At the second repair appointment, the pump was replaced. The dishwasher worked for maybe a couple of months before it stopped cleaning again. It was also giving off a terrible burning smell when it got to the dryer cycle. We were afraid to use it, since the burning smell could be smelled from anywhere in the house and we didn't know if it was going to catch fire. The elements had turned completely white. (This was a dishwasher that had been used less than 4 months total in the nearly 10 months we'd had it, so the dishwasher was still basically new.) Once again, we were without a dishwasher for several weeks. After a long wait for an appointment, a tech came out to look at it. He said nothing was wrong, and said we should clean the elements. He "sold" my husband some cleaner - and we ran it through the washer as directed, and the burning smell continued.

We called AGAIN, and (once again) because they were so "backed up" with repair appointments, we had to wait a long time for an appointment. The tech that finally came said that we'd had enough repair requests for the washer to be labeled a lemon, but because they'd not all been handled within a 12 month time frame, it didn't count. In other words, because Sears had taken so long to schedule the appointments, stretching out the time frames, even though we hadn't used the dishwasher more than 6-7 months time in the last 12 months because it was broken, it couldn't be labeled a lemon. All because they took so long to schedule our appointments. Did I mention that we're a family of 6, with four small children? Being without a dishwasher for weeks on end waiting for an appointment is not what I do for fun.

I demanded to talk to someone about the dishwasher & the "lemon rule," and finally got a Customer Service person who said that "YES" my dishwasher DID qualify - and transferred me to another person who went on to tell me that that person was wrong. The 5th or 6th person who came out to fix the dishwasher this past summer looked into our records and said that Sears never declares anything a lemon because of the time frames, and that (as an independent repair person hired by Sears to do repairs), he is not authorized to say anything is a lemon even if it could NEVER be repaired.

He said that they are ordered to try *everything* to fix an appliance, even if they know it won't work with any repairs. He said that Sears will never replace an appliance, and will only try to fix it. He said their warehouses are filled with "parts" and parts are cheaper than a whole appliance, even if they have to replace every part. It's just the way Sears works.

After explaining that, he said that he would replace *everything* that could be feasibly replaced to fix the dishwasher so that it would be basically new. He replaced the elements, the pump, the motor and the seal - which gave me a "new" dishwasher. I told the repairman that my next appliance would never come from Sears. He explained that he's an independent repairman that Sears just happens to contract & send out. Lowe's, Home Depot, Best Buy, and any other appliance dealer would send someone just like him, no matter what the brand or store. So my idea of boycotting Sears because of the dishwasher wouldn't really matter. I guess I'd need to boycott Kenmore, since Sears is the only one who sells them.

Even since the last repair (2+ months ago) that supposedly gave me a "new" dishwasher, I've noticed that the washer STILL doesn't wash that well. I'm so disappointed in Sears, Kenmore, and customer service in general. The customer doesn't matter anywhere anymore - only the almighty dollar. The only way anything is ever going to change is if people read these reviews and buy accordingly. There won't ever be another Kenmore appliance bought for THIS house.