Sears Reviews

That afternoon, we restocked the fridge and guess what by that night, it stopped working again, yep lost all that food too! I called Sears Service that evening and I was told I had to wait 24 hrs before making another appointment (I am not making this up). I called the next day and was told a service guy would be there in 5 days. I asked that this time a true Sears Tech show up, not a guy that shows up in an unmarked vehicle with no repair parts. Sure enough, the Same Non Sears Tech showed up.

After taking it apart he left the house and sat in his truck for 30 min talking on the phone... He came back in and stated Sears has agreed to pay him to repair the Freon leak but he had to leave because he doesn't have the correct size copper tubing. He did return about 45 min later then spent another hour fixing the fridge. There are other conversation I had with Sears Service over this issue that I am not going to go into at this time... By the way be prepared... The call center is handled by people that do not speak clear English!!! Another annoyance!

I then called the store and the manager promised me a delivery the next day. That didn't happen either. When I called the store that day I was assured it was put on the truck. It wasn't. I finally got the manager again and he said he was sorry that he couldn't do it after all. No phone call and no refrigerator. Steven a sales rep gave me his phone number and then wouldn't answer my calls. The manager Andrew totally dropped the ball and could only tell me he was sorry. Sears and Kenmore used to be great, NOT ANYMORE. Sears Corpus Christi you have lost another customer.

I called the center again at 5:30 to find out the status. Again, the call center couldn't tell me if the tech was going to arrive or not. At 6:40 pm I received a call from the Technician stating he was just finishing his previous service and wouldn't be at my address for another hour and a half. At which point he stated he was going to cancel the appointment. I took time off from work to be home during this timeframe. It cost me a day off for their service engineer to cancel the repair.

In the conversation with the service technician it was revealed that the dispatch center had the wrong city on the order. The technician was being sent to a city and even if he were on schedule he wouldn't have been able to come. I contacted the service center again to get a refund of some kind for my time. I was now going to have to take off two days for the repair now when it should have only taken one day. I was offered a $10 gift certificate. I asked to speak with a supervisor, who offered me a $50 gift certificate. When I told him a "gift certificate" was inadequate, he hung up on me. I called back to speak with a second supervisor who told me that a gift certificate was the best he could do. When I asked him who his supervisor was he said I wouldn't be allowed to speak with anyone else and then he too hung up on me.

My appliance business is going elsewhere. I can understand the mistake with the technician. What I can't understand is hanging up on a client. Even if I were being combative, hanging up is not the proper way to deal with an already upset customer. On the third call I told the person who answered the phone that I was recording the conversation. When she transferred me to the next supervisor he demanded I turn off the recording. I stated to him, "You are recording me. Why am I not allowed to record the conversation as well?" and he hung up. Highly insulting behavior for Customer "Service".

I decided to return the product back. They said I needed to wait 30 days and pay a restock fee for a mattress that was going to be destroyed anyways and a 69.00$ pickup fee, another fee restock for the box spring, a total of 288.00$. It wasn't like I wasn't buying another mattress. I even told them when they're delivering the new mattress you guys are picking up the one that's no good. My point is that the first mattress purchased was not the same as the one delivered. It had the same name in all but felt totally different. Never again will I shop at Sears. I had Sears point to use for the mattress pickup that we weren't allowed to use. Sears really isn't the company it use to be.

Nonetheless, I eventually had to remove the waste myself after 72 hours and calls to multiple Sears groups (Protection Services, Parts Recovery, Customer Solutions). Some staff were sympathetic, but ultimately the best they could offer was a pickup 6 days after the repair on Aug 30. Oh... and they cancelled that Aug 30th appointment within minutes of scheduling it. A Sears "One Source" group used to bring sanity into these "repair vs. replace" decisions... and also acted as the "buck stops here" contact for issue resolution. Sadly, that group no longer exists...

The delivery guy saw it before he even unloaded it and pointed it out to me. I sent it back. A week later another delivery and it was the same refrigerator, different delivery guy. He saw the damage and asked me to look at it before he unloaded it. I sent it back and called Sears and asked them to have the refrigerator inspected before it was loaded for delivery. The 4th delivery and this replacement refrigerator was damaged - much worse than the last one! The top right corner was mashed in, the seal in that corner was buckled and mashed and the door was loose. Once again, the delivery guy asked me to come outside to look at the damage after he unboxed it and before he brought it in the house. I sent it back!

Each time (except the first delivery) the delivery guys were reluctant to even unload an appliance with such obvious damage. How can this happen? I called Sears and asked why they don't have quality control. They assured me that they did. So now it is August 27th, and the next refrigerator will be delivered on September 1st. How can Sears stay in business? I swore I'd NEVER buy another appliance from Sears after the troubles I had with my Kenmore Elite dishwasher, but I did because of the sale price, and the fact that the refrigerator matches my adjacent NEW dishwasher. NEVER AGAIN.

Updated 9/15/2016 - I have already posted a 1 star review about my refrigerator saga starting with my purchase on July 10 2016. To Sears credit, they have been willing to replace the malfunctioning refrigerator. The problem has been that each refrigerator after the 1st one (to replace the refrigerator with a bad thermostat) had some sort of damage. I don't mean little dings or dents you wouldn't notice. You might think I'm really, really, really picky to turn away that many refrigerators. I would have accepted 2 of the refrigerators because I didn't see significant visible damage like the others, but on one that I would have accepted, the delivery guys pointed out a door which was crooked and didn't meet up with the other door. On the other one I would have accepted, different delivery guys pointed out how the doors didn't come close to aligning. I was just looking for crushed corners or crushed seals like the other ones they brought.

I called Sears and asked them to PLEASE look over the refrigerator before bringing it to my house! Sear's finally checked a refrigerator BEFORE loading it for delivery to my house and called to say that it was too damaged to even put on the truck to deliver. I give up. The people at the 1-800 # told me that that the 1st refrigerator didn't work because it wasn't "installed correctly", even though a repairman came out and said it had a faulty thermostat. I have written Sears about all of this without a response. I was given a customer service supervisor # by someone at my local Sears, but it is not a working number. Before the repairman came, I was assured that he would have the part to repair the thermostat. He did not. How can Sears stay in business when they are unloading such crap? I asked them why they did not have quality control. They assured me they did.

August 8th, tech shows up and says part needs to be replaced. Replaces part despite my apprehension since he explains what part does and that is not the problem. He leaves after assuring me all is well. I run a load of wash, same issue. August 8th, call Sears, explain, nothing fixed. They said new tech couldn't be there for over a week! I demand to speak with supervisor. Supervisor gets tech to house on the 11th. Aug 11th, Tech shows up, tells me Sears network is down. He runs diagnostics on washer and says first tech replaced wrong part! New part needs to be ordered, but system is down. Aug 13th, I call Sears to get status of ordered part since I have NO trust in tech remembering to order part when network comes back. Sears rep send me to another rep, who proceeds to disconnect me. I call back, and after 5 "escalations" end back at first level rep who can't answer any questions.

Aug 15th, I reach a woman who does follow up and tells me she, too, got the runaround from Sears, and she's internal! Assures me part was ordered and will be here by August 26th, and tech scheduled to arrive Monday August 29th. She suggests if part gets to house before August 26th, to call Sears and see if tech can schedule earlier. August 27th... NO PARTS. August 27th, call Sears. Again, get runaround. I tell them to track parts (Why do I have to tell them how to do their job?) and told UPS says delivery on Monday the 29th. I explain almost a month without washer, let's schedule tech for Tuesday Aug 30th. Told "No can do." Need to confirm parts before tech can be scheduled. I say, "if tracking says parts to arrive Monday, let's schedule tech for Tuesday and if parts not there on Monday I will call to reschedule." NOPE! So if parts do get there Monday Aug 29th, soonest tech can get there is September 9th!!! Over a month after initial visit.

Conclusion I will cancel maintenance contract. When I told this to Sears rep, they said I would have to pay for tech visit and part, approximately $287. I tell them everything put on credit card, I will contact Visa and stop payment since washer not fixed. How can they expect to be paid for something not fixed. Going to Home Depot. Buying a nice LG washer for under $400 delivered, installed and "old" Kenmore removed. It is no wonder Sears has had to close stores. I predict they will be out of business in a few years. When brick and mortar stores compete with Internet purchases, the only advantage they have is customer service. Sears has shown major incompetence in this area, as well as the Kenmore brand becoming inferior in quality. Sad.

I decided to call another appliance repair company. When explained the problem, he pre-diagnosed it over the phone, came out confirmed it and repaired it in 15 min. The problem was the filter casing which has a small plastic check valve that commonly goes bad. I have tried to contact sears on multi attempts to get my money back with no response. I have called several time, went through the credit-card company, emailed and nothing.

Original Review: Aug. 27, 2016

On June 29th 2017 I purchased a whirlpool Dishwasher from sears home store in Banning Ca, 92220. It was to be delivered on July 9th 2017. My total bill was $861.28. I paid the entire amount on the day of purchase. On Friday July 8th one day before the delivery date, I got a call saying the truck just left the store and they were on their way to my home to deliver the dishwasher.

When they arrived they backed their truck onto my driveway to unload the dishwasher. That truck sat there for almost 4 hours because that is how long it took the men to install my new dishwasher. When the truck finally left, their truck leaked a lot of oil and left large oil stains in my new driveway. When the men (father and son) were in my house, the father informed me he never installed a dishwasher before, but for me not to worry because he won't leave until he has it right. During the installation, it was clear neither of them knew what they were doing. They passed the instruction manual back and forth, talking in spanish to each other, so I had no clue what they were saying. But it was clear by the looks on their faces they didn't know what to do.

So I took it upon myself to go into my office and watch YouTube videos on how to install a dishwasher. Then I would go back to the kitchen and instruct them on what to do. At the time of purchase I also bought a 6ft DW Kit MDS UPC012305453540 for $28.99. The fittings that came in the box did not fit on my pipes to hook up the dishwasher, so they took all the old parts off my old dishwasher and used them on my new dishwasher. I made a comment.. "oh good now I can go return that and get my money back." The father says to me "no ma'am. You can't return that because I can use this part for future jobs" and proceeds to put something from the kit in his tool box.

Almost 4 hours later the dishwasher was finally installed. The father said to me. "please turn it on and see if it runs and I will check under the sink for any leaks while it is running." The dishwasher was so far under the counter that I couldn't access any of the buttons to turn it on. So the father removes the side brackets that was holding the dishwasher in place, pulls the dishwasher out 3 to 4 inches and says "ok now you can push the buttons to run the dishwasher." I pushed the button, it started right up, and there didn't appear to be any leaks under the sink at that time. Almost 4 hours later they were finally leaving my home, with my old dishwasher loaded onto their truck.

Later that night, and after dinner I proceeded to load the dishwasher and run it for the first time. I got it all loaded, put soap in it and closed the door. When I closed the door to run it, the dishwasher slid back 3 to 4 inches and was back under the cabinet again making all the buttons inaccessible again. I opened the door, holding the door, I jiggled the dishwasher from side to side and pulled it back out. Closed the door again and same thing happened. By now i was upset. I opened the door again this time pulled it out more than enough, so when I close the door again and it slides back it stays out far enough for me to have access to the on and off buttons. Each and every time I run the dishwasher this happens and I have to repeat the process of pulling it back out.

The very next day I called the store to inform them of the poor installation and my damaged driveway. I was told that I had to speak to the owner of the store and she was not there, but they had her direct number and they will send her a text message to call me ASAP. I got no call back. Called again a few days later. I was told the same exact thing by a different person this time, that they will text her and she will call me ASAP. Again nothing.

This went on for 6 WEEKS!! Each time I was told they will text her and she will call me. Towards the end of week 4 and many phone calls later their story changed and I was now being told she was on vacation and couldn't be reached. I asked well who is in charge while she is away on vacation? Can I please talk to them? they said no one only her and that I needed to wait til she gets back. 2 more weeks pass and I call again. She is still unavailable. So by now I am furious and I decide to call Installation Customer Care at 1-800-326-8738. I talked to Payton on 8-19-16 at 4:30pm.

I explained everything to him, including the damage to my driveway. Payton put me on hold and called the store for himself. He too was informed that the owner was on vacation, but she will be in the store on Monday 8-22-16. Payton informed me that I needed to go thru the owner on Monday before they can step in and help me. I pointed out to Payton that my receipt says... SET UP & PUT IN PLACE NON-REFUNDABLE DELIVERY FEE $149.99. Payton assured me that under the circumstances I will get all of my money back and not to worry.

So on Monday I left work early and went to the store to meet with the owner to explain how unhappy I was with the installation and to tell her about my damaged driveway. The first thing she said to me was... "Mam this is the first time I am hearing about this, I have no clue who you are and I never got any calls from my staff to call you back."

I knew right then this was not going to be easy. My first thought was if I have to wait 6 weeks, and make many phone calls to get help and the first thing she does is gets defensive and denies even getting any of my messages!!!! What is going to happen the next time I need help? How long will it take? Will she be rude every time I call in? Is this how she treats all of her customers? Too many questions and none of them were positive.

So I decided right then and there the best thing for me to do was just return the dishwasher and purchase it somewhere else where the business actually likes their customers and wants to take care of them. I informed her that I want to return it and get all my money back so I can purchase a new one somewhere else. Because waiting 6 weeks to get in touch with her for help was unacceptable. That is when she said I will not get all my money back. There was a charge on my bill for $149.99 for delivery and set up fees and that she had to hire someone to deliver the dishwasher, and that she had to pay them all ready.

She also said that the installation was 100% all MY FAULT. Because if I would have read my manual prior to turning on the dishwasher, I would have found out that I can open the door first, push all the buttons I needed including the start button and then close the door and it would start automatically. And it is not her fault that I didn't read my Manual.

I told her corporate told me that under the circumstances I will get a FULL refund and not to worry. That is when She said... "If I wanted my money back for the delivery I had to call corporate back and tell corporate to pay it because she was not giving me back any of it." She also said that she had to run the rest of my refund by the district manager and "IF" he approved it and "IF" they can get someone to pick it up she will give me a refund at that time.

The second she mentioned a district manager's approval. I said... "wait, you're the owner of this store why do you have to get someone else's approval?" and Why didn't anyone from the store contact him to help me since she was not available for 6 weeks. After 5 or 6 attempts of trying to reach her by phone, I asked who was above her? Who else can help me? I was told NO-ONE only her. Now the owner is telling me she needs someone else's approval??? Really. Something is not right.

That is when she got very nasty with me. She said, "Look, I may own this store, but I DON'T own what is inside of this store. So why don't you just let me do my job and when I get an approval I will let you know." I asked "what about my driveway?" She said, "all it needs is a pressure wash and I will try to look for one. If I can find one, I will get that done too." I asked her what her name was. She said her name Tonie ** and then said... "Mam there is the door (as she is pointing at it) now let me do my job and if you want my name it is on the door. I left even more upset then when I arrived. Nothing was resolved. She was rude, condescending, and made me feel like I was just wasting her time. Based on how long it took me to get help (6 weeks) I left the store with a very bad feeling that this will probably be another 6 weeks. I cried all the way home.

My husband passed away in March of 2016 and he normally dealt with this stuff. I'm alone. I'm still grieving his death. I don't have a dishwasher that I am happy with. It moves every time you close the door. My driveway is damaged and Sears has all my money so I can't even go get a new one. I have no clue how long this is going to take, or if she is even going to call me back. My life was turned upside down in March. I was forced to get my very first job after being a homemaker for 35 years so I don't lose our home and this is the LAST thing I need to be dealing with right now.

We bought our home in October 2015 and in November 2015 we paid $32,000 for landscaping in the front and back yard. That included lots of concrete and other stuff too. The driveway, Extended driveway, back yard and side yard all concrete. 7 months later I have these horrible oil spots from an unlicensed independent contractor who left his old truck in my driveway for almost 4 hours because he never installed a dishwasher before. Explain to me again how all this is 100% my fault???

I don't feel anything was my fault, as the owner pointed out to me. I didn't ask the installer to remove any brackets. He did that himself so he could pull the dishwasher back out to have access to the buttons that even he couldn't reach. If the owner would have paid for proper installers instead of cutting corners and hiring UNLICENSED independent contractors that speak very little english, I feel none of this would be happening and Sears would have a very happy customer.

UPDATE-- A week has passed since my visit to the store and email to corporate and no one from Sears corporate has contacted me. The owner from Sears in Banning has not contacted me. My issue is still unresolved. I feel like Sears is forcing me to take drastic measures like contacting media or get legal help. Two things I really would like to avoid if possible. WHY WON'T SOMEONE ADDRESS THIS ISSUE???

After two months of the Sears runaround, they are now saying, "Sears is not authorized to override any settlement determined by this company." They advertise it as Sears Home Delivery. They schedule and confirm the appointment as Sears Home Delivery. The delivery company identifies themselves as Sears Delivery Team. The average consumer is led to believe it really is Sears Home Delivery Team. But when there is an issue, no one will take responsibility. This delivery company has several unresolved BBB complaints dealing with the same type of home damage yet Sears continues to use them as their delivery team. Unreal!

This same situation happened three years ago. Had it serviced and went down within a month. Now I have to tell senior renter that I am still waiting on Sears. This is the worst customer service I have ever experienced. I have been on the phone for more than 30 minutes this morning (currently on hold again) waiting for someone to help me. This is crazy.

Let me also add that I bought a washer online. Free shipping, bought the install pkg, and take the old one away pkg. Called the Blythe, Ca Home Store where it was delivered. Called and was told, by the owner, I had to pick it up because there was a handwritten note that said pick-up. I told her, that the old one was to be picked up and removed. Next she told me they charge $70 for delivery and installation, and that means if I don't pay that, they drop it off at the curb in front of the house! BWWHAHAHA! I told her to check the order. She told me she can't help what they do online! Yikes!

I called Sears online dept and they called her and straightened her out. She called and said I was right, but asked if I knew that she isn't paid for deliveries, installation, etc., but has to pay the men. I personally know that's a lie, but I simply said, "boy, you've got a bad deal there"! Since then, the Home Store has been pulled from her by Sears, there have been years of complaints! It is no wonder Sears is a failing entity!

He had replaced it and the house was beginning to cool off for the next two weeks. Upon arriving home from work on August 15th I found that my blower was shot. We are still in the middle of this oppressive heat wave. I called Sears Home Services which originally they were going to schedule an appointment for the blower to be fixed on this coming Monday, August 22nd. When I told the manager that I had stage 2 hyper-tension high blood pressure, she rescheduled the appointment from this coming Monday to this coming Saturday, August 20th, 2016. That still was not acceptable enough. Finally after carrying on like a madman, Sears scheduled Ralph, the service technician to come out on Tuesday, August 16th. Apparently Ralph is the only service technician for the northern part of Ocean County, NJ. My work order number for this scheduled appointment is **. This work was never completed as it was stated on the form.

The service technician went into my crawl space, took some photos of the site that needed to be repaired, and promptly left without telling me. He said that he had to call his manager, send his manager the photo and his manager would call me. Now I am a 62 year old man, with high blood pressure and it is a good thing that I waited for him in my driveway rather than the backyard. It turns out that after he got into his truck, he proceeded to pull away and drove down the street. I'm a 62 year old man ran after him. He finally stopped the truck at the intersection of my street and said to me with a smile that my number was in his phone and that he was going to call me. Now I am livid beyond words.

It turns out that when Sears hired a licensed contractor to install my furnace approximately 9 years ago, the contractor never installed it to code, but built it next to a 8”x 16” concrete piling that supports my house. Lo and behold, the access panel door that houses the blower is now blocked by the piling, not allowing the blower to be accessed. Yet after it was installed 9 years ago, Sears had an inspector inspect the work and he gave it a “thumbs up”. Now Sears said that they need to find a contractor that will get in touch with me to see if they can rectify the problem.

Now it has been close to 4 days in extensive heat that my family and I are living in the house with an average indoor temperature of 88+ degrees. Sears told me that the contractor will call me to schedule an appointment, but to be honest I am not going to endure a weekend of NO COOL AIR. So I was appealing to Sears as a human being, who has extremely high blood pressure (last reading was 185/153) and being constantly dehydrated to the point that I am having chest pains, that either a contractor COMES to the house by Friday August 19th in the morning so that a new blower can be installed before the weekend, or that Sears puts us up in the Marriott Residence Suites here in Toms River for the weekend so that I may have the comforts of my home that Sears or the contractor that Sears hired 9 years ago has taken away due to non-building code regulations. But either never happened.

I do find what Sears is doing BORDERS on the line of CRIMINAL, by not wanting to expedite this matter, which in my opinion should be classified as an emergency call. I really never expected a company as big as Sears to make people with health issues wait this long in oppressive heat, for a repair to be done, especially when they have a master protection agreement.

On August 19th I called Sears Home Repair and spoke with Marvin, to find out if they had contacted a contractor to do the replacement of the blower, but I had no success. They did tell me that the request was faxed to **, the installation department at their FLORIDA office. I was able to get the number to the installation department, 1-888-673-7881, option #1, option #2 and spoke with Roy. Thinking that he had my information in front of him, I had to tell him the story of my non-working furnace. He said I had the wrong section of the department, and connected me with Shalonda. Again after giving my telephone number and hoping that she has the paperwork in front of her, I proceeded once again to tell my story. Not one ounce of sympathy. She said that if I want I can call the corporate office at 1-847-286-2500.

I did just that, but not knowing who to talk with, the automated office assistant (what another big waste of money) connected me with Angelo. Again, I gave him my phone number, my information came up, and he said that there was little that he could do, transferred me to a lady by the name of Laurie. I told her what the problem was and even though the systems were down, she said that she would put an emergency medical all points email out to all the HVAC companies that are someway affiliated as contractors with Sears, in the Toms River area, and hopefully by 12:00 pm Saturday, August 20th I would hear from them. Well guess what? No one called. What I should have asked Laurie was if she would be able to email me a copy of what she sent for my records, but with everything going on, I forgot.

The next interesting thing that happened was I received in my email a confirmation that Sears was sending Ralph, the service technician on August 25, 2016 between 8 AM and 1 PM (ORDER NUMBER **) to repair my blower. But the confirmation stated that I would have to pay $69.00 for a diagnostic (remember that on August 16th I had a diagnostic review from Ralph, the service technician that tried to sneak away).

I immediately called back Sears and explained to Pearl after getting aggravated with THEIR automated assistant, that I had a Master Protection Agreement. She then told me that the agreement was for the first furnace that I bought from Sears. After almost bursting a blood vessel, I told her that the Master Service Protection was for the current furnace, and that my original furnace came with the house when I bought the house in 2000. I gave her the model number of the furnace as well as the serial number of the furnace, and that my Agreement was good until December 2017. After putting me on hold for 15 minutes she came back on the line and said that the “computer “ made an error and that she would send me the new email confirmation of my up and coming appointment with Ralph, the service technician. So now I am just waiting and waiting AND HOPEFULLY THE FURNACE WILL BE FIXED TOMORROW.

So far it is August 25, 2016, 1:40 PM, 40 minutes PAST my 8 am to 1 pm window for ORDER NUMBER **. This morning at 8:15 AM, I received a telephone call from number **, Ralph, the service technician asking me if anyone has come to fix my furnace. I stated that no one has come since Ralph the service technician was here on August 16th 2016 because I remembered the voice. The technician stated that he would ATTEMPT to repair the blower, he just needed to find another technician to accompany him to my house to fix the blower. I have yet to hear from him. I had to call him at 1:52 pm on Thursday, August 25, 2016 to find out if he had forgotten about me. He told me that he is still waiting for the other technician to join him to repair and install the blower which during the last telephone call, he said that he has in his possession.

Now here comes the fun; since all correspondence via email goes to my wife’s email account because hers is a lot easier than mine, I get an email RESCHEDULED SEARS APPOINTMENT CONFIRMATION, that was sent this morning at 8:24 am, stating that my NEW WINDOW is 8:00 AM TO 5:00 PM., instead of 8 AM to 1 PM. And to add injury upon insult, they have both of my telephone numbers, the home phone and the cell phone, which they neglected to use since this episode began on July 25th, 2016. So now it is just another waiting game in paradise.

Well right now it is 4:29 PM, and Ralph, the Sears service technician, has not shown up yet. I realize that they do have their 5 PM end of window, but what really bothers me more than anything else is their lack of communication, not email, but telephone conversation. I am very PISSED OFF at Sears right now. I called the service technician to find out if he is still coming, only to be threatened by Ralph, stating that he would call the police on me, if I called him back again. So I decided to call Sears at 4:45 PM this afternoon to report Ralph and the first person I spoke with was Rayanne. She asked me what my business was and I proceeded to tell her that the technician that was supposed to come over to repair my furnace and as of yet, never showed up. Immediately she interrupted me and told me that I needed to speak with a manager and was ready to hang up on me, when I pleaded with her to switch me to a manager.

I believe her name was Satine, they speak so fast that you cannot understand their names. Anyway I spoke with this lady and I told her the events that went on today, and when I said to her that Ralph, the service technician threatened me with the police if I called him back again. I was just trying to find out when he was coming to my house to replace the blower. The manager said that she would speak to the district manager in charge of the Ocean County area and that he would look into the matter and get in touch with me either today or tomorrow.

I have taken 3 days off from work without pay to get this problem solved (lost approximately $900.00 of pay) which of course I will never get back, so in essence I have DOUBLE paid plus my $506.00 that I paid out in advance for a 3 year SERVICE AGREEMENT for this repair service THAT HAS NOT HAPPENED YET. In retrospect, I feel that given the neglected service and aggravating time spent on the phone trying to contact the necessary people needed to alleviate this situation, that I should be reimbursed the cost of my MASTER PROTECTION AGREEMENT plan of $506.00. As far as I am concerned, this plan was worthless as explained in the above mentioned complaint/story. After this horrible incident that has gone on for almost 2 weeks, I am thinking of contacting my attorney for legal counseling pertaining to this matter. As a dedicated Sears’s customer for many years, I feel that my needs for service were totally ignored.

My wife has even mentioned that she would send this email to the Ocean County Department of Health, the Better Business Bureau of New Jersey, Department of Building Codes in Toms River, as well as the Editor of the Star Ledger and the Toms River Patch, but I do not wish to go that route if I can help it at the moment. Instead I am going to give Sears one final chance: if I do not hear anything from Sears by 1:00 PM in the afternoon of August 26th, 2016 stating that my blower for my furnace will be installed by COB (close of business) on Friday, August 26th 2016. If Sears fails to reach me by telephone at the numbers listed below, then I have no other choice but to contact the above mentioned departments and businesses and forward them the copy of the email that I am sending you today.

I have called Sears several times, I wait on hold for up to 45 minutes, only to hear them sincerely apologize, but that we have to wait for another technician to show up and look at it again. I am thoroughly frustrated, disappointed and angry at the service that we have received from Sears, their customer service and their repairmen. No wonder it takes so long to get a call answered, I'm sure they are so busy with complaints, they don't have time to talk to everyone. I will NEVER buy from Sears again.

In the meantime, I was without hot water for 10 days. I talked to the service people (who by the way are based in Manila) and to the store manager multiple times to ask for a faster resolution. The answer I uniformly got was "I do not have the authority to help you with that." I probably made a dozen calls. At one point the hold was so long I gave up. I could not wait any longer, and paid a local plumber to install a new water heater. It was worth $1000 to get rid of that appliance and all of the bad karma from Sears. Sears, shame on you.

In the meantime, I was without how water for 10 days. I talked to the service people (who by the way are based in Manila) and to the store manager multiple times to ask for a faster resolution. The answer I uniformly got was "I do not have the authority to help you with that." I probably made a dozen calls. At one point the hold was so long I gave up. I could not wait any longer, and paid a local plumber to install a new water heater. It was worth $1000 to get rid of that appliance and all of the bad karma from Sears. Sears, shame on you.

So my suggestion is to check with Nebraska Furniture Mart, Home Depot or other retails because the old Sears customer service doesn't exist! Beware in the Omaha Ne and Council Bluffs IA area! I'd recommend other type of delivery or just do it yourself! Take lots of pictures or video during the complete delivery! Check the shady delivery companies Sears offers as quality! Sears was a secure and noble company! Kinda sad!!

When I sent the receipt to Sears they first said I would be reimbursed $364.99. I held out for the full amount. After all, the guy who sold me the agreement told me that if they couldn't fix the water heater, they'd replace it FREE (that is, wouldn't cost me anything). Next time I called, the amount had dropped to $294.99, the rationale being that this is the average cost of a technician to replace it, which is irrelevant, since their technicians couldn't replace it.

I finally went to the Better Business Bureau and Sears sent me a check for $240. I can only assume the amount was dropped as punishment for contacting the BBB. Overall, I made between 30 and 40 calls to Sears and was transferred to departments I had already talked to in what appears to be a calculated stonewalling tactic. No one had the authority to solve my problem and universally, the problem could only be solved by someone else. Of the 10 or so times they promised to call me back within 24-48 hours, only 4 times were those calls ever returned.

After the BBB complaint, I had several conversations with people in the "Sears Corporate Holdings" dept. One woman told me that her supervisor was the CEO of the company. One has to ask the question, which would be the better economics, to pay an extra $210 and foster good will and customer loyalty or spend many times more on the wages of call takers up through the level just under the CEO on over 30 calls to create a customer who will cancel all his other maintenance agreements and make it his life's mission to steer people away from Sears and especially their maintenance agreements?

My experience suggests that the CEO is either incompetent or completely unaware of the workings of this aspect of the business. They are unorganized, uninformed as to the procedures that work, deny the customer access to anyone who can solve their problem, and use misdirection and stalling as a tactic to make dissatisfied customers go away. Is it any wonder that Sears is on its way out. How sad - it was once a great company that has fallen into the abyss of stupid mismanagement.

Aug 19 (AM) called 800# and got helpful person who updated my account so that I could be contacted by e-mail, and could receive my "warranty", but could not be schedule service due to "systems" down. Aug 19 (PM) called 800# again, and while on phone received text notice of new service appointment for next day. Aug 20, service tech (different from last 2 techs) arrived a little AFTER the 4 hour scheduling window, began diagnostics all over again. Determined compressor was needed, and none were in stock. Ordered emergency delivery while still at my house... to arrive via UPS Aug 23. Scheduled return service call for Aug 23. It is now 1:20 PM Aug 23. Service was cancelled by Sears Home Services because part has not arrived yet (still expected today, by 5:00).

I called 800# to schedule service for tomorrow, but was told no appointments available tomorrow, and besides the compressor AND the other part (PCB?) has not arrived. And the PCB? has no ship date yet!! I expressed my displeasure with their inability to fix a 5-year old SEARS brand refrigerator within a week! We have now been without any refrigeration for 10 days, and NO FIX IN SIGHT!! I must note... ALL of the people I have talked to, or who have visited the house, have been friendly and helpful... my anger is not at the performance of any of these individuals. But something is really wrong with a "SERVICE" system that can't get a basic home appliance fixed in a few days time!!!

Original Review: Aug. 23, 2016

Now I see why Sears is having financial troubles. They treat their customers very poorly. In 2015, we purchased a refrigerator, very expensive, apparently made by LG. We had numerous service calls within the 16 months of ownership, with the last straw being a blown compressor. Service man came out, $99. And we were told that although the part is covered by warranty, we would have to pay $350 for labor. We decided we wanted to talk to customer service to see if they could do anything for us, so we "refused service" until we had a chance to call.

The best customer service could do is rebate us $75 once service is complete, so we scheduled service, only to find out when the service man arrived that all he was going to do was order the part and charged us $54 for the call. WHAT? Unbelievable. Apparently by "refusing service" the clock starts ticking anew and the technician has to come out to assess the situation, which was not explained at the time by the technician. This is a really unprofessional organization and dishonest. I'm not even sure that I'll get the $75 rebate once we have it serviced. I think they're liars and incompetent.

The first time we called the guy never showed, then after we called Sears they said his van broke down! But never called us! The second appointment which they wanted to schedule another week out, but my husband said "NO, you have someone here tomorrow" and they did! That guy was a joke. He told us to have the parts shipped, & to call back for an appointment for him to put it in! Well 2 weeks later he came back after the part was shipped to our home! He started yelling & getting mad saying they shipped used parts and they were not the right parts! Then he used MY towels that were in the laundry tub to try to half ass clean up some tarry glue! He stole a few of the towels, & when I dried the next few loads of clothes, they were ruined from the tarry glue substance he put all over my floor and didn't clean up! Sears home service repair gets an "F-" in my book. We won't be renewing their services.

I ended up paying the man and he ordered the part and is going to come back and replace it. I must say though that I feel severely taken by Sears and am extremely disappointed and utterly disgusted. I am compelled to complain about this because I feel as though it is only appropriate to ask for a refund so that the diagnostic fee is $80.00... what I was told when I signed up. On top of this, they charged me $200 for labor when the repairman was there for 15 minutes and then $117 for a part that I priced online for $18.00. This is absolute gouging and not being consistent with what I as the customer was told. Please be aware of this that Sears Home Repair is not ethical and lacks dignity and respect towards customers.

On August 17, 2016 the temperature in my refrigerator went up to 64 degrees. A service technician came out to my home and after commenting "Yeah this is a bad model" replaced four parts. The technician said that he was "80% sure that these repairs would fix the cooling problem." There was a fifth component he could have repaired but this repair would have necessitated taking off the freezer door. The technician explained that his technical supervisors had advised him to inform me that if he did this - remove the freezer door - that the seal on the door may be irreparably compromised. The technician chose to forego this repair and left.

Two days later my refrigerator was now registering temperatures of 65 degrees. When I called Sears to try to schedule another repair appointment on August 19th, the representative told me that they couldn't set up a repair until September 5th claiming, "Our computers are down." One of the representatives had told me in a prior phone call that if a refrigerator needed 3 service calls with parts replaced in a 90 day period that the unit would be eligible for replacement. I think this consideration was the true basis for not scheduling a service call for a 20 day period.

I am frankly stunned by this whole interface with Sears. This is consumer fraud on a grand corporate scale. Why aren't a team of smart lawyers organizing a class action against Sears again? (They already has a class action on the Kenmore Elite model fridge.) Here is why a class action suit would be easy peasy: I observed that the technicians record detailed information into their laptops which must be entered into a database. There is a treasure trove of defect data already compiled and obviously monitored by Sears. Sears knows exactly which models have which defects.

The fraud is that Sears KNOWS about these defects but nonetheless continues to sell these defective units on their showroom floors to unsuspecting consumers like me. I'm out $1600 for a defective refrigerator and a useless extended warranty contract. Sears Kenmore used to stand for quality and a name you could trust. Now obviously their first obligation is to their shareholders. Is it any surprise really that this once mighty corporate giant is going bust?

It is very sad what has happened to this company that used to be so respected Eddie Lampert obviously had no interest in the business and has mentioned to take it from bad to beyond worst. Save yourself the time and aggravation and take your business elsewhere.

Guess what? First, they couldn't find the points for me - ended up giving to my sister in "rewards"? How are rewards different from your credit card? So after that debacle - turns out they won't deliver the mini fridge & haul the old one away unless we pay close to the $100. I'm not physically able to move the fridge that's here. Had we known - we could have had the new fridge delivered with the range & old one hauled away. They should have compensated for all their errors & miscommunication by delivering & hauling away - but they didn't. Won't be dealing with Sears anymore!

They take forever to come and then they never have what they need and have to come back. And the joke is they count it all as ONE service call because it's for the same issue. Last time they came back 3 times for the same problem - no mower for 6 weeks! I've had to use an ancient John Deere mower (which by the way, works better than my 2 year old Craftsman) in the meantime. No doubt this will be my last Sears mower purchase - or any other big ticket item. SEARS SHOULD REPLACE OR COMPENSATE.

My delivery is confirmed for a certain date and I'm told that I would get a phone call with a 2-hour time window. This call never came. So I contact them again, and they confirm a 2-hr time window. I have a family and a job with lots of responsibilities, so I plan my day around those 2 hours. I also schedule the plumber to come and install the water heater counting on this delivery.

On the delivery day, we're 1.5 hours into the delivery window and no call. So I call again. A person pretending to be an automated message says, "We're updating our system. Call back in 2 hours" and hangs up. So I try to find someone on the chat. Finally, I get to chat with a representative who just says I should call the delivery service and is no help at all. I call back and this time I interrupt the machine-sounding guy who is reciting the same message, and explain that my delivery window is over and that I can't just wait around for another 2 hours! He nonchalantly says that "they are updating the system." At this point, I'm furious. "So you're ignoring your delivery orders because you're updating the system?! I want to talk to your supervisor." At which, he says, "You'd better call back in 2 hours" and hangs up on me. Do yourself a big favor and do not waste your time with these people.

Every time we call to talk customer service we have to speak to someone in the Philippines, because Sears outsources their customer service and Sears delivery is also outsourced to the Philippines. It has been an extremely frustrating experience working with them. We will NEVER purchase from Sears again. This situation still is not resolved and it has been over a month that we have been trying to get this freezer and refrigerator. This is unacceptable.

Guess what? Today I received the package, I just called them 10 minutes ago, and there were no return labels given. I asked why and he said that it's because I bought it from a third party company. And I said, "Why the hell are you guys giving me different policies and **?" I honestly have enough of this dumb-ass company who do not know their **. The agent I spoke to stated that he would email me the instructions. I read the instructions, and the dumb-ass company doesn't give out return labels. WHAT THE **? I will not pay for something I requested to be canceled and was informed incorrectly. BAD CUSTOMER SERVICE. BAD RETURN POLICY AND EVERYTHING. ** pissed me off. Do not ever ever ever shop at Sears or support their **. By the way, the product quality is ** bad. SERIOUSLY.

After the second visit/repair by the washer repairman, I have my fingers crossed that it is actually repaired. It took me 3 phone calls and several weeks to finally get the membership kit in the mail, detailing my membership agreement/services. What I was not able to get was a receipt for either of the visits from the Sears repair tech so I could have them for my records. The tech said a receipt would be emailed to me. I never got it. Several calls and transfers later, no explanation for why I did not get the emailed receipt. I was eventually provided a copy of a computer screen print for the first visit, which still does not detail what repair he made, nothing yet for the second visit.

In the meantime my hot water heater started leaking. Since my Sears agreement stated that I would also be eligible for 25% off hot water heater repair I contacted Sears for this. The tech that arrived stated that the water heater needed replaced, but when he called his contact to report this they stated that they had no plumbers (required to install the new hot water heater) in my area. What? This made no sense to me, so I called Sears myself when he left. The representative I spoke to (again, I was transferred twice before I spoke with someone who supposedly could help me) had no idea why the tech was told there were no Sears authorized plumbers in my area, and she provided me with three companies to choose from.

I asked several questions pertaining to the 25% reimbursement described in my plan and she provided me detailed instructions and assured me that I would be reimbursed 25% off the total cost (I was to pay in full for the new hot water heater and installation, then submit the receipt and contract information to the email address she provided). I sent this email with everything requested on July 28. This morning I realized I had not heard back from Sears, nor had I received any kind of reimbursement, so I emailed Sears again inquiring about it.

This afternoon a representative from Sears called me and told me that I was not eligible for the 25% reimbursement for the new hot water heater, that my contract only covered a repair. I told him I asked specific questions of the previous representative and she told me I would receive 25% reimbursement from the new installation otherwise I would not have used the plumber from the list she provided. He repeated the same thing he said before, that my agreement did not cover the new one, blah, blah, blah.

I feel like I have been scammed, and I would never have thought this type of service would come from a major name company as Sears. I called Sears and cancelled my contract immediately following that phone call. I just hope I am only going to be out the additional $109 I was quoted as the cancellation fee I owe, and they will stop debiting the monthly payment from our bank, as I have come to not trust anything any representative from Sears tells me. Buyer beware! If you call Sears for an appliance repair, DO NOT let them talk you into purchasing their Home Warranty Plan. You will get nothing but frustrated for your monthly payment.

I called them today, Tuesday 8/16/16 and one lady told me the delivery guys have told them they delivered the three items as it was scheduled and have the paper signed like everything was OK. Then I asked the lady who should I talk to because I don't have the items that I already paid for. She gave me the number of the person named John, who is the one in charge of the delivery department. His number is **. He was very unpleasant and told me there is nothing I can do because the paper was signed like everything was OK and I was not there when that happened. Then I asked my brother to talk to him and my brother tried but John told him he was liar and he did not talk to liars and hunged up on him. Now I am in this situation. I paid for my cooktop and my oven and I don't have them.

The third plumbing company that was assigned was A+ Plumbing. They sent a guy named Chris who told me: "After speaking with the warranty company, the toilet lever won't be covered because it is considered an accessory and accessories aren't covered under your warranty. Order the lever yourself and I'll install it for $50." After speaking with the warranty company, the installation of the shower thermostat valve will be covered. Order the valve and I'll come back to install it. "The labor is covered under your warranty but the parts aren't." "Once the parts are in, call me directly on my cell phone and I'll come out and install the shower valve and the toilet lever for $50."

I thought the guy was creepy and was totally put off by his demeanor and I thought, from what he said, that my warranty wasn't very good. I had AHS as my warranty company for years and they never told me to get the parts myself. Furthermore, I thought it was odd that he told me to call on his cell phone rather than scheduling through his company. Nevertheless, I did get the parts and I did call his cell phone. He never returned my call.

I did get a call from Joy with Sears Home Warranty and she asked me about what transpired. It seems she knew something was wrong with the service I received/didn't receive. She authorized me to get my own plumber, which I did. She also told me that I shouldn't have to pay for parts. She further said that the reason the toilet lever repair was rejected was that the plumber said it wasn't the result of wear and tear - as if I had some kind of party in my toilet tank - really?

Anyway, Joy suggested that in addition to sending you the receipt for the plumber I chose and who was authorized, I should also send the receipt for the thermostat for the shower, which are approved, that I ask that I be reimbursed for the toilet lever which should have been covered. I attached receipts and a picture of the broken toilet piece.

Today when I received a check for the cost of the plumber, I called to find out why I hadn't been reimbursed for the parts. They told me that all they would "allow" for the shower repair was $200 and that they wouldn't cover the cost of the toilet repair. I've never heard of a warranty company that doesn't cover parts... until this one. I've canceled my coverage with them and have gone back to AHS. Although not all of AHS's service providers are great, at least I know I'm going to get comprehensive coverage for what I've purchased, something I clearly didn't get from the Sears Warranty.

It is now August. She has been without a working refrigerator for 3.5 months and is literally living out of a cooler with ice in it. She has paid the $40 monthly fee in good faith, allowed 3 repairs on her appliance (none of which worked), and now wishes to have it replaced. They have not reimbursed her for food loss as promised. I am currently on hold with them now trying to resolve. I have been on hold for 45 minutes. I have spoken to dozens of "customer service" representatives over the course of the last several weeks which has taken 5+ hours of my time being placed on hold, transferred, and starting over. I have gotten no place. Nobody seems interested in living up to the representations that were initially made and I am directed in literal circles being told to call the same people over and over who can not help me.

She has paid over $200 by now, incurred at least that in food loss, and the inconvenience of it all is impossible to put a price on. NEVER, EVER BUY A WARRANTY FROM SEARS. They have no system in place for making good on it. They simply want to continue to troubleshoot and repair the appliance for eternity. I have no faith in their ability to do so and they won't replace the product. It is sickening.

Fast forward 2 months - I call Sears and inform them I am cancelling the warranty. The rep on the phone tells me there is a $170 dollar charge to cancel my warranty - which included the service call for my washing machine and a cancellation fee. I honestly thought they were joking because the rep that sold me the home warranty in the first place was adamant there was no cancellation fee.

After a week of talking to different reps, none of them could remove the cancellation fee. I have requested to talk to a supervisor numerous times and have been told I'm "on a callback list." So pretty much, I was completely lied to and misled by the Sears rep who sold me the home warranty and the company doesn't care that I was lied to at all. It's impossible to speak to a supervisor and the normal customer service reps have no authority to do anything. Sears must be desperate for money to treat customers like this.

I know my initial call was recorded when they signed me up for the warranty but none of the reps claim to have access to it. If they listened to it, they would hear this kid lying to me while talking about the financial obligations within the warranty. I still haven't heard from a supervisor and I'm not counting on it. I'm going to take this up with my credit card company and try to remove the $170 cancellation fee charge when it happens. I'm really frustrated that a well-known company like Sears would operate this way. They're never getting any business from me.

I went to Boy Scout Camp for a week and when I came back, I was past the 30 days and now they need to send a technician out to repair it. Technician came out on Saturday and said this was common and was here for 15 minutes and put silicone around the seal and told me that this is the first step repair that Sears wants him to use. That there is nothing more he can do, the seal is sealed. The edge of the case is now sealed and if it does not fix it, then it needs to be replaced. 24 hours later, I have icicles dangling from the freezer. I called Sears and now they are telling me that the technician needs to come out another 3 times before they will replace it although the technician said there is nothing more he can do except to replace it.

I am certain no other company would treat a long time customer like I was. I have lived in this city all my life and always shopped at Sears, but as of today I will not return and I will tell all my friends on social media that Sears will not stand behind their products for any more than 30 days, NO EXCEPTIONS. A very unhappy customer.

In August 10, got a confirmation text and voicemail that it's gonna be delivered in August 11 4:30 to 6:30pm. Two minutes after, I got another text and voicemail that IT'S GONNA BE DELAYED TIL AUGUST 16. I was like "WTH! How do you give me a confirmation that it's gonna be delivered in August 11 and two minutes after, you gonna delay it til August 16?" So I cancelled my order through the phone and I never got any apologies or anything. They don't care about their customer. This will be the last time I'm gonna buy anything from Sears. You've been warned. NEVER EVER BUY ANYTHING IN SEARS.

I placed an order for the missing parts and after several weeks of waiting for the parts I decided to return the package to Sears.com via FedEx, since Sears.com won't allow you to return items purchased from Sears.com to a brick and mortar Sears store and included the label they had shipped with the package. I waited several weeks for a refund which never came. I called Sears.com again and was told that in order to issue me a refund I would need to provide them with the FedEx tracking number that I had received when shipping the package back. Unfortunately for me, I had lost the receipt that FedEx gave me with the tracking number and was instructed to contact FedEx.

When I called FedEx I was informed that they only keep the tracking numbers on file for 2 weeks, which had long passed by the time I called. I called Sears.com yet again and was told that they would issue the refund without the tracking number and that they should have a record of the returned item on file that they could use. About a week later I received an email from Sears.com saying that they would need the tracking number, which I didn't have. I've had several email and phone conversations with Sears.com personnel all with the same result. I'm now out of the $90 I spent for the incomplete futon frame plus the $25 I spent to ship the item back to sears.com. It's no wonder that Sears is struggling to keep their stores open and is facing so much financial difficulty. Their customer service is horrendous. My advice to anyone looking to purchase anything from Sears or Sears.com... DON'T.

I called Sears customer service three times (8/7, 8/8, 8/12). Every time they just transferred me to the delivery department. I gave all detailed information for them to make a note. But they could not handle it. I called Sears consumer solutions. I explained problems we were having. I just wanted to ensure that they (delivery) understand the issue, and will come back with a smaller truck. The representative was nice and apologized for inconvenience. Then the line was disconnected. I am sure she hung me up. It seems nobody of Sears is responsible and does care. I am not sure when they can deliver the refrigerator. I will not buy anything from Sears in the future.

Never once in all my calls to the apathetic idiots in Customer Service did anyone inform me that the thief tech guy would be late, much less 3 1/2 hours late! You can't find worse than Sears Repairs. If you want to be ripped off, abused, pay 5 to 10 times the repair cost any honest company would charge, then you have found the perfect company, a.k.a. den of thieves. You've been warned!

I specifically made the online appointment with the Duluth GA store as they indicated they had been in business since 1956. The part was ordered and the technician assured me that she, personally, would be back on Thursday between 8 - 12 to replace the part on the refrigerator. She didn't arrive and when called, she indicated she was not scheduled to come out. Poor, poor, poor service. Never again will I purchase a Sears appliance. I purchased 4 of them less than 3 years ago and three of them have already needed repairs. Our Sears appliances are sub par and so is Sears repair facilities.

I called every customer service number I could find only to continuously be routed to an overseas call center. At no time point was there an apology offered. No one cared. I was just put on hold over and over again and then told there was nothing they could do and have a nice day. I wasn't even offered a refund on my delivery and installation fees. Eventually, after 2 hours of bouncing back and forth looking for resolution that didn't include missing another day of my life waiting for Sears, I was offered points on my shop your way account. I don't think I'll be needing those since this is the last purchase I'll be making from Sears. Terrible customer service.

He called me back approx. 5:30 pm saying he wanted to drop it off since it was on the truck. He already knew I was not at the location, I told him it would take me at least half hour to get there. He said to forget it that he would just redeliver, I received a pre-recorded call on the 9th from home delivery saying I had to reschedule. I called back, to make sure we were still on for the 16th, they told me my order was cancelled...

I was shocked. I asked why, the person transferred me to online sales cause she didn't know. They said no that it was the delivery that was cancelled that they where gonna transfer me back to delivery, once again delivery said my order was cancelled, so I was once again transferred to online sales, then they researched further and confirmed that my order was cancelled. I asked why, they said it was a system error, I asked if they were gonna fix it and reinstate my order, they said no... That I was gonna be issued a refund within 10 business days, that I was still going to receive the ice maker, then after 10 days when I got my refund for the fridge I could just re order.

They never even sent me a cancellation and tell me my refund amount to make sure it was correct. I asked to be sent something through email, I got something very vague "We apologize for the inconvenience because your order was cancelled on 08/10 because of a system error. Please expect for the refund to post back to your account in 7-10 business days," no amount. This is not satisfactory.

I think we are doing a good thing offering jobs to people from the Middle East, but that doesn't mean that they are assimilated to the American culture. In my opinion there is a serious need for intensive training about customer service. Monitor employee attitude to assure that the workforce at Sears follow organizational culture precepts, unless Sears doesn't mind – very soon will be out of business. Need more information contact me. I can assist you to evaluate your organization and address your areas for improvement.

I am just requesting, "Kindly send me one more of the same sterilite cabinet and I will be a happy customer or else it will just take me on the way to proceed with the charge back. So I just hope you can resolve my matter and please don't email me again saying that "we are trying to contact with the manufacturer" as I am tired of hearing that from your side. Please do it fast. If not will have to post it in all online website.

Over the 3 days that followed, I phoned the Customer Service Center back 3 times & spoke to 2 supervisors again requesting a phone numbers for me to call & try to get an earlier response. None were provided. I also asked why it takes so long to get a technician to me. No reason was given. This department & system was a total joke & a scam. I was completely at their mercy & they seemed unwilling to help in any way except to constantly say "I'm sorry & I understand"! I felt frustrated & completely scammed.

On 8/2/16, technician Chuck finally arrived between 4:00 PM and 4:30 PM. Chuck was not impolite but less than polite & seemed a bit arrogant & unhappy. Long story short, he found the drip pan under the blower in the attic full of water which tripped the float switch, shutting down the outside unit. Chuck said he did not know why the pan was filling up. He emptied the pan & said he by-passed it so I could have A/C until he returned to replace it. He ordered the part & scheduled an AM replacement for the next Tuesday 8/9/16, an additional 7-days after the initial failure. He assured me that his temporary solution would absolutely last until his return but, not surprisingly, it worked for only a couple of hours when the pan filled up & I was without A/C again.

This makes me believe that the technicians diagnosis is incorrect & that if they ever do get around replacing the part, my problem will remain & I will still be without A/C. In addition to the technicians "I don't know" response above and, along with his failed temporary fix, I have another reason why I feel the so called bad part will not fix my broken A/C.

Technician Chuck was not impolite but he was not very polite either. He seemed a bit arrogant (barking out orders & ignoring my questions) & unhappy. Although I have no proof of this, I believe he was angry because he knew that proper trouble shooting of my problem would take much longer than he was willing to spend this late in the day. I believe he just came up with something to quickly get away. He was in such a hurry to get out that he almost left without putting my heat pump outside unit back together, which he tore apart at the beginning of his visit. If I hadn't told him about it while he was sitting in his truck getting ready to leave, he would have left with my outside unit disassembled.

I called the same number above back the next morning to report this but the CSR this time transferred me to the Repair Department. For the very 1st time throughout this painful process I thought that I was finally speaking to someone helpful. She was Technical Specialist Brianna. Briana sent a report with my problem to the local dispatch center for my area & said that I should get a call back from them within 24-hours &, that if I didn't, I should call her (Repair) Department back directly at 800-251-9163.

Not surprisingly, I did not receive a call back and, when I called the number that Brianna had given me for her department, all I got was a bunch of ads which disconnected at the end. So, I called the Call Center & was eventually transferred to another Technical Specialist who said that her department does not have a direct number & all she could do was to resend the report but I most likely would not receive a call back. She added that I will just have to wait till the parts arrive & they come back to replace them.

Again, not surprisingly, the drip pan (or drain pan) which Chuck had ordered did not arrive & no one from Sears showed up on 8/9/16. When I called the call center to check on this, I was told that the part had been back ordered & without my knowledge, my appointment had been rescheduled for Tuesday 8/16/16; which now adds up to 23-days without A/C! But I was also told that the part was not scheduled to ship until 8/19/16. I asked why I had not been notified of this & why they could not have just picked up the part somewhere else but, as usual, I received only the typical "I don't know" and the usual apology. No wonder Sears Stock is in the toilet. When will these crooked geniuses running Sears wake up to the fact that their business practice to make money by not honoring their maintenance agreement promises does not work?

On Saturday they completely forgot to load the whole order. Mind you none of the people we talked to seemed to care and none did anything to help. I was told again that their trucks were full and they couldn't do any rescheduling to help us despite this being their mistake. They rescheduled us for Monday night. Tonight they showed up (yay!), carried our old units out to the street then unpackaged our new units, in the rain, to install the stacking kit. Upon doing this they realized the stacking kit was repackaged after a return and was missing all of the screws.

I called customer service, they said they'd get me a new kit... in a week (sadly this is not an exaggeration). Then I called the local store (Glenwood Ave) and finally convinced someone to bring out the screws, which he did but by this time the drivers were trying to rush the new stuff back on the truck so they could go home because it was getting late. They explained that they needed to get home to their kids, mind you my old washer/dryer are still sitting in the driveway. They tried to get the stuff back on the truck and not tell me about the new screws now being there until I asked.

Without any options I told them they weren't leaving with my new stuff and that they had to take my old stuff. After some convincing I got them to at least bring the new stuff inside; they literally ran it inside, threw it in the laundry room (next to each other, not stacked or hooked up) and started to leave. I got their supervisor on the phone as they were walking out, both delivery guys refused to talk to him as he yelled at them on speaker from my phone. Finally they both told their supervisor that they had enough of Sears and were quitting (apparently they had an issue on their previous delivery as well). They also moaned to me that they get paid poorly ($120/day regardless of how long they work so they didn't care to stay) and that they'd get fined if they didn't get the truck back.

I've now got the new equipment, which I paid over 2k for, hastily thrown in my laundry room and am told that someone will be here tomorrow morning to hook it up. I'm not holding my breath at this point. The long review above leaves out the many discussions I've had with "supervisors" at Sears over the past week who have done nothing to help. This has truly been the worst customer service I've ever received. With many other options to buy this stuff from, and at the same prices, I hope that this review at least helps someone avoid the mess I've dealt with.

Then this rude service was followed up with a woman repeatedly assuring me that she was "the highest paid employee Sears had" and that there was nobody else I could talk to. With this washer and dryer sitting in the store since June, I finally paid an independent person to go and pick up the washer and dryer and install it. All we have been given is the runaround and poor poor customer service. Never again will we ever order again and I hope that nobody else does either. After speaking with an employee here at the home store, he informed me that this happens all of the time and that he suggests that nobody ever deal with the online store.

On the day of my appointment the service tech had not shown up by 2:00 PM and I had to leave for work. When I arrived home that night there was a telephone message left at 2:40 PM from the service tech stating, "I will be to your house at about 4:30. Oh, I just saw that nobody would be home in the afternoon. You'll have to reschedule your appointment." Two days later SHR contacted me and we rescheduled the appointment for 7 days out. Again I reiterated that I needed a morning service call because of my work schedule. Again I was told that they would make note of it, and include that information on the service ticket.

On the day of the (2nd) appointment the service tech had not arrived by 2:00 PM and again I departed for work. The tech did arrive at 3:45, and fortunately my wife had come home from work early that day. She had very limited knowledge about the mower repair needs but was able to give him the mower key and point him in the right direction. When I arrived home that night my wife told me that the tech had spent about 45 minutes with the mower and then told her that he needed to order parts (one of the two belts and the pulley assembly), we were to pay for them up front and he would return in 11 days to complete the repairs. The parts were shipped directly to our house and the service tech did come and complete the repairs as scheduled (again in the afternoon while I was at work).

This long drawn out process took four weeks and $396 for less than $100 worth of parts and approximately 1.5 hours of labor. And the 20% discount coupon had long since expired between the time I printed it and the repairs were completed. Perhaps my expectations are a little high, but if the SHR Customer Service Department had listened to "the customer" the process should/would/could have taken 1/4 of the time and 1/2 of the expense.

Next technician told us previous tech replaced the wrong part, so he ordered the part again and made the appointment for like 10 days later. Replaced the part on next appointment but fridge didn't work. Ordered another part and left. This's still going on, Today another tech came, replaced the part ordered by previous tech, but still it's not working. Even after 40 days, they didn't fixed the problem created by their own technician, no compensation for loss of food, or everyday expenses we're incurring to manage without a fridge.

I wrote many emails, made minimum 15-20 calls to get this resolved, but they keep transferring the calls. Every call they put you on hold for a minimum of 20 mins and when you ask about manager or supervisor, they disconnect the calls. Sears technician who come our home don't carry any id, they don't give full names, just the first name. It's very strange that such a big company is sending technician to your home without any id or visiting cards.

Today, August 4th, after another call (which took more than 45 mins), representative accepted that this issue shouldn't have taken so long and they will send an outside company to look at our fridge. But they didn't fix the appointment by themselves, they gave me the number to call this outside company to fix the appointment. After I talked to this outside company and got the appointment, Sears calls me again (same representative) that if the technician finds a new problem, they're gonna charge us again the deductible. I tried to explain her that my fridge was working fine before you send technician to fix a minor problem and he broke it down completely, how can they say such a thing.

I tried to file for food loss compensation on the site, one of their representative gave me http://foodloss.searspabenefits.com/, but didn't receive any response. I wrote to their site, https://community.sears.com/, all they did was gave me another phone number to call. More than 40 days later, feeling totally harassed by Sears Home Warranty technicians and phone representatives, they're not ready to give any definitive answer that after this many trial they'll replace the fridge. Please advise what should I do.

Now the fun part starts. The new refrigerator has three large dents on the front freezer door. They claim they did not see the dents but even Ray Charles could have seen these things. I tell them to take it back and cancel my order. Rep on the phone offered me $150 in points but we want a new fridge not a damaged product. The rep also was difficult to understand because they had the microphone too far from their mouth. I told them this and they simply did not care. It is terrific listening to the other reps speak in Hindi when you are trying to have a conversation. We gave Sears a 2nd chance and they failed us again. It is very obvious they use third parties for customer service and delivery. They will damage your home and provide terrible customer service along with inferior/damaged products. Stay away from Sears!

The next day the technician arrived as scheduled and informed my wife that he was sent here for a repair but that "this is non-repairable." He then called his superior to inform him of the condition of the unit and to share photos. They both agreed that the cause appeared to be something technical and agreed that our Protection Plan would ensure full replacement. The supervisor instructed the tech to follow replacement procedure to file our claim with Sears "STAC."

The technician then called a STAC representative (**). My wife was able to listen to their conversation because the tech had his mobile on speaker. After a few minutes Mrs. ** stated she had received the photos and asked the tech to take her off speaker. The tech spoke privately for less than a minute before hanging up with Mrs. ** to inform my wife that Sears was denying the claim. The explanation given at that time was "customer fault." The technician stated that he did not agree with Mrs. ** findings.

My wife immediately phoned me at work to inform me of what was happening. I too spoke with the Tech who again disagreed and apologized for what was happening. I immediately phoned the customer service for Sears and spoke to 4 different individuals. The second person (**) informed me that our claim was denied because of grease in the microwave. I explained that there was no grease in the oven and that her opinion must have came from the appearance in the photo, which was actually the melted plastic from the interior walls of the oven. I asked to speak to his manager.

After several minutes on hold, Mrs. ** came on the line and introduced herself as a "Resolution Manager". I again explain the entire situation to her and pleaded with her that Sears honor our protection plan agreement. Mrs. ** explained to me that the claim was denied due to "accidental damage." She then offered me a gift card, but insisted that the claim was still denied. After refusing her offer of a gift card, I requested to file a formal complaint and she referred me to another individual.

After several minutes on hold, Mrs. ** came on the line. I again explained the entire situation and that all I wanted was for Sears to honor the agreement. She asked if I would hold while she spoke with someone else about our situation. After several more minutes on hold, Mrs. ** came back on the line and informed me that "The oven is not covered because the fire was inside of it." I have been over my agreement several times and have found no such language.

I ended our conversation by requesting something in writing stating the reason for the denial. She asked for my email and told me she would send something right away. I've yet to receive any email from Sears or a Sears representative but I have all my original paperwork from time of purchase, including my receipt for both the microwave and the protection plan, as well as a copy of the Master Protection Agreement. This morning I am filing a small claims with the Harris County Courts. I am requesting the entire amount of $340.75 for both the oven as well as the MPA on grounds of breach of contract. Given today's legal system I'm not sure what will happen but I know what will happen if I do nothing.

Then July 11th I continuous call to Sears again but for this number 1-800-664-1888. This time I write down the name of agent, her name is Mary. She tell me the stove still not back to the store and I think not normal too. I asked her how should I do now. She said waiting then July 16th I call her again then she answer me the same. And I told her "I am a customer so I cannot manage your delivery agent. You have to help me to solve this problem." And she said again the stove still not back to store, and I said "It may be in the delivery agent house. Why don't you help me?"

Yesterday I decided went to Streetsville and talk to customer service. Then they said to me that someone signed my name and owned the stove. I think this cheating is prepared by some people who are Sears agents. Now I don't know how to do. Would you guys please to tell me how to doing now? Two year staying here, not too much experience for me to solve this problem. Thank you so much.

I asked if the online service booking service even reviews requests specifics prior to service calls and he did not know. He said that Sears no longer services the pedestals, and he suggested that I remove them and install the levelers for the washer and dryer that should have been provided when the appliances were delivered. Those items were not left with us when the appliances were delivered. He told me he could provide those parts for around $200 for both machines but could not install them. He suggested that I order them online and that it may be less expensive ($40 instead of $200!). He did not tell me that I should call Sears parts and installation to order and get the parts installed, (not to mention at this point that I lose the use of the pedestals I paid $400+ for several years ago.)

He told me that he could not provide the service of replacing them - I would have to hire a mover, installer, or the like to complete the task after the parts were ordered. I felt it was wrong to pay for a service call but the guy wouldn't leave until I gave him a credit card. His only consolation was that it was $10 less than it was supposed to be. Really??? After he left, I proceeded to place a number of calls as his calling card suggested - "Concerns about your service call today? Call our Resolutions Hotline now". I was on the phone for at least an hour and a half...

The first time I called they told me that I should have called rather than booking a service call online even though that is what they suggest when you call and you are on hold. After hearing my issue they referred me to the parts and installation department who eventually referred me back to the Sears Home Service department and then hung up on me. The second call I placed was directly to the parts and installation department since I had concluded that's who I should have contacted in the first place. I explained my situation and they told me the same thing that the service tech that was at my house told me - and that was that they couldn't help me. That person suggested I call Sears Home Service to request a refund on my service call.

So, I called back again - and the representative I spoke to said she could offer me 10,000 Sears points. I told her that wasn't going to do it for me after all I'd been through and told her I wanted to speak to someone about a refund for the service call. She put me on hold and after 12 minutes I hung up. I called again and went through the whole scenario again and the agent told me because the service person had to come out to the site to diagnose the problem, I had to pay the service call. It was a piece of hardware!!! If they didn't have it or could not provide or install it, they should have stated such. I was so frustrated with this person, I told her I would dispute the charge with my credit card company.

I'm not one to give up easy... I tried calling one more time and asked for a supervisor. They told me they would submit a request for a refund for my service call. Meantime - I can't do laundry and I don't know who to turn to, other than order parts for levelers for the machines and lose/toss storage peds I paid $400 for!! Sears used to be such a good repair service organization back in the day - but they are useless today!

When they delivered the refrigerator they also delivered a stove which was dented on one side. The delivery people said they could not hook up the gas line as the connector was a different size. The gas specialist that I had to call to come out had no issues with hooking it up and did not understand why they could not. They scratched my hardwood floors in the kitchen. There were very deep scratches in the handrail which they have yet to come out and fix. I have been a loyal Sears appliance customer all my life. I am no longer.

Next, they told me that W/D was a gas drier and that a plumber needs to come out to close and open the valve (because they are not allowed to). At that point I just had it, and I called Sears and told them to cancel entire order and provide full refund. If you end up in similar situation, do NOT allow delivery to UNLOAD merchandise. Tell them to keep it on the truck and return it. This is the easiest way to cancel order and get refund. I lost a day worth of productivity due to this event.

The refrigerator failed to maintain a safe temperature range and frost developed in the freezer. We called the repair service. They could not return until 7/30/2016. He came and moved the temperature sensor to the inside. This made a bigger problem. I called them again now they will come on 8/11/2016. The appliance manager told me I not have a problem if I had bought the service contract for $200 then the product could be replaced. I am still working on this and it will be 50 days without a refrigerator. I will not shop at Sears again.

This morning I got up and took my old bed to the dumpster to prepare my space for the delivery. At 9:30 I checked the status of my order and it said it was on the truck and out for delivery. I sat anxiously waiting for the next 3.5 hours, randomly checking the status (at 11:30 it would say they would arrive at 11:28, etc.). At 1pm I checked the status again hoping that maybe the delivery guys were on lunch and had updated something, and I saw that my delivery date had been rescheduled for August 10th.

I immediately contacted customer service and spoke with a woman named Cheryl who was apologetic, but her answers to my questions went unresolved. I want to know; (1) Why I was sent a confirmation email and text for the delivery of my order when, according to Cheryl the warehouse does not have the product, (2) Why Sears did not call/contact me regarding the fact that they did not have the products in stock so they could reschedule delivery (this I can understand, and it is PROPER customer service). (3) Why the status link said that my order was on the truck for delivery if the warehouse does not have it. (4) Can Sears guarantee that my bed will in fact be delivered on August 10, 2016, or will it be the same situation? - If so I will cancel my order and purchase it from a company that values their customers needs.

In the meantime I have no bed. I will have to resort to sleeping on the floor of my basement apartment with concrete floors covered with carpet for at least the next 8 days (if they in fact deliver my order on the 10th). As a side note: When a customer calls and has a valid complaint and tells you that they will have to sleep on their floor for the next 8 days a CSR'S should not tell the customer to have a good day, it is comparable to having someone urinate on you to put out a fire.

The rep Betty answered. She told me that she needed to look at my file so need my name, phone #, and home address. I puzzled why, but still gave away the info which I really regretted to give to her. The store manager told Betty that the # 30 is covered by Sears logo on my receipt by using my phone. After finding my file Betty told me that the item could not be returned since over 30 days. I told her that it just over 30 days, but less than 31 days since I bought in the afternoon, plus there is nothing wrong of the comforter, I didn't even open it. Then she told me that she can't. I said, "You have authority to help me, but chose not." She said in hard tone, "Yes, I have authority, but you can not return it, nor get the store credit." I ask to talk to her boss, she said, "No." I ask her "Where can I complain this?" She give me the email: customerservice.sears.com, which is not exist.

I spent a lot of time at the Google and could not find this one, but internationalcustomerservice.sears.com. I did write a complaint email which took me a lot of time and attach the photo of my receipt with 30 days be covered by the logo, but I do not expect to get the reply from Sears. I was so upset after talking to Betty. She is rude and insult. I didn't know why she had to have my personal info that has nothing to do with my returns. That is the worst experience ever with the big company like Sears. I called the customer service again today. While I was on hold, I typed "the reputation of Sears" at Google. The huge surprise to me, the article of "Believe it or not, This Retailer has the worst reputation (Nov. 8, 2014)" popped up. When the rep Liz answered my call, I told her that I need to return the item and need her help. She told me that she can not help, there are 200 reps in her Texas office, nobody can help.

I ask her "What is your job as a customer rep if you do not help?" Then she told me that they have got so much complaints. I also told her the article that I just read. It did not surprise her at all. I told her that less than half year ago, my husband and I spent almost $900 buying the oven and range hood microwave oven from the same Sears store over the phone. When the delivery guys came, I gave them $30 tips because I appreciate their hard work and wanted them happy. I also told her that Sears doesn't care customer at all. I am fighting for $42 that I spent on the comforter, not only for the money but also my right and experience.

It is so easy for the store to take care such small issue by putting the item back to the shelf. If you give me the in-store credit, you can still make money from me and meanwhile make me happy. I ask Betty "Whom can I complain to?" She said that I can only send a letter to the company. You want me to waste more money and time for nothing?

I love go to Kohl's. I always have great experience with the cashiers and customer services. The people are so kind and friendly with smiles, willing to help all the time. No matter if you do or do not have receipts, you can always returns the items and find the ones you like with the in-store credits. The company's goal is not only make money, but also make customers happier. They do survey all the time and reward the good employees. This is why Kohl's have great business and long lines most of time. This is why Sears has a few customers. The second floor only had less than 5 customers on Saturday Morning and Sunday afternoon when I was shopping there. Because the company do not care if customers will come back or not after made money from them.

I saw thousands of complaint letters and rating the very dissatisfied experience with Sears online. I told Betty that I really worry for her. Hope she will still have job. The thing make me upset and angry not just the $42, but the way the company treat the customers. I have shared my bad experience with my coworkers and they told me that they never shop there. They are so smart! I have spent hours writing and calling. I read the complaint from O. Middletown, OH on 7/28/16. I know exactly his feeling and agree with him. I hope the service will get better because Americans deserve the better service.

I called the warehouse which is in Westwood, MA (Borders is the name of the company), the lady I spoke with looked up the order and said it does state that they are to remove the old one. She tells me to hold on, after 15 mins on hold I hang up. She calls me back a couple of hours later and says that they will go back today and pick it up. That was on 7/20 (Delivery date).

A week later (7/27) my tenant calls me and says that the refrigerator is still there. At this point I was shocked and disgusted because to my knowledge it was getting picked back up that same day. I call Borders in Westwood, MA and explain the situation and the girl I get this time tells me she will call the driver and have him come out today. She comes back and says that it will be picked up today (7/27- one week later).

The next day I go by and sure enough it is still in the driveway. I call the company and was told that I had to schedule an order to have it picked up and next available is Tuesday 8/2. I schedule it for 8/2. Mind you, not once did anyone apologize for any of this. On 8/2 I get a phone call from someone saying that they have the wrong city on file and need me to call them back in order to deliver it. I call Sears directly and they confirmed the right city with me. Had no idea what I was talking about - didn't see any notes in the account and said they had the right city. So I call Borders, the delivery company for Sears, in Westwood, MA and am told that they have the wrong city and are not able to change it and give me another number to call.

I then call the other number and the person whom I get tells me that she was the one who called me and that they have the wrong city and probably cannot deliver it today. She then gives me the number to Border's in Westwood and tells me I have to call them to fix the problem. At this point, I am so completely disgusted with this nonsense. How do they now have the wrong city when they have already delivered there and had the right city. Complete morons. NEVER AGAIN will I have anything delivered from Sears. First and last time.

Now I was totally irate. Not only did they leave, they did not even get out of their trucks to let me know what was going on. That evening Sears called and said that the contractors left because there was rotten decking that needed replaced. The salesman from Sears that sold us the roof and myself had already discussed that new decking was going to have to be installed, and this reflected in the price of the home. Now, Sears is sending a technician to the house to determine if the decking is rotten. Now they want more money when they already knew they needed to replace some of the decking. Stay away from Sears. They have lost their reputation with this family, and we will never shop there again. By the way, the material is still sitting in the driveway waiting for installation after two and a half months. It's time to send this material back and get a new roofing company.

Apparently Sears couldn't talk to the installer and I called back they send me the same technician which he did the same and told me Sears needs to get in touch with the installer. I called customer service again. They gave me installer number (sub-contractor) ** left a couple of messages for the last 2 weeks and they haven't had the decency to call me back. It has been a couple of weeks and the only thing Sears is doing is sending me back to the contact center in the Philippines and of yet no solution to my problem.

It appears Sears will say anything to entice customers to make a purchase and after receiving the money will disregard any of their contractual obligations or any promises they made and do whatever they want. I am not only upset with them change in the delivery date but also with their attitude that there was nothing I can do about it and that I'm at the mercy of their whims. I don't understand a company that tries so hard to get customers to buy their products, treating customers who do purchase from them so shabbily. Sears lacks integrity.

I feel that in order to understand what I have experienced that I should start from the very beginning since it is important for you to know all of the facts that are pertinent to my case. In March of 2016 I called Sears Service for a slight problem with my dishwasher. While on the phone with service, I was talked into purchasing the Sears Home Warranty Plan. I currently pay $39.99 a month for the protection plan. They scheduled a service man to come to my home and everything went very smoothly. The repairman went through all of the proper steps of turning in the information to the Warranty Department, getting the OK, ordering the correct part, and coming back to repair my dishwasher. Needless to say, I was pleased with the service since the repairman performed the service to the quality from which I have come to expect from Sears.

Based on this first encounter, I was grateful and happy with the decision I made to purchase the Warranty Plan since it was exactly the peace of mind that I needed for my home appliances. However, that sense of security quickly turned into regret, anger, and frustration when I attempted to use the Warranty for my refrigerator this past month. On July 3, when my daughters came home late one evening and went to put their leftovers from their dinner in the refrigerator, the food in the refrigerator was hot, the light bulbs were not only on but were hot and black, and the plastic surrounding the lights had melted. This is only a 9 year old Kenmore refrigerator so they were initially shocked by what they found.

We emptied all the food out of the refrigerator and moved it into our spare refrigerator. I called Sears Service on July 5 and they told me to schedule an appointment with Sam's Appliance Service. I scheduled with Sam for Friday July 8 between 3:00-4:00. On Thursday, July 7, Sam called me at work at 1:30 and said he was in the area and would like to come to the house to look at the fridge. I told him that this was not possible because I was at work and could not leave. I reminded him that we had an appointment for the next day between 3:00-4:00. He told me that he didn't want to have to come back to the area the next day, but now he would have to and proceeded to ask me again if I was sure that I couldn't get out of work that day. I told him that I was sorry but I could not leave work so I would see him on Friday for our scheduled appointment.

By 4:30 on that Friday I had not heard from Sam so I called his cell number and he said he was lost. I had previously given him directions when I spoke with him. He said he would be coming down I-55 so I told him to take the South Exit for Lemont Rd. However, he kept insisting I told him North and that there is no way that he could go south on Lemont Road. Now I have lived here for 28 years and I know the directions to my own house. I specifically told him a number of times on the phone to take the south exit. Though I was getting a little irritated at this point, I chalked it up to the fact that not everyone is good with directions and decided to put it behind me and remain positive. Sam arrived to my house at about 4:50. He had told me he had GPS but it wasn't working.

So, he looked at my refrigerator and specifically told me that the door switches were not working and that is why the lights must have stayed on and burnt out. He explained that the repair was fairly simple and that is shouldn't be a problem to get it fixed through the warranty. I thought it was odd that he then decided to ask me if we had left the doors open. I told him I owned this refrigerator for 9 years and that we all know how to close the doors. However, again he got pushy and kept insisting on the fact that we must have been at fault. Recalling what he originally explained as the cause, I said, "I thought you said that the switches were just bad." Sam then said he would need to replace both switches and the whole light system. I thought that this was great and was excited to know it wasn't going to be a bigger hassle.

Then he decided to open my freezer, which is a bottom drawer freezer and asked me how the ice maker was working. I explained that it has not worked in 2 years and we don't even use and just buy ice instead. He said and I quote, "Oh, I can get that fixed too without a problem." Sam proceeded to write down the information from the freezer. He said he would turn in all of the repairs to Sears, and after they give him the go ahead, he would order the parts and call me to schedule a time to come back to repair it. He said it probably would take about a week. I said OK seeing I have another refrigerator to use in the meantime. I paid him his $60 service call and wished him a good day.

On July 18, 2016, I received an email from Sears Home Warranty wanting me to rate the service I received. The survey asked if the service was complete, so I checked NO. I hadn't even heard from Sam or Sears at this point. I called Sam on July 21 and he didn't even remember who I was. I had to explain everything to him and what he came out to potentially fix for me. He then said, "Oh, Sears denied the repairs and I was going to call you but my phone broke." I was thinking, "how is this possible if I am talking to you on your cell phone right now." I was so flabbergasted that I didn't even bother to argue the point. Sam explained that Sears should have contacted me which was never the case. I asked him why they denied my repair and he said he didn't know and would have call them myself.

Little did I know that the next stage of this claim would leave me upset, disrespected, and thoroughly disgusted with Sears and their so called quality service that they claim to give all of their customers. I called Customer Service at 855-256-2467 for the Warranty Department after getting off the phone with Sam on July 21. The first person I talked to was Jackson. Jackson couldn't even find me in the records. They had my last name spelled wrong with an I (**) instead of with an e (**). I should have taken this as a bad omen as to how this process was going to go. Jackson looked over everything and told me that the claim was not denied and I needed to call the serviceman.

I told him I just spoke with the serviceman and relayed to Jackson the entire conversation I had with Sam. Jackson said that he would get me another service man. I asked him why this was necessary since I already paid Sam the $60 service call and he had all of the information about the repairs. He said "I will switch you over to the Warranty department." I was stunned because that is who I had called and I had already thought I was talking to. Jackson then switched me over and I got Miguel. I went through the whole thing all over again, and Miguel said Jackson was wrong because my claim was denied and that he can't do anything about it.

I asked him for a better explanation of why this was happening since I didn't understand what could have possibly of went wrong. Miguel proceeded to tell me the reason was that the serviceman said my ice maker has been broke for 2 years and they won't cover it. I said, "What? I called about my refrigerator, not the ice maker. That was completely the serviceman's idea." Miguel said the serviceman noted that we left the fridge doors open and that is why the light system had burnt. These are blatant lies. My daughter was home and heard everything I heard so why Sam would make up such a story is beyond me.

At this point I was livid and unfortunately lost control. Miguel who was very arrogant through the whole conversation said he was going to call the serviceman and put me on hold. When he came back on the line, Miguel said "your claim is denied and there is nothing you can do but pay a deductible to get it fixed." I said this is absolutely ridiculous and that I want my refrigerator repaired like I had originally intended to get done so that he needed to find a way to get me another service man. Miguel said "thank you for calling Sears Home Warranty" and he hung up on me! Is this how you train your representatives in customer care? I have NEVER felt so violated or disrespected by a company I hold in such high regard. I think your company's core values needs to be reevaluated for a number of reasons.

Not ready to give up and wanting to get to the bottom of Sam, Sears, and their trail of lies, I called back and spoke with Bobby who I had to tell the whole story to all over again. She was very sympathetic and said she would take care of everything. She switched me over again to Jalaina in the Warranty Department and needless to say, I had to go through the whole story all over again. At this point, I had been on the phone trying to solve this mess for over 2 hours. I was exhausted and disheartened. Jalaina said she was going to resend the claim with all of the notes for reconsideration of my repairs and that I would get a call. It is now July 31st and I still have yet to get a call or hear from anyone from Sears.

When it comes down to it, all I really want and need is for my refrigerator to get repaired. I am paying $39.99 a month for a Home Warranty Plan that has become a nightmare thanks to Sam. I am willing to look past the lack of care Sears has for their customers when dealing with stressful situations based on one liar (Sam) and one disrespectful kid (Miguel) in hopes that the right thing will be done in my case and that Sears looks into the validity of Sam from Sam's Appliance Service as well as the rest of the service companies they hire out to be representative of Sears good name.

Has this affected how I view Sears and whether or not I will consider purchasing from them in the future? More likely yes than no. However, I am confident that someone will see this letter and realize that you cannot lose touch with the group of consumers who keep your company afloat. I would greatly appreciate it if you would send out another serviceman for another opinion and honor the terms of your contract. Thank you for your time and consideration.

The only lucky part of the whole experience was that the saleswoman who helped me place the order was unable to help me in the purchase of a hot water heater because she didn't know how. I purchased that elsewhere and have been totally satisfied with the purchase and installation. Thank heavens for small blessings! As an aside the very afternoon of the day that I opened a Sears account to pay for my purchase, a credit card with a major credit card company was applied for. Of course, it could not ever be proven that the two things are related, but I, personally, will never forget it. Thought about writing the CEO, but realized that he likely does not give a care or thought to a customer complaint, so decided to save myself the headache. After all, the CEO of Sears is busy trying to figure out why sales are down.

I had my regular AC man (30 years experience) and he told me the system pressure was fine. It may have been because it was a very hot day and the pressure outside may give varying readings. This was three years ago and the system has been working fine. As for the water heater service all he did was run a vacuum under the water heater and checked for leaks. Did not flush system or anything else. This is the worst service ever. They keep calling and sending me emails. This is a joke. Stay away.

The manager (Cathy) said she could not do anything about it, and I was basically stuck with a $75 purchase. She explained that it was a "new" policy. I informed her that I was never aware of this "new" policy, the cashier (Holly) pointed to a piece of paper on the counter and said it was posted there. However, we had to move my purse and merchandise so that she could even show me. If a policy is not visible then what good does it do? Cathy wrote down the 800 number and said I could call "them" about it. I called, and spoke with Nicole who said there was nothing that could be done about it because it was a policy. I explained I had never had this issue before, nor was I aware of any policy and ask if I could speak to a manager; Nicole said, "NO", I was stunned!

I ask if could leave a voicemail for the manager; Nicole said, "NO". Now I'm insulted and beyond angry. I ask how were they supposed to communicate with managers if VM or E-mail was not an option, she said she "walks over to their desk". WOW! WOW! WOW! I asked if she could "walk over to their desk", and give them my name and number and have a manager call me back. I have no faith that will happen. I do not expect a call back. Bottom line, I am closing out my Sear's account, and stuck with $75 of brand new merchandise that has tags on it. I will ensure everyone knows that Sear's has no concept of customer service, will deny customers the right to speak, e-mail, or leave a message to managers.

They do not empower their managers to resolve small dilemmas. This issue should not be at this level. Denying an in-store credit or a credit to my card cost them much more in the long run. Allowing me an opportunity to speak with a manager or leave a message should have been granted, as well. Sears culture and mentality is an organization I want NO affiliation with! I can buy merchandise and appliances anywhere, not just at Sears! I have never in my life been so insulted by a public organization, and would never had expected this from Sears.

Unfortunately, and based upon this representation, I went to Lowe's and canceled my order for the freestanding range. That meant losing out on $200 of a rebate, making my rebate reduced from $500 to $300, as I no longer would be purchasing four (4) appliances. However, I much rather wanted the slide in unit. I went to order this unit from my cart in the outlet, and learned that this unit indeed, does NOT have the cook top griddle feature. This was verified at the GE Appliances website.

Stuck with a $200 loss on my rebate from Lowe's (because I canceled the order and to get the $500 rebate, all four (4) appliances have to be on the same receipt), I then looked at another slide in range on the Sears Outlet website This one had a double oven (which I didn't want because it means bending over floor level for the larger oven) but it did have the griddle, and was priced at slightly over $1,600. I put that model in my shopping basket on the Sears Outlet website. Not wanting to spend an extra $400, I still put that item in my cart, so that I could have a range with the griddle feature. It was their mistake, but I was at a loss - if I wanted the griddle feature, I would have to purchase the more expensive model.

When I went to check out and pay (at about 4:00 AM this morning), I kept getting an "error" message, and could not put it back into my cart. I kept getting that error message and could not load the item into my cart. I went back to the product page to try and re-load the item into my cart; to my surprise, the price for that item had risen to over $1,900. This was in the course of about ten minutes. At that point, I got up from my bed, and went into my home office on my desktop computer. I got the same error message. I called the Sears Outlet phone number and spoke to a person named Brix. I explained the above to him. The call lasted over an hour and four minutes. As I was on the phone to Brix, the price of the range went up over another $1,000 and it is currently listed for $2,079.99. All in the space of about an hour, this unit's price jumped every time I clicked on the appliance.

I believe there probably is some sort of algorithm whereby the price rises the more clicks it receives. Regardless, what I do know to be a fact is that the price rose from about $1,663 to $2,079 in a matter of about an hour. I believe that because the appliance was in my cart, the price was triggered in some sort of fashion to rise. As of 8:10 AM, Brix's manager still had not contacted me. She finally called, but could only offer $150 off the higher price and a $200 gift card. That was NOT THE SAME to compensate me for the price being raised about $500 though. With delivery, I could not afford to do it.

I am furious. First, because in reliance upon the representations made concerning the first range having a griddle, I canceled my order at Lowe's and now face a $200 loss on my rebate. Additionally, if I wanted to order the same unit from Lowe's again, the price at Lowe's is now $218 higher, making my losses at Lowe's $418, not to mention the inconsequential damages I now face at home with my kitchen still being torn apart, the time and frustration now (over 5 hours) loss of work, aggravation, loss of peace at home, etc.

Every time I called corporate, their "operators" put me through to "customer solutions," and THEY CAN"T HELP me. They don't handle OUTLET sales. So who do I speak to? Their operators are rude and don't listen. I have emailed at least four people in corporate. I got an email back saying to leave my number so they can call, and I responded, but no call yet. Funny also, because my signature line on my email also has my number. I also am frustrated beyond words. These are unfair trade practices at best, and false representations at worst. There could be a price setting scheme on the site, which needs further investigation. I am considering going to the Attorney General to certify a class of consumers for a class action lawsuit, and Better Business Bureau. Buyer beware.

Tried to explain my personal situation of my loss of two children. I buried my son and then soon after my daughter. Of course I could not think about warranty date. I am willing to pay more for better quality tried to explain that to customer service but no one can help me. I am writing to you for help and understanding regarding this matter. I want to purchase another chest through Sears on my card for a better quality chest for my grandson if possible. Thank you in advance for your help and understanding.

I have no warranty. Sears will not offer a free consultation to come out and check the problem. That would cost 50-200 dollars just for the visit - no parts or labor to fix the problem. If the dishwasher overheated to that point, I cannot trust it in my home. Poor quality, poor service and no more Kenmore purchases for our home. I have talked to the store manager and Sears corporate, They say they understand but offer no reconciliation. I purchased a lemon. Don't follow me down that road. Kenmore appliances have performed poorly for me and I will not be a return customer. I hope that you will not be their customer either because the road can be bumpy if you are the lucky one to purchase a lemon. I failed to purchase the extended warranty and that was a huge mistake. They would have been more accountable if I had.

That board from GE is about 150 and can be purchased if you want to do this yourself. So actually this guy did not do me any favors. Now if you cancel their warranty service they will charge you the full 450. Well if this is any sign of what is to come I think I need to see an attorney and take care of this now. And just to be clear the image I attached was how the inside looked after he left the first time... I took the cover off and took a hair dryer to thaw it out. The second visit the tech told me my fridge is in defrost. I wonder why it is in defrost when a ton of ice is all over the coils.

I told the guy that the salesman knew that we were putting the new washer on our existing pedestal but he still refused. I called Sears and after venting with the manager, she offered a 10% discount on a new pedestal and free delivery. That just made me madder! Finally she ended up giving me a 20% discount and free delivery. What a horrible experience! All the salesman wanted to do was sell the washer and the hoses, the maintenance agreement and the delivery fee. Never again!

I know it's her job stopping cancellations but she didn't help me. Neither she asked me for the address so I gave it and she said, "We have other here (of course the guy wrote wrong information). She "nothing that I can't do... I can't cancel and I can't change the information." I said, "What??? What about my money. What about if I don't get the items for the wrong address..." She said, "Sorry. The only thing that I can do is give you the tracking number and you find out..." That is crazy... So what I did I went to the Sears store. Spoke to the manager all about what happened by phone. He called the store to explain the situation and guess what. The manager MAXIE fix the information but she told me no because didn't want the cancellation of the order.

Mistakes happened but she suppose to help not tell people find out what to do. I suppose to receive the items tomorrow but I am nervous because according to my email the information is wrong... but according to the manager in the store she fix it but she never say it. I am glad that was just $46 dollars, if I lose won't be too much. But from now on I will go always to the store or do it by myself online. Never call again.

Two months ago, my range started acting up, so I called to set up a repair appointment. Repairman 1 showed up, was nice and spent time arguing with various Sears reps over the phone that they should cover my repair. Unfortunately, he apparently misdiagnosed the problem, because when repairman 2 showed up and installed the replacement part, the range still didn't work. He ordered a different part. In the process of installing the first part, he bent a corner of the plate covering the back of the range, lost a screw that fastened the plate to the range (told me when I found it, it was an extra and I could throw it away -- it was NOT an extra, as it turns out) and stripped another screw hole where the metal back plate connects to the range. To hide what he did, he pushed the range back against the wall and didn't mention the problems (which he caused).

I've spent many hours on hold, speaking to Sears reps who didn't understand the issues or offer any concrete solutions. They transferred me to an insurance claims department that allegedly will investigate this, but I hold out very little hope of reimbursement or correction. Meanwhile, I decided I'd rather find my own repair person or buy a new range, so I called Sears to cancel the appointment and my contract. They said in order to do that, they were going to have to bill me more than $200 to cover the part that repairman 2 installed (the part that repairman 1 shouldn't have ordered in the first place). Me cancelling this repair will cost nothing more to Sears, but they won't release me from the contract without PAYING FOR A WRONGLY ORDERED PART. This is EXTORTION, plain and simple. Learn from experience and stay far away from this predatory company.

All I keep getting is "We are going to send an email to our Home Delivery department and someone will get back to you within 2 business days." LIES! No one has contacted me and I am sick and tired of calling every single week hearing this! I will never again purchase anything else from Sears or Kmart. Horrible, Horrible customer service! I am desperately hoping the right people will see this and I am refunded my money!

He also did not perform the diagnostic because when he turned it on and determined that it was already working, he decided not to check the integrity or functionality of any of the individual parts. For example, if you had a car whose brakes sometimes worked and sometimes didn't work, so you took it to a mechanic and at the time they were working, do you think the mechanic is allowed to say, "Well, they work right now, so there's nothing I can do"? Don't you think he would check the brake lines, the brake fluid, the brake pads, or something???

Our technician did NOTHING but turn the oven on, declare it was "already working" and then charge us $149 for a diagnostic and repair. When my wife asked why we were being charged since he did not perform any work, he threatened to turn her over to the legal team unless she paid. Then he refused to leave our house until she paid. This is fundamentally fraud, but after talking to 6 different customer service reps, Sears will not refund me anything.

Finally, someone connected me to claims dept. You got it. Someone would call me back in 24 hrs. No call. Then when I called yet again, I was told I had to go to the store, that it was their responsibility. There I talked to Rosalyn. She said she was the manager in the service dept., but was new in the dept. She also told me that this was just a drop off point that the store was not responsible. I asked her who was responsible. She avoided the question. I asked again, and again she avoided the question.

She also told me that I had abandoned my machine because I did not take it with me. I said I didn't want to take it and be accused of doing this damage to it myself after leaving Sears. I know that she works for Sears. If this is just a drop-off point why is a manager of Sears working as manager in Service? She told me that even tho it was not the store's responsible, that they were willing to give me 20% off a new cleaner. 20% is nothing. I could have taken my cleaner somewhere else for repair. Buying a new cleaner from Sears is like me paying them to demolish my cleaner.

I asked to speak to a manager and was advised the manager was not available and I was told they would call within 1-2 hours. No one has returned my call to date. I am writing to dispute this purchase because I refuse to pay furniture that is crap. I had no idea it would have been my experience. Its been awful. I know I will never shop at Sears with an online vendor again and will always highly discourage anyone against shopping there. This has been a nightmare and I have wasted so much time talking to customer service reps, case managers, and actual managers. Not one of them was able to help me.

Please do not shop here. A company with this poor of customer service does not deserve to be in business. Sears has the worst customer service in the entire world. I would appreciate a response regarding this complaint. The entire process is designed only to try to make you give up in frustration. After almost two days of dealing with surly CS reps who could barely speak English and did so with such a thick accent as to be unintelligible.

He arrived with no greeting, no apology, rude, and using profanity when I told him he was expected at 5:30. He said the new outside unit was too big to go where it was needed, and that it was "too hot" to work in the attic. He wanted to put the unit on brackets instead of on a pad as the contract specified. He ended refusing to do the job. No one at Sears Home Improvement is available to address concerns on Saturday, and the "owner" of the call center seemed unfazed with my issue. Why contract with a company in West Virginia to do a job in Maryland scheduled at 5:30 am? Why use rude contractors who apparently don't want to work? I have emailed Sears Home Improvement to cancel the installation contract. My advice -- don't use this company. Just don't.

I am very disappointed in this purchase. Tried to write a decent review on Sears.com but it was rejected, my guess is they scrub the poor ratings out. The supposed cost for the last repair under warranty was more than I paid for the unit, makes one wonder! Tried calling to reach someone in customer services to complain however all #'s I have found send you to their repair dept and all they say is sorry. I will need to go to Home Depot in the morning and buy a unit that works to save my freezer full of fish. Sears/Kenmore doesn't really seem to care.

Sears did send a serviceman the next day. He could not fix it, and speculate that the electrical board was bad. He told us order parts and return to fix the washer taking around one month. I called customer service to complain that I can't wash my clothes by hand for another month and need a exchange for new washer. They told me it's my fault, that I should call them within 30 days. Should they replace the washer since they sold us a defected device.

After 48 hours I still had heard nothing so I called again on Thursday. The employee I spoke with transferred my case to a higher person and said again I should hear from someone within 48 hours. I never received a phone call so here a week and a half later I still have no stove. Today I called again and after waiting on hold 30 minutes I was told that if I would've bought my stove in July they could of done something about it but since it was bought in June, they cannot pull up my receipt and they can give me 10% off the part or 20% off the service.

To me this is not acceptable. I understand the stove is 7 years old, if it was normal wear and tear I have no problem paying for it. But, when I have someone who sees problems like this daily telling me that this is something that is not normal, and the company should not have sent me a brand new stove that way, that is when I have the problem.

I requested they replace the refrigerator as I have a Sears Master Protection Agreement/warranty. But it states the product/refrigerator must have 3 failures in the same year before Sears will replace the refrigerator. I have talked to at least 15 customer service people who have to work in a badly flawed system that prevents them from actually giving good customer service and getting something fixed. You also get to repeat the whole story just about every time you call after going through a long menu/phone tree.

A guy comes out. He says it needs new this, that and the other. They send those parts to the wrong address after I had made sure they had the correct address when the guy couldn't find my house and I also called in to make sure they had the correct address in the system and they verify it with you each time you call. So they send the parts to the wrong address. Because they did that they can't just simply resend them to the right address. They have to send another guy to look at the same appliance. So I waited a week for the first guy to come out, a week for the appliance to go to the wrong address, and then another week for another guy to come out.

Well the second guy says the first guy didn't know what he was talking about and he ordered the wrong parts and that there was a leak in my coils, that he would order the parts to replace it and he would fill up the stuff that was leaking so I would have a refrigerator until it got fixed (kudos to that guy cause he was awesome!). They finally got it fixed a week later so took a month, month and a half to fix but it got done. I continue paying my $40 a month cause coming up with the $60 deductible again isn't easy for a single mother of 3.

I get them to come out and look at oven/stove, washer and dryer. The dryer just had a part that was sticking out that was needed to be replaced that was tearing clothes up. A total of 3 parts. The oven/stove 10+ years old, was going to cost $679.00 to fix. They are going to send someone out separate to fix because they had to decide whether they were going to fix or replace it so it took longer. They tell me, their Guy tells me that my $226 washer that is 9 years old is gonna cost $1,11.59 to fix. All wear and tear stuff of a 9 year old washer. It was working up until about a couple days before they came out but I had set the appointment and it was still working. Not well but it was working.

I call to see if they are going to fix it or replace it and they tell me they are not going to fix it because it was not working when they came out to service it so it was not covered by the extended warranty. Funny because none of my appliances but the dryer were working, but my dryer were working when they came out. They just don't want to replace it. I have coverage up to $10,000. The woman that I talked to reviewed it, did not understand why it was not covered so put it up for review again.

Honestly, this has been a nightmare. I thought this would make my life easier having an extended warranty and getting stuff repaired instead of having to buy new appliances but it has been a fight to get things done and to make sure they are doing their job correctly. I will update when I find out what they are going to do but this is really frustrating seeing as how I also have to be at home each time they come out! I really was hoping to write a great review because I always compliment a company just as often as I will write a bad one but in this case I can't write a great one. They got 3 stars cause of the guy that was nice - enough to fill the fluid in my refrigerator so that I wouldn't have to wait another week to have food in my house with 3 kids. Very disappointed. Will update as to what they do with the washer.

The customer service representative also failed to inform us that we needed to buy hoses and extensions if we wanted Sears to do the installation that we paid for. So, when Sears delivery team called and told us that they could not do the installation due to this we had to push back the delivery in order to purchase the needed extensions. When they did sell us the extensions, they told us that we needed a hose for the fridge that turned out to not to be needed and is useless.

The exchange process was terrible. I found a fridge that did fit but was more expensive. When I explained the situation to a customer service representative I was told that I could exchange the two fridges at the same price because we would not even have bought the bundled kitchen set from Sears if we knew that the fridge wouldn't fit. I was told that the difference, which was $130, would be charged to my credit card and then refunded. I even gave the customer service person my credit card number after he asked for it. I was given an order number ** for my order.

I called again because we were told that the delivery department would call within 24-48 hours and the delivery dept. failed to get in touch with me. Sears crosschecked with my name and phone number and the order had not yet been placed. I asked to speak with a manager. I had to go through the exchange process once again and reorder the fridge. I was told that the same order number that I had been given but did not appear in the system would be my new order number. I asked the manager for identifying information so I could get in touch with him directly if something went wrong. He would only give me his first name and would not even give me a direct number to call him back. I asked him for a receipt and an email of the transaction that has occurred. He sent me no receipt of the transaction.

His email is supposed to detail the exchange but is very unclear. It does, however, have the order number on it acknowledging that the transaction was complete. I was given a case id number **. The customer service was very nice up to this point, but apparently lying to me. I was never charged and refunded $130 but Im still worried about what the customer service representative that asked for my credit card info will do with it and why he asked in the first place.

A person who identified herself as Susan from the delivery and installation dept called and informed me that the exchange still hadn't been made and that she only had notes about the action I wanted to take to exchange the fridge. She stated that the order number for the transaction that proved that it was made was not in the system. She got an attitude when I became upset about it. She told me that she could make the exchange but I would have to pay the $130 difference. She insisted on this even after I told her the whole story, stressing the part where I had been told that the exchange would be made free because: 1) it was Sears fault that I bought a bundled kitchen service with a fridge that did not fit and; 2) I had been told repeatedly that the exchange would be free.

I finally got her to come down to charging me only $27 dollars when she said she would give me 15% off, but it was exhausting and it seemed to be petty on her part. She gave me the same order number even though she said no order had been made before her call. I asked her to send me a receipt of the exchange. She sent me a receipt that did not have the fridges on it and was not a receipt of the exchange. The receipt only had a delivery fee on it which happened to be $27. I was also told before that I would not have to pay for the delivery of the exchange. This was all so upsetting and tiring that I didnt call back to ask for another receipt.

The fridge was finally exchanged by two very nice delivery men. All of the delivery men were very nice and the only highlight of my experience. Susan, the delivery/install women that actually did the transaction for the exchange called back. She had forgotten who I was and asked how the experience was and as soon as I told her it was horrible she got an attitude again. She cut me off several times while I was trying to give feedback (the point of the call).

She does not seem to be the right person for this job. I told her that I wanted a receipt of the actual exchange in case something happened to the fridge and I needed to return it. She said she would send one but never did. It seems to me that this exchange was never made official and this is why I can't get proof of the exchange. I had to miss three days of work because of the need for another delivery due to the exchange and because for some reason Sears will not deliver the dishwasher on the same day as the fridge and oven. This also meant that I had to tip three different sets of delivery men.

During the month of June, I again sent numerous emails and made phone calls regarding the status. On June 1, I spoke to the sales rep who stated per the project coordinator, they were waiting to get the insurance estimate from me, which they never even requested! This was the last communication from them. After organizing all my notes on this entire transaction into a chart format timeline, on June 24 I contacted HomeAdvisor and filed a complaint. It took until July 15 to get a response from the finance company stating they talked directly to Sears, who by the way, are the only authorized people to place activity on this account, and Sears ASSUMED the contract was already cancelled! I immediately sent the project coordinators and the insurance company an email requesting a formal written contract cancellation.

On July 19, I was told by the contractor site that per the district general manager, Sears had cancelled my contract on April 29, 3 weeks after I signed it! Mind you, on May 16 they told me they had not ordered the cabinets bc they were waiting on the mold report! Not once was I ever told they were backing out of the contract! I would not have wasted two months on these very unprofessional people had I known. As of the time of this review, I'm still waiting for written confirmation of the cancellation. I will never, ever use their service or recommend them to my worst enemy! Just very, very rude.

Asked the person who answered, (Connie) why I had received a filter. Gave her USPS #, however she indicated it did not mean anything to her. I asked to speak with a Manager, she indicated that she was a manager. After a bit she indicated that I had signed up for a water filter replacement program. Since I did not even know it existed, I indicated to her that that was not the case. Asked her which store I signed up, she did not know. Asked who me signed up, she did not know. The only thing she know for sure was that they charged my credit card, and that I had bought a filter a year ago in July. "Didn't you remember", she said... Told me to go to Sears, (which one) and have them print out a return label and send filter back to them UPS, although they shipped USPS to me. THEN and not before they would cancel my credit card charge.

Went to Sears store and talked with Manager and they called and had indicate that they would mail me a return label. The Sears store manager looked back in their records when I bought the filter and verified that I had not signed up for the program that I did not know existed. Now I wait for label, drive to UPS get envelope and mail back something I did not request in the first place. How did Sears get my credit card number so they could charge for something I did not order or authorize. Be very careful about signing up for anything at Sears. They are not the Sears of my Father.

UPDATED ON 08/12/2016: The saga continues. Sears finally sent a label for me to send back a water filter that I did not order or request. They indicated that they would not take the unwanted, unordered, water filter charge off my credit card until they receive the filter. I complied and they requested the charge removed from my credit card. Then I receive a order confirmation and indicated that it was for $9.75 and that I did not need to send payment. Do you know why, they charged it to my credit card and it was for shipping return of a part that I did not order, did not want. They illegally charged to my card again. I went to the local Sears store that caused the mess in the first place, and asked for help. They tried calling and the 1 800 number would not answer her either. She tried chat on her computer and they would not help her there either. Another wasted trip for me.

I called my credit card company and protested the charge. Now I am going to have to cancel my credit card. Finally reached Customers Solutions and they were curt, a guy named Kevin, and indicated that that he could do nothing to help me. What is he there for. Finally he indicated that he would have someone call me. I said when??? He indicated 48 hours... I am still waiting. This people is how Sears treats a customer who has never bought anything but Sears products. Three lawnmowers, three pair of washer and dryer sets, pressure washer, air compressor, truck shocks, tool boxes, many clothes, shoes, boots. Let me ask a question. Do you think I will ever buy form Sears again???

I was given an appointment after a week for July 1st. The Tech came out after 8 days and said I needed new compressor costing over $800.00. When I said that compressor was under warranty for 10 years, he said that "you still need to pay $60 for the service call since the call was placed through home warranty (would be free otherwise)." He also said that they are getting a lot of complaints for compressor failures and that the parts not available and will need to be ordered. It will take another week (no later than July 8th) for the parts to arrive. So I asked him to schedule the next earliest appointment, which he confirmed for July 11 and left.

2 days later I get 3 rescheduling (which I never requested) e-mails and final e-mail moved my appointment to July 15th. When I called customer service, they said that they don't anticipate the parts to arrive by 8th and hence cannot prepone the appointment, which was a lie as I did get all parts by 8th. My appointment was scheduled for 10:00 AM-2:00 PM on 15th, but when nobody showed up till 1:30 PM, I called again only to know that the expected arrival now is between 3:45 PM and 5:45 PM. When I yelled at them, I was offered the standard apology that I have gotten used to by now. I had to alter my plans for the evening and cancel a few appointments.

The tech finally showed up at 5:30 PM and spent 3 hours working on replacing the compressor. On completion he charged me $307.00 more (367 in all) and said that parts are under warranty, but I still need to pay for labor (not covered by Home warranty either). When I asked how do I know that the refrigerator is all fixed, he showed me that fridge is cooling now, but will take 24 hrs to get to the right temperature.

After all the hassle for 3 weeks and the expense, I was relieved that it's finally fixed. But my relief was short lived. After 24 hrs, I figured that only fridge section is working, but ice maker and freezer are still not working. When I called again, I'm given an appointment for 26th July, which means it will be over a month to get the refrigerator repaired, only if it does get fixed on 26th. This means I'm without a refrigerator for most part of the summer. I've already missed 2 days at work and not sure how many more will I have to miss to fix the piece of crap.

Go online and chat with rep. Can't seem to understand the problem. Ask to speak with someone. Give me the 800 #. Talked to someone who promised to take care of it and get the replacement expedited. I get an email showing the part is expedited and being delivered the next day (Friday) at no charge. Waited until Monday then checked on delivery. Check the order online and order details show they charged me again for the part, no discount, and charged me $18.00 for shipping even though it was to be shipped to parts center.

My lawn is now unmowed for 2 weeks and 10 inches deep. Go online again and chat with rep. Part not available and they must order from manufacturer. Won't be delivered for another week, no discount. "Sorry for your disappointment." Escalate to supervisor. Nothing she can do. Offers 20% discount on future order. Me: "There will be no future orders. I want this part expedited." She wouldn't even admit that her warehouse screwed up and shipped wrong part. Just have to wait another week and hope I get the correct part. Now will escalate to Sears corporate if I can find who to call and number. Way too much aggravation for an $18.00 part but customer service this poor needs to be called out.

No record despite having placed the order over two weeks ago and having someone tell me it was arriving tomorrow. Feeling very confused I called in to explain the situation and the customer service agent wasn't able to help so I spoke with a case manager. The case manager said it would take three business days to figure out what happened to the order; not to process or ship the order but just to figure out what happened with it. I was told I would be contacted and never was. I called back again and spoke with another rep and then case manager to ask what the situation was with the order, they had no idea what the status of my order was.

After several days and many frustrating phone calls I decided to give up and cancel the order. Not only did the case manager not know if the order had even gone through at all but they were unable to cancel. I spoke with Judy, emp id ** and she was so rude that I demanded to speak with a different manager. She would not transfer me until I had asked several times. The manager was not available and I was told they would call within 1-2 hours. After three hours I called in to speak to the manager and was put on hold for another 10 minutes until finally speaking with Nate emp Id **. He told me he could not cancel but submitted a cancellation ticket and told me I would receive confirmation when the order was cancelled the next day. I called in the following day and asked about the order status and was told I would find out in two days.

At this time I still do not know whether or not the order has been cancelled but I know I will never shop at Sears and will always highly discourage anyone against shopping there. This has been a nightmare and I have wasted so much time talking to customer service reps, case managers, and actual managers. Not one of them was able to help me. Please do not shop here. A company with this poor of customer service does not deserve to be in business.

We gave it a shot, but the next morning it still didn't work. Calling they told me it would be THREE DAYS until they could "replace it'. That wasn't acceptable (we had renters) we found another fridge that day, and paid extra to have it delivered on a Sunday. Trying to get the fridge picked up and get a refund was even tougher. First they told me Tuesday for pick up, and 7 to 10 days to get a refund, and told me to call again on Monday. On Monday they told me Wednesday and two weeks to get a refund, saying that they had not scheduled a pick up the day before. Half a hour on hold later, we got back to the Tuesday pick up, but they REFUSED to give me confirmation email. We'll see if they come through, but they have certainly lost a customer.

Anyways, they were unable to schedule me for a tech until after my 30 days trial period was over... how convenient for Sears! I located a crack in the ceiling of the fridge interior. Called the Store and one of the sales person gave me a number for service. I am planning on returning the defective item... ON HOLD FOR 20 minutes. No one picked up my call nor do I believe that anyone would be planning on picking up the phone. So unacceptable... and the people that work in the store are clueless. They can only supply a phone number for you to contact. Sounds like Sears has this all lined up so that you have no choice in keeping damage merchandised.

Sears said their system notes stated the company had stated the opposite. I had them call the company to clarify the matter. A Sears rep called me back and informed me they called the repair company and confirmed what I said and after writing a note in my file sent the issue back to be reassessed. The replacement was again declined for the same reason. The notes on the file were removed and they refused to contact the repair company to confirm. I cancelled the warranty. Later on that same day they called me asking me if I wanted to have a complimentary home improvement inspection... Never again will this company take a penny from me. I gave it one star because there was no lower rating.

Sears - when repairman comes, is he able to just charge any amount he wants? (If I have a nice home, do I pay more than someone who doesn't). There is no LIST OF PRICES FOR WORK performed. My receipt showed $95 diagnostic fee, IM fill tube $124.00, tax $15.33. Why does it not show a labor charge and part charge? The part he put in was a small 3" tube for $30.97 running from the rear of icemaker to icemaker. He put it over the other smaller tube which he said was a design flaw. It took him less than 10 minutes. Why was he able to mark up the part more than 95% increase in addition to the other fee? I feel it is unfair and illegal to not breakdown your receipt pricing. I will also be contacting other agencies to file a formal complaint, since no one from your company bothered to contact me regarding my 3 phone calls.

Sears - I called your repair 'billing dispute' department, again hard to understand the person and was told "I'm not trained for that, I can't help you."??? WHAT??? Then I called your repair 'customer solutions' and was told they were unable to help and she would have a technician supervisor call me. NO ONE called.

Sears - I am unhappy with your service. I am going to tell all my friends about your repair policies, and it is highly unlikely I will purchase any Sears products in the future. I don't know what happened to your company, but cost cutting will cause you to lose customers. How do you vet your repair services, cheapest bid? They do not represent your company in a favourable light. Outsourcing your customer service calling centers, to outsourcing for the cheapest labor to manufacture your appliances? Many people in America are unemployed. At least have employees who can speak English, and resolve customers complaints working for you!

I called Maytag and they were great, sent me the parts that Sears repair guy said needed replacing at no cost. Parts arrive on a Tuesday, but I was tracking it so I called Sears HS on Monday to schedule first available time. They told me it would be Thursday. I took the 1-5 appt slot thinking this guy will be late again, at least I will have my morning open. Mind you, we have been without a washer for 10 days. A family of five, that's a big deal. Anyhow, around 2:00 on Thursday I check the link that has my appointment info and my scheduled time has been updated to 2:45-4:45. Ok, it's in the time frame of 1-5 so no big deal. Then at 4:00 I check because I haven't heard from the guy and it's been changed to 7:45 pm-9:45 pm.

I go ballistic - how does a 1-5 time frame go to that?! So I call the Sears HS number and I am told that routing adjusted the time based on the technician's schedule and that I am the last customer of his day. I speak to "Lexi" who contacts routing dept and assures me he will be there between 7-9 pm. That's late for me but I take it because I want this taken care of. Meanwhile, I see that I can sign up for text alerts so I did.

At 6:15 I receive a text that says my appointment has been rescheduled for 5 DAYS later!!! I'm beyond upset!! I call Sears HS and speak to a girl in another country who LAUGHS at me and tells me nothing can be done at this point in the evening. OMG I go off. I need to speak to a supervisor. She tells me she is the supervisor. So unbelievably unprofessional. I ask to speak to a different supervisor and she says that's not possible, and if it was they'd tell me the same thing she did.

So I hang up and call back , hoping for a different person. They guy who I ended up talking to, Marco, was very nice but at that point I was done w/ Sears. I called a different service, they came the next morning between a 2-hour window and fixed the problem. Sears is all about asking for you to rate their customer service, I must have gotten 5 emails asking me to. It's crazy how they mistreat their customers!! Do yourself a favor and call another service.

7/9 contacted Sears "customer relations". Provided case number ** and was told that returning it would not be a problem since it was within the return period. A return label would be emailed to me and an apology letter sent. Right, as of 7/14/2016 I am still waiting. When I requested that they send me an email detailing their offer so I had it in writing they said it wasn't possible! 7/14: contacted Amex are crediting me and taking it up with Sears. God bless Amex! I'm not sure what has happened here but at a minimum Sears accidentally, or not, shipped an order that I was told by a Sears customer service rep had been cancelled.

I am not concerned over what Sears partner may have shipped this product or what the mix-up was. I am demanding that a call tag be issued and that an immediate refund be made to my Amex card. If this isn't expedited I will pursue any and all opportunities to repair the situation and move swiftly to post the appropriate consumer reviews on Sears and notify both American Express and the Department of Consumer Affairs. Accidents happen but professionally run companies fix them swiftly and fairly, as companies like Amazon can attest to. Absolutely unbelievable that a supposed major retailer in this day and age could have this type of customer service. Do yourself a favor: don't shop at Sears--ever.

When I go to the local Sears in Las Cruces, NM, the manager tells me that it is out of her control and tells me to call the delivery service to get help and that they would definitely help... which proved to be completely UNTRUE. So not only that I have wait for 22 days to get my ordered dryer but also had to go through all the inconvenience and waste of my precious time. I WILL NOT BUY ANY MORE STUFF FROM SEARS AND ALSO WOULD NOT RECOMMEND ANY OF MY FRIENDS OR FAMILY TO EVEN VISIT SEARS.

It is now Thursday 7/15/16 and nothing has happened. When I called the delivery service I spoke with a Asian lady who was rude and abrupt. My refridge was supposed to be delivered in the morning, which turned out to be 3:15PM to 5:15PM with a call 1/2 hour in advance. I finally had to leave at 6:00PM that night, at my house, and finally got a call at 6:30PM. Well the business was closed and I told them to come back tomorrow. A lady called me back and I asked her to deliver the unit in the morning. “Can't do that the truck is already scheduled.” I said that I should be the first delivery as a carryover from the day before. Answer was “No!” I have to wait another day. And this happened twice with each delivery.

They are a horrible service to do business with. They do not care and have no customer service or satisfaction interest. What if I needed the appliance if my other one broke down? As of today 7/14/15 I have no confirmation of a delivery and it is 10 days later after I did the exchange paperwork. Not even a callback to contact me. I have called 4 times to the Sears Appliance Dept and no one answers.

It took 2 weeks for the computer to come in. I called sears once the computer came in and the representative said they had to schedule an appointment for a week after I had been told that same day. It had already been a whole month without a washer so I decided I would just put the computer on myself but keep the appointment so they could come make sure I put it on the correct way.

Well the computer messed up again. My washer wasn't functioning properly. The technician came for the appointment and I told him the washer was still messing up. Then that technician diagnosed it that the outlet cause my washer to go because it didn't have a ground. I thought to myself well shouldn't have the first technician checked the outlet first. So that technician said he would order me another and it should be here in a week. I gave it 2 weeks. The part didn't come in so I called, turned out they never ordered the part and they voided my warranty because I installed the part. When that wasn't even the problem to begin with. They gave me the run around for everything. I just gave up and bought a used one.

I explained that I had timed shipment of these items to arrive when I would be at that location. The particular location is 30 miles from the nearest Sears store. Although I have no problem returning the Kitty Kat Purse at my convenience, it should not delay shipment of my correct order that I PAID FOR! In lieu of that, I should get an immediate refund. I should mention that on the pack list, the first reason listed for return is "wrong item received". What does this tell you? Furthermore, the customer service reps should not LIE about a supervisor calling back. We both knew it wouldn't happen. I do the majority of my shopping online, but this retailer has been crossed off the list.

When I got home, I again tried to assemble the furniture. The assembly process was very lengthy due to many small pieces, and took me about 5 hours. After the main body of the buffet was assembled, the last step was putting on the cabinet doors. Once they were on, I was horrified to notice that they are a totally different shade and finish from the rest of the furniture. The color difference is very noticeable and horrible looking.

I would have been content if I could return the item and have it replaced. Unfortunately Sears is making this process as difficult as possible. The first customer service agent I spoke with offered to try to help, and offered to speak with her manager and my local store. But she never called back... The next customer service agent made it clear that my return will only be refunded if the furniture is disassembled and returned to its original packaging for shipping. Which will be virtually impossible due to the amount of glass and the number of small pieces. Overall a very disappointing experience. I would not recommend purchasing through Sears online.

It is now midnight and my freezer has not frozen anything. No ice yet. Still think it is broken even though a new compressor was supposedly put in. This guy left the old heavy compressor in my kitchen and all the trash, which I just noticed, and did not even fix my refrigerator. Now Sears is saying the earliest they can come back is nine days again July 22. This means I am expected to not have a refrigerator for over a month in the middle of summer. I will never buy from Sears again. I wish someone in America could make appliances and repair them. US has become a third world country in the last two decades. We consumers have no recourse and all complaints fall on deaf ears. Repairs and appointments take months. Tomorrow I am buying a new refrigerator and it will not be from Sears.

I called the 800 number which is the delivery call center and they are in the Philippines! I couldn't even understand the lady! She assured me the delivery guy would call within 24 hours since he wouldn't answer her call either. Guess what, no call! Here it is two weeks later and I still have no cooktop. My husband called the 800 # yesterday and spoke to a supervisor who assured him the delivery department would call us within 24 hours and still no call so he called the 800 # again to request a refund and they said... Someone will call him back in 24 hours. I'm not sure who we need to call to get a refund since we have not received the merchandise we paid for. I will never use Sears again ever!

I then handed him the paperwork for the toaster oven return. He looked over everything a couple of times and asked why I was returning it. I told him it was smaller than I expected. Then he asked if I had opened it. I told him I had. (Hey, that's how I knew it was so small.) Then he walks away for a while consulting with someone else, comes back and says he has to call the manager. After his call he asks me again if I opened the box. I told him that was the third time I had been asked. He asked if used the toaster oven. I told him I hadn't. He then asks if all the paperwork was still inside the box. I told him it was and that he could go and check if he didn't believe me, that maybe I'd packed a brick inside the box. I'm sure he did not want to walk to the other side of the store. Finally, after 30 minutes at the store with frozen groceries melting in a hot car I got the return receipt.

When I told the salesman that Sears' method of doing returns was not likely to attract customers, he showed me a printed list of instructions and said it was the manager that wanted him to ask if I had opened it. I asked him why he didn't just tell her that he had already asked me. Then I asked for the manager's name. He wouldn't tell me, but when I persisted, he called her up. Her names is Donna. I vented and she blamed the nice young man who responded to the machine that is their Customer Service. "He should have made a note." I doubt that the grumpy man in appliances would have believed it. He seemed to want to find a reason to be able to tell me no. Sears, Sears, Sears, you need to do better than this! The first thing I am going to do is cancel the dishwasher that has not yet been delivered. I can't imagine how difficult it would be if I had to return a $600 item, after so much trouble for $12 and points.

After numerous visits they agreed to take the mattress back WITH NO RESTOCKING CHARGE, but when I check my credit card statement they deducted 15% from the correct refund amount. Here I am with a "no questions asked 60-day evaluation period" sale with a total of $600.00 in restocking fees and I have no recourse. Sears will not stay in business for much longer with a hostile attitude and total refusal to listen to my REASONABLE REQUEST. I have owned several businesses over my 40+ year career and have NEVER been treated with such disrespect and incompetence. Why??? FYI customer service, my original sales agreement number was ** - for what it's worth as I can't imagine you would ever follow up on this LEGITIMATE AND ACCURATELY-DESCRIBED issue.

I told him it is not logical to put parts costing that much $725 into an A/C, which cost a mere $449 for a new unit, altogether and I would have a very hot apartment till it was back in order. I'm a senior and feel the heat very much, I told the same to the folks that were in charge of the warranty. They were not flexible on this issue at all. So that is how Sears handles their costly extended warranty purchasers. My last Sears 15,000 BTU lasted 13 years, I wish I still had it. I guess it's time to turn the fan(s) up full blast and parade around in my shorts, power to the people!

UPDATED ON 07/13/2016: I am sorry to trouble you again, but in the course of giving you the facts about how Sears handles a defective air conditioner that they apparently sold to me, I failed to mention the shabby treatment by a management person that I talked to explaining my problem. I failed to get the lady's name in the extended warranty department of Sears. She told me that the A/C repair parts four of them, were to be delivered to my apartment by United Parcel. 725 dollars in parts, some very heavy like the compressor, then I was told to call and make an appointment for a technician to come and install them. I am looking at approximately a week and and a half without air conditioning, stepping over Sears parts.

I am going to be 70 years old next month, a U.S.Navy Vietnam era vet, and retired from working 30 years with a utility Con Edison, so when I mention about a heat wave that we are in with no air conditioning the management lady on the phone snickered and told me she would give me a discount on some Sears electric fans. She added that if I wanted to purchase a new 15,100 BTU unit she would give me 50% off my purchase. Another Management person sent to me an email to me stating that since it is only the first repair on my unit I am not entitled to a replacement air conditioner, 725 dollars worth of replacement parts for an A/C that I paid 449.00$ for when new three years ago.

I had faith in Sears to do the right thing if it went bad, with the same unit being replaced, that is why I paid $136.00 for the extended 5 yr. warranty. I feel this is very strange of an old American company to take this illogical stand, I just want a replacement, same size because this one clearly is a lemon and I have no idea after it is fixed, what will go bad next. Incidentally I spoke to that very rude management lady around 4 pm on July 11/16.

Consumer Affairs ask for an order number, photos and receipt, I presume in an effort to try and help resolve your problem and to verify that you have a legitimate complaint. I am not providing any of this as I have resolved my problem and I am spending quite a bit of time on how I am wording this so as to get it published here to help others. This is how I did so.

First, a little warning, do not try to order online at Sears or Kmart for anything that has to do with home delivery and use of Shop Your Way Rewards points and use of PayPal at checkout, which was an option at checkout. Secondly, I do want to make note of the fact I haven't had a problem with them when buying online, with no use of rewards points or PayPal, just using my regular bankcard (charge-debit) and then just going to the store to pick it up. There is a provision to this though as they already had it in stock at my preferred or local store. (Quite a few retailers offer this and it can also make your shopping experience faster and easier.)

I never did receive a confirmation email that the order I made with Sears went through. At the end of the day I contacted them, through a chat line, to inquire about this. The representative did send me an email saying that I had made the purchase but in no way shape or form was it akin to an actual confirmation that you would expect to get when you have made a purchase online but it appeased me for the time being. It was showing up in my account however, at Sears website, so I kept any eye on it. Around 3 days passed and it showed it was scheduled for delivery in another 4 days. It never came and this where my contacts with Sears earnestly began.

After a period of over 2 weeks and several online chats it became apparent to me that they are not capable of using PayPal and do not want you using the rewards points to obtain a discount. Each of the chats ended with me being told to wait anywhere from 24 hours up to 5 business days and I would see a change online in the status of my order. In the meantime the actual order I made showing the rewards points used for a discount and free shipping I was entitled to (my purchase was well over the $35.00 limit imposed) no longer was showing but was instead showing the full retail only.

After several more days had passed including several online chats and tired of the frustration I finally cancelled my order. They did send an immediate confirmation of that, not surprisingly. The next email that was in my inbox was an email from Sears thanking me for my order and saying they would be sure to notify me when it ships. How screwed up can they get? Well, I will tell you. Some of that same order, there were three items in the original order, still shows up online as being ordered and no way of cancelling it and is now being shown as a separate order and with a different order number. Desperation or ignorance? My opinion, it is both.

Their customer service representatives don't seem to understand how any of it works so they can't really offer any help or it is that their hands are tied. Nevertheless, PayPal no longer has a pending authorization showing in my account summary page with them, so it appears they have withdrawn authorization after receiving notice from Sears that the order was cancelled. Hooray for PayPal and it seems that maybe Sears got that right (fingers crossed). Three generations of my family have been loyal to Sears. That started with my parents, for reasons unknown to me but continued with myself and each of my siblings and then with our children. Never again for me as I will not tolerate or put up with that kind of thing. I have been shopping online since 1999 and never have I experienced anything like this anywhere.

There are too many other top notch retailers that want your business, offering better products and better prices and far better service. I found what I was looking for at another retailer, far better price, and it was shipped and I received it in just 3 days following the order. If you have any problem at all during the first 30 days, even if you have put it to hard use, they ask you to return it and they will give you a brand new one or refund your money, whichever you chose.

It is immediate, no waiting, no sending it out for repair, no leaving it for repair or any other nonsense. That is how they have always done business and I have first hand experience of this. You know what? They are right and their business is growing. If you have trouble with anything you buy within the first 30 days of ownership, anything, no excuses except maybe a new home, you should be given a new one or your money back. Believe it or not there are a couple of auto companies that do this and that is how it should be. If it won't last thirty days it is not worth having.

Sears could learn a lesson from that. They haven't though as they continue to slip and downsize in an effort to stay afloat, which isn't the answer. Kmart used to treat their customers fairly good and was profitable and that is why Sears acquired them and to overtake the position of again being the world's largest retailer again as Walmart was really giving them and Kmart a run for their money. Now it seems Sears is closing Kmart stores left and right. Wonder why? No wondering on my part. Sears continues to lose money and customers because they don't treat them right and they haven't had the foresight of keeping up with the times. There are a couple of old sayings, which are the answer each and every time, no matter what and again no excuses, "The Customer Is Always Right"! Put "Customers First" in each and every way and you will always have customers! Sears got too big for its britches and now it shows. Pun intended.

When I called to cancel my purchase after searching for a good 5 minutes for a number, I was offered rewards points not to cancel like some bribe! When I stated that I didn't call for points, I called to cancel, they finally put it in. After this they told me it was cancelled and that it would be 7-10 business days and that they do not send receipts about cancellations, despite the fact that they sent one for the bill!

When I checked my credit card on 7/6 I saw the charge was still listed. I called up my credit card and was told that it was day 9 but they would have no problem setting up a dispute for the charge for me and they gave me a direct line to that department. I decided to call up Sears again and they had 1 more day. So I called and spoke with another individual at Sears and was told that it was only day 9 and that they still had one more day to get the refund in.

I then called today, DAY 11 and it is still not in. After being put through to someone in charge of reviews I was told it would be another 24-48 business hours! I told that that if it was not done by Monday (this being Friday) that they would just deal with the dispute department at Chase. I also said that it is ridiculous, that it is a Friday and that 24-48 hours were business days. I am still being inconvenienced to the tune of $500 on my credit card because they have no clue what they are doing.

I then wrote customer feedback to this effect stating I wanted a call back from a higher up in the body of the complaint as there was no place to list that you wanted to contacted back (as is customary with other companies such as Macy's). In addition, when I once again logged into Sears.com it just showed a cancellation on day 11 and the purchase price shown was $50 less than what I was charged when purchased 11 days ago!

7/11 I just got off the phone with my credit card and put in a dispute for the charge. Let them deal with Chase. Although I have purchased a dishwasher, microwave, stove, washer, and dryer in the past 5 years while redoing my kitchen from Sears you wouldn't know it was the same company. I would not recommend Sears.com to my worst enemy.

Newsflash: We KNOW SEARS sub-contracts their work - just admit that this is part of the pricing! Well, after booting SEARS' "expert" from our home, we received a quality, HIGH-EFFICIENCY system with a limited lifetime warranty (same warranty as SEARS' lesser-quality product) with a 6-year parts warranty AND a two-year service warranty. The company we went with charged us a full $4,000 less than SEARS quoted us, and this company has a PHENOMENAL reputation in our area. The products, services, and HONESTY from our local small business is FAR superior to SEARS. Additionally, the gentleman from SEARS looked SURPRISED when he saw me, a woman, who actually understood aspects of heating systems! He had the nerve to say, "Oh, you know about these things?" Um, it's 2016! I am an educated woman! Avoid SEARS at all costs. Highly disappointing!

First, I never received a gift card in that amount. Second, that amount doesn't cover the cost of this refrigerator. Third, who is checking this so called gift card balance? I replied and unfortunately, it was a no reply email! Why would customer service have a final say? No reply?! I found another email online, and the person asks for my order number to track what's happened. Never heard back from her! If I had known about their poor service, and plain stealing thievery, I would not have dealt with them!