Sears Reviews

So today is March 3rd and still have no idea where the dryer is nor has anyone returned my phone call with answers... It's the same old line each time I call... VERY FRUSTRATING!!! I'M AFRAID IF I CANCEL I WILL HAVE DIFFICULTY GETTING MY MONEY BACK!!! I will never buy from Sears again and I will be sure to share my story with all.

Treadmill was reordered with a new delivery date of Feb 7, 2017. Treadmill was delivered Feb 7 and assembly schedule for Feb 11. During delivery the crew was rude, dropped my item from the truck and slid it down my stairs - covered in snow and salt. It was discovered Feb 11 while the assembly crew was at my house that the treadmill box had missing pieces and could not be assembled.

Finally after hours and hours of speaking with different managers and customer service representatives, a new treadmill was ordered Feb 14 with delivery scheduled for Feb 18. Feb 18 rolls around, I wake up early to accept my delivery. Sears delivers to the wrong address 2 hours away. Finally Feb 21, I get a hold of someone to reschedule delivery because of ANOTHER error on their behalf. Delivery is scheduled for March 3 and assembly March 4. Today is March 3. I receive the two hour delivery call last night. I receive my one hour window call this morning, leave work only to receive a phone call from Sears delivery service stating they are missing my order and cannot find it, therefore no delivery. I then have to cancel assembly as I have no clue when this treadmill will actually arrive.

I am almost 2 months in and still no treadmill, have missed 4 partial days from work to accept this equipment, spend numerous hours on the phone and hold with Sears. I am very unhappy, livid about the lack of rectification Sears is taking and honestly think this company is a joke. I doubt there is anything they can do to make this situation slightly get better.

I am now on the hunt for another model and company to order from. Any suggestions? Anyone who I can actually place an order with and receive my item fully functional without missing work and spending hours on the phone with representatives that do not know what they are talking about? A simple "sorry ma'am" is just not cutting it! I wonder if Sears Corporate will take this complaint seriously, no one else has from this company. Simply embarrassing and unprofessional. My one star rating was forced. It would not let me proceed with a zero rating.

I accepted so now my credit card has the same large charge twice (well one is $80 less) and I am home taking off from work and the delivery guy only has the dryer. I called customer service and they say the fridge and washer are back ordered and will be another 2 weeks! I cancelled the whole order. 1 week, 2 days off from work and double charged on my credit card with 7-10 days for credit to come back from Sears for the cancelled orders and nothing to show for it. No one at the overseas customer care Department could help. They know nothing. Local delivery people are outsourced and just don't care. Don't answer when you call back and are laughing and giggling when they speak with you about possible alternate times. #NEVERSEARS!

I asked for a refund, which is a condition of the contract, and he told me it was past the 30 return policy. He went to the holding area and was on his cell phone - he said he checked and can have it delivered for a delivery fee. Then two weeks later, a delivery service, calling on behalf of Sears, tried to deliver a used washing machine, not once but twice and without any consultation of delivery time and date. Oddly, the status of my layaway kept changing throughout the visit to the store and the delivery. File complaints with the BBB and your state consumer complaint dept. DO NOT accept a Sears gift card for you misery. You paid with cash and you should be refunded cash with interest. There were senior aged and broken-English speaking patrons in the store during my visit, are they being taken advantage of also?

This appointment is nearly two weeks from the date of the first repair appointment. No one at Sears cares the washer isn't fixed, or that I'll be out of a washer for three weeks (if it happens to get fixed the second time around), or that I'll have lost two days of work waiting on techs to actually show up and attempt to fix something. So far, the repair bill is at $260. By the time the techs come back, it will be very close to the replacement cost of the washer. Apparently that doesn't matter to Sears either. I will never use this service again nor would I ever recommend it under any circumstances. Very poor customer service.

My bank then sends me text messages and email stating my accounts have been locked and my credit cards and debit cards have been deactivated from fraudulent activity. I rush to check my accounts online and notice not only had my first order not been cancelled but there is four more identical charges on my account. My 664.00 dollar washing machine is showing up on my bank charges 4 times totaling over 2600.00 dollars. So this should be interesting. I called back the customer service number and asked to speak with someone who could help me and of course all I got in return for my troubles was a generic response from someone I could barely understand.

I understand they may have thought I was trying to pull something as their system is only showing one cancellation and one return, but I took a screen shot of the charges, as shown on my account, and offered to send them to her as proof along with the texts messages and emails from the bank. Guess what I was told "Sears doesn't have email address to send them to". Imagine that 2017 and Sears doesn't have email to send correspondence to. I asked the nice young customer service rep for over 15 minutes if there was someone else I could speak with in regards to this problem and she just kept telling me my order status. I then asked if she had a manager I could speak with to resolve this situation. She said yes and then hung up on me.

Now here's the better news, I have a charity hockey game to attend with my son today. No credit card, no debit card and my bank account frozen, not to mention it's Sunday. Thank you Sears for your great customer service and attention to detail, oh and screwing my son out of what should have been a day of great memories for him. Well done!!! It sad that a company that used to be the pinnacle of department stores in our area do tragically diminished to this type of service. Please be very careful when completing online business with Sears Holdings and their affiliates.

Over the course of the next month, I contacted Sears Customer Service several times and talked to different agents to have my credit applied. Eventually one agent promised that I would be receiving credit and told me to expect an e-mail confirmation. When I never heard back, I called again and was told by another agent they could not help me. Now if the Sears Home Service repair person was mistaken or not authorized to promise that my service credit would be applied to a new purchase, then Sears Home Service still had an obligation in accordance with their 90 Day Service Guarantee to have repaired my old washer – this was NOT done – even after a year of my contacting them.

I also sought the help of MasterCard and they were not successful either because Sears told us over a 3-way call that according to "their" records, I refused a service call to fix the old washer (untrue). While that was a slippery way on Sears part to weasel out of breach of contract, it didn't change the fact that they were still not willing to come by and repair my old washer. [But Sears, if you want to make this right – just contact me – Service Order # **]

While I'm on the phone with my bank I'm listening to him lie, so I had my bank rep tell him he's the reason they put a block on my account to stop running my card that his card reader is down, or his laptop computer not fully charged. His boss told him to take a check. He took a check and left. 5 hours later I get home to shower, start laundry no hot water! I called Sears back, I was told at the earliest is 8 days later, I was furious... I then called my neighbor and he replaced a thermocouple, that's it, done I had hot water. This all took place in January 2017 mind you.

Next issue: Two weeks ago. Heat & Air won't blow but units are working. Called the Sears home warranty department again where the lady was rude. I asked why in the world they contract out to someone not affiliated with Sears directly? She said "we just don't service a furnace, we contract that out, so you need to call this service contractor and set it up". “What?” I said, “this is why I went with Sears so I had a trusted individual employed straight through Sears”. She gave me 2 technicians to call, not one return call back until 3 days later on a Saturday afternoon. A guy says, "I can come now". I said “I'm 2 hours away, no way I can do that”. He says "well I'll get back with you when I look at my schedule". Are you kidding me!

Called Sears back and I explained to her every issue I've had, the total disappointed with the service and the fact that I pay monthly for a service I cannot even get! I'm having to call other companies while you're still deducting my bank account monthly, and nothing is fixed in my home that I've called you about! Here it is Feb. 26, 2017 no heat no AC. Going to have to call another company. If anyone out there knows how to get out of this Sears contract or hold them accountable please say... Or email at **. Thank you.

If you call them and say you had to turn the gas off to your house because repairmen caused more problems and you're afraid it will blow up, and expect them to care that you have no gas in your home in February... then join. If you want to be told there is no supervisor EVER in the office if you have a problem... join. If you want to be treated badly, not get your issues resolved, spend hours on hold, get aggravated and have to go hire your own serviceman to safely fix your appliance... then go ahead... JOIN.

Here is my point of view on the matter in a nutshell. The point behind a store even having a website is to generate more business over a greater distance, and to reach a wider customer base through the convenience of shopping from home. Amazon, as an applicable example, does this beautifully, every minute of every day across the U.S. and around the world. So, why hasn't Sears gotten that clue-bird even on a domestic level? It seems to me to be nothing short of laziness, or the refusal to update an antiquated system.

In all seriousness, Amazon is one among many of your (Sears.com) competitors, and they aren't telling their customers that they can't have an item if it isn't in a nearby sorting facility for pickup, or that they can't send it to their customer because it's nowhere on planet Earth for which to send out. No, they have these wonderful things called "a streamlined and efficient fulfillment process" and... dun, dun, duuun... "warehouses," and it is within these warehouses that the magic of Amazon takes place. Businesses like Sears have to understand that Amazon is competitive in their pricing, availability of a vast selection of products, and even offers 2-day shipping... for free.

Now, I'm a Sears "Shop Your Way" member, and the only perk I get is a ton of emails telling me that I got a secret amount of points added to my account, but that they'll disappear in 15 minutes, so I'd better use them. There is no real perk to being a Shop Your Way customer. I can't even shop my way on Sears.com. It's impossible, because almost everything I wanted to purchase either didn't exist in their network, or was in a complete other state for pickup. This is not how you become competitive. This is exactly how to become antiquated and obsolete.

So, why does Sears have a website at all? Surely they could keep at least 12 of the now defunct Kmart stores they recently closed if they just... oh, I don't know... shut the stupid website down!! It's useless in my opinion! If I have to physically go to a store to pick something up that I want to buy from the website, or worse, drive to a whole other city -- which is an option they offer btw (rrrright, because I love the idea of flying out to California for a stupid blouse, or driving to Michigan for a dog bed... that makes ALL kind of sense... on MARS) -- then I would have gone to the store to begin with, and bypassed the annoyance factor that comes with attempting to shop online at Sears.com. Seriously.

So, I guess if I really want that blouse, then it's California or bust... which is annoying, because Sears can't get it into its thick skull that you just need to thrown the thing into a box, in the California store where it's located, and send it to Wisconsin. It isn't rocket science, it's good customer service, it's building trust with your online client base, and it's a way to prove that your website is more than an empty husk of lovely merch photos with no substance behind them.

Sears may consider updating their computer systems, mitigating and streamlining their order fulfillment practices, and feature only what is available for purchase on the website, not just in local stores. If the purpose of the website is simply to notify customers of what is available at their local store, then remove the Cart feature... It's unnecessary. We can drive to the store, we don't need the redundancy of a website that is merely an automated customer service system telling us what is and isn't available on a local basis.

Sears must consider doing SOMETHING... or Amazon will ghost Sears. Montgomery Ward, Circuit City, Leewards, Woolworths... You see where I'm going with this? Progress killed them. If Sears.com lacks the ability to provide merchandise, based upon the merchandise you are offering on your website, then someone seriously needs to go into your website and snake the sewer... of pointless, nonexistent offerings. Thank you, but I will never "shop" your website... again, I'll just be a good little automaton and drive the 30 miles to shop in the physical store in the next city over. P.S.: I don't have an order number... because the merch I want is in ten different states, and because I'm not that eager for a road trip right now, I can't buy it. That's life.

I called my home store to ask them what was going on and they said the driver had requested a smaller truck and would not be there that day. I informed them that there was street parking in front of my complex and to have the driver call me as I had previously requested. My home store did not offer to reschedule my delivery, but instead told me to call the home delivery office to reschedule.

I called them and was told that my delivery would be rescheduled for 2/18 and that they would mark it as a priority since I had been inconvenienced. That delivery was scheduled from 8-10 am. I had reiterated that I needed the driver to contact me prior to arrival so I could put my pets up. I waited for them to contact me until 10, when I decided the only option was to contact them. I called my home store, but was put on hold for 30 minutes, so I tried calling the home delivery line again. They informed me that the driver would be there at 10:30, which was not accurate since I was on the phone with them at that time. I then decided to try my home store again and after finally getting ahold of someone was told that the driver had again driven by my apartment complex and concluded that there was no place to park.

I again told them that there was plenty of street parking available and asked why the driver had not contacted me. She did not have an answer and stated that he would be calling me within 2 hours. I explained to her that I had to work and did not have 2 hours to wait for them to call me. She offered zero solutions and hung up on me. Had I read any of these reviews before purchasing my appliances, I would have spent extra money elsewhere. Sears has the worst customer service I have ever dealt with and I would not recommend them to anyone. They certainly don't care if they put you out and waste your time. I am considering getting a refund and going somewhere that puts their customers first. Don't waste your time or your money buying anything from this wretched place.

I called the delivery department and they said it would actually be delivered in TWO MORE DAYS because the truck for the next day was full. They refused to return the money I paid for expedited delivery. But In an attempt to calm me down, I was told that the refrigerator would be delivered at a GUARANTEED TIME. The tenant was taking more time off from work, so this was at least a little bit helpful. Well it was also a lie. That guaranteed time came and went. The tenant called to ask about the delivery and were again given a window of time. Which was several hours past the GUARANTEED delivery time I was told.

When calling Sears, you get an agent who refuses to transfer the call to a manager. They are rude and are obviously located in a call center in another country. I WILL NEVER PURCHASE ANYTHING FROM SEARS AGAIN AND WILL SPREAD THE WORD TO EVERYONE POSSIBLE. This company is running itself into the ground by having horrific customer service.

I will never purchase another thing from Sears. I have all Sears appliances and they have all broken several times and the cost for a service call and repair is always no less than $250. Sears does not care that I have been a loyal customer and have purchased over $10,000 worth of appliances from them most of which are Kenmore brand. This is the most awful customer service I have ever experienced. DO NOT BUY SEARS PRODUCTS OR THEIR SERVICE AGREEMENTS. THEY ARE A RACKET.

15 minutes later he called again saying he was an hour and a half away and was not going to make it here. In fact, he then said he would not be able to get here for another week. My wife called the 1-800 number to get someone out here and they pushed back saying they were overbooked and could not get someone here. She had to get to a supervisor to step in and re-check with scheduling to try to get someone out here the next day. That window is not 10 to 2 tomorrow. THEY HAD BETTER SHOW!!! This company is the worst company to deal with... I have no idea how they stay in business. And the customer service people do not care at all!

I called to cancel the policy (after reading the fine print on the other exclusions and realized it would be very unlikely that they would ever pay for a typical repair) and was told that I was under a year long contract and would have to pay the remaining months installments to cancel. What a racket! I will never buy a Sears appliance again! They have lost a customer for life!

When I repeatedly asked Sears to stand behind their "marketplace promise" and refund the $43, they said I had to deal with Unbeatable Sale myself - they won't stand behind their online promise. Since Unbeatable Sale won't refund the $43, and Sears acts like they don't have anything to do with their marketplace guarantee, I am out $43 THEIR sloppy packaging that caused the table to break in the first place. What a ripoff!!!

I explained how ever could I know to what magical date to which Sears would graciously allow me to use my own money within their store. Further, when I complained today, I was told about how stringent Sears is on their 30 day return policy yet they admitted granting exception to their own policy, but flatly refused to grant me any exception. Beware of Sears, they do not value their customers, rather they discourage you from spending money in their stores.

We got a free delivery scheduled and was explained how and when. This is where things tanked. I got a email, no phone call prior and a delivery window. Of course we like most had to adjust and get off early from our jobs for the delivery. That evening we finally got a call a hour and a half after the latest hour given. The delivery guy was running late and dropped off our new dishwasher and left and headed to his next delivery. It was after 7:00 pm. Scheduled window was 4:00-6:00. On inspection of the dishwasher it was the wrong one! OK now this happens sometime. But maybe someone should have checked the order to the box? Crazy thought. I then spent over a hour on the phone with 4 different people in a phone tree that I couldn't understand.

Finally a "supervisor" speaking poor English got a new order and a delivery date a week later. I asked what I was to do with the dishwasher that was delivered and was taking up a huge area in our kitchen. No logical response and a very scripted apology. Due to a language barrier I was told that someone would be calling me back that night. It was now 8:45 in the PM. No call and no followup for 24 hours. On the end of my work day I re-called Sears customer service and started the long process to find a call taker that I could understand and would hear our complaint. I was offered 20,000 points! Really. We pay cash. Finally we were given $19.00 credit for our troubles. Now we are waiting a total of two weeks since our purchase and have a dishwasher as a table in our kitchen. Very very dissatisfied with Sears customer service and the lack of. Oh they did want me to purchase a upgraded warranty coverage. Yeah right.

That evening we used the dryer and discovered the vent hose had popped off, filling our laundry room with steam. The next morning I contacted Sears to have someone come out and fix the problem. The first customer service representative told me the technician should not have touched the vent hose, and that only installation technicians can do this. Well, the technician should know what he can do, it's not up the customer to analyze his job description. The point is, I have a receipt that shows he repaired the vent hose when in fact, he didn't. I contacted their consumer support department, and the representative apologized and said that customer service was wrong. He assured me he would have someone come out first thing Monday morning.

On Monday, the technician contacted me before coming out to our house. He asked what the problem was, and I proceeded to explain. He became extremely irate and told me he didn't appreciate me blaming one of their technicians for the problem. Excuse me, when a service technician comes out to repair a problem and doesn't do the job properly, who am I supposed to blame? He told me he was going to come out, because it wasn't covered under warranty, and hung up on me. I immediately contacted customer service, and they told me the technician noted the job was completed when in fact he hadn't even come out. I wrote an email to Headquarters and they didn't as much as try to resolve the problem. Sears is useless, no wonder they're going out of business. I'm taking my business to Lowe's for appliances.

No wonder this company is in financial trouble. They've never embraced 21st Century customer service. I just needed to replace a broken part on my refrigerator which the woman at Sears' parts department couldn't identify. Anywhere else, I could have taken a picture of the broken part and sent it as an attachment either to an email or a text and never needed a service call. THEY'RE PATHETIC. THEY STILL HAVEN'T CALLED TO RESCHEDULE. In case you're wondering, Best Buy offers 2-hour windows for service calls!

Now it's been 1 month that the stroller left my house and I have not got my money back. The amount is not $10,00, but $653,00. My account went negative when Sears charged me back for something that was not my mistake. I am in need of this money for almost 2 months. Every time I call Sears people are very nice but I am still without my money. Even though I try to understand that it is not their fault, I feel very disrespected. I will never recommend Sears online to anyone and I will never buy anything from Sears online again.

Now I understand having policies in place being as I work in a retail/wholesale environment, however, if a client of ours is standing in my place of business with a sealed item in new condition and they want to spend more money with our company in no way shape or form would we deny them customer service. Especially when they were able to see my purchase based on my phone number so they know I bought them there. Just to sum it up I am losing out a total of about 52 dollars or so plus tax, but due to horrible customer service Sears is losing out of mine and my entire families business forever. Over a simple exchange of one of the smallest purchases I have made there. Now tools, TV's, appliances, and anything else we have bought will now go elsewhere that appreciates their customers.

I asked the other to send the manager, and after about 5 min of waiting, the manager (MANNY) finally showed up and treated me like I was an inconvenience. SOOO RUDE and not interested in saving me as customer. In fact, He was personally successful in permanently losing me as one! He literally said to me "I don't know what you want me to do." What management training programming did he learn THAT from?! We had all intentions of buying a $200 microwave and these 3 people, managed to do such a horrible job, that, not only will I no longer be a SEARS customer, but I felt compelled to write this.

I certainly hope CORPORATE monitors this site and chooses to take appropriate action against the people who care SO little about their jobs that they take no pride or even COMMON Decency in how they treat other people... Customers none the less!!! SEARS used to be iconic but with people like this, I can only hope that AMAZON kills them eventually. I will also be posting this on all social media as a warning to save my community from having to go through this and eventually walk out to go somewhere else. SHAME on you SEARS.

Later, however, the washer sounds were much louder and the agitation that followed shook the machine violently. Soon afterwards, right around the holidays, the sound and the shaking were to the extent it felt as though an airplane was landing in my house. I began the calling process to the number I was provided for Sears Warranty. They sent a tech to the house who then diagnosed the machine was not adequately put back together originally and over the course of the weeks and months had damaged additional parts. "It could be fixed", he said, "but the payment had to be approved." Following weeks of calls to warranty, then to claims and something called "Paid Call", then back to warranty and claims again, I'm still not getting any help.

During the course of these calls, I have learned the original replacement of parts cost Sears somewhere in the neighborhood of $1200.00! I couldn't believe my ears - the original machine was only $500.00. Why would Sears do that? Why would anyone with any sense pay over double what the machine was worth to repair it? Still searching for answers and still getting the run around, my washer is getting worse and worse. To the point where I am concerned what else in my home that might be getting jarred loose in the process. I am going to have to notify my homeowner insurance holder, State Farm, very soon for an analysis if something isn't done. Where else can I turn?

To add insult to injury, they keep sending e-mails wanting to know about the experience. I always respond in the negative, but nothing is done about it. I am absolutely sick. I pay a premium every month to maintain this warranty on my Kenmore appliances, pay $60.00 out of pocket whenever they send a tech to diagnose a problem. Then refuse to authorize the repair. Thanks for listening. I hope something can be done soon. I am not in a position where I can afford a new machine.

At night when I get home, I opened the machine and checked it and found that the motor sensor was the one that was really bad and I bought it and it cost me ridiculous $13.00 dollars and I replaced it myself and the machine works perfectly and does not need All that that bad employee that you have, ridicules them and shows that SEARS HOME SERVICES does not offer a service to their height.

With this letter I am requesting that I return the $79.00 paid to you since for the above I consider that a fraud was committed with that bad service, and I also suggest you to place qualified personnel to avoid such complaints, because other clients may trust That kind of anti-technicians and end up discarding their devices when they really should discard is the service of SEARS HOME SERVICES. Waiting for the return of my money.

We turned on the oven and tried to stay warm. We waited 2 1/2 hours, no one showed. I called the repairman which the Sears rep had given me the number for and asked him how much longer he would be. He said to me that although Sears had called and requested service from him, they were supposed to call him back with my address and phone number, and they never did so. He called them back and the rep he spoke with said she couldn't find any request for someone in my town at all, and since it was past the two hour time, he drove home and was now more than two hours away from me and couldn't come back to do the repair!! This is now after 11 PM.

I called back Sears, gave them the claim number I was given by the first rep, and was told there was no such claim number, oh wait it gets better... She said that number I was given was used months ago for a client in Maryland (I'm in New Jersey), clearly the rep just gave me some random number which by the way I repeated back to him when he gave it to me to make sure I had written it down correctly. So the new rep Tara said she looked me up by my account phone number and told me she had no record that I had ever called and that no service request had been put in for my account at all. By this point I'm so disgusted but she was nice and trying to help so I agreed to wait for yet another repairman to call me, she said no more than a half hour, because she put it in as emergency. You guessed it, again, no show, no call. So I try Sears back and now everyone is gone for the night, so much for 24/7 service.

So I take my two frozen children and go to a hotel for the night. At eight in the morning I get a call from the serviceman saying he'll be to me by 9:30 am, well gee, so glad we didn't wait for him. We would have frozen to death! He comes, looks at the unit, and says he thinks it's the thermostat, that it's covered by my warranty... good news... but I tell him the thermostat is new. I just got a new one from Home Depot a few months ago because my whole house was painted and I wanted a newer one for looks not because there was anything wrong with it. I also had no idea it was covered by warranty but thought it was strange it had a problem already. He says, "Well it's thermostat," and he was just going to call Sears to get approval to replace it. I said ok and went upstairs.

A few minutes later my phone rings. It's Sears rep. Says he just talked to my repair guy and sadly the problem is not covered by the warranty. I said, "Wait. He just told me thermostats are covered." "He says no. Your problem is from the unit being dirty. That is a maintenance issue and not covered." I said, "That's not what the repairman just told me was the problem, hold on," and I walk downstairs with the phone in hand. I said to the repairman, "You just told me it was the thermostat. Now Sears is saying it's a dirty unit?" The repairman says, "Yeah it's really dusty. If you don't believe me get down here and look how dusty it is, that is something that is a maintenance issue." I asked, "Why did you just tell me it was the thermostat?" He said he thought that was it until he saw all the dust on the unit. But cleaning it is not covered, so not only will I have to pay the $100 service call, but also a $250 cleaning fee. What a scam.

Sears covers nothing and if the repairman happens to find something wrong that's not covered, it's great for them because they can charge the customer even more! Don't shop with Sears and what a shame for them because I used to love them when they were a good American company. STAY CLEAR or you'll lose your shirt like I did. I'm adding claim number requested below but note this is a claim number for someone in MD. Hopefully their issue was taken care of without the raping I received.

Feb 1st, there's 2 boxes that arrived. I called to let them know if any more parts coming or is that all so maybe we can schedule an earlier repair date. The customer service could not confirm so I agreed to just wait for the schedule service date. Feb 8 is here, no additional package came so I just waited for a tech. It's already 10 AM and nobody calls to confirm. So I called customer service. They said the appointment time they have was for Feb 10 and also just now telling me about that one parts it WON'T arrived until March 10. I'm like why am I just finding this now? You change my schedule repair date without coordinating this with my schedule. Then now they're telling me I have to wait for 1 month.

So with my frustration I asked for a manager and talked to Gina. She told me to talked to their protection team to give me instructions and more info about rental reimbursement or laundry care reimbursement. Spoke to another guy from Sears protection team. Put me on hold for several times. After being on the phone for almost an hour, the guy said that everything is scheduled for Feb 10 @ 8 am. So to my surprised but I still verified that I will no longer need to go the process of renting a washer on a center because a technician will still be coming on Friday, Feb 10 at 8 AM and that it resolves everything. The next day my husband received an email that the appointment is now moved to March 15. So I called back to verify where all this confusion coming from. Protection Team Derek and Kaya telling me they didn't find any schedule appointment for me at all until March 15 and just hanged up on me. This is just UNACCEPTABLE.

Sears tech comes and determines that the door needs to be ordered. The part comes in and an appointment is scheduled for the following week and once again a no show with no phone call. Totally unacceptable. The next appointment is not for two weeks out and now someone needs to miss work to get this fixed. Incredibly frustrating and unacceptable. I should have went to Home Depot like I was planning to. I've been with a non working brand new stove for the past 6 weeks. Totally unacceptable.

The pre-delivery instructions do not state that there has to be a special valve behind the refrigerator and the delivery people did not spend any time really checking to see if there was one back there. I think it is actually behind the metal plate that is on the refrigerator. They refused to do anything further. I told them to take the refrigerator and I will be canceling my order and order from another company that will install it. Lowe's will install it without this "valve". They will get my business. Sears... no more business from me. 20 years of loyalty and poor customer service doesn't work. They should have prepared the customer for what they require before just thinking they can dump a refrigerator off and leave. All of my Kenmore appliances will be replaced with another store!

Upon conclusion of his visit, he had tested a no charge in the system then visually came to the conclusion that there was a leak in the evaporator coils & recommended a new R410 system due to the age of my system & the phasing out of R22. The technician ask if I would be interested in considering Sears for my new AC install. I said yes because I had used Sears Home Services AC some 10 years ago to replace just the evaporator coil in my other zoned R22 AC unit & was happy with their pricing & work.

He then scheduled a Sears Home Services Sales Rep to come out to my home later that same day. He indicated that his payment was due, I handed him my CC, and upon presenting me the bill I was quite surprised when there was a line item charge of $161.00 for Leak Detection Locate in addition to the agreed upon $69.00 service/diagnostic charge. I questioned the bill immediately for no proper leak detection test was performed nor an estimate given of any additional charge. He responded that it would not be a problem, if I were to choose Sears to install my new AC system, the total amount would be deducted from my AC install cost. If I did not, the $161.00 portion would be credited back.

I later learned that I made the mistake of saying OK. The Sears Sales Rep did arrive later that same day, but my wife & I ultimately decided not to go with Sears because the estimate given for a new AC system was on the high side for the product, it was unclear whether or not the earlier service visit charge actually had been deducted & rep indicated that estimate given was good for that day only! The following Monday, on 10/24/16, I opened a dispute for the deceptive Leak Locate Charge with Sears Customer Solutions. On 10/26/16 I received a call from Sears offering a max credit of $65.00 to which I declined and explained that any partial credit did not resolve the entire deceptive Leak Locate charge. Sears offered no other resolution.

I proceeded to open another dispute with Sears on 11/21/16. Sears response was limited to them sending the area Service Manager an Email to contact me, for only he as I was told was authorized to make such a credit. On 11/22/16 I received a call from the Sears Service Mgr. and he was receptive in hearing my complaint of his Technicians deceptive practice & my credit request for the Leak Locate charge. He indicated that he needed to speak with the Technician & that he would contact me back.

It has been more than two months and I have not heard back. In the interim I had made a number of calls back to Customer Solutions and tried to contact the service manager directly but to no avail. I recently wrote a letter to Sears Executive Customer Relations in Illinois about this situation. Customer Relations did contact me in response to my letter, but were also powerless to do anything other than directing me to call back to Customer Solutions for resolution! All of the Sears Customer Service Reps I spoke with were both cordial & receptive to my problem, but had no direct power to neither fully resolve any billing issue nor pursue such issue on the customer's behalf. For their ongoing financial woes, looks like Sears is not only being mismanaged at the higher levels, but lower as well. It's a shame that such an American mainstay company as Sears is nearing its end.

My neighbor just informed me that her microwave (same model - Sears Kenmore 790 Microwave Oven) just did the same thing. She's currently waiting for parts to fix it, but she doesn't trust it. I believe that the fire 1 1/2 years ago was caused by the microwave and not by the resident. We all have the same units in our apartments. Our apartment manager says there is nothing wrong with the microwaves but they don't start by themselves normally. We have over 100 apartments in our complex. When will the next fire start?

When I contacted the company and the person who sold me the dryer, they both agreed that was not an appropriate way to install it. So Sears came back and took the dryer saying they would deliver another one as soon as possible. They still haven't delivered it. They keep "scheduling" a delivery but that doesn't mean they plan to bring you an appliance on the scheduled day. It means you should receive an automated phone call with a time window the night before. But if they don't call you then they're not coming. Which means you get to call them (good luck with that) so they can re-schedule. I suggest they look up the definition of the word "schedule" and choose a different term. Such as "We are planning to jerk you around again on Monday." As a side note, I bought the same dryer at Home Depot and they delivered it properly three days later for free. Just go there.

When I finally got a tech out to my house, I told him and showed him the issue I was having w/ the dryer. He borrowed my step ladder and opened the top of the dryer, then connected a little device to it. Then he proceeded to explain what he thought the issue was and printed an estimate for the labor and parts required to fix the issue. The estimate said the heating element needed to be replaced and it would cost me $613.11 + $79 to complete the job. I declined the estimate because I figured I could get a brand new dryer for that price (with a warranty). He told me I would still be responsible for the $79 because he did the diagnostic service.

I paid him and he left. Then I spoke to a neighbor of mine, who recommended another local appliance repair company. Called them and a tech stopped by that evening. I described the same issue to him and showed him the Sears repair estimate and he was unclear why the Sears tech had recommended replacing the heating element. He proceeded to remove the lint filter grid (inside the dryer) and remove tons of lint which had collected underneath the drum. He uncovered 2 safety pins which had been stretched open and suggested these may have gotten hung under the drum causing it not turn. When he tested the dryer, it immediately started working again and has been for days now without any further issues.

I called Sears to complain that I believe the Sears tech had given me a false estimate and to request a refund of my $79. I was told by multiple departments and reps that it was non-refundable and there was no one who could make an exception at Sears. I was even told by 1 Sears rep that she was the highest ranking person in the department and they were not willing to make an exception.

I've also been hung up on twice during this whole ordeal. No one... and I mean no one cares about good customer service anymore. Basically, Sears came out to my house and gave me a false estimate for repair and took my $79. I work hard for my money and don't like it when I am ripped off by anyone... especially a company like Sears. The only thing I got in exchange for my $79 was a lie and a ton of stress. Well, I hope Sears is happy with that $79 because they have earned my attention and time to share my terrible experience with every review website and person I know.

I even gave the Home Express rep. the name of a shipping co. that delivers to my zip code by ferry and they said, "They don't deal with them." I offered to meet them at a mainland area zip code that was within their delivery area and they gave me such a run-around, eventually referring me to a Sears Customer Service phone number: 1.800.341.2517. The plot thickens... Sears has no record of this being a delivery item, as it was not online, but through the store directly and though they could find it in their records, it was listed as "store pick-up" [hard to do when you live 3,000+ miles away]. So, here I am, between a rock [Sears] and a hard place [my growing anger with Sears] and ready to reach for the phone to my lawyer [Legal Shield] and file a lawsuit against Sears for miscommunicating their delivery system.

Bottom line: I was told directly by a "Home Express" person that delivery would not occur until they built up other items in my zip code to justify the truck ferry expense" and that "this could take a long time" - no date even mentioned. I was further told by one rude employee of theirs: "Well sir, you did choose to live on an island". Bottom, bottom line for me: if I want the item in a timely manner, I will have to rent a pick-up truck and drive [125 miles (250 RT) to the holding warehouse and get it, which I will probably do. MORAL FOR ANYONE READING: DO NOT PURCHASE THRU SEARS OUTLET. And here's another reason not to: Around the same time I bought the oven, I also purchased a Sears Kenmore Elite Gas Downdraft Cooktop from a local Sears Outlet and picked it up in person. Store was polite and I installed the item.

When I picked it up, I inspected it [ok] and took a box of parts [the downdraft stuff] and a plastic bag labeled "LP Conversion Kit". We use LP [Liquid Propane] Gas on our island and you need a different pressure in the regulator and 4 different burner "orifices". I've done this before, so I know what I'm talking about. Inspecting the bag when I got home, I noticed that the 4 orifices were not included. I called the store. They said "Sorry sir, you bought this AS IS", telling me to go to Sears Parts Direct, which I did. These 4 items, about the size of your pinkie finger and 3/8" long, cost $135.00!!! Not only that, I ordered them 12 business days ago and they have still not arrived. I've gotten items from China faster.

If you're reading this and thinking of buying thru Sears Outlet STOP/GO BACK TO START/DO NOT GO FORWARD. If you're reading this and you're a Sear's Co. representative... shame, shame on a company that my father loved and when I was a kid, we used to visit weekly. I'm not done with you yet SEARS... there is a lawsuit somewhere in all of this and when I get together with my Legal Shield counsel soon, we will figure it out.

His response was that even if I called within the warranty time there was nothing else that he could do to try to fix it. He said that since it was a documented issue that they hadn't been able to remedy while it was under warranty- actually within the first month, that it would be covered at no charge. Since that time we have been holding the washer door shut every we want to wash clothes and now it stopped working and will not lock in order to start the cycle. Sears Repair Services' response? "We're sorry you're out of warranty and you'll have to pay". No regard for what the service man told us even though it's in the record! Just a warning. If I were you I would not buy from Sears!

I paid a carpentry to come to my house that day to frame around the fridge, so when the fridge didn't come I still had to pay $300 (which was my original saving when choosing Sears). I called back and spoke to another representative they told me they didn't know where the fridge was or when I was going to receive it. After talking in circles for 20 minutes with no support, I requested to speak to a manager. Eventually I spoke to a supervisor Tracey who assured me she was going to take care of this and give me a call the next day with a resolution. It's 6:30PM and after 2 phone calls and 2 messages I still have not received a response. I just moved into a new house today with 2 kids and no fridge. How this company is not already bankrupt amazes me. BUYERS BEWARE. Pay a little bit more knowing you will get quality service from a company that cares about their clients.

I did everything I was suppose to, keeping them inform and letting them know detail everything from the time installed. Then they told me that if I got a new one it wouldn't be until March when we would get it from January. Then I'm expected to make payments on something that isn't working like clockwork. What is that!!! My advice is to please make sure you read reviews before making a decision about purchasing something from this company so you won't have to go through this experience. Be warn!!!

My biggest complaint #2: The refrigerator I purchased this item with no knowledge that in order for the item to work properly in now need to order a water line for a tune of $189.00 plus tax. The salesperson never shared this information with me at the time I was considering such an item which had he shared this information is would have choose a different option that did not require additional parts. This new information is told to over the phone and I'm also told that I can't order the part over the phone and have to go in-store to order this part. After all of that I ask the gentleman I'm speaking with to transfer my call to put in a complaint and he himself hangs up on me. I'm a very unhappy customer and this will be my last purchase with Sears. They showed me no apathy regarding my 2nd complaint and that's makes me a very unhappy customer. I will share my poor experience with as many people as I can from this day forward.

Prior to bringing in the fridge the delivery man measures the walk ways. He noticed a dent in the door way and we both agreed that they did not do that. So they now carry in the fridge and install it. After they leave I go back and double check everything and I noticed scuff marks on the other side of the doorway along with scratches to the newly refinished hardwood floors.

I contacted Sears delivery right away to filed a complaint and waited for about 2 months for them to investigate. I sent them pictures of all the damages as well as receipts proving I just had my floors refinished. I just received a letter from them stating they will no longer be pursuing this matter and they determined that their delivery team did not cause those damages. Now we are left with scuff marks on our doorway, floors and a sour taste in our mouths.

I called for a repair on the fridge and here's my story. First when I called on a Monday they said they would be here on the Friday to see what they would need to repair the refrigerator. So I waited then the call center called to reschedule the appointment to Monday. I could hardly understand the individual I was talking to because apparently their call center is not in North America. "No problem," I said so on Monday I waited and no show then the call center called again to reschedule to Wednesday because the individual was sick. Not a huge problem cause that happens.

On Wednesday they called again to reschedule to Friday. Thursday night they called again to say they will have someone contact me to reschedule again... What is going on Sears? Now as I'm typing this I got a call to say that they have acquired McNeice repair service to do the job... But why do I need to pay more for the call than previously? Pissed client!!!

The specifications and details of this diamond were not specified on the ring's tag, on the Sears internet site, nor by the sales associate. The sale of this ring was deceptive by the omission of facts, unethical and certainly with dubious intent. I have contacted Sears by phone and letter; written a review of the sale on Sears.com; filed a dispute with Sears's complaint and Solutions Dept., case ID **; written numerous letters to executives; and disputed the charges with my Visa credit card bank, in order to obtain a refund or exchange of this ring.

I fully, completely and without reservation understand the phrase that "all sales are final," as in my case, however, the withholding of pertinent, relevant information/data was not ethical, fair or acceptable. It was sold under false pretenses and nowhere was it stated, implied or written that the diamond was being sold "as is". I would have never purchased the ring at any price!! None of my attempts to resolve this have been addressed and are being ignored. Sears.com customer service representatives have assured me on 2 separate chat sessions that I have transcripts of, that my satisfaction was guaranteed and a refund would not be an issue. I am incensed, frustrated, angry and determined to find a resolve in my favor!! I am pursuing assistance and/or suggestions for a fair and equitable resolve to this matter. It is an outrage!!!

We paid over $600 for the part, diagnostics, and labor, and 2 weeks later still do not have a working refrigerator. We also found out that the company charged us over $300 for the part that was supposedly bad, when you can order it directly from Sears for $130. We are now waiting for them to come back to start all over again, but have no confidence that they will diagnose the real problem, will not overcharge us if they have to order yet another part, and don't have any idea how much longer we will be without a refrigerator. We have called our credit card company to dispute the original charges. We will not be using Sears again after this.

In repairs they have purchased my fridge 3 times! Do you think by replacing it they would have saved money? They didn't care... Always switching me to a different person. Always investigating. Not til I told them, "No more." I was buying one and dropping them. They finally said, "Okey." Another frustration was I had to open a Sears card and purchase it myself and they then send me a check... Not worth the high blood pressure. I'm still out of 180.00 and fridge was 250.00 more than they allowed. What a racquet! I'm done and will just outright buy new from now on. Warranty means headaches!

A week later I call Customer service again who then tell me that my mattress is in Quebec City and will arrive the next day in Sept-iles. The mattress did not arrive. So after about 4 more calls with Customer service and about a half a dozen emails they finally inform me that my mattress had arrived in Sept-iles but that the lady there had shipped it back to Calgary (for God knows what reason!). I am now 39 weeks pregnant with no crib mattress. They told me they had refunded me (which is a lie, I have yet to receive my money), and as compensation for all my problems they will send me a $20 gift card which will arrive in about 6 weeks. I find this $20 gift card as compensation insulting considering all the stress they have put me through when I am just trying to guarantee that my baby will have a place to sleep when we get home from the hospital!

This company is a joke! Do not order from them especially if it is an important purchase such as a crib mattress!! I am predicting they will be out of business very quickly if they continue treating their customers this way. The worst part is that if I had not constantly harassed Customer service they never would have informed me that my mattress order had been cancelled.

She said that it did not meet their qualifications for replacement. I asked what is their "qualification" for replacement, she said the repairman needs to deem the machine irreparable!!! At that point the technical support team gets involved to determine if in fact it is irreparable, then and only then will they consider replacing the machine. Sears is selling poorly manufactured appliances, a useless protection agreement, that requires an immense numbers of repairs, essentially rendering the appliance unusable by the purchaser.

I don't shop rewards card to buy an air mattress to sleep on knowing I'm a cardiac patient and I need a mattress exchange badly. She states Sears can't please me with an exchange but all the mattresses come from the same company. I felt really hurt and insulted to think a sears employee would treat me so disrespectful. If it wasn't for us customers she wouldn't have a pay check. I realize a Sealy mattress set is out of the question so I would be grateful for another new Beauty rest mattress. Please let me know if you're able to help me. I'd like to get this resolved and concentrate on my health.

The second associate I spoke with then told me it was too late to cancel, and there really wasn't anything I could do. If I had known a signature was required I would have the package shipped to my job. This is after buying a refrigerator from them during the summer and having the salesperson "guarantee" the delivery men could bring my old refrigerator downstairs. Naturally, the lazy delivery men get there and say "We don't move appliances". I guess they'll tell you anything to get a sale. I will never be buying a product at Sears again, as they use shady sales methods to take your money, and then can't even cancel an order in a timely fashion. This company is horrible and it's no wonder they are struggling financially.

The second was for an electric water heater (very simple install). They contracted with MY PLUMBER in Buffalo, NY, who did not show up until the 2nd scheduled appointment. I was told that the water heater was leaking, could not be repaired, and that they were requesting a replacement through the warranty. The technician said it would take a couple of days to get an authorization and up to a week to receive the replacement water heater. After two weeks, I called and was told they had not yet received it (this was around Christmas so I gave the benefit of the doubt on the timing).

A week later I was told it was still not in, so I called Sears Home Warranty and was told there was no request from the technician. I called MY PLUMBER and was told that it was on order and would take about a week. I called Sears Home Warranty and was told they'd just called and just placed the request (nearly four weeks after it was supposedly done).

Scheduled to be home for the installation - no show... Late call... "Can't make it today... Will come next week." Arrives on Friday mid-day. Installs new water heater and tries to upsell a simple valve "normally $299, but we'll do it for $149" (a $10 part). Installation takes a couple of hours and I'm told it will take a while for the water to heat up. I wait until the following morning --- no hot water. Call MY PLUMBER "Oh, we'll have to send someone out". Scheduled for Monday... late in day called to say can't come. Arrives Tuesday morning... determines water heater is defective and that it needs a part. Technician says he checked with the office and they can't do any more until I contact Sears Home Warranty and get them to approve a repair or replacement.

Sears Home Warranty called and told that MY PLUMBER (actual company name is 72 Degrees Heating and Cooling in Tonawanda NY) must call for an authorization and they have the number. Still no hot water. A lot of finger pointing going around. I asked Agent at Sears Home Warranty what she could do and was told that I needed to contact 72 Degrees Heating and Cooling and get them to contact authorizations.

Very disappointed I began calling the repair number to complain. It is not possible to call the call center and get help. You call them go through all their prompts but when you actually talk to someone they have no power to change anything and quite frankly, don't care! Talked to supervisors, no help, no change!!! Finally, 3 weeks later the repair tech comes only to open the part that had been delivered to my house was completely trashed. Oh ya I'm not kidding. The part was shipped completely destroyed! Box shipping had no damage (I took pictures). Tech tries to find a new compressor locally but can't find one!!! You guessed it. Now I have started all over, new part ordered with a 2 week later tech appt.

As of today, Jan 24, 21 days with no refrigerator!!! Can't call anyone because at any number I call no one can or will help!!! Posted this to Facebook & was told from Corporate Sears that they couldn't bring me a new refrigerator because I didn't have the right service agreement!!! How did your defective appliance Become my fault. Well maybe it is, I did buy a refrigerator from Sears!!!

Then he lets me talk to his manager Erika. She was the most patronizing woman I have ever spoken to, and again, she too took no responsibilty and said she'd TRY to get back to me in a couple days. Supposedly delivery men will be at my house tomorrow to complete installation but the process has taken over a week with me not having a washer for the past 4 days because they stole my old washer that was hooked up and working. I WILL NEVER SHOP PROVO SEARS AGAIN!!! Horrible store and awful employees!!!

All my food went bad and had to be thrown out, and now I'll be without a refrigerator for almost two weeks. They'll replace the food, but I have to send an itemized list & total. I think I should also be given reimbursement for time and suffering. We'll have to eat out 3 times a day for as long as it takes to get it repaired or replaced. I'll never in my life buy another product from Sears! If I could I'd give it back. This is the worst service ever!

I called a few days later to see what the status was on the order and was told the repair was done and he had closed out. Apparently he never ordered the part or had any plans on returning. If he had no intentions on doing anything, then why did he make it worse than it was? I read in other reviews that I am not the only one they have given such bad service. No wonder Sears is going out of business hiring these kinds of companies to supposedly fix their appliances. Sears wants our business and money but they are not giving much in return. I have been a Sears customer for nearly 50 years. To top it off the repair customer service phone lines are located overseas making it more difficult to understand and get proper help. Does Sears Corporation ever bother to read what is posted and find out what is going on behind the scenes? No wonder Sears is going under. How sad to lose the greatest retail store company that existed worldwide at one time!!

After the parts arrived and we waited again more than 4 hours, the tech showed and said he needed a second person to lift the oven, so we waited again for another appointment. After waiting a week for an appointment, the tech came 4 hours after the end of the 4 hour window and repaired it again. Two weeks later, the oven smelled like an electrical fire. We waited again, for an appointment for a diagnosis and then again for parts.

During all of this, the customer service representatives were completely unhelpful in expediting the waiting period between tech visits. The tech who is standing in my kitchen right now is disgruntled and telling me that it's the broiler unit that needs to be fixed, "but, they are telling me to replace the board, so that's what I'm doing and you will probably see me again." Well, no. I won't see him again and I will sue SEARS for my warranty money back before I have another frustrating experience and allow another tech into my home.

On that Friday I showed up in the evening to pick my purchase up and scanned my bar code at the kiosk. An employee came out of the back and said that my purchase was not there and I would have to call the website customer service. I called customer service and the lady said she would send an investigation application to management and I will receive an email update in 72 hours.

3 days went by and I got an email saying my purchase has been picked up from their store and the investigation has been dropped. Called back customer service and the lady told me exactly the same thing that she was sending an investigation application to management. So now it's 2 weeks past the time I was supposed to receive my weight bar and this lying scandalous company has completely stole from me and from what these other reviews say is a lot of other people. Sears needs to close their doors. What they are doing should be illegal. I will never shop there again.

Jan. 11th - The part arrived. We had not had a dryer to use for several weeks so my husband installed the part. Jan. 15th - I chatted with someone on the Sears website to cancel the service call. He guaranteed 30,000 points would be added to our Shop Your Way account. The points are not on there yet. Jan. 16th - I was on hold waiting for a rep for 1 hour. My phone went dead so I gave up. I used the chat feature again with someone due to the fact that the searspabenefits.com site was not functional to make a claim. This time the person guaranteed that I would receive $50 reimbursement. Jan. 17th and Jan. 19th - I got an e-mail saying that the $50 reimbursement would not be honored. This is a terrible way to do business. We have bought two warranties on this dryer.

I received a phone call at 1125 on the morning of January 20, 2017 from the delivery driver asking if anyone was home. I said no, that no one was going to be home until after 1230. He told me he was at our house. I was able to leave work and made a mad rush to my house to accommodate the delivery people as I don't believe it was their fault. I asked if they were informed of the scheduling issue that I had. The main delivery person said that no, he was unaware of the time that was requested. Needless to say, I am very displeased with having the customer service call centre situated in another country (as most are nowadays). It would appear that the almighty dollar is so much more important than good customer service.

I called tonight 1/19/2017 to get an update since the new part hasn't arrived. The Customer Service Rep I spoke with tells me I'm not scheduled for 1/23/2017 and she can't put me on the books until the part arrives. Fine, that makes sense, so I asked when the part was ordered to which she answers she doesn't know, she just schedules appointments. I ask to speak to someone who does know when it was ordered. She tells me there's no one who can tell me. I asked for a Supervisor and she told me my request to speak to a Supervisor is denied because it's not a valid request. What does that even mean? So here I am 6 weeks without a working oven and no idea if or when it will be fixed. How are they still in business??? Wish I could give zero stars.

I then call to see about hauling away my old washer; I am then told that I chose to pick up the new one myself so it is not possible to have Sears haul away my old one. I argue it's no different except I saved them half the work and it's only because they would have taken 3 weeks to deliver. Again in a Filipino accent "sorry sir but I cannot do that thank you and have a good one". I replied "thanks for nothing". I will never purchase from Sears again, there is no customer service. Just a powerless, hard to understand person on the other end you get after a frustrating series of automated recordings. Common sense is non existent and nobody is accountable or has the ability to help with anything. They are better off not even having a "customer service" line as people might be less frustrated lol. The washer works great but the anger and frustration of dealing with Sears' people sucks... never again!

I got the phone call when he was 5 minutes away from my home. I work for a living. I do not work at home. I had to call someone to get there, so I didn't lose the damned appointment. Never heard from the lordly tech. I called this morning, only to be hung up on 4 times before I got a "supervisor", who could only tell me that the parts had been ordered and that I have an appointment February 4, which will be 6 weeks after the brand new dishwasher decided to not work. Sears "repair" service sucks. Sears shouldn't sell things that they won't stand behind or can't get the parts for. I want a new dishwasher, since they obviously are NOT able to get the proper parts and they need to fire the whole "Customer Service" team, since it doesn't really exist anyway. Lots of laughing and goofing off going on in the background... "Supervisors" need to be fired, since they aren't "supervising" anyone.

This past weekend 1/14/17, I received a call at 6:50 in the morning on a Saturday morning. Mind you, waking us up, inquiring what the issue with the handle was. Around 8:00, 2 guys came by to change the handle, while changing the handle the glass was shatter on one of the oven doors. He called Sears and I spoke to someone for over 20 minutes on the phone to get a, now, new door for the oven. I was told I would get a call within 72 hours to make an appt to have the new door installed. I waited the 72 hours, didn't hear anything. So I called this morning, 1/19/17 to try to get this squared away because I have a stove without an oven door in my kitchen. I was hung up on twice after speaking with someone for almost 20 minutes and the second person told me that if we were disconnected they would call back. He never called.

I made a 3rd call and explained the situation again, was transferred to delivery personnel and spoke to someone named I believe she said her name was Kim who sounded much like the person I have spoken to on several other occasions. She told me that it was someone from the warehouse that would be in contact with me. She provided me with my claim number ** and told me I would have to wait another 24-48 hours for a call. This has to be the worst customer service I have ever experienced!!! We spent almost $8000.00 on appliances and this is what it gets us... lousy customer service. I now have a scratched freezer, $345 in points to spend at Sears which is really the last place that I want to shop at, at this point, and no door on my oven. I would like a call back at ** to see how I can get this resolved. I currently do not have my order number but using my phone number you can easily look it up. I live in Rochester NY.

They got in touch with David ** who in turn got in touch with me and said he will have to look for a unit that will have to be placed on the wall of the closet but it could be more money. I politely said to him that I am not going to pay any more money for a boiler system that both salesman and plumber confirmed that unit would fit. David said he would like to come out and look at the situation, for which he did. He found another boiler system, ordered it and now into November, made arrangements for it to be installed.

Finally toward the end of November, 2015 the boiler was installed. Three weeks later (now we are in December 2015) the boiler system stops running. David sends the plumber back and the plumber said he needed to add water (mind you, to an automatic water feed system) to the boiler. Got the system to run again. So the system seems to be working good for the winter months of 2016. (Jan., Feb., March) Go through the spring, summer, and into the fall not needing heat. Come into early November 2016, the system shuts down again. Called David again and he sent out a different plumber to check the system. The plumber wasn't sure what was going on with the system but somehow got it to work.

Now knowing I am having all these problems with the system and the one year warranty is to expire around November 23, 2016 (That was how long it took from purchase 8/28/2016 to install on 11/23/2015) I decide to purchase a 3 year warranty for $345.00. Now I am into this system for $7345.00 for a system that keeps faulting out. There were few more shutdowns of the system thru December 2016 and January 2017. On January 17, 2017 the system once again shuts down and now it is leaking water, so I need to place a bucket under the leak.

I call David **, the project coordinator once more for him to set up a service call ASAP as it is mid winter, I have no heat and the system is leaking water and I am concerned about the pipes freezing. He tells me that since the system is now over a year old that he does not handle the account anymore and does not have access to place a service call. I would have to call the Service Tech Department (800-469-4663) and walk thru the automated system. I do so and I get disconnected as I said the system was less than a year ago.

Call David back, tell him the situation. He said he could possibly get in touch with the service area rep for my area, but doesn't have his number and will have to wait until the service rep comes in the office. ARE YOU KIDDING ME!!! I told him that I have a disabled senior living there and they need heat asap. He could not, and would not help me. So now I call back the Service Tech department and tell them the boiler is over a year old and the automated service sends me to (finally) a human.

I explain the situation and tell them I have the extended warranty and need service immediately as I have a disabled elderly senior there and need heat right away. So she puts me on hold and comes back with a service date of 1/30/2017. I said to her "that is 12 days without heat?" The system is also leaking water and have to keep a bucket under the leak and I also have to worry about the pipes freezing. She put me on hold again to see if she could get a sooner date. Was unable to as they were all backed up on service calls (what does that tell you!). Again, I said this was an emergency and there has to be someone else that can help with the situation. She told me that since I have the extended warranty, I could call the Master Protection Department (800-827-6655) and they could probably set me up with a heater loaner. Well if someone can come out with a heater, someone can come out to fix the problem.

Before I get off the phone with her, she has the audacity to ask me if I would be interested in another extended warranty for my refrigerator, stove, dishwasher and air-conditioner? "Are you kidding me?" I said to her. "I can't even get help from the extended warranty on my boiler system and you have a lot of gall to even consider mentioning another extended warranty. What is wrong with you!!!" And I hang up disgusted and quite angry.

So now I call the Master Protection department and of course I get no help from them at all. No even a heater loaner. So here I am, paid $7345.00 to Sears for a boiler system and a 3 year extended warranty and I have no heat and the problem is still not resolved and I have to wait until January 30, 2017. Mind you, the boiler system went down on 1/17/2017. Never again will I give Sears dime of my money and I will pursue this further even legal if I have to. Sears Home improvement Job ** dated 8/28/2015.

This visit cost over $400 including the new panel. Within less than six months, the icemaker stopped making ice! When I called Sears, they stated the last repair was under warranty for only 90 days! I explained to them I had been preoccupied with a foot surgery and a cancer diagnosis and had not been paying attention to the refrigerator. No empathy or concern there! I called another repair company to replace the icemaker for another $400 plus. That's almost $900 to push a button on the door to get ice cubes. I HAVE ADVISED ALL MY FRIENDS, NEIGHBORS, AND RELATIVES TO NEVER, EVER BUY A SAMSUNG PRODUCT. I attempted to escalate these issues but no one cared to listen to me. Never again.

I never received any protection plan agreement in writing. I only ever received the receipt stapled to a Sears folder with umpteen phone numbers on it. The salesman back in 2013 said all I had to do was to call a specific number on the folder. Then the call center guy tries to lecture me that the purpose of purchasing the protection plan is not to get it back, but to protect the investment on the appliance. But of course customers buy the stupid plan on the promise that they will get a refund if they don't use it!! When I asked to speak to a supervisor, the call center guy put me on hold for 15 minutes and came back and said that he listened to a recording of the phone call when I requested the refund and the call center person at that time clearly stated that I needed to spend double the value of the plan in order to receive the value of it back.

Well, again the call center is either India or Pakistan and I have trouble understanding the people answering the phone at the best of times. The crux is this; at the time of purchase, the salesperson never told me any of the terms of getting back the value of the protection plan if I didn't use it in 3 years. And I never received the terms in writing. I've been told that a Supervisor will call me back in 48 hours, so we'll see what happens. Whatever happens I know that I'll never purchase a Sears protection plan again.

I sent the copy to Home Services and here we go again. The gal I talked to could not send or receive emails so I had to call the first number for their service claim and went round and round again. The machine they offered us for our Maytag washer which cost $750.00 new was junk compared to ours. Their communications are pathetic (telephone or emails). In talking with the store manager and salesmen all agreed the 3rd party Home Services are terrible in every way. Do not buy it.

Because Sears had gave me such a hard time and refused my reasonable request (which was to make sure that the product is in original wrap from factory), I asked for a refund and returned the washer/dryer. I was told that the refund could take as long as 3 weeks. Sears was very quick to pick up the defective washer/dryer and I finally received a refund on my Visa.

Then I noticed that Sears billed my credit card the full refund amount again! No one had called me about this and this had happened one week ago. If I had not gone into my bank and took the initiative to call them today, I wouldn't have most likely had found out that this happened. Today, I was told that they forgot to take out the original delivery charge in the refund and gave me a new amount that I will be reimbursed for and have to wait another 3 weeks. And to make matters worse, their delivery service kept calling my phone number to let me know that my second scheduled delivery date was scheduled after I cancelled my order with them. This continued for another whole week of automated calls.

I am now waiting for my reimbursement minus the delivery fee on my Visa and now I'll have to go to my bank after to make sure that they don't have access to my account. I've not only lost trust, but I believe I have been violated regarding no permission being asked to rebill and refund the way they had. Absolutely unprofessional. I have spent several hours of my time on this. A simple process that turned out to be several hours on the phone and several visits to the store and still waiting for my refund.

About 4:00 my son called me and said they just got there. Ok, the 30 minutes out somehow turned into 2 hours! I said have them take out the old machine and I'll leave in a few minutes. I arrived home and didn't see a truck in the driveway. My son said they wouldn't take the old machine because it was still connected!! No one said we had to disconnect it. They did bring the new one down and just left it sitting and then left. It took about two minutes to disconnect the hoses from the old machine. I don't know why they couldn't do that. I had to purchase new hoses from Sears. They said this was mandatory. Well the hoses they sent along were 3 feet. No way they would reach from the washing machine to the water faucets. By this time I'm fuming. I ran to the hardware store and bought longer hoses and my brother-in-law came over and set up the new machine.

So not only did I pay for installation, which they didn't do, but I paid for the hoses from Sears and they were useless. I called and set up another appointment for them to come and pick up the old machine and asked about a refund since they didn't set up the new washer. They said I would have to talk to the store. I called the store countless times and left messages, was put on endless hold, etc. So this past Saturday, I went back to the store, asked for a manager and explained what happened and how totally frustrated I was. I have to say, he was very nice and immediately offered me $100 refund for what happened. I appreciated that, but I still had to go through the frustration the past few weeks of no one caring about the customer. I would never buy anything from Sears again.

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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