Sears Reviews

I refused to accept their opinion, and thankfully so...when I arrived home I diagnosed it as the hard start relay attached to the compressor. This took 5 minutes with a volt meter. I ordered the part $40. Part came in today. Fridge runs like a dream. SEARS charged me 115 dollars to tell me to throw my fridge out. They refuse to refund my money after being 3 1/2 hours late and giving me an inaccurate diagnosis. BEWARE. THEY WILL TAKE YOUR MONEY AND RUN. I wish I could go around all day and collect 115 dollars every 30 minutes to tell people whatever I wanted to.

He called the manager. She told me that was correct and she no longer had the authority to do anything for me since Sears has restructured and streamlined. She informed me it would be shipped to N.J. (from Massachusetts, are you kidding me) to a central repair facility. Sears always had an authorized repair facility in the town next to me, not 10 miles away. The manager was all apologies but offered nothing but the phone number for the National Customer Relations (800-549-4505). I was connected to a rep in Texas that understood my complaint. She attempted to contact my local store and got caught in the automated mess. Her second attempt she got a sale representative in lawn and garden. He told her that he "thinks" they are returning to local repairs next week. The national rep could not confirm this for me or get anyone local to confirm this and re-affirmed Sears has restructured and doing business differently. Again no help.

I again tried to contact a real person at my store to no avail. My lawnmower is scheduled to be shipped out when it may not have to be. I wasn't offered a loaner as the national rep suggested that they might. There is no service and when you do get someone all you get is lip service that they understand, but they are not authorized to correct anything. Quality of their products is questionable now too. Sears has a serious problem and is headed in the wrong direction. My many years as a customer have come to an end.

I call the number for a third time and ask for an account supervisor (it is now 42 minutes into this user non-friendly SEARS service). After trying to understand this person, he agreed to issue me a "conditional credit" (?). It would be forwarded to SEARS and they would review this. Review what?? The poor service? Their cancelling the order? Their NOT cancelling the billing for an item they could not provide??

Plus, they wouldn't do it anyway because my pedestal is over 30 days old. I told them to leave and I would just return the washing machine which is still crated in my driveway. They could not have my old machine as I wanted all of my $ back. They got upset and finally said they would install new machine even though it was not their job and I was causing them to get off schedule for the remaining jobs they yet had to do. On July 1st, I get an automated call from Sears informing me a team would be at my house July 2!!! After 2 hours of trying to get someone to listen to me to let them know not to come, I finally get a lady to says she will handle it. Who knows, I might be getting a washing machine delivered today. Sears... you have a problem.

I've now gone to PayPal and filed a dispute with them, against Sears. Which seems amazing to me that large company like Sears would not ever step in and resolve this problem, especially when it seems like such a small amount to make things right with their customer and they have the guarantee to boot. They have not responded to the PayPal claim and it's looking like they just don't care. I believe they are going to ignore it, allowing PayPal to then be permitted to refund my money and this mess will finally be over. From here on out, I'll check out a few other online sources and maybe pay a few extra dollars to purchase from somebody other than Sears.com. Also, I will definitely look to using PayPal in the future for online orders. Without PayPal, I'd just be out the money or I'd have to pay Visa to perform a charge back.

Well, today is the appointment and it is now 9:48 am and no technician. I called the 800# and after speaking to a rep (who told me that she sees my appt is scheduled for 11:45-12 noon) and a supervisor (who then told me that my appt is scheduled for 2pm-3pm), I told them that I was livid! I cannot sit around the house all day waiting for them. They did not hold up to their end of the deal and did not call to inform me the changes! LACK OF COMMUNICATION!!! SO DISAPPOINTING!!! CANNOT wait until I'm done with them! I will not be recommending and will actually discourage others from using! Really wished I had read the customer reviews before scheduling and paying for their services.

I'm not inhuman and people do get sick and need to take lunch but come on! I'm a nurse and after working 12-13 hrs and having to stop at the laundromat to get all the bacteria off my clothes this is getting out of hand. God forbid I showed up late to give you your medication or told you I was going to take my lunch before I discharged you. Everything from schedulers to technicians to management need to look at how you treat your customers. I will NEVER have Sears repair anything of mine again. Nor will I buy an appliance from them.

My second issue was then once I shipped the items to be returned. I included the return receipt in the box with the items and a week after the items were received by the return center I still had not received a credit. I called into the online customer service and was told it takes 3-5 business days for a credit to be received and that the day I called was day 5. I thought that was reasonable so I expected to see the credit post overnight. The next day it still had not posted and I gave it a few more days to see if it would post on my account.

As it still had not posted on my account I then called in again. They asked for my tracking number, which I provided and was told that they were submitting an inquiry to check the status of the credit and that I would receive an update by email within 24 to 48 hours. Five days later I still had not received any credit or any information on my return, so I called in again. This time I was told that the 3-5 days for the credit is from the time I called in and provided my tracking number to them, which means that I should receive the credit within the next business day or two.

I think it is an absolutely awful customer experience to have to call in three times and still not receive a credit, especially after I paid for the return shipping. I asked to speak to a manager and the manager told me that he would escalate this and that I would get an update within 24 to 48 hours. Overall this has been a horrible experience and I will not be making any purchases from Sears again. After everything I believe Sears should also refund my return shipping costs as it is the least they could do to help make this experience any better. However I know that will never happen. If you do decide to buy something from Sears and then need to return it, make sure to keep your tracking number and be ready to make multiple phone calls before you receive your credit. It is coming up on three weeks since I shipped the items back to Sears and still do not have anything from them.

I called our salesperson, who, while concerned about the error, was keen to be sure that I understood he had ordered it correctly and it was not his fault. Call back to delivery who tell me, again, it is not their fault; furthermore, it is the fault of the manufacturer. Am I, your customer, to track down some appliance factory in China now to have this correct? Absurd.

I call Burlington store and ask to speak with a manager. A man named Alan called me back. He states he would like to make this right, offering points. Again, I do not want your points: I don't even know what your points are. Moreover, the notion that I would accept points and the WRONG machine is out of the question. Alan explains that he is new to the job and will have a more senior manager call me during the week as Alan is unsure of what he can do to make this right. That more senior manager's name is Jesse (or Jessie). Jess/Jessie never called.

The night before my new delivery date, I receive the automated call with time window, twice. Unfortunately, the recorded voice tells me, twice, that my new delivery date is last Saturday, 25 June: One huge problem with this, they are calling on 27 June. Clearly, I have no idea when the delivery will arrive. I finally get through to a real person with delivery. Getting the information from this person was beyond pulling teeth. He repeated the old date. “No, check again.” “Oh, yes, you have a delivery on 28 June.” “What time?” Silence. “What time?” “It is on the 28th...” Really? Why is this so hard? Furious, I called the Burlington store again, asking to speak to a manager. I am put through to a voicemail. The person identified himself as the store manager, no name. I leave a message, dismayed at what is passing as customer service in his store. No callback ever.

OK. We now have a reschedule date, a Tuesday (originally scheduled for Saturday), so I am missing work. Tuesday comes, the truck arrives, and two men install my white washing machine. I use quotes around install because it was not fully installed. Less than of the necessary screws to attach the washing machine to the pedestal were used, requiring that I pull the machine back out and install them myself to avoid injury and damage to the machine when it inevitably falls off the pedestal. People wonder why Sears is having fiscal trouble, why they are closing stores. I used to wonder the same, I don't know. This has been one of the worst retail experiences of my life. I am completely disappointed in Sears and its (lack) concern for its customers.

I wait patiently the day before service. As required, I confirmed the service visit. At 7:30 pm the evening before service visit, I received an automated call to call their 800 number to reschedule the service visit. I called to ask why, and was told their service truck broke down and they need to reschedule 22 days from now... 46 days from purchase of a $1650 grill purchase that has not worked since day 1. So not only did their product not work, their repair truck doesn't work either.

I called the store I bought it from and said I wanted the grill picked up and a full refund. We were unwilling to wait another 3 weeks for the repair. I was told by the manager since it was not delivered, he had no way to pick it up. Not one person I have spoken with has offered any solution. I am going to rent a trailer, get buddies to help me load the very heavy grill and take it back. I hope I never have a brain lapse and purchase anything from this poor company again. Sad to see the fall off was once the best place to purchase such items. RIP Sears.

Washer needed fixing and tech came out and said paperwork had been done wrong on Sears end and he could not do job. Another couple hours trying to reschedule that appointment. And was finally told that part was not covered anyway. Before I bought warranty I specifically asked if that specific part was covered and was told yes. THIS IS THE WORST THING I HAVE EVER PURCHASED.

We cannot leave her a voicemail. We called Sears customer service and they kept on sending us into endless loops. We cannot find anybody to speak to or return our calls. We are left with a visibly defective main entry door to our beautiful home and unable to deal with this unfair situation. We are still at a shock that a company of this size to be in such a disarray. We believe that Sears should be out of business if they cannot offer decent work and honor their warranties.

I was told today by the service tech (who works for AFCO Home Appliance) that they will never replace the refrigerator because they got you where they want you. You will always have to have a Protection Agreement with them. Really!! I was also told from customer service that there is no address to write to the CO to complain. This company is terrible to their customers! I just do not know what to do anymore. This refrigerator will always have an issue and I want Sears to stand behind their product but how can they if you can't talk to the right person. Does anyone know of an email address or corporate address to send a message to?

He called me and told me that he was there, and I explained to him that I was working and that I did not get off until 3 and said that had been explained when I scheduled the appt. He told me that he was going to call the scheduling center and have them call me. No one ever called. I finally called them and was told that there was no way to get another technician out there today, and that I would have to reschedule. I told them that I would love to reschedule, however, I was told that they could not guarantee that someone would be able to show at the time that I needed. I was promised a repair technician today and now that is not going to happen. I am very dissatisfied and I will never ever use them again.

I found a site at http://www.sears.com/en_us/customer-service.html and dreamed that perhaps I would get some response. Give credit where due, they did respond to my complaint in a pedestrian manner, and when I tried to login to their site to post a follow up, the site doesn't work. How's that for service! For kicks, I recommend going to that site and log in to the appliance area and look at all the refrigerator horror stories before buying a refrigerator - or anything for that matter - from Sears. Stay away, stay very far away!

On Tuesday, June 14, my father took off work to attend the second delivery. The refrigerator was again damaged on delivery. This time it was the freezer door. We made an agreement to install the refrigerator and schedule a third delivery to replace the freezer door. It took me several calls to Sears customer service in order to schedule this for Saturday, June 25. This day was needed because I could not take off work any more this month and I would not ask any more of my father.

The third delivery took place that Saturday and my tenant received it. She sent me a picture of it installed and there is a small scratch that she thinks happened during installation. At this point, I can live with the scratch because I am tired of dealing with Sears. I have not found anyone at Sears to take ownership of this sale to ensure customer satisfaction. Therefore, I must conclude that shopping at Sears is no longer in my best interest nor in the interest of those to whom I would recommend shopping advice.

I get a call on the night before saying that I would get a delivery between 3-5 pm. I get another call in the morning stating I would get the delivery by 8:30pm because they had a lot of stops. NOW a4t 12:00 noon they call me stating that they don't have a truck available to deliver and that there is nothing that can be done. This is the worst store I have ever had to deal with and I will never ever buy from them again. I suggest you do the same.

The following day around 10:00 Lance called to say that the installer's truck broke down and would let me know when they would arrive. No call - no arrive. Day 3 - the same two guys arrived about 9:30 to work. Again he had to go to Lowe's to get supplies. The drywall was installed, plumbing completed, 2 walls installed and shower head/piece. I had to go out so my son stayed home to watch them. At 8:30 pm they left because they cracked the third wall and needed a replacement back at the warehouse. Day 4 - installer arrived at 9:00 am and began work. At 1:30 he called me in to see that the shower door I ordered was the wrong size and he would have to take it back and order another one. Mind you 2 different people came and measured my bathroom before the project began. So the installer took measurements and apologized.

Day 5 - I waited for a call from Sears about the problem but did not hear from them. I called Lance and left a message about the problem and asked for a return call. Day 6, day 7, day 8 - no contact from Sears. Day 9 - Stacy called me in the afternoon to tell me that they would be ordering me sliding doors for the bathroom because they no longer work with that company to install a pivot door. I do not want a sliding door, I want a pivot door because that is what I paid, a lot of money for. So here I am 11 days after the first install with an unusable bathroom, no door and my Sears card has been billed and is in late because they starting charging me 2 months before they installed the materials. I am sure there will be more to this issue to come.

I've talked to Customer Solutions, Repair Customer Care, Protection Agreement Administration and Retention Department. I received a lot of "I'm sorry, I understand your frustration etc..." It was a circular conversation with each group, no resolution. We have been without a range for almost months with no end in site. We have gotten to the point that we are willing to cut our losses with Sears, try to get our money back and go elsewhere to purchase a range. I'm disgusted with Sears. I will never buy another appliance or Service agreement from Sears.

So, over the weekend my free-standing GE gas range stopped working. The oven part and the broiler, not the stove top. The oven wouldn't heat over 100 degrees. I googled the issue and it was pretty easy to determine that the igniter needed to be replaced. Yesterday I called to get an estimate for the repair, and for those who would give me an estimate over the phone it appeared that this repair would cost me about $170 including the part. (Out of curiosity, I also googled the cost of the replacement part and that goes for between $40-$60) and, according to YouTube and other sites the process was a relatively simple job and wouldn't take a technician more than 10 minutes to do. I opted to have Sears come to do the repair just for the simple reason that it is "Sears" and I figured I could depend on the name and that they would be reasonable and priced competitively.

They told me over the phone that there would be a "diagnostic" fee that would be applied to the service charge if I chose to have the work done. I told them that I had actually already diagnosed the issue but they refused to give me the price of the part or the cost of the service outside of a "non-refundable diagnostic fee" of $85.00 which would be applied to the service if I chose to have them complete the job. I figured, okay fine, I am pretty clear about what the problem is and I have done my "homework" on the hard costs and simplicity of the job. Worst case scenario, I'm wrong about the diagnosis and the guy will figure it out or I'm right and this will cost me about $150-$200 max.

The service technician arrived along with a really bad attitude when I asked him to put boot covers on. He said he wished that I had let him know that before he got there and he complained that he didn't want to go "all the way back to his truck to get them..." irrelevant to the actual story but true... and I didn't make the jerk go back to his truck either, I let him come in dirty boots and all. I told him that the igniter on my GE range needed to be replaced and showed him that the gas does not kick in when it is turned on (he never even touched the appliance).

He then proceeded to give me the estimate. He quoted the cost for JUST THE PART at $177.00! I immediately balked at this and told him that I had already researched the part and it runs about 50 bucks. He said that those were for parts "made in China and not genuine replacement parts" and that the part he was going to put in "might be from China but it is a real part" (oh yes, and I'm just a stupid little girl ready to take that bs, not). He then told me that with the service fee, the total cost to replace the igniter would be $277.00.

I told him that he was insane and there was no way I was going to pay that much. I told him that I had quotes from other appliance repair shops for $169.00 including the price of the part and the service call. He then told me that he could give me a 20% discount on the part. I told him, "No, thank you, and please leave," and I also told him that I would not be paying for his service call either as his charges were ludicrous and totally outside of the "normal customary charge" for the replacement. He threatened me that if I didn't pay the $85 fee that they would send me to collections. So yes, Sears wants you to pay them an $85 ransom to have a jerk off come over and attempt to screw you in person.

I was pissed. So, I took a little drive over to Coast Appliance and picked up a certified brand new genuine GE igniter replacement. it cost me $64.20. And, with a little help from a tube tutorial, I came back home, pulled out the drawer and unscrewed the base of my oven, unscrewed the old igniter, screwed in the new igniter and screwed everything back into place. Took me less than ten minutes. The oven works perfectly! So screw you, yourself Sears. I would have been happy to pay you a reasonable fee to do the job.

I have no call on my phone and if I somehow missed a call I would definitely not have missed a VM. After being escalated to a supervisor I was told the best they could do was reschedule to 7/8, or I could not reschedule and file a claim to get the money. I have already spent back and get someone who knows what they are doing to actually show up and fix it, but the Sears Home Services billing department probably would not reimburse me. I have opted to give them one more chance and when it still is not fixed (as I have 0 confidence in them at this point) I will file a claim and go somewhere else. I strongly recommend to anyone reading this they DO NOT USE SEARS FOR ANY APPLIANCE REPAIRS. The amount of time and money spent on this and to have it still not be fixed demonstrates mind blowing incompetence!!

The thing is huge and weighs 150lbs. I paid $205 to have it delivered and installed. How was I supposed to get it out of the window, out of my house, into the car, to their shop and into their shop and then get it home again and reinstalled. Finally after 3 phone calls and speaking to 8 people I got a manager on the phone who said it was ridiculous to expect that especially since the thing wasn't even 30 days old. We set an appointment for a service person to come to my home on June 15th.

The repair person came and discovered the compressor was faulty. The Kenmore product was shipped with a broken compressor. The repair person, who is a contractor, said his recommendation is to replace the unit. Replacing the compressor would be more costly to Sears and it would be like a car dealership telling you they needed to replace the engine in the brand new car you were about to drive off the lot. While he was in my home he waited for over 15 mins on the phone to get to the people he needed to speak to, since he needed to get to the next repair he gave up.

I called the number he gave me to schedule the replacement later that afternoon. Mind you he left my home at about 9am. When I got a rep on the line they told me I couldn't call until the next day because the system only updates at night (really???). So I called on Thursday. Another 3 phone calls and 2 and a half hours later I finally got someone who agreed that the unit needed to be replaced. He tried but could not schedule the replacement service but gave me a new case number and phone number to call. He said it would take about 48 hours and I would get an email with the info for my replacement service.

Well, as expected I didn't get an email until this morning. I called the number and spoke to representative. They have no information on me at all. Not even a record that I ever purchased the POS air conditioner in the first place. Sooo, I called the number James, the only person who actually helped me, gave me. I was on hold trying to get a representative from 12:06 until 12:36. I will try again around 3, so it isn't lunch time and maybe I will get a person.

This has been the most frustrating experience ever, between the reps that had no idea how to help me, the ones who were rude and the number of time I got disconnected and ultimately the horrible quality of the product they manufactured and QA'd before it was shipped. I really now know why they are going out of business. Now on the phone with them for about an hour and a half and still no resolution.

Saturday (day 2 taken off work), a new tech comes out and diagnoses the dryer, it needs a new heating element system. He ordered the part and said this on his way out, "I don't know what the other did but DON'T plug in that dryer, it is 220 volts and there are some screws and a part laying there and I don't know where they go." Called again, explained this to them with the response, they will repair it. Now it's Wednesday, still no part. I called Sears again.

Checked on the status of the part, explained that I don't want a dryer that some rude technician messed up and could possibly cause a shock hazard. They want to send out another tech Monday (day 3 off work) - $1200 in the hole for me. Explained that to them, asked if they could give a replacement or even a credit on a new one. Thinking I'll buy one after work that won't have the possibility of shocking my family. Not an option for them, they said. So, I told them that in the notes of this call that I stressed the shock hazard the technician warned us about and I do not want this dryer in my house. I also recorded the call and told them to add that in the records. So I'll probably go buy a new dryer NOT from SEARS or I'll have to take another day off work and have a shock hazard dryer. Thanks for the horrible warranty and horrible customer service. In addition, I'll never ever go to Sears again and I am canceling the warranty.

Bradley (employee number **) stated that I could not be compensated in any way nor he could not give me any time or future date for the delivery. This is after the initial customer service agent (Bradley would not disclose her name or employee number) was willing the give $150.00 off the item I purchased (please check the recordings). What I am most upset about is the time that I have wasted waiting on this item. What should have happened is that ALL of the items should have been delivered that were on that truck. It is not the customer's fault that the truck broke down.

Another truck should have been sent out to intercept the undelivered items and then been delivered at that time. I must say that I have never witnessed such incompetence and deplorable customer service from Sears. I will use you, nor will I recommend Sears for ANY SERVICE that you provide. I have several friends in the market to purchase new appliances and will most assuredly tell them not to recommend Sears. I will further post my experience with Sears Home Delivery and Sears Customer Service on Facebook, Instagram and Twitter and will tell anyone who will listen not to use Sears for ANY SERVICE. - Grossly disappointed customer

When speaking with the Cashier she told me there was nothing she could do without a receipt and that I could speak with the manager but he could not do anything either. I proceeded to tell her there should be a two year warranty on the WeedWacker. I told her I had the transaction number but she could not find the item because it was more than a year old. She tried looking the item up with my credit card but was unsuccessful. She then proceeded to tell me that the item was clearanced out. She then called for the manager who told her to override the transaction. She argued with the manager about doing the transaction. She stated that the loss prevention people were in the building today and she was going to be questioned about the transaction later on.

Hastily she went and got another WeedWacker that was comparable and completed the transaction. I feel that she was not very helpful and should not have argued with a manager when told to do something. As the receipt printed out she handed it to me and said "There now you have your receipt." I think she was quite rude while dealing with a customer.

I'm not even going to go into the appointment wait times and weeks in-between ordering parts and return visits to install these parts. I have them coming out again this week, they think to repair it but it will be to remove it! I will take the loss. It has now become a fire concern with repeated electrical issues. I even had to pay to have an electrician come out after they told me it was my outlet or breaker. Nope. The electrician checked it all and confirmed it was the dryer. So did the next Sears repairman who followed up when I called them to tell them it was not my electrical issue. Also, all phone calls are farmed out of the USA to foreign service call center schedulers.

Sears is not the Sears that your grandparents knew and loved. No quality, no service. Stay away. Every appliance made now is crap and disposable within 5 to 10 years. Why? Because it's not made in the USA anymore, and no one gives two cents and we all let them get away with it. Sears replaces nothing and hopes you will get tired and just give up over the whole situation. Well, it worked.

The associate who helped was very apologetic and offered to compensate me for the wasted drive and miscommunication. He stated that this happens 1 out of 10 times someone comes to pickup an order. I decided to call the 800 number and make a complaint because that seems ridiculous to me that they are pissing people off left and right. So I call and they have absolutely no idea where my item even is and can't tell me where they went wrong. I really got nowhere and I'm not even sure if the incident will be documented or looked into. I will never shop online at Sears for sure and probably not even in the actual store, just because.

I then called the store where I bought the washer and dryer to find out that they never left the store. As it turned out, the department manager never filled out the paperwork to get it on the truck! They apologized and promised to get it on the truck the following week for delivery. This time I paid the extra money to ensure they would arrive in the evening so I wouldn't have to take the day off work, but I did have to miss my kids' track meet because they only delivered twice a week in my area and the other day did not work for us. They delivered and all was good temporarily.

Then we realized they did not leave the instructions for the washer. We called the store and they mailed them to us. Then all was good for a month before we started getting phone calls that we missed a payment on our Sears card (We opened one when we bought the washer and dryer). You can imagine my surprise at these calls because I had never seen a bill or, for that matter, my Sears card. I called in to discover that my zip code was entered wrong! They fixed it and I am now awaiting my first bill. I do not suggest going through this ordeal. Choose the small time appliance stores.

I then contacted my credit card company who refunded the money but Sears rebutted claiming I didn't cancel the order or return said merchandise. I have contacted Sears Corporate solutions twice and the first rep referred me back to the online team and closed the case. The second call was received with understanding but with empty promises, and another refer to the online team. This clearly reveals that Sears Corporation is lacking in accountability throughout its organization. This has caused a lot of frustration and wasted time (2 months) in an attempt to recover over $2,000 on property I never received.

I was also told they would have him come back. Now I have been rescheduled for July 8. Almost 3 months out now and I have been unable to use mower. This mower was bought from Sears. I paid upfront for service call on June 18. I have been unable to get anyone to come to repair mower and every time I call talked to a different person with different answers. Sears has refused to allow me to contact a customer satisfaction manager and has offered no solution but to keep booking an appointment. I never intend to buy another item from Sears. Their service is totally unacceptable and very poor. I suggest people look elsewhere for merchandise.

After researching our options we decided to bite the bullet and order parts. We needed to call the SEARS home service and request another appointment. The second appointment consisted of the technician coming to collect money to order parts and collecting another service fee. For the third appointment the technician arrived to fix the washing machine. He discovered that he ordered wrong parts, had to reorder and reschedule the appointment for the following week. Technician also collected additional money for parts.

6/14 - The fourth appointment consisted of the technician arriving and repairing the washing machine. 2 hours after technician left the error code of UE came up again. I called SEARS, technician called me and tried to troubleshoot over the phone. Unsuccessful, had to schedule another visit. This time at no charge. 6/15 - The fifth appointment the technician arrived and reset motor/ran machine and attempted to troubleshoot. The washer was working with his test load. 1 hour later I did one load after technician left and the UE error code came up again. Contacted Sears to speak with manager and explain unsuccessful repairs and frustration with Sears repair process.

GWEN: 6/15/16 - Options: Can refund the $83.43 order. Will return the old parts if the washer works with the old parts. Future parts will be discounted, perhaps and labor. Purchase new, will give a coupon for 10%. I advised the manager I could find a 10% coupon online myself and that I was not satisfied with offer. I was unsatisfied with this response and feel this company is scamming people by promising to fix things only to create more problems and collect more money. Each time the technician came to visit he pushed us purchasing a home warranty plan to cover all our appliances for more money of course. I requested a refund and the parts to be returned and refunded. Resolution TBD. Direct Line: 800-479-6351, option **.

I finally said no and asked to speak to the manager. She was wonderful, pleasant and appeared helpful. Really she was just doing her job and it appears helping was beyond her abilities. She claims Sears overnighted the parts to the contractor, he claims otherwise. A month later, still no repairs and now no one is returning my calls.

I went through 5 bottle due to spoilage and still when I call the department they can't have anyone come to look at my refrigerator. They just giving me the run around from this department to that department. So now what am I to do and how can I get to I real management department instead of the fake one they sending me. So the weekend is here again and I am still out of a refrigerator. Please do some with Sears they are getting horrible... I am so piss off right now...

The manager told me as long as the fridge worked and I could pull the door out, and kept the food cool then there wasn't any need to be concerned with cosmetics. They would not send me a service report to this effect, and then claimed their coverage matched the manufacturer's coverage. I asked the manager to inform me of where I could look this up in my copy of owner's manual (information which stipulated what is covered by OEM). They did not have all the manuals to determine what would be covered. (So it's solely to their discretion and what they believe should be covered.) For this I would need to deal with their "warranty dept" which I was advised will tell me the same. "Sears cannot replace door panels or doors."

The problem here is I explained the handle was mounted to the "stainless front panel" which is cosmetic component but it is also the mounting point for the handle. The handle is require for the proper intended functionality of the fridge. Therefore, being part of the mechanical components for the proper operation of the intended design the cosmetics should not be a determining factor for not replacing the panel. If they re-attached the handle onto a bent panel, it will require that they now bend the handle to match the bent door and not being engineers or having approval to bent the handle from BOSCH is both poor workmanship and not a prescribed repair procedure from BOSCH.

Poor Service - Also, the technician who showed up wasn't prepared for the work he needed to perform, second issue with water leak repairs required silicone grease and there was a bulletin on the defect from BOSCH. He only looked it up while on site and then claimed he could not move the appliance. (So if I were elderly, I suppose it would be a stand off on whose job it is to pull the fridge out?)

Marketing - The claims on the brochure are that you are covered and this is misleading, "After you make a major purchase at Sears, the last thing you want is to worry about a potential repair or service call. By acquiring a Sears Protection Plan, you can protect yourself against expensive and unexpected repair costs for years to come." Needless to say, I'm very concerned, very dissatisfied and no longer a Sears customer.

I told them this was a safety hazard that they were leaving in my home and they said, "That's not our job". He even put me on the phone with his boss who told me the same thing. I explained to him that I would hold them fully liable if the unit tipped and hurt or killed someone and he still didn't care. I called Sears back and they want me now to waste another day for someone else to come out and take a look at it. DO NOT BUY FROM SEARS! They will leave a safety hazard in your home and they don't care. The delivery company that they use is dangerous!

Contractor said they were still waiting on Sears. Called Sears and was put on hold and transferred multiple times. Finally I was told that there was a mistake and the part hadn't been order. Representative apologized and said they would put a rush on the order and it should be delivered in two days and they would email the contractor with the details. Called Sears June 15 to follow up and they said they were waiting to hear back from the company that they ordered the part from. Since it was within the period that I could cancel, I told them to cancel my warranty and I would fix it myself. They said, since I had filed a claim and they had paid 296 toward the claim, I might be billed for that amount. I ask what they paid in the claim and they said for the part they ordered. I reminded them that they never ordered the part and no work has been done on the air conditioner. They continued to assert I might have to pay for that claim. Unbelievable!

Apart from the drab looking shell of a store, I decided to proceed to the TV section to purchase a new TV. Well this is where the fun starts. The sales associate seemed to have no understanding of televisions at all. I have a basic understanding of the main features and what terms mean and yet, I knew far more than she did. After going over models and options, there was one that stood out to me, it was on clearance and was labeled as such. When the sales associate scanned the product it actually came out even cheaper! So I was sold, awesome, great TV, great price! It's a floor model but I saved a thousand $ so I don't care right now.

Well this is about as good as it got. Somebody came up and removed the TV from the wall mount carefully packaged it up for me and brought it to my car, so far so good! Well I get home, remove my old TV from the wall mount, transfer the bracket and I'm getting ready to mount it when... I can't find any HDMI inputs on the rear. Strange! I go online and find the manual and I find that there is a special Samsung one connect box that is supposed to be with the TV, this is an input box apparently that controls the TV (never even knew these existed).

Ok, no problem, I'll just call them and get this sorted out. Errr, no, not that easy. Tried to call electronics, no answer. Tried to call customer service, no answer. Tried to call any and every department and... no answer. Ok, I have to go back. Not happy but let's just get it over with. So I drive back to the graveyard of a store called SEARS. Ok, I'm in the electronics section but there's nobody here. After some walking in circles I manage to track down an employee. I knew he worked for SEARS because he looked like he couldn't give a care in the world. I was met with the words "I don't know anything about electronics but I can see what I can do." Ok, fair enough.

After speaking to a mythical manager for some time (I say mythical because I've never seen a manager there so I'm not sure they even exist), the associate returned and started poking around behind TV's, we seem to locate the right kind of thing, so I thank him, take the hub and return home, YAY! Actually no. It was not the correct hub, so close but so far! Today I have to return and see if they have the correct one connected to another floor model, fingers crossed!

If I was to summarize this experience, I would have to say it was absolutely awful. I mean I literally have nothing nice to say about them. I should have done my research on the TV but I kinda just trusted that the sales associate would have informed me that there's a part missing that actually makes the TV useable and I'm 100% serious, the TV has no HDMI inputs without the external HUB. So as I am writing this I'm looking at a useless rectangle on the wall. The lack of information or knowledge from the associate is insane and I will never purchase another product from SEARS. In fact as I'm writing this and remembering what a poor experience this has been, I am going to take it back and get my money back. I don't even want the correct part. Over an hour on the phone without ever actually getting through to anyone and then this will be my third trip there. Yes, I have had enough.

At 8 pm I receive an automated call stating that the tech was on the way. Shortly after the technician called asking if I still wanted him to come. He was not pleasant and never apologized for being late. Once he arrived (at 8:20, which was 5 hours of us waiting), he smelled of smoke (my son has asthma and this is not good for him) and was not friendly or professional. He determined that my washer needed a new pump, but he didn't have it on the truck so he needed to order it. He made me pay 80% of the bill and said the part would be there in 2 days, but I couldn't make an appointment until I received the part that would be delivered to my house. I thanked him, just another set back. I have 3 kids and the laundry I do is incredible, but 2 days is doable!

Two days went by, 3 days... 5 days I call!!! I was told the part would be there that day. Another light at the end of the tunnel! They had already scheduled an appoint for the next day (6/14/2016) between 3-6. I was asked to confirm, I did! I was very excited to finally do laundry again! This time I leave work early to be home at 3. My 16 year old son had been home since 12:30, I arrive home at 2:55! I have to leave at 4:30 with my daughter, but my husband is home, I leave her with a friend to drive her home so my husband can get to his practice, by now it's after 6, still no technician!

This time I call. The customer service representative tells me the technician said no one was home! That is a lie! I was beyond frustrated with this company. I tell her to get a technician to me that day. She said "all our techs had gone home", not sure if that is true because the week before one was at my house at 8:20!!! I said ok tomorrow at 3 will be good. She tells me they don't have any appointments available the next day. Now I'm furious. So I can't have anyone come tomorrow. She won't even tell me the next available day!

Needless to say, I will not be using SEARS to repair my washer or any other appliance. I will never call them again! Never once did they apologize or tell me it was their fault. I also called my credit card company and paid for the part (which was $20 more than any company on line), but not for the service, because it was never provided. What happened to the customers are always right! What happened to accountability! NEVER USE SEARS REPAIR!!!

After several calls, and working on it myself, they said we have to bring it back to the city for them to fix it. Huh??? I was so angry. Why this multi million dollar company couldn't send someone out to fix a brand new fridge was beyond me. So my wife and I took the day off work and loaded the fridge back into my pickup and drove an hour back to the city. By the time I arrived at the store I was so angry, I told them I just want my money back, and I'm DONE with Sears. Not once did they ever say "what can we do to make this right?" That LG fridge that wouldn't work cost me so much time, labor, and gas and they didn't even offer anything for our troubles. They could have sent a repair man out from any other closer store to fix it and then they would have had two very happy customers.

Now, instead of spending a hundred bucks to send someone out to fix it, they now have two very unhappy customers who are sworn off Sears for good, and I am telling millions of people about it. Not too happy with LG right now either, but Sears really screwed up. There were so many ways they could have made things right, but all we got was "sorry."

Since we live an hour away I phone the store but Lisa was not there and the representative could not find the specific refrigerator so we assumed it was sold. However, last night we stopped by while in ABQ and Lisa was there and so was the refrigerator. There had been no further price reductions and Lisa indicated price scan of all items in the store was to happen today with a potential price reduction. We wanted to take advantage of a Make-A-Wish Discount that would have applied too. When we phone the store today to see Lisa said there was no price adjustment. I asked to speak to the woman who did the price adjustments and she said the store has NO control over price adjustment. They are made at corporate but she did not how that was done or where corporate is located or how to reach them.

Then I asked for the store manager and got Tony **. Tony supported what the woman had said; they have no control over the process of pricing. However as I pressed for more information Tony indicated there were a number of factors affecting pricing. He said he was too busy to dig deeper on this particular refrigerator to figure out the next price adjustment but I pressed forward and he said he would phone me in two hours with an answer about this. He phone back in less than 15 minutes to say the refrigerator of interest was on a "short list" and would have no further price reductions and would be sent back to the warehouse if not sold in the near term. I thought that was strange and counterproductive.

I asked for the district manager, the corporate number, or any other contacts with Sears Outlets and was provided with an 800# that was not working and the name of a manager but no phone number or email address as they were not available. Tony phone back with an email address for the manager but no phone number. While I emailed the manager, Tony called him to debrief him on our conversation - I guess he had the phone number after all. Once I sent the email the manager phoned back right away and indicated there are algorithms and formulas to determine pricing. The refrigerator of interest had been on the floor for 8 months with 7 or 8 price adjustments and supported what Tony said "There would be no further reductions."

After we ended the conversation the manager phone back to say there was a mistake and that there would be one additional price adjustment but at an yet to be determined time and a yet to be determined reduction. So we were unable to make a deal, get the discount available today and buy a refrigerator. How very strange this outlet store would want to hang onto something which had been on the market for 8 months, would not sell, was missing a part and apparently is of little interest to anyone. It is unfortunate this experience turned a loyal customer who told friends about the Sears Outlet into someone who is motivated to give the lowest rating possible to this business. Who foolish is that?

To be honest I think the folks at "corporate" for the outlet stores should work on the algorithms to predict when the outlets will be delisted and closed for lack of profitability and consumer interest which will leave a good employee like Lisa without a job. This is apparently the American way of doing business. People should not scratch their heads wondering what is wrong with American, just do a little shopping to find out!

I was then informed by the contractor that they couldn't do anything without a work order from Sears. After calling Sears they would not honor anything because my warranty was then expired. I am now at a stalemate with a non working ice maker. Come to find out that the parts are warrantied for 90 days but I would have to pay $115.00 for a service call for something that should have already been taken care of.

I'm so upset by the lack of customer service on the part of Sears and also the contractor that they assigned to me. All I want is a working ice maker that I called in about when I first made the service call. I will never buy a warranty from Sears again. I purchased many appliances (refrigerator and washer and dryer) from Sears in 2012. I have been a loyal customer for many years. I would hope that Sears would strive to provide excellent customer service to people. There are so many stores that consumers have to choose from. All these negative comments I am reading makes a loud and negative impact on future customers. Please respond. Thanks!

I made the next appointment. New people came. They argued about the sensor being broken without testing it. I patiently, patiently worked with them on it until they tested it, realized that the sensor didn't work, and ordered a new sensor. When it was time to install the sensor, the first guy came back. He is the nicest man in the world, and admitted that he was a furnace and hot water heater expert who knew next to nothing about dehumidifiers. At this point, the cool spring was over, the furnace in the cellar was no longer running, and I told him it was clear that the dehumidifier was under performing across the board. With the sensor not working, we'd run it for hours in continuous mode during a rainstorm, and get maybe a few teaspoons of water in the bucket. He really tried - he was on the phone with the tech department.

At one point, he carried it upstairs to the bathroom to run a test. We ran the shower full blast for 20 minutes, and when we got a few teaspoons of water in the bucket. Sears said that the unit worked fine. He took it back downstairs and after that, the unit did not take any water out of the air at all. The bucket was absolutely dry during rainstorms, etc. I got on the phone once more and quietly, thoroughly made my case. We were now officially out of warranty but Sears had said that any problem that happened during the warranty period would be rectified without charge. The representative agreed that we deserved a new unit, but that since we were officially out of warranty, the best they could do was to send someone to fix the problem - a real dehumidifier expert. I asked that they please not send anyone who had come before. They absolutely assured me they would not do that.

The great day came. I got a phone call from Guy #1 saying that they had assigned him to the job. That they were going to make him haul it up the stairs again and that they planned to charge us $109. I thanked him, told him not to come, went out and bought a new unit. Not Sears, and I will never pay another penny into any of their warranty plans again.

About an hour and a half later, I began calling his cell phone that he used to advise me when he was on the way originally... He never answered, AND, never returned to pick up my items. I called Sears and they agreed to schedule another pick-up appointment for June 13th, but my old mattress and box spring is sitting in the middle of my living room for 3 days... not cool.

The District Manager apologized for the misinformation given to us and attempted to monetarily pacify the mistake which was not quite near enough for the unethical act and unexpected stress we endured. As a result we were locked in a contract under false pretenses and incurred unexpected costs at the last minute despite being minimal. However, this is the most expensive Sears Project we purchased by far. In addition, neither salesmen has contacted us to provide an explanation or apologize for the inconvenience which presents very poor customer service. It appears that Sears salesmen will say anything to make a sale and quickly get out of the way to avoid any blame, because we tried to contact the salesman several times and received no call back. I will note that the installers were very knowledgeable and professional.

We arrived at the Clackamas town center Sears and this guy Steve was talking to his friends about his car as I sit in front of him for 5 minutes. He said he had seen our order earlier and told us it was not there!!! So what the ** the guy couldn't call us and let us know this jackass did NOTHING to help. Said it was at the warehouse down the road and it just was closing. I asked to call down and have guys keep it open for us and he said they wouldn't without even trying!!! He said they didn't have the capabilities to do that. I came unglued saying he wasn't doing his job and Steve being a smart ass asked us if we wanted our money back knowing we got it on Memorial Day and saved money or tried to... That's when I told him that he doesn't know how to do his job and this guy should not be working there. I would doubt by looking at the guy he has worked a day in his life!!!

Now I'm out around $210 since they will not deliver it to me and we now have to drive out there AGAIN to pick up our appliances! I bought my last home I owned which I just sold to buy a bigger home, I need all new things and I will not be shopping here EVER again! The stuff is cheap because it's defective items from all around the country! Spend a bit more for the quality items. These people suck, customer service is hard to u deist and their English and Sears is an absolute joke to deal with!!! Now 10 days no way to cook or keep food cool or wash dishes. We are sick of the lies and delays. Not to mention we ordered a microwave also which they cancelled out right! We asked that the $20 part for the dishwasher be paid which they refused and that was from a manager from customer service! So now we are buying a microwave elsewhere!

I did get an appt but from what I read on Facebook there's a good chance they won't show. SO I was on Sears FB talking with many other unhappy customers. Guess what, they actually blocked me and took down all my post. No bad language, no threats, just truth about bad windows and terrible service. When questioned about this from my adult daughter they totally lied and said they don't do that. Well yes they do! My appt is 6/14/2016 between 10-12. My windows cost me $17000. Sears replacement windows are bad. Sears service is bad. FREE lifetime warranties are not real. Never going to Sears Kmart - poor quality, poor service. If they don't show I'm putting a sign in my front yard - "UNSATISFIED SEARS CUSTOMERS"!

So then 1030 rolls around and there's still no sign of him. I finally get another call at 10 minutes to 11 to let me know that the consultant is now on his way and will be here around 1230. "He was in doctor's appointment". So he's at the doctor's and you call me to tell me he's stuck in traffic? Liars. They blatantly lied to me and now expect me to adjust my schedule to accommodate their lack of professionalism. Well I've canceled that appointment and will never conduct business with this company again. I was already weary of their services due to some horror stories I've heard, but this just set that fear in stone. Sears is not to be trusted and I recommend to anyone seeking their services to shop elsewhere.

The movers who work for a third party, driving an Enterprise truck, must be measurement by time. I wanted to inspect the appliances to ensure they were in perfect condition. In so many words I was told they don't have time for inspection. They have to get in and out. I watched the one driver scratch the dryer when unboxing it and he bent one of the legs. When I pointed it out he said "You have to call Sears. We are just dropping it off". He then eyes my front door and said "This should fit" and brought the refrigerator in and damaged my door simultaneously scratching the fridge. "You have to call Sears to get this fixed" and promptly left my house.

Oh and by the way they could not hook up my appliances so I convinced the guy to at least hook up the washer but the dryer had no parts and the servicemen did not know what he was doing. I was beyond dissatisfied. I actually called Sears while they were here to complain about the mistakes made to my order and proceeded to complain about the delivery people who damaged the appliances and my property. They apologized and transferred me to a manager. I was transferred back and forth between Sears online and the delivery department. I was hung up on 5 times. I was on the phone for four hours with no resolution. I was told, "Let me transfer you" or "Someone will call you back" and it was going on over and over. I could barely understand the people from customer service because their English was so poor.

I went to the Sears near me and after explaining my situation the employee said "I bet you learned your lesson about ordering online"! What!? No compassion from anyone I dealt with and empathy. I'm the customer and I have no rights! I ordered the products online because of the convenience. I have four young boys and my wife and I both work. Why am I paying thousands of dollars and being mistreated in this manner?

I later look at my bill only to realize I have been double billed for the refrigerator. I am told they have 7 days to return the money to my account?! Again, really? How you can take money out of my account and not put it back in? To top everything off after I get the part for the dryer we do our first load of laundry and the washer is broken. I am completely disheartened! What should be a great experience for myself and my family has turned into a horrible chain of events which 2 weeks later are still not resolved!

So I asked for a refund of the delivery 150.00. I was told by the manager Giselle in Burlington, "Yes we can do that." So I drive there, I am told, "Oh no, we can't, the delivery side needs to." That is funny, they told me it's the store that does it. So the manager from delivery calls and says they cannot give me a refund. She calls the store. The store manager says "No, we can't either." Where is the customer satisfaction here! I think it is funny, if it can be charged why can't it be refunded! Never again!

The inability of Sears and its several associated enterprises to repair the Kenmore refrigerator, has been well documented. Last week, by hand delivered letter, I requested that the full policy coverage of $700.00 be paid forthwith. Today, (after numerous reroutings) I was told by "Latisha," head of the Policy Benefits Administration in North Carolina, that I should sue Sears and Sonoma County Sears Store Manager, Myron **, as the local Sears representative.

"Innovel" aka Sears DSOM has refused to process my request and refused to provide me with the address or name of the Agent for Service. I called Mr. Myron **, Monday, (June 6) morning, was instructed twice that he was in a meeting and to call back in 10 minutes, which I did. I was then told that he was out for the next two (2) days. Because of the consistent failure and refusal of Sears to perform, the only conclusion is that this is matter of intentional Corporate Policy. AFTER 12 WEEKS, I was forced to PURCHASE an alternate replacement refrigerator.

Third lie is Sears will do everything possible to fix all issues and have a final walk through with a Sears supervisor before the work is signed off. No they don't. While deployed to Afghanistan the work was being done and my wife was dealing with them directly and letting me know what was happening, including belittling her to sign off on the work so the subs could get paid when though the work was not finished and there were tons of issues. Fourth lie is Sears will be there to fix any problems with the installation for a full year. No they don't. And they still haven't. No final inspection from the city was ever scheduled, the siding they removed and re-installed is falling off the house, most windows are a nightmare to get closed and locked, and the locks are sub-standard plastic crap.

17 windows, $25K dollars and they are not fixed, and Sears complaint department refuses to address the issues and will not return my calls. This is the biggest mistake ever made allowing Sears into our home. And this is not over yet. We may have to pay to have the problems fixed but until my last breath I will make sure anybody who is willing to listen before they hire them gets the truth.

At this point the CSR did escalate the matter to his supervisor, who then sent directly to the store's assistant manager. He offered me a $200 dollar credit!! It was used, and sold as a floor model!!! I told the only resolution was to replace the unit altogether. They were not able to accommodate my request. My money was finally returned and I purchased the same model from a local, reputable company.

Now 12 days later I continue to fight to have their refrigerator picked up. I told them I was only available in the afternoon, they showed up at 8:30 am, while no one was there. Hopefully they will return tomorrow afternoon as I originally requested and remove the nasty thing from my home. Please do not buy from this company unless you are a glutton for punishment. In closing I should acknowledge the following customer service agents for dragging out the situation for as long as possible: Randy, Trixie, Harry, Adele, Norma, Rain, Cara, Carl, Jaycee, Forrest, Tangeniqua, Alex, And Deidre "DEE".

I told her that I was not going to exchange it for the same mattress and then be stuck as you can only use a comfort exchange once. I did pick a different mattress that is twice the cost of my original purchase and Sears still refused the request. As I was there the second time I did lay on the Sealy mattresses and told our sales rep that the mattress I received actually feels like a firmer different model they have on the floor. You cannot tell me that mistakes never happen or that perhaps the floor model has been there much longer than it should have. There is no way I would be able to wait 2 or 3 years for this mattress to be even remotely like the floor model.

I was told I HAVE to wait the 30 days before asking for a refund. I went ahead and purchased a different mattress that will be delivered on Friday. It's ridiculous that the other has to be stored for 30 days when they will already be at my house and the fact that there is clearly an issue with the mattress no matter which of the causes it is. Sears has lost my confidence especially since all I have heard is "their policy is." It's going to be returned either way. I am in retail myself and have been taught to be conscious of quoting policy as the customer comes first even if an exception has to take place. It's clear that their reputation as a large retailer is not Sears' first and foremost concern.

They inform me that they are sorry, they will reschedule again. I said "No. Thank you. I want a refund" and they said they are not sure they can give that to me, and that I would need to return the parts. SURPRISE AGAIN, they will send someone over to pick them up right away and I am supposed to leave them on the front porch. For THAT they have someone right away!?! Never ever use Sears appliance repair unless you have nothing to do but sit in your house and wait for them.

Called the #800 again and spoke to a seasoned rep, who found an appointment for Sat (6/4/16). Saturday comes around and my boyfriend receives a call from the dispatcher, with the repairman on the line, to confirm the address. Then he gets another call that they need the rescheduled because the repairman called in sick. HUH!!! I called the #800 number and the best they can do is put me on a waitlist or I could wait until Sat 6/11/16 for my rescheduled appointment. So, here I am with a new fridge that remains at 50 degrees no matter how low I set the temperature. No one cares and no one attempts to do the right thing. We won't mention the fact that I lost all perishables and cannot store anything in the fridge.

One did call back. I was on the phone with her for over an hour. She was finally able to contact someone at the store. When that person picked up, the call was dropped immediately. I called back and was told that person was busy and would call me back (they never did). I called Customer Service back and was told the manager was gone for the day and would call me back the following day (she never did). I spent probably 6 hours on this and never got anywhere. Fortunately after sending Dyson a copy of my invoice, they extended my warranty to 2 years from my purchase date and are sending me a filter free of charge. The vacuum Sears sold me as a 'Floor Model' obviously had been a customer return that had been laying around for a while. I'm done doing business with Sears!

To top all that off, they show up late half the time and then tell you that the time they give you is a best guess but they have the right to show up anytime between 7 am-8 pm. Lastly... the automated machine calls you over and over and over again. Days before, day before, day of, hour before, afterwards, and if you don't answer it will call you over and over and over again between all hours of day and night and even on weekends. DO NOT USE THEM... Run!!!

So I took the unopened gift, with receipt, back to Sears to exchange for a bigger one. The store manager said he would not exchange or return it because it's been over thirty days since purchase! What does this say about buying presents before Christmas. If you buy them outside of thirty days, your family members could never exchange the present. I will no longer shop at Sears. For a $40.00 shop vac, your Puyallup Washington store manager has just lost you a customer... for life!

The old stove was only 4-5 years old and the plug as well. RIDICULOUS!!! Paid for a new stove and didn't get one. Customer service is a bunch of idiots from the Philippines that can barely speak English. Then recently I bought a washer for another rental unit and they would not install it unless I bought a new hose, knowing the last experience I bought it. Alas this time, the scheduled delivery did not include haul away so they could not deliver the washer because the old one was there and the order taker from India didn't think to mention that I had to add $15 for haul away or I would not get the new one.

Seven phone calls later - still no washer - delivery had to be rescheduled because of adding haul away and even though the telephone contact assured me they had Sunday delivery - on the sixth call I was told they lied - no Sunday delivery. NIGHTMARE!!!! Cannot wait for Trump to become President and the customer service calls are answered by Americans who understand English and give a ** about customer service. Worst experience EVER!!! Wish they had negative stars.

We went to Sears in Sebring, FL yesterday. The sales assoc., Todd said he could not exchange without our sales receipt. We had to drive a total of 80 miles to get sales slip and return to store. We were in the store over two hours in which time he had to ask other associates what and how he should make the exchange and also a sales manager. He finally had to ring up a new sale for the fridge because it was not the same price. Two hours later and very upset and angry over the whole situation we went home. This purchase has been nothing but a hassle and they couldn't work out any deal on the new one we bought which they told us it was already on sale. Will not recommend Sears to anyone nor purchase from them again.

Another customer service person tells me that my appointment for today could have been earlier in the morning but since I rescheduled the appointment that it has been cancelled. And again I get put on hold for an extremely long time when I ask to speak to a supervisor. I was never able to speak to a supervisor. Sears needs to work on their customer service. This is the 2nd time in 6 months that they have not showed up during the time window of their appointment. I would not use them to repair my appliance but it is covered under warranty. I will not be purchasing any appliances from Sears again.

Sears had asked me by email to have the repairman call a specific number to discuss with them what was wrong. The nice repairman hung around for an hour while we called the number. We were put on hold and hung up on, transferred to various departments, each of which said it wasn't their department and the repairman finally had to leave to go on to his next appointment. I continued throughout the afternoon to try to get through to someone and finally got Arthur in Protection Agreement who said "It's not my jurisdiction" and transferred me to customer solutions. I waited on hold another half hour and then was disconnected.

I called again today and spoke with Tom, Asper, Mannie and finally Crystal. Crystal basically said, "Well, you were supposed to call Stack (whoever that is) and since you didn't you have to wait until the ninth of June." I said that the whole experience with Sears Appliance Repair was the worst thing I've ever seen and she finally, after much anger on my part, said that Sears will be out tomorrow between 10 and 2. Never mind that I spent half the day waiting for the local provider yesterday. I now have to be home another half day for Sears to come out. What was the purpose of the local provider? Is my time worth nothing? I have had it. I will never ever buy anything from Sears again. They are the most disorganized stupid company I have ever worked with. Stay away from them!!!

This is a SCAM!! You tell me it can not be repaired and then tell me you can only if I pay?? I have been on the phone with everyone they transfer me to and they all agree it should be repaired but are unable to do anything because the service manager will not approve it. At this point I have no other options and can't seem to get anyone to come and repair the unit. DO NOT BUY ANY APPLIANCES IN SEARS AND MUCH LESS BUY THEIR PROTECTION CONTRACT! It is a complete waste of time and money.

I called Sears explained that I was not happy with the tech. They apologized and said that they would send someone else at no charge to recheck the microwave. I stressed to them that I did not wanted a different tech and they said no problem. I received a confirmation from Sears for the service; however, it was for a countertop Panasonic model. I called Sears to clarify that this was for an over the range Advantium GE Profile Micro/oven combo. Sears told me they didn't know where that information came from but that they would correct it in the system. Coordinated again with current tenants for the 2nd service. Got a call from the 2nd tech and guess who it was... The same tech that went out the first time and told me there was nothing wrong with the microwave. Needless to say, I was extremely upset, especially after taking the time to reschedule, not only for me but the tenants that had to take time to meet the sears tech.

Here is where it got reeeally ridiculous. I called to complain and they referred to the countertop Panasonic microwave yet again... Yes that is right, it was not correct in the system. When I told them what happened the first time around and that I has specifically requested to have a different tech to go out, Sears told me that they could not guarantee that... REALLY? That is not what they told me when I called the first time and when they told me that they would send a different tech at no additional charge. WTF. So I told them that I wanted to cancel my warranty and after that, I was literally on the phone for more than 45 minutes. Yes, it was more than 45 minutes of same story, same information provided time after time and just kept getting bounced back and forth. It was the worst service I had ever experienced in my life!!!

Time after time, I told the story and time after time they kept transferring me even when speaking with supervisors. No one there knows what they are doing PERIOD!!! I strongly suggest you stay away from Sears service and buy your warranty elsewhere. They are beyond horrible and unknowledgeable, from the service technicians to the customer service agents.

So I called on my own to let Sears know the technician left. They told us the part was expected about three months later, but luckily my husband was going to be off, so fine. We accepted the appointment. Well, the technician came and went right to the treadmill. He then asked us where the part was. Well no part had ever come, so he ordered another one and THEN told us that it would be at our home in 2weeks. We had to reschedule service again since he didn't have a part. Well two weeks later still no part in the mail.

I called Sears myself to reschedule, YET AGAIN and asked why there was no part or email communication of service appointments. They didn't know why my part kept being delayed BUT now it was not going to be here until a day when we'd be out of town. The agent on the call the asked if I wanted to cancel service. I of course replied, "no", that we needed to reschedule it. Again. I then received a call from UPS because NOW Sears was inquiring as to where their shipment of the part was going. When I spoke to UPS I told them I hadn't received either of the shipments from Sears.

The next day two boxes arrive (presumably the parts needed, and the reordered) so then I called Sears and ensured service would be here on the agreed date. I was told the date was correct and that we'd receive a $70 gift card for the deplorable service. Well today my treadmill has been serviced, it's June 2nd. I didn't receive a gift card at all so when I called now apparently there was nothing in my file about any compensation and the agent tried to tell me there would be zero compensation. After speaking with Damien, an alleged supervisor, he thought a $30 dollar gift card would suffice. I am so displeased and disappointed with the fact that I spent $300 on a protection agreement and received this awful service. I'm glad I no longer work for Sears but I can't say that I would ever recommend a protection agreement from them again.

So now we're stuck paying for $125 boots we returned and I guess they just got back and also get their money? My husband threw out the receipt because I mean would Sears really steal from us? Why yes they would! I thought scammers were only personal sellers on eBay etc. but nope Sears the company also. It's fine. I never wanted to shop here again anyway and now they've just given us a reason not to for sure. This isn't the first time this has happened either with problems, there is always a problem when you shop at Sears. Complaining to friends and everyone has some horrible Sears story. Again I really want to know how they stay in business.

After being transferred to 3 different departments, "Customer Solutions" says there is nothing they can do because 'they need more info from service tech' and give me a case number and hope to call me back within few days. So after paying $2,000 for new fridge, I find out that my 25 year old one was working better than the new one, that is dripping on my floor and keeping food warm instead of cold... great product and even better customer service from Sears.

Updated on 8/17/2016: After sitting for hours waiting to get a return authorization number to return wrong or cheap parts to Sears, they were sent may 18, 2016. Today is august 12, 2016 and my Sears account does not show any credits for this garbage! Super easy to order, but horrible attempting to return! Bought spendy fridge and stove at Sears outlet, but they claim they are not part of Sears. They refused to help, but selling loads of Sears products... washers/dryers/fridge/stoves/dishwashers, etc. I will never buy or deal with Sears ever again and I hope they go out of business!

Where did my returns go? I put the correct electronic return labels on outside boxes along with the papers I received from Sears online showing the items and my name so they would know who they were from. Sears card do not use as their online site works after the due date so they can rip the customers off on late fees! My account shows I didn't order or receive anything? If you don't pay your bill on time you get calls from synchrony banks non-stop!

I figured out that if I called as a new service order that I would get to talk to an American as nobody in their right mind would order US service from India. Guess what I got a red, white & blue Sears person who has now told me that someone would be here between 1 and 3:30. I asked how she knew that and she responded that she read it on the same screen I was looking at. I asked her if she could call the tech and confirm or guarantee that he would show up today and she sweetly apologized with a big NO. I grew up with Sears stores, appliances and service center. They were always dependable. Now they can't close stores fast enough and their stock is in a nose dive. I wonder why?

Upon investigating why it wasn't working my brother found the hoses connecting to the grill from the propane were disconnected. I called the Shelton, CT. store and was told by a manager she had to speak with her manager and would call me back. I then called Sears at their customer service number and the rep asked, 'what do you want me to do about this?' As far as I'm concerned Sears could be the last store in business and I still would never ever purchase another item from them. They treat their customers like complete garbage. They need customer service training and they need to remember their paychecks come from us - the consumers. Do yourself a favor and don't shop at Sears.

It's no wonder they are close to going out of business. This says a lot about the executive management group with corporate policies that say "We don't care about customers once we get your money." Their financial outlook indicates the management level of competency. This is an authentic & accurate review from May 2016.

This morning, the warranty department denied that request and said another tech needs to come out and evaluate the washer. That occurred today - again, more time lost from work. This tech said the same thing - called his supervisor to advise the situation, His supervisor - who has not been out or is familiar with the situation told the tech that it sounds like it is a control panel issue and recommends to replace the control panel. *Maybe he thinks a 4th one will work where the other 3 did not*.

So, at this point of time - the cost poured into trying to repair this washer is over $2100. The replacement cost is less than half that. I have missed countless hours of work and have had to borrow friends washers to do laundry for well over 2 months. Sears thought they would be generous and offer me $50 to compensate for my troubles and pay for laundromat (which there are none in my area). I used to believe that Sears was the place to get major appliances from - that is no longer the case and will strongly recommend to anyone I know - avoid purchasing from them as they do not deliver the service as promised.

So, since it was cheaper, although still expensive, paid to have it shipped back thru USPS, $57. As of 5-26-16, still never got a refund check of any kind. I have called numerous times and said "we will get back to you" and STILL have not! I did verify through the tracking number that Sears.com did get the product back and they DID. Do NOT TRUST Sears.com or anything to do with them. I would never, ever shop Sears.com nor even a Sears store, unless you want to get ripped off!!!

(Suggestion Sears) DON'T advertise for a product that you don't carry. I couldn't even understand the customer service rep I was speaking to in India or wherever it was. And you wonder why Sears is going out of business? Thank goodness. I know I will NEVER purchase another thing from them. My money should go back into my account as fast as you took it. I was planning on setting the pool up for my grandchildren this weekend. NOT happening now. Have to wait for my money. $700.00 may not be much to Sears but it is to a working man. Terrible customer service.

May 12 visit with same tech. He messes around with the settings and checks compressor and coils for first time. Advises he is ordering new parts that are correct for this model. Third vacation day used. Now the refrigerator is not working at all. Another phone call. May 16 visit with same tech. He is "very sorry" this is going on. He orders more parts for a Wednesday delivery with a scheduled Friday afternoon appointment. May 20, Friday comes and no parts delivered. Original tech calls and advises they are on the way over. I ask him if he has the parts with him. His response was "What parts?" Needless to say he never showed up.

Saturday phone call by repeat offender tech advising how sorry he is that this is happening. He orders parts again. Monday May 23. I call again to the Sears 1-800 number. I am told the parts do not exist for a 2009 model. I ask for reimbursement of all the spoiled food and condiments in refrigerator. They told me no, this is not their policy. I asked after how many visits and days does it take them to fix a simple problem. I got nowhere with the 1-800 service. I am out the $$$ for replacement but I did advise that I will post my negative review on as many social media outlets and review boards I can find. Congrats to Consumer Affairs, you are the first. On I go!

Over the past weeks my kitchen tiles have started to break as the floor was crowning in front of the refrigerator. I called a tile installer in on 5/20/16 to assess the situation. He found my sub floor warping due to a leak in the plastic connector from the water line to the ice-maker in the refrigerator at the refrigerator end. Immediately we turned off the water supply to that line. On 5/21/16 my husband put a new connector on the line into the refrigerator cost $12. They sell the part at Home Depot!!! Guess what!! The ice maker works!!! The problem was a little broken plastic connector. Your repairman never even looked back there! He charged me $102.96 to tell me it couldn't be fixed!! Then writes down that I refused the repair!!!

Well since January water has been slowly leaking under my sub-flooring causing the floor to buckle and the tiles to break which is now costing me $2400.00 to repair and I can only afford vinyl because the entire sub-flooring has to be replaced!! Tell me if you think Sears has any responsibility in this. I believe you do. So much so that I am willing to file a suit for all the problems your repairman has caused me. If he had done his job in January I would not be having this problem right now. He was more interested in getting out of there then repairing anything, on top of arriving late.

I can't believe Sears hires people like this, Lazy, Lazy, Lazy. Take the money for the call and don't do anything to find out what the problem really is! Scam!! On Friday 5/27/16 Flooring people are coming to install new floor. I will take pictures of all the damage your repairman has caused me!! Very Disappointed in Sears and willing to tell a judge so.

We did get one person that may have tried to help but we couldn't understand him. He, of course, was much less than nice when we told him that, quoting "let's not go there", which by the way was his only understandable statement. After three follow on service calls and three weeks neither the microwave or cooktop is repaired. What do they expect people to do? Under no circumstance buy either an appliance or an extended warranty from Sears. Think Home Depot or Lowe's.

One month after we had the refrigerator, the temperatures slowly started increasing. Soon, the inside of the freezer was warmer than our entire house. I set up a service call, which took a week for them to come out. The service guy came out the first time with no parts and had to order a motherboard. He came back a second time, a week later. The motherboard didn't fix the issue, so the technical department had him order the same exact part again. The third time he came back, he put the new part in, and it still didn't fix the issue. The service guy told us that since it was his third time out, the fridge was considered a lemon. He called the lemon line and he said they agreed with him. He gave us our final receipt, said someone would be calling us within 48 hours from Sears to set up a way for us to get a replacement.

Three days go by -- no call. I called Sears Customer Service and was transferred 3 times in order to get to the correct department. I was informed that the service repair man made notes that the fridge was nonrepairable; however, he apparently did NOT follow protocol and get approval by his technical manager before leaving. Sears told me that I needed to have FOUR separate service ORDERS (not calls) in order to qualify for a replacement. Now, a service order means there are four separate problems. Apparently, because he came out for the same issue THAT HE WAS UNABLE TO FIX, it only counts as one. Now how in the hell are we supposed to rack up four service orders when ONE cannot be rectified?? The customer service reps gave absolutely no insight as to how to fix this, rather than to wait another week for another person to come out and start a brand new service order...

At this point we have gone 4 weeks without a refrigerator. First I spoke to a man (didn't get his name) who told me the authorization was approved, and he was transferring me to someone who could help set up the replacement. Then, I spoke to another woman who said that only the technician authorized the replacement, and that wasn't sufficient. Then I spoke to the Service Technical Department's supervisor, Rocky, who only kept reading me what he said was the Master Protection Plan. Again, offering helpful reconciliation or recommendations but to wait or to go back to where we bought the fridge.

I called the Repair line afterwards to verify, and spoke to a woman, Elly, who said that it was written in the notes that the technician said the fridge could not be fixed. And that no matter how many times they came out, it shouldn't matter because my protection plan should cover this. I spoke to five different people total, all who told me different things about my warranty. At this point, I'd rather starve to death without a fridge than EVER to deal with Sears Customer Service again.

Don't buy anything from Sears. DEFINITELY don't get the protection plan, as it's (expletive) worthless. And UNDER NO CIRCUMSTANCES call Sears if you have an issue. They apparently don't look at the same screens and by no means have any adequate training. Same goes for the technicians. I'm super glad that Sears employs technicians who do not follow protocol and only put the suffering on the customer. Great job, Sears. Thanks for really messing up our month... going on two.

I understand, but I know there is a 30-day policy and the chair should be taken back. I was told this second call that no, that was not going to happen. Janelle ** said she could put me through to Customer Solutions, for which I spoke to 2 other people and transferred 3 times before being hung up on. Great Customer Service, no?? I guess we will donate the chair and be done with it but we will NOT purchase anything from Sears again. Such a shame!! I remember Sears so fondly from my childhood. My parents were die-hard Sears fans and bought everything from the local store in NJ. If these are the business practices they have been using - no wonder business has been on a downward slide for many years. It's really too bad!! But, with the competition being so great in the marketplace, there are definitely companies who are handling customer issues a whole lot better and making people loyal to their brand. Sears is not among them.

When I asked "Why doesn't Sears state this policy on its receipt?" Their reply was, "Yes, you should suggest to the customer support number," which was by the way, the number I called. Unethical and slimy business practices. The only reason to go into Sears for me now is just to exchange Lands End orders. I wouldn't even purchase an appliance there. Which is too bad for Sears to lose a customer over a $20 exchange because I guess I'll go to Home Depot now to get a new dryer for my laundry room.

What was most upsetting was that they had called and confirmed delivery so the other wall unit had been removed already and wires were cut and hanging out. The customer service sounded like it was from another country and were just giving me answers from a script. They couldn't answer any real questions. They just kept making excuses that the vendor or GE in this case won't have it available until the 23rd of the month. When I asked why did they call and confirm then they repeated the vendor line. When I asked why the website didn't reflect this availability inventory when I ordered, they repeated the vendor line. It was so infuriating trying to get an answer. They even dropped my call at one point while transferring me. I finally had enough and canceled the order all together and ordered one from Lowe's which I should have done all along.

As soon I canceled, one of the wranglers got on the line to try and offer me online dollars to keep the order. I told her the only way to keep my business was to have the promised item to me in 24 hours, so she repeated the vendor line. I will never do business with Sears again, ever. I understand that there are vendor issues for product availability. Every store in the country seemed to know this except for Sears. My blood ran very hot yesterday after trying patiently to work a solution. I waited 24 hours to write this review because I wasn't in a good place yesterday after dealing with them. I am letting everyone know just how inept this company is now ran and they should steer clear of them. Sears failed at ordering, inventory control, shipping, communication, and especially customer service.

These calls are usually followed by calls from the project manager, in Chicago, telling me to keep him apprised of any changes in the situation, and assuring me they are trying to get to me as soon as possible. Finally, in May 2016, the claims supervisor emails the project manager's boss, and within an hour they call to schedule repairs. I am not told who is showing up or what they are going to do. I have never been told anything specific about the repairs at any time in the process. The contractor shows up at 7:20 A.M., caulks the outside where glass meets vinyl, contradicts the Sears employee who diagnosed the problem in January, and is gone by 8:00 A.M.

None of our 17 other windows are caulked liked this, none of this was explained (I have installed windows for myself in the past), and every person from Sears has given me a different story, or no story. For all I know, the window might be fixed. For nearly $24,000, I would like to be sure. At least I haven't had to pay anything for the repair... yet. We have every major appliance in our home from Sears except our HVAC system, and we have 2 garage door openers, riding mower, snowblower, and a host of smaller lawn/garden items. Everything over 5 years old seems to be great. No problems. If it's newer than that, we are holding our breath. Can't say I will ever buy from Sears after this experience.

Their customer service employee, Roland, was so condescending and rude to me because I guess my questions were too stupid, and I'm old. I ended up very upset and had to hang up. Then he kept calling me back - on Saturday - after I told him how upset I was and that I wasn't going to put up with his treatment. Now, I finally got up enough courage to see it through and they say it's been more than 30 days and I have to start all over again. I used to work for Sears, back when Customer Service was a real thing. I don't recognize this store anymore. They're mean and greedy, and you can be sure, they're never going to see another dime from me. And since they own Kmart, I won't be going there either.

That was on 5/2/16 and today, 5/13/16, a package with one of the two cancelled items arrived. Opened it since I did not recognize the shipper (Central Power Distr., not Sears). The cancelled part had arrived!! This is the second such malfunction in the past year. Last summer I ordered over-the-counter antihistamines and within 3 minutes of placing the order, I saw on the email confirmation that the order had duplicated itself with no help from me. Phoned Sears and was told their order department was so fast that they had already shipped the double order. That time I had not asked for a confirmation number. but that is the last time it will happen with Sears. On 5/2, I asked why Sears hadn't already collected my money via credit card (VISA) before shipping as other companies do. Woman on phone said that is done by "everyone not just Sears," Told her otherwise but that just irritated her.

Well karma at its best, ended up she's the M.O.D... Her name is Jocelyn. My son said "can we take the floor model?" She gets summoned as boss lady... She says "Nope not allowed, go online or order here." So we thanked Ron who appeared as embarrassed as we were and said "We are sorry also but we need it tonight." He was as upset as we were that didn't make a sale. He kept apologizing and said she's young and doesn't do well with these kinds of situations. I was so livid at how unbelievably rude she was. I said "Well I hope you'll like your new boss. If I had behaved like that for customer service I'd be on unemployment just like hopefully she will be after I report her." We ended up at Home Depot and used our new riding mower that night. Please get rid of that woman as she lost almost a $3000 sale!!! No excuse for her.

A few days later I receive an email from Sears saying they are really sorry, but they cannot exchange the order, that they only can pick up the mistake. I called and asked them why the hell this was and they said the warehouse didn't have the couch on hand and I would need to place another order when my money got refunded. I asked when that was and they told me they can refund me after they receive it in the warehouse. I demanded that they give me the contact for the vendor or this warehouse they kept speaking of. I wanted my money back at that moment because who knows if they will even receive this couch and when I want to place another order on a couch w/ a trusted company so I don't have a huge, empty space in my living room while I wait for them to get the couch back to the warehouse, then wait another 3-5 business days to get refunded.

I know they have the capability to refund me because I was given 10% off the couch when I first called. Their only rectification was to provide me with 10% off my next purchase of $300 or more dollars. YEAH FRIGGIN RIGHT! I will never order with them again and what kind of discount is that? These guys suck so bad. Stay away. There's a reason why they have 1 star.

To tell me that section IV paragraph 3 excludes corrosion to my AC when it fact it does not speak of this is your company's blatant attempt to not cover an HVAC system. Oh and by the way. Trane the largest manufacturer of HVAC systems has completed a study that proves corrosion in AC compressors with copper lines is normal due to formaldehyde in people's homes and in the air. One major reason they now use aluminum lines. So this to me is indeed normal!

He said he would have a manager call me in the morning. Still waiting for the call. In the meantime, I lost a lot of food because it sat out over eight hours. Their $300.00 limit doesn't even cover the food I lost or the money I would have got for the refrigerator. It's to the point where I want to tell them to keep the refrigerator and give me my money back!!! Got a hold of the assistant supervisor of the store and he is going to see if he can get a hold of their manager (delivery) and see if he can have them deliver it early than Sat. Very very very displeased with the delivery department!!!

On 11/27/14, we purchased a Kenmore Ultra Wash dishwasher, Model #66513543N410 from Sears.com for nearly $600. I contacted Sears on 9/5/15 because the control panel was not functioning and the dishwasher would not start. A new main control panel was ordered and mailed to us, and a repairman came 10 days later, 9/15/15, to install it. That did not fix the problem, but he left the new board in the dishwasher (on front panel) and took the original board with him, and ordered the other control console (on top panel).

On 9/22/15, the top console was replaced which fixed the problem, but only temporarily. On two or three occasions since, the control panel has displayed the word drain in red letters without finishing the cycle, and I found the tub of soap sitting in the bottom of the tub along with a load of dirty dishes, so it didn't complete the cycle. I didn't call on any of these occasions since the problem fixed itself after running a second cycle. On 4/29/16, shortly after completing a cycle on pots and pans, ALL of the control lights were lit up on the top panel. We unplugged the dishwasher, plugged it back in, and it began flashing an alternating E2 and F2 error message.

I called the service line again who scheduled a repairman for 5/3/16. The repairman told me that the console that was just replaced last September is bad and has some corrosion build-up. I asked how corrosion could build up in such a short period of time, and he said from all the steam and moisture. I explained to him that I have no control over the manufacturer's production of steam and moisture! I added that I follow the manufacturer recommendations every time: I run the hot water, make sure there's nothing in the garbage disposal, and use a rinsing agent. If steam and moisture caused the corrosion of the console in only 7 months, then this is an unacceptable manufacturer defect. The repairman could only say they don't make things like they used to. I do agree with him, but to have to go through two control panels within 7 months of each other, and within 17 months of purchasing the machine, is unacceptable.

Clearly, there is some sort of defect with this dishwasher and/or control panels. To top it off, he told me that I owed $59 for the visit last week as well as $320.47 to order and install the new part, the likes of which is going to corrode in less than a year!! This is not what a reasonable manufacturer would deem a normal wear and tear course of events. It was a nightmare trying to get a real person at Sears to discuss the problem. Contacting them via the website produced nothing, but eventually I was able to talk to a live person. I had also written a letter to Whirlpool, the manufacturer of its parts, who said that Sears was under legal obligation to take care of the problem, not Whirlpool. When I explained this to the Sears rep, she said there was nothing she could do to help me. I asked who in authority at Sears would be able to help. She replied that "Corporate" doesn't give them any of their names.

Hey, Sherlock, ever heard of Google? I wrote a certified letter to the CEO, Mr. Eddie Lampert, who had his "case manager," someone named only "Nancy," contact me, only to say they would not help me. I asked her over and over why Sears was unwilling to either replace the dishwasher with a non-defective model or issue me a refund and haul the piece of junk away. She would only say that "the dishwasher is almost two years old and you didn't purchased the extended warranty." I replied that it's only 17 months old, and that having to replace the control panel THREE times -- a $400 part installed -- is unreasonable. It was clear that I wasn't going to change her mind.

So, I am left now with a defective, non-working, 17 month-old Kenmore dishwasher. Our family has relied on Sears products for over 40 years, and it's sad to see what once was a very reputable, quality and service-oriented company, is heading towards inevitable bankruptcy due to its poor management. Not the way Mr. Sears and Mr. Roebuck would have envisioned their company ending up. Very sad.

We thought there was just something wrong with the machine, so they offered to deliver another. The second machine was even louder. It was TERRIBLE plus the clothes never even moved during an entire wash cycle! We were fed up and went into the store and asked them to just have someone come pick it up. We were going to get one somewhere else. Well we went to Lowe's and brought one home ourselves. When my bf went to install the new machine, he found out that the initial person that installed the first one did not make sure that the pipe from the pan was lined up. There was a piece of the machine that was tearing up the pan and obviously the machine. He had to caulk up the hole and make sure the new one was lined up.

GUESS WHAT?!?! The new one works perfectly! It's so quiet and works great! All of this could have been avoided if the installation person would have taken an extra 15 seconds to make sure that it was lined up. After not having a washing machine for almost 3 weeks, finding out it could have been avoided was really a terrible feeling.

AND THEN they say that it will be a week before the money is refunded onto my card. No big deal. I know it takes time. Well it's been a week and a half. NO REFUND. I just called and apparently it was never even processed. So now I have to wait at least another freaking week for it to be refunded onto my card. It was over $1100 so that's a lot of money to just be waiting 3 weeks on especially with a newborn on the way. I will never return to Sears again. Worst experience ever!

I now understand why your stores are struggling due to your poor products, service and people. Do your consumers a favor and shut the doors! The aggravation we deal with is not worth shopping at Sears. I will NEVER give you another penny of my hard earned money. I have been a Kenmore appliance shopper for 20+ years, beds/box springs No MORE. Fix your broken system! Even getting escalated to corporate has done no good.

I went to the store to speak to the manager. He called Sears.com and asked them what was going on. The person he talked to told him the order was cancelled in March but yet they continued to accept money from me for the payments. The manager spoke with him a little while longer and hung up. He then got into his computer system that showed the item paid for. He called Sears.com again and spoke to someone else who told him the order was never cancelled but it was on hold because this item cannot be shipped to the store. It had to be shipped directly to the customer's home. So the manager told them to ship it and Sears paid for the shipping.

My table finally came on April 28. The box was completely damaged and I knew it wasn't going to be good. I opened the box and every piece was damaged. I called the store and again spoke to the manager who told me to bring it in. I took it back to the store where the manager refunded the money onto a gift card to reorder the table. He handed me a receipt and told me to call Sears.com on May 3 to get a delivery date. I called on May 3 and was told the order was cancelled and that I would be receiving a gift card in the mail with my refund on it. I asked why the order was cancelled and they told me "for nonpayment". I asked how that was when I had a receipt.

All the person kept saying was "I understand" but couldn't tell me why that happened. I told her that I don't want a gift card or e-gift card or store credit, that I want my money back so I can go somewhere else to buy the table. She told me that they could not put the money back on my bank card, that they have to do it this way. I told her if I did not have a gift card within 10 days I was going to file a civil suit on Sears. They did absolutely nothing to try and fix their mistakes. I have never dealt with so much bs before this. Now I have to wait until I get my gift card in the mail so I can take it to the store so the manager can give me cash. So now it is over a month since I paid for the table and I still have no table and no refund. I will never shop at Sears or Kmart again.

The bottom rack wheels constantly fall off and you have to snap them back on. Then today the top rack broke AGAIN! When I went online to request service, they asked if they could order the part and I fix it!!! Seriously, I purchased an extended warranty and I'm supposed to fix it. Then I say "No, I paid for a warranty to have someone else fix it" and so he agrees to send a technician but he may not have the part, so I say "Order the part just like you were going to do for me if I fixed it." He said he couldn't because he's sending a technician. HOW IN THE WORLD DOES THAT MAKE SENSE? It's cost effective for Sears to sell low quality appliances made of plastic for $900, charge me for an extended warranty and ask me to fix it. I mean I caught all that, but to send a technician out 2 times and still have to fix it, how is that cost effective?

As a note, when the dishwasher broke the second and third times, I tried to contact Managers, Regional Managers, anyone that would listen and much to my dismay, there is not anyone available to take a complaint call. Only these message boards. They don't care if you complain. I would like to rate 0 on the stars, but not possible!

He quickly determined the problem to be a blown fuse, a part he said he normally has on his truck but happened to be out of. So, he left his tools and hopped in his van and headed off to the parts store to pick up the fuse. (While I was waiting for him to return I looked the part up online and saw that it cost a sawbuck.) He returned in about a half hour and replaced the blown fuse. When we turned the unit on it blew again, so he looked in the light socket and removed a piece of the old bulb that was causing it to short. Problem solved. It took about five minutes of diagnosis, ten minutes of labor, and the cost of two fuses. Plus about 40 minutes of phone calls and errand running. For that, I ended up paying what I feel is an outrageous fee (183.00 or about nine times the cost of parts). I feel gouged. I notice the Sears customer feedback survey does not include an evaluation for "value." It's no wonder why.

My lawn mower started giving me problem from October 2015. It was already winter so I did not follow up with Sears at that time. I had to fly out of the country for couple of months and after I came back, I spoke with a Sears associate on 04/12/2016 evening and she suggested me to drop the lawn mower right away at the repair center. It is already been more than 3 weeks since I dropped the mower at repair center on 04/13/2016, I still do not have any response from Sears. I am not sure if other customers have faced the same experience.

April 6th 2014 - When I went to purchase the lawn mower at Dulles Town Center - the sale associate did not want to explain me about the product, it's warranty etc. because he knew that it was a defective item which was going to produce bad fuel even though you use the fuel that they ask you to put on the mower - unleaded regular fuel. He just wanted to sell insurance and extended warranty on the same day because he knew that the mower was going to break soon.

I spoke with a Sears associate on April 22nd at 11:48 AM for more than 12 minutes. During our conversation, he assured me that I do not need to pay anything for the repair. I have the email proof from Emillie from Sears. Emillie from Sears wrote me on May 2nd, 2016 that "Regarding the findings from our investigation, we were able to locate the recordings with the detailed information you had provided to us with the time frame and the phone number that the call(s) were made. At the time that you were advised that the repairs would be covered, that was correct information, as the agent you spoke to was advising that you were still within your warranty period." But so far Lawn Mower has not been repaired or returned.

Someone from Sears has blamed on me saying I have used bad fuel in the lawn mower. When I purchased the mower, the sales associate advised me to use regular unleaded fuel. As soon as I got the mower, I went to the local gas store and purchased regular unleaded fuel and put it on the new sealed cap gallon and I was using that fuel only. I have not given this mower to anyone else nor I have allowed anyone to put bad fuel. My assumption at this point is you gave a defective mower that is why it produced bad fuel.

I thought he was going back out to Van to write a receipt and he just left. Called Sears, talked to Gabby. She was so sorry for a bad tech and repairs service. Again, she stated she would set up another appointment and send someone from Sears, for 200.00 and something, that included parts, labor & repairs. This is what Sears told me when I set up the first appointment. Sears, also stated that the 125.00 was for the diagnostic (to tell them what was wrong) that was never ran. And, that there was nothing she could do about the 125.00 I already paid to a rip off artist that works for Sears. I told her I would not be setting up another appointment, and pay another 200.00 and something on top of the 125.00 already paid. That, I was reporting Sears and in the future I will buy my products from another source and I would not recommend Sears to anyone. Sears never sent an order number out that I am aware of.

The manager came by and cited he could not override the system. He would have returned them based the defect but the corporate office would not allow any returns after 30 days. NO exceptions. That's appalling. I am now out the cost of the items that I cannot wear. I called the 800 number that was on the receipt and was told the same thing. The items were defective and I was two days past the 30 days policy. If I had returned them 2 days earlier, they would have refunded my return. Does that make sense?

Several calls later and not getting anywhere we went ahead with another company and changed garage door. By the way we were told that the type of door Sears had told us could not be installed because it required removal of a panel in the wall which was a support beam. Therefore the $500 spent for electric outlet was not necessary and a waste of money. Lo and behold 2 months later Sears calls with the news "we have your door." We try and tell them we were told that was a scam and trying to get charge reversed etc. No, this time they do have a record of that person, everything was legit and they want their money back. This is still in dispute about 7 months later. If anyone has any idea what to do please let me know.

My other option is to just live with my 1600 fridge and not use the top shelf. Wow... I have asked for several other solutions that Sears might consider for us in light of the set only being 3 years old and the fridge never having worked properly. They simply state you should have extended the warranty on the freezer too... Wow – it was purchased as a set and I should have expected them to both work for at least 10 years. It took 2 mos of unanswered emails to receive zero effort on the part of Sears to make this right.

After 2 years I called for service not cooling properly. Tech came and check low freon. Pump more freon, work done. Works for that summer and the next summer I got to call again. Low freon, they could not find the leak. The same thing, pump in freon works done. And I have to call back the same summer for the same problem. Now they found out bad coil that need to be replaced. They could not find the same coil, so they replaced different coil that not fit the existing duct so I got to pay for new duct because not cover under warranty.

Since this new coil replaced for 5 years I got to call every year. Every technicians who came for repair they have different kind of reason. Two times different years they fill up sealing chemicals to seal small holes. One time the tech came and blaming outside gas valve leaking and replaced but nothing wrong with that valve but it was easy to replace and to say work done. All these years I used to call mid of summer. But this year when the first time I turn the air condition on the compressor will not turn on at all. I called for service and the tech found out zero freon. He could not find the leak. He dump the whole freon and it works, work done, case closed.

Now it is time to call third party for advice because my warranty will expired soon without any solution. And I got advice to call back Sears and ask the coil need to be checked. I called the second day for schedule, specifically somebody need to come and check the coil but they told me the job completed two days ago. But I request new service order. The tech came and opens the coil box for the first time. And he said I got good news and bad news. Good news is, "I found the leak". The bad news is the part is not covered under warranty because this thing happened because of the rust and he gave me the print out of statement $750 and told me to call back whenever I am ready.

After I took some advice, even though all this rust and mess happened because of Sears lazy technicians that should find out early, I decided to get fixed first and I will fight letter. I called after two days for replacement. When the technician came he don't have part with him, he don't have information what's going on. Just he starts diagnosing from the scratch. I explained to him what's going on and I expecting for coil replacement. He is well-experienced tech that for the first time I met. He did stress test by putting hydrogen. And he checked everything, no leak found even the coil. The first tech was without any test just by looking the rust he decided the leak is there. I told him, "I been told I need coil replacement". And he said, "The coil is fine. The leak is somewhere on line so I am going to put some chemical and I will be back Monday and I will find out where it is". And he left.

Monday Sears came outside without any call. I opened the door I saw different technician. Start over from scratch again. Now I gave up and wait until he finishes his diagnostics. Finally he came with statement printout receipt of $1600 and explained to me, "There is the leak on the coil because of the rust that void your part and labor warranty. Whenever you ready call us" and he left. I bet you if I call back now I will hear different story. This was what's going on the whole years and finally they blaming mother nature void my warranty. Now I don't know what I am going to do. I tried to call their head office. No way to get the right person .

Now onto the electrician - they pop in and out, set up inspection, and not being onsite when inspector comes out, leaves it up to me to be home. Then they would call after I have spoken with the inspector letting me know they are supposed to be out. WTF. Is this what I'm paying Sears for... I have no job book, scope of work nor any Ideal of the contractors that are coming to do what job. Like someone said in another review RUN, RUN, RUN, AND FAST. THE SALES WOMAN DOESN'T EVEN HAVE THE DECENCY TO CALL OR EVEN HELP OUT. WENT ONTO THE NEXT JOB. WOW.

I had ordered a deep freezer before my terrible demise from Sears and considered them a reputable company. So, I placed my order with them and it was due to arrive on May 2nd, I'd get my beds just in time!!! Wrong, my beds was delivered too early, without notification to me, and left at front door, and I've tried unsuccessfully to get this rectified through Sears.

I contacted the leasing company and explained the problem and was told that if the items were returned within 30 days, I would receive a refund of all money. I contacted Sears and told them I needed to return the washer/dryer. Sears picked up the washer and dryer on 4/05/16. The leasing company has continued to debit my card for an additional $321.00. When you add the down payment, they owe me close to $500.00.

The leasing company says Sears has never reported the washer/dryer returned. Sears staff say they have nothing to do with it. The staff in the Sears store including Brian, who said he was a manager, are unbelievably incompetent and absolutely refuse to help. I have never had worse customer service. Between the staff in the store and the "Sears customer solutions" teams, I was essentially told that the leasing company is a 3rd party and they cannot get involved. There is apparently no communication between Sears and WhyNotLeaseIt. Beware. They will continue to debit your account as long as they can.

I can assure you, I will never ever shop at Sears again. However, I think that will be taken care of very shortly after you close your doors. Do you think customers will put up with the way you operate you company? I have never been this pissed off in my entire life. We will be remodeling our kitchen soon. We had decided to purchase the Kenmore Elite appliance to replace all of our kitchen appliances, but I can assure you will purchase them elsewhere even if we have to pay considerably more for them. I hope you will go bankrupt as soon as possible. I am sure people who have gone through the experience I had this morning would not take the time to write you. They would simply hang up and purchase their appliances elsewhere.

Today again I called and was told "Financial office will call you in 24 hrs" not an email and will get a refund. Again a night email, that I am not covered even that they cashed the $39.99 check for the plan and no refund. That the plan starts next month. Not what I was told in the first place when I purchase the SEARS WARRANTY PLAN for Appliances. Do any had the same problem? I am calling them again. Is poor customer service that are not in the USA and clearly do not know about cheating when they confirm a service with a certain amount that later is changed like bartering. I want my refund. I want to cancel the plan, is WORTHLESS.

This has been going on since February! I need to hire an assistant to just deal with this nightmare. Oh and did I mention the woman in the condo has a severely disabled daughter and is having to deal with this? They will only send the same incompetent repair people back to again try to resolve the issue - these are people who have not only caused damage to my condo but to the people below - we are talking a flood here! NO ONE CARES. Since the great flood a month ago NOT A PHONE CALLBACK OR ANYONE TO RESOLVE - SEARS SUCKS - THEY DO NOT CARE ABOUT PEOPLE. I have never in my life written a negative customer service comment. This is how much they have upset me.

Well, when they finished and left my house I went to the gym and when I came back two hours later the refrigerator was rattling like a machine gun. I contacted Sears repair and have them come back out to my house to fix the problem that they created. I had to fight to get them to come out the same damn day because I couldn't postpone them coming out after they made a mistake and I would be hearing the rattling of the machine gun in my refrigerator. Well, they came out to my house and that counts as the first completed trip after I bought the insurance policy.

Several days later the refrigerator again was not making all our food cold and once again we had to remove it and place the food in our refrigerator in the garage. What a hassle this is because your service man can't properly fix our refrigerator. Well we called Sears repair and another repair man came out to our house and asked me what was wrong with the refrigerator. I said to him "don't you have any records of what the previous repair man did with our refrigerator?". He told me, "No, I don't." They obviously didn't record records and the Sears repair service system.

This is outrageous needs to be reported to a regulatory agency outside of Sears. Well, the gentleman came to our house and said the Freon was not enough in the refrigerator so he injected some Freon into it. We waited a few days and he was going to come out but did not because I told him over the phone but it seem like it was working.

Well, again several days later the food was not keeping cold in the refrigerator or the freezer. So we had to call Sears again. Once again, I had to take off for hours waiting for the repairman to come to the house and only telling me that we needed to order another part and he would be back to fix it. That was the fourth time I had to take that off for hours of my work because of this poor refrigerator and Sears poor service. Today another service man came out to the house because we had received another part that he replaced but could not guarantee that the refrigerator was fixed so he said to see how it goes for 48 hours. This is the fifth time I had to take off for hours because of your lousy company products and service.

The problem I have that I'm also going to challenge either with a lawyer or an outside regulatory agency is that he told me that him coming out today only qualified as the second completed trip. This is absolutely not correct and I will fight it because the first trip back to my house that was completed after I bought the warranty insurance program from the first repair man was the same day because as I told you they did not fix it properly and it rattled like a machine gun. They did come out and fix it the same day so that counts as one visit.

So only one visit is left and you will have to provide me with the new damn refrigerator because I am so sick and tired of this crap from your company of Sears in products and services after my wife and I have spent thousands and thousands of dollars at your store which we will no longer provide to Sears because of this. I am also going to be posting my comments on Facebook and also on any sites that allow me to provide feedback about Sears products and repair services. Your company should be ashamed of itself and some governmental regulatory agency should be monitoring your poor service and products.

They drilled holes in our ceiling and walls in areas other than the kitchen, to do the electrical work, which they patched up and left for us to paint over. They called it a refacing as it wasn't a complete remodeling and refused to replace shelves that were already good. We paid a ton and we've got mismatched shelves. We started with high hopes and then moved to getting incrementally disappointed at each step. UNBELIEVABLY ATROCIOUS.

The guy came and I showed him the video and he said that he can’t fix the dryer and would need return it. I asked him if he was going to let the office know and he said that he would right away. I talked with Customer Solution dept and they said that he did not call or write the note and they want to send out another technician for a visit. Now this is the fourth time they want to come out for a simple dryer problem.

Meanwhile I have to keep my life on hold for 3 weeks, wait around for them to come, take my heavy laundry to the laundromat every day. All for what? They sold the faulty dryer, sent the wrong technician who couldn’t diagnose the problem, had an incompetent customer service rep who sent the tech to the wrong address, another tech who didn’t follow the protocol. Who suffers in the end? A valued customer like me who trusted a name like Sears to do the job efficiently. All I got was a runaround and waste of my time. I am developing wrist pain because of having to carry the laundry. I have followed everything they asked me to do. I cannot bear to wait around for another person to come out or have to talk to someone and explain everything again. Please help! I just want a dryer that works!!

The incident went as follows: on Saturday, December 19th, while cooking a 12 lb. rib roast at 250 degrees, after only 2 hours, the oven probe that I was not using nor did I set alarmed at 176 degrees. I opened the door to the oven and found that the roast was slightly burnt and that my personnel meat probe that I had used indicated that the internal temperature of the meat had already reached 120. The meat should not have reached this temperature for at least 4-5 hours. I was shooting for 125 internal temperature.

At this point I could not clear the oven probe icon from the oven, nor could I see what the real temperature of what the oven was because the probe temperature was posted on the display (176). Even when I turned the oven off, the probe icon stayed on but the probe temperature would disappear. When I turned the oven back on BAKE, the probe icon was still there with a 176 in the display. I could not get the actual oven temperature to display under any condition. For over 36 hours the oven probe icon stayed on the front of the stove and continued to randomly alarm that it had reached temperature even though the oven was not on.

On the evening of December 20th, I called 1-800-MY-HOME and set-up an appointment for warranty service. On December 29th, the service man arrived for what I thought was to repair the oven. For more than an hour he was here using a Fluke meter to measure the oven temperature, but could not get the oven to duplicate the original scenario although the temperature, while set on 350, was overshooting the set-point by as much as 50 and dropping more than 30+ degrees below set-point before the burner would come back on. (This was after the oven had more than enough time to stabilize the temperature.)

The service tech said there was nothing he could do for me because Sears will not allow a repair if the unit does not malfunction during the service call. I could not dream up the scenario above. After wasting more than an hour of my time, it was after 5:00 p.m. and I suppose he wanted to get home to dinner, NOTHING was done to the oven. He told me that the unit was still under warranty and the problem was on record; if it were to happen again, it would be covered under warranty because it was reported under warranty.

Incident #2: Sunday, February 7th, while cooking pork ribs at 250, after 2 hours I pulled the ribs out and unwrapped the foil to sauce them only to find that the ribs were still nearly raw. At 2 hours they are usually fully cooked. At 3 hours they are usually fall off the bone tender. I called 1-800-MY-Home and explained the situation. When asked about the warranty, the Sears associate said that because this was an existing problem with the temperature control, all would be covered under the warranty. On February 16th, the service tech arrived at my home. I explained the two incidents to him and his response was "THIS IS a NO Brainer; the control board and temperature sensor needs to be replaced."

As he appeared to be gathering prices, I mentioned that this was under warranty and there should be no charge to me. His response was that the service charge is waived under warranty, but I would have to pay for the parts ($312.00). That is how his service call was coded. I informed him that I would not pay for the parts because this control problem should have been corrected during the first service call. I was informed that the problem would be covered under warranty seeing how the problem was reported during the full warranty period and nothing was done to correct it. We parted ways.

For the next three days I spent more than 4 hours on the phone to receive a response that would be favorable but was only informed that there was nothing that Sears would do about the problem; I was out of warranty. The last response, March 8th, was by e-mail and it read as though for me to send in receipts and possibly be reimbursed. This is a very unacceptable resolution.

Question: why when it was Sears responsibility to repair the oven during the full warranty period, the service tech would not honor my experienced event with the oven, but when, according to the service tech, I was responsible for the cost of the parts, it was so obvious of what the problem was? I am 58 years old and in my third home; nearly all my home appliances have been purchased from Sears. To the best of my memory, I cannot remember having to have a repairman during a warranty period. There is no doubt in my mind that this oven should have been repaired under full warranty. I am a Maintenance Manager and deal with thermo-couplers and controllers all the time. The deviation from set-point before responding to maintain set-point is way out of line for any type of baking.

Although I have not experienced any incident as severe as the first incident, the oven cannot be trusted when set to cook at low temperature and is terrible for baking due to the large swings in temperature from set-point. I would not think to leave the house while there was something cooking in this oven. This being my first experience with a Sears warranty, I am very disappointed and hope that this explanation with the sequence of events will have you reconsider your position and repair my oven as it should have been repaired under full warranty. Thank you.

On March 12th, I received an email - thanking me for my correspondence, but absolutely nothing was offered to correct the oven problem. Sears is no longer the American company I grew up with. They work the statistic as most companies have come to rely on. Exhaust the customer, there are more where they came from.

The guys that came in to put knobs on my existing good conditioned cabinets totally ruined them. They drilled hole and put handles in slanted and misaligned. When they were told to fix it they just left the other holes which were visible. They basically ruined our existing cabinets and now are giving me the runaround regarding credit or fixing it. Till this day I have tried calling several numbers to reach a complaint department, as the sales rep that I am supposed to be dealing with is absolutely not help or even present ever. I am so extremely unsatisfied with Sears.

We contacted Sears again to see if we could get a credit not a refund towards the purchase of a different mattress and they gave us a list of guidelines we had to do just to file a claim such as take the king mattress off the box springs and take pictures. Also to have to take pictures of how much the mattress was sagging. As I mentioned we are seniors and that would be a difficult task for us to do and Sears will not send someone out to inspect the mattress to verify our claim. This is the worst customer service I have experienced in a long time and I would never recommend Sears or Beauty-Rest to anyone, not so much that the mattress is very, very uncomfortable but because Sears has no idea the meaning of Customer Satisfaction!

Here is Sears money game... to be the best price and still make repairs every year for the 5-year warranty at $150 X 4 = $600 added to the cost of the original purchase invoice. Voila, it's a moneymaker and they have the best prices around except the system never works. Do you want to call Sears every year to come get my ac unit working??? No, did not think so. And they are so matter of fact about it all. Easy to be smug on an 800 number somewhere in Timbuktu.

I don't even want to talk about the new LG stove, fridge and microwave we purchased from Sears. "Do not buy LG products. Buy Samsung or so," I'm told by the repair guys who see what's breaking down and what is not. I also don't want to talk too much about the company I work for who builds condos and of course provides complete appliance packages for customers. After 200 kitchens 2012 - 2015 Sears has yet to show up with all of the right appliances, color, model, make etc. Never once have they delivered accurately. We have been going to Rona, Walmart, Home Depot, Costco all with spot on service and easy return... Go anywhere but Sears. What the hell has happened to Sears??? That's all I got to say about that.

On Monday, April 18, the appliances were delivered to my home along with 4 appliances from a separate large order. The installers, your vendors, asked to use our tools, which seemed strange. The washer and dryer were not installed, as there was no stacking kit included in their delivery. The installers informed us that this was a part we had to order from Sears, and left the washer and dryer at my home. This is a $20 kit that essentially includes a couple brackets and what amounts to nothing more than weather-stripping. I'm not sure why this didn't come with the appliance, or at least get included on the truck just in case the customer needed it.

I called Sears to ask about this, and the delivery representative first rescheduled the installation for Thursday, April 21 and informed me that I would receive a confirmation phone call the night before. I was then transferred to another department to order this part and was informed I just needed to call around to check which local Sears stores carry it, and pick it up myself. I checked online and saw that the nearest store to me carrying this item was in Florida, which seemed improbable. I eventually saw I could have literally gone into any hardware store and picked up this part and made it available to the installers while they were at my home, but not one person up to this point told me this.

After this confusion, I ended up getting this stacking kit on my own from a competitor, which took a whopping 5 minutes. Wednesday, April 20th, I waited for a phone call from Sears to confirm my installation time, but never received one. I made several attempts to contact the company to confirm, but my call was after hours (something you only find out after answering voice prompts and being put on hold).

Finally, this morning, the day of the supposed delivery, I spoke with a live human who informed me that unfortunately they cannot deliver today. I took the day off of work for the 2nd time this week only to not have my washer and dryer installed. I insisted I need this done today, that I have children that need clean clothes and that I should have been informed the night prior if there was an issue with the delivery date I was promised. I asked to speak with a manager, who escalated my issue and told me I would receive a callback. I didn't.

So I called to follow up and was assured that they'll be here to finish the installation tomorrow, which is Friday. That is completely unacceptable, but don't worry, they understand my frustration with [insert whatever I last mentioned here]. I asked for a refund or credit and they gave me the number for customer service. I don't have the name of every representative I spoke with, but I remember Hope, Faye, and Amanda. I've called, I've escalated, I've been assured by everyone that they understand my issue (great adherence to script, by the way), but that doesn't get my washer and dryer hooked up, that doesn't clean my clothes, that doesn't make up for the time missing from work, and that doesn't provide any reassurance whatsoever.

I'm not writing this because I feel entitled to preferential treatment. I'm writing so that someone, somewhere in the chain of command of Sears corporate will take a look at how their customers are treated and perhaps adjust their business model. Maybe off-shored call centers and automated redirection of consumers seem better for your bottom line, but losing customers will surely hurt it. I've checked online and I'm saddened to see many, many (as in thousands of) complaints similar to my own. This is really disheartening, as Sears was a brand I grew up with, it was always solicited by my family and was considered the gold standard for the appliances and tools retail sector. It is sorely obvious that this has changed, and rest assured that our business will reflect the same.

To recap, our abysmal experience had the following issues: Online order was cancelled; Representative did not ask if I needed parts required; Installation team came without proper tools and without spare parts; Was told I had to call around to look for availability of parts (which are actually available practically everywhere) and had to reschedule installation; Delivery center promised me an unavailable date for make-up installation; No prior night's phone call to inform me that there would be no installation; Lack of help when calling to find out installation status; Personal inconvenience to my home and work schedule.

My fear at this point is that there will be an operational issue with one or more of the appliances and I will be forced to deal with the same ineptitude all over again. I will be sharing this letter, and I hope it reaches the appropriate parties to rectify this awful experience. If this kind of thing happened in my line of work, heads would roll.

After the windows were installed I continued to inquire about the HVAC. I finally contacted HERO who was financing the project and they informed me that Sears had contacted them to cancel the HVAC aspect of the contract. HERO advised them that they could not do so without our consent. This is what is called a bait and switch scheme. Now I windows but no HVAC. I am still under contract with Sears and cannot obtain another contractor. Have not been able to discuss with supervisor and only the sales rep who initiated the contract. This was a very disappointing experience with Sears.