Sears Reviews

In the past 40 years I have purchased many appliances from Sears but this one is my last one. Sears is not standing behind the warranty and warranty was not fully explained. If warranty had been fully explained I would not have purchased the 5 year warranty. Shame on Sears. It was a great company to buy appliances from for many years but no longer. If you are contemplating an appliance purchase from Sears - do your research and for sure do not buy an extended warranty without a full explanation.

It was several days before the tech could come out. Several days without hot water is horrific! When he showed up, he looked at me with a smirk and explained that the good news was that for $300+ he could have me back in hot water that night. He needed to drain my tank and reset a hot water shut down code. I told him I could hook up a hose myself, thank you. And then he said, "well - I'm the only person who can reset that, so good luck! You can call a plumber but nobody else can do it."

Needless to say, I told him where to stick his hot water and went inside to get my checkbook to pay him. When I came out he was driving away. I called Sears the next day to complain and explained to them that I had researched the hot water override and that the manual said the part needed to be replaced which should have been covered under my warranty. They told me another tech would have to come out to order the part and assured me I would not be charged for two service calls. Guess what? Sears charged me twice and is threatening to send me to collections over a $79 service call they promised they wouldn't charge me for.

On Saturday 4-9-16 morning the Sears delivery person called and left a voicemail saying he wouldn't be installing the item and I would be contacted by Sears installation department. Then when he arrived he said the boxes have been opened because I needed to make sure all the parts are in the box for installation and everything looks good, it's all there. He also explained he is not qualified to install the Gazebo and provided me with the installation department number.

I then called Sears installation department, 800-497-4402 and was told by the rep on the phone installation had been scheduled for Tuesday. I informed the Sears rep this was unacceptable as my husband and I work during the week which is why we paid extra for the Saturday delivery and are hosting a party this coming Saturday 4-16-16 and purchased this item from Sears because it could be installed the same day (4-9-16). The Sears rep only offered the installers phone number, and refused to offer any other resolution. After many calls to the installation company and Sears Installation rep we agreed installers would arrive on Sunday at 5:00 pm as long as I paid an additional installation fee of $170. The Sears rep also promised to process a credit of $170 to my credit card to compensate for this additional expense.

The installers showed up at 6:10 pm on Sunday and after inspection of both boxes (only one was previously opened) determined the Gazebo metal roof parts were badly bent and not repairable. There were also missing pieces. I then called installation again to advise and was asked if I'd accept the Gazebo in my possession for a $200 credit which I informed installation this was not acceptable as I cannot repair or use this Gazebo and need a replacement delivered asap!

Only after much discussion was the rep agreed to pick up the defective Gazebo and deliver a replacement Gazebo on Thursday, 4-14-16. In addition to all this, the two men that were sent to install are not a professional presentation of Sears to say the least. I have advised the installation company that if these two men are the only ones available to install the Gazebo they will not be allowed inside our home for any reason when potentially installing the Gazebo this coming Thursday.

This has been a VERY frustrating and unpleasant experience with Sears. If we didn't need the Gazebo up by this coming Saturday we would be cancelling the order completely. In my profession customer service dictates the potential return and referral of clientele. If my customers had the type of experience I just had with Sears I would never receive a referral or return client and would be out of business.

Now they are denying the credit of $170 and $200 saying their reps never promised this to us. Interesting when I've told them the employee's name and employee number who did state this and Sears was recording the calls yet they say "no that was never said." So sleazy. We did get the replacement Gazebo yesterday and I had to take the day off work just to meet the delivery guy and have to take off work today (Friday) to be here for installation. Overall this cost us way more than competitors offered it due to the days off work and lack of willingness to honor the credits Sears promised. NEVER buy from Sears! I hope this email makes it to everyone thinking about ordering products with Sears. They are SO incredibly horrible!!

I am very happy with his service and I can already feel the difference in the air in my apt. I had called other technicians before TWICE and they just came, moved the stove a little and left it the same way it was. People are so mediocre sometimes they just want to get paid by doing nothing, they don't think about the well being of others. I had been breathing gas for a long time now thanks to those technicians that came to my home and did nothing. Tonight I think I will finally be able to breathe, no more asthma thanks to Mr.**! I will continue to use their services.

Anyway, so I had this fridge for 1.3 years and now the fridge is leaking and the freezer is not cooling. I called Sears and they said that my warranty had expired and that I need to pay $100 for the technician to come fix. So the tech came, he didn't even take the fridge out to diagnose and immediately told me I need a new fridge and that this fridge is of no good. Too many things wrong that is best to buy a new one with the money I will spend on fixing. I was furious, so I called a local appliance repair person. He came and for $200, he replaced the fan and the fridge is working.

Sears is the worst cheating company. Well at least their warranty and repair department is. Their main goal is to have you spend money to buy a new one. So all in all, I have spent over $1000 on a cheap piece of crap. Do not buy their warranty and get someone else to do the repair if necessary. THEY LIE TO YOU AND WILL TELL YOU TO BUY A NEW APPLIANCE WHEN IT IS TOTALLY REPAIRABLE.

Original Review: April 14, 2016

I had a repairman come on March 31 to repair my icemaker. The repairman said he usually carried the part - but didn't have one. Expected delivery date was April 9. On April 12, I called because I had not heard from Sears and they said the part had arrived and schedule me for Thursday April 14 from 8 am to 12 pm. I received 2 phone calls - one to my cell and one to my home phone on Wednesday April 13 confirming the appointment. I checked the website this morning which was updated at 7:47 am showing that I am scheduled for today.

I called the line at 11 am just to confirm the exact time if we could and the service rep told me that I am scheduled for Monday and that the part was not in. I asked to speak with a manager, waited on hold for 10 minutes and then got disconnected. I had to start the whole process over again. So what should have been a 30-minute service call (according to the original repairman - if he had the part) has turned into a potential 12 hour/3 day inconvenience--with Sears repeatedly giving me incorrect information.

Two weeks later he arrived but said he could not get all the parts we needed so he was putting in for a replacement. We loved our cooktop and we were not looking forward to having to find a replacement. Sure enough we found out Sears no longer works with Jenn-Air to get the same type of unit we had (ours is one that has a replacement cartridge on one side, downdraft in the middle and a grill/griddle on the other side.) So we have searched every product Sears carries and we can't find anything the same except for the downdraft. We have talked to Sears many times and I was told today they would provide one that has the downdraft but otherwise we had to take what they had. I feel that if they can't replace it with what I had then they should give me the money to get one somewhere else. I would even be willing to meet them halfway.

We went online and found a unit like we want at a Sears Outlet that was over a hundred miles from our house. There is one problem to finding that unit since it is sold without the cartridges and since Sears no longer works with Jenn-Air we can't get the cartridges to make this unit work. But they will not buy us the cartridges to make this Jenn-Air work for us. So they are not going to replace our unit they are making me settle for something that does not work for us at all. I have paid them my money in good faith that they will do what they say they will do but it seems that is asking too much. Is there anything that can be done to actually replace my much loved Jenn-Air with grill/griddle?

What has happened to Sears? It is no longer the trusted brand that we all were used to as our parents' generation. I will never trust Sears. The once great Sears brand is DEAD. I still do not have a washer and dryer delivered. Who knows if and when I will actually get it. They have my money. The reliable brand of Sears is gone, no longer the great American company. Very sad day. In my life at 56 I remember as a child receiving the Christmas wishbook was very exciting. That fondness for the Sears brand is damaged beyond repair. A $200 credit is not going to help when I have lost over $400 in wages and still have more wages to lose in scheduling another day off to receive the delivery which is not guaranteed to actually be delivered.

We have no phone number to call previous owner. Phone has been cancelled. We feel contract should be honored and we should not have to deal with providing confirmation from previous owner. Documents we have clearly state it is a legal agreement. I consider this fraud for collecting a fee for a maintenance and repair contract, and the not fulfilling contract terms.

After a week of calling continuously, they said they would replace the dishwasher. We finally received a call saying they would be here Monday and would call us then. Of course never heard from anyone so I called, yet again. I was told our dishwasher was picked up and on the truck but they would not be here until Wednesday to install. So now after being told they would be here on Monday, now they tell me Wednesday. So as I sit here writing this review I have a brand new, two week old Bosch dishwasher that I can't use.

The next appointment I had the SEARS technician NEVER showed up after I waited for 4 hours for him. When I called the main SEARS number to complain they said he got stuck on another job. The customer service Rep on the phone then put in their system that I had cancelled the appointment. Again another lie from SEARS. Don't waste your money, these SEARS service contracts are not worth the paper they are written on. The company should be put out of business. I filed a complaint with the Better Business Bureau which I suggest that everyone who has been scammed by SEARS do. They were able to help me get my money back.

April 7, 2016, another Sears repairman came and stated that a necessary part had not been ordered by the last technician so he ordered it. I called the Protection Agreement company as well as their Consumer Solutions Department and no one could or would help me get an acceptable solution. Each department said the other one was in a better position to help. Stated it was up to the techs to declare it unrepairable which the tech supervisor refused to do, yet 3 weeks after the first visit, the washing machine is still not repaired.

This is ridiculous. The machine isn't worth the cost of the parts and a new machine would not cost more than the parts. Time off from work, having to run to the laundromat, and just being completely frustrated with Sears has me determined not to purchase any more new products from them if I have other options and there are always other options. Some of the customer service reps sounded sympathetic while one particular female sounded as though I was annoying her. I was never rude but at this point, my patience is gone.

I decided to call Sears again this morning to try and get my refund. After 7 phone calls, and reps giving me 3 different numbers (one rep sent me to a department that hung up on me while I was on hold), I finally got a hold of the Sears Contractor Group and I asked for a refund. I was again: asked for my card info and was told that the refund would be issued in 7-10 business days. I don't trust them, and I believe they scam customers. I decided to call my bank and talked to the claims department. Within minutes I gave all the information about not being issued a refund after waiting a month and a half - and voila, my bank rep said they would issue me the $215 tomorrow. Don't order from Sears, don't get an install from Sears. There is a reason why their prices are so low. Horrible customer service that is outsourced.

Six months later the same problem occurred again with this sears dishwasher. It stopped cleaning unless it was in the heavy duty wash cycle, plus the door no longer seemed attached as when opening it fell where it once had a spring. We again scheduled a sears tech to follow up. When removed to our dismay, it appeared that the dishwasher had an upper internal leak. This leak obviously started when last reinstalled as the complete steel frame, and steel springs which once held the door had completely rusted and disintegrated. The wood floor also had severe wood rot complete with mold spores everywhere.

The sears repairman noted all this damage, then told us he had to go to the van to get all the necessary parts. 50 minutes later he returned with a message from his boss that our warranty had expired. When I said it was for 5 years, he embarrassingly said we were obligated to call once a year to check this new Sears kitchen Aid dishwasher. My wife informed him a Sears rep had worked on it 5 months prior. This second sears repairman said he was just the messenger and had 9 other appointments and had to leave.

When I asked this Sears repairman his name he said he did not have to provide this information, but gave me instead his tech number which is ** whatever this mean and a bill for $1,392.34 in case we wished it repaired with a verbal option to simply buy a new one. How many folks remember common courtesy with Sears products? Welcome to 2016, where Sears appliances and their once mighty reputation of integrity has been replaced with profits and dishonesty over customer satisfaction.

The service guy was in a complete rush to get out of our house to go for LG training. He made a huge mess, left broken glass on the floor (I have a 1 year old kid), mud on the floor, and to top it all off, he was so incompetent he required the assistance of another technician the entire time he was at my house to tell him what to do next. He deemed it not repairable and said Sears would be in contact with me.

Next day, (Thursday, next day was Good Friday) we got a call from Sears Buyback Program. They were looking into buying it back from us. Great! At least something is being done about it, right? Ha. We got a phone call a couple of hours later, "No we're not buying it back. We're going to send another technician out next week. We believe it's the compressor, which has a 10 year warranty." So I have no fridge. I've got a toddler to worry about feeding, but it can wait until next week. We told them not acceptable and we'd like a technician that night, and not the same one as before.

The technician showed up that night. He was great. He showed up without a compressor, but at least we have someone reviewing the fridge, again. He rolled his eyes when I told him the other technician did nothing, not a single repair, as though he wasn't surprised. After some troubleshooting he told me it was the electronic board on the back of the fridge (not in the sealed unit) and it would cost me the parts and labor (probably a couple hundred dollars). Not a problem. At least I'll have a fridge. Let's order it! He told me we'd be in contact and that he would have the board put on rush because a fridge is a necessity.

Tuesday we called just to see the status and they said, "We'll have a technician out to replace the board on Friday." Friday rolls around. We got a phone call at 8:30 a.m. saying, "No technician will be coming to your home. Your fridge is faulty in the sealed system and it's not repairable. We will not be reimbursing any money to you and basically you're SOL."

Not really what you want to hear after 3 weeks of countless phone calls with Sears and Samsung (who refuses to help out in any way). A $4000.00 fridge, is not repairable after 1.5 years of ownership, and the company who sold us the fridge won't back their product? Unacceptable. I'm not asking for a brand new fridge, although, it's barely out of warranty. (Compressor is still covered but let's avoid that topic altogether.)

All I'm asking for is for Sears to show some empathy to a loyal customer. A deal on a new fridge, or a small rebate, anything. They simply refuse to help us and I'm sure we're not alone in this matter. It shows you the path the company has taken and perhaps why Sears is a sinking ship. The customers they still have, should try to be retained. I know personally, we won't be returning customers. Especially sad that we've been tens of thousands of dollars at Sears in the last couple of years.

I'm looking forward to the day where I see companies back their products again. The assumption is a major appliance would last over 10 years, like they used to. We'll be purchasing a brand new fridge, again, in hopes it'll last more than 1.5 years. It won't be purchased from Sears and I'm hesitant on purchasing a Samsung after the incredibly poor customer service on their end. I'm a big Samsung advocate and will continue to purchase their other products, I'm sure the fridge I bought was a lemon, and all the recent reviews on that model of fridge seem to solidify that statement.

I've been on the phone with at lease 20 different representatives and at least 4 were to call back; still waiting. Even a trip to the local store provided no help. An email to the third party supplier, SPT, provided the "Ship it back to us in California and we'll have a look." The warranty is one year by an authorized servicer (expected that to be Sears). Nowhere does it say it's a carry-in warranty. Do you take your trash compactor or dishwasher in for service under warranty? It's about the same size. The wine cooler is built-in in a third-floor vacation condo. Never again with Sears - online or in the store.

Overseas states - "this is a 3rd party and we have nothing to do with this". And after calling for over 6 hours of my time, overseas promises me that the replacement order has been reshipped but cannot give me shipping information yet but will email me when the customer gives it to them. That was over 2 weeks ago and still no email and no order. Then I get a email stating, "not to worry, we credited your account" and give you your money back. We give you 10% for your 7 hours of worry with us. The 3rd party company that Sears used was DiamondX and they claim to be in Marina del Rey, CA and at a address of 578 Washington blvd, and that their phone number is **.

When I looked that information online, it clearly stated that the phone was a home line phone, and the address was a UPS shipping station address, and was not the DiamondX company. I believe someone in Consumer Affairs needs to check in on Sears and see what they are giving as false information to the customers and false delays. The bottom line is clearly this, when a company like Sears clearly advertises a $1,300 diamond for only $11 and no shipping charges, it is a scam. I believe I am not the only person that is having this problem with Sears and believe that the ordering center needs to be closed down until someone checks about all the things going on.

This machine is a rip-off. First of all it is a "LG machine" branded as " Kenmore." When this was sold to me I specifically said that I did not want any LG products. I am so upset with this purchase, and the service that I have received so far. In one of the multiple calls that I made trying to solve this problem one of of the service attendants "a lady" told me that this is the way this machine works with a "high performance." I tried to explain to her that my machine is "low performance" and she just told me that this is what I chose. This was not what I had chosen.

The machine that they told me I was buying was high performance and a great top of the line quality. This is not what I received and am highly dissatisfied. When I was in the store I was tricked by the salesperson who gave me false information about the customer satisfaction and performance of the machine. When I called the protection plan to see if they could help me fix my problem they kept driving me in circles to waste time so that the deadline for me to switch out the machine would pass. If you want to buy this machine I am telling you now, save your money and time, buy something better.

Our dishwasher has also been a complete nightmare. We had ordered one and, our mistake, it was the wrong size. When we ordered the correct one, we did not receive a call for installation. Three weeks later, I received a call saying our dishwasher had been sitting in the warehouse so they're wondering when we want it delivered. They told us an installer would be contacting us to set up the delivery. One week later, we received another call from a woman who told us that our dishwasher had been backordered and won't be in until March 31. How is our dishwasher backordered when we had been told it's sitting in the warehouse waiting for a delivery date? We ordered it early February... How on earth has this taken so long and why is there no consistency in what we are being told? We will never be customers of Sears again because this two-month experience has been beyond aggravating.

After phone calls and emails over the next 3 months to everyone I could contact including area managers, customer care (that's a joke they couldn't give a damn) none of whom responded, we finally got a fitter here March 28, 2016 who is now working on it. I am hoping he finished today. We then have the Building Inspector here tomorrow to complete the final inspection. We have it up to our neck with Sears. They don't care a damn once they got paid.

They came out to make the report on its unevenness, and to fix the frost problem (He said it was because humid air was leaking into the freezer). I then call service back and asked for them to exchange the unit for a better one. They said because it was over 30 days, they could not take it back. Note - we didn't NEED a new refrigerator, we bought this one because we thought it would "look better" than our older one. Now, we spent $2500, on a unit that looks worse than the older refrigerator. I will NEVER buy from SEARS again!

100% guarantee SEARS offers like they say. My service orders were combined into 1 service call so the issue of replacing the unit is void but they have indeed been out here 4 times and it still does not work because either the repairman doesn't know what he is doing, doesn't care or both. The last CO. that came out at least has tried to help. I have been very patient but now I think I will just go somewhere else and buy a whole new wall unit because then I will get my 100% Customer Satisfaction right away!!! Do not buy Sears Warranty Program!!! Their repairman, some of their customer service people on the internet and phone do not give a crap!!! I paid for this service and after so many times I should have gotten A NEW MICROWAVE. I HAVE WAITED LONG ENOUGH!!!

Told her this was unacceptable, asked for supervisor, she refused and proceeded to tell me he would come and call when on his way. I explained to her that I had now wasted 2 days waiting on a tech. It was useless to argue. Now my new appt is 3/26. There seems to be no recourse for customers to demand they get better service from them. I was going to renew my contract, but I believe reading other reviews in this same problem, I will look elsewhere.

The repair person gave me a date of 4/11 for his return. I told him that was not satisfactory. He said to call for an earlier date after the part arrived, which from my previous experience didn't work very well. He also admitted he didn't know how to read the order correctly and on the 3/8 appointment the computer was telling him to remove and ship for repair instead of him trying to order the control panel. Meanwhile, I am out of the use of my oven for six weeks. Sears Home Warranty program is a scam. Beware of long and unnecessary delays due to unqualified or poorly trained service people. I have been a lifelong loyal customer, every home we have owned have been filled with their appliances. No longer, our new home will not have any of this company's products.

This guy had to rearrange some things to get it working right. That was my first issue that I let go and I moved on. Recently I decided to purchase an elliptical from Sears as well. At the time of the purchase I specifically purchased the assembly with my equipment and also printed my receipt after my purchase. Originally I was supposed to receive my product on a Wednesday between 8:15 and 10:15 am. They never showed between that time. I ended up calling customer service back to check on my order and they told me it would not be delivered that day because there was damage done to the box and that I would have to wait to Saturday.

Let me state that no one ever called to notify me that my product would not be delivered that day. Had I not call to check my order I would have been clueless as to why I never received my product on time. Today as of March 19, 2016 I have been on the phone with customer service for about four hours trying to resolve my issue with my product that I have spent over 1,000 dollars for out of pocket. The people that I have been connected with have been rude, very unprofessional, have hung up the phone line on me, transferred me over and over again, given me incorrect 800 numbers and refused to allow me to speak with someone in charge and are not deemed trustworthy.

I was beginning to think I ordered from a scam site. They have changed my delivery notice twice without my knowledge or knowing. As matter of fact it was changed again today from one time to another time without them notifying me. I found out about the time change by accident. I am patiently waiting for my product today with my assembly as well. As a director of my company, I have never encountered such poor customer service. I will be reporting all of the customer representatives I have spoken with. I also have all of their I.D #s. This will be my last purchase ever!!! I encourage anyone not to order from this site until further improvement with their customer service.

After being re-routed to 3 different departments, I get a hold of a lady who is now going to "diagnose" the problem based on a series of questions she ask me! LOL! She determines it's the circuit board, and orders the parts. It arrive, and the 3rd repair guys comes out, and determines that this is not the problem, but that he thinks he has discovered a small leak. Orders yet another part, and then a box which is the size of 37" flat screen arrives a few days later.

This has taken up over 3 months of my time, which has costed me greatly. I have had to make special arrangements to be there, as this my mother's house who is 91 years old, very frail, and uncomfortable being alone with stranger in house. Between the cost of 3 separate loads of spoiled food that had to be thrown out, and lost wages from taking off work, we have already paid for the refrigerator twice! This has been the most unjust and comical purchase I have EVER been a part of. I have been in a horrible long term relationship with Sears, and want A DIVORCE!

Almost unbelievably, I was asked to provide another form of payment, but I refused to do so because I know my gift card had a $19.05 balance before swiping it and I did not want to risk losing even more money! I left without the merchandise I selected. The following day I checked the funds at the Sears site online and in fact my balance was zero. I called the store, spoke with a manager, explained what had happened and asked if it was possible to track the gift card funds to try and find out what happened to my $19.05 balance that I had before my visit to the store on 3/13/16? The manager told me to call the number on the back of the gift card and they could track the gift card funds. I did call the number and the only options are to check the balance or add funds to the card (you cannot speak to anyone, it is all automated).

I am done! Period. No one at Sears, either at the store or online, is willing to help me find out why when after I swiped my card at their Sears store that my balance is zero and I have nothing at all to show for it except a gift card with a zero balance. I have been a customer of Sears for several decades and any issue I ever had previous to this experience was always promptly handled and to my complete satisfaction, which is why I have given Sears several days and several opportunities to investigate and resolve this issue but no one is willing to even try. They have just said whatever they could to get me to leave the store or get me off of the phone and direct me elsewhere knowing full well that it would not help me in the least.

I have canceled my Sears and Shop My Way accounts and will never shop at Sears ever again. I have submitted a receipt (for proof) from a different Sears location showing my Gift Card balance of $19.05 after making a purchase there, where I used $10.95 of this $30 gift card as partial payment, leaving the $19.05 balance.

When the delivery of my new mattress arrived, the delivery workers refused to take my 1st mattress without a bag and left it. The "new" mattress that was delivered was stained with what appeared to be splashes of mud. I took photos and contacted Sears. They arranged for another return and a new mattress. There was however a gap between the pick-up of the stained mattress and delivery of the new mattress. I went for 3 days without a mattress. I didn't even get an apology. I truly want to help others from going through such a negative experience. I was hoping to guide future customers through my online review but Sears is blocking me from sharing my words of wisdom. I hope posting here will help someone else from making the same mistakes I made.

After calling Sears various times, they finally said "We will replace the machine. It will get there in 3 days. Call and schedule an appointment when machine arrives." Machine did not arrive. At this point it is A MONTH since the first repairman showed up and NO WASHING MACHINE!!! I call to ask where the heck my machine is and am told they will put in a request to track it. I hear NOTHING from them or the delivery company. I called back and they said there is nothing they can tell me. This is the undoubtedly the WORST service I have ever received. It is UNBELIEVABLE!!!

Original Review: March 14, 2016

Job: Repair Treadmills which consisted of replacing, drive belt, walking belt and front roller. Although I was reluctant I authorized the repair. The parts were ordered by first technician ID# ** upon job review. This visit / review were conducted on 2/20/16. The total charge for parts & labor were quoted at $550.39, the cost of a new treadmill. Within one week the parts arrived. On 03/01/16 a different technician ID# ** showed up to install the new parts. When he removed the first part (front roller), he stated that they had sent the wrong roller. At this time I became very skeptical about spending my $550. I agreed on paying for the service call ($101.00) but I informed him that I were cancelling the repair job.

On this same date (03/01/16) the technician (ID#**) repackaged the one part that he had removed and inputted parts numbers into his portable system. After not receiving the balance of my reimbursement ($449.39) by 03/14/16, I called Sears customer service. The customer representative ID# ** informed me that the only thing appeared on my invoice were the initial visit made 02/20/16. At this point I'm waiting to hear back from this individual to find out where is my money.

The part came in on Thursday but they didn't come out until Feb 28 to put the part in (and again he was on the phone with a personal call). On March 8, 10 days later I started having the same problem. So once again, I call Sears March 9 to schedule another appointment for the same problem and once again, I am given a day and time slot which was March 11, 1-5.

So on March 10 at 8:43 AM Solar Appliance calls and tells me that they cannot come tomorrow because they were overbooked again! I tell them it's not acceptable and call Sears. I speak to a lady who can barely speak English and she verifies with Solar and me, so she said anyway, that they would be out March 11, between 1-5. Solar never called or showed up for my appointment so I call Sears again and this lady, Beatrice, says, "no your appointment is not scheduled until March 15 between 8-5!" I ask her why Sears and their 3rd party, Solar appliance, can't seem to get their ** together when making an appointment??

I was transferred 6 times to different departments and the last lady I spoke to was supposed to call me back yesterday by 5 pm with some kind of solution! I have yet to hear from anyone. I still have a broken washer BUT I'm supposed to pay my credit card bill on a specific day every month and get treated like crap when I have a problem with a 3 1/2-month-old product! I really would just like a refund and when I pay my credit card off, I will no longer be a Sears customer... And I have been a Sears customer for many years. I never had this problem with service until Sears started using 3rd party service repair companies! Very unprofessional!

It takes a month. A freakin' month. But eventually it comes back, height adjustment fixed. Great! So I go to mow the lawn. Won't start. I sent it in to get the height adjustment fixed, it comes back more broken than when I sent it in. Well, still, I have the plan. So I send it back in. End of summer comes around, and it finally gets back to me. Had to borrow a mower all summer, but whatever. But hey, guess what? It won't start still! Summer is over so I decide I'll wait until spring to send it back in to get fixed because why bother getting it fixed and then just having it sit all winter.

Just before spring comes around I bring it back in. At this point I think you're getting the gist of it. It goes in a circle like this, always coming back more broken than when I brought it in. Eventually the warranty runs out, the mower having never been properly fixed, and I'm just SOL. If I knew Sears repair service would break the mower worse than when I first sent it in I'd have just left it as a mulcher. Good job.

I called Headquarters (847) 286-2500 Sears Holdings Corporation 3333 Beverly Road, Hoffman Estates, IL 60179. These folks are not Customer oriented. They don't LISTEN. After 4 phone calls and MUCH TIME wasted, I will NEVER SHOP at SEARS AGAIN. I actually thanked the last woman I talked to for her time wasted (for not listening to my problem) and she was a corporate supervisor! My last words were in tears of disbelief. She still didn't understand. I can't believe this is SEARS. Oh did I mention I am returning my merchandise and I WILL NEVER SHOP AT SEARS AGAIN! Teach your employees. You may keep more customers who have a pleasant shopping experience.

The second time they came out I told him, "the noise is getting louder and appears to be coming from the freezer or somewhere in the back of fridge." Again he did not know and said he would order a freezer fan and replace it to see if that helps. Ok third appointment, guy comes out and replaces. Guess what all is well now. Jeez. Now I have a dryer issue. Was asked "did you clean the lint filter". "Of course we do." "Well go clean it again and unplug it and try again and call back." Hey Miss, we have done all that, still does not work. Can you please send someone out. We will not buy anymore appliance from Sears.

Long story short I received my actual Washer and dryer in August 2015. When the delivery guy came, he broke my pipe installing the machine, and left the new machine in my living room. He called Sears customer service to let them know that he broke the pipe and open a claim. I called Sears several times a week about the claim, and they kept sending me to other people. When I asked to speak to the customer service specialists manager she stated that she didn't have one. The whole time I am being transferred back and forth, and no one answering. I was then informed that it was not much that Sears could do, because this was a Sears appliance store that I purchased from.

It is now December and I am fighting with the store, the delivery company is telling me they won't fix it until I pay for it and then send them the invoice. And the finance company is still charging me $400 a month. The store manager is telling me that, his district manager is trying to return the item, and they are having an issue with Delivery not picking it up until there is a return in the system, and customer service return it until there is a pick up in the system. Ridiculous! It is now March, the washer and dryer is still sitting in my living room. I paid for my pipe to get fixed, and I am looking for a lawyer.

THE FRIDGE: We bought this fridge and took it home. At first it wasn't cooling properly so we guessed it was an electrical problem at home not the freezer. We called an electrician and he ruled out this. Then called Sears service and a guy came home and checked the freezer. He told us that there wasn't enough gas on the fridge and filled it up and it worked just well. When we came back from the honeymoon we didn't even checked for the fridge to be still working, we just went to buy all the food and came home to know that the fridge had died again. We called again for the Sears technician who came a week later to our home and told us it was a defective compressor. He repaired it and filled the gas again and it started working again.

But it lasted less than a month. Called in again and told us that he needed to change the compressor. He ordered it and came back a week later to fix it. It lasted less than a month ago, by which point he asked us to go the sears we bought the fridge from and change it for a new one because this one had an internal leak and will never work. We went to the local sears and they told us that they were not even a sears, they were a franchise that wasn't obligated to give us service by Sears because it was a private owner and they just lent storage space in exchange for having the Sears logo on all the store. After debating with customer service we took the fridge to the next sears that was a corporate store and they received it without a problem and we exchange this one for an GE model.

THE DRYER: We waited more than 30 days for an electrical man to come to our place and put the electrical outlet where we wanted the dryer to be. Until this point we kept the dryer in its box at home. Never doubted about the product. After the installation was done the dryer wouldn't even BEEP. After bringing in a parade of electricians and even taking the dryer to my parents house to test it we took it back to the store. Who claimed that they were not a sears to bring us the service and that 30 days had gone past. I called from my cell phone from inside the store to the customer service because they wouldn't even lend me a phone to do it. And after a couple of hours circling in their customer service, and having our called sent to the sears store we were inside we decided to drop it and buy another one from another store.

So bottom line. Kenmore is not reliable as it was before. And double check that your local Sears is actually part of the Sears corporation and not a franchise buyout. And if you think that buying from Sears.com will get you protected, it won't, we bought another big appliance from sears.com to protect us and get into the corporation for their customer service and it didn't work either.

I called the next day and voiced my problem. The woman was very sweet and apologetic and told me that the original woman I had spoken to, had told me the wrong date. It was supposed to be Saturday, 5 March. Fine. Cut to Saturday. It's 4:53 pm and I finally receive a call from Larry... the tech who is supposed to be coming to my apartment to fix my stupid dryer. He says that he's running late and they may have to reschedule. I say "no, someone needs to fix it today. I've already wasted 2 Saturdays in a row, as I never have Saturdays off". He says he will be there between 6-8. Fine.

8:45 PM COMES AROUND! Larry calls me and says that his REGIONAL MANAGER said that he is not approved to come out here and that the guy won't approve his overtime. WTF?! He also says that my work order is on the top of his list for Monday. He proceeds to give me a number for the "regional managers office" and I called immediately. They tell me that they are very sorry and that it's unacceptable what the RM said. I was also told that someone WOULD be out on Monday, first thing. Well... Monday comes around. I had an appointment at the VA hospital downtown so while on my drive, I called. The recording says that my appointment is now scheduled for MARCH 16TH! HELL NO!

I get to a representative. Mind you, I've been overly nice and calm to everyone I've spoken to, up until this point. I lost it (I also explained to this person that I knew that it wasn't his fault directly). I yelled, cussed, and explained how this is completely ** up and he understood, and put me on the line with a supervisor immediately (I don't blame him; I wouldn't want to deal with me at this point either!). This woman that he transfers me to tells me that Larry doesn't even work on Mondays! (shocker right?) She then assures me that they will fit me into someone's Tuesday schedule. Fine.

Guess what. It's Tuesday. I call first thing this morning at 8 am to make sure that someone is actually going to show up today. Lo and behold... the answer is no. I'm still scheduled for the 16th but they can get me in on the 14th. WHAT THE HELL DO THEY NOT UNDERSTAND ABOUT "MY APPOINTMENT HAS ALREADY BEEN PASSED UP?!" NO, NO, NO! "Give me a supervisor." She puts me on hold. I wait and keep waiting. She comes back and says something about still holding for her supervisor and something and then gives me some BS story. I hung up.

Called back to get a different human (BTW... they all have different foreign accents that are difficult to understand). I get a dude. One whose face, I'm sure, is punchable, judging by the way he spoke to me. I told him that I needed to talk to a supervisor. He told me to call a different number. I told him no and to let me speak to a supervisor. HE REFUSED TO GIVE ME A SUPERVISOR! I called him a moron and hung up. Called a different number (the one that Larry had given me as the "regional manager's number"). I tell the girl as soon as she answers, that I need to speak to a supervisor. She complies.

I get a supervisor who proceeds to tell me that I was never being "squeezed in" to anyone's schedule. She tells me that an e-mail has been sent to the district manager and that I should be receiving a call today from someone (all promises have been empty at this point, so I'm not getting my hopes up). I told her that I have myself, my boyfriend, and a child living here... and no laundry can be done. I'm sick of going to the laundromat. She offers to send me a check for $25 (Yeah I took it. It's the absolute least they can do). I'm still told that no one will be out today (I had told the previous girl to give me a supervisor or I'm blowing up the dryer and billing them for it).

So I have to wait. Even longer... to hopefully get a damn dryer from these asshats. They're all stupid! Every last one of them. After I take my dogs to the vet today, I'm going to Sears and telling them that I just keep getting the runaround and want a new dryer. We'll see how bad the entirety of Sears customer service is all around. I never should have bought appliances from these people. Not because of the salespeople, but because the customer service is atrocious.

A new stovetop was ordered during week of Thanksgiving. I paid 287 dollars. It is March, and I have not received the cooktop yet. It was on backorder. 4 months to get a product is ridiculous. They should not have processed payment until actual product was available. This is an inefficient business practice, and it causes me to question the integrity and stability of this company. I deeply regret purchasing these products from Sears. Bought sense is better than borrowed sense, and I have definitely learned my lesson the hard way. It is costing my husband time and money! Go to Lowe's or Home Depot for appliances!!!

The last time I called, the person said that the technician has taken longer than originally expected and was not coming. I then receive an e-mail (no cryptic phone message to check my e-mail) indicating that now my date and time have been changed to Thursday between 1 and 3 p.m. I didn't authorize that time change, nor had anyone bothered to call me (in person). It is understandable things happen. I expected to speak to a live person, not just an e-mail. I do not call this customer service. I also found out that I was not speaking to someone in the US, that I was speaking to someone in a foreign country.

In my opinion Sears has gone downhill, outsourcing their customer service department. I asked for the address of Sears corporate so that I may write a letter directly to Sears. The person referred me to Sears Website. She didn't know their address. I will be canceling my contract as I didn't receive any service, and I certainly don't call what happened to me customer service in the least.

The following business day (a Monday) I called the company again but the voicemail box was full. At that time I called Sears Home Warranty and expressed my concern about the pending repairs. My range had been sitting in pieces in my kitchen for 2 weeks at that point. The customer support person I spoke with was very patient, listened to my complaints and assured me she would contact the company to find out about the part. The following day the repair company called me and scheduled an appointment for 2 days later. The repairman came to my house with the part but determined the range would actually need to be replaced. He told me I would be contacted in a few days to discuss replacement options. It was discussed with the repairman that the range needed to be replaced by March 1st (one and a half weeks from that date).

Two days after the appointment I called the company because I had not heard from them. I left voicemails two days in a row and never received a return call. On the third day I called Sears Home warranty. When I explained the situation the customer service agent informed me that they had not received the service report and had to wait for that in order to proceed with replacing the unit. She told me she could not guarantee the unit would be replaced by the first of March but that she would call the company to get the service report and she would call me back asap to update me. I asked her if I could replace the range myself and then receive reimbursement but she said they would only reimburse if I found the offered replacement range unacceptable and she was unable to tell me what maximum dollar amount would be reimbursed.

That conversation took place one week before the first of March. Today is March 5th. I still have not received any return phone call from either Sears or the repair company. I ordered a range from Lowe's that they installed on the first of March which I paid for out of pocket. It has been six weeks since I first contacted Sears about my range. Do they really expect me to go without an oven or stovetop for six weeks? Would the people who work for Sears Home Warranty and the repair company tolerate having a broken range for this long? I am waiting to hear back from them in their sweet time about the replacement range, which I will reject and will hopefully receive reimbursement for the range I purchased. Immediately following reimbursement I plan to cancel my Sears Home Warranty and I sincerely encourage anyone who is looking for a home warranty plan to seek other options.

Got a really rude guy who tells me that if I cancel within a year, I have to pay for the first service call which amounts to $200.18. Never, Never was told this when I signed up. Would never have signed up for a program that penalizes you if you are unhappy with their service. I was told it was in my contract. Never received contract, welcome package. Nothing. I asked to speak to a manager & first was told there are none there. Then I was told I had to wait - was put on hold & then disconnected. Called back, got a nicer guy but was told the same thing. I said "this is very unfair." Now I have to wait 24-48 hours for a manager to call me back. Waiting to see how this resolves, doesn't look good. I would never recommend a Sears Warranty to anyone.

I called again to make sure and they had me believing that I would get an electric range and even called me and told me that they loaded a gas on the truck but caught it and was loading the right range and that they will be here later that day. Well it never came so I called about 6pm. I was told the order was cancelled. What the??? I had to order another range. The delivery guys were AWESOME but the customer service side of it SUCKS!!! They need to bring that money back to the States so hardworking Americans can find work. They have you pay all that money for college and when you graduate you can't find work cause they would rather outsource the work for less pay to other countries... This country sucks. I need to move to CANADA.

I called to follow up a few days later and was told the SKU on the item I wanted to return indicates the item was already returned to the store. Clearly the clerk who handled the transaction at the store returned the wrong SKU for the item I left there... their error. Without a description on the receipt, I assumed the clerk knew what she was doing. So at this point I'm sitting with a pair of pants I can't use. I called Customer Service again and tried to explain the situation. After over a half hour I finally made the rep understand what happened and I provided the transaction number of the return. She told me she would pass the info on to a special section, with an explanation, and they would handle the shipping label.

At this point, the buffoonery escalates to a new level. I get an email from Customer Service and they tell me they still can't send me a label because the SKU on the item won't match the return, and they direct me to go to the store I returned the items to and ask for them back. Am I really supposed to embarrass myself by walking up to Customer Service and say, "Please give me back the stuff I returned 2 weeks ago"? Are they going to just hand over the merchandise? Insanity... So, I'm out $25. I have a pair of pants they won't let me return. At least I have a great story of what I'm hoping is just total and complete incompetence and hopefully not part of their corporate culture.

On a side note, the SKUs they returned for me were actually items they told me they didn't stock, so they couldn't return them there. Needless to say I am forever done with Sears. There is no secret why companies like Amazon are thriving and traditional retails are struggling. The disrespect for customers at Sears is astonishing. They actually sent a survey to see how they did and I did return it with an honest account of what happened and a request to be contacted. SHOCKING!!! They haven't called. Whatever happened to "the customer is always right" and "we want your business"? I guess I'm showing my age... a new world.

He informed me at that time he was calling from Sears delivery. He wanted to deliver my dryer earlier than my scheduled time. I informed the driver that I was on my way home to meet them. I mentioned to the driver that I had surgery and that I was unable to walk down the stairs or able to walk much at all and that my mother will be assisting them with dryer. He said "okay." My neighbor phoned me at around 11:45 stating that the truck had pulled up in front of my home and parked while playing loud music. At 12:33 I received another call in regards to delivery drivers. I was told that drivers were at my home and that they had been waiting 45 minutes. I explained to caller that my delivery time did not start until 12:30 not 11:45. I explained that I did not ask them to come before 12:30 and that was their mistake.

At 12:37 I called driver back to ask if they could give me about 5 to 10 minutes more to get home. They stated that they had already waited 45 minutes and that they were not waiting any longer. Keep in mind that they arrived at my home at 11:45 and sat in front of my home and was delivery window was for the hours of 12:30 to 2:30. I was not responsible for their early arrival. I reached my home at 12:45 and they were gone. They could not give me a few minutes courtesy to wait. It was not my fault they decided to come early. I've made many appliance purchases in the past few years and to be talked to and treated with such disrespect is very disappointing. I will advise anyone not to do business with Sears. I was told I would receive a 50 dollar gift certificate that I did not receive. I feel I should receive my 69.99 delivery fee back with the gift certificate.

Updated on 03/06/2016: My delivery was rescheduled for March 5, 2016. The delivery time was set for 4-6 pm. I expressed to the delivery department that I did not want the same delivery team that came out before. She stated that she would make sure that there would be a different crew to come out on the next delivery day. After speaking to her I had my mother to take me to the Sears where I made the purchase of the dryer so that I could speak with the manager. I had an opportunity to speak with the manager and at that time I expressed to him what had occurred and how upsetting that was to have to go through that while trying to recover from my previous surgery and at the fact that I had done a lot of my appliance purchases there within the last three years.

I had purchased my stove, microwave, dishwasher last year, and most recent my washing machine. Two weeks prior to this incident, I have been a loyal Sears customer. I had purchased clothing and many other items. You could say I shopped here more than anywhere else. The manager apologized and stated that he didn't want anyone representing the company that displayed that behavior towards a customer. He also stated that he would send an email to corporate and to the delivery company about the incident and that I should receive a call to discuss what had occurred. I haven't received any calls as of yet. My new delivery date was yesterday March 5, 2016. Of course at this time I'm feeling a bit uneasy because of the previous incidents with delivery. When the delivery arrived, because I was to take it easy due to the surgery, I asked my mother to inspect the dryer for damages.

My doctor had recently advised that if I had to go down the steps to stay down a few minutes before going back up. I decided to go down so that I could inspect the dryer myself since my mother wasn't familiar with what it looked like in the store, the floor model. She wasn't with me when I did the layaway back in October. Before I could look over the dryer the delivery person mentioned that I had a gas dryer and that my connection was for an electric connection. I called store to ask if I could do an exchange for electric and they stated no problem. Since I was considering the exchange the deliverer left the dryer. After he left I decided to look over the dryer.

Upon further inspection I noticed that the dryer looked as if it had been used and maybe a refurbished model. The glass door and the control panel were badly scratched. On top of that, it was not the color I ordered. I began to look online to look at a more detailed picture and found that I in fact had been delivered the wrong dryer. On top of going through a stressful delivery prior to this one, I was delivered the wrong dryer that didn't appear new at all. I spent too much money with this company to have this happen. I immediately called delivery to make complaint and request that the right dryer be sent and that it remained in the packaging until it was brought into my home. I can’t believe the incompetence on the part of Sears delivery service.

After I receive my dryer I will never do business here again. I would definitely advise anyone to never buy appliances here. I wish I could have gotten the Home Depot to match the price at the time I placed it in layaway after Black Friday. My delivery experience and customer service with the Home Depot has always been wonderful. I would advise more people to go there for your appliances. I can’t believe I had another problem with delivery. Sears needs to really do something about this delivery problem, unless they feel losing customers is okay.

On 3/3/16, I contacted SEARS again to find out what was going on with the order as I never received a call. After 36 minutes on the phone I was told that I was assigned a Case No. and an Action Planner was being submitted to the store where I purchased the elliptical. I was then told to contact the store where purchase was initially made. I did as I was told where I was notified that the store was unable to assist with my Case No. and was provided with another 800 number that was sure to assist me. Lo and behold the number was an incorrect number and led to nowhere.

I am so at a loss for words into how incredibly frustrating this whole process has been. I have wasted numerous hours trying to get my NEW elliptical fixed and it is now March and the problem has yet to be resolved. I have made several recent large purchase from several different retailers (Home Depot and Lowe's) and have had no issues. I never would have imagined that a company such as Sears could have such poor quality products and service.

When requesting my refund they said it would be 7-10 days and I would be receiving a check through the mail, not ideal or what I expected, but oh well. So here it is 10 days out and no refund. Called all sorts of numbers, no one can help me. They have no idea what happened and suggested I wait another week before calling back. Ummm no. Now I am waiting for a call from the store manager. Crappy customer service!

I arrived at the store to find that my item was NOT in stock. Walking the showroom floor, I could find NO ONE to help me. No one I talked to could do anything other than cancel my order. And now I won't have my money (so I can actually go buy a machine) for a week since it turns out my order was actually an "online order". Calling the store phone number actually just sends you to call centers in the Philippines, not to the sales floor. And the call center guy didn't fess up that he was in a call center, rather than at the store, he just looked at the same faulty online info that I was looking at and sold me a machine that didn't exist.

I spent two and a half hours on the phone with person after person telling me that they can not expedite refund (so I can buy a new washing machine), never offering to credit the amount to a different machine, and only after pushing them to do something did they offer me a discount on a future purchase. But after all this headache 15% off isn't enough to tempt me to deal with Sears ever again.

I did not know what is the problem until I paid the amount. So do in this case, how I know that's really a problem or the tech just made this up? And I called the customer service # 1-800-4myhome couple times (1st time was on 2/24/2016). They said that they will file this complaint and customer solution will call me back in 24-48 hrs. So I waited until 3/1/2016. No one call me back. And I have to call the # again still received the same thing, and I called back again on 3/2/2016 and found out that last couple call, they did not open any file about my complaint or have anything documented. IS THIS HOW SEARS TAKE CARE OF THEIR CUSTOMER? I COMPLAINED BUT WHY SEARS DID NOT RESPOND?

Employee tried it again entering the information and wasn't able to return it and tells me I need the actual receipt because there was no way of knowing if the dress was sold by Sears or another vendor from shopyourway.com after I had told him it was sold by Sears. I was giving up and as I was walking out I decided to see if I had a email confirmation and I did!!! So went up to him and showed him and tried it do the return but fail once again!!! And got another employee named Nadja and she tried to tell me she couldn't do it because item could not be found after me giving her all the receipts they asked for.

At that point I had waited 30 minutes and told her that I needed to do the return because I had the receipt they asked for and there was no reason for them not to return the dress! Finally Nadja fiercely did the return and told me $35.19 will be credited to my credit card and I told her "but why that amount, if I paid $35.35? I know is only a few cents but if you do this to 1,000 customers don't you think that would add up? And I don't like to give away my money.

All they could tell me is that there was nothing she could do and if I wanted my 16 cents to call the Sears.com. It was time to give up and leave because I had wasted more than 30 minutes and store manager was out for the day. I probably will call shopyourway.com, see if they have a better explanation of why the return amount changed. Overall experience with employees horrible and Sears stealing from consumers.

Thursday the 25th: I received the automated call the night before and alas no call to let me know anything, no show! I am told during another delightful call to the Philippines that I do not have an appointment today but it has been rescheduled to Saturday. Nice that the person that matters never heard anything from anyone until I called. More missed work and frustration.

Saturday the 27th: I got the automated call the night before and they show up! I'm so freaking happy to be done with this. They make sure the cycle start, I sign my papers. I pulled up a chair to wipe off the fingerprints and smudges off the top of it. I step off the chair into a puddle of water. The machine is leaking out the bottom of the machine. I promptly called Sears delivery and they said they will have to email someone and get back to me. I said there is water standing in my laundry room and I think they need to get someone right now!

After several hours I call them back. They get me to an english speaking escalation team member. She cannot do anything until tomorrow because my delivery has not closed. Get this there are no notes on my account and I have made at least 10 calls to them. Unbelievable! Keep in mind I have not had a washer since the beginning of the month. I call on Sunday and they are happy to replace my unit on March 15th!!! No way take it back! Never again.. I went to Lowes yesterday ordered a new LG washer. It will be delivered Tuesday! So done and over Sears online!

There was another customer waiting in line before me, so I decided to go to the display of Jo Boxer and choose an exact match to replace my defective lounge pants. They did not have the identical color of the same pattern, but it did have the same label (country of origin of course, wasn't the good old USA) and cotton composition. I returned to the saleswoman, noting that she was still working with the original customer for now, approximately thirty minutes. After waiting for a lengthy period of time, a salesman from another department executed the sale for the next customer in line who came before me. When it was my turn, he told me that he could not assist me in that I was attempting to do an exchange and that was not part of his responsibilities since he was just assisting from another department.

Now it was my turn, and the saleswoman quickly concluded that there was indeed a defect in my returned pants. She mumbled something about $5.00. I quickly responded, "why should I pay anything to exchange the same item?" She said that it was not the same item in that the price has now changed to $23.00. I said, "but, I am not asking for my money back. I just want to replace an item that you agreed was defective. I had only worn the pants for three days, washed them and then immediately placed it back in my drawer". After a while of going back and forth, I said, "I give in. I'll give you the $5.00". She said, "it isn't $5.00. We have recently sold the pants on clearance, however, it now is selling for $23.00, but with 30% off, you will only owe us $13.00". In other words, to replace an item that I had already paid $10.00 for, if I pay an additional $13.00, she could replace the pants for a total of $23.00.

It would actually cost the same as if I wasn't returning the defective item back. The saleswoman went on to state that the cash register would not allow her to do otherwise. However, a manager could okay the exchange. I was just about to leave, but having invested about 2 hours of my time, I decided to wait longer for the manager to come by. The manager George went through the same routine as the saleswoman. "How can I accept a trade for an item you purchased for $5.00 when in fact the price is now $23.00. SEARS would stand to lose $18.00". I said, "the only difference in the item is the new price tag. Other than that, there is no difference in the item I am trying to exchange". He pointed at a LEVIS display, "see those pants? They come in different prices". I said, "what does that have to do with the JO BOXERs which are one price?"

At that point, the saleswoman reminded manager George that he had the power to okay the exchange. He said, "I don't want SEARS to lose money." (I guess it is better to lose a customer then have SEARS lose a minute amount of money). I was so disturbed by how I was treated that I donated the defective lounge pants to SEARS and abruptly left the store. The next morning, I was so aggravated about the entire experience (wasting a total of about 3 hours of my time, accomplishing absolutely nothing), so I decided to call the SEARS general manager. After dialing their main number, I was transferred to administration and decided to hang up after two minutes of ringing with no one answering. I called back and requested the operator to get the store manager. She attempted and had no luck. She told me to call back in about 15 minutes, ask for any department and their manager will be able to locate the general manager.

I wondered why the operator could not have the general manager call me back, but I followed her instructions and eventually spoke to a person who would not identify himself. This individual stated that her boss will be out till 2pm (It was now 11am), but if I explained the situation to him, the general manager will get back to me. It is now 4 days later and I am still waiting to hear back from him. I guess when your empire is so large, you don't mind losing some customers along the way. I have noticed the SEARS empire seems to be declining, along with their customer base.

Occasionally, a chat prompt appeared on the screen. I activated it and got someone on chat. They said the items were in the store and tried to take my order over a chat window. I said I will not give my payment info to a chat window. I asked why the chat system believes the items are in the store when the Website says they are not. The chat clerk told me "viruses" make the Sears Website not as reliable as the chat system. Meanwhile, I checked my shopping cart and the items price had increased $30 since I tried to place the order. I asked for email verification of the items' prices when I started placing the order, an hour before midnight. The chat clerk - twenty minutes later - sent an email that listed items by text description but not by item number. I asked for item numbers. Chat clerk replied with item numbers that were not the item numbers I had tried to order - neither of them.

I asked if I could place the order over the telephone which was all I wanted when I started looking for online help aka "Contact Us". Chat clerk said customer service closes at midnight CST, which had occurred since the chat started - while chat was trying to get me to place order by chat in an system that had no documentation of what I was ordering at what price. Two hours after trying to place my order, all I had from Sears was "sorry" and unreliable assurance that items the Website says are not in the store are in fact in the store - at a price different than the price listed online when I tried to buy them. And by the way, if they are in the store, they are not on display because I looked in the store before I tried to buy the items online.

This is indicative of a brand that is unable to coordinate online and retail inventory, customer service and pricing. There is plenty of evidence that the company has invested in Web technology and local delivery of items accessed through a national inventory system, but the system is not working. The brand seems to be running on momentum, driven by a century of trust for a brand that seems to be running out of steam.

We thought they would come again to finish or contact us about finishing, but we didn't hear from anyone. Since we were expecting rain, we bought a tarp and covered the front of the house so the exposed areas would not be damaged. We still never heard from anyone. We made lots of phone calls but never were called back. We finally had to finish the job ourselves. We purchased the insulation and new trim boards and spent many hours finishing the job.

When we finally did get a call back, it was after contacting the Better Business Bureau and making a complaint. They said they would reimburse us for our materials, about $228.00. I asked about the 30-40 hours of labor we had to put in as well as all the time and frustration of trying to get their attention. They said they would give us another $300.00 for that. When is the last time you hired someone to do any kind of job for $7.00 per hour? How about NEVER! So, don't ever let Sears Home Pros near your house for any type of 'home improvement' job!!

I had no problem PAYING for a new part. They are quick to help there and take CC over the phone, however if you wish to return something there are apparently 2 numbers you can call. This doesn't speak to the fact that the parts appear unavailable. ENTIRELY! For otherwise working appliances. The dryer has no issues and continues to run. The washing machine runs too. Just fine if the ** door is closed... However, without proper replacement parts I feel hosed. STAY AWAY FROM SEARS... You could be the unlucky fool who like me felt I was getting the best possible KENMORE washer and dryer combo. Over 2000 dollars for the two - only to realize that parts are not available. This is extremely frustrating.

It's a month now without this situation being fixed. Please people do not use the American Home Services, Inc, that Sears uses for installation. Their customer service is just as bad if not worse. After not being able to get me in for a week after my dryer was delivered, my appointment was finally scheduled for yesterday 02/26/16. Nobody actually showed up or even gave a courtesy call to say they aren't coming, and I had to take off work because they give you a 4-hour window of when they could arrive. Now when I call this morning, they said that they had car trouble yesterday, and they can't get me in until next week, like this is unbelievable!!!

It was their fault for not being able to show up yesterday and now they can't fit me in today or earlier than next week!! Instead they put me to the back of the line. I just want my full refund at this point. Like how long is this going to go for? How long will they be allowed to treat customers this way. No words can describe this kind of treatment. With 2 babies at home it is even more frustrating!!!

The manager gave me the $100 difference, but when asked about the $80, she hesitated and claimed it was for delivery. When the delivery was advertised as free & states $0 on the receipt. She sarcastically suggested that I cancel my order and reorder online knowing I requested my order at the first available delivery date!!! After calling being hung up on twice and speaking to reps to no avail, I was finally told to email a complaint. I'm done with Sears. I should've just gone to Best Buy!

First of all, space heaters are dangerous to leave running all the time, especially when running them through the night. Second, it is expensive to run them and I am sure her electricity bill is going to be through the roof after this. SHAME ON SEARS reps for being such asses to her on the phone. I told her to have someone else come out and repair it and send Sears the bill and if they refuse to pay, sue them, plain and simple. This type of treatment is totally uncalled for. The furnace is a Trane brand so I am sure parts are readily available. I hope and pray that neither of them come down with pneumonia from this.

This review, however, is specifically about the Samsung 55" flatscreen HD TV that we bought from Sears in Feb., 2011. In Feb., 2016, about 10 days before my 5-yr. extended warranty was due to expire, the TV began to display lines and red squiggles on the screen. I called Sears Home Services and they sent a TV repairman within the week. He diagnosed a failure of the LCD panel, and it would cost $2,000 to repair with a brand new panel (which is pretty much the whole TV!). He was willing to do it IF he could find the correct part for this 5-yr-old TV. The cost to me: $0!

Two days later, I received an email from Sears stating that because the cost of the repair exceeded the price of a brand new TV (plus Samsung no longer makes this replacement panel), they were going to GIVE me a brand new 55" Samsung 4K flatscreen TV! Yes, for FREE! In the alternative, if I wanted to upgrade to an even better TV, they'd give me an $800 credit towards a nicer/bigger TV. I was extremely pleased with their decision and decided to take the $800 credit and upgrade to a more technologically-advanced Samsung 65" 4K flatscreen TV. A week later, it was delivered (for free), set up (for free), and the empty box/packing material taken away (for free).

Ok, let's review: Price for 2011 Samsung TV - $1200, extended 5-yr. warranty - $499. For almost five years, I had no problems whatsoever with this TV, but if I had, I would've been covered. Then, just 10 days before the expiration of my warranty, Sears GIVES me $800 towards the purchase of a brand new 2016 TV (with the newest tech advance - 4K upscaling!). I don't know about you, but I'm very, very pleased with the extended warranties from Sears. Not only do they provide free repairs & labor, but they will come to your house once a year for a 'maintenance check-up' of your product - FREE! Sorry about the length of this review, but I just wanted to defend Sears against all the nay-sayers. Sears has always been extremely good to me for 40 years!!

It is amazing to me that they can deliver a new one to a store 20 minutes further north in two days but not to me nor can they come get this damaged one any sooner than 4 days which of course puts it into the weekend. Hate to say it but you're better off to go with one of the home improvement stores or a big box appliance only store. I am under a time frame as I have a large order of meat to be picked up in three days so I will be going to an appliance store tomorrow.

The response within hours from the other dept. was I was denied my warranty due to "The damage to the box spring is beyond normal customer use". My son had the stupid box spring for 4 months! He slept on it period. What is "beyond normal use"??? I contacted chat online center for Sears and they sent me to Serta who I called this am. They told me to call Sears. OK I have had a Sears charge for probably over 30 years. Bought all my appliances, tires, etc. there. I won't ever shop at Sears again ever... So for a $115 box spring Sears has lost a very old customer.

With a 4 week wait between each part (God forbid all the possible parts be ordered at one time) we were looking at the potential of an additional 14 weeks without an appliance to cook our meals. This didn't concern Sears at all. We told Sears the repair people had said to purchase a new stove if we wanted a Christmas dinner since that wasn't going to happen and with the holidays the chances of getting the next part timely was remote. It was obvious that these repair people had NO experience with induction stoves. Sears didn't care. They sent in a request for a GE repair person but after waiting with NO response for 4 weeks we replaced the stove and sent in the claim as the representative instructed us to do. On a $3,000.00 stove they gave us $280.00. The cost of the next part they would have ordered. VERY INEFFICIENT and YOU WILL GET INEXPERIENCE REPAIR PEOPLE.

I've made over 7 calls to different people, numbers, times and NOTHING. Their deal is... they want me to grab the wrong kit and bring it to the store. I'm in the middle of moving, is crazy. I've heard all sorts of silly things like I have to pay the difference... when the kit I need is actually cheaper than the one I already paid for. They can't reimburse me, etc... Their customer service is very bad. I'm very disappointed. I WISH I DIDN'T BUY MY APPLIANCES THERE. DO NOT GO TO SEARS! The delivery team also broke my entrance slab stair when they used their dolly. I started a claim but for that nobody has called in more than 48 hrs.

A supervisor came on and I couldn't understand anything she was saying which put a huge communication barrier between us. I asked if I was talking to a representative in the U.S. and she reported their customer service facility was located in the Philippines. I asked to be transferred to a representative in the U.S. and I was told that was not Sears policy and could not be done. I asked to speak with a manager. While I was placed on hold the supervisor and other employees at the call center were talking bad about me, calling me names and laughing about the fact that I wouldn't be getting a new glider. I kept saying, "Hello. I can hear you." Finally, they put me on hold where I could hear music and a recording saying someone would be with me shortly.

The manager came on and told me my options were to pay for a new glider with a 10% discount or go to various furniture stores in the area to see if they have the same glider to see if I could purchase the broken part. Clearly, this is unacceptable. Over an hour of my time was wasted with no resolution. Currently, I have 9 letters and an email into their corporate headquarters. I am waiting for a resolution. This is not the kind of stress I need right now on me or my pregnancy. It is also not the kind of stress my mother needs who is battling cancer for the 4th time! I will never do business with Sears again and will be vigilant in spreading the word to others!

She told us one thing and it was a lie, and then I find out over the phone that there should be a delivery date on the receipt that she did not point out to us AT ALL. I explained the entire situation and was told "well...sorry for the misunderstanding?" Not only bad customer service, but the unwillingness to just say "sorry we screwed up." The least he could have done was apologize and offer some type of compensation for it. Instead I got, "well sorry for the misunderstanding," CLICK. He also told me the usual delivery time was 5 to 7 days. I will now be waiting 10 days until this mattress arrives. NEVER WILL I EVER SHOP HERE AGAIN. NO WONDER THIS SEARS IS GOING OUT OF BUSINESS!

Again, called a service rep. and he was real nice and seemed attentive... did not follow up on his call. Finally a woman calls this morning (Feb. 18) wanting to know the status up our claim. I informed her that we had exhausted all options, and that we would have to live with the noise, and hope it lasts for a couple of years. The Sears outlet in Bend, OR. does not repair them, so taking it over 130 miles to their store would do no good. The sad part is, we've been Sears people all our lives... that may change if this washer breaks down within the first year. It's a bad situation living in a small town far removed from larger cities. Thanks for your attention, your reps. did a good job of pretending to be helpful, except that one lady that got rude with me.

Keep in mind, I had to take the day off work, now another day. I asked for a different guy. The first guy didn't even run a cycle to see if it worked. The second guy came out, replaced the parts for the 2 different codes, ran a couple cycles, noticed the cycle stopping and flashing the minutes left. He said it was probably a door lock and he rescheduled me yet again for yesterday. He came out, ran it about 4 minutes, it appeared the new door lock took care of that issue. I went to use it again today, it flashed the same darn code it did the second time.

I called the customer service again and they simply said, "we will schedule someone to come out next Wednesday to look at it again." By this time, my blood pressure was sky high. I have to take off work to be home for them. Sears does not care about that. In my opinion, they should have a person to call for emergencies. I have never dealt with a company that does not go out of their way to make sure their customers are satisfied. I have generations of Sears customers in my family. Those days are over. I will now have 4 days of lost wages because of the incompetency of their service department.

We have had nothing but rude customer service employees who were not only rude, but hung up on my husband and me. I will shout it from the rooftop to warn everyone who deals with Sears, they are making a mistake. I have the corporate number which I will be calling on lunch. With the competition in this day and age, I would think they would do what it takes when their company makes a mistake. When they go under, and they question where they went wrong, they need to read each and every complaint on this page.

No delivery on 2/5 so that Monday, I contacted Sears.com customer service to get status. I was told that the carrier was ESTES and they gave me two tracking numbers. When the Sears rep and I looked these up online, there was no record of movement. I was told by the Sears rep that I would have to contact the carrier myself for find my order.

I reached out to the carrier and was advised the next day that when the trailer came to them, it was short by my two tracking numbers and that they did not have my order. I immediately contacted Sears to find out where my chairs were. I was told I would have to call a different number as my order was shipped from Sears/Toys 'R Us.

I contacted TRU and they couldn't find my order number in their system. After much back and forth, they eventually found my order and told me that they would work with the carrier to determine where my order was. I explained that the carrier stated they never received the order but was told that I had to wait 1-3 business days for a response. (This was on a Tuesday.)

By Friday afternoon 2/12, I had seen no movement and had not received a call so reached out. I was then told I had to call another number and reference a different order number when calling(?). I did so and was then told I had to wait 2-5 business days from that call for resolution. I requested a supervisor who told me that she could only communicate with the warehouse via email which she did the day before (Thursday) and I would have to wait a few more business days for resolution.

I explained that I was in a time crunch and wanted to cancel the order; that I would drive to a brick and mortar to purchase. I was told that since my order 'shipped', they could not cancel. I asked to have a replacement order sent while they investigated the missing order on their side. I was advised that could not be done since my order 'shipped'. I requested a refund to my card and gave permission to charge once my order actually shipped (I am almost three weeks into my billing cycle and will be paying interest on an order I haven't received). Another no-can-do. Ultimately, I had to contact my credit card company and dispute the charge. Within one day of their investigation I got my refund. Still no email from Sears/TRU. Unfortunately, TRU is the only place to order the style of chair my daughter was looking for. I will have to talk her into something else.

Finally, today, out of desperation, I demanded a refund because Paypal will be billing me shortly and I don't want my credit hurt because of Sears. In all my calls to customer service, talking to reps and manager, not one of them has emailed me or called me back in 4 days. I have not received a correct tracking number and I have just been ignored. I can remember when Sears was the place to shop, especially for appliances and tools, however, not anymore. I will not step one foot in Sears or Kmart again. I demand a refund immediately.

Went to my neighbor and lo and behold he had the part but was not sure why he got it. I called back to Sears and told them, "I had no idea that the part was being sent to my neighbor, but he has the part that I paid for in full, and now I need someone to fix the washer." Again, Sears said it was all my fault that I never called them about the part that I paid for never knew was coming to my house and was given for free to my neighbor. Sears said, "Oh well, we will send someone tomorrow and they will get there when they get there." Once again, Sears needs to close its doors.

Now we were never made aware the purchase wasn't directly through sears.com. We received an email from this third party and they asked that we take photos of the damaged item and forward back to them in an email. We did this within minutes of receiving the direction to do so. We received an email in response to the one we sent with the pictures stating that they never received the photos. Well this went on for 3-4 days. Every time we sent the email with the pictures they responded they didn't receive them. So I called sears back and explained that we were having an issue with the third party vendor and the phone call was escalated to a gentleman that went by the name of Connor. Connor assured us that this would be resolved but that it must go back to the third party vendor for resolution.

Finally we received yet another email from a different email address than the one we were originally corresponding with from what looked like a personal email (perhaps the owner or an associate of the vendor) that asked we send the photos directly to them. So we did. Success!!! "Photos received" replied the gentleman who's name is Peter ** (**) of which we sent the last set of photos. Peter responded with "we will update you on the exchange information" to which we replied "EXCHANGE? No peter we don't want an exchange. We want to know when this product will be picked up at our home and when full refund will be issued..." And guess what?? No response from Peter.. So we are seeking some much needed assistance in resolving this issue and we are very confident that BBB will intervene and help us get our hard earned money back!!!

Coincidentally enough while on google today searching for some guidance on how to retrieve our money, a story had been posted stating how Sears/Kmart would be closing up to nearly 50 more locations. While we would never find news like this to be good or entertaining because it's sad to hear that a company that's been around as long as our parents can remember, it didn't seem all that shocking with this type of customer service.

When we first moved in eight years ago we ordered all our appliances from Sears. The problem was my the original day of delivery, we received nothing like this ordered. They gave the same excuse and set up another delivery date, which the same thing happened, the appliances never came. We ended up canceling and buy everything elsewhere. I guess Sears doesn't care about their customers or their satisfaction. We should have learned our lesson from our past experiences with Sears! I can tell you this is the last time I will do business with Sears and I suggest everyone else think twice before buying anything from Sears! I now understand why your company is dying, NOBODY CARES!!!

A few days later he was out to check the washer, but Sears said it would take a week or more for the parts. He is a contractor with Sears, and was very nice. He suggested we call Sears again and complain about the fact that we had to wait another week or more for the part, and we'd been having to go to a laundromat. He informed us that our P/A should reimburse us for the cost of the laundromat. Sears P/A agreed to pay just a portion of the cost of keeping up with our laundry, but would not expedite the shipping of the part needed to fix the washer. The portion Sears was willing to reimburse was about 1/3 of the cost of having to go to the laundromat. It will be a cold day in a very warm place before I shop at Sears again.

Tonight, I have been waiting for the delivery call that never came, so I called in. After 30 mins with the customer service person, she could not confirm the delivery window. More waiting on hold and she finally told me the bed was not going to be delivered as it had not yet arrived at the warehouse. The rep could not give me a delivery date for the future. I asked for a manager and was told repeated no manager was available, they were still on the phone, endlessly. I have company coming this weekend and now have to spend tomorrow trying to find a bed. Such a waste of time. Completely understand why Sears is near their end. Horrible customer experience.

The minimum charge we paid the tech is not credited to the installation and removal of the new water heater which was installed by a plumber that Sears hired. Although we accepted the recommendation of the Sears tech we were not credited the minimum charge of $79. If the original ad is very misleading and we would have just contacted Sears to install a new water heater if this was apparent. For a "repair" bill of maybe $200 the minimum charge would have been credited, but because we accepted the recommendation of the Sears tech to replace at a cost of over $1,000, we will not be credited the $79. Very misleading advertisement.

Facts of our case: The product was delivered 1/6/16 but the old mattress and box springs was not hauled away. The mattress was stained red, seemed to be "bent" at the site of the stain, and the box springs didn't match. I spent a very long time trying to get the issue resolved by calling various phone numbers, including 1-800-MY-HOME, 1-800-732-7747, and the store. Not only was no one able to help me, but I was treated very rudely -- most notably someone named "Craig" at the Shoreline store who asked me why I was calling him with my complaint.

I drove to the store 1/6/16 to complain in person. I was never able to speak with a manager directly; however, the staff person in the mattress department was able to make the arrangements for the products to be picked up and for us to get our full refund. The damaged mattress and mismatched box springs were returned to Sears 1/8/16 via your delivery service.

We have only received a partial refund of $374.49 by check by mail on 1/22/16. Again, I was not able to get any help calling your customer service phone numbers. I again drove to the store 1/22/16 and asked the salespeople for help. It took the two salespeople almost 30 minutes to get an answer. The salespeople were told that there was an error processing our refund but that the remainder check of $1131.12 was issued and mailed to us 1/15/16. The salesperson advised me to wait before depositing the smaller check we received. I was never able to speak with a manager in person. It is now 2/2/16 and we have not received the remainder of our refund. Calling your customer service numbers gets me nowhere. Thank you.

The next morning I was getting ready to wash and it smelt a lot like gas. We had guests over and they smelt it as well. I had my husband turn off the gas. Our laundry room is right next to our sons bedroom. When he pulled the dryer out he noticed that the delivery men didn't replace end of the tubing or vents that we had paid for. I got on the phone with Sears right away and let them know the entire situation.

They said they would take care of us ASAP but that someone from delivery department would call me within 30 mins (@12:30ish). I received no phone call. At 5:30 pm I received a blocked call, a Sears delivery man telling me he was in the area and asking me for my address. I let him know that we weren't home because no one had called me to let me know anyone was coming. He told me he would let his supervisor know and that they would contact me again. The next day I received a phone call from the delivery manager asking me if anyone would be home between 3:30 and 5. I agreed to be home. No one showed up. I called Sears at 5:30 to let them know. I was transferred between departments. I finally put a claim in to return the dryer.

At almost 7 pm a man called me and said they were Sears delivery in my area. I let him know that I had already put a claim in, his window had been between 3:30-5 and I just wanted to get rid of the dryer. He was very angry on the phone telling me he is busy, he had things to do, and he went out of his way to come fix a leak and to do me a favor. I let him know it was their mistake and not a favor. He then yelled at me on the phone asking "Well do you need my help, yes or no?" I replied no because I would like to get rid of the dryer. He replied telling "Ok I will let my manager know you declined my service," and hung up on me. I had put a claim in to Sears but didn't want to be held liable for the dryer and needed to get rid of it to purchase another one from a different store. I wasn't able to deal with the return the same week because of my husband having surgery.

When we finally called back to have them pick it up every department we spoke to was trying to go around the subject of having us return the dryer. They kept saying that they would get someone out there ASAP to fix our gas leakage, kept transferring my call between departments. We finally became agitated and let them know that we just wanted to have someone pick up the dryer. We wanted no more ties with Sears. They said someone would call us for a pick-up window. To our surprise, the pick-up men came right on time, were very nice and polite on the phone and in person, and were in and out. Overall experience was a stressful disaster. Never will we purchase anything from Sears again. We purchased our new dryer from Best Buy and we're extremely impressed by their service. Will be writing a review for them.

The deliverymen insisted I had to take delivery of the washer and dryer (or else they would not get paid, and/or they would not be able to redeliver them in a timely manner) and could NOT remove my old ones, so the washer/dryer are stuck in the middle of my hallway. Not connected. I asked the delivery service rep, who I talked to live on the deliveryman's cell phone, for Sunday delivery of the stacking kit and hookup of the appliances. She said, "What time?" I said "I didn't care as long as it was all done Sunday, 1/3/16." She assured me this would happen.

Friday, 1/1/16, I got a call asking me to confirm Saturday delivery. SATURDAY? The only 2 response choices the automated message gave me did NOT include that I wanted to change the delivery date. I then tried to call the Woodfield store directly (they were open), but was transferred somewhere where it rang about 10 times and then they disconnected/hung up on me. Saturday, 1/2/16, at 7:03 a.m. (Really? Wake me up? For a delivery I didn't want?) a person from the delivery service asked if I wanted my appliances delivered that day. I told him, "I already had the appliances", once again did not want Saturday delivery but wanted Sunday delivery. He said he couldn't do that, and said somebody would get back to me. I tried to get back to sleep. It didn't work.

Sunday, 1/3/16, at about 9:05 a.m. I called the delivery number and talked to Nick first. I figured they had the WHOLE day ahead of them and certainly would be able to get my washer and dryer hooked up, since I had to go back to work Monday. Nick told me the next available delivery date was Thursday, 1/7/16. I told him that was unacceptable since 1) Sears had made so many mistakes and needed to fix this immediately, 2) I have a little thing called a job and can't be home to accept delivery during the week, and 3) I was already tired of tripping over the washer and dryer in my hallway. Nick said Thursday was the best he could do.

I asked to talk to a supervisor and got Joseph, who was extremely condescending and unhelpful. Repeatedly. He said he could get things fixed on Monday, 1/4/16, but I told him about the little thing I call a job and said I could be home by 6:00 p.m. to take delivery. He said that was not happening. Then he told me the next possible delivery date was Wednesday. Perhaps he didn't understand, after repeated times of telling him, that I work and can't be home during the day. He asked me (in his condescending tone) how I thought I could have a Sunday delivery when the warehouse is closed on Sundays and Sears doesn't deliver on Sundays. I told him AGAIN that, "Meegan promised me a Sunday delivery." I asked how I was supposed to know that SEARS WAREHOUSE ISN'T OPEN ON Sundays and Sears doesn't deliver on Sundays. He had no answer for that.

We went around and around, him offering Wednesday or Thursday delivery again and again. He offered me 100,000 Shop Your Way Points for my trouble, which he said equaled a $100 value. I said that was meaningless to me since I will NEVER EVER SHOP AT SEARS AGAIN. He became quiet and waited for me to speak several times. I was never abusive, although I certainly wanted to be. I told him I was done arguing with him, and that I expected his supervisor to call me the next day (Monday, 1/4) with an acceptable solution to this issue. He said that would be fine, but it would just be him calling because he was the highest level employee to deal with this issue. I said, "Everyone has a boss, and I want yours to call me" but he again told me it would just be him calling me. I had to tell him that I was going to hang up several times before I just did it. He would NOT give up.

He called me about 2 hours later to schedule delivery for next Saturday. I was so beaten down by this time that I said ok, but that I was going to escalate the issue on Monday, 1/4. One of the delivery teams (there have been 4!!!) sent to my house managed to unhook the hose from my water softener to the drain, so when it regenerated it flooded my laundry room, powder room, and kitchen floors. Plus damaged the drywall. From then on, the water softener leaked water constantly as well, so I had to trudge through a wet laundry room for 2 weeks until Sears FINALLY sent a plumber to fix this issue.

The next issue was despite there being many teams out, my appliances STILL were not hooked up correctly and moved 6-8" each time I used them. Lo and behold, some large shipping bolts had been left in. Now I'm battling with Sears to get them to fix the floors and walls they damaged. (Oh, and the dryer doesn't work for more and 5-10 minutes at a time; have to constantly restart it.) They really don't care about all of the damage and stress they have caused me, which is what makes me the maddest. DO NOT BUY FROM SEARS. EVER!!!

So I went online and tried to print a label for a UPS drop off, costs deducted from my refund. That didn't work because of some technical difficulty with their website. So I called and asked for help again. The guy I spoke to was so rude, I had to disconnect. The next person was friendly but told me that my return label was requested 3 days and to give it 48 hours! This whole return process is a JOKE. First person I spoke with told me that I could return the item to any Sears store (so I ordered it). But that turned out to be FALSE. I can only hope to get my money back once the item is returned!

This is two magnetron microwave change outs within 6 months. The usual procedure is waiting 7 to 8 days and the tech comes out and orders parts then you wait another week to 15 days for the repair. The front panel went bad and that took 3 weeks to find one and now two magnetrons plus some other issues that I found the tech never logged. Make sure you get a receipt from the tech on the repair because they will not log it and you're out a history.

I've never dealt with a company that is so unprofessional and absurd--I have the sneaking suspicion that this is bound up with their financial troubles and the recent bankruptcy proceedings on the Kmart side of their business. Why not keep the customer's money for months at a time to shore you up, if you can get away with it? Do NOT order from them if it can be helped.

A week later the box was still here. I called and talked with another female with an Indian accent. She stated that they had no record of my call but after I explained the situation to her she stated that UPS would be here in a day or two to get the box. A week goes by so I try the online conversation with a person named Harvey. Harvey is worthless, stated that he knew nothing of the damaged box and there was no record of it. He would ask again and again "Is there anything else I can do for you?". So I called again, and again was informed that there was no record of me calling. I asked for a supervisor, the female did not want to transfer me. I had to become irritated before she would transfer me.

The supervisor gave me some hope. He found all my calls on record and stated that UPS would be there in a few days. Yep you guessed it, no one showed up. Now it is very near the 30 day limited to return damaged items. I took it to my nearest sears store to return it. They stated that they have no record of items order from Sears over the internet and could not take it back. Finally one of the shipping clerks found the order form that was attached to the box and stated that with that they could refund my money. I was very lucky as this was day 30. If you ever order anything online from Sears do not have this shipped to your house, have it shipped to and pick it up from the store so there will be a record of it. Sears is using India for all of the online items and nothing will ever ever ever get done... ** was my order number.

For all you out there complaining that you've waited 5 days for service, you are welcome to join my party. I know for a fact that on Feb. 24th, they will not have the part, and it will have to be ordered and then another service appointment will need to be scheduled. Today, I have been disconnected three times, talked to three supervisors, all of which cannot do anything other than to say they are sorry and they understand my situation. Nothing to compensate for my taking a day off of work today for this appointment that got cancelled. I do not know why since they cancelled me that I got put at the end of the line for service. It would seem that they would put me in the first of the line.

But, on January 4th, they took a payment out of my checking account for the foundation mattress they claim they delivered. Now, they will not cancel my lease account OR give me my money back. I was never delivered any merchandise, but no one will help me. No one will return my money or help in any way. I have spoken with managers, complaints, yet no one helps. Their Why Not Lease It program says it is all Sears problem and will not help in any way. Sears says they don't know how to deal with Why Not Lease It programs, yet they are the ones who approved my contract with them and promised to give me my queen mattresses I never got!!!

There is no any customer care at all! Finally the store manager agreed to let us return the defective microwave/oven after we suffered 54 days! Painfully, we have to buy another Kenmore Microwave/Oven from Sears store due to we have a specific size that fits our cabinets. Scheduled to deliver and install on 1/21/2016. On the day, we received a call for re-schedule AGAIN! The only unit in the warehouse was damaged?! What kind of business at Sears? Unbelievable! That's not the worst. The worst is everyday, Sears Automated Phone System (888-567-3452) called us saying, your scheduled delivery and install has been delayed. You need to call back to RE-SCHEDULE! We called, confirmed the re-scheduled date.

The next day, the Automated Phone System will call and left the same message again 3 days in a row! We have been treated with RE-SCHEDULE over and over since last year November 29th!!! Is that still not enough? I called them and told them stop calling us if there is no change for the next appointment, they said that's how the system setup. It may keep calling until the next schedule. Huh?! Sears has zero customer care. It is working as an auto system! This shopping experience at Sears has impacted our health, our daily lives! We should ask Sears to pay for that all! Lesson learned! NEVER SHOP ANYTHING FROM SEARS!

Called 3 days later and spoke to service rep. She put me on hold and came back to say they could not reach an installer. Stated we would get a call asap. Four days go by. Another call as a complaint today and asked for install. Put on hold again. SURPRISE, they could not reach an installer and she promised a call back in 2 hours. Nothing. This is ridiculous. I am returning to the store for a complete refund. What country is this "service" switchboard located in? Are all of their installers contractors vs employees? Can you find anyone who gives a stuff? So far no good answers so we will not purchase much of anything from Snears again, except tools, maybe.

1/22/16 NOW I'm getting automated robot calls from Sears to "come pick up my order"! 1/22/16 Call local Sears merchandise pickup. (No record of anything to be picked up.) Back to the bank to provide personal statement and copies of all emails re: fraudulent charge. 1/25/16 MORE calls from Sears telling me to come pick up the order. 1/25/16 Call local Sears again. "No record of anything, but here's the National Customer Relations #, try them!" 1/25/16 Call the number. (1-800-549-4505). 1st rep. Explain the whole timeline. He hung up on me! 2nd rep. She put me on hold (to investigate) but instead re-routed me back through the auto system. (I've explained everything twice by now.) 3rd rep. She helps, but can't find a duplication. Showing only 1 charge/1 item picked up. Searched by order number, email, name. No other records. We were about to give up.

With reservations, I provided credit card number used (which doesn't exist anymore due to suspecting fraud). BINGO!! DUPLICATE CHARGE FOUND! Apparently, due to a glitch in their system. (They apologize of course.) "Will expedite to online team for refund today" they say. (Margaret. Employee #**) Meanwhile, I've spent countless hours calling, emailing, getting the run-around with Sears and my financial institution.

Sears did not call me to let me know of the serviceman inability to show up, so I could schedule something workable. The Sears representative hung up on me. In fact it took three phone calls to Sears to speak with someone on that Friday, because the representatives keep hanging up on me. I was just trying to find out where the serviceman was. I purchased this house several years ago. The prior owner has all Kenmore products. I will not be purchasing items from Sears in the future or shop at Sears in the future. Sears has not shown to be customer service friendly or to have their customers in mind. A 'I'm sorry' is useless.

This second Tech a young man with an attitude said he was not there to clean the machine but to repair it. It was determined the mess was caused by a drain tube 90 degree angle clogged and ruptured. He was to order the part. Instead of giving us a copy of the repair order we found this outside on the ground how rude! Weeks went by and nothing. We call again and find out the part was not ordered and we were reported as abusing the washing machine with washing carpet and causing the failure of the machine. All repairs on the machine from this point would be at our expense.

To find this information out took scheduling 4 visits which we would be charged in spite of our master protection plan because of the reported abuse. We were told because of the abuse Sears would not send another tech for another location to verify our story that my wife only washes our clothes in the machine as she has for the last 11 years.

Our choices: pay to fix our machine, cancel the protection plan which Sears holding wants to they don't have to pay to fix or replace the machine because of our accused abuse. Until there is a class action lawsuit against Sears holding companies for frauding the public taking your money for no repair worries then when you need to use it you're abusing it and they are off the hook when really the customer is just using the product. We have called and complained to file a complaint and requested a second opinion if it is abuse or use? The holding company A&E will charge to come to our home and to repair the machine and not honor our Sears Master Protection Plan.

In frustration, I drove over to the local Sears Store to ask if they could help me in any way. Note that Sears Stores and Online Sears have no relationship as they are completely different companies. He didn't have to do it, but the local Sears person (who noted he frequently gets similar requests) spent 25 minutes on the phone and computer getting to the bottom of the issue. The local Sears person said that the delivery people had dropped the screw and couldn't find it; that's why it wasn't there. The local Sears person was able to get my original request for new decorator screws and print it out plus get information that I'd get a phone call from Sears Online within the next two days. He wished me luck. I received a phone call 4-5 days later and reported the problem to Customer Service. They sent me the decorator screws; on the packing slip it clearly states "white", which is the color I needed for my white refrigerator.

However, the screws are GRAY which means they are useless for my white refrigerator. I remember the old days of Sears when everything was handled through the Sears Store. It appears to me that Sears is not supporting their local stores and instead, are trying to make money via the Internet at the expense of their local stores and customers. The refrigerator is very nice and was rated highly by Consumer Reports, but I'm extremely disappointed by an inadequate and needlessly complicated system for dealing with a very minor issue.

Spoke with Steve, manager at Lafayette, IN Sears - blamed manufacturer. Received call from assistant store manager, refunded delivery charges, but also deleted set-up request; stressed delivery after 3:30. Delivery rescheduled at 4:30 on 1-6; changed to 1-21-16. Received reminder call of delivery for 1-21-16 at 10 am. Spoke with delivery manager at 7:30 on 1-21 demanding delivery after 3:30. Delivery rescheduled due to no-show; changed to 1-23-16. Sears personnel have deleted old delivery dates and original receipt after issuing delivery refund which does not have set-up included as per the original receipt.

Obviously I was very frustrated and expressed that I have no means of doing laundry and I need someone to come out, isn't that what I paid for??? I was told that there is no one who can come out until Monday so I asked to speak with a supervisor. A supervisor came on the line and said that he could get me an appointment on Friday the 22. I told him that I didn't trust that someone would actually show this time and he ensured me that they would. He also promised to call me on Friday to confirm that everything would go as planned. Well here I sit on Friday at 5:40 PM and guess what, NO ONE CAME TO FIX MY DRYER! Shocking. Not only did no one come, but the supervisor never called.

I called Sears at 11:30 AM to make sure someone was coming, and was on hold for 20. Someone answered and told me that I was on the schedule and someone would absolutely be out. I checked the website at 5:15 and MY APPOINTMENT WAS CANCELLED AGAIN! Did I receive a phone call apologizing for cancelling? Did anyone care that I again sat here all day waiting for someone to show up, a service I paid for, for a machine that is practically brand new? Of course not, they update a website and pretty much say "screw you, you don't matter."

Again I called into the call center and asked to speak to a supervisor. I was on hold for over 20 minutes this time and when the person got on the phone, he LIED to me. He said that someone tried reaching me and I didn't answer... it was my fault. I told him that I have been sitting here all day and NO ONE called me. Then he proceeded to tell me that there was an issue with the technician and no one could come. So what was it... I didn't answer the phone or your technician couldn't make it???

I have now been on the phone for over an hour, frustrated out of mind! I asked to have my money refunded for the program and was told I would need to be transferred. After holding for 10 minutes, I was disconnected. I called back and now I am looking at the timer on my phone and it is over 18 minutes and my problem is still not resolved. So let's recap: 2 days off from work, 2 days of inconveniencing other people to pick my kids up from school (one of which goes to school 40 minutes away), almost 4 hours of frustrating phone calls, and my dryer is still broken and I have piles of laundry. I work in sales and if I treated any of my clients or customers the way I have been treated I would be fired and have such a tarnished reputation in my industry that I would probably have to find a completely new line of work.

I was told I could not take it back to the store. It was so much trouble to return it and after making many phone calls and getting the runaround, I gave up. I am the stupid one, this has happened many times with Sears ordering online. I now know never to shop at Sears again! They do not know the meaning of good customer service!!!

The next day, the parts were not delivered. I made a second call to customer service and provided my phone number. Somehow the customer service rep got the number mixed up and accused me of lying because she could not see any record of anything. I then requested to speak with her supervisor who then figured out that she had the numbers mixed up and then she promised to see to it that the parts are delivered. Two days later, one handle of the bottom part of the refrigerator arrived without hardware for installation. The handle for the freezer side was missing as well.

I called Sears again. I was on hold for 55 minutes. The customer service rep stated after I told her my story that she would tell me how to process a return so that I can return the refrigerator. I disagreed with this and insisted on a better resolution. She then contacted delivery and their resolution was to order me parts which I have to wait 7 to 10 business day to receive. I requested a supervisor and her immediate response was, "I'm sorry. This is customer service. We are not delivery. If delivery gave you that time frame, there's nothing I can do." Customer service is really bad at Sears and there was no service recovery effort. Any company that have incompetent workers is in serious jeopardy.

So when I went back to my cart Sears changed the price of the filter to 109.99. Now I was confused so I got on with chat customer service and they said it was a computer error and there was nothing they could do. I could no longer buy it. I think this shady business and the company should stand behind their advertisements and not play games with potential customers. If I were shopping in a store the rules are in favor of the customer in these circumstances or that is criminal in my opinion.

Well it's 3:30 and I get a call from my mother stating they haven't come yet. Immediately, I called the customer service and the idiot over phone had me state my address twice after she had all of my information in front of her and then had the nerve to tell me it was delivered. If I wasn't at work, it would have caused a lot more hell! Other than that she apologized and said they should have called me on the update for delivery. DUH!!! So now it's rescheduled to arrive Monday, the 25th, so we shall see. Again, DO NOT SHOP at Sears!!!

I called a local store and spoke to a gentleman who told me there were no electric water heaters in the state (CO) and they wouldn't arrive at the warehouse in CO until Sat Jan 16th. Hence why the water heater was scheduled for install on Mon the 18th. So the Salesperson lied to me when promised an install in Jan 14th since none were in stock. Still days passed and the installer never called as guaranteed. I spent another hour on the phone with the installation department.

Was eventually given name of installer who I called and left 2 messages with and did not receive a return call. On the 18th I spent another hour on the phone Sears due to the installer disconnecting his phone, Arrow Heating and AC Denver. Once again all Sears customer service could do was read information off the screen. Obviously, since the installer turned off his phone he had no intention of completing the installation but Sears couldn't understand. After going without hot water for a week and a half due to Sears I've contacted another company who is trying to get out today to get it installed. Save yourself the nightmare and don't purchase through Sears! PS. I see another review written Jan 6th with almost the exact situation so lying to customers is Sears standard practice.

The supervisor told me that my boxes indeed have a lifetime warranty (today's tool boxes get limited 5 year only, what a shame). The supervisor told me I needed to go to El Cajon CA to a parts store and they would get me set up. I went to the parts store on Johnson Ave in El Cajon and spoke with two people there, one of them was a women named Vee and she told me I had to pay for the wheels and pay for shipping as well and they would not honor the warranty. This is a shame. Shame on Sears for not standing behind a good product. I will not get the wheels from Sears but I will get them from Harbor Freight a well known competitor.

They wasted my 12 days. I ordered that because the delivery date was January 14, and I had some guests coming on January 17. It was such an embarrassment. I would have ordered from some other place if they had informed me it was not in stock or any other reason. And trust me it does not take 14 days to find out if it is not in stock. And the most annoying part was the response of the CSR and the fraudulent and fake tracking number and update of the order as being delivered. I WOULD NEVER ORDER FROM SEARS AGAIN. WOULD TELL MY FRIENDS TOO. SO BEWARE GUYS. DON'T GO BY BIG NAMES. They are worst than the small businesses.

I asked to speak with supervisor at customer service. First he told me I would hear from a district manager within 30min to escalate the repair. Hour later I called back and this time was told would hear from within 24 hours. Next day called back - always speaking with the supervisor and this time when he claimed he said it would take 48hrs I called him out and told him he was a liar. He hung up - great response for a supervisor. 72 hours later district manager never called. I would never purchase any kind of appliance from sears that might cause me to have to deal with these completely unprofessional people.

I called twice before I left work and got the same response they were "still within the time frame". I get home and call - it's now about 5:45pm and a woman rep answers and tries to give me that lame line about the time frame. I explained to her that it was 6 in the evening and the time frame was up. I asked to get a supervisor and she hung up on me! I was livid at this point! I call back and the rep that answers the phone states tries to tell me about the time frame. I asked to speak to a supervisor... After being on hold the supervisor gets on the line and proceeds to tell me that I have to wait 24 hrs to see the funds would post to my account. I told him that those representatives were lying to me because when I called the day before why couldn't I have been told that information than on have been told it when I called earlier in the day!!! He then proceeds to say that I would have to wait until Monday or Tuesday for my money!

If you could understand my frustration you know that at this point smoke is coming out of my ears. I've emailed headquarters and other emails that I was able to find only for them to tell me someone would be in contact with me within 24-48 hours. As I'm writing this I have yet to get hear anything or have my money refunded back to me. This place is a complete rip off and I hope it crumbles to the ground, that is of course after I get my money whoever that may be!

On Sunday, December 13 I received one automated phone call reminding me of the 8-12 window. On Monday, December 14 I received a call directly from the technician indicating approximately when he would arrive and that he would call on his way, which he did. When the gentleman arrived I took him to my laundry room when he told me that he was there to see the refrigerator, and that there was a separate repairman coming to take care of the washer. He knew the other repairman and called him and he indicated that I was scheduled for a 12-5pm window.

I was unaware that I had been scheduled for two separate service calls let alone that they were scheduled in two separate appointment Windows. At that time I should have asked that tech to leave, as I only wanted the refrigerator repair to piggyback on the washer. However, I showed the tech a broken area of our ice dispenser, he said that that was most likely the source of the trouble and charged me $90.00 and gave me the part number that I agreed to order myself at a later time.