Sears Reviews

I later had a chat with a service rep on their website and complained about their lazy, unprofessional way of troubleshooting. He promised to let management know. Also filled out their feedback request where I graded their service call non-performance in detail. At the end, I ask for the $99 to be returned. As based on their crude evaluation, they have no credibility in providing a correct repair estimate. The next e-mail received was that all service calls cost $99 minimum. That was it. Obviously, I got somebody else to repair the fridge.

They showed zero customer appreciation. I have TVs, my entire kitchen appliance package and my washer from Sears. I am also a Sears MasterCard holder. I spent almost 2 hours trying to get to the correct person to help me. I was transferred, given multiple phone numbers to call, disconnected 2 times and I even tried the online chat to no avail. They showed me no customer loyalty and tried to tell me their policy won't allow them adding in the 20% and that they can't do it because the billing department won't allow it and I can use it on my 2nd visit. They are going to charge me again!!! WHAT? After a 45 min phone call I was told someone should call me back in 24-48 hours and I asked for an email confirming this and no email was received.

Updated on 01/23/2016: The saga continues: I was told it's not their fault I forgot the coupon. Then the part didn't arrive on time for Friday's appt. The repairman was schedule to arrive before the part. Then we tried to reschedule the appt for repair, was told no for the requested date and once again someone would call us. Next thing I know. I get a robocall. They are coming Tuesday between 8am-12pm. No one came until almost 2:00pm. Never again will I purchase from Sears.

Judging by the other reviews I've read Sears obviously does not care about their customers. They obviously don't care about the reviews they receive either. I am going to pay for the repair from a local company and bring them to small claims court. I will never do business with Sears again and I recommend you do not do business with them either. At least, read the other review 1st before deciding.

I was upset so I cancelled the order. They picked up appliances. I had to track my credit down. The store said delivery had it and delivery said the store had it. By this time it was past the due date. I had to go to the store to get it straightened up. My salesperson knew I was upset and could have taken care of it sooner. This Sears saga is ridiculous. There is more but I am so upset it makes me even madder as I write about it. Needless to say during this fiasco I ordered appliances from Home Depot and they were able to deliver on time the first time.

I again called Sears and they offered to have a repairman look at that too. But I figured if after only two days the sofa was already falling apart, I would cut my losses. Sears CUSTOMER SATISFACTION DEPARTMENT really didn't seem interested in helping me other than to refund my money. So be warned. The Daniella III is the exact same sofa as the Daniella II only the new year model. It's made in China and the quality for the price is not worth it. Sears is selling this sofa for $2200.00. The customer service department seems overwhelmed and doesn't appear to want to put forth any real effort to help resolve issues. One of the customer service reps commented "This has been one heck of a day." I have attached photos. I tried to post a review on the Sears web page with the photos I posted here but evidently it was not approved. I hope this review prevents others from having to deal with this sort of thing.

I took the day off from work for the delivery of the washer and dryer. A no show on the 28th. I called SEARS and the representative rescheduled for December 30th for washer and 31st for the dryer, because a certified third party company needed to install the dryer due to gas and permit requirement. The washer was delivered and install on December 30th. Dryer installer a no show for December 31st. Sears stated the Dryer installer had picked up the dryer from their warehouse on Saturday, December 26th. The Dryer installer stated the dryer was never picked up and would need to be picked up prior to installation. The dryer installation was scheduled for January 6th.

SEARS had another company to deliver the dryer on January 4th and stated the company will also install the pedestal, because the Gas installer wanted to charge additional $75+43 total of $118 - this information was not communicated during the time of purchase. The Dryer Installer came on January 8th, but did not install the dryer, because washer was installed first and the dryer should have been install before the washer. The Dryer Installer wanted to charge addition fee to uninstall the washer and reinstall the washer. SEARS has contracted the delivery service and customer service responsibilities to a company in INDIA (Overseas). The language barrier is extremely bad. I asked SEARS to pick up both the washer and dryer.

I don't want to deal with this company again. The representative stated she would give me a $150 gift card on December 28th for the no show delivery appointment. She stated the gift would be send as a e-gift card within three days, no e-gift card received. The representative offered me a $500 gift card today to not return the washer and dryer. I refused the $500 gift card, I paid cash for the purchase. The representative stated once the product is verified at the warehouse to return to store for my refund.

I returned to store today. The sale representative in the store verified product was received in the warehouse, no refund given in the store. The store stated I couldn't receive a refund, the money was in the bank. The store did not give refunds over $200. I asked to see SEARS policy for refund, no one could show me the policy. The store could not tell me who would process the refund... store, the delivery service, or customer service??? I left the store with no refund. I called customer and credit services. No one could tell who would process the refund and when I would receive my refund. I will not use Sears ever again. Their Home Warranty Service is awful too. SEARS also use third party companies to complete home repairs. Run as fast as you can from SEARS. I will be purchasing the washer and dryer from COSTCO once I receive my refund. Never again.

When I spent hours to talk to Sears home services representatives for complaining the attitude of their repair person, they promised me to get a response from Jason and his supervisor. So far not anyone contacted me about the issue. I searched the online for how to repair an ice maker and turned it out by ordering the part from Amazon for $41. It took me 5 minutes to replace the broken ice maker. It saved me $410! I can't believe how Sears home services trying to trap people in their system and how their customs service response the complaints. Even there is no way you can write a truthful review. Never let Sears Home Services do your appliances repair work!!

Now, to add insult to injury (just stab the knife a little deeper, thank you) the stove is to be delivered tomorrow. I purchased play tickets for my granddaughter and myself for tomorrow at 4:00 p.m., thinking, surely, the stove would be here before then... But no... Delivery time is between 5:00 p.m. and 7:00 p.m.. The next delivery day is Jan. 23, and I cannot wait that long! I have been without a functioning oven for the majority of the past two years. I don't get to see my granddaughter that often, and this is an unexpected visit. I wanted to do something fun with her.

And those DAMN automated phone systems! My God, don't let her talk to us in person... Put her off as long as possible... Can you tell I am PISSED??? I appreciate that immigrants to our country need jobs, and I don't mean to be critical of them... They are just doing their job. But the majority of the time, I do not understand what they are saying without being able to see their lips, so the majority of the conversation is "repeat that please"! DAMN! Being single and retired and very busy with community work, you can rest assured that I will spread the word about the treatment I got at Sears.

The very next day they called me and told me the numbers they gave me that were inputted in the salesman's computer that he did right in front of me were wrong and they were off by $919. The first words out of their mouth were "Do you want to pay the difference right now with a credit card or do you want to cancel the order altogether???". WHATTT!!! Didn't even apologize or care to keep my business. At this point my estimate was hitting at $2300 for removal and installation of carpet in two bedrooms.

I contacted in DeSitter Flooring LaGrange, IL and Georgia Carpets in Westmont, IL and I got an estimate from them and mind you they only deal with carpeting and flooring so you would think they would be more expensive. The salesman there worked with my budget and I ended up going with Georgia Carpets in Westmont, IL and my total bill was right under $1000 where it should be. They helped me through the whole process and were excellent. They didn't try to upsell me any product that was not in my budget and I will definitely only use them in the future.

Sears couldn't even explain to me or even take the time to tell me how the numbers got that high and on top of everything Georgia Carpets told me they were giving me the wrong padding and carpet for radiant heating flooring and that was my biggest concern in the beginning that I told Sears I was more concerned about the right carpet. I WILL NEVER USE SEARS FOR ANY BUSINESS EVER. I would solely recommend using a local business or one that I specified because Jon ** out of the Chicago District office who is a manager is rude, disrespectful and doesn't care about customers.

DO NOT USE SEARS...CONSIDER YOUR LOCAL BUSINESSES AND YOUR "Mom and Pop" shops before you even think about Sears. The local carpet distributors did a wonderful job and I can't rave about them enough because they were great! Bob at Georgia Carpets in Westmont, IL is the best!!! They give you the best prices and really put the work in to keep your budget in place and work with you from start to finish. Not like Sears!!! They could care less. Do not and I will repeat do not go with Sears for any home improvement. They are overpriced and only care about the sale and not the person and do not even give you or offer you the right products!

For $15,000+ we are satisfied with the finished product but regret using Sears. Each and every day brought a new set of situations, disappointments and failure to communicate. I'm not even able to recall or list the many issues we dealt with. We can not and will not use Sears Home Services in the future for bathroom updates nor will we refer friends, family or co-workers to Sears. Extremely frustrating and disappointing!

The washer did not measure up for me so I wanted to exchange for a different model. First I was told that I could not exchange for a different model by the home delivery customer care rep who was foreign so I asked to speak to a manager, she refused to get me to a manager until I told her that if she didn't get me a manager I would be calling the district/Regional manager to complain on this department.

I then got a manager who informed me that I could exchange for a different model who sounded like an American. He requested the exchange and said someone would be getting back to me. Still I never heard from anyone. So today 01/08/2016 I called again and they tried to make me pay a difference in price when they actually owe me the difference in price. The exchange is cheaper than the washer I first purchased. I eventually got a new delivery date for the exchange and the difference they said they would waive after I let them know that I would still be calling the district/Regional manager. Sears customer is definitely not what it used to be. The customer service stinks to no end.

Called customer service who wanted to ask me more questions and said they would get back to me in a few days. Not good enough for me, so I spoke to his manager (Olivia) who told me the boots are not in stock and she would refund me. I looked and they are in stock at a higher price plus shipping. She said I would have to pay the higher price and shipping to be able to get the boots (remember I have already paid for these). Two hours later.. Still on hold waiting for a "manager"...

They have now tried to bait and switch me two times (to buy a warranty and to repurchase at a higher price). SEARS is not what they used to be. All foreign customer service reps who don't understand and cannot make decisions. They just keep passing me along... And along... And along. I just want my boots. I now hate them.

Today the case manager told me that the previous manager that I had talked to that promised me it would be resolved by 5:00 on 1/4/16 or she would take care of it herself had put notes in saying she couldn't get in touch with the vendor. My problem is that I could have bought a hoverboard from numerous different retailers but I purchased from Sears.com so I feel as they are responsible for my items. I've told them all that I'm not asking for much, just the items that I have already paid for. I should have read the reviews before my purchase because obviously I'm just one of many that is getting piss poor cust. service.

I contacted the Sears Appliance Store that I purchased from since it is very difficult to locate a phone number on the Sears website. I was given the phone number of the delivery service department and the representative that answered was not speaking English that I was able to understand. The only part of what she mumbled that I understand was there was a problem and my refrigerator would not be delivered. After numerous questions that remain unanswered I asked to speak with a supervisor. The representative put me on hold and the phone went dead after two minutes. I waited five minutes and no one attempted to contact me back.

Again I called the delivery service department and the second representative with slightly better English said their records show that the refrigerator was delivered between 6-7 p.m. I told her I have been home the whole time waiting and would be more than happy to send her a picture of my old refrigerator still sitting in my kitchen. Again I asked to speak to a supervisor and was told that one was not available. Representative Lori (I'm sure this is not her name) told me they would have to launch an investigation which would take 24-48 hours and someone would contact me back.

Bottom line is they are saying they delivered a refrigerator that I don't have and they want me to sit here with spoiling food until they figure what they are doing! I don't know who is running things at Sears but I think they would be bending over backwards to keep the few consumers they have left. Instead they are the delivering the worst service in the industry. No wonder they have steadily lost business year after year!! If I do not have my refrigerator by 1 p.m. tomorrow I will take my business elsewhere.

The workers were polite and installation was fairly quick but I felt like the salesman had failed me. I also asked about warranties before signing the contract and the salesman and contractors had assured me that there's a LIFETIME WARRANTY on all of the products should something go wrong. Fast forward to today January 5, 2016, and I call because there's a leak under the sink for some unknown reason and they say that my warranty for LABOR expired February 2015, 2 years after the work had been completed. She did, however, say that to come out and look at things, a minimum service fee of $100 would be charged along with any charges for the actual problem. I declined to give them another RED PENNY!!! I am furious because I clearly asked if ANYTHING went wrong would it be covered and the salesman and contractors said yes (obviously to get the sale). I'm seriously done with Sears and all of their products!

Apparently if you call the store and it is not picked up right away the call gets sent there. When I finally found the order, it was scheduled for delivery in 10 days. I spoke to a supervisor to cancel the order (3 items) she assured me it was done. I got a call the next day that only one item was canceled and if I wanted to cancel the other two items I would have to refuse the items when delivered or I can send them back and get a credit. I realize that there are dishonest companies out there that will say anything to make a sale realizing that there are no consequences for their actions. Sears is a company that I have dealt with for years, but not sure if I will again. Remember that if you allow people to use your established name that you are ultimately responsible for their actions.

So I called Sears.com to see what was going on. I provided them with the original confirmation number and after a brief hold, I was told that they could only reprocessing my payment for the new price of $399.00. I explained to her the order for $254.00 is already complete, I didn't want to repurchase it. I was told there was nothing they could do, less than 24 hrs later. I was baffled! This is your customer service? I've seen Sears stores slowly disappearing in the Northeast and I believe this sort of customer service is the culprit.

So Christmas eve I waited all day looking out the window and as evening arrived I was supposed to be at my granddaughter's house but waited till 5pm and then gave up. As I was assured it would arrive I didn't worry until now and having to arrive late for the gathering and on top of that with no main present. My whole event was ruined as they opened other's presents. Well this was a disaster from the start and after contacting Sears they never contacted me back. 0 stars and 2 thumbs down for now. Just the issues but mainly how I was talked to by the representatives about the issue and corporate office or the other contact attempts never came.

The failure of the thermostat was previously unknown to us until the aforementioned date. Even though SHW's agreement clearly states: "We will cover a pre-existing mechanical failure provided the failure could not have been detected by visual inspection or simple mechanical test prior to the effective date of the Agreement. A visual inspection of the Covered Items is considered to mean the viewing of an Item to verify that it appears structurally intact and without damage or missing parts that would indicate inoperability. A simple mechanical test means the ability to turn the unit off and on verifying the Item operates without irregular sounds or smoke that may indicate a problem. In certain instances, we may require documentation from you during a claim review."

Despite the fact that all of these conditions were met and their agent/serviceman agreed that it was difficult to pinpoint exactly when the thermostat failed, SHW denied coverage. I asked them to cancel all claims against the policy (i.e., one garage door opener also failed just over a year old and a claim was filed for the unit to be repaired, as well as the oven thermostat in question) and to provide me with a full refund. They refused to provide a full refund and only offered a prorated refund. This is a SCAM!

They suppose that covered items will not fail on the date the contract is in effect, and certainly no four days later?! So when and what do they cover? They seem to consider any device or appliance failure to be merely pre-existing (and assume known to the customer/client) and promptly deny claims while collecting the monthly dues month after month after month. I can certainly understand the case where one did not have a pre-existing warranty already covering their devices/appliance to be suspect, but my home was completely covered by Home 2-10 home warranty when I purchased the SHW!!! Here is the data for the company who processes their claims and who ultimately denied mine: Corporate/Administrative Office. Cross Country Home Services, Inc., P.O. Box 551540, Ft. Lauderdale, FL. 33355-1540, 954-835-1900.

When I said no point coming in if he didn't have right part, he still refused to even look, said, "I could cancel and left.". I called to complain but they didn't seem to care. Will NOT BE USING SEARS HOME REPAIR or A&E again! Seems like a scam to come in for $120 min and not even be prepared to try to fix anything but immediately force a 2nd appt later.

I've been buying ice for almost two weeks; I called Sears repair and told them what was going on with the third party repair changing appointment to another week; I was told by Sears repair there was nothing she could do and that I had to work it out with the third party repair. When I purchased this lemon of a Kenmore maintenance agree; I thought it was an agreement with Sears to repair my refrigerator not pass it over to a third party. I call the store manager where I purchased the refrigerator; needless to say he never called back. I like to get another refrigerator or get my money back for this lemon.

After some research I found the number to the warehouse where my appliances were shipped out of and talked to a few different ladies who offered to get my appliances on the truck and delivered on Saturday 12/19. Friday evening I received a text from Sears "per your request delivery has been rescheduled for 12/26," what, really? Saturday I was back on the phone with the warehouse and they stated Sears booted it out of system to the 26th. The women put me on hold and when she came back informed me she got a delivery team to put it on the truck and would deliver it at 5:00 pm. I contacted them a few times throughout the day to make sure it was still scheduled to be delivered. The girls told me yes. By 6:00 I had not heard from anyone as they did not deliver my items as promised.

12/20 I was back on the phone with the girl in the warehouse only for her to tell me the driver told her I had canceled the delivery (which means it got too late and they didn't want to deliver). She went above and beyond to make sure my delivery would arrive that evening. Keeping me posted on the drivers ETA. Finally it was delivered at 8:30pm on Sunday 12/20. It was delivered but with a big dent in the front of door.

The delivery men said they would have the lady in the warehouse call me in the morning to schedule a replacement. She did call me first thing the next morning and scheduled for Wednesday 12/23. Again they no showed. Finally 14 days after I placed my order and several no shows I have my appliances. I've left several complaints with customer service and was told someone would contact me within 48-72 hours. I have not heard from anyone. Sears is not the company they use to and they outsource customer service to who knows where. I would not purchase anything from Sears and will be canceling my credit card.

I think he knew that it was not worth the cost, so he offered to sell me a 1 year warranty on the Dishwasher for $175. Of course I declined. He then made various offers for home warranties that would cover all of my appliance. For 5 years the cost would have been over $1400. Again, I declined. I would rather put the money toward better appliances, if they are going to break that frequently. Result? I now have to call a qualified REAL Appliance repair company.

Now I was mad not only for the damage and the no return calls but now I ran the dishwasher to find out it holds about an inch of water on the bottom. Now I have been speaking to SearsOutlet.com Customer Service for both issues the dryer and the Dishwasher so this is my 9 phone call to them now. They leave me on hold, come back and tell me to call their repair Dept. which I did and the repair Department tells me all the new dishwashers retainer water on the bottom. I thought this is wrong so I called GE who informed us that "No it should not retain water on the bottom and could ruin the dishwasher" and wanted to make an appointment to come repair (which we would have to pay for). Well I contacted Customer Service informing them of what transpired with their Repair Dept and with GE and again asked for a Manager. Of course the Manager has to call me back. NO CALL AGAIN.

I called again. The person had me hold for about 15 mins. They come back on the line to say that the store Manager where the dishwasher came from will call me to pick up the dishwasher and that they will be issuing me a credit on my CC and should receive the monies back in 2 to 3 Business days and Ed the store manager will call me later that day to schedule a pick up for the Dryer. No calls No Credit. I called today 12/24 spoke with the return Dept who transfers me to another Dept. who in turn disconnects me. I call back Customer Service they look up my order again tell me a check was issued and I will receive in 7 to 10 Business days. I say but I am suppose have been issued a credit to my card and I still have not heard from the store about return.

I asked to speak with someone above the Store Mgr and the Customer Service person I felt that I at least deserved that, nope I was put on a call with Ed the Store Manager who takes no blame in anything and he informs me I won't get a credit until he receives the Dishwasher back. I am so Livid I can't see straight. I told him not only was I not offered and exchange of equal or better value but I am made to wait until they decide to pick up their damaged dishwasher and also have to wait for our money back. I asked him if he has that kind of money laying around, that this was a Christmas gift to my disabled wife. He blamed Sears policy taking no responsibility only that he will call me back today or after Christmas on Saturday.

I was so disgusted I called Sears Corporate in Hoffman Estates, IL spoke with Angelica. She listened to the story of all we have gone through and said sorry but Sears Outlet stores are owned individually even though I ordered from SearsOutlet.com each store that provides the product is responsible for itself. I then asked why if Sears Outlet is named Sears at all if they make their own policies. Her answer is well they are only authorized to sell Sears products, WHAT DOES THAT EVEN MEAN! I am able to view my order on the Sears website as well as the SearsOutlet.com website. Angelica said that each store needs to fix their problems, that Sears can't help as they are not a part of Sears Corp... I said Hope you have a Merry Christmas cause I know you all have spoiled mine and my wife's.

Now I sit and wait again to be informed when they will pick up this dishwasher as well as wait to find out when I will receive my money back so we can buy a dishwasher. People who barely speak English at Sears Outlet Customer Service as well as their Non existent Managers don't do Customer Service. They screw you is what they do. I advise everyone to never order from any of them as I will no longer do any business with any Sears. BEWARE Sears says the outlets and SearsOutlet.com is not recognized by the Sears Corporation according to Angelica from Sears Corp Headquarters.

Many phone calls later, another repairman showed up on November 2. He pulled much of the tile up to reveal black mold. He said not to use the shower, let it dry out and he would have new tiles ordered and schedule a date to come in, tear out the entire shower, put in a new shower pan and retile the whole thing. In response to numerous calls, we have been told they are waiting "on parts" and can't schedule anything until they have them. The tiles are not special in any way and are in fact the tiles Sears offers as "standard". It's now December 23 and we still can't use our shower and we still don't have a repair date scheduled. We have a house full of company coming and only one usable bathing area. We paid more than $13,000 for this remodel and still don't have a shower we can use! Do we have any recourse since Sears keeps blowing us off?

Now we're pissed because they double charged him and took their time to send us the wrong watch. He calls and gets passed around forever to workers who are all equally incompetent. Eventually someone tells him they will send out the right watch and he demands for it to be delivered ASAP because it's 12/21 and a few days before Christmas. Today is 12/23 - no watch yet so he calls again. Of course he gets passed around, told that he must pay for the shipping for the silver watch to be returned and order the rose gold AGAIN. Then they take it all back and say they're actually OUT of the rose gold watches.

What in the actual ** kind of service is this? Now my boyfriend has wasted time and money, has a watch neither of us want, have to pay for it to be taken back, and won't be getting the watch he ordered weeks ago. We are both livid. I don't know how this company is still going - I've never witnessed such terrible customer service. STAY AWAY FROM SEARS.

They keep assuring me that it will be at the site by the 29th, like that makes it ok. I called the corporate office 3 times and they couldn't even help me. I have never seen a more dysfunctional business like this. They don't care about the customer and they lie just to get off of the phone. The only reason they sent my package is because I called. They wouldn't even give me a similar product so I could have it in time for the holiday. No integrity and no compassion.

Sears doesn't want to back up their product. All they say is, "Well, we can't do anything because you're still in the 1-year manufacturer's guarantee". However I have the 3-yr master protection agreement and Sears says they can't change this fridge. Hopefully if you get a Sears fridge it's a good one because if it turns out to be a fridge with problems, good luck because Sears doesn't stand behind their products...They'll just keep sending you techs which fix one thing and another breaks so...horrible service...not what I was expecting...$1500 bad spent.

They suggest that UPS has not updated the status but that they shipped Dec 14th. I call UPS and they point the finger back at Sears saying they never received the item. OK... not cool but I'll wait to see if the issue resolves itself. 24 hours pass and there's nothing. Now I'm starting to get even more nervous. This item is my main gift for my parents. We are now into Dec 23rd now and no one has any answers. I contacted Sears again and got nothing. Just that I need to be patient. I find this difficult when I ordered the item Dec 12th--over 10 days ago!

I have never felt so helpless and frustrated with a company in my whole life. I almost feel like I'm getting pranked by a hidden camera TV show with how they are treating my issue. They couldn't care less. By some miracle I get my item by tomorrow maybe I'll shop at Sears sometime again but as of now I wouldn't recommend them to my worst enemy. If anyone has other places I can post this please let me know.

Two days later nobody ever called so I contacted Sears again and the best they could do was pick it up 12-30-15. Unfortunately I live in a small place and am having a Christmas at my house and now have a 57 inch projection TV stuffed in the corner of my dinky living room. I left a nasty survey and they asked did I want anyone to call back and I gave my information. Of course nobody ever called. Just got blown off again. Waiting to see if somebody is picking this up on the 30th or will I be blown off yet again. Not the first problem with Sears. I should have known better. But this WILL be my last encounter with them.

Meanwhile my husband is 35 minutes from home sitting in the Sears parking lot waiting for confirmation. I said this is unacceptable and asked for a supervisor. The lady told me she was transferring me to hers. 5 minutes later she comes back on the line, apologizes, and tells me again she'll transfer me. Probably waiting for me to hang up, who knows. So the "supervisor" comes on the line and I relay the info to her. She tells me the same thing, it cannot be done. Again I express that's unacceptable after spending this much time on the phone being told it WAS being done.

She asked me to contact my husband and have him go into the store and get the boots from the shelf IF they're available and she would contact the store and tell them he didn't have to pay for the boots because I already had. I'm sorry, what?!?! But you can't change pickup person? He had the credit card, order email with the barcode, and his drivers license with the same last name as mine and same address. At this point my patience are long gone so I just hang up. I apologize to my husband and ask him to just try and pick up the order anyway since he's already there. He texts me after 2 minutes saying he has picked up the order and the nice young man at the kiosk apologized for my troubles but said that it wasn't necessary to change the pickup person. I will NEVER purchase anything from Sears again. The frustration just isn't worth it to me.

What third party vendor??? I did business with SEARS and SEARS took my money NOT a third party vendor. Needless to say, I am ANGRY. I paid $350 for a product that I do not have and that has not shipped to my house. This is my son's Christmas present. Sears is lousy and I will never do business again with them. I hope there are others out there that will also stop doing business with a company that does not stand behind their product! Where is my money!

"Thank you for contacting Sears. I completely understand your concern regarding the pre-diagnostic solution for the issue with your dishwasher. Our technicians are specially trained to repair the particular appliances and they have a capability to diagnose the issue before visiting the repair place and hence, they will order the required parts so that when they visit the repair place they will fix the issue immediately.

Minimum Charge: On the day of service, our tech will diagnose your product and provide you with a repair estimate. If you have the repair completed, the minimum charge is covered by your repair cost (it's not extra). If you decline the estimate, you will be responsible for the minimum charge. It is one-time diagnostic fee and it is non-refundable. I appreciate your patience and understanding regarding the issue."

Sears did offer me a $50 dollar gift card then $250 and finally a supervisor told "I don't know why you were told this because all I can do is give you $90 credit." I have no contractor at present because he thought everything would be delivered by Monday. He was leaving the country on personal business. He asked someone to complete it. My biggest problem with Sears no one took their time to pick up the phone and call me. I was even told do I want another model. That is not the point. Sears got their money and I am sure the person who sold me the appliances already received his commission. I won't be able to have a good Christmas. Happy Holidays to you Sears employees. I think someone should get back to me. Someone messed up and my family and I have to pay. Unsatisfied customer.

We finally got help from one lady and I told her specifically what we needed. We had to wait a whole another week for it to arrive and when it arrived on the day after she told me it would arrive was then we found out she ordered the WRONG ** water heater. We want our ** money back but we were told we have to wait 3 whole ** days to get it back. We have an 18-month-old baby who needs water and I'm ** tired of Sear's ** us. We are in a complete hole right now and no way to get anything fast enough to be of any convenient. NEVER BUYING FROM SEARS AGAIN. PIECE OF ** STORE THAT NEEDS TO BE SHUT DOWN FOR terrible service. Sorry for the wording but I am very p----- off.

First screw up came when I noticed online the tracking screen said the Sportcraft Bowl-A-Rama and the American Plastic Toys Kid-Sized Picnic Table had been requested to be returned. Since I did not make such a request; I called to inquire. I was told an error was made on their behalf and I would have to reorder. I reordered and received the two items and the trampoline a few days later. As late as the 9th I still had not received nor heard from the swing set. In fact when I called my order could not be located. I immediately asked that the order be cancelled. I was told the order would be cancelled. I called back on the 11th as a follow-up and was told the order was cancelled.

Today, with no swing set Sears has taken $2,018 from my account. Causing checks to bounce on my account. December 17 at 8:00 a.m. this $2,018 was illegally taken from my account. Sears never honored their promise to deliver the product, more importantly Sears took money from my account on a cancelled order. I have called every office including the corporate office number and resolutions department to no avail. I talked to and kept names of more than 8 people I have talked with since December 04 excluding two chat conversations. They do not care one way or the other.

It does not matter that I will not have Christmas for my grands because they have taken my money and at no fault of mine. This will be my last purchase to Sears. I am so disgruntled with the trifling handling of my order and money. Today I called and am told it will be 5 to 7 business days before they will return my money to my account. The young lady's name Miriam says she does say where it is to be cancelled but has not been done. My hands are tired and no Christmas for me.

I called the delivery company and they were able to get me through to customer service. I told them I wanted to cancel the order. They said it was done. They said they could not give me a cancellation number or any type of documentation to verify that this had been completed. I was assured that I would receive a full refund in 7-10 days. This was today. What do you think is going to happen? Do not buy from this company. I could never have imagined that a company could be this incompetent and still be in business. They did not get one single thing right throughout my entire experience with them. It has been an absolute nightmare since the beginning.

Every call goes to a call center in India, where every single person is clueless and powerless to do anything about your concerns. An automated voice recognition software could do a better job. I accomplished absolutely nothing by talking to them. If you are even thinking about ordering from Sears, please do not do it. It will save you so much time and energy. If I had known dealing with this company would be even half this much trouble, I never would have picked up that phone. The past 10 days dealing with this company have been an amazingly terrible experience.

After 3 phone calls and spending all day (10/22/2015) at home, the repairman shows up unapologetically at 6pm. Turns out he isn't prepared. He doesn't have any parts in his truck to fix my fridge or freezer. He tinkers with things for a while and says "I'll have to schedule another appointment". He charges me $169.78 for the appointment and parts that he orders. My next appointment arrives (11/7/2015), the repair person installs a new gasket on the fridge door, makes various other adjustments and admits she probably can't fix the problem with the freezer or the fridge but suggests I give it some time to see if there are any improvements. She says if I'm not happy with the results, I have 90 days from the date of service to call Sears back and get a refund for the services. She charges me $88.23 for the service.

Not only did this second repair person not fix the issue, she made it worse. The freezer was freezing up at an even faster rate than before and the crystallization looked like there had been a blizzard inside my freezer. The issue with the refrigerator remained unchanged with no improvement. I followed the instructions I was given. On 11/27/2015 I called Sears Home Repair, told them this story and requested a refund. The customer service person said "Not a problem. Sorry for the inconvenience, we'll issue you a full refund". While I was on the telephone with this associate I told her because Sears can't fix the problem, I'd have to buy another refrigerator and I bought a Kenmore Elite refrigerator later that day from Sears.com. Today 12/16/2015, I check my credit card and the refund hasn't posted so I call Sears to follow-up.

I get one incompetent associate after the next. I tell my story to 8 different people, 8 different times, getting transferred, re-routed, put on hold for 15-20 minutes at a time and hung up on. I speak to associates and supervisors, nobody was willing to help. I finally get one person on the telephone who says the Billing Department decided to refuse refunding my money with no documented reason. I get the name of the person in the Billing Department, Tinto. I ask for Tinto's telephone number, they won't provide it. I ask for Tinto's Supervisor's telephone number, they won't provide it. I ask for anyone's telephone number in the Billing Department, they won't provide it. They tell me the Billing Dept only works 7am - 10am. They don't have a telephone number at all and they're the only department capable of decisioning these matters.

Another associate I spoke with told me I wasn't entitled to a refund because I no longer owned the old refrigerator and bought a new refrigerator. I paid Sears to haul away my old fridge when they delivered the new one! I spent nearly 2 hrs on the phone trying to find one reasonable person willing to help and couldn't find one. They refuse to help, they refuse to facilitate, they refuse to refund my money. If I had ANY idea the above story would have transpired, I never would have considered giving Sears another penny of my business. When Sears delivered my new fridge on 12/1/2015 one of the two men was rude, messy and generally unprofessional. When I ordered the fridge, Sears.com advised that I order a water hose so I did. When the delivery men installed the new fridge, they were able to use the existing water line from the broken fridge and didn't give me the hose that I ordered.

The next day I called Sears to follow up making sure I was refunded for the water hose. They issued a refund but not for the total amount of the hose. I had to follow up twice more via email and as far as I know, I think they corrected their mistake but I haven't received that statement yet so who knows at this point. Clearly there's no integrity with any of their "services" or their 90 day service guarantee. I have receipts for both repair appointments and for the new refrigerator. Please help me hold Sears accountable. They shouldn't be able to treat customers in this manner. Thank you for your time. Stay away from Sears!!

I will NEVER purchase from sears & please do not purchase from Ergode. The day after he told me my item was out of stock he put the item back up on the Sears website for sale. I asked "Ray" why the merchant was allowed to put the item back on the website if it was out of stock and he says they do not have control over that! ANYONE can go on their site and sell anything and you are not guaranteed to receive your item. I called on Dec 7th and it is now Dec 16th and I still have not received my refund!!! I called two days ago and I was told that I would receive an email within 48 hrs. I DID NOT receive the email and called today and he told me I would receive an email in 24-48 hrs!!! Never ending cycle and I will NEVER purchase from Sears again. Neither should you!!! I Have been patient but at this point I am in disbelief with Sears! SHAME ON YOU!!!

After an unsatisfactory chat session (the only way to reach them) I was given a phone number to call for help with my order. The phone # goes to a marketing thing asking for personal information about your age group and it is to sell you life insurance. It is completely automated and has nothing to do with your order. After calling the Shop Your Way people I got a phone # and I was rerouted 4 times and no one knew why my stuff had not processed or shipped. They told me they were sending to their "on the ground team" to find out why my order was not shipped. On Monday, the 14th, I got an email to call. I called and she assured me my items would ship that day or the next and I would be sent a new confirmation email with a new tracking number. No emails, and no items have yet arrived.

Other items I ordered for someone else came in the wrong size with the ink security tag still on one and I had to drive an hour one way to Sears to get it removed. The return process, even in person, was not hassle free. Immediately after I placed this order, I realized their size guide was ambiguous so I got on the chat, within 2 minutes of order placement, and they told me there was nothing I could do, to reorder the items, and refuse shipment with UPS. There was no way I was going to pay for something twice. Then the guy "Ashton" on the chat told me that he could put a note that I get the right size, and assured me I would get the right size. I have transcripts of all my chat interchange. Ridiculous. The best they could do was "sorry for the inconvenience." I have been a Sears customer for 50 years -- my whole life -- and I am disgusted with how they are being managed online. Never in my experience have I seen such incompetence.

Next, the dryer stopped working (freezes, you can't start it or change settings) in November 2015, almost 1 year to the day. We have had 3 service visits that resulted in a dryer that still is not working and we don't know when it will be fixed. It is now December 15 and it has been almost 7 weeks that our dryer has not worked. I have detailed in point form our interactions with Sears: The 1st visit was on a Saturday, the technician showed up later afternoon and found that he needed to order a (computer) piece to fix the dryer. The 2nd visit was on a Friday evening. I had to stay home from work for The visits. The technician showed up replaced the part and found the new part was defective. New parts were ordered and the call was escalated to ensure the dryer would be fixed the following week.

After this visit I called the store 5:40 PM and spoke to the sales lady that sold us the machine. She said she would look into this, speak to the manager and call me back shortly. I called her back at 6:30 for an update only to find out that she left for the day. I asked to speak to the manager and Rabee came on the phone basically telling me that I had to deal with it and he would see what he could do. Guylene called me back on Saturday telling me she didn't call me back because she didn't have an update for me. I told her I would wait for Rabee to get this resolved.

On Monday night a tech called: Carl and he said he would be on site to fix the machine Tuesday between 8 am – 10 am. I again took the morning off work and again nothing was resolved. He showed up letting me know that the parts he had didn't seem to work and that new parts needed to be ordered. The technician Carl, basically said, “I will order it and when it gets here it gets here.” Carl then called an hour later saying a new technician Serge would be taking over and Serge would call me when the part came in. I asked normally when should I expect the part to come in and he said he has no idea. This to me is both arrogant and insulting given the situation.

I tried calling the Sears Anjou location: 514-353-7770 extension: ** which is Guylene's extension for the next hour and not one person answered. Next I tried other extensions: ** and all no answer. It was like the entire company closed for the day. I was very frustrated so I drove to the store in Anjou and asked to speak to Rabee or Guylene and both are not working today.

I asked to speak to the manager who was not only the most professional out of them all but actually took the time to listen. Her name is Isabelle ** Extension: **. She called Rabee at home and explained the situation and Rabee told her to tell me he would look into it tomorrow (December 16). I asked Isabelle to give me the name of the person in charge of the store, which she told me was Jean-Claude ** Extension **. Guess what? He wasn't working that day either. I left him a voicemail, but his voice mail said PETER not Jean-Claude. Isabell assured me that it was in fact Jean-Claude's voicemail. I left a message and still no callback.

I called back asking to speak to the next person in charge when Jean-Claude is not there and the woman asked me what I as calling about. I gave her the 30 second summary and she put me on hold only to come back a few moments later telling me that Mr. Claude ** is the person in charge and he is aware of my situation and Rabee will be taking care of it tomorrow (December 16) - HE didn't even have the courtesy to take my call.

I called customer service today and advised the call agent that we need a new dryer. It is obvious that the service department can't get this fixed and we will be left with a problem dryer. She passed my call to a Stan ** (Not sure if that’s his real name). I told him the same and he told me that he can't do that. I tried to explain to him our situation and asked to escalate this and he told me that he wouldn't pass my call because they couldn't help me. I was not impressed with his attitude (he kept talking over me) and asked if that was because he wouldn't give me a new dryer. The call was a waste of time, he wouldn't help me, or transfer me. If I wanted to talk to someone else I had to hang up and call back to get another agent. All he ended up telling me was that the part was escalated and it would be delivered in the next 3-5 days and then they would schedule service which will take another 3-5 days.

Due to the holidays there is a very good chance we won't have this fixed before Xmas. We have been talking to the Anjou store (Guylene sold us the units) and your customer service to try and get this resolved sooner. We keep getting told that there is nothing anyone can do, basically we just have to wait it out. We have been without a dryer for 7 weeks, which has been a big problem for us AND 3 days off work plus the time wasted speaking with agents, reps, techs, and writing this stupid letter! I just can’t understand how Sears not only treats their customers but lacks in both customer service and integrity from not only employees but all levels of management.

Given today’s marketplace that is defined by how we create and promote our brand and interact with our customers on a social level, it leaves me astonished how Sears as a brand and the people that are behind it just don't care. We purchased and paid for extended warranty and we are demanding a new washer and dryer. Any other option is not acceptable given the current situation and detail above. We will not only be filing a complaint with both the better business bureau, consumer affairs. I would recommend anyone looking to buy ANYTHING from Sears to turn around right away! Sears is a scam!

Someone from Kenmore/Electrolux called on December 11th and said a service person would be calling me on December 14th between 8 and 10 am. Nobody called at all on December 14th. I called 1-800-4MYHOME once again at 4:00 pm. on December 14th. They said they would escalate within Kenmore/Electrolux once again. The Call Centre agent said he would call me personally on December 15th with a status update. At 1:00 pm on December 15th, the call centre agent did call and said he has not had a response from Kenmore/Electrolux. This is where it stands as of now. What an exercise in frustration and waste of time. I can't even get a service call booked in a reasonable timeframe, let alone getting the stove repaired. I can only imagine how that is going to go if and when I ever get an appointment booked!

I purchased a new dishwasher from Home Depot and they made the repairs (what they could) and installed the new dishwasher and stabilized it correctly by attaching it to the counter. Sears also left without installing corbels under the granite counter creating an unsafe situation. Both situations are liabilities. In addition, the grout in the backsplash is crumbling out. They damaged my walls and have not repaired them. They also lost my dish soap dispenser, which came with a $300 faucet I bought. So now I just have a hole in my counter. I could go on about the inconsistencies between the salesperson and the contractor and the project managers, but I won't. I was also told to contact a person named "Alice" when I signed the contract, for the coordination of my project. But apparently she quit, because I tried to reach her for weeks. But was later told that everyone quit in the office. Not a good sign!

During the construction, the contractor was split between several jobs and would work a few hours each day, which is why this project was drawn out. The contractor also left an unskilled worker to complete tasks in his absence. I know she was unskilled because the contractor had to come back and pull down her work and re-do it. Another reason this took so long. They also left a disaster of a mess behind, which I had to clean up myself. This has been a complete mess. I have complained to the managers at Sears but it seems they really don't care how Sears is represented. They want full payment for job that did not go as the contract stated. I WOULD NEVER recommend Sears.

As the phone calls and saga continues I am assured by Christine she has filed complaints with delivery service called SPIRIT in Jacksonville, Fl and she will have somebody here the 16 of Dec. I tell her "no I want it sooner. We settle on 15." I call delivery on 14 to verify and now I am told NOTHING is scheduled since I refused the 16. (That was documented) Told her I did not refuse the 16 it was scheduled for the 15!!! So after I tell them they can come and get this washer and dryer and return it to Sears I am going somewhere else they offer me all kinds of incentives to keep it. NO THANKS SEARS!!! You have lost a loyal customer for life. By the way SEARS YOUR CUSTOMER SERVICE Dept is USELESS as WELL.

When finally I am sent back to where I began, the "routing department", they finally tell me that it will be the guy I don't want or I must take a day off of work to get the other guy, which means that they knew when I made the appointment that they would not be able to fulfill this very simple request. So now I either suffer through the awkwardness of having a guy in my house who knows he is unwelcome, lose a day of pay to get the other guy, or not get the TV repaired at all. This was my first purchase from Sears, and you can bet it will be my last. (PS The TV was a Toshiba three motherboards later, I still have a rotten TV and a truly horrible experience with Sears.) BUYER CONSIDER YOURSELF WARNED. I do not have an order number as no one gave me one, but believe me this is as real as it gets.

So the delivery man comes and then says, "Oh we don't do gas. That is separate and you have to call." I call and wait around on the phone for an hour only to find out that they did not include installation. Go back to the store, pay another $100 bucks so that they will install it. The install man then comes the following week and tells me that they did not give me a proper stacking kit. Go back to the store where they charge me again and tell me it's extra for shipping. Finally told them to cancel the whole damn thing and I am going to Home Depot. Literally a 3 week process that amounted to nothing but a dryer sitting in my garage.

The service technician that came today, as well as the previous week, was very nice and professional. The problem lies within the shoddy "second hand" parts they are pedaling off to the consumer. From what I could piece together from the person, who clearly did not speak, nor understand English, I would have to wait until the end of the month to get another appointment for a service man to come out and say yes, we need another part, and then another appointment for a no good used part (received via UPS) to be put it, to yet again, last 1/2 hour, where I can be here again telling you how your call center and second hand used parts are clearly not working.

I will not tolerate your non-English speaking call center or shoddy used parts any longer. I will not purchase any Sears products or, God forbid, service contracts. This is certainly a very unhealthy and unpleasant experience. I do not look forward to when your product and foreign speaking people are what I have to deal with... on consistent and unsuccessful basis.

The lady I spoke to which I had a very hard time understanding due to her thick accent informed me at first that my order was canceled and I said what? I've been waiting over 3 hrs and I received the call from Sears last night giving my two hour delivery window, there is no way it was cancelled. She said oh wait, no ma'am it wasn't canceled but you are 15 on the list and the delivery men are now at 13. I said then they might not be here till 9 tonight because it's nearly 7pm now. By now I was very aggravated and asked to speak to a supervisor and after many excuses of getting a supervisor on the phone and me telling her I wasn't hanging up until I spoke to one.

I was finally able to speak to a supervisor who then said the problem with my order was that it got mixed up with a washer and dryer and the delivery men could very well have that on the truck instead of my treadmill. After being put on hold for nearly 15 mins, the supervisor gets back on the line to tell me they were unsuccessful in contacting the delivery guy after calling him 5 times and no one answered. By this time I'm just beyond aggravated and told her I'd like to cancel the order. After trying to convince me not to cancel she finally said she did. Her name was Reese and her ID was **. Before hanging up, I asked her again, so this order was cancelled, she replied yes ma'am and ended the call. That means my order should of been canceled on December 5th.

Fast forward to December 7th. I checked online at Sears.com and it showed my order as pending delivery and I would be receiving a call with my 2 hr. delivery window. So it appeared that the lady, Reese from Sears home delivery, never cancelled it on Dec. 6th like she was suppose to. I then went ahead and hit cancel order. I received an email stating my order was cancelled and when I check online at Sears.com it still shows as pending cancellation. I called Sears.com and asked why haven't I received my refund back to my credit card yet? The man said because it's still pending cancellation and no refund will be given until it's cancelled yet he couldn't cancel the order for something I never received!

I have tried to call Corporate and soon as I explain to the lady why I'm calling she connects me to Sears.com which I've talked to numerous times and I'm not getting anywhere with. I told the lady at Corporate that she hung up on me before I could tell her that the 1-800 number she's connecting me to isn't helping me. She rudely said "we don't handle complaints here!" And again connected me to the 1-800 number.

Another week goes by and I am contacted to say they wanted to arrange for the part that was delivered to my house to be picked up by FedEx but they did nothing to arrange for my replacement TV. I just wasted another two hours calling six different places and getting the runaround. I finally talked to Mike at Sears in Arizona who was actually helpful. He said I should have a resolution in 72 hours. I will see how this pans out. Remember Sears big catch phrase YOUR SATISFACTION GUARANTEED OR YOUR MONEY BACK means nothing. What is up with that Bob Vila I heard you say that a hundred times.

Updated on 12/19/2015: This is an update to my review from last Saturday. I was told I would be contacted within 72 hours about a replacement for the RCA television I purchased in September that lasted 6 weeks. I called Customer Solutions again today after waiting a week with no reply. I am now told that I am approved for a new TV but I have to wait another week to be contacted by who knows who. I have been contacted by Sears again about the part they sent that did not fix the RCA 40-inch Smart TV. They still seem more worried about having the part returned than taking care of their customers. I will update this fiasco again if it is ever resolved.

About 5 to 10 minutes later I get a confirmation email for the order. The slacks were not ordered at all. They also had ordered 2 of one shirt and another shirt was sent to the correct street address but wrong state! I immediately called and was told there wasn't anything they could do about it. They said once the order is placed it's unstoppable. They knew they made the mistakes but it was now MY problem. The shirt that was sent to the wrong state would probably be sent back to them and if it was I could contact them for a refund. If I wanted the slacks I would need to pay full shipping rates on them and the 2 shirts just alike? Go stand in line at the store and get my money back! So much for the ease of shopping online.

Since that time I have spent hours on the phone and chat trying to just get the shirt that was sent to the wrong state shipped out correctly but they will not do that. They want me to order it and pay as much for shipping as the shirt costs and trust them to refund the shipping fee. Ha! I was told once they were crediting my card for the full amount of the shirt but after waiting a week they credited me .78 cents and put the rest in an online account I can use. It's funny the PJs were only given a 3 cent discount but the shirt they mailed incorrectly was credited almost completely. I could go on about all the things they said they would do but didn't, how totally uncaring they are, etc. but I'm fed up! Let them keep the $7. They must need it. I will never, ever, buy another item from them. EVER!!

I noticed that both stores, the employees said they saw the wrong list that it was for someone else. I thought to myself "wow lots of people are shopping for the same stove." I ask for my money back. Then I went to a third Sears, the same thing they said they had it but they didn't. I got mad and they said they were going to deliver it for free then I notice that they charge me the delivery taxes. I feel like a fool. The only reason I got the stove there is because Best Buy doesn't have Kenmore appliances. I thought maybe one Sears might have better customer service but none out of 3 I went. They should provide a customer service orientation class.

Also under the terms and conditions it is stated "should we choose to replace a faucet the replacement will be builders standard." So they are covered, the homeowner has the option of getting a cheap replacement or paying the cost to purchase the original item. Also the plumber charged me $60 for the service call and did absolutely nothing to solve the problem. Needless to say I cancelled this worthless contract.

As of August 2015, the unit became inoperable. I have spent countless hours on the phone with various representatives at Sears. No one had a valid solution. The HVAC department told one the representatives from Customer Solutions that I should have made Sears replace the unit when they approved the replacement. REALLY??? I have been advised by HVAC and Customer Solutions to write the corporate office for a resolution. Unfortunately, when you write corporate, your complaint is rerouted to CUSTOMER SOLUTIONS. So for those of you who desire to speak with someone other than a representative in a call center from customer solutions, it's not going to happen. CUSTOMER SOLUTIONS IS THE CORPORATE OFFICE.

I finally called again to press the issue to the agent, then he put me on hold for a while, then to tell me that the appointment got canceled. I asked to speak to his supervisor, I was put on hold and he said the supervisor was online, would call me back in 2 hours, but no one ever called. Then I schedule another appointment. The day came, no technician called. the window is between 8-12. Until 10:30 a.m nothing happens. I contacted the person online for chatting to ask question. Then I get updated that the appointment got delayed. I want my washer fixed, and I have lots to do. I cannot just sit at home and wait like this. I would never consider to buy any appliance from Sears or to order any service again. TERRIBLE SERVICE.

I have had no success in contacting anyone at Sears that was helpful. It is now a few weeks away from a major holiday and our local Sears store here can not assist us due to the fact we did not purchase an extended warranty. Not sure that would of helped in any way after reading other bad reviews. I have been a loyal customer but they sure have not in our time of need. They will not "condemn" the refrigerator but can not fix it either. Will not subject myself to this ever again! Sears just lost another loyal customer. I can not and will not spoil our holiday living out of a cooler. Thanks Sears for nothing!

I have someone waited for the tech to arrive today but no one showed up. I inquire about what happen to the technician and on the two times I called, the representative said no appointment was on record. I asked for the manager after I spoke with the representative. I was put on hold for more than 30 minutes to wait for the manager to be on the phone but no one came up but just the music on the background. I want Sears to contact me about this complaint and explain to me why they subjected me to such unprofessional treatment.

I contacted their "customer service" to let them know I was not happy about being strung along all day and then told it would be another 7 or 8 days. I asked them if they had the flexibility at their jobs to wait around all day for a Sears technician then be told it was all for nothing. The "Customer Service rep" basically said "too bad" and eventually hung up on me. Did not apologize for being strung along all day, did not apologize for a brand new dishwasher that was broken. VERY WEAK CUSTOMER SERVICE. I do not recommend Sears. When you pay for upgraded warranty I would expect much better customer service.

Ice Maker: I was told that it was not covered due to lack of regular maintenance. I asked what the meant since it was the motor that went out and no one would explain it to me. I was told a few days ago, that I would have to take the matter up with the maintenance company. Air conditioning Unit: I was told that this item was not covered due to some rust on the coils

Microwave/oven combo: I was originally told that this item was covered and given a model# for replacement. The model being replaced was a basic oven, and I have a oven + convection oven. When I inquired as to why I was not being given the same caliber of appliance that I originally had, I was told that Sears will only give me a base mode which was $2800. I asked the representative to have someone give me a call regarding this issue, and heard nothing. When I was finally able to reach someone a few days ago, I was informed that I only had 30 days to accept the base model (of which I was never informed) and that now my only option was to receive a merchandise credit of $1978 and purchase my own appliance.

I expressed my dissatisfaction with this option, especially since it was not my fault that I was unable to respond in 30 days (would have done so if someone had told me or returned my calls). Range: I was never given any resolution regarding the range until a few days ago. This is the only thing Sears took the blame for and is now working with me to replace this appliance.

I am extremely disappointed and dissatisfied with the results of this claim. When purchasing this warranty in February, 2015, I was told that all of the items above were included and that Sears would replace appliances up to $10,000. I have been given the run-around about every claim made and Sears would not accept responsibility for the claim taking almost 6 months to resolve. It took 3 calls a few days ago to finally get to speak with a supervisor, Quila, who did nothing but apologize and say she could not offer anything but the minimum credits. I don't feel I should have to suffer for something that was not my fault.

I called customer service which proceeded to give me the run around, going so far as to say they had no information about the purchase. I then requested to speak to a manager. I was told the manager would call me back, but he never called. I called customer service again, about an hour later, and they told me I was schedule for delivery today, but they did not have a window of time they could give me as to expect my delivery. I gave them the benefit of the doubt. Five o'clock came, no delivery.

I called customer service back where it was explained that it was being rescheduled for Monday because the item never shipped from the warehouse, which is in Colorado (different state). Instead of being truthful in the first place and owning their mistake they piled on the lies until they had no choice but to be honest. Very poor business practice. I have assured them I will never shop with them again. That I would review them and their incompetence. And that I was going to report them to the better business bureau. I had to take time away from work, now three days, and asked them if they planned to reimburse me for my lost time.

The employee literally told me I should've "read the fine print" to see it wasn't from Sears. I purchased the item on Sears.com, why would I have any reason to believe it wasn't Sears selling the item or that they wouldn't help if there was a problem? So now I'm trying to get information from DealYard, which is proving to be a hassle. I can't get a response from the company and I can't get a shipping label to send it back. After nearly two weeks of this, I now have to ship it back at my expense. What I'm most upset about is that Sears allows, and makes money off of, third parties selling items on their website, but won't take responsibility for it. I specifically went through Sears because I knew and liked the company. That's not going to happen again.

Today is 12/3/2015 and I do not have a refrigerator working to be able to feed my family. I have to throw away my groceries. What kind of refrigerator last 7 months and we paid over $3,000 and it seems nobody care. We have no idea when is going to be repair. We have always purchased our appliances at Sears but with this experience never again. If we do not get this problem solved asap we will take this matter to a higher level.

The maintenance agreement department was contacted by the technician and I was told that again that the tumbler was not covered, but the motor and bearings were and I could purchase a tumbler for an additional $390.00 or I could take a credit in the amount of $106.00. To add insult to injury Sears warranty company was willing to offer a refund my monthly payments. I would recommend anyone thinking of purchasing a Sears Warranty to shop around and do not take for granted what the Sears warranty representative tells you as truth.

They ordered the part that ACCORDING TO THE PHONE INTERVIEW was causing problems. I had to wait for the part to be delivered + 5 more days to have a technician coming over again. The appointment window was supposed to be between 10 am and 2 pm. At 9:12 in the morning they send an email informing that the appointment has been rescheduled between 1:45 and 3:45, completely messing up my day that I had already to reorganize in order to accommodate their 4 hour window. The technician arrives and he finds out that it was actually enough to check the machine chopper to see that it was completely dirty and not working. He simply replaced it (he had one in his truck). So simple! The part that was ordered had nothing to do with the problem and had to be returned. What a waste of time and money!!!

The only saving grace is my sales person Dan in the Warwick, RI store. He has been awesome through everything. He's actually too good of a person to be working for such a dishonest non-caring company. Might I add that their customer service dept is a serious joke. Again lying to me and saying I was speaking to a rep in the RI location. Ummm we don't have southern accents or say "ya'll" or "ma'am" in RI. It's just not how we speak. Not that there's anything wrong with that. I think it's adorable. Not so cute when you're lying to me though. :/

Anyway, I'm just waiting for them to call me again to reschedule so I can cancel my order. Ya know! At the top of this page it asks you what happened and what was the consequence? Well there isn't any consequence because Sears doesn't care about their customers. I should have stuck with Lowe's. Fool me once shame on you Sears. Never again!

REPEATED CALLS to Customer Service at Sears - they will not do anything about it. It cost $309.77 (after 20% discount coupon, or it would have been $382.83) to get an 11 yr. old, used part from Sears, but only $260 to get a brand new ice maker installed by Mr. Appliance, who did a great job, by the way. Sears Customer Service said they ALWAYS install used parts unless the item is under their warranty. I cannot imagine that their customers are aware of this. We believed that it was a new ice maker. In super fine print on the receipt you see that they installed a refurbished part, but we were never told, nor was it pointed out in the fine print on the receipt. And, I am certain my husband would never have been able to read it. If I had objected, they would have kept the $263.13 downpayment they force as the cost of a call to come to your house. I feel that they owe me a full refund.

After 5 business days I called to say I did not receive the card and they said to wait longer. It has now been 12 days and still no gift card. I have made 5 additional calls and they say that they did send it. I checked my spam folder and inbox and there was never a gift card e-mail. It has now been 24 days since my nightmare purchase and I still have no refrigerator, no washer, and no gift card.

The horror begins now. After a very long wait, she returned to me saying that she could not cancel the transaction because she could not contact someone (?). I told her that she, as a customer service rep, is responsible for cancelling this transaction. She said that I rather keep calling every day the customer service (precious) number and try this cancelling process going on. The monkey was back on my back. The next day, in the morning, I found an email on my computer thanking me for the purchase. There was a transaction number and all details in it. Obviously, there were no phone numbers to call if you have any problems. I called the number I already had and this time I asked to speak with a manager/supervisor. Again, after having breakfast at the phone (I was put on hold), I've learned that Mr. Manager is not available to me but he would call me soon. Of course he never called.

I called again, went thru the maze of torture, and I spoke with a new rep. This time I was lucky because after 10 min. wait, I was speaking to some manager. Again, I had to describe my way of the cross again. I found out that the order number the Sears email referred to was FALSE. Fortunately, they found my transaction by searching by name. The Manager promised that he will cancel the purchase. I am still in limbo. How can I trust them? I don't know what they smoke or snort but the company, from my perspective, is a total chaos-by-Sears. I will contact state of California Consumer Affairs dept. because a lot of laws were broken. For any potential customer: shop at your own risk. For Sears' final months, I have a slogan: "We hate customers but not their money."

I am in customer service, and have always been held accountable for what I say to someone. If we make a mistake then we own up to it and correct it! I decided to call today instead of chatting again, and this time I was told they would put an inquiry in to see when it will be available. I asked to speak to a supervisor, and after telling her the issues with people telling me incorrect information all I got was "Sorry." The supervisor said that they CAN'T DO ANYTHING FOR ME! Wow, Sears can do absolutely nothing for me? They will not give me the item for a discount or free. They will not give me any store credit. They will not swap it out for another auto ratchet so I can get it today. NOTHING!

I have bought plenty from Sears, but tend to always have some issue. Nothing that kept me from going back though. THIS IS IT!!! I'm done dealing with this ** company. How can a company like this not be willing to do a single thing for me? They are losing my business (thousands already spent), and every person (friends or family) over a $35 dollar ratchet kit. Good move Sears. A very prudent move on your part. Bravo! I know that one person like me may not sway your decision to purchase from Sears, but hopefully it will help somebody. I have never once asked to speak to a manager or write a bad review online. I do not like doing something like this because mistakes just happen.

My legal question here is. Sears policy states that they cannot sell parts to a consumer, the only way to get the parts is to have Sears install. Now, legal issue is, why are they selling the board to a "parts supplier" and not a licensed contractor that works on appliances??? So, I called sears to ask about becoming a distributor. Find out that Parts.com is in fact owned by Sears. So, they are on one hand refusing to sell the part. Sears opens a dummy company to sell the same exact part at 4 times the cost and now the consumer can install. This is a legal concern and must be looked at closely.

The Sears Service Rep clearly "mislead" me by saying the warranty had expired. The time and obstacles to replace the tank is ridiculous. I have been a long time Sears customer but I will never buy another product from Sears as I can no longer believe that any guarantees have any merit and the service response is seriously lacking.

So I call Kmart warranty which happens to have the same phone number. I explained that they are the manufacturer and I need a replacement. Another 30 minutes and the representative tells me she will mail me my original receipt and I can take it to a Sears repair center since that's the warranty I have. I asked if she could email it since its 2015 she said no it has to go to the billing address. I ordered it online so they also have my email. She told me once it gets there it would take 3-6 weeks to repair. Christmas will be over. I wasted $300 on a product that lasted 2 weeks and they won't fix it until after I don't need it anymore. I have to purchase a new tree. I purchased a lot from Sears for many years. From clothes to appliances but I will never shop with Sears or Kmart again due to this issue.

I did receive an email a short time after that my item was not in stock and that the order was cancelled and the funds would be returned to my account in 7 to 10 business days. Really??? Is Sears really this dysfunctional? Must be nice to feel they have the authority to hoodwink customers into stupidly turning over their hard earned dollars for an honest purchase. Only to have the ability to use my money to earn 10 days worth of interest in their Sears account. I will NEVER return to Sears for ANY reason short of not getting my money back for this transaction.

I described my problem to a live person after winding my way through the automated phone system. I had a fridge full of Thanksgiving food to prepare for a large gathering. I had planned to do the prep on Wednesday 11/25. I was given appointment for the next afternoon 11/25 , the day before Thanksgiving. The technician arrived and through his smartphone, was given instruction by a person on the other end on how to do the repair and the part needed. $371.83 later my fridge seemed to be working.

15 minutes after the tech left, the codes came back and the fridge was not operating. Again I called the 800 number again and was sent to the Philippines, where I ran into the 18 apologies from a rep and got absolutely no help. I asked to speak to a supervisor who again started apologizing. She informed me that the soonest the technician could come back would be the Friday AFTER Thanksgiving. And that since there was a 90 day warranty on the repair that I wouldn't have to pay again. She acted as if the 90 day warranty was such a HUGE favor to me. I got frustrated, but remained reasonably polite and asked for someone higher up and got nowhere. She then offered me 40,000 points on my Sears credit card (which I don't have) or a $40 gift card...absolutely absurd. I turned down her offer. All I wanted was my much anticipated Thanksgiving to happen for my family.

The "customer solutions" supervisor next told me she'd make the appointment for Friday. Needless to say, after 2 more days without refrigeration, my Thanksgiving dinner was a disaster and I had to throw out $150 worth of food. I decided to check on the appointment on Friday 11/27 to confirm, as I would have to take off another day of work... NO APPOINTMENT HAD BEEN MADE!. I then had to make another appointment and wait until Saturday 11/28. Again, I had to sit at home waiting for the tech to call with an ETA. He showed up and then informed me that I would have to pay for a new part even though the problem was MISDIAGNOSED (those are his exact words), but that Sears would apply the labor charge from the first visit. Pardon me? You call that customer solutions? I call that a customer problem. So, to summarize:

Sears misdiagnosed the problem with my refrigerator on visit #1. Sears charged me $371.83 for this misdiagnosis. The fridge stopped working 15 minutes after the tech left my house. My fridge didn't work for another 4 days. I threw out $150 worth of potentially spoiled food. My family's Thanksgiving was a mess and I was stressed to the max. I sat at home for 2 days waiting for their technician and had to take off from work. Sears expected me to pay for a new part even though the misdiagnosis was their fault. The "customer solutions" department is overseas (cheap labor and hard to understand) and their reps are not empowered to make things right. 18 apologies does not soothe a justifiably angry customer.

A $40 gift card... Seriously? 40,000 Sears points on your credit card? You've got to be joking. The "customer solutions" supervisor who was not helpful and who did not make another appointment which caused me to wait yet another day for the repair. Need I say more? I think Sears needs to re-examine how they treat the few customers they have left. Sears is a store dying a slow death, and now I can see why.

Thankfully, we have choices about where to shop. It's too bad...my parents were staunch, loyal Sears customers forever. So sad... I have absolutely no expectation that Sears will make anything right...if it happens I will be utterly flabbergasted. I'd love to be proven wrong. I would love it even more if the entire repair cost was refunded. Then I might have a different attitude about Sears, but until then, I intend to boycott Sears and I will spread around my bad experience to, Facebook, Google, and Yelp to keep others from having to deal with infuriatingly bad service.

I contacted Customer Solutions, the Sears Exec Office etc. MANY times. I was shuttled to at least 8 people, two of whom hung up. With only one exception Sears refused to return phone calls or to even talk on the phone. Six different people wrote without responding to specific questions and using fake names and no titles or responsibilities. Sears did not even respond to my offer to submit this dispute to mediation. They did offer a minimal discount should I decide to spend even more money for additional repairs. I will never do business with Sears again!!! (I had the AC repaired by a local and responsive company for about 20% of the Sears price!!!) Avoid Sears.

Arranging appointments, waiting whole days for someone to show up, parts ordered, and then 3 - 4 additional service repairs, with no guarantee anything will be fixed or operating as designed. Then a case is opened for kitchen floor, and get ready to do all the work. Quotes for repair, pictures, follow ups so forth. The whole process takes a year at least. And I had the protection agreement as well, so won't cost me, but the cost for the parts and labor exceed the amount I paid in the first place. This is what we get for our economy going global. I'm washing my dishes by hand from now on.

I called warranty co. and they said they had to wait for his report after 24 hour, before setting up another appointment! I got a robo call on next day, Thanksgiving day, I could hardly understand with static, saying I had an appt. next day, Friday, 11/27 1-5, that I DIDN'T SET UP. I called and warranty company could not verify as that dept was closed, to call back at 8am to confirm. Did call 11/27 Friday, and rep said it was changed to 3:15-5. Okay with me. Also got email saying 3:15-5. I got a call about 1:50, repair guy was on way a few minutes away. No more emails showing change in time did I get. I told him it was to be 3:15 or later. He said he could not wait, I was his last call. I said okay, but had to rush, but moved the cabinet. He could pull out the refrigerator, I unplugged it for him, as plug was behind a cabinet.

He said he had room to work. He ran a test, with a plug in meter, from another outlet I provided and said it was the compressor. He "said" he sent a text to parts company and then had to verify if part was avail, and was waiting for return info. Then made call outside. Came back, inside, said was waiting for okay on part, and got it, it finally came through, and then had to verify repair. He first said it was 250, but wrong, (yes that is wrong) but then said he got it correct, and it WAS covered, and it would take about 2 hours to fix. He said he will go pick up part, and come back same day to repair it. He "seemed" like a real nice guy. He said he would return with part in about 90 mins or so, but had another call to make on way (remember, he said, I was his last call that day, earlier). He left, with my refrigerator sitting in the middle of the kitchen still, where he pulled it out.

10 min. after he leaves I get a call from Cross Country, a Matthew, telling me the tech (who he called Steve, I got no name again, or card) won't be back, as there was not enough room to work on the unit!!! Totally different than what was told to me, by the tech, that Matthew will take care of me, will put me with another company besides Sears, and set up a new appt... Matthew said he never approved any repair, or part to the tech. Matthew denied any of what the tech told me. (Is it, did they not want to pay overtime, if it ran late?) I even took 2 photos and emailed them to Matthew, to show there was room to work on refrigerator, and he confirmed he got them. There is still even more room to turn it around, if needed. Matthew insisted Steve was not returning.

After a very long discussion with Matthew, I was told Steve did not submit the diagnosis, or anything, just said that there was not enough room!!! Matthew said the tech never ran a diagnosis, (he did, as I helped him with the plug to plug it in. It was a meter unit) I kept telling this Matthew, that he was looking at the first tech's report not today's... Well, he said the same tech won't be back, that they want to set it up with another company. So I had no choice, and had to agree for him to authorize ANOTHER repair call, (this all is happening Friday at 4:30 by now). Matthew called the other company, (Gulf this time) while I was on hold, and said no appts avail til Tuesday. Now this would make it a week since first call. Matthew said he would set it up and call me right back. No call back from Matthew, happens. I called back again and rep said Matthew noted he set it up and noted he called me back!!! Which never happened.

I explained issue and one rep said it takes 24 hours for the techs response to show up, so it wouldn't show he ran the diagnosis. So then how would Matthew know what it was? So with no choice, I called NEW repair company (Gulf) warranty company said to call to confirm, and they had no info on my repair. Called warranty company again, got Nelson who called Gulf, company to give auth. and he told me to call them right back to set up time... When I did, they were closed for the weekend. Called back again warranty company, and rep kept saying "I understand". I got her to conference call, to show her the other company was closed for the weekend. I have no clue if they got the auth, or what time, and if it will now be a longer delay. No one seems to know what the other one is doing.

They set up appt times, without okay, or notice, and neither tech understood the warranties. I was blatantly LIED to, by the last tech, saying he was going for the parts. Maybe he was done for the day or got another call and was told to diss me, as it was a long repair and needed parts, and to let the other company do it? I think they wanted to take off, or another new call instead, and put me off to the other company... Seems like a switch off for repairs. But the tech sure lied to me, very well. This could have been handled differently. If the tech told me he would not have the parts the same day, I would have understood, but don't tell me you got it all okayed, and am going for the parts. There was blatant lying here, and if it was Matthew, who said the techs name was Steve, was talking to, for the approval, they both are at fault.

All the other reps have are what are small notes put in the account, and it's incomplete. And a con between the reps and techs, of how to get out of the repair at the time, and do a switch to put it to another company. "Sears" doesn't want to do these warranty repairs, they want outsourced companies to do them. This is such poor representation. This is supposed to be with SEARS name on it. It feels like a scam. Now I have to go with another repair company connected to this warranty, after spending 2 full days, over 3 days already, dealing with these idiots. And my refrigerator being off all this time, which will be over a week by the time Tuesday comes around, if I even get an appointment for Tuesday. This repair program was purchased months ago, not just this week. And my refrigerator is still sitting in the middle of the kitchen where the tech left it.

I will not buy another product from Sears because of this. This was their top of the line refrigerator, when purchased, not a cheapie, and all my other appliances have been Sears, but the complaint is about the repair techs, and call centers, and how the appointments are handled. This lying to me like this, and the poor communication between call centers, etc. I am a senior with health problems and this undue stress of appointments switched earlier and moving things each time for the techs, and then leaving the refrigerator pulled out is totally uncalled for. I can see by other complaints I am not the only person with this problem with appointments. I don't know what good sending this will do, but I feel I need to express this terrible customer service that I have received.

So I called GE direct. They said they would be more than happy to help IF I could prove how much service we've had done on this washing machine. So I called Sears. They are completely and totally unwilling to help. The first 2 or 3 representative said "sure no problem" and kept transferring me up the ladder. Finally got to the last person Brittany operator ID **, I would need a court order for a subpoena to get those records. Are you guys serious about this? A subpoena to get the dates and what was done just so I can show GE what all has happened to my washer?

Upon delivery of my mattress exchange the delivered mattress was damaged. The plastic bag was ripped in a several spots therefore dirtying the fabric of the mattress and it had a big ripple on one of the edges due to it lying in on its side vs lying flat during shipment. I called Sears up and told them I refused the mattress and please send me out a new one. The lady told me that they have to receive the mattress back before you can place another order. I hung up and called back. The next lady was able reordered the mattress and that I would have it in a few weeks. I was told that it would be delivered on such and such date.

The date came. I called to see where it was and found out that it was never ordered. Sears reordered me a new one and it would be delivered in a few weeks. The second mattress came again damaged. This time it was ripped. I called Sears and asked if they would send out another one and the lady told me that they can't do anything until maybe tomorrow and to call back. I am very upset with Sears service and when you ask to talk to a manager, they tell me there is no one there for me to talk to. At this point I am so frustrated and disappointed, I would like Sears to pick up my old set and refund me my cash and my rewards money in cash that I used so I can purchase from a company that give a care about customer service. I will going forward recommend that you never purchase a mattress set from Sears, EVER.

Sadly I have to say the day I was told for shoes to arrive passed and never arrive. Even my husband birthday passed and shoes never arrive. I decide to visit the store but now with my husband and explain what happen. When I arrive to the shoe department for my surprise the shoes that I want were now available in store. I explain my problem to the employee that was working in the department. He told me after they verify in system that the reason the shoes never arrive was that the address that show in system was not same as the one on my bill, on my Sears account or the one I provided. It was a mystery for him. I ask him that if I can get the shoes that I already pay from the store since they were availed but he told me that I will have to talk with the manager.

I move from that department to the second floor of the store since I was told that at the moment the manager was in a meeting. Almost a hour later of waiting in front of the office the assistant manager show and spoke with me. She let me know that she didn't have the authority to take a decision of offering a credit for what I paid or provide me with the shoes from the store. That I will have to wait for her to discuss this with her manager and once she had a respond will be in contact with me. She give me her business card (Jacklyn **) and request my full info to contact me. I have to say this conversation was last Friday and as of today I have not been contact. I will like to know if this is what "customer service" this days is suppose to be at Sears.

November 5th no call yet from Sears outlet. I called Sears outlet around noon and talked to warehouse manager. Said they couldn't find it nor do they know where it was shipped. Manager told me to call and ask about my fridge at the main warehouse in AZ. I call head Sears, no one knows where my fridge is. Living out of a cooler at this time. Contact Sears and get put on hold, told to cancel my order and get a "new ** fridge and stop worrying about it" from customer service. November 5th 3 pm after being told multiple times I would get a call back and being placed on hold for hours. I talked to Sears outlet manager again, she explained that somehow the fridge was resold on the 27th of Oct. Fantastic.

She tells me, "I will call you back. I'm going to talk to my district manager and see what we can do." 8 pm November 5th get a phone call stating that she found a fridge and is in better shape than the one I purchased at first. I say, "okay let's get that one." Tells me she will call me back. November 5th 9 pm finally calls back to tell me that I cannot get that one due to being too much over what I originally purchased. I explain in a calm voice that "this is unacceptable. I didn't sell my fridge. You did. Figure it out."

Nov 6th ordered a new fridge. Should arrive 12 days. Nov 19th fridge is supposed to arrive, wait around all day nothing happens. I call Sears outlet around 5 pm. Manager doesnt know where fridge is, states "I will call you back later." Nov 19th 8 pm Fridge got shipped to another state New Orleans. I tell the manager I wanted to talk to the head manager and not her. Nov 19th 830pm. Head manager ** called and talked to me. Asked if I could give him one more day to figure out everything after threatening to go to BBB.

Nov 20th Manager of Sears outlet calls upset. She tells me she cannot do anything and is going to give me gift cards due to when the first fridge went missing. She cashed out instead of putting money back on my debit card. So now if I wanted to go to another store I couldn't. I had to go to another Sears and spend an extra $230 which I didn't have to spare on a fridge so I could have a fridge. This is unacceptable and I WILL BE GOING TO CORPORATE.

Following up on that, I myself called to complain about the wait. I must say that every one of the phone spice reps, with whom I spoke were polite and friendly and seemingly tried to resolve the problem. Well, for Sears, talking about resolving the problem and actually solving the problematic two entirely different issues. Nothing more than a "Sorry, but we can't do anything." I was told the only thing left that I could do was write a letter... No one else was empowered to solve the problem. In the end, the whole situation is reminiscent of the scene in Planes, Trains and Automobiles, where Steve Martin approaches the rental car counter only to be told "You're **."

This is the first time in all this years that I've felt cheated by Sears and it will be the last. With the advent of Lowe's and Home Depot carrying a good selection of home appliances, I will simply take my business elsewhere...permanently. All I can say, going forward is never again! If I could have put "0" stars, I would have, but 1 star is the lowest. Goodbye old friend.

A couple of days later, I got a phone call telling me I needed to call the installation dept. to get a refund. I talked with that dept. then a couple of days later. (This morning) I get a phone call from someone from Southeast Asia, telling me I needed to talk to someone from the installation dept to get a refund. WHAT!!! First of all this guy called me at 5:58 AM. Pacific time. Is that even legal? When I got to work I called the installation dept again, my refund is in the works. Just so you all know a REFUND takes 7-10 business days I was told. BE very careful ordering online. I don't think any of this order was done in the states.

With the time taken off from work we could have purchased a new dryer by now, but beside the point taking 4 days off in 3 weeks and still not having a dryer fixed is crazy. And this does not guarantee that the next drum is usable. Personally, we have has some other problems when we ordered items from Sears Online and we do not recommend nor will be purchase our kitchen appliances (doing a full remodel) and lawn tractor and will spend our money at a company that cares.

Today, a week later, I still am out over $200 dollars (the cost of the camera) and have no camera and it is pointless to speak with them because they don't care! On top of it all, shortly after the incident (within the same night) my card was being used at gas stations for an $80 transaction and two $200 transactions! What a coincidence no? Buyer beware! The fact that no one at the store cares or is trying to do a darn thing about this is frustrating. On top of it all, I ask and ask for contact information to the manager's supervisor and they refuse to give this to me! I will NEVER shop at Sears again. This is the only place I ever shop at because I don't like crowds but I will stick with crowds over SEARS! No wonder they are going under! Honestly, they should probably shut down if this is what they do! To not give me numbers to a supervisor is just downright disrespectful!

I called them back immediately and got this "Spanish voice mail". Short story is this: My husband and I put it together at 5 PM and they never returned (after several calls to the delivery team and to Sears) to set it up. Sears told me the delivery team will call me and "make it right". So we will see. DON'T BUY ANYTHING FROM SEARS THAT WILL REQUIRE DELIVERY. HORRIBLE!!!

I am going to have to take off another day from work for the next appointment. That's 3 days lost wages for their incompetence. I took the time to research the correct part number and gave it to the scheduling person so the correct part would be delivered. Next appointment is scheduled for 11-25-15. I really don't have any confidence that they will get the job done.

A few yrs ago, the washer quit working. Called, set up an appointment, tech said needed a new motor. Another day off work, tech put in new motor. Machine worked fine until this past April 2015. Began leaking and wouldn't spin clothes out completely. Tech came out, (A & E) replaced transmission and clutch. Worked better but not like it used to. As are so many people, I am extremely busy (work 2 jobs, single mom, involved in church activities, etc.), so I just accepted the not 100% functioning, figuring it had some age on it so as long as it was working I was good. Started leaking in August. September, started not spinning out again. Sometimes had to restart spin cycle 4-8 times before would spin at all and even then was not a full spin.

Called, had tech out in Oct. Complained the whole time he was here about how overbooked he was and how time consuming all his jobs were. Told me the leak was from my drain pipe (lived here 13 years, never moved the drain pipe from its original positioning and it's suddenly leaking??!) and my clutch was bad but he didn't have that part so I would have to reschedule. It is now Nov. 21, 2015. I have STILL not got a functional washer, but have lost several day's pay myself, and my son has lost a couple as well, as I would have been FIRED if I kept taking days off. They have replaced the clutch,(AGAIN), the tub, and the timer.

The last guy that came out (this past Tuesday, when my son took yet another day off) ordered SEVEN HUNDRED SEVENTY SIX DOLLARS worth of parts, some of which are the same ones already replaced twice since April, told my son that Sears was pretty foolish if they didn't just replace the machine. Also said the drain pipe is NOT the problem with the leaking. It is a seal!! For the love of Pete I could have one of those high-end sink-on-top digital machines for what they have put into this nearly 13 y/o machine and they keep giving me different stories about replacement. First I was told I had to have 3 service calls before replacement, then it got upped to four. I said "But I have had literally like 6 people or more out here since October" to which they replied "Well yes but the repairs didn't get performed on each visit, so it doesn't count."

Sears used to be wonderful, I have spent literally thousands and thousands of dollars there, as did my parents and aunt. I will NEVER shop there for anything again. I now have several boxes of parts sitting by my basement door, and ANOTHER repair set up for Black Friday!! If I was a suing type of person I would take them for whatever I could, because any judge would see what's going on here. However, I cannot afford to take the time out of work, nor can I afford to lose my job, to pursue that avenue. I can only warn people: Steer clear of Sears!!

My question is, why can't the repair person dx the problem with the dishwasher? Why do I have to tell a person on the phone what the issue is? Because I have no idea what I'm talking about... "It doesn't work" is all I know. I am not a repair person. That's what I am paying you guys for. Next week is Thanksgiving and I feel certain it won't be repaired before then. Oh and when I "chatted" the 3rd time I was told they could not reschedule the appointment that was for earlier that day... Does that make any sense? I didn't need them to reschedule. I need them to come back out and fix the dishwasher.

The second tech called an hour after to say he was on the way but that it would cost me another $60 even though both appliances were on the same work order. When I told him that he said okay and then called back 20 minutes later to say his boss said not to come unless I paid him $60. I told him I would call Sears and have them tell him that I didn't have to pay him. When I called Sears I was told that the tech took it upon himself to CANCEL THE APPOINTMENT. I was transferred numerous times after that until someone put me on hold and then hung up. When I called Sears again, I was transferred a few times before speaking to someone who told me a tech would come to my home the next day (today) between 10 and 2pm. I took a half day off of work today and when I called Sears to make sure the tech was coming, was told that the tech would actually come at 2:30pm because of some delay.

I had to take the full day off of work and called the home warranty people at 3pm when he still hadn't arrived and was told that he is now expected to come between 4 and 5pm today. I have now taken TWO days off of work, have only had one appliance checked out, and the technician wasn't even allowed to order the parts he needed to repair the appliance, have had one dryer tech cancel an appointment and have had another who is extremely behind but does not have THE DECENCY TO CALL AND LET HIS CLIENTS KNOW and have yet to have my second appliance checked out. Do NOT get this service unless you have no job and all of the time in the world to wait for technicians and to call the home warranty center multiple times only to be transferred and hung up on.

Original Review: Nov. 18, 2015

I ordered a coat because it wasn't in stock at the store. I had the people who work there help me with the order. The order came really quick, but there was a big problem. The ups guy left me a note saying I wasn't there. I tried to get that changed but when I called Sears they directed me to at least 6 different people saying my phone number and order number was incorrect. "I have the receipt," I told them and they said, "Sorry we can't help you because the numbers aren't correct." They are the ones who did the numbers not me and they also told me to return the item. I need it with me. How can I return the item if I never received it. Please don't order from Sears unless you want to get scammed out of your money. This is the worst experience I have ever had ordering from a company. I will never order from them again.

This was approximately 10:30 A.M. and now the time is noon.

As I left the store I ask her to give me her name (Note her first name was on a name tag which I guess she forgot she was wearing) and she informed me. She never gave out her name. I would think SEARS would want the service provider to make every effort to assist and follow through on information provided and this would definitely include the service person's name. Why would you not want to provide your name? Again the location was: 1415 S Nova Rd, Daytona Beach, FL 32114 and per the salesperson's name tag her name is **'. Sears has always been an American Business Name that could be counted on. This type of services from SEARS greatly diminishes this idea.

He called my cell phone and told me he could come tomorrow between 1pm and 4pm. He told me to call them to make another appointment which I did right away, again I was very specific. Now I just called to confirmed with them as I did not receive an email and they told he is not coming today but tomorrow!! I see red right now!! It's absolutely not normal!! Customer service sucks especially if your call is routed to a foreign country. Not only they don't understand and repeat like robots but on top of that they tell you how stupid you are. SHAME ON SEARS!!! You will not have my business anymore!!!

The box springs came a couple days later. The delivery window was from 5pm to 7pm. The delivery drivers called us at 2:45p.m and said they were ready to deliver the mattress. My husband explained he was at work and could not get off to be home. The drive hung up on him and called back ten minutes later to say we needed to reschedule. I called customer service. I asked to speak to manager three times and the lady on the phone said she was unable to transfer me. I was then transferred to a gentleman who called himself John. He said he was the supervisor of the delivery department.

John stated that he does not know why my ordered was scheduled between 5pm and 7pm because their truck was only scheduled to be out until 3pm. I stated that I wanted my box springs at 5p.m as stated and that I cannot take any more time off work for their mistakes in deliveries. At 3:15pm, John stated there was nothing he could do their truck was back at the warehouse. I asked to speak to his supervisor or manager and he said he didnt have one. I stated I wanted to cancel my order and he said I would be charged a cancellation fee.

My husband and I spent hours on the phone with customer service trying to get a manager or someone higher up to help us with our complaint. We were told that there were no managers available or that the person on the phone was unable to transfer us. We called the store where we purchased the mattress and it was the same thing. The manager Carlos was not available or hung up on us. My husband called corporate and we were able to get a hold of someone and she said she would mark this as a level one complaint and the store manager would have to call us back in two days. It has been five days and Carlos has not called us back. When we call the store we sit on hold for five minutes only to get hung up on.

It has been a total of 17 days since we first purchased the mattress. I have a damaged, wet king size mattress sitting in the bedroom against a wall because I am unable to use it and I do not have box springs for the mattress. I am out over a thousand dollars. I have tried over six times to get someone who can help me or to talk to a manager and Sears has not called me back or responded to any of my complaints. I would never buy anything from Sears and I encourage everyone that I share this story with to boycott the company as well. They have poorly managed employees, terrible customer service and upper level management that does hold themselves accountable.

The next day, I phoned back and was told that Sears no longer had service tech's in my area, so I would have to arrange for a private contractor to come in, do a diagnosis and a report and fax it back to them. I did so, and followed up with a telephone call. I was again told not to worry - the issue was considered an emergency, and I would be hearing back with a resolution within two business days. On June 11, I received a call fro Sears Buyout Dept., advising me to attend the local Sears catalogue outlet store with a copy of the model and serial number, which I did. The manager of the store informed me that she could do nothing until I brought in the old tank, along with a receipt. I told her that I was instructed that a copy of the model number and serial number was all I needed. I also told her I did not have a receipt, since I purchased it through the catalogue, and that the purchase was still active, since I was still paying for it.

She said she was sorry, but she did not have the authorization to proceed. I then came back home and phoned Buyout again and explained the situation. I was told that I did not have to bring the old tank in and was again assured that the issue would be resolved and someone would be calling me back within the hour. I waited for a couple of hours and phoned back. I was told that I would be hearing from them within two business days. The next day, June 12, I phoned Buyout again. I was told that the local store manager was on her day off, that they would be contacting her the next day.

On June 13, at approx. 3:00 p.m., I phoned for an update. I was told that the manager was out for lunch and I should expect a call from her by the end of the day. At approx. 4:30, I again phoned Buyout to see what was going on. I was told not to worry, I would be getting a call. Finally, at about 4:45, the local store phoned and said they had ordered a new tank and it would be in on June 20th., and I had to make my own arrangements for pick-up and installation. I called Buyout and asked if the tank could be delivered. I was told no, because I had not paid for delivery of the original tank. Had I done so, they would have delivered free of charge.

My wife and I are senior citizens, and live in the country. We have been without hot water since June 09, and will not have our new tank for another 6 days. I have to make arrangements to pick up and install the new tank at my expense. All of our major appliances have been purchased from Sears. They used to have their own repair services locally, but now service is non-existent. If that is the case, the client should be advised at time of purchase that service for warranty purposes are not available. We purchased a fridge and stove just last summer with an extended warranty, which, judging by my current experience is useless. I will never buy another appliance from Sears, and my recommendation is that no one else should either. At the very least, I feel they should have had the water tank delivered from a Sears store which had the tank in stock. Thank you.

Now after a year later trying to follow up with my order, Sears says they can't pull up my record on the second washer at all and refuse to refund me my money. They kept transferring me to numerous people but no one was able to help me. I even went directly to the store myself to see if they could help. After hours of waiting, still no help. What am I supposed to do to get my refund?!!! That's $600 of hard earn money that just basically got stolen from me. Now I'm stuck with this credit card balance from Sears and no washer to show for it. This is terrible service! I will never ever buy from Sears again and I encourage others not to either!!!

3. "Perhaps you should buy one with the plastic interior that way you don't have to worry about rust."

Yes, I am not kidding. These were the responses. I've gone back to the Sears store where I purchased the machine and they were shocked at the pictures I showed them. When I commented on the responses from customer service, their reply was, "We really don't have good customer service, wink, wink." I guess this is going to be my one and only dealing with Sears stores.

Then the bomb hit. The day came for the dishwasher to be delivered and installed; dishwasher came, no installation was ever scheduled. So there we were with 2 dishwashers. Back on the phone I went with Sears "customer service" for hours over a period of 2 weeks. I was bounced back and forth between representative and installation, and no one could help me. I even called the store and they claimed they were trying to help me resolve this as well. I only wanted what I was told, nothing more. Then I started getting notifications that pickups were being scheduled to come to my home that I never authorized. Twice I called to cancel these and of course the delivery driver still called me the day of to let me know when he'd be coming; talk about inefficient! The deliveries that I never scheduled in the first place were never canceled even though I called.

I was exhausted with the runaround Sears was giving us so I decided to take a break from the process. A MONTH went by and I heard nothing; nothing from the store, nothing from customer service, nothing from installation, nothing from anyone saying, "Hey we're working on this." I honestly thought Sears forgot about the whole thing. Then a few days ago, the unsolicited delivery schedules and barrage of phone calls started again. Nothing about the situation has been made better or has even been remotely resolved. I am VERY disappointed with this entire process from the store on up through management. We will NEVER buy anything from Sears again and I have been sure to tell anyone I see about the deplorable way we have been treated. This started because the dishwasher was delivered damaged in the first place and now we are paying the price. I only want what I was told, nothing more. I can see why Sears is losing business.

Even stranger, the item STILL showed available on their website during this call, for an even lower price than I had paid. After being told they couldn't help me, I went online and ordered from another company. Clearly Sears simply didn't want my business - a shame since I am quite the shopper/spender with the holidays approaching. I won't be wasting my time with Sears anymore after such a nonsensical run around for no apparent reason...

The third party repairman came out that day and said he had to order a part and couldn't return for another two weeks. He returned and fixed it but within two days it stopped working, again. When I called, I was told it would be yet another 2 weeks before anyone could return. I got a local repair firm involved and long story short, we lived out of an ice chest for 3 months before ANYONE got it right and it turned out to be the evaporator. I served my guests at Christmas out of that ice chest.

To add insult to injury, I couldn't even get reimbursed for the lost food because I was told I did not buy an extended warranty... even though the breakage took place during the first year which was under manufacturer's warranty. Now, 1 1/2 years later, we've been living out of that same ice chest for 3 weeks trying to get the damn computer replaced. This time we bought a small refrigerator to help ease the frustration. Bottom line... customer service does not exist with this company. BUYER BEWARE!!

They said 3 to 5 business days I will have my money. I called later that day again and was told the same exact thing. I ordered this on a Monday. On Wednesday I called again. Now the whole reason they canceled my order was not because it was out of stock, but because they could not authorize my payment was why it was canceled. By this time I am really upset. They told me to take it up with PayPal. They sell stuff that they do not have in stock, then you have to fight them for your money. Thank goodness I used PayPal. And you do not get customer service here in the states. I have no idea where their call center is located. I asked but they ignored my question each time. Would had been great to talk to someone that I could clearly understand. I would say if you want something from Sears go to their store not online.

I only shop Sears for 45 years, at an authentic Sears. The PC showed deliver to my home installation and closed ticket but no delivery. The management was out after 3 today. Nobody to call but the call center and God bless Felicia #**, your next customer service supervisor, she found the lies and generic paperwork. She works tomorrow at noon. Then I find out the washer is a floor model, yet Sears said they paid full price. It was not delivered as promised in October pending the pedestal. Due to Kenmore washers/dryers being junk via your qualified people, I opted for LG due to lack of tolerance for months worth of begging.

Now I have no delivery, a dryer that takes 2x to dry. Service says pull it out and vacuum since the call center failed to make work order yet some parts were delivered. Now I have a broken washer and almost broken dryer and a communist warranty department incompetent to understand the cost of the labor is more than the set and the cost of the parts are more than the set. Are they bankrupting the company with waste? A loss of long term customer base.

I have 2 years of notes on this, a Valentine's gift delivered 2 weeks after. Broken insides rebuild instead of replacement in May 2013. Its all in the notes. Total disregard for myself or the tech saying, "hey man the insides are torn up." They ** around so long I can't even get a Kenmore so now I have to have a mixed lopsided set. You should be proud. My husband is sick. $2600 for sloppy. It was to ease stress in chores and illness. But instead I am on the phone all the time.

So I am reaching out today to some because I stripped my bedding for a sterilization and no washer or dryer that stays on long enough to dry, to sleep in clean sheets but I can't so I am trying everything on this sight. Reached out to Twitter, Instagram and Facebook. I have a warranty until 2018. How hard would it be to bring a sick woman a washer and dryer to clean her clothes. Its not welfare just what I deserve. Please review my file and hear what Felicia has to say. I will light a candle that I get a washer dryer this week from a real Sears store. Not a home store. Cancel that, it appears they lied on delivery.

My first appointment was scheduled for Oct. 17, 2015 between 8 am-12 pm. I received a call first thing in the morning that they had to cancel my appointment because the technician had called in sick & it is a two person job. I was surprised because the last time I had my cooktop repaired only one person came. The technician on the phone said that he wasn't familiar with my repair & that's why he needed the second person. Okay, I rescheduled for the following Saturday (10/24/15) I was to be the first appointment. Unfortunately, I had to cancel.

When I called to reschedule (because I cancelled after hours) they told me I was already scheduled for 10/31/15 between 1 pm-5 pm. I asked who had scheduled that appointment because I hadn't, they could not tell me. I said that didn't work for me so they offered me an appt. for 11/02/15. I explained that I could not be home. They again offered me the same date as that was the next available appt. I again said I could not because I would not be home. I was frustrated & just rearranged my schedule to get my cooktop repaired on 10/31/15 because I remembered my previous experience, the holidays are quickly approaching & I NEED my cooktop fixed.

On 10/31/15 @ 1 pm a technician arrived, I was so happy. He arrived in a A&E service truck. I do not recall the technicians name nor did I memorize his id number. Needless to say my joy quickly ended as the technician informed me that as he pulled up to my home, he received an email stating that the part that was delivered to my home (almost 3weeks prior) was not the correct part & he was not to install it!!! He could immediately see my anger & tried to reassure me by letting me know that the correct part had been ordered & expedited & he was picking it up on Monday (11/02/15) morning & would be able to return to my home Monday evening. As this was not this technician's fault, I thanked him & he reassured me that he would text me prior to his coming on Monday. He also thanked me for not taking out my frustration on him as most people tend to do.

Needless to say I never heard from that technician again. I still had hope, perhaps the part had not come & I would hear from him mid-week, NOTHING. I called Sears on 11//09/15 to inquire about the repair of my cooktop. I explained to the customer service representative everything that had happened thus far. She seemed empathetic, but she had no information aside from my first appointment on 10/17/15. NOTHING!!! It is as if none of this other stuff happened. She asked me for the name & ID number of the one technician that had come to my house. How or why should I have that information?! Shouldn't Sears know that???

She repeatedly asked me for this info, I became frustrated. She then told me that they had to do an investigation & would get back to me in 24-48 hrs, I told her that was unacceptable & became more frustrated. She informed me that no parts are on order for me & that I have an appointment scheduled for 11/14/15. Again, I did not make an appt for this date, I do not who did. I do not even know what time it is at?! I requested to speak with a supervisor. The supervisor was named Susy, she was useless. She also questioned me as to the name & ID # of the technician who came to my house. I again stated that I did not know that was my responsibility, I would hope that Sears was aware of who they are sending to customers homes.

I am now worried that I allowed someone I should not have into my home, thinking that Sears was on top of this. Initially, Susy stated that a part had been ordered for my cooktop on 11/08/15. Based on our conversation thus far, something didn't add up, she claimed that the only time a technician came to my house was on 10/17/15 - this was incorrect. She stated that technician is the one who scheduled my next appointment on 11/14/15, then Susy stated that on 11/08/15 a part had been ordered for my cooktop. None of this information makes any sense & I questioned her about it. After going back & forth with Susy, Susy hung up on me!!!

I wish I had never purchased anything from Sears & will never again. I have been a customer for Sears for many years. I have purchased, range hoods, lawn mowers as well as grills from them. I have never needed anything serviced by them before. I purchased a warranty for a reason, but can't get good service. Bottom line is my cooktop is still not repaired. My recommendation: SHOP ANYWHERE ELSE EXCEPT SEARS!!!

I still did not get a receipt. Two days later the installers came and were adamant that they could not install the washer. They had to take out cabinetry, move plumbing, and take out a wall in my finished basement... All to REPLACE my broken dishwasher. I said cancel the order and asked for a receipt for the cancelled order. Again was told everything was electronic and that we would be refunded our money in 3-5 days. No refund came. I called the customer care center. They had no history of my transaction. That is because they had my purchase under my mother's name. The address was a Florida address (I live in Indiana), and the phone number listed was my spouse's.

I did not in any way, shape, form give them my mother's name. I do not know anyone that lives in Florida for them to have the address they gave me in Cape Coral, and I never gave them my spouses number for contact. I kept asking the numerous people I spoke with how they even had that information?! And I was not answered. They would not answer me because they said it was privacy issues? Whose privacy?! Mine? Because I am asking how that information is on my case. I have been on the phone speaking to numerous people - Abdul, Chelsea, Lori, Danita... Those are names I can remember - asking for at least a receipt to say that this transaction took place.

I finally got an emailed receipt on 11/3/2015. On my receipt they have a person's name, address and telephone number on there that is labeled the purchaser (I am the purchaser! And I am contacting this other consumer to let them know that Sears is putting their name address and phone number on consumer receipts!) and then my name and information under that as the customer! What?! I cannot tell you how many times I have given my sales transaction number and my credit card information to Sears to obtain my refund and still nothing. I was told that I would be sent to the "Escalation department" and that I would be refunded my money immediately. Still no refund.

I spoke with John and Angela at my local store in Greenwood, Indiana and where the dishwasher was purchased in store - not online John; I was told that my refund was "released" by Sears. I was told by Angela that this means that the bank has our money. I called my bank and they have no record of Sears contacting them in any manner to establish a refund. At this point I will be going to the store and have them actually scan my card in the system instead of relaying information over the telephone. I will wait for a while longer but if no refund comes I will have to go to small claims court and pursue legal action. All over $726.20. I want my refund.

I called to see if we could get a technician to install the board earlier because we have been without a washing machine for over 2 weeks. I got transferred multiple times with the Sears Home Services customer service. They hung up on me 2 times. I finally got to talk to Rich (who I could barely understand) and asked to be transferred to his supervisor. I was transferred to Ed. Ed was totally unhelpful, very rude. I asked to talk to his manager. I was told that he was the "highest authority". I guess I don't believe a customer service manager is the highest authority. So, I am still without a washing machine for another week. I would not recommend using Sears Home Services. They were horrible to deal with!!!

At 4:30 pm, the repair guy calls and tells me that my appointment is rescheduled for the next Tuesday. I'm not available on Tuesday, so I call the office and reschedule for two weeks later. It's the soonest they have. 1-5 pm again. Take the day off work. At 4, I call the office. The repair guy isn't answering his phone, but we're "next on the list. He'll be calling you real soon." At 4:50, I call the office. They still can't reach the guy, but they have someone else who's a 90 minute drive away who can come at 7:30. Since I have plans, I politely decline. The next available appointment is two weeks away. I ask to speak to a supervisor. A supervisor comes on. Doesn't care. Nothing can be done. Take it or leave it. I left it. Never again with those guys. It's a month later, and I still have a broken dishwasher. #idiots

I am so dissatisfied with Sears. I warn you do not pick Sears, you will be sorry. They are a three ring clowns in a Volkswagen act to the tenth power. They have gone down in service. I was a 25 year, 20 item master plan whole house warranty, I quit Sears. You have made me an unhappy riled from anxiety ex-customer messing with your company. Thumbs down. By the way, the maintenance consisted of wiping the screen and checking the connections, because there was not anything wrong with my televisions. The technician said he couldn't touch them because if he broke something he would have to pay for it.

I showed him over ten years of renewed policies that I still had and even that made no difference. A 25 year customer and he couldn't wipe and check the connections for fear his boss. 3 years ago, my refrigerator was leaking and destroyed the floor under it and I turned it into my sears warranty and they wiggled out of it and I had to put it on my homeowners insurance. LOSERS... master-protection