Sears Reviews

One week later, I am still waiting for my refund. I was also getting a call from the Sears Warehouse to set up a delivery date. They left a message saying that they could deliver the mattress no sooner than 9/24. I called Sears back and they stated that the order was not cancelled yet. I stated "Cancel the order now and send me an email confirmation." No one at Sears knows what they are doing. I will never order from them again.

So now I am stuck with chairs I purchased for $300 that I can't use. Sears will take NO responsibility. In fact when I called they transferred me to UnbeatableSale without my knowledge and when I called to file another complaint they once again filed it with UnbeatableSale. I was completely misled and from the confirmation email I have from Sears with return information on the email, I should be allowed to return the chairs for a full refund!

Talked by phone to several customer service reps, hoping to have delivery team return as I had purchased new hoses within my 2 hour delivery window. Was told no one could return for another week. All representatives were extremely rude. No one gave me the same message. I don't even know if I will get credit for hoses I purchased in the first place. When second team eventually returned for installation several days later, they informed me they "were not supposed to" install hoses to connect washer on a different floor. They did anyway, complaining the whole time. This whole experience was a nightmare.

For Monday's delivery they updated me with delivery times via text to my cell phone, but for today's fun and games they elected to use our home phone. This home phone has the ringer off... Somehow I noticed an incoming call to the "friendly" voice of today's delivery dudes. "You are hooking it up yourself? Yes?" "No, we paid for some gas hose AND set-up AND placement." "Not on my paperwork, Sir. Don't even think we got one of those on the truck." Called "customer service". Told him it MUST be installed today, without fail. "Yes Sir, we'll be out the 26th and get that taken care of." "NO YOU WON'T." "Yes Sir, we get a installer there the 26th." Please transfer me to your manager. Same routine. Demands. Same spiel.

We have been living out of a cooler for a long time. I keep calling and complaining and finally a representative tells me that my service agreement covers refrigerator rental. Why wasn't I told this months ago?! They give me incorrect dates for service visits which I find out about only after repeated calls. The window given is 8 AM to 5 PM. The repair technician fails to call me as requested before coming and just shows up when I live 50 minutes away from my work. Do yourself a favor and do NOT buy an appliance from Sears!!

Set up an appointment. They don't show up. Company they sent me to was Midway Appliance. I called them that day to make sure they were still coming. They said they were so I waited all day. No show. I call them the next day to have them call. They never did. I cancelled my contract with Sears for my money back as they were of no help to me... I will get it back but they say they have to cancel the repair I ordered in the first place and I can call back to cancel in 3 days when it's cancelled for a refund. I will never ever buy their extended warranty or an appliance from them again. They can't service it for me in the first place. Pissed off customer.

I received no call on Sept. 20 and no refrigerator on Sept. 21. I called Sears, and they said my American Express card was denied. They said call my credit card company and denied any problem with the order. I called American Express and they verified that the problem was on Sears' end and that the charge went through and was still pending. I called Sears again, they refused to put me through to a manager assuring me they could handle my problem. Of course they could not and did not. I wasted an hour on the phone.

They finally acknowledged the error was on their end. They promised 10% off the order and free shipping. Wanting to move on I agreed. Then when he quoted the new price it was HIGHER than my original price. Evidently the sale price I had at time of purchase was no longer in effect. I was told I could only get 10% off of the new price which was 20% higher than my original price! So, an hour wasted. I insist on speaking to a manager. I have to explain the entire situation again, rebut all of their incorrect data, the entire routine again until the manager finally acknowledges Sears' error and agrees that it should receive 10% on the original price.

Now 2 hours later, and a wasted morning, I am told I will not receive the new refrigerator for 4 weeks! So, I am without a refrigerator for 4 weeks, not the end of the world but a major inconvenience for sure. BAD JOB SEARS. VERY unimpressed with your telephone representative custom service. Making it way too difficult to talk to a manager. Denying responsibility. Wasting 2 hours of my time, and no special help with an early delivery date. Be sure to double check your orders after a day or two. And ask for a manager right away no matter what they tell you, otherwise you are wasting your time. I now face a weekend of company with no refrigerator. And little compensation or concern for my situation from Sears. Last time I make a major purchase with this company.

I took my watch to another Sears store just to be told it would have to be sent out for 3 weeks. For a battery replacement? I contacted Sears complaint department and, although pleasant, was basically told "sorry about your luck." I can't get my money back, I can't get the battery replaced at a Sears location, I'm not going to send my watch out for 3 additional weeks. If I go to a jeweler's to replace the battery, what good is the Sears service agreement? This is just the final straw. Since March 31, 2016, I have spent upwards of $18,000.00 at Sears setting up a new house. I've had nothing but problems. I just purchased another home and had intended to spend just as much. However, Sears has just lost ALL of my future business.

We were told to expect a confirmation call for our Sears appointment (it never came); and the service man was supposed to call ahead when he was on his way (he never did call at the appointed time). The Sears service man showed up the next day, but two hours late. Said all computers were down and he could not pull up our appointment (interesting to note that the Top 716 Complaints and Reviews at ComsumerAffairs(dot)com is about "Sears Appliance - Refrigerators").

Turns out, according to bad reviews from consumers, the "computers are down" excuse is constantly employed by the service reps to get around anything they want according to many who report on the complaint site. That includes missed notification calls, appointment times, and inability to repair because the reported problem with the ice-maker (or other product) was "normal" (see below).

I explained the problem with the ice-maker. So, the generally arrogant service man generated ice from the maker placed large samples of the "bad" ice on our counter-top on colored paper towels... took photos, and said, "This is normal ice. This is how Samsung's ice maker produces its ice". I pulled out the freezer drawer and produced absolutely perfect cubed ice from the supplemental ice-maker. Despite that, he continued to claim our "bad" ice was normal (BTW: this all takes into consideration that, when switching from one ice mode to another, it is typical to get a little left-over crushed in a glass of cubed. But with us, it comes out that way, all the time.

Ostensibly, the man sent photos to Samsung, covered his conversation with their rep, wouldn't let me talk with the so-called Samsung rep... then, proceeded to tell me that Samsung agreed with Sears analysis despite the fact that the photos never got to Samsung (because the computers were down) "The ice was normal, even if it was crushed when the cubed button was on". We paid over $500 for the service contract, three years ago--never made any other claim--and they have not honored it. As of today, the top ice-maker only dispenses a weird combination of mixed half-baked cubes and crushed ice (at the same time... no matter which door button is pushed for type of ice).

Moreover, none of their customer service nor store representatives were customer friendly - several of them hung up the line, or did not even bother to answer basic customer queries. Even upon asking them politely several times - they would shuffle me back and forth between their online, delivery and store team. I was doing all the follow-ups, calling different departments and keeping track of my order status and cancellation. This is the kind of service provided for a items worth more than 3 grands. Definitely - one of the poorest retailers in the country.

We called again. The store said we need to speak to customer service but customer service said we need to speak to the store. EVERYONE tried to shift their responsibilities and till now SEPT 16, no refund is arranged. When we called to the store again, the item and installation are still not cancelled!!! SEARS tried to cheat all the time, we are going to call police and file legal complaint based on our experience.

Overall it will be a six week or more time frame that I will have been without my dishwasher. When I called Sears to express my concern about the timeline and asked for a solution I was told I would just have to wait. If I had not spent the money on the 5 year service contract, I could have had a local service company up the street from where I live make the repair for me. I will never buy another product from Sears again and their service contract is a WASTE of money.

The next available appointment was made for a week after that, which means, but the time all is said and done, that I will have gone 5 weeks without refrigeration, and that's only if they actually fix it at that time. The catch with buying a Sears warranty is that they take forever to fix something. I suspect that they do this in hopes that you will give up and pay for someone else to take care of the problem. Do NOT waste your money on a Sears warranty. We have a house and garage full of Sears products. Their brand used to represent quality and service. It is now clear why they have lost their market share. We will not be buying anything from them in the future.

A few days later they asked me to unwrap the broken bottles and provide pictures. I sent them a picture of a couple broken bottles, managing to cut my finger on a broken piece of glass in the process. This still wasn't good enough they asked for more pictures. I sent them over 27 pictures in all. I sent them several cutting my finger as I stated. It is not safe to continue to pry open these items. I think I have done more than enough to honor their requests for proof.

This has gone on now for over 3 weeks. I would not want to lose a customer over what is an obvious bad packaging job from them. With every email which I have numerous, all they ask is for more and more pictures. This is like all of the english language they know. It is like a broken record. They obviously don't want to do what is right and reship or credit my card used. So if this post saves you guys hours of hassle and frustration not to mention your money, then my $110.00 was not totally lost in vain! I can't believe Sears has not stepped up to issue a credit since it was their website selling these for this company. I am filing a consumer complaint with the BBB and the FTC. I believe this company is actually offshore because their emails are between 3am and 5am EDT.

Please do yourself a favor and buy elsewhere. The positive reviews on here must be employees or family just to help boost their rating. Be smart. Pay attention to the names etc. Look at pictures of their business address on Google Earth. Nothing there. If it wasn't through what I thought was a good company, Sears, I would have done more homework myself. I hope the BBB will at least help in some way! BUYER BEWARE, YOU HAVE BEEN WARNED!!

"I want to use Discover ** for all future purchases with Sears Holding Corporation. I understand this lets me check out faster by not having to log in to PayPal to finish my purchase. I understand that if I have a PayPal balance, that balance will be used first to complete my payment and that if my preferred payment method is expired or declined, PayPal will charge my backup payment method. I can change my preferred payment method or cancel this authorization at any time in my Account Profile at PayPal.com."

Around noon I decided to call their 1800 number to check status on the schedule and the automated voice service said it was changed to come in between 12:45pm and 2:45pm. I waited another hour and called again just to confirm but this time decided to speak with a live representative. The lady who answered checked in to my service request and said that they would need to reschedule this appointment due to it being scheduled for a annual maintenance and apologized for the miscommunication. I asked to speak with her supervisor to request the repair be done today since I wasted an entire Saturday waiting and didn't get at least a courtesy call about the cancellation.

I then was transferred to her Supervisor whom by the way said he was the highest rank of manager and that I couldn't speak with anyone else. His name of was Ron and was the rudest person I've ever spoke to, he told me I had no choice but to reschedule the appointment soonest being on September 19th falling on a Monday between 1 - 5pm. Monday of course is the worst day being a work day and no one would be home. He then kept interrupting me while I was trying to explain my importance of my washer being fixed before this date. He then said that he couldn't do anything else for me and that if I wanted that scheduled time or not. I had no choice. No wonder this company is going to ** and eventually going out of business, they have the worst customer service and obviously the reps are from a different country with accents that can barely be understood. I will never again make any major purchases with Sears!!

This "Repair Man" not only didn't fix the problem he created a new one. The Landlord called him back with the news but the Contractor said when he left it was fixed and this represented a new problem saying to have the $60 co-pay ready for his next visit! Sears was contacted and they made an appointment for a real Sears Repairman on 9-9-16 between 1 & 5. At 3 the Landlord called to make sure that they were coming and was told, "Don't worry he will be there by 5PM." At 5:30PM they did not show and Sears was called again. They claimed the Repairman's "computer went down so he did not know he had an appointment." It's the hottest summer on record and I've had no use of my washer for a month. With the time taken off from work that's enough money to buy a new machine or have a real Repairman come to fix the issue. Now a new appointment has been made for 9-14-16. Will they come? What will happen if they do? Only God knows.

On the 24th I got a text and call telling me that my delivery date had to be moved to Sept. 1st because the additional part I had ordered had not arrived at the workshop yet and I wanted everything to arrive together so that it could be installed. I agreed to the changed delivery date. A few hours later I got an automated call telling me that my order would arrive on the 25th. I thought this was rather odd since the date had just been changed and tried to call and check on my delivery. I got an automated message telling me my order would be delivered on the 1st. Believing the call about the 25th was a mistake, I was not really expecting a delivery on the 25th until I got a text saying my delivery would arrive in 30 minutes. They came and delivered my washer and dryer. No hook-up. Despite that being included in my order.

On the 31st (I believe) I got a call saying that the part I ordered had arrived, but they needed my dryer at the workshop to install it. They came and picked it up on Sept. 1st and a couple of dryer parts were left here as they were going to bring it right back on the 3rd. On the 2nd I got a call telling me that it was impossible to side vent my dryer. Now I was a little confused at this point as I had asked them to bottom vent my dryer. In any case, this was also impossible despite bottom venting and side venting both being valid options at check out. I was informed I would have to buy an entirely new dryer.

I contacted the sales department as instructed and double checked with them that the new (more expensive dryer) was indeed capable of being bottom vented. It should be delivered tomorrow if there are no further problems. Then I will just have to figure out how to get the extra dryer parts back to Sears without incurring additional expenses. I should be reimbursed for the cheaper dryer at some point in the future, but that does nothing to compensate me for the great inconvenience I have been caused by this experience.

I am extremely displeased by the misrepresentation of appliances I discovered on their website and the lack of communication between different Sears departments. Ex. Sales and warehouse, workshop and delivery. Finally, I have had the washer I ordered (with free installation) sitting in my utility room (uninstalled) for the past 13 days. With any luck someone will get over here and install it around when they are installing my (hopefully bottom venting) dryer.

In the afternoon I called Sears again, tell them I would like to just cancel the order to save the trouble so they will refund the money to my credit card. Again she said she's 100% sure it was already cancel. They don't need to cancel the order which never went through, I didn't know what to say... I tried to be nice to the customer service personnel on the phone. I know it's not really their fault but Sears online order system is screwing up their business. I gave up talking with them and I was gonna call my bank since my credit card has protection for things like this. I was also gonna order my bed with IKEA that night.

When I went home, guess what? The bed sheet from my SEARS ORDER ARRIVED!!!?? I thought they were very sure it was cancel and my credit card info didn't match??? Then why is the fee deducted in my bank account and why did I still receive the item? WTF??? I am still waiting for the rest of the order but I will definitely never shop at Sears.ca again...

So ordered another part and made another apt. which was today. Called and ask if we had received part?? Didn't know it was coming here. So almost a month without water softener, very hard water which is why we have one. Also almost two months filled with nasty water. Never drained even though I have asked numerous times and expressed mold concerns. I have filed a claim with Better Business, I have sent letter to the store Manager that sold us the water softener and the warranty, with no response even though he would check into it. At this point, since I sent it as email with read receipt, not received so I am assuming no action from the store.

SO, what I have is a broken water softener filled with nasty water sitting in my garage that is not fixed and no one seems to know how to fix. Additionally, we found out that in the State of Texas only a licensed plumber by law is to work on water softeners. I ask the Technician if he was licensed and he said no, only has Sears training. I can not tell you how disappointing all this is. Sears was a household word in our house growing up, we bought everything from them and ordered from their catalogs. Their return policies and Customer Service were excellent and we had no idea they had progressed to the dysfunctional mess we are going through. We have asked for a replacement, we have asked for our money back for the water softener and the warranty, we have received nothing.

I have conservatively spent 7 hours on the phone with Sears the past 3 weeks. Their system is an utter nightmare to navigate through. I've been hung up on, been hold forever. I have taken parts of 4 work days off to wait on repair technicians. And still no washer! Now I'm trying to just return the unit and get my money back. And that is difficult. They won't refund my credit card until the unit is picked up, taken back to the factory and rescanned in. But they can't give me any idea when that will take place. This is a nightmare, and no one at Sears seems to care one bit. Delivery doesn't talk to customer service that doesn't talk to repair. It seems as if Sears is trying very hard to go out of business as fast as possible.

I called sears repair and they said it was out of warranty and they could get a repair person out in 3 to 4 weeks. That was all the help I was offered and that was the earliest they could get someone out to service it. I called another repair Co. and they were out the next day. The repair, I found out was an ongoing problem Sears was having with this fridge, made by LG, and there was a problem with the main computer control board that controlled the defrosting cycle and required a computer program update. There are numerous complaints about this same problem that Sears was aware of. I would now like Sears to compensate me for the part and the labor charge because Sears knew of this problem for some time. I would like someone to contact me about this problem ASAP.

Ten more days passed and then another three and he installed a new ice maker and fixed a leak and added some other parts. He said wait three days. We did and it was still not working and he returned again. It takes three days minimum to have a tech come. This time he said we need a new compressor. He ordered one and it took ten more days and another three for him to come and replace it. I don't actually have the exact amount of days it took for the repair person to come each time but these are the minimums it took. We again were asked to wait three days and then again we waited for the repair person to come. This time he said it needed 2 oz. of coolant but this did not fix it either. In reality at this point it had been about 6 weeks without a refrigerator and it still does not work.

I want to say Sears has a lemon policy and it is three strikes you're out and they are supposed to replace the refrigerator but no. Apparently they have to come one more time. Now they tell me I have to wait 7 days to have a repair tech come to tell us it is not working before they can replace it. This is a horrible way to treat a customer to leave us now two months without a refrigerator and put all the onus of the problem on us.

I have called numerous times, spent hours on the phone waiting for someone to pick up and then hours more talking with people who although pleasant told me they can not do anything. I want you to know I had renewed my service contract which was to expire late August in July for another 3 years. I have been a customer since 1979 both in NY and in NC. I have sent people to Sears and purchased appliances from them for not only myself but for my kids as well. But this does not matter as this is as I am told an expensive refrigerator and only the District Manager can say it needs to be replaced.

Can you imagine living without a refrigerator for two months. They don't care and have me waiting for a tech now until next Friday at which point I have every confidence it still will not be working and if they give me authorization to replace it, it will take another 4 or 5 days to actually receive the replacement. Not sure what help you can give me at this point, but perhaps you can help warn others about the Sears protection plan protecting Sears but not the customer.

Within a couple of months, we were having trouble with it. We were without a dishwasher for nearly 3 months while we waited on Sears to come out to fix it. During that time, some "helper" on the phone determined it was the upper spray arm (even though I told them exactly what the problem was) and sent a spray arm to our house. When a tech finally arrived, after several reschedules, he asked me why on earth they had sent a spray arm when it was VERY obvious that wasn't the problem. He ordered the right parts, scheduled yet another appointment, and we waited.

At the second repair appointment, the pump was replaced. The dishwasher worked for maybe a couple of months before it stopped cleaning again. It was also giving off a terrible burning smell when it got to the dryer cycle. We were afraid to use it, since the burning smell could be smelled from anywhere in the house and we didn't know if it was going to catch fire. The elements had turned completely white. (This was a dishwasher that had been used less than 4 months total in the nearly 10 months we'd had it, so the dishwasher was still basically new.) Once again, we were without a dishwasher for several weeks. After a long wait for an appointment, a tech came out to look at it. He said nothing was wrong, and said we should clean the elements. He "sold" my husband some cleaner - and we ran it through the washer as directed, and the burning smell continued.

We called AGAIN, and (once again) because they were so "backed up" with repair appointments, we had to wait a long time for an appointment. The tech that finally came said that we'd had enough repair requests for the washer to be labeled a lemon, but because they'd not all been handled within a 12 month time frame, it didn't count. In other words, because Sears had taken so long to schedule the appointments, stretching out the time frames, even though we hadn't used the dishwasher more than 6-7 months time in the last 12 months because it was broken, it couldn't be labeled a lemon. All because they took so long to schedule our appointments. Did I mention that we're a family of 6, with four small children? Being without a dishwasher for weeks on end waiting for an appointment is not what I do for fun.

I demanded to talk to someone about the dishwasher & the "lemon rule," and finally got a Customer Service person who said that "YES" my dishwasher DID qualify - and transferred me to another person who went on to tell me that that person was wrong. The 5th or 6th person who came out to fix the dishwasher this past summer looked into our records and said that Sears never declares anything a lemon because of the time frames, and that (as an independent repair person hired by Sears to do repairs), he is not authorized to say anything is a lemon even if it could NEVER be repaired.

He said that they are ordered to try *everything* to fix an appliance, even if they know it won't work with any repairs. He said that Sears will never replace an appliance, and will only try to fix it. He said their warehouses are filled with "parts" and parts are cheaper than a whole appliance, even if they have to replace every part. It's just the way Sears works.

After explaining that, he said that he would replace *everything* that could be feasibly replaced to fix the dishwasher so that it would be basically new. He replaced the elements, the pump, the motor and the seal - which gave me a "new" dishwasher. I told the repairman that my next appliance would never come from Sears. He explained that he's an independent repairman that Sears just happens to contract & send out. Lowe's, Home Depot, Best Buy, and any other appliance dealer would send someone just like him, no matter what the brand or store. So my idea of boycotting Sears because of the dishwasher wouldn't really matter. I guess I'd need to boycott Kenmore, since Sears is the only one who sells them.

Even since the last repair (2+ months ago) that supposedly gave me a "new" dishwasher, I've noticed that the washer STILL doesn't wash that well. I'm so disappointed in Sears, Kenmore, and customer service in general. The customer doesn't matter anywhere anymore - only the almighty dollar. The only way anything is ever going to change is if people read these reviews and buy accordingly. There won't ever be another Kenmore appliance bought for THIS house.

On the 26th of August, I called Sears and was informed water heater was at the warehouse and that the installer (AZ Remodeling Service, 561-981-8666) would call me later that day so they could install the water heater (STAY AWAY FROM THIS INSTALLATION COMPANY!!!). I did not received a call. When I called the installation company on the morning of the 27th (Saturday). They were closed. On Monday, 29th of August, I called the installer and was informed they could not install that day (already a week after order was placed) and started asking technical questions about the heater. I told them they needed to resolve any questions on the water heater to Sears, who contacted them in the first place.

I informed Sears I needed another installer and was informed that it could take 24-48 hours, and then up to 72 hours, to get a different installer. No installer yet!!! Since then I have called numerous offices at Sears (do not waste your time emailing or calling Corporate offices in Illinois (Eddie Lampert), they will not respond). On the 31st, after numerous complaints, I was contacted by Tiffany, who promised they would resolve it. Tiffany called me on the 1st of September and told me an installer would be calling later that day. Needless to say, no call from the installer, Tiffany does not answer her phone (voicemail) and when I called the installation department rep informed me there was no change and that it would still be AZ Remodeling.

Every time I call, I have to re-explain myself all over again because they don't read the notes from the previous calls. So... my family has no hot water for over 2 weeks now, Sears has my money, I have no water heater, and I get stonewalled every time I ask for the complaint department. After 38 years of buying at Sears, I not only won't buy again, I will inform anyone that will listen to buy somewhere else.

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

Original Review: Aug. 27, 2016

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

Original Review: Aug. 23, 2016

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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