Sears Reviews

On Saturday they completely forgot to load the whole order. Mind you none of the people we talked to seemed to care and none did anything to help. I was told again that their trucks were full and they couldn't do any rescheduling to help us despite this being their mistake. They rescheduled us for Monday night. Tonight they showed up (yay!), carried our old units out to the street then unpackaged our new units, in the rain, to install the stacking kit. Upon doing this they realized the stacking kit was repackaged after a return and was missing all of the screws.

I called customer service, they said they'd get me a new kit... in a week (sadly this is not an exaggeration). Then I called the local store (Glenwood Ave) and finally convinced someone to bring out the screws, which he did but by this time the drivers were trying to rush the new stuff back on the truck so they could go home because it was getting late. They explained that they needed to get home to their kids, mind you my old washer/dryer are still sitting in the driveway. They tried to get the stuff back on the truck and not tell me about the new screws now being there until I asked.

Without any options I told them they weren't leaving with my new stuff and that they had to take my old stuff. After some convincing I got them to at least bring the new stuff inside; they literally ran it inside, threw it in the laundry room (next to each other, not stacked or hooked up) and started to leave. I got their supervisor on the phone as they were walking out, both delivery guys refused to talk to him as he yelled at them on speaker from my phone. Finally they both told their supervisor that they had enough of Sears and were quitting (apparently they had an issue on their previous delivery as well). They also moaned to me that they get paid poorly ($120/day regardless of how long they work so they didn't care to stay) and that they'd get fined if they didn't get the truck back.

I've now got the new equipment, which I paid over 2k for, hastily thrown in my laundry room and am told that someone will be here tomorrow morning to hook it up. I'm not holding my breath at this point. The long review above leaves out the many discussions I've had with "supervisors" at Sears over the past week who have done nothing to help. This has truly been the worst customer service I've ever received. With many other options to buy this stuff from, and at the same prices, I hope that this review at least helps someone avoid the mess I've dealt with.

Then this rude service was followed up with a woman repeatedly assuring me that she was "the highest paid employee Sears had" and that there was nobody else I could talk to. With this washer and dryer sitting in the store since June, I finally paid an independent person to go and pick up the washer and dryer and install it. All we have been given is the runaround and poor poor customer service. Never again will we ever order again and I hope that nobody else does either. After speaking with an employee here at the home store, he informed me that this happens all of the time and that he suggests that nobody ever deal with the online store.

On the day of my appointment the service tech had not shown up by 2:00 PM and I had to leave for work. When I arrived home that night there was a telephone message left at 2:40 PM from the service tech stating, "I will be to your house at about 4:30. Oh, I just saw that nobody would be home in the afternoon. You'll have to reschedule your appointment." Two days later SHR contacted me and we rescheduled the appointment for 7 days out. Again I reiterated that I needed a morning service call because of my work schedule. Again I was told that they would make note of it, and include that information on the service ticket.

On the day of the (2nd) appointment the service tech had not arrived by 2:00 PM and again I departed for work. The tech did arrive at 3:45, and fortunately my wife had come home from work early that day. She had very limited knowledge about the mower repair needs but was able to give him the mower key and point him in the right direction. When I arrived home that night my wife told me that the tech had spent about 45 minutes with the mower and then told her that he needed to order parts (one of the two belts and the pulley assembly), we were to pay for them up front and he would return in 11 days to complete the repairs. The parts were shipped directly to our house and the service tech did come and complete the repairs as scheduled (again in the afternoon while I was at work).

This long drawn out process took four weeks and $396 for less than $100 worth of parts and approximately 1.5 hours of labor. And the 20% discount coupon had long since expired between the time I printed it and the repairs were completed. Perhaps my expectations are a little high, but if the SHR Customer Service Department had listened to "the customer" the process should/would/could have taken 1/4 of the time and 1/2 of the expense.

Next technician told us previous tech replaced the wrong part, so he ordered the part again and made the appointment for like 10 days later. Replaced the part on next appointment but fridge didn't work. Ordered another part and left. This's still going on, Today another tech came, replaced the part ordered by previous tech, but still it's not working. Even after 40 days, they didn't fixed the problem created by their own technician, no compensation for loss of food, or everyday expenses we're incurring to manage without a fridge.

I wrote many emails, made minimum 15-20 calls to get this resolved, but they keep transferring the calls. Every call they put you on hold for a minimum of 20 mins and when you ask about manager or supervisor, they disconnect the calls. Sears technician who come our home don't carry any id, they don't give full names, just the first name. It's very strange that such a big company is sending technician to your home without any id or visiting cards.

Today, August 4th, after another call (which took more than 45 mins), representative accepted that this issue shouldn't have taken so long and they will send an outside company to look at our fridge. But they didn't fix the appointment by themselves, they gave me the number to call this outside company to fix the appointment. After I talked to this outside company and got the appointment, Sears calls me again (same representative) that if the technician finds a new problem, they're gonna charge us again the deductible. I tried to explain her that my fridge was working fine before you send technician to fix a minor problem and he broke it down completely, how can they say such a thing.

I tried to file for food loss compensation on the site, one of their representative gave me http://foodloss.searspabenefits.com/, but didn't receive any response. I wrote to their site, https://community.sears.com/, all they did was gave me another phone number to call. More than 40 days later, feeling totally harassed by Sears Home Warranty technicians and phone representatives, they're not ready to give any definitive answer that after this many trial they'll replace the fridge. Please advise what should I do.

Now the fun part starts. The new refrigerator has three large dents on the front freezer door. They claim they did not see the dents but even Ray Charles could have seen these things. I tell them to take it back and cancel my order. Rep on the phone offered me $150 in points but we want a new fridge not a damaged product. The rep also was difficult to understand because they had the microphone too far from their mouth. I told them this and they simply did not care. It is terrific listening to the other reps speak in Hindi when you are trying to have a conversation. We gave Sears a 2nd chance and they failed us again. It is very obvious they use third parties for customer service and delivery. They will damage your home and provide terrible customer service along with inferior/damaged products. Stay away from Sears!

The next day the technician arrived as scheduled and informed my wife that he was sent here for a repair but that "this is non-repairable." He then called his superior to inform him of the condition of the unit and to share photos. They both agreed that the cause appeared to be something technical and agreed that our Protection Plan would ensure full replacement. The supervisor instructed the tech to follow replacement procedure to file our claim with Sears "STAC."

The technician then called a STAC representative (**). My wife was able to listen to their conversation because the tech had his mobile on speaker. After a few minutes Mrs. ** stated she had received the photos and asked the tech to take her off speaker. The tech spoke privately for less than a minute before hanging up with Mrs. ** to inform my wife that Sears was denying the claim. The explanation given at that time was "customer fault." The technician stated that he did not agree with Mrs. ** findings.

My wife immediately phoned me at work to inform me of what was happening. I too spoke with the Tech who again disagreed and apologized for what was happening. I immediately phoned the customer service for Sears and spoke to 4 different individuals. The second person (**) informed me that our claim was denied because of grease in the microwave. I explained that there was no grease in the oven and that her opinion must have came from the appearance in the photo, which was actually the melted plastic from the interior walls of the oven. I asked to speak to his manager.

After several minutes on hold, Mrs. ** came on the line and introduced herself as a "Resolution Manager". I again explain the entire situation to her and pleaded with her that Sears honor our protection plan agreement. Mrs. ** explained to me that the claim was denied due to "accidental damage." She then offered me a gift card, but insisted that the claim was still denied. After refusing her offer of a gift card, I requested to file a formal complaint and she referred me to another individual.

After several minutes on hold, Mrs. ** came on the line. I again explained the entire situation and that all I wanted was for Sears to honor the agreement. She asked if I would hold while she spoke with someone else about our situation. After several more minutes on hold, Mrs. ** came back on the line and informed me that "The oven is not covered because the fire was inside of it." I have been over my agreement several times and have found no such language.

I ended our conversation by requesting something in writing stating the reason for the denial. She asked for my email and told me she would send something right away. I've yet to receive any email from Sears or a Sears representative but I have all my original paperwork from time of purchase, including my receipt for both the microwave and the protection plan, as well as a copy of the Master Protection Agreement. This morning I am filing a small claims with the Harris County Courts. I am requesting the entire amount of $340.75 for both the oven as well as the MPA on grounds of breach of contract. Given today's legal system I'm not sure what will happen but I know what will happen if I do nothing.

Then July 11th I continuous call to Sears again but for this number 1-800-664-1888. This time I write down the name of agent, her name is Mary. She tell me the stove still not back to the store and I think not normal too. I asked her how should I do now. She said waiting then July 16th I call her again then she answer me the same. And I told her "I am a customer so I cannot manage your delivery agent. You have to help me to solve this problem." And she said again the stove still not back to store, and I said "It may be in the delivery agent house. Why don't you help me?"

Yesterday I decided went to Streetsville and talk to customer service. Then they said to me that someone signed my name and owned the stove. I think this cheating is prepared by some people who are Sears agents. Now I don't know how to do. Would you guys please to tell me how to doing now? Two year staying here, not too much experience for me to solve this problem. Thank you so much.

I asked if the online service booking service even reviews requests specifics prior to service calls and he did not know. He said that Sears no longer services the pedestals, and he suggested that I remove them and install the levelers for the washer and dryer that should have been provided when the appliances were delivered. Those items were not left with us when the appliances were delivered. He told me he could provide those parts for around $200 for both machines but could not install them. He suggested that I order them online and that it may be less expensive ($40 instead of $200!). He did not tell me that I should call Sears parts and installation to order and get the parts installed, (not to mention at this point that I lose the use of the pedestals I paid $400+ for several years ago.)

He told me that he could not provide the service of replacing them - I would have to hire a mover, installer, or the like to complete the task after the parts were ordered. I felt it was wrong to pay for a service call but the guy wouldn't leave until I gave him a credit card. His only consolation was that it was $10 less than it was supposed to be. Really??? After he left, I proceeded to place a number of calls as his calling card suggested - "Concerns about your service call today? Call our Resolutions Hotline now". I was on the phone for at least an hour and a half...

The first time I called they told me that I should have called rather than booking a service call online even though that is what they suggest when you call and you are on hold. After hearing my issue they referred me to the parts and installation department who eventually referred me back to the Sears Home Service department and then hung up on me. The second call I placed was directly to the parts and installation department since I had concluded that's who I should have contacted in the first place. I explained my situation and they told me the same thing that the service tech that was at my house told me - and that was that they couldn't help me. That person suggested I call Sears Home Service to request a refund on my service call.

So, I called back again - and the representative I spoke to said she could offer me 10,000 Sears points. I told her that wasn't going to do it for me after all I'd been through and told her I wanted to speak to someone about a refund for the service call. She put me on hold and after 12 minutes I hung up. I called again and went through the whole scenario again and the agent told me because the service person had to come out to the site to diagnose the problem, I had to pay the service call. It was a piece of hardware!!! If they didn't have it or could not provide or install it, they should have stated such. I was so frustrated with this person, I told her I would dispute the charge with my credit card company.

I'm not one to give up easy... I tried calling one more time and asked for a supervisor. They told me they would submit a request for a refund for my service call. Meantime - I can't do laundry and I don't know who to turn to, other than order parts for levelers for the machines and lose/toss storage peds I paid $400 for!! Sears used to be such a good repair service organization back in the day - but they are useless today!

When they delivered the refrigerator they also delivered a stove which was dented on one side. The delivery people said they could not hook up the gas line as the connector was a different size. The gas specialist that I had to call to come out had no issues with hooking it up and did not understand why they could not. They scratched my hardwood floors in the kitchen. There were very deep scratches in the handrail which they have yet to come out and fix. I have been a loyal Sears appliance customer all my life. I am no longer.

Next, they told me that W/D was a gas drier and that a plumber needs to come out to close and open the valve (because they are not allowed to). At that point I just had it, and I called Sears and told them to cancel entire order and provide full refund. If you end up in similar situation, do NOT allow delivery to UNLOAD merchandise. Tell them to keep it on the truck and return it. This is the easiest way to cancel order and get refund. I lost a day worth of productivity due to this event.

The refrigerator failed to maintain a safe temperature range and frost developed in the freezer. We called the repair service. They could not return until 7/30/2016. He came and moved the temperature sensor to the inside. This made a bigger problem. I called them again now they will come on 8/11/2016. The appliance manager told me I not have a problem if I had bought the service contract for $200 then the product could be replaced. I am still working on this and it will be 50 days without a refrigerator. I will not shop at Sears again.

This morning I got up and took my old bed to the dumpster to prepare my space for the delivery. At 9:30 I checked the status of my order and it said it was on the truck and out for delivery. I sat anxiously waiting for the next 3.5 hours, randomly checking the status (at 11:30 it would say they would arrive at 11:28, etc.). At 1pm I checked the status again hoping that maybe the delivery guys were on lunch and had updated something, and I saw that my delivery date had been rescheduled for August 10th.

I immediately contacted customer service and spoke with a woman named Cheryl who was apologetic, but her answers to my questions went unresolved. I want to know; (1) Why I was sent a confirmation email and text for the delivery of my order when, according to Cheryl the warehouse does not have the product, (2) Why Sears did not call/contact me regarding the fact that they did not have the products in stock so they could reschedule delivery (this I can understand, and it is PROPER customer service). (3) Why the status link said that my order was on the truck for delivery if the warehouse does not have it. (4) Can Sears guarantee that my bed will in fact be delivered on August 10, 2016, or will it be the same situation? - If so I will cancel my order and purchase it from a company that values their customers needs.

In the meantime I have no bed. I will have to resort to sleeping on the floor of my basement apartment with concrete floors covered with carpet for at least the next 8 days (if they in fact deliver my order on the 10th). As a side note: When a customer calls and has a valid complaint and tells you that they will have to sleep on their floor for the next 8 days a CSR'S should not tell the customer to have a good day, it is comparable to having someone urinate on you to put out a fire.

The rep Betty answered. She told me that she needed to look at my file so need my name, phone #, and home address. I puzzled why, but still gave away the info which I really regretted to give to her. The store manager told Betty that the # 30 is covered by Sears logo on my receipt by using my phone. After finding my file Betty told me that the item could not be returned since over 30 days. I told her that it just over 30 days, but less than 31 days since I bought in the afternoon, plus there is nothing wrong of the comforter, I didn't even open it. Then she told me that she can't. I said, "You have authority to help me, but chose not." She said in hard tone, "Yes, I have authority, but you can not return it, nor get the store credit." I ask to talk to her boss, she said, "No." I ask her "Where can I complain this?" She give me the email: customerservice.sears.com, which is not exist.

I spent a lot of time at the Google and could not find this one, but internationalcustomerservice.sears.com. I did write a complaint email which took me a lot of time and attach the photo of my receipt with 30 days be covered by the logo, but I do not expect to get the reply from Sears. I was so upset after talking to Betty. She is rude and insult. I didn't know why she had to have my personal info that has nothing to do with my returns. That is the worst experience ever with the big company like Sears. I called the customer service again today. While I was on hold, I typed "the reputation of Sears" at Google. The huge surprise to me, the article of "Believe it or not, This Retailer has the worst reputation (Nov. 8, 2014)" popped up. When the rep Liz answered my call, I told her that I need to return the item and need her help. She told me that she can not help, there are 200 reps in her Texas office, nobody can help.

I ask her "What is your job as a customer rep if you do not help?" Then she told me that they have got so much complaints. I also told her the article that I just read. It did not surprise her at all. I told her that less than half year ago, my husband and I spent almost $900 buying the oven and range hood microwave oven from the same Sears store over the phone. When the delivery guys came, I gave them $30 tips because I appreciate their hard work and wanted them happy. I also told her that Sears doesn't care customer at all. I am fighting for $42 that I spent on the comforter, not only for the money but also my right and experience.

It is so easy for the store to take care such small issue by putting the item back to the shelf. If you give me the in-store credit, you can still make money from me and meanwhile make me happy. I ask Betty "Whom can I complain to?" She said that I can only send a letter to the company. You want me to waste more money and time for nothing?

I love go to Kohl's. I always have great experience with the cashiers and customer services. The people are so kind and friendly with smiles, willing to help all the time. No matter if you do or do not have receipts, you can always returns the items and find the ones you like with the in-store credits. The company's goal is not only make money, but also make customers happier. They do survey all the time and reward the good employees. This is why Kohl's have great business and long lines most of time. This is why Sears has a few customers. The second floor only had less than 5 customers on Saturday Morning and Sunday afternoon when I was shopping there. Because the company do not care if customers will come back or not after made money from them.

I saw thousands of complaint letters and rating the very dissatisfied experience with Sears online. I told Betty that I really worry for her. Hope she will still have job. The thing make me upset and angry not just the $42, but the way the company treat the customers. I have shared my bad experience with my coworkers and they told me that they never shop there. They are so smart! I have spent hours writing and calling. I read the complaint from O. Middletown, OH on 7/28/16. I know exactly his feeling and agree with him. I hope the service will get better because Americans deserve the better service.

I called the warehouse which is in Westwood, MA (Borders is the name of the company), the lady I spoke with looked up the order and said it does state that they are to remove the old one. She tells me to hold on, after 15 mins on hold I hang up. She calls me back a couple of hours later and says that they will go back today and pick it up. That was on 7/20 (Delivery date).

A week later (7/27) my tenant calls me and says that the refrigerator is still there. At this point I was shocked and disgusted because to my knowledge it was getting picked back up that same day. I call Borders in Westwood, MA and explain the situation and the girl I get this time tells me she will call the driver and have him come out today. She comes back and says that it will be picked up today (7/27- one week later).

The next day I go by and sure enough it is still in the driveway. I call the company and was told that I had to schedule an order to have it picked up and next available is Tuesday 8/2. I schedule it for 8/2. Mind you, not once did anyone apologize for any of this. On 8/2 I get a phone call from someone saying that they have the wrong city on file and need me to call them back in order to deliver it. I call Sears directly and they confirmed the right city with me. Had no idea what I was talking about - didn't see any notes in the account and said they had the right city. So I call Borders, the delivery company for Sears, in Westwood, MA and am told that they have the wrong city and are not able to change it and give me another number to call.

I then call the other number and the person whom I get tells me that she was the one who called me and that they have the wrong city and probably cannot deliver it today. She then gives me the number to Border's in Westwood and tells me I have to call them to fix the problem. At this point, I am so completely disgusted with this nonsense. How do they now have the wrong city when they have already delivered there and had the right city. Complete morons. NEVER AGAIN will I have anything delivered from Sears. First and last time.

Now I was totally irate. Not only did they leave, they did not even get out of their trucks to let me know what was going on. That evening Sears called and said that the contractors left because there was rotten decking that needed replaced. The salesman from Sears that sold us the roof and myself had already discussed that new decking was going to have to be installed, and this reflected in the price of the home. Now, Sears is sending a technician to the house to determine if the decking is rotten. Now they want more money when they already knew they needed to replace some of the decking. Stay away from Sears. They have lost their reputation with this family, and we will never shop there again. By the way, the material is still sitting in the driveway waiting for installation after two and a half months. It's time to send this material back and get a new roofing company.

Apparently Sears couldn't talk to the installer and I called back they send me the same technician which he did the same and told me Sears needs to get in touch with the installer. I called customer service again. They gave me installer number (sub-contractor) ** left a couple of messages for the last 2 weeks and they haven't had the decency to call me back. It has been a couple of weeks and the only thing Sears is doing is sending me back to the contact center in the Philippines and of yet no solution to my problem.

It appears Sears will say anything to entice customers to make a purchase and after receiving the money will disregard any of their contractual obligations or any promises they made and do whatever they want. I am not only upset with them change in the delivery date but also with their attitude that there was nothing I can do about it and that I'm at the mercy of their whims. I don't understand a company that tries so hard to get customers to buy their products, treating customers who do purchase from them so shabbily. Sears lacks integrity.

I feel that in order to understand what I have experienced that I should start from the very beginning since it is important for you to know all of the facts that are pertinent to my case. In March of 2016 I called Sears Service for a slight problem with my dishwasher. While on the phone with service, I was talked into purchasing the Sears Home Warranty Plan. I currently pay $39.99 a month for the protection plan. They scheduled a service man to come to my home and everything went very smoothly. The repairman went through all of the proper steps of turning in the information to the Warranty Department, getting the OK, ordering the correct part, and coming back to repair my dishwasher. Needless to say, I was pleased with the service since the repairman performed the service to the quality from which I have come to expect from Sears.

Based on this first encounter, I was grateful and happy with the decision I made to purchase the Warranty Plan since it was exactly the peace of mind that I needed for my home appliances. However, that sense of security quickly turned into regret, anger, and frustration when I attempted to use the Warranty for my refrigerator this past month. On July 3, when my daughters came home late one evening and went to put their leftovers from their dinner in the refrigerator, the food in the refrigerator was hot, the light bulbs were not only on but were hot and black, and the plastic surrounding the lights had melted. This is only a 9 year old Kenmore refrigerator so they were initially shocked by what they found.

We emptied all the food out of the refrigerator and moved it into our spare refrigerator. I called Sears Service on July 5 and they told me to schedule an appointment with Sam's Appliance Service. I scheduled with Sam for Friday July 8 between 3:00-4:00. On Thursday, July 7, Sam called me at work at 1:30 and said he was in the area and would like to come to the house to look at the fridge. I told him that this was not possible because I was at work and could not leave. I reminded him that we had an appointment for the next day between 3:00-4:00. He told me that he didn't want to have to come back to the area the next day, but now he would have to and proceeded to ask me again if I was sure that I couldn't get out of work that day. I told him that I was sorry but I could not leave work so I would see him on Friday for our scheduled appointment.

By 4:30 on that Friday I had not heard from Sam so I called his cell number and he said he was lost. I had previously given him directions when I spoke with him. He said he would be coming down I-55 so I told him to take the South Exit for Lemont Rd. However, he kept insisting I told him North and that there is no way that he could go south on Lemont Road. Now I have lived here for 28 years and I know the directions to my own house. I specifically told him a number of times on the phone to take the south exit. Though I was getting a little irritated at this point, I chalked it up to the fact that not everyone is good with directions and decided to put it behind me and remain positive. Sam arrived to my house at about 4:50. He had told me he had GPS but it wasn't working.

So, he looked at my refrigerator and specifically told me that the door switches were not working and that is why the lights must have stayed on and burnt out. He explained that the repair was fairly simple and that is shouldn't be a problem to get it fixed through the warranty. I thought it was odd that he then decided to ask me if we had left the doors open. I told him I owned this refrigerator for 9 years and that we all know how to close the doors. However, again he got pushy and kept insisting on the fact that we must have been at fault. Recalling what he originally explained as the cause, I said, "I thought you said that the switches were just bad." Sam then said he would need to replace both switches and the whole light system. I thought that this was great and was excited to know it wasn't going to be a bigger hassle.

Then he decided to open my freezer, which is a bottom drawer freezer and asked me how the ice maker was working. I explained that it has not worked in 2 years and we don't even use and just buy ice instead. He said and I quote, "Oh, I can get that fixed too without a problem." Sam proceeded to write down the information from the freezer. He said he would turn in all of the repairs to Sears, and after they give him the go ahead, he would order the parts and call me to schedule a time to come back to repair it. He said it probably would take about a week. I said OK seeing I have another refrigerator to use in the meantime. I paid him his $60 service call and wished him a good day.

On July 18, 2016, I received an email from Sears Home Warranty wanting me to rate the service I received. The survey asked if the service was complete, so I checked NO. I hadn't even heard from Sam or Sears at this point. I called Sam on July 21 and he didn't even remember who I was. I had to explain everything to him and what he came out to potentially fix for me. He then said, "Oh, Sears denied the repairs and I was going to call you but my phone broke." I was thinking, "how is this possible if I am talking to you on your cell phone right now." I was so flabbergasted that I didn't even bother to argue the point. Sam explained that Sears should have contacted me which was never the case. I asked him why they denied my repair and he said he didn't know and would have call them myself.

Little did I know that the next stage of this claim would leave me upset, disrespected, and thoroughly disgusted with Sears and their so called quality service that they claim to give all of their customers. I called Customer Service at 855-256-2467 for the Warranty Department after getting off the phone with Sam on July 21. The first person I talked to was Jackson. Jackson couldn't even find me in the records. They had my last name spelled wrong with an I (**) instead of with an e (**). I should have taken this as a bad omen as to how this process was going to go. Jackson looked over everything and told me that the claim was not denied and I needed to call the serviceman.

I told him I just spoke with the serviceman and relayed to Jackson the entire conversation I had with Sam. Jackson said that he would get me another service man. I asked him why this was necessary since I already paid Sam the $60 service call and he had all of the information about the repairs. He said "I will switch you over to the Warranty department." I was stunned because that is who I had called and I had already thought I was talking to. Jackson then switched me over and I got Miguel. I went through the whole thing all over again, and Miguel said Jackson was wrong because my claim was denied and that he can't do anything about it.

I asked him for a better explanation of why this was happening since I didn't understand what could have possibly of went wrong. Miguel proceeded to tell me the reason was that the serviceman said my ice maker has been broke for 2 years and they won't cover it. I said, "What? I called about my refrigerator, not the ice maker. That was completely the serviceman's idea." Miguel said the serviceman noted that we left the fridge doors open and that is why the light system had burnt. These are blatant lies. My daughter was home and heard everything I heard so why Sam would make up such a story is beyond me.

At this point I was livid and unfortunately lost control. Miguel who was very arrogant through the whole conversation said he was going to call the serviceman and put me on hold. When he came back on the line, Miguel said "your claim is denied and there is nothing you can do but pay a deductible to get it fixed." I said this is absolutely ridiculous and that I want my refrigerator repaired like I had originally intended to get done so that he needed to find a way to get me another service man. Miguel said "thank you for calling Sears Home Warranty" and he hung up on me! Is this how you train your representatives in customer care? I have NEVER felt so violated or disrespected by a company I hold in such high regard. I think your company's core values needs to be reevaluated for a number of reasons.

Not ready to give up and wanting to get to the bottom of Sam, Sears, and their trail of lies, I called back and spoke with Bobby who I had to tell the whole story to all over again. She was very sympathetic and said she would take care of everything. She switched me over again to Jalaina in the Warranty Department and needless to say, I had to go through the whole story all over again. At this point, I had been on the phone trying to solve this mess for over 2 hours. I was exhausted and disheartened. Jalaina said she was going to resend the claim with all of the notes for reconsideration of my repairs and that I would get a call. It is now July 31st and I still have yet to get a call or hear from anyone from Sears.

When it comes down to it, all I really want and need is for my refrigerator to get repaired. I am paying $39.99 a month for a Home Warranty Plan that has become a nightmare thanks to Sam. I am willing to look past the lack of care Sears has for their customers when dealing with stressful situations based on one liar (Sam) and one disrespectful kid (Miguel) in hopes that the right thing will be done in my case and that Sears looks into the validity of Sam from Sam's Appliance Service as well as the rest of the service companies they hire out to be representative of Sears good name.

Has this affected how I view Sears and whether or not I will consider purchasing from them in the future? More likely yes than no. However, I am confident that someone will see this letter and realize that you cannot lose touch with the group of consumers who keep your company afloat. I would greatly appreciate it if you would send out another serviceman for another opinion and honor the terms of your contract. Thank you for your time and consideration.

The only lucky part of the whole experience was that the saleswoman who helped me place the order was unable to help me in the purchase of a hot water heater because she didn't know how. I purchased that elsewhere and have been totally satisfied with the purchase and installation. Thank heavens for small blessings! As an aside the very afternoon of the day that I opened a Sears account to pay for my purchase, a credit card with a major credit card company was applied for. Of course, it could not ever be proven that the two things are related, but I, personally, will never forget it. Thought about writing the CEO, but realized that he likely does not give a care or thought to a customer complaint, so decided to save myself the headache. After all, the CEO of Sears is busy trying to figure out why sales are down.

I had my regular AC man (30 years experience) and he told me the system pressure was fine. It may have been because it was a very hot day and the pressure outside may give varying readings. This was three years ago and the system has been working fine. As for the water heater service all he did was run a vacuum under the water heater and checked for leaks. Did not flush system or anything else. This is the worst service ever. They keep calling and sending me emails. This is a joke. Stay away.

The manager (Cathy) said she could not do anything about it, and I was basically stuck with a $75 purchase. She explained that it was a "new" policy. I informed her that I was never aware of this "new" policy, the cashier (Holly) pointed to a piece of paper on the counter and said it was posted there. However, we had to move my purse and merchandise so that she could even show me. If a policy is not visible then what good does it do? Cathy wrote down the 800 number and said I could call "them" about it. I called, and spoke with Nicole who said there was nothing that could be done about it because it was a policy. I explained I had never had this issue before, nor was I aware of any policy and ask if I could speak to a manager; Nicole said, "NO", I was stunned!

I ask if could leave a voicemail for the manager; Nicole said, "NO". Now I'm insulted and beyond angry. I ask how were they supposed to communicate with managers if VM or E-mail was not an option, she said she "walks over to their desk". WOW! WOW! WOW! I asked if she could "walk over to their desk", and give them my name and number and have a manager call me back. I have no faith that will happen. I do not expect a call back. Bottom line, I am closing out my Sear's account, and stuck with $75 of brand new merchandise that has tags on it. I will ensure everyone knows that Sear's has no concept of customer service, will deny customers the right to speak, e-mail, or leave a message to managers.

They do not empower their managers to resolve small dilemmas. This issue should not be at this level. Denying an in-store credit or a credit to my card cost them much more in the long run. Allowing me an opportunity to speak with a manager or leave a message should have been granted, as well. Sears culture and mentality is an organization I want NO affiliation with! I can buy merchandise and appliances anywhere, not just at Sears! I have never in my life been so insulted by a public organization, and would never had expected this from Sears.

Unfortunately, and based upon this representation, I went to Lowe's and canceled my order for the freestanding range. That meant losing out on $200 of a rebate, making my rebate reduced from $500 to $300, as I no longer would be purchasing four (4) appliances. However, I much rather wanted the slide in unit. I went to order this unit from my cart in the outlet, and learned that this unit indeed, does NOT have the cook top griddle feature. This was verified at the GE Appliances website.

Stuck with a $200 loss on my rebate from Lowe's (because I canceled the order and to get the $500 rebate, all four (4) appliances have to be on the same receipt), I then looked at another slide in range on the Sears Outlet website This one had a double oven (which I didn't want because it means bending over floor level for the larger oven) but it did have the griddle, and was priced at slightly over $1,600. I put that model in my shopping basket on the Sears Outlet website. Not wanting to spend an extra $400, I still put that item in my cart, so that I could have a range with the griddle feature. It was their mistake, but I was at a loss - if I wanted the griddle feature, I would have to purchase the more expensive model.

When I went to check out and pay (at about 4:00 AM this morning), I kept getting an "error" message, and could not put it back into my cart. I kept getting that error message and could not load the item into my cart. I went back to the product page to try and re-load the item into my cart; to my surprise, the price for that item had risen to over $1,900. This was in the course of about ten minutes. At that point, I got up from my bed, and went into my home office on my desktop computer. I got the same error message. I called the Sears Outlet phone number and spoke to a person named Brix. I explained the above to him. The call lasted over an hour and four minutes. As I was on the phone to Brix, the price of the range went up over another $1,000 and it is currently listed for $2,079.99. All in the space of about an hour, this unit's price jumped every time I clicked on the appliance.

I believe there probably is some sort of algorithm whereby the price rises the more clicks it receives. Regardless, what I do know to be a fact is that the price rose from about $1,663 to $2,079 in a matter of about an hour. I believe that because the appliance was in my cart, the price was triggered in some sort of fashion to rise. As of 8:10 AM, Brix's manager still had not contacted me. She finally called, but could only offer $150 off the higher price and a $200 gift card. That was NOT THE SAME to compensate me for the price being raised about $500 though. With delivery, I could not afford to do it.

I am furious. First, because in reliance upon the representations made concerning the first range having a griddle, I canceled my order at Lowe's and now face a $200 loss on my rebate. Additionally, if I wanted to order the same unit from Lowe's again, the price at Lowe's is now $218 higher, making my losses at Lowe's $418, not to mention the inconsequential damages I now face at home with my kitchen still being torn apart, the time and frustration now (over 5 hours) loss of work, aggravation, loss of peace at home, etc.

Every time I called corporate, their "operators" put me through to "customer solutions," and THEY CAN"T HELP me. They don't handle OUTLET sales. So who do I speak to? Their operators are rude and don't listen. I have emailed at least four people in corporate. I got an email back saying to leave my number so they can call, and I responded, but no call yet. Funny also, because my signature line on my email also has my number. I also am frustrated beyond words. These are unfair trade practices at best, and false representations at worst. There could be a price setting scheme on the site, which needs further investigation. I am considering going to the Attorney General to certify a class of consumers for a class action lawsuit, and Better Business Bureau. Buyer beware.

Tried to explain my personal situation of my loss of two children. I buried my son and then soon after my daughter. Of course I could not think about warranty date. I am willing to pay more for better quality tried to explain that to customer service but no one can help me. I am writing to you for help and understanding regarding this matter. I want to purchase another chest through Sears on my card for a better quality chest for my grandson if possible. Thank you in advance for your help and understanding.

I have no warranty. Sears will not offer a free consultation to come out and check the problem. That would cost 50-200 dollars just for the visit - no parts or labor to fix the problem. If the dishwasher overheated to that point, I cannot trust it in my home. Poor quality, poor service and no more Kenmore purchases for our home. I have talked to the store manager and Sears corporate, They say they understand but offer no reconciliation. I purchased a lemon. Don't follow me down that road. Kenmore appliances have performed poorly for me and I will not be a return customer. I hope that you will not be their customer either because the road can be bumpy if you are the lucky one to purchase a lemon. I failed to purchase the extended warranty and that was a huge mistake. They would have been more accountable if I had.

That board from GE is about 150 and can be purchased if you want to do this yourself. So actually this guy did not do me any favors. Now if you cancel their warranty service they will charge you the full 450. Well if this is any sign of what is to come I think I need to see an attorney and take care of this now. And just to be clear the image I attached was how the inside looked after he left the first time... I took the cover off and took a hair dryer to thaw it out. The second visit the tech told me my fridge is in defrost. I wonder why it is in defrost when a ton of ice is all over the coils.

I told the guy that the salesman knew that we were putting the new washer on our existing pedestal but he still refused. I called Sears and after venting with the manager, she offered a 10% discount on a new pedestal and free delivery. That just made me madder! Finally she ended up giving me a 20% discount and free delivery. What a horrible experience! All the salesman wanted to do was sell the washer and the hoses, the maintenance agreement and the delivery fee. Never again!

I know it's her job stopping cancellations but she didn't help me. Neither she asked me for the address so I gave it and she said, "We have other here (of course the guy wrote wrong information). She "nothing that I can't do... I can't cancel and I can't change the information." I said, "What??? What about my money. What about if I don't get the items for the wrong address..." She said, "Sorry. The only thing that I can do is give you the tracking number and you find out..." That is crazy... So what I did I went to the Sears store. Spoke to the manager all about what happened by phone. He called the store to explain the situation and guess what. The manager MAXIE fix the information but she told me no because didn't want the cancellation of the order.

Mistakes happened but she suppose to help not tell people find out what to do. I suppose to receive the items tomorrow but I am nervous because according to my email the information is wrong... but according to the manager in the store she fix it but she never say it. I am glad that was just $46 dollars, if I lose won't be too much. But from now on I will go always to the store or do it by myself online. Never call again.

Two months ago, my range started acting up, so I called to set up a repair appointment. Repairman 1 showed up, was nice and spent time arguing with various Sears reps over the phone that they should cover my repair. Unfortunately, he apparently misdiagnosed the problem, because when repairman 2 showed up and installed the replacement part, the range still didn't work. He ordered a different part. In the process of installing the first part, he bent a corner of the plate covering the back of the range, lost a screw that fastened the plate to the range (told me when I found it, it was an extra and I could throw it away -- it was NOT an extra, as it turns out) and stripped another screw hole where the metal back plate connects to the range. To hide what he did, he pushed the range back against the wall and didn't mention the problems (which he caused).

I've spent many hours on hold, speaking to Sears reps who didn't understand the issues or offer any concrete solutions. They transferred me to an insurance claims department that allegedly will investigate this, but I hold out very little hope of reimbursement or correction. Meanwhile, I decided I'd rather find my own repair person or buy a new range, so I called Sears to cancel the appointment and my contract. They said in order to do that, they were going to have to bill me more than $200 to cover the part that repairman 2 installed (the part that repairman 1 shouldn't have ordered in the first place). Me cancelling this repair will cost nothing more to Sears, but they won't release me from the contract without PAYING FOR A WRONGLY ORDERED PART. This is EXTORTION, plain and simple. Learn from experience and stay far away from this predatory company.

All I keep getting is "We are going to send an email to our Home Delivery department and someone will get back to you within 2 business days." LIES! No one has contacted me and I am sick and tired of calling every single week hearing this! I will never again purchase anything else from Sears or Kmart. Horrible, Horrible customer service! I am desperately hoping the right people will see this and I am refunded my money!

He also did not perform the diagnostic because when he turned it on and determined that it was already working, he decided not to check the integrity or functionality of any of the individual parts. For example, if you had a car whose brakes sometimes worked and sometimes didn't work, so you took it to a mechanic and at the time they were working, do you think the mechanic is allowed to say, "Well, they work right now, so there's nothing I can do"? Don't you think he would check the brake lines, the brake fluid, the brake pads, or something???

Our technician did NOTHING but turn the oven on, declare it was "already working" and then charge us $149 for a diagnostic and repair. When my wife asked why we were being charged since he did not perform any work, he threatened to turn her over to the legal team unless she paid. Then he refused to leave our house until she paid. This is fundamentally fraud, but after talking to 6 different customer service reps, Sears will not refund me anything.

Finally, someone connected me to claims dept. You got it. Someone would call me back in 24 hrs. No call. Then when I called yet again, I was told I had to go to the store, that it was their responsibility. There I talked to Rosalyn. She said she was the manager in the service dept., but was new in the dept. She also told me that this was just a drop off point that the store was not responsible. I asked her who was responsible. She avoided the question. I asked again, and again she avoided the question.

She also told me that I had abandoned my machine because I did not take it with me. I said I didn't want to take it and be accused of doing this damage to it myself after leaving Sears. I know that she works for Sears. If this is just a drop-off point why is a manager of Sears working as manager in Service? She told me that even tho it was not the store's responsible, that they were willing to give me 20% off a new cleaner. 20% is nothing. I could have taken my cleaner somewhere else for repair. Buying a new cleaner from Sears is like me paying them to demolish my cleaner.

I asked to speak to a manager and was advised the manager was not available and I was told they would call within 1-2 hours. No one has returned my call to date. I am writing to dispute this purchase because I refuse to pay furniture that is crap. I had no idea it would have been my experience. Its been awful. I know I will never shop at Sears with an online vendor again and will always highly discourage anyone against shopping there. This has been a nightmare and I have wasted so much time talking to customer service reps, case managers, and actual managers. Not one of them was able to help me.

Please do not shop here. A company with this poor of customer service does not deserve to be in business. Sears has the worst customer service in the entire world. I would appreciate a response regarding this complaint. The entire process is designed only to try to make you give up in frustration. After almost two days of dealing with surly CS reps who could barely speak English and did so with such a thick accent as to be unintelligible.

He arrived with no greeting, no apology, rude, and using profanity when I told him he was expected at 5:30. He said the new outside unit was too big to go where it was needed, and that it was "too hot" to work in the attic. He wanted to put the unit on brackets instead of on a pad as the contract specified. He ended refusing to do the job. No one at Sears Home Improvement is available to address concerns on Saturday, and the "owner" of the call center seemed unfazed with my issue. Why contract with a company in West Virginia to do a job in Maryland scheduled at 5:30 am? Why use rude contractors who apparently don't want to work? I have emailed Sears Home Improvement to cancel the installation contract. My advice -- don't use this company. Just don't.

I am very disappointed in this purchase. Tried to write a decent review on Sears.com but it was rejected, my guess is they scrub the poor ratings out. The supposed cost for the last repair under warranty was more than I paid for the unit, makes one wonder! Tried calling to reach someone in customer services to complain however all #'s I have found send you to their repair dept and all they say is sorry. I will need to go to Home Depot in the morning and buy a unit that works to save my freezer full of fish. Sears/Kenmore doesn't really seem to care.

Sears did send a serviceman the next day. He could not fix it, and speculate that the electrical board was bad. He told us order parts and return to fix the washer taking around one month. I called customer service to complain that I can't wash my clothes by hand for another month and need a exchange for new washer. They told me it's my fault, that I should call them within 30 days. Should they replace the washer since they sold us a defected device.

After 48 hours I still had heard nothing so I called again on Thursday. The employee I spoke with transferred my case to a higher person and said again I should hear from someone within 48 hours. I never received a phone call so here a week and a half later I still have no stove. Today I called again and after waiting on hold 30 minutes I was told that if I would've bought my stove in July they could of done something about it but since it was bought in June, they cannot pull up my receipt and they can give me 10% off the part or 20% off the service.

To me this is not acceptable. I understand the stove is 7 years old, if it was normal wear and tear I have no problem paying for it. But, when I have someone who sees problems like this daily telling me that this is something that is not normal, and the company should not have sent me a brand new stove that way, that is when I have the problem.

I requested they replace the refrigerator as I have a Sears Master Protection Agreement/warranty. But it states the product/refrigerator must have 3 failures in the same year before Sears will replace the refrigerator. I have talked to at least 15 customer service people who have to work in a badly flawed system that prevents them from actually giving good customer service and getting something fixed. You also get to repeat the whole story just about every time you call after going through a long menu/phone tree.

A guy comes out. He says it needs new this, that and the other. They send those parts to the wrong address after I had made sure they had the correct address when the guy couldn't find my house and I also called in to make sure they had the correct address in the system and they verify it with you each time you call. So they send the parts to the wrong address. Because they did that they can't just simply resend them to the right address. They have to send another guy to look at the same appliance. So I waited a week for the first guy to come out, a week for the appliance to go to the wrong address, and then another week for another guy to come out.

Well the second guy says the first guy didn't know what he was talking about and he ordered the wrong parts and that there was a leak in my coils, that he would order the parts to replace it and he would fill up the stuff that was leaking so I would have a refrigerator until it got fixed (kudos to that guy cause he was awesome!). They finally got it fixed a week later so took a month, month and a half to fix but it got done. I continue paying my $40 a month cause coming up with the $60 deductible again isn't easy for a single mother of 3.

I get them to come out and look at oven/stove, washer and dryer. The dryer just had a part that was sticking out that was needed to be replaced that was tearing clothes up. A total of 3 parts. The oven/stove 10+ years old, was going to cost $679.00 to fix. They are going to send someone out separate to fix because they had to decide whether they were going to fix or replace it so it took longer. They tell me, their Guy tells me that my $226 washer that is 9 years old is gonna cost $1,11.59 to fix. All wear and tear stuff of a 9 year old washer. It was working up until about a couple days before they came out but I had set the appointment and it was still working. Not well but it was working.

I call to see if they are going to fix it or replace it and they tell me they are not going to fix it because it was not working when they came out to service it so it was not covered by the extended warranty. Funny because none of my appliances but the dryer were working, but my dryer were working when they came out. They just don't want to replace it. I have coverage up to $10,000. The woman that I talked to reviewed it, did not understand why it was not covered so put it up for review again.

Honestly, this has been a nightmare. I thought this would make my life easier having an extended warranty and getting stuff repaired instead of having to buy new appliances but it has been a fight to get things done and to make sure they are doing their job correctly. I will update when I find out what they are going to do but this is really frustrating seeing as how I also have to be at home each time they come out! I really was hoping to write a great review because I always compliment a company just as often as I will write a bad one but in this case I can't write a great one. They got 3 stars cause of the guy that was nice - enough to fill the fluid in my refrigerator so that I wouldn't have to wait another week to have food in my house with 3 kids. Very disappointed. Will update as to what they do with the washer.

The customer service representative also failed to inform us that we needed to buy hoses and extensions if we wanted Sears to do the installation that we paid for. So, when Sears delivery team called and told us that they could not do the installation due to this we had to push back the delivery in order to purchase the needed extensions. When they did sell us the extensions, they told us that we needed a hose for the fridge that turned out to not to be needed and is useless.

The exchange process was terrible. I found a fridge that did fit but was more expensive. When I explained the situation to a customer service representative I was told that I could exchange the two fridges at the same price because we would not even have bought the bundled kitchen set from Sears if we knew that the fridge wouldn't fit. I was told that the difference, which was $130, would be charged to my credit card and then refunded. I even gave the customer service person my credit card number after he asked for it. I was given an order number ** for my order.

I called again because we were told that the delivery department would call within 24-48 hours and the delivery dept. failed to get in touch with me. Sears crosschecked with my name and phone number and the order had not yet been placed. I asked to speak with a manager. I had to go through the exchange process once again and reorder the fridge. I was told that the same order number that I had been given but did not appear in the system would be my new order number. I asked the manager for identifying information so I could get in touch with him directly if something went wrong. He would only give me his first name and would not even give me a direct number to call him back. I asked him for a receipt and an email of the transaction that has occurred. He sent me no receipt of the transaction.

His email is supposed to detail the exchange but is very unclear. It does, however, have the order number on it acknowledging that the transaction was complete. I was given a case id number **. The customer service was very nice up to this point, but apparently lying to me. I was never charged and refunded $130 but Im still worried about what the customer service representative that asked for my credit card info will do with it and why he asked in the first place.

A person who identified herself as Susan from the delivery and installation dept called and informed me that the exchange still hadn't been made and that she only had notes about the action I wanted to take to exchange the fridge. She stated that the order number for the transaction that proved that it was made was not in the system. She got an attitude when I became upset about it. She told me that she could make the exchange but I would have to pay the $130 difference. She insisted on this even after I told her the whole story, stressing the part where I had been told that the exchange would be made free because: 1) it was Sears fault that I bought a bundled kitchen service with a fridge that did not fit and; 2) I had been told repeatedly that the exchange would be free.

I finally got her to come down to charging me only $27 dollars when she said she would give me 15% off, but it was exhausting and it seemed to be petty on her part. She gave me the same order number even though she said no order had been made before her call. I asked her to send me a receipt of the exchange. She sent me a receipt that did not have the fridges on it and was not a receipt of the exchange. The receipt only had a delivery fee on it which happened to be $27. I was also told before that I would not have to pay for the delivery of the exchange. This was all so upsetting and tiring that I didnt call back to ask for another receipt.

The fridge was finally exchanged by two very nice delivery men. All of the delivery men were very nice and the only highlight of my experience. Susan, the delivery/install women that actually did the transaction for the exchange called back. She had forgotten who I was and asked how the experience was and as soon as I told her it was horrible she got an attitude again. She cut me off several times while I was trying to give feedback (the point of the call).

She does not seem to be the right person for this job. I told her that I wanted a receipt of the actual exchange in case something happened to the fridge and I needed to return it. She said she would send one but never did. It seems to me that this exchange was never made official and this is why I can't get proof of the exchange. I had to miss three days of work because of the need for another delivery due to the exchange and because for some reason Sears will not deliver the dishwasher on the same day as the fridge and oven. This also meant that I had to tip three different sets of delivery men.

During the month of June, I again sent numerous emails and made phone calls regarding the status. On June 1, I spoke to the sales rep who stated per the project coordinator, they were waiting to get the insurance estimate from me, which they never even requested! This was the last communication from them. After organizing all my notes on this entire transaction into a chart format timeline, on June 24 I contacted HomeAdvisor and filed a complaint. It took until July 15 to get a response from the finance company stating they talked directly to Sears, who by the way, are the only authorized people to place activity on this account, and Sears ASSUMED the contract was already cancelled! I immediately sent the project coordinators and the insurance company an email requesting a formal written contract cancellation.

On July 19, I was told by the contractor site that per the district general manager, Sears had cancelled my contract on April 29, 3 weeks after I signed it! Mind you, on May 16 they told me they had not ordered the cabinets bc they were waiting on the mold report! Not once was I ever told they were backing out of the contract! I would not have wasted two months on these very unprofessional people had I known. As of the time of this review, I'm still waiting for written confirmation of the cancellation. I will never, ever use their service or recommend them to my worst enemy! Just very, very rude.

Asked the person who answered, (Connie) why I had received a filter. Gave her USPS #, however she indicated it did not mean anything to her. I asked to speak with a Manager, she indicated that she was a manager. After a bit she indicated that I had signed up for a water filter replacement program. Since I did not even know it existed, I indicated to her that that was not the case. Asked her which store I signed up, she did not know. Asked who me signed up, she did not know. The only thing she know for sure was that they charged my credit card, and that I had bought a filter a year ago in July. "Didn't you remember", she said... Told me to go to Sears, (which one) and have them print out a return label and send filter back to them UPS, although they shipped USPS to me. THEN and not before they would cancel my credit card charge.

Went to Sears store and talked with Manager and they called and had indicate that they would mail me a return label. The Sears store manager looked back in their records when I bought the filter and verified that I had not signed up for the program that I did not know existed. Now I wait for label, drive to UPS get envelope and mail back something I did not request in the first place. How did Sears get my credit card number so they could charge for something I did not order or authorize. Be very careful about signing up for anything at Sears. They are not the Sears of my Father.

UPDATED ON 08/12/2016: The saga continues. Sears finally sent a label for me to send back a water filter that I did not order or request. They indicated that they would not take the unwanted, unordered, water filter charge off my credit card until they receive the filter. I complied and they requested the charge removed from my credit card. Then I receive a order confirmation and indicated that it was for $9.75 and that I did not need to send payment. Do you know why, they charged it to my credit card and it was for shipping return of a part that I did not order, did not want. They illegally charged to my card again. I went to the local Sears store that caused the mess in the first place, and asked for help. They tried calling and the 1 800 number would not answer her either. She tried chat on her computer and they would not help her there either. Another wasted trip for me.

I called my credit card company and protested the charge. Now I am going to have to cancel my credit card. Finally reached Customers Solutions and they were curt, a guy named Kevin, and indicated that that he could do nothing to help me. What is he there for. Finally he indicated that he would have someone call me. I said when??? He indicated 48 hours... I am still waiting. This people is how Sears treats a customer who has never bought anything but Sears products. Three lawnmowers, three pair of washer and dryer sets, pressure washer, air compressor, truck shocks, tool boxes, many clothes, shoes, boots. Let me ask a question. Do you think I will ever buy form Sears again???

I was given an appointment after a week for July 1st. The Tech came out after 8 days and said I needed new compressor costing over $800.00. When I said that compressor was under warranty for 10 years, he said that "you still need to pay $60 for the service call since the call was placed through home warranty (would be free otherwise)." He also said that they are getting a lot of complaints for compressor failures and that the parts not available and will need to be ordered. It will take another week (no later than July 8th) for the parts to arrive. So I asked him to schedule the next earliest appointment, which he confirmed for July 11 and left.

2 days later I get 3 rescheduling (which I never requested) e-mails and final e-mail moved my appointment to July 15th. When I called customer service, they said that they don't anticipate the parts to arrive by 8th and hence cannot prepone the appointment, which was a lie as I did get all parts by 8th. My appointment was scheduled for 10:00 AM-2:00 PM on 15th, but when nobody showed up till 1:30 PM, I called again only to know that the expected arrival now is between 3:45 PM and 5:45 PM. When I yelled at them, I was offered the standard apology that I have gotten used to by now. I had to alter my plans for the evening and cancel a few appointments.

The tech finally showed up at 5:30 PM and spent 3 hours working on replacing the compressor. On completion he charged me $307.00 more (367 in all) and said that parts are under warranty, but I still need to pay for labor (not covered by Home warranty either). When I asked how do I know that the refrigerator is all fixed, he showed me that fridge is cooling now, but will take 24 hrs to get to the right temperature.

After all the hassle for 3 weeks and the expense, I was relieved that it's finally fixed. But my relief was short lived. After 24 hrs, I figured that only fridge section is working, but ice maker and freezer are still not working. When I called again, I'm given an appointment for 26th July, which means it will be over a month to get the refrigerator repaired, only if it does get fixed on 26th. This means I'm without a refrigerator for most part of the summer. I've already missed 2 days at work and not sure how many more will I have to miss to fix the piece of crap.

Go online and chat with rep. Can't seem to understand the problem. Ask to speak with someone. Give me the 800 #. Talked to someone who promised to take care of it and get the replacement expedited. I get an email showing the part is expedited and being delivered the next day (Friday) at no charge. Waited until Monday then checked on delivery. Check the order online and order details show they charged me again for the part, no discount, and charged me $18.00 for shipping even though it was to be shipped to parts center.

My lawn is now unmowed for 2 weeks and 10 inches deep. Go online again and chat with rep. Part not available and they must order from manufacturer. Won't be delivered for another week, no discount. "Sorry for your disappointment." Escalate to supervisor. Nothing she can do. Offers 20% discount on future order. Me: "There will be no future orders. I want this part expedited." She wouldn't even admit that her warehouse screwed up and shipped wrong part. Just have to wait another week and hope I get the correct part. Now will escalate to Sears corporate if I can find who to call and number. Way too much aggravation for an $18.00 part but customer service this poor needs to be called out.

No record despite having placed the order over two weeks ago and having someone tell me it was arriving tomorrow. Feeling very confused I called in to explain the situation and the customer service agent wasn't able to help so I spoke with a case manager. The case manager said it would take three business days to figure out what happened to the order; not to process or ship the order but just to figure out what happened with it. I was told I would be contacted and never was. I called back again and spoke with another rep and then case manager to ask what the situation was with the order, they had no idea what the status of my order was.

After several days and many frustrating phone calls I decided to give up and cancel the order. Not only did the case manager not know if the order had even gone through at all but they were unable to cancel. I spoke with Judy, emp id ** and she was so rude that I demanded to speak with a different manager. She would not transfer me until I had asked several times. The manager was not available and I was told they would call within 1-2 hours. After three hours I called in to speak to the manager and was put on hold for another 10 minutes until finally speaking with Nate emp Id **. He told me he could not cancel but submitted a cancellation ticket and told me I would receive confirmation when the order was cancelled the next day. I called in the following day and asked about the order status and was told I would find out in two days.

At this time I still do not know whether or not the order has been cancelled but I know I will never shop at Sears and will always highly discourage anyone against shopping there. This has been a nightmare and I have wasted so much time talking to customer service reps, case managers, and actual managers. Not one of them was able to help me. Please do not shop here. A company with this poor of customer service does not deserve to be in business.

We gave it a shot, but the next morning it still didn't work. Calling they told me it would be THREE DAYS until they could "replace it'. That wasn't acceptable (we had renters) we found another fridge that day, and paid extra to have it delivered on a Sunday. Trying to get the fridge picked up and get a refund was even tougher. First they told me Tuesday for pick up, and 7 to 10 days to get a refund, and told me to call again on Monday. On Monday they told me Wednesday and two weeks to get a refund, saying that they had not scheduled a pick up the day before. Half a hour on hold later, we got back to the Tuesday pick up, but they REFUSED to give me confirmation email. We'll see if they come through, but they have certainly lost a customer.

Anyways, they were unable to schedule me for a tech until after my 30 days trial period was over... how convenient for Sears! I located a crack in the ceiling of the fridge interior. Called the Store and one of the sales person gave me a number for service. I am planning on returning the defective item... ON HOLD FOR 20 minutes. No one picked up my call nor do I believe that anyone would be planning on picking up the phone. So unacceptable... and the people that work in the store are clueless. They can only supply a phone number for you to contact. Sounds like Sears has this all lined up so that you have no choice in keeping damage merchandised.

Sears said their system notes stated the company had stated the opposite. I had them call the company to clarify the matter. A Sears rep called me back and informed me they called the repair company and confirmed what I said and after writing a note in my file sent the issue back to be reassessed. The replacement was again declined for the same reason. The notes on the file were removed and they refused to contact the repair company to confirm. I cancelled the warranty. Later on that same day they called me asking me if I wanted to have a complimentary home improvement inspection... Never again will this company take a penny from me. I gave it one star because there was no lower rating.

Sears - when repairman comes, is he able to just charge any amount he wants? (If I have a nice home, do I pay more than someone who doesn't). There is no LIST OF PRICES FOR WORK performed. My receipt showed $95 diagnostic fee, IM fill tube $124.00, tax $15.33. Why does it not show a labor charge and part charge? The part he put in was a small 3" tube for $30.97 running from the rear of icemaker to icemaker. He put it over the other smaller tube which he said was a design flaw. It took him less than 10 minutes. Why was he able to mark up the part more than 95% increase in addition to the other fee? I feel it is unfair and illegal to not breakdown your receipt pricing. I will also be contacting other agencies to file a formal complaint, since no one from your company bothered to contact me regarding my 3 phone calls.

Sears - I called your repair 'billing dispute' department, again hard to understand the person and was told "I'm not trained for that, I can't help you."??? WHAT??? Then I called your repair 'customer solutions' and was told they were unable to help and she would have a technician supervisor call me. NO ONE called.

Sears - I am unhappy with your service. I am going to tell all my friends about your repair policies, and it is highly unlikely I will purchase any Sears products in the future. I don't know what happened to your company, but cost cutting will cause you to lose customers. How do you vet your repair services, cheapest bid? They do not represent your company in a favourable light. Outsourcing your customer service calling centers, to outsourcing for the cheapest labor to manufacture your appliances? Many people in America are unemployed. At least have employees who can speak English, and resolve customers complaints working for you!

I called Maytag and they were great, sent me the parts that Sears repair guy said needed replacing at no cost. Parts arrive on a Tuesday, but I was tracking it so I called Sears HS on Monday to schedule first available time. They told me it would be Thursday. I took the 1-5 appt slot thinking this guy will be late again, at least I will have my morning open. Mind you, we have been without a washer for 10 days. A family of five, that's a big deal. Anyhow, around 2:00 on Thursday I check the link that has my appointment info and my scheduled time has been updated to 2:45-4:45. Ok, it's in the time frame of 1-5 so no big deal. Then at 4:00 I check because I haven't heard from the guy and it's been changed to 7:45 pm-9:45 pm.

I go ballistic - how does a 1-5 time frame go to that?! So I call the Sears HS number and I am told that routing adjusted the time based on the technician's schedule and that I am the last customer of his day. I speak to "Lexi" who contacts routing dept and assures me he will be there between 7-9 pm. That's late for me but I take it because I want this taken care of. Meanwhile, I see that I can sign up for text alerts so I did.

At 6:15 I receive a text that says my appointment has been rescheduled for 5 DAYS later!!! I'm beyond upset!! I call Sears HS and speak to a girl in another country who LAUGHS at me and tells me nothing can be done at this point in the evening. OMG I go off. I need to speak to a supervisor. She tells me she is the supervisor. So unbelievably unprofessional. I ask to speak to a different supervisor and she says that's not possible, and if it was they'd tell me the same thing she did.

So I hang up and call back , hoping for a different person. They guy who I ended up talking to, Marco, was very nice but at that point I was done w/ Sears. I called a different service, they came the next morning between a 2-hour window and fixed the problem. Sears is all about asking for you to rate their customer service, I must have gotten 5 emails asking me to. It's crazy how they mistreat their customers!! Do yourself a favor and call another service.

7/9 contacted Sears "customer relations". Provided case number ** and was told that returning it would not be a problem since it was within the return period. A return label would be emailed to me and an apology letter sent. Right, as of 7/14/2016 I am still waiting. When I requested that they send me an email detailing their offer so I had it in writing they said it wasn't possible! 7/14: contacted Amex are crediting me and taking it up with Sears. God bless Amex! I'm not sure what has happened here but at a minimum Sears accidentally, or not, shipped an order that I was told by a Sears customer service rep had been cancelled.

I am not concerned over what Sears partner may have shipped this product or what the mix-up was. I am demanding that a call tag be issued and that an immediate refund be made to my Amex card. If this isn't expedited I will pursue any and all opportunities to repair the situation and move swiftly to post the appropriate consumer reviews on Sears and notify both American Express and the Department of Consumer Affairs. Accidents happen but professionally run companies fix them swiftly and fairly, as companies like Amazon can attest to. Absolutely unbelievable that a supposed major retailer in this day and age could have this type of customer service. Do yourself a favor: don't shop at Sears--ever.

When I go to the local Sears in Las Cruces, NM, the manager tells me that it is out of her control and tells me to call the delivery service to get help and that they would definitely help... which proved to be completely UNTRUE. So not only that I have wait for 22 days to get my ordered dryer but also had to go through all the inconvenience and waste of my precious time. I WILL NOT BUY ANY MORE STUFF FROM SEARS AND ALSO WOULD NOT RECOMMEND ANY OF MY FRIENDS OR FAMILY TO EVEN VISIT SEARS.

It is now Thursday 7/15/16 and nothing has happened. When I called the delivery service I spoke with a Asian lady who was rude and abrupt. My refridge was supposed to be delivered in the morning, which turned out to be 3:15PM to 5:15PM with a call 1/2 hour in advance. I finally had to leave at 6:00PM that night, at my house, and finally got a call at 6:30PM. Well the business was closed and I told them to come back tomorrow. A lady called me back and I asked her to deliver the unit in the morning. “Can't do that the truck is already scheduled.” I said that I should be the first delivery as a carryover from the day before. Answer was “No!” I have to wait another day. And this happened twice with each delivery.

They are a horrible service to do business with. They do not care and have no customer service or satisfaction interest. What if I needed the appliance if my other one broke down? As of today 7/14/15 I have no confirmation of a delivery and it is 10 days later after I did the exchange paperwork. Not even a callback to contact me. I have called 4 times to the Sears Appliance Dept and no one answers.

It took 2 weeks for the computer to come in. I called sears once the computer came in and the representative said they had to schedule an appointment for a week after I had been told that same day. It had already been a whole month without a washer so I decided I would just put the computer on myself but keep the appointment so they could come make sure I put it on the correct way.

Well the computer messed up again. My washer wasn't functioning properly. The technician came for the appointment and I told him the washer was still messing up. Then that technician diagnosed it that the outlet cause my washer to go because it didn't have a ground. I thought to myself well shouldn't have the first technician checked the outlet first. So that technician said he would order me another and it should be here in a week. I gave it 2 weeks. The part didn't come in so I called, turned out they never ordered the part and they voided my warranty because I installed the part. When that wasn't even the problem to begin with. They gave me the run around for everything. I just gave up and bought a used one.

I explained that I had timed shipment of these items to arrive when I would be at that location. The particular location is 30 miles from the nearest Sears store. Although I have no problem returning the Kitty Kat Purse at my convenience, it should not delay shipment of my correct order that I PAID FOR! In lieu of that, I should get an immediate refund. I should mention that on the pack list, the first reason listed for return is "wrong item received". What does this tell you? Furthermore, the customer service reps should not LIE about a supervisor calling back. We both knew it wouldn't happen. I do the majority of my shopping online, but this retailer has been crossed off the list.

When I got home, I again tried to assemble the furniture. The assembly process was very lengthy due to many small pieces, and took me about 5 hours. After the main body of the buffet was assembled, the last step was putting on the cabinet doors. Once they were on, I was horrified to notice that they are a totally different shade and finish from the rest of the furniture. The color difference is very noticeable and horrible looking.

I would have been content if I could return the item and have it replaced. Unfortunately Sears is making this process as difficult as possible. The first customer service agent I spoke with offered to try to help, and offered to speak with her manager and my local store. But she never called back... The next customer service agent made it clear that my return will only be refunded if the furniture is disassembled and returned to its original packaging for shipping. Which will be virtually impossible due to the amount of glass and the number of small pieces. Overall a very disappointing experience. I would not recommend purchasing through Sears online.

It is now midnight and my freezer has not frozen anything. No ice yet. Still think it is broken even though a new compressor was supposedly put in. This guy left the old heavy compressor in my kitchen and all the trash, which I just noticed, and did not even fix my refrigerator. Now Sears is saying the earliest they can come back is nine days again July 22. This means I am expected to not have a refrigerator for over a month in the middle of summer. I will never buy from Sears again. I wish someone in America could make appliances and repair them. US has become a third world country in the last two decades. We consumers have no recourse and all complaints fall on deaf ears. Repairs and appointments take months. Tomorrow I am buying a new refrigerator and it will not be from Sears.

I called the 800 number which is the delivery call center and they are in the Philippines! I couldn't even understand the lady! She assured me the delivery guy would call within 24 hours since he wouldn't answer her call either. Guess what, no call! Here it is two weeks later and I still have no cooktop. My husband called the 800 # yesterday and spoke to a supervisor who assured him the delivery department would call us within 24 hours and still no call so he called the 800 # again to request a refund and they said... Someone will call him back in 24 hours. I'm not sure who we need to call to get a refund since we have not received the merchandise we paid for. I will never use Sears again ever!

I then handed him the paperwork for the toaster oven return. He looked over everything a couple of times and asked why I was returning it. I told him it was smaller than I expected. Then he asked if I had opened it. I told him I had. (Hey, that's how I knew it was so small.) Then he walks away for a while consulting with someone else, comes back and says he has to call the manager. After his call he asks me again if I opened the box. I told him that was the third time I had been asked. He asked if used the toaster oven. I told him I hadn't. He then asks if all the paperwork was still inside the box. I told him it was and that he could go and check if he didn't believe me, that maybe I'd packed a brick inside the box. I'm sure he did not want to walk to the other side of the store. Finally, after 30 minutes at the store with frozen groceries melting in a hot car I got the return receipt.

When I told the salesman that Sears' method of doing returns was not likely to attract customers, he showed me a printed list of instructions and said it was the manager that wanted him to ask if I had opened it. I asked him why he didn't just tell her that he had already asked me. Then I asked for the manager's name. He wouldn't tell me, but when I persisted, he called her up. Her names is Donna. I vented and she blamed the nice young man who responded to the machine that is their Customer Service. "He should have made a note." I doubt that the grumpy man in appliances would have believed it. He seemed to want to find a reason to be able to tell me no. Sears, Sears, Sears, you need to do better than this! The first thing I am going to do is cancel the dishwasher that has not yet been delivered. I can't imagine how difficult it would be if I had to return a $600 item, after so much trouble for $12 and points.

After numerous visits they agreed to take the mattress back WITH NO RESTOCKING CHARGE, but when I check my credit card statement they deducted 15% from the correct refund amount. Here I am with a "no questions asked 60-day evaluation period" sale with a total of $600.00 in restocking fees and I have no recourse. Sears will not stay in business for much longer with a hostile attitude and total refusal to listen to my REASONABLE REQUEST. I have owned several businesses over my 40+ year career and have NEVER been treated with such disrespect and incompetence. Why??? FYI customer service, my original sales agreement number was ** - for what it's worth as I can't imagine you would ever follow up on this LEGITIMATE AND ACCURATELY-DESCRIBED issue.

I told him it is not logical to put parts costing that much $725 into an A/C, which cost a mere $449 for a new unit, altogether and I would have a very hot apartment till it was back in order. I'm a senior and feel the heat very much, I told the same to the folks that were in charge of the warranty. They were not flexible on this issue at all. So that is how Sears handles their costly extended warranty purchasers. My last Sears 15,000 BTU lasted 13 years, I wish I still had it. I guess it's time to turn the fan(s) up full blast and parade around in my shorts, power to the people!

UPDATED ON 07/13/2016: I am sorry to trouble you again, but in the course of giving you the facts about how Sears handles a defective air conditioner that they apparently sold to me, I failed to mention the shabby treatment by a management person that I talked to explaining my problem. I failed to get the lady's name in the extended warranty department of Sears. She told me that the A/C repair parts four of them, were to be delivered to my apartment by United Parcel. 725 dollars in parts, some very heavy like the compressor, then I was told to call and make an appointment for a technician to come and install them. I am looking at approximately a week and and a half without air conditioning, stepping over Sears parts.

I am going to be 70 years old next month, a U.S.Navy Vietnam era vet, and retired from working 30 years with a utility Con Edison, so when I mention about a heat wave that we are in with no air conditioning the management lady on the phone snickered and told me she would give me a discount on some Sears electric fans. She added that if I wanted to purchase a new 15,100 BTU unit she would give me 50% off my purchase. Another Management person sent to me an email to me stating that since it is only the first repair on my unit I am not entitled to a replacement air conditioner, 725 dollars worth of replacement parts for an A/C that I paid 449.00$ for when new three years ago.

I had faith in Sears to do the right thing if it went bad, with the same unit being replaced, that is why I paid $136.00 for the extended 5 yr. warranty. I feel this is very strange of an old American company to take this illogical stand, I just want a replacement, same size because this one clearly is a lemon and I have no idea after it is fixed, what will go bad next. Incidentally I spoke to that very rude management lady around 4 pm on July 11/16.

Consumer Affairs ask for an order number, photos and receipt, I presume in an effort to try and help resolve your problem and to verify that you have a legitimate complaint. I am not providing any of this as I have resolved my problem and I am spending quite a bit of time on how I am wording this so as to get it published here to help others. This is how I did so.

First, a little warning, do not try to order online at Sears or Kmart for anything that has to do with home delivery and use of Shop Your Way Rewards points and use of PayPal at checkout, which was an option at checkout. Secondly, I do want to make note of the fact I haven't had a problem with them when buying online, with no use of rewards points or PayPal, just using my regular bankcard (charge-debit) and then just going to the store to pick it up. There is a provision to this though as they already had it in stock at my preferred or local store. (Quite a few retailers offer this and it can also make your shopping experience faster and easier.)

I never did receive a confirmation email that the order I made with Sears went through. At the end of the day I contacted them, through a chat line, to inquire about this. The representative did send me an email saying that I had made the purchase but in no way shape or form was it akin to an actual confirmation that you would expect to get when you have made a purchase online but it appeased me for the time being. It was showing up in my account however, at Sears website, so I kept any eye on it. Around 3 days passed and it showed it was scheduled for delivery in another 4 days. It never came and this where my contacts with Sears earnestly began.

After a period of over 2 weeks and several online chats it became apparent to me that they are not capable of using PayPal and do not want you using the rewards points to obtain a discount. Each of the chats ended with me being told to wait anywhere from 24 hours up to 5 business days and I would see a change online in the status of my order. In the meantime the actual order I made showing the rewards points used for a discount and free shipping I was entitled to (my purchase was well over the $35.00 limit imposed) no longer was showing but was instead showing the full retail only.

After several more days had passed including several online chats and tired of the frustration I finally cancelled my order. They did send an immediate confirmation of that, not surprisingly. The next email that was in my inbox was an email from Sears thanking me for my order and saying they would be sure to notify me when it ships. How screwed up can they get? Well, I will tell you. Some of that same order, there were three items in the original order, still shows up online as being ordered and no way of cancelling it and is now being shown as a separate order and with a different order number. Desperation or ignorance? My opinion, it is both.

Their customer service representatives don't seem to understand how any of it works so they can't really offer any help or it is that their hands are tied. Nevertheless, PayPal no longer has a pending authorization showing in my account summary page with them, so it appears they have withdrawn authorization after receiving notice from Sears that the order was cancelled. Hooray for PayPal and it seems that maybe Sears got that right (fingers crossed). Three generations of my family have been loyal to Sears. That started with my parents, for reasons unknown to me but continued with myself and each of my siblings and then with our children. Never again for me as I will not tolerate or put up with that kind of thing. I have been shopping online since 1999 and never have I experienced anything like this anywhere.

There are too many other top notch retailers that want your business, offering better products and better prices and far better service. I found what I was looking for at another retailer, far better price, and it was shipped and I received it in just 3 days following the order. If you have any problem at all during the first 30 days, even if you have put it to hard use, they ask you to return it and they will give you a brand new one or refund your money, whichever you chose.

It is immediate, no waiting, no sending it out for repair, no leaving it for repair or any other nonsense. That is how they have always done business and I have first hand experience of this. You know what? They are right and their business is growing. If you have trouble with anything you buy within the first 30 days of ownership, anything, no excuses except maybe a new home, you should be given a new one or your money back. Believe it or not there are a couple of auto companies that do this and that is how it should be. If it won't last thirty days it is not worth having.

Sears could learn a lesson from that. They haven't though as they continue to slip and downsize in an effort to stay afloat, which isn't the answer. Kmart used to treat their customers fairly good and was profitable and that is why Sears acquired them and to overtake the position of again being the world's largest retailer again as Walmart was really giving them and Kmart a run for their money. Now it seems Sears is closing Kmart stores left and right. Wonder why? No wondering on my part. Sears continues to lose money and customers because they don't treat them right and they haven't had the foresight of keeping up with the times. There are a couple of old sayings, which are the answer each and every time, no matter what and again no excuses, "The Customer Is Always Right"! Put "Customers First" in each and every way and you will always have customers! Sears got too big for its britches and now it shows. Pun intended.

When I called to cancel my purchase after searching for a good 5 minutes for a number, I was offered rewards points not to cancel like some bribe! When I stated that I didn't call for points, I called to cancel, they finally put it in. After this they told me it was cancelled and that it would be 7-10 business days and that they do not send receipts about cancellations, despite the fact that they sent one for the bill!

When I checked my credit card on 7/6 I saw the charge was still listed. I called up my credit card and was told that it was day 9 but they would have no problem setting up a dispute for the charge for me and they gave me a direct line to that department. I decided to call up Sears again and they had 1 more day. So I called and spoke with another individual at Sears and was told that it was only day 9 and that they still had one more day to get the refund in.

I then called today, DAY 11 and it is still not in. After being put through to someone in charge of reviews I was told it would be another 24-48 business hours! I told that that if it was not done by Monday (this being Friday) that they would just deal with the dispute department at Chase. I also said that it is ridiculous, that it is a Friday and that 24-48 hours were business days. I am still being inconvenienced to the tune of $500 on my credit card because they have no clue what they are doing.

I then wrote customer feedback to this effect stating I wanted a call back from a higher up in the body of the complaint as there was no place to list that you wanted to contacted back (as is customary with other companies such as Macy's). In addition, when I once again logged into Sears.com it just showed a cancellation on day 11 and the purchase price shown was $50 less than what I was charged when purchased 11 days ago!

7/11 I just got off the phone with my credit card and put in a dispute for the charge. Let them deal with Chase. Although I have purchased a dishwasher, microwave, stove, washer, and dryer in the past 5 years while redoing my kitchen from Sears you wouldn't know it was the same company. I would not recommend Sears.com to my worst enemy.

Newsflash: We KNOW SEARS sub-contracts their work - just admit that this is part of the pricing! Well, after booting SEARS' "expert" from our home, we received a quality, HIGH-EFFICIENCY system with a limited lifetime warranty (same warranty as SEARS' lesser-quality product) with a 6-year parts warranty AND a two-year service warranty. The company we went with charged us a full $4,000 less than SEARS quoted us, and this company has a PHENOMENAL reputation in our area. The products, services, and HONESTY from our local small business is FAR superior to SEARS. Additionally, the gentleman from SEARS looked SURPRISED when he saw me, a woman, who actually understood aspects of heating systems! He had the nerve to say, "Oh, you know about these things?" Um, it's 2016! I am an educated woman! Avoid SEARS at all costs. Highly disappointing!

First, I never received a gift card in that amount. Second, that amount doesn't cover the cost of this refrigerator. Third, who is checking this so called gift card balance? I replied and unfortunately, it was a no reply email! Why would customer service have a final say? No reply?! I found another email online, and the person asks for my order number to track what's happened. Never heard back from her! If I had known about their poor service, and plain stealing thievery, I would not have dealt with them!

Sears shouldn't hire sales people who are deceiving in the information, just to make a sale, and they shouldn't hire customer service people abroad who don't help you, but instead transfer your call all around in order to avoid helping the customer. If they are working from the Philippines, they should also have a map of the USA to better assist their customers.

The first appointment the technician came out, said he fixed it after working on it for over 1.5 hours but that it would take "24 hours to get it to freeze again" or something about "recycling or restarting". Nope, no change and freezer was exactly as it was before he came -- not working, about the same temp as the refrigerator. Call back, this time it's almost 3 weeks to get a technician to come back even though they didn't fix it the first time?!

After next technician arrives, about 30 minutes later says will have to get a part ordered (but after asking a few questions with several responses like "these are really tricky to figure out" and him calling the original technician to ask what he'd done, had 0 confidence he really knew what the problem was). Said he was going to the truck and would be right back but just left?! Later in the day, call back to the call center to confirm what is happening and they said they're sending the part to my house. What, I'm not the receiving department for your company plus told them it wouldn't work anyway as no one would be there to sign for it.

Then said she'd contact someone to have it sent to Sears (why wouldn't you just do this anyway) but for me to call back to schedule the appointment. Which when I said I don't know when the part is in she said it would take a few days and now the answer is dispatch or someone similar would call me to schedule it -- which I'm anticipating will take several more weeks if they call at all. All while of course they refuse to schedule it until the part arrives even though they know it'll be weeks before they have an opening and could schedule it now if they cared in the least or wanted to offer a modicum of service. AWFUL AWFUL AWFUL.

Sears website is hard to navigate, you are at the mercy of Sears accuracy of items listed on website. Employees listing the items on Sears.com are not verifying if items are in stock or not from vendors or in warehouse. Sears.com will have the same item listed twice. One from supplier and one from vendor. If you order an item Sears pays supplier and/or vendor right away. If you cancel, return an item or it's out of stock and refund is done, Sears has to get the money back from the supplier or vendor before they will issue you a refund. They take your money in 30 sec., but make you wait 7-10 days or longer to get your money back. This is why Amazon and other online places have a better reputation. They issue refunds right away and don't list out of stock items. Sears doesn't care about customer satisfaction or loyalty! This is why their stores are failing and no one wants to shop on their website.

I called back and spoke to Lucas who after 10 minutes on hold informed me that the tech would be at my home before 7pm. No one showed up, no one called. The next day I called and asked to speak to a supervisor. I spoke to a supervisor (Monic) who pretty much told me all she can do is reschedule. I am a regular customer who has bought numerous appliances at your store. I sure you can look up my name and verify this. Disappointed customer.

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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