Sears Reviews

When I told them I wished to be transferred to a Supervisor, which also took a long time, they still tried to help me even when I demanded to speak to a supervisor several times during the conversation. Also when calling in and even at the beginning of the call where I informed them as to the reason why I was calling, they respond back with the question as to WHAT WAS THE REASON FOR MY CALL, however, when calling in I initially informed them as to what I was calling in for. I'm shocked and disappointed as to how much time I lost while being on this call regarding an appointment I made as of 7/26/15 online, and by the level of customer service that I experienced while being on this call while trying to initiate service.

I'm writing this complaint today in order to let everyone know what has happened so that it doesn't happen to anyone else and in hopes of Sears improving on their ability in an effort to provide good customer service. Also to Sears, if you are reading this complaint right now, you might want to take the time to look at your processes and how you as a company conduct business with the general public. In several case studies I have read, a majority of your complaints center around your operations and customer service. If I were an Executive VP or even a Director of Operations, I would completely overhaul the Customer Service Department and examine the processes with respect to the Customer Service Department for Sears in order to ensure GOOD CUSTOMER SERVICE which will ensure positive bottom line with respect to financials. A good bottom line, begins with Good Customer Service. Thank You.

The other day, we had some random part delivered to our house. (It looks like the part that was already replaced the last time.) Also, if you have an extended warranty, they will make your appointment so much later than if you don't and will have to pay the service call fee. My husband scheduled an appointment online and if you click the box that says you have the extended warranty, it will push your appointment back at least 2 weeks. Shady! Did I mention we have also had an appointment that I took a day off of work for a service call and Sears called an hour before and said the technician got sick and had to go home! They scheduled me for a week later! I had no refrigerator or freezer! Nobody really seems to care! I can't tell you how many times they have been to our house.

Almost immediately after I hung up the phone, I received an email that my order had been canceled because the store could not fulfill my order. I called customer service again, speaking to a male this time. I explained the issue to him, and he called the store. He came back on the phone and said he spoke to the store manager (Jessica). He said Jessica told him that she had to cancel the order to make another transaction (not much sense). He said not to worry, that I was still going to receive a call on 7/15/15 between 6pm and 9pm to set a delivery time.

Needless to say, my order was never shipped/processed. After talking with customer service again on 7/16/15, I was assured that I would receive a refund and it (the refund) would be processed in 2-3 days. On 7/22/15 I still had not received a refund OR the washer and dryer I ordered. I emailed customer service again and was told that the transaction was refunded as cash; however I never received the cash, so I guess somebody made a nice little bonus. Here we are 7/26/2015 and I have yet to receive a refund. I highly recommend that anyone looking to buy appliances shop at Lowe's or Home Depot. It appears that I will have to go through the hassle of filing a lawsuit against these people to get my money back.

So 4 times in a 3 plus week period Sears could not fix my warranty covered 18 yr old air conditioner---warranty paid up until 2018 at premium prices for older machines. I am at my wits end. Sears appears to not want to replace a machine they can't fix--although this is what they claim they do in all of their ads. The temperature is in the 90's, I am a senior--what am I supposed to do?

When the part came, it was only the control panel and not the circuit board. At this point I figured the best solution was to just call Sears and have a tech come fix it. I scheduled a call and the tech came to my house. After looking at the oven, the tech said it was definitely the circuit board and not the control panel that was bad. She then advised that the circuit board was no longer available and I'd have to buy a new oven. She gave me an invoice for $90 for the service call, a Sears coupon for $50 off a new oven, and left. After this I thought surely someone must have a way to fix this board, as not everyone would be able to replace their oven. I looked online for the part and found there was actually a new board manufactured to replace the discontinued board. Good news! I clicked on the link and was taken to - of all places - Sears!

I tried to order the part, but got the message that this part must be ordered and installed by a Sears technician. This seemed strange, as it was the Sears tech who told me there was no replacement part, but I called Sears, explained the situation and was told they would order the part and come back to replace it. They also told me they would apply the first service call fee since the original tech made the error. We scheduled the service call 2 weeks out. A day or so before the scheduled call, Sears called and asked if I had received the part yet. I told them no, that I thought the technician was bringing it. They said no, it would be shipped directly to me and to call and reschedule when it arrived. Again, strange, but OK... I asked when it would ship and they said there was no way to tell, that was another department, but it was on order.

For the next several weeks I continued to call and ask if there was any tracking number or other way to know if/when the part was shipped. They continued to say no, that was the parts department and they couldn't access that information. I asked if I could speak to them and was told there was no way to call into that dept. After several weeks and numerous calls, I finally went back to the original place I had ordered the first part and they told me they could help solve the problem by giving me the direct number of the company they ordered the parts from. This person seemed to understand the craziness of the two parts of Sears not being able to communicate or help me ascertain if/when the part was shipped.

I called the company (Core Centric Solutions) and ordered the part. Once I received it, I called Sears service again to have someone come install it and was told I'd have to call another department to get the credit for the service call. I could go on about the next long series of calls, re-directs, etc., but the net of all this is that I finally just tried to get someone to bring a control panel and come install it with the new board. I was told they couldn't order the board until a tech came out to diagnose the problem! I explained that had already happened, but they replied "it was so long ago that didn't matter anymore". Additionally, they said their tech's notes said I had declined to have the problem fixed!! I said, ok and thought, at this point, I will just order the control panel again and install it. I asked to just get the $90 credit and move on. Response: "No sir, we won't refund the service charge because it's been more than 90 days."

Believe me, I did not have any control over how long this has taken! I also would not have chosen to be without an oven for 5 months! This last person I spoke to would not even let me try to explain. She was abrupt and said I "did not follow the proper protocol" when I ordered the part myself (I would still not have the part if I had not) and she would NOT put in a credit. I explained that I only ordered the part directly after weeks of communication with them telling me it was ordered but they couldn't say when it would ship. She said this was NO REFLECTION on their service department and I should not have broken their protocol.

I asked if there was someone in an executive position with whom I could file a complaint. I was given a generic email address: SHC@customerservice.sears.com and told, "Thank you for choosing Sears, Goodbye." The sarcasm in her voice almost dripped from the phone. It seemed she really enjoyed the control she had in this situation and the fact that I really had no recourse. I have waited five months trying to resolve this. I have spent hours on the phone. I did not get to the point of writing this without first doing everything in my power to work with Sears.

This is not an emotional response to a single incident. The Sears Customer Service and Repair process is badly broken and I have to believe, if the executives at Sears knew how terrible the customer experience is, they would be livid and take action to correct it. But I don't know how they can ever know, given the fact that their people seem unwilling to help. If I were a shareholder of their stock, I would also be concerned. A company that is this difficult to work with will undoubtedly spiral into financial ruin at some point. Please let me know if there is anything I can do to help get this message to Sears executives in charge of Customer Experience. Thank you.

It looked like it had been dropped a few times and pushed around on the floor. I have spoken with Sears customer service several times, and they refunded the cost of the fridge, but not the $246 dollars in shipping costs. I'm not sure why I should have to pay shipping on an item that was either not as described or terribly damaged during shipping. I have been told several times it is their "policy" to refund shipping costs, yet it has now been almost two weeks and no luck. I have also been told that I will be called back on several occasions and have never received a single phone call from anyone at Sears. The whole thing feels like a fraudulent transaction. I will never buy from Sears again, including a Sears storefront, and will tell my family and friends the same. This has been an absolutely HORRIBLE experience.

When I called to inquire about this and to find out the contractor who did this they switched me from department to department for 4 hours. When I asked to speak with a manager I was hung up on repetitively. This is not only dangerous and a fire hazard but it is illegal to "jimmy" fuse panels. I have emailed customer service with no response. This is the responsibility of Sears as they provided the contractor to install the hydro for the cooling unit. If you try to just remove the fuses sparks fly everywhere and an electrical fire can start. We had to shut all power to the house down to have them removed and both contractors said they have never seen anything like it and that we should sue Sears.

I am disgusted and will be contacting a lawyer/paralegal about a small claims suit as we have paid in full for a product that breaks down yearly and now find our home was damaged in the process of the installation and we have to replace the whole fuse panel because of what Sears did to it. My husband has severe breathing and heart problems and the heat is very bad for him and because of not being able to fork out cash for a new panel as Sears has ruined ours he is stuck in a small bedroom with a window air conditioner daily so he can breath instead of enjoying his home. As you can see by the pics this is not normal nor right and we do expect it to be corrected whether you are willing to replace our panel and get it up and running properly as it all should have been done when installed or we will start our small claims. The choice is yours. We have already reported this to the Better Business Bureau. This is so wrong.

I called Sears on May 22, 2015, being I still had time left on my warranty. Sears sent a technician over to diagnose the problem. Here is a factor to consider. The weather two days before the technician came had dramatically changed to much colder temps, highs were only in the 50's and lows were in the 30's compared to when I noticed the unit was not working properly when temps were near 90 during the day and 70's at night. The technician came in my home, I explained to him that the AC Unit was doing the same it did back in 2012 when it needed repairing. The technician wrote up an order, and said Sears will send a technician the following Saturday to fix or replace the unit being it was still under warranty. Sears never showed up. I had waited from 8 AM to 5 PM. I called Sears at 6 PM finally that day, they explained they were busy, which I understood, and we needed to reschedule.

I rescheduled, and Sears once again never showed up. This occurred 4 times, and now we are past the expiration date of my MPA Warranty. Now Sears says I am not covered if I need to fix or replace the unit. I can prove by witness, and by calendar from local weather reports, the weather the day the first scheduled technician came in May 2015, still under warranty, the temperature was only 53 degrees outside at 11:30 AM when he arrived, the overnight low was 38 degrees, of which my furnace had turned on being it was very cold out, a dramatic change in weather. If I had just a fan in my window, of course it would also blow cold air into the room and home.

So in my opinion, and by facts to prove, the technician was wrong. The AC unit is still not fixed, not working, and Sears refuses to come out, after 4 attempts I have scheduled with Sears, all of which are recorded by TWC phone messages and Email Sears had sent, stating a technician would come to my home to fix or repair my AC unit, and all of which states the product is under warranty. I have documented all email and phone exchanges with Sears to prove this. All I want is for Sears to honor the warranty when I originally called Sears in May 2015, which was still under warranty. The unit is broke, I cannot use it whatsoever, and I am in the middle towards the end of summer and Sears has yet to respond with a commitment to fixing my AC unit. (I cannot locate a receipt from 2010 at this time of sending this email, but I can order the original Master Plan Agreement - MPA with Sears if need be.)

The parts came in 3 days and I called to get a repair date sooner - they would not move the date. Now, today the 23rd they finally came out to fix the washer and what do you know - they got the wrong parts!!! By this time I was so mad I was ready to go to the nearest Sears store and tell every customer in there what happened and to buy from ANYONE BUT SEARS. We have canceled our Sears account and I will NEVER buy anything from that store again. I am ready to sit the washer on their doorstep and buy a new one from somewhere else.

Sears claimed that they had no record of this and could not even see how many times my ice maker was repaired. I cut my losses and still chose Sears for my central air. Installation was within one day. However each year, about the same time in July, it breaks down. This year, I made an appointment for Wednesday, July 22, 2015. I was offered 2 time slots on that day, which Destiny claimed was the first available date. I chose the 1-5 pm time slot. Destiny reviewed my email address and informed me that I would also receive a confirmation email in addition to her verbal confirmation and an automated call the day prior. I never received any email from Sears.

I worked half day without pay and rushed home to my scheduled service appointment. I arrived at 12:30 pm to find a telephone message that my appointment is confirmed for Thursday July 23, from 1-5 pm. I was outraged since I have very costly vacation plans for Thursday. I contact customer service and wait 20 minutes for a representative who argues with me that I was mistaken and made the appointment for Thursday. I asked her who changed the original appointment and she told me that she could not tell and that the original appointment was always for Thursday. I asked to speak to a supervisor and was told that they were busy taking other complaints. That in itself is a problem! There are so many complaints that one must wait over an hour!

I told the agent that I would hold. I held for 45 additional minutes and she would intermittently return to the phone to again inform me that all supervisors were busy. I asked her what would she recommend and she told me to just take Thursday's appointment since I probably would not get to speak to a supervisor. Unacceptable! I waited another 20 minutes and finally a Mrs ** answered my call. She stated that she was a supervisor and would call me back in ten minutes. Mrs ** did call me back in 10 minutes to confirm that she did see July 22nd as the original appointment but could not explain what happened. Mrs ** stated that she would have to investigate what agent made this error and could not give me a name. I asked her what will I get for their error? She offered me an $80 gift card for my inconvenience. If I were not persistent for an hour I would not even have gotten that!

I asked to speak to her supervisor and she told me in so many words that the 'buck" stopped with her and that I had to write this email to voice my displeasure. $80 does not compensate me for my half day of lost wages or my vacation travel. In addition, my pets and my elderly aunt had to be transported to Ct in this heat. I would hope that something more could be done. The air conditioner is fairly new and maybe a faulty unit was sold to me, (financed) and installed. It is only used two months out of the year. This is poor business.

Is Sears under new management the past 5-6 years? Service is terrible and the products are getting worse. What changed? I look forward to a reasonable and timely response to this inquisition and most importantly a more adequate compensation. The years that we paid for service contracts for the various appliances could afford us all new appliances with another franchise. - A disappointed 50 year customer.

Now the upholstery attachment leaked too, the brushes did not spin. They sent it to the other side of the country for repairs. About a MONTH later it was returned 'REPAIRED'. It is not good to be without a carpet cleaner as I have 13 grandchildren. Now it did not dispense any detergent and the upholstery attachment would not dispense anything. I took it back again, this time it did not take more than 2 weeks and it was back. NOTHING had been done. I took it back in. This time, they gave me a new machine. With the new machine I could purchase the 2 years extended warranty for $34. They no longer send units out for repairs, but instead you have a one-time replacement. Totally different. After 4 trips in for repairs, the unit was replaced.

Original Review: July 22, 2015

I purchased the carpet cleaner (Hoover Max Extract 77) from Sears for $301.69, and paid another $49.99 for the extended warranty, WHICH OVERLAPS THE MANUFACTURERS WARRANTY, and does not kick in after the original warranty expires. Live and learn on that one. Nearing the end of the SEARS warranty the holding tank for the detergent and clear water was leaking. I took it in and they exchanged the tank. Then I pulled out the cleaner to use it again and it was riddled with issues; leaking upholstery handle, brushes stopped spinning, 'heater' doesn't heat, leaking holding tank for detergent and water, and the part that holds the unit in upright position broke. This is why I buy the extended warranty on items.

I took the cleaner in again to the Sears store on the Guide Meridian St., Bellingham, WA. I was told that Sears might just replace the unit. I asked for a receipt for the unit, showing that I had dropped it off there. I was told that they did not provide receipts for repairs, but the sales associate did write on a card the model number of the unit and the words "warranty held by #224" on it. I called 2 weeks later, because I really need the carpet cleaner back. I live in Washington State. I was told that the unit had been shipped to Tennessee for repairs??? I asked if there were not ANY repair shops in the state of Washington, or Oregon, or California. (Idaho, Nevada...) NOPE. They had to send it to Tennessee. INSANE. I should get the unit back in a few weeks, maybe. If you live in Washington State, reconsider the thought of purchasing anything with an extra warranty from SEARS. You might also if you live in Oregon or California.

So I wait another week until the 20th, take more time off work, and the mattress shows up...and it's damaged. The box spring was severely torn. Obviously, the delivery guys took it all back, and I had to call to complain. After a long discussion with customer service, I was promised 100% that an undamaged mattress and box spring would QUICKLY be shipped in two days.

Again, I took off work for that delivery, received confirmation in the morning saying that the delivery would arrive as scheduled that day AND THE DAY CAME AND WENT WITH NO MATTRESS!! THE SHIPMENT WAS DELAYED AGAIN. Once more, I had to sit through a ridiculous customer service call in which they could not explain what the delay was. Why was the delivery confirmed as on schedule in the morning, then pushed back several days by the afternoon? That's infuriating and it makes no sense.

Now they're saying I'll have my mattress in just three more days, but their track record leads me to believe otherwise. This is the worst service I've ever received. You would think spending $1500 at their store would make you a valued customer, but clearly my business does not matter to them. I am still without the product I ordered, and I have not been offered any compensation whatsoever, or even a simple "I'm sorry for the inconvenience." My advice? Stay far, far away from this place.

Today they said, "Sorry sir, we mailed you a check"...to my previous address even though I have given them the new address every time I have called. Sears is a TERRIBLE company! Do NOT do business with them if you want customer service. They are HORRIBLE at it! As I am writing this letter, I have now been on the phone for 1 hour waiting to speak to a manager. This is the worst customer service I have seen! It is honestly atrocious.

The technician also tells us to stop calling Sears because it's making him look bad. Are you kidding me?!? We are in a rural area, so every time we call, we have to wait 3-5 days to even get him out to our house. We had a service called scheduled today. He normally calls my # listed on the file and today he did not, he called my husband’s cell that he as programmed in his phone because he has been to our house so many times. He doesn't even want to talk to me anymore- that's fine - just replace this lemon of a washer so we can resume with our lives.

A couple nights ago, we were watching TV on our couch and the washer randomly turned on and smelt like electrical fire. Good thing we were downstairs and were able to hear this or we could have had a house fire. Needless to say, it's unplugged from the wall now. I don't see why we are constantly having to go through these repair appointments that do not solve the problem. Apparently we have a lemon.

Just to recap, here are the issues: Washer does not drain water. Washer might soon our clothes a little and then it gets hung up. Sometimes washer doesn't spin at all. Washer randomly turns on (I have a video of this, the control panel is not on and the washer randomly turns on). Washer smells like electrical fire. Washer has ruined hundred of dollars worth of clothes and towels. I am begging. Please help resolve this issue before I have a nervous breakdown. And I would like compensation for my clothes and towels being ruined and not to mention all of the times we have had to take off of work to be present for these service calls that go nowhere.

On June 15th a technician came out but was unable to make a repair. According to him he was only allowed to do preventative maintenance and does no repairs. I'm not sure why sears would send someone out that could not do repairs. He said they would need to reschedule me for a repair appointment. They did for June 23rd. On June 22nd a customer service rep called me telling me they need to cancel my appointment because they had no techs available and would need to reschedule me for the next available date which is July 3rd! I was in tears at the thought of being without a washer that long and my laundry was already piled up. I knew it would be costly to go to a laundromat too. A customer service rep said it was out of his hands because the techs are contracted out and they have no control over their availability in my area.

I broke down and went to a laundromat. On July 3rd a tech came out and he thought it was the pump. He pulled all the water out of the washer manually (which smelled horribly foul from sitting almost 3 weeks at this point). He replaced the pump. He said it was working fine and that I needed to use refresher packs and run a cycle and then air it out with the door open for 24 hours. I did that and on July 4th I attempted laundry. Again the same problem. The water did not drain and the tub stayed full. I called again and the next available appointment wasn't until July 22nd! In tears, I begged for this person to do something to expedite this process. Again. He couldn't help me. He issued me a $25 gift card (To Sears!) for my inconvenience. That's a laugh. He said he would file a claim for me to get laundry reimbursement and gave me a phone number to call on Monday since it was a holiday to follow up.

When I called this department on Monday they did not have any information to give, only that it was in process and should receive a check soon but had no idea of how much it would be for. I waited patiently. I called on July 21st and they told me I had to speak with Customer solutions because I actually didn't qualify for laundry reimbursement. They could transfer me but were not allowed to give me Customer Solutions phone number. After a 2-hour phone call and being placed on hold numerous times I finally hung up with no solution.

The same tech returned to my home today, July 22nd and replaced the same exact part as before and SURPRISE! The machine still doesn't work! He said he had no clue what was wrong with it. He had to call another person who suggested it may possibly be another part and that he should reset my appointment, yet again. This time for August 8th. I basically held him in my garage begging him not to leave and to get someone on the phone, his boss or anyone. He called customer service on my behalf and his own human resources department telling them that he's already replaced the same part twice and he's not sure if this other part is going to work. The person on the phone told him to just reschedule my appointment.

He had 9 other calls and couldn't spend anymore time here. I again got on the phone with customer service who transferred me to customer solutions. They say they cannot process any rental reimbursement, laundry reimbursement or replace my machine because the tech ordered another part, leaving the case opened. I said the tech doesn't even think this part is going to solve this. He's going off the word of a 3rd party not here to diagnose the problem. After another 2-hour phone ordeal I finally gave up.

What else can I do. Wait till August 8th to see if possibly they can fix my machine? And if it's not that will they reschedule me yet again? Do I have to call the local news station to get them to listen? I'm desperate to get this resolved. I could have saved the money on this Master Protection Agreement and went out and purchased an old school washer with an agitator from a flea market and trashed this one and I wouldn't need to be going yet again to wash clothes at a laundromat with my 5 children.

Sears' repair team then refused to come back and fix the still broken machine. I was told several times that the technician was on his way but they never showed. When I called to complain, the person on the phone told me that a technician was not coming. The phone operator could not tell me why and gave me another window of time the next day. Guess what, nobody showed.

The third time this happened, the phone operator told me that the technician showed but I wasn't home. Not only was I home, but my kids were out front playing. The never attempted to fix the broken machine. When I called to complain (again), they gave me a Saturday slot. This time the technician called and told me that he could not fix the machine and that it needed to be replaced. At this point Sears ceased contacting me. They told me that a representative would contact me to replace the machine but nobody called.

When I finally called them, they told me that there was no mention of a warranty replacement was ever entered into my record. In other words, everybody had been lying to me and nobody ever entered any notes into my account. When I expressed my dissatisfaction, the operator told me that we were now 2 days past my warranty and technically they don't have to do anything now.

Thanks for all the stalling and lying, Sears.

I called Mr. Jackie **, owner of Furniture Direct 10 times over a period of 3 or 4 days. I always got voicemail and never got a call back. I emailed (**) him 5 times or more, but got no response. Finally, at around midnight my time (9 pm his time in California), I was lucky enough to reach him on the phone **. He promised that the delivery date would be switched to July 21. I emailed him to confirm and he emailed me back to assure me of the delivery date. July 21 has come and gone without my daughter's furniture being delivered.

Once again today I tried to reach Mr. **. Once again, I called more than 10 times. Always voicemail. Never a return call. Once again I emailed him 5 or more times. No response. And my daughter still does not have her furniture. I'm beginning to wonder if Furniture Direct has stolen my daughter's furniture. I work many hours/day but have had to spend a great deal of time trying to first change the delivery date and then even more hours trying to track down the furniture. I don't think a customer should have to go through all that. I have to say that this merchant is sullying the Sears brand. I've ordered many items online including large items such as furniture. I have never had this much trouble with an order. You might want to consider breaking ties with Jackie ** and Furniture Direct. I am hoping you can help me.

I was told by Sears to NEVER loosen the pod he packed and Fabric Softener in the Washer, both incorrect according to Maytag! I was told NOT to wash a set of King Size bed sheet in the washer at once even though it is a 5.0 CU tub. My old washer with the agitator did! Turn out it was not drain properly hence the Smelly Washer. It never fully drained leaving over 2 gallons of water in the lower tub!!! Somehow a size 4 Kids shirt had worked its way into the lower tub. It had to have been there at least 2 years. SO MUCH for Yearly MAINTENANCE CHECK-UPs and reporting the Drain Slow Code.

Even though Maytag suggested Sears change out the Circuit Board and one was ordered, Sears never installed it. So I have my fingers crossed it will work. It still smells even though I keep popping the AFFRESH cleaning tablets and running the Clean Wash Cycle... NO ONE at corporate returned my calls even though I left Edward **, assistant Karen **, several messages. Impossible to get to the Customer Solution Department AND NO FOLLOW UP on my Case Number: **. Always a 1-2 hour ordeal on the phone and no RESOLUTION!

I have been a loyal Sears Large Appliance Customer but it is time to look elsewhere. Now I am having issues with my Kenmore Dryer & My Kenmore Elite Refrigerator. Sears drags out appointment for 2 weeks and now my MPP Agreement expires this weekend and they have to order parts and come back later after the expiration date. REALLY SEARS, this is why I will not pay you $900.00 to renew my contract for 1 year on 4 appliances. Incompetent Service Techs and under-staffing... Besides I HATE BEING OUTSOURCED overseas when I call, only to be disconnected when they transfer me!!

I called and instructed the person to spell out LAKE in the address (had been abbreviated LK). My husband, again, took off work so he would be there and arrived home at 2:55pm. At 4:10 I called and was told the delivery team was finished for the day - they had left our town at 2:50! I can't help but wonder why SEARS would deal with such an irresponsible delivery service. It took me 3 calls to the customer service number to get any resolution (which was none). Now the box spring is supposed to be delivered 7/25/15. They offered a mere $50 for inconvenience - which does not come close to the aggravation they have caused. DO NOT BUY FROM SEARS!!! It's no wonder their business is dwindling with the level of service they offer!

It's 2015 Sears. Set up your customer service and get things done. I finally got to a manager today. He said maybe I should go to the store it was shipped to and cancel it there then I will see the money in 3-5 days. Sears are you serious??? Why should I have to go to the store to cancel a online order so that the online service can issue my refund?? How would that make sense to anyone? I will NEVER EVER shop at Sears again!!! This is a prime example of why your stores are going out of business.

At 8:30 AM on Thursday, 7-16-15, I received a call advising that there was a "part that didn't come in" and that delivery date would have to be changed. I was told that they expected the part to come in on the AM truck, but it didn't. I explained that I felt that 2 plus weeks was enough time to have whatever they needed. In any case, delivery was changed to Saturday, 7-18-15. I received an e-mail advising that I was scheduled to receive a delivery on Saturday, 7-18-15. On Friday, 7-17-15, I received a call advising that my delivery window was between 5:00 PM and 7:00 PM on 7-18-15. At 8:00 PM on Saturday, 7-18-15, I called the salesman advising that I did not received delivery and that no one called me to advise of any changes. I advised the salesman to cancel the order and that I hoped I would never have to deal with Sears again.

Today, Monday, 7-20-15, I received a call asking me to contact Sears delivery because delivery of "recently" purchased appliance has been delayed. I called and was told that next delivery date would be 8-1-15. I explained all of the above and asked that order be cancelled. I asked about problem with delivery and it seems that there is a problem with high volume demand on the appliance I purchased causing delays. I will never purchase another item from Sears. I spent two days waiting for Sears to deliver my item and cancelled 2 appointments for nothing. It seems they never had the appliance in the first place. I spent a lot of time deciding on laundry center, now I'm back to square one. What a joke!

We went into the store at North East Mall and the store associate said they have a unit in the warehouse and that Sears would call us within 24 hours to set up a delivery day/time. It is now July 20th and no one has called. My sister called Sears this morning and they told her they would call her back and hung up on her. I called the corporate office at 847-286-2500 and spoke with an associate. She stated the unit was at the warehouse and the installer is set to pick it up on July 23, at which time we will hear from him within 24 hours after he picks up the unit. This is not what the store associate had told us. The associate at corporate stated, "My concern is that you chose to stay at a hotel instead of with a family member." I explained to her that is hard to do when you do not have family to rely on. My mother is my only concern. This still remains unresolved. Do not use Sears. Go anywhere but there. Buyer beware!

I called back at 4:30 and was told that at this point in the day neither technician was going to make it out to my home until Monday. I had gone without these appliances working for 5 days at this point. Management was not able to give me any reason as to why these two technicians did not show up to my home as scheduled. An entire work day was spent at home waiting for these two people to show up as scheduled with nothing to show for it and no reasons given. The lack of professionalism from the Sears staff (to include management) has driven me to write this review and warn others of their business practices. I will never use their services again and strongly encourage others to look elsewhere.

I have called numerous different Sears numbers {they all seem to be call centers in some foreign country}. I finally reached a person at the Sears store in Tyler who said she could determine that my item had been returned to the store but did not know why and did not know when or if it would be delivered. She did say that the contract delivery service on delivers to my area at certain times of the month. I am at a loss about what to do. I'm thinking if I don't hear something by Monday July 20th I will call American Express and see if they can cancel payment. I have done a lot of business with Sears in the past, but it is unbelievable that they would treat their customers in such a callous manner.

Tech arrived on time, vacuumed the screen, and said we were all set. That was at 2:30 pm. As of 4:15 pm, still no hot water. Sears was called, and the next hour was spent on hold, getting disconnected, and eventually being told that "There is ONE technician for the whole REGION, he is now gone, and there is no one available to help you until possibly Monday." The fact that my Dad is 80 years old, recently home from the hospital and receiving chemotherapy, all of which was expressed during previous calls, did not make any difference.

Firstly, the tech should have remained until hot water was determined to be functional. How does one know it is working if it is not tested once work is complete? Next, he told my Dad he could receive a preventive "yearly check-up" on the water heater, and was surprised no one had ever mentioned that... in 9 years. Lastly, an elderly man, who otherwise handles his own affairs well, who is in a diminished physical state, is now without hot water until... Who knows?

We asked to speak to a manager and that never happened. While talking to the service person, I suddenly get an email claiming that my appt. was rescheduled --- without my consent! So Sears decided that I can wait for 15 days for the repairs. I explained that I have expensive medications that need to be kept cold and they are very expensive - out of pocket is more than $1600.00 per month. Sears said it's too bad and it's also not their problem!!! Now I have to find an independent tech service on my own to come out to do what Sears was supposed to handle for us. Sears has progressively downgraded its service to the point that just before this review my wife, sons and I cancelled our Sears cards and we will no longer purchase anything from this unprofessional organization ever again.

I have called Sears multiple times to explain that I was misinformed about how long this process would take and that I should not have to wait this long for a resolution to receive the product that I wanted to use during this summer heat. They have done nothing to actually resolve this problem in a timely manner, including keeping me on hold for long periods of time, transferring me multiple times, misinforming (nice way of saying LYING) every step of the way, and refusing to actually make anything happen to get me a new, non-broken fan in a timely manner.

Basically Sears is telling me that I either need to wait out this process to get a refund and order a new fan (which we can see how long that is taking at this point), OR that I can order a new one and pay full price. The initial fan I ordered was using Rewards points and they REFUSE to allow me to use those same points on this re-order. So, basically my credit card will be charged twice, and when my refund actually comes through I still will not be reimbursed in an even swap.

It is insane that they expect me to be without a fan or out more money for a fan, when they have already have had my money for two weeks. DAMAGED goods should NEVER be held the responsibility of the consumer nor should it inconvenience them. This problem is between Sears and UPS, and the fact that I am the only one being punished is completely inexcusable. I absolutely DO NOT RECOMMEND Sears or their customer service practices. They obviously have no tact or regard in terms of customer service, which is exactly why their company is already failing and will continue to lose customers and sales.

I called a local repairman and he had to replace the whole control board to the tune of 400 hundred dollars. After he left I tried the microwave out and it did the exact same thing. I am getting my money back for the control board minus the service call. So last night I went to the store where I bought the microwave just to explain the problem hoping the salesman could help with my problem and was treated with such disrespect that I will NEVER set step into any Sears store again!

When we called we were told by the person in the warranty department that we did not qualify to have the other unit covered because we should have selected an option to upgrade to a warranty that would cover both units at the time of repair, or we could have also been given the option to select which unit we wanted to have repaired if we didn't want to upgrade. Unfortunately, we were not given either option, which would have resolved the situation and made it more comfortable for us and our children to live and sleep in our home during the hot climates.

Because the service technician failed to offer us any of these 2 options, we are now being told that our only option is to wait until a future date in 2016 to have this repair taken care of, which is highly unacceptable due to the this being the result of the failure of the repair technician to follow the procedure and offer the options as described. When we called in because the repair guy said we needed to call, to our surprise, the young lady told us that our options were no longer available because the repair technician had also proceeded to close our claim without giving us any of the options described. She also mentioned that if he had not closed the claim, she could have still helped us by upgrading us.

We are infuriated because our children have to suffer because someone did not follow through on their job. This is so frustrating that I am willing to take this to Sears top management and president, if necessary, because we should not be impacted and inconvenienced this way when no one, not the technician, nor any of the original phone clerks who processed the claim made us aware of these options. I am convinced that the repair technician did not know about this procedure because after he checked BOTH units, he fixed one and told us that he'd be back in a couple days to fix the second unit. This tells me that he didn't know the procedure (of only fixing 1 unit) and that is possibly the reason he did not offer any options.

We have written an email to Cross Country at supportservices@cchs.com, requesting that SEARS Home Warranty simply honor the technicians words and fix the 2nd unit which is what he told us was going to happen, and that is what we expected. By not offering the upgrade and/or allowing us the choice of which unit to cover, we are now living in a very uncomfortable hot environment and due to the technicians negligence.

I will also say that I experienced the same issue as another reviewer who mentioned that the first call which was for our washing machine was also handled by a Sears technician and then subsequent calls were outsourced to a company that is very rude, aloof, and seemingly, their goal is to simply get you off the phone with any excuse for the issue being your fault and not theirs.

I will update you on the outcome of the email sent to CROSS COUNTRY. Hopefully, this gets repaired as promised. SO FAR... I've received an auto-reply email that states my complaint will be in review for 4-6 weeks before I receive a response. Please contact me with your decision. By the way, you should know that we were on hold on the phone for approx. 2 hours when we called to ask someone to help us with this claim.

Waited for an hour. Called back to the same # around 4 pm, was told that because the appointment was made by Sears and so I needed to be transferred back to Sears. A Sears person came on the phone quickly and confirmed that the technician was still coming. Waited until 5 pm. Started calling Sears. Got to talk to someone at 5:20. Was told that the technician couldn't make it and I could be rescheduled for 7/29 or 7/31 (15 days or 17 days in the future). I protested and tried to explain my situation (taking half day from work to wait at home; the technician not coming without explanation; my freezer not working and I wouldn't be able to wait for that long), and the person just hang up. Called back and was told (by another person) now I had an appointment on 7/31. Very upset with Sears total lack of commitment to its promise to a customer.

I received two emails from Sears to contact them to verify the appointment which I did on Tuesday and Wednesday, July 14 and 15th. When I called again on July 16th in response to another email, the service manager said I had no such appointment scheduled for July 16 and that now I would have to wait three weeks until August 3 at the earliest.

Clearly Sears is at fault here. If I had no appointment why would they take my credit card, why would they order parts for me? I live far from my nearest town in order to now do laundry for three weeks, or alternately. Now I have to go buy a used washer because of Sears’ ineptitude. It also means I am being charged for a 1 year warranty that is starting before I even get a repair. I am including one of the 2 emails I received verifying I had an appointment. It is unacceptable service to not be able to locate a dispatcher to correct this injustice.

“Sears Repair Service is attempting to contact you regarding parts related to your scheduled in home service. It is important that you call us back today at ** to confirm that all parts have arrived and keep your upcoming scheduled appointment. Our customer service operators are available from 7 a.m. to 8 p.m. Central Time to serve you. Thank you for Choosing Sears.” Product: FRONTLOADWASH2YR

Within a few months of purchase my dishwasher was making booming noises and the motor simply broke loose from the housing. Repairmen replaced the strapping. Formerly I owned many Sears appliances and had one refrigerator for 30+ years and another refrigerator for 25+ years. The appliances stayed in the homes when we sold them; probably still working. Sears is either outsourcing parts, assembly etc. or manufacturing out of country. They are making money selling extended warranties for their inferior products. By the way, my daughter also purchased new Kenmore appliances this year. She has already replaced her dishwasher and had a new compressor for her brand new fridge. Shame on Sears and Kenmore.

I contacted the Sears store we purchased it from and spoke to Chad (Department Manager). He said he would escalate my request to have the ice maker replaced to Corporate office. I received an email from Sears suggesting I contact PABA if I want to purchase a protection agreement. It's a little late for that. I called Sears Holding Customer Relations and was told there is nothing they can do and we will have to pay to have the ice maker replaced. I'm sorry we recently purchased a dishwasher, oven and microwave from Sears.

I called 4 more times and finally got a person who spoke English I could understand, who told me that I should of called immediately when I had received an email saying 7 to 10 days for refund. An email I never received. I called again today and after fighting with these people to get a person who spoke English I could understand I was given an answer, "We do not know when you will have your refund. I can't give a date that I do not know" and was immediately hung up on.

I have bought mowers, tvs, washers, dryers, tools, etc. I would rather pay 100% more for an item than bring my business to this place. Bad enough it's been 8 days since I cancelled my order and no refund, plus was going to be sent a toy that I could have purchased for 50 dollars less from a store by me that had it in store, but the fact that they can't connect me with a person I could understand. Pretty bad I couldn't voice my concerns to Sears but then again they have no idea where my money is or who even has it. Do not give them your business.

Then I wanted to make sure that they are telling the truth. I placed an another order for the Sound bar alone using Sears.com. It accepted my order and delivery date would be sooner than the TV delivery. I chose the option of paying for this product in-store. Then I called the customer service informing that I could place a new order for sound bar and the item is in stock. Then they started to say that the original cancellation of Sound bar was due to some system glitch and the system automatically cancelled the item. They suggested that I should pay for the Sound bar (as I chose in-store payment option) and they would refund later. I made the payment and they assured me that it would be refunded in 3-5 business days.

Sound bar was delivered on time, but it was completely soaked with Gasoline. Since it was a UPS delivery, the driver left the item outside the door, we noticed it afterwards. I called the customer service again to inform the issue. The customer service person told me to cancel the order and place a new order, so that UPS will pickup the item back and a new item will be delivered in 7-10 business days. Since there is a refund process in progress for the original commitment, I don't wanted to cancel the order that would make it difficult to get my refund. I decided to call the local Sears store about the issue and the store manager asked me to bring the item so that he can exchange the item. I went and got the new item from the local Sears store.

After 2 days, I got an email from Sears stating that the item is returned, so that the refund cannot be processed. I called them again to inform them that the item was not returned and it was exchanged for fault product. I explained the whole story to the customer service person. She said that the back office credit department would be notified of the situation and they would process the refund in 3 to 5 business days. I called the customer service in couple of days to understand the status, she said that everything is documented and back office team is working on the refund process and I should get an email within 24 to 48 hours time period.

I got an email from Sears in the night stating that since the product is returned at the store, I should get refund from the store only. Then I called again the customer service department about the issue. She said that the status in their system shows that I had returned the product in the store, so I should get the refund from the store only. I got really pissed off (So far I have spoken with 6-7 customer service person and explained the whole story again and again. Every one said that the order noted with details of the issue and it would be taken care). I explained one more time the issue to her. I asked her "why it's being considered as a returned item as I only exchanged at the store?" She said that online store system is not integrated with physical store system. I asked her "then how come you are able to see the item is returned at the store?" She was bluffing. I could see that those people are lying completely to cheat the consumer.

After explaining the whole story again to her, she said that the request would be sent to credit department and they would process the refund in 3-5 business days. Now I said, "I need to talk to your supervisor and make sure to explain the whole details to that person before connecting to that person." She connected me to that person after a brief. The case manager came online and asked me "how can I help?" I asked him whether he knows the situation, he replied "yes," he could see the details in the system. I asked him whether the refund can be processed now while I am on the phone. He asked "what refund? You should go to the store and get the refund at the store as you returned the product at the store."

I could smell now that these guys are really trying to cheat me. I explained to him one more time and asked whether it can be refunded while I am on the phone. He said "it cannot be done, refund will be processed in 3-5 business days." I have clearly explained to him that I would make sure that issue is registered online so that the companies like this is completed weeded out from the system, so that the future generation would not need to deal with companies like these. I am waiting for the response from their credit department. I am planning to dispute the transaction with my credit card company also as I have all proof for their commitment. I would never ever (including my children's) buy anything from Sears and its group of companies anymore.

I called Sears twice - once at noon. The lady called the national delivery service and said they would call me back. They did not. I called Sears at 1 p.m.. A man, not part of the delivery team, said they were running behind schedule because of a microwave. The service team could not get out of the house. I told him that my food was sitting in coolers and I was upset. He got very snotty with me and asked if Sears had specifically told me to pack my food at 9 a.m.. He ended up being so obnoxious I hung up on him. A former customer who will never again set foot in a Sears store.

By this time I'm fed up and call Sears back and tell them to cancel my whole order. She tells me she put in a 'request' to cancel my order, by this time I'm mad and call her a few choice words and ask to talk to her supervisor, she hangs up (I'm sure because of my foul language that I really shouldn't have used but she was arrogant and kept asking questions that were irritating and not to the point). Anyway, I receive an email later that day saying my order has been cancelled. Here I'm thinking I'm thru with this horrible company but no.... that night I receive another email saying one of the items has shipped.

I guess I need to call Sears and see if they can stop that shipment or I'll just have to refuse delivery. This really sucks because I'm short on funds because I've already purchased those same items somewhere else and I don't need 2 of everything. Sears used to be a good store years ago, what happened? I haven't ordered from them in a very long time and I never will again. They still haven't reversed the charges on my bank account, will I have to go to my bank and dispute the charges (I can show the email stating the order was cancelled)?

I called to schedule my preventive maintenance and to have my ice and water dispenser repaired as it wasn't working properly. I was told by the person at the 800 number that I couldn't schedule my preventative maintenance until the ice/water dispenser was repaired. After several weeks I had the part replaced and called to schedule the preventive maintenance and cleaning that same day. The cleaning was scheduled for today with a 4 hour window. (Apparently Sears still operates on a 4 hour window - this is a problem in itself.) I rush home to be available by 1:00. I get a call at 2:15 from the service informing me that they aren't a cleaning service and won't be cleaning the inside of the refrigerator. He still wanted to come over and discuss this - I guess so that he could charge for the service visit.

I immediately got on the phone with Sears customer service. The first person was obviously over his head and quickly transferred me to another department - warranty department. No internal discussion and I had to repeat my story. This person wanted to read the service contract to me. I told her that I could read and indeed had read it several times while I was on hold. I was transferred to another department. Again no internal conversation and I had to again provide my name, phone number, address, etc and repeat the story.

This happened several more times. I am not getting my refrigerator cleaned and have received no satisfaction from Sears. They have lost me as a customer. They didn't even seem to care that this is a problem - no discussion about making this right. I hope Sears goes out of business - they deserve to with this poor customer service.

The other couldn't turn the valve on my washer so he said, "Sorry, it's tight. You have to reschedule." He didn't even try to loosen it with a tool. He shut the water off to my house and drove away. I had to pay someone else to take it out of the garage and hook it up. They just used the same hookups from the old machine. How brilliant. However, the Kenmore machine has been running for three hours and won't stop. Sears said unplug it and try again... so here I sit. SEARS HAS GONE DOWN THE TUBE FOR SERVICE. And how dare they farm out the jobs out of the country. Will never shop Sears again.

Sears is terrible. It's no wonder they are always two inches away from bankruptcy. Save yourself a lot of anger and frustration and shop ANYWHERE but Sears. They have lost me as a customer forever. And after I told my mother what had happened, she said she was just about to place a huge appliance order with them to redo her kitchen. She will be shopping someplace else. They lost her too. I hope they go out of business, they are that bad.

I subsequently asked him to take the refrigerator back to the store and went to complain to the store manager (Kimberly) about the driver's attitude and lack of customer service training. The manager apologized and rescheduled the delivery for 7/10. On the morning of that day, I got a call from Sears that the delivery was rescheduled for 7/11. I went back to the store to see the manager again, only this time to tell me that no delivery will be made. It seemed that the delivery manager (Zach) has banned me from doing business with Sears. The store manager offered to reimburse my money and cancel the purchase. She was not interested in solving a problem created by the delivery driver and keep the customer happy.

I called the 800-549-4505 (national customer relations) and spoke to a certain Tamy, badge # ** to complain about this horrible treatment, but she assured that the delivery is scheduled for 7/12. I asked her to call the delivery manager to make certain of the delivery, but she refused. On 7/12 I waited for 5 hours for the delivery but no one showed up. I called Sears a couple time and they told me that the driver was little late. Finally I called the national customer relations # and they told me that the delivery was not going to happen.

As I said earlier, no one is in charge of the business, nor anyone has the power to do anything. All the managers can do is to bribe you with more discounts to shut your mouth. The delivery guys and their managers don't care about the customers and the victim is me and all the people that have invested in Sears. I'm fed up guys. NO MORE HUMILIATION from the Sears people. As for now, I'll say goodbye to Sears, as many before me did. I'll take my business to others who appreciate it.

My story is not that horrific. I ordered a washer & dryer. I was given a delivery & installation date with a 2 hour time-window. The Sears people actually came 30 minutes early! However, there was an issue with one of my valves and I needed a plumber to come in -- understandable. I got on the phone with a plumber right away. The delivery guys said they couldn't stick around and advised me to call Sears and see whether they could get scheduled to come back at the end of the day. The plumber I called is close to me and he actually came and left in that 30 minutes. I called Sears and they said they couldn't promise anything, which is understandable... But we were just at the beginning of my 2 hour time-window still and the delivery guys were the next town over. I felt that they should have put me into the rotation and just get this whole thing over and done with, but that's ok.

I called back later and they said that they couldn't come back. This all happened on a Friday. The rep looked at the schedule and said that Monday would be the next available date. I needed a washer and dryer. I asked her if there was any way it could happen earlier. She said she could get me in for Sunday! Hooray, that's perfect because I could still do my laundry before the start of the week. She told me to expect a call Saturday night with the 2 hour window. Saturday night, 9 PM rolls around and still no call. I get worried. I call Sears and after being on hold for 30 minutes, I talk to a rep who informed me that the installation was re-scheduled to Wednesday because Sunday was filled up and they had to push deliveries. WHAT! At this point I was pissed for multiple reasons.

If I knew there was a chance that Sunday couldn't happen and it would get bumped to Wednesday, I would have chosen Monday!!! I should have received an automated call as soon as the re-schedule happened, why did I have to call them? What would I do on Sunday, just hang around waiting for them to come and they never would? If my installation got bumped from Sunday, why wasn't it bumped to Monday? They could then bump someone from Monday to Tuesday, etc. It was pretty clear to me that since they delivered the washer/dryer to my house and they were sitting there, that I was in a poor negotiating position. I was really pissed, so I told the rep I would never shop at Sears again and I wanted to return everything. At this point, she hung up on me.

The thing is that Sears has the resources to make this right but it would cost them money. They could have called another third party contractor or their services/maintenance division to do the installation. But instead they want their delivery team to do it since they are cheaper labor. I called back later, and a different rep told me I could call their Service dept and pay them to come do the install. The reason I was considering this is because I didn't want to risk my warranty by installing the units myself but I should not need to shell out additional money to Sears to fix this mess. At this point, unfortunately my best recourse is to wait until Wednesday and have them install it. Hopefully that goes well.

June 19, 2015 - Victor called me about 1:20 and said that he or another Sears service employee came out I would be charged for the service call. I told him that I would deal with that when the other sears service employee came out and I disconnected from the call. About 2:30 pm I got a call from ** and a man asked for Victor. When I stated that I was not Victor he said "sorry" and hung up. Around 3:00 pm I got another call from ** and a guy named John with Sears service said that I had been added to his schedule and he had one appointment before me and would call when he was on the way. AT 4:45 pm I got another call from John ** with Sears service. He said that he was on the west side of town and was on his way. I suggested that we reschedule since he would not be arriving by 5 pm as scheduled and he agreed. We rescheduled for him to come out on Tuesday, June 23, 2015 between 1 and 5 pm.

June 23, 2015 - 4:38 Mike from Sears called from ** said he was coming in 15-20 minutes to check out the dishwasher. Mike arrived at 4:55 and pulled the DW out and adjusted the springs so that the door doesn't fall completely. He said that he ordered 2 replacement rubber pieces for the hinges and will call when they come in (in a week?) to schedule to return and replace the broken one. The second will be a spare. 6/29/15 - Parts came in mail. 7/1/15 - 4:50 pm Left vm at ** (message says John's vm) for Mike to come and put in parts. 7/7/15 - 12:15 pm Left vm at ** (message says John's vm) for Mike to come and put in parts. Been getting the runaround from the guys at Sears service. July 12, 2015. Still waiting for Sears to fix the dishwasher.

To make the story short, we waited total of 5 hours at the store. We called Sears.com at 1-800-349-4358 multiple times, they kept telling us that our order went through and processed and that we just needed to wait about an hour for the order to be release at that location. At the end, we were transferred to a manager at that tel# and told the order will take anywhere from 24 to 48 hours to be proceeds. By that time, we were all fed up, tired and pissed off at their customer service.

We requested them to just canceled our order and the best part is Sears.com will not cancel the order at that moment and that it will take up to 5 days for the order to be canceled and for us to receive our full refund. Not only sears.com charged us in full for the order, they will not release the order to us on the same day (As promised by them on their website), and if you decided to just canceled the order, they will not give you a full refund right away and make you wait 5 days to get your money back.

I can honestly say that by far, this is the worst purchase experience I ever had with any merchant/store. No wonder they are losing business. I will and tell anyone I know, not to buy or shop from sears.com. BESTBUY has the best customer service by far. If I could, I would give them 0 star I would, one star is too much for them to deserve.

Later on my husband got a call saying they would be out. It is now 6:30 and someone finally got here. He just left and he had to order part so I now have to wait another week. The first guy said what the problem was. He could have said we had to order it. We have bought all of our appliances from Sears. NEVER AGAIN!!! Horrible customer service!

This is my second call today, fourth total about this very same dishwasher. I was placed on hold by another representative that went to check the delivery address they have in file. After waiting on hold for 23 minutes I hang up. I guess they have to go through piles of papers. Needless to say that they just hang up when they don't like the tone of voice or cannot figure out the problem (most like this is the reason). Overall, this is my very last purchase from SEARS. I would be more tolerant have I bought from the small guy in town with just one employee and an old truck for deliveries. But SEARS? Four months to get a dishwasher and mission is still unaccomplished??? Bad, very bad.

Customer service rep called 1:15 pm on July 10, 2015 asking if we received the part. I advised him we had not. He inquired with someone and called back advising the part was in route and to call him once we received it. I contacted Sears at 2 pm, same day, and advised them we received the part. The customer service rep asked if I wanted a confirmation call and I said yes. Never did receive a call from anyone.

I called again after 5 pm to find out what the status was. The customer service rep advised me that our appointment had been rescheduled to July 16, 2015. I told her that I had not been contacted regarding this and she advised another department had rescheduled the appointment. I told her this was unacceptable. That waiting two weeks for this repair was crazy. On today's date I contacted Sears and spoke to a supervisor, Maria. She called me back and advised that the appointment could not be moved. I advised her that our appointment would have been the next to be completed!! We will never buy anything from Sears again. Very shabby way of doing business.

I was looking online for a new dishwasher and since Sears was having a 4th of July sale I decided to check their prices and compare. I looked at their KitchenAid models since I want to replace my current model with a newer version. I saw the model I wanted on sale and priced it through their web pricing system. I was surprised when I saw that delivery and installation was included in the price. With those services included, it was worth buying from Sears. Website says INSTALLATION & SERVICES No Additional Fee. Even in the order itself, nowhere does it indicate that installation services are not included, nor are they extra, nor is there any mention that it can be purchased. It also indicated online that my delivery is available on 7/7/15 and that I would be receiving another confirming email. I never received another email or a phone call from anyone at Sears.

On 7/7/15 I received an auto call that they would make the delivery on 7/8/15. Not once during this process was I contacted or advised that the delivery company would not be doing installation or that it would be delivered by an independent company. When the delivery guys showed up they told me they do not do installations. They said they could haul away the old one, but I said, "How can you do that if you haven't removed it yet?"

I then called Sears and was told that the installation people would call me within 2 hours to schedule the installation, and she never said it was not included in the price, and when I asked would they do it today she said yes. If she had told me no at that time, I would have had the delivery guys take the dishwasher back. I specifically asked the Sears Rep. to have them call me on my cell phone which she said they would. Two 2 hours went by and no phone call. I called another Sears number which the rep told me was the installation dept. and was told that installation was not included. After calling what I was told by the Sears rep. was the Sears installation dept. and also calling the online sales dept. to discuss the matter I got no help.

Where the Sears deception lies in all this is on their website. There is a check mark next to Protection Agreement and since I indicated "No" I assumed the check mark means that it had been reviewed. I also found that there is a check mark next to Installation & Services which I did not know you are to click on the check mark. Why would I when it says No Additional Fee? When you click on the check mark it opens a hidden box that advises you find that installation services are available for $139.99. Nowhere on the site does it give you the option or advise you to check the mark to purchase installation.

I have never seen such a bait & switch sale like this by any reputable company. When I called Sears to obtain an email address to report this matter, the young lady said that a lot of people have called with the same complaint about being mislead by the website order system. What a comedy of errors! Nothing Sears said they would do happened. The item was not delivered on the date indicated on the website, no 2nd confirmation email, no installation done when delivered, no call back within 2 hours, no installer coming that afternoon, no call to schedule service.

I spoke to several people at Sears and none of them speak English well and the majority of their employees have India accents so you can't understand them and they are not interested in helping you. They probably are using a call center outside of the USA which is another reason I will not do business with them ever again.

Parts came in and we called to reschedule them to come out July 10, 2015 between 10am-2pm. I had to work so my husband stayed home ALL DAY AND WAITED. They called me before they came but I couldn't answer because I was at work thinking they would just come out like usually because someone's there. No one came! My husband called at 2:15pm they told him someone was in route, they should be there in 20 minutes. No one came. We called them back they stated they tried contacting us several times (which they didn't) and no one answered therefore they had to reschedule our appointment. I asked why didn't they come out as scheduled when it was confirmed someone would be there. Now they rescheduled me for Monday. I don't understand why they didn't come over, now I have to wait even though I've been waiting since June 2nd. This is the worst customer service ever.

Two hours later, after calling back and trying to get help and never succeeding at obtaining said help, I ended up packing the heavy mower filled with gas back into my car. Drove all the way to the mall and returned the mower. When I got there, a customer service agent said (had the nerve to) "All you had to do was...?" something that I did not hear. I did not respond to the agent save-a-customer.. as if that was "All" that needed to be done, then why did "ALL" of the people that I talked to "ALL" Morning long not know that part of their job was ALL YOU HAVE TO DO IS..."?" To Sears I say it does not matter how much money you spend on construction to the store - your customer service team is the department that needs an overhaul.

One service tech arrived at 8:00 am on July 3, he had to wait for the other service tech as the job needed two techs for over an hour because he over slept. Once the other tech arrived he noticed right away that there was a big box was missing and immediately said "Can't do the work since the part is not here. We will order the part and come back on Wednesday July 8." This is where I got upset... I called the service dept and was on hold for an hour while the rep was getting a supervisor for me. Not once did the rep come back on the line to inform me that she was sorry that she could not get a supervisor or ask that I give her my # and she will have a supervisor call me. WELL I called again on my cell while still on hold on the home phone and got the same runaround and NO apology whatsoever. Before I had a heart attack I hung the phone up.

Part arrived July 7, at 7:30. My mom called the Service # and informed them the part arrived. Service informed her that the service tech will be there on Monday July 13. My mom asked why aren't they coming on Wednesday July 8 as the tech informed her when he was there on July 3rd that he would be there then. I called the Service dept and I don't even have to tell you, I got NOWHERE again not even an apology. The washer is still not fixed and we have our fingers crossed that they will show up on Monday July 13.

My suggestion for a more efficient customer service is to: 1.) Get the current service reps classes on customer service on how to be more apologetic and understanding of how the customer feels. I would have them put themselves in the customer shoes and see how they would feel and react on what was happening to them. OR get rid of all of them and get some new people in there that will enjoy having a job and be more proactive in getting the customer the satisfaction they deserve. Remember if it was not for the customers they would not have a job in the first place.

2.) As for part(s) delivery why doesn't Sears have a better database. The tech and customer reps should have one database that shows the customer info, the product issue, the parts that are needed and if parts are being shipped it should be linked to UPS tracking system to show parts have arrived at the customer destination. The tech would then be able to see if the parts are actually there onsite and if not he could expedite the part overnight to get there or call the customer with an apology and state what happened and reschedule the service call within a day or two not weeks.

I will end my "review" with I hope you read this Sears and take more action on your part to give us customers the satisfaction it deserves. If it weren't for us buying your products I wouldn't be wasting my time writing a review on this website right now. Thank you for your time. PLEASE get your company back to what it use to be years ago where you cared.

I called my wife and we left the purchase behind. I am putting a review on REMAX REALTORS for Sears and my wife putting in Chinese website with over 1 billion hit. That's how we get back at Sears which don't bother to review the manager or employees. We will do this in FB, TWTR, friends, family, church. It just happened 1 hour ago and we already started - will be more to come.

I have now phoned 7 times across three days. Each time I was told to call back as the order wasn't closed, there wasn't a tracking number, call the parts dept and so it went on. I did call the parts dept direct and spent one hour on hold with a message every 1 minute saying they apologized for delay and the inconvenience but my call would be answered momentarily.

At 1 hour, I decided they do not understand the term momentarily. I just finished my final call trying to get this part delivery stopped. I spoke to a manager who said that they have no control over the system, and this is my fault as I shouldn't ask for service if I am going on vacation (he does not seem to understand that some people travel for work as I needed to repeat that four times in response to his vacation sarcasm) and that if my home is burglarized it is my fault for asking for service.

Pointing out that it is Sears fault given I am being responsible to make sure there are no deliveries, that it is a Sears system and that he should have some control over it as I clearly do not, was pointless! My conclusion is that this is a company that does not care about customers. You pay your money and they do what they like when they like! Then they have the nerve to conclude their phone calls by thanking you for choosing Sears... responds, "never again." I have frankly never received such appalling consumer service, and been unable to resolve it. One day Sears will fix this machine, but that will be the last time their staff ever set foot in my household. This is not a 1 star review, this is a zero but it won't let me submit at zero.

The minimum cost is going to be $160 just to come out and "diagnose". Sears used to have good products and great service, but this is the LAST time I buy Kenmore. Had a horrible experience with the Kenmore refrigerator and freezer I had before I bought this one. Paid $1200 for the old freezer and because it never worked, we just got frustrated and threw it out. Gave Sears one more chance and deeply regret it.

Updated on 10/29/2015 - I have a Sears microwave oven combination that was delivered to my home in April 2014 but not installed until August (was doing home remodeling). The magnetron went out so that the microwave stopped heating in July and the service man took days to repair it because he didn't have the part on his truck. Cost me $555.00. The new magnetron went out and was replaced 9/28/15. Unbelievably, a service man is returning today (Oct 29) because the microwave once again has stopped heating. Sears ONLY response is that the product in no longer under warranty. There is no one at Sears to talk to or to work with to try and make this right. They only want to sell me an exorbitantly priced warranty agreement (which would cost hundreds per year to cover all the products).

I don't think that it is too much to expect that a product that is a little more than one year old should work properly. The last service man who came out indicated that the company is deliberately building a substandard product so that people have to replace appliances more often because that increases their profit line. I would strongly encourage anyone looking for quality appliances to AVOID Sears at all costs.

While that was being set up by the Sears online person (who at least was trying to be helpful) line went dead. Called again and said I would just return it. Was routed to someone with a South Asian accent who could find no information on my order; then she did find it and then forwarded me to a different (parts?) department who told me I should get the battery acid at a non-Sears store. They couldn't do it either, so I was still nowhere.

At this point, had spent over 2 hours on the phone (not counting the earlier calls) and had to give up so I could get back to life. After another week, I called one local Sears auto center that had at least offered to be helpful. They called me back after a half hour or so, with information for me to call a certain # and return the battery--they said even they had trouble getting any help. I called the number provided and again they couldn't find the original order #, even though I provided actual tracking number, name, etc.; and insisted I had actually bought it at a store so would need to return it to a store!

They even called the local store to, I think, get them to accept it back, but the local store couldn't or wouldn't. So then I was finally elevated to an executive customer representative who got information for me to return the useless battery via UPS--that took about 30 minutes, though. Total elapsed time in last call: more than 1 hour. Total elapsed time in other calls: almost 3 hours. Doesn't count traveling to Sears store and back. All over a $125 battery. I will say everyone was polite, but I will never shop at Sears again as long as I live and will post warnings on Facebook, Twitter and everywhere else I can think of. Just abominable!

I called them back and explained this was not my fault as they said they were running late. She said there was nothing she could do and it was scheduled for 07/01/15. I asked her if she could please see if they could schedule after 4:00pm because I have to work and can't be asking to leave early often. She took a long time and finally said it was already set up for deliver after 4:00pm. On 06/30/15, I received a call from Sears saying that my delivery was set up for 07/01/15 between 10:am-12:00pm. I got very upset and called Sears. They said they were sorry but there was nothing they could do. I told her I didn't want anything anymore but wanted to make sure my Shop Your Way points will be reimbursed. Her suggestion was for me to go in person to Sears and cancel with them. I told her I was not going to be at home between 10am-12pm.

On 07/01/2015, I got a phone call from Anabel, warehouse supervisor. She asked me what was the reason I was not at home for the stove delivery with a demanding attitude. I explained again everything to her, she said she was sorry and that will find out how she could help me. She never called me back. I went in person to Sears and explained everything again, they said I had to call 1800#. I told them that 1800# told me to go in person. A man in the office took my information to cancel delivery so I could pick up the stove myself and gave a number to talk to Anabel warehouse supervisor to make sure my stove was there and ready for pick up.

I called Anabel and told her I cancelled delivery and asked her if my stove was there, she said it was out for delivery again between 10am and 12pm. I told her that I was not going to be there and I had already explained that to her. She remembered and called right in there the drivers. I heard when she asked them to leave stove after 5pm. The driver said it was okay as he was running late. I got home before 5pm but they never did. I called Sears around 7:25 pm and asked worker what was going on. She said that they were running late and might get to my home around 8:00pm. But they never got home. I m very frustrated with this lack of customer service.

Then, on 07/03/2015 9:00am I called warehouse supervisor again to know why they didn't delivered. She didn't know and asked me if they could deliver that Friday but I was not in town. She asked me if they could deliver on Tuesday 07/07/2015 (today). I said that's fine, what other option I had! Today 07/07/2015, I called her because she never did and she didn't remember me. Then, she said there was no space for my stove in the truck but she will call me and never did.

I was very upset and called a complain number, the agent asked me what was my complain, I asked him I have a complain about a stove. He asked me, "What about it?" I explained everything I wrote here and he said, "Let me transfer you to the another department." Later, I called another number where an agent John answered and he said my stove was delivered already. Whattt? I'm at home and I don't see it here. His resolution was that warehouse staff could only deliver from 10:00 am to 12:00 pm. Again, we are going back to the same point. What kind of help and customer service is this? If someone can help me please do so, I want to cry out of frustration already because no one helps me.

We knew he had inverted the ice hose and the water in the door hose. I immediately called back and given a follow up appt ten days later. Tech one is not allowed back in our home. Tech two knew what he was doing and if he had the part we prob be OK. I don't think it should take six repair calls to detect and replace a water valve. Due to this we have water damage on cupboard next to refrig. We have had to stay home 6 diff times waiting and two of those times repairman one was 2 hours late and 30 min later than time frame we were given. We are so frustrated and disappointed in this 6 week fiasco, it's hard to express.

When I went to choose a replacement refrigerator I saw the same model on their showroom floor. Why they still sell this model? I have no idea. Of course I selected a different replacement refrigerator and paid the extra difference. Up to this point things proceeded along in an uncomplicated and straightforward manner. When the appliance was delivered on July 6, 2015 the freezer door was damaged (dented) in the course of bringing it into the house. It was a very noticeable dent in the center of the freezer door so naturally I wished to have that addressed. The delivery person informed me that they would notify Sears and I would be able to order a "replacement door" and never said anything regarding necessarily replacing the entire appliance. It would have been simpler to remove the entire appliance at the time of the damage.The appliance was very difficult to get into the house and did not wish to repeat the event.

I ultimately spoke with 2 people at "Customer Solutions" on July 7, 2015, getting cut off once and ultimately spoke with a third person, a man (Parts Dept?) who I could barely understand. He informed me of the policy that they must replace the whole appliance and not just a door. My other option and a ridiculous one at that was to accept a $90.00 coupon. Keep in mind I have been without my main refrigerator for about a month. We arranged to make the exchange on July 10, 2015 at which time we need to repeat the same logistically difficult delivery process into the house. I have purchased several large appliances and electronic devices from Sears over the years but not sure I will again in the future.

I have been scammed by your appliance sales department and will not let this bs go without letting every conceivable person at your failed company how poor a service that could be provided - No Service. (I had to previously buy expensive extended warranty even though I was never told this as a condition of the appliance's future serviceability.) Horribly rude attitude. Policies made and changed despite your agreement to service my product or I WOULD NOT HAVE BOUGHT IT THERE.

They also said my stove would arrive between 12:30 pm and 2:30 pm. 2:30 came and went, 3:30, 4:30. Finally at 5:15 p.m., the installers arrived. They took my old stove away, went to install my new stove and the new stove was no good. It did not work. I called Sears.com to do a return. Now I have to wait until Sears.com sends someone out to pick up the defective stove and take it to a warehouse before they will issue me a refund. I have no idea when that is going to occur or if I truly will see a refund. Never buy from Sears!! It seems they take your money and then they are done with you. They make it next to impossible to get your money back and don't stand behind the promises they make when they are selling you the item.

That makes no sense. So, Sears won't let me return an item I have yet to receive and won't give me my money back. The dishwasher has apparently been sitting on a truck with some installer for over a week. Sears has no idea where it is but it apparently isn't Sears problem, it's mine. Sears also asked me if I had contacted the installer to cancel. Even though I had (and never heard back from them), I didn't think that was my job. Very very stressful and I'm out a lot of money. I will never ever ever purchase from Sears again. My only hope now is that the Better Business Bureau can help me get my money back.

I told him I have appointment for today, 10-2 pm, he said I see you had appointment for today 10-2 pm but it's not there now. I asked him why and he said he would have to call Columbus, Ohio. I asked him when is my appointment and he said, "I don't know, I will have to call Columbus", as he was calling from Texas (the phone number was ** which is Columbus Ohio), so he was lying. No call back so at 3:15 pm, I called service number and Michelle answered, she said that they were overbooked for today and I could have appointment for July 15, 2015.

I asked her for a supervisor and she refused to get one for me, I asked 3 times and she refused! I told her I want appointment for Monday July 6, 2015 10-2 pm just like today. She said she couldn't confirm that, that would have to come from Columbus. I told her I would hold so she could call them and she said she couldn't, it was done on email. She repeated that she couldn't be sure I would have appointment for Monday as they would be full, and I told her to put someone out like they did me! She said Service Dept would call me within 24 hrs, I also told her if appointment is not on Monday, I will file complaint with Better Business Bureau and Ohio Attorney General.

I have purchased from Sears and Kmart for over 40 yrs, but after this kind of treatment, I don't think I will ever shop at your stores again. This is the second time I have had problems with your store on this refrigerator. It has now been almost 3 days and no one has called me for an appointment. I sent email to Mr Lampert, the CEO and I guess he doesn't care either. So at 3 pm today, I am going to file complaints with BBB and Ohio Attorney General.

I filed complaint against him and instead of fix his aggressive way he became very mean and very rude to me and to my husband. He did talked to me and my husband very very mean and rude way, that is very nasty way of handling customers. I would like someone from Sears company to watch this manager behavior and see what he is doing with the customer to stop that mean manager from target the customer when they complaint, and when the customers write a review higher level management should get involve!!!

At that point, all of the goodwill I had for Sears ended. I spoke to customer service and I spoke to the manager of the delivery guys. 40 minutes later, the guys who could not wait 5 minutes were taking the appliances back to the warehouse. I paid cash for everything and will see how long it takes to get a check back from them but I am done with Sears. They cannot treat people this way and get my money. I would warn everyone to find some place else to shop. I have had dealings with delivery people from a number of other companies and they were all good experiences. I cannot believe this is the Sears I grew up with.

They gave me a name of a local company that would come to do the work. They never called me. I called & scheduled an appointment for them to do the work. They never came. I called the "Sears" again. They gave me the name of another company. I scheduled the work. The tech arrived at my home - diagnosed the problem as a broken transmission & he called it in to his company. I called "Sears" to find out when the tech would arrive to fix this problem. After 7 phone calls to "Sears" and the sub-contractor, I learned that this company would not be able to fix the machine & another company will have to do the work. I then called that company - they had no record of my claim & told me to call "Sears" again. I called them, they said that they would send the info to that firm, and that I should call them again. (After 20 minutes on hold) I called this company and was told that they had no availability, and I had to call "Sears" again!

I called them, was on hold, and was eventually connected to an agent who does not handle "Sears" claims, and was transferred to one who did (after another 20 minutes on hold). She then told me that she had another vendor, who will now come on Wednesday the 8th. This person will do another "evaluation" of the problem, and will then determine if they can or will fix it, then, contact "Sears" to determine if they will fix or replace my machine. I imagine that this process will continue for at least two more weeks. The company that I have been working with is not Sears, but is called Cross Country.

I have continually been give a runaround. I find it rather curious that when I first got the service agreement, Sears sent their own repair technicians, and as soon as the first claim was completed, only sub-contractors are used. This not only makes the resolution take longer, but is exceedingly inefficient. I will be back to update my story as it plays out. Stay tuned.

At about 630pm the serviceman called and said his computer and phone were both broken and he was at McDonald's and if I wanted he could come over. So when he got here he had no parts and not much knowledge of dishwasher. He said he ordered a switch and said call when it comes in and reschedule. The part came in a week later so I called and they could not get here for a 4 weeks and the control board was unavailable. On the Sears parts website it says in stock so I guess they just don't want to fix it. I'm in the process of trying to get my money back on the contract with no success. But I will not give up. Last time I purchase any appliance from Sears no matter how much percent it is discounted. Their service SUCKS!!!

The replacement just died today, 07-01-15. That is less than 3 months worth of use for almost $200. There is no way that I will return this microwave and exchange it or ask for a refund. I will never set foot in another Sears store so help me as long as I live. Sears is just another five letter word for cheap. I have a receipt, but I am too pissed off to look for it. Besides I have a record of it because it was charged to my account which I intend to cancel as soon as I cool off enough to talk to one of the dumb ** on the phone. I don't know nor do I care what Sears has to say about it. I have put a huge sign in my front yard. That sign faces state rte #127, a major artery. It says SEARS KENMORE MICROWAVES ARE CHEESY PIECES OF **. There may be nothing I can do about the microwave but I will leave this sign up for the rest of my life.

It now is apparent I was given the wrong unit at time of purchase, I was given a PowerMiser9. I paid for PowerMiser 12. Their records indicate that is what I purchased by model number and expiration date of warranty. Technician leaves while I am still trying to resolve this. I get transferred, cut off and I call again. I speak with ** supervisor who assures me she will fix this and agrees that warranty expires 2/20/2017; I am put on hold over 30 minutes while she says she is adding notes to file that Sears will cover it replacement; to make it clear with notes so when 2nd technician comes back he will see Sears is covering in full under warranty. ** comes back and says, "Oh I am sorry. Someone must have input wrong warranty date". No you gave me the wrong heater at time of purchase.

I then speak with **, a supervisor who is arrogant, unprofessional, rude and cocky! He continually repeats, "All roads lead to water heater you have. Not our warranty date in the system". He offers me a $50 off the service call. All roads lead to nothing... Certainly not Sears. Every appliance I own was purchased at Sears, tool chests, craftsman tools... Just so frustrated! Several employees acknowledged it is still under warranty yet they refuse to cover it. DO NOT DEAL WITH SEARS FOR ANYTHING!

Today (10 Jun 2015) checked status online. Status shows item delivered. Called customer service - was told item was released today by warehouse to UPS, asked for warehouse location agent, placed my call on hold and then hung up after 25 min.. Called customer service back. Connected With ** - undisclosed location, asked to talk to an American representative was told she could only connect me with a case representative. Connected with ** at undisclosed location. ** was extremely apologetic and assured me would do everything possible to help me. Ask to talk to American representative - could not do that. Could provide me with CORPORATE EMAIL ADDRESS.

After much ranting and frustration results were: No Product, No Shipping Information, No Status other than that Item had been shipped and delivered, No Americans Talked To, And not enough room on their feedback page to Complain & more aggravation because There was no customer service - just lip service with NO RESULTS.

Again I called benefits department they informed us (we were all on speaker phone) to close the service order and they would replace the Kitchenaid oven when they had the closed service order. Again I called with names and numbers of everyone and Sears said the tech is their third party and a Sears tech had to come to my house. I have been on the phone for 20 hours over the past two weeks and no one can help but they are always saying "I'm sorry." Yesterday the Sears tech came out and what a surprise nothing is "wrong" but when he left he told us to be careful because the outside of the oven is hot and Sears says that is ok. Thanks for wasting my time and I hope this gets out there and no one has to deal with that joke of a company.

I called the service number on Sunday the 24 hour seven day a week phone number and they said nobody was available and they would call me back at 8 o'clock Monday morning. I waited until 3:45 pm Monday to call and was on hold waiting for over 35 minutes before the first person pick up the phone. I told her that I was kind of upset about what had happened and that I was upset that I've been on hold for 35 minutes. She said that I needed to talk to the service department, but that WAS the department that I was on the hold for the previous 35 minutes. I asked to talk to a manager, I don't want to be on hold again. She put me on hold again. I was then on hold for another 30 minutes waiting and the only reason I didn't hang up it just went was because they said that I would be able to respond to the survey at the end of the conversation and I just want to let them know what was going on.

When the gentleman answered the phone I told him that I was really upset. I was at that point and that I didn't want to be put on hold again and I asked him if he was a manager or supervisor. He said no. I told him I didn't want to be on hold again and I want to talk to manager supervisor. He said he needed to switch me to the claims department which is the number that I had called over an hour previously. Without pausing he said I needed to talk to the service department and put me on hold again. I never was able to talk to anyone and this is not resolved yet! I am out hundreds if not thousands of dollars between the floor the food that was in my refrigerator and I've been without a refrigerator for nearly a month.

I called Sears, and they sent the same installer. He said, "It needs gas and I will do this in a week!" I called Sears to complain that he should fix his mistakes before doing more faulty installs. He came back days later and put more gas in, but this did not work! I purchased central air because I am a disabled veteran with a bad heart. I asked Sears to send another installer. They agreed, but they sent the same man who again did nothing. We have endured record heat for two months now, and my Sears 8000 dollar air conditioner is still not working. Nothing is being done!

Then today, when my service call was supposed to happen, I get a call from the parts department informing me that the parts aren't in yet. WHAT THE ___? I assumed an appointment is an appointment and I really need my dryer. So how long will I have to wait, I ask. Well one of the parts is on back order so we are not sure. THAT IS UNACCEPTABLE. So I got mad and said to cancel the appointment and I was going to cancel the warranty program. The guy said, "Well I can cancel the parts but you'll have to call another number to cancel your subscription to the warranty program." That was at 8:16 this morning. And it is now 9:26 and I am still on hold after having been shuffled from one rep to another. OVER ONE HOUR ON HOLD!!!

I just got on the line with a warranty rep. I told him my experience and he tried to tell me that I was wrong and that the reps are working from a script so I was told it was a monthly fee. I told him he should review the call recording for quality assurance and hear exactly how the conversation went. He assured me that they would do that - yeah, right. He is trying to help me (read - cover for Sears) and offered a waiver of the $39 monthly fee for one month only if I stick with the plan. Woohoo, should I jump for joy? I don't think so. I also asked for a refund of the $60 deductible I paid for the service call since they didn't do anything and it was in connection with the erroneously represented program and he said he would not do that. So I am out $60 bucks, spent a good portion of my morning racking up minutes on hold on my cell phone, and guess what, I still have a broken dryer. Thanks Sears.

For three months, April 2015 - June 2015, I have numerous times telephoned Sears, been placed on hold (up to a total of 65 minutes), stated the issue up to four times per phone call, been transferred to another department (sometimes up to four times), and each time I have called and been transferred, it has been necessary to restate the issue: My $126.29 refund has not been received. They acknowledge that the refund is indeed due me; I've been told various things, from "It's in the mail," referred to yet another department, and finally, the last two occasions I called, I was informed that while the refund check had been issued, the check was presently in their accounting dept for review, where there was "a one-month backlog", but again, the refund should reach me within the next two weeks. Not happening here. Never has anyone followed up to ensure the matter was properly taken care of (that I got my darn $126.29).

I sent an email to Customer Experiences Support who forwarded my email to Repair Customer Support. I today received an email from **, Sears Holdings Corp, Repair Customer Support, stating "... I see that $126.29 is refunded to your account. Since you have not received it, I request you contact our protection agreement team at 800-827-6655... We will be happy to help you." That's just one more time Sears customer service reps have not taken care of the problem at hand, and instead pushed me off on another Sears dept or Sears rep. Well, I phoned the 800 number and was placed on hold; that was 61 minutes ago and counting. I've never had such a bad experience with customer support in my entire life. And now, after 62 minutes on hold, I was just disconnected. I am so frustrated.

I explained I was already in receipt of my SEARS and asked how could SEARS request payment from me for merchandise I have not received. She was rude, spoke over me, and read from a script. She didn't cancel the order. She said Sears was waiting for a refund from the third-party vendor and after they received it then they would credit our account the payment. I asked "what if the vendor doesn't refund the money?" She didn't have an answer. I said "why am I being loyal to a company when the company is not being loyal to me." I said their business practice was unacceptable. Why should I have to wait for the third-party vendor to pay them back to get my credit card cleared of this erroneous charge. I am not asking for more than what is right. Remove the charge from my credit card for merchandise I didn't receive.

After unloading our old fridge & freezer, one of the guys tells us he needs two more people or they won't be able to take the items off the truck. It just so happened that we were having work done on our house and were able to ask our other handyman to assist. So, now we have the two guys from Sears, the person who was doing work on our house and buyer moving a 405 LB fridge up the front steps. We don't understand why not sent the personnel needed to haul a fridge that you deem too heavy to move by two guys.

It gets worst. The delivery/installers state that the doors cannot be removed on this model. And, stated that they have specific instructions from Sears to never remove the doors from this particular fridge due to electronics. So they take the entrance door and a hallway closet door off the hinges, remeasure and try to get the fridge down the hallway. This does not work. So we completely rearrange the dining room - current junk room in order for them to pass through. They measure several more times. After much lifting, turning and moving they have to use the customer yet again to hold open the doors on the fridge in order to pass through. They place the fridge in our kitchen, hook up the power and water and give no further information. We ask about temperature, cooling and more information. They seemed clueless. One of them at least showed us the buttons on the front of the fridge. But the other guy was in a hurry to move on.

Also they showed up in an Enterprise Rental Truck. This has been the worst delivery experience of our lives. We called the outlet store to get another service person to help us and were told that it would be another 72 hours before someone could come to our home to help with new fridge. The rep stated that she could schedule us for this service but that if we schedule more than twice, we would have to pay another ridiculous delivery fee..... What????? Are you kidding me? We buy a fridge, get horrible delivery with no instructions, then we ask for help and you try to stick us with a fee if we have to reschedule? Wow, how about that for service?

When we were younger Sears was a respectful company that seemed to have good products and service. But these days it seems that is a thing of the past. Maybe if you Sears would put more focus on customer service and less focus on threatening your employees who don't sell your required departmental percentages on the overpriced, worthless Sears Maintenance Agreements, Sears might survive. But keep this up and you will continue down the slippery slope that is the death of so many businesses.

One more thing I am paying $419 or more for a warranty - this was done in 2014 and 2015. I was told that I should not be paying for a warranty until 2018. Plus Sears have the highest interest you can hardly pay the bill off because you are paying so much interest. The last time I talked to someone in their corporate office I broke down and cried, I was at my wit's end, they have I given me such a run around about everything saying that they will come out for repairs at a certain time and don't show. No consumer should be treated like this and when they are paying their money. They finally showed up and replaced the air conditioner June 25, 2015 at 12:30 p.m.

Today, I check my bank account and Sears cashed the $7000 check for work they did not complete. This is the worst customer service I have ever experienced, and to this day no one has called me to clear anything up and they took all of my money. I am so disgusted by this company and I thought you were reliable. I now have NO idea if I am getting a refund, and no one will answer my calls. You should be ashamed of yourselves.

At 9.00 they called to let me know they would be at my place at 9.10 - I asked to postpone, they told me no problem. They also promised to call me to let me know the precise time. Since then I called 2 times the delivery crew, one time the salesperson and several times the customer service. They told me 4 times the crew was on their way to my home - so I waited. At 4.00 pm I called again, since no communication received, and Sears told me they had to reschedule to Wednesday.

At that point I already had the technical scheduled to connect the dishwasher on Monday (since Sears doesn't do that) and my realtor to come over to take pictures of the kitchen. Thanks to Sears I was not able to have the house ready for the brokers presentation on Tuesday. My property will hit the market on Thursday assuming I will get the dishwasher on time (which I don't believe so).

I called Tuesday (6/23/15) at 4pm to make sure they would deliver on Wednesday as promised. The customer service told me the delivery had been scheduled for Friday. I complained and told them that Monday I talked to a Manager and she assured me it would have been Wednesday at 11am. I also asked to talk to a Manager again - the guy said he was busy and he would have called me back (which never happened). He also said the dispatcher would call me on Wednesday (today) at 7.00 am - it didn't happen - so I went to Albert Lee Appliance got a dishwasher and cancelled the order.

Sears will refund me and it will take 10 days - that is unacceptable and I'm filing a complaint to Better Business Bureau. So far I bought all my kitchen appliances at Sears - I won't do that again. They are not professional, they don't care about customers, they made me waiting for half day at home, the communication stinks. Really NO REASONS to go there again - they are not reliable.

Instead, I heard nothing from Sears even though I contacted them numerous times and was told the lawn mower is in "transit." Finally, on 6/20 Sears called me and told me the lawn mower is repaired and ready for pick up. I told the person that they were not to repair it per my earlier instructions and that I was very dissatisfied with the service and lack of communication. Sears never called with the estimate or received my approval before the repair. I will Never shop at Sears again as this is the second time Sears has shown me they are not reliable.

When I called Sears, the company I write the check to, I was told I had to call the third party vendor to work it out. I was told it is not Sears's responsibility to handle the situation. The individual I spoke to, ** said he was the highest supervisor I could speak to and no one was above him. He was condescending and would do nothing to rectify the situation. When you call Sears corporate headquarters, they route you back to the same number. Sears is absolutely useless and this was the final time we will ever deal with Sears.

Parts weren't delivered in time so I reschedule appointment and two weeks later when Technician arrive to my house he informed me that parts which were ordered by Sears customer service are wrong, that technical bulletin for this problem was issued and that manufacturer change control board after we bought fridge, because original control board was defective, not giving the unit enough time to thaw. Technician order new part which arrived in June 22, but it was the same part which I already have. I spend two days calling Sears going in circles because nobody at their Customer service could figure out why correct part ordered, but wrong part received. Finally I was able to place another order for the part, but it is not available and estimated ship date August 18, 2015. Now I will be without fridge for almost three month if not more. All this trouble for 6-month old top of the line $3000 fridge?

The item clearly states on the website and on the receipt: Home Mattresses, CLOSEOUT - Richton Plush II Queen Mattress Only. Item: 98593, Model: 500199-551. I have spoken to the manager, **, at the Woodbridge location. He was very unhelpful. He said either he could cancel the order or I could contact corporate. I contacted corporate. I was hung up on once. Transferred to the wrong department the second time. I was transferred three more times and then told by ** that there was no supervisor available to help me and that the SKU indeed has a different description than the item listed and I should just cancel the order or get half a box spring.

The agent at WhyNotLeaseIt said that Sears would refund my payment But Sears did not refund my payment. The Sears clerk said she didn't know how to do refunds. She called her supervisor who was not trained to issue refunds. The Sears agent decided to disconnect the computer and my payment was supposed to be stopped but it wasn't. I wrote to Sears Corporate Holdings who was unable to issue my refund. Sears has started taking their customer's money instead of earning it. DO NOT SHOP AT SEARS. They will steal your money like they stole mine.

I told him that was not what I was told it would be and he said he would get back to me shortly. At 1:00 when he hadn't got back to me I started calling Sears to find out what was going on. They gave me the run around until after 5:00 and the repairman never showed up. Their customer service people were avoiding me and told me there was no need to be upset. Well, I disagree. I was very upset. What kind of bait and switch are they running? The appropriate agency needs to look into what Sears is doing.

The repairman showed up on the 13th and worked for about an hour. He told me that it was a stuck contact and he had reset. I told him what had happen with the two power outages but he said that it was good and left. He did not wait to see if was working. I waited several hours and could tell that it had not been fixed. I call Sears Repairs, explained what had happened and was told that they could have a repairman out the 15th. But, when I told them that it was a warranty repair I was transferred to the Warranty department. I was then told that the first time they could have a repairman available was the 20th - which was another week.

On the 20th about 10:30 am Sears Warranty called to tell me that their repairman had called in sick and that I would have to wait till the 25th. NO ONE SHOULD USE THIS PART OF SEARS. IT IS A SCAM. Today I called, tell them I had stop payment on my membership. I was on hold for a 1 hour 56 minutes before I spoke to a person. WHAT A COMPANY.

When they left I realized that they never left me the hose... I called customer service and they said they would credit my account. After a week passed I still had not received a corrected invoice - I did a live chat with their customer service department. Neither credit had been made to my account. The hose credit had been logged in but never credited... The damaged $50 credit wasn't even mentioned. I have better things to do than babysit Sears' customer service dept to make sure they are doing what they promise. They have a major issue with communications and integrity and follow through. At least now I have a copy of my live chat for documentation in case my Visa bill is still incorrect.

So the associate went to ask the manager if they could deliver on one of those days. Guess what? Yep you guessed it - nope it could not be done. Now a side note, we have purchased in the last year and a half a stainless steel stove at almost a $1000, and a mattress at over $1000. This fridge was a little over $2000! So my husband called Sears customer service and got a very nice man named ** who said no problem to have it delivered on a Monday but it would be in 3 wks. As I said our old fridge was working so we had no problem with that. Well today we were to get a call telling us when our delivery time was, well we didn't get one so we called to find out and guess what again? They couldn't deliver it on Monday. It was scheduled for Wed because that's the only day their system would allow!!! Really?!?

So my husband talked to a supervisor (as I was to pissed off to do it without reaching through the phone and hurting someone!) and she even verified that the paperwork said Monday and not Wed but they still would not do it because their system wouldn't let them!! Since when can a company not override a system to make their customer happy?!? Well that would be Sears!!! So we cancelled that order and will be canceling our Sears card and NEVER NEVER EVER SHOP AT SEARS AGAIN!!!!!! So anyone reading this please do yourself a favor and don't even think of going to Sears, you'll only have problems.

We have fans and they ain’t helping. So they said they can give me 100 points to buy an a/c from Sears or Kmart... Sears’ cheapest one was $180.00, Kmart’s cheapest was $160.00 with insurance plan. Went home and took out the big unit and put the little one in its place and covered up the open spaces. No it is not cooling the house down. I call them again and this time I spoke with someone that was very nice and understanding. He explained that there was no reason why this tech did not go to the nearest Sears store and pick up the power cord that it needed. Now we’re On the 21st of June and have no one to help us. I don’t understand what is so hard for them to give us one temporarily until ours gets fixed.. It’s hard ‘cause my grandfather has Alzheimer’s and dementia and gets physically combative... This heat is unbearable... Please help.

So I called today and went through the I can't find that transaction (even though they emailed it to me and I gave them the order number). I asked to speak to a supervisor and he said it was not his department. He could only give me a 888 number... no extension or name to speak to. So I call again, after 25 minutes on the phone, get a nice person, and she tries to help me get her supervisor... talk to him and he said that they can't help me. Even though I purchased the hot tub from them, and they made money from the transaction, they are not held responsible at all if the other company is no longer in business or won't back the warranty. So lesson is... don't count on Sears...they are happy to take your money, but won't stand behind the basis of you giving them the money! I wonder why the company is doing so badly?!! I can send you a copy of the email if you want that proves they had record of it...

The top of the range was shattered when delivered which they (surprisingly) exchanged. But, yet again, delivery failed to show up THREE more times. This has been taking place for almost a month at this point. Delivery, Customer Escalations and the Store Manager at this location would not properly compensate, so everything is now being returned. I will gladly take my business elsewhere and will never support Sears in any way, shape or form again.

To make matters worse, the initial repairman, who did not repair anything, disconnected our dryer and rearranged it to the point that we cannot use it. Follow-up calls to Sears did not resolve any issues. Absolutely no efficient or effective communication system. Sears used to be known for its high quality products and service. No longer. They have lost a customer.

I decided to go back to the store to dispute this issue. I was told by the manager that the sales associate who sold me the oven had been on the floor for only seven days and had "made a mistake." Well, this is not really my problem, is it? I told him I wanted installation like it indicates on my slip. Then, he offered to have it installed for an additional $100.00. Of course, I refused. A deal's a deal.

I told the manager that I wanted to return the oven. A call to the delivery people proved to be fruitless. They wouldn't come to pick it up. They then gave me a number for installation. What happened there was expected: They would install it, sure, but for an additional $200. So, I am left with a microwave in the middle of my kitchen floor. They won't let me return it. They won't install it unless I pay an additional amount. In addition, I paid a haul-away fee of $15.00 for the old one, and, of course, they didn't haul it away. Sears is very inept and I will never do business with them again. I do plan on pursuing this, though. The Better Business Bureau is my next step.

On June 8, 2015, I received a phone call from Sears in NM and they wanted to schedule a date and time for installation of the garage door opener. I explained to them that the Order was to be shipped to and installed in Stafford, VA. The customer service agent stated that they had an incorrect address and I should contact Sears at the number shown on the Confirmation email. I immediately called Sears Online Customer Care Installation at 1-800-349-4358 and after over 30 minutes of being transferred and on hold, I was able to explain my predicament to the representative and was told that they would contact my daughter and arrange an installation time and date. I contacted my daughter and told her to expect a call. She received no phone call.

On June 9, 2015, I received a phone call from Sears indicating that they wanted to install the garage door opener and the representative wanted to know if I had received the garage door opener in NM. Again I explained that the Order was to be shipped and delivered in VA. The representative said she would cancel the order for NM and would arrange for shipping and installation in VA. I was assured that my daughter would be contacted to arrange an installation date and time, as soon as the door opener was delivered.

My daughter called Sears and was told that the Sears representative who had spoken to me had canceled the installation in NM and the installation cost was being credited to my credit card and that they were unable to set up an installation in VA because the door opener had been scheduled in NM and this was a "different district." My daughter requested a supervisor and after being transferred 6 times, she was assured that they were "re-ringing" the order for the correct address for installation in VA and gave her a Sales Check Number with further assurance that she would receive a call within 24 hours to arrange for installation.

On June 10, 2015, the garage door opener was delivered to my daughter in VA. No one called to arrange installation date and time. On June 11, 2015, I received a phone call from Sears indicating they wanted to schedule installation of the door opener and again asked if the door opener had been delivered to NM. I explained AGAIN, that Order ** required installation in VA and that the door opener had already arrived there. They again assured me that someone would call and arrange a time and date with my daughter. My daughter received a call from Sears do say that an installer would call and arrange a time for delivery on June 12. But the installer never called on June 11, 2015.

On June 12, 2015, my daughter called Sears to see if they would be installing the door opener that day, but 45 minutes on the phone, being transferred and on hold, she was disconnected while on hold. Shortly thereafter, she received an email from Sears which states: "Thank you for shopping at Sears.com! I appreciate your washer purchase. We receive your request to cancellation the installation services on your order. Unfortunately when your order processed there was an error and the installer received the billing address information and not the installation address information. Our installer canceled the installation service for your order because the address was wrong."

Aside the grammatical errors, the Order was NOT for the purchase of a washer! More importantly, we did NOT "request to cancellation the installation services on your order ". The only correct information, in the email, is that SEARS made an error when processing the order and provided the billing address information to the installer instead of the installation address.

On June 12, 2015, my daughter forwarded the email to me and I called Sears at 1-800-349-43-4358 (Sears Online Customer Care Service) and 1 hour, 34 minutes and 28 seconds on the telephone (and being transferred at 7 times), I was connected to ** and he processed an new installation order, giving me Confirmation Number. ** assured me that my daughter would be called "before the end of the business day today" to set up the installation. FYI, during my conversation with one of the many representatives, I was told by one of the representatives that I would be given a 10% discount for the inconvenience... but I was transferred before she took any information to process a discount.

At 6:30 pm EST, my daughter called to tell me that she had NOT received a phone call to arrange the installation. I called Sears at 1-888-463-7924 and after 20 minutes of being transferred, I spoke with **, Customer Experience Representative, who explained that there was nothing she could do about arranging installation but that she would call my daughter first thing on June 13, 2015 and put her in touch with an installer. After some prompting, ** indicated she would call my daughter and assure her that an installer would call on June 13. Unfortunately, my daughter was away from her phone and missed ** call. However, ** did not call back that day, nor did she call on June 13.

On June 13, 2015, my daughter called 1-888-463-7924 and was told that someone would call on Monday June 15 to set a time. On June 15, 2015, my daughter received a call to say the installer would be there between 3 pm to 6 pm to install the opener. The installer called back citing a family emergency and cancelled the appointment. She was told the installation would be between 12 pm and 6 pm on June 16, 2015. Later, she received a call to say the installation would be between 8 and 12pm on June 16, 2015.

On June 16, 2015, at 7:45 am, my daughter received a call from the installer cancelling the appointment once again and again citing a family emergency. The installer wanted to set another date and time for installation but noted that the installation was still scheduled for TODAY but would not give an exact time. Expecting that my daughter would just sit around (missing work) and wait for the installer to call or to show up. Later that afternoon, the installed called and left a voice mail cancelling any installation on June 16, indicating the would call to reschedule the installation. It is now June 17, 2015, midday and no one has called to reschedule the installation.

This has been the WORST Customer Service experience my daughter and I have EVER had with any company. And frankly I am surprised as the SEARS name has always been such a reliable corporation as far back as I can remember in my 67 years. But in reading the recent financials for SEARS, I certainly do understand why SEARS has lost 2 billion dollars in revenue in the last quarter ending May 2015. If SEARS management could "streamline" the customer service run around just imagine the savings in personnel costs alone, that would be realized. Giving titles of "Customer Experience Representative", does NOT improve the service if there is no accountability to the customer.

Today I planned on filing a complaint with the Better Business Bureau where SEARS respectfully requested : "Sears Holdings has requested that they be given the opportunity to assist with the resolution of your complaint before filing a formal complaint with the BBB. To contact Sears, please e-mail CustomerRelations@searshc.com for assistance. Sears will address your concerns within 24 business hours. Please understand that you can file a complaint with the BBB now or at any time during this process. It is our hope that Sears Holdings Corporation will resolve this situation for you in an expedient manner."

Now, I respectfully expect that SEARS will see that the garage door opener is installed without FURTHER delay. I respectfully expect a written apology for the inconvenience and time lost from work, by my daughter and myself in our efforts to correct the SEARS error in processing the original order. And lastly, I would respectfully request that at the very least SEARS would provide a full refund for the cost of the garage door opener and its installation... a TOTAL of $ 314.98, as a gesture of goodwill for the inconvenience caused. Your prompt attention and reply to this email is anticipated. It has been 19 hours since I emailed Sears Customer Relations and await a reply within the 24 hours stated, otherwise I will be forced to file a complaint with the Better Business Bureau.

I called the corporate customer service department and upon checking further, the gentleman I spoke to told me that the technician was not sick but had spent 5 hours on what was planned as a 45 minute call and he wouldn't be coming. This guy was very professional and apologized and offered me $65.00 off the service call if I would reschedule which I did. My biggest gripe is first that nobody at Sears Repair thought to call me and let me know the tech wouldn't be coming...and second that the first customer service rep flat out lied to me. I don't generally give my business to liars. If the tech shows up for the next appointment and fixes my problem, I believe I will avoid Sears in the future.

On June 16, 2015 at approximately 9:50 am I received an email notifying me that my appointment was canceled. I did not receive a call within the 24 hours allotted as stated. I didn't even receive a courtesy call the day of. I called the number that was listed in the email only to inform me that the tech who was scheduled to repair my appliance had called off, and that I had to reschedule my appointment to Monday. The agent had never given me a date. The agent also apologized and offered me a gift card, that I would receive via email within 24 hours.