Sears Reviews

When no one showed up to install our opener, we contacted Customer Service and were told our order was auto-cancelled because they do not provide installation in our area. No one called us or offered another solution. On top of that, we were told we could expect a refund within 7-8 business days. When that did not occur, we contacted Customer Service and were told they made a mistake and it never processed so it would take an additional 7-8 business days for our refund. In short, we have called, been transferred to, spoken to, and received lame e-mail replies from numerous customer service reps that have no idea what is going on. No one has been able to help us.

There is zero communication in this company and it is so fragmented that you literally are told to call a different 800 number for every single topic or question. When you ask to speak to a manager, they are never available, probably because they can't keep up with the amount of angry customers. It's a shame because when my parts were my age, they always made their major purchases at Sears but clearly things have changed for the worst. Never again I will I buy anything from this store, even if my life depended on it. Bottom line, there is no customer service at Sears.

I then called them back and after explaining my dissatisfaction, they told me they would send a technician out Monday between 8 and 5. Monday came and went and no technician and no call. I called them back at 6:30 and they told me that the technician had not done any of his appointments for Monday. (That's not my problem and I didn't need to hear this). A supervisor told me the only thing she could do is have the company that will be servicing my equipment, call me. We have taken off work to get this handled, and now we can't take off work, and still have an issue with our garage door opener. This is absolutely the worst customer service I have received from any company. If you don't care, just tell me.

Original Review: June 15, 2015

My husband purchased through Sears.com what he thought was a tablet/laptop. The package never showed up on time for my birthday. When we called they said they would refund the $15.00 shipping fee. 4 days later it arrived. 2 day mail shipping was less than 9.00 on the package itself. We found out it was shipped from a third party, not Sears. No returns accepted just exchanges. My husband had emailed the company Gifts something, with no respond. I emailed them- no response. We spoke to Sears several times. Another representative offered me a $50... credit on my credit card for the issues we were having.

We returned the package return to sender through the post office several days ago. We get a message today. Mind you this started 3rd week in May. No one answers our calls at the company's email or phone number and none of the credits promised ever came through. The post office accepted our return to sender. It is the original package sent to us. When we found out that it wasn't from Sears directly and we read other reviews and seen an example of the product we would be getting we sent the package right back.

Sears has made a HUGE ERROR IN GOING THIS ROUTE. Letting these companies if they are ever legit companies advertise through their website, a website that represents them, the Sears name. I will be leaving Sears after over 30 years. I will be canceling my credit card and I suggest you do too. I don't care how desperate a company is financially. You do not sacrifice your customers to make a few dollars. You don't subject your loyal customers to unprofessional business practices.

I ordered an LG refrigerator from Sears on May 19 2015. They said it would be delivered to me on May 29, 2015. I was notified on May 28. I was told the fridge was not available and that it would be delivered on June 5, 2015. As expected on June 4th I received a confirmation email from Sears as well as two confirmation phone calls confirming my delivery window of 4pm-6pm. I left work early and waited at home for the Sears delivery man to show up 4-6pm. The truck arrive 20 minutes late at 6:20 pm. I showed him the space in the kitchen and then he returned from the delivery truck and said "Your item is not on my truck. I only have two mattresses on the truck." UNBELIEVABLE!!! He said he would have Sears call me, which they NEVER did.

I called Sears myself that night only to be given a stock answer of "we will have the Warehouse Manager call you within 24-48 hours to try and get an earlier delivery date than June 5 (which was the newly decided delivery date)." The Warehouse manager, or anybody from Sears never called me! I called Sears on Monday myself to receive a lot of scripted answers by their inept and inadequate call center employees and supervisors who had NO authority to escalate the situation or explain why this delivery man showed up to my house with an empty truck.

I was PROMISED that they would deliver the LG refrigerator on June 5 or someone would call me to tell me the order had not been fulfilled by LG. I received TWO phone calls confirming the June 12 delivery on June 11 and I took the day off of work as they assigned a delivery window of 12-2pm. By 2:45pm NO fridge. No phone call. NOTHING. I called Sears irate, long story short, demanded to speak to an escalated management team, waited on the phone for over THREE hours and never spoke to a manager. The agent said "the new delivery date is JULY 5!!!" Nobody even asked me if this is OK, I won't even be in town. They have now promised someone will call me, which I don't believe will happen.

When no one showed up by 4:55 called customer service and was informed that truck was near and they would get back to me. Asked to speak to a manager. Manager informed me that she contacted trucking company and that delivery was not going to occur. She was surprised I had not been informed. ** ID ** told me contacted trucking company to get me added on to Sunday delivery and she would contact me when heard back from trucking company. Never heard back from **.

When I called back a couple of hours later and asked to be connected back to ** representative would not. Told me no chance of delivery. Tried to offer me 10% discount coupon. Cancelled my order and will never buy anything as Sears again. Poor products (Kenmore washing machine done after less than 5 years) and horrible customer service. Wasted 2 days of my life that I will never get back waiting for Sears to deliver... No wonder Sears is in trouble... Will never go to Sears again, as they have no respect for their customers.

Sears said they would not repair it but would refund part of the insurance premium -- like having a car accident and having your insurance company say your car should not have been covered, they would not repair it but would refund your premium. I had little recourse except perhaps to sue. A few months later my second furnace stopped working, Sears claimed it was because ice had clogged the exhaust -- this without coming to check -- and that they would not fix the furnace. So while I still had the Sears Warranty I had to get another company to fix the furnace.

When my Warranty was up for renewal after one year I pointed out to a Sears Supervisor the problems I had experienced earlier, and was assured that the warranty program was under "new management" and in addition they now offered what appeared to be reasonable monthly rates for full house coverage. So I subscribed again. 5 months later -- last week -- I had a problem with one central cooling unit. I began calling Sears everyday for 5 days. (888-396-4696) and have so far been unable to get a repair appointment.

The routine is I get a rep who verifies that I have the whole house Sears Warranty, he/she then transfers me to repairs\ schedule an appointment. I then end up waiting on average for 70 minutes, after which someone comes on inquires about my problem and then hangs up. I have also tried to schedule a repair appointment online but I am directed to call a number (800-424-2047)! This also keeps me on hold on average for 52 minutes and then disconnects. This has happened daily for 5 days. How can a company like Sears be allowed to get away with these practices on a continuing basis.

Mind you, I had been rearranging my schedule each time only to go through the same infuriating process. The fifth time, the driver of the truck came to my house only to tell me that he just had the box springs but no mattress. He asked me where I wanted the box springs and I said, "why would I want the box springs with no mattress?" After the fourth cancellation, we asked for a refund and they said it would take 7 - 10 days so, we thought we would wait and see if it would finally get delivered. Big mistake! Do Not Order Anything From Sears! It is completely infuriating!

Unacceptable and almost laughable that they would ask a customer to wait that long after it was a lie and mistake on their part. I am beyond frustrated and will do my best to deter anyone from using Sears repair. TERRIBLE. For such a longstanding company, it is really sad that they cannot run their business better. Clearly they need to hire more service men if you are booked solid that far out.

Called customer service again asking what is going on (BTW my number was unrecognized through the automated service saying no delivery was linked to it). The guy I was speaking to now, says there has been a routing error (can't explain specifically what happened or that means after I asked more than once). At this point I'm very angry yet keeping calm with him. I ask so why I can't get it delivered Saturday when Sears customer service confirmed it to arrive then after my call Thursday night. He couldn't give a real reason just repeated routing error. Closest date after that I could have it delivered was Wednesday 6/17/15.

He so called said he confirmed it and set the time I wanted (like last time, and they lied). Now I have no idea if it will really get delivered this time or if they will just screw with me a second time. Have to wait half a week to see if anything happens. If they mess up again, getting my refund and never shopping with Sears again.

I took it back to Sears where they said it would have to be sent out for repairs. Eleven days later after hearing nothing as to the status of the lawn mower, I called the number on the repair receipt. After a 15-minute wait, I was told to call another number which I did. After another 15-minute wait the customer representative asked how she could help. After I explained that I was checking on my lawn mower, she said "I'm sorry. We seem to be having technical difficulties" AND HUNG UP!!! When I went back to the store the moron manager named ** was more worried another customer might hear me than fixing the problem. I will NEVER buy another thing from Sears. Ever!!!

Then, about two hours later I received an automated phone call trying to confirm delivery to the hybrid address that doesn't even exist. I wasn't given any options to talk to a real person but was referred to a phone number that does not work. I finally found another number and spent another hour getting the runaround. I finally just cancelled my order. I will never order from Sears online again. Too painful!

Some of his chat conversation was hidden. It becomes visible when you send it as an email for records or print it out. There is coding that hides this text then makes it visible after the fact. They hid text that told me I was eligible for a service agreement contract then charged me $222.99 which never appeared in the chat. Every statement in the chat about the agreement was hidden until it was emailed to me. I also noticed an email from Sears thanking me for purchasing a service agreement which I thought was the repair service. Once I opened it and saw the charges I was a little upset. Then I opened the chat and saw all the text for the agreement and the same charges but they never appeared in the live chat.

Seems that Sears is using deceptive and fraudulent practices to sell these agreements. The person working there, **, followed through to get his commission. I contacted my bank, filed a dispute for the charges that night. Today I contacted Sears customer service to clear up the matter. They said they can not cancel until next day until the service call is closed out. I agreed to a service call and paying the technician out of pocket so as not to use the agreement making it binding.

Customer service assured me the contract would be cancelled. I went back to the chat and chatted with another person who assured me the contract would be cancelled next day and charges reversed. I grew up with Sears stores and products. Now my level of trust has just hit rock bottom with them. Seems that they have now joined the business white trash hall of shame. My next move is to send this information to California Sate attorney.

Just a note about these contracts. Most are not necessary when you buy a new product. They have warranties and most will break down within the first year but run for many years after. Why would you buy a service contract on a product that is already covered? Service and warranty contracts are a way to generate income. If products were to break down that often these companies could not afford to sell these contracts. Don't waste your money unless it's deal of the century.

The technician called at 7:45 pm to ask if we even wanted him to come - "yes, we need our washer to work!" That "fix" didn't work so they scheduled to come from 8 am-12 pm a couple of weeks later. When the tech called I was at work so I asked if he could come at 12:30 in which he replied "okay, should I just call your number?" Yes. The technician then turned around and put into the system that I was a no show at home and didn't answer the phone call. Why wouldn't he just tell me that he couldn't come at 12:30? He just flat out lied. And CS didn't even care that the technician lied to us and told us they couldn't come out for another 2 weeks. So you can show up 3 hours late but there is nothing you can do for another 2 weeks? Just replace the lemon washer so that I can move on from talking with you guys, please! I will never purchase through Sears again. There are so many great companies out there who actually care about customer.

NO - we were told our manufacturer's warranty trumps our Master protection plan for a full year. Which means... no new fridge. We have to take our broken fridge back and use that money as a credit towards another outlet fridge. What is the point of buying the master protection plan? If it just means I am needlessly double covered? This is ridiculous.... We are going on 30 days and counting now and I will NEVER buy from sears again.

On top of that when I called last Friday to process a replacement for our fridge I was told by an employee that it would take 48 hours to process and get our money. We woke up the next day realizing the compressor had gone out and my wife called (on Friday) and asked if they could expedite the replacement money so we could get a fridge since the repair person broke the compressor and we had a warm fridge. They said it hadn't been processed until that morning and it wouldn't be until Wednesday that they could have the money ready.

We called today and was on the phone for 2 hours with the only knowledgeable representative we have spoken to. And she said there weren't any notes in the system at all and then told us about how the manufacturer's warranty trumps the Master Protection Plan. My family is coming into town tonight for a full week from out of state and we won't have a fridge. BEYOND FRUSTRATED. This has taken 30 days to get to this point.

It is incredible that they had not respect for me wasting a personal day at work to be available for this appointment. Not to mention the disconnection between their phone service and the technicians.

I phoned Sears and spoke to an inaudible service rep and expressed my dissatisfaction and gave her the opportunity to rectify the problem. I asked her to make sure I got it by the next morning and all would be good. She told me that they were completely booked and I'd have to wait for 2 more days after I already told her I was leaving town. I promptly cancelled my order and she couldn't care any less. I refuse to spend $3,500 on home appliances and be treated like I'm complaining about a pizza. Shortly after I cancelled my order, the contracted delivery company (that doesn't work for Sears) showed up to deliver my appliances.

I understand things happen, but if they were that late getting started, their supervisor should've been on the phone with every customer that morning to let them know there's a delay. Instead I got a phone call after waiting past my 2 hour window telling me there's 3 people ahead of me and they won't be here. Completely unprofessional and unacceptable. Service rep at Sears had every opportunity to work this out. #lostsale #lostcustomer #powerofreviewingproductsandserviceonline

Updated on June 16, 2015: Second time isn't a charm! Well it's me again and it's June 16, 2015 and I still don't have my refrigerator fixed or replaced! 5/22 it stopped working and Sears great warranty services still don't have my problem solved! I've been super patient but you can't be with Sears because they don't care about you! Only care about the $47.99 payment we make to them! I CAN'T GET THE TRUTH OUT OF THEM, ALL THEY DO IS LIE, LIE, LIE, LIE, LIE. People save your money and buy another company's warranty because SEARS KMART IS A DAMN SCAM, I'll keep you posted and maybe I'll have a fridge by Labor Day!

Two weeks ago, the washer starting giving up problems: extended wash cycles, excessive movement of the center tub, washer movement during spin cycle. I called Sears for an appointment and got a service date two days later May 28th, 2015. The technician spent about ten minutes at my house before diagnosing the issue and ordering a long list of parts (pump, tub, drum assembly, etc). He explained that the washer needed to be rebuilt and that the earliest available appointment was June 9th, 2015 (12 days later). The repair receipt provided to me by the technician listed the price of the repair at $1,609.98 ($1,301.98 Parts / $308.00 Labor). The technician assured me that the repair would be covered by the warranty and would not cost me anything. However, as the washer could be repaired, it did not warrant a replacement.

After the technician left, I went through the paperwork. I had to see how much I paid for the washing machine. The original cost was under $800 with another $140 for the contract. There was an additional delivery/removal charge and taxes bringing the total cost to a little over $1,000. After comparing this to the repair cost, something seemed extremely ridiculous about the repair proposal. I decided to call back the Sears Service Center to discuss the intended repair process that was initiated. I spoke with a service person and he conferred with his manager in regards to the necessity of a repair versus a replacement unit. In the end, he informed me that the next steps were at the discretion of the local service center. He promised to contact the service center directly and then call me back. In the end, this call did not come that night, the next day, or at all.

The following day, the parts started to arrive. Six boxes in all taking up space in my laundry room, three large boxes for the tub and drum assembly. Two technicians arrived at my house this morning and spent 2+ hours rebuilding the washer. I discussed what the possible causes of the repair were (too much laundry liquid, using cold water) and how to get rid of buildup in the washer. The technician recommended using Affresh tablets on the washer. I heard the washer running and presumed that everything was working well. The technicians confirmed this and they left my house. I went to the store and picked up some Affresh tablets to run a test cycle on the washer. Almost immediately, I had water running around the washer. However, it was outside of the washer. I quickly turned it off and started mopping up the floor.

I called Sears Customer Service and informed them of the problem. The service person stated that he would send a message to the technician and call me back within half-an-hour. 90 minutes later, I gave the service center a callback. The first service person tried to transfer me to another desk and dropped my call. On my second call, I immediately asked to talk with the supervisor. After waiting 10 minutes, the supervisor was not available, to the service person came back on the line. He informed me that the technician would not be able to come back to my house today and that the earliest was June 15th. After prompting for some further course of action, the service person asked if I would like to wait for the supervisor to be available. I agreed to waiting on hold for another 6 to 7 minutes.

I reiterate the situation with the supervisor and she asked if she could call the local repair center and call me back. I tried repeatedly to get a callback number for her, but she would not provide any way of contacting her except the main 1-800 number. Reluctantly, I agreed to wait for her call. Within 15 minutes, the supervisor returned my call as promised. However, she was not able to give me anything beyond the date that was originally stated June 15th. If an earlier date becomes available, they will try to send someone out. If they need additional parts or another visit is required, then I will just have to wait.

Why is Sears having financial issues? It makes sense to spend $1,600 to repair an $800 washer not counting the shipping charges for the parts. Another visit to follow-up on the first and second, with a possibility of a fourth and etc. If Sears spent as much time servicing the repair contracts as they did trying to get me to renew my contract, I'm sure this would not be an issue. This will be my last large purchase from Sears and my Sears credit card will also be going bye-bye.

Last year I schedule an annual check up for both washer and dryer. I was not home when they came, my daughter was, but she said they only checked the washer, that they did not have an order for the dryer. Now my dryer is having problems and I need to have it working. I called for an appointment today and the first available appointment for our area is in one week's time. This is not acceptable! I need my clothes dried! I could get some other repair person in long before that time! And from the other reviews I am reading, I just hope that they do show up and are able to fix it. I could not keep taking time off to wait for them to really fix my washer. I see a lot of complaints... supposedly they are supposed to give you a new appliance if they can't fix the old one! Maybe we should enforce our rights! They do say on their website "If we can't fix it, we'll replace it. Pick your replacement, get it delivered & re-installed, and keep your protection".

I have always purchased Sears products. In fact my whole house has Sears appliances. After this I will rethink buying anything from Sears. Especially since they charge you top dollar then can't perform. I'm already out over $300.00 plus all the eating out we've had to do. Think twice when using their credit card too. They charge you 22% interest. It's a shame that a company who was rated with great customer service for years can no longer provide that. Maybe they should go out of business.

I also had terrible issues when my vacuum broke under warranty and had to deal with Sears Repair Center. I recommend just buying a new vacuum from another store at this point. They made me send my vacuum to their Repair Center in Chatanooga and their customer service was horrible. Nobody knew anything about my vacuum's repair status and they just didn't want to deal with the issue. Most frustrating is the fact that you will waste so much time with trying to connect with someone who can help you and then figure out that they don't know how to help you or what's going on.

Their repair center gave me a different answer regarding my vacuum's repair status each time I called! I dropped off my vacuum for repair in February and I was barely given credit for my vacuum in June. With the credit given to me I ordered the Dyson and shouldn't have to go through Sears for repairs. I will not shop at Sears ever again after going through such a nightmare of wasting time, dropped calls, and clueless associates. Very Poor Customer Service!

The first supervisor disconnected the call. The second supervisor (** in group **) promised me he had arranged for a Saturday delivery and someone would call to tell us exactly when it would be. No one called. I am now on hold again and have been for an hour because customer service tells me that ** did not, in fact, arrange for a Saturday delivery and it will arrive on Tuesday. So we are back to square one.

Oh, did I mention my other call to another Sears number where the service rep. said he did the best he could do but I couldn't get an earlier appointment? Why do I have to move to the back of the line for repairs when Sears is clearly at fault? I also just shelled out $280 for a service warranty that covers one year only. I did this out of fear the repair would be higher than estimated. My bad.

Bottom Line: If you buy from Sears, hope that nothing goes wrong with it. Sears Customer Service = Very Long Hold Times and very Poor Service. Once you actually do connect with someone, there is a good chance, they cannot help you. Unfortunate. I promise you this, if you buy ANY appliance from Sears and anything goes wrong with that appliance, you too will end up back here creating a login so you can post a similar message. We've all made bad purchases and have had to deal with bad Customer Service. This one tops them all. It's almost as if the folks at Sears are trying to set a new low bar for their customers.

My shipping charge of $10 was refunded, but this is obviously the least of my concern. To have it shipped overnight, the cost was $40. Only having lost the part the Sunday of Memorial Day weekend, this meant having it ship out on Tuesday and not receiving the part until Friday, possibly as late as 5pm. Since I have to hire a plumber to install it and they would be closed by then, I opted for the following Monday to save $30. Sears may have a lower cost for appliances but after my second experience having to deal with part replacement, I would never do business with them again. Given that my water heater is only seven years old, even having to replace a part makes me question their value.

The appointment was for 10 A.M. to 2 P.M. today: Order Number: **, Brand & Product: KENMORE REFRIGERATOR, Service Date: TUESDAY, JUNE 02, 2015, Arrival Window: 10:00 AM - 02:00 PM. As of this writing, no service person has called or arrived. Sears obviously has distilled incompetence to a near perfect level. They sell shoddy products, have shoddy practices in installation, and provide shoddy or no service. Spend your money elsewhere and save the aggravation for something more important in life. Sears is not up to existing in the 21st century and given their track record, probably won't survive.

That day we started calling Sears at 11:15A to be sure installation would be made same-day or at least the next day. ** did not communicate with the installation company or with us. We visited ** - the appliance manager who promised to call us the next morning. That did not happen. Now - after an out of town 6 day vacation and house guests arriving today - we have no washer/dryer. What has happened to Sears? What has happened to Sears? What has happened to Sears?

May 15, phoned contractor, he said he could come either Victoria Day or the Tues (May 18 or 19th). Either was fine. May 20 called contractor who said he had quit Sears, and didn't they call me yet? I called Sears, who after putting me on hold for 10 minutes, said yes, the contractor quit and they would need to get the part from him and then reschedule. Sears will call me back with an appointment date. May 22, called Sears, who put me on hold for several minutes, then said I would be put on an expedited list and be called back within 24-48 hours and they were open on Sat. so they would call back by then.

May 26 I called Sears for a date and she put me on hold for 15 minutes. She then said the part had been returned to warehouse Monday eve and an appointment was being arranged. They would call me back. May 29, I called customer service complaints department to get some answers. He assured me he would resolve the matter. After being put on hold for most of my lunch hour, he says I would get an appointment Tuesday, but a confirmation call would be given Saturday eve or Monday at the latest.

Sat. May 30, I call and they assure all is set for Tuesday. Monday, June 1, Sears calls to say Tuesday is cancelled as they only have 1 of 2 parts, which is news to me that 2 parts were needed. I phoned head office who tells me the ETA for the part is June 23. I want to scream. I may as well be speaking to robots for all the help I am getting. What recourse do I have? Sears is a major joke at this point. I don't know what to do next!

When I hadn't received the call the day before, I called customer service. I provided the order number and it was confirmed that the order was confirmed and set to be delivered the following day. I was advised that I would receive a call later that evening with a 2 hour delivery window for the following day. The rep I spoke with confirmed the delivery address and both of my phone numbers. I did not receive the call the following day, so I called back to determine when the items would be delivered. I was then informed that the item had arrived at the local warehouse "damaged beyond saleable condition" and that the order had been cancelled. I never received a call regarding delivery or the cancellation of my order.

Once I finally got in touch with someone regarding my cancelled order, I immediately requested a full refund. I was advised that my refund would not be processed until the oven was received at the store where the oven had been shipped from in. I have called customer service twice to ask about expediting the refund and am currently awaiting a call from a representative from the store that shipped the oven. If you're looking for a deal, look elsewhere. The $200 you save will not be worth the headache you will have to deal with---if you actually receive the item. Save yourself the time, headache, and hassle and shop elsewhere.

Sears called me up today because they took down the wrong credit card number, the girl was very defensive and couldn't care less about my experience. I told her I had no plans on using their company again, and she was perfectly fine with that. I suppose they don't realize that their jobs actually depend on their store remaining open. It really is no wonder why they are closing so many stores. SEARS is NOT the same company it was back in the 70's. They don't care about their customer's experience anymore.

I called again and they said all that they could do was reschedule and the earliest time would be June 10th. I've called multiple times and demanded a tech come immediately or refund me what I paid for the repairs. They agreed to refund and would start the process. I called again today (June 1st) to check on refund. They told me that they would have to cancel the appointment first. This tells me the last person never filed for refund. My tenants have been without a fridge for a month now and I still don't have a resolution. The call center is in India and the will not connect me with anyone in the USA. The highest ranking person I can get is a Supervisor at the call center. They can't do anything here.

The Customer Service people hear you voice, your displeasure and simply try to sell you their home improvement services, as if! Each service tech who came on 3 occasions were all different and all apparently incompetent (not one tested the equipment to see if it worked before making a quick exit). I have had to be inconvenienced on three days so far and will give them one more chance, so that's four. I will never do business with Sears again for any type of consumer goods. I already wasted a couple of thousand dollars on this piece of junk and quite a few hours of my time. Since I work a very long way from home from 6 am to 2 pm six days a week, each appointment requires me to take an entire day off.

Today, we had an appointment to install new freezer door. My husband took the day off. We received 2 appointment confirmation calls. No one came. When I called, they said the appointment was cancelled. They said - "we don't know who cancelled it, we don't know the code used to cancel it, you have to reschedule." No one had the authority/willingness to reinstate the original appointment. The attitude of the manager was: we can't do anything. 3 months later, still waiting.

I called and rescheduled delivery to 5/29. I called on 5/29 to find out they were only going to deliver the dryer. The washer has to be installed first. I have been promised a smooth installation and was given a confirmation for delivery and will also get a $100 credit. If the order delivery, installation and the products are not perfect shape, I will be canceling the order and going elsewhere. This almost exact situation happened to me 14 years ago. Why can't Sears get this right.

I then called the delivery team, only to wait on hold 20 minutes to speak with a representative who - again - was not able to help me, and then spend an additional 20 minutes to speak with her manager to learn that they will submit my request to upgrade to their processing department (who is apparently not available by telephone) and I "should" hear back from them in 24-48 hours. At this point, I lost my cool and demanded they immediately process as I waited 24-48 hours already only to NOT receive a call from customer service. **, the manager, was helpful and did what he said he would do - so I thank HIM. The processing team representative called me and left a mumbling/barely decipherable message saying her name was ** and neglected to leave a number or extension to reach her at, and I believe she said she was calling from Sears delivery recovery but it sounded like she was half asleep so I can't say for sure.

Upon calling the number (local number from Texas) she called from, I was transferred to a number no longer in service and by automation instructed to call another/different number. This time, it was yet another 800 number where I had the pleasure of waiting on hold for 25 minutes only to be immediately disconnected by the representative when I began speaking, after which I called back and waited on hold for 27 minutes before being connected with the most recent representative who said he could process the exchange, asked for my credit card number and refused to tell me how much he intended to charge to my account.

When I refused to give him my card number without being informed as to how much he was intending to charge me, he responded by saying someone would call me back in another 24-48 hours - so I AGAIN demanded to speak with a manager only to be re-routed to one of the managers I had previously spoken with - ** (who is the only helpful person I have come across through this ordeal), was able to track down **'s contact information and manager's name. ** and her manager, **, will be receiving a call from me tomorrow. All I want is for an exchange for a machine I am not in receipt of to be processed so that I can have a washing machine again! Sears needs to review their customer service training and processes - no wonder their business is going down the drain! There is NO WAY this type of service should be acceptable! I WILL NEVER PURCHASE ANYTHING FROM SEARS AGAIN.

This company has taken money from me and still have not given me the product that I am OWED. The customer service is HORRIBLE, one associate actually had the nerve to ask me if I was lying and others just hung up the phone on me. I will never purchase anything from Sears again. I have vowed to ensure that anyone that I encounter will never purchase from this company as well. If you are smart, you will learn from my mistake and DO NOT BUY FROM THIS COMPANY. They will take your money, don't give you the product, and call you a liar!

I called the 847.286.2500 phone number and scheduled a person to come out on April 20th. He tried to order parts, but there seems to be some discrepancy with Sears and... well, Sears, as he was unable to order the parts needed, and the call was cancelled. He was at my home, though, and I have a receipt from him, and there are notes as to the fact that he was at my home for almost two hours on April 20. At that point, I was loathe to order another service call so that I can get more parts ordered, and have them come out a SIXTH time to put in the parts that needed to be ordered. Apparently, expediency and efficacy are not important to a company such as yours because no one would do that.

I called Monday, April 20 after I spoke to the "imaginary technician" and I chatted with ** around 2 pm. ** was very kind, but not so good at follow through. I asked her to call me back and let me know how we could order parts and then service. She promised me that she would call me back. She did not. On Tuesday, April 21, I called back and chatted with more than one person, in fact, it was four or five people for an hour and a half. **, the final "customer service expert" was the final person I spoke with before I lost my temper. **, refused her ID number, told me on Monday evening (after being tossed around to five other people) that "Ordering service is the final word, as the technicians have parts on the truck."

I told her that was not the case, as I had someone come out on April 20th. ** said that was not true; she said that the service call had been cancelled. I was unsure as to why she would not believe me, as I gave her the Technician's ID number that is on the receipt (**), the Service Order Number (**), the parts that he said we needed (1 Sub Sub unit and 1 Key Unit), and that the Microwave may have a recall on it. ** was under the impression that a phantom technician showed up at my home and made a receipt miraculously appear on my counter. Because I got nowhere with Miss **, I called again on Tuesday afternoon.

** did not believe me that the technician showed up at my home. I asked to speak with her supervisor. She refused my request. I asked for her supervisor's name and ID. She refused to give me the ID number, but the Supervisor's name is **. I asked her again, "Are you refusing to let me speak to your superior?" She wouldn't answer the question. Her ID number is **. She couldn't find the phone number to your establishment, either. She provided me a physical mail address. I found the number on GOOGLE just under the Better Business Bureau's information. I could write them and write Sears.

So I called the 847 number and talked with a young lady by the name of **. I asked to speak with her supervisor, whom she called **. She said he was in a meeting, but that he would call me back by the end of the day San Antonio time or first thing the next morning. No one called me back. At this point, I was not shocked; I was disappointed. I was also beginning to think that Sears and Sears Home Warranty was simply hoping that I would give up and buy a new microwave.

I spoke with a young man named **, ID # **. He was very kind, and I hoped that he would be able to help me. He promised that he would call back. He did not. I called him again, and he said that he was investigating Case # **. I have not heard from him. I have filled out every survey that Sears sends. I even received an email from Sears saying that they would like to help. I left my number, and no one called. I got an email saying that they did, but no one has left a message. As of May 28, 2015, I still do not have a microwave that works. No one is willing to call me back.

Am I missing something here? If I am, can someone please let me know what it is. After chatting online and talking on the phone with more than a few Sears parts reps, not one of them could tell me why I could not order the part. Frustrated and feeling like they were giving me the run around, I finally gave up trying to order the part. Thank you Sears for opening my eyes and showing me what you're really all about. Shoppers beware!

So broken shakes are all under the siding and over the next couple of years, it cost me 5,000 dollars to have the back wall removed and rebuilt. Apparently water rooted away under the vinyl siding and was not even covered by home insurance. I still have the asbestos shingles on the rest of the house. The job for doing the siding should have been about 2 to 3 days. They were out of here in 5 hours. Cost of the job was 11,000 dollars. They never responded to our complaints over the years. I will never buy from Sears ever again. Can't find the bill but Sears must have a record.

That morning they had not shown by 11:15 so I called them. They said the appointment was not until the afternoon even though I had the appointment time on the receipt in front of me. Someone finally showed at 12:30. After this appointment we noticed that the ice maker was still not making ice and now the bottom of our refrigerator was freezing. Once again called for an appointment the guy came and a part had to be ordered. Today, May 26th after months of dealing with technicians and talking to a million people trying to explain my frustrations someone came this morning to fix the ice maker yet again. I only hope it is fixed. I hope no one purchases anything from Sears. They are incompetent and have no clue how to fix anything... This is being as nice as I possibly can.

So let's see, I purchased IN store and the girl who ordered it did so on Sears.com and did NOT inform me that I would A.) not be able to return this item to the store and B.) this item (along with most others on Sears.com) is sold through a 3rd party. The 3rd party that sold this micro through Sears.com is obviously running some sort of scam because all of my paperwork from that 3rd party shows Best Buy as a sender and as a return address. I even went so far as to go into Best Buy and they show this item bought by someone in FL... I am in AZ.

I have contacted Sears.com now 3 different time with NO solution. They cannot seem to get in contact with the seller (shocking) and keep putting me off telling me to give them 2 more days, 2 more days. If Sears.com/Sears is allowing people to sell from their site then THEY should be responsible for returns and exchanges. I have wasted a ridiculous amount of time dealing with this matter. I want a refund so I can purchase a different microwave elsewhere but I am unable to obtain any information as to how to do this. I will NEVER shop Sears or Sears.com again. BEWARE!

Now the repair crew came to fix the washer today. Oh, no, one of the parts have not been delivered. Can't return to fix the machine until next Tuesday afternoon. Holiday weekend I now have two large boxes in my living room. How about just a new washer since the purchase date it so recent? More concerned about your process than customer. Won't be purchasing more merchandise from Sears!!

When our heat/cool, and high bill problems did not change we call again but insisted a different technician come to house. He came and told us that the unit was never installed correctly. He said the unit needs an alternator that was never installed. Took some pictures and, equally said the connection outside was wrong. He shunts the A/C unit down. That was on 4/10/15.

As of today 5/22/2015 we do not have any means to cool our home. We have pleaded with the Sears service department and the corporate office. We paid off the unit a couple of months after we bought it. We bought three years warranty, we have seen a lawyer who asked for $5000.00 fees we cannot afford. We are one income military family. We have moved our autistic son down stairs because of the high temperature of 90-95 degrees in his bedroom. His therapy sessions are done on my kitchen table because we have abandoned upper part of home due to excessive heat. We have pleaded for even a portable unit and they said no. I personally thought that if one should follow the rules in this country nothing like this could happen. Please help.

That was on 4/10/15. As of today 5/22/2015 we do not have any means to cool our home. We have pleaded with the Sears service department and the corporate office. We paid off the unit a couple of months after we bought it. We bought three years warranty. We have seen a lawyer who asked for $5000.00 fees we cannot afford. We are one income military family. We have moved our autistic son down stairs because of the high temperature of 90-95 degrees in his bedroom. His therapy sessions are down on my kitchen table because we have abandoned upper part of home due to excessive heat. We have pleaded for even a portable unit and they said no. I personally thought that if one should follow the rules in this country nothing like this could happen. Please help.

We waited patiently 2 hrs. After the appointment still no tech, but were still being told they're coming 9:30 pm. Still no tech. Called Sears the next day 5/22 all to be told I need to reschedule my appointment and the next open date is 5/28. I am still trying to figure out why??? My appointment was from 1 to 5 not 1-9:30 pm. I really used to have trust for Sears and always tried to buy their products just for a great warranty. My stove hasn't worked in over month. Disappointed customer.

We waited one week for a repair person. He came, installed the part and left. The washer still does not spin. We called the same day the repair person came to have him come back. Oh no, the repairman cannot come back, his repair report has not arrived yet. Call tomorrow and schedule another repair. Damn! By this time, my wife is crying and I am damn mad at Sears. Believe me, I will never buy from Sears again. I will never purchase a maintenance agreement from Sears. I have had it with Sears. Where has their dependable service gone? It is no wonder Sears is going downhill in sales and service. Who wants to go through what we have been through just to repair a washer..

I am waiting now on the last technician to return yet again. I have contacted the local Sears to see if they would be able to try and help by exchanging the refrigerator even if it were a scratch and dent unit. Keep in mind this is a French door stainless unit with ice and water in the door, not just a cheap unit. Needless to say, I am still left walking into the garage to use the refrigerator I purchased at a garage sale. Sears, where are you? Once an iconic name that stood for dependability seems to have lost its way, I hope they find it soon. I hope this exhaustive issue has helped someone deal with their issue or help direct decisions.

I called 3 times this morning to go thru a maze of questions and selections only to be told, "I'm sorry but we are presently closed." Called this evening and finally got mechanical man to tell me, "all reps are currently helping other customers and how important my call was to them." Now folks I know you are not gonna believe this but he told me that 10 times before I finally hung up in disgust, called my local Sears in Beaumont, Texas and the same mechanical man answered the phone but I prevailed and finally was allowed to talk to (gasp) another live human being who listened to me a few minutes while I questioned her about the repair center across the highway from Sears and halfway thru my question she hung up on me. I going to take a WAG and assume that Sears does not repair hydraulic jacks. I would strongly recommend to ALL people reading this, DON'T DO BUSINESS WITH SEARS. Thank you.

Thursday came and went -- no word. I called the store. They said I needed to call their freight company. I call the freight company and leave several voice mails. No callback. Finally I get a call from a different delivery company on Monday night (at nearly 9 pm!), saying they have my range and are scheduling delivery for Tuesday afternoon. So, I again take the day off work. The delivery truck arrives (an hour after their promised window), and start removing my old range and hauling it away. Once that's out on the street, they start unloading my new range, but it's the wrong item. Not even close -- different brand altogether, and not even a gas range!

They check paperwork, seem very confused, and I show them the order in my email to finally convince them that despite having my name on it, what they have is not what I ordered. They call Sears for me, and eventually put me on the phone with the rep. They apologize, and say that since an item has already been shipping they can ONLY offer me a refund. They can't re-ship the correct item. Fine, I'll take the refund and I'll go buy one locally (turns out Home Depot was willing to price-match the Sears Outlet price -- should have gone there to start -- lesson learned!). I get the Home Depot range the next day, and all is good.

Except...A few days later another delivery truck shows up with no notice (again, well past business hours), with the correct range from Sears, despite them telling me they couldn't re-ship, and I would get a refund. I refused the delivery (since I already had one at this point and was already promised a refund), which confused the delivery guys, and they decided to argue with me over.

Turns out -- I talked to a friend who had almost this exact same scenario with Sears -- delivered wrong item, promised a refund, and it took her months to actually get the refund. In short, don't let Sears Outlet's low prices fool you. You DON'T get what you pay for here. You get something entirely different, then broken promises, headaches, and being out thousands of dollars for months.

Contacted customer service on Facebook messenger. They arranged another tech for second opinion. Same thing only left off replacing one part, only $779 to fix, maybe get by w/o replacing dryer. That tech told me in the year and half he has worked for Sears, he has gone on at least a dozen calls where the upright freezer is 1-2 years old and sealed system goes out. Says "Manf's used to warrant compressors for 5 yrs, now only 1 year. Only can get replaced if you buy extended warranty."

Called customer service. For 3rd time I was told, "Well if you bought extended warranty we would help you, but you didn't so there is nothing we will do." Then the Facebook rep from Sears messenger said, "We'll give you 40% off the repair charge." Which means I could still buy a new one for cheaper. Or they will give 15% off if I buy a new one within 2 weeks. A freezer I had before ran for 20 years. I feel they now make junk and you have to pay them every year for extended warranty, which gets more expensive as item ages. Any suggestions? I feel frustrated and taken advantage of. The purchase is under my husband's name, **. Thank you.

He came on the phone and told me I could call a number to get a rental... so I called this number and was told I have to find my own rental place, pick up and install my own rental A/C unit, keep my receipts and they would reimburse me my costs. I explained that I don't know of any place that rents window A/C units and if I did I certainly am unable to install it myself. She then told me they could allow me $50.00 for a fan... I have fans... they don't help when the humidity is 90% and you can't breathe. There was nothing more she could do. So I called the service dept. back and they again told me that there is nothing they can do that the 30th was the soonest they could be here.

I called a local repair man who came out today to look at it. It cannot be fixed, the compressor isn't working and it is leaking oil all over the ground. It would cost less to replace it than it would be to fix it. I called the warranty dept. again, this time to tell them that the air cannot be fixed that I was told it had to be replaced... trying to explain that I cannot go without air... I live alone and have no one to help me, have breathing problems and that is why I bought the extended warranty to avoid this problem to begin with... still cannot have anyone here before May 30th. I have to go almost two weeks without air... I have already missed two days of work trying to get this resolved with no results. I am so upset at this point... I will never buy another thing from sears ever. I don't recommend anyone else to buy from them either and the extended warranty... what a joke that is.

When I called back to tell them I had someone to look at the air conditioner and it could not be fixed and it was leaking oil all over the ground, the lady hung up on me when I was asking her what I was supposed to do. I called Chicago today to explain further up the ladder what my experience had been the past 2 days trying to get my air conditioner fixed. I was told I was given my options, they moved my service day up one day and if I didn't agree I could take my business elsewhere.

I brought the mower in due to it not starting because it had sat in a garage for approximately 1 year without being started (fuel was removed). The mower was only 2 years old and still in warranty period when it was delivered to the Sears store. I requested that someone please break the repair info down so I could understand the severity of the problem and justification behind the cost to fix. Later that afternoon I received a phone call from a wonderful senior tech at the repair facility advising me that his tech that had looked at my mower earlier had made a mistake and the cost would be under $137 and that only a clean fuel line, carburetor, and some lubricant would fix the mower.

On May 20, 2015 (1 month & 7 days later) I contacted Sears Service Repair and was once again told by an operator (you can never contact the service department directly) that my mower was awaiting a technician to be serviced... unbelievable. I am very disillusioned with Sears and its product repair service (888-391-8867), I have dealt with Sears for many years as have most people. My recommendation that anyone that has cause to by a lawn mower or any lawn care machinery to think carefully before spending money with Sears!

Sears does NOTHING to support their customers. I have bought all my major appliances and lawn and garden (snow blower, mowers, etc) from Sears since 1976. I know from the local repair shop that this was a sealed system issue and that it would be costly and time consuming to fix. My cost of repairs have been zero so far. BUT if you include that I lost my food twice, have taken time off from work multiple times, waited one Saturday and had a no show from Sears and have been inconvenienced since April 18 that Sears would do something to help. Their answer is they are NOT OBLIGATED to do anything. This is a Sears Kenmore Elite refrigerator, but is really a LG refrigerator with Kenmore on the door. I WILL NOT BUY EVER AGAIN AND WILL NOT RECOMMEND TO BUY FROM SEARS or a LG refrigerator. It has worked for one week since April 18 and is not expected to be repaired for the second time until May 28.

I was told they would install up to a 17 seer unit ILMFO bull crap lies upon lies. I ask them to add another duct in the living room. Did that happen? NO!!!! 8000.00 bucks worth of garbage, 4 years old and had problems right after the install. Paid twice to have it charged. No typical to have a brand new unit charged twice in two years. Just found out this unit was refurbished and mad as hell!!! Will contact the better business bureau and many more after I get all of my ducks in a row. The last rep I talked to ask if I would like to purchase appliance warranties for a year for 39 bucks a month ILMFAO. When do they find these idiots! No customer service in America anymore.

I will soon order a Trane through a dealer and have someone install it. 2600 square foot home and they install a 2.5 ton. The laugh is on Sears not me. Calculate 500 square foot per ton. Wow should that be a 5 ton? I am not that savvy when it comes to HVAC but not all of us are stupid. I thought I could trust Sears to take care of me and my home... Oh my God. I was wrong...

So, I conferenced AFG & that sincere Sears rep from Arizona. AFG told the Sears rep the same thing they told me last Thursday! I cannot redeem my warranty through AFG, only Sears. She told the Sears rep they needed to read their contracts. So, the Sears rep believed me (shocker I was telling the truth!) So, the Sears rep transferred me to a different department who could help me. That gentleman who answered told me I needed to go through AFG. What?!?! I explained to him the process I just went through. He basically said too bad & he is just following Sears protocol. He told me he could transfer me to a department who can take my complaint, but instead, he hung up on me. (Again, shocker!!!) After another 1 hour, 28 minutes, absolutely nothing accomplished. So, currently, I have an existing 3 years parts warranty, but Sears does not want to honor it. They are just assigning blame to a different company. Worst experience of my life!!!

They are the 'Delivery Customer Care Department' yet they have zero contact with the warehouse. Sounds like a major flaw in Sears' business model. Never would I have imagined that a company that is publicly traded, and has built its name for decades on customer service be so broken. Honestly should the words delivery, and customer care be in the same sentence. I'll let whoever's reading this decide. Meanwhile I will NEVER purchase any major appliance through Sears or their Online store moving forward for the rest of my life and that is a promise. The entire flawed Sears return and money back process has caused me a ridiculous amount of unnecessary stress and anguish. Meanwhile my money that Sears is holding captive for an item that I have never received and have asked to cancel repeatedly is not back in my account. Shame on me for not using my American Express for this order.

We redid the order on May 9th 2015 and was even told that the ring I wanted which was made by Aryan Jewelry could be made to my specifications. I was of course very excited. We got an email confirmation saying that My ring would be delivered on 05/18/2015 which is today. I could barely contain my excitement for the 9 days that it would take for me to receive my ring. This morning I woke up all excited ready to wait for the delivery man when my fiancé got an email saying that our order was cancelled. Why would Sears wait the day off to inform us that the order was cancelled? Because of the bad experience we had the first time we tried to order the ring, my fiancé kept calling customer service to make sure that there wasn't any issues with our order and was assured that everything was fine.

He called customer service this morning and they said there's nothing they can do and they will refund the money to the gift card. What are we going to do with a Sears $1200 gift card? The only reason we purchased the gift cards in the first place is because we were told that is the best option, starting to believe that was Sears' way of sticking it with their gift card and making sure no matter what we have to spend our money at one of their locations. I have never written a complaint about any other businesses before, this is my fist which shows how frustrated, sad and angry I am. My fiancé and I want to start a life together and Sears is making what should be a happy time for us very frustrating. I don't think they should be able to get away with things like this, we're people with feelings.

Let's recap - our system (paid in full at time of purchase) was described to us as having 'full and total coverage' by our seats salesmen. A tiny crack in a PVC elbow that was necessary to the unit isn't covered?! We do not need to pay not only for the part but for the labor and now to replace that section of ceiling that was ruined. When my husband called the warranty protection people, nobody was helpful. He was transferred around to multiple people yet nobody would give an answer whether it would be covered or not. They ended up telling my husband they'd have someone call us back in 48 hours. Nobody has called us back. For loyal Sears customers who they NEVER had to chase for a payment... and we always have the LESS THAN THREE YEAR OLD unit inspected, they certainly don't stand by their products. I'd never give this company my money again.

I have made no less than 4 phone calls since the 2nd week of April and have spent almost 3 hours total trying to find out where my refunds are. I have heard varying explanations and have been told that the order was not initially cancelled since I didn't request it on my own (I did while at Washington Square) and that refunds take 5 business days...No, they take 14 business days.

Oh...here's an email saying, "Your money is refunded," and to take it up with my financial institutions. Well, guess what, friends...my "financial institutions" have not been able to assist as I did make payments. The financial institution has no idea that I have not received the product and has not seen any refund. The people who work in the Sears store were very kind but warned against putting anything on layaway through the Sears.com website due to these very concerns. I am still waiting for a refund so I can buy a freezer. I had wanted it in time for my food preservation, but I cannot afford it until I receive the $285 due me.

When did SEARS stop standing behind their products? This is such obvious corporate greed. Come on people - don't spend your money with a company with so little disregard for its customers. SEARS is no longer the store you grew up with... they are producing crap that they test and remodel in the field at OUR expense.

Four times the thing has been "repaired" - Never once has anything been mentioned about a turntable problem. Sears has a worthless service department and an even worse extended warranty. I called the warranty people and they said they were very sorry but they could not replace my microwave. Just keep returning it if it has a problem. SEARS STINKS. I would not buy anything from them.

That's it. I've had it. I will never buy another product from any company that subcontracts overseas. We need jobs. Ordered the new stove. Called Sears for a refund. Hope I get it. Nobody cared that I cancelled, which surprised me. Never did get to talk to anybody that I could understand. The new local company was happy to accommodate me and I can bake bread this weekend. We have to stop buying from these corporations.

3rd Time's a charm - This guys schedules an appointment for 24 days later. Mind me it's been a month already between my first order and this one. All I asked from him was, if it was that far ahead I needed a call the day before to remind me as no one would be home if they don't let us know. BANG - They show up on that day and NOBODY's home. Great! Now Sears calls me and says I gotta pay for their visit. I called them later to cancel this warranty service. They gave me 2 options, pay the reminder of the contract or pay for what they had "provided" already. I paid for the latter and moved on. There was no one to complain to, no one to take a cancellation reason down, no one to care. Glad it's done and over.

I was told that Sears' computers are incapable of making this type of change. The only way to change my delivery date to an earlier date is to cancel the entire order. When I recreate the order, Sears will then let me get an earlier date. If I decide to change the date again (to an earlier date), I would have to cancel the order again and repeat the entire process. I find this rigmarole beyond belief. Is Sears running on 1960's era computers? Even in the 1960's, computers were capable of changing dates!

I called the service center no less that 5 times. All times I was promised a call back from a supervisor within 24-48 hours. To this day I have never received a call back. I called my bank to dispute. They said I need the original service order email confirmation. Problem is, they never sent me one. I called to request. They stated they can not provide me one AFTER the fact.

I understand these may be private contractors but the Sears reputation is on the line. Poor customer service, no call backs, overcharging customers, not performing the repairs requested, no follow up, and all the while trying to sell me more services for my home. Like I really would trust anything this company would sell me. I will NEVER buy ANYTHING from Sears again. I can't add an order number to this complaint because they refuse to give me one.

I called Sears to tell them what happened. Two people said there was nothing they could do at that time because my information was not completed in the system. I called again and asked for a supervisor. I asked if a person could come out in the morning since I already had gotten the water turned off. She said there were already appts in front of me. I said this is an emergency. She informed me an "emergency" is when a refrigerator breaks and mother's milk is in it. I had another repair person out today who informed me the clamps to the pump were not put back on properly. To be clear, I am not upset with the service person. People make mistakes. I am angry the way Sears handled the problem. I also think Sears should be responsible for fixing the damage to my floor.

First he tells us that the 13 SEER units we were pricing no longer meet minimum standards so we had to go with a 16 SEER minimum unit, then He has to replace our drain, install a new GFI outlet outside. After confirming with 3, YES 3, other HVAC companies I find out this is all a LIE! The replacements did not need to be done and the 13 SEER is still perfectly fine and not obsolete in the last 2 months like Sears told me. The 3 other companies I talked to told me that by going with what Sears told me needed to be done I would be spending over $2,000 more than I needed to. Sears is crooked!! I will never shop there again.

I called back and Sears worker name ** told me that the tech got sick that’s why he did show up, no one from Sears had call me to cancel the appointment and of course ** made another appointment for May 11 from 1 pm to 5 pm. I'm very disappointed with Sears service. I'm customer of Sears for more than 10 years and it is the second time that have to go through several call and hr of on the phone to get the service that I paying for, but I have said that is always one worker that goes the extra mile and help me.

Why should I have to pay for replacement parts that do not fit and, how do I trim the parts? I don't have tools to trim metal, I am a user not a repair person. They refused to fix the problem unless I paid and now I have a refrigerator with 2 unused shelves. I already paid $68 for the parts that are supposed to fit and now they want me to pay an additional $99 (or $79 with the 20% discount). I am going to have to return the parts but that doesn't fix the issue.

Sears doesn't stand behind their products anymore or they would handle this issue. They also gave me the phone number of a Sears Service center to take the parts in to be trimmed free but when I called them no one answered. Also, the center is around 20 miles from my apartment and I would have to pay around $20 for bridge and toll road tolls.

When I saw it in the store, it was exactly the size I needed. At that time I was approached by **, the assistant store manager. I explained the pick up situation and asked if he could add the delivery for me. He said that I would have to go online to do so, that I would have to cancel the current order and place a new order with delivery. That was the only way.

After I returned home, I want online to do what he recommended and the order status was "Picked Up". There was nothing that I could do. This was now Sunday evening. I went online the first thing Monday morning, May 4th and the status was the same. I called the store and explained the situation to Mr. **. I gave him all of the 2 reference #'s he asked for and a number to call me back. He said he would take care of it. Thirty minutes later I receive a call back from someone else saying they needed another # from me, a different phone # because even though I gave them the invoice # and ref # that wasn't enough. I provided my cell phone #. That was two days ago. I still have not heard back from them, the customer service # for Sears always finds a reason to transfer you to some other part of customer service in the phone tree because it is never something that "they" handle.

I used to really love Sears, but every time I try to do business with them, they find a way to assure me that that is not what I want to do. They have the worst customer service. At this point I have called my credit card company to dispute the transaction since I cannot get it credited or return it since I don't have it. That was my last time every patronizing Sears. I'll let them go out of business like they are doing.

March 9, the tech shows up and says needs more than the bolt, he can't fix it, he will order parts and come back. I call later and find out I have two appointments scheduled, one for March 27th and one for April 1st (or 2nd, I don't remember which date that was). I told them, fine, not sure what the appointment is April is for, but I figure I'll let them sort that out after the appointment on the 27th. I work from home that day so I can be there when the tech shows up. Tech never shows. No call, nothing, he just doesn't show up.

I call Sears to find out what happened and they basically had no idea and could not help. But, that's "ok" because I have another appointment in a few days in April. I said "No, I don't. I can't work from home another day because your tech is a no-show today." Earliest Saturday appointment is May 2nd. So, on May 2nd, I wait around all morning and around 11:00, I decide to call Sears and make sure he's coming.

I find out my appointment has been canceled because I needed to call Delivery and Installation for my "Range". My what? I didn't order a Range, I want my snow blower fixed! WTH!? So, tech isn't coming on the 2nd and now, he can't come out until May 30th! So on May 30th, I can try to track this guy down, spend another two hours on the phone getting NO WHERE and pray to God he shows up. Because if he doesn't show up, that's just too bad, you really have no recourse. I've now been without a snow blower from the beginning of February until the end of May. Does that sound reasonable? What can I do about it? Short of a lawsuit, not much and you won't be able to do much about it either when it happens to you.

04/20/2015 - Appointment scheduled. I took off from work. Another no show from Sears. 04/23/2015 - Appointment scheduled. Sears promised a senior technician and that the mechanic that would come would not be the same guy. Same guy came. Dishwasher still does not work. 04/28/2015 - Mechanic came to my house. Said dishwasher was not installed correctly. He didn't pull out the dishwasher to figure out the problem. Dishwasher still does not work. I spent hours on hold with Sears and Sears Home Repairs without success. I will no longer shop at Sears and strongly urge anyone that read this review to do the same.

The "warranty service contract" is a joke! Lies upon lies. I will NEVER be duped into paying for the extended warranty again from Sears. In fact, I will NEVER make a major purchase at Sears again. Their reps lied to us about Service repair for a tractor lawn mower. I was told if I purchased the three year warranty I would receive three years of maintenance for FREE. This entailed a service rep coming to service the tractor yearly for three years, replacing any faulty parts, changing the oil and replacing the filter.

One year after we purchased the tractor, I called to get spring service on it. I was then advised that it would cost me $140.00 to have a service repair man come to my house. I advised that was not what I was told and the customer service rep advised that wasn't the first time she's heard it. She also advised that the service on my gas range would be covered... lol. Just not for tractors... so why the heck did I purchase the warranty coverage if it would cost me $140.00? She stated that they would look over the tractor to make sure it's in good working order... ummm, really? I can get that done at my local repairman's shop for $20.00.

Now, lets discuss the gas range. Since I didn't want to pay the $140.00 for a repair man to come and service my tractor, I advised I also purchased a KitchenAid Gas Range at Sears. She advised that would be covered and scheduled a date for him to come out. The repairman was prompt and kind. I pointed out all the defects of the gas range... he stated that the warranty doesn't cover any of my issues. What? The grill had a tooth that broke off 6 months after having the range and all the front knobs are loose. It is a REALLY crappy product and a sad excuse of a KitchenAid.

The only thing the repair man could offer was advice about sticking a tooth pick in the gas holes if it seems like the burner isn't lighting properly. He did however, after me advising I'll never make another purchase at Sears again, order two out of the four knobs because they all keep falling off. The knobs I received have the exact problem... they fall off because there's nothing to keep it in place in the back of the knob. I still cannot use the back burner because the tooth of the grill is still broken.

I am a VERY unhappy customer. I have never heard of a Warranty that doesn't cover parts and labor, so why the heck offer it??? Why the heck even buy it? Duped, but NEVER again! Paid over $500.00 in warranties that cover NOTHING! No wonder why Sears is going out of business all across the US. Sears is laughable and undependable.

We contacted our salesman, who called the installer, who came over and began ripping the siding off the FRONT of the house. He decided to do this because the rooms without power were on the front. We had to demand that a licensed electrician be called to properly assess the situation (this should have been the first thing done). The electrician came on Monday, interviewed us, called for a second electrician to help him, and using specialized equipment (it took four hours) they finally located the approximate location of the "short" -- it was on the BACK of the house where the installer had run a nail through a feeder wire coming out of the panel.

The electricians informed us that the "only thing they could do to get us back up and running" (quickly, as this was Monday evening) was to splice the wire. To meet code, they would have to put in an externally accessible junction box so they could run a new line from the panel and splice it to the feeder line above where the nail went in. By the time we had power in the entire house, it was three days. We worried the entire time that there might be a serious fire. An ugly box had to be added to the middle of wall where our deck is, to meet code because the contractor put a nail through a wire and shorted out two rooms on the opposite side of the house. The electrician commented that the breaker was no longer working properly and that we should replace all of the breakers (actually suggested the entire panel be replaced with a quote of $2400 but did not explain why). The installer paid the electricians and then he "patched things up" and left.

NOTE: This panel was installed in 1990 along with ALL of the wiring in the entire house. We bought the house from a builder who was rebuilding the home (he purchased from an insurance company following a lightning strike fire that burned the entire house). This entire house had was brought up to current codes and standards. We have NEVER had a single electrical issue.

Because the brown out was still occurring when the A/C would kick on... On Tuesday, we called a licensed electrician to come over to look at our panel. When he opened it up, the a/c kicked on and he saw it arc. He immediately threw the main and called KCP&L to come over and pull the meter so he could put in a new panel. Another entire day with NO power (in the entire house this time), and a costly bill to pay the electrician for a new panel and lots of jumping through hoops to get city approval to get the power turned back on.

My wife and I consider ourselves extremely fortunate that the smoldering in the walls did not advance any further. We, very easily, could have had a major fire (electrical fires seldom come out well we watched our neighbors house burn down ten years ago). How frightening to think of getting everyone out of a burning house (my wife with her disabilities, two Great Danes and a cat) and praying the fire department can save a home and a lifetime of memories.

When the cashier tried to return the items she told me they were not on the receipt. Which in fact, they were. I found out later she had scanned a previous return receipt that was stapled on top of that receipt. After over 20 minutes she told me she couldn't do the exchange! I asked her to call a manager. After 5 calls and another 30 minutes a manager finally came to us. She told him that I was trying to return the items without receipt. I replied that I was trying to exchange the items for the exact same item not return them! She went on to tell him that she couldn't find the items on the receipt so the manager just told me flat out that I could not do the exchange! I had $100 worth of clothing that I could not use! I asked to see the store manager right away.

After being in the store for over an hour I finally spoke to the store manager. I was told that I could return the clothes and purchase them again and pay more money (since they would give me an insanely low price for the return!). Why would I have to pay more money for something I was exchanging for the exact same thing??? I told him I would rather come back and return every item I bought (close to $400 worth) then pay more for an even exchange and he said ok! I took my items and left!

Since we were leaving for vacation in a few days and I needed the clothing for the trip, I drove 45 miles to go to another Sears in Fairfield, CA. I took my items to the register and they too said my items were not on the receipt but instead of treating me badly they did the exchange with no problem at all! Half way through the transaction the cashier realized the mistake with the receipt and redid the transaction. The Clerk was nice, efficient, and treated me with respect.

I will never again do business with the Concord Sears! Nor will I do business with company if this is a company wide policy that it is so difficult for a customer to do an even exchange! I find it extremely bad customer service that it takes 5 calls and half an hour to get a manager to respond to a customer waiting! Unfortunately this wasn't an isolated incident. I was once in that store for 4 hours just trying to pick up a layaway that had been misplaced and ransacked. Any time I have asked for a manager or the sales clerk has needed help (which is a lot) it takes about 20-30 minutes for any manager to respond! Then they usually leave before the transaction is complete or before the clerk knows completely what to do. It's a disgrace to treat customers this way!

When I reached the installation line the following morning, I was given the window and the name and phone number of the installer. All good, right? Sadly, no. I called the installer near the end of our window to check in, and was informed that they don't install water heaters and they are in Houston, TX (I live in Virginia). Several more calls to the installation line did not yield an apology or explanation, only the unwelcome news that we would have to wait three more days to get hot water in our home.

I asked to speak to a manager/supervisor and was told the only person I could speak to was the woman who answered the phone. I asked if Sears could offer a discount on delivery or installation to make up for their failures in communication and installing the appliance as agreed and got a vague "yeah maybe," but she told me I had to wait until after the appliance was installed and couldn't tell me who I'd contact to ask for compensation. I grew up thinking of Sears as the most reliable of brands, but I will never order an appliance from them again. My trust in the information they give and commitments they make has been shattered. There are clearly some major communication problems in their customer service and installation departments.

This is ridiculous! How long does Sears think we can go without a working refrigerator? By the way, the above mentioned refrigerator is less than 5 years old. It was supposed to be top of the line, and we paid a lot of money for it. So much for quality any more. I promise that I will NEVER buy another product from Sears. It is obvious to me that they could care less about their customers.

I called Sears about the invoice and to no avail did would they fix the bill. Not only would they not fix the bill, the bill does not even give a breakdown of what was done, which would include parts and labor explanation. They have failed to honor the price that was given to me and have clearly taken advantage of the situation by charging me a price that they don't charge anyone else. I have filed a complaint with the Better Business Bureau for their failure to honor pricing.

I spoke to ** who stated they were in stock at a different store which was equally as close. Since I paid for delivery and install... their system cancelled the order instead of rerouting it. She said I would need to pick up the softener and bring it home for the install. I told her this was unacceptable. I had ordered it with delivery. They needed to deliver it. She said they couldn't, even though the Bloomington store is closer than the one they ordered it from. My other option was to order it from the Bloomington store and pay $80 for the shipping. I asked if this could be discounted since I had paid for delivery and install. She said no. It was a promo and I didn't pay for delivery but she could give me 10% off. 10% off doesn't even cover the new $80 fee to ship the item... I asked to speak to a supervisor... she transferred me to the main 1-800 teleprompt...

Then I decided to try again. I had an online chat with ** who said it was a routing issue. In my chat with **, they asked me to reorder the unit, even though I hadn't been refunded for the first one. ** promised to watch the order and make sure it was not cancelled. ** confirmed delivery and install on 4/24. ** checked with the store in Bloomington and this was available and an option. I questioned ** since I was told this the night prior. ** GUARANTEED my order would come, there were 12 in stock. I replaced the order. Paid another 600. 3 hours later... I got a cancellation. I was furious.

I called again and talked to ** who asked me to order it again... no? I already am out 1200 and have not been refunded any money and have no softener. He was not helpful and I was angry. I hung up. I opened a chat with **... who offered to order another one and guaranteed it would not be cancelled... no way. I asked ** to call me... he could not. I asked for a supervisors phone to call... he gave me the 800 number to the switchboard teleprompt... this was not a live line. He transferred the chat to floor supervisor **... who actually never responded to me.

I called the store... spoke to **. They have 15 in stock. He sent an email to corp and asked his manager ** to call me in the AM and resolve the issue. I have yet to receive a call, I have yet to get a resolution and I am still out 1200. This is a ** show. Talked to **. Apparently no one knows their head from their behind here... terrible. I will say ** was nice and understanding but she passed the issue off to ** who could not deliver on said agreement. Worked primarily with **, however tried to speak to **... who apparently never works and is her boss... or he just can't deal with customer issues. Ah... don't we all hate the manager that hides behind his employees when something goes wrong?

So I called the Ridgedale store and ordered the softener again and was guaranteed delivery and install on 4/24 in the afternoon. Nothing ever showed up. Was charged 3 times for delivery and install. Total was $602... was charged that amount 3 times. Totaling over $1800. Then almost 4 days later, it was never announced to me I needed a permit. They called me back and told me I needed a permit which was $85 for the install permit. Paid that... then I was told my install was going to cost more than 209 that I already paid. I asked how much it would cost. They had no idea. I don't understand why they say it will cost one thing and then tell you it's actually going to be more than that...

Nowhere on the order does it say that it "replacement" install. Since I don't currently have a softener... they could not give me an estimate of what plumbing would cost... ok so we keep going with this order. The initial order was on 4/17 with deliver and install for 4/24. Order one cancelled and reorder was placed. Order 2 cancelled and reorder placed then order 3 was placed on 4/22. I need to know if they were still installing it Friday because I had to take PTO which I have 3 weeks total. That's not a lot.

Was promised it would deliver and install on Friday by multiple people. At 2 pm I had not heard anything so I called **... she told me she would call the plumber to find out what was going on. She called me back and said he was at a job and would be coming still that evening and I should get a call in shortly. That call never came... softener never came and I am actually still awaiting that call as of 4/28... 4 days PAST my guaranteed date. Lack of follow through, lack on delivery, lack on customer service. I could write more but the experience has much more to it but the truth is... they just don't care. They won't give 2 hoots about a bad rating. So I'll conserve my energy... don't get anything here. I am cancelling my order.

As my daughter and I went upstairs the salesman rudely told me that the doors upstairs were locked. I told him that I would ask someone to open them. He said nothing. After I went up I saw other customers finishing up a purchase. I thought that was a good sign and they would let me out. The cashier was extremely rude and told me that they would not open the doors. I told her that I would like to speak to the manager. She got the manager on the phone. After she hung up she flatly told me they would not open the door. I told her I wanted to speak to the manager. She got back on the phone and the manager eventually came up. OMG, SLEAZY- She was covered in tattoos, had black teeth and gross black makeup. I told her that I was looking at appliances. She said that doesn't matter and that was the policy. I told her that this could be a safety issue. And that I would contact corporate to voice my concerns.

She went on to say that one of the staff had told me not to go upstairs and that it was locked. I told her I wasn't going to fight about it and walked away. After I went downstairs I told the salesman that he did not tell me to avoid going upstairs and he should have warned me that they would not open the doors. I went on to say that I would not be buying anything from him. We could spend up to $2000 on a fridge, but I would spend it somewhere else, somewhere where I don't feel like the entire store is against me. I cursed at the staff on my way out. I said something like "this is the rudest ** store I've ever seen." I admit that was not the right thing for me to do. I couldn't believe I was so frustrated that I would do that.

I feel bad that my daughter was with me, and I am sorry for that. (I guess that I shouldn't admit to that). So we finally found our way out. They didn't even let us out into the mall. I had to walk with my daughter a half of a mile around the outside of the mall. We had to climb stairs, which isn't good for my hip. I will never shop here again. If this was such a bad part of town, you would think that the manager would at least have the decency to have the customer, CUSTOMER escorted out by security to the parking lot. Again, I will never shop here again.

I being a diligent business woman continued to make calls to your call center with no resolve leaving me irritated beyond belief. I simply asked one of two thing to happen which I felt were reasonable request as a consumer. One, simply replace the couch. The reps response was this: "Take it back apart and place it back in the box and we will pick it up", with no ETA on when another one will come. Here's the problem with this response - I donated my previous couch and will have NOTHING to have my guests sit on when they come over. Second, we threw away the boxes that night after taking them out of the boxes, not realizing I would get a couch of such caliber, and third, after three hours of putting it together, I was not going to invest that much time taking it apart. I felt that would have been sufficient enough, was I wrong.

The rep then stated she would escalate it! Problem number two. I am aware of the processes of a call center. I myself used to manage one. I am well aware of the cost saved through outsourcing, great cost saving for a large company, however a staff that is lackluster or unaware of resolving issues of what it means to escalate and here's the keynote...resolve the issue will cost more in the loss of customers as well as inventory. When you escalate you are moving it up top what we called a level two tech, no problem as long as my couch is repaired right? Wrong.

At this point I get the standard allow 48-72 hours for resolve, again nothing. This escalated process however has offered me a twenty five percent discount, however when I asked an upholstery guy to come repair my couch, the cost is a little over 300.00. In fact it is 325.13, much more that the twenty five percent offered, this would only cover the tax and shipping! At this point I am ready to go to the media with not being able to resolve this matter efficiently. I ask them to get the couch a week ago, and again was offered the standard wait time for a date that they may pick it up. Again NO calls no courteous etiquette which is provided in the field of "customer service". The complete lack of diligent through this department has me blown away as a professional, I could only imagine how the average consumer would feel.

I am now writing you as the corporate headquarters to get this issue resolved, especially since I have already paid off my credit card for the cost of the couch. Either a new one with one in its spot replaced so I and my guests have something to sit on versus going to purchase another one without guarantee that this will be resolved. Or a sufficient discount which will allow me to get it repaired myself through an upholstery company, which will allow me not to have to prop my couch against a wall for support and telling my guest "please be careful when leaning back"! I was absolutely amazed by how many consumers have complained and received no resolve through this department you all outsource. I would greatly appreciate a call or email with a happy medium for you, the business as well as myself, the consumer.

I felt that this problem was surely going to happen again. I thought they probably put in a plastic part somewhere on purpose that melts so that the consumer would continually have to have the motors fixed. I believe make them to break down. I am thanking my lucky stars that I bought the extra year because lo and behold, just this month I had the same exact problem. The refrigerator stopped cooling, I lost my whole Easter dinner (gumbo, ham, mac and cheese, everything). I felt comfort knowing that at least this time, my groceries would be covered. Yes, they were covered but not for the full amount for $250.

I am ENRAGED, is they have now told me that I can't collect on another food loss if it breaks down again within the next 12 months. Go figure? I am sure it will, it is how it is manufactured? I have all receipts of each and every transaction. The service rep told me I should expect this because phones also break down every two years. Well, I am not from this generation. I am from the generation where there was integrity of production. I am young enough to type this but so infuriated that an elderly person may not be able to handle and fight against such shoddy business practices. I don't want the refrigerator anymore. There should be a lemon law against appliances from Sears.

This dishwasher cost over $900. I was told it was top of the line. Kenmore Elite. The pump just went out again and the seal fell off and the kitchen flooded. AGAIN!!! I HAVE A 91 YEAR OLD MOM, AND 2 OTHER DISABLED PEOPLE LIVING HERE. AND NO DISHWASHER AND SEARS WON'T FIX IT!!! THESE ARE ALL THE SAME REPAIRS IT REQUIRED YEAR 1. Broken door seal, broken plastic wheels, broken pump, broken motor. I am going to contact the Better Business Bureau and the Attorney General State of Washington. Because I have called Sears over and over. I have never paid so much to be treated so badly. I have 2 homes and a rental. I have always bought Sears appliances. Never again.

I asked for a supervisor and was on hold for 10 mins before line went dead. I called back and told the rep I was waiting for a supervisor and got disconnected, she put me on hold for 28 mins and I finally spoke to a supervisor. I told him I shouldn't have to wait for days to get this issue resolved and he did schedule someone for tomorrow. I'm hoping it gets resolved but this has been a very frustrating process because of this particular repair service. I can't help but think at the end I'm going to be left with a rusting washer since the water is running straight down the metal back.

When I told him the gaskets were already ordered, that is the reason for him coming to our home, he said that he had no knowledge of the gaskets being ordered, he was only here to do a diagnostic on the refrigerator. He said that he order the gaskets and our next available appointment would be April 20th! So, on April 20th the same repair technician (ID# **) came to our home. When he shows up he's asking me "Where's the gasket?" To my complete astonishment I had no idea why he would think I would have the gasket!!! He explained to me then that when the parts are ordered they are shipped directly to the homeowners address. That would have been good to know the first time he came to our home!

The service technician (ID# **) was very rude and disrespectful as to why we did not call in to customer service to let them know that the part (gasket) had not arrived and that would have saved him a trip out to our home!! REALLY???!!! After he made some phone calls to find out where the part was located, he found out that the part was never shipped in the first place! So now he has ordered the part again and placed for "emergency shipment" BUT here's the kicker... My next available appointment will be May 6th!! As the service technician and I are talking about the repair, he states again that I should have called into customer service to let them know that the gasket did not arrive, that it could have saved him a trip and that my appointment could have been earlier than May 6th but since that didn't happen, the next available appointment would not be until then.

I asked for his name because I thought he was very unprofessional and rude, he would not give me his name as he kept saying "My tech ID# will be on your receipt". I called the number on my receipt (800-4MY-HOME) to see if I could get anyone out here sooner to our home for the repair and to see if the part had actually been ordered and shipped this time. I also told the nice lady on the phone about my unprofessional service technician and she made the suggestion to call the "Customer Solutions" department and they would be "more than happy to help me"!!! Are you kidding me???

I called the wonderful (being sarcastic) "Customer Solutions" department the very next day, explained the events that had occurred and my dealing with the service technician. My "case manager" was ** (ID# **) who unbelievably was also rude!!! When I asked him "What company am I calling", he stated "You know what company you are calling"! As I explained to him my confusion as to whether I didn't know if I was calling A&E (which is the service repair company for Sears) or if I was calling Sears directly, he continued and repeated his stated "You know what company you are calling?" 4 different times. I asked if I could speak to his supervisor and of course I was not allowed to or would not connect me to someone else, "That is not the way the process works ma'am". Needless to say, I did not get anywhere.

What I would like to know is what happened to customer service? There is a reason why Sears is closing their doors. This shows proof of why!!! As I read the other complaints (which I wish I would have read before my purchase), I know that I am not the only one who has had problems with this company. As for me and my family, we will never purchase another item from Sears ever again! I will definitely spread the word, I will email every consumer complaint department I can find, I will continue this effort and make sure that not another consumer every buys from Sears and their doors keep shutting! There are better companies out there to buy appliances from, better customer service and better repair companies to work with!

I called the store to inquire how do I get my fridge today or Saturday for sure. The "supervisor" cancelled the order and entered a new one guaranteed for next day, Saturday... Then the delivery co. calls me to yell at me for canceling my order and when I explain I am told that was the wrong thing to do, supervisor made a mistake etc etc... But I'm told fridge to arrive on Sat...

Sat am they confirm me for an am delivery but refuse to give a time or where on the delivery list I am-- tell me to wait for the call they're on their way. Moments later the truck is at my driveway - whoops neither driver has a working phone so they're not calling. Delivery men themselves are fine and set up the fridge. I thought all was well. I contact the store to be sure I was charged for just 1 fridge and more headaches - nobody knows what was done, passed from supervisor to floor salesman and no one wants to help, just pass the message. Finally the salesgirl cancels out all the prior incorrect orders (which had extra charges added in) and all should be well....

I get an email reply to one of my customer service complaints offering a credit for my troubles, then when I attempt to accept I get new emails stating they cannot offer a credit, then I get emails stating they have refunded me the cost of the fridge instead of charging me. I still need to spend more time going through my statements to analyze all the Sears charges billed, debited, rebelled, etc to find out what they finally charged me and get that corrected. Never did see any of the "credit" for my troubles as they've offered.

I will never, ever buy anything from Sears - how are they even in business??? I've asked for an address to direct a consumer complaint and they refuse to provide it ("there's no mailing address, you can only email me"). Talk about a company that could not care less about customers!!!! Stay away, shop at Home Depot or Lowes - where I've bought my last couple major appliances and everything went as smooth as can be.

They came and advised me that they couldn't take away my old appliances like I paid for because I need a plumber to stand by to unhook the gas from the dryer so that they could put the washer and dryer in place, and that I needed a right side vent on my dryer which was never ordered. I told them that the last time the delivery was here, they did not advise me that a plumber was needed for stand by, and that the right side vent was ordered which they told me they see no such order. Myself and my family have been inconvenienced and time and money wasted going back and forth to the laundry. The representatives are very rude and this one even hung up on me once. I don't believe that me as the consumer should be treated in this way especially when I pay my money for a service.

As of today the parts that were ordered to fix my machine are still here and no one has come to pick them up as of yet. They are outside as we were told to put them there, and they are an eyesore besides being in the way. I have had dealing with Sears for many years and the way of practice has change drastically. It's really shameful that this company has been around many years and treat their customers in this fashion.

At this time getting a couple different answers to how much more I was to spend I have lost all confidence in Sears. It seems a clear Bait and Switch tactic to me. Really SEARS? A long time customer of over 40 years has been scammed by you? Why are you telling customers over the phone "Everything is included, oven, delivery and install." Then tag on additional charges to an elderly woman of 82 years old. I have lost all faith in this company. Please do not shop here, they are crooks nowadays!

I called them up to inquire what the hell was going on…and it was the same thing. Nobody could give me a straight answer. (Still on the floor.) One person told me they wouldn't have an answer for me until Monday because they couldn't reach the warehouse. I went ahead and cancelled the order with 1-800-MY-SEARS and after all I went through I was told that my refund would take up to a week. It took Sears two days to take my money out of my account but seven to put it back? (Still on the floor.) So after all of that; I still have to wait for them to refund me before I'm able to purchase a bed. (Still on the floor.)

This is the worst service I've ever experienced in my entire life. I would not recommend Sears to my worst enemy! If they knew the bed was out of stock or on back order they should have told me when I made the purchase. They should have given me the opportunity to decide if I wanted to wait or take my business elsewhere. Tricking customers into making purchases and then have them wait over a month with no information is highly unacceptable. When I called to cancel the order; they still did not have an explanation as to why it was taking so long. They should be ashamed. This issue was handled very poorly and I would never ever do business with Sears again!

I called the outlet, explained the situation and they would have someone come pick it up and deliver a new fridge. I would pick out a new one, and I stress NEW this time. They would not offer a discount, and told me "It's a great deal, it's new for half the price!" I ended up paying $400 more than the first one just to get a fridge that would actually work. This was at the Farmers Branch, Tx location.

I also ordered a bed and couch from Sears online to be delivered. I had just moved into a new place and wanted new furniture. It would be 2 weeks before it would be delivered. I bought an air mattress to sleep on and sit on while we waited. I got a call a day before intended delivery to notify me it would be another week before delivery would be made. I called several days later to request a partial refund on the items due to the repeated bad experiences I have had. I was granted a 15% bill credit back on the couch and bed, but after 2 weeks I discovered that a bill credit had not been applied for the couch. I called and got that settled. Every week for 4 weeks I had to call customer service and get an answer. If I didn't call the right place, I was directed elsewhere. Example, I had to contact Sears, not Sears Credit Card for the billing credit. Sears Outlet for the exchange.

I bought all of my kitchen appliances from Sears recently and I got a call after spending 2 nights removing my old appliances so they were ready for pick up, they stated that the delivery truck broke down and that my appliances would have to be delivered the following week. I told them that would not work for me as I didn't have any appliances and they finally agreed to a Saturday delivery. I had a family holiday dinner coming up and I needed my appliances and I had hired someone to install my appliances for me and he was already there. The call came in a half hour after their delivery window. When I got my appliances 4 days later we found the dishwasher was dented after they left, so I requested a new one be sent and they sent me a stainless steel dishwasher when my order was for slate. Then I had to find all of the #'s for the wrong one and the right one.

They were not able to look them up for me, the next one came with missing parts for the installation. In the end it took me over a month to get the right dishwasher. I have since purchased a washing machine and they called me at 6:15 AM to tell me that the base was dented and wanted to know if I wanted to wait for the washer and base to be delivered the following week - which I was not ok with. I paid for delivery and haul away of the old washer and the guy informed me that he could not take it up the stairs and that he needed access to my other exit which had a couch in front of it and for liability reasons he could not help me move the couch.

The delivery guy talked non stop about how if they damage anything they will be charged for it. They did not take the broken washer but left it in my family room until the following week. I ended up moving it outside with my daughter and a dolly so that I didn't have to listen to any more of his BS. On top of all of that the salesman that I worked with was obnoxious. Yes that you **, at the coon rapids riverdale location. He said that I couldn't get the free delivery or 5% off for using my sears card and that didn't seem right to me so I went back to the store and spent another hour of my time asking the next salesman to help explain to me why that was - and he had no answers. I was thankful for all of his help and in the end I got the delivery refunded. The salesman ** also told me that no hoses come with the machine, so I paid for steel hoses and in the end the washer come with regular rubber hoses.

I don't know why everything has to be so complicated with their company. Their "shop your way program" is another story as well. I asked the salesman if I had to do anything with the email that I received for $50 in surprise points and he said he would make sure I got them for my purchase but I did not get them. Turns out you need to load them to your account in order for them to be processed but even when I called "shop your way" they advised me that the sales people don't know how the program works - yet somehow I should have???? I am done with Sears - if I knew I could get my money back I would return everything I bought from them - never going back again and will be closing my credit cards with them.

So we think that is wonderful service. Your grill will be shipped and a repairman will come and put it together and take old grill back. We made those appointments. Guess what, NO GRILL was delivered. We call again. Sears said, "no we canceled this order because of rust from pictures." We told them there was no pictures taken and this is not rust but HEAT SEPARATION! The wrong metal is being used in these grills. So Sears said they will send a repairmen out to look at it again. We wait again. The repairman calls and said, "have the parts been delivered?" We don't have a clue what he is talking about. There are no parts. So he said he has to call Sears.

After waiting for this third visit and MULTIPLE calls to Sears on this matter that lasted over a span of almost 3 months, guess what, we are not getting nothing but a tore up grill that the repairman left after his second visit and will not work. And a warranty that is not worth nothing but our hard earn money. So save yourself the money and DO NOT BUY FROM SEARS! Also do not buy that stupid Sears Protection Agreement! We learned the hard way! Will never buy again from Sears!

At 8:30 am, I made a phone call to Sears delivery and spoke with a representative who told me that my order was not going to be delivered today, but could not give me an explanation as to why. I asked to speak with a manager, at which time I was transferred to **. ** informed me that the delivery date on the refrigerator was scheduled for 4/14/2035 and that there was nothing he can do about it; he would have to call the local Sears store and have them change the sales check. He put me on hold only to return and tell me that the store was not open yet. He took my contact phone number and said he would call me back as soon as he was able to reach the store. He never called the store and never called me back.

2:30 pm, I again called customer service to get an update on ** call to the store to reschedule my delivery. They had no record or notes of my phone call with ** and proceeded to tell me that I needed to call the local Sears store and have e them fix the sales check. I asked the customer service woman NOT to transfer me to the store, which I would wait on hold (yet again) for her to contact the store and try to resolve to issue. After holding for several minutes, I was transferred (blindly) into the local Sears. I then spoke with Hunter, the original young man who sold me the fridge. He spoke with delivery and set a new delivery date of 4/16/2015.

4/16/2015 - 9:00 am I called Sears delivery to confirm my delivery time for today, only to be told by CSR ** that there were no orders for delivery on item for today, that the delivery date was STILL scheduled for 4/14/2035. I asked to speak with a supervisor, where I was ONCE AGAIN transferred over to **. All ** could say was “I am sorry” when asked why he did not follow through when I spoke to him on 4/14. And yet again I was told that he would have to call the local store and set up a delivery date, which to him was now an additional 3 days out, 4/19/2015, once again, leaving me and my family in a hardship without a refrigerator.

How is this acceptable in any way? Yet, all anyone can do is say “Oh, I am sorry” and do nothing to rectify the situation. My plans to replace our home windows, floors and other major home appliance (double range oven, cooktop, range, microwave drawer, etc.) have now changed. I will not put myself through the hours of agony dealing with the incompetency of the people running your customer “care” department. And for those that I blog with, with recommendations of home repair, I will be sure to save them the hassle of dealing with Sears’ customer service as well. This whole experience has been a living nightmare, and one that no paying customer should ever have to live.

UPDATED ON 05/01/2015: Technician came on Apr Friday 24/15. He said he repaired the machine, but when he turns the machine on but it didn't work & then he said it's something else. He needs to order more parts. Since then we didn't heard anything from Sears. I called them on Saturday 25/15 they said they don't know anything yet they told me that supervisor will call me on Tuesday 28/15. But still nobody called me yet?? Don't forget my machine is down since first week of March.

The Vacuum is in the original box, new, hardly used, and I am not asking for nothing impossible. I am only asking for my money back. They told me that because I bought the protection plan I can get a gift card, and for me to get a gift card does not solve anything because I just want my money back. I dont want to keep buying things from SEARS if they are not going to be responsible for what they are selling. I call the customer service number 1800-549-4505 and the person could not do anything about it only to send an email to the store manager and ask them to make the decision. Sears has a bad customer service.

Several weeks later, I attempted to contact Sears again. This time I got through to the technical department and was told that it was normal for the opener to sometimes stop working in either cold or hot weather. I would have to pay for someone to fix it and it may very well happen again when the weather changes. HUH???? This can't possibly be right! I don't want to pay for a service call and get that kind of information. Also, the reason I got a new garage door opener was due to a power surge that fried it. Prior to that I never had an issue with my Craftsman opener, despite the weather. I wanted another opinion and was transferred to another department. The department line was busy. I left my name and number (2 times) and told them previously I did not get a return call. And guess what...no one called me back. Sears, this is not up to your standards. Can you resolve this?

So we patiently waited for 2 weeks, I took 1/2 day off work to be home and then on Jan 6th, the technician showed up about 2 hours later than the window, and told me right away that the part shipped was wrong. So he ordered another part and asked me to call for another appointment (Why he couldn't set it up I don't know). I called for another appointment and again the first one available was 2 weeks later!!! I explained that we had already waited for more than 2 weeks and it was Sears' fault for not sending the right device, but that didn't matter... So we waited another 2 weeks and I took another 1/2 day off work to wait for the technician. About an hour after the window they gave me, I called and inquired what's happening because I had to go to work. They told me that he is a bit delayed but coming.

I called an hour later and they put me on hold, then told me that the technician is "sick" and will not be coming. I asked why they didn't send someone else then and they said they didn't have anybody else and told me to schedule another appointment... 2 WEEKS LATER AT THE EARLIEST!!! I tried to speak to several managers and customer solutions department. The fact that they had already screwed up several times didn't seem to matter at all, none of them tried to find a solution beside the usual "sorry for the inconvenience". So I ended up calling the manufacturer which was more efficient repairing the machine. Bottom line is the level of service is so poor that it's akin to fraud and a waste of your money.

I set up a repair appointment and the man arrived to have a look (3/26/2015). He opened up the outer case and did not see anything obvious. He took it apart as far as he could (not much he could really take apart outside on my sidewalk). This was now days later so the plastic smell had dissipated. He ran the unit outside for about 10 minutes (on a cold day) and nothing happened. This hardly recreated the conditions of the unit running 24/7 in my warm house, but who am I to question it.

He called to Texas and spoke with someone and they advised him to have me call the customer resolution number (he gave a card to me with the number circled). He closed the unit back up and made his notes (Unable to verify at this time. Called STAC, was advised to have customer call resolution). I did call and was told to call customer solutions. So now, after a few calls and some back and forth, I was finally able to open a case with someone (the issue was his notes. They are vague to say the least and he told me to my face that he would not take on the responsibility of telling me it was ok to use the unit). So finally after more calls, I was told I needed to choose a similar replacement since mine was no longer in production and I was assured I would be taken care of, somehow, even though I had ordered this online and picked it up in person. I said I would get back to them when I chose a unit.

I did call today (4/11/2015) and was advised that I should have never been told to call the customer solutions number in the first place because they cannot help me. They deal with "deliverable items" and mine is "shippable". I was referred back to another number. I have made several calls today and I wasted a total of 69 minutes on the phone today alone. I was cut off not long after a rep verified my long story. He told me that the unit would most likely NOT be replaced due to the notes by the service guy. I got the impression that I was being talked down to. I informed him that if I use the unit and it burns my house down, it will make the front page of the paper in my little podunk town because it will be a huge story here, especially because I live in a 200 year old historical home. After hearing this, he put me on hold and I got cut off (big surprise).

I called back and got a different rep, she assured me that she would get back to me at my number if I got cut off again. We DID get cut off when she put me on hold and she did not call back. I have now had enough. It appears that nobody wants to be the one to make a decision as to whether or not I should use the unit, but they also do not want to replace it. I have a house full of Sears items, and they are ALL covered by master service plans. I have never had an issue in the past with Sears and I now find myself in an awkward spot. I have an expensive boat anchor apparently. The closest someone came to making a decision was when the guy got a little snippy and said that he could "not see it being replaced". He did not SAY it would for sure NOT be, he just said he could "not see" it being replaced. This he explained is due to the service man's notes. He said that they are their "eyes and ears in the field" and they go by what they say.

I guess, Sears is implying that I hallucinated all of this so it is ok to go ahead and use the unit??? I am not an idiot and I do not appreciate anyone talking down to me OR making innuendos that I have nothing better to do than waste my time dealing with Sears over fake problems. I can tell when something is wrong, especially since two of my past occupations are electrician and firefighter. When something happens again, I will call 911 and have my FD come out to document and then, the OSFM can investigate properly I guess and we can get this all taken care of.

Updated on 05/16/2015: After opening a complaint with the Ohio AG's office, I got a tech sent to me to have another look. It was the same tech and this time he found the problem. I had asked for the tech that works on my dehumidifier and was assured he was the one coming (it was not he that was sent, and by the way I have all the back and forth messages saved in Facebook private messages between myself and the Sears social media manager that was assigned to me). Anyway, the same tech came out (I was not really upset because he is quite pleasant) on 4/21 and this time he found the problem. He told me the parts were ordered and he would return the following week.

The next day I believe, I got a call from Sears regarding my AG complaint. The lady stated that since the problem was found and parts had been ordered, she was closing that complaint. Well guess what, the service call for the following week got cancelled due to the parts being on back order and it is now 5/15 and here I wait. We had some pretty hot days recently and I still have no a/c. The AG's office contacted me to verify that all was indeed well, so I updated them. They are waiting for the outcome and I am very unhappy. Will this stop me from buying from Sears? No because I am still loyal to them and K-Mart but this was handled poorly in the beginning and now we are where we are, or rather I am where I am which is without a/c.

A light bulb went on, I drove off to another retailer who specialize in sporting, bought weights, an ab bench, power rack, punching bag and online ordered a general use bench twice as good as sears offers same price. I am now getting a card with the sports store. Sears prices, policies and service don't cut it and they lost way over a thousand in sales by holding onto a complete display, which is one good example of why they are failing. They don't want to sell physical items as you stand there with cash or offer to open a card, but they want internet orders on inferior overpriced internet items rather than sell inventory in a store that will close. I was able to pay for all this up front and really opened the card for my gratitude to their competitors' superior service and prices. They also sell displays. Sears is a big inflexible dinosaur stuck in place by its own service policies.

Last weekend my washer broke (April 2015) and the water would not drain. I called Sears for a repair call and confirmed that it was under warranty. The service call was for Tuesday between 3 and 6pm. I had to take the day off and be at home for the service which was inconvenient but getting my washer repaired was more important. 3pm, 4pm and 5pm I received texts saying the repair person would be there by 6pm. 6pm came with no tech and no call. This begins the hell that is Sears... their customer service.

From 6pm to 8:30pm that night I was on THREE phones simultaneously. My land line and two cell phones. Why? Because between me calling customer service on all three phones I was on hold various times for 2 1/2 hours on all three and hung up on 8 different times when no one wanted to help. After an hour on hold it seems they automatically hang up. Eventually I received someone who said that they couldn't get me an appt for the next day and it would have to be Thursday. I tried to reason with them that if they couldn't come out that night I should be first the next day. They said no. They promised an 8-noon window and that I'd be first on Thursday. Nope. I was last and the tech came at almost noon.

This time I had to have my husband stay home from work because I couldn't take two days off. The tech looked at the washer and said to my husband that it wasn't the washer under the warranty and so they wouldn't fix it. I'm at the same address and have the same washer I've always had. There haven't been changes and Sears had that all on file. He told my husband that I'd have to call customer service AGAIN to call another tech to come out and look at it and then that person would determine the problem with the washer and order a part and then another appt to fix it and since it wasn't under warranty would probably be about $300 to $400 IF they could get a part. And then the tech just left. WHAT???

Sears had actually sent me a copy of my warranty via email the day before my appt so I had it and was able to verify it was indeed the washer under warranty by looking at the serial number on the washer. Everything matches. The washer number matches the warranty Sears sent AND the receipt that I have with the serial number on it too.

So here I am back on customer service calls for 3 more hours with many hang ups from the reps. So then I go into the actual Sears store that I bought the washer/dryer at. They explain there is nothing they can do. The extended warranty company and the repair company are not Sears companies and are just contractors and they cannot do anything for me. I complained to two store managers who sat and watched me on the phone with their customer service and get hung up on. The lady at the Sears store called her customer service and they basically said that they didn't have my warranty on file. So then I show her my email from Sears with the warranty, showed her the washer model and serial number, my original receipts, my warranty receipt and everything matches. My warranty covered the correct thing and doesn't expire until July of 2015. I have all of the original notes that the tech who sold me the warranty made.

Beyond the horrible customer service that I have received, the fact is that this is fraud. They sold me a warranty and will not honor it. I have no thought that Sears will lift a finger to help me. I'm going to have to sue in small claims over this and hopefully get my warranty money back at the very least. But at this point they should repair it. If they can't repair it the warranty says they need to replace it with a similar washer. In addition I deserve compensation for my time and the bill to take over a week's worth of wash to the dry cleaner. I was truly hoping there would be more people in the Sears store today so that I could tell customers not to buy there and tell them to read all of these complaints. But no one was there and the place was dead... because I guess people have already figured out that this place is horrible.

At 7:20 p.m., tired and bleeding, Moe and Larry tried to turn on the washer and in doing so dimmed the lights throughout the house (and the machine is on a dedicated line!) and said it was the latch on the lid that was broken. On April 9, 2015, "Ivan" (who is knowledgeable and I think honest) returned and managed to get the machine going having straightened out a few things Moe and Larry installed improperly that was "cutting out the motor". When leaving "Ivan" mentioned that the water in the overflow tray the machine sits within (hooked up to a slop sink all the way down in the basement) was there from the 4/3/15 debacle.

I saturated two towels trying to stop this up, then this old lady dragged up the wet-vac from the basement to the upper level (the combo is on the second floor) and STILL the water kept coming. It was not enough to drain down into the slop sink in the basement, but still there is water! "Ivan" returned this morning (BTW schedule according to how far you Wall Township so that's why you never see them during the early part of the 8:00 to 12:00 window in Bergen County) maintains it's not coming from the machine. Still vacuuming up water, took a level and found while the tray has a slight pitch forward, the washer/dryer combo greatly pitches forward! Was it always like that... or is this post Moe and Larry?

2010 Kenmore Elite Washing machine purchased from Sears. January 4, 2015 called Sears service department to make repair appointment. Machine makes very loud clanking noise when washing. When I called to make the appointment, a representative did an excellent job at selling me a service contract which I purchased for $348.41 (Certificate enclosed). Service appointment was scheduled for January 19, 2015 8:00 am-12:00 pm (order ** email confirmation attached). January 19, 2015 first technician arrived, opened the washing machine door, moved the tub around a little bit and said "Ok I know what it is wrong with it, its the tub." He left and said that a Sears representative would contact me.

I speak with a Sears representative who tells me that I was being processed for a replacement machine and that I should go to my nearest Sears to purchase one and give them my phone number where they would see my $500 reimbursement towards a new machine as part of the service contract that I purchased. I proceeded to ask the representative if the washing machine could be fixed since it was not that old and they explained that the technician put in the order as a replacement not a repair. I told the representative that I thought I was entitled to decide for myself if I wanted a replacement or a repair and they said I was. The technician never gave me the option. The representative looked it up and explained to me that the machine needed a tub replacement which would cost about $613 with parts and labor and that I was entitled to $500 reimbursement which meant that I would have to pay the difference of $113.

I told the representative at that point that I wanted the machine to be repaired and that I would pay the difference. A new comparable machine costs well over $1000 which would mean that even with the $500 I was receiving I would still have to pay out about $700-800. The representative explained to me that since the service order was put in as a replacement, the whole order would have to be done again and that I would have to make another service appointment for another technician to come out to look at the machine again to determine which parts were needed and to be ordered. This is where the real chaos began. The representative began the process and put in a new service appointment for February 3, 2015 (order ** email confirmation attached). I also purchased a protection agreement for my dryer that day for an additional $339.88 (certificate attached).

Due to a family emergency I had to reschedule the February 3 appointment. A new service appointment was made for February 10, 2015 3:00-7:00 pm. February 10, 2015 technician never showed up. February 11, 2015 called Sears service and the representative stated that there was nothing in the system showing a February 10th appointment. Made a new appointment for February 28, 2015 3:00 7:00 pm because nothing else was available.

February 28, 2015 technician (second one) was supposed to arrive between 3:00-7:00 pm. At around 8:00 pm the technician called to say that he was running late and would be at my house in about 30 minutes. The technician arrived at 8:45 pm. He looked at the machine and told me the parts that needed to be ordered. He put in the order and told me that the total for parts and labor was $548.34 minus the $500 I was entitled to toward the repair so I was responsible to pay the difference of $48.34. I agreed and paid the difference with a check (copy of receipt attached). He ordered 2 parts: a tub assembly out and a tub assembly. He also explained to me that this particular repair needed 2 technicians and that he was putting that in the service order as well. He ordered the parts and made a new service appointment for the repair for March 10, 2015 8:00 am 12:00 pm. Email confirmation is attached for the March 10th appointment (order **).

March 9, 2015 parts were not received on time and appointment had to be rescheduled pending the arrival of the parts. I called Sears service thinking that my service appointment was for March 10 like the technician told me but it was not it was set up for March 17. I went back and looked at the receipt and it was March 17. Yet Sears sent me a confirmation for March 10th!

Out of the two parts that were ordered, only one was received. Although both parts were shipped together, they were in two separate boxes. The second part was delayed because of weather and ultimately delivered to a UPS access point on March 11. I called the access point and asked them to hold the package until the next day when I would pick it up and they agreed to hold the package. The next day when I went to pick up the package the person at the access point said the package was given back to the UPS driver the night before because they could not hold a package that big there. UPS returned the part to Sears claiming that I refused the package. Therefore, the appointment for March 17 had to be rescheduled again. A new service appointment was scheduled for March 20, 2015 8:00-12:00 pm.

March 12, 2015 I speak with a Sears representative who looked up my account and saw that the part was indeed on its way back to Sears and put in a new expedited order for the part. I received the part on March 17. March 20, 2015 technician arrived at my home. The technician claims that he was there on an initial service call not a repair call. He had absolutely no information on what was supposed to be done on the machine nor any prior information on my case. He claims that his company had no history for my case. I explained everything to him and he said there was nothing he could do that day, that the repair needed 2 technicians and that another technician could not be sent out that day and that I would have to make another service appointment.

He scheduled a service appointment for March 26, 2015 1:00 5:00 pm as he stated that was the first available appointment (email confirmation attached order **). I called in to Sears service and explained what happened and asked to speak to a supervisor because I wanted an earlier appointment. A supervisor by the name of ** took all the information down and said he would see what he could do and call me back. He called me back about 15 minutes later and claimed that the next available appointment was for March 26 and there was nothing sooner available. March 23, 2015 I realized that I had not received an email confirmation for the March 26th appointment so I called Sears service to confirm the appointment and I asked them to email me the confirmation. The representative claimed that they had no way of emailing me the details of the confirmation.

March 26, 2015 technician arrives at my home at approximately 4:00 pm (the same technician from March 20). Shortly thereafter a second technician arrived. They were ready to do the repair and when they opened the boxes from the 2 parts that I had received, they noticed that they were both the same exact part and could not do the repair. The technicians were at my home from 4:00 pm to 7:00 pm on the phone with Sears service trying to resolve this issue. They came back to me with that the parts and labor now totaled $571.77 and that I would have to pay an additional $71.77 in order to put the order in for the correct parts. I asked them about the $48.34 that I had already paid to the previous technician and their response was that there was nothing in the system regarding that payment and they could not deduct that amount without prior authorization from their company.

I paid the difference of $71.77 with a credit card (receipt attached) just to get this done. The technician put in a new service repair appointment for April 3, 2015 10:00 am-2:00 pm. I received an email from Sears repair service indicating that they were trying to contact me regarding the parts relating to my scheduled in-home service.

March 30, 2015 I called the Sears repair service department to inquire about the email and they stated that I did not have an appointment scheduled for April 3. They also stated that I had 4 parts that were being delivered to me. I have not received the parts yet. They could not give me the service appointment for April 3 as they claim it was no longer available. I was forced to make a new service appointment for the next available date of April 7, 2015 1:00 5:00 pm. The receipt given to me by the technician on March 26 clearly states at the bottom the reschedule date of April 3, 2015 10:00 am-2:00 pm.

March 31, 2015 I decide that I must write this letter. What I have experienced for the past 3 months with Sears service is completely uncalled for, unprofessional and frankly should not happen to anyone. I have had to take numerous days off from work for this. I have even had to pay people to stay at my house to wait for the technicians so that I could go to work. I work for the government and I cannot take time off so easily. I have been going out to wash clothes at the laundromat which is extremely difficult since my schedule is so busy. With all of that said, I expect whoever reads this letter to make sure something is done. I demand to be compensated in some way for all of my time lost, money lost, and for all of the anguish and frustration. Every single time I called Sears service I had to tell the representative that answered the circumstances all over again.

By now I have told the same story about 20 times and spend unfathomable amounts of time holding and speaking with representatives from Sears. No one and I mean no one has time in their life for this. Even the last technician that came to my house and spent 4 hours on the phone trying to figure out what was going on said that he had never experienced something like this. It is just downright ridiculous. At this point I believe that Sears should supply me with a new machine and reimburse me for both service contracts that I purchased and give me the service contract for free and reimburse me for the out of pocket expenses that I paid for the repairs $120.11 and the laundromat expenses. I will never get my time back but something needs to be done to defend the Sears reputation.

Before I end this torturous letter let me bring to your attention that I have now received six (6), yes 6 very large boxes that are taking up my kitchen and basement. I now have 3, yes 3 of the same part number sitting in my home. See the pictures attached. Pictures are number with box numbers 1, 2, 3, 4, 5, and 6. Picture number 1, 2, and 3 are all the same part number (3045ER0048M). Now if upon reading this letter the person reading it does not think that this whole thing is the most ridiculous and utterly frustrating thing to happen to a valued customer, then I have no other words.

Once again I called the 1-800 number and have been given an appointment for Monday 4/6 from 3-6 and assured that it would be a different technician. I am completely dissatisfied with the poor customer service, professionalism and incompetence of Sears and their outsourced workers. I heavily regret purchasing an one-year warranty on my appliance which has cost me $277.99 and have asked for a refund.