Sears Reviews

Went to my neighbor and lo and behold he had the part but was not sure why he got it. I called back to Sears and told them, "I had no idea that the part was being sent to my neighbor, but he has the part that I paid for in full, and now I need someone to fix the washer." Again, Sears said it was all my fault that I never called them about the part that I paid for never knew was coming to my house and was given for free to my neighbor. Sears said, "Oh well, we will send someone tomorrow and they will get there when they get there." Once again, Sears needs to close its doors.

Now we were never made aware the purchase wasn't directly through sears.com. We received an email from this third party and they asked that we take photos of the damaged item and forward back to them in an email. We did this within minutes of receiving the direction to do so. We received an email in response to the one we sent with the pictures stating that they never received the photos. Well this went on for 3-4 days. Every time we sent the email with the pictures they responded they didn't receive them. So I called sears back and explained that we were having an issue with the third party vendor and the phone call was escalated to a gentleman that went by the name of Connor. Connor assured us that this would be resolved but that it must go back to the third party vendor for resolution.

Finally we received yet another email from a different email address than the one we were originally corresponding with from what looked like a personal email (perhaps the owner or an associate of the vendor) that asked we send the photos directly to them. So we did. Success!!! "Photos received" replied the gentleman who's name is Peter ** (**) of which we sent the last set of photos. Peter responded with "we will update you on the exchange information" to which we replied "EXCHANGE? No peter we don't want an exchange. We want to know when this product will be picked up at our home and when full refund will be issued..." And guess what?? No response from Peter.. So we are seeking some much needed assistance in resolving this issue and we are very confident that BBB will intervene and help us get our hard earned money back!!!

Coincidentally enough while on google today searching for some guidance on how to retrieve our money, a story had been posted stating how Sears/Kmart would be closing up to nearly 50 more locations. While we would never find news like this to be good or entertaining because it's sad to hear that a company that's been around as long as our parents can remember, it didn't seem all that shocking with this type of customer service.

When we first moved in eight years ago we ordered all our appliances from Sears. The problem was my the original day of delivery, we received nothing like this ordered. They gave the same excuse and set up another delivery date, which the same thing happened, the appliances never came. We ended up canceling and buy everything elsewhere. I guess Sears doesn't care about their customers or their satisfaction. We should have learned our lesson from our past experiences with Sears! I can tell you this is the last time I will do business with Sears and I suggest everyone else think twice before buying anything from Sears! I now understand why your company is dying, NOBODY CARES!!!

A few days later he was out to check the washer, but Sears said it would take a week or more for the parts. He is a contractor with Sears, and was very nice. He suggested we call Sears again and complain about the fact that we had to wait another week or more for the part, and we'd been having to go to a laundromat. He informed us that our P/A should reimburse us for the cost of the laundromat. Sears P/A agreed to pay just a portion of the cost of keeping up with our laundry, but would not expedite the shipping of the part needed to fix the washer. The portion Sears was willing to reimburse was about 1/3 of the cost of having to go to the laundromat. It will be a cold day in a very warm place before I shop at Sears again.

Tonight, I have been waiting for the delivery call that never came, so I called in. After 30 mins with the customer service person, she could not confirm the delivery window. More waiting on hold and she finally told me the bed was not going to be delivered as it had not yet arrived at the warehouse. The rep could not give me a delivery date for the future. I asked for a manager and was told repeated no manager was available, they were still on the phone, endlessly. I have company coming this weekend and now have to spend tomorrow trying to find a bed. Such a waste of time. Completely understand why Sears is near their end. Horrible customer experience.

The minimum charge we paid the tech is not credited to the installation and removal of the new water heater which was installed by a plumber that Sears hired. Although we accepted the recommendation of the Sears tech we were not credited the minimum charge of $79. If the original ad is very misleading and we would have just contacted Sears to install a new water heater if this was apparent. For a "repair" bill of maybe $200 the minimum charge would have been credited, but because we accepted the recommendation of the Sears tech to replace at a cost of over $1,000, we will not be credited the $79. Very misleading advertisement.

Facts of our case: The product was delivered 1/6/16 but the old mattress and box springs was not hauled away. The mattress was stained red, seemed to be "bent" at the site of the stain, and the box springs didn't match. I spent a very long time trying to get the issue resolved by calling various phone numbers, including 1-800-MY-HOME, 1-800-732-7747, and the store. Not only was no one able to help me, but I was treated very rudely -- most notably someone named "Craig" at the Shoreline store who asked me why I was calling him with my complaint.

I drove to the store 1/6/16 to complain in person. I was never able to speak with a manager directly; however, the staff person in the mattress department was able to make the arrangements for the products to be picked up and for us to get our full refund. The damaged mattress and mismatched box springs were returned to Sears 1/8/16 via your delivery service.

We have only received a partial refund of $374.49 by check by mail on 1/22/16. Again, I was not able to get any help calling your customer service phone numbers. I again drove to the store 1/22/16 and asked the salespeople for help. It took the two salespeople almost 30 minutes to get an answer. The salespeople were told that there was an error processing our refund but that the remainder check of $1131.12 was issued and mailed to us 1/15/16. The salesperson advised me to wait before depositing the smaller check we received. I was never able to speak with a manager in person. It is now 2/2/16 and we have not received the remainder of our refund. Calling your customer service numbers gets me nowhere. Thank you.

The next morning I was getting ready to wash and it smelt a lot like gas. We had guests over and they smelt it as well. I had my husband turn off the gas. Our laundry room is right next to our sons bedroom. When he pulled the dryer out he noticed that the delivery men didn't replace end of the tubing or vents that we had paid for. I got on the phone with Sears right away and let them know the entire situation.

They said they would take care of us ASAP but that someone from delivery department would call me within 30 mins (@12:30ish). I received no phone call. At 5:30 pm I received a blocked call, a Sears delivery man telling me he was in the area and asking me for my address. I let him know that we weren't home because no one had called me to let me know anyone was coming. He told me he would let his supervisor know and that they would contact me again. The next day I received a phone call from the delivery manager asking me if anyone would be home between 3:30 and 5. I agreed to be home. No one showed up. I called Sears at 5:30 to let them know. I was transferred between departments. I finally put a claim in to return the dryer.

At almost 7 pm a man called me and said they were Sears delivery in my area. I let him know that I had already put a claim in, his window had been between 3:30-5 and I just wanted to get rid of the dryer. He was very angry on the phone telling me he is busy, he had things to do, and he went out of his way to come fix a leak and to do me a favor. I let him know it was their mistake and not a favor. He then yelled at me on the phone asking "Well do you need my help, yes or no?" I replied no because I would like to get rid of the dryer. He replied telling "Ok I will let my manager know you declined my service," and hung up on me. I had put a claim in to Sears but didn't want to be held liable for the dryer and needed to get rid of it to purchase another one from a different store. I wasn't able to deal with the return the same week because of my husband having surgery.

When we finally called back to have them pick it up every department we spoke to was trying to go around the subject of having us return the dryer. They kept saying that they would get someone out there ASAP to fix our gas leakage, kept transferring my call between departments. We finally became agitated and let them know that we just wanted to have someone pick up the dryer. We wanted no more ties with Sears. They said someone would call us for a pick-up window. To our surprise, the pick-up men came right on time, were very nice and polite on the phone and in person, and were in and out. Overall experience was a stressful disaster. Never will we purchase anything from Sears again. We purchased our new dryer from Best Buy and we're extremely impressed by their service. Will be writing a review for them.

The deliverymen insisted I had to take delivery of the washer and dryer (or else they would not get paid, and/or they would not be able to redeliver them in a timely manner) and could NOT remove my old ones, so the washer/dryer are stuck in the middle of my hallway. Not connected. I asked the delivery service rep, who I talked to live on the deliveryman's cell phone, for Sunday delivery of the stacking kit and hookup of the appliances. She said, "What time?" I said "I didn't care as long as it was all done Sunday, 1/3/16." She assured me this would happen.

Friday, 1/1/16, I got a call asking me to confirm Saturday delivery. SATURDAY? The only 2 response choices the automated message gave me did NOT include that I wanted to change the delivery date. I then tried to call the Woodfield store directly (they were open), but was transferred somewhere where it rang about 10 times and then they disconnected/hung up on me. Saturday, 1/2/16, at 7:03 a.m. (Really? Wake me up? For a delivery I didn't want?) a person from the delivery service asked if I wanted my appliances delivered that day. I told him, "I already had the appliances", once again did not want Saturday delivery but wanted Sunday delivery. He said he couldn't do that, and said somebody would get back to me. I tried to get back to sleep. It didn't work.

Sunday, 1/3/16, at about 9:05 a.m. I called the delivery number and talked to Nick first. I figured they had the WHOLE day ahead of them and certainly would be able to get my washer and dryer hooked up, since I had to go back to work Monday. Nick told me the next available delivery date was Thursday, 1/7/16. I told him that was unacceptable since 1) Sears had made so many mistakes and needed to fix this immediately, 2) I have a little thing called a job and can't be home to accept delivery during the week, and 3) I was already tired of tripping over the washer and dryer in my hallway. Nick said Thursday was the best he could do.

I asked to talk to a supervisor and got Joseph, who was extremely condescending and unhelpful. Repeatedly. He said he could get things fixed on Monday, 1/4/16, but I told him about the little thing I call a job and said I could be home by 6:00 p.m. to take delivery. He said that was not happening. Then he told me the next possible delivery date was Wednesday. Perhaps he didn't understand, after repeated times of telling him, that I work and can't be home during the day. He asked me (in his condescending tone) how I thought I could have a Sunday delivery when the warehouse is closed on Sundays and Sears doesn't deliver on Sundays. I told him AGAIN that, "Meegan promised me a Sunday delivery." I asked how I was supposed to know that SEARS WAREHOUSE ISN'T OPEN ON Sundays and Sears doesn't deliver on Sundays. He had no answer for that.

We went around and around, him offering Wednesday or Thursday delivery again and again. He offered me 100,000 Shop Your Way Points for my trouble, which he said equaled a $100 value. I said that was meaningless to me since I will NEVER EVER SHOP AT SEARS AGAIN. He became quiet and waited for me to speak several times. I was never abusive, although I certainly wanted to be. I told him I was done arguing with him, and that I expected his supervisor to call me the next day (Monday, 1/4) with an acceptable solution to this issue. He said that would be fine, but it would just be him calling because he was the highest level employee to deal with this issue. I said, "Everyone has a boss, and I want yours to call me" but he again told me it would just be him calling me. I had to tell him that I was going to hang up several times before I just did it. He would NOT give up.

He called me about 2 hours later to schedule delivery for next Saturday. I was so beaten down by this time that I said ok, but that I was going to escalate the issue on Monday, 1/4. One of the delivery teams (there have been 4!!!) sent to my house managed to unhook the hose from my water softener to the drain, so when it regenerated it flooded my laundry room, powder room, and kitchen floors. Plus damaged the drywall. From then on, the water softener leaked water constantly as well, so I had to trudge through a wet laundry room for 2 weeks until Sears FINALLY sent a plumber to fix this issue.

The next issue was despite there being many teams out, my appliances STILL were not hooked up correctly and moved 6-8" each time I used them. Lo and behold, some large shipping bolts had been left in. Now I'm battling with Sears to get them to fix the floors and walls they damaged. (Oh, and the dryer doesn't work for more and 5-10 minutes at a time; have to constantly restart it.) They really don't care about all of the damage and stress they have caused me, which is what makes me the maddest. DO NOT BUY FROM SEARS. EVER!!!

So I went online and tried to print a label for a UPS drop off, costs deducted from my refund. That didn't work because of some technical difficulty with their website. So I called and asked for help again. The guy I spoke to was so rude, I had to disconnect. The next person was friendly but told me that my return label was requested 3 days and to give it 48 hours! This whole return process is a JOKE. First person I spoke with told me that I could return the item to any Sears store (so I ordered it). But that turned out to be FALSE. I can only hope to get my money back once the item is returned!

This is two magnetron microwave change outs within 6 months. The usual procedure is waiting 7 to 8 days and the tech comes out and orders parts then you wait another week to 15 days for the repair. The front panel went bad and that took 3 weeks to find one and now two magnetrons plus some other issues that I found the tech never logged. Make sure you get a receipt from the tech on the repair because they will not log it and you're out a history.

I've never dealt with a company that is so unprofessional and absurd--I have the sneaking suspicion that this is bound up with their financial troubles and the recent bankruptcy proceedings on the Kmart side of their business. Why not keep the customer's money for months at a time to shore you up, if you can get away with it? Do NOT order from them if it can be helped.

A week later the box was still here. I called and talked with another female with an Indian accent. She stated that they had no record of my call but after I explained the situation to her she stated that UPS would be here in a day or two to get the box. A week goes by so I try the online conversation with a person named Harvey. Harvey is worthless, stated that he knew nothing of the damaged box and there was no record of it. He would ask again and again "Is there anything else I can do for you?". So I called again, and again was informed that there was no record of me calling. I asked for a supervisor, the female did not want to transfer me. I had to become irritated before she would transfer me.

The supervisor gave me some hope. He found all my calls on record and stated that UPS would be there in a few days. Yep you guessed it, no one showed up. Now it is very near the 30 day limited to return damaged items. I took it to my nearest sears store to return it. They stated that they have no record of items order from Sears over the internet and could not take it back. Finally one of the shipping clerks found the order form that was attached to the box and stated that with that they could refund my money. I was very lucky as this was day 30. If you ever order anything online from Sears do not have this shipped to your house, have it shipped to and pick it up from the store so there will be a record of it. Sears is using India for all of the online items and nothing will ever ever ever get done... ** was my order number.

For all you out there complaining that you've waited 5 days for service, you are welcome to join my party. I know for a fact that on Feb. 24th, they will not have the part, and it will have to be ordered and then another service appointment will need to be scheduled. Today, I have been disconnected three times, talked to three supervisors, all of which cannot do anything other than to say they are sorry and they understand my situation. Nothing to compensate for my taking a day off of work today for this appointment that got cancelled. I do not know why since they cancelled me that I got put at the end of the line for service. It would seem that they would put me in the first of the line.

But, on January 4th, they took a payment out of my checking account for the foundation mattress they claim they delivered. Now, they will not cancel my lease account OR give me my money back. I was never delivered any merchandise, but no one will help me. No one will return my money or help in any way. I have spoken with managers, complaints, yet no one helps. Their Why Not Lease It program says it is all Sears problem and will not help in any way. Sears says they don't know how to deal with Why Not Lease It programs, yet they are the ones who approved my contract with them and promised to give me my queen mattresses I never got!!!

There is no any customer care at all! Finally the store manager agreed to let us return the defective microwave/oven after we suffered 54 days! Painfully, we have to buy another Kenmore Microwave/Oven from Sears store due to we have a specific size that fits our cabinets. Scheduled to deliver and install on 1/21/2016. On the day, we received a call for re-schedule AGAIN! The only unit in the warehouse was damaged?! What kind of business at Sears? Unbelievable! That's not the worst. The worst is everyday, Sears Automated Phone System (888-567-3452) called us saying, your scheduled delivery and install has been delayed. You need to call back to RE-SCHEDULE! We called, confirmed the re-scheduled date.

The next day, the Automated Phone System will call and left the same message again 3 days in a row! We have been treated with RE-SCHEDULE over and over since last year November 29th!!! Is that still not enough? I called them and told them stop calling us if there is no change for the next appointment, they said that's how the system setup. It may keep calling until the next schedule. Huh?! Sears has zero customer care. It is working as an auto system! This shopping experience at Sears has impacted our health, our daily lives! We should ask Sears to pay for that all! Lesson learned! NEVER SHOP ANYTHING FROM SEARS!

Called 3 days later and spoke to service rep. She put me on hold and came back to say they could not reach an installer. Stated we would get a call asap. Four days go by. Another call as a complaint today and asked for install. Put on hold again. SURPRISE, they could not reach an installer and she promised a call back in 2 hours. Nothing. This is ridiculous. I am returning to the store for a complete refund. What country is this "service" switchboard located in? Are all of their installers contractors vs employees? Can you find anyone who gives a stuff? So far no good answers so we will not purchase much of anything from Snears again, except tools, maybe.

1/22/16 NOW I'm getting automated robot calls from Sears to "come pick up my order"! 1/22/16 Call local Sears merchandise pickup. (No record of anything to be picked up.) Back to the bank to provide personal statement and copies of all emails re: fraudulent charge. 1/25/16 MORE calls from Sears telling me to come pick up the order. 1/25/16 Call local Sears again. "No record of anything, but here's the National Customer Relations #, try them!" 1/25/16 Call the number. (1-800-549-4505). 1st rep. Explain the whole timeline. He hung up on me! 2nd rep. She put me on hold (to investigate) but instead re-routed me back through the auto system. (I've explained everything twice by now.) 3rd rep. She helps, but can't find a duplication. Showing only 1 charge/1 item picked up. Searched by order number, email, name. No other records. We were about to give up.

With reservations, I provided credit card number used (which doesn't exist anymore due to suspecting fraud). BINGO!! DUPLICATE CHARGE FOUND! Apparently, due to a glitch in their system. (They apologize of course.) "Will expedite to online team for refund today" they say. (Margaret. Employee #**) Meanwhile, I've spent countless hours calling, emailing, getting the run-around with Sears and my financial institution.

Sears did not call me to let me know of the serviceman inability to show up, so I could schedule something workable. The Sears representative hung up on me. In fact it took three phone calls to Sears to speak with someone on that Friday, because the representatives keep hanging up on me. I was just trying to find out where the serviceman was. I purchased this house several years ago. The prior owner has all Kenmore products. I will not be purchasing items from Sears in the future or shop at Sears in the future. Sears has not shown to be customer service friendly or to have their customers in mind. A 'I'm sorry' is useless.

This second Tech a young man with an attitude said he was not there to clean the machine but to repair it. It was determined the mess was caused by a drain tube 90 degree angle clogged and ruptured. He was to order the part. Instead of giving us a copy of the repair order we found this outside on the ground how rude! Weeks went by and nothing. We call again and find out the part was not ordered and we were reported as abusing the washing machine with washing carpet and causing the failure of the machine. All repairs on the machine from this point would be at our expense.

To find this information out took scheduling 4 visits which we would be charged in spite of our master protection plan because of the reported abuse. We were told because of the abuse Sears would not send another tech for another location to verify our story that my wife only washes our clothes in the machine as she has for the last 11 years.

Our choices: pay to fix our machine, cancel the protection plan which Sears holding wants to they don't have to pay to fix or replace the machine because of our accused abuse. Until there is a class action lawsuit against Sears holding companies for frauding the public taking your money for no repair worries then when you need to use it you're abusing it and they are off the hook when really the customer is just using the product. We have called and complained to file a complaint and requested a second opinion if it is abuse or use? The holding company A&E will charge to come to our home and to repair the machine and not honor our Sears Master Protection Plan.

In frustration, I drove over to the local Sears Store to ask if they could help me in any way. Note that Sears Stores and Online Sears have no relationship as they are completely different companies. He didn't have to do it, but the local Sears person (who noted he frequently gets similar requests) spent 25 minutes on the phone and computer getting to the bottom of the issue. The local Sears person said that the delivery people had dropped the screw and couldn't find it; that's why it wasn't there. The local Sears person was able to get my original request for new decorator screws and print it out plus get information that I'd get a phone call from Sears Online within the next two days. He wished me luck. I received a phone call 4-5 days later and reported the problem to Customer Service. They sent me the decorator screws; on the packing slip it clearly states "white", which is the color I needed for my white refrigerator.

However, the screws are GRAY which means they are useless for my white refrigerator. I remember the old days of Sears when everything was handled through the Sears Store. It appears to me that Sears is not supporting their local stores and instead, are trying to make money via the Internet at the expense of their local stores and customers. The refrigerator is very nice and was rated highly by Consumer Reports, but I'm extremely disappointed by an inadequate and needlessly complicated system for dealing with a very minor issue.

Spoke with Steve, manager at Lafayette, IN Sears - blamed manufacturer. Received call from assistant store manager, refunded delivery charges, but also deleted set-up request; stressed delivery after 3:30. Delivery rescheduled at 4:30 on 1-6; changed to 1-21-16. Received reminder call of delivery for 1-21-16 at 10 am. Spoke with delivery manager at 7:30 on 1-21 demanding delivery after 3:30. Delivery rescheduled due to no-show; changed to 1-23-16. Sears personnel have deleted old delivery dates and original receipt after issuing delivery refund which does not have set-up included as per the original receipt.

Obviously I was very frustrated and expressed that I have no means of doing laundry and I need someone to come out, isn't that what I paid for??? I was told that there is no one who can come out until Monday so I asked to speak with a supervisor. A supervisor came on the line and said that he could get me an appointment on Friday the 22. I told him that I didn't trust that someone would actually show this time and he ensured me that they would. He also promised to call me on Friday to confirm that everything would go as planned. Well here I sit on Friday at 5:40 PM and guess what, NO ONE CAME TO FIX MY DRYER! Shocking. Not only did no one come, but the supervisor never called.

I called Sears at 11:30 AM to make sure someone was coming, and was on hold for 20. Someone answered and told me that I was on the schedule and someone would absolutely be out. I checked the website at 5:15 and MY APPOINTMENT WAS CANCELLED AGAIN! Did I receive a phone call apologizing for cancelling? Did anyone care that I again sat here all day waiting for someone to show up, a service I paid for, for a machine that is practically brand new? Of course not, they update a website and pretty much say "screw you, you don't matter."

Again I called into the call center and asked to speak to a supervisor. I was on hold for over 20 minutes this time and when the person got on the phone, he LIED to me. He said that someone tried reaching me and I didn't answer... it was my fault. I told him that I have been sitting here all day and NO ONE called me. Then he proceeded to tell me that there was an issue with the technician and no one could come. So what was it... I didn't answer the phone or your technician couldn't make it???

I have now been on the phone for over an hour, frustrated out of mind! I asked to have my money refunded for the program and was told I would need to be transferred. After holding for 10 minutes, I was disconnected. I called back and now I am looking at the timer on my phone and it is over 18 minutes and my problem is still not resolved. So let's recap: 2 days off from work, 2 days of inconveniencing other people to pick my kids up from school (one of which goes to school 40 minutes away), almost 4 hours of frustrating phone calls, and my dryer is still broken and I have piles of laundry. I work in sales and if I treated any of my clients or customers the way I have been treated I would be fired and have such a tarnished reputation in my industry that I would probably have to find a completely new line of work.

I was told I could not take it back to the store. It was so much trouble to return it and after making many phone calls and getting the runaround, I gave up. I am the stupid one, this has happened many times with Sears ordering online. I now know never to shop at Sears again! They do not know the meaning of good customer service!!!

The next day, the parts were not delivered. I made a second call to customer service and provided my phone number. Somehow the customer service rep got the number mixed up and accused me of lying because she could not see any record of anything. I then requested to speak with her supervisor who then figured out that she had the numbers mixed up and then she promised to see to it that the parts are delivered. Two days later, one handle of the bottom part of the refrigerator arrived without hardware for installation. The handle for the freezer side was missing as well.

I called Sears again. I was on hold for 55 minutes. The customer service rep stated after I told her my story that she would tell me how to process a return so that I can return the refrigerator. I disagreed with this and insisted on a better resolution. She then contacted delivery and their resolution was to order me parts which I have to wait 7 to 10 business day to receive. I requested a supervisor and her immediate response was, "I'm sorry. This is customer service. We are not delivery. If delivery gave you that time frame, there's nothing I can do." Customer service is really bad at Sears and there was no service recovery effort. Any company that have incompetent workers is in serious jeopardy.

So when I went back to my cart Sears changed the price of the filter to 109.99. Now I was confused so I got on with chat customer service and they said it was a computer error and there was nothing they could do. I could no longer buy it. I think this shady business and the company should stand behind their advertisements and not play games with potential customers. If I were shopping in a store the rules are in favor of the customer in these circumstances or that is criminal in my opinion.

Well it's 3:30 and I get a call from my mother stating they haven't come yet. Immediately, I called the customer service and the idiot over phone had me state my address twice after she had all of my information in front of her and then had the nerve to tell me it was delivered. If I wasn't at work, it would have caused a lot more hell! Other than that she apologized and said they should have called me on the update for delivery. DUH!!! So now it's rescheduled to arrive Monday, the 25th, so we shall see. Again, DO NOT SHOP at Sears!!!

I called a local store and spoke to a gentleman who told me there were no electric water heaters in the state (CO) and they wouldn't arrive at the warehouse in CO until Sat Jan 16th. Hence why the water heater was scheduled for install on Mon the 18th. So the Salesperson lied to me when promised an install in Jan 14th since none were in stock. Still days passed and the installer never called as guaranteed. I spent another hour on the phone with the installation department.

Was eventually given name of installer who I called and left 2 messages with and did not receive a return call. On the 18th I spent another hour on the phone Sears due to the installer disconnecting his phone, Arrow Heating and AC Denver. Once again all Sears customer service could do was read information off the screen. Obviously, since the installer turned off his phone he had no intention of completing the installation but Sears couldn't understand. After going without hot water for a week and a half due to Sears I've contacted another company who is trying to get out today to get it installed. Save yourself the nightmare and don't purchase through Sears! PS. I see another review written Jan 6th with almost the exact situation so lying to customers is Sears standard practice.

The supervisor told me that my boxes indeed have a lifetime warranty (today's tool boxes get limited 5 year only, what a shame). The supervisor told me I needed to go to El Cajon CA to a parts store and they would get me set up. I went to the parts store on Johnson Ave in El Cajon and spoke with two people there, one of them was a women named Vee and she told me I had to pay for the wheels and pay for shipping as well and they would not honor the warranty. This is a shame. Shame on Sears for not standing behind a good product. I will not get the wheels from Sears but I will get them from Harbor Freight a well known competitor.

They wasted my 12 days. I ordered that because the delivery date was January 14, and I had some guests coming on January 17. It was such an embarrassment. I would have ordered from some other place if they had informed me it was not in stock or any other reason. And trust me it does not take 14 days to find out if it is not in stock. And the most annoying part was the response of the CSR and the fraudulent and fake tracking number and update of the order as being delivered. I WOULD NEVER ORDER FROM SEARS AGAIN. WOULD TELL MY FRIENDS TOO. SO BEWARE GUYS. DON'T GO BY BIG NAMES. They are worst than the small businesses.

I asked to speak with supervisor at customer service. First he told me I would hear from a district manager within 30min to escalate the repair. Hour later I called back and this time was told would hear from within 24 hours. Next day called back - always speaking with the supervisor and this time when he claimed he said it would take 48hrs I called him out and told him he was a liar. He hung up - great response for a supervisor. 72 hours later district manager never called. I would never purchase any kind of appliance from sears that might cause me to have to deal with these completely unprofessional people.

I called twice before I left work and got the same response they were "still within the time frame". I get home and call - it's now about 5:45pm and a woman rep answers and tries to give me that lame line about the time frame. I explained to her that it was 6 in the evening and the time frame was up. I asked to get a supervisor and she hung up on me! I was livid at this point! I call back and the rep that answers the phone states tries to tell me about the time frame. I asked to speak to a supervisor... After being on hold the supervisor gets on the line and proceeds to tell me that I have to wait 24 hrs to see the funds would post to my account. I told him that those representatives were lying to me because when I called the day before why couldn't I have been told that information than on have been told it when I called earlier in the day!!! He then proceeds to say that I would have to wait until Monday or Tuesday for my money!

If you could understand my frustration you know that at this point smoke is coming out of my ears. I've emailed headquarters and other emails that I was able to find only for them to tell me someone would be in contact with me within 24-48 hours. As I'm writing this I have yet to get hear anything or have my money refunded back to me. This place is a complete rip off and I hope it crumbles to the ground, that is of course after I get my money whoever that may be!

On Sunday, December 13 I received one automated phone call reminding me of the 8-12 window. On Monday, December 14 I received a call directly from the technician indicating approximately when he would arrive and that he would call on his way, which he did. When the gentleman arrived I took him to my laundry room when he told me that he was there to see the refrigerator, and that there was a separate repairman coming to take care of the washer. He knew the other repairman and called him and he indicated that I was scheduled for a 12-5pm window.

I was unaware that I had been scheduled for two separate service calls let alone that they were scheduled in two separate appointment Windows. At that time I should have asked that tech to leave, as I only wanted the refrigerator repair to piggyback on the washer. However, I showed the tech a broken area of our ice dispenser, he said that that was most likely the source of the trouble and charged me $90.00 and gave me the part number that I agreed to order myself at a later time.

Late in the day, technician Edmund ** came to my house to look at the washer. I showed him the broken door spring and he said he could order a new one. I also indicated that the drain hose had not been working and left him in the laundry room. When he came down, he indicated that he would order a new hose and door spring and they would arrive at my home within a few days. He told me that the earliest appointment that he could book for me to install these parts was January 11, but gave me his cell phone number and told me to call and or text him and he would try to work me in on a day when he was in my area. When I tried to run the wash cycle after Mr ** had looked at my machine, the washer leaked and flooded the laundry room. This was NOT the case before he arrived. I paid him 103.59 of the total repair cost of 160.59.

After the parts came I sent several text messages and phone calls to Mr. ** with no response. Why he would have suggested I call him and then not respond to me is anyone's guess. I called the service company to request an earlier appointment and they agreed to put me on a cancellation list but basically told me that I would have to wait for the January 11 date for the service call. From December 16-January 11, I either did my laundry at another location or mopped up water after each wash cycle. I was certainly anxious for my January 11 appointment.

On January 10, 2016, I received an automated phone call reminding me of my appointment the next day. On the morning of January 11, I received a phone call telling me that my service call would have to be cancelled because a truck broke down. When I returned the phone call I was absolutely shocked to learn that I basically had to go to the end of the line and my new service date would be early February.

At that point I asked to speak with a supervisor and I was connected with Alex, employee number **, who indicated that he would try to get me an earlier appointment. He called me back and said that he could not. I told him that I wanted a refund and that I would find another company to complete the service. He told me that he would refer my account to financial disputes and gave me a reference number ** for the billing dispute. He told me that I would receive a phone call within 24-48 hours to discuss the financial dispute. That call has yet to come.

At this point I have several concerns with Sears Home Services: I called for one service appointment for two appliances. It was never explained that two appointments were being booked. I never intended to pay for two appointments. The washer was made worse by the technician working on it. Prior to his visit there was no leaking. After his visit, significant leaking. When a service appointment is scheduled and parts are needed, the customer shouldn't have to go to the end of the appointment line to get the parts installed. If an appointment needs to be cancelled because a truck broke down, the customer shouldn't have to go to the end of the appointment line. I cannot understand how this business is conducting business with such poor customer service.

Right now they have stole $1,100 from me. I have ask for the product or the money back but they will do neither. They are thieves. If you buy from Sears.com be ready to be ripped off. Then be ready for them to only allow you to talk to people outside the country who read from a script. The funny thing is they tell you they are recording the phone but when you tell them you are recording the call they say you are not allowed to record them and they hang up. They can record you but you can't record them. That tells you everything you need to know about Sears. No wonder their business is failing!

A gentleman came out and made the repair. He stated that the whole job on the siding was wrong. Of course he would not verify this with Sears. Another week passes and another piece falls off. I have to go through the same argument of paying for them to come out. They come and fix it. A month later pieces above the garage begin to bow. I call, they refuse to come because I did not pay in the past. I argued with several individuals, logged numerous complaints until they stopped responding. I should have retained an Attorney. I gave up.

Fast forward to 2015. I want to sell, but really need to have the issues fixed of the doors and windows. The porch ceiling hangs down, and the siding does not reach the back door. Before we could call, the same pieces of siding come loose on the back of the house. This was in October 2015. We call Sears. They come out and look at everything. They said they would be in touch to schedule service. Well, that did not happen. We had to call them. They said they were having trouble ordering siding to match. We have basic tan siding, nothing fancy. They finally schedule an appointment I think in November. I take the day off. I receive a call after they were to be here to report their truck had broke down.

I stated that I was very disappointed. The gentleman stated that the real issue was he now had to fix the truck. I was in disbelief. He had no concern for his customer. He was worried about the truck. They said they would call to schedule again. They did not. We did and did not receive a call back until they called to determine our satisfaction with the service. This was in December. I stated it was not done. I was told that I should have called. I told him I did numerous times. He apologised. He then said that it was December and people have time off so he could not schedule an appointment until the first week in January. I stated my dissatisfaction and that I would not be paying the service fee, but he assured me I would.

Once again, they did not call. I received a satisfaction call! I told this gentleman my story. He stated they could not come until February. I then called to lodge a complaint and was directed to 4 different people and two different numbers. The last lady hung up on me stating she could not hear me. To sum it up, I spent a small fortune for a crappy job with a lifetime warranty, but Sears has not held up their end. No calls, no shows, and really no excuses. When they finally do come, I will not pay. Maybe it is time to see what other action I can take. I am tired of dealing with Sears.

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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