Sears Reviews

Another week goes by and I am contacted to say they wanted to arrange for the part that was delivered to my house to be picked up by FedEx but they did nothing to arrange for my replacement TV. I just wasted another two hours calling six different places and getting the runaround. I finally talked to Mike at Sears in Arizona who was actually helpful. He said I should have a resolution in 72 hours. I will see how this pans out. Remember Sears big catch phrase YOUR SATISFACTION GUARANTEED OR YOUR MONEY BACK means nothing. What is up with that Bob Vila I heard you say that a hundred times.

Updated on 12/19/2015: This is an update to my review from last Saturday. I was told I would be contacted within 72 hours about a replacement for the RCA television I purchased in September that lasted 6 weeks. I called Customer Solutions again today after waiting a week with no reply. I am now told that I am approved for a new TV but I have to wait another week to be contacted by who knows who. I have been contacted by Sears again about the part they sent that did not fix the RCA 40-inch Smart TV. They still seem more worried about having the part returned than taking care of their customers. I will update this fiasco again if it is ever resolved.

About 5 to 10 minutes later I get a confirmation email for the order. The slacks were not ordered at all. They also had ordered 2 of one shirt and another shirt was sent to the correct street address but wrong state! I immediately called and was told there wasn't anything they could do about it. They said once the order is placed it's unstoppable. They knew they made the mistakes but it was now MY problem. The shirt that was sent to the wrong state would probably be sent back to them and if it was I could contact them for a refund. If I wanted the slacks I would need to pay full shipping rates on them and the 2 shirts just alike? Go stand in line at the store and get my money back! So much for the ease of shopping online.

Since that time I have spent hours on the phone and chat trying to just get the shirt that was sent to the wrong state shipped out correctly but they will not do that. They want me to order it and pay as much for shipping as the shirt costs and trust them to refund the shipping fee. Ha! I was told once they were crediting my card for the full amount of the shirt but after waiting a week they credited me .78 cents and put the rest in an online account I can use. It's funny the PJs were only given a 3 cent discount but the shirt they mailed incorrectly was credited almost completely. I could go on about all the things they said they would do but didn't, how totally uncaring they are, etc. but I'm fed up! Let them keep the $7. They must need it. I will never, ever, buy another item from them. EVER!!

I noticed that both stores, the employees said they saw the wrong list that it was for someone else. I thought to myself "wow lots of people are shopping for the same stove." I ask for my money back. Then I went to a third Sears, the same thing they said they had it but they didn't. I got mad and they said they were going to deliver it for free then I notice that they charge me the delivery taxes. I feel like a fool. The only reason I got the stove there is because Best Buy doesn't have Kenmore appliances. I thought maybe one Sears might have better customer service but none out of 3 I went. They should provide a customer service orientation class.

Also under the terms and conditions it is stated "should we choose to replace a faucet the replacement will be builders standard." So they are covered, the homeowner has the option of getting a cheap replacement or paying the cost to purchase the original item. Also the plumber charged me $60 for the service call and did absolutely nothing to solve the problem. Needless to say I cancelled this worthless contract.

As of August 2015, the unit became inoperable. I have spent countless hours on the phone with various representatives at Sears. No one had a valid solution. The HVAC department told one the representatives from Customer Solutions that I should have made Sears replace the unit when they approved the replacement. REALLY??? I have been advised by HVAC and Customer Solutions to write the corporate office for a resolution. Unfortunately, when you write corporate, your complaint is rerouted to CUSTOMER SOLUTIONS. So for those of you who desire to speak with someone other than a representative in a call center from customer solutions, it's not going to happen. CUSTOMER SOLUTIONS IS THE CORPORATE OFFICE.

I finally called again to press the issue to the agent, then he put me on hold for a while, then to tell me that the appointment got canceled. I asked to speak to his supervisor, I was put on hold and he said the supervisor was online, would call me back in 2 hours, but no one ever called. Then I schedule another appointment. The day came, no technician called. the window is between 8-12. Until 10:30 a.m nothing happens. I contacted the person online for chatting to ask question. Then I get updated that the appointment got delayed. I want my washer fixed, and I have lots to do. I cannot just sit at home and wait like this. I would never consider to buy any appliance from Sears or to order any service again. TERRIBLE SERVICE.

I have had no success in contacting anyone at Sears that was helpful. It is now a few weeks away from a major holiday and our local Sears store here can not assist us due to the fact we did not purchase an extended warranty. Not sure that would of helped in any way after reading other bad reviews. I have been a loyal customer but they sure have not in our time of need. They will not "condemn" the refrigerator but can not fix it either. Will not subject myself to this ever again! Sears just lost another loyal customer. I can not and will not spoil our holiday living out of a cooler. Thanks Sears for nothing!

I have someone waited for the tech to arrive today but no one showed up. I inquire about what happen to the technician and on the two times I called, the representative said no appointment was on record. I asked for the manager after I spoke with the representative. I was put on hold for more than 30 minutes to wait for the manager to be on the phone but no one came up but just the music on the background. I want Sears to contact me about this complaint and explain to me why they subjected me to such unprofessional treatment.

I contacted their "customer service" to let them know I was not happy about being strung along all day and then told it would be another 7 or 8 days. I asked them if they had the flexibility at their jobs to wait around all day for a Sears technician then be told it was all for nothing. The "Customer Service rep" basically said "too bad" and eventually hung up on me. Did not apologize for being strung along all day, did not apologize for a brand new dishwasher that was broken. VERY WEAK CUSTOMER SERVICE. I do not recommend Sears. When you pay for upgraded warranty I would expect much better customer service.

Ice Maker: I was told that it was not covered due to lack of regular maintenance. I asked what the meant since it was the motor that went out and no one would explain it to me. I was told a few days ago, that I would have to take the matter up with the maintenance company. Air conditioning Unit: I was told that this item was not covered due to some rust on the coils

Microwave/oven combo: I was originally told that this item was covered and given a model# for replacement. The model being replaced was a basic oven, and I have a oven + convection oven. When I inquired as to why I was not being given the same caliber of appliance that I originally had, I was told that Sears will only give me a base mode which was $2800. I asked the representative to have someone give me a call regarding this issue, and heard nothing. When I was finally able to reach someone a few days ago, I was informed that I only had 30 days to accept the base model (of which I was never informed) and that now my only option was to receive a merchandise credit of $1978 and purchase my own appliance.

I expressed my dissatisfaction with this option, especially since it was not my fault that I was unable to respond in 30 days (would have done so if someone had told me or returned my calls). Range: I was never given any resolution regarding the range until a few days ago. This is the only thing Sears took the blame for and is now working with me to replace this appliance.

I am extremely disappointed and dissatisfied with the results of this claim. When purchasing this warranty in February, 2015, I was told that all of the items above were included and that Sears would replace appliances up to $10,000. I have been given the run-around about every claim made and Sears would not accept responsibility for the claim taking almost 6 months to resolve. It took 3 calls a few days ago to finally get to speak with a supervisor, Quila, who did nothing but apologize and say she could not offer anything but the minimum credits. I don't feel I should have to suffer for something that was not my fault.

I called customer service which proceeded to give me the run around, going so far as to say they had no information about the purchase. I then requested to speak to a manager. I was told the manager would call me back, but he never called. I called customer service again, about an hour later, and they told me I was schedule for delivery today, but they did not have a window of time they could give me as to expect my delivery. I gave them the benefit of the doubt. Five o'clock came, no delivery.

I called customer service back where it was explained that it was being rescheduled for Monday because the item never shipped from the warehouse, which is in Colorado (different state). Instead of being truthful in the first place and owning their mistake they piled on the lies until they had no choice but to be honest. Very poor business practice. I have assured them I will never shop with them again. That I would review them and their incompetence. And that I was going to report them to the better business bureau. I had to take time away from work, now three days, and asked them if they planned to reimburse me for my lost time.

The employee literally told me I should've "read the fine print" to see it wasn't from Sears. I purchased the item on Sears.com, why would I have any reason to believe it wasn't Sears selling the item or that they wouldn't help if there was a problem? So now I'm trying to get information from DealYard, which is proving to be a hassle. I can't get a response from the company and I can't get a shipping label to send it back. After nearly two weeks of this, I now have to ship it back at my expense. What I'm most upset about is that Sears allows, and makes money off of, third parties selling items on their website, but won't take responsibility for it. I specifically went through Sears because I knew and liked the company. That's not going to happen again.

Today is 12/3/2015 and I do not have a refrigerator working to be able to feed my family. I have to throw away my groceries. What kind of refrigerator last 7 months and we paid over $3,000 and it seems nobody care. We have no idea when is going to be repair. We have always purchased our appliances at Sears but with this experience never again. If we do not get this problem solved asap we will take this matter to a higher level.

The maintenance agreement department was contacted by the technician and I was told that again that the tumbler was not covered, but the motor and bearings were and I could purchase a tumbler for an additional $390.00 or I could take a credit in the amount of $106.00. To add insult to injury Sears warranty company was willing to offer a refund my monthly payments. I would recommend anyone thinking of purchasing a Sears Warranty to shop around and do not take for granted what the Sears warranty representative tells you as truth.

They ordered the part that ACCORDING TO THE PHONE INTERVIEW was causing problems. I had to wait for the part to be delivered + 5 more days to have a technician coming over again. The appointment window was supposed to be between 10 am and 2 pm. At 9:12 in the morning they send an email informing that the appointment has been rescheduled between 1:45 and 3:45, completely messing up my day that I had already to reorganize in order to accommodate their 4 hour window. The technician arrives and he finds out that it was actually enough to check the machine chopper to see that it was completely dirty and not working. He simply replaced it (he had one in his truck). So simple! The part that was ordered had nothing to do with the problem and had to be returned. What a waste of time and money!!!

The only saving grace is my sales person Dan in the Warwick, RI store. He has been awesome through everything. He's actually too good of a person to be working for such a dishonest non-caring company. Might I add that their customer service dept is a serious joke. Again lying to me and saying I was speaking to a rep in the RI location. Ummm we don't have southern accents or say "ya'll" or "ma'am" in RI. It's just not how we speak. Not that there's anything wrong with that. I think it's adorable. Not so cute when you're lying to me though. :/

Anyway, I'm just waiting for them to call me again to reschedule so I can cancel my order. Ya know! At the top of this page it asks you what happened and what was the consequence? Well there isn't any consequence because Sears doesn't care about their customers. I should have stuck with Lowe's. Fool me once shame on you Sears. Never again!

REPEATED CALLS to Customer Service at Sears - they will not do anything about it. It cost $309.77 (after 20% discount coupon, or it would have been $382.83) to get an 11 yr. old, used part from Sears, but only $260 to get a brand new ice maker installed by Mr. Appliance, who did a great job, by the way. Sears Customer Service said they ALWAYS install used parts unless the item is under their warranty. I cannot imagine that their customers are aware of this. We believed that it was a new ice maker. In super fine print on the receipt you see that they installed a refurbished part, but we were never told, nor was it pointed out in the fine print on the receipt. And, I am certain my husband would never have been able to read it. If I had objected, they would have kept the $263.13 downpayment they force as the cost of a call to come to your house. I feel that they owe me a full refund.

After 5 business days I called to say I did not receive the card and they said to wait longer. It has now been 12 days and still no gift card. I have made 5 additional calls and they say that they did send it. I checked my spam folder and inbox and there was never a gift card e-mail. It has now been 24 days since my nightmare purchase and I still have no refrigerator, no washer, and no gift card.

The horror begins now. After a very long wait, she returned to me saying that she could not cancel the transaction because she could not contact someone (?). I told her that she, as a customer service rep, is responsible for cancelling this transaction. She said that I rather keep calling every day the customer service (precious) number and try this cancelling process going on. The monkey was back on my back. The next day, in the morning, I found an email on my computer thanking me for the purchase. There was a transaction number and all details in it. Obviously, there were no phone numbers to call if you have any problems. I called the number I already had and this time I asked to speak with a manager/supervisor. Again, after having breakfast at the phone (I was put on hold), I've learned that Mr. Manager is not available to me but he would call me soon. Of course he never called.

I called again, went thru the maze of torture, and I spoke with a new rep. This time I was lucky because after 10 min. wait, I was speaking to some manager. Again, I had to describe my way of the cross again. I found out that the order number the Sears email referred to was FALSE. Fortunately, they found my transaction by searching by name. The Manager promised that he will cancel the purchase. I am still in limbo. How can I trust them? I don't know what they smoke or snort but the company, from my perspective, is a total chaos-by-Sears. I will contact state of California Consumer Affairs dept. because a lot of laws were broken. For any potential customer: shop at your own risk. For Sears' final months, I have a slogan: "We hate customers but not their money."

I am in customer service, and have always been held accountable for what I say to someone. If we make a mistake then we own up to it and correct it! I decided to call today instead of chatting again, and this time I was told they would put an inquiry in to see when it will be available. I asked to speak to a supervisor, and after telling her the issues with people telling me incorrect information all I got was "Sorry." The supervisor said that they CAN'T DO ANYTHING FOR ME! Wow, Sears can do absolutely nothing for me? They will not give me the item for a discount or free. They will not give me any store credit. They will not swap it out for another auto ratchet so I can get it today. NOTHING!

I have bought plenty from Sears, but tend to always have some issue. Nothing that kept me from going back though. THIS IS IT!!! I'm done dealing with this ** company. How can a company like this not be willing to do a single thing for me? They are losing my business (thousands already spent), and every person (friends or family) over a $35 dollar ratchet kit. Good move Sears. A very prudent move on your part. Bravo! I know that one person like me may not sway your decision to purchase from Sears, but hopefully it will help somebody. I have never once asked to speak to a manager or write a bad review online. I do not like doing something like this because mistakes just happen.

My legal question here is. Sears policy states that they cannot sell parts to a consumer, the only way to get the parts is to have Sears install. Now, legal issue is, why are they selling the board to a "parts supplier" and not a licensed contractor that works on appliances??? So, I called sears to ask about becoming a distributor. Find out that Parts.com is in fact owned by Sears. So, they are on one hand refusing to sell the part. Sears opens a dummy company to sell the same exact part at 4 times the cost and now the consumer can install. This is a legal concern and must be looked at closely.

The Sears Service Rep clearly "mislead" me by saying the warranty had expired. The time and obstacles to replace the tank is ridiculous. I have been a long time Sears customer but I will never buy another product from Sears as I can no longer believe that any guarantees have any merit and the service response is seriously lacking.

So I call Kmart warranty which happens to have the same phone number. I explained that they are the manufacturer and I need a replacement. Another 30 minutes and the representative tells me she will mail me my original receipt and I can take it to a Sears repair center since that's the warranty I have. I asked if she could email it since its 2015 she said no it has to go to the billing address. I ordered it online so they also have my email. She told me once it gets there it would take 3-6 weeks to repair. Christmas will be over. I wasted $300 on a product that lasted 2 weeks and they won't fix it until after I don't need it anymore. I have to purchase a new tree. I purchased a lot from Sears for many years. From clothes to appliances but I will never shop with Sears or Kmart again due to this issue.

I did receive an email a short time after that my item was not in stock and that the order was cancelled and the funds would be returned to my account in 7 to 10 business days. Really??? Is Sears really this dysfunctional? Must be nice to feel they have the authority to hoodwink customers into stupidly turning over their hard earned dollars for an honest purchase. Only to have the ability to use my money to earn 10 days worth of interest in their Sears account. I will NEVER return to Sears for ANY reason short of not getting my money back for this transaction.

I described my problem to a live person after winding my way through the automated phone system. I had a fridge full of Thanksgiving food to prepare for a large gathering. I had planned to do the prep on Wednesday 11/25. I was given appointment for the next afternoon 11/25 , the day before Thanksgiving. The technician arrived and through his smartphone, was given instruction by a person on the other end on how to do the repair and the part needed. $371.83 later my fridge seemed to be working.

15 minutes after the tech left, the codes came back and the fridge was not operating. Again I called the 800 number again and was sent to the Philippines, where I ran into the 18 apologies from a rep and got absolutely no help. I asked to speak to a supervisor who again started apologizing. She informed me that the soonest the technician could come back would be the Friday AFTER Thanksgiving. And that since there was a 90 day warranty on the repair that I wouldn't have to pay again. She acted as if the 90 day warranty was such a HUGE favor to me. I got frustrated, but remained reasonably polite and asked for someone higher up and got nowhere. She then offered me 40,000 points on my Sears credit card (which I don't have) or a $40 gift card...absolutely absurd. I turned down her offer. All I wanted was my much anticipated Thanksgiving to happen for my family.

The "customer solutions" supervisor next told me she'd make the appointment for Friday. Needless to say, after 2 more days without refrigeration, my Thanksgiving dinner was a disaster and I had to throw out $150 worth of food. I decided to check on the appointment on Friday 11/27 to confirm, as I would have to take off another day of work... NO APPOINTMENT HAD BEEN MADE!. I then had to make another appointment and wait until Saturday 11/28. Again, I had to sit at home waiting for the tech to call with an ETA. He showed up and then informed me that I would have to pay for a new part even though the problem was MISDIAGNOSED (those are his exact words), but that Sears would apply the labor charge from the first visit. Pardon me? You call that customer solutions? I call that a customer problem. So, to summarize:

Sears misdiagnosed the problem with my refrigerator on visit #1. Sears charged me $371.83 for this misdiagnosis. The fridge stopped working 15 minutes after the tech left my house. My fridge didn't work for another 4 days. I threw out $150 worth of potentially spoiled food. My family's Thanksgiving was a mess and I was stressed to the max. I sat at home for 2 days waiting for their technician and had to take off from work. Sears expected me to pay for a new part even though the misdiagnosis was their fault. The "customer solutions" department is overseas (cheap labor and hard to understand) and their reps are not empowered to make things right. 18 apologies does not soothe a justifiably angry customer.

A $40 gift card... Seriously? 40,000 Sears points on your credit card? You've got to be joking. The "customer solutions" supervisor who was not helpful and who did not make another appointment which caused me to wait yet another day for the repair. Need I say more? I think Sears needs to re-examine how they treat the few customers they have left. Sears is a store dying a slow death, and now I can see why.

Thankfully, we have choices about where to shop. It's too bad...my parents were staunch, loyal Sears customers forever. So sad... I have absolutely no expectation that Sears will make anything right...if it happens I will be utterly flabbergasted. I'd love to be proven wrong. I would love it even more if the entire repair cost was refunded. Then I might have a different attitude about Sears, but until then, I intend to boycott Sears and I will spread around my bad experience to, Facebook, Google, and Yelp to keep others from having to deal with infuriatingly bad service.

I contacted Customer Solutions, the Sears Exec Office etc. MANY times. I was shuttled to at least 8 people, two of whom hung up. With only one exception Sears refused to return phone calls or to even talk on the phone. Six different people wrote without responding to specific questions and using fake names and no titles or responsibilities. Sears did not even respond to my offer to submit this dispute to mediation. They did offer a minimal discount should I decide to spend even more money for additional repairs. I will never do business with Sears again!!! (I had the AC repaired by a local and responsive company for about 20% of the Sears price!!!) Avoid Sears.

Arranging appointments, waiting whole days for someone to show up, parts ordered, and then 3 - 4 additional service repairs, with no guarantee anything will be fixed or operating as designed. Then a case is opened for kitchen floor, and get ready to do all the work. Quotes for repair, pictures, follow ups so forth. The whole process takes a year at least. And I had the protection agreement as well, so won't cost me, but the cost for the parts and labor exceed the amount I paid in the first place. This is what we get for our economy going global. I'm washing my dishes by hand from now on.

I called warranty co. and they said they had to wait for his report after 24 hour, before setting up another appointment! I got a robo call on next day, Thanksgiving day, I could hardly understand with static, saying I had an appt. next day, Friday, 11/27 1-5, that I DIDN'T SET UP. I called and warranty company could not verify as that dept was closed, to call back at 8am to confirm. Did call 11/27 Friday, and rep said it was changed to 3:15-5. Okay with me. Also got email saying 3:15-5. I got a call about 1:50, repair guy was on way a few minutes away. No more emails showing change in time did I get. I told him it was to be 3:15 or later. He said he could not wait, I was his last call. I said okay, but had to rush, but moved the cabinet. He could pull out the refrigerator, I unplugged it for him, as plug was behind a cabinet.

He said he had room to work. He ran a test, with a plug in meter, from another outlet I provided and said it was the compressor. He "said" he sent a text to parts company and then had to verify if part was avail, and was waiting for return info. Then made call outside. Came back, inside, said was waiting for okay on part, and got it, it finally came through, and then had to verify repair. He first said it was 250, but wrong, (yes that is wrong) but then said he got it correct, and it WAS covered, and it would take about 2 hours to fix. He said he will go pick up part, and come back same day to repair it. He "seemed" like a real nice guy. He said he would return with part in about 90 mins or so, but had another call to make on way (remember, he said, I was his last call that day, earlier). He left, with my refrigerator sitting in the middle of the kitchen still, where he pulled it out.

10 min. after he leaves I get a call from Cross Country, a Matthew, telling me the tech (who he called Steve, I got no name again, or card) won't be back, as there was not enough room to work on the unit!!! Totally different than what was told to me, by the tech, that Matthew will take care of me, will put me with another company besides Sears, and set up a new appt... Matthew said he never approved any repair, or part to the tech. Matthew denied any of what the tech told me. (Is it, did they not want to pay overtime, if it ran late?) I even took 2 photos and emailed them to Matthew, to show there was room to work on refrigerator, and he confirmed he got them. There is still even more room to turn it around, if needed. Matthew insisted Steve was not returning.

After a very long discussion with Matthew, I was told Steve did not submit the diagnosis, or anything, just said that there was not enough room!!! Matthew said the tech never ran a diagnosis, (he did, as I helped him with the plug to plug it in. It was a meter unit) I kept telling this Matthew, that he was looking at the first tech's report not today's... Well, he said the same tech won't be back, that they want to set it up with another company. So I had no choice, and had to agree for him to authorize ANOTHER repair call, (this all is happening Friday at 4:30 by now). Matthew called the other company, (Gulf this time) while I was on hold, and said no appts avail til Tuesday. Now this would make it a week since first call. Matthew said he would set it up and call me right back. No call back from Matthew, happens. I called back again and rep said Matthew noted he set it up and noted he called me back!!! Which never happened.

I explained issue and one rep said it takes 24 hours for the techs response to show up, so it wouldn't show he ran the diagnosis. So then how would Matthew know what it was? So with no choice, I called NEW repair company (Gulf) warranty company said to call to confirm, and they had no info on my repair. Called warranty company again, got Nelson who called Gulf, company to give auth. and he told me to call them right back to set up time... When I did, they were closed for the weekend. Called back again warranty company, and rep kept saying "I understand". I got her to conference call, to show her the other company was closed for the weekend. I have no clue if they got the auth, or what time, and if it will now be a longer delay. No one seems to know what the other one is doing.

They set up appt times, without okay, or notice, and neither tech understood the warranties. I was blatantly LIED to, by the last tech, saying he was going for the parts. Maybe he was done for the day or got another call and was told to diss me, as it was a long repair and needed parts, and to let the other company do it? I think they wanted to take off, or another new call instead, and put me off to the other company... Seems like a switch off for repairs. But the tech sure lied to me, very well. This could have been handled differently. If the tech told me he would not have the parts the same day, I would have understood, but don't tell me you got it all okayed, and am going for the parts. There was blatant lying here, and if it was Matthew, who said the techs name was Steve, was talking to, for the approval, they both are at fault.

All the other reps have are what are small notes put in the account, and it's incomplete. And a con between the reps and techs, of how to get out of the repair at the time, and do a switch to put it to another company. "Sears" doesn't want to do these warranty repairs, they want outsourced companies to do them. This is such poor representation. This is supposed to be with SEARS name on it. It feels like a scam. Now I have to go with another repair company connected to this warranty, after spending 2 full days, over 3 days already, dealing with these idiots. And my refrigerator being off all this time, which will be over a week by the time Tuesday comes around, if I even get an appointment for Tuesday. This repair program was purchased months ago, not just this week. And my refrigerator is still sitting in the middle of the kitchen where the tech left it.

I will not buy another product from Sears because of this. This was their top of the line refrigerator, when purchased, not a cheapie, and all my other appliances have been Sears, but the complaint is about the repair techs, and call centers, and how the appointments are handled. This lying to me like this, and the poor communication between call centers, etc. I am a senior with health problems and this undue stress of appointments switched earlier and moving things each time for the techs, and then leaving the refrigerator pulled out is totally uncalled for. I can see by other complaints I am not the only person with this problem with appointments. I don't know what good sending this will do, but I feel I need to express this terrible customer service that I have received.

So I called GE direct. They said they would be more than happy to help IF I could prove how much service we've had done on this washing machine. So I called Sears. They are completely and totally unwilling to help. The first 2 or 3 representative said "sure no problem" and kept transferring me up the ladder. Finally got to the last person Brittany operator ID **, I would need a court order for a subpoena to get those records. Are you guys serious about this? A subpoena to get the dates and what was done just so I can show GE what all has happened to my washer?

Upon delivery of my mattress exchange the delivered mattress was damaged. The plastic bag was ripped in a several spots therefore dirtying the fabric of the mattress and it had a big ripple on one of the edges due to it lying in on its side vs lying flat during shipment. I called Sears up and told them I refused the mattress and please send me out a new one. The lady told me that they have to receive the mattress back before you can place another order. I hung up and called back. The next lady was able reordered the mattress and that I would have it in a few weeks. I was told that it would be delivered on such and such date.

The date came. I called to see where it was and found out that it was never ordered. Sears reordered me a new one and it would be delivered in a few weeks. The second mattress came again damaged. This time it was ripped. I called Sears and asked if they would send out another one and the lady told me that they can't do anything until maybe tomorrow and to call back. I am very upset with Sears service and when you ask to talk to a manager, they tell me there is no one there for me to talk to. At this point I am so frustrated and disappointed, I would like Sears to pick up my old set and refund me my cash and my rewards money in cash that I used so I can purchase from a company that give a care about customer service. I will going forward recommend that you never purchase a mattress set from Sears, EVER.

Sadly I have to say the day I was told for shoes to arrive passed and never arrive. Even my husband birthday passed and shoes never arrive. I decide to visit the store but now with my husband and explain what happen. When I arrive to the shoe department for my surprise the shoes that I want were now available in store. I explain my problem to the employee that was working in the department. He told me after they verify in system that the reason the shoes never arrive was that the address that show in system was not same as the one on my bill, on my Sears account or the one I provided. It was a mystery for him. I ask him that if I can get the shoes that I already pay from the store since they were availed but he told me that I will have to talk with the manager.

I move from that department to the second floor of the store since I was told that at the moment the manager was in a meeting. Almost a hour later of waiting in front of the office the assistant manager show and spoke with me. She let me know that she didn't have the authority to take a decision of offering a credit for what I paid or provide me with the shoes from the store. That I will have to wait for her to discuss this with her manager and once she had a respond will be in contact with me. She give me her business card (Jacklyn **) and request my full info to contact me. I have to say this conversation was last Friday and as of today I have not been contact. I will like to know if this is what "customer service" this days is suppose to be at Sears.

November 5th no call yet from Sears outlet. I called Sears outlet around noon and talked to warehouse manager. Said they couldn't find it nor do they know where it was shipped. Manager told me to call and ask about my fridge at the main warehouse in AZ. I call head Sears, no one knows where my fridge is. Living out of a cooler at this time. Contact Sears and get put on hold, told to cancel my order and get a "new ** fridge and stop worrying about it" from customer service. November 5th 3 pm after being told multiple times I would get a call back and being placed on hold for hours. I talked to Sears outlet manager again, she explained that somehow the fridge was resold on the 27th of Oct. Fantastic.

She tells me, "I will call you back. I'm going to talk to my district manager and see what we can do." 8 pm November 5th get a phone call stating that she found a fridge and is in better shape than the one I purchased at first. I say, "okay let's get that one." Tells me she will call me back. November 5th 9 pm finally calls back to tell me that I cannot get that one due to being too much over what I originally purchased. I explain in a calm voice that "this is unacceptable. I didn't sell my fridge. You did. Figure it out."

Nov 6th ordered a new fridge. Should arrive 12 days. Nov 19th fridge is supposed to arrive, wait around all day nothing happens. I call Sears outlet around 5 pm. Manager doesnt know where fridge is, states "I will call you back later." Nov 19th 8 pm Fridge got shipped to another state New Orleans. I tell the manager I wanted to talk to the head manager and not her. Nov 19th 830pm. Head manager ** called and talked to me. Asked if I could give him one more day to figure out everything after threatening to go to BBB.

Nov 20th Manager of Sears outlet calls upset. She tells me she cannot do anything and is going to give me gift cards due to when the first fridge went missing. She cashed out instead of putting money back on my debit card. So now if I wanted to go to another store I couldn't. I had to go to another Sears and spend an extra $230 which I didn't have to spare on a fridge so I could have a fridge. This is unacceptable and I WILL BE GOING TO CORPORATE.

Following up on that, I myself called to complain about the wait. I must say that every one of the phone spice reps, with whom I spoke were polite and friendly and seemingly tried to resolve the problem. Well, for Sears, talking about resolving the problem and actually solving the problematic two entirely different issues. Nothing more than a "Sorry, but we can't do anything." I was told the only thing left that I could do was write a letter... No one else was empowered to solve the problem. In the end, the whole situation is reminiscent of the scene in Planes, Trains and Automobiles, where Steve Martin approaches the rental car counter only to be told "You're **."

This is the first time in all this years that I've felt cheated by Sears and it will be the last. With the advent of Lowe's and Home Depot carrying a good selection of home appliances, I will simply take my business elsewhere...permanently. All I can say, going forward is never again! If I could have put "0" stars, I would have, but 1 star is the lowest. Goodbye old friend.

A couple of days later, I got a phone call telling me I needed to call the installation dept. to get a refund. I talked with that dept. then a couple of days later. (This morning) I get a phone call from someone from Southeast Asia, telling me I needed to talk to someone from the installation dept to get a refund. WHAT!!! First of all this guy called me at 5:58 AM. Pacific time. Is that even legal? When I got to work I called the installation dept again, my refund is in the works. Just so you all know a REFUND takes 7-10 business days I was told. BE very careful ordering online. I don't think any of this order was done in the states.

With the time taken off from work we could have purchased a new dryer by now, but beside the point taking 4 days off in 3 weeks and still not having a dryer fixed is crazy. And this does not guarantee that the next drum is usable. Personally, we have has some other problems when we ordered items from Sears Online and we do not recommend nor will be purchase our kitchen appliances (doing a full remodel) and lawn tractor and will spend our money at a company that cares.

Today, a week later, I still am out over $200 dollars (the cost of the camera) and have no camera and it is pointless to speak with them because they don't care! On top of it all, shortly after the incident (within the same night) my card was being used at gas stations for an $80 transaction and two $200 transactions! What a coincidence no? Buyer beware! The fact that no one at the store cares or is trying to do a darn thing about this is frustrating. On top of it all, I ask and ask for contact information to the manager's supervisor and they refuse to give this to me! I will NEVER shop at Sears again. This is the only place I ever shop at because I don't like crowds but I will stick with crowds over SEARS! No wonder they are going under! Honestly, they should probably shut down if this is what they do! To not give me numbers to a supervisor is just downright disrespectful!

I called them back immediately and got this "Spanish voice mail". Short story is this: My husband and I put it together at 5 PM and they never returned (after several calls to the delivery team and to Sears) to set it up. Sears told me the delivery team will call me and "make it right". So we will see. DON'T BUY ANYTHING FROM SEARS THAT WILL REQUIRE DELIVERY. HORRIBLE!!!

I am going to have to take off another day from work for the next appointment. That's 3 days lost wages for their incompetence. I took the time to research the correct part number and gave it to the scheduling person so the correct part would be delivered. Next appointment is scheduled for 11-25-15. I really don't have any confidence that they will get the job done.

A few yrs ago, the washer quit working. Called, set up an appointment, tech said needed a new motor. Another day off work, tech put in new motor. Machine worked fine until this past April 2015. Began leaking and wouldn't spin clothes out completely. Tech came out, (A & E) replaced transmission and clutch. Worked better but not like it used to. As are so many people, I am extremely busy (work 2 jobs, single mom, involved in church activities, etc.), so I just accepted the not 100% functioning, figuring it had some age on it so as long as it was working I was good. Started leaking in August. September, started not spinning out again. Sometimes had to restart spin cycle 4-8 times before would spin at all and even then was not a full spin.

Called, had tech out in Oct. Complained the whole time he was here about how overbooked he was and how time consuming all his jobs were. Told me the leak was from my drain pipe (lived here 13 years, never moved the drain pipe from its original positioning and it's suddenly leaking??!) and my clutch was bad but he didn't have that part so I would have to reschedule. It is now Nov. 21, 2015. I have STILL not got a functional washer, but have lost several day's pay myself, and my son has lost a couple as well, as I would have been FIRED if I kept taking days off. They have replaced the clutch,(AGAIN), the tub, and the timer.

The last guy that came out (this past Tuesday, when my son took yet another day off) ordered SEVEN HUNDRED SEVENTY SIX DOLLARS worth of parts, some of which are the same ones already replaced twice since April, told my son that Sears was pretty foolish if they didn't just replace the machine. Also said the drain pipe is NOT the problem with the leaking. It is a seal!! For the love of Pete I could have one of those high-end sink-on-top digital machines for what they have put into this nearly 13 y/o machine and they keep giving me different stories about replacement. First I was told I had to have 3 service calls before replacement, then it got upped to four. I said "But I have had literally like 6 people or more out here since October" to which they replied "Well yes but the repairs didn't get performed on each visit, so it doesn't count."

Sears used to be wonderful, I have spent literally thousands and thousands of dollars there, as did my parents and aunt. I will NEVER shop there for anything again. I now have several boxes of parts sitting by my basement door, and ANOTHER repair set up for Black Friday!! If I was a suing type of person I would take them for whatever I could, because any judge would see what's going on here. However, I cannot afford to take the time out of work, nor can I afford to lose my job, to pursue that avenue. I can only warn people: Steer clear of Sears!!

My question is, why can't the repair person dx the problem with the dishwasher? Why do I have to tell a person on the phone what the issue is? Because I have no idea what I'm talking about... "It doesn't work" is all I know. I am not a repair person. That's what I am paying you guys for. Next week is Thanksgiving and I feel certain it won't be repaired before then. Oh and when I "chatted" the 3rd time I was told they could not reschedule the appointment that was for earlier that day... Does that make any sense? I didn't need them to reschedule. I need them to come back out and fix the dishwasher.

The second tech called an hour after to say he was on the way but that it would cost me another $60 even though both appliances were on the same work order. When I told him that he said okay and then called back 20 minutes later to say his boss said not to come unless I paid him $60. I told him I would call Sears and have them tell him that I didn't have to pay him. When I called Sears I was told that the tech took it upon himself to CANCEL THE APPOINTMENT. I was transferred numerous times after that until someone put me on hold and then hung up. When I called Sears again, I was transferred a few times before speaking to someone who told me a tech would come to my home the next day (today) between 10 and 2pm. I took a half day off of work today and when I called Sears to make sure the tech was coming, was told that the tech would actually come at 2:30pm because of some delay.

I had to take the full day off of work and called the home warranty people at 3pm when he still hadn't arrived and was told that he is now expected to come between 4 and 5pm today. I have now taken TWO days off of work, have only had one appliance checked out, and the technician wasn't even allowed to order the parts he needed to repair the appliance, have had one dryer tech cancel an appointment and have had another who is extremely behind but does not have THE DECENCY TO CALL AND LET HIS CLIENTS KNOW and have yet to have my second appliance checked out. Do NOT get this service unless you have no job and all of the time in the world to wait for technicians and to call the home warranty center multiple times only to be transferred and hung up on.

Original Review: Nov. 18, 2015

I ordered a coat because it wasn't in stock at the store. I had the people who work there help me with the order. The order came really quick, but there was a big problem. The ups guy left me a note saying I wasn't there. I tried to get that changed but when I called Sears they directed me to at least 6 different people saying my phone number and order number was incorrect. "I have the receipt," I told them and they said, "Sorry we can't help you because the numbers aren't correct." They are the ones who did the numbers not me and they also told me to return the item. I need it with me. How can I return the item if I never received it. Please don't order from Sears unless you want to get scammed out of your money. This is the worst experience I have ever had ordering from a company. I will never order from them again.

This was approximately 10:30 A.M. and now the time is noon.

As I left the store I ask her to give me her name (Note her first name was on a name tag which I guess she forgot she was wearing) and she informed me. She never gave out her name. I would think SEARS would want the service provider to make every effort to assist and follow through on information provided and this would definitely include the service person's name. Why would you not want to provide your name? Again the location was: 1415 S Nova Rd, Daytona Beach, FL 32114 and per the salesperson's name tag her name is **'. Sears has always been an American Business Name that could be counted on. This type of services from SEARS greatly diminishes this idea.

He called my cell phone and told me he could come tomorrow between 1pm and 4pm. He told me to call them to make another appointment which I did right away, again I was very specific. Now I just called to confirmed with them as I did not receive an email and they told he is not coming today but tomorrow!! I see red right now!! It's absolutely not normal!! Customer service sucks especially if your call is routed to a foreign country. Not only they don't understand and repeat like robots but on top of that they tell you how stupid you are. SHAME ON SEARS!!! You will not have my business anymore!!!

The box springs came a couple days later. The delivery window was from 5pm to 7pm. The delivery drivers called us at 2:45p.m and said they were ready to deliver the mattress. My husband explained he was at work and could not get off to be home. The drive hung up on him and called back ten minutes later to say we needed to reschedule. I called customer service. I asked to speak to manager three times and the lady on the phone said she was unable to transfer me. I was then transferred to a gentleman who called himself John. He said he was the supervisor of the delivery department.

John stated that he does not know why my ordered was scheduled between 5pm and 7pm because their truck was only scheduled to be out until 3pm. I stated that I wanted my box springs at 5p.m as stated and that I cannot take any more time off work for their mistakes in deliveries. At 3:15pm, John stated there was nothing he could do their truck was back at the warehouse. I asked to speak to his supervisor or manager and he said he didnt have one. I stated I wanted to cancel my order and he said I would be charged a cancellation fee.

My husband and I spent hours on the phone with customer service trying to get a manager or someone higher up to help us with our complaint. We were told that there were no managers available or that the person on the phone was unable to transfer us. We called the store where we purchased the mattress and it was the same thing. The manager Carlos was not available or hung up on us. My husband called corporate and we were able to get a hold of someone and she said she would mark this as a level one complaint and the store manager would have to call us back in two days. It has been five days and Carlos has not called us back. When we call the store we sit on hold for five minutes only to get hung up on.

It has been a total of 17 days since we first purchased the mattress. I have a damaged, wet king size mattress sitting in the bedroom against a wall because I am unable to use it and I do not have box springs for the mattress. I am out over a thousand dollars. I have tried over six times to get someone who can help me or to talk to a manager and Sears has not called me back or responded to any of my complaints. I would never buy anything from Sears and I encourage everyone that I share this story with to boycott the company as well. They have poorly managed employees, terrible customer service and upper level management that does hold themselves accountable.

The next day, I phoned back and was told that Sears no longer had service tech's in my area, so I would have to arrange for a private contractor to come in, do a diagnosis and a report and fax it back to them. I did so, and followed up with a telephone call. I was again told not to worry - the issue was considered an emergency, and I would be hearing back with a resolution within two business days. On June 11, I received a call fro Sears Buyout Dept., advising me to attend the local Sears catalogue outlet store with a copy of the model and serial number, which I did. The manager of the store informed me that she could do nothing until I brought in the old tank, along with a receipt. I told her that I was instructed that a copy of the model number and serial number was all I needed. I also told her I did not have a receipt, since I purchased it through the catalogue, and that the purchase was still active, since I was still paying for it.

She said she was sorry, but she did not have the authorization to proceed. I then came back home and phoned Buyout again and explained the situation. I was told that I did not have to bring the old tank in and was again assured that the issue would be resolved and someone would be calling me back within the hour. I waited for a couple of hours and phoned back. I was told that I would be hearing from them within two business days. The next day, June 12, I phoned Buyout again. I was told that the local store manager was on her day off, that they would be contacting her the next day.

On June 13, at approx. 3:00 p.m., I phoned for an update. I was told that the manager was out for lunch and I should expect a call from her by the end of the day. At approx. 4:30, I again phoned Buyout to see what was going on. I was told not to worry, I would be getting a call. Finally, at about 4:45, the local store phoned and said they had ordered a new tank and it would be in on June 20th., and I had to make my own arrangements for pick-up and installation. I called Buyout and asked if the tank could be delivered. I was told no, because I had not paid for delivery of the original tank. Had I done so, they would have delivered free of charge.

My wife and I are senior citizens, and live in the country. We have been without hot water since June 09, and will not have our new tank for another 6 days. I have to make arrangements to pick up and install the new tank at my expense. All of our major appliances have been purchased from Sears. They used to have their own repair services locally, but now service is non-existent. If that is the case, the client should be advised at time of purchase that service for warranty purposes are not available. We purchased a fridge and stove just last summer with an extended warranty, which, judging by my current experience is useless. I will never buy another appliance from Sears, and my recommendation is that no one else should either. At the very least, I feel they should have had the water tank delivered from a Sears store which had the tank in stock. Thank you.

Now after a year later trying to follow up with my order, Sears says they can't pull up my record on the second washer at all and refuse to refund me my money. They kept transferring me to numerous people but no one was able to help me. I even went directly to the store myself to see if they could help. After hours of waiting, still no help. What am I supposed to do to get my refund?!!! That's $600 of hard earn money that just basically got stolen from me. Now I'm stuck with this credit card balance from Sears and no washer to show for it. This is terrible service! I will never ever buy from Sears again and I encourage others not to either!!!

3. "Perhaps you should buy one with the plastic interior that way you don't have to worry about rust."

Yes, I am not kidding. These were the responses. I've gone back to the Sears store where I purchased the machine and they were shocked at the pictures I showed them. When I commented on the responses from customer service, their reply was, "We really don't have good customer service, wink, wink." I guess this is going to be my one and only dealing with Sears stores.

Then the bomb hit. The day came for the dishwasher to be delivered and installed; dishwasher came, no installation was ever scheduled. So there we were with 2 dishwashers. Back on the phone I went with Sears "customer service" for hours over a period of 2 weeks. I was bounced back and forth between representative and installation, and no one could help me. I even called the store and they claimed they were trying to help me resolve this as well. I only wanted what I was told, nothing more. Then I started getting notifications that pickups were being scheduled to come to my home that I never authorized. Twice I called to cancel these and of course the delivery driver still called me the day of to let me know when he'd be coming; talk about inefficient! The deliveries that I never scheduled in the first place were never canceled even though I called.

I was exhausted with the runaround Sears was giving us so I decided to take a break from the process. A MONTH went by and I heard nothing; nothing from the store, nothing from customer service, nothing from installation, nothing from anyone saying, "Hey we're working on this." I honestly thought Sears forgot about the whole thing. Then a few days ago, the unsolicited delivery schedules and barrage of phone calls started again. Nothing about the situation has been made better or has even been remotely resolved. I am VERY disappointed with this entire process from the store on up through management. We will NEVER buy anything from Sears again and I have been sure to tell anyone I see about the deplorable way we have been treated. This started because the dishwasher was delivered damaged in the first place and now we are paying the price. I only want what I was told, nothing more. I can see why Sears is losing business.

Even stranger, the item STILL showed available on their website during this call, for an even lower price than I had paid. After being told they couldn't help me, I went online and ordered from another company. Clearly Sears simply didn't want my business - a shame since I am quite the shopper/spender with the holidays approaching. I won't be wasting my time with Sears anymore after such a nonsensical run around for no apparent reason...

The third party repairman came out that day and said he had to order a part and couldn't return for another two weeks. He returned and fixed it but within two days it stopped working, again. When I called, I was told it would be yet another 2 weeks before anyone could return. I got a local repair firm involved and long story short, we lived out of an ice chest for 3 months before ANYONE got it right and it turned out to be the evaporator. I served my guests at Christmas out of that ice chest.

To add insult to injury, I couldn't even get reimbursed for the lost food because I was told I did not buy an extended warranty... even though the breakage took place during the first year which was under manufacturer's warranty. Now, 1 1/2 years later, we've been living out of that same ice chest for 3 weeks trying to get the damn computer replaced. This time we bought a small refrigerator to help ease the frustration. Bottom line... customer service does not exist with this company. BUYER BEWARE!!

They said 3 to 5 business days I will have my money. I called later that day again and was told the same exact thing. I ordered this on a Monday. On Wednesday I called again. Now the whole reason they canceled my order was not because it was out of stock, but because they could not authorize my payment was why it was canceled. By this time I am really upset. They told me to take it up with PayPal. They sell stuff that they do not have in stock, then you have to fight them for your money. Thank goodness I used PayPal. And you do not get customer service here in the states. I have no idea where their call center is located. I asked but they ignored my question each time. Would had been great to talk to someone that I could clearly understand. I would say if you want something from Sears go to their store not online.

I only shop Sears for 45 years, at an authentic Sears. The PC showed deliver to my home installation and closed ticket but no delivery. The management was out after 3 today. Nobody to call but the call center and God bless Felicia #**, your next customer service supervisor, she found the lies and generic paperwork. She works tomorrow at noon. Then I find out the washer is a floor model, yet Sears said they paid full price. It was not delivered as promised in October pending the pedestal. Due to Kenmore washers/dryers being junk via your qualified people, I opted for LG due to lack of tolerance for months worth of begging.

Now I have no delivery, a dryer that takes 2x to dry. Service says pull it out and vacuum since the call center failed to make work order yet some parts were delivered. Now I have a broken washer and almost broken dryer and a communist warranty department incompetent to understand the cost of the labor is more than the set and the cost of the parts are more than the set. Are they bankrupting the company with waste? A loss of long term customer base.

I have 2 years of notes on this, a Valentine's gift delivered 2 weeks after. Broken insides rebuild instead of replacement in May 2013. Its all in the notes. Total disregard for myself or the tech saying, "hey man the insides are torn up." They ** around so long I can't even get a Kenmore so now I have to have a mixed lopsided set. You should be proud. My husband is sick. $2600 for sloppy. It was to ease stress in chores and illness. But instead I am on the phone all the time.

So I am reaching out today to some because I stripped my bedding for a sterilization and no washer or dryer that stays on long enough to dry, to sleep in clean sheets but I can't so I am trying everything on this sight. Reached out to Twitter, Instagram and Facebook. I have a warranty until 2018. How hard would it be to bring a sick woman a washer and dryer to clean her clothes. Its not welfare just what I deserve. Please review my file and hear what Felicia has to say. I will light a candle that I get a washer dryer this week from a real Sears store. Not a home store. Cancel that, it appears they lied on delivery.

My first appointment was scheduled for Oct. 17, 2015 between 8 am-12 pm. I received a call first thing in the morning that they had to cancel my appointment because the technician had called in sick & it is a two person job. I was surprised because the last time I had my cooktop repaired only one person came. The technician on the phone said that he wasn't familiar with my repair & that's why he needed the second person. Okay, I rescheduled for the following Saturday (10/24/15) I was to be the first appointment. Unfortunately, I had to cancel.

When I called to reschedule (because I cancelled after hours) they told me I was already scheduled for 10/31/15 between 1 pm-5 pm. I asked who had scheduled that appointment because I hadn't, they could not tell me. I said that didn't work for me so they offered me an appt. for 11/02/15. I explained that I could not be home. They again offered me the same date as that was the next available appt. I again said I could not because I would not be home. I was frustrated & just rearranged my schedule to get my cooktop repaired on 10/31/15 because I remembered my previous experience, the holidays are quickly approaching & I NEED my cooktop fixed.

On 10/31/15 @ 1 pm a technician arrived, I was so happy. He arrived in a A&E service truck. I do not recall the technicians name nor did I memorize his id number. Needless to say my joy quickly ended as the technician informed me that as he pulled up to my home, he received an email stating that the part that was delivered to my home (almost 3weeks prior) was not the correct part & he was not to install it!!! He could immediately see my anger & tried to reassure me by letting me know that the correct part had been ordered & expedited & he was picking it up on Monday (11/02/15) morning & would be able to return to my home Monday evening. As this was not this technician's fault, I thanked him & he reassured me that he would text me prior to his coming on Monday. He also thanked me for not taking out my frustration on him as most people tend to do.

Needless to say I never heard from that technician again. I still had hope, perhaps the part had not come & I would hear from him mid-week, NOTHING. I called Sears on 11//09/15 to inquire about the repair of my cooktop. I explained to the customer service representative everything that had happened thus far. She seemed empathetic, but she had no information aside from my first appointment on 10/17/15. NOTHING!!! It is as if none of this other stuff happened. She asked me for the name & ID number of the one technician that had come to my house. How or why should I have that information?! Shouldn't Sears know that???

She repeatedly asked me for this info, I became frustrated. She then told me that they had to do an investigation & would get back to me in 24-48 hrs, I told her that was unacceptable & became more frustrated. She informed me that no parts are on order for me & that I have an appointment scheduled for 11/14/15. Again, I did not make an appt for this date, I do not who did. I do not even know what time it is at?! I requested to speak with a supervisor. The supervisor was named Susy, she was useless. She also questioned me as to the name & ID # of the technician who came to my house. I again stated that I did not know that was my responsibility, I would hope that Sears was aware of who they are sending to customers homes.

I am now worried that I allowed someone I should not have into my home, thinking that Sears was on top of this. Initially, Susy stated that a part had been ordered for my cooktop on 11/08/15. Based on our conversation thus far, something didn't add up, she claimed that the only time a technician came to my house was on 10/17/15 - this was incorrect. She stated that technician is the one who scheduled my next appointment on 11/14/15, then Susy stated that on 11/08/15 a part had been ordered for my cooktop. None of this information makes any sense & I questioned her about it. After going back & forth with Susy, Susy hung up on me!!!

I wish I had never purchased anything from Sears & will never again. I have been a customer for Sears for many years. I have purchased, range hoods, lawn mowers as well as grills from them. I have never needed anything serviced by them before. I purchased a warranty for a reason, but can't get good service. Bottom line is my cooktop is still not repaired. My recommendation: SHOP ANYWHERE ELSE EXCEPT SEARS!!!

I still did not get a receipt. Two days later the installers came and were adamant that they could not install the washer. They had to take out cabinetry, move plumbing, and take out a wall in my finished basement... All to REPLACE my broken dishwasher. I said cancel the order and asked for a receipt for the cancelled order. Again was told everything was electronic and that we would be refunded our money in 3-5 days. No refund came. I called the customer care center. They had no history of my transaction. That is because they had my purchase under my mother's name. The address was a Florida address (I live in Indiana), and the phone number listed was my spouse's.

I did not in any way, shape, form give them my mother's name. I do not know anyone that lives in Florida for them to have the address they gave me in Cape Coral, and I never gave them my spouses number for contact. I kept asking the numerous people I spoke with how they even had that information?! And I was not answered. They would not answer me because they said it was privacy issues? Whose privacy?! Mine? Because I am asking how that information is on my case. I have been on the phone speaking to numerous people - Abdul, Chelsea, Lori, Danita... Those are names I can remember - asking for at least a receipt to say that this transaction took place.

I finally got an emailed receipt on 11/3/2015. On my receipt they have a person's name, address and telephone number on there that is labeled the purchaser (I am the purchaser! And I am contacting this other consumer to let them know that Sears is putting their name address and phone number on consumer receipts!) and then my name and information under that as the customer! What?! I cannot tell you how many times I have given my sales transaction number and my credit card information to Sears to obtain my refund and still nothing. I was told that I would be sent to the "Escalation department" and that I would be refunded my money immediately. Still no refund.

I spoke with John and Angela at my local store in Greenwood, Indiana and where the dishwasher was purchased in store - not online John; I was told that my refund was "released" by Sears. I was told by Angela that this means that the bank has our money. I called my bank and they have no record of Sears contacting them in any manner to establish a refund. At this point I will be going to the store and have them actually scan my card in the system instead of relaying information over the telephone. I will wait for a while longer but if no refund comes I will have to go to small claims court and pursue legal action. All over $726.20. I want my refund.

I called to see if we could get a technician to install the board earlier because we have been without a washing machine for over 2 weeks. I got transferred multiple times with the Sears Home Services customer service. They hung up on me 2 times. I finally got to talk to Rich (who I could barely understand) and asked to be transferred to his supervisor. I was transferred to Ed. Ed was totally unhelpful, very rude. I asked to talk to his manager. I was told that he was the "highest authority". I guess I don't believe a customer service manager is the highest authority. So, I am still without a washing machine for another week. I would not recommend using Sears Home Services. They were horrible to deal with!!!

At 4:30 pm, the repair guy calls and tells me that my appointment is rescheduled for the next Tuesday. I'm not available on Tuesday, so I call the office and reschedule for two weeks later. It's the soonest they have. 1-5 pm again. Take the day off work. At 4, I call the office. The repair guy isn't answering his phone, but we're "next on the list. He'll be calling you real soon." At 4:50, I call the office. They still can't reach the guy, but they have someone else who's a 90 minute drive away who can come at 7:30. Since I have plans, I politely decline. The next available appointment is two weeks away. I ask to speak to a supervisor. A supervisor comes on. Doesn't care. Nothing can be done. Take it or leave it. I left it. Never again with those guys. It's a month later, and I still have a broken dishwasher. #idiots

I am so dissatisfied with Sears. I warn you do not pick Sears, you will be sorry. They are a three ring clowns in a Volkswagen act to the tenth power. They have gone down in service. I was a 25 year, 20 item master plan whole house warranty, I quit Sears. You have made me an unhappy riled from anxiety ex-customer messing with your company. Thumbs down. By the way, the maintenance consisted of wiping the screen and checking the connections, because there was not anything wrong with my televisions. The technician said he couldn't touch them because if he broke something he would have to pay for it.

I showed him over ten years of renewed policies that I still had and even that made no difference. A 25 year customer and he couldn't wipe and check the connections for fear his boss. 3 years ago, my refrigerator was leaking and destroyed the floor under it and I turned it into my sears warranty and they wiggled out of it and I had to put it on my homeowners insurance. LOSERS... master-protection

The first indication that I received a fake was that there was no matching product number on the box with the serial number that was on the Clarisonic, which is supposed to be on the box. There were unforgivable spelling mistakes on the product description on the box as well. Things like "once those obstructio ns are removed" and "apecifically designed to work" left no doubt in my mind as to whether or not the device was authentic. The packaging didn't even look like it was supposed to, after further investigation.

When I contacted Sears I got frustrated at the difficulty of getting a real customer representative through the phone and so I used their chat service. I explained the item was counterfeit. It was very clear they wouldn't deal with that issue and so they treated it as just another item that needed to be return

Buyer be aware. Sears facilitates the sale of counterfeit items through their inaction. The counterfeit item is still in their marketplace being sold to unknowing buyers, with money going into the pockets of these fraudsters who profiteer from deceiving people. This seller sells all sorts of products. They seem to do particularly well selling Fitbits at reduced prices. I can't say that all their merchandise is counterfeit, but the item that I know was counterfeit hasn't even been removed from the marketplace. In my opinion, Sears facilitates this sort of fraudulent transaction by turning a blind eye when counterfeit items are sold and allowing these types of sellers to continue to profit with fake merchandise.

I received all my money back without needing to return the item. Though that seems rather unusual, I'm glad I didn't have to go through the trouble of mailing the item back. I imagine a buyer is less likely or able to take their complaints further when they have been fully reimbursed. The problem is that there are most probably many folks out there who purchase items like this one and have no idea they were ripped off. To me, this being my first and last experience with Sears, it seems that Sears provides a platform for this to occur. I hope my review can help some people not to be defrauded in this way.

My whole point in writing this is to let you know that Sears has no problem taking your money, but they will deliver whenever they feel like it. They won't communicate with you and expect you to miraculously know the status. The customer service representatives are not helpful either once you actually call. You have to speak to a supervisor to get any real answers and even then, don't expect any results. Here I am out of over $2000 without my product until they feel like delivering something that I deem as a necessity. Sears has not been a reliable company for me.

Then at the end of the day they told me that the Tech. got tied up at another job, and would not be able to come and they would have to reschedule. Would you believe that NOV. 30, 2015 was the earliest appointment they had available. I have a very hard time believing that sears is still in business after seeing all of these complaints!!! I Had TO TURN DOWN A JOB OFFER just To wait for THESE PEOPLE TO COME! Are They Going To Compensate ME FOR THE TIME I HAD TO TAKE OFF WORK? I paid $2,100 for that KENMORE ELITE. Are they Going To Reimburse For That? I am Very, Very DISAPPOINTED IN This kind of service!!! This situation needs to be resolved. There are so many complaints I have read and it seems that no one from The SEARS corporation cares about their customers or customer retention. I know that I am no longer a fan of sears.

My wife went nuts and called the Protection Agreement people. She got nowhere. They evidently are located in Arizona (we are in California) and it was a waste of time. There was nothing they could do. The person she spoke with, a two-month employee, claimed to not know the name of that person's supervisor. Very impressive. The people at the local Sears store said they could not do anything about it.

Do Not Waste Your Money on a Sears Extended Service Agreement. Totally worthless unless you can get by without the use of a refrigerator for 10 to 14 days. Never mind the foods we lost. An ice chest will not keep refrigerated food for any length of time and certainly not any frozen foods. Think twice about Sears--they were the ones who picked this "out-of-state repair vendor." I would recommend your local brick and mortar store or Costco for your next appliance purchase. Last time for this store and their worthless extended repair contracts. This is very unlike Sears practices from years past. Ugh!!!

When I asked why tech says "When I tag your fridge SEARS will replace it for free!?!" I asked again what needs to be repaired? Tech said "You don't want to know it will cost you"? I repeated twice "what exactly is wrong with the GE FRIDGE? & SEARS is going to replace it with what? For free?" He said "That's above my head. You need to call Sears and ask them b/c my laptop is dying. I need to go to my van and charge it!"

I called Sears Repair, asked for a SUPERVISOR (Jen) came to the phone 6:30PM-ish. Tech still in van (apparently Jen says tech is typing (a lie) to SEARS Repair that I, "the Customer" have DECLINED ESTIMATE!?! "Unbelievable" b/c tech still has not given me an estimate as of yet, nor has he told me what has happened to cause the GE issues for the loss of cold air!

The SEARS REPAIR-SUPER (Jen) asked to speak with Tech ID # ** CLE OHIO. When tech returned to the door I let him know (Jen) SEARS Repair-Super would like to speak with him, the tech turned to his equipment picked it up and said "I'm outta here!" Tech then, (while I'm on the phone telling the tech she (Jen) would like to speak with him) tech walks down my driveway gets into his service van and drives away! If this is SEARS business practice you're done! GRADE F-.

After doing my OWN investigating I found out the part was shipped to us UPS and when the part was shipped our address was put in the incorrect spot and that's why we hadn't received it. I had to track down the package with UPS and my husband had to go pick it up. After going through customer service and a supervisor I was told that their system had not been updated to schedule for the repair and therefore someone could come to our house on MONDAY. So we have now been without hot water TWO WEEKS. The supervisor was very rude and I will never do business with SEARS again.

At 2:00 pm I called back because I had not heard from a technician. I was told my appointment was between 10 and 2. When I pointed out that was now 2:00 and I had not heard a word; I was told the tech was running late. The tech finally showed at 2:45 pm, came in looked at the appliance and said "I thought it was an over the range unit, I can't help you. We need two technicians and they only scheduled one. We will need to reschedule." I mentioned this was on a Friday, so I had already taken time from work. This I stated to the tech, I cannot keep taking days off. He rescheduled the appointment for the next day (Saturday) between 8 am and noon. So I waited on Saturday (I called at 9:30 am because I had not heard from anyone). During the call I was told my appointment was between 8 - 12, the technician would contact me. So I waited until noon. When I called back, I was told that no technician was scheduled for my appointment.

Can you imagine my surprise? When I explained that I had called earlier to check, no one had informed me there was no technician assigned (let alone two as I was told was needed). The representative apologized and told me that they could reschedule... I was quite annoyed at this point. The rep offered me a $20 gift card for my inconvenience. This is now the second day and nothing is done. I did ask to speak with a supervisor, who told me he would look into it and call back. When he called back he said the routing department did not see my appointment (it wasn't on the schedule) therefore no technician was assigned (though I received an email confirmation).

I asked if anyone had bothered to look when I made the first call at 9:30 am. Why wasn't I informed then that it wasn't on the schedule. Well that is all he could tell me and could reschedule for another day. I asked to speak with a manager and was told that the manager does not take calls. The supervisor stated he is the last person I could speak with and he would reschedule for me. I was at the mall Saturday evening and noticed Sears had a treadmill on sale, I was definitely in the market to purchase one. So I called the Sears rep to inquire about the $20 gift card that I had been offered by the rep, to see if we could apply it to the treadmill purchase. I was told there was nothing in the file about a gift card of any amount... FRUSTRATION!!!

Back to the microwave: We rescheduled for Monday between 1 and 5 pm. I enlisted the help of another (I needed to go to work)... my brother waited for the tech on Monday. When the tech (one) arrived he evaluated the microwave and said they needed a different part, it needs a new door. He will order the part and come back on Thursday. Today, Thursday, I called to check on the appointment time and was told that my appointment is on Saturday between 1 and 5. (I have not received any email confirmation for Thursday or Saturday).

I am furious, one because Sears has not kept me informed of the changes (of which there should not have been so many), only when I call to inquire is when I get information. And two, this is now the 5th appointment, when does it stop. Your reps act as if this is par for the course, well not my course. My major regret is that I now have a kitchen full of Sears appliances, if not I would most certainly go to another company. I am expected to spend my Saturday waiting for a technician again. Will he show up (at what time) and will the microwave ever be repaired by one tech or will they need two? I am so upset, I hope this has outlined the events but I do know that when I'm upset I may not have given all the details. Please let me know your thoughts. - Frustrated customer

I chat today and credit card issue was solved, but item was not in stock, so they were not able to sell it or to do anything for me... Then I call and ask for a manager, Steven. He said I did have one in stock. I have him all my credit card info and personal info as well by phone and at the end he say, "I don't have in stock, not able to place the order for you." Ask him for a price match. He said no, he only offer me a 15% discount on a similar item. I can get at least 20% with coupon at the store, either way.

After telling him what trip told me and offer me two days ago, he just apologize and say that he can only do that. I did save my chat with rep but that doesn't matter. This is a minimal thing. How can a manager cannot work things with a customer, try to please a customer. Sears you do have the worst customer service, need to improve that. What a terrible experience and waste of time. Rep told me rest assure that you will get that item at that price and you see...

I have now talked to at least 6 people over a 24 hr period and all they will do is schedule a new appointment for over a week later. I have escalated the call to a supervisor twice to no avail and they will not allow me to escalate any further and are not willing to do anything further. I find this totally unacceptable... The issue was created by the service organization and they are unwilling to accept accountability and find way to support the customer. This is the second out of two times I have had terrible service from Sears Delivery/Service in two years. I find this totally unacceptable behavior and very poor customer support.

For the 5th time, I had someone else come out today and look at it and said it should just be junked. I am spending too much time and money trying to fix it. This dishwasher cost over $800.00 and Customer Service was of absolutely no use and utterly rude. I will never step foot into a Sears again, ever. It was my first and last experience with them. Good luck to Sears in keeping their doors open. With this level of service and product, their days should be numbered.

On 11/3 Sears technician Jack arrived and in short order determined the following: He had never worked on this model finding the motherboard not was he was accustomed to seeing. Pressing on he determined the following: needed a new 3-way valve which he had with him and installed. Still no refrigeration. Said he would be back on 11/12 to fix with additional 3 parts: Valve Assy, Compressor and a Drier Assy which would be shipped in the interim to us by UPS. Hey, I have a garage, why not?

He advised us that since he would in effect be "breaking the seal" on the unit with his repairs, we should call Customer Solutions and see about an exchange for a whole new unit instead. I was thinking this was a better solution anyway. Granted we were over by 2 weeks on the 30 day exchange policy, but Sears would recognize the calamitous nature of the breakdown and given their reputation for customer service (and the fact that we purchased an additional 4 year repair warranty - $800 - total investment with taxes on the frig $3900), all would be well.

Not so, hours on phone with Sears Customer Solutions (Damian of AZ) on 11/4 provided the below listed results. Damian claimed over 20 times that he was the highest authority that I could deal with over the phone. He would steadfastly repeat that I was two weeks over the 30 day period and nothing would be done save that the repair person would proceed with the repairs on the designated date. He also said that I could write a letter to Sears Chicago (he would provide address) and seek a higher authority. We went around and around and he reluctantly granted the following: I qualified for $80 off on a mini refrigerator to be used while I waited for repairs.

Many minutes later, he said that if the repairs could not be accomplished on 11/12, he would try and see if I could get a new replacement. More minutes later, he further added that since the repair was scheduled to repair only 3 functional areas, and that I needed 4 such areas to qualify for a new machine, (where did this come from?) Well, I thought I saw a crack in the wall, so many more minutes later, I pointed out to him that a copy of the 11/2/15 technician visit demonstrated that there were 4 functional defects. So happens the technician had the 3 way-valve with him and replaced it, so - gotcha! We are down to three and I remain unqualified.

Wish the Seahawks had a front line as consistently impenetrable as Damian. I am retired and can wait around on a phone for hours. I can also spend days writing on any number of forums and addressing any number of grievance letters to any number of semi-interested parties: State, Federal, Local, public or private. I might draw the line at PETA or the YMCA, but I will dedicate myself to letting all who will listen know that Sears is not a company that listens or can be trusted. Dear reader, also be advised, that Sears regards an online sale direct to them as not being as good as one from a store visit. Records and remedies are more favorable to a face-to-face purchaser. This came to me from one of the several Customer Solutions folks I spoke with before reaching my last frontier with Damian. Sears, I need immediate action on this notice, i.e. A new refrigerator.

Finally some representative says the parts can be re-ordered and I gave her the specific address to send. I call back to follow up. Parts were never re-ordered and they had no idea what I was talking about. Each time I call I have to be subject to their non-sensical automated service that continuously brings me to a different department and then another department (or the phone gets disconnected miraculously). I finally spoke to a "supervisor" and she assured me that the technician will bring the parts with him. Well, okay that makes more sense. However, the day of the appointment the technician called in sick and they sent someone else and they had NO PARTS with him. Oh here we go again.

So Sears then schedules another appointment without asking me my availability and the guy calls me to tell me he's on his way. I told him that I was at work and the appointment needs to be r/s (if anyone is wondering, he had no parts with him either). The communication in that department is non-existent. To this day I have called many times with no help. I get transferred between numerous departments and all they do is send me emails about an upcoming appointment which I keep canceling because they keep choosing times that I am not home and I have never gotten any verification of whether or not the technician will bring the parts with him.

Also, yes my father tried to get his money back but Sears refuses because you can only do that within 30 days. What a waste of time and money! I since moved and currently live in a central air apartment with a non-working air conditioner sitting in my closet. Also, I called today, I was transferred 3 times until I was hung up on during another transfer. I hate them and this is truly the worst customer service experience I have ever had. Very unfair and unprofessional.

We have to pay for the company and this individual whom they say is a technician, who wanted to take advantage from us. We can't trust Sears any more. We bought all our appliances from SEARS and we have bought tires and have service done on our vehicles by Sears, but from now on we will take our business somewhere else. Our family has been a customer for generations but due to this will not be anymore.

Even though I was not satisfied and went through torture and also paid for that and still could use the warranty free of cost but will never do that coz I have been through enough. I don't want anybody from SEARS to step into my house ever. It's not about the money it is about the thing that they lack called 'Customer service'... Customers beware.

I question how does he know the guy is right. He said "don't worry if your oven still does not work after I install the new part, I can order a new part and try again." So I paid $95 for him to guess and waste 2 hours of my life. Remember he did not check the top part of the oven. He could not get the cover off and gave up. He apologized for taking 2 hours and suggested that I buy a new stove. When I called to complain they said they will reprimand the technician and sent an email saying they did not over charge me. The company does not understand customer service. I want my money back. Please learn from me. Do not call Sears for repair and please do not buy their appliances. They don't know how to repair them. Sad I use to trust Kenmore and Sears, not anymore. Run to Best Buy.

In the end they sent me bills that were revolving credit accounts both with high interest rates. When I spoke with the sales manager he said that was what I was approved for and the salesman may not have known. I don't believe that. If I had been informed I could have made the decision to delay the purchase or go ahead. I was not given that choice. If I had wanted to be robbed I could have gone to Joe Blows but I went to Sears. Sears is claiming there is nothing they can do about this. I feel that I have been a victim of fraud.

I contacted Sears and was informed by a very Rude person that water heater only have a 1 year warranty. I was a little confused that a major appliance like a water heater would only have a 1 year warranty, I was told that I should have bought an extended warranty. I told the Sears person that I have never bought the extended warranty from Sears because Sears has always meant quality and good service. I told him what the home service man said and he repeated that he could do nothing for me. I went online and looked up the model number of the water heater and found more than 50 complaints about the gas valve failing.

I called Sears back informed them of what I saw online about the gas valves failing on this model and asked why Sears didn't do a recall on the gas valve. The Sears person this time looked up the gas valve for this model and told me that there is a new upgraded valve for this model water heater and it would cost me $376.75. I asked since you now have an upgraded shouldn't Sears replace the old ones. He did some checking and offered me a discount because I have been a good customer over the years and offered me the part for $349.99. I insisted that the gas valve was a faulty part and I want Sears to pay for it.

After a long discussion he finally called the warranty department and found out that the part has a 6 year manufacturer warranty. I said "great order it me." Oh but he can't do that. I need to call the warranty department. So I called the warranty department and start all over again. This guy was the worst. He did not like talking to a women and my husband had to step in because he was being extremely disrespectful. I was finally able to get him to look up the manufacturer warranty on the gas valve and he placed the order. He then asked when would I like to set up an appointment to have a Sears tech come out and fix the water heater. I told him that the home service plan that would do the install. I just need the part. OH OH big mistake. He cancelled my order and told me I had to contact someone else, that he cannot ship parts unless a Sears tech first verifies that it is the gas valve.

I explained to him that the home service plan is through the local gas company. He didn't care and told me the first available date to have a tech out would be November 5th. I was getting pretty upset by now. I have been on and off the phone with Sears for over 12 hours. I said I live in Minnesota. To not have hot water for more than 3 weeks is not even funny. He finally found an appointment for October 26th, only 12 days with no hot water. The tech came out. Verified that the gas valve was bad and ordered it.

A week later it arrived. We called our home service plan and it was installed the next day. Why does Sears make things so difficult? It was a warrantied part, just fix it! Why does Sears tech have to verify the part is not working when a qualified home service plan already checked it out. I guess they just wanted the $90.00 for the service call. I will never buy an appliance from Sears ever again.

Once I got my refund I went to my local Sears Store where I was treated nicely and decided to re-order with them but delivery/installation (yes they have an installer!) not until 11/5 . I was assured I would have it by this date. All this time I'm telling them I have no oven to cook meals. So, today, 11/2, I receive a call telling me they have a "NEW" delivery date of 12/2!!! I took a deep breath and asked the sales guy to see what he could do. He called back after calling the warehouse and found that they have a backlog with the manufacturer/vendor getting these units out to them.

I have a lot of questions about my whole experience. Number one: Are they selling products they don't even have without advising the customer at the time of purchase? Number two: Why are they promising delivery dates they can't meet? Seems like a scam to hold your money hostage. I am, again, filing a dispute with my credit card company to get my money back. Unlike other people who say they will think twice before shopping with Sears, I will no longer shop at Sears. This is not the Sears company I have been used to dealing with for over 40 years.

I have been calling Sears for over a week now trying to get copies of the service orders. They will not help me. They transfer me to someone else. Tell me to email their customer service department. I have gotten absolutely nowhere with them. Sears does not care about their customer after they take their money. Period. End of statement.

On further inspection I noticed the new one required a higher voltage than the old one. The part was only like $50.00 or so. Since I didn't have the money at the time I took apart the old capacitor and scraped the contact points (they were caked over with corrosion) and put it back together and put it back on the A/C. WHAT DO YOU KNOW... IT WORKED. Not only did I save myself $50.00 on the part. I SAVED 7 GRAND FOR AN A/C!!! My condo is small (500 sq ft) and they wanted 7 grand for a first floor replacement for a $50.00 part. I've heard that A/C repair companies were scammers so that is why I went for a big company which turned out to be the biggest scammer of them all!!! The only reason I knew the voltage was different was because another company came out to do a bid and said my new contractor was the wrong voltage!!! So it was the smaller company that was honest and the trusted Sears as the scammer.

Delivery team schedule a pickup of the whirlpool washer that was delivered to me on that day without my knowledge. I had spoke with Michelle and she guarantee that they will come until the end of that day 10/3/15. I sacrifice to take off but nobody showed up. Between 10/3/2015 and 11/1/2015, I wasted a lot of time talking to delivery team about picking up the whirlpool washer and several times I took off but they don't show up. 3 weeks ago I spoke with Verlynn at the warehouse and I told her that the first available time I will be home is on Nov 1,2015, 5pm and she did schedule it at that time with a 2 hours waiting.

Today I took another day off on my part time job in the evening and the Island movers (Sears delivery team) came at noon to pick up the washer and the guy told my 14 year old boy they need to pick up the washer and he didn't even give my son a chance to call me. The guy with a number ** called me at 12 pm and I missed his call when I listen to the message and called my house at 12:08pm they had already pick up the washer. This guy took a signature of my underage son (14 years old) what a frustrating experience. I don't think I would recommend Sears anymore after this incident happen with me. I wasted a lot of my time.

On October 15, my tv once again had sound but no picture. I called service and told them I needed the same part. "But ma'am we can't order the part without the repairman looking at it." First appointment for Saturday was today, 10/31. He came and guess what? I need another panel! I have to wait another two weeks! I called "customer solutions". It is being reviewed. The panel replacement part cost 789.06 (no cost to me) in May. The service call cost is over 200.00 per call (no cost to me). THE TV COST = 500.00. I WANT A NEW TV!!! But all I get is "IT'S BEING REVIEWED, WE WILL KNOW MORE IN 2 WEEKS."

This is not the only issue I have had with Sears over the last 3 years. We bought 4 kitchen appliances, 2 mattresses and box springs, tools, etc. The delivery service and actually receiving merchandise was a nightmare. I will NEVER step foot in Sears again. I throw my Land's End catalogs in the trash. They will not get another nickel from me. BEWARE!!! Customer service is terrible!

I won't be calling or writing anymore. The amount of time I have spent is more than I would have given any other store. I don't know who you are (Xander **), but apparently the tens of thousand of dollars I purchased in the tool department and well as the near 100,000.00 I have spent on appliances and repair agreements were not enough to make you pick up the phone.

The way I was treated over the last three weeks is unacceptable. Sears changed my account number when they issued a new chip card. I did not know they were doing that and did not monitor the new account. I got either as a call or email telling me the card was not able to be used. I went thru and looked at what happened. And in discussion with the customer service guy, he said he would credit it back right away. Several days later, I went online and saw the overdue status and charge were still there. As I wanted to use the sears credit card, I went to the online payment system and paid the card off including the overdue charge.

A couple days later I went to buy my daughter a fridge and handed my card to him to process. The customer service rep had him tell me to call them. I did and she said the account was overdue. I asked her to check again, and she said she could see that I had already paid it off. But she said she could not release the hold on the card. Well, I lost the 5 percent discount for using the card, was publicly humiliated by having to discuss my card over the phone at the register. I can not see Sears making this right so I am closing my credit account with sears.

Just for info, I have all Sears appliances throughout my house as I have always done. In 1978, I purchased a washer and dryer and have not stopped Sears since then. Multiple washer and dryers, fridges, trash compactors, de-humidifiers, auto service, tires tools and tool boxes, small appliances, lawn mowers, riding mowers, chainsaws and hedge trimmers and repairs. This was not just for me but for friends and family. So two people who did not do what they said or would not do the obvious action ended a relationship of 37 years.

I should have seen this coming last year when I brought my 9hp Craftsman snowblower in for service. It would not throw any snow. After being without it for most of the snow season, it finally came back. The service department said they could not find anything wrong so they did nothing. Snows that week, and again it does not throw snow. Back to sears, can't talk with tech because they moved all the parts and repair facilities to NJ, goes away again and came back with same answer. This was a long and happy relationship, Sorry it has to end. I don't see how sears can make this right.

This is now 10-30-15. I called the store and they checked on the order and told me that on 10-24-15 Sears had cancelled the order. No emails letting me know. I then called the Sears 1-800 number and was told the order had indeed been cancelled. I then asked about the refund to my cards. She told me she would request the refunds. Now let's get this from my perspective. I was not told that the order was cancelled. I had to request that the money be refunded 6 days after the order was cancelled. I now have to wait 2 more weeks for my drapes. No remorse from Sears. No assistance in anything. Up until now I have been a faithful customer. With service like this I will think twice before I shop at Sears again.