Sears Reviews

I contacted the store about the problem but was always told the company policy about keeping the bed for 30 days. So, I disputed the charge with Cap One and was supported at first. Until Sears told them I changed my mind and paid with cash instead. NOT TRUE! Sears even sent me a refund check. I called to notify them I never paid with cash, that my MC purchase wasn't canceled. But to no avail. The consequences are, Cap One rebilled the $491.18 back to my MC. Sears said I still have their bed set even though it was picked up after the 30 days I was forced to keep it. And due to increasing back pain from sleeping on my couch for 30 days, I had to buy another bed from Ortho mattress that cost me an additional $215. Although I finally had the full, firm mattress Sears didn't provide.

The finally tally in just $$ is $443.48. The health costs between my back pain, increased BP and repeated frustration and aggravation is astronomical! I will never do business with Sears again. And however this is resolved, I will transfer all the balances to another CC company and close all the accounts I currently have with Cap One. Both these corporations are dead to me!

The LG TV was bought around the Holidays and it was used mostly for my son's video games. It stopped working within a year and we called LG. They set out a repairman from Virginia and he said the TV's main board was fried and it could not be repaired. We have used Sears products for many years and these two bad experiences have turned our opinion of Sears from very good to "I will never buy anything there again." I want to drop off the grill and the TV in their parking lot and let them deal with the recycling of both of these items -- Not Happy in Pasadena.

Everyone wishes they could help but their hands are tied. I have suggested that they issue store credit, cash, I will take any form of compensation but no, all they can do is provide a replacement... but oh wait, they cannot provide the replacement I actually want, a mattress that won't sag again in 3 months forcing me to do this all over again. It appears to me they do not care about their customers, they simply want to stonewall and hope we go away. We had to sleep so we're forced to buy another mattress and set this one up against the wall in the guest room. RUN FROM SEARS - they do not care about their customers.

I spoke with district manager, they said they would reschedule for Saturday, which is tomorrow. I never received confirmation written, only verbal Saturday delivery. I phoned central office, and was told my delivery date was cancelled by mistake and cannot be delivered until Wed March 25. Also was told there was not a water hose added to the order for delivery and set up. I am disappointed and hope that is not a omen to Sears and their products. I have been made unfulfilled promises, order written incorrectly, and it followed through with services.

I asked for my money back and she told me that they would have to deduct the fee for the guy coming to my house and that I would get the reduced amount in a few weeks, but first I would have to cancel the appointment. I asked if a repairman could be sent out after their schedule or tomorrow, on overtime if necessary. Nope. Can't be arranged. This is the worst service I have ever received and I strongly advise everyone to stay away from Sears. The reputation that they had many years ago should now be in tatters. They are the worst.

I was supposed to receive a response before 9 pm that evening, which I never received. I made another call today to find out the status of the set-up which was then escalated to a Manager. The manager told me that Sears was not going to set up my bar set but he offered me $150.00 toward the $300.00 set-up fee. Well, as much as I was looking forward to having this set on my deck, I told the Manager that's not acceptable given the fact that three Sears representatives told me that my item would be set-up and that they scheduled it three times but to no avail. It's about the principal and about owning up to your word and commitments which Sears did not do. Therefore, I advised them to refund my money and make arrangements to pick the item up. I'll find something even better from a company that appreciates my business.

I also filed a complaint with the Better Business Bureau which Sears has until March 26th to respond to. At the very least, I expect a full refund of all money charged to me related to this purchase. I would also expect that given the horrendous service I've received, Sears would provide additional compensation for my time, extreme inconvenience and suffering incurred trying to resolve this issue.

Tech arrived, replaced a sensor, waited 48 hours. Problem not solved. Same tech arrived, discovered a manufacturing defect that he said could be allowing freezer air to leak to fridge. Fastened control panel to close leak. Problem not solved. At this point customer service tells me the fridge must be unsuccessfully repaired 3 times before warranty replacement applies. A second tech arrives, observes that there is too much time between the end of the defrost heater cycle and the compressor restart, says we need a new control panel which had to be ordered, and thus will require a fourth half-day.

Control panel arrived and was installed. Problem not solved. At this point customer service says we just need one more tech visit to confirm that no further repairs can be made. I complained that this was not what I was told, and nevertheless scheduled half-day number 5. The tech we had seen on the first two calls first asked if the thermometer in our fridge was his because he was missing one just like it. (All this time it has been a baffling situation, because we have been keeping a thermometer inside the freezer, and it almost because we have been keeping a thermometer inside the freezer, and it almost always reads between 0 and 5 degrees F. Regardless of this observation, even with the control set on the absolute coldest position, our orange juice and ice cream are never properly hard frozen.) He then pronounced that THE PROBLEM WAS WITH OUR ICE CREAM!!!!

Despite having made a couple of calls while in our home that didn't seem to be about our business, and ostensibly going outside for a call that did, the tech refused to stay while I called customer service. Customer service directs me to schedule another service call, and a new tech discovers that the thermometer that has been consistently reading 0 degrees is actually between 10 and 15 degrees off (Curiously, I discovered another thermometer, identical to the one that the the tech on call 5 had claimed as his...I don't know which is which at this point, but it's easy to jump to conclusions). At any rate, the outcome of this call is that more parts will be required.

I ask the tech to talk to customer service and he complies. After some discussion, customer service tells me the policy is now FOUR PART REPLACEMENTS before warranty refund/replacement. My 7th half-day with A&E is scheduled for next week. I am posting this complaint to have a written record of my experience before that occurs.

There was one associate. He did not fully understand my situation. He kept talking over me. He even told me what I did online - which he could not have known. I told him he was wrong. He replied with an arrogant comment "well 2+2 = 4". You clicked on the wrong HDMI cable. How could he know that? There was only one HDMI cable that popped up. Very rude and no customer service at all.

There was another associate. He was standing there and he made understanding comments. He stated that the wrong photo could have come up. Without saying much, he stated understanding comments. I wish he was the one who made the sale and not the other one. Plus for the most part the rude associate did not make eye contact. I hope to never have to deal with him again. I understand that I was over the 30 days, but I do not wish to be treated so rudely.

However, I did tell them over the past years, we bought very many appliances, and because of this it would be the last. They didn't care. And I do promise never to buy anything there again. Now being the beginning of spring, I decided to buy the parts myself. Went online after totaling 4 burners, 4 diffusers and the carryover tube. My total came to over $122.00. I don't think it makes sense to pay that much to replace the parts when the grill only cost $200.00. So lesson learned - I will buy a Weber. Hopefully, they will stand behind their product. P.S. All the information should be recorded through Sears. I called a couple of times and sent e-mails. Nothing worked.

Between the incompetency of the delivery team and the service department I have lost at LEAST a week’s PAY + all the $$ I’ve spent at the Laundromat! I curse the day I purchased this $2,000.00 washer/dryer at Sears. I hope someone will come to their senses in Sears and treat their customers that spend their hard earned $$ with the respect they deserve.

Well Sears originally installed my tank so that was done incorrectly by them... I feel they should take responsibility for that. But, I agreed to pay the 132.00 cash or check only. So, a week later excited because my basement is totally in a disarray due to moving things to get out of way for tank to be brought in and installed I’m going nuts. Another installation person ** from Galaxy remodeling again comes in and tells me he needs to change those water lines and install a cutoff (which first guy told me and I agreed to $132.00). Also he need to install a new gas cutoff because they don't turn nuts anymore. So now it will cost $325.00. That was just crazy. So I called Sears guarantee, all I could get was a rep. (Ms ** ) whom just kept saying they are not responsible for plumbing. I asked for a supervisor, everyone was in a meeting I was told.

Refused to pay a price which was almost $200.00 more, where does it end and it can change with every new installer. Asked could he just leave the tank and was told if I pay $60.00 delivery fee. After the installer left me still with no tank now it’s been 2 weeks, I called back, requested to file a corporate complaint and was told there was no place to file except for by mail. Now what.... I still have no tank! I have always trusted Sears and would have recommended to everyone, but now I have second thoughts about Sears as well as its Guarantees.

So to get this all straight, Sears lies when they tell you that you won't be paying labor costs for the home visits, only parts, once the repair man gets here they charge you 5 times the price for parts, then still charge you labor. This is price gouging. We will not be using this repair company or buying from Sears ever again. Want to know why these old stores are going out of business? They are ripping off their customers. What happened to treating customers fairly, so we will come back?

After months of phone calls, complaints, and Sears passing the buck, so to speak, Sears refused to take responsibility for the damage their repairman did and the warranty/insurance policy that subcontracts for Sears also refuses to cover the costs. Sears is obviously NOT a trustworthy brand and their response has been shameful. Anyone reading this should beware! If you are in a financial position to do so, unlike my retired parents on a fixed income, you are better off creating your own savings account to cover your appliance repairs.

Wednesday, my wife left early from work to be home when they came in. When she called they said they are running late and will be there only after 5:00. They called back and said they can't make it in today and will have to reschedule. Don't care about customers in anyway. Very rude people. All they are about is to sweet talk people and make them pay for their products and once the money is credited for them, they don't care about customers. No one should ever buy anything from them.

I ordered the Ottoman on 27th of February and didn't get a call from the store until today March 11, 2015 and I was informed that the item has been sitting on their dock for the past three days and they were wondering if I was coming to pick it up or if I wanted a refund. I informed the lady that I have been trying to get a refund for the past 2 to 3 weeks and she said that's insane because the online support could have easily refunded me before the item arrived to the store. I don't normally order from Sears.com but I don't think I will order from them again after this.

The technician was supposed to call me before they came but did not call until they were at my house and I did not have time to get there so I had to schedule another appointment. I was told it would be almost six weeks before they could schedule it. So I still don't have a working mower and I told them I want my money back - I won't hold my breath! What a rip-off!! Very very dissatisfied, will never buy anything from Sears again!

Ten minutes before they were suppose to arrive I get a call from them saying that they were going to have to cancel. I told them that this would be the 3rd time that they cancelled on me & it wasn't an option to cancel on me again. I told them that I didn't care what they had to do but someone better be at my home at 1pm as scheduled. A&E called me back 2 minutes later and said they were sending someone and they had accidentally got me confused with another customer. That was a lie. They just thought I'd say okay and wasn't going to flip out on them.

Come to find out the repairman was called and asked to go to my home on 5 minutes notice. He shows up with no parts because he didn't know he was coming. I was going to be charged $112 for a service call, $285 for the parts and the fix & then another $112 got having to come back out! What a pain in the ass! I could buy a new washer for that much and not to mention all of the time and aggravation that they put me through. Also make sure to not buy any Samsung products in the state of Wyoming because no one will work on them except the A&E people who are out of Denver!

It is now March of 2015. I have been calling Sears since August 2014 and I continue to get told that someone will be calling me to take care of my issue and they apologize for it taking so so long. They will not let me talk to a manager. I get told it will be escalated higher and someone will call me which has yet to happen. It has now been nine months.

I have been a big fan of Sears for 30 years, and have bought many many many things. To refrigerates, dryers, washers. My pole barn burnt down years ago and bought tons of craftsman tools. I have always had Sears fix all my appliances for years, and notice the quality going downhill the last few years. I always loved Sears because I TRUSTED them. But now the trust is gone. This is sad. I bought a shop vac the other day from Lowe’s for my son because what I went through with Sears. The Tech. is coming again today. Bet you it won't get fixed. I hope someone will see this and solve the problem.

I also stated that if they brought me a new mattress and box spring the same size as the ones they need to haul away, then they should have the space for it. They declined to take away my old items. They suggested if they could come pick up the following week, to which I replied that I needed them to remove my old items at the time. They sustained their position on not taking the old items. The second option they gave me was for me to contact someone on my apartment complex to "come and pick up my items, and throw them in the dumpsters". At that point I was in disbelief, I stated I will not risk anyone from my site to come and remove something I had already paid Sears to do. They left without removing my old mattress and box spring as agreed. This is a Saturday in which I had other plans, and everything was altered because of this poor service.

The second upset is having to stay home trying to make contact and trying to reach for customer service representatives to help me solve this situation. I made 5 different calls to different numbers. Some suggestions opted for pick up later the following week. This has been a very frustrating. This is just another example of a very unprofessional way to deal with customer service and their satisfaction. Very poorly handled. Sears is very good at selling you services but bad at delivering their promises. If they are paying external companies to deliver for them, they need to make clear what their responsibilities are with their clients. They have failed a long time customer. Not the first time. But I always give second chances. I will not recommend Sears again unless you are doing your own pick up.

We purchased a mattress from Sears. It is sagging more than 6 inches in less than a year of purchase. We tried to deal with them over the phone and the customer service agents were so robotic and hung up when they could not answer questions they are not willing to or able to provide the best service. Then, we went into the Sears Outlet on 2633 Sweden Way on February 11th, 2015 and we were assured that Sears Corporate Customer Service - Furniture Medic would come in and assess our issue with the mattress within one week. NOBODY contacted us! We escalated the problem all the way up to the CEO's office ** and they told us, "We will have an appointment arranged shortly." We finally got an appointment for March 19th, 2015; 5 WEEKS LATER.

Now I am preparing myself for the second phase of having to struggle with Sears after all the reviews I have read ** and I fully expect them not to find anything wrong with the mattress and yet the amount of pain is ridiculous even though we are not large people. I did not have back issues prior to this mattress but my husband does and his back problems are more severe being triggered by using this mattress. My husband sleeps on the floor and I stay at the edge of the mattress so that my body doesn't get as sore as sleeping in the middle. Waiting for an appointment is very painful and we have been suffering in the meantime. But Sears could not care less!

I provided Sears with links of reviews on Kingsdown mattresses which are extremely negative but ** from Sears Executive Office Email: ** replied, "Unfortunately I can not authorize for anything till we have received the report from the furniture medic." I am constantly monitoring the open work order for any changes. When we decided to purchase from Sears, it was because we believed in their New Satisfaction Guarantee Hassle Free Shopping but it has been a nightmare for us. We feel like we have been robbed and wish we never experienced dealing with them.

So I call the number and wait to speak to someone. When I get a person and tell them my situation all they can say is sorry and offer me a 100.00 gift card. They are telling me that my bed sets will not be delivered until next week the same day, this is a whole week away. I ask to speak to a manager twice and each time the lady says the manager is on another call and can't speak to me. After about 20 mins of getting nowhere the lady says she will have the manager call me within an hour and we end the call. At this time I'm so upset, I have two bedrooms tore apart (only 2 because my younger children share a room) and sitting in my living room so I look online for Sears customer complaint number and I call them. All they can do is say sorry it is a manufacturing problem not theirs and offer me 10% off my bill.

I still am not satisfied with this. I will have to miss 2 days of work and I had to bring back the bed sets I throw out in the snow to be discarded. I wouldn't be so upset if they would of said the day before when they called to confirm delivery that they had to change days, or even just one day late, but a whole week is inexcusable. This is the worst delivery and customer service I have ever received. So I have to wait an entire week longer for my delivery.

I waited the month, but the new treadmill never arrived on the scheduled delivery day. About an hour after the delivery window I called Sears Home Delivery and was told the driver called in an hour before and claimed he could not deliver the item because of inclement weather. This sounds good if only it was true! The weather was fine - no snow, rain, etc.!! Why didn't they call and tell me about the driver's baloney report? Obviously they had other problems or they just wanted to take the rest of the day off and covered themselves with the inclement weather lie.

Now I have to wait until next Friday - they only deliver to my area on Fridays. Don't use Sears Home Delivery - they use third party delivery companies which appear to be largely incompetent. You will definitely have problems and hassles.

To date, the following has happened: The store cancelling the order - wait 3 to 5 business days as a response. Me trying to cancel the order several times online. An email from customer service on Dec 30 where it was supposed to be cancelled and resolved - wait 3 to 5 business days as a response. A direct call to customer service on January 22 where it was supposedly cancelled on the January 21 and wait 3 to 5 business days as a response. An email from customer service on Jan 29 where it was supposed to be cancelled and resolved and wait 7 to 10 business days (Yes, I guess it was decided that the standard "3 to 5 business day" lie was getting old and maybe they should start a new lie). An email from customer service on Feb 16 where it was supposed to be cancelled and resolved and wait 7 to 10 business days.

I believe this is much more patience than most would have, but my patience is now over. Therefore, I am in the process of getting this information out in as many forums as I can so that possibly others will not have to suffer.

When I talked to them the first time they took 2 weeks to determine that they screwed up. Then they said I would get a gift card in 24-48 hours. When I didn’t get that I contacted and then the run around begins. First it’s in the mail, then it’s 3-5 days, then they are doing a search for it, then it’s been escalated, then back to 24-48 hours. Then when you don’t get it 3-5 days, then they say that they reissue it, 24-48 hours, then 3-5 days over and over like that until you give up. Each person I talked to had the same script, they restate the problem and it’s out of their hands. Just wait 24-48 hours, now wait 3-5 days, and then they reissue it and the cycle starts over. You can tell that none of them are really doing anything at all.

To add salt to the wound I filed a BBB complaint, Sears has over 12,000 complaints, and nothing but negative reviews and government actions/lawsuits against them, but they maintain an "A" rating. You can estimate the thousands of dollars that Sears Pays to BBB and begin to understand how that rating is actually funded.

Then when the parts get delivered I can call and set up service to come out and fix it. I wonder how many weeks that will take! I will never buy extended warranty from sears again or appliances. Can’t wait till they call wanting to renew warranty again. Trust me this is not the first time either and I am truly sorry I did it again. Customer service phone service should be in USA!

First of all, you're asking all the wrong questions. Your customer care team has nothing to do with how the overall processes of your company fail, time and time again. The first time I ordered appliances from Sears online, I specifically ordered a washer and dryer to one address. The order for the washer was correct, however the dryer for some reason was going to be sent to my billing address in Hawaii. I called to correct the issue, as it should have been sent to New Mexico, only to find that the dryer order had to be cancelled and a new order put in to replace it. After a week of not knowing this, I called back and had to go through the whole process of ordering another dryer for the correct address.

After I paid my bill, I was getting notices from Sears credit card that I owed $600+ on my credit card!!! You guys never credited my account and thought I bought two dryers, wtf? I had to file a dispute with Citi to get that removed. Mistakenly, I ordered through Sears again. This time, I received a phone call the day before delivery notifying me that my appliances would not be getting delivered on time. Again, wtf? No sort of compensation or sympathy whatsoever from Sears. I'm renting my home to family who was expecting a fridge washer and dryer the day they moved in, only to discover their new landlord couldn't even deliver on that. I absolutely, 100% will never use Sears again for my shopping. It's a shame too because you have great deals! I'd rather pay more than deal with your incompetence.

After 5 calls to their customer service who is overseas and they can't really help the result is always the same - nothing - and I'm ready to go to court about this situation here. If I walked in Sears and took the coats I'm owed I would be arrested but they take my money I get no product no refund and denial they have my money and they say to me I can get 10% discount if I would like to purchase a similar item. WHAT? I would be crazy. So I have filed Disputes, Complaints. I have gotten authorization numbers. I even did 3 way calls with my financial institute and Sears. Where's the justice? I should be able to call the police. This is Theft and from such a reputable company. SMH. That upsets me and I live in a cold climate with 0 below weather. I needed those coats. Sears isn't going to reimburse me for time I've taken trying to resolve this issue.

On 2/25/15, I spoke with ** in Advocate Dept. who scheduled emergency appt saying she was overriding Tech Manager and appt could not be cancelled. No one showed for appt, no call. Tech manager will not allow repair. I was offered $85 reimbursement for Sears purchase of small space heater. I ordered 2 from Amazon. We have no central heat TEN DAYS. House has gone down to 63. Compressor & fan motor both broken according to 2 different contractors after last appt. We need assistance in getting Sears to honor Heating Service Contract. They offered to buy out remainder of contract thru 12/14/15. This seems illegal. We are freezing. I am trying to get financing for new heater as we can only take this so long.

I asked for a replacement with the warranty I have with them. They said they cannot replace it without the technician saying it is unfix-able. Well the technician fixed it twice and didn't work. So I asked just to have it replaced. I told them I'm in the military, I have 3 kids and we need a washer that works so we can keep our clothes clean. We were sitting on a mountain of clothes at this point. They refused. I spoke to over 4 different people many times and they refuse replace it. I spoke to a woman named ** in the corporate escalation customer solutions office. She assured me she was the top official I could speak to and she refused to even consider what I was telling her.

I would rather pull out all of my teeth without Novocain and be consumed by maggots than ever work with SEARS again. They are disingenuous, completely unhelpful. Although they are polite, they refuse to help you when they make a mistake. I now have been without a washer for almost a month. It looks like it will be a lot longer. I believe that I will end up having to buy a new washer (from anybody but SEARS). I now have to wait another 6 days for a technician to come a third time. He will be here on the 10th. In the meantime I now have to drive 20 miles to wash my 3 children's clothes and my uniforms.

Eventually I will have to buy a new washer I am sure. But it will take a little while because I figured the washer I bought from SEARS would last longer than 4 1/2 months. Terrible service. They will do anything to avoid replacing a washer including inconvenience a family of 5. They explained to me that they are going by what is in their warranty trying to fix what is broken over and over again (but you have to wait almost a week each time they send a technician who may or may not be incompetent. Longer if they need a part.) So it is likely if you buy a washer from SEARS, and it does not work for some reason you are entering into a nightmare of your own making. These people are actually causing stress in my family by their garbage warranty and their inability to even pretend they care about the situation their product has caused for my family. Good luck you buy from this company.

They said no problem again. Call me on March 4th, telling me there is no furniture and I will just have to wait till they find one or get a refund of which I would have to wait ten to fourteen days for. Now mind you I sat here for a week and a half with no furniture in my living room, now sears has the ONLY money I had to buy a living room set but they REFUSE to put it back on my debit card, but instead want me to wait another two to three weeks for my money! SEARS SUCKS!! I recently purchased a washer, a dryer and that was a bad experience also, I am so DONE with Sears.

They said they could not get anyone out today so I would have to reschedule for a further two days out. I argued as I have six kids two of which are Autistic and I had already taken one vacation day and knew that when they come out which was going to cost $92 just to come, that they would need to order parts which would be a longer delay. I asked to speak with the supervisor several times but would not connect me. They apologized a lot but I had no choice but to reschedule and waste another day’s vacation. I will never use Sears service again. I bet they don't come on Thursday.

He shows up within the window, takes one look and laughs and asks if I want the good news or bad news. I said "the fact that you HAVE bad news means there is no good news." He tells me that the rail that came with the new opener will not work on my installation and they will have to reschedule and get the correct part (at an additional $100 cost to me).

They send someone out the following Saturday (Feb 28, 2015) who *barely* spoke English. He showed up unannounced after I was told they would call 15 minutes prior to arrival. He starts working and tells me it will take about an hour. 10 minutes later he bangs on the door to inform me that the new opener "won't fit, you need different one", proceeds to pack everything back up and as he's getting in his truck he says "someone call you ok" and leaves.

So now I'm stuck with an opener I can't use that cost me over $200, he didn't bother repacking it in the box right, and not only do I have to return it, but I have to schedule a THIRD day for something that could have been avoided if they'd actually come out beforehand to survey my garage. Or at least ask what kind of opener I bought maybe... I'm going to be cancelling the installation, returning the opener, and going to Home Depot which has better brands and 1000x better customer service. I have no idea how Sears is still in business.

I called the CFO of Sears and there switch board operator disconnected my call when I asked for him directly. When I called back to ask her name, I was again disconnected. I actually went to Sears and spoke with the manager. He was very polite. I randomly opened a oven to show him where the serial numbers would be located, and the paper serial number was hanging off. I said that is why I cannot find the serial numbers. He indicated that all the paper serial numbers are hanging off and he do not understand why the tech could not fix it. He is going to call the tech supervisor to see what he can do. I am still pending a call back.

Called back...they reschedule it to 17th. Once again...no show. I called them again and they put it on the weather. But the funniest thing is that they sent a rep out to give me an estimate to replace my front and back door. It was then reschedule to the 23th...no show. Another rescheduling for 2/27 between 10-2...once again no show.

I said, "Okay can I buy the hoses from you then (Sears should have told me I need new hoses to get them to hook up the new machine that I paid to have hooked up)?" Nope I have to go to Sears buy hoses, they will give me a new hook up date. So I stared. So there is no way my machine is getting installed and no way my old machine is getting hauled away like I paid for today correct? So I said "how bout putting old machine on truck where new machine is and I'll hook up new machine myself?", "sure" he said "but that voids the warranty".

So I cancelled delivery, at no time did guy apologize, try to figure a solution, etc. I called Sears customer service, spoke to a supervisor, once again no apology. No attempts to work out a solution. I paid by debit and have to wait 10 days for refund. Sears did not do their job and failed epically to fix the situation. The delivery company also obviously does not care if Sears loses customers. Sears is going under for a reason, failure to take care of the few customers they have.

Why they have a service center that doesn't have access to techs directly is beyond me. So now we have been without a dryer in the middle of a bad winter for almost 3 weeks, and it seems that Sears is helpless! They will not get my business again - another good American company going down the tubes.....we are still waiting to hear from the tech as I write this, past our service window.

The rep then said they didn't have them in the warehouse, so I then spoke to him, at which time, he told me the frame would be in on the 1st and the box spring on the 7th. He said they did not send them in from the "mother warehouse". I asked "where is the mother warehouse"? And he said he did not know, so I asked to speak to someone who does not, and at that, he said "no one knows where the mother warehouse is". Wow! Finally, I spoke to a supervisor who claimed to have called the warehouse to verify that the items were not there, and then she suggested they were held up on a trailer somewhere coming from the manufacturer (only problem - manufacturer is less than 50 miles from their warehouse).

I reminded her that the frame and box spring would not be coming from the same manufacturer, and asked if she was suggesting that two trailers were held up somewhere. She asked if we wanted to take delivery of the mattress only and wait a week to receive the box springs. WHY? She offered a $50.00 gift card to compensate for our inconvenience. Yet, I took off from work, and missed revenue, not to mention we purchased the set due to back problems to begin with. $50.00...really? That doesn't cover the missed revenue, let alone the aggravation of hearing one story after another, yet, the "mother warehouse" one may be priceless. I did tell them they were talking like Star Wars! I've just called back and reminded them that the manufacturer is in McDonough, GA., and that their warehouse is in Tucker, GA., and there is no reason that it would take a week for a trailer to get from one location to another, and again asked for a supervisor.

I was told he is on another call and will call me back in an hour. It sounds as if they are on other calls with other unhappy customers if it is going to take an hour to get back to me. Thus far, I've heard 5 different stories, including now, maybe the MANUFACTURER has not received the box spring from their supplier. What, I ask, does a manufacturer do?

This turned out to be their overseas operation (Manila, Philippines) which is also not a part of Sears. I then went online to schedule a serviceman for "without a warranty" and the wait time was 2 weeks just before Christmas. I found an independent repair person who arrived that day. He stated that it was the ignitor. The one that was in their was a universal ignitor and that was the problem. I went to the Sears store to obtain a number in the US. The pleasant manager there entered my complaint and assured me that I would be called within 24 hrs. Fortunately, I got a number from her so that after 48 hrs I was able to call them. At that time I was going to be happy with them giving me a refund on the ignitor they installed, but no.......

I had to speak with several "not very nice" employees who told me things like: "We cannot verify the conversation that you had with our on-line Technician who told you it was not under warranty." (how convenient that they are not recorded), "Your stove has a one year manufacturer warranty and of course is under warranty." "And because you had an independent repairmen, you may have invalidated your warranty." I just kept asking for a supervisor. He was at least nice and sympathetic, but would not do anything except send me a $50 gift certificate. Did I receive even that? NO. This was a horrible and expensive experience. NO MORE Sears FOR ME.

Needless to say the old ice maker was thrown away, but they could send someone to take out the new ice maker and return it to the manufacturer, and we might get more money back. I have spent two hours on the phone with them today alone, and now am against a wall. They have our money, and we still do not have a working ice maker in a two year old refrigerator.

After the Kenmore Gas Built-In Oven Model #790.305298 02 was installed I cleaned and read the 'Getting Started With Your New Kenmore Appliance' pamphlet and manual that came with the oven. While cleaning and reading the oven manuals I noticed a glass cover and spring retainer for the interior oven light was missing. I also noticed that the lower oven air vent would not fit between the frames of the oven below the broiler.

On Thursday December 18, 2014 I called 1-800-469-4663 to report the missing parts and the vent that wouldn't fit and was told this would be reported to the factory in Canada where the oven was made. In the mean time I was informed I would receive a credit of $80.00 for the inconvenience. The parts would be sent to me and they would arrive in about five or six business days. "THE PARTS NEVER ARRIVED." On Friday January 9, 2015 I called 1-800-469-4663 a second time and talked to Mr. ** to report the missing parts and the vent that wouldn't fit and I was told he would take care and have the parts sent in about one week. "THE PARTS NEVER ARRIVED."

On Tuesday February 10, 2015 I called 1-800-469-4663 a third time and talked with a person named Hannah to report the missing parts and the vent that wouldn't fit and was told she would be happy to check into this and the parts would be sent to me and they should arrive in about one week. "THE PARTS NEVER ARRIVED."

This oven was ordered so I would have it in time for Christmas 2014 to prepare Christmas dinner for our family. I'm a widower, my wife passed away over eight years ago and our family was planning to get together at our home for the first time in eight years for Christmas Dinner. After reading the oven manuals I was concerned about using my new oven without the missing parts in place. The family Christmas Dinner location had to be changed to one of our daughter's home. I'm very disappointed in the service I've received from Sears.

Then we got the call to purchase a new replacement stove under warranty. Did that within 12 hours of getting the call saying that we are getting a replacement. Error after error - this was early January that we ordered the stove. We had 2 stoves arrived bashed in. We had communication errors. We didn't get the stove until late February (now). Sears isn't acknowledging that this is not acceptable. I proposed very simple and easy to do make goods. Every time I call in I get another person who doesn't know anything even what I know is in their system. Sometimes they can't even pull up our account. No one seems to care. I am frustrated but grateful we have a stove. But sad our Christmas dinner was ruined because of that stove and that we have been hungry and spending extra money on food since December because of lack of stove.

I called today to verify the manufacturer warranty term is 3 years and the 2 yr upgrade was put in the Sears system. Customer solutions said there was no record of my 1/24 purchase and the warranty was based on the 1/9/15 purchase date (the mower I returned). The agent put me on hold for 30 minutes and her manager came to the phone and told me the factory warranty was 1 year and no 2 year extensions were ever available. I asked for a phone number to call warranty department and when she gave it to me I could not hear well because of all of the background noise in the call center. When I asked for the number a second time she said, "I have given it to you twice already". What a jerk after the Hell I've been through.

I called the Manufacturer warranty department and the rep said it had 1 yr factory warranty and I said my wife just looked on internet and found that it has 3 yrs. He said, "Let me transfer you to the technical area." The guy in technical put me on hold for 42 minutes. I finally called back and started over. Now it's 3.5 hours later today and starting over. WHY DOES SEARS EMPLOY THESE PEOPLE BECAUSE THEY HAVE NO VALUE TO A CUSTOMER WITH ISSUES. WOW listen to this, I have been on hold the entire time I have been writing this review and they have just come back to the phone and we were cut off.

THIS IS A JOKE AND SEARS WILL NOT MAKE IT. I recommend they sell the name and real-estate around the country and get out of the business. Let Warren Buffett buy Sears and teach them how to run a consumer business!!! MY RATING IS NO STARS BUT THAT'S NOT AN OPTION. If you purchase from Sears, make sure you do not expect to ever receive assistance, warranty coverage or knowledgeable feedback about your product. They do not have anyone in the call center that cares except Melanie ** in the Round Rock, TX location. I have talked to 7 people today and now am starting all over due to transfers and a final call drop. They do not return calls. I was promised 5 years of warranty and the solutions department states I have 1.

I placed the same order a second time. I called the service line again to inquire about the second order.....would I actually receive it. I was told that the first order had not been cancelled!!! The agent said he would inquire and I would receive a new delivery notification within 24 hours. 24 hours later - no new notice. I called again and asked for a supervisor. The supervisor confirmed the original order was still in effect and the second one would be cancelled. I was further advised that I would receive updated delivery info within 24 to 48 hours!!!!

My feeling is that these poor agents have no control and restrict their comments to "I will process an additional inquiry and you will be notified within 24 to 48 hours." What a horrible job! They have my sympathy but not my business. I find it hard to imagine ordering anything else from Sears. By the way, 24 hour from my last inquiry has passed and not email has been received!!! There is of course more detail than I have outlined but nothing that would change the outcome. This is intended as a complaint not a novel.

I arrived at the store and went to the designated area to try on my shoes. The area where my shoes were supposed to be was completely empty - nothing there. I was able to find a salesperson who appeared to have no idea that Sears even offered the try service. She was nice enough to call someone from the Shoe Department who came over to help. That salesperson led me back to the Shoe Department where I located the last pair in my size still on the shelf. Luckily someone else didn't buy them off the shelf before I got there. I went to pay for the shoes and the clerk told me that they were $35.00, not $9.88 as was displayed on Sears website when I purchased them via the internet. I showed her the bar code on my email that contained my order. Unfortunately, her scanner did not seem to read the bar code. After wasting over twenty minutes, I left the store and returned home.

I found a screenshot of the order I placed clearly stating $9.88 and immediately called the store manager, a Mr. **. I told him of the horrible experience and waste of time. He told me he would look into it and call me back. He called me back about 15 minutes later to basically tell me that there was nothing he could do about it, he could only sell me the shoes for the $35.00, not $9.88. I told him that I wanted to go back to the store to show him my emails and the screenshot of my order. I drove the seven miles back to the store and showed him the emails and screenshot. His answer was simply that he could not honor the price and that I would have to deal with the Internet Department.

I left the store and called Sears Customer Service. I spoke with Fernando, who told me he was a supervisor. I told him my story. He did not seem impressed or moved by what I told him. He said that he was the highest level that I could speak with. He was totally worthless to deal with and most uncaring. I have since emailed the Sears Holding corporate officers and I will update you as to their response. My experience with Sears today showed me two of the most uncaring and incompetent (in my opinion) employees that I have dealt with in over fifty (50) years of shopping at Sears. Neither one demonstrated even one ounce of common sense (in my opinion). It is so sad to see what has happened to a once great company.

I received a phone call from the vendor a few hours later who advised me he was going to next day my order if I was still interested. I advised the vendor I wanted to cancel my order and he stated the order would be canceled. On 02/20/2015 at 8:30 at night, I received an email from sears stating they were unable to cancel my order and the items were shipped and due to arrive at my residence on 02/20/15. I contacted sears and advised them the order was not at my residence and I had canceled it the day before. The person I spoke with told me I would have to wait 24-48 hours to receive an email confirming the item had not been shipped.

On 02/23/15 I contacted sears and spoke with a subject who stated I would have to wait until the item was returned before I could get my refund. I advised the subject the order was canceled on 02/19/2015 and I had never received the items. I asked to subject to contact the vendor to confirm the items were canceled. The subject did not want to contact the vendor but did so after I requested him to 3 times. The subject stated he tried to contact the vendor however he did not receive an answer. The subject advised that he would be sending my claim over to the offline department and they will investigate the claim. The subject also stated once my refund was approved it would take 5-7 business days before I would receive my money back.

I got off the phone and contacted the vendor myself who answered my call and stated he had canceled the order and authorized a refund on 02/19/2015. I called sears back and advised them of this information however they refused to contact the vendor at that time. I will never do any business with this company again.

An hour later, my fiance calls me and tells me the guy isn't coming. The guy called him, instead of me, and left a voice mail with no reason as to why they were not delivering. Livid, I try calling the delivery guy back to see what was going on, as he encouraged me to do in his voice mail to me. After calling three times, with no answer, and a full voice mail box, I gave up and called the delivery hotline. Got routed to some foreign woman who "guaranteed me" they would indeed deliver between 7:45 and 9:45 this morning. I sincerely doubt that. My fiance calls me back to say they rescheduled with him for Saturday - two weeks after I ordered the mattress. I wanted to confirm this, so I called the number again and it now says there are no orders associated with my phone number, or with his phone number.

So I am $1,200 down, with no mattress. We'll see if it shows up this Saturday. They're giving me a $30 gift card -OH GOOD, THAT'S JUST WHAT I WANTED, TO SHOP AT SEARS AGAIN!!! Never buying anything from them again.

Updated on March 24, 2015: After ordering a microwave, dishwasher, stove and refrigerator from Sears, we completely regretted the purchase. Not only were the LATE delivering, they didn't have time to set up the stove or refrigerator so the appliances were left sitting in our kitchen for several days. They stated that "certain" service personnel had to install the different items. A team came days later to install the stove. A team came several days later to install the fridge. Well lo and behold, the stove was simply plugged in and not ready to go... they did nothing else. Same with the fridge. They did nothing except plug it in and said not to use the ice for 24 hours. The fridge was dented in two places and they said I had to call Sears to get it replaced. After call after call after call and so many promises, I gave up and lived with the darn thing. Now after a year and a half, the refrigerator doesn't even work... dishwasher has broken twice... and so on.

DON'T BUY FROM SEARS. YOU WILL REGRET IT!!!

When I told people at work they said I should call and complain because they should have done all that. I called Sears and told them I wanted a refund of delivery cost because they didn't do anything. They wouldn't hear of it. I asked to talk to a manager then they offered me a $50 gift certificate. I laughed. Why would I want to come back? Thinking of calling them and returning it. It's a big hassle but if you pay top dollar for something and they charge you a lot for delivery you expect to get something for your money.

After wasting so many days we decided to buy new washer and dryers. It was just hopeless to keep having technicians come and fix them for a week. I called and spoke with a manager (after 50 minutes of transfers and disconnections) and I have been promised to get 10% back from total charges of these new products if I buy it from Sears. So we did and spend more than thousand dollars buying new ones. This was back in December of 2014. We mailed receipts and now is mid February and still didn't see any checks coming our way.

Yesterday I spend whole afternoon trying to get somebody to find out what went on. They said they don't have any receipts in their files, and I gave them the receipts numbers and they said they'd call me, they never did. Today I spoke with another manager and she didn't find any notes that show that they were supposed to call me. So frustrating, so unprofessional, so much time lost. I DO NOT recommend paying for this services, they would just cover small stuff and pass the ball to another person when you really need help. It is better to just pay somebody local and having it fixed and if not fixable just get a new one, but not from Sears!! They are very unprofessional and... now my dishwasher stopped working... oh well tough luck for us.

We got another tech from another company and he put 10pds Freon in and he checked in the attic. The evaporator coil was leaking. Charged us $300 and he is getting with Sears for the part under warranty. Then he will put it on for us and charge us. Another $350. We have a Warranty on parts. This is Sears’s part that has cost us all this money. We think we should be refunded all our money. We called the complaint line. The woman was a real snob. Wouldn’t even listen. The tech is no good that wouldn't even check for the leak. We are very disappointed in Sears and want a full refund that we have paid out.

As they consider the diagnosis and replacing the ordered parts as only 1 work order, I will have to have a tech come out at least 5 times before they will consider a replacement. In total, the costs of replacing parts/time for technician so far are more than $500, not including all the hours I waited for the technician (about 10 hours so far). The only response I receive from customer care is that "they have to follow the regulation". I understand that they need the opportunity to fix the problem but this is neither cost nor time efficient and very frustrating as a customer.

With this new information, I called the service center back and requested that the repair be done. This is when the entire Sears system fell apart. In an attempt to get the repair completed, I have already endured multiple days of sitting around for technicians, hours of calls with Sears automated system and the managers you eventually get to and several charges to my credit card. Aside from the filter being cleaned, my appliance is in the exact same condition it was prior to them starting. After about a month dealing with incompetence, I gave up and called another appliance service company. Now I guess I will have a month or two in dealing with attempting to get a credit from Sears.

Updated on 03/07/2015

After buying a "lemon" refrigerator from a "Sears" outlet store in Clearwater Florida on 01/28/2015, which hasn't worked since it was delivered, I have tried to get it fixed or replaced by talking to "Sears", and have spent many, many hours on the phone, and twice as many hours waiting for several different servicemen. Today they finally admitted it a "unrepairable" so that I can get a refund credit towards a different refrigerator.

My point is that in this whole process, I discover that "Sears", is not really "Sears", yet all the receipts have the "Sears" logo and ID, as well as the 5 year extended warranty that I purchased from "Sears". If you call "Sears" customer relations at (800-549-4505) and are lucky enough to get the VERY RUDE operator to ask for help, they switch you to someone, maybe in tech service, then from them to customer service to try to resolve the problem. But it's impossible for them to render any help because the outlet stores are not "Sears" owned; they are a "franchise" and owned by individuals.

So, in fact, YOU ARE NOT DEALING WITH "SEARS"!!! SO, BUYER BEWARE! "Sears" has no jurisdiction over these stores. "Sears" cannot help and furthermore, I cannot find a phone number to get any help from any higher-up management from the outlet stores to try to get a reasonable solution. If I try to go online to do any research, all I get is directed to "Sears". The saga continues.

Now here I'm waiting like a dumbo on a Saturday with no phone call from Sears and upon calling their customer service again, and was transferred to 5 people (not exaggerating) before they could find out what was going on. Then comes the fun part. They said it will be delivered only on Wednesday. At this point I was furious SIMPLY FURIOUS. Upon showing my frustration, the lady offered to talk the local store and called me back saying the person from the HUB OFFICE would call me in 30 minutes.

No one deserves such a horrific shopping experience especially while shopping with one of the major retailers. I will never shop in Sears again!!!

The issue was turned over to another department. When the person from that department called first question was, "What refrigerator had I picked out?" I informed her I was promised the same refrigerator I had in my house and she told me that refrigerator wasn't being made anymore and I had to pick out a new one. I told her to send me a refrigerator the same size with the same features and was told I had to pick out my own refrigerator. I told her to call back later. That was Tuesday, hadn't received a call back by Friday and started making my own calls. Amazing the number she called me from after answering and having me push 1 for this and 2 for that told me it was no longer a working number for Sears and gave me another number.

I ended up talking to someone in Customer Solutions explaining the issue, they transferred me to someone else who told me they were transferring me to Customer Solutions. Was I frustrated, YES!! After 45 minutes I was finally asked for the item # of the refrigerator I picked out, BTW the exact refrigerator I have in my house, same color, same size, exact same features, less than one year old. They want me to pay them an extra $200.00 for the refrigerator. I told them I was promised the same refrigerator, Sears isn't able to pick to one I purchased and was told I had to pay the difference or pick out a cheaper refrigerator. Asked for a supervisor and she got on the phone, lovely Myra from Customer Solutions.

I asked her if she was going to listen to anything I had to say or parrot what her employee said and she said Sears wasn't going to cover the extra cost of the refrigerator. Don't bother with a supervisor the employee tells them what to say when they get on the phone and they are NOT interested in anything you have to say. Not sure where I go next but I shouldn't have to pay to have a replacement refrigerator when Sears is not able to fix the refrigerator I have in my house today. If I wait until maybe the parts come in to fix my ice maker, it will be over one year and then you only receive a portion of your purchase price.

Sears products sure aren't made like they used to be, probably will quit shopping there. Unfortunately just bought all new appliances a year ago for my new house. Fortunately bought a five year warranty because they have already been out on the refrigerator and dishwasher. I don't know my order number but my account can be looked up under my phone number.

First of all, what is the point of talking to a live person if they can't do anything? I've been told by many, many people about the bad customer service with no experience and no means to actually be of any help. I haven't had a problem before, so I've always shrugged it off. I have ALL Kenmore appliances, of which some are top of the line. With the amount of money I have spent and am spending on appliances, I deserve personable help and help that actually solves my issues.

When I have needed help in the past, I had live people, contractors, coming in who were of tremendous help, so I have been happy. Now - this phone call has left a bad taste in my mouth, these robotic answers are unacceptable. What has happened to the personable, knowledgeable person who used to be the ones answering the phones with actual abilities to be of help? I'm very close to using a kitchen/appliance store, one where customer service has top-notch reviews, so that I am happy with my purchase, from the beginning of the process to the end.

Updated on April 13, 2015: After 5 weeks sears finally came and fixed our refrigerator that DID not work at all and was under warranty. My husband is ILL with a bad heart and was in the hospital. We had no way to keep food or medicine cold for him. When they came, they destroyed our new vinyl floors. They had an investigator put on the case who has done nothing. The last time I heard from him was feb. 11th. They still have not fixed my floor. I sent them the receipt from the flooring company. And now they don't even answer their phones. I need to have my floor fixed. I will never recommend sears or use them again. They used to be at the top of their game, now their quality and customer service is terrible. Please help. Thank you.

On 03/06/15 after several weeks of waiting for replacement parts to come in from GE (that are probably still on back-order!) that Sears needed to repair the Heat Pump part of the water heater, I called the Sears Warranty Service number and was told that because the replacement parts had been back-ordered 2 times and were still on back-order that Sears would provide me with a new replacement water heater and a credit matching the cost of a new GE Geospring Hybrid water Heater ($1140). Sears also offered to deliver, install the new heater and haul away the old water heater at "no charge"!

I think it shouldn't have taken as long as it did but Sears in good faith did try to repair the unit and it was GE that failed to honor the 10 year warranty for parts. Sears was the "middle-man" and I must say SEARS CAME THROUGH and did honor their "no lemon" policy! So to retract my previous review statement I now say SEARS MASTER PROTECTION PLANS are a GOOD DEAL! If you are worried about protecting your purchase buy the additional protection. I paid an extra $200 for this protection plan that just saved me $1140. And that's not a bad deal even if it took a little longer that I wanted it to to get resolved! Thank You Sears!

Original Review: Feb. 11, 2015

This is a continuation of a review I did a couple of weeks ago. My GE Hybrid water heater stopped working the same as most of all of these complaints with the "FC" code and compressor failure. After contacting Sears (where I bought the unit and purchased additional maintenance agreement) and waiting several days for a repair man, I was told by the repair technician I had to contact GE first. I contacted GE and they shipped a new heat exchanger to do the repair. Again I called Sears and scheduled another service call. Several more days the Sears Tech arrived and looking at what GE had sent me informed me that all the parts necessary to complete the repair were not in parts sent by GE. I was told "No problem, I'll order everything that's needed and be back at the end of next week and repair the heater."

At the end of the next week (this is week 3 of problem) I was contacted by Sears and told the "parts are on back-order" and "if they cannot be located in 7 days Sears will replace the water heater with a new one." I felt happy that it would be resolved one way or another. The next day I was contacted by Sears again, by a different representative & told the same thing "if we can't locate the parts in 7 days we will replace the water heater." 7 days pass and I call the Sears "No Lemon" department as directed by the Sears representatives (both who told me the water heater would be replaced). Now I'm being told that it's 21 days for Sears to find the parts and after that the situation will be "re-evaluated" on how Sears will deal with my situation and may not replace the water heater... after I was told by two (2) different Sears Representatives that Sears would replace the water heater.

In conclusion: GE Hybrid water heaters are something to avoid and they should all be "recalled" and a warning to anyone purchasing something from Sears "DON'T WASTE YOUR MONEY ON THE SEARS EXTENDED WARRANTY/MAINTENANCE AGREEMENT" you may end up with a story like mine!

Week 1 no washer. Called Sears and paid the 319.00 and scheduled the appointment for next week. Week 2 no washer. Got a phone call from Sears prerecorded stating I needed to confirm the appointment and the parts were being sent and to contact them the day before appointment if they did not arrive. Called them and they stated they tracked the parts and they should arrive Tuesday for Wednesday appointment. They did not arrive and the tech came out. Had to order the same parts that did not arrive the day before. Rescheduled appointment for next week. Week 3 no washer. One of two parts arrived the day after first appointment.

Day before the next appointment received another confirmation recording that stated to notify Sears if did not receive the parts. Called them and was told they could not track the parts this time and the appointment would have to be rescheduled. I asked to speak to the manager and when transferred got disconnected. Called back and talked to a new Sears rep and had to explain all over again. Long story shortened I spent 90 minutes, disconnected 4x and finally asked for the person that can cancel my contract and refund my money and cancelled my third appointment.... week 4 no washer.

Would not recommend Sears repair to my worst enemy... Very sad and broken customer service. Advise to stay clear. Wish I would have read all these reviews first. I am sure I will get the same run around in refunding my contract. They already told me to call back tomorrow because my appointment won't release until midnight to allow to cancel..... Here we go....

Updated on 03/20/2015

The sofa set was stolen on February 16th. A few days before that I had called in and said that someone had open the box and to please hurry up and get it picked up. Through out this whole process Sears had always told me to keep the product in the original package, they said that they would take responsibility for it if anything happened to it. Well I faxed in my police report and now they are saying it was my fault. During this time I had called in 120 times to get the product picked up and only getting the run around. This was not my fault. Something has to be done, I am not paying for something that I asked to be returned 120 times. This is **. After what I have been through and all the ** they told me and not to mention how many times they hung up on me.

On the 30th I was told the matter would be expedited and the money would be on my card in 48 hours. Wednesday February 4th the Case Manager was so rude I didn't call back until February 9th because I was so upset. Tonight I was again promised that the matter will be expedited. I am not holding my breath. Kmart/Sears is a multimillion dollar company on the New York Stock Exchange and they can't refund money on a debit card to a customer when the item wasn't even available for purchase? I can guarantee if I had used a Sears credit card the money would be refunded already. Also, customer service isn't in the United States. They want our money, but they can't employ customer service representatives in the United States? I will never shop at a Sears or Kmart store or online ever again.

He took that as an insult and claimed I was arguing with him. He was obviously dim-witted when he does not know disabled, blind when requesting aid. He just stormed out and said "he did not have to take this from me that I was arguing with him". At 71 years of age, he was a first. I called Sears back and requested callback from supervisor to complain and reschedule workman. I was promised a callback within 2 hours...3 phone calls & 5 hours later, nothing.

We used to buy ALL our appliances through Sears. Now I remember how unpleasant the experience was. Never, never will we buy anything else. We spent $2000 plus extended warranty on this DW. Otherwise, it would be on the curb. No more Sears ever. Beware of their promises at purchase. It seems the extended warranty means they have to actually repair the broken part 3 times before they see a problem. Standing you up, shipping wrong or incomplete parts, rude repairmen, dysfunctional phone system and no return phone calls. NOT a problem...it is Sears. No wonder they have lost the loyalty of the American public.

If you are handicapped, expect no assistance. If you are blind as I am, expect to be ignored. I am sure they think it does not matter and our handicap will prevent follow through complaint. Wrong. Tools now enable blind like me to surf the web thanks to super products that blow things up like big E on eye chart. Just shop elsewhere.

The very next day the machine was leaking again. Customer Service refused to let me speak with a supervisor and would not escalate my case. I was once again at the mercy of the dispatcher who put me back in their service queue for the following Friday. When the tech arrived the third time, he could not locate the source of the leak and told us to call back into Customer Service and ask for a Technical "Lead Head". Once again, at the mercy of Customer Support, who would not escalate my case or give me priority, has me waiting another four days for a service call. I am still without a washer with no hope in sight. This is the worst customer service experience I have ever been subjected to.

Additionally, an extra power line would need to be run directly from our circuit breaker in order to be up to code. The quote for this was $350.00 extra. So $150.00 + $90.00 + $350.00 for the install to be done correctly. A whopping total of $590.00 for the installation instead of $150.00. I went into the store and spoke with the sales rep about this and he defended the installers, raising his voice and being sharp about it, quoting a point of law, that it was "illegal" to rehook my garbage disposal up, so the charge was justified. I asked why Sears charged me $150.00 for the install if the workers showing up were not Sears employees and would not be held to that amount for the installation. Then he offered me a business card where I could call a number and complain.

What in the heck did he think I was doing? If I were to complain, it would be a moot point, since Sears obviously know that they are charging for a service that they are in no way delivering. Fraud. We are sitting here with a top of the line dishwasher ($1700.00) that is not level, and an unhooked garbage disposal and being quoted law by a ** sales person. What a joke. Buy from Best Buy or someone who will hold to their original price.

5 phone calls two to a "Patrick" (calling India, doubt that’s his name) and he told me to hire someone to bring upstairs and that just because I put 2nd floor in my address doesn’t mean that is where I live, (really??? ). He could not give me the info on shipping. I get home from work and the recliner chair is on my porch in the snow delivered by UPS no signature nothing. What if it was damaged or stolen? So now I have to beg friends to come help me get it upstairs. So Sears owes me $50.00 for that.

Now I am waiting on my 2nd chair which was coming from a different store. That store never seems to be open, Patrick told me on 2-5 store would call me at home by end of evening 2-5 with del. info. NO call called 877927-7957 again 2-6 "Mario" told me call store he cannot call me back. Store not answering again. Every time I have to get someone to help me finish sears delivery it costs them 50.00 which I will sue for if necessary. So either credit me back $100.00 for completing the delivery for sears or I will be forced to take further action and go public with local news stations also.

I have had problems with the heavy duty cycle and the Oder and no Drainage issue. Once, one of your technicians said that there was nothing wrong with the washer and he left. The next day I wanted to use the machine same issues appeared. I immediately took video clip of the washer showing now absolutely no water’s comes down under the heavy duty cycle and that it was working under Normal and etc. I would be more than happy to produce the video clip if you provide me with you email address.

Today two technicians came to clean the drum and then they realized that it is not going to be fixed. The receipt that he provided with indicates that it will be $843.00 for the parts and $187.00 for labor. ($843.00 + $187) = $1,030.00. Today when I called sears (800) 469-4663 to add to my complaint to you, I talked to Martin **. He was extremely rude and unprofessional. He said that he would not escalate this to your attention. I informed him that I have the corporate offices fax number and that I will fax and certify mail it.

I have also called Samsung and they said they will support me. They said that Sears has not been unethical in the past. Samsung informed me that if this does not get resolved then they will assist me. I have ordered my receipts from Sears so that I can provide you with the total amount SEARS has spent on my machine so far. This of course would not include the technicians payment for their time to go here. Sears is probably using used parts for their customers repairs; otherwise they would not spend $843 on a part while they know it can be replaced with less.

This has caused me and my 5 year old way too much stress; even preparing this letter took a while and it is just not acceptable. Most importantly, my five-year-old son is the Early Childhood Partial Hospitalization at UCLA. When I have to cancel my appointments with the therapists at the UCLA in order to stay home for your technicians to come, this takes a lot from my son and it causes him a lot of stress when Sears take me away from the family. Further, my son has over 45 hours therapy a week at home. And that will also get interrupted when your technicians come in the afternoon.

As you can see, I have called Sears numerous times and each time they put me on hold for a long time. I am in the process of gathering all of the phone calls; (both cell phone and landline). However, I will send you whatever I have at this time, including the receipts. By the way, the serial number indicated on the receipts miss a letter. They didn’t input the correct info.

I am looking forward to resolving this matter and replace the washer ASAP. Again I have two little kids and the next appt. they gave me is on 2/9/15. If I don’t get a response immediately, I will complain to consumer affairs, I will complain and broadcast it to the Media and will take legal action for Breach of Contract. I CANNOT WAIT UNTIL FEBRUARY 9, 2015 WITH NO WASHER. I emailed to the CEO Mr. Lampert, NEVER HEARD BACK.. As you can see I have made numerous phone calls I have even more because the ones from yesterday and today are not here attached.

I bought a Samsung Washer from Sears Outlet online in November 2014. The item was advertised as having a dent on the side and as a reconditioned item. SearsOutlet.com defines reconditioned as (Reconditioned: New product that was returned, has been tested and repaired if necessary, to meet 'like new' mechanical specifications. Product may have some cosmetic damage. New product warranty still applies and you will note that all Sears Outlet products then become Sears Outlet Certified.) Their website defines "Sears Outlet Certified" as Customers Purchasing a Certified Appliance or other item from Sears Outlet should expect:

3. The manufacturer's warranty still applies to both new and out of box items certified by Sears Outlet, with the exception of Samsung out-of-carton product, which is covered by a Sears Outlet warranty that covers 1 yr parts and labor.

The washer looks more like it was dropped upside down off a 10 story building!! The washer has never worked properly and sounds like you are standing underneath a 747 at takeoff. A Samsung repairman came out and advised the washer never should have been sold in that condition and Samsung would not be honoring the manufacturer warranty.

I then contacted Sears and they advised that I would have to the Sears technicians make four attempts to repair the washer and then they could refund my money if it was deemed to be non repairable after that. The technicians came out and could not believe the condition the washer was delivered in! They deemed it non repairable and said they would not be returning three more times. The technicians took photos of the washer and sent them to their boss. They also provided his contact information should the outlet have any questions. Sears never contacted him.

Sears Outlet then advised me: "I do apologize that you were misinformed from the Samsung repairman. Samsung manufacturer recently stopped appliances from the coverage of the one year manufacture warranty, there is nothing I can do to get you a replacement or your money back on this unit. Unless you had purchased an extended warranty with our protection agreement office at, 1-800-827-6655. I will be happy to honor you a discount on another washer on our Sears Outlet site or on our Sears.com site a 10% off similar item"

So my Reconditioned Sears Outlet Certified washer never worked and Sears refuses to do anything other than give me a 10% discount on purchase of another appliance through them. What!?

BUYERS BEWARE OF SEARS!!!

I noticed after the repairman left that my water supply line was leaking, which was not at all why we called them out. I called the number I was left with to see if they could swing back by and fix it. I was told that wasn't possible because it was too close to 5:00 p.m. So, I reasonably asked if someone could be by in the morning. She said she would try to make that happen. Needless to say it did not happen. My linoleum became soaked through from the dripping that lasted for days until our next scheduled appointment and pulled from my sub floor.

I then filed a claim and had to deal with the scheister insurance company. Our refrigerator was finally fixed by a very nice man who basically admitted that Sears doesn't really care about their customers. We were finally compensated for the food loss and received a paltry sum to fix our kitchen floor. Sears, I hate you.

Original Review: Feb. 4, 2015

I purchased a refrigerator online and was charged the exact minute I ordered it. It was delivered and I didn't like it, so I went into Sears and picked out a different one. The new one was delivered and they took the one I ordered online back to the store. My Sears lady who helped me get the new fridge called the online store the next day and they said it would take 3 - 5 business days for my refund to show...

It has been 7 days now, and I have not received my refund. When I called them yesterday, they said that nobody processed the request and it would take another 3 - 5 business days!!! Then I get an e-mail telling me that they will look into the matter and get back with me within 30 days!! I am SO mad right now - they don't even know… I am paying interest on the $500.00 that they owe me!!!! This is robbery!!! If they can take our money that fast, they sure as heck should be able to give it back just as quickly!! I will NEVER order from SEARS online again... EVER!!!!

On Monday, January 26th, I had an appointment with a Sears technician because my clothes dryer was not drying clothes properly (taking 2 -3 cycles) and was leaking condensation from the door at the top and bottom of my front loading dryer. He informed me my dryer vent was blocked and charged me $99.95. He gave me the number for Sears Home Services Air Duct cleaning. I called them the same day and secured an appointment to unblock my dryer vent and clean 10 vents throughout my home for a total of $200.

On Tuesday, January 27th, the technicians arrived at home. They asked me where my heating system was located and told me that I need to have my system cleaned. I had no idea that the cost of cleaning my system along with the additional vent cleaning services would come to a grand total of $914.99. I was pressured into adding these services and not until payment was due was shocked by the price tag since there was absolutely nothing wrong with my heat/AC.

Meanwhile, the lead technician asked where my dryer was located (and remember that's really the only reason why I had anyone come to my home). My dryer is stacked on top of my washer in a large utility closet. It is not connected to my washer. The technician stated, "I don't want to deal with all that", and informed me they could clear my dryer vent blockage from the outside vent. He said he cleared it and told me that my dryer should work correctly.

They continued to use their equipment in other vents throughout my home, leaving trails of visible dust and debris around each vent. They cleaned the vent in my guest bathroom. I work from home a director of an IT company and could not directly supervise, and nor should I have to, the workers. As they were wrapping up their service, a technician asked if he could use my guest bathroom. I say of course, and he shut the door after he left. After being told that my dryer vent was cleared despite the fact that they never tried to move my dryer, I washed a load of laundry and attempted to dry them. More water than before came out of the front of my dryer and it took three cycles to dry a small load of delicate fabric clothes. I then discontinued use of my dryer for fear of a possible fire starting and called Sears immediately.

I reported to Customer Service that my dryer vent remained blocked and that was the only reason I had called Sears in the first place. I was told by customer service that I would receive a call back from "QC" or Quality Control tomorrow on January 28th. When my husband returned from work at 6:00 pm the same day, he opened the guest bathroom door and discovered two missing tiles. The tiles were clearly removed during the vent cleaning. I called Sears again and was told that someone would call me in the morning. No one called.

The next day, on January 28th, I called Sears for the third time. I asked if they could possibly check their equipment to see if my two missing bathroom floor tiles could be located and returned to me. I was put on a 20 minutes hold and told by the customer service representative that she reached out to my technicians who performed the HVAC service and that they cleaned another house after mine. She said they would check for my tiles but there's no guarantee that I would get them back. I told her that I understood that, but then Sears would have to reimburse me for the property damage. She asked if my tiles were loose and said that "wasn't Sears' problem." I reiterated that it was indeed Sears' problem because they had damaged my home during a routine service, lied to me about it or just didn't notice, and then has done nothing to address the issue. She told me someone might call me if they found the tiles.

No one called me about my missing tiles and property damage. Finally, later in the afternoon on January 28th, another Sears customer service representative called me regarding my dryer vent still being blocked. After the poor customer service I experienced so far, the lack of disregard for my property, and lies told my technician that they are cleared the dryer vent blockage, I informed this customer service representative that I have decided to hire another company to fix my dryer issue and had them scheduled on Tuesday, February 3rd. She told me that was fine, but before they could issue a refund, they needed someone to come out to my house to confirm that the dryer vent was still blocked.

I protested at first, because this is a waste of time, the dryer is still clearly not functioning. She continued to explain that they just couldn't take my word for it and would need someone to confirm the dryer did not function correctly due to vent blockage, and we could then discuss a refund. She told me a manager would come to my house on Monday, February 2nd and I told her it had to be scheduled before Tuesday due to my existing appointment with another contractor. I also asked about my property damage since no one from Sears ever called me to discuss the missing tiles and the customer service representative failed to bring it up.

She explained that I would need to email any pictures of the property damage to her manager, Nikki **. Either the sales rep told me the wrong email address or I wrote it down incorrectly, but I tried to email Nikki originally around 5:30 pm the same day and the email bounced back. I called Sears again on Thursday, January 29th to ask for the correct email address. I was told by a male customer service rep that he saw notes in my file regarding the damage and an email was not needed and that someone would call me. No one called.

After receiving a confirmation call on Saturday, January 31st, I returned Sears' call on Sunday, February 1st. The male sales representative I spoke to told me a technician would be coming to my house on Monday, February 2nd to repair the dryer blockage. I told him that was incorrect and that I was told a manager would be coming to my house only to confirm the dryer blockage still existed and that I had hired another contractor to fix the issue because I no longer trusted Sears. He said that he saw some notes about my case and that it did look like a manager would be sent to my home.

On Monday, February 2nd, a technician NOT a manager was sent to my home. A nice man, named Derek, who did not seem to understand the details of my case or why he would be sent to my home after I requested a manager. He completed an invoice that stated two bathroom tiles were missing. He checked my dryer and the outside vent and told me that minimal airflow could be felt when I turned on the dryer for him and that there was still a blockage. Interestingly, the technicians during my service appointment on January 27th NEVER started my dryer after the 'cleared' the vent. So how could they possibly confirm the blockage was clear?

I told Derek the original technicians never moved my dryer. He explained why it was harder to move my dryer it was possible and actually started to move it. I told him not to since I no longer wanted to deal with Sears due to the numerous issues and was told by customer service they only needed proof of the service not being performed to issue me a refund and I had another contractor scheduled for the next day. Due to the number of issues, he called his manager Calvin, and explained the situation. Calvin spoke to me and told me that "QC" would need to call me back and that he would ask them to do so as soon as possible. No one called.

I decided to call Sears again on February 2nd in the afternoon around 3:30 pm. I spoke to one of the better customer service reps, a male possible named Maurice, and explained my situation, again. Throughout this entire process, I was shocked about how I would need to explain everything to the Sears for 30 minutes and that during each subsequent call, I would need to explain my issues again. It would seem that each customer service rep did not take any notes, further wasting my time.

Maurice told me that if I had another vendor come out and touch my dryer, it voided the warranty and I could not receive a refund whatsoever. I explained that I told Sears that I had hired another vendor to clear my dryer blockage three times before and was never told this after living without a dryer for over a week. He told me that it was on the back of my invoice. I explained I understood, but if Sears defrauds me by lying about conducting the service and damaging my property on top of that, surely they should understand why I would not want them to touch anything in house ever again.

They did give me Nikki ** correct email address, and I then, emailed her the information regarding my property damage attached. I asked to speak to Nikki since I was never told about the warranty issue, which seemed to hold my appliance hostage and because after being promised day after day (literally) that someone would call me to discuss my property damage and service issues, no one had. Nikki was in a meeting and had to call me back.

To my surprise, Nikki actually did call me back around 4:00 pm the same day. She said she received my email and could in no way give me a refund. I told her that if Sears broke my contract by not providing a service and then LIED to me numerous times, that I am entitled for a full refund and something for my property damage so I can move on with my life and have dry clothes again. I explained the sequence of events, nearly verbatim to the content in this email above. After I explained what occurred with each conversation with Sears, she told me she "didn't know what was said between you two and would have to look into it." I asked her if she thought I was lying? I told her on my original invoice that it's clearly written by the Sears technician that they did not move my dryer and therefore did not provide the service requested but charged me anyway. She said she would have to look at the invoice.

When I pressed her regarding my property damage, she asked me how much she wanted to fix my bathroom floor. I told her that I couldn’t provide an estimate because I am not a licensed contractor specializing in bathroom repair. She then asked me how large my missing tiles were. I told her about 1 3/8" and explained I cannot replace them because they are original to my 1969 house. Further, I explained that on Friday, January 30th I spent four hours looking on the Internet and at three different tile floors for something similar and was told that size of tile is rare and it was not replaceable. When I told her the tile size, she started typing (almost as if she was trying to Google the cost of two tiles in that size).

She told me all she could offer for my tile damage and time was $65.00. I was, and no pun intended, FLOORED. I explained that no one would even come to my house for $65.00 much less repair to missing tiles. I further explained that if I cannot locate any tiles that are similar (and I cannot so far) the entire floor would need to re-tile because it would be unsightly to have two tiles that do not match or just two gaps filled in with grout. Nikki insisted Sears could only offer me $65.00 for my property damage. I asked to speak to her manager and she stated, "No one above me talks to customers. I'm it. They don't talk to you." I asked again, "So there is no one who I can possibly speak to regarding my property damage?" Nikki, "No, I'm it. That's all you're going to get, $65.00."

I then asked about a full refund for the $914.99 charged to me. She said she could do nothing to help me. At one point, she had to call me back so she could review my invoice and speak to the technicians. After calling me back 10 minutes later, Nikki stated the technicians were unaware of any property damage and that SHE would need to investigate how it happened and conduct further research that would take at least 24 hours. I told her that it was obvious that they sucked up the tiles accidentally and either did not notice, or shut the bathroom door hoping I would not notice, and it would obviously not be in their best interest to say anything now.

She said that the technicians, when contacted by her, were first being made aware of the damage. I asked how that was possible considering I spoke with Sears the day after the service and a customer service rep told me she spoke to the technicians and asked them to check their equipment for my missing tiles. I stated, "So who is lying, the Sears customer service rep on January 28th or your technicians now?" She again stated she didn't know what was said to me but she could not confirm what the customer service technician actually said. I told Nikki that I did not like being accused of being dishonest and that I had no reason to lie. I stated that I am a manager and if my employees said the wrong thing or did something incorrectly, that I would be responsible.

Further, I stated that she was responsible for her employees statements and that I did not realize that I needed to record every conversation I had with Sears or the technicians when they were in my household because, I as the customer, would have to bear the burden of proofing both the damage and that they simply did not perform the service.

After threatening to sue Sears in small claims court and to perform a charge back on my credit card, Nikki then offered me a refund that would include all property damage of $150. I thought that would the most ridiculous offer I had ever heard and told her so. She then said she would have to dig deep and offered me a refund of $200, but again that would INCLUDE the PROPERTY DAMAGE. I declined and said that I will just do a charge back on my credit card. She said, "Well, you can do that, but they will just talk to me and I am not giving you a refund. So, that's up to you." I again asked for her manager and was told by Nikki that no one above her would ever speak to a customer.

I have never in my life experienced a customer service representative, and a manager at that, so rude as Nikki **. Before deciding to call my credit card company, I looked on the Internet to see if I could contact Sears via another avenue. I called the customer relations department at 5:30 pm yesterday and spoke to Christopher. He started a claim for me right away with Sedgwick, your insurance company, and seemed shocked that anyone from Sears would try to handle the property damage themselves as Nikki ** did. I asked if it was Sears policy to refer any customer with property damage immediately to your insurance company. Christopher told me that it was.

I stated that since Nikki lied to me and told me that all Sears could do is offer me $65.00 to cover my significant damage and that she as a manager was the only person I could talk to and I could not appeal my case further, I asserted that I would never speak to Nikki again. She is a liar who tried to DEFRAUD me by refusing to give me the correct information to resolve my property damage complaint.

Christopher further advised me that I should reschedule my appointment scheduled with my contractor to clear my dryer blockage since it would void the warranty. He said, just give us 24 hours to add the notes from our technician service from February 2nd to the system and they should be able to give you a refund since it clearly states in multiple places in your file that Sears admits they did not perform the service I hired them for. I was on the phone with Christopher until 7:30 pm and combined with my earlier calls, that makes a total of 4 hours on the phone with Sears. So, I rescheduled my service with my new contractor to clear my vent. Christopher told me to call back the next day (today).

I called Sears around 12:15 pm today. Spoke to a nice female customer service rep. She told me that a note existed in my claim for HVAC to call me. I said that it had been a week since my issues began, spent 30 minutes explaining the sequence of events above, and that I was told to call back to see if the notes from the technician on February 2nd were entered in the system. She stated that a note in my file explicitly stated, "Customer will not be given refund." The very opposite of what I was told yesterday. I explained that I did not want to speak to Nikki again and did not understand why I had to wait for someone to call me back. The customer service rep gave me this email address and told me she would open an "executive complaint" and give them 24-48 hours to call me back.

Are you seeing a pattern here? Every single time I call, I waste 30 minutes of my time explaining my situation only to be told someone will call me. Frustrated, I called back. Explained my situation and was told that no note of an 'executive complaint' was made. I was told someone will call me back again and that's when I decided to write an email to Sears HQ.

My husband called Sears Service, they told him they have no vacuum sent in for us. UPS Verified it was delivered, never mind the voice mail we received regarding service. They put him on hold for 20 mins before he hung up because he was at work and couldn't continue waiting. I then chatted online regarding the repair to find out what was going on. They couldn't find my vacuum and didn't know anything about what I was talking about. I ended chat without resolution (in anger/frustration). Called the # the person on chat gave me. This lady was somewhat helpful. She finalllly found my vacuum order online. It was not associated with my account and should have been. So she said they were not seeing the purchase and/or warranty or the ext purchase agreement. Even though my name, phone #, and address were correct in their system and this is the information I was providing all along. She resolved this step.

She said Purchase protection Dept said they would refund the entire amount of vacuum purchase, once I return to them. (Umm you already have it and I can't return if Sears won't send the vacuum back). Supposedly the vacuum is on the way back to me, but they could not verify this and weren't able to give me a tracking #. Instead I was told, someone will call me within a few days to verify it was being returned. Told once I receive the vacuum back I then have to make another phone # for the Purchase Protection Department to request the refund. I am EXTREMELY disappointed in the support I was not able to receive by multiple stores/departments. I will never buy an appliance from Sears again. I will also cancel my Sears credit card. This was a terrible experience and I'm truly disappointed in Sears.

I called that number and the gentlemen informed me that the store would not release their last stock but he would call the store and arrange to have them release it for me. He cancelled my previous order and took my credit card number again and told me it would be available for pick up by 2/3/15 order #**. The following morning I received another email informing me that Sears could not satisfy this order. I once again called the 800 number and proceeded to get the runaround for over 2 hours.

I had 4 dropped calls, placed on hold by a case manager for 25 minutes at which time the call was also dropped (with no return call from that person) and finally spoke to Patrick (**). He informed me that he was the highest supervisor I could speak with. I was trying not to be rude but I found it difficult to believe that he was the supervisor when he had trouble using the English language. He mumbled and used the word umm several times when he was at a loss of English words. He would not tell me what state he was in so I was left to believe that I was either speaking with someone from another country or the dumbest supervisor in North America.

He told me there was nothing he could do to get my son's birthday present to me by his birthday February 6. I told him then he not only lost my sale but he lost a customer for life. He obviously could care less! I am regretfully informing you (Sears) that neither me, my family nor any other person who will listen to me, ever buy another item from your store again. I am ashamed that a company like Sears who has based their reputation on customer service and Americas store, could be so unprofessional. Regretfully sad customer.

The waiver states "dear customer: In order to repair your appliance, it must be moved. There is a possibility of damage of which you should be made aware. Although we are careful, many floor covering materials in use today are soft, and appliances tend to depress the floor covering and adhere to it. Movement can sometimes cause a tear or deep scratches on the flooring. In addition, some built appliances become wedged too tightly and are difficult, if not impossible to move without marring the surrounding area. In order to avoid a possible misunderstanding later, please sign the release form below, acknowledging that I discuss this potential problem with you before moving the appliance.”

The first technician was rude and refused to repair my washer if I don't signed and he called his department and I spoke to the department who kept insisting that they have a claim department for any potential damage that would take place but that I still have to signs the waiver which does not make any sense. I have been in the phone with Sears for over a week so far to resolve the problem and Sears agreed that I should not sign the form and they had never heard about this form before.

So they manage to set up another appointment for someone to come and repair my washer and they send two technician since my washer is a large equipment and it needs two man job to lift and check the bottom of the machine. For the second time, the technician was more rude than the other one, very disrespectful and refuse to fix my washer if I don't sign the waiver and screamed at me when I requested to speak to his manager and said "my manager does not speak to customer” and left my house.

The Sears agreement doesn't state any article for this form and Sears kept ignoring the problem and transfer me from a department to another and another. And I read the 18 articles in the terms and conditions in the master protection agreement from Sears and there is nothing it says that they can damage your property while fixing your machines. I told Sears on the phone that I am going to sue them for this.

After 96 hours had passed, I called back and was told I was denied. After 2 hours on hold and being transferred to 5 different people, it was finally arranged. I was to get a phone call in 24 hours to arrange transport, so then I received an email stating the new mattress would be delivered on a date that I didn't pick, to an address I don't live at. I had to call again to get this fixed, another 2 hours on the phone. Then I received another email stating a new mattress was coming on the correct date and correct address, but now they have the wrong mattress coming. Have yet to find someone on the phone to be able to fix this after another 2 hours on the phone.

Never purchase something from this store again. I have been hung up on, transferred over 6 times in one phone call, left on hold for up to 45 minutes. The customer service of this team is unbearable. It's not worth it!! I want to just return the stupid mattress but was told that I had to wait 30 days. Funny everyone tells you something exactly opposite from the other person.

Well, long story short, it took an hour to just get a diagnostic and an estimate (handwritten). As I was leaving, the tech came back and handed me a printed estimate. Second appointment the guy didn't even show up. He said he arrived at a certain time, but no one was at home. Not true at all!!! He entered into the Sears system that he arrived at 4:17pm and no one was there. Not true, my landlord was just speaking with Sears at 4pm. I was sitting in the driveway "waiting" at 4:10pm. My landlord tried to call the tech, back on his cell phone to have him return, but the phone was forwarded to voicemail (how convenient). The last appointment (today). I was up at 7:30am waiting for appointment that was scheduled for the hours of 8am-1pm. After several hours had passed, my landlord finally decided she needed to call since there was not call stating that they were on the way.

At 12pm (ish), the Sears Rep stated the technician had already been out to the property but no one was at home. Wow, are they kidding?! Of course, it was nothing they could do, the technician was off for the remainder of the day. Growing up I remember Sears being the store of integrity and good service. You would think with all the other big stores they'd get their "ish" together and provide way better service. What terrible customer service. Shut them down!

After 1 month, and NO CALL BACKS, the microwave was finally delivered and completely damaged!! It was sent in a different box (not the same product) that was torn and duct taped. The door was dented in 6 places. Pieces of plastic were snapped off, the seal was broke, the handle was completely scuffed and scratched down to the metal. The plug was bent, both sides were dented in as well. I called the CA store that it was sent from and again there was no answer and no one ever picked up. I called SearsOutlet.com back and all they offered was to send UPS out to my house to pick it up and they would refund my money once they received this back in their warehouse.

NO ONE WOULD HELP!!! No one ever called us back!! They would not escalate or contact Corporate office. This is the WORST experience ever!! After over 1 month without a microwave, we are still out all of our money and are on our own. Worst service ever!!! I doubt we will ever get our money back and we will probably be out more money to hire an attorney to get our money back again. They don’t even deserve 1 star, but the system forced me to at least add 1 to post. STAY AWAY FROM SEARS, SEARS OUTLET AND ESPECIALLY SEARSOUTLET.COM!!! WILL NEVER DO BUSINESS WITH THEM AGAIN!!!! SCAM ARTISTS!!!! LIARS!!!!

No phone call, no mail, nothing. I did not even hear the Fedex truck pull up and drop it off. I did get a response from Sears on February 4, the day after it appeared on my doorstep.

Original Review: Jan. 30, 2015

I took my Panasonic DVD Recorder in to my local Sears store for an under warranty repair on or about October 1, 2014. Around December 1, 2014 I called the repair service and was told they never received it. I went to my local store and found it was still on the shelf, (had not been sent for repair). January 30, 2015 after many phone calls I still know nothing. I have absolutely no idea where it is or if I will ever see it again.

When I informed them that haul away and hookup was included they brought them in. Then washer was not hooked up because we were told we need new faucets. I asked that the dryer door be turned and they told me to call Sears and they would send someone else out. After all of that the dryer was defective and another delivery date was set to bring a new one. Again, I took time off from work for a confirmed delivery of January 29 between 1:45 and 3:45. I received a voice mail at around 10:30 a.m. saying they were running early and would be there around 11:30!

My husband called them back and told them no one would be home until 1 p.m. I arrived home around 12:30 and tire tracks were in the drive and footprints up to the door. When trying to call the driver again they hung up. When I called the Sears Delivery # I was told that the drivers submitted a report saying that the dryer could not be delivered because of the weather conditions and ice on the driveway!!! The roads had NO ice on them and the drive had maybe 1/8" snow.

I believe that they wanted to end their work day early so they lied about why they hadn't delivered. This whole experience has been a total nightmare. Please do not deal with Sears for anything and maybe the public will get the word out that this is a horrible company. On a side note I called the Sears.com customer service and they would not even let me tell my story without switching me to the delivery services. I supposedly spoke with a supervisor who could care less about what happened.

The sales agent, first of all, was taken back when he saw the words on the warranty (as if this is the first time he saw this). Secondly, he asked if I had a code. He couldn't order anything without a "code". I said, "no code" and directed me to call the 800-4my-home. After explaining this to the individual (after a couple attempts - so that my request could be understood) they stated a technician would have to come out to look at it and would be a $95.00 charge. The earliest would be the next day between 8-12. I said 8:00 is best.

Day 2 (full day off work) - The technician arrives around 9:00 am. Walks downstairs, turns the corner and says, "Yup, it's leaking - there is nothing I can do." (attached image of leak) Really! That's what I told the sales agent the day before. I also said, "I am not paying $95.00 for a 5 second service call." He obtained the model number, serial number etc. and went to his truck to write up the receipt. After I received the receipt, I asked if I just take this to the store and he said no. "Sears will contact me within three hours". Really, three hours!

Anyway, about 10 minutes later they called and stated the new one is on order. Home delivery will occur faster than to the store and she will remove the delivery charge. She said, nothing in stock. In store will be next Thursday, home delivery next Wednesday. I said is there anywhere near by that I could pick up the heater? All of sudden she said, it will arrive on Monday (5 days after the present phone call) to the local store. She gave me a ticket number and the local store number to call to find out about when the truck arrives. I had called around local stores (up to 00 mile radius) to see if anyone had a heater and I could go and pick up. There was none to be found.

Day 5 - Soon after the store opened I called and they stated usually, the truck arrives anytime and would take a couple hours to unload (300 items). I said, call me when the truck arrives. 1:30 - I called and they said the truck just arrived. 1 hour later, I went to the store and they hadn't started on the truck as they were waiting for people to come in and unload. They kept saying, "didn't know where in truck but I'm on the list". At around 4:00 I had the water heater and on my way home to have it installed, which I had previously set up with a plumber.

My question is if this happened to anyone of the individuals I talked to, would it take just as long? After taking 2.5 days off from work, having a wife and kid, and it occurred in the Winter, the number of hoops I had to go through was unacceptable. In my opinion, this should have not taken more than 2 days (max.) to complete and satisfy me, the customer. I want to refer you to an article I found from Chicago Business, January 27, 2015 - "Sears slashes 100 jobs at headquarters". In this article the talk is about closing stores, how Sears is troubled, and not keeping inventory. This was the worst experience I have had and will not be buying anything else from Sears. I hope with all my might that this new water heater does not fail. If it does and it is within six years of the purchase date of January 21, 2015 - I should be able to call up and have a new one installed the next day!

Third person said that someone should contact me within 48 hours after the first person said someone should contact me within 24 hours. Should not 'would call me back'. Not one rep had the correct information or not being forthcoming with what really is going on with refund!! They would not allow me to talk to a supervisor at all. They just kept passing this off to other people that would give you a name, but when you called back NO ONE has heard of that person that you were talking to previously too!!! What is going on here? Very fishy - and my bank has notified me that my account has been compromised!!! How can you trust Sears and their employees?!!!

I contacted customer service and they replied that the price difference is because of a 90 day warranty for Sears installed parts. By that logic, a $20k car would have a $35k warranty. I purchased all of my appliances in my home from Sears. That total was over $10k. In ten years, I have had to service each and every appliance (the oven twice). Gouging customers is not the right thing to do, you have lost my business and that of any friends and family I will share this with. YouTube and Amazon will serve you far better than Sears will ever.

I gave Sears the benefit of the doubt since I thought they were a reliable company, but I was sorely mistaken. Not sure anyone in answering service is base state side. After this experience and the online support and total runaround I received, I do not believe I will ever do business with Sears again. This situation truly upsets me since I try to support (as far as I can tell) American companies.

2 weeks later my dish washer broke. Had someone from Sears come out to FIX MY BRAND NEW DISHWASHER NOW... Guess what happened next...nothing! He had to order a piece. Day before they were suppose to come and FIX my dishwasher, I get a call that the piece was on back order!!! Number of phone call later I have convinced them to just send me another new dishwasher. How could 2 out of the 3 appliances be faulty?!? I just received 3 phone calls about the same dishwasher delivery...with still no date set!!!

I can't explain how frustrating it is to buy 3 new appliances from Sears - and 2 of them be faulty! The number of phone calls I had to make and give my information to over and over is so annoying. And to top it off, I had to arrange my work schedule to have 6 different days off to be home for these deliveries and I still don't have 3 working appliances!!! Never again will I buy a Kenmore appliance. Never again will I buy anything from Sears!

The last time this occurred was tonight (JAN. 26th) when they called me yesterday to confirm that someone will be at my house between 1 and 5 pm and I HAD to call them to inquire where the technician was at around 4:30 pm. When they finally answered the phone they assured me that the technician was running late but he/she would be here in a little while. After 2 hours of waiting for this supposedly late technician (6:30 pm), the customer service rep said that my appointment had been rescheduled AGAIN to FEB. 6th without anyone letting me know of this (meanwhile I had been assured that the technician was running late, thus I wasted 2 hours in vain).

Not only is this unprofessional but it also shows a lack of concern with your customers because when it comes to processing payment, SEARS repair department wasted no time in taking my money ($240.00) for this service plan they offered me. I will not recommend this service to anyone and I would like to say publicly that this is the WORST customer service experience I have EVER had with any reputable company in my life! I DO NOT RECOMMEND ANYONE USING SEARS HOME SERVICE EVER!

Sears is doing nothing to fix my issue. I have been dealing with them since the beginning of January and I still have no resolve.

Three weeks later after multiple phone calls I received a PARTIAL refund of $250.00. A few weeks later after multiple phone calls I received a refund of the $175 balance and a debit to my account for the same $175. Basically a zero dollar transaction. Every case manager this has been assigned to has been inept at best. There are no U.S.A. based representatives that I can speak to. I'm on hold with them as I write this complaint. It's been 40 minutes and they still can't find the refund transaction. I complained on the Sears satisfaction survey. I got no response. The customer service is horrible. This is definitely my last Sears purchase for a long time...

When the technician arrived (second one), the part he replaced did not fix the problem. He and my husband both saw that it was arcing inside the microwave. The technician said that this issue was not fixable. He took pictures and spent time on the phone with his office telling them that the microwave needed to be replaced. Sears was supposed to call us within 24 hours. 5 days later, my husband called them and they said, "Oh no. We don't call you. You have to call us." Then they told us that the pictures weren't good enough and they had to be taken again by another technician. They had received pictures of the black marks where the microwave was arcing. Their response was that it was not possible to break there.

2 weeks later, a third technician came over and basically agreed with the original diagnoses. He took several new pictures and then sat in his truck while he talked to his office. They still didn't believe the pictures - once again because it was impossible for this microwave to break in that particular spot. Our microwave had been out in the garage for a couple of weeks and was partially disassembled. They told the technician to put it all back together again and validate, however, my husband and I had left the house to go to a movie so he couldn't do that step.

What a waste of time! Basically, Sears service is calling 2 of their technicians and ourselves liars! My husband went to Sears that evening and voiced his complaints to a manager in the appliance section. Once again, we were promised they would call us no later than 3 PM the next day, and, once again, no one called us. 2 days later, Tom went back to Sears. The manager there promised to get this issue escalated. We're waiting... I want a microwave!! Instead, I have a hole in my kitchen where a microwave is supposed to be. This is ridiculous. Sears has spent FAR more money sending technicians to the house and wasting everybody's time, than they would have spent just giving us a new microwave. It's only 5-6 months old. It's under warranty.

I began questioning them and they finally discovered that the chairs had been delayed until April? What? I cancelled the order? DOES ANYONE AT SEARS KNOW WHAT IS GOING ON? My mother is 91 and with not long to live would have just liked to have her chairs! If we had known sooner we could have already ordered and received different chairs, but at least she would have had some! The lady on the phone did not even care and she was rude! Sears should just deliver them two nice SMALL recliners! Why should anyone buy from SEARS? This is unbelievable!

I received a phone call on Thursday morning from a man who barely spoke clear English and stated that the refrigerator would be delivered between 11-1. I told the man that I would be out during that time for an important meeting. He stated that he would schedule my route first and be there at 9:00 a.m. Well as I was waiting patiently 9:45 a.m., I received a phone call from Sears stating that they received my cancellation and request to reschedule for a different day and I stated I had no idea what they were talking about as I was to receive my refrigerator at 9:00 a.m.

He stated that the delivering company stated I wanted to reschedule to a different day, and I told him, that, that's not anything close to what I informed him and what he informed me. So Sears asked if they could deliver on Friday instead. I agreed stating that I would take off of work to receive the order. Friday comes along and it's 5:00 p.m. and still no refrigerator. I called Sears to find out when they would be delivering the goods and they stated that they tried and no one was home! WHAT?!?! I took off of work to receive the order and I was home all day... waiting!!! They asked what color my door was as my door is white. They said they knocked on a dark colored door! Wrong Door Morons!!! Now I am getting upset. So they said well we can deliver on Sunday! UGH!!!

So I agree... Sunday rolls around - no phone calls stating times of when it was to be delivered after I was told that I would receive a phone call 2 hours prior. So, I head to church which is down the street and I receive a call from my 16 year old son. “Yeah, They Came and then left because you weren't home”, and he couldn't receive it. Remind you... no time or phone call from anyone in Sears or the Delivery Company. I called and they apologized again and said they would be there before 4:00 p.m. Well yep, you guessed it. 4:30 comes around and still no refrigerator. I called and they said “Oh, the warehouse is closed” and they can schedule a new delivery for 2 days later!!! WTF?!?!

This company outsources their customer service department because all they care about is money. Customer Service is far from their employee handbook and no one records, documents or fixes customer problems. The worst company to do business with. There is no accountability of consistencies. You will be disappointed!!

During this time we called and emailed Customer service and had no response. We called Sears Protection plan and they could not help us. We called the maintenance group and they ignored us. Many many people claimed they would look into it and call us back and no one did. Finally 2 weeks ago, an "expert" came in, conference called LG and together they decided the fridge was not fixable and that we would therefore get a new one. A week went by and no one called us. We called them, were told that someone would call us to explain how we should proceed. No one called us.

Today we got a hold of someone and were told that yes, in fact they would give us the current replacement cost as a store credit and we could use that to purchase a new fridge from Sears. We said Great! But...the credit would be for $2100! How is that fair? We asked. The Sears person said that in their opinion, "Current Replacement Value" meant the Depreciated amount we paid and so from the $3500 we paid 2 years ago we would get $2100. We asked how that was possible when the agreement said clearly that we would be entitled to either a Refurbished model, a New Model not to exceed the original price, or a Store Credit. He said that it was at their discretion and that in their opinion, Current Value meant Depreciated Value.

I then asked that they not give us money but give us a comparable fridge. He said we could get a very good fridge for $2100. This went on for over an hour. We got nowhere. We asked for his supervisor and he said he would ask him to call us but could not guarantee when. So here we are. 6 weeks without a refrigerator. Not enough money to replace what was a new lightly used fridge and another promise that "someone" would call us.

I strongly suggest that if anyone is looking to purchase a new appliance that they look anywhere but Sears. They are disorganized, dishonest, and could not care less about their customers. They would rather pay $1500 fixing what is unfixable than admit they sold a lemon and make good on the protection plan contract. They do this expecting that it would not be worth our while to engage a lawyer or go to court and that we would walk away.

When I called to complain again recently, the service representative David said, "Well it's not like we send out techs to tinker with your machine and order more parts." I am irritated with this entire situation and the nerve of the representative to get annoyed about my complaint. Supervisors are never available to speak with you and the representatives just put on hold and pretend that they can assist you but they cannot nor will they provide a contact number for some in authority to assist. Anyway after two motors, a rebuilt interior, multiples service call and several inconveniences, my GE washer is still broken. If anyone out there reads this you may want to think twice about allowing SEARS as your service your appliances.

Here are the problems: The new schedule was for 10 days later. I do not understand that Sears has no one that could come to replace the technician. Do I really have to go to the bottom of the schedule list? But, hold on, it gets worse. I called to the department after this unexpected news. The person who was trying to help me put me on hold for more than 20 minutes, until I realized that there was no one on the other side of the line. But, at night, I received a call from a machine to confirm the appointment for the next day between 8:00 AM to 12:00 PM (the original schedule). A doubt appeared. Did she really found another technician, or was it a mistake?

Sadly, the second option was the correct one. The machine was confirming a non-existent appointment. Now, I have wasted almost my entire morning calling to different departments to see if I can fix my dryer sooner than in the (10) days. They offered $25.00 weekly to take my clothes to a public laundry service, really? I have two little boys; I don't trust the hygiene of those public laundries.

They also offered me to go to a rent store and rent a dryer until the day the technician comes. Great! I have to go the store, load the dryer in a truck (that I need to pay for), and return the dryer to the store when I finish. Then, they will send me the money for the rent of the dryer. Do they really think I have time for that? Do they know if I have the money for the truck and the dryer?

Big problems with this department. They showed me no organization at all. How is it possible that the machine called me to confirm an appointment that does not exist? Why do I have to wait so long because the technician is sick? Where is the respect for customers who trusted this store? I bought my appliances in Sears, bought the extended warranty, and...? There is not doubt that I will never buy anything else in Sears. I will share my feeling with those people who need to know my experience. I am sorry, but I am very upset.

We had already gotten rid of the old furniture and not to mention I'm expecting. I have to sleep on the floor for 6 days PREGNANT. I asked about getting a different model that could come sooner and they told me they would have to cancel my order (at least a week for the refund) and purchase another set. Why can't you use a credit from the purchase I already made towards a new set? They dropped the ball but the customer has to suffer. I will never spend another dime at Sears! I should have went to Sleepy's like I started to.

My spouse even offered them the help and they refused. Whatever excuse they came up with is a complete lie. We had a king size bed and if a king size mattress can fit, any other smaller size will definitely fit. So after that I went to the store and explained the situation and they even agreed with that, what the delivery guys said it didn't make sense. So another delivery is scheduled for the following week on the 10th and around 7:30 the guy called and he says that they loaded the wrong size of the adjustable foundation and I told them to deliver when they have both two pieces. Called customer service again, explained the story again and I was transferred at least three times.

I finally spoke to a person who seemed to convinced me that the delivery will happen on the 14th with no issue. But guess what, they called telling us that the foundation is broken so they don't have it. Called customer service and explained the whole story again and the person reassured me that, the service I received from Sears is unacceptable and that he will take care of the issue personally and he asked for more time in order to make sure the delivery is done promptly. So he scheduled delivery for today the 21st. I waited and waited and when I see nobody coming called customer service again and nobody could help at all. They just keep repeating the notes written on the file which did not have anything with what exactly happened.

Bottom line, sears deals with third party delivery company on which they have no control over the service quality level or customer satisfaction. I went in circle several times and my products are still not delivered. This was the worse service ever. In all departments I spoke to, no one seemed to have any clue of what's happening or have some sort of control of the situation. My next step is to send a written complaint to the Toronto office to see if anybody can solve my outstanding issue. I am just tired calling customer service every day and I don't believe they will be able to help at this point. Thanks for letting me express my frustration about the unacceptable service I received from sears personnel.

So I added some more oil. I fired it up and used it again, still has fresh gas from two days prior. After about a hour I noticed oil spots on my drive way, sidewalk and patio. So this time it's really leaking oil. I took blower back into Sear maintenance shop, told the gentlemen what was going on. He wrote it up as I explained to him the problem. Ten days later I get a call from Sears and they're wanting $ 201.00 to fix it. It was 159.00 new. They said I either let it run out of oil or I didn't put any in so the cylinder was scarred, and voided warranty and it needed a new carburetor. I said, "You just put one in 3 months ago."

Because I didn't dump the gas out after every time I used it, the carburetor was (GUNKED-UP) void warranty. So disappointed in service department and sales. I think if it was so vital to dump gas out every time you use the blower, (if known) there would have been no sales that day. I talked to mechanic and he say it's in the policy manual to do that. I've been a Sears member since 1972 and I have never done that before. So why doesn't the gas filter in the tank work? Or why isn't there a gas shut off on the gas line. But it's my fault he says. Bye Sears you just lost a customer of 43 yrs, I will never buy any gas driven machines from you again.

We could not get a clear answer from anyone we spoke to. When we confirmed our credit card information to the representative, it matched with what we had previously provided so we are completely unclear as to why the order was canceled in the first place. We are now out $2500+ and we were told that if we still want the bike, they will have to re-order the bike, requiring us to provide our credit card information again and presumably wait another 2 weeks for a home delivery. No one has been able to give us a sufficient, clear or consistent answer as to why the order was canceled in the first place, even after receiving the confirmation call 2 days ago. Conveniently, no supervisors are available to speak to us. Sears has completely wasted our time and has stolen our money. It is the worst company and we will never buy anything from Sears again.

The day of the installation, the project manager sent me pictures of the kitchen, as I had requested. I immediately informed her that the sink was to be stainless! She said that I needed to speak with the salesperson, whom I had not spoken with since the contract signing. Once calling him, he informed me that "the contract says" 'white' sink. I told him that I needed to have a stainless sink installed. At any rate, the project manager neglected to contact the cabinet person of my desire, so the back splash was completed which, according to them, made it impossible to remove the white sink and install a stainless sink. So, as it stands, the white sink is in the home with stainless appliances, stainless door knobs and stainless handles.

As it turns out, also, Sears' contract does not have a line-by-line check-off for the buyer for the details of the type sink, but rather allows for the salesperson to make such a selection. How preposterous is that? I spoke with a higher manager who asked that I sign-off for the kitchen's completion, but I declined to do so at this time!! I need a stainless sink! It's no wonder Sears if failing financially! This experience, along with an unsatisfactory heating duct cleaning, has ended my dealings with Sears!!!

We called numerous times to inquire about the 'credit' we were promised. Finally, someone said to us "Oh, you never got the credit because you were supposed to go online and fill out the SEARS portion and then they would send it to you, but, you were to do this within a week of your purchase, and now the time is up, so you do not get the $80 credit, sorry, bye". WOW. How can this be legal? NEVER AGAIN SEARS!! YOUR COMPANY WILL NEVER GET ONE DIME FROM US. EVER. PERIOD. END OF STORY.

Updated on 02/08/2015

Have had numerous conversations with numerous techs. Sears sent someone to check unit on 01/29. Have not heard a word from anyone from Sears since 01/29. When I call they say Taylor is my case worker but have only talked to her once on 01/15/2015. Unit still not working but I'm still making monthly payments. Acct in name Marvin **.

We have purchased our last appliance from Sears. We will purchase from other businesses that have made successful and stress free deliveries. Sears was okay, the driver from the subcontractor is, in my opinion, not competent to make the deliveries for Sears. As long as Sears doesn't care enough to change the situation, they won't care they have lost our business.

I said that I would not be able to have time off to stay at home for the repair through the end of the week, but he said that he'd be able to return that Saturday in order to conduct the repair once the parts arrived if they did not have them in stock at the local warehouse. I attempted to call three times and sent text messages to the technician on 29 December 2014 to determine if he was returning to the house. I received no response. I departed for my trip about five hours later than scheduled and returned early from visiting family on 2 January 2015 based on the statement made by the technician when he said he would return for the repair by Saturday at the latest.

I spoke with Sears customer service numerous times on 2-3 January 2015 and they said that their technicians do not make repair calls on Saturdays. This was never expressed to me and they said that they are not responsible for the statements made by their employees or technicians. This was also the first time that we learned of a 13 January 2015 appointment to repair the washer and that the circuit boards (based on my troubleshooting as a non-technician with no experience working with washing machines) were going to be shipped directly to our residence. I explained that the repair date would leave us without a washing machine for nearly 5 weeks for a family with both adults working full time (active duty officer & a federal employee) with little time to make it out to a laundry facility. I asked why an appointment was scheduled without ever consulting us or determining if the appointment would work with our work schedules. They said that was the earliest they could provide and they weren't sure why their technician didn't have the parts on hand for his first visit since he was able to order them without performing any diagnostics or troubleshooting other than talking to me about what I thought was wrong with the machine.

Sears automated system called on 12 January 2015 twice to confirm the appointment on 13 January 2015. The first confirmed that the appointment was from between 8-12AM. The second call said that we were the first stop on the technician's route and they would arrive between 8-10AM.

At 12:34PM on 13 January 2015 a technician called to inform us that the local technician in our area called in sick and was not taking his call. The technicians arrived at 12:50PM. My spouse took off a morning of work in order to wait for the technician that was supposed to arrive between 8-10, assuming that the repair would take no more than 2-3 hours maximum since the parts were already at our home.

The second group of technicians performed their job well, but were unable to rectify the situation with the repair. Our family has been out for more than 5 weeks without a washing machine and Sears Customer Service's stance was that a replacement was not possible due to a policy that states 4 repairs in 12 months must occur before a replacement is an option.

I requested that an exception be made for the extreme nature of the circumstance due to the length of time for the inconvenience as well as the terrible service we encountered with that technician. The common response was that there is "nothing we can do to help. Sorry." When they said that they could not guarantee that the projected repairs would rectify the situation during my calls on 2 January 2015 (which ended up being confirmed on 13 January 2015), I asked for a replacement so that the issue stopped being an inconvenience to work schedules as well as the inability to do our laundry. I expressed concern over the way that our concerns were dismissed and that the Customer Service representatives, on numerous occasions, said that they are not liable for the statements made by their employees or customer service staff. They said that their policy is that a replacement will be offered if a repair is not possible due to lack of parts in the system or if four repairs occur in a 12 month period. They said that there are no exceptions to their policy and, essentially, said that I am at the mercy of their schedule and needed to deal with it.

I was never informed of a follow on appointment after 4 calls. I finally checked online and saw that another appointment was scheduled for 20 January 2015 with no consultation or regard for my family’s work schedules. I received this information before a holiday weekend leaving me 3 hours in my work day to inform my superiors that I will, once again, need to miss work to wait for a technician. The utter lack of accountability for statements made by employees, the inconvenience caused by their poorly managed service processes/logistics, and disregard for work schedules other than their own is appalling.

As of today, our family spent two days waiting at home for technicians, cut a family trip short based on the statements made by a technician to make an appointment that was never made, had an appointment made on 13 & 20 January 2015 without consultation or regard for our work schedules, and ultimately are still left without a functional washing machine after 5 weeks. I've been a long time Sears and Craftsmen customer. My grandfather and father always told me "buy Craftsmen because you can't beat their warranty." I'm sad to say that this experience has completely reversed my long term opinion of Sears and their willingness to stand behind their products and services to make things right for the customer.

I already have a problem with them when I purchased the refrigerator. I was told about the delivery date, my kitchen was ready and set up for it. Nobody came. Come to find out, the salesperson did not schedule a delivery for me so I have to wait another 3 weeks. She said she will refund my delivery fee. She DID NOT! No wonder this company is going down. Poor service, poor products, and all they want is more money from you. I vowed to never purchase from this company again after Sept 2011 and I have not. Please do not do business with SEARS!

Recently the fridge had a low cooling issue... I call in sears and this guy shows up... doesn't know English and whatever I say is met with a blank stare... and he would mumble something which I had difficulty comprehending. Anyhow, the guy comes in, opens up his laptop and plays around with the ticket a bit and says "it is your compressor that is at fault..." "HOW the heck did you find that out," I demand... "don't you need to do some tests..." He says ok... and then moves the fridge forward and opens up the compressor panel and started a battery of tests.

Everything he tested was a green on his machine but he said in the end "compressor bad." I asked him about the green lights and he stared back. Then he proceeds to do things on his laptop and provides me a bill for 777+ usd for replacing the compressor. I was shocked and disappointed. I said no way then he billed me 101 and left the place.

Bad servicemen are in Sears now was my conclusion. I will try calling up for a second opinion. I think it is out of freon. But what got me was his pulling-outta-thin-air the issue... Appalling! I will ask for a second opinion and hope they say it is a freon issue. It is cooling but not cooling well.

I had to wait a few days for the scheduled service call. Nothing was mentioned about a part being shipped, but the day before the scheduled appointment, I got an automated message. When I returned the call, the young lady asked if the part had arrived. No, I didn't know anything about a part. She stammered a bit, said she'd check her records, and then came back saying that no, it looked like there wasn't a part involved after all. I stayed home from work the next morning as scheduled to wait for the repairman. After a while I got a call asking if I had received a part. No, I wasn't expecting a part, nor had one arrived. Oh but yes, a part was being shipped to me. He checked his records. "Oh wait a minute, it's not supposed to be delivered until this afternoon." "You mean you had me stay home from work this morning for a service call that isn't going to happen because the part isn't scheduled to arrive until this afternoon?" "Yep, looks like that's the case."

So the service call is rescheduled for the next day. Unfortunately, my lost work hours and meetings can't be rescheduled. So the second day I come from work at noon to wait for the serviceman. More lost hours, more missed meetings. He arrives at 4:30. Laughs as soon as he arrives, because he sees the part on the counter. Turns out he has a truck full of parts that they shipped and he hasn't used. One three-second test tells him it's not the part that's the problem. For some reason he doesn't have diagnostic tools for this machine, so he has me go online, look up the error code and print out the instructions for him. (That's weird; I thought he was the expert.) On further investigation though, he finds a large crack in the "tub", says it was likely damaged in shipping or installation, takes some pictures, and his superiors end up agreeing with him that it's not repairable, so I should get a new dishwasher under the warranty. Someone will call me in 3 business days to give me more information.

Friday a young lady calls, two days ahead of schedule. That's good. She tells me that I am scheduled to get my new dishwasher delivered and installed on Saturday, with the old one hauled away. That's very good. I happily cancel my Saturday plans to stay home and wait. The truck shows up, they bring the new dishwasher up to my unit, and start to leave. "Wait, what about installation? What about hauling the old one away?" "Nope, we just deliver. We don't know anything about installation and haul away. If it was supposed to be installed, it would have been a different crew. Not us. No, we don't know who you should call. Sorry. Bye."

So I call various 800 numbers I find here and there, spend over an hour, talk to eight different people. No one knows. Someone else's fault. Someone neglected to check the right box for installation. Local contractor says it's not her problem. "Someone may call you next Tuesday." Today I decided to register a complaint on Sears' Facebook page. Got a reply in a few minutes, sounded promising at first, but just more of the same runaround. No one knows. It's no one's fault. No one evidently has a record of any of my conversations. Someone from the contractor may call me tomorrow. Or not. Maybe I'll have to stay home two more days, because installation and haul away are two separate functions. Or maybe not. No one knows. Not their problem. Is it any wonder this company is circling the drain???

I have repeatedly suggested that Sears simply re-order the item for me and send it to me, at which time I will return the incorrect (and much less costly) item. They are adamant that they cannot do this. It is evidently a corporate policy matter. My only option, I am informed, is to return the item, get a refund to my credit card (which remains debited for the order placed at the beginning of December), and replace the order with a brand new one. It would be up to me to initiate these actions. I do not wish to do this because I will lose the benefit of the sales price and now-gone credits I was able to apply to reduce my cost. Some research I have done suggests that I will also have to pay a higher shipping charge. Promises of dollar-amount or percentage credits by Sears would be inadequate to fully make up the difference, let alone compensate for the hassle. I am throwing in the towel because of frustration. I have decided to return the incorrect item, watch for my credit, and terminate my more than 50 year relationship with Sears.