Sears Reviews

I am in disbelief about the Sears Co. tactics. I can't buy from them with confidence and surely I would never buy the extended warranty on their products because I wouldn't believe anyone to stand behind what they promise. They are a total scam. I am renovating my kitchen & I'm sad to say that I will be purchasing my household appliances somewhere else this year. I even tried to call back to the store to talk with a sales person, nobody answered and I was directed to leave a message and that they would call me back. Well, that Sears message service program is bogus too, because no one ever returned my phone call.

Almost a year later, on September 24th 2014 the rust had become so bad that the lid was very difficult to open (a hinge had rusted and it was no longer functioning properly). Also pieces of rust were now falling into the washing machine basket. Needless to say I was very frustrated and decided to go online to see if there was any recall and/or call action suit. Upon googling rust in Kenmore Elite Oasis washer I found that I am not the only customer with this issue. So I decided to go to the sears website to try to find contact information.

When arriving on the website a instant message chat window appeared and I entered into a chat with Ralph. I told him my situation and asked if there was a recall for this known issue or a class action suit and he said No. I then asked if there was anything that could be done to repair this problem and he said I needed to purchase a Sears Service Smart Warranty Agreement and that under this warranty both the lid and top would be replaceable. I explained that I had this warranty plan a year ago and was told rust wasn't covered. He suggested I call Sears directly. I called 1-800-295-4809 and spoke with Louis, I explained my situation and he agreed with Ralph if I were to purchase the warranty agreement he assured me the parts would be replaced.

I expressed my disappointment and frustration about having to re-purchase an agreement that I had previously and while still in date was told by one of their representatives that rust wasn't covered. Louis told me there was no log of my rust complaint call a year ago and there was nothing he could do. I tried to escalate the call but Louis would not get a manager on the line. I told him I did not want this same issue to happened to someone else; he assured it wouldn't? So, I reluctantly purchased another agreement for $214.99 and we scheduled a service call for September 27th 2014.

The service technician came out that Saturday and found that the washer needed 4 new hinges, a new lid, and a new top. When he was ordering the parts on his computer he found that the top was not available in the blue color (we had paid $100 extra for the blue washer and dryer back in 2008). The lid was available in blue and the hinges were also available but because the top wasn't showing available he explained that he needed to call the parts department to open up a research request to try to track down a blue top. The research request was opened and the technician said the parts would be drop shipped by UPS.

On September 30th I decided to call Sears to see if they were able to track down a blue top. I was told by the representative that it could not be found and that a $500 sears credit was being processed. I asked to talk to someone about any other options but was told I couldn't speak with anyone else until the research request was closed which would be about two days. My husband called back later that night to ask the about the details of the credit... We were told it was a credit for $500 to be redeemed at a Sears Store toward a replacement washer. He was also told if we did not want the credit we could get the top in white instead of blue. We discussed our options and decided to do the repairs rather than take the credit.

I called back and spoke with John, who then was transferred to Mary, who then transferred me to Deanna in the contract department where I requested that the credit be canceled and the parts be ordered. Deanna said the parts invoice had been deleted and that a service technician had to come back out to re-order the parts. So we scheduled an appointment for Saturday October 4th. Then on October 1st I received a call from William from the benefits department. He went over my options again and after discussing it with my husband we still wanted to repair the washer rather than taking the credit for a new one.

William then explained the warranty only covers the cost of the service call and parts up to $500.... and this repair was going to exceed that limit and we would owe the difference. We asked if we could just repair the lid and the hinges so the washer could stay blue (not replace the blue top with a white one) and this way the washer would still match the dryer and we would not exceed the $500 service call and parts cost limit. William said this was not an option as the technician already indicated that the top needed to be replaced. Because I have a blue washer, blue dryer, and matching blue storage tower I then asked if I could have the white washer top painted to match by a professional and I was told no as that would void our warranty.

So despite the fact that the washer was not going to match we still opted for the repairs. (The washing machine cost $1200.00 6 years ago, we paid $224.99 for the service agreement in 2012 and $214.99 for the 2nd service agreement in September of this year. To us it was not worth it to take the $500.00 store credit for a replacement washer when we have invested so much into this machine already, plus we DO NOT EVER want to do business with Sears again so why take the credit and be stuck with their customer service any longer than we have to). William canceled the service call for October 4th 2014 to re-order the parts as he was able to do that on his end. Early that following week we received the white washer top and the 4 hinges but no blue lid. We waited patiently for another week and a half and still no lid. So my husband called on October 20th 2014 to check the status of the blue lid.

William let us know that it could not be found and that they would research it further.....why didn't anyone think it was necessary to call us to let us know we have been waiting on a lid that wasn't coming. So after almost a month and several hours on the phone nothing has been resolved. Why would Sears make a special color washer and dryer and not keep replacements parts available in that color, especially when they know they have an issue with rust. I was told by the technician the reason the rust has formed is because the bleach compartment retains the liquid placed in it whereas the detergent compartment drains the liquid. When it is time to release the bleach in the cycle, water is flushed through the retained bleach and the water pressure causes splashing which then leads to corrosion and rust. Sears has not stood behind their product or made any attempt at making the situation agreeable for their customers.

As I said, we made this purchase and have been fighting with them ever since to use the warranty or even get them to acknowledge we purchased one. Well it has been 2 1/2 years and we have not been able to use it once. We spent 3 hours the day we purchased it to try to get someone else's name off of my phone number, the manager told us that we needed to leave and that he would take care of it and call us the next day. Well that didn't happen and for the last 2 1/2 years I have spent over 70 hours on the phone with them and too many visits to the store to count. My number has never changed and still they have it under the same person's name even though I used my Sears credit card for the purchase. I still receive emails for every item this person has purchased, how she paid and everything else that is on a receipt that most people consider private.

Last Thursday I spent 6 hours on the phone with several different people including Rochelle ** and Kirteen which were the managers of Raissa and Pam in the Customer Solution Dept. Both were very rude and Kirteen actually hung up on me. I can't think of any person I spoke with that did not hang up on me except Ruth in the Retention Dept. She actually did tell me that I do have an agreement and it expires in 5/15. When I told her this was not acceptable and that my plan needed to be extended to the original time frame that I purchased, she spoke with her supervisor Rochelle ** who told her that was not going to happen.

After hours on the phone, on hold and speaking with supervisors I was offered a 1 year extension out of "courtesy" and that I would only pay 1 cent for it. Wow, what a great courtesy, giving me something for a year at only 1 cent when I actually paid hundreds of dollars for 3 years. I was also informed that the protection plan I purchased was actually a 1 year plan because it did not start until after the 2 year manufacture warranty. Is it just me or are the plans sold with the promise of covering anything that the manufacture warranty does not cover therefore making it a 3-year warranty.

Since I had been on the phone already for 6 hours I was pretty much done. My plan was extended for one year and once again I was hung up on. I called again and spoke with Pam in the Customer Solution Dept. When I requested to speak with the same supervisor I was told I could not and needed to speak with the oh so nasty and rude Kirteen. Once again I was told that I needed to prove to them that I had the protection and when I did by telling her who I had just spoke to she told me I did not have it. This is possibly one of the rudest people I have ever spoke with in my life.

I really have to wonder if the problem is that people do not know how to read, or have not been trained on the use of a simple computer. This was a 3-year agreement that should have started on 5/13/12 and ended on 5/13/15, this would have been fine had I been able to ever use it. I finally refused to talk with representatives that I had to constantly repeat my problem to and called what I was told was the "Corporate" office for Sears. Guess what, it is not!! As customers we are not allowed to speak with anyone any higher than the Customer Relations Dept. There I first spoke with Raymond who had figure out which of the 6 case numbers was actually of any use. I then had to tell him the entire story of my 2 1/2 year fight to get my mower serviced one more time.

After again being on hold for 33 minutes, I was told by Raymond that everything was taken care of and I could get my mower serviced. However he failed to discuss the fact that I had only 6 months left on my agreement and paid for 3 years. Again I was hung up on when he stated he was going to schedule an appointment and never called back. I called again to try to schedule the appt. myself and was told again that I did not have an agreement. How many times could this happen? At least 10.

After all the hours and time in the world spent on trying to resolve this I have ended up with a contract that ends in 2016 instead of 2015. I was also informed that my original manufacture warranty was only 1 year instead of the usual 2 year for a Craftsman mower. This made my plan even shorter. When I tried to schedule an appt. online I was told that I would have to pay at least a $96.00 charge with the plan.

I then looked on the Sears website and found a link that stated "what do we do to riding lawn mowers and tractors during service". This list contained of checking the carb, test overall operation, change oil and lubricate moving parts. They also inspect and change spark plug and air filter all for a labor charge of $139.00 and extra for parts. They also change the mower blades for another $139.00 and over $100.00 for the blades. All this great service is part of the "in home service" that is subject to "distance restrictions". So Sears is coming to my house to change the oil, check the carb and charge me $96.00 more. My husband could do all of this for free.

They are not repairing anything that is wrong with the mower and has been wrong since purchase. I was told today that "none" of those things are covered under the plan. Does Sears not tell its customers that it covers everything? The things I listed are the only things covered on a riding lawn mower. 10 years ago I bought a push mower and everything really was covered. Including the plastic on the tires!

This is only a "short" version of my experience with Sears. I strongly hope that an Attorney will contact me to find out more if any more is needed. If you want a quality product and service "do not go to Sears or Kmart", run the other direction! By the way my receipt is still under the wrong name!

In the mean time I am losing all my vegetables. It is to a point where sometimes I can't even store them overnight in my fridge without them freezing. My stove needs new oven seals and oven racks fall to the bottom of the oven - they don't even fit my stove correctly. Again waiting since August. I have always been a fan of sears and their service, my job is kitchen designer. After being treated like this, I definitely do not want to recommend them based on service alone.

Original Review: Oct. 19, 2014

Sears Canada? I am ashamed to have my country's name attached to your store. To reiterate what everyone has said here....The absolute worst store and customer service I have ever experienced and I don't know how people hold themselves back on here from saying what they truly want to say. As soon as that Visa was charged, that mattress was mine. It belongs to me and they are withholding my own property. Purchase date was Sept 1, delivery date Sept 15th. They couldn't make it that day due to warehouse issues. Fine. Gave me another date of October 18th. Today. Time of delivery between 12 and 5. It's now 9pm. I have called 4 times since 5:30. I have been given every excuse.

Apparently it was loaded onto truck. Should be here within hour. There was heavy traffic (right, for 3 hours). They had a call in to delivery people and they would call back. Never did. The last time I called they told me to just wait a few minutes. Nothing. Called back.... they are closed. I assume they wanted me to wait a few minutes so that they could close for the day and not deal with my questions. Of course no one spoke English. I am disabled. I had family members help remove mattress today so that delivery people would be able to put mattress directly on bed frame. I now have no bed to sleep in tonight.

If what I read is the norm, I might not have a bed for months. I don't know what else to do. I am out all my money and yet without the bed I purchased. I don't have the energy for a fight. I am just sad now. I would love to send pictures but unfortunately I don't have a mattress to send pictures of since that is the problem I am having with them. They have never asked me for an Order Number and I don't see one. But I ordered at Cornwall Center Regina. Sales lady was Doreen **. Very nice lady but unfortunately seems to have no effect on delivery service. I tried to call her but I can't get through to her. It says on the Customer Information Sheet: Delivery Request ID: **, DOS Request ID: **.

Finally they said it's UPS' fault because they sent out my order. Well I'm talking to UPS and they did their investing that needed to be done. Well it turns out Sears never sent my packages to me so they said they would refund my money to me a total of $463.12. Well that's not true so far to this day and mind you it is October 17th. Now they have only refunded me a total of $148.95. I have been told by countless supervisors that they have issued my refund back into my account in full which they have not. They told me to contact my bank that they have it pending. Well that's not true either.

I went down to my bank in person and what they told was they don't hold anything back. If someone is refunding back to my card it shows up right away. So I contacted Sears and told them what my bank said. They told me my bank is lying. So after my chat online with Sears you can take a survey of how things went with your chat. Well I gave them an F rating because they are very rude. So 2 days later Tonia from recovery calls me and tells me how sorry she is that customer service was rude and she proceed to look over everything and said she will give me my refund in full what is left owed to me and she would call back the next day. Well the next day Tonia didn't call me back. Her asst. Sam called me and was very rude with me and she hung up on me as well. I tried calling Tonia many times I just keep getting her voicemail but no return calls back.

So I call their 800 number and I talk to plenty of people after being on hold for long periods of times and then the customer service reps are very rude with you and then hang up on you as well. So then I go to chat online and get it is going to be 3-5 businesses days but your refund will be in your account because it has already been issued. Well I'm still waiting for my $321.12 from Sears and it is now Oct. 17th, 2014. I will never ever be a Sears customer again after everything they have done to me. I have every chat, text and every email they have sent me that shows how rude they are and the lies they tell their customers. What a shame. You know it didn't have to go this far with Sears if they would have just refunded my money back to me like they said they were going to do!!!!!

Two months later a charge of $546 appears on my credit card from sears??? Call their customer service and had to talk to 3 people before I could find out that they actually charged me for the warranty call. I spent almost three hours before their outsourced call centre could even tell me what the charge was for. They said they will escalate the call to their billing dept. and someone would call me back within 24 to 48 hours. I waited 5 days....no call. Called them back again... Got the same runaround that someone would call me back within 24 to 48 hours. I asked to speak to a manager and was told there wasn't any managers there (a blatant lie). As of writing this, I am still waiting for that callback and my money to be refunded.

I received email and phone confirmations that my order had arrived. I went to the location and was told by a friendly security guard who tried to assist me that my item was not there, and that I should call customer service. Customer service had no idea where my item was and said they would contact me again. I sent an email to Sears explaining what had happened, to make sure that they followed up on my problem.

After received an email confirming that my email had been sent on to the right department, I received no news for two weeks. I finally wrote to them again, and was informed that my purchase had been refunded and that I should order it again. No offer of compensation, rebate (the pad was no longer at the same price as when I had originally bought it on sale) or free shipping was made, even though the problem is clearly on Sears' side (they close their biggest outlet in Toronto and forget to remove it from the online shipping options available to the public??)

From what I can tell, it is still possible to send orders to RSC Toronto - no one has corrected this problem on the website. Do not send any orders to RSC Toronto!! In fact, I cannot recommend ordering from Sears if you need a reliable service, as they have certainly proved unreliable and very troublesome for me.

Two hours later, at 10:30 the repairman called me. No he didn't need directions, He had GPS. He was calling to very emphatically make sure that I was aware that if he stepped foot through my front door, I would have to pay $100. I said that I was. He replied, "Then you agree to pay it"? I said yes. Then he asked me the whole thing over a second time. Yes! I reassured him that I did understand the terms. Then he asked a third time, "If I come there you will pay $100, right"? I said Yes again and He said that, in that case, he would continue to my house.

When he arrived, I explained to him that the main ice maker unit with the motor had gone bad. Eventually he came to the same conclusion, and said he would order another. He also added that he had one in the truck that morning but he gave it to his first customer. The total price to fix the ice maker would be $500, but as I had copied a coupon from the website it would be closer to $400. And the first day he could come back to install it was October 4th, two weeks later. That was when I should have said, "No Thanks! I'll call a local repairman." But I was in it for a hundred dollars so I was stuck!

That was when I made mistake number 3. I paid him the full amount of the repair upfront. Two days later UPS delivered a new unit. The day before October 4th I got the same recorded call about being 18. The appointment was supposed to take place between 1:00 and 5:00 PM. It happened that we gave up a social event that Saturday to be there. Nobody showed up. After 5:00 as we were ready to leave, my wife got a phone call from Sears saying the service man was running late, but he WOULD BE THERE! So we gave up an evening event and waited. He never arrived!

Monday there was no word from SEARS so I called and to my surprise appeared to be talking to someone in India. She informed me that my new appointment was scheduled for two weeks later, on the 18th. I was naturally upset and said "This is unacceptable! What recourse did I have?" She was half way through taking my phone number when we were cut off! So I called again. The second lady I spoke to said she would have her supervisor call me in an hour. No call Came! This is ridiculous! The part has been sitting here for two weeks, and it has to wait two more weeks for the repairman to put it in? So this is SEARS HOME SERVICES!

I called again the next day, Tuesday and insisted that the Technician connect me with his supervisor. His supervisor, Bob said all the right things, and promised to call me back with an earlier appointment in two days. That was 12 days ago. Obviously I am not going to hear anything. It will not surprise me at all if the 6 week is not over the day after tomorrow.

I guess, if this is not resolved there is little I can do, except cancel my Sears charge to make sure that no one in my family ever shops at Sears again, and WARN my friends and family on Facebook and Twitter. This, of course will take some effort. I'd much rather Sears just sent someone to install the ice maker. Or refund my money and pick up the unit. There is no way I would have called Sears Home Services if I had any idea that repairing an ice maker would take over 6 weeks. Any local repairman in the yellow Pages could have done it in 3 days. Is this what SEARS calls Service?

It would appear that Sears has no local repairmen in this area. Someone is scheduled to visit every two weeks. So if you ask for service you must first wait for that day, then you have to pay $100. Now they have you trapped. Then they will have to order a part and even though the part may arrive in a day you will still have to endure a two week wait until it is the repairman's twice a month day to be back in the area again. And if he gets busy and doesn't show up, as happened in my case, you will have to wait another two weeks. As of now the new ice maker has been sitting here for a month and it still isn't installed. The supervisor never called. THIS IS THE WORST HOME SERVICE I HAVE EVER SEEN. Before you get fooled by Sears Repair...BUYER BEWARE!

Original Review: Oct. 16, 2014

My car battery died Saturday 10.12.14. I thought Sears might be opened on Sunday so I called the Auto Center in El Cajon at Parkway Plaza. The guy who answered the phone said they were opened until 5pm and could replace my battery. I confirmed "so if I show up by 4pm, that'll be fine?", his response was yes. I drove to Sears arriving at 3:30pm and left my car running as I was not sure if it would start again. One of the mechanics told me to pull in into bay #1. I turned off my engine and was almost immediately greeted by Tom who I later found out was the service manager. He asked if I was there for service and immediately told me they didn't have time. I responded that it was just a battery and that I had called earlier. He insisted they didn't have time and asked another guy if he received a phone call earlier for a battery, insinuating that I had not called and that I was lying. This was extremely insulting.

Tom mentioned it could have been another guy who answered the phone but he'd left earlier so he couldn't check with him. Did it matter? Not only was I turned away for the service I had called ahead about (I can show you my cell phone record) but my integrity attacked at the same time. Fortunately my car did start and I was able to get the heck out of there, never to return to Sears again. The cherry on the sundae was an attempt to call Sears to complain. I was on hold with the corporate line for twenty minutes before I was hung up on. When I called the store, after a lengthy hold I was connected to Tom, the very person I had called to complain about. Because of this error on the part of whoever the heck answered the phone, I missed time at work as I had to bring my car to my regular mechanic on Monday. Had I known Sears would be unable to take my car, I would've, could've made other arrangements.

Apparently Sears can't even manage who answers the phone, their business, their customer's needs or much else besides rudeness and insults. Apparently there must be so many complaints that it's impossible to keep the complaint line adequately staffed. I thought my previous refrigerator experience was an isolated one (for another day), but apparently the incompetence and mismanagement has made its way to every segment of the organization. Some folks may be disappointed when an American icon like Sears finally goes out of business. I will cheer! Sears is a dinosaur whose time is overdue. Good riddance and shame on Sears management for destroying what was once an amazing brand. Jaw dropping experience sums it up for me. Good Bye, Sears.

Technician arrived 24th September on Wednesday and he was the worst as he said he does not trust thermometer which is measuring temperature and yelled me for asking any question. Then I received call from executive office to schedule more expert technician on 10/06 that arrived at wrong address instead of property where refrigerator is. I call customer service and they have yet to schedule any appointment. Basically I paid $251 for service and schedule 4 appointments where only twice technician showed up. I have more than $200 of food lost and wasted my time on call with rude customer service. As per service agreement if Sears cannot repair they should pay me $500 voucher and food loss is part of agreement. I am looking for $500 for replacement and $200 food loss. So far they denied to give me anything, instead I received email that they I owe them $40.

I was promised that I would receive a call the following day (yesterday) by someone in yet a different department and that they would move my repair date up since my freezer was so new. I NEVER received that call and when I called today to follow up myself, I was informed that there was nothing they could do to move the date up. I have a family of 7 with 5 children and it’s NOT acceptable to have to wait EIGHT days to have my repair made. I am extremely disappointed and I vow to spend the remaining of those eight days writing bad reviews all over the internet. This is RIDICULOUS and UNACCEPTABLE! YOU OUGHT TO BE ASHAMED!

After much back and forth, was assured our delivery charges would also be returned to us. When the item arrived, called to have it picked up and was told that could not happen but I could instead drive 20 miles to return to a store or bring to a UPS but would have to wait for a longer period of time for a refund. So... my husband and I drove the item to the store and then told they could not process the shipping portion of the return but I could instead call in to customer service to have that portion of the cost taken care of. (This is despite the fact that notes were meant to be made on our account that we were to be given the full refund including shipping... Apparently there is no carry over between phone calls made on behalf of your account and what actually shows up when you walk in to make a return.)

Jump forward now, a month later and countless phone calls later with no refund in sight. With every phone call am assured that within another 3-5 business days we can expect to see the refund which never actually happens. Was told yesterday by a representative that they had until the end of the business day to refund the money... Guess what, once again, nothing's there. Attempted several times to try and reach a supervisor to go over the situation with us and spoke with many representatives that we feel we are being lied to at this point, but each time, conveniently, no supervisors are available to speak with us.

Was most recently told to contact my financial institution because according to Sears, the refund is probably pending. I did contact my credit card company to check on this allegation but they said that's not true and they have nothing pending from Sears. Called again today and was told the same lie about another 3-5 business days. Will wait the timeframe once again and then will be filing a dispute against Sears which my credit card company is going to help with.

Absolutely shocked by the rings I have had to jump through for a simple refund, and still don't have all my money back. With every phone call to resolve the situation, I am speaking with someone who has no idea what's going on as there is no communication between the various departments and I can never get in touch with a manager or supervisor. Will never buy from this company again. At this point I feel like giving up on the shipping costs, which is maybe the point of making things so difficult, but it's more of the principle of the matter that makes me want to pursue this until we have our money back as this level of negligence on a part of a company is really unacceptable.

And then after all that, my range wasn't working. The igniter switch was broken so I had to call Sears service again to try to get them to fix it. I got an appointment for about three weeks out. Well I waited all day for them to come. They confirmed the appointment the day before. I called three times the same day and they never came. And finally at the end of the day I called and said, "where is this guy, when is he coming"? I know we didn't have somebody in your area for that time when nobody canceled. Nobody told me when I called three times earlier, they just ran me around in the circle. And then they really didn't even feel bad they made me wait another two weeks out for the next appointment. So my recommendation is to not use Sears. They are the worst, I've had the worst experiences of my life that I've ever had with a company. FYI to date the stove is not fixed.

First, although I repeatedly told the person to NOT charge my card the entire $353 when I asked for the exact total so I could write it down she said she had charged me the entire amount. I Immediately told her to cancel the order. She assured me she had. I asked for a supervisor and she told me she would 'try' to cancel the order. In under 24 hours I had a tracking number and told the order would be arriving in two days. Because I got no help from customer service I wrote to Mr. Lampert (Sear's CEO). He read the letter and passed it on to the 'Sears Blue Ribbon Team'. What a joke that is. I got a response from 'Anthony **' who led me to believe he would get me my $353 less the $82 I owed and all would be as it was.

Today I got an email (he repeatedly failed to call and actually talk to me even when asked) saying there was nothing they would do and I could send the item back but they would not refund my money, only give me more points. Like I am EVER going to but anything from Sear's again. I was told Anthony ** had me 'booked' for a return call tomorrow. He must be very busy not helping other people. I am so disgusted with this whole situation that I know I will never buy anything or even set foot into another Sear's. It's no wonder they are not in good financial shape if they treat customers with so little concern. I implore anyone who is thinking of buying anything from Sears to think twice. The corporate officers from the top down don't care about any of their customers. It's a sad fate for a once well run company.

It was all on film and Sears wouldn't help me in any way, they said it wasn't their responsibility and I got nothing! Not even a call, the police made a report and took the film and I called for many months after and nothing ever became of it and I was out of $600.00. I do believe that they were responsible and I should have been taken care of! I'm sure they probably turn it in to insurance and got back the money they were supposed to give me! They had everything on film! I am disabled and I don't have extra to give away, it really hurts me!

Original Review: Oct. 7, 2014

I purchased a gas dryer from Sears outlet and paid $70 plus an extra $10 to have it delivered and installed on 10/05/2014. I've since had 2 installation people come to my house, and both were unable to install my gas dryer because they didn't have the proper items. I've made 3 trips to Home Depot and still do not have my gas dryer hooked up. I tried emailing customer service, and speaking with sales managers, but no one has helped me. I also noticed that they never delivered the "rack" that should have been in my dryer that was in there when I bought the item. I requested to speak with "Dan" the district manager in my area, but the CSRs at the Sears outlet will not give me his contact info. "Paul" is out of the office today, and Raj (although he has tried) hasn't been able to help. Just wanting my gas dryer hooked up.

Sears is huge company with mediocre staff. How can you ask all information, and afterwards sending a wrong parts? What are these people are smoking?! So much people been looking for a job, their entire crew should be replace who are seeking for a job. Simple things can't be done right. And the supervisor name Steve was totally no feelings about the ongoing situation. Not even saying sorry or apologize.

They came out a week later and wouldn't even work on it because they said it was worked on since the appliance was bought. So the guy was there for 10 minutes and charged me 85$ just to say that. He did also say that to fix it the cost would $800. Another company fixed it for $150. Sears lies and they are wrong. I got the rest of the warranty refunded (minus $85). I tried to politely get that money back due to being LIED to, but they were very rude. The rep actually started laughing at me and MOCKING me. It was ridiculous. I called back again and the next rep did apologize for the first attitude and then went on to still refuse a refund. Don't use sears. Find a good local appliance company and just use them. This company lies and is rude and will try to rip you off.

After 10 days, I called and was told that the repair service was waiting to have confirmation to replace the unit. I have been calling every other day. I was given the number for Electrolux (they make the Kenmore Brand for Sears). When I called them, they told me it was Sears issue. I called and talked to many different "customer" service representatives half of which had poor English skills. I have had them hang up on me on more than one occasion. They've promised they would call me back, (of course that never happens).

Sears representatives have told me to call the service company. I call them, they tell me to call Electrolux who tell me to call Sears. Once when I called, I was asked if it was the dryer, dishwasher or side by side, another time, I was told that they have no records of any service repair requests since November 2013. I've spoken to reps in India, the Philippines. I take employee numbers when I can but some insist that they're not allowed to give out personal information.

I was told that the freezer is not under warranty; it was when I first contacted them. Someone tells me that it's covered, the next time I call I'm told that it isn't covered. Yesterday, I finally had a phone number for customer service, after being on hold for 15 minutes, I hung up. She called back and said that I am not to hang up on them. She told me that she sent another email to the company telling them we need a motherboard for the fridge! I once again explained that it was a chest freezer and she transferred my call to service and repair who promptly hung up on me without talking to me.

I called customer service again who told me that the email was sent in for the fridge and that a motherboard would be shipped to my house. REALLY, what the heck am I to do with the motherboard (which in all likelihood will be for the fridge and not the freezer)? I was told that when it arrives, I should call them and schedule an appointment for repairs.

This has been going on since August 13 and I am at my wit's end. I've tried to contact their headquarters to no avail. Even the local store is answered by someone in the Philippines and then the call is transferred. We have purchased all our major and minor appliances from Sears over the years and have a Sears charge card. That all ends now. They will no longer have any of our business.

A couple of years ago my younger brother, who was living at home at the time, purchased a Samsung Gas Dryer from the local Sears department store. He, like my older brother and I, were instilled with the idea from childhood that some stores are better than others to shop at. Since our previous dryer was a Sears purchase, and we had that one almost 20 years, it was a no-brainer for him when it came time to decide where to make the purchase.

Approximately $900.00 dollars later the fancy new-fangled replacement was installed and had all the bells and whistles. Now, don’t get me wrong, the old dryer wasn’t made of magic or anything like that, it had its share of a few problems that my handy-man Dad was able to adjust and repair on rare occasions to keep it running for the better part of 2 decades. I don’t think anyone had the misguided delusion to think that this new Samsung should last equally as long, but when the thing crapped out at about the 2-year mark, it began to cause some serious turmoil in the house.

At first, we figured, No big deal, Dad will fix it! Boy howdy, did he ever try. After watching dozens of repair videos online, and reading the maintenance manual back to front, Dad went about his merry way attempting to diagnose and fix the problem. A week later, with every part tested and the entire dryer disassembled and reassembled several times, we were no closer to having dry clothes. This was taking its toll on Mom and the over-all crankiness level in the house was at an all-time high.

At this point I figured, let me jump in and see what I can do to help. I went over what Dad had already done and confirmed with him that the parts were testing just fine. I managed to get the dryer to display an error code, and figured that was going to be the saving grace. Error code in hand, I scoured the interwebs for any trace of this error, to no avail. A 30+ minute wait on hold with Samsung directly confirmed that the error code didn't even exist in the manufacturer’s computer database, and that I would have to get the dryer professionally serviced.

In an attempt to make good on what I was taught growing up, that Sears was one of those stand-up companies that actually care about their customers, I got on the phone with Sears Home Services. I spoke to a kindly Indian gentleman with a thick accent, inconspicuously named Dave. I began to tell Dave what was going on with the dryer, and he offered to send out a repairman right away. He explained that the cost for evaluating the repair would be $79, and that if we intended to go ahead with the repair the $79 would be applied to the cost of the repair.

***For those paying close attention, here’s where things really started to go wrong. *** At that time, Dave informed me that I could also select to forgo this option and simply purchase a new warranty for the dryer for $200, and that the current issue with the dryer would be covered under that warranty. He touted how easy it would be to get the repair done, and that the dyer would be covered for an entire year. He then proceeded to seal the deal by explaining if the repairman is unable to repair the dryer that the warranty also entitled me to $500 toward the purchase of a brand new dryer. Considering the cost of simply diagnosing the repair through non-warranty methods, and all the other great features of the warranty, I was sold and happily gave Dave the digits of my own credit card to move forward. The way I figured, I would be saving the day for my already inconvenienced parents by spending a mere $200.

Dave informed me that the next available appointment would be the following Thursday. While I had hoped to get this issue resolved sooner, I gladly accepted the appointment and made arrangements to take unpaid time off from my job to be home to give the repairman access. I was told someone would be there between 1:00PM and 5:00PM and that they would call shortly before arriving to give a heads up that they were on their way.

Fast-forward to Thursday, repair day - Having taken the day off, I started my morning later than usual washed a load of laundry in anticipation of having a working dryer later that day. At about 12:45, fifteen minutes before my expected repair window, I received a phone call from a dispatcher who rudely, and incorrectly informed me that the repair guy called in sick and won’t be able to make it tomorrow. After explaining as politely as possible that there was some mistake, and that my repair was in fact scheduled for that same day, not tomorrow, she then informed me, “Well he called in sick today too.”

Nonplussed, and clearly upset, I had no recourse but to accept the next available appointment scheduled for two weeks later. When I recovered from the shock of how rude and clearly unorganized the repair company was, I decided to call Sears to inform them of what was happening. I though, certainly the Sears that my parents taught me to know and trust would be as displeased with the repair team as I was, and do whatever they could to rectify the issue.

This began a 4-hour journey into the hell that is telephone support centers. I was bounced from the Home Service team, to the Customer Care Center, to the Repair Service Department and back to the Customer Care Center. By the end of it, I got no satisfaction, and was left feeling even angrier then when I started. Several folks throughout this telephone support nightmare made any number of offers to make the situation more bearable for my inconvenience; including $25 to cover the cost of taking my laundry elsewhere to get dried, attempts to get the repairman back in faster than the now 2-week wait, and lastly even a $100 gift card again for my inconvenience.

Now, here’s the thing I’m not unreasonable. I've worked in the service industry professionally for my entire adult life. I know the importance of setting expectations appropriately for customers. In the end, I explained to the folks on the other end of the phone that this was no longer a matter of inconvenience. That I felt that I had been duped into purchasing a $209 warranty based on how easy it would be to get this issue fixed that since I had now made arrangements to take the day off to let the repairman in (causing me to lose $200 more in wages for the day), I expected the cost of the warranty to be refunded. This seemed perfectly reasonable considering I would have to take yet another day off in 2 weeks and lose another $200 in wages to meet actually meet the repairman.

What I learned at this point was that the folks at Sears Customer Care were not instilled with the same feelings as I was about their employer. Sears in fact didn’t give a steaming pile of crap about me or my wages, or that they had duped me into buying this useless warranty. Even still, I refused to believe it. I went online and found the contact info for Sears Holding Corp (the parent company of Sears and Kmart and other retailers), and addressed an email to the Board of Directors, making my plea to give them the opportunity to show me that my immigrant parents weren't completely delusional for instilling this feeling of trust in Sears. I received a phone call in less than ten minutes from a nice woman who assured me she would look in into the details and try to get the repair moved up for me. Even though I suspected that would be for naught, I let her do her thing. She got back to me and told me that I was on the early repair list and that should someone cancel I would take their spot.

Now remember, the dryer was purchased for my parents, and the warranty was registered under my father’s name shortly after talking to Sears Customer Solutions (the corporate folks), my dad received phone call apologizing for the inconvenience and offering to move the repair from Thursday to Saturday. They then followed it up with an email (and I’m paraphrasing as Sears apparently owns all rights to its email communications as confidential and private) saying.... per our conversation we’ve moved your repair yet another 2 days out and we’d like to offer you a $50 gift card for your troubles.

This is when I got really angry. It seemed odd to me that the team whose job it is to come up with solutions, came up with the solution to move the repair even further out. Then in the same email had the nuts to offer me a gift card that was exactly half of what the gentleman at Customer Care offered me not 5 hours earlier. At that point I told them if you cannot refund me the cost of the warranty without covering this repair under the warranty, then simply offer me two $100 gift cards to cover the cost of the warranty I was duped into buying and I would be happy to drop the whole issue.

Again, I’m not unreasonable if they had emailed me and said We moved your repair to THIS COMING SATURDAY, rather than a week from Saturday, then at least I could wrap my head around the fact that they were offering me only $50 as an inconvenience At no time did logic ever play a part in what they felt were reasonable solutions. At any rate, in an attempt to get this issue resolved as quickly as humanly possible given my options, I had them keep the original Thursday appointment and made arrangements to take another day off of work to meet the repairman. Upon his arrival and spending about 15 minutes with the machine, he informed me that he would need to order a part to replace. That part would take about a week to get shipped directly to my home, and he set me up with another appointment to return.

The next available appointment, almost 2 weeks later, the repairman came back. Installed the replacement parts and informed me that the machine was still not working and he would need to order more parts. He then scheduled me for another appointment, yet again, for 2 weeks later.

At this point, I attempted to contact Sears Customer Solutions to let them know that I wanted to take advantage of the warranty option that gives me $500 towards the purchase of a new dryer. I was more than a little shocked to find out about the fine print that Indian Dave never pointed out when he duped me into the useless warranty. That is, I am only entitled to invoke that option if the repairman ordered parts for any one visit that totaled more than $500!!! This infuriated me, as I had already done a bunch of research online, and I know that none of the repair parts on the dryer itself costs anywhere near $500. I offered the gentleman on the phone a scenario: If the technician comes and replaces one part each time he comes, and has to come back 15 times to replace 15 different parts, I still can't invoke the $500 clause? to which he answered correct solidifying what I suspected, I was lied to and duped into a worthless warranty from Sears.

In the end, my dryer is still not fixed, after more than a month. I’m waiting for the repairman to return and drying my clothes at a laundromat. And for all intents and purposes, Sears doesn’t give a crap. For this reason, I intend to be the biggest detractor for patronizing Sears or its companies, ever! I will post on every customer service blog, consumer report site, user review blog, etc to extoll the horrendous customer service that I've been offered from a company that purports to care about its customers. DON'T SHOP AT SEARS!

Original Review: Sept. 29, 2014

Purchased a Sears Microwave, model number 72185063010 on Labor Day of September 2013. On September 28, 2014, it stopped functioning completely - nada. Called Sears - what a joke - "I can appreciate your frustration"...really? Your unit is out of warranty by less than a month. Will never purchase or recommend a Sears appliance again.

I attempted to make a call to the company to get an answer, after talking to several people who informed me that it wasn't their problem and really didn't care about my problem. They have my bakeware set, even though it was broken, my money that they did not credit my Visa for and they took all my shopyourway points instead of refunding them, and they can't understand why I am upset. I had not shopped Sears in a long time, but thought I would give them a chance. I had also planned to buy all my new appliances for my new kitchen from Sears. But after my experience and reading others, I will give my money to a company that respect their customer.

We kept thinking that maybe we just needed to break it in, but after 6 weeks, it still feels as firm as the first day we received it. We were so frustrated that we went in to two different Sears stores to lay on the same brand of mattress that we had chosen. I knew from the moment I felt the mattress with my hand that it was not the same mattress that they delivered to us. The display model was almost plush feeling, and our mattress at home felt like an extra-extra firm. When we went home we noticed that there was no proof that the mattress they delivered was the same as the mattress we picked out in the store. There was only a hand-written label connected to the side of it with plastic similar to a clothing tag.

Sears supposedly makes each mattress to each order and then delivers it. But who's to say that they are making the mattress with the same materials as the display model? When we googled this issue, we found that we had been scammed. Hundreds of other people dealt with the same exact issue, and more disturbingly, had to pay a re-stocking fee and delivery fee in order to return it. Even if you wanted to exchange it, you would have to pay delivery fees.

By this point I was pretty darn angry. We went into this store and when the salesperson realized we weren't there to buy a mattress they became very unprofessional and wouldn't pay attention to us. We explained what had happened and she said "Yikes, I would call the 800-number and talk to customer service" because apparently we have to do everything for ourselves now-a-days.

So we finally called in after making an effort to get used to this mattress because we did not want to have to pay money for THEIR mistake (or should I say, SCAM). When we called the 800-number the woman wasn't even surprised by our predicament, and made a point to keep saying that just because the mattress didn't meet our expectations didn't mean we didn't have to pay the fees (which would have been about $140!!!!!!!! FOR A MISTAKE THAT THEY MADE). I would not take no for an answer and insisted that we would not PAY to RETURN a mistake/scam that THEY made. We even offered to have them send someone out to prove to them that it was not the right mattress and they just said that they would not do that.

After calling back and talking to a tad nicer customer service rep, we were able to get the delivery fee waived, and half of the re-stocking fee waived, leaving us with a $53 charge for them to come take the horrible bed away. We were tolerant of this amount and she processed the return. When we got off the phone we received the receipt in an email showing that they still charged us the FULL $107. Another hour of yelling and arguing on the phone this morning got us nowhere. I will absolutely never deal with Sears again. What a horrible experience. Sears is already a run-down, discount-type store, so to have this type of fraudulent behavior is even worse. Obviously they're failing for a reason.

We still cannot get any service workers out here to install this new board, as according to them we live up in the "Sticks"... so we are living with a faulty fridge and waiting to redo our floors until they can fix our fridge. I have called in the meantime 10 separate times at least with the same response, "we will call you with a service schedule within 24-48"... I wait 72 hours and call them with the same thing to happen again. Today I was told that the earliest they are able to schedule service for me is October 30th, 2014. 2 months and 1 week from the day our fridge stopped working.

After hours of waiting on the telephone I am told the parts are not in. Then I'm told the parts would be in Sept 19 (this after numerous telephone calls - apparently my problem was "escalated"). Escalated to what? From a year wait to six months? I have not heard a word since then. No call back, no response to emails, no service tech calling. I was also told my Sears appliance sales people that dryers are low priority for repair - after all "people can live without a dryer". Excuse me? Did I not pay the same warranty fees as someone purchasing a refrigerator relative to cost? Had I known that was the policy I would have gone to my local big box store, bought a discount dryer, run it till it broke down and then bought another one and I would have been ahead of the game.

This is absolutely atrocious customer service. It’s downright theft. It borders on fraudulent misrepresentation to be selling warranties that are simply not honored. I wonder how many people just give up waiting and opt to buy a new appliance? You can't talk to anybody who can help you. I've asked to speak to supervisors - none are available... ever! How can that be? I will never ever purchase another appliance from Sears. And to those who wonder why I don't hang my clothes outside - it's pouring rain.

I tried to reschedule for the next morning and the person told me (in broken English) they suggest I keep this appointment, even if it meant 10PM. So we did. I called at 8:30PM and was told that they had no record of the appointment and I have to reschedule for ANOTHER week out! Not only that, the person could not find our phone number in the system, a phone number that has been in Sears system for 28 years. One digit of the number had been changed. When they finally found the appointment, the person told me we cancelled it. Obviously not or I wouldn't have been calling back to check on the status. I scheduled the new appointment because I'm desperate and now trying to find another repair person if I can. Needless to say I am done with Sears.

This is not the first problem in the last several years. We have always supported Sears, but no longer. This same problem happened in the washer about 2 years ago, so it's the second repair of the same problem in 2 years. Sears service is no longer what it used to be and I won't be using them anymore. You used to be able to get a next day appointment, no more. I don't have the original order number because I NEVER received an email for the appointment.

I called the number and they say it will be another week at the earliest. Now what the he!! am I supposed to do? I have a dying husband and because of your ineptitude he has nowhere to sleep. THAT IS INEXCUSABLE! This after my husband has spent over $7,000 at your lousy company in the past year. I have no idea what we are supposed to do now, but you can bet this story will be posted anywhere on the web I can put it, and also the local news if they are willing to air it. You people should be ASHAMED for the treatment of your customers. This is unbelievable.

I received some one again who I had great difficulty understanding and asked to speak to an English speaking manager, I was denied that option, and was forwarded to a "technician" Mario and I had to ask 3 times his name and then asked he spell it. We played foolish games and stupid questions and then he had me go do all the same test procedures in the owners manual and I said I did all of that, and none worked. He asked if my red light was flashing. I said I have no red light. He was a very lost and confused person. Eventually he said it may need a solenoid and to be safe he would mail a new ice maker to my home. Really when is someone coming to fix the ice maker?

I was not going to have anyone till October 1st that is 2 weeks. I informed him that is why sears is going out of business and they do not give a crap about the customers and hire illegals and do not care if they can speak the language. He asked me if I was doing any home improvements and I said the only home improvement would be to throw the sears appliances in the trash. I would never use of go to a sears store ever again. I was married in 1975 and everything in my home came from sears. Soon sears will be like Montgomery Wards, and this is why, crap service and crap items sold. Go to a sears store and all you see is Mexican employees - all standing around speaking Spanish.

ONE HOUR after they cancelled my appointment the parts arrived. I promptly called back and let them know and tried to move my appointment back to the original date/time (that THEY cancelled one hour ago). They transferred me 3 times before they finally said they would work it and get it scheduled for tomorrow and call me back to confirm. NO CALL BACK. The next morning I called them to confirm the appointment was made. It was not! They are insistent they can not get out for another 6 days. FOR SERVICE THEY MADE ME PAY AHEAD OF TIME FOR!!! This makes 3.5 weeks to get a washing machine repaired that was under manufacturer warranty.

I have family that has worked at Sears for 20+ years. I have supported them through their struggles. I will not be supporting them any longer. I will NEVER purchase another appliance from Sears because their service is the worst! Not one single person I talked to seemed to know what was going on or who the previous person was that I had spoken to. Worst service ever!

A roofer told me that they installed the unit on top of the asphalt shingles instead of pulling the shingles back, installing and then putting the shingles over the HVAC flashing. I called sears and after being sent to 3 or 4 different departments they wanted me to send a copy of the roofer's inspection. I didn't want to wait for them again and had the local roofer fix it. It cost me 800$ to get it repaired correctly. To sum it up, poor customer service and poor installation workmanship.

I went online with Paypal and filed a dispute, so the money is tied up until the case is resolved. I also filed a complaint with the BBB. As of now, 9/15/2014, they have not even bothered to respond to either, and I am out almost $400 for the foreseeable future. Paypal gives them 10 days to respond so I imagine I will be without the use of my own hard-earned money for at least 2 weeks total due to their apathy and incompetence.

Today, again, I called the Burlington WA parts store to see if they shipped the part back to the East Coast, I got the same story (call the Manager tomorrow). So I told the guy on the phone I wanted the Manager to call me. He said "Well, we're in between Managers right now." If they ever sit around the lunch table wondering why their stores are all closing, this is a prime example of running off a 40+ year loyal customer. These guys need to go the way of the dinosaur........

Now, September 2014, the same thing has happened again. Tech arrived last Wednesday, after rescheduling from Monday, diagnosed the situation and stated that a complete rebuild was needed but not all parts are available so he has called for a replacement. He stated someone should be in touch with me within that afternoon or next day to issue a replacement certificate. That was 6 days ago. It is now Monday. We have been without a washer/dryer for 13 days. Since our service call last Wednesday, I have now spoken with customer service reps. 13 times and have been escalated to Managers, (who have no power), 4 times. The responses are uncanny and the same. "We apologize for your inconvenience". "Please wait 1 to 4 minutes while I look into this". "Again, sorry you had to wait" " Thank you for your patience" ...yet no one can get anything done.

Apparently, as I write this, I am waiting for technical service to sign off on a replacement. I have now been waiting for this sign-off for 7 days and have just been told that I was placed on a priority list but that I should wait an additional 24 -72 hours for a response. I was told that last Thursday. Wow... and they discuss why Sears stores are closing. I purchased my $1400 fridge from Lowe's a few months ago. The only reason I am doing business with Sears now is because of the warranty replacement that I paid for. I believe in giving benefit of doubt because sometimes things just go wrong. But the way Sears is operating now (in my view) is a complete failure. After purchasing products from Sears for over 30 years I'm done.

A specific Certificate of Insurance is required by my building's management for any delivery, so prior to the first attempt, I had them office fax the certificate to the delivery warehouse. With the "no one at home" excuse, it was necessary to re-schedule the delivery for 2 days later. To make absolutely certain that the insurance certificate would in fact be presented for round 2. I tried to call the NJ warehouse, but was unable to reach anyone. I felt that a call to Sears customer service in Texas was necessary as I did not want to leave anything to chance. I spoke with a very efficient young woman there who I am sure did her job appropriately, however someone dropped the ball in New Jersey and on the day of delivery, the team arrived without any certificate and were consequently denied access to my building.

The other annoyance was the fact that twice in dealing with this issue, I was in touch with Sears employees in the Philippines. While they are at this time in history no longer able to divulge their location, I have a keen understanding of accents and was able to identify theirs. I did not want to be told by someone near Manila that in 24-48 hours someone would contact me here in NYC from either Sears Customer Service in Texas, or the NJ warehouse. In no uncertain terms, I made them aware of this by stating that I wanted to hear from someone in 1 hour or less. I also indicated at every turn that I blogged and I was going to make certain to promote this incident where ever possible.

Through my own efforts to call Sears in Texas, I was put through to their delivery department, and spoke with 2 women who were able to finally resolve this. I must admit that both were polite and efficient, and delivery was rescheduled for later this afternoon, via urgent email contact to the driver. However, I now await yet another shoe to drop. Sears has simply GOT to do better than this. While their customer service was frantically doing some pretty decent damage control, their delivery service seemed completely incompetent, not to mention the quality of their merchandise, which created this hideous scenario in the first place.

When I asked SHWP representative exactly WHAT amount of clogging would disallow a claim, she said, "Well there is no specific number. We can disallow a claim anytime there is evidence of lack of maintenance". We got a 2nd opinion from Woessner H & A... He concluded that the capacitor NOT the clogged coil caused the problem and gave us a price for a new compressor. When we got a 3rd opinion from Young's H & A... he said it was a short in the wiring. He repaired the wires...and the system is running! SEARS HOME WARRANTY PLAN IS A SCAM. Their "weasel clause" regarding lack of maintenance gives them a way out of nearly every claim AND they tell their contractor what to say to dishonor the claim. I WILL NEVER AGAIN USE SEARS HOME WARRANTY OR ANYTHING ELSE TO DO WITH SEARS ROEBUCK CO.

Spoke with the corporate customer service supervisor Ray ID # **. He became very rude and unprofessional when he was being asked about the status of our repair. All he would say that we just have wait for the part to arrive because the part isn't carried on the trucks. All we would repeat and rudely interrupt me as the customer, saying they can't repair the unit until part and not sure when that would be because the part if available. I made several call to local appliance repair parts vendor and the motor is in stock. According to Mr. Ray we just must wait for the national parts dept to get the motor. When asked if I could speak with his manager he told me to write a letter to the corp office. Very poor customer service! Just beware of the sales pitch. At this point we have no idea when the repair will be completed. We will not purchase appliances from Sears in the future.

After looking over the Sears website for service I noticed they don't even offer service on their own windows!!!!!!! Since I now have no way to contact the former homeowner, and I don't have the paperwork, I can't even get them repaired!!!!!! Unbelievable... None of the windows will lock and two have huge gaps under them which has caused wall damage from rain. Unbelievable... I was planning on buying a stove, microwave and dishwasher and hot water heater from Sears.... big loss on your part. Shame on you and I am so disappointed in you Sears. Honor your product. You have lost a customer for life.

I am now on hold waiting for the third manager to speak to in customer service at 120 time being told they could not speak to me if I was going to record the conversation. I told them I would not record the conversation but I would go ahead and let social medias know what's going on with their great stores Sears. Last April 2013 the portrait studio for Sears bankrupt who actually was owned by CPI a third party that regardless Sears allowed their customers to associate with Sears policies. I am afraid Sears is on its last leg now cheating their customers out of any money they can. I am very disappointed and will continue to inform consumers of the poor service I received when purchasing something as important as a wedding ring and it breaking in less than a year and being turned away for any replacement! I spoke to Lucy in customer service employee ID **. She was very rude and very unhelpful, made Sears look and sound like a hoax and not a true American Store!!

How can I not be shown what I'm being charged and why are they quoting one price and turn around and charge another price and to top it off, they can't even add the charges. They are not clear and lie in order to get you to buy the service agreement and when you do, they lie about the charges. Sears need to be clear and upfront with what they are selling and charging.

We needed a new refrigerator, fast, as ours had stopped functioning properly. It was making noise and not cooling properly. We visited the Oxmoor Sears location on July 22, 2014 and purchased a Kenmore upright refrigerator and freezer. Delivery was promised on July 25. After we had rearranged our schedules to be home for delivery, they called and rescheduled last minute for the 26th. We then received another call saying they could not deliver until August 2. Again, they did not show up. They provided another day of August 6 but the refrigerator was not finally delivered until Aug. 19th.

When we finally had the refrigerator delivered, we discovered within 24 hours that it was defective. Icicles hung from the freezer compartment and the freezer door did not close properly. After repeated phone calls to schedule a service repair person to come out and inspect or fix the product they supplied us with two dates for a service visit - 25th and 30th and they cancelled both.

We are currently on our 41st day of waiting for a fully working refrigerator. I am very disappointed that Sears, which used to be the gold standard for service, has now seemingly abandoned those values and customers like me are left holding the bag. No business today has the luxury of treating their loyal customers so poorly. We did receive 5 followup customer service surveys via email where we expressed our discontent but have never heard a word. I can only hope we are heard now.

I opened it this morning and discovered the back panel was completely crushed in even worse than the previous one. When I called and asked to speak to a manager, I was refused. I explained what happened and that I was very upset about it, and was asked if I'd take another gift card to keep the unit as is. I couldn't install this one even if I was frustrated enough to accept it. Not to mention the potential safety hazards. Needless to say, I told them to come and get the unit (having to make special arrangements to meet a delivery person for the third time) and give me my money back. I will be going to one of their competitors today to purchase a replacement. I have been very loyal to Sears, but this is the final straw and they will no longer receive business from me or anyone I can share my experience with.

I took off work to meet the technician who did not show up nor did he call. I called after 12 to the customer service which said he would be there sometime around 3 pm. I had work meetings and tried to reschedule - they offered to give me another 4 hour window, didn't even say what day. I am still waiting for a resolution to this - but as I've lost a half day of work to Sears already, when your company is on the verge of extinction, you should be good to those who still have (had) faith in you. Sears, you've lost my future business (which includes a refrigerator that we are buying in the next 3 months.)

The area manager called me at 2pm and said that his crew was running behind and that they would arrive by 4:30pm. When they finally did show up, it was 6pm. To make matters worse, after they went through the exercise of pulling hoses into the house, the carpet machine itself ran out of fuel (????) and they proceeded to tell me that they would have to reschedule. I never called them back and I even so far as to suggest that they refund my money for all the inconvenience but of course they said that isn't their policy. Long and short of - never use Sears carpet cleaning.

We could not afford to be without a refrigerator, or to have food in the freezer and ref go bad, so were forced to purchase a new refrigerator/freezer. We agreed no more Sears products. At the time with our ref problem, we also had service contracts on our dishwasher, treadmill, and grill. Since we were treated this way after many years of buying Sears products, I called and cancelled all our service contracts. Unfortunately I didn't get the lady's name. We forgot all about getting a refund for the six months left on the contracts until we received a phone call asking us to renew the service contracts. I told the person I had cancelled the contracts and asked where my refund was. I was told to call an 800 number.

I could never get an answer so I emailed Sears and got a reply telling me to call the same number. This time, a Daisy answered. She was real pleasant until I asked her where my refund was that I had never received. She said rather bluntly she had no record that we had called and our warranties ran out in June 2014 so no refund was coming. Granted this was our fault for not sending a certified letter. At the same time, we expected Sears to honor our service contract and not to say, "Call when it quits working." We truly believe we were unfairly treated by Sears and a refund is due us for the six-month period Sears refused to return and repair our refrigerator. Our ref stopped cooling. We called under our service agreement & a serviceman came out. It started cooling before He got here. It was working so He couldn't find anything. It went out again. We called. He came out, changed out the thermostat. Again it went out. Serviceman came out - same thing - it was cooling again. After the third time, we were told, "Don't call until it stays out." It would get hot then cool then hot.

We gave up on Sears. Bought a new ref. Called Sears, cancelled service agreements on ref, grill, treadmill, dishwasher. I wrote a letter to Mr. Lampert, Chairman and CEO of Sears Holding Corporation in Hoffman Estates, IL. I got a call from a Ericka ** with a case number ** on my voice mail. I called the number. They answer, "Executive offices, dial ext 58." They answer this way every time. Actually the call is routed to a different office in Austin, Texas.

They now claim they didn't get any call & are refusing to refund $193.97 they owe me. I was offered a gift certificate of $50.00 by Ms Ericka and told her no I wanted what was due me. They are deceiving people by answering the phone EXECUTIVE OFFICES. How can I get the money owed me as it will cost more to talk them to small claims, than what I am owed. They think people will just roll over and forget it. There must be a way to get reimbursed for what I am owed. I am a senior citizen (81). Is there a state office that will help?

Original Review: Aug. 25, 2014

I bought what I thought at the time was a state of the art, all the bells and whistles refrigerator from Sears. Not long after, came home one day, it wasn't working. They replaced the mother board. THE MOTHER BOARD!

The next thing to go was the ice maker. I have had I don't know how many calls on it now. I have been stood up by the company they contracted out the repair to several times. He ordered a part it didn't need when he finally kept an appointment. I know that because the next guy that came fixed it without the part. He was a real Sears tech.

Every tech that has been out about the ice maker has told me how horrible this product is and that Sears knows it and that is why they no longer sell this model. I have been buying ice since July this time. Yet Sears knows this is a bad fridge. They refused to replace it under the lemon clause of the warranty plan I purchased (Thank God - can't imagine what this thing would have cost me in repairs by now). They won't replace it because I don't have "enough service calls where parts were replaced". Seems I am one shy. It doesn't matter I replaced a part myself to avoid spending another day waiting for service techs. There is a magic "service call/parts ratio" that has to be met to stand behind their products. Did I mention they know it's bad? Right now I am waiting on the most recent part to arrive so I can take another day out of my life for a service call. Well it's hot here in Florida and I have no ice. Guess I will go to the store.

I contacted Sears Corporate offices and they told me that they would replace it if it malfunctioned 3 times in one year. Here is the real tragedy. With the money that I have spent on the service agreements and the cost of the 19 previous calls; Sears has spent enough money and effort to have replaced my $1700 refrigerator twice; but they have not. I will probably replace it myself; but I want the world to know that Sears did not stand behind their product nor their service. I am sitting here now with ice all down my freezer because the ice maker is not working and it is spewing water throughout the freezer and making a mess of everything while I await my service appointment in 4 days. I am so disappointed in Sears. SMH!

5:22 pm - Technician arrives. I lead him to the laundry room which is connected to the guest house through a shared wall but accessible through a door off the garden behind our large metal gate. The broken ring is on top of the washing machine. I set my 5s Iphone down on top of the washing machine to pick up the broken ring. Technician told me he didn't have any parts with him and he would have to order it.

5:25 pm - Technician told me to move out of the way because the laundry room is small and he needed space. I walked out of the laundry room accidentally leaving my phone on top of the washer. I stood by the door watching him work. I noticed a broken light on the ground and moved it out of the way and then went to the alley where his truck and my truck were parked so I could check on my dogs and my car. He continued to inspect the machine until 5:45 pm. I never went back into the laundry room while he was there.

5:45 pm - he came out into the alley and told me the part had to be ordered and it wouldn't be repaired until 8.29.14 to which I said that was unacceptable, I needed it sooner because my tenants needed to do their laundry. We argued about it somewhat and another repair person on the phone with him said they could ship the part to the house directly and come on 8.25.14. We agreed to that date and time period of 1-5 pm service call. I got into my truck and started to drive away.

5:47 pm approximately - I got to the end of the alley, the technician was still in the truck seeming to do something in his truck. I realized I left my phone on the washing machine but I cannot turn around in the alley so I just drove around the block, it's a short drive. I looped around and when I got back into the alley his truck was gone. I went into the laundry room and my iPhone was gone. I searched the entire property the phone was literally gone.

20 minutes later the tenants got home - She called my phone for me, which was charged up and on, the phone had been turned off. 7:45 pm I arrived at my daughter's house and we tried to call the phone again. It had been turned back on but no one answered it. We sent a text message saying we were tracking it and filing a report, to please return the phone back to the house. We tried to call again - the phone was shut back off. We were unable to track the phone after that and eventually called At&t to have the phone shut off and suspended from the network.

We filed a police report with the Burbank PD and also filed a report with Sears. Sears hung up on us three times when trying to make the report and the last person I spoke with Supervisor Alex ID # ** first accused my daughter of maybe not knowing what she was talking about and then scoffed at her and said he was just the customer service department what did she expect him to do about it. A 'report' had been filed and someone would eventually contact us.

Scott contacted us and continues to tell us he has "no information for us", he "cannot tell us what will happen or how long their internal investigation will last" or "whether Sears will replace our phone" or basically if #Sears will do anything at all about this besides pass the buck, which is what they have been doing.

We lost food. My daughter was sick and admitted in hospital the evening of 08/17 & came home yesterday following ER surgery. I've lost the food. Your warranty was explained to me as long as they repair it within that year. The service call center even had the nerve to ask my husband "Mr. **, could you please give me your last name?" Are you writing a skit for SNL? No wonder Sears is going down fast. Bad product. Horrible service. Hateful responses from supervisors. Worst experience ever from any company and I'm 57. Unbelievable. Having to keep cooler of ice for my daughter who is sick. This deserves a call to our local TV investigates. I do not want anyone else to go through this.

The next technician comes spends a good amount of time and finds nothing wrong. So he leaves. I do two loads of laundry and guess what..the second flooded the room again. I call sears and again was told that the soonest appointment was on August 22, however this nice customer service person told me that I could be put on a cancellation list, he did this for me and I received a call the next day moving the appointment to the 19th of August. Another 13 days without a washer. On the 17th of August I have my daughter take off from work (she lives elsewhere) to stay at the house for an appointment between 8 and 12. She is called by service that the technician had a problem at his first stop but would still be coming. At 12 my daughter calls Sears to find out that he was injured and would not be coming at all. She informs me (on vacation) I call service again and run through 3 different people to find out that the soonest appointment is the 27th of August. Why purchase protection, an outside repair could be there the next day. Sears has lost a customer of 45 Years.

He also ran an annual service check and everything was diagnosed and running fine (at that moment). Sears repairmen are very knowledgeable, friendly and professional people so I have no problem with the service they themselves provide. My issue is that through all the problems I have had with this washer, I could at least operate it until they could make it here in no more than a week, but now that it DOESN'T operate, the soonest they can be here is 13 days later.

I called the service dept. hoping I could get some other service company to get here sooner and find out from some uncaring, uninterested Supervisor that Sears does not allow third parties to perform service work and they do not reimburse. Quality and service are two reasons I have been a strong supporter of Sears. It's pathetic to see this bad of a decline. I'm having a real hard time maintaining any further support. Most likely this will be the last item I purchase at Sears.

The following day (Tuesday, August 12, 2014), less than 24 hours from my initial contact regarding the exchange, I received a call from Sears, but was at work and missed the call. I called the number left on my voice message and the representative I reached had no idea why I was calling. The rep told me that there were no notes on the order about a phone call. After being passed around to a few representatives, Ishmael in Customer Solutions helped me complete the exchange. He gave me a total amount and I gave my credit card number for the difference in the uneven exchange - I thought everything was settled and confirmed and that I would receive a call about delivery within the next 24-48 hours.

The next day (Wednesday, August 13, 2014), the initial purchaser - a relative of ours - was contacted about delivery. The relative let me know about the call and delivery time which was scheduled at a time when no one would be present at our residence. I called Sears to let them know that I needed to reschedule delivery. Upon calling, I was notified that my exchange information, payment information, and my phone number/address were not anywhere on the account. Again, after being passed around to numerous representatives, I was notified that the exchange was indeed completed; however the shipping address was COMPLETELY wrong. I have absolutely no idea where this shipping address came from as it was neither the correct delivery address, nor the initial billing address.

When I asked to change the address, the representative told me that I could not change the delivery address, nor could she give me any additional information on the account including confirm my exchange because I was not the initial purchaser; after I had given my credit card information for over $200 the day before to a representative in the same department. Of course, this infuriated me. When I asked to speak to a manager or someone with whom I could file a complaint, the representative let me know that SHE was the person to contact. She was in the SAME department that I spoke with the previous day when I thought the order was finalized.

Later that same day, I attempted another call to Sears instead of bothering my relative who had so generously purchased the washer and dryer as a gift. I was transferred to a representative, Krystal, in Processing. She let me know that she would have to cancel the whole exchange in order to correct the shipping address. She had to call the delivery department to cancel the delivery scheduled for 1-3pm THAT SAME day (Wednesday, August 13, 2014). She was able to cancel my order and let me know that I would have to call back at least 24 hours later in order to start the exchange order all over once again. However, she let me know that she was putting a note in the account for $100 off my exchange for all the trouble I had been through with what should have been a simple uneven exchange. Thank you, Krystal.

I waited until after work to call back on Friday (August 15), as I had already spent enough time on the phone during the week. When I called the number that was given to me on Thursday (1.800.479.6351) the representative let me know that the department that processes exchanges was closed and to call back the following day. Again I waited until Sunday (August 17) to call again and I spoke with Chris in Customer Solutions. He confirmed that the cancellation had indeed been confirmed but, again, the department that handles exchanges was closed for the day. Chris gave me a different phone number (877.878.3687) to call, case number (**), and receipt number (**) and assured me that with these numbers on hand, there should be no issues with reissuing the uneven exchange.

On Monday, August 18, I called during my lunch hour as I figured, based on my experience during the week prior, the call would take about an hour. I was wrong; the call lasted just over 2 hours. I was helped by Pam at the number I was given on Sunday. Pam let me know that my phone number was still not on the account, even with the updated case number. The initial purchaser's phone number was still listed and mine was nowhere to be found. I let her know the reason for my call and she had to, again, verify that the shipment was completely cancelled. After she verified the cancellation, we continued with the exchange.

She did know that I wanted to exchange for the gas dryer and went ahead with processing. When it came time for her to ask for my credit card number, I reminded her about the $100 credit I was supposed to receive based on my conversation with the representative on Friday. She let me know that there was no note anywhere on the account about the $100 credit. After browsing the account while putting me on hold, she returned to let me know that not only did she not see the $100 credit note, but that she could no longer go through with the exchange because I was not the initial purchaser; she came to this conclusion AFTER she was going to take my credit card information.

I let her know that this had happened once before and I was very confused about how this was possible as I was the person who had been in contact with Sears the WHOLE week before. I continued to explain the situation to Pam and without another solution from her, I asked to speak to a manager. She told me she didn't think a manager was going to approve the credit but if I wanted, she could still have a manager review the account. I insisted on speaking with a manager. I later found out that either Pam or the manager did contact my relative to confirm that it was ok for me to continue with the exchange. The manager let Pam know to continue with the exchange and he approved the mere $100 credit. I was interested in purchasing a protection agreement, but was never offered to add that portion nor was I asked about any additional parts that we may need for connecting the gas dryer.

While she worked with online order processing to complete the exchange, she asked me if I had a preference for delivery. I let her know that only weekends were suitable as no one is home during the week. After the order was complete, she let me know that weekend delivery wasn't available, but I would be able to change the delivery once I received a call about the delivery window. I asked for an order or confirmation number and when Pam looked at the order, she noticed that the wrong phone number was now on the order for delivery. She suggested that I call Sears back to ask for delivery information because she wasn't able to update the information. There was NO WAY I was going to do that again. After speaking with her manager, she let me know that she would be able to update the delivery date for the coming Saturday (August 23rd) and correct the phone number with mine. She told me that she would give me a call back if there were any issues with the order.

It is now 7 days and approximately 5 hours on the phone after my initial contact with the company, and after speaking with numerous representatives, I hope my exchange has been processed correctly and finalized. We will see if I receive a call this coming Friday about Saturday delivery. I believe that the amount of time and energy spent on this simple exchange is absolutely outrageous and I hope that your other customers do not have to endure this type of treatment and complication. I can guarantee that after we have received our gas dryer, we will no longer shop at any Sears store for any type of product. We have also already begun to encourage our friends and family to do the same.

However, my step dad was a devoted Sears appliance shopper and bought a garbage disposal from them November 2013. It had a 7 year warranty and lasted all of 9 months before dying with no warning last weekend. Poor product, strike two. He called to set up an appointment and could only get an automated system that informed him there was a fee to diagnose the problem with our under warranty disposal. Strike three. The appointment was set for 8/19 from 1-5 pm. He gave his cell number, planning to leave work when they called to say they were on their way. They confirmed by calling the house number. Unable to trust he would get the call, he took the whole day off work. At 2 they called to say they weren't coming.

He called to complain and they insisted he reschedule. He demanded a manager who said there was nothing she could do to get it fixed today or to make up for the no show. When he told her she wasn't very good at her job she had no response. We both complained via facebook and their response was that we need to call to reschedule. How do we know they will show up? Terrible customer relations. We are going to replace with a competitor's product and never shop Sears again.

The problem: My side-by-side refrigerator/freezer died on Aug 6th. Thank goodness we have a small chest freezer in the kitchen, because we were able to save almost everything in the side-by-side freezer by throwing it in the chest freezer. We lost everything in the refrigerator, and I had just gone shopping. I called Sears since I have an extended service contract with them. They told me that unless I have an elder over age 80, a child under age 2, or an insulin-dependent diabetic who needs to refrigerate their medication in the house, they couldn't send a service person until Aug 14th. My sister's diabetes is controlled by diet, so she does not use insulin, and I refuse to lie to get someone here sooner. I complained about the date and asked for a supervisor. The supervisor was able to get me an appointment for Aug 11th in the morning.

The service man came out and told me I needed a new compressor. He ordered it and said it would arrive in the mail, and he set me up for a return appointment for Aug 21st (yes, Aug 21st). To my surprise, the part arrived via UPS the very next day. Now, as you can imagine, I complained about the date of the return appointment. After numerous telephone calls, emails, and a public complaint on FaceBook, I was given a repair appointment for Aug 15th in the morning. I was supposed to be the "first call" because I had to miss work to be here. They also processed a request for a check to replace the food that spoiled, however, this is part of the extended service contract. This is not something they did out of the goodness of their heart. The service man called me the morning of the 15th and tried to reschedule for the afternoon, but I had to leave for work, so the Corporate office told him to work the order as scheduled. He worked another order first, then he came to my house.

He arrived at 10:15 am in a bad mood. He installed the new compressor, told me not to put anything into the unit for 24 hours, then he left. I waited the 24 hours. The 'fridge and freezer felt cool, but not cold, so I didn't put any food in it. I did, however, put an ice cube tray filled with water in the freezer and left it overnight. As I suspected, I had cool water in the morning, not ice. The freezer is not working at all, and the 'fridge is cool, but not cold. It would not be safe to put food in it. I called Sears' customer service line and tried to communicate the problem with people in their outsourced call center. It is obvious that English is their second language, because they misinterpret questions and statements, and ramble on from a script of canned phrases. They were more concerned with placing a complaint about the ineffective repair than getting someone to my house in a reasonable amount of time. They tell me the first day I can have the refrigerator/freezer looked at is Aug 26th. That is 20 days since it initially stopped working. I asked for a supervisor.

The supervisor who came on the phone was rude and snotty. He said Aug 26th is the best date available. He tried calling the dispatch 'router', but came back on the line and said he "heard a message recording." I'm thinking voice mail kicked in. He then said it is probably because it is Sunday and they aren't working today. He told me I should call back tomorrow (Monday) and see if someone can check with the router. I asked him to have his supervisor call me. He said he would send an email and have someone call me back on Monday.

Not only does Sears make their customers wait an unreasonable amount of time for service, but their service people are inept and don't fix the problem. On top of that, there is no protocol in place to override the schedule and have someone come out sooner on a repair that was not effective. You would think that a return appointment to address something they have already "fixed" would be given some kind of priority.

My sister and I have been using an ice chest since Aug 6th, so I have to buy ice every other day. She can't store salad because it just doesn't "hold" well in an ice chest. This situation is difficult to say the least. I have maintained an extended service contract on this refrigerator since we purchased it in 2000. This is only the 2nd time we have called for an actual repair to this appliance in 14 years, yet we pay yearly for the service contract. Sears has definitely made money off of this deal. The least they can do is get out here in a reasonable amount of time so my sister can resume her normal routine and return to her healthy eating habits. This has been extremely hard on her. Any assistance you can provide would be most welcome.

Then I ask what the difference was between the 3 lights that all looked the same but were different price. She said, 'I don't know.' Well, sorry to say I lost my mind and went off asking her where her manager was and she said, 'He's not here and if you're going to talk to me that way, I'm not going to help you.' Then got up and walked away. The place was empty and I see why. I did however go across the road and buy all my lights and then some from Lowe's which gave me outstanding customer service.

I checked the order delivery status and it was listed as "Pending". I called Sears Parts Direct to find out what the status was. I was informed that they were very sorry but the part was no longer available and the order would be cancelled right away. He apologized and admitted that they should have notified me. How much longer would it have taken to cancel the order If I hadn't called? With today's technology they must surely know when there is no inventory. How much money is held by Sears Parts Direct while orders are "Pending"? How much money does Sears make while holding the money for orders that will never be delivered?

Went thru this cycle for well over an hour. I got managers on the phone, several times. They said they would call me back within the hour. They didn't. I called back asking specifically for the manager and they said she LEFT. Then they said they would call me back within an hour (that's ANOTHER hour of waiting). It went on with that the whole evening, eating into the next day. We have never received a concrete answer on our equipment status, nor even really any resolution. We are just fighting to get our money back on a product we never even received. These people have been rude and very unhelpful. Never again.

I called them again a second time and made another appointment for after 3 for yet another two weeks later. Again, they came in the morning. The third time I called I had to wait three weeks. This time, I took off of work as I did not have a dryer now for quite some time. They never showed up. They called me and said they were running late and would be here around 6. They never called and never showed up.

Now I called a fourth time for them to come to another appointment for yet another two weeks later. I yelled and screamed at them and told them not to show up in the morning that I would not be home until 3. Again, the fourth time they showed up in the morning. Today was my appointment after 3, they never showed up back here. I spent another hour on the phone trying to get them here. I was transferred from person to person put on hold and spent all that time on the phone again. This time they disconnected me. I called back again, waited another 40 mins on the phone and they disconnected me again. Nobody ever called me back. I am now over a month without a dryer and I have given up hope on Sears service!!!!!

By the way, I did get the agreement sales people to say that we could just say that the appliances were making a strange noise and the service call would be covered. When I asked about a "no problem found diagnosis", they said that would still be OK for the service call to be covered (I confirmed that they were recording the call then referenced paragraph 17(q) of the agreement which said that this situation was excluded from the agreement). So what isn't there matters and what is there doesn't. Go figure!! No more extensions here and no major purchases at Sears from now on. Gee, wonder why the bottom line isn't that great!!

I explained to the guy who called me that I have a protection plan on my refrigerator and he told me I needed to call the 1-800 number. And the viscous cycle continues. I was a loyal customer of Sears, but will never again buy anything from Sears. They have lost my business permanently. I deadly regret putting my faith in them and wasting my money on a useless protection plan. I will not make the same mistake twice and I have made it my goal to let as many people to know how horrible they have treated me, and urge them not to make my mistake.

I have to now file a claim with my homeowners insurance. Anyway, the idiots that Sears contracted this work out to is called Pro Audio Video and their number is 804-723-5410. But maybe I am the idiot that should have been out there making sure they reinforced the area that they were connecting to hold my garage door in place. Stupid me for not getting smart on how it should be installed before PAYING a "reputable" company to do the work for me, eh?

On my 3rd phone call, the lady even asked me if I wanted to reschedule....... REALLY?!?! We've already waited a week to get these. If I reschedule, we would have to go another week and who's to say that we won't have the same experience? NO THANKS! Also, my husband is disabled and missed a doctor appointment because of this, so thank you for that! If you are thinking about signing up for Sears Delivery service, DO NOT DO IT!! Horrible customer service, and no one seems to know how to help! We will never shop here again, and we will be sure to tell all of our family & friends the same thing!

Original Review: Aug. 8, 2014

After almost another 2 weeks of trying to make my final payment on my Sears.com online layaway, I guess they finally gave up and told me to cancel my order...what a joke. I will never use the online service again. Even though the website, my receipts and even many of the customer service reps say you can make a payment in the store. The store will not take a payment for an online layaway...no matter what it says or what they tell you. They will tell you over and over not to worry about the order, they will help you to get online to make the payment, but the system will automatically cancel the order and they have no control over that. Sears has my money for two months, they will make money on the set up fee and whatever else they charge me...I should be cooking on my stove and again I am heating dinner in the microwave.. They just gave up on even trying to solve the problem and I have to wait 14 business days for a refund!

My real complaint is that I have had my car back to Sears on numerous occasions because my tire pressure light came on repeatedly. I was told it was because of the wintertime which I knew and had taken that into consideration; however, there was one tire that kept loosing pressure as the tire gauge read 20 psi on only 1 tire. Kept being told there was nothing wrong w/tire, then I was told it could be the valve stem, then I was told maybe the wheel was damaged, then that there was an electrical problem and that's why the light kept coming on.

I bought this car new with 75 miles on it and have taken excellent care of it. Oil changes were done at the Jiffy Lube owned by the dealership I purchased it from. The tires were checked there and adjusted if needed and was considered just normal service, but I was continuously putting air into that 1 tire I was complaining about. Yesterday 08/07/2014 my car was at the dealership for its scheduled 60K maintenance and it was brought to my attention that the tire pressure gauge was lit. I told the service manager the experience I'd been having with Sears so he (at no charge to me) further checked and GUESS WHAT! There was a leak in the tire which was plugged by the dealership. They even noted it on the repair order. I will never purchase anything at Sears again, EVER! And I suggest anyone else who thinks they are going to get decent customer service from them when purchasing big-ticket items.

It is really frustrated trying to explain the associate what happened, I explained that I was cutting the grass with the Lawn Mower for 30 minutes and started to slow down and then stopped. How can all this had happened after 30 minutes? There was no way for me to cause what the associate say that I did, they could not listen. I always treat my equipment well. I could not have mishandled the Lawn Mower. The behavior from the associates was rude. There was no way that could get them to understand what happened.

I decided to purchase another Lawn Mower, but this time will not be at Sears or be Craftsman Lawn Mower. Literally, I feel like I have been kick out of the store. The customer service is very poor, incompetent associates ignores whatever I said. I am very sad that I have to take this decision to buy the new Lawn Mower from the competition after 10 years of being a Loyal Sears Customer. Unfortunately, I have no choice. I have no other options at this time but to shop somewhere else after 10 years of being a loyal customer. I can't spend more time in trying to get some help from Sears, there are no options left... I still have a maintenance agreement for other appliances #**. Tell me how can I extend the maintenance agreement under this circumstances. I am very, very disappointed.

I've been told that the site is being updated and to wait. I've been told that it's because my last payment takes 5/7 days to process. I been told to change browser, delete cookies, go on another computer and I've jumped thru all these hoops with no help from all these good folks at customer service and nothing has worked. I now am not getting even the payment notifications from them and my payment was due yesterday. This is the worst service I have ever had... I can't make a payment on a layaway and they will NOT take the payment over the phone or in store (even though website and my last receipt say you can pay at any Sears store). When I asked about that, they just say it cannot be done. I call the store where my stove would come from if I could pay my final payment. I have been trying for over a week... Now the payment is late and I have NO WAY to make the payment. Isn't this just a little silly? I am getting ready to call and try to cancel the order but somehow I think this is going to be a problem also.

Firstly, I will start by saying I have been a loyal customer to Sears and Kmart for the last few years and I have gotten nothing in return. Unlike most reputable companies Sears does not inform their customers of this particular fact. Their website simply states refunds are processed back onto your form of payment. Naturally you would think they would do this conventionally as most retailers do, pay you back the way that your purchase was made or issue a check if it is multiple forms of payment used. I see no reasonable way to rationalize how a merchant would think it was ok to process a customer's $272 cash refund back as a credit card purchase. This is intolerable and astonishing. I am stuck having to explain and beg for extensions on my rent and bills all due to this.

What makes matters even worse is the one Manager at the Riverside store treated me as if the error was my fault, as if they don't have any responsibility for causing me this huge inconvenience. Now I have to try to file a dispute which may take up to 60 days through my credit card company and who knows If I will be able to even have a home to live in or lights, water, etc by then. I am in a very bad place due to this ridiculous policy and no one seems to hold these people accountable.

Though some representatives and associates are polite, many are rude and have poor communication skills, not to mention lack of urgency and sincerity to correct problems they've created for their customers. This last issue which they've generated for me by refunding my $272 layaway refund onto my credit card instead of the appropriate debit card/s which were used to pay for my purchase has caused me problems that have trickled down into huge problems for me. As a loyal customer trying to resolve the issue cordially, I have been given no type of resolution and am getting constantly bounced around back and forth between Sears.com and my local Sears store. When I explained my situation to one of the managers, I told him that I am so distraught that I am considering never shopping here again; his response was that's fine.

Apparently, Sears online layaways refund cancellation monies back to the first card on the account that they see. They take no steps Even if the card was only charged 1 penny as a layaway down payment; And over $272 was paid later via debit. Sears placed my entire refund onto my credit card account; which in turn has caused my Credit card company to flag my account and suspend it for suspicious fraudulent activity. This is due to the fact that I never made the initial transaction with the credit card, only paid 1 cents to Sears. I am on Unemployment and a fixed budget and my husband has changed jobs so we are in between pay checks. I just got back in good graces with my landlord and now I have no way to pay my rent in full because my refund money is tied up in a credit card which cannot be cashed out. I also am unable to use my credit card to pay my utilities that are on disconnection status because my credit card has been frozen for investigation of this charge back done by Sears. At no time did Sears take initiative to verify which form of payment to apply my refund; nor talk to me when I called them in advance to discuss the processing of my refund.

In the past I have been delivered empty boxes, wrong items after waiting 2 weeks for shipment, then have to have them investigate what happened, wait again, then have to wait for a refund. Not to mention items were gifts for my baby's birthday. In the end I can't believe after all the wait they issue me an incorrect refund amount and I have to wait again for them to correct. I've went into Kmart and have associates tell me that they cannot find my purchase and I am showing them receipts, which show cash paid, they try to refuse to give back to me in cash but instead credit. The list goes on and on and at no one time has they offered me any type of compensation or acknowledgement for all the trouble and errors they have made their so called loyal customer. I am very disappointed in this retailer and I now have zero confidence in their brand. I plan on telling everyone I know about my experience and drawing as much attention to their poor practices as I can. Enough is enough, there comes a time when the customer has to stand up and say NO, this is unacceptable, and I am that customer and will not tolerate being inconvenience and disregarded by Sears Corp. any longer.

Told the sale lady I didn't know where that was. Instead of her telling me she said I had to wait until the man sales clerk was off the phone. There were three sales representatives there and no one would bother to tell us where this place was. That's piss poor customer services. Had to go home, look it up on PC and took mower in. They had to send mower in. Said it would be 7 to 10 days. Someone would call when it was done. After 10 days and nothing I call them. Said our mower was sent back to store 5 days ago. Went to pick it up and they took it upon themselves to change parts that weren't cover under warranty.

Apparently the sales representative gave them the ok up to 50.00 without our consent. Plus the filter and spark plug were damage from the faulty carburetor that needed to be replaced. Then they chanced out a blade that had only been used once. Their customer service there is the worse I've ever talked to. No matter what you say they had an excuse for it and interrupted you every time you tried to say something. I will never purchase anything from Sears again. The oil is still leaking out after all this.

They didn't try to clarify or confirm, they just assumed and did no kind of validation. Poorest customer service ever and now I have to find a way to work things out with my landlord whom I just began to get back on track with. As well as try to negotiate final disconnection notices from my utility companies which I was to pay my bills with as well as my school fee to prevent my financial aid from being withheld because the deadline to pay that was today. This has been an all around nightmare, one after the other with this company. They never offer compensation or even sympathy, they do not care about their customer and have no common sense of policy fairness, professionalism, and lack credibility of their brand. What they did should be illegal and it has now cost me more than they care to acknowledge. I wish I could sue them.

Original Review: Aug. 5, 2014

Purchased a mattress from Sears and called to complain within the first few weeks. Told them I was waking with severe back pain and could not even stand straight in the morning. Was told to give it a few more weeks. Why? Not sure. Called again, and was now told it was past the "60-day" warranty, and they never acknowledged my previous call. The mattress has visible sagging and they will not take responsibility for the mattress they sold me. Not months or years later, but weeks. Have filed a mattress complaint and was denied as I apparently didn't have the bed frame per the manufacturer's warranty specifications.

Funny... I was NEVER given this warranty. Nothing received at time of purchase by THEIR furniture sales specialists. Nothing was mentioned or given when SEARS home delivery specialists arrived at my home to assemble and place my brand new box spring and mattress on the frame in question. It was not until I filed a complaint and was denied three months later, that I received the manufacturer warranty via email. Sears has advised that there is nothing they can or will do. They are not acknowledging that I ever called to complain from the beginning and will not back up their crappy mattress!!! Absolutely RIDICULOUS!!! I will NEVER buy another darned thing from this unethical, unreliable, dishonest company/store again.

Original Review: Aug. 2, 2014

Bought a bed and box spring in Jan of 2013 and just in case, kept the plastic on the mattress on it because I had heard horror stories about major retailers delivering mattresses infested with bed bugs. After few months, I noticed one of the little critters on my bed, killed it and hoped (and prayed) that it had just crawled in the window or something. The sightings became more frequent, so I called the landlord who checked the floorboards in my apt. and assured me that there had never been problems with bed bugs before. I threw out my pillows and rather expensive bedspread, and invested in a bedbug shield cover for both my mattress and box spring.

While changing the bed ruffle, to my shock I saw what I can only assume was bed bug feces on the seams and one trying to chew its way through the protective cover... not in just place but intermittently along the perimeter of the bed. Called customer service who told me that since I had had the bed for slightly over a year, they could not do anything about it..... Guess it doesn't matter that bed bugs can go dormant for over a year! They also told me that no one had ever complained about this matter before, a total lie!

So, in short, Sears has filthy product, and cannot be trusted to provide you with good, safe merchandise for your home... Makes me think, it might be wise if ordering electronics or appliances to check them for cockroaches before allowing them into your home. Sears totally screwed me, cost me more money than I spent buying their infested merchandise and is now laughing, as I'm sure it has many times before, all the way to the bank!!!! Don't let it happen to you!

On Jun 27, I called sears protection center. They told me someone would call to set up a appointment. No one ever called. So on july 3 2014 I called back. They set up another date, Monday july 7 2014. Well that Monday, a repair tech shows up to tell me all he can do today is order parts. When he came back to my door from ordering the parts for my grill, he said he would be back on 7/16 2014, handed me a piece of paper saying it was going to cost 414.00 to repair on a 300.00 grill. It makes no sense to spend 414.00 to fix a 300.00 grill?

Well 7/16 2014 came and went. One showed up or called. Had to call them again. When I called I was told the parts were on back order and when they got here, nothing they could do about it. So I went along with it still wondering how the tech was going to fix a grill with no brackets inside my grill to hold the burners up which were welded on?

So on july 1 2014 the parts came to my house. On 8/2/2014 a repair tech shows up at my house to fix my grill so I thought. He takes one look inside my grill and he realizes that there is no way to fix my grill due to the fact that there are no brackets to hold up my burner! Now he has to order a new firebox, basically a whole new grill now. Total cost almost $800.00 on a grill that is on sale for $279.99! Now I have spoke to 20 different people on this issue, thought purchaseprotect partners as they call themselves. As it stands I have not had a grill since the end of June with another appointment date for the 14 of August.

So what I would like to know, how does Sears stay in business with such bad decisions being made at that level? When I bought this plan, I was told I would get quick service not going more than ten days without my grill, and if the cost was more than the repair, it would be replaced with a new one or of equal value. Well it's been over a month, grill still not fixed. Every time I call, there is a new clause in the contract to the point where they can put you off as long as they want. I feel like I was lied to and deceived. I am 52 years old and have spent a lot of money at sears. I feel like those days are over for me. For a company that is having so many problems, this is one area that needs to be reevaluated. According to what I have read today, I don't see a bright future for sears. As of today you have lost a great once loyal customer!

Finally, was able to talk to the hardware department and Paul was very stern and unkind and would not hear of our issue. Called back to speak to the store manager and Valerie said the same thing. That our warranty had ran out and they would offer a 15% discount on a new purchase. I was shocked that they wouldn't stand behind this item. They did not bother to check the review of this item. Finally, I called the Craftsman repair people and after getting the run around of a lifetime (meaning that I was hung up on a couple of times and it took me literally 2 hours to get through), the manager (Portia) did a thorough research and found that this engine actually had a recall!!

Yesterday, when the couch was delivered, the delivery staff from Sears was verbally abusive calling me a ** to each other outside in my driveway. Now if I could hear that from my front door - so could my neighbors. They called me a ** at least 10 times and a stupid idiot because I did not drill the holes in the bottom of the couch myself. Megan called this morning and was not interested in discussing the incident from July 26 at all and simply said she was refunding my account $310.00 for my trouble. I never agreed to $310.00 and am quite sure it would be more than $310.00.

How much is 8 months of not using a couch and chair because it was delivered with a default and not unpacked or put together? How much is at least 30 phone calls back and forth and having to explain the situation over and over again for 8 months? How much is taking a day off work when I was assured something was being delivered only to not have it delivered? How much is having Sears delivery staff come in to my house and abuse me and call me names? I didn't sign up for any of this. I signed up for a couch and chair - that's it.

Next on 5/6 I was emailed a second delivery date of 5/14 between 7:45a and 9:00p, and then on 5/7 emailed a third delivery date of 5/30 between 7:45a and 9:00p (which date is right?), none of which were met. After waiting all day for the 5/30 delivery, I called to find out the approx. delivery time only to learn that my contract could not be found. Next after making 5-6 calls to customer support, someone finally found my contract only to inform me that it had been canceled on 5/10 by my wife (**). If the contract had been canceled on 5/10 why was a gift card and two separate delivery dates sent on 5/17?

After many more calls and a couple trips to the local store in an attempt to get a refund, I finally received a partial refund of $790.18 (83%) on 7/15. The local store even made a call for me only to learn that my contract could not be found again. Thank God for all the saved emails. I have now made several more calls and emails in attempt to retrieve my final 17% ($158.04) of the refund and they are basically insinuating that I am lying. This is after I have provided all the info needed (copies of transactions and a phone number) for them to verify the transactions through my financial institution. This is a constant runaround to no avail. I am still constantly calling and emailing customer support. Can't a class action lawsuit be filed on behalf of all of these dissatisfied customers?

We are beyond tired of having to call and have someone come out to repair the same problem. Oh and let's not forget having our food go bad every time. It's unfortunately that sears is unable to exchange an item that is obviously is not functioning correct. Truly recommend you and your family purchase at other stores, specially for appliances.

Sears on several occasions and, I was told that it takes up to 2 weeks to get a refund. Furthermore, the rep. refused to answer the most basic questions, citing company policy. Word of caution: beware of sears' online store. Lousy customer service.

After the sub-contractor quit coming, cause they could not find the problem, they said for us to call Sears and I did. I started making notes and documenting days and times with who I spoke to with. You may want to do the same because Sears does not stand behind their products or service. My warranty ran out last year in September 2013 for the parts and even though I kept calling they are now telling me, they cannot help me out and that I should have purchase some Warranty Protection Plan! I guess all the times Sears sent out A&E Factory techs who could not find the problem and one of them actually told us it was an Installation problem. Sears customer service and Customer Solutions dept acted like they did not know what I was talking about. They were to make notes and even gave me Case Numbers to refer back to but now they act like it's all my fault and that I am in the wrong.

I have made several phone calls to the Project Manager and his boss. They don't really care. I explained how we have a Newborn baby and a 5 year old grandson living in my house in NM and they could care less. The Project Mgr. said his hands were tied and could do nothing about this. I did tell him I would be contacting my attorney and they should hear from him. Meantime, I contacted the Rio Rancho, NM Contractor dept and found out the sub-contractor never pulled a permit to this this installation!

Am filing a complaint with the Attorney General office, BBB, and hiring my own lawyer. I will never, ever use Sears for anything else. They have bad, inexperience customer service along with Home Improvement Managers. They do not care about customers, little newborn babies, or family. Need I say more?

Same tech came back after we left message and e-mail that we did not want that repair tech coming to our home for future appointments. We requested an annual maintenance on all new appliances we had purchased. A problem was found with our refrigerator so an appointment was made for repair and replacement of parts. Same tech shows up. After several weeks of waiting, I did not want to go through that again so let him in to do repairs. He replaced one part and then said, "I have been here a long time. Can I use your bathroom?" I said sure and then he said, "Before I can finish the repairs, I need you to sign a waiver saying if I damage any part of your home I will not be responsible."

I said, "I have buying from sears for 40 years and have never been asked to sign a waiver agreeing that I would be responsible for something you did wrong. And when I paid for this service at time of purchase there was nothing saying a word about having to sign a waiver to make you not responsible for damage you may cause." I said, "You have been here on 3 different appointments in the past and have never asked me to sign a waiver." He said, "Sometimes I do, sometimes I don't." I said, "That makes no sense." He said, "I have to do this because of a problem I may have caused in another home." I said, "Because you caused a problem in another home, I have to waive my rights?" He said yes.

I asked him if he was refusing to do the work for a service I had already paid for. He started to gather his tools and said, "Before I go, can I use your bathroom?" I said, "As soon as you sign a waiver saying you won't damage anything in my bathroom" and he said, "You have got to be kidding?" I said, "That is how I feel about you asking me to sign a waiver." He walked out. I set aside time for this appointment and now I have to do it again.

I have asked Sears to send me in writing their change in policy in asking homeowners to sign a waiver saying they are responsible for damage a Sears rep may cause while in their home. I understand accidents can happen, but the party responsible needs to be the responsible one to take care of what that accident may have caused.

The delivery personnel practically refused to install the washer/dryer since their order record was different than what we placed originally. Parts that we paid for were missing so they could not install the steam kit for the dryer. Our washer was noticeably dented from a deliveryman climbing over it. I called customer service to request the missing parts as suggested by the deliverymen. Customer service voluntarily offered a decent credit amount to make up for the mix-up in the parts. The parts were delivered about five days later, but one small part was still missing.

I happened to be nearby a Sears and stopped in to ask for the part at the suggestion of the second set of deliverymen. The Sears employees, most of whom were just standing around, were practically worthless. In the end, they put me on the line with customer service where I spent 20 minutes waiting until the correct part was finally ordered to be mailed to me. The part did finally arrive but the credit originally offered never showed up. I called customer service to inquire about the credit and they claimed no record of such a credit existed. They refused to honor the credit.

In the only moment of me displaying any sort of discontent with the order, I told the manager, Veronica, who refused the credit, that she should enjoy her job for the little time she has left. Sears simply will not be around much longer... I have not mentioned the many inefficiencies I observed throughout this experience. It is too bad too, because they used to be better than this.

Sears uses appliance MODEL # for Protection Agreement Warranty repairs which causes skewed records as we have multiple appliances with the same model number. Serial Numbers are a one of a kind appliance identifying numbers!! GE Appliances uses Appliance SERIAL # to track customer servicing/warranty history. Why does SEARS refuse to honestly service their customers with Serial Numbers which are not duplicated as Model # are???? Please, Please help us get this reasonable Customer Service Request resolved with SEARS.

Also, with this track record, I am not certain I will get it back the next ten days as they always seem to have another problem come up. I seriously regret purchasing the maintenance agreement because it costs me more time and money to get the "free" repair than if I would have taken it to my local lawn mower place where they would have fixed it in a few days.

I called the representative again as an attempt to resolve the issues to have someone come and fix the new unit. It took 8 calls to get someone to respond. The company representative did not responded to my issues until February. The bills was continuously increasing $1200 and it was not until end of March when they send an "outside" person to assess who stated that it has a small electrical wire that cause the system to run continuously resulting in the high bills. I request that they paid the bill and replace the unit. They refused and I called the Better Business Bureau resulting the Sears representative Angela ** to call. She prolonged the process and each week asking meet to provide bills and more information until the 1 year warranty ended.

I emailed and faxed all the bills and the previous owner's bills. I asked her to provide a resolution and cc'd the Better Business representative. Ms. ** left a message and sent a letter that because I called the Better Business Bureau and that she was trying to work with me but her supervisor was asking for more information (I provided a year worth of bills from the previous owns), she is not responsible for the high heat bills. Ms. ** who I have submitted the bills to the previous owners running from $160-$188 showing that even with a old system their bills were not running as high as my bills. I also provided a letter from the Baltimore and Gas company showing that I am not overusing the system and that the house is properly insulated.

I was running my heat at 67 degrees in the coldest season yet, my bill continue to increase. The system was continuously running and finally after sending three different persons, one individual came said that it was a faulty electrical issues that cause the system to continuously running and that he has fixed it. Now for the summer season, I have not turned on my AC as an attempt to decrease my bill.

From the last conversation from Ms. **, she said because I called the Better Business Bureau, the problem has been resolved and that there is nothing else they are going to do about it. I still have a high $1200 bill and have made major payment as an attempt to bring the bill down. Sears is responsible to pay off the bill because they have installed the system properly and I am asking for reimbursement of the money I paid for the system. The cost was $6700 plus the payment of my heating bills. The Heat/AC they sold me was a faulty system

2nd Appointment: The same guys who came the previous week arrived 30 mins late, outside the scheduled delivery time. The driver said he had a work order to "inspect" the refrigerator. I told him, "no, we needed to have the fridge moved upstairs to the kitchen, installed, and the old refrigerator hauled away. That's what we paid for." He should know this, especially since he was here last week! He looked at the notes and said, "No, we can't do this. It would take an hour and I only have a 15 min window to check your refrigerator. You will have to reschedule." WHAT??

I asked him to at least take a look at the shut off valve and see if it was acceptable, he said "yes" it was acceptable. I angrily called customer service and demanded to have someone install my refrigerator that day. I was still on the phone, the driver left, the "manager" who I was speaking to on the phone got a hold of the driver and asked him why he didn't install the refrigerator, and he said it was because we had the wrong valve. That was a LIE, because I had him look at it and he said it was fine. He obviously didn't want to do the job, once he found out he would have to bring the refrigerator in and the other one out. I told the manager I wanted to return the refrigerator, and she apologized, and offered me a gift card if I would please reschedule. I was a chump, and did what she said. 1.5 HOURS ON THE PHONE. Meanwhile my old refrigerator is leaking this whole time and Sears knows about it.

3rd Appointment: The following Tuesday, I had an installation appointment from 12:15-2:15. The driver (a different one, I requested that the other guys not come back) called 30 mins prior to delivery time to confirm my appointment to "check my refrigerator." I said, "NO! you need to bring my refrigerator in from the garage, install it, and haul the old one away." Once again, I was given the excuse that he didn't have enough time to do the job, and that I would have to reschedule. UNBELIEVABLE. I called a manager on the customer service number and told them I wanted to return the refrigerator. It has been 3 WEEKS since I ordered it, they already came out 3 TIMES and it's still not installed, my old fridge is LEAKING, and I am not getting anywhere.

They told me that they would have the driver come back out and install it. Long story short, that wasn't possible. She then proceeded to tell me that it would take 4 men to get my refrigerator up a half flight of stairs to my kitchen (split level). LIES. She asked me to reschedule a FOURTH TIME. ARE YOU KIDDING ME?????? I said "no, I want my money back." They are supposed to pick this fridge up and return it on the 20th, if not, I am going straight to my credit card company and filing a dispute. Another hour on the phone. 3 Days off work. NO REFRIGERATOR. THIS CAN HAPPEN TO YOU!!

I will never purchase another appliance from SEARS and I will let everyone I know what a nightmare this has been. God willing, they pick up the damn thing and give me my money back, but I won't know for sure until the "appointment" next week. UGH.

Well first of all that's creepy and unprofessional. So we decided to give it a whirl and well no one showed up so we called the delivery truck and they hung up on us. We were very disrespected and we got online and called every number, of course they are closed so we tried the live chat... Needless to say we got total refund of order and will never ever shop or order from sears again.

I was told the repairman would be at my home between 8-12 (apparently Sears does not respect the fact that some of us work for a living!). At 1:00 there was no sign of the serviceman. When I tried to call the service line, I was hung up on 3 times (probably accidentally cut off, but maybe not) and no one could tell me when the repairman would arrive. Perhaps Sears has not heard of an invention called the cell phone. When the service person finally arrived, he said everything was fine. I put on a very wordy movie and asked him to repeat the dialogue. He could not and decided to order new speakers. Now it is another 2 weeks before I will see him again after the new speakers arrive. Unacceptable!

When it came time to pay for the inspection he told me the cost was $129.00 for unit one and $89.00 for unit two. I said I thought the cost was only $49.99 per unit. He said: "Oh, they (SEAR schedulers) make that mistake all the time telling the customers the cost is only $49.99 per unit. What they MEANT TO SAY was it costs $49.99 for the technician to walk into your home and that $49.99 can then be applied to the cost if a repair is needed." I complained but paid the technician via credit card and now have a call into SEARS management asking for a refund. This is not fair advertising. Other companies in our region are in fact doing these inspections for $49.99 per unit. I felt like this was a "bait and switch" on the part of SEARS. Customers beware!

After 2 weeks I got told that they sent a message to their dispatch centre but that somebody was away sick so things were backed up. I said, "Not my problem and that I paid for a contract that you were not fulfilling." After many days of telling them that their service stinks and that I was sick of all their lies and to quit lying to the clients.... it is now the 4th of July 2014 and to date my machine is still not fixed and nobody has been out to see it. I also did the diagnostic on my machine and have had a friend in the business to confirm what the problem is. I let them know this as well and the part that I need.

Got told couldn't do that, that the technician needs to come out and evaluate. At which point I indicated that I was not prepared to wait another 3 weeks for the part to come in. I asked for compensation for having to take my 5 loads of laundry out every week and got told they do not do compensation. So far I'm out at least $100. They do not care at all..... They need to be held accountable. They say all calls are recorded for training purposes, well I would love somebody to listen to all the calls and yelling I have made in this last month and listen to all the lies that I have been told. I have told them this as well........ "SEARS USED TO BE MY STORE OF CHOICE. NOW I WILL NEVER SET FOOT IN A SEARS STORE AGAIN AND I AM TELLING EVERYONE THAT I KNOW THE STORY."

My husband and I bought an air conditioner in 2012 that has only been used twice, due to it is a seasonal item and not used a lot during the year. When we tried to use the AC unit this summer it leaked water over my entire living room carpet and required us to professionally shampoo our entire carpet to remove the smell. I called and talked to two sales associates in the small appliance department in the Federal Way, WA Sears and they said no problem you should definitely be able to exchange the unit for something that is the same price but that I needed to call the sears customer service hotline to receive a code. Once I had that code I could then exchange the unit. When I called customer service line I was told that the only service I could be provided was for a repairman to come out and that would be a minimum of $109 just for the consult. The entire unit cost $267. I was told that I could not replace the unit for one that worked properly.

I am so disappointed in the customer service I have received when I have spent thousands of dollars at Sears and been a loyal customer. Honestly I am so appalled at the poor level of customer service I have received that I will no longer be purchasing any more products from Sears, which is unfortunate because I am moving into a new house and need appliances. All my purchases can be looked up, tracked and it can be seen I have been a loyal customer for a very long time. To not exchange a defective product is shocking.

I wasn't asking for money back and I still have the packaging and receipt for the AC unit, I was just asking for the same price product that works. I do not appreciate being treated like I am trying to scam your company when all I am asking for is a product that actually works and is what I have paid for. I wanted to send this letter to inform you of the service that is being provided and that unfortunately this experience has affected my husband and I so negatively we will no longer be shopping at Sears. Then they call and offer me 10% off up to a $100, (TEN DOLLARS)! What a joke. Why would I continue to shop at SEARS when they can't even take care of their customers.

I also had him check the dishwasher handle which had broken 2 days earlier and told him I needed that repaired also. He ordered both parts. and I paid him $475.09 upfront mind you to get this resolved. UPS delivered the parts the following week and the same tech came back to install the repair parts. He installed the cooktop ONLY. When asked after he asked for the balance due $76.00 he stated that would be another tech and another service call to be scheduled by me for a date in the future. FRUSTRATED with lack on service and lack of communication (had I known at time of order these parts it would take two separate tech to install a cooktop and dishwasher handle, I would've scheduled accordingly for such nonsense). Now I'm waiting yet again for a dishwasher tech to come out 2 days later to install a handle between 1-5 p on Saturday 7-5-14. While standing in my kitchen, the cooktop tech stated that I might be interested in purchasing a maintenance plan for $50+ a month to cover future problems. That is very poor service indeed. I bought these appliances from Sears and now I won't buy ANYTHING else from Sears.

My retort was NO!! "I would have been happier if the person who came out to my home not, who wasted my time on two occasions and caused me to lose a day's pay, had done their job properly and given me the correct information". He then tells me that they can work with me on getting the proper unit installed, but the minimum estimate would more than double ($12,000). Disgusted I demanded that the Regional person contact me, his name Mike **. What a waste of time and breath that conversation was. Again blah, blah, blah mistakes happen, it is really not our fault, we didn't charge you. What angered me further was the fact that he stated, "Well Bill is not an AC expert installer." My response was "Then why do you send him out to give estimated on something he clearly knows little to nothing about?"

I was then told that I should have received a pre-inspection, which of course I assured Mr. **, never happened. Again he brushed it off with a smug, "Well if you are not will to pay more money for the correct unit there is really nothing more we can do for you." Imagine. Basically Sears and/or their management take no responsibility for wasting the time of others. They take no responsibility for their errors and do little to convey even the slightest of apologies. Additionally, they (meaning management) have no plans in place to rectify their issues. It is a disgrace!

I've been waiting 5 weeks to get a dishwasher motor replaced but the serviceman is a no-show, no-call. This is not service! I'd rather pay someone who will not make me block out 8 hours to wait on him and then not call or show up.

I have never been so frustrated with a company and their "customer service". I wouldn't even call their customer service a service. I am due to move out of my house in a week and failed my CO inspection due to the tech not installing the proper devices to ensure our new unit complies with codes. If selling a home wasn't stressful enough, now we have to deal with a failed inspection. I wish this company would go out of business so no one has to deal with this incompetence!

This latest time, they decided I needed a new water pump stating "something burned it out". They couldn't give me an example of what that could possibly be, as I pre-wash all of the dishes. They had to order a part. I paid ahead for everything, and as they were late to arrive to the repair appt, I had to race to work. Found out when I came home, they had not given me the 20% discount that their own website had offered on repairs. The coupon was still sitting on the counter. I called immediately and was told the credit would be to my card in 24 hrs. If not, to call them back. Of course, it was not there.

I called back. This time I could not understand the lady and asked her to repeat herself. She hung up on me. 2nd time, another heavily accented guy said he could give me a sears gift card only, or I could be interviewed by the manager to decide if I would get the 20%. I feel like screaming. What? They have given me the runaround. Now I have to wait around for an email to see if I can get my 20%. Plus the guy said maybe I would get a call or an email in 48 or 72 hrs. Yeah right. I guess I call my credit card company to dispute charges and rate sears as a scam. Will NEVER work with them again!

I don't know any where you can get two panels windows and a slider for two thousand dollars. The print out we received is charging her almost six thousand for it. So we contacted Mr. ** who was very rude and was persistent in saying he was not going to help with this matter and there is nothing we could do about it because that is the way they are suppose to be put in. So we called in another company who said that the company didn't put in matching windows and slider and that was the reason for the problem. We then tried contacting the Sears customer complaint departments for the first time who then contacted Mr. ** and sided with him in the matter saying they were not going to help even though they didn't even sent anyone to look at the problem.

We tried calling customer complaints again and they sent a man from a different office who took a bunch of measurements and commented on how uneven everything was. Then we haven't heard anything from them in several months. I try calling them and my agent is never in and the other agent says we will have to deal the Sacramento office who scammed her in the first place. I even went as far as to try to calling the corporate office headquarters and asking for ** and of course the receptionist is rude and not helpful. She switches me to a line that goes straight to machine with no attached name.

They have pushed my friend off so long now that her account has went into default and they have attached over two thousand dollars in interest alone. I am heartbroken to see a corporation take advantage of an elderly person in this manner. I hate to see that this is what Sears company has become. I truly hope someone will be able to help fix the situation. She doesn't want her money back. She just wants someone to fix the windows. She still has faith that the company will make it right. Although I am not optimistic seeing as it has been over two years already and not one decent person has been willing to help.

I contact customer care today (June 17) and indicated that I had not received my refund and that at this point not to do anything as the delay will put me too far back. The customer service individual asked if I could wait while they looked into it, to which I said that would be fine. As I am waiting 3 minutes, I get an email message saying that the entire order, even the refrigerator which I was waiting for, has been cancelled, then the line goes dead with customer care. I proceed to call the 800 number to which I am told, that which I already know, that my "order has been cancelled" and there is nothing they can do. Oh wait they can place a new order for the entire amount again and have me wait another 30 days - all the while holding funds of the first order for now 20 plus days plus the obligatory 3-5 days. Perfect. This is exactly what everybody want - First time "shame on you," second time..."shame on me". Absolutely the worst service ever. Need appliances, go anywhere but Sears.

I am so frustrated with Sears and the run around I've had from day one. I also had a terrible experience with the delivery. I am regretting not going with the local company and I will never make the mistake again and buy from Sears. It's no wonder your company is going down hill. I posted on facebook about my experience and so many people say this is the reason why they don't buy from Sears anymore. I wish you would stand by your product and have better customer service. Now I have a freezer full of food that can not be used. Thanks, Sears for a wonderful experience. I know I'm just one person, but I will make sure if I know someone who is wanting to buy from your company to tell them NOT to! It's funny when I was shopping for appliances, my gut was telling me not to buy from you. I should have listened to my instincts.

Your agents seem, it appears, to cover each other very well when trouble's brewing. I say this because every time I called back to find a supervisor, no one, absolutely no one would give me a supervisor to contact even though I mentioned the reason. Despite my efforts in trying to find a resolve, and to voice my concerns, I was stone walled over and over, which is why I was left with the only option of mailing two copies of my letter, one to the address I had from years ago, and to the CEO, as your representative, **, arrogantly suggested. I even had to go as far as contacting the extension, ext. **, with representative, **, and representative, **, I had from a previous case from over four years ago. But to this date, received no reply from either rep. I expected them, like any one of authority, to pass on the message and/or reply to the customer's satisfactory. However, nothing happened. Not even a courtesy, nor a follow-up call.

So, your agents/reps/sup/Blue Ribbon Dept. give a definite impression that they are in the business over covering for each other, and also give the impression that they are very uninterested in resolving customer concerns on any level. The response is poor and crappy. It's insulting how your "Blue Ribbon" Department has made me, a paying customer, jump through so many hoops. I'd love to hear your response, but honestly, I'm afraid to even ask nor, at this point, care very much.

What kind of service is this?! I wish I had looked at reviews of Sears Kenmore air conditioner units. Lots of unhappy customers. What happened to you Sears? You sell junk now and your service is terrible. $850.00 plus missed day of work, and this is only 2 years old! Unbelievable, the technician just called and said the part is still en route and we are going to have to reschedule. They don't even have the part and still kept the appt. and give me the runaround about technician is on his way! What kind of operation is this?! People, don't get stuck with Sears' lousy products and even lousier service. I am beyond, I don't even have a word to describe how I feel. Stay away from Sears, far away.

At this point, my unit has lost over 21 pounds of Freon. My unit only hold 6.4 pounds! (Definitely against EPA regulations!) I work in the industry and know how things should be done properly. Today I was scheduled for my 6th appointment (it is going to be 90 outside today) and they do not know when my part is or when my appointment is?!?!?! By the way, this was in the Hampton Roads area of Virginia.

Here's the kicker: my agreement says I was covered for food spoilage. As soon as I submitted a claim, they said no: policy changed. Sent me a revised agreement after the fact. Claim was submitted on line. All documents dated. And I had to send them a FAX (which they say they didn't get) and 2 certified mails "receipt requested" to even get anyone to help! If not for the certified mail, my May 24 appointment would have been June 4. I have documentation of all of this.

May 31st - Gas Dryer Delivery and Haul Away.

Supposed to be free delivery for Gas Dryer with this week's special, due to a weekend delivery, there would be an extra charge. That would be understandable. And I needed to take one and half days off from work for other delivery/haul away.

May 29th no body contacted me regarding the haul away. So I made several calls. Around 6pm, I was finally informed no haul away was scheduled. Installation people contractor will bring my new one and take away the old. May 30th, first by Sears, and the day before confirmation, I was told delivery time would be between 1-5 pm. And the installation people came several minutes before 1pm and left. I was requested to re-schedule this appointment. Gas Dryer delivery and haul away were schedule and done smoothly.

Regarding the dishwasher I had to make several phone calls to customer service. Until I talked to the last couple of people, nobody showed any sincere apologies to understand my frustration or provide serve as a customer service, they sounded like they were reading the script of some kind. Addition to that they were not willing to listen. I had to repeat my requested re-delivery date over five times. And I think the phone calls were transferred to out of this country. I am not complaining about who they were but I am concerning the quality. This is a serious training issue. They need customer service training.

My complain case was assigned to a case manager. He gave me calls several times and I was informed that he arranged a new delivery date - June 7th. On June 6th, as the case manager explained to me to expect a call to inform two hours delivery time window, I waited for a phone call. Little after 9pm, as I hadn't received any calls from Sears, I called the number 800-732-7747. Spending over 20 minutes, I was given the time "afternoon." This, I wouldn't consider what I expected "first thing in the morning, otherwise I would like to cancel" nor two hour time frame.

First associate gave me a toll free number, installation service, 800-497-4400 and hang up my call. This given number was disconnected. (I consider this is a nice getaway try as a corporation! Good job!) I needed to call delivery toll free number again. I was informed the previous information is incorrect and given another toll free number, but the customer service is already closed.

If I were a case manager for a customer who experienced a big problem, I would follow up. If she/he expects a delivery, I would follow up with the person the day before. He may be overloaded with lots of complains, but there should be better service. Spending so much time of mine on the phone, I will never recommend Sears to anyone anymore.

Today, another repairman arrived to install the compressor, but again it would not fit even though, it is the LG approved part. According to the Sears Protection Agreement, if they cannot repair the appliance, the Agreement will pay $500 toward a new appliance. I paid $280 for the Agreement. Unfortunately, now they want to research why the part will not fit and that will take an additional 3 to 4 days. Then, if there is not another compressor part, they will apply the $500. But no one can tell me exactly how long that will take. In the meantime, I have been without a refrigerator since the beginning of May and today is 5/31.

Here's my recommendation to anyone reading this: 1. Do not buy an LG refrigerator. 2. Do not buy a Sears Protection Agreement because it only protects them.

After looking over the cabinets they both said the cabinets were different types of wood. We also pointed out that they didn't fit, either the measurements were taken wrong, or the cabinets were built wrong. Also the oven cabinet was supposed to have 3 drawers, it only had 2. They said it would be no problem they would order new cabinets and a few doors, but they wanted to continue the installation and swap out the new pieces when they came in. We told them that would be OK because we wanted to have our kitchen back ASAP.

My wife told them as soon as the job was complete she would pay the remainder of the contract in full. They said great, they would be out the next day to work on the cabinets. Well, Apr 16,2014 came, but they didn't. I received a call from Ernie **, Sears Home Improvement Area General Manager, who essentially told me that we had signed a Natural Wood Disclaimer; that they were never going to be able to satisfy us; that he was going to dissolve the contract; and that we should find another contractor to finish the job. I told him we would not sign to dissolve the contract, if he wanted to, that was up to him.

I also told him the contract was in my wife's name, that he would have to call back later that evening and explain to her. He did and told her the same things he told me and that he would mail her the paperwork to dissolve the contract the next day. My wife tried to talk to him to explain why we were dissatisfied, that we were customers and he should come see what we were talking about. He didn't listen, he hung up on her. He did not mail us any paperwork to dissolve the contract, only the disclaimer and pictures of our old cabinets.

For the next six days we tried calling him back but he didn't answer. We left messages and he didn't answer them. We called Betty and left messages, but she also didn't answer. On Apr 22,2014 I e-mailed Ernie with our concerns and told him to reply by Apr 29,2014. He replied April 29,2014 at 6:23 pm, trying to switch the blame to us for stopping the work, when his people said they were ready to continue and we agreed. He breached Sears' contract by telling us we would need to pay the contract in full, then they would be "happy" to finish the project. That is the last we have heard from him; he hasn't been to our home. It's now May 29,2014 and we still are without a usable kitchen. After all they've put us through, we can't trust Sears to come back and finish the job.

My husband called them and the Littleton store. They promised a call from Sears and a delivery 5 days later. They also promised an email saying that we would be getting $100 back. We received no emails (after giving him 2 different email addresses) and no phone call. We called Sears Customer Service AGAIN, and they said that their system crashed and could not help us. We called the Littleton store and asked for them to deal with it. They called us back, and said that Corporate had messed up. Still no delivery day. Then one day before it was supposed to be delivered, I get an email that it will be delivered 5 days later to the WRONG ADDRESS. We were never asked if we would be available day (which we won't).

We have already wasted around SIX HOURS on trying to get our dishwasher. We have finally given up and re-installed our old one. I have purchased multiple appliances from Sears in the past 10 years, but never again. I understand that mistakes are made, but we have been totally disrespected and lied to. What a total waste of time and energy. Sears does NOT care about its customers. I won't be setting foot in a Sears store again unless they somehow rectify this situation.

There also was one of your associates standing around not doing anything. He was a white male, looked to be in his late twenties or early thirties. I noticed him because I have been there before and walked around the appliance section and he would never acknowledge me. He also has Tattoos up and down his arms, with a T-type shirt on. The guy looks like he should be working in the stock room, and no way the sales floor.

Anyway after close to an hour waiting for someone to help me while this guy paraded around like his family owned the place, I finally got some help. She didn't have a lot of answers to my questions. But she was honest and she appeared to be very kind. What really pissed me off is when I asked the woman helping me a question, the guy that refused to help me shouted out answers to my questions, like he was a big know it all.

What really put the icing on the cake is when other people would walk in the store. This big know it all guy that wouldn't assist me asked all of the white people if they needed anything. I stood in the appliance section next to the washer I purchased for close to one hour and he never even said good afternoon to me. Would I should have done was took my business elsewhere, and should not have spent my hard earned dollars at a place that does not respect me. This was my SEARS experience in your Bradley Store. I'm going to try my best not to shop there ever again.