Sears Reviews

Obviously, that was the last remaining one and it is the end of the season, so now I am out of luck. I felt they should offer me the same upgrade lime boat at a discount to compensate for their mistake and the fact that I cannot get another one until next year. They refused. I spoke with several supervisors. One said he would try and locate another one and call me back, but he didn't. I feel that the Sears corporation does not follow best practices and does not put customer satisfaction first. Coupling with Kmart should have made their reality better rather than worse.

I contacted Sears customer service and after telling me that the range was already delivered on the first delivery date, Sears customer service finally conceded and rescheduled the delivery date for the range. Back to the refrigerator… The next day, after monitoring all night, the refrigerator was still hot and I contacted Sears. Customer service informed me that I had to go through the process of trying to make it work before they can replace or refund. I had to contact their repair department and they instructed me to unplug then plug the fridge back in and wait for another 24 hours. Refrigerator still hot, food spoiled.

I contacted Sears and asked for replacement and had to tell my story multiple times to the multiple agents before giving up and asking for my old refrigerator back and a refund. Of course, that did not happen. On July 24, I finally spoke with a man who called himself Benjamin and the manager of the Sears customer department (when I asked to speak to a supervisor) and he informed me that that the earliest day he could pick up the refrigerator was August 1st. He also said that he processed my refund. Frustrated, I contacted the delivery company directly and they were gracious enough to pick up the refrigerator the next day.

I requested a refund for the range the same day on July 24 and had to prove that I made the purchase, then I had to prove that I did not take delivery of the item before I could get my refund. Believe me, I have the emails to prove. After their research, Sears finally acknowledged that I did indeed pay for the range, did not receive the range, and that they owed me money. The money was returned to my account within their 7-10 business days.

Back to the refrigerator… I requested the refund for the refrigerator the same day as the range on July 24, and now on August 8 I noticed that the money for the fridge never made it to my credit card account. I contacted Sears and their customer service said that they had no record of my returning the refrigerator. It took every bit of composure to manage my interaction with Sears customer service. I needed once again to prove to them that they had my money and I did not have the merchandise.

My request was elevated to be researched and I received an email from Sears telling me that "unfortunately" they have no record of my returning the refrigerator and they could not refund my $869 unless I could provide proof. I had to provide the date or something in order to get my money. Well, since the company that picked up the refrigerator would not give my son a copy of the p/u order that he had to sign, I had to once again do Sears' job and track down proof so I could get my money.

I contacted the delivery company and they informed me that they have the p/u on record and notified Sears. I now need to contact Sears customer service with the date of p/u and tell them to contact their delivery service for confirmation before I could get my refund. I followed orders and contacted Sears with this new information. Now here is the final are you kidding me moment… The new customer service agent (every time you call it's a new person and no one documents the record to make the connection), begins our conversation telling me that I took delivery of the refrigerator on July 7. This was the first scheduled delivery date.

Completely flustered, I interrupted her by saying excuse me multiple times, and finally had to make some hand claps to get her attention. I told her my story (just where we were in the process for that day) so that I didn't have to respond to the questions that all of the 20 plus agents I talked to in the last month asked me. She finally followed up with contacting the delivery service while I was on the line, confirmed that my refrigerator was returned, and finally processed my refund which will take 5-7 business days.

This process (dealing with so many people) left me feeling that there was no recourse. Nothing I could do. I did not matter that I lost hundreds of dollars of food, or that my dinner party plans were aborted. There was no one person at Sears to care. The process just ended and I purchased my appliances from another company. Finally kicker, I got a link from Sears yesterday 8/8 to give feedback on my interaction with their customer service agent. Now, the individual customer service agents are doing their jobs. I really don't fault them at all. I am concerned that the feedback process in manipulative and will give Sears good reviews when their system is broken. I figured this review would be more useful. Whew! If I did not have this experience, not sure I would have believed it.

He suggested I drive around to the other side of the store, so I went back out to my car and did that. He did not offer to help me with the door as he watched me struggle to get outside. The second door I went in was as inaccessible and awkward as the first. It took me less time to find a clerk, but he informed me shower curtains were really more towards the back of the store And the walk would be extensive. He wasn't aware of parking that would put me any closer, didn't offer to go get me a shower curtain. Really clearly obviously didn't give a damn about my predicament and didn't even attempt to help me with the doors as he saw me struggling to get back out. Needless to say I will not go back and attempt another shopping trip at Sears.

About a week later we got the call that her bike was in and we drove across town once again to go pick it up. We walk into where it says pickup. There is nobody there to explain what to do. I noticed waiting chairs on the wall and then I noticed the little sign that says the directions to alert the associate that we are there. We have to scan in the receipt or type in information. So we do and our name goes up on the queue on the monitor up above. After about 3 minutes the man comes out with her bicycle. I said hello and he just scanned our receipt and walked away through the double doors. I wasn't sure if I was supposed to leave or wait for another "receipt received" paper. He didn't come back but I noticed that this bicycle had the same issues as the one of the floor so I walked to the cashier.

He contacted another associate and that associate took me to the bike area. He tightened the handle bars and the seat. But the brakes were not right and he said that they do not do brakes and if they tried it would make them worse and said I had to take the bike to a pro bike shop. He said it would cost $5-6 and they can get the brakes working properly. I thought, how am I supposed to take this brand new bike to a pro shop? But my daughter was excited and really wanted her new bike. She had been waiting a week already. So I loaded the bike (no offer of them to help) and I went to one of the bike shops the Sears Associate suggested.

At the pro bike shop, the man laughed. I was embarrassed. He said it is a good thing I didn't let my daughter ride this bike. He placed the front well between his knees and with little effort he moved the handlebars and the tire went one direction and the handlebars another. There were several issues with this brand new bike that could have caused serious injury to my little girl.

I noticed that all the bikes at the Sears location are in the same condition. It will cost $50 and my daughter has to wait another 4 days to get her bike. I did call customer service. They were polite but kept asking if I wanted to return the bike. I said no, I just want them to pay the $50 so we can ensure the safety. After a couple calls, they agreed to pay us the cost of having the shop fix the bike. Each customer service person was nice but this should not happen. What if my daughter got hurt? Sears needs to either not sell bikes or ensure they are assembled properly!

I called Sears on Wednesday after waiting fruitlessly for the assembly crew and was told that the delivery crew should have installed the equipment. Plus, they had not scheduled any installation in their computer system for that Wednesday. The installation was again rescheduled for Friday, August 7, with a delivery window of between 11 and 1:45. I called Sears on the morning of Friday and was assured that the installation was a go. Then at 2:45 pm local time, I called Sears and after more than two hours of frustration was able to speak to a supervisor who informed me that I was again not on their manifest, that is, one more day down the toilet. I am supposed to wait for yet another delivery date and time.

I regret ever setting foot at Sears. I have made upwards of no less than twenty calls about this matter and it is not a pleasant experience that anyone would want to go through. Sears' telephone customer service is appalling; whatever they tell you seems like another expensive joke. I do not believe any word Sears tells me because it appears that they are a mendacious lot. They only care about making a sale and the customer comes last. If anyone needs to buy any merchandise that one cannot carry home, my advice will be to really shop at another store!

Here is the problem. I called Sears repair every time the stove shut off. Twice I was told they could find nothing wrong so no parts were replaced. Twice an outside contractor, Wiz Electronics came and replaced parts but Sears has no record of the repair. Now, today, a repairman came and replaced the touch pad. The new touch pad did not work. When the repairman called his supervisor this, he was told to put the old one which was damaged back in the stove. I told the repairman that this is the second attempt at replacing the touch pad and surprise surprise, the repairman who tried unsuccessfully to install a new one did not record it in the computer.

Sears bases all decisions on whether or not to replace defective appliances based on what is entered in the service record. However this system is flawed. Sometimes repairmen do not enter the correct information into to the computer and as in my case, if an outside contractor makes the repair no record is made at all. My advice is not to buy protection plans from Sears. They do not stand behind their products and do not honor their end of the agreement.

So we call the corporate office to try to get something figured out for a sooner delivery or a mattress comparable to what we bought and they told us they can just refund our money and we can go buy something from one of their stores (yeah right) or wait until next week. I asked to speak to someone higher than her and she said there is no one. I really would hate to know if I owned a company that she would be the last person they had to deal with. I have worked in retail most of my life. SEARS by far has the worst customer service!!! Now I can see why their company rating is a 1.8. We will never buy another thing from them and I would suggest no one else to either!!! Read their customer reviews first because we didn't.

The salesperson that I worked with was great, but it was astonishing to see how the "customer service" people treated their own colleagues. She had to call the 800 number to try and get us scheduled same day for either service or a rental. We were eligible for a rental because of the $** that we paid for the extended warranty. We spent OVER TWO HOURS in the store and watched her get hung up on, transferred around excessively and put on hold for unnecessarily long periods of time (up to 40 minutes at a time!). Eventually the store worked out a temporary solution for us, but due to this experience I will NEVER AGAIN buy anything from Sears.

I received an automated call the day prior to the scheduled delivery, as promised, with a 3:15 - 5:15 window. I did NOT receive a call the following morning, as promised, to confirm the delivery. When 5:15 rolled around and nobody had arrived, I decided to see if I could find some update information online. After fumbling around on their site (very unfriendly), I went back to their email and hit "reschedule delivery" where I found an update that they were running late and gave a new estimated time of delivery. I wasn't happy as I had taken the day off from work to be home but at least I had some information.

As time went by, the estimated time just kept getting pushed back (similar to what the airlines do prior to canceling a flight) until, when at 9:00pm I checked again and saw that they were now saying it had been delivered. I immediately called and, after being passed to Shantel the delivery representative, was told they had been having mechanical issues with the truck all day and she had no idea why I hadn't been called.

The good news is that Shantel offered me a $50 gift card to Sears! And offered to reschedule my delivery for the next available date (August 11th... 8 days from now). That seemed to be the only option she was willing (or able) to offer. I less than politely declined and demanded my ordered be cancelled. I will NEVER buy from Sears again.

After looking for months at new ones and the cost they were for what I was looking for, I opted to have mine fixed regardless of the expense. I contacted a private repair service and in 10 minutes, after replacing the same igniter I now have an oven. I feel that Sears is operating under the concept of "get them to buy new" to earn more of our dollars. It only cost $65 for the new part. I then called Sears and explained the situation and requested my $75 back they charged me to send a repairman here that didn't fix my oven. They stated that I denied service, which was not true and that the fee paid would not be returned. I feel ripped off and will NEVER use Sears repair again. On that note be very careful with this service and I highly recommend use a private service instead.

The first service call did not fix the problem; neither did two more service calls for the same problem during the 1-year warranty period - the loud grinding noise kept re-occurring about twice a month. Near the end of the 1-year Agreement I called Sears to have a technician come out for a 4th time. I explained to the customer service rep that while there had been no grinding noise for about a month, past experience indicated that it would re-occur, and I wanted Sears to either fix the washer or to replace the machine (the Master Protection Agreement states that the product will be replaced if it cannot be fixed) before the Agreement expired in June 2015.

The rep told me to wait until the next time the grinding noise occurred before requesting service, even if that was after the 1-year Agreement expired, because (the rep said) Sears would still fix the washer at no additional cost since the problem had occurred and been reported during the warranty period. Silly me - I said OK! You can probably guess the rest. The loud grinding noise continued to occur after the Protection Agreement expired.

I called Sears on Aug 3, 2015, and carefully explained all of the above to a customer service rep, but was told that because the Agreement had expired Sears would neither replace the washer nor cover the cost of new repairs for this pre-existing problem. I asked to speak to a supervisor, and after explaining all of this again to the supervisor was told the same thing. I asked to speak to the supervisor's supervisor and was told I could go no higher. Clearly, SEARS MASTER PROTECTION AGREEMENT IS A SHAM.

Mind you, my dishwasher was NOT leaking or erring until the Sears tech serviced it. When I asked her how did she know over the phone that I needed this part she was pissed that I questioned her. She was rude, nasty. She yelled and me and when I asked to speak to a supervisor and of course she hung up on me. When I called back, "the supervisor" apologized and gave a date of August 15!!! I have to wait 2 weeks even though the Sears tech broke my dishwasher and now it is leaking into my basement, and I will have to call a plumber to alleviate a problem Sears caused!

The third time I asked to speak to a manager and was transferred to support tech which informed me that he was not the correct department. However he would get me to the correct department. The representative from Garage Support Department stopped me in the middle of explaining the issue that I am receiving to tell me that he can't support any of the AssureLink products and gave me another phone number to call on Monday as the AssureLink Support is not open on Sunday's. Instead we have chosen to uninstall the product and return it to our local Sears Store. Additionally, I will stop purchasing Sears products. I am deeply disappointed with how poor Sear's customer service has fallen.

3 days later I once again noticed the ice maker leaking and gave it a few days to see if maybe it was just condensation.. 2 days later (yesterday) I noticed freezer wasn't cold enough. I am pretty sure this was the problem from the beginning. Last night fridge also stopped working. So now I have no refrigerator at all and the earliest they can come and look at it is next Friday. I will NEVER purchase another appliance from Sears. I have been a loyal customer for over 30 years. I will tell everyone I know about this experience and I will hope they also refuse to deal with Sears. VERY very poor business practices!!!

We finally got someone here this week to patch the wall behind the stove and we were told that the electrical is wrong and needs to be fixed. When we call and leave messages, no return... Several emails to the higher up get no response. According to Stephanie "she is working on getting a licensed electrician". How long does that take... No calls from her at all. We are so disgusted. Kitchen was suppose to be done by June 24th and it is now August 1 with no end in sight. We have to have the electrical looked at. We are afraid of a fire as this is illegal. We cannot put up our tile because they haven't finished. Please help. We don't know where to go from here. Would never use Sears again. Thank you.

I know Sears is struggling, but I have always used your batteries. Seems like customer base has taken a back seat to profit. He did tell me to go to Bristol store, several miles away. I went to Sam's, bought a comparable battery for $104. Same 3 year replacement warranty, 25% more amperage. I probably won't buy another Diehard, but Sears doesn't really care. I am a 50+ year customer.

I called immediately and waited on hold for 17 minutes. After finally getting through a very rude little girl told me she would not send the tech back. I explained to her how he lived here in my town and I'm sure he didn't mean to not connect it correctly and to please send him back. Apparently something very funny was going on in her office because at this point she began to laugh and said to hold on. 15 minutes later she came back and said there was nothing she could do and the tech would be back in two weeks like I had scheduled. I said that was unacceptable and I wanted to talk to a supervisor. She said a supervisor would tell me the same thing, and hung up. I was furious!

I called back and after waiting another 14 minutes on hold. I explained to the man this time what was going on. He said dispatch would not send anyone out but an appointment was available on the 29th - a few days earlier than what was scheduled. I was then transferred to a supervisor. I have never in my life had to deal with someone as rude and condescending as that woman was. I explained to her that it wasn't about waiting on the parts to come in, the dishwasher works fine without them, the tech is what the problem was! She said there was nothing she could do.

I told her to then give me that appointment on the 29th so at least it was a few days sooner than what was scheduled. She said no because the parts may not be in... It's not about the parts, I insisted! I told her "Fine, send the tech out to fix what he broke on the 29th and then he could come out in the new parts in the scheduled day!" She scoffed at me and said I could not have two service appointments to myself, it didn't work that way... and hung up!

The parts came in well before the 29th. I called back and after sitting on hold I begged the rep to give me the date on the 29th... "Nope sorry, someone else got that spot, you will have to wait." So I waited. For two weeks I was stuck with a broken dishwasher doing hot steamy dishes by hand. Did I mention I have 5 little kids? Yes, that's a lot of work added to my already very busy days. Those dishes that I had loaded dropped water down into the bottom of the washer that cannot be drained because your tech left it unable to. It's been over 100 degrees here. Hot humid plastic tub of dirty dishwasher, are you getting a picture of the smell I'm dealing with???

So finally the day arrived. I received a confirmation, I called to check the status. All was a go. So I made arrangements for my kids to be picked up from camp by a friend and waited. TWO AND A HALF HOURS into my appointment time I received an automated call telling me, the customer, to call Sears to reschedule... Excuse me??? I called and of course sat on hold then finally got through. I was told the tech was sick and could not come. I refrained from blowing my mind right there and instead said "Absolutely unacceptable and get someone out here today!" The woman said she would leave dispatch a message and someone would call me. Two hours passed and nothing. I called back myself and was told "Sorry, nothing available. We can reschedule for NEXT Friday..."

So your tech came, he broke my dishwasher and I'm subjected to waiting three weeks for MAYBE someone to find the time to come out and fix it. Thank you Sears, thank you very much. I have bought two washing machines, a fridge, a dryer and a dishwasher from you. NEVER AGAIN. I have never ever been treated like this by a company in my life. I am appalled. I want my 65.00 service fee that I paid you to come out and break my machine back and I will be finding another company to come out TOMORROW to help me.

I received and automotive call on July 28, 2015 stating my appliances was going to be delivered to my house between 9-11 am July 29, 2015. I then called the person that is designing our template for the granite, and gave him the time because he needed to see the appliances so he could make the templates. He stated he would also be at my home around 10 to do the measurement. When myself and the granite person was waiting for your delivery staff to bring the appliances I received a call. The person wanted to know my name, of which I stated "Liz and who are you?" "I'm with Sears delivery I need to know your last name." I stated my last name. He then proceeded to tell me that my house was on too bad of a road for their delivery truck to get up. I stated I live on a Highway. He must be somewhere else; I was then transferred to the truck driver who was very rude.

He proceed to tell me his GPS has brought him to a road he can no longer dive on and he will not be delivering me my appliances and I will have to find another form of delivery of the appliances. I stated "you are on the wrong road. I live on a paved road that semi-trucks travel on daily, all you need to do is turn around and I will give you direction to my house." "NO" he stated. "I am not allowed to turn around and I will not make my other deliveries." I said "but what about my appliances, do I need to return them and go somewhere else that will deliver to my house?" He stated "you can do whatever you need to but we will not be delivering them to you!" I said "you will not deliverer the items today?" "That is correct." More words were exchanged as to his GPS and being late for his other deliveries, etc.

I got off the phone and told the Granite person that was helping what Sears said and he stated he would need to come back once I figured out the appliance situation. However he would need to still charge me 125.00 trip charges. He left and I called the delivery center and wanted to speak the a manager, and this person refused to let me talk with anyone but her. She also stated to due to my road the driver is unable to deliver my appliances and she would try to have a manager call me (however the manager still has not called me). I then called your store, where the salesperson tried to be helpful but she has no control of the delivery center.

I then called Sears' corporate office. This was just a ridiculous phone call. Oh that person also would not let me talk with a manager. Every person beside you and the store salesperson were very rude. Non-customer service had the attitude. "Well just return the appliances. We don't care." The I don't care attitude. I paid for the delivery and installation. After the delivery people were tossing and throwing my appliances, I stated "you will not be installing these today? And by the way my brand new refrigerator has a scratch." Then the delivery person said the comment, "This is Sears' issue not mine. I was just told to drop them off to you." And that is what he did; drop them off!

All together the cost of my day due to Sears delivery service is $125.00 for the Granite person to make another trip to my house. Paying a Contractor 250.00 to install what I paid Sears to do, but did not trust the people to fulfill this task with success. The total of $375.00 all because someone could not program a GPS correctly and I have to pay the price. I hope what happened to me doesn't have to happen to any more of your customer. Once the sale goes thru you, give Sears your money they don't care if your item come damage or you get them at all. Oh, and please don't call Sears for help. This is a waste of time. They train their corporate staff to be uncaring unhelpful and they won't call you back.

Even the process of returning their goods was a nightmare. On the first attempt they went to the wrong address for the pickup and that past their scheduled time at 10:30 PM! On the second attempt the pickup was cancelled without my knowledge. They did not inform me of the change and I had taken a day off work to be available. On the third attempt they finally picked up the stove on the 17-07-2015. I have still not received my refund yet and every time I call Sears, I am being given a different story. First that they had processed the refund on the 18th. After 5 days passed without any refund on my account I called again. This time the refund was processed on the 23rd. The latest call today I was informed that a cheque was issued on the 23rd. It is the 30th today but I still have not received a refund. I have opened up a case with the Ontario Consumer Protection agency to refund my money.

More than a month out. The parts are here as of July 29th, we called and the scheduled date of the 27th of August is all they will confirm. They need to get better or more repair techs if this is the best they can do. We have been without a washer for a month and are now being pushed to two months. These are high end machines. The wait is unsatisfactory. I am disheartened, unsatisfied, and just disgusted with Sears services. I will tell all my friends!!!

So far I have spent approximately $150 on dry ice. Call again at 4:55 and get same recording. Speak to person and she says the appointment is for NEXT Wednesday. Ask for supervisor who agrees to put me on a cancellation list. Calling independent repair shop tomorrow. I have stuck with Sears through all their problems. This may, however, be the end of the trail (we have had a Sears card since 1970).

When it got to the point of being ridiculous, I peeked behind the door nearby and saw my purchase just sitting there. So I took it and left. This shopping experience was disastrous on every level...no employee available to assist me; when forced to assist me, did so with a sullen attitude; then encountering another extremely rude employee that walked away rather than assist me by simply locating my purchase behind the door. I must add: I was the only customer on the floor and the only customer in Customer Pickup! Needless to say, I will never shop at Sears again.

I phoned the store and was told that they did have that stove in the store but the only way they would take my old stove would be if they delivered the new one. I said no because it would be too expensive to deliver to me and we had a truck and could get it ourselves. She asked what my address was and I told her. She asked me to hold a sec then she came back and said that if we came in the next day and ordered and paid for the stove they would deliver it the next day free of charge and take away my old stove. I said "great!" I would wait an extra day for that (our current stove had died so we had no stove at the moment.) The next day my husband and I went to Sears and met up with a very young man in the appliance department and I told him the model I wanted and the color and he said "we have that."

When I mentioned having it delivered the next day he said "no we don't do that." I told him everything the lady told me on the phone the day before and he said they only delivered to my area once a week and that wouldn't be until the end of the week and we would have to pay since I didn't have a Sears card and there would be a 15.00 charge for taking away the old stove. I was naturally upset and said "so your representative on the phone totally lied to me?" At that he told me that they had no ladies working at that store in that department and it was a phone service person getting their information from a computer and I should have made sure that they actually worked at the store. I told him I thought she did and there was no way for me to know any different.

At this time I said "well then we will just take a stove with us today since we have the truck and I want the stove since its ratings were so good with CR." He walked away, was gone only a couple of minutes came back and told me that they didn't have that stove in stock in the color I wanted, and to that I said "so she lied about that too?" In the meantime this barely out of his teens boy child kept referring to me as miss. I am clearly old enough to be his grandmother and I corrected him and told him to stop calling me miss but he needed to refer to me as Ma'am. He gave a look and I referred to him as little boy and at that he actually stepped toward me and yelled at me to never call him a little boy.

At that I turned to leave the store and I realized that I couldn't let him get away with that so I turned back and asked to speak to his manager. He said there was no manager for his department so I asked to speak to the store manager and he said he isn't here. To that I said "so you are saying you are in charge?!" About that time another employee who I had noticed walk by a couple of times came over and came between us and asked what was going on. I told him and he asked me to wait while he went to check on the availability of the stove and he waited while the young man apologized to losing his temper. After about a 10 minute wait the second man came back and said they did indeed have the stove I wanted and to pull around to the pickup area. We paid for the stove and left.

Had it not been for CR ratings I would never step into a Sears again but I will put up with those lying, rude money grubbing shysters to get the appliances I need. Can't wait for them to go under so a decent vendor can take over. One that appreciates their customers. Sears you should be ashamed of yourselves.

Late that night I check my email and date of service stated July 6. Upset I call right away. Talk to 2 persons included supervisor who explained to me that the previous guy just put a request note for Friday but schedule it Monday. The supervisor said she that he's gonna make a few phone call to reinforce the request then someone will call me in the morning whether they can come for the day or not - they will call me. And give me a voucher for $70. Which I don't care for. No one call and no one showed up on Friday.

On Monday the technician came after the assessment. He told me that my contract covered only $500 and I have to pay $300 cuz the parts is $800. Upset I called them in the presence of the technician. Now they if I had received the contract. I did not then they decided to send it at that time via email. I read it and I said that's a old fridge - I would rather buy a new fridge instead of paying $800 to fix it. Without saying all the details. The lady stated that I will get reimbursed 24 hrs after the technician close the service. Every thing completed.

The next day I call just to follow. That lady stated with a different story. Now I get upset and I gave the name of person I talked to and technician. Told them to confirm with them. This time they agreed to reimburse me. That was July 8th. Since then every time I call they give me different story and they put me on hold for the longest time up to 45 mins. Transfer me from department to department. Still today July 27 haven't received the money. The last person I talked to today was the worst. She became very defensive and won't allow me to finish my sentences - gave me all kind of excuses. They still don't send my money. And by the way on the day of July 6. After the technician left I call another company that came the same day to fix my fridge and it cost me $350. With a 6 month warranty.

He calls me, I call them and they go to the door and he had already left... within minutes... ughhh! My tenant calls him, he yells at her and refuses to come back. I call Sears to complain, their policy is to call PRIOR to arrival, and they could care less. They schedule another appt. for Saturday between 1-7pm. On Saturday afternoon I get an email saying my appt has been rescheduled for the following Wed!!! Now my tenant is in tears and my blood is boiling, and I spend 2 hours on the phone and I'm finally told the reason they weren't coming is because their part warehouse is closed on Saturdays... of course.

I spent hours on the phone today (Mon) with no resolution and have to wait for my appt. on Wednesday, if they don't reschedule. On previous repairs I have been lied to and paid for parts that were still under warranty. I know it's my fault I bought system that was too large and paid for parts that were still under warranty. At the time I trusted Sears and didn't think a company like Sears would lie. I will never buy another thing from Sears and I hope no one else goes through what I've gone through with Sears.

He then proceeded to take it upon himself and charge me a second deductible knowing Sears in the end would not replace a countertop microwave. So he convinced to accept the second deductible for the microwave making appear that Sears was going to have to replace the microwave. I called Sears to get the status of the microwave replacement and told me it was not covered. To sum it up... the tech separated the one deductible into two tickets, reeled me in, charged me the second deductible fully knowing it was not covered and that Sears would in the end deny my replacement.

Sooo this time a Sears customer service supervisor called me and said she would be personally handling my order from here and said there was supposed to be 2 on my order and she would take care of it for me. She also informed me I would be receiving a call on Sunday the 26th (which never happened) to confirm delivery. So I'll called in Monday July 27th to another supervisor telling me it was my mistake and they would not be sending me my other box spring unless I purchased another one. After I informed her of her employee assuring me of my order and another supervisor telling it would be handle, I was still met with total disrespect and not once did she apologize for the mistakes of her employee but insisted I was responsible for their mistake.

All this time by the way, I have been sleeping on the floor in hopes of finally sleeping in my new bed. But Sears has left a foul taste in my mouth and will never purchase anything that has to be delivered or has to go through their Indiana-run Customer Service. All they do is repeat the same line to you every time you in, "I understand". Well Sears understand this: stop being so damn cheap, sending American jobs overseas to people who can't relate, compute, or UNDERSTAND simple English.

When I told them I wished to be transferred to a Supervisor, which also took a long time, they still tried to help me even when I demanded to speak to a supervisor several times during the conversation. Also when calling in and even at the beginning of the call where I informed them as to the reason why I was calling, they respond back with the question as to WHAT WAS THE REASON FOR MY CALL, however, when calling in I initially informed them as to what I was calling in for. I'm shocked and disappointed as to how much time I lost while being on this call regarding an appointment I made as of 7/26/15 online, and by the level of customer service that I experienced while being on this call while trying to initiate service.

I'm writing this complaint today in order to let everyone know what has happened so that it doesn't happen to anyone else and in hopes of Sears improving on their ability in an effort to provide good customer service. Also to Sears, if you are reading this complaint right now, you might want to take the time to look at your processes and how you as a company conduct business with the general public. In several case studies I have read, a majority of your complaints center around your operations and customer service. If I were an Executive VP or even a Director of Operations, I would completely overhaul the Customer Service Department and examine the processes with respect to the Customer Service Department for Sears in order to ensure GOOD CUSTOMER SERVICE which will ensure positive bottom line with respect to financials. A good bottom line, begins with Good Customer Service. Thank You.

The other day, we had some random part delivered to our house. (It looks like the part that was already replaced the last time.) Also, if you have an extended warranty, they will make your appointment so much later than if you don't and will have to pay the service call fee. My husband scheduled an appointment online and if you click the box that says you have the extended warranty, it will push your appointment back at least 2 weeks. Shady! Did I mention we have also had an appointment that I took a day off of work for a service call and Sears called an hour before and said the technician got sick and had to go home! They scheduled me for a week later! I had no refrigerator or freezer! Nobody really seems to care! I can't tell you how many times they have been to our house.

Almost immediately after I hung up the phone, I received an email that my order had been canceled because the store could not fulfill my order. I called customer service again, speaking to a male this time. I explained the issue to him, and he called the store. He came back on the phone and said he spoke to the store manager (Jessica). He said Jessica told him that she had to cancel the order to make another transaction (not much sense). He said not to worry, that I was still going to receive a call on 7/15/15 between 6pm and 9pm to set a delivery time.

Needless to say, my order was never shipped/processed. After talking with customer service again on 7/16/15, I was assured that I would receive a refund and it (the refund) would be processed in 2-3 days. On 7/22/15 I still had not received a refund OR the washer and dryer I ordered. I emailed customer service again and was told that the transaction was refunded as cash; however I never received the cash, so I guess somebody made a nice little bonus. Here we are 7/26/2015 and I have yet to receive a refund. I highly recommend that anyone looking to buy appliances shop at Lowe's or Home Depot. It appears that I will have to go through the hassle of filing a lawsuit against these people to get my money back.

So 4 times in a 3 plus week period Sears could not fix my warranty covered 18 yr old air conditioner---warranty paid up until 2018 at premium prices for older machines. I am at my wits end. Sears appears to not want to replace a machine they can't fix--although this is what they claim they do in all of their ads. The temperature is in the 90's, I am a senior--what am I supposed to do?

When the part came, it was only the control panel and not the circuit board. At this point I figured the best solution was to just call Sears and have a tech come fix it. I scheduled a call and the tech came to my house. After looking at the oven, the tech said it was definitely the circuit board and not the control panel that was bad. She then advised that the circuit board was no longer available and I'd have to buy a new oven. She gave me an invoice for $90 for the service call, a Sears coupon for $50 off a new oven, and left. After this I thought surely someone must have a way to fix this board, as not everyone would be able to replace their oven. I looked online for the part and found there was actually a new board manufactured to replace the discontinued board. Good news! I clicked on the link and was taken to - of all places - Sears!

I tried to order the part, but got the message that this part must be ordered and installed by a Sears technician. This seemed strange, as it was the Sears tech who told me there was no replacement part, but I called Sears, explained the situation and was told they would order the part and come back to replace it. They also told me they would apply the first service call fee since the original tech made the error. We scheduled the service call 2 weeks out. A day or so before the scheduled call, Sears called and asked if I had received the part yet. I told them no, that I thought the technician was bringing it. They said no, it would be shipped directly to me and to call and reschedule when it arrived. Again, strange, but OK... I asked when it would ship and they said there was no way to tell, that was another department, but it was on order.

For the next several weeks I continued to call and ask if there was any tracking number or other way to know if/when the part was shipped. They continued to say no, that was the parts department and they couldn't access that information. I asked if I could speak to them and was told there was no way to call into that dept. After several weeks and numerous calls, I finally went back to the original place I had ordered the first part and they told me they could help solve the problem by giving me the direct number of the company they ordered the parts from. This person seemed to understand the craziness of the two parts of Sears not being able to communicate or help me ascertain if/when the part was shipped.

I called the company (Core Centric Solutions) and ordered the part. Once I received it, I called Sears service again to have someone come install it and was told I'd have to call another department to get the credit for the service call. I could go on about the next long series of calls, re-directs, etc., but the net of all this is that I finally just tried to get someone to bring a control panel and come install it with the new board. I was told they couldn't order the board until a tech came out to diagnose the problem! I explained that had already happened, but they replied "it was so long ago that didn't matter anymore". Additionally, they said their tech's notes said I had declined to have the problem fixed!! I said, ok and thought, at this point, I will just order the control panel again and install it. I asked to just get the $90 credit and move on. Response: "No sir, we won't refund the service charge because it's been more than 90 days."

Believe me, I did not have any control over how long this has taken! I also would not have chosen to be without an oven for 5 months! This last person I spoke to would not even let me try to explain. She was abrupt and said I "did not follow the proper protocol" when I ordered the part myself (I would still not have the part if I had not) and she would NOT put in a credit. I explained that I only ordered the part directly after weeks of communication with them telling me it was ordered but they couldn't say when it would ship. She said this was NO REFLECTION on their service department and I should not have broken their protocol.

I asked if there was someone in an executive position with whom I could file a complaint. I was given a generic email address: SHC@customerservice.sears.com and told, "Thank you for choosing Sears, Goodbye." The sarcasm in her voice almost dripped from the phone. It seemed she really enjoyed the control she had in this situation and the fact that I really had no recourse. I have waited five months trying to resolve this. I have spent hours on the phone. I did not get to the point of writing this without first doing everything in my power to work with Sears.

This is not an emotional response to a single incident. The Sears Customer Service and Repair process is badly broken and I have to believe, if the executives at Sears knew how terrible the customer experience is, they would be livid and take action to correct it. But I don't know how they can ever know, given the fact that their people seem unwilling to help. If I were a shareholder of their stock, I would also be concerned. A company that is this difficult to work with will undoubtedly spiral into financial ruin at some point. Please let me know if there is anything I can do to help get this message to Sears executives in charge of Customer Experience. Thank you.

It looked like it had been dropped a few times and pushed around on the floor. I have spoken with Sears customer service several times, and they refunded the cost of the fridge, but not the $246 dollars in shipping costs. I'm not sure why I should have to pay shipping on an item that was either not as described or terribly damaged during shipping. I have been told several times it is their "policy" to refund shipping costs, yet it has now been almost two weeks and no luck. I have also been told that I will be called back on several occasions and have never received a single phone call from anyone at Sears. The whole thing feels like a fraudulent transaction. I will never buy from Sears again, including a Sears storefront, and will tell my family and friends the same. This has been an absolutely HORRIBLE experience.

When I called to inquire about this and to find out the contractor who did this they switched me from department to department for 4 hours. When I asked to speak with a manager I was hung up on repetitively. This is not only dangerous and a fire hazard but it is illegal to "jimmy" fuse panels. I have emailed customer service with no response. This is the responsibility of Sears as they provided the contractor to install the hydro for the cooling unit. If you try to just remove the fuses sparks fly everywhere and an electrical fire can start. We had to shut all power to the house down to have them removed and both contractors said they have never seen anything like it and that we should sue Sears.

I am disgusted and will be contacting a lawyer/paralegal about a small claims suit as we have paid in full for a product that breaks down yearly and now find our home was damaged in the process of the installation and we have to replace the whole fuse panel because of what Sears did to it. My husband has severe breathing and heart problems and the heat is very bad for him and because of not being able to fork out cash for a new panel as Sears has ruined ours he is stuck in a small bedroom with a window air conditioner daily so he can breath instead of enjoying his home. As you can see by the pics this is not normal nor right and we do expect it to be corrected whether you are willing to replace our panel and get it up and running properly as it all should have been done when installed or we will start our small claims. The choice is yours. We have already reported this to the Better Business Bureau. This is so wrong.

I called Sears on May 22, 2015, being I still had time left on my warranty. Sears sent a technician over to diagnose the problem. Here is a factor to consider. The weather two days before the technician came had dramatically changed to much colder temps, highs were only in the 50's and lows were in the 30's compared to when I noticed the unit was not working properly when temps were near 90 during the day and 70's at night. The technician came in my home, I explained to him that the AC Unit was doing the same it did back in 2012 when it needed repairing. The technician wrote up an order, and said Sears will send a technician the following Saturday to fix or replace the unit being it was still under warranty. Sears never showed up. I had waited from 8 AM to 5 PM. I called Sears at 6 PM finally that day, they explained they were busy, which I understood, and we needed to reschedule.

I rescheduled, and Sears once again never showed up. This occurred 4 times, and now we are past the expiration date of my MPA Warranty. Now Sears says I am not covered if I need to fix or replace the unit. I can prove by witness, and by calendar from local weather reports, the weather the day the first scheduled technician came in May 2015, still under warranty, the temperature was only 53 degrees outside at 11:30 AM when he arrived, the overnight low was 38 degrees, of which my furnace had turned on being it was very cold out, a dramatic change in weather. If I had just a fan in my window, of course it would also blow cold air into the room and home.

So in my opinion, and by facts to prove, the technician was wrong. The AC unit is still not fixed, not working, and Sears refuses to come out, after 4 attempts I have scheduled with Sears, all of which are recorded by TWC phone messages and Email Sears had sent, stating a technician would come to my home to fix or repair my AC unit, and all of which states the product is under warranty. I have documented all email and phone exchanges with Sears to prove this. All I want is for Sears to honor the warranty when I originally called Sears in May 2015, which was still under warranty. The unit is broke, I cannot use it whatsoever, and I am in the middle towards the end of summer and Sears has yet to respond with a commitment to fixing my AC unit. (I cannot locate a receipt from 2010 at this time of sending this email, but I can order the original Master Plan Agreement - MPA with Sears if need be.)

The parts came in 3 days and I called to get a repair date sooner - they would not move the date. Now, today the 23rd they finally came out to fix the washer and what do you know - they got the wrong parts!!! By this time I was so mad I was ready to go to the nearest Sears store and tell every customer in there what happened and to buy from ANYONE BUT SEARS. We have canceled our Sears account and I will NEVER buy anything from that store again. I am ready to sit the washer on their doorstep and buy a new one from somewhere else.

Sears claimed that they had no record of this and could not even see how many times my ice maker was repaired. I cut my losses and still chose Sears for my central air. Installation was within one day. However each year, about the same time in July, it breaks down. This year, I made an appointment for Wednesday, July 22, 2015. I was offered 2 time slots on that day, which Destiny claimed was the first available date. I chose the 1-5 pm time slot. Destiny reviewed my email address and informed me that I would also receive a confirmation email in addition to her verbal confirmation and an automated call the day prior. I never received any email from Sears.

I worked half day without pay and rushed home to my scheduled service appointment. I arrived at 12:30 pm to find a telephone message that my appointment is confirmed for Thursday July 23, from 1-5 pm. I was outraged since I have very costly vacation plans for Thursday. I contact customer service and wait 20 minutes for a representative who argues with me that I was mistaken and made the appointment for Thursday. I asked her who changed the original appointment and she told me that she could not tell and that the original appointment was always for Thursday. I asked to speak to a supervisor and was told that they were busy taking other complaints. That in itself is a problem! There are so many complaints that one must wait over an hour!

I told the agent that I would hold. I held for 45 additional minutes and she would intermittently return to the phone to again inform me that all supervisors were busy. I asked her what would she recommend and she told me to just take Thursday's appointment since I probably would not get to speak to a supervisor. Unacceptable! I waited another 20 minutes and finally a Mrs ** answered my call. She stated that she was a supervisor and would call me back in ten minutes. Mrs ** did call me back in 10 minutes to confirm that she did see July 22nd as the original appointment but could not explain what happened. Mrs ** stated that she would have to investigate what agent made this error and could not give me a name. I asked her what will I get for their error? She offered me an $80 gift card for my inconvenience. If I were not persistent for an hour I would not even have gotten that!

I asked to speak to her supervisor and she told me in so many words that the 'buck" stopped with her and that I had to write this email to voice my displeasure. $80 does not compensate me for my half day of lost wages or my vacation travel. In addition, my pets and my elderly aunt had to be transported to Ct in this heat. I would hope that something more could be done. The air conditioner is fairly new and maybe a faulty unit was sold to me, (financed) and installed. It is only used two months out of the year. This is poor business.

Is Sears under new management the past 5-6 years? Service is terrible and the products are getting worse. What changed? I look forward to a reasonable and timely response to this inquisition and most importantly a more adequate compensation. The years that we paid for service contracts for the various appliances could afford us all new appliances with another franchise. - A disappointed 50 year customer.

Now the upholstery attachment leaked too, the brushes did not spin. They sent it to the other side of the country for repairs. About a MONTH later it was returned 'REPAIRED'. It is not good to be without a carpet cleaner as I have 13 grandchildren. Now it did not dispense any detergent and the upholstery attachment would not dispense anything. I took it back again, this time it did not take more than 2 weeks and it was back. NOTHING had been done. I took it back in. This time, they gave me a new machine. With the new machine I could purchase the 2 years extended warranty for $34. They no longer send units out for repairs, but instead you have a one-time replacement. Totally different. After 4 trips in for repairs, the unit was replaced.

Original Review: July 22, 2015

I purchased the carpet cleaner (Hoover Max Extract 77) from Sears for $301.69, and paid another $49.99 for the extended warranty, WHICH OVERLAPS THE MANUFACTURERS WARRANTY, and does not kick in after the original warranty expires. Live and learn on that one. Nearing the end of the SEARS warranty the holding tank for the detergent and clear water was leaking. I took it in and they exchanged the tank. Then I pulled out the cleaner to use it again and it was riddled with issues; leaking upholstery handle, brushes stopped spinning, 'heater' doesn't heat, leaking holding tank for detergent and water, and the part that holds the unit in upright position broke. This is why I buy the extended warranty on items.

I took the cleaner in again to the Sears store on the Guide Meridian St., Bellingham, WA. I was told that Sears might just replace the unit. I asked for a receipt for the unit, showing that I had dropped it off there. I was told that they did not provide receipts for repairs, but the sales associate did write on a card the model number of the unit and the words "warranty held by #224" on it. I called 2 weeks later, because I really need the carpet cleaner back. I live in Washington State. I was told that the unit had been shipped to Tennessee for repairs??? I asked if there were not ANY repair shops in the state of Washington, or Oregon, or California. (Idaho, Nevada...) NOPE. They had to send it to Tennessee. INSANE. I should get the unit back in a few weeks, maybe. If you live in Washington State, reconsider the thought of purchasing anything with an extra warranty from SEARS. You might also if you live in Oregon or California.

So I wait another week until the 20th, take more time off work, and the mattress shows up...and it's damaged. The box spring was severely torn. Obviously, the delivery guys took it all back, and I had to call to complain. After a long discussion with customer service, I was promised 100% that an undamaged mattress and box spring would QUICKLY be shipped in two days.

Again, I took off work for that delivery, received confirmation in the morning saying that the delivery would arrive as scheduled that day AND THE DAY CAME AND WENT WITH NO MATTRESS!! THE SHIPMENT WAS DELAYED AGAIN. Once more, I had to sit through a ridiculous customer service call in which they could not explain what the delay was. Why was the delivery confirmed as on schedule in the morning, then pushed back several days by the afternoon? That's infuriating and it makes no sense.

Now they're saying I'll have my mattress in just three more days, but their track record leads me to believe otherwise. This is the worst service I've ever received. You would think spending $1500 at their store would make you a valued customer, but clearly my business does not matter to them. I am still without the product I ordered, and I have not been offered any compensation whatsoever, or even a simple "I'm sorry for the inconvenience." My advice? Stay far, far away from this place.

Today they said, "Sorry sir, we mailed you a check"...to my previous address even though I have given them the new address every time I have called. Sears is a TERRIBLE company! Do NOT do business with them if you want customer service. They are HORRIBLE at it! As I am writing this letter, I have now been on the phone for 1 hour waiting to speak to a manager. This is the worst customer service I have seen! It is honestly atrocious.

The technician also tells us to stop calling Sears because it's making him look bad. Are you kidding me?!? We are in a rural area, so every time we call, we have to wait 3-5 days to even get him out to our house. We had a service called scheduled today. He normally calls my # listed on the file and today he did not, he called my husband’s cell that he as programmed in his phone because he has been to our house so many times. He doesn't even want to talk to me anymore- that's fine - just replace this lemon of a washer so we can resume with our lives.

A couple nights ago, we were watching TV on our couch and the washer randomly turned on and smelt like electrical fire. Good thing we were downstairs and were able to hear this or we could have had a house fire. Needless to say, it's unplugged from the wall now. I don't see why we are constantly having to go through these repair appointments that do not solve the problem. Apparently we have a lemon.

Just to recap, here are the issues: Washer does not drain water. Washer might soon our clothes a little and then it gets hung up. Sometimes washer doesn't spin at all. Washer randomly turns on (I have a video of this, the control panel is not on and the washer randomly turns on). Washer smells like electrical fire. Washer has ruined hundred of dollars worth of clothes and towels. I am begging. Please help resolve this issue before I have a nervous breakdown. And I would like compensation for my clothes and towels being ruined and not to mention all of the times we have had to take off of work to be present for these service calls that go nowhere.

On June 15th a technician came out but was unable to make a repair. According to him he was only allowed to do preventative maintenance and does no repairs. I'm not sure why sears would send someone out that could not do repairs. He said they would need to reschedule me for a repair appointment. They did for June 23rd. On June 22nd a customer service rep called me telling me they need to cancel my appointment because they had no techs available and would need to reschedule me for the next available date which is July 3rd! I was in tears at the thought of being without a washer that long and my laundry was already piled up. I knew it would be costly to go to a laundromat too. A customer service rep said it was out of his hands because the techs are contracted out and they have no control over their availability in my area.

I broke down and went to a laundromat. On July 3rd a tech came out and he thought it was the pump. He pulled all the water out of the washer manually (which smelled horribly foul from sitting almost 3 weeks at this point). He replaced the pump. He said it was working fine and that I needed to use refresher packs and run a cycle and then air it out with the door open for 24 hours. I did that and on July 4th I attempted laundry. Again the same problem. The water did not drain and the tub stayed full. I called again and the next available appointment wasn't until July 22nd! In tears, I begged for this person to do something to expedite this process. Again. He couldn't help me. He issued me a $25 gift card (To Sears!) for my inconvenience. That's a laugh. He said he would file a claim for me to get laundry reimbursement and gave me a phone number to call on Monday since it was a holiday to follow up.

When I called this department on Monday they did not have any information to give, only that it was in process and should receive a check soon but had no idea of how much it would be for. I waited patiently. I called on July 21st and they told me I had to speak with Customer solutions because I actually didn't qualify for laundry reimbursement. They could transfer me but were not allowed to give me Customer Solutions phone number. After a 2-hour phone call and being placed on hold numerous times I finally hung up with no solution.

The same tech returned to my home today, July 22nd and replaced the same exact part as before and SURPRISE! The machine still doesn't work! He said he had no clue what was wrong with it. He had to call another person who suggested it may possibly be another part and that he should reset my appointment, yet again. This time for August 8th. I basically held him in my garage begging him not to leave and to get someone on the phone, his boss or anyone. He called customer service on my behalf and his own human resources department telling them that he's already replaced the same part twice and he's not sure if this other part is going to work. The person on the phone told him to just reschedule my appointment.

He had 9 other calls and couldn't spend anymore time here. I again got on the phone with customer service who transferred me to customer solutions. They say they cannot process any rental reimbursement, laundry reimbursement or replace my machine because the tech ordered another part, leaving the case opened. I said the tech doesn't even think this part is going to solve this. He's going off the word of a 3rd party not here to diagnose the problem. After another 2-hour phone ordeal I finally gave up.

What else can I do. Wait till August 8th to see if possibly they can fix my machine? And if it's not that will they reschedule me yet again? Do I have to call the local news station to get them to listen? I'm desperate to get this resolved. I could have saved the money on this Master Protection Agreement and went out and purchased an old school washer with an agitator from a flea market and trashed this one and I wouldn't need to be going yet again to wash clothes at a laundromat with my 5 children.

Sears' repair team then refused to come back and fix the still broken machine. I was told several times that the technician was on his way but they never showed. When I called to complain, the person on the phone told me that a technician was not coming. The phone operator could not tell me why and gave me another window of time the next day. Guess what, nobody showed.

The third time this happened, the phone operator told me that the technician showed but I wasn't home. Not only was I home, but my kids were out front playing. The never attempted to fix the broken machine. When I called to complain (again), they gave me a Saturday slot. This time the technician called and told me that he could not fix the machine and that it needed to be replaced. At this point Sears ceased contacting me. They told me that a representative would contact me to replace the machine but nobody called.

When I finally called them, they told me that there was no mention of a warranty replacement was ever entered into my record. In other words, everybody had been lying to me and nobody ever entered any notes into my account. When I expressed my dissatisfaction, the operator told me that we were now 2 days past my warranty and technically they don't have to do anything now.

Thanks for all the stalling and lying, Sears.

I called Mr. Jackie **, owner of Furniture Direct 10 times over a period of 3 or 4 days. I always got voicemail and never got a call back. I emailed (**) him 5 times or more, but got no response. Finally, at around midnight my time (9 pm his time in California), I was lucky enough to reach him on the phone **. He promised that the delivery date would be switched to July 21. I emailed him to confirm and he emailed me back to assure me of the delivery date. July 21 has come and gone without my daughter's furniture being delivered.

Once again today I tried to reach Mr. **. Once again, I called more than 10 times. Always voicemail. Never a return call. Once again I emailed him 5 or more times. No response. And my daughter still does not have her furniture. I'm beginning to wonder if Furniture Direct has stolen my daughter's furniture. I work many hours/day but have had to spend a great deal of time trying to first change the delivery date and then even more hours trying to track down the furniture. I don't think a customer should have to go through all that. I have to say that this merchant is sullying the Sears brand. I've ordered many items online including large items such as furniture. I have never had this much trouble with an order. You might want to consider breaking ties with Jackie ** and Furniture Direct. I am hoping you can help me.

I was told by Sears to NEVER loosen the pod he packed and Fabric Softener in the Washer, both incorrect according to Maytag! I was told NOT to wash a set of King Size bed sheet in the washer at once even though it is a 5.0 CU tub. My old washer with the agitator did! Turn out it was not drain properly hence the Smelly Washer. It never fully drained leaving over 2 gallons of water in the lower tub!!! Somehow a size 4 Kids shirt had worked its way into the lower tub. It had to have been there at least 2 years. SO MUCH for Yearly MAINTENANCE CHECK-UPs and reporting the Drain Slow Code.

Even though Maytag suggested Sears change out the Circuit Board and one was ordered, Sears never installed it. So I have my fingers crossed it will work. It still smells even though I keep popping the AFFRESH cleaning tablets and running the Clean Wash Cycle... NO ONE at corporate returned my calls even though I left Edward **, assistant Karen **, several messages. Impossible to get to the Customer Solution Department AND NO FOLLOW UP on my Case Number: **. Always a 1-2 hour ordeal on the phone and no RESOLUTION!

I have been a loyal Sears Large Appliance Customer but it is time to look elsewhere. Now I am having issues with my Kenmore Dryer & My Kenmore Elite Refrigerator. Sears drags out appointment for 2 weeks and now my MPP Agreement expires this weekend and they have to order parts and come back later after the expiration date. REALLY SEARS, this is why I will not pay you $900.00 to renew my contract for 1 year on 4 appliances. Incompetent Service Techs and under-staffing... Besides I HATE BEING OUTSOURCED overseas when I call, only to be disconnected when they transfer me!!

I called and instructed the person to spell out LAKE in the address (had been abbreviated LK). My husband, again, took off work so he would be there and arrived home at 2:55pm. At 4:10 I called and was told the delivery team was finished for the day - they had left our town at 2:50! I can't help but wonder why SEARS would deal with such an irresponsible delivery service. It took me 3 calls to the customer service number to get any resolution (which was none). Now the box spring is supposed to be delivered 7/25/15. They offered a mere $50 for inconvenience - which does not come close to the aggravation they have caused. DO NOT BUY FROM SEARS!!! It's no wonder their business is dwindling with the level of service they offer!

It's 2015 Sears. Set up your customer service and get things done. I finally got to a manager today. He said maybe I should go to the store it was shipped to and cancel it there then I will see the money in 3-5 days. Sears are you serious??? Why should I have to go to the store to cancel a online order so that the online service can issue my refund?? How would that make sense to anyone? I will NEVER EVER shop at Sears again!!! This is a prime example of why your stores are going out of business.

At 8:30 AM on Thursday, 7-16-15, I received a call advising that there was a "part that didn't come in" and that delivery date would have to be changed. I was told that they expected the part to come in on the AM truck, but it didn't. I explained that I felt that 2 plus weeks was enough time to have whatever they needed. In any case, delivery was changed to Saturday, 7-18-15. I received an e-mail advising that I was scheduled to receive a delivery on Saturday, 7-18-15. On Friday, 7-17-15, I received a call advising that my delivery window was between 5:00 PM and 7:00 PM on 7-18-15. At 8:00 PM on Saturday, 7-18-15, I called the salesman advising that I did not received delivery and that no one called me to advise of any changes. I advised the salesman to cancel the order and that I hoped I would never have to deal with Sears again.

Today, Monday, 7-20-15, I received a call asking me to contact Sears delivery because delivery of "recently" purchased appliance has been delayed. I called and was told that next delivery date would be 8-1-15. I explained all of the above and asked that order be cancelled. I asked about problem with delivery and it seems that there is a problem with high volume demand on the appliance I purchased causing delays. I will never purchase another item from Sears. I spent two days waiting for Sears to deliver my item and cancelled 2 appointments for nothing. It seems they never had the appliance in the first place. I spent a lot of time deciding on laundry center, now I'm back to square one. What a joke!

We went into the store at North East Mall and the store associate said they have a unit in the warehouse and that Sears would call us within 24 hours to set up a delivery day/time. It is now July 20th and no one has called. My sister called Sears this morning and they told her they would call her back and hung up on her. I called the corporate office at 847-286-2500 and spoke with an associate. She stated the unit was at the warehouse and the installer is set to pick it up on July 23, at which time we will hear from him within 24 hours after he picks up the unit. This is not what the store associate had told us. The associate at corporate stated, "My concern is that you chose to stay at a hotel instead of with a family member." I explained to her that is hard to do when you do not have family to rely on. My mother is my only concern. This still remains unresolved. Do not use Sears. Go anywhere but there. Buyer beware!

I called back at 4:30 and was told that at this point in the day neither technician was going to make it out to my home until Monday. I had gone without these appliances working for 5 days at this point. Management was not able to give me any reason as to why these two technicians did not show up to my home as scheduled. An entire work day was spent at home waiting for these two people to show up as scheduled with nothing to show for it and no reasons given. The lack of professionalism from the Sears staff (to include management) has driven me to write this review and warn others of their business practices. I will never use their services again and strongly encourage others to look elsewhere.

I have called numerous different Sears numbers {they all seem to be call centers in some foreign country}. I finally reached a person at the Sears store in Tyler who said she could determine that my item had been returned to the store but did not know why and did not know when or if it would be delivered. She did say that the contract delivery service on delivers to my area at certain times of the month. I am at a loss about what to do. I'm thinking if I don't hear something by Monday July 20th I will call American Express and see if they can cancel payment. I have done a lot of business with Sears in the past, but it is unbelievable that they would treat their customers in such a callous manner.

Tech arrived on time, vacuumed the screen, and said we were all set. That was at 2:30 pm. As of 4:15 pm, still no hot water. Sears was called, and the next hour was spent on hold, getting disconnected, and eventually being told that "There is ONE technician for the whole REGION, he is now gone, and there is no one available to help you until possibly Monday." The fact that my Dad is 80 years old, recently home from the hospital and receiving chemotherapy, all of which was expressed during previous calls, did not make any difference.

Firstly, the tech should have remained until hot water was determined to be functional. How does one know it is working if it is not tested once work is complete? Next, he told my Dad he could receive a preventive "yearly check-up" on the water heater, and was surprised no one had ever mentioned that... in 9 years. Lastly, an elderly man, who otherwise handles his own affairs well, who is in a diminished physical state, is now without hot water until... Who knows?

We asked to speak to a manager and that never happened. While talking to the service person, I suddenly get an email claiming that my appt. was rescheduled --- without my consent! So Sears decided that I can wait for 15 days for the repairs. I explained that I have expensive medications that need to be kept cold and they are very expensive - out of pocket is more than $1600.00 per month. Sears said it's too bad and it's also not their problem!!! Now I have to find an independent tech service on my own to come out to do what Sears was supposed to handle for us. Sears has progressively downgraded its service to the point that just before this review my wife, sons and I cancelled our Sears cards and we will no longer purchase anything from this unprofessional organization ever again.

I have called Sears multiple times to explain that I was misinformed about how long this process would take and that I should not have to wait this long for a resolution to receive the product that I wanted to use during this summer heat. They have done nothing to actually resolve this problem in a timely manner, including keeping me on hold for long periods of time, transferring me multiple times, misinforming (nice way of saying LYING) every step of the way, and refusing to actually make anything happen to get me a new, non-broken fan in a timely manner.

Basically Sears is telling me that I either need to wait out this process to get a refund and order a new fan (which we can see how long that is taking at this point), OR that I can order a new one and pay full price. The initial fan I ordered was using Rewards points and they REFUSE to allow me to use those same points on this re-order. So, basically my credit card will be charged twice, and when my refund actually comes through I still will not be reimbursed in an even swap.

It is insane that they expect me to be without a fan or out more money for a fan, when they have already have had my money for two weeks. DAMAGED goods should NEVER be held the responsibility of the consumer nor should it inconvenience them. This problem is between Sears and UPS, and the fact that I am the only one being punished is completely inexcusable. I absolutely DO NOT RECOMMEND Sears or their customer service practices. They obviously have no tact or regard in terms of customer service, which is exactly why their company is already failing and will continue to lose customers and sales.

I called a local repairman and he had to replace the whole control board to the tune of 400 hundred dollars. After he left I tried the microwave out and it did the exact same thing. I am getting my money back for the control board minus the service call. So last night I went to the store where I bought the microwave just to explain the problem hoping the salesman could help with my problem and was treated with such disrespect that I will NEVER set step into any Sears store again!

When we called we were told by the person in the warranty department that we did not qualify to have the other unit covered because we should have selected an option to upgrade to a warranty that would cover both units at the time of repair, or we could have also been given the option to select which unit we wanted to have repaired if we didn't want to upgrade. Unfortunately, we were not given either option, which would have resolved the situation and made it more comfortable for us and our children to live and sleep in our home during the hot climates.

Because the service technician failed to offer us any of these 2 options, we are now being told that our only option is to wait until a future date in 2016 to have this repair taken care of, which is highly unacceptable due to the this being the result of the failure of the repair technician to follow the procedure and offer the options as described. When we called in because the repair guy said we needed to call, to our surprise, the young lady told us that our options were no longer available because the repair technician had also proceeded to close our claim without giving us any of the options described. She also mentioned that if he had not closed the claim, she could have still helped us by upgrading us.

We are infuriated because our children have to suffer because someone did not follow through on their job. This is so frustrating that I am willing to take this to Sears top management and president, if necessary, because we should not be impacted and inconvenienced this way when no one, not the technician, nor any of the original phone clerks who processed the claim made us aware of these options. I am convinced that the repair technician did not know about this procedure because after he checked BOTH units, he fixed one and told us that he'd be back in a couple days to fix the second unit. This tells me that he didn't know the procedure (of only fixing 1 unit) and that is possibly the reason he did not offer any options.

We have written an email to Cross Country at supportservices@cchs.com, requesting that SEARS Home Warranty simply honor the technicians words and fix the 2nd unit which is what he told us was going to happen, and that is what we expected. By not offering the upgrade and/or allowing us the choice of which unit to cover, we are now living in a very uncomfortable hot environment and due to the technicians negligence.

I will also say that I experienced the same issue as another reviewer who mentioned that the first call which was for our washing machine was also handled by a Sears technician and then subsequent calls were outsourced to a company that is very rude, aloof, and seemingly, their goal is to simply get you off the phone with any excuse for the issue being your fault and not theirs.

I will update you on the outcome of the email sent to CROSS COUNTRY. Hopefully, this gets repaired as promised. SO FAR... I've received an auto-reply email that states my complaint will be in review for 4-6 weeks before I receive a response. Please contact me with your decision. By the way, you should know that we were on hold on the phone for approx. 2 hours when we called to ask someone to help us with this claim.

Waited for an hour. Called back to the same # around 4 pm, was told that because the appointment was made by Sears and so I needed to be transferred back to Sears. A Sears person came on the phone quickly and confirmed that the technician was still coming. Waited until 5 pm. Started calling Sears. Got to talk to someone at 5:20. Was told that the technician couldn't make it and I could be rescheduled for 7/29 or 7/31 (15 days or 17 days in the future). I protested and tried to explain my situation (taking half day from work to wait at home; the technician not coming without explanation; my freezer not working and I wouldn't be able to wait for that long), and the person just hang up. Called back and was told (by another person) now I had an appointment on 7/31. Very upset with Sears total lack of commitment to its promise to a customer.

I received two emails from Sears to contact them to verify the appointment which I did on Tuesday and Wednesday, July 14 and 15th. When I called again on July 16th in response to another email, the service manager said I had no such appointment scheduled for July 16 and that now I would have to wait three weeks until August 3 at the earliest.

Clearly Sears is at fault here. If I had no appointment why would they take my credit card, why would they order parts for me? I live far from my nearest town in order to now do laundry for three weeks, or alternately. Now I have to go buy a used washer because of Sears’ ineptitude. It also means I am being charged for a 1 year warranty that is starting before I even get a repair. I am including one of the 2 emails I received verifying I had an appointment. It is unacceptable service to not be able to locate a dispatcher to correct this injustice.

“Sears Repair Service is attempting to contact you regarding parts related to your scheduled in home service. It is important that you call us back today at ** to confirm that all parts have arrived and keep your upcoming scheduled appointment. Our customer service operators are available from 7 a.m. to 8 p.m. Central Time to serve you. Thank you for Choosing Sears.” Product: FRONTLOADWASH2YR

Within a few months of purchase my dishwasher was making booming noises and the motor simply broke loose from the housing. Repairmen replaced the strapping. Formerly I owned many Sears appliances and had one refrigerator for 30+ years and another refrigerator for 25+ years. The appliances stayed in the homes when we sold them; probably still working. Sears is either outsourcing parts, assembly etc. or manufacturing out of country. They are making money selling extended warranties for their inferior products. By the way, my daughter also purchased new Kenmore appliances this year. She has already replaced her dishwasher and had a new compressor for her brand new fridge. Shame on Sears and Kenmore.

I contacted the Sears store we purchased it from and spoke to Chad (Department Manager). He said he would escalate my request to have the ice maker replaced to Corporate office. I received an email from Sears suggesting I contact PABA if I want to purchase a protection agreement. It's a little late for that. I called Sears Holding Customer Relations and was told there is nothing they can do and we will have to pay to have the ice maker replaced. I'm sorry we recently purchased a dishwasher, oven and microwave from Sears.

I called 4 more times and finally got a person who spoke English I could understand, who told me that I should of called immediately when I had received an email saying 7 to 10 days for refund. An email I never received. I called again today and after fighting with these people to get a person who spoke English I could understand I was given an answer, "We do not know when you will have your refund. I can't give a date that I do not know" and was immediately hung up on.

I have bought mowers, tvs, washers, dryers, tools, etc. I would rather pay 100% more for an item than bring my business to this place. Bad enough it's been 8 days since I cancelled my order and no refund, plus was going to be sent a toy that I could have purchased for 50 dollars less from a store by me that had it in store, but the fact that they can't connect me with a person I could understand. Pretty bad I couldn't voice my concerns to Sears but then again they have no idea where my money is or who even has it. Do not give them your business.

Then I wanted to make sure that they are telling the truth. I placed an another order for the Sound bar alone using Sears.com. It accepted my order and delivery date would be sooner than the TV delivery. I chose the option of paying for this product in-store. Then I called the customer service informing that I could place a new order for sound bar and the item is in stock. Then they started to say that the original cancellation of Sound bar was due to some system glitch and the system automatically cancelled the item. They suggested that I should pay for the Sound bar (as I chose in-store payment option) and they would refund later. I made the payment and they assured me that it would be refunded in 3-5 business days.

Sound bar was delivered on time, but it was completely soaked with Gasoline. Since it was a UPS delivery, the driver left the item outside the door, we noticed it afterwards. I called the customer service again to inform the issue. The customer service person told me to cancel the order and place a new order, so that UPS will pickup the item back and a new item will be delivered in 7-10 business days. Since there is a refund process in progress for the original commitment, I don't wanted to cancel the order that would make it difficult to get my refund. I decided to call the local Sears store about the issue and the store manager asked me to bring the item so that he can exchange the item. I went and got the new item from the local Sears store.

After 2 days, I got an email from Sears stating that the item is returned, so that the refund cannot be processed. I called them again to inform them that the item was not returned and it was exchanged for fault product. I explained the whole story to the customer service person. She said that the back office credit department would be notified of the situation and they would process the refund in 3 to 5 business days. I called the customer service in couple of days to understand the status, she said that everything is documented and back office team is working on the refund process and I should get an email within 24 to 48 hours time period.

I got an email from Sears in the night stating that since the product is returned at the store, I should get refund from the store only. Then I called again the customer service department about the issue. She said that the status in their system shows that I had returned the product in the store, so I should get the refund from the store only. I got really pissed off (So far I have spoken with 6-7 customer service person and explained the whole story again and again. Every one said that the order noted with details of the issue and it would be taken care). I explained one more time the issue to her. I asked her "why it's being considered as a returned item as I only exchanged at the store?" She said that online store system is not integrated with physical store system. I asked her "then how come you are able to see the item is returned at the store?" She was bluffing. I could see that those people are lying completely to cheat the consumer.

After explaining the whole story again to her, she said that the request would be sent to credit department and they would process the refund in 3-5 business days. Now I said, "I need to talk to your supervisor and make sure to explain the whole details to that person before connecting to that person." She connected me to that person after a brief. The case manager came online and asked me "how can I help?" I asked him whether he knows the situation, he replied "yes," he could see the details in the system. I asked him whether the refund can be processed now while I am on the phone. He asked "what refund? You should go to the store and get the refund at the store as you returned the product at the store."

I could smell now that these guys are really trying to cheat me. I explained to him one more time and asked whether it can be refunded while I am on the phone. He said "it cannot be done, refund will be processed in 3-5 business days." I have clearly explained to him that I would make sure that issue is registered online so that the companies like this is completed weeded out from the system, so that the future generation would not need to deal with companies like these. I am waiting for the response from their credit department. I am planning to dispute the transaction with my credit card company also as I have all proof for their commitment. I would never ever (including my children's) buy anything from Sears and its group of companies anymore.

I called Sears twice - once at noon. The lady called the national delivery service and said they would call me back. They did not. I called Sears at 1 p.m.. A man, not part of the delivery team, said they were running behind schedule because of a microwave. The service team could not get out of the house. I told him that my food was sitting in coolers and I was upset. He got very snotty with me and asked if Sears had specifically told me to pack my food at 9 a.m.. He ended up being so obnoxious I hung up on him. A former customer who will never again set foot in a Sears store.

By this time I'm fed up and call Sears back and tell them to cancel my whole order. She tells me she put in a 'request' to cancel my order, by this time I'm mad and call her a few choice words and ask to talk to her supervisor, she hangs up (I'm sure because of my foul language that I really shouldn't have used but she was arrogant and kept asking questions that were irritating and not to the point). Anyway, I receive an email later that day saying my order has been cancelled. Here I'm thinking I'm thru with this horrible company but no.... that night I receive another email saying one of the items has shipped.

I guess I need to call Sears and see if they can stop that shipment or I'll just have to refuse delivery. This really sucks because I'm short on funds because I've already purchased those same items somewhere else and I don't need 2 of everything. Sears used to be a good store years ago, what happened? I haven't ordered from them in a very long time and I never will again. They still haven't reversed the charges on my bank account, will I have to go to my bank and dispute the charges (I can show the email stating the order was cancelled)?

I called to schedule my preventive maintenance and to have my ice and water dispenser repaired as it wasn't working properly. I was told by the person at the 800 number that I couldn't schedule my preventative maintenance until the ice/water dispenser was repaired. After several weeks I had the part replaced and called to schedule the preventive maintenance and cleaning that same day. The cleaning was scheduled for today with a 4 hour window. (Apparently Sears still operates on a 4 hour window - this is a problem in itself.) I rush home to be available by 1:00. I get a call at 2:15 from the service informing me that they aren't a cleaning service and won't be cleaning the inside of the refrigerator. He still wanted to come over and discuss this - I guess so that he could charge for the service visit.

I immediately got on the phone with Sears customer service. The first person was obviously over his head and quickly transferred me to another department - warranty department. No internal discussion and I had to repeat my story. This person wanted to read the service contract to me. I told her that I could read and indeed had read it several times while I was on hold. I was transferred to another department. Again no internal conversation and I had to again provide my name, phone number, address, etc and repeat the story.

This happened several more times. I am not getting my refrigerator cleaned and have received no satisfaction from Sears. They have lost me as a customer. They didn't even seem to care that this is a problem - no discussion about making this right. I hope Sears goes out of business - they deserve to with this poor customer service.

The other couldn't turn the valve on my washer so he said, "Sorry, it's tight. You have to reschedule." He didn't even try to loosen it with a tool. He shut the water off to my house and drove away. I had to pay someone else to take it out of the garage and hook it up. They just used the same hookups from the old machine. How brilliant. However, the Kenmore machine has been running for three hours and won't stop. Sears said unplug it and try again... so here I sit. SEARS HAS GONE DOWN THE TUBE FOR SERVICE. And how dare they farm out the jobs out of the country. Will never shop Sears again.

Sears is terrible. It's no wonder they are always two inches away from bankruptcy. Save yourself a lot of anger and frustration and shop ANYWHERE but Sears. They have lost me as a customer forever. And after I told my mother what had happened, she said she was just about to place a huge appliance order with them to redo her kitchen. She will be shopping someplace else. They lost her too. I hope they go out of business, they are that bad.

I subsequently asked him to take the refrigerator back to the store and went to complain to the store manager (Kimberly) about the driver's attitude and lack of customer service training. The manager apologized and rescheduled the delivery for 7/10. On the morning of that day, I got a call from Sears that the delivery was rescheduled for 7/11. I went back to the store to see the manager again, only this time to tell me that no delivery will be made. It seemed that the delivery manager (Zach) has banned me from doing business with Sears. The store manager offered to reimburse my money and cancel the purchase. She was not interested in solving a problem created by the delivery driver and keep the customer happy.

I called the 800-549-4505 (national customer relations) and spoke to a certain Tamy, badge # ** to complain about this horrible treatment, but she assured that the delivery is scheduled for 7/12. I asked her to call the delivery manager to make certain of the delivery, but she refused. On 7/12 I waited for 5 hours for the delivery but no one showed up. I called Sears a couple time and they told me that the driver was little late. Finally I called the national customer relations # and they told me that the delivery was not going to happen.

As I said earlier, no one is in charge of the business, nor anyone has the power to do anything. All the managers can do is to bribe you with more discounts to shut your mouth. The delivery guys and their managers don't care about the customers and the victim is me and all the people that have invested in Sears. I'm fed up guys. NO MORE HUMILIATION from the Sears people. As for now, I'll say goodbye to Sears, as many before me did. I'll take my business to others who appreciate it.

My story is not that horrific. I ordered a washer & dryer. I was given a delivery & installation date with a 2 hour time-window. The Sears people actually came 30 minutes early! However, there was an issue with one of my valves and I needed a plumber to come in -- understandable. I got on the phone with a plumber right away. The delivery guys said they couldn't stick around and advised me to call Sears and see whether they could get scheduled to come back at the end of the day. The plumber I called is close to me and he actually came and left in that 30 minutes. I called Sears and they said they couldn't promise anything, which is understandable... But we were just at the beginning of my 2 hour time-window still and the delivery guys were the next town over. I felt that they should have put me into the rotation and just get this whole thing over and done with, but that's ok.

I called back later and they said that they couldn't come back. This all happened on a Friday. The rep looked at the schedule and said that Monday would be the next available date. I needed a washer and dryer. I asked her if there was any way it could happen earlier. She said she could get me in for Sunday! Hooray, that's perfect because I could still do my laundry before the start of the week. She told me to expect a call Saturday night with the 2 hour window. Saturday night, 9 PM rolls around and still no call. I get worried. I call Sears and after being on hold for 30 minutes, I talk to a rep who informed me that the installation was re-scheduled to Wednesday because Sunday was filled up and they had to push deliveries. WHAT! At this point I was pissed for multiple reasons.

If I knew there was a chance that Sunday couldn't happen and it would get bumped to Wednesday, I would have chosen Monday!!! I should have received an automated call as soon as the re-schedule happened, why did I have to call them? What would I do on Sunday, just hang around waiting for them to come and they never would? If my installation got bumped from Sunday, why wasn't it bumped to Monday? They could then bump someone from Monday to Tuesday, etc. It was pretty clear to me that since they delivered the washer/dryer to my house and they were sitting there, that I was in a poor negotiating position. I was really pissed, so I told the rep I would never shop at Sears again and I wanted to return everything. At this point, she hung up on me.

The thing is that Sears has the resources to make this right but it would cost them money. They could have called another third party contractor or their services/maintenance division to do the installation. But instead they want their delivery team to do it since they are cheaper labor. I called back later, and a different rep told me I could call their Service dept and pay them to come do the install. The reason I was considering this is because I didn't want to risk my warranty by installing the units myself but I should not need to shell out additional money to Sears to fix this mess. At this point, unfortunately my best recourse is to wait until Wednesday and have them install it. Hopefully that goes well.

June 19, 2015 - Victor called me about 1:20 and said that he or another Sears service employee came out I would be charged for the service call. I told him that I would deal with that when the other sears service employee came out and I disconnected from the call. About 2:30 pm I got a call from ** and a man asked for Victor. When I stated that I was not Victor he said "sorry" and hung up. Around 3:00 pm I got another call from ** and a guy named John with Sears service said that I had been added to his schedule and he had one appointment before me and would call when he was on the way. AT 4:45 pm I got another call from John ** with Sears service. He said that he was on the west side of town and was on his way. I suggested that we reschedule since he would not be arriving by 5 pm as scheduled and he agreed. We rescheduled for him to come out on Tuesday, June 23, 2015 between 1 and 5 pm.

June 23, 2015 - 4:38 Mike from Sears called from ** said he was coming in 15-20 minutes to check out the dishwasher. Mike arrived at 4:55 and pulled the DW out and adjusted the springs so that the door doesn't fall completely. He said that he ordered 2 replacement rubber pieces for the hinges and will call when they come in (in a week?) to schedule to return and replace the broken one. The second will be a spare. 6/29/15 - Parts came in mail. 7/1/15 - 4:50 pm Left vm at ** (message says John's vm) for Mike to come and put in parts. 7/7/15 - 12:15 pm Left vm at ** (message says John's vm) for Mike to come and put in parts. Been getting the runaround from the guys at Sears service. July 12, 2015. Still waiting for Sears to fix the dishwasher.

To make the story short, we waited total of 5 hours at the store. We called Sears.com at 1-800-349-4358 multiple times, they kept telling us that our order went through and processed and that we just needed to wait about an hour for the order to be release at that location. At the end, we were transferred to a manager at that tel# and told the order will take anywhere from 24 to 48 hours to be proceeds. By that time, we were all fed up, tired and pissed off at their customer service.

We requested them to just canceled our order and the best part is Sears.com will not cancel the order at that moment and that it will take up to 5 days for the order to be canceled and for us to receive our full refund. Not only sears.com charged us in full for the order, they will not release the order to us on the same day (As promised by them on their website), and if you decided to just canceled the order, they will not give you a full refund right away and make you wait 5 days to get your money back.

I can honestly say that by far, this is the worst purchase experience I ever had with any merchant/store. No wonder they are losing business. I will and tell anyone I know, not to buy or shop from sears.com. BESTBUY has the best customer service by far. If I could, I would give them 0 star I would, one star is too much for them to deserve.