Sears Reviews

After many conversations, we finally agreed to having the new floor installed on top of the old one, but only if the original installer did the job. On the day of the installation, two workmen showed up, but not the original person and they had no knowledge of the specific circumstances. Ultimately, they installed the floor but did not remove the dishwasher as specified in the printed agreement. Every conversation with the representative has been marked by contradictions and rancor. We tried calling during the installation, but he did not return our call until I asked the operator to contact him in a meeting. After that we called again and left a message, but he did not return that call. We spoke 24 hours later and the conversation was rancorous again. When we tried to inquire about our rights in the situation, several things happened.

First, we called the local office to speak to the "area production manager" and was told that he didn't work there any more. Then we asked to speak to the "area general manager" and was told he is never in the office and they didn't know when he would be in. Finally we called the "National Customer Care Group" and reached a call center that offered to route us back to the same local office. When we explained that this was a complaint, they gave us a phone number, 847-286-2550, that went to a call answering service and we were told that we had "reached an answering service but that the number we had dialed did not subscribe to the service and our call could not be completed." In all, we will never deal with Sears again for anything and we hope that the installed floor doesn't need maintenance, because we have no confidence in the "guarantee".

All of the technicians my boyfriend works with are family men who need their jobs to survive. So you can bet they do everything in their power on a service call to avoid installing parts whether needed or not. I think Sears should have to divulge their practices so that consumers can make educated decisions on whether or not they want to purchase a maintenance agreement knowing that Sears is threatening the technician's job if they fix the problem by replacing parts. Sears actually has a set dollar amount per maintenance agreement call that the technicians must adhere to. If they do not adhere to the dollars per call amount, they are placed on probation and if there is no improvement they are up for termination. The problem is that the dollar amount per call is so low that even the smallest part replaced is over the dollar amount per call.

To make matters worse, the dollar amounts held against the technicians aren't what Sears pays for the part, it is the amount Sears would charge a customer for the part. Which currently is 2 1/2 times what Sears pays for it. To me this would be considered a deceptive trade action. Sears sells maintenance agreements to its customers claiming to repair or replace parts as necessary, all the while threatening their technicians' jobs if they fulfill the obligations set forth in the maintenance agreement.

We called Sears during a rainstorm as instructed. Sears sent out a man to check where the leak was coming from. He did not walk the length of the roof space and I was present during his examination. He did not see a leak but noted the floor board was damp. Sears service logs have omitted this service call and we received no paperwork from the serviceman.

We called Sears a third time to complain about the same problem. Sears sent a contractor who caulked the crest of the roof and around a pipe coming from the ceiling, after which he announced that the roof was fixed. Sears service logs have omitted this service call and the contractor refused to give us any paperwork. We recently noticed the water damage had spread about in diameter about three feet further on the ceiling sheet rock and additional cracks in the ceiling. We hired a professional leak detection company who documented that the water damage was from the roof leakage and identified a large leak in the roof right above the cracks in the ceiling. He also provided us with photographs of the roof leak and water meter readings that were off the charts.

On May 10 2014, an independent roofing contractor inspected our roof in order to provide us an estimate on repairs. He "saw daylight" in our attic, indicating gaps in the coverage of the roofing. While walking on the roof with him, he showed us that the roofing bounced up and down under our steps, demonstrating the gaps between the shingles and the rotten plywood. His repair estimate totaled $9500, and included replacing all the plywood.

Sears products are expensive and the district managers and roofers they use are rude and unprofessional. Sears is clearly in breach of our contract which specified they would "Replace any rotten wood found in the deck area at a rate of $2.90 per square foot". The roof inspector lacked the proper training and did not do a through evaluation. The roofers did not replace the rotted plywood as was agreed to before we signed our contract with Sears. This resulted in them putting new roofing, poorly done, on rotten plywood. The water damage has grown about three feet in diameter and we have additional cracks in our ceiling. We are very displeased with Sears and will not be using them in the future.

In all, the fridge was in the house for about 1 week. It took me THREE months to get Sears to acknowledge that I had returned the fridge and credit the purchase to my account. In the meantime the account was racking up late fees for the unpaid bill. I wasn't about to pay them for something I had already returned to them. I could get no satisfaction out of the manager at the outlet store or any other Sears employee I talked to on the phone over the next two months. After receiving the third billing statement stating that I still owed them the money for the fridge which, of course, by now had racked up several late fees, I turned the whole problem over to their credit card people which happens to be run by Citibank by filing a complaint against the company. That is what finally got the charges removed from my account. Thank you Citibank for getting Sears to do what they should have done before I even received my first statement. They were great and easy to work with. I will be closing my account and cutting up the card and will never buy ANYTHING from Sears again.

Unfortunately this is very limited help. I truly don't know the reason but they don't have many technicians and few of them are really lazy and don't want to do their job. Like the most recent one that came last time and I'm gonna give you the technician’s number which is number **. It's a shame people like this work in Sears. My refrigerator is now for the third time this year down. I would really encourage you not to buy at Sears.

About 3 p.m. on the day of repair, another call from Sears saying repairman would be there between 5:00-5:30 p.m. By 6:30 p.m. NO ONE had called or come to repair the dryer. My husband called the Sear's Customer Service number and was told they would have someone call us. He asked to speak to a supervisor and was put on hold (approx. 30-45) minutes before he hung up. No one called us back. Next day... husband called same Sears CS number, talked with 2 different people and was told that it would NOW be at least 2 more weeks before they can get a repairman out to repair the dryer.

Husband asked for a FULL refund (we had paid with a credit-card up-front as Sears’s requests) and was told it would be referred to "billing" and someone would call us. No one has called. So disappointed in Sears. My husband and I have purchased Sears products for more than 30 years but no more. And from now on... if we have repairs, we will call a local appliance repair person and deal with them. Wouldn't recommend Sears to ANYONE any more.

I called corporate and was told that it’s not possible to talk to anyone in the corporate office. I was told that the delivery people would return my many phone calls. They did not. I was told the store manager would call me back. They did not. Since I could not get the necessary furniture moved, they took the unit and left it on the truck. I am totally disabled with a broken back. I was lied to at every turn. Take my advice and DO NOT BUY ANYTHING FROM Sears. They will lie and screw you at every turn. They have my unit and my money. Lord only knows when I will get it. Again, DO NOT BUY ANYTHING from Sears!

I am currently without a refrigerator, and still have no refund. I FINALLY, after submitting bad reviews online, received an email last last night, (6 days) after I placed my original order...stating my order had been cancelled and they just NOW refunded my money! I was told a refund had been issued the same day it was cancelled, however the actual amount had cleared my bank account. So, now I have to wait even longer to get my money refunded in order to be able to purchase another refrigerator. I have all transcripts and lengthy notes on what I was told. No one I spoke to, could tell me the same thing.

I am STILL waiting on a refund. And then I told that I would now get 15% percent off my purchase if I re-order, but it won't be taken off my total, but "refunded" to me AFTER I get my new refrigerator! Such a joke, and an extremely stressful and unacceptable way to do business. Especially from such a large company. When I suggested the next size up of the same refrigerator, I was laughed at and was told there was no way they would do that because of the price difference?! I am not going to let this go away. The amount of time away from my family, and a day missed off work. Plus all of the food we lost? Wow. I can't believe what we are going through. And I am terrified I won't get my money back without taking further action. We will see.

As I was leaving the vet's office, I called her again, and told her I would be home in 10 min or less (they were still there). They allowed her to sign for the machine, and she completed a survey on their phone. I was home in 6 min, and they were gone. They told her they were running behind schedule... How was that my fault? That had nothing to do with me. All they had to do was start putting it together, and I would be right there. I called customer service, and the person I was speaking to in India told me I could have a $100 gift certificate for my trouble. What does that help? I still had an elliptical in my garage in a box.

The whole reason I ordered from Sears was because they would set it up (or so they said). I told the customer service rep that I had no more time that day to wait around and see if they might come back. I had to leave, and couldn't get it settled at that time. So I went to do what I needed to do. While I was gone, my neighbor said they came back and rang the doorbell for 20 min. I wasn't home! I wasn't even in town! I have emailed twice to see what they will do about it, and have received no response. I tried to return the item online, and it can't be returned. I may stop payment and see how fast they show up to put it together.

My daughter was apparently old enough to sign for it, and complete a survey, but not old enough to be there for a few minutes until I got back. They wouldn't have been finished putting it together in the time it took for me to get home. This was absolutely horrible service, and they are only making things worse by not responding to my emails. I am VERY angry! Over $700 sitting in a box in my garage. Unable to use. No wonder Sears is struggling!

April 2014 - called Sears to claim cash back. I knew that it was roughly 3 years since we had bought the washer and dryer. Told about the coupon and that I only had 3 days left to claim. Our policy term had expired January 29, 2014 and the 90 days was almost up. They don't phone to remind you. They rely on you to remember to phone them, collect a coupon and purchase something twice the value within 3 months. I currently have a 1 month extension in which I plan on getting all my money back, as originally promised. When I spoke to the Protection Service agreement rep (Mohammed) in April, he told me that people in their company tell people they're getting money back to sell service agreements, that it's a known problem and that they're trying to correct it within the company.

May 5, 2014 - phoned Sears. Asked repeatedly to speak with a manager in the department. After 20 minutes I was finally transferred. I was offered half the value of my warranty in points on my Sears Card. Since the program states that a value twice that of the coupon must be spent, they figured it fair to only offer me half my money back. I was calm and rational the entire phone call. All of my arguments were not refuted by the manager. She only restated her policies over and over and explained that I originally had 60 days to return my warranty, something I did not know and was not told, but she said that everyone knows that. She also said it's a business, and that they tell the customer somethings about the contract but not everything. That's why the contract exists.

My fault was not reading the contract when it arrived in the mail. We're in a consumer economy and make purchases all the time. Perhaps I don't invest the time I should in reading the fine print attached to all purchases. But I was reassured not to worry 3 years ago, our money would be returned, that was the plan. Sears lied to me. They lied knowing they'd get a commission from selling the warranty, not disclosing the actual terms on the phone, all the while knowing that I would be stuck at the end of the term with a crazy redemption offer... if I remember, 3 months to spend a coupon twice it's value at Sears.

So... in December, something happened to our new television. No one knows of course, and really I still don't know. Nevertheless, I called the warranty/protection plan phone number, had our appointment scheduled a couple of weeks after the phone call, and anxiously awaited our appointment. My wife took off of work, and the repair man never showed up... No one called. I had to make a phone call and at that point, I was told that the repair man had been in an accident. So... they scheduled another appointment... a month later. The repairman showed up, hooked his equipment to the TV, scheduled another appointment to get whatever part was necessary. He had to send his data in to be reviewed, and that is when they would decide what part needed to be ordered. And again, my wife took of off work and the repairman didn't show. I called again, and was told they weren't going to fix the television because it had impact damage which was not covered under the protection plan.

Our information was sent to LG where they would decide if they would fix it. So, again we had to wait on another appointment. The LG person came, left and said we would get a call back. He said the screen needed to be replaced. We finally got a call LAST WEEK, 4 months later, from LG. They said they would not fix our television and to call a local repair shop to get it fixed.

So, we have a broken television that has been sitting in our living room for 4 months waiting to get fixed, taking up space. I could have bought another one and forgotten about it. I was misled when I bought the television, given wrong information, and then had to wait forever for nothing. I went to the Sears store where I bought it, and all I got was attitude and nothing for all of my trouble. In the end, after being transferred 6 times, they finally decided to refund my warranty/protection plan back to the card it was purchased on. I was refused a copy of my receipt by the manager. I have gone to the store and asked for duplicate receipts before and had no problem. I will never buy any service plan/warranty/protection plan from Sears ever again, that is if I ever buy anything from there again anyway. I hope this information may help other people before they buy large purchases and expect good service if anything ever happens.

I immediately called again and they could not explain the email. They told me they had an opening on April 25th if I was interested. I changed my schedule and took that appointment. On April 24th late in the afternoon I received a call stating the technician was not available on the 25th and the earliest available date was May 2nd. Sears has been rude and really doesn't care that even if they come on the 2nd, I have been three weeks dealing with this problem. I find this to be totally unacceptable.

It's now the end of April 2014, and they have been out 7 times since Oct. 2013. They tell us that there are only two parts that needed replaced and it has to be four before they will give us a new dishwasher. In the meantime, it is still leaking. Oh and one time, it caught fire and melted a part on the inside of the dishwasher. You would think that since they were paying for the damage that the dishwasher caused they would want to keep it from happening again. What makes this worse is that we just bought a new house, and we are renting the house with the damaged dishwasher. So our renters are having to deal with the multiple leaks, melted part, and 7 service call appts.

This is not good customer service. I understand that it might be four parts for most things, but I think that if it's a situation where they can't fix it and they've been out this many times because it's leaking that they should make an exception and replace the dishwasher. We just bought a new house that needed all new appliances, and we didn't buy anything from Sears because of our experience with this dishwasher. It's a shame, because normally in the past, we have bought all of our appliances from Sears. The dishwasher was probably 600 bucks new, and for them to replace it I'm sure it wouldn't cost them that much. I wish they would fix this, so we could continue to be Sears customers.

He mistreated my refrigerator damaging the vent and wall, was rude etc. After an hour, he told me that I had to pay more money if I wanted him to try to fixed it or better to take the $500.00 voucher and get a new unit. Now I had paid over $300.00 for the service so all that was offer is really $200.00 toward a $1,400.00 purchase. As this was not the first time this problem has occurred, I think that Sears should had offer to replace the unit or at least offer to refund 50% of the cost of a new one. From the call center, to the tech, to Sears Corporate, all I have received is pain and discrimination. Used to love the Sears of the 1990s but now this is not our SEARS!!

I called Brian who came over from work and swapped cars with me, taking my car back to Sears. He checked under the hood and found the radiator cap to have been loose causing the antifreeze to boil out all over the engine. Since the radiator was now completely dry, he poured water into the radiator and tightened the cap in order to make the drive across town to get to Sears. Upon arriving at Sears East Towne, he explained the situation to the mechanics. Apparently, part of Sears "service" we received on April 7 also included a "fluid check".

The original mechanic had checked the fluid without properly tightening the cap. We did not ask for any work to be done on the radiator and were surprised to hear that they had done additional non requested "service" that resulted in a breakdown. I was fortunate to have made it to work without breaking down on the highway. The automotive staff agreed to rectify the situation by offering us a new radiator cap (which was not needed) and a complete flush and fill of the radiator. Although Brian had told the staff that he was going to the mall, he noticed Bruce, the same original mechanic that worked on the car forgetting to tighten the radiator cap, was now doing the flush and fill of our radiator.

He decided to stay and witness the work and noticed that the mechanic did not fill and flush the radiator at all, but only topped it off with radiator fluid and parked it out front. Then they called Brian to have him pick up the car. Since he was right there, he asked if the fill and flush had been done and they assured him it was. He called them on the lie explaining that he had watched the service and the flush and fill job was not done. They apologized, took the car back to do the actual work they had originally agreed to do but had cheated us out of.

Although this may seem a minor thing, keep in mind that at the time the radiator was filled with water only. Had we picked up the car assuming it had properly been calibrated with anti freeze when it was only topped off with a 50/50 blend of anti freeze and water, it would have frozen up in the winter and caused a breakdown. We allowed Sears to correct the original error of messing with our radiator cap. But if we had not been watching them, it would have resulted in serious danger and expense later. Not to mention the fact that none of it should have happened in the first place because we did not request any work to be done on the radiator. The "fluid check" was simply a way for them to troll for additional potential services they could tack onto our bill if they found the car needed a radiator flush and fill.

Brian called the auto department manager, Dave, to complain about the problems that we incurred with Sears service. We had paid $750 for this "service" that resulted in not only a breakdown, but when we took the time to take the car back to them to correct the error, they cheated us on the service they promised and then lied about it to our face! Dave offered us a free oil change. Clearly we did not want them working on our car again....... How would we know they even did the oil change? When Dave asked what we felt was fair, Brian said to refund 1 hour of their labor charges which amounted to $109.

We felt that was fair since they charged us $750 and it took us at least an hour of our time to correct their error, not to mention the anger and frustration of having the staff lie to us and not even do the work! Dave said that was too much and refused to refund an hour of labor stating that he was the final authority and would not offer more than $50. We called the Sears customer service line only to be told that they could do nothing because the Sears Automotive department is not actually run by Sears. They are independent contractors. Buyers beware! Sears Automotive is not Sears! If after reading this you still choose to use them, be sure to witness the work yourself and don't expect them to take responsibility for their work. Use them at your own risk.

He also told me that the iFit subscription was free with the machine I bought. I tried to pay for it and he said it was included with this machine. That was an untruth. All of which was false. Nordic Track was very unhelpful and one person was rude and in so many words said it was my problem. If they are going to use Sears as an agent then it's their problem too. He told me it would be 30mins to 1hour set up and simple. It was difficult, complicated and 4 hours. That was an untruth. I posted my complaint on Sears and a representative, for the sake of customers reading these posts, asked me to send my contact info so they could help me. I sent it and never heard from them. I pretty much figured it was an empty gesture from everything I've heard about Sears customer service (oxymoron).

After many attempts to talk to the Store Manager we finally got a hold of him and he said we could return it (duh, that's the law) but he wouldn't pick it up for 2 weeks and after that he would give us our money back. My husband asked if he really wanted to lose a customer over a simple product pickup and he was completely unconcerned about it. I have written many reviews on Sears and Nordic Track today (Nordic Track needs to sell through someone else) but hadn't written one to the Better Business Bureau (BBB) but we are going to do that tonight when my husband gets home. Buy socks on sale but NOTHING else from Sears. Too many good reputable places to have to deal with a place like Sears.

The third thing, read the Sears agreements compared to factory warranties because factory warranties don't cover much. For example, if you buy a fridge and it's only 2 weeks old and the door handle comes off, the factory warranty won't cover it. They will tell you it's customer abuse. I know this from personal experiance and that's when I started comparing warranties to extended service agreements. The extended agreements cover a lot more than factory warranties. Do compare for yourself and READ your warranties before you buy things and start complaining after the fact.

I cannot return the pants because they are past the return period and I did not keep the receipt. This is my second time having problems with the same kind of pants. I thought that it was a different store. I did not know Kmart and Sears were owned by the same company.

I already contact the BBB about this. They didn't do anything. Sears waited for the last minute to get back to the BBB. So I did not have enough time to answer them back. They have already closed the case. I then contacted Everlast about it. They told me that they sell Sears a DTR license, so Sears then becomes the manufacturer. I just want my money back that I have spent on them. I will never buy clothes from there again if they will not honor the product they sell. Now Sears are telling me to contact the manufacturer.

I called a couple of hours ago to see if it was there and it took 5 phone calls to the Merchandise Pickup before they answered. I thought that maybe they were busy, although when we had tried to call earlier in the week, we had to dial and redial before they finally answered. Anyway, after being on hold 59 minutes and talking to the person less than 2 minutes total of that time, he finally told me that it showed to have arrived but they couldn't find it. So I have NO intentions of EVER buying anything from Sears ever again. I bought most of my appliances from them over the years, but never, never, never again. Who knows if we will ever receive the die grinder.

We open it to have the whole top shattered. So I call Sears back and sit on the phone for 2 plus hours to have them say the best they could offer was $100 off a future cooktop priced over $2,000. I was furious, so we try to place an order over the phone with the manager and while placing it, someone bought the last one and it says SOLD OUT! Again. It had since been 3 weeks. I still have not received my refund from either cook top. I had to purchase another cooktop for $1,999. So Sears emails us and says someone from UPS will be to my house within 4 days to pick it up. Doesn't give a time... day... nothing. So they show up of course while we aren't home and leave a notice stating they will try again the next day between 9-3...

I'm sorry but we are a working household like many and I can't be home during the week 9-3 and I stated that. Well because we weren't home and they stopped they did their final attempt and now I'm on the phone arguing with UPS stating this is not an issue I should have to deal with. It is not my fault I received a smashed cooktop and shouldn't have to pay to send it back nor will I.

After arriving there with the money in hand I was told to get the price that was advertised and free delivery I would have to apply for a Sears card and use it. Now I am not stupid. I know the Sears card comes with a high interest rate and very hard to pay off. This is the reason I chose to borrow from my bank. They actually refused my cash money (never happened to me before) and I decided to just leave instead of arguing and adding to my frustration with some very crazy and (to me) stupid store policies. I decided to go to Lowe's where I knew the price was $60.00 more. Not only did they have the same freezer but they had it in stock, and they matched Sears price with free delivery!! Not just that, they accepted my cash!!!! Then when I checked out the cashier told me there was a rebate being offered on the unit I bought which saved me another $30.00!!!

Guess where I will purchase from now on? Sears I tried to help save your business but apparently whoever is in charge of your corporate affairs lacks a little common sense, which is sad concerning your state of affairs. I have a forgiving heart but it will take some time before this episode will be erased from my mind. I wonder how many other good people are being pushed away by this type of company policy?

Project Manager is clueless and frankly does not care about project status or complaints. Was given the whole "Sears has been around for 1,000 years" sales pitch so, yes, we thought we were working with a reputable company. Sears contracts everything (and I do mean everything) out so no one is talking to anyone especially the PM who is supposed to be organizing everything. Sears just wants their money just like any other corporation. Should have gone with a local guy. Would have saved me about $2000 and a lot of time. If you even consider them for one second you are wasting your time. DON'T USE SEARS HOME IMPROVEMENT!

Subsequently, hours of my time has been spent on the phone with customer service, weeks of waiting for the service appointment, then waiting for parts, then waiting for the service appointment to install the parts.

I thought that we had a fix on March 18, 2014 when they installed a new drive shaft and seal. Three wash loads after the repair on Mar 23, 2014, water is leaking out from the washer. Okay, stuff happens but was appalled when I was told the first available date is Mar 31, 2014. Seriously, a week later even though their repair they just made has failed? This experience makes me wish I didn't have an extended warranty. I would dump Sears and their washer, and in the time I am waiting to for another "round" of service visits, new parts, etc. I could purchase a new washer and have it delivered and installed.

I realize that appliances may break; however, Sears service is not reliable or timely. If you choose to go with Sears - I can only say good luck.

We called the manufacturer and they said we had to mail the 55" TV to California to be diagnosed. They would repair it, replace it or do nothing if in their opinion we had caused the problem, oh and that would cost $90. We went to the Sears store. No one in the electronics department would give us the time of day. They acted like we were toxic. We finally found the washing machine salesman that would speak with us. He called the "manager" who said it was not their problem. I contacted the Maine Attorney General who has asked me to fill out a mediation form and they will mediate the issue with Sears on our behalf. That's very nice but the fact is our TV is broken, under warranty and our money is tied up for lord knows how long. Even if we give in and mail the TV to California we'll be without the TV for months. It was a Seiki SE55UY04.

It has been more than two months since the first visit from the technician and since then about 5 technicians have come to fix the washer. None of them are successful. They all tell me it is fixed, but won't stay long enough for me to run a cycle to make sure it works, and within the first wash after they leave I find out that there is something else wrong with the washer like it won't spin, it gets stuck in the middle of the wash, the lights won't come on or won't change cycle. They also advise me on what I need to do to keep it running like "use this cycle", "use this soap", "close the door this way" but so far nothing seems to do the trick.

Every time I have called your customer center to resolve the issue, I am treated horribly, and keep being transferred from one department to another and when asked to speak with a manager, they hang up the phone. This has happened countless times. I have probably called more than one hundred times to try and resolve this issue. Just recently fed up with all the calls and repair appointments, I called to ask for the washer and dryer to be removed from my home and get a refund. I don't want to keep the dryer since it is a matching set and I don't want to have a mismatched dryer when I purchase a different brand of washer. LG is not a good choice, but I was told that I only have sixty days from the day of the purchase to request a refund.

How is that possible? I bought a three year warranty from Sears. The washer has not worked for more than two months now and I am being told I can't return it unless the incompetent technicians say is not in working order. Is that your policy to spend the three years of warranty attempting to fix something until it runs out? How many times a technician has to come to my house and attempt to repair something until is considered not in working order?

I finally put two and two together and realized that I never received an invoice for the Shop-Vac. I called Sears directly on February 17 and was clued in on why I never received an invoice. They had an old address for me in their records. How was I allowed to charge and pick up an item when they had an incorrect address for me? At that time I requested an invoice from which to pay and asked that there not be late charges attached and to please stop the phone calls. I have called every week since and talked to numerous people before I was finally able to contact their National Customer Relations Department at which time I filed a complaint and spoke with Tamera employee # **. She promised she would get the calls stopped and would be back in contact with me - that was almost two weeks ago.

I have spoken with 9 people from Sears for over a month now. When I did call Citibank after the third or fourth phone call, I was still not sure why they were calling. They asked me for my Sears account number (I didn't understand that they were affiliated at that time) and I told them I was not in reach of my card, so they then asked me for my Social number which I was not comfortable with giving since I did not know why they were calling. They told me to have a nice day and hung up. Since, I have now received a letter from Citibank telling me to pay a minimum payment. Interesting that Sears has told me that they have mailed numerous invoices that I never received, but Citibank is able to mail me a letter? Sears has had my information all along.

I have the printed sheet from when I picked up the merchandise. When I called Sears and found out they had the wrong address, I corrected it and asked for an invoice. So far - no invoice has been sent to my current address. I don't believe that the burden should be mine for not having my correct information and allowing me to charge on my card. I have been a Sears cardholder for over 30 years, and have never defaulted on a payment. All I've ever asked for is an invoice with no late fees charged so that I can pay, and for the phone calls to stop. To this date I have contacted Sears by phone over 6 times and have sent 2 emails. I would think by now they should realize I am a good payer, but that there has been an error on their part.

At the time of the repair the technician diagnosed a broken water pump. I had to wait another 4-5 weeks for the tech to order the new water pump and for the tech to return to install it. I was without a washer for approx 4 months. In Feb 2014 the latch broke on the dispenser and that was a simple repair that was resolved in less than 2 weeks with Sears mailing me a new dispenser that I self installed. On Feb 26, 2014, the water pump went out again. I called Sears to schedule a repair appt and was told that the earliest appt was March 19, 2014.

I asked the Sears Repair Dept if they would make sure that the tech brought a new water pump with him as I did not want to wait another 4-6 weeks waiting for repair service to order part and return to install the new water pump. I was told that would be an inconvenience for the Repair Service Company because they had to diagnose the problem first and that I was probably wrong about the water pump being broke. When the tech first inspected my washer today, he told me that my water pump was not broke and that I had a stopped up hose.

After an hour or so later after inspecting the hose, he determined that indeed that the water pump was broke. He said that he had a Frigidare water pump and that would work. When he came back from his repair truck, he miraculously discovered that he did indeed have the exact Electrolux water pump part and that it was a miracle. Whatever! He insinuated that my water was the reason for the water pump to break. We have city water. He said that he has had the exact same Electrolux washer for four years and that his water pump has never broke. Good for him!

It's a ** not having a washing machine for 4 to 6 weeks. I was worried that my husband would have to go to work naked because I couldn't wash his clothes. He turned his clothes inside out in order to have clothes to wear. Just kidding! Seriously, I think the water pump is defective and a recall should be made. And I think it's an insult to injury for Sears to charge so much for an extended warranty and then tell me that I have to wait 4-6 weeks for an initial appointment. My warranty expires in 2017 and I guess when the water pump goes out after that, I'll buy a new washer but not from Sears and definitely not an Electrolux/Frigidaire. Thank You.

I approached a female employee, who after inspecting the washer, approached the same male employee, who said he'd call the manager. After a long phone conversation, the male employee approached me and said the best he could do was to offer the washer for $389.00. I asked how the price went up nearly $100.00 for a used washer that was advertised as new for $296.00. He stated that it was the best he could do and apologized. I got the distinct impression he was mocking me. I told him that despite the fact that I get a Military discount at other stores, I do business with Sears because of their reputation for taking care of employees that deploy to serve their country. I won't go back anymore.

I sent an email to Sears corporate office detailing what happened. Their website promised a reply within 24 hours. Their reply took four days. This is the reply I got back, which appears to be a canned reply:

"Thank you for your recent correspondence. We are always interested in hearing from our Sears customers. We apologize for the inconvenience you have experienced with the poor customer service you have received. Thank you for your service. We appreciate your feedback. By sharing your comments, you have enabled us to address the issue and provide feedback to the appropriate person. Truly, your remarks provide forthright feedback that will enable Sears Holdings to improve the customer experience. Thank you for taking the time to contact us. We value you as a Sears Holdings customer and hope you will continue to make Sears your choice for quality and value. We thank you for choosing Sears and appreciate the opportunity to assist you. We look forward to seeing you in our Sears store soon."

Monica **

Today the same thing happened. No one told him to switch the handles and besides, they didn't have the time or the equipment. The next two and a half hours were spent mostly on hold trying to find someone to get out here and do what was supposed to be done right the first time. My entire kitchen is stocked with appliances from Sears, but they have lost me as a customer. I was told they could not get someone here until the 26th, nine days from now. After telling them it was unacceptable, they managed to move it up to Tuesday, in three days. This is the absolute worst customer service experience I have ever had.

As our vacuum was in need of service, I called Sears warrant to point out that the vacuum specified at time of purchase had not been included in the data base of items covered. I was advised by one person that Sears would not add items after 30 days from purchase date of the service agreement. I spoke with another person on January 17, 2014 and clarified that the Hoover had most definitely been specified as one of nine appliances to be covered when the purchase was made and the $600 was paid.

This individual stated that he would take the steps to get the vacuum on the database. Repeated calls were made to see if this action had been made with all stating that it was not on the list. Finally on March 5, the Sears person advised me that it was on the list. I took the vacuum to the local Sears service location in Garland Texas. In that store, the data base did not show the Hoover upright vacuum, but a phone call to the Sears central office resulted in their representative stating that the Hoover was shown on her records.

Two and one half hours were wasted in that Sears store, and service was refused. It appears that Sears has a form different from the white paper form sent to us listing the appliances covered. We never received their office certificate format. Apparently the rear of their format states that no additions can be made after 30 days from purchase date of the contract.

This was not an addition, it was a correction of an error by Sears of one of nine items specified by a buyer to be covered by the protection agreement. The Hoover upright was traded on an uber-quiet German made Miele upright, ending our Hoover problems. We will never again buy any appliance from Sears. If you do business with Sears, you need to have a lawyer handy to review documents or you will be vulnerable to their management ineptitude.

I phoned the 18004694663 to schedule repairs. After two days of trying to schedule an appointment, because of course they are now realizing they just can't send anyone out to look at it, I asked if I could have the repairs done myself and then be reimbursed. The answer was a resounding “YES! Of course you can do that.” I asked, "OK then what is the procedure for this?" What do I need to do? “Oh, just email your paid invoice to this email address - csqa@searshc.com.” Wow, that was easy. I had the repairs done, paid for them, sent my invoice to the recommended email address, and then NOTHING! Absolutely nothing has happened. I've tried phoning the 800 number several times to ask if someone can check up on this but I get, "Sorry I can't help you but I'll transfer you to this dept.," then more transfers, until finally, I get disconnected and hung up on!

The last call I made I asked to be escalated to the highest supervisor who might be able to help me with my issue. I got put on hold for over 10 minutes, the phone was answered but then I was put back on hold right away for another several minutes, the phone was picked up again I heard a very audible "sigh" on the other end and then I was "disconnected" which when the "would you like to place a call" recording kicked in I knew I was actually hung up on. I have filed complaints with the BBB, CCA and all of my local TV news stations. This situation makes me so angry! I hate to be taken advantage of! I was under the false assumption that Sears was a reputable company. I was mistaken but you should not be! Do Not Buy A Sears Master Protection Agreement!

I was not made aware of the cancellation nor did I authorize it. It seems to me that the person who made the estimate should have known the type of water heater required. That is after all his job! I had been rationing hot water for the week! When I called to find out more about this issue, I was told that I would have to reorder the appropriate water heater and that it may take another week to be installed. After further consideration I decided to cancel the order due to the fact that I was getting told different things by different people and it just seemed that the incompetence was overwhelming! I am VERY DISAPPOINTED and ANGRY with Sears Home Services. I had used them in the past for a kitchen remodel and was very pleased with the professionalism and courtesy all around, which is why I called them again. POOR, POOR, POOR Customer service! BUYER BEWARE!!!!

Then I noticed while the decorator trim of the upper portion was installed correctly tight against the face frame of the cabinet but the bottom of the unit was 5/16 away from the cabinet and I could see the rough opening behind through the gap, see attached photo. I questioned the installers and they simply said that how the unit works and they could not do anything to push the unit in further and they refused to retry. I told them that I did not believe so and I would check with Sears, I noted on the page 4 of 8, on the Provider Copy of Service Order # **: Bottom of oven does not fit the cabinet, I will check with Sears. They left in the hurry and did not even haul away the old unit as contracted.

I immediately called Sears 1-800-605-2128 at 1:25, spoke to Sharon and was surprised to learn that the installers reported that there were problems with the installation. She said that the installer would call me in two days to reschedule and re-level the unit. Nobody called. 2/27/2014, I called and spoke to Shanice at 10:25. After about 5 minute, she came back and told me that I had signed off the installation and if the unit would not fit, I should contact Sears for a different unit. That was absolutely absurd. Shanice was so rude and refused to connect with her supervisor, so I hung up after trying to make sense of her a few more times.

Following the unpleasant experience with Shanice, I called Sears again and spoke to Mark on 10:35 and he told me that the installer would call me later today for scheduling an appointment, nobody called. 3:15 I went on Sears Chat line and was told to call 1-800-326-8738. I called the above number, spoke to Patty then was transferred to Victor and was told someone would contact me by Friday, 2/28. Nobody called. 2/28/2014 Called again, spoke to Allma and was told someone would contact me in 24 hours. No one called. I will continue to call and am prepared to send this issue to consumer protection agencies and media.

I called Sears and asked what to do with their appliance. They could not tell me if they wanted it back, but if I wanted my money back I needed to keep it. So under those conditions I have no choice but to have an appliance on my porch. Sears has not called and at this point Sears card was cancelled but I don't think it will bother them too much.

A week later, I was given a time between 8 am and 12 pm to expect his arrival. I took a half day off of work so that I would be home to meet him. At 11:45 that morning, I received a call from an automated teller that said that the repairman would be late. I did not receive an estimated time of arrival nor did I receive a follow-up call with a time. I called the Help desk and the attendant said that they would look into it. After two hours and three calls to them the attendant finally told me that the repairman would be there at 3 pm (three hours late). I told the attendant that I could not wait here anymore because I had to return to work. He rescheduled the visit for the following Saturday.

On Saturday morning, I received a call the the attendant would arrive between 8 am and 12 pm. At 10:10 he arrived. He replaced the board and left. The refrigerator seemed to work well until I tried to use the water dispenser and the ice maker. Nothing worked. I called the help desk and told them that the repairman needed to come back today and fix the problem. They said that they would send a message immediately to the repairman to reroute him back to my home.

Two hours later, I called the repairman to see if he received the notification to return. He said that he received no notification. I called the help desk again asking why the repairman had not been notified. They had no answer. I asked to escalate the issue to a manager. I was told there were no managers. The help desk didn't even bother to tell me when the attendant could return.

So, after four visits from a repairman I have a broken refrigerator. The repairman told me that he might need to replace the board again. So, it could be 6 visits and over 6 weeks with a broken refrigerator. I looked online for Sears Corporate and wrote a letter. Based on what I have witnessed, thus far Sears has no interest whatsoever in hearing customer complaints. They have conveniently isolated themselves from the public to whom they serve.

This is definitely not the Sears of old. I have been dealing with Sears for over 30 years. I expected top quality products and service. I have received the worst service you can imagine. It is one thing to get bad service but its another matter when the company has no escalation path and has no interest in hearing complaints. I will not be doing business with Sears again. Anyone who does business with Sears better be expecting a lot of frustration.

On February 2, 2014, I wrote to Sears Customer Service. On February 3, I received an email that said, "Based on your interaction with our Customer Care agent, Monica, how likely are you to recommend Sears/Kmart to a friend or colleague?" Monica had never tried to contact me. On February 4, I called the Sears Customer Service Line. I was given another email address to write to. I wrote there. No one answered. On February 11, we went ahead and got the dishwasher repaired while I tried to track down a live body in Sears Customer Service. This time the bill was $120.74. The problem was a clamp. There is a service memo indicating it comes loose on our model dishwasher. The price of the clamp is $12.77, including tax.

On February 16, I contacted Sears Customer Service in writing through its corporate website. I received a phone message from Yolanda ** of the Sears Member Advocacy Team the next morning. I returned her call and left her voice mail. She didn't call back. I called two more times later in the afternoon, but she didn't pick up and her voice mail wasn’t working. I sent her an email. There were now three issues. 1) We were out $120.74 for a clamp Sears knew to be an issue with our dishwasher model; 2) Sears Customer Service had been nonresponsive; 3) Sears had tried to sell us an expensive replacement part that we did not need and that ultimately wouldn’t have solved the problem. To resolve issues 1 and 2 to her satisfaction, Ms. ** offered a $40.82 refund. I had requested a full refund, but I accepted her offer. We arranged a date and time by email for her to call and get the credit card information she needed to issue a refund, but she didn’t call.

Through several exchanges she failed to even acknowledge the most important issue - that a Sears repairman tried to sell us an expensive part we did not need. I pointed out to her that if we had not refused service, Sears would have been incentivized for poor quality and poor service. I said I had been told that the same repairman replaced the same part in at least one other circumstance when it did not need to be replaced. While I could not prove that what I was told was so, Sears should have been prompted, on the basis of our experience, to do due diligence.

Even this didn't faze her. She wrote, “If the estimate had been accepted and parts replaced unnecessarily the repair issue would not have been resolved and you would have been reimbursed for the part.” Of course there is no reason to believe this is true. If we had paid for the replacement, there would be no evidence the replacement was unnecessary - just evidence that the repair was more complicated than originally estimated; and nothing in my experience with Ms. ** suggests that Sears cheerfully provides a refund. But the obvious question is, why wouldn’t Sears be eager to look into this repairman’s performance as part of its response to my complaint?

In 1992, California newspapers reported that Sears Automotive had been found to be selling unneeded parts, passing on costs to the consumer and enhancing the profits of Sears. I will assume the fellow who first tried to sell us the unneeded part did so because he was incompetent, not dishonest. But Sears would have profited from this transaction, and in spite of my poking, Ms. ** gave me no hope this matter would be addressed in the future. She just didn't see it as an issue. She showed no interest in protecting the public from the sale of unneeded parts in the future.

I explained that this was not indicated anywhere on the website or my order invoice. I was informed that this was a decision by the franchisee, not Sears. When interacting with this franchisee owner, I was spoken to in a rude, disrespectful and condescending tone. This franchisee owner told me to just cancel the installation and find someone else to complete the work. I immediately contact Sears.com in an attempt to rectify the problem. I spoke to someone who appeared very capable and willing to help me. She said that she would send my installation job to another company and I would hear from someone in 24-48 hours.

I was already concerned about this timeline as the work was supposed to be completed 48 hours later and this was what my renters were expecting. I passed on the information to my property management company and expected everything to be taken care of, as promised. After 96 hours, I had not heard from anyone, therefore I contacted Sears.com again. At this time, I was told that no one else was contacted to install my garage door, but this time they would place the order and I would hear from someone in 24-48 hours. I asked to speak to several supervisors and was assured the issue was fixed.

I had also indicated that I did not want to work with the first franchisee after having been treated in such a disrespectful manner by her. It was only at this time that I received a phone call from the same franchisee as before. Again, I contacted Sears.com attempting to problem solve. I spoke to a supervisor who stated that she would call me back in an attempt to look into the matter further. I never heard back from her. I attempted to reach her several times, but was unable to speak with her again. On December 16, 2013 I spoke with Sarah (**) asking her to cancel my installation order. She stated that she would help with this and that I should receive a refund in 7-10 business days.

She even sent me an email confirming the cancellation. As of today, December 28, 2013, I still had not received the refund. Therefore, I contacted Sears.com again today. I was informed that there was no return/refund for the installation on my account. I explained that I had spoken to Sarah on 12/16/13 and was assured that the order had been canceled. At this time, Ralph (**) stated he would cancel it and sent an inquiry about it to a case manager.

Unfortunately, Ralph and I were disconnected and when I attempted to reach Ralph to confirm the cancellation, I was told it is not possible to speak with the same person twice. At this time, I spoke to Mark (**) who stated this time he was cancelling my order almost one month after the initial purchase. I have been shopping at Sears for many years and have never been treated in such a horrendous, disrespectful manner.

I sent the above letter to Sears Headquarters and the situation was not resolved, I then attempted to send an email to the CEO and received a call from the same case manager who did not help me previously. I then attempted to file a complaint with the BBB. At this point, I was told that being reimbursed for work that was never completed was my compensation. I am terribly disappointed and feel that all should know about their customer service. They clearly don't value their consumers.

Took half day off work to get the dryer hooked up. Will need to take more time off for repairman. Last time we had Sears repair scheduled to come out... they didn't come and didn't call to say they weren't coming. Customer 'care' said WE had the wrong date. We had an email to prove we didn't. So... another half day off work that turned into a full day because they did not come when they said they would.

I asked for a refund and that motivated the rep to state that Sears would be searching for a plumber in my more immediate area. It was suggested that we get our own plumber, but that's not what we paid for. At 10:30, this morning, on the 2/21, they were still searching for a plumber. I'm quite confused by this as I only live 20 miles from a pretty populated area, Greenville, North Carolina. I think they finally gave up the search and cancelled the work order that was never valid. At 1pm, I had still to get a refund because they had to transfer my wife to the sales department to perform the transaction. She had to wait on the phone 30-40 minutes on each of the three calls she attempted to make today to get service with getting a refund.

The only call that hasn't incurred an excessive hold time is the initial email/call to actually purchase the water heater. They were awfully quick to get my money and sell us a water heater but were unwilling to actually get it installed at all for us. I am extremely disappointed and praying that my wife gets the refund she finally was able to speak with someone to request; she was told 3-5 business days. We immediately left after that call, went to Lowe's, purchased a water heater today and have already received a call from a local installer to come Wednesday of next week. Sears really dropped the ball and I will make sure that I tell everyone I possibly can to NOT purchase anything at all from that company.

There are NO independent repair service providers who will touch them. You will have to wait for parts for 3 to 6 months according to the biggest wholesaler in the Tri-state. They have to buy from the Electronics division. There is no distribution network from Korea into the USA except the electronics. So you are dealing through two tiers and a lot of red tape and order minimums and shipping that is coming from Korea eventually.

Had I known that when I was looking I would NEVER have purchased this machine. And I am single... This dryer is in a secure dry pristine basement. And it's completely dead in 20 months??? Out of warranty of course... This is a comedy of epic proportion. The customer service is horrific at best. I hope I never have to use them again for anything. I will replace appliances as soon as I can to avoid this hassle in the near future. Hope the service person shows up since they already got my $?

Good luck to all...

At 5:45 p.m., I received a phone call, the delivery drivers had gone home for the day and would be delivered on the 24th. This is after I've already waited a week for delivery. No one at Sears seems to care with you get your product or not. I've been customer service 40 years and this is the worst I've ever seen. They offered me a gift card and I told them I would not use it because I won't shop there anymore.

On 2/19 my Dad had Suburban Water Softener come to the house to look at the water softener. Suburban repaired the unit same day - it is now functional. The unit WAS repairable. Later on 2/19 I called Francis back and requested a refund to my Dad, for the $85 service call. Francis told me she filled out a refund form and to expect a call or email within 1 business day - a refund was not promised. My Dad is 81 years old. This was clearly a case of a tech coming to his home and not wanting to perform work requisitioned then taking money from my Dad with Sears not standing behind their promise or their product.

I indeed got a call back and the woman was apologetic but basically told me I had to wait 7-10 days for a refund. She stated that she was sorry that she couldn't help me resolve this issue. How weird that you processed a charge (I get getting the authorization) for an item that was NEVER picked up! She told me she would set a reminder and call me back on February 14th to make sure that my refund was completed. She then said wait a minute, I can see it in my system and that they were processed within seconds of each other.

So I contacted PayPal and opened a dispute stating that I placed an online order for in-store pick up for an air compressor, received the completed email come and pick up your order email that I was supposed to wait for, went to the store to pick up the compressor to be told, "sorry it isn't in stock, you can go upstairs and order it. Oh yea, I was supposed to call you to let you know about this." (Why on earth would I get a completed email before my product was picked???? Sears had no less than 3 hours to contact me from the time I received my completed email until the time I went to the store to pick up my order! More wasted time and money for me.) "Sorry sir, but I need a compressor today. I will have to go somewhere else and buy one (more time wasted). Is there anything I need to do cancel this order?" No it will automatically cancel since it isn't in stock; I will make sure of it!" (Yeah, that didn't happen.)

Fast forward to this past Monday. Again Sears calls from an unregistered number and leaves a message. (See the pattern.) The message states, "this is so and so your case manager so and so would like you to call her because the store manager needs to get in touch with you to process your refund." Well steam comes a flying out of my ears because I was told that it was completed back on February 1. Yup you know the story here; I call back to the long voicemail message and leave a call back number to be told they will call me back. Still no call back as today is the 24 hour mark. (This is an efficient process and so customer oriented.)

Next nail in Sears coffin as I will NEVER shop there again. Sears answers PayPal's dispute with the in-store order number.... Well dang Sears that's great but you didn't give me anything. So PayPal closes the dispute and I have to yet again open a new dispute (more time wasted). So I write this response (MORE OF MY TIME WASTE) and still I am out money. 19 days later, they don't call me back and have my money.

I called at least twice a week and finally was told that the machine was returning to the drop off location on Feb 2, 2014. I called the store on 2/3 no machine. I went to the store on 2/7, no machine. I informed the repair center that the machine was missing and spoke to Yamil who was suppose to investigate. I called again and revisited the store on 2/11, no machine, and again This time I again called the service center and spoke to Suzanne who again started a search. I also took the time to write a letter to Sear corporate headquarters.

I received an email telling me that they were investigating and looking for my machine. I just got another email from customer service who informs me my machine was delivered to the store on 2/3 via UPS and guess what NO MACHINE AT THE STORE. These people do not read your complaint. They do not investigate, they give you rote answers of apology and I bet you feel frustrated but nothing is done. I have many major appliances from Sears and all under extended warranty. Our relationship is over. I have demanded restitution and a replacement. I will update this review when I get results.

Of course "Would you like to use your - insanely high APR% - Sears Card today?" No. Literally waited 20 minutes, 2 people in front of me, and it took me about 7, 8 minutes for my own transaction - just to buy a pair of $20.00 socks... The patience of the couple in front of me, the people behind me were running extremely thin. Mine was pushed to the limit. After the questions about some profile, e-receipts, pushing touchpads... I just said "I just want to pay cash for this and leave."

I don't know if I can blame the cashier, she HAS to do this up-selling nonsense, the usual nonsense in retail or she could lose her job - I did the routine a long time ago, it stinks. But c'mon, one tiny purchase should not average 5+ minutes per person. If you are going to pull it, then get more cashiers to deal with the lines. Whatever the case, I'm done with that place. No wonder this classic US company is going into the cr*pper!

Beware the Trojan horse. Tech came on 1/10/14 and replaced clutch, transmission unit. He said washer agitated with no clothes in it. He left, it wasn't pulling clothes down to wash or agitate. Called again and tech returned on 1/17/14. He ordered dial, knob and cap. Another tech showed up on 1/27/14 to find the knob was fine and the dial was for the wrong model washer but was fine as well. Told him my husband said the bolt was coming up and he replaced the bolt with a new one, since he found the old one was stripped and had no washer. The first guy didn't check that?

This tech was already running late as his earlier appointment ran way over schedule so he put the washer on and said it sounded fine and call back if it still was not working. Again, clothes not being pulled down and washer not agitating. Called back and got a tech to come on 2/3/14 which was the 1st guy (1st and 2nd visit). He stayed 10 minutes and emergency ordered a new motor from the factory as he said there was nothing else left to replace. Told me to call customer service when I receive the part in 2 days and tell them it was an emergency order so I wouldn't have to wait another 7-10 days. I received the part in 2 days and called CS, who promptly gave me an appointment for the following Saturday, 2/8/14 from 1-5pm. At 3:41 on 2/8/14, the technician's truck broke down, CS said.

Really? Do they honestly think people are THAT stupid? How insulting and placating the CS department is. I know a job like replacing the motor will take more than an hour, so my job got cancelled. I did not want to reschedule another 5-10 days later appointment although I had to in order to try to get an earlier one because that CS rep could only make a new appointment. I agreed to the Friday, 2/14/14 date and called another CS number to try to speak to a manager and get the appointment moved up. I explained to the CS rep that it was an emergency order and the part was already in my home. No manager was available so she moved it to Thursday, 2/13 instead of Friday, 2/14. Come on.

I was now behind in trying to finish cooking for a big cub scout event and handed the phone to my husband while I was waiting to speak to a manager because I now wanted my service agreement cancelled and a refund issued. Too much runaround and I was done with the BS. No manager available, as usual, but the rep transferred my husband to a technician, who, after hearing our story, told my husband we should have the appointment cancelled so we could get a case# from the service warranty department to have the service agreement cancelled and a credit issued for us to get another washer from Sears.

Sears has spent over $1,000 so far to fix this washer??? That was better than nothing, even though it wasn't a refund. I just wanted a washer that worked at this point. Transferred by the technician, my husband once again told the story to the rep in the service agreement department and she said that, since we had the part, she could not cancel the service agreement until a technician came to the house and declared the washer unfixable and obtained the motor part. I offered to bring the part to Sears to be done with it. My husband said we would not wait another 5-10 days for this to happen so she gave us an appointment on Monday, 2/10/14 between 1 and 5pm. You guessed it. No show.

I called back at 3pm on 2/10/14, inquiring whether a tech was on his way, since I received no call or email confirming the appointment yet. CS rep said there was no appointment scheduled for us and would we like to schedule one. What a surprise. What happened to the emergency order? He told me the last note in our account said my husband cancelled the 2/13/14 appointment. Nothing about the entire conversation with the service agreement department. How convenient. I told this rep that I was disputing the service agreement charge with my credit card company, as they did not deliver the services promised in a reasonable manner. I am going to file a complaint with the BBB and I am filing one here with Consumer Affairs. I insisted that a manager from Sears call me, and I was told I would be contacted within 3 hours. Still waiting for that call.

Sears gave us another number to call for Kenmore as now this is not Sear's issue. As a retailer who sells and promotes Kenmore, why are they not doing everything they can to help resolve this issue. Read online many customers are having this exact same issue with this exact same product. The Sears Customer Service is unacceptable.

I asked him how can he say that by standing in the driveway... he said the items should be freezing. Well.... to his surprise nothing was frozen in the fridge, they were cool. I told him that alone is a red flag... that the items aren't frozen. I also said that my contract was up in January and I just wanted to get everything fixed, that I needed a screw that was on the hinge for the door and one of the draws was cracked. He said the Door was a big Job it would take 3 of us to do this... (really?) The repairman sat in my driveway for at least an hour talking on the phone did not work on the fridge at all. He got out of his truck and told me to call Sears parts dept. They will tell me what is going on. I called the parts department, they told me they are looking for the parts in the archives and will get back to me by the 10th of January 2014. I explained I was concerned because my warranty is up in January... he said, "No problem, I will get your warranty extended." which he did... until March 2014.

I called January 13th, I got a representative that stated the repairman that came to my house diagnosed the fridge as being damaged while being moved to the garage, and that it was abused! It’s not like I have a family of kids... me and my husband! They said the warranty was nulled and voided. I asked why did they tell me they were looking for parts and extended my warranty... and how did they come to the conclusion that they did. I asked for another repairman come out, or a supervisor come to the house to confirm and explain how they came to that conclusion. They said I would have to pay for it! I didn't get anywhere and wrote a letter to the CEO of Sears, Eddie Lampert. Mr. Lampert never did get back to me and had another rep. from Sears call me, name "Kavita". She said she was from the customer service department.

Sears is in big trouble if this woman is in charge of customer service for Sears. There was no resolution whatsoever and she encouraged me to take the route of notifying the Better Business Bureau and Consumer Affairs so I am taking her advice. I just can't help but wonder if there were Senior Citizens or people who just didn't know where to turn to and just threw their hands up and accepted the answer Sears gave them, which was nonsense and nothing but a fabricated lie. They don't want to go to the time or expense of repairing an older fridge. It's a shame... even if it cost 1,000.00 to repair, it would be worth it. The best advertisement you can get is word of mouth.

Sears use to be a reputable and standup company for years. I grew up with Sears and am a long time customer. I am extremely disappointed in how this situation was handled. Very unprofessional. There was a time Sears took pride in their customer relations/satisfaction. I guess customer relations and customer satisfaction and standing by their contract agreements is not a priority for Sears anymore. It's just making the sale! If this helps but one person out there, it was worth my time and effort.

ST#1 didn't want to check the wire harness. He said if the board lights up (which it did with the E31 code), then the wire harness is fine. This is untrue. I asked him to check it twice and he repeated the same thing. Then he told me that it would cost $1,500.00 to fix and could he have my check or would I like the $500 coupon to purchase another cooktop at Sears? I told him I couldn't make up my mind so fast and I needed time to think about it. He leaves. Basically he wasn't about to do anything and is a salesperson for Sears.

I try to get my money back for the Service Dumb Agreement Non-Protection Plan and the Service Protection Team in charge said that they would have to deduct $75.00 for ST#1's trip charge. I would not accept this because ST#1 didn't do his job. I didn't get anywhere with them. I then called Customer Solutions and finally on February 3, 2014, I spoke to an understanding person by the name of Gloria. She sent out another Service Technician and we'll call him ST#2. I told Gloria that I expected him to take the cooktop apart and check the wire harness and she agreed that this should be done. When ST#2 arrived, before I let him in, I told him that I expected him to take apart the cooktop to get to the wire harness and he said okay.

He starts taking it apart from underneath the cooktop and he's working inside the cabinet. Then he says, "Your cooktop is caulked into the tile and is not accessible. I need to lift the cooktop out to get to the wire harness. You will need to cut it out of the tile and when it's accessible call us back." I tell him to stay put and I call Customer Solutions and speak to Ana. She calls the installation department and they tell her that they would charge me to take it out. At this point, ST#2 realizes that if I sign the waiver that he will cut the cooktop out of the tile but I am no longer trusting him to do this. I am visualizing him destroying my tile and then saying "I warned you. You signed the release." So, I don't sign the release and I tell him I want the $500 coupon and I will buy a cheap Whirlpool cooktop which will break within 2.5 years and just keep buying new ones.

I considered getting a Master Protection Agreement because ST#2 said they're great and you can protect 10 appliances (including garage door opener, treadmill, elliptical, water heater, vacuum cleaner, central heating/air) and get a tune up once a year per appliance but I went on Consumer Affairs' website and saw page after page of unsatisfied Master Protection Agreement victims so I'll get cheap appliances and just keep replacing them. ST#2 said that appliances are designed with speedy obsolescence in mind so no reason to pay a lot of money for them. My experience with Sears on this matter is that they're extremely inflexible and are completely money-motivated. Their customer service is poor.

The dishwasher quit. The dishwasher was so perfect and no dish left that dirty. The fellow that came out took the front off and came back a month or so later. Put a new front on the machine. Now who knew that the dishwasher is basically the front only and the box part is the same with all machines. So the new front was for a dishwasher that was what the cheapest builders I have ever worked with in the last more that thirty years in real estate put in new homes. Come to think of it none of those builders are still in business. This front has turned my dishwasher into something less than a dishwasher. I now wash everything before I put it in and that is nuts!

The repairman stood right over me as I filled out what I thought of him. Well here is what is going to happen in my life... no more Sears Products. All those years and all the money spent to protect myself from repair bills... what was I thinking! From now on it goes it leaves and I save money and buy new! They should have just given me a new one and I would have paid part of it or whatever. Their choice of repair people and companies are sad except for the great guy that worked on the range who knew what he was doing and was really a nice guy.

RUN FROM SEARS. They are the worst company ever. That’s why they are slow and not doing good. They scratch my wall so they said they were going to give me a $50.00 gift card. I said it would cost more than that to fix the scratch… Spackle twice sand and paint if you can find me someone that would come out 3 times to a house for $50.00. Please give me his phone number. SEARS DON’T CARE AND THEIR PEOPLE ARE NASTY ON THE PHONE.

That was the start of the nightmare as I have called all departments that you can think of getting the run around from one department to the other. I was told I have to remove the glue and make the cook top accessible to the technician. I spoke to someone today and they said they will review my case. If they do not fix the problem, I am ready to the next step which will be a lawsuit. I found the following website for a class lawsuit, **. Hope someone from Sears read this and take care of this issue.

I told myself these things happen from time to time and I had, up to now, fairly good experiences with Sears. I used to think that my satisfaction with Sears was due to their subcontracting to Whirlpool but the Service guys that fixed these first two issues told me my refrigerator was actually LG manufactured. Now the real issue has surfaced. I noticed that in November 2013 that the black finish on the outside of the freezer door, where the water and ice dispenser are, was bubbling, corroding, cracking and flaking. Upon further inspection, I find that after a little less than 3 years after placing it in service, the door is starting to rust out. We keep our appliances impeccably clean and the kitchen is temperature controlled year around. As I got ready to call the extended warranty, I read the fine print, fine that rusting doors are "cosmetic" and thus not considered covered under the extended warranty. These guys cover themselves well for everything they know will probably go wrong with the appliance!

I then did an internet search for folks reporting similar problems and found that this is a very common defect but Sears is not accepting responsibility for an obvious LG subcontractor metal preparation defect. I could tell from the various complaints and dialogue on social media that trying to work with Sears (again, not your father or grandfather's Sears) would be near to impossible, create more cost and worry for me (I am a heart patient to I avoid such drawn out conflicts). I will do what most of the other complainants on this defective product have done - just never buy another Sears product again (and certainly not an LG product). Learned my lesson - moving on!

Okay, well long story short and three phone calls later and $250 spent at laundromat they show up on the 24th!!!! Well they get here at 8:30 assess problem and have to wait till 9:00 before Sears would answer phone! Now remember Sears set the time up!! Well the tech guy says, "I hate to tell you but all three major components of this washer are blown up and I can't pump this water out which has been sitting for two weeks and is smelling like a dead animal!" Then Sears (at 9) tells him that they had a snow storm in Texas and they are closed so they can't order parts might be up to ten days!! And we will hear from them when parts come in!!

So my husband was really mad and called Sears. The guy said he couldn't do anything and put us through to customer service! Ha ha he was on hold for 1 and 1/2 hours! NO ONE ever answered!! So he called Sears store where we bought it. The lady said she would call her general manager and get back with us. Well my husband called her three times after checking back with her and the last time he called, she said she was leaving at 6 and she would call him before she got off. Well guess what NO CALL!!! So husband called over there and they said, "Sorry sir we can't help you out!"

Back to square one!!! My husband got back on phone searching for help again. This time they told him his parts were ordered today! Well isn't that funny! wWas gonna be 10 days!! Still don't have a washer but we have that great warranty!! So now we have to wait on parts!! My husband said he's a great mind to load this thing up and take it back to the store and demand his money back and make sure everybody in store knows why!! So please be careful and DO NOT fall for their little speech about extended warranty because all you get is high blood pressure, the run around and a very long extended wait time!!!!

I never received an email or a refund. I called back on 5 separate occasions, on hold for over an hour each time and no one can resolve the issue because they show the order as "confirmed" in their system as cancelled but no refund issued. I even spoke with a supervisor who escalated it to a "research team" who was to call me and give me an email confirmation, neither of which I ever received. 2 months later, I have no microwave, no refund. Thank you Sears, I am so lucky to have paid you $499 + $169 installation for something I never received and never will receive. I also apparently will never get a refund according to your "customer service".

The fun doesn't stop there - I also ordered a Kenmore washer that was supposed to be delivered the same day as the dishwasher. My husband by the way has taken vacation days from work on all these delivery dates to be there. The washer was set to be delivered between 3-5 that day. Never came. I called Sears, they said they were running late and to just wait. 3 phone calls later, being told they are "on their way" I sat there at 9:30pm with my husband and sick child to find no delivery ever and no call. I called the next day and they said they would look into it but the delivery company had no idea why no one ever came, I would be getting another email they said to update me on what happened. No email, no call, no washer.

I called again and this time they told me it was damaged in transit and they would deliver the following Monday, husband schedules ANOTHER vacation day to receive the delivery. Surprise, they call me that Friday to say that they are on their way to be there between 1-3, I say - no, it's scheduled for Monday, so they cancel it out. I ask for the # to the delivery company and they say they don't have it. No one can at this time confirm an appointment or time or date for delivery of this washing machine, all they keep telling me is to look for an email update which I never get (ironically when I purchased these items, I seem to have no issue getting a receipt for the purchase from Sears so it's not an email issue). So now I've paid $600 for a washer I never got either. At what point is this theft of a person's money? I guess local police are my next option? Don't even know what to do at this point. I am cancelling my Sears credit card and will NEVER shop there again.

So we take the table back to Sears but of course they don't have it in stock so we wait a week drive back to Sears (now you must remember that Sears for us is over a fifty mile trip). We drive back to Sears pick up the new one get it home and it is BROKE. Call Sears, they tell us they will deliver us a new one for free. Delivery comes today and it is a CRIB. My baby is 16, don't need a crib. Now I have called Sears customer service twice been on hold for over ten minutes every time and then my phone seems to get disconnected. Can someone tell me who I can talk to get this resolved.

UPDATE: I was contacted by Nadia from the executive office who was going to call me back by the end of the business day Saturday. Today is Wednesday and still have not heard anything. Received a call from Sears customer service today to inform me that the air hockey table has been discontinued and a resolution department will call me within 24 hours to see what can be done. I want my money back and for Sears to come pick up this ** broken table and I promise to never walk in your store again.

Sears is a joke!!!!! And I will be blasting this message everywhere I can. Today is Jan 22, 2014. I purchased the original table Dec. 21, 2013 as a Christmas present for my son. He still does not have his Christmas present. The store manager never called me back, the warehouse never called me back, the executive office Nadia never called me back and when I finally get a call back, it is to tell me it has been discontinued since I originally ordered it.

On January 8th, I heard from Corporate and they asked I call them. I did and sent them copies of my warranty, they agreed that it "appeared" that I did have a warranty. I was then directed to The Optical Headquarters in New Jersey, with once again, a couple more days of delays and missed phone calls. By this time I had purchased new glasses (my eyesight is really bad and waiting is just not an option). New Jersey finally decided that I did in fact have a valid Warranty and they would have a "District Manager" get in touch with me regarding compensation and, you guessed it, a couple more days and the District Manager said they would honor the warranty. I informed him it was too late, I couldn't wait for them to get their act together and had purchased new glasses and I wished to be compensated for the money that I had to spend because of them, he refused and told me to "do what I have to do"!

This washer is only five years old. For the first two years it was just my husband and myself. For the past three years since my husband has passed, I am the only one using it. I find it ridiculous that it has to be replaced, but I cannot continue to be without. I purchased this washer for the ability to wash comforters since I own dogs that do sleep on the bed and it was very inconvenient to always be going to laundromat to wash comforters. Even though I was told the washer could handle comforter' sheets, pillowcases in same load, I never risked it, and only put in one comforter. Needless to say, this washer was not abused. I look forward to hearing from you so this matter can be resolved ASAP.

There's No Time Like The Past... This is an email sent to case worker at Sears executive office case mgr as she continued to call me while I was at work, and kept leaving me snide messages re: how many attempts she had made to reach me. I returned all of her calls and got recording stating she was with other customer or away from her desk offering the best way to reach her is through the email address to which I sent above correspondence. She did not answer email and continues to call me while I am at work. As of today 1/15/14, a tech was again supposed to come to my house. He cancelled.

The service manager also indicated that because the 1 year manufacturer's warranty was over, and because I didn't "insure" my new fridge at the time of purchase, SEARS could only offer me 10% off a new Kenmore fridge. The gasket I replaced in the first year cost $180, so the 10% he offered doesn't even cover that! Since ALL the internal plastic parts have disintegrated as well as the internal plastic supports, I really am not interested in purchasing another Kenmore fridge. I have read many comments online over the past two months about other SEARS customers who are being given the same treatment by SEARS.

I would like SEARS to take ownership for my disintegrated fridge parts and stop trying to lay the responsibility on me... I have been a loyal customer since 1979 and this is how they treat me! I will NEVER shop at SEARS again if they do not act with integrity in this matter. Again, from research online I know that there are hundreds of other people facing the same lack of customer service and the same indifference towards the lack of quality of their Kenmore appliances. The customer is last on SEARS list of priorities.

When the Sears repair man came out on the 19th, he agreed with Crown's findings and said he would not touch the furnace and call his boss about the issue, I never heard a thing from Sears. I have called Sears multiple times about the issue and keep getting the run around!On 1/3/2014 furnace failed again. The first repair on the 16th was gas valve, on the 3rd, 24v transformer and gas valve failed. Crown warrantied gas valve, found 24v transformer from old furnace still connected to thermostat wiring sending 24v to new furnace control board causing failure of multiple components in furnace, a direct result of furnace not being installed correctly! I have paid for over $600.00 in repairs due to the furnace incorrect installation. When will it fail again? When installed I never saw a permit nor was the installation inspected. Sears needs to step up to the plate and resolve this issue!

The appt that was offered was on Jan 23. I was not happy at that point and asked for supervisor. Waited for approx 23 minutes before speaking to supervisor who said she could do nothing. I asked for the name, telephone number and e-mail address of the person in charge of all the repair scheduling. She stated that she did not know who that was and could not give me a telephone number but could give me an email address. I requested the information be sent to me via my e-mail address which was already on file. She said she could not do that, she could only give that to me verbally if I wanted it. Now I cannot even get a person to verify my appt. The website states you can schedule your appt online but that is not true, you are referred to a telephone number to call to schedule an appt. FRUSTRATED!!!!!!!!

Sears do you really care that little about your customers to not follow through with what you claim? We are sending back our new purchase of a washer and dryer and going to some other store to buy. WARNING: Do Not Patronize Sears, BOX stores DO NOT CARE about the consumers!!!! Addie ** and I are EXTREMELY DISPLEASED with the lies and fraud perpetrated by Sears and Sears Home Delivery!

He never called or showed up. I finally got a hold of a customer solutions represents, Renee ID#**. She was extremely rude, unprofessional and useless. She told me my part is not in yet and my appointment for today is cancelled and rescheduled for January 15. The problem is no one ever called to even cancel today's appointment let alone schedule a new one! I am disgusted with Sears and will never purchase a product from them much less a warranty.

The delivery truck showed up and the driver informed us that our dryer was being delivered. I advised him that it was a washer and a dryer and I refused the delivery. After he called the call center he handed me the phone and the person on the phone started to give me a hard time so I asked to speak to a supervisor. She hung up on me. The call center called that evening to inform us that our washer will be delivered on 1/6/14. I told the person it was a washer and dryer not just a washer. They lied to me by saying yes it is both.

On the 6th we got a call telling us that the dryer that was in my driveway on the 4th was back ordered and the delivery would not take place with no future date disclosed. I called the woman a liar and reviewed the events of the 4th to her. I then told her to cancel the order. She said it would take 6 to 10 days and I would receive a refund but I would have to pay the credit card. I hung up and called the store and went into a phone circle with no one that could put me through to a person who could help me. After about 20 minutes I was connected to a salesperson named Joan who canceled my order. She spent 10 minutes trying to find a manager which never answered her pages. The store manager and brand manager were still not in the store at 11:30 AM. She did the cancellation her self and mailed me the receipts which I received the next day. We went to Home Depot the next day and bought an LG washer dryer. I have spent over $6,000.00 in the past 2 years with Sears to purchase new appliance but now my relationship with Sears is over.

Motor was to be expedited that day and the tech would return same day. Unfortunately, Sears dropped the ball and the motor wasn't delivered until 12/11/13 and more unfortunately, it didn't fix the problem. Techs returned 12/18/13 and again not fixed. Techs returned 12/21/13 and determined it was the transmission (#4). Transmission ordered & Tech came 12/30/2013 to install. This time Tech determined the control panel was the culprit and the control panel was no longer an available part; therefore, our washer was not repairable and the Tech submitted such to the Tech group.

It is now 1/3/2014 and we have not had a washer for over 4 weeks and during the holidays! Sears has repeatedly told us one thing, done another, can't commit to anything, etc. We are now expected to call again tomorrow and hopefully not be on hold 25 minutes before talking to anyone. Maybe everyone will agree that the washer is not repairable and we will get a credit to purchase another washer. And, if anyone thinks that that option of the MPA is a good deal - it is a credit to be used at a Sears store (not even a credit to a Sears credit card account) based on comparable washer in today's market depreciated for the years of use.

When I inquired about cancelling the MPA and getting a credit for the unused portion I was told that you couldn't cancel the MPA and it would be applied to the new appliance. Given the headaches and runaround we've experienced, why would I ever want to invest in anything from Sears particularly their MPA? This is a racket and they don't service what they sell! After having purchased washers/dryers and MPAs over the past 35 years from Sears, we are looking at alternatives and I would suggest others do as well. By the way, A&E is the same as Sears so be forewarned. What is most unfortunate is the Technicians aren't to blame - the runaround, bureaucracy and lack of customer service from Sears is totally at fault. It is no wonder that Sears is not the company it once was and is in a significant decline.

I called customer service and they told me the board that was repaired would not fix the problem. She said she would schedule me for Jan. 29th. I asked to speak to someone in charge and their supervisor would not even speak to me. The customer service rep said it would be best to call back on Monday. Called back on Monday and they said they would be out Friday for the repair. The service technician came out Friday, Jan 3rd, today only to verify the oven wasn't working and to order the parts.

What the hell... the woman I spoke to on the previous Friday told me what parts needed to be replaced! Oh, did I tell you I missed New Year's dinner as well! Spoke to customer service again today, and the earliest they could replace the part is Jan 13th... if I get the parts on time. Total BS, they can overnight the parts to me and install them on Monday, Jan 6th. This has got to be the absolute worse company I have ever dealt with. There is no way that I or anyone I come in contact with will purchase anything from Sears. Oh, did I mention the customer service supervisor I spoke to today, gave me the wrong information to expedite the issue to someone else AND told me there was no one I could speak to beyond her! Lovely customer service! BUYER BEWARE!!!!

On 26th of Dec, a day after Christmas, the long awaited specialist came and worked on it. Checked all he needed to and left. Few minutes after his departure, the cook top quit again. We called immediately, but we're told that the service order had been closed and new one needed to be created. The next date was 9th of Jan! On 30th of Dec., I have been on the phone from 9 am to 11:15 and got nowhere. And all I needed to know was what the reasonable time for Sears repair of a major appliance was. When we bought all our the top of the line appliances with the master protection we were sold a big fat lie.

The people in position of authority are either so detached from what made Sears once a great American company, or they do not care! Too many chiefs and not enough Indians! If Sears intend to stay in business, they need a serious revisions of their business practices! I will never buy one more thing from them and will share my experience with as many people as I can!

So a whole month without a refrigerator during the holidays. I paid for an extended warranty to be out of a refrigerator for a month during the holidays?? You think they would just send me a new one or I could pick one up a lot quicker? I thought sears would have figured this out. Especially through the holidays. I had plans for family to come over for Christmas dinner and a New Year's party. Which all had to be cancelled. Not a very nice holiday. We do have insulin in the refrigerator and they did offer reimbursement of $160 for a small office type frig. You can't cook and live out of that? I do plan on filing forms out for all the food I lost including my turkey and they are suppose to reimburse up to $250.00. They probably have 1600-2000 dollars already invested in repair service plus $160 reimbursement and $250 food lost. Not real happy right now. :(

My husband called on Thurs. morning and talked with a young lady who said they will get back in contact with him. I said that was odd. Why did they need to call us back I said. So after 3 hours I called, and was on hold for about 15 min. before I talked to 2 different persons before connected to a third person Chauncey, which I was on hold for 6 min., who assured me a tech person would be out Fri. morning at 8 a.m. because we would leave around 10 to finally go out of town. I wrote down every name, no. and how long I was on hold to get this problem resolved. Fri. comes it's 8 a.m. 9 a.m. so, I called the no. of course that the sales person points out on your receipt if you have a problem on with the merchandise.

I spoke with a person in the repair dept. and he tells me he doesn't see an order for a tech guy to come out Fri. morning Dec. 27th, asked to speak to his supervisor Mike who was no help and connected me to the tech dept. which I spoke with Bridget who was a great help and let me know she saw the order for Sears to come out on Sat. morning and apologize for any inconvenience. I told her thanks but, I need them to come now, Fri morning. I decided to go to the store at 10:15 where we purchased the fridge and spoke with the manager William. I told him the problem and I needed someone to come now because we were going out of town and I did not want to lose my food. I felt he wasn't a help and asked for a no. to corp. He gave me the same no. I had on my receipt.

I said that it was not corp. phone no. and I would like to speak to another manager. He said he was the only one there. I was getting very upset now because talking with him, one time he said he could come out to fix it, another time he said I couldn't return the Fridge. Now I have no patience so he says to me, "I'm not going to talk to you. I see that your husband purchased this and I will talk to your husband." How dare him! I said we are one and we came in together to purchase the Fridge. He went to an office and called my husband, came back out and asked me to leave the store, he will only deal with my husband.

I called my husband and he met me at the store. We went in and ask for William the manager again and he told my husband no one could come until Sat. morning or he would give our money back but, earlier he told me the fridge could not be returned. Also my husband asked him, "You don't have another person over top of you in the store," and he said yes but told me no. He goes to get the store manager, comes back and says to my husband, "I want you to know we have to stop everything in the back of the store had to be shut down with loading the trucks and the east coast could not run while the store manager comes to talk with us." REALLY!!

Sears, what type of managers do you allow to work in your stores. I worked in retail over 25 years. The manager Chad ** came out to talk with us but, was really no help and said that he gives William the authority to make decisions. I did ask what time did he come in that morning and he said 9 a.m. I wonder at this point why did the manager William have to lie and let them know that we would no longer be Sears customers any longer and I would share this with my family and friends. I have been a customer of Sears for 45 years, got my 1st sewing machine when I was 10 years old.

Sears called us Fri. night and the recording said they would come to our home around 5 p.m. - 7 p.m. A week of getting nothing done because Sears repair service is not good and they don't seem to value their customers spending large amounts of money with their business. I would like to see Sears making sure their employees know the company polices and management learn to speak with customers with respect. Also, Sears the company you contract out to will value your customers. I had to go into your store about 16, 17 years ago about having someone come out to my parents that had windows put in they bought from Sears but when the repair service had to come out, My dad called all morning long and got nowhere. I had to go into the store and just so happen the district manager was there from Chicago, Illinois and someone came out right away to repair the window.

I have used Sears stuff for 30 plus years and this will be the last time I buy from Sears.. Horrible customer service and they won't stand behind the stuff they sell. (p.s. I clean the lint hose and trap and rear housing once a month to make sure).... Don't buy junk from Sears, you will get the run around and 10 different numbers to call.. P.S. I own my own business and I would never treat my customers the way their network of B.S. STAY AWAY FROM SEARS...

to talk to a supervisor, I was told that I would have to write a letter to them. The worst part is that she couldn't give a good address.

Within a couple of months the microwave failed with an error code TE. It was still under warranty and was serviced by Sears. The touchpad was found to have failed. The technician told us that he had encountered the error on several others of this model microwave and suggested we purchase a service contract to protect ourselves. We declined telling him that his advice was a form of extortion. The repair cost was just $11.00 less than the purchase price of the microwave new; however it was free to us under warranty. As you may have guessed, despite minimal use, the microwave again failed with an error code TE. This time it was of course out of warranty. I contacted Sears about their manufacture of a defective product and asked for a full replacement at no cost to us. While not told in these exact words we were left to "pound sand", as they refused to replace it.

While in discussion with Sears about the issue, I learned that this model was no longer manufactured, and that the touchpad required to fix the problem wasn't made anymore either. Despite the product being sold under the Kenmore Elite brand, they took the stance that they weren't responsible for its defective manufacture as it was in reality a SAMSUNG microwave, marketed as Sears.

So here we are with a $600 microwave only 16 months old, that's failed TWICE, that can't be repaired, and is now nothing more than a decoration in our kitchen. I'm curious if anyone else has had a similar problem with this model microwave. Needless to say we are no longer Sears, nor Samsung customers... However neither seemed concerned at losing our business. The burden of replacement for the defective microwave has fallen 100% on my wife and I... Buyers beware!

At that time the statement was made that the main PCB board needed to be replaced. Fine, and the service call would be under the 90-day repair from 9/21/13. Great, except I was responsible for the parts, which amounted to $167.00. Really, the labor was covered but not the part that "was the problem from the beginning"???? The installation is to take place on 12/23/13. I called the Sears escalation office and talked to the "manager" by the name of Terri. She offered me a 10 percent discount, only for that day, on purchases at the local store where I bought the kitchen units. I was told at that time she would do nothing for us. We were welcome to purchase a warranty for $240.00 for one year's repairs. REALLY, I should pay 20% of the purchase price for another years repairs!

I respectfully declined! I expected to at least be supplied with at least one year service contract, but really expected to be given a 2-year repair contract. I don't feel this to be out of reason with the fact that this has been an ongoing repair on a sizable kitchen purchase. At this point, I really expect this unit to be replaced with a new unit of my wife's choosing. At almost 70 years of age, I have been a customer and purchaser of your appliances for 47 years of marriage. But never again. We need to replace the clothes washer and dryer soon, but it will not be at Sears, unless and until this is rectified to my satisfaction.

I can't believe that this is the only Fridge that has this problem, and that there is not a permanent fix for this. At this time I don't need an attorney to contact me, but could change my mind. Please feel free to contact me about this problem. The model of this unit is 253.7031 with French door bottom freezer, in stainless steel. Please advise by email or by phone as to when I can expect this to be resolved.

Money still has not been credited to my account where they charged my Visa card. I am now getting credit card bills on that after they took the money straight out of my checking account. I have called 3 times to have them credit my Visa card and every time they tell me they will within 24 hours, to date, this has not happened yet. I am so frustrated!! I WILL NEVER ORDER FROM SEARS AGAIN. They are very nice to you until they get your money. Then they are very rude and just try talking to an online manager. Good Luck. I order stuff online all the time and never have any trouble until I ordered form Sears. Never again! In my opinion, they are the worst I have ever dealt with!!!

Sears' response to me was that I shouldn't have cashed the check, that I received the check in error, and that my Sears account had been credited the amount. Now they refuse to make it right, stating that I'm trying to get back more than I'm owed. How was I supposed to know I wasn't supposed to cash the check? Why should I pay the returned check fee and my overdraft fees for a check they sent me in error? I'm furious and frustrated, especially since this is Christmas time and the money they took from me was my children's Christmas presents.

Sears, what was the point of me having to do a two-step for the past weeks with the executive office only to be thrown back into the lion's den. The reason I contacted your division is because of the rude and incompetent service the home office administered. If you did not want to abide by the warranty, you could have told me that 3 weeks ago; instead of having me spend hour after hour dealing with you folks. It's a shame my mother ever purchased this predatory extended warranty. I received a call today from a manager in the home services department who now ensures me that he will send out his best repair guy.

Sir, where was this gentleman the past three weeks while my mother was sitting in a cold house. When I explain that the unit needed to be replaced he says "What, do you think, we should replace it because its old." What I expect Sir, is for Sears to honor their agreement to replace the heater that my mother has surely spent almost $5,000 to have insured over the past 20 years. This will be the scenario for tomorrow, when the top-flight repair guy shows up. He may miraculously resurrect this heater from the dead and declare that it is fixed. Shortly after leaving the premises, the heater will cease to work. When I call into complain about the unit not working, I'll be told that it is no longer under warranty. Sorry, I do understand, but there is nothing further we can do for you . I have it in mind to take that furnace apart piece by piece and ship it back to Sears as a souvenir. Sears, stop lying and deceiving your customers . You'll sleep better at night. I promise. Merry Christmas Mama, I hope you'll thaw out next spring.

The second repair order stated that the battery and Charger had been replaced. I decided to look for myself. I found that the battery had not been installed properly. I used parts from the previous repair to finish the battery connections. After that, the mower ran just fine.

I spoke with Tony ** of Sears Executive on Wednesday December 11, 2013 regarding case number **. Tony told me that I would receive a $75 store credit via email by the end of business the following day. To this date, the only thing that I have received from Sears is their generic customer no-service responses to my Facebook posts. I will not be buying any more Repair Protection Agreements (warranties) from Sears in the future. I am not very likely to shop at Sears any more.

I have been a Sears customer and cardholder for almost 20 years, and have spent my entire adulthood working in criminal justice and the law, and would never lie or falsify information for unjust enrichment. This also appears to be a new development, because the tracking information, as well as UPS, and Sears, initially stated that the packages were left outside the front door. I also spoke to a UPS CSR by phone on 12/11/13, and she also stated that the package was listed as dropped off at the front door around 7:34pm. I would love to see a copy of my "signature," because I can guarantee that my very distinct handwriting is not on any delivery receipt. I also called the customer service number this morning after receiving this email and was accidentally hung up on while on hold. I am very disappointed in Sears on so many levels.

Next appointment made - and he's sick again. Well, finally, A MONTH AFTER THE ORIGINAL SERVICE CALL, all the parts are in! And the serviceman comes back. I ask him, "Are all the parts here?" Says he - "Yes!" Guess what - oops AGAIN - he discovers he still needs one more part! (No, I am not making this up.) Well, the laundromats are getting rich off of us, our family is passing around a stomach virus (kind of hard to clean up the infected sheets and blankets), and at least now, Sears gets serious and overnights the missing part. And they schedule the technician -TO COME IN TWO WEEKS!!!!!

My wife and I spend several hours on the phone and get absolutely nowhere (but only one guy actually hung up on us) - because not a single technician is available to come do an emergency appointment to fix up their colossal screw-up, not even to put back the drum so we can have our leaky-but-working machine. It's over five weeks and counting... Anybody have a washing machine available???

A week later, we went on vacation for 26 days and returned to disaster, rotten food. Called Sears again. After a lot of calls to Sears and the store, a service man showed up and declared the freezer not repairable and said Sears would deliver a replacement and take away the old one. Again, we call Sears and they tell us we have to call the store. We called but the store said we had to speak to the manager who wasn't there, call back tomorrow. We finally speak to him and he didn't have one in stock, he will call us. He never called so we called and yes indeed, he had one. Now we have to go to the store and give him $75 for delivery and he will do the exchange.

Enough is enough. They should do the exchange for free, not $75. The bottom line is Sears customer relations is not anywhere near the competition. We returned the freezer yesterday, got a refund, and will never buy any appliances from Sears again. We are not happy campers.

So they ordered the part (another tech had what we needed but refused to drive the less than 10 miles to bring it)... and set up another appt for 11/22/13. Another morning off from work. I got the call, the tech would arrive in about 20 minutes... and waited... and waited... and waited. No tech. I called... Routing was rude and told me my appt was between 8 and 12. I tried to explain that I'd gotten a call that he was on his way, could they check on it... but no. So I waited some more. By 12:00 no one had arrived and I continued to make phone calls. Initially no one would do anything at all, but ultimately someone managed to get him to show up (at nearly 4:30). He put in the part - which did enable functions on the machine I didn't even know weren't working... but it did not fix the problem.

By the way... the "steam" function seemed to be stuck open... and clothes were coming out of the dryer wetter than they went in. Dripping wet ... with a pool of water in the bottom of the dryer drum. The tech said it would take two people to move the machine, he'd order the part and they would be out "next" Saturday (that would be 11/30/13). The 30th came, but no tech. Apparently they can't read a calendar and scheduled the appointment for 12/7 instead. Another 5 hours arguing with, but no satisfaction. I contacted the local TV station and the Better Business Bureau.

On 12/7/13, the date of my rescheduled appt... I got a call saying they would NOT be coming out because it "was a 2-person job" and they don't do that on Saturday!!!! I AM BEING HELD HOSTAGE BY SEARS. They won't fix my machine when I can be at home, and I can't be at home when they decide they might show up. I called customer service... again... but they won't talk to me at all now because I've contacted the Better Business Bureau. How completely stupid is that? You'd think they'd be trying harder to fix the situation... not make it worse.

Later in the afternoon of 12/7, I got a call from routing to reschedule (again) my appt. They want to come on 12/17 (that's another TEN DAYS without my dryer) and, even though I repeatedly told them I cannot take time off from work... The 17th is on a .. you guessed it... TUESDAY. NEVER NEVER NEVER do business with Sears. They will make you crazy!!!!

On 12/3/2013, I went to my bank account and I saw the $6.71 came out, but Sears.com also took 2 other charges of $16.25 each out of my bank account as well. That's what they would have been without the additional % off. I have called twice to get this fixed, but they say they never took it. I have the proof and they refuse to pay. Don't EVER shop at Sears. You will always get scr---d!

Monday morning came and went, and when I called, I was informed that "no-one had picked up the service request". Apparently, Sears puts out their service requests out to bid or something and hopes someone will take them up on it (I guess if it works for substitute teachers, it must work for critical plumbing emergencies). They apologized for the delay and assured me that they were "expediting" this and would have this set up ASAP (but unfortunately, that night would not be possible). Well, another night living like a vagrant and using the local LA Fitness' shower facilities wouldn't kill us (although having clean dishes and clothes would be nice too). Fast forward to today (Tuesday). I called to check on status and to find out what time the plumber would be arriving.

I was informed that ~gasp!~ it STILL wasn't taken up on their bulletin board (apparently, their crack squad of plumbers had better things to do) and that they would get this resolved "right away". It was at the point where this representative was saying "... and we will have someone out tonight or tomorrow...." that I just told them to cancel the service order, remove that portion of the invoice, and just bill me for the warranty replaced water heater ($50). They profusely apologized, said "no problem" and transferred me through several levels of their bureaucracy to a) cancel the service, b) cancel the "other" charges, and c) re-order the heater. I should point out that I am gainfully employed and should be performing my work duties at this time rather than playing contractor, but whatever.

I arrange for a trusted third-party plumber to perform the installation, call Sears Water Heater department to get my Sales Check number (which they had), and sent the plumber to the local Sears to get my replacement water heater (who allegedly has three in stock). I am typing right now to kill the time, since now I have: a) a plumber sitting at Sears waiting for their management to find my Sales Check number (which they lost... amazing, right?), b) another plumber tearing out my old heater and soon to be sitting around playing Angry Birds while the meter is running with nothing else to do, and c) a used-up PAT day from work to coordinate all this while STILL no end in sight.

Sears has no business surviving today. Their business model is archaic. They are like the travel agents business after Orbitz and Expedia came around. If it weren't for warranty obligations, there would be no way I would ever consider using them today. They may have served a purpose in the distant past. I can imagine my grandparents used them and loved them back in the Eisenhower administration but today with things like Google, Angie's List, Best Buy, etc. they have no real reason for being. That could be forgiven if they brought extra value to the table, but with such comical ineptitude on my dime, I am not amused. Buyer beware!

After a bit over an hour I called to check as to why I'd gotten neither a call or the email. The person I spoke with then said that the Service Smart Agreement had not been processed, and since the service appointment had already been scheduled they said that the agreement could not be applied to this service call anyway. I'd have to pay for this service call, but then they could start a new Agreement. The people on the other end of the phone could verify what I was saying, but still would not do anything to help without first canceling the existing appointment.

It is now several hours later and I had to cancel and reschedule the appointment. The best hope is that this will only cost me a day, but that is if the appointment holds together tomorrow. Had I not messed with Sears, I could have had a local repair person out by now. I should have read all the complaints I found online before I bought the appliance. I certainly won't be shopping at Sears for appliances again. There are a lot of options for buying appliances. I don't need this sort of noise. I feel that Sears clearly has lost its focus on customers - it's all about bureaucracy, policy, and what is easiest for them.

Beware of the classic blow off line they all used, for you to "call the store". Every rep I dealt with, including the online rep, used this line. The store cannot access your account or help you in any way. All they do is refer you back to Sears.com. This ends the call for the Sears.com reps & they don't have to do anything. The Sears.com reps don't take payments over the phone for layaway orders & claim they are not able to get any information about your order. Customer service is basically nonexistent for layaway orders.

I made the last online payment early so I could get the delivery on the day before Thanksgiving, Wednesday 11/27/13, the only day I could get off work to accept the delivery. Something went wrong when I made that payment, & I wasn't able to set up delivery or tell if my payment went through. I later received an email from the delivery department stating the fridge would be delivered on the day I requested, but I had to confirm that because every rep I dealt with was highly unprofessional, didn't offer any assistance & I was concerned they were going to screw this up too.

I called customer service again to confirm payment was received so things would go as planned for that day. It took the rep 40 minutes to "find the order," then she told me because it was a layaway order she could not help me & told me to "call the store" to get rid of the call, knowing the store would not be able to help me. The classic response from the customer service dept. I couldn't get any assistance from her, so I called back, got a different rep & explained the situation. It was very simple. I needed to make sure the last payment was received so all would go as planned for the delivery date. I also requested she confirm the delivery date.

After waiting 45 minutes for her to "find the order," her response was "They will call you the night before". I asked repeatedly what day would they call & did she see a delivery date in the system. She repeated, "They will call you the night before." I explained I needed to know WHEN, WHAT DAY? "They will call you the night before." I told her response was unacceptable & to stop it. I was so frustrated & angry & I was trying not to yell at her, but this was RIDICULOUS!! It was maddening. Again, she replied, "They will call you the night before." This rep needs to have her employment terminated for stupidity. She has no business being on the phone. I do not deserve to be treated with such abuse from an incompetent rep who doesn't know her job & is just plain stupid. I was so angry & frustrated with her, it was completely inappropriate for her to repeat this statement like a trained parrot & do nothing to resolve my issue. I ended the call in complete frustration, I couldn't believe this has actually happened.

The delivery day comes & they don't show up. I was on the phone from 7:00am until 9am trying to straighten this out. The rep lied to me & said, "They are on their way." I didn't believe him. Finally he transferred to me to another department, & the rep there explained my last payment didn't go through due to a "web error," & the fridge would not be delivered. I would have to make the last payment again & set up a new delivery date.

I took a day off of work for nothing, waited for a delivery that never arrived & I was exasperated from the reps, who are basically useless. They are lazy, incompetent, not properly trained & have no interest in assisting the customer. The rep who repeatedly said, "They will call you the night before," is just plain stupid & incompetent. They also have these long rambling sentences where they apologize that they can't help you. Sears has put me through a nightmare. I've spent hundreds of dollars on a fridge & I've been treated in the worst way possible.

For the past several days, I have been getting automated phone calls from Sears.com starting at 2am! Yes, the calls start at 2am! They continue throughout the day. I've had to turn my phone off because of the calls. Some go to voice mail & a recording says "Sears protection plan." I am being harassed & if they don't stop immediately, I am going to file a police report for harassment. I'm also going to file a complaint with the Illinois Attorney General's office. I'm giving this a 1 because it is the lowest rating available. They deserve a negative number, like -10. This has been a horrible experience. My advice to anyone thinking of putting anything on layaway at Sears.com is don't do it. It's not worth the aggravation & abuse you will go through.

We also ordered a microwave oven the week before to be picked up at customer pickup. We were told we'd get a call and never got one so we went to customer pickup and the item was there waiting. It has been 2 weeks since we picked it up and we are STILL getting automated calls from Sears telling us that our microwave oven is ready for pickup. Someone needs to revamp their customer service/delivery system. As for us, we were loyal; customers but we've had enough. We returned the refrigerator and will bring all of our future business elsewhere. It's not worth the aggravation and wasted time.

I called delivery and they said no I had to purchase the installation and the install dept will do the work. My complaint is that I ordered the machines to be installed, the delivery date was 11/19, but the delivery nor a phone call occurred. I've spoken to 10 Sears Reps and got several explanations. I bought it on 11/13 and on 11/25 they are still not installed. Don't ever buy an appliance from Sears… In fact I won't buy anything at Sears!!!

About four months ago (in the summer time), her A/C broke down and she was having difficulty breathing because of the heat accumulated in her house. When she called for service, she was rudely told that a Sears contractor will get to her house when they get there. I immediately placed a note on the website lamenting such disregard for our elders. A lady called Stephanie called me soon after and handled the situation very well by expediting the service and apologizing to us for such blatant rudeness and inconsiderate treatment of a powerless elder woman. Kudos to Stephanie.

WE ARE FACING A NEW PROBLEM WITH A SEARS CONTRACTOR. This time, an A/C technician came to inspect the two air conditioners in my mother-in-law's house. There are two separate stairs leading safely to each unit in her attic. However, our technician decided that he will not use the second stair but [instead] he took a shortcut and walked over the rafters in a very narrow spot in the attic so he can get to the second unit. He took a chance he should not have taken and [sure enough] his leg slipped and went through the ceiling, breaking a large portion of the sheetrock and making a real mess right at the entrance [foyer] of the house. He tried to repair the ceiling by himself and, while doing so also broke a piece of a very expensive Chinese chest with intricate inlays. Eventually, Sears decided to hand this issue over to its insurance company so proper and professional repairs could be done.

Today (11/22/2013), there is a technician in my mother-in-law's house who informed me that one of the A/C's furnace has rust corrosion on its heat exchanger and that its flue (the hot burn gases exhaust) has collapsed. He informed me that those items are not part of the A/C system and [as such] they are not covered under the service agreement. Now, Sears has repaired several times through decades all integral components of these two air conditioning systems in her house including to replacing one of the condensing units that broke down beyond repair. Among other licenses and degrees, I hold a valid GA State Unrestricted Air Conditioning Contractors license and I know that the heat exchanger as well as the flue are not only integral components of an A/C system but they are crucial too.

I strongly feel that Sears or this subcontractor has decided to make difficulties for my mother only because of the [recent] past incident that ended in the insurance company's hands. I know Sears was never standing for such low tactics and fully expect a remedy to this outrage. This contractor needs to understand that it cannot disregard proper business and customer service conduct and get away with it. Instead of going the extra mile for a defenseless old lady, they act stiff and show a cruel inflexibility.

So basically, I bought a new appliance, waited four days before it could be delivered, was delivered an unworking appliance and was told to wait yet another week before they could address the problem. They did inform me that if the technician can't fix it, they could order me a new one. So, with this timeline, I have to eat out for at least seven days, and quite possibly miss hosting Thanksgiving dinner. I cannot believe that an expensive appliance doesn't work at all the first day it is delivered and if it doesn't work, that Sears would not have a service technician immediately available. My biggest mistake was not buying an extended warranty; especially if this is the beginning of a extended drama. My advice, buy elsewhere.

I told the associate that is not quite fair to the consumer that I need to bring back the defective appliance, and "hope" that they didn't sell the one they have in stock before I get there. He said I could speak to a manager. So, then the manager John picked up the phone, and let me tell you he was the most arrogant, rude person when speaking with him. Apparently, I was a bother to him and he (in my personal opinion) could care less about my problem, and told me it was up to me to bring the microwave back to the store and get a new one. And yep, you guessed it, he could not guarantee that the one they had in stock would be there when I got there, but he "doubts they would sell it". Really, is the customer service that Sears has come to?

What a shame. Well it is true that word of mouth travels a lot quicker than most anything else and my experience will be spread through many social media outlets as well as letting everyone I know about this experience. Although Sears is a giant retail store and most likely won't be affected by my bad experience, I will make sure to let everyone know to be careful before you purchase something at Sears!!!

Original Review: Nov. 13, 2013

I wrote an email today to Sears Cares that outlined issues I have had over the past month in receiving services that should have come as a part of my maintenance agreement. I have given them the opportunity to refund my money in order to make right the below customer service issues I find to be unacceptable. I hope that Sears will do the right thing, and prove to me and everyone reading this that they are accountable for their actions by refunding my money. I will update this review when the issue is resolved.

Rescheduling an October 18 appointment from 8am-12pm to 2pm-3pm without confirming with me. Telling my fiance on October 18 that there is nothing that can be done about the inconvenience of the rescheduling (i.e.: at least providing an ETA) and that he should not leave the house - after he told them he needed to leave for the train station by 3pm and that time wouldn't work. The repair technician on October 18 asking where the dryer was (after having completed a repair on a washer/dryer combined unit), thereby demonstrating that he did not know what the appliance was that he was repairing. The repair technician installing a new hose improperly on October 18, rendering my washer/dryer unit, dishwasher, and sink useless. Being told at 4:50pm on November 8 that I was still on the service technician's route for a 12pm-5pm service window, and that Dispatch would call me with an ETA, then never being contacted.

Being told at approximately 6:30pm on November 8 after calling back a second time that my appointment needed to be rescheduled because I was not home, when I had in fact not left my house all day long. Rescheduling my appointment for November 11, then being told at approximately 4:05pm on November 11 (almost an hour before my service window ended) that my appointment needed to be rescheduled again because I could not be reached, when I had no missed calls, no voicemails, nor had my doorbell been rung. Being placed on hold on November 11 at approximately 4:05pm for over 3 hours and 20 minutes, after asking to speak to a manager in order to resolve my situation. Receiving an automated telephone call at approximately 7:50pm on November 11 telling me it is very important that I reschedule my appointment, thereby confirming that Sears does in fact have my correct phone number.

When they came and plugged the new one in it was very loud. I told the delivery guys I was concerned about the noise level and they said call in 24 hours if it was still loud. I called the next day and told them I was not happy with the loud frig that I wanted the Samsung that was on sale for 200 more. The girl in customer service said that would be fine. She gave a case number and told me in was too soon and to call back the next day and they would already have all the info. The next day I called, gave my case number and the girl told me I would owe 500. I explained I called the day before and it still was on sale on the internet site. She said it did not matter. I would have to pay what her computer showed. I asked for a supervisor and she said she didn't' t have one. I told her to return the frig. She said they would come pick it up Friday.

The next day I went to sears and talked to the manager. He couldn't believe the situation and told me I would hear from Sears in 6 hours. I heard nothing. I then got an email telling me they would bring the same one to replace the loud one. I called and told them I only wanted to return it. I went and bought another one at hggregg. Friday came and they didn't' t come get the loud frig. I called again and they said they thought I agreed to keep it. Later that day they called from customer service and told me they would honor the samsung sale price. I told them I would never buy anything from them. They finally came the next day and got it. I wrote a letter to corporate and they did nothing. I thought they should refund the delivery fee.

You sell a protection plan that covers broken parts, but when they break, you magically don't have the parts? What is the most frustrating about this was that they HAD the parts before I told them I had the protection plan. Yes, they were ready to charge me for the parts and ship them the next day. "And can we have your credit card number?" "What now? Credit card? No, I have a protection plan..." "Oh, let me transfer you to that department." Line goes dead.

After an exorbitant amount of time on the phone getting transferred all over the place, I decide to go to a Sears store to hopefully speak with a human about this issue. The very nice guy at the store jumped through all the same hoops I had attempted and hung up nearly as angry as I was by the end. He had a bit better luck and got an appointment for me for a repairman to come check out the machine. Guy comes on time, nice enough fellow. Looks at the machine, has no idea what it is. It was pathetic. I tell him the parts I need and he enters it into his laptop and "orders" the parts to be delivered to my door the following week.

I get a small package containing ball bearings, but that's it. I figure, well maybe the bigger parts will come tomorrow. Nope. So I call. After several more hoops, I'm told that the other parts are waiting at my local post office. The CSR has no tracking numbers, so I stupidly walk into my local post office asking if they have a package for me. Guess what? No package.

So I wait some more and call and call. Finally I'm told that the parts haven't been MADE yet. I'm given a date that they SHOULD be done, 7 weeks after my initial contact with Sears. So, I figure if they know that the parts will be done on x date (a Sunday to boot!), they should have a pretty good idea of when they will arrive? Not a chance. Where are the parts manufactured? Illinois? China? Will you be shipping them from the factory to some Sears Center, then sent to me? "Sorry sir, I don't have that information." Come on.

Overall, this is most definitely the worst customer service experience I've ever encountered. Not only will I not be buying a Craftsman tool ever again, I will not be shopping at Sears ever again. Save your money. Absolutely do NOT buy a Sears Protection Plan.

I called Sears for my replacement certificate and was told a tech had to say the washer couldn't be fixed. I said that is not what I was told before since the supervisor told me about the three visits rule. I asked for a supervisor and was told I had to talk to someone in Benefits Administration. They hung up on me instead of transferring me to that department. I had to call and go through their horrible voice recognition automated phone system again to finally get transferred to Benefits Administration. There someone gave me yet another story on how to get a replacement certificate. This time I was told one of the service visits didn't "count" towards the three because they didn't replace parts at that visit. I asked for a supervisor. I was then told I had to talk to the manager of the local service unit that had been to my home. So I called that person. He said someone would call me next week. My conclusion is that Sears makes getting a replacement certificate next to impossible.

I arrived 12 minutes late to find that the tech had already come and was gone. I called the 1800 number that was left behind. The CSR informed me they had contacted the routing post and someone would be calling to inform me if they would still be able to come or not. Over an hour passed, so I called the number again. I was informed that a message had been sent and that the tech would call me in five minutes to let me know when he would be back. Forty five minutes later, I call back to speak to a manager and I'm put on hold for 15 minutes before I hang up and call back.

Requesting once again to speak to a manager, I'm told that I can't and that they will do just as the last several people I have talked to did and contact the routing post to have the tech come back. They promised that I would be receiving a call to inform me when the tech would be coming back. It is now 5:05 and I still haven't received a call and no one has shown up. We'll see if they actually come or not. I am losing a 1/2 day of pay to wait and get this fixed. If the first or even second person I spoke to would have taken the time to get more accurate information or if the CSRs and routing post had better communication, this would not have been a problem. You would think with a company like Sears this would not be such an issue.

The next morning a new (and excellent) delivery person came to bring the missing part. He looked at the stove and called the installation dept and ordered a replacement to be delivered the next morning so I could have it hooked up. No email or call about the delivery time happened, so I again went thru several people to find that they didn't have the stove in stock and couldn't have one until a week later. At that point I ordered it from Home Depot and got a refund after talking with 8 people and having to tell each one the same story even though each time I was transferred the person assured me that the next person would already know what we had discussed!!!

The story doesn't end there. I also ordered a hood recirculating fan - but it wasn't delivered even though I had confirmed delivery on it the week prior. After being forwarded a number of times, I got an "appliance advocate" who "would solve my problem". His solution was to give me the name and number of a company Sears sub-contracted to install the hood. After several calls to them, I got the hood. After talking with 25 Sears people during this process, I will never buy from Sears again.

After a hour I called back and ask to speak to a supervisor. After waiting for over 15 minutes no one ever answered. I hung up and called back again, asking to speak to a supervisor again. After about 10 minutes the technician came back on the line and said there was no answer. After explaining again my issue he said he would contact the routing department and I should hear something within about 10 minutes. After 30 minutes still no call. Later that night I called the complaint department and was given a case #**. The person that I spoke with acted as if she did not believe that my receipt said 11/01/13. She offered to send a apology letter. I said a letter is no good without a fix to the problem.

On 11/03/13 we received a automated call reminding us of the appointment at 11/04/13 between 8 AM 12PM. At 12:30 no one had called or shown up. I called the complaint department again. They in turn called the routing department which said the technician was running behind and we were next on the list. The technician showed up at 14:30.

I argued this with the men; they called "home office" and said this was confirmed. They left the washer in my hall and took off. I called customer service and was told neither was true. They said they couldn't get anyone back to me until 10/28 so I had a washer in the middle of my hall for the weekend and took Monday off from work. On Monday, one man showed up. He took a quick look and said he couldn't haul or install because there was a dryer on my old washer and he wasn't allowed to touch it. He was rude, he didn't seem in any way prepared to install anything, and he didn't give me a chance to call customer service. He left.

I called a plumber and paid $350 to hook up the machine which was so loud it is unusable and practically danced across the room and the spin cycle was broken, stopping at 6 minutes indefinitely and could only be forced to shut off with the CANCEL button. Honestly, it would be hilarious if it weren't so frustrating. I called customer service on 10/30 to ask for a return. I spoke with 3 people, none of whom knew whether the team would UNHOOK the faulty washer in order to haul. Obviously this is crazy, as I should not have to pay another $350 to have a faulty machine unhooked for removal. Even more disturbing is that this isn't a no brainier and an easy answer for a Sears rep. Sears sells appliances, and a lot of them. Why didn't anyone know?

Also, they promised me a morning slot for pick up, but when they called the night prior with the window, it was 1:15-3:15. When I called to ask for it to be changed I was on hold for 40 minutes then told they couldn't reach the warehouse but had put in a request and to call in the morning to confirm. When I called at 8:30 in the morning they said this was impossible as once time slots are set they cannot be changed. So I took a 2nd day off of work. The team came in the last 5 minutes of the pick-up window, but at least they showed up and took the washing machine away. Now I am waiting for a refund. This process cost me: 1- One Saturday with my family, 2 - Two workdays, 3- $350 in wasted installation and I still don't have a washer.

I called Sears at 3:00 on the second day of my scheduled appointment. The lady on the phone took my husband's cell number and said the technician would call him within an hour to try and schedule a time to come for the repair. If the technician did not call within an hour, I was to call back. An hour later, I called back because of no call from the technician. The lady I had called previously typed in my husband's cell number incorrectly. It is now two weeks from my original call and my dryer is still broken. The soonest they could come to make the repair is a week-and-a-half away. Ridiculous!

I live in a rural area, so I can't just run to a laundromat. The nearest one is over 30 minutes away. I called and canceled the appointment and requested a full refund for the service warranty. Needless to say, I called an appliance shop 30 minutes from my home and scheduled an appointment for the dryer. I explained my story and they are going to repair my dryer. Tomorrow! Now that is customer service! Sears should take lessons from them. They will be my new destination for any further appliance purchases I have. My new mission will be to tell all my family, friends, and anyone else that will listen, to never, never purchase an appliance from Sears.

Today was the day of the appointment, no technician showed up, no call to cancel, nothing! This is the absolute WORST customer experience ever! I was placated with canned responses of thanks and empathy but NO ONE took any action to resolve a completely unacceptable situation. I called Customer Solutions for help since no technician came today. I got an apathetic response about how I had to wait until tomorrow since the service center was now closed. I asked for escalation to someone who could actually resolve a problem. She said there was no one else that could help. Apparently, Sears call centers are just canned response centers to take your call, tell you thank you for choosing them and how sorry they are but there is nothing that can be done.

To say the least, I am appalled by Sears service. I will never purchase a product from Sears again? We have had to have multiple services from them and this type of behavior is not the exception. It has happened almost every time we have to have Sears service people here. Please learn from my experience and I hope that others do not suffer the same fate I have.

The names I have don't work there anymore. They are going to call me back. They did send a guy out in September to take a look. This guy said the whole thing needs to be replaced but I should go get my own estimates. Did that, then the other manager said I can't do that. Called them again on 10/18/13. They told me they will get back to me in 24 hours. Today is the 10/22/13 and nothing yet. After using Sears for so long for window, door, appliances repair. I would not use or recommend them to anyone. I am not going to stop until these people replace my gutter.

It has now been two months, and I waited all day again last Saturday for my appointment, and no one showed up. I got a robo-call at noon saying they were running late. When no one shows up, there is no follow-up, no apology, no effort to prioritize cancelled or delayed service orders. I've heard that if you buy a protection plan, Sears puts you last on the list because they already have your money. I have now tried for two months to obtain service on my Sears protection plan, with still no repair. Isn't this a form of fraud? Where can I turn for help?

Fast forward to Sept 2013. Temp alarm is sounding due to it being 52 degrees inside. Called & service person came out that same day. One problem though... He doesn't have the part to repair understandably. Part ordered but Sears can not get anyone out to install the defrost control board until 10/10/2013! I filed a food loss claim with the Warranty Dept for $235.00 and they honored that. Part was installed on 10/10/2013 and on 10/15/2013, I shopped & replaced the food. Wanted to give the fridge a couple days before I did that, Well... the temp alarm is sounding AGAIN! It is 56 degrees in this beautiful stainless steel hunk of junk. Another service repair appt - this time for 10/30/2013.

I just packed up all my food and took it to my neighbor's home. I'm getting irritated. If you have purchased an extended warranty, you can only make 1 food loss claim per year up to $250.00. Period. The repair people have been great but the amount of time it takes to get one to your home is unacceptable. I understand a couple of days, but weeks? Sears - you took my cash real quick but you do NOT service what you sell with any sense of urgency. Consider Best Buy or Nebraska Furniture Mart first. The extended warranties they sell are better & they address issues FAST. I will be speaking with the Warranty Department tomorrow to discuss options. I need a fridge NOW, not in a week or two. Been there, already done that with them.

I urge readers to purchase elsewhere. Appliances today are $$$ and NOT the quality yesteryear's were. My GE side by side was still working the day this new crap came in. Sorry I "upgraded". Sorry I did it with Sears. And to those of you that have purchased Extended Warranties, find out just what exactly it covers. I never received one piece of paper, just the proof of purchase receipt. Kind of scary now that I think about that. I never knew about the food replacement clause had the repair person NOT have told me. And I spoke multiple times with service reps prior. None of them disclosed it to me. So ignorance IS bliss. And it saves $$. The question has to be for whom?

Yesterday, the manager in the store told my wife it was warranty's problem. Then he made the mistake of calling last night and I spoke with him. I explained to him the same things I did to warranty. He tried to interrupt, then he hung up in mid-sentence. I have now filed two customer service complaints and have given Sears 1 week to refund the money or I will file suit. I am an attorney and this is what I do to companies that will not honor their warranties and who deceive customers.

Called Whirlpool - they say they don't manufacture Kenmore but give us a # to call for Kenmore distribution of Chinese manufactured products. Called that #. They only handle recalls. Called the store where we purchased it, not service department but sales. And the story goes on and on. We still are looking at 6 days to repair a refrigerator. Possibly because they closed one of the service locations last year - cut backs. I will never buy Sears products again based on this experience. Eight hours of cleaning floors, talking to various and sundry customer service reps, trying to find neighbors who will share freezer space.

Oh, yeah, Sears will reimburse up to $250/year on lost food since we bought their warranty. We had over $250 of food this time. And who the h**l is paying for the cleanup and inconvenience. Sears Customer Service tries to help, but the entire Sears Business Model is at fault. They don't seem to know who or where their products were manufactured or who or what quality assurance is included in the process. They just leave Customer Service Reps hanging there trying to repair a faulty product with a handful of repair people, and they're clueless about their product. Their managers, or lack thereof, couldn't care less. They sure don't make their names available for comment. I will, however, continue to search until I find someone in Sears Corporate Management that can at least talk to a customer.

I immediately call them back and talk to Tony. I basically told him that I either wanted my money back or for them to schedule their visit with a 2-hour and not the all day window. I was pretty pissed, mainly that they had waited all day to let me know they would not be here. And, by robocall. No one had the common courtesy to pick up the phone and call me. Tony was sorry and said he understood. Probably because he gets to handle lots of these calls. And Sears wonders why their customer base and loyalty is waning.

The problems were the F1 error code, the machine going completely haywire, cutting on and off on its own, not able to start a cycle. etc. I lived with this problem for years because I simply could not afford to go out and buy another machine. Nor could I afford to spend the hundreds of dollars it would cost to replace the circuit board. January of 2013 I find out, on account of my own investigations, that there is a recall on the machine... the circuit board. I call the number that I found and request someone to come replace the circuit board. At first, they tried to tell me that my washer would not be covered by the recall and I would have to pay for the repair myself. 2 hours and 3 different people later, and they finally agreed to come fix my machine. They sent the replacement part to my house at which point I called to make the appointment. The serviceman came and fixed the problem in about 15 minutes.

After the repair, I was still having problems with the machine. AND I had a new problem. The machine kept throwing off balance. AND I was still having the problem of all of the buttons going haywire, flashing on and off, randomly cycling through all of the modifiers. But the F1 error code was gone. At this point, I was not able to wash a load of clothes without the uL (unlevel) code coming up. Even when the machine was completely empty, it still shows this code. So I called Sears back and informed the operator that the problem was not resolved. They ended up sending the repair man back out. He came up with a list of things that it COULD be and told me that was all he could do, but that none of said repairs would fix the computer issue. I call AGAIN. I am told that if someone comes to look at it again, then I will be charged for the service call and any repairs that need to be made.

At this point, I am just beyond frustration. I end up getting off the phone completely irritated and feeling like I am getting the runaround. I call back yet again and ask them why I am being held responsible for this issue that was obviously a manufacturer's defect. The machine has given me nothing but problems since I first purchased it. And it is obviously a very common problem. I end up getting nowhere with the phone calls and service calls. The only thing I was told is how much $$ I would have to spend. I end up just suffering along with my off balance washing machine - wringing my clothes out as best as I can by hand.

Eventually, about a month ago, I had another repairman from my aforementioned local repair company come to take a look. And this guy tells me that there is nothing wrong with the mechanics of the machine. The problem has to be with the computer board in the machine. He then tells me that, to his knowledge, there have been many other people with the same complaint about how after the computer board being changed, the machine is unable to balance. He explains to me that the reason is because the computer is sending too much power to the spin motor and it is causing it to go off balance. Or something along those lines.

So today, I decided to call Sears again. And wouldn't you know that the lady that I first spoke with told me that she had just gotten off the phone with another customer claiming the exact same issue. I end up getting transferred from person to person. Nobody was able to help me except to offer me a protection plan. I am quite honestly, at this point, not interested in giving one more dime to Sears. Why should I have to pay for this problem that should have been correctly fixed the first time? Every person I have spoken to has given me the runaround. I even had one particular lady, Alicia (customer solutions Supervisor) tell me that there was nobody else for me to speak to and my complaint would be escalated no further. I was never rude to anyone. I was certainly not rude to her but she was downright nasty to me.

I am truly shocked at the lack of care that Sears has for its products and the people who purchase them. At this point, I have been told by numerous Sears and Kenmore associates that there is nothing more they can do for me, so I will make my complaints on every single board and review site that I can find. And my business, for one, is most definitely directed elsewhere.

While Rusty was searching for the new-washer, he continued to antagonize me, while I had my son with me, I continue to tell Rusty to stop talking or trying to explain and to please just do his job, and either way at this point, by the service I have received, I would be writing a few letters to the corporate office. At that time he immediately said he was fed-up and doesn't deserve to be treated in such a way, and refunded the money for the washer and dryer, which is what we wanted in the first place, if we could not get a matching set.

I am so mortified at the behavior of the store manager 'Rusty' that I will most surely, never, shop at another Sears again. The treatments I received at shopping at a Sears outlet, was the same as if I purchased these items off of Craigslist, which is what I was trying to avoid. Not only did the washer not work, but during the repair, the repair-man pointed out the filter was FILLED with dirt, hair, and what looked like, kitty litter. Seeing that after being promised everything was tested, cleaned, and sanitized. My interpretation of sanitized does not include a filter full of someone else's hair, dirt, and kitty-litter. Now to make things worse, even though we have received a refund, we have to wait 3-5 days for the refund to hit our account, which is another 3-5 days, a family of 5, has to go without a washer/dryer. Mind you, this has started over a week ago.

All that I have gone through and experienced is exactly what I wanted to avoid by shopping at Sears Outlet. I will be forwarding this correspondence, as well as another, fully documented report, to all major executives, customer service centers, area outlet stores, local community forums and media. I cannot believe the treatment and disrespect I received, as a paying customer at Sears Outlet.

I, however, had a picture of the model number, which could be read except for one letter which was slightly unclear. I called Frigidaire to verify the model number. I gave this to the technician. I was told by Sears that they needed the model number to order parts BUT they weren't ordering parts. I have purchased numerous protection agreements in the past, and as long as Sears came out on the better end they had no trouble taking my money, including a fridge that didn't even have a model number sticker.

The one time when they would have to pay about $150 for me to replace (after collecting my $275), they found a reason to deny. Service reps were unhelpful and insisted tech had to be able to read model number. I offered to send my picture, but that wasn't acceptable. Oh well, ordered from Lowes the next day and got delivery in 24 hours ON TIME. And no delivery charge. Last Sears will ever see of me and I have a lot of rental properties...

No refund has appeared on my credit card as of 10/7/2013, which Sears told me would be issued in 7-10 days. I have spent hours trying to get this refund. Sears has sent me many nonsensical emails asking for information which does not apply to my case or asks the same question over and over. I am totally disgusted with Sears and their customer service. I have filed a dispute case with my credit card and hope to get a refund this way. PLEASE do not buy Sears products! THEY DON'T CARE ABOUT THEIR CUSTOMERS!

Today again while I call, she was very rude asking me DO YOU WANT TO VERIFY? When I said "why I've been told about this order that my card declined charges when they already approved both amounts?" Answer was "I don't know. Are you going to verify or not?" I don't understand why and what is the purpose of our call. I asked "Don't you have any note what other person told me when I called?" She said NO. I don't understand why there is no connection between Sears Sales & verification department? If one been placed credit card was charged, why they just say charges were decline and verification department treating customers like they are thieves or robbers, not customer giving them business?