Sears Reviews

Later on my husband got a call saying they would be out. It is now 6:30 and someone finally got here. He just left and he had to order part so I now have to wait another week. The first guy said what the problem was. He could have said we had to order it. We have bought all of our appliances from Sears. NEVER AGAIN!!! Horrible customer service!

This is my second call today, fourth total about this very same dishwasher. I was placed on hold by another representative that went to check the delivery address they have in file. After waiting on hold for 23 minutes I hang up. I guess they have to go through piles of papers. Needless to say that they just hang up when they don't like the tone of voice or cannot figure out the problem (most like this is the reason). Overall, this is my very last purchase from SEARS. I would be more tolerant have I bought from the small guy in town with just one employee and an old truck for deliveries. But SEARS? Four months to get a dishwasher and mission is still unaccomplished??? Bad, very bad.

Customer service rep called 1:15 pm on July 10, 2015 asking if we received the part. I advised him we had not. He inquired with someone and called back advising the part was in route and to call him once we received it. I contacted Sears at 2 pm, same day, and advised them we received the part. The customer service rep asked if I wanted a confirmation call and I said yes. Never did receive a call from anyone.

I called again after 5 pm to find out what the status was. The customer service rep advised me that our appointment had been rescheduled to July 16, 2015. I told her that I had not been contacted regarding this and she advised another department had rescheduled the appointment. I told her this was unacceptable. That waiting two weeks for this repair was crazy. On today's date I contacted Sears and spoke to a supervisor, Maria. She called me back and advised that the appointment could not be moved. I advised her that our appointment would have been the next to be completed!! We will never buy anything from Sears again. Very shabby way of doing business.

I was looking online for a new dishwasher and since Sears was having a 4th of July sale I decided to check their prices and compare. I looked at their KitchenAid models since I want to replace my current model with a newer version. I saw the model I wanted on sale and priced it through their web pricing system. I was surprised when I saw that delivery and installation was included in the price. With those services included, it was worth buying from Sears. Website says INSTALLATION & SERVICES No Additional Fee. Even in the order itself, nowhere does it indicate that installation services are not included, nor are they extra, nor is there any mention that it can be purchased. It also indicated online that my delivery is available on 7/7/15 and that I would be receiving another confirming email. I never received another email or a phone call from anyone at Sears.

On 7/7/15 I received an auto call that they would make the delivery on 7/8/15. Not once during this process was I contacted or advised that the delivery company would not be doing installation or that it would be delivered by an independent company. When the delivery guys showed up they told me they do not do installations. They said they could haul away the old one, but I said, "How can you do that if you haven't removed it yet?"

I then called Sears and was told that the installation people would call me within 2 hours to schedule the installation, and she never said it was not included in the price, and when I asked would they do it today she said yes. If she had told me no at that time, I would have had the delivery guys take the dishwasher back. I specifically asked the Sears Rep. to have them call me on my cell phone which she said they would. Two 2 hours went by and no phone call. I called another Sears number which the rep told me was the installation dept. and was told that installation was not included. After calling what I was told by the Sears rep. was the Sears installation dept. and also calling the online sales dept. to discuss the matter I got no help.

Where the Sears deception lies in all this is on their website. There is a check mark next to Protection Agreement and since I indicated "No" I assumed the check mark means that it had been reviewed. I also found that there is a check mark next to Installation & Services which I did not know you are to click on the check mark. Why would I when it says No Additional Fee? When you click on the check mark it opens a hidden box that advises you find that installation services are available for $139.99. Nowhere on the site does it give you the option or advise you to check the mark to purchase installation.

I have never seen such a bait & switch sale like this by any reputable company. When I called Sears to obtain an email address to report this matter, the young lady said that a lot of people have called with the same complaint about being mislead by the website order system. What a comedy of errors! Nothing Sears said they would do happened. The item was not delivered on the date indicated on the website, no 2nd confirmation email, no installation done when delivered, no call back within 2 hours, no installer coming that afternoon, no call to schedule service.

I spoke to several people at Sears and none of them speak English well and the majority of their employees have India accents so you can't understand them and they are not interested in helping you. They probably are using a call center outside of the USA which is another reason I will not do business with them ever again.

Parts came in and we called to reschedule them to come out July 10, 2015 between 10am-2pm. I had to work so my husband stayed home ALL DAY AND WAITED. They called me before they came but I couldn't answer because I was at work thinking they would just come out like usually because someone's there. No one came! My husband called at 2:15pm they told him someone was in route, they should be there in 20 minutes. No one came. We called them back they stated they tried contacting us several times (which they didn't) and no one answered therefore they had to reschedule our appointment. I asked why didn't they come out as scheduled when it was confirmed someone would be there. Now they rescheduled me for Monday. I don't understand why they didn't come over, now I have to wait even though I've been waiting since June 2nd. This is the worst customer service ever.

Two hours later, after calling back and trying to get help and never succeeding at obtaining said help, I ended up packing the heavy mower filled with gas back into my car. Drove all the way to the mall and returned the mower. When I got there, a customer service agent said (had the nerve to) "All you had to do was...?" something that I did not hear. I did not respond to the agent save-a-customer.. as if that was "All" that needed to be done, then why did "ALL" of the people that I talked to "ALL" Morning long not know that part of their job was ALL YOU HAVE TO DO IS..."?" To Sears I say it does not matter how much money you spend on construction to the store - your customer service team is the department that needs an overhaul.

One service tech arrived at 8:00 am on July 3, he had to wait for the other service tech as the job needed two techs for over an hour because he over slept. Once the other tech arrived he noticed right away that there was a big box was missing and immediately said "Can't do the work since the part is not here. We will order the part and come back on Wednesday July 8." This is where I got upset... I called the service dept and was on hold for an hour while the rep was getting a supervisor for me. Not once did the rep come back on the line to inform me that she was sorry that she could not get a supervisor or ask that I give her my # and she will have a supervisor call me. WELL I called again on my cell while still on hold on the home phone and got the same runaround and NO apology whatsoever. Before I had a heart attack I hung the phone up.

Part arrived July 7, at 7:30. My mom called the Service # and informed them the part arrived. Service informed her that the service tech will be there on Monday July 13. My mom asked why aren't they coming on Wednesday July 8 as the tech informed her when he was there on July 3rd that he would be there then. I called the Service dept and I don't even have to tell you, I got NOWHERE again not even an apology. The washer is still not fixed and we have our fingers crossed that they will show up on Monday July 13.

My suggestion for a more efficient customer service is to: 1.) Get the current service reps classes on customer service on how to be more apologetic and understanding of how the customer feels. I would have them put themselves in the customer shoes and see how they would feel and react on what was happening to them. OR get rid of all of them and get some new people in there that will enjoy having a job and be more proactive in getting the customer the satisfaction they deserve. Remember if it was not for the customers they would not have a job in the first place.

2.) As for part(s) delivery why doesn't Sears have a better database. The tech and customer reps should have one database that shows the customer info, the product issue, the parts that are needed and if parts are being shipped it should be linked to UPS tracking system to show parts have arrived at the customer destination. The tech would then be able to see if the parts are actually there onsite and if not he could expedite the part overnight to get there or call the customer with an apology and state what happened and reschedule the service call within a day or two not weeks.

I will end my "review" with I hope you read this Sears and take more action on your part to give us customers the satisfaction it deserves. If it weren't for us buying your products I wouldn't be wasting my time writing a review on this website right now. Thank you for your time. PLEASE get your company back to what it use to be years ago where you cared.

I called my wife and we left the purchase behind. I am putting a review on REMAX REALTORS for Sears and my wife putting in Chinese website with over 1 billion hit. That's how we get back at Sears which don't bother to review the manager or employees. We will do this in FB, TWTR, friends, family, church. It just happened 1 hour ago and we already started - will be more to come.

I have now phoned 7 times across three days. Each time I was told to call back as the order wasn't closed, there wasn't a tracking number, call the parts dept and so it went on. I did call the parts dept direct and spent one hour on hold with a message every 1 minute saying they apologized for delay and the inconvenience but my call would be answered momentarily.

At 1 hour, I decided they do not understand the term momentarily. I just finished my final call trying to get this part delivery stopped. I spoke to a manager who said that they have no control over the system, and this is my fault as I shouldn't ask for service if I am going on vacation (he does not seem to understand that some people travel for work as I needed to repeat that four times in response to his vacation sarcasm) and that if my home is burglarized it is my fault for asking for service.

Pointing out that it is Sears fault given I am being responsible to make sure there are no deliveries, that it is a Sears system and that he should have some control over it as I clearly do not, was pointless! My conclusion is that this is a company that does not care about customers. You pay your money and they do what they like when they like! Then they have the nerve to conclude their phone calls by thanking you for choosing Sears... responds, "never again." I have frankly never received such appalling consumer service, and been unable to resolve it. One day Sears will fix this machine, but that will be the last time their staff ever set foot in my household. This is not a 1 star review, this is a zero but it won't let me submit at zero.

The minimum cost is going to be $160 just to come out and "diagnose". Sears used to have good products and great service, but this is the LAST time I buy Kenmore. Had a horrible experience with the Kenmore refrigerator and freezer I had before I bought this one. Paid $1200 for the old freezer and because it never worked, we just got frustrated and threw it out. Gave Sears one more chance and deeply regret it.

Updated on 10/29/2015 - I have a Sears microwave oven combination that was delivered to my home in April 2014 but not installed until August (was doing home remodeling). The magnetron went out so that the microwave stopped heating in July and the service man took days to repair it because he didn't have the part on his truck. Cost me $555.00. The new magnetron went out and was replaced 9/28/15. Unbelievably, a service man is returning today (Oct 29) because the microwave once again has stopped heating. Sears ONLY response is that the product in no longer under warranty. There is no one at Sears to talk to or to work with to try and make this right. They only want to sell me an exorbitantly priced warranty agreement (which would cost hundreds per year to cover all the products).

I don't think that it is too much to expect that a product that is a little more than one year old should work properly. The last service man who came out indicated that the company is deliberately building a substandard product so that people have to replace appliances more often because that increases their profit line. I would strongly encourage anyone looking for quality appliances to AVOID Sears at all costs.

While that was being set up by the Sears online person (who at least was trying to be helpful) line went dead. Called again and said I would just return it. Was routed to someone with a South Asian accent who could find no information on my order; then she did find it and then forwarded me to a different (parts?) department who told me I should get the battery acid at a non-Sears store. They couldn't do it either, so I was still nowhere.

At this point, had spent over 2 hours on the phone (not counting the earlier calls) and had to give up so I could get back to life. After another week, I called one local Sears auto center that had at least offered to be helpful. They called me back after a half hour or so, with information for me to call a certain # and return the battery--they said even they had trouble getting any help. I called the number provided and again they couldn't find the original order #, even though I provided actual tracking number, name, etc.; and insisted I had actually bought it at a store so would need to return it to a store!

They even called the local store to, I think, get them to accept it back, but the local store couldn't or wouldn't. So then I was finally elevated to an executive customer representative who got information for me to return the useless battery via UPS--that took about 30 minutes, though. Total elapsed time in last call: more than 1 hour. Total elapsed time in other calls: almost 3 hours. Doesn't count traveling to Sears store and back. All over a $125 battery. I will say everyone was polite, but I will never shop at Sears again as long as I live and will post warnings on Facebook, Twitter and everywhere else I can think of. Just abominable!

I called them back and explained this was not my fault as they said they were running late. She said there was nothing she could do and it was scheduled for 07/01/15. I asked her if she could please see if they could schedule after 4:00pm because I have to work and can't be asking to leave early often. She took a long time and finally said it was already set up for deliver after 4:00pm. On 06/30/15, I received a call from Sears saying that my delivery was set up for 07/01/15 between 10:am-12:00pm. I got very upset and called Sears. They said they were sorry but there was nothing they could do. I told her I didn't want anything anymore but wanted to make sure my Shop Your Way points will be reimbursed. Her suggestion was for me to go in person to Sears and cancel with them. I told her I was not going to be at home between 10am-12pm.

On 07/01/2015, I got a phone call from Anabel, warehouse supervisor. She asked me what was the reason I was not at home for the stove delivery with a demanding attitude. I explained again everything to her, she said she was sorry and that will find out how she could help me. She never called me back. I went in person to Sears and explained everything again, they said I had to call 1800#. I told them that 1800# told me to go in person. A man in the office took my information to cancel delivery so I could pick up the stove myself and gave a number to talk to Anabel warehouse supervisor to make sure my stove was there and ready for pick up.

I called Anabel and told her I cancelled delivery and asked her if my stove was there, she said it was out for delivery again between 10am and 12pm. I told her that I was not going to be there and I had already explained that to her. She remembered and called right in there the drivers. I heard when she asked them to leave stove after 5pm. The driver said it was okay as he was running late. I got home before 5pm but they never did. I called Sears around 7:25 pm and asked worker what was going on. She said that they were running late and might get to my home around 8:00pm. But they never got home. I m very frustrated with this lack of customer service.

Then, on 07/03/2015 9:00am I called warehouse supervisor again to know why they didn't delivered. She didn't know and asked me if they could deliver that Friday but I was not in town. She asked me if they could deliver on Tuesday 07/07/2015 (today). I said that's fine, what other option I had! Today 07/07/2015, I called her because she never did and she didn't remember me. Then, she said there was no space for my stove in the truck but she will call me and never did.

I was very upset and called a complain number, the agent asked me what was my complain, I asked him I have a complain about a stove. He asked me, "What about it?" I explained everything I wrote here and he said, "Let me transfer you to the another department." Later, I called another number where an agent John answered and he said my stove was delivered already. Whattt? I'm at home and I don't see it here. His resolution was that warehouse staff could only deliver from 10:00 am to 12:00 pm. Again, we are going back to the same point. What kind of help and customer service is this? If someone can help me please do so, I want to cry out of frustration already because no one helps me.

We knew he had inverted the ice hose and the water in the door hose. I immediately called back and given a follow up appt ten days later. Tech one is not allowed back in our home. Tech two knew what he was doing and if he had the part we prob be OK. I don't think it should take six repair calls to detect and replace a water valve. Due to this we have water damage on cupboard next to refrig. We have had to stay home 6 diff times waiting and two of those times repairman one was 2 hours late and 30 min later than time frame we were given. We are so frustrated and disappointed in this 6 week fiasco, it's hard to express.

When I went to choose a replacement refrigerator I saw the same model on their showroom floor. Why they still sell this model? I have no idea. Of course I selected a different replacement refrigerator and paid the extra difference. Up to this point things proceeded along in an uncomplicated and straightforward manner. When the appliance was delivered on July 6, 2015 the freezer door was damaged (dented) in the course of bringing it into the house. It was a very noticeable dent in the center of the freezer door so naturally I wished to have that addressed. The delivery person informed me that they would notify Sears and I would be able to order a "replacement door" and never said anything regarding necessarily replacing the entire appliance. It would have been simpler to remove the entire appliance at the time of the damage.The appliance was very difficult to get into the house and did not wish to repeat the event.

I ultimately spoke with 2 people at "Customer Solutions" on July 7, 2015, getting cut off once and ultimately spoke with a third person, a man (Parts Dept?) who I could barely understand. He informed me of the policy that they must replace the whole appliance and not just a door. My other option and a ridiculous one at that was to accept a $90.00 coupon. Keep in mind I have been without my main refrigerator for about a month. We arranged to make the exchange on July 10, 2015 at which time we need to repeat the same logistically difficult delivery process into the house. I have purchased several large appliances and electronic devices from Sears over the years but not sure I will again in the future.

I have been scammed by your appliance sales department and will not let this bs go without letting every conceivable person at your failed company how poor a service that could be provided - No Service. (I had to previously buy expensive extended warranty even though I was never told this as a condition of the appliance's future serviceability.) Horribly rude attitude. Policies made and changed despite your agreement to service my product or I WOULD NOT HAVE BOUGHT IT THERE.

They also said my stove would arrive between 12:30 pm and 2:30 pm. 2:30 came and went, 3:30, 4:30. Finally at 5:15 p.m., the installers arrived. They took my old stove away, went to install my new stove and the new stove was no good. It did not work. I called Sears.com to do a return. Now I have to wait until Sears.com sends someone out to pick up the defective stove and take it to a warehouse before they will issue me a refund. I have no idea when that is going to occur or if I truly will see a refund. Never buy from Sears!! It seems they take your money and then they are done with you. They make it next to impossible to get your money back and don't stand behind the promises they make when they are selling you the item.

That makes no sense. So, Sears won't let me return an item I have yet to receive and won't give me my money back. The dishwasher has apparently been sitting on a truck with some installer for over a week. Sears has no idea where it is but it apparently isn't Sears problem, it's mine. Sears also asked me if I had contacted the installer to cancel. Even though I had (and never heard back from them), I didn't think that was my job. Very very stressful and I'm out a lot of money. I will never ever ever purchase from Sears again. My only hope now is that the Better Business Bureau can help me get my money back.

I told him I have appointment for today, 10-2 pm, he said I see you had appointment for today 10-2 pm but it's not there now. I asked him why and he said he would have to call Columbus, Ohio. I asked him when is my appointment and he said, "I don't know, I will have to call Columbus", as he was calling from Texas (the phone number was ** which is Columbus Ohio), so he was lying. No call back so at 3:15 pm, I called service number and Michelle answered, she said that they were overbooked for today and I could have appointment for July 15, 2015.

I asked her for a supervisor and she refused to get one for me, I asked 3 times and she refused! I told her I want appointment for Monday July 6, 2015 10-2 pm just like today. She said she couldn't confirm that, that would have to come from Columbus. I told her I would hold so she could call them and she said she couldn't, it was done on email. She repeated that she couldn't be sure I would have appointment for Monday as they would be full, and I told her to put someone out like they did me! She said Service Dept would call me within 24 hrs, I also told her if appointment is not on Monday, I will file complaint with Better Business Bureau and Ohio Attorney General.

I have purchased from Sears and Kmart for over 40 yrs, but after this kind of treatment, I don't think I will ever shop at your stores again. This is the second time I have had problems with your store on this refrigerator. It has now been almost 3 days and no one has called me for an appointment. I sent email to Mr Lampert, the CEO and I guess he doesn't care either. So at 3 pm today, I am going to file complaints with BBB and Ohio Attorney General.

I filed complaint against him and instead of fix his aggressive way he became very mean and very rude to me and to my husband. He did talked to me and my husband very very mean and rude way, that is very nasty way of handling customers. I would like someone from Sears company to watch this manager behavior and see what he is doing with the customer to stop that mean manager from target the customer when they complaint, and when the customers write a review higher level management should get involve!!!

At that point, all of the goodwill I had for Sears ended. I spoke to customer service and I spoke to the manager of the delivery guys. 40 minutes later, the guys who could not wait 5 minutes were taking the appliances back to the warehouse. I paid cash for everything and will see how long it takes to get a check back from them but I am done with Sears. They cannot treat people this way and get my money. I would warn everyone to find some place else to shop. I have had dealings with delivery people from a number of other companies and they were all good experiences. I cannot believe this is the Sears I grew up with.

They gave me a name of a local company that would come to do the work. They never called me. I called & scheduled an appointment for them to do the work. They never came. I called the "Sears" again. They gave me the name of another company. I scheduled the work. The tech arrived at my home - diagnosed the problem as a broken transmission & he called it in to his company. I called "Sears" to find out when the tech would arrive to fix this problem. After 7 phone calls to "Sears" and the sub-contractor, I learned that this company would not be able to fix the machine & another company will have to do the work. I then called that company - they had no record of my claim & told me to call "Sears" again. I called them, they said that they would send the info to that firm, and that I should call them again. (After 20 minutes on hold) I called this company and was told that they had no availability, and I had to call "Sears" again!

I called them, was on hold, and was eventually connected to an agent who does not handle "Sears" claims, and was transferred to one who did (after another 20 minutes on hold). She then told me that she had another vendor, who will now come on Wednesday the 8th. This person will do another "evaluation" of the problem, and will then determine if they can or will fix it, then, contact "Sears" to determine if they will fix or replace my machine. I imagine that this process will continue for at least two more weeks. The company that I have been working with is not Sears, but is called Cross Country.

I have continually been give a runaround. I find it rather curious that when I first got the service agreement, Sears sent their own repair technicians, and as soon as the first claim was completed, only sub-contractors are used. This not only makes the resolution take longer, but is exceedingly inefficient. I will be back to update my story as it plays out. Stay tuned.

At about 630pm the serviceman called and said his computer and phone were both broken and he was at McDonald's and if I wanted he could come over. So when he got here he had no parts and not much knowledge of dishwasher. He said he ordered a switch and said call when it comes in and reschedule. The part came in a week later so I called and they could not get here for a 4 weeks and the control board was unavailable. On the Sears parts website it says in stock so I guess they just don't want to fix it. I'm in the process of trying to get my money back on the contract with no success. But I will not give up. Last time I purchase any appliance from Sears no matter how much percent it is discounted. Their service SUCKS!!!

The replacement just died today, 07-01-15. That is less than 3 months worth of use for almost $200. There is no way that I will return this microwave and exchange it or ask for a refund. I will never set foot in another Sears store so help me as long as I live. Sears is just another five letter word for cheap. I have a receipt, but I am too pissed off to look for it. Besides I have a record of it because it was charged to my account which I intend to cancel as soon as I cool off enough to talk to one of the dumb ** on the phone. I don't know nor do I care what Sears has to say about it. I have put a huge sign in my front yard. That sign faces state rte #127, a major artery. It says SEARS KENMORE MICROWAVES ARE CHEESY PIECES OF **. There may be nothing I can do about the microwave but I will leave this sign up for the rest of my life.

It now is apparent I was given the wrong unit at time of purchase, I was given a PowerMiser9. I paid for PowerMiser 12. Their records indicate that is what I purchased by model number and expiration date of warranty. Technician leaves while I am still trying to resolve this. I get transferred, cut off and I call again. I speak with ** supervisor who assures me she will fix this and agrees that warranty expires 2/20/2017; I am put on hold over 30 minutes while she says she is adding notes to file that Sears will cover it replacement; to make it clear with notes so when 2nd technician comes back he will see Sears is covering in full under warranty. ** comes back and says, "Oh I am sorry. Someone must have input wrong warranty date". No you gave me the wrong heater at time of purchase.

I then speak with **, a supervisor who is arrogant, unprofessional, rude and cocky! He continually repeats, "All roads lead to water heater you have. Not our warranty date in the system". He offers me a $50 off the service call. All roads lead to nothing... Certainly not Sears. Every appliance I own was purchased at Sears, tool chests, craftsman tools... Just so frustrated! Several employees acknowledged it is still under warranty yet they refuse to cover it. DO NOT DEAL WITH SEARS FOR ANYTHING!

Today (10 Jun 2015) checked status online. Status shows item delivered. Called customer service - was told item was released today by warehouse to UPS, asked for warehouse location agent, placed my call on hold and then hung up after 25 min.. Called customer service back. Connected With ** - undisclosed location, asked to talk to an American representative was told she could only connect me with a case representative. Connected with ** at undisclosed location. ** was extremely apologetic and assured me would do everything possible to help me. Ask to talk to American representative - could not do that. Could provide me with CORPORATE EMAIL ADDRESS.

After much ranting and frustration results were: No Product, No Shipping Information, No Status other than that Item had been shipped and delivered, No Americans Talked To, And not enough room on their feedback page to Complain & more aggravation because There was no customer service - just lip service with NO RESULTS.

Again I called benefits department they informed us (we were all on speaker phone) to close the service order and they would replace the Kitchenaid oven when they had the closed service order. Again I called with names and numbers of everyone and Sears said the tech is their third party and a Sears tech had to come to my house. I have been on the phone for 20 hours over the past two weeks and no one can help but they are always saying "I'm sorry." Yesterday the Sears tech came out and what a surprise nothing is "wrong" but when he left he told us to be careful because the outside of the oven is hot and Sears says that is ok. Thanks for wasting my time and I hope this gets out there and no one has to deal with that joke of a company.

I called the service number on Sunday the 24 hour seven day a week phone number and they said nobody was available and they would call me back at 8 o'clock Monday morning. I waited until 3:45 pm Monday to call and was on hold waiting for over 35 minutes before the first person pick up the phone. I told her that I was kind of upset about what had happened and that I was upset that I've been on hold for 35 minutes. She said that I needed to talk to the service department, but that WAS the department that I was on the hold for the previous 35 minutes. I asked to talk to a manager, I don't want to be on hold again. She put me on hold again. I was then on hold for another 30 minutes waiting and the only reason I didn't hang up it just went was because they said that I would be able to respond to the survey at the end of the conversation and I just want to let them know what was going on.

When the gentleman answered the phone I told him that I was really upset. I was at that point and that I didn't want to be put on hold again and I asked him if he was a manager or supervisor. He said no. I told him I didn't want to be on hold again and I want to talk to manager supervisor. He said he needed to switch me to the claims department which is the number that I had called over an hour previously. Without pausing he said I needed to talk to the service department and put me on hold again. I never was able to talk to anyone and this is not resolved yet! I am out hundreds if not thousands of dollars between the floor the food that was in my refrigerator and I've been without a refrigerator for nearly a month.

I called Sears, and they sent the same installer. He said, "It needs gas and I will do this in a week!" I called Sears to complain that he should fix his mistakes before doing more faulty installs. He came back days later and put more gas in, but this did not work! I purchased central air because I am a disabled veteran with a bad heart. I asked Sears to send another installer. They agreed, but they sent the same man who again did nothing. We have endured record heat for two months now, and my Sears 8000 dollar air conditioner is still not working. Nothing is being done!

Then today, when my service call was supposed to happen, I get a call from the parts department informing me that the parts aren't in yet. WHAT THE ___? I assumed an appointment is an appointment and I really need my dryer. So how long will I have to wait, I ask. Well one of the parts is on back order so we are not sure. THAT IS UNACCEPTABLE. So I got mad and said to cancel the appointment and I was going to cancel the warranty program. The guy said, "Well I can cancel the parts but you'll have to call another number to cancel your subscription to the warranty program." That was at 8:16 this morning. And it is now 9:26 and I am still on hold after having been shuffled from one rep to another. OVER ONE HOUR ON HOLD!!!

I just got on the line with a warranty rep. I told him my experience and he tried to tell me that I was wrong and that the reps are working from a script so I was told it was a monthly fee. I told him he should review the call recording for quality assurance and hear exactly how the conversation went. He assured me that they would do that - yeah, right. He is trying to help me (read - cover for Sears) and offered a waiver of the $39 monthly fee for one month only if I stick with the plan. Woohoo, should I jump for joy? I don't think so. I also asked for a refund of the $60 deductible I paid for the service call since they didn't do anything and it was in connection with the erroneously represented program and he said he would not do that. So I am out $60 bucks, spent a good portion of my morning racking up minutes on hold on my cell phone, and guess what, I still have a broken dryer. Thanks Sears.

For three months, April 2015 - June 2015, I have numerous times telephoned Sears, been placed on hold (up to a total of 65 minutes), stated the issue up to four times per phone call, been transferred to another department (sometimes up to four times), and each time I have called and been transferred, it has been necessary to restate the issue: My $126.29 refund has not been received. They acknowledge that the refund is indeed due me; I've been told various things, from "It's in the mail," referred to yet another department, and finally, the last two occasions I called, I was informed that while the refund check had been issued, the check was presently in their accounting dept for review, where there was "a one-month backlog", but again, the refund should reach me within the next two weeks. Not happening here. Never has anyone followed up to ensure the matter was properly taken care of (that I got my darn $126.29).

I sent an email to Customer Experiences Support who forwarded my email to Repair Customer Support. I today received an email from **, Sears Holdings Corp, Repair Customer Support, stating "... I see that $126.29 is refunded to your account. Since you have not received it, I request you contact our protection agreement team at 800-827-6655... We will be happy to help you." That's just one more time Sears customer service reps have not taken care of the problem at hand, and instead pushed me off on another Sears dept or Sears rep. Well, I phoned the 800 number and was placed on hold; that was 61 minutes ago and counting. I've never had such a bad experience with customer support in my entire life. And now, after 62 minutes on hold, I was just disconnected. I am so frustrated.

I explained I was already in receipt of my SEARS and asked how could SEARS request payment from me for merchandise I have not received. She was rude, spoke over me, and read from a script. She didn't cancel the order. She said Sears was waiting for a refund from the third-party vendor and after they received it then they would credit our account the payment. I asked "what if the vendor doesn't refund the money?" She didn't have an answer. I said "why am I being loyal to a company when the company is not being loyal to me." I said their business practice was unacceptable. Why should I have to wait for the third-party vendor to pay them back to get my credit card cleared of this erroneous charge. I am not asking for more than what is right. Remove the charge from my credit card for merchandise I didn't receive.

After unloading our old fridge & freezer, one of the guys tells us he needs two more people or they won't be able to take the items off the truck. It just so happened that we were having work done on our house and were able to ask our other handyman to assist. So, now we have the two guys from Sears, the person who was doing work on our house and buyer moving a 405 LB fridge up the front steps. We don't understand why not sent the personnel needed to haul a fridge that you deem too heavy to move by two guys.

It gets worst. The delivery/installers state that the doors cannot be removed on this model. And, stated that they have specific instructions from Sears to never remove the doors from this particular fridge due to electronics. So they take the entrance door and a hallway closet door off the hinges, remeasure and try to get the fridge down the hallway. This does not work. So we completely rearrange the dining room - current junk room in order for them to pass through. They measure several more times. After much lifting, turning and moving they have to use the customer yet again to hold open the doors on the fridge in order to pass through. They place the fridge in our kitchen, hook up the power and water and give no further information. We ask about temperature, cooling and more information. They seemed clueless. One of them at least showed us the buttons on the front of the fridge. But the other guy was in a hurry to move on.

Also they showed up in an Enterprise Rental Truck. This has been the worst delivery experience of our lives. We called the outlet store to get another service person to help us and were told that it would be another 72 hours before someone could come to our home to help with new fridge. The rep stated that she could schedule us for this service but that if we schedule more than twice, we would have to pay another ridiculous delivery fee..... What????? Are you kidding me? We buy a fridge, get horrible delivery with no instructions, then we ask for help and you try to stick us with a fee if we have to reschedule? Wow, how about that for service?

When we were younger Sears was a respectful company that seemed to have good products and service. But these days it seems that is a thing of the past. Maybe if you Sears would put more focus on customer service and less focus on threatening your employees who don't sell your required departmental percentages on the overpriced, worthless Sears Maintenance Agreements, Sears might survive. But keep this up and you will continue down the slippery slope that is the death of so many businesses.

One more thing I am paying $419 or more for a warranty - this was done in 2014 and 2015. I was told that I should not be paying for a warranty until 2018. Plus Sears have the highest interest you can hardly pay the bill off because you are paying so much interest. The last time I talked to someone in their corporate office I broke down and cried, I was at my wit's end, they have I given me such a run around about everything saying that they will come out for repairs at a certain time and don't show. No consumer should be treated like this and when they are paying their money. They finally showed up and replaced the air conditioner June 25, 2015 at 12:30 p.m.

Today, I check my bank account and Sears cashed the $7000 check for work they did not complete. This is the worst customer service I have ever experienced, and to this day no one has called me to clear anything up and they took all of my money. I am so disgusted by this company and I thought you were reliable. I now have NO idea if I am getting a refund, and no one will answer my calls. You should be ashamed of yourselves.

At 9.00 they called to let me know they would be at my place at 9.10 - I asked to postpone, they told me no problem. They also promised to call me to let me know the precise time. Since then I called 2 times the delivery crew, one time the salesperson and several times the customer service. They told me 4 times the crew was on their way to my home - so I waited. At 4.00 pm I called again, since no communication received, and Sears told me they had to reschedule to Wednesday.

At that point I already had the technical scheduled to connect the dishwasher on Monday (since Sears doesn't do that) and my realtor to come over to take pictures of the kitchen. Thanks to Sears I was not able to have the house ready for the brokers presentation on Tuesday. My property will hit the market on Thursday assuming I will get the dishwasher on time (which I don't believe so).

I called Tuesday (6/23/15) at 4pm to make sure they would deliver on Wednesday as promised. The customer service told me the delivery had been scheduled for Friday. I complained and told them that Monday I talked to a Manager and she assured me it would have been Wednesday at 11am. I also asked to talk to a Manager again - the guy said he was busy and he would have called me back (which never happened). He also said the dispatcher would call me on Wednesday (today) at 7.00 am - it didn't happen - so I went to Albert Lee Appliance got a dishwasher and cancelled the order.

Sears will refund me and it will take 10 days - that is unacceptable and I'm filing a complaint to Better Business Bureau. So far I bought all my kitchen appliances at Sears - I won't do that again. They are not professional, they don't care about customers, they made me waiting for half day at home, the communication stinks. Really NO REASONS to go there again - they are not reliable.

Instead, I heard nothing from Sears even though I contacted them numerous times and was told the lawn mower is in "transit." Finally, on 6/20 Sears called me and told me the lawn mower is repaired and ready for pick up. I told the person that they were not to repair it per my earlier instructions and that I was very dissatisfied with the service and lack of communication. Sears never called with the estimate or received my approval before the repair. I will Never shop at Sears again as this is the second time Sears has shown me they are not reliable.

When I called Sears, the company I write the check to, I was told I had to call the third party vendor to work it out. I was told it is not Sears's responsibility to handle the situation. The individual I spoke to, ** said he was the highest supervisor I could speak to and no one was above him. He was condescending and would do nothing to rectify the situation. When you call Sears corporate headquarters, they route you back to the same number. Sears is absolutely useless and this was the final time we will ever deal with Sears.

Parts weren't delivered in time so I reschedule appointment and two weeks later when Technician arrive to my house he informed me that parts which were ordered by Sears customer service are wrong, that technical bulletin for this problem was issued and that manufacturer change control board after we bought fridge, because original control board was defective, not giving the unit enough time to thaw. Technician order new part which arrived in June 22, but it was the same part which I already have. I spend two days calling Sears going in circles because nobody at their Customer service could figure out why correct part ordered, but wrong part received. Finally I was able to place another order for the part, but it is not available and estimated ship date August 18, 2015. Now I will be without fridge for almost three month if not more. All this trouble for 6-month old top of the line $3000 fridge?

The item clearly states on the website and on the receipt: Home Mattresses, CLOSEOUT - Richton Plush II Queen Mattress Only. Item: 98593, Model: 500199-551. I have spoken to the manager, **, at the Woodbridge location. He was very unhelpful. He said either he could cancel the order or I could contact corporate. I contacted corporate. I was hung up on once. Transferred to the wrong department the second time. I was transferred three more times and then told by ** that there was no supervisor available to help me and that the SKU indeed has a different description than the item listed and I should just cancel the order or get half a box spring.

The agent at WhyNotLeaseIt said that Sears would refund my payment But Sears did not refund my payment. The Sears clerk said she didn't know how to do refunds. She called her supervisor who was not trained to issue refunds. The Sears agent decided to disconnect the computer and my payment was supposed to be stopped but it wasn't. I wrote to Sears Corporate Holdings who was unable to issue my refund. Sears has started taking their customer's money instead of earning it. DO NOT SHOP AT SEARS. They will steal your money like they stole mine.

I told him that was not what I was told it would be and he said he would get back to me shortly. At 1:00 when he hadn't got back to me I started calling Sears to find out what was going on. They gave me the run around until after 5:00 and the repairman never showed up. Their customer service people were avoiding me and told me there was no need to be upset. Well, I disagree. I was very upset. What kind of bait and switch are they running? The appropriate agency needs to look into what Sears is doing.

The repairman showed up on the 13th and worked for about an hour. He told me that it was a stuck contact and he had reset. I told him what had happen with the two power outages but he said that it was good and left. He did not wait to see if was working. I waited several hours and could tell that it had not been fixed. I call Sears Repairs, explained what had happened and was told that they could have a repairman out the 15th. But, when I told them that it was a warranty repair I was transferred to the Warranty department. I was then told that the first time they could have a repairman available was the 20th - which was another week.

On the 20th about 10:30 am Sears Warranty called to tell me that their repairman had called in sick and that I would have to wait till the 25th. NO ONE SHOULD USE THIS PART OF SEARS. IT IS A SCAM. Today I called, tell them I had stop payment on my membership. I was on hold for a 1 hour 56 minutes before I spoke to a person. WHAT A COMPANY.

When they left I realized that they never left me the hose... I called customer service and they said they would credit my account. After a week passed I still had not received a corrected invoice - I did a live chat with their customer service department. Neither credit had been made to my account. The hose credit had been logged in but never credited... The damaged $50 credit wasn't even mentioned. I have better things to do than babysit Sears' customer service dept to make sure they are doing what they promise. They have a major issue with communications and integrity and follow through. At least now I have a copy of my live chat for documentation in case my Visa bill is still incorrect.

So the associate went to ask the manager if they could deliver on one of those days. Guess what? Yep you guessed it - nope it could not be done. Now a side note, we have purchased in the last year and a half a stainless steel stove at almost a $1000, and a mattress at over $1000. This fridge was a little over $2000! So my husband called Sears customer service and got a very nice man named ** who said no problem to have it delivered on a Monday but it would be in 3 wks. As I said our old fridge was working so we had no problem with that. Well today we were to get a call telling us when our delivery time was, well we didn't get one so we called to find out and guess what again? They couldn't deliver it on Monday. It was scheduled for Wed because that's the only day their system would allow!!! Really?!?

So my husband talked to a supervisor (as I was to pissed off to do it without reaching through the phone and hurting someone!) and she even verified that the paperwork said Monday and not Wed but they still would not do it because their system wouldn't let them!! Since when can a company not override a system to make their customer happy?!? Well that would be Sears!!! So we cancelled that order and will be canceling our Sears card and NEVER NEVER EVER SHOP AT SEARS AGAIN!!!!!! So anyone reading this please do yourself a favor and don't even think of going to Sears, you'll only have problems.

We have fans and they ain’t helping. So they said they can give me 100 points to buy an a/c from Sears or Kmart... Sears’ cheapest one was $180.00, Kmart’s cheapest was $160.00 with insurance plan. Went home and took out the big unit and put the little one in its place and covered up the open spaces. No it is not cooling the house down. I call them again and this time I spoke with someone that was very nice and understanding. He explained that there was no reason why this tech did not go to the nearest Sears store and pick up the power cord that it needed. Now we’re On the 21st of June and have no one to help us. I don’t understand what is so hard for them to give us one temporarily until ours gets fixed.. It’s hard ‘cause my grandfather has Alzheimer’s and dementia and gets physically combative... This heat is unbearable... Please help.

So I called today and went through the I can't find that transaction (even though they emailed it to me and I gave them the order number). I asked to speak to a supervisor and he said it was not his department. He could only give me a 888 number... no extension or name to speak to. So I call again, after 25 minutes on the phone, get a nice person, and she tries to help me get her supervisor... talk to him and he said that they can't help me. Even though I purchased the hot tub from them, and they made money from the transaction, they are not held responsible at all if the other company is no longer in business or won't back the warranty. So lesson is... don't count on Sears...they are happy to take your money, but won't stand behind the basis of you giving them the money! I wonder why the company is doing so badly?!! I can send you a copy of the email if you want that proves they had record of it...

The top of the range was shattered when delivered which they (surprisingly) exchanged. But, yet again, delivery failed to show up THREE more times. This has been taking place for almost a month at this point. Delivery, Customer Escalations and the Store Manager at this location would not properly compensate, so everything is now being returned. I will gladly take my business elsewhere and will never support Sears in any way, shape or form again.

To make matters worse, the initial repairman, who did not repair anything, disconnected our dryer and rearranged it to the point that we cannot use it. Follow-up calls to Sears did not resolve any issues. Absolutely no efficient or effective communication system. Sears used to be known for its high quality products and service. No longer. They have lost a customer.

I decided to go back to the store to dispute this issue. I was told by the manager that the sales associate who sold me the oven had been on the floor for only seven days and had "made a mistake." Well, this is not really my problem, is it? I told him I wanted installation like it indicates on my slip. Then, he offered to have it installed for an additional $100.00. Of course, I refused. A deal's a deal.

I told the manager that I wanted to return the oven. A call to the delivery people proved to be fruitless. They wouldn't come to pick it up. They then gave me a number for installation. What happened there was expected: They would install it, sure, but for an additional $200. So, I am left with a microwave in the middle of my kitchen floor. They won't let me return it. They won't install it unless I pay an additional amount. In addition, I paid a haul-away fee of $15.00 for the old one, and, of course, they didn't haul it away. Sears is very inept and I will never do business with them again. I do plan on pursuing this, though. The Better Business Bureau is my next step.

On June 8, 2015, I received a phone call from Sears in NM and they wanted to schedule a date and time for installation of the garage door opener. I explained to them that the Order was to be shipped to and installed in Stafford, VA. The customer service agent stated that they had an incorrect address and I should contact Sears at the number shown on the Confirmation email. I immediately called Sears Online Customer Care Installation at 1-800-349-4358 and after over 30 minutes of being transferred and on hold, I was able to explain my predicament to the representative and was told that they would contact my daughter and arrange an installation time and date. I contacted my daughter and told her to expect a call. She received no phone call.

On June 9, 2015, I received a phone call from Sears indicating that they wanted to install the garage door opener and the representative wanted to know if I had received the garage door opener in NM. Again I explained that the Order was to be shipped and delivered in VA. The representative said she would cancel the order for NM and would arrange for shipping and installation in VA. I was assured that my daughter would be contacted to arrange an installation date and time, as soon as the door opener was delivered.

My daughter called Sears and was told that the Sears representative who had spoken to me had canceled the installation in NM and the installation cost was being credited to my credit card and that they were unable to set up an installation in VA because the door opener had been scheduled in NM and this was a "different district." My daughter requested a supervisor and after being transferred 6 times, she was assured that they were "re-ringing" the order for the correct address for installation in VA and gave her a Sales Check Number with further assurance that she would receive a call within 24 hours to arrange for installation.

On June 10, 2015, the garage door opener was delivered to my daughter in VA. No one called to arrange installation date and time. On June 11, 2015, I received a phone call from Sears indicating they wanted to schedule installation of the door opener and again asked if the door opener had been delivered to NM. I explained AGAIN, that Order ** required installation in VA and that the door opener had already arrived there. They again assured me that someone would call and arrange a time and date with my daughter. My daughter received a call from Sears do say that an installer would call and arrange a time for delivery on June 12. But the installer never called on June 11, 2015.

On June 12, 2015, my daughter called Sears to see if they would be installing the door opener that day, but 45 minutes on the phone, being transferred and on hold, she was disconnected while on hold. Shortly thereafter, she received an email from Sears which states: "Thank you for shopping at Sears.com! I appreciate your washer purchase. We receive your request to cancellation the installation services on your order. Unfortunately when your order processed there was an error and the installer received the billing address information and not the installation address information. Our installer canceled the installation service for your order because the address was wrong."

Aside the grammatical errors, the Order was NOT for the purchase of a washer! More importantly, we did NOT "request to cancellation the installation services on your order ". The only correct information, in the email, is that SEARS made an error when processing the order and provided the billing address information to the installer instead of the installation address.

On June 12, 2015, my daughter forwarded the email to me and I called Sears at 1-800-349-43-4358 (Sears Online Customer Care Service) and 1 hour, 34 minutes and 28 seconds on the telephone (and being transferred at 7 times), I was connected to ** and he processed an new installation order, giving me Confirmation Number. ** assured me that my daughter would be called "before the end of the business day today" to set up the installation. FYI, during my conversation with one of the many representatives, I was told by one of the representatives that I would be given a 10% discount for the inconvenience... but I was transferred before she took any information to process a discount.

At 6:30 pm EST, my daughter called to tell me that she had NOT received a phone call to arrange the installation. I called Sears at 1-888-463-7924 and after 20 minutes of being transferred, I spoke with **, Customer Experience Representative, who explained that there was nothing she could do about arranging installation but that she would call my daughter first thing on June 13, 2015 and put her in touch with an installer. After some prompting, ** indicated she would call my daughter and assure her that an installer would call on June 13. Unfortunately, my daughter was away from her phone and missed ** call. However, ** did not call back that day, nor did she call on June 13.

On June 13, 2015, my daughter called 1-888-463-7924 and was told that someone would call on Monday June 15 to set a time. On June 15, 2015, my daughter received a call to say the installer would be there between 3 pm to 6 pm to install the opener. The installer called back citing a family emergency and cancelled the appointment. She was told the installation would be between 12 pm and 6 pm on June 16, 2015. Later, she received a call to say the installation would be between 8 and 12pm on June 16, 2015.

On June 16, 2015, at 7:45 am, my daughter received a call from the installer cancelling the appointment once again and again citing a family emergency. The installer wanted to set another date and time for installation but noted that the installation was still scheduled for TODAY but would not give an exact time. Expecting that my daughter would just sit around (missing work) and wait for the installer to call or to show up. Later that afternoon, the installed called and left a voice mail cancelling any installation on June 16, indicating the would call to reschedule the installation. It is now June 17, 2015, midday and no one has called to reschedule the installation.

This has been the WORST Customer Service experience my daughter and I have EVER had with any company. And frankly I am surprised as the SEARS name has always been such a reliable corporation as far back as I can remember in my 67 years. But in reading the recent financials for SEARS, I certainly do understand why SEARS has lost 2 billion dollars in revenue in the last quarter ending May 2015. If SEARS management could "streamline" the customer service run around just imagine the savings in personnel costs alone, that would be realized. Giving titles of "Customer Experience Representative", does NOT improve the service if there is no accountability to the customer.

Today I planned on filing a complaint with the Better Business Bureau where SEARS respectfully requested : "Sears Holdings has requested that they be given the opportunity to assist with the resolution of your complaint before filing a formal complaint with the BBB. To contact Sears, please e-mail CustomerRelations@searshc.com for assistance. Sears will address your concerns within 24 business hours. Please understand that you can file a complaint with the BBB now or at any time during this process. It is our hope that Sears Holdings Corporation will resolve this situation for you in an expedient manner."

Now, I respectfully expect that SEARS will see that the garage door opener is installed without FURTHER delay. I respectfully expect a written apology for the inconvenience and time lost from work, by my daughter and myself in our efforts to correct the SEARS error in processing the original order. And lastly, I would respectfully request that at the very least SEARS would provide a full refund for the cost of the garage door opener and its installation... a TOTAL of $ 314.98, as a gesture of goodwill for the inconvenience caused. Your prompt attention and reply to this email is anticipated. It has been 19 hours since I emailed Sears Customer Relations and await a reply within the 24 hours stated, otherwise I will be forced to file a complaint with the Better Business Bureau.

I called the corporate customer service department and upon checking further, the gentleman I spoke to told me that the technician was not sick but had spent 5 hours on what was planned as a 45 minute call and he wouldn't be coming. This guy was very professional and apologized and offered me $65.00 off the service call if I would reschedule which I did. My biggest gripe is first that nobody at Sears Repair thought to call me and let me know the tech wouldn't be coming...and second that the first customer service rep flat out lied to me. I don't generally give my business to liars. If the tech shows up for the next appointment and fixes my problem, I believe I will avoid Sears in the future.

On June 16, 2015 at approximately 9:50 am I received an email notifying me that my appointment was canceled. I did not receive a call within the 24 hours allotted as stated. I didn't even receive a courtesy call the day of. I called the number that was listed in the email only to inform me that the tech who was scheduled to repair my appliance had called off, and that I had to reschedule my appointment to Monday. The agent had never given me a date. The agent also apologized and offered me a gift card, that I would receive via email within 24 hours.

I accepted the offer along with the rescheduling. He told me that I would receive an email with the offer and confirmation shortly after. Within 30 minutes I received a appointment to repair my microwave on June 29, 2015 between 10 am - 2:00 pm. So basically I have to wait a month before I am able to get my appliance that is under warranty repaired. I am interested in knowing the process because I am without a properly functioning appliance and highly annoyed by the lack of customer appreciation.

When no one showed up to install our opener, we contacted Customer Service and were told our order was auto-cancelled because they do not provide installation in our area. No one called us or offered another solution. On top of that, we were told we could expect a refund within 7-8 business days. When that did not occur, we contacted Customer Service and were told they made a mistake and it never processed so it would take an additional 7-8 business days for our refund. In short, we have called, been transferred to, spoken to, and received lame e-mail replies from numerous customer service reps that have no idea what is going on. No one has been able to help us.

There is zero communication in this company and it is so fragmented that you literally are told to call a different 800 number for every single topic or question. When you ask to speak to a manager, they are never available, probably because they can't keep up with the amount of angry customers. It's a shame because when my parts were my age, they always made their major purchases at Sears but clearly things have changed for the worst. Never again I will I buy anything from this store, even if my life depended on it. Bottom line, there is no customer service at Sears.

I then called them back and after explaining my dissatisfaction, they told me they would send a technician out Monday between 8 and 5. Monday came and went and no technician and no call. I called them back at 6:30 and they told me that the technician had not done any of his appointments for Monday. (That's not my problem and I didn't need to hear this). A supervisor told me the only thing she could do is have the company that will be servicing my equipment, call me. We have taken off work to get this handled, and now we can't take off work, and still have an issue with our garage door opener. This is absolutely the worst customer service I have received from any company. If you don't care, just tell me.

Original Review: June 15, 2015

My husband purchased through Sears.com what he thought was a tablet/laptop. The package never showed up on time for my birthday. When we called they said they would refund the $15.00 shipping fee. 4 days later it arrived. 2 day mail shipping was less than 9.00 on the package itself. We found out it was shipped from a third party, not Sears. No returns accepted just exchanges. My husband had emailed the company Gifts something, with no respond. I emailed them- no response. We spoke to Sears several times. Another representative offered me a $50... credit on my credit card for the issues we were having.

We returned the package return to sender through the post office several days ago. We get a message today. Mind you this started 3rd week in May. No one answers our calls at the company's email or phone number and none of the credits promised ever came through. The post office accepted our return to sender. It is the original package sent to us. When we found out that it wasn't from Sears directly and we read other reviews and seen an example of the product we would be getting we sent the package right back.

Sears has made a HUGE ERROR IN GOING THIS ROUTE. Letting these companies if they are ever legit companies advertise through their website, a website that represents them, the Sears name. I will be leaving Sears after over 30 years. I will be canceling my credit card and I suggest you do too. I don't care how desperate a company is financially. You do not sacrifice your customers to make a few dollars. You don't subject your loyal customers to unprofessional business practices.

I ordered an LG refrigerator from Sears on May 19 2015. They said it would be delivered to me on May 29, 2015. I was notified on May 28. I was told the fridge was not available and that it would be delivered on June 5, 2015. As expected on June 4th I received a confirmation email from Sears as well as two confirmation phone calls confirming my delivery window of 4pm-6pm. I left work early and waited at home for the Sears delivery man to show up 4-6pm. The truck arrive 20 minutes late at 6:20 pm. I showed him the space in the kitchen and then he returned from the delivery truck and said "Your item is not on my truck. I only have two mattresses on the truck." UNBELIEVABLE!!! He said he would have Sears call me, which they NEVER did.

I called Sears myself that night only to be given a stock answer of "we will have the Warehouse Manager call you within 24-48 hours to try and get an earlier delivery date than June 5 (which was the newly decided delivery date)." The Warehouse manager, or anybody from Sears never called me! I called Sears on Monday myself to receive a lot of scripted answers by their inept and inadequate call center employees and supervisors who had NO authority to escalate the situation or explain why this delivery man showed up to my house with an empty truck.

I was PROMISED that they would deliver the LG refrigerator on June 5 or someone would call me to tell me the order had not been fulfilled by LG. I received TWO phone calls confirming the June 12 delivery on June 11 and I took the day off of work as they assigned a delivery window of 12-2pm. By 2:45pm NO fridge. No phone call. NOTHING. I called Sears irate, long story short, demanded to speak to an escalated management team, waited on the phone for over THREE hours and never spoke to a manager. The agent said "the new delivery date is JULY 5!!!" Nobody even asked me if this is OK, I won't even be in town. They have now promised someone will call me, which I don't believe will happen.

When no one showed up by 4:55 called customer service and was informed that truck was near and they would get back to me. Asked to speak to a manager. Manager informed me that she contacted trucking company and that delivery was not going to occur. She was surprised I had not been informed. ** ID ** told me contacted trucking company to get me added on to Sunday delivery and she would contact me when heard back from trucking company. Never heard back from **.

When I called back a couple of hours later and asked to be connected back to ** representative would not. Told me no chance of delivery. Tried to offer me 10% discount coupon. Cancelled my order and will never buy anything as Sears again. Poor products (Kenmore washing machine done after less than 5 years) and horrible customer service. Wasted 2 days of my life that I will never get back waiting for Sears to deliver... No wonder Sears is in trouble... Will never go to Sears again, as they have no respect for their customers.

Sears said they would not repair it but would refund part of the insurance premium -- like having a car accident and having your insurance company say your car should not have been covered, they would not repair it but would refund your premium. I had little recourse except perhaps to sue. A few months later my second furnace stopped working, Sears claimed it was because ice had clogged the exhaust -- this without coming to check -- and that they would not fix the furnace. So while I still had the Sears Warranty I had to get another company to fix the furnace.

When my Warranty was up for renewal after one year I pointed out to a Sears Supervisor the problems I had experienced earlier, and was assured that the warranty program was under "new management" and in addition they now offered what appeared to be reasonable monthly rates for full house coverage. So I subscribed again. 5 months later -- last week -- I had a problem with one central cooling unit. I began calling Sears everyday for 5 days. (888-396-4696) and have so far been unable to get a repair appointment.

The routine is I get a rep who verifies that I have the whole house Sears Warranty, he/she then transfers me to repairs\ schedule an appointment. I then end up waiting on average for 70 minutes, after which someone comes on inquires about my problem and then hangs up. I have also tried to schedule a repair appointment online but I am directed to call a number (800-424-2047)! This also keeps me on hold on average for 52 minutes and then disconnects. This has happened daily for 5 days. How can a company like Sears be allowed to get away with these practices on a continuing basis.

Mind you, I had been rearranging my schedule each time only to go through the same infuriating process. The fifth time, the driver of the truck came to my house only to tell me that he just had the box springs but no mattress. He asked me where I wanted the box springs and I said, "why would I want the box springs with no mattress?" After the fourth cancellation, we asked for a refund and they said it would take 7 - 10 days so, we thought we would wait and see if it would finally get delivered. Big mistake! Do Not Order Anything From Sears! It is completely infuriating!

Unacceptable and almost laughable that they would ask a customer to wait that long after it was a lie and mistake on their part. I am beyond frustrated and will do my best to deter anyone from using Sears repair. TERRIBLE. For such a longstanding company, it is really sad that they cannot run their business better. Clearly they need to hire more service men if you are booked solid that far out.

Called customer service again asking what is going on (BTW my number was unrecognized through the automated service saying no delivery was linked to it). The guy I was speaking to now, says there has been a routing error (can't explain specifically what happened or that means after I asked more than once). At this point I'm very angry yet keeping calm with him. I ask so why I can't get it delivered Saturday when Sears customer service confirmed it to arrive then after my call Thursday night. He couldn't give a real reason just repeated routing error. Closest date after that I could have it delivered was Wednesday 6/17/15.

He so called said he confirmed it and set the time I wanted (like last time, and they lied). Now I have no idea if it will really get delivered this time or if they will just screw with me a second time. Have to wait half a week to see if anything happens. If they mess up again, getting my refund and never shopping with Sears again.

I took it back to Sears where they said it would have to be sent out for repairs. Eleven days later after hearing nothing as to the status of the lawn mower, I called the number on the repair receipt. After a 15-minute wait, I was told to call another number which I did. After another 15-minute wait the customer representative asked how she could help. After I explained that I was checking on my lawn mower, she said "I'm sorry. We seem to be having technical difficulties" AND HUNG UP!!! When I went back to the store the moron manager named ** was more worried another customer might hear me than fixing the problem. I will NEVER buy another thing from Sears. Ever!!!

Then, about two hours later I received an automated phone call trying to confirm delivery to the hybrid address that doesn't even exist. I wasn't given any options to talk to a real person but was referred to a phone number that does not work. I finally found another number and spent another hour getting the runaround. I finally just cancelled my order. I will never order from Sears online again. Too painful!

Some of his chat conversation was hidden. It becomes visible when you send it as an email for records or print it out. There is coding that hides this text then makes it visible after the fact. They hid text that told me I was eligible for a service agreement contract then charged me $222.99 which never appeared in the chat. Every statement in the chat about the agreement was hidden until it was emailed to me. I also noticed an email from Sears thanking me for purchasing a service agreement which I thought was the repair service. Once I opened it and saw the charges I was a little upset. Then I opened the chat and saw all the text for the agreement and the same charges but they never appeared in the live chat.

Seems that Sears is using deceptive and fraudulent practices to sell these agreements. The person working there, **, followed through to get his commission. I contacted my bank, filed a dispute for the charges that night. Today I contacted Sears customer service to clear up the matter. They said they can not cancel until next day until the service call is closed out. I agreed to a service call and paying the technician out of pocket so as not to use the agreement making it binding.

Customer service assured me the contract would be cancelled. I went back to the chat and chatted with another person who assured me the contract would be cancelled next day and charges reversed. I grew up with Sears stores and products. Now my level of trust has just hit rock bottom with them. Seems that they have now joined the business white trash hall of shame. My next move is to send this information to California Sate attorney.

Just a note about these contracts. Most are not necessary when you buy a new product. They have warranties and most will break down within the first year but run for many years after. Why would you buy a service contract on a product that is already covered? Service and warranty contracts are a way to generate income. If products were to break down that often these companies could not afford to sell these contracts. Don't waste your money unless it's deal of the century.

The technician called at 7:45 pm to ask if we even wanted him to come - "yes, we need our washer to work!" That "fix" didn't work so they scheduled to come from 8 am-12 pm a couple of weeks later. When the tech called I was at work so I asked if he could come at 12:30 in which he replied "okay, should I just call your number?" Yes. The technician then turned around and put into the system that I was a no show at home and didn't answer the phone call. Why wouldn't he just tell me that he couldn't come at 12:30? He just flat out lied. And CS didn't even care that the technician lied to us and told us they couldn't come out for another 2 weeks. So you can show up 3 hours late but there is nothing you can do for another 2 weeks? Just replace the lemon washer so that I can move on from talking with you guys, please! I will never purchase through Sears again. There are so many great companies out there who actually care about customer.

NO - we were told our manufacturer's warranty trumps our Master protection plan for a full year. Which means... no new fridge. We have to take our broken fridge back and use that money as a credit towards another outlet fridge. What is the point of buying the master protection plan? If it just means I am needlessly double covered? This is ridiculous.... We are going on 30 days and counting now and I will NEVER buy from sears again.

On top of that when I called last Friday to process a replacement for our fridge I was told by an employee that it would take 48 hours to process and get our money. We woke up the next day realizing the compressor had gone out and my wife called (on Friday) and asked if they could expedite the replacement money so we could get a fridge since the repair person broke the compressor and we had a warm fridge. They said it hadn't been processed until that morning and it wouldn't be until Wednesday that they could have the money ready.

We called today and was on the phone for 2 hours with the only knowledgeable representative we have spoken to. And she said there weren't any notes in the system at all and then told us about how the manufacturer's warranty trumps the Master Protection Plan. My family is coming into town tonight for a full week from out of state and we won't have a fridge. BEYOND FRUSTRATED. This has taken 30 days to get to this point.

It is incredible that they had not respect for me wasting a personal day at work to be available for this appointment. Not to mention the disconnection between their phone service and the technicians.

I phoned Sears and spoke to an inaudible service rep and expressed my dissatisfaction and gave her the opportunity to rectify the problem. I asked her to make sure I got it by the next morning and all would be good. She told me that they were completely booked and I'd have to wait for 2 more days after I already told her I was leaving town. I promptly cancelled my order and she couldn't care any less. I refuse to spend $3,500 on home appliances and be treated like I'm complaining about a pizza. Shortly after I cancelled my order, the contracted delivery company (that doesn't work for Sears) showed up to deliver my appliances.

I understand things happen, but if they were that late getting started, their supervisor should've been on the phone with every customer that morning to let them know there's a delay. Instead I got a phone call after waiting past my 2 hour window telling me there's 3 people ahead of me and they won't be here. Completely unprofessional and unacceptable. Service rep at Sears had every opportunity to work this out. #lostsale #lostcustomer #powerofreviewingproductsandserviceonline

Updated on June 16, 2015: Second time isn't a charm! Well it's me again and it's June 16, 2015 and I still don't have my refrigerator fixed or replaced! 5/22 it stopped working and Sears great warranty services still don't have my problem solved! I've been super patient but you can't be with Sears because they don't care about you! Only care about the $47.99 payment we make to them! I CAN'T GET THE TRUTH OUT OF THEM, ALL THEY DO IS LIE, LIE, LIE, LIE, LIE. People save your money and buy another company's warranty because SEARS KMART IS A DAMN SCAM, I'll keep you posted and maybe I'll have a fridge by Labor Day!

Two weeks ago, the washer starting giving up problems: extended wash cycles, excessive movement of the center tub, washer movement during spin cycle. I called Sears for an appointment and got a service date two days later May 28th, 2015. The technician spent about ten minutes at my house before diagnosing the issue and ordering a long list of parts (pump, tub, drum assembly, etc). He explained that the washer needed to be rebuilt and that the earliest available appointment was June 9th, 2015 (12 days later). The repair receipt provided to me by the technician listed the price of the repair at $1,609.98 ($1,301.98 Parts / $308.00 Labor). The technician assured me that the repair would be covered by the warranty and would not cost me anything. However, as the washer could be repaired, it did not warrant a replacement.

After the technician left, I went through the paperwork. I had to see how much I paid for the washing machine. The original cost was under $800 with another $140 for the contract. There was an additional delivery/removal charge and taxes bringing the total cost to a little over $1,000. After comparing this to the repair cost, something seemed extremely ridiculous about the repair proposal. I decided to call back the Sears Service Center to discuss the intended repair process that was initiated. I spoke with a service person and he conferred with his manager in regards to the necessity of a repair versus a replacement unit. In the end, he informed me that the next steps were at the discretion of the local service center. He promised to contact the service center directly and then call me back. In the end, this call did not come that night, the next day, or at all.

The following day, the parts started to arrive. Six boxes in all taking up space in my laundry room, three large boxes for the tub and drum assembly. Two technicians arrived at my house this morning and spent 2+ hours rebuilding the washer. I discussed what the possible causes of the repair were (too much laundry liquid, using cold water) and how to get rid of buildup in the washer. The technician recommended using Affresh tablets on the washer. I heard the washer running and presumed that everything was working well. The technicians confirmed this and they left my house. I went to the store and picked up some Affresh tablets to run a test cycle on the washer. Almost immediately, I had water running around the washer. However, it was outside of the washer. I quickly turned it off and started mopping up the floor.

I called Sears Customer Service and informed them of the problem. The service person stated that he would send a message to the technician and call me back within half-an-hour. 90 minutes later, I gave the service center a callback. The first service person tried to transfer me to another desk and dropped my call. On my second call, I immediately asked to talk with the supervisor. After waiting 10 minutes, the supervisor was not available, to the service person came back on the line. He informed me that the technician would not be able to come back to my house today and that the earliest was June 15th. After prompting for some further course of action, the service person asked if I would like to wait for the supervisor to be available. I agreed to waiting on hold for another 6 to 7 minutes.

I reiterate the situation with the supervisor and she asked if she could call the local repair center and call me back. I tried repeatedly to get a callback number for her, but she would not provide any way of contacting her except the main 1-800 number. Reluctantly, I agreed to wait for her call. Within 15 minutes, the supervisor returned my call as promised. However, she was not able to give me anything beyond the date that was originally stated June 15th. If an earlier date becomes available, they will try to send someone out. If they need additional parts or another visit is required, then I will just have to wait.

Why is Sears having financial issues? It makes sense to spend $1,600 to repair an $800 washer not counting the shipping charges for the parts. Another visit to follow-up on the first and second, with a possibility of a fourth and etc. If Sears spent as much time servicing the repair contracts as they did trying to get me to renew my contract, I'm sure this would not be an issue. This will be my last large purchase from Sears and my Sears credit card will also be going bye-bye.

Last year I schedule an annual check up for both washer and dryer. I was not home when they came, my daughter was, but she said they only checked the washer, that they did not have an order for the dryer. Now my dryer is having problems and I need to have it working. I called for an appointment today and the first available appointment for our area is in one week's time. This is not acceptable! I need my clothes dried! I could get some other repair person in long before that time! And from the other reviews I am reading, I just hope that they do show up and are able to fix it. I could not keep taking time off to wait for them to really fix my washer. I see a lot of complaints... supposedly they are supposed to give you a new appliance if they can't fix the old one! Maybe we should enforce our rights! They do say on their website "If we can't fix it, we'll replace it. Pick your replacement, get it delivered & re-installed, and keep your protection".

I have always purchased Sears products. In fact my whole house has Sears appliances. After this I will rethink buying anything from Sears. Especially since they charge you top dollar then can't perform. I'm already out over $300.00 plus all the eating out we've had to do. Think twice when using their credit card too. They charge you 22% interest. It's a shame that a company who was rated with great customer service for years can no longer provide that. Maybe they should go out of business.

I also had terrible issues when my vacuum broke under warranty and had to deal with Sears Repair Center. I recommend just buying a new vacuum from another store at this point. They made me send my vacuum to their Repair Center in Chatanooga and their customer service was horrible. Nobody knew anything about my vacuum's repair status and they just didn't want to deal with the issue. Most frustrating is the fact that you will waste so much time with trying to connect with someone who can help you and then figure out that they don't know how to help you or what's going on.

Their repair center gave me a different answer regarding my vacuum's repair status each time I called! I dropped off my vacuum for repair in February and I was barely given credit for my vacuum in June. With the credit given to me I ordered the Dyson and shouldn't have to go through Sears for repairs. I will not shop at Sears ever again after going through such a nightmare of wasting time, dropped calls, and clueless associates. Very Poor Customer Service!

The first supervisor disconnected the call. The second supervisor (** in group **) promised me he had arranged for a Saturday delivery and someone would call to tell us exactly when it would be. No one called. I am now on hold again and have been for an hour because customer service tells me that ** did not, in fact, arrange for a Saturday delivery and it will arrive on Tuesday. So we are back to square one.