Sears Reviews

I called customer service and that is when all the fun began. After at least five separate customer service reps and an hour on the phone, the end result was immense dissatisfaction. Two reps refused to connect me to a manager when asked and another who did, connected me to the wrong department. That manager, who promised to connect me to the home delivery manager, instead transferred me to another customer service representative. I was told by two reps that the one page quick guide fold out was my owner's manual, and when I told one of them that I found it online on the GE site, said that I should just print it off from there. One of them offered to mail it to me in 7-10 business days, while another tried to tell me that online orders don't come with owner's manuals and you have to order/pay for it separately. Needless to say, we will NEVER order from Sears again, and I"m so sorry that I bought our refrigerator from them with a two-year warranty. I can only imagine the runaround we'll get should something go wrong,

At an early point in this nightmare, we paid of the total bill. By the way, the initial estimate was 100 square feet over on the take-off, so we asked cust serv about the verified 100 SF overcharge, and they said that they would be sure to take it off when they do the second half of the charge at the completion of the job. Then we found out that they had already charged us for the whole amount (including the overcharge). To top it off, he left goop on many of our baseboards.

Washing machine repair: The first guy said that he repaired the main problem. He didn't. He said that the washer would work just fine until he returned. It didn't. There were other parts that needed to be ordered for a tune up and it would be about 2 weeks before they arrive. They sent a different guy to do the tune up and said that he needed to order additional parts for the initial problem that was supposedly fixed the first time. We got the parts about a week later, but cust serv said that nobody could return for about 2 more weeks. Then they made the repairs and it still doesn't work right. It makes a funny new noise when washing & spinning. He said "that's normal" and wouldn't try to fix it.

Now our dryer is acting up and we are DREADING having to call them back, but we are stuck with them due to our warranty constraints. I think that the customer service dept. bears the brunt of the blame and their dispatch practices are atrocious! I recommend NEVER to hire Sears home service for anything!!!

If you do decide to use Sears, NEVER buy on the first visit! The salesperson is under high pressure to make the sale because they are 100% commission paid (10% of sale) and the loss of a sale hurts their sales percentage greatly because they grade you ALL the time. They make on average 3 sales calls a day and will fire you pretty quickly if you start losing sales. Think about it, is the salesperson there for your best interest or theirs?

Sears also has what they call "recovery". When you don't buy on the first visit Sears wait about 3 - 4 days and then they call you back asking if a different salesperson can visit you again to offer you a significant discount without saying what the discount is. The salesperson has an additional 20% to play with on this visit and gets 5% of the sale if you buy. The original salesperson does not have this 20% in his pocket to use unless they start giving up some of their 10% commission. This is why they try to get the highest price possible.

Sears promotes that they use "authorized installers" to do the work for you. Sears does not have their own home improvement staff, they sub-contract everything out to YOUR local contractors. This means that you are immediately paying double by going with Sears and getting someone else you don't even expect. If you do go with Sears, have fun trying to get service if something goes wrong. They play "pass the phone" and make you wait days to get your issue fixed.

Why would two different parts cost exactly the same? If I could have had the same parts and labor for $239.00, how much am I being overcharged? Has he been stealing from the customer for Sears for 38 years? As to my washing machine.. he just shook his head in a no manner.. Said it can't be fixed and should be replaced, without even looking at the machine. Between my stove and washer and dryer I spent over $2500.00 at Sears. Am I supposed to replace the washer and dryer (the best they had at the time) for another $2300.00? The part he ordered for my range is listed as a clock/timer? Guaranteed for 90 days. After 90 days am I supposed to buy a new range for another $2500.00?

I am not used to this kind of incompetence from a service company. He is going to fix my stove/confection oven on 10/04/2103. I am wondering how much more he is going to charge me for the next circuit board.

On that date, a technician arrived. No deck. He called his manager. The manager said the deck would be shipped by truck and if it wasn't there in three days, he would personally call me and bring the deck himself. No call from manager and no delivery of deck. It is now three days post that date. Three more calls to Sears and no deck or call.

Their record indicated I had two dryers with two different purchase dates. I tried to explain that I only had one dryer, but that would not convince them. They had apparently entered a phony purchase date to ensure coverage by their protection plan, so I decided that what the heck. If they like a later purchase date, that's fine with me. Sears Service is about on par with the performance of the U.S. Congress. I know that if my on-the-job performance was at this level, I'd be looking for another job. Sears is a great place to buy appliances, but when it comes to service, they are in the muck.

Oh, I got the $70 in points for each dishwasher, but I can't redeem them on the 2 dishwashers... unless I want to do as they suggested and return the dishwashers, have the sale credited, and repurchase the dishwashers!!! I can only use the money to buy more things... When you go to Shop Your Rewards you will find many items you can't use the points, but if you can, the price on the item is higher than at any other store. OUTCOME: DO NOT PURCHASE ANYTHING FROM SEARS!!!

My last few years of dealing with them have been a disaster. They replaced my clothes dryer after months of sending me defective parts and one technician after another showing up and criticizing the former technician for not knowing how to fix my dryer. Then the new clothes dryer's motor almost caused a fire after one month. They wouldn't replace this defective dryer but instead replaced the motor. Now I don't have a washing machine and wasted enough money on their worthless service contract to buy a few new machines. They have lost a loyal customer. I will no longer buy from them or their Kenmore brand which have lost their dependability.

It is today September 17th, 4 months from the original order and we have not been credited back the $181.51 from the second purchase, despite it being returned on August 28th (3 weeks ago). We keep being told that we should receive the returned money soon, but it has yet to happen. We have been offered no compensation, virtually no apologies, and have only received attention from customer service when using Twitter to complain about this series of purchases.

Against my better judgment, this weekend I ordered a tool box from Sears for in store pickup from our local store. I paid using PayPal. I received an email saying that it was out of stock, but that my money was being returned to me and that it would return to my account in "moments." I reordered the tool box from a second location and picked it up. Yesterday I realized that my account had not been credited back for the tool box that I never received. I called to get a refund and was passed around. Today I was told that they are "processing" the cancellation and that the money might be returned in 3-5 business days and I should just give it time. The customer services department workers at Sears are all tied by policies that do not allow them to meaningfully handle complaints. All they do is offer condescending platitudes and apologize for "confusion" and "inconveniences." They are now withholding over $300 owed in returns. This is beyond ridiculous.

After calling back and speaking with the sup he was able to get me to someone that would honor the original price I paid. That agent ended up charging me again for the mattress, box spring, and also the second box spring. I called back and spoke with another agent who informed me that she would credit my banking account. Also the agent informed me that I would receive a call letting me know when the appointment would be set to best suit my time.

I get an automated call on Friday night that the beds would be delivered Saturday morning. I did not agree to this time because I have to work. I called out of work and the delivery men showed up with just the box springs and no mattress. The delivery man called the warehouse who informed me that a separate appointment had been made to deliver the mattress on Tuesday. I am off on Sunday's and Monday's not Tuesdays. I called customer service and was very upset; I told the agent from the start that I was very upset. When I was trying to explain the situation, I interrupted repeatedly and then was told, "You don't talk to me that way!" I was upset which should be understandable, especially since I was being charged twice for something I hadn't received.

I requested to speak with her supervisor and she told me I would have to have a good reason to speak to her and she needed to know. I told her I had a problem with her talking to me the way she was and she basically tells me off. I finally had to tell her I wanted to speak to a sup because she was being a ** (which I really didn't want to do but it was the only way to get a sup). She places me on hold for 30-45 min. The delivery men stated that she was being very spiteful and apologized for her behavior. The delivery men were very nice and was also trying to work with me and their agents. I told him I wanted everything together because they would also have to haul my old bed away. He informed the agent he was speaking with and they made another appointment for Monday to deliver the mattress and box springs.

This morning at 8:00 am, the next delivery men came to my door with the mattress only. I called once again and was told they could only deliver my mattress and not the box springs. I went ahead and had them haul my mattress away and left the box springs here. They refused to send someone out today on my day off and told me they would make an appointment for tomorrow. I have to work and it was still early in the morning. They have stated they would place a window for tomorrow from 4:00 to 6:00 but I am not home until 4:40 to 5:00. I have been given a discount but was promised 3 different $60 gift cards that I have yet to receive and the money is still not back into my account. I have had to miss work and spent numerous hours on the phone with numerous rude customer service agents. I am not satisfied with the way my order has been dealt with. The whole ordeal has left me feeling that Sears is not a professional company.

Compensation must be in the form of a check as I have already purchased replacement units. I have any and all necessary documentation to prove my original purchase of 8/10/04 & 08/28/04 and the fact of the recall, including 2 original sales receipts and the recall card received in the mail on 07/05/13. I have dealt with the recall department and with Sears Store Management over many weeks with absolutely no response (even when promised) and obviously, no resolution as follows:

07/09/13 Mav of Recall Dept promised escalation and a call back - NO RESPONSE EVER RECEIVED. 07/16/13 - Brian of Recall Dept promised a supervisor call back - NO RESPONSE EVER RECEIVED. 07/24/13 - Bob, Recall Supervisor opened case # ** and promised to escalate and that the "Executive Team" would call back - NO RESPONSE EVER RECEIVED. 07/30/13 - Ian of Recall Dept promised a supervisor call back in 10 minutes - NO RESPONSE EVER RECEIVED.

08/01/13 - Bob, Recall Supervisor promised to resend electronic communication to Executive Team and a call back within a few days - NO RESPONSE EVER RECEIVED. 08/01/13 - Visited Sears, Hicksville, NY Store and spoke to Brand Central Lead, who tried, unsuccessfully to get a response out of the recall department. Dan also stated that there was nothing he or his department could do for me and referred me to a general customer solutions toll free number. 08/16/13 - Valerie of Recall Executive Services promised a response, if I FAX proof of purchase (which I promptly did) - NO RESPONSE EVER RECEIVED. 08/19/26 - FAX follow up to Valerie, Executive Services - NO RESPONSE EVER RECEIVED. 8/26/13 - FAX follow up to Valerie, Executive Services - NO RESPONSE EVER RECEIVED.

Over the next several days, I received 10-15 messages about "how important it was that I call to reschedule". I eventually did call & rescheduled for a 1-5 appt. When no one showed by 4, I called and was told that someone would arrive by 6:30. This has been a pattern with Sears for previous appts. They don't seem to care whether the repair person shows up on time or at all and how much that Inconveniences a customer. I will never buy another appliance from Sears. They undercut prices of local dealers to get the sale and promise excellent service and repair services. The planning and management of that system is one of the worst there is. Buy your appliances from a local company.

Two days later I was again trying to reach someone at Sears who could explain why there was no building permit issued. This time I was on the phone over two hours. Now the records of the furnace installation had magically disappeared. I was looking at my copy of the installation papers while Sears told me they didn't install the furnace. I am probably going to have to take legal action to get this resolved, which I cannot afford. Sears says on the top of their paperwork that they will obtain any necessary permits. Don't believe it. Ask your installer to show you the building or mechanical permit so you won't run into problems later.

The way that place is run is a circus or zoo. It's unprofessional, disgusting and pathetic. Also the managers don't care at ALL about customer service and if you are trying to give a discount to a customer you get in trouble, or if you attempt to give good customer service, the managers do nothing to get on the phones or help, and are even worse than the associates. I was bullied terribly there on two occasions causing me trauma, and I was also physically hurt by managers in the past and one manager kept coming and rubbing himself up against my chair in a disturbing sick way - he was a short weirdo who was doing it as some kind of power trip. Also they give opportunities to losers and degenerates. That's why the place is run like a circus and there are losers on power trips there.

I was bullied by two managers and treated like a criminal for NO reason... when I was a GOOD associate.. .I did my job and worked hard and instead of being praised, I got harassed and mistreated so badly I was too scared to come to work. Loud, obnoxious low lifes who work there are rewarded and the same managers that bullied and harassed me from what I heard SLEEP with all the women there and once I saw a manager pull aside an associate just to talk to him about women. It's an UNETHICAL horrible place...

The minute I complained about the mistreatment, I was due to being fired... though my manager, Chris, did not even tell me I was on a warning though I asked him many times. So in turn, my managers sort of sabotaged my job... It was terrible. I was fired AFTER being bullied, harassed and traumatized horribly... It was a HOSTILE work environment and they pick on NICE people there and reward all the ghetto jerks, unethical and low class losers and jerks that work there. So in essence, if you are TOO GOOD to be there...it's a good idea to RUN FAST or you will be bullied and mistreated by all the pathetic and inferior low class people that work there.

I was a good associate who got physically hurt by a manager, sexually harassed, then bullied, demeaned, talked down to horribly by two psychopathic male lunatic managers on power trips who treated me like crap, too scared to come back to work, not told I was on a warning when it's their job to tell me, then fired after I complained about it. This is a TERRIBLE place... Beware...Winter Park call center Sears... This place likes to terrorize and bully good decent female employees and there are others who have been screwed over too by this place. What bothers me is that they couldn't just ethically fire me... I would have had no problem with that...but these jerks had to bully, mistreat, traumatize me before firing me unethically anyway... Really bad experience... Not a good place...

The next available repair appointment is in another month, when I will be out of the country. When I call, I spend hours on the phone with very nice, courteous people who are completely unable to help resolve this issue. I have been disconnected twice today and have had to start again from the beginning. I am being reasonable and courteous. So are they. However, no one is able to schedule another repair appointment within a month, even though I know the technician will be at my neighbor's next week for her fridge.There is no point in having this Protection Agreement. They have not been able to resolve this issue for over 2 months. That's a long time. This is a refrigerator. It is not safe or healthy to live without a working fridge. I will buy a new one tomorrow, at my own expense. So why did I spend over $500 on a Protection Agreement?

Today about 2:30 to 2:45 PM, I called to confirm that they were still coming today and they said “Yes”. At 5:40 PM I called to check. As is your procedure, each time you call and each time you talk to someone you must give them all your data, over and over again. I talked to customer service (?) representative no. 1 and told her the above history and wanted to know when he was coming. With each person I have explained that I had a hearing loss and asked them to work with me on that. After a while it became more and more difficult to hear, especially with their accent. I explain that I think their accent is lovely, but with my hearing loss it is very difficult to hear. I asked to speak to someone who did not have an accent. I was not trying to be ugly; it is just harder to hear and understand. I was put on hold while they tried to get someone.

I told this same story to customer service (?) rep. no. 2, customer service (?) rep. no. 3, customer service (?) rep. no. 4. No. 4 was the only fluent English-speaking rep, and she promised me she would be able to help me and that she would come back to the phone. She did not. I waited 60 minutes and then the call was dropped. I called back. The same thing repeated to Customer Service (?) Rep. No. 5, customer service (?) rep. no. 6. I waited 60 minutes and then the call was dropped.

Your customer service (?) rep. did not even have the decency or courtesy to call and tell me that no repairman would be here this day. Total time now: 2 hours!!!! Then after about four minutes, I received a call from Sears and was told to call them. I did, the same story, told to: customer service (?) rep. no. 7 (again difficult to understand). She told me that there would be no available repairman today - Friday, September 6. No available repairman Saturday, September 7, no available repairman Sunday, September 8, no available repairman Monday, September 9. And that Tuesday, September 10, from 1 – 5 PM would be the earliest anyone could come.

I work 60-70 hours each week with 10-12 additional commuting hours. Next week is an extremely busy week for me, and there is no way I can take off. So, I will have to get someone to be here to receive this repairman. That is just great. I told them that that was preposterous; that there had to be emergency people available. So... I have an appointment scheduled on Tuesday, September 10. The time for customer service (?) rep. no. 7 was 38 minutes.

So, the total time on the phone was 2 hours and 38 minutes. No working washer, items in the family room, took off work. Keep in mind, my original request was August 20. Now, my questions to you are: Do you call this Customer Service? Why do you have telephone representatives that are difficult to understand? What are you going to do about this situation? I hope that since this episode has been so disgusting, that you will not respond with some meaningless form letter or email. I have been a homemaker for 49 years and have had mainly Kenmore appliances. Your level of customer service (?) is absolutely horrible. It is apparent that you do not care. And you wonder why your company does not make more money than it does.

When referred "up the chain of command', a manager in the Tuscon, AZ "Successful Outcome" department offered to sell the items to us at a 20 percent discount... when they become available... at the current regular price...not the currently advertised sales price. The manager also offered to order the items that were currently available at a discount. When she began the process, she offered to order the range... the exact same range that allegedly was out of stock...was showing as available on her computer just as it appeared on my computer. The manager admitted she could not provide a "successful outcome"... her very reason for being...since Sears was providing the apparently incorrect information. This account does not include the contents of a jammed file folder of e-mail communications in which Sears reps provided misinformation or failed to respond to direct requests or questions.

It is unclear if my experience is an example of the classic "bait and switch" practice employed by unscrupulous merchants or a scenario of unprecedented ineptitude and inefficiency. For now.... my credit card company is confused, we have no Super Labor Day Sale Kenmore appliances on a truck, and we have wasted about 25 hours of our lives as well as a black ink cartridge and half a ream of paper to document this fiasco. I may need to engage an accountant to decipher my upcoming credit card statement as well as a hypnotist to remove this experience from my cerebral memory.

Then I start tweeting and Facebooking and blogging about how bad Sears is. I get contacted by parts manufacturer (Whirlpool) who finds and ships me part that Sears claims they can't get in a timely matter. At the same time Sears freaks that I am putting this on social media and we are contacted by executive offices who tells us how they will hold our hand and get this done - yadda, yadda, yadda. So let me tell you how helpful they aren't.

In the past week I have been told by Sears twice, as in two different days, that I had a repair appointment. One was blown off and the excuse was "we don't know why that appointment was even made". Yesterday's appointment which was made by executive office was cancelled by customer service after I had waited yet another four hours on my second day of Sears appointment waiting this week. Customer service said they cancelled appointment because we didn't have the parts.

We have the freaking parts. We need the repair done, we tell them. And even though we have this specific case number assigned they want us to explain it all AGAIN! So I go back to social media to discover that Sears has blocked me from leaving feedback on their Facebook page because what I left was negative. Basically I can look at their page and like things, but I can't message them or leave feedback. So now I am coming here. I have a brand new oven that has been pending a repair for OVER a month.

I still hadn't received a call by Monday afternoon, so called back; I spent OVER AN HOUR on the phone with 7 different customer service people (with two hang-ups and multiple transfers, after I asked for a supervisor several times), trying to either troubleshoot my system issues, or trying to ensure that I was scheduled for an earlier appointment. I STILL didn't resolve my issue. Then, I received a call on Tuesday from a representative who told me that a TECHNICIAN WAS AT MY HOUSE, AND TO PLEASE LET HIM IN (there was NO communication before this to advise me that anyone was coming). Ultimately, I will NOT be renewing my contract with Sears, as their customer service is the most atrocious I have EVER encountered. ABSOLUTELY HORRENDOUS is an understatement.

I called Sears Protection Agreement department. They put me on hold for more than 30 minutes. His name was CJ. He told me he will try to schedule an appointment with the so-called Service Providers. After 30 min. hold, he came back to the line telling me I need to call to schedule the appointment. I called another rep at Sears and was connected to a supervisor around 12:30 pm. She got my number. It is 3:23 pm, still haven't heard from her. I called again around 1:45. They put me on hold for another 15 min. I got annoyed and hung up. I am on hold as of now for about 22 min. for a "supervisor" and it is 3:26 pm and yet nothing has been resolved.

Sears officially sucks. I will take legal actions against Sears because I need to be compensated for all the food that has gone bad in my refrigerator, all the time I have wasted on the phone, the fact that I missed work and all the other reasons they have caused me to go through the stress right now.

One week later, the same 2 contracted repairmen returned and installed the control board. The fridge still was not cooling. They ordered a new fan and scheduled another appointment with us for a week later. One week later, the same 2 contracted repairmen returned and installed the new fan. The fridge still was not cooling. SO FINALLY they investigated further and found leaking oil and coolant behind the back panel. When I expressed frustration that they were now going to order more parts and have to return a FOURTH TIME, the repairmen got angry and explained how it was not their fault. (How was it not their fault for not opening the back panel from the outset to fully investigate the problem???)

When I called Sears again, first I was told that it was impossible to offer any compensation because their records showed that only 1 repair call had been made. So I put them on the phone with the angry repairman, who was still in my home. He told Sears that he had been there 3 times. Then Sears told me that I could have a $50 gift card to compensate me for my trouble and the 3 days I had to miss work to meet the repairmen ("We'll be there sometime between 8 AM and 5 PM"). I am buying a new fridge from another manufacturer. I canceled my "Master Protection Agreement." I will never again buy a Sears or Kenmore product. Ever.

The new replacement was 1200.00 less than my original purchase and Sears will not refund cost difference. I need a particular size and width for my kitchen space. Went with Whirlpool as my repairman advised. Shame on Sears, I will never step foot in their store again & I lost at least 40 hours of my time at store, service calls, and e-mails. (Sadly I did not see the previous complaints on-line before I went to Sears.)

Wrote letter to CEO with my concerns and I was surprise to have very nasty lady from the executive branch call to explain Sears does not repair products under warranty from other manufacturer, and I must take it to the manufacturer repair center. Very poor communication from the executive branch! Question is ... 1) Why Sears repair center sat for over 3 weeks and did not call until I made a status call?; 2) Why Sears took lawn mower for repair if they are unable to repair products under warranty from the manufacturer? I am dumping Sears as my repair center. Watch... another division of Sears will close soon!

Now, I know why. I hear and can see that they do not hire enough techs to cover the areas and they just keep taking on new customers. They promise them the world, but deliver very little. Who pays the price for our frustration, the appointment setters and the techs, while the higher ups just keep cutting corners and lining their own pockets. So after over twenty years with Sears and being treated in a very shabby manner as a long term customer, I will be cancelling my service as many others I know have done and going with a local service repair person. I am guessing the Sears will not be too far from JC Penney as far as going down the path to destruction. It is all about the customer and they just don't seem to get that concept. Luckily, there are many other stores and service providers that welcome our business and are willing to hire the manpower needed to service their agreements.

I called Sears and asked why they don't just replace the machine. The call was escalated at customer service. I'm told they have some ratio before it is replaced and 2.5 weeks and $2100 in parts is apparently not at the threshold to replace. Can't make an appointment until she gets the tech's report either. She does say they will reimburse me for laundry or perhaps I could rent something until it was replaced. Oh yea, I'll run out and rent a washing machine. Another day and now, I can't get an appointment for another 6 days. So now, I am approaching 1 month without a washing machine and oh, their laundry reimbursement policy? I called today. I work about 12 hours a day and the closest laundromat is 10 miles away. That's simply not an option for me.

So I'm told today that, since I only called about it today, the policy is that they will reimburse you up to $25 per week / $100 per year. But of course, that for me is prorated to only 4 days as I only called today. I can only strongly suggest the nonsense they feed you when they sell the agreements has nothing to do with real life experience. Beyond that, after my son moves day after tomorrow (without doing laundry), I begin to gut a bath and my kitchen for renovation. I am glad this happened when it did or I might otherwise have purchased my new kitchen appliances at Sears. I won't make that mistake now. Here's hoping I finally have a washing machine again sometime in the near future.

Original Review: Aug. 19, 2013

June 15th, 2013, I brought dehumidifier to service center. I have a warranty. Told that it would be done by July 3 because their repairs are "backed up". Received call that repair would not be done until "later" because they had to order a part. Received call to pick up dehumidifier on July 23. Repair not done because "part not available". Called Sears. Instead of replacing appliance, they send technician to my house. He has to (SURPRISE!) order a part. Will return on August 21st to repair. Received robot call to call SEARS. Sat on hold for 20 minutes. Spoke with someone who could not speak English. Told that repair was scheduled. Received another Robot call to contact customer service. Sat on hold for 20 minutes. Operator heard my story and transferred my call back to the phone tree. I have to reschedule my repair but cannot be sent to the correct operator. SURPRISE, the "part is not available". The dehumidifier is only three years old. It cost $400 to begin with. I purchased a warranty. All SEARS has done is send me from one person to another. Seriously, why don't they just replace it.

I too am having problems with your warranty service. Just a quick down and dirty: my previous Sears outdoor propane grill self destructed and totally burned to become a useless pile of scrap stainless steel. I replaced it with a Weber grill from Sears in May of last year and repurchased the extended warranty. The other day the propane regulator began leaking propane so it needs to be replaced. Simple fix right? Upon contacting your extended warranty department, they had not updated my account with the new Weber grill and still showed the grill that burned itself to oblivion. Next, since they don’t have my new one listed, even though your people delivered it and assembled for me at my home, are going to SEND OUT a tech to verify the unit AND check out the part that needs to be ordered. The first date available for the tech to come to my home is in ONE MONTH AND TWO DAYS. Really? In addition, he obviously won’t have the part with him so it will most likely be ANOTHER MONTH OR TWO before my grill is repaired with a simple regulator and hose. A TOTAL OF 3 MONTHS! REALLY?

Would you consider that to be good customer service and make you want to do business with such an incompetent group of folks? I think not.

Sometimes business leaders get so busy and attend so many meetings that the daily operation gets overlooked and management becomes out of touch with its customer base and more interested in their MBA’s next catchy buzz word or out of the box paradigm. Far be it from me to tell you how to run a retail business however I will tell you that the customer, your life blood, is not happy. When your customers are frustrated enough to rate your service at the lowest available score, then you might want to consider some changes. Otherwise, your customers, your life blood, may become leukemic and we all know where that leads.

I’ve been a loyal Sears customer for over 40 years but most likely won’t be in the future unless something changes. There are way too many alternative sources that do care.

Called customer service after they could not find the order number I found it. It showed 2 bolts that were on the order but no tire. For the tire they had to transfer me to Sears.com. Was transferred after ordering the correct part (note: Owner's manual part numbers were reversed between front and rear tires and still is). Sears.com said they could not help me and transferred me back to where I started. After going through all of the info again they transferred me back to Sears.com yet again. I asked for a Supervisor no less than 5 times, was put on hold again. When the person picked up she told me she had a third party vendor on the line. I again asked for a Supervisor and she hung up and left me with their 3rd party vendor who will not take the return as it was not their fault.

Earlier I ordered the correct part and was told it would take approx a week to arrive. An hour later I received an e-mail telling me the part would not arrive for almost a month. I called Customer Service yet again and told them to cancel the order, they told me they would try..... I asked if I would get a confirmation from them and was told I would have to watch my credit card statement.

What a circus Sears has become. Customer service is poor at best and while waiting for customer service you listen to a recording about how easy ordering and how they have the easiest return policies of any company. WHAT A LIE LMAO.

The new unit was delivered and I tried to call to submit a food claim as part of my warranty that I purchased. The claim was denied because Sears replaced the unit instead of waiting two weeks for the technician. The supervisor basically said that I should have waited for the technician and got a loaner until the technician could come out. The unit was two weeks old. I called customer service and they said that they only handled online orders and my only option was to go back to the store I purchased it from. I could also call their 1800 complaint line regarding this matter.

I called the complaint line and they basically told me there was nothing I could do and I was basically out of luck. She even went as far as to say that the Sears warranty does not kick in until after the manufacturer's warranty and the manufacturer does not cover food loss. When I informed them that I did not feel this was good customer service and I would never shop at Sears again, they offered me a 10% off coupon. All the representatives I spoke with did not seem to be concerned about how I felt. They all spoke to me as if just reading from a script.

The company didn’t get the order to ship until the 7th of August then told me it would take another 5 to 7 days to ship it. I called and asked why this was and was told they were calling warehouses to find the mattress. Asked why I was not notified of delay. She put me on hold for 15 minutes, I hung up. Still don't know why and have the bed and no mattress; today is August 9th. I'm hoping no issues when I take the TV back this weekend.

Since that time, I have had more than a dozen repair appointments over the last 6 months, which have resulted in the installation of 4 fans, 3 mother boards and 2 cooling systems (at least a portion of it) to no avail. Not only have I had to live with a refrigerator/freezer that doesn't meet the minimum requirements necessary to keep groceries effectively, but also I have had to dedicate 4 hours of each day that I make an appointment to the meet window that Sears requires for such service.

At this point, I have little faith that this problem will be resolved in the foreseeable future and while I realize that the extended service agreement affords me $500 towards the purchase of a new appliance, after the fourth failed repair attempt, I am no longer willing to further invest in an appliance that only lasted me 14 months (even more so, considering the most experienced Sear repairmen are unable identify and resolve the problem after such repeated attempts).

So, I decided instead to write CEO of Sears to try to appeal to his sense of customer loyalty by asking for the replacement of a product that was obviously not manufactured well (the above is based on that letter), but the customer service rep who responded would only offer me a choice of a $100 gift card or the $500 store credit mentioned above. Seriously?!? Firstly, who would choose the $100 gift card and secondly, I'm guessing she didn't care to read my letter.

So finally while posting this, I find that per his comment bustedfridgeinMN of "Sears won't stand behind and can't fix our 'lemon' fridge!" on another complaint website has received a replacement fridge - lets see: 14 months old when problem started - check, refrigerator won't cool properly - check, bought service agreement - check, multiple attempts to fix with no success - check. So what gives?!? In the case of Sears, what gives is buyer beware. Unfortunately, it would appear that Sears looks at a situation like this as a one-time transaction as opposed to what the retail business is based upon - repeat customers. It's a shame... Best of luck with that, Sears.

Today we got that visit from a tech who told us he was going to order the SAME part he'd ordered and installed less than 2 months ago - even though this wouldn't fix the problem. When I called Sears to ask about the logic of this, they stood their ground and blamed the technician for not asking for his manager's approval to replace the fridge. Upon contacting the service dispatcher, I was put on hold so she could speak with the technician - who then claimed he never told me what he told me. More Lies! Nope. I'm done with Sears. Looks like we'll have to banish the loud fridge to the garage and just buy a new one - from somewhere else.

One winter later, in Summer 2013, after a month of experiencing cooling problems again, I happened to go to the basement to walk into a half inch of standing water which had soaked the studs! The Sears air conditioner had been leaking water and we had a bigger problem on our hands now. We spent hours of missed time from work, to get the water out and basement professionally cleaned/dried. That bill for the water cleanup alone was $900! We called Sears multiple times and applied for a claim, have not heard back from them so far!

Later, a Service rep from Sears came by and said that the real problem with the Air conditioner was the coil. When he returned the next time to fix the A/C, he walked in with a bill of $400. He said, "I will only service your A/C if you sign here to pay the bill". When I told him that this is unacceptable, he picked up the bill and left! After multiple calls to customer service, I am still here without a working A/C in summer. I decided today, to just pay once again and try to get the A/C fixed once more. When I called the scheduling dept at Sears, the person on the other end started the conversation with, "I will only schedule the appt. if you agree to pay for the service"!

So, this is how I see it. They sold us a bad product. They sold us an even poorer service. Both of them cost us over $1000 of water damage. Finally, they will once again come over to fix this bad product, with bad service, charging us once again to do so. I am only worried about what I will do next year in Summer when the A/C stops working the 4th time?!

The package that went to my son's home was never received. It was tracked to be left on a front porch he does not have in the apartment he lives in. If by chance it was stolen because he is not home for delivery, that is why I didn't want it delivered that way. After another two phone calls, it was entirely too difficult to have them deliver the wrong half of the order in the same manner as the right half, by phone, and I was not willing to do it online again. It only took another three phone calls to get my money back. It is my opinion that Sears has been behind the progress curve for a very long time. The change from catalog to internet might have been less traumatic. Success in the brick and mortar has much less history.

On May 18, I called the DE Outlet Store that had the fridge I was looking for. I spoke to a salesman who verified that the fridge was there and described the damage to it. I told him I was going to go order it online right now, I did order it. The order was accepted and went through with a delivery date of June 2nd. I called a couple of times to check on the order because it said processing and was told that Delivery had issued a ticket for delivery and everything was okay. On Thursday May 30th I called again to verify that the delivery was still set for that weekend and after being transferred, disconnected and transferred again I was told that the Store had double sold the fridge and that it was NOT coming and even though the store had received a delivery ticket daily for that fridge, they had not notified anyone and there I sat waiting for a fridge that was NOT coming.

My credit card had been charged on 5/19 for a fridge that Sears was not going to deliver and NO ONE did anything about it! I called Sears again on June 2nd to find out why there was no refund. I got Paula ** who seemed to be very interested in resolving this and one that was going to actually follow through and make sure that something was done. She said she would talk to her manager about why the refund had not gone through and why Sears held onto my money for 15 days on a fridge that was never coming...as well as ask about purchasing one from a Sears store offering a credit for what had already happened.

Paula called me back on June 4th. She processed the refund for the original fridge and while on the phone we ordered a new fridge with an expected delivery date on 7/21. She said she had to process the full amount however could issue a credit the next day. I received an email stating that the credit had been processed on 7/05. The following week, there was no credit of the $811.38 I had been promised so I called customer service again and emailed every single email address I could find after no one was taking accountability regarding this issue or the email I had stating that the credit had been issued. The following week again there was no credit and I called with nothing done...

The following week still no credit and by that time I stayed on the phone and was transferred multiple times, disconnected and had to start over until I got to what you call the case management or something like that. They told me that they processed the long awaited credit on 6/29 and gave me the authorization number. Again it took them 24 days from the day it was promised to refund! It is now July 26th and actually Sears has had money for a fridge I do not have possession of since May 19th, holding up my credit card. It may not be the same fridge but nonetheless Sears has held onto money for a fridge since then. I have been notified of 2 more delays on the fridge I have paid for but never received so today I said I have had enough and cancelled the order after another delay.

After not getting refunds in a timely manner the last 2 times in 2 months, I requested that they cancel the order and give me an authorization number of the refund and was told again like I heard so many times before that it would take 7-10 days. I no longer believe that since I have never received a refund until I remain on the phone and call multiple times spending hours going through your so called system to get to someone who will help me.

Today I spoke with Reach, Chelsey **, Alisha, then Kisha ** and ended with Manny **. I even asked Manny if he was going to follow through and track my refund to make sure it goes through and he said no it would come in 7-10 days. I asked Manny if I could speak to who he reports to and he refused and said my only option is to wait for this refund which after the past two experiences I know is not coming.

So since May you have held onto varying amounts of money ranging from 2700-3500 on my credit card, I never received these phantom fridges and it is clear that my order is cancelled, there is no merchandise to return however Sears insists on holding my money until well into August for merchandise I have NEVER received!!! I actually worked for Sears in my youth in the appliance department and I can tell you that back then there is no way Sears would do this to customers and I wonder why you think it’s okay to do it now?

I caution you, Sears is not what it used to be. You deal with call centers all over the world and they just pass you off to someone else with no one actually resolving the problem. Luckily this is my 3rd go around with them in the past 2 1/2 months so I knew to contact my credit card company to dispute the charge so they will work on it as well. Very sad that what was once a respected company is no longer.

I was contacted via email by an apologetic and very nice member of this team, Danielle, who said it was "waiting for the technician" again, and in another email and phone message, she said they were having trouble finding a source for parts and were awaiting that. She called again on July 18 to say that the technicians were not able to get parts after checking several sources, and it would be sent back to the store unrepaired, and we would be refunded any prepayment. So a day or so later I called the store to see if it was back, and was told no.

I called again on July 23, and was put on hold while someone (supposedly) checked on it, and was disconnected but no one called back. I called back in about an hour and let the phone ring for 15 minutes, and again no one ever answered it. So the next morning (7/24) I called and spoke with Angela, who was concerned and said if it wasn't on that day's truck, she would send it to the Escalation Team again. It arrived, and she called me back! I received a refund when I picked it up.

All told, it was almost 6 weeks and hours on the phone and extra trips to resolve something that was promised within 2 weeks. Unacceptable service, Sears, but you have some good apologists. And your Tucker Repair needs to answer the phone. And by the way, they have a survey request through SurveyMonkey on the receipt. I tried to use it, but it hangs up on the first question (unit # from the receipt, which is a drop down list), and flags it as not selected, so you can't go to the next page or complete the survey. Go figure.

Another more recent incident involves my mom's air conditioner. It suddenly started leaking water. When the repairman came out she was told it couldn't be repaired under the service contract because the leak was caused by rust. The service contracts states that repairs are okay when things break by normal wear and tear which is this case. The rust occurring in the air conditioner is where the condensation flows through the unit to get outside the house. If there's rust, it's negligence on the Sears behalf for the type of metal used. Sears is putting the rust clause above the normal wear and tear clause to avoid repairing the air conditioning unit.

We have made numerous calls and waited for hours getting transferred to different sections only to be put on hold or hung up on. When we did get a chance to speak with someone we were given all types of excuses as to why they wouldn't repair it but the rust is what they settled on. My parents have paid thousands of dollars into their service agreement over the past 40 years and this is the best service Sears has to offer? We're not sure if the heating part of the unit is damaged yet due to the water leakage.

When the technician came on 7/9 to install the part, he discovered that we had been sent an "N Coil" rather than the "A Coil." He said he couldn't install the "N Coil" and that in fact Sears was incapable of getting any "A Coils" for us. His sole advice to me me was to hire out an outside contractor to rebuild my Central Air Conditioner unit's housing in order to accommodate the "N Coil," at my expense. The most conservative estimate I have received is well above $800.00.

I have told numerous Sears customer service representatives on the phone that I find this unacceptable. The manufacturer's warranty covers parts on my unit for 10 years. If a part is hard to find, or no longer available, I believe it is Sears that should track down the part, or pay for the retrofitting of my unit to accommodate the "N Coil." They, while sounding sympathetic, refuse to do anything to help me. Sears supposedly "guarantees (my) satisfaction." I cannot express how deeply dissatisfied I am with Sears at this time.

Despite the fact that I have said repeatedly that I have the cards in my hand and am happy to go to their physical location to have this verified they are still unwilling to resolve this issue.. If they cannot put the money back onto the cards then email me the numbers off of a new set of cards. Claiming this isn't possible is simply their way of saying they don't care about their customers.

In my opinion they have stolen $500 from my family. This is an example of the worst of bureaucracy at work. Claiming they have to pass the information on to "an offline research group who has no direct phone access" is an easy out. If they wanted to make this happen they could. They have their money and don't care if I ever get satisfaction. Sears could have made a nearly $2000 sale. Instead they have made a very angry customer. If I ever see that money again you can guarantee that I will not make that large ticket purchase and will spend nothing but the total from the cards. Way to go Sears.

Two weeks later- refrigerator dies. What a surprise. Call Sears. Dead fridge - need help ASAP. "Okay, best we can do it two days from now." Crap. Okay. Make them give me repair company info. Same morons. Call them next day. No record of appointment. Call Sears. They confirm my appointment for ONE WEEK FROM NOW! WTF!

Really???? I get angry, they hang up, twice. I ask for supervisor, they hang up. Call back and ask again. Can't do it she says - don't know how. After much push, she puts me on hold. Says route manager will call. My preferred company will call. "Wait - what preferred company???? The morons at All Appliance Service. No, no, no! I hate those guys." "Oh- we have them as your request." "SERIOUSLY? Do you just make up crap and put it in the records?"

I still don't know if anyone will fix my refrigerator. I will NEVER do business with Sears again.

After a half hour on hold and calling to who knows where the technical support person on the phone suggested that possibly the machine wasn't filling with water because the TRAINED SPECIALIST who installed it had made a 5 pm error of being in a hurry to get home. Already disappointed with the way the day was going we made yet another call to be placed on hold for 30 minutes and was told that the replacement dryer would not be delivered for yet another week (and really if you don't have a dryer what good is a washing machine?). That was when it was revealed that the original set had not actually been in the store to begin with. We were refused to allow to be able to talk with a manager by someone who spoke broken and heavily accented English, placed on hold while she requested an "expedited" shipment direct from the store, LIED to when she got back on the phone and said that one had been reserved and the warehouse would contact us in two days with expected delivery within another two days. We were refused a confirmation number or a cc of the email she supposedly sent to confirm this.

When we called to follow up after NOT hearing back from the warehouse, we were promptly hung up three times BEFORE being able to speak directly to the store manager who referred us to an 800 customer support number (which was a corporate office we were informed) who had no idea what we were talking about and referred us to still another 800 number and we came full circle 2 hours into the phone calls after being promised yet again that we would have expedited delivery from the store to the home by being connected to the saleswoman who originally sold the units to us who after checking said that the "expedited" delivery would in fact fall TWO DAYS LATER THAN THE ONE BEING SHIPPED FROM OUT OF STATE.

If Sears can sell $30K Rolex watches, you think they could deliver a $600 dryer in a timely manner. Sears is no longer a customer friendly business - it is merely a store front for sales shipped direct from the manufacturer. In the meantime, we are hanging our clothes out to dry (as it seems Sears has done us) and wait ...

Now, for the fourth time, which is really more like the 15th time, we have my niece’s wedding underway, all the family is in town at our house, and the refrigerator has broken again, all because the last technician didn't install something right...again. I've been in third world countries where service was significantly worse than Sears. I will highly recommend to all my friends that they look for service on their machines other than Sears who consistently provides us with very poor service, extremely long service intervals, under qualified technicians, apathetic scheduling and poor installation. Nice sales staff, miserable customer service, installation and repair staff, which fits their misleading and undesirable extended warranty.

I scheduled my recall appointment on 2/26/13 and Sears technician verified my washer was experiencing those issues and changed the software test unit. Ever since the technician changed the software, my washer has experienced additional malfunctions such as: power not operable and lid locks up with clothes in the washers from 1 day up to 2 weeks. I have called numerous times: 3/2013 - cancelled appointment due to customer service helping over the phone by unplugging the washer to reset itself to function, 4/15/13, 6/18/13, 7/17/13, and 7/18/13 for the same continuous malfunctions.

Robert, the technician, came on the last two recent appointments. He checked the washer on 7/17/13, ordered a control board and installed it on 7/18/13. My washer did not function at all. Robert called customer service numerous times as well as I to complain of my now non-operating washer. Customer service refuse to acknowledge my warranty through their own technician. He told them working on my washer is like beating a dead horse. My clothes has been locked in my washer for over a week now. Robert called me this evening saying that he is ordering a filter for the washer and placed the part on an emergency order.

The part is due in on Wednesday, 7/24/13, another six days with washer locked with my clothes in it and schedule me on Saturday, 7/27/13, to put the filter in my washer. I am over my four service calls within twelve-month period and have given Sears plenty of time to rectify this issue but they still refuse to replace my washer under the Protective Service Agreement. My clothes are going to be damaged and smelling now since my call on 7/9/13. I will no longer buy any products from Sears again.

I retrieved the generator yesterday and played the recorded message. The Milwaukee repair center crew has no idea where the actual repair site is located (maybe in Illinois). They gave me a national number which I phoned today. Those people are in Florida and don't do anything of value for anybody. They filed my complaint and then admitted that no one ever reads the complaints and nothing ever happens. They would not tell me where the actual repair center is located. This is not service, and I am on a mission to stop their fraudulent use of the term "Customer Service." Sears, just go away and die. Bad products -- dumb people -- dirty stores -- idiots on phones -- what an amazing business model!

Michael said he would process the cancellation and the money would be back on my card within 7-10 business days. My card was not credited so I called the customer service center that handles issues. A case was opened and I was told I would be getting a call from the store manager. That it was policy they get back to me once a case was opened. I never heard from anyone. Last week I called the store and asked, "What is going on with my refund?" He said it was processed on June 30th and should have been back in my account. It is now 7/17/13 and I've not been refunded. I called customer service center back again today and had to speak to several different people until I was put in contact with an acting store manager who said she would look into the matter with her operations manager and get back to me before she left the store for the day. I never heard from her.

I called the store this evening asking for her and she was gone for the day. An employee however looked up my history with the sales check # and saw a note was in the file from corporate saying they needed my credit card number. So if that's the case why didn't the store, corporate or customer service ever call me for my card number?? Why was I told by Sales Associate Michael a refund was issued 6/30 and no one else I've spoken to is able to find any history on this order? Tonight I gave cc number over the phone and he entered it in to be sent back to corporate. There isn't even a phone number attached to this original order. They can only find it by sales check number. And when I ask to verify the amount, no one has access to any info?? I have not had any questions answered from anyone. I get passed from one person to the next. Everyone swears they'll get back to me but it's a month later; I have no refund and no answers and I've had to do all the work to resolve this situation. DO NOT EVER BUY ANYTHING FROM SEARS.

I asked them to send me a new form and they said, "Sorry you've waited too long. You are no longer eligible for the payment." Well, on July 2nd of this year the fridge again went out - it smelled like it was burning, and the food was all warm. The repairman came on the 8th and there was a loose wire. Fixed it temporarily and ordered parts. Made a new appointment for the 18th and gave me a website to make an online claim for the food...which did not work.

I called several times. Finally was given a number to the people in claims, who told me that they are having trouble with their websites. She took my email address and said she would email me a form for the food claim. However, I have received no such email and can not get an answer from the claims department. So am wondering if once again, I will be told "Sorry I WAITED TO LONG TO MAKE A CLAIM..." I am making this complaint in hopes that Sears will contact me, as I can not get results in any other manner...

I called other companies to give me their estimates and the results were almost the same... They were amazed of the terrible work done. Am disappointed because I paid a high price for a unit that will not work with the new systems and also for the money I spent in bills. Now I need to replace both of the units and that is not acceptable! Customer Solutions keeps pointing to the installation department and back and forth their game continues... No solution so far, I still do not have air conditioning... I have a case with the Customer Solutions. A manager was supposed to call me 2 weeks ago and nothing!

It took me three days to get in touch with vendor, who told me to called sups. I did spoke to Miss **, the supervisor. She told me she was going to investigate the matter, it will take two days. Calling her back in two days, she said the item was delivered. But Sears did not pay for a signer so nobody sign for it. By the way the ipod is value at $358.00. Miss ** said the delivery guy scan the item and left it on the step. Which company in this era don't pay for a signer on an item like that? I have yet to received the pod.

I honestly think that I have spoken to everyone at Sears, Firesource, USPS, Consumer Affairs, postmaster general for the last month. Now I got a email (June 14, 2013) from Sears telling me that I should get them a police report and fax it to them. Again one item cannot have two tracking number; two, which company in America don't pay for signer with a ipod touch and value at $358.00. Now where exactly do I go from here. This is one week pay check for me. My daughter got all 4 in state exam (11 yrs old). I promised my daughter the iPod. Again where do I go from here.

For the first 2 months the unit shut-down during every thunderstorm, when the house shook. After 3 visits the contractor found a loose connection on the control board and supposedly repaired it.

Oct 2009 the system would not switch to heat mode. Initial diagnosis: need to replace reversing valve & coil; distributor; pistons; evac & recharge system - $304 total, $93 due immediately. A different tech came for the 2nd visit. I watched throughout his work. He did his own diagnosis and determined that a poor connection at a wire nut caused the reversing valve to not get power. None of the parts ordered needed replacement (initial diagnosis incorrect). With the system running he held a hand to the air flowing from ducts and determined that it should be warmer. He did not measure using a temp probe, and proceded to evac & recharge my system.

He told me that the system contained non-condensables, which could only have happened during the initial installation. He charged me the balance of the $304 using a job code to clear a line blockage including evac/recharge & replacing the filter dryer (requires soldering). He did not replace the filter dryer, never even had a torch in his hand. After he left the air from my ducts is the same level of warmth as before he recharged the system. I've paid $304 for someone to twist 2 wires together and add a wire nut.

At the time, I made (6) calls to various Sears customer service lines, each passed me to someone else. One department assigned a case number and told me that I would have a written resolution within days. I called 2 weeks later and was told that they canceled the case. They could not explain why I was not notified, and would not speak to me. They gave me another phone number, which I called the next day. Another person, another transfer. The 2nd rep of the day told me that the day before, 2 different managers listened to my call and would not speak to me b/c their dept is not responsible for my complaint type - ignoring my point that it was their dept who canceled the case without notifying me. She also told me that the 2nd technician applied a job code which actually cost the amount I paid despite no parts being replaced.

After speaking with a district job manager, he showed surprise that the temp at my ducts was not measured using a probe before recharging my system, and confirmed that non-condensables in my system probably happened during the initial installation. I told them I wanted the equipment removed and my $6500 refunded; but would settle for refund of the recent service charges - and got neither. I opened a BBB complaint; Sears responded, hired a third-party contractor to evaluate my system, and ultimately offered me a $40 gift card contingent on signing a gag order; I refused to sign. Sears' standard answer was that if I bought a service contract it would cover all parts and labor @ $900 for 3 years. At the time I decided never to do business with Sears again.

Oct 2010 the unit was short-cycling. I called the third-party evaluator for service. He diagnosed low refrigerant and refilled the unit (chargeable service call). I requested a root cause diagnosis, he declined stating that my system would be down for several days.

Oct 2011 the unit again short-cycled. I switched to emergency heat, disabling the heat pump for the winter.

March 2012 I contacted another service company. A 3-day isolation pressure test diagnosed many leaks in the heat pump compressor coil. It had to be replaced. I asked whether the hardware was under warranty; he checked and informed me that Sears setup the warranty from date of MANUFACTURE, and mine was more than 5 years old despite only being installed 3.5 years earlier. It cost $2300 to replace the heat pump. A thorough end-to-end inspection identified a problem with the control board; the original installer's "fix" was to jam extra wire into a contact, when actually the contact had a BROKEN solder joint and should have been replaced during Aug 2008. We bought a service contract including 2 annual cleanings and discounted parts for $149.

April 2013 we had the spring cleaning. I explained that I thought the unit was short-cycling; it was low on refrigerant, this time the Sears evaporator coil was leaking (it wasn't leaking a year earlier). Like the compressor unit, Sears setup the warranty based on date-of-mfg (not date-of-install). $1300 later we had a new evaporator coil.

Now 5 years past Sears' $6500 installation, we've spent another $3600 replacing everything but the line set. The worst part of all: Sears sold us equipment it had sitting in some warehouse for more than 2 years, and shortened the manufacturer's warranty. After my ordeal in 2009 I could have lived with replacing the compressor and heat exchanger under mfr warranty (paying for labor). Not having the mfr warranty through 5 years was totally unacceptable and insulting.

I called Sears to see why there was a shipping restriction in the first place since it was only women's shape wear (they had no answer) and if they could lift the restriction so that I could either pick them up at a store location or have it sent to my job because there was no one to sign for me at my home and I WORK, only to be told that they once they put the restriction, they can't lift it. Here I am making all of these calls to Sears speaking with NUMEROUS employees, including case managers CONSTANTLY REPEATING MYSELF EACH AND EVERY TIME since they refused to lift the shipping restriction, I had to wait for UPS to make 2 more attempted deliveries, which they did.

The items were cancelled. I had to wait for them to be sent back to the warehouse, which the Sears warehouse received on 6/26/13. Now Sears tells me that it will take 5 business days before they can refund me; 5 days have passed and no refund. I call on 7/2/13 to ask where my refund is, again SPEAKING TO EMPLOYEES & CASE MANAGERS. This time, they tell me that they will process on 7/2 and I will have to wait 3-5 business days. Still no refund, on 7/9/13, AGAIN I CALL BACK, just to be told that they don't know what could have happened; the money should have been refunded and that they will have to send my case to the research department to be investigated, & they will contact me in YET ANOTHER 24 48 HRS - UNBELIEVABLE!!!!!!!!

The representatives and case managers will not give you their full names, just an ID number, nor will they let you speak to someone of higher authority. I also called the corporate headquarters. The young lady that answered the phone was not only very rude and abrupt, before I could get another question out, she hung up on me (there was no need to call back). On 7/11/13, there is still no answer. Now I am being placed on hold for long periods of time and when someone finally comes on the line, the call strangely drops. All of my calls that I have made to Sears takes 45 min. to an hour. I have been making these calls on my lunch breaks. Is there anything that can be done??

I don't want my warranty extended. I want you to service your stupid appliance that is so crappy it quit working after 7 months! SERVICE YOUR PRODUCT (!!!) especially since I paid you $200 extra to do just that!!! And if you can't service your product in less than a week, you obviously don't have enough service technicians!! I'll bet I can get it repaired sooner. Where do I send the bill??

When I assured the person on the phone that I had been by the phone all day and no one had called they offered to transfer me to customer solutions. The person at customer solutions said the appointment had been cancelled because they could not confirm that the part had arrived (even though the part had indeed arrived and I could have confirmed that with them during any of the 3 previous calls I had with them that day). They told me the appointment had been rescheduled for 9 days later (without checking to see if the date worked for me).

So 9 days later when the time slot is coming to a close, I once again call Sears and am informed that the appointment has again been cancelled with no notice to me because they were unable to contact me, even though they have two different numbers for me and I have no messages or even missed calls from Sears on either number. After raising a stink I got them to put me back on the schedule for 3:30 today. Wish I could say this was an isolated incident with Sears, but it is just the last in a long list. We will not be buying ANYTHING from Sears going forward and will not be using their service once the extended plan expires.

I feel I have done all the leg work for them and should be put on the payroll due to the fact I am the one who has called UPS, made all the calls to Sears to follow up on this, not to mention read them emails that they sent me about my order that Sears sent me that Sears themselves knew nothing about. And now, I’m the one doing the leg work to file a report to the police about my lost packages that I have yet to get a refund for. I even told them I didn't feel this was my place because I’m the customer and the victim in this situation, and I’m the one doing all the work for them.

They replied by stating that I was right, but if they did it, it would take even longer to get my money back and that was if they gave it to me at all. So in my opinion, Sears.com are thieves and liars themselves, and I don’t recommend any one go through them to make any kind of purchase. My father-in-law had a very similar problem with them at Christmas time in which he never received his money or his merchandise as well. So I warn anyone who is out there do not ever order from them or trust them with your money, they are crooks and their staff are lazy liars.

I called Sears and they scheduled a repairman for the following morning. Great response! The Sears repairman replaced the motor with a new one and called several Sears numbers to report the loss of my $15 shower curtain. Sears approved the $15 reimbursement. My complaint is on poor and inexcusable shoddy GE engineering work and products. However, my review is very favorable for Sears service. I suggest Sears stop selling GE washers but continue to sell Kenmore appliances. Thanks for taking my comments.

They also show parts ordered then cancelled, when, in fact, parts arrived and were installed. They also are saying that the current complaint is only the third one. This all seems to be their way of not blemishing the record of the appliance, when in fact by their Agreement, the appliance should be replaced. They have sold me a lemon that needs to be replaced. In my opinion, don't buy an expensive appliance from Sears, and don't buy their Master Service Agreements... They don't honor them.

The technician showed up late on that Thursday. He was very friendly and efficient. He apologized for being late and informed me that it was due to his earlier service running very long. After bringing him up to speed on the situation, he took one look at the water heater and informed me that since the water heater was nearing the end of its life, and had been damaged due to flooding and mud, the specialist should've told me on the phone that it should be replaced. He spent a while on the phone with his supervisor trying to get the replacement covered under my policy all of which was denied. He told me to call Sears and get my money back on the policy.

I immediately called Sears and ordered a replacement. They promised me it would arrive the next day and that their automated scheduling system would call me later that day and tell me when the appointment would occur on Friday. They never called me. Come morning, I was a bit frustrated and called Sears to find out when they might arrive. They told me the name of the subcontractor to whom they had dispatched the order. I called them and found out that they had no record of the dispatch. So I found myself back on the line with Sears. My Thursday and Friday were now completely wasted and I had stayed home from work both days.

After a long delay and getting transferred to a special handling group, they informed me that the earliest they could get anyone out to install a new water heater was Monday. Fine. They called the installer and confirmed with a manager there that they would be able to do the install. Come Sunday evening, there was still no automated call from Sears telling me exactly when. So I stayed home Monday as well. Monday morning, after not hearing anything, I got suspicious and called Sears yet again, only to find out that their computer still said it was dispatched and when they called the installer that the installer had cancelled the installation. I demanded that the specialist get this resolved and have someone call me back within an hour. She tried to claim that she couldn't work the issue if I wasn't on the line...

I gave Sears almost two hours before I called back and was told by their specialist that my appointment had been rescheduled to Tuesday. I was irate at this point. I asked who the installer was and was informed it was the same company that they originally dispatched my order to on Friday who cancelled it. When I pointed this out, I got put on hold as the specialist got on the phone to talk to the company and double check that they actually would do the installation. They wouldn't; they didn't even have an opening for a month.

After complaining that I had stayed home from work for three days to deal with this and had been put off so many times, I demanded they install the water heater and waive the installation fee. I got put on hold again... After a long while on hold with no new installation appointment and no resolution on the waiver of the fee, the specialist was actually helpful enough to say that she would work the issue and have someone call me back.

When someone did finally call me back, it was a manager who was apologetic for all my issues. But, the earliest he could arrange an installation was another week out, to which I said this was totally and completely unacceptable. After me chewing him out for a while, I ultimately got a commitment that Sears would refund me all my money, which is great, but for the fact that I've had a week of cold showers, missed multiple days of work, and had my stress level pushed through the roof.

How can an organization who promises same day installations if you order by noon and next day installation otherwise fail so utterly and totally to even arrange an installation within a week? Sears has lost me as a customer permanently now. From now on, Home Depot will be getting all my major appliance purchases. They've never failed to deliver when they say they will, and have never put me on hold for extended periods of time.

On 6/20/13 a girl named Eve at 800-697-3277 said she processed a refund and gave me a confirmation #**. A week later, still no refund. I called back again and Eunice said she will now process the cancellation and refund. Apparently, Eve out and out lied about it and gave me a phoney confirmation number. Who would expect this kind of stuff from Sears!! I will never buy anything online from them again. Keep in mind I never received this product, so I have NOTHING to physically return or I would just go to a store.

The last time I bought anything at Sears.com, the same type of situation occurred. That was three years ago and I can't believe it is happening again! I will NEVER use Sears.com again. I have never had this kind of problem with any other online purchase! No one there on their end gives a hoot about customer satisfaction in the least. They deserve their failing reputation completely.

A few hours later, my son called me and said that water was dripping badly from the attic. The unit was turned off and I placed a call to Sears Home Improvements. I explained to them what happened and was told that they could not send a tech back to my house until Friday. I said that that was unacceptable since I now have water damage. I also stated that I was already charged $200.00 for a repair that was not done. I was told that there was nothing they could do until Friday. I demanded to have my money returned, and questioned how they were going to fix my wall. I was told that they could not return the money right away and that they would need to send an estimator over. There was no way they were going to send a tech back to my house today and that was final.

Why would they choose to do such an illogical replacement?! I called and was transferred through the different positions ending with a supervisor. The supervisor seemed more intent on convincing me to drop it, that nothing could be changed on the technician's choice to replace the panel, even though it is the more expensive choice and definitely the less desirable choice! She said she could not overrule the technician's choice. So, I am stuck with a TV that will be out of warranty in five months that is getting the display replaced by one of unknown quality and by a Sears technician who may be top-notch, or may not; I have no info on that itself, no customer would.

There are two thoughts here... 1) I could be content that the HUM in my unit has been diagnosed as a bad display panel and will be replaced by a different panel that is intended to resolve it and at no cost to me other than the original $350.00 for the warranty itself; or 2) I could be angry and confused at the decision, the wrong decision in my tally book, to put a new or refurbished panel in my TV where the parts alone exceed the original sticker price of $1300 for the TV?! Absolute nonsense!

I went into Sears for an LED display, not Plasma! The salesman was good at his job as I am not usually manipulated as well as he got me! I left with this energy-sucking, heat-producing, bad-pictured humming plasma display instead of the LED. This was cheaper than the LED at the time and that was one of the manipulation triggers. It's my fault for not getting what I wanted, I know. But he also sold me this warranty, and while happy to have my repairs covered, I am unhappy at the way it is getting done! Plus the salesman told me this warranty provided for much more than this warranty service actually covers. And when the Technician found the panel parts price was in the $2000 range, he said it would be a full replacement but was overruled by whoever he called and was told they were going to replace the screen/panel with another at $1500 plus! AND Labor on top of that! Someone either has no math skills or is having choices made by those who should NOT be making choices. How do you stay in business like this?

So please make your choice as to whether this warranty is worth buying for yourself. The entire TV should be scrapped and the unit replaced. The decision to repair is wrong. However, at least, the repairs cost are covered. But will it last? Or break eight weeks after the warranty expires?!

I asked the question to why would I have to wait when the tractor was not fixed on the last call. You don't go to another job when you have finished the last. This is unacceptable to me and sure it is the same for other customers. The service is spread too thin and waiting more than a month to get your product repaired when you need it is way too long to me. I explained that there are only about 5 months that I am paying $400 a year contract based on grass cutting and waiting more than a month puts their service at 30% and unreasonable. If you are getting ready to purchase a maintenance agreement, be sure you know this. You may be better taking your mower to a small engine shop locally to have repaired and pay the price. If you don't have over $400 a year expenses on repairing your items, it may be worth it. You will not be able to talk to a technician when you call but routed to several departments which will only put you on hold until you hang up.

I really don't see them caring when it comes to taking care of your problems and like the girl I spoke with who wanted to keep reading how to drive the tractor on a slope as if that was the problem. I explained to her that I have been driving on that slope for 20 years and no problem. All of a sudden when I have a problem which is evidently the drive belt, they keep trying to avoid handling the problem and tell you anything to get you off the phone. I can see why the company is going down and it is a shame. Be leery of purchasing a contract because you will not receive service in a timely fashion. If you were building a house and all you needed was the roof, would you start building another house without finishing the other? This seems to be a good example of service with them not finishing the last job before taking on another. Sad, sad, sad!

Please, never buy from these stores. No one in Sears is ready to honor their statements, advertisements or warranty. These stores are pathetic and provide the worst service I have received in the USA. I am going to complain in each and every possible way against them, and I’m also going to submit all the proofs I have against them so people can recognize and don’t buy from them.

So on June 4th, I went into the store and asked her if she received the ring back. She responded that she did. However, her supervisor refused to refund me the total refund price. The prices I paid for the ring was $399.99, the lifetime warranty $79.99-$60, 15% multi credit discount, tax $29.40 = $449.38. Sears refused to credit me the total of $449.38. They refunded me $339.99, shorting me $109.40. When I consulted them about it, they told me they would not refund me for the warranty. The warranty belongs to and covers the ring that they have in their possession. I cannot use the warranty. When they sell that ring, they will also sell an additional warranty for that ring. I used my Sears credit card for this purchase and am a dedicated Sears shopper and I strongly feel robbed by them in this situation. Please help.

I called their executive office at SEARS HOLDING, 333 Beverly Road, Hofffman Estates Illinois 60179. On two occasions, they said they were servicing the unit. Over a month later, I returned from the HOSPITAL where I have been fighting CANCER. NO repairs, NO communications. You have to understand this company now. It is being brought to a point where past reputation and honor is being used to screw the customer. The Chief Executive, Edward Scott Lampert, has been dealing in HEDGE FUNDS and is using SEARS and its hardworking, honest customers to pull his fraud type/financial gain companies to fuel his greed.

You have to just go to different message boards or GOOGLE Sears, and you will find hundreds and hundreds of past angry customers. His ego driven Vice President of Appliances is Steve Haber, who came from SONY. He doesn't answer his calls. If you good loyal customers would email me at **, I will give you more information my attorneys have found and a possible type of CLASS ACTION, or call me: **. The rest will probably find the remnants of the company on the GREED SHOW at CNBC. The executive office phone number is 847-286-2500.

Went home, installed it, but it still wouldn't start, so I brought it into the Sears Repair Center. Got a receipt that said the longest it would take is 14 days. It is now 19 days, so I called the Florida number that was on the receipt. I was holding for 35 minutes, then a snotty girl said they were expediting it. I asked when I should get it back. She said she didn't know. She wouldn't give me her name.

I asked to speak to a supervisor, held for another 30 minutes, and then she hung up on me. I was hot so I called back and asked to speak to a supervisor right off the bat. The person said yes, the supervisor was there, and to hold on, which I did for one hour and five minutes. The person got back on the phone and then told me the supervisor had just left for the weekend. OMG, no wonder Sears is going under. I remember when they stood behind their equipment.

The person then told me that they went to my old address and fixed the refrigerator. I told them that I doubted someone let them in at my old house to fix a refrigerator that was probably not broken and that no one called me on my cell phone like they were supposed to. I asked them to have someone come tomorrow morning to fix my refrigerator. I have two small children and I'm pregnant. She then told me that the dispatch was closed and I had to call the next day. I called again on Thursday and they said that they would give me an appointment for Friday tentatively because their system was down and they would call me later and confirm. They never called me. I called this morning to confirm whether they were coming and they did not have anything in their system. They couldn't even find my information.

Finally, they found it and wanted to give me an appointment until Tuesday. I told them I need a supervisor. They told me the supervisor was in a meeting that he, Robert **, would call me in an hour, before 12:30 p.m. Pacific Time. I waited and he did not call me. I called back and wasted another hour on hold for the supervisor. The supervisor finally answered my call after 45 minutes of being on hold again only to tell me that they would come on Monday between 10-2 and that they would not compensate me for anything. They would not come in today or on Saturday. Unbelievable. I do not recommend their service to anyone. Horrible experience. Supervisor did not try to solve my problem. Not apologetic. Said they would file a complaint against the service company but did not acknowledge that it’s been their mistakes this entire time. I am still without a working refrigerator. Let’s see if they fix it on Monday or if they will waste another day.

This policy was never mentioned when we ordered the part or asked to return it. We’re still waiting for resolution of this matter. We learned that more parts were needed. After talking with a "parts technician" (while looking at the schematic), parts were ordered as technician said we needed. Parts arrived and all 3 were wrong, i.e., there were no threads in housing for bolts, as I had been informed there would be. I was told I only needed one bearing as the lower bearing came with the housing. It did not. I was told I only needed to order 1 mounting bolt as they came in sets of 3. Not true. I only received 1.

In an attempt to jerry-rig the tractor, I went into town to a small engine repair shop. They had on hand all the items I had ordered from Sears, and they were courteous and informative. I should have gone there in the first place. We have dealt with Sears from back in the 60's when we were first married. We bought our kids Christmas presents from their Christmas Catalog. We purchased Kenmore appliances through the years, together with clothing, jewelry, watches, tools, etc. Needless to say, we will not be dealing with Sears in the future. Don't know what went wrong with this once-great organization. It is indeed sad. Must be terrible management somewhere.

The people you call for repair must be outsourced because no one is American. They are all foreign, which wouldn't be a problem if they could actually help you, but they just sound like recordings and all they say is, “I am sorry. I can make you a new appointment in another week.” They have no supervisors. They just put you on hold and ignore you. You end up very frustrated and having to make 5 or 6 calls before you give up and decide to take other action. I will never again walk into a Sears store. They really do suck at what they do, and I will make sure I tell everyone to go somewhere else to buy products. I am proud to say that today, I have my sister buying her new refrigerator and my cousin buying her new dishwasher at PC Richards - a store that I was never fond of but looks a whole lot better to me now. So, Sears has lost 3 customers in just one day, and I hope to see them lose many more. They wonder why they are ready to go out of business. Maybe they should take a long hard look at what they do!!!

He told her that the door had to be canceled because he does not have $900 to supplement the cost of the door. She informed him that the door was ordered and he would have to pay for it. He informed her that the door should not have been ordered without letting us know that the entire amount of the purchase was not covered. He then got in touch with Terry **, the rep, who claimed he sent an email. Apparently, the email went into my husband's spam folder and he did not see it. Terry also has access to our cell and home number, but did not use any of these methods to contact us. Leaving us unaware of the money shortage. He informed my husband that the day he gave our information to Sears, it was out of his hands.

After getting nowhere with Terry, my husband contacted Ed, the Sears regional manager. He said there was nothing he could do about it because the agreement was signed and the door was on its way. He stated that the door was a special order door and no one else would want it. My husband told him that he had $1,000 and we had no door. He responded that if he sold the door, we could get our money back. We then sent a complaint letter to Sears. We received a response (email) from Kyle ** at the Sears Holding Corporation after 72 hours. Kyle told us to contact the same garage company we are having the issue with. I emailed Kyle and asked him to please reread the email to better understand the situation.

This was on May 6. We have received no response to this email as yet. We contacted the BBB, who then contacted Sears. All they said was, "You can't cancel your contract," ignoring the circumstances that transpired. They have taken no responsibility for the actions of their employers. None!

Last year, again the freon had seeped out. After much drama of finally getting a technician on site, I was informed that what the previous technician had done was illegal. But of course, Sears' records reflect something different having transpired. They replaced the coil, again... This year, I have the same problem. Though I have placed my initial call to Sears close to a month ago, I still don't have a functioning unit. I am waiting for them to replace a condenser but the part has not come in. And the most pathetic thing is that they're not even sure if that will address the leak. I am fed up with having to call each year, and having to continuously start over from the beginning. Each time, I deal with someone in customer service. I have to tell my story again. I've asked them to replace the entire unit with a new one, but I've been told they have a policy where the reported problem must occur three consecutive times in the span of a year. This is ridiculous since I'd only be using the A/C for 3 months of the entire year.

Each time a technician is sent out and installs a new part, they close the case so I have to start new each time. Scheduling appointments with Sears' technicians is a nightmare. Every year that I've had to call in, I have had a minimum of 10 interactions with them. Considering how big of a company and how long Sears has been around, their customer service is terrible. Accurate record keeping is one thing, but the overall attitude is terrible. When I call in and raise my concern that I'm having to call in every year, I've been told not to worry since I am still covered under warranty. As if that is the point! And not to mention, I have had to miss days of work to be available for missed appointments (which they have scribed as me calling in to cancel!), and sleepless nights due to stifling heat. I have yet to see what will happen this year. I'm going to demand that they return after installing a new condenser to see if there are still leaks.

I called Sears immediately and asked to have the information about the service call (firm price and what is needed to be fixed) and they said to call back in a couple of days when the technician is able to download the info. I thought this was fine and I waited. When I called back, I got bounced around to many departments; one telling me that I was to be offered a $500 voucher towards a new washer or approve the repair, which I wasn't; one told me that the technician did not quote it right because "he did not know I had the purchased service plan (This made me think something fishy was going on)". The last one told me that the technician who came over would call me in a couple of days (it was Saturday) to let me know all the info he told my wife.

Of course, no one called, so I called them back. This time they said that there is no way a service technician would be able to call me and they had to start the process all over again with another service call. Grrrrrr... Since I wanted to evaluate which option was better for me (take the voucher towards a new washer or get it repaired) and I wanted time to research my options, I confirmed with the Customer Service guy on the phone that I would be given this opportunity to think about it after I received the repair quote and he said, "Yes". So the technician came out and now gave my wife a quote of over $800(!!) for a washer that I bought for around $700 and I had to make the choice to get it repaired or take the voucher on the spot, contrary to what I was told. Well, the easy math says to take the voucher and hope Sears takes care of you on the price.

I looked for a washer on Sears.com and found one that was sold for $40 less at Home Depot ($719 vs. $759) and called Sears.com to try to get this all done over the phone, saving me a trip to the store. They agreed to match the price, but then could not sell me the washer because they can't validate the voucher online, only at a store. So I went to the store and tried to get the price match. The saleswoman was very hesitant, but said she would talk it over with her manager. She said they couldn't do a price match on the type of transaction I was doing (redeeming the voucher), contrary to what the sales rep on the phone said. I asked to speak to the manager and finally got some customer service after I told him my story and asked him to give me the $40 for my trouble if he couldn't "match a price". He agreed!! That was fine, but then I had to deal with a snarky saleswoman who must have felt I went over her head for appealing to her manager. I am just glad it's almost over. We get delivery in a couple of weeks, so there is still time for my nightmare to continue.

I requested that I need to speak with a manager, Sam. When I explained what happened, he told me they are from upstairs and he doesn't know who these employees were. I told him to get me their names if he is not going to do anything about that disrespect to their customers in their stores. First, he wanted to cover up for them until I demanded to get his full name if he doesn't give me theirs. So he got me their names. They work in the hardware. I will complain to corporate, but I am sure nobody will care from Sears. I hope to hear from someone.

I must have spoken to at least six people from customer service. They were rude, arrogant and just did not care about my situation. I was told that their computer only keeps records for seven years and that all clients must provide paperwork for contractual obligations on their end. MADNESS!!! They did not even offer to research further in order to help me find a resolution. This is a company I trusted and am hugely angry and pissed off that I wasted my time, money and energy. Please do not waste your time with this company!

I questioned him about the triple minutes in the ad because the box the phone was in said double minutes for the life of the phone. He looked at the phone and then at the ad and said that I would get triple minutes. I purchased a minutes card at another store a couple of days later and when I activated the phone, TracFone told me that I would only get double minutes for that phone and I would have to take it up with Sears about the false ad. When I wrote to them, they wrote back saying that they were not liable for errors or omissions in their ads. When their sales associates tell you that you will get something, they are liable for it. The only thing they would do at the store was to either refund my money for the phone or give me a card for 60 more minutes. Would they refund the money for the other card I bought? No, so I would be out that money. I am now waiting for a reply to my letter telling them what their sales associate told me. I guess it might be time to contact a lawyer about this.

I also contacted ProForm and was basically given the same story. I have purchased many electronic devices over the years and most come with a 1-year parts and labor. Amazingly, the frame of this bike comes with a 5-year warranty - to what good I'm not sure as the bike is useless without the console. I believe the console is a lemon. I've read many articles where other consumers are having all kinds of problems. In just about every case, the replacement part is almost as much as the new device and in some cases more. I cannot recommend ProForm as a reputable company and advise caution when purchasing from them.

Well, it took a week. When it came, it looked like an old part that had been taken out of another washer and sent to me. It was obviously dirty, and the casing was broken. Nevertheless I installed the part just to find out that it did not work. I first called the store where I bought it; no one answered. Then I called Sears customer service and after being transferred around, I got the national parts department. The person there said they would order me another one and not to worry about the one I have. I asked them if I needed to return the defective one to the store I bought it at. I was told no. Well 5 days later, I got a call from Sears; they can't send me the new part; I have to take the broken one to the store where I bought it and they have to reorder it.

I have been working this now for over 3 weeks. The store where I bought it said that it will take another week to get another one. I have never experienced such a horrible customer service experience in my life. I will never ever walk foot into another Sears' store again. I hope they go out of business soon because they do not deserve to be in business. Not only did they send me a used broken part for 165 dollars, but now I am out of the money and still don't have a part or a washer that works. Do not buy anything from Sears especially if you have high blood pressure.

When I returned to the oven, I opened the oven to find the chicken and baked potatoes black. The popper in the chicken had melted. Once I was able to get the chicken and the baked potatoes out of the oven, the smoke subsided. I borrowed fans from a neighbor and aired out the house. Fortunately, I was home and caught it before it became a bigger problem. Damage was contained to the oven and the house no longer smells like smoke (it took about 3 days). Not knowing what caused the problem, we cleaned the oven and tried to use it again the next day while standing there.

My wife put in some cookies after the oven pre-heated. Within minutes, they started smoking and the range displayed an error message. I followed the instructions to remedy the problem and the range continued to heat up beyond the set temperature. I called Sears to report the problem and got transferred to their claims vendor. After they reviewed the case, I finally got a call back from Sears this morning. They offered me a 10% discount on a new range or to have a service technician come out at my expense. I asked some questions and although the range could very well be defective, they can't do anything until there is a recall. I didn't purchase the extended warranty so it's my problem.

It gets better! Because the range has only been out for two years, they wouldn't have enough "incidents" to issue a recall. I thought that they would at least like to know what went wrong with the stove so that if it is a defect, they can determine if it's just this one range or potentially a problem with this model. Something went wrong so that the temperature is no longer regulated and it just keeps getting hotter! They don't even know what's wrong with the stove other than that it's a fire hazard. I was so mad, not just because they won't help me with my situation but they don't know if this is a potential issue that could put other people at risk. My fear is that it is going to take someone's house burning down or worse for Sears to care. I have always bought my appliances, vacuums, televisions, etc. from Sears. Never again! I thought Sears cared about customers. Shame on me for thinking it's more than money! Praying no one else has this issue!

After a couple of weeks, the system came back with a statement which stated my purchase did not qualify for the rebate. I contacted Sears and they told me that I couldn't get my $75 delivery charge rebate because I already got my discount from the "Friends and Family Sales". First of all, the advertisement for the rebate is any appliance over $500 within those dates range. The Friends and Family Sales is within the rebate date. I had submitted my receipts information to claim the rebates many times and spoken to them numerous times. It was unsuccessful. I've even threatened to take them to court for consumer fraud.

It make me so mad that I couldn't get my rebate back especially when the delivery man and his two brothers asked for tips for each of them even after I told them and gave them a perfectly good working dryer. They told me the delivery charge belonged to Sears. I will not buy anything from them again.

Technician came out to inspect shower in December 2012 and was not able to tell us if shower was installed correctly or not. He was not knowledgeable about shower install and was not able to answer any question about proper shower installation. I told the technician to come at 12:30. He showed up early. He spoke with my husband and left without answering all my questions. I had to call back and get him to come back out to address shower problems. So technician did not honor wishes to be there at the time requested which required a second trip to our home. In 12/2012, the sales manager promised to take $200 off finance charges to cover the time and cost it would take to repair shower. They promised to send form to sign and we never received it. So even though Sears Home Improvement promised us a $200 credit towards the shower, we never received the credit nor had a returned call when we called inquiring about the matter. We're paying for a shower that is defective and unfinished.

I called several times since 10/12 to get shower corrected. There are times where no return call or weeks and months would go by before we hear anything. I spoke with Sears Corporate on 2/20/13 or 2/28 and was advised I had to escalate at local level so I called the project manager Ryan on same day 2/20/13 and explained I was trying to get shower fixed since 10/12 and no response or solution to shower problem was communicated. Ryan entered all complaints into the system and said he escalated the problem. Ryan said they had shower supplies onsite and would call me back to confirm date of shower replacement within two months. Two months later, we heard nothing back from Sears Home Improvement. We requested another shower installer because we did not trust the first one named Red.

Sears called back on 4/2/13 and left a message to call back. I was out of town so I did not call back until 4/10/13. Derrick asked if only shower door was the problem. So this showed lack of communication in the office about our shower install complaints. I had to repeat all problems we were having with shower again. Derrick said he would order supplies and set something up to do total shower repair. That call was on 4/10/13. I gave it a few weeks for supplies to come in. I spoke with Lydia, Derrick, Ryan, technician, Sears Corporate for six months and shower is still left unrepaired. With all the hardship, damage and defects, we should be due a refund of the total shower install which totals $5,800. This whole ordeal has caused me and my husband inconvenience and misery, stress, time away unnecessary, time away from work and unnecessary calls to Sears Home Improvement without any success in resolving our shower problem installed by Sears Home Improvement.

The customer service guy just kept repeating that he saw the request. This didn't mean anything to me because I know how the routing department works. They overbook the technicians and change their schedules mid-day so there are absolutely no guarantees. The customer service representative knew exactly what I was asking, but he avoided answering a direct question, and he was counting on me not knowing the system. The next day for the third repair, the technician called around 11:00 to say that he was on his way, but by that point, I requested to reschedule for the afternoon. He said that was fine after checking with the routing department. When he called in the afternoon to say that he was coming over, the call was dropped. I called and texted him back immediately several times and got no response. After 1 1/2 hours, I called customer service. I was no longer even on the schedule for the day! I was livid! I spent the entire afternoon waiting around for nothing! On the fourth scheduled visit, Jim came right away, diagnosed the problem, and rescheduled for a time that he could return.

During the fifth appointment, Jim called around 9:00 to say that he was on his way. He didn't arrive in time so I called him, and he said that I disappeared from his schedule and that the technician who didn't call back or show up was scheduled to come. He called the routing department and requested the schedule be changed back so that he could come. The routing department didn't care if I was next on the list. They were willing to push me back in the schedule and didn't care that they weren't honoring my request to only have Jim out to my house. I waited an extra week so that he specifically could come, but they didn't care at all. The only bright spot in this whole experience was Jim. He is the only one, short of the one representative that I talked to who tried to resolve the no-show fiasco, that I trust from Sears.

What happened to the days when the technician had a doable schedule and where they called in the morning to give you an idea of where you are in the order? This would build relationships of trust with customers as their time would be honored. In addition, the technician could schedule the appointments according to what makes sense (location and customer schedule). My vote is that they do away with the majority of the routing department as they don't add benefit to the service and they don't really care about the customer.

Sears cannot say when part will arrive. I have had to endure no AC in Miami, FL where temperatures have been in 90s with 100% humidity. I'm so disappointed in Sears. They are quick to sell/push their maintenance agreements, but when it's time to honor, they drop the ball badly. Not one single supervisor that I have spoken with (and there have been quite a few) has been helpful in resolving the problem. They just keep passing the buck. I will definitely never purchase from Sears again and will be looking into what legal action can be taken.

To make it worse, the extended warranty folks want to make you eat it because of poor design problems, etc. The lemon laws do not apply to machines that don't work unless they change some parts on different occasions. And then, they have to be separate issues of failure not the same issue. The repairman also says we might have better luck taking it off the pedestals we bought with the machine. Sears is not what it used be. The extended warranty cost too much money and is not what it should be, in my opinion. It will take more than "Good morning, sorry for your trouble and have a nice day" to get my business ever again.

Then when I went through the automated system, it stated my new credit limit is 650 down from 1,000. I have a customer for 9 months and pay them more than the minimum, early, every month. I paid them 2 weeks ago ($500) to bring it to half, which I did with all my credit cards/accounts. They said it was because they did a credit review, ran my credit and reduced it based on that. As I stated, I've worked so hard to pay off/reduce 1/2 on all my accounts so each month it's been going up. Just in the past 2 weeks, it went up 11 points and expected to go up another 40+ in the next 30 days. So where they got that from, I don't know.

I'm so thankful I called in as it would have been so mortifying to go to a checkout and get declined. I didn't get any notification on this change. This surely is a great way to lose customers, which Sears will be paid off. I will never deal with them or purchase from them again. I will tell all my friends/family how they treat their customers. I see a lot of negative reviews. I know I shouldn't be upset, but it's the principle of thinking I paid it 1/2 off and now it's not! I foresee Sears going out of business really soon due to their customer service. They used to have a great reputation. Shame on you Sears!

Customer service could never give us accurate dates of delivery or install. They are getting paid to read scripts that tell customers nothing. I haven't been this upset since "grey-faced man with a two dollar haircut” explained to me what rape is; I'm going to lose my mind. I watch these guys, and I'm like, “What is happening? Am I a secretary on Mad Men?" (Thank you Tina Fey!) The technician wouldn't arrive to an appointment on time even if they told him strippers and donuts would be provided.

Congratulations Sears! You have customer service that is worse than the DMV, overpaid employees that have access to zero amounts of information, and a company that is going out of business. I will never buy from Sears again, and I will make sure to post this on every social media at my disposal so friends and family both known and unknown will be forewarned of this terrible experience.

Original Review: April 15, 2013

This complaint is in regard to Sears Repair Services. The first week of April 2013, I called Sears repair services to schedule an appointment for a preventive maintenance service check on my Kenmore washer and dryer. I was quoted by John a price of $39.99 for the service on the dryer and $75.00 for the service on the washer. The total came to $114.99. This was acceptable to me, so I went ahead and made the appointment for April 11, 2013. The time frame that they gave me for when they would arrive at my house was between 1 and 5. John gave me a confirmation number and a day before the appointment, Sears automated system called to confirm the appointment.

On the day of the appointment at 4:45, Sears automated system called to say that they were running behind schedule, but that they would still be coming out to perform the service scheduled. At 5:15 Daryl, the actual repair technician, called to inform me that he could not honor the price that I was quoted the previous week by the Sears Repair call center. He quoted me a total price of $184.99. I informed him that this was unacceptable to me since that is not the price that I was quoted on this confirmed appointment. He then said that he had to call his supervisor and would call me back.

Within a few minutes, he did in fact call me back to say that he could not come out and that he would have to cancel my appointment, because they could not honor the price that I was given. I asked him to have his supervisor call me or to give me the supervisor's number. He declined, saying that his supervisor went home for the day. Buyer beware: I took off from work and waited all afternoon to have Sears call me 15 minutes after the scheduled appointment time, not to apologize for being late, but to cancel the appointment because they could not honor the price that I was quoted by their own call center.

I'm not sure if it was the assistant manager or another person, but then someone asked what the problem was. I stated there the only reason I should be required to provide my information to buy something would be for alcohol or firearms and I did not want my name in their database and that I was going to go viral about this. I would hold onto the receipt myself for the warranty. This person said, "We don't want you to go viral," then rang up the ticket. I was livid. I was calm and polite, but furious. If I had not threatened them, they would have refused to sell me the item. Perhaps that might have been a wiser choice, but I was not ready to back down. The fact that Sears insists that customers provide personal information to purchase products is immoral and may even violate privacy laws in certain locales. Granted no one must purchase from Sears, but a warranty does not require registration. Shame on Sears for requiring personal information from customers in order to purchase.

Prior to their repair trips, I had called Sears Parts and priced the compressor. They quoted me a price more than $100 less than what I would ultimately be charged by the outsourced repair company. They either did not use Sears parts or were making a hefty profit on the parts. One of the parts was never necessary although they charged me for it. It was only after the call back that they said they would refund my money for the unnecessary tubing and reclaim the part. The refrigerator is working so far. They gave me a 90-day warranty on a job which cost nearly $900! I am done with Sears, and Sears Repair. They no longer have the integrity I value as a customer.

Then, we went to put in the additional cartridge and it was nowhere to be found. We immediately called installation and were told this time that we had to call delivery to track it down. We called delivery and after being transferred around, we got some guy who did not speak much English and kept asking me to repeat the basic information over and over. I thought perhaps it was a recording and questioned him. He said no, but he could not help. I had to call installation. I said I have been on the phone already with them and they say I have to call delivery. He said again, "May I have your name and contact phone number." I swear it was a twilight moment of frustration. I then called the store and was told again I had to call installation. I tried again and was told by some John guy that he would make sure I got a refund on the installation and forward the information about my missing cartridge and someone would contact me within 72 business hours.

So no one ever did. The next week, I called the store and asked for a manager. The man was Gary and very polite but expressed the same thing that installation is really who is responsible. He said he'd see what he could do and maybe they would have to track down their wonderful installer to see if he still had it on his van. Another week gone by and I still don't have the cartridge and of course can only use 1/2 of the stove top. I called a Sears customer service number I found online and after 30 minutes, she told me again to call installation, but thank me for giving her my complaint. She could do nothing more than transfer me again to installation, the virtual dead letter dept. of Sears.

I am contacting the store immediately and telling them to come get the stovetop and issue a refund. I am done with Sears. Oh and I learned Kmart bought Sears which my God, if I had known that, I never would have gone in there. Sears used to be reliable for quality and service, something Kmart has consistently failed at and could not regain my business ever again. You get what you pay for. Well, I paid and did not get. And by the way, they weren't the cheapest. They were local and I tried to support the local store. Ugh. Sears = poor service and quality.

I canceled the purchase of the new fridge and set up my service call. Well, I was very astonished that I had to wait for my service call tech to come between 8 am and 5 pm (wow, even Comcast has narrowed their service windows down to two hours). Well, my tech was scheduled to arrive on 03/29/2013 and never showed up (but left a sticky note saying he knocked on my door and called). That was the first lie. But I needed my old unit fixed, so I called the 1-888 number for Sears Home Services again and rescheduled for 3/30/2013 for another 8 am to 5 pm window. I waited till 12 pm and again called the 1-888 number for an ETA for the tech. The service tech at the 1-888 number said that I was scheduled for the 1 pm - 5 pm time frame on the technician's route. Approximately 5:00 pm rolled, the 1-888 number called and told me the tech is going to be late and should be at my home after 5:00 pm.

I finally got a call from the tech at 5:41 pm on my cell and I cannot hear the tech. I called right back at 5:45 pm because I could not get the call to go through after 4 attempts. I got the tech's voice mail and left a message. I called back again and still no answer. I then called back to the 1-888 number for help on contacting the tech, and the service tech at the 1-888 number said the tech was still en route. Well, at 6:15 pm there was still no tech at my home and I called back to the 1-888 number and got the runaround, and the service tech finally told me the tech said he called me and could not reach me and went home. That was an utter lie! I asked to then speak to a manager for escalation and some sort of immediate resolution (Jose was the name of the manager). The manager gave me the runaround and then said I can speak to Sears Client Solutions department. He claimed to transfer me and hung up.

So I called back and spoke to another service tech by the name of Dave. Dave transferred me finally to Sears Client Solutions, and I spoke with Angela who was very rude and not helpful. I asked how I can get an immediate resolution or at least some reciprocity for my time lost and the hassle I have experienced thus far after having spent $274.99 for services I am not getting. Angela said it was my responsibility to answer the phone when the field technician called and the field technician doesn't take calls back from customers. I was shocked and asked, “Well, what am I supposed to do and how does that help me as a customer or warrant me to continue business with Sears?” Angela hung up on me.

Finally, after being completely disgusted, I called the 1-888 number again to finally reschedule another appointment. I finally got through to a service tech that is obviously from an outsourced area as I can barely make out the person's attempt to speak English. I was then told the earliest appointment I can get is 4/08/2013, which is over a week away. So left with no choice, I will have to take another day off from work over a week away while in the process losing over $100 of food that has been ruined by being frozen and given absolutely terrible customer service from Sears Home Services and questionable creditability from the field technicians.

I will be contacting my local consumer affairs organization and the BBB about this incident since I have my phone logs on my smartphone to verify the timeframe mentioned above. I used to have high value and faith in Sears. However, after today, I will discontinue my business relationship with Sears and turn away my associates and friends as well from doing business with Sears.

Apparently, these online sales reps work on commission. I was completely lied to by the rep because they now say it will be three business days and it shipped today (Friday), not yesterday, as she stated that it would. That means it might be Wednesday before I see it. She told me it would go out as the order was completed yesterday. A bunch of **. I always liked to shop at Sears and bought big ticket items there, but they can kiss my business goodbye with this kind of customer mistreatment.

The blower was returned. I have all documentation from UPS and signature. Waiting for the charge to be removed from my statement, it still hasn't been done. I called today Rebecca ** and is not to be found. I've been told they don't have the blower and I'm not getting my refund. I just reported to Consumer Affairs, Weights and Measures, and Better Business Bureau. I also posted on a consumer blog the abuse Sears employees are getting away with, as well as the criminal tactics of the associates. Your attention regarding this matter is greatly appreciated and needed to deal with the incompetent, unethical tactics.

Well, on March 6, 2013, I contacted the online order dept once again and was advised to allow an additional 72 hours. I spoke to one of the case managers and was promised it would be definitely returned to me within 72 hours. At this point, I was pretty frustrated and I stated that if it was not on my card by the next day, March 7, 2013, I would terminate Sears as my preferred shopping source. Obviously, my continued patronage is not important because it was still not on my card. I was also promised that I would receive an email when it had been sent to my bank so I would know when I could be expecting the credit. Friday, March 9, 2013, my card still had not been credited and no email was received. I contacted the online dept again and was advised that I should not expect it until Monday or Tuesday. I requested that I be given the option of picking my money up from the local El Cajon store. I was denied this because of how the online layaway order was placed.

I then called the consumer complaint dept in an attempt to get someone to look into this because it is not fair to me as the consumer to have to wait for this credit to be issued. I was transferred back to the same dept and was advised the only option was to send an email to Sears Corporate but was given an inappropriate email address. The case manager I spoke to this time was Vanessa and was told that the reason for the delay was because it did not go through automatically and that it had to be manually done and the dept that has to do this is has a backlog. This was the first time I was given anything more than "You will have it on..." I sent an email to Mr. Imran **, Execute Vice-President, to get some upper management attention to my complaint and the email was forwarded to the same department that my complaint is against and was told to allow an additional 7-10 business days.

It has now been 17 business days and I am still waiting for my debit payments to be refunded to me as well as an email confirming it has been processed. I do not feel this is fair to me, the consumer, and it is not my fault that my money is being delayed due to a delay in a dept. My payments were issued and the total amount paid will be assessed a $15 fee for cancellation of the layaway. I am not being treated as a customer that Sears is concerned with my complete satisfaction. Payments were made as debit payments. This should not be subject to a processing payment as it would be if I paid it as a credit card payment as stated in your refund policy on your website. If the shoe was on the other foot and I was late with making a credit card payment, would Sears be okay with waiting without charging any late payment and/or interest charges? Should I, as the consumer, not expect the same?

I do not feel it is appropriate for a retailer to not be subjected to penalties for not refunding payments issued within the time frame promised by their own refund guidelines. Please further note that this is causing pain and suffering for my family due to this money's tardiness is causing my husband to go without much needed insulin for his Diabetes and complicating my ability to go to work. See, I needed this money to purchase very much needed medications and gasoline for my vehicle. Please contact me at ** or ** and advise of options to receive my payments that are overdue. I feel they should be fined and monetary penalties should be assessed to Sears when they refuse to issue payments timely. Hoping your agency will be able to resolve this overdue issue.

A refrigerator shouldn’t be having an issue after just 2-3 years! My parents’ refrigerator is still working perfectly after 8 years; the only difference is that they did not buy theirs at Sears. I already knew what was wrong with the fridge - the touch-screen interface wasn’t telling the motor to dispense ice in the setting desired and the icebox motor. For example, when I chose the shaved ice setting, the ice wouldn’t even dispense; but when I chose the cubed iced setting, it would. Recently, the only setting that works is the shaved ice. Neither the cubed nor the crushed ice would dispense. What does this tell you? The circuitry is messed up if the main computer isn’t sending the right command to the motor or that the connection between the motor and the interface is finicky (You don’t need someone with an engineering degree to tell you that.

My husband is a mechanical engineer and I’m a biological systems engineer). Another issue was the icebox motor, it kept making a “who-who” noise throughout the day as if the motor is trying to dispense ice into the icebox. Lastly, ice wasn’t properly forming in the icebox; instead, icicles were forming along my freezer door. Since purchasing the Service Smart Protection Agreement (SSA), I’ve had four technicians look at the fridge. With each technician, I became increasingly frustrated that the issue was not resolved. I’ve asked for the entire icebox unit to be replaced; instead, they ignore my request and wasted my time and money. These technicians each charged $250 for calling their technical department, describing what they saw, and waiting for the technical department to solve the issue. The technicians did not do any hands-on troubleshooting, seemed incompetent when it came to troubleshooting, and heavily relied on the technical department to tell them what to do.

Plus, each of these technicians had such rude dispositions. They weren’t friendly, they didn’t know how to answer questions satisfactorily, and they acted like they didn’t want to be there/hated their jobs. Yet, they had no problem charging ridiculous rates. With the first technician that came out, he said the icebox door flap was open so ice wasn’t properly forming but freezing along the icebox wall. He fixed the door flap and said that everything should be good. A week later, I had to call another technician out because it still wasn’t dispensing ice in the desired setting. This time, the tech said the door motor wasn’t working properly and that I’d have to order a replacement ($300) door motor. I asked if they can just replace the whole icebox unit. I was told they can’t because it would be too expensive since only the door motor was the issue.

When the motor came, another technician came out to install it. Two weeks later, and the same issues persisted. I called another technician out to look at the fridge. This time, the technician fixed my fridge door because the hinges had come loose, and he took a look at the icebox. He said that the problem wasn’t the motor but the door flap not closing properly (nothing I hadn’t heard before). He took the icebox unit, messed with it, put some parts in that he had on hand, and told me he fixed it. It worked great until a few weeks ago. I had another technician, Sergio, come yesterday to take a look at my freezer because the ice-box was having the same issues as last September. This time, finally, someone says the interface needs to be replaced.

Well, duh! I’ve been saying that since the beginning. Sergio says that the interface isn’t working since he’s trying to dispense ice but nothing comes out, which means that the computer isn’t telling the motor what to do. (Double duh!). The Technical Department tells me I need to purchase a new motor and an interface, which totals $900! Luckily, the SSA covers up to $500 of repair parts, and I’d have to pay $400. I felt that this was ridiculous! These so-called technicians should’ve been doing their job from the get-go instead of dragging me in circles! Apparently, the motor I purchased 5 months ago doesn’t work anymore (proving that Kenmore quality is horrible) and it’s out of its parts warranty, which lasts only 90 days. I have to pay for a new motor and interface! I would’ve been more likely to pay this if they’d just done this from the beginning, but now I’m forced to buy 2 motors and an interface.

It’s not my fault that the Sears technicians are incompetent and completely under qualified for their jobs. The second option, since Sergio had deemed it uneconomical to repair, is to accept their $500 voucher to buy a replacement fridge at Sears. This second option is ridiculous because after this ordeal, why in the world would I want to buy anything from Sears? Second, they give me $500 when I purchased this fridge for $2,500 and they want to take my unit, which seems sketchy to me. I believe that they take broken units, fix it, and resale as refurbished to the next unsuspecting consumer who will probably end up more frustrated than me. Third, nowhere in their SSA does it say that they’ll take my fridge if I choose the voucher option. I called to confirm this news and ended up having a bad customer service experience with one of their customer service rep named Sally.

Unfortunately, I forgot to ask for her employee ID#, but I would like to complain about her too! Sally was one of the rudest and snottiest person I’ve ever spoken to. I asked her about the voucher option and whether it is true that they’d take my unit. She replies sarcastically, “Isn’t that what replacement means?” I didn’t appreciate her snide attitude. Yes, replacement does mean substituting a broken item with a working one, but it doesn’t mean they get to dispose off my fridge for me. In the SSA, it only says that I get a $500 voucher to buy a working fridge and make sure I have room for it in my house (up to $500 in credit towards a replacement item if the price of the comparable replacement product exceeds $500.

We shall not be responsible for reconfiguring space to accommodate replacement product(s) when a product of identical dimensions is not available). This will be the last time I will purchase from Sears. I know my coworker has a Kenmore fridge, and he tells me his has been having issues. I’m advising him to not purchase a Kenmore replacement. My in-laws and husband no longer has any faith in Sears products. I’m going to get the word out about Sears’ crappy customer service and horrible products via Better Business Bureau, the internet, and word of mouth. I want to make sure no one else has the same experience as I.

To conclude, Sears has seriously declined in their services and product quality. I am an extremely unhappy and frustrated customer. I feel that Sears has intentionally tried to scam the consumer, me, and took no actions to make their customers happy. My husband and I are in the process of purchasing a new washer and dryer, but the sales associates at Sears lack professionalism and good customer service skills. We will not be purchasing our appliances from Sears. As for people who already have Sears products, if you’re worried about where to buy replacement parts, check online! I found that Orchard Hardware Supply stores sells replacement Craftsman vacuum bags. Good luck.

I called Sears and received generic auto-response emails. Once I finally talked to a live person, he only gave me the "we're sorry about that" and "would you like to schedule an appointment?" The service was the worst! My advice, find a reputable local repairman. You'll be much better off. The maintenance agreement is a joke. Not to mention that Sears Kenmore products are in continual need of repair. They are not your mom's old Maytag for sure. Sears service was absolutely pathetic. Avoid their maintenance agreement!

In the years, Sears products have been very much lemons. In the good old days, when they cared about what they put out, it was the best. I have changed all except for 1 of my appliances, all from Sears, in the last 8 years. This is including a TV. I have replaced them with appliances from other stores. I hope that those others value their customers and give them what it is they need. I will no longer be buying anything from Sears. And I would strongly suggest we all do the same. Save yourselves the headache and money. Read the reviews; they speak for themselves!

When I came back, he said that it was not something they normally carry, but they could get. I showed him the product from Lowe’s and he wrote it down. He then told me that it would be $22.00 a square foot. I said, "What?" He said that was what his boss said to charge. I said, “You don't even know what it is. You have no samples and it is $22.00 a square foot to install? That’s more than three times the cost for Lowe’s to do it.” He then said, “Do you want me to give you a total?” I said, "No, I'm not trying to buy all of Sears, I just want new floors.”

After he left, I called Sears with the number I was given to call for any problems with the appt. I talked to a rep and told her that I wanted to speak to a supervisor. She tried and then came back on the line saying his number was busy. She then asked why I was calling, and I explained the situation. She then tried to get the supervisor again to no avail. She told me that she would have him call me. A few minutes later, I received a call from some male identifying himself as the floor manager. I told him of the entire situation and how insulted I was that I was given such a high price without even being able to see the product. He apologized for the rep not having samples but then had the gall to tell me that Sears does not price-match and there was nothing he could do for me. So I informed him that I do not ever wanted to be contacted by Sears again and I will not be shopping at Sears.

This is unfortunate for both Sears and me as I just purchased a $2600.00 Kenmore Elite range from them and was looking to buy a very nice natural gas grill. Now I have to find a different grill from a retailer that I trust as Sears has ruined itself for me.

He asked to speak to a supervisor, & they wouldn't connect him. I thought maybe my son was exaggerating, because I worked for Sears for 30 years & never experienced such treatment as a supervisor in the service dept. Well, much to my disappointment, after being on hold for 45 minutes I got the same routine, & was unable to accomplish anything more than he did, even when I called Chicago corporate headquarters. I was switched back to the same number I had called originally. Unfortunately, I will avoid shopping at Sears in the future. It seems that Sears is not the same people company that it used to be, where they went out of their way to satisfy their customers.

The broken cabinet arrived at the warehouse on 2/20/13, which is four business days ago. I have called twice since and have been completely put off by their customer service. I asked to speak to someone in the States and they would not allow it. They told me the same story twice, saying that they would send an email message to their team and that someone would follow up with me, which never happened. Each and every time I had to call customer service, it ended in a physical headache and losing my voice. And because they could not fix the issue within an acceptable amount of time, I went ahead and ordered the item from Amazon.com instead.

I know that Amazon has much better customer service and therefore I ordered from them. I will probably have the new item before I ever get a refund from Sears, a company that just outsources all of their CS. Shame on you Sears. I will never ever do this again nor will I ever recommend your online company. It's a shame. Sears has some great tools, but their customer service has really damaged my opinion of the company. I see I am not alone.

There was another cash register in the cubicle, so we could have been helped right there and right then. But we must have been invisible that day. We did not even earn a dirty look, never mind help. We left the tool where we found it and walked out. It is not like Sears has a monopoly on this particular tool because we went to Lowe's and bought the same tool with reasonably good customer service. If I need a replacement for a Craftsman tool again, I will go back to Sears, because I have no choice, but I will not be so patient anymore. Maybe after I make a loud and rude scene, I will become visible again.

I have communicated with Sears since October 2012 via emails. I sent more than 5 emails each time explaining the problem and adding pictures they request. I have sent over 30 pictures with the various emails. Sears Mattress Warranty Customer Service continues to request more information that does not address the issue. I have requested a warranty replacement and, to this date, I have not received any calls. Meanwhile, I am disabled, and sleeping on the defective mattress is causing lots of discomfort. I have requested to have a manager contact me, included the name of Sears President and CEO, Edward S Lampert to have this reach his attention and still have not had any result, nor have I received a call from a Manager to address this. There have been no responses other than another canned email requesting again more information and pictures that have been already provided.

What does it take for a company to stand behind its warranty? How many more pictures do you need? Will Edward S. Lampert stand up to resolve this issue, stand behind a warranty and fix the enormous issue of credibility and lack of responsibility? I need to have my Serta iComfort mattress replaced!

I finally got someone to transfer me to the escalation department where I spoke to another rude, unhelpful person, who after having me on hold for 18 minutes, the call was disconnected for some reason. This person never even bothered to call me back. I tried again to get a hold of the escalation department and was transferred 12 times to various people who were rude and couldn't help me. Today is my 4th day without hot water. I have small children at home and we can't shower, clean ourselves properly or our dishes and hands. This is a huge burden and inconvenience. After spending that much money on a brand new appliance, it should be in tip top working order. The supplies and parts should be readily available locally, especially in a situation like this where we have no hot water. It is inhumane to do this to anyone. This is an emergency, yet it's not being treated as such.

On Feb. 13th, I browsed the internet and came across several upset people on various sites who have also expressed anger and have complained against Sears. Rather than posting anything at that time, I decided to contact smsupport@searshc.com and tell them what's been going on. I got a reply back from Nuray ** giving me a contact number to reach them. I called on Feb. 13th, 14th and 15th, only to get a voicemail. I sent them an email and no return anything. Today is Feb. 15th. My part got delivered on Feb. 15th. As directed, I called to set an appointment for install. I was told I have to wait another 5 days. Feb. 20th was the soonest I could get in. That's going to be 9 days without hot water in my house - at fault of Sears. It's amazing to me a company that has been around for so long has such horrible customer service and not enough technicians to see to it that emergency situations like mine aren't resolved immediately. It's crazy that I have to go 9 days without water.

Unbelievable and inhumane. I want justice to be served. I want to be compensated for the huge inconvenience this has caused me and my family. I want someone to show some compassion for what I'm going through and get this fixed today. I want a brand new water heater. I want Sears to take responsibility for the terrible position they have put me and my family in.

A service technician came out to our house a second time and charged us $280 and said he fixed our fridge. He didn't. Now the fridge/freezer doesn't get cold and the ice maker he disconnected to do the repairs does not work since he put it back together. Since they have taken it apart, they broke my ice maker and messed up a wire on the fan motor, which they charged us to fix after the second tech broke it! The fridge won't get cold. I want my money back for the repairs. Nobody is responding or doing anything about this. If the technician would have just told us he couldn't fix it, we would have put the $300 that was charged us so far to do absolutely nothing but make the fridge worse towards a new fridge.

On Wednesday, he said it was fixed so we went to the store and bought food, only to find out it wasn't. I want my money back! You can't just take my money and to make things worse, give us nothing in return and say oh well. Then I called and the lady said I would have to pay another $80 when they come out again. The second repair guy didn't even give my wife a quote. Nobody is even trying to help us. I can't believe Sears would do this to us. They have really gone downhill.

I called Sears and was told they did credit my account on Jan. 10 which I told them, "No." I just looked at my account and there was no credit from Sears. I even copied my bank statement, went to my local Sears store, showed them but because I bought the mattress online, they couldn't help me. Go figure, so they gave me a fax # to fax my statement for review so I faxed them my bank statement.

I have no idea who is reading my bank statement, because they would not give you the phone # to the people who requested it and when you call Sears, you get the runaround and that famous 7 to 10 business days which now has been about 45 days. Sears has been a household name for probably a 100 years, but I feel they won't be around much longer with business practices like they have. The customer service is horrible and the fact that I have spent hours on the phone and going to a Sears store just to get my refund and having to provide my personal bank account info to God knows who makes me mad as hell.

Sears, you have lost me as a customer and every chance I can, I'm going to tell my story in hopes others will also stop doing business with you too. For a screw up, you did not help me. I've also had to take time to write this in hopes it might ring a bell to someone at Sears who cares that a longtime customer has been wronged and you would like to right that wrong because you care. I'm dreaming, right? Folks, if you're reading this, be cautious when dealing with Sears but if you can, shop somewhere else and avoid the headache.

Sears better realize that if they continue to sell poor quality products and provide poor customer service, customers will stop purchasing products from Sears, as I have vowed to do. The more customers who take this action will force Sears to change their ways. If not, it will be just another business that goes bankrupt and these individuals who claim to be managers in their Executive Customer Service will be out of jobs. Sears, you need to get your act together.

This was my husband's Christmas present and it really hurts that Sears would treat someone like this especially around Christmas in this time with the economy like it is. I live on a fixed income and I can't afford to give $228.82 away. The one manager gave me back half of my shipping, but that is all they have done. I've asked for my money or the product, but they won't do either one. I would appreciate whatever help you can give. I've also reported this to the BBB. Thank you.

After waiting several months, I realized I never received a phone call in reference to the dehumidifier and called the toll free number listed for Service Questions. The representative informed me the dehumidifier was recalled and I was to come and retrieve it and then follow the instructions on a recall website she gave me. I asked her why I hadn't received a phone call from the Repair Center informing me they could not fix the product and she did not know the answer to my question.,

When I went to the Service Center to retrieve the dehumidifier I was informed by Mike they had discarded it. I immediately asked Mike how he could just throw away my merchandise. Not only did I not get a call informing me they couldn't fix it, but I also didn't get a call stating they were throwing away my merchandise. I asked for a manager and he stated he was the manager. I then asked for his manager and he went towards the back of the store claiming he would go speak to his manager but doubted he could do anything for me either. He later came out and, much to my surprise, informed me there was nothing they could do for me. I asked if they were at least going to refund me the $43.45 they charged me for the initial fee and he said no.

So, basically, I just paid Sears money to discard my dehumidifier for me?! I was very upset and asked Mike to write down the address and telephone number for the Sears corporate office and he informed me he did not know it. I then asked, "How is it that you work for Sears and do not know the corporate contact information?" His response was, "Where do you work?! Do you know their corporate info?!" After this response, I realized it was a waste of my time to continue this conversation with him and then asked him if he can write down his name on a piece of paper because I was holding my 8-month-old baby in her car seat and my hands weren't readily available. He responded, "It's on my name tag, you write it down!"

According to my receipt (encl.) it states: "If merchandise is not picked up within 60 days from the date of customer notification, Product Repair Services will no longer be responsible and reserves the right to discard merchandise." I never received any notification at all from Sears.

They headed out with the rest of the stuff and said the cooktop would be delivered at a later date. Great, except they showed up three hours late on Christmas eve so I sat at our empty house waiting for them while I missed our family Christmas party. I should have been mad, but I felt more for the delivery guys being forced to deliver on a holiday than me waiting. Then it got bad ...

The store couldn't find the cooktop and the national delivery number said it was delivered. Finally, I just went for store manager, Tracy. She quickly ordered a new top and scheduled a prompt delivery. Great. The cooktop came; we later opened the box. It was damaged. The knobs had been bent and one rubbed the high low print right off. I called the store. They said call Warranty. I called Warranty. They said call Delivery. I called Delivery. They referred me to a product specialist. He then put me on hold. I was disconnected.

I called back. I was put on hold for thirty minutes, hung up. I called back. They transferred me back to delivery. This guy transferred me to an unknown department. She said they would deliver a new one, great. I simply asked that it not be delivered and that I wanted to pick it up at the store to a) save time, b) not be forced to take time off work to wait for delivery. She said that couldn't be done.

The next day, I called the local store and spoke to the appliance manager because I had little faith in anyone I talked to via the national numbers. He was more than willing to make sure the item was ordered and to call me when it arrived at the store as he had no reservations with me picking it up. So. I'll see what next week brings when it is supposed to arrive. I'm glad I called him as, once again, the national number produced inaccurate results.

In conclusion, I feel as though my story echoes many others who trusted Sears. Sears customer service does very little servicing, and the people at my local Sears store saved me from insanity. My advice to others: bypass Sears. Head to your locally-owned appliance store. Pay a little more. Be content that you never have to deal with Sears' customer service. I'm fearful of the day when repair work may need to be done. Hearing coworkers' experiences leads me to believe I'm in for another wild ride.

In a last ditch effort to have matters resolved, I wrote letters to Sears Chairman Edward S. Lampert and CEO/President, Louis J. D'Ambrosio, hoping to get justice. A month later, I have yet to even get an email acknowledgement, never mind a reasonable reply. Poor service and untruthful explanations just seems to be part of the deal, like having air in your tyres. Sears have ridden roughshod over this consumer. You should think twice before exposing yourself to the same unhappy experience.

Note: The manufacture recommends a GFCI outlet. I also plugged a fan into the GFCI outlet for her and it operated fine. Regardless, the operator insisted I plug the unit into a regular outlet before she would schedule service. After repetitively requesting a date for service, I complied with her request and the unit still did not operate. Finally, after more than 30 minutes of arguing with her, I got an appointment but it was weeks away in November 2012. After much more arguing, I was transferred between numerous departments repeating the whole scenario over and over until finally I got to a woman who could pre-approve the reimbursement for a rental but she could only fax it (because her CPU program would not allow her to generate a hard copy or some excuse). She agreed to call back with an address and approval # for me, but while waiting for her call back. I noticed a weird smell and discovered that the unit was smoking and had to be removed from the house.

I had to get help to get the unit out of the house. Needless to say, I reported this directly to the same rep who called back with the approval information - while they were getting the unit out of the house. She gave me the information while I was trying to deal with the smoke and said she would mail out the info for rental. Damage to the doors and wall were incurred. No offer to repair it was made.

Sears reps were not the least bit concerned about the incident (Needless to say, I never received info in the mail for reimbursement and I had to use a laundromat 45 minutes away for weeks). After they finally came in November, parts (electrical boards) had to be ordered just so the unit could be inspected. It was several more weeks, then they returned and that did not repair the unit. A pump and another part were required; again, it would be another two weeks.

Finally, it was repaired; so I thought and I was very skeptical due to the smoke incident but used the unit and it was only a week or so before the unit flooded the floor, water pouring out of it. Water ran under the flooring into crawl space. I again called for service and again had to wait two weeks. When they came out on January 15th, it was determined that the cold water valve failed. Again, the repairman ordered the part (which arrived the next day) and scheduled service, to my amazement, on the 17th. However, on Wednesday, I got an automated call telling me to call the service center to reschedule the appointment. I called and spoke to a man and he said that they just needed to confirm the parts were in and since the parts were already here, the repairman would still be out.

But today, the 17th, there was no repairman. So I called and was told the appointment had been "forced" so it was kicked out and that they could not issue me another appointment and I needed to speak to a person in the Contract department who informed me that they could not help me either with scheduling an appointment - rental or replacement and transferred me to Consumer Relations who also could not help except to address the possible damage from the water and the first incident. All they could do is to call me when an appointment could be set.

I was told that I did not meet the criteria to receive a replacement and this time no offer to reimburse was made (although in all fairness, I did inform her that the only rental place was 45 minutes away and that they required me to pick up the unit - sign a contract and that I had no way to do that. I did ask about being reimbursed for my gas to go 45 minutes to a laundromat and cost to do my laundry). There was no offer to do that though, not part of the reimbursement policy, I assume. All she could do for me was to transfer me to a company to report the alleged damage.

All I accomplished in the two hours on the phone was to get claim #s issued for my alleged damage, as they pointed out, which would have to be investigated. I just want a washer that works and apparently it has not been serviced enough within the last 90 days as I was told to warrant replacement. So now I must just wait for a call. Great!