Sears Reviews

My complaint is this: If I order something from your company and never receive it, I should have my money returned back to my credit card. I did what I was supposed to do; somewhere UPS or USPS lost the package or it was never sent. I am on a fixed income. I do not have $91.99 to give to Sears for their mistakes in hiring UPS that has a very bad track record with their delivery services.

By December 28, I took over trying to get results from them. I, too, have received nothing but a runaround. First, I was told that he had received the monies, which was a lie because no money has ever been refunded. Then, I was told that the refund was processed, but they have no idea where it went. They would have to submit an order to have the refund manually done, because apparently the holidays had messed up the queue process. Holidays should not have even been an issue because this transaction took place way before the holidays.

As of today, January 16, we have still not received this refund. We are now nearly 4 months into this. This is totally unacceptable for a company of this magnitude to treat their customers in this fashion! Why is it that if we owe money to a company and it is not received, they can turn us over to the credit bureau? But if the company owes you money, they can treat you like you are an idiot?

Today, I will be making one more call to the customer solutions department, and if I receive the same outcome as before, I will be taking this to the district attorney's office. I will be calling the Federal Trade Commission to file a complaint, and I am filing a complaint with the Better Business Bureau. This has gone on long enough. Never will I buy from Sears again. They are a lousy company when it comes to customer satisfaction and rapport! This is one of the worst ordeals that I have ever seen when it comes to solving an issue. Two hundred and ninety four dollars is not something that will just be pushed aside and forgotten. This is a major issue! I want some answers and I want this refund!

I have left my number for a manager to call me last week, during the previous round of automated calls and requests to speak to a manager and a manager never called me back. This is the 2nd of the 6 appliances that we have had to have maintenance on in 18 months. Obviously, the appliances need a maintenance plan. But don't buy from Sears unless you are willing to speak repeatedly to idiots over several weeks until they can finally get parts ordered and everything repaired.

My mother has never been on a vacation in her 51 years and because of the news, she wanted to take one as soon as possible. After we were advised of the diagnoses, we booked a trip through Sears Travel, as they had financing options available. We booked the trip on September 14th to travel at Christmas. My mother's follow up with Dr. ** was on October 4th. At this time, she was advised that she did not have Chronic Lymphocytic Leukemia and that she did have a rare cancer called T-Cell Prolymphocytic Leukemia. At this time, I immediately sent in the paperwork required to cancel the trip as we were advised my mother would have to undergo chemotherapy for 12 weeks, 3 times per week. We were no longer able to attend our trip. Sears has declined our claim to cancel. This was a nearly $4,500 trip that we're required to pay for that we did not take. I advised that we would be content with rescheduling our trip to March but they have not been accommodating.

Secondly, they say they stand by lemons. Not so! I purchased a dryer 15 months ago, placed 3 calls within 10 months, and they would not even consider replacing it. Five months later, when it stopped heating for the 5th time, I placed a service call on Nov. 17th. On Dec. 12th, the tech arrived and incorrectly diagnosed the problem. He automatically assumed that the vent under the house was clogged and instructed us how to correct it. My husband followed his instructions and the vent had no obstructions. On that same day, I placed another service call and expressed my frustration. At that point, they scheduled my service for today, Jan. 8th (25 days later). It has now been 7 weeks and 2 visits from a Sears technician and I still do not have a functional dryer.

The dryer is now heating, but it is taking close to 2 hours to dry a normal load of clothing. I have always been pleased with Sears appliances. It seems that since my dryer has been discontinued, I am led to believe that I am not the only customer that has had excessive problems with this model dryer. Due to my frustration levels with this dryer, I just want my dryer replaced. The quality of service that I have been receiving from this maintenance contract has discouraged me from renewing contract.

As the manager was walking me to the door, I explained to him that he was very rude for not taking the time to call another store or to check online for me. I told him that I waited patiently in line for him to service me. He asked me to come back into the store and he would look, but I explained that I was already out the door standing in the cold and as a manager he was very unprofessional. I wanted to purchase some more big-ticket items, but when you call customer service, I found that none of my complaints were recorded and the associate stated that district managers only respond to price discrepancies. It would seem that is why the same kind of bad service continues if no one is monitoring and auditing the customer complaints.

The customer service associate asked me if I would like her to take my complaint, and I reminded her that she just explained to me that no one responds.

Then I was put on hold with a customer service rep for over an hour. She then returned and stated it didn't matter if they sent a new tech out as they will see what the first one said and the second one will say the same. I asked for a supervisor and she stated that she was as high up as I can go even though she was just a customer rep. She apparently has no supervisor which is hard for me to believe. They said they will submit a complaint about how the tech treated us but his absurd diagnoses will stand and our door won't be fixed. The door fits perfectly. It still has the hinges as you can see in the photo below. If I was abusing it by jumping or putting heavy things on it, it shouldn't look new after 10 years and the door should not be fitting in place. There is not even a scratch on the unit. It appears the inner door liner gave under the constant use of 10 years. I followed my contract and paid for the warranty.

Now, Sears needs to do the required repair and stop making stupid assumptions because none of them adds up. Things do give after 10 years and they should fix the door. I did look at a part site and the inner liner door which is the only thing wrong with it cost $146 which they should be able to get cheaper. The only thing that doesn't work is when I opened the door, it went almost to the ground. It is fully attached and it fits perfectly in its spot as you can see in the picture. I also attached a picture of the inner door liner where it gave way. There reason is absurd. I should have a right to be heard and this error corrected. Thank you for listening and your help in this matter.

I am writing this out of extreme frustration, but given my experience with Sears Warranties, I expect a continuation of what is the absolute worst service I have ever experienced.

My Sears Kenmore microwave oven (Model 721.80033700), purchased in June 2009 and under a (so-called) warranty until October of 2014 broke on October 17, 2012. I called for warranty service, and I was told that parts (a new door, vent at the top of the door, and the light and socket underneath the microwave) were ordered and a repair technician appointment was set for November 7. No parts arrived, but the technician did. He said that no parts had been ordered. He then ordered parts and said I would have to arrange for a new repair appointment. When the parts arrived 8 days later, they were the wrong parts for my microwave!

Now it gets really frustrating. After 10 days, no parts had arrived, so I called warranty service again. After 40 minutes on hold from being bounced to various helpers, I was told again that no parts had been ordered. To save space, I am going to summarize the next month. Four times I called the warranty number. I was put on hold an average of 30 minutes. I was told that parts were ordered and scheduled a repair appointment. All four times, I was later told that no parts were ordered.

On December 7, I called again.Over a period of one hour, I spoke to Julia, Steve, Phil, Celeste, Cindy, Keith, then to Warranty Service expert, Taisha, who was surly and unhelpful, then a parts order person, Mike, who once again said that he could find no record of parts being ordered. Mike promised me that he actually had ordered the parts: Door Assembly (ADX 33688804), Vent (MDX 38927302), Lamp socket (6620G0007A), bracket (4810W1A150C and bulb 6912W1Z0048).

I was told that the earliest available technician was on December 26, almost three weeks. The parts came around December 17. When December 26 came, I got a call saying that bad weather (we had a cold rain) kept the technician from coming, and the repair date was reset to January 2 with the technician arriving between 8 am and noon.

This morning, I got a call from Sears saying that we were first on the list and the technician was on his way and would be at our home shortly. Just before noon, I called the warranty number, and after another 15-minute hold, I was told that the technician's truck had broken down, and once again, the appointment was cancelled. The next earliest date I was given was January 14. I had already taken off two days from work for cancelled appointments and I cannot use my entire vacation day allotment for Sears' missed appointments. I was told today that it is set for Saturday, January 19, three months from the breakdown.

This is absolutely the most appalling abysmal service by far that I have ever experienced. We have bought many appliances from Sears over the years, but never again. I am starting to believe that you do not exist, and that all calls are routed to Russia where whoever answers just listens and hangs up.

If I could give you a business rating and I am going to send this to the Better Business Bureau and the State of Virginia Office of the Attorney General, I couldn't rate you low enough. It would have to be below zero or F triple minus.

I expressed my frustration and asked why I needed to wait for their vendor when I bought this item from Sears and not their vendor and why Sears could not just do the return. Many calls and hours were wasted getting the runaround from Sears. They kept saying they were trying to get in touch with the vendor. I called again on Oct. 26th, Oct. 30th, Nov. 2nd, Nov. 8th and again on Dec. 31st of 2012. Each time I called, I was given the same answer with no real resolve. I am certain that this could go on forever and that they have no intention of returning this product.

As of 12/26, I still had not received my items. Email was sent to customer service. I received the same generic response about their research "specialists" being on my case, how important my satisfaction as a customer was & to please take our satisfaction survey. What a bunch of malarky! Bottom line, there are no Christmas presents. They've got my money & I have no product! It's no wonder this once great company is in trouble with customer service such as this! I personally will never purchase from Sears again!

That didn't add up & I told the manager I was getting 3 different stories. She apologized but would not offer to pay for the repair. I told her to throw the mower on a junk pile. I felt sorry for Sears' retirees 15 years ago when their pensions were revoked. Now, however, not only are Sears' employees getting the shaft, so are its customers. I'll be buying a Husqvarna mower this spring & will be hard pressed to ever shop at Sears again.

When the delivery man came, they had only sent me a mattress, frame and one small box spring and I needed two to make it a queen size. I called to tell them about the mix up. They charged me almost $200 for a mistake they made; however, they took off the delivery charges. Keep in mind, I talked to three people asking them if my order was correct, that I need a queen size mattress and queen size box spring. Well, they delivered my other box spring on the 17th and the guy did not put the frame together saying the first guy should have done that. I called to explain and they said, "Oh, we can have someone come on the 24th." I said, "Forget it." Will I ever buy anything from Sears again? No.

Of course this did not explain why the dryer would oftentimes not come in and why it took 4 hours to dry 3 small hand towels. This was not the reason why the dryer did not work in actuality. The real truth came out later. After multiple calls, I called Sears Customer Solutions. They scheduled another tech to come out supposedly on Nov. 6th. The guy never showed up despite the Sears promise. So, I called corporate yet again and they got someone to come out on Nov. 14th. The tech showed up and said that a wrong part was ordered and installed in the dryer in August and that was causing the dryer not to work. This was 3 months after repeatedly complaining and being without a working dryer. This tech ordered the correct part on the 14th and scheduled himself back for the 6th of Dec. Well Sears cancelled the appointment on the 6th as the correct part was back ordered.

I called Sears and was told to call as soon as I received the part and that someone would be over that same day as the part to install the part. Well the part did not come until today, the 19th of Dec., but when I called Sears, no one could come to install the part until perhaps the 22nd - 29 calendar days after the part was ordered and 4 months after Sears broke my dryer by installing the wrong part. The protection agreement gives Sears 28 working days to fix the appliance or else they have to replace the appliance. But after 4 months and no dryer and repeatedly being denied by Sears, I have no solution from Sears. Sears denied a replacement request, despite it being 4 months since the August wrong part replacement and 36 days and counting since the correct part was ordered and the latest technician diagnosed the problem.

Sears is not acting fairly; Sears has refused to replace the dryer that they broke. Sears thinks it is perfectly acceptable to allow their customers to be without a major appliance months on end and they give their customers no reasonable solution. A reasonable customer would not think that it is okay to be without a dryer for 4 months.

It turned out the parts were not correct and additional parts needed to be ordered. At this point, we made several calls to Sears Customer Care and the Escalation department who continue to be unwilling to make a 1-month exception and have it replaced. We have even tried to work with them and suggested if they replaced the unit, we would cancel the insurance claim. We just want a working washer ASAP due to the living circumstances. It has now been almost a month. Sears declines to replace this 4-month-old unit and continues to drag us along with their repair policy. With their inflexibility over a 1-month difference in policy and lack of concern for the disabled to rectify the problem, they choose to frustrate a long standing repeat customer rather than choose the simple solution 1 week before Christmas! Wrong choice, Sears, and this will affect our future purchase behavior as well as word of mouth to all our friends and family.

No credit appeared so I called back and went over the whole story again, was put on hold again, then they came back and said they would connect to a supervisor again. And then I was put on hold to the general hold line. I was still on hold half hour later. So far with all the calls, I have spent over 1 hour and 30 minutes so far. They just answered the phone 1 hour and 40 minutes later, said they did credit, but they didn't. Now they want me to fax my bank statement. I'm never again shopping at Sears!

Now I wouldn't have missed him "if" they had called the correct number. I asked several times to speak with the supervisor and this was not allowed. I have been calm and frustrated at the same time. The lack of customer service I received is unacceptable! Kathy said someone would call me today. It was me that called Sears on 12/13/2012 and was asked to reschedule for the 19th from 3-7 again. How does this happen? Honestly when I, the customer, did everything by the book. FYI, my spouse was home 12/12/12 at 3. The tech did not come to my house. I don’t think I will or could buy my appliances through Sears again.

My family celebrated Christmas early due to a family member being diagnosed with cancer. The item was for my granddaughter. I didn't have time to send it back and if I ordered the correct one, it wouldn't be here until January, way after Christmas. The best that Sears would do was a $10 gift card. The chair was $44, on sale for $40. Really! I asked to at least have half the credit if not all. Better yet, credit it completely for the inconvenience and send the correct item out for free. I used to work for a company that did that at Christmas. Of course, they refused. I should have taken my family member's advice.

When the technician arrived, I told him where the heater/AC unit was located and that I was under the understanding that it was covered under my master warranty, which was the same thing I told the call center employee. The tech looked at the unit, figured out that a fuse had blown and replaced it. Then, he went to his truck to write up the paperwork for the warranty repair. He then came back with a bill and told me it was not covered.

I was furious. If it was not covered, the person setting the appointment should have told me that before scheduling the appointment. Then secondly, the repair tech should have told me it wasn't covered before he did the repair or at the very least given me a written estimate prior to doing the work. Consequently, I paid $238.00 for the repair. I was misled from the start. I feel that we were not dealt with honestly. I am very disappointed in Sears and their suggested resolution. I will be sharing my experience with others.

We received automated confirmation calls on the evening of 12/2 and morning of 12/3. At approximately 10 AM on 12/3, my husband called Sears, only to learn that the tech had called in sick and the service call had been cancelled. He was told it would need to be rescheduled to 12/5. That same day, I asked a representative of AHS to confirm with Sears that the tech would arrive on 12/5, which she did. It was confirmed and so noted in my account. On 12/4, because no confirmation call had been received, I called Sears to confirm service on 12/5, only to learn they had no service call scheduled (even though they had confirmed this with AHS on 12/3).

The service call was then rescheduled for the third time to 12/8 between 1 and 5 PM. At 1:40 that day, I called to confirm that the tech would show as scheduled and was told he would be here between 3 and 5. Because of prior disappointments, I called AHS and spoke to a representative to request he call Sears and confirm this day's appointment. He did and advised that it was indeed confirmed for 3-5 PM. Approximately 30 minutes later, I received a call from Sears stating the tech would not be able to keep the appointment. After much time of trying to have Sears honor their third promise to appear, I was promised a fourth appointment for Monday, 12/10. Today is only the 8th, so I have no idea whether or not they'll be here on the 10th or not. In the meantime, we're living out of a Styrofoam cooler and the back porch, relying on Mother Nature in Wisconsin to keep items from spoiling.

I called Sears today and was told they would come out between 1 and 5 pm on Dec. 11, 2012. I said okay but I am leaving on the Dec. 12 to go to Jamaica until Jan. 6, 2013. This will be the 6th time. I'm out of hope that Sears can repair the unit. This time, it's the motor control switch. Hopefully, they get the right part this time which is the most costly one of all. After three parts already installed by service tech, it still has not been fixed 30 days later. Sears can't even fix one product. I'm not happy.

The other night, we came home and the AC/furnace was not working again. The contractors came back out and said that the furnace was set up for natural gas and not propane and it burnt out a switch and "shut off" the whole system. They converted it to propane, and it’s working for the moment. The contractors say that Sears didn't tell them that we were on propane. We had been using the furnace on the wrong fuel source for over 6 months! In the 6 months we've had the system, there have been over 9 problems and I've had to call them over 25 times. They put our entire family and home at risk with installing the furnace for the wrong fuel type. The safeties that are in the furnace didn't stop it from being used. This is a major fire hazard, and we are lucky our house and family wasn't injured and damaged.

Sears finally agreed to a HVAC tech coming out but won’t agree to pay for anything until they have a bill and speak to that tech. They refuse to discount the furnace/AC because it's "working right now". Nothing to make up for the 6 months of rearranging schedules, broken AC/furnace, frustration, 25+ phone calls, 9 service calls to fix it - that in the 6 months we've had the system, we have had problems every single month! Their defense was that whenever we call to have them come fix it, they sent someone. (It’s under manufacturer warranty, Sears’ warranty, and we bought a 2-year protection plan with them - so they have no choice to come out and fix it.)

My husband and I paid out of pocket for a licensed HVAC technician (not Sears affiliated) to come out and make sure it was working properly - we were afraid to use it. After paying that much for something, I had expected better quality and service and not constant inconveniences and frustrations for the last 6 months. I don't feel they advertised their services correctly or their product. I spent $12K for something that I had expected to last and work for years, and it hasn't even worked properly for 1 month without issues. We asked that the price be discounted to a more reasonable amount for the inconveniences and problems as well as the gross negligence and irresponsible carelessness of not installing it correctly, which put my family and property at risk. They came back with a measly 5% discount ($600), which is what they apparently believe our family's safety and property are worth.

The following day, the water line broke and flooded the kitchen and downstairs. I had a private contractor come in to fix the water line from the sink to the refrigerator. On Saturday, Dec. 1, the technician finally came out and said there was nothing wrong with the refrigerator. He used some "tools" to diagnose the refrigerator. He left after 5 minutes. The phone receptionist I spoke with to schedule the Dec. 1 appointment was rude to me and would not put a supervisor on the line or tell me who to contact to lodge my complaint on scheduling for the 1st. In the morning of the 3rd, I noticed there was no ice in the automatic ice maker. I turned the water on along with the ice maker. In the evening, I noticed water again coming from the bottom of the refrigerator. The original issue was never resolved.

I called Sears service center again to get a technician out to the house. The earliest someone is able to come out is the 15th, which is totally unacceptable. The phone person I spoke with was overbearing and wanted to lecture me. I explained my frustration with her, but she still lectured me which I told her to stop numerous times and just give me a date. I finally had to hang up and have someone else call. This new date and job performance has been totally unacceptable. I don't need customer service reps lecturing me or being sarcastic about turning the water off. The purchasing of this service agreement was a mistake. I will not renew and I will never buy anything from Sears again. I wish I had spoken to my coworkers beforehand because they don't like Sears' service agreement either.

The service technician attempted to find the same model and could not - even though the exact same model was online and showing available. But when calling to order a new one, it was discontinued out of stock. We tried 2 other comparable models that were listed and they also were advertised on Black Friday sales but were discontinued. Why would Sears advertise a model that is discontinued? We finally found a model we liked and was in stock but were told by 5 different customer service reps that we could not pay the Black Friday sale price because it was an exchange. Why on the biggest shopping day of the year would I pay the original retail price when it's being advertised as the sale price? I refused to pay the sale price and decided to just return the defective washer. Later that day, I received a call from a customer service manager who said that I could pay the sale price and would have to pay the difference in price.

I asked the manager if Sears could split the cost in the old and new washer since many of their products are discontinued and I had to choose a higher priced washer -not to mention that I originally purchased the washer during a Veteran's Day sale and those prices would not be honored either. They said, "Absolutely not." So I needed a washer for the massive amount of family in town and reluctantly agreed. Yesterday, I received another charge on my credit card that was a "restocking" fee. When I called on Wednesday to discuss this fee, I was assured by a gentleman named Curran in Sears Escalations (800-5738431) that I would receive a call 48 hours later. It's 9:00 PM on Friday and I still haven't received a call. Sears customer service is atrocious - they advertise products that are not in stock and discontinued, which are misleading customers.

Also, many of their reps are ill-trained and not very knowledgeable on the phone. They are not prompt in returning or following up. And I still have a nonworking brand new front loading washer in my basement. The earliest they can deliver the new washer is next Wednesday - not to mention the additional delivery fee that I was charged! Today, 12/1, the technician arrived to install the new washer and I was told he could not assemble the pedestal I ordered previously. He claimed it was not in the service order after I explicitly told them I ordered a pedestal after the fact. Everything was returned and I am going elsewhere to buy a washer.

When I told him that was unacceptable, and that we paid over $600 for the maintenance agreements, he just said, "Well, I can only schedule an appointment when a service technician will be in your area, and they only go out to your area on Tuesdays and Thursdays." What? My washing machine partially flooded my garage on a Friday, and they can't have anyone come out until the following Thursday? Seeing that I was getting nowhere with the representative, I asked to speak to his supervisor. When I was put through to his supervisor, I was told the exact same thing - that no one was available to come out to my area until next Thursday. I kept trying to tell him that that was completely and utterly unacceptable, because we paid a lot of money for the maintenance agreements, but he just kept repeating the same tired line over and over again. I hung up the phone angry and frustrated, because I didn't understand the point of paying all that money for a service maintenance agreement that is virtually useless in an emergency situation.

I then called the company that made the washer and dryer, since the machines are still under their one-year manufacturer warranties. While this company does not provide their "mobile service" to my area, they do contract with local repair shops, which mean that they can have someone come out for a service call right away. I was able to call the phone number they gave me, and schedule an appointment for today, which is Saturday. I will be canceling the Sears maintenance agreements, and will purchase new service agreements with the company that manufactured our washer and dryer, so we won't have to deal with Sears any longer. I also wrote a detailed complaint letter to Sears, and emailed it to the two email addresses that I was given, but all I got back was a form-letter email, telling me "how sorry" they were to hear of the problems I am having, but the soonest they can have someone out to look at the washing machine is next Thursday. I will continue to share my negative experience with Sears through all available media outlets, so that other people will see that Sears is not the reputable company they portray themselves to be, and to avoid buying anything from them, especially useless maintenance agreements.

I left for Thanksgiving and a package arrived while I was out if town. A fourth appointment was made and again, an afternoon blown. "There's no motor here. Just the fan blades." Shame on me for not knowing that the package should have been heavier. Another call, but this time there is no motor. Backordered. You think they could have figured that out three weeks prior to wasting my time as well as the tech's. Oh, but he was getting paid for all the trips! I own only Kenmore appliances. Have for 40+ years. I've carried service contracts on all. That was before they outgrew their britches. I will never buy another Sears appliance. Their service department is to blame, not the quality of the appliances. I'm sure that losing my family's business or reading this review will not phase Sears, but I feel better for having written it.

Fan motor? Got a call to reschedule my appointment. I did. Then, I told her she might want to cancel it since they can't seem to find a motor. The right hand doesn't have a clue where the left one is. I have paid for this service contract! Done.

Since purchasing that warranty, I have had to have them come out here 5 times. Their lemon policy says 4 times, but last time, they told me it had to be 4 times within 1 year. Now that it is 4 times within a year, they are telling me that there has to be 4 replacement parts within a year. It doesn't matter that I have had to have them out here 6 times within 2 years.

I have never made a food loss claim. Last time, I was going to, but I heard the sound and knew it wasn't fixed. So I waited, then forgot. This time, I tried to make the claim and said I was out of luck because the claim has to be within 30 days. The inconvenience of canceling and sitting around for a repairman half a day each time is ridiculous. The weeks of spoiled food and no refrigeration is totally unacceptable! I will never do business with Sears again!

I then had to call back again. This time it was man with an accent. He explained to me why the price was higher and after again keeping me on the phone for a long time, told me that he could give me 10% off. I told him that was no bargain. That's what I should have had in the beginning and told him emphatically that I did not want the item and would buy it somewhere else. He said he understood and would cancel the order. I checked the statement periodically throughout the day and no charge appeared.

The next morning, when I logged on to my email again, I received an email saying that they took money off and sent me the item. I now had to call them back again to get the order cancelled. Another hour. A young lady with an accent this time apologized and said she would cancel the order. I asked to speak to a manager. Back on hold again for 30 minutes. She came on and said she was transferring me. I waited another 30 minutes and then the phone call disconnected. Looks like a giant scam to me. So beware if ordering from Sears online!

Someone told me (when I called earlier) that their system didn't update the inventory status soon enough. But when we checked Sears website, the price has been updated (increased) from $699.99 to $898.88. If their system couldn't update the inventory status fast enough, how can they update the price so soon? We can only think that Sears marked up the price for Cyber Monday and sold the TVs to someone else for higher price instead of selling to us at the reduced $699.99 price. We do not think it's fair at all to us. Now that the TV is out of stock and we have already missed other Black Friday deals, it's too late for us to cancel this order and get a good/better deal.

I turned the temperature down on the hot water heater and left the country for vacation two days later. I called from my trip midway and was told that Sears could not schedule an appointment until two days after I returned. The service person said nothing was wrong and it was the "Water Company" causing the problem. He did not perform routine service. The service contract is worthless. I would be better off not having a contract and using a local company to check and repair. I would not recommend a service contract or Sears to anyone. They are incompetent and have procedures that are not customer focused or helpful. It is no wonder Sears stock prices and profits are decreasing. They are not competitive for service.

We have requested a water heater replacement from Sears but they have refused. After calling them on the phone and talking for 45 minutes and transferred four times, they stated that they still need to replace another part before they can decide if this water heater is deemed not repairable. The water heater has five major parts; four already have been repaired in seven (7) months. We will never make another purchase from Sears and will advise all of our friends and post blogs regarding a company that do not care about its customers. Never again, Sears!

I said okay and he told me the parts would need to be ordered and would take a week to arrive. He told me I needed a downpayment of $137 which I paid in a check. He then scheduled my appointment on 11/13/2012. I took another 1/2 day off from work, excited to get my dishwasher fixed only to have 2 different technicians arrive at my house (one appeared to be a "trainee"). They told me that the first technician must have diagnosed my dishwasher repair incorrectly because the parts ordered were not what was needed to fix my dishwasher. They informed me I needed different parts and the cost rose to $323! They told me I needed to pay the remaining $191 and they told me it had to be on my credit card. So I did.

Then they rescheduled a new date of 11/20/2012 to come out again. I was in tears. So after they left, I called the repair department to see if they could get my parts FedExed and schedule me for a sooner date so I didn't have to take more time off from work. They said they had Friday, 11/16/2012, and initially I said that would be good, but then I asked if the parts would arrive before then and Roz from Customer Resolutions said he didn't know. So I said please keep my Tuesday, 11/20/12.

Unfortunately, unbeknownst to me, he cancelled my Tuesday, 11/20/12, date and scheduled me for 11/16/12. But the parts were not scheduled to arrive at my home until 11/19/2012! So I called to get my 11/20/12 appointment rescheduled, and they told me they couldn't even though I wasn't the one that canceled it. Now the only appointments they had available were 11/27 and 11/28/12, after Thanksgiving! So I told them that was unacceptable and they told me they couldn't help me, so they scheduled me for 11/28/12.

In the meantime, I went online to the online repair center and was able to schedule an appointment for 11/20/12 and my parts did arrive on 11/19/2012. I even received an automated confirmation on the evening of 11/19/2012 informing me that my repair was scheduled from 1-5 pm on 11/20/2012. Unfortunately and very mysteriously, my appointment was canceled and I was told my appointment was now scheduled for Wednesday, 11/21/2012, and I should be happy with that and wait for the repair person to arrive.

I now have to take more time off from work. I don't know if my appointment will be canceled again nor do I even know if I the repair was diagnosed properly and whether or not I have the correct parts! No one (any customer rep or customer resolutions supervisor) would give me a phone # to Sears corporate offices. I found the phone number online and I thought I would get proper assistance only to be transferred back to Customer Resolutions. It has been a crazy nightmare and they have my hard-earned money! I am at their mercy! I'm afraid if tomorrow doesn't work out, that I will never get my money back and I'll still have a broken dishwasher! Please help!

To make me even angrier is the fact that a young woman who answered the call to Sears to begin this process, she actually laughed out loud and said, "Your warranty expired October 12, 2012!" Oh she thought it was extremely funny as the date of the call was November 17, 2012. How convenient, a $2,000.00 item dies just after the warranty and it surely is not funny. Almost like it is planned by Sears! I am still trying to figure out how to get to the bottom of this problem since not one person is capable of doing anything to correct the problem. Probably too scared that they may lose their jobs! What has happened to customer service? There is no such thing anymore!

The case manager called my home while I was away at work, so I re-contacted her and gave her my work phone number and my work hours. She never returned my call there, but the case manager's supervisor called my home a couple days later instead. It's obvious that they never wished to actually speak to me, since I called them three times, gave the correct phone number to call, and emailed them back. Their customer service is deplorable! They didn't even get my order correct. One of my items was the incorrect size, even though I confirmed online again that the item number I ordered was the correct color and size. **. Please do not patronize their business, including Kmart and Lands End. If there is an issue, you may never get it resolved and seeing how their customer service is for their main office, they obviously don't care. Why would anyone want to go through these hassles?!

In fact, the sales associate told me not to come back again. All Customer Service associates blame all other departments. Online blames the store, store blames online sales, online sales tells me to call Regional Sales and report the store. The store gave me fictitious 800 numbers to call India and they can't help me. I basically paid $224.99 and got no patio set and received a check for $77.18. The holidays are coming! I am not a wealthy person. This is wrong. I want my money back! Shame on you, Sears. I'm calling the news!

Seriously, is this all they think my time is worth?! How about a phone call telling us they were not coming? We could have called around and got someone else to come. I feel like this is their plan, get you waiting and waiting. My husband placed several calls, spoke to several managers. Everyone said they would "look in to it" and call us back. They never did and the phone number they gave us was not accurate. Terrible customer service!

But when an employee who came to work, standing on the customer floor trying to demonstrate refrigerators to customers with a runny nose, it really demonstrates where Sear's priority is - certainly not a priority on the folks who "press the flesh" of the Sears customers. The salesperson tried to be professional about it, but you can't avoid symptoms of a nasty cold. Take home from Sears more than what you purchased - the flu or cold. Customers, be careful this season who you do business with. Happy holidays!

Who the hell gives these people rights to destroy a perfectly good snow blower, which was taken in for just a minor carb cleaning? If they didn't want to do the job, they should have given back my snow blower. They don't have the right to destroy it. Even worse, they're trying to get me to buy another one from them. This, people, is how they try to screw you for more money. Sears is going under, and they are doing everything they can to screw you out of your money before they fall. After talking to store managers and emailing the pretend customer service people online, not one of them will admit they screwed up. I have decided to get my lawyer involved.

Oh yeah, and on some of these sites where Sears have their social media people patrolling complaint sites, pretending to respond to angry customers, they are only doing this so people think they actually care. I've dealt with them already, and these social media support people are just as bad as the store personnel. Stop supporting Sears when they don't care about their customers. They are a failing business, which will be gone soon, and then you will really be screwed out of all your warranties.

When I told Drew he made a mistake on the dryer, he told me I was the one who ordered the incorrect item. I asked him if I made a mistake on the propane stove or the natural gas dryer because one was right and one was wrong. How can a Sears store manager get one item right and one item wrong and have the nerve to tell the customer they are at fault? Also, we were staying in a Camper during construction of our home in Taos and unable to find the receipt, so he refused to exchange the dryer for the correct one. We purchased these items on our Sears credit card. In my adult life, I have always purchased Kenmore appliances from Sears. Never again. Do you realize how easy it is to return items to Home Depot or Lowe’s? This Sears store manager is obviously an idiot, but that’s your problem, not mine.

I called Sears and of course, the rep wasn't available. But the associate I did speak with, OMGosh, how rude, started to yell on the phone, stating the famous quote "there's nothing I can do" and wanted to pass the buck on to another associate. She ended up cutting me off by hanging up the phone on me. I wasn't looking for cheaper, just wanted Sears to keep their word. Well, I ended up paying for it (the installation) because we needed it. Companies have us over a barrel these days. There's no honor anymore with a handful. I’m not happy with Sears and will never recommend them.

Not acceptable. I am spending an average of $17.00 a week (total 6 weeks $102.00) for doing laundry at a Laundromat. The nearest Laundromat is a 2 and 1/2 hours roundtrip! Figure the gas in and I'll probably be spending $150.00 to $160.00 to do laundry for 6 weeks! My repair contract is $169.75 a year. It is totally unacceptable to treat a customer this way, or I should say former customer. I will never purchase another appliance from Sears nor shop in a Sears store. They will never get any more of my money! It would have been cheaper for me to hire my own repairman.

I spent a half hour there before someone figured out they ordered the wrong bagger to start with. I was there for another hour getting things straightened out until they found me the correct bagger that was in stock. I took the day off for the delivery on Friday; the delivery which came on time. I put gas in the tractor and it did not start. I then spent an hour reading the manual and looking over the tractor. I still could not get the tractor to start. I then called Sears and was transferred around for 20 minutes before someone hung up on me.

I then called back and asked to speak to a manager. I talked to Eric ** and told him the story. He said he would make some calls and call me back. He called back and said all he could do is have a serviceman come out on Tuesday, 10/30 and if the service person couldn't fix it, I could get a new one delivered on Friday, 11/2. I told him that was not an option since I lost a day’s pay for not working because of the delivery. I was planning on using the tractor the day it was delivered. I then asked if I could come get a refund and have someone pick up the tractor. Eric ** said yes, I could come to the store and get my refund.

I then went to Sears and was able to return the bagger but was told I can't get a refund for the tractor. I then asked to speak to Eric ** and he came over and told me I can't get a refund. I then asked why would tell me to come down for a refund if I cannot get it. We then argued for 10 minutes in the store. He made a phone call and told me I would get a full refund in 3 business days. The refund would be for the tractor, delivery fees and 3 year plan. He also said someone would call Monday about the pick-up of the tractor.

On Wednesday, 10/31, I still had no refund and called asking about the pick-up. I was told there was no order for the pick-up. They then put a pick up order for Friday, 11/2. I don't appreciate taking a day off work for a product that does not work. I don't appreciate being lied to multiple times by the store manager.

At the time she rang up the order, she was unable to retrieve a physical receipt because she had put the information in the computer wrong. She stated to me I would receive a receipt when my electronic cooktop arrived to my home on Wednesday, October 17, 2012. After that I waited until October 17, 2012 for my cooktop to arrive to my home but it did not arrive. So, I went back to the Taylor Store on Friday, October 19, 2012 and talked to the assistant store manager, Gwen **, about the status of my cooktop and questioned why I had not received it yet. Gwen asked me for a receipt and I explained to her, I did not have a receipt because the sales associate who rang up my order made an error on my information, so I did not have one. Gwen then got on the phone and called the Sears outlet in Georgia to verify the information I had given her about purchasing my cooktop. Gwen found out the cooktop was shipped to the Sears warehouse in Livonia, Michigan and she phoned over there and the warehouse at that time told her the cooktop was missing parts and failed to disclose to her the cooktop was damaged in shipping.

So, at this point I went to pick up a cooktop with missing parts and Gwen told me someone would come to our home and install the missing parts to the cooktop. So, I asked Gwen to tell them I would come there to pick up my cooktop because I could not wait any more days for it to come to my home. Gwen stated she would print out your receipt that the Georgia Store was going to send to her and I could go and pick up my cooktop on Saturday, October 21, 2012. I went back to the Taylor Store to get the receipt from Gwen and I was told by the store manager that the Georgia store did not send the receipt and I could still pick it up with my identification at the Sears warehouse in Livonia, MI. The store manager of Taylor also told me the Sears warehouse in Livonia, MI closed Monday - Saturday at 4 pm and he told me I would not be able to go until Monday because of the time I left their store. On Monday, October 22, 2012, I left from work at 3:30 pm drove very fast to get there by 4 pm, got there and they had just closed. But, the Sears outlet store building connected to the warehouse was still open, so I decided to go and talk to one of the sales associate and the store manager for help.

The store manager called the warehouse to see if someone would help me because they were closed. He got the receptionist and the Shipping and Receiving Supervisor to help me. Immediately the Shipping and Receiving supervisor got all of my information from the receptionist and he went looking for my cooktop. He came back and stated to me he could not find my cooktop in the warehouse, and then they got help from another sales associate. Both of them still could not find it. At this point the Shipping and Receiving supervisor stated to me I would have to come back tomorrow to pick up my cooktop because they could not find it. At the time, I got very upset, because I had been doing a lot of traveling for this cooktop so I stated to the Shipping and Receiving supervisor I was not leaving the store until I got my cooktop tonight.

At this point with both of us being upset, he asked one of the associates to call the Livonia Police, and one of the associates. I watched them go outside and wave down the police. Once the police arrived, I explained to them I purchased an electronic cooktop with the downdraft and they could not provide me with my cooktop or a receipt so I refused to leave the store without one or the other and that's why they were called. The police stated my issue was not with Shipping and Receiving store in Livonia but with the Taylor Store. I explained to them it was with both of them. During the time I was talking with the police, the Shipping and Receiving supervisor called his Shipping and Receiving Manager, Dwight **, on his cell phone and stated to me that his manager wanted to talk to me. I got on the phone with Dwight and he told me that his Shipping and Receiving supervisor told him what happened and he would get me a brand new cooktop with the downdraft.

I repeated it out loud, so the Livonia police officers would hear what I was being told over the phone by Dwight. After, hanging up with Dwight, the Shipping and Receiving supervisor stated Dwight would get me a brand new cooktop. So, I decided to leave after talking over the phone to Dwight. I talked to Livonia police apologizing to them and then went home. The next day, on October 23, 2012, Dwight called me and stated he found the cooktop and it was in repair because the heating elements and the knobs were broken because the cooktop was placed on the shipping pallet upside down. Dwight stated he checked on me a new cooktop but it was discontinued and no longer available, so they would try and find me a different new cooktop. Afterwards, I waited two days because I did not hear from Dwight, and I tried contacting him and could not get him on the phone. So, on October 25, 2012, I called the corporate office and talked to Brenda in Customer Relations.

I explained everything to Brenda on what had happened and she stated I would receive a new cooktop but she also wanted to do an investigation. Then, Brenda placed me on hold to call the Georgia store and talked to Holly ** who stated she would give me a call to Brenda. After, a couple of hours passed, Holly called me. I explained everything to her and she argued with me on the type of cooktop I purchased which was a cooktop that needed additional parts and stated even if they gave me the cooktop, I would have to purchase other parts just to use the cooktop which I was not made aware of by their sales associate at the time of purchase. I would not have purchased it if I was made aware of this. But, she continued to argue this fact with me and did nothing to resolve the issue of me not receiving a receipt or cooktop. Holly stated she would see what she can do to help me and stated if she can do anything at all for me.

Two more days went by and on Saturday, October 27, 2012, I decided to try and contact Holly to find out the status of her investigation. I called the store and was placed on hold for 25 minutes and then someone picked up the telephone and hung up. So, I called right back and stated my name and the girl who answered just hung up the phone. So, on Monday October 29, 2012, I decided to call Brenda back at the corporate office but, she was on the phone talking to another customer so, I talked to Judy in Customer Relations and explained everything to her. Judy immediately got on the phone to get in contact with Holly. She stated to me Holly was on the phone the first time, and then gone to lunch the second time and the third time she was working on the sales floor. So, Judy left a message and Holly still never called her back. So, Judy told me she was going to send an email to the District Manager and she did not know who would respond between Brian and Casey. Finally, I received a call from Eric ** who is the District Manager in Michigan.

I explained again everything that took place from day one to current and Eric asked me who stated I would receive a new cooktop with a downdraft and I gave him again all of the names of the people who stated it. He said he has to investigate too because he was the only one who can approve a new cooktop with downdraft being given out. I also explained to him that Gwen ** and store manager stated I would receive back my shipping charges for the trouble that was caused. At this point, days have passed. Everyone is still investigating and I'm still out of money and a new cooktop with downdraft for my home. After all of the trouble and long length of waiting for this cooktop from October 8 to current, including money sent on an electrician, still purchasing fast food daily to eat, driving from one store to another and trying to get my cooktop before having my surgery and not being able to bring my mother-in-law to my home for her dietitian needs, I should get a brand new electronic cooktop with the downdraft from Sears. I have been a customer with Sears for years and this has been the worst experience I have ever had.

On August 28 we contacted American Home Shield with which we have a policy, to report that our washing machine was not working. Sears was assigned, and we made an appointment for Saturday, September 1. The technician came, examined the machine and then ordered a new transmission.

We had to wait for two weeks for parts to arrive and only then were able to schedule an installation appointment. Another technician arrived on Sept 22. He spent almost two hours installing the new parts and then determined that insufficient parts had been ordered by the previous technician, and the repair could not be finalized. The technician informed us that the machine was fourteen years old and because of the extent of the repairs needed really should not have been repaired, but replaced according to its condition and the quantity of parts needed. Had the full list of needed parts been properly identified on the first visit, the repair might not have been attempted. But he told us that since the first set of parts had been ordered, it was now too late, and the repair had to be attempted with the second set of parts. He ordered a new clutch and bearings. Again, we had to wait for parts to arrive.

The appointment date we were given was Thursday, Sept 27, without ever consulting us about our own availability. (We have found this to be a pattern with Sears: while all other contractors make an effort to find a mutually convenient and feasible date and time, Sears does not make this effort to in any way accommodate its customers). However, in order not to miss another half day of work, we were able to phone Sears and change the appointment for Saturday, September 29 between 8:00-12:00. The appointment was confirmed the day before by phone. At 10:00 AM we called Sears Customer Service to ask about the service call, and were assured that the technician was on his way. At 12:00, with no technician arrival, we phoned customer service again and only then were told that the appointment had been cancelled by Sears because the job needed two technicians and a second tech was not available. We were both amazed and angered that only after waiting for four hours, and after we ourselves called, were we told that the appointment had been cancelled by Sears, without the customer service mentality or common courtesy of informing us.

We requested that since we had waited in good faith, that a technician be found and sent. We were told this was impossible. When I requested to speak to a supervisor, I was transferred to the escalation department and spoke to someone who identified herself as a manager. This was at approximately 12:30 pm. I explained how upset I was about the unannounced cancellation. We were already frustrated that the first technician had not ordered the right parts and so this third visit was needed. Since I wanted to keep records of this process, and in case we got cut off, I asked the escalation manager for her full name and direct phone number. At this point she hung up on me. If the line had simply been disconnected accidentally, she certainly could have called us back since she knew our number.

On that same day of Sept 29, immediately following the discovery of the cancelled appointment, we called AHS to report this and ask for a resolution. The AHS agent contacted Sears and determined there was nothing that could be done except schedule another appointment. We were given a date of Oct 11 which was a full 12 days away. We argued with this, since we were being forced to wait considerably longer without a washing machine, as a result of Sears not showing up, and through no fault of our own. This was hard to believe: that we had to accept this additional delay and extreme inconvenience because Sears had not met their own confirmed appointment. After extensive waiting we finally again reached the escalation department at 3:30 pm, to explain the situation and try to obtain a more desirable appointment.

This time the Sears agent, who claimed to be a Service Department Manager, said he would connect me to a higher-level supervisor. We waited on hold for about 20 minutes, and then found the line had been disconnected! There was no attempt to call us back! We tried yet again and finally my wife reached someone who said he worked in the Sears Client Interaction and Solution Department. He was apologetic. We were able to schedule another appointment for Saturday, Oct 13. During the preceding week we phoned Sears to reconfirm the appointment and were assured that there would be two technicians coming on Saturday, as scheduled, since we were told that it was noted in the case record that the job required two technicians. On Friday we received another reconfirmation phone call.

On Saturday, October 13 we waited and at 10:00 called Sears to find out about the service call. We were told that the service had been cancelled, since a second technician was unavailable. We were absolutely incredulous. It was too amazing to possibly believe that a second service call had been cancelled!

We again called AHS. The agent was also totally amazed. She called Sears. Sears told her that they had phoned us a number of times to inform us that the appointment had been cancelled. This was yet even more unbelievable. We had been home waiting the entire time, and neither of the two phones listed with Sears; our home land line, and my own cell phone (both used by Sears to confirm appointments previously) had rung even once, and there were no messages or missed calls reported. Clearly what was told to the AHS agent regarding the cancellation notice was totally fabricated and completely false. It was deceptive and unethical to indicate this to AHS.

This time the AHS agent took it upon herself to ensure that we got a proper response from Sears for making another appointment. She got us connected again to Sears. At Sears Customer Service the Escalation Department agent we finally got was apologetic. He investigated the case and reported back to us. He said there had been a communications problem between the service department and the field office about the need for a second technician. But yet as a result of Sears’ own internal weaknesses, we again were made the victims, with yet another morning lost, and still no working washing machine. (This after all the different calls, and reconfirmations, and follow-ups!) In fact, he told us that two-man jobs are never scheduled for Saturdays! Apparently all the other previous customer service, and escalation personnel were either ignorant or misleading us. In either case this is tremendously unprofessional and entirely unacceptable. Julian made it his responsibility to ensure our next appointment worked out as planned.

As they had promised, both the AHS and the Sears agents did check and confirm with us about the next appointment, set for Tuesday, Oct 16, between 1:00-6:00. Even then, there was confusion and misinformation on October 16. My wife planned to leave work early to meet the technicians at 1:00. I called to confirm and I was told the records showed they would arrive at 12:00! When I said this was not feasible, I was told I would be called back with more information. I was called and told that the service center had checked with the technicians and they would in fact arrive at 1:00. I tried to clarify this: not sometime between 1:00 and 6:00, but at 1:00? I was told that this timeframe was provided by the technicians, themselves, according to their current schedule and workplan. So my wife arrived on time to meet them. They did not arrive until almost 3:00. Two technicians arrived and installed the new parts and left. They also confirmed that two-man jobs are not done on Saturdays; although Sears had made, confirmed, and missed, two appointments anyway on Saturdays without informing us it was not actually possible!

Just an hour later, immediately after commencing the first load of our huge backlog of laundry we noticed that the newly repaired and rebuilt washing machine was leaking water all over our floor. We called Sears yet again! Since this was just a leak and would not require two technicians, we requested a Saturday appointment. We were promised we would be contacted to confirm our request for a Saturday. Instead, and without consulting us regarding our own work schedules, the appointment was made for Thursday, Oct 25, 1:00-6:00. We stayed home from work yet another half day. A single technician arrived, meaning that we could have received the visit on a Saturday (since the call did not require two technicians, which is why Sears had told us Saturday visits were not possible), but Sears made no attempt at all to accommodate our request for this, in spite of the continued errors and inconvenience cause entirely by Sears.

The technician on Oct 25 identified that yet another major, very expensive major part was needed and had to be ordered. And so another service appointment was needed to be made to install the part when it arrived. This would be service appointment number seven (7) for the same repair. This is now beyond unbelievable. The amount of time and expense on the part of Sears and AHS is obviously excessive because of a series of multiple misdiagnoses by Sears’ technicians. The amount of wasted time and lost work on our part is absolutely unacceptable and even unethical: seven appointments, each requiring a half day of our time 3.5 full days in total. All for a 16-year old washing machine! It seems insane, and a very, very poor business practice. In fact, all of the service technicians who came after the first service call said that actually, light of the age and condition of the machine and the amount of parts needed, the best course of action would have been to replace the machine, but since parts had been initially ordered by the first technician, authorizing replacement had been made impossible.

As of this letter we are still waiting for the next part to arrive and to schedule the next service appointment, and have not had a properly working washing machine for nine (9) weeks! Sears is not a little mom and pop business. It is a huge and respected corporation. I am confident that since Sears wants to retain its reputation for dependability, reliability, customer care, and professional work, this matter will be taken seriously and Sears will try sincerely to re-establish our faith and confidence in the brand. We would like to know how Sears plans to compensate us for the tremendously amount of lost time, repeated inconvenience, and extreme frustration.

We also recommend that significant personnel training is needed in communications, professionalism, attitude, and customer care. The problems described in this letter were the responsibility and result of not just a few, but a sizable number of different Sears personnel in different positions.

Have you ever gone over a month without a stove? I have no problem with the service men, just the policies. I have always bought Sears, never had a problem before. There must be back problems in management. And I will probably be out a stove for at the least 6 to 7 weeks. I am not happy with this kind of service.

Once I got the third party company, they too assured me they had the right item, would send it right out with a return postage label so I would not have to pay shipping again. Great, I thought. Then I get two more emails. The first one saying, "Sorry, I do not have the item." The second one saying Sears does not allow them to attach the label as they promised. They would have to send it to me another way. I cannot get my money back until this is resolved. I am not only furious but in a mess. The two shirts were for a team and once they assured me they had them, we had the other shirts we had printed. Now we have spent $300 for shirts and printing. Now we cannot choose another shirt and we cannot get the last two shirts we need. I will never order again from Sears online and I will know in the future to ask any company if they are the primary vendor. Right now, I feel they owe me all the money they have cost me or at least to find the shirt from some company that can get it to me by end of October.

My renters took the day off to greet the repairman for their scheduled appointment on Monday, October 15, between 8 am-12 pm. The repairman did not show up or call. I then received a phone call to reschedule the appointment. I was most distressed. I spoke with a supervisor who said the first available appointment was for October 19 between 8am and 12pm. I agreed to this appointment and my renters agreed to make arrangements to be at home at this time. They had already lost one day of wages. Then I got a call on Wednesday October 17, reminding me of my appointment for Thursday, 18 October. I immediately called and said my appointment is for Friday, October 19th. I spoke with a supervisor and she assured me that I had an appointment for Friday, October 19th.

Today, at approximately 4:30, I got another call saying no one was home for the repairman, today (Thursday, 18 Oct.) and that is exactly true, because my renters are taking off tomorrow, Friday, October 19th for the scheduled appointment. This is not acceptable and I would recommend that this repairman be let go immediately and the coordinators at your service department who gave me misinformation.

I immediately called your 1-800 number and have been placed on hold twice once for 33 minutes before I hung up and again for 40 minutes before I hung up. I am currently on hold for 21 minutes and will probably hang up again soon since your service department is so unresponsive. I then decided to get online and chat with someone, but to no avail! No one was there to chat.

Sears has become archaic in the way you do business. You need to move into the 21st century and start using email for confirmation numbers. I cannot prove one way or the other about my appointments because there is no email to track what your service department employees have told me. I can tell you without hesitation that my appointment was rescheduled for Friday, 19 October. My renters have been without refrigeration for almost 2 weeks. This is not acceptable. They have taken one day off and planned to take another day off (tomorrow) to greet the repairman. Now I am told that the next available appointment is on Friday, October 26th! This is not acceptable! Ask yourself, how would you like to be without refrigeration for 3 weeks?

By the way, I am still on hold for one of my many calls to the 1-800 number, now for 24 minutes and 15 secs. I will call a repairman to fix my refrigerator tomorrow. I would like my money back that was spent on the extended warranty contract which was a complete waste of money, not to mention why a Sears refrigerator would break down after only 2 years of use. The product was obviously not good. I am fortunate that I did not purchase my refrigerator that is in my home from Sears .

Please explain to me how to cancel my extended warranty and get my money back (which I will use to repair the broken refrigerator). In the future, I will advise my family and friends to never purchase an extended warranty contract, not to mention a Sears product. Why have an extended warranty contract which only is good for Fridays? By the way, I am still on hold at the 1-800 number, now for 28 minutes. I wonder if anyone reads an email such as this and passes it along to the corporate offices? Can you imagine being without a refrigerator for 2 weeks? I am a retired government employee who worked for 30 years and I thought the government was inept, but they do not even kind of compare with your organization.

Please send me the application to cancel my extended warranty contract, so I can receive the money I wasted for getting it. Also, I would strongly suggest that your company move forward into the twenty-first century and start using email to streamline your repair services with confirmation numbers. The consumer has no protection whatsoever without a confirmation number. It is your word against the consumer. I will also be sending a copy of this letter to the Better Business Bureau and several online consumer protection sites.

P.S. Btw, I am still on hold and it has been 49 minutes and I am still listening to the music!

I called the number on the top of the ticket to ask that I be called with a price before any repairs were made. I was then told by the person that answered the phone that the repairs had been made and there was a balance of $24 due. She said the repair tech had noted everything he had fixed and that the bobbin plate was missing and I could order another one if I wanted to. She also told me my sewing machine was back at the store I dropped it off at. I explained that I had not been contacted and when I dropped off the machine, no parts were missing. She asked me to call the store so I could pick-up my machine. I spent 1 and 1/2 hours on the phone trying to reach a person at the store.

When I did get someone, she said the machine was not there. I gave up. The next day, I called back and talked to a guy who said he would try to reach someone in the repair center. He then came back to the phone and said that he was getting a recording and told me to call the number on the top of my ticket. I explained to him that if I dialed another number, it would be to their corporate office. He then said he would get a manager and place me on hold. While on hold, the line dropped. I called the corporate office and talked to a Ms. **. I explained the situation and she said she would find out where my machine is and make sure there was a bobbin plate on the machine. She said she would call me back by the next afternoon with an update. About 30 minutes after talking to her, I received a call from Sears telling me my machine was at the store. I went to the store that evening to pick-up my machine but of course, no one could find it. I was told what may have happen was the machine was scanned into their system but the driver did not take it off the truck.

The next day, I called back and talked to a manger named Dan. I was told my machine was at the store now and he had called the repair center to find out where the bobbin plate was. This morning, I called Kramer's sewing store and asked if they had a bobbin plate for my machine model and they said yes. I called Sears and told them I was coming to get the machine. I picked up the machine, went to Kramer’s, and purchased a bobbin cover plate. In the box that Sears returned, my machine has a foot pedal control that was not mine. I called the store back to tell them I have someone else's foot control. I was told I would need to deal with Dan and he would not be in until the next day (tomorrow). I called corporate back and was told the only person that can help me is Ms. ** because she is my case manger. I want it to be known that I would shoot myself in the head before I will ever again in this lifetime deal with or purchase anything from Sears. And I strongly advise that no one else take anything there to have it repaired or purchase anything from Sears!

It seems that when the pilot light is lit, it kicks on the burner to heat the water; however, when the temperature is right, the burner stops and so does the pilot light. I re-lit the pilot twice so my wife would have enough water to take a shower. I called the service number again and reported that I was disappointed that the service call had not resolved the problem. The lady told me that she would notify the technician and his supervisor and one of them would call me on the 14th. At 8 am I had not received a call, so I called the service number again. I was told that the only way they could send another technician was for me to schedule another service request. The only time they had was Friday 19 between 7 am and 1 pm. I told them that was completely unsatisfactory and since they hadn’t fixed anything the first time, they should make some effort to resolve my water heater problem. I was generally tired of shaving in cold water and washing my hair in cold water.

She said that the only way she could get me on the schedule was to set up the Friday appointment and she would see if she could advance it to today (Wednesday, the 14th). I was put on hold for a few minutes and she came back and said that there was nothing they could do. Based on the poor service performance, it is entirely unreasonable to think that they would not do what is right and just. I informed her that if no one was here by 8 am, I would cancel the contract and get someone else to fix my water heater. She didn’t seem to care. I spoke to her supervisor, Renee **, and was told pretty much the same thing. Sears didn’t care that they had not fixed my water heater and I was to do without hot water until at the minimum Friday, sometime between 7 am, and who knows when? At 8 no one had called or seemed to care, so I called to cancel my protection agreement.

The fellow on the line told me he could not cancel the agreement until I agreed to cancel the appointment scheduled for the 24th (Wednesday). I told him no and the appointment was for Friday, which is the 19th. He said he did not see any appointment for Friday, but there was one for the 24th. So I cancelled it. Now, Sears will attempt to collect the service charge from me which I will protest. Next, he asked me if I would like to make a formal complaint. I told him yes and he transferred me to a lady who took down all this info. I did have a problem with someone who is supposed to transcribe a complaint who constantly interjects the corporate reasons why Sears screwed me over as they have done. I think she should transcribe and stop. Anyway, I asked her if I could get a copy of the formal complaint and she said no.

I fail to see how this is a formal complaint. She said it would go to someone who would deal with the complaint. Having worked in the federal government for 40 years, I know there is a key on the keyboard that says “DEL” that will resolve my formal complaint. So here I am. I have been lied to over and over and have not received any reliable service. I have contacted some reliable firm to install a new water heater for me and I have a very, very bitter taste for Sears.

On October 13, 2012 (Saturday), someone from Sears called home saying, "We're sorry, on Tuesday, the technician will come to fix the air con." Of course they did not call to the phone number we gave them to call us back (which was my cell phone). On October 12, 2012 (Friday), Technician did not come saying he does not have the part. He said he would be coming on Tuesday, October 16. The kicker: I called Sears Customer Service, asked to speak to a manager, but was told that person wasn't available. Instead I got a person who claimed to be the senior employee supervisor of the team and what she said both amazed and shocked me. She said that there will be neither a full replacement nor full re-compensation if the technician deemed the unit irreparable. The best they can offer is to buy back the machine from us, but not at full price but at current value. Oh, and not in cash but in store credit. No exceptions.

What does that mean? You're basically out a few thousand dollars if your machine breaks down and Sears deems it not fixable. I asked her to send me a letter spelling out their policy, to basically let me know all this in writing. She refused and told me to write a letter to Sears' privacy department. I asked her why she couldn't do it, and she said simply that she won't. Frustrated to the highest degree, I again asked to speak to the manager who was not there. The agent put me on hold for ten minutes, and then came back and promised me that the manager will call me later in the afternoon. I left my cell number and told her to have the manager call there. She was quite a rude representative. Hey, guess what? There was no phone call from the manager. Also, the funny thing here is that if you ask Sears about their policies, they won't commit to them or are very vague in defining themes you can see.

I wasted another lunch hour. Oh, and don't try and call their main corporate customer service center (worth a shot, right?) because they will only tell you they can't help you. On October 11, 2012 (Thursday), I got a phone call from Sears saying that it will take a month to receive the part. What? I have to wait a whole month? This was simply ridiculous. I called customer service again and asked for the manager. How funny it is to be put on hold for a good 20 minutes? It's not. Eventually I got the manager on the line, whose name is Philip. I explained to him the whole story, and Philip proceeded to tell me that there is a huge effort required to replace the unit (which shouldn't be my problem I let him know), and that he will check what's going on and call me back. I asked Philip for his name and number, and I was told he chooses not to give me his last name, but here's my number.

I asked Philip what the big deal was in giving me his last name since he was in charge of the floor, but Philip from Montreal, said he doesn't have to. That number he gave, by the way, was not in service. I waited for his call, and he called me to say I have a technician scheduled for Friday (October 12), and I said, "Oh really, since when?" He told me he had the part, and so I asked him then why did I get a call from Sears saying that it would take one month for that part to arrive? He said, "I don't know, it must have had been a mix-up." Uh-huh. On October 09, 2012 (Tuesday), Sears technician came, but with wrong part and just left. He said he will order the right part and come back again. What makes this sad is that this is the same senior tech that came last time that physically checked out the air conditioner and who saw the part he needed/wanted to replace. How could he have ordered the wrong part? He also mentioned to my mother, who was home at the time, that not to worry, next time he can let himself into the backyard which he did that day.

No knock on the door, no “hello I am here,” and definitely without my permission. By this time I got my third confirmation number. On September 28, 2012 (Friday), I was promised a Sears senior tech would be at my place at 8:30. He called me at 8:15 to say he would be there at 11 am. I told him, "No, you were supposed to be here at 8:30," and he said, "They told you that?" Anyway, he said okay, he would be there soon and I waited. Sears technician came, and explained the whole story, and even showed him the flashing error signal I recorded. He actually had documentation to look up the error signal and did! He went outside, tinkered with the machine, and told me there was a part to be ordered which I think he said had to do with the control boards. He said he will order the part to fix the machine and he will be the tech to come back and install the part. I got to work around 11, a few more hours to make up, more time lost.

On September 25, 2012 (Tuesday), I took another day off from work, more money/vacation time wasted. I was told the day before that the senior tech would come between 8 am and 4 pm. 1:45 pm, and I call Sears to ask what time the tech will come. This time I get the dispatcher on the line who informed me that the contractors (yes, you heard right) would be there before 4 pm. I said, "Excuse me, I am not dealing with any contractors, and I want the senior Sears tech guy I was promised." He said he was unaware of that promise, so I told him that he should have looked in my file and saw that I was. It turns out he only read the cover sheet of my file, not the inside part, and so it was the customer care agent's fault that he called the contractor since she did not write anything on the cover about getting a Sears senior tech. I told him he should have read my file, to which point he got agitated in the end he promised me that a Sears tech would come by the end of the day (4pm).

At 5 pm, I called back, explained my whole story, and was told I would be put on hold while she looked into it... Five minutes into being put on hold, I was disconnected. At 5:15 pm, I called back again, explained my whole story again, but this time asked to speak to a manager at which point I was put on hold. Ten minutes into being put on hold, I was disconnected. At 5:30 pm, very annoyed, I called back again, explained my whole story again, asked to speak to a manager again at which point I was again put on hold. The manager who came on was said her name was Fathima, and I told her that I wanted a senior Sears tech. She worked with me, and to her credit, got me an appointment first thing Friday morning (the 28th, at 8:30 am). She also said that after the Sears tech comes and looks at the machine, a decision for replacement/compensation may be made.

I also made it clear about my losses during this debacle: money and vacation time being lost, not to mention all the stress just waiting for this air conditioner to be fixed. So on to Friday. On September 21, 2012 (Friday), it was the second visit by the Sears contractor. My wife took a vacation day to wait for them at home. Now, considering they had no ladder the last time, and that a ladder would be required, they showed up again with no ladder. They did however use my ladder which my wife had to carry for them. So for another two hours they tried again, and still could not make it work. So what was wrong with the machine? Here's what they diagnosed: one of the two guys put his hand in the machine, and after touching the compressor, said it was too hot and that may be the cause. He said they would have to order a new compressor; again a decision made with the lack of any diagnostic machinery (he mentioned again he had a tester, but he didn't have it with him).

My wife called me to let me know. At this point, I'm beyond words so I took off an hour at work and called Sears customer service. I got on an agent who I explained my situation to, and I told her I am tired of this guesswork diagnose, and to send a real Sears tech. She said the Sears contractor was fully qualified, and that it would take the process of repairing the air con even longer if we were to switch. I asked her how a contractor is fully qualified when he doesn't even have his own ladder, and I told her I won't settle for anything less than a fully qualified Sears tech. She said okay, that a senior Sears tech would come to my house on September 25, and she mentioned to me that if it takes more than six weeks to repair, or if the Sears tech deemed it irreparable, Sears would replace the air conditioner. She also mentioned at that point I would be entitled to compensation from Sears. What compensation, she could not tell me.

After hanging up, I called my wife, and told her to tell the contractor to go, that a Sears tech would come on the 25th. Remember those new control boards they ordered and brought? They took them out, put back in the old ones, and just left with the new parts. So, another day was wasted, this time by my wife, not to mention all the time spent calling and making sure they would come as promised. On September 20, 2012 (Thursday), a call came from Sears saying that contractors will come to fix the machine next week. My wife told Sears that they were supposed to be back this week, and so she asked for tomorrow (the 21st) and Sears agreed. On September 13 or 14, 2012 (not sure about the date), my wife called Sears to ask about the status of the repair, and she found out that the contractor forgot to order the parts. He assured us that he would order the parts first thing on Monday morning, but he didn't. We had to wait another week for the parts.

On September 07, 2012 (Friday), Sears was supposed to send someone today, so I took the day off. I was told, by confirmation that the Sears tech would come by between 8 am and 4 pm. At 3:45 pm and still no tech, I called Sears; I was told they were running late, that they would be there in 20 minutes. At 4:30 pm and still no tech, I called Sears again; now it would be one hour. At 6pm, and the Sears tech arrived, no scratch that, Sears contractor. Here's the scene: two guys in a Chrysler 300M sedan with no ladder. In fact, there were no markings on the car to indicate these guys were any professionals at all. So they came, and I started telling them about the last time it broke down and how that tech told me to capture the error code. They visually looked at the machine, and then, without looking up any error codes, proceeded outside and started taking apart the fan/compressor. And not even trying to do it gently, but roughly.

I stopped them and reminded them of the error code, but they told me they needed to check the inside of the machine. So they continued. After taking apart the machine outside, and an hour in, they decided to check if there's any refrigerant in the machine; it turned out there's none. I told him about the last visit by a Sears tech, and asked him if that tech didn't close the valve or something, but he said he had no idea. So, they told us that labor is covered, but not parts. I said no, parts and labor, eight years. He said no, so I called up Sears and told him he’s wrong, and that if he really wants to know he should call them himself. He called them, and then it was okay, parts and labor covered. He replaced the refrigerant, tried the machine again, no cold air. More tinkering before he told me he thinks it may be the control boards. I have to let you know that he had no technical diagnostic machine he was guessing. He mentioned he had a tester but that he didn't bring it with him that day.

He had to borrow my ladder to even reach the vent inside. I asked him why he doesn't have a ladder, and I was told they normally don't need one on this type of jobs. So he took out the boards (one from the machine outside, and another from the vent inside), and proceeded to close up the machine (outside). This is two hours into the job, and now the sun is setting and my wife is supervising them to make sure they put back in all the screws they took out taking it apart. They couldn't put back in all the screws; we had about a dozen left over. They also mentioned, right before leaving, that they would order the parts (control boards) Monday. They left, and my wife called Sears to leave a detailed account about the experience that they completely broke the machine while trying to fix it that, even while it was blowing hot air before they came, it was now blowing nothing.

So, a whole day off from work (money/vacation time lost), since they showed up at six I still could have gone to work that day The confirmation number for this visit is **. Sometime at the end of August, my air con started acting weird again, so I called Sears to get another technician to check it out. This time I made the effort to record the error sequence. On August 10, 2012 (Friday), Sears technician came to see the machine, but the machine worked fine for the moment. He said it could have been the high humidity and the pipes freezing up, causing hot air to blow. The technician said everything seems fine, but next time, I should record the error code (there are lights on the front and so I should capture the blinking sequence). He checked the levels of refrigerant just in case. The confirmation number for this visit is **. Sometime at the end of July, my air con started acting weird, blowing hot air and green and red lights blinking and stuff. So I called Sears to check it out since I had an eight-year parts and labor warranty. I had to wait two weeks for a technician to come.

They sent it back to the main store for pick up. Now, it's there. They claim we owe $30 due to what is wrong with it is not covered under warranty - which it is. Normal wear and tear from what they said is wrong with it, it boiled down to the blade needs replacing. So, it is useless to purchase a warranty because if anything goes wrong with it, it isn't considered under warranty. I spent money for the warranty that I can't use even with a year left on it because it's useless. I will not purchase anything, not even clothes or water from Sears anymore. Sears is no longer a part of this family.

We have limped this washer along for two years. It would take 6 to 8 hours to do one load. We now have to take our laundry down the street where we have a home with an "old" washer that works like a charm. We can't afford a new washer for our clients who are all on SSI and Medicare. Our staff do the best they can but not having a reliable washer is a big burden. I will tell everyone not to shop at Sears.

I was out in the mall walking down the hall, and the clerk is running up behind me yelling "ma’am, ma’am" in front of chic Fila restaurant. I told the clerk that she had the pants, and I had the money, what was the problem? She then said that she was not supposed to give me money, and I asked her, was I supposed to give her the money and the pants? And she said that she was supposed to put the money back in the drawer. And I told her I was leaving, and she said, "You cannot leave this store; I will have to follow you." Now, does that sound like I am a criminal or something? I told her that she did not know what she was doing. I was embarrassed in front of all those people, and I was upset. No wonder Sears is closing in this town; they don’t have employees that know what they are doing. I will never go into another Sears store as long as I live, and I will not recommend them to anyone.

About one week later, I called customer services and inquired to make sure they received the part. I spoke with Chris. He told me the part was not logged in, but it could be in the back and I should call on Monday. I called the following Monday and spoke with Jelani. They told me the part was received and the refund for $363.57 was already processed. This call occurred on 8/30/2012. On 9/12/12, I called again to customer service because the check had not been received. Emily told me she would initiate and investigation into the delay and get back with me. I have not received any correspondence from Sears.

Now it is 10/1/2012 and still no check. I called again today to speak with Sears and was told by Fay that she will send out a request for a status check to see if the check had been processed. I asked if I could speak to a manager or supervisor. I was told that she would have someone call me. It is now after 5:00pm and I have not received a call from Sears. I have spent over 30 minutes on the phone with each of these individuals and have become very stressed out by the run-around I have been given. I don't suppose the Department of Consumer Affairs can reimburse my time at $67.00 an hour (missed wages) but at least Sears may take my calls more seriously if they get some follow up from this organization. Thank you for your time.

The repair technician examined and determined on September 28, 2012 that the freezer stopped working due to manufacturer failure. I returned the freezer to the Queens Village store on September 29, 2012. The customer service representative and the store manager informed me that I will not be given a refund and I only had two options: either exchange the item for another item or take a store credit. The store manager stressed that he is not supposed to issue a store credit to customer and I should be happy. The store manager said that my purchase had exceeded the 30-day return policy period and the 30-day clock started from August 18, 2012, the day the item was available for pick up at the store.

I explained that I picked up the item on September 10, 2012 and the item stopped working after it was picked up from the store. The customer service representative working at the store was extremely rude and uncooperative. Having requested for the store manager, he refused to issue me a refund and repeatedly stated I had exceeded the 30-day return policy period. Sears’ appliance return policy online notes that appliances may be returned for a full refund within 30 days for gas powered appliances and within 90 days for general electric appliance.

Having reviewed this return policy online, I am confused as to why this particular store manager is misguiding customers by providing incorrect information and not complying with Sears’ appliance return policy. The Kenmore upright freezer that I purchased was an electric appliance and, according the Sears’ return policy, I was within the 90-day return period. The customer service representative and the store manager working on September 29, 2012 refused to provide me with their employee ID numbers to make a complaint and the store manager explained that I forfeited my right to file a complaint once I accepted the store credit.

He explained that if I accepted the store credit, then I was consenting to agree to Sears return terms; at which point, I had not an option to make a complaint. After having gone back and forth with the store manager for close to an hour, the store manager finally scanned my sales receipt and noticed that the freezer was indeed picked up on September 10, 2012. I ask Sears’ corporate office why this process could not have been followed by customer service representative when I first arrived to the store, which would have avoided all the confusion and provided me with the assistance I truly needed. The store manager finally gave me the credit I was entitled to receive, but not without unnecessary aggravation and additionally inconvenience to an otherwise frustrating experience. This whole situation has been extremely upsetting and this is why I write this letter. No one should be treated like this, especially when they are within the return policy period.

Please note that having experienced this, customer service representatives working at this Sears location either do not understand Sears return policy or are intentionally not providing customers with incorrect information and are acting upon incorrect information. More so, customer service representatives should not be allowed to mistreat customers that buy an appliance in good faith. Customers expect compassion and understanding for the great inconvenience they experience when the appliance break down, such as with manufacturer failure, which was what happened to me. Additionally, I took a day-off work for the maintenance call, incurred expenses resulting from food spoilage, and was humiliated and embarrassed in the store, and then I was provided with incorrect information on Sears’ return policy.

I write this letter to notify Sears that customer service representatives and store managers need to understand the store’s return policy and need to treat customers with courtesy and respect when assistance is needed. Customers anticipate problems will occur; however, we do not expect customer service representatives to embarrass and humiliate us, provide us with incorrect information, and then refuse to offer assistance to remedy the situation. This lack of good customer service assistance only further serves to inconvenience customers. I request for Sears corporate office to look into this matter and to establish procedures so no other customer is subjected to what I recently experienced.

Every time I was placed on hold, I got pushed back to the bottom of the queue and waited almost 2 hours before I got someone who could not help me. I did get a supervisor and she thought she was helping, only she got nowhere as well. It is now 3:00 (NJ time) and I finally got a straight answer by calling the Sears store in Watchung, NJ. The order was never placed, so I am still without hot water! Displeased! Angry! Dissatisfied and a few other words! I have never been treated so poorly nor had so much of a runaround by your customer service department as I had today. Sears products have been in my family for a very long time. I can honestly say I am truly unhappy with how things were handled. Will I order again from Sears? Well that needs to be seen. I am not a happy camper as of this writing. Please contact me at our earliest convenience. Thank you.

I went to wash my clothes and the machine wasn't working right; it was making a lot of noise so I called. They scheduled someone to come out today, the 25th. They fixed it and said the tech forgot to tighten something. I asked about the mold problem and he was the same tech who said we needed a transmission, not the one who put it in. He never even took my machine apart? He said it was normal and he wasn't going to do anything about it either. I called Sears the solutions department center and they said they were not going to do anything about it either. They would not replace all the moldy parts. Nothing.

Finally they agreed to give me 20% off another washer. I am very sick and have been for almost 2 years because of this. If they hadn't taken it apart, I would have never known this. We took 19 pics of this and it is very bad. The doctors couldn't find out either, they even did a CAT scan of my sinus. Any suggestions would be appreciated. Thank you for taking the time to read this.

Last year, the same experience as noted above, occurred with my washer machine service (2011). Last week, on 17 Sept., I had an appointment to have my washer fixed by Sears because I have paid money for a warranty. At 7 pm the night before, after I had once again arranged to take the next day off to be there for the service, I received a call from a machine to cancel on me. I called back and after 30 minutes of wait time, I spoke to an unconcerned, rude, and poor customer service representative who was a bit uninformed, unconcerned, and lacked the sincerity required to at least apologize for the mistake. I asked to speak with a manager and he told me he was the manager. I honestly feel sorry for your company and your lack of integrity.

I am writing today to request a full refund on my washer warranty. Unfortunately, my time wasted over the past several years due to your company's incompetence was far more valuable than the price of the warranty; however, I am sure Sears is prone to wasting the time of others based on the management that I have dealt with and fear I will not be compensated properly for my time even if I asked. If I am refunded this money, there is a chance that I will continue to do business with your firm; however, what is most important to me (and most customers in general) is an empathetic and sincere apology when a mistake is made. It's much easier when a machine is not involved in the customer service process, especially when delivering the bad news cancellation call. If I do not hear from a member of management, I will consider that an admission of your firm's inadequacy and will be certain to pass along my horrible customer service stories to all who will listen.

I've made a rough timeline of events (the dates are close but aren't exact since I never thought I'd need to record this at the time). On 7/10, we called AHS to open a ticket for oven and induction cooktop. They said they would call us back to make an appointment. On 7/11, although we gave them our address and phone #, a robocall (appointment 1) was made to my mother-in-law's house (another person on the account), who is several states away, for an appointment on 7/12. Further, the appointment was made for an oven and a range hood. As soon as we found out, we called to reschedule and made it clear that it was not a range hood, but induction cooktop. They also confirmed that both could be done on same day. 7/18 is our second rescheduled day. The technician never showed. When we called, they said their computers were down so we had to reschedule. The rep confirmed our appointment as an oven and range hood, and we again corrected her. 7/20 is our third rescheduled day. The technician never showed. We had to reschedule. The rep confirmed our appointment as an oven and range hood, and we again corrected her.

On our fourth rescheduled day, 7/27, the repairman arrived at 5pm, and he only has a work order for oven and a range hood. He fixed the oven but cannot touch the induction. He is willing to do it if he gets a work order. We called AHS, who said it's okay but we must call Sears. Sears, of course, can't manage to get a work order for an induction despite us correcting them several times. So once again, we must reschedule. Our new appointment for induction was 8/8. The technician actually arrived at 8am. He looks drunk, and like he really doesn't want to be here. He immediately managed to break the plug off of the wall while examining the induction. After two minutes and a brief phone call, he said it was installed wrong. He claimed it needed 240 volts to run, and we have 208. We told him that it worked before and the sticker clearly states 208. He obviously doesn't want to bother and said, "I don't go by that." He gave us an awkward smile and left. Thinking maybe we are crazy, we did research over the next few weeks, and found out that almost every induction top runs on 208. We even tested on 240 and it still doesn't work. So, we rescheduled.

On 8/28, a new tech assessed a problem with the computer and ordered new parts. On 9/5, the new parts arrived so we have to reschedule an installation. On 9/13, Sears picked this day for us and now no technicians are available. They rescheduled us for the following day. On 9/14, we received a robocall at 7:50am that we were the first appointment of the day. At 12:30, no one showed up. Upon calling them, they say they will come between 9-11am. Manager claimed tech tried to call at 10:30am (they did not). She does not understand why we are disrespecting her. Eventually, she said she will pass the call onto review. We were supposed to hear back in 2 hours, but we're still waiting. I am amazed that we've had 8 appointments by now.

Luckily, my husband and I work from home, but I can't even imagine if we had to take off of work that many times. Every time we complain to them, they act like we are out of line in getting angry. The reps snap at us, tell us not to disrespect them and have even hung up on us. I'm not sure if Sears only hires people who'd rather sit in their car all day and do drugs than actually work. This has turned into a game of chicken and they desperately hope we will give up. At this rate, I'm sure we will be trying to get this fixed through 2013 or until they've gone completely bankrupt.

We did not receive the call. So when the delivery drivers arrived, I was totally unprepared and had to scramble to move things. To make matters worse, the delivery personnel had no tools to switch the open side of the refrigerator doors around, something I would think was standard. They told me to phone the store and arrange for someone to come back out to switch the doors. When I did, the store asked for my phone number. I gave them our current phone number (which has been valid for several years now). I was told there was no information under that number. I took a long shot and gave them our phone number from several years ago. That plus an old work number from several years ago where the numbers listed despite my having given our current phone number when we made the purchase.

I was then asked my name. I was told that a different woman's first name was on the purchase account. I later found out that name is that of my husband's former wife despite the fact they have been divorced for 20+ years and we have made several purchases from Sears in the interim with my name and my credit card. Further, this woman has been dead for a while now. When I phoned Customer Solutions this morning to get the problem corrected, I got a completely different answer from the manager, Lois, with whom I spoke than from Brianna at the 800-732-7747 number and from LaTonya at the point of purchase.

Lois informed me that there was no one by our last name under the old phone number or our current one. I eventually told her that I was looking right at the receipt and sales check (I had never really looked at it before.), and the dead divorced former wife's name was clearly on there along with the two very old telephone numbers. Manager Lois could not explain to me why a woman, who has never lived at this address, has never been associated with either of the old phone numbers, has been divorced from my husband for 20+ years, is dead, and who has nothing to do with this or purchases from the recent past, still had her name attached to this.

And this is not the 1st time we've had this discussion with Sears! We thought several years ago when we discovered and brought the error to their attention that it had been corrected. Lois assured me at 9:30CDT this morning that she would contact the point of purchase store as soon as they opened at 10:00CDT, talk with them, and then get back to me this morning.

It is now after 9:00 pm CDT, and I haven't heard a peep out of Lois. The men did not come on Wednesday as, I was told, had been scheduled to change the doors around. They finally arrived tonight (Thursday) around 8:20 pm CDT. They didn't call before coming, because despite having spoken to yet another person, Ben, at the 800-732-7747 number just this evening at 7:40 pm CDT, the drivers still had an incorrect contact number. I am shocked by the lack of communication, the exceedingly poor recordkeeping, the obvious unfamiliarity with the computer system, and the sheer ineptitude that has been exhibited on the part of each and every Sears associate with whom we have come in contact over the last 11 days.

Particularly in our current economy, $511.38 is nothing to blink at; and we would have preferred to give our business to a company that at least acts like it wants to remain in business. We will never ever buy anything else from Sears. If they were selling the breath of life itself, we wouldn't purchase it from this company! It's no wonder they have lost so much business in recent years. Richard Sears and Alvah Roebuck are undoubtedly rolling over in their graves to see the company they worked hard to build crumble at the hands of people who have turned a blind eye and a deaf ear to customer service.

I called the Maintenance number and customer service told me a repairman would be at my home on Thursday, 9/13, between 1:00 and 5:00 p.m. I called Thursday morning to confirm the appointment and was told that the appointment was Friday, 9/14. This would be 5 days without hot water, personal hygiene, laundry, dishes. On Thursday, 9/13, I emailed Searscares.com and told my story. I was delighted when an energetic, helpful man called from Sears in Austin. He was very proactive. He gave me his phone #, extension, email and case #. He called the service people and told me that I would have a repairman that day. I was second in line and the repairman was in Somers (that's within a few miles of my house). I couldn't thank him enough.

I waited and waited. Around 3:00 p.m., I was starting to think this didn't look good. I called and left word several times on his answering machine. In the meantime, I received an automated phone call from Sears Maintenance telling me to call. I did and was told that I did not even have an appointment for Friday, 9/14. It seems that when "Robert from Sears Executive" made the appointment for Thursday, 9/13 (the one that never happened), it automatically cancelled the existing appointment for Friday, 9/14. Robert was not available and Matilda gave me the bad news. She would have Robert call me tomorrow, 9/14, and see what they could do.

My blood pressure spiked and I am not feeling well as a result of this. The repairman that came to my house after 3 days of waiting failed to fix the problem and didn't even try and Robert from Corporate not only failed to help but caused more problems.

As of this writing, I am still without hot water. I cannot believe a company the size of Sears has so many incompetent people. I tried to reason with Matilda that I, the customer, did everything according to the book to get this repair made. It was Sears' customer service people and ultimately the corporate office that failed and they should be able to correct their mistakes.

The parts came on Monday the 27th and we waited 5 more days for the crack tech to show up sometime between 8 AM and noon. He arrived at 11:15, came in and installed the parts and said the compressor is working. He called in my loss list and left. I then went in to check the freezer and the fridge was not working at all. I felt like an idiot for believing him. He obviously did not have any idea what he was doing. I called service and they reviewed my situation. I was told that with modern fridges the compressor is hard to hear and it would take 12 to 24 hours for everything to begin working - be patient. Can you believe that? Twelve to 24 hours for everything to get going. I can't believe they think that consumers are that stupid. Now, I am a bit upset. It is Saturday, the first day of a three-day weekend, and I am going to be without a fridge for the weekend and the time it will take to get another tech here.

I called service again and they were open. A young lady was very apologetic (aren't they always?) and scheduled me for another visit on Wednesday, September 5th. We now will be without our fridge for 16 days. I asked her to send me someone who knew what they were doing. Of course, how will she know? She is sending a senior technician. I feel so much better. I have a feeling that there will be another round of parts to be ordered and another extended wait for them to be installed - and then find out that didn't fix it. All the time we are without the fridge. If this was 1850, we might handle it better; but today a fridge is an essential appliance in our house. After reading some of the submissions here, I have little hope of getting satisfaction. The service contract says they will replace the defective product if it can't be repaired. I am wondering when one reaches that point.

We are told that we have to have new parts installed at least four times before the appliance is considered a lemon. It seems a bit stupid in that it is the same parts being ordered over and over again, so it doesn't take a genius to figure out that we certainly have purchased a lemon. I will never purchase an LG product again and will never deal with Sears for anything major. If the consumer gets upset enough to take matters into their own hands, then they are the ones causing the problem.

Today I called about repair of my stove and was told I was being rude! I simply wanted to know how much the repair cost would be if not covered by the $300 warranty I purchased, because Betty kept telling me that my repair was covered, but couldn't tell me how much it would be to fix. She placed me on hold without my permission to tell me her supervisor would be calling me back. Well surprise, surprise. No call back. I will never use Sears or recommend them again. I will be very vocal about my horrible experience with their customer service.

I called in and they advised me the parts that needed to be on the refrigerator were not on the refrigerator and they would have to come back out. After all that, I put in two claims for food loss. I never received my checks. I called in on 8/14 and spoke to a representative who told me that they would submit forms to research whether or not the checks were cashed. I call back on 8/22 and nobody had a clue as to what was going on. In total, I have spoken to 20 different people and I either get transferred to somebody or the call gets disconnected and I have to call back.

I am very disappointed in the service you have provided to me. I wouldn't treat an animal this bad. I've spent hours on the phone and all I get is transferred or disconnected. This is completely unacceptable and I hope that a human being is reading this. It doesn't take a genius to see that I've been done wrong. Please get back to me urgently. As I am writing this, I am still on hold. This has to stop. This is incompetent service.

I called the Resolution Center to question why the technician didn't show and the customer service agent stated that bill would be reduced by $65 because it showed unprofessional on Sears' part. Well, when the technician arrived at my house, I was told that the 1-year warranty would not be honored. I explained that no one told me that I had to purchase a warranty before the appointment. According to Anthony, I was to pay at the time of the appointment. I feel like I have been cheated and humiliated by the customer service I have received from Sears. It should never be a policy where a company quotes a price and doesn't stand behind what is being told to the customer. This practice is very unfair to the customer.

Sears is out to make money off the customer, regardless of how they treat people. I expect Sears to honor the price that was quoted over the phone and not cheat customers when service is actually rendered. The call agent quoted $214 with a one-year warranty and that should be honored by Sears. He was very clear about the price and he never stated that I have to purchase it right then in order to receive that price. Why does Sears feel they have to rip off customers in order to make a sale? That's not right!

After all that, another manager came back up to apologize and to figure it out. Then I called customer service, talked with Isaac and told him my experience. He apologized, told me they could send me a gift card for $25. This was back in July 9. When it was processed, he took my information and told me it will take 7-10 days and my case number is **. I never got it. I called back on July 27th. William, the supervisor, told me that it would take another 21 days to research it. It is August 21st, I called back today and spoke with the same person William, the supervisor. He looked it up and told me the same thing - they have to research it again after they already had almost a month. I told him to let me speak to a higher up person. He refused and politely hung up in my face.

I called back and spoke with another manager, which she was manager-material unlike Williams. I'm so angry and frustrated at this point. I won't ever step another foot at Sears again. I don't deserve being treated like this as a loyal customer from both ends. Not only that, she said it only takes 24 to 48 hours to process the gift card. It is August the 21st and I still got nothing.

While the table was no longer under warranty, there was no warning or indication of any kind that the glass-top represented a safety hazard. There was no unusual load on the table at the time, and no one was in fact touching the table-top when it imploded. We would like Sears to be aware of this threat to its customers, and kindly request any information that you can share about similar experiences.

After calling back and forth to home and Sears, and then conference calling the repairman with Sears, the warranty issue got straightened out. However, the service man said that he could not repair the AC, as it requires two men to remove the AC from the window and take it to have the leak sealed and refilled again. They told me that the earliest appointment for them to come back would be 8/18. Sears has all the info on my AC, so they know it's big, and that one person is not going to be able to get it out, I have no idea why they would only send one guy, and I don't get the purpose of him coming yesterday if I still have to wait another 11 days for them to even take it for service. So I probably will not have AC for the month of August. I have called and have been transferred to everyone at Sears, they escalated the issue and I kept asking for supervisor over supervisor, only to be told the same things. They mentioned that I could rent an AC, but at that time, I said why should have to pay to rent? They didn't tell me at that time that they would reimburse me for it.

Yesterday, they told me that they would give me $100 towards the purchase of fans. I told her, seriously? I have 4 ceiling fans going, 2 floor fans, 4 desk fans and all they do is blow the hot air, and they don't help. They told me that they sent an email to Sears corporate. After a massive headache and getting nowhere, after 3 hours of going back and forth on the phone, I gave up. When I got home, I was getting more and more angry that I had my scheduled service appointment, and because they didn't send two guys, I now go to the end of the line, and have to wait another 11 days, after already waiting over a week! It's insane! I called them again today, and played the wait on hold and be transferred game again. This time, they told me they would reimburse my renting an AC. I told her I wish I was told that yesterday, and she said it's in the contract, didn't I read it? They told me about Rent-A-Center, and I actually felt like I was getting somewhere.

So I called RAC, and they don't have any ACs, and haven't in the last 3 months, and weren't getting any. I called back Sears and tortured myself more, and was still given 8/18. They won't take the AC back, they won't exchange it, they won't fix it in a timely manner and they won't give me a new one or a loaner. They said I have to have had 4 service calls placed or for the service man to say that it's not fixable. I have a disabled husband at home and several pets. I don't think it's fair that I paid all that money for an AC from a "reputable" company with an extended warranty, only to get the runaround. Thanks for any help on this.

I received an automated phone call on Aug. 1 stating the order was cancelled. Then, I received a phone call from James (**) asking about the order and said he was the original salesman and would look into it; he'd get back to me… never did. On Aug. 3, I received another automated message cancelling the same order. I called back the store twice to speak to the manager and had to leave a message; no return call. I called corporate number and was supposedly given customer solution dept. I spoke to Linda (**) who looked into the matter and said yes, my order was cancelled on 8/1; and I should shortly see that reflected on my statement. I told her that I was complaining about not being able to get an item that is clearly in stock in many of the Sears stores. She said if it was still in my home, they could come out to put it together. I told her that it was delivered without parts, and they would not deliver another one and told me that they would not pay for one I picked up to be put together. She said she was sorry, and I told her I don't understand why I can't go buy one and they come up to install it at the $167 charge which they could pay for. She said they would not do that?

I called the store back and spoke to James, again, who said he didn't call me back because he didn't have my info. I gave it to him during the 1st sale and they have all my info from Max; not to mention, I have been a Sears customer for over 30 years and I'm in the phone book! When I told him what was going on, he said they could indeed have it installed in my home if I came and re-ordered it. I told him not until I had it in writing would I spend any more time, gas or effort to give Sears business. Told him to talk to the manager, Max, then get back to me. I won't hold my breath. I’m going to JCPenney to get the same treadmill at same low price, with cheaper delivery and installation. It’s your loss Sears.

All I had to do is sign my name, give them my Social Security number, and tell them my annual income (which I felt was inappropriate; I did it anyway just so I could buy a TV). They then told me that I can't order online with the temporary card and I would have to wait for them to mail it to me. But their store could order it and I could pick it up from there. I told her I went online and her store was not on the pick-up list. She said no problem, that she could just put in an order for it and put it on my temporary card. Well, she tried to order it on her computer. When she could not do it, she turned to her co-worker and asked him to try. He was unsuccessful too so I just told them to forget it. All I want to do is buy a TV. My Sears card had been expired for only three months. This is unbelievable.

Today, I called and spoke with Sue, who identified herself as the jewelry manager. I explained the situation and she asked for the associate # on my receipt. I gave it to her and she informed me that they had no one at that store with that # and that I must have bought it at another location. I told her I was looking at the receipt and know where I was when I bought it. She then told me that again without the ticket, I couldn't return it. I told her that her sales girl took it off and she then said, "You told her to!" She was very nasty. She then started telling me that it's not returnable anyway since more than 30 days. I reminded her that my receipt says 7/28/12 and that I specifically asked the sales girl. She said I should have read the small print on the back of my receipt. I was fuming at this point and then she said, "You bought it April 29? It's more than 90 days anyway, so no matter what, it's not returnable."

I'm losing my mind with her barrage of excuses as to why Sears, a store I have frequented all my life, has excuse after excuse as to why they don't know who the sales person was; why my receipt says return by 7/28/12; why she would have taken the price off knowing that I may return it and it would void the return; why she would specifically tell me that it was returnable until 7/28/12 if it was really only 30 days (we even discussed my wedding date was June 16th or she knew it was more than 30 days)? I admittedly was very upset when I spoke with Sue but she continuously talked over me and was very rude. I asked her not to be rude and she said she wouldn’t be talked to like this or yelled at and hung up on me! I am livid.

I called back to speak with anyone else and was transferred to a gentleman in lawn equipment who stated that he would give my information to Donna ** whom he said was the storage manager. I have yet to hear back. It is only $190 I believe, but it is the principle at this point. I asked about the return date and went in to return within the allotted time I was told. I kept the ring in its original box, inside the original gift bag, including the stuffing paper, with the receipt. I cannot believe I actually had this kind of experience at a store, much less Sears.

Yesterday, the guy was supposed to be here by noon and, of course, over an hour late. He was the same ** (his name is Jun) that came out the first time. He told me the other guy was an idiot and didn't know what he was talking about. It was something different and he had to order another part. I explained to him once again that I have to have my dryer for my business as I wash about 20 loads per week. Long story short, he got very belligerent, called me a **, told me he doesn't repair things for people like me (what?) and then accused me of stealing his plastic top for his ** tool kit. He talked on the phone most of his visit like he did the first time. I told him to put my dryer back together and get the heck out. He did and when he went out to pack up his truck, I shut and locked the door. He came back and started yelling at me through my window and I told him I would call the police if he didn't leave. He then called me a ** again and left.

I called Sears 8 times while he was here and kept getting disconnected, finally got through and was promised a call by this morning by 11:00, nothing again, so I called at 11:10 and was told I would receive a call within 2 hours, again nothing. I am considering filing a lawsuit against them for false advertising (the warranty) amongst several other things. I need my dryer for my business and 2 months later nothing! Sears is the worst. I think their heads got too big with extreme makeover! I am afraid of this guy. He is the type that would come back and kill me!

I went into the store and asked for the manager there was none. A fellow associate asked what the problem was and I explained what had happened and asked to fill out an incident form. He returned with a blank piece of paper and asked me to write out what had happened which I did. Still not satisfied, I asked for the store manager which there was none. An assistant manager finally showed up and located an incident report which I filled out the front page and left the back page blank because I had already filled out a statement on the blank page which was given to me earlier and the assistant manager. He said he would complete it and put my statement in it. I had no reason to doubt him. I thought until I received a phone call from a third party insurance company I had told them what had happened and she said to get 2 estimates for the repair on my car and fax them over to her.

The following day, I received a call from her stating that my claim had been denied due to me helping the associate and he stated I caused him to drop the oven on the bumper. He stated I caused him to twist and lose his grip on it. Sorry, the oven was going in straight as an arrow and he just simply lost it. I am so frustrated that I am writing this complaint about the Sears Store 1170 in Lansing, Michigan. I hope they contact me after this because next time, I will put in their names.

I called Sears again and spoke to a supervisor. He, since the appointment, showed cancelled, but the refund was never processed. How convenient. I was given an apology, but it would take another 3 to 4 business days for the refund to be processed this time. In fairness, he is trying to push the refund back by Tuesday of next week, but this is still unacceptable. Imagine if I hadn't followed up, I'd be waiting 2 weeks while Sears makes money on our money for no services rendered. No compensation was offered. We have since determined that the range will have to be replaced. We will not be purchasing it at Sears or any other item.

The sales manager Ryan told me it was the lowest price granite they had, but would not adjust any pricing. He showed me a breakout on his computer of how they arrived at the price and it included the $99.00 per square foot (I found it at Kitchen Advantage for $49.00 sq. foot installed). Sears pricing per square foot did not include installation or anything else the salesman said. His commission was in addition. The sink that was supposed to be included in the prices was an additional $750.00. The Delta faucet was $450.00. They included labor for the tear out of the old counters, the electric, and the plumbing, which was all done by the same two people.

All in all, the bill came to almost $9,000.00 which is twice as much as the most expensive place I contacted. Sears Home Improvement is a rip-off and I strongly suggest that no one uses them. Their prices are well above the competition and shrug their shoulders and say "Oh, well, you signed a contract. There is nothing that can be done about it." Their contract shows no breakdown of how they arrived at the price. We were told by the salesman that the $99.00 square foot included the granite with a lifetime guarantee, installation, and the sink. We have 57 square feet. Do the math. We were overcharged by $3,000.00.

I gave him my charge card, he swiped it, gave me a coupon for $90 off of a new mower and left. The next day, a neighbor who mows grass for his church, brought another man from the church to look at my mower. They thought they may be able to use parts from my mower for the mower at their church. Within 5 minutes of arriving at my house the mower was repaired and started up. There was a loose wire which this man attached and the mower started. I came into the house and called Sears. I told them exactly what had happened. They wrote up a report, gave me a customer solution number and told that I would have a solution to my problem within two days. Two days passed and no word back from Sears, I called again. They took my information again and told me that I would have a solution to my problem within two to three business days.

In two days, I did receive an email that stated "please be advised your issue has been addressed and case # ** has been closed. If you have any further questions, please feel free to contact us by replying to this email or via phone.” I did call them because I was not told what the solution to my case had been. When I called again, I was told that they had just closed the case and nothing had been done. I was out the $96 and they were not going to do anything for me. I started to discuss the problem with the sales rep and he offered me a $20 gift card to either Sears or Kmart. Kmart is another store that they own. I asked to speak to a supervisor because I did not feel that $20 was a sufficient amount of money considering the amount that I spent for nothing. He hung up on me.

I did call back and spoke to another representative who then offered me a gift card for $50. She said this was the most that I would be able to get back from the $96 that I had paid. She said it would be mailed out in 7-10 days. I did say that they could send it but I do not feel this is sufficient payment for the poor service, actually no service at all. I am now going to the Better Business Bureau and possibly to small claims court.

So Monday came and the person called me and left me a message - just his name and never said anything about why he was calling, where he was calling from, nothing. So the next day, I traced the call and it was from Sears. So I called them and asked to speak to the person but he was not there. I left a message. He called me back later that evening and said that he's been taking care of that and I will receive the money back in my account that I paid with my credit card. I also got an email saying the issue was closed and taken care of. Now, three weeks passed, I still don't have my refund. This is the third month and still no refund.

Sears gave me the runaround (even so far as to tell me to order the part that the Sears’ guy broke. Can you imagine? How the heck do I know what part he broke?), and was even saying that they do not have to help us and were very disrespectful to my husband. I found out today that they did not even clean my dryer exhaust properly which stopped my new dryer from working! I now have to pay someone else to do the job I paid them to do.

I am an older woman and have a lot of experience with these types of issues but I have never seen such blatant disregard for a customer from any company in my life! I had to buy a new machine due to the incompetence of these idiots! I'm still on fire! Stay far away from Sears!

I will never purchase anything else again from Sears or Focus Camera because of the lousy customer service, especially Focus Camera, because it always seems like a bother to them to answer any questions from their customers and this has happened on each call that I have had to make to them.

The Sears salespeople wanted to charge my husband an additional $120.00 for the exchange and a warranty. This irritated my husband since he had already spent a lot of money for the first mixer. They would not give him his money back since he did not have the receipt; however, they could pull up in their records that he had purchased it, when he purchased it and for how much. When my husband asked them to guarantee that the new machine would work, they said they couldn't. He left the Sears store in Redmond advising loudly that we would no longer shop at Sears or buy KitchenAid. Therefore, I am now without the thoughtful Christmas gift my husband gave me and using the mixer I have had for over 10 years.

I am very unhappy, dissatisfied, disappointed and a little angry that my brand new Kenmore microwave oven is not working and I have to wait for so long for repair. I wish the repairman will bring a new one with him. It just doesn't seem right to have to repair a brand new Kenmore microwave oven. If you were in my shoes, I am sure you would be a bit upset to say the least.

71 days has passed. Until now, we have not received the parts, and every single day, we are calling Sears, spending hours each day to find out what happened to the order. The representatives affirmed to us the part is on its way and that we will receive it the next day. Refrigerator is a daily necessity, and with the Houston summer, it is very difficult to wait for such a long period of time, calling every day and have patience.

It is our humble request to resolve this issue at your earliest or at least let us know if you are unable or have issues to provide your service to your consumer, and we can find some alternatives.

The unbelievable thing about this is that Ryan admitted to the damage and the type of damage. I have an open incident report with the police and Sears management has understood the problem, but there has only been stalling and feet dragging. I guess if they weren't so rude and disrespectful, I would understand that making me whole might take a few days, but Sears Blue Crew, Customer Solutions and their management has been unwilling to act. If this is their stalling technique over an issue which is 100% their liability, it's a terrible business practice! I am a generational and multiple appliance Sears customer, and this incident has caused me to question their good faith.

When I turned it in, I asked the Sears employee if I needed to remove any parts from my machine (I have had it serviced so rarely that I could not remember what I had done the last time). He informed me that, no, I did not. So, I left my machine with the pedal, extension table and accessories (which are housed inside of the extension table), and was told to return to pick it up in two to three weeks. I also included a broken buttonhole attachment with the hope that it could be replaced. Because the service plan is under my parents' phone number (having moved a few times, this has been the easiest), I entered my cell phone on the paperwork submitted with the machine.

I did not receive a phone call to let me know it was ready (which I had been informed at drop off that I may not), so I returned at the end of the three weeks to find that my machine had not been returned to the store. After a 30-minute wait (active daughter in tow), I was told that they had not been able to fix my machine and that they wanted to replace it with a Brother machine, a switch I was not pleased with. I had them call the service center so that I could speak with them.

Apparently, the buttonhole attachment was not replaceable, since Kenmore had ceased making machines. I told them that I would let them know the next day about replacing the machine, went home and immediately found the part number for the piece that needing replacing as well as the parts number for the broken presser foot attachment on the Sears parts website. The next day, I called them back to give them the parts numbers, asked them to replace the part, and to return my machine to me.

I have had no problems with this machine and was not keen on throwing away a perfectly good machine nor did I want the model being offered as a replacement. I received a call the next day telling me that they were sorry, but that a piece of the machine had already been thrown away. When I asked them (with great frustration) why this had happened prior to talking to me, I was told that this did not normally happen, but this time it did. Fortunately, it was only the buttonhole attachment. I asked them to replace the presser foot piece and to return the machine to me. I was told that they would have to order the parts (from the number that I had to find for them) and that it would take two more weeks.

When the machine finally did arrive, I took it home to open it only to discover that it had been shipped back to me without the pedal, extension table and accessories. I immediately called the service center, only to be told that this was the responsibility of the Pasadena store. Again, I gave them the parts numbers and told them that they would need to replace the parts. The next day, I called the store, only to be told that this was the responsibility of the service center and that I should call them. I informed them that I would not be a go-between for them and the service center, and that I wanted the parts of my machine replaced immediately. This was Wednesday before Memorial day.

Although they said that they would call back immediately, they did not. I called again on Thursday, only to discover that they had not yet contacted the service center. I then spent Friday through Tuesday calling both the service center and the Sears store, leaving messages at the service center that were never returned and never even reaching a voice mail at the store. By Wednesday (I believe), I finally reached someone at the store, and asked again about the status of my parts. I was told that they were taking down my information and that their manager would call me once he returned from his lunch break (it was now 10:30 in the morning, a mere 30 minutes after their store opened). I did not hear back from the store.

On Thursday I called again, asked directly for the manager and was told that he was not in. An employee, David, said that he would look into this and call me back. He actually did, calling later that day to inform me that the parts would arrive by Friday, June 8th, and Monday, the 11th. On Friday, a very angry UPS driver knocked on my door to ask if two boxes were mine, two boxes that had the incorrect house number (inverted from our own). The third box did not arrive. I checked the Sears tracking system, which informed me that they had attempted to deliver the third box twice and that it was now back at the UPS facility (presumably to the false address). I contacted Sears to ask them to correct the shipping address with UPS, and was emailed back with the UPS tracking number, and no further assistance.

Fortunately, I was able to correct this with UPS over the phone. Today, the final box arrived with the missing accessories. After almost two months of being without my sewing machine, and with $150 worth of parts replaced by Sears due to losing the originals, I sat down to sew. I looked down at the machine. Imagine my frustration when I realized that the original part which I wanted replaced, a part costing a mere $7.15 on the parts website, had not been replaced. Furthermore, the part which supposedly was thrown away, the same part that was Sears' excuse to replace the machine, was replaced, the replacement sent to me with the machine.

This has been a horrible fiasco, with Sears exemplifying terrible customer service and an extreme lack of professionalism. Although many family members have been loyal Sears customers for decades, and I, myself, have kept my sewing machine under an expensive and rarely used service plan since 1996, I will never do business with Sears again (with the exception of replacing on my own dollar the part that was originally covered under my service plan) and will discourage my friends and family from doing so.

Then a contractor came to our house and showed me a side edge and told me that he is putting a 2" side edge on the countertop. I agreed. Remember, no one talked to me about changing my existing 2.5" side edge to 1". Per our agreed upon date, the contractor came to our house with a built-in countertop with 1" side edge. When I raised the question why the side edge was 1", the contractor said that it’s standard. Sears never informed me about the standard side edge thickness. When I checked the contract, there is no mention on the standard size of the side edge nor is there a change request on the thickness of the side edge. I then talked to the project manager for Sears. The project manager for Sears asked me to talk to regional sales rep (Andrew). When I talked to Andrew, the sales rep told me that I would be charged $774 based on Sears’ fair pricing policy. I agreed to pay the price and re-sign the contract.

When the sales rep again came to my house, I asked the sales rep to show me the pricing structure based on Sears’ fair pricing policy. The sales rep could not show me the pricing structure. Also, the sales rep pointed that the bullnose that was installed does not match what had been installed on our countertop. So the Sears rep decided to give me a $700 discount. I denied to accept the discount and instead asked Sears to fix my kitchen countertop side edges based on mutually accepted price. The Sears sales rep agreed and signed a new contract. I then had no response from Sears for a week. When I contacted Sears, they told me that they don't have the authorization to fix the countertops without charging extra.

Now, I am without a kitchen countertop for over 10 days. I have no help from Sears and I feel there is no one who can ask Sears to expedite the kitchen remodeling effort. I am hoping someone out there can understand my predicament and help me resolve my grievances with Sears.

We never saw or heard from the technician, so I called again and Yvonne checked the records/computer and could not find any work orders for us. She put me on hold several times and checked and rechecked but did not find any orders from Debbie. At this time, I begged her for another appointment as soon as possible since I had cancelled all my plans/work for that day. Very rudely, she said that she could not help me and there was nothing she could do except transferring me to the online desk. I asked her what would they do for me and she had no answer. I then asked for her to transfer me to her supervisor and she said they had none. She was so rude and also told me that she could not help me in anyway and by her being in Des Moines, she “could not come and fix the problem in California!” I was very frustrated at this point and she even threatened me that she could not help and the next thing was to hang up on me.

I actually was transferred to the online center by her. I was told that the next appointment would be three days later and the charges can be $79 for the initial visit. Then between $200 and $300 for labor if the technician detects that the tank needs to be replaced since it is leaking, plus additional fees for permits and upgrading. Granted, a Sears technician had installed our initial unit and they had upgraded the permits, codes, etc. less than 5 years ago. I gave up and decided not to do business with them at this point, since it felt like a scam from the first phone call, and if they have no respect for their customers, then we can take our business somewhere else. We sure did that and after 35 years of being loyal Sears customers, our entire family will never purchase anything from them.

I just want the Sears CEO to call that same number and see how they treat their customers who have paid for service. Sears has to see how rude and unprofessional their employees are and if they subcontract their technicians, then they should pick the right ones and not the ones who run scams. No one deserves that kind of treatment especially when it was their mistake of not booking correctly at the first place!

After the parts arrived, we scheduled an appointment and were told a repairman would be here between 1 and 5. After several calls to get updates, my wife was told a variety of stories including he was 5 minutes from our home; yet no one showed. I got involved after work and was told that I wasn't on the schedule and then I was on the schedule. After being transferred or dropped by the initial customer service rep, I went through the same story with the second service rep. I was then cutoff by the second service rep and when I called and spoke with the third rep, I was told it would be Monday instead of Friday (I had requested Friday). After I tried to get her to find somebody who could help make it work on Friday, she hung up the phone.

I explained to each customer service rep that this needed to be resolved. They each gave typical answers such as we can't change the system and no one is available. This is such horrible customer service. Sears apparently doesn't take responsibility for their actions. They don't keep appointments, lie to their customers, and then try to make their customers feel it is their faults. If our company did this, we would be out of business.

You can be sure that there will be no good recommendations for me or from anybody I know and deal with on the professionalism and integrity of your organization. I will be using you as an example of how our company will not respond to customers. It is both irresponsible and unethical. Note that any consumer advocate site that I find I will relay the information above to ensure that all buyers beware of your corrupt practices. It would be wise to re-evaluate your practices immediately.

The manager even told me he was putting his job on the line by offering me 10% off a different television set. I have my money, but in a store credit. Frankly, I do not want to even go into another Sears store. How can they offer a brand name when they say it is poor quality? That is the store clerks words - poor quality. The manager even had the nerve to get crappy with me. I even offered to pay some money towards another TV if they would work with me a little bit on the price. Everyone knows at Christmas, the sales are tremendous. If they would have even split the difference with me, I would have been happy. If they would have given me 20% off (that would have been $120.00), I would have gladly paid $170.00 plus tax. Unbelievable.

I totally mitigated my refrigerator damage by tending to the ice since I called Sears and they said since it was the holiday, they would not be able to get right out. What was I supposed to do with a freezer door that would not close because of the huge ice blocks? So, I put the temp back to what it needed to be after discarding the food but not before I took pictures to have to show them. Now, they say they can't promise to come right out, it isn't in their contract, they come when possible. How do you accept that when your freezer is so totally unusable and unable to close? I guess they wanted me to burn out the entire refrigerator. What would that have gotten? Then they absolutely lied on their response to the BBB saying I took too long to have them come out and I probably left the door open myself.

I am 75 and have never left a refrigerator or freezer door open in my entire life. I don't think I will start being discombobulated now unless they are insinuating I am suffering from dementia? It seems they are? What else can I say? They said also they offered me an extension on my Master Plan but, that was not for this. It was because my previous refrigerator was broken and they put three compressors in and each serviceman said a different thing was wrong with it. So their spokesperson said they were going to give me a new refrigerator to compensate because the policy called for it and when something can't be fixed by them after three tries, then that part of the contract comes into play. Fine with me. Actually, I didn't even know about that, and it was 4 times they tried to fix, not three, and an honest spokesperson decided to tell me I had that coverage, or I would not have known.

So this is where I stand. They have called me a liar on this and they wanted me to save my food until it defrosted and then confirm to them in person it was rotten. Sounds good, huh? It is that second refrigerator that failed and had the temps go awry. Imagine had I been out? I don't even want to think about it. To say they offered me a six month extension instead and I accepted is not true. They had already given me a year's extension because the new fridge had a warranty and my coverage was overlapping. Now, they are trying to say that coverage was done now. Yes, it was done now, because I asked what happened to my promise so they are now using it to say this was done not for that promise, but, because of this situation. They also promised the same on my dishwasher since that went also and had a new one which had double coverage promised an extension on that, but, this was not mentioned.

I guess they are very duplicitous and try and connect these things even though one had nothing to do with the other and their answer, actually, had nothing to do with reality. Hope you can read. It is 3 a.m. here but they have me so upset, I couldn't sleep because I still think that companies should not lie about customer complaints. What happened to caring about customers?

The representative at the service center called the repair center and was told that a compression check was performed and the motor did not pass the test. Apparently, this is a normal procedure. The problem is, I did not ask for a compression check and I did not receive a call to inform me of the test or failure. The belt, which has nothing to do with the tune-up, was not replaced, having the part on hand. The excuse from the technician was that the company that made that engine went out of business and the slap in the face, I was told to "Buy a new one, here is a twenty-dollar coupon." The only thing I required was a tune-up and replace the belt. The machine was working fine and I never had a problem. The machine has no oil and now it will not start. If they could not complete the maintenance, it was not returned in the same condition as I delivered it.

Needless to say, I am quite frustrated. My problem and dissatisfaction are the coordination, communication and especially the customer care. I understand that we as customers are only a number for your company, but I expected a much higher level of service from your company and I am quite disappointed. I have been a faithful Sears customer for over ten years and because I do not want to spend any more time on this problem, I am cancelling my credit card, association with this institution immediately and as a military veteran, I will inform all my fellow veterans, friends, coworkers and family about this experience.

When I found out how much she paid, I was floored! So I had my brother call Sears for an estimate for the exact same unit and air handler. A manager, name unknown, and a trainee quoted him $7,000 installed and a cost that should not exceed $9,000. My brother asked the manager why there was such a big difference for the exact unit our mom purchased. He never answered. Unfortunately, his quote was a verbal one. Of course, he also said Phil **, the owner of the home, signed a paper to approve having the AC put in. Papers were sent to Texas where Phil lives, but he never sent them back because he did not want the AC unit.

Today, I gathered my mother's paperwork from Sears and could not find an estimate sheet or any paper with a monetary amount for the unit. She did not lose it because she keeps everything. She has every receipt for every payment she has made for the air conditioner. My brother and I called Damian **, the district Tampa manager, and we talked for half an hour. We asked for a breakdown of the cost, but he could not help us. He said it was a package cost. He could not provide the cost of labor or the unit cost. I asked him how much more would it have cost if she needed duct work, another breaker, electrical wiring, etc. He said then it is a line item they add into the cost. But you can't quote the labor or the unit?

How is anyone able to compare other companies if they have no idea how much you are paying for the air conditioner? What if the unit cost $4,000 and the labor is $10,000? How can you make a good decision? In essence, Damian ** was of no help. Even when we became disconnected after being on hold for 5 minutes and before we were done talking, I had to call back immediately and leave a voicemail with two numbers so Damian could call us back. Guess what? He never called. Very unprofessional in my opinion. So I am at a crossroad. I now have one of two ways to take care of this discrepancy in price. I can submit this letter to Sears to see what Sears can do. However, after checking the Better Business Bureau, the complaints are overwhelming and a little worrisome. But I think Sears should have the opportunity to rectify this situation.

If Sears is unable to deal with the matter, I feel it is in my mother's best interest to contact 8 On Your Side. I feel Sears had taken advantage of a senior citizen and should be held accountable. I would very much like to hear from someone in upper management about this problem. I know Lou D'Ambrosio or Edward Lampert doesn't have time to converse about trivial matters, but I do think they should be made aware of what is happening right under their noses. I also know this will never be brought to their attention, but I am sure they would never let this happen to their mother. I am enclosing my mother's name and address. My phone number along with my brother's is also included. I look forward to hearing from someone very soon. Thank you.

To top it off, there was a dent on top of the water heater; and when I called in for my receipt, I was told I have the wrong reference number! Bottom line is we are canceling our membership with Sears and will not recommend friends, family, or neighbors to order through Sears. The local company that installed our water heater was great, and I will recommend people to go through them (Washington Water Heater Company). Thanks.

Anyway, the vacuum cleaner we bought started breaking down almost immediately. The washing machine worked well for five years, but we've had a service person in, twice in the past two weeks and needed him to come back to address the same issue he was supposed to have fixed when he came in this morning - an F1 code which. If you ever get this message, means you need to replace the entire computer system in your machine, which we did and which didn't help. So they're sending someone in again to do something else because now it apparently doesn't mean that anymore!

Luckily, we had bought a protection agreement, so we don't have to pay for this whole F1 extravaganza, I don't think so, but trust me, I will never, ever, ever have anything to do with Sears again. And by the way, I tried to post this same message on the Sears complaint message board and it was immediately deleted. Imagine that!

I feel Sears lacks professional ethics and integrity, fails to perform on schedule and on budget and does not respect or value their customers without making the customer feel like the problem. I don't understand how they were able to manipulate my private bank account based on a signed agreement in 2010 that they never completed any of the contract terms satisfactorily. Thank you.

He was angry and he went to his truck and got a small rug. He looked underneath and determined that the bearing seal kit was bad and he would have to order parts. He went on to describe the Kenmore Oasis as the worst washer and they always break. The force in which they spin is too hard on the intricate parts over time, not to mention that it sounds like a helicopter landing in our garage during the spin cycle. I agreed as the internet is peppered with complaints about Kenmore Oasis. Five days later, after hearing nothing, we called All Valley and we were told that Sears should have called us by now.

We called the warranty department and we were told everything from we would be getting a replacement washer to the broken bearing seal kit is due to overloading as described by the tech! They are not going to honor the warranty because he is the expert. Wow! Somebody is lying. We are a family of two and the washer has never been overloaded. I have never loaded near the equivalent of 28 XL tee-shirts into this washer (as touted by one of the selling points of this washer). The tub barely fills halfway with water without clothes in it and does not get clothes clean anyway. The force at which the washer spins is responsible for the damage and that is what he said to me! All Valley Appliances and Sears are a rip off to the consumer! Somebody needs to start a class-action suit against Sears and or Kenmore.

There are thousands of complaints on the internet. I wish I had this same information in 2007 when I bought this piece of junk. After 5 hours on the phone, 10 calls, and numerous disconnects with Sears, we are being offered $200.00 off on a new washer. We consider that an insult. We are ready to walk away from our 40-plus year relationship with Sears and cut up our credit card - no more auto service as well. Somebody needs to do something for us. Is Sears interested in keeping us as a customer? Not as far as we are concerned. I am trying to find out if we can take legal action for this rip off!

Friday 4/27: I called and set up an appointment to have unit serviced - the first available date was Friday, 5/04. I asked for an earlier appointment and was told one was not available. I told the person I understood and appreciated them getting out as soon as possible.

Friday 5/04: A service tech came out and examined the unit. He told me it was the blower unit motor. He would order the part and call me that day to let me know when he would be out to install it. I never received that call. I waited until Monday to call Sears.

Monday 5/07: I called Sears to find out the date that unit would be serviced and spoke with Meleeka. She said that I would be called about the appointment when the part came in. On this day, I had to start boarding my five dogs as temperatures in my home were reaching 100 degrees. This cost is normally $15 per dog, per day.

Tuesday 5/08: Since I had not received a call about the appointment, I called Sears again. I was told the motor would be in on Friday, 5/11, and would be installed that day.

Friday 5/11: Sharon (my wife) received an automated call from Sears stating that we needed to call and reschedule our appointment. I called Sears and was told that part had not come in and that I should call on Monday, 5/14, to schedule the appointment if the part had arrived.

Monday 5/14: I called Sears to inquire about repair appointment and was told that the part was supposed to be "gotten locally." I was placed on hold, got a message "Route Not Found," and was disconnected. I called back and was told by Tech Specialist Andy that I would be called and notified about the appointment.

Wednesday 5/16: Since I had not received an appointment call, I called Sears again. I spoke with Ruby and she told me my appointment date was now set for 5/21. I explained to her how long I had been without A/C and she suggested I speak with the reimbursement department. She gave me the number (1-800-927-7836) and transferred me. I spoke with Ed, who told me I could rent a wall unit and that Sears would reimburse me up to $250. I told him I could not afford to spend that money out of pocket. He gave me the case number for reimbursement ** in case I changed my mind about the rental.

Friday 5/18: I called to find out whether there were any earlier appointments since this situation was costing me money and time. I was told there were not any openings earlier and tech would be out on 5/21 between 9am and 5pm.

Monday 5/21: I called Sears to see if I could find out when the tech would be at my home since I had errands that I needed to run. Teneesha said she would put a call out to the tech who would call and give me a better idea of when he would be out. The tech finally called at 1:30pm and said he would be there at 2. He arrived at 2 and in 30 minutes had the new motor installed. He said he had to wait while it "warmed up."

He came inside and said that the unit was still not working correctly and checked my inside thermostat. He said he needed to check a few more things outside. I told him to keep me posted so I would know what was going on. Sometime between 3:45 and 4:00, he left without telling me anything, so I called Sears at 4:05. I was told the tech had to get a control board for my unit and would be out in the morning to install it. I asked the service tech I was speaking with to call me at 8am so I could arrange to be home for the servicing.

Tuesday 5/22: Sharon received an automated phone call stating we need to call to reschedule our appointment. I called and found out our appointment was moved to 5/25. I asked why our appointment was changed and was told the part had to be "ordered locally." At this point, I spoke with several people in succession, each one need me to restate my name, number and address.

I spoke with Michael, Dee and finally a lady named Lori who was a supervisor. I was given the number ** and told this was a direct line so I could speak with someone who knew about my case and could more readily assist me. I had to run several errands and could not call back on this day. Sharon and I went and got a window unit on our Sears charge card and brought our dogs home on this day. The 5/07-5/22 charge would have been $1,050. Sharon's boss gave her a 50% discount since she worked there and is allowing her to pay it off in installments each week ($525 out of pocket).

Wednesday 5/23: I called and spoke with Maxine. She said they were still waiting on the part. I asked to be transferred to her supervisor and was transferred to Deborah. She told me she understood my anger, but according to her records, my new appointment date was set for 6/02. She said she would email my complaints to Jerry **, Lorenzo **, and another person (did not catch the name).

She also stated she would escalate my complaint and was going to put me in touch with the complaints department. Before transferring me, she told me she would call me in the morning with any information she got from her email and gave me the number ** to get directly in touch with her. I was transferred to Ray **, who also took all my information down and gave his extension 50052. He said that he, too, would send an email to Mr. ** and Mr. **'s supervisor and his supervisor above him. He told me he was leaving the office soon and would call if he heard anything before he went home - if not, he would call me at 8am to give me any information he had gathered.

Thursday 5/24: I called Sears at 8:30 since I had not heard from anyone, and was transferred to Ray again. He told me that it appeared that the reason my appointment had been changed was because it was for a furnace and had been relegated to lower priority. Ray suggested that I contact Blue Ribbon Escalation department at 1-888-266-4043. He also said it appeared I had a viable complaint and should also contact National Complaints and Compliments line at 1-800-549-4505.

At the former number, I spoke with Frank. After explaining what I was dealing with, he told me I was speaking with the wrong department and said that I should call the latter number. He then transferred me to Janelle. I explained my situation to her and asked how it was fair to reschedule my appointment after speaking with me. I explained I had to switch shifts with someone where I worked, taking a shorter shift so I could be home for the repair. I told her I would not be available on 5/26 because I had gotten my days switched to be available for the 5/25 set date.

She placed me on hold and returned stating that the tech would be out on 5/25 and previously promised. Ray called me later in the afternoon to find out how things were going before he went home for the day. I told him what was on the table for the following day, he said I should still voice my complaint, he gave me the email address ** and said he had someone I should speak to. He transferred me to Mike. I gave Mike all of my information and he said I should definitely send a complaint in. He also said that he would be filing a complaint for me and gave me **. He told me that things like these should not happen when dealing with Sears and my information would help ensure the next person gets a better service.

Friday 5/25: I called Sears to make sure I was getting service today. I was told the tech was scheduled to be out, but that it would be later in the afternoon. The tech showed up at 3:30pm and proceeded to work on my unit until 7:00pm. He informed me that it was a freon exchange valve that was malfunctioning and that he had spoken with his supervisor and they would be out first thing on Tuesday, 5/29.

Tuesday 5/29: I called Sears to find out when they would be out. I spoke with Abbey who told me that my date was set for 5/30. I asked to speak with Ray ** and was placed on hold. I lady named Ester answered. I gave her my information and she placed me on hold. The call placed me in a loop that I was not able to exit from. I called ** and got a busy signal. I called ** and spoke with Monica. She took all of my information and suggested I speak with someone locally and gave me the number **.

Then, she transferred me. I spoke with Wayne and explained my situation. He said the tech could not have given me a time that repair people would be out, since that was issued by their dispatch. I told him my file was extensive and became very irate. He took my number and said he would speak with Mr. ** and call me back. At 9:03am, he returned my call and said that a tech would be out in the next hour. If they did not have the part on their truck, they would order it from my house before they left. I inquired as to why this was taking so long and whether they should just replace the unit, since it is apparently beyond their skill to repair in a reasonable time. He said that he was not authorized to replace units. He gave me the number to his office **.

It's now been almost 2 hours since I heard from anyone. My living room is sitting at 86 degrees and climbing. I have to say without exception that everyone I have spoken to has been very nice, even though they were ineffective. So far, my repair that is covered by warranty has cost me over a month of use on my own living room, $525 in cash, 14 days without my animals, $225 charge on my Sears card (to be reimbursed), and having to change my my wife's work schedules countless times. I have to tell you, I have no faith in Sears for any large purchases in the future. I would never recommend you for appliances; I would speak publicly against your service ethic. At this time, I would not consider buying even the cheapest items in your store because of how I was and am continuing to be treated.

I would like answers as to why this is happening. Who is responsible and what is going to be done to make it right?

I went back to the Sears store the next day and was told, "We don't do anything with returns after 9 days. If you have the manual, you can call the 800 number on there and maybe they can do something for you." And somehow, they could not find a copy of my receipt in their computer system for the table or anything else that I have bought there. I cannot locate that receipt, but the one that I have for the dishwasher (with delivery) might get their computer system off the fritz. Today, I did call the number on the manual (how do I have the manual, but not the receipt?), Numark Industries 800-457-4652. I was told that glass breakage isn't covered under any circumstance. When I pressed the issue, they hung up on me. It seems that they've all got their money and they don't want to do anything.

I called Marion the manager and she said they are trained not to take no for an answer from the customer the first time, but she should have stopped after that. She also said there is no free delivery and she saw the ad online, but they must have meant for small appliances. I told her it does not say that. All I wanted was the refrigerator with the price posted on it and free delivery like the online ad says. Plain and simple. And when I tell an associate I do not want an extended warranty or service contract, that needs to be the end of it. I have shopped at Sears for many years; however, this is no way to treat a customer and it will be a long time before I return. I am not looking for a handout or something for free - that is not what this is about. I really feel this is a deceptive and dishonest practice. Instead of selling something, you are alienating good customers.

I tried to contact both Seiko and Sears, but they won't answer me except to rudely tell me that they have a different email address now. When I tried this new address, I was informed that the URL is down or some such excuse every time. I just wanted some help to fix this one or get a new TV. There is no doubt in my mind that the salesman knew all of this when he sold me the set. I was stupid. I should have wondered why they did not have one of these set up in the store. He told me they had no complaints on this TV. That would have been impossible. I just want to warn people to never buy Seiko and not to trust Sears. Neither of them will answer me when I tried to talk to their customer care people (what a joke).

The supervisor (I believe he said his name was Phillipe) told me the same story and I told him I could not believe that a company as big as Sears do not have an emergency tech of some kind. He then suggested that I take my parents to my home until the unit was fixed. At this point, I was livid and was getting a little rude myself. I asked him several times for his supervisor's name and he hung up on me. As a side note, my parents purchased this air conditioner in 1977 and have paid for the main agreement ever since.

We will never shop from this company again! I can see why everyone complains about these incompetent company who can't get their crap together! This is not how you do business. I will tell my friends, family, coworkers to never shop from Sears! Horrible experience. I now don't have a patio set and I have to cancel my BBQ party for memorial weekend! I am very upset!

She was so concerned over trying to get me to buy a "maintenance" package for my appliances at a ridiculous price, that I suspect she wasn't even focusing on what I was telling her. She kept repeating, "Okay, I have you down for a service call for your hot water tank and a maintenance contract for $239.99 (not sure now of exact amount, but it was outrageous to say the least), and a maintenance agreement for your washer for $239.99!" For that price, I could buy new appliances!

I firmly said "No! I do not want a maintenance agreement. I only want a technician to come & tell me what is wrong with my appliances and how much it will cost to repair, that is it! Do you understand me?" She said, "Yes, I have you scheduled for 5/21/12 between 1-3 pm," and she hung up! On 5/21/12 at 1 pm, the technician showed up and said he was there to repair the hot water heater. I said, "and the washer too". He said, "sorry I don't repair those!" I told him 3x I told the phone rep, I wanted 1 service call for both, etc.

Needless to say, I was told someone else was "on their way". Well, no one showed up. I got an automated phone call later that evening telling me to call and reschedule my appointment. I called the following day and asked to speak to a manager or supervisor, but was told by the phone rep, "he" could try to solve my problem. Once again, his English was very poor to say the least!

I explained everything to him and he said, "please hold, I will talk to someone who can help this problem." He put me on hold for over 5 min. and then came back on and said, "okay, we will schedule your service appointment now." I said, "I sure hope there won't be a service fee for this." He said, "please hold, I will check." Again, I held for over 5 min. only to be told yes, a fee would apply. I then said, "Well I guess I need to talk to your manager or supervisor then." He once again put me on hold. I held for over 20 min. and then was disconnected!

This has been the second time in less than 3 months that we have had a very bad experience with Sears, and after being loyal customers for over 25 years, I am sorry to say that we will no longer be buying anything from Sears unless they improve their customer service and hire some people that are well trained or get some supervisors or managers that are there to help the customers!

After another 25 minutes, I was told only collections set up monthly debits and they'd send check, 7-10 days lapse. I told her previous rep said credit was to be credited to our checking and we were not in collections. She confirmed she knew we weren't in collections. Hmmm, supervisor said this couldn't be done without giving our checking account route/account numbers and that she couldn't tell what the previous rep had done because there were no notes. I told her I thought previous rep needed more training, she said she agreed with me on that and something along, "You don't have to tell me that." Really? This is why we don't deal with Sears. Even when we had an account over 30 years ago, I closed it because the billing was constantly wrong. In-store service was horrible (if you could find anyone - still the same today), and nothing is built to last more than two years from there. This is not the Sears I grew up with.

How acceptable is that? I've already been billed for the merchandise and have informed Sears that I'll have to cancel the order if I do not receive a reply by 5/18/12. In the overall picture of life, it is not the biggest issue one can have; however, this is the second time this has occurred to me with the Sears online ordering process. Is there no pride anymore in Sears customer service nor commitment to its customers? Unfortunately the cyber world of online ordering and emails has removed the human aspect of commerce. I have few complaints with the ease of online ordering in general but when one gets caught in the electronic loop, it is as if one is just talking to themselves. Hopefully, this will resolve itself. Well, it will one way or the other, but life is too short to be caught up in such unnecessary hassles.