Sears Reviews

On April 6, 2012, the last part was ordered. The machine was still not working and a repairman put in a call for a new washer. On April 7, 2012, I noticed the repairman had unknowingly unplugged our deep freezer. All contents in the freezer had to be thrown away. I contacted Sedgwick and have a claim set up regarding the deep freezer, however, I have not received one phone call regarding this claim. The adjuster is Justin **. I have contacted Sedgwick and had Sears contact Sedgwick and still have not received a response. Photos of the damaged food were emailed to Justin on 4/12/2012 and a complete list of food. I have never received a response, email or phone.

I was told, when Sears contacted them, that it was their policy to return all calls by the end of business. I have not once received a call regarding this claim. I have only received a letter that is generated automatically once a claim is entered into the system. I have called on numerous occasions and left countless voicemails, but still no response. I have received second hand information from a woman by the name of Kim, a Sears representative. Victoria called and spoke with her on 5/1/2012 however, still no response. Kim said they have 60 days to resolve this claim.

In the meantime, I am without a washer and a freezer full of food for my family. The washer is ordered and shall be delivered on May 22, 2012. For some reason, every washer I selected had a month and half wait time. I have no idea why. Please help resolve the deep freezer issue. I am appalled by the lack of service and attention I am receiving in this matter. Resolution to this matter is appreciated.

I have a receipt of purchase and a confirmation with a ship date. What gives Sears the right to charge your credit card, making the product mine, then retracting the order once a discrepancy is found? Once my credit card is charged, isn't that the consumer's right to the goods? It's no different than the bank or Paypal depositing money into your account. Once the transaction is made, isn't it binding? They shouldn't be able to take it back. Sears needs to pay for its mistake! I attempted to reorder today and the product is in stock to expect delivery 05/30/2012 with a new price of $1150 plus shipping. I have documentation of all orders, confirmations, conversations and emails. I would like to see Sears honor its mistake on the price and availability.

I checked with my bank on Friday, 5/11/12. The double charge was still showing on my account. I called Sears Customer Service again on Saturday morning and was on hold for over 5 minutes. A service representative came on the line named Martine. I explained my situation to her and she hung up/disconnected. I called back Saturday afternoon and spoke to a service representative named Travis. He explained that the billing department was closed and I would have to call again on Monday. I asked to speak to a supervisor.

Travis transferred my call to a Customer Solutions representative, Martine. She was very rude and very unhelpful. She advised me that I would need to wait an additional 48 hours before hearing from someone about this charge. She gave me a reference number ** and an 800 phone number to call back in 48 hours. I advised her that Mariah had told me that she had put in an inquiry on this on Wednesday and that I had already waited more than 48 hours. Martine very rudely stated that no inquiry had been put in on this case. When I again asked to speak to a supervisor, she advised me that there was no one available and that I would have to write a letter if I had a problem.

I find this very unacceptable since it was your technician who made the error. Now, my bank is holding the amount of $278.37 and no one in your Customer Solutions Department seems able to do anything about it but tell me to wait for 48 hours. I would like this situation rectified and I expect to be contacted as soon as possible. My contact phone # is **. I would appreciate an immediate response to this situation.

I went to the store today and they charged me $65.00 to pick up the recliner that they delivered incorrectly. Mr **, the so-called floor manager told me that he could do nothing because it was store policy even though he acknowledged Sears had made a mistake delivering the wrong merchandise. I told him that if he as the manager did not have any discretionary decision making authority, then it is the same as being a manager at Burger King that end up flipping burgers.

Until today, I had always regarded Sears as a very customer-oriented corporation but I have to tell you I am very, very dissatisfied with the customer service received during this incident. I have been a Sears’ customer for almost 40 years but at this time, I don't know if I should continue as your customer. I truly believe that I'm being charged unjustly and unfairly. Should you need to talk to me, I can be reached at my cell phone ** on a 24/7 basis. I am looking forward to your response to this matter. Thank you.

Well, Edward (employee #**) told me there was nothing else he could do. I requested to speak to a supervisor, he put me on hold multiple times and after 45 minutes, promised he would have someone call me back within the hour. Two hours later, I called back and spoke to Elphia (employee #**) and she was beyond rude also. I finally said, "If you cannot deliver by tomorrow, can I pick it up?" She replied yes, but would not take the delivery charge (which never occurred!) off my bill. She offered a "gift certificate" that would not even cover the delivery charge.

To be honest, I am so done with Sears! We have been great customers there for many, many years and have had issues with other items before. We really liked the canopy, but it is just not worth the headaches! Fool me once, shame on you. Fool me twice, shame on me. Well this is probably the 4th time that we have been extremely dissatisfied, so it is time to cut our ties. What it boils down to is mistakes happen, we realize that, but when the customer service is beyond atrocious, that can no longer be tolerated. We will spend our approximately $5,000-$10,000 per year at a company that respects their customers and their hard-earned money.

It is a shame that a senior citizen on a fixed income has to pay that much money. My mom has been buying from Sears since I was a little girl. She swore by your products. Everything in her house is Sears - dishwasher, stove, microwave, washer, dryer, and now a broken furnace. My house is Sears also but never again. I will buy from someone else. Customer service is sending her a $65 check to the tech coming the first time. She has no problem paying the $69 but a $700 bill and she paid the furnace off in one year with no interest. I will never let her come to the store, not even to shop for clothes. This is not right at all, to do a customer this way. Just not right at all! Just upset with Sears right now.

Not only will I not use those coupons, but my mission at this point is to tell anyone that will listen to my Sears experience. I have very loyal friends and fortunately, my job offers me the opportunity to travel up and down the east coast several times a year. I will also be sure to let them know that Maytag products are a disgrace. There is no way that a product should fail so miserably after one year.

That was a month ago, and I still have not received my order or a refund. Also, they can’t do anything because their online orders are through a third party and they have no control over them. Let’s see Sears charged my card. It was ordered through the Sears website and I received confirmation numbers from Sears and they have no control! What a joke. I have spoken with several of their customer service reps and supervisors and all I ever got was apologies and we can’t do anything about it.

Of course, the local store couldn't do anything. I even offered to cart the barbecue grill to them so they could "verify" the holes in the burners. I was told "it would have been covered had you bought the extended warranty!" Extended warranty? Should I have extended the warranty beyond lifetime? Such a crock. I tried taking all of this on last summer and being stubborn, I will just not buy new burners from Sears. So now, I'm going to have to cart a $700 barbecue grill with a lifetime warranty on the burners to the dump because Sears won't honor the warranty.

The credit was supposed to be reflected on my statement. I received the statement a few days ago and of course, there were no credits. Additionally, I called the store the day of purchase about four in the afternoon to see where my delivery was. The response was very short and rude: "I told you it would be delivered today, so be patient." That was spoken to me in a rude manner and I was very upset with the service and misrepresentations. My account number is **. Again, I have complained to you before and you never even had the courtesy of a reply. This item was purchased at the Lake Geneva, WI 53147 store.

End of June 2011, the trash drawer weighing over 30lbs broke on my foot, which was put in by Sears. I made thirteen calls to Sears, nobody wanted to know me. The only response I got was that the warranty was for two years - it was the first time I was hearing that. Overpriced, rotten job and hopeless customer service. Finally, I wrote to Sears in Florida. Someone came to fix the drawer after six weeks, now it does not close or open all the way. I have had medical bills and need more therapy but Sears has not reimbursed my out of pocket expenses. I would like to know who should I serve for small claims court. Hope to hear from Sears soon.

The manager came out and agreed that the second carpet was not Sears, so they came out a 3rd time to replace carpet. I had to sign off on the new carpet before they installed. Now, in 2009 there was a seam in the carpet that needed to be re-glued. Sears said that they would pay for the cost of repair, but I would have to sign with witnesses to cancel my "lifetime" warranty. I did not fix the 6-inch unglued section yet. The premium pad that was to last 20 or more years is hard as a brick and completely disintegrated. When I called and asked about the premium padding, the service person said they no longer had information about the specifics on the premium padding sold back then. I think to compensate for their cost for the dining room floor, they switched the premium padding with the lowest grade padding. The parts of my house that have 18-year-old carpet have more padding than my 12-year carpet. I never shop at Sears now.

When the appliances were delivered, the stove was the wrong one. The delivery person was awesome, made a phone call, told my husband to call the salesperson and he would arrange for the exchange. The salesperson gave my husband the runaround for a few days then said everything was okay but we had to pay the difference in price as we wanted stainless steel. My husband said that wasn't right as it was not our mistake but the salesperson's. The salesperson said, "Let me talk to my manager." We didn't hear back so I emailed customer solutions and they were of no help. My husband was transferred to at least eight different people and when my husband said he should just return everything, the reply was, "Whatever. Do what you have to do." Really? No one was helpful at all. My husband was told our new stove would be delivered on 4/24, but now it is going to be on 4/26 and we had to pay an additional $100. We are extremely dissatisfied and I would like something to be done. Thank you.

At that point, I was told by customer service that the delivery truck broke down and I would need to reschedule. Now, within 4.5 hours, I never received a follow-up call, courtesy call, nothing. I explained to all reps I spoke with that this was very inconsiderate and inconvenient for me; not only had I took off work but had also scheduled to have someone at my house to help with set-up. I rescheduled yet again for April 21. At 9pm that same day, I received a call from the delivery department for Sears and was told the delivery team worked over their hours and this is why I never received my item.

Now, how is it I received two different explanations on why my dryer was never delivered? Do they not communicate with one another? On April 21 when the delivery team arrived, I was told they would not set-up; although, when I spoke with the delivery department, I explained to them as compensation I would require my dryer to be set-up because on April 18, I had someone there to set-up. I was told they would revise the order to have set-up. Not only was their customer service department rude, I couldn't tell you how many times they said "anyway" while I was speaking. They also wanted to charge me a hose to connect the dryer which was to be included in the set-up.

I am not sure if they received customer service training, but something needs to be done. Every person I have spoken to about Sears has said years ago they were the store to purchase appliances, etc, but today, they visit other larger stores to purchase their appliances. It's no wonder they are losing money and are on the verge of shutting down. I have decided I will not be purchasing any appliances again from Sears. Their customer service department is horrible and refuses to work with the customer or even their delivery teams. There are other larger stores to purchase from, which I'm sure will be willing to work with their customers to ensure their repeat purchases.

I had originally had a 4th appointment in 3 weeks scheduled for April 19, 2012 they came out and said they could not work on my washer because it was in our laundry room and they need a 12-inch radius to work on it in. I was never told that by the other 6 technicians and then they decided to leave before I could get our handyman to stop what he was fixing to come pull it out. I then called customer service and they said that because the technician left, they cannot return and I have to reschedule an appointment for the next day. I still have no washer and have not had one for almost 4 weeks now and have no faith that they will actually fix it this time!

When the technician arrived and began to install and tested the stove, it did not work. He called technical service for help. He was instructed to order a new part. The part arrived at my house and the new technician arrived on April 12, 2012. The technician installed the part and the stove worked worse than before. The timer for the top of the stove constantly clicks to the error code. He called technical service for help. They recommend something to repair the stove. It was no longer in stock. They had to put it into research to find a manufacturer that made the part. After being routed to different numbers throughout the Sears system, I finally reached sears customer solutions. One person told "for my inconvenience" they will send me a $50 gift certificate and another told me they could give a $75 certificate. I was told by research that has no way of knowing when they will find a part. Meanwhile, I have been without an oven since February 11, 2012.

I have been used 27 hours of my time from my business and have at least 9 more hours of the 8AM to 5 PM wait with the call. The technicians are supposed to give me 30 minutes before the time they expect to arrive. If I ran my business this way, I would have a business. I was told they would send me an email about the renting of a stove until my stove is fixed. I have attached what it states. I would like my stove repaired without spending a lot more of my time from my business. Thank you.

P.S. I believe the longest item on my credit report is Sears. I was in the military for over 20 years from New Hampshire to Germany, to Alabama. This has to be the worst experience I have had with any major corporation.

On 4/12/12, I called the 800 number for delivery and learned that I will have to wait until 6 PM to know my 2-hour delivery window. They scheduled my delivery for 4/13/12, from 4:15 PM to 5:15 PM. I was okay with that; except, I got a call on Friday morning. There was this Sears caller telling me that this call will be recorded. Okay, "what is the issue", I asked. "The delivery cannot be made on Friday evening; please go to the store." This was at 7:30 AM, just as I was leaving for work. I called the store at around 10 AM and learned that the delivery on this merchandise did not get in to the system. Anyway, I went to the store and learned that the merchandise was delivered to the store and not to the warehouse; so the delivery guys could not put it on the truck in the morning. The manager was making a special request to the warehouse guys to come and pick up the merchandise on Friday afternoon, so that it will be on the truck Saturday morning. I told the store manager that I had rescheduled my Thursday and Friday awaiting the delivery, should he give me a window of delivery. No, but he would request that the delivery be after 12 noon, to meet my schedule.

Friday evening, I get the robocall that the delivery will be between 3:30 PM and 5:30 PM. Saturday morning, I get this call from the delivery driver; that his ticket has him getting to my place at 4:55 PM; his ticket did not have assembly, no haul away. He had a total of 17 minutes to complete the delivery. On top of it, the merchandise was still at the local store. So he has to go and pick it up, in-between two other deliveries, from one end of town to the other and then come back half way to my house. No way will he be able to be at my home at 3:30 PM. It would take him at least 2 hours to set it all up. I told the caller that I am going by the store again and see if they can sort it out.

I went to the store, and the manager came out again, and told me that the merchandise was not in the bin, so the delivery guys must have picked it up. After a few e mails, he came to assure me that the merchandise will be delivered and set up on Saturday itself. Saturday 5:15 PM, the delivery central informed me that the driver was at delivery #11 and he should be at my place in about 30 minutes. I told the delivery central that my wait time was till 5:30 PM, at which time, all work has to have been completed and that I was not going to wait any longer. The next available delivery will be Monday and that I would get a call - No, I told the delivery central, no more waiting game. I will wait to see if they fulfill their obligation on Monday, at a time suitable for me. or all that is worth, if the merchandise was indeed delivered to the store, it would be 2 miles from my home!

The Sears of the past would have offered to bring it home and set it up. Not the new Sears. And Sears wonders why they are struggling! When a company loses its customers by lousy customer service, they have lost the company.

I would like to be reimbursed for the cost of the damage your company had done. I have made several phone calls to resolve this issue and not once has someone called back. I would appreciate a resolution to this issue, thank you.

Now it is April 12, 2012 and the roof fascia gable ends gutters have been installed. We were trying to coordinate the install for the attic insulation. We spoke several times and he was unsure when the company was going to be here. I was very adamant with Mr. ** about coordinate in time so my family would not be exposed to the blowing insulation that would result from the insulation. He told me that they would be here Tuesday at 9:30, April 10, 2012. No call, no show. I got a hold of Mr. ** later that afternoon and he told me that they would be here Wednesday morning. I made sure that I would be the only one home for the installation. Once again, no call no show, then around 1:30 PM, the installation crew showed up. I asked them what they were about to do and they said were just been a blow insulation in our attic. I informed them that my family was home and that they could not perceive and also questioned about the installation dams that were posted to be installed as agreed upon the contract. They had no idea or work order for what I was asking. They were not informed that they should call me before arriving.

I proceeded to call Mr. ** that morning and his secretary was out to lunch, this was around 10 AM. I called again around 1:30 PM. His secretary informed me he was out to lunch. When the installation installers came, I called his office again and was by the secretary what my situation was. She said he would be getting back to me shortly. His number two guy called me back and told me he was not in today. So I had no choice but to send the installation crew back. I have contacted his office once again on Thursday, April 12, 2011. No answer and still no callback. We are extremely unsatisfied and angry with the lack of communication that we were promised and also, some of the mishaps that happened during the other installations; broken skylight, they should not install fascia before gutters, skylight dome on roof installed backwards, etc. I would appreciate a product service district manager to contact us and discuss options of how we perceive with our Sears Home Improvement purchase or cancel the remaining orders for artistic satisfaction with Sears’ service.

On January 15, 2012, I went to Sears to purchase a digital camera, Nikon 3100d, at the sale price of $599. I had done the research so really didn't need any assistance to determine which camera was best for me. The salesperson I dealt with was very professional and after consulting his iPad told me that there was one in stock so I purchased the camera along with a protection plan using my Sears charge card. At this time, I was also given a Sears Award Card with the face value of $10. I was then instructed to take my paperwork to another area of the store to pick up the merchandise. When I got to the receiving department, I waited for about 20 minutes only to find out that Sears did not have the camera in stock and that it would need to be ordered and it would take two to three days to arrive. I opted for a refund instead since I needed the camera that same day in which Sears said no problem. This whole process took about one hour.

A few weeks later, I received my charge card bill from Sears. In addition to a $9.50 charge for a memory card I purchased in the same transaction. I decided to keep an additional charge of $10 for the award card. So when it came time to pay my bill, I included with the slip a personal check for $9.50 + the gift card. It should have arrived before the stated due date. A few weeks later, I received a letter from the processing department stating that an award card is not an acceptable form of payment and that I needed to pay the remainder of the bill in another way. I immediately sent a check for $10 but I wondered why the award card had not been returned to me with that mailing. At least that's what I thought should have been done. It was just a thought, I wasn't overly worried about it since we're talking a very small amount.

Then, another bill came from Sears, this time with a $2 fee (late payment fee, I presume) because the $10 check had arrived 1 day past the due date on my account. I immediately sent a $2 check to clear my account with a letter explaining the above and I asked the question, "If the award card was not good for paying a bill, then why did you not return it to me?" Again not a big deal, but it seems that would have been the courteous thing to do. To that question, I then received a response by letter stating that I needed to call an 800 # so customer service could ask a few questions to hopefully fulfill my request. The letter included a customer ID #. This is where the paper chase began, when I called the number. I spoke to one department. I had to explain the whole story again. When I asked if the case # would be helpful, the person on the phone didn't seem to know what I was talking about, but he felt that I should have this same conversation with the Sears Award Card department and he kindly transferred me to that department.

Now I have to say, the woman I spoke to next was one of the most professional people I've ever spoken with on the phone. She patiently listened as I explained the situation, but then confessed that she couldn't help me as this was not the department I should be speaking with. She kindly offered me the phone # I needed to call. Guess what? Same number I called before. So I started the process all over again. Please remember, I made this call at Sear's request. I was under the assumption that they were willing to at least give me a try! So when I called back, went through the same wait time, and now retold the story for the third time, I was told that there was nothing that could be done unfortunately. Again, about an hour was spent on the phone with nothing accomplished.

Mr. **, please know that the dollar amount is not the issue. And please know that I do not expect you to do anything at this point to remedy the situation. But please understand why I will no longer consider Sears as a place where I can shop with confidence. I'm just thankful that as of today I have a zero balance with Sears and that is my intention for the rest of my life. Because of this runaround, I will not return to Sears. By the way, on January 15, after being informed that the camera was not in stock, I drove a few miles over to our local Sam's Club and bought the exact same camera for the exact same price with an extended protection plan that cost less and offered more than Sears plan. That whole process took me about 10 minutes!

They made me feel like I did something wrong. I think you should rethink your returns. I will be going back up there today with my mother-in-law’s credit card. But now, I'm very upset for having to make two trips for no reason. Gas isn’t cheap and I live out of town. Please, looking into changing this as well as teaching your customer service people not to treat people bad! After today, I will not want to go back. Thank you for your time.

I went back last week to the same store. There’s a different person and I gave him all my information and even brought the piece in that I needed just like last time. I get it in my mailbox, my mailbox a plastic guard! The piece I need wouldn't even fit in a mailbox. It's about 2 feet tall. I got the run around from your sales people as to why I can't seem to get the right part and I left so mad that I didn't even get my refund for this last piece I ordered.

I cannot believe you guys don't have someone that can order me the right part. In the meantime, my grass is growing taller and I can't cut it. So who is going to pay if I cannot get this part in the next day or two so? My neighbors don't think they live next to someone that doesn't take care of their property and I end up having to call a landscaper to cut my lawn. Why is it I did all my homework and even planned ahead so I could have this part by now and I cannot get one simple answer or one person to care? All I get is the run around and your national number. Forget it. I’m sorry to say they are just as useless. It's no wonder your stores are closing up.

Sears used to have a good reputation in my book, but after dealing with what I have I can see why your stores are closing. I just want my lower chute piece so I can cut my lawn. Evidently, it's become a nightmare to say the least. So who do I need to talk to about getting the right part shipped to me (free of charge) within the next day or two? Who do I talk to about where to send the bill once I call a landscaper to cut my lawn because no one in your stores or national calling center can get me the right part? My cell phone is the best number to call me on which I gave above. I would love a response and a solution to my problem. If you need my home phone number, then it is **. I am not reachable at that number until late at night.

Prior to giving him the numbers, I again asked him if there was a charge for installation and delivery. He again confirmed that there was not a charge for installation and that I could have free delivery or I could have 0% interest. I told him I would choose the free delivery. He then rang up the sale for me. While we were talking and he was inputting everything in the system, my husband asked him if it was free installation. He told him it was. Although I placed the order on the 12th of February, he told me my appliances wouldn't be here until the 19th of March. Although it was over a month away, we agreed to that. Our present appliances were still working, we just wanted new ones. When I signed the sales slip, I again asked him about the free installation and he again told me it was free, so we were told three times it was free installation.

The first problem was two weeks later I received a Sears credit card bill for my purchase. The due date was March 18th. That would be one day prior to even getting the appliances. I called the billing department and they assured me that they couldn't change that, it was due then. Therefore, with much trepidation, I paid the full amount of $4,379.61 rather than getting charged interest if I waited until after the delivery. When the delivery people came, they set up my refrigerator, connected it and made sure it ran good. Then they set up the gas range and installed it with the new connectors I had purchased. Then they brought in the dishwasher and set it in the floor in the box. They informed me that they aren't the ones who would hook up the dishwasher. That was another person who specializes in dishwasher installation.

So the next day, when I hadn't received a call for installing it, I called and was informed that there was a $139 charge to install it. When I told them it was supposed to be free installation, they connected me with the store. Charley then denied that it was free connection for the dishwasher. After many phone calls to the salesman and the store manager, and the promise that we would be returning it to the store, then they finally agreed to install it for free and a serviceman came and installed it the next day. It took at least five phone calls and lots of threats, however, to get that to happen. We were then told there was a delay on our range hood. It was scheduled to be delivered on March 29th and then installed on March 30th. Since we were going to be out of town on those dates, we changed it to be delivered on April 2nd and installed on April 3rd.

On March 30th, I received a call from Sears stating that my range hood would be delivered on April 2nd and they would call on April 1st with the delivery time window. On April 1st, I received a call stating it would be delivered between 10:00 and 12:00 on April 2nd. At 10:35 on April 2nd, I received a call that said there was a delay on my range hood and it wouldn't be delivered until April 29th. She said that they didn't have any of them in the warehouse. So now I don't have a range hood. In addition to all of that, when the discussion with the store manager was going on, I read my receipt and found out that although I had taken the free delivery rather than the 0% interest, there was a non-refundable delivery free of $69.99 that I had paid. There was supposed to be no delivery free. So here was another lie on their part.

Normally, I do not buy all my appliances at once. This was a big step for me and should have been an enjoyable experience. Instead, it has caused lots of headaches, my husband's high blood pressure and a total distrust of what we were told. And I do not have a range hood.

I then called back and spoke with agent Bonnie who was very professional and got me a supervisor. I spoke with case manager Rolnisha ID# **, who showed no compassion or empathy towards the kisses at hand. I had to give all of my information several times to her as well, which it did not bother her or concern her that I was already irritated from the previous agent to have to endure the same torture again! The sad part is I spelled everything out which let me know no one was listening! Because it took so long to place the order, I asked Rolnisha to repeat my card. Her response was that she couldn't but I have a problem with that.

I do customer service as well to ensure everything is processed correctly, we recap the order. I should not have to ask you to confirm everything to be sure correct especially since I have had to repeat myself to you and you chose not to do on your own. This was my first and last time placing an order with Sears! This order is for my granddaughter. She really wants that dress. I'm recovering from surgery so I am unable to go to the Sears stores to shop. I wish I was able because the customer service I received in the stores is the reason I still shop with Sears. My grandmother has been a long time customer of Sears 50+ years but after she heard about my experience, she too now has a bad taste in her mouth. I look forward to receiving my order by 4/6, which now I'm worried because I don't feel was placed with all the issues.

They order your appliances from the manufacturer when you pay for them. Any delivery date you give them will be changed and they will always tell you the item is in stock because it's never really in stock. The refrigerator was delivered on the 24th and the other three appliances were delivered on the 29th. The microwave is dented, so now we have to wait until April 7th to get a new one. Sears refused to eat the cost of the delivery fees and gave us a one-year warranty on all the appliances, which is junk because the appliances already come with a one-year warranty. They also had the gall to send me the Sears credit card bill a week ago before I had a single appliance.

My garage door would not open even after removing the switch from the electronic garage door opener. My family was going on a trip out of state and we needed our truck out of the garage. I scheduled an appointment to get my garage door fixed. I called the Sears Home Services number (1-800-469-4663) on February 29, 2012. Sears confirmed the appointment on March 2, 2012.

A Sears repair truck with two men in Sears shirts came out to my home on 3/3/2012. They charged me $1392.00 for torsion springs and rollers. They told me that they could also install a new garage opener for $699.00. Please see the Sears invoice and the cost of the parts. I called Sears Repairs last week and they told me the parts would be from $20-$40 for the springs and about $10 for rollers.

I did not get the new motor, but felt I was scammed/ripped off. When I called my PNC Bank, they had already deposited the check and Sears has no record of the service or my $1392.84. I am outraged. I am going to my PNC Bank in Laurel, Maryland today to dispute this claim. I have tried to work this out with the Garage Pros company that deposited my check and with Sears’ customer service. I have spoken to over a dozen persons in two weeks. My next move is to report it to the Better Business Bureau and the media in our area about what has happened to me and others with this company representing themselves as Sears. Garage Pros of DC and MD ripped me off of $1392.84. Their fax number is 703-339-7068. Phone number is 703-339-5888.

The manager came over. I asked if I could at least get a partial refund since I didn't get use of the entire product. He said "no". They were polite, but I don't believe I should paid the entire price of $5.99 plus tax for something that stopped working. I contacted Magic American Products, makers of this product. The woman told me to put the can in hot water. I did and just a very small amount came out and then it stopped. I'm now on the 3rd can and it isn't even 1/2 empty and it's starting to slow down. I paid $19.50, with the tax, for these 3 cans of cleaner and it's like only getting two for that price, not three.

Many years ago, I lost faith in Sears and then a few years ago, I started going back because of a referral by one on my friends. I joined the Shop Your Way Rewards program and even had both cars serviced at Sears. I was happy with the service and your products, but again, I have lost faith in Sears. I know it isn't much money, but I think I should have gotten a refund for 1/3 of the can since this is now the 3rd can that I don't think will work until it is empty.

They said he was already out of the area and I would have to reschedule. Really? Ten minutes and he is out of the area. How fast does he drive? So I was put on hold and was never returned to (shocker). I guess I should have read the warranty fine print where it said, "We will fix your problem if it is convenient for our sorry ** third party service company." I've bought a lot of stuff from Sears in the past but if they won't take care of their customers after the sale, I can go elsewhere!

I removed and disassembled my current craftsman door opener. Now, I unpacked the new Sears Craftsman Assurelink opener and read the install instructions along with the warning literature. At which time, I began to install the new hardware. Once the drive motor, chain assembly and opener button was installed. The direction indicated to not test until the safety sensors were installed. I then installed the safety sensors then tested the system as instructed.

The next step as indicated was to hook up the Craftsman Assurelink remote access hardware to my existing network and after syncing the Craftsman Assurelink device with my network successfully. The instructions indicate to sign onto the Craftsman Assurelink website and create an account. Once my account is created, I am now informed the remote access feature is for a 1 year trial and any subsequent usage thereafter will incur an annual fee. There was no indication on the television advertisement or the website, let alone any literature accompanying the product.

Now I’m contacting Craftsman Assurelink technical support phone number provided in the pamphlet (800-528-5236). After speaking with the first support representative, which did not have any clue of the annual fee, he took my information down and said someone will call me back. After not hearing from anyone for quite some time, I called and spoke to another representative informed me there is a annual fee but was not sure why it was not explained. So he forwarded me to his supervisor which informed me I would need to contact Sears direct about that. Dametris provided me with the Sears national customer support number (800-549-4505) for any discrepancy.

So now I contact the national customer support line and explain my situation. I purchased a product for a specific feature as advertised. After several hours of prepping and installing the new Sears craftsman Assurelink garage door opener, I am now told it has an annual fee. I explained there was nothing indicated this and if there were, I would have never made the purchase. If there was any literature in the package I would have returned it. The representative asked what would be my suggestion as a resolution. With the life expectancy for a garage door opener being around 8 to 12 years or more with proper maintenance, I suggested Sears cover 5 years of the annual fee ($19.95 per) and I would incur the remaining. The representative said she would look in to it and have someone contact me back. After not hearing from anyone for weeks, I called back to the national customer support line.

After being bounced around to 4 different departments I finally spoke to a representative, then to the supervisor and now the manager. Christine apologized but said the only thing she could do was to offer me a 10% discount on my purchase price or I could use the 1 year free trial subscription then cancel it. I informed her that would defeat the purpose of why I purchased this particular sear Craftsman Assurelink garage door opener. Then her last suggestion was to return it back to Sears. I explained the amount of time it would now take me to uninstall the new garage door opener and reinstall my old unit. At which point, she said there is nothing else that could be done and closed my case under # **.

I believe the consumer should be made aware of any additional fees prior to purchasing a product and not informed after they are fully committed. The advertising tactics for this Sears Craftsman Assurelink garage door opener feature is very misleading and deceptive to the consumer.

George promised me 10% off and first thing in the morning on Sunday. Sunday morning at 9:30AM, still no technician! I called the office again, spoke to Jose, he tells me that the discount wasn't put into the system, he'll have someone out as soon as possible. Then he told me that they can't get out until 7:00PM, then I agreed, he told me he doesn't want his technician out that late because he's been in the field all day. I mean, really? I've moved my furniture, rolled up area rugs and have everything in my house askew. I am disgusted with Sears and I plan on blasting them on Facebook and Twitter. That was the worst service (or lack thereof) that I have ever experienced.

After about a month of trying to get anyone to take care of it, Sears Delivery (I understand it's a separate company but I may be wrong) finally sent the crew who delivered and installed the machines. This person looked at it, said it's possible he made the damage, and asked me as a favor to arrange someone to fix it and to send them the bill.

Shortly after that, I received a not quite literate letter from his boss (I have the letter and his contact information), saying that for some reasons I could not understand, they feel they are not responsible for the damage. Any further attempt to get any meaningful information from Sears Delivery was unsuccessful.

A few weeks later, or about a month ago, I talked to the manager of the store where we bought the appliances, and she told me she would make sure the issue will be resolved, whatever they need to do internally. However, I still haven't heard anything and as far as I can say, nothing has changed.

We weren't making a return because the bargain was so great that the repairs we had to do were okay. We just wanted the store to let the inspectors know to be more alert. I'm 56 years old and my family and fiends have always dealt with Sears. The respect I had for Sears has changed. I thought Sears took pride in their customer service and products. I will continue to shop at Sears, but not at the West Orange store. This is the first time in my life that I've made a complaint to any establishment. We would have been spending money every month at this store.

On March 6th, I received a call from a representative named India who said I was late and needed to pay $100.55 (payment not due until 3/16). But I mailed the payment in that day on check # **. India also said that my next payment (April 16) would be back to the normal amount of $68.00. On March 8th, I got a call from Sears saying I was 23 days past due and owed $135.50. I called Sears again on 3/8/2012 at 11:35 AM and spoke to Betty. I explained to her all that transpired, but she would not listen and would not take the confirmation number I was given. She said I was late payment and all but called me a liar when I told her that when I spoke to Amanda (who put me on hold), Amanda spoke to someone who authorized that I deduct $35.00 from my payment. Betty said there was no supervisor on duty and never was at this called location.

I have been a Sears customer for over 40 years and have never been treated like this both concerning my account and by your customer representative. Can somebody please clear this mess up? I am tired of the calls which seems like nobody knows what is policy and keeps changing what they want.

I knew that I purchased the product from Sears.com and I thought that I had 120 days before deciding if I wanted to keep the fireplace set or return it. We decided to return the product at the end of January. I started looking for my receipt and my email confirmation. I also started researching where the closest Sears store would be so that I could return it. After reading the fine print of my email confirmation, I finally figured out that the product was not sold by Sears.com but by a third party vendor, Unbeatablesale.com. After researching how to contact them for a return authorization, I was able to finally email them on February 9, 2012. Because I didn’t initially hear back from them concerning this issue, I emailed them, again, later that day.

Two representatives from Unbeatablesale.com returned my email stating that they had a 30 day return policy and I would not be able to return my fireplace set. I responded back to them that this was a Christmas present and normally businesses have alternative return policies for holiday items. Again, their response was the same. I told them that I was not aware that my item came from a third party vendor and that my item was under the jurisdiction of a different return policy. Sears.com has a 120 day return policy and I wanted them to honor that. They told me to contact Sears.com.

On February 13, 2012, I called Sears.com to see if I could talk to someone about this misrepresentation of the Sears.com website. After a 42 minute conversation where I talked with four different representatives, the answer was the same. Sears.com is a storefront for third party vendors. If you purchase something from the third party vendor, you are bound to their return policy even if you aren’t aware that you are purchasing an item from some business other than Sears. I think that this is a misrepresentation of Sears and fraudulent. If a third party wants to sell products through Sears.com, those products should honor the same return policy as Sears.com! I asked if I could have an address where I could send a letter of grievance. At that time, I was transferred to a Spanish representative and my information was all erased. I was incensed! What a lack of customer service!

After that, I tried to contact Sears and Sears.com through the webpage feedback. Once again, I got the run around. Since Unbeatablesale.com delivered the product to me, that product had only a 30 day return policy. I would not have purchased a Christmas item on December 7th that had a 30 day return policy. That is ridiculous! One Sears employee, Liz **, even apologized for the miscommunication and thanked me for bringing this situation to her attention. That was nice but she still wouldn’t return my product. I am now stuck with a fireplace set, which I paid $158.63 that we do not want!

Once again, I think that Sears.com's return policy concerning third party vendors is wrong. Customers who are purchasing items from Sears.com should be able to enjoy the benefits of purchasing an item through Sears.com. One of those benefits is having 120 days to return an unused item. I am frustrated with the lack of customer service.

We have another delivery date and they showed up to take the old mattress but did not bring the other one. What were we going to sleep on? Now, we are up to a third delivery date and I requested a morning appointment. They told us they would make a note of it. Not only was there not a note made but we got the latest appointment for that day! Calling the delivery company is not helpful at all, It is very upsetting. Between being told things that are not true, being put on hold and staying there so long we are hung up on (several times this happened). Asking to talk to a manager is nearly impossible. Out of our approximately seven phone calls, we only were able to talk to a manager once and that was after being hung up on. There is more to this but these are the main points. The bottom line is we will never order anything from Sears again and we will make sure we tell as many people as we can so someone else does not have to go through this headache!

I also set an install for Monday 3/12. I was then told that it would take 8 days to 3/14 to get the conversion kit. So I obviously could not go ahead with the install for 3/12. I am going on vacation 3/15 and I wanted this done. I was told that I would have to order another conversion kit and it would be shipped priority then bring back the other kit. I get it on 3/14.

This has been a horrible experience and I wanted to cancel the entire order but was told I couldn't. I have spent 3 hours of my time on the darn thing. I should have been compensated with a discount for my inconvenience but was told that the $7 shipping would be lifted. Sears escalation and responsiveness has been terrible.

Once I was sure there was a problem, I immediately began putting up plastic on the windows and securing space heaters from family and friends. I placed heaters in 3 rooms including a bathroom. I used the oven in the kitchen for heating. Monday morning the temperature in the house was 59 degrees. I have arthritis and my entire body was in pain.

I contacted the office once the repairman told me that a part would be UPS next day and another repair person would be coming on Wednesday to install the new motor. After about two and half hours on the phone, finally, the office agreed to two nights at a hotel at $65.00 per night. (There are no hotels in the Southport, NC area for that amount.) Finally, I got room at the Comfort suite for $89.00 per night.

I called to confirm the appointment for Wednesday the first time I given instructions to check to see if the item delivered by UPS at my house. I had to call back once I got confirmation that there was no delivery. The second phone call was when I was told the items were on backorder. I immediately asked to speak with the department to get an extension on the numbers of days at the hotel. I was told that they could only offer me $150.00 for space heaters.

Today, I have spend three hours or more on the phone because I have no place to go after tomorrow. I need someone to help get an extension at the hotel until the item on backorder is delivered and installed. No heat nightmare this time of the year for someone like me who suffers with arthritis!

When I purchased the system from Sears, I trusted that customer service would be #1 at all times. This has been an awful experience and I am still trying to live through the many customer representatives who have no interest in satisfying the customer. Please help me to get an extension and reimbursement for hotel cost.

I was going to purchase a new oven from Sears online but I thought I try once more. I was able to locate a local appliance repair man who came and immediately found the model number under the broiler, why did not your repairman know this? My oven is now fixed. Our family is number of generations of Sears customers and employees in the past I always said you could trust Sears but now will think twice about trusting Sears again. Also I tried to call this complaint but have been on hold for 20 minutes now and holding.

I need to add I called and spoke to a supervisor who told me he was the highest person I will ever talk to on the phone today. What? I thought Sears cared about its customers, especially in this economy. He left me hanging on the phone. Why play with your customers? As a long time Sears customer, I demand a written explanation for this fiasco along with a written apology. Then I am going to leave it up to you to show me if you want me to stay a Sears customer. Because I have the need to share this fiasco to as many people I come in contact with. My immediate family is about 40 people, so as you can tell I don't have far to go. Waiting to hear back from you.

Then he tells us we have to pay $250.00 more for the 4.3 washer, so we knew he was scamming us. We had to wait 3 days before he sent out delivery to pick up the stuff and they only picked up the washer and dryer. So we had to call back and ask about the fridge, and we had to wait a week for them to get the fridge. Now, it's 5 days later and we still don't have our money back. The second $480 he took out for the fridge that was supposed to be back in my account the next day because we canceled it 5 minutes after he withdrew the money, and it's been over a week and we have nothing. We can't buy new appliances because we’re waiting for our money.

We tried different things from the manual to no avail. I went to the Sears store and they told me that there was nothing they could do about it as they were not handling RCA products any longer. I did not receive any kind of help from them at all. My daughters bought this as a Christmas present and I sure can't ask them to buy me another one and as I am on a fixed income, I sure cannot buy another TV. Is there any kind of help you can give me? The TV was bought in my son-in-law's name, Ron ** of Elk City, OK. I can be contacted at the above phone number or email address.

I took off work all day. They give you that unreasonable window of 8-12 or 1-5 which does not work for the working class individual. No one came; they rerouted the repair man. So we rescheduled with the Sears store manager, John **, a wonderful, helpful guy (Lisa and Julian were also very helpful). My husband then took off work, and the repair man Ron was very nice. However, he was not able to fix the refrigerator. He ordered a part for $200.

Now, it has been a week without a fridge. It's a good thing that our salvageable food in a 40-year old fridge in the basement is still working. Then, they said to wait another week. A new schedule was made for another repair day, and they left a message saying that they were coming on a different day. We got that squared away. l took off work again, and Ron, also great and informative, came and fixed the computer part to the tune of another $132, which was ridiculous for a 3-year old $1,800 appliance.

We purchased 4 major appliances from Sears in a year and half. Then another this past year. We re not sure we will use Sears again. It used to be a reliable company. We got a $65 check to appease us? We are not sure. The appliance should never have died in 3 1/2 years with or without a service contract. We are very displeased with how your company schedule service and the time frame to which it gets handled. We were very angry that it took over 2 weeks with our effort and time to accomplish this matter. lt should not have cost us time, and $329 for a repair. The repair men were great and the store managers were too!

I called their office and was told since the mistake was not mine; I would be reimbursed for the bank charge if I submitted a statement from the bank as verification for the charge. I called within a day or so and asked if I needed to submit more and I was told to just send the statement. About two weeks later, I called to inquire about the status of the situation and the first young man I spoke with knew nothing of the situation but transferred me to his manager who began telling me of their procedures.

This made me angry because I felt like all policies and procedures within their company should be identical and had I been told initially of what was needed, I would have done as instructed. At this time, I am both angry and dissatisfied and will definitely not serve as a positive PR person for you in the future.

They refuse to give me a replacement microwave, claiming they have to replace 4 parts before it is eligible for replacement and that they do not consider one of the parts (electronic filter) they replaced really to be a part. What the heck is it? They soldered it into the circuit board. Now, they want to replace one of the same parts and start over. I have wasted 5 days off work waiting for them; and by the way, 2 of the five times they were late and well outside the 4-hour window they gave me--once almost 2 hours late. They have over $1000 invested in labor and parts to fix a $300 microwave. Does anyone there have a clue how to run a business? Seems to me they have no clue about taking care of customers and earning loyal customers.

How does this happen? Not only did Sears take our money for the service agreement that have also accused us of trying to pull a fast one by repairing a vacuum that was never covered! My mother in law has bought 4 of these vacuums all with service agreements. Never again. I plan on sending an email to the person listed here since the several phone calls have not been helpful.

Please accept our apologies regarding the poor customer service you encountered at our auto center. I know this must have been an exasperating experience for you. My name is Zenaida and I am part of the Sears Social Media Escalations team. We understand your frustration and want to see how we can be of assistance to you.

At your convenience, please contact our office via email at smsupport@searshc.com so you don’t have to continue to be frustrated by this. In the email, please provide a contact phone number and the phone number used at the auto center (if different than the contact phone number) and we will call you directly. Also, in your email, please provide the screen name (Mistie of Flag Pond) you used to post on this site for reference to your issue. We truly value your business and look forward to talking to you soon.

Thank you,

Sears Social Media Support

On the second repair, they did not call, except to pick up the unit. At this point, they replaced a bushing and told me a bracket that was discontinued was not available. My question is why was this not found on the first repair? After the second repair, the unit is so noisy that it can be heard throughout the house and even walking up on the front porch. At least, the first time I could set something with weight on top and quiet it down some. I have invested $100 and not fixed. For $259, I could have bought a new unit.

My request is a credit for $100 or $100 credit towards the purchase of a new unit. I would like to know you opinion on this matter. Thanks for your time! My cell phone number is **. We purchased two units, one in 2000 and one in 2004.

I called the store. The department manager was very angry at this point and demanded info and action. The manager called back 1/2 hours later and said "I don't know about the delivery prob. But I need to tell you that it is the warehouse here. And somehow, there is a big 4 inch dent in the side and I assume you want to cancel the order?" I wanted to know why no one called me to tell this. Of course, he didn't know and had the gall to tell me that "I should be grateful that he made me aware of this before it was delivered and installed". Sears has been going downhill for years. Obviously, we will never purchase as much as a pair socks there in the future! Your customer service is horrible and your staff lacks the most basic customer service concepts. Never again!

I started having problems with the ice dispenser getting jammed. I unjammed it several times and finally called for service 3 times in December. The last call, they replaced the ice bin. 2 days after that, it jammed again. We have been serving the ice by hand since then. I spoke to Sears about replacing with a different one or me paying the difference on a more expensive refrigerator and/or replacing the complete ice maker if possible with a different model.

When they finally did get a manager to the tire center for me to talk to, she asked what I wanted. I told her I wanted my money back and or a new wheel purchased for my vehicle or my old tires replaced and money returned. She told me she could not do that. She finally ended up giving me $164 back out of my $506. After contacting my car dealer, $164 is not going to replace my wheel on my vehicle. All four of my wheels had some damage but only the one was damaged beyond repair. I would like for someone to contact me regarding this matter as soon as possible. I had emailed customer service and I have yet to have anyone contact me back and this was over a week ago that I emailed them! I would expect better care for Sears customers than this. Thank you for your time. I look forward to hearing from someone soon.

The following winter, we contacted them again, because most of our windows leaked air, and the window in our bathroom leaked water, and it's a picture window. It doesn't even open! So they sent out 2 other guys, and they said our windows were not installed well. They came out and changed a panel upstairs, and said they would contact us, and we have never heard from them again! The last time we contacted them in 2010, they pretty much said "take them to court". We're out about $10,000, and still need good windows! Don't ever do business with Sears, ever! Their salesmen are nothing but liars, and Sears hires inexperienced people to do their work, and will not even back it up! I am still hoping for them to do the right thing, and install good windows that we paid for, 4 years later! I wish I would have done more research on them, before hiring them, but just thought Sears was a respected company. Boy, were we wrong.

We are so sorry your refrigerator is not working. We know daily activities become very difficult when such an important appliance is not functioning properly. My name is Zenaida, and I am part of the Sears Social Media Escalations team. We handle highly escalated customer issues. I would like to offer you assistance regarding service for your refrigerator.

At your convenience, please contact our office via email at smsupport@searshc.com, so we can help you with this. In the email, please provide a contact phone number and the phone number your refrigerator was purchased under (if different than the contact phone number), and we will call you directly. Also, in your email, please provide the screen name (Jose) you used to post on this site, for reference to your issue. We truly value your business and look forward to talking to you soon.

Thank you,

Sears Social Media Support

I am not a kid. Why is her account total $29? I said $27. I am very angry. So I go to take another one with the same price. So please make sure every thing has the same price for me. Many times, not only today. I’ll give you my sales check no **. You can see the transaction. So this time don’t send for coupons for discounts like before. Nothing. I just want your cashier to respect the customer because customer is the kings not the server. If you have any questions, my phone number is **. I am so angry until I wrote this complaint.

On 2-10-12, Friday, service came to my home to repair the my Craftman tractor. I was told to pay $95.00 for them to come to the house, which I agreed. The service man then quoted me a price of $280.00 to tune it up and replace a part. I paid the $95.00 which I agreed to do but I didn't have the work done because of the price he asked for was outrageous! I was told that it was about $179.00 to tune it up. He told me that price doesn't apply until March 1. I was in the Sears store looking to buy dish washer, at that time, I remembered that my tractor could use a tune up so I told them to come out and do the work. Later on Friday, after the service man came to my house, I went to Lowe's and bought a dish washer.

Second Complaint

I purchased a Samsung French door refrigerator about two years ago from Sears. A little less than a year, I had service to come out and fix a problem. Ice built up below the lunch meat trays which caused water to pour out on my kitchen floor. About two months later, I had the same problem. This time, the refrigerator was out of warranty. It cost me $197.00 to fix it. About two months later, I had the same problem. This time I didn't have to pay for it because they were supposed to fix it if the same problem occurred. The service man said that if I had to pay for this, it would have been about $210.00. Well, I have the same problem again. I question your service department, do they know what they are doing? I don't think so.

We contacted them again in 2011 because the cabinets were getting worse. They agreed to come out as long as we gave them $70.00, which we did. The gentleman that came out said these were the worst he had ever seen, and agreed it was a manufacturer defect. It took almost 5 weeks for Sears to get back to us. They told us they needed $930.00 to come out and fix them. They refused to tell us what they are going to do for the $930.00. We have contacted the Corporate office and they will not give us the answer either. They told us our case is closed because we are not giving them more money. We have paid $10,400.00 to Sears for cabinet refacing that did not last. We could have had brand new cabinets put in for that for much less. We have asked the Corporate office who we can contact to get this resolved, but they are ignoring us.

I called intermediately to Sears and received excuses. Now, most await between 24- 48 hours for the next schedule. I heard from friends that they had the same problem like me. Please can someone check who was the person scheduled in this route on this day Thursday, Feb 9th 2012 to my address. I do have the extended warranty and felt upset with this issue. I hope next time it will better. I hope that! I would like you to take some action about this matter as soon as possible. Thanks.

I said we were willing to buy their display model, since that was the only one they had (remember, she said earlier that she would sell us that one, if she could find the data on it). I presented to her the coupon for 20% off. At that point, she said she would not sell me the display model, and she would have to order it, and the coupon would not be good, since it was not an in-store purchase. All the while, she was very argumentative and sassy. Being the position Sears is in right now, I don't think it is in Sears' best interest to treat customers this way. I can tell you now, it will be a cold day in hell, before we go back to that Sears, and maybe other Sears stores as well. I just thought you would like to know.

I called them again demanding a new microwave (same model) or my money back but I keep getting different answers. One time, they said I still didn't 'qualify' for a replacement. Another said I have to go directly to the store and talk to the manager. Still another said they would put me through to their 'lemon line' but then we were mysteriously disconnected. Finally on today's call, I was told a manager would call me back and they never did. I have had it and I want my money back!

On December 29, I started getting phone calls from Sears automated system rescheduling appointment because the parts were backordered. After so many reschedules and not receiving the parts, I requested that the freezer be replaced. I don't remember the exact date of the request but I was told by the representative that they weren't authorized to do this. I asked to speak to someone who had the authority to replace the freezer. I was told to hold on while I was being connected to this person. Instead, I was disconnected. When I called back, I was given another appointment for February 10th. This happened about two weeks ago. I just hung up this morning and was told that the parts were on backorder until tomorrow, February 8th. I don't know what type of service this is suppose to be but I'm angry. I didn't pay for non-service and I don't think Sears have a leg to stand on.

The delivery guys called early Saturday morning to to let us know they would arrive on schedule. When they arrived, they called to tell my husband that they refused to come up our driveway in fear that their truck might get scratched. My husband looked out the window to see that they had driven a huge semi-truck to deliver our appliances. Our driveway is lined with evergreen trees and the limbs are due for a trimming, but the driveway is in no way impassable. We receive deliveries almost on a weekly basis from other delivery services, such as UPS, FedEx, and USPS, and we have never had an issue or complaint. My husband assured them it would be okay and politely asked them to try and the driver immediately got rude with him and said they were just going to leave and that we'd not be getting our appliances that day.

My husband informed the driver that our delivery was guaranteed for that day and that our current appliances had already been unplugged and sat out in the yard to make it easier for their delivery. My husband also informed them that there is a second entrance to our home that might be easier for them to try. The driver informed my husband that he was the owner of this delivery company Sears had contracted with and that he was not going to risk scratching his truck in any way and therefore would not deliver our appliances that day. He could not offer us any other options.

My husband pleaded with the drivers to wait while we tried to figure something out. He told them they were in no way going to leave with our appliances after we'd worked so hard to get the house ready for them and unplugged our current appliances. The drivers then proceeded to unload my $3500 appliances in the road at the end of my driveway, and to make matters worse, it was about to pour down rain! My husband went door to door trying to find a neighbor with a truck who was willing to come and quickly load up the appliances before they were ruined! Luckily, he found my mother who had one and they drove to the end of my driveway to load the appliances in her truck. The delivery guys quickly loaded them onto the truck as if they were trying to get out of there as fast as they could.

Once the appliances were loaded, they decided their job was done and they were going to leave. They said someone would eventually come out to haul away our old appliances that are currently sitting in our yard. As they were leaving, one of them turned to my husband and said, "Be careful with those appliances. One of them weighs over 300 pounds." Then, they got in their truck and left. They didn't even offer to park their truck and ride with up the hill to help my husband unload these heavy appliances and/or hook them up. My husband had no help. The only people left there to help were myself, my mother, and my husband. Both my mother and I have medical problems that prohibit us from lifting heavy objects. My husband is also a veteran with several infantry-related injuries that have left him with bad knees and a not-so-sturdy back. He had absolutely no business dragging these appliances in our house by himself, but what choice did he have. He couldn't leave them out in the rain and we couldn't do without our appliances, having two small children at home.

After a whole day of doing the job we were guaranteed Sears would do, we finally hooked up our appliances on our own. I have a very sore, angry husband, but at least I don't have to do without a washer, dryer and oven since our old ones are still sitting in our yard. I have contacted customer service to complain and my mother did as well, because we were both just dumbfounded. We couldn't believe a company as reputable as Sears would let something like this happen. We chose Sears for the very reason that they did deliver, install and haul away. We got none of what we expected.

I am very unhappy and am asking that they at least refund my $10. We didn't pay a lot but what we did pay for we didn't get, so I am demanding a refund for the delivery. I am almost tempted to just refund everything I bought from them and go purchase from Lowe's or Home Depot but I am very happy with my Kenmore appliances, which I can't get anywhere else. We were told that a customer service representative would be contacting us within 24 hours. That has now been 2 days ago, which is why you see me on here, very angry and increasingly impatient. I hope to have something done about this, because this, in my opinion, is unacceptable.

While I was upset about not receiving my product, I was angrier that I had wasted my entire afternoon waiting for an item that your company knew was not going to be delivered. I phoned the local store with whom I had been working on this order and spoke to the department manager. Not only did he not apologize for my inconvenience, he told me he was not responsible for the errors of the delivery service. I immediately asked to speak with the store manager. He was slightly more willing to offer some assistance. He agreed to forgive the $70 delivery fee if I was willing to reschedule delivery. I rescheduled for January 28th, and was promised delivery in the early afternoon. On the 27th, the delivery department called to confirm delivery between noon and 2PM.

On the 29th, Stacie received confirmation for delivery on the 30th, between noon and 2PM. The item was finally delivered about 2:30PM. This will be my last purchase from Sears.

My other complaint is returning a part. After ordering all of my appliances, I needed a trim kit for my microwave. The sales associate was supposed to give me the appropriate model number to place the order from home. After ordering and receiving the item, it was the wrong color. My appliances are stainless and the trim kit was white. I simply need to return the white trim kit. I went ahead and ordered the correct color after weeks of calling and trying to get the appropriate numbers. However, I have been trying to get a return receipt emailed to me for one month and can't get them to email it. They say they are going to, but never do.

After speaking with Sears five times and several weeks and trying two email addresses, I still got no receipt. I even took the trim kit to the store and the manager there called and spoke with the online sales people. They said to sit the appliance out and within three days UPS will pick it up. It has been six days and still no UPS has picked it up. I have left the appliance on my porch day and night. So, they cannot say it was not there! The microwave is Frigidaire. Once again, I would never allow Sears to represent my appliances! On a final note, the double oven I purchased are not heating and the face lights are burnt out. The repair associate is "supposed" to come here on Wednesday. Again, these are Electrolux!

He then tried to sell me a ten thousand and 8 thousand dollar roof and it seemed he was saying that it those are my choices. So I said ok, I will go with the cheapest one I can get - the $8,000 roof with three flap shingles. He wrote up the paper work and he wrote a number that looked funny to me. I asked and he gave me a bunch of rhetoric saying, “Oh, with the coupon, I will send in with the paper work. It will all work out.” The number $8547.00, I saw the $500.00 because of the coupon and thought well maybe and he even took out a calculator and did something and the number he showed me was $7500.00 which would be the total with the 500.00 coupon for the $8000.00 roof (he was using the coupon to confuse me). He said, “Oh, this is just the way we have to write them, the numbers will all look right in the end.” Well the number didn't come out right! He will not return my calls but he made out the number that I believe would be for a $10,000.00 roof and I trusted him!

I am a disabled woman who lives alone, perfect for him. I trusted him because he works for Sears! Sears will not listen to what I say because I signed the paperwork. They won't listen to how I got swindled to make me sign the paper- the $8000.00 roof was a con in the first place. This roof should cost about $4500.00. I trusted Sears. I have been defrauded so many times by private people. This man is a crook and he owes me $1,047.00 at least seeing that even $8,000.00 for this roof is ridiculous and he told me that's what it would cost for this (simple!) roof. The new shingles have problems as well but the contractor was very disrespectful and just dismissed me so I just let it go. He is never going to do anything. I call Tommy ** everyday and ask him to explain the numbers to me and he won't return my calls. If he were a professional and had not done anything wrong, why won't he discuss it with me?

I was scheduled to have a repair technician at my house between 1200-1700 hours EST, but I received an automated call around 1630 hours letting me know they were experiencing delays and that the technician would be late and to hang up if that was okay or stay on the line if I wanted to reschedule. I hung up and waited until 1900 hours when I decided to call and make sure someone was still on the way. I was told yes, but come 2100 hours, still nothing. I called and nobody answered so I went online and initiated a chat with one of the service representatives available online. The agent was fast and courteous and relayed to me that the technician was still coming to the house, but that he was going to make sure someone contacted me immediately. I stayed up until after midnight only to receive no phone call and no technician. Upon waking the next morning, I called Sears to find out what happened and the representative on the phone told me that they showed up and nobody was home! I told them this was not the case, but chose not to argue my point and asked them when they could have someone out. He told me Thursday, February 2nd. So I waited another couple of days and the service technician came out (Steve, I believe). This guy couldn’t be more rude and unwilling to cooperate with me.

At first he started the conversation with how much it was going to cost for him to make the house call and I explained that I was told by phone that the visit was to be taken care of on behalf of Sears due to the safety concern. He didn’t say anything to that, but proceeded to look at the washer and dryer that I had pulled out with all the parts that were wrong with it readily displayed on top of the machine as I had taken the liberty to diagnose the dryer myself. He told me exactly what I already knew and that he didn’t have the parts and they would have to be ordered. Apparently, he didn’t get any of the information from whoever I spoke with over the phone because I was told that the technician coming to my house Tuesday (though not, this was Thursday) would be bringing the parts with them.

He reiterated the fact that I wasn’t home for the house call Tuesday (even though I was) and he proceeded to tell me that it would be $248 for the parts. I told him I was not interested in that and that there was some sort of confusion as I was told the visit was going to be covered even though the warranty was just a month out of warranty. I had no problem paying for parts, but the house call visit was supposed to be free, and since he didn’t even have the parts, I decided right there that I would order the parts and fix it myself since he couldn’t tell me why the power chord burnt up and could have possibly burnt my house down, God forbid.

Not only was he unwilling to talk to me about my options or discuss that he was going to bill me anyway for the house call, he walked out of my house in mid conversation and sat in his van for the next 30 minutes in my driveway. I jumped on the phone with Sears and spoke with what seemed like 8 different representatives before being transferred to the billing dispute hotline to file a claim against the services provided. I honestly cannot think of everything that happened over the last week in not having a functioning dryer, but I have never been so upset over how I was treated by the technician, nor the countless hours I spent on hold or even writing this poorly written letter. For me, this makes your company one that I will never do business with again. I may be at fault for not buying an extended warranty, but the issue at hand has gone beyond a replacement of parts. It makes me sick that I defend this country only to be treated as some second class citizen that this company has decided to excommunicate by the hours I have wasted in my life just trying to dispute a $137 charge the technician left in my mailbox for me to find later.

That’s right, not only was I treated unjustly, but the technician couldn’t even come back to tell me that he had to leave me with a bill. I understand he needs to do his job, but if he would have came back and maybe tried to give me a phone number or possibly call his boss to see about the parts he was supposed to bring, or that this visit was due to a safety concern, then maybe I would have been a little more apt to paying for repair service through this company. Unfortunately, that was not the case. I just wasted a week of my life. I still can’t dry my clothes, and I may have to fly out on a mission back overseas and leave my family without a functioning dryer if the parts I ordered don’t get here on time. I may not be able to get my time wasted back, but I will sleep better tonight knowing that maybe someone will read this and realize what a loyal customer is and that they just lost my business for life.

12/20/2011: Fairfax County VA Inpector inspected installation and advised the following: "60 amp fuse used outside instead of 40 amp fuse, contractor must fix then inspector will re-inspect"

12/22/2011: Contractor replaced fuse, Fairfax County VA Inpector re-inspected and approved.

01/18/2012: Early evening (approximately 4pm) heat not working. I contacted Sears in an attempt to use the Master Protection Plan I had purchased and was transferred multiple times and hung up on. I was told that no one would come to reapir the heat pump even though I advised that the temperature was already in the 30's and was going down to the 20's overnight and that I have a one year old daughter in the home.

Approximately an hour after my initial phone call I was contacted by subcontractor Bob from 1 Stop Mechanical Inc who made an unsuccessful attempt to troubleshoot the problem over the telephone. Bob told me to turn on my stove in order to heat my home because he would not come until the next day. I again spent more than an hour on the telephone being transferred to different departments.

I vehemently requested that someone come reapair the unit that evening but to no avail. I advised Sears that there were other local HVAC repair companies willing to make what was now an after hours service call and I was told that that would void my warranty with Sears. I was told that Bob would come to make the repair sometime the following morning and that I should purchase a space heater (from Sears) and that I would be reimbursed by Sears - I did not do this because I already own a space heater. I placed my own space heater in my one year old daughters room in an attempt to fight the below freezing temperatures.

01/19/2012: I had to take the day off from work in order to attempt to heat my kitchen to above freezing so that my wife and I could feed my one year old daughter and to wait for 1 Stop Mechanical Inc to arrive and repair the unit. After enduring a night of below freezing temperatures (low of 24) 1 Stop Mechanical Inc arrived to repair the unit at approximately 8am. 1 Stop Mechanical Inc advised me that the main fuse in the air handler unit had failed and they repalced the fuse.

1 Stop Mechanical Inc provided no explaination as to why the fuse had failed (please note the fuse issues at installation as noted earlier). 1 Stop Mechanical Inc told me that I could have swapped out the main fuse with the secondary fuse in order to get the unit working the previous night, to which I asked them why they didn't suggest that when we were on the phone - I could have kept me home warm until they came to make the repair.

After 1 Stop Mechanical Inc completed the repair I again contacted Sears. I cancelled the Master Protection Plan due to lack of services and was refunded the $1,227.40. I eventually spoke with Sears Washington, DC District General Manager Steve Jolles (240-631-9525) to advise him of the situation. Mr. Jolles gave no consolation, only a half-hearted appology and asked that I give Sears another chance.

I cannot believe that Sears would leave a family with a one year old without heat overnight in below freezing temperatures. I am still uncertain about the installation and quality of service and equipment provided by Sears and their sub-contractors. I would like Sears to refund my $10,779.40 so that I may have another, more reputable company check my homes HVAC system and make any necassary repairs or replacements and also to perform any future repairs.

In November 2011, we noticed that our heat was not working. The air was working fine, but as I stated the heat was not. Assuming it was the heating coil, I contacted Sears and scheduled a tech appointment, in which a technician came out on 11/22/11. He confirmed that the heating coil needed to be replaced. We told the technician how the person who installed the units put in a brand new unit outside, but only replaced the parts on the inside. The technician was confused and stated that both units should have been replaced at the time of install. The technician stated he would research the price of the coil and get back to us.

Upon hearing back from his supplier, the technician left me a message stating that the part alone was over $1400, and we may want to consider a new unit. About a week to a week and a half later, a sales project consultant from Sears came out to look at our unit. He was also confused as to why the indoor unit was not replaced at the time the outdoor unit was installed. However, he stated that the Sears warranty would cover the price of the part, not labor. However, because we paid for both units to be replaced ($5992) and it appeared that did not take place, Sears may have to replace the indoor unit like we paid for.

My husband and I called several times over the next week waiting for a supervisor to contact us about this situation. Sears sent out another technician, who at this appointment informed us that our Aquatherm unit (the indoor unit) only had a one year warranty on it. And according to Sears’ records and a phone call he made, the unit was brand new in June 2009. My husband and I explained that we have always been told that the parts were good for 5 years, and that the installer did not remove the unit from the closet, and only replaced the parts. We also stated that we would not have paid almost $6000 for something that could possibly stop working in a year. We would have paid for extended coverage.

About 2 days later, we were finally contacted by Dave **, a supervisor, who left me a voice message stating that he looked into the situation. And from their paperwork, there was nothing he could do because the indoor unit only had a one year warranty on it. I contacted customer service on or about 12/22/11 to complain again. I explained that we were always told that all parts were covered for 5 years. I further stated that if the indoor unit was brand new, as Sears was stating, then we were given faulty equipment because a brand new heating coil should not have gone bad in 2 years. I further reiterated that we paid almost $6000. Why would we put out that much money for something that could possibly go bad in a year? It doesn't make any sense.

I was told that Mr. Dave ** at this point was on vacation, and would not return until Tuesday of the following week, 12/27/11. I was told that I could call the customer resolution to see if they may be able to assist me. I spoke with a lady named Sasha in Customer Resolution, who stated in her system, she saw that our parts are covered until June 2014, and my husband and I would only be responsible for the labor. She further stated she was not sure why we were being told otherwise. She stated that she was sending Mr. Dave ** an email asking for clarification, and for him to contact us upon his return.

I contacted Mr. Dave ** on Wednesday, 12/28/11 and was told that the warranty information Sasha was looking at in the computer only referred to the outdoor unit, and not the indoor, and again there was nothing he could do. I asked Mr. Dave ** how as the customer would we know that there would be two different warranties on air/ heating unit we purchased together as one package, and the warranty info in the book states the parts are covered for 5 years. I noted that I was looking over the paperwork my mother-in-law initialed. And on the back where there was any mention of a warranty, it was signed by neither my mother-in-law nor a manager agreeing to the project. Mr. Dave ** asked me to fax the form over to him, which I did on 12/29/11.

On or about 12/30/11, Mr. Dave ** asked if I could bring our original paperwork into his office for a copy to be made there, because the faxed copy was not very legible and he needed to compare it to the form he had on his computer. I took my original estimate and proposal paperwork to the office and allowed one of the representatives at the front make a copy of the front and back of the paperwork. Mr. Dave ** came out from the back and looked at the copy that was just made. I asked him if that was the same paperwork he had on his computer. He told me he wasn't sure and had to look again. Shortly after the New Year, Mr. Dave ** called and spoke with my husband and said that the paperwork Sears had has my mother-in-law’s signature on it, and there was nothing they could do. He said he would send a copy of what they had uploaded to their computer to us in the mail.

We have not had any communication with Sears since this incident. My question is this: how can we have the original paperwork with no signature at all, with no imprints that a signature was there? All initials and writing on the front of the paperwork are visible. However, Sears has an uploaded computer image of the paperwork with a signature. Even if there was a signature there, it doesn't take away from the fact that the booklet we were given concerning our unit states that all parts are covered for 5 years, along with being told this by the installation person, a technician, a project sales consultant, and a representative at the customer resolution center.

We need our heat fixed ASAP. We have been extremely fortunate that except for a few days and nights, winter here in Virginia has been very mild. However, winter is not over. And as I stated to Sears on every phone call, we have children in our home, and have had to use space heaters to keep our house warm, which is causing us to use more electricity, making our bill higher.

It seems that Sears forged my mother-in-law’s name on their computer uploaded paperwork, to try and cover themselves. This situation needs to be corrected like yesterday, and Sears needs to be held accountable for any possible illegal actions they made to cover up their mistakes in not conveying the correct warranty information to us. As I said we would not have paid almost $6000 for Sears or anyone to install something that could stop working in a year.

2. A "whoops, we made a mistake" email from Sears does not work for me. I need the two items I ordered and got confirmation from Sears that the order was placed. Whoops from Sears does not work.

Please, can you respond to this? Thank you.

Sears passed the problem on to Sedgwick. They were very poor at keeping me informed and worse at returning calls or emails. Sedgwick passed the problem on to Whirlpool. They treated me like I did something wrong demanding all the same things that I had given Sedgwick. Whirlpool sat on the information for at least three weeks then sent me a letter dated December 13th that they had sent the heating element to Springfield wire company. No one has ever contacted me from Springfield Wire. I am very unhappy, have over $5000 worth of damage to my house because of a faulty dishwasher and no one will ever return my calls or respond to me. I contacted Derik D at Sedgwick on January 18th. He said he would call everyone and find out the status for me. He has never returned my call. Sears told me up front that this would be covered and I am still waiting after three months.

I wait 48 hours and hear nothing. I enter into a chat on Sears.com website, expressing concern and asking about cancelling the order as it appears to me the item has not even been shipped and if there was any intention to do so. I'm told I can't cancel the order just yet and to give them 5-7 days to resolve the issue (I think everything with Sears is to tell the customer 7 days). I press this person that if the item does not arrive in the 7 days can I cancel the order. I'm told that yes and he has to authority to cancel the order and refund my money. In 2 days I receive an email that my item has been delivered to my store for pickup complete with delivery company name and tracking number. I called my local store--no, no item is in. I am told that may mean it is in shipping still, so I wait another 7 days. I again called my local store and they searched and cannot find the item. I then called Sears.com customer service.

While on hold I do a search for the delivery company and am able to enter the tracking number and find that a delivery under that tracking number was made. I have no idea if my item was actually in the delivery because the tracking number says the delivery was made to the state of Michigan! How can someone confuse Alaska with Michigan? I am doubtful this shipment had anything to do with my order but was rather a shut the guy up. I tell the customer representative I am done waiting and want the order cancelled and my money refunded. I am told they will cancel the order and it will take 5-7 days. I again received an email that my item has been delivered (a duplicate email to the first one) 2 days later, so I am concerned that they didn't cancel the order. Again I called Sears.com customer representative. I'm told that yes the order is being cancelled.

Here I am today January 27th; I checked my bank account and no refund. So I called Sears.com customer representative again and tell them I am done waiting. I have waited and waited per their timeline. I am told the cancel takes 7 days and it was put in on January 23rd. I corrected them and let them know the order to cancel was on the 20th and their 7 days are up. I believe this company is intentionally defrauding customers and hanging onto their money. Most companies do not charge you until the item you ordered ships. No where did Sears.com indicate the item was not available to be shipped and at this time I do not believe the item ever was shipped. As the credit card I used was a Visa I am going to pursue having a charge back done to get my money returned. I have always thought Sears was a reputable place to do business but never again.

I will be forced to buy your poor protection plan at $106.85, adding up to a total cost of this TV to over $1,700 to keep it running. I feel like this is a a deplorable sales representation for Sears. My husband and I have been regular loyal customer of Sears for years, but this may be the deciding point of future loyalty. Please provide us some assistance with the lemon TV.

I will not continue to purchase the agreements after this year is up because service is very, very poor. I am sure you really don't care if I continue the service or not but I will voice this anyway.

So now we have to take off work for the 5th time. I called Sears as soon as he left and there is no record of the gift card nor the extension. Also, a man named Gerald hung up on me this morning. My days of buying appliances at Sears, have now come to an end. In the past, everything worked as you would have hoped. What a fall. They also claim that they called to cancel last week’s appointment. So between the gift card, extension and the phone call that did not happen. They are also liars.

She too, was unable to answer my questions and wasn't able to explain how to work the vacuum. When I said a part was missing from the demonstrator model according to the box, she said, "They've been on the floor a long time." I then asked both of the sales associates if they had someone who could demonstrate and answer questions regarding these 2 vacuums and they said they were the only ones working in the department. I said I was not going to buy a $500 vacuum without having my questions answered. I then asked a sales associate from another department where the customer service department was. She said Sears didn't have one. Human resources was the next best option. I entered the HR office and approached two women talking to each other. They both looked at me and continued with their conversation. I then looked into another office close by and asked a gentleman for assistance. I explained the situation. He left and returned, informing me that someone would help. He then escorted me back to the vacuum department and said that "the lead" would be able to help.

Several minutes later "the lead" approached and asked if he could help. I asked if he knew these vacuums and could he help me. He said no he didn't know the vacuum department, he only oversaw it but had someone who could help. He brought over the female associate that I had already dealt with. I then explained that these two associates didn't know the products and were unable to demonstrate or answer questions regarding how to operate the units. He said, "What is it that you want to know?" I said the sample Dyson is obviously missing an important part and that I would like to see all the parts and have a demonstration of its use, etc.

He said, "You have 90 days to return it if you are unhappy." I obviously looked frustrated at this point and he said, "For you, I will open this unopened Dyson box." I said, “Thank you, but no. I was not going to purchase a $500 vacuum and not know if it would meet my needs. I just wanted someone to demonstrate and explain how these vacuums operated.” The 3 of them just stood looking blank faced at me. I am shocked by the lack of knowledge that these sales associates have regarding their products. No wonder Sears is doing so poorly! On a positive note, I will say that these sales associates were all pleasant, but their lack of knowledge regarding their products was appalling. I will never shop at Sear's again!

Come January 2012, Sears sent me my credit card bill with another $157.88, telling me that I didn't pay the washer off in time and this the interest that incurred. All the while, I am sending $100 a month. By my calculations, the washer would have been paid off in 8 months, which would have been July or August. When I called Sears, they told me that by buying the other appliances negates the first agreement on the washer. I find that impossible to break such an agreement, when clearly I had to sign that agreement.

I have purchased all my appliances for my home at Sears for 40 years and never have had a problem. I find in this instance their business practice is horrendous and will never purchase another thing from them again. I feel the added amount of $157.88 should be taken off my bill. I have never failed to send any of my payments in a timely manner and feel I am being punished for their poor business practices. Your inquiry into this matter is greatly appreciated. And hope to hear from you soon. Thank you.

As I went to pick it up off the floor one of the sales associates came running over and told me I could not have it as it was already sold. Ok none left. Not a big deal, I thought, as I asked for the display model. I was then informed that they could not sell the display model as long as they could order me one. Upon returning to the register the associate was asked to check and see if Rochester, MN had the sander.

The associate told me they did not have one but would likely be receiving one next week. The associate helping me informed me they (Sears in La Crosse) would have one January 26th if I ordered it today (January 17th). He also said I could order one online and have it shipped directly to me and it would arrived the 26th. I requested the item ship directly to me to save time. By the projected time I got the sander I would only have two days to complete my project, but what the heck I can work well under pressure?

The associate completed the return and processed the Sears online order. Upon checking my order confirmation email this morning I see the order has been pushed back three weeks! Since I needed the sander sooner I called right away this morning to cancel my order. The first person I spoke to was helpful and said she'd cancel the order and I would be refunded in 24-48 hours. A little more investigation revealed there was in fact the same sander at the Rochester, MN store that I had been told yesterday had none!

Once again I called customer service to see if I could have one shipped directly from that store to my home. When I spoke to the customer service representative I was told my initial order was not cancelled, and worse could not be cancelled. I explained my concerns to her, but she only became more short and unpleasant. Requesting a manager did nothing to improve the situation. Now I am stuck with a $150 order that is in never land and of no use to me. I will not be refusing the shipment as I am unwilling to risk another delay as they "restock" the item. My last trip to Sears will be some day 3 plus weeks in the future when my sander arrives to get my money finally back.

Less than 2 weeks later, the ice maker stopped working. Another tech responded, and told me this was an "issue" with these models. He ran some tests, and told me he would have to order some parts. As he was messing around with the unit, he told me that the front control panel stopped working too. The date for the next tech is Jan 25th. The tech also told me to call Sears, and have a new unit sent out. He mentioned something about a 90 day return policy. On Saturday, Jan 14th, I called the solutions center. I spoke with the operator about replacing the unit, and asked what dollar amount I was looking at in terms of replacement. She told me $1,599 (which was the cost of the original Samsung). I explained that could not be possible, because 1) it was a new product and it has never been listed at that price, and; 2) I would not have received a new warranty if it were that price. I just told her I would call back.

I called back later, and spoke with a male operator this time. I explained my situation to him. He told me that all he could do was a straight exchange, meaning I would get the same unit. He also told me that the ice maker, which had been ordered by the tech, was on back order. He asked if I would like him to put in a request to the accounting section, to see if they could research the cost (prove it was more than $1,599). He explained it would take 24-48 hours. I agreed to that solution. I just got off the phone with customer solutions again (Jan 14), and they told me that no request had been made to look into the situation. Additionally, they told me they will NOT replace this unit, until the tech returns on the 25th to install the parts, and then if it still does not work, they will look into a replacement. I explained the unit would not even be completely functional, due to the ice maker being on back order. The response was "sorry". The consequences are, I have lost 2 loads of food with 2 different units. All I want is a refrigerator that works longer than a month. The customer service unit of Sears is horrible. They read from a script, and if the customer deviates from the operators' script, you pretty much have to start over.

I went into Sears twice and spoke with 10 different people in various departments. Bottom line is they have no customer service and the customer resolution department is a scam. They have no intention of resolving this issue. They just keep passing you around from department to department. I have asked each time for the district manager's number, but no one seems to have it.

Can you believe it? I even spoke to a supervisor who cannot and will not accommodate me. I asked to speak to his boss, but there was no boss available. I asked to return the broken machine and have a new one delivered and I am told that I will be charged a 15% restocking fee for a new washing machine that leaks. My conversation with Sears was an entire waste of time.

They would not honor my appointment for Friday and insisted that they could not send someone until next Tuesday. And, if I did not accept the new appointment then, it may not be available and I will have to wait even longer, no customer service whatsoever. I hung up the phone. So, I still have a new washing machine that leaks and no service appointment. I will never shop at Sears again and I would never recommend the company to anyone. I do not understand how a company can have such a lame service department.

Updated on 9/29/2015:

In June 2015 I replaced the expensive washing machine because, not only was the machine forever leaking, it has ruined 2 years worth of the clothes. I don't know how but the delicate cycle on the machine shrunk more clothes than I care to tally. I did write to Maytag and haven't received a satisfactory response. In addition to never shopping in Sears again, I will Never spend my hard earned money on another Maytag product.

On 11/23/11, I placed my order with Sears and received an email confirmation stating that my stroller would be ready for in-store pickup on 12/08/11 to 12/10/11. I was very happy because I would be able to start using the stroller for an upcoming trip that we had planned with our baby. On 12/08/11, expected date of stroller delivery to the store. I sent an email because I had not received an email confirmation to advise that the item was ready for pickup. I received a response back stating the following, "As per our records, I see that your order is still processing and is expected to deliver to store on 12/8/11."

Again, because this email just reiterated that 12/8/11 was the expected date of delivery, I called to get further information. I was told by one person that the stroller was on its way to the store that very day and that I should be receiving confirmation by mail very soon. Well, I waited but there was no email in my inbox from Sears except advertising. So I waited until the evening and called again. This time, I was told by a different person that the order was on its way to the store and that it was probably unloading and this would take some time. She told me that as a courtesy she would have someone from Sears contact me the following day in addition to sending me a confirmation email that my order was ready for pick up. This sounded completely reasonable, or so I thought.

On 12/09/11, no courtesy call from Sears, and guess what, no confirmation email. I was busy this day anyway, so I figured another day of my item waiting at the store would not hurt. On 12/10/11, this was the date my trip was scheduled. I was leaving in the evening, so I thought it was just going to be a matter of going to the store to pick up the stroller and be on my way. Considering the date I was told it would be ready was the day before. Well, this day was no different than yesterday, no confirmation email in my inbox or call, so I decided to contact Sears, again. Well, this was the beginning of the end of my relationship with this company. Can you believe that I was told that there was nothing in the system indicating that the order was on its way on 12/08/11 as I was confirmed by three people from Sears? When I explained what two different associates confirmed over the phone, I was told the following, "Disregard whatever was told to you. There is nothing indicating that delivery got to the store." I was outraged! This person basically told me I was lied to and that the expected date of delivery was also false. I told her I would give the stroller one additional week to get to the store otherwise, I was going to expect a cancellation of the order with full reimbursement.

A week passed. Now, it is 12/17/11. No email confirmation telling me I had a stroller to pick up and no courtesy phone call from Sears. At this point, you can say I am pretty livid. I contacted Sears and the service person who answered seemed really to understand my frustration. She suggested something brilliant, "Let's find out the tracking information and find out where your order is." Those were her words. Wow, I suddenly became optimistic and thought that Sears was on its way to turn this horrible experience around. Well, that didn't last too long. I was transferred to a person, who told me a little piece of information that you would probably find hard to believe in this day and age. Guess what, there is no tracking information for this order.

Okay, now my sudden optimism turned into pure disgust! Then the nice fellow tells me I have to call a different number to find out why there is no tracking number. Me, the paying customer, Me, the frustrated customer, Me, the customer that put its faith into this so called reputable company had to find out why Sears dropped the ball! Well, after telling him a few things, I got transferred and guess what, I got transferred to the shipment department that deals with large appliances and the lady didn't have anything to do with small shipments such as strollers and with this, she wanted to end my call and just leave me sitting here with a problem. My paid for item is lost.

Well, after telling her a few things, I got transferred back to Sears online service and after reexplaining this whole nightmare, I requested one very simple thing- the cancellation of this order and a telephone number for the person in charge of the Sears online operations. Sounds simple enough, but not for Sears. Well, I was promised an email confirming the cancellation and was provided a number for a "supervisor". I had to argue to get a number from someone in the company from this lady. She tried to weasel her way out of not giving me a number, however, ended our conversation giving me a number. That was the biggest waste of time in my life! The supervisor number was nonexistent. So all I had left at this point was to wait the five days for my credit to be reimbursed. I was drained, I just didn't want to continue getting angry.

On 12/29/11, guess what, my cancellation confirmation never came. So this time, I sent hubby to call because I am done with speaking to incompetent people. Hubby spoke to someone in Sears and they promised a cancellation and told us once again to wait five days for reimbursement of our credit. On 12/30/11, finally, I received a confirmation email confirming that the order was cancelled. This is what it read:

"In regard to order number xxxxxxxxx, we received your request for the cancellation of your order. As per our records, we see that your order was already delivered to store on 12/07/11, however, we have contacted store for the cancellation of your order. Please allow 3-5 business days for the updates on your order. We also advise you to contact store for further assistance. We apologize for any inconvenience caused."

So all along, my order was in the store as of 12/07/11 as per this email. I will never again give any of my business to a company with such disgusting ethics. Oh yeah, I went online and actually ordered from the site that I rejected to initially order from, since Sears was the one with the reputation. I got a better price and my order within two days. Bottom line, there is a lot of competition out there and Sears should be on your bottom list to consider doing any of your online purchasing.

This is where the nightmare begins. My wife and I then spent a collective 9-10 hours on the phone, being transferred from Philippine call center to Philippine call center. It becomes painfully obvious they have no training to deal with this issue. By all appearances, they think they have shipped the item when they have not. Then I am told they are out of stock to send me the item I ordered. The store, three blocks from my house, has two in stock but they have to open a case file to find out what happened. I tell them my sales invoice was in the envelope with the video game so obviously this was an error or a deliberate act of theft by someone at the sorting center, for the game was not even in a shipping container big enough to ship the item originally ordered.

After dealing with least 12 different operators, we are told that a return shipping label will be mailed to us so we can send the game back, then they will begin the refund process. The game has finally reached them and we should be refunded our money by Jan 12th. Hands down, the worst customer service experience of my life. Shame on you, Sears. Outsourcing has done grave harm to your reputation and it is no surprise to have heard the day after Christmas that you all are having to shudder over 100 stores in the US.

I do not have another $500 to purchase another refrigerator, when Sears could have exchanged it and when I called they hung up on me several times. I have all of the call logs and the receipts when they cancelled the order while I was in conversations with them. They were not willing to help me at all. I now have no refrigerator and no money to buy a new one until I receive my refund within 2 weeks. How poor is that type of service to a paying customer?

The replacement delivery was eventually cancelled because the replacement refrigerator was dented and they didn't load it on the truck. They rescheduled, made a few more misdirected robo calls, and I made a few phone calls to the store asking a supervisor to call me. Never returned my call. Today (1-04-11) the third refrigerator was delivered which I inspected at the truck. The freezer was dented. I told him I was cancelling the order and to load it back on the truck. The driver offered to switch out the freezers and I agreed. Then for some reason he switched out the door as well and I noticed the new door was also dented. He replaced it with the old one.

After they left I discovered they had taken the large interior door storage bin with them by mistake. I called Sears and they claim to be shipping me a replacement. Nothing has been offered to me to make up for this nightmare, except endless apologies that seem to be read from a script. I am paying off the refrigerator and closing my account. I have pretty much thrown out all of the food in my refrigerator. I have loaded and unloaded, bought ice, etc. How sad for a once great company to be where it is today.

I have called customer service and their only answer was that this item is a very popular and unique item and that I would have to order something else as there is no guarantee it will come back in stock. Why the ** did your website said it was in stock if it was not in stock? Way to support your freaking troops!

Similarly, I have still not received the travel system I have ordered (in November) and the baby clothes I ordered (early December). I finally received the baby clothes I ordered in October. At this rate my kid is going to be 2 years old before she gets her travel system and newborn clothing! I am very disappointed with Sears.com and Kmart.com's lack of customer concern and control of the items that they are trying to sell. I am also very disappointed in their lack of support for our troops and their families, who sometimes have no other options but to buy online.

Once again, I have asked numerous times by calling Sears and e-mailing them asking for a refund! I am being told the same thing every time I call by waiting 3-5 business days. Then they told me they were escalating an e-mail to issue the refund or that they were checking on it and put me on hold and then hung up, etc., etc. I have been a Sears customer for 25 years and I can't believe this is the way that they are treating their customers!

I finally received my first phone call 30 minutes later than the 2:30 pm and they asked for directions. I asked if they had a margin? The answer was sort of, unbelievable! The entire system Sears has in place is terrible. This is the second time this fridge has broken down. I have asked for compensation and I have been rejected. When I asked for the address for corporate, they said they were only authorized to give me the address of a holding company! Oh brother! Never again! Buyers beware!

I did not appreciate her rudeness and asked her to please shush and leave us be, since the other girl was doing fine already. She shouted in my face, "Excuse me, I deal with customers like you every day.", etc. I had not even raised my voice. I asked her to please go away and she said no, she was staying until the transaction was through. I asked her if she was a manager and she replied "Yes". Her name tag said no such thing.

I asked if there was a number I could call. She said they are in liquidation and there is nothing I can call, or do! I looked at the cashier who was assisting me and said thank you. As I was walking out, Claudette replied very loudly, "You're welcome!". This was all done in front of my 7-year-old daughter. I was extremely upset and could not forget about the entire incident for quite some time. I have never been treated this badly in any retail setting.

I did finally get the items but not before being late for work by starting to contact them at 6 am and still on the phone with them at 9 am. I spoke to 14 customer service reps who were all very nice but unable to assist me. Finally, I spoke to someone in the local office store and she committed to calling me back and that never happened. This was absolutely the worst service I have ever received. I was even told by one of the reps that my item was ordered on Sears.com but they contract with a third party vendor so this is not their fault. No accountability, no empathy, nothing but poor excuses and customer assignments. They had the nerve to ask a survey question have they helped me today in resolving my concerns?

I would not purchase another appliance from Sears because there is no service after the sale. Why purchase a service plan when you can't get them to come? It does not surprise me that some Sears stores are going to close.

It came in a few days, which was wonderful. We put it up and, naturally with my luck, six of the branches aren't lit like the rest. I tried changing fuses but that didn't help and neither did changing bulbs. It's strange since along the same cord, five of the branches were lit and then six were not. But whatever, I assumed I could exchange it. After emailing with customer service, they said they sent my problem to their "research department" and wanted me to wait eight business days for a response. Fine. I don't have a Sears in my town so I couldn't just exchange it that day anyway.

Eight business days go by (10 days) and we're well into December by now. I emailed them back asking about my tree and they say they sent me an email with questions to fill out but never heard back. I never got the email but whatever I'll answer the questions now. Half of them were already answered in my original email and the other half were asking for particulars about the condition of the box when it arrived, as in. Maybe we can blame UPS for this faulty Christmas tree. Nope, the box was in good shape.

They wanted me to wait another eight business days for research to do their thing. And I'm left wondering, *** is the research department doing? Are they going to tell me how I might be able to fix my own brand new broken tree instead of just getting a brand new perfectly working one? So after communicating with them more, they wanted to go through all these motions to get it sent back to them but they wouldn't send me a new one. By then it was a few days before Christmas and I had to travel to see relatives. So I brought the tree with me to return/hopefully exchange where my relatives live (which is where I bought the thing). Of course, after checking two Sears stores in different cities, neither had another one of this tree left. Wonderful, I'm out of a Christmas tree.

I highly doubt that I'll get the same tree for the same price next year, which is disappointing because it's the only tree we've found anywhere that we even remotely like. I was really looking forward to having a Christmas tree this year too. If I had just taken the tree to the nearest Sears store to me (an hour and a half away) immediately after discovering it was defective, I would've probably been able to exchange it and have a Christmas tree this year. Instead, I was jerked around by customer service and the "research department" for a few weeks and missed my chance. Thanks, Sears. I may or may not buy from you again.

When I got to the Daytona Beach store, they said they had sold it and that there's nothing they could do about it. I was left waiting for 15 minutes at the pickup and left me sitting for 6 minutes until the manager came out and said that they don't have it so I'll just have to get a refund or they can get a floor model with possible floor damage from another store on Wednesday, and those are my choices. There was no apologies at all for what happened. I was shocked at how the employees treat loyal customers.

When I pressed why it was sold after I had paid for it and it was put in will call, he was not very nice about it and said since I didn't take it with me it was fair game for any mix-ups that might happen this time of year, and it was so important I should have taken it with me. This was paid for, in stock and new in box. At the time of sale, I asked the sales clerk if it was safe, and he stated that there will be no worries, but then I met the manager when I went to pick it up and the way it was handled was very cold and uncaring for something that ruined our Christmas. The attitude of the store is not the one I want to support and I have been a loyal customer, but not anymore.

I approached one of two sales clerks in the men's shoe department to inquire about where the women's fitting room was located, because I didn't know where it was. A young lady Hispanic was somewhat abrupt in tone, not really polite or professional, and it seemed to me that she seemed irritated about something. What that might have been I have no idea. I was polite and professional with this woman, and I expect to be treated in kind. Instead the young woman seemed put out, which only added to my own stress.

After I tried on the jeans, I then had to buy some shoes. Now this time while waiting at the sales clerk check-out counter, a young woman did help me. However, once she returned with my shoes, she immediately left me and never bothered to check on me. I felt abandoned. So, after I tried on the shoes and walked a little bit around in the shoes to make sure they were a good fit, no one still checked on me, leaving me feeling ignored. I then took my jeans and shoes over to the adjacent room to pay for them.

I waited in line behind a sign that said "The line starts here." When I got to the counter, the sales clerk rings up my order, but before I finish paying for my purchase, someone just threw their clothes right onto the counter before I'm finished. It's totally unacceptable. I felt somewhat angry and offended. And I swore to my self that I would never return to the Sears on 1st & Lander in the Sodo district.

When I called Sears.com customer service, the service agent said that the order was cancelled because the item was not in stock. The service agent further said that they checked about a dozen other sources before canceling my order but the item was not available. While keeping the service agent on the phone with me, I went online to Sears.com, where the item was showing "in-stock." Further, I went and checked local Sears store availability online, where the item was showing "in-stock" at both of the two closest Sears stores to me. In addition, it was "in-stock" on Amazon.com, and I checked Pricegrabber.com and it was "in-stock" at 13 other locations online.

So, Sears customer service basically fed me a load of **, and Sears.com didn't have the courtesy to inform me right before Christmas that they had no intention of delivering the product to me. Fortunately, it was "in-stock" at the Target, two miles from my house so I was able to purchase it anyway (albeit with the inconvenience of needing to hit a Target on the Friday night before Christmas).

I was on hold with Sears' service agent for more than 45 minutes trying to get a satisfactory apology--but never did. While I was on hold, I took screenshots of all of the "in-stock" availability to verify the truth in everything that I am saying. I took screenshots of the cancellation, I took screenshots of every email I received from Sears on this matter, as well as every Sears credit card email I received--basically to support that Sears never bothered to notify me in any way and I keep all my email records highly organized.

So, I guess the message is--if you purchase online from Sears, maybe you'll get what you ordered and maybe you won't, but don't trust the Sears brand name as something you can rely on to be decently notified if they cannot meet their implicit obligation to you. Apparently, they could not care less. I'll now copy and paste this message into every online consumer complaint site I can find.

Every time I need anything from this company, it is all drama, aggravation, and a great deal of my time wasted. So this morning I just spent 45 minutes on the phone with Sears (4 transfers and 4 times having to confirm my info and repeat my story) to find out that they cannot deal with intermittent problems - the leak has to be happening at the time they are there for them to do anything about it which is absurd. To make matters worse, there was no record of the promise that a second technician was going to come to my house yesterday. When I asked for a refund of my warranty plan, I was told that I still have to pay for the service call by the technician who not only did nothing, but left when I asked him to call his supervisor. When I complained about that, the agent hung up on me. Why do I go through this every single time I need service?

After about ten minutes, he informed me that the element is broken. He said it would cost as much to fix it as to buy a new dryer. Whatever happened to reuse, recycle, etcetera? I received a bill for just under 100 dollars with no senior discount. He was here, according to his bill for 10 minutes! I would have thought more like 20. That was equivalent to throwing away 100 dollars! As a senior citizen on very limited income, I feel that I have been ‘taken’. Sears used to have an excellent reputation in Canada.

I purchased an A/C unit from Sears who contracted another company to install it. They installed it improperly which caused water to leak to for 20 days. It took me two months and seven separate visits (including two from Sears technicians and three with the first contractors who initially installed), none of whom could identify the problem (rather, they identified other problems I had fixed only to find out the problem was not fixed).

Finally, Sears sent out a different contractor who said that the problem was blatantly obvious and actually dangerous. If you look at the coil, there are two holes, and in one of which, the white pipe comes out into something else. These guys stuck the white pipe in the wrong hole and sealed up the proper one--no one knows why. When I tell this to people who know HVAC, they all agree that it is blatantly obvious. But neither of the two Sears techs or the three different groups from the first contracting company saw it.

What a poor system and the worst service department I have ever encountered! I have now waited on the phone for 35 minutes for my second attempt to talk with the "boss". Useless!

No one has called back. The gas company technician inspected the appliance and piping/connections with a gas detection device, and found that some piping was improperly installed. Additionally, he noted that the vent for the appliance was improperly installed, and had fallen off. He left us a written report stating these findings. In the morning of 12/6/11, we called Sears installation (800-732-7747) to follow up, talked to Tiffany (251398), and Xavier (82015), and both of them refused to let me speak to a supervisor. Both said someone would call us back. No one has called back. At about 2PM, we again called installation (800-732-7747), and talked to Crystal (delivery dept **). She tells us that the supervisor who should call us back is in another unit, so she can't provide information as to why they won't call back.

We again explained to her that the gas service is off at Sears direction, and that we are located in Wisconsin, it is nearing freezing, and the water pipes in the home are subject to freeze. I asked when we could expect action, and she says 24 to 72 hours, that is procedure. She issued us claim number 116864. So what I understand is, Sears is willing to let tens of thousands of dollars of collateral damage occur, rather than responding to the problem. Are there any adults in Sears we can talk to? The longer Sears waits, the worse this gets.

I've actually complained before regarding their non-existent inventory tracking system. That was a couple of years ago and I don't know if they've improved their system on inventory data.

This time I ordered something to be picked up at a store and the confirmation email indicates that the package would arrive in 5 to 7 days. As is the policy with Sears, you should receive another email when the package is ready to be picked up at the store. Over 2 weeks have passed and no email. So I called customer service and was told the items had to be shipped by a third party and would take 3-4 weeks. I didn't believe the agent because the items are sold by Sears, not by a third party and the product page doesn't mention anything about taking 3-4 weeks to fulfill. So, I emailed Sears and was informed the package had already arrived at the store 4 days after I placed the order but I had to call the store to verify. Isn't it ridiculous they didn't even have the confidence to tell you that for sure and a customer has to make another call? I called and got the verification. My order page on the Sears' website has no tracking info and as a matter of fact, no info has been updated since I placed the order. Sears is years behind the curve.

Today, I went to pick up the order. I waited for 76 minutes, yes, more than an hour for them to find the items to no avail. They couldn't find them. They couldn't even tell me if they received the package. I just assumed the items arrived in a package, but who knows how Sears do things. I was so aggravated at that point and I had to leave so that I forgot to ask them how they could tell from their antiquated computerized system if the items were here or not. Basically their system shows what items I ordered, but no info on whether they are at the store or not. Yet they charged my credit card already. I am pretty sure Sears' policy is not charging customers until the order has shipped. Who does business like this?

In early 2010, I called the local Sears store to get contact information regarding this product’s warranty as one side of the mattress had sagged to the point it stayed more than 6 from the surrounding area. When I spoke to a customer service representative they referred me to Sealy, stating the product was actually one of theirs and they would need to handle any warranty issues. I then contacted Sealy through the phone number provided by Sears’ customer service, who informed me I must file a warranty claim online. At the website indicated, I was surprised to find a condition of warranty to be the law tag needing to be intact. As this item had indicated not to be removed except by consumer, I had removed it.

I wrote to Sealy regarding this issue and was informed: 1.) the tag was a basic condition of the warranty; 2.) I would have received a copy of the Sealy warranty at the time of purchase; and 3.) Sears is an active Sealy dealer and they will handle any warranty issues.

First, the tag clearly indicated I could remove it. Secondly, I was never provided with anything at the time of sale other than the receipt and a mail-in rebate form (I still have the original along with the receipts and warranties from all my major purchases). Finally, Sealy passed the buck back to Sears.

After a letter and several phone calls, Sears has also that told me the removal of the "consumer" tag voided any warranty and since I can't "prove" I did not receive warranty paperwork, they can't help me. So much for consumer protection, customer service, loyalty and what-have-you.

The last time they came they installed a new part. An hour later, the refrigerator was not working again. I tried to get them to come right back, but they scheduled another service call two days later. Before you purchase from Sears, be sure to check out all the customer complaints. I wish I did. I will never buy another appliance from them.

Anyway, I called this morning to clarify that I need someone to come early, so that they can fix it before I have to leave for a 1:00 doctor's appointment. I have called multiple times. I have been transferred several times and been disconnected. When I asked to speak to a supervisor, I asked for the phone number in case I was disconnected and was told the supervisor had no phone number. Of course, I was never connected. One customer service (? ) woman told me a supervisor could give me no help and hung up on me. Is there anyone at Sears interested in helping a consumer. Sears said that if I called whirlpool service, they would not honor the warranty. Is there was a lower rating than one star, that is what I would give Sears.

I was confused, and asked if the $70 would include an estimate for repairs and parts? She replied with yes. So why would I prepay, not knowing what might be involved? I didn't understand, and told her this seemed very odd, and like a hard sell. I explained that given such an odd option, I wasn't very comfortable with their service and wanted to consider my options with other service companies. She hung up on me! Wow! Rude to the max, and really aggressive, and unprofessional. I was shocked! I am now looking for other service teams that service Hotpoint and Kenmore products. I'll order the parts myself online, and repair it, if needed.

Friday. After learning this would I have been better off returning the original treadmill for a refund that day then to turn around and repurchase the same one for $100 cheaper 5 minutes later? If it wasn't such a hassle, I would have.

The day I purchased the treadmill, we were straight up lied to by the sales associate. My wife and I have purchased numerous items over the years from Sears which include some more costly items. We are extremely let down by this experience and hope this letter will at least raise some concern about policy and customer service, and hopefully prevent the loss of faithful customers.

I have received a couple generic automated responses. They said they were sorry but they were going to stand behind the sale associates decision. Really? The decision to lie right to the customer's face!

Sears is the worst shopping experience I have ever had!

The cashier has no idea what to do and it is very obvious so we requested to speak with a manager. This manger was the least professional, complete lack of any customer service skill, was just down right rude and sarcastic to the point that my daughter was so upset she cried. My husband and I have been customers for Sears since 1996 and I have never seen such lack of management skills in my life. I requested he give me his business card and along with the name of the cashier. He never gave a business card, just wrote down first names for me on scrap piece of paper. Questioned the manager why he had no name tag, he said he was not required to wear one. The cashier was also not wearing a name tag. I have never had such an experience where the customer is at fault and the employees are guilt free.

I now have to wait till November 30 to have my broken dishwasher repaired! Tomorrow is Thanksgiving and I am cooking for 12! I am not a happy camper at all. I have always had good results with Sears on their maintenance plan but this time is totally ridiculous! I called the customer service line, 1-800-469-4663, to voice my complaint only to be cut off by one foreigner. I had to call again and go through the entire process for the second time since being canceled today. I asked to speak to a supervisor. I was put on hold listening to music for 35+ minutes when I finally said enough is enough! Either they put me on hold to no one or that the supervisor sure has a lot of complaint calls to handle.

This is unacceptable to me, being stood up by the tech and on top of that, being totally ignored by the supervisor in Customer Service. Please get some competent help! I have used Sears for years and don't feel I should be treated this way at all. I just want to be heard and to be understood, as a valued but dissatisfied customer. I will be waiting for a prompt reply.

P.S. Maybe Jessica, who made the original work order for me, would like to stop by tomorrow on Thanksgiving and do dishes for me!

Immediately upon leaving I could tell something was not right with the brakes, but thought hopefully just because they are new brakes. I drove it with bumping, shaking and noise until I could have my dad check it the next day. He told me to take it back because the tear brake was not adjusted right and the brake was so hot it would burn you. The tire was basically locked in place and being ruined in the process. I took it back and they agreed to look at it and found it was totally messed up (not adjusted properly) and even replaced my rear tires because it damaged my tires in the process.

After another 2 hours, I took the car though the incompetent tech told me that I also needed new front brakes because they were now causing a vibration. I thought maybe he was just trying to get more money out of me, so I just told him that couldn't be the case because I had them repaired by the dealership earlier this year. He told me I should have them check them. I told him there was no shake or vibration at all and I would be back if there’s still an issue. Sure enough, as soon as I stop with any speed, the whole front end was shaking. I called back and spoke with the "manager" who told me to bring it back again. I took it again this morning for another 1.5 hours so they could adjust the drums on the rear. Again, something that should have been done properly from the beginning. No empathy or apology was given. Unbelievable customer “no” service! I have wasted nearly 10 hours of my time, lost numerous hours of sleep (I work 2nd shift) and wasted gas driving back and forth from Thomasville to High Point dealing with this.

We will never buy another Sears product, or a product from Sears, ever.

After scheduling an appointment, the technician did not show up on time and Sears Customer Service says that they do not have an ETA. I need to wait at home until I hear from the technician no matter how late. So what is the use of scheduling an appointment?

They also ensure that you cannot talk to a senior person in customer service who can do something about it. This is extremely disappointing customer service. It turns out that a lawsuit had been filed for the particular problem that I had with the refrigerator.

My suspicion is that if you are infirm or elderly, the installer will do whatever he/she pleases, and there is no care given to ensure quality. We had a similar problem when we tried to get them to install a garage door opener for my parents earlier this year. Why I thought they could do better is beyond me. I will never use Sears again, believe me.

Thank goodness for the caregivers who were able to tape the dryer vent together so that the product was usable. Shame on Sears for poor customer service and for letting someone commit elder abuse (for that is what it was). Sears should be ashamed.

In all the bends, the cracking starts then spiderwebs out. Sears is refusing to replace it again now saying it's not covered after three years, they say it is cosmetic. To me they are still replacing the original top that cracked and everyone they replaced has cracked. This is a $700 part. Replace it again and again is not the fix as there must be a defect in design or using insufficient amount or sub rated enamel. Give me some insensitive to buy another one. Was told Sear's can't do that, then everyone would want that done and person I talked to laughed when I told her, "Sears used to care if a customer was happy and would go way beyond to make sure the customer was happy. Is it this day and age or since sears and Kmart merged that they no longer care."

Sears sided with the incompetent Pacific Express and I am amazed that Sears still uses this company for service. Beware consumers.The BBB will hear from me about this company and Sears' handling of this issue.