Sears Reviews

2010 Kenmore Elite Washing machine purchased from Sears. January 4, 2015 called Sears service department to make repair appointment. Machine makes very loud clanking noise when washing. When I called to make the appointment, a representative did an excellent job at selling me a service contract which I purchased for $348.41 (Certificate enclosed). Service appointment was scheduled for January 19, 2015 8:00 am-12:00 pm (order ** email confirmation attached). January 19, 2015 first technician arrived, opened the washing machine door, moved the tub around a little bit and said "Ok I know what it is wrong with it, its the tub." He left and said that a Sears representative would contact me.

I speak with a Sears representative who tells me that I was being processed for a replacement machine and that I should go to my nearest Sears to purchase one and give them my phone number where they would see my $500 reimbursement towards a new machine as part of the service contract that I purchased. I proceeded to ask the representative if the washing machine could be fixed since it was not that old and they explained that the technician put in the order as a replacement not a repair. I told the representative that I thought I was entitled to decide for myself if I wanted a replacement or a repair and they said I was. The technician never gave me the option. The representative looked it up and explained to me that the machine needed a tub replacement which would cost about $613 with parts and labor and that I was entitled to $500 reimbursement which meant that I would have to pay the difference of $113.

I told the representative at that point that I wanted the machine to be repaired and that I would pay the difference. A new comparable machine costs well over $1000 which would mean that even with the $500 I was receiving I would still have to pay out about $700-800. The representative explained to me that since the service order was put in as a replacement, the whole order would have to be done again and that I would have to make another service appointment for another technician to come out to look at the machine again to determine which parts were needed and to be ordered. This is where the real chaos began. The representative began the process and put in a new service appointment for February 3, 2015 (order ** email confirmation attached). I also purchased a protection agreement for my dryer that day for an additional $339.88 (certificate attached).

Due to a family emergency I had to reschedule the February 3 appointment. A new service appointment was made for February 10, 2015 3:00-7:00 pm. February 10, 2015 technician never showed up. February 11, 2015 called Sears service and the representative stated that there was nothing in the system showing a February 10th appointment. Made a new appointment for February 28, 2015 3:00 7:00 pm because nothing else was available.

February 28, 2015 technician (second one) was supposed to arrive between 3:00-7:00 pm. At around 8:00 pm the technician called to say that he was running late and would be at my house in about 30 minutes. The technician arrived at 8:45 pm. He looked at the machine and told me the parts that needed to be ordered. He put in the order and told me that the total for parts and labor was $548.34 minus the $500 I was entitled to toward the repair so I was responsible to pay the difference of $48.34. I agreed and paid the difference with a check (copy of receipt attached). He ordered 2 parts: a tub assembly out and a tub assembly. He also explained to me that this particular repair needed 2 technicians and that he was putting that in the service order as well. He ordered the parts and made a new service appointment for the repair for March 10, 2015 8:00 am 12:00 pm. Email confirmation is attached for the March 10th appointment (order **).

March 9, 2015 parts were not received on time and appointment had to be rescheduled pending the arrival of the parts. I called Sears service thinking that my service appointment was for March 10 like the technician told me but it was not it was set up for March 17. I went back and looked at the receipt and it was March 17. Yet Sears sent me a confirmation for March 10th!

Out of the two parts that were ordered, only one was received. Although both parts were shipped together, they were in two separate boxes. The second part was delayed because of weather and ultimately delivered to a UPS access point on March 11. I called the access point and asked them to hold the package until the next day when I would pick it up and they agreed to hold the package. The next day when I went to pick up the package the person at the access point said the package was given back to the UPS driver the night before because they could not hold a package that big there. UPS returned the part to Sears claiming that I refused the package. Therefore, the appointment for March 17 had to be rescheduled again. A new service appointment was scheduled for March 20, 2015 8:00-12:00 pm.

March 12, 2015 I speak with a Sears representative who looked up my account and saw that the part was indeed on its way back to Sears and put in a new expedited order for the part. I received the part on March 17. March 20, 2015 technician arrived at my home. The technician claims that he was there on an initial service call not a repair call. He had absolutely no information on what was supposed to be done on the machine nor any prior information on my case. He claims that his company had no history for my case. I explained everything to him and he said there was nothing he could do that day, that the repair needed 2 technicians and that another technician could not be sent out that day and that I would have to make another service appointment.

He scheduled a service appointment for March 26, 2015 1:00 5:00 pm as he stated that was the first available appointment (email confirmation attached order **). I called in to Sears service and explained what happened and asked to speak to a supervisor because I wanted an earlier appointment. A supervisor by the name of ** took all the information down and said he would see what he could do and call me back. He called me back about 15 minutes later and claimed that the next available appointment was for March 26 and there was nothing sooner available. March 23, 2015 I realized that I had not received an email confirmation for the March 26th appointment so I called Sears service to confirm the appointment and I asked them to email me the confirmation. The representative claimed that they had no way of emailing me the details of the confirmation.

March 26, 2015 technician arrives at my home at approximately 4:00 pm (the same technician from March 20). Shortly thereafter a second technician arrived. They were ready to do the repair and when they opened the boxes from the 2 parts that I had received, they noticed that they were both the same exact part and could not do the repair. The technicians were at my home from 4:00 pm to 7:00 pm on the phone with Sears service trying to resolve this issue. They came back to me with that the parts and labor now totaled $571.77 and that I would have to pay an additional $71.77 in order to put the order in for the correct parts. I asked them about the $48.34 that I had already paid to the previous technician and their response was that there was nothing in the system regarding that payment and they could not deduct that amount without prior authorization from their company.

I paid the difference of $71.77 with a credit card (receipt attached) just to get this done. The technician put in a new service repair appointment for April 3, 2015 10:00 am-2:00 pm. I received an email from Sears repair service indicating that they were trying to contact me regarding the parts relating to my scheduled in-home service.

March 30, 2015 I called the Sears repair service department to inquire about the email and they stated that I did not have an appointment scheduled for April 3. They also stated that I had 4 parts that were being delivered to me. I have not received the parts yet. They could not give me the service appointment for April 3 as they claim it was no longer available. I was forced to make a new service appointment for the next available date of April 7, 2015 1:00 5:00 pm. The receipt given to me by the technician on March 26 clearly states at the bottom the reschedule date of April 3, 2015 10:00 am-2:00 pm.

March 31, 2015 I decide that I must write this letter. What I have experienced for the past 3 months with Sears service is completely uncalled for, unprofessional and frankly should not happen to anyone. I have had to take numerous days off from work for this. I have even had to pay people to stay at my house to wait for the technicians so that I could go to work. I work for the government and I cannot take time off so easily. I have been going out to wash clothes at the laundromat which is extremely difficult since my schedule is so busy. With all of that said, I expect whoever reads this letter to make sure something is done. I demand to be compensated in some way for all of my time lost, money lost, and for all of the anguish and frustration. Every single time I called Sears service I had to tell the representative that answered the circumstances all over again.

By now I have told the same story about 20 times and spend unfathomable amounts of time holding and speaking with representatives from Sears. No one and I mean no one has time in their life for this. Even the last technician that came to my house and spent 4 hours on the phone trying to figure out what was going on said that he had never experienced something like this. It is just downright ridiculous. At this point I believe that Sears should supply me with a new machine and reimburse me for both service contracts that I purchased and give me the service contract for free and reimburse me for the out of pocket expenses that I paid for the repairs $120.11 and the laundromat expenses. I will never get my time back but something needs to be done to defend the Sears reputation.

Before I end this torturous letter let me bring to your attention that I have now received six (6), yes 6 very large boxes that are taking up my kitchen and basement. I now have 3, yes 3 of the same part number sitting in my home. See the pictures attached. Pictures are number with box numbers 1, 2, 3, 4, 5, and 6. Picture number 1, 2, and 3 are all the same part number (3045ER0048M). Now if upon reading this letter the person reading it does not think that this whole thing is the most ridiculous and utterly frustrating thing to happen to a valued customer, then I have no other words.

Once again I called the 1-800 number and have been given an appointment for Monday 4/6 from 3-6 and assured that it would be a different technician. I am completely dissatisfied with the poor customer service, professionalism and incompetence of Sears and their outsourced workers. I heavily regret purchasing an one-year warranty on my appliance which has cost me $277.99 and have asked for a refund.

Sad to say, Sears is no longer the reputable company they used to be. They are closing stores throughout North America and we are done buying from them. I am making it my mission to share this lack of customer service with all relatives, neighbors, friends, business contacts, people I meet on airplanes etc. as possible in hopes of saving them from this nightmare.

Called Sears this morning to find out status of my request and was transferred 3 times before getting ** (customer service person) who apologized profusely that I hadn't talked to him first as he would "escalate" my call to a tech supervisor/manager and that I would receive a call within one hour (that was at 11:21am). As I had prior commitments, I gave ** my cell phone number as the contact number and proceeded to turn my cell phone on loud enough to be heard and continue with my day.

When I returned home, I had NOT been called and there was no message on my home phone, either. I called Sears customer service at 3:54pm and expressed my annoyance at the entire situation (and have been purchasing bags of ice for the past four days). This time, the customer service rep named **, transferred me to a manager named **. He had me on hold for a while and when he came back on phone, stated next available appointment was for Tuesday, 4-7-15.

I must admit, I went off (not cursing, though). Told him that was unacceptable and someone needs to be here tomorrow. He put me on hold, again, and when he came back stated scheduling couldn't "fit me in", but I would be placed on a "first priority" list (in case someone cancelled, I'd get a call for service), but that the 4-7 Tuesday appointment between 8-12 was the best he could do as the scheduling department "would not cooperate or budge". This is LOUSY customer service.

Now, I have to go through the Easter weekend with no ice (unless I purchase more from the store). I WILL NOT renew any service contracts with Sears, nor buy any appliances from them. AND I will tell anyone and everyone NOT to buy anything from Sears as they are insensitive, incompetent, uncaring, and flat out JERKS! I'm an English major and I cannot think of enough words to describe their lousy service. Now, I'll take my rant to the internet...

Secondly you have thirty days after your warranty runs out to call the warranty department to claim your buyback if you had no claims and get a coupon good for 90 days. They are supposed to call you 6 months previous to running out. I had a major appliance with no claim this summer, they did not call and even verified they did not call so I wanted to use my coupon since they did not call. They would not honour even though they did not call which is in the contract or even discount a new fridge upgrade if this one can't be fixed. So be warned if they offer you a warranty on your appliance and hopefully you will not have to live with rotting food in your kitchen to get what you paid for. Shame on you Sears.

After spending literally weeks of time, and hours on the phone to Sears and being passed around like a bad check, they FINALLY offered a $500 credit for a new stove. Big deal... I couldn't even replace a third of this stove for that price... and there is no way I could ever rely on Sears if an appliance needed fixing. I finally got them to get me out of this evil fake contract for $187.00, but I don't doubt they will try and find a way to take even more money. Never have I had to deal with so many incompetent, corrupt people in my life. I will not shed a tear when they finally go out of business, it is long overdue.

This morning on March 31, 2015 we called Sears Customer Service at 7:56 am and the agent stated they cannot provide the technician's company or name and contact but that I could call back at 8:00 am and get the 2 hour time frame they would arrive. I informed the agent that we were the first scheduled appointment and we are at the cottage, so who is the technician and what time would he/she arrive. However, the agent said I would have to call back after 8:00 am. I called back at 8:06 am, spoke to a new Sears Customer Service agent. The agent stated there still wasn't anything in their system and the technician would arrive sometime between 8:00 am - 5:00 pm. I reminded the agent that I received a voice mail that stated we were the 1st appointment of the day and that we were told the technician would arrive before 10:00 am.

They stated they did not have that in their system and we would need to call back and see if the technician assignment had been updated in their system. We called back at 9:05, my husband spoke to a Sears Customer Service agent and they stated the technician would be arriving at 10:35 am. We were at the house the entire time, no one showed up. Then at 11:15 am we received a voicemail (the Sears Customer Service agent was laughing while leaving the VERY disappointing message), that we would need to reschedule the appointment and that they see we are not home at the time of the technician's arrival. We have been at the cottage the entire morning, large vehicle in the driveway with doors open and no one stopped at our house. This has been the same outcome the previous 4 scheduled appointments.

Each time they state no one is home but we are there and make special arrangements to be there such as driving 5 hours round trip to be there or making other arrangements through contacts to be at the cottage. We have lost wages, gas expenses, and an excessive amount of time due to these continuous issues and lack of service. I called Sears Customer Service to have this addressed and waited over 35 minutes to speak with a Supervisor, during the 35 minutes of holding the agent did checkin and let me know I was still holding for the Supervisor. The last check in she disconnected the line, so holding all that time to speak with a Supervisor was all for nothing.

This has been the most costly and unprofessional experience we have ever had in dealing with a warranty repair group. This original work order ticket was established late August 2014, it is now March 31, 2015. I have been informed by Sears and American Home Shield that the next available appointment is April 15 (more than 2 weeks away). The seal on our refrigerator does not work so the refrigerator is wasting energy and not properly cooling. I made several phone calls to find out what group was scheduled to service our refrigerator and found that it was the local Nags Head, NC Sears Repair office and that ** was supposed to be repairing our refrigerator. However, ** did not call us and they did not show up as they stated they would. I have both voice mails from the Sears Customer Service and will be happy to share those with you.

Now i lost two days of work with NO PAY and CANNOT use my washer although I have a Sears Master Protection Plan. Sears is no good for repairs. I recommend DO NOT BUY ANY ELECTRICAL APPLIANCE FROM SEARS because they do have technicians and continues to give you excuses upon excuses. Stay away from them. This is very upsetting and ridiculous and all they tell you is that we are SORRY.. I will be seeking reimbursement for my two days of lost work and would NOT be buying any appliances or home warranty from Sears.

I called Sears to request a replacement refrigerator from a different manufacturer only to be told by **, a supervisor in Sears customer service, that Sears only replaces refrigerators with four or more repeated failures. When I explained to her that Sears replaced the first refrigerator with the exact same failure she told me that that refrigerator had four failures. I countered that this refrigerator failure was identical to the previous failure. I continued to explain that we purchased the top of the line Kenmore refrigerator from Sears for well over $3000.00 and that I expected some basic quality. I was told told that they understood my frustration but that there was nothing Sears could do and then ** rudely hung up on me.

I am almost 70 years of age and have been a Sears customer all of my life, but I WILL NEVER AGAIN PURCHASE ANYTHING FROM SEARS AS SEARS HAS TURNED INTO A FLY BY NIGHT, CHEAP, UNETHICAL COMPANY THAT NO LONGER HONORS THEIR WARRANTY COMMITMENT. Don't buy from Sears!!!

I will NEVER buy a Kenmore appliance again because of my experience with the 1-800 - Warranty person, who is so automated on the phone and does not humanize her job... to the 1-800 warranty person questioning and suggesting that I should not use my warranty as there are 3 years remaining on the warranty and then I would be entitled to the reimbursement of the warranty dollars. What a JOKE!!! Why would I be calling to place a service call and then you recommend that I withdraw my call so I can receive money back... I purchased the warranty for a reason!!!

DO NOT BUY KENMORE APPLIANCES. YOU WILL REGRET YOUR DECISION AND THEY HAVE THE WORST SERVICE FOR WARRANTY REPAIRS... Don't hold your breath waiting for a call from the your local service company or while waiting for the part to arrive.

I receive a message on 3/17 changing the time to 8-12. I call and say my appointment for 3/18 needs to be between 10-2 as originally set, for 3/18. I take 3/18 off of work and wait for the techs to show up. I get a call on 3/18 "reminding" me of my service appointment for 3/19. I did NOT schedule it for 3/19; I needed to work on 3/19. The earliest they can reschedule me? 3/26.

And when I spoke with the schedulers and supervisor after being disconnected, after waiting three hours for a return call, after useless apologies, I request a discount. I'm to receive a $30 "gift card" which, after over a MONTH of having a dryer out of service, is somewhat cold comfort. The technician was astonished and apologetic about the delays. He just shook his head and apologized. And he and his helper fixed the dryer.

I contacted the store about the problem but was always told the company policy about keeping the bed for 30 days. So, I disputed the charge with Cap One and was supported at first. Until Sears told them I changed my mind and paid with cash instead. NOT TRUE! Sears even sent me a refund check. I called to notify them I never paid with cash, that my MC purchase wasn't canceled. But to no avail. The consequences are, Cap One rebilled the $491.18 back to my MC. Sears said I still have their bed set even though it was picked up after the 30 days I was forced to keep it. And due to increasing back pain from sleeping on my couch for 30 days, I had to buy another bed from Ortho mattress that cost me an additional $215. Although I finally had the full, firm mattress Sears didn't provide.

The finally tally in just $$ is $443.48. The health costs between my back pain, increased BP and repeated frustration and aggravation is astronomical! I will never do business with Sears again. And however this is resolved, I will transfer all the balances to another CC company and close all the accounts I currently have with Cap One. Both these corporations are dead to me!

The LG TV was bought around the Holidays and it was used mostly for my son's video games. It stopped working within a year and we called LG. They set out a repairman from Virginia and he said the TV's main board was fried and it could not be repaired. We have used Sears products for many years and these two bad experiences have turned our opinion of Sears from very good to "I will never buy anything there again." I want to drop off the grill and the TV in their parking lot and let them deal with the recycling of both of these items -- Not Happy in Pasadena.

Everyone wishes they could help but their hands are tied. I have suggested that they issue store credit, cash, I will take any form of compensation but no, all they can do is provide a replacement... but oh wait, they cannot provide the replacement I actually want, a mattress that won't sag again in 3 months forcing me to do this all over again. It appears to me they do not care about their customers, they simply want to stonewall and hope we go away. We had to sleep so we're forced to buy another mattress and set this one up against the wall in the guest room. RUN FROM SEARS - they do not care about their customers.

I spoke with district manager, they said they would reschedule for Saturday, which is tomorrow. I never received confirmation written, only verbal Saturday delivery. I phoned central office, and was told my delivery date was cancelled by mistake and cannot be delivered until Wed March 25. Also was told there was not a water hose added to the order for delivery and set up. I am disappointed and hope that is not a omen to Sears and their products. I have been made unfulfilled promises, order written incorrectly, and it followed through with services.

I asked for my money back and she told me that they would have to deduct the fee for the guy coming to my house and that I would get the reduced amount in a few weeks, but first I would have to cancel the appointment. I asked if a repairman could be sent out after their schedule or tomorrow, on overtime if necessary. Nope. Can't be arranged. This is the worst service I have ever received and I strongly advise everyone to stay away from Sears. The reputation that they had many years ago should now be in tatters. They are the worst.

I was supposed to receive a response before 9 pm that evening, which I never received. I made another call today to find out the status of the set-up which was then escalated to a Manager. The manager told me that Sears was not going to set up my bar set but he offered me $150.00 toward the $300.00 set-up fee. Well, as much as I was looking forward to having this set on my deck, I told the Manager that's not acceptable given the fact that three Sears representatives told me that my item would be set-up and that they scheduled it three times but to no avail. It's about the principal and about owning up to your word and commitments which Sears did not do. Therefore, I advised them to refund my money and make arrangements to pick the item up. I'll find something even better from a company that appreciates my business.

I also filed a complaint with the Better Business Bureau which Sears has until March 26th to respond to. At the very least, I expect a full refund of all money charged to me related to this purchase. I would also expect that given the horrendous service I've received, Sears would provide additional compensation for my time, extreme inconvenience and suffering incurred trying to resolve this issue.

Tech arrived, replaced a sensor, waited 48 hours. Problem not solved. Same tech arrived, discovered a manufacturing defect that he said could be allowing freezer air to leak to fridge. Fastened control panel to close leak. Problem not solved. At this point customer service tells me the fridge must be unsuccessfully repaired 3 times before warranty replacement applies. A second tech arrives, observes that there is too much time between the end of the defrost heater cycle and the compressor restart, says we need a new control panel which had to be ordered, and thus will require a fourth half-day.

Control panel arrived and was installed. Problem not solved. At this point customer service says we just need one more tech visit to confirm that no further repairs can be made. I complained that this was not what I was told, and nevertheless scheduled half-day number 5. The tech we had seen on the first two calls first asked if the thermometer in our fridge was his because he was missing one just like it. (All this time it has been a baffling situation, because we have been keeping a thermometer inside the freezer, and it almost because we have been keeping a thermometer inside the freezer, and it almost always reads between 0 and 5 degrees F. Regardless of this observation, even with the control set on the absolute coldest position, our orange juice and ice cream are never properly hard frozen.) He then pronounced that THE PROBLEM WAS WITH OUR ICE CREAM!!!!

Despite having made a couple of calls while in our home that didn't seem to be about our business, and ostensibly going outside for a call that did, the tech refused to stay while I called customer service. Customer service directs me to schedule another service call, and a new tech discovers that the thermometer that has been consistently reading 0 degrees is actually between 10 and 15 degrees off (Curiously, I discovered another thermometer, identical to the one that the the tech on call 5 had claimed as his...I don't know which is which at this point, but it's easy to jump to conclusions). At any rate, the outcome of this call is that more parts will be required.

I ask the tech to talk to customer service and he complies. After some discussion, customer service tells me the policy is now FOUR PART REPLACEMENTS before warranty refund/replacement. My 7th half-day with A&E is scheduled for next week. I am posting this complaint to have a written record of my experience before that occurs.

There was one associate. He did not fully understand my situation. He kept talking over me. He even told me what I did online - which he could not have known. I told him he was wrong. He replied with an arrogant comment "well 2+2 = 4". You clicked on the wrong HDMI cable. How could he know that? There was only one HDMI cable that popped up. Very rude and no customer service at all.

There was another associate. He was standing there and he made understanding comments. He stated that the wrong photo could have come up. Without saying much, he stated understanding comments. I wish he was the one who made the sale and not the other one. Plus for the most part the rude associate did not make eye contact. I hope to never have to deal with him again. I understand that I was over the 30 days, but I do not wish to be treated so rudely.

However, I did tell them over the past years, we bought very many appliances, and because of this it would be the last. They didn't care. And I do promise never to buy anything there again. Now being the beginning of spring, I decided to buy the parts myself. Went online after totaling 4 burners, 4 diffusers and the carryover tube. My total came to over $122.00. I don't think it makes sense to pay that much to replace the parts when the grill only cost $200.00. So lesson learned - I will buy a Weber. Hopefully, they will stand behind their product. P.S. All the information should be recorded through Sears. I called a couple of times and sent e-mails. Nothing worked.

Between the incompetency of the delivery team and the service department I have lost at LEAST a week’s PAY + all the $$ I’ve spent at the Laundromat! I curse the day I purchased this $2,000.00 washer/dryer at Sears. I hope someone will come to their senses in Sears and treat their customers that spend their hard earned $$ with the respect they deserve.

Well Sears originally installed my tank so that was done incorrectly by them... I feel they should take responsibility for that. But, I agreed to pay the 132.00 cash or check only. So, a week later excited because my basement is totally in a disarray due to moving things to get out of way for tank to be brought in and installed I’m going nuts. Another installation person ** from Galaxy remodeling again comes in and tells me he needs to change those water lines and install a cutoff (which first guy told me and I agreed to $132.00). Also he need to install a new gas cutoff because they don't turn nuts anymore. So now it will cost $325.00. That was just crazy. So I called Sears guarantee, all I could get was a rep. (Ms ** ) whom just kept saying they are not responsible for plumbing. I asked for a supervisor, everyone was in a meeting I was told.

Refused to pay a price which was almost $200.00 more, where does it end and it can change with every new installer. Asked could he just leave the tank and was told if I pay $60.00 delivery fee. After the installer left me still with no tank now it’s been 2 weeks, I called back, requested to file a corporate complaint and was told there was no place to file except for by mail. Now what.... I still have no tank! I have always trusted Sears and would have recommended to everyone, but now I have second thoughts about Sears as well as its Guarantees.

So to get this all straight, Sears lies when they tell you that you won't be paying labor costs for the home visits, only parts, once the repair man gets here they charge you 5 times the price for parts, then still charge you labor. This is price gouging. We will not be using this repair company or buying from Sears ever again. Want to know why these old stores are going out of business? They are ripping off their customers. What happened to treating customers fairly, so we will come back?

After months of phone calls, complaints, and Sears passing the buck, so to speak, Sears refused to take responsibility for the damage their repairman did and the warranty/insurance policy that subcontracts for Sears also refuses to cover the costs. Sears is obviously NOT a trustworthy brand and their response has been shameful. Anyone reading this should beware! If you are in a financial position to do so, unlike my retired parents on a fixed income, you are better off creating your own savings account to cover your appliance repairs.

Wednesday, my wife left early from work to be home when they came in. When she called they said they are running late and will be there only after 5:00. They called back and said they can't make it in today and will have to reschedule. Don't care about customers in anyway. Very rude people. All they are about is to sweet talk people and make them pay for their products and once the money is credited for them, they don't care about customers. No one should ever buy anything from them.

I ordered the Ottoman on 27th of February and didn't get a call from the store until today March 11, 2015 and I was informed that the item has been sitting on their dock for the past three days and they were wondering if I was coming to pick it up or if I wanted a refund. I informed the lady that I have been trying to get a refund for the past 2 to 3 weeks and she said that's insane because the online support could have easily refunded me before the item arrived to the store. I don't normally order from Sears.com but I don't think I will order from them again after this.

The technician was supposed to call me before they came but did not call until they were at my house and I did not have time to get there so I had to schedule another appointment. I was told it would be almost six weeks before they could schedule it. So I still don't have a working mower and I told them I want my money back - I won't hold my breath! What a rip-off!! Very very dissatisfied, will never buy anything from Sears again!

Ten minutes before they were suppose to arrive I get a call from them saying that they were going to have to cancel. I told them that this would be the 3rd time that they cancelled on me & it wasn't an option to cancel on me again. I told them that I didn't care what they had to do but someone better be at my home at 1pm as scheduled. A&E called me back 2 minutes later and said they were sending someone and they had accidentally got me confused with another customer. That was a lie. They just thought I'd say okay and wasn't going to flip out on them.

Come to find out the repairman was called and asked to go to my home on 5 minutes notice. He shows up with no parts because he didn't know he was coming. I was going to be charged $112 for a service call, $285 for the parts and the fix & then another $112 got having to come back out! What a pain in the ass! I could buy a new washer for that much and not to mention all of the time and aggravation that they put me through. Also make sure to not buy any Samsung products in the state of Wyoming because no one will work on them except the A&E people who are out of Denver!

It is now March of 2015. I have been calling Sears since August 2014 and I continue to get told that someone will be calling me to take care of my issue and they apologize for it taking so so long. They will not let me talk to a manager. I get told it will be escalated higher and someone will call me which has yet to happen. It has now been nine months.

I have been a big fan of Sears for 30 years, and have bought many many many things. To refrigerates, dryers, washers. My pole barn burnt down years ago and bought tons of craftsman tools. I have always had Sears fix all my appliances for years, and notice the quality going downhill the last few years. I always loved Sears because I TRUSTED them. But now the trust is gone. This is sad. I bought a shop vac the other day from Lowe’s for my son because what I went through with Sears. The Tech. is coming again today. Bet you it won't get fixed. I hope someone will see this and solve the problem.

I also stated that if they brought me a new mattress and box spring the same size as the ones they need to haul away, then they should have the space for it. They declined to take away my old items. They suggested if they could come pick up the following week, to which I replied that I needed them to remove my old items at the time. They sustained their position on not taking the old items. The second option they gave me was for me to contact someone on my apartment complex to "come and pick up my items, and throw them in the dumpsters". At that point I was in disbelief, I stated I will not risk anyone from my site to come and remove something I had already paid Sears to do. They left without removing my old mattress and box spring as agreed. This is a Saturday in which I had other plans, and everything was altered because of this poor service.

The second upset is having to stay home trying to make contact and trying to reach for customer service representatives to help me solve this situation. I made 5 different calls to different numbers. Some suggestions opted for pick up later the following week. This has been a very frustrating. This is just another example of a very unprofessional way to deal with customer service and their satisfaction. Very poorly handled. Sears is very good at selling you services but bad at delivering their promises. If they are paying external companies to deliver for them, they need to make clear what their responsibilities are with their clients. They have failed a long time customer. Not the first time. But I always give second chances. I will not recommend Sears again unless you are doing your own pick up.

We purchased a mattress from Sears. It is sagging more than 6 inches in less than a year of purchase. We tried to deal with them over the phone and the customer service agents were so robotic and hung up when they could not answer questions they are not willing to or able to provide the best service. Then, we went into the Sears Outlet on 2633 Sweden Way on February 11th, 2015 and we were assured that Sears Corporate Customer Service - Furniture Medic would come in and assess our issue with the mattress within one week. NOBODY contacted us! We escalated the problem all the way up to the CEO's office ** and they told us, "We will have an appointment arranged shortly." We finally got an appointment for March 19th, 2015; 5 WEEKS LATER.

Now I am preparing myself for the second phase of having to struggle with Sears after all the reviews I have read ** and I fully expect them not to find anything wrong with the mattress and yet the amount of pain is ridiculous even though we are not large people. I did not have back issues prior to this mattress but my husband does and his back problems are more severe being triggered by using this mattress. My husband sleeps on the floor and I stay at the edge of the mattress so that my body doesn't get as sore as sleeping in the middle. Waiting for an appointment is very painful and we have been suffering in the meantime. But Sears could not care less!

I provided Sears with links of reviews on Kingsdown mattresses which are extremely negative but ** from Sears Executive Office Email: ** replied, "Unfortunately I can not authorize for anything till we have received the report from the furniture medic." I am constantly monitoring the open work order for any changes. When we decided to purchase from Sears, it was because we believed in their New Satisfaction Guarantee Hassle Free Shopping but it has been a nightmare for us. We feel like we have been robbed and wish we never experienced dealing with them.

So I call the number and wait to speak to someone. When I get a person and tell them my situation all they can say is sorry and offer me a 100.00 gift card. They are telling me that my bed sets will not be delivered until next week the same day, this is a whole week away. I ask to speak to a manager twice and each time the lady says the manager is on another call and can't speak to me. After about 20 mins of getting nowhere the lady says she will have the manager call me within an hour and we end the call. At this time I'm so upset, I have two bedrooms tore apart (only 2 because my younger children share a room) and sitting in my living room so I look online for Sears customer complaint number and I call them. All they can do is say sorry it is a manufacturing problem not theirs and offer me 10% off my bill.

I still am not satisfied with this. I will have to miss 2 days of work and I had to bring back the bed sets I throw out in the snow to be discarded. I wouldn't be so upset if they would of said the day before when they called to confirm delivery that they had to change days, or even just one day late, but a whole week is inexcusable. This is the worst delivery and customer service I have ever received. So I have to wait an entire week longer for my delivery.

I waited the month, but the new treadmill never arrived on the scheduled delivery day. About an hour after the delivery window I called Sears Home Delivery and was told the driver called in an hour before and claimed he could not deliver the item because of inclement weather. This sounds good if only it was true! The weather was fine - no snow, rain, etc.!! Why didn't they call and tell me about the driver's baloney report? Obviously they had other problems or they just wanted to take the rest of the day off and covered themselves with the inclement weather lie.

Now I have to wait until next Friday - they only deliver to my area on Fridays. Don't use Sears Home Delivery - they use third party delivery companies which appear to be largely incompetent. You will definitely have problems and hassles.

To date, the following has happened: The store cancelling the order - wait 3 to 5 business days as a response. Me trying to cancel the order several times online. An email from customer service on Dec 30 where it was supposed to be cancelled and resolved - wait 3 to 5 business days as a response. A direct call to customer service on January 22 where it was supposedly cancelled on the January 21 and wait 3 to 5 business days as a response. An email from customer service on Jan 29 where it was supposed to be cancelled and resolved and wait 7 to 10 business days (Yes, I guess it was decided that the standard "3 to 5 business day" lie was getting old and maybe they should start a new lie). An email from customer service on Feb 16 where it was supposed to be cancelled and resolved and wait 7 to 10 business days.

I believe this is much more patience than most would have, but my patience is now over. Therefore, I am in the process of getting this information out in as many forums as I can so that possibly others will not have to suffer.

When I talked to them the first time they took 2 weeks to determine that they screwed up. Then they said I would get a gift card in 24-48 hours. When I didn’t get that I contacted and then the run around begins. First it’s in the mail, then it’s 3-5 days, then they are doing a search for it, then it’s been escalated, then back to 24-48 hours. Then when you don’t get it 3-5 days, then they say that they reissue it, 24-48 hours, then 3-5 days over and over like that until you give up. Each person I talked to had the same script, they restate the problem and it’s out of their hands. Just wait 24-48 hours, now wait 3-5 days, and then they reissue it and the cycle starts over. You can tell that none of them are really doing anything at all.

To add salt to the wound I filed a BBB complaint, Sears has over 12,000 complaints, and nothing but negative reviews and government actions/lawsuits against them, but they maintain an "A" rating. You can estimate the thousands of dollars that Sears Pays to BBB and begin to understand how that rating is actually funded.

Then when the parts get delivered I can call and set up service to come out and fix it. I wonder how many weeks that will take! I will never buy extended warranty from sears again or appliances. Can’t wait till they call wanting to renew warranty again. Trust me this is not the first time either and I am truly sorry I did it again. Customer service phone service should be in USA!

First of all, you're asking all the wrong questions. Your customer care team has nothing to do with how the overall processes of your company fail, time and time again. The first time I ordered appliances from Sears online, I specifically ordered a washer and dryer to one address. The order for the washer was correct, however the dryer for some reason was going to be sent to my billing address in Hawaii. I called to correct the issue, as it should have been sent to New Mexico, only to find that the dryer order had to be cancelled and a new order put in to replace it. After a week of not knowing this, I called back and had to go through the whole process of ordering another dryer for the correct address.

After I paid my bill, I was getting notices from Sears credit card that I owed $600+ on my credit card!!! You guys never credited my account and thought I bought two dryers, wtf? I had to file a dispute with Citi to get that removed. Mistakenly, I ordered through Sears again. This time, I received a phone call the day before delivery notifying me that my appliances would not be getting delivered on time. Again, wtf? No sort of compensation or sympathy whatsoever from Sears. I'm renting my home to family who was expecting a fridge washer and dryer the day they moved in, only to discover their new landlord couldn't even deliver on that. I absolutely, 100% will never use Sears again for my shopping. It's a shame too because you have great deals! I'd rather pay more than deal with your incompetence.

After 5 calls to their customer service who is overseas and they can't really help the result is always the same - nothing - and I'm ready to go to court about this situation here. If I walked in Sears and took the coats I'm owed I would be arrested but they take my money I get no product no refund and denial they have my money and they say to me I can get 10% discount if I would like to purchase a similar item. WHAT? I would be crazy. So I have filed Disputes, Complaints. I have gotten authorization numbers. I even did 3 way calls with my financial institute and Sears. Where's the justice? I should be able to call the police. This is Theft and from such a reputable company. SMH. That upsets me and I live in a cold climate with 0 below weather. I needed those coats. Sears isn't going to reimburse me for time I've taken trying to resolve this issue.

On 2/25/15, I spoke with ** in Advocate Dept. who scheduled emergency appt saying she was overriding Tech Manager and appt could not be cancelled. No one showed for appt, no call. Tech manager will not allow repair. I was offered $85 reimbursement for Sears purchase of small space heater. I ordered 2 from Amazon. We have no central heat TEN DAYS. House has gone down to 63. Compressor & fan motor both broken according to 2 different contractors after last appt. We need assistance in getting Sears to honor Heating Service Contract. They offered to buy out remainder of contract thru 12/14/15. This seems illegal. We are freezing. I am trying to get financing for new heater as we can only take this so long.

I asked for a replacement with the warranty I have with them. They said they cannot replace it without the technician saying it is unfix-able. Well the technician fixed it twice and didn't work. So I asked just to have it replaced. I told them I'm in the military, I have 3 kids and we need a washer that works so we can keep our clothes clean. We were sitting on a mountain of clothes at this point. They refused. I spoke to over 4 different people many times and they refuse replace it. I spoke to a woman named ** in the corporate escalation customer solutions office. She assured me she was the top official I could speak to and she refused to even consider what I was telling her.

I would rather pull out all of my teeth without Novocain and be consumed by maggots than ever work with SEARS again. They are disingenuous, completely unhelpful. Although they are polite, they refuse to help you when they make a mistake. I now have been without a washer for almost a month. It looks like it will be a lot longer. I believe that I will end up having to buy a new washer (from anybody but SEARS). I now have to wait another 6 days for a technician to come a third time. He will be here on the 10th. In the meantime I now have to drive 20 miles to wash my 3 children's clothes and my uniforms.

Eventually I will have to buy a new washer I am sure. But it will take a little while because I figured the washer I bought from SEARS would last longer than 4 1/2 months. Terrible service. They will do anything to avoid replacing a washer including inconvenience a family of 5. They explained to me that they are going by what is in their warranty trying to fix what is broken over and over again (but you have to wait almost a week each time they send a technician who may or may not be incompetent. Longer if they need a part.) So it is likely if you buy a washer from SEARS, and it does not work for some reason you are entering into a nightmare of your own making. These people are actually causing stress in my family by their garbage warranty and their inability to even pretend they care about the situation their product has caused for my family. Good luck you buy from this company.

They said no problem again. Call me on March 4th, telling me there is no furniture and I will just have to wait till they find one or get a refund of which I would have to wait ten to fourteen days for. Now mind you I sat here for a week and a half with no furniture in my living room, now sears has the ONLY money I had to buy a living room set but they REFUSE to put it back on my debit card, but instead want me to wait another two to three weeks for my money! SEARS SUCKS!! I recently purchased a washer, a dryer and that was a bad experience also, I am so DONE with Sears.

They said they could not get anyone out today so I would have to reschedule for a further two days out. I argued as I have six kids two of which are Autistic and I had already taken one vacation day and knew that when they come out which was going to cost $92 just to come, that they would need to order parts which would be a longer delay. I asked to speak with the supervisor several times but would not connect me. They apologized a lot but I had no choice but to reschedule and waste another day’s vacation. I will never use Sears service again. I bet they don't come on Thursday.

He shows up within the window, takes one look and laughs and asks if I want the good news or bad news. I said "the fact that you HAVE bad news means there is no good news." He tells me that the rail that came with the new opener will not work on my installation and they will have to reschedule and get the correct part (at an additional $100 cost to me).

They send someone out the following Saturday (Feb 28, 2015) who *barely* spoke English. He showed up unannounced after I was told they would call 15 minutes prior to arrival. He starts working and tells me it will take about an hour. 10 minutes later he bangs on the door to inform me that the new opener "won't fit, you need different one", proceeds to pack everything back up and as he's getting in his truck he says "someone call you ok" and leaves.

So now I'm stuck with an opener I can't use that cost me over $200, he didn't bother repacking it in the box right, and not only do I have to return it, but I have to schedule a THIRD day for something that could have been avoided if they'd actually come out beforehand to survey my garage. Or at least ask what kind of opener I bought maybe... I'm going to be cancelling the installation, returning the opener, and going to Home Depot which has better brands and 1000x better customer service. I have no idea how Sears is still in business.

I called the CFO of Sears and there switch board operator disconnected my call when I asked for him directly. When I called back to ask her name, I was again disconnected. I actually went to Sears and spoke with the manager. He was very polite. I randomly opened a oven to show him where the serial numbers would be located, and the paper serial number was hanging off. I said that is why I cannot find the serial numbers. He indicated that all the paper serial numbers are hanging off and he do not understand why the tech could not fix it. He is going to call the tech supervisor to see what he can do. I am still pending a call back.

Called back...they reschedule it to 17th. Once again...no show. I called them again and they put it on the weather. But the funniest thing is that they sent a rep out to give me an estimate to replace my front and back door. It was then reschedule to the 23th...no show. Another rescheduling for 2/27 between 10-2...once again no show.

I said, "Okay can I buy the hoses from you then (Sears should have told me I need new hoses to get them to hook up the new machine that I paid to have hooked up)?" Nope I have to go to Sears buy hoses, they will give me a new hook up date. So I stared. So there is no way my machine is getting installed and no way my old machine is getting hauled away like I paid for today correct? So I said "how bout putting old machine on truck where new machine is and I'll hook up new machine myself?", "sure" he said "but that voids the warranty".

So I cancelled delivery, at no time did guy apologize, try to figure a solution, etc. I called Sears customer service, spoke to a supervisor, once again no apology. No attempts to work out a solution. I paid by debit and have to wait 10 days for refund. Sears did not do their job and failed epically to fix the situation. The delivery company also obviously does not care if Sears loses customers. Sears is going under for a reason, failure to take care of the few customers they have.

Why they have a service center that doesn't have access to techs directly is beyond me. So now we have been without a dryer in the middle of a bad winter for almost 3 weeks, and it seems that Sears is helpless! They will not get my business again - another good American company going down the tubes.....we are still waiting to hear from the tech as I write this, past our service window.

The rep then said they didn't have them in the warehouse, so I then spoke to him, at which time, he told me the frame would be in on the 1st and the box spring on the 7th. He said they did not send them in from the "mother warehouse". I asked "where is the mother warehouse"? And he said he did not know, so I asked to speak to someone who does not, and at that, he said "no one knows where the mother warehouse is". Wow! Finally, I spoke to a supervisor who claimed to have called the warehouse to verify that the items were not there, and then she suggested they were held up on a trailer somewhere coming from the manufacturer (only problem - manufacturer is less than 50 miles from their warehouse).

I reminded her that the frame and box spring would not be coming from the same manufacturer, and asked if she was suggesting that two trailers were held up somewhere. She asked if we wanted to take delivery of the mattress only and wait a week to receive the box springs. WHY? She offered a $50.00 gift card to compensate for our inconvenience. Yet, I took off from work, and missed revenue, not to mention we purchased the set due to back problems to begin with. $50.00...really? That doesn't cover the missed revenue, let alone the aggravation of hearing one story after another, yet, the "mother warehouse" one may be priceless. I did tell them they were talking like Star Wars! I've just called back and reminded them that the manufacturer is in McDonough, GA., and that their warehouse is in Tucker, GA., and there is no reason that it would take a week for a trailer to get from one location to another, and again asked for a supervisor.

I was told he is on another call and will call me back in an hour. It sounds as if they are on other calls with other unhappy customers if it is going to take an hour to get back to me. Thus far, I've heard 5 different stories, including now, maybe the MANUFACTURER has not received the box spring from their supplier. What, I ask, does a manufacturer do?

This turned out to be their overseas operation (Manila, Philippines) which is also not a part of Sears. I then went online to schedule a serviceman for "without a warranty" and the wait time was 2 weeks just before Christmas. I found an independent repair person who arrived that day. He stated that it was the ignitor. The one that was in their was a universal ignitor and that was the problem. I went to the Sears store to obtain a number in the US. The pleasant manager there entered my complaint and assured me that I would be called within 24 hrs. Fortunately, I got a number from her so that after 48 hrs I was able to call them. At that time I was going to be happy with them giving me a refund on the ignitor they installed, but no.......

I had to speak with several "not very nice" employees who told me things like: "We cannot verify the conversation that you had with our on-line Technician who told you it was not under warranty." (how convenient that they are not recorded), "Your stove has a one year manufacturer warranty and of course is under warranty." "And because you had an independent repairmen, you may have invalidated your warranty." I just kept asking for a supervisor. He was at least nice and sympathetic, but would not do anything except send me a $50 gift certificate. Did I receive even that? NO. This was a horrible and expensive experience. NO MORE Sears FOR ME.

Needless to say the old ice maker was thrown away, but they could send someone to take out the new ice maker and return it to the manufacturer, and we might get more money back. I have spent two hours on the phone with them today alone, and now am against a wall. They have our money, and we still do not have a working ice maker in a two year old refrigerator.

After the Kenmore Gas Built-In Oven Model #790.305298 02 was installed I cleaned and read the 'Getting Started With Your New Kenmore Appliance' pamphlet and manual that came with the oven. While cleaning and reading the oven manuals I noticed a glass cover and spring retainer for the interior oven light was missing. I also noticed that the lower oven air vent would not fit between the frames of the oven below the broiler.

On Thursday December 18, 2014 I called 1-800-469-4663 to report the missing parts and the vent that wouldn't fit and was told this would be reported to the factory in Canada where the oven was made. In the mean time I was informed I would receive a credit of $80.00 for the inconvenience. The parts would be sent to me and they would arrive in about five or six business days. "THE PARTS NEVER ARRIVED." On Friday January 9, 2015 I called 1-800-469-4663 a second time and talked to Mr. ** to report the missing parts and the vent that wouldn't fit and I was told he would take care and have the parts sent in about one week. "THE PARTS NEVER ARRIVED."

On Tuesday February 10, 2015 I called 1-800-469-4663 a third time and talked with a person named Hannah to report the missing parts and the vent that wouldn't fit and was told she would be happy to check into this and the parts would be sent to me and they should arrive in about one week. "THE PARTS NEVER ARRIVED."

This oven was ordered so I would have it in time for Christmas 2014 to prepare Christmas dinner for our family. I'm a widower, my wife passed away over eight years ago and our family was planning to get together at our home for the first time in eight years for Christmas Dinner. After reading the oven manuals I was concerned about using my new oven without the missing parts in place. The family Christmas Dinner location had to be changed to one of our daughter's home. I'm very disappointed in the service I've received from Sears.

Then we got the call to purchase a new replacement stove under warranty. Did that within 12 hours of getting the call saying that we are getting a replacement. Error after error - this was early January that we ordered the stove. We had 2 stoves arrived bashed in. We had communication errors. We didn't get the stove until late February (now). Sears isn't acknowledging that this is not acceptable. I proposed very simple and easy to do make goods. Every time I call in I get another person who doesn't know anything even what I know is in their system. Sometimes they can't even pull up our account. No one seems to care. I am frustrated but grateful we have a stove. But sad our Christmas dinner was ruined because of that stove and that we have been hungry and spending extra money on food since December because of lack of stove.

I called today to verify the manufacturer warranty term is 3 years and the 2 yr upgrade was put in the Sears system. Customer solutions said there was no record of my 1/24 purchase and the warranty was based on the 1/9/15 purchase date (the mower I returned). The agent put me on hold for 30 minutes and her manager came to the phone and told me the factory warranty was 1 year and no 2 year extensions were ever available. I asked for a phone number to call warranty department and when she gave it to me I could not hear well because of all of the background noise in the call center. When I asked for the number a second time she said, "I have given it to you twice already". What a jerk after the Hell I've been through.

I called the Manufacturer warranty department and the rep said it had 1 yr factory warranty and I said my wife just looked on internet and found that it has 3 yrs. He said, "Let me transfer you to the technical area." The guy in technical put me on hold for 42 minutes. I finally called back and started over. Now it's 3.5 hours later today and starting over. WHY DOES SEARS EMPLOY THESE PEOPLE BECAUSE THEY HAVE NO VALUE TO A CUSTOMER WITH ISSUES. WOW listen to this, I have been on hold the entire time I have been writing this review and they have just come back to the phone and we were cut off.

THIS IS A JOKE AND SEARS WILL NOT MAKE IT. I recommend they sell the name and real-estate around the country and get out of the business. Let Warren Buffett buy Sears and teach them how to run a consumer business!!! MY RATING IS NO STARS BUT THAT'S NOT AN OPTION. If you purchase from Sears, make sure you do not expect to ever receive assistance, warranty coverage or knowledgeable feedback about your product. They do not have anyone in the call center that cares except Melanie ** in the Round Rock, TX location. I have talked to 7 people today and now am starting all over due to transfers and a final call drop. They do not return calls. I was promised 5 years of warranty and the solutions department states I have 1.

I placed the same order a second time. I called the service line again to inquire about the second order.....would I actually receive it. I was told that the first order had not been cancelled!!! The agent said he would inquire and I would receive a new delivery notification within 24 hours. 24 hours later - no new notice. I called again and asked for a supervisor. The supervisor confirmed the original order was still in effect and the second one would be cancelled. I was further advised that I would receive updated delivery info within 24 to 48 hours!!!!

My feeling is that these poor agents have no control and restrict their comments to "I will process an additional inquiry and you will be notified within 24 to 48 hours." What a horrible job! They have my sympathy but not my business. I find it hard to imagine ordering anything else from Sears. By the way, 24 hour from my last inquiry has passed and not email has been received!!! There is of course more detail than I have outlined but nothing that would change the outcome. This is intended as a complaint not a novel.

I arrived at the store and went to the designated area to try on my shoes. The area where my shoes were supposed to be was completely empty - nothing there. I was able to find a salesperson who appeared to have no idea that Sears even offered the try service. She was nice enough to call someone from the Shoe Department who came over to help. That salesperson led me back to the Shoe Department where I located the last pair in my size still on the shelf. Luckily someone else didn't buy them off the shelf before I got there. I went to pay for the shoes and the clerk told me that they were $35.00, not $9.88 as was displayed on Sears website when I purchased them via the internet. I showed her the bar code on my email that contained my order. Unfortunately, her scanner did not seem to read the bar code. After wasting over twenty minutes, I left the store and returned home.

I found a screenshot of the order I placed clearly stating $9.88 and immediately called the store manager, a Mr. **. I told him of the horrible experience and waste of time. He told me he would look into it and call me back. He called me back about 15 minutes later to basically tell me that there was nothing he could do about it, he could only sell me the shoes for the $35.00, not $9.88. I told him that I wanted to go back to the store to show him my emails and the screenshot of my order. I drove the seven miles back to the store and showed him the emails and screenshot. His answer was simply that he could not honor the price and that I would have to deal with the Internet Department.

I left the store and called Sears Customer Service. I spoke with Fernando, who told me he was a supervisor. I told him my story. He did not seem impressed or moved by what I told him. He said that he was the highest level that I could speak with. He was totally worthless to deal with and most uncaring. I have since emailed the Sears Holding corporate officers and I will update you as to their response. My experience with Sears today showed me two of the most uncaring and incompetent (in my opinion) employees that I have dealt with in over fifty (50) years of shopping at Sears. Neither one demonstrated even one ounce of common sense (in my opinion). It is so sad to see what has happened to a once great company.

I received a phone call from the vendor a few hours later who advised me he was going to next day my order if I was still interested. I advised the vendor I wanted to cancel my order and he stated the order would be canceled. On 02/20/2015 at 8:30 at night, I received an email from sears stating they were unable to cancel my order and the items were shipped and due to arrive at my residence on 02/20/15. I contacted sears and advised them the order was not at my residence and I had canceled it the day before. The person I spoke with told me I would have to wait 24-48 hours to receive an email confirming the item had not been shipped.

On 02/23/15 I contacted sears and spoke with a subject who stated I would have to wait until the item was returned before I could get my refund. I advised the subject the order was canceled on 02/19/2015 and I had never received the items. I asked to subject to contact the vendor to confirm the items were canceled. The subject did not want to contact the vendor but did so after I requested him to 3 times. The subject stated he tried to contact the vendor however he did not receive an answer. The subject advised that he would be sending my claim over to the offline department and they will investigate the claim. The subject also stated once my refund was approved it would take 5-7 business days before I would receive my money back.

I got off the phone and contacted the vendor myself who answered my call and stated he had canceled the order and authorized a refund on 02/19/2015. I called sears back and advised them of this information however they refused to contact the vendor at that time. I will never do any business with this company again.

An hour later, my fiance calls me and tells me the guy isn't coming. The guy called him, instead of me, and left a voice mail with no reason as to why they were not delivering. Livid, I try calling the delivery guy back to see what was going on, as he encouraged me to do in his voice mail to me. After calling three times, with no answer, and a full voice mail box, I gave up and called the delivery hotline. Got routed to some foreign woman who "guaranteed me" they would indeed deliver between 7:45 and 9:45 this morning. I sincerely doubt that. My fiance calls me back to say they rescheduled with him for Saturday - two weeks after I ordered the mattress. I wanted to confirm this, so I called the number again and it now says there are no orders associated with my phone number, or with his phone number.

So I am $1,200 down, with no mattress. We'll see if it shows up this Saturday. They're giving me a $30 gift card -OH GOOD, THAT'S JUST WHAT I WANTED, TO SHOP AT SEARS AGAIN!!! Never buying anything from them again.

Updated on March 24, 2015: After ordering a microwave, dishwasher, stove and refrigerator from Sears, we completely regretted the purchase. Not only were the LATE delivering, they didn't have time to set up the stove or refrigerator so the appliances were left sitting in our kitchen for several days. They stated that "certain" service personnel had to install the different items. A team came days later to install the stove. A team came several days later to install the fridge. Well lo and behold, the stove was simply plugged in and not ready to go... they did nothing else. Same with the fridge. They did nothing except plug it in and said not to use the ice for 24 hours. The fridge was dented in two places and they said I had to call Sears to get it replaced. After call after call after call and so many promises, I gave up and lived with the darn thing. Now after a year and a half, the refrigerator doesn't even work... dishwasher has broken twice... and so on.

DON'T BUY FROM SEARS. YOU WILL REGRET IT!!!

When I told people at work they said I should call and complain because they should have done all that. I called Sears and told them I wanted a refund of delivery cost because they didn't do anything. They wouldn't hear of it. I asked to talk to a manager then they offered me a $50 gift certificate. I laughed. Why would I want to come back? Thinking of calling them and returning it. It's a big hassle but if you pay top dollar for something and they charge you a lot for delivery you expect to get something for your money.

After wasting so many days we decided to buy new washer and dryers. It was just hopeless to keep having technicians come and fix them for a week. I called and spoke with a manager (after 50 minutes of transfers and disconnections) and I have been promised to get 10% back from total charges of these new products if I buy it from Sears. So we did and spend more than thousand dollars buying new ones. This was back in December of 2014. We mailed receipts and now is mid February and still didn't see any checks coming our way.

Yesterday I spend whole afternoon trying to get somebody to find out what went on. They said they don't have any receipts in their files, and I gave them the receipts numbers and they said they'd call me, they never did. Today I spoke with another manager and she didn't find any notes that show that they were supposed to call me. So frustrating, so unprofessional, so much time lost. I DO NOT recommend paying for this services, they would just cover small stuff and pass the ball to another person when you really need help. It is better to just pay somebody local and having it fixed and if not fixable just get a new one, but not from Sears!! They are very unprofessional and... now my dishwasher stopped working... oh well tough luck for us.

We got another tech from another company and he put 10pds Freon in and he checked in the attic. The evaporator coil was leaking. Charged us $300 and he is getting with Sears for the part under warranty. Then he will put it on for us and charge us. Another $350. We have a Warranty on parts. This is Sears’s part that has cost us all this money. We think we should be refunded all our money. We called the complaint line. The woman was a real snob. Wouldn’t even listen. The tech is no good that wouldn't even check for the leak. We are very disappointed in Sears and want a full refund that we have paid out.

As they consider the diagnosis and replacing the ordered parts as only 1 work order, I will have to have a tech come out at least 5 times before they will consider a replacement. In total, the costs of replacing parts/time for technician so far are more than $500, not including all the hours I waited for the technician (about 10 hours so far). The only response I receive from customer care is that "they have to follow the regulation". I understand that they need the opportunity to fix the problem but this is neither cost nor time efficient and very frustrating as a customer.

With this new information, I called the service center back and requested that the repair be done. This is when the entire Sears system fell apart. In an attempt to get the repair completed, I have already endured multiple days of sitting around for technicians, hours of calls with Sears automated system and the managers you eventually get to and several charges to my credit card. Aside from the filter being cleaned, my appliance is in the exact same condition it was prior to them starting. After about a month dealing with incompetence, I gave up and called another appliance service company. Now I guess I will have a month or two in dealing with attempting to get a credit from Sears.

Updated on 03/07/2015

After buying a "lemon" refrigerator from a "Sears" outlet store in Clearwater Florida on 01/28/2015, which hasn't worked since it was delivered, I have tried to get it fixed or replaced by talking to "Sears", and have spent many, many hours on the phone, and twice as many hours waiting for several different servicemen. Today they finally admitted it a "unrepairable" so that I can get a refund credit towards a different refrigerator.

My point is that in this whole process, I discover that "Sears", is not really "Sears", yet all the receipts have the "Sears" logo and ID, as well as the 5 year extended warranty that I purchased from "Sears". If you call "Sears" customer relations at (800-549-4505) and are lucky enough to get the VERY RUDE operator to ask for help, they switch you to someone, maybe in tech service, then from them to customer service to try to resolve the problem. But it's impossible for them to render any help because the outlet stores are not "Sears" owned; they are a "franchise" and owned by individuals.

So, in fact, YOU ARE NOT DEALING WITH "SEARS"!!! SO, BUYER BEWARE! "Sears" has no jurisdiction over these stores. "Sears" cannot help and furthermore, I cannot find a phone number to get any help from any higher-up management from the outlet stores to try to get a reasonable solution. If I try to go online to do any research, all I get is directed to "Sears". The saga continues.

Now here I'm waiting like a dumbo on a Saturday with no phone call from Sears and upon calling their customer service again, and was transferred to 5 people (not exaggerating) before they could find out what was going on. Then comes the fun part. They said it will be delivered only on Wednesday. At this point I was furious SIMPLY FURIOUS. Upon showing my frustration, the lady offered to talk the local store and called me back saying the person from the HUB OFFICE would call me in 30 minutes.

No one deserves such a horrific shopping experience especially while shopping with one of the major retailers. I will never shop in Sears again!!!

The issue was turned over to another department. When the person from that department called first question was, "What refrigerator had I picked out?" I informed her I was promised the same refrigerator I had in my house and she told me that refrigerator wasn't being made anymore and I had to pick out a new one. I told her to send me a refrigerator the same size with the same features and was told I had to pick out my own refrigerator. I told her to call back later. That was Tuesday, hadn't received a call back by Friday and started making my own calls. Amazing the number she called me from after answering and having me push 1 for this and 2 for that told me it was no longer a working number for Sears and gave me another number.

I ended up talking to someone in Customer Solutions explaining the issue, they transferred me to someone else who told me they were transferring me to Customer Solutions. Was I frustrated, YES!! After 45 minutes I was finally asked for the item # of the refrigerator I picked out, BTW the exact refrigerator I have in my house, same color, same size, exact same features, less than one year old. They want me to pay them an extra $200.00 for the refrigerator. I told them I was promised the same refrigerator, Sears isn't able to pick to one I purchased and was told I had to pay the difference or pick out a cheaper refrigerator. Asked for a supervisor and she got on the phone, lovely Myra from Customer Solutions.

I asked her if she was going to listen to anything I had to say or parrot what her employee said and she said Sears wasn't going to cover the extra cost of the refrigerator. Don't bother with a supervisor the employee tells them what to say when they get on the phone and they are NOT interested in anything you have to say. Not sure where I go next but I shouldn't have to pay to have a replacement refrigerator when Sears is not able to fix the refrigerator I have in my house today. If I wait until maybe the parts come in to fix my ice maker, it will be over one year and then you only receive a portion of your purchase price.

Sears products sure aren't made like they used to be, probably will quit shopping there. Unfortunately just bought all new appliances a year ago for my new house. Fortunately bought a five year warranty because they have already been out on the refrigerator and dishwasher. I don't know my order number but my account can be looked up under my phone number.

First of all, what is the point of talking to a live person if they can't do anything? I've been told by many, many people about the bad customer service with no experience and no means to actually be of any help. I haven't had a problem before, so I've always shrugged it off. I have ALL Kenmore appliances, of which some are top of the line. With the amount of money I have spent and am spending on appliances, I deserve personable help and help that actually solves my issues.

When I have needed help in the past, I had live people, contractors, coming in who were of tremendous help, so I have been happy. Now - this phone call has left a bad taste in my mouth, these robotic answers are unacceptable. What has happened to the personable, knowledgeable person who used to be the ones answering the phones with actual abilities to be of help? I'm very close to using a kitchen/appliance store, one where customer service has top-notch reviews, so that I am happy with my purchase, from the beginning of the process to the end.

Updated on April 13, 2015: After 5 weeks sears finally came and fixed our refrigerator that DID not work at all and was under warranty. My husband is ILL with a bad heart and was in the hospital. We had no way to keep food or medicine cold for him. When they came, they destroyed our new vinyl floors. They had an investigator put on the case who has done nothing. The last time I heard from him was feb. 11th. They still have not fixed my floor. I sent them the receipt from the flooring company. And now they don't even answer their phones. I need to have my floor fixed. I will never recommend sears or use them again. They used to be at the top of their game, now their quality and customer service is terrible. Please help. Thank you.

On 03/06/15 after several weeks of waiting for replacement parts to come in from GE (that are probably still on back-order!) that Sears needed to repair the Heat Pump part of the water heater, I called the Sears Warranty Service number and was told that because the replacement parts had been back-ordered 2 times and were still on back-order that Sears would provide me with a new replacement water heater and a credit matching the cost of a new GE Geospring Hybrid water Heater ($1140). Sears also offered to deliver, install the new heater and haul away the old water heater at "no charge"!

I think it shouldn't have taken as long as it did but Sears in good faith did try to repair the unit and it was GE that failed to honor the 10 year warranty for parts. Sears was the "middle-man" and I must say SEARS CAME THROUGH and did honor their "no lemon" policy! So to retract my previous review statement I now say SEARS MASTER PROTECTION PLANS are a GOOD DEAL! If you are worried about protecting your purchase buy the additional protection. I paid an extra $200 for this protection plan that just saved me $1140. And that's not a bad deal even if it took a little longer that I wanted it to to get resolved! Thank You Sears!

Original Review: Feb. 11, 2015

This is a continuation of a review I did a couple of weeks ago. My GE Hybrid water heater stopped working the same as most of all of these complaints with the "FC" code and compressor failure. After contacting Sears (where I bought the unit and purchased additional maintenance agreement) and waiting several days for a repair man, I was told by the repair technician I had to contact GE first. I contacted GE and they shipped a new heat exchanger to do the repair. Again I called Sears and scheduled another service call. Several more days the Sears Tech arrived and looking at what GE had sent me informed me that all the parts necessary to complete the repair were not in parts sent by GE. I was told "No problem, I'll order everything that's needed and be back at the end of next week and repair the heater."

At the end of the next week (this is week 3 of problem) I was contacted by Sears and told the "parts are on back-order" and "if they cannot be located in 7 days Sears will replace the water heater with a new one." I felt happy that it would be resolved one way or another. The next day I was contacted by Sears again, by a different representative & told the same thing "if we can't locate the parts in 7 days we will replace the water heater." 7 days pass and I call the Sears "No Lemon" department as directed by the Sears representatives (both who told me the water heater would be replaced). Now I'm being told that it's 21 days for Sears to find the parts and after that the situation will be "re-evaluated" on how Sears will deal with my situation and may not replace the water heater... after I was told by two (2) different Sears Representatives that Sears would replace the water heater.

In conclusion: GE Hybrid water heaters are something to avoid and they should all be "recalled" and a warning to anyone purchasing something from Sears "DON'T WASTE YOUR MONEY ON THE SEARS EXTENDED WARRANTY/MAINTENANCE AGREEMENT" you may end up with a story like mine!

Week 1 no washer. Called Sears and paid the 319.00 and scheduled the appointment for next week. Week 2 no washer. Got a phone call from Sears prerecorded stating I needed to confirm the appointment and the parts were being sent and to contact them the day before appointment if they did not arrive. Called them and they stated they tracked the parts and they should arrive Tuesday for Wednesday appointment. They did not arrive and the tech came out. Had to order the same parts that did not arrive the day before. Rescheduled appointment for next week. Week 3 no washer. One of two parts arrived the day after first appointment.

Day before the next appointment received another confirmation recording that stated to notify Sears if did not receive the parts. Called them and was told they could not track the parts this time and the appointment would have to be rescheduled. I asked to speak to the manager and when transferred got disconnected. Called back and talked to a new Sears rep and had to explain all over again. Long story shortened I spent 90 minutes, disconnected 4x and finally asked for the person that can cancel my contract and refund my money and cancelled my third appointment.... week 4 no washer.

Would not recommend Sears repair to my worst enemy... Very sad and broken customer service. Advise to stay clear. Wish I would have read all these reviews first. I am sure I will get the same run around in refunding my contract. They already told me to call back tomorrow because my appointment won't release until midnight to allow to cancel..... Here we go....

Updated on 03/20/2015

The sofa set was stolen on February 16th. A few days before that I had called in and said that someone had open the box and to please hurry up and get it picked up. Through out this whole process Sears had always told me to keep the product in the original package, they said that they would take responsibility for it if anything happened to it. Well I faxed in my police report and now they are saying it was my fault. During this time I had called in 120 times to get the product picked up and only getting the run around. This was not my fault. Something has to be done, I am not paying for something that I asked to be returned 120 times. This is **. After what I have been through and all the ** they told me and not to mention how many times they hung up on me.

On the 30th I was told the matter would be expedited and the money would be on my card in 48 hours. Wednesday February 4th the Case Manager was so rude I didn't call back until February 9th because I was so upset. Tonight I was again promised that the matter will be expedited. I am not holding my breath. Kmart/Sears is a multimillion dollar company on the New York Stock Exchange and they can't refund money on a debit card to a customer when the item wasn't even available for purchase? I can guarantee if I had used a Sears credit card the money would be refunded already. Also, customer service isn't in the United States. They want our money, but they can't employ customer service representatives in the United States? I will never shop at a Sears or Kmart store or online ever again.

He took that as an insult and claimed I was arguing with him. He was obviously dim-witted when he does not know disabled, blind when requesting aid. He just stormed out and said "he did not have to take this from me that I was arguing with him". At 71 years of age, he was a first. I called Sears back and requested callback from supervisor to complain and reschedule workman. I was promised a callback within 2 hours...3 phone calls & 5 hours later, nothing.

We used to buy ALL our appliances through Sears. Now I remember how unpleasant the experience was. Never, never will we buy anything else. We spent $2000 plus extended warranty on this DW. Otherwise, it would be on the curb. No more Sears ever. Beware of their promises at purchase. It seems the extended warranty means they have to actually repair the broken part 3 times before they see a problem. Standing you up, shipping wrong or incomplete parts, rude repairmen, dysfunctional phone system and no return phone calls. NOT a problem...it is Sears. No wonder they have lost the loyalty of the American public.

If you are handicapped, expect no assistance. If you are blind as I am, expect to be ignored. I am sure they think it does not matter and our handicap will prevent follow through complaint. Wrong. Tools now enable blind like me to surf the web thanks to super products that blow things up like big E on eye chart. Just shop elsewhere.

The very next day the machine was leaking again. Customer Service refused to let me speak with a supervisor and would not escalate my case. I was once again at the mercy of the dispatcher who put me back in their service queue for the following Friday. When the tech arrived the third time, he could not locate the source of the leak and told us to call back into Customer Service and ask for a Technical "Lead Head". Once again, at the mercy of Customer Support, who would not escalate my case or give me priority, has me waiting another four days for a service call. I am still without a washer with no hope in sight. This is the worst customer service experience I have ever been subjected to.

Additionally, an extra power line would need to be run directly from our circuit breaker in order to be up to code. The quote for this was $350.00 extra. So $150.00 + $90.00 + $350.00 for the install to be done correctly. A whopping total of $590.00 for the installation instead of $150.00. I went into the store and spoke with the sales rep about this and he defended the installers, raising his voice and being sharp about it, quoting a point of law, that it was "illegal" to rehook my garbage disposal up, so the charge was justified. I asked why Sears charged me $150.00 for the install if the workers showing up were not Sears employees and would not be held to that amount for the installation. Then he offered me a business card where I could call a number and complain.

What in the heck did he think I was doing? If I were to complain, it would be a moot point, since Sears obviously know that they are charging for a service that they are in no way delivering. Fraud. We are sitting here with a top of the line dishwasher ($1700.00) that is not level, and an unhooked garbage disposal and being quoted law by a ** sales person. What a joke. Buy from Best Buy or someone who will hold to their original price.