Sears Reviews

5 phone calls two to a "Patrick" (calling India, doubt that’s his name) and he told me to hire someone to bring upstairs and that just because I put 2nd floor in my address doesn’t mean that is where I live, (really??? ). He could not give me the info on shipping. I get home from work and the recliner chair is on my porch in the snow delivered by UPS no signature nothing. What if it was damaged or stolen? So now I have to beg friends to come help me get it upstairs. So Sears owes me $50.00 for that.

Now I am waiting on my 2nd chair which was coming from a different store. That store never seems to be open, Patrick told me on 2-5 store would call me at home by end of evening 2-5 with del. info. NO call called 877927-7957 again 2-6 "Mario" told me call store he cannot call me back. Store not answering again. Every time I have to get someone to help me finish sears delivery it costs them 50.00 which I will sue for if necessary. So either credit me back $100.00 for completing the delivery for sears or I will be forced to take further action and go public with local news stations also.

I have had problems with the heavy duty cycle and the Oder and no Drainage issue. Once, one of your technicians said that there was nothing wrong with the washer and he left. The next day I wanted to use the machine same issues appeared. I immediately took video clip of the washer showing now absolutely no water’s comes down under the heavy duty cycle and that it was working under Normal and etc. I would be more than happy to produce the video clip if you provide me with you email address.

Today two technicians came to clean the drum and then they realized that it is not going to be fixed. The receipt that he provided with indicates that it will be $843.00 for the parts and $187.00 for labor. ($843.00 + $187) = $1,030.00. Today when I called sears (800) 469-4663 to add to my complaint to you, I talked to Martin **. He was extremely rude and unprofessional. He said that he would not escalate this to your attention. I informed him that I have the corporate offices fax number and that I will fax and certify mail it.

I have also called Samsung and they said they will support me. They said that Sears has not been unethical in the past. Samsung informed me that if this does not get resolved then they will assist me. I have ordered my receipts from Sears so that I can provide you with the total amount SEARS has spent on my machine so far. This of course would not include the technicians payment for their time to go here. Sears is probably using used parts for their customers repairs; otherwise they would not spend $843 on a part while they know it can be replaced with less.

This has caused me and my 5 year old way too much stress; even preparing this letter took a while and it is just not acceptable. Most importantly, my five-year-old son is the Early Childhood Partial Hospitalization at UCLA. When I have to cancel my appointments with the therapists at the UCLA in order to stay home for your technicians to come, this takes a lot from my son and it causes him a lot of stress when Sears take me away from the family. Further, my son has over 45 hours therapy a week at home. And that will also get interrupted when your technicians come in the afternoon.

As you can see, I have called Sears numerous times and each time they put me on hold for a long time. I am in the process of gathering all of the phone calls; (both cell phone and landline). However, I will send you whatever I have at this time, including the receipts. By the way, the serial number indicated on the receipts miss a letter. They didn’t input the correct info.

I am looking forward to resolving this matter and replace the washer ASAP. Again I have two little kids and the next appt. they gave me is on 2/9/15. If I don’t get a response immediately, I will complain to consumer affairs, I will complain and broadcast it to the Media and will take legal action for Breach of Contract. I CANNOT WAIT UNTIL FEBRUARY 9, 2015 WITH NO WASHER. I emailed to the CEO Mr. Lampert, NEVER HEARD BACK.. As you can see I have made numerous phone calls I have even more because the ones from yesterday and today are not here attached.

I bought a Samsung Washer from Sears Outlet online in November 2014. The item was advertised as having a dent on the side and as a reconditioned item. SearsOutlet.com defines reconditioned as (Reconditioned: New product that was returned, has been tested and repaired if necessary, to meet 'like new' mechanical specifications. Product may have some cosmetic damage. New product warranty still applies and you will note that all Sears Outlet products then become Sears Outlet Certified.) Their website defines "Sears Outlet Certified" as Customers Purchasing a Certified Appliance or other item from Sears Outlet should expect:

3. The manufacturer's warranty still applies to both new and out of box items certified by Sears Outlet, with the exception of Samsung out-of-carton product, which is covered by a Sears Outlet warranty that covers 1 yr parts and labor.

The washer looks more like it was dropped upside down off a 10 story building!! The washer has never worked properly and sounds like you are standing underneath a 747 at takeoff. A Samsung repairman came out and advised the washer never should have been sold in that condition and Samsung would not be honoring the manufacturer warranty.

I then contacted Sears and they advised that I would have to the Sears technicians make four attempts to repair the washer and then they could refund my money if it was deemed to be non repairable after that. The technicians came out and could not believe the condition the washer was delivered in! They deemed it non repairable and said they would not be returning three more times. The technicians took photos of the washer and sent them to their boss. They also provided his contact information should the outlet have any questions. Sears never contacted him.

Sears Outlet then advised me: "I do apologize that you were misinformed from the Samsung repairman. Samsung manufacturer recently stopped appliances from the coverage of the one year manufacture warranty, there is nothing I can do to get you a replacement or your money back on this unit. Unless you had purchased an extended warranty with our protection agreement office at, 1-800-827-6655. I will be happy to honor you a discount on another washer on our Sears Outlet site or on our Sears.com site a 10% off similar item"

So my Reconditioned Sears Outlet Certified washer never worked and Sears refuses to do anything other than give me a 10% discount on purchase of another appliance through them. What!?

BUYERS BEWARE OF SEARS!!!

I noticed after the repairman left that my water supply line was leaking, which was not at all why we called them out. I called the number I was left with to see if they could swing back by and fix it. I was told that wasn't possible because it was too close to 5:00 p.m. So, I reasonably asked if someone could be by in the morning. She said she would try to make that happen. Needless to say it did not happen. My linoleum became soaked through from the dripping that lasted for days until our next scheduled appointment and pulled from my sub floor.

I then filed a claim and had to deal with the scheister insurance company. Our refrigerator was finally fixed by a very nice man who basically admitted that Sears doesn't really care about their customers. We were finally compensated for the food loss and received a paltry sum to fix our kitchen floor. Sears, I hate you.

Original Review: Feb. 4, 2015

I purchased a refrigerator online and was charged the exact minute I ordered it. It was delivered and I didn't like it, so I went into Sears and picked out a different one. The new one was delivered and they took the one I ordered online back to the store. My Sears lady who helped me get the new fridge called the online store the next day and they said it would take 3 - 5 business days for my refund to show...

It has been 7 days now, and I have not received my refund. When I called them yesterday, they said that nobody processed the request and it would take another 3 - 5 business days!!! Then I get an e-mail telling me that they will look into the matter and get back with me within 30 days!! I am SO mad right now - they don't even know… I am paying interest on the $500.00 that they owe me!!!! This is robbery!!! If they can take our money that fast, they sure as heck should be able to give it back just as quickly!! I will NEVER order from SEARS online again... EVER!!!!

On Monday, January 26th, I had an appointment with a Sears technician because my clothes dryer was not drying clothes properly (taking 2 -3 cycles) and was leaking condensation from the door at the top and bottom of my front loading dryer. He informed me my dryer vent was blocked and charged me $99.95. He gave me the number for Sears Home Services Air Duct cleaning. I called them the same day and secured an appointment to unblock my dryer vent and clean 10 vents throughout my home for a total of $200.

On Tuesday, January 27th, the technicians arrived at home. They asked me where my heating system was located and told me that I need to have my system cleaned. I had no idea that the cost of cleaning my system along with the additional vent cleaning services would come to a grand total of $914.99. I was pressured into adding these services and not until payment was due was shocked by the price tag since there was absolutely nothing wrong with my heat/AC.

Meanwhile, the lead technician asked where my dryer was located (and remember that's really the only reason why I had anyone come to my home). My dryer is stacked on top of my washer in a large utility closet. It is not connected to my washer. The technician stated, "I don't want to deal with all that", and informed me they could clear my dryer vent blockage from the outside vent. He said he cleared it and told me that my dryer should work correctly.

They continued to use their equipment in other vents throughout my home, leaving trails of visible dust and debris around each vent. They cleaned the vent in my guest bathroom. I work from home a director of an IT company and could not directly supervise, and nor should I have to, the workers. As they were wrapping up their service, a technician asked if he could use my guest bathroom. I say of course, and he shut the door after he left. After being told that my dryer vent was cleared despite the fact that they never tried to move my dryer, I washed a load of laundry and attempted to dry them. More water than before came out of the front of my dryer and it took three cycles to dry a small load of delicate fabric clothes. I then discontinued use of my dryer for fear of a possible fire starting and called Sears immediately.

I reported to Customer Service that my dryer vent remained blocked and that was the only reason I had called Sears in the first place. I was told by customer service that I would receive a call back from "QC" or Quality Control tomorrow on January 28th. When my husband returned from work at 6:00 pm the same day, he opened the guest bathroom door and discovered two missing tiles. The tiles were clearly removed during the vent cleaning. I called Sears again and was told that someone would call me in the morning. No one called.

The next day, on January 28th, I called Sears for the third time. I asked if they could possibly check their equipment to see if my two missing bathroom floor tiles could be located and returned to me. I was put on a 20 minutes hold and told by the customer service representative that she reached out to my technicians who performed the HVAC service and that they cleaned another house after mine. She said they would check for my tiles but there's no guarantee that I would get them back. I told her that I understood that, but then Sears would have to reimburse me for the property damage. She asked if my tiles were loose and said that "wasn't Sears' problem." I reiterated that it was indeed Sears' problem because they had damaged my home during a routine service, lied to me about it or just didn't notice, and then has done nothing to address the issue. She told me someone might call me if they found the tiles.

No one called me about my missing tiles and property damage. Finally, later in the afternoon on January 28th, another Sears customer service representative called me regarding my dryer vent still being blocked. After the poor customer service I experienced so far, the lack of disregard for my property, and lies told my technician that they are cleared the dryer vent blockage, I informed this customer service representative that I have decided to hire another company to fix my dryer issue and had them scheduled on Tuesday, February 3rd. She told me that was fine, but before they could issue a refund, they needed someone to come out to my house to confirm that the dryer vent was still blocked.

I protested at first, because this is a waste of time, the dryer is still clearly not functioning. She continued to explain that they just couldn't take my word for it and would need someone to confirm the dryer did not function correctly due to vent blockage, and we could then discuss a refund. She told me a manager would come to my house on Monday, February 2nd and I told her it had to be scheduled before Tuesday due to my existing appointment with another contractor. I also asked about my property damage since no one from Sears ever called me to discuss the missing tiles and the customer service representative failed to bring it up.

She explained that I would need to email any pictures of the property damage to her manager, Nikki **. Either the sales rep told me the wrong email address or I wrote it down incorrectly, but I tried to email Nikki originally around 5:30 pm the same day and the email bounced back. I called Sears again on Thursday, January 29th to ask for the correct email address. I was told by a male customer service rep that he saw notes in my file regarding the damage and an email was not needed and that someone would call me. No one called.

After receiving a confirmation call on Saturday, January 31st, I returned Sears' call on Sunday, February 1st. The male sales representative I spoke to told me a technician would be coming to my house on Monday, February 2nd to repair the dryer blockage. I told him that was incorrect and that I was told a manager would be coming to my house only to confirm the dryer blockage still existed and that I had hired another contractor to fix the issue because I no longer trusted Sears. He said that he saw some notes about my case and that it did look like a manager would be sent to my home.

On Monday, February 2nd, a technician NOT a manager was sent to my home. A nice man, named Derek, who did not seem to understand the details of my case or why he would be sent to my home after I requested a manager. He completed an invoice that stated two bathroom tiles were missing. He checked my dryer and the outside vent and told me that minimal airflow could be felt when I turned on the dryer for him and that there was still a blockage. Interestingly, the technicians during my service appointment on January 27th NEVER started my dryer after the 'cleared' the vent. So how could they possibly confirm the blockage was clear?

I told Derek the original technicians never moved my dryer. He explained why it was harder to move my dryer it was possible and actually started to move it. I told him not to since I no longer wanted to deal with Sears due to the numerous issues and was told by customer service they only needed proof of the service not being performed to issue me a refund and I had another contractor scheduled for the next day. Due to the number of issues, he called his manager Calvin, and explained the situation. Calvin spoke to me and told me that "QC" would need to call me back and that he would ask them to do so as soon as possible. No one called.

I decided to call Sears again on February 2nd in the afternoon around 3:30 pm. I spoke to one of the better customer service reps, a male possible named Maurice, and explained my situation, again. Throughout this entire process, I was shocked about how I would need to explain everything to the Sears for 30 minutes and that during each subsequent call, I would need to explain my issues again. It would seem that each customer service rep did not take any notes, further wasting my time.

Maurice told me that if I had another vendor come out and touch my dryer, it voided the warranty and I could not receive a refund whatsoever. I explained that I told Sears that I had hired another vendor to clear my dryer blockage three times before and was never told this after living without a dryer for over a week. He told me that it was on the back of my invoice. I explained I understood, but if Sears defrauds me by lying about conducting the service and damaging my property on top of that, surely they should understand why I would not want them to touch anything in house ever again.

They did give me Nikki ** correct email address, and I then, emailed her the information regarding my property damage attached. I asked to speak to Nikki since I was never told about the warranty issue, which seemed to hold my appliance hostage and because after being promised day after day (literally) that someone would call me to discuss my property damage and service issues, no one had. Nikki was in a meeting and had to call me back.

To my surprise, Nikki actually did call me back around 4:00 pm the same day. She said she received my email and could in no way give me a refund. I told her that if Sears broke my contract by not providing a service and then LIED to me numerous times, that I am entitled for a full refund and something for my property damage so I can move on with my life and have dry clothes again. I explained the sequence of events, nearly verbatim to the content in this email above. After I explained what occurred with each conversation with Sears, she told me she "didn't know what was said between you two and would have to look into it." I asked her if she thought I was lying? I told her on my original invoice that it's clearly written by the Sears technician that they did not move my dryer and therefore did not provide the service requested but charged me anyway. She said she would have to look at the invoice.

When I pressed her regarding my property damage, she asked me how much she wanted to fix my bathroom floor. I told her that I couldn’t provide an estimate because I am not a licensed contractor specializing in bathroom repair. She then asked me how large my missing tiles were. I told her about 1 3/8" and explained I cannot replace them because they are original to my 1969 house. Further, I explained that on Friday, January 30th I spent four hours looking on the Internet and at three different tile floors for something similar and was told that size of tile is rare and it was not replaceable. When I told her the tile size, she started typing (almost as if she was trying to Google the cost of two tiles in that size).

She told me all she could offer for my tile damage and time was $65.00. I was, and no pun intended, FLOORED. I explained that no one would even come to my house for $65.00 much less repair to missing tiles. I further explained that if I cannot locate any tiles that are similar (and I cannot so far) the entire floor would need to re-tile because it would be unsightly to have two tiles that do not match or just two gaps filled in with grout. Nikki insisted Sears could only offer me $65.00 for my property damage. I asked to speak to her manager and she stated, "No one above me talks to customers. I'm it. They don't talk to you." I asked again, "So there is no one who I can possibly speak to regarding my property damage?" Nikki, "No, I'm it. That's all you're going to get, $65.00."

I then asked about a full refund for the $914.99 charged to me. She said she could do nothing to help me. At one point, she had to call me back so she could review my invoice and speak to the technicians. After calling me back 10 minutes later, Nikki stated the technicians were unaware of any property damage and that SHE would need to investigate how it happened and conduct further research that would take at least 24 hours. I told her that it was obvious that they sucked up the tiles accidentally and either did not notice, or shut the bathroom door hoping I would not notice, and it would obviously not be in their best interest to say anything now.

She said that the technicians, when contacted by her, were first being made aware of the damage. I asked how that was possible considering I spoke with Sears the day after the service and a customer service rep told me she spoke to the technicians and asked them to check their equipment for my missing tiles. I stated, "So who is lying, the Sears customer service rep on January 28th or your technicians now?" She again stated she didn't know what was said to me but she could not confirm what the customer service technician actually said. I told Nikki that I did not like being accused of being dishonest and that I had no reason to lie. I stated that I am a manager and if my employees said the wrong thing or did something incorrectly, that I would be responsible.

Further, I stated that she was responsible for her employees statements and that I did not realize that I needed to record every conversation I had with Sears or the technicians when they were in my household because, I as the customer, would have to bear the burden of proofing both the damage and that they simply did not perform the service.

After threatening to sue Sears in small claims court and to perform a charge back on my credit card, Nikki then offered me a refund that would include all property damage of $150. I thought that would the most ridiculous offer I had ever heard and told her so. She then said she would have to dig deep and offered me a refund of $200, but again that would INCLUDE the PROPERTY DAMAGE. I declined and said that I will just do a charge back on my credit card. She said, "Well, you can do that, but they will just talk to me and I am not giving you a refund. So, that's up to you." I again asked for her manager and was told by Nikki that no one above her would ever speak to a customer.

I have never in my life experienced a customer service representative, and a manager at that, so rude as Nikki **. Before deciding to call my credit card company, I looked on the Internet to see if I could contact Sears via another avenue. I called the customer relations department at 5:30 pm yesterday and spoke to Christopher. He started a claim for me right away with Sedgwick, your insurance company, and seemed shocked that anyone from Sears would try to handle the property damage themselves as Nikki ** did. I asked if it was Sears policy to refer any customer with property damage immediately to your insurance company. Christopher told me that it was.

I stated that since Nikki lied to me and told me that all Sears could do is offer me $65.00 to cover my significant damage and that she as a manager was the only person I could talk to and I could not appeal my case further, I asserted that I would never speak to Nikki again. She is a liar who tried to DEFRAUD me by refusing to give me the correct information to resolve my property damage complaint.

Christopher further advised me that I should reschedule my appointment scheduled with my contractor to clear my dryer blockage since it would void the warranty. He said, just give us 24 hours to add the notes from our technician service from February 2nd to the system and they should be able to give you a refund since it clearly states in multiple places in your file that Sears admits they did not perform the service I hired them for. I was on the phone with Christopher until 7:30 pm and combined with my earlier calls, that makes a total of 4 hours on the phone with Sears. So, I rescheduled my service with my new contractor to clear my vent. Christopher told me to call back the next day (today).

I called Sears around 12:15 pm today. Spoke to a nice female customer service rep. She told me that a note existed in my claim for HVAC to call me. I said that it had been a week since my issues began, spent 30 minutes explaining the sequence of events above, and that I was told to call back to see if the notes from the technician on February 2nd were entered in the system. She stated that a note in my file explicitly stated, "Customer will not be given refund." The very opposite of what I was told yesterday. I explained that I did not want to speak to Nikki again and did not understand why I had to wait for someone to call me back. The customer service rep gave me this email address and told me she would open an "executive complaint" and give them 24-48 hours to call me back.

Are you seeing a pattern here? Every single time I call, I waste 30 minutes of my time explaining my situation only to be told someone will call me. Frustrated, I called back. Explained my situation and was told that no note of an 'executive complaint' was made. I was told someone will call me back again and that's when I decided to write an email to Sears HQ.

My husband called Sears Service, they told him they have no vacuum sent in for us. UPS Verified it was delivered, never mind the voice mail we received regarding service. They put him on hold for 20 mins before he hung up because he was at work and couldn't continue waiting. I then chatted online regarding the repair to find out what was going on. They couldn't find my vacuum and didn't know anything about what I was talking about. I ended chat without resolution (in anger/frustration). Called the # the person on chat gave me. This lady was somewhat helpful. She finalllly found my vacuum order online. It was not associated with my account and should have been. So she said they were not seeing the purchase and/or warranty or the ext purchase agreement. Even though my name, phone #, and address were correct in their system and this is the information I was providing all along. She resolved this step.

She said Purchase protection Dept said they would refund the entire amount of vacuum purchase, once I return to them. (Umm you already have it and I can't return if Sears won't send the vacuum back). Supposedly the vacuum is on the way back to me, but they could not verify this and weren't able to give me a tracking #. Instead I was told, someone will call me within a few days to verify it was being returned. Told once I receive the vacuum back I then have to make another phone # for the Purchase Protection Department to request the refund. I am EXTREMELY disappointed in the support I was not able to receive by multiple stores/departments. I will never buy an appliance from Sears again. I will also cancel my Sears credit card. This was a terrible experience and I'm truly disappointed in Sears.

I called that number and the gentlemen informed me that the store would not release their last stock but he would call the store and arrange to have them release it for me. He cancelled my previous order and took my credit card number again and told me it would be available for pick up by 2/3/15 order #**. The following morning I received another email informing me that Sears could not satisfy this order. I once again called the 800 number and proceeded to get the runaround for over 2 hours.

I had 4 dropped calls, placed on hold by a case manager for 25 minutes at which time the call was also dropped (with no return call from that person) and finally spoke to Patrick (**). He informed me that he was the highest supervisor I could speak with. I was trying not to be rude but I found it difficult to believe that he was the supervisor when he had trouble using the English language. He mumbled and used the word umm several times when he was at a loss of English words. He would not tell me what state he was in so I was left to believe that I was either speaking with someone from another country or the dumbest supervisor in North America.

He told me there was nothing he could do to get my son's birthday present to me by his birthday February 6. I told him then he not only lost my sale but he lost a customer for life. He obviously could care less! I am regretfully informing you (Sears) that neither me, my family nor any other person who will listen to me, ever buy another item from your store again. I am ashamed that a company like Sears who has based their reputation on customer service and Americas store, could be so unprofessional. Regretfully sad customer.

The waiver states "dear customer: In order to repair your appliance, it must be moved. There is a possibility of damage of which you should be made aware. Although we are careful, many floor covering materials in use today are soft, and appliances tend to depress the floor covering and adhere to it. Movement can sometimes cause a tear or deep scratches on the flooring. In addition, some built appliances become wedged too tightly and are difficult, if not impossible to move without marring the surrounding area. In order to avoid a possible misunderstanding later, please sign the release form below, acknowledging that I discuss this potential problem with you before moving the appliance.”

The first technician was rude and refused to repair my washer if I don't signed and he called his department and I spoke to the department who kept insisting that they have a claim department for any potential damage that would take place but that I still have to signs the waiver which does not make any sense. I have been in the phone with Sears for over a week so far to resolve the problem and Sears agreed that I should not sign the form and they had never heard about this form before.

So they manage to set up another appointment for someone to come and repair my washer and they send two technician since my washer is a large equipment and it needs two man job to lift and check the bottom of the machine. For the second time, the technician was more rude than the other one, very disrespectful and refuse to fix my washer if I don't sign the waiver and screamed at me when I requested to speak to his manager and said "my manager does not speak to customer” and left my house.

The Sears agreement doesn't state any article for this form and Sears kept ignoring the problem and transfer me from a department to another and another. And I read the 18 articles in the terms and conditions in the master protection agreement from Sears and there is nothing it says that they can damage your property while fixing your machines. I told Sears on the phone that I am going to sue them for this.

After 96 hours had passed, I called back and was told I was denied. After 2 hours on hold and being transferred to 5 different people, it was finally arranged. I was to get a phone call in 24 hours to arrange transport, so then I received an email stating the new mattress would be delivered on a date that I didn't pick, to an address I don't live at. I had to call again to get this fixed, another 2 hours on the phone. Then I received another email stating a new mattress was coming on the correct date and correct address, but now they have the wrong mattress coming. Have yet to find someone on the phone to be able to fix this after another 2 hours on the phone.

Never purchase something from this store again. I have been hung up on, transferred over 6 times in one phone call, left on hold for up to 45 minutes. The customer service of this team is unbearable. It's not worth it!! I want to just return the stupid mattress but was told that I had to wait 30 days. Funny everyone tells you something exactly opposite from the other person.

Well, long story short, it took an hour to just get a diagnostic and an estimate (handwritten). As I was leaving, the tech came back and handed me a printed estimate. Second appointment the guy didn't even show up. He said he arrived at a certain time, but no one was at home. Not true at all!!! He entered into the Sears system that he arrived at 4:17pm and no one was there. Not true, my landlord was just speaking with Sears at 4pm. I was sitting in the driveway "waiting" at 4:10pm. My landlord tried to call the tech, back on his cell phone to have him return, but the phone was forwarded to voicemail (how convenient). The last appointment (today). I was up at 7:30am waiting for appointment that was scheduled for the hours of 8am-1pm. After several hours had passed, my landlord finally decided she needed to call since there was not call stating that they were on the way.

At 12pm (ish), the Sears Rep stated the technician had already been out to the property but no one was at home. Wow, are they kidding?! Of course, it was nothing they could do, the technician was off for the remainder of the day. Growing up I remember Sears being the store of integrity and good service. You would think with all the other big stores they'd get their "ish" together and provide way better service. What terrible customer service. Shut them down!

After 1 month, and NO CALL BACKS, the microwave was finally delivered and completely damaged!! It was sent in a different box (not the same product) that was torn and duct taped. The door was dented in 6 places. Pieces of plastic were snapped off, the seal was broke, the handle was completely scuffed and scratched down to the metal. The plug was bent, both sides were dented in as well. I called the CA store that it was sent from and again there was no answer and no one ever picked up. I called SearsOutlet.com back and all they offered was to send UPS out to my house to pick it up and they would refund my money once they received this back in their warehouse.

NO ONE WOULD HELP!!! No one ever called us back!! They would not escalate or contact Corporate office. This is the WORST experience ever!! After over 1 month without a microwave, we are still out all of our money and are on our own. Worst service ever!!! I doubt we will ever get our money back and we will probably be out more money to hire an attorney to get our money back again. They don’t even deserve 1 star, but the system forced me to at least add 1 to post. STAY AWAY FROM SEARS, SEARS OUTLET AND ESPECIALLY SEARSOUTLET.COM!!! WILL NEVER DO BUSINESS WITH THEM AGAIN!!!! SCAM ARTISTS!!!! LIARS!!!!

No phone call, no mail, nothing. I did not even hear the Fedex truck pull up and drop it off. I did get a response from Sears on February 4, the day after it appeared on my doorstep.

Original Review: Jan. 30, 2015

I took my Panasonic DVD Recorder in to my local Sears store for an under warranty repair on or about October 1, 2014. Around December 1, 2014 I called the repair service and was told they never received it. I went to my local store and found it was still on the shelf, (had not been sent for repair). January 30, 2015 after many phone calls I still know nothing. I have absolutely no idea where it is or if I will ever see it again.

When I informed them that haul away and hookup was included they brought them in. Then washer was not hooked up because we were told we need new faucets. I asked that the dryer door be turned and they told me to call Sears and they would send someone else out. After all of that the dryer was defective and another delivery date was set to bring a new one. Again, I took time off from work for a confirmed delivery of January 29 between 1:45 and 3:45. I received a voice mail at around 10:30 a.m. saying they were running early and would be there around 11:30!

My husband called them back and told them no one would be home until 1 p.m. I arrived home around 12:30 and tire tracks were in the drive and footprints up to the door. When trying to call the driver again they hung up. When I called the Sears Delivery # I was told that the drivers submitted a report saying that the dryer could not be delivered because of the weather conditions and ice on the driveway!!! The roads had NO ice on them and the drive had maybe 1/8" snow.

I believe that they wanted to end their work day early so they lied about why they hadn't delivered. This whole experience has been a total nightmare. Please do not deal with Sears for anything and maybe the public will get the word out that this is a horrible company. On a side note I called the Sears.com customer service and they would not even let me tell my story without switching me to the delivery services. I supposedly spoke with a supervisor who could care less about what happened.

The sales agent, first of all, was taken back when he saw the words on the warranty (as if this is the first time he saw this). Secondly, he asked if I had a code. He couldn't order anything without a "code". I said, "no code" and directed me to call the 800-4my-home. After explaining this to the individual (after a couple attempts - so that my request could be understood) they stated a technician would have to come out to look at it and would be a $95.00 charge. The earliest would be the next day between 8-12. I said 8:00 is best.

Day 2 (full day off work) - The technician arrives around 9:00 am. Walks downstairs, turns the corner and says, "Yup, it's leaking - there is nothing I can do." (attached image of leak) Really! That's what I told the sales agent the day before. I also said, "I am not paying $95.00 for a 5 second service call." He obtained the model number, serial number etc. and went to his truck to write up the receipt. After I received the receipt, I asked if I just take this to the store and he said no. "Sears will contact me within three hours". Really, three hours!

Anyway, about 10 minutes later they called and stated the new one is on order. Home delivery will occur faster than to the store and she will remove the delivery charge. She said, nothing in stock. In store will be next Thursday, home delivery next Wednesday. I said is there anywhere near by that I could pick up the heater? All of sudden she said, it will arrive on Monday (5 days after the present phone call) to the local store. She gave me a ticket number and the local store number to call to find out about when the truck arrives. I had called around local stores (up to 00 mile radius) to see if anyone had a heater and I could go and pick up. There was none to be found.

Day 5 - Soon after the store opened I called and they stated usually, the truck arrives anytime and would take a couple hours to unload (300 items). I said, call me when the truck arrives. 1:30 - I called and they said the truck just arrived. 1 hour later, I went to the store and they hadn't started on the truck as they were waiting for people to come in and unload. They kept saying, "didn't know where in truck but I'm on the list". At around 4:00 I had the water heater and on my way home to have it installed, which I had previously set up with a plumber.

My question is if this happened to anyone of the individuals I talked to, would it take just as long? After taking 2.5 days off from work, having a wife and kid, and it occurred in the Winter, the number of hoops I had to go through was unacceptable. In my opinion, this should have not taken more than 2 days (max.) to complete and satisfy me, the customer. I want to refer you to an article I found from Chicago Business, January 27, 2015 - "Sears slashes 100 jobs at headquarters". In this article the talk is about closing stores, how Sears is troubled, and not keeping inventory. This was the worst experience I have had and will not be buying anything else from Sears. I hope with all my might that this new water heater does not fail. If it does and it is within six years of the purchase date of January 21, 2015 - I should be able to call up and have a new one installed the next day!

Third person said that someone should contact me within 48 hours after the first person said someone should contact me within 24 hours. Should not 'would call me back'. Not one rep had the correct information or not being forthcoming with what really is going on with refund!! They would not allow me to talk to a supervisor at all. They just kept passing this off to other people that would give you a name, but when you called back NO ONE has heard of that person that you were talking to previously too!!! What is going on here? Very fishy - and my bank has notified me that my account has been compromised!!! How can you trust Sears and their employees?!!!

I contacted customer service and they replied that the price difference is because of a 90 day warranty for Sears installed parts. By that logic, a $20k car would have a $35k warranty. I purchased all of my appliances in my home from Sears. That total was over $10k. In ten years, I have had to service each and every appliance (the oven twice). Gouging customers is not the right thing to do, you have lost my business and that of any friends and family I will share this with. YouTube and Amazon will serve you far better than Sears will ever.

I gave Sears the benefit of the doubt since I thought they were a reliable company, but I was sorely mistaken. Not sure anyone in answering service is base state side. After this experience and the online support and total runaround I received, I do not believe I will ever do business with Sears again. This situation truly upsets me since I try to support (as far as I can tell) American companies.

2 weeks later my dish washer broke. Had someone from Sears come out to FIX MY BRAND NEW DISHWASHER NOW... Guess what happened next...nothing! He had to order a piece. Day before they were suppose to come and FIX my dishwasher, I get a call that the piece was on back order!!! Number of phone call later I have convinced them to just send me another new dishwasher. How could 2 out of the 3 appliances be faulty?!? I just received 3 phone calls about the same dishwasher delivery...with still no date set!!!

I can't explain how frustrating it is to buy 3 new appliances from Sears - and 2 of them be faulty! The number of phone calls I had to make and give my information to over and over is so annoying. And to top it off, I had to arrange my work schedule to have 6 different days off to be home for these deliveries and I still don't have 3 working appliances!!! Never again will I buy a Kenmore appliance. Never again will I buy anything from Sears!

The last time this occurred was tonight (JAN. 26th) when they called me yesterday to confirm that someone will be at my house between 1 and 5 pm and I HAD to call them to inquire where the technician was at around 4:30 pm. When they finally answered the phone they assured me that the technician was running late but he/she would be here in a little while. After 2 hours of waiting for this supposedly late technician (6:30 pm), the customer service rep said that my appointment had been rescheduled AGAIN to FEB. 6th without anyone letting me know of this (meanwhile I had been assured that the technician was running late, thus I wasted 2 hours in vain).

Not only is this unprofessional but it also shows a lack of concern with your customers because when it comes to processing payment, SEARS repair department wasted no time in taking my money ($240.00) for this service plan they offered me. I will not recommend this service to anyone and I would like to say publicly that this is the WORST customer service experience I have EVER had with any reputable company in my life! I DO NOT RECOMMEND ANYONE USING SEARS HOME SERVICE EVER!

Sears is doing nothing to fix my issue. I have been dealing with them since the beginning of January and I still have no resolve.

Three weeks later after multiple phone calls I received a PARTIAL refund of $250.00. A few weeks later after multiple phone calls I received a refund of the $175 balance and a debit to my account for the same $175. Basically a zero dollar transaction. Every case manager this has been assigned to has been inept at best. There are no U.S.A. based representatives that I can speak to. I'm on hold with them as I write this complaint. It's been 40 minutes and they still can't find the refund transaction. I complained on the Sears satisfaction survey. I got no response. The customer service is horrible. This is definitely my last Sears purchase for a long time...

When the technician arrived (second one), the part he replaced did not fix the problem. He and my husband both saw that it was arcing inside the microwave. The technician said that this issue was not fixable. He took pictures and spent time on the phone with his office telling them that the microwave needed to be replaced. Sears was supposed to call us within 24 hours. 5 days later, my husband called them and they said, "Oh no. We don't call you. You have to call us." Then they told us that the pictures weren't good enough and they had to be taken again by another technician. They had received pictures of the black marks where the microwave was arcing. Their response was that it was not possible to break there.

2 weeks later, a third technician came over and basically agreed with the original diagnoses. He took several new pictures and then sat in his truck while he talked to his office. They still didn't believe the pictures - once again because it was impossible for this microwave to break in that particular spot. Our microwave had been out in the garage for a couple of weeks and was partially disassembled. They told the technician to put it all back together again and validate, however, my husband and I had left the house to go to a movie so he couldn't do that step.

What a waste of time! Basically, Sears service is calling 2 of their technicians and ourselves liars! My husband went to Sears that evening and voiced his complaints to a manager in the appliance section. Once again, we were promised they would call us no later than 3 PM the next day, and, once again, no one called us. 2 days later, Tom went back to Sears. The manager there promised to get this issue escalated. We're waiting... I want a microwave!! Instead, I have a hole in my kitchen where a microwave is supposed to be. This is ridiculous. Sears has spent FAR more money sending technicians to the house and wasting everybody's time, than they would have spent just giving us a new microwave. It's only 5-6 months old. It's under warranty.

I began questioning them and they finally discovered that the chairs had been delayed until April? What? I cancelled the order? DOES ANYONE AT SEARS KNOW WHAT IS GOING ON? My mother is 91 and with not long to live would have just liked to have her chairs! If we had known sooner we could have already ordered and received different chairs, but at least she would have had some! The lady on the phone did not even care and she was rude! Sears should just deliver them two nice SMALL recliners! Why should anyone buy from SEARS? This is unbelievable!

I received a phone call on Thursday morning from a man who barely spoke clear English and stated that the refrigerator would be delivered between 11-1. I told the man that I would be out during that time for an important meeting. He stated that he would schedule my route first and be there at 9:00 a.m. Well as I was waiting patiently 9:45 a.m., I received a phone call from Sears stating that they received my cancellation and request to reschedule for a different day and I stated I had no idea what they were talking about as I was to receive my refrigerator at 9:00 a.m.

He stated that the delivering company stated I wanted to reschedule to a different day, and I told him, that, that's not anything close to what I informed him and what he informed me. So Sears asked if they could deliver on Friday instead. I agreed stating that I would take off of work to receive the order. Friday comes along and it's 5:00 p.m. and still no refrigerator. I called Sears to find out when they would be delivering the goods and they stated that they tried and no one was home! WHAT?!?! I took off of work to receive the order and I was home all day... waiting!!! They asked what color my door was as my door is white. They said they knocked on a dark colored door! Wrong Door Morons!!! Now I am getting upset. So they said well we can deliver on Sunday! UGH!!!

So I agree... Sunday rolls around - no phone calls stating times of when it was to be delivered after I was told that I would receive a phone call 2 hours prior. So, I head to church which is down the street and I receive a call from my 16 year old son. “Yeah, They Came and then left because you weren't home”, and he couldn't receive it. Remind you... no time or phone call from anyone in Sears or the Delivery Company. I called and they apologized again and said they would be there before 4:00 p.m. Well yep, you guessed it. 4:30 comes around and still no refrigerator. I called and they said “Oh, the warehouse is closed” and they can schedule a new delivery for 2 days later!!! WTF?!?!

This company outsources their customer service department because all they care about is money. Customer Service is far from their employee handbook and no one records, documents or fixes customer problems. The worst company to do business with. There is no accountability of consistencies. You will be disappointed!!

During this time we called and emailed Customer service and had no response. We called Sears Protection plan and they could not help us. We called the maintenance group and they ignored us. Many many people claimed they would look into it and call us back and no one did. Finally 2 weeks ago, an "expert" came in, conference called LG and together they decided the fridge was not fixable and that we would therefore get a new one. A week went by and no one called us. We called them, were told that someone would call us to explain how we should proceed. No one called us.

Today we got a hold of someone and were told that yes, in fact they would give us the current replacement cost as a store credit and we could use that to purchase a new fridge from Sears. We said Great! But...the credit would be for $2100! How is that fair? We asked. The Sears person said that in their opinion, "Current Replacement Value" meant the Depreciated amount we paid and so from the $3500 we paid 2 years ago we would get $2100. We asked how that was possible when the agreement said clearly that we would be entitled to either a Refurbished model, a New Model not to exceed the original price, or a Store Credit. He said that it was at their discretion and that in their opinion, Current Value meant Depreciated Value.

I then asked that they not give us money but give us a comparable fridge. He said we could get a very good fridge for $2100. This went on for over an hour. We got nowhere. We asked for his supervisor and he said he would ask him to call us but could not guarantee when. So here we are. 6 weeks without a refrigerator. Not enough money to replace what was a new lightly used fridge and another promise that "someone" would call us.

I strongly suggest that if anyone is looking to purchase a new appliance that they look anywhere but Sears. They are disorganized, dishonest, and could not care less about their customers. They would rather pay $1500 fixing what is unfixable than admit they sold a lemon and make good on the protection plan contract. They do this expecting that it would not be worth our while to engage a lawyer or go to court and that we would walk away.

When I called to complain again recently, the service representative David said, "Well it's not like we send out techs to tinker with your machine and order more parts." I am irritated with this entire situation and the nerve of the representative to get annoyed about my complaint. Supervisors are never available to speak with you and the representatives just put on hold and pretend that they can assist you but they cannot nor will they provide a contact number for some in authority to assist. Anyway after two motors, a rebuilt interior, multiples service call and several inconveniences, my GE washer is still broken. If anyone out there reads this you may want to think twice about allowing SEARS as your service your appliances.

Here are the problems: The new schedule was for 10 days later. I do not understand that Sears has no one that could come to replace the technician. Do I really have to go to the bottom of the schedule list? But, hold on, it gets worse. I called to the department after this unexpected news. The person who was trying to help me put me on hold for more than 20 minutes, until I realized that there was no one on the other side of the line. But, at night, I received a call from a machine to confirm the appointment for the next day between 8:00 AM to 12:00 PM (the original schedule). A doubt appeared. Did she really found another technician, or was it a mistake?

Sadly, the second option was the correct one. The machine was confirming a non-existent appointment. Now, I have wasted almost my entire morning calling to different departments to see if I can fix my dryer sooner than in the (10) days. They offered $25.00 weekly to take my clothes to a public laundry service, really? I have two little boys; I don't trust the hygiene of those public laundries.

They also offered me to go to a rent store and rent a dryer until the day the technician comes. Great! I have to go the store, load the dryer in a truck (that I need to pay for), and return the dryer to the store when I finish. Then, they will send me the money for the rent of the dryer. Do they really think I have time for that? Do they know if I have the money for the truck and the dryer?

Big problems with this department. They showed me no organization at all. How is it possible that the machine called me to confirm an appointment that does not exist? Why do I have to wait so long because the technician is sick? Where is the respect for customers who trusted this store? I bought my appliances in Sears, bought the extended warranty, and...? There is not doubt that I will never buy anything else in Sears. I will share my feeling with those people who need to know my experience. I am sorry, but I am very upset.

We had already gotten rid of the old furniture and not to mention I'm expecting. I have to sleep on the floor for 6 days PREGNANT. I asked about getting a different model that could come sooner and they told me they would have to cancel my order (at least a week for the refund) and purchase another set. Why can't you use a credit from the purchase I already made towards a new set? They dropped the ball but the customer has to suffer. I will never spend another dime at Sears! I should have went to Sleepy's like I started to.

My spouse even offered them the help and they refused. Whatever excuse they came up with is a complete lie. We had a king size bed and if a king size mattress can fit, any other smaller size will definitely fit. So after that I went to the store and explained the situation and they even agreed with that, what the delivery guys said it didn't make sense. So another delivery is scheduled for the following week on the 10th and around 7:30 the guy called and he says that they loaded the wrong size of the adjustable foundation and I told them to deliver when they have both two pieces. Called customer service again, explained the story again and I was transferred at least three times.

I finally spoke to a person who seemed to convinced me that the delivery will happen on the 14th with no issue. But guess what, they called telling us that the foundation is broken so they don't have it. Called customer service and explained the whole story again and the person reassured me that, the service I received from Sears is unacceptable and that he will take care of the issue personally and he asked for more time in order to make sure the delivery is done promptly. So he scheduled delivery for today the 21st. I waited and waited and when I see nobody coming called customer service again and nobody could help at all. They just keep repeating the notes written on the file which did not have anything with what exactly happened.

Bottom line, sears deals with third party delivery company on which they have no control over the service quality level or customer satisfaction. I went in circle several times and my products are still not delivered. This was the worse service ever. In all departments I spoke to, no one seemed to have any clue of what's happening or have some sort of control of the situation. My next step is to send a written complaint to the Toronto office to see if anybody can solve my outstanding issue. I am just tired calling customer service every day and I don't believe they will be able to help at this point. Thanks for letting me express my frustration about the unacceptable service I received from sears personnel.

So I added some more oil. I fired it up and used it again, still has fresh gas from two days prior. After about a hour I noticed oil spots on my drive way, sidewalk and patio. So this time it's really leaking oil. I took blower back into Sear maintenance shop, told the gentlemen what was going on. He wrote it up as I explained to him the problem. Ten days later I get a call from Sears and they're wanting $ 201.00 to fix it. It was 159.00 new. They said I either let it run out of oil or I didn't put any in so the cylinder was scarred, and voided warranty and it needed a new carburetor. I said, "You just put one in 3 months ago."

Because I didn't dump the gas out after every time I used it, the carburetor was (GUNKED-UP) void warranty. So disappointed in service department and sales. I think if it was so vital to dump gas out every time you use the blower, (if known) there would have been no sales that day. I talked to mechanic and he say it's in the policy manual to do that. I've been a Sears member since 1972 and I have never done that before. So why doesn't the gas filter in the tank work? Or why isn't there a gas shut off on the gas line. But it's my fault he says. Bye Sears you just lost a customer of 43 yrs, I will never buy any gas driven machines from you again.

We could not get a clear answer from anyone we spoke to. When we confirmed our credit card information to the representative, it matched with what we had previously provided so we are completely unclear as to why the order was canceled in the first place. We are now out $2500+ and we were told that if we still want the bike, they will have to re-order the bike, requiring us to provide our credit card information again and presumably wait another 2 weeks for a home delivery. No one has been able to give us a sufficient, clear or consistent answer as to why the order was canceled in the first place, even after receiving the confirmation call 2 days ago. Conveniently, no supervisors are available to speak to us. Sears has completely wasted our time and has stolen our money. It is the worst company and we will never buy anything from Sears again.

The day of the installation, the project manager sent me pictures of the kitchen, as I had requested. I immediately informed her that the sink was to be stainless! She said that I needed to speak with the salesperson, whom I had not spoken with since the contract signing. Once calling him, he informed me that "the contract says" 'white' sink. I told him that I needed to have a stainless sink installed. At any rate, the project manager neglected to contact the cabinet person of my desire, so the back splash was completed which, according to them, made it impossible to remove the white sink and install a stainless sink. So, as it stands, the white sink is in the home with stainless appliances, stainless door knobs and stainless handles.

As it turns out, also, Sears' contract does not have a line-by-line check-off for the buyer for the details of the type sink, but rather allows for the salesperson to make such a selection. How preposterous is that? I spoke with a higher manager who asked that I sign-off for the kitchen's completion, but I declined to do so at this time!! I need a stainless sink! It's no wonder Sears if failing financially! This experience, along with an unsatisfactory heating duct cleaning, has ended my dealings with Sears!!!

We called numerous times to inquire about the 'credit' we were promised. Finally, someone said to us "Oh, you never got the credit because you were supposed to go online and fill out the SEARS portion and then they would send it to you, but, you were to do this within a week of your purchase, and now the time is up, so you do not get the $80 credit, sorry, bye". WOW. How can this be legal? NEVER AGAIN SEARS!! YOUR COMPANY WILL NEVER GET ONE DIME FROM US. EVER. PERIOD. END OF STORY.

Updated on 02/08/2015

Have had numerous conversations with numerous techs. Sears sent someone to check unit on 01/29. Have not heard a word from anyone from Sears since 01/29. When I call they say Taylor is my case worker but have only talked to her once on 01/15/2015. Unit still not working but I'm still making monthly payments. Acct in name Marvin **.

We have purchased our last appliance from Sears. We will purchase from other businesses that have made successful and stress free deliveries. Sears was okay, the driver from the subcontractor is, in my opinion, not competent to make the deliveries for Sears. As long as Sears doesn't care enough to change the situation, they won't care they have lost our business.

I said that I would not be able to have time off to stay at home for the repair through the end of the week, but he said that he'd be able to return that Saturday in order to conduct the repair once the parts arrived if they did not have them in stock at the local warehouse. I attempted to call three times and sent text messages to the technician on 29 December 2014 to determine if he was returning to the house. I received no response. I departed for my trip about five hours later than scheduled and returned early from visiting family on 2 January 2015 based on the statement made by the technician when he said he would return for the repair by Saturday at the latest.

I spoke with Sears customer service numerous times on 2-3 January 2015 and they said that their technicians do not make repair calls on Saturdays. This was never expressed to me and they said that they are not responsible for the statements made by their employees or technicians. This was also the first time that we learned of a 13 January 2015 appointment to repair the washer and that the circuit boards (based on my troubleshooting as a non-technician with no experience working with washing machines) were going to be shipped directly to our residence. I explained that the repair date would leave us without a washing machine for nearly 5 weeks for a family with both adults working full time (active duty officer & a federal employee) with little time to make it out to a laundry facility. I asked why an appointment was scheduled without ever consulting us or determining if the appointment would work with our work schedules. They said that was the earliest they could provide and they weren't sure why their technician didn't have the parts on hand for his first visit since he was able to order them without performing any diagnostics or troubleshooting other than talking to me about what I thought was wrong with the machine.

Sears automated system called on 12 January 2015 twice to confirm the appointment on 13 January 2015. The first confirmed that the appointment was from between 8-12AM. The second call said that we were the first stop on the technician's route and they would arrive between 8-10AM.

At 12:34PM on 13 January 2015 a technician called to inform us that the local technician in our area called in sick and was not taking his call. The technicians arrived at 12:50PM. My spouse took off a morning of work in order to wait for the technician that was supposed to arrive between 8-10, assuming that the repair would take no more than 2-3 hours maximum since the parts were already at our home.

The second group of technicians performed their job well, but were unable to rectify the situation with the repair. Our family has been out for more than 5 weeks without a washing machine and Sears Customer Service's stance was that a replacement was not possible due to a policy that states 4 repairs in 12 months must occur before a replacement is an option.

I requested that an exception be made for the extreme nature of the circumstance due to the length of time for the inconvenience as well as the terrible service we encountered with that technician. The common response was that there is "nothing we can do to help. Sorry." When they said that they could not guarantee that the projected repairs would rectify the situation during my calls on 2 January 2015 (which ended up being confirmed on 13 January 2015), I asked for a replacement so that the issue stopped being an inconvenience to work schedules as well as the inability to do our laundry. I expressed concern over the way that our concerns were dismissed and that the Customer Service representatives, on numerous occasions, said that they are not liable for the statements made by their employees or customer service staff. They said that their policy is that a replacement will be offered if a repair is not possible due to lack of parts in the system or if four repairs occur in a 12 month period. They said that there are no exceptions to their policy and, essentially, said that I am at the mercy of their schedule and needed to deal with it.

I was never informed of a follow on appointment after 4 calls. I finally checked online and saw that another appointment was scheduled for 20 January 2015 with no consultation or regard for my family’s work schedules. I received this information before a holiday weekend leaving me 3 hours in my work day to inform my superiors that I will, once again, need to miss work to wait for a technician. The utter lack of accountability for statements made by employees, the inconvenience caused by their poorly managed service processes/logistics, and disregard for work schedules other than their own is appalling.

As of today, our family spent two days waiting at home for technicians, cut a family trip short based on the statements made by a technician to make an appointment that was never made, had an appointment made on 13 & 20 January 2015 without consultation or regard for our work schedules, and ultimately are still left without a functional washing machine after 5 weeks. I've been a long time Sears and Craftsmen customer. My grandfather and father always told me "buy Craftsmen because you can't beat their warranty." I'm sad to say that this experience has completely reversed my long term opinion of Sears and their willingness to stand behind their products and services to make things right for the customer.

I already have a problem with them when I purchased the refrigerator. I was told about the delivery date, my kitchen was ready and set up for it. Nobody came. Come to find out, the salesperson did not schedule a delivery for me so I have to wait another 3 weeks. She said she will refund my delivery fee. She DID NOT! No wonder this company is going down. Poor service, poor products, and all they want is more money from you. I vowed to never purchase from this company again after Sept 2011 and I have not. Please do not do business with SEARS!

Recently the fridge had a low cooling issue... I call in sears and this guy shows up... doesn't know English and whatever I say is met with a blank stare... and he would mumble something which I had difficulty comprehending. Anyhow, the guy comes in, opens up his laptop and plays around with the ticket a bit and says "it is your compressor that is at fault..." "HOW the heck did you find that out," I demand... "don't you need to do some tests..." He says ok... and then moves the fridge forward and opens up the compressor panel and started a battery of tests.

Everything he tested was a green on his machine but he said in the end "compressor bad." I asked him about the green lights and he stared back. Then he proceeds to do things on his laptop and provides me a bill for 777+ usd for replacing the compressor. I was shocked and disappointed. I said no way then he billed me 101 and left the place.

Bad servicemen are in Sears now was my conclusion. I will try calling up for a second opinion. I think it is out of freon. But what got me was his pulling-outta-thin-air the issue... Appalling! I will ask for a second opinion and hope they say it is a freon issue. It is cooling but not cooling well.

I had to wait a few days for the scheduled service call. Nothing was mentioned about a part being shipped, but the day before the scheduled appointment, I got an automated message. When I returned the call, the young lady asked if the part had arrived. No, I didn't know anything about a part. She stammered a bit, said she'd check her records, and then came back saying that no, it looked like there wasn't a part involved after all. I stayed home from work the next morning as scheduled to wait for the repairman. After a while I got a call asking if I had received a part. No, I wasn't expecting a part, nor had one arrived. Oh but yes, a part was being shipped to me. He checked his records. "Oh wait a minute, it's not supposed to be delivered until this afternoon." "You mean you had me stay home from work this morning for a service call that isn't going to happen because the part isn't scheduled to arrive until this afternoon?" "Yep, looks like that's the case."

So the service call is rescheduled for the next day. Unfortunately, my lost work hours and meetings can't be rescheduled. So the second day I come from work at noon to wait for the serviceman. More lost hours, more missed meetings. He arrives at 4:30. Laughs as soon as he arrives, because he sees the part on the counter. Turns out he has a truck full of parts that they shipped and he hasn't used. One three-second test tells him it's not the part that's the problem. For some reason he doesn't have diagnostic tools for this machine, so he has me go online, look up the error code and print out the instructions for him. (That's weird; I thought he was the expert.) On further investigation though, he finds a large crack in the "tub", says it was likely damaged in shipping or installation, takes some pictures, and his superiors end up agreeing with him that it's not repairable, so I should get a new dishwasher under the warranty. Someone will call me in 3 business days to give me more information.

Friday a young lady calls, two days ahead of schedule. That's good. She tells me that I am scheduled to get my new dishwasher delivered and installed on Saturday, with the old one hauled away. That's very good. I happily cancel my Saturday plans to stay home and wait. The truck shows up, they bring the new dishwasher up to my unit, and start to leave. "Wait, what about installation? What about hauling the old one away?" "Nope, we just deliver. We don't know anything about installation and haul away. If it was supposed to be installed, it would have been a different crew. Not us. No, we don't know who you should call. Sorry. Bye."

So I call various 800 numbers I find here and there, spend over an hour, talk to eight different people. No one knows. Someone else's fault. Someone neglected to check the right box for installation. Local contractor says it's not her problem. "Someone may call you next Tuesday." Today I decided to register a complaint on Sears' Facebook page. Got a reply in a few minutes, sounded promising at first, but just more of the same runaround. No one knows. It's no one's fault. No one evidently has a record of any of my conversations. Someone from the contractor may call me tomorrow. Or not. Maybe I'll have to stay home two more days, because installation and haul away are two separate functions. Or maybe not. No one knows. Not their problem. Is it any wonder this company is circling the drain???

I have repeatedly suggested that Sears simply re-order the item for me and send it to me, at which time I will return the incorrect (and much less costly) item. They are adamant that they cannot do this. It is evidently a corporate policy matter. My only option, I am informed, is to return the item, get a refund to my credit card (which remains debited for the order placed at the beginning of December), and replace the order with a brand new one. It would be up to me to initiate these actions. I do not wish to do this because I will lose the benefit of the sales price and now-gone credits I was able to apply to reduce my cost. Some research I have done suggests that I will also have to pay a higher shipping charge. Promises of dollar-amount or percentage credits by Sears would be inadequate to fully make up the difference, let alone compensate for the hassle. I am throwing in the towel because of frustration. I have decided to return the incorrect item, watch for my credit, and terminate my more than 50 year relationship with Sears.

Call at 9:00am and ** tells me they are so very sorry they overbooked for today 1-10-15. "I will personally call you within the hour with a date and time." No phone call. I receive a call at 2:30 pm from ** in the delivery dept. Sounded like he was reading from a script. Every excuse and blame game of personnel as to why a delivery was not going to happen 1-10-15. Lost our connection. No return phone call from him after that. I called to follow-up and of course not one person has an answer.

I finally get a call back from ** laughing saying, "I thought you were mad and hung up on me when I lost you earlier." What???? I barely said two words to you. Why would you not follow-up with a customer especially on a supposed delivery; the day you are calling...hello. I have 3 witnesses and we are baffled. I asked why I am being inconvenienced for delivery now moved to WEDNESDAY of next week. ** says he has to schedule a day where he can make the schedule a short day to accommodate my delivery. I said, "Why don't you call your deliveries for Sun. or Mon. and reschedule them and make them wait!!!!" I guess Sears Outlet policy is CUSTOMER NO SERVICE. I paid 84.99+ tax for a Normal Delivery Date of 1-10-15. Unacceptable. Buyer beware!!!

The tech Arthur came 7 times in 15 days (Dec. 5, Dec. 10, Dec. 11, Dec. 12, Dec. 15, Dec. 18, Dec. 19), took everything apart and put it back together, still cannot fix it. On Dec. 19, Arthur told me there will be extra labor charge for $42.50 (not cover under the contract) because they have to flush the tank before they install the thermostat. To my understanding, if there is any labor charge excluding from the contract, it should be written on the contract. I ended up paying him because he said he is sure he can fix it this time. After the tech replaced the thermostat, when he lighted up the water heater, I can hear a loud explosion noise. He waited 5 minutes and said the water heater is working. About 45 minutes after he left, the water heater stopped working. I phoned Arthur - no answer, I left 2 voice massages.

On Dec 20 morning, still no callback from Arthur, I phoned Sears customer service and file a complaint. The customer service there told me all they can do is send a note to the service station, and it will take about 3 days for them to response. I told him to call the service station right away, but he told me they can't do that because they are in Puerto Rico and the service station is in California (does not make sense to me!).

On Dec. 20, 11:38, Arthur finally phoned me. He said the water heater is confirmed not repairable. He said it will be my responsibility to hire a plumber to uninstall the water heater, bring it to Home Depot, exchange for a new one, bring it home, then call him to make appointment for him to install it. I told him the contract says it will cover all parts and labor - he said this is company policy and he can't do anything!

On Dec. 20, 2:35pm, since I hear the explosion noise when Arthur lighted up the heater, I called the utility company Southern California Gas Company to make appointment to inspect the heater. On Dec. 22, 2:55 pm, the tech from the gas company inspected and confirmed the water heater has delayed ignition causing vent to separate and is UNSAFE to use. He turned off the gas! I ended up buying a new water heater and have Lowes installed it for me!

I ordered a table saw for my husband for Christmas via Sears.com in the beginning of December. I signed up to receive text alerts, and worked from home the day it was scheduled to arrive. The day before it was scheduled to arrive, I checked on its status to ensure that it was on time. Color me surprised when the order said it had already arrived and was delivered. Needless to say, it did not arrive. I was home during the time that they reported it delivered. No knock, no text alert, nothing.

While trying not to panic, I called the customer service line. They stated that they needed to issue a trace on the package. I asked if they could send a replacement in the meantime...no. They suggested I go to the store to buy another while I waited for a refund for 3-5 business days. Feeling pretty helpless, and looking at the bare ground under my Christmas tree, I did just that. I drove down to the local Sears, purchased another saw, and somehow managed to carry it inside. Now I have essentially bought the same saw twice. My wallet was hurting, and my confidence in the retailer was not very high.

We are now at January 9th. I still have not received a refund. I have now called in 6-8 times, and each time I get a different answer, or a different date that the refund will arrive. The trace has already been completed, and I was supposed to get the refund by the 4th "at the latest." I asked if they do anything to appease long time customers that are in similar situations, and they told me no. Really? No customer retention policies? Throw me a coupon or something!

I am appalled by the customer service I received at Sears, and will NEVER shop at Sears or any of their affiliates ever again.

Ordered a frig that was "supposedly" available in the warehouse. Waited three separate days for deliveries over almost two weeks, and each time no frig came. Apparently one was in warehouse, but they promised it to more than one person. Finally gave up on Sears and got a frig from Lowe's in one day. Sears won't give me the money back, and now I have been waiting almost three weeks for them to restore gift cards. I am forced to spend $1,000 at Sears (which is robbery, as far as I'm concerned), but even still they have not yet restored the money to gift cards. I have called everyone and everywhere (mostly China, I think), but no one has been able to get this money (in any form) restored to me. I am furious!!!

Yes, I have had them not order correct parts, or whatever. But, no big deal. It's not like we are talking about a heart-lung pump or something. Another example of my other house - a refrigerator not cooling. After a $165 bill, I had it working for almost 3 months. I complained to the company, they came out now telling me it'll be over $300 for a compressor plus most likely some other charges. Blah, blah. Tonight I am getting the serial numbers, model, and brands on my second house to make a 2nd plan with Sears. The may not be the most efficient, but I DO feel they are honest and the overall plan is well worth it.

One more time I called to see what was in the "notes" in the computer regarding the problem. None of my complaints were noted but the 2 offers of discounts were noted. I made the customer service person enter exactly what I said into the notes and made her read it back to me. Sometimes the squeaky wheel gets the grease but at sears no one ever gets the grease. They simply don't care. So I am forced to be at home another day waiting for my dryer. Good thing I am not working. Don't ever buy from or deal with sears for any reason. My refrigerator repair was another nightmare that took a month to fix.

However, when I decided to order a sectional couch on line, it became the worst customer service experience I have EVER had and I now realize that Sears is good as long as you never have a question or an issue. The couch arrived in three pieces and to make a long story short, it was not only the lowest quality piece of furniture I have ever seen, there were pieces missing. I called Sears to find out where the pieces were and ended up spending two hours on the phone with no resolution to my problem. I was transferred from department to department, put on hold, hung up on, given a slew of different answers, etc. Not a single person had any knowledge of the product I had ordered or could give me any idea of what to do to resolve the problem. In addition, every action was going to take 3-5 business days or 5-7 business days, and in the meantime I had no couch and three big boxes sitting in my otherwise empty living room. When they finally did send someone to pick up the return, which became my only option, I was given no prior notice. The delivery driver called when he was 5 minutes away and I had to rush home to meet him.

I have since had a similar experience with Kmart who apparently is also run by Sears with some Christmas items I ordered (received the wrong item, no one could tell me why nor understand that while I did indeed receive a package - the wrong item was inside) and this issue is still not resolved. It has taken a 30 minute phone call and 5 emails and I still haven't received my refund.

I find Sears customer service to be the absolute worst; completely not knowledgeable and seemingly untrained to handle any problems. Requesting a supervisor is like pulling teeth and will at best earn you another 15 minute hold time, only to continue to have the issue unresolved. I am extremely disappointed in Sears.

As the store was closed, I had to wait until 1/5/15 to drive the 45 minutes to get to the new pickup location. On arrival I was told after about 15 minutes speaking with a customer service specialist that the reservation was cancelled! WTH???? They happened to have the item in stock but they couldn't put it on the original purchase transaction and had to create a new charge on my credit card. To top it off, I spent 3 hours trying to put it together to discover, after a half hour on the phone with Pro Form customer support, that the item I purchased is defective! Horrible experience all the way around!!!!!

Rescheduled for 12/31 install. No crew arrived. Called and was told that the delivery had been denied. Rescheduled for 1/2. Day came and went, again I was told the request was denied by the warehouse. Crew came 1/3 to install and discovered that the washer was again defect and leaking water from the drum. Rescheduled for 1/5 - crew came took away old washer and brought in new one. Kit caused washer/dryer to be too large to stack, crew could not take units. Walls have massive gouges in them from the installation crew and my floor has water damage from the leaking unit.

On the 27th, Sears again transferred me to the contracted deliverer, who told me they keep trying to get the mattress from the warehouse but are being told there is no freight. Sears customer service keeps saying they can't do anything about it, since the transaction has already been forwarded to the contracted deliverer. Last week I was told that a supervisor had been notified and would call me back - I never got the call-back and I called for two days after that conversation and still couldn't get any answers.

I asked to be transferred to a supervisor. I waited. The agent answered and asked how she could help me... After two weeks of repeating myself and being told everything is being written in my file, I didn't feel like repeating myself and decided to ask her a question before I wasted my breath explaining yet again. I asked if she was a supervisor, and she said "no, should I be?" ARE YOU KIDDING ME?

Basically I was told I could cancel the order and try it again and a discount could be applied. I laughed and sarcastically asked if it was $50 (it was $1000 order) - she very seriously replied yes. She then said she could transfer me to another "supervisor" who could maybe give me more of a discount. I cancelled the order. Asked if the call had been recorded so there was proof of the ridiculousness of the conversation and hung up. I will never order through Sears again for the simple fact that their customer service department is a joke.

He saved all of his birthday and Christmas monies to make this purchase and he is not in the position to pay for repairs if something should happen to the machine in the next 12 months. I called the maker (SOLE) and Treadmill Doctor and no one is able/willing to help. I feel like we have been ripped off. I think I'm going to have to notify my local representative and Sears headquarters.

After a long succession of emails, chat and phone calls to both vendor (who never answered) and SEARS support, as late as on Oct, 17th 2014 I was informed by Sears Customer Service that the parcel was shipped. I received the parcel, but it was INCOMPLETE and only contained 1 item instead of 2 that I ordered and paid for. As I did not want to deal with this merchant anymore, I called the SEARS support line (#800 349 43 58) to find out what my next step must be. The customer service representative asked me to return the item to the vendor and then get a refund.

I returned the item to the merchant and had to pay additional $54.21 for the return though it was not my fault. The customer service representative told me that the refund will be done after the return is delivered to the vendor, no further actions needed from my part. However, two weeks later (Nov, 22nd), as no money was refunded, I contacted the support again asking where my money was. As of today (Jan, 5th 2015) I still have not got the refund. I contacted Customer Service, provided them with all the data (dates, order #, case #, tracking # whatnot) but all I am getting is give us more data and we lost your receipt and can't open files attached, etc., etc.

It never occurred to me to check SEARS before buying from them as the company is well known. However, when I did start digging I found that the above-mentioned marketplace vendor ONECLICKLLC has a strong FRAUD and SCAM reputation with huge number of customer complaints and alerts all over internet. Yet SEARS keeps the fraudulent vendor in their marketplace and sends complaining customers to runaround. That is, they either cover or participate in the fraudulent scam robbing the customers.

To top it off, the refrigerator stopped working again on Saturday. I placed the call again. They said someone could come out on Wednesday. I explained my dismay and dissatisfaction. They put me on hold and said someone could come on Monday. They couldn't specify a time, but said someone would be here. When I called to confirm this morning they said I am on the calendar for Wednesday. I explained the whole situation to three different people (all the way up to the supervisor's manager) and they told me tough. Too bad. I would have to wait until Wednesday. In summary, do NOT buy essential Sears products and expect good service. They have no compassion and do not care about assisting.

With all the broken Sears appliances in this country, I would think they could work round the clock 24/7 to make satisfied customers. Like everyone else, I will NEVER set foot in a Sears store again as long as I live; it is NOT the Sears I grew up with. Every appliance in my house is Kenmore, my two sewing machines, all the tools in the tool chest are Craftsman, the garden hoses, reels, and trimmer are all Sears. We have purchased all this and clothes from Sears for more than 45 years, but never again. We just cut up our Sears charge cards. Advice: if you work for Sears, start looking for another job now cuz you're gonna get screwed too. Sears is headed for the graveyard, because no one has confidence in the company any longer.

So I left and came back a couple days later and the person still wasn't there but the supervisor let me know that they don't need the shipping person to make the return despite having the person beside him claim the opposite a few minutes earlier. So I gave them the info and waited. And waited. And waited. It gets to the 26th and I phone and ask why I didn't receive my refund yet and they told me the order hadn't arrived back at the warehouse. So I hang up and on the 30th I phone again and they told me it arrived on the 27th but still no refund. So the 3rd of January 2015 comes by and I phone.

This is where it gets weird. I told them I received my statement and there is no refund still and they keep hammering it into me that there was a refund but it happened before the thing arrived. I then dig through my statement and there it is. 5 days after it's ordered and over 20 days before it's canceled, I got a refund. If I go in asking to return something and I give you my information, I expect to be called and not left in the dark while making repeated attempts to get things sorted out. Oh and to make it worse the lady who I had to sit on the phone with for 20 minutes while trying to sort this out was eating chips and drinking pop while on the call. So every few seconds you'd hear the bag rustle, several seconds of heavy crunching then a pssss of her opening her drink. I have no earthly idea how Sears is still in business and with the way they communicate and with who they hire, I really do think this is the last year for them.

Updated on 01/07/2015:

Hello Sears Customer Care My TV Repair has been rescheduled for 1/13/2015. Yes the board chip arrived the same-day the repair tech came out......1/2/2015. Hours after he left. Please note, I am only 1 of MANY DIS-SATISFIED customers!!! Is there any chance of pushing my repair date up? If the answer is no, why are you contacting me?

After so much trouble, on 12/22/2014, one sales staff on Kmart online told me she will cancel my first order and placed a new order. She offered me free shipping and told me I should receive But I never receive any package. On 12/30/2014, it took me about an hour to find out the 2nd order placed on 12/22/2014 DID not EVEN went through. It was so difficult and inconvenient to talk to sales staff. When I push the number following the recording, it get either disconnected or recording indicated the line can not go through....It was such a nightmare, such a horrible experience ordering from Kmart online.

None of the staffs can find out what's going on with my order placed on 12/22/2014, and transferred me to a case manager. He finally find my 2nd order # **, but he would not assist me to place new order. He want to transfer me to staff to place order, but the line got disconnected AGAIN. So it took me another 1 hour to finally get to a case manager, Daniel # ** / Tucson Arizona. He not only would not ship the order to me without shipping fee as the online staff promised me on 12/22/2014. Daniel is the worst manager I have ever experienced, NO customer service at all. All he has is "there's nothing I can do." But I complained he should give me the price, $10.49 when I placed the order on 12/19/2014. He told me he is the HEAD of the place, so I cannot talk to his boss. The 2nd order did not shipped out FREE is not my problem, so I believe Daniel should offer me the same price and also free shipment.

Daniel finally put me on hold few times, and finally offered me the price, $10.49 as I first placed the last order. Any way, after 2 hours' frustration, all I get is staffs that could not locate my 2nd order, few case manager did not take care of my order. Finally I have to call back, daniel also did not try to help me out. He is the worst manager, no customer service idea. He is lousy that I can not believe your company train such lousy managers that only upset the customer. I will tell all my friends, relatives, work staffs.... I have to post online, facebook....and let the whole world know that how lousy your company is. Your company sucks. I will never do any business with your company. The worst experience since I came to the States since 1981.

Updated on 1/11/15: And I finally receive the package, I am even more surprised of how it was packed, one with box and one loose in a plastic bag. SEARS/KMART is the worst company that I ever do business with. Your company suck so much that I cannot believe how terrible you are, not professional at all. Wonder how can you still in the business, you should file bankruptcy way earlier due to the way you lousy people do business. I need a box to put in the golf ball that placed in a plastic bag. How can I give it as a gift like this? You people are 100% stupid, lousy and ridiculous, company suck. What a nightmare order items from this really lousy company. How I hate the way you guys do business, not professional and stupid, cheap, just 100% lousy!!

Original Review: Jan. 2, 2015

I ordered two counter height chairs on the 17th of December 2014. I was given a delivery date of December 23, 2014. On said delivery date I received an email stating that my purchased items would not be delivered until February 2015. I immediately contacted Sears via online chat to cancel the order and was told that my order would be cancel. Several phone calls later I was informed that Sears could not refund my money until the vendors cancelled the delivery schedule for February 2015 or after the order is received to refuse or return the order upon delivery. I am furious because I should not have to wait for the return of my money from Sears who up until now has been known to me as a reputable company. My money should have been refunded right away especially since Sears have more than a month to cancel the order with the vendor. It appears that Sears cannot be trusted online, buyer beware.

24 hours later, plug in the refrigerator, all you hear is click click click. Called Sears again, two days later, another tech came out. This technician says the refrigerator has been dead in the water from the very beginning more than a week ago. Now an emergency order has been placed and a new compressor has been ordered to arrive at our home. We can wait another 5 days for a technician to return and perform the emergency ordered. So two weeks now, no refrigerator, no freezer, all the convenience that you need to sustain life has been stopped and Sears, well they say "I'm sorry to hear that you're suffering but we're doing our best?" But are they really, I think not!

On December 22nd the same problem reoccurred with the dishwasher. We were having dinner parties on the 24th and the 27th and needed the dishwasher to be working. My wife immediately called the Sears Service Center but the best she was able to do was set up an appointment for 1/6/2015 with a promise that they'd ship the parts needed ASAP. I called, (husband) the morning of 12/23 and asked to speak to a supervisor to see if I could accelerate the process. I spoke to a supervisor named Shelia, who was able to schedule a service appointment for 12/27 but was not able to Federal Express the parts. She said that they had already been shipped.

This morning, 12/26, we received a voice-mail message while we were out, asking us to call the Sears Service Center to confirm that the parts were received. With the holidays our mail hasn't been coming until very late; seeing that their office hours closed at 6:00 p.m. our time, we called to let them know that our mail hadn't yet been delivered but that we wanted the service technician to come anyway to confirm that the correct parts had been ordered.

At 5:45 p.m. we called and spoke to Milo who told us that the parts had not been shipped. We were understandably upset. We asked to speak to a supervisor and were put on hold. After a 5 minute wait we were transferred to a Spanish speakers line, then we were transferred back to the end of the queue in the English speaking line. After another wait we spoke to Cindy who claimed she was very well trained and could help us. We told her our story and she put us on hold to try and determine what was going on with the parts. After another wait Cindy came back on the line and told us that the electric control panel had been shipped on 12/23, and that the "bi-metal part" hadn't been found and wasn't shipped yet but that they now had found it and hopefully it would be shipped either Monday or Tuesday, 12/29 or 12/30. We then asked to speak to a supervisor at which point we were cut off. We then called back, waited another 10 minutes to speak to a representative. We spoke to Ray and asked to be transferred to a supervisor, he agreed and placed us on hold, 5 minutes later Joe picked up the line, but he wasn't a supervisor so we asked him to transfer us to a supervisor.

Finally after another wait we spoke to Gail who identified herself as a supervisor. We told her about the exceeding poor service to which she apologized, (as she undoubtedly was trained to do!). She was able to confirm that in fact the control panel had been shipped on the 23rd and that it should arrive on the 29th. She told us that they had to contact the manufacturer to get the bi-metal part and that it should ship either the 29th or 30th. She agreed to have their technician come out to our house as scheduled 12/27 to ensure that they had in fact ordered the correct parts. We told her that their service was just unacceptable, that they couldn't possibly hope to run a business treating customers the way they were treating us. That given our previous experience with their service in Jan of 2014, we were not confident that the dishwasher would be repaired timely and that their specific treatment of us in over the hour attempting to get them to respond to our request today didn't instill any confidence in them.

I'm beyond frustrated, angry and perplexed as to why a brand I trusted for many many years has pulled the rug out from under me and all they can say is 'sorry'. What happened to customer service and customer guarantee and loyalty? I find this (lack) of transaction very disturbing and telling of Sears future. I've been in customer service for over 20 years and have never heard of someone left empty handed or not trying to go above and beyond for customers. The old rule applies here, if someone had a bad experience they are likely to share it with 10x the amount of people. Sears I would highly recommend reevaluating how you do business. You will never get another penny from me. #epicfail

I had no response. Customer service contacted me told me that they would pay for 1/2 cost of repairs and give me extend warranty. This would have cost 458.68 total. I call sears repair - their cost was 267.25 and now sears will not pay anything. I thought would be the cheaper way. It would have cost over 400.00. I still had to pay 267 for the coverage and 58.00 for the service call. Why was I not offered this in 1st place? Your company is still getting my money for a defective ice maker, you never told me that I could not do this? So, I should I cancel this service agreement and have you pay all when I take your company to small claims court and this will be post all over social media.

I paid 600.00 for refrigerator, 267.00 service agreement, 58.00 for service call. Total 925.00 for the honor of buying your product, this is fraud!! I want my request sent up to the vp of customer service!! Technically this product is defective and I do not having any warranty, because in the state of pa I have up to 14 days to cancel this. The cash out of pocket for your is 162.50. I am very disappointed in the way sears handling the my complaint, I will not buy anything again done. Sears was already in class action lawsuit on this product in 2012.

Then comes the scam estimate. $360 to replace the "flapper" that no one could tell me the cost of before, even though I told two sears personnel the exact problem (and I'm guessing the part was put on the truck based in my description of the repair). I naturally refuse as I can buy a new unit (not a Kenmore), for maybe $1000, with a warranty.

So the scam. They knew what was wrong with the fridge. They knew how much they charge for that repair, yet they suckered me into inviting them into my house before they throw out an outrageous fee to replace a tiny plastic "flapper". How many "diagnosis fees" must Sears get in a day with this scam? Sears has a long history of unethical business practices, and for this consumer, I've dealt with sears for the last time.

The next day I called back and said I need to cancel the set I chose, for the set I really need. They told me they could not do that because the order was in processing. I told them the information I was given the day before and they said, "Oh sorry, they were misinformed". They actually asked me to wait for delivery the following week, REFUSE SHIPMENT, wait for it to be returned, and order the new set. I said, "From a business standpoint, does that even make sense??" They were willing to waste time and money for appliances that were being delivered a week later because they "couldn't" switch the order in the computer prior to delivery. Also, they could not refund my $250 in gift cards, they would have to send me brand new ones, so I would not have them available when I switched the order.

So after my husband calling and creating a big stink to switch the order before delivery, they finally did it. I waited and waited for the gift cards and they sent them to our old address via UPS, even though I updated the address along with the new appliance order. I had to call claims three times, where they made me fax them a utility bill to confirm my new address before they would send me the replacement gift card. I FINALLY received it right before Thanksgiving and went to use it toward my credit card bill and now they tell me I can't use a gift card to pay toward the balance on my Sears card, that I needed to use it towards the purchase of goods. I said "IT WAS TOWARDS THE PURCHASE OF GOODS!" I gave her my whole story and she just kept repeating, "I'm sorry ma’am, I'm sorry ma’am" so I closed my credit card because I will not continue to give Sears my business.

Finally, this week I used the gift card to purchase a few Christmas presents because I need to use the gift card so I can sever my relationship with this awful company. Thank you for your false advertising, Sears. Ordering things where shipping is GUARANTEED by Christmas Eve, but I paid extra to insure it would be here by 12/23 is completely false. I received the towels I don't even really care about, but the sheets and fit bit that were GUARANTEED by the 24th will now be here on the 29th. Thanks for refunding my shipping, but that pales in comparison to the fact that I now have two people that will not receive their gifts on Christmas. Rest assured Sears, I will never give you my money again.... Target, Amazon and Best Buy just got a little richer.

Well, a so-called gasket arrived by UPS (2" in diameter - perfect for a Barbie doll sized dishwasher) and that was it. On the 8th, an A&E repairman shows up and says he has issues with my dogs. I've lived here for almost 25 years, and had 100's of repairmen come out, and NONE have ever had such an issue. I put the dogs away (which I NEVER do for anyone) and he came in my house. He immediately said it 'stunk of dog' and he couldn't breathe, or stay to work, and he walked out. He actually walked out right into the area where my dog were running around, because he wanted to leave so fast.

Then it was another call to Sears who must have apologized 300 times if they did it once - that is the ONLY thing they are good at doing. I tried to tell the people in the various foreign countries that I need a new heating element since the calrod was corroded but they said 'oh, you need a thermostat.' Hopeless. I do know when I can see a corroded heating element, it’s not a thermostat.

Another appt finally came rolling around after the ones on the 15th and 16th got cancelled by Sears (unbeknownst to me) and a good repairman came out on the 17th. He laughed at the Barbie doll gasket they sent but fortunately he had a full-size one in his van. He got that installed so finally after over 2 weeks, there is no more flooding. But the heating element is still broken. I had finally convinced a Customer Solutions rep to order it the day before, so now another appt had to be made. The repairman confirmed that was the correct thing to order. It's a good thing I can self-diagnosis what my appliances need!

Finally, today that next appt rolled around and there was concern since UPS hadn't delivered it, then they did right after the repairman called, so I had to call and call to get him back. As of today, 32 phone calls and well over 40 hours of my time later, the dishwasher finally has a new heating element and works. The repairmen at A&E, for the most part, are polite and do the job. Then there's the rude ones (like saying my house stunk) and also the sloppy ones like a guy repairing the washing machine who put his oily tools down directly on clean clothes after I told him to STOP. Those items were forever ruined.

Sears uses this company but Sears is totally mixed up. They didn't even know those parts were on order, as their right hand doesn't know what the left hand is doing, much less speak English. If I were rating Sears, they would get a -1000 so the 1-star I gave A&E is very nice in comparison. It's for their disconnect with Sears (their phone people are as bad as Sears) and those very rude or very dirty employees they occasionally send out. Run as far and fast as you can away from Sears and everything associated with Sears. You can see that by all the other reviews!

Finally, after six weeks, I get a call (at 6 AM) asking me if I would authorize repair of the vacuum for $130 + tax. No mention of the fact that they lost it for six weeks. I said "no, that's ridiculous, the thing only cost $200 new," and they said "OK well we can ship it back to you unrepaired for $50." I felt like they were holding my vacuum for ransom!

Here's the best part: starting the day after I finally got my unrepaired vacuum back, I got a daily automated call (every day at 3:00 PM) saying "We have received your vacuum. Please expect a call from a representative in the next 24 hours to discuss the details." After a few days I called to ask them to stop, and the rep said "No problem; I will contact the repair center and ask them to remove you from the system." Of course nothing changed, and a week later I knew there wouldn't be any point to calling again, so I just blocked the number on my phone.

A few days ago I got an elliptical trainer ordered from amazon and delivered on time. One of the parts to put it together was defective. I happened to find the part on the Sears parts site (the elliptical manufacturer customer service line was closed when I found out that I had a defective part). I was hesitant, but I spoke to a customer service agent, and they told me that my order that was placed on the 19th of December would be there by Christmas, so I could put it together for my family. I should have known better. Today was the supposed delivery date of the part, and I logged on to the Sears site only to find out that it had not even been shipped yet. I contacted their customer service and was told that it had been back ordered and would be in stock by the 1st! Well, thank you Sears for ruining this gift for Christmas... trust misplaced with them once again.

I will never buy ANYTHING from this company again. I do not care if they have something for a rock bottom price, they will get not a single penny more of my money.

On day they were supposed to pick up fridge they called to say they were at our house and no one home. They were at wrong house. After finally picking up both appliances they called 2 times to say they were coming to deliver stove and fridge. I am actually leaving out some of the problems I had with Sears. This ordeal is still going on because they did not credit my account and I received a bill for the stove and fridge that I returned. Dealing with Sears delivery and service was like dealing with total idiots. Oh, yes another thing when my husband called about our damaged front door we received a letter saying they weren't responsible for our damaged floor or damaged door. There was never even a mention of damage floor only damage door. All we wanted was a new refrigerator and stove.

So here we are Christmas week with no dishwasher and unable to let my homeowners insurance even know when they can begin floor repairs. Until recently I had not bought anything from Sears for close to 40 years due to the lack of customer service and it does not seem to have changed any. I will go back to my previous position of not buying from this retailer as they really do not care about the follow up.

I had to tell that manager, "You have no rights accusing other customers for the mistake that had been clearly made by your employees. I don't care what other customers have done inside your store." Shameless manager didn't care. If the sticker was fell off, how did the customer replaced it so nice and smoothly? Where is the brain? Are they hiring only brain damage to work for the Nevada Sears store? If yes please inform me. That way I can save my life. Stay way far from Sears as much I would stay away from the cancer disease.

Now, our fridge has started to leak water from the bottom freezer compartment - we phoned and requested service on it as per our protection agreement. We were told we would be contacted within two days by a technician. Today, they left us a message saying there is no technician in our area and we will have to find a technician on our own. When we called to get further information we were told to use the yellow pages and find someone and they would pay $150 for the service. We are an hour away from any large center that may have a technician so by the time we pay mileage for a technician to come out and simply look at the fridge our $150 will be used up. If the technician then has to order parts and come back out to fix the fridge on a separate date will we have to pay for that trip!? What is the purpose of buying this protection agreement if they do not supply a technician and do not guarantee payment on fixing the appliance? Highly frustrated - can never speak to someone in a supervisory role - not sure what to do next.

In September 2013 the equipment started malfunctioning. A repair person could not fix it, promised to come back a few days later with a part, and never did. Several calls later, we gave up-- and for about a year had to live with a dishwasher that only functioned on one settings, running too long, was leaking, etc. Then on December 16, 2014 it stopped working altogether. We called the Sears again. We were told a repair person would come on the 18th, between 1-3 pm. A repair person did not show up, and at 4:30 pm someone called to say he was overbooked and cannot come today ("needs to go pick up his kids"). The call center offered us an appointment two days later, and when I asked for a supervisor they lied and passed me to another rep (Alexis).

Finally I spoke to Donna, a "manager on duty, Sears Customer solutions." The call lasted for 65 minutes. She was hostile, argumentative, and talked down to me. She refused to do anything else for us, and repeatedly refused to acknowledge or discuss the history of failed repairs. Only after about an hour she did so, claiming that too much time passed and it our responsibility that we did not continue to call...

All I wanted was for her to try to make an extra effort to accommodate us next time given the history of repeated failures to live up to their repair agreement. She just offered appointments on a Saturday, warning us that she cannot guarantee that they will actually show up altogether. I asked her to at least notate on the service request something to this affect, and she initially refused, but finally relented. This is not our first disappointing experience with Sears, but the worse, and hopefully the last... Enough to motivate me to write this. Buyers beware.

Customer service was so unhelpful. They transferred me to numerous people, made me wait on hold for hours only to tell me their solution is they can have them in stock for me to pick up on Dec. 27th. The fact is I purchased these gifts online because they were on sale for a decent price. Now to go purchase them elsewhere I will be paying double the price which I did not budget for. I'm sure these items were on sale at others stores at the time. So my children probably will not be receiving the things they asked for. Most disappointing service I have received from any online retailer.

On Sunday contacted the delivery people as they now promised me it would come on November 30, 2014. I called them again to confirm and they noted they had to reschedule. I told them I work during the week as well early morning to 6 so I will need to be after 6. They said "how's Monday at 7 am?" I told her "not sure if you understand what I said but I work." She then said someone would call me. I went to the store frustrated to cancel my order. The gentleman looked at my bill and noted that the delivery people indicated in the notes on the system I would cancelled my order which I never said anything like that and the call was recorded. I got my money back, went to Bricks and now happy. Never shopping at Sears.

Called 12/12/2014, 12/13/2014 no part. Called Monday 15th - no part. No one called back. Again 12/16/2014 found out they sent part to wrong address. Went picked up part in am and was told I had to get regular appointment 12/23/2014 to get fix. I have waited - been patient. Have several items from Sears but service is horrible - do not extend service to customers. Sears doesn't go the extra mile. A technician manager or ex. Should fix problem with customers immediately. Not waiting a Month.

After a short wait, another associate came and opened the other register. We were in line for 15 minutes when she told another associate that she was closing her register because she was leaving and we would have to move to the other side to be checked out. There was 2 customers in front of my wife and at least 4 behind us and still 4 in line on the other register. At this point my wife put her items on the counter and told me "We're leaving" (this is bad as my wife will stay in line till the cows come home to get what she wants). To make matters worse, when we passed the jewelry counter the same associate was still gossiping with the same lady. It may not have been a sale of hundreds of dollars but it seems to me that the lady at the jewelry counter could have checked my wife out instead of wasting a good bit of our time. Now I remember why we stopped shopping at your store, it seems that our cash money is not good with Sears. We did go to Target and found what we were looking for. We don't particularly like Target as we find it is more expensive but there we are treated like they appreciate our business. A very dissatisfied shopper.

So today he was suppose to come back between 1-5, at 3 pm I called Sears to make sure I had the right date. They said, "yes, someone will be there before 5." At 5, I call again and they tell me he called off sick and they forgot to call me!! I waited 4 hrs for NOTHING! Then they tell me they can't get anyone to come until Christmas eve. Nice, they screw up and now I gotta wait 8 more days with a dishwasher in the middle of my kitchen! They haven't even ordered parts yet so it'll be even longer before it's fixed. Never buying from Sears again!

Sears has great technicians but their routing department sucks as well as their managers who do not do a thing to help when the error is on their behalf. So now I am out of work for 2 days because Sears is coming tomorrow and I have to take off again! DO NOT USE SEARS FOR SERVICE! Call another company because Sears has gone downhill in its service and customer relations!

After spending over an hour on the phone, all I kept being told was that I would have to wait over a week for a new appointment (over 2 weeks for a Saturday appointment), with no guarantee that it could be after 3:30. So they cancel on me and then put me at the back of the line for an appointment. When speaking to a supervisor, she basically told me that my only option was to take a day of work (she said that's what their customers do). What has me so angry is their general attitude towards customers. Their service is in no way customer oriented. I will never spend a penny at Sears again and I will make sure that I let everyone I can know that they should spend their money elsewhere. How they have stayed in business all this time is mind boggling.