Sears Reviews

A few days later, when reviewing my credit card statements, I saw that they are charging me the full price of the more expensive mattress. When I called to complain, they told me (another 1 1/2 hour waste of my time) that they could not offer me free delivery, so that would cost an extra $90. I cancelled the order, and will find a mattress somewhere else.

The kitchen is now three years old, and falling apart, and believe me when I say, it's been treated with utmost care. Everything Sears did was cheap and poorly done: glued on laminated counter tops, and backsplashes (the glue is everywhere and the backsplashes are coming off), poor quality cabinets, etc.

I feel that if you wish for me to possibly purchase from the Sear's site, you will, as good customer relations, provide me with free shipping for the next six months and maybe throw in a discount or two.

He realized the defective part was still under warranty and we decided to call Sears for service. They first scheduled the service 3 days out, I called them back and got an appointment for the next day. Well, the next day no service tech came or called. I called Sears service at 6pm. At first I was lead to believe that they were talking to the tech on another phone.

I was put on hold for a long time and then switched to another person who had no idea of what was going on so I had to explain the situation all over again. He put me on hold and after a long wait was switched to another person, by this time I was so frustrated I vented my frustration on Ken 251097. He was so rude. He basically told me he took calls from people like me all day every day, leading me to assume they must have really bad service.

My husband researched the part we needed online and found out it would be $300.00 to purchase it (which was still under warranty) so he called Sears and they wanted to reschedule another appointment and told him it would only cost $129.00 to install so he told the service tech to come out. Did I mention how much money I lost from work because of Sears screw up?

Anyway, the tech came out on Wed. 11-9-11 and looked at the washer. It was still in parts and we agreed what needed to be changed and then quoted us $602.00 for the labor and the extra part that he said was broken when he took it apart! What? I have shopped at Sears all my life (51) and my parents always shopped at Sears, what kind of customer service is this?

What kind is an expensive washer that breaks down after 5 years of use? These things are supposed to last for years (10-15) before they break down. So now my husband has removed the stator without breaking it (the inflated estimate) and is going to take the tub to Sears and demand a tub so he can put our machine back together!

What has USA become when you can't get satisfaction from Sears? Give me a break, do yourself a favor and look up how much the CEO of Craftsman's tools make in a year and you may think twice about shopping at Sears, I know they have lost me as a customer!

Sears responded to the Better Business Bureau that the dishwasher was installed (eventually), so the situation was resolved and they’re sorry for the inconvenience and hope I come back. I guess they consider resolved to mean a dissatisfied customer still waiting for return phone calls. My son also had a problem with Sears delivery of a treadmill during the same timeframe. They responded to him by waiving his delivery fee, giving him 5% cash back and a gift card. It’s interesting how a man complains and they bend over backwards. A woman complains and Sears could not care less.

Finally, after over a month, I did get it fixed. But a few months later, the same part needed to be replaced. I was so unhappy. So I called for another appointment. I waited all day for him to show up. At 2:30, I had to pick up my daughter, so I wrote a note on door that stated I'll be back in 5 minutes. And yes, you guessed it. He came and left a note to rebook an appointment. I guess he couldn't wait for us for 5 min. I called again, and weeks later, I waited all day for him. Five minutes before the end of the day, once again I was told three stories. He went home sick, jobs ran late, and didn't have someone to knew how to fix the stove in the area. And yes they *** up once again and my next date is not until the 2nd of this month. I'm just getting so fed up.

That's not the best part as I'm waiting over a month for service for my stove and not getting anywhere. My new refrigerator I just bought at Sears had stopped freezing ice. I called, and told them I have a service date and if they could send someone that could fix both. But of course, I needed another day. I can't wait to see all the *** on waiting for that. So that is my story. Pleas help - I'm getting so fed up! This not my only letter - Im writing many more to consumer affairs and complain agencies. Thanks for your time.

Customer Service then proceeded to tell me that the repair person said they were at my house at 5:30 and no one was home. Well here is the problem: I Have 24 hour security surveillance at my home which allows me to see who is coming in/around my house 24 hours a day. He never showed so when I proceeded to tell the customer service person that, they then told me I would have to make another appointment. "When was that?" I asked. "Thursday! Are you serious! This is my refrigerator, not a washer/dryer or another appliance that isn't necessary! This is an urgent matter and to have to wait until Thursday is completely unacceptable!"

I'm told that in order to receive credit to my account or a replacement, I need to disassemble this machine, box and ship it myself, then order a new one. I no longer have the box; the installer took it to the curb the day he put the machine together, so where would I find a box? Plus, it is not possible for me to box a 300 pound object, and given that it has been defective from the get-go, I do not believe either of these actions are my responsibility in order to receive a refund and/or a new treadmill. I have called Sears and visited the store many times. Last Wednesday, I was on the phone for 4.5 hours trying to receive a resolution to my problem. That is an example of the poor customer service I have been receiving for the past month, in addition to not having my calls returned when promised and being disconnected during the middle of calls.

5 weeks ago, I received my treadmill and it is still not working nor is it in the process of being properly returned, plus the charge still lingers on my credit card. In addition, I have wasted 1.5 days of PTO (with more likely needed) to deal with this problem, which does not include the hours I have spent on the phone while at work trying to resolve this problem with Sears. My treadmill should be relieving my stress, not causing it!

On Oct 30, I went to Sears and spoke to a sales person who contacted customer service, and she also said the same thing. I decided to call today and customer service tells me that the service technician did not report the problem to customer service. Therefore another visit is scheduled for Nov 18th.

Why is this so hard? Is Sears going to give me the credit since equipment was under contact and I have not had a washer since end of Sept and I need one.

We ordered an AC ductless system, after Sears sent out their representative who took our $5000 deposit and gave us a price for the system. Almost 3 months later, and after countless unreturned phone calls from the district manager in charge of our job, Terry **, we find out that the job is much bigger than the price we agreed upon. If we still wanted it, we would have to pay more.

Maybe if they had actually had a real installer look at the job and price it from the beginning, instead of a salesman, they would have accurately quoted the job. Of course we had to also follow up every day for the past week to get them to send our deposit back. Their customer service is the worst I've ever encountered. We'll never deal with them again. Let's see how long it takes us to actually receive a check.

A rep from Sears came out but did not have a meter to check it. A new appointment was made but no one showed up. A third appointment was made but after saying they would miss the 8-12 window to service the oven. They called and said they were running late. Later, I received a call from Sears and said there are no adjustments than can be made and that I should contact the Sears store manager to have unit replaced. My manual that came with the oven says there are adjustments and it tells how to do it when installing the oven. So Sears just lies and makes up stories. This oven was to be set at the factory when it was made. I guess they failed at that too.

All the meters including the earlier Craftsman model came up with the same or just varied a few digits off - but basically got the same reading/measurement on all the meters. The Craftsman Multimeter 82337 has a problem that I was told by Sears Customer Service that since I was the only one person complaining about the product, nothing is going to be done.

I had purchased 82337 about a month and a half ago. I went back a few days ago and got a replacement unit from The Sears Store I bought the original unit from, the staff in the store that helped me was attentive - that's good. But the product has a problem and no one is going to do anything about it. It makes me very unsure about buying any more Craftsman Meters again. It's not the store I am complaining about, it's the Craftsman Multimeter. I am an Electronics Technician and bad equipment hampers repair work.

Once the outside service identified the problem was the thermostat and refrigerant, the Regional Manager sent someone to install the thermostat. As stated, we never received reimbursement for the service call and the Sears’ tech claimed the refrigerant was fine and considering the hoops we have had to jump through just to get service, I am reluctant to believe that. We purchased a five-year maintenance plan for the heating system components. When I tried to make an appointment for our first check-up in the spring of 2011, I was told I did not have a plan for such components. The maintenance agreement was written for an oil furnace, which we do not have nor did we purchase. Therefore, I had to spend hours trying to resolve the issue before anyone would come to the property. Again, several unreturned phone calls by the Regional Manager. When he did finally call all he say was that his records showed the maintenance plan was written for the components we purchased so it should be okay, just show the receipt to the maintenance tech and Sears will reimburse for any charges. He offered no other help whatsoever.

I researched complaints with the Better Business Bureau and found that when consumers were told to just show the receipt to the maintenance tech, they do get charged for the service and not reimbursed. I had to spend hours of my time trying to resolve the issue when I had actually paid $665 for the plan so I would not have issues. The current issue is the auxiliary heat turns on when the temperature is higher than the designated 40 degrees i.e. 63 degrees and there is a whooshing sound near the condenser when this happens, therefore, my propane is being called for and used unnecessarily. The service told me the thermostat controls the system and it involves algorithms he doesn't understand. Then he asked me for the installation manual! I didn't have the installation manual; I had the owner’s manual which he pursued, and then told me the system is supposed to work like that, threw the book down and left.

If the system is not working properly it needs repair or replacement. I am not getting the level of service assured by Sears and the maintenance agreement. I have no heat. I have unreturned phone calls from the executive offices of Sears Holdings. I faxed a letter outlining the issues and sent it to the corporate offices, but no response. I called the executive office again and placed a message with Lou D'Ambrosio's voicemail this morning at 7 am. It is now 9:21 am and I have no response. The weather is getting colder. My propane will run out quickly if they do not fix this issue. I am a senior woman who spent close to $7000 for a system and maintenance plan, and I am cold and need to buy space heaters because Sears will not respond to fix my system.

I was given a telephone number to call, which is a number that's on my product booklet. So, when I got back home, I called again, and after being put on hold while the young woman checked with someone, I was told to bring it back to the store or take it to a repair center to have it repaired! It's rusty! There's nothing to be repaired! So, she then told me to try to find the receipt! So, I searched through the last year's receipts and found it! Next step is to take it back to the store for a refund, and I will never buy anything from Sears again! They can go bankrupt for all I care!

I am willing to assume costs for any damage if I install it incorrectly--as is part of the warranty.

I am not going to pay $130 flat rate to have someone deliver a part to my house. I feel that it is illegal to withhold a part that is in written ink promised to me.

Still trying to get my refund after a month of initially returning the product, people there seem clueless about what is going on and continuously try to pass you off to other people. I kept getting told that I will receive a call back as soon as they know something. What kind of poorly run business is this where no one knows what the status of a customer refund is. I wish something can be done about this, Sears customer service is by far one of the worst I have ever experienced.

I made an online purchase with a debit card on 10/07/2011 for $219.37 via PayPal. That amount was immediately charged to my checking account. Part of my order was cancelled by Sears but instead of refunding the remaining balance of what was paid Sears charged my account again.

The total amount of merchandise I received today was $83.83. That has already been taken out of my checking account and went through as a separate transaction. Another charge for $28.98 is pending and will be taken from my checking account tomorrow, 10/11/2011. This will bring the total charges to $332.18. I've only received $83.83 worth of merchandise. When I placed the order I had a balance just under $311.00. Due to the added unauthorized charges to my checking account my account will be overdrawn.

On October 8, 2011, I was on the road when I received a call that the price quoted was the wrong price and they were not going to do the job. I explained to them, that the price was quoted to me twice. I received a call a few minutes saying that they would do the job. Within fifteen minutes, I received another call from the contractor stating that he couldn't do the job because of yellow jackets surrounding the truck and they weren't going to do the work. On the same day, I called back and rescheduled an appointment for October 14, 2011 in the morning. I was assured that date.

On Oct 10, 2010, I received a call stating that the date could not be met because of an overbooking. I was then told that the supervisor would be calling back in ten minutes. With in that period, I received a call from a person who claim to be the supervisor in charged. I told him that I was quoted twice. He began to explain to me that the price quoted was only an estimate and the actual price. We got into a heated discussion and tempers got out of hand. To make a long story short, I was put on to the "no call list" and when I tried to call back, they asked, "is this Mr. **?" and I said "yes," they then hung up on me. I have been shopping at Sears since I was sixteen years old, I am now '70,' I have never been so angry as I am now. I know Sears has been having troubles lately, but I don't deserve this kind of treatment as a valued customer.

I went to the Windsor Sears and spoke to the service manager, a man named Mike. I explained to him that I felt taken. I paid for a lock, which I didn't need a repair on, and a slider that wasn't necessary. I paid over $300.00 and still have a dishwasher that leaks. He said he would look into the matter. It has now been over a week and I have not heard from anyone at Sears.

You know the worst part of this is that a service manager called us the next day and seemed to be sincerely concerned. As a form of apology, he told us that he was rescheduling us for the next afternoon and extending our warranty. I know he rescheduled us for the next day. It's because when the guy failed to show up by 4 pm, we called 800-4-my-home and the recording confirmed that we were scheduled for today. Your customer and escalations teams all but laughed at us and stated that no one could do that.

For one, I had to keep calling the employees at Sears. Two, I would have thought she would want to do business with me since I have already spent over $15,000 in the last six years at her store. She could have made me some type of deal considering that her employees are just sitting around. I was very disappointed and am considering never to purchase from this location again. I really don't care if she is having a grand baby and I truly don't care if she is sleeping. To me, business is business and with the world today, you better get out while the getting is good. I hope that you get lots of rest and enjoy your grandchild.

Now, they want to reschedule for October 14 with no guarantees that a technician will show up. I lost over $400 worth of food. I need to either get this freezer replaced or repaired by October 9. I don't think this will happen as I can never speak with anyone locally. I always get routed overseas to call centers. This is ridiculous.

I will never buy anything at Sears or Kmart again and I will advice my local Investigative reporters, national news outlets, as well as the BBB regarding this issue. I had a horrible experience! I already called my credit card company regarding the issue.

Today, October 4, the item is still outside my front door; no one picked it up. Sears told me that the first pick up was never set up, and I have to wait for another week or so for it be picked up, before credit can be issued. I asked a manager, Patricia **, that I would like to speak to a higher manager, and she lied that there is no one above her. I still don't have credit for the purchase, and the item is still not picked up.

We lost power and I hooked up the generator to the breaker box and zapped my refrigerator (my fault). We needed service ASAP to keep food from spoiling, to no avail. So I will no longer buy anything from Sears ever again.

I am so pissed off. Plus, Joe ** called me to come back. But how? Unless the Sears Hicksville Auto Department give me a new ** battery. Everyone in the Sears Repair Center I chatted agreed that they should either credit me to get a new one or give me a new one under the warranty period.

First, I will not tolerate neither abuse nor harassment from the regional managers and Hicksville, NY store auto repair. Terrible, horrible experience! These regional managers and Hicksville, NY auto repair store were quick to jump and attack. Plus, they have a very old, 30 years or more battery diagnostics equipment. On their website: Sears satisfaction guarantee and no hassle return policy. Satisfaction guaranteed or your money back.

I, Dennis **, is ultimately unsatisfied. I want a full refund plus additional for aggravation/stress and $220 for a new battery I bought on 9/21/2011 from my good sellers in Lindenhurst. I bought a new one from SK Speed Shop Lindenhurst, NY for $219.00, no tax (Optima Deep Cycle 12V YellowTop 34/78 ual post) on 9/21/2011 at 11:14AM. If no response and money back with the above stated fees, next will be FTC and Consumer Affairs.

My warranty expired in June of this year and Sears refused to repair my second microwave; instead, they suggested that I buy a service contract. The first time it happened, I understood that the warranty was over and it was very costly to have it repaired so I chose to buy a new one. But after one year, the second microwave also failed with the same issue--the keypad.

These microwaves are being poorly manufactured and Kenmore should repair them at no cost. I received absolutely no empathy or help from Sears consumer escalation folks. Both of these microwaves were literally new when they stopped working. I find it insulting that they don't send someone to fix this item and that they are not even concerned in finding out what's wrong with it. Consequently, other customers will similarly be inconvenienced in the future.

Please stay away from Kenmore built-in microwaves as the keypads fail after a while.

Thus, the supervisor she spoke to yesterday, had lied to her just to get her off the phone. I spoke to a supervisor this morning, and he was rude and unwilling to do anything, despite the fact that this was the second time that Sears had canceled. He insisted that it wasn't his problem that Sears can't keep a promise, and he refused to listen to the taped call when I asked him to confirm that the supervisor was lying to my wife.

We tried and tried to contact Sears and they never responded. However, it is now 2011, and since we did not pay our account in full before the terms (pay before the deferred interest is added), we are still paying on this account. We have made payments in excess of $1,100.00 for all of this time on a limit of $6,800.00. The total cost did not even equal our balance on the job but they have never bothered to do a followup or answer our complaints. They suckered us with the smooth sales pitch and it is just horrible. We have never missed a payment either.

Never deal with these guys! Their products are like the old '60s Sears but their customer service and support (let alone the crews that they unleash upon you), stink! Consider hiring a company that may cost a little more but guarantees the total package. Sears won't deliver that for you. I am still regretting that we ever opened our front door.

My husband finally had to call the headquarters to get any help. Whenever I called the 800 number, I was calling overseas to try to communicate with someone whom I could not understand and who did not speak fluent English! Imagine that? There are millions of Americans without jobs and I had to call overseas! I am so done with Sears. I will never buy from them again, nor recommend them. If it weren't for the simple fact that I am tired of dealing with this, I would pursue it further. But I am done wasting my time!

The man came and said he needed to order some parts because they did not have any in stock. He said I would get a phone call in a few days to update me because they weren't sure if the parts needed to be ordered from LG or they might be able to locate some in the country. I never got a phone call. It took over a month for my oven to be fixed. I had to call so many times to check on the status. Sears did not have the decency to call me once!

Then a few weeks later the oven stopped working again. Again I called. Someone came out and fixed it.

Then, about a week later, my oven broke again. I called in for a rush service because it was my sons 1st birthday party on Sept 10, 2011. The lady told me that someone would be here on the 10th between 8 and 4 o'clock. I had went ahead and prepared food for the party expecting my oven to be fixed by 4 pm. No one showed up. I got no phone call. I had to throw away the food I had prepared and had to arrange snacks and appetizers for 30 last minute since the party was starting at 6pm. I got no phone call over the next few days and as always, I had to call in. The lady told me someone would come out in a few days. The gentleman came and again couldn't fix it cause he needed parts. He said I would get a phone call on Monday Sept 19, 2011. Today is Sept. 22, 2011 and no phone call.

My oven has been broken three times in the last month and half. I'm so pissed off at the pathetic service Sears is providing. They say one thing do another. How can a big business be so unprofessional? Why am I being jerked around like this? Who's gonna pay for all the food that I had to throw out? Its not fair how these people are taking advantage of their customers. I need answers! I've been jerked around for over a month now and I'm angry!

Sears needs to take accountability for their actions. I shouldn't have to go through all this nonsense when I have already paid for the service! My salesman at Sears told us, when we purchased the appliances, that if they can't fix the problem in three tries they would replace the appliance. SEARS needs to replace my range today!

I called the service department and they told me that they had no record of my purchase. It took two days on the phone and a visit from a technician to prove to them that I had made the $8,000 purchase.

This has been two months ago. First, they couldn't find the part (which is still under warranty). Then they would schedule and not show up. The technician does not return phone calls. I have tried to get a number to their complaint office and they ignore me as if I hadn't said anything. The appointments have been scheduled between 8:00 AM and 5:00 PM. My husband and I both have missed work to make sure someone is here.

Today, when rescheduling (again), I requested for them to just send me the part and my husband can install it. They told me that their technician had to be the one to do the install. The next scheduled appointment is the 30th of September (if the tech shows), sometime between 8:00 AM and 5:00 PM.

Thank you for your time.

My husband and I are very disappointed in Sears' lack of customer service. Sears sold us a Kenmore last year's model at a discounted price, untouched or removed from the carton. We were told that it was guaranteed to work just as well as the newest versions of refrigerators. We complained that our frozen food was being thawed out and then refrozen. We were very upset that we had to keep throwing food away because of this. We didn't want to take the chance of becoming sick. We were told on the first two repair visits that they could not find anything wrong with our refrigerator. We were just told to keep the food away from the proximity of the mechanisms on the top and bottom of the refrigerator and the repairmen turned up the cooling level setting on the refrigerator. It didn't solve the problem.

From the third visit from a repairmen, we found out (via a phone call he made) that our refrigerator model had a history of a faulty freezer mechanism. It would get stuck in the defrost mode too long and then the mechanism would freeze everything again afterwards. With this history of a freezer problem, they should have taken it off their sales floor when they found out about it. By this time, it was now seven months into our warranty, which meant that we had seven months of wasted food that we had to toss out. It was very inconvenient and bad to the wallet, to say the least.

We wrote a letter to the W. Bruce **, CEO of Sears, Roebuck & Co. at 3333 Beverly Road, Hoffman Estates, IL 60179. We thought it would be fair that Sears honored our monetary loss by reimbursing us for all the food we threw away to avoid food poisoning or getting sick from it. We also thought it was unfair that we had to wait hours (one time we had to wait six hours past the repairman's estimated time of arrival) for the repairman to arrive. Again, it was very inconvenient and a lot of wasted time, taking time from other things, like our jobs.

Sears had not even offered to lend us a working compact freezer to use while we waited for the new part. As I previously said, they knew that the model had a history of a bad freezer mechanism and they still had it on the sales floor. A representative that worked under Sears CEO W. Bruce **'s response was to offer us a one-time offer of a $150.00 gift card to Sears to cover the wasted food. We spent a lot more money than that on food that we had to throw away, but it was better than nothing at all.

A week or two later, a repairman came with a new part to replace the malfunctioning one. But after using the refrigerator and adjusting the mechanism to different levels of cooling settings, the refrigerator still continued to give us problems. The ice cream, frozen waffles etc. in the freezer would be deformed in the freezer area from not being frozen enough. At the same time, the bottles of water in the lower refrigerator area would be frozen, along with rice, strawberries, and various other food items in the lower fridge. We would have to take the bottled water and let it sit for hours in order to drink it.

So, we once again, called for service. On September 10th, the repairmen came out again and said that nothing was wrong with our refrigerator (deja vu) and told us to keep the food away from the mechanisms, to leave space around them. This is what we were told to do before they discovered the faulty history of the refrigerator.

In the meantime, Sears Warranty Service kept calling us to give us the opportunity to extend our warranty. I told them that I was not happy with the service warranty we had now and that we would probably never buy a large appliance again from Sears. They then said that after four service calls within a year, we could opt for a different refrigerator from Sears if we were not satisfied. Sears warranty unit didn't even know why we were unhappy and threw in this claim to make the warranty sound so good. One of the repairmen also told us this, too.

On the last day of our one year warranty, Sears Warranty Service called for the sixth time, and reiterated the same claims of satisfaction to customers. This was upsetting, since it didn't seem to be true. So, I put in a call to the Sears blue crew home repair, spoke to a real person, and also left a message that we wanted a new refrigerator because ours was still not working properly. I also called Sears in South Center Mall, Tukwila, WA and left a message with an apparel manager who was filling in for the large appliance manager.

The next day, my husband and I went to talk to the large appliance manager, David **. He had not read the email from the apparel manager yet. I told him that I had requested a new refrigerator on the last day of our warranty with both his department at South Center, Tukwila and with customer service repair people. Mr. ** seemed sincerely interested in helping us with our problem and said that he understood. He was very polite and professional and we felt like we were finally talking to someone who believed our problems with the refrigerator. He said that he also had trouble with a refrigerator he purchased from Home Depot, and that it wasn't just Sears appliances. It did, however, make me wonder why he had purchased a refrigerator at Home Depot when he was the manager of large appliances at Sears!

Note: There is a guy who works here that had bought a refrigerator at Home Depot with the same exact problem we had, and they actually replaced his refrigerator with three different ones in four months until he was satisfied. I do not know what the outcome for Mr. ** when he had the dysfunctional refrigerator from Home Depot.

Mr. ** sent an email to his supervisor and said that we should be contacted by him within a couple of days. He said that there probably wouldn't be a problem in replacing our refrigerator. But Mr. **'s supervisor never called (no one did, including the Sears blue crew home repair).

On September 18th, 2011, my husband went back to see Mr. ** in person at Sears. His response was that his supervisor had not responded to his email, but that he had been informed that we had to have four service calls plus four parts replaced before a refrigerator would be replaced. Mr. ** said that this policy was new to him and he had not been made aware of this new change. He told my husband to send in the original receipt of the refrigerator.

As of today, September 22nd, 2011, we still haven't heard from the Sears blue crew or Mr. **'s supervisor. Is it Sears' new policy to prolong or ignore the customers until they give up hope? My opinion is that it seems to be their policy to be very persistent when your warranty is coming to an end so they can get more money from you, but not to be persistent when you need something.

Although I had already told Sears that I wasn't going to buy the extended warranty, they kept calling us, after I had told them, no thanks. The very next day, after my husband spoke to Mr. ** for the second time, Sears called us again to extend our warranty. Although I had no intention of extending our warranty, I asked them about customer satisfaction and getting a replacement for the refrigerator. They said that the policy was four service calls and that we did not have to have four parts replaced to get another refrigerator. They, of course, was not aware of our situation. Different responses for different circumstances.

SUMMARY: We, the consumers, have a right to educate ourselves about misleading claims that companies make, either in writing or verbally. If it's a verbal promise, a good company would honor it. This is our experience and we wanted to share it with those who might have the same problem with Sears. I am sure that there are a lot of satisfied customers buying large appliances from Sears, but our experience has left us very disappointed. We were told for seven months that nothing was wrong with our refrigerator until the history of the bad freezer model was revealed before we were taken seriously. Now, it is happening again and we feel like they don't believe or care.

Good luck with your experience with Sears!

We are going green, gonna have to chop down a tree. Kinfolk said Frank get away from there Said Sears is not the place for dishwashers, we know the place you ought to try, So they loaded up the truck and headed over to Best Buy. Sears, ranked 29 of 200 in customer support! Well, now it’s time to say goodbye to Sears and all 15 service people, CEO and Board Members, Frank and I would like to give y’all a hand, especially one special finger, Hope y’all never have to deal with what we’ve been through, Sears, it’s just a place we just say not for me and not for you.

After the technician left, the dishwasher ran and it started leaking heavily in the basement. Sears Home Services was contacted by my wife and the tech on duty told her that all their technicians had gone home and there was nothing they could do.

I called again and explained to the woman who answered that no one had answered my previous call. She then transferred me to another line and no one answered once again. I called one last time, asked the woman to not transfer my call and just check the shoe size for me. She then put me on hold and another woman then picked up the call. When I explained to her what was going on, she then put me on hold for over 10 minutes.

I arrived at the delivery location around 2:00 PM. When no truck showed up by 4:45 PM, I called Sears delivery call center. I was told the driver would call me shortly to let me know what the new estimated arrival time will be. At 5:15 PM, I called again to find out when I would be getting that phone call from the driver. I was told that the dispatcher would call me within 15 minutes.

Thirty minutes later (5:45 PM), I called the service center again and asked to talk to a manager. I was put on hold for over five minutes. The service person came back on the line to tell me the manager was on the line and he would transfer me. Five minutes of being on hold again, the phone call was disconnected. Shortly after 6:00 PM, I called again and asked for a manager. I was immediately hung up on. I called back right away. I was put on an indefinite hold (17 minutes).

At 6:30 PM, I called again. I asked the service person to not put me on hold. They said they understood my concern. Nonetheless, they put me on hold. Five minutes later, I was still on hold. I called back at 6:42 PM , talked to another service person. That person agreed to not put me on hold for more than five minutes. They came back on the call two minutes later and asked for a couple more minutes. I agreed. Four minutes later, they came back on the phone and informed me the following: The truck was heading back to the warehouse (about five minutes from the warehouse) to move the item to another truck and they would be heading to the delivery location in about 30 minutes. I was to expect the truck between 7:30 PM and 7:45 PM.

At 8:00 PM, I called back again. At that call, I was told the item was not being delivered until some unknown future date. The warehouse was closed and nobody was there to talk to. The Sears person I was speaking to would not make any promises to me of any kind of future date. I should point out, that at no time, was I ever called by anyone beyond the first automated call the evening before. All promised calls never occurred. No delivery promises were fulfilled.

I called again today 9/14 regarding my air conditioner, but they told me that they weren't sure when it was going to arrive. I then told them to cancel the order. The woman told me she would get right on it and then I received an e mail stating that she couldn't cancel the order. This is outrageous! I paid for it, almost $400 and they won't ship it and they won't cancel my order. I have been on the phone for almost 3 hours, with them on various days. Please help! I have no one to help me. I have my online receipts of the transactions and their responses and e mails! I will never buy from Sears, ever again! This is not good business practice! I want them to credit my Chase debit/credit card the amount that they charged me!

After working for about an hour, he discovered that Sears had shipped the wrong model number part. He special ordered the part with overnight shipping and assured my husband that a serviceman would be here Saturday morning. Again, my husband cancelled appointments just to stay home. The repairman never showed up. We did receive an automated call from Sears at 1:30 p.m. informing us that they would have to reschedule. This is completely unacceptable! I will be calling Sears next week demanding a refund of my master protection plan in full. You have lost a loyal customer as this is the last item that I will ever purchase from Sears again.

On 9/2, I still had not been refunded so I called again. After even more time on hold, I was told, yet again, to expect a refund in, yet again, 3 more business days (9/8). As of this writing on 9/10, I still have not gotten my refund. In conclusion, Sears sent me the wrong item and I returned it to their store. Sears has strung me along with phony promise dates for a refund, robbing me of $30.37. They are thieves from whom I would never buy another item, even if they had the last store on Earth. The refund I was supposed to have received in 5 business days has still not been received after a whopping 14 business days.

1. I ordered a new cabinet front replacement and appliance with install for the kitchen with Sears. It cost $25K so it was not a small sum of money.

2. The kitchen resurface went okay after an initial hiccup. Then, the fun began.

3. In mid-May, the installation of the appliances was scheduled and the installer advised that range hood could not be installed because it was the wrong size--it also needed connection. They did not take back the old appliance as they were supposed to. I discussed this with the Sears sales person at length prior to purchase and they advised that this would not be an issue so this came as a surprise. Please do not sell products that are not fit for purpose.

4. We attempted five times to reschedule install made with Sears and we did not hear back from them every time. To add to our frustration was the endless call waiting (never less than 7 minutes). Also, every time you call, you have to disclose a long list of information before you can get to your details. We were asked for the contact details for so many times and it has not been updated until now.

5. Sears gave up with the approved contractor for the area; they must be bad.

6. Sears scheduled a new contractor to install. They showed up on a Saturday (July) and advised us that they were not there to install but to price the job. By now, we have rescheduled 5 weekend days to install a range hood which is not difficult to install.

7. My patience had run out with Sears. I had a month-long battle with Sears Claims Department to get a share of the costs because of the terrible services (which was acknowledged by this team). We had to chase very hard just to close out an agreed price (it ended in August).

8. The contractor (Hudson Installers) again arranged to install by the end of August. Only one person turned up when they said that it was supposed to be a two-man job; otherwise, the work cannot be done. Their receptionist scheduled it incorrectly!

9. We were promised by the contractor that the work will be done within three days. We did not hear back from them so we waited for another seven days.

10. We finally got hold of the contractor and they arranged a schedule for Saturday, September 10. After chasing the contractor, we found out 12 hours before install that they have not received the invoicing details from Sears so they do not have the resources to install. They said that unless I get an authorization from Sears, they will not do the work. I reminded them that the contract is between Sears and them and that they are responsible for this. I contacted Sears immediately and they confirmed that the contractor was informed formally several weeks before.

11. I am still waiting for a $400 range hood to be installed after four months of delay, seven attempts to install, 2 contractors, and grueling hours stuck on the phone. My wife and I both work and have taken many days off work just to try and get this installed.

Please fix this embarrassing case with the proper senior management. Please advise when Sears are going to fix your supply chain. If they do not perform, remove them. It is affecting you directly as the bad press that I give of Sears to family and friends is costing you much more then dealing with the problem properly. I am also waiting for a further credit from Sears for wasting hours of my time. I am expecting all cost to now be covered for install. Please read the case history and do not disappoint us further.

It was received on September 7, 2011. I was told to call on 9/7/11 to schedule an appointment for the installation of compressor. I was told that the next available date was 9/17/11. At that point, on September 8, 2011 around 8:30PM, I was called to reschedule the appointment for repair. It was confirmed that the technician would be available on 9/10/11 from 8-12. I received another call to reschedule appointment. On 9/9/11 at 2:45PM, to reschedule yet another appointment. When I finally called back, I was told the new date for repair would be 9/21/11. This is totally unacceptable to be without a refrigerator for almost a month.

I am a very dissatisfied long time Sears customer.

Back to the grill, we paid over $400 for it, and when my husband opened the box on the morning of a family get together, he noticed considerable damage to the grill. The grill was dented and crushed all over, and parts were not in working order. After discovering we could not use the grill we had purchased, I called the customer service. The girl who answered the phone told me that she had no time to check, and see if they had the same grill in stock! I was completely shocked with what I was being told. I spent $400 plus, and you can't check if you have another one? Really? So we drove for 30 minutes back to Sears located at the Woodfield Mall, to see if they had a replacement. We found an associate when we got into the department; he welcomed us, and asked what he could help us with.

He then wrote down the stock number, and went to go look it up in the computer. Approximately 15 minutes have gone by as we were waiting for his return. We walked around the department to find him. We found him helping two other customers with snowblowers. He didn't even try to help us anymore; it completely blew us off. Even when we stood there, watched him talk to these other customers, and he looked our way twice, before my husband and I decided to get a refund. Which is exactly what we did, but they wanted to charge us for nothing! They tried to say it was the restocking service charge! Are you kidding me? They weren't putting the damaged grill back on the floor; they were returning it to the manufacturer. How is it my responsibility to pay them for their screw up. I will never shop at Sears again for anything.

We purchased the compact refrigerator on June 26 and sent in the receipt for the reimbursement. I was dismayed to find out that we had been misled. On July 6, I spoke with a manager at Sears Service Contract Solutions. She was mystified as to why we were told we would be reimbursed up to $400. She said our plan only covers us for up to $100 for a rental reimbursement. Since we had been misinformed, she authorized a reimbursement of $250.

We accepted the $250 reimbursement, though we were still very disappointed by this outcome. The total amount of the purchase was $344.80 (sales check #: 023983267063), nearly $100 more than the reimbursement amount. Had we been given the correct information in the first place, we would have been happy to rent a compact refrigerator. However, since we had purchased the refrigerator, we would have to pay a restocking fee to return it. Also, we would have to arrange for some way to transport the refrigerator back to Sears. Since my husband had just come home from the hospital, this was logistically infeasible.

On July 26, nearly three weeks later, we had yet to receive the reimbursement check or any written notice that our claim was going to be processed. I spoke with Lauren at Sears Service Contract Solutions. She assured me the check was in the mail and I should wait a few more weeks.

On August 22, I called again and spoke with Pat, and later that week, Larry. It took a few days, but Pat and Larry were eventually able to get ahold of the audit department. They informed me that the reimbursement check was processed on August 26. I was hopeful that the wait would be over.

It is now September 5, nearly three months after we were first promised a partial reimbursement. We have received no check.

I have written to Sears corporate. I hope that Sears will honor their original promise of a reimbursement up to $400. If not, I regret that we can no longer shop there. I encourage others to boycott Sears as well.

My hood wouldn't close, and I didn't want to leave the store without any resolution. I was also scared to drive my car home with an open hood as this was dangerous. I decided to call the local police department because they wouldn't take liability. Several minutes had passed and more staff members came. The general manager and three more members showed up. They all denied any wrong doing and said the car hood was damage due to some kind of a force (it had red paint in the front fender, the same kind of paint on the work area). I told him that one of the mechanics must have bumped into the area causing the vehicle's entire hood to shift and now it wouldn't close.

The police department took a statement from me and the store manager and told me to take it higher up and also suggested not to do any business with them anymore. The store manager and loss prevention had me fill a statement but wouldn't give me any copies and told me that they were going to file this with their insurance company. I completed the questionnaire, and they told me that they will contact me with a claim number. I called my insurance company and filed a claim with them. My insurance company found damages and told me that it was dangerous to drive the car with an open hood. They tied it with some kind of rope. I have no other transportation and had to drive my vehicle like this.

We bought a white KitchenAid Refrigerator. Delivery date was met as scheduled. First thing that happened was they removed the old refrigerator and took it out to the street. Next thing that happened, lo and behold, they were delivering a "black" refrigerator (remember, we bought a white one). Now what? Well, we needed a refrigerator so the black one was installed at least for the time being. The installer called the company and notified them that it was the wrong color. I was told by these folks that they would order the correct unit while delivery folks were still here.

Delivery folks departed and the refrigerator door would not stay closed and would open by itself. My wife called the delivery person to advise him of this but he never answered his phone. He was called numerous times but he never called back. While eating supper that evening, the ** door opened 6 times by actual count. I ended up having to tape the door with a sealing tape in order to keep it closed. Numerous phone calls took place to the so-called repair department, and I was told that no technicians were available for a week. Duh? So much for support from Sears.

At this point, we physically went into the store and spoke to the assistant manager. I explained the situation and was told he would do whatever he could to help. He supposedly called the repair department and told them to set up an appointment for resolving the door problem. The following day, my wife called the repair department and she was told that there was no request called in for maintenance to solve this problem. We were lied to.

Meanwhile, the delivery folks told my wife that they would order the correct item but it would be two weeks before delivery. It had to be ordered from the factory. Meanwhile, lo and behold, a maintenance guy was sent 5 days later under the direction of the district area manager. A 15 minute fix was all that was required. The door needed a shim and it works well now, finally. We finally did get the correct unit, but only after an awful lot of unnecessary grief and aggravation.

What I have not mentioned here were all the phone calls that took place in between and the stonewalling. They were almost as bad as the federal government. If I was to rate the experience, I would not be able to do so. There is no offer for placing "zeros" on the site.

I am one very disgusted customer. We are a family who, for years, relied on Sears for tires, battery, TV, and numerous other items but never again. We are done. Would I recommend Sears to anyone? Not "no", but "** no"! We feel very strongly that there should be some remuneration for all the grief and aggravation this exercise in frustration caused. We are not very happy campers!

They sent a repair person who only talked with my son without touching the TV. They decided on what was wrong and claimed that it was pre-existing. The customer service claims that he diagnosed based upon his expertise. Since then, I talked with Toshiba about this and they believe that he should have at least turned on and set tested cables, all attached units and taken some internal readings. Then they said that because I was beyond the 90 day grace period, agreement was no good. I explained that on August 5th, I returned from South America, where I been since the first week of June, and found the renewal among bills, renewed on the 7th of August. The TV was working fine, then it wasn't until returning from Miami on the 26th that I found the TV not functioning; this is when I called for repair.

I personally drove to the local store and talked with the office staff with whom I couldn't understand why there was a problem. After looking over all my paper work, they gave me another number to call which led to nowhere. After waiting for four hours to a repair person, I called only to be told that they were not covering my claim and cancelled appointment.

I have spent hours wasting my time talking with the customer service, only to have them telll me that they made a mistake and should not have sold the agreement to me. Nineteen years ago, I had a kidney transplant and two years ago, I had serious heart troubles but they were nothing compared to dealing with Sears. In the end, all I wanted was for the TV to be fixed as the agreement I paid stated.

On November 18th 2009, we bought and paid for a washer and dryer set at the Sears store in Naples, FL to be delivered to our son Eric ** in Sacramento CA. Unfortunately, our son's condo had to be extensively remodeled and the delivery could not take place as planned. Whenever it looked like the condo was ready for the washer and dryer to be installed, a new problem was discovered, like termites, leaky roof, etc. and consequently, the delivery date had to be postponed several times and ultimately slipped to January 20th 2011.

However, when the delivery date was finally set in January of 2011, the Sears warehouse called Eric and told him that the washer and dryer models we had bought were no longer available and that he had to go to the store in Sacramento and pick a newer model.

When Eric and I went to the Sacramento Sears store on July 8th to pick the new model, the sales person made several phone calls but could not resolve the issue, despite the fact that we brought all the paperwork and receipts with us. After waiting for more than an hour, we were told that we could not make the selection at the Sacramento store because they did not have access to the original purchase paperwork, and that we could only do it in the Naples Sears store, where the original purchase took place. Of course, we were very disappointed but realized that there was nothing else we could do but to go back to the Naples store.

After returning to Florida, we went to the Naples Sears store on August 16th, and with the help of Mark ** the local sales person, we could connect and talk to a Sears' representative who told us that they would investigate the case and it would take approximately two weeks to cancel the original order and initiate a refund. We even got a case reference number.

Immediately after this phone conversation, we bought a new washer and dryer set which will be delivered at Sacramento next week. Despite their promises to keep us posted about the progress made on the refund, we never heard from them again. And of course, when we received the monthly Visa card statement, there was no credit from Sears. When we inquired about the refund, we got again the run around and none of the people we talked with could help us to get the credit for the appliance set that was never delivered.

By now, we are so sick and tired of getting the runaround, and deeply concerned that nobody is taking responsibility to follow through on this simple task of setting the record straight and crediting the amount of $1190.51 to our credit card.

We are also terribly sorry that we bought the new washer and dryer set for our son from Sears again, but we have been devoted Sears appliance customers for the past forty plus years and we never had such a bad experience. We sincerely hope to get this issue resolved immediately and we expect to be posted of its progress.

I called the company seven different times asking to speak with a supervisor and was placed on hold each time for over 15 minutes. I never was able to speak with anyone.

I cannot express how unhappy I am with Sears, and I will never use them or purchase from them again. As a lifelong Sears customer, this is pretty disappointing! I will also be using my Facebook and Twitter account to spread the word.

With this experience, I researched the internet and saw a myriad of online complaints regarding Sears Repair Services. Horror stories are what they are. After researching Sears repair Services, I decided to have my washer repaired locally even after I researched Sears with the BBB of Chicago. Sears was given a rating of A- and had over 6,000 complaints lodged against them. I wondered how that can be. The ratings are determined not just by the number of complaints a business may have but also by the length of time a company has been in business and the number of retail outlets they have and how many subsidiaries they have.

Well, after researching the history of Sears, they began business in 1887 and of course, have thousands of stores including K Mart stores along with several subsidiaries. So, my point is that for consumers like myself, the BBB rating of a business is useless and does not tell me, the consumer, what I need to know. Just looking at Sears A- score would tell me that they have a good reputation until you do the research and see what other consumers have gone through.

Even though I decided to have my washer repaired by a local firm and not Sears, I filed two complaints against them with the Chicago BBB. Chiefly, my complaint was that Sears Holdings does not abide by the guidelines set by the BBB in their advertising, ethics, or business practices, yet they are a member in good standing with thousands of complaints and a misleading rating of A -. Both of my complaints against Sears were closed arbitrarily by the BBB of Chicago with the reason "invalid". The resolution I asked for was for Sears to stop their deceptive selling and advertising practices.

Now, Ms. Nita **asked me if I wanted to mediate the complaint as there was no resolution initially arrived at. I had reviewed the BBB's Dispute Resolution guidelines and stated yes. Several days later, she told me that the mediation process costs $200.00 and BBB members, like Sears, get 25% discount! Now, I read the Dispute Resolution process before I filed the initial complaint against Sears and there was no mention of a mediation fee of $200.00. I believe that was specifically added as part of the dispute process because of my persistence with my Sears complaint.

1. The BBB is not looking out for consumers as their rating system cannot be relied on as far as a business's reputation in the marketplace. As a consumer, I'm not interested that Sears began business in 1887. What I am interested in are how much they charge, is it reasonable compared to other repair services, are they reliable, can you believe their promises on their website, and what kind of results can I expect? The BBB cannot be relied on to provide a consumer like myself with that kind of information. Relying on a BBB rating of a business is like a crap shot.

2. I believe there is a "chummy" relationship between Sears and the Chicago BBB. Something just isn't right there. They publish guidelines for members to follow and Sears violates most of them and they remain a member in good standing with a rating of A -. There is definitely wrong with that picture. I will never, ever rely on the BBB to give me an accurate description of a business which I may want to do business with. I believe the BBB is a profit organization rather than a non-profit organization. A couple of years ago, Attorney General and now Senator Blumenthal of Connecticut investigated the BBB rating system and found it to be inadequate. The BBB agreed to changes and what they have come up with is very deceiving for me as a consumer.

I am recovering from my surgery and cannot go out. Therefore, I have been home all day for the last month and they blew me off. I paid for a 3 year maintenance agreement and they thank me for being a premier customer. But they do not know how to treat a premier customer. I am now expecting service on Saturday between 1pm to 5pm. I will be on the phone every 15 minutes until they show up. I will do everything in my power to slam Sears Service with every chance I get. I am 70 years old and recovering from back surgery, so I am house bound. The tech just decided to go home and I am the one who suffers.

The problem started when I needed to move out of my rental home a week later. I will spare you the gory details. I called the delivery service number to make an appointment to pick up my washer and dryer on Friday, 12 Aug 11. The woman I spoke with said that I would receive a confirmation call on Thursday night telling me which two-hour window they would be coming for the pickup. By Thursday night, there was no phone call. I called on Friday around noon to see what's happening. The customer service representative apologized saying that their delivery schedule is full and they will have to delay delivery until the next day. I explained to her that I have to work on Saturday and I cannot be at home when the pickup guys come. I then asked to speak to her manager.

After waiting on hold for 12 minutes, the manager came on the phone and told me that there's nothing he can do because the delivery schedule is full. I asked him if they can call the delivery guys and ask them to make one more stop. He said, "No. That is not possible." (Probably because he is located in the Philippines and cannot call anyone in particular here in the US). Not once could I understand any person's name that I spoke with, as I am slightly hard of hearing and their accents were a little rough. Bottom line is, I had to have my parents be at the home and wait around for two hours for Sears to come and pick up my washer and dryer.

Here's the kicker. On Sunday morning at 8:00 a.m., I got an automated call from Sears saying that my scheduled delivery has been delayed and that I need to call and reschedule! I called the number and spoke with an agent. I told her that my delivery was already picked up on Saturday! She said that she will forward the information through.

On Monday morning at 8:00 a.m., I got another automated call. I ignored it. On Tuesday at 8:00 a.m., I got another phone call. I ignored it. This went on for five more days until I finally called and informed them to please stop calling me! The woman advised me that they are calling because the hoses and connections to the washer and dryer were not included when they picked it up. This is a lie because my parents told me that the pickup guys took everything and put the hoses and connections inside the dryer so they wouldn't get lost. I told her this. She said that she will forward the information and I should stop receiving calls.

The next morning, promptly at 8:00 a.m., I got another phone call. This is now, Monday, 22 Aug. I have been receiving phone calls every day at 8:00 a.m. from Sears for eight days. I called again and asked them to stop calling me. They said that it will take 24-48 hours for the request to go through. It is now 25 Aug and I am still receiving phone calls. I am sick and tired of this and I want it to stop. I will never use Sears again because of this customer service ridiculousness. I am angry and frustrated that they cannot stop a simple phone call from coming to my phone every morning. Do I have to change my phone number just to get them to stop calling me?

I called the Sears Air Duct Cleaning and explained my problem. They said that there wasn't anything they could do because it was over 30 days. I tried to explain that it was impossible for us to check the ducts after the cleaning, but the customer service agent still said that there was nothing she could do. I asked to speak to a supervisor, but because he was unavailable at the time, she took my information and said that the supervisor would give me a return call. I called again and got the same response. I also sent an email to the customer service website about a month ago--still, no response.

In conclusion, to prevent a fire, I had to get my dryer vent re-serviced. The new dryer duct technician laughed when I told him that I had this service performed in March. He said that he is willing to testify that it is impossible to have had this service performed in March and for the vents to be in the condition he found it in.

We then tried to reach the warehouse and even our local Sears store, with calls being diverted to a Sears "call center". It's now 5 hours past the original delivery time slot. We have yet to receive a call from the driver despite several messages and calls to the call center, the store, the warehouse and the driver's cell phone. The warehouse is now closed. This is completely unacceptable service. I am so sorry we didn't buy from our local appliance store who would have "found" our house address. I am now looking online and saw many other complaints about Sears customer service. I am considering to cancel the order which is close to $4000.00 worth of merchandise. I am disgusted by this level of service.

I called today being the 21st day and was told the parts was shipped this morning at 5am and they would not replace the washing machine; and they have an additional 8 days for me to receive the parts. I was also told by the "Customer Solutions" that the MPA does says Sears will cover all parts and labor OR replace the parts, but it does NOT specify in which time frame this needs to occur. I still do not have any idea when or if I will get the parts, the appointment or either. I will NEVER buy another Sears product again after going through this fiasco to get a product repaired that I paid an extra $310 for extended coverage and can't count on that either.

On August 13, 2011, I began to have a problem with my Frigidaire washing machine. I had purchased the master service agreement so I called for service. The first date they had available was four days later and I was given an appointment for Thursday, August 18th. I was told that the service person would be at my home between 1:00 p.m. – 5:00 p.m.

So, on the date of the service, I received a call on my cell phone at 11:32 a.m. from Sears Appliance Repair, which I missed, because I was at work. They called me back at 12:30 p.m. but I still was not able to take it. And so I decided to call the repair center and they stated that the repair person called to say he was on the way to my house. I told the call center that I would be home between 1:00 p.m. and 5:00 p.m. per our appointment.

A few hours later, I discovered that my appointment had been canceled. I contacted the service center and asked to speak with a supervisor. After being put on hold for several minutes, I finally spoke with one. The supervisor told me that the earliest they could re-schedule was after four days.

I then went to the Sears store where I purchased the appliance. The store clerk was very helpful. He called the service center and was told that the repairman was already at my house and no one was home.

At the same time, I was speaking to another person at the repair center and was told that they canceled the service because they had to order a part of the washing machine. When I asked how they knew about what part to order, the only answer she could give was off of one of her pre-written response card, which was repeating the reschedule date.

I left the Sears store with no answer or resolution to my problem. I then called the Sears manager and she gave me a phone number for another call center. When I asked to speak to a district manager, she said that she didn't have any information on a district manager. No one seems to be accountable for Sears Appliance repair person’s inability to show up for an appointment.

So I contacted the complaint center but they could do nothing to get a service to my house today because the service crew is in a union and they can't work past 4:30 p.m. I have rarely experienced such poor service in my life. Sears didn't seem to care if I missed half a day work and it looks like they wanted me to miss another one. I will never purchase another appliance from Sears again.

The installation was supposed to be on Thursday originally. Then, we received a phone call that it was going to be Friday between 2-5pm. That was no problem but my husband would have to stay home all day from work. Friday came and there was no delivery, no phone calls to say that they were on their way. We called Sears delivery center five times and they could not get in touch with the delivery company either. All that they could tell us was that our appliances were on the truck and they may just be running late. By 9pm, we knew that they weren't coming because there was no phone call. My husband lost a whole day's wage because he stayed home all day!

It was on Friday night, at 10pm when both Sears delivery hotline and we felt it was not happening. They said that they would leave a message on the delivery services machine that we should get our appliances delivered by Saturday at 8am and to await a phone call by 7:30am. Well, there was no phone call nor delivery!

Finally, on Saturday afternoon at 2pm, we got a phone call from Teresa, from the delivery service saying that she didn't understand why it was never delivered on Friday and that they could deliver that evening or Monday. Since we were not home that afternoon when she called, because guess what we have a life too, we told them that if it was going to be Monday, it would have to be after 5pm so that my husband wouldn't have to lose another day's pay. Well on Monday, we got a phone call from Teresa at 3:30 when my husband is still not home from work. If my daughter wasn't home with a friend we wouldn't have gotten the delivery either.

This is terrible customer service. I have bought appliances from Sears for many years. All of my appliances including my vacuüm is a Kenmore. I don't think I would continue to use Sears based on this experience. How rude to keep someone hostage in their home waiting for a delivery and not even have the decency to call and to say that they were or weren't coming. I paid $150 for delivery and my husband lost more than that in wages. This nondelivery cost me over $300.00. That is unacceptable and irresponsible on the part of Sears.

I called an independent serviceman who came out and said circuit board is gone (he dealt with the same thing a few days prior, same fridge). I'm still waiting for the part. All the foods are gone.

When I shopped for a new fridge, I told the salesperson at Sears no LG products along with a couple of other brands. He said try the Kenmore. Serviceman that came out told me the Kenmore I bought is actually an LG!

Sears will not stand behind their products. They are of no help. This fridge cost me over 1,400 and is just three years old. I have been, or at least feel like it, scammed. Even the appliance manager told me he's not even sure who makes what anymore. So how is a consumer suppose to be educated when the sales staff doesn't have a clue? I feel a reimbursement of some sort is in order. Living without a fridge in August stinks and I have family coming in in two days. Great!

Who protects the consumer? We are out here on our own.

Our latest issue began 6 days ago, on a Saturday. The a/c was making a terrible noise and we contacted the 800 number for Sears. We were told 24-48 hours that we would hear back from someone; we heard nothing. We called again and we were told there was a scheduling problem; there were no service technicians in our area. It was hard to believe since we live in Savannah and within 10 miles of my house, there are several "Authorized Carrier Dealers".

After a few more phone calls, because every time you need to be "transferred" you get disconnected, we were finally told Friday between 8 and 5. Okay, now that is 6 days into our issue of 102 degree days and it only cools down to mid 80's at night. We have two small children and this was the best they could do; OK, but I am not happy. Thursday morning we get an "automated call" reminding us of the appointment on Friday. Great! A few hours later, a message was left that we needed to call to reschedule! I was transferred and disconnected several times and it took me OVER 2 hours and all anyone could tell me was there were absolutely "no authorized service techs" in my area! An email from Erika in the Tuscon, AZ call center explained she had to send an email to the supervisor that would schedule the tech and I should hear back from that person by noon the following day.

Let me tell you that we did not hear from anyone again. My wife was told we could purchase $250 worth of fans and air conditioners and we would be reimbursed for them. Here's the catch, we can only purchase from Sears or K-Mart. Nothing they have is remotely adequate for $250. Also, my wife asked if we can get any of the local HVAC to repair and send them the bill. We were told no AND it will void our warranty with them.

When I finally got Frank (a manager in the Central TX call center) on the phone, he researched our issue and stated he must call me back. To my surprise, he did call me back about 20 minutes later. THANK YOU Frank! He stated he had put a call into the office that handles the dispatching of the service techs in my area and she was "working my problem right that second." He assured me that Mercedes in the College Park office would contact me by 5PM (within approximately 2 hours). I tried to explain to him that College Park was over 4 hours away and it was ridiculous for a tech to drive from there down here. I stated I could go grab any number of authorized dealers in town and no matter what they charged, Sears would end up better. Let alone, the $250 we are now authorized to spend on fans and such!

He told me I could try to explain that to Mercedes when she called. Guess what, NO CALL from Mercedes or anyone from Sears! We called back and again, were placed on hold for nearly 45 minutes! UNACCEPTABLE! I have now been told that we will get a call around 10AM Monday to arrange a time for the tech to be at our house on Monday.

All in all, I have been THOROUGHLY disappointed with Sears in this whole ordeal. I hope to have this issue resolved by Monday. We shall see.

He gave a price over $400 for replacement and labor. Or suggested we go and buy new dishwasher and he would give us coupon book. He also suggested that we call to ask for more of a discount seeing as dishwasher was not that old.

We called and could not be convinced to buy another Kenmore product. We went out and purchased another dishwasher. Installer said the leak was caused by the supply line valve and not dishwasher pump. We cancelled the new dishwasher, replaced valve and have not had another leak.

This is a dishwasher service scam from years ago that cost us $129. Disappointed in Sears and will not shop there again.

Over the last two years, I have purchased at the Cambridge Side Galleria in MA a washer, dryer, stove, vent, dishwasher, and a refrigerator. The washer and dryer were purchased over a year ago and I had no issues when it came to buying and getting them delivered.

I just purchased the stove, vent, dishwasher, and a refrigerator. The stove was dented and scratched, the deliverymen did inform me. They had to call the damage into Sears. They passed me the phone only to the woman calling me by the wrong name and being rude! She offered me a coupon and didn't explain what it was. At that point, I asked to speak to a manager or someone who understood English. She ignored me, called me the wrong name again, and kept on saying coupon, coupon.

I told her once again I did not want a coupon. She said, "Okay, you want a refund on the product." I said no. I need a stove and I don't want a coupon! I asked five-six times to speak to a manager or supervisor but she refused and said if I wanted to talk to someone else, I would need to hang up and call back the number. I said, "Excuse me!" At that moment, the driver asked if he could talk to her. The result was they are going to deliver a new stove.

I can't wait over a week for a stove. I felt like Sears pressured me to keep the damaged stove. I am very disappointed. You know what Sears offers me for a brand new, $900 stove that has a 12-inch scratched and has a dent? A $50 gift card or a coupon for 10% of my next purchase. Yeah, thanks Sears (saying it sarcastically)!

I am the customer, I did purchase five big appliances from Sears. To be treated that way is terrible. If I didn't need the appliances right away, I would have cancelled the order. It is such an inconvenience to have to wait and get damaged products.

I would tell family and friends that if they want to purchase from Sears, only purchase if you can pick the product up yourselves because the home delivery/customer service is absolutely horrible. Now the refrigerator that I purchased has been rescheduled three times so far and it's not me, it's Sears. I am very disappointment.

If I may give advice to Sears. Train your customer service to treat customers with more respect and learn to not only read English but to understand English.

Another failed American company. Customer service loses another lifelong customer.

They called on Tuesday that the spare part was being shipped, and would be at our house on Wednesday of August 10 or Thursday of August 11. They called on Wednesday to tell us that the spare part was now on back order, and we wouldn’t see it until Thursday of August 18. We were furious, as we have a toddler with severe allergies and asthma; we can't survive the hot summer without air. They told us that they couldn’t get it earlier. We asked to speak to a supervisor and were hung up on twice. What?! Nice customer service. We pay a yearly fee for this service as do two other family members for their houses, as well.

Harold is 86 years old, and we had been experiencing weeks of upper 90 to over 100 degrees temperatures. The only thing offered was for us to purchase a portable room air conditioner from Sears or K-Mart, with a $250 reimbursement. There is no K-Mart in the town he lives in, and Sears doesn't offer a portable air conditioner for less than $299. This is totally unacceptable. Please, help.

That was then. Now, for the rest of the story. I have bought numerous appliances from Sears in the last couple of years, including a stainless steel refrigerator, a stainless steel convection oven, a stainless steel microwave as well as smaller items like my vacuum cleaner and other kitchen appliances. Even my tractor is from Sears!

At issue is my Kenmore water softener. Since I have well water, and my well is extremely deep, we have a large amount of iron in our water. You do not see it but it turns sinks and such orange. For this reason, we have the water softener. This is a very important piece of equipment for us. Without it, we cannot do laundry (orange clothes) and all our sinks, toilets, cups, bathtubs, dog water bowls (anything that gets wet) is stained dark orange.

On September 25, my water softener started leaking. It proceeded to flood my laundry room, closet and our family room (soaking the carpet). I immediately unplugged the unit and called Sears. They said they could get someone out on Wednesday the 27th, if that was okay. I agreed and called off work for the morning appointment.

The repairman never showed up so I called Sears and was told they made a mistake and the appointment was put in for Wednesday, August 3. After numerous people and apologies they scheduled it for Friday, July 29.

The repairman came out and found that he needed three parts and had none of them so they had to be ordered. He wrote it up and scheduled the installation for Friday, August 5, between 1:00 PM and 4:00 PM.

When I came home from work on Wednesday, August 3, I found the packages at my door. I also had a message on my answering machine that I had to call Sears to schedule my appointment. I called the number they left and explained that I had an appointment and that I had the paperwork in my hand that the repairman printed. I spent the next three hours in the phone trying to straighten everything out, only to finally be told that they had the appointment and just needed to know if the boxes came yet!

Now it is Friday, August 5, and I am at home, missing my third day of work for this water softener fiasco. I get an automated call telling me that I needed to call Sears and reschedule my appointment. The appointment that I am sitting home waiting for! I call and am told by Valarie that they do not have anyone available today so I need to reschedule. I explain that I cannot do this. They escalate me to Desire (in Texas) who looks into having it done tomorrow (Saturday) so I do not have to miss any more work. Of course, this cannot be done.

They instead schedule it for Monday morning. That will be the fourth day of work that I will have to miss so Sears can attempt to come and repair their water softener. I still cannot wash clothes, everything is continuing to stain, and Sears doesn't care. After all, I already gave them all my money.

I call the Hotline (1.800.795.5030) and ask for help. I explained my whole story for what seems like the hundredth time. I am told that there is nothing they can do. This is not the first time something like this has happened and it won't be the last. I am flabbergasted that they would say this to me! I asked to have this escalated and am told over and over that there is nothing that will be done. They are fulfilling their agreement. I explained that I will have missed four days of work for a simple repair job that most companies would schedule outside of the 8-5 that Sears demands. He tells me "I guess you will be going to the BBB then."

I let him know that I would indeed be filing a complaint with them and anyone else who would listen and that I would post this story to every website out there. I also informed him that I would not be ordering my planned new flooring from Sears after all. I also would not be shopping at Sears or any of their other holdings ever again.

I don't know which is worse. The fact that I have missed so much work and spent so many hours on the phone for a stupid repair or the fact that I have lost respect for a company I grew up with.

My husband was supposed to go to a work event, so he called his job and let them know he would be late for the event, but he was still planning to attend. At 6:20pm, I received a call from the repair man. He said he worked a long day and asked if I could reschedule the appointment. I explained that my husband and I planned our work schedules around this appointment and had been waiting for him all day/evening. It was a polite exchange. I asked him if he could please come, since we had already gone to such trouble and did not want to have to go through this again. He apologized for keeping us waiting and said that he would be arriving at our apartment in just a few minutes. I told him I would call my husband to let him know to expect him. Then, I called my husband. When I finished work at 8:30pm, I called my husband and discovered that he was still waiting for the repair man. Then, I called Sears. The representative I spoke with said that the repair man entered into the computer that we had asked to reschedule the appointment. Then, I waited on hold for an hour and fifteen minutes to speak with a manager.

The manager had nothing to say about it, other than I would have to reschedule the appointment. The earliest appointment they had available was a month later, on August 10th. On August 4th, I get a call from Sears asking me to call back and reschedule my appointment. I've been waiting on hold for 40 minutes to speak with someone.

We finally kept the replacement refrigerator that was not the one we ordered because I had no more vacation days to wait around. It is the same style but they gave us a faux stainless yet we originally had the real stainless. The washer and dryer replacements seemed OK at first. We are now having problems with the washing machine they delivered. They scheduled two appointments that they missed. At another appointment, they sent someone who was new and a supervisor to watch him. Both said the machine was not installed properly which caused problems with the drum (not sure if this is true or if they just want to blame the Sears installers). Anyway, the repair person said it was fixed. He spent 15 minutes talking to me about how to give him a good rating on the survey but didn't fix the machine. I turned it on just as they left and it was still broken. We only have a few days left on our current warranty.

Later, after he left, I tried to contact his manager to no avail. Reviewing the invoice now and I have discovered a discrepancy the invoice to is $310.85. I am gravely disappointed with Sears, but relieved I didn't purchase a warranty from them & will never buy another appliance from Sears. How sad that one of Americas last hold out has become corrupt ! I will frustratingly apprise anyone who will listen.

I received my confirmation order number and my survey at 7:23 pm and on the next day, I got a cancellation order that stated my order hit the pick up store one hour before closing so my order would be placed the next day. The next day, two hours after opening, my order was cancelled.

So begins the Sears - Round and Round and nothing goes to the customer. They will repeat to you the obvious -- you don't matter to us so go away. Call as many time as you want--you still do not matter. After all of these, the cost is still pending on my credit card, and of course there is nothing they can do about it because their policy is: That it can take up to 3-5 days to have the charge removed from your account even though they cancelled the order. As would be expected, it will take the five days because today is the 4th day. I will not buy or order anything from them again.

I will never reschedule with a company who treats their customers like this!

We have learned an important lesson and will NEVER purchase another large electronic or appliance from Sears. Approx. 7 months ago, we purchased a Kenmore Elite Washer, Dryer, Dishwasher, and a Samsung refrigerator/freezer. We also purchased extended warranties for all of these items. This was a big purchase for us as we are your average American working people who don't make a big purchase like this until we have saved up and can afford it.

We were very happy with our new appliances, even though we already had the repair person here once to replace a part on drum of the washer. Ten days ago, while doing laundry the new washer broke and started making a very loud noise. It was late; so we waited until the next morning, and called for service. This was a Saturday; we were given an appointment for the following Tuesday, and we were satisfied. My husband took the afternoon off of work to be here between 1:00-5:00, the window of time we were given.

At 4:00 a general maintenance service man called and said he was on his way to do the "maintenance check" on our washer. My husband explained it was not a general maintenance call; it was a broken washer that needed repair. The service man told him he was sorry, but he wasn't the right person to be coming out. He didn't repair washers. He then told my husband he put in a request to have a technician come out, and that appointment was for an entire week later. Now it is ten days since the washer broke. We had no choice, but to take this appointment (We would like to return the washer for a new one, but were told we cannot do this since it is past 90 days since our purchase.).

We called the end of last week to confirm we were on the schedule for today. Then, Sears left us a message last evening confirming we were on the schedule today between 1:00-5:00. So, my husband took another afternoon off of work to be here. No one ever called or showed up!

We called at 5:00 and were told he was just running late and would call soon. At 5:45 pm we still hadn't heard anything; so, we called again. This time we were told he wasn't coming. After a few different excuses, we were told the technician may have called out sick and all of his route was canceled for the day. Then, we were told he got tied up on another job, and he ran out of time so we were canceled.

No one ever called to tell us this, and they have 2 different phone numbers on file to reach us. I won't get in to the conversations we had with 2 customer service "solutions" reps; they were very nice on the phone, but completely useless in getting our problem resolved. When I demanded to speak with someone in management to get a technician out here first thing tomorrow morning, I was told the next open appointment for a technician is August 8th!

That is 2 weeks from now! This is completely unacceptable, and we plan to report this to our local news media, Consumer Affairs and the Better Business Bureau. What a joke a service contract is if you can't even get someone out to do the service! We are now stuck with a broken washer that is only 7 months old, we have to go to a laundry mat to do our laundry, and we have no confidence that even two weeks from now someone will be here.

What are we supposed to do? We feel completely helpless and taken advantage of. We would love to buy another washer. Throw this one out in the street. Call the news media to report our story; but unfortunately we are regular working people who don't have the extra money to buy another washer when we just bought one a few months ago.

Sears has dropped to the bottom of our list, and we have told everyone we know never to buy from there again. Your quality and your service is a complete joke! Someone at the top needs to know about this; so, we will also be contacting Sears’ CEO.

I called Sears and complained. The man I spoke too said it would be reported, he was sorry for the trouble, and they are going to send me a $50 gift card. Well, that was a joke also. I did not get a gift card nor did I get tires. I called another store in Auburn only to be told that the tires were in stock, but discontinued. My son was in need of these tires, and I told the sales representative this. If this is the practice of their store, then thanks, but no thanks. Why are they allowed to sell something, give everything down to the total price, get you in the store and then hit you with the surprise that they will sell you something else that will cost a little more? Nothing came of it. I never heard from them. No card, no sorry and no nothing! I had it with Sears.

I have another complaint. I bought a mattress in April, and in less than three months it started to sag. I paid $1000 for the mattress. I called Sears and they let me know real quick that they were not going to do anything, but they did give me another number to call. I called the number; I was given instructions on what I need to do. I was told they would email to me-- and yes, they did. This is what they sent,” Take a string from one side of the bed to the other and clip to the side. Measure the dip with a ruler, and take a picture of it. Back away from the bed and take another picture, so that you can see that all the measurements are the same. Take the mattress off, and take a picture of the box springs. Take the box springs off, and take a picture of the frame. Take a picture off all tags. Do not remove the tags. Email pictures, and if the mattress is truly defective, it will be replaced for $69.00.”

Now, they will replace three or four times, but each time you will have to pay $69.00 before they will let you upgrade. I guess that gets them their money for the upgrade. I paid for the mattress once, and did not know that I was going to invest maybe another $400. Not to mention this is a king size bed. My husband does not have the same off days as I do, and is tearing our bedroom apart for their pictures—it is a bit too much. What if you don’t have a digital camera or computer? I guess Sears thinks if they make it hard enough, you will say forget it. NO, not this time. I have had it. I work hard for my money, and I want my money back from Sears. I do not want to deal with them again. I believe everyone has a right to know what they are buying. Times are hard, and people don’t have money to throw away. If this is how Sears does things to stay in business, then we would all be better without them. I just want my money back; so, if there is anything you can do to help, please let me know. This should all be documented with names and dates on their behalf also.

I went looking around waiting for my car. One hour later it was not yet done, but I was told it won't be done yet , OK. Later at 1:20, it was not yet done. I guess Manny and Filinni went home. By 7:00 PM when I checked, again it was yet not done, and I was told they needed 30 minutes more. By that time, I was getting frustrated because of the wait; so, by 7:50 PM I was told my car was ready. I went to pay, but the guy named Ulmesh got a call. I started helping the guy over the phone giving tire prices-- forgetting I'm waiting. I continued waiting because Ulmesh wasn't ready to deal with me. The next person came to help me, but she wanted my signature. I was waiting for them to tell me what else I needed for the car. She gave me no answer/idea. I had to wait for the technician. I went to the garage and found out that I was the last guy. I was upset; no priority, no information about my car and the girl was already giving me and attitude. I told her that I was upset about service, and she gave me the look--like what does it matter. I was really upset. No apology and no trying to fix the problem. So, I left.

Then I called the store and spoke with a manager on duty I told him my story. The next day there was no call back. Then, I called the customer care, and it seemed they don't care either. Now all I want is my money back. What a bad service this company gives. They used to be very good on customer service. I want my name erased off their system, and I would never do business with them.

Hoffman Estates, IL 60179

I and my family have suffered this whole summer of hot weather, and dangerous heat conditions. I have a son with severe asthma who had to stay with relatives because my central air conditioning system was not in working condition.

I have since brought out of my contract because I feel after being with this company for over 20 years, I should have been treated with more respect and. People pay to have their things look after, but this is not what Sears is about. My son could have died from the heat being so bad, and I am sure that everyone at Sears was cool and comfortable.

It's funny when they sent the man out to my home last month to look at the system. I asked him about the crack and the damages. He told me it did not look like it was done intentionally, but he did see it was split. I ask him how long it would take to hear from them. He said he would call me by Friday. This was on a Tuesday, and he never called. I then said that something needs to be done about it because my children are suffering; I have a son with asthma, and he said to me to buy a lot of popsicles.

I will never understand how a company could treat a long time customer like this. I think Sears should know how degrading this is. You cannot just treat people who pay their bill on time like a piece of dirt. This is how my family and I were treated. I would like to thank you for your time and patience. I really hope in the future that others will get the respect from a Sears’s technician, manager and supervisor because everyone has feelings. Everyone deserves respect.

Chereen **

We have called our designer, Richard **, three times almost two weeks ago with no response. I have called the project manager Jason ** two days ago with more problems, and he has not responded to us at all. Our kitchen is a complete mess, and we are being highly inconvenienced. We are being avoided and ignored by Sears. They do not keep in touch with us or contact us. They have to be prompted, or we do not hear from them. We were severely overcharged for a very basic kitchen, and would like this issue investigated in depth. We are very unhappy and disparaged over this situation. I have several photographs that were taken before and after our renovations. I will provide these photos upon request

I then called Sears corporate customer advocate (8007955030) who stated that there was nothing that they would be able to do to help assist me in the matter. I then contacted Sears executive office Gavin ** (direct telephone number 888-266-4043 extension: 99) who explained that he would be dealing with matter personally, and would try to resolve the matter. He tried contacting the routing office and was unable to get any earlier appointment. So, he sent email for same day service for an emergency situation (Case number 3635451). He said he would try his best to get in touch by the end of the day to have a technician come out. He also referred me to the food loss department (800-795-5030), who informed me that they will provide reimbursements up to $250 for the food loss in the refrigerator but, they do that only after the technician comes out to determine the problem.

I contacted the food loss department 6/15; I was told that the water filter was not covered, and could not be counted on to get the reimbursement for food loss. I contacted Gavin ** and I left him a message disputing that I was unaware that the problem was the filter, and that if I was given any indication of what was the problem on the fridge I would have resolved the matter myself. Even when I contacted the customer service, there was no representative who sat on the phone with me with any troubleshooting suggestions that could have assisted me in knowing that the filter was the problem. I spent all those days with non-working fridge, a 92 year old father and an 8 month grandchild that I was unable to store food for and lost all the food that I had.

Since then I contacted Mr. ** on 6/14 (food loss dept also with the itemized list of all I lost), 6/20, 6/23, 6/28, 6/30. I called the main desk number 847-286-2500 and was told that Gavin ** was handling the case, and that they would also forward an email to let him know that I was trying to get in touch with him. I was transferred to his voicemail and I again left another message. I was also told that Mr. ** closed the case on the 15th. On July 6, I called Mr. ** again, and got voicemail. I called the main number and spoke with Scott who saw that Mr. ** made a notation that he would be calling me the following day. No time specified just the next day. The next day, Mr. ** called me at around 11 AM, and I missed the call. I called him back there after and left messages two times, and never got another call back. I called the food loss department again and they stated there was nothing they could do.

Sears has a significant following of unhappy customers as you can see by the great number of complaints online. Most, if not all, have taken their problem to the alleged problem solvers called "Blue Ribbon Team" for resolution. This team speaks of their motto; however, they do little to keep a Sears customer. They are masters of circumlocution and time-wasting. They surely must laugh as they are getting paid for displaying behavior that belongs in psychiatrist office and not interfacing with customers. Eventually, Sears will realize they are spending money needlessly to support employees who give customers the run around and ultimately drive those customers to the competition. Does this look like the formula for success? I think not.

It's now over 7 weeks later and I've experienced two (2) rescheduled appointments AND two (2) no-show appointments and Sears has refused to "escalate" or resolve the matter. Each time I call, I am sent to the Customer Solution (escalation) center and no one is able to escalate anything. Whatever "next available" appointment is offered to me is ALWAYS more than 7 days away and is NEVER changed by the "specialist." The two "specialists" I spoke with after my "no show" appointments even claimed they had no supervisor, when I asked to speak to one. (Does the CEO of Sears realize that "Bryce" and "Eric" apparently report to no one? If he does not know this he will soon, as I am going to send my complaint to all Sears executives (detailing all dates and "non-helping" specialists names and employee id numbers.

Here is a summary of my lack of service to-date:

FIRST CALL TO SEARS: I am told next available appointment is 9 days away

APPOINTMENT #1: The first technician couldn't find a parking spot, refused to park on the next block, and drove away, which forced me to be rescheduled and have to wait another 8 days for service.

APPOINTMENT #2: They did not have the necessary part, so I was again forced to reschedule and wait 13 days for the next appointment.

APPOINTMENT #3 No show. I called Customer Service and was forced to reschedule, next available appt is 8 days later. Even though it is Sears fault that the technician did not show.

APPOINTMENT #4 No-show AGAIN. I called Customer Service and AGAIN was forced to reschedule, next available appt is 8 days latereven though (AGAIN) it is Sears' fault that the technician did not show.

I have two small children with no clean underwear or towels right now because Sears technicians did not follow through and/or show up when they said they would. I took time off from work to wait for these technicians four times (4 hour chucks were REQUIRED each time).I told the "specialists" all of this. I also suggested that Sears cover the cost for paying a technician's OVERTIME at this point to fix this issue since we have been inconvenienced for too long. The specialists who report to no one --said that is not possible. I lost money staying home to wait for no one yet Sears refuses to pay a technician an extra $100 in overtime to fix my dryer and satisfy a customer they have put through the ringer? Instead of losing $100 Sears has lost me as a customer for life. We are buying a new home soon, and a whole new set of appliances. None of these will be bought at Sears. What a shame they couldn't prevent this I gave them MULTIPLE opportunities.

Next step, they sent in a local contractor (not a Sears Employee) to assess the job. He said that it wouldn't work and I would be unhappy with the results because the cold air wouldn't be blown up to the bedrooms (Custom Split Level Home with 4 floors instead of the usual 3).

Installation took the better part of a day. I added a dehumidifier which was installed and they also installed a separate Condensation Evaporator unit.

In comes the electrician to run wiring to the unit and the compressor from the fuse box. All is well and working well on Thursday in time for my company from South Carolina to visit during the Memorial Day weekend. Thursday night sleeping was terrible...it was hot. I checked the unit and it wasn't working and THE breaker in the fuse box was tripped. I called Sears on Friday morning and they sent the installation contractor back on Friday morning. He checked out the system and said that everything was working well-off he goes. Friday late morning, My wife and I and the guests went visiting (left the AIR on) and came back about 6:30 pm the house was a sauna because we closed all of the windows. TRIED EVERY NUMBER I WAS GIVEN FOR SEARS HOME IMPROVEMENT, LEFT MESSAGES EVERYWHERE BUT COULD NOT GET TO SPEAK WITH ONE PERSON, EVEN TRIED ALL NUMBERS AGAIN ON SATURDAY...NOTHING. My wife was so frustrated she left NASTY messages on all the phone number Sears gave us....NOTHING. WE WERE STUCK WITH A CENTRAL AIR SYSTEM THAT DIDN'T WORK ON THE HOTTEST WEEKEND THIS YEAR. EVEN WITH ALLL THE WINDOWS OPEN IT STILL WAS 85 DEGREES IN THE HOUSE.

Memorial Weekend was ruined due to the heat because Sears has no emergency weekend telephone numbers. Adding Insult to Injury: Contractor came on Tuesday afternoon (after the Holiday Weekend was over) and replaced the Condensation Evaporator unit which he thought was the problem. Unit worked fine for about 2 hours and then no cold air again. My wife went down to do laundry and found the basement floor full of water (Lot of damage to miscellaneous items stored because we we're still moving in and the inside of the house was being painted). It seems that the Condensation Evaporator unit was leaking water all over the basement, after the clean up and throwing out of the damaged stuff my wife put a pail underneath the CE unit.

Contractor is back (scratching his head) everything checks out. Long story longer, Electrician was supposed to run a hardwired line to the CE unit but instead plugged it into one of the receptacles in the basement. This receptacle worked when you turned on the basement light but didn't work when it was turned off...How stupid is that NOT TO CHECK EVERYTHING. This whole process was a comedy of errors and omissions. FACT STILL REMAINS, SEARS HOME IMPROVEMENT COMPANY IS NOT GOOD AND IF YOU NEED THEM OVER A WEEKEND FORGET IT....DON'T GIVE THEM THE JOB.

Author Update 1: Seras has a Social Media Department that monitor's all pn line complaints (go figure). They offered me a $100.00 Sears gift card to go away and stop my Internet attack.

Author Update 2: Had the town inspector's come in and building inspection passed; Plumbing inspection passed; ELECTRICAL INSPECTION FAILED FOR NOT 1 VIOLATION BUT 3.

I sent another and someone called Ms Liz replied saying I chose a popular item, it could have been on another shopper's basket. I find this very ridiculous. The website identifies I live in the Netherlands, it saves items for 30 days on my basket, it automatically tells you when item is no longer in stock or can't be shipped.

I have sent five different mails asking for the missing item to be shipped or my money returned. I received another mail saying it has been sent to the right department. It's three days now and the right department is still yet to contact me.

How difficult is it to find a missing item that has a code? I have visited their site keyed in the code and the shoe is still available on that site in my size. I think they have been doing this to all their international buyers. It's very shameful!

Sears and their extended warranty needs to be investigated. This is not the way service plans should work, especially when food is involved.

William stated the work should begin by Tuesday 6-21-11. He stated I would also receive a $800.00 rebate check at the end of the job to be used any way I wanted. At this time we made finance plans and I gave him a check for $6000.00 which was over half the total cost of the job. On or about 6-17-11 Don ** left me a message stating his crew was finishing up a job and would it be OK to start work on my house beginning on 6-23-11. I called him back and left a message stating this would be OK. On 6-23-11, two men showed up at my home and stated they needed to take some measurements before they could start to work.

After about 30 minutes, I checked on them and was told this job would take about 5-7 days. I explained to them this was OK with me that I was retired and not in a hurry. They left without any further conversation. Several days went by and I had not heard from anyone with Sears. I called Don ** four or five times and left messages for him to call me. He never called. I called his sup., Mr. D, and left a message. He never returned my call. I called William and stated to him I was getting pretty upset over no one returning my calls and if there was any problems. He stated there where some "slight problems" that was his fault and he would have them resolved and get the work started soon.

On 6-30-11, I received a call from a Sears rep. (unable to remember his name-**) and was told Sears was negating my contract due to they underestimated the cost of the job. I did become very upset and was told that there was nothing I could do about it because there was a clause or something on the back of the contract stating Sears could void the contract even if they had made the mistake. I told the caller I would consult with someone and he said I could get a lawyer, but it would not do any good. I terminated the call at this time.

I was willing to pay Sears twice what my other two estimates were to have a company like Sears to do the work and now I'm finding out what kind of company Sears is really like. I wish I had rights as a customer to have Sears make good on a contract I signed in good faith, but it appears that companies like Sears could care less about their customers.

In the nearly 2 months since, I have visited the store several times and left over half a dozen messages for the manager. In frustration, I visited the store again 2 weeks ago (mid-June). At that time, the manager apologized and told me that a claim had been filed on my behalf and gave me confirmation of the “person handling my claim”.

Imagine my surprise today when I called the claim number only to find that it was a call center. After much time on hold, the representative finally told me that there was no claim. I called the store again and the manager, Tim was extremely rude. He said that he would call me back, which again did not happen.

I just bought a house and was in the process of updating a lot of things, including installing a central air system – the house had none, but had a forced hot-air furnace with duct work in place. I interviewed 3 contractor companies for installing a central air system to my forced hot-air furnace. Sears was the most competitive so I signed with them. Next step, they sent in a local contractor (not a Sears employee) to assess the job. He said that it wouldn't work and I would be unhappy with the results because the cold air wouldn't be blown up to the bedrooms (custom split level home with 4 floors instead of the usual 3).

Sears sent the sales people back in. They tested my system and said that I had a 2-speed blower on the furnace and that it should work. I demanded that the local contractor come back to assure me as to what the salesman said was true. The said contractor tested the 2-speed blower in my system and said that it still wouldn't work. I asked, “What about a booster motor that could be put on the 2 vents that were the problem (one vent already had one that didn't work, thus the recommendation on my part)? He said that it would work so we scheduled when the job was to start.

Installation took the better part of the day. I added a dehumidifier, which was installed and they also installed a separate condensation evaporator unit. In comes the electrician to run wiring to the unit and the compressor from the fuse box. All is well and working well on Thursday, in time for my company from South Carolina to visit during the Memorial Day weekend.

On Thursday night, sleeping was terrible. It was hot. I checked the unit and it wasn't working and the breaker in the fuse box was tripped. I called Sears on Friday morning and they sent the installation contractor back that same morning. He checked out the system and said that everything was working well. Off he goes.

Late Friday morning, my wife and I, together with the guests went visiting (left the air on) and came back about 6:30 pm. The house was a sauna because we closed all of the windows. I tried every number I was given for Sears Home Improvement, left messages everywhere but could not get to speak with one person. I even tried all numbers again on Saturday. Nothing! My wife was so frustrated; she left nasty messages on all the phone numbers Sears gave us. Nothing! We were stuck with a central air system that didn't work on the hottest weekend this year. Even with all the windows open, it still was 85 degrees in the house. Memorial weekend was ruined due to the heat because Sears has no emergency weekend telephone numbers.

Adding insult to injury, a contractor came on Tuesday afternoon (after the holiday weekend was over) and replaced the condensation evaporator unit which he thought was the problem. The unit worked fine for about 2 hours and then no cold air again. My wife went down to do laundry and found the basement floor full of water (and a lot of damage to miscellaneous items stored because we were still moving in and the inside of the house was being painted). It seems that the condensation evaporator unit was leaking water all over the basement. After the clean up and throwing out of the damaged stuff, my wife put a pail underneath the CE unit.

The contractor is back (scratching his head) since everything checks out. Long story longer, the electrician was supposed to run a hardwired line to the CE unit but instead plugged it into one of the receptacles in the basement. This receptacle worked when you turned on the basement light but didn't work when it was turned off. How stupid it was not to check everything. This whole process was a comedy of errors and omissions. The fact still remains; Sears Home Improvement Company is not good. If you need them over a weekend, forget it. Don't give them the job.

Update (6/29/2011), Sears Laugh for the Day: I spoke with the Social Media Department and they offered me a $100 Sears Gift Card. What a joke!

I refused to pay him or allow him to leave until I spoke to someone at Sears and questioned everything. It took more that an hour with multiple transfers and hang ups before it was confirmed that the part was indeed under warranty but that I could not have it installed for another week. I was going to be without hot water for over two weeks. I explained that this was unacceptable but no one was able to help me. All I was told was that I was an emergency but I would still take another week. I gave the serviceman a personal check for the visit and put a hold on it as soon as he left because it was truly subpar service. This man was trying to collect almost three hundred dollars from me for parts, labor and a service visit when he was clearly incorrect and later told me he just didn't check his computer screen correctly.

I did all of the work to get the part, settle the warranty issues and set up the service appointment. Which I later cancelled and had a private contractor handle the issue for me. I will never buy another Sears product again, sadly, because the products are fine but the service is terrible. I was treated very poorly and the time and phone calls it takes to get something done is ridiculous. I have told everyone that I know to never buy at Sears again because of how poor the service is handled. I am being called daily by a collection agency in regards to the check in which I put a stop payment on. Sears is trying to collect the money which I did all the work for and I refuse to pay it. I also had to pay a private contractor to replace the part for the hot water heater that I had to order myself from Sears after insisting that it was under warranty with the serviceman.

I telephoned Sears immediately and was told that they would send a senior technician on 6/20 between 1 - 5 PM. On 6/20, I took off work (because the Chicago forecast promised hot, muggy, and humid weather) and waited on Sears to come that day. When I had heard nothing at 3:00, I called the 4-MY-HOME number and was told that I was definitely on the technician's list.

I called again at 4:45, indicating that I had heard nothing and was told again that I was definitely on the list, but that the technician had been delayed on a prior call but would definitely call me when he was done and let me know that he was on his way. At 7:10, I called again and was told that I was on the list but, "let me check.'" That representative came back with a bucket of "I am sorry" and "I am sorry to have to tell you" lines and informed me that the technician would be going home as it was late and she would be happy to reschedule my appointment--as if she was doing me a favor.

Unbelievable! I did reschedule since I don't think I have a lot of options here. I already paid for the Saturday visit and this one was within the 90 days warranty period; but, the customer service sucks at Sears. Their lack of regard for the fact that people have to take time off and work and wait-out that 4-hour window is bad enough.

But when the customer has to keep calling to get to the truth, that is the worst. No one had the decency to tell me before 7:00 PM that I was not going to be getting the promised service. I asked to speak to someone in charge to lodge a complaint; and the woman put me on hold. I was on hold for 24 minutes before I finally hung up. Now, I have to suffer through at least 8 more days of hot, humid weather before I can be comfortable in my own home. That really sucks!

Recently, the clips that hold the touch bars that you press to open the garage door on one of the wall units broke and you can no longer open the door from the wall mounted unit. The only way you can open the door is with the remote control in my vehicle. The touch bar on one of the other units is starting to wear out and it is difficult to activate the door opener because the posts on the back of the opener have worn and are no longer long enough to make contact with the actuator buttons on the printed circuit board.

On June 14, 2011, I placed an order with the parts department with the part number and placed an order for two replacements. I paid via debit card for the two replacement parts and shipping. On June 16, I noted that money had been deposited into my bank account. When I called my bank to investigate, I was told that the money was sent to my account by Sears. I call Sears at 18004 my home and was informed that the money was returned because the part was no longer available. I then asked to speak with Customer Service, who after holding for 23 minutes transferred me to Customer Solutions. Customer Solutions informed me that I would have to speak with the manufacturer and provided a telephone number to call. I called the number provided and was informed that I had reached Chamberlain Service Department, and they could not help me because they only work with distributors.

I telephoned Sears again. This time, I was informed that since the part was no longer available, there was nothing they could do. They suggested that I purchase replacement control units. I informed them that after reviewing the warranty, it appeared to be Sears’s responsibility to replace the parts under the warranty. The Customer Solutions representative informed me that since the replacement part was no longer available, the warranty no longer applied. I was told that manufacturers could not afford to maintain stocks of replacement parts forever. I responded that I would agree if it were a product that I had purchased 5 or 10 years ago. I am not buying that response for an item I purchased just 21 months ago. The agent informed me without any apology that there was nothing they could do in this instance.

If the replacement part is no longer available, I would expect Sears to honor the warranty and provide a compatible replacement control unit under the warranty at no cost to me. This is now the fifth time I have had an issue with Sears products and service. The Sears name used to stand for reliability and service. Sadly, I have come to discover that these are no longer available at Sears. Their warranties aren't worth the paper they are written on.

Also, they left panels not screwed back on and a mess all over the job. Terrible service! The main thing is that this manager of this Pittsburgh office lies to you and won't call you back. This is a continual nightmare. The office continues to not take our calls.

The tech set up the appointment day. I had phone calls reminding me he would be coming before noon. When 1:00 had passed, I called Sears to get an update. The person on the phone said he had just talked to the tech. and he would be here in an hour. At 3, when no one showed, I assumed they wouldn't be coming, but I called again. I have call waiting, when I was on the phone with Sears, telling me I hadn't made an appointment, Sears was on my other line, leaving a message stating they wouldn't be there that afternoon, because of the back load. The tech showed up a week later, I mentioned this to him.

He told me his truck had broke down, that it was in the shop that whole day. There was no way he or anyone could have made it to my home. This tells me Sears not only won't honor their warranties, but they have staff that lie to you. I trust what the tech has said, he has been up front the whole time dealing with him. Sears contract also states the lemon law is an appliance that breaks down 4 times in one year. That last time made it the 4th time. I talked to them about replacing the appliance. There was no way they were going to do that. The only way I can get this replaced is for the refrigerator to break before.

You will find the email they sent on June 4, 2011 below:

The item(s) ordered on 05/25/2011 for order # ** is (are) discontinued. There is no authorized substitution for the item(s) at this time. A credit will be issued in the original form of payment for the part, plus any applicable tax. Applicable shipping charges will also be refunded and will appear as a separate credit if the original payment method was by credit card. We apologize for any inconvenience.

When I contacted Sears on what had happened, they stated to bring the unit to the nearest store where they would determine what would be the next step. When I got there, I was told that the mower would be sent to the repair center since it was more than 30 days since I purchased the mower (yeah, it was 34 days) where they would determine who was at fault. If it was my fault, they would not honor any warranty and I would be out $159. If it was a manufacturer's defect, then they would repair the unit, and that it normally took 2 weeks for the repair. I told them I needed a lawn mower now and that since it was only 34 days, could they not replace the unit since it was a Craftsman, which used to mean quality. They got the Saturday operations manager involved who stated that this looked like customer abuse and that the warranty repair would be void and too bad for me.

I then contacted the 800 Sears national customer service center and was given more of a runaround that ended up with an offer of $50 off a new lawn mower purchase, which meant that I would only be out $109.

My wife and I have owned a business for over 25 years and we understand warranty policies, but we also understand customer relations. Obviously, a $159 sale for Sears is more important than keeping a customer. My wife and I had purchased in excess of $2,000 for 4 appliances in the past 18 months from Sears and are in the market for a new washer and dryer. Guess where we are not going to shop for those 2 items?!

When technician came over, his computer showed $163. Also in his computer, the part showed $59 even though it cost only $43. However, if I had waited and used gas company, my charges would be under $100 total. When I complained to the technician about the price, he said that he had no control and if I want to cancel his service and go other route, he still would have to charge me $70 travel charge.

In every way, we are getting scammed; over phone one price and when they come over another.

I have every receipt they required except that I cut off the law tag on the mattress but not on the box spring. I have the green tag that Sears puts on the mattress. Sears states my warranty is void because I do not have the law tag on the mattress. They have also asked me to photograph the bulge and measure it. To photograph the frame means lifting the mattress and box spring. Which means with my bad back I could injure myself. Plus they will charge me a $70.00 fee for pick of the defective mattress.

This is a defect in the mattress. Why should I have to go through all this? I thought by shopping at Sears and buying a Sterns and Foster I would avoid problems. I am putting in a complaint about Sears and Sterns & Foster for not helping me in the matter.

I plan to write their corporate office but, in reading other consumers complaints it looks like they do not answer customer’s letter. I will go to my TV station called Eight on Your Side, Better Business Bureau. I will continue to do all I can to get satisfaction. Please help. I hope other consumers will read this before purchasing a Sterns and Foster and going to Sears.

“That is fine”, I replied. I asked if I could exchange for the exact same pair that I had bought because one earring had a defective clap. She then replied with an attitude and said, “No”. It was because she said how she would know if these were not stolen. Who says that to a customer? I then said that I would like to speak with the manager. She said the manager wasn’t there, so I asked for the manager’s name. She told me the manager’s name, and I asked if she could write it down. She said, “No. If you want it, you can write it down.” I said, “That’s fine Jennifer.

You better hope I don’t find my receipt and it has a survey on it because I will be filling one out. Jennifer then replied with, "Good, have at it.” I then grabbed my earrings back from the counter and walked away. I was so upset about the way I was treated that I was shaking. Who does that? I have never been treated with such bad customer service in my life. I have been shopping at Sears for over twenty years and I was treated that way. One thing about Sears is its hard enough to find a cash wrap, but to find one and be treated like that is very unprofessional.

This is unfair business practices and the stealing of good, hard-earned money, if for a short time, is not acceptable in this day and age. This is fraud. It's a scam. They take people's money to clear payroll, wait 3 weeks, then pay back the money when they got more ** to put up their money. Sears had such a great name back in the day. Now, they are merely a shell of themselves struggling in a world they know nothing about.

The 18-volt batteries are holding no charge and when I tried to get them replaced, the website set-up for this through WORX said I was eligible to receive two new batteries free of charge. I put the serial numbers in as directed when I tried to order them. I went to my e-mail as directed to get the coupon code, which they said I would need when sent. Then, you just enter the coupon code and hit submit. I did all that and the system kicked me back to the WORX home page to begin again. Then, the battery page said I was not eligible because the serial numbers had already been used. I was supposed to get a confirmation of the new batteries sent to me, but never got it.

Customer service does not answer my call. I called the parts’ line and they answered and said it was not their problem. They just gave me the run-around and told me to call the consumer line again. There’s still no answer. I e-mailed them and it says they would respond within 24 hours. Two days have gone by and they will not answer. Nor have I received a response to the e-mail. Worst customer service I have ever seen. Sears, who sold them through their website, says that since I did not purchase the Extended Warranty through them, then it is an issue with WORX Company. They would not help by calling WORX either. Both companies play the game of it’s-the-other-guys-responsibility. No customer service help there either.

I am out approximately $500.00 dollars for this set of tools and cannot get them fixed. I will now have to buy new equipment to get me though this season. That will cost me approximately another $500 or more to replace each piece. Not to mention the customer abuse I am being subjected to by this response from both WORX and Sears. I feel I just want consumers to be aware of this issue and the poor products and product support.

I placed the order paying an additional $8.98 for expedited shipping, expecting the part to be delivered March 31. I understand the delivery date was estimated but when I contacted the vendor via online chat on Friday, April 1, regarding the order, I was told that the part had not even shipped until March 30 and that delivery would be 2-3 business days after shipping. I don't know if there is a standard definition of expedited, but I don't recall ever before ordering something online and paying for expedited shipping and waiting for more than two days for the item to arrive at my door.

I contacted the vendor again on Tuesday, April 5, after the item had still not arrived. I was refunded the difference requested but I still think that the delivery dates shown online create false expectations. Had the vendor used a delivery window instead of a single date, I would most likely have made a different decision regarding shipping at the time of purchase. I would like to have some pressure put on this vendor to change this (currently misleading) sales practice.

By the way this part could easily have been shipped in two days via USPS in their flat-rate box for $4.95 for what its worth. Thank you for your kind attention.

Sear's Delivery are to preform the below services on the wash they delivered. They did not honor the delivery service. The drain line was not connected I was told I had to do that part. The machine was not checked to see if it was level. I am not sure if they even had a level in the truck. They short cycle test was not preformed to check for leaks, with all the water on the floor who could tell what was leaking.

The whole incident was the worst experience of my life. It was a bad day and my self-esteem felt destroyed. I have lost trust in mankind and will have to shop where I am treated with dignity. The store is located at 7171 N. Davis Hwy. at University Mall in Pensacola, Florida. I thank you for your time and concern.

Four months later, the online rebate center said my application was still in process. When I called, they said that my application was already denied because any sales item did not qualify. I went on to the online rebate center to look up the rebate and sure enough, when the other rebates were still on record, the free delivery rebate was gone. If you go online now to Sears.com, they no longer do the free delivery rebate, as they will give you instant rebate because they know that people caught on to their fraudulent advertisement and rebate scams.

At this point in time, once again, we were assured that there was no charge; however, someone was charging my Sears card, unbeknownst to me. The technician could not, did not, and could not fix the machine, and in reality, ruined the same. He came back a third and final time, but called my home, asking to come and pick him up because he was lost in the mountains and could not find our house, though he had been here twice before. Okay, I went to get the man. He finally came to my house, our house, and informed my husband that he could not fix the treadmill, took all the parts back with him, left the treadmill in a non-working manner, swore no charges would incur, and deleted our account number. This is not what happened and the treadmill was trashed to the tune of $850.00.

The company billed me without my knowledge on my Sears account. It went into collections I called numerous times and was informed that I would receive a credit of the full $300.00. The worst part was that I never knew what was going on behind the scenes. They stole my money, infused lies on the computer, billed me fraudulently, and I lost my expensive treadmill.

I got backache for the first time in my life. I called Sears customers service (most ill-mannered service reps). They just don't abuse you. They say everything just to force you to end up the call. Anyways, according to their report, the mattress doesn't have 2 inch depression so they can't do anything. Can you beat that? I am having back pain because of the mattress and any blind person can tell you that mattress is sagging and bulging and has dents on both sides of the mattress. I mean that's a limit. Then they simply refuse to change or repair the mattress no matter how bad backache I have! My wife has stopped sleeping on that bed and sleep on 2 inch mattress on floor because of the pain. That's so outrageous. I belong to India (a third world developing country) but sorry to say even that doesn't happen there. There is no honesty in Sears people. They are simply robbers and liars. Never purchase anything from them

For instance, I was told they would credit me with the amount I had paid rather than giving me an equal replacement. I had purchased a floor model at a steep discount so this would have been a big loss for me. I also tried contacting "Sears Cares" where they acted as though they were doing me a favor by adding $100 to the amount I paid. I refused because I didn't want a "favor." I just wanted them to carry out the words written in the agreement. I next filed an online claim with the Better Business Bureau in Chicago. The results were immediate. I was contacted within 3 days by a dedicated employee at Sears corporate headquarters who offered me a credit which was more than fair and apologized for the poorly trained employees I had previously dealt with. My advice: Don't waste time complaining. Be aware of your rights. Insist on them and if you don't get what you're entitled to, go directly to the Better Business Bureau with all the facts. Sears is extremely responsive to the pressure from the BBB.

I called Customer Service for two reasons: First, the icemaker still did not operate properly, and secondly, to ask what the hourly labor charge was. I was told that there is no hourly charge but rather a code is used based on the type of work to be done. I was never given an estimate of what the charge would be even though the technician knew before beginning work what it would be.

Unsuspecting customers throughout the United States are suffering the consequences of unfair trade practices. I lost $144.90 plus the $70.00 "appointment fee" as a result of Sears' policies and still do not have an ice dispenser that is operating properly.

I went to Sears and picked out another brand (Whirlpool) and set delivery for 8 days later, on a Friday afternoon. (I had gone to Best Buy to buy this, but they didn't have any in stock.) I received a call on Monday that my unit would be delivered on Friday. On Thursday evening, I received another call that my unit would be delivered between 9:15 and 11:15 AM. When told I had been promised by Exchange Service personnel that a PM delivery would be available, my records were pulled up and the Sears rep told me that while there was a comment on my record that said a PM delivery, that didn't work for them based on where I lived and where the warehouse was. (First delivery was in the afternoon.)

On Friday morning at 7:40, I received a call from Sears that they didn't have a unit to deliver to me. Their excuse was that the vendor was late delivering to them. This at the least is the worst customer service experience I have ever had. I don't know how this is not a fraudulent practice. They have my money; I have a broken unit and broken promises. I was never told it was not available and was actually thinking it was in stock. I will never do business with Sears again.

Since September 2010, this same dryer continues to leak gas. In December I called Sears again to fix the leaking gas, a technician finally came out in January and ordered yet another replacement gas valve. That valve was installed on January 26. Less than 2 weeks later on February 6, more gas emitted from the dryer. I complained to customer solutions who luckily gave me an emergency appointment so I wouldn't have to wait yet another 2-3 weeks for a technician. Well, that technician came a week later and ordered not only a 3rd gas valve, but this time a replacement sensor and igniter. He put the order on an emergency status and the parts arrived 3 days later. I had an appointment on the next Saturday for the parts to be installed. My appointment was from 8am-12noon. That technician didn't arrive until 2pm and when he realized he needed another technician to help him, he said he'd come back at 4pm. I had his number and called him at 4:30pm and he promised he'd come back by 5pm. By 6pm, he called me to say he couldn't come back anymore. I literally wasted the whole day waiting for him for nothing.

Furious, I called customer solutions and complained. The representative I spoke with was incredibly rude and instead of trying to help, hung up on me. I called customer solutions again, tried to trace the last representative I spoke with to make a complaint, but she was unable to. The next representative was at least helpful and scheduled an emergency appointment for the parts to be installed today, February 17. Well, that technician at least did arrive within the scheduled time slot, but still has not fixed the dryer. Instead, he has ordered yet another part. Completely disgusted and frustrated, I called customer solutions to see if they could really find a solution once and for all for this dryer which really for me, has come down to replacing it entirely.

The representative and the manager said there was nothing they could do. I asked to speak with their supervisor, but apparently, the supervisors in customer solutions do not speak with customers. I will never, ever, ever buy anything from Sears again. They have not only the worst customer service, but they employ technicians who don't know what they're doing and instead of fixing the problem, just keep ordering parts, or spend their time talking on the phone with somebody for advice. Save yourself a lot of unnecessary, time, money and grief and stay as far away as possible from Sears! I will never go back. They really are the worst!

On Monday, I called Sears by phone and scheduled an appointment from Tuesday, February 15th at 1:00 pm until 5:00 pm. Around 2:15, I called Sears because I had not heard from anyone from their office. I was then told my appointment was scheduled for Thursday, the 17th. This is clearly an operator error, unfortunately, my husband took the day off from work and it has cost us $100.00. This is a huge economic burden for us. We are very dissatisfied with Sears' lack of care in scheduling our appointment

I'd like to take this TV and throw it through their window. I hate Sears! I hated them for product issues before my husband made the solitary decision to buy from them. They tell us they won't replace it until they have fixed it 4 freaking times! So, today we are still without a TV as they have taken it back again. I could scream. Thanks.

I feel that I'm pretty much stuck with a unit that I did not necessarily need. I have requested a copy of the original worksheet with each job price and I received a worksheet only. I spoke with a Mr. ** several months ago who was willing to take the duct/vent job and return space job from my bill. But have not been able to make contact with him since.

The item was delivered to me so I thought I was helping by returning it myself. Nowhere on the receipt tells me to return it anywhere special. I left it at the store in Duluth. Now they won’t issue a refund unless I take it to Marietta. Again, I did not pick it up. Sears was a decent store till K-mart bought them. I won’t set foot in a Kmart because they're nasty. I will never buy at Sears again no matter how this turns out.

I called and was told by a representative that the delivery would not occur because the warehouse did not have the item. I was quite upset since the tenant is in dire need of the stove. I paid for someone to disconnect the old stove and delivery was confirmed the night before. The rep apologized but said there was nothing she could do and that the stove could be delivered the following Sunday, 1/23/11. I asked to speak to a supervisor or manager but was told that there were none available. When I stated that I wanted to cancel my order, I was told that it would take 7-10 business days to get my money back.

Unfortunately, I decided to give Sears another chance. The delivery was confirmed again. I received a call on the night of 1/22/11 confirming delivery for 1/23 between the hours of 7:15 am and 9:15 am. I again paid to have the existing stove disconnected (the tenants had been able to use the top of the old stove but not the oven). On the morning of 1/23/11, I waited at the property for two hours. At 9:00 am, I telephoned Sears and was told that no, the stove had not yet arrived at the warehouse. Therefore, again there would be no delivery. I could try again for next Sunday! They didn't even have the decency to call me this time and let me know. I demanded my money back and canceled the order.

Sears.com deducted shipping and handling fees from the refund, although UPS confirmed that the package was never actually picked up for delivery.

Later that evening, there was gas leaking throughout the house and we had to call Washington Gas again. With his meter, he went towards the oven and it started beeping loudly. He was so concerned for us that he stayed with us for a little while and made us open all the doors and windows. He even put a dangerous and hazard sign on the oven. He then asked us why the technician had not shut off or pulled the plug on the gas that was underneath the oven. We didn't know that was there.

Apparently, the technician almost killed myself, my mother, and my two cats. He allowed the gas to leak throughout the house. We called the corporate office and they told me that they didn't feel that we should be refunded our money because of the inept service. But we received false and misleading service. This technician obviously didn't know what he was doing and we could have died that day. We became ill because of the gas fumes as well. I am seeking a refund for the service that we got because it was unacceptable.

I returned home and called ** to order the items over the phone. I was told that Sears did in fact misprint the dates online and that the company does not honor online price errors, only print errors (Crystal ** - Manager ID# **) as stated in Sears.com terms of service. After completing my call with Sears, I remembered that the print ad also contained the error. I called back ** to point out this error and resolve the matter. The representative I spoke with (Ariana ID# **) explained that Sears would not honor the dates printed in the flyer or online. I never received an apology or an offer for another sale. There is no statement or disclaimer on the flyer stating that Sears does not honor mistakes or price errors. The only statements on the website refer to purchases made at Sears.com. Therefore, I believe this is false advertising.

Now, the tool is useless. Sears tool salesperson had no explanation other than have the batteries repaired at Batteries Plus in Tyler. I went there and they would charge $47 for each battery when I only paid $27 for a new one at Sears. I am disgusted with Sears Craftsman line and will no longer deal with them. I guess they will not care less.

I went to the cashier, who said no managers were working to handle it. So after a 1/2 hour or more of my wasted time, I left to go get another ck and went to my bank for cash. Keep in mind I have been writing cks from this account since 1994 and never bounced a ck or had a problem

#6 New part ordered and arrived but no one returns my calls about installing new part.

We go back to work on Monday, Jan 3rd and will not take any more days off from work. Mary Jo has been home for 2 weeks on school break, we've both taken days off from work prior to her school vacation and we still do not have a washer. Nov. 28, 2010 Sunday (of Thanksgiving weekend).

Washer did not work. Trouble-shooting over phone with Sears service people did not work. They made an appointment for Thursday, Dec. 2, between 1:00-5:00 for a service person to come out Dec. 2, 2010 Thursday.

Steve took a vacation day from work to stay home for the repair. He received a phone call at 4:00 saying no one would be able to be here that day. Rescheduled for Monday, Dec. 6, between 8:00 and 10:00 a.m. Steve had to argue with a superior to get that window of time as opposed to 8:00 and noon. Dec. 6, 2010, Monday.

Repairman came (Randy) and said a new computer part needed to be ordered and would be shipped to our home. Rescheduled an appointment for the next Monday, a week later. Dec. 13, 2010, Monday.

Mary Jo stayed home to wait for repairman. Appointment was for between 8:00 and noon and the repairman (Adam) arrived at 3:00 and worked until 5:00. He said he needed to order a new computer part as opposed to the rebuilt one they sent. The one sent to our home did not work. He said his boss was ordering a new part for us and was sending it overnight. Andy said he would return on Saturday morning to install the new part. He was scheduled to work that Saturday (Dec. 18th) and would make sure he came by to do the work. We were to call him if we did hear from him by 10:00 am on Saturday. December 18, 2010 Saturday.

We are now three weeks without a washer after having house guests for Thanksgiving weekend. Our house guests used three different bedrooms and three sets of sheets not to mention the necessary bath towels. In five more days, I am expecting another set of guests for the Christmas holidays. Of course, we did not hear from anyone by 10:00a.m. on Saturday so, we called Adam, the previous repairman. After a short conversation on the phone about the package we received in the mail from Sears, Adam told us that Sears sent us the wrong part. It was a Motor-Drive, totally useless. Adam advised us to call a Sears customer service number. Steve spoke with Denise at **.

Adam also spoke with Denise. Denise responded that we would get a code number within 72 hours enabling us to buy a new washer. The number, she explained, would give a store credit equal to the original purchase price of the washer. She cancelled the service call (which has been transferred to another repairman, Frank). She also cancelled Frank's order for a new CPU. Saturday night, we went to look at washers at a local Sears store. The salesman looked online and could not find a model like ours, even though we made our purchase only 18 months before. None of the models on the floor had the same look as ours.

Appearance was important because we had purchased a matching set for our first-floor laundry room. The salesman was sympathetic. He said that we should have a matching washer and dryer. He also said we should have had a loaner washer. December 20, Monday.

Mary Jo spoke with Denise(customer service) and said we needed to have our washer repaired since the model we purchased was no longer available. Denise would not agree to replace both the washer and dryer so that we would have a matching set. She ordered the part and set up an appointment for Wednesday, Dec. 29.December 29 Wednesday (Entering fifth week with no washer. )

Repairman came, but part (supposedly over night nine days before) had not arrived. Repairman said a new CPU was not needed. He felt a different part needed to be replaced. That part was ordered and arrived early on Dec. 30. The repairman was not available on Dec. 30 or Dec. 31. Mary Jo has been home for two weeks and her time off ends Jan. 2. Steve has already taken days off from work. Still unresolved.

Don't ask you don't get. We asked and they responded as per their own policy. Recommend everyone who has a problem simply email smsupport@searshc.com. I assure you they will help and you won't be pulling your hair out after 90 minutes of frustrating phone time. As a matter of interest Brenda, we never would have known different had they not been running an ad on TV that announced there was a 30% sale on all appliances. That brought us back to the price and their Price Adjustment Policy. This is a follow up on a complaint dated December 29, 2010. After getting a hold of a decision maker, they couldn't have been better to work with.

We filed a request under that policy but today received a very unprofessional response saying, "Whoops! You're too late." Who writes such unprofessional responses? After over 90 minutes on the phone, talking to 6 different folks from Mumbai to I don't know where, I was simply told over and over that it was out of the 14-day policy. I listened to all these folks tap dance on a razor blade to the point where it was obviously a waste of my time to continue asking to speak to a decision maker. Where I come from, the sale isn't consummated until the merchandise has been delivered and signed for. That means our purchase didn't occur until December 11, 2010. That also means we are within the time limits of Sears Price Adjustment Policy.

Additionally, our cash payment wasn't debited from our account until December 11, 2010 on the very day we took delivery of the merchandise. Until then the clock should not have been ticking. At one point we were offered a 5% refund of the purchase price which we declined. Should we hear from you or anyone else at Sears with the promise to refund us the $385 we requested, then of course we would revisit our current decision to no longer frequent your store fronts. Should we never receive a response then there is simply no re-thinking to do. We have no interest in gift cards from Sears as well. We simply want Sears to do the right thing and return the difference in price between what we paid and what it was reduced to a few days later. Not too much to ask for in the world I come from and goes a long way towards customer service that up to this point has been almost nonexistent.

I called 4 different numbers trying to get a hold of someone and they kept transferring me and giving me the run around. My husband and I also purchased a refrigerator from Sears on which the condenser had to be replace after 1 year. I am very unhappy with Sears and I will not purchase another appliance from them ever again.

He then handed the phone over to me and I talked to the person on the phone and he requested that I should go to the store where I purchased the mattress and have them resubmit my order so I could get a new delivery date. He also blamed the manufacture of the mattress for this ** up and that it was not Sears' fault. I told him that this was unacceptable and that I was not going to the store to repurchase the mattress. Then he stated he would to try to resubmit the request and that it could be delivered on either January 8 or 9th.

I told him that this was unacceptable and told him I needed to talk to the manager. I waited on the phone while he located the warehouse manager. After several minutes I finally was able to speak with the warehouse manager. I then explained the situation to her and she quickly blamed the manufacture and would not even look into seeing if the mattress was actually there. She told me that the next possible date for delivery was January 8th.

I was not happy with her response and was not apologetic for the lack of service I had received. Instead she seemed to make the situation worse than it had become. I told her my next step was to contact the store manager. At this time the delivery guys needed to get going so they took my old mattresses and left me the new box spring. I was very hesitant in allowing them to do this but, I had hope this situation would be resolved quickly. I then had someone from the complaint department call an hour after the delivery guys had left. His name was Miles. I explained the situation to him and he told me he would call me back and that he would look into this matter for me.

He did call me back and said he was able to locate the mattress and that I would be getting my mattress the following day, which would be Sunday, December 19th. He told me that I would be getting an automated phone call confirming my appointment sometime after 6 p.m. At 6:13 p.m. I did receive the automated phone call. On Sunday, December 19th, I anxiously waited for the mattress to be delivered. It was supposed to be delivered from 10 a.m. to 12 p.m. At 12:20 I called and I was informed it had been rescheduled for December 22nd. Well needless to say, no one can help me with this. I called the stored manager and she was not helpful at all. Everyone wants to reschedule this delivery. I just need my mattress delivered today. I have wasted two entire days and still have nothing to show for it.

I will never buy from Sears again. That I know is certain. At this point I just want my money back. I have guests coming for Christmas and no mattresses.

Entering the shipping number into UPS' tracking site shows an invalid number, despite the order summary page on Sears.com being a link to UPS site to enter the number. When contacting Sears e-commerce support today, I was informed that I would have to contact the third party myself to learn about my order. I informed a supervisor that since all evidence throughout the ordering process up to and including the confirmation showed that I was purchasing from Sears, and that my Visa had been charged on 12/2 by Sears and not by Custom Music, that I held Sears responsible for investigating the order that I placed with them.

The supervisor offered to email Custom Music and that I could expect a response in "a week or two;" otherwise, I would be responsible for contacting them. I informed them that this was unacceptable since Sears was already holding my money. I was given no alternative. I believe that Sears.com is engaging in clearly deceptive practices by selling products from third party vendors, charging customers for them with payment to Sears, and attempting to absolve themselves of all responsibility in the transaction to follow up on fulfillment problems.

When I asked the supervisor how I was to know during the order process that I would need to contact a third party if there were issues with my order, I was informed that because there was a link below the product (Custom Music), with the vendor's contact information, that that should have been sufficient to inform me. I do not believe this is the case and trust that the BBB will follow up with Sears to ensure that future customers are always informed of how third party fulfillment orders will be supported. I have contacted Wachovia Visa (866-415-2029) to open dispute #** to recoup my money.

The other employee neither looked at me or the man making the comment nor proceeded back into the store. I was shocked by this comment and just thanked them and drove off. I did not speak of this to my husband because I feared there would be a confrontation. I work for a law enforcement agency with mostly men, and asked a couple of them what their thoughts were of this. They said it should be reported and this man knew exactly what he was saying, meaning a sexual comment. I have never had any employee of any business talk to me like this and expect that disciplinary action be taken against this person. I also expect a reply to this email.

I even went through their special "Sears Cares" program which was the biggest joke in the world. Gerald told me I just wanted to blame Sears for everything. Boo hoo! Buyers beware. Sears has the worst customer service, if you can even call it that, that I've ever experienced.

I would like to discuss having the interest charges removed from my bill and today I believe I finally have determined what I have to pay every month.

However, I don't feel I should pay past interest charges based on the information/miscommunication that the Sears customer representatives told me. I would appreciate a phone call to discuss.

I know that will be another two-week backup! The first guy left a work receipt for $200+ for his time; the parts I was told exceed $200. Now whenever the repair takes place, there will be another billing for them. It's now been over a month and no repair! What did I pay for? Their reply of "I'm sorry" is supposed to make all better? It's all you hear. The great news is that they will let me go out and rent a TV... all I have to do is flip the tab for this for how long?

How long would that tab be floating around before I got reimbursed? Remember it's Christmas time. It's $34 a week and it can not be wall-mounted whatsoever. I very best can see a six-week rental at $204 plus tax that I would need to put upfront! Now they have approximately $620 into this before they even come back to fix it.

New 42s are far less than that! Stop ** away everyone's money and treating your customers like crap! I feel Sears has not held up to their end of the agreement. I have been left without a TV for way too long and I can see a Christmas at my house without it...just like our Thanksgiving family party. I truly deserve better results for the warranty fee paid upfront.