Sears Reviews

However, after receiving it, it did not fit and had to be returned. I only opened the box but didn't remove it from the box. I measured the oven and realized it wouldn't fit. I returned it to the store with the intent of ordering a different oven. Upon returning it I was told that I would have to pay a 15 percent restocking fee which came to $114.00.

A restocking fee was never mentioned nor was there a sign stating such, so we were unaware of it. We are very disappointed that a company such as yours would treat any customer like this, let alone one who has dealt with you for this many years. In the future we will consider other companies before making a purchase like this. We are retired and can hardly afford to throw away $114.00 when we were not previously informed of your business practices.

The Frigidaire Refrigerator FR526KF6emb had to have 2 bottom door shelves replaced after I opened the door and they both fell out at the same time. (They had never been removed prior to this). Cost for my ordering them online approximately $60.00. Am I happy with my appliances, absolutely not. Will we buy from Sears again? Probably not.

On 11/21/10, I still had not received my refund, I called the installation department again and the rep told me that the previous customer service rep didn't submit for the refund. This rep stated he did and put a rush on it and to check back in 5 days. I did, no refund. I called back on 11/29/10 and they told me that it takes 7-10 days and I should receive the refund in a couple of days. As of today, 12/7/10 I have not been refunded. Since then I have contacted Amex and submitted a dispute on the charge.

I called the Customer Service Department today, since I was getting no where with the installation department and after being on hold for 19 minutes and explaining the issue with the Customer service rep, she places me on hold for another 7 minutes, comes back and tells me that the installation department has no record of it and that I need to call home services. I informed her that I was not about to make another call, that I wanted to speak to a supervisor. That was 37 minutes ago. I literally am on hold waiting for a supervisor as I type this.

Between the 3 calls before today and the time thus far today, I have approximately 6.5 hours of my invaluable time. I am extremely distraught, and want my $212.99 credited on my Amex. I want Sears to be held accountable and prevent someone else from going through this horrendous experience. Before I submit, as of this minute, it has been 73 minutes since I dialed Sears' customer service department.

aggravating snot, he kept saying read the fine print and I have but see no statement regarding 10 day returns if paying cash. I routinely shop at Sears and always pay cash.

The manager at the pickup store for catalog ordering and I do not get along well and I think she has complained to head office about me and now I've been branded a problem customer and is being treated as such.

hope I can get some satisfaction soon.

I was assured it was a very good boiler. The installation was to take place on October 3, 2008 but ended up being a two week ordeal with a person who did not seem to know what he was doing. I checked in on him once and told him he installed a valve the wrong way, and he disagreed, well guess what it was, and water was all over my utility room along now with all the remains from the previous boiler and his installation (Except the main part, the boiler, he even left the old expansion tank, which I later removed by myself with not much trouble at all--despite him saying it was stuck there. ) that he failed to pick up floating in it.

After leaving and making sure the boiler was working, I asked for a manual. He gave me a pile of paperwork related to everything except the boiler. He said he would look in his van one more time, and said one would be sent to me. By this time it is mid October, and this guy was was not very professional in dress, or demeanor. I asked to be shown how to relight the pilot light etc., and he said that next year when they did the service they would take care of that. Then I found out why.

He left, and my utility room still had garbage from the old boiler water everywhere, and the front the boiler was burnt from his torch, and there was a leak at the joint just above my expansion tank. We cleaned up the mess ourselves. Also he never had me sign a completion agreement. He just left. Round two: I want the leaky pipe fixed. After several phone calls in which the leak, etc. was explained to Bruce **, Tom **, Steve **, Laurie, Susan, etc. I was told the same person would come back to fix the leaky pipe, and I requested a different person. This happened sometime in December as it was not a top priority. Finally someone came, but no manual and they put a sticker over the burn on the front of the boiler, how cute.

The season ended and still no manual. I had to find one on the Internet to figure how to shut the system down. Round Three: I call to ask for regular service in September 2009. In third week of October, someone came. Person was very nice, told me to leave pilot on all summer to keep burner from rusting. Boiler works for winter season 2009. Round Four: Call for service in September 2010 early, someone comes and services, and everything checks out OK. Days later boiler fails. I call and they told me sorry I have to wait a week. No heat, and outside temps near freezing at night.

Technician comes and says he has to order parts also says it is not the boiler that failed, so I should pay. It is the overfill shut off and it had an electrical short. Huh, and the boiler does not run without it? So he says, "OK, you don't have to pay," but I will need to come back next week with parts because of no openings. Finally, boiler is working again. For a while. Round Five: Yesterday boiler again fails. Same symptoms. Call Sears, and woman on phone gives me an appointment of Friday (it is Saturday), and says I can call Monday and every day to hope for a cancellation. It is 22 degrees out. I have no heat. I told her I will call someone else, and she tells me it will void my agreement if anyone else touches it. No heat in Central New York in December? I call around and discover: Sears is known for poor installers, no names on trucks, subcontractors.

Dunkirk is one of the worse boilers sold---this model was discontinued the year I purchased it. Art said it had a 20 year warranty but failed to mention as I found out yesterday doing research that it is only for one part of the boiler.

That the original leak although very slow has continued enough to leave a rust circle on my expansion tank, which may or may not eat all the way through--future problem? No one from Sears told me to turn my thermostats off including the woman from Sears on the phone who said I don't know why your pumps are hot. She said turn off the electricity to the boiler. A real plumber (not form Sears) on the phone told me to turn off your thermostats. So, back to the boiler situation and the service agreement. I want to be compensated for the repair person who will come on Monday because he said he will have to get parts to fix it and all these places are closed on Sunday, (reason being he doesn't keep Dunkirk parts with him, and likely none of the other places in our area do as they don't carry them because they are bad reputation boilers) and the balance of the service agreement all three years.

In his opinion, I was bamboozled and ripped off. I have completely paid for this boiler, so no recourse there. I want a new expansion tank before this one fails, and the leaky pipe fixed. I wish I had a full refund for the boiler. I have been up since 3AM freezing. Plus, what if my pipes freeze and break? What about my dog and cat and children? Overall in my opinion, Sears should be ashamed of themselves as a company. Freezing in Marcellus.

If we didn't have multitudinous maintenous agreements with sears and if we did not have to schedule repairs around my handicapped husband's doctor’s appointments, maybe I wouldn't have reason to complain. But we have to go through this. We are faithful Sear's customers that are being treated like a once in a while customer. I cannot complain about the people who redid my kitchen, but your back-up maintenance plan that we pay dearly for, really sucks. You really need to rethink your policies for faithful customers. We have been faithful for years and are being treated like "step-children".

I don't understand why this is so hard, why can't I just go to the Tampa Sears service center and do this exchange of the wrong belt for this one ** that I need. So I don't have to wait 3 weeks or more for the correct one, and by the way I still don't have the lawnmower blade that order at the same time with my belt the first time! This is the second mower I have bought from Sears if I don't get good customer service I will never by from sears! This really doesn’t have to be that difficult.

Since I had invited people to Thanksgiving Dinner that day, I called and cancelled dinner, especially since I had broiled the turkey for three hours before I found out the oven element did not work. A repair person was scheduled for the following Tuesday, morning. Nothing was available earlier? I told them that the repair person should bring a control board with them since we had made sure that was the problem. I might as well as talked to myself.

The info was not passed on and the smart Aleck, the only one out of the whole bunch I talked to, also informed me the Thanksgiving was over. I told him that he evidently had no in-laws or children with them. The repairman showed up and of course did not have the control board because he did not have the info. He ordered it from our home expedited service and made a new appointment for Friday, Dec. 3. We found out tonight that the control board was either not ordered or was ordered and is back ordered and won't even be shipped until Dec. 7. I will believe it when I see it. I am not happy. I am a grandmother with four grandchildren who did not get to eat Thanksgiving with me and my husband. I can't make any cookies for them. I even mixed up a pizza for supper when I realized that I don't have an oven.

Since filters hadn't been received, called the El Cajon facility. Held for 6 minutes, only to find out that department couldn't tell me anything. Transferred, held another 8 minutes. Woman couldn't understand me. I could hardly understand her (not only a language barrier, but lots of distortion on the line; guess the rep wasn't local). The whole conversation was a frustrating comedy of errors. She put me on hold three different times, trying to find the order. At the 26th minute mark, she disconnected the call. I didn't bother to try again.

They both told the store manager that they never got a camera that the associate must have made a mistake and marked the receipt but she refused to hear anything they had to say. In front of other customers, she, as well as the LP manager, Vince, accused them of stealing the camera. They announced that they had them on video doing so. When my husband asked to see the video, they refused. So he demanded his money back.

They gave him a gift card. She then stated if he ever comes back in that store and does that again he won't get anything. Does what again? He is a senior citizen, a Sears retiree, a faithful shopper for Sears. The only thing that he can do again but probably won't is put his trust in a company that he stood by for years. He didn't want the gift card. All he wants is his money back. His respect is gone. That was embarrassing. I contacted the company's complaint center and made a report but only to find out days later that the district manager is going to stand behind the store manager and close the case.

We paid a total of 407.98 for the item and insurance. I did not add the 8 20 mile trips to and from the store hauling around a huge microwave. We just want our money back for a lemon product

My husband called to schedule the appointment and spoke with #67983. She told my husband that a tech would be here between 1:00 and 5:00 the next day. We waited until 5:15 to call to check on the situation. We were told by "Carmen" that there was not going to be a tech in our area until Dec. 8, 2010, 10 days after the call to AHS. I asked to speak to the supervisor. He told me that since this was an emergency they would send a tech the next day (Nov.30, 2010) He apologized and assured me that the tech would be here between 1:00 and 5:00.

I waited at home another day, two days off work, for the tech to come. At 1:15, Sears called to tell us that the tech was out sick and that it would be Dec. 6, 2010 before they could come.

I called Sears back to try to talk to the supervisor I had spoken to the day before, I was put on hold for about 15 minutes then transferred to American Home Shield. I will never do business with Sears again! I will post on every site possible to see to it that no one else does either. They have an A+ rating with the BBB (nothing but a sham promoted by bad businesses giving consumers a false sense of security) but judging by the number of complaints I have seen online the work is still getting out. Do not do business with Sears!

During this time, I got a Milky Way candy and I opened it and I ate the candy because I am low in sugar, and I got dizzy when I left the store. She said, “Oh, she’s got to pay for the candy.” I didn't hear her, my friend did. I left like a $50 vacuum. And she yelled to me and called my name because I forgot to pay for the $1 candy, and she tried to take my car license plate. I told her that's not nice to do this to me. She kept saying names to me, and my friend went to the store to pay for the candy. The cashier wanted to take the candy. The manager kicked her out and all her name so I called the police and told them the story about what happened because I thought she called the police on me. Like what she said, the police told me, “Don’t bother yourself, the police is not gonna bother himself for $1 candy.”

Another six weeks of unanswered calls and messages left, and a third installer shows up. He was very rude and belligerent. Enters my home (against Sears’ policy) to work on the electricity, disconnects a bunch of stuff including my doorbell, and then announces: "I can't fix this. I need to have an electrician look at it." And he disappears. Sears had told me to get three estimates for electrical repairs, but guy number 3 insisted I had to use his guy (not a Sears’ contractor! ), who showed up, fiddled with things for 4 hours, and insisted he had to put a new electrical line from my house to the garage. He added that it would involve digging up my whole garden and the new brick paver patio (which he would not restore or repair) and that he'd be back the next day with tools to start work.

He never showed up. Six more weeks of calls and complaints, and finally I get a very glib, chipper call from Jennifer in the complaint department. No employee would give them their whole name. She said, "The electrician says you refused to let him work… Anyhow, we are denying the complaint. Get your own repairs done at your own expense." This after six months of ** around.

They are crooks, plain and simple. My complaint filed there was seriously altered by subcontractors who I think were out to defraud me. They entered my home without permission, damaged the existing electrical connection, did not repair the original damage and nobody ever cleaned up the mess left by the first guy. And then they filed fraudulent reports. All I think to get out of repairing the damage they caused. Now nobody will even return my calls because "my case is closed."

The mess left by contractor number one. There’s grease on my new white garage door, nails and screws left on garage floor, parts missing, parts left uninstalled, holes drilled in newly painted garage frame, advertising stickers glued to my new garage door from subcontractors own company (not Sears), and missing garage door opener. Most importantly, he broke the electrical wires from inside the house to the garage door so that I can no longer open the door remotely. Then he pulled out the existing wiring (which they failed to repair) and left it disconnected—potentially hundreds of dollars of electrical work. He promised to fix it and promised a electrician (or cash-back to pay for it) and promised a refund. None of which happened. Worst customer service I have ever encountered. They literally do not care if I am happy or not and have told me they have no intention of fixing what their subcontractors damaged!

I asked for my money, they refused. Then they told me I had to go to the store that the purchase was intended for pick-up if I were to receive a refund on my payment. I asked to talk to a supervisor five times before being told he was busy. I left my number for a call back. That never happened. Later I went to the store to transfer my order or get a refund. They would not transfer my order and told me to receive my money back, I had to deal with the online customer service. I returned to contact customer service again that eventually told me that they would begin processing my request for part of my money to be returned in 3-5 days, but the rest they were going to keep as a service fee for the layaway that they never completed and cancelled!

This is a flaw in the assembly of the appliance and should be reported as such and repaired free of charge as it presents a danger to the consumer. When I called Sears repair service, they said it could not be repaired at no cost because I did not have an extended warranty. Then the girl gave me the toll free number of Kenmore ** but that just referred me back to Sears repair. I feel, because I tried to get it fixed when the initial warranty was in effect, they need to address the issue and repair or replace the door free of charge. I, however, have really not been able to speak to anyone but call center employees. Until the handle came completely off, I was not aware that those screws also held the layers of the oven door together. The oven door began to come apart. Luckily the oven was not on.

I get up this morning to go and purchase, and when I got there, the sales clerk working told me that today it is $79.99. I told her that I could have purchased it yesterday for $49.99, but the clerk said that the sale was for Saturday. The clerk called the manager, and all he said was I'm sorry. Well, I'm sorry too because I shop a lot with Sears, but I won't anymore. That was not right when I could have purchased it for the $49.99, because that was the price on it when I went to the store.

I went ahead and purchased it, because it is for my granddaughter. I am going to continue to look for it elsewhere, and if I find one for less money, I will bring this one back to your store. I had to make a second trip, and I got up early to make sure that I got one. The clerk told me on Black Friday that they only had 7 in stock. I was really upset over this when I left that store. I could have purchased it yesterday for $49.99, but I waited until today, so that I could save the $30.

Finally, not wanting to lose the additional $1,000 discount "offer only good tonight", we agreed and went to place a down payment with the understanding that we could cancel in 3 days for any reason. The sales associate then suggested we run out to a local grocery chain to pay with gift cards. She said, "you can save money with the grocery points you get". We asked what happens if we canceled, she assured us it was the same as putting cash down. So they stayed and waited while my wife ran to the store and returned. Two days later, we were out checking prices to compare our deal and we found the same tile at a store. It is their lowest priced tile and they recommend against it. Also, it turns out the measurements they took were off, the installation method they suggested is not recommended and the total cost was way too high.

So we called to cancel the contract and they said "sorry to hear that, no problem". Just to make sure we met the letter of the contract, I went through the proper steps of faxing them notification, etc. Three weeks went buy and no money back from Sears. We keep calling the sales associates as the office number always answer that they are closed due to emergency.

Another two days, no cards and we called again. "I'm packing them up right now, I will drop them off on my way home". Now 4 weeks after canceling the contract, I have $2,500 in gift cards. Sears stores refused to refund them. The grocery chain said it is up to Sears. Nobody can give me my money back and the last thing I want to do is spend $2,500 at Sears. We now have a case file opened with Sears after calling and asking for the Senior VP of Store Operations in Hoffman Estates. Only to be told, we will call you back after the holidays, but we don't think there is anything our system will let us do. Beware of Sears Home Improvement. The deals are terrible, the quality is bottom of pile, the sales associates will say anything to make a deal and the management (Josh **) is clueless about customer service.

At one point, they copied me with an email to Gizmo saying they couldn't find the order, etc - and one email said someone would send me a ran, etc and mailing label. I received nothing. I called a phone number they gave me in Miami for Gizmo and a foreign sounding person on an answering machine (it was Gizmo because it said so) said to leave my number.

No one has ever returned my call. I finally called Sears again yesterday and was told, again, I have to pay to mail the item back to Gizmo. So, I had to pay to get this piece of garbage, I now have to pay to return it and am not even sure I'll get any refund. I want a full refund of $50.65 for the item and original shipping, and I want to return it to Sears and let them deal with Gizmo. I refuse to pay to ship this thing back.

They finally came out and the man who was nice, said they did not send all the parts needed to repair the dryer, but when he called to reschedule me for the next week they told him no it would be more than two weeks before he could come back. He did get my freezer going for me, but lost all my food. OK now it was to be fixed on November 22, wrong got a call and they said they have rescheduled me for December 9. Now there is a three month old baby in the house, I am drying all clothes and such on lines stretched throughout the rec-room, I am having company for Thanksgiving, including another baby. Thank you Sears for all your disregard of customer service you only want our money.

I do have the certificate of authenticity card, that has the item number and all info on the ring. The first manager talked to me like I was a crack head just trying to get money for a ring, so I talked to her supervisor that told me they can't take it back. So, I'm asking, is there anything we can work out" My fiance is in the army and is expecting me to have the rings within the next few weeks. Please help.

When I came back , there was a note from Sears. The technician David ID #906164 came at 7pm! On Nov 10th, I was told by Rosie that someone will come to reinstall the washer & the window will be from 1-5pm. Then yesterday Nov 16th, I was told by 7 people that there is no work ordered! Then at past 6:30pm after I left my house, Sears tech left 2 messages to say he is running late & showed up at 7pm!

Even if I were at home, I will not let him into the house. Who in their right mind goes to people's houses at night to do repairs?! And obviously Sears' right hand doesn't know what its left hand is doing!

To add insult to injury, the Sears insurance adjuster, Mandy called this morning and said since I am a "3rd party claim" (huh?!!! I brought from and paid directly to Sears) they will not pay for the actual cost of replacing my carpets ( at least 5 rooms involved), baseboards and drywall repairs but at an adjusted rate of the age of the materials i.e., 15 years! Someone out there help me out, please. I feel like I am David fighting Goliath!

So back to trying to get the washer reinstalled since Nov 1st. At 10:01am I called and talked to Anna at the number David had left on the note. After repeating my story from all the way back to Sept 9th (purchase date), I asked to speak to a manager. I got disconnected! At 10:03 am I talked to Victoria & the whole spiel again. She said her dept doesn't deal with my case & connected me to Escalation Department At 10:05am connected to Eugene ID 250544, at the Escalation Dept, Customer Solution Line. Per Eugene, DPWM (?!) should be handling my case and gave me Mandy ** number. I told Eugene that Mandy had already told me that she handles insurance claims & doesn't handle reinstallation of the washer & that I should deal with Sears directly!

At 10:53 am after being put on hold numerous times by Eugene, I was finally connected to RTisha ( that is how she spelt her name) badge# 72693 who asked me whether I am calling about a claim that has been submitted! I told her that I have been calling since 10:01 am about trying to get my washer reinstalled since Nov 1st! After hearing my story all over again ( she insisted or she couldn't help me), she said this is the wrong dept and she put me on hold while trying to get someone to help me. She said the correct dept is the Installation dept. Recognize this?

At 11:01am after being put on hold, RTisha told me that the person to handle my case in the Warehouse is on the phone for 10 mins and she promised to have someone call me back. Per RTisha she needed to get authorization from the Warehouse to have the washer re-installed since the original install date was over 30 days. She took down my phone number( I made her repeat it back to me) and it is now 12:30pm & guess what? There has been no calls!

Just in case anyone from Sears is reading this, here is the Salescheck # again: #076311022153.

By the way Sears has my email address from this website twice already! At 12:40pm I received an automated call from Sears to reschedule the appointment. I couldn't get hold of a live person and was told by the machine that there will be a service charge of $65! In desperation, I took the next available appointment i.e. Nov 24th Wed. for 8am-12pm. Meanwhile I need to talk to someone from Sears regarding this $65 charge and also the Insurance claims.

PS, I don't want the TV with its problem. I want a new TV or my money back plus the extended warranty that I paid for!

Sears wanted $600+ to replace the compressor if I did not have the warranty that I just bought for $252. They are charging me $411 for the compressor, even though I paid $252 for the so called ServiceSmart Protection Agreement. In the alternative, I could get a refund of my $252 contract and they would allow me $200 toward another refrigerator/freezer.

Initially, repairman said it would be two weeks for a replacement compressor. He changed the story and part will be delivered to my home by Nov. 17 and installed on Nov. 19, 2010. I will never again purchase anything from Sears or purchase a Maytag product. I will inform all of those on my e-mail list and make know these facts all over the Internet.

About six weeks later, we inquired about the status of the rebate, which was still listed as "pending". We were told that our purchase didn't qualify because the amount we spent was $50 too low, so we would not be issued the promised rebate of almost $80 in delivery/haul off charges. We spoke to our salesperson, Teresa, who says that she can't remember the exact conversation, but is sure she would not have told us that we would receive a rebate gift card on this purchase, because she's worked at Sears too long to make such a mistake.

Using the same hypothetical reasoning, we are both sure that we would not have accepted a $50 discount on an item which caused us to incur a $80 delivery/haul off charge for a net loss of $30.00, but it's unnecessary to argue hypothetical reasoning, because we both clearly remember the conversation that our salesperson doesn't remember. Again, we drove to Sears in a pickup truck with a hand cart for the express purpose of transporting the range ourselves, and no intention of paying anyone for delivery, then accepted this option only because we were told that the full cost would be rebated to us.

We are being charged $80 for a service we did not need, and would never have agreed to without the promise of a full rebate. We have phoned Sears over a dozen times throughout the past few weeks. Each call, including the call directly to our salesperson, resulted in our number being taken, and assurance that a manager (who was each time off for the day, in a meeting, on a conference call, etc) would call us back to resolve the matter. No manager, or anyone else from Sears, has bothered to return a single one of these calls. We are out $79.99, which we only spent because of the salesperson's assurance that the entire amount would be rebated to us.

The other day, we baked something in the oven and it almost caught fire. We woke up one morning and the stove was in lock mode. So now, it's turning itself on. My model C970-440935 has not been recalled. I have found lots of other people that have the same problem on the internet and Sears doesn't seem to care. I called and asked if there was a recall and the girl said no and she asked me if I wanted to book a service appointment. They wanted $99 for the 10 minute assessment and then it would be more if it took longer.

I bought this stove in 2008 and its already a piece of junk and they want me to spend an insane amount of money for a technician to come out to look at the problem (that's not even fix the problem). I'm never buying from Sears again. This unit is a fire hazard and I don't feel comfortable having the stove in my home anymore. I spent a lot of money on these appliances. It's disgusting.

When delivered, I specifically asked the driver if I had the foundation (1 box) and he responded that I had everything I needed. So, I am paying more than $250 and now with delay (his time) to put together a building with no foundation as advertised also shared with Gilbert, manager on Carson mall. How the associate who tried to help me had no clue of sale price, advertisement, or rebate (which he directed me to but, I did not qualify because my item was on sale) Is Sears training people or just putting bodies in positions?

I have been a loyal consumer for over 50 years and I deserve more than $100 off my last purchase (as Gilbert, Carson manager. extended). My sales check number for this complaint is ** I signed and did not receiveI have been a loyal consumer for over 50 years and I deserve more than $100 off my last purchase (as Gilbert, Carson manager. extended). My sales check number for this complaint is ** I signed and did not received any confirmation paperwork. This item was last week.

Presently, I contracted someone to set the shedule up for $250 on November 1st 2010. I loss of personal money plus extra to contractor and contractors time due to Sear's lack of personnel training and knowledge of available materials.

Mr. ** told me that I would get an owner's manual along with a warranty card in the mail in about a week. I have called him 3 times since then and each time he tells me that he sent off for it and it should be coming to my home anytime. It has been over 5 weeks since my purchase. I can't install it without the manual because if I do and I install it incorrectly, it might void my warranty.

I called customer service. I was told they could half the fee if I would keep the card. I said no, that it was not right that they did not tell me about the annual fee. The girl said she was going to close my account. Over the last week, I have received numerous calls from card solutions wanting up to $100.00 now with interest adding up. I told them I refused to pay because their method was unethical. I should have been told upfront about the fee.

They said I should have of read the papers. My response was they should have told me or I would not have taken the card. Who has time to read these papers at the register? They said it was my responsibility to read it. I have had several unpleasant conversations since then! I talked to one caller’s supervisor. I asked to speak to her supervisor and she refused. She said I just needed to talk to her as she was over irate callers. It’s more of a mental frustration. I just want this off account and have it closed. Why should I have to pay a fee I’m not using card?

He said he had no parts for this; the parts were on his other truck, which was broken down. He said he would be back on Friday morning October 29, 2010, between 8 and 10 am, to fix the problem. He did not show up. I called Sears Home Central back to discover that the dispatcher scheduled the return appointment for Wednesday November 3 between 10 and 2. I was a little frustrated for the lack of follow up and response.

I am now out at least 8 hours of wages due to this not to mention the problem of not having a water heater that works in my family of 4. I am a little helpless in this situation and I am not sure where to turn other than write this complaint email. This does not bode well for me buying another Sears product at this point. I lost hourly wages.

After some minutes explaining the situation to an "Earlene" a Sears, I was told that a refrigerator repair man would be out the follow day between 1 and 5. The elderly woman called me at 4 saying that Sears had called to cancel. I called 800-469-4663 and asked to speak to a supervisor and was put on hold for 30 minutes before I called back on a different phone, afraid to lose my place in the queue. Finally, this Bernice comes on the line and and I explain the problem, she asks what is my relationship to the customer, I told her that I'm a news reporter trying to help the woman.

Bernice then says, she's not allowed to talk to reporters and says unless I have all the account number for the woman then she's hanging up. I give her the woman's phone number and ask her to please call the "customer" if she has any concern about Sear's customers. This is a woman who told me she's been buying Sears appliances for more than 40 years.

The poor woman already had her food spoil because of the broken refrigerator. I called her city councilman to try to get food to her. Now Sears that promised to come and repair the woman's refrigerator has let her down.

The sales person asked me if I would like to look at other meters (the expensive ones, of course) and I told him that I wanted that particular meter. He left and went to check the warehouse for the $24.99 meter and came back a while later saying that there were none to be found. My first question was how could all of the meters been sold in 15 minutes, but he didn't recall selling any and I declined to buy a more expensive meter.

It just appeared to me that someone was pulling a bait and switch routine. I called the store later to register a complaint and was told that they could order the meter I wanted and have it sent to the store, which I agreed to do. But the only way they would do that was I pay in advance of it being ordered. I would have paid for one with my debit card had the store had one and declined to accept this method of sale.

I was kind of ** at this point and called and registered a complaint with the customer service dept. I was told that the store manager would be in touch with me within 48 hours. I waited for two and a half days with no response from them so I called back and was informed that the manager had until the end of the day to contact--which never happened. With this, I called the regional customer service office and complained again. I was told that the regional manager would now have another 48 hours to contact me. I'm going to twitter after this email and complain with the rest of the posts I see on this poor service.

I had to give up 4 days waiting for them. When I called, they apologized and nothing happened. I think I deserve compensation for my time. Since it is cold now, I do not care if they will not repair it before May. But they should be competent enough to explain this and not let me rot at home in vain. Please advise me what my rights are and what compensation I am entitled to.

When they (representative and Mr. Prieto) took the item to the cashier, the cashier was like, oh you need to pay the difference. I was like, why? If I actually paid for it already? It wasn't my fault that you guys don't check people's ID before giving away the merchandise.

I called Mr. Prieto again, and he told me that maybe it was that someone had hacked my email account and print out the receipt and claim the merchandise. I was like, that sounds kind of impossible, but If that would have been the case, it is not your employees responsibility to make sure they are giving away the merchandise to the right person? At the end, he (Mr. Prieto) couldn't do anything for me. I had to call Sears on the phone and after almost 30 minutes of dealing with a Sears representative, she told I wasn't going to get my money back just a gift card for $21.39. The lady from sears on the phone told me, that is really weird that they don't check people's IDs before releasing the merchandise, she told that was supposed to be an store policy.

2. Today I went back to this store looking for a pair of trousers. I was in the department for about a half an hour trying on clothes. In all that time I never was approached by a sales clerk, but I got to watch two people shop lift. When I got to the checkout register, I was behind one woman checking out. She has 3 presents and wrapping boxes for her son’s birthday. After she had completed the checkout, the clerk took the gift boxes and wrapped the items. All the time she was doing this I was waiting to check out.

Suggestion for #1: Get the people in the store and the people putting information on the internet on the same page. Also, I was a little irritated with the clerk’s tale-it-or-lead-it attitude.

Suggestion for #2: Get a few clerks to help people and this might cut down on the shop lifting. The price of the items that were shop lifted probably would have paid the clerk’s wages. I think that it would be better customer relations for the checkout clerk to do her job when people are waiting.

So how long do you have to wait to have a nearly new microwave repaired or replaced? Sears customer service and relations have really fallen in the last few years to an all new low. They give my father the impression we will get to you when we get to you. I ask what if this had been a freezer and it had been down two weeks? A lot of money lost in ruined food.

Throughout this entire experience, we have never been contacted by the store to inform us of the problems. It has always been us calling them. In addition, I cannot even get the installer to return my phone calls. Numerous calls to Sears Escalation Dept. have proven to be a total waste of time. I can't even complain to Sears because no one is even able to refer me to that particular store's district manager. I am truly stuck!

Why will Kohl's - Walmart and stores make things right and Sears won't do anything to keep their customers satisfied? Why would anyone keep a receipt on a $20 purse after using it? Is a $20 purse worth losing three customers over? My two sisters and I were there and we will never go in that store again if this is not made right. All three of us spend a lot of money in that store on clothes and who knows how many washers, dryers and refrigerators. Is a $20 purse worth losing customers? I guess it's up to you.

It took him over 3 hours filling out all the paperwork and submitted it to Patty who's in charge of the installation. He told me anytime I have any issues, I just call Patty and she will take care of me. Well that's the biggest lie. I called Patty's office and asked for Patty, this other Hispanic lady said "Yes, its Patty how can I help you?" Imagine! Then, I caught her lie and she was like, "Oh yea, I was going to transfer you to Patty."

The second time, I called Patty's assistant, Brian, and he was straight up impatient and kept interrupting me in the middle of my conversation. In short, it took them 4 days to install the A/C in bits and pieces. I thought the nightmare was over. Now, its been chilling outside as its fall in NJ. The pilot wouldn't come on for the heat. So, I called Sears' toll free number to request them to send me a technician and they said someone from their office will call me to setup a time. Its been 4 days and yet no one has called me from their office.

I called the installer's cell number directly and he, then, came in to check the unit. He did spend an hour and said it has some electrical issue and he will send an electrician "the next day". Then the electrician came and after spending 1 hour, he said everything looks good on the electrical side. It's been more than 48 hours and no one has called or followed up.

I called their office to complain and speak with Patty, and she was "on the phone" like always. I called the salesman Mark ** and expressed my frustration. I called the technician and he said he's contacting the manufacturer to see what could possibly be causing it. At this point, I am freezing at home and wearing layers of clothes while writing this and with no resolution to my problem. I really hope I could get my money back somehow and never, ever, have to deal with Sears again. What a bad experience.

Let me inform you that for security reasons and insurances purposes, we videotape every delivery to our home and every person entering our home. Suffice it to say that the entire incident was caught on tape. I can and will provide the video to law enforcement personnel, the news media as well as your bosses and investors to exonerate my name as a customer.

How ironic that a simple recreational purchase has augmented into the worst business transaction I have ever had. Your subcontracted driver has made good on his threat to not to deliver my pool table safely to my home. This unprofessional foolishness has now cost me 72 hours out of my life that I can never get back!

My original request was simple, lucid and direct. Deliver it on the agreed date, place it upstairs and I will assemble it. I feel that the cost to assemble it was more than the cost of the table. Under the very aggravating circumstances of your driver threatening to damage my property, lying about feeling threatened, in addition to me spending $396.11 in your store, the following is the very least you can do.

Instruct your subordinates, before the close of business today, to deliver it and assemble it at no further cost to me to ensure that your dishonest driver did not drop it four or five times to damage it and carry out his threat. Sears is a multimillion dollar business entity which can afford to do this to rectify this unwarranted belligerence towards a customer.

Your stores don't pull in the large numbers of clientele/customers like it did in the past. Options like other competition, better competition and lousy/disrespectful customer service is a direct cause. I assure you of that. All customers talk to their friends and associates about good or bad customer service. By the way, take a moment to check your system and the security bar codes to see where my pool table is, because it is not here and that will be your first probable cause to corroborate what I am telling you.

On Thursday, 07 October 10 at approximately 0845, I received a phone call from a person whom identified himself as Dan **, Operations Supervisor for Sears, 2090 Etiwanda. He without proper investigation reiterated false hearsay by the driver as justification to support the inappropriate actions of the Sears delivery team. This experience with Sears leads me to believe that you should terminate everyone of these persons I've identified whom are being deceptive and naive. Because everyone one of their voices and/or images have been recorded and will clearly indicate their propensity to lie.

I can only surmise that this is not the first complaint of this type and/or with these employees. Am I to conclude that your employees think they have some mystical right to punish me and any other customer they don't like. While you troubleshoot this issue, I'll take the time I set aside (i.e lost) waiting for a simple delivery, to locate someone in the news media to also investigate. Let it be understood that I am not the culpable party here.

Hopefully, while your upper management eradicates problem employees, you'll also conclude that with or without my proof on videotape, your store reputation is on the line and most importantly 99.9% of the time the customer is always right.

She took another 20 minutes to come back and tell me that their register identified my card as a credit card (clearly it states debit card on the card) and that they would credit the money back to my account. She then swiped my card again to show me that the card comes up at a credit at their store. My card was charged again as a credit. I did not find this out until I checked online after leaving the store and realized I was charged again. I left work again, returned to the store to inform them of what had happened. She proceeded to tell me that yes she charged it again as a test and she also voided the transaction. She never gave me a copy of the void - nor did she inform me of what she was up to. I told her that my debit card is charged a fee if I use it as a credit card and that I should have been made aware of this when I made my purchase.

She was rude and obnoxious; her manager was just as rude as she was. He just wanted me to go away by informing me that it would drop off in 7-10 days and that I would see the credit in the same time frame. No compassion, no understanding and no satisfaction. My time was wasted, my card was swiped without my authorization and they just wanted to justify what they did as if it shouldn't have mattered to me. Absolutely no apology.

I don't think I would feel so badly but knowing that Sears is a choice for me. I have shopped at Sears for the last 40 years. All of my appliances, kid’s clothes, grandkids clothes and toys, TV, DVD’s, furniture, etc. have been purchased from Sears. Thousands and Thousands of dollars over the years. I have never been treated as horrible as I was today at Sear, Eastrige Mall, San Jose, CA. I have since cut up both of my cards and have vowed to never shop at Sears again. How can you forget about Customer Service? I am writing to the corporate office. I am still waiting for customer to return my call, what a joke.

Of course, I called the 1-800 number printed inside the fridge, called the computer and made arrangements for the repair person to come out at the end of the week. But when I got online, in 20-30 minutes, I had found a litany of similar complaints. I then filled out a complaint with the Consumer Product Safety Commission.

What's it going to take to get this appliance on a recall/"do not buy" list? There have already been fires. I suppose it will take a tragedy to get some action, which, of course, is a tragedy itself, and a sad commentary on the way our "system" works.

It's been almost 5 years and we still have to have the bulb replaced. Now they say you have to have 4 calls per year to have it replaced. It's so obvious that they are trying to wear us out in the hopes of letting the warranty run out on it so they don't have to replace it. I have submitted a complaint to Sears and let them know that I'll be contacting the TV stations, radio stations, and other websites to share this complaint in the hopes of getting the help I should have gotten 4.5 years ago.

We lost all of our food in the fridge because it was so hot, the temp read over 65 degrees, and it was still cooking. Guaranteed that if we had not caught this when we did in another 20 minutes or so, we would have had a fire in our house. Being a mom of 2 young girls, I sure got a bit freaked out. This should not have happened, somewhere on that light there should have been some sort of a sensor to shut everything off before it got to that point.

Immediately I get on the phone and call that "4my home" number. After being put on hold numerous times, I was told "oh so sorry, that should not happen, we will charge you a minimum of 65 dollars for us to look at it and then add parts and labor, and he will be there in 2 weeks". Well, that does not work for me. I said I will figure something else out. My husband started looking into this online, found lots of complaints and reviews of this happening with others. I am so so disappointed and very unhappy with Sears. I then took the burnt parts with pictures of our burnt fridge into the Sears store where we bought it from. The folks there were somewhat helpful. They told me this has happened to others, but there is no recall on it. They called someone and gave them all my info, but 3 weeks later I still have not heard a word back!

They gave me an insurance number to call, and they could not help me whatsoever. I was told that there was no property damage to cover. What, come look at my fridge. I can't even tell you how many times I had called Sears, and this number and that number and got nowhere. Money is not the issue, I know our warranty expired, but this is not a normal wear and tear issue, this is something very dangerous and should not have happened. If we did not catch it on time how would Sears feel knowing it burnt our home down? Plus finding out this has happened to others, shouldn't we have been informed so we could get the issue taken care of? Two weeks go by, I called and made a complaint at BBB, I called another number for the state of NY consumer affairs and the consumer product safety commission.

Finally we break down, called Sears again to have them come fix the darn thing. It's cheaper that way than buying a new fridge, however very nervous hoping it won't happen again. A technician comes, tells me it is recalled, fixes it for free, and the lights now have sensors and the board is completely different! What? Why did no one at Sears know this? It could have saved me a lot of hassle and a lot less work! I'm so upset right now, my blood is boiling. So now, he had to have the light casing mailed to us, waited for it, turns out they didn't put a part in the box, so once again I call back, then they try to tell me they are going to charge me for the part even though I am holding the receipt in my hand that says no charge. To this day, I still have not received the part, unfortunately I have to call Sears again and I am dreading so many things.

I have to put 2-3 hours of my time on hold, just so they can screw around with me and put me on hold and send me to this person and that. I never ever want to deal with another Sears person again, and I thought this whole situation was done, but still waiting for a part. I sure do not want to hear another reading from a card of someone saying we are sorry and we can't help you right now, and thank you for choosing Sears, because I will blow a gasket!

Our fridge now has burn/bubbled marks and I'm still fighting with Sears to get this fixed right.

10 days (and counting) without hot water, $685, two vacation days wasted, and still no hot water and no idea when or if they are coming. Not the reliable service or product I expected.

Next trying to get keys, Sentry charged my credit card and was unable to find record. I informed the store and asked is this an actual safe of display. "We don't sell display items," I was told. countless emails and phone calls, pictures to Sentry and what do you know, it is a display safe never intended to be sold. Sears didn't even buy this, it was given to them for display and they are going to refund me the key money. I have the email if anyone is interested. I thought after all trouble they would exchange "reduced safe" for a real safe. No, they think 30% would be good. They can keep all of their stuff.

I used to be a truck driver that picked up merchandise for retailers. One day, I was at Hotpoint District and I overheard a salesman tell another customer that Sears can tell them what parts to put into their products. Like for instance, fiber or nylon gears in their washers or dryers instead of steel.

We made the appointment. Tech came out and took the area apart and said it was spider web and because of that, the warranty was no good! Repair cost $349. We didn't pay $200.00 for the grill. Service guy said " You're suppose to check for this." This involved taking things apart. We had an L-chepo grill for 15 years, and left it outside with no problems! We believe there is a design flaw in these grills! We've read your list of people with the same problems. If my husband hadn't gone inside, he could have gotten burned.

To top it off, I tried to use the paint to not cause a complaint about this but could not continue because it was way too dark. I expected professional courtesy on fixing the problem, not getting the rude and unprofessional results that I got from one person but two. I will not be loyal to any thing that Sears stands for because it is not how they take care of their customers in return.

Now, I have musty clothes and I had to go out and find the part. I found the part for less than Sears was selling it for and re washed my clothes twice to get rid of the smell. Now, I had the customer care floor supervisor Teig hang up on me when I was trying to get their policy straight. They have yet to offer me any type of compensation for the inconvenience that Sears has caused.

I have since purchased an old used machine just to do laundry. I even told one of the representatives from Sears about this and he laughed and said, “Well, I guess you don't need this machine fixed anymore, do you?” The salesman at the Sears store told me and I quote "Well, I guess it’s just the luck of the draw.” So now, this new front loader is sitting outside in my storage shed. All I hear from Sears is a call every other day, “Did you get the part?” “No, I didn't.” I'm done. I only got to use my machine for 3 months and spent 900 dollars for it. What a rip? I will never go to Sears for anything and will tell all I know not to go. I'm done.

I went by the store today around noon to pick up the bike which they had reserved for me but would not honor the price because they said the sale price was no longer good. The assistant manager, Russell, said he could not honor the price but failed to tell my daughter that he would not be able to honor the price today Sept 17. I would have called myself and paid for the bike yesterday if i had known he would not honor the price. Russell let me walk out the door without the bike and made this customer very unhappy as this was a birthday present for my 4-year-old granddaughter.

Sears and this manager has left a bad impression on me. It seems to me that Sears does not need to make sales no matter what the price and customer satisfaction is not top priority. I will neither shop at Sears again nor will my daughter. Bad experience!

The tractor was winterized and stored in a heated garage. We have a town home, 8/10 of an acre, flat, no obstacles. Our last tractor is still running, I gave it to a family member who needed a lawn mower, and bought this new Sears Tractor. Sears offered us $65.00 towards replacing the engine, a cost of approximately $1300.00. We snipped our Sears cards; their loss, over the past few years between our home, and apartment in our barn we have bought the following:

A new flat screen Panasonic LCD TV, a dishwasher, 5 burner gas range (home), electric range (apt), refrigerator (home), refrigerator (apt) front load washer and dryer, hot water heater, treadmill, mattress, chainsaw,vacuum, dehumidifier, and many smaller items. We've had to contract with a lawn service to finish the season of cutting and mulching leaves. This is $40.00 per week. If we buy a new tractor now, we lose almost a year of warranty while it sits for the winter.

I received a refund check for the amount of the protection agreement. I called Sears to find out why the protection agreement was cancelled. They cancelled the agreement because they considered the church as a commercial entity. I told them that they knew that when we purchased it because we paid for it with a check with the church name and information on it. Our lawn at the church is not bigger than most home lawns and we only mow the grass twice a month. I really don't feel that it is right that they did this. I feel that Sears should reinstate the protection agreement.

On Tuesday, 9/14/10, I called Sears utilizing the 1-800-4-MY-HOME number and spoke with three customer service personnel. I was informed that my "warranty" had expired. I explained that the handle just pulled off and that the door fell apart. I was told that a service repair tech could come to my home for $129.00 "flat rate fee" and could fix the range, not including cost for parts and labor.

Unable to repair the range myself, I made the appointment. Upon arrival at 5:00 pm, same day, the repair man ID ** inspected the door and informed me that the "screws were too short" and the holes where the screws go into were "stripped." The handle and screws (much longer than the original) were replaced for a total cost (including tax) of $178.22.

When the service man completed his call and I called to relay the information I was told that it was too late to get the warranty. I was told after the appt was scheduled it was too late to pay. Now if I was told to call back in but given an appt while I was on the phone how could I pay when I called back. I would have just delayed the appointment. Then I was charged a $129.00 for the service man not to repair my washing machine and want to charge me $468.00 to repair the washer-more than the value of the washer! I was given incorrect information which has cost me money with no results. Plus I could not get any contact information on who I spoke with.

One check arrived. The technician came as scheduled with no parts to fix the wheel, although sears knew what the problem was. So, again, another week will pass till we (hopefully) have our mower. I called Sears to report this situation and to tell them we received only one $25 payment. The representative said that is all we will get.

I was previously told that we would get $25 for each mowing! In addition, the representative was arrogant (although she remained professional)and refused to allow me to speak with her supervisor. At that point I lost my temper and after repeated requests to talk with her supervisor, hung up. We have previously been very satisfied with Sears products and services. In fact, we purchased all new major appliances from Sears last year when we built our home. I can only trust that we do not have any problems with them and that this current situation is not a sign of things to come with Sears.

I would like the opportunities to have my items repaired without worry of headache or frustration of being told it's never covered or time has run out and I didn't renew even if I am willing and was willing to renew if offered or contacted. I just want Sears to do right by myself and every other customer they mistreat after money has been exchanged for goods or services. I have had so many problems with the service department staff and feel that since I've spent my hard earned dollars within Sears, they should treat myself as a valued customer with a garage full of Craftsman products bought through the years, after growing up trusting the Craftsman name brand.

The end result with the lighting problem is that we now smell a burning plastic odor from the refrigerator and the lights are going crazy. They go on when the doors are closed and off when it's opened. Again, we had to suffer for 35 minutes speaking with a Sears rep. who was not very good in speaking English and her supervisor had to intervene a number of times, who also had a problem with the English language. Unfortunately, they were both just very difficult to communicate with. We then asked the supervisor to speak with someone who could help and we could understand and were put on hold for another 10-15 minutes. We finally spoke to a Sears resolution problem specialist at Ph#1-800-479-6351 whom we could understand but had no recourse but to pay the $269 one year service contract to get a local Sears service rep to come out in 3 days.

I'm very disgusted with Sears and will never give them our business again. I work in the healthcare field and I'm exposed to hundreds of co-workers and clients. If anyone asks my opinion about appliances I will recommend never going to Sears for major appliances or Kenmore products. I would recommend Home Depot or Lowe's; they always want to please their customers and carry all major brands for equal or better prices. Shame on you Sears !

On 8/13, I received second part and got the same error code. I called Parts direct and said that it seems to be an incompatibility issue and I asked if there was a reset button or something I could do? They said they did not know, and to call Service. I called Service. Service could not answer the compatibility question and would only send a Service technician to resolve the issue. I said, "Okay,iIf I am installing it wrong, I will pay for the service."

On 8/20, Service comes to my home, sees the issue I describe, verifies the part and reinstalls the part I had delivered and gets the same error code. Scott, the technician calls his help services and they recommend another part be delivered. On 8/27, Service comes back with new part was delivered and the same result, error code. Scott feels the part is incompatible and possibly replacing the entire master control board and the control switches might fix it but those parts are $500 more dollars, plus the $242.97already spent and the service of $129 adds up to more than $600.

I called Sears customer service (Gina) to say the service call was unsuccessful and I did not expect to pay the additional $129. They said they would have to wait for the Service call entry and to call back in a day or two. On 8/30, I called Sears customer service (Clorisa) I told her the story. They cannot refund. I asked for it to be escalated, the part is faulty. If I had known that the part required three other very expensive parts, I would never had ordered originally. I expected a full refund of parts and service because the part did not work and Sears did not have a functional part to replace it with. She said she would put it back in for review.

9/9, I called Sears customer service (Danielle) and she said they were trying to contact the technician for comment. I said this has to stop, we keep going around and around. She said that was all there was; I asked to speak to a manager. The Manager, Kim (250060) said there would be no refund. There is no yielding, no satisfaction guarantee, no Sears ownership of this issue. I must bear all the Sears' fault and that service came out and even with no fix, I must pay. I told her that I was completely dissatisfied and that this was an unacceptable outcome. I had expected at first a complete $129 refund for the service call and the parts refund will not be an issue.

I was told that Sears could not do anything unless it would make the noise when they were here. I am afraid it is going to start a fire. I called Sears again and told them to send a supervisor or someone that would know what would make this noise. I told them not to send the same guy out.

On December 10, 2009, I placed an order online with Sears Pick-Up for the West Mifflin, Pennsylvania location for one (1) Tom Tom GPS System. On or about December 15, 2009, I called the Sears Pick-Up Window located in West Mifflin, Pennsylvania and canceled the Tom Tom GPS System. My account should not have been charged for this transaction.

On December 10, 2009, I placed an order online with Sears Pick-Up for the South Hills Village, Pittsburgh, Pennsylvania location and picked up one (1) Tom Tom GPS System at the South Hills Village Sears. My account should have been charged only $160.49 for this transaction. On or about December 15, 2009, I returned the two (2) Tom Tom GPS Systems (one (1) ordered and picked up at the Robinson Sears, and one (1) ordered and picked up at the South Hills Village Sears), and received a credit slip for each. My account should have received credit in the amount $320.98 ($160.49 x 2).

Upon reviewing my account activity, the credit I received on December 10, 2009 for the out-of-stock Tom Tom from the Robinson Sears was changed to "Return Reversal" and was now a charge to my account in the amount of $160.49. After further review of my account, the activity reflects that I purchased five (5) Tom Toms, when in fact I had only purchased two (2), and it also reflects I returned three (3) Tom Toms, when in fact I returned the two (2) Tom Toms that I had.

If I physically only picked up two (2) Tom Toms (one at the Robinson location and one at the South Hills Village location), my account should only reflect a charge of two (2) Tom Toms, not five (5). Please note that I purchased two (2) Tom Toms and returned two (2) Tom Toms. I do not understand how Sears can charge for items that were not picked up and/or purchased.

In a letter dated January 28, 2010 to Sears, I requested that my account be credited in the amount of $320.98. Upon review of my account, I noted that I only received a credit of $160.49. I have been contacting Sears on a monthly basis requesting that it credit my account the $160.49 I am owed. I keep being told that someone will contact me by phone. My last contact with Sears was on Friday, September 3, 2010, at which time I was told someone would call me regarding the discrepancy in my account. This has been going on for almost a year and I would like it resolved. Thank you for your attention to this matter.

8 hours of lost work time, a dryer that has been broken for over 3 weeks!

The manufacturer's warranty is for 5 years as stated and unless I have a service contract with them (Sears) they cannot help us in any way. Do I have any recourse?

We called the service department again. We were told we had to wait another week. Today (8/25/10) was the day we were supposed to have service and my husband took the day off from work. He received a phone call this morning from the service department stating the tech called in sick and our service call was rescheduled for Friday. My husband will have to take another day off from work. This is totally unacceptable and when I called to complain, they simply said "Sorry, nothing we can do". When I asked for the name of a manager or someone to direct my complaints to, "Sal" told me to write to the CEO, Bruce Johnson!

No one called. On the morning of the scheduled appointment, I called the Customer Service number and was told that the technician would be at my home between 1:00pm and 5:00pm and that the technician would call when he was on his way. There was no call and no service technician!.

On Thursday morning, August 19, 2010, I called Customer Service again and told them that nobody had come to my home. The Customer Service person apologized and rescheduled a service technician for the morning of August 29, 2010. I complained and was told that it was the earliest available appointment.

Sears sells these service contracts for good money and have no further concern about their obligations for prompt responses. I lost half a day's work and have a $676.06 dishwasher sitting in my kitchen, waiting for their first available service technician.

Would I have the same wait if my refrigerator or stove required their warranty or service contract service? Sears is supposed to be a service orientated retailer. They are anything but! If they cannot provide a more prompt response, then they should hire additional technicians or get out of the retail business and return all service contract fees that they pocketed.

This is regarding your Customer Service Agent, Jackie (male) who took a call from me at approx. 12:45 Pacific time on 10/20/05. I had a repair appointment scheduled between 1 and 5. Your technician called at 11:30ish and I wasn't home. I wanted to be certain that he knew I was aware of the appointment and would be here between 1 and 5. Rather than assist me, or even listen to the full reason for the call, Jackie chose to get confrontational and insisted that Sear only has 8 to 5, not 1-5 as my appointment scheduling and confirmation call last night indicated. His rudeness was less than appreciated and I suggested that he was starting to have an attitude and better change his tone.

At that point he hung up. I've had many dealings with Sears Service in the past, as your records will show, and have never encountered anything like this young man. I sell call center components and know that you can review this call record from my phone number above and perhaps even review the conversation. I'm extremely displeased at this kind of treatment, especially in relation to a matter so simple.

It took 8 departments and just short of 2 hours, including referral to two non-working numbers, to finally reach a customer relations agent who could handle the problem. Note this number: 800-311-4313. It goes directly to a meaningful customer service agent. At this point, I was given partial credit for both machines to match the cost of the dryer coverage ($299), the time limitation to buy the coverage was dropped, and all is well.

At that time, the tech sent to repair it for the second time stated that he would want it replaced if it was his. However, calls to the Sears customer service and repair numbers informed us that since it could be fixed, they saw no need to replace it. And we had a warranty that covers any issues that may arise. Since that time, the freezer has never been able to be used properly. You can only store items on the bottom shelf. If you try to put items on the top shelf, the items do not freeze and the bottom items become soft. The refrigerator itself never keeps items cold enough. And food items quickly get moldy long before their recommended shelf life. The unit has had to be serviced on a regular basis for the same issues each time, having major parts replaced.

Each time, the wait from initial service call for repair is about 2 weeks. Then, parts need to be ordered and delivered. After you receive delivery of said parts, you need to call to reschedule tech to come back out, which takes another 2 weeks or more. This leaves the owner, who in good faith has a warranty, for a minimum of 5-6 weeks without a functioning unit. This summer, my parents are dealing with health issues and a non functioning unit once again. My dad called in July to state that once again, the food in the freezer was melting and the refrigerator was not really cold, and the tell tale knocking and banging sounds from the unit had returned. An appointment for several weeks out was the earliest one available. My dad stressed this was unacceptable. He needed to have a refrigerator. He is in his mid-seventies and has health issues.

Furthermore, his family reunion with his children/grandchildren and extended family was scheduled for July 30- August 8, 2010. He was told that under his warranty, he was entitled to $100.00 towards a rental unit. But it was his responsibility to find a unit to rent. My dad called all over the rural county where he lives, covering over 100 miles including making calls to neighboring PA and 2 Sears stores. He actually had a rental manager laugh at him stating, “No one rents refrigerators. Is Sears crazy?” When my dad reported he could not find a rental, he was told it is not the problem of Sears. However, they could offer him $80.00 to reimburse him for the purchase of a compact refrigerator. My dad went to the Sears store an hour away where he had purchased his unit. Compacts are $149.00 and give no freezer space. He was informed there was nothing they could do. For family reunion, we used several extra large coolers and got permission to use space in the church's refrigerator for the weekend. It is a 3 mile trek one way to church.

This is July and August with the temperature over 90. Several times a day, one of us kids drove to the store to purchase 5 more bags of ice. This process continued as we were waiting for our repair appointment on August 11. Our parents were scheduled to be out of town, so my husband and I changed our vacation plans to be here. On Tuesday August 10, we received a phone call confirming our appointment. On Wednesday afternoon, we received a call from the tech canceling; his schedule would not allow him to come today. We were instructed by him to call the 1 800 number to reschedule. It took 4 phone calls to get someone who spoke English so we could reschedule.

The people in the first 3 calls read from a script and told us we were scheduled for service on August 11, not understanding when they were informed the tech cancelled on us. We were rescheduled for Tuesday, August 17 between 1-5 pm. We tried speaking to someone of a higher authority. Everyone reads from a script. I spoke with Elavena, in a manager position. I needed to retell everything I had already told 2 Sears agents. She informed me she could offer me the $100.00 toward a rental and the $80.00 for a compact. I could apply for up to $250 for food loss. I stressed that we could not get a rental and compacts cost more. The food loss is a different department.

I demanded to talk to a supervisor. Elavena responded that she needed to inform me if I insisted on speaking to a supervisor, the offers she had given me would no longer be on the table. I informed her she couldn't remove offers that were actually part of the protection plan. She then offered a discount coupon toward a new appliance. I strongly demanded a supervisor, again being reminded by Elavena that the offers would be removed once I was transferred, and that she would need to write a report before she could transfer me to a supervisor. I held on an open line while she typed her report. In the background, I could hear other agents making the exact same statements that had been read to me, including removing offers from the table.

After 30 minutes, I was transferred to Chantel, a supervisor who would not give employee number. She read off the same offers and information I have already heard from Elavena. I told her that 3-4weeks without a repair tech coming to look at the unit was unacceptable. And I said that my contract I am looking at states repaired within a reasonable time. I demanded to speak to someone above her. I was informed there was no one above her. She was as high as it gets. Units are only replaced if there are four issues in 1 year, while that had occurred in the 1st year and they refused to replace the unit then. I was told an appointment for repair had been rescheduled and there was nothing else she could do but make the offers she had. If I did not take the offers before the call ended, they would be removed.

I once again let her know that you could not remove something that is part of the agreement. She once again read from a script. My dad and mom arrived home on late Saturday to find that the refrigerator had not been fixed. My mom became physically sick due to the stress. My dad was angry. We decided that when my husband and 3 older children left to return to Maine to attend work and preseason, I would stay behind with our younger children until we could get this resolved. This is due to the fact that dad and mom were having physical effects from the stress. Dad and I made a plan to visit the Sears store in Rockaway, NJ where it had been purchased on Monday.

We went to the store and spoke with two wonderful saleswomen, Nancy and Brenda. They looked at our Master Protection Agreement and repair bills etc. Neither one could believe over the years of service calls that the unit had not been replaced. Second, it was unacceptable to wait so long for service. Nancy called the repair call center number available to Sears sales personnel. She was angry and appalled at the treatment she received as a salesperson trying to help a customer. She also felt she was being read to from a script and they could not answer questions outside that script. She went to explain the situation to the Assistant Store Manager Bob **. Another call was made to the call center requesting a new refrigerator. He received the same treatment and got nowhere. He came to speak to us and was apologetic but could do nothing for us.

We were given a number for National Customer Relations that is not readily given 1 800 to call. On our way out, I noted the phone number for the District manager which I took. My dad was so distraught that his face was red, his jugular veins bulging and he was sweating. I had concerns as I made the hour drive home with him sitting next to me frustrated and feeling used and abused. On returning home, my mom informed us that our appointment for Tuesday was confirmed by a phone call at 2:30 pm, and we could expect a repair tech between 1 and 5 pm. At 5:30 pm, I was outside when I heard my dad yelling. I ran inside to find him slamming down the phone. The tech had called and cancelled again.

When my dad said it was unacceptable that he had already cancelled last week, he transferred my dad to an automated system. At that point, my dad slammed the phone down. I called the number for the district manager Garret ** and left a message. I then called The National Customer Relations number. I spoke with Chris and explained the repair tech had cancelled for the second time. She told me I was scheduled between 1 and 5 pm. I again explained the tech had cancelled. She could not get beyond that her computer showed a scheduled repair for the next day. I demanded to speak to a supervisor. I was told I could not be transferred until I explained the situation to her and she filed a report. Once again, I had to wait while she filed her reports.

Then, I got transferred to Kim who informed me that I am scheduled for a repair on Tuesday. Again, I stressed that the tech called at 5:30 pm and cancelled. I also stressed that we have been patient long enough without a functioning refrigerator and I needed to have a functional unit delivered to me. She went through the same that had been read to me now on previous calls. I told her my sales receipt states customer satisfaction guaranteed, and I was not satisfied and would not be until the unit was replaced. I was informed it would not be replaced and all she could do was reschedule a repair call. I demanded to speak to someone higher-up. I was once again informed that there was no one higher. And she said that the other thing she was going to do for me was reschedule the appointment since we had refused their offers to reimburse a rental or compact in the past. She rescheduled an appointment for Tuesday, August 24, 2010, between the hours of 1 and 5 pm. I hung up angrier than I can ever remember.

Apparently, the Master Protection Agreement is not worth the paper it is written on. The Sears call center does not address the customer's needs or complaints unless it is written in the prepared notes they read. While dealing with Customer Relations for over an hour, I had missed a return call from the District Manager Garret. I then returned his call. I explained the situation as politely as possible after my frustrating hour on the phone. He was sympathetic and apologetic. He was shocked and amazed that with the amount of service calls for the unit, it had not been replaced. He pointed out that it would have been more cost effective to have already replaced the unit. He stated that he would e-mail Nick, the district service manger, and inform him of our situation. He went on to state he would follow up with a phone call to Nick on Tuesday morning. He said I should have a return call from either himself or Nick on Tuesday morning. I requested that they communicate with me on my cell phone and not the home number connected with the account. I was now dealing with the situation completely and did not want my parents to deal with it due to the health issues this situation was causing them.

I received a phone call from Dorothy on Tuesday morning on my cell from a restricted phone number. She informed me she was calling on before of Nick, the service manager. They were working on getting a repair tech here either on Tuesday afternoon or Wednesday morning, but she would let us know when it was confirmed. I tried to explain the urgency but she cut me off. I asked her to make all calls to my cell which she had just called. She agreed. An hour later, the house phone rang and my mom answered. I heard her say, “Can't you tell us what time?” Pale and shaking, she hung up the phone. She turned to me as she started crying, “The person said a repair tech will be here tomorrow on Wednesday. But they don't know the time yet. They will call tomorrow morning to let you know.”

The person called the house number after my request not to and did not give their name. My mom collapsed in a chair and cried. My mom stated, “I can't stay here any longer without a functioning refrigerator and I can't deal with anymore of this.” The decision was made that dad and mom would return to the residence out of town and I would remain to deal with the situation. It is currently Wednesday, August 18, 2010 after 12 pm. I have received no phone call confirming or stating the time I should expect a repair tech today on the house phone or my cell. I have had to call a neighbor to take my children to a church event, fearful if I leave the house, I may miss a call to the house phone or a knock from the repair tech.

I own rental apartments in Maine; as a landlord, it is my responsibility to provide a functioning heating system, cooking system, and refrigeration. If these items break down, it is also my responsibility to have them repaired or replaced in a short amount of time. If I do not, I can face fines and other legal issues. Going more than a week without any of the above would be unacceptable. It would not matter if my repair tech was unavailable. I would be forced to replace the item or have someone else come to make repairs. Why is it that as a small business owner of 2 apartments, I can be held to this high standard; however, a major USA corporation that has been in business for over 100 years is not held accountable?

I then called a local appliance repair firm and they will be here today within 2 hours. I guess Sears can continue to think it has great customer service when consumers can't even reach a supervisor to complain. I asked the Sears person if they'd compensate me for taking a half day off work to wait on them (not expecting they would), and she said I'd have to talk with the Customer Service people after the appointment. Ha!

So they won't be in for 2 weeks. Fine. Two weeks go by, no appliances and no phone call. Called Sears again. Backordered again. It's going to be another week. I want my other 2 appliances now or Sears can credit my credit card. Come get the fridge and stove that I did get and I will buy appliances somewhere else. You would think Sears would at least get me someone else's stuff. In this economy today, not everyone is buying $4000 worth of appliances. I would at least like some kind of in-store credit or extended warranty for my trouble. Even an apology from the manufacturer would be nice.

In the mean time, another man started the process and said the phone number. I said, “How are you doing today?” He did not respond. Again, I said, “How are you doing?” He said okay. Now remember, no one was in the store when we walked in. I said, “I bet you are glad you are working today because it was so hot.” The response was, “I would rather be home with family.” I said, “Well, it looks very slow and you have two other men. Why do you not just go home?” He said, “How can I do that when I have the key to lock up?” The younger kid that finished us up had zero personality. I said something like, “You can converse and smile once in a while.” He replied, “I cannot do two things at once, ringing me up and talking to you.” We left. What awful customer service!

We ended up needing a new lawn mower. Like I said, I have always bought Sears. We went to Home depot and bought a Toro. The guy was a true salesperson. He sold us, and before I knew it, the lawnmower was in our truck. I am so glad you opened the new store in Cameron Park, CA. What nice people! John was his name. Also, when I had my problem getting my money back, another great employee is a great asset to your company. He is Mike. Call him and act like you are a customer. You will be very impressed.

I have more problem. I bought 3 spark plugs and 2 air filters before our lawnmower died. One new spark plug and one new air filter like a week old is in that lawnmower. How do I get my money back? And do I have to ship back because I bought them thru 800 number? Will you please send me a postage paid envelope?

The ice maker is still not working and I called several times to make an appointment to have someone come out again. Sears replied that they could not (would) make an appointment since the service man had not turned in his paper work. All I want is an appointment to get my ice maker repaired and whether or not his paper work in in should not make a difference especially since I am still under warranty until 3/2010. This is the first time I am complaining about Sears but I have had problems with them before. This may not be a major complaint but paying for a warranty and not having the work completed professionally should be reported.

I am having to take a 4th half day off work and have $420 invested in this and it should never have come to that. All totaled - I have approx $1000 in case and time invested in something that should have cost me nothing

called service. now they said they would not be able to be back till the following Monday, July 16, (over 7 days to wait). came back sauder the line. (Husband took the a/m off). Now three days later, the coolant was out again. Now again we had to wait another 4 days for service. This went on for five (5) additional calls for the same thing. Yesterday, the original service man came in and was appalled with the *** work the other repairmen did (every time there was a different person), went and made a phone call and said he would be back today (early) with a new compressor and a new line.

Well my husband took another day off. The service man called and said he was running late. At noon time, my husband called Chicago. They called someone and said they would be at our house around 2pm. Near to 2pm, someone called and asked where third Street was! Between second and fourth, I would think! Needless to say, this was not the original repair man that said he would be back to fix the unit "right."

Our time is just as expensive as Sears. We have been a long time Sears customer and for the 50 years my entire family have purchased Sears appliances. What has happened to the Sears we used to know and trust? They are going to pot! Also, I hate the fact that I have to talk to somebody from "Istanbul" or some god forsaken place when I call. I can't understand a word they say and when I ask for a supervisor they will not forward my call. I am stuck talking to them. My husband is a diabetic and his medication must be kept refrigerated. That didn't matter to anyone.

I'm supposed to get windows installed on August 13 but until then I have to live without windows in my kitchen. There are two pieces of old thin plywood on to cover the big window opening but they are easy to remove and easy to brake into my house. I can't leave my house for 2 weeks because of this unsecure situation and I had to cancel most of my plans including camping out. Moreover, the contractor, the Sears sales person sent me, was an under-the-table contractor. After finishing his job (to widen the window opening), he asked me to pay $750 by cash and I asked him to pay by check, but he told me that that is his second job and under-the-table job. I had to go to bank with him and pay that by cash. I asked him to give me a receipt but of course, he can't because that was his under-the-table job. He gave me his business flyer and I finally knew his name, Bill ** (CA Lic. **).

I talked to Sears sales manager (Rigo **) about his worker (Robert **) sent me an under-the-table contractor and Sears broke the promise. The manager was supposed to talk to a general manager and call me back, but I don't hear anything (I left message few times). I think they are trying to hush up the scandal for their employee (sales person).

This is what I am very mad about. Once Sears promised me to install windows on July 30 and I took 2 days off from work to prepare (move furniture away from windows and widen the window width) and they broke the promise. I had to change all my plans because of the unsecured opening in the kitchen. Sears sales person sent me an under-the-table contractor (scary looking big guy) who asked me to pay cash and had to go to bank with him.

I asked the project coordinator how sure they get my windows on August 13, they not 100% sure. I think I have a right to claim some compensation for my inconvenience and emotional shock. I learned that paying extra money for their "brand name" is just wasting money. I should go with a local window company.

I called Sears Home Improvement and spoke with an Alex ** about my problem with the cabinets, He told me to fax my receipts showing I purchased the home improvement and the warranty. I faxed all. After a week, I called. On March 23, 2010, I got his mail box. I called again on 3-24-10 and spoke with Alex, and was told he did not receive the fax from me. At this time, I told him I would refax them and I told him I would mail him a copy. After I hung up, I faxed the information to him two times and then called him back to see if he received them this time. He told me he did. He told me that he needed to send someone out to do an inspection and I had to pay $70 for this. The inspection was set up for 4/13/10.

The inspection was made on 4/13/10 and I was informed by the inspector that all my doors needed to be replaced. The reason is that the glue that Sears used back in 2001 was defective. It did not hold and Sears does not use that glue now. He took photos of the doors and took one of my doors with him to match the color (white). I gave him a check for the inspection. After a few weeks now (May), Alex called me and told me he had the inspection report and they were trying to match up the color laminate and that Sears would only cover 30% of the cost because it was in its 9th year of warranty.

I called Alex on the following dates and got his mail box each time: 6/4/10, 6/8/10, 6/9/10, 6/10/10 and 6/1010. I called Sears Home Improvement’s main number and spoke with the person who answered and explained everything I had done. I was informed that Alex no longer worked there and that Laura was now handling my case. I spoke with Laura and went thru everything again. She informed me that she did not have the inspection report yet and could not give me any information as of yet until she received it. I told her what Alex stated and she again told me she did not have the report back from the people that did the inspection.

After two weeks of me calling, I told again that a Shenice** would be handling my case. When I spoke with her, she told me they received the inspection report and were trying to match the color laminate. Now in June 2010, I received calls from Shenice telling me they are still trying to match color. Now in July 2010, I received a call from Alex who informed me that he was back handling my case and they are trying to match up the color (white) with a different vender. I told him that I paid to have the inspection done and have not received a copy of the report and that I would like to receive one. He told me he would send out one. I called back in middle of July and spoke again with Alex. I told him I wanted my kitchen door back and I also told him that I did not receive my inspection report. He told me he would try and find my door and send it back. They had a match for the color and would send me out a proposal for my approval. I had to call again a couple of weeks later, and again I was told the same thing from Alex. I did not get my door back until July 29th, with no inspection report, or proposal.

I called Alex again on 8/05/2010. He told me all reports were sent with the door. I told him they were not. He said he would send them to me again. I should get them on Monday the 9th or Tuesday the 10th.

This is a rip-off. I checked with my friends and they all got $50 Sears cash back instead of $50 Master Card cash back.

That evening, I ran the dishwasher, and it did not function. I called Sears, and they told me I needed to call the contractor (sub-contractor Champion). He rudely told me it wasn't his problem and I should call Sears and get a new dishwasher as it might be condemned. I asked how he would know that as perhaps he should come take a look in the event it was installed improperly. He said no!

I then called the manager of the (Granite Run) Media Sears, and after listening, said she would get me a new one and someone would be in touch. In the meantime, I placed a call to the 800 number. Two days later, a Sears serviceman arrived. The first intelligent person I have encountered said the dishwasher was installed improperly and running it could cause damage to my pipes. He processed a report and told me to call the 800 number.

Additionally, the new fridge delivered the same day was not working; it is not cold. And so I will take another day off from work to wait for a repairman for that tomorrow. (Oh, and this guy can't help me with the dishwasher I am told!) 17 days with two new appliances from Sears--neither are working, and there has yet to be resolve or any kind of customer service whatsoever! Do not recommend Sears!

On July 30, I received a computerized phone call, which then connected me to someone in India, who informed me that the fridge would not be delivered until Aug 3. I wasn't happy but I accepted it. Then, on Aug 1, I received another computerized phone call informing me that my fridge wouldn't be there until the 10th. I was furious at that point, and canceled the order facing the prospect of 2 weeks with no fridge. The rep made no attempt whatsoever to keep me as a customer by offering me a different fridge which could have been on time, a discount, free delivery, nada. They just put me on hold for 10 minutes while they canceled it.

I called the Sears.com corporate phone# to file a complaint, and I ended up spending 30 minutes on the phone, most of it on hold. A representative tried to "help" me by offering me a different fridge which cost over $100 more, but which also couldn't have been delivered for at least 10 days. I ended up ordering a Frigidaire from Lowes, and it was in my kitchen in less than 24 hours. When they called me to schedule my free delivery, it was an American human being, not a computer.

Years ago, I had to pay the first time Bernie came an excess of $160. I can't quite remember at this moment the exact amount. This time I had to pay about the same but was reimbursed 100% for what was done this time. If I had found the information years ago, I probably would not have had to pay then. If it is not too late, I would like that money credited also or I am still not a happy customer. I was told this water heater is covered for at least 10 years by a Sears salesman. I would like that to be true. I do not like to be lied to. I have all receipts that are necessary to be able to track which store I bought from. Please contact me as soon as possible with a response. Again, I thought the way it was handled this time should have been made aware to me last time. My service tech and customer service tech we're very helpful. Thank you.

I don't understand what the problem is. I don't live in a bad neighborhood. I bought the A/C from Sears. I don't know yet, but I think the charges have already been put on my Sears card. I'm thinking about calling my local TV station and let people know just how incompetent Sears service is. I am in need of a new range and was going to Sears to purchase it. Now, I don't know.

When I got home and unloaded the dehumidifier, I discovered a huge dent in the side. The side that had been deliberately turned away from me as it was loaded. It had not fallen over. There was nothing in my truck that protruded out to put a huge dent in the side. I had not slammed on my brakes at anytime going home. I did not call them back. I prefer to look someone in the eye as they try to lie to me. The plastic back had been replaced and the new back was deformed in order to fit the warped frame. I concluded that the force of the blow that it took to put such a dent in the side would have completely shattered the back, so they forced a new back onto the warped frame. It is called physics!

I returned the dehumidifier on July 20, 2010; the day I was told the BBQ would be received. I talked to the manager and asked first, if she could check on their computer to see if any remarks had been made in regard to the condition my dehumidifier had arrived. She would not even look at the record on the computer and said she had not been there to observe the condition the humidifier had arrived. She finally grudgingly agreed to take back the dehumidifier and see if a cover could be found.

On July 31st, 2010, I decided to see if the dehumidifier had been returned, since I had not gotten a call back and the humidity in my house was reading 88%. Both BBQ and dehumidifier were in. I picked up both and decided not to open the BBQ until I was sure the dehumidifier was fixed. I ran it until full and it shut off automatically, but I was not able to easily empty the bucket. After I was able to pry it out of the housing I noticed it was not the original bucket. It was a replacement and was not constructed in the same way as the original.

I reset the unit and got up this morning [8/2/2010] to a still-running unit and water all over my wood floor. This unit had never overflowed until it had been "Fixed.” I carried both the dehumidifier & BBQ back to SEARS in Murray to ask for a complete replacement of the unit. [Like they'd agree to that] And to return the unopened BBQ because I had had it with any and all products from SEARS! I was informed that I had to have my receipt to return the BBQ in order to get my money back. As of this writing I cannot locate the receipt but I have requested a copy of the receipt via my credit card, it may take 35 days, but it will be worth it to march it again and plop that unopened box down on their counter and get my money back. [I thought back to the day I would have gotten the receipt and decided I was so spitting mad after discovering the dent in the dehumidifier that I slapped the receipt down in anger and have no idea where it is at the moment. ]

The dehumidifier is not going to be replaced [no surprise there], but is to be run to see if it behaves in their store. Oh and the manager very generously offered to return the old bucket. She has no idea why a new bucket with a flawed design was put into my unit, but she still has the old one. The young man [a different one from earlier] decided to pull out the bucket this morning when I complained of the overflow and [shock] couldn't get the bucket out of the unit without applying some muscle to pry it loose. Oh, and to top it off, this morning as I tipped the unit to make sure all the excess water was out of the unit I noticed one of the screws on the back was missing and at least two of screws which hold on the frame were misaligned as they were screwed it, likely stripping the screws. Also, the electrical cord has a flange that allows it to be properly aligned and fixed along the frame of the unit -- it wasn't!

They don't mind because they get paid by the hour. They are all courteous but trapped in a Sears support system that doesn't exist. My latest episode, the link that hold the front part of my undercarriage broke. I called and talked to a tech, familiar with the tractor and the part. He said the tech would be out in 5 days with the part. The tech showed up, no part and I phoned it in. He had the P/N on his order sheet but said, “I don't have that part on my truck”. Duh!

So, he contacted his supervisor and claimed. I have a receipt that stated it would be ordered and a 2-day delivery is what I should expect. The part was discussed last Wednesday, July 28 and was finally ordered on Thursday by regular ground UPS. Today is Monday, I called the service center, they apologized (they are good at that) and gave me the tracking number and said I should have the part tomorrow, Tuesday, which is 6 days after it was noted.

It never gets any better, two trucks had that part on it, but no one bothered to organize that truck to come to my house. There is no standard core of supplies that each truck carries, they are all different and they never have the blades for my tractor and you have sold tons of those. I could keep rambling on, but I think you get the point.

The freezer stopped freezing soon after that. All my food spoiled as it was already thawed when I noted it was not freezing). The salesperson gave me a number and said I should call ASAP and have maintenance check performed and then have another performed later in the year. I called and made the appointment-Saturday 8/1/10 between 1&5p. At 12pm a man called and stated he was scheduled to come but wanted to know if I had had any problems with the freezer. I explained what had happened and said I just needed to know if I had done anything wrong when I placed the tray under the freezer to cause a problem, I didn't want to repeat it. He said I needed a repair. I repeatedly told him that I did not and that the freezer was working just fine. His phone was breaking up and I finally hung up because I could no longer hear him at all.

I tried to call him back, but the phone was busy. Someone named Dionne called. Stated he was trying to find out what was wrong with the freezer. I repeated the same story. I asked what the problem was. I paid for and requested a maintenance check but the technician wanted me to diagnose what the problems may be and he was not at my residence as he should be to see the freezer for himself. Dionne stated I had told the technician the freezer needed repairs. I told Dionne that was not true and asked again what the problem was. He just kept telling me that evidently there was a problem with the freezer as I related to the technician on the phone. I yelled at Dionne and said I only needed a maintenance check and that they were taking my off day for this foolishness. Dionne placed me on hold several times for him to talk to the technician.

Each time he came back to the phone telling me that I was supposed to have told the tech. there was a repair needed for the freezer. I became irate and yelled at Dionne and he said he was enjoying talking to me. I explained that this was no joke to me and I didn't know how he would enjoy being yelled at about not meeting my needs for service and taking my Saturday. He said the technician was not coming. I asked why. He stated the supervisor and the tech. had decided that I needed a repair so he would schedule me for repair if I wanted, but no maintenance would be done today. I yelled and repeated all the inconveniences this had made to my off day and again stated that I didn't need a repair but a maintenance check. He said he could not schedule a maintenance check. I hung up.

I called 1-800 and explained what had happened to the person (Kathy) that answered. She listened and stated I should hold on as she was going to transfer me to someone who could help me. I waited for 53 mins. And then called the same number on another phone. I couldn't speak to Kathy but Brooklyn listened and then transferred me to Barbara. Barbara listened and then asked what she could do for me today. I explained that I needed a maintenance check and the tech. had refused to come to my house. Barbara told me that I had been abusive to the tech who was to come and he had documented that I had refused a repair. I never yelled at the tech. who was supposed to come to the house.

I did refuse a repair and continued to tell them I was scheduled for a maintenance check and wanted just that. She said she would schedule it. I told her it was already scheduled between 1 & 5p today and I wanted it at that time. (It is now afar 2p) She said they would not be able to come on the same day and I refused to have her schedule it for me at this time. As I explained to Barbara, I was never irate to the tech scheduled to come to the house. I only yelled at the person Dionne on the phone when he continued to restate the need for a repair as stated by the first technician. Dionne kept putting me on hold as he talked to someone else, I assumed was the scheduled tech. Dionne did not feel threatened or upset by my behavior as evidenced by his comment that he was "enjoying talking to you". I am a 61 year old woman with hypertension, heart trouble, diabetes, and a nervous condition.

I did not need to "schedule" to go through this experience. I just paid dearly for this service and the one time I choose to use it, I'm met with this kind of confusion and disregard. I know that the service contracts are not worth what we pay for them but at my age and in my financial condition, I thought it would be beneficial in the end. Not one person I spoke to was willing to fulfill their responsibility to me. Barbara and Dionne wanted to schedule a repair for me even though I continued to state that I did not need a repair but wanted a maintenance check.

I requested from Barbara and from Kathy just to help me get my maintenance check I was scheduled for in the first place. I missed a day of work at my part-time job, spent 2 hours on the phone and then time on the computer writing this stuff. I ruined my day off and increased by BP and got an awful headache for my efforts. I'm already trying my best to keep everything together- sending my granddaughter to college, keeping the cars running and trying to repair and pay for an old house that was supposed to be repaired when I purchased it. I realize it isn't such a big deal; it's just too much for me.

I was irate and asked to speak to a supervisor who in turn told me there was nothing he could do for me. This is a terrible way to handle a business and I will never buy from or use Sears for repair ever again. I got off the phone with them and called Appliance RX and they are on their way. Sears has lost all of mine, my family's and my friend's business as far as I'm concerned. I will make sure to let everyone know about this terrible customer service.

When I asked to speak to a supervisor, she would not transfer me and continued her song and dance. She never allowed me to speak to someone else even though she put me on hold for 5 to 8 minutes and never gave me another person or place to call. She said her name was Audrey, but I'm sure that changes from day to day. I am very frustrated with the lack of concern for the consumer. The service call would be $129.00 and I have no idea how costly the parts would be. All I know is that I really shouldn't have to pay for something that was faulty to begin with.

Instead of apologizing, all I received was a lecture that the price in the computer was the correct price and that as a result of my trouble, he was going to give it to me at the $159 price even though it should be $169. I need to make it clear that at no point did I ever ask for anything except an apology, which Mr. Bill ** finally extended, albeit insincere. While I did not feel he was directing his comments towards me, he made the statement that customers change signs around—even though the posted price had the most current date. Seldom do I recall receiving such rude and uncaring treatment in a store, especially from Mr. Coy **. While I do not believe this indicative of the attitude at Sears, I find this troubling. After receiving this treatment from two management employees, I also am left to wonder if this is the culture in this particular store.

The part was mailed to our home in about three days. During this time, NJ was going through our first major heat wave of the summer. We had to endure nine days of stifling and extreme heat before we could get another technician to come to the house and actually install the unit even though the part was sitting in our home! Sears cancelled one appointment the night before at 6:40 pm! We then had to wait another three days before the part was able to be installed. During this time we explained to Sears that we have someone living in the home that is sensitive to heat issues and this is an emergency.

Since the new compressor has been installed, the air conditioning unit has not worked the same. The unit is not cooling the house as it was before the first technician came to the house. We have had several technicians come to the house and explain that nothing is wrong with the unit which is not the case. Sears has cancelled numerous appointments last minute and this has caused issues with my job since I need to be at the house for the appointments. I begged to get Saturday appointments and I was told that I was not in the designated area for Saturday appointments. I tried to speak to various managers and they would not tell me what areas are listed for Saturday appointments. I believe the reason that they would not tell me what locations have Saturday service is because those areas happen to be in more desirable areas. This seems to me to be suspiciously discriminatory in their practices.

We have been customers of Sears for over 25 years and I believe that we have been treated extremely unfairly and they are continuing to breach the maintenance agreement contract. The unit is not working properly and the technicians coming out the house either cannot fix the problem or will not fix the problem. We are going through our seventh heat wave of the season and we need our unit to work or it needs to be replaced under the guidelines of the contract. We have an elderly person living in the home that cannot be subject to extreme heat. We have explained this to Sears many times and still no consideration. The elderly person in question is at home throughout the day and therefore suffers directly any time the unit is not operating correctly.

Nobody knows what they are doing. The appliances are a piece of garbage. We thought that we were buying good products, but apparently not! The amount of money that we spent on repairs could have already gotten another brand of appliances for the whole house! The service is horrible, they haven't been used for a year yet. There is no reason this should be happening! I hope there is something that can be done! All the repairs have been the product, not error on our part! Then, they aren't fixed even when they leave! I'll never go to Sears again!

Meanwhile, the unit is in the middle of my kitchen. The ice is unusable (we have heat wave here) and the fridge and freezer are unreliable. I’m a senior on S.S. and this bill is very costly for almost a new item. I called "customer solution". After 1/2 an hour and 2 different persons, I was offered $65.00 off the repair (in which the part hasn’t come in yet). I think Sears should cover this repair for a very long time customer. Can you help me? Please forward this or give me a name/number to appeal this to.

Exactly 1 month day later on 6/29/2011, the same thing happened, a technician came out again & said we need freon again, added freon & said that should take care of it.

On 7/8/2011, I called Sears Service dept. because the a/c froze up again. They sent out a work order to Quality Cooling who came back yet a 3rd time, now saying that I need another return vent downstairs. Quality came back the following Monday, 7/12/2011, and installed the return vent. In the meantime, I had been making calls to the district Managers of the heating & cooling department from Sears, Crag ** and Andrew **. Eventually, they returned my calls and promised they would handle this problem & follow up.

Well, on 7/20/2011, the same thing happened, I called Sears service who again sent a work order to Quality Cooling who in turn called the next day, 7/21/2011 and came the same day to assess the problem. In the meantime I had been calling Mr. Craig ** & Mr. Andrew ** several times who have not returned my calls. I feel that Sears should be a bit more aggressive in this situation since they are the ones getting paid by me.

My complaint is strictly against Sears since they don't seem to be handling the situation properly. I am very disappointed in Sears and I will never use them for anything ever again. Very poor customer satisfaction! A 3-month old unit has been serviced 4 times and they still can't find a problem. Usually, on the hottest days, I don't have a/c which is a problem because I have my daughter who has a heart condition. This doesn't make breathing any easier for her. Another reason is that this cannot be good for the a/c unit to freeze up so often especially since I just paid $5,000 for it and I have only been able to use it half the time.

This year I started using it and the rattling is still there. I already had it looked at once this year. To be exact, it was looked at today, 7/20/2010, and I was told it could not be fixed. I have to live with the noise. Sears is very irresponsible in this matter. They have walked around this problem and I paid 400 dollars including the extended warranty which to me is useless. I want this matter resolved because Sears is not living up to their agreement. It's a shame they sell products in this manner. How can we ever buy another product from this company when they act this way? They are stalling this problem so that my warranty runs out.

The Friday before my appointment, I received an electronic message from Sears. It was only a partial message (as if the recorded message started before my phone's recording feature had started). I couldn't make out the message, but it did leave a phone number, so I called. I was informed that my appointment would need to be rescheduled because the technician was overbooked for the following day. I argued that I had waited weeks for the appointment, so I should not have to be the one to be rescheduled if they had screwed up the bookings. They couldn't care less. I could have an appointment the following Friday. I would have to miss a day of work! If i had wanted to have an appointment during a weekday, I wouldn't have waited weeks for my initial appointment.

Friday, June 4, 2010, came and the tech arrived. He was personable and friendly. He informed me the problem was with the TV (not the cable) and he would need to order a part and then schedule another appointment to return with a second tech (because my TV is large and was mounted on the wall) to replace the part. He returned on Saturday, June 12, 2010.The part was installed and worked for the rest of the day, but the TV reception was worse the following day. My TV now looked like a piece of colorful art. All I had was a big plaid rectangle of lights.

I called and was rescheduled for June 26, 2010. I told them there was no need for a tech to come out again, he knew what the problem was, he just had to obviously order a different part. They insisted he had to come out. On June 26, 2010 the tech came out and sure enough, it was the same problem as before, and he had to order another part. He would then have to return with a second tech to install the new part when it arrived. He showed me his schedule of available appointments, and he didn't have anything open for 2 more weeks.

I now had an appointment for July 10, 2010. On the night before my scheduled appointment, (July 9, 2010), I received a phone call from a female from Sears who said she wanted to help me to reschedule my appointment. I said "thanks, but my appointment is tomorrow and I don't need to reschedule it". She said the tech was overbooked for the following day, and I would need to reschedule. I said it was not acceptable. This process had been going on for 2 months. I needed the tech out the following day as I had been scheduled. She said she would speak to her manager and call back.

Surprise! She did not call back. The next day, I received a phone call in which I was told (Norma) that she wanted to help me reschedule my appointment. I said I had already been through that with someone who had called the night before. Since I had not received a return call from a "manager", it should already be taken care of. She said she would check into it. Surprise! No call back! My appointment was to have been between 8am and 12nn. Shortly after noon, I called the (800) 4my-home number. A female answered the phone. I couldn't understand her. I asked her name, and still couldn't understand what she said. I told her I was sorry but still couldn't understand her and that I would like to speak to Norma. She hung up on me.

I called back. I was told by the person who answered the phone that the next Saturday appointment I could have was July 24, 2010. I was infuriated! I asked to speak to a manager. I was transferred to a technician who informed me that the part ordered for my TV had just been authorized and would ship the following Monday. It would then take approximately 5-7 days for it to arrive. I said that was ridiculous. The tech had ordered the part when he was in my home two weeks earlier. The tech on the phone didn't know about that, but the request had just been approved. I said "fine, but it was supposed to have been ordered as an emergency - surely that wouldn't take 5-7 days. Where was it coming from, Japan? “The tech said oh-yeah, it should be here in about 3 days. I then stated I needed an appointment for the following Saturday for the installation.

I was placed on hold and after several minutes a woman by the name of Gabby came on the phone. (Curiously, that wasn't the name she gave me originally.) "Gabby" said she was with the customer escalation department and wanted to help me reschedule my appointment. I said fine, I want an appt for next Saturday, July 17, 2010. This went on for several more minutes. Now all of a sudden the problem wasn't that the tech was overbooked, the problem was that the part hadn't even been shipped yet.

I asked to speak to a manager - again. Gabby informed me that the manager would simply tell me the same thing she was telling me. I insisted on speaking to a manager. Gabby asked me to hold. Ten minutes later (I wasn't about to hang up), Gabby came on the line and informed me that a manager still wasn't available, she was sorry about all the problems I was having, and was authorized to offer me a $50 gift certificate. I said "thank you, but with all these problems, I don't believe I'll be shopping Sears again anytime soon. I just want my TV fixed. “She said she had to write everything down before she could connect me with Shawntae, she placed me on hold again.

After many more minutes Gabby came back on the phone and said she could connect me to a manager if I still wanted, but if I did, I would not be able to have the $50 gift certificate she had offered me. I said "Gabby let me make it very clear that I understand your thinly veiled threat, I do not want your $50 gift certificate. I want my TV fixed. "

After a longer delay, a female who claimed her name was Shawntae came on the phone. I asked her what her title was. She said she was the manager on duty and asked what the problem was. Really? After talking to just about everyone there and having been on the phone for 1 hour and 18 minutes she didn't know what the problem was? I repeated the entire sorted tale. She said, my agent has already told you, the earliest Saturday appt you can have is July 24th. I said yes that is what the agent said, but you are the manager, you can make it happen.

This extremely arrogant and sarcastic woman simply repeated, "my agent already told you, the next apartment you can have is July 24th.” I asked to speak to a different manager, perhaps her manager. She claimed to be the manager; she represented the Sears Corp office. I told her I sincerely doubted she was the only manager for the entire corporate office and that I would like to speak to someone else. She told me I was welcome to call back at the same number and speak to one of her agents who would tell me the same thing. She said there was nothing else she could do for me, she didn't want to waste either of our time.

Dehumidifier was purchased in 2004 with a 5-year MPA for $199.00. Several technicians visited 3 times this year to replace 7 major components for a total spent in repairs to date since August 10, 2009 was $724.57. An additional $200 dollars was estimated to complete the repair. Sears will spend close to $1,000 to repair a $199 dehumidifier.

Here are the customers concerns: The unit shut down on August 10. The basement humidity is 68%. The 1st repair was to replace 2 PC boards, capacitor and fan motor. The unit ran for 2 weeks. There was no performance seen in removing humidity until August 28. The technician returns to replace Humidistat. The basement humidity is now at 72%. The technician found more problems. There was no refrigerant in the system. There were leaking coils and the parts on order were not due until early October. The customer placed numerous calls to Sears Customer Solution Center Service unit 7670 but no return calls. The customer has a $20K basement renovation with many wildlife game heads at risk if humidity is not removed. The last call was to a Corporate Customer relations but still no success.

I would like to know why Sears would spend close to $1,000.00 to repair a $200 unit. Why does Sears continue to tell me that I need to see 4 product failures in 1 year for a replacement where I have had 3 calls to my house replacing over 7 components, 5 of which are major? Why Sears does not value the potential loss to my basement should mold and mildew occur in my prized animal hides, rugs and walls valued well over $30k? To date, Sears has not been able to provide me with a plan to get this humidifier running. I have parts on back order until early October. This means that I will be sitting in a 72%+ humid basement for 2 months while Sears continues to tell me about this MPA that I believe I have met the requirements for a replacement unit for. Please tell me there is someone in your company who cares about me!

They threatened that if I walked out of store because of dissatisfaction, they were going to throw vacuum in the trash. This is bad customer service and if this is how Sears operates, I will not ever do business again or buy any thing from Sears. So what it comes down to is, if you want to provide bad customer service, disrespect your customers, then that's okay but do not expect unhappy customers to ever come back to have to deal with a poor management team either.

I am a single mother of a severely disabled child. I have explained this to Sears and they still do not even fix the unit that they sold me.

Don't waste your time or money. We have a Sears protection plan, it is Thursday and no one can come out until next Wednesday! Don't waste your money on a protection plan. We are going to lose all our food, again. Oh yeah, they give you $250 to replace it.

No one contacted me so I called Sears Parts Direct customer service on July 15 and was then told that the part was no longer available. First, their parts ordering system should have flagged this at the time I order the part. Second, someone should have contacted me. Third, what are owners of Sears product supposed to do if they can't get replacement for a defect part for a product that is not that old? Sears now expects me to spent 2 - 3 hundred dollars to replace a vacuum for lack of a $2 part.

I had to call and they said I am now reset for yet another week, the 22nd. I will never buy from Samsung, or deal with Sears again. I used to buy everything, and spent thousands through the years. All done. Its sad to have companies give you the run around, even when you have warranty. I am not happy. With, Sears, who promised me that each time the TV was repaired, I was to get a 20 percent coupon. I did not get a single one!

Thanks Sears and Samsung, I get it. You don't want me as a customer. Done. Your actions speak for you. Some of the customer service people by the way, through this ordeal, were rude and short. Frankly, I don't need that either. I am not done with this. I will write to TV stations, and let others know just how Samsung and Sears give you the run around. There should not have been 4 repairs in 2 months. I still am not sure it works.

No one really wants to stand up and accept responsibility. Anyhow, where does that leave us? We basically have one of Maytag’s products that are less then 3 months old sitting in our kitchen that is not even plugged in. An Update: 07/15/2010.It’s now been two weeks. No part, no refrigerator. This is joke! Do not buy a Whirlpool/Maytag appliance! They truly are junk.

Never again. I am stuck with a problematic washer, dryer, and refrigerator, because Sears' policy is: You buy it, and you're stuck. Not our problem!

July the 7Th came and the repair man did not show up; my wife lost a day's pay and all we can get is something happened and the repair man had a family emergency. Well we called and now they want us to wait until July the 26Th and even offered August the 2nd. How stupid to offer you a later date as if it would make it easier for you.

We are so far behind on laundry and my wife works full time and goes to school. We have children and work so hard and paid for a warrant that so far is a joke. I am starting on an e-mail to pass around so everyone I know will not have to go through the bull crap we are still fighting to get done and that we paid for. I would have been better off to pay a repairman and not have to deal with liars and the stress off missing work and working harder after work.

This big company only cares about selling the merchandise and a warranty and then gives you the run around. I will never under any circumstance buy anything from Sears again. If your repairman misses an appointment, you're supposedly getting moved to the last so you don't mess up his schedule. What about mine and my wife's. I believe they lied and I have caught them in lies.

It stopped spinning and they have made money and don't care about the costumer. It has made me and my wife's schedule even harder and the stress from it does not help any.

After one month, I called to inquire as to my replacement, I was told that I had to return the phone by UPS, which I did. After three, I called again and was told that the claim had gone through and that I would receive the gift card in about ten days. Two months later I have received it. From the first of April to the 6th of July, I still have not receive anything. Why did I pay for a purchase Plan if they were not going to honor it. Thanks in advance for your help.

I guess what bothers me the most is that Sears doesn't care that most people have to take time off from work to wait at home. What started as a 1/2 day off work turned into a full day missed and an upset boss, because you never make it in. I realized that things happen, calls take longer than expected, etc. But I never received a phone call and never received an apology. It just made me realized that I don't want to spend my hard-earned money on Sears ever again.

Well, the next technician was more friendly, and I asked him whether he can do the job. He said he can. Well, another week later, Sears called and told me they can't do the job. Say what?! After one whole month, they told me they can't do the job! What a bunch of lazy bums! My home is new and there was nothing wrong. A whole month was wasted for nothing with Sears! I recommend to everyone never to do business with Sears when it comes to any home work what so ever. They're stupid and lazy! I had to dig out my old window AC unit to cool my home. I thought I can get the new AC installed before summer. Instead, summer came, forcing me to put up the old AC. Sears wasted my time.

The first tech (March 24) blamed the rotting on the weather strip tears and only saw the small square of rotting wood at the bottom of the part of the door meets when it closes, which had small tears from a miniature poodle. i disagreed with his assessment and asked for another tech to come out. The second tech came out (April 2) and agreed with the first tech's assessment. I still did not agree with them. Dan said it would cost $100 to fix because the labor warranty had expired (find out later it expired, then he changed the cost to $50). I told Dan I would call him back after I talked to my husband who is stationed in Iraq.

I went out to check the door myself because how can that much water get into the corner of the door to trickle down and cause this much damage. This is the second time the dog made tears in the strip and we did not have any damage to the door the first time. I let Dan know I was willing to pay for the cost to repair the weather strip the dog tore but not the rest, because I feel this did not cause the rotting wood. I went outside and examined the door and found that the caulk joining the metal framing was not holding the two pieces together. There is a gap and there is plenty of room for water to settle in this area.

I pushed on the frame and it is soft to the touch, so I called the repair center and explained this to Mike then again to Dan and I stated I wanted someone to come out to check the door because I felt this was the cause of the water damage. Dan was reluctant but sent the third tech out(April 30). Tech 3 took 30 seconds and announced that the rotting came from the weatherstrip tears. I asked if he was going to look at the metal frame and the gap and potentially more rotting.

At first he said he could not see any more damage and I told him I could, had to be persistent to get him to look any further and finally he pulled the frame back and saw a large amount of black rotting wood and said, “This is strange. I wish I had a camera”, I said I have one and took a couple of pics of the damaged wood under the metal frame, and also told him that the metal "instep" was going down under me while I was just standing there and that there were other places on the opposite side of the door that were getting gaps in the caulk too.

He left and said they would get back to me. May 25 was my last call to them before vacation I left a voicemail. When I came back on June 14, there was no message from Sears. I tried to call my case worker-- Salome (1-800- ext 5582) several times throughout this ordeal and have never gotten a call back. I was supposed to have a tech come out today June 24. This was set up by the customer rep after I explained my frustrations, she recommended that a tech come out to make a final determination. It was set up after a no-show appointment on June 25. Dan left a message today, June 24.

They canceled the appointment because it must have been a mistake on the person who set up the appointment and to call and see if I was ready to have the work done and that the weatherstrip was the cause of the damage. To replace the entire door (material and labor) costs $1388, just to replace that side of the door jam $350. I'm telling you this because I don't think anybody quoted you any prices yet, let us know what you what us to do. My problem with this scenario is that I still do not believe that the tears caused any of this damage and I believe there is more damage hiding under the frame that has not been uncovered.

Tech 3 said he could not pull any more of the frame away unless he was cleared to do so and that it may be done to get a final determination. I was so upset after hearing the call today, I did not call back. I feel like I am the one doing the work, I reexamined the door because I felt the job the techs performed was not thorough and I found the other areas that were damaged and the company is still in denial! I forgot to mention that tech 2 did mention they could rehang the door so that the strip on the bottom would not tear again.

This was the 2nd time for this strip to tear. I asked if the door strip (on the floor) could be dropped because they told me it was adjustable but he stated it was already as low as it could get (I had tried to lower it and the screws would not budge--now I know why), he stated rehanging the door might keep the strip from tearing again. The door would hang higher once it was rehung. I have all the dates, times and footnotes on each conversation i have had with Sears since March 19th. I have an entry door that is deteriorating and I have Sears repair company that wants me to take on all responsibility for the damage when clearly there is a bigger problem than small tears in the weatherstrip--there are gaps of caulk where water can seep in and damage the wood.

The door has a lifetime warranty but they are trying to take small tears and place fault here instead of where it should be placed and I have pics of the gaps and of tech 3 exposing the damaged wood under the metal frame. If you look at the door, only a small piece of the weatherstrip is exposed and this is at the corner of the door so how does that much rain enter into this seam? This a strip that is pressed together by the closure of the door. How does any rain enter for that matter? It doesn't and I firmly believe that barely any and very possibly no water makes it through the weatherstrip.

Water falling at an exact angle to get into this seam again, I say not likely. I think the lifetime warranty should cover the door and the labor (I reported it before the expiration--any action taken was prolonged by the absence of good quality service). If work had been done correctly and in a timely manner, I would not have gone beyond the expiration date and I had not gone beyond the expiration date when I made the 1st request on March 19th. The weatherstrip -- the mini poodle did this.

I am 66 years old.i have spent 10 days in 100 degrees, plus.i cancelled my order, only to get threats that there is a 30 charge once it is sent out. They say it was shipped out, but no one knows the whereabouts, if it was shipped at all. This leaves a bad taste on my opinion of Sears. The heat is unbearable but it doesn't seem to bother those with a title, but it bothers the hell out of this old man.

The cost of the Granite counter top was $5,354.00, which according to my tabulations was about $160.00 a square foot. When I figured the cost for each square foot, I was stunned. This calculation was done a little late and I wanted Sears to do it because of all my experience with Sears and getting the best. After Granite installed, I ask Mike** to give me a ball park figure for doing a back splash if I decided to do one. His answer was $700.00. I told him if it would cost approx. $700.00, I would go ahead and do it ask him for a real bid. He said he would work on this.

On 12/29/09, I called Rick **. Rick on vacation, spoke to Danny **. Danny said will FU with Rick when he gets off vacation and he personally call me on 1/5/10. On 1/5/10, Rick ** called and said that he did not remember the situation. He said will look into it and call me back in 20 minutes.

On 1/17/10, still no call from Rick, Danny or Mike. On 1/20/10, I called both Rick and Mike, left both a message to call me. On 1/25/10, still no call from either. I called Rick. He said he will get measurements from Mike and get someone other than Sears to do the Backsplash. They will cut out Sears completely. Also, he said that if Sears does not do the job, they will still install the GFI's.

On 1/26/10, a man named Daniel told me that Rick had ask him to call me and see if he could do the Backsplash. On 1/29/10, I called Daniel and he came by to discuss job. After several calls to Daniel, messages left without response. On 2/19/10, Daniel gave bid which I researched and decided to not go with him and to go with Lowe's.

On 3/19/10, I called Rick ** again about the GFI's. I left him a message. On 3/29/10, I called Rick. He was not in office. I called a 2nd time and he answered. He assured me that the final paperwork had no charge for GFI's. I questioned him as to why it was on my paperwork. He said that the customer does not get the final copy with the final charges. This seemed very strange to me. He did say that with all of the problems that I had that he would send me a $100.00 gift card. He said he will send me an e-mail confirming the gift card and it will be mailed.

As of 5/11/10, I have not heard from Rick, no e-mail and no gift card. I sent an e-mail to Rick with a copy to Daren ** (District General Manager). I got a return call that Rick was out of the office and for me call back in the morning. On 5/12/10, I called Rick as requested. No answer. I left message. As of 5/14/10, still no call from Rick.

Situation regarding Sink Leak: On 6/7/10, I called Rick ** and told him that my sink (new recessed sink installed with new Granite Top) had overflowed. I told him that I did not see how that happened since it should have flowed into other sink when it reached that level. I told him that my Wooden Parquet Floor was damaged that many pieces had buckled up and that I had applied concrete blocks, probably 1,000 pounds of blocks to floor. I kept these blocks on the floor for 1 week, stumbling and scrapping my toes all the while. He said he will have someone come by to seal the sink. He would also get someone to come and look at the wood floor.

On 6/9/10, I got 3 calls from Craftsman and 1 call from Rick stating that they would come in to seal the sink on Friday the 11th of June. I was not at home to get these 3 calls but I did call Rick on 6/10/10. He said they could do 6/11 between 1pm and 5pm. I ask him if I was to call them and let them know that the time was okay and that I would arrange to be home. He told me that he would call them. On 6/11/10, I waited and waited. No one showed up. On 6/14/10, I called Maria and or Laura at Craftsman and ask if Rick had called them to tell them it was okay to come 6/11 as requested. They said Rick had never called them. Sink repaid on 6/16/10 as was scheduled by me.

By 6/22/10, still no call from Rick. I left him a lengthy message that I was upset that there has been such lack of concern on his or Sears’ part regarding all of the lack of return calls and lack of coordination. Mostly, there was lack of his concern for client satisfaction. I have never had to go to such lengths to get a job done and then when there are problems, no concern.

I am truly dissatisfied with the service provided especially since I paid such exorbitant expense. Everyone tells me that I was robbed and taken advantage of. The sink repair man saw the damage done by the leak to the floor. Even though the tile is somewhat down, it is not sealed and never will be even after I went through all of the inconvenience of placing all of the weight on it. I want this floor to be replaced with a new floor. I would appreciate a quick response to this issue or I will take it further. Thanks from a dissatisfied customer and long time customer.

I called Sears and was told my incident #** would be assigned to someone on Monday. I was guaranteed to hear from someone within 3 days. By Friday, I called them and was told they closed my case on Thursday. They never even called me back nor did they come and look at the refrigerator that still sits in my driveway where the fire department put it. I was not asked to add this under warranty, which is what Sears usually does, and I had argued because I thought it was under warranty. I was told I refused to add this under warranty which is not true.