Sears Reviews

We called Sears. They said the tech would be out between 10AM and 2PM on Wednesday. I called Wednesday morning and the computer said he would be out between 10AM and 2PM. At 4PM, no one had showed up. I called Sears, they said they had no record of me and that they did not have our correct phone number. I asked what she had. She said **, I said that was the correct number. She did not make any since at all. I did not argue with her and I just wanted to know what happened. Again she said we will straighten this out "when we get the correct phone number. I asked again what number she had, She said, **".

I asked to speak to her supervisor...that was worse. The super said they had no record of me having a furnace/air unit at all. (Which we have had a MI agreement on for 19 years). Finally got her to find it and she said they very best they could do was June 23rd and nothing better. I asked to speak to someone else, they then transferred me to "Mary" at **. Mary was very nice and professional and tried to find out how I had fallen through the cracks, she finally got us set up for Friday June 18th between 10AM and 2PM, tech. "Mike" came out about noon. I explained what had happened. He checked the power to the unit. It was OK. He checked the unit and found the compressor was bad, has a short in it. When you turn on the A/C it trips the breaker. Back to square one... He did not have the parts and left us with a "Good Luck" and they would try to find the part.

Here it is, Sunday (Father's Day) and still without A/C. This is very poor business from Sears. We have been faithful customers of Sears for over 32 years, We have been carrying a maintenance agreement on this A/C for 19 years. And it is expensive. Help!

We are retired and both of us are on Social Security. I am 79 1/2 years old. I am to be on oxygen all day. I sleep with a CPAP machine with oxygen at night. The weather here has been in the upper 90's for the past 2 weeks, should be 97 tomorrow. I am tired of this non-communication with Sears.

I grabbed a mower box and just going to carry it out to my car parked just outside a nearby exit to then be channeled into MPU confusion on the other side of the store. One zombie-like associate wheeled the mower by me and didn't respond whatsoever when I told him it was mine; no instruction to scan the receipt or wait here or anything, disappeared behind doors and I stand waiting. Then when a different associate shows up, I was very clear in stating to cancel the purchase.

The manager's failure to follow up whatsoever to email reply, providing the sales transaction number from the receipt in response to his request and his statement as to cancel it. The rest is detailed in the complaint. I had to get back home and finish half of lawn left unmowed when the previous Craftsman mower permanently quit with weather threatening. At nearby home supply chain, I walked in and got cart, pulled boxed mower off a stack and onto cart, rolled it over to register and paid, walked out to car and drove home with it. Now, I definitely know the experience. I prefer as a customer 45+ minutes versus less than 10.

Now, I called on June 14; and the appointment they have won't be till June 22 from 1-5pm. I am very pissed off with all the runaround I have gotten from Sears. At the time of purchase, I added insurance of $220. which is really a lot for the service I'm getting. This matter have to be solved. I'm pissed off with the runaround I have been given. If it happens to me, who else is dealing with this problem? This will be my last purchase from Sears. Could someone look into this matter please or call me. There have been days when it had been hot and the fans were not working.

On June 14, 2010, I had the same tech come out to my home to fix the same problem -the dryer cuts off during the drying cycle & the top of the dryer gets hot. The tech again believes the problem is a bad thermostat again & the thermostat is replaced again. I tried to dry a load of laundry after the tech left. The clothes dryer is still cutting off during the drying cycle & the top of the dryer is getting hot.

I called the Sears Repair Center & the Complaints Dept, explaining the situation regarding the dryer. I asked if a tech could be sent out as soon as possible because I am afraid that the dryer could be a fire hazard & I was told by the rep I spoke with that no one could come out to service the dryer again until June 21, 2010.

I also asked about replacing the dryer & I was told that I could not replace the dryer. There had to be 4 or more calls regarding the same problem for replacement, even with the dryer possibly catching on fire.

At 3:00pm the next day, my tenant called me because no one had shown up or called. I called the Sears service dept. They assured me someone was in that area. No one came by the house. For the last 4 days, I've spend calling Sears, only to be put on hold until after 5:00pm, to be transferred 9 (count them, 9) times to different departments, and now my tenant just called me and said Sears just called her and said they have no order or request to go to the house to determine what AC units will work best. It is no wonder that Sears is going down the tubes. They are chock full of people who do not know what they're doing, do not know how to resolve issues, are "drones" when it comes to customer service (i.e., "can I transfer you to") and are entirely inept on not only the customer service level, but also their supervisors and managers (both of whom I also spoke to no avail.)

I called Sears and asked about setting up another service call. I was told that if the problem was something other than what was diagnosed the first time I would have to pay for another service visit - $129. I asked if I would then be refunded for the original misdiagnosis, I was told no. I asked if the cost of the part I had received and it looked like I didn't need would be refunded. I was told no. I was then put on hold for 10 minutes and then disconnected. I compared the new part to the old one and noticed that the new part had a much larger hole for the bolt that connects it to the machine. I called the repairman and asked him if there was another part that slid into the agitator to connect it to the machine.

He said no. I told him I was looking at the part that seemed to be missing on a website. He said there was no such part. I asked him if the agitator I had received could be the wrong part. He said no. He then suggested I call Sears to set up another service call. I told him that I would just order the part I needed myself and take care of it and I thanked him for his time. $239 and missed time from work and the washing machine was not repaired.

My complaint about Sears Home Service is valid and still on-going; it's much too long and exasperating to detail here. I just want everyone out there to know that these folks have such abysmal customer service. There were way too many people handling this complaint. Not counting the 3 different people I spoke with during the problem with scheduling the return visit, there were at least 12 personnel from various departments, 6 of them from Customer Solutions alone! I have had to re-state my complaint too many times. The billing dispute form isn't even accurate in describing my complaint. There is a tremendous lack of cohesion within the Customer Solutions department in Hoffman Estates, IL, as well as at the Chesapeake Service District in Glen Burnie, MD. I will never again shop at Sears or Kmart and will definitely never use Sears Home Service for any reason.

I left when my patience and time was repeatedly abused, after employee walked right by me with it, after I said it’s my mower and it was like I wasn't even there! He disappeared behind swinging doors and no one was there, waiting until someone else finally showed and then had to go behind doors to scan receipt. I told him just to cancel purchase; I'll get it at Lowes. I still have a charge on my credit card and no mower was taken from store. I called back to the store, no one was answering phone. I called again, phone system connected to message queue, which then disconnected before taking message!

I called their store twice again without being able to get through. The person answering didn't recognize store manager's name as left on our answering machine (didn't get clear message at home from what was left as to name, he hurried message so much it was almost unintelligible) and I didn't know what department to tell whomever answered at the time. Last 3 mowers were Craftsman, I bought new non-Craftsman mower from competing business as this matter received extremely poor follow up with customer service.

I checked credit card account and charge still has yet to be cancelled despite providing transaction information to store manager via email, and just now received auto-call from Sears store that merchandise I "ordered" is "ready for pickup". Sears customer service has really gone downhill, repeated calls to store and their national customer service resolution line has failed to resolve this simple matter. I have repeatedly sought cancellation of any charge for this transaction and they seem incapable of actually following through on their statements.

I called the store and was told that unfortunately they cannot help me because the order was placed online and the two entities are completely separate. I was in shock to hear that because I had purposefully stopped at the store and did my shopping there. Now, I was given a phone number for the online services to help me with the problem. This is when the real struggle started. I was transferred between customer service, home delivery and installation for two and a half hours! The installation by the way never answered the phone. So I completely lost my patience after being placed on hold for that long and transferred between six different people to whom I had to explain the entire case all over again.

Finally, I hang up and called the store again. The appliance manager offered to place a call for me. My only request was to have a new working unit delivered by Sears to my home and tested by a professional.This is at least what I believe Sears must do after I had been put in a position to install two not working units myself. Instead when the manager called me back, I was told that I have to uninstall the unit myself again, place it in the box that was provided in an unusable condition and UPS will pick it up in a few days. Once Sears has it back, I will be given a credit and then I can place another order online. I will have to install this third unit myself and there is no guarantee that it will work. My other option is to bring the unit one more time back to the store again on my own then they will place an order for me online.

Now, what is the store there for if the sales people are placing orders online? And where is the store's responsibility for the products sold? If I want to shop online and spend countless hours on the phone with non-existing customer service representatives, I would've done this myself. I specifically wasted my time to travel to the store and make my purchase there so I can have real people to deal with. The only real thing that was done there is the sales percentage that the sales person received for placing the order. As for me, I was not even given the 20% discount that the online is giving you if the order was placed on my own. Guess what, I will receive a free delivery. That's my big "benefit" for having to install two broken air conditioners on my own. This was the worst experience I ever had. I think this is not a way to do business.

I had to contact them again on 6-1-10. I spoke to Stacey again and she is now informing me that the layaway was cancelled on 3-16-10 rather than 4-16-10 and they have no record showing that I made any deposit whatsoever. If I had not made a deposit, I would not have been able to place the item on layaway. My bank statement shows the transaction took place on 2-1-10 and hit my account on 2-3-10. I faxed a copy of that statement to Stacey's attention. I have yet to receive a response from her and I am getting very impatient having to wait for my money that they are claiming not to have. It seems as if they are giving me the runaround as they stated before that the check has already been mailed to me. Now they say that it hasn't. This is my money and I have not received a refund. I am a single parent trying to make ends meet. I can't afford to throw away that amount of money.

I received a call from the Allentown tech on April 25th, informing me that they had just ordered the parts needed for repairs, and it would be another 5 to 7 days before it was repaired and sent back! In the meantime, I had to pay someone $100 out of my only income, Social Security, to cut my grass from April 14th through April 29th, when the mower was returned!

This has me very upset, and it took me some search time to find this site to make a complaint. Sears was of no help! I have always purchased Craftsman products, but I won't ever again after this nightmare. I will never purchase anything through Sears again, nor will I recommend them to anyone. As far as I'm concerned, a brand new item for close to $400 should not have had to have parts replaced or any repairs done before it was even used! This may seem small to someone who has money to waste, but to someone like myself who lives on a fixed income, it's a big thing. Thank you for taking the time to read my complaint, even though I doubt anything will be done to compensate me. I just feel that what happened doesn't say much for Sears or Craftsman's reputation.

I called again the night prior to the scheduled installation as we never received the call advising our two-hour window. Another 30 minutes on hold listening to their recording about how great their service is to finally speak to a customer service rep who, after 10 more minutes of trying to find our order and see when the install would take place, told me they have not assigned this installation and it probably will not happen on Saturday. I asked to speak to a manager and after another 10 minutes talked to a supervisor who apologized and at least was honest to tell me this install is not going to happen but promised me that someone would call me the next day to work this out. He said he was escalating the order to the Central Zone management and I will get a call on Saturday. No call received. Terrible service.

He then asked if he could see where the air outtake is. I showed him where it is located. He said sometimes the filter is placed there. Again no filter. John informed me that Sears failed to install the system correctly and that it should have a filter. I asked John how much would his company charge me to install one. He explained that his company would love to put one in for me; however, since Sears did not have it installed, I should contact Sears and explain to them what happened. Tom thought that Sears should stand behind their customer and rectify the problem.

I called Sears at 800 681 6835. I spoke to a representative and explained to her my situation. She looked up my telephone number and said that I was no longer in their records. She then proceeded to tell me that because I bought it in 2002 and never had it serviced they were not at fault and said nothing would be done about it. I stressed that I never received any information whatsoever from Sears notifying me to have the system serviced. Again she said nothing would be done and suggested that maybe someone stole the filter. I informed her that no one stole it and emphasized that I thought Sears should be responsible for correcting this situation. I then asked to talk to her supervisor. She informed me that he would tell me the same thing that she just did, but she would get him any way.

A short time later a gentleman came on the line stating that his name is Tom and that he is a supervisor. I then gave him my name and again repeated my problem. He too told me that it was not their problem that it was my fault for never having it serviced to begin with. I emphatically explained that I never received any information telling me that this unit needed to be serviced. Tom then said they could put one in for me but I would have to pay for it. I pointed out to him that I should not have to pay for something that I originally paid for when the system was installed. I then informed Tom that my father worked for Sears for 25 years and during that time Sears always stood behind their products as well as the customer. I stated that this obviously is no longer the case. He kept on talking over me and I concluded by informing him that I no longer wished to talk to him and that I would be calling Consumer Affairs.

After this conversation I then called McLaughlin and asked if someone could come out and install a filter for me. When someone did come out they discovered that there was not a sufficient amount of space to put a filter in the way it should be. A filter was installed, however, and had to be placed directly over the opening to the air out take. It does not lay flat down because when the grate was installed covering the air outtake. It wasn't cut correctly and so it is buckling around the corners. McLaughlin then serviced it and I was shown all the debris that was taken from the unit. Two plastic bags were full from all the stuff that had accumulated over the past 8 years. I am very disappointed that Sears treated me this way and I will never do business with Sears again. I retired from AT&T as a manager and one of my responsibilities was a customer service manager. I always tried to do what was right for the customer and always did my best in trying to resolve an issue. Needless to say, this definitely was not the case for Sears.

I have my scanned copy of the ad which shows the two appliances I called about. What a total waste of time it was. Customer service is everything. I'll go somewhere else to shop. I can only get one of the two items Sears publicly advertised unless I pay an additional $130. Adam ** couldn't find the dishwasher on the Sears website; I had to direct him to it. How convenient when you don't want the public to know you aren't "really" selling it. The customer service person hung up on me before I was able to ask about ordering the range only. After this, I'll never order anything from Sears again.

Tech comes out and spends over an hour on machine. Tech says circuit board was bad, with part and service call the bill came to $275. For a machine that is only 3 years old. The tech then informs me he will have to order part. Now, I’m going on two weeks without a dryer. No clothes to wear!

Part comes in. I have to wait for tech and take another day off from work. It turns out first tech was wrong. It's not the front circuit board, which according to the tech is too expensive and deems machine not fixable. He tells me he will credit from first call $139 of the $275 towards a new machine.

So here I am almost three weeks without a dryer, $275 less, and now I still need to go shop for a new machine and wait for delivery. This kind of service and treatment is unacceptable to me. If you can help in any way, I would appreciate it. As of right now, I'm canceling payment on my credit card for service. I will never buy another thing from sears and will bad mouth to anyone and everyone I can.

On April 28, we received a call to state that our microwave was ready for pickup. We told them it was supposed to be delivered with installation. They said they would get back to us. Later that day, a man called to say that there was no issue with the delivery and installation date and that he did not know why the person called about the pickup.

On May 1, the microwave or a phone call never arrived. I contacted Sears to find out what the issue was. They could not give a real answer but promised that they would work on getting a new installation date and call us back later that day. They never called, so I called again the next day. Finally, we were told that they cannot find someone to drive this far for installation (Of course, because they were not smart enough to work with Aurora, Indiana or a close OH service, instead trying out of Indianapolis!).

I contacted again 3 days later. Finally, someone tells me the order was never canceled and I have to wait 3 - 5 more days.

This is extremely poor quality customer service. All we wanted was an answer and they treat us like dirt after spending over $4000 yearly with them. We know that our local Sears can take care of the order for $450 for the same item and installation.

After 4 weeks and at least 5 hours in phone calls, we have received no satisfaction from Sears website and we do not recommend that anyone use this service because the local Sears can do it without issue and for $50 cheaper. They offered us nothing for our inconvenience.

Having wet clothes sitting around is unacceptable. Having to wait weeks for parts is just crazy. I paid $1000 for a machine I can't count on. What a waste of money, time, and emotion. If in market for a machine, run the other way!

I called in a problem with my TV around middle of March. The repair rep that came to my home said for sure 100% the problem with the TV to turn on was because of the cable wires. I had the cable company come to check my cable and I was told that it's not a problem with the cable. I called Sears again and the tech came to my house on April 2nd. I was told he need to order a part for the TV and it should arrive in a week. He also set up an appointment for April 9th. On April 9th I took the day off to wait the tech from Sears to complete the repairs on my TV and of course no one should up and Sears never called to cancel the appointment.

I called Sears and I was told I had to wait; the part was ordered and the part should come in by April 23rd. The part never arrived, so again I called Sears and I was told the part is on back order and Sears is not sure when it will be shipped out but I can call back after 31 days to file a claim. On May 2nd I filed a claim with Sears to have the TV replaced. I was told I have to wait 48 business hours to receive an answer. On Friday, May 7th, I called in and spoke with Jeff the manager. I was told that Karen in the authorization had approved the TV replace and she would call me on Friday, which I never got. Karen calls me on Monday May 10th and informed me that my TV, after all this time, will not be replace. She treated me like I was a criminal and I did not pay Sears for a service.

40 days have passed and I’m still waiting on Sears to repair my TV. I can get anyone to answer the following question. How long Sears have to complete the repair service? I was told that Sears will reply to my claim within 48 business hours. I got a reply after 56 business hours. I will never do business with Sears again. Best Buy, here I come.

They eventually called saying that it was not in stock, and the customer was responsible for cancelling his own order on the website. Unfortunately, the website only allows cancellations before the funds get processed. So I called customer service back and they cancelled the transaction and can be up to a week for the refund to process. So my complaint is several-fold. Why sell something that is not in stock? Why send an email saying that it is ready for pickup when it is not? Why say you will cancel an order when you will not? Why does it take 7 days to reverse a transaction. Other than taking my money for a full week, several gallons of gasoline to pick up an order that does not exist and the time spend on 7 phone calls, the consequences weren't that bad.

I thought this was terrible customer service to say the least. I have her name and store location. Her name is Alice and the store location is #1944. That is all the girl at checkout gave me. She said she is the only Alice there. This was in Jefferson Valley Mall, NY. I am extremely frustrated and to know that Alice could not even come to speak with me after 2 phone calls. This should be an embarrassment to their store. Please contact me as what I should do next.

The plate number of the van is ** and the time was approximately 10:20 am. He is currently in the building and as I have advised the Superintendent, he is going to attempt to find him. All I'm asking is a little courtesy and respect toward our seniors that do their best to get out and do a little walking. Perhaps the driver could be advised of the danger he posed. One day, he too will be aged and unsteady. Sorry, I am unable to supply more detailed information on the Business information, but I hope the license plate will suffice and that the driver will be reprimanded.

They offered me a $50 gift card but could not explain the excessive labor charge. I was asking how much an hour is charged. They could not explain this to me. I mentioned again that I was not given an estimate before the work was completed. I was given a case number and they said they would talk with the technician and get back to me. Three days and no phone call, I placed another call into the billing dispute office. After reading their notes on the computer, they told me the technician performed the work and there was nothing that could be done. The person on the phone again offered a $50 gift card without an explanation. I only wanted some form of an hourly rate and why they had "false advertising" on their email to me. I asked to speak with some type of manager or person in charge. At this point, I was furious and they knew it.

Finally, I was connected to "Mike" the manager in charge at the time. He was quite rude in saying that there was nothing that could be reduced in my bill and the repair cost was up to the technician. I asked for the $50 gift card and was going to write a complaint letter. I was then told that I had refused the gift card and it was not offered to me anymore and that the case was closed! I did get the address of the corporate office, but I sincerely doubt that anything will be resolved. As a long-time Sears customer, I felt completely ignored. Sears Home Services seems to be able to charge whatever they want, fair or not! My family and everyone else I can vent to will no longer do business with Sears and their affiliates.

2 days before the appointment, I get a call saying they over booked and I would have to wait another 8 days. They have my money. I have a very large paper weight that sits in my garage. I talked with customer service and no one has last names there. They really don't care about the customer. They offered a $40 gift card.

I can't hire a person to cut my lawn for $40. I have missed work, I am out $668 and I can't even go elsewhere to have my tractor repaired. They want me to pay to have the new engine returned and wait 30 days for my refund.

The sales associate, Wendall, and the assistant sales manager, Lilly, both found no notations that that was an advertising error. They have discovered a couple of problems with this advertisement. The combo had no SKU# and they said that they have never had a combo special for these 2 items. I can understand mistakes being made in advertising but it seems that they like to claim a general out on any advertisement by the general clause that they are quoting. There was not correction posted at the store or the internet.

They still have the catalogs out in their departments. They were quick to offer a 10% discount for their error. It does not seem legal that they can use such poor business practices and try to use this advertising as a bait and switch tactic. When I spoke to the store manager, it was almost like a joke and something that he was use to occurring. I obviously want them to sell me the toolbox combo at the price advertised. Please advice as to what can be done to get this type of practices stopped. Thanks!

That took some time, and it was corrected. We were given a number of adjustments, and we were satisfied at the time. We bought a refrigerator, an oven, and a dishwasher all from Sears. We owed a total of $2,900.00+, after all was said and done. We were getting bills, and I thought they were just reminders, as we were told that we had 1 year to pay with no finance charge. I have made 3 payments of $500.00 each for a total of $1,500.00. That should leave a balance of approximately $1,400.00. But our statement keeps showing higher balances.

We were charged a $39.00 late fee, and we're also charged $3.16 for finance charge on the late fee. I talked to Reuben at Sears who sold us the appliances, and he said he would straighten things out. I want to know the total due as of right now, and I expect that the late fee and any finance charge will be waived. I am still waiting for Reuben to call me, as he said he would on Friday, the 23rd; but he never did. Please have someone check into this, and let me now the status.

We still might return all 3 items, as we have 3 months to do so, because it just seems like one error after another. I am sure we can find a competitor who would give us the same deal and treat us better. I had to make so many phone calls that it wasted hours of my time. I am sure that if his happened to you or anyone else who works at Sears, you would be shopping around for a better place for appliances.

They came, installed the parts, and the washer still did not work. More parts were ordered but, again, you must receive the parts before making the appointment. Now I had been without a clothes washer for over 3 weeks. Finally, they come and actually seemed to fix the washer briefly. A few days later it stopped working. Again, an appointment was scheduled and the technician came out. At this point over month had gone by!

I decided to ask Sears why they did not just certify my washer 'unfixable" and give me the $500 voucher for a new machine since so many technicians had tried to fix it with numerous parts and couldn't do it. I was told that I was $13 short in the amount of parts ordered to have it certified unrepairable so they had to keep trying to fix it. So, the technician again came out and decided that the motor was going and that he would get the parts to add up to the amount needed to certify it unfixable.

He said if he didn't do this, they would have to keep trying to fix it! The next day I used my $500 voucher toward a new washer. Now, how many people can tolerate going without a washer for 5 weeks? There seems to be no time limit on how long this process takes. Also, the technicians on two occasions did not arrive in the scheduled 4-hour "window." They were "delayed" on other jobs. Now, my 3-year-old Maytag dryer has a gas smell every time I use it so I called the Fire Department and they came and figured out that the problem was in the dryer and to call for repair. They also told me it was not installed properly (Sears installed it) and was a fire hazard.

So, here we go again. I have an appointment to have a technician come out next week. Previously, I had a maintenance call because my dryer leaked water every time I dried a large load of towels, but they did not seem to be able to fix the problem. Since it was not a big deal I dropped it. Since I refuse to let this same scenario happen with the dryer as it happened with the washer, I went to Sears and purchased a new dryer today. When they come to install it tomorrow, they will (1) darn well install it properly and I will have the Fire Department check it, and (2) move the old dryer (3.5 years "old") to a corner and spend a decade trying to fix it if they so desire. If they can't, I will buy another new dryer with the voucher and donate it to charity. I doubt I will purchase these agreements again.

When I called Sears Repair number, while talking to someone, I would be put on hold. I was disconnected 3 times. I would call back only to explain the problem all over again. Finally, I got through to someone. I was told that someone would be coming out to help me. When the person called, I told him of my problems, as he said that he didn't have any information on his computer. When he heard what the problem was, he said that he was only a technician not a plumber. I then told him not to come as after all I needed a plumber. I called Sears only to have to start all over again. It was then that I found out a technician had to come out to verify my problem. Another technician came out the next day, looked at my tank and said it was an installation problem. He in turn gave me some numbers to call.

My case was then referred to a Complaint Resolver. The Complaint Resolver wanted to know if I knew who did installation. I said Ken's Contracting Service did the work but was no longer available. The Resolver said a plumber would call within 12-24 hours. I waited the following week from Monday-Wednesday with no call. On Thursday, once again I called to explain my problem again. An email was sent to my Complaint person and he would return my call. He did so on Friday. He said that he had no paperwork from the technician that had come out did I have any. I said, "No, the technician didn't leave me any paperwork." I reminded him he had said the Friday before that someone would call in 12-24 hours. He replied that he never said that.

Then he told me someone would be calling within 24-48 hours. Oh boy, what fun! Today, the leak is no longer an occasional drip but a semi-fast leak. One more call resulted in a second person coming out. We found out that he is a technician. He told us it is a plumbing problem. I am to be responsible to get a plumber to fix the improper installation. Warranty on the installation was for a year. It appeared to him that the cross-threaded pipe looked like someone had taken it off as there was a stain on top of the tank. I said "As far as I know, no one has touched the tank from the time of the installation." So if you have time on your hands to waste, they will be glad to get back to you when it’s at their convenience if ever! Here's my thing, after listening to their music and messages while on hold, I no longer believe in their claim that they can take care of any problem no matter who installed the appliance. Sears, you have now lost a very loyal appliance customer!

The first call I got through on, I was told he was with a customer and he would call me right back. Now over 4 hours later, I still have not heard from him or anyone else. I only get recordings now saying to leave a phone number and someone will call me within an hour. The refrigerator also has two dents in the freezer door. Someone has to talk to me about it. I have purchased all my appliances for over 40 years from Sears and have never been treated like this before. I certainly hope someone calls, and talks to me or my wife, before I call the local news. This was supposed to be a stimulus package. I can't send in the paper on the dishwasher until it has been removed. Please contact me and let me know what I am supposed to do.

I received another billing statement on 4/19/10 and called and inquired about the statement again. I was informed by a supervisor, Peter (no last name given) and was informed that the $83 was from the siding job back in 2008. When I informed him that the siding bill was completely paid, he stated that it wasn't paid and that he would send me the payment printouts. I have never received a billing statement since I paid off the $4173 and any services for my range would have been covered under the Master Protection Agreement.

So I'm just wondering how this $83, just pops up out of nowhere and a letter of purchase with a promotional deferral would just appear if the actual initial purchase of the siding was in 2/2008. This makes no sense to me and upon several inquiries to Sears, it seems that they extremely confused about their own billing procedure. I need to know what direction should I take this matter because I don't pay it, the $83 will blemish my credit.

So I submitted the cash at which point I noticed the 10% deposit she has informed me of at the beginning of this transaction was not the case, in fact the deposit would be 20% plus 5.00 for the plan total $38.89 so I agreed to pay the deposit with the understanding that would conclude the contract and we could be on our way, after 1.5 hours I could barely walk, even now my back still hurts, thinking the issue was settled, we went on to dinner and home, after a very stressful day of easy shopping at Sears, After getting home I got an email about a completed transaction at my bank, so I logged on to verify it only to find that ,the sears transaction had been charged to my account twice, So I attempted to call Sears Customer service only to leave a message for a call back from them, (Still Waiting!) The next day I called Customer service again only to reach the same lady cashier that had this entire problem, she told me she would have Ann from HR call me back, (I hold little hope!) At this point I am waiting to talk to someone at sears to call me so this issue can be addressed.

The following week, the table was delivered around 7:00pm but one of the games was missing, the ping-pong table, the driver advised me that Sears did not gave him the ping-pong top. The next day, I went to the store and explained to them about the credit for the delivery. The assistant manager gave me the $ 75.00 credit, once that was done I ask for the ping-pong table she told me that I had to speak directly with the salesman that she did not know anything about that, at that moment I request to speak to the floor manager. I explained to him what happened and he told me that will talk to the salesman and will call me within 1 hour and I left the store.

No one ever called me from that store. The next day I call for the manager and he did not want to talk to me. Up to now no one from Sears has bother to call me to give me an explanation why they sold me a complete set and received an incomplete merchandise. All I wanted was a complete game table and they delivered an incomplete set and a lot aggravations. I've continued to call the store but no one from management return my calls, they always on a meting or not to be found on the floor. I really don't know who to call anymore. I need your assistance. Thanks.

I called on Monday, March 29, 2010 and was told that the parts were being ordered and were being shipped via UPS to me. I was to call them when the parts arrived, so they could send out a repairman. The parts arrived on Thursday, April 1, 2010. I called the repair number and was transferred to Customer Solutions. I was told that the earliest date that a repairman would be there was April 6, 2010 (my original appointment date that had been set on March 29) despite the fact that I had been told that a repairman would be sent out immediately once the part was received. The reason that I was given for the April 6, date was that was the first day the serviceman who repaired my type of washer would be in the area.

When the repairman arrived on April 6, he told me that that was not true. There were other repairmen in the area. The repairman installed the two parts that had been ordered but the washer would still not work. At that time, he determined with the assistance of his support group that the door lock was now the problem. I asked if I could pick the part up to speed the repair time along. He gave me the part number and the supply firm from which the part would be ordered and their phone number. He told me that he would be back on Thursday, April 8 to install the part. When I called the supply company on Wednesday, April 7, they could not find the order from Sears for the part without the store Sears account number.

So, I called the Customer Solutions group with Sears. They told me that the part was not being ordered locally and that the order was pending. I asked to have the part expedited. At that time, they told me that my service date would be Tuesday, April 12. I was told that someone would call me back with the shipping information when the order was filled. No one called me back. I called again on Friday, April 9 and was told that the part had been shipped and would arrive in 5 to 7 days. No expediting had been done on the part. The part arrived on Tuesday morning April 12. The serviceman didn't arrive until 5:30 PM and when he installed the door lock, the washer would still not work. He then told me that he would need to order an control panel board now. He left. I called Customer Solutions at that time.

I was told that I would have to call back in the morning on April 13. I did call back and was then told that the part was back ordered from the manufacturer until April 23 with no set service date yet established. If history holds true, I will not have a serviceman out here until April 27. That will be one month from the time we reported the appliance was broken. The disturbing fact is that no one is the Sears Customer Solutions organization feels that there is anything wrong with that level of service. I wish I had never bought the appliances from Sears. I will never buy another appliance from Sears, and I will make certain that everyone that I know learns about the problems we have had trying to get our washer repaired. Sears used to have an excellent service organization. What happened? Multiple trips to commercial laundries to have clothes laundered and trips to friends to wash loads of clothing.

The associate was pretty nice to call a number at the back of the Sears gift card to assist me if they could reconsider it but they said no because of the law. Because of my despair and frustration I spoke to another customer service and told me that it is up to the store manager if they're going to consider my card. They asked me to wait for the manager for an hour and a half as she is not available. I could have not done this only if I have money. An hour and a half past, the manager met me and told her my predicament.

To my dismay, she told me that she couldn't help me as this is a law in Ontario in 2007. Is this really a law? Gift card or certificate are money that shouldn't have expiration. I remember the manager of the store even told me that I should have read the back of the card. Aren't they suppose to tell the customers too when they give it to them because if they don't give information to the customers this is simply a hidden agenda of the store to the public? Do you want a pharmacist to dispense a medication to you without explaining on how you take the medication?

We were told each time someone would call us back to "confirm" within "2 hours" or "within 30 minutes" or "over the weekend." We have never received a call back. One tele agent told me that he had been on the call too long and had to get to other important calls! What do we need to do to get the installation we have paid for? Severe inconvenience is the consequence. We’re living in extremely cramped space for a long period of time and spending hours of time calling, on hold, and talking to unhelpful people who don't seem to have any respect for customers who have spent a lot of money with Sears.

"The labor rates are established by the company based on the job codes entered by the technician. The technician does not put in labor charges, only the job codes(s) for the work he does. The computer inputs the actual labor charge for each job code. The technician is required to charge the amount shown on his computer for parts and labor. By the way, our labor rates are well in line with other reputable repair companies, especially since we offer a 90-day guarantee on our repairs."

I asked for a partial refund of the labor charge but was refused. I will not ever use Sears again. I recommend you call a local appliance repair company. I wish I had.

The technician stated it’s a "per job" charge. I authorized the repair because I had no choice. I called Sears and was given the complete run around. Five different numbers and the customer solution rep was a complete jerk. With all this said, I will never purchase anything from Sears again and I just want everyone out there to be aware of the consumer gouging policies of this "American" company. So much for looking out for us Americans.

My purchase of a refrigerator in late March and my 3 attempts to have it delivered, plus my in store visit to your customer service dept (whom by the way, Arnold, was extremely courteous and helpful ) to resolve the issues Sears was having with the delivery all were unsuccessful. My refrigerator is sitting in their warehouse in McAllen, Texas, a city that is only 1 hour away and Sears refuses to deliver it until the 30th of April. Why? I don't know and none of your "professionals" were able to advice why. I mean silly me for buying a refrigerator and wanting it in my house. My purchase has been cancelled.

Thank you but no thank you.

Eventually, they said to contact the corporate offices but no phone number was to be found or given. They are apparently washing their hands of any resolution and I am washing my hands of their product. There will be no more Kenmore products in my house...ever. I do not run my business like they do and I do not wish to support a company that will not stand by their product!

In 2009, I purchased a dishwasher, which their crew installed incorrectly; therefore, it began filling up with water. The day that the tech was supposed to come to our house, I receive a call notifying me that I would have to reschedule for another week! Since my dishwasher was not working and we did not want to wait a week, my husband ended up fixing it himself.

More recently, in Feb 2010, I purchased a $2,000 refrigerator. Ever since it's been at my house, it has been leaking water in the front. I called and made an appointment to have someone repair it and was given a 1 pm - 5 pm window later that week. At 5 pm on the day that they were supposed to come out, I received a phone call that I would need to reschedule. I told them that this was unacceptable because this was the second time that this had happened to me and I had taken the day off work, so they ended up sending a technician to my house at 9 pm. By the time the tech got to my house, he was tired and obviously not in the mood for another repair.

He gave me some ideas of what the problem could be (without actually checking himself) and told me that the problem should go away in 2 weeks. Well, it's been 2 weeks and the problem has not been resolved. Oh, and last week, I got a call from one of their corporate offices asking for the serial number and model of my refrigerator because the tech had forgotten to collect it. I told the person on the phone what had happened and she said that she would have their senior tech give me a call. Well, that's also been a week and I've heard nothing. $2K refrigerator is not working properly. I will never buy from Sears again.

I explained that I wanted the fridge rescheduled and it was set for March 31st, after 4:30 pm even though I was told that it was not guaranteed. Your automated system failed to call me last night to confirm delivery so when I double checked on the delivery today, I was informed by Kevin that my file reads that the fridge was rescheduled to the 27th of April. I cannot even begin to place into words the level of frustration I feel. How difficult is it to deliver a fridge? I want to work with a supervisor that will help me, I want my delivery fee reversed and I want a Saturday, April 3rd delivery. Please make this happen.

I delivered appliances 30 years ago for Wards, and the maximum out-of-town deliveries that can be done in one day are 6, and that is under the best of conditions. I am thoroughly disgusted at the overbooking, the lateness caused by your Sioux Falls management overbooking the crew, missing the concert, and the laxness of thinking that I would want a "free in-home design consultation" as compensation for a massive screw-up. Please be apprised that this will be the last appliance I will ever purchase from a Sears store.

Phone call after phone call was met with misinformation. My first contact informed me that we were only getting the deep freeze out of a freezer and fridge delivery, the second contact told me that the delivery men were at their 8th stop, we were number nine, this already 45 minutes past the delivery window of 2:15 to 4:15PM, the next call at 5:45, resulted in the discovery that the delivery was not complete, and the truck was 45 minutes away. Never ever again!

The delivery men should be commended on their patience, they could not have been better. Oh, and I forgot, I ordered the fridge as a left-hand fridge, it took half an hour to switch the hardware from the delivered right-hand fridge to get this issue corrected. Sloppy from beginning to end, but we did get a $50 gift card... and to get rid of the customer service rep, I accepted a very unwanted offer of an in-home estimate for a kitchen remodel.

Not one person fulfilled their promise to call back which in turn necessitated another call from myself which started the process all over again. I asked for a full refund and a chance to offer my business to another retail outlet. That of course was not a viable option to whomever I was speaking with at the time. To date, I have a malfunctioning 52" television that has a volume surge issue. The only way to bring the volume down once it surges to 100% is to unplug the set and reboot which returns the remote control as well as the set controls so that they function and the volume can be reduced to an acceptable level. To date, I have invested approximately 8 hours of my time attempting to resolve this issue, not counting the stay at home time waiting for the repair technician to narrow the 4-5 hour window that they communicate when setting up a repair appointment.

Sears truly has a process issue that they seem not to really want to address because this is not my first frustrating experience with them. It is very unfortunate because the company will never enjoy a high level of financial success with such a lack of concern for customer satisfaction. The TV was part of a $8,000 purchase night at my local Sears store. I wish I could return everything I purchased that evening, Refrigerator, Range,Dishwasher, Microwave,Washer,Dryer, Blu-Ray DVD Player and of course the "Samsung 52" LCD Television". did I mention that I purchased 3-year extended maintenance warrenty with each purchase. Fat lot of good that $1,000 has done for me.

The water won't dispense nor will the ice maker make ice. The range had very little paint baked on it and the buttons are falling off. The light that tells you what burner is on, well there are no lights lit when anything is on. We also replaced the oven element. The washer dryer set had been repaired twice in two years. The vacuum doesn't suck, the 4-slice toaster only toast 2 slices. The can opener won't open cans. We purchased 4 openers in the last 5 years. The kettle is fairly new and won't shut off when boiled. It just keeps on boiling.

I was really upset when these things were happening, but now I just have to laugh. I have never seen anything like this. I know a lot of people who had phone trouble so we are not alone there. The new plasma TV is still okay, but the cable box gives us trouble at times. I understand due to the war of cable vs satellite dish, they can't get the stuff out fast enough. We did pay a lot for our TV and now they are half price, one year later. We can't afford to go out again and replace everything. We just have to be very careful. On another note, I am on disability as I got ill with an unknown illness.

We had an addition put on the back of the house. The contractor placed a load of wood to prepare for our deck with an enclosed hot tub I had to have for my pain. The contractor knew this as he said his wife also has bad back pain and he promised he will get right on it. They were to start the work in April of 2000 and we chased him down for 5 months and he did get the footings in by August and we never saw him again. Thank God we have good friends who were able to have it finished soon after the first snow fall in November. By Jan 2001, I was able to use my hot tub as I needed it badly by now. Less than 2 years later, the hot tub caught fire. We had a lot of trouble getting it fixed properly. That is a whole other story. The hot tub does not work as it should.

I did write the Oprah Winfrey show, they wanted people who had stories about matters such as this. We never heard back. The car was rusting out soon after we purchased it. We paid extra for a 7-year rust warranty as the car was almost new. We never spent that much before as we drove cars that were a decade old. This got my anger up and I did write GM on the matter. To make a long story short, the car was never fixed. Oh and by the way, I had fought in court for 4 years for my long term disability.

After working 20 years with exposure to lead, formaldehyde, coal oil and varsol. We had wonderful benefits and paid a lot for them. Shortly after I started working, I even purchased additional insurance for health care. They were paying me 80% of my salary. In order to fight for my LTD, I had to make sure I was not getting payment from any other insurance coverage so I had to cancel my policy and only income. I had not been successful in getting my long term disability. So there is my story and I am so happy to tell it to someone. Thank you.

I would have picked up the freezer and avoided the delivery charge if not for the misinformation on the flyer and the assurance of the salesman. Sears customer service was less than accommodating. They informed that the rebate company was not a part of Sears! After many frustrating phone calls, I was told I am not going to receive the rebate! I have the flyer in my possession.

Formerly, there were MPA's (Master Protection Agreements) available on these products; however, since an MPA will cover an annual preventative maintenance inspection, Sears determined that it was far too costly (to them) to be doing this, and came up with the RPA. RPA's can be useful and ultimately save repair costs on an expensive lawn tractor and will also cover many parts. The parts that aren't covered (belts, for example) that require replacement can be purchased at a 10% discount.

The actual belt itself isn't covered; however, the installation of the new belt is covered under the RPA. An RPA can be fairly expensive. Oftentimes, the cost for 3 years can amount to in excess of $300. If the RPA covered an annual preventative maintenance inspection (as it did formerly), an argument could be made that it's worthwhile, especially for non-mechanic type consumers who wish to maintain their tractor. However, since now something must actually break before the RPA can be used, the consumer has to determine as to whether it's a worthwhile additional expense.

Sears also has added something new called an "SPP" (Sears Purchase Protection). This is usually relatively inexpensive and is sold on smaller purchases. For both Kenmore and Craftsman SPP-covered products, an additional two years of warranty is added onto the (usually) one-year manufacturer’s warranty. For non-Craftsman and non-Kenmore SPP covered products, it's an additional one year. Should a product fail or break during the SPP-covered time period, the consumer is requested to call an "800" number and report it.

In some instances, Sears may request that the product be shipped to them (shipping is pre-paid); however, in most cases, the consumer is simply sent a Sears gift card for the amount of the purchase. In my opinion, the SPP is a great value considering that in most cases, the amount paid is very low for the SPP. For major appliances and electronics, Sears is still selling the MPA (Master Protection Agreement). An excellent explanation of the MPA has already been provided in the "con" article (Sears MPA's) published within this website.

As a current Sears employee, I'm finding that the emphasis on selling RPA's, MPA's and SPP's is bordering on the maniacal. Very qualified people, myself included, are being threatened with termination because our percentages of sales, which include one of these add-ons, does not meet an imagined Sears sales percentage of same. Sears corporate management has always taken a "cookie-cutter, one size fits all approach" towards things, and refuses to consider the demographics of any given location. Therefore, they feel that what "works" in a major market will also work in a rural, poorer store. Nothing could be further from the truth. Their management approach has basically reverted to the old 1960's/1970's "management through intimidation" style, which was (basically) to either do as you are told or be fired.

At my particular Sears store location, we happen to be located within the 2nd poorest county in the entire state. With the economy as it currently is, it's difficult enough to actually sell product, forget any additional add-on expenses. However, according to Sears corporate, this is no reason to not sell the PA's and SPP's. We're constantly harassed if we fail to meet the established goal percentages for the add-on sales.

As to whether or not the PA's and SPP's are worthwhile, read the posted "pro" and "con" articles published regarding Sears MPA's--both are extremely well-written and factual. I guess all I'm attempting to do is to provide some updated information, and also to let you know that the next time you visit your local Sears, and the salesperson begins to "push" the PA's and SPP's, it's not really our choice but rather something that we're being forced to do, or risk termination.

I told them I just want to buy another pump. I know that they have to know these pumps part number by heart as many as they had to have replaced. But they told me that they couldn't help me. And now that I had disassembled the washer, they said that there was nothing more that they could do for me unless I wanted to buy a new washer. From them? I do not think so!

Well, I did call Sears service and was advised that they would not have anyone until 3/19/10 to service the cooking rang! The tech did show-up at 4:30pm. Well, the parts did not work! Wrong parts! And remain with out a cooking range as of date, 3/24/10!

Enough is enough, I have bought all of my Appliance at Sears and have a 3 years warranty on everything, so much for the blue team! My Dad, my grandad and my sisters, have always bought at Sears because we believed in what it stands for "or" stood for in the passes years! This is just bad customer service! When you have a family of 5 with out anyway of cooking, because, Sears service says, they all off and we can't get anyone! This has cost a lot of money and it's not over yet! I would like to have my cooking range replaced and reimburse for the meals, as of date. I hate writing this but enough-is- enough! Help! Out of pocket expense as of date, $1,300.00.

I called Sears and they couldn't provide any technical support as my product was not under warranty, which was only for the first year. I had to purchase a $287 extended warranty to have the repair covered before someone come out and look at it. Or, I could take my chances on a $75 house call and then pay the repairs myself. What are the odds it's going to be less than $287 for a repair?

I'm so upset with my Kenmore appliances that none of them lasted more than 4.5 years. Whatever happened to Sears selling quality products? The person on the phone offered me a $10 gift certificate to be used at a Sears store. I told her there's no way I will be shopping at Sears ever again and her $10 isn't nearly going to cover what I need. She was nice on the phone, but was also the 5th person I spoke to today; one person even hung up on me! I’ll never go to Sears again!

Let me begin by saying the store policy of a 90-day warranty is acceptable but not on out of season purchases. There it is, terribly unrealistic. Example: They sell lawn mowers starting in February without a single blade of grass visible to ensure that the mower works. By late May, when the grass is ready, you are past 90 days should there be a problem. The same applies to their snow throwers being sold in September and October, without so much as a flake of snow being available to again test the performance. There needs to be a different type warranty or they need to sell in season. If I purchased a pool in December, I wouldn't be expected to set it up to make sure it had no leak until a reasonable time. Do you see my point here?

In October, I went to the Sears store located on Route 22 E in Watchung, New Jersey with my sister to purchase a snow thrower for her use. My sister is 64 years old and has numerous medical conditions, foremost being heart problems. She lives on a limited budget and wanted a good quality product with an equally good quality store to back her purchase. I choose Sears over Lowe's and Home Depot, but I was so very wrong. She made her purchase and included an extended warranty with that sale.

New Jersey had no real snow accumulation until February, when we were first hit with about 5 inches of snow. We prime the snow thrower according to manufacturer directions and start it up only to have it go nowhere. We called the store and were told by a member of the sales staff that the 90-day store warranty has expired and there is nothing they can do to help. We then contacted the store manager, Lance, who promised that he will give our problem his personnel attention and he will call us back later that day. He never said later what day and so we are still waiting for him to answer any of our numerous calls back to him. He is always unavailable for our calls.

We contacted the customer service 800 number and we were told that the only repair person available must come from South Jersey, to look at our snow thrower. He would not be available for some time. We again have a snow storm that adds to the previous accumulation of snow. Now in addition to the price of the snow thrower and the price of the extended warranty, my sister must now pay someone to clean her walk and driveway yet again (80 dollars each time).

Finally, the Sears' repair person arrived and after examining the never-used snow thrower announced that in his, "professional opinion, this is definitely a manufacture based problem". It will cost over $200 in labor plus another $180 in parts. Can you imagine if she didn't have the extended coverage? He suggested, the Sears' repairman, that she contact the store and request a new snow thrower as he cannot guaranty when parts will be available, when he can come back to make repairs and perhaps most importantly, if this particular snow thrower will have additional problems. "It's a lemon, bottom line".

Were it a car, the new car lemon law would have protected me but here I expected Sears to stand up and admit responsibility and do the right thing and not cause additional hardship and stress. Again, I was wrong. We again contacted the store and heard the same thing: 90 days has gone by, etc. We called customer service and heard pretty much the same story. We asked for the corporate number and after being transferred around, we were finally told there is no number or address available. We went online and find both. We contacted someone in the holding office in Illinois, who gets us on the customer service express Blue Ribbon line. We were assigned a case worker and case number **. Sounds good so far right? Or so we thought too. We told Ms. Andrea ** our frustrating story.

We explained that we do not want a repaired snow thrower as we then could have just purchased a used one to start with. We explained about how the out of season warranty is unfair to the consumer. We told her about the store manager never returning our calls. We told her what the Sears' repairman said about it being a manufacturer's defect, the length of time involved for the repair, the pending blizzard. She could not have cared any less about anything. Finally, after our perseverance in the matter, she said she has approved us to select another snow thrower from the store and it will be delivered to my sister's door and the broken one picked up. Sounds like a plan, right? Wrong! I live about an hour or so from my sister but I drove down and we went back to the original store. Guess what? Only lawnmowers available now! We contacted six other stores, same story.

We called our case worker Andrea back. She seemed quite aware that the stores no longer carry any snow throwing equipment. She offered us to go online and select a snow thrower. Okay, we did that. Each time we offer a model number of an equal value, she says "it is out of stock and no one knows when it will be available". Is that a game being played out? She cannot tell us what any model is available. We went through a list of models, all met a similar fate in availability. We asked again for a complete refund only to have the 90-day warranty repeated for what seems like the millionth time. Ms. Andrea offers a $25 gift card for all our trouble and makes no less than six calls by herself and other people to see if we received it. More concern over a $25 gift card than our original problem it would seem. My sister has laid out more than $25 for snow removal that she shouldn't had have to pay for if her snow thrower had worked.

New Jersey is hit by a blizzard and we have about a foot or so of new snow and no working snow thrower. This time, it cost $125 for the shoveling. The repairman returned the next month and repaired the snow thrower. Of course, now that the snow has melted, we cannot see if it works or has additional problems. Ms. Andrea said very sweetly, "you are still approved for a new snow thrower, you must just give me a model number and I will check if it is in stock". We are at a stale mate it seems. By September or October, when Sears will again be selling snow throwers, she will probably say that window of opportunity has closed.

The new waiting game brought to you by Sears. Had we made the purchase in Lowe's or Home Depot, we could have returned it no problem and gotten a refund but not with Sears as my neighbor is quick to point out. They no longer use Sears either. I am very interested in their take on this. Having heard our story, would you purchase anything Sears again? This entire purchase has left my sister very stressed and upset, as you can well imagine. It was a costly financial purchase that resulted in disaster and continues. We have written to local news stations in NYC and newspapers in an attempt to protect future consumers from our experience. After seeing the new TV show, Undercover Boss, I would suggest you take that role on and maybe start with Watchung, NJ and Mr. Lance himself. This is why even mighty stores like Sears and K-Mart will continue to fall.

I may be just one family but one plus one plus one plus one equals a lot of consumers. It's a domino effect set in motion. And yes, we did receive the very generous $25 gift card to relieve everyone at Sears' concern at this time. We will call Ms. Andrea in September but do not hold any hope of ever seeing a new snow thrower due to her efforts or for that matter, anyone at Sears. After all, it's just a game with them but not for us as consumers. Thank you for your time in reading this and your response is anticipated.

I had spent 20 min on the phone booking the appointment she told me that she took all phone number purchases and combined them all under 1 phone number. This and my address was confirmed. I waited 1 week and 1/2 to have the techs come to my home between 8-4 on my only day off. I received a mess from the tech stating that they would be here between 11:30-1:30 & at 2:00, I called the Service Dept and they can't find my purchases and can't find my numbers and don't have Stagecoach Drive on file.

Needless to say, I was very very angry. I was told by the service dept call gut "I am sorry, Sir about that but can I book you an appointment " ? This is incredibly unacceptable. I had an appointment and of no fault of mine was the appointment booked for an address that I no longer have and updated more than once with Sears and Sears Service Department. I have the brand new fridge that doesn't work properly and would like either a refund or a new fridge.

However, I rescheduled the appointment for Saturday, 3/6, between 8 and 12. No one showed or called. I did receive a call at 12:08, however, I was vacuuming and did not hear the phone until it was too late. The person did not leave a message, and I do not even know if it was the Sears technician or not. I called the number on the caller ID and there was no answer. I rescheduled the appointment and asked the representative if the same technician had been scheduled for my visits. She replied yes and I told her I did not want that technician. She told me she made that note on my file.

My third rescheduled appointment was this morning, 3/12, between 8 and 12. At 12:30, I called the office to see where the technician was since it was past the scheduled window of the appointment and I had not received a call that the person was running late. I was told I was the next appointment but that it was the same technician, which I had specifically said I did not want. Since I had already lodged a complaint against him, I did not feel comfortable having him in my home while I was alone. When I asked to speak with a supervisor at the appointment office, there was so much background noise shouting and screaming in the background, it was very difficult to have a conversation. I wish I had another alternative to your company but unfortunately, I do not.

So, I called the Sears customer service to reschedule another installation. To my disappointment, they informed me that the earliest date they can do was March 14th, a week from the supposed date we could use the washer. I negotiated with them since we have a five-week old newborn and we have a lot of laundry to do every couple of days. Also, we don't have a laundry place close by. Neither can we afford the time. The representative then told me that they could schedule for March 11th. I accepted it although it meant that we had to manage without washer for three more days and let the clothes pile up.

Well, the story didn't end that smoothly. Ridiculously, when I called to get the time window for the rescheduled delivery the night before March 11th, the system told me that the rescheduled delivery was on March 14. I was confused and called the representative again to inquire. The answer was that March 11th was not granted. Not Granted? I was promised by Sears that March 11th was okay. I was very frustrated and there was no way we can manage until March 14th.

In response to my complaint, the representative told me to call early at 5:00 am on March 11th so there might be a chance that they would be able to fit my delivery into schedule. I trusted her and set up the alarm on 5:00 am. Guess what? The 800-732-7747 automated voice system told me that the office was closed and asked me to call back later without mentioning when the office would be open. That really make me reach the peak of frustration and distrust on Sears customer service.

I am a nursing mom who is already sleep deprived. Because of this whole incident, I am even more stressed and sleep deprived because I couldn't sleep after 5:00 am. I eventually called in at 8:00 am and was informed very firmly that March 14th was the date and they can't do anytime earlier than that. Finally, we just gave up and my husband went to Home Depot to get longer hoses.

This is our first experience of purchasing big appliance at Sears. I have to say that I feel very unsatisfied by their service. I feel that Sears has a systemic problem because almost all the customer service people I talked to gave me false information or promises that turned out to be unfulfilled. Based on this awful experience, we will never do business with Sears again and will tell all the friends and family members we know not to trust Sears, which has the worst customer service that is dishonest and not reliable. So, anyone who is reading this review, please take my advice. You can get much better service from other providers.

I ordered a dryer on 01/29/2010 through Sears.com. It was delivered on 01/31/2010. It did not fit, it was too big, so I was told by the delivery crew that I needed to go into the store to find a "flat back dryer" so it would fit. I was told that I would not be charged two delivery charges. I went into the store on 02/06/2010 and had the dryer delivered on 02/07/2010. Instead of the $65 delivery, I was now being charged $75. I figured, no big deal since I should not be charged for delivery. I was also told that once the dryer went back to the warehouse, I would be credited. On 2/19/2010, I checked online, and still no credit back. I was told that it was received by the warehouse on 02/09 and that I should see a credit within 3 to 4 business days, even though it was already 02/19.

I received my bill on 03/04 and saw the charges were still there. I called again to ask. First, I called the store; they said they couldn't help me that I needed to call delivery. I called delivery; they told me they couldn't help me, that I needed to call Sears.com. I spoke to Sears.com; they told me I needed to talk to the store. It's just a bunch of circling of phone conversation and having to explain every time I spoke to someone. I received an email on 03/06, stating that I have been credited back but of course, the delivery was not credited back. I called on 03/07, spoke to a customer service representative.

They told me I needed to talk to Sears.com so I was transferred. I could barely even understand the woman that I was transferred to. After explaining the situation again, she tried to tell me that I needed to speak to the store. I asked to speak to a manager. She would not transfer me. I asked again. She still told me that I was calling the wrong place. All I wanted to do was speak to a manager and then she hung up on me. I called back the original number and they again tried to transfer me back to the same person. I told them that they did not help me and all they did was hang up on me. Nobody seems to be able to help me with this situation and nobody seems to care about how they treat their customers.

From talking to people on the website, they claimed the order was still in progress and the necklace was never shipped from the vender. I checked shipping status on 3/25 and 3/26. They still claimed the vender never shipped the item. Tired of waiting, I cancelled the order. The people I talked to on the Sears website said my money would be credited back to the PayPal account after 3 to 5 days.

On 3/1 and 3/2, I checked my credit card account and the money was not refunded. I spoke to Michael, who is an account manager for Sears.com, and he claimed e-mail correspondence from their vender was not received yet and they can't refund my money without it. But he reassured that it would take 3-5 business days to see the money credited to my credit card account. I checked my e-mail this morning (3/6) and I received a tracking number for the necklace. They didn't cancel my order and they shipped it.

On Friday, January 29, I was scheduled to meet the same technician again at my house. I left work early again. I was about 10 minutes away from the house and he refused to wait until I arrived.

I rescheduled for another appointment on Friday, February 5. I was determined not to have an issue about being late. I left work earlier and arrived by 2:00. I waited from 2:00 pm to 8:00 pm to receive a call that he could not come up the hill to my house due to the snow. I advised him that my husband had just arrived home and had driven up the hill with no problem. He refused to come to my house stating the weather was too bad. I had to wait two more weeks.

On Monday, February 15, I had a day off from work. The technician arrived about 1:00 pm. He worked on the microwave for 3.5 hours and did not fix it. He took the microwave out and said that the part he needed he would have to order. He left to go to his truck, returned and said, I have some good news and bad news. I have the part, but I have to take the microwave out again. He dropped it on the top of my glass top stove while taking it out. Later he dropped it on my hardwood floor so hard that the technician (help) he was talking to asked him if he was okay. He was there from 1:00 to 4:20.

The lights were working under the microwave when he arrived. When he left, the right light was not working. He broke the vent grill. He acknowledged the fact that he broke the vent on the top of the microwave, but he did not acknowledge the scratch on the stove top or the light. Additionally, when my daughter attempted to use the oven later that night, the handle and the door fell apart. His nails were dirty and grimy. He did not remove his shoes. He asked to use the bathroom. He worked in his jacket.

After he left that same day, we called the service center again. We spent at least two hours on the phone with customer service, etc., explaining what had happened. We spoke to a man by the name Gill who said that they would send out a special technician to analyze the entire problem and give use a $25 gift card for all the trouble that I had endured. He refused to let me speak to his supervisor. I explained to him that I did not want the same technician back again. Obviously, he does not know how to repair my microwave, plus he is causing more damage.

I left work early Monday, February 22. He arrived at 3:00. A technician called from his van in my driveway and announced that he was here. I opened the door and it was the same repairman. From my doorway, I told him that I asked for a special technician. I told him that he broke the light and the oven door fell apart after his visit and that I was not going to let him in.

I then called again and spoke to Mary and an R.J. Dhe promised to help me. She promised that I would have support with two days. I was on the phone for about an hour with this call. Mary told me that someone would call me. I got disconnected twice with the call.

Today is Friday, February 26th. To date no one from Sears has called about trying to resolve my problem.I am asking you to please help me resolve this issue.

For 3 months, we told them we wanted it done by a certain date, because we were leaving the country for vacation. Each time we called, they assured us it would be done before we were to leave on vacation. 2 days before we left, they still had not made arrangements to make a repair, so we called, yet once again, to let them know that we would carry on with their game when we returned.

One week into our vacation, I called to check our messages, only to find that the technician had come by to replace the interior of the oven. And now, we would have to arrange to make another service date. Well, needless to say, eventually the repair was made but took 5 months.

Our current claim, going on two months now, is to have the light fixture and wiring replaced, which was checked by a technician. The replacement is required due to the last repair. Once again, this repair will require the removal of the oven from the wall and the separation of the interior from the exterior. We feel that we have met the requirements of the "no lemon" policy, and Sears is not honoring their warranty.

1) The plastic flame control knobs on our Kenmore Elite 5 burner drop in gas stove will melt when the two front burners are used (unless removed).

2) Our Whirlpool two oven (top self cleaning) wall unit (Mod RBD245) does not reach the temperatures selected on the electronic panel(as attested to by our aftermarket thermometer) making cooking food just guess work.(both units are 5 years old, installed new)

3)We recently purchased a new Kenmore freezer (Mod WB 94751596) and had to return it because it was too noisy, wouldn't cool to the temperature selected, and frosted up although a self defrost model. It was returned and replaced with a new same model unit. Although quieter, it also accrues more than normal frost on the food diminishing the taste and benefits of quick freezing.

What gives here? Do we need to find a different provider of appliances? Very unsatisfactory products in my view!

So I called the same 866 number and this time a woman (who I later learned was this horrible person named Diana **) answered. "Matt?" she asked. "No," I replied. "Oh," she said disappointingly. "You sound just like Matt." She then proceeded to hurriedly take note of my issue and said she'd call me back, as she was "with a customer. " I thought, "I'm a customer lady," but asked if it would be 10 minutes or less. "10, 15 minutes" she said.

30 minutes later, the goodly Diana called back and the interchange went along these lines: Diana: Sorry that took so long. What's going on? Me: Well, I called and talked to Scott and he said John would call me. Diana (snotty): No one named Scott works here. I've told you that. You must have called another Sears department. I'm trying to help you out here. Mike: Yeah, sounds like it. Okay, I have a spring issue. Diana: Which portion? Mike: I don't know. I'm no spring expert. All I know is the wires from the spring to the bottom of the door are slack. Diana (really snotty): Those 'wires' are called cables.

With that I asked her for her last name (didn't expect her to give it actually, and wouldn't be surprised if it's fake), told her I was done with her, and finished with "Good luck" and hung up. Good luck to her, to the thousands of workers like her, and to Sears in general. This company doesn't deserve to survive. How many times have you been kicked dealing with these people? It's been countless times for me. I must be some masochist, going back to these jerks time and again. Every time I get a rough ride at their hands, I think: "That's it! No more! " Then a year later I'm back. I suppose I'm a sucker for nostalgia. I always think of Sears (Roebuck) as a part of American as American as apple pie. Well, if that's true, then America is done for. I don't think that's the case.

Well, Mr. L., you win! You don't want my business? Good. You won't get it. Let the free market run its course and put you under for once and for all. Keep on filling your stores and customer service roles with the Diana ** of the world. How a reprehensible person like that gets charged with answering the phone and handling customer calls is beyond me. She's not only bad at what she does, but clearly management is beyond stupid. Meanwhile, there are reportedly 6 people for every 1 job in America. So, Edward, you expect me to believe that Diana ** is the best you could do when millions of Americans are in search of a job? I think you two are perfect for each other. Good luck!

By the way, since I started writing this, another company came, cordially fixed my door at an affordable price, and was more than pleasant to deal with. See Mr. L., that's how customer service is done. Always leave 'em smiling kid! I missed a day of work.

At this time we are paying for service calls being as we cannot afford an extended contact. In mid January 2010m the furnace quit working with only a clicking sound could be heard. Another service call, no repair when he found out if he turned off the power switch, turned up the thermostat in the house, then go back down and turn on the power switch the furnace would run. We had to do this each time we wanted heat for about a week, then it just started to work on its own. On February 18, 2010 it quit again. This time there is a hole in the heat exchanger and is spraying water all over the inside wall of the furnace, and pressure is dropping.

Another service call and estimate for installation for the factory warranted Heat Exchanger is $1000.00, $200.00 of that he said is for shipping, this is from the original installer from Sears. I called Sears and asked if we had to pay shipping for a factory warranted part, was told we did not. Also, I asked if we could have a local heating and cooling contractor replace the part and was told we could. So we got a second estimate from a local contractor for $500.00 and no more than $600.00, in case of some unforeseen problem.

This new energy efficient furnace has become a liability rather than an asset. It was done to save money not spend more. What can we do to stop this madness? Consequences are: We are spending more money than we can afford. And are not very warm these last two winters. Now there is a water problem in the basement until we can replace the heat exchanger. The stress is the worst.

I have spoken with many employees of Sears, and they lied to me and don't help me. So I requested to speak with Bruce Johnson, the CEO of the company. But nobody will let me talk to him. I left 5 messages with him yesterday afternoon and on his voice mail. He said he will call back, not one of his workers. Well, at 7 am this morning, one of his workers called. "I'm not going to speak with you. I want Bruce Johnson." "That's impossible!" she said.

So around 2 pm, I tried again to contact Bruce Johnson and the operator lady hung up on me 15 times in a row without even saying anything--just picked up the phone and hung up. When she did say something, I asked for her name and employee ID number. She said no. I wanted it so I can file a complaint with Sears. Now they say if I call Bruce Johnson, they will press charges of harassment against me!

Later the next week the repairman finally called and was informed his services were no longer needed. Fourth, UPS shows up at our house expecting us to ship the parts back that I put into the trainer. Sears was called and informed of the situation. We were told everything would be cancelled with UPS. On 2/15/10, we were called again to return the parts. After finally getting through their highly impersonal computer for the second time, we were told again it would be taken care of (I hope so). After this experience at getting service for a product we purchased at Sears and purchased the extended warranty, we can assure you we will not be doing business with Sears again.

I want my money back. I realize that I should have noticed before today but I didn’t. I am mad. This is a most devious deception on the part of the operator. First, asking me my birthplace and using that information to say that I have bought this coverage. I have been [Sears] customer since 1994, bought several fridge, stove, washer and dryer and always paid the balance in full at the end of the month the merchandise was bought.

Should this matter not be resolved to my convenience, I will terminate my account with Sears. I am furious to have been deceived by this operator. Sears should only have business deals with reputable companies. Please feel free to use this information any which way you please.

I requested the following week, was told I had to wait two weeks for a technician. In the meantime my dryer stop working. I was given a commitment time of 1P-5P. I am sitting here writing this compliant at 5:45pm no technician. I complained to customer service because this same problem happen back in November 2009 with the tech being late. Customer service put me through to the scheduling supervisor, they said there was nothing they could do and apologized and thanked me for being a preferred customer. I told her I did not feel like one. Would not recommend Sears to any of my relatives or friends.

I received no apology from anyone (that's the Sears repair facility, the Sears store, and Craftsman, which must have known about the replacement because I had the extended warranty). I used my new chainsaw twice; after which, it also died--about a month after the warranty expired. I just got back from the Sears repair facility (again McMurray, PA) where, incredibly, I was told that they aren't repairing electric chainsaws, because the repair would cost more than a new chainsaw and that I should go buy a new chainsaw. No apology.

Now, I know this is my problem, not Craftsman's or Sears' problem, because Craftsman only made this miserable product and Sears only sold it. Whereas I (or someone who loves me) made the mistake of buying it. I will say, though, that I am really, really glad that it failed when it did, because I'm planning to buy a new snowblower. And I am now reminded not to buy a Craftsman or, for that matter, any product from Sears.

On the day the repair person came, I was working and my wife showed him the problem. He said it was not a Sears issue and if he were to work on it, it would be a base fee of $200! This is unacceptable! I went to the people that put the blade together and they said the blade was not made for this tractor. They also told me that not all the parts were in the bag with the blade. I have a blade on my tractor that is not designed for it and Sears will not fix it even though it is still under the one year warranty! I need Sears to fix this problem as a warranty problem so I can finish plowing my snow for the winter. If sears does not fix it, they should give me the blade that fits and Sears should come to my home and install it!

If this is indicative of the poor quality of Kenmore products and worse quality of their customer service, I will not ever buy an appliance from Sears again. The cost of the freezer and food won't bankrupt me but the aggravation and attitude of their CSRs has caused me to completely lose any confidence in Sears, which used to be a trusted name. Apparently the "K-Mart" syndrome has taken control since the merger/acquisition and they sell ** and don't stand behind anything.

The following day I called. They couldn’t get out here till Feb. 9, 2010. A gentleman came out, checked the compressor and stated right away it was the compressor; the pressure was very low. I told him how previous repairman stated the pressure was fine. He stated it could not have been checked; otherwise they would have found the pressure not working. He didn’t do any other checks on it. He just ordered parts, which I received on Friday, Feb. 12 and service was scheduled to come back out today between 8 am to 12 pm. After calling three times to customer solutions to find out what has happened to the repairman because it is 2:05 and he has not called nor shown up.

Then they tell me he is running late and will not be getting here till 4:00 pm. They did not have the courtesy to call and let me know they would be late. If I weren’t calling them constantly, I would not have known anything. Never in my life have I seen such poor service oriented personnel. I have been reading other complaints on this same model doing the same thing. I just want people to know that Sears does not stand behind their products when it comes to service time. Their customer service schedules one thing and then the repairmen do another. They need to start sending them to school to keep up with the repair of their products.

We have been living out of one small refrigerator and ice chest. If I ever have to replace my refrigerator, it will not be from Sears. The frustration is bad enough. It is not operating but then you have to wait and wait till they come to your area and then they never arrive on time. The lemon law says they have to have four calls with 12 months. They have to determine whether it can be fixed or not, but in the meantime you have to wait some more. I had over $400 of spoilage of food and medicines that needed refrigeration.

This is unacceptable service. No paperwork was left with me. When I originally put in a repair request on line in December, no one responded either. I am very upset with this service. I still have an unrepaired dishwasher.

After less than six weeks, the lamp is not working. I do not want to replace it by a fourth lamp and additional cost. It seems like I am stuck since I did not buy the maintenance plan. I never thought that Sears would sell me an inferior product and Toshiba does not stand behind their products. I will once again check with Sears if there has been a recall on this TV model and other Toshiba models that use this particular lamp.

When I visited the store after the second lamp went out, in the TV department, the salesperson told me that anything could have gone wrong with my TV. It may even have been the last one made that day. The Toshiba TV was purchased in 2008, and uses E-Toshiba Y67 Lamp, replacement for Y-66.

After trying several of the 800-numbers, I got a woman who, after getting my name and address, saw it was purchased 1/08 and she also told me since it was out of warranty, they can't even tell me if it is a keypad reprogramming error or if the heating element is busted! Yeah, it's not a million dollars but you tell me, it is two years at $40 a year, all the life I can expect out of a microwave? The last Toshiba we had lasted fifteen years and we only replaced it because the lights in the control pad were no longer functioning and the keys stuck on it! I wish I had that Toshiba back now!

Of course, I immediately asked for a supervisor since the woman was adamant that she might lose her job if she assisted me but I had to wait for an hour for him to call back. That gentleman explained that since it was out of warranty, I should take it to Sears’ Service Center or call for a technician to come to the house. I said for an $85.00 item, a $50.00 house call that might result in a repair and parts bill of $50.00 on top of the service call charge was pretty dumb and told him that Sears was demonstrating that they were only in it for the extended warranty fees and had apparently forgotten what customer service was.

I asked him why they could not offer me the same technical support on the phone I would get under warranty and then I was told that they did not want the liability if something happened. I said that if a person with the warranty called and was helped by their technician and electrocuted himself, they would sue just as fast as my wife would if I was killed so it really boiled down to Sears taking your extended warranty fees and gambling you would go with their technician rather than killing yourself versus a person who was out of warranty suing them if they were injured while getting assistance from their technicians.

In other words, if they jacked you up enough to sell you the warranty, then they would gamble to help you but if you did not buy the warranty, then tough break! I explained that the GE oven and fridge I bought from Sears had a real customer service department and when the igniter on the oven went out, they spent a half hour with me on the phone troubleshooting it, sold me a part that arrived overnight, and my local repairmen had it installed that afternoon. He explained that Sears was not GE and I explained that if Sears could sell GE appliances and GE could be competitive and still offer some shred of customer service on an oven that was out of warranty, then there was something seriously wrong with the Sears/Kenmore business model!

So I guess I am off to Costco to buy another microwave probably also made in China like this Kenmore one was but the price will be lower and the illusion of some customer service department to stand behind the product that Sears/Kenmore is not an issue. At Costco, the item is cheap, customer service is not expected and you are not subject to the Sears/Kenmore baloney of them standing behind the product.

Will I do everything in my power to tell everyone I know how low Sears has sunk these days? You bet. I will be buying anything from them in the next twenty years or so? Not very likely! All they had to do was let me talk to the service technician to see if there is a reset or programming solution to the problem. If that person had listened, maybe suggesting something like just unplugging it for 10 seconds or even having a programming-the-keypad solution to get the microprocessor that is confused or broken back to starting the heating elements, I would have been happy.

If he/she had then exhausted the quick fixes, I would have dumped it and probably bought another one at Sears. That technician is there for you if you have a warranty so they are in place. If I had gotten at least a bit of effort from them, I would keep my loyalty and they'd be getting my business. All I know is that I will avoid Sears like the plague if that is how they want to run the customer service department.

So if you read all this to find out about Sears and how they treat the customer then walk or run away from that retailer as fast as you can. The microwave was made in China so I might as well get one from China that Costco sells and get it cheaper. It might even last more than two years and twenty-one days! How could Toshiba make one that lasted so long and Sears/Kenmore make one that died so soon? Well, I guess they think you are stupid enough to come back for seconds after they have sold you junk they won't help you with. Frankly, I'm not so they can kiss my extended family goodbye and we will shop elsewhere!

A month later, I found out that Sears has not put the money back to my card. So I called again to follow up. I have spent SPENT like two hours talking to different department trying to find the right person to handle my case (appears that no one knows how to handle this in Sears?). Finally, I got a hold of someone at the Sears Corporation and the Sears representative told me that I will get my refund about 5-7 days. However, it's been 10 working days since I called and I have not received the refund. I am now like spinning circle with Sears and don't know what to do.

The customer service representative was unyielding in his position that the only solution would be to get another TV. I was in the store ready to pay the difference in the amount that my authorization would allow, but it didn’t happen for me. I am totally frustrated with the Customer Solution Department’s solution for my dilemma. I have been without my big screen TV now since before Thanksgiving. Please help! The stock number for the TV that they advertise on Sears online is 97547.

That is a lie and they said it couldn't be. Well, I am here to tell you I never picked it up and no one in my family did either. So guess what, I am out $53.49 and they have it all. They said there is nothing they can do about it. So everyone out there needs to quit using this thief of a company. Someone has stolen my money and my product apparently and no one is doing anything about it. Do not use Sears and this now includes Kmart.

I have since called back again and now it is being investigated. I would really like my money back so I can get this gift at another store. I am really disappointed being that I have bought my appliances from them. I don't think I will do anymore business with them. It was a Christmas present for my grand daughter. I work very hard to make her and her brother Christmas special being that their mother passed away and I am now the mother of my grandchildren. I still want to find this gift for her and soon.So it is an inconvenience because now I have to go out and find this gift again. Not good!

Within 6 months, I had to call out another repair tech because the freezer did not seem to be staying cold. This problem was repaired. The following year, there was a problem with the ice maker. Although the ice maker was consistently producing ice, it would not eject through the door as it was supposed to. Again, this was repaired. Over time, I continued to have problems with the refrigerator. I was advised by Sears to purchase an extended service contract each year so repairs would be covered. I did this yearly for 6 years.

During that time, I have had repairs consistently every 6-12 months for various problems. On two occasions, all of the food in my refrigerator was lost completely, and once this melt-down occurred while I was on vacation and my kitchen floor was damaged by the melted ice, water, etc. Sears reimbursed me approximately $125 on one occasion for the lost food. During one 12-month period, we had four separate repairs to this unit. On our service contract, it stated that this would qualify us for a replacement unit.

When I contacted Sears, I was told that one of my repairs did not "qualify" because the ice maker is not considered a "functioning" part of the unit. Since that time, I have continued to have yearly repairs for various issues and now the ice maker issue (ice not coming through door) is happening again. The last time this issue was fixed was approximately one year ago. Since I refused to pay another $140 for yet another service contract this year, I am being told that nothing can be done.

Besides the original purchase price on this unit, I have been forced to pay a yearly fee of between $125 and $150 for service contracts to insure that repairs will be covered on this lemon of a refrigerator. We are a two person, adult family. This refrigerator is treated like a fragile piece of china due to its many problems over the years and still, it continues to be a problem. Do we have any recourse at this point or are we basically just out of luck?

We have had a repair man pick it up and take it to his shop at least 3 times and has been to our home 4 or 5 times to work on it (Mikes TV). He is contracted with Sears, and this last time, he had to call Sears from my home and they sent a modular. They have already had to replace 2 lamps in it. Well, it has worked fine for about a week, and this morning it would not cut on without being reset! When I have spoken to them on the phone, all they can say is: We will not replace your TV!

This TV has a great picture, and if it could be fixed, I would love to keep it! But guess what? It can't seem to be fixed! So what am I supposed to do? Reset the TV every time I want to cut it on? This has been an ongoing problem since 2008! I am at the end of my rope! What can I do? I think I have been more than patient with Sears! And they have been nothing but rude and unsympathetic! I am sick and tired of going without a TV and should not have to! They offered to pay for me to rent a TV, but I was supposed to pay the bill out of my pocket and Sears would reimburse me. (yeah right! ) Please help me! Thank you,

The light bulb was inaccessible, as printed in the owner's manual. So the owner is not able to change the bulb. The technician charge for labor was $163.00 to perform this service, indicating it is task requiring expertise, knowledge, and skill. Further, certain language in the Master Protection Agreement prohibits any unauthorized alteration or dismantling of the equipment which replacing a bulb would require in this case.

I spoke with a representative at the Warranty Department, who told me that the labor charges should be covered and that the bulb charge would be my responsibility. He said he had checked with his supervisor, and she also agreed with his assessment. I agreed to it also, but then he was unable to get final approval for the repair and after being on hold for a long time, I was told that I would have to pay the full charge of $202.16.

I believe he and his supervisor were correct in their first assessment: the warranty should cover labor charges since the light is inaccessible and the owner would damage/compromise the integrity of the microwave by attempting to remove the upper screen inside the oven to change a light bulb. Also, the language in the Agreement (micro display lamps are covered) suggests that this particular bulb would fall under that same warranty protection due to its inaccessibility.

The repairman came on January 20, 2010 to check out the water heater. My wife had the day off so she was there to show him the heater, etc. The repairman first complained that the water was not turned off and stated that it was not his job to turn off the water. He wanted my wife to call a plumber to do so.

He complained that the water heater was not drained and that it was also not his job to do so. He finally got the water turned off (a simple matter of turning off the water valve at the base of the house), tested the water heater, and replaced the top element. He left no ticket and no explanation of what the repair involved.

He left my wife with the statement that we need to replace the cold water valve and that it was not his job to do so.The valve was dry before he came but was leaking after he proceeded to try to use it.The repairman was rude to my wife and tried to intimidate her. He came into the house several times and helped his self to the water from the refrigerator without asking.

I called the Sears number again on Monday, January 25, 2010 to report the above and request that Sears replace the damaged water valve.The Sears personnel apologized for the actions and damage and scheduled a "senior" repairman to replace the valve. The new repairman came on January 27, 2010 to replace the damaged valve.

When he got to the house, he inquired if the water was cut off. When he was informed it was not, he then went into the same tirade that it was not his job to do so. He also said that it was not his job to replace the valve as it was not part of the heater. He again said we need to get a plumber. He and my wife got into a shouting match, and I was called.

The repairman was calm when he talked to me, explaining the above. He did not feel the previous repairman damaged the valve, even though it was not leaking prior to his visit. I told him I felt Sears should replace it, as there was no leak prior to the Sears repairman coming.The repairman said he could not replace the valve as it was not part of the heater, and he could not do anything outside of the heater itself. He did say he would tighten the packing, but that was it.

I feel Sears should replace/repair the water valve that they damaged. I do not feel it is my responsibility to replace something that was working fine before the Sears repairman damaged it. I definitely will never buy any appliance that will be serviced by Sears.There is absolutely no reason why a repairman cannot be civil on a scheduled visit. If he is incapable of doing the repair, he should say so and get someone who cannot damage something and leave. Any help will be appreciated.

The repairman, who works for Sears said the patch is "uglier than the cracks" and that once you have cracks forming, more cracks will continue to form and the patch does not prevent more cracks. My "Master" warranty is until 2013 and specifically states cosmetic problems are covered for 3 years. I told the repairman and then subsequently the store manager where I purchased the refrigerator that I: 1. Don't consider cracks in the case of the refrigerator cosmetic, but is, instead, a materials defect and a health hazard (food bacteria would be trapped in these cracks), 2. If they insist it is a cosmetic problem, an ugly patch that doesn't prevent more cracks from forming is not a sufficient remedy , and 3. I paid an extra $280 for a product called a "Master Protection Policy" that specifically says it covers cosmetic defects for three years from the date of purchase and that their proposed remedy is not in good faith with the written agreement.

The store manager said he would follow up on this and call me back. It has now been three days and I left a second message with no call back. I strongly believe Sears owes me a new refrigerator and I'm angry at having to fight for that after paying for what we thought was a "high-end" product and a warranty we thought was comprehensive.

As a further aside, in the past 5 years we have purchased a washer, dryer, dishwasher, built-in microwave, and a dual-fuel range from Sears, all top of the line products. We also had problems with the washing machine and dryer which have not really been corrected to our satisfaction either. (The fix for the washer problem included having a door that now must be slammed in order to get it to close).

So much for appreciating loyal customers. I will never purchase anything from Sears ever again and plan to advise everyone else to do the same.

They adjusted something and it ran quieter. On January 9, 2009, the dryer wouldn't turn on so I reported it and I was asked to turn the breaker off among other things. It would not come on so I was told that a service representative would come out on January 15. A representative came but was unable to fix it so he ordered a part and rescheduled on January 23. Sears called to find out if the part came in three times. When my husband called to ask if they could come out any sooner, a representative was rude and told my husband "that’s what Laundromats are for".

On January 22, I discovered that my washer was leaking underneath so I called and I asked if they could look at it while they were coming to fix the dryer the next day. I was told no because that’s a separate service order and they would come out the 27th to check the washer. I was hung up on when I asked to speak to a supervisor. On January 23, after waiting until 3:30 PM for a representative to come, my husband called and I was told that the technician who was scheduled to come to our home wasn't even working that day. My husband called to complain and someone came out for the dryer only. Again, the part did not work and more parts were ordered. I called that evening and I was told that they would reimburse me for the cost of the Laundromat.

After 3 more phone calls to see if the parts came and confirmation that both appliances would be serviced, they were to come on January 27. This being the third full day I had to have someone at the house between 8 AM and 5 PM, my husband called on January 26 and he was told that they were to repair the washer only. He demanded someone to call and the representative did come and repaired both. (hopefully).

Another visit from Sears service happened on February 2008. The blower was stalling and backfiring through the muffler. In March 2008, the machine died midway of doing my driveway. The machine was gone for several weeks to replace a flywheel key. In February 2009, the machine almost caught fire, because of backfiring through the muffler.

it is now February 2010, and I have had several other service calls because of the machine stalling for no apparent reason. A repairman told me that "the gas cap is too tight." He then left again. Well, the gas cap is as loose as it can get without falling off and it still stalls. As of today, the machine is in, getting the coil replaced for a week now.

I called customer service to explain my problem, obviously frustrated at this point, only to have the Sears representative tell me that I am only holding up the process by inquiring as to the status of my property. The call ended with this rude individual hanging up on me. This conversation was actually recorded, as i informed this person "much to her disliking."

I am unsure of the legalities of this, but I know that their answering service advises you that your call may or may not be recorded for their purposes but does not tell you you have an option not to be recorded. (That's kind of a one-sided agreement, if you ask me.) Also, I have not even mentioned the more trivial problems such as shoot cables constantly freezing or pull chords breaking because of difficulty starting the machine. Anyone out there with similar experiences or advice?

Needless to say my wife was ecstatic, I was upset, and they didn't seem to care that they just blew my Christmas surprise. I got on the phone at that point and cussed the person a new one! I then called the "national customer care" number and they still didn't do anything about it either. I just bought another HDTV on 1/16 from Sears. I didn't like the picture quality and returned it. Now they are trying to charge me $173 restocking fee! I had the TV right at 1 week before I returned it and I am not paying for a TV that I don't have, the set is still in brand new condition. They are trying to get me to pay them for me not liking and returning the TV. Not!

I made the ** mistake of putting in my e-mail address thinking that there would be another screen. There wasn't, instead I got an instant message on my inbox saying that I had given "informed consent". I did not. From then on, I get junk e-mails and have not yet found out how to stop it. Dirty, sneaky, old Sears.

First, she told me that all internet prices have to be price matched online. I explained to her that the online customer service sent me there. Tera then called the Sears customer service and apparently received clarification that it could be done at the store. After waiting there 1.5 hour literally for her to study the store policy, and to do some research and confirm availability, she told me to come back on January 21st, 2010 when the TV is there. I was very disappointed with her answer especially since I had to stand for 1.5 hour in the store while being 8 months pregnant and having to carry a 2 year old in my arms as well. But, I did not have a choice but to come back. I asked Tera to write a note on the Frys ad what the price was on January 17th, 2010 and the fact that the item was available.

On January 22nd, 2010, I came back to the store. However, Tera was not there. Marvin was the store manager at the time. I was confident that there would not be a problem with the price match since I already had a note from Tera. After explaining the situation to Marvin, he wrote down on a piece of paper the sears customer service number and told me I should call that number. I was not only disappointed but also outraged by his response. And finally, he said that Tera should be available the next day at 4 pm. I went home empty handed.

How could Sears's employees have such poor training on their own store policy? Was there ever training at all? How could the sears.com customer service told me different reasons from the in store manager? This not the first time I had tried to price match. Approximately 1 week before, I asked Sears to price match Frys (This was at the Willowbrook store). And the manager told me straight out that they did not price match Frys. I asked for the reason why. He told me also they did not price match Wal-Mart. If that is the case, Sears need to put this on Sears Price Match Plus policy for accuracy. Sears price match policy made it sound like it was so easy to price match and very misleading to the customer. At this point, I am ready to cancel my order and write complaints to every complaint board available. Sears, please provide a better customer service and do not mislead the customers. I am highly disappointed and probably will not go back and will not recommend Sears again.

Taking his suggestion, I went to the closest Sears hardware store near my house where I should also pick up the TV that was scheduled to be at the store on January 21st, 2010. The manager, Tera, seemed to not be very knowledgeable about Sears price match policy. First, she told me that all internet prices have to be price matched online. I explained to her that the online customer service sent me there. Tera then called the Sears customer service and apparently received clarification that it could be done at the store.

After waiting there for one and a half hours, literally for her to study the store policy and to do some research and confirm availability, she told me to come back on January 21st, 2010 when the TV is there. I was very disappointed with her answer especially since I had to stand for one and a half hours in the store while being 8 months pregnant and having to carry a 2 year old in my arms as well. Still, I did not have a choice but to come back. I asked Tera to write a note of Fry's ad on what the price was on January 17th, 2010 and the fact that the item was available.

On January 22, 2010, I came back to the store. However, Tera was not there. Marvin was the store manager at the time. I was confident that there would not be a problem with the price match since I already had a note from Tera. After explaining the situation to Marvin, he wrote down on a piece of paper the Sears customer service number and told me I should call that number. I was not only disappointed but also outraged by his response. Finally, he said that Tera should be available the next day at 4 pm. I went home empty handed.

How could Sears's employees have such poor training on their own store policy? Was there ever training at all? How could the sears.com customer service told me different reasons from the in store manager? This was not the first time I had tried to price match. Approximately 1 week before, I asked Sears to price match Fry's (This was at the Willowbrook store). The manager told me straight out that they did not price match Fry's. I asked for the reason why and he told me they also did not price match Wal-Mart. If that is the case, Sears need to put this on Sears Price Match Plus policy for accuracy. Sears price match policy made it sound like it was so easy to price match and very misleading to the customer.

At this point, I am ready to cancel my order and write complaints to every complaint board available. Sears, please provide a better customer service and do not mislead the customers. I am highly disappointed and probably will not go back and will not recommend Sears again.

I called Sears the day after the installation, since we were concerned about the placement of the Maxi Vent. Even an old woman knows it should be as high as possible, near the ridge. However, it is halfway down the roof. The salesman looked from the ground, on one side, and said it was good enough. Against my better judgment, all I could do was hope for the best.

That summer, I noticed excessive falling off of granules from the shingles. On July 11, 2009, I noticed the shingles becoming bare, curling and breaking. I called Sears Home Central to report on this. It took several calls before someone got back to me. It was July 31, when another rep from Sears inspected the roof. Without hesitation, he informs me that the ventilation was not properly installed, that this was causing the problem and it was Sears' fault. He said that Sears would fix the ventilation and install the shingle for the roof at no cost to me.

the most deplorable and shameful performance I have ever seen in my life.

Naturally, I was unhappy with the $129 fee after only 13 months of usage (It is just my wife and I; I am a retired schoolteacher), but I accepted that fee. I was told by the scheduler that for $214, I could have an additional one-year warranty and it would cover this visit by the repairman, including any parts. This was, clearly, another chance for Sears to sell me an extended warranty. I have no idea how much repair parts cost, so I did not offer them $90 more of my money. Well, I found out when the repairman showed up, he started the machine and it worked just fine. We asked him to start it again, but now it did not work properly. He told me it is a computer board that will cost me $224! So, one month beyond my warranty from the manufacturer, Sears charges me, with tax, $377 for my washing machine! I phoned the store and they directed me to the corporate headquarters where I ended up speaking to a department called "customer complaints when products fail too soon".

The gentleman first offered me a $25 gift card then upped it to $50, his final gift. I am not complaining about their effort to appease my annoyance at my bill. But I want to complain nonetheless that Sears certainly should have honored the warranty, especially if they would not charge for their serviceman to fix the machine, nor would they charge for the part because they honor the Kenmore warranty. Surely, I am not pleased with the quality of the machine, but Sears played what I call an immoral game of paying for warranties and not being forthright about the products. They all agreed it was not normal for the machine to break, but they were unwilling even to sell me the $214 extended warranty plan and stuck me with a $377 bill. Shame on them.

I told them that they should be put back up because customers have no way of knowing they were supposed to be on sale. One salesclerk said it didn't matter because today was 1/16 anyway. I said the signs should remain posted until the store closed, 4.5 hours away. I am still very unhappy with this careless and unprofessional behavior. I will also file complaints with Broward County and the State. Shame!

I waited between 8-12 on that day and no one called or showed up. I called to reschedule, they said that the service tech called me and I did not answer so they did not show up. On the rescheduled date, I waited for another 4 hours. I called 3 times in that 4 hours and was reassured that someone would be there before 12. No one showed or called so I called again after 12. They said that they are running late and will call me before coming out.

Well, of course I had to reschedule that appointment at a $25 charge because the Sat. guy showed up when the truck got there. So the delivery guys go ahead and install the washer and dryer and tell me to leave it running. Well, 30 minutes later, there is water all over the wash room floor and running into the bathroom. They forgot the drain hose. I called them back to clean up the mess. Forty minutes later, they arrived, cleaned up the water with our towels, and took the rug to be dried out in the hall.

Day 5: Delivery is again for 11 and 1. The truck arrived at 6:30, same guy. He said the rug would be returned tomorrow. In between this time, I called Sears customer service line and got plenty of "sorry", but no one can help me even get a refund on the delivery charge. Day 6: Still calling Sears, no call backs as promised and no rug! Day 7: I went to the local Sears store, brought the TV back myself and talked to the store manager, who tried to talk me out of the return and even offered a $200 store credit. So fed up, I refused and wanted a full refund. Guess what, he can't override the restock fee and charged me $250. I told him, “Go ahead.” I'll fight it later, but I want them to pick up the washer and dryer.

Day 8: Sears is scheduled for pick-up between, wait for it, 11 and 1 (it's almost a joke now). The truck arrived at 7:30, not the original truck route so the driver has no paper work on hand, only handwritten information. Day 9: Starts tomorrow, I have to go back to the store and try to get something saying they picked up their **!

Anyway, he continued with his work, had to turn the gas off to put the heater in, but when he reconnected everything, the furnace would not start again. I called Sears again and said I need someone out because my furnace no longer worked and it was winter in Illinois. They told me the earliest they could come was Saturday (it was Wednesday morning). I said that was not acceptable and I had a service agreement with them and I could not be without heat for 3 days. They said that was all they could do. Anyway, I ended calling in a heater person to fix it.

So why do I pay hundreds of dollars a year to have my furnace checked once a year? I had a similar incident with the air conditioner, it did not work after the install (new from Sears). I could not get them to come out (they argued that it was warranty versus service) and would cancel the appointments without even calling. My brother-in-law came and found it was a hook up problem which he fixed. I left that go as a mishap, but now I am thinking they have no emergency service or think they should do it.

And I called their customer service and they told me they should have expedited it to their emergency department and said they were sorry, never asked my name or anything to research the problem, or go back to the person on the original call to better train them. Another customer service person said they would try to expedite the appointment but found there was none sooner, so I’d go 3 days without heat, wrong. Unbelievable bad service and I pay for this. Never again. I paid money to have my furnace fixed versus getting the service from Sears which I already paid for.

After the most terrible customer service ever, I requested the order to be cancelled. I never received any confirmation. After I was told that it would take 3 - 5 days, I called back. They again said they would cancel the order on January 8. They tried to cancel it again on the 10th. I spoke to them today, January 15, and they informed me that every time someone processes a new cancellation request, it sends me down to the bottom of the queue. I cannot get this order cancelled or refunded.

Sears tells me the machine is not worth any more time or money and cannot be fixed. The cost of this machine was over $1100 and it is only 8 years old. In addition to the $1100 we have spent about $800 in service calls, plus insurance now to cover service calls for a machine that just won't work properly. It floods frequently and has ruined my floor and the ceiling below it. It sits in my utility room with a basement stairway underneath. We have had to pull out all the ceiling underneath and replace it, but we are still getting water! This machine has been nothing but a nightmare for the 8 years I have owned it. Years ago, a washing machine could and would last 15 to 20 years. We are a family of only two adults so we do not overuse this machine! Yet, it is horrible and has cost me a great deal of money just to get clean clothes.

"I have a Kenmore washer 41743142300 that I purchased from Sears. It has been making loud noises and leaking. A technician came out today looked at it said it needed repairs totaling $557. Foolishly I made an appointment to repair and paid for them. I just now looked online and learned that this is an ongoing problem with this machine and that Sears is well aware due to the numerous complaints. In fact there is a video that describes in detail the problem with this machine. Please cancel my repair scheduled for next Wed 1/20 and credit me the amount I prepaid for repairs. I will buy a new washing machine but not from Sears."

To be aware of a problem yet trick consumers by not informing them that this is an ongoing issue when they repeatedly call about these machines is deceitful. I am filing a complaint with Consumer affairs today. Furthermore I won't pay for the repairman who came today since he came to address a problem Sears is fully aware of. I am hoping you can launch some sort of investigation into this issue so more people aren't affected by this scam.

After getting very upset, my husband tried calling the customer service department. He got tired of waiting for a supervisor and hung up. I called, after waiting 20 minutes, I hung up. I called again thinking if I could get a hold of the same person who put me on hold, I could talk to a supervisor without being put on hold again. I waited 10 minutes on hold before a supervisor came on to say "sorry, I can't do anything for you". I asked her what good is a supervisor for if she's not going to do anything? What good is a customer service personnel handing me off to her if all I was going to get was sorry? After asking her the question again, I was told I was rude. I told her, "no, rude is cancelling an appointment after it was made 2 weeks in advance".

My question is: Does Sears really need supervisors? Sears, save yourself some money. Get rid of your supervisors and spend the money on getting good, reliable help. Now, there's a concept. Sears, you will not be getting my business anymore. I'm cutting up my charge card. We then received a (local) phone call on why we didn't want to reschedule. I asked if we could speak to someone to voice our disapproval and received a claim #**.

We then went online to sears.com and spoke to someone who then set up another service appointment for 1/11 and when we called the morning of 1/11 to confirm this appointment. We told them, we needed someone here after 11:30. I arrived home at 10:45 only to find that the tech was here at 9:30. They left a message on my machine telling me someone would contact me and perhaps they would set up another appointment. By 2 in the afternoon, no one had called back and I took it upon myself to once again call them and was told that they were to busy and could not come back to my home today.

I know have nowhere else to turn and have a $500.00 dryer that does not work and never worked, sitting in my basement. I need to know how to proceed. Help.

Early this morning, approximately 9:30, 9 January 2010, the day that had been scheduled and confirmed by your representative, we were told that the computer had made a mistake, and you did not have any repairmen working on Saturday. We were further told the earliest we could have our unit checked out would be on Tuesday, 12 January 2010, between the hours of 8:00 - 12:00. Needless to say, this was very disturbing to both my wife and I. We had made arrangements to meet with the repairman and all other plans for Saturday, 9 January 2010 had been cancelled.

I made several calls to the numbers listed for Sears Home repair only to get answering machines. Finally, after several attempts I came across a number that offered me Customer Service for your organization. The number I called and spoke with a real person was 1-800-469-4663. This also prove to be a waste of time because the person answering the phone in Customer Service, after hearing an explanation of my problem placed me on hold and never returned to the phone. I would very much appreciate hearing from someone in their organization, explaining if this is their standard procedure or if there is someone that can possible assures us that this will not happen again.

They also informed me that my bill needed to be paid in full in May or I would have to pay an additional $500.00. I explained to them that I was unable to pay anything on the bill because I didn't receive a bill. I also told them I tried numerous of times to contact someone from the number located on the contract but I received no response. The representative from Sears tried to contact CitiBank (Credit Company) to see if they could adjust the due date I needed to pay the bill in full. CitiBank said no and they were sorry for the inconvenience but my contract said the bill needed to be paid in 12 months. Again I explained to Sears and CitiBank that I could not make payments if I didn't have a valid phone number, account, and bill to pay them with. I also was not notified that I would have to pay an additional $500.00 if the bill was not paid off in May 2010. I am unsure why I would be charged $500.00 because on my contract it says No Interest for 12 months.

This is clearly a product defect and no refrigerator should be this troublesome especially in the first 5 years. Additionally, I had purchased a camera from Sears, a pocket type digital camera and when at the counter, the salesperson asked would I like to purchase an extended warranty for this camera. At no point did she say the viewing screen was not covered! One day, while it was in my top pocket, I believe the heat got to it and the screen became damaged. I took it to Sears and got a flat no as to my warranty. Tell me, what remaining parts are covered that tend to go bad? The camera was 3 months old! Poor business practices for a chain that used to want your business.

Then on my next call, I was told the part ordered has been delayed and they did not know when I could expect and they would call me in 24-48 hours. No call. My next call, I was told I received the part. I did not. I spoke to a supervisor and they were trying to find out if in fact the TV was fixable or not or what happened to the part.

One of the technicians asked why they had not replaced the TV, I asked them that and I received a jumble of excuses. This TV is still under a 1-year manufacturer's warranty and I also purchased a 3-year in-home master protection agreement. I am furious and don't know who to ask for advice so I hope you can help me. The TV is barely watchable. All the colors run together

I was angry and tempted to cancel the order but Sears already had my money. And my dad really needed a freezer so I rescheduled for Dec. 23. This time, not only did they confirm the appointment the night before with him, I personally called the delivery number to confirm. I explained the frustration from the previous delivery date and was assured his freezer would be delivered as promised. They never showed up.

I started calling at 4:00 pm and after several hours and many telephone calls, I was told that the delivery would not be made that day. In fact, the item had accidentally been left off the truck. I repeatedly asked during these calls to speak to a supervisor and was put on eternal hold. I never spoke to a supervisor. I was ultimately given the number for the main supervisor of deliveries. It turned out to be the personal number for Ms. Pilar **. She took time out at her home to listen to me and try to make arrangements for a Christmas evening delivery. She was not successful, but did arrange for a Dec. 26 delivery. That delivery arrived two hours late, but we were kept informed of the delays and reassured that it would be forthcoming.

At 98, we are not sure my dad will be with us next Christmas. There are few things that a gentleman this age needs and wants so when there is a special item he wants, I try very hard to see that he has it. He waited patiently for two days, all day anticipating his Christmas present only to be deprived of that joy by Sears delivery people. I have emailed customer service who refuse to send a letter of apology to this gentleman. That was actually the only thing I asked of them. The telephone people were rude, uncaring, and absolutely determined that I would not speak to a supervisor, if they even have one. I will never purchase anything from Sears again.

I was shocked when the girl started yelling at me that they were not going to reimburse me for the service call; at which time, I yelled back that I never asked to be reimbursed. I wanted to complain about being lied to. Then she hung up on me. I called right back and a very nice young man forwarded me to someone else who said they were at a corporate number, listened, said they would send me a $25 gift certificate and opened a repair complaint. Two days ago (Tuesday) I got a call from someone, who mumbled so terribly we could hardly understand him, asking if we had received the part yet. I told him no, but someone was supposed to be here Thursday to install it. He assured me the part would be there to have it happen.

It is now Thursday. No part and no call from the repairman. I called Sears and was told that, "Oops, its not there?" So I will have to wait until it does get to me and then call to reschedule for the first opening they have. I am now not just irritated, but mad. Company, the holidays, no clean clothes left, no promised CCU unit and no communication from Sears. I called customer service again, talked to a very nice woman named Yadira who gave me another number to call because all she could do was write up the complaint. I wanted some accountability. I then talked to a Denise, who pointed out that I shouldn't interrupt her, let her finish what she was saying about how I didn't have the extended warranty, so she couldn't do anything for me (no kidding, except that I had already paid for the service call and part so an extended warranty was moot), yet would interrupt me and give me a snotty "You're right" when I called her on it.

She didn't like it when I answered her question about what I expected to have done for me - that "Nothing can be done. Basically, I'm screwed" and said she was going to put me on hold because I was upset. About a minute later, she got on again and the conversation went nowhere after that. I may have been mad, but I was very careful to not raise my voice or yell. I did let them know in my tone that I wasn't happy. Their customer service reps must get a lot of calls because they start out the day and the calls with bad attitudes. My next steps will be to send a copy of this (with more information) to the corporate office, along with our cut up store card, and a picture of the back of my car with a sign on it about why I have a problem with Sears. I will give the gift certificate away making sure it is used, but not by me.

While on hold, I checked Sears.com and found the item was still listed as In Stock for Delivery. I explained this to the manager. I also questioned why my account was charged for an item that was cancelled. She explained that it is Sears policy to charge for items as they are ordered, and that individual stores in local areas then fill the order. She stated the order was cancelled on the 20th and that it would take 3 to 5 business days from the 20th for my account to be reimbursed. Today is the 30th. I have yet to receive my reimbursement. It is very unfair for Sears to collect payment, cancel my order without notifying me, collect interest on my money, and perhaps the most aggravating, I checked online again today, and the Disney Toy Story Sleeping Bag is still listed as In Stock for Delivery.

I know this won't happen but talking with two different customer service people, they will not replace my blower for a different one and will not even pay for the service work. All they would say is we have a 30-day warranty. I explained this was an ongoing problem from day one and that the warranty should be covered due to that fact but they would only say 30-day warranty. I have lost a lot of respect for Sears as I thought there would be more consideration for their customers. I do not think I am being unreasonable. I have a bad back. This is why I bought a snow blower for me to pay $2,100 for this luxury was a big decision for me.

The tech came on 12/11/09 and determined the parts were under warranty. I paid him by credit card for the $129 + tax. He emergency ordered the parts and said that they should arrive at my home on approximately 12/15/09. He also scheduled for repair on 12/18/09 pending parts delivery. On 12/16/09, Sears called to verify parts delivery for repair on Friday, 12/18/09. I told them I didn't receive any parts. I asked if they could be tracked and he said he wasn't able to that and that someone would contact me in 24 hours. I called Sears the next day at noon to find out the status of parts. I was told 1 of the 3 parts was now on back ordered from the manufacturer (Whirlpool) and the earliest ship date was 12/24/09 (huh?). I continued to check on the parts status but no change.

On 12/28/09, I called Sears customer service to track parts. Now, I was told they didn't know when the parts were going to ship. I must have talked to 15 different people and no one could give me an answer. On 12/29/09, I went online to Sears parts direct and found all parts needed in stock. I called the phone # and asked if parts were available. The person told me yes and they could be delivered to my home by 12/31/09. Of course, this would cost me over $1,000. I immediately called Sears to tell them what I had found out and that I had been lied to and was going to file a complaint with Consumer Affairs. The person told me someone would call within 24 hours which is what I've been told over and over. As of this letter, 12/30/09, Sears has not contacted me.

The next 2 times that I called, the representative told me that they were sorry and it was shipped and she was taking off the shipping fee for the inconvenience. I called yesterday and the rep told me that it has not been shipped yet and the order is still processing. I told her that I was very frustrated and would like to cancel my order. I could have gone to the store and bought it by now. They told me that I could not cancel and that the manager was too busy to talk to me. I would have to wait another 48 hours until someone could call me back. I want my money returned and the order cancelled.

I checked 4 stores in my area and they all have the air purifier in stock! This website is fraudulent. I order online from other sites and always receive the product in 1 or 2 days.The total purchase was $170.14 . I have checked again before I wrote this e-mail and the order still has not been processed. I want the money returned to my account so I can go to the store and purchase the Christmas gift for my brother which is now 5 days late.

I waited the entire day and no one showed up. The next day, I received a call from a customer service representative who set up another appointment for 12/19/2009 and again the technician did not show up. Over a period of a few days, I spoke to several individuals at Sears and was eventually given another appointment for 12/23/2009. I received 2 phone calls on the day of this last appointment, confirming the appointment and assuring me that the technician would be there. The technician never showed up.

The next day, I was contacted in an attempt to schedule another appointment for 01/06/10. I expressed that this was unacceptable and that I had been inconvenienced enough by Sears and I wanted someone in my home asap. The representative assured me that she was going to contact dispatch and get me a priority and she would call me back within the hour. This occurred on 12/24/2009. It is now 12/28/2009 and the only call I have received was from a scheduling agent trying to set me up for 01/07/10.

Be prepared to be on hold for 30-40 minutes at a time while waiting to speak to a real person. This is no longer an efficient or customer friendly company. I, unfortunately, just purchased a new refrigerator from them (October). I have put in several service calls. When the servicemen come, they usually fix the problem, are polite and helpful. Although, they try to be politically correct, they too don't have respect for customer service department. I will never purchase another appliance from Sears. (I am now stuck with a multi-year service agreement). It is too bad that companies do not factor in the lost revenue from unhappy clients when making the outsourcing decision. You may pay your staff less, but how many clients are you losing?

At 4PM, my wife called and they said the repairman would call us. At 5:00PM, after not having received a call, my wife called again. They told us again that the repairman would call. At 6:00, we called again and were told they had no record of our previous calls and that the repair office was closed. They couldn't get a hold of the repairman.

I called last night and I was told the office that I needed to be transferred to. I was to call back at 8 a.m. so when I got to work, I did just that. I was told again that I needed to call back; the office was closed. Around 1:15, I called again customer service. First, they told me that it was not their problem and I needed to contact the store. After telling this person that this was my 3rd call and this needed to be fixed and the store was not the one who gave me the price and the repair facility in Dallas did because that was where the chainsaw was shipped to, she transferred me to Sears Credit Card services to file a complaint.

I did not use my Sears CC. I hung up and called back again and now I was sent to the billing department. The man who assisted me in that department informed me that they have a $50 play room for the fee to be higher and there was nothing I could do. I was told $118.72 and it cost me $147.02, that was only $28.30 and that was under $50. I told him just what I said before, that I would not have authorized the charges. I was never told anything about the $50 difference play room for charges and I did not agree with it at all. I explained that I grew up going to Sears with my grandparents and if they were alive today, they would do just what I am doing and that's never stepping another foot into Sears.

The first gentleman I spoke with said he could do nothing for me. I then asked to speak to someone else and he put me through to the Sales Department. I spoke with Don ** who also said he could not help me out. I asked to speak to his supervisor. He put me through to Sandra who said all she could do was to give me the standard rate pricing of $129 which would only save me $35. She told me that I should have purchased the warranty.

I am very unhappy with this service and will never purchase another Sears product again. I didn't expect to get it done for free but I did expect a better labor discount than $35 on a two-year-old product. Maybe I'm wrong but to me, a motor breaking down in two years seems like a faulty product. I've had better service relations with car dealerships than I just had with Sears.

On my way out of the store, I stopped by another cashier and asked to see the store manager. She asked why and when I explained what had just happened, she said that was not the company's policy and she would make the exchange for me. The only thing she needed was to see my I.D. I did not want to wait in a long line so I returned to the original salesgirl and explained to her that her information was incorrect and told her that I had spoken to someone who had been at the store for several years. She then agreed to take my I.D. and rang up the transaction and completed the sale. This was a very trying experience for me and I hope this does not happen to anyone else. I was extremely dissatisfied with the way I was treated.