Sears Reviews

I took my merchandise, went back to my mother's home, found the correct ticket and went back to the store. I again asked for her at the counter and when she arrived, I told her to take the devices off since I now had the ticket. I was so mad that in a loud tone of voice I told her to check the articles one by one on the ticket because she just took a quick glance at it and did not really check and I looked at the crowd in line and said, "Yes, she treated me as a crook before." She responded that those were too strong words to say, that she was only doing her job which she knows how to do and well. If Ms. ** really knew how to do her job well, she wouldn't have spoken in a loud tone over the phone. Hope someone there sends this lady to take an updated course on human relations so she can learn how not to offend your customers in public. Please attach this note to her personal file.

We went to Sears to return the treadmill. Sears said that since we did not receive the treadmill and bring it back that they could not give us our cash back, and we would have to wait for 7-10 business days for a check for the amount that we paid in cash; and the amount we paid in credit would be credited to my mother's card. We paid the store for a service in cash but had to wait for the clearing house to send us a check. The manager gave me the store manager’s name and phone number (Jim **). He was either busy or unavailable for almost 2 weeks.

When I finally spoke with him (December 19), he said that he would investigate and call me in an hour. I did not get a call back. I called back on December 20. He informed me that since I did not receive the goods that another company cut me a check, and I would receive it within 10 business days of the cancellation. Of course, 10 business days had already past. If I pay Sears for a service in cash, Sears should pay me back. They are the Sears that stole Christmas.

After talking to numerous people again, I had to fax the receipt to a girl for input. Sears Service is everywhere, including reps from overseas. The first girl could not speak good English and found it difficult to understand the situation I was in. I missed Thanksgiving - I could not cook! By the way, no one cared or seemingly expressed concern. The tech finally came and ordered parts to the tune of 700 dollars. He came the next week to input the parts and we thought all was well.

It is December 19th and while baking cookies for the Christmas Holiday, the stove went out again. I called service and was told they could come out Tuesday. I asked if they could overnight the part, because this now means I lose Christmas too!

The stove is not cheap (1500 dollars) and I expect 700 dollars worth of parts to work! The girl told me she would try and see if they could overnight at the parts depot, hold on. Guess what? She disconnected me. By the way, this happened continually during my numerous conversations. I was also told that they could deliver a stove for me to use for Christmas. That's nice but where should I put it? I don't have room and an extra gas line!

I cannot tolerate this type of service from Sears. There is no customer service that shows concern. I paid over 300 dollars for a service agreement that seems to be difficult to fulfill. I know they can overnight parts, as it is their fault quality was not up to standard. I refuse to go another holiday without being able to cook. I cannot tolerate being disconnected continually and I want my stove fixed before Christmas or replaced.

I went to my car, went down the street to Best Buy and purchased a $439 video camera. They had very good customer service. I guess that's where I'll be shopping for Christmas presents now. I have been a loyal Sears customer since 1973, but she really crossed the line. Thanks to her, you have lost a customer, and word of mouth is the best advertisement you can have.

2) How do they get away with using unqualified labor for something like this in the first place?

So I re-scheduled. He came the next week but did not have the part. So I scheduled him to come the following week (12-18-09). I just received a call saying he had a family emergency (which I completely understand) and that my appointment had been moved to 12-29-09. I called to complain and while they apologized repeatedly, no one actually did anything to help. They did put me on hold for 10 minutes or so on the pretense of helping, but in the end, an apology was all I got. Apparently, the entire Sears repair organization hinges on this one repairman and if he's out, there will be no repairs. Of the three different people I talked to to try to get another repairman out to fix my new dryer, no one could actually help. They are very good at apologizing though so apparently their customer service is always this bad. Had I bought my appliances from a local dealer instead of Sears (who subs out their repairs to A&E), I certainly would have gotten better service, but not a better apology. Sears is pretty good at apologizing. It's what they give you in lieu of actual customer service.

For the last month, I have been on the phone complaining and each time I get a different phone number to call or they never get back to me. Last week, I called the latest number I was given and I received a case number. I was told I should be hearing something within the week. It's been nearly two weeks and I called back since no one called me. The rep told me they had no record of my complaint and they don't issue case numbers, but she would leave a message with the manager who will call me back tomorrow morning. Sure. I will never buy another Sears product again. It pisses me off that so many long established retail stores where I got far superior service have gone under and this company is still around.

I then ordered another new dishwasher through a Sears manager, Gazelle, after my complaint as I needed it before Thanksgiving. Well, Gazelle failed to order the dishwasher. In the meantime, I needed a dishwasher. Darlene, another manager at Sears, told me to use the old one, so I had no choice. We were stuck with this used dishwasher, because I was hosting Thanksgiving. My husband had to install the used dishwasher which took him 4 hours to do. The dishwasher Sears said was normal to be wet and mildew inside doesn't even dry after each wash. What a joke! I know this dishwasher was used and Sears is lying about it.

The inconvenienced Sears has caused us as customers has been just ridiculous and horrible! I wrote many, many email complaints to the corporate office and never once a response from Sears but when I called to complain again, the notes had said district has sided with Mr **, the general manager. I would like to return my range as well, as it doesn't heat correctly and the rubber pieces are always falling off every time I clean the grates. I do not have faith in Sears to fix my appliances and I will never shop there again. I am now waiting for a response from Sears to pick up the used dishwasher, but from experience from Sears, they love to play games with their customers.

As a 62-year old woman, I remember when Sears was a trusted and reliable company. No longer is that true and, literally, millions of families have learned that Sears is no longer the bulwark it was once. The below account is true, and needs to be resolved. Customer service is not doing its job. There is no account manager. There is no one to go to who oversees this customer service department. Sears has become a sham, which is a sad shame to someone like me who depended on Sears as a reputable company for decades. To bounce back Sears, you must deal with the consumers. You cannot leave us out in the cold. It is not about making money for Sears, it is about pleasing consumers because without consumers who have good service, you have no business. It is that simple.

Here is the situation: This consumer (name withheld from publication), a college student in Silicon Valley, ordered items from Sears online on November 12, 2009. It is now December 15th, and still no progress. This young lady has contacted Customer Relations numerous times during the more than a month, now. This is the order number: **. It is a simple order. Yet, it appears that the items have been drop-shipped. One of the items was from a Sofia ** of Torrance, California. This consumer is bilingual. Must she contact Ms. ** in Spanish, herself, to clarify the problem for just one of the items? In addition, this consumer is being charged, which may well end up as part of a class action suit, because Sears has hurt many thousands of people with its deficient policies. Now, this should be easy to resolve. Why has it taken over a month? There is an order number, there are the items, they should be shipped, and then the consumer is charged for those shipped and received items. Yet, this simple delivery did not happen.

This should not be a problem that must be taken to court. It is ridiculous. I do believe that CEOs forget that first and foremost it is the consumer who makes or breaks the company, it is not the managers, shareholders and corporate offices. Somehow that logical equation has been lost. This consumer is not, by far, the only unhappy and angry customer. There are thousands of others. I, in fact, will no longer purchase from there because I was looking for some big item appliances I have heard too many stories of the deficiencies of delivery, installation and correctly functioning machinery. There was a time that women, families, men and children looked to Sears as a pillar of good marketing that is no longer true. Please check this one order. It is not a long one. It can be done; however, currently it is done incorrectly, wrong, and has created hardship. This is wrong. It is one simple order. Customer order: **.

Please don't suggest customer service again, as there has been no service to the customer. That is your problem at Sears. Customer service involves not only your clerks in the stores, but all those people with whom you contract out, installation people, delivery people, repair people, and the list goes on and on. Those are customer service people. It is what runs a company. Without decent customer service, you have no company. I do not know why this is such a stumbling block for many companies. It is such a simple equation. Customer service is the buffer between the problems that occur with customers and the company without them, the company becomes, like Sears has, tarnished, unbelievable, not trusted, and people simply quit returning.

In your statement to shareholders you said, "We have taken steps to help our vendors, investors and the media understand our strong financial condition and our significant credit availability. This has helped in most cases to calm concerns driven by negative, damaging, and often unsubstantiated rumors about our company." Who did you left out were the most important people to your business: your customers. There is no money without customers. Thank you for your consideration in this matter. I have no idea why something so simple has become so complicated. Unfortunately, I am aware that this is not an unusual situation. What is unusual is that a formerly very reliable company has now become untrustworthy. That is definitely not something you want.

I understand that there has been a lack of retail experience prior to those in management taking over. That is a shame. However, pretend you are a customer and your items for loved ones at Christmas which were ordered six weeks in advance have never been received, are lost, have been delivered in the wrong sizes, or not delivered at all. And the only explanation you receive is that you, the customer, is liable not the corporation. That is a huge mistake. Customer service is what drives a company. Think of times when you did not receive good customer service, how does that reflect on the company you were doing business with? Of course, it impacts your feelings. All you're asking for is to purchase (with money), an item(s) and then you are turned on. Would you go back to a situation where you are humiliated, ignored, treated badly, and no one tries to fix it? Of course not. You go someplace else that has the same or similar product.

I hope that you will take into consideration the above situation and have it quickly resolved. From your office, it should be no problem. You are the boss. And please put your customer service and outsourced contractors in alignment. Customer service cannot do its job properly if the contractors are not doing their job properly. It is like a set of dominoes tumbling down. The weakest link. Thank you for your consideration in this matter, and your efforts to resolve this issue.

In 2006, Sears sent us bogus protection plans that we never ordered or paid for, but we are being held to an arbitration clause in them. On Dec. 24, 2007, a Sears tech was at our home and ordered parts. When parts came, it took the tech three months to come back and when he arrived, he claimed they were the wrong parts and left. No new parts have ever been ordered and Sears will not send anyone out to our house since. My husband and I are both disabled and have had numerous aggravated health problems, including arthritis and COPD, due to lack of heat and air conditioning.

I immediately wrote to the customer service and told them that I "obviously" could not use the accessories then. I also explained that I did not retain the used up gift card. The next day, I received a notice that they did not open my email because it had a 16-digit number on it, and it might be a credit card number. So for my safety, it could not be opened. I thoroughly rechecked the email and there were no 16-digit numbers except their numbers. So, I re-sent it. Yet, again, I received the same message. This time I completely took off their numbers and re-sent it.

Now, I received a notice stating that it is too late to cancel the order, that I was to refuse the package when it arrived. It also told me that I would be responsible for all the shipping and handling charges. By the way, they are graciously sending me a new gift card in the mail. I will never shop at Sears, Kmart, or any of their other sister companies again. No wonder Sears has been doing so poorly.

I then asked to speak to someone with more authority thinking that they could provide me with more assurance that my order would arrive in time for Christmas... Silly me! All he could tell me after all this time, is that the item was a back order item - SURPRISE to me... The whole experience has been a total waste of time, very upsetting and NO resolution in sight. I would never recommend anyone to order anything from Sears the "worry some shopping". What a joke. The outcome for me is this per your customer service. If my order doesn't get here in time. To cancel the order get my Sears card credited and get the item somewhere else. Thanks a lot Sears! As if the item is just laying around the stores 5 days before Christmas. Thanks A lot!

Well, isn't it your job to check and make sure you did your job correctly? That night, we were watching the TV and the same problem happened. We called and stayed on the line for an hour and they set up another appointment for 12-2. Mind you, this was already 3 days off work to wait for the techs to come out. They came out and said that it is the display panel so they in return had to order another part. We got a confirmation call on 12-9 to confirm our appointment and said the part was ordered and being delivered, to call them if it wasn't received.

Well, we didn't get it and our appointment is tomorrow, 12-11, so we called them back and the lady was completely rude said that we never had an appointment set up and the part was just ordered yesterday and it was being sent to the technician's location not our home as advised before one day ago. The lady told my husband he was wrong, called him a liar, so to say, and of course nothing was resolved. The rep was more interested in arguing than diffusing a complaint.

All we are requesting is a new TV, same make and model or comparable. They are refusing to handle the situation and also refused to place a manager on the phone after requesting we speak to one 3 times. This company is totally unprofessional and very rude. What I can't understand is why pay for expensive parts and service instead of replacing the TV because of the serious issues we had with it? And, it was less than a year old.

I called and spoke (11/21/09) to Dawn (the store manager) and she apologized and said she was too busy to get my disk done correctly that day, but I could come pick it up on Monday. I told her I didn't want to drive all the way back to SLC; I would pick it up when I picked up my free 10 x 13 (we had a coupon for that) which we were told would be ready by 12/6/09.

On December 4th, I called Sears to see if my picture may have come in early and my disk was ready for pick up. The woman I spoke to told me there was no disk, but she would call Dawn and it would be ready to go for my arrival. I explained to her that the photos had not been cropped and she assured me she would take care of it and get them ready for me. She pulled up my sitting and told me she saw that they were not cropped and she would get working on them. I went to pick up my 10 x13 and my disk.

To my dismay, I loaded up the disk at home and they were the same raw photos. I called Dawn and told her about the problem and she again apologized all over herself and that her employee told her it was done correctly. She wanted me to drive in and get a new CD. She assured me she would take care of it herself (though she is the one that did the 1st disk to begin with). I asked if she would be willing to mail me the disk, so I wouldn't have to drive back into SLC. She said she could do that, but it wouldn't go out until the 5th because she was too busy to get it done that day. I advised her I would like some compensation for the issue and she proceeded to tell me about how horrible her week had been, and refused compensation, by changing the subject.

After I got off the phone with Dawn on 12/4/09, I called 1-888-portraits and asked for compensation and the lady (didn't get her name) on the phone said she could only give me 20% off, though she had quoted me lower than that, but went to 20% when I told her that the first option was unacceptable. I asked for a 50% discount and she said there was no way she could do that, 20% was the best she could do. I told her that the 20% was not acceptable, but I would take it for now and call the store manager again to see what she could do.

The following dates are estimates as I was on the phone with several people:

On December 7th, I called Dawn and asked if she had gotten the CD out and she said no, she was waiting to see if I was going to come pick it up. I told her I was not and told her that on the 4th. She said she would FedEx the CD and I would get it by Tuesday or Wednesday at the latest.

On December 8th I called and asked for the FedEx tracking number, because it is a one day turnaround. Audralyn answered the phone and told me she would have to call Dawn and have her call me back with the tracking number. Never heard from Dawn.

On December 9th I called and left a message for Dawn that I was going to request a full refund of the purchase price because we had not received the disk that we bought. I also asked her to call me back with the FedEx tracking number, never heard from her.

On December 9th, I called the 1-888-portraits phone number and spoke with Dorothy. She was very sympathetic and advised me that she would verify with Dawn that the disk did go in the mail. I requested a 100% full refund and told them to keep the disk. I didn't want it anymore. She proceeded to tell me that she had to see if the disk was mailed out and she would call me back. She did call back and assured me that the disk was mailed out on Monday, but she could not verify a FedEx tracking number. She advised me she would send out an apology letter with some additional prints. I told her I wanted a refund and she said she couldn't issue a refund because the disk was in the mail. I advised her that I would refuse the package so that I could get the refund. I asked her what would happen if I ended up getting a 3rd disk that was not the correct disk. She said, "I have made notes in your account that if you do not receive the disk by tomorrow that," we could call in and get a 100% refund.

On December 10th, still no disk! I called Dawn to get the FedEx tracking number. She was not in the store. Audralyn said she would call her at home and call me right back. She was aware of the situation. She never called back. My husband called and spoke to 1-888-portraits (manager Danielle) to request 100% refund and she advised they could only give a 30% discount. My husband argued with her and said that we were told just yesterday that we could get 100% refund. She said she saw that in the notes, but they aren't authorized to do that. He then proceeded to tell her that they can't give a 30% discount on something we don't even have.

Giving us a discount of 30% on merchandise that we do not have in our possession is crazy. He asked for a manager above her and she gave him the district manager's name and number. My husband and I both left a voice mail for her, asking her to call us back because of an urgent matter. She has not returned our phone calls. So basically we do not have the product that we purchased on November 21st and Sears is stealing our money and we want it back.

Finally, an assistant researched and found that my vacuum did not even leave the store until 12/8 and wouldn't be back until 12/17 (their shuttle only runs once a week). So, false advertising? Funny, the previous guy told me it had already been diagnosed and was awaiting a part. No one offered anything to help me. Basically, they all but told me, "We've screwed you and there is nothing you can do about it." I asked for a district manager's phone #, but was told "We don't have that." They gave me the customer relation #, which we all know, is worthless. If your village is missing an idiot, check Sears. I'm sure you'll find them!

I spoke to multiple people that could not help me. They lack professional skills, customer skills and poor quality service. No managers are there to speak to. They have no one of authority to speak to. I canceled my agreement because of the no calls, no shows, unprofessionalism and poor quality of service. They refunded me a portion stating I have to pay for a filter that I did request. This is their way of getting money from the customers by doing a service they did request. My dryer still does not work and yet I paid for an item that I did not want.

I was told by Theresa (Customer Solutions) that it's my fault my dryer does not work, "you should have kept making appointments until the technician shows up." I was appalled that she stated this. I asked her, "you are representing Sears in this manner?" She said yes and hung up. She was belligerent, rude, unprofessional and lacks customer skills. She stated before hanging that although I did not request a changed filter, I should have told the technician that. I told her evidently she was not listening. I had a friend, a relative on all four occasions waiting for the technician while I was at work.

So therefore, it was someone else there when the tech finally showed. She said, "Well that is your fault; you should have been there." I asked her, "Aren't your techs supposed to give it a test run before leaving to make sure it works?" She said, "No, they don't." I am now out of a working dryer and $50.14.

Shame on you, Sears! I would never imagine in a million years when someone referred me to them. Never again. I am submitting a certified letter to corporate because they should know who is representing them, a company of this stature. Theresa in Customer Solutions was the worse of them all. I did not call irate, using obscene words. I was more professional than they were because I have worked with customers in the corporate world and under no circumstances do you conduct yourself in this manner .

The lovely Sears associate told me it was out of warranty, nothing they could do, but she would be happy to assist me in buying a new one! I later called KitchenAid and they have been doing their best to help me get this replaced with no help from Sears. I called Sears multiple times for various reasons during this period with absolutely no cooperation at all. They all need to take lessons from KitchenAid, or others who value their customers! I will not buy anything else from Sears, and I will be very vocal about this to make sure others know, too.

I went back and chose the smallest size available, and they still came up $32.99! I cancelled my entire order, as I couldn't help but wonder what else was misrepresented. I have made screen shot printouts of the discussion, as well as copies of the page with the sales price and item description, also. On their discussion board at the website, others have made similar complaints with the false advertising. Pretty disappointing sales tactics, especially because my family and I shop there regularly, up to now. This is like the car dealers advertising one car at a sale price to get you in there. Someone needs to check on this, especially with all the holiday sales they are advertising.

The service center was really nice. We told him we just wanted to exchange it. He took it and gave us a ticket to take to the front. When we went to the front, they looked up our purchase (20 min) and told us it had been over 90 days and we had to call the Purchase Protection Policy people. We told them we did not have the receipt; we were not told we needed it. The in-store people told us we didn't need it. So, content that this would be resolved, we left. I called on the way home and the gentleman on the phone was kind enough to tell me what the associates hadn't, that I needed to get my microwave back from the service center or there was no way they could help me. Thank God someone was looking out for us. I had to search for an associate for about 10 minutes before I found one. He took me through the back and got my item. We called the policy people again while we were in the store and the lady on the phone told us we needed a receipt.

Sears has all our information: our name, phone number, and date we bought it and how much we paid for it! She told us we had to take our ticket and mail it to the Claims center, that would mail us another ticket that we had to take to the store and fill out and mail back to them again so they could mail us a freaking gift card, so we could buy another microwave, which they could have replaced in the store and saved the postage. I had talked to multiple people on the phone at this point and this was one of the last calls. My husband was so mad he left the store and went to the car. I confronted the salesman who kept assuring me that everything about that policy was easy and not to worry. I was so angry at this point I was in tears. He finally focused on my situation after I started asking him what is the point of paying $10 for a protection policy if you can't even use it, in front of the entire store.

The man finally took me to the computer and got on the phone with the Protection Service himself and amazingly was able to find and give all our information to the representative on the phone. After another 10 to 15 minutes on the phone, we are totaling almost 2 hours being in Sears. She got my email and has emailed me a pre-paid UPS label and told me I had to cut 6 inches of my microwave's cord including the plug and send it via UPS to the Claims department, so they can process it and send me a gift card in, including my mailing the UPS cord 3 weeks to a month.

Denise had called back Nov. 2 and 3 to tell me that Sears would honor my request. From Nov. 3, 2009 to Nov. 10, 2009, I was trying to reach Denise to find out more information and there were no calls returned. I had spoken to Dean **, Head of Parts/Service and he had contacted Carol (from Sears) to return my call. When Carol contacted me on Nov. 13, 2009, she told me that they would not support their competitors and I could take the offer or leave it. I was not happy with this decision because I was then forced to purchase another machine through Sears only to redeem some of my losses.

I found a sale on a treadmill and purchased this on Nov. 14, 2009 through Jim, Sales Dept. (Sears). He agreed that there would be no charge for picking up the old treadmill and it would be done at the same time as the delivery of the new one. On Nov. 20, 2009, the new treadmill was delivered. However, the delivery personnel refused to take the old machine. After calling Jim at Sears, he told me that he would personally pick up the treadmill after he finished work on Nov. 21 and when he came to pick up the machine, he informed me that the treadmill I had ordered was not the one I had received. Again, I was disappointed. On Dec. 2, 2009, a truck appeared at our house at 9:00 p.m. without notice to pick up the old treadmill. The delivery personnel pressured my daughter to sign, which she was totally uncomfortable with and had no knowledge to any of this. This experience was a total nightmare and very unprofessional!

Now I am two weeks without being able to do laundry. I talked to reps and managers, and they refused to refund my money, and said I had to wait until the next available appointment. I talked to a senior in executive customer care - no apology, but he offered to get someone out a day sooner than quoted before. I waited all day that day, but no one came. I called but reps refused initially to connect me with a supervisor and said they did not have the number to executive customer care. Finally, I got through and spoke with a rep. The rep said there's no record of moving the date to that. Worst service ever.

However, when I finally got someone to answer my call at 4:11 a.m., I was rudely told that I could not order a doorbuster item over the phone from the store, and that I had to be there in person. I tried to explain that due to my medical condition, I could not camp out. I was then told there was no reason for me to go there b/c they were already sold out of the doorbuster item and the person immediately hung up the phone on me. This is total discrimination against those who cannot physically wait in line outside at midnight and then race into the store to receive, at the most, 4 quantities of an item on sale.

When I called Sears Holding Corporation twice trying to speak with Bruce Johnson, I ended up getting a Customer Relations rep instead and asked to speak to their manager (I spoke with Depeche **), who had no sympathy or empathy, and then called back and spoke with Collin who said I could not have my complaint transferred away from Depeche, even though he did not take my complaint seriously. I told them that I felt this practice of doorbuster items in person was not in compliance with the ADA. I also told them they had inconsistent pricing/ad policies because certain people knew you could buy the doorbuster items online the day before Black Friday, but when I called customer service that day (Thanksgiving Day), they did not tell me that I could buy the item online at the doorbuster price. Rather, they told me I had to buy it directly from the store but that I could call in to the store directly and buy it over the phone with my credit card, which was not honored. If I called the store today and wanted to order an item with my credit card, they would gladly take my order over the phone but today it is not on sale for 60% off of retail price and neither can I find it online anymore.

Obviously, due to the fact that they have done little to remedy this situation and refuse to transfer my complaint to a different person (someone other than Depeche), to me, this indicates they have little understanding or interest in the impact these practices have on those with disabilities. Please call them at 1-888-266-4043 and try to talk with Bruce Johnson directly b/c if you talk with someone else, your message will not reach Bruce Johnson. I greatly appreciate anything you can do to remedy this situation and make Sears aware of their discriminatory practices as well as other stores that practice similar policies. Thank you for your help with this matter.

On Nov 24, 2009, at 9:40 am, Maria **, Sears USA called and said that our stereo table top was ready for pickup again on Nov. 29, 2009. But just to be sure and to not experience the hassle of last time, I called Sears USA to verify this pick up, but to our surprise the equipment was not available. Again, I called on Dec. 2, 2009, at 11:30. I spoke with a customer representative, Fred, of Sears USA and explained my situation and to verify status on this order, but no one seemed to help. On this same day, I spoke with another representative, Wendy #, I stated my concerns and that no one seemed to help. I requested a supervisor, then I was transferred to Lorena **.

Lorena told me that I had to call Bo. Camarones, Guaynabo for this matter? I then called, once again, Bo. Camarones, Guaynabo (Sears) and after a ton of calls there, a Cecilia ** finally answered the phone. But as I was about to state the never ending story, the call was cut?! Can someone assist us?

I waited until Tuesday and called again when I realized that the hold on my account has been released. Sears told me the charge was declined by my bank. I called my bank and was told that Sears tried to submit the authorization two more times, for a total of three, at which point it was declined. I made some more calls to Sears and was finally told that they would honor the original price, after much debating, but I would need to place the order at the currently higher price, then call them back so they can adjust the price. When I did, I was then told a different story. My card would be charge the new higher price but would later be credited the difference.

Think it's over? Guess again! I called the next day, after making the new order, to check the status. I was told it has been cancelled because the item is out of stock. The excuse was that their systems are not in real time and allows customers to purchase ghost items and then later cancels them. So I have to look somewhere else. Thanks, Sears! It's funny how quickly your funds are held when making a purchase; yet, they are very slow to release the hold.

A new technician arrived and immediately did his own diagnosis. Within 5 minutes, he determined that no voltage was applied to the reversing valve. He reset the electrical and had the reversing valve functioning less than 2 min later. He asked if it was blowing hot air; the air was not actually 'hot' but the same as the prior winter. He proceeded to evacuate, purge, and recharge the R-410a system. This would only be necessary if the system contained 'non-condensables' - which only could have been introduced during the initial installation. He charged me the remaining $211 from the initial estimate and returned all of the parts - none were needed. That was November 13, and I was with the technician the entire time, watching everything he did.

On Nov. 17th, I called to complain about the inappropriateness of the labor charges. A case was created, and I was told that I would get a decision within 2-3 days. I spoke with Debra. On Dec. 1, I called to check status and spoke with Elizabeth. She informed me that my case was canceled as 'incorrect' since her dept. is unable to take heat pump-related complaints. She refused to transfer me to a manager who would take my new complaint (Why was the customer not told when his case was canceled?) or transfer me to a new dept. able to take heat pump-related complaints. After 45 minutes on hold, Elizabeth said she would try to escalate but needed case detail. After hearing my issue (mis-diagnosis and charged labor for hours that were not worked), she claimed that I have no case and refused to escalate. Somehow, it no longer mattered that her dept. is unable to handle heat pump issues. She reluctantly gave me another phone number to call, a dept. that handles heat pump-related complaints.

I called for service for my washer on 11/7 and had to wait 10 days for a repair technician to come out. He arrived on 11/17 as scheduled. Parts had to be ordered, so he scheduled another appointment for 12/1. This appointment was confirmed on the evening of 11/30. I took another 1/2 day off from work and received a voice mail message at 12:40 pm to tell me that the appointment had been cancelled. I called the service center and was told that if I was not available on the afternoon of 12/2 I would have to wait until 12/14. I just can't believe that these people are allowed to get away with this.

Another Sears employee was called over who also tried to pressure me into spending hundreds of dollars for portraits. Believe me, the quality of these photos were nowhere near the price of $200, regardless of how many the package came with. After 15 minutes of arguing and watching the Sears employees walk back and forth from the register to where we were sitting with my coupon in their hands, they finally honored it, and I walked out of there spending about $50. Bottom line: Sear's prices have skyrocketed this year, and if they don't want people using their coupons, they shouldn't mail them out. My husband and I left there extremely agitated and we both swear that we will never have our pictures taken there again. We were looking for a quick, easy, and inexpensive solution to the need for Christmas pictures. What we got was a huge hassle.

Upon surfing the web last night, I came across the same TV at an advertised price of $989.99. That's a $510 difference. So this morning, we contacted the Sears we made the purchase from and advised them of the issue. The only response we received was it's past the 30-day price protection policy, he could not do anything. We advised him that we would be happy with a store credit. In fact, we need a new fridge and module storage system. This purchase would be another $1800 purchase and if somehow we could just apply that credit back to the purchase, we would come down and make the purchase right then if necessary. Again, he stated nothing he could do.

So, if Sears appreciates my business so much, what is the issue? I understand it's a policy, but I'm not asking for a refund. Give me a store credit and I'll use it immediately. In today's economy, one would think any company would do almost anything to save a loyal customer. As it stays, I'm rethinking my loyalty with Sears. There are plenty of other companies that will gladly welcome my business.

So now, as of the 19th of November, I’m sitting without my parts, money or satisfaction. If I was to take a saw or an ink pen, I would be arrested for theft, but Sears is not held responsible. There is nothing on my receipt that says they have the right to hold my money! So what can I, as a private citizen, do against a large company?

I think in total there were 11 service jobs in which after the last one, Sears offered a buyout of the old LG and we could purchase another machine. Well, I thought we had just gotten the lemon. I should have read this list first, because we ordered a new LG, thinking everything would be great and it was for the first month. But the smell came back, and today, when I went to check the wash, guess what, it is leaking also! How disappointing is that? I am so stupid. I should have gotten another top loader like the old days' - never had trouble with them in 20 years. So here we go again calling for service. I hope people read these warnings and take heed. Do not buy LG. They are crap!

At that time, he installed the stator, it didn't work. First he said, "bad stator," then changed his mind. He ordered a main control panel, charged me $108.34, returned on 11/11/09. It was the wrong part sent, he ordered wrong, ordered another part. I refused to pay them any more at that time. He gave me a refund slip to have my $108.34 refunded. I'm still waiting for the check from Sears. He returned on 11/18/09, installed yet another part. It still doesn't work.

Now he's ordering a harness, says, "there's a short somewhere," yet another part. My basement looks like an LG parts supply house. He's planning to return on 11/23. I don't want him back here. I called Sears, finally got a telephone number to complain to someone I could understand in the USA. He will send a senior tech next time. I sent email to LG on a complaint form. I received a response, saying, sorry, warranty over, no help from us. I know the stator is still under warranty for 7 years. This representative doesn't even know their product warranty details. Meanwhile, I have lost 4 days of work/ income, incurred laundry service expenses, and Sears has $258.86 of my money. This machine is a very expensive piece of junk. Any suggestions?

No one has been hurt but I've spent my time waiting for the repair people to come repair just to have them tell me they can't and then I get charges $70 because they came to see it. Sears should not be allowed to call themselves a repair service company. They don't want to fix anything and didn't even want to sell me a new garbage disposal unit. They are just a waste of time and money.

When I purchased the grill, it came disassembled, in a box which I had to put together. Where was their "liability" then? This is clearly a scam, false warranty descriptions and/or advertisement. A class-action lawsuit should be investigated by all individuals who have purchased a Sears product and have similar warranty issues. This company clearly conducts itself in a fraudulent manner, just to scam more money from its customers. There are many consumers out there with similar issues with Sears warranty complaints.

So we are stuck with an "unfixable" 5-year-old expensive refrigerator b/c Sears no longer has parts for it. They kept shipping the wrong parts and the service drew out over 5 weeks when we had restricted use of the refrigerator. This episode tells me that Sears is not a reliable source for appliances especially service after purchase. Do not patronize Sears or you will be extremely disappointed and possibly in a similar situation.

I also asked him if the workers (plumbers and electricians) work for Sears directly. He stated that they did because I know the problem they have with subcontracting out work. He said that I shouldn't have to worry because they work directly for Sears Home Improvement. He quoted a price of $8,880 for the oil burner. I thought that was steep, but he said that it was one of the best burners and I have a twenty year warranty. I bought the boiler because he stated that Sears was very reliable. Mr. ** told me that I would hear from the product manager within two days. After about three days, she called and left a message on my home phone. I promptly returned the call and left a message that I would be available for them to put the boiler in. I did not hear from her for days.

I then called Mr. ** and tried to find out what happened. He stated that he would call her. On November 2, I received a call from her asking if I would be home on Thursday, November 5th. They would like to install the boiler. I took the day off from work. Early in the morning on Thursday, November 5th, the plumbers came and started working. They installed the boiler, but did not wait to see if it worked. They said that the electrician who came later would turn on the boiler, which they did and left. The boiler did not work. Both myself and my tenant were cold the entire night. Early in the morning on Friday, November 6, I call Mr. ** and informed him that the boiler was not working. He then gave me a number to call for service, which I called.

A person in India answered and stated that the office was closed and I would have to call back after 8AM. I called at 8PM and left a message. Someone called back after four hours. I then called Mr. ** and asked for service. He stated that it takes at least four hours for service. I then called several persons including the field and executive managers, who gave me the runaround. I did not know what to do. This is Friday and the boiler is not working. I am afraid to go the weekend because they do not work on weekends. I had to get another service agent to look at the boiler, who told me the boiler was too small to heat the house. This is what I was afraid of.

I informed Mr. ** several times that I am 62 years old and must be warm. He assured me that the boiler that I was buying was adequate. In the meantime, I have gone three days without adequate heat in the entire house. I think that Mr. ** and the subcontractors whom they hired delivered an inadequate boiler because they know that I am 62 years old and do not know exactly what I was getting. I called the managers several times to come and either take out the boiler or fix it so that I can get adequate heat and nothing has happened to this time.

I do not want to go through the entire winter after paying $8,800 for a boiler. The boiler that I had was giving better heat and it was more than 30 years old. I would like a working boiler that delivers adequate heat and to be reimbursed for bad service and for being in a cold house for now three days and I do not know how much longer. The plumber responded on late Friday and stated that the reason that I was not getting good heat was because the radiators did not have a good valve and they were unable to bleed them after installing the boiler. I asked him why did they not tell me this instead of having us sit in a cold and not knowing what to do. He stated that he did not have to tell me, he only communicates to Sears.

I asked him why did he not communicate to Sears so that they can communicate to me. He had no answer, but he informed me that if I wanted the heat to come up, I had to pay to have the radiators fixed. I told him that I wanted to be warm and I would pay. I have not seen him as yet. I want to be warm in my house especially after spending $8,880. Please help. Sears have not responded.

We purchased 4 of Sear's Kenmore, top-of-the-line appliances in July of 2008: a refrigerator, a stove/convection oven, a dishwasher, and a microwave. Within 2 weeks of delivery, we noticed an accumulation of water under the refrigerator and discovered that our newly refinished wood floors have been ruined. The factory had failed to connect a water drain line in the fridge and water had dripped onto the floor. After several weeks and many phone calls, Sears finally paid us to have our floor re-finished. That's not all. Within 2 or 3 months after delivery, we had to have service come out to repair the dishwasher on three different occasions. It wasn't until the third call that they identified the problem as a faulty soap dispenser. They installed a new one and the problem went away.

About 4 months after delivery, the convection oven developed a severe rattle, so service came out and fixed it. Nine months later, (2 months beyond the original 1 year warranty but 9 months after the oven rattle was repaired) the rattle began again. I called Sears service on 9/18/09 and spoke to Patrick, who said the appliance was out of warranty and would cost me $129 plus parts to have Sears fix it. I declined and decided to visit the store personnel. Surely, they would agree that we'd had enough grief with these appliances and would authorize the oven to be re-fixed without charge in spite of it being beyond the original warranty period.

Tonight, November 2, 2009, I went to the store and spoke to department manager. As I've said, not only was he rude and condescending, he refused to help resolve my problem and said there was no one in the store who could. If he had worked for me (and I have 20 employees in my business) and I witnessed him treating a customer this way, I would fire him on the spot! But that's another story.

The bottom line is that we have bought Sears Kenmore appliances, exclusively, for the last 35+ years. Given my experiences of the last 18 months, however, I can't see that I will ever buy a Kenmore again.

The corporate office then transferred me to the store I purchased the dryer from. The Fredericksburg store took down my complaint, and said they would call me back. They offered me the bigger dryer that would not fit on top of my dryer. The store was trying to accommodate with a dryer of equal value. Problem is, I bought 1 step down from the most expensive dryer. Sears would not give me the more expensive dryer without me paying more money. Sears then offers to deliver my original dryer 2 days later, and I will have to wait 2 more weeks for the dryer I ordered. Meanwhile, I took off from work today for delivery, I have to take off Wednesday for delivery, and I will have to take off 11/13/09 for delivery. Sears offered me $75 if I would take a smaller dryer than the one I ordered. The dryer they were offering started out $100 less than my dryer, and they offered me $75. I have no dryer; Sears has my $900 for the new dryer, and they refuse to help me.

They took messages, never returned our calls, put us on terminal hold and showed no interest or concern about our business. We were so disappointed that while leaving the store, we saw other fabulous items we'd love to buy but cannot support such horrid customer service. Sadly, with the great story of our wonderful purchase comes along the nightmare of dealing with Sears. So we tell the story over and over and over again. It's really unfortunate. We went to Best Buy and gave them our business and will be going forward. Oh, and Sears maintenance plan was double what Best Buy was.

I have spent close to $5000 dollars on Sears product over this last year. I am very disappointed with the service that was not given to me today. The men that came out today were kind enough to hook me up with the retail/installation department. At which time, I was informed there was never any installation order on filed on Wednesday, 10.28. I have to wait again for someone to come out to do the work that was suppose to be done today. Again, I will need to wait until someone calls and gives me a time slot. I am very disappointed in your performance to me as your valued customer. What are you going to do about it? I have always, always purchased your products since 1963. I guess customer satisfaction is not important any more.

I was furious when I found out and immediately rushed to Sears and notified the managers at Sears on two different occasions. They said they only have a 30-day return policy. I told them the salesman either lied to me or was misinformed of the type of television he was selling. I found out they work on commission, so who’s to say he didn’t lead me into thinking it was HDTV? Anyway, I made a formal complaint to Sears’ national customer service after the local managers refused to help. I was told by their customer service rep that it went into escalations and that the regional manager would call me by next week.

Well, two weeks go by and I hear nothing from Sears. I then called customer service back and was told someone should have called within 48 hours. I said it has been two weeks. So I get a call from the Tucson district manager a week later. She told me it cannot be returned since it’s after 30 days. I said, “What ever happened to the 100% guaranteed customer satisfaction that Sears has as a policy?” She had the gall to tell me that I needed to educate myself before purchasing product at that price. Well, now I have talked to my lawyer and plan to sue Sears.

It’s been several years and I’m still furious. They stole my money. I wanted HDTV and because of the financial loss, I could not recover, financially, to purchase the product I dearly wanted to provide my family.

Our request for a copy of the extended warranty resulted in our being advised it would take three to four weeks before we received a copy of the warranty and we would receive a copy sooner by purchasing a new television set from Sears. As of this writing, our claim has still not been settled. The appliance in question is a television set that originally sold for just under $3,000 and was defective at the time of sale.

I explained that that was unacceptable and couldn't believe a Sears customer of over 30 years was being treated like this and didn't they have exceptions to their rule. I was told repeatedly no and was only to speak to two representatives at the Repair Center. So I called the Sears Corporate Office in Illinois and spoke to a representative who was able to get through to the routing service team. I was told they could come out on Thursday, October 29 between 8am and 5pm. They would have to work me in. While I am appreciative that they are working me in, I am appalled that Sears treats their long time customers in this fashion. Someone should have called my house to verify the cancellation and when they found out there shouldn't have been a cancellation, the Repair Center should have found a solution to my problem, not just treat it the way they did by continuing to tell me that someone cancelled and the best they could do is schedule me for Friday, October 30.

I explained up front that I was leaving town on Friday and that the clothes couldn't stay in the washing machine that long - they would ruin. No one seem to understand that issue, therefore, although I seemed to have some success with scheduling a repair technician to come on Thursday, October 29, I am appalled that I had to make a call to the Corporate Office to get better attention. Your repair center needs to be able to handle situations that arise like this to keep customers. I have always been a supporter of Sears and have always purchased all of my appliances, tools, etc. from Sears. That ends today. I will never purchase another item from any Sears and the Premium credit card is being cut up. Sorry, Sears. You lost a very valuable and loyal customer because you weren't willing to make an exception for a very big problem.

So, we call the phone number on the paperwork for the people that are supposed to handle the warranty claims for Sears, and we explain the problem. For starters, they are rude, sarcastic, and facetious; and they also have a severe lack of communications between their policy makers, schedulers, and technicians. The first thing she asks is have we vacuumed the coils? We tell her what the technician that came last year said and did, and she basically called us liars. We are now on our 4th week of attempting to get our refrigerator repaired. A technician was here 3 weeks ago, worked on the unit for about an hour, and pronounced it repaired. It lasted 2 days.

So, last week, another technician came out, examined the unit, and found 2 problems totally unrelated to the items the first technician "repaired". The first tech said the wiring harness was bad; the second tech says the control panel and the defrost panel are bad. The second tech ordered the parts and said they would be here in a few days and he would be back the following Friday. Sears also gives you an 8AM to 5 PM window in which the tech will call--should you miss his call, you fall off the schedule and you have to call and make a new appointment.

The tech did not show or call today. So when we called to find out what was wrong, the rude, sarcastic, facetious customer service rep/scheduler informed us that we failed to call and inform them that the parts had arrived. We informed her that we had not been told by the technician that we need to call anyone and that he had told us that he would be here the following Friday. She basically called us liars for the second time. We also had a serious issue with a Craftsman riding mower ** **. We have now destroyed our Sears credit cards and will never, never, never, never buy anything from them again. We are still waiting for our refrigerator to be repaired.

I called repair out and they never showed the first time, then rescheduled and finally showed. The first repairman said it was an easy fix, said that the rubber gasket on the inside had folded up - said it was black in color and that the washer has 2 gaskets (one on the inside and one on the outside), that the one on the inside had folded up and got caught somehow but he fixed it by pulling it out and straightened it . Now it shouldn't leak and all is repaired. He said he checked it all over and tried it and all is set to go.

As he was leaving the yard I put a load of laundry in and it rumbled and vibrated, squeaked and groaned so bad . I called the 800 number again and they said the guy was way out of our service area for the day and would need to wait till next week. I informed them that I had waited this second day and was not going to waste much more time but needed the washer fixed by the next day. Finally after a lot of word exchanging they called me back and said that they would have a guy out the next day - 08/25/2009.

The repairman showed up and I explained to him what was happening and what the other repairman had said he did. He laughed and said that there are not 2 different gaskets in that front of the washer. He didn't know what black gasket the other guy would have pulled out and straightened. He then showed me what gasket there was. He checked it out and just by the noise, etc. he knew that it was a water pump gone bad. He replaced the pump and all worked great until Sept. 25th-2009 when the drain and spin light came on again with the display of 0.11 showing. It locked the door and I had to restart the entire wash over again. Then on Oct. 19-2009, the washer stopped with the display 0.11 and drain and spin light on again. After opening the washer, I found the clothes were very wet. So I pushed the drain and spin cycle but it would not work and then again I had to start cycle from the beginning.

I called the 800 number again and the repairman came out and checked it. He said he could not get the washer to act up. But he was pretty sure which of the 3 motherboards it was that was causing the problem. But he had to call the main corp. office in Texas and get their permission to order a new one. Well he called and they told him they would not approve to have a board ordered because they weren't sure that was the problem, that we would have to wait and have it do it again or go out several times more before they would even think about repairing it.

The repairman did not agree with them but he said his hands were tied. He only works for them and can't go over their heads. He was sorry. And that I needed to call Sears each and every time it acted up and after a while they will get tired of sending repairmen out and maybe do something about it. I told him I only had a yr. left on the new extended warranty and asked him what if they keep stalling and don't fix it and it goes out right after the warranty ? He said that we would then have to buy a new washer. He said he didn't agree with the way they are doing it now but he can't do anything about it.

The washer also has a very musty odor to it. I have to leave the door open. I wipe the gasket off after every load but the smell is still there. This is not a good thing for me as I have asthma and severe allergies. And with this mold smell, etc. - my asthma and allergies then act up even worse. Then it costs me more in medication to combat the medical issue. That is something I should not have to do or put up with.

How can a company get away with problems they know are there and not have to do anything about them? Also, why are they still selling these machines if they are not fixing the problems? All we want is our washer fixed and if it can't be fixed then replace it with one of equal value and the same type of qualities of a new working one.

Another problem we had with Sears: We had filed a class action law suit a while back on tools that were bought there that they stated were made in USA and when we looked at them and found out that they were labeled made in China, etc. We filed and spent many hours on the phone, sending copies and pictures of things on the tools to them, only to receive notice that we would be included in the law suit and received a very large pile of papers from the lawyers, etc., but never received notification when we would be getting a settlement. Every time I called the toll free number for the claim they said someone would get back with me. Evidently the lawyers ate up all the money and us consumers never receive anything. We have never heard back from them.

I arrived at around 11:10 am and waited a good fifteen minutes before my interview to start, only to be told that the woman who was suppose to do my interview wasn’t there and that she wouldn’t be there for the rest of the day. So, I gave the man at the window my name and number and he said he would be sure to let her know. I was upset, but still optimistic about the whole situation. It gave me an extra day to prepare for my interview. Well, the following day, at around 8:50 am, I gave the HR center a call (that was the number they gave me to call to reschedule my interview). I called and was told that she wouldn’t be in until 2 pm later in that afternoon. I again brushed it to the side and figured that eventually, I’m going to get an interview with them.

Anyway, at around 2:45pm, I called again to see if I could reschedule my interview and the woman I spoke with had told me that the woman was currently in another interview and to try back around 5:00pm. Slightly annoyed, I agreed. I don’t know why but something told me to call a little earlier than 5:00pm and so I did. A little less than 30 minutes until, I called again, only to be told that she had left for the day and to leave my name and number and she’ll be sure to get back to me within the next 24 hours. So, filled with emotion, all I could do was say never mind and hang up before the woman could finish her sentence.

Not knowing whether or not I would have been hired due to this person’s carelessness has me in conflict with myself. This company could have had an excellent employee. If hired, I could be making twice as much as I am now. I wouldn’t have to be getting an OWF check every month now. I wouldn’t have to be worried about how I will be able to get my girls winter clothes. That $434.00 could be going to someone else who needs it. It could help clothe another family. That would have been at least one less family struggling.

But I just want to let you guys know, in these bad times people are trying to buy products and are getting very poor service, I am very much disappointed. I have been buying Sears appliances for the last 12 years and most probably this will be my last one. WORST CUSTOMER SERVICE. BAD STORE MANAGEMENT. SALES PEOPLE DO NOT KNOW WHERE TO TRANSFER THE CALLS ALSO. VERY UNEDUCATED AND IRRESPONSIBLE. IF THIS IS THE SYSTEM SEARS IS RUNNING GOD BLESS THEM WITH THEIR SALES, NO DOUBT SALES ARE GOING DOWN. I am going to return this product, and will buy from some other good company.

I have yet to receive the original part for my refrigerator that I purchased from Sears. The third visit was to use tools to defrost my frost free refrigerator and install another hose in place of the original part for the refrigerator, which is a plastic tank that is in my basement that the Sears technician removed and put in this plastic hose that no longer allows me to have chilled water from the dispenser or whatever the other functions of this tank that was the original part. I have damage to my newly installed floors and the refrigerator has not been repaired to its original state or functions. The maintenance agreement cost $271.00 and states that a qualified Sears repair provider would repair to proper operating condition and a food loss reimbursement would be reimbursed up to $200.00 for items loss when the refrigerated items were frozen too, plus fruits, vegetables, etc.

Sam did say it may have been an issue with their system and not me canceling. But the real issue is Sam said I could not talk to anyone else, that he was the man and he would not give me any additional names, phone numbers or people to talk to because that is Sears corporate policy. So now I have water running on my hard wood floors, but that is okay. Sam told me to call the insurance folks and they will fix it or pay to get it fixed. But I have to wait for the new scheduled date that Sears has set up for me that they never told me about. It sounds like a real issue with corporate America.

I am sure that the Hendersonville store has already spoken to you about our purchase. I would like to give you our side of the story. On August 4, 2009, we purchased a Fisher Paykel double oven from the Hendersonville outlet store with a five year warranty. Jim was our salesperson. He stated that the ovens were "floor models" from other stores. I picked the stove up the next day. We had it installed and within 30 minutes, the top oven came on by itself. We contacted the Sears service company, A&E, and scheduled it for repair. When the service technician came, he advised that the door switch was bad and the unit would have to come out to be replaced. We informed him that it would take two people to take it out (first day having to wait on someone). When the parts came, another appointment was made. It was for the morning between 8 -12.

My wife called around 4PM because she had not heard from anyone. The technician stated that he would be there, but he was by himself. Another appointment had to be made (second day having to wait on someone). The next appointment, two technicians came. I had to show them how to take out the unit and used a cart from my garage. They advised that their company had taken their dollies away from them. They changed the board for the upper oven and then discovered that both boards need to be changed. The unit was put back in place. Again, I had to show them how to put it back in. This appointment took from 8AM-1PM. More parts were ordered (third day of waiting on some one).

On Thursday, 9-24-09, the technician came for the fourth time. He replaced both boards only to find out that this still did not fix the problem. The upper stove came on by itself again. He again said that the door switch was bad (fourth day of waiting). At this point we decided to get with the store and find out what could be done to correct the problem. My wife met with Megan at the Hendersonville store. There it was decided that we would get another unit from the floor. Not satisfied with this, on Friday I went to the store. There I spoke with Megan, Jim and Mark, the manager. I related my dissatisfaction of the situation with them, letting them know that we had been without an oven for almost two months. Their only response was that they were sorry, but there was nothing they could do. I could take the unit that was on the floor or get my money back.

Seeing that I was not going to get any satisfaction, we did the paperwork on the other unit and made arrangements to have it delivered and installed. The unit was going to be picked up at the Hendersonville store and delivered to our home and installed on Saturday morning. That evening, the installation person called me and made arrangements to make the installation first thing Saturday morning. By noon on Saturday, I had not heard from him. He called sometime after 12 and said he was at the Hendersonville store, but could not locate the unit. While still on the phone with me, he talked to Megan who informed him that the unit had been put on the truck and sent to the Thompson Ln store. Megan then picked out another unit and had him deliver that one to us.

When he took that unit off of his truck, I opened the door and discovered black spots that looked like someone had cooked with the oven. I then took a paper towel and whipped the inside of the oven. It was sticky and the towel had grease on it. I then informed the installer that I was not going to take that unit. I contacted the Hendersonville store and Megan was out to lunch. I spoke with Jim. He said that that sometimes happen with refurbished ovens. He said again that he was sorry, but that there was nothing that they could do. I then called the customer service and related all of this. The customer service said that someone would contact me within two days.

Tuesday afternoon, I had not heard from anyone so I called customer service again. Her only help was to connect me with the Hendersonville store where I spoke with Mark. After a lengthy conversation that went nowhere, he said he was sorry. At that point, I decided to get our money back and have the unit returned. My wife made arrangements to have it removed on Thursday. Today she received a message stating that they wanted to take it out today. There has not been any follow-up to that message.

I hope you can understand my frustration. Two months without an oven, five days spent with repair/delivery persons and several trips and phone calls to the Hendersonville store. I do not feel that Sears wants to treat their customers this way. I was looking forward to doing more business at the Hendersonville store. I purchase appliances quite often for "flipping" houses and the motel that I own. I thought that there might have been some type of offer to purchase another brand at a reduced price or something to that effect. I am not looking for something free, only to be treated fairly and as a possible valued customer. Thank you for your assistance in this matter.

Service department told me the earliest they could have a tech available would be the following Tuesday, 10-13-09. This is not acceptable service to me and should not be to you. I have bought all our appliances from Sears over the years for service reasons. That will change. Take service out of the equation and you have a lot of competition.

I do feel that you should replace this chair for the couple who are on a limited income and she saved a long time to buy her husband this chair. Not only that, it took you just about a year to send this woman her $200 check. She now has a chair that this gentleman cannot sit in comfortably and he is not a heavy man by any means. I would hope you would look into this for me as I work in the service industry and know a lot of people that would take their business elsewhere because of this situation. They thought it was outrageous how you settled this matter. This woman has been a loyal Sears shopper for many years. She is 87 now, and is not happy to shop with you again because of this matter. I look forward to hearing back from you.

I tried to return them, but Sears put in a new policy this year that one month is the maximum time that you have to return an item. I always used to think that Sears was a satisfaction guaranteed kind of store, but I guess they have so much garbage coming in that their quality control people are overwhelmed and must not be smart enough to catch stuff like this. I can't find an address for the manufacturer "Inspiration GIII Home Collections" Queen Sheet Set Made in Pakistan/ CA00336; Sears#: D96 M 57006 099 - 400 TC Asstd Queen SS. Consequences: I have a fitted sheet that will not fit the mattress, I paid 49.99 + 5%GST = 52.49. I would definitely like to return the sheets for my money back. Please advise on how I can do so. Thank you.

However, when I encountered a problem with the Hermetic seal on one of the windows, I filed a claim on September 18, 2009 for replacement under the warranty. I was told that I had to pay $150.00 for removal and installation of a replacement window. The so-called removal and installation consist of taking the double-hung bottom window out of the sash by releasing the side locks, removing it, and reinserting the new window into the sash with the locking clips. My warranty states that the manufacturer will assume 100% of the cost of material for repair or replacement of the window. Since I have already paid for the original installation, which is backed by Sears, I feel that Sears is responsible to replace the defective window at no cost to me.

I immediately called Sears regarding getting someone to fix the unit. They said they could not get anyone out there today and the soonest they could send someone was Saturday morning. I explained I have kids in soccer in the morning and afternoon. They said they could come on Monday, in which I explained I could not afford to take another half day off work to get the machine fixed. I was transferred to the National Service Center where I waited on the phone and then they hung up. I called again and finally someone picked up after a wait on hold. The lady explained that I need to provide them with a day that I am available and I replied Sunday. She said they do not service on this day. I asked her if she could take two half days off to get service. Finally, they refused to let me speak to a supervisor, refused to come service the machine on the day scheduled, and refused to give me a phone number for the corporate offices where I wanted to call and complain.

I took him as I am telling you, this is just not acceptable customer service. How can you change an appointment without telling the customer and then blame them? That is just poor business. I do not know what to do about this as they said there was no phone number to call and were very smug about saying so. After I told him he could count on me finding a number or writing, he did call back and say he was calling in a favor and the repairman would be to our house sometime before four. He let me know this was his doing, not mine.

The repair did indeed come about a half hour later and was very nice and was totally unaware of what was going on. I asked him how he got his calls (before telling him our problem) and he said they come up on his laptop and he just goes to the next address given him. So as you can see, it is not the repairman, it is your scheduling department. Even with the call saying he was going to get me service, Sheldon was very condescending. Again yes, I did get my service and when I called this morning to your phone number in Chicago, they gave me back to the office that scheduled the appointment where I talked to a Katie who said yes, she saw the notes on the call and wanted to know why I was still complaining when I had the service.

Her attitude was you really cannot do anything about-this, so why are you still complaining. The point is this should have never happened and I would hope I did have a voice that Sears still cares to hear. I understand that things happen and I am not as upset about the tech missing the time as I am at the attitude of the staff and their what-you-think-we-care-about-you. We have a house full of Kenmore appliances and a garage full of craftsmen tools, and between my husband and myself about thirty years of using a Sears card or store.

My question/concern is as follows: Why should a loyal, long term customer with an excellent credit card history have to open a new account in order to receive a benefit that is offered to an individual who is coming to Sears off the street? It doesn't seem fair or an effective way to retain past customers.

Approx. 8/28, a Sear's employee by the name of Jesse came and did the first part of the work. He said the wrong doors were ordered so that he would have Santos come at a later date. On 9/18, Santos came and said the doors were ordered wrong, but if he could cut out a piece of our kitchen cabinet frame, he could make it work. So instead of waiting two more weeks to get the job done, I agreed. He did the work, and there were a couple of things wrong, so he said that he would order the correct items and fix it later. While Santos was here, I called Debbie and asked her to email me a quote for the second time.

On 9/29, Michelle ** 1-800-222-5030 ext. ** called me and said that I better pay the bill. She read the notes, and every time I tried to talk, she cut me off. I told her I won't pay the extra fee that they are trying to charge to me because I never agreed. I'm requesting that they only charge me the original agreed amount of $380. I don't want them to send this to collection and ruin my credit, because I'm not going to pay for the extra charge. They mentioned that the charge for parts was lowered, which I think shows that they admit guilt to charging for something that I don’t have to pay because why would they lower the charge for parts. Also, I think that the customer service was very unsatisfactory because they constantly dropped the ball.

In fact, he requested that my contract be terminated. I found out that he stated that my range had a pre-existing problem which isn't true. When I asked how was the statement true, I was told there was no information in their system found; therefore, Sears had no right to deny services in which I paid for. Also more importantly, had I not contacted Sears to follow up on the technician, I would not have known that Sears planned not to honor my service contract nor have they made efforts to refund me the money I purchased the service contract with.

After an hour or so, they called to tell me what they found and seemed really happy with it. I went on to get yet another call from my oldest daughter who was really upset. She said when they got up to pay, they told her they were no longer accepting these coupons because they had problems with people abusing the coupons and copying them. I told the girls to put everything back and come home and how sorry I was. They kept our coupon and made my girls feel stupid and it really upset me. Here I am trying to teach my girls better shopping habits. They listened to me, had fun and even found some things they liked. I asked them to go up and ask for the coupons back but being teenage girls, they said, “Mom, that's embarrassing. We just want to come home.” And I said it’s okay. I told them it’s not ever okay to be treated so rudely. I hope you can right this wrong. I'm going to make a copy of my email to you and show my girls I truly believe in standing up for yourself and want them to do the same. I don't know if you have kids but I think most parents would agree. Thank you for your time.

From the moment the technician arrived to our home, he was extremely rude and abrasive in his manner of speaking. He never physically maintenance checked any of the units, and immediately manually turned on the home thermostat. He immediately, rudely, and abrasively said that we would need to pay for a new motor blower totaling over $800. When I asked to speak to his supervisor, he dialed a number on his personal telephone, and contacted an employee named Chris, employee #**. I asked the tech., Ben, employee #**, if Chris was his supervisor, and he told me yes. When he handed me the phone, I asked the employee on the other end of the line if he was Ben's supervisor, and he told me yes. I then began telling Chris on the line that his employee, Ben, was being extremely rude, and that he was very rudely and abrasively telling me that we would need to replace the attic unit motor blower that would cost us over $800. I also told Chris that Ben never went to physically maintenance check any of the ac/heating units.

By this point, Ben began yelling at me to give him back his phone, and threatened to yank the phone out of my hands if I didn't hand his cell phone over to him immediately. He was the one who dialed the number on his own cell phone, and then handed it over to me to talk to Chris who he claimed was his supervisor. On Thursday, 9/17/09, we contacted a second ac/heating company to give us another opinion about our unit, and they came out to our home on Friday, 9/18/09. The other ac/heating company told us we didn't need anything replaced. They just adjusted and tightened the motor blower casing which was loose and rubbing against something. Once the tightening was completed, the squealing noise stopped. We then called Sears back on Fri., 9/18/09, to get a different technician to come out to do a maintenance check.

Sears sent someone out on Monday, 9/21/09. His name was Mr. **, employee #**, and he maintenance checked both the attic and outdoor unit. He told us everything looked good on both units. We were informed that on Wed., 9/16/09, the same day Ben came out to our home, he told another customer that they would need to replace their outside unit. The customer called Sears back and requested to get a different technician to come out to give a second opinion since the customer told Sears the outside unit was only a few years old. We were also told the second technician that went out to the other customers home told them that the unit was only needing a cleaning of the outdoor unit lines because the lines were partially blocked. We were told that Ben has had many customer complaints against him, and that customers have requested that Ben never be sent out to their homes again. We were also informed that the employee Chris who Ben passed off to us as his supervisor, and Chris also claimed to be Ben’s supervisor, were both being deceptive. I left a message on Friday 9/18/09 for Ben’s real supervisor Mr. Matt ** to call me back, and he never has returned my phone call until this day.

Needless to say, my wife and I are hungry with only canned food items to eat, and we have to manually turn the dial every eight hours. Ridiculous. I called customer service and got the runaround again. I want compensation for the food I have lost and for the 4 days I have been waiting for the mysterious part to show up. Payday for us is soon arriving and we can't buy food for our fridge and freezer. We can't afford to have all that food go to waste (again). I am not satisfied with Sears services thus far. Sincerely, hungry, tired and pissed off.

I was charged a 15% restocking fee. When I complained, I was told that this is standard practice if the packaging has been opened. How exactly one is to know that something doesn't work without having opened the package, they weren't able to explain to me. This is nothing but a blatant excuse to extract money from customers whether they keep their purchases or not. This was my first Sears purchase in years and my very last ever.

Several days passed, and I called Sears Repair. They said I could pick it up anytime. Today (September 19, 2009), I picked up my vacuum and inquired if my $29.99 would be returned due to the fact that they were not able to repair it and they were aware of that when they took it in. They said no, and that was that. The service man placed the vacuum in my car. I went directly home. Then as I was trying to remove the hose from the canister, I was aware that the button was gone and only a bare spring was exposed. I went directly back to Sears, and after a long wait and several explanations to employees, the manager came out . The end result is I have to talk to their facility in Fontana, CA as they did the repair and Sears in Montclair is only the drop-off point.

So, here I sit with a vacuum in worse condition than when I took it in for repair. I've not removed it from my car, so I don't know of any other damage it may have. I am just very sad that Sears has changed from the store you could always depend on to "Sorry, lady. Tough luck!" type of business.

A second customer had a pulley he needed replaced and again, with the same rudeness, the young man at the counter informed him he would not help him if he didn't have a model number. The man explained that his machine was so old the model number was not on it. The young man who claimed to be the manager said he wouldn't help if the customer didn't have a model number. It was my turn at the counter. I did have a model number. This young man wanted to know what I wanted and I told him. He said, "it is two pieces," which I thought was one piece. I asked if I could see a picture of it so I would know I was getting the correct part as I drove 90 miles to order this part. He was rude and told me, "Well, you should know what you want."

I told him, "I do know one thing. I won't ever buy another Craftsman again since the parts are so hard to come by." When I gave him my address to ship this to, he wanted a physical address which where we live really doesn't exist, we get our mail at a PO Box. Finally, I gave him my wife's work address and then he said, "Well, they may not want to ship it UPS. What is your mailing address?" The whole time dealing with me and the other two customers, this employee was short in response and very rude.

Cashier's check receipt for Sears Siding and invoice was taken from my counter for my proof of payment and work completed. I was double-triple billed on Invoices with different numbers but the same work - it was proven and faxed. Notary at Navy Army FCU notarized a document with hand written statement: "Balance due from Sears to ** in the amount of $48,000.00." I want my money and Sears to make their "wrong" to a "right"! Thank you.

My wife and I have never bought Sears appliances before but did agree to try Sears after a great consumer report article. We spent a total of $6,000.00 on our appliances. Unless we get some positive response, we will never buy another Sears appliance. Please phone me with your response. I also represent one of the largest unions in Seattle (Federal Employees Union-Seattle VA Hospital) and I will pass on your response or lack thereof at the next meeting. Could I please ask you to look into these matters? Our personal phone number is **.

At 3:00pm that same day when my daughter came to visit, there was the note on the door. I then called them up and they said they were going to get in touch with dispatch and send another repair person out. No one came out. I called again at 5:00pm and they said it was too late to send someone out. Needless to say, I stayed home from work that day to deal with the problem and not get it fixed. I am very upset and disappointed!

At the time we purchased our refrigerator, it was one of the more expensive models. Obviously, refrigerators are now more sophisticated, but they are only willing to replace it with the same, a simple top freezer frost-free model with ice-maker. We had even paid extra on the old one for a decorative front panel to be applied at additional cost. I feel we have been misled. If we had bought a top of the line B&W TV when color was not available, would they replace it with only another B&W TV after color TV was the norm? I feel we have been paying a lot extra for this high-value blanket warranty for naught. Sears insists they are replacing like for like. I feel cheated.

A repairman from A&E Services came out and said we needed a new outer tub to the tune of $205.44 for labor and $400 for the part. We paid a $65 service call that day. After some time passed, we had the money to pay for parts but refused to pay the full cost. We were sold the outer tub by A&E for half a price. We had the parts shipped to our home. We ordered the part by the number on the receipt that the repairman gave us when he was at the house. A repairman was scheduled for 8/27.

He phoned at 8am on 8/27 and said it would require two people, and therefore, our service call would be more at $192 (I was quoted $129 on the phone.). I phoned a supervisor to argue the pricing (I have still not received a call back.). We told him to still come out, because we needed the repairs. He called back at 2:30 and said he couldn't get a 2nd person and that we would have to wait until Monday, 8/31.

On Monday, we had 3 different repairmen phone us saying they were coming to our house - each one having no idea the other had called. Finally at 1:30, two men showed up to say they couldn't fix it, because we needed additional parts. They continued to tell us that we were using the wrong detergents, needed to run a hot-water cleaning cycle periodically, etc. - things we were never told at purchase. They left us with the option of buying the parts we need from Sears and rescheduling them or ordering through them.

When I advised first Neal, then his supervisor Will, at Sears.com that we had entered into a contract with very different terms, they were rude, officious, and completely unwilling to honor the terms of the contract. Will would not let me speak with his supervisor to try to clear this up. I was completely stonewalled. Will and Neal both said that we hadn't ordered installation - they didn't seem to understand or care that Olga had represented to us that the cost of installation was included in price we were paying.

Go figure, I didn't realize that your management board had so many representatives. Of course, three weeks later, I am in my home waiting on a pressure switch for a Whirlpool Washing machine and it is now 4pm central and no pressure switch. But and a big but, I have had two service representatives come to my home neither of which had a pressure switch on their truck. I tell them that is absurd and they both shake their heads and say "that’s Sears"!

Yesterday, 8/18/09, the second repairman shows up, no pressure switch. I should have received the switch. Of course all of you probably think that you have a great system to send a repairman to a person’s home, 8am to 5pm are the hours that you are told to be home and if you don't answer the phone then you can wait an additional week for service. I have a novel idea; do what you say you are going to do, that is, give customer service to your customers!

So after 3 weeks, no part delivered to my home, I have been home all day anxiously waiting for the part so that I can then phone an 800 number that is not answered. I was told to phone the number 20 to 40 times until someone answers the phone! Again, I say where is customer service? On break, out to lunch, on vacation, who knows, who cares, not Sears.

Oh yes, I was told to expect the part to be delivered to my home. When I phone to determine where the part is, I was told that the part was inadvertently mailed to Sears parts instead of my residence. So, I said can you overnight the part to me so I can get the repairman out to my residence to repair the washer? Guess what, after two weeks, I am told that this was not an emergency. Sears does not do that, expect it sometime next week. Well next week is here and still no part.

In closing, I feel confident that this will go no further than one of the same people that I've spoken to already at the infamous Sears service department, an oxymoron, the rapid resolution center or the national customer relations department. Sears should be ashamed that there is such apathy widespread throughout your company. I probably missed the news release that Sears is now owned and run by the government. We have been without a washer in excess of three weeks, while my father-in-law and mother-in-law, at separate times were admitted to the hospital. My wife and I have made numerous trips to the laundry mat to wash clothes while waiting on a part because of stupidity and a system that apparently is archaic.

In addition, we have incurred expenses due to having an inordinate of clothes cleaned at the laundry. I am past being upset with Sears. I am now on a personal quest to tell everyone that I speak with, in person and on the phone, what an awful company that Sears has become. Feel free to check my record of purchases from Sears. It includes tools, TV's, lawn mowers, riding and push, edgers, weed eaters, blowers, all of the appliances for our home that was built in 2004, additional refrigerators, freezers, wine coolers etc. the list goes on and on.

So my question is; am I going to be forced to sue Sears? I have attorneys in the family, to have my washer repaired. Stupid me, I forgot to mention that we purchased extended warranties from, yours truly... Sears. Let me know so that I will be informed as to your unknown protocol and policies regarding matters of this nature.

This form of advertising by Sears to sell mattresses by using the statement "buying a new mattress from Sears, sale includes free delivery and haul away" is false, untrue, and ambiguous. 90% of consumers will need the mattress delivered and the old one hauled away. The $75 for delivery which Sears claims is refundable is true, but Sears is using your delivery funds for over 2-3 months collecting interest; and the consumer is losing interest on their money, while Sears is collecting. Sears rebate form clearly states "Allow 8 to 11 weeks for receipt of your rebate." The "free haul away" is totally untrue and misrepresented in the advertisement.

If they knew, why did they call and ask about the part? I asked that if the part arrived early mid-morning if the service tech could replace the part. The answer was yes. On Thursday, Sears Scheduling called again and I told them the part arrived at 11 am. They stated I would have to wait until the next Thursday. The service tech could not be reached after he departed. Funny, on the prior Thursday while I was talking to the Sears repairman, a beep was heard and he stated, "I got another service call that shows up on my computer."

Finally, on 13 August, the part and service tech met at my washing machine. After the part had been installed, the Sears service tech stated, "It was still not working and, I'm not sure why. Either the new parts were bad or maybe the wiring harness?" I then called the Sears My Home number and after 4 responses to their computer answering service, I was able to speak with a Customer Rep. who transferred me to another department. After waiting 10 minutes, the other rep picked up the phone and hung up. This happened twice. They hung up twice on me.

Finally, after calling again, I talked to a rep who transferred me to another rep who transferred me to the Sears Customer Solutions department, Jason, real nice guy. He told me even though it had been four weeks, he could either give me $100 or $100 on a rental, but not both and still attempt a repair on the washer. By this time, I tried to speak with someone higher up. He stated, "I'm as high as you can get." He then talked to his TM (Team Manager) and offered me a $100 gift card and $100.

I turned it down because the Maintenance Protection plan that I just received in the mail on 4 Aug. 2-1/2 weeks after purchase stated they could make an evaluation of the product and if the product could not be fixed, they would replace it after they decided what it was worth. Jason and his TM decided they would have the washing machine replaced, but without any other compensation and at a depreciated value. Great! But no compensation for the 4 weeks I have used a laundry. Both I and my wife lost time from work.

Jason was very sorry but that was all he could do. Now at the mercy of the repair center research department, I will receive a depreciated amount on a new washer from Sears. This will start all over again in a few years. After 4 weeks, 3 technician visits and one missed visit, he will guess at what's wrong and try another repair. I think not.

I have over 8 major appliances purchased from Sears, but may be the last. We had to wash clothes twice a week and on weekends at a laundry 8 miles from home. We lost several days of work and the technician will show up between the hours of 8 am and 5 pm. We had to wait on the technician just to show up, who was not sure of the problem. I am glad they are going to replace my washer, but will they appreciate my washer to the point I could have bought a new one for all the time and money invested by Sears repair and my lost time and money?

It's only taken 3 months for sears.com to prove that they have no business being in the .com business. In my mind they have no business being in business. Never shop at sears. I think it would be GREAT if sears.com would delete all their items from their websites and get completely out of the .com business. They have NO idea what they are doing. Except upsetting the suckers who use their site.

The auto gave us 863-859-8255 in which no one answers. Sears had it set up that if no one answers, it goes to the call center. The call center gave us 863-859-8255. Yes, we got through. An associate there looked up the number given to us by National Parts (MWFA) and told us that yes, we have one on the sales floor. We asked, "Are you sure?" We were put on hold and then told yes. Well guess what? We drove 45 minutes to Lakeland store and even the manager cannot find that part, even looking in parts dept and so on. While waiting, another associate told us that "maybe it needs an adapter part". So we (wife, dept manager and I) got back on the phone again with the National Parts.

They told us we can order that MWFA part directly + shipping. We asked him directly if we do need adapter parts. The answer was "No, this is the replacement part." I received the part in the mail. It was the same as what was on sales floor. Upset, my wife called NP dept again. Now they are saying "Yes, you need adapter part #WR02X10173 and that part costs $35.00." After my wife told me this, I got on the phone. This is getting long just to type. I had to go over this ordeal several times, given multiple phone numbers one department blaming the other, etc. About an hour later, I finally got a hold of the Customer Care Manager (Christy) at 800-549-4505. She was able to get National Parts Manager on phone. I had to tell her the whole story again just to find out that the young man this morning ordered the wrong part again. It should be "ADPART" for $14.95. They cannot cancel our first order; we have to ship it back.

Again, the machine worked for about 15 washes and then began to do the same thing again. Again, I was forced to wash on quick cycle with low spin. The 3rd technician came out and again took the machine out of the space, rebalanced the machine, and put it back, saying it was fine. Again, after several washes, the machine began vibrating and traveling across the floor. Again, I was washing on low spin and quick cycle. I had 3 more repair men out on the same issue. This last time, the washing machine traveled so far on low spin and quick cycle that it took the door to my wash space off its hinges and broke the door.

I contacted Sears to tell them that since I have had the machine, it has been problematic and now it damaged my home. The man I spoke to told me there was nothing they could do and in order to replace the machine, it had to meet one of the 2 following criteria: 1) 4 repairs on the same functional part in a year's time or 2) a technician deems the machine not repairable. On July 30, I contacted Sears and spoke to a man named Falfal (who now no one knows) who told me in order to get my machine replaced, I would need to have a senior technician come out, look at the machine, and verify that it could not be repaired. I agreed.

On August 7, the senior technician came out and checked the machine and told us there was nothing more to be done and that the machine was defective. He even put that in writing on a slip he gave us ("Ongoing prob def wash, everything check, soak not repairable, will be replaced on my ok per customer phone call"). When I called on August 10 to see how to go about getting my machine replaced, I spoke to a Lois in Customer Resolutions who told me that she looked in the computer and all she saw was "ongoing prob def wash, everything check, soak" and there was nothing more. She said they would not replace the machine until a senior technician came out and deemed the machine not repairable.

I told her the senior technician came out on August 7 and deemed it not repairable and that I had the documentation in my hand. She said that was not in her computer and that a senior technician would come out. I explained all the above to her, and she said that Sears could replace my door if a senior technician came out and verified the damage. I told her I told Falfal that when I called on the 30th and that he said that was my problem and Sears could not do anything for my door.

I also called back to the local service department, which verified that what I had on my slip was in fact in the computer system, and she could not understand why Customer Resolutions was denying that the information was in the computer. Bottom line is I paid for a very expensive machine with an expensive extended warranty which I paid for, and now, after Sears has sent 7 technicians out to repair my machine, the machine still is not functional and Sears is refusing to replace this appliance. How can I go about making Sears honor their warranty that I paid for?

He called the Service Center - no record. I explained the whole situation, how my grandma bought it and that I renewed the MA. No record. I gave all of her information, too, just in case it was still under her information, still to no avail. They told me I need to prove that I bought it. Well, I couldn't the MA and then I started thinking that maybe I never got anything, so I checked credit card statements to see if I could find the purchase but I couldn't find any record (I likely closed the account that it was on).

Well, just about the time that the MA was to expire, I got a call asking me if I wanted to renew the MA. I couldn't believe it since the MA couldn't be found before and now they were calling me to renew! I explained my whole situation and apparently it was still under my grandma's name which I don't believe since I had provided her information when I called and there was no record. I explained that I gave that information to the customer service rep in March and nothing was found. I was told that since my dryer broke in March while it was still covered that I was going to get it fixed but I needed to wait to make an appointment so that all of the information could be updated to my information. I thought this was already done.

Anyways, I called the following week and not surprisingly, I was right back to square 1. Now, today, I have spoken to about 8 different people, told them everything that I have written and they are telling me it's my fault because I must have not provided the correct information? Nothing but frustration.

This is false advertisement! The people at the rebate department are not educated for their jobs. The last person I talked to was Albert (manager). He was informing me incorrectly about the rebate. He said he could not help. I have the receipts. Can someone please help with this situation?

The repairman came in and said it was the motor. It would cost us another $73.00 for the repair, we had a $500.00 limit, and it would take a week for the new motor to come in. I was never told there was a limit on the guarantee. The repairman said we had the option with the guarantee to accept a $500.00 voucher and go to Sears and get a new machine. We chose to do that.

He went outside to verify the voucher, comes in and gives it to me. He said that Sears will be in touch in a few days and give me a claim number to pick out a new machine. I told him that he did not say I had to wait a few days, and he said, "Oh, I assumed you knew that." I called the warranty department and asked if they could speed up this process and give me a claim number so I could go in right away and purchase a new machine. I was told no, and that I would not be picking out a machine - it would be chosen for me by Sears.

Again, it was something they omitted telling me. I have asked them to cancel this guarantee and refund my money. They said they will get back to me about that. I went out and bought a machine, brought it home and installed it the same day. I cannot believe a 15-month old machine would burn out that quickly. It was a mid-priced model. I also purchased at the same time a dishwasher, gas stove, microwave and refrigerator - all GE.

I am holding my breath. I am extremely upset and disappointed in GE and Sears for omitting to inform me of the details. And as a side note, I think Sears must outsource because the language barrier between me and the phone representatives was impossible.

I purchased an extended warranty for three years for the A/C unit. The technician has been out for repairs five times this year. The last time was Wednesday, July 29th. Sears now says that I purchased a warranty on the a/c unit only and it does not cover the unit in the attic. My reply was, "Why would I purchase a warranty for only half of the unit?"

I asked how much would it cost to purchase a warranty for the unit in the attic and their reply was that I would first have to have it repaired. But because the unit is over 10 years old now, they will not sell any warranty. In my opinion, this is poor business and customer service on Sears' part. Now, I am stuck with a broken A/C unit that was a lemon from the beginning. I will never purchase anything from Sears again, no matter how good a deal they offer.

The next day, I took the day off from work so I could be available at any time. I called the 18004MYHOME number several times to confirm that someone would be coming out and was told every time that I was on the list and a tech would be coming. When no one showed up again, I called the number to be put on hold for over 1/2 hour and then disconnected. Several more calls later, I was told that once again a tech was not assigned. I was transferred to a "supervisor" and he made an appointment with me for the following Monday, July 13th. He asked that I call 18004MYHOME that morning to get a smaller time frame for service.

Of course, Monday came and when I called the number, there seemed to be yet another problem. They did not have me on the list for that day. But, they could give me an appointment for the following Saturday. We asked several times to speak with a supervisor and were given excuse after excuse and promised call backs that never came. We were finally able to get an appointment for the next day, July14th, between 8am and noon.

We again made arrangements to be around for the tech to come. We again called several times and were told a tech was being assigned, they were talking to the tech now, a tech was on the way, etc, etc. Once again, no one showed and no one called. Our next step was to try going higher up. We put in a call to Sears corporate, who claimed that all of our appointments were showing up in their computers as being canceled, but with no reason as to why. They informed us that the complaints we had asked to be logged in our files with them were never submitted and that a tech was never even assigned to us for that day. They managed to finally get someone to the house later that evening to look at the grill.

I wish I could say that is the end of the story, but I'm afraid the saga continues. The grill was deemed unfixable and we were given credit toward a new grill. We went to our local store to pick out a new one and schedule delivery. A delivery date was set for July 27th and once again Sears was a no show. When we called the store, we were told a mistake was made and the grill would not be delivered today. As I write this, I received a call telling me that the grill could not be delivered today that it could come on Thursday. I refuse to take any more time off of work to deal with this company and I told the representative that called as much. She hung up on me.

I have never dealt with a company that has less concern for their customers, or a company with a worse customer service department. It seems that no matter who we speak with we are lied to, hung up on and given the run around. I guess the next call I need to make is to my lawyer. Consequences: $1,450 in wages lost during hours I could have been working.

Now, we explained again to them that the item was not working properly and they suggested the ring kit again. We told them if it's not working now, what will it be doing three months from now? So we told them we wanted our money back. Then he proceed to tell us that we had to pay a restocking fee of 15% which on that item was $59.99. How do you restock a item that doesn't work properly? Do you wait for some other sucker to buy it and charge them another $59.99 to restock it and on and on? I really believe this is not a good business practice for return business. I am not happy about this shopping experience, and I will not go back to the local Sears Store. You got it, I will be telling my friends and family about our shopping experience.

I was then forwarded to someone I guess was a supervisor. I made a mistake by not recording her name. She told me that Sears would reimburse $150 in labor and $100 in parts and told me that my file number would be my phone number and she would call me later with all of the information. She also told me that I would be rescheduled for Wednesday July 22, 2009 between 8am-12pm. I called Tuesday July 21, 2009 to verify my appointment was scheduled for Wednesday. The rep told me that all she had in the computer was my last appointment for Friday. Apparently, there is no record of anyone doing anything after my Friday call. After calling on Tuesday, I received a voicemail later that day informing me of my new appointment. It was not scheduled between 8am-12pm as the person said. It was scheduled between 1pm-5pm.

I called Sears again on Wednesday July 22, 2009 at 1-800-469-4663 at 915am and the rep (Gabe) confirmed my appointment. I asked who scheduled it and she was unable to do so. I asked because I did not and would not schedule it for that time period. She returned and told me the technician’s supervisor (Olga) rescheduled it. I asked if there was anything in the file stating that I would be reimbursed and she found nothing. I canceled the appointment during that call because I was tired of this.

I asked if Sears would help me pay for the repair and was told that was impossible, but if I wanted to rent a refrigerator, they would pay for that. I asked the woman where in the world was I supposed to put a second refrigerator as I had no room for it in the kitchen or small utility room. She said, "I never thought of that." We got the refrigerator repaired yesterday (Wednesday, July 22). The motor was broken and it cost us over $200 to replace it.

We have been without hot water from Friday July 17th and still do not have it. We cannot do laundry, dishes, or take a hot shower. This is unacceptable and unhealthy! We paid almost $1,000.00 for a maintenance agreement and are not getting the service we should!

They sent several technicians out, but it has never worked as it is supposed to. It doesn't put out heat in the winter and it doesn't put out cool air in the summer. About the first part of June, it quit and it has not cooled the house since. Nor does the heat work now. They again sent out a tech from one company to assess it, and then they sent out a tech from another company to fix it. (We were told when we called, that this is Sears’ policy.) The last tech they sent out didn't talk to the first one and didn't even know that there had been another one out. He tried to fix it and left saying that he would have to order parts. He had the parts sent to our residence and told me when they came to me to make another appointment and he would come out and put them in.

They showed up about a week later and after another week he came back, put in the parts that he had ordered and left. It still didn't work, but he didn't stick around long enough to find that out. It quit all together after that. The tech called about 2 weeks ago for a follow up (I had called Sears in the meantime), and I told him it still wasn't working. He promised me that he would be here last week to fix it. But he never showed up. I called him today (Monday) and he said he was really busy but he would be here Wednesday. He promised that this time he would fix it. I have now heard that so many times that I just laugh. I have contacted people in Sears' service department many times, even speaking to someone who said that they were in the head office in Florida.

I am at my wit's end here. Who do I contact now? The Better Business office? The Attorney General? This is the only source of heat and cooling in this house. This heat pump unit is in my rental house. I furnish water, heat, and electricity. In the last year, I have had to pay double the amount on the electric bills. I have had to purchase plug in heaters for heat, and now a plug in air conditioner for cooling.

Just check out my history with Sears and my telephone number (which you must have to get anywhere at any of these numbers is) **. I recently paid off my Sears account just because of the poor customer service on another matter. It seems my bank electronic payment did not reach them for seven days! The late payment charge was astronomical! I paid off the balance that moment. A business that I remember as a child on Lake Street in Minneapolis Minnesota over 74 years ago, only has themselves to blame if they too go under in this depression. A business as well known as Sears can only meet their demise if they do not provide what they promise - customer service. If this had been handled in the first call by explaining that I was not due for service until September, and yes, I do have the maintenance contract, and the Amana refrigerator was included like Karen assured me, I would not be writing this, but no calendar for less than 60 days ahead? Please. I started this appointment scheduling at about 11:00am. It is now 1:30pm!

I asked her if she could contact the technician to see if he could be there later on, since I had already spent the day waiting. She contacted him; however, she informed me that the technician was running late on his repair schedule and could only come out on Friday, July 10, 2009, between 8am to 12pm. I approved it, but I specifically asked for a morning appointment. Well, of course, the technician did not show up. The dispatcher did call at about 9:15am to let me know that I had to reschedule for Saturday, July 11, or sometime the following week.

Again, the dispatcher apologized for the technician and informed me that he could come out on Saturday. Needless to say, I was beyond myself. I was very firm with her and insisted that the technician come out during the remainder of his day on Friday, because again I was willing to stay home to wait and get the air conditioner repaired. The dispatcher was not listening to my requests or frustrations. She just sounded like a recording that she was sorry. In the meantime, we borrowed fans from my sister and mother, so that we could have one in each of the rooms that are always occupied.

I called a company, Air One, and scheduled an appointment with them for repairs. They not only called to confirm the time and date, they actually got here about 20 minutes earlier. Well, on the day Air One was evaluating my air conditioning unit, the Sears technician called that he could come out and see my air conditioner unit later that day (Monday, July 13). He never called to ask if I was available and neither did the dispatcher. I mentioned to the Air One technician what was going on, and he couldn't believe it. Unfortunately, the repair costs were high, and we could not pay to service our air conditioner.

We paid a lot of money for our Sears MPA, and they should follow through on their service promises. This is not the first time we had problems with Sears MPA, but we always thought it was a "worth it service." Several years back, the same thing happened. Our air conditioner broke down. It took Sears six weeks to finally come out. In May 2009, we called to have our washer looked at, because it was making a distinct noise. We didn't want to wait for it to break down. They didn't show up until four attempts later. In the meantime, we were going to the laundromat every other day to wash baseball uniforms and work clothes. We must have spent about $500.00 that month alone on washing, drying, and gas.

We heard the same excuses: The technician is tied up, he showed up but no one was home, he called and no one answered, and the appointment time and date is different from ours. We have heard them all. Oh yeah, but they are always "very sorry." I'm sitting in a home with no air conditioner, and it has been above 95 degrees on a daily basis for two weeks. In the house, it gets so hot that we leave to the park, our neighbor's house, or a store to deal with the heat. It is very discouraging to have such a reputable corporation allow this type of service, actually "lack of service," to continue. Their contract should stipulate that "in the event that Sears fails to show up and/or call to let consumers know that there are time restraints, we, the consumers, have the right to call any other service repair company and Sears will reimburse us, the consumers, of all expenses."

Sears really tries to make it seem like they are busy and that they care about our concerns and repairs. If they are busy, hire more technicians to show they care about consumers. These are trying economic times for everyone. We have to be careful with our jobs. We can't keep missing days from work, waiting for Sears to say they will be there and then they don't show up. We could lose our job for missing days from work. Sears needs to keeps their word about when they are showing up! I will not purchase one single item ever again from Sears!

When I got home, I redid the math and, sure enough, he did not take the extra 10% off. So, I called and he still insisted that he took it off, but when I told him that his math was incorrect, he just irritatedly asked me how much they owed me & told me he could take it off over the phone. Well, he still did it wrong and only took off some of what I was owed, which I didn't find out about until the next day when I checked with my credit card company. I called back to speak to a manager and at first he too actually started to argue with me and insisted I was charged correctly to begin with. I then told him to get a calculator and figure it up right then. He did and of course, saw immediately that I was right. He corrected it, or at leas, I hope he did - I guess I'll find out when I get my CC statement.

Another gripe I have deals with delivery time. I paid quite a bit for delivery, but my stuff won't be delivered for more than 2 weeks, which is ridiculous. I'm pretty dissatisfied. I could have gone elsewhere & had next day delivery. I have all Kenmore appliances, but I don't think I'll replace them with Kenmore unless Sears makes some serious changes in regards to customer service.

After sitting and waiting all day, I called the 800 number again on Tuesday, July 14, 2009 at 5:30PM to ask why the service guy never showed or called. Oddly enough, the operator located my current address and number in their system but didn't show any other information about the washer/dryer or the scheduled appointment. Does Sears really hire people that are that incompetent? I asked to speak to a supervisor and was connected with someone named Emily. I indicated that I was not happy with the situation and had rearranged my schedule to accommodate their service timing.

Since they had messed up on their end, I was asking for a shorter service waiting time on the rescheduled appointment. Emily indicated that they could not offer that and that they only offer between the hours of 8-5, therefore, I will spend another day waiting for service. Not only that, the next available service date isn't until Friday, July 17, 2009, the day before my scheduled family vacation.

On the 9th, I called Sears as I wanted to pick it up. They run me through the hoops and I ended up talking to someone that I couldn't understand. I ended up at the store and I’m not at all happy that I talked to 3 people and no one apologized for the crap I'd been put through. I got it taken cared of, but I’m not at all happy as I feel I was a real burden and I wish now that I would have just cancelled the order. I’m discussing this with my son and he had bought 2 new TVs on back order. They never called upon checking on it. A mistake had been made on the phone number and the order had been cancelled. How in hell you’re still in business? I haven't got a clue. My building is going up next week and I will be spending $1000 more and I was planning on Sears, but I doubt it now because you really suck. I'm sure sorry as I really wanted to support Sears.

I arrived at work at 8:35 am. Ten minutes later, I got the 30-minute heads-up call. They also left a message on my home answering machine at 9:44. It is now 10:35am, and there is no repairman in sight. It's almost 2 hours after the heads-up call. I was deliberately misled as to what time the repairman would arrive.

What they didn't tell him is that it would be a week from Wednesday - 12 days later! Once I realized it, I spent several hours on the phone with countless people at the repair center. One rep let it slip that the servicemen only go out on Monday, Wednesday and Friday. The reps repeatedly tell you to call back when the part comes and schedule a sooner appointment, but in reality, they do that to get you off of the line because I had two admit to me today that they have no sooner appointments. I then had to go through several more representatives to try and get the appointment made for the morning because we will be leaving town on the first. I mentioned the lemon law to one of the representatives and I was told that they had come like 12 times in the first year.

I don't know if that is correct or not, but I have no faith in anything that this company tells me anymore. The representatives will lie to you, the repairmen come once every week or two and usually not until the last minute of the day, and no one really cares. The extended warranty program is a joke.

I immediately called Sears’ 800 number and explained to them that I needed them to come out today. At 1:30pm, Gilbert arrived, took one look at the dishwasher and said he needed to order "a soap dispenser". The problem was not the soap dispenser; the problem was it was not going through the cycles. He did not even bother to check it running the cycles! I was told that when the part came in, we could call for another appointment. The part arrived on April 30, 2009.

Since I live in Washington State and my mother lives in California, my daughter-in-law made an appointment for Friday, May 8, between 8 am and 12 pm. She gave them her cell number so they could reach her directly since the phone at my mother’s residence was now disconnected except for messages. At 11:50 am, Gilbert left a message on my mom's telephone number that he would not be able to make it because he was "overbooked". My daughter-in-law called him, insisted that he needed to come as soon as possible. He said he could be there around 1:30 pm. At 3:45 pm Gilbert called my daughter-in-law and stated he was about 5 minutes away. She had already left the house and said she would reschedule.

She called to reschedule again for Wednesday, May 13, between 8 am and 12pm, guess what? At 12:30 pm Gilbert called (again) and stated that he would not be able to make it. Sears has now wasted 12 hours of our time. We have not heard from them in regards to this or any type of apology. I will never buy another Sears item and I am making it my life goal to tell everyone I know.

What irritates me is Sears has no records of this Transaction Settlement. So, their technicians tell unsuspecting consumers to buy a new water heater. If not for this wonderful plumber I would've spent $200.00 installation for a water heater I didn't have to buy.

We called Sears to see if we could get a serviceman sooner. We spoke to someone who would not identify where they were located, but she had an accent and sounded as if she was out of the country. She could offer no help and when we asked to speak to a supervisor, she hung up. They claim to have 24-hour service, but the girl said they were closed on Sundays. It is almost unbearable to live in the house. We need someone to check out this A/C unit now, but Sears shows no intentions of trying to accommodate us. We need help from somewhere.

Now 5 years later, I got a recall on the microwave for $300 toward the purchase of the combo. Well, the combo now costs approximately $3000.00. So I feel Sears is making money for themselves. The entire combo microwave/oven should be replaced by Sears, since they are one piece. I have checked with a local business, and I can get a replacement for about $2000.00. I want to have the product that I had known all my life to be very good to be replaced by Sears. If not, I will never have another Sears appliance.

8 calls were made to the appointment line between 10 am and noon on the repair day to find out what time the repair man would arrive. I was told that we would get a call directly from the service technician within a 1/2 hour to tell us. He never called prior to the noon hour to inform of his arrival. At 1:30 pm, 1 1/2 hours after his supposed arrival, he called to say he was on his way. I asked if he had the part on his truck and he said no because he did not know what was wrong with the dryer. I told him that the phone appointment center was to inform him of what was wrong and that he was supposed to come prepared to fix it, not assess it!

He never did show up. He did call to inform me he ordered the part, but that it would take a week for it to arrive. And once it does, he said to call and reschedule for it to be fixed. I vaguely remember going through this same ordeal last year for the same problem. I called Sears’ customer service and requested to speak to a manager and they did nothing except fluff me off. Why can't these big corporations like Sears be penalized for lying to customers when we pay good, hard earned money to them to help us when we need it? I am quite aware that I am not the only person that complains about Sears, so why are they not more compassionate about their customers’ wants and needs?

Finally, on June 10th, the fridge failed completely. We phoned on the 11th and were told a technician would come on the 12th to fix the fridge (apparently the parts were in -- don't know why they didn't contact us). Well, the technician didn't arrive on the 12th, and despite our continued efforts to contact Sears and get an updated ETA, we received no information, nor any call back to reschedule. So we phoned again on the 13th and were told that we would have to wait until the 17th for a technician to fix our fridge. Finally, a repair technician came on the 17th, and determined that the problem is not the problem originally diagnosed. He told us that the problem is the compressor, and that there are no compressors in stock. He also told us that we only have a 5 year warranty on the compressor, despite us being told on our May 12th call that we have a 10 year warranty.

I have phoned 18004MyHome about 12 times, and have been transferred to customer service about 8 times. I have scheduled four service appointments, have had only two honored, paid to have a problem misdiagnosed, waited a full month to receive notification of whether the parts we required were in or not, never received notification, finally phoned Sears again because the fridge outright failed, then learned that the original diagnosis is wrong. I have also sent an email to the home Sears email address and originally received a response from Karen saying the matter will be resolved immediately. This was on Sunday, June 14th, when I received her email. I have yet to receive any further communication from her, which really does not constitute resolving the matter immediately, does it?

I once again phoned and was transferred to customer service on June 17, and was told that someone from the Calgary Service Centre will be phoning us to discuss options and compensation. They were to phone my husband's cell phone by 4pm, June 18. Of course, no one phoned. In addition, customer service did not inform me on the 17th, that the part is no longer available. So I phone again today - June 18th, which is now one month and six days from the original request for service. I spoke with an extremely belligerent customer service agent who tells me that I was already informed by the technician that the part is no longer available and that ball is essentially in my court to deal with the issue. I corrected the customer service agent because the technician told us the part is not in stock, not that it is outright unavailable. Please note, the customer service agent did not mention on the 17th that the part is no longer available.

I was told today that Sears will only give me a depreciated value for the fridge against a purchase of a new one from Sears, which is unacceptable to me. I would have a fully functioning fridge at no cost to me if Sears still stocked the part, and I would expect the part to be available for the 10 year warranty period. The warranty can't be honored simply because Sears chose to no longer stock the part-- why should that cause me to incur addition cost? I asked who I may call to learn about what the depreciated value would be, and of course, I can't call anyone. I must wait for someone to call me.

I have been waiting since May 13th for Sears to call me to tell me when the parts to fix my fridge will be available. I have had two service appointments not be honored, then have been told that I must go to the end of the queue and re-wait my turn for service. I was informed by email that someone would resolve my issue immediately, and have had no further communication from that someone. I was told someone would phone us today to discuss options, but of course, no one phoned. And now I have to wait for someone to phone to tell me how much Sears will value my fridge against the purchase of a new one. I am not holding my breath for that phone call. Sears customer service agents are rude and have use bullying tactics to try to get customers to give up on their issues. $500 food loss $70 for original diagnosis $150 for thermoelectric cooler $2000 for a new fridge.

First, I received the wrong refrigerator upon delivery and now this! Sears Rebate can clearly see that I attempted to redeem my rebate but because I have four different receipts and nowhere on the receipt is mentioned that there is a postmark date, I cannot receive my rebate because the wrong receipt was entered! I will never shop at any of Sears stores again. I paid for the dishwasher in cash and now I cannot get what is owed to me. I am filing a complaint with the BBB and contacting Kenmore direct so that they know how their customers are being treated at Sears! I have contractors in my family that shop at store often, well not anymore. I am appalled of the treatment that I received from Sears Rebate customer service.

I wasted time and a lot of energy. I stayed home for their 4-hour window 6 times with no resolve. I do have other things to do and wasted my valuable time. I don't know of many people that can be at home for these large windows of time or pay for someone to be there. Please, if you value your time and energy, do not waste your money on cheap appliances or the warranties they offer. Kenmore is a bad appliance, a cheap appliance as is their extended warranties. Buyer caution here: pay for the high end or stay in the low end and suffer. I have always purchased high end and now I know that I had been the wiser. Sears, no. Kenmore, no. Extended warranty through Sears, no!

On June 9, 2009, I called Customer Service Department and advised them of the damage and situation. I was told by a representative that I would need to order a second unit from Sears using a credit card. Furthermore, I would not receive credit to my account for the existing damaged unit until it was delivered back to the warehouse. I told the representative that an additional charge to my credit charge is unacceptable and I intended to pursue this matter further. I also informed the representative that there was no way we would accept the unit in its current condition.

We are completely dissatisfied with customer service support pursuant to resolution of this issue.

It started having problems in July 2006. But they put freon in and said it was fine. Then the summer of 2007, it is no longer fine. They were at my home 2 times and the first time (April 28, 2007), they told me I probably have a freon leak but that it needs to be at least 80 degrees out to test for that and that I should schedule a follow-up appointment in July 2007. I asked how the unit would hold up until then and was told it would be fine.

Fast forward to a week later, no central air again. I called them again and was given appointment for a week later (May 19, 2007). The same guy comes (tech 0576108) and even though it is not 80 degrees was able to perform the freon leak test. So, he apparently found the leak and it is fine. Fast forward to a week later, we are now talking 95 degree weather. No central air. I called them again on May 23, 2007 and asked them to please accommodate me on the coming Saturday as I could no longer take days off work on such short notice. They would not.

everything and said it was fine, but they think the unit was too small for the second floor and that is why I am having issues. Then I called another contractor who came and said the unit was definitely too small because there were no leaks and the unit was functioning fine but it simply could not cool the house with the heat because it was not big enough. So, I made the appointment for them to come the 3rd time (scheduled for July 5, 2007). I made the appointment 10 days ago and took the day off work and waited all day. I called at 4:45pm and was told by their customer service rep (Sharon) that he is at the previous house and will be here shortly, just running behind is what I am told. So I called an hour later again, was now told by Jaclyn the tech called out sick this morning. I asked to speak to a manager (Dionne) and he said he could only get an appointment for July 11th, 6 weeks away with no cold air. I asked to be accommodated since it is 80 degrees in my home and could they come tomorrow and they said sorry, but no.

No one called me to tell me they would not show up. I spoke to as many managers that I could and they can't come back until July 11th. I cannot afford to take another day off and it is going to get hot out. I lost $300 of pay just for that day. Then I spoke to their legal department who sends over another contractor. All I keep hearing is that the unit may be undersized but should be okay. But it wasn't okay. It wasn’t working and everyone they sent from their side said it was okay. Every one we hired to look at it said it was too small for the second floor.

We went through this again in the beginning of summer 2008. We called them they told us they couldn’t help us even though we have a warranty and the unit is not working properly. We had no choice but to shell out thousands of dollars and put in another unit. We put a 3 ton unit upstairs and we had no problems for the rest of that summer. On April 27, 2009, their unit died finally. They never fixed it properly to begin with. They have not shown up to repair on the following dates even though we were scheduled. (May 6, May 13, May 19, May 22, June 4, June 6) I have a repair contract still in effect. We have been without central air for 6 weeks and we keep taking days off of work and they simply do not show no matter how many times I call them to confirm throughout the day.

Additionally, I had spoken to a technician named Jeff who said we should just give us a new condenser unit. I told him they said we need a new compressor on the unit but it has been so faulty for 3 years we felt we deserved a new unit. He agreed and called my husband later to tell us new condenser unit, which he clarified again (not compressor) was ordered and gave us the model number on May 22. I then spoke with Jamika from the Sears Executive complaint department who also backed this and emailed us in writing the condenser unit is ordered. I then speak to Brian from the same department who said no. He tried to tell us they had the wording wrong and only the compressor unit would be ordered, even though each time we spoke to someone there, we clarified the condenser was a new unit and again I have this in writing. They also promised us a $150 Sears gift card. A very small compensation considering all the days off work we took and they never showed and that they would reimburse us for the window air conditioner unit we purchased. That remains to be seen. We were promised by Brian from Sears they had strict orders to come on Saturday, June 6. I called 4 times on Saturday and was told they are coming. At 4pm, I got a call from Sears. The technician was not working so no one would be coming. I would like all that was promised to us, a new condenser unit and a company of our choice recognized by the BB to install it so we can depend on them. As well as the gift card for each time they decided not to show up and the refund of $250 for the window air conditioner we had to purchase to keep cool, as they have been breaching our contract and not showing up. Brian can be reached at **. Many thanks.

I then called Sears Customer Care and credit must be given where credit is due. The agent was super nice but she wasn't able to help much because the system gave her no useful information to impart. First, she told me if a merchandise wasn't available to pick up in a store, my order shouldn't have gone through. When she tried to find out what was going on, the system simply indicated that the merchandise was out with no estimated date of arrival. Yet, Sears charged my credit card as if I already took the merchandise home. She also couldn't tell if any other Sears in my city had the item in store but I could look it up online, while I was on the phone with her, that another store had. That tells you how inefficient Sears' inventory system is. Then I asked if they could send the item from that store to the one I was supposed to pick up. She said their system couldn't do that but I could keep calling back to check if they had new update on the delivery date. Amazing, what hoops I've to jump through. If I didn't call, I'd just be waiting. They don't inform you when they run out of stocks.

Then I emailed Customer Care to see if another agent could do something. I was then told to order it again for home delivery and Sears would reimburse me for the shipping charge. Okay, that's good only the problem was that Sears.com stopped taking shipping order and I could only do a pickup (from a very faraway store). I replied with the info and asked what other solution they could give me. The next day, they had the nerve to just cancel my order, without my consent! The rub is that I placed the order when the item was on sale and I used a coupon to bring the price even lower. I don't understand why they couldn't just keep the order and charge my card when they ship the item and let me, the customer, decide whether I want to wait or not. Of course, now they don't have to sell it at the lower price. So aggravating. They won't last long with this kind of retailing misstep.

When we called the Sears service center to ask for help with the repair bill of $9- and some help with the repair due to being misled, (we felt it was possibly deliberate), they said it had been too long since the initial service had taken place and our request for consideration with this. They stated they could do nothing.

I wasn't satisfied with this and asked to speak to someone in charge. I never got that opportunity, they just returned to the line after putting me on hold and said they would investigate and get back to me. They refused to give me a time frame as to when they would get back in touch. It's been 4 weeks and we haven't heard a word from them. We felt that the service man was hoping to take the TV and fix it himself, then sell it. But since my daughter didn't relinquish her "useless" TV, he didn't get that opportunity. We have no proof of that, but it seems reasonable as an explanation after speaking with the independent repair person who stated that the repair wasn't difficult, just costly to a consumer in terms of labor.

I was so upset I completely broke down. I demanded he call a supervisor and let me speak with them. The "parts" were in a location less than 2 miles from my home. I offered to go get them. I was told that is “not our procedure.” I asked him to get them. I was told it was “not our procedure.” He calls a supervisor and gets no cooperation but does not let me speak to the man. I was irate at him. He called again and another supervisor was on the line. He told her I wanted to speak with her and that I was very upset.

He handed me the phone. She demanded that I put the "tech" back on the phone. I told her he was putting the dryer back together, which was scattered all over the place. She again "barked" put the tech back on. I repeated the dryer and asked if she would just listen to me. She hung up on me! I handed Bernardo his phone, told him she hung up on me, and then completely broke down. The day before running back and forth from work to the laundry mat I managed to fracture two small bones in my left foot. I am currently a cancer patient at Hackensach Hospital, and both physically and emotionally this has been horrendous. I still do not have a functioning dryer and must wait for the parts. The biggest problem is the manner in which I have been dealt with. I have been lied to, hung up on, denied access to anyone in authority and left helpless with who to contact. My back has been thrown out. I broke my toe and I am so emotionally drained and it is the worst thing you could do to a cancer patient. Shame on Sears.

Once again, we rescheduled (for the 3rd time) for the Friday before Memorial Day Weekend so we could have the grill repaired for the holiday. He called and said he would be out to our house after finishing 2 more customers. At 5:30, 30min after his allotted time, we called him and he answered. My husband identified himself and the technician hung up on him. We, in turn, had to cancel our holiday party because we had no working grill. I called Sears and placed a complaint. All I got was, "I'm sorry, you must be frustrated. Let's reschedule!" Once again, we rescheduled for the 4th time for yesterday, May 29th, and Sears called that morning to say he was not going to be able to come out after all. This was the 4th cancellation and the 4th time we've taken off work to be here during the allotted time.

After a long conversation with problem resolution, they said they were so sorry again and said they would give us a $75 gift card. I told them I didn't care about the gift card, I wanted my grill fixed. They rescheduled us for June 3rd to have the technician come back out. They called today, May 30, to tell us that it wouldn't be June 3rd after all. However, it’s now June 5th, and she could not guarantee that he would be there. Furious, I called Sears and spoke with a person who said they are the highest in the company. He asked what he could do to rectify this. I told him I wanted a comparable grill delivered to my door so that we didn't have to deal with a technician anymore. He said, "Oh, I'm sorry. That's not what your agreement allows us to do. You're getting a gift card Mrs. ** for your trouble and time off work!"

Like that would be comparable to my time off. After I asked who was the top person I could speak with, he said it was him and that he was at the mercy of the stupid technician to come out and make his service call. When I explained that we had paid for this service already but Sears wouldn't give us the paid for service, he said, "I'm sorry, there is nothing we can do about this!" This is beyond ridiculous. We paid for a service that we cannot seem to actually get. In the meantime, we have a grill that we can't use, we have to cancel parties, take time off work to sit here and wait for the phantom technician to come, all of which we have no control over.

We called to find out where the part is since it was supposed to be here on Monday May 25. They gave us a tracking # for the old part. We just got put on hold. We called the Sears store manager and found no satisfaction. It is going on a month and we have a $2,900 TV on our guest bed, waiting for parts. What good does a 5-year agreement do when the store manager says she can't help us and the warranty phone number is not good, unless you want to be put on hold for 45 minutes to be given an old tracking number?

Two visits ago, the mechanic stated that due to the equipment history and the quantity of services in recent times, the equipment should be replaced. He advised we needed to ask for a mechanic supervisor and ask for a new fridge. When I called last week, I specifically requested the visit of a mechanic supervisor, which is what he proposed to finally solve this situation. Again, a mechanic was sent. Again, the equipment is not working properly, immediately after being serviced. This is outrageous and I cannot tell you how upset and frustrated we are. Needless to say, we feel that this service agreement is a waste of our money and a test for our patience. Can you please explain to me what will it take for Sears to really do something about it? Sending one mechanic after the other, having to wait for weeks for a compressor or else, etc. is a weird way of saying you care. We do not feel serviced at all and, after many years as Sears' customers, it is highly unlikely we will ever sponsor or recommend Sears again.

Even you as Sears employees would probably feel the same way if you experienced what we have had to. If I had the time, I would have already formalized a complaint in the Consumer Affairs Board because you are certainly not delivering what you promised and what you are billing for. This is our last effort. If we obtain no reply from you this time, you win. We will no longer ask for a repair or an equipment replacement and we will no longer sponsor your store. Feel free to contact me shall further information be needed.

After looking at the machine, the technician phoned me to tell me that it was not worth repairing. He said that the transmission had a faulty bearing, or something like that, and that I should just buy a new washer. He asked for a credit card to bill the $82.50 service charge to, and I declined, saying I wanted to talk to customer service before paying. He subsequently told the tenants that the machine would go for a few months longer, and told them it was good to go (i.e., to go ahead and use it).

Two days later, I got a call from the tenants telling me that they had just used the machine for the first time since the Sears repairman's visit, that the hose for waste water had not been reattached properly, and that there had been a flood with water going through the laminate kitchen floor onto the furnace below and into the downstairs apartment. I notified Sears immediately, then waited for a callback. It took several days for them to send someone over, and then all he did was photograph the washer, presumably to ascertain culpability. My upstairs tenants (both professionals) were with him while he looked around. They said it was obvious when he looked at the machine that a hose had not been clamped on properly. That was the end of Sears' involvement. I tried calling customer service a few times and was told that their insurance company would contact me immediately. No one called and I was told not to call customer service again, as they could not help me. In the meantime, I had 2 apartments with wet flooring and other damage to contend with.

Ultimately, I called a restoration company, which directed me to call my insurance company first. I was told to deal with the water damage asap before it precipitated further damage. My insurance company took over immediately, saying they had to beat the clock on mold formation. They had water extracted from carpets, removed underlay, removed the ruined laminate flooring, tested walls and cabinets, placed dehumidifiers and fans throughout the apartments, etc.

Nine days later, an insurance company representing Sears contacted me, but indicated they knew nothing about the problem and would wait for information from Sears. That was 17 days ago, and though I tried calling them again, there has been no action on their part.

Because I went through my insurer, I have now paid a $500 deductible, and will no doubt get a rate increase. I will also have to pay my tenants' deductibles for damaged property, and am facing a kitchen redo that will take up a good chunk of my time. Sears has been completely absent during this process concerning a problem that was obviously caused by their negligence. All I have received from them is a bill for the repairman's visit which I had initially refused to pay (luckily). Interestingly, as I do not live in this city, and don't have my records here, I don't have my original purchase receipt for this Sears house brand washer which may still be under warranty. Sears mysteriously has no record of the purchase, telling me only that it was manufactured in 2005. However, based on the tenant it was purchased for, I know it was bought in 2007 or 2006, most likely with a gold card that would have doubled the warranty.

I am appalled at Sears' lack of concern concerning a problem caused by one of their employees [I had asked him when he called me if he was a contractor or worked for Sears, and he said he worked for Sears], and that they would leave me to deal with the fallout with no guidance whatsoever. My upstairs tenants, whose living space is small, have been using a pulled-apart kitchen for almost a month, and have had to put up with workers coming in, loud fans running continuously, etc. Additionally, my insurance company has told me that it may be impossible to get compensation from Sears, and that claims between insurance companies can drag out for years.

Though I have bought many appliances at Sears, I will no longer deal with them. Frankly I don't care if they join other retailers that have been victims of this economy. Just bought a new dw at Home Depot today - a company with which I have had a long relationship and that has never given me any problems.

They assured us they would be here at 5 PM and call us when they were on their way. I called at 3 and was told they had been in touch with the technician and he would be there by 5. I called again at 4 to confirm he was coming and was told dispatch would call us. They did not. At 5, there was no technician. I called again and was told he would still be there. At 5:45, he called and said he was on his way. He was a half hour away. At 7:24, he is still not here. The technician said he had never been contacted by the company.

Every single person I talked to at Sears lied. They cut me off on the phone three times. I wasted all afternoon and over an hour on the phone and they never showed up. Do not deal with Sears Home Repair!

The rep now offered a Thurs AM appt. But this was Sears' mistake! We have no hot water! Strike two. I called the local plumber to come diagnose and possibly repair. On Wed. 8am, the local plumber showed up exactly on time. He said the gas control valve was faulty. On Wed., I called various Sears’ numbers, got redirected, but finally got to speak to the dispatcher. I advised him of the plumber's finding, and he said we need a service tech to arrive the next day with that part. Don't show up for a wasted trip without the part.

On Thurs. AM, the Sears tech showed up as scheduled. He was very experienced, many years with Sears. He said he had three valves on the truck but none were the right size. Besides, it's really a failed burner assembly. But he'll order both; they'll be shipped to our house to arrive four days later(!), then they'll schedule a repeat visit to install them(!). I told him we'd just pay the plumber to replace the unit. Strike three. So if you can wait without hot water (or heat, or a refrigerator, or...) for a week, then Sears will honor the warranty. We won't be having that problem in the future.

The next day, he and Sears somehow located the water heater after we made a couple more calls to Sears. The third party plumber sent out the "technician" to change the tank. We had been told there could be a charge for replacing old plumbing if necessary to meet the codes. Since our last installation was only 4 years old, we were told this was unlikely. The technician came and promptly wrote up an estimate that included $185 for 2 flexible copper pipes to replace the 4-year-old ones. He told me he was required to change those every time he replaced a water heater and that this additional charge was based on Sears billing. He also added on $50 for hauling away the old tank. Then he wrote up the invoice in final form and it came to $299! I asked how $285 + $50 got to be $299. There was an additional $35 since my tank was 55 gallons and therefore over the 50-gallon price of $50. The extra 5 gallons apparently cost me $7/gallon and there was a fee of $29.95 for "truck supplies."

I called Sears after arguing with him about all the additional fees. He called his manager. Sears asked to talk with the technician. I know they asked him to describe "truck supplies" as I heard him say it was "a kind of tax" they add for anything they sell in addition to the regular installation process. The Sears representative, Sandra, told me the plumbing company would not be charging me the truck supply fee nor the fee to haul away the old tank. I complained that the cost for changing the copper tubing was exorbitant and unnecessary. Such tubing I told them might cost $40 or $50 for two sections the technician showed me. Indeed I found the tubing for $24.21 each in my first search online. That would mean the third party plumbing company was charging me about $135 for removing the old copper tubing and replacing it with the new. This would require disconnecting two joints connecting them once again in addition to the work required to simply hook the water heater to the supply line. Furthermore, while both Sears and the plumber said this was required of the code, they also agreed they had not checked the code in my county and neither party was from Santa Barbara County where I live.

I agreed to the installation and the $185 despite my dismay over this outrage. The Sears manager told me $185 was a standard price. He also said that the price was determined by the plumbing company, not Sears. The technician steadfastly maintained, "Sears makes us charge this price!" Three party negotiations do not favor the consumer. The technician asked to use my dolly. When I asked him about his own, he said he broke it. He would not tell me when. I told him I don't have one. In the meantime, his manager called him again and refused to take away the old water tank for less than $85 again. I told him to leave the tank and I would arrange for it to be removed. He left and half an hour later reappeared with another technician and truck. I didn't see them move the water tanks as I was on the phone with Sears again. Sears said the plumbing company must remove the tank at no charge.

When I returned to the cabinet for the water heater, the technician had completed the installation including the very easy hookup of my new $185 flex copper tubing. He agreed to take the old water tank at not extra charge. He handed me a final bill for the copper tubing and $75 for removing and replacing the door to the cabinet. I told him I would have removed it for him had he said it was necessary and obviously it took him less than five minutes as he completed this whole task so fast. Again, he said this was the fee Sears requires.

I called Sears once again and attempted to pay the $260 bill by credit card to get this done with. Debra at the "billing" office then informed me there would be no charge for the copper tubing though she didn't know about the door. She then called Sandra who told me indeed I would be required to pay both fees. However, no one could figure out how to take my payment. I finally wrote a check and gave to the technician. He asked me to make it to Sears!

I left out the number of calls in this description. It went beyond numbering. This took 4.5 hours, most of it in paper writing and phone calling and driving around looking for a dolly. I also neglected to say the technician was late by 45 minutes after he called to say he was lost. Lost in this case meant he could not find the major highway that comes to my crossroad where I agreed to meet him to guide him to my house.

I fail to see any reason to buy any appliance from Sears that might require their "service" or installation. I did get a replacement water heater, but I still have water on the floor the technician failed to clean up before putting the new tank on top of it. The last water heater lasted 4 years. Will this one?

The guy called us and told us to just get a tube of caulking and go around and caulk them ourselves. So we called Sears back and even though we demanded they not send the guy back to our house, there he is with another older more competent man to babysit. So they re-caulk. The back of the house looks like a kid did it with caulking everywhere. I did not call Sears about that because I just wanted the whole thing over. So fast forward to 2/1/09. Ice begins to appear inside the big bay window over the kitchen sink. Okay, I called Sears again. They will pay for the glass to be replaced but I have to pay for the labor. Get estimates. I called to get estimates. The window company that came said, "No wonder the seal failed. They did not build a roof over your bay window." A roof? Why, yes, in fact, all bay windows need to have some kind of roof over them. Who knew? It gets worse.

Now, months later and after several conversations with Sears that ended in me crying, I have given up and accepted the fact that I will have to pay for the labor and the roof over my bay window. I have another company come out to estimate both the middle and side window now because by now, the side window in the bay is failing too. He says, "Your missing roof isn't your only problem. The window is pulling away from the house because the cables were not installed." Cables? Yes, cables. Apparently, big bay windows are installed with cables attaching them to the house so they don't fall out. Well, not my big bay window but normally, they are. So now, I called the Attorney General and Better Business and neither can help me because the labor was only warrantied for one year. I hate Sears so much that I even stopped watching extreme makeover.