Sears Reviews

Next appointment made - and he's sick again. Well, finally, A MONTH AFTER THE ORIGINAL SERVICE CALL, all the parts are in! And the serviceman comes back. I ask him, "Are all the parts here?" Says he - "Yes!" Guess what - oops AGAIN - he discovers he still needs one more part! (No, I am not making this up.) Well, the laundromats are getting rich off of us, our family is passing around a stomach virus (kind of hard to clean up the infected sheets and blankets), and at least now, Sears gets serious and overnights the missing part. And they schedule the technician -TO COME IN TWO WEEKS!!!!!

My wife and I spend several hours on the phone and get absolutely nowhere (but only one guy actually hung up on us) - because not a single technician is available to come do an emergency appointment to fix up their colossal screw-up, not even to put back the drum so we can have our leaky-but-working machine. It's over five weeks and counting... Anybody have a washing machine available???

A week later, we went on vacation for 26 days and returned to disaster, rotten food. Called Sears again. After a lot of calls to Sears and the store, a service man showed up and declared the freezer not repairable and said Sears would deliver a replacement and take away the old one. Again, we call Sears and they tell us we have to call the store. We called but the store said we had to speak to the manager who wasn't there, call back tomorrow. We finally speak to him and he didn't have one in stock, he will call us. He never called so we called and yes indeed, he had one. Now we have to go to the store and give him $75 for delivery and he will do the exchange.

Enough is enough. They should do the exchange for free, not $75. The bottom line is Sears customer relations is not anywhere near the competition. We returned the freezer yesterday, got a refund, and will never buy any appliances from Sears again. We are not happy campers.

So they ordered the part (another tech had what we needed but refused to drive the less than 10 miles to bring it)... and set up another appt for 11/22/13. Another morning off from work. I got the call, the tech would arrive in about 20 minutes... and waited... and waited... and waited. No tech. I called... Routing was rude and told me my appt was between 8 and 12. I tried to explain that I'd gotten a call that he was on his way, could they check on it... but no. So I waited some more. By 12:00 no one had arrived and I continued to make phone calls. Initially no one would do anything at all, but ultimately someone managed to get him to show up (at nearly 4:30). He put in the part - which did enable functions on the machine I didn't even know weren't working... but it did not fix the problem.

By the way... the "steam" function seemed to be stuck open... and clothes were coming out of the dryer wetter than they went in. Dripping wet ... with a pool of water in the bottom of the dryer drum. The tech said it would take two people to move the machine, he'd order the part and they would be out "next" Saturday (that would be 11/30/13). The 30th came, but no tech. Apparently they can't read a calendar and scheduled the appointment for 12/7 instead. Another 5 hours arguing with, but no satisfaction. I contacted the local TV station and the Better Business Bureau.

On 12/7/13, the date of my rescheduled appt... I got a call saying they would NOT be coming out because it "was a 2-person job" and they don't do that on Saturday!!!! I AM BEING HELD HOSTAGE BY SEARS. They won't fix my machine when I can be at home, and I can't be at home when they decide they might show up. I called customer service... again... but they won't talk to me at all now because I've contacted the Better Business Bureau. How completely stupid is that? You'd think they'd be trying harder to fix the situation... not make it worse.

Later in the afternoon of 12/7, I got a call from routing to reschedule (again) my appt. They want to come on 12/17 (that's another TEN DAYS without my dryer) and, even though I repeatedly told them I cannot take time off from work... The 17th is on a .. you guessed it... TUESDAY. NEVER NEVER NEVER do business with Sears. They will make you crazy!!!!

On 12/3/2013, I went to my bank account and I saw the $6.71 came out, but Sears.com also took 2 other charges of $16.25 each out of my bank account as well. That's what they would have been without the additional % off. I have called twice to get this fixed, but they say they never took it. I have the proof and they refuse to pay. Don't EVER shop at Sears. You will always get scr---d!

Monday morning came and went, and when I called, I was informed that "no-one had picked up the service request". Apparently, Sears puts out their service requests out to bid or something and hopes someone will take them up on it (I guess if it works for substitute teachers, it must work for critical plumbing emergencies). They apologized for the delay and assured me that they were "expediting" this and would have this set up ASAP (but unfortunately, that night would not be possible). Well, another night living like a vagrant and using the local LA Fitness' shower facilities wouldn't kill us (although having clean dishes and clothes would be nice too). Fast forward to today (Tuesday). I called to check on status and to find out what time the plumber would be arriving.

I was informed that ~gasp!~ it STILL wasn't taken up on their bulletin board (apparently, their crack squad of plumbers had better things to do) and that they would get this resolved "right away". It was at the point where this representative was saying "... and we will have someone out tonight or tomorrow...." that I just told them to cancel the service order, remove that portion of the invoice, and just bill me for the warranty replaced water heater ($50). They profusely apologized, said "no problem" and transferred me through several levels of their bureaucracy to a) cancel the service, b) cancel the "other" charges, and c) re-order the heater. I should point out that I am gainfully employed and should be performing my work duties at this time rather than playing contractor, but whatever.

I arrange for a trusted third-party plumber to perform the installation, call Sears Water Heater department to get my Sales Check number (which they had), and sent the plumber to the local Sears to get my replacement water heater (who allegedly has three in stock). I am typing right now to kill the time, since now I have: a) a plumber sitting at Sears waiting for their management to find my Sales Check number (which they lost... amazing, right?), b) another plumber tearing out my old heater and soon to be sitting around playing Angry Birds while the meter is running with nothing else to do, and c) a used-up PAT day from work to coordinate all this while STILL no end in sight.

Sears has no business surviving today. Their business model is archaic. They are like the travel agents business after Orbitz and Expedia came around. If it weren't for warranty obligations, there would be no way I would ever consider using them today. They may have served a purpose in the distant past. I can imagine my grandparents used them and loved them back in the Eisenhower administration but today with things like Google, Angie's List, Best Buy, etc. they have no real reason for being. That could be forgiven if they brought extra value to the table, but with such comical ineptitude on my dime, I am not amused. Buyer beware!

After a bit over an hour I called to check as to why I'd gotten neither a call or the email. The person I spoke with then said that the Service Smart Agreement had not been processed, and since the service appointment had already been scheduled they said that the agreement could not be applied to this service call anyway. I'd have to pay for this service call, but then they could start a new Agreement. The people on the other end of the phone could verify what I was saying, but still would not do anything to help without first canceling the existing appointment.

It is now several hours later and I had to cancel and reschedule the appointment. The best hope is that this will only cost me a day, but that is if the appointment holds together tomorrow. Had I not messed with Sears, I could have had a local repair person out by now. I should have read all the complaints I found online before I bought the appliance. I certainly won't be shopping at Sears for appliances again. There are a lot of options for buying appliances. I don't need this sort of noise. I feel that Sears clearly has lost its focus on customers - it's all about bureaucracy, policy, and what is easiest for them.

Beware of the classic blow off line they all used, for you to "call the store". Every rep I dealt with, including the online rep, used this line. The store cannot access your account or help you in any way. All they do is refer you back to Sears.com. This ends the call for the Sears.com reps & they don't have to do anything. The Sears.com reps don't take payments over the phone for layaway orders & claim they are not able to get any information about your order. Customer service is basically nonexistent for layaway orders.

I made the last online payment early so I could get the delivery on the day before Thanksgiving, Wednesday 11/27/13, the only day I could get off work to accept the delivery. Something went wrong when I made that payment, & I wasn't able to set up delivery or tell if my payment went through. I later received an email from the delivery department stating the fridge would be delivered on the day I requested, but I had to confirm that because every rep I dealt with was highly unprofessional, didn't offer any assistance & I was concerned they were going to screw this up too.

I called customer service again to confirm payment was received so things would go as planned for that day. It took the rep 40 minutes to "find the order," then she told me because it was a layaway order she could not help me & told me to "call the store" to get rid of the call, knowing the store would not be able to help me. The classic response from the customer service dept. I couldn't get any assistance from her, so I called back, got a different rep & explained the situation. It was very simple. I needed to make sure the last payment was received so all would go as planned for the delivery date. I also requested she confirm the delivery date.

After waiting 45 minutes for her to "find the order," her response was "They will call you the night before". I asked repeatedly what day would they call & did she see a delivery date in the system. She repeated, "They will call you the night before." I explained I needed to know WHEN, WHAT DAY? "They will call you the night before." I told her response was unacceptable & to stop it. I was so frustrated & angry & I was trying not to yell at her, but this was RIDICULOUS!! It was maddening. Again, she replied, "They will call you the night before." This rep needs to have her employment terminated for stupidity. She has no business being on the phone. I do not deserve to be treated with such abuse from an incompetent rep who doesn't know her job & is just plain stupid. I was so angry & frustrated with her, it was completely inappropriate for her to repeat this statement like a trained parrot & do nothing to resolve my issue. I ended the call in complete frustration, I couldn't believe this has actually happened.

The delivery day comes & they don't show up. I was on the phone from 7:00am until 9am trying to straighten this out. The rep lied to me & said, "They are on their way." I didn't believe him. Finally he transferred to me to another department, & the rep there explained my last payment didn't go through due to a "web error," & the fridge would not be delivered. I would have to make the last payment again & set up a new delivery date.

I took a day off of work for nothing, waited for a delivery that never arrived & I was exasperated from the reps, who are basically useless. They are lazy, incompetent, not properly trained & have no interest in assisting the customer. The rep who repeatedly said, "They will call you the night before," is just plain stupid & incompetent. They also have these long rambling sentences where they apologize that they can't help you. Sears has put me through a nightmare. I've spent hundreds of dollars on a fridge & I've been treated in the worst way possible.

For the past several days, I have been getting automated phone calls from Sears.com starting at 2am! Yes, the calls start at 2am! They continue throughout the day. I've had to turn my phone off because of the calls. Some go to voice mail & a recording says "Sears protection plan." I am being harassed & if they don't stop immediately, I am going to file a police report for harassment. I'm also going to file a complaint with the Illinois Attorney General's office. I'm giving this a 1 because it is the lowest rating available. They deserve a negative number, like -10. This has been a horrible experience. My advice to anyone thinking of putting anything on layaway at Sears.com is don't do it. It's not worth the aggravation & abuse you will go through.

We also ordered a microwave oven the week before to be picked up at customer pickup. We were told we'd get a call and never got one so we went to customer pickup and the item was there waiting. It has been 2 weeks since we picked it up and we are STILL getting automated calls from Sears telling us that our microwave oven is ready for pickup. Someone needs to revamp their customer service/delivery system. As for us, we were loyal; customers but we've had enough. We returned the refrigerator and will bring all of our future business elsewhere. It's not worth the aggravation and wasted time.

I called delivery and they said no I had to purchase the installation and the install dept will do the work. My complaint is that I ordered the machines to be installed, the delivery date was 11/19, but the delivery nor a phone call occurred. I've spoken to 10 Sears Reps and got several explanations. I bought it on 11/13 and on 11/25 they are still not installed. Don't ever buy an appliance from Sears… In fact I won't buy anything at Sears!!!

About four months ago (in the summer time), her A/C broke down and she was having difficulty breathing because of the heat accumulated in her house. When she called for service, she was rudely told that a Sears contractor will get to her house when they get there. I immediately placed a note on the website lamenting such disregard for our elders. A lady called Stephanie called me soon after and handled the situation very well by expediting the service and apologizing to us for such blatant rudeness and inconsiderate treatment of a powerless elder woman. Kudos to Stephanie.

WE ARE FACING A NEW PROBLEM WITH A SEARS CONTRACTOR. This time, an A/C technician came to inspect the two air conditioners in my mother-in-law's house. There are two separate stairs leading safely to each unit in her attic. However, our technician decided that he will not use the second stair but [instead] he took a shortcut and walked over the rafters in a very narrow spot in the attic so he can get to the second unit. He took a chance he should not have taken and [sure enough] his leg slipped and went through the ceiling, breaking a large portion of the sheetrock and making a real mess right at the entrance [foyer] of the house. He tried to repair the ceiling by himself and, while doing so also broke a piece of a very expensive Chinese chest with intricate inlays. Eventually, Sears decided to hand this issue over to its insurance company so proper and professional repairs could be done.

Today (11/22/2013), there is a technician in my mother-in-law's house who informed me that one of the A/C's furnace has rust corrosion on its heat exchanger and that its flue (the hot burn gases exhaust) has collapsed. He informed me that those items are not part of the A/C system and [as such] they are not covered under the service agreement. Now, Sears has repaired several times through decades all integral components of these two air conditioning systems in her house including to replacing one of the condensing units that broke down beyond repair. Among other licenses and degrees, I hold a valid GA State Unrestricted Air Conditioning Contractors license and I know that the heat exchanger as well as the flue are not only integral components of an A/C system but they are crucial too.

I strongly feel that Sears or this subcontractor has decided to make difficulties for my mother only because of the [recent] past incident that ended in the insurance company's hands. I know Sears was never standing for such low tactics and fully expect a remedy to this outrage. This contractor needs to understand that it cannot disregard proper business and customer service conduct and get away with it. Instead of going the extra mile for a defenseless old lady, they act stiff and show a cruel inflexibility.

So basically, I bought a new appliance, waited four days before it could be delivered, was delivered an unworking appliance and was told to wait yet another week before they could address the problem. They did inform me that if the technician can't fix it, they could order me a new one. So, with this timeline, I have to eat out for at least seven days, and quite possibly miss hosting Thanksgiving dinner. I cannot believe that an expensive appliance doesn't work at all the first day it is delivered and if it doesn't work, that Sears would not have a service technician immediately available. My biggest mistake was not buying an extended warranty; especially if this is the beginning of a extended drama. My advice, buy elsewhere.

I told the associate that is not quite fair to the consumer that I need to bring back the defective appliance, and "hope" that they didn't sell the one they have in stock before I get there. He said I could speak to a manager. So, then the manager John picked up the phone, and let me tell you he was the most arrogant, rude person when speaking with him. Apparently, I was a bother to him and he (in my personal opinion) could care less about my problem, and told me it was up to me to bring the microwave back to the store and get a new one. And yep, you guessed it, he could not guarantee that the one they had in stock would be there when I got there, but he "doubts they would sell it". Really, is the customer service that Sears has come to?

What a shame. Well it is true that word of mouth travels a lot quicker than most anything else and my experience will be spread through many social media outlets as well as letting everyone I know about this experience. Although Sears is a giant retail store and most likely won't be affected by my bad experience, I will make sure to let everyone know to be careful before you purchase something at Sears!!!

Original Review: Nov. 13, 2013

I wrote an email today to Sears Cares that outlined issues I have had over the past month in receiving services that should have come as a part of my maintenance agreement. I have given them the opportunity to refund my money in order to make right the below customer service issues I find to be unacceptable. I hope that Sears will do the right thing, and prove to me and everyone reading this that they are accountable for their actions by refunding my money. I will update this review when the issue is resolved.

Rescheduling an October 18 appointment from 8am-12pm to 2pm-3pm without confirming with me. Telling my fiance on October 18 that there is nothing that can be done about the inconvenience of the rescheduling (i.e.: at least providing an ETA) and that he should not leave the house - after he told them he needed to leave for the train station by 3pm and that time wouldn't work. The repair technician on October 18 asking where the dryer was (after having completed a repair on a washer/dryer combined unit), thereby demonstrating that he did not know what the appliance was that he was repairing. The repair technician installing a new hose improperly on October 18, rendering my washer/dryer unit, dishwasher, and sink useless. Being told at 4:50pm on November 8 that I was still on the service technician's route for a 12pm-5pm service window, and that Dispatch would call me with an ETA, then never being contacted.

Being told at approximately 6:30pm on November 8 after calling back a second time that my appointment needed to be rescheduled because I was not home, when I had in fact not left my house all day long. Rescheduling my appointment for November 11, then being told at approximately 4:05pm on November 11 (almost an hour before my service window ended) that my appointment needed to be rescheduled again because I could not be reached, when I had no missed calls, no voicemails, nor had my doorbell been rung. Being placed on hold on November 11 at approximately 4:05pm for over 3 hours and 20 minutes, after asking to speak to a manager in order to resolve my situation. Receiving an automated telephone call at approximately 7:50pm on November 11 telling me it is very important that I reschedule my appointment, thereby confirming that Sears does in fact have my correct phone number.

When they came and plugged the new one in it was very loud. I told the delivery guys I was concerned about the noise level and they said call in 24 hours if it was still loud. I called the next day and told them I was not happy with the loud frig that I wanted the Samsung that was on sale for 200 more. The girl in customer service said that would be fine. She gave a case number and told me in was too soon and to call back the next day and they would already have all the info. The next day I called, gave my case number and the girl told me I would owe 500. I explained I called the day before and it still was on sale on the internet site. She said it did not matter. I would have to pay what her computer showed. I asked for a supervisor and she said she didn't' t have one. I told her to return the frig. She said they would come pick it up Friday.

The next day I went to sears and talked to the manager. He couldn't believe the situation and told me I would hear from Sears in 6 hours. I heard nothing. I then got an email telling me they would bring the same one to replace the loud one. I called and told them I only wanted to return it. I went and bought another one at hggregg. Friday came and they didn't' t come get the loud frig. I called again and they said they thought I agreed to keep it. Later that day they called from customer service and told me they would honor the samsung sale price. I told them I would never buy anything from them. They finally came the next day and got it. I wrote a letter to corporate and they did nothing. I thought they should refund the delivery fee.

You sell a protection plan that covers broken parts, but when they break, you magically don't have the parts? What is the most frustrating about this was that they HAD the parts before I told them I had the protection plan. Yes, they were ready to charge me for the parts and ship them the next day. "And can we have your credit card number?" "What now? Credit card? No, I have a protection plan..." "Oh, let me transfer you to that department." Line goes dead.

After an exorbitant amount of time on the phone getting transferred all over the place, I decide to go to a Sears store to hopefully speak with a human about this issue. The very nice guy at the store jumped through all the same hoops I had attempted and hung up nearly as angry as I was by the end. He had a bit better luck and got an appointment for me for a repairman to come check out the machine. Guy comes on time, nice enough fellow. Looks at the machine, has no idea what it is. It was pathetic. I tell him the parts I need and he enters it into his laptop and "orders" the parts to be delivered to my door the following week.

I get a small package containing ball bearings, but that's it. I figure, well maybe the bigger parts will come tomorrow. Nope. So I call. After several more hoops, I'm told that the other parts are waiting at my local post office. The CSR has no tracking numbers, so I stupidly walk into my local post office asking if they have a package for me. Guess what? No package.

So I wait some more and call and call. Finally I'm told that the parts haven't been MADE yet. I'm given a date that they SHOULD be done, 7 weeks after my initial contact with Sears. So, I figure if they know that the parts will be done on x date (a Sunday to boot!), they should have a pretty good idea of when they will arrive? Not a chance. Where are the parts manufactured? Illinois? China? Will you be shipping them from the factory to some Sears Center, then sent to me? "Sorry sir, I don't have that information." Come on.

Overall, this is most definitely the worst customer service experience I've ever encountered. Not only will I not be buying a Craftsman tool ever again, I will not be shopping at Sears ever again. Save your money. Absolutely do NOT buy a Sears Protection Plan.

I called Sears for my replacement certificate and was told a tech had to say the washer couldn't be fixed. I said that is not what I was told before since the supervisor told me about the three visits rule. I asked for a supervisor and was told I had to talk to someone in Benefits Administration. They hung up on me instead of transferring me to that department. I had to call and go through their horrible voice recognition automated phone system again to finally get transferred to Benefits Administration. There someone gave me yet another story on how to get a replacement certificate. This time I was told one of the service visits didn't "count" towards the three because they didn't replace parts at that visit. I asked for a supervisor. I was then told I had to talk to the manager of the local service unit that had been to my home. So I called that person. He said someone would call me next week. My conclusion is that Sears makes getting a replacement certificate next to impossible.

I arrived 12 minutes late to find that the tech had already come and was gone. I called the 1800 number that was left behind. The CSR informed me they had contacted the routing post and someone would be calling to inform me if they would still be able to come or not. Over an hour passed, so I called the number again. I was informed that a message had been sent and that the tech would call me in five minutes to let me know when he would be back. Forty five minutes later, I call back to speak to a manager and I'm put on hold for 15 minutes before I hang up and call back.

Requesting once again to speak to a manager, I'm told that I can't and that they will do just as the last several people I have talked to did and contact the routing post to have the tech come back. They promised that I would be receiving a call to inform me when the tech would be coming back. It is now 5:05 and I still haven't received a call and no one has shown up. We'll see if they actually come or not. I am losing a 1/2 day of pay to wait and get this fixed. If the first or even second person I spoke to would have taken the time to get more accurate information or if the CSRs and routing post had better communication, this would not have been a problem. You would think with a company like Sears this would not be such an issue.

The next morning a new (and excellent) delivery person came to bring the missing part. He looked at the stove and called the installation dept and ordered a replacement to be delivered the next morning so I could have it hooked up. No email or call about the delivery time happened, so I again went thru several people to find that they didn't have the stove in stock and couldn't have one until a week later. At that point I ordered it from Home Depot and got a refund after talking with 8 people and having to tell each one the same story even though each time I was transferred the person assured me that the next person would already know what we had discussed!!!

The story doesn't end there. I also ordered a hood recirculating fan - but it wasn't delivered even though I had confirmed delivery on it the week prior. After being forwarded a number of times, I got an "appliance advocate" who "would solve my problem". His solution was to give me the name and number of a company Sears sub-contracted to install the hood. After several calls to them, I got the hood. After talking with 25 Sears people during this process, I will never buy from Sears again.

After a hour I called back and ask to speak to a supervisor. After waiting for over 15 minutes no one ever answered. I hung up and called back again, asking to speak to a supervisor again. After about 10 minutes the technician came back on the line and said there was no answer. After explaining again my issue he said he would contact the routing department and I should hear something within about 10 minutes. After 30 minutes still no call. Later that night I called the complaint department and was given a case #**. The person that I spoke with acted as if she did not believe that my receipt said 11/01/13. She offered to send a apology letter. I said a letter is no good without a fix to the problem.

On 11/03/13 we received a automated call reminding us of the appointment at 11/04/13 between 8 AM 12PM. At 12:30 no one had called or shown up. I called the complaint department again. They in turn called the routing department which said the technician was running behind and we were next on the list. The technician showed up at 14:30.

I argued this with the men; they called "home office" and said this was confirmed. They left the washer in my hall and took off. I called customer service and was told neither was true. They said they couldn't get anyone back to me until 10/28 so I had a washer in the middle of my hall for the weekend and took Monday off from work. On Monday, one man showed up. He took a quick look and said he couldn't haul or install because there was a dryer on my old washer and he wasn't allowed to touch it. He was rude, he didn't seem in any way prepared to install anything, and he didn't give me a chance to call customer service. He left.

I called a plumber and paid $350 to hook up the machine which was so loud it is unusable and practically danced across the room and the spin cycle was broken, stopping at 6 minutes indefinitely and could only be forced to shut off with the CANCEL button. Honestly, it would be hilarious if it weren't so frustrating. I called customer service on 10/30 to ask for a return. I spoke with 3 people, none of whom knew whether the team would UNHOOK the faulty washer in order to haul. Obviously this is crazy, as I should not have to pay another $350 to have a faulty machine unhooked for removal. Even more disturbing is that this isn't a no brainier and an easy answer for a Sears rep. Sears sells appliances, and a lot of them. Why didn't anyone know?

Also, they promised me a morning slot for pick up, but when they called the night prior with the window, it was 1:15-3:15. When I called to ask for it to be changed I was on hold for 40 minutes then told they couldn't reach the warehouse but had put in a request and to call in the morning to confirm. When I called at 8:30 in the morning they said this was impossible as once time slots are set they cannot be changed. So I took a 2nd day off of work. The team came in the last 5 minutes of the pick-up window, but at least they showed up and took the washing machine away. Now I am waiting for a refund. This process cost me: 1- One Saturday with my family, 2 - Two workdays, 3- $350 in wasted installation and I still don't have a washer.

I called Sears at 3:00 on the second day of my scheduled appointment. The lady on the phone took my husband's cell number and said the technician would call him within an hour to try and schedule a time to come for the repair. If the technician did not call within an hour, I was to call back. An hour later, I called back because of no call from the technician. The lady I had called previously typed in my husband's cell number incorrectly. It is now two weeks from my original call and my dryer is still broken. The soonest they could come to make the repair is a week-and-a-half away. Ridiculous!

I live in a rural area, so I can't just run to a laundromat. The nearest one is over 30 minutes away. I called and canceled the appointment and requested a full refund for the service warranty. Needless to say, I called an appliance shop 30 minutes from my home and scheduled an appointment for the dryer. I explained my story and they are going to repair my dryer. Tomorrow! Now that is customer service! Sears should take lessons from them. They will be my new destination for any further appliance purchases I have. My new mission will be to tell all my family, friends, and anyone else that will listen, to never, never purchase an appliance from Sears.

Today was the day of the appointment, no technician showed up, no call to cancel, nothing! This is the absolute WORST customer experience ever! I was placated with canned responses of thanks and empathy but NO ONE took any action to resolve a completely unacceptable situation. I called Customer Solutions for help since no technician came today. I got an apathetic response about how I had to wait until tomorrow since the service center was now closed. I asked for escalation to someone who could actually resolve a problem. She said there was no one else that could help. Apparently, Sears call centers are just canned response centers to take your call, tell you thank you for choosing them and how sorry they are but there is nothing that can be done.

To say the least, I am appalled by Sears service. I will never purchase a product from Sears again? We have had to have multiple services from them and this type of behavior is not the exception. It has happened almost every time we have to have Sears service people here. Please learn from my experience and I hope that others do not suffer the same fate I have.

The names I have don't work there anymore. They are going to call me back. They did send a guy out in September to take a look. This guy said the whole thing needs to be replaced but I should go get my own estimates. Did that, then the other manager said I can't do that. Called them again on 10/18/13. They told me they will get back to me in 24 hours. Today is the 10/22/13 and nothing yet. After using Sears for so long for window, door, appliances repair. I would not use or recommend them to anyone. I am not going to stop until these people replace my gutter.

It has now been two months, and I waited all day again last Saturday for my appointment, and no one showed up. I got a robo-call at noon saying they were running late. When no one shows up, there is no follow-up, no apology, no effort to prioritize cancelled or delayed service orders. I've heard that if you buy a protection plan, Sears puts you last on the list because they already have your money. I have now tried for two months to obtain service on my Sears protection plan, with still no repair. Isn't this a form of fraud? Where can I turn for help?

Fast forward to Sept 2013. Temp alarm is sounding due to it being 52 degrees inside. Called & service person came out that same day. One problem though... He doesn't have the part to repair understandably. Part ordered but Sears can not get anyone out to install the defrost control board until 10/10/2013! I filed a food loss claim with the Warranty Dept for $235.00 and they honored that. Part was installed on 10/10/2013 and on 10/15/2013, I shopped & replaced the food. Wanted to give the fridge a couple days before I did that, Well... the temp alarm is sounding AGAIN! It is 56 degrees in this beautiful stainless steel hunk of junk. Another service repair appt - this time for 10/30/2013.

I just packed up all my food and took it to my neighbor's home. I'm getting irritated. If you have purchased an extended warranty, you can only make 1 food loss claim per year up to $250.00. Period. The repair people have been great but the amount of time it takes to get one to your home is unacceptable. I understand a couple of days, but weeks? Sears - you took my cash real quick but you do NOT service what you sell with any sense of urgency. Consider Best Buy or Nebraska Furniture Mart first. The extended warranties they sell are better & they address issues FAST. I will be speaking with the Warranty Department tomorrow to discuss options. I need a fridge NOW, not in a week or two. Been there, already done that with them.

I urge readers to purchase elsewhere. Appliances today are $$$ and NOT the quality yesteryear's were. My GE side by side was still working the day this new crap came in. Sorry I "upgraded". Sorry I did it with Sears. And to those of you that have purchased Extended Warranties, find out just what exactly it covers. I never received one piece of paper, just the proof of purchase receipt. Kind of scary now that I think about that. I never knew about the food replacement clause had the repair person NOT have told me. And I spoke multiple times with service reps prior. None of them disclosed it to me. So ignorance IS bliss. And it saves $$. The question has to be for whom?

Yesterday, the manager in the store told my wife it was warranty's problem. Then he made the mistake of calling last night and I spoke with him. I explained to him the same things I did to warranty. He tried to interrupt, then he hung up in mid-sentence. I have now filed two customer service complaints and have given Sears 1 week to refund the money or I will file suit. I am an attorney and this is what I do to companies that will not honor their warranties and who deceive customers.

Called Whirlpool - they say they don't manufacture Kenmore but give us a # to call for Kenmore distribution of Chinese manufactured products. Called that #. They only handle recalls. Called the store where we purchased it, not service department but sales. And the story goes on and on. We still are looking at 6 days to repair a refrigerator. Possibly because they closed one of the service locations last year - cut backs. I will never buy Sears products again based on this experience. Eight hours of cleaning floors, talking to various and sundry customer service reps, trying to find neighbors who will share freezer space.

Oh, yeah, Sears will reimburse up to $250/year on lost food since we bought their warranty. We had over $250 of food this time. And who the h**l is paying for the cleanup and inconvenience. Sears Customer Service tries to help, but the entire Sears Business Model is at fault. They don't seem to know who or where their products were manufactured or who or what quality assurance is included in the process. They just leave Customer Service Reps hanging there trying to repair a faulty product with a handful of repair people, and they're clueless about their product. Their managers, or lack thereof, couldn't care less. They sure don't make their names available for comment. I will, however, continue to search until I find someone in Sears Corporate Management that can at least talk to a customer.

I immediately call them back and talk to Tony. I basically told him that I either wanted my money back or for them to schedule their visit with a 2-hour and not the all day window. I was pretty pissed, mainly that they had waited all day to let me know they would not be here. And, by robocall. No one had the common courtesy to pick up the phone and call me. Tony was sorry and said he understood. Probably because he gets to handle lots of these calls. And Sears wonders why their customer base and loyalty is waning.

The problems were the F1 error code, the machine going completely haywire, cutting on and off on its own, not able to start a cycle. etc. I lived with this problem for years because I simply could not afford to go out and buy another machine. Nor could I afford to spend the hundreds of dollars it would cost to replace the circuit board. January of 2013 I find out, on account of my own investigations, that there is a recall on the machine... the circuit board. I call the number that I found and request someone to come replace the circuit board. At first, they tried to tell me that my washer would not be covered by the recall and I would have to pay for the repair myself. 2 hours and 3 different people later, and they finally agreed to come fix my machine. They sent the replacement part to my house at which point I called to make the appointment. The serviceman came and fixed the problem in about 15 minutes.

After the repair, I was still having problems with the machine. AND I had a new problem. The machine kept throwing off balance. AND I was still having the problem of all of the buttons going haywire, flashing on and off, randomly cycling through all of the modifiers. But the F1 error code was gone. At this point, I was not able to wash a load of clothes without the uL (unlevel) code coming up. Even when the machine was completely empty, it still shows this code. So I called Sears back and informed the operator that the problem was not resolved. They ended up sending the repair man back out. He came up with a list of things that it COULD be and told me that was all he could do, but that none of said repairs would fix the computer issue. I call AGAIN. I am told that if someone comes to look at it again, then I will be charged for the service call and any repairs that need to be made.

At this point, I am just beyond frustration. I end up getting off the phone completely irritated and feeling like I am getting the runaround. I call back yet again and ask them why I am being held responsible for this issue that was obviously a manufacturer's defect. The machine has given me nothing but problems since I first purchased it. And it is obviously a very common problem. I end up getting nowhere with the phone calls and service calls. The only thing I was told is how much $$ I would have to spend. I end up just suffering along with my off balance washing machine - wringing my clothes out as best as I can by hand.

Eventually, about a month ago, I had another repairman from my aforementioned local repair company come to take a look. And this guy tells me that there is nothing wrong with the mechanics of the machine. The problem has to be with the computer board in the machine. He then tells me that, to his knowledge, there have been many other people with the same complaint about how after the computer board being changed, the machine is unable to balance. He explains to me that the reason is because the computer is sending too much power to the spin motor and it is causing it to go off balance. Or something along those lines.

So today, I decided to call Sears again. And wouldn't you know that the lady that I first spoke with told me that she had just gotten off the phone with another customer claiming the exact same issue. I end up getting transferred from person to person. Nobody was able to help me except to offer me a protection plan. I am quite honestly, at this point, not interested in giving one more dime to Sears. Why should I have to pay for this problem that should have been correctly fixed the first time? Every person I have spoken to has given me the runaround. I even had one particular lady, Alicia (customer solutions Supervisor) tell me that there was nobody else for me to speak to and my complaint would be escalated no further. I was never rude to anyone. I was certainly not rude to her but she was downright nasty to me.

I am truly shocked at the lack of care that Sears has for its products and the people who purchase them. At this point, I have been told by numerous Sears and Kenmore associates that there is nothing more they can do for me, so I will make my complaints on every single board and review site that I can find. And my business, for one, is most definitely directed elsewhere.

While Rusty was searching for the new-washer, he continued to antagonize me, while I had my son with me, I continue to tell Rusty to stop talking or trying to explain and to please just do his job, and either way at this point, by the service I have received, I would be writing a few letters to the corporate office. At that time he immediately said he was fed-up and doesn't deserve to be treated in such a way, and refunded the money for the washer and dryer, which is what we wanted in the first place, if we could not get a matching set.

I am so mortified at the behavior of the store manager 'Rusty' that I will most surely, never, shop at another Sears again. The treatments I received at shopping at a Sears outlet, was the same as if I purchased these items off of Craigslist, which is what I was trying to avoid. Not only did the washer not work, but during the repair, the repair-man pointed out the filter was FILLED with dirt, hair, and what looked like, kitty litter. Seeing that after being promised everything was tested, cleaned, and sanitized. My interpretation of sanitized does not include a filter full of someone else's hair, dirt, and kitty-litter. Now to make things worse, even though we have received a refund, we have to wait 3-5 days for the refund to hit our account, which is another 3-5 days, a family of 5, has to go without a washer/dryer. Mind you, this has started over a week ago.

All that I have gone through and experienced is exactly what I wanted to avoid by shopping at Sears Outlet. I will be forwarding this correspondence, as well as another, fully documented report, to all major executives, customer service centers, area outlet stores, local community forums and media. I cannot believe the treatment and disrespect I received, as a paying customer at Sears Outlet.

I, however, had a picture of the model number, which could be read except for one letter which was slightly unclear. I called Frigidaire to verify the model number. I gave this to the technician. I was told by Sears that they needed the model number to order parts BUT they weren't ordering parts. I have purchased numerous protection agreements in the past, and as long as Sears came out on the better end they had no trouble taking my money, including a fridge that didn't even have a model number sticker.

The one time when they would have to pay about $150 for me to replace (after collecting my $275), they found a reason to deny. Service reps were unhelpful and insisted tech had to be able to read model number. I offered to send my picture, but that wasn't acceptable. Oh well, ordered from Lowes the next day and got delivery in 24 hours ON TIME. And no delivery charge. Last Sears will ever see of me and I have a lot of rental properties...

No refund has appeared on my credit card as of 10/7/2013, which Sears told me would be issued in 7-10 days. I have spent hours trying to get this refund. Sears has sent me many nonsensical emails asking for information which does not apply to my case or asks the same question over and over. I am totally disgusted with Sears and their customer service. I have filed a dispute case with my credit card and hope to get a refund this way. PLEASE do not buy Sears products! THEY DON'T CARE ABOUT THEIR CUSTOMERS!

Today again while I call, she was very rude asking me DO YOU WANT TO VERIFY? When I said "why I've been told about this order that my card declined charges when they already approved both amounts?" Answer was "I don't know. Are you going to verify or not?" I don't understand why and what is the purpose of our call. I asked "Don't you have any note what other person told me when I called?" She said NO. I don't understand why there is no connection between Sears Sales & verification department? If one been placed credit card was charged, why they just say charges were decline and verification department treating customers like they are thieves or robbers, not customer giving them business?

We called several times that morning and were told that a repair person would contact us to schedule the replacement by 2pm. At 2 pm, we called and were told that it would take 24-48 hours more to schedule the replacement. To add insult to all this, I had outpatient surgery yesterday and am recovering from pneumonia. When we called Sears again to say this was unacceptable, they said we could go to the store and pick up the water heater ourselves and find our own plumber to install it. This said after we had already paid them almost 400.00 to cover the installation. So now 48 hours later, we have been without water. Sears has been paid for the installation of a new water heater to replace their defective one but we have no installation scheduled. We have bought appliances from Sears for over 30 years but will never buy another one from them.

I called customer service and that is when all the fun began. After at least five separate customer service reps and an hour on the phone, the end result was immense dissatisfaction. Two reps refused to connect me to a manager when asked and another who did, connected me to the wrong department. That manager, who promised to connect me to the home delivery manager, instead transferred me to another customer service representative. I was told by two reps that the one page quick guide fold out was my owner's manual, and when I told one of them that I found it online on the GE site, said that I should just print it off from there. One of them offered to mail it to me in 7-10 business days, while another tried to tell me that online orders don't come with owner's manuals and you have to order/pay for it separately. Needless to say, we will NEVER order from Sears again, and I"m so sorry that I bought our refrigerator from them with a two-year warranty. I can only imagine the runaround we'll get should something go wrong,

At an early point in this nightmare, we paid of the total bill. By the way, the initial estimate was 100 square feet over on the take-off, so we asked cust serv about the verified 100 SF overcharge, and they said that they would be sure to take it off when they do the second half of the charge at the completion of the job. Then we found out that they had already charged us for the whole amount (including the overcharge). To top it off, he left goop on many of our baseboards.

Washing machine repair: The first guy said that he repaired the main problem. He didn't. He said that the washer would work just fine until he returned. It didn't. There were other parts that needed to be ordered for a tune up and it would be about 2 weeks before they arrive. They sent a different guy to do the tune up and said that he needed to order additional parts for the initial problem that was supposedly fixed the first time. We got the parts about a week later, but cust serv said that nobody could return for about 2 more weeks. Then they made the repairs and it still doesn't work right. It makes a funny new noise when washing & spinning. He said "that's normal" and wouldn't try to fix it.

Now our dryer is acting up and we are DREADING having to call them back, but we are stuck with them due to our warranty constraints. I think that the customer service dept. bears the brunt of the blame and their dispatch practices are atrocious! I recommend NEVER to hire Sears home service for anything!!!

If you do decide to use Sears, NEVER buy on the first visit! The salesperson is under high pressure to make the sale because they are 100% commission paid (10% of sale) and the loss of a sale hurts their sales percentage greatly because they grade you ALL the time. They make on average 3 sales calls a day and will fire you pretty quickly if you start losing sales. Think about it, is the salesperson there for your best interest or theirs?

Sears also has what they call "recovery". When you don't buy on the first visit Sears wait about 3 - 4 days and then they call you back asking if a different salesperson can visit you again to offer you a significant discount without saying what the discount is. The salesperson has an additional 20% to play with on this visit and gets 5% of the sale if you buy. The original salesperson does not have this 20% in his pocket to use unless they start giving up some of their 10% commission. This is why they try to get the highest price possible.

Sears promotes that they use "authorized installers" to do the work for you. Sears does not have their own home improvement staff, they sub-contract everything out to YOUR local contractors. This means that you are immediately paying double by going with Sears and getting someone else you don't even expect. If you do go with Sears, have fun trying to get service if something goes wrong. They play "pass the phone" and make you wait days to get your issue fixed.

Why would two different parts cost exactly the same? If I could have had the same parts and labor for $239.00, how much am I being overcharged? Has he been stealing from the customer for Sears for 38 years? As to my washing machine.. he just shook his head in a no manner.. Said it can't be fixed and should be replaced, without even looking at the machine. Between my stove and washer and dryer I spent over $2500.00 at Sears. Am I supposed to replace the washer and dryer (the best they had at the time) for another $2300.00? The part he ordered for my range is listed as a clock/timer? Guaranteed for 90 days. After 90 days am I supposed to buy a new range for another $2500.00?

I am not used to this kind of incompetence from a service company. He is going to fix my stove/confection oven on 10/04/2103. I am wondering how much more he is going to charge me for the next circuit board.

On that date, a technician arrived. No deck. He called his manager. The manager said the deck would be shipped by truck and if it wasn't there in three days, he would personally call me and bring the deck himself. No call from manager and no delivery of deck. It is now three days post that date. Three more calls to Sears and no deck or call.

Their record indicated I had two dryers with two different purchase dates. I tried to explain that I only had one dryer, but that would not convince them. They had apparently entered a phony purchase date to ensure coverage by their protection plan, so I decided that what the heck. If they like a later purchase date, that's fine with me. Sears Service is about on par with the performance of the U.S. Congress. I know that if my on-the-job performance was at this level, I'd be looking for another job. Sears is a great place to buy appliances, but when it comes to service, they are in the muck.

Oh, I got the $70 in points for each dishwasher, but I can't redeem them on the 2 dishwashers... unless I want to do as they suggested and return the dishwashers, have the sale credited, and repurchase the dishwashers!!! I can only use the money to buy more things... When you go to Shop Your Rewards you will find many items you can't use the points, but if you can, the price on the item is higher than at any other store. OUTCOME: DO NOT PURCHASE ANYTHING FROM SEARS!!!

My last few years of dealing with them have been a disaster. They replaced my clothes dryer after months of sending me defective parts and one technician after another showing up and criticizing the former technician for not knowing how to fix my dryer. Then the new clothes dryer's motor almost caused a fire after one month. They wouldn't replace this defective dryer but instead replaced the motor. Now I don't have a washing machine and wasted enough money on their worthless service contract to buy a few new machines. They have lost a loyal customer. I will no longer buy from them or their Kenmore brand which have lost their dependability.

It is today September 17th, 4 months from the original order and we have not been credited back the $181.51 from the second purchase, despite it being returned on August 28th (3 weeks ago). We keep being told that we should receive the returned money soon, but it has yet to happen. We have been offered no compensation, virtually no apologies, and have only received attention from customer service when using Twitter to complain about this series of purchases.

Against my better judgment, this weekend I ordered a tool box from Sears for in store pickup from our local store. I paid using PayPal. I received an email saying that it was out of stock, but that my money was being returned to me and that it would return to my account in "moments." I reordered the tool box from a second location and picked it up. Yesterday I realized that my account had not been credited back for the tool box that I never received. I called to get a refund and was passed around. Today I was told that they are "processing" the cancellation and that the money might be returned in 3-5 business days and I should just give it time. The customer services department workers at Sears are all tied by policies that do not allow them to meaningfully handle complaints. All they do is offer condescending platitudes and apologize for "confusion" and "inconveniences." They are now withholding over $300 owed in returns. This is beyond ridiculous.

After calling back and speaking with the sup he was able to get me to someone that would honor the original price I paid. That agent ended up charging me again for the mattress, box spring, and also the second box spring. I called back and spoke with another agent who informed me that she would credit my banking account. Also the agent informed me that I would receive a call letting me know when the appointment would be set to best suit my time.

I get an automated call on Friday night that the beds would be delivered Saturday morning. I did not agree to this time because I have to work. I called out of work and the delivery men showed up with just the box springs and no mattress. The delivery man called the warehouse who informed me that a separate appointment had been made to deliver the mattress on Tuesday. I am off on Sunday's and Monday's not Tuesdays. I called customer service and was very upset; I told the agent from the start that I was very upset. When I was trying to explain the situation, I interrupted repeatedly and then was told, "You don't talk to me that way!" I was upset which should be understandable, especially since I was being charged twice for something I hadn't received.

I requested to speak with her supervisor and she told me I would have to have a good reason to speak to her and she needed to know. I told her I had a problem with her talking to me the way she was and she basically tells me off. I finally had to tell her I wanted to speak to a sup because she was being a ** (which I really didn't want to do but it was the only way to get a sup). She places me on hold for 30-45 min. The delivery men stated that she was being very spiteful and apologized for her behavior. The delivery men were very nice and was also trying to work with me and their agents. I told him I wanted everything together because they would also have to haul my old bed away. He informed the agent he was speaking with and they made another appointment for Monday to deliver the mattress and box springs.

This morning at 8:00 am, the next delivery men came to my door with the mattress only. I called once again and was told they could only deliver my mattress and not the box springs. I went ahead and had them haul my mattress away and left the box springs here. They refused to send someone out today on my day off and told me they would make an appointment for tomorrow. I have to work and it was still early in the morning. They have stated they would place a window for tomorrow from 4:00 to 6:00 but I am not home until 4:40 to 5:00. I have been given a discount but was promised 3 different $60 gift cards that I have yet to receive and the money is still not back into my account. I have had to miss work and spent numerous hours on the phone with numerous rude customer service agents. I am not satisfied with the way my order has been dealt with. The whole ordeal has left me feeling that Sears is not a professional company.

Compensation must be in the form of a check as I have already purchased replacement units. I have any and all necessary documentation to prove my original purchase of 8/10/04 & 08/28/04 and the fact of the recall, including 2 original sales receipts and the recall card received in the mail on 07/05/13. I have dealt with the recall department and with Sears Store Management over many weeks with absolutely no response (even when promised) and obviously, no resolution as follows:

07/09/13 Mav of Recall Dept promised escalation and a call back - NO RESPONSE EVER RECEIVED. 07/16/13 - Brian of Recall Dept promised a supervisor call back - NO RESPONSE EVER RECEIVED. 07/24/13 - Bob, Recall Supervisor opened case # ** and promised to escalate and that the "Executive Team" would call back - NO RESPONSE EVER RECEIVED. 07/30/13 - Ian of Recall Dept promised a supervisor call back in 10 minutes - NO RESPONSE EVER RECEIVED.

08/01/13 - Bob, Recall Supervisor promised to resend electronic communication to Executive Team and a call back within a few days - NO RESPONSE EVER RECEIVED. 08/01/13 - Visited Sears, Hicksville, NY Store and spoke to Brand Central Lead, who tried, unsuccessfully to get a response out of the recall department. Dan also stated that there was nothing he or his department could do for me and referred me to a general customer solutions toll free number. 08/16/13 - Valerie of Recall Executive Services promised a response, if I FAX proof of purchase (which I promptly did) - NO RESPONSE EVER RECEIVED. 08/19/26 - FAX follow up to Valerie, Executive Services - NO RESPONSE EVER RECEIVED. 8/26/13 - FAX follow up to Valerie, Executive Services - NO RESPONSE EVER RECEIVED.

Over the next several days, I received 10-15 messages about "how important it was that I call to reschedule". I eventually did call & rescheduled for a 1-5 appt. When no one showed by 4, I called and was told that someone would arrive by 6:30. This has been a pattern with Sears for previous appts. They don't seem to care whether the repair person shows up on time or at all and how much that Inconveniences a customer. I will never buy another appliance from Sears. They undercut prices of local dealers to get the sale and promise excellent service and repair services. The planning and management of that system is one of the worst there is. Buy your appliances from a local company.

Two days later I was again trying to reach someone at Sears who could explain why there was no building permit issued. This time I was on the phone over two hours. Now the records of the furnace installation had magically disappeared. I was looking at my copy of the installation papers while Sears told me they didn't install the furnace. I am probably going to have to take legal action to get this resolved, which I cannot afford. Sears says on the top of their paperwork that they will obtain any necessary permits. Don't believe it. Ask your installer to show you the building or mechanical permit so you won't run into problems later.

The way that place is run is a circus or zoo. It's unprofessional, disgusting and pathetic. Also the managers don't care at ALL about customer service and if you are trying to give a discount to a customer you get in trouble, or if you attempt to give good customer service, the managers do nothing to get on the phones or help, and are even worse than the associates. I was bullied terribly there on two occasions causing me trauma, and I was also physically hurt by managers in the past and one manager kept coming and rubbing himself up against my chair in a disturbing sick way - he was a short weirdo who was doing it as some kind of power trip. Also they give opportunities to losers and degenerates. That's why the place is run like a circus and there are losers on power trips there.

I was bullied by two managers and treated like a criminal for NO reason... when I was a GOOD associate.. .I did my job and worked hard and instead of being praised, I got harassed and mistreated so badly I was too scared to come to work. Loud, obnoxious low lifes who work there are rewarded and the same managers that bullied and harassed me from what I heard SLEEP with all the women there and once I saw a manager pull aside an associate just to talk to him about women. It's an UNETHICAL horrible place...

The minute I complained about the mistreatment, I was due to being fired... though my manager, Chris, did not even tell me I was on a warning though I asked him many times. So in turn, my managers sort of sabotaged my job... It was terrible. I was fired AFTER being bullied, harassed and traumatized horribly... It was a HOSTILE work environment and they pick on NICE people there and reward all the ghetto jerks, unethical and low class losers and jerks that work there. So in essence, if you are TOO GOOD to be there...it's a good idea to RUN FAST or you will be bullied and mistreated by all the pathetic and inferior low class people that work there.

I was a good associate who got physically hurt by a manager, sexually harassed, then bullied, demeaned, talked down to horribly by two psychopathic male lunatic managers on power trips who treated me like crap, too scared to come back to work, not told I was on a warning when it's their job to tell me, then fired after I complained about it. This is a TERRIBLE place... Beware...Winter Park call center Sears... This place likes to terrorize and bully good decent female employees and there are others who have been screwed over too by this place. What bothers me is that they couldn't just ethically fire me... I would have had no problem with that...but these jerks had to bully, mistreat, traumatize me before firing me unethically anyway... Really bad experience... Not a good place...

The next available repair appointment is in another month, when I will be out of the country. When I call, I spend hours on the phone with very nice, courteous people who are completely unable to help resolve this issue. I have been disconnected twice today and have had to start again from the beginning. I am being reasonable and courteous. So are they. However, no one is able to schedule another repair appointment within a month, even though I know the technician will be at my neighbor's next week for her fridge.There is no point in having this Protection Agreement. They have not been able to resolve this issue for over 2 months. That's a long time. This is a refrigerator. It is not safe or healthy to live without a working fridge. I will buy a new one tomorrow, at my own expense. So why did I spend over $500 on a Protection Agreement?

Today about 2:30 to 2:45 PM, I called to confirm that they were still coming today and they said “Yes”. At 5:40 PM I called to check. As is your procedure, each time you call and each time you talk to someone you must give them all your data, over and over again. I talked to customer service (?) representative no. 1 and told her the above history and wanted to know when he was coming. With each person I have explained that I had a hearing loss and asked them to work with me on that. After a while it became more and more difficult to hear, especially with their accent. I explain that I think their accent is lovely, but with my hearing loss it is very difficult to hear. I asked to speak to someone who did not have an accent. I was not trying to be ugly; it is just harder to hear and understand. I was put on hold while they tried to get someone.

I told this same story to customer service (?) rep. no. 2, customer service (?) rep. no. 3, customer service (?) rep. no. 4. No. 4 was the only fluent English-speaking rep, and she promised me she would be able to help me and that she would come back to the phone. She did not. I waited 60 minutes and then the call was dropped. I called back. The same thing repeated to Customer Service (?) Rep. No. 5, customer service (?) rep. no. 6. I waited 60 minutes and then the call was dropped.

Your customer service (?) rep. did not even have the decency or courtesy to call and tell me that no repairman would be here this day. Total time now: 2 hours!!!! Then after about four minutes, I received a call from Sears and was told to call them. I did, the same story, told to: customer service (?) rep. no. 7 (again difficult to understand). She told me that there would be no available repairman today - Friday, September 6. No available repairman Saturday, September 7, no available repairman Sunday, September 8, no available repairman Monday, September 9. And that Tuesday, September 10, from 1 – 5 PM would be the earliest anyone could come.

I work 60-70 hours each week with 10-12 additional commuting hours. Next week is an extremely busy week for me, and there is no way I can take off. So, I will have to get someone to be here to receive this repairman. That is just great. I told them that that was preposterous; that there had to be emergency people available. So... I have an appointment scheduled on Tuesday, September 10. The time for customer service (?) rep. no. 7 was 38 minutes.

So, the total time on the phone was 2 hours and 38 minutes. No working washer, items in the family room, took off work. Keep in mind, my original request was August 20. Now, my questions to you are: Do you call this Customer Service? Why do you have telephone representatives that are difficult to understand? What are you going to do about this situation? I hope that since this episode has been so disgusting, that you will not respond with some meaningless form letter or email. I have been a homemaker for 49 years and have had mainly Kenmore appliances. Your level of customer service (?) is absolutely horrible. It is apparent that you do not care. And you wonder why your company does not make more money than it does.

When referred "up the chain of command', a manager in the Tuscon, AZ "Successful Outcome" department offered to sell the items to us at a 20 percent discount... when they become available... at the current regular price...not the currently advertised sales price. The manager also offered to order the items that were currently available at a discount. When she began the process, she offered to order the range... the exact same range that allegedly was out of stock...was showing as available on her computer just as it appeared on my computer. The manager admitted she could not provide a "successful outcome"... her very reason for being...since Sears was providing the apparently incorrect information. This account does not include the contents of a jammed file folder of e-mail communications in which Sears reps provided misinformation or failed to respond to direct requests or questions.

It is unclear if my experience is an example of the classic "bait and switch" practice employed by unscrupulous merchants or a scenario of unprecedented ineptitude and inefficiency. For now.... my credit card company is confused, we have no Super Labor Day Sale Kenmore appliances on a truck, and we have wasted about 25 hours of our lives as well as a black ink cartridge and half a ream of paper to document this fiasco. I may need to engage an accountant to decipher my upcoming credit card statement as well as a hypnotist to remove this experience from my cerebral memory.

Then I start tweeting and Facebooking and blogging about how bad Sears is. I get contacted by parts manufacturer (Whirlpool) who finds and ships me part that Sears claims they can't get in a timely matter. At the same time Sears freaks that I am putting this on social media and we are contacted by executive offices who tells us how they will hold our hand and get this done - yadda, yadda, yadda. So let me tell you how helpful they aren't.

In the past week I have been told by Sears twice, as in two different days, that I had a repair appointment. One was blown off and the excuse was "we don't know why that appointment was even made". Yesterday's appointment which was made by executive office was cancelled by customer service after I had waited yet another four hours on my second day of Sears appointment waiting this week. Customer service said they cancelled appointment because we didn't have the parts.

We have the freaking parts. We need the repair done, we tell them. And even though we have this specific case number assigned they want us to explain it all AGAIN! So I go back to social media to discover that Sears has blocked me from leaving feedback on their Facebook page because what I left was negative. Basically I can look at their page and like things, but I can't message them or leave feedback. So now I am coming here. I have a brand new oven that has been pending a repair for OVER a month.

I still hadn't received a call by Monday afternoon, so called back; I spent OVER AN HOUR on the phone with 7 different customer service people (with two hang-ups and multiple transfers, after I asked for a supervisor several times), trying to either troubleshoot my system issues, or trying to ensure that I was scheduled for an earlier appointment. I STILL didn't resolve my issue. Then, I received a call on Tuesday from a representative who told me that a TECHNICIAN WAS AT MY HOUSE, AND TO PLEASE LET HIM IN (there was NO communication before this to advise me that anyone was coming). Ultimately, I will NOT be renewing my contract with Sears, as their customer service is the most atrocious I have EVER encountered. ABSOLUTELY HORRENDOUS is an understatement.

I called Sears Protection Agreement department. They put me on hold for more than 30 minutes. His name was CJ. He told me he will try to schedule an appointment with the so-called Service Providers. After 30 min. hold, he came back to the line telling me I need to call to schedule the appointment. I called another rep at Sears and was connected to a supervisor around 12:30 pm. She got my number. It is 3:23 pm, still haven't heard from her. I called again around 1:45. They put me on hold for another 15 min. I got annoyed and hung up. I am on hold as of now for about 22 min. for a "supervisor" and it is 3:26 pm and yet nothing has been resolved.

Sears officially sucks. I will take legal actions against Sears because I need to be compensated for all the food that has gone bad in my refrigerator, all the time I have wasted on the phone, the fact that I missed work and all the other reasons they have caused me to go through the stress right now.

One week later, the same 2 contracted repairmen returned and installed the control board. The fridge still was not cooling. They ordered a new fan and scheduled another appointment with us for a week later. One week later, the same 2 contracted repairmen returned and installed the new fan. The fridge still was not cooling. SO FINALLY they investigated further and found leaking oil and coolant behind the back panel. When I expressed frustration that they were now going to order more parts and have to return a FOURTH TIME, the repairmen got angry and explained how it was not their fault. (How was it not their fault for not opening the back panel from the outset to fully investigate the problem???)

When I called Sears again, first I was told that it was impossible to offer any compensation because their records showed that only 1 repair call had been made. So I put them on the phone with the angry repairman, who was still in my home. He told Sears that he had been there 3 times. Then Sears told me that I could have a $50 gift card to compensate me for my trouble and the 3 days I had to miss work to meet the repairmen ("We'll be there sometime between 8 AM and 5 PM"). I am buying a new fridge from another manufacturer. I canceled my "Master Protection Agreement." I will never again buy a Sears or Kenmore product. Ever.

The new replacement was 1200.00 less than my original purchase and Sears will not refund cost difference. I need a particular size and width for my kitchen space. Went with Whirlpool as my repairman advised. Shame on Sears, I will never step foot in their store again & I lost at least 40 hours of my time at store, service calls, and e-mails. (Sadly I did not see the previous complaints on-line before I went to Sears.)

Wrote letter to CEO with my concerns and I was surprise to have very nasty lady from the executive branch call to explain Sears does not repair products under warranty from other manufacturer, and I must take it to the manufacturer repair center. Very poor communication from the executive branch! Question is ... 1) Why Sears repair center sat for over 3 weeks and did not call until I made a status call?; 2) Why Sears took lawn mower for repair if they are unable to repair products under warranty from the manufacturer? I am dumping Sears as my repair center. Watch... another division of Sears will close soon!

Now, I know why. I hear and can see that they do not hire enough techs to cover the areas and they just keep taking on new customers. They promise them the world, but deliver very little. Who pays the price for our frustration, the appointment setters and the techs, while the higher ups just keep cutting corners and lining their own pockets. So after over twenty years with Sears and being treated in a very shabby manner as a long term customer, I will be cancelling my service as many others I know have done and going with a local service repair person. I am guessing the Sears will not be too far from JC Penney as far as going down the path to destruction. It is all about the customer and they just don't seem to get that concept. Luckily, there are many other stores and service providers that welcome our business and are willing to hire the manpower needed to service their agreements.

I called Sears and asked why they don't just replace the machine. The call was escalated at customer service. I'm told they have some ratio before it is replaced and 2.5 weeks and $2100 in parts is apparently not at the threshold to replace. Can't make an appointment until she gets the tech's report either. She does say they will reimburse me for laundry or perhaps I could rent something until it was replaced. Oh yea, I'll run out and rent a washing machine. Another day and now, I can't get an appointment for another 6 days. So now, I am approaching 1 month without a washing machine and oh, their laundry reimbursement policy? I called today. I work about 12 hours a day and the closest laundromat is 10 miles away. That's simply not an option for me.

So I'm told today that, since I only called about it today, the policy is that they will reimburse you up to $25 per week / $100 per year. But of course, that for me is prorated to only 4 days as I only called today. I can only strongly suggest the nonsense they feed you when they sell the agreements has nothing to do with real life experience. Beyond that, after my son moves day after tomorrow (without doing laundry), I begin to gut a bath and my kitchen for renovation. I am glad this happened when it did or I might otherwise have purchased my new kitchen appliances at Sears. I won't make that mistake now. Here's hoping I finally have a washing machine again sometime in the near future.

Original Review: Aug. 19, 2013

June 15th, 2013, I brought dehumidifier to service center. I have a warranty. Told that it would be done by July 3 because their repairs are "backed up". Received call that repair would not be done until "later" because they had to order a part. Received call to pick up dehumidifier on July 23. Repair not done because "part not available". Called Sears. Instead of replacing appliance, they send technician to my house. He has to (SURPRISE!) order a part. Will return on August 21st to repair. Received robot call to call SEARS. Sat on hold for 20 minutes. Spoke with someone who could not speak English. Told that repair was scheduled. Received another Robot call to contact customer service. Sat on hold for 20 minutes. Operator heard my story and transferred my call back to the phone tree. I have to reschedule my repair but cannot be sent to the correct operator. SURPRISE, the "part is not available". The dehumidifier is only three years old. It cost $400 to begin with. I purchased a warranty. All SEARS has done is send me from one person to another. Seriously, why don't they just replace it.

I too am having problems with your warranty service. Just a quick down and dirty: my previous Sears outdoor propane grill self destructed and totally burned to become a useless pile of scrap stainless steel. I replaced it with a Weber grill from Sears in May of last year and repurchased the extended warranty. The other day the propane regulator began leaking propane so it needs to be replaced. Simple fix right? Upon contacting your extended warranty department, they had not updated my account with the new Weber grill and still showed the grill that burned itself to oblivion. Next, since they don’t have my new one listed, even though your people delivered it and assembled for me at my home, are going to SEND OUT a tech to verify the unit AND check out the part that needs to be ordered. The first date available for the tech to come to my home is in ONE MONTH AND TWO DAYS. Really? In addition, he obviously won’t have the part with him so it will most likely be ANOTHER MONTH OR TWO before my grill is repaired with a simple regulator and hose. A TOTAL OF 3 MONTHS! REALLY?

Would you consider that to be good customer service and make you want to do business with such an incompetent group of folks? I think not.

Sometimes business leaders get so busy and attend so many meetings that the daily operation gets overlooked and management becomes out of touch with its customer base and more interested in their MBA’s next catchy buzz word or out of the box paradigm. Far be it from me to tell you how to run a retail business however I will tell you that the customer, your life blood, is not happy. When your customers are frustrated enough to rate your service at the lowest available score, then you might want to consider some changes. Otherwise, your customers, your life blood, may become leukemic and we all know where that leads.

I’ve been a loyal Sears customer for over 40 years but most likely won’t be in the future unless something changes. There are way too many alternative sources that do care.

Called customer service after they could not find the order number I found it. It showed 2 bolts that were on the order but no tire. For the tire they had to transfer me to Sears.com. Was transferred after ordering the correct part (note: Owner's manual part numbers were reversed between front and rear tires and still is). Sears.com said they could not help me and transferred me back to where I started. After going through all of the info again they transferred me back to Sears.com yet again. I asked for a Supervisor no less than 5 times, was put on hold again. When the person picked up she told me she had a third party vendor on the line. I again asked for a Supervisor and she hung up and left me with their 3rd party vendor who will not take the return as it was not their fault.

Earlier I ordered the correct part and was told it would take approx a week to arrive. An hour later I received an e-mail telling me the part would not arrive for almost a month. I called Customer Service yet again and told them to cancel the order, they told me they would try..... I asked if I would get a confirmation from them and was told I would have to watch my credit card statement.

What a circus Sears has become. Customer service is poor at best and while waiting for customer service you listen to a recording about how easy ordering and how they have the easiest return policies of any company. WHAT A LIE LMAO.

The new unit was delivered and I tried to call to submit a food claim as part of my warranty that I purchased. The claim was denied because Sears replaced the unit instead of waiting two weeks for the technician. The supervisor basically said that I should have waited for the technician and got a loaner until the technician could come out. The unit was two weeks old. I called customer service and they said that they only handled online orders and my only option was to go back to the store I purchased it from. I could also call their 1800 complaint line regarding this matter.

I called the complaint line and they basically told me there was nothing I could do and I was basically out of luck. She even went as far as to say that the Sears warranty does not kick in until after the manufacturer's warranty and the manufacturer does not cover food loss. When I informed them that I did not feel this was good customer service and I would never shop at Sears again, they offered me a 10% off coupon. All the representatives I spoke with did not seem to be concerned about how I felt. They all spoke to me as if just reading from a script.

The company didn’t get the order to ship until the 7th of August then told me it would take another 5 to 7 days to ship it. I called and asked why this was and was told they were calling warehouses to find the mattress. Asked why I was not notified of delay. She put me on hold for 15 minutes, I hung up. Still don't know why and have the bed and no mattress; today is August 9th. I'm hoping no issues when I take the TV back this weekend.

Since that time, I have had more than a dozen repair appointments over the last 6 months, which have resulted in the installation of 4 fans, 3 mother boards and 2 cooling systems (at least a portion of it) to no avail. Not only have I had to live with a refrigerator/freezer that doesn't meet the minimum requirements necessary to keep groceries effectively, but also I have had to dedicate 4 hours of each day that I make an appointment to the meet window that Sears requires for such service.

At this point, I have little faith that this problem will be resolved in the foreseeable future and while I realize that the extended service agreement affords me $500 towards the purchase of a new appliance, after the fourth failed repair attempt, I am no longer willing to further invest in an appliance that only lasted me 14 months (even more so, considering the most experienced Sear repairmen are unable identify and resolve the problem after such repeated attempts).

So, I decided instead to write CEO of Sears to try to appeal to his sense of customer loyalty by asking for the replacement of a product that was obviously not manufactured well (the above is based on that letter), but the customer service rep who responded would only offer me a choice of a $100 gift card or the $500 store credit mentioned above. Seriously?!? Firstly, who would choose the $100 gift card and secondly, I'm guessing she didn't care to read my letter.

So finally while posting this, I find that per his comment bustedfridgeinMN of "Sears won't stand behind and can't fix our 'lemon' fridge!" on another complaint website has received a replacement fridge - lets see: 14 months old when problem started - check, refrigerator won't cool properly - check, bought service agreement - check, multiple attempts to fix with no success - check. So what gives?!? In the case of Sears, what gives is buyer beware. Unfortunately, it would appear that Sears looks at a situation like this as a one-time transaction as opposed to what the retail business is based upon - repeat customers. It's a shame... Best of luck with that, Sears.

Today we got that visit from a tech who told us he was going to order the SAME part he'd ordered and installed less than 2 months ago - even though this wouldn't fix the problem. When I called Sears to ask about the logic of this, they stood their ground and blamed the technician for not asking for his manager's approval to replace the fridge. Upon contacting the service dispatcher, I was put on hold so she could speak with the technician - who then claimed he never told me what he told me. More Lies! Nope. I'm done with Sears. Looks like we'll have to banish the loud fridge to the garage and just buy a new one - from somewhere else.

One winter later, in Summer 2013, after a month of experiencing cooling problems again, I happened to go to the basement to walk into a half inch of standing water which had soaked the studs! The Sears air conditioner had been leaking water and we had a bigger problem on our hands now. We spent hours of missed time from work, to get the water out and basement professionally cleaned/dried. That bill for the water cleanup alone was $900! We called Sears multiple times and applied for a claim, have not heard back from them so far!

Later, a Service rep from Sears came by and said that the real problem with the Air conditioner was the coil. When he returned the next time to fix the A/C, he walked in with a bill of $400. He said, "I will only service your A/C if you sign here to pay the bill". When I told him that this is unacceptable, he picked up the bill and left! After multiple calls to customer service, I am still here without a working A/C in summer. I decided today, to just pay once again and try to get the A/C fixed once more. When I called the scheduling dept at Sears, the person on the other end started the conversation with, "I will only schedule the appt. if you agree to pay for the service"!

So, this is how I see it. They sold us a bad product. They sold us an even poorer service. Both of them cost us over $1000 of water damage. Finally, they will once again come over to fix this bad product, with bad service, charging us once again to do so. I am only worried about what I will do next year in Summer when the A/C stops working the 4th time?!

The package that went to my son's home was never received. It was tracked to be left on a front porch he does not have in the apartment he lives in. If by chance it was stolen because he is not home for delivery, that is why I didn't want it delivered that way. After another two phone calls, it was entirely too difficult to have them deliver the wrong half of the order in the same manner as the right half, by phone, and I was not willing to do it online again. It only took another three phone calls to get my money back. It is my opinion that Sears has been behind the progress curve for a very long time. The change from catalog to internet might have been less traumatic. Success in the brick and mortar has much less history.

On May 18, I called the DE Outlet Store that had the fridge I was looking for. I spoke to a salesman who verified that the fridge was there and described the damage to it. I told him I was going to go order it online right now, I did order it. The order was accepted and went through with a delivery date of June 2nd. I called a couple of times to check on the order because it said processing and was told that Delivery had issued a ticket for delivery and everything was okay. On Thursday May 30th I called again to verify that the delivery was still set for that weekend and after being transferred, disconnected and transferred again I was told that the Store had double sold the fridge and that it was NOT coming and even though the store had received a delivery ticket daily for that fridge, they had not notified anyone and there I sat waiting for a fridge that was NOT coming.

My credit card had been charged on 5/19 for a fridge that Sears was not going to deliver and NO ONE did anything about it! I called Sears again on June 2nd to find out why there was no refund. I got Paula ** who seemed to be very interested in resolving this and one that was going to actually follow through and make sure that something was done. She said she would talk to her manager about why the refund had not gone through and why Sears held onto my money for 15 days on a fridge that was never coming...as well as ask about purchasing one from a Sears store offering a credit for what had already happened.

Paula called me back on June 4th. She processed the refund for the original fridge and while on the phone we ordered a new fridge with an expected delivery date on 7/21. She said she had to process the full amount however could issue a credit the next day. I received an email stating that the credit had been processed on 7/05. The following week, there was no credit of the $811.38 I had been promised so I called customer service again and emailed every single email address I could find after no one was taking accountability regarding this issue or the email I had stating that the credit had been issued. The following week again there was no credit and I called with nothing done...

The following week still no credit and by that time I stayed on the phone and was transferred multiple times, disconnected and had to start over until I got to what you call the case management or something like that. They told me that they processed the long awaited credit on 6/29 and gave me the authorization number. Again it took them 24 days from the day it was promised to refund! It is now July 26th and actually Sears has had money for a fridge I do not have possession of since May 19th, holding up my credit card. It may not be the same fridge but nonetheless Sears has held onto money for a fridge since then. I have been notified of 2 more delays on the fridge I have paid for but never received so today I said I have had enough and cancelled the order after another delay.

After not getting refunds in a timely manner the last 2 times in 2 months, I requested that they cancel the order and give me an authorization number of the refund and was told again like I heard so many times before that it would take 7-10 days. I no longer believe that since I have never received a refund until I remain on the phone and call multiple times spending hours going through your so called system to get to someone who will help me.

Today I spoke with Reach, Chelsey **, Alisha, then Kisha ** and ended with Manny **. I even asked Manny if he was going to follow through and track my refund to make sure it goes through and he said no it would come in 7-10 days. I asked Manny if I could speak to who he reports to and he refused and said my only option is to wait for this refund which after the past two experiences I know is not coming.

So since May you have held onto varying amounts of money ranging from 2700-3500 on my credit card, I never received these phantom fridges and it is clear that my order is cancelled, there is no merchandise to return however Sears insists on holding my money until well into August for merchandise I have NEVER received!!! I actually worked for Sears in my youth in the appliance department and I can tell you that back then there is no way Sears would do this to customers and I wonder why you think it’s okay to do it now?

I caution you, Sears is not what it used to be. You deal with call centers all over the world and they just pass you off to someone else with no one actually resolving the problem. Luckily this is my 3rd go around with them in the past 2 1/2 months so I knew to contact my credit card company to dispute the charge so they will work on it as well. Very sad that what was once a respected company is no longer.

I was contacted via email by an apologetic and very nice member of this team, Danielle, who said it was "waiting for the technician" again, and in another email and phone message, she said they were having trouble finding a source for parts and were awaiting that. She called again on July 18 to say that the technicians were not able to get parts after checking several sources, and it would be sent back to the store unrepaired, and we would be refunded any prepayment. So a day or so later I called the store to see if it was back, and was told no.

I called again on July 23, and was put on hold while someone (supposedly) checked on it, and was disconnected but no one called back. I called back in about an hour and let the phone ring for 15 minutes, and again no one ever answered it. So the next morning (7/24) I called and spoke with Angela, who was concerned and said if it wasn't on that day's truck, she would send it to the Escalation Team again. It arrived, and she called me back! I received a refund when I picked it up.

All told, it was almost 6 weeks and hours on the phone and extra trips to resolve something that was promised within 2 weeks. Unacceptable service, Sears, but you have some good apologists. And your Tucker Repair needs to answer the phone. And by the way, they have a survey request through SurveyMonkey on the receipt. I tried to use it, but it hangs up on the first question (unit # from the receipt, which is a drop down list), and flags it as not selected, so you can't go to the next page or complete the survey. Go figure.

Another more recent incident involves my mom's air conditioner. It suddenly started leaking water. When the repairman came out she was told it couldn't be repaired under the service contract because the leak was caused by rust. The service contracts states that repairs are okay when things break by normal wear and tear which is this case. The rust occurring in the air conditioner is where the condensation flows through the unit to get outside the house. If there's rust, it's negligence on the Sears behalf for the type of metal used. Sears is putting the rust clause above the normal wear and tear clause to avoid repairing the air conditioning unit.

We have made numerous calls and waited for hours getting transferred to different sections only to be put on hold or hung up on. When we did get a chance to speak with someone we were given all types of excuses as to why they wouldn't repair it but the rust is what they settled on. My parents have paid thousands of dollars into their service agreement over the past 40 years and this is the best service Sears has to offer? We're not sure if the heating part of the unit is damaged yet due to the water leakage.

When the technician came on 7/9 to install the part, he discovered that we had been sent an "N Coil" rather than the "A Coil." He said he couldn't install the "N Coil" and that in fact Sears was incapable of getting any "A Coils" for us. His sole advice to me me was to hire out an outside contractor to rebuild my Central Air Conditioner unit's housing in order to accommodate the "N Coil," at my expense. The most conservative estimate I have received is well above $800.00.

I have told numerous Sears customer service representatives on the phone that I find this unacceptable. The manufacturer's warranty covers parts on my unit for 10 years. If a part is hard to find, or no longer available, I believe it is Sears that should track down the part, or pay for the retrofitting of my unit to accommodate the "N Coil." They, while sounding sympathetic, refuse to do anything to help me. Sears supposedly "guarantees (my) satisfaction." I cannot express how deeply dissatisfied I am with Sears at this time.

Despite the fact that I have said repeatedly that I have the cards in my hand and am happy to go to their physical location to have this verified they are still unwilling to resolve this issue.. If they cannot put the money back onto the cards then email me the numbers off of a new set of cards. Claiming this isn't possible is simply their way of saying they don't care about their customers.

In my opinion they have stolen $500 from my family. This is an example of the worst of bureaucracy at work. Claiming they have to pass the information on to "an offline research group who has no direct phone access" is an easy out. If they wanted to make this happen they could. They have their money and don't care if I ever get satisfaction. Sears could have made a nearly $2000 sale. Instead they have made a very angry customer. If I ever see that money again you can guarantee that I will not make that large ticket purchase and will spend nothing but the total from the cards. Way to go Sears.

Two weeks later- refrigerator dies. What a surprise. Call Sears. Dead fridge - need help ASAP. "Okay, best we can do it two days from now." Crap. Okay. Make them give me repair company info. Same morons. Call them next day. No record of appointment. Call Sears. They confirm my appointment for ONE WEEK FROM NOW! WTF!

Really???? I get angry, they hang up, twice. I ask for supervisor, they hang up. Call back and ask again. Can't do it she says - don't know how. After much push, she puts me on hold. Says route manager will call. My preferred company will call. "Wait - what preferred company???? The morons at All Appliance Service. No, no, no! I hate those guys." "Oh- we have them as your request." "SERIOUSLY? Do you just make up crap and put it in the records?"

I still don't know if anyone will fix my refrigerator. I will NEVER do business with Sears again.

After a half hour on hold and calling to who knows where the technical support person on the phone suggested that possibly the machine wasn't filling with water because the TRAINED SPECIALIST who installed it had made a 5 pm error of being in a hurry to get home. Already disappointed with the way the day was going we made yet another call to be placed on hold for 30 minutes and was told that the replacement dryer would not be delivered for yet another week (and really if you don't have a dryer what good is a washing machine?). That was when it was revealed that the original set had not actually been in the store to begin with. We were refused to allow to be able to talk with a manager by someone who spoke broken and heavily accented English, placed on hold while she requested an "expedited" shipment direct from the store, LIED to when she got back on the phone and said that one had been reserved and the warehouse would contact us in two days with expected delivery within another two days. We were refused a confirmation number or a cc of the email she supposedly sent to confirm this.

When we called to follow up after NOT hearing back from the warehouse, we were promptly hung up three times BEFORE being able to speak directly to the store manager who referred us to an 800 customer support number (which was a corporate office we were informed) who had no idea what we were talking about and referred us to still another 800 number and we came full circle 2 hours into the phone calls after being promised yet again that we would have expedited delivery from the store to the home by being connected to the saleswoman who originally sold the units to us who after checking said that the "expedited" delivery would in fact fall TWO DAYS LATER THAN THE ONE BEING SHIPPED FROM OUT OF STATE.

If Sears can sell $30K Rolex watches, you think they could deliver a $600 dryer in a timely manner. Sears is no longer a customer friendly business - it is merely a store front for sales shipped direct from the manufacturer. In the meantime, we are hanging our clothes out to dry (as it seems Sears has done us) and wait ...

Now, for the fourth time, which is really more like the 15th time, we have my niece’s wedding underway, all the family is in town at our house, and the refrigerator has broken again, all because the last technician didn't install something right...again. I've been in third world countries where service was significantly worse than Sears. I will highly recommend to all my friends that they look for service on their machines other than Sears who consistently provides us with very poor service, extremely long service intervals, under qualified technicians, apathetic scheduling and poor installation. Nice sales staff, miserable customer service, installation and repair staff, which fits their misleading and undesirable extended warranty.

I scheduled my recall appointment on 2/26/13 and Sears technician verified my washer was experiencing those issues and changed the software test unit. Ever since the technician changed the software, my washer has experienced additional malfunctions such as: power not operable and lid locks up with clothes in the washers from 1 day up to 2 weeks. I have called numerous times: 3/2013 - cancelled appointment due to customer service helping over the phone by unplugging the washer to reset itself to function, 4/15/13, 6/18/13, 7/17/13, and 7/18/13 for the same continuous malfunctions.

Robert, the technician, came on the last two recent appointments. He checked the washer on 7/17/13, ordered a control board and installed it on 7/18/13. My washer did not function at all. Robert called customer service numerous times as well as I to complain of my now non-operating washer. Customer service refuse to acknowledge my warranty through their own technician. He told them working on my washer is like beating a dead horse. My clothes has been locked in my washer for over a week now. Robert called me this evening saying that he is ordering a filter for the washer and placed the part on an emergency order.

The part is due in on Wednesday, 7/24/13, another six days with washer locked with my clothes in it and schedule me on Saturday, 7/27/13, to put the filter in my washer. I am over my four service calls within twelve-month period and have given Sears plenty of time to rectify this issue but they still refuse to replace my washer under the Protective Service Agreement. My clothes are going to be damaged and smelling now since my call on 7/9/13. I will no longer buy any products from Sears again.

I retrieved the generator yesterday and played the recorded message. The Milwaukee repair center crew has no idea where the actual repair site is located (maybe in Illinois). They gave me a national number which I phoned today. Those people are in Florida and don't do anything of value for anybody. They filed my complaint and then admitted that no one ever reads the complaints and nothing ever happens. They would not tell me where the actual repair center is located. This is not service, and I am on a mission to stop their fraudulent use of the term "Customer Service." Sears, just go away and die. Bad products -- dumb people -- dirty stores -- idiots on phones -- what an amazing business model!

Michael said he would process the cancellation and the money would be back on my card within 7-10 business days. My card was not credited so I called the customer service center that handles issues. A case was opened and I was told I would be getting a call from the store manager. That it was policy they get back to me once a case was opened. I never heard from anyone. Last week I called the store and asked, "What is going on with my refund?" He said it was processed on June 30th and should have been back in my account. It is now 7/17/13 and I've not been refunded. I called customer service center back again today and had to speak to several different people until I was put in contact with an acting store manager who said she would look into the matter with her operations manager and get back to me before she left the store for the day. I never heard from her.

I called the store this evening asking for her and she was gone for the day. An employee however looked up my history with the sales check # and saw a note was in the file from corporate saying they needed my credit card number. So if that's the case why didn't the store, corporate or customer service ever call me for my card number?? Why was I told by Sales Associate Michael a refund was issued 6/30 and no one else I've spoken to is able to find any history on this order? Tonight I gave cc number over the phone and he entered it in to be sent back to corporate. There isn't even a phone number attached to this original order. They can only find it by sales check number. And when I ask to verify the amount, no one has access to any info?? I have not had any questions answered from anyone. I get passed from one person to the next. Everyone swears they'll get back to me but it's a month later; I have no refund and no answers and I've had to do all the work to resolve this situation. DO NOT EVER BUY ANYTHING FROM SEARS.

I asked them to send me a new form and they said, "Sorry you've waited too long. You are no longer eligible for the payment." Well, on July 2nd of this year the fridge again went out - it smelled like it was burning, and the food was all warm. The repairman came on the 8th and there was a loose wire. Fixed it temporarily and ordered parts. Made a new appointment for the 18th and gave me a website to make an online claim for the food...which did not work.

I called several times. Finally was given a number to the people in claims, who told me that they are having trouble with their websites. She took my email address and said she would email me a form for the food claim. However, I have received no such email and can not get an answer from the claims department. So am wondering if once again, I will be told "Sorry I WAITED TO LONG TO MAKE A CLAIM..." I am making this complaint in hopes that Sears will contact me, as I can not get results in any other manner...

I called other companies to give me their estimates and the results were almost the same... They were amazed of the terrible work done. Am disappointed because I paid a high price for a unit that will not work with the new systems and also for the money I spent in bills. Now I need to replace both of the units and that is not acceptable! Customer Solutions keeps pointing to the installation department and back and forth their game continues... No solution so far, I still do not have air conditioning... I have a case with the Customer Solutions. A manager was supposed to call me 2 weeks ago and nothing!

It took me three days to get in touch with vendor, who told me to called sups. I did spoke to Miss **, the supervisor. She told me she was going to investigate the matter, it will take two days. Calling her back in two days, she said the item was delivered. But Sears did not pay for a signer so nobody sign for it. By the way the ipod is value at $358.00. Miss ** said the delivery guy scan the item and left it on the step. Which company in this era don't pay for a signer on an item like that? I have yet to received the pod.

I honestly think that I have spoken to everyone at Sears, Firesource, USPS, Consumer Affairs, postmaster general for the last month. Now I got a email (June 14, 2013) from Sears telling me that I should get them a police report and fax it to them. Again one item cannot have two tracking number; two, which company in America don't pay for signer with a ipod touch and value at $358.00. Now where exactly do I go from here. This is one week pay check for me. My daughter got all 4 in state exam (11 yrs old). I promised my daughter the iPod. Again where do I go from here.

For the first 2 months the unit shut-down during every thunderstorm, when the house shook. After 3 visits the contractor found a loose connection on the control board and supposedly repaired it.

Oct 2009 the system would not switch to heat mode. Initial diagnosis: need to replace reversing valve & coil; distributor; pistons; evac & recharge system - $304 total, $93 due immediately. A different tech came for the 2nd visit. I watched throughout his work. He did his own diagnosis and determined that a poor connection at a wire nut caused the reversing valve to not get power. None of the parts ordered needed replacement (initial diagnosis incorrect). With the system running he held a hand to the air flowing from ducts and determined that it should be warmer. He did not measure using a temp probe, and proceded to evac & recharge my system.

He told me that the system contained non-condensables, which could only have happened during the initial installation. He charged me the balance of the $304 using a job code to clear a line blockage including evac/recharge & replacing the filter dryer (requires soldering). He did not replace the filter dryer, never even had a torch in his hand. After he left the air from my ducts is the same level of warmth as before he recharged the system. I've paid $304 for someone to twist 2 wires together and add a wire nut.

At the time, I made (6) calls to various Sears customer service lines, each passed me to someone else. One department assigned a case number and told me that I would have a written resolution within days. I called 2 weeks later and was told that they canceled the case. They could not explain why I was not notified, and would not speak to me. They gave me another phone number, which I called the next day. Another person, another transfer. The 2nd rep of the day told me that the day before, 2 different managers listened to my call and would not speak to me b/c their dept is not responsible for my complaint type - ignoring my point that it was their dept who canceled the case without notifying me. She also told me that the 2nd technician applied a job code which actually cost the amount I paid despite no parts being replaced.

After speaking with a district job manager, he showed surprise that the temp at my ducts was not measured using a probe before recharging my system, and confirmed that non-condensables in my system probably happened during the initial installation. I told them I wanted the equipment removed and my $6500 refunded; but would settle for refund of the recent service charges - and got neither. I opened a BBB complaint; Sears responded, hired a third-party contractor to evaluate my system, and ultimately offered me a $40 gift card contingent on signing a gag order; I refused to sign. Sears' standard answer was that if I bought a service contract it would cover all parts and labor @ $900 for 3 years. At the time I decided never to do business with Sears again.

Oct 2010 the unit was short-cycling. I called the third-party evaluator for service. He diagnosed low refrigerant and refilled the unit (chargeable service call). I requested a root cause diagnosis, he declined stating that my system would be down for several days.

Oct 2011 the unit again short-cycled. I switched to emergency heat, disabling the heat pump for the winter.

March 2012 I contacted another service company. A 3-day isolation pressure test diagnosed many leaks in the heat pump compressor coil. It had to be replaced. I asked whether the hardware was under warranty; he checked and informed me that Sears setup the warranty from date of MANUFACTURE, and mine was more than 5 years old despite only being installed 3.5 years earlier. It cost $2300 to replace the heat pump. A thorough end-to-end inspection identified a problem with the control board; the original installer's "fix" was to jam extra wire into a contact, when actually the contact had a BROKEN solder joint and should have been replaced during Aug 2008. We bought a service contract including 2 annual cleanings and discounted parts for $149.

April 2013 we had the spring cleaning. I explained that I thought the unit was short-cycling; it was low on refrigerant, this time the Sears evaporator coil was leaking (it wasn't leaking a year earlier). Like the compressor unit, Sears setup the warranty based on date-of-mfg (not date-of-install). $1300 later we had a new evaporator coil.

Now 5 years past Sears' $6500 installation, we've spent another $3600 replacing everything but the line set. The worst part of all: Sears sold us equipment it had sitting in some warehouse for more than 2 years, and shortened the manufacturer's warranty. After my ordeal in 2009 I could have lived with replacing the compressor and heat exchanger under mfr warranty (paying for labor). Not having the mfr warranty through 5 years was totally unacceptable and insulting.

I called Sears to see why there was a shipping restriction in the first place since it was only women's shape wear (they had no answer) and if they could lift the restriction so that I could either pick them up at a store location or have it sent to my job because there was no one to sign for me at my home and I WORK, only to be told that they once they put the restriction, they can't lift it. Here I am making all of these calls to Sears speaking with NUMEROUS employees, including case managers CONSTANTLY REPEATING MYSELF EACH AND EVERY TIME since they refused to lift the shipping restriction, I had to wait for UPS to make 2 more attempted deliveries, which they did.

The items were cancelled. I had to wait for them to be sent back to the warehouse, which the Sears warehouse received on 6/26/13. Now Sears tells me that it will take 5 business days before they can refund me; 5 days have passed and no refund. I call on 7/2/13 to ask where my refund is, again SPEAKING TO EMPLOYEES & CASE MANAGERS. This time, they tell me that they will process on 7/2 and I will have to wait 3-5 business days. Still no refund, on 7/9/13, AGAIN I CALL BACK, just to be told that they don't know what could have happened; the money should have been refunded and that they will have to send my case to the research department to be investigated, & they will contact me in YET ANOTHER 24 48 HRS - UNBELIEVABLE!!!!!!!!

The representatives and case managers will not give you their full names, just an ID number, nor will they let you speak to someone of higher authority. I also called the corporate headquarters. The young lady that answered the phone was not only very rude and abrupt, before I could get another question out, she hung up on me (there was no need to call back). On 7/11/13, there is still no answer. Now I am being placed on hold for long periods of time and when someone finally comes on the line, the call strangely drops. All of my calls that I have made to Sears takes 45 min. to an hour. I have been making these calls on my lunch breaks. Is there anything that can be done??

I don't want my warranty extended. I want you to service your stupid appliance that is so crappy it quit working after 7 months! SERVICE YOUR PRODUCT (!!!) especially since I paid you $200 extra to do just that!!! And if you can't service your product in less than a week, you obviously don't have enough service technicians!! I'll bet I can get it repaired sooner. Where do I send the bill??

When I assured the person on the phone that I had been by the phone all day and no one had called they offered to transfer me to customer solutions. The person at customer solutions said the appointment had been cancelled because they could not confirm that the part had arrived (even though the part had indeed arrived and I could have confirmed that with them during any of the 3 previous calls I had with them that day). They told me the appointment had been rescheduled for 9 days later (without checking to see if the date worked for me).

So 9 days later when the time slot is coming to a close, I once again call Sears and am informed that the appointment has again been cancelled with no notice to me because they were unable to contact me, even though they have two different numbers for me and I have no messages or even missed calls from Sears on either number. After raising a stink I got them to put me back on the schedule for 3:30 today. Wish I could say this was an isolated incident with Sears, but it is just the last in a long list. We will not be buying ANYTHING from Sears going forward and will not be using their service once the extended plan expires.

I feel I have done all the leg work for them and should be put on the payroll due to the fact I am the one who has called UPS, made all the calls to Sears to follow up on this, not to mention read them emails that they sent me about my order that Sears sent me that Sears themselves knew nothing about. And now, I’m the one doing the leg work to file a report to the police about my lost packages that I have yet to get a refund for. I even told them I didn't feel this was my place because I’m the customer and the victim in this situation, and I’m the one doing all the work for them.

They replied by stating that I was right, but if they did it, it would take even longer to get my money back and that was if they gave it to me at all. So in my opinion, Sears.com are thieves and liars themselves, and I don’t recommend any one go through them to make any kind of purchase. My father-in-law had a very similar problem with them at Christmas time in which he never received his money or his merchandise as well. So I warn anyone who is out there do not ever order from them or trust them with your money, they are crooks and their staff are lazy liars.