Sears Reviews

I called Sears and they scheduled a repairman for the following morning. Great response! The Sears repairman replaced the motor with a new one and called several Sears numbers to report the loss of my $15 shower curtain. Sears approved the $15 reimbursement. My complaint is on poor and inexcusable shoddy GE engineering work and products. However, my review is very favorable for Sears service. I suggest Sears stop selling GE washers but continue to sell Kenmore appliances. Thanks for taking my comments.

They also show parts ordered then cancelled, when, in fact, parts arrived and were installed. They also are saying that the current complaint is only the third one. This all seems to be their way of not blemishing the record of the appliance, when in fact by their Agreement, the appliance should be replaced. They have sold me a lemon that needs to be replaced. In my opinion, don't buy an expensive appliance from Sears, and don't buy their Master Service Agreements... They don't honor them.

The technician showed up late on that Thursday. He was very friendly and efficient. He apologized for being late and informed me that it was due to his earlier service running very long. After bringing him up to speed on the situation, he took one look at the water heater and informed me that since the water heater was nearing the end of its life, and had been damaged due to flooding and mud, the specialist should've told me on the phone that it should be replaced. He spent a while on the phone with his supervisor trying to get the replacement covered under my policy all of which was denied. He told me to call Sears and get my money back on the policy.

I immediately called Sears and ordered a replacement. They promised me it would arrive the next day and that their automated scheduling system would call me later that day and tell me when the appointment would occur on Friday. They never called me. Come morning, I was a bit frustrated and called Sears to find out when they might arrive. They told me the name of the subcontractor to whom they had dispatched the order. I called them and found out that they had no record of the dispatch. So I found myself back on the line with Sears. My Thursday and Friday were now completely wasted and I had stayed home from work both days.

After a long delay and getting transferred to a special handling group, they informed me that the earliest they could get anyone out to install a new water heater was Monday. Fine. They called the installer and confirmed with a manager there that they would be able to do the install. Come Sunday evening, there was still no automated call from Sears telling me exactly when. So I stayed home Monday as well. Monday morning, after not hearing anything, I got suspicious and called Sears yet again, only to find out that their computer still said it was dispatched and when they called the installer that the installer had cancelled the installation. I demanded that the specialist get this resolved and have someone call me back within an hour. She tried to claim that she couldn't work the issue if I wasn't on the line...

I gave Sears almost two hours before I called back and was told by their specialist that my appointment had been rescheduled to Tuesday. I was irate at this point. I asked who the installer was and was informed it was the same company that they originally dispatched my order to on Friday who cancelled it. When I pointed this out, I got put on hold as the specialist got on the phone to talk to the company and double check that they actually would do the installation. They wouldn't; they didn't even have an opening for a month.

After complaining that I had stayed home from work for three days to deal with this and had been put off so many times, I demanded they install the water heater and waive the installation fee. I got put on hold again... After a long while on hold with no new installation appointment and no resolution on the waiver of the fee, the specialist was actually helpful enough to say that she would work the issue and have someone call me back.

When someone did finally call me back, it was a manager who was apologetic for all my issues. But, the earliest he could arrange an installation was another week out, to which I said this was totally and completely unacceptable. After me chewing him out for a while, I ultimately got a commitment that Sears would refund me all my money, which is great, but for the fact that I've had a week of cold showers, missed multiple days of work, and had my stress level pushed through the roof.

How can an organization who promises same day installations if you order by noon and next day installation otherwise fail so utterly and totally to even arrange an installation within a week? Sears has lost me as a customer permanently now. From now on, Home Depot will be getting all my major appliance purchases. They've never failed to deliver when they say they will, and have never put me on hold for extended periods of time.

On 6/20/13 a girl named Eve at 800-697-3277 said she processed a refund and gave me a confirmation #**. A week later, still no refund. I called back again and Eunice said she will now process the cancellation and refund. Apparently, Eve out and out lied about it and gave me a phoney confirmation number. Who would expect this kind of stuff from Sears!! I will never buy anything online from them again. Keep in mind I never received this product, so I have NOTHING to physically return or I would just go to a store.

The last time I bought anything at Sears.com, the same type of situation occurred. That was three years ago and I can't believe it is happening again! I will NEVER use Sears.com again. I have never had this kind of problem with any other online purchase! No one there on their end gives a hoot about customer satisfaction in the least. They deserve their failing reputation completely.

A few hours later, my son called me and said that water was dripping badly from the attic. The unit was turned off and I placed a call to Sears Home Improvements. I explained to them what happened and was told that they could not send a tech back to my house until Friday. I said that that was unacceptable since I now have water damage. I also stated that I was already charged $200.00 for a repair that was not done. I was told that there was nothing they could do until Friday. I demanded to have my money returned, and questioned how they were going to fix my wall. I was told that they could not return the money right away and that they would need to send an estimator over. There was no way they were going to send a tech back to my house today and that was final.

Why would they choose to do such an illogical replacement?! I called and was transferred through the different positions ending with a supervisor. The supervisor seemed more intent on convincing me to drop it, that nothing could be changed on the technician's choice to replace the panel, even though it is the more expensive choice and definitely the less desirable choice! She said she could not overrule the technician's choice. So, I am stuck with a TV that will be out of warranty in five months that is getting the display replaced by one of unknown quality and by a Sears technician who may be top-notch, or may not; I have no info on that itself, no customer would.

There are two thoughts here... 1) I could be content that the HUM in my unit has been diagnosed as a bad display panel and will be replaced by a different panel that is intended to resolve it and at no cost to me other than the original $350.00 for the warranty itself; or 2) I could be angry and confused at the decision, the wrong decision in my tally book, to put a new or refurbished panel in my TV where the parts alone exceed the original sticker price of $1300 for the TV?! Absolute nonsense!

I went into Sears for an LED display, not Plasma! The salesman was good at his job as I am not usually manipulated as well as he got me! I left with this energy-sucking, heat-producing, bad-pictured humming plasma display instead of the LED. This was cheaper than the LED at the time and that was one of the manipulation triggers. It's my fault for not getting what I wanted, I know. But he also sold me this warranty, and while happy to have my repairs covered, I am unhappy at the way it is getting done! Plus the salesman told me this warranty provided for much more than this warranty service actually covers. And when the Technician found the panel parts price was in the $2000 range, he said it would be a full replacement but was overruled by whoever he called and was told they were going to replace the screen/panel with another at $1500 plus! AND Labor on top of that! Someone either has no math skills or is having choices made by those who should NOT be making choices. How do you stay in business like this?

So please make your choice as to whether this warranty is worth buying for yourself. The entire TV should be scrapped and the unit replaced. The decision to repair is wrong. However, at least, the repairs cost are covered. But will it last? Or break eight weeks after the warranty expires?!

I asked the question to why would I have to wait when the tractor was not fixed on the last call. You don't go to another job when you have finished the last. This is unacceptable to me and sure it is the same for other customers. The service is spread too thin and waiting more than a month to get your product repaired when you need it is way too long to me. I explained that there are only about 5 months that I am paying $400 a year contract based on grass cutting and waiting more than a month puts their service at 30% and unreasonable. If you are getting ready to purchase a maintenance agreement, be sure you know this. You may be better taking your mower to a small engine shop locally to have repaired and pay the price. If you don't have over $400 a year expenses on repairing your items, it may be worth it. You will not be able to talk to a technician when you call but routed to several departments which will only put you on hold until you hang up.

I really don't see them caring when it comes to taking care of your problems and like the girl I spoke with who wanted to keep reading how to drive the tractor on a slope as if that was the problem. I explained to her that I have been driving on that slope for 20 years and no problem. All of a sudden when I have a problem which is evidently the drive belt, they keep trying to avoid handling the problem and tell you anything to get you off the phone. I can see why the company is going down and it is a shame. Be leery of purchasing a contract because you will not receive service in a timely fashion. If you were building a house and all you needed was the roof, would you start building another house without finishing the other? This seems to be a good example of service with them not finishing the last job before taking on another. Sad, sad, sad!

Please, never buy from these stores. No one in Sears is ready to honor their statements, advertisements or warranty. These stores are pathetic and provide the worst service I have received in the USA. I am going to complain in each and every possible way against them, and I’m also going to submit all the proofs I have against them so people can recognize and don’t buy from them.

So on June 4th, I went into the store and asked her if she received the ring back. She responded that she did. However, her supervisor refused to refund me the total refund price. The prices I paid for the ring was $399.99, the lifetime warranty $79.99-$60, 15% multi credit discount, tax $29.40 = $449.38. Sears refused to credit me the total of $449.38. They refunded me $339.99, shorting me $109.40. When I consulted them about it, they told me they would not refund me for the warranty. The warranty belongs to and covers the ring that they have in their possession. I cannot use the warranty. When they sell that ring, they will also sell an additional warranty for that ring. I used my Sears credit card for this purchase and am a dedicated Sears shopper and I strongly feel robbed by them in this situation. Please help.

I called their executive office at SEARS HOLDING, 333 Beverly Road, Hofffman Estates Illinois 60179. On two occasions, they said they were servicing the unit. Over a month later, I returned from the HOSPITAL where I have been fighting CANCER. NO repairs, NO communications. You have to understand this company now. It is being brought to a point where past reputation and honor is being used to screw the customer. The Chief Executive, Edward Scott Lampert, has been dealing in HEDGE FUNDS and is using SEARS and its hardworking, honest customers to pull his fraud type/financial gain companies to fuel his greed.

You have to just go to different message boards or GOOGLE Sears, and you will find hundreds and hundreds of past angry customers. His ego driven Vice President of Appliances is Steve Haber, who came from SONY. He doesn't answer his calls. If you good loyal customers would email me at **, I will give you more information my attorneys have found and a possible type of CLASS ACTION, or call me: **. The rest will probably find the remnants of the company on the GREED SHOW at CNBC. The executive office phone number is 847-286-2500.

Went home, installed it, but it still wouldn't start, so I brought it into the Sears Repair Center. Got a receipt that said the longest it would take is 14 days. It is now 19 days, so I called the Florida number that was on the receipt. I was holding for 35 minutes, then a snotty girl said they were expediting it. I asked when I should get it back. She said she didn't know. She wouldn't give me her name.

I asked to speak to a supervisor, held for another 30 minutes, and then she hung up on me. I was hot so I called back and asked to speak to a supervisor right off the bat. The person said yes, the supervisor was there, and to hold on, which I did for one hour and five minutes. The person got back on the phone and then told me the supervisor had just left for the weekend. OMG, no wonder Sears is going under. I remember when they stood behind their equipment.

The person then told me that they went to my old address and fixed the refrigerator. I told them that I doubted someone let them in at my old house to fix a refrigerator that was probably not broken and that no one called me on my cell phone like they were supposed to. I asked them to have someone come tomorrow morning to fix my refrigerator. I have two small children and I'm pregnant. She then told me that the dispatch was closed and I had to call the next day. I called again on Thursday and they said that they would give me an appointment for Friday tentatively because their system was down and they would call me later and confirm. They never called me. I called this morning to confirm whether they were coming and they did not have anything in their system. They couldn't even find my information.

Finally, they found it and wanted to give me an appointment until Tuesday. I told them I need a supervisor. They told me the supervisor was in a meeting that he, Robert **, would call me in an hour, before 12:30 p.m. Pacific Time. I waited and he did not call me. I called back and wasted another hour on hold for the supervisor. The supervisor finally answered my call after 45 minutes of being on hold again only to tell me that they would come on Monday between 10-2 and that they would not compensate me for anything. They would not come in today or on Saturday. Unbelievable. I do not recommend their service to anyone. Horrible experience. Supervisor did not try to solve my problem. Not apologetic. Said they would file a complaint against the service company but did not acknowledge that it’s been their mistakes this entire time. I am still without a working refrigerator. Let’s see if they fix it on Monday or if they will waste another day.

This policy was never mentioned when we ordered the part or asked to return it. We’re still waiting for resolution of this matter. We learned that more parts were needed. After talking with a "parts technician" (while looking at the schematic), parts were ordered as technician said we needed. Parts arrived and all 3 were wrong, i.e., there were no threads in housing for bolts, as I had been informed there would be. I was told I only needed one bearing as the lower bearing came with the housing. It did not. I was told I only needed to order 1 mounting bolt as they came in sets of 3. Not true. I only received 1.

In an attempt to jerry-rig the tractor, I went into town to a small engine repair shop. They had on hand all the items I had ordered from Sears, and they were courteous and informative. I should have gone there in the first place. We have dealt with Sears from back in the 60's when we were first married. We bought our kids Christmas presents from their Christmas Catalog. We purchased Kenmore appliances through the years, together with clothing, jewelry, watches, tools, etc. Needless to say, we will not be dealing with Sears in the future. Don't know what went wrong with this once-great organization. It is indeed sad. Must be terrible management somewhere.

The people you call for repair must be outsourced because no one is American. They are all foreign, which wouldn't be a problem if they could actually help you, but they just sound like recordings and all they say is, “I am sorry. I can make you a new appointment in another week.” They have no supervisors. They just put you on hold and ignore you. You end up very frustrated and having to make 5 or 6 calls before you give up and decide to take other action. I will never again walk into a Sears store. They really do suck at what they do, and I will make sure I tell everyone to go somewhere else to buy products. I am proud to say that today, I have my sister buying her new refrigerator and my cousin buying her new dishwasher at PC Richards - a store that I was never fond of but looks a whole lot better to me now. So, Sears has lost 3 customers in just one day, and I hope to see them lose many more. They wonder why they are ready to go out of business. Maybe they should take a long hard look at what they do!!!

He told her that the door had to be canceled because he does not have $900 to supplement the cost of the door. She informed him that the door was ordered and he would have to pay for it. He informed her that the door should not have been ordered without letting us know that the entire amount of the purchase was not covered. He then got in touch with Terry **, the rep, who claimed he sent an email. Apparently, the email went into my husband's spam folder and he did not see it. Terry also has access to our cell and home number, but did not use any of these methods to contact us. Leaving us unaware of the money shortage. He informed my husband that the day he gave our information to Sears, it was out of his hands.

After getting nowhere with Terry, my husband contacted Ed, the Sears regional manager. He said there was nothing he could do about it because the agreement was signed and the door was on its way. He stated that the door was a special order door and no one else would want it. My husband told him that he had $1,000 and we had no door. He responded that if he sold the door, we could get our money back. We then sent a complaint letter to Sears. We received a response (email) from Kyle ** at the Sears Holding Corporation after 72 hours. Kyle told us to contact the same garage company we are having the issue with. I emailed Kyle and asked him to please reread the email to better understand the situation.

This was on May 6. We have received no response to this email as yet. We contacted the BBB, who then contacted Sears. All they said was, "You can't cancel your contract," ignoring the circumstances that transpired. They have taken no responsibility for the actions of their employers. None!

Last year, again the freon had seeped out. After much drama of finally getting a technician on site, I was informed that what the previous technician had done was illegal. But of course, Sears' records reflect something different having transpired. They replaced the coil, again... This year, I have the same problem. Though I have placed my initial call to Sears close to a month ago, I still don't have a functioning unit. I am waiting for them to replace a condenser but the part has not come in. And the most pathetic thing is that they're not even sure if that will address the leak. I am fed up with having to call each year, and having to continuously start over from the beginning. Each time, I deal with someone in customer service. I have to tell my story again. I've asked them to replace the entire unit with a new one, but I've been told they have a policy where the reported problem must occur three consecutive times in the span of a year. This is ridiculous since I'd only be using the A/C for 3 months of the entire year.

Each time a technician is sent out and installs a new part, they close the case so I have to start new each time. Scheduling appointments with Sears' technicians is a nightmare. Every year that I've had to call in, I have had a minimum of 10 interactions with them. Considering how big of a company and how long Sears has been around, their customer service is terrible. Accurate record keeping is one thing, but the overall attitude is terrible. When I call in and raise my concern that I'm having to call in every year, I've been told not to worry since I am still covered under warranty. As if that is the point! And not to mention, I have had to miss days of work to be available for missed appointments (which they have scribed as me calling in to cancel!), and sleepless nights due to stifling heat. I have yet to see what will happen this year. I'm going to demand that they return after installing a new condenser to see if there are still leaks.

I called Sears immediately and asked to have the information about the service call (firm price and what is needed to be fixed) and they said to call back in a couple of days when the technician is able to download the info. I thought this was fine and I waited. When I called back, I got bounced around to many departments; one telling me that I was to be offered a $500 voucher towards a new washer or approve the repair, which I wasn't; one told me that the technician did not quote it right because "he did not know I had the purchased service plan (This made me think something fishy was going on)". The last one told me that the technician who came over would call me in a couple of days (it was Saturday) to let me know all the info he told my wife.

Of course, no one called, so I called them back. This time they said that there is no way a service technician would be able to call me and they had to start the process all over again with another service call. Grrrrrr... Since I wanted to evaluate which option was better for me (take the voucher towards a new washer or get it repaired) and I wanted time to research my options, I confirmed with the Customer Service guy on the phone that I would be given this opportunity to think about it after I received the repair quote and he said, "Yes". So the technician came out and now gave my wife a quote of over $800(!!) for a washer that I bought for around $700 and I had to make the choice to get it repaired or take the voucher on the spot, contrary to what I was told. Well, the easy math says to take the voucher and hope Sears takes care of you on the price.

I looked for a washer on Sears.com and found one that was sold for $40 less at Home Depot ($719 vs. $759) and called Sears.com to try to get this all done over the phone, saving me a trip to the store. They agreed to match the price, but then could not sell me the washer because they can't validate the voucher online, only at a store. So I went to the store and tried to get the price match. The saleswoman was very hesitant, but said she would talk it over with her manager. She said they couldn't do a price match on the type of transaction I was doing (redeeming the voucher), contrary to what the sales rep on the phone said. I asked to speak to the manager and finally got some customer service after I told him my story and asked him to give me the $40 for my trouble if he couldn't "match a price". He agreed!! That was fine, but then I had to deal with a snarky saleswoman who must have felt I went over her head for appealing to her manager. I am just glad it's almost over. We get delivery in a couple of weeks, so there is still time for my nightmare to continue.

I requested that I need to speak with a manager, Sam. When I explained what happened, he told me they are from upstairs and he doesn't know who these employees were. I told him to get me their names if he is not going to do anything about that disrespect to their customers in their stores. First, he wanted to cover up for them until I demanded to get his full name if he doesn't give me theirs. So he got me their names. They work in the hardware. I will complain to corporate, but I am sure nobody will care from Sears. I hope to hear from someone.

I must have spoken to at least six people from customer service. They were rude, arrogant and just did not care about my situation. I was told that their computer only keeps records for seven years and that all clients must provide paperwork for contractual obligations on their end. MADNESS!!! They did not even offer to research further in order to help me find a resolution. This is a company I trusted and am hugely angry and pissed off that I wasted my time, money and energy. Please do not waste your time with this company!

I questioned him about the triple minutes in the ad because the box the phone was in said double minutes for the life of the phone. He looked at the phone and then at the ad and said that I would get triple minutes. I purchased a minutes card at another store a couple of days later and when I activated the phone, TracFone told me that I would only get double minutes for that phone and I would have to take it up with Sears about the false ad. When I wrote to them, they wrote back saying that they were not liable for errors or omissions in their ads. When their sales associates tell you that you will get something, they are liable for it. The only thing they would do at the store was to either refund my money for the phone or give me a card for 60 more minutes. Would they refund the money for the other card I bought? No, so I would be out that money. I am now waiting for a reply to my letter telling them what their sales associate told me. I guess it might be time to contact a lawyer about this.

I also contacted ProForm and was basically given the same story. I have purchased many electronic devices over the years and most come with a 1-year parts and labor. Amazingly, the frame of this bike comes with a 5-year warranty - to what good I'm not sure as the bike is useless without the console. I believe the console is a lemon. I've read many articles where other consumers are having all kinds of problems. In just about every case, the replacement part is almost as much as the new device and in some cases more. I cannot recommend ProForm as a reputable company and advise caution when purchasing from them.

Well, it took a week. When it came, it looked like an old part that had been taken out of another washer and sent to me. It was obviously dirty, and the casing was broken. Nevertheless I installed the part just to find out that it did not work. I first called the store where I bought it; no one answered. Then I called Sears customer service and after being transferred around, I got the national parts department. The person there said they would order me another one and not to worry about the one I have. I asked them if I needed to return the defective one to the store I bought it at. I was told no. Well 5 days later, I got a call from Sears; they can't send me the new part; I have to take the broken one to the store where I bought it and they have to reorder it.

I have been working this now for over 3 weeks. The store where I bought it said that it will take another week to get another one. I have never experienced such a horrible customer service experience in my life. I will never ever walk foot into another Sears' store again. I hope they go out of business soon because they do not deserve to be in business. Not only did they send me a used broken part for 165 dollars, but now I am out of the money and still don't have a part or a washer that works. Do not buy anything from Sears especially if you have high blood pressure.

When I returned to the oven, I opened the oven to find the chicken and baked potatoes black. The popper in the chicken had melted. Once I was able to get the chicken and the baked potatoes out of the oven, the smoke subsided. I borrowed fans from a neighbor and aired out the house. Fortunately, I was home and caught it before it became a bigger problem. Damage was contained to the oven and the house no longer smells like smoke (it took about 3 days). Not knowing what caused the problem, we cleaned the oven and tried to use it again the next day while standing there.

My wife put in some cookies after the oven pre-heated. Within minutes, they started smoking and the range displayed an error message. I followed the instructions to remedy the problem and the range continued to heat up beyond the set temperature. I called Sears to report the problem and got transferred to their claims vendor. After they reviewed the case, I finally got a call back from Sears this morning. They offered me a 10% discount on a new range or to have a service technician come out at my expense. I asked some questions and although the range could very well be defective, they can't do anything until there is a recall. I didn't purchase the extended warranty so it's my problem.

It gets better! Because the range has only been out for two years, they wouldn't have enough "incidents" to issue a recall. I thought that they would at least like to know what went wrong with the stove so that if it is a defect, they can determine if it's just this one range or potentially a problem with this model. Something went wrong so that the temperature is no longer regulated and it just keeps getting hotter! They don't even know what's wrong with the stove other than that it's a fire hazard. I was so mad, not just because they won't help me with my situation but they don't know if this is a potential issue that could put other people at risk. My fear is that it is going to take someone's house burning down or worse for Sears to care. I have always bought my appliances, vacuums, televisions, etc. from Sears. Never again! I thought Sears cared about customers. Shame on me for thinking it's more than money! Praying no one else has this issue!

After a couple of weeks, the system came back with a statement which stated my purchase did not qualify for the rebate. I contacted Sears and they told me that I couldn't get my $75 delivery charge rebate because I already got my discount from the "Friends and Family Sales". First of all, the advertisement for the rebate is any appliance over $500 within those dates range. The Friends and Family Sales is within the rebate date. I had submitted my receipts information to claim the rebates many times and spoken to them numerous times. It was unsuccessful. I've even threatened to take them to court for consumer fraud.

It make me so mad that I couldn't get my rebate back especially when the delivery man and his two brothers asked for tips for each of them even after I told them and gave them a perfectly good working dryer. They told me the delivery charge belonged to Sears. I will not buy anything from them again.

Technician came out to inspect shower in December 2012 and was not able to tell us if shower was installed correctly or not. He was not knowledgeable about shower install and was not able to answer any question about proper shower installation. I told the technician to come at 12:30. He showed up early. He spoke with my husband and left without answering all my questions. I had to call back and get him to come back out to address shower problems. So technician did not honor wishes to be there at the time requested which required a second trip to our home. In 12/2012, the sales manager promised to take $200 off finance charges to cover the time and cost it would take to repair shower. They promised to send form to sign and we never received it. So even though Sears Home Improvement promised us a $200 credit towards the shower, we never received the credit nor had a returned call when we called inquiring about the matter. We're paying for a shower that is defective and unfinished.

I called several times since 10/12 to get shower corrected. There are times where no return call or weeks and months would go by before we hear anything. I spoke with Sears Corporate on 2/20/13 or 2/28 and was advised I had to escalate at local level so I called the project manager Ryan on same day 2/20/13 and explained I was trying to get shower fixed since 10/12 and no response or solution to shower problem was communicated. Ryan entered all complaints into the system and said he escalated the problem. Ryan said they had shower supplies onsite and would call me back to confirm date of shower replacement within two months. Two months later, we heard nothing back from Sears Home Improvement. We requested another shower installer because we did not trust the first one named Red.

Sears called back on 4/2/13 and left a message to call back. I was out of town so I did not call back until 4/10/13. Derrick asked if only shower door was the problem. So this showed lack of communication in the office about our shower install complaints. I had to repeat all problems we were having with shower again. Derrick said he would order supplies and set something up to do total shower repair. That call was on 4/10/13. I gave it a few weeks for supplies to come in. I spoke with Lydia, Derrick, Ryan, technician, Sears Corporate for six months and shower is still left unrepaired. With all the hardship, damage and defects, we should be due a refund of the total shower install which totals $5,800. This whole ordeal has caused me and my husband inconvenience and misery, stress, time away unnecessary, time away from work and unnecessary calls to Sears Home Improvement without any success in resolving our shower problem installed by Sears Home Improvement.

The customer service guy just kept repeating that he saw the request. This didn't mean anything to me because I know how the routing department works. They overbook the technicians and change their schedules mid-day so there are absolutely no guarantees. The customer service representative knew exactly what I was asking, but he avoided answering a direct question, and he was counting on me not knowing the system. The next day for the third repair, the technician called around 11:00 to say that he was on his way, but by that point, I requested to reschedule for the afternoon. He said that was fine after checking with the routing department. When he called in the afternoon to say that he was coming over, the call was dropped. I called and texted him back immediately several times and got no response. After 1 1/2 hours, I called customer service. I was no longer even on the schedule for the day! I was livid! I spent the entire afternoon waiting around for nothing! On the fourth scheduled visit, Jim came right away, diagnosed the problem, and rescheduled for a time that he could return.

During the fifth appointment, Jim called around 9:00 to say that he was on his way. He didn't arrive in time so I called him, and he said that I disappeared from his schedule and that the technician who didn't call back or show up was scheduled to come. He called the routing department and requested the schedule be changed back so that he could come. The routing department didn't care if I was next on the list. They were willing to push me back in the schedule and didn't care that they weren't honoring my request to only have Jim out to my house. I waited an extra week so that he specifically could come, but they didn't care at all. The only bright spot in this whole experience was Jim. He is the only one, short of the one representative that I talked to who tried to resolve the no-show fiasco, that I trust from Sears.

What happened to the days when the technician had a doable schedule and where they called in the morning to give you an idea of where you are in the order? This would build relationships of trust with customers as their time would be honored. In addition, the technician could schedule the appointments according to what makes sense (location and customer schedule). My vote is that they do away with the majority of the routing department as they don't add benefit to the service and they don't really care about the customer.

Sears cannot say when part will arrive. I have had to endure no AC in Miami, FL where temperatures have been in 90s with 100% humidity. I'm so disappointed in Sears. They are quick to sell/push their maintenance agreements, but when it's time to honor, they drop the ball badly. Not one single supervisor that I have spoken with (and there have been quite a few) has been helpful in resolving the problem. They just keep passing the buck. I will definitely never purchase from Sears again and will be looking into what legal action can be taken.

To make it worse, the extended warranty folks want to make you eat it because of poor design problems, etc. The lemon laws do not apply to machines that don't work unless they change some parts on different occasions. And then, they have to be separate issues of failure not the same issue. The repairman also says we might have better luck taking it off the pedestals we bought with the machine. Sears is not what it used be. The extended warranty cost too much money and is not what it should be, in my opinion. It will take more than "Good morning, sorry for your trouble and have a nice day" to get my business ever again.

Then when I went through the automated system, it stated my new credit limit is 650 down from 1,000. I have a customer for 9 months and pay them more than the minimum, early, every month. I paid them 2 weeks ago ($500) to bring it to half, which I did with all my credit cards/accounts. They said it was because they did a credit review, ran my credit and reduced it based on that. As I stated, I've worked so hard to pay off/reduce 1/2 on all my accounts so each month it's been going up. Just in the past 2 weeks, it went up 11 points and expected to go up another 40+ in the next 30 days. So where they got that from, I don't know.

I'm so thankful I called in as it would have been so mortifying to go to a checkout and get declined. I didn't get any notification on this change. This surely is a great way to lose customers, which Sears will be paid off. I will never deal with them or purchase from them again. I will tell all my friends/family how they treat their customers. I see a lot of negative reviews. I know I shouldn't be upset, but it's the principle of thinking I paid it 1/2 off and now it's not! I foresee Sears going out of business really soon due to their customer service. They used to have a great reputation. Shame on you Sears!

Customer service could never give us accurate dates of delivery or install. They are getting paid to read scripts that tell customers nothing. I haven't been this upset since "grey-faced man with a two dollar haircut” explained to me what rape is; I'm going to lose my mind. I watch these guys, and I'm like, “What is happening? Am I a secretary on Mad Men?" (Thank you Tina Fey!) The technician wouldn't arrive to an appointment on time even if they told him strippers and donuts would be provided.

Congratulations Sears! You have customer service that is worse than the DMV, overpaid employees that have access to zero amounts of information, and a company that is going out of business. I will never buy from Sears again, and I will make sure to post this on every social media at my disposal so friends and family both known and unknown will be forewarned of this terrible experience.

Original Review: April 15, 2013

This complaint is in regard to Sears Repair Services. The first week of April 2013, I called Sears repair services to schedule an appointment for a preventive maintenance service check on my Kenmore washer and dryer. I was quoted by John a price of $39.99 for the service on the dryer and $75.00 for the service on the washer. The total came to $114.99. This was acceptable to me, so I went ahead and made the appointment for April 11, 2013. The time frame that they gave me for when they would arrive at my house was between 1 and 5. John gave me a confirmation number and a day before the appointment, Sears automated system called to confirm the appointment.

On the day of the appointment at 4:45, Sears automated system called to say that they were running behind schedule, but that they would still be coming out to perform the service scheduled. At 5:15 Daryl, the actual repair technician, called to inform me that he could not honor the price that I was quoted the previous week by the Sears Repair call center. He quoted me a total price of $184.99. I informed him that this was unacceptable to me since that is not the price that I was quoted on this confirmed appointment. He then said that he had to call his supervisor and would call me back.

Within a few minutes, he did in fact call me back to say that he could not come out and that he would have to cancel my appointment, because they could not honor the price that I was given. I asked him to have his supervisor call me or to give me the supervisor's number. He declined, saying that his supervisor went home for the day. Buyer beware: I took off from work and waited all afternoon to have Sears call me 15 minutes after the scheduled appointment time, not to apologize for being late, but to cancel the appointment because they could not honor the price that I was quoted by their own call center.

I'm not sure if it was the assistant manager or another person, but then someone asked what the problem was. I stated there the only reason I should be required to provide my information to buy something would be for alcohol or firearms and I did not want my name in their database and that I was going to go viral about this. I would hold onto the receipt myself for the warranty. This person said, "We don't want you to go viral," then rang up the ticket. I was livid. I was calm and polite, but furious. If I had not threatened them, they would have refused to sell me the item. Perhaps that might have been a wiser choice, but I was not ready to back down. The fact that Sears insists that customers provide personal information to purchase products is immoral and may even violate privacy laws in certain locales. Granted no one must purchase from Sears, but a warranty does not require registration. Shame on Sears for requiring personal information from customers in order to purchase.

Prior to their repair trips, I had called Sears Parts and priced the compressor. They quoted me a price more than $100 less than what I would ultimately be charged by the outsourced repair company. They either did not use Sears parts or were making a hefty profit on the parts. One of the parts was never necessary although they charged me for it. It was only after the call back that they said they would refund my money for the unnecessary tubing and reclaim the part. The refrigerator is working so far. They gave me a 90-day warranty on a job which cost nearly $900! I am done with Sears, and Sears Repair. They no longer have the integrity I value as a customer.

Then, we went to put in the additional cartridge and it was nowhere to be found. We immediately called installation and were told this time that we had to call delivery to track it down. We called delivery and after being transferred around, we got some guy who did not speak much English and kept asking me to repeat the basic information over and over. I thought perhaps it was a recording and questioned him. He said no, but he could not help. I had to call installation. I said I have been on the phone already with them and they say I have to call delivery. He said again, "May I have your name and contact phone number." I swear it was a twilight moment of frustration. I then called the store and was told again I had to call installation. I tried again and was told by some John guy that he would make sure I got a refund on the installation and forward the information about my missing cartridge and someone would contact me within 72 business hours.

So no one ever did. The next week, I called the store and asked for a manager. The man was Gary and very polite but expressed the same thing that installation is really who is responsible. He said he'd see what he could do and maybe they would have to track down their wonderful installer to see if he still had it on his van. Another week gone by and I still don't have the cartridge and of course can only use 1/2 of the stove top. I called a Sears customer service number I found online and after 30 minutes, she told me again to call installation, but thank me for giving her my complaint. She could do nothing more than transfer me again to installation, the virtual dead letter dept. of Sears.

I am contacting the store immediately and telling them to come get the stovetop and issue a refund. I am done with Sears. Oh and I learned Kmart bought Sears which my God, if I had known that, I never would have gone in there. Sears used to be reliable for quality and service, something Kmart has consistently failed at and could not regain my business ever again. You get what you pay for. Well, I paid and did not get. And by the way, they weren't the cheapest. They were local and I tried to support the local store. Ugh. Sears = poor service and quality.

I canceled the purchase of the new fridge and set up my service call. Well, I was very astonished that I had to wait for my service call tech to come between 8 am and 5 pm (wow, even Comcast has narrowed their service windows down to two hours). Well, my tech was scheduled to arrive on 03/29/2013 and never showed up (but left a sticky note saying he knocked on my door and called). That was the first lie. But I needed my old unit fixed, so I called the 1-888 number for Sears Home Services again and rescheduled for 3/30/2013 for another 8 am to 5 pm window. I waited till 12 pm and again called the 1-888 number for an ETA for the tech. The service tech at the 1-888 number said that I was scheduled for the 1 pm - 5 pm time frame on the technician's route. Approximately 5:00 pm rolled, the 1-888 number called and told me the tech is going to be late and should be at my home after 5:00 pm.

I finally got a call from the tech at 5:41 pm on my cell and I cannot hear the tech. I called right back at 5:45 pm because I could not get the call to go through after 4 attempts. I got the tech's voice mail and left a message. I called back again and still no answer. I then called back to the 1-888 number for help on contacting the tech, and the service tech at the 1-888 number said the tech was still en route. Well, at 6:15 pm there was still no tech at my home and I called back to the 1-888 number and got the runaround, and the service tech finally told me the tech said he called me and could not reach me and went home. That was an utter lie! I asked to then speak to a manager for escalation and some sort of immediate resolution (Jose was the name of the manager). The manager gave me the runaround and then said I can speak to Sears Client Solutions department. He claimed to transfer me and hung up.

So I called back and spoke to another service tech by the name of Dave. Dave transferred me finally to Sears Client Solutions, and I spoke with Angela who was very rude and not helpful. I asked how I can get an immediate resolution or at least some reciprocity for my time lost and the hassle I have experienced thus far after having spent $274.99 for services I am not getting. Angela said it was my responsibility to answer the phone when the field technician called and the field technician doesn't take calls back from customers. I was shocked and asked, “Well, what am I supposed to do and how does that help me as a customer or warrant me to continue business with Sears?” Angela hung up on me.

Finally, after being completely disgusted, I called the 1-888 number again to finally reschedule another appointment. I finally got through to a service tech that is obviously from an outsourced area as I can barely make out the person's attempt to speak English. I was then told the earliest appointment I can get is 4/08/2013, which is over a week away. So left with no choice, I will have to take another day off from work over a week away while in the process losing over $100 of food that has been ruined by being frozen and given absolutely terrible customer service from Sears Home Services and questionable creditability from the field technicians.

I will be contacting my local consumer affairs organization and the BBB about this incident since I have my phone logs on my smartphone to verify the timeframe mentioned above. I used to have high value and faith in Sears. However, after today, I will discontinue my business relationship with Sears and turn away my associates and friends as well from doing business with Sears.

Apparently, these online sales reps work on commission. I was completely lied to by the rep because they now say it will be three business days and it shipped today (Friday), not yesterday, as she stated that it would. That means it might be Wednesday before I see it. She told me it would go out as the order was completed yesterday. A bunch of **. I always liked to shop at Sears and bought big ticket items there, but they can kiss my business goodbye with this kind of customer mistreatment.

The blower was returned. I have all documentation from UPS and signature. Waiting for the charge to be removed from my statement, it still hasn't been done. I called today Rebecca ** and is not to be found. I've been told they don't have the blower and I'm not getting my refund. I just reported to Consumer Affairs, Weights and Measures, and Better Business Bureau. I also posted on a consumer blog the abuse Sears employees are getting away with, as well as the criminal tactics of the associates. Your attention regarding this matter is greatly appreciated and needed to deal with the incompetent, unethical tactics.

Well, on March 6, 2013, I contacted the online order dept once again and was advised to allow an additional 72 hours. I spoke to one of the case managers and was promised it would be definitely returned to me within 72 hours. At this point, I was pretty frustrated and I stated that if it was not on my card by the next day, March 7, 2013, I would terminate Sears as my preferred shopping source. Obviously, my continued patronage is not important because it was still not on my card. I was also promised that I would receive an email when it had been sent to my bank so I would know when I could be expecting the credit. Friday, March 9, 2013, my card still had not been credited and no email was received. I contacted the online dept again and was advised that I should not expect it until Monday or Tuesday. I requested that I be given the option of picking my money up from the local El Cajon store. I was denied this because of how the online layaway order was placed.

I then called the consumer complaint dept in an attempt to get someone to look into this because it is not fair to me as the consumer to have to wait for this credit to be issued. I was transferred back to the same dept and was advised the only option was to send an email to Sears Corporate but was given an inappropriate email address. The case manager I spoke to this time was Vanessa and was told that the reason for the delay was because it did not go through automatically and that it had to be manually done and the dept that has to do this is has a backlog. This was the first time I was given anything more than "You will have it on..." I sent an email to Mr. Imran **, Execute Vice-President, to get some upper management attention to my complaint and the email was forwarded to the same department that my complaint is against and was told to allow an additional 7-10 business days.

It has now been 17 business days and I am still waiting for my debit payments to be refunded to me as well as an email confirming it has been processed. I do not feel this is fair to me, the consumer, and it is not my fault that my money is being delayed due to a delay in a dept. My payments were issued and the total amount paid will be assessed a $15 fee for cancellation of the layaway. I am not being treated as a customer that Sears is concerned with my complete satisfaction. Payments were made as debit payments. This should not be subject to a processing payment as it would be if I paid it as a credit card payment as stated in your refund policy on your website. If the shoe was on the other foot and I was late with making a credit card payment, would Sears be okay with waiting without charging any late payment and/or interest charges? Should I, as the consumer, not expect the same?

I do not feel it is appropriate for a retailer to not be subjected to penalties for not refunding payments issued within the time frame promised by their own refund guidelines. Please further note that this is causing pain and suffering for my family due to this money's tardiness is causing my husband to go without much needed insulin for his Diabetes and complicating my ability to go to work. See, I needed this money to purchase very much needed medications and gasoline for my vehicle. Please contact me at ** or ** and advise of options to receive my payments that are overdue. I feel they should be fined and monetary penalties should be assessed to Sears when they refuse to issue payments timely. Hoping your agency will be able to resolve this overdue issue.

A refrigerator shouldn’t be having an issue after just 2-3 years! My parents’ refrigerator is still working perfectly after 8 years; the only difference is that they did not buy theirs at Sears. I already knew what was wrong with the fridge - the touch-screen interface wasn’t telling the motor to dispense ice in the setting desired and the icebox motor. For example, when I chose the shaved ice setting, the ice wouldn’t even dispense; but when I chose the cubed iced setting, it would. Recently, the only setting that works is the shaved ice. Neither the cubed nor the crushed ice would dispense. What does this tell you? The circuitry is messed up if the main computer isn’t sending the right command to the motor or that the connection between the motor and the interface is finicky (You don’t need someone with an engineering degree to tell you that.

My husband is a mechanical engineer and I’m a biological systems engineer). Another issue was the icebox motor, it kept making a “who-who” noise throughout the day as if the motor is trying to dispense ice into the icebox. Lastly, ice wasn’t properly forming in the icebox; instead, icicles were forming along my freezer door. Since purchasing the Service Smart Protection Agreement (SSA), I’ve had four technicians look at the fridge. With each technician, I became increasingly frustrated that the issue was not resolved. I’ve asked for the entire icebox unit to be replaced; instead, they ignore my request and wasted my time and money. These technicians each charged $250 for calling their technical department, describing what they saw, and waiting for the technical department to solve the issue. The technicians did not do any hands-on troubleshooting, seemed incompetent when it came to troubleshooting, and heavily relied on the technical department to tell them what to do.

Plus, each of these technicians had such rude dispositions. They weren’t friendly, they didn’t know how to answer questions satisfactorily, and they acted like they didn’t want to be there/hated their jobs. Yet, they had no problem charging ridiculous rates. With the first technician that came out, he said the icebox door flap was open so ice wasn’t properly forming but freezing along the icebox wall. He fixed the door flap and said that everything should be good. A week later, I had to call another technician out because it still wasn’t dispensing ice in the desired setting. This time, the tech said the door motor wasn’t working properly and that I’d have to order a replacement ($300) door motor. I asked if they can just replace the whole icebox unit. I was told they can’t because it would be too expensive since only the door motor was the issue.

When the motor came, another technician came out to install it. Two weeks later, and the same issues persisted. I called another technician out to look at the fridge. This time, the technician fixed my fridge door because the hinges had come loose, and he took a look at the icebox. He said that the problem wasn’t the motor but the door flap not closing properly (nothing I hadn’t heard before). He took the icebox unit, messed with it, put some parts in that he had on hand, and told me he fixed it. It worked great until a few weeks ago. I had another technician, Sergio, come yesterday to take a look at my freezer because the ice-box was having the same issues as last September. This time, finally, someone says the interface needs to be replaced.

Well, duh! I’ve been saying that since the beginning. Sergio says that the interface isn’t working since he’s trying to dispense ice but nothing comes out, which means that the computer isn’t telling the motor what to do. (Double duh!). The Technical Department tells me I need to purchase a new motor and an interface, which totals $900! Luckily, the SSA covers up to $500 of repair parts, and I’d have to pay $400. I felt that this was ridiculous! These so-called technicians should’ve been doing their job from the get-go instead of dragging me in circles! Apparently, the motor I purchased 5 months ago doesn’t work anymore (proving that Kenmore quality is horrible) and it’s out of its parts warranty, which lasts only 90 days. I have to pay for a new motor and interface! I would’ve been more likely to pay this if they’d just done this from the beginning, but now I’m forced to buy 2 motors and an interface.

It’s not my fault that the Sears technicians are incompetent and completely under qualified for their jobs. The second option, since Sergio had deemed it uneconomical to repair, is to accept their $500 voucher to buy a replacement fridge at Sears. This second option is ridiculous because after this ordeal, why in the world would I want to buy anything from Sears? Second, they give me $500 when I purchased this fridge for $2,500 and they want to take my unit, which seems sketchy to me. I believe that they take broken units, fix it, and resale as refurbished to the next unsuspecting consumer who will probably end up more frustrated than me. Third, nowhere in their SSA does it say that they’ll take my fridge if I choose the voucher option. I called to confirm this news and ended up having a bad customer service experience with one of their customer service rep named Sally.

Unfortunately, I forgot to ask for her employee ID#, but I would like to complain about her too! Sally was one of the rudest and snottiest person I’ve ever spoken to. I asked her about the voucher option and whether it is true that they’d take my unit. She replies sarcastically, “Isn’t that what replacement means?” I didn’t appreciate her snide attitude. Yes, replacement does mean substituting a broken item with a working one, but it doesn’t mean they get to dispose off my fridge for me. In the SSA, it only says that I get a $500 voucher to buy a working fridge and make sure I have room for it in my house (up to $500 in credit towards a replacement item if the price of the comparable replacement product exceeds $500.

We shall not be responsible for reconfiguring space to accommodate replacement product(s) when a product of identical dimensions is not available). This will be the last time I will purchase from Sears. I know my coworker has a Kenmore fridge, and he tells me his has been having issues. I’m advising him to not purchase a Kenmore replacement. My in-laws and husband no longer has any faith in Sears products. I’m going to get the word out about Sears’ crappy customer service and horrible products via Better Business Bureau, the internet, and word of mouth. I want to make sure no one else has the same experience as I.

To conclude, Sears has seriously declined in their services and product quality. I am an extremely unhappy and frustrated customer. I feel that Sears has intentionally tried to scam the consumer, me, and took no actions to make their customers happy. My husband and I are in the process of purchasing a new washer and dryer, but the sales associates at Sears lack professionalism and good customer service skills. We will not be purchasing our appliances from Sears. As for people who already have Sears products, if you’re worried about where to buy replacement parts, check online! I found that Orchard Hardware Supply stores sells replacement Craftsman vacuum bags. Good luck.

I called Sears and received generic auto-response emails. Once I finally talked to a live person, he only gave me the "we're sorry about that" and "would you like to schedule an appointment?" The service was the worst! My advice, find a reputable local repairman. You'll be much better off. The maintenance agreement is a joke. Not to mention that Sears Kenmore products are in continual need of repair. They are not your mom's old Maytag for sure. Sears service was absolutely pathetic. Avoid their maintenance agreement!

In the years, Sears products have been very much lemons. In the good old days, when they cared about what they put out, it was the best. I have changed all except for 1 of my appliances, all from Sears, in the last 8 years. This is including a TV. I have replaced them with appliances from other stores. I hope that those others value their customers and give them what it is they need. I will no longer be buying anything from Sears. And I would strongly suggest we all do the same. Save yourselves the headache and money. Read the reviews; they speak for themselves!

When I came back, he said that it was not something they normally carry, but they could get. I showed him the product from Lowe’s and he wrote it down. He then told me that it would be $22.00 a square foot. I said, "What?" He said that was what his boss said to charge. I said, “You don't even know what it is. You have no samples and it is $22.00 a square foot to install? That’s more than three times the cost for Lowe’s to do it.” He then said, “Do you want me to give you a total?” I said, "No, I'm not trying to buy all of Sears, I just want new floors.”

After he left, I called Sears with the number I was given to call for any problems with the appt. I talked to a rep and told her that I wanted to speak to a supervisor. She tried and then came back on the line saying his number was busy. She then asked why I was calling, and I explained the situation. She then tried to get the supervisor again to no avail. She told me that she would have him call me. A few minutes later, I received a call from some male identifying himself as the floor manager. I told him of the entire situation and how insulted I was that I was given such a high price without even being able to see the product. He apologized for the rep not having samples but then had the gall to tell me that Sears does not price-match and there was nothing he could do for me. So I informed him that I do not ever wanted to be contacted by Sears again and I will not be shopping at Sears.

This is unfortunate for both Sears and me as I just purchased a $2600.00 Kenmore Elite range from them and was looking to buy a very nice natural gas grill. Now I have to find a different grill from a retailer that I trust as Sears has ruined itself for me.

He asked to speak to a supervisor, & they wouldn't connect him. I thought maybe my son was exaggerating, because I worked for Sears for 30 years & never experienced such treatment as a supervisor in the service dept. Well, much to my disappointment, after being on hold for 45 minutes I got the same routine, & was unable to accomplish anything more than he did, even when I called Chicago corporate headquarters. I was switched back to the same number I had called originally. Unfortunately, I will avoid shopping at Sears in the future. It seems that Sears is not the same people company that it used to be, where they went out of their way to satisfy their customers.

The broken cabinet arrived at the warehouse on 2/20/13, which is four business days ago. I have called twice since and have been completely put off by their customer service. I asked to speak to someone in the States and they would not allow it. They told me the same story twice, saying that they would send an email message to their team and that someone would follow up with me, which never happened. Each and every time I had to call customer service, it ended in a physical headache and losing my voice. And because they could not fix the issue within an acceptable amount of time, I went ahead and ordered the item from Amazon.com instead.

I know that Amazon has much better customer service and therefore I ordered from them. I will probably have the new item before I ever get a refund from Sears, a company that just outsources all of their CS. Shame on you Sears. I will never ever do this again nor will I ever recommend your online company. It's a shame. Sears has some great tools, but their customer service has really damaged my opinion of the company. I see I am not alone.

There was another cash register in the cubicle, so we could have been helped right there and right then. But we must have been invisible that day. We did not even earn a dirty look, never mind help. We left the tool where we found it and walked out. It is not like Sears has a monopoly on this particular tool because we went to Lowe's and bought the same tool with reasonably good customer service. If I need a replacement for a Craftsman tool again, I will go back to Sears, because I have no choice, but I will not be so patient anymore. Maybe after I make a loud and rude scene, I will become visible again.

I have communicated with Sears since October 2012 via emails. I sent more than 5 emails each time explaining the problem and adding pictures they request. I have sent over 30 pictures with the various emails. Sears Mattress Warranty Customer Service continues to request more information that does not address the issue. I have requested a warranty replacement and, to this date, I have not received any calls. Meanwhile, I am disabled, and sleeping on the defective mattress is causing lots of discomfort. I have requested to have a manager contact me, included the name of Sears President and CEO, Edward S Lampert to have this reach his attention and still have not had any result, nor have I received a call from a Manager to address this. There have been no responses other than another canned email requesting again more information and pictures that have been already provided.

What does it take for a company to stand behind its warranty? How many more pictures do you need? Will Edward S. Lampert stand up to resolve this issue, stand behind a warranty and fix the enormous issue of credibility and lack of responsibility? I need to have my Serta iComfort mattress replaced!

I finally got someone to transfer me to the escalation department where I spoke to another rude, unhelpful person, who after having me on hold for 18 minutes, the call was disconnected for some reason. This person never even bothered to call me back. I tried again to get a hold of the escalation department and was transferred 12 times to various people who were rude and couldn't help me. Today is my 4th day without hot water. I have small children at home and we can't shower, clean ourselves properly or our dishes and hands. This is a huge burden and inconvenience. After spending that much money on a brand new appliance, it should be in tip top working order. The supplies and parts should be readily available locally, especially in a situation like this where we have no hot water. It is inhumane to do this to anyone. This is an emergency, yet it's not being treated as such.

On Feb. 13th, I browsed the internet and came across several upset people on various sites who have also expressed anger and have complained against Sears. Rather than posting anything at that time, I decided to contact smsupport@searshc.com and tell them what's been going on. I got a reply back from Nuray ** giving me a contact number to reach them. I called on Feb. 13th, 14th and 15th, only to get a voicemail. I sent them an email and no return anything. Today is Feb. 15th. My part got delivered on Feb. 15th. As directed, I called to set an appointment for install. I was told I have to wait another 5 days. Feb. 20th was the soonest I could get in. That's going to be 9 days without hot water in my house - at fault of Sears. It's amazing to me a company that has been around for so long has such horrible customer service and not enough technicians to see to it that emergency situations like mine aren't resolved immediately. It's crazy that I have to go 9 days without water.

Unbelievable and inhumane. I want justice to be served. I want to be compensated for the huge inconvenience this has caused me and my family. I want someone to show some compassion for what I'm going through and get this fixed today. I want a brand new water heater. I want Sears to take responsibility for the terrible position they have put me and my family in.

A service technician came out to our house a second time and charged us $280 and said he fixed our fridge. He didn't. Now the fridge/freezer doesn't get cold and the ice maker he disconnected to do the repairs does not work since he put it back together. Since they have taken it apart, they broke my ice maker and messed up a wire on the fan motor, which they charged us to fix after the second tech broke it! The fridge won't get cold. I want my money back for the repairs. Nobody is responding or doing anything about this. If the technician would have just told us he couldn't fix it, we would have put the $300 that was charged us so far to do absolutely nothing but make the fridge worse towards a new fridge.

On Wednesday, he said it was fixed so we went to the store and bought food, only to find out it wasn't. I want my money back! You can't just take my money and to make things worse, give us nothing in return and say oh well. Then I called and the lady said I would have to pay another $80 when they come out again. The second repair guy didn't even give my wife a quote. Nobody is even trying to help us. I can't believe Sears would do this to us. They have really gone downhill.

I called Sears and was told they did credit my account on Jan. 10 which I told them, "No." I just looked at my account and there was no credit from Sears. I even copied my bank statement, went to my local Sears store, showed them but because I bought the mattress online, they couldn't help me. Go figure, so they gave me a fax # to fax my statement for review so I faxed them my bank statement.

I have no idea who is reading my bank statement, because they would not give you the phone # to the people who requested it and when you call Sears, you get the runaround and that famous 7 to 10 business days which now has been about 45 days. Sears has been a household name for probably a 100 years, but I feel they won't be around much longer with business practices like they have. The customer service is horrible and the fact that I have spent hours on the phone and going to a Sears store just to get my refund and having to provide my personal bank account info to God knows who makes me mad as hell.

Sears, you have lost me as a customer and every chance I can, I'm going to tell my story in hopes others will also stop doing business with you too. For a screw up, you did not help me. I've also had to take time to write this in hopes it might ring a bell to someone at Sears who cares that a longtime customer has been wronged and you would like to right that wrong because you care. I'm dreaming, right? Folks, if you're reading this, be cautious when dealing with Sears but if you can, shop somewhere else and avoid the headache.

Sears better realize that if they continue to sell poor quality products and provide poor customer service, customers will stop purchasing products from Sears, as I have vowed to do. The more customers who take this action will force Sears to change their ways. If not, it will be just another business that goes bankrupt and these individuals who claim to be managers in their Executive Customer Service will be out of jobs. Sears, you need to get your act together.

This was my husband's Christmas present and it really hurts that Sears would treat someone like this especially around Christmas in this time with the economy like it is. I live on a fixed income and I can't afford to give $228.82 away. The one manager gave me back half of my shipping, but that is all they have done. I've asked for my money or the product, but they won't do either one. I would appreciate whatever help you can give. I've also reported this to the BBB. Thank you.

After waiting several months, I realized I never received a phone call in reference to the dehumidifier and called the toll free number listed for Service Questions. The representative informed me the dehumidifier was recalled and I was to come and retrieve it and then follow the instructions on a recall website she gave me. I asked her why I hadn't received a phone call from the Repair Center informing me they could not fix the product and she did not know the answer to my question.,

When I went to the Service Center to retrieve the dehumidifier I was informed by Mike they had discarded it. I immediately asked Mike how he could just throw away my merchandise. Not only did I not get a call informing me they couldn't fix it, but I also didn't get a call stating they were throwing away my merchandise. I asked for a manager and he stated he was the manager. I then asked for his manager and he went towards the back of the store claiming he would go speak to his manager but doubted he could do anything for me either. He later came out and, much to my surprise, informed me there was nothing they could do for me. I asked if they were at least going to refund me the $43.45 they charged me for the initial fee and he said no.

So, basically, I just paid Sears money to discard my dehumidifier for me?! I was very upset and asked Mike to write down the address and telephone number for the Sears corporate office and he informed me he did not know it. I then asked, "How is it that you work for Sears and do not know the corporate contact information?" His response was, "Where do you work?! Do you know their corporate info?!" After this response, I realized it was a waste of my time to continue this conversation with him and then asked him if he can write down his name on a piece of paper because I was holding my 8-month-old baby in her car seat and my hands weren't readily available. He responded, "It's on my name tag, you write it down!"

According to my receipt (encl.) it states: "If merchandise is not picked up within 60 days from the date of customer notification, Product Repair Services will no longer be responsible and reserves the right to discard merchandise." I never received any notification at all from Sears.

They headed out with the rest of the stuff and said the cooktop would be delivered at a later date. Great, except they showed up three hours late on Christmas eve so I sat at our empty house waiting for them while I missed our family Christmas party. I should have been mad, but I felt more for the delivery guys being forced to deliver on a holiday than me waiting. Then it got bad ...

The store couldn't find the cooktop and the national delivery number said it was delivered. Finally, I just went for store manager, Tracy. She quickly ordered a new top and scheduled a prompt delivery. Great. The cooktop came; we later opened the box. It was damaged. The knobs had been bent and one rubbed the high low print right off. I called the store. They said call Warranty. I called Warranty. They said call Delivery. I called Delivery. They referred me to a product specialist. He then put me on hold. I was disconnected.

I called back. I was put on hold for thirty minutes, hung up. I called back. They transferred me back to delivery. This guy transferred me to an unknown department. She said they would deliver a new one, great. I simply asked that it not be delivered and that I wanted to pick it up at the store to a) save time, b) not be forced to take time off work to wait for delivery. She said that couldn't be done.

The next day, I called the local store and spoke to the appliance manager because I had little faith in anyone I talked to via the national numbers. He was more than willing to make sure the item was ordered and to call me when it arrived at the store as he had no reservations with me picking it up. So. I'll see what next week brings when it is supposed to arrive. I'm glad I called him as, once again, the national number produced inaccurate results.

In conclusion, I feel as though my story echoes many others who trusted Sears. Sears customer service does very little servicing, and the people at my local Sears store saved me from insanity. My advice to others: bypass Sears. Head to your locally-owned appliance store. Pay a little more. Be content that you never have to deal with Sears' customer service. I'm fearful of the day when repair work may need to be done. Hearing coworkers' experiences leads me to believe I'm in for another wild ride.

In a last ditch effort to have matters resolved, I wrote letters to Sears Chairman Edward S. Lampert and CEO/President, Louis J. D'Ambrosio, hoping to get justice. A month later, I have yet to even get an email acknowledgement, never mind a reasonable reply. Poor service and untruthful explanations just seems to be part of the deal, like having air in your tyres. Sears have ridden roughshod over this consumer. You should think twice before exposing yourself to the same unhappy experience.

Note: The manufacture recommends a GFCI outlet. I also plugged a fan into the GFCI outlet for her and it operated fine. Regardless, the operator insisted I plug the unit into a regular outlet before she would schedule service. After repetitively requesting a date for service, I complied with her request and the unit still did not operate. Finally, after more than 30 minutes of arguing with her, I got an appointment but it was weeks away in November 2012. After much more arguing, I was transferred between numerous departments repeating the whole scenario over and over until finally I got to a woman who could pre-approve the reimbursement for a rental but she could only fax it (because her CPU program would not allow her to generate a hard copy or some excuse). She agreed to call back with an address and approval # for me, but while waiting for her call back. I noticed a weird smell and discovered that the unit was smoking and had to be removed from the house.

I had to get help to get the unit out of the house. Needless to say, I reported this directly to the same rep who called back with the approval information - while they were getting the unit out of the house. She gave me the information while I was trying to deal with the smoke and said she would mail out the info for rental. Damage to the doors and wall were incurred. No offer to repair it was made.

Sears reps were not the least bit concerned about the incident (Needless to say, I never received info in the mail for reimbursement and I had to use a laundromat 45 minutes away for weeks). After they finally came in November, parts (electrical boards) had to be ordered just so the unit could be inspected. It was several more weeks, then they returned and that did not repair the unit. A pump and another part were required; again, it would be another two weeks.

Finally, it was repaired; so I thought and I was very skeptical due to the smoke incident but used the unit and it was only a week or so before the unit flooded the floor, water pouring out of it. Water ran under the flooring into crawl space. I again called for service and again had to wait two weeks. When they came out on January 15th, it was determined that the cold water valve failed. Again, the repairman ordered the part (which arrived the next day) and scheduled service, to my amazement, on the 17th. However, on Wednesday, I got an automated call telling me to call the service center to reschedule the appointment. I called and spoke to a man and he said that they just needed to confirm the parts were in and since the parts were already here, the repairman would still be out.

But today, the 17th, there was no repairman. So I called and was told the appointment had been "forced" so it was kicked out and that they could not issue me another appointment and I needed to speak to a person in the Contract department who informed me that they could not help me either with scheduling an appointment - rental or replacement and transferred me to Consumer Relations who also could not help except to address the possible damage from the water and the first incident. All they could do is to call me when an appointment could be set.

I was told that I did not meet the criteria to receive a replacement and this time no offer to reimburse was made (although in all fairness, I did inform her that the only rental place was 45 minutes away and that they required me to pick up the unit - sign a contract and that I had no way to do that. I did ask about being reimbursed for my gas to go 45 minutes to a laundromat and cost to do my laundry). There was no offer to do that though, not part of the reimbursement policy, I assume. All she could do for me was to transfer me to a company to report the alleged damage.

All I accomplished in the two hours on the phone was to get claim #s issued for my alleged damage, as they pointed out, which would have to be investigated. I just want a washer that works and apparently it has not been serviced enough within the last 90 days as I was told to warrant replacement. So now I must just wait for a call. Great!

To my chagrin, the turntable arrived during the week between Christmas and New Year, and because I was out of my office, I did not know about this until 1/2/13. When I came into the office, I was shocked that something I had cancelled, was on my desk. I called Sears.com immediately to see how to return this - can I bring it to a store or get free shipping return, since it was not my fault?

Again, I was disappointed that I could not return it to any store (part of the reason I bought from Sears.com was so that if I didn't want it, I couldn't just return it). I would have to ship the 14-lb. item that I thought was cancelled back to the California warehouse at my own expense. I spent $20 at USPS shipping it back on Monday, 1/7/13, and USPS said it would be shipped to the warehouse on 1/14/13. I chatted with the man today to see where my refund was and again, to my surprise, it was another disappointment. Sears claims they still have not received the item?

Summary of this: I got an item that I ordered ten days prior to Christmas, 8 days after Christmas. I was promised this item was cancelled so I bought another turntable, but it arrived. I had to pay an extra $20 to ship it back to the warehouse, and now it's missing. I basically lost $110 and not one bit was my fault nor can Sears or any of its customer service members help me with any of this.

My complaint is this: If I order something from your company and never receive it, I should have my money returned back to my credit card. I did what I was supposed to do; somewhere UPS or USPS lost the package or it was never sent. I am on a fixed income. I do not have $91.99 to give to Sears for their mistakes in hiring UPS that has a very bad track record with their delivery services.

By December 28, I took over trying to get results from them. I, too, have received nothing but a runaround. First, I was told that he had received the monies, which was a lie because no money has ever been refunded. Then, I was told that the refund was processed, but they have no idea where it went. They would have to submit an order to have the refund manually done, because apparently the holidays had messed up the queue process. Holidays should not have even been an issue because this transaction took place way before the holidays.

As of today, January 16, we have still not received this refund. We are now nearly 4 months into this. This is totally unacceptable for a company of this magnitude to treat their customers in this fashion! Why is it that if we owe money to a company and it is not received, they can turn us over to the credit bureau? But if the company owes you money, they can treat you like you are an idiot?

Today, I will be making one more call to the customer solutions department, and if I receive the same outcome as before, I will be taking this to the district attorney's office. I will be calling the Federal Trade Commission to file a complaint, and I am filing a complaint with the Better Business Bureau. This has gone on long enough. Never will I buy from Sears again. They are a lousy company when it comes to customer satisfaction and rapport! This is one of the worst ordeals that I have ever seen when it comes to solving an issue. Two hundred and ninety four dollars is not something that will just be pushed aside and forgotten. This is a major issue! I want some answers and I want this refund!

I have left my number for a manager to call me last week, during the previous round of automated calls and requests to speak to a manager and a manager never called me back. This is the 2nd of the 6 appliances that we have had to have maintenance on in 18 months. Obviously, the appliances need a maintenance plan. But don't buy from Sears unless you are willing to speak repeatedly to idiots over several weeks until they can finally get parts ordered and everything repaired.

My mother has never been on a vacation in her 51 years and because of the news, she wanted to take one as soon as possible. After we were advised of the diagnoses, we booked a trip through Sears Travel, as they had financing options available. We booked the trip on September 14th to travel at Christmas. My mother's follow up with Dr. ** was on October 4th. At this time, she was advised that she did not have Chronic Lymphocytic Leukemia and that she did have a rare cancer called T-Cell Prolymphocytic Leukemia. At this time, I immediately sent in the paperwork required to cancel the trip as we were advised my mother would have to undergo chemotherapy for 12 weeks, 3 times per week. We were no longer able to attend our trip. Sears has declined our claim to cancel. This was a nearly $4,500 trip that we're required to pay for that we did not take. I advised that we would be content with rescheduling our trip to March but they have not been accommodating.

Secondly, they say they stand by lemons. Not so! I purchased a dryer 15 months ago, placed 3 calls within 10 months, and they would not even consider replacing it. Five months later, when it stopped heating for the 5th time, I placed a service call on Nov. 17th. On Dec. 12th, the tech arrived and incorrectly diagnosed the problem. He automatically assumed that the vent under the house was clogged and instructed us how to correct it. My husband followed his instructions and the vent had no obstructions. On that same day, I placed another service call and expressed my frustration. At that point, they scheduled my service for today, Jan. 8th (25 days later). It has now been 7 weeks and 2 visits from a Sears technician and I still do not have a functional dryer.

The dryer is now heating, but it is taking close to 2 hours to dry a normal load of clothing. I have always been pleased with Sears appliances. It seems that since my dryer has been discontinued, I am led to believe that I am not the only customer that has had excessive problems with this model dryer. Due to my frustration levels with this dryer, I just want my dryer replaced. The quality of service that I have been receiving from this maintenance contract has discouraged me from renewing contract.

As the manager was walking me to the door, I explained to him that he was very rude for not taking the time to call another store or to check online for me. I told him that I waited patiently in line for him to service me. He asked me to come back into the store and he would look, but I explained that I was already out the door standing in the cold and as a manager he was very unprofessional. I wanted to purchase some more big-ticket items, but when you call customer service, I found that none of my complaints were recorded and the associate stated that district managers only respond to price discrepancies. It would seem that is why the same kind of bad service continues if no one is monitoring and auditing the customer complaints.

The customer service associate asked me if I would like her to take my complaint, and I reminded her that she just explained to me that no one responds.

Then I was put on hold with a customer service rep for over an hour. She then returned and stated it didn't matter if they sent a new tech out as they will see what the first one said and the second one will say the same. I asked for a supervisor and she stated that she was as high up as I can go even though she was just a customer rep. She apparently has no supervisor which is hard for me to believe. They said they will submit a complaint about how the tech treated us but his absurd diagnoses will stand and our door won't be fixed. The door fits perfectly. It still has the hinges as you can see in the photo below. If I was abusing it by jumping or putting heavy things on it, it shouldn't look new after 10 years and the door should not be fitting in place. There is not even a scratch on the unit. It appears the inner door liner gave under the constant use of 10 years. I followed my contract and paid for the warranty.

Now, Sears needs to do the required repair and stop making stupid assumptions because none of them adds up. Things do give after 10 years and they should fix the door. I did look at a part site and the inner liner door which is the only thing wrong with it cost $146 which they should be able to get cheaper. The only thing that doesn't work is when I opened the door, it went almost to the ground. It is fully attached and it fits perfectly in its spot as you can see in the picture. I also attached a picture of the inner door liner where it gave way. There reason is absurd. I should have a right to be heard and this error corrected. Thank you for listening and your help in this matter.

I am writing this out of extreme frustration, but given my experience with Sears Warranties, I expect a continuation of what is the absolute worst service I have ever experienced.

My Sears Kenmore microwave oven (Model 721.80033700), purchased in June 2009 and under a (so-called) warranty until October of 2014 broke on October 17, 2012. I called for warranty service, and I was told that parts (a new door, vent at the top of the door, and the light and socket underneath the microwave) were ordered and a repair technician appointment was set for November 7. No parts arrived, but the technician did. He said that no parts had been ordered. He then ordered parts and said I would have to arrange for a new repair appointment. When the parts arrived 8 days later, they were the wrong parts for my microwave!

Now it gets really frustrating. After 10 days, no parts had arrived, so I called warranty service again. After 40 minutes on hold from being bounced to various helpers, I was told again that no parts had been ordered. To save space, I am going to summarize the next month. Four times I called the warranty number. I was put on hold an average of 30 minutes. I was told that parts were ordered and scheduled a repair appointment. All four times, I was later told that no parts were ordered.

On December 7, I called again.Over a period of one hour, I spoke to Julia, Steve, Phil, Celeste, Cindy, Keith, then to Warranty Service expert, Taisha, who was surly and unhelpful, then a parts order person, Mike, who once again said that he could find no record of parts being ordered. Mike promised me that he actually had ordered the parts: Door Assembly (ADX 33688804), Vent (MDX 38927302), Lamp socket (6620G0007A), bracket (4810W1A150C and bulb 6912W1Z0048).

I was told that the earliest available technician was on December 26, almost three weeks. The parts came around December 17. When December 26 came, I got a call saying that bad weather (we had a cold rain) kept the technician from coming, and the repair date was reset to January 2 with the technician arriving between 8 am and noon.

This morning, I got a call from Sears saying that we were first on the list and the technician was on his way and would be at our home shortly. Just before noon, I called the warranty number, and after another 15-minute hold, I was told that the technician's truck had broken down, and once again, the appointment was cancelled. The next earliest date I was given was January 14. I had already taken off two days from work for cancelled appointments and I cannot use my entire vacation day allotment for Sears' missed appointments. I was told today that it is set for Saturday, January 19, three months from the breakdown.

This is absolutely the most appalling abysmal service by far that I have ever experienced. We have bought many appliances from Sears over the years, but never again. I am starting to believe that you do not exist, and that all calls are routed to Russia where whoever answers just listens and hangs up.

If I could give you a business rating and I am going to send this to the Better Business Bureau and the State of Virginia Office of the Attorney General, I couldn't rate you low enough. It would have to be below zero or F triple minus.

I expressed my frustration and asked why I needed to wait for their vendor when I bought this item from Sears and not their vendor and why Sears could not just do the return. Many calls and hours were wasted getting the runaround from Sears. They kept saying they were trying to get in touch with the vendor. I called again on Oct. 26th, Oct. 30th, Nov. 2nd, Nov. 8th and again on Dec. 31st of 2012. Each time I called, I was given the same answer with no real resolve. I am certain that this could go on forever and that they have no intention of returning this product.

As of 12/26, I still had not received my items. Email was sent to customer service. I received the same generic response about their research "specialists" being on my case, how important my satisfaction as a customer was & to please take our satisfaction survey. What a bunch of malarky! Bottom line, there are no Christmas presents. They've got my money & I have no product! It's no wonder this once great company is in trouble with customer service such as this! I personally will never purchase from Sears again!

That didn't add up & I told the manager I was getting 3 different stories. She apologized but would not offer to pay for the repair. I told her to throw the mower on a junk pile. I felt sorry for Sears' retirees 15 years ago when their pensions were revoked. Now, however, not only are Sears' employees getting the shaft, so are its customers. I'll be buying a Husqvarna mower this spring & will be hard pressed to ever shop at Sears again.

When the delivery man came, they had only sent me a mattress, frame and one small box spring and I needed two to make it a queen size. I called to tell them about the mix up. They charged me almost $200 for a mistake they made; however, they took off the delivery charges. Keep in mind, I talked to three people asking them if my order was correct, that I need a queen size mattress and queen size box spring. Well, they delivered my other box spring on the 17th and the guy did not put the frame together saying the first guy should have done that. I called to explain and they said, "Oh, we can have someone come on the 24th." I said, "Forget it." Will I ever buy anything from Sears again? No.

Of course this did not explain why the dryer would oftentimes not come in and why it took 4 hours to dry 3 small hand towels. This was not the reason why the dryer did not work in actuality. The real truth came out later. After multiple calls, I called Sears Customer Solutions. They scheduled another tech to come out supposedly on Nov. 6th. The guy never showed up despite the Sears promise. So, I called corporate yet again and they got someone to come out on Nov. 14th. The tech showed up and said that a wrong part was ordered and installed in the dryer in August and that was causing the dryer not to work. This was 3 months after repeatedly complaining and being without a working dryer. This tech ordered the correct part on the 14th and scheduled himself back for the 6th of Dec. Well Sears cancelled the appointment on the 6th as the correct part was back ordered.

I called Sears and was told to call as soon as I received the part and that someone would be over that same day as the part to install the part. Well the part did not come until today, the 19th of Dec., but when I called Sears, no one could come to install the part until perhaps the 22nd - 29 calendar days after the part was ordered and 4 months after Sears broke my dryer by installing the wrong part. The protection agreement gives Sears 28 working days to fix the appliance or else they have to replace the appliance. But after 4 months and no dryer and repeatedly being denied by Sears, I have no solution from Sears. Sears denied a replacement request, despite it being 4 months since the August wrong part replacement and 36 days and counting since the correct part was ordered and the latest technician diagnosed the problem.

Sears is not acting fairly; Sears has refused to replace the dryer that they broke. Sears thinks it is perfectly acceptable to allow their customers to be without a major appliance months on end and they give their customers no reasonable solution. A reasonable customer would not think that it is okay to be without a dryer for 4 months.

It turned out the parts were not correct and additional parts needed to be ordered. At this point, we made several calls to Sears Customer Care and the Escalation department who continue to be unwilling to make a 1-month exception and have it replaced. We have even tried to work with them and suggested if they replaced the unit, we would cancel the insurance claim. We just want a working washer ASAP due to the living circumstances. It has now been almost a month. Sears declines to replace this 4-month-old unit and continues to drag us along with their repair policy. With their inflexibility over a 1-month difference in policy and lack of concern for the disabled to rectify the problem, they choose to frustrate a long standing repeat customer rather than choose the simple solution 1 week before Christmas! Wrong choice, Sears, and this will affect our future purchase behavior as well as word of mouth to all our friends and family.

No credit appeared so I called back and went over the whole story again, was put on hold again, then they came back and said they would connect to a supervisor again. And then I was put on hold to the general hold line. I was still on hold half hour later. So far with all the calls, I have spent over 1 hour and 30 minutes so far. They just answered the phone 1 hour and 40 minutes later, said they did credit, but they didn't. Now they want me to fax my bank statement. I'm never again shopping at Sears!

Now I wouldn't have missed him "if" they had called the correct number. I asked several times to speak with the supervisor and this was not allowed. I have been calm and frustrated at the same time. The lack of customer service I received is unacceptable! Kathy said someone would call me today. It was me that called Sears on 12/13/2012 and was asked to reschedule for the 19th from 3-7 again. How does this happen? Honestly when I, the customer, did everything by the book. FYI, my spouse was home 12/12/12 at 3. The tech did not come to my house. I don’t think I will or could buy my appliances through Sears again.

My family celebrated Christmas early due to a family member being diagnosed with cancer. The item was for my granddaughter. I didn't have time to send it back and if I ordered the correct one, it wouldn't be here until January, way after Christmas. The best that Sears would do was a $10 gift card. The chair was $44, on sale for $40. Really! I asked to at least have half the credit if not all. Better yet, credit it completely for the inconvenience and send the correct item out for free. I used to work for a company that did that at Christmas. Of course, they refused. I should have taken my family member's advice.

When the technician arrived, I told him where the heater/AC unit was located and that I was under the understanding that it was covered under my master warranty, which was the same thing I told the call center employee. The tech looked at the unit, figured out that a fuse had blown and replaced it. Then, he went to his truck to write up the paperwork for the warranty repair. He then came back with a bill and told me it was not covered.

I was furious. If it was not covered, the person setting the appointment should have told me that before scheduling the appointment. Then secondly, the repair tech should have told me it wasn't covered before he did the repair or at the very least given me a written estimate prior to doing the work. Consequently, I paid $238.00 for the repair. I was misled from the start. I feel that we were not dealt with honestly. I am very disappointed in Sears and their suggested resolution. I will be sharing my experience with others.

We received automated confirmation calls on the evening of 12/2 and morning of 12/3. At approximately 10 AM on 12/3, my husband called Sears, only to learn that the tech had called in sick and the service call had been cancelled. He was told it would need to be rescheduled to 12/5. That same day, I asked a representative of AHS to confirm with Sears that the tech would arrive on 12/5, which she did. It was confirmed and so noted in my account. On 12/4, because no confirmation call had been received, I called Sears to confirm service on 12/5, only to learn they had no service call scheduled (even though they had confirmed this with AHS on 12/3).

The service call was then rescheduled for the third time to 12/8 between 1 and 5 PM. At 1:40 that day, I called to confirm that the tech would show as scheduled and was told he would be here between 3 and 5. Because of prior disappointments, I called AHS and spoke to a representative to request he call Sears and confirm this day's appointment. He did and advised that it was indeed confirmed for 3-5 PM. Approximately 30 minutes later, I received a call from Sears stating the tech would not be able to keep the appointment. After much time of trying to have Sears honor their third promise to appear, I was promised a fourth appointment for Monday, 12/10. Today is only the 8th, so I have no idea whether or not they'll be here on the 10th or not. In the meantime, we're living out of a Styrofoam cooler and the back porch, relying on Mother Nature in Wisconsin to keep items from spoiling.

I called Sears today and was told they would come out between 1 and 5 pm on Dec. 11, 2012. I said okay but I am leaving on the Dec. 12 to go to Jamaica until Jan. 6, 2013. This will be the 6th time. I'm out of hope that Sears can repair the unit. This time, it's the motor control switch. Hopefully, they get the right part this time which is the most costly one of all. After three parts already installed by service tech, it still has not been fixed 30 days later. Sears can't even fix one product. I'm not happy.

The other night, we came home and the AC/furnace was not working again. The contractors came back out and said that the furnace was set up for natural gas and not propane and it burnt out a switch and "shut off" the whole system. They converted it to propane, and it’s working for the moment. The contractors say that Sears didn't tell them that we were on propane. We had been using the furnace on the wrong fuel source for over 6 months! In the 6 months we've had the system, there have been over 9 problems and I've had to call them over 25 times. They put our entire family and home at risk with installing the furnace for the wrong fuel type. The safeties that are in the furnace didn't stop it from being used. This is a major fire hazard, and we are lucky our house and family wasn't injured and damaged.

Sears finally agreed to a HVAC tech coming out but won’t agree to pay for anything until they have a bill and speak to that tech. They refuse to discount the furnace/AC because it's "working right now". Nothing to make up for the 6 months of rearranging schedules, broken AC/furnace, frustration, 25+ phone calls, 9 service calls to fix it - that in the 6 months we've had the system, we have had problems every single month! Their defense was that whenever we call to have them come fix it, they sent someone. (It’s under manufacturer warranty, Sears’ warranty, and we bought a 2-year protection plan with them - so they have no choice to come out and fix it.)

My husband and I paid out of pocket for a licensed HVAC technician (not Sears affiliated) to come out and make sure it was working properly - we were afraid to use it. After paying that much for something, I had expected better quality and service and not constant inconveniences and frustrations for the last 6 months. I don't feel they advertised their services correctly or their product. I spent $12K for something that I had expected to last and work for years, and it hasn't even worked properly for 1 month without issues. We asked that the price be discounted to a more reasonable amount for the inconveniences and problems as well as the gross negligence and irresponsible carelessness of not installing it correctly, which put my family and property at risk. They came back with a measly 5% discount ($600), which is what they apparently believe our family's safety and property are worth.

The following day, the water line broke and flooded the kitchen and downstairs. I had a private contractor come in to fix the water line from the sink to the refrigerator. On Saturday, Dec. 1, the technician finally came out and said there was nothing wrong with the refrigerator. He used some "tools" to diagnose the refrigerator. He left after 5 minutes. The phone receptionist I spoke with to schedule the Dec. 1 appointment was rude to me and would not put a supervisor on the line or tell me who to contact to lodge my complaint on scheduling for the 1st. In the morning of the 3rd, I noticed there was no ice in the automatic ice maker. I turned the water on along with the ice maker. In the evening, I noticed water again coming from the bottom of the refrigerator. The original issue was never resolved.

I called Sears service center again to get a technician out to the house. The earliest someone is able to come out is the 15th, which is totally unacceptable. The phone person I spoke with was overbearing and wanted to lecture me. I explained my frustration with her, but she still lectured me which I told her to stop numerous times and just give me a date. I finally had to hang up and have someone else call. This new date and job performance has been totally unacceptable. I don't need customer service reps lecturing me or being sarcastic about turning the water off. The purchasing of this service agreement was a mistake. I will not renew and I will never buy anything from Sears again. I wish I had spoken to my coworkers beforehand because they don't like Sears' service agreement either.