Sears Reviews

I had to schedule another service appointment, and wait for the service technician by taking off from work. When I called in the morning to find out approximate time, a rude woman at the service department told me that I will have to wait from 8 am to 5 p.m--and there is no way she can tell me what time the service technician will arrive. I called again, and a man at the service department told me that the service technician will come between 3 - 5 p.m. I came to work to salvage what's left of my work day. Then at 10:47 am, a woman calls to tell me that the service technician will be coming to my place within the next few minutes. This is the worst service experience I have ever had, and I am determined not to buy ANYTHING from Sears again. In fact, I just replaced my Kenmore washing machine, and I shopped at Lowe's. Say "No" to Sears!

I have lost food items four times due to malfunctioning freezer and wasted a lot of time cleaning the freezer after meltdowns. On top of that, I have wasted more than 2 days worth of annual leave waiting for Sears service people to get their act together. They don't carry parts for servicing appliances and re-schedule appointments, wasting precious time of customers. I am sure they like it because they can get paid multiple times for the same simple job! I guess job security is their short term priority. At this rate, poor customer service will drive faithful Sears customers like us away and drive the company to ground.

Bottom line is that I need to stay as healthy as I can to be there for my sister who is totally dependent. I'm more than happy to pay for an upgrade, but Sears keeps changing the rules. First they say the machine has to break four times. Now they say it has to break four times within a year's period. Although I've talked to several 'supervisors', each one is different and hasn't the slightest clue what I'm talking about. Meanwhile each time the machine breaks, it takes about three weeks to repair (Repairman makes a diagnosis, parts have to be ordered, repairman (never the same one) makes a second visit if parts have arrived to fix, it breaks I call repairman comes to diagnose, etc.) It's a real lemon. Please give me some guidance.

My health has declined, my nerves are shot. Over a dozen missed days from work.

Dealing with this one order stressed me out just before Christmas and really had me upset because all 3 items were for my dad and 1 item wasn't something I could find just anywhere. Because Sears failed to deliver, I had to go shopping on Christmas Eve and spend more money. You can bet it wasn't in a Sears store!

I cannot wait 18 days to have my snowblower repaired and intend to contact a local service center (not Sears) which I will have to pay out of pocket. I am a Senior and cannot shovel snow.

Cleaning for 3 hours, putting kids and dogs outside, very scared and the smell still being in the house. Very lucky that myself and husband put it out as fast as we did. WE COULD OF BEEN HOMELESS! My husband took the microwave down and put outside.

I do not have a functioning stove. The stove is only five years old and I'm probably going to have to replace the stove. In the interim I have no stovetop to cook on.

The crown of everything was when technician finally came to inspect a cracked fridge door handle, he was pulling on it until he broke it off completely, told us that he has to order a part and that he will come again in 3 weeks. When the appointment time came, we've got a call that technician won't show up as he had an emergency (like he is a surgeon or something) and they don't know when he will come, and they promised to call back within an hour - it was 3 days ago and we are still waiting. In the meantime, for 5 weeks plus we are using a stool every time we need to open a fridge door to reach for the top where we are able to grab a doors edge.

What gets me the most is that there is absolutely nothing you can do. The customer service representatives would promise with robotic sounding cheerful voices that they would send an email with complaint to another department and that's the most they can do. When asked to be transferred to their supervisor they answer that the supervisor is not there and cannot take my call. This is just a tip of the iceberg - if I remember all ridiculous occurrences of incompetence, unprofessionalism and obnoxious ignorance of Sears Customer Service staff, I could write a book. And all this happens after they were getting approximately $800.00 every year for maintenance service from me for the last 7 - 8 years! I really could not imagine that a company like Sears would get so low in the level of Customer Service. It goes without saying that I'll never buy anything from Sears again no matter how hard pressed I am to do so and how low their prices are.

Combined, my wife and I lost wages for approximately 3 - 4 days when we've waited for appointments that never happened. We were forced to live without washer and dryer for a period of about 2 months, we are forced to continue opening the fridge door reaching for the top like contortionists - I am not speaking here of intangibles like our frayed nerves.

Now I wait another 8 days and the plumber goes to pick it up on said day only to find out from sears store that model number does not exist, They do not know where she got it from. I called plumber to tell them to call Sears and cancel the heater and installation, and a women calls me and I inform her of the messed up situation. I still have no hot water, canceled everything. Now I have three different water heater purchases on my Sears Card, how stupid is that. I call today to tell them they said the papers I received will be taken off my bill, what about the interest they charged me? Who can I call at Sears who has a brain that can help?

Physical value of our service ticket was $55. The replacement Whirlpool dishwasher we selected ($349 value sales item # DU1055XTSQ white) is not available, and now we are wondering, why aren't our dishes clean?

The newer, smaller box costs $2199.99. My larger box, at the time, cost $1699.99. As you can see the cost has increased as most things have. I told marvin charles that I couldn't accept the smaller box because I needed every square inch I had and more, my tool box was full. SEARS, Marvin Charles and Liz Harris told me they were only willing to replace my box with the smaller box or the original price of $1699.99 that I paid 13 years ago! So I can either accept a box that is to small, or a check that is to small to replace my current box. I asked if they would at least be willing to give me a check for the price of the new smaller box of $2199.99, so I could put that money towards a better brand box. THEY SAID NO!

I've been a mechanic for 22 years at the same place and I make my living with this box.The box is coming apart, some drawers don't open all the way, it is slowing me down. With today's economy, I need to be more efficient not less.

Since Sears did not want to help me, I sent the bag to Mr. A. Lewis CEO. I waited then sent a second letter in Jan of 2007. To date I have heard nothing nor did I receive the bag back.

I have loss of use of a major appliance for over 1 month and water damage to my home.

Finally, after three months of waiting, I got my TV back. It was a Saturday 29 of December 2007, but the dissapoinments were not over yet when I found out the TV was worse that before as the upper corners of the TV were oval shaped the picture colors were really dark and the letters on the left side margin couldn't be seen. My oldest TV look better. I took it back on the 31st, I also took some pictures of these descriptions, they took it in and this time it only took them a couple of weeks trying to fix it. When I went to pick it up last Saturday 19 of January. I requested to test the TV on site before I take it home and sure enough they didn't fix it completely, the colors were off and the margins were of too. The employees from the repair center were witnesses, they didn't hesitate to send it back, but at this moment I have reached a point were I don't really want to deal with this any more, I want my money back, I never want to have anything to do with these people.

I have spent over 10 hours on the phone, I've spent gas money going from store to store trying to find help, overall a lot of time, I was discriminated against. I spent the holiday without my TV and denied my guest. Discomfort for knowing that I was throwing my money in the trash.

Anyway, I conceded and asked him to call the other Sears, which he did and they did not have any camcorders available. Needless to say I was very upset, because I needed the camcorder to tape my son's wrestling match which was being held the next day and I had to leave for the tournament at 6:00 a.m. and could not come back to the store. There should be more the one key in the whole store of Sears in order to open these cabinets. I asked the salesman if I could speak to the manager. He came back saying the manager was dealing with another issue and would not be available to speak to me for another 20 minutes. I told the salesman that I was very disappointed with Sears and that I was going to write a letter.

In the meantime, I'll have to purchase a new TV so that my daughter will have some form of entertainment while she's recovering from her surgery. I thought about canceling my warranty agreement and asking for a full refund, but to my dismay, the cost of service and repair could possibly be more than that, and then I'd be out even more money. The bottom line is that they know you have no other choice but to put up with their crummy service. I feel that if they can't handle the work load, they should contract it out in order to give the customer the service they thought they purchased.

The economic damage is that I'll have to purchase another TV or rent one for a month until Sears gets their act together and comes to fix it. I'll never purchase another appliance from Sears again--I've learned my lesson.

So, here is what we dealt with since 11/15/07... 1. Numerous calls trying to schedule appointment when we did not have the part. 2. No one knew where this $2000 part was 3. Numerous hours on the phone 4. Bitterness and anger of waiting and talking with someone different every time, repeatedly telling them the same story over and over 5. Numerous hours we wasted waiting on the service technician only to find out nothing could be done that day 6. Having a service call scheduled 1/12/07 but the technician cannot even access a part in a building that is supposed to open. 7. Dealing with these problems on to wait till 1/22/07 instead of getting the job done 1/14/07 because that is policy but there is no policy for customer satisfaction. WE JUST WANT THE PART INSTALLED! 8. We have waited 3 months for a part to be replaced!

Called Sears again and was assured the technician would return immediately following his next call. Never showed or called. Called Sears again around 5:30 pm to ask when the technician would be arriving. Was told he would arrive on Monday (two days later) Dec. 31st prior to 5 pm. Called Sears at 3:00 pm on the 31st to check status of call and was informed by the electronic message the call was scheduled for January 3 between 8 am and 5 pm. Called Sears to complain again. Spoke with a concerned rep who promised to pass me on to a person who could help me--and promptly hung up.

The temperatures tonight will be in the 20's and 30's. Our house is so cold we are forced to huddle around the fire place which ads little comfort especially when going to bed, which is upstairs and out of range of the fire place heat. We are all sniffling and most likely coming down with colds, and now we are being asked to go another 3 nights without heat. I am contacting another firm to do the work and want to discuss possible damages and reimbursement for this incredibly stressful experience.

Needless to say, we are very disappointed in the fact that a washer that was less than 4 years old, with normal household use, was going to have to be replaced. The dryer has had 2 service calls and still takes about 90 minutes to dry a normal load. Our previous washer and dryer lasted us 12 years during which we had four children living at home. We tried calling Sears again and everyone we talked to just kept repeating: "We are sorry to hear that." I have a stove, refrigerator, dishwasher, TV, washer and dryer that I had purchased at Sears; when they are replaced, I can assure you that the purchase will not be made at Sears, nor will I recommend that anyone else buy at Sears. I am copying this letter to everyone in my contacts to ensure everyone I know is aware of our experience with Sears.

No one called me. It was only after I called I was told they needed to reschedule. Next available appointment is Jan 5. We shall see. PLEASE DON'T DO THIS TO YOURSELF! I have had various maintenance agreements over the years, and all were acceptable. SEARS IS UNACCEPTABLE!



New home needs appliances. Somebody has been waiting for 2 days for delivery, arranging absences from work.

A manager from another dept. came and again called for a supervisor. Then came the other lady (on her lunch break) and tried to correct the problem. She said I cannot use my card to correct the register because I'm on my lunch break. I can understand rules, but why come if you can't correct the mistake? I finally said, just to void and return my check, I have to leave. Again it took quite a while just to do the void. As I was leaving, another employee said those towels are not the ones on sale. The card right beside the towels said all in stock. I went on line and found what appeared to be the towels at 50% off. The problem was the time factor and that I can't go as often as I like. Secondly, the clerk telling me that these weren't the ones on sale, when actually according to the sign, all stock was on sale. Just frustrating!

I am a 64-year-old cancer patient. This stress is very debilitating. The expense to buy a new set, with a screen large enough for older eyes to see clearly, and which remains our major entertainment, is overwhelming. This is Christmas, and we are without a TV.

Shame on Sears and GE!

I'm out over $1200 dollars in wages and no way to bake food for several weeks--not to mention how upset my wife is. It has been broken for the same amount of time as it has worked.

I installed the correct fittings myself at a cost of $4.09. I wish I had done the whole installation and saved the installation fee. Then it would have been done right. Whatever happened to Sears quality? I think buying from Sears was a big mistake.

I will be purchasing a new microwave and trim kit.

After another phone call I was given an appointment for 12/01 to have the carpet cleaned and treadmill repaired and was told that this appointment was set in stone and would not be canceled or rescheduled. It is 12/01, and I received a phone call saying that the appointment was canceled and needs to be rescheduled. Also, I was told to call and file a claim with Sedgwick, the property damage department of Sears. After wasting my time trying to contact them, I was told that I shouldn't even have this number and it is the technician's responsibility to file the claim. So in the last 24 hours, my treadmill still isn't working, my home has been damaged, I was never contacted back by customer service, I wasted hours on the phone, and did the job of the technician that damaged my home in the first place. The current status of this complaint is, no one from Sears is helping me what-so-ever and I once again have been told to wait for a phone call that I was to receive three days ago. Obviously consumers are mistreated by this company and I need the assistance of the BBB to get this matter handled correctly.

I have been charged 100.00 dollars on my credit card, and I want this to be removed. Because of past experiences with Sears, I probably will not receive any response to this last request. I have $100 tied up and no gift cards.

After more assurances, I now have received letters from Sears finance dept. stating I owe about $150. I have called the dept immediately with no results, only promises to get back to me. After my last monthly payment, I will inform my bank not to take any more out of my account for Sears because I do not owe them the $150. I have been the one trying to correct this for the past 4 years with no help or attention to my concern from Sears. I hope you can help.

None fortunately because I did not have to take off work or drive to the store. Had this occurred on 11/23, I would have missed out on other sales.

I took off from work and lost pay two days. If it snows I can't use the blower because they dismantled it. I have a heart condition and cannot shovel snow. I paid for the agreement to fix or replace and Sears hasn't done either.

We bought an HE washer and dryer, a dishwasher and an electric oven. The washer has already had 2 service calls in this short time. The dishwasher has had 1 service call, and now the stove has a burned out element. This has only been in use for 6 months. When I called the service department I specifically told them that I needed a new element. I also had to buy an extended warranty because the year was up. I bought one for the oven and the dishwasher--a total of $224.00 for products that should have worked properly from day one. I waited a week and when the repairman came yesterday, he said no one had mentioned the element and he had to order one. It will not be here at the earliest until Tuesday, November 20th. That leaves 1 day for him to come and install it before Thanksgiving. My husband and I are the only 2 people in the house, so we do not overwork the oven. I bought Sears products because of Consumer Reports. How could they have been so wrong? I will never buy Sears products again. This has been very emotionally draining.

Sears contacted me by e-mail after I e-mailed them with all the above on Nov. 9. They said their recovery dept. would contact me as soon as possible. I have yet to hear from them. This is not as soon as possible!!!

I did so and after being transfered 3 times, on the phone for 45 minutes, I get a man on the phone who was very rude to me. I tried to tell him I needed to get word to the repairman that the piece had come in early. He would not let me finish a sentence. Kept interrupting me, told me I didn't have a serviceman scheduled, I tried to tell him I did. He hung up on me. very unprofessional and rude.

It is a significant inconvenience. I hope NOBODY else EVER gets talked into buying this horrible washer and that Sears may do something about their DREADFUL service!

I have extra bill on my credit card.

I am unwilling to pay another $400 to have the control board replaced because this has already happened twice, and I refuse to incur the risk of a fire/injury/death of my family.

Finally, on 09/18/07, a service tech arrived and was able to repair the dryer. I paid $161.65. After his departure I received a phone call from my tenants advising that the washer was not working properly. The pipe inside the wall leading to the drainage system seemed to be loose and was flooding the garage.

On May 3rd, the Tech arrived only to inform me that the first Tech did not order all of the parts. So he placed the order for the remaining parts and rescheduled to come out on the 8th of May. The additional parts arrived prior to that date, but now Sears needed to change the repair date to the 9th of May between 8am and Noon. The evening of the 8th, Sears contacted me to tell me that the Tech would be starting late the next morning so he probably wouldn't make it to my home until between noon and 1pm.

We STUPIDLY purchased a multitude of products from Sears with the glowing extended service plan. Trust me, it is better to save the money on the service plan and invest in the repair man. You will inevitably need one, it is just a matter of when...?

Trio fridge has yet to be fixed, they did replace the microwave after 3 attempts to fix, I am using an independent repair person for the washer.... that was over $1000 and didn't even last 4 years.

And with courtesy.

I was in the store Monday evening at yorkdale location and purchased a dishwasher approx 853.00 and decided to use the remainder of my card balance toward the purchase.the sales rep adib narang advised card no longer active was expired.he called customer service,spoke to christen who said could not help and wil lnot help as card expired advised still a 90.00 balance of my money on the card and I want it not back but applied to the purchase she then spoke to sales rep who then passed phone to me whre the customer service said there were no supervisors or managers.

We called back the sales rep said we may reach different decision if spoke to anther rep,we had the same one christen who hung up when the sales rep said customer wanted to speak to her.

WHAT A MESS. I drove to my local Sears store. There was no manager available so the manager of the tool department put me in contact with One Source All I wanted was my money back and be reimbursed for the lost food. I was two weeks past my 90 days. But they will allow me to pick out a new freezer and a $100 store credit off of it. Plus they will send me a $100 store gift card. I also got permission from One Source to dispose of the food. They will send me the balance of the covered food allowance.

I found out the hard way, I was lied to about the food. No service tech, no money. I had picked out a new freezer, called One Source and gave them the model number, which was on sale. Wrong, it was the other model similar to it. Ok, send me the sale model and credit my credit card. I was sent the more expensive model, signed the receipt for the on sale model, (did not check the tag on the freezer, which turned out to be the expensive one) then received in the mail a charge for the more expensive one. (Sounds like bait and switch to me.)

There is a department for every little part in this process. The people for the most part talked like they did not care. Final results, no food money, charge stays on my credit card, and they have already done all they intend to do for me. Now, after 40 years of spending thousands of dollars at Sears, I have only one comment... GOODBYE Sears!!!!

We are now 4 weeks with no machine. The part is backed orded and "One Source", the Sears customer service center, doesn't know how long it will be before the part is avaiable. They will not replace the machine and will wait 45 days before further action for our situation (45 days!) even though it is under full warranty.

Their policy is that the repairman needs to be called and has to REPLACE parts 4 times before the machine will be replaced.

The One Source rep states they have no supervisors and the complaint goes no further than them..hence, One Source, I guess.

I have tried to call their Nat'l Customer Relations # and have gotten nowhere. They make you hold on then they disconnect you or transfer you to the wrong dept. This is not the only issue with Sears Home Repair. I also have a refrigerator that is too under the Master Plan Warranty that I called them in June and they came 7/8. The refrigerator was leaking from the ice maker (in the freezer)and the damper in the fridge part was icing up and there is a crack on the inside of the fridge. The tech came and changed the tube into the ice maker and left paper towels on a ledge in the back of the freezer and left (after changing my water filter I paid extra for.

Shortly after the back of the refrigerator started making a loud horrible noise. It sounds like I have an airplane in my kitchen. I called them and they gave me a date of 8/14 meanwhile I have the washer issue going on and the fridge was doing this noise late at night. This would go on for at least an hour at first.I called them and they said they could not move it up.

I then called to reschedule the appointment and this time someone did in fact call before coming. The repair man supposedly fixed the dishwasher and did his best to convince me that a one year extended warranty would be in my best interest. Having owned a diswasher for 10 years that had never given me a problem I dedided that the warranty probably wasn't neccessary. Wouldn't you know that when I attempted to use the dishwasher it was broken! I called once again to schedule another repair and requested again that I be called in advance. Luckly on the day the repair was scheduled my neighbor happend to notice the repair man in my driveway and immediately called me. I was never contacted like I had asked!

I rushed home to the news that the repairs would cost $174.00! The repair man reported that the diswasher needed a heather and themester. I told him that I would appreciate it if he would leave the fauty parts on the counter when he left. Upon further investigation (25-30) he announced that the problem was not the heater it was the motor and it would not cost me $340.00 to repair a $450 diswasher! I have no faith in this man's ability to repair my dishwasher at this point and demanded that the leave my home. I get the run around from Sears and they are not able to tell me what the percentage of repairs are on this model of dishwasher. I have missed numerous hours of work trying to resolve this problem and spent 45 minutes on hold this morning and another 30 this afternoon attempting to speak with a regional manager!!!! I think I have a lemon and I will never buy a Kenmore product again or step foot in a Sears store!

Today I received an URGENT: Your Sears Protection Agreement has Expired letter through the mail. When I called about it, after waiting 3 minutes for an operator, the woman told me that the agreement WAS extended and that they had sent out second notices on these accounts - implying that I was the one at fault for not sending it in sooner. I think that SEARS has (1) the most incompetent customer service reps in the business or (2) is deliberately trying to get me to pay them twice for the same services. Either way they are unlikely to ever get my business again.

On 7/25/06 I had an appointment again from 8am to 12 noon. At 11:45 I took a shower. At 11:52 Sears left a message saying that they were at my house and no one was home. They are calling to tell me to reschedule. I was home with the front door open and my car in the driveway. No one came to my door, my dog would have been barking. I called them back at 12 noon , ten minutes later. The woman put me on hold for 15 minutes. She then said the repairman was at his next appointment but would return to my home.

At 3:30 Sears called me and said it was too late and that they can't come today, I had to reschedule again. Finally on 7/31 I had an appointment for 8 to 12 noon. Two repairmen came to my home at 2pm. A Mr. Gordan then said they can't do anything because the first repairman, Mr. Dietz never ordered the parts to repair the AC unit. Mr Gordon ordered the parts and said they will come back when the parts come in in a few days. I called Sears the next day. They said the parts are back ordered and that there is no way to know when they will come in. Its now been 5 weeks since I first called and I have no AC unit, and its 100 degrees this week in New York. I will never buy from Sears again.

I have missed 4 days of work waiting for Sears to come to my home. I have gone five weeks with no air conditioning in 90 degree heat.

I lost a day of work awaiting their repair person. I will make it up so there is no money loss, just sleep as I had to get up at 8 AM to await their rep, after having got off work at 3 am

With a family of three young children, it is an impossibility living without a washer. Financial consequences are over $1,000 for a washer that does not work, $300 plus for extended service warranty, plus laundromat costs, which at this point are $400 plus.

I do not dispute the part charge of $ 58.43 (with tax) or $55 fee for minimum charge, but the $168.00 labor which after $ 55 is deducted is $ 113.00. The repairman only took 10 minutes to replace the part and said the charge is based on our unit.

My husband also stated that the repairman already took off the part and was replacing it before he said, "Oh I better write up the estimate" and also took the estimate with him when he left ,so all we had was a receipt.

On Thursday, February 23, 2006, I took the vaccum in to have it serviced. The store did not even have the purchase in their system, so I took my copy of the receipt and the warranty in with me. The service manager would not honor the warranty. He said that since it was not in the computer, he could not honor it. He went to get the store manager. The store manager said that there was a mistake, and that the cost of the 5 year warranty when we bought the vaccum, should have been $249. To get my vaccum serviced I needed to purchase that warranty.

Within the first year I received a letter from Sears stating the washers were being recalled due to injuries incurring when removing clothes. It was replaced with a second Calypso, which, within the first year began malfunctioning by not draining properly and various error codes displayed. Two separate services calls were made and after the second one the washer was replaced with a third.

This third washer is also exhibiting the very same problems as the previous one of not draining and error codes. In Sept. '04 a repairman came out and "repaired" it, and most recently another repairman came 2/20 to "repair" it, and the very next morning I went to do a load of laundry and the machine began displaying error codes during the wash cycle. Numerous calls were placed to speak to a person but only after contacting a local television station's consumer advocate did I receive a call from a Sears employee, who gave me the telephone number of Sear's One Source Dept, which I was told handles complaints and problems that are unresolved through conventional means.

I spoke with a woman and explained my history, she arranged for a technician to come to my house the next day. The technician deemed both computer heads were defective and advised me the Calypso had been pulled from the stores and a class action lawsuit had been filed regarding the numerous complaints on them. I was advised to contact One Source after the service call and discuss with them the need for a replacement washer and to refuse another Calypso as a replacement..

When mowing season started in late spring the main deck drive belt was breaking and having carburation problems. The main drive belt from the engine to the deck and the carburetor problems have been a constant complaint with numerous and unmitigated inconvenience and stress. We bought this mower and the extended warranty to minimize and eliminate inconvenience and stress.

At one point, I called AB Electrolux, Sears' supplier of the unit. They called Sears' techs and decided the AB Electrolux engineer knew of some apparent engineering or design flaw. So, Sears sent 2 techs out who spent all day taking our whole mower apart and putting everything back on a new frame less a couple of lockwashers I found left in my driveway and a later discovery of a broken crankcase ventilation grommet, which allowed unfiltered air into the engine causing further wear on the internal engine parts.

Sears even changed the complete deck on the unit once. The main drive belt has been changed more than 6 times. (The spaces between frame and deck parts and the running belt are minimal in more than one place and still are after the deck and frame changeout.) The main drive belt continues to be a problem and we keep a spare around to minimize our down time. The carburetor has been changed out on the engine 3 times. It would always flood out under a load or on a little uneven rough ground. One tech finally discovered the choke setting was incorrect.

This seems to have solved that problem, but at the expense of compromising the life of the engine. Raw gas pouring through the engine has surely worn the cylinders, pistons and rings beyond the mowers' 100 +/- hours of operation. The oil turns dark soon after changing and is contaminated mandating the prudence of being changed along with the oil filter every 12 hrs rather than what is recommended in the maintenance book. We are nearing another season and we dread the start of this season expecting it to be the same unmitigated inconvenience and stress with the mower belt and compromised engine. Our 3-Year Extended At-Home Warranty expires 11/5/2006.

We have exhausted all possible phone calling to the store, (The store manager hung-up the phone on us on 11/5/03.), and corporate #s asking for a full refund. We have no intentions of using this or any other mower like it made by AB Electrolux and marketed under various names by various retailers.

We were able to pintpoint the problem...the gasket that would seal the front load door from leaking had tears in it that were unoticable until we took the front of the washer off looking for the leak. When we called Sears about the problem we were informed that it would not be covered under our warranty because it was not a manufacturer defect. We would be required to pay 55.00 for the service call in addition to any parts and labor!

Another part that broke was a small sensor mechanism that senses when the door is open or shut. This caused the door to either not close or it would lock and we would have difficulty getting the laundry out and it would be left sitting damp for an extended period of time. This problem occurred after about 15 months.

We finally purchased a different washer because we did not want to keep getting the run around about the warranty or to sustain more damage to our home (2 story house laundry room upstairs.) The dryer is another story. We noticed the dryer was taking longer each time we used it the last few weeks to dry. Last week (Feb. 12, 2006), the dryer was loaded with clothing and turned on. I was downstairs and noticed an unsual odor, it smelled as if wiring or plastic was on fire. I found the source of the odor to be the dryer.

I had the children get out of the house, and I unplugged the dryer from the wall. The dryer was very hot, I didn't see any flames coming out or any billowing smoke. Only noticed that the dryer was very hot and smelled. We have since ceased to use the dryer, and purchased a new one. Today, 2-21-06, we had a repairman come out and look at the HE3 while he was delivering the new dryer. He discovered that the HE3 dryer had caught on fire, and that was the cause of the excessive heat and the odor.

On 6/14/05 A/C unit was installed by AMS Air. By 6/17/05 the A/C unit stopped working. The project coordinator, John Costlow, was contacted and informed of same. He suggested that the unit be turned off for a while in order to allow the copper tube which is connected to the condenser to thaw--since it was frozen solid--. I was then instructed to restart the unit and leave it running in the on mode vs. auto. I also made the "discovery" that the heat does not work either. I tried numerous times to have this problem resolved with John Costlow from 6/17/05 to present.

This "brand new" A/C unit failed inspection on 7/28/05 with the City of Sunrise. The inspector was appalled at what Sears permitted, the inspector also tried to contact John Costlow and stated that none of his calls/messages were returned. The City of Sunrise has pulled out of inspecting Sears A/C units and I was informed that this is nothing new re: customer complaints against Sears.

I continued to place endless phone calls in which messages were left and ignored repeatedly by John Costlow and AMS Air. I have also expressed my dissatisfaction to the complaint ctr @ 1(800)222-5030 and was recently assigned a caseworker, Christine Crowder 1(888)673-7881 ext 3029, in order to "handle my problem". I was informed that it would be easier to have the unit repaired vs. a refund.

Following a 1/30/06 visit from Marco Jr of AMS Air it was determined that a new heater was needed. I feel that I was sold a defective A/C unit and Sears is forcing me to keep it and settle for less. I do not want parts installed/replaced for a defective A/C unit that I feel was given to me that way.The representatives of Sears that I have been calling has repeatedly given me a run around.

hese windows are suppose to be heat resistant (even with the sun shinning through them), but they do just the opposite.Fast forward to winter 2006 - the windows are suppose to keep the cold out but they don't. Cold air comes through the sides of the windows so I have had to turn my heat up.

I have called them twice to come and correct this situation. My son cannot sleep in his room because of this problem and has missed school because of drafty windows. I am very upset that I am having to pay for windows $7200.00 that are not acceptable.

After contacting an emergency garage door repair company, the repair man informed me that the garage doors (we have three, all installed by Sears), were incorrectly installed. The installation that Sears used was to mount the garage door opener to a 2' x 4' about a foot long, and screw that board into the ceiling. The screws used were not screwed into studs. Therefore, the opener was being held in place by nails into sheetrock alone.

On further inspection, the repairman noted that the other two garage doors and systems were installed at the same time in the same manner. The damage this most recent failure caused is consistent with the damage caused when the other two overhead doors and systems failed. The top panel of those doors are also bent. We no longer have the weather seal designed into this product, so our garage is no longer warm. We have also lost the aesthetic value of the product due to damage to the top panel of each door.

Our repairman made temporary repairs to the opener that had fallen. However, we instructed him not to re-install any of the three openers, as that should be Sears' responsibility, along with the replacement of the top three panels of the damaged garage doors. Per the Sears Garage Door Opener instruction booklet, the openers were to be suspended at an angle from the ceiling on mounting brackets. Ours were mounted on boards and screwed into sheetrock, with no angle.

I have worked my way all the way up the customer support food chain, ending with an email to the CEO and have met with the same response at every level. Sorry. But feel free to use the cards in our retail stores. They do not stock this item in their retail stores.

I have verified with customer service that I cannot:
a) Use the cards on line
b) Redeem the cards for cash
c) Use the cards in-store to order the item from Sears.com

d) Apply the balance of the gift cards to a Sears charge card which I could then use on Sears.com

Under California law: Business and Professions Code Section 17537.11(a)., it states Gift certificates cannot be offered in a manner that is untrue or misleading. It seems likely that most states have similar laws.

In my opinion it is completely misleading for Sears to offer gift cards that cannot be used at a sears store, on line or otherwise, without a large and clear indication at the point of purchase that discloses this fact. The family members who purchased the cards for me are not stupid, one is a high level network engineer for a large telecommunications company, it never crossed their minds that these cards might not work on Sears.com and I think that is true for the majority of people. Not only that but these cards are advertised ALL OVER the Sears.com web site which is further misleading. Yes the fine print discloses the limitation, however most people would not think to check the fine print to find out if a *Sears* gift card could be used at *Sears*.

I'm out $100 until this is resolved.

A week later the car arrived and we noticed that someone had removed the batteries and charger and placed a sticker over that part of the box that read, "batteries not included." We went on line to check, just to make sure that we had not misread the information and sure enough these items were supposed to be included.

Customer service said that someone at UPS must have removed the items. When my husband Jeff pressed the fact that the box was still sealed the man suggested that perhaps it was someone at the toy distribution center. Jeff was transferred to someone else who told him it was not Sears' problem and that he could purchase a battery and charger.

This was not acceptable, the item was advertised as a complete package and we just wanted the missing items. Again and again we were transferred and at one point to the automotive department. Five hours and many "supervisors" later we were told that Sears would pick up the car and we would have to reorder the item and that it would include the missing pieces.

We received the new vehicle and guess what? The 7.2v battery, charger, and 9v were removed from the package with another sticker. I spoke to several more people at Sears and no one could correct the problem. On an irritated whim I went to the Nikko R/C website and they advertise these hi-performance vehicles as a complete package. I wonder if they know Sears is doing this?

Also bought a Hoover Windtunnel Vacuum about 4 years ago, no warranty.

How can you look at yourselves in the mirror when you people are selling these items.

I am so disgusted with Sears I will never buy another thing there. We have purchased all of our appliances from them for years but that was in the North. I guess here in the South they are different.

At this same time we ordered another televison which was to be delivered 1-19-05. Guess what, when we called them the night before they said it would not be coming until possibly the following week. We have since cancelled that television. I need help to get my television repaired as all I am getting is the run-around. Each time we call we talk to a different person who promises to call us back. A couple of times they did call back but had no information.

That seemed fair enough to me so I inquired about the cost of having a machine professionally assembled so I did not have to worry about injury from an improperly assembled machine. She stated that she would assemble it free of charge and that she did this all the time. We agreed and she stated that it would possibly be the afternoon or even Monday before it was ready and we agreed to that. I knew that she would be off on Sunday however since she stated that it would possibly be ready I called and checked and they said that there was no machine in my name there. I looked at my receipt and it showed a Monday pickup date so I decided to wait until then to contact the store again.

I called the store around 11:30-12:00 to see if the machine would be ready and what time it could be picked up and they stated she was not working that day, I explained it to the person on the phone and they didn't know how they could help me. So, I waited and called the next day at around the same time only to find out she wouldn't even be coming to work until 2:00 pm so I asked to speak to a manager and was transferred to an assistant manager for that department. She assured me that my machine would be assembled and ready for pick up by evening. At about 3:00 the sales associate called me and told me it was ready for pickup. My son went to the store and picked it up.

When I arrived home it was obvious that the machine was only haphazardly assembled, then I noticed wear marks, dust, etc on the unit and it was obvious that they had sent the floor model. I went into Sears to see what could be done, I was only offered a larger discount on the shabby piece of equipment. I told them I didn't want the used equipment, they didn't offer to give me a new one so I told them they needed to come and pick it up and give me my money back. A different manager told me that they would have to charge me $30.00 to pick it up. I told them that I was not giving them an additional $30 for something that was their mistake and that I would figure out how to get it to them.

A couple of hours later the same manager called and stated he had thought about it and that they would come pick it up. He stated I could come at that moment and get my refund and they would pick up the unit the next day at my convenience. I went to the store and waited while he processed the return only to be finally told he could not return my money until they had the unit ... so we made arrangements to have it picked up the next day. After the pick-up (the delivery men were nice) I went to the store only to talk to a different assistant manager; I kept being told that the General Manager was unavailable, I went over the story and explained to her that I really liked the machine but did not want to pay $400.00 for a used floor model. Again no offer was made to give me a new machine.

Economically, I'm basically out 20% of whatever the recipient of this camera wanted to buy with this discount. Also I live in a very bad area for continuing to have a job, period. I can't afford for people like Sony or Sears to let us think we are getting a bargain when in the end, YOU win, and, as USUAL, its US, the, BUYING PUBLIC, who loses.

I have a service agreement, but Sears does not care.

The reason Sears employees are always pushing the merchandise protection agreements is because the managers are always on them to sell them. The reason you ask? Well the managers get a bonus at the end of the year depending on how many "P.A.'s" were sold. I know in my department, if i sold $1 million of merchandise in a day, but i missed 5-10 P.A.'s i would get yelled at, even though i sold $1 million of merchandise.

Now it appears I will have to either deface my keypad to fix the problem, purchase a new opener, or live without the remote feature. Sears has a long history of poor customer service as well as discontinuing parts a few years after a certain model is made. It's time to say good bye to Sears. Enough is enough.

Today, I called to speak with Sears' president. Of course, that was not possible. I did speak with one of a group of people who takes calls for him and asked that we be removed from all telemarketing lists that involve Sears. Sears, the family store, along with countless other irritating telemarketers, is invading the privacy of the family, their customers. We hear so often that families are falling apart and don't even have intelligent discussions at the evening table. How can they?! As soon as dinner is served, if not before, the telephone rings and continues to ring throughout the evening meal.

People are terminally ill in their homes and they and their families must deal with the seamy tactics of telemarketing. People are hurrying off to hospitals to visit ill and dying loved ones and must answer these calls. They are preparing for funerals of their loved ones, expecting emergency family phone calls only to be rudely pushed by telemarketers.

If Sears wants to serve the American family then Mr. Lacey, please be the business leader who declares to the American public that Sears will no longer be party to invading the privacy of our homes...the very place that is supposed to be our haven from the world. If you want to improve your bottom line and have the respect of this nation, please lead in this effort. We will run to your doors. Will you please forward this message to Mr. Lacey.

When I got my next VISA statement I found that they had indeed credited my account, however only for the amount of the actual product. They had still charged me $13.89 in shipping, even though the product should never have been shipped, since the order had been canceled. When I called the Wishbook and spoke to someone, (Rob E.) who claimed to be the manager of the call center, he informed me that even though I had called to cancel the order less than 3 hours later, Sears would not refund the shipping costs because their system would only let them "request" a cancellation, and this did not guarantee a cancellation.

He also informed me that his computer showed that the product had been received at a Danville, VA address and signed for by someone named "Wyatt". I told him that he must have someone else's record mixed up with mine, because not only did I not reside or know anyone who resides in Danville, VA, but I also REFUSED the shipment when it came. I explained to Rob E. that when I called to cancel my order, I was told it would be CANCELED, not that they would "request" that it be canceled. In addition, when I called about the credit, it was never mentioned that they were not planning to refund the shipping charges. I also expressed to him that I could understand if they felt they had to charge shipping charges if the product had been shipped immediately, but that since it obviously hadn't (it didn't show up on my door until five weeks later) that this was indeed a problem with their internal processes, and therefor not something I should have to pay for. He said that it didn't matter, that due to their system limitations, it was their policy to charge shipping on items that were actually shipped, even if the order had been canceled.

I then asked who else I could speak to, since he obviously could not help me, and he told me there was no one above him, and no one else could help me. I informed him that there had to be someone else higher up that I could speak with who could correct this situation, because to the best of my knowledge, he did not own Sears, Roebuck & Co. He would not give me a name, telephone number or e-mail address, but finally agreed to give me a mailing address, and advised to send it to attention: Mike. He also stated it would do no good for me to complain, since this was their policy. Needless to say, I will NEVER shop at any Sears entity again, since they obviously do not have the Customer Service infrastructure necessary to compete in today's consumer world. Their complete lack of professionalism, willingness to cooperate and lack of regard for customer satisfaction leaves me wondering how they've stayed in business as long as they have.

I called immediately to cancel my order. They said it had been shipped. I asked if Sears guaranteed the price with its Sears stores and other stores. I was told no. The person was not helpful. 

I went to their online page and filed a complaint and found a customer service phone number. I called and was basically told I could return the doll if I wasn't happy with the price. I said yes I know that but the $20.00 is shipping cost is what concerned me.

I stated I would pay the charges to ship to me, I did order the doll. But whished Sears to pay the shipping return. They were selling the doll for $30.00 more than it sells for in stores. I do realize some of Sears' Wishbook items are about $5.00 more than at stores. 

But $30.00 is taking advantage of consumers.I was told that I could keep the doll or send it back it didin't matter to them. But I would be responsible for all shipping. I asked to speak with a supervisor and was told he was the highest person there. I asked for a phone, fax or address said he didn't have one. I called Sears billing and they gave me a fax and an address. I faxed and wrote a letter to them and the letter I wrote on their Web site and have not heard from anyone.  

I'm so disappointed in their customer service or lack of one. I'm a loyal Sears person and this has upset me.

I also ordered a race car costume and was told it would ship 10/14/99. Today I got a card saying 11/14/99. I called and the guy said it says here 10/14, I asked what my card meant he said he didn't know. But he would probably not count on the costume for Halloween. I have a 6 year old who is waiting for this. 

Sears Customer Service where are they?

Good question but with Etoys, Amazon.com and Wal-Mart are going after the online toy market, Sears had better wake up.

A few days after I ordered the scooter, I decided to buy a helmet and safety pads through Wishbook.com as well. As I checked out, I noticed that they had the scooter down on my new order and I assumed that it was because they were showing what all was being sent my way and what all had been purchased by me.

A few days later I got online to check the order status and noticed that they had 2 scooters on backorder for me. I called Sears and told them of the misunderstanding. They told me that their policy was that they cannot cancel an order unless it is on backorder. I told the CSR that it was and the CSR said they would cancel one of the scooters.

I checked the order status online several days after that. The order was never fixed so I called again. After calling 3 or 4 times about where the scooter was and how I only wanted one, I received both scooters (a week after my son's birthday).

Not thinking clearly, I accepted both boxes from the shipping service and brought them in. I ended up calling Sears again to find out what to do and how to return the unneeded scooter.

I wrote an email and a letter and sent them to Sears. After a call from a customer complaint rep, I ended up hearing from our local store manager, Patty Cooper. Patty seemed rather unsympathetic as she explained that this was a national problem and she was very sorry. She argued with me that there had been access all along and didnt stop until I conceded that there was technically access to all registries through local stores. (Not one of our guests, however was able to actually receive a printout of our registry via this method).

She then told me that she thought my request to receive half of the remaining value was just unreasonable. I told her that I expected Sears to make a counter offer but all she did was offer me a $25 gift card and a 10% off coupon for he next purchase of my choice. I told her that my largest dissatisfaction with the whole ordeal was that no one ever contacted us about the registry.

She did ask if I expected to receive an offer more like $200 (the remaining gifts totaled a value of $1953). When I said that sounded more reasonable she said that certainly wasnt what she could offer! I wish someone at Sears cared that my wife and I got overlooked and actually bothered to be creative and offer me something that wasnt an insult.

I dont even want their money. Free oil changes for a year. No interest on my Sears charge for 18 months. Something that lets us know that Sears does actually care. Unless someone from sears reaches out to us in that way, well never shop there again.We got fewer wedding gifts and many aggravated guests who could not access our registry.

In both instances I was told that my military ID card was not a valid form of ID, that they had to have a driver's license. I asked the cashiers what if I did not have a driver's license and I was told I could use a credit card for identification purposes.

I asked to speak to a manager and was told that that was Wards and Sears policy. My military ID has my photo, my SSN, features, etc. -- much more than what is contained on a driver's license. And it was an in-state check.

If I did not have my driver's license, I would not have been able to purchase the items. I can just imagine the embarrasment. Its almost as bad as being told you don't have enough credit available, or your check can't be accepted.

That's when the problem started. Because our checking account was fairly new (9 months old) we had a low check number. The sales person had to call for verification.It was then that he told us that they would not accept our check because of the low check number. Now we had plenty of money in our account to cover the charge. Manuel is an underground miner and Montana is well known for this rich industry. We have also made major purchases other places with even lower check numbers, never had problems with sales or payment on the checks. Sears lost out on a $2,000.00 sale that day along with valued customers. After this incident,I will never set foot inside a Sears or give them my business.

This was not a credit issue and should not have felt like one. We were NOT financing the system,we were paying for it with a check. Seaqrs could have easily called our financial instituton to check our funds but did not. We feel discriminated against and highly insulted that they would insinuate that we didn't have the money to cover the purchase. They made us feel like nothing more than homeless people who walked in off the street.

They called one night at 8:30 p.m. and I had already gone to bed and asked my husband if he wanted an extended warranty on the saw he had purchased. The next morning my husband informed me of the phone call and knew what his main Christmas present was going to be. I was angry since I had told them at the register that I DID NOT wish to purchase the warranty.

I called and they were less than sympathetic. They have been in business long enough to know that around that time of year people are purchasing Christmas presents and they could at least wait till after the new year. I left my phone number with an employee who was to give it to a manager for a return call. I never received a return call from him.

I spent hours on the phone because I was so angry that they had ruined my surprise to my husband. What really made me even more mad is the call from them again the very next night after I had vented to several people. They called for a second time and asked me (I answered the phone) if I wanted an extended warranty on the saw. I couldn't believe it. They had supposedly e-mailed the company or people responsible for the phone calls. I want this stopped so others do not go through this same aggrevation.

My mother was not informed when she contracted for this remodeling that it was not possible to duplicate a bathroom vanity with the dimensions she presently had. The day the top was to be installed she finally left the workmen to return to work. When she returned home, there were holes in the walls, every wall was scraped, nails and boards were hanging from the wall, leaking pipes, chipped sink, a vanity 35" high and a drawer barely an inch thick.

Telephone calls to the subcontractor in South Miami went unanswered and finally through Sears, who contacted their subcontractor, the walls were repainted; the nails and boards removed; and the holes, leaks and sink repaired. However, the height of the vanity and the drawer therein remain an inconvenience. The contract for this remodeling was signed April 30 1999. The final repair was made September 8 1999. My mom has paid for most of this fiasco, however she felt that since the vanity is now too high for her at 35" (she sits on phone books) and the drawer too small she should not pay the final $500. Sears has adamantly refused to honor her request and is now charging interest on her outstanding bill of $500.

I've been contacting them everyday for 7 days and no one can help me and no one has ever gotten back to me. The amount was $239.94. Due to this transaction, I have overdraft fees on my account of $ 175.

I don't work for them anymore, but you wouldn't believe the bull**** that customers go through to swindle a dollar. The lady with the keyboard, accusing the associates of not dealing with her because she was black? Give me a break!

I worked in the computer department. Everyone knows that products have a warranty. If the keyboard broke, deal with the manufacturer. We don't make the product, we merely sell it.

People think that Sears or whoever is responsible for fixing 1, 2, 3, 10 year old things that break. I've had people return the shoes on their feet, demanding a refund, after they are worn down to nothing.

The customer is always right? Bull****. Customers lie, cheat, steal. They are heartless. I poured my heart out trying to sell TV's and VCR's and computers ... it's not worth it.

People need to realize that a million people shop at Sears every day. Chances are, something will go wrong. Sure, there are bad salespeople out there. Write a letter to Arthur Martinez, I can bet something will be resolved.

Your site is a disgrace to consumers and retail outlets. If you have problems EVERYWHERE you go, doesn't that say something about you? Where do you shop?

I repeated this several times and he said yes, so I purchased the keyboard for 50 plus dollars. Well, here I am several months later and the keyboard stopped working. So I took it back to Sears thinking I would get a new one.

To my grave disappointment,that was not about to happen. The salesperson was no help so I asked to speak to the manager. He called him and explained to him what I had said and the fact that I did not have a receipt {it was never told to me that i had to keep the receipt indefinately}.

The manager in the Computer Department, Larry, came out and the first thing he said was: "Well where's your receipt"? I explained everything to him. He said, "Well what do you want me to do about it? You could have gotten that anywhere, I don't think you even bought it here. I gave him prices, everything, to no avail, so I asked to speak to his boss.

He told me, "No, I am the boss and what I say goes. No one is gonna over rule me."

This man was mean, rude and very uncooperative so I went to another department and asked who was in charge. They called the Night Manager, Steve. He was worse, called me a liar, said I didn't even buy it there and he wasn't giving me anything.

I was in tears. I paid almost $60 for a keyboard thinking that it was covered with a warranty that I found out they would not honor. I know for a fact that all store policies are no reciept no refund!! But you can exchange for something of same value or lower or pay the difference. {what if it had been a gift and i didn't have a receipt}?

I was willing to even take the cheaper one because the one I bought they no longer carried. I was devastated. I was being accused of lying and trying to get something for nothing and was told that I probably bought it from Target or somewhere.

I couldn't believe the things that he was saying so I asked, "If I go home and find the receipt then what, because you no longer carry this brand"?

He told me, "Nothing, I''m not giving you anything ... but what I will do is sell you this one for $19.99 and take $5.00 off.

I was floored. I began to cry more and I just walked out the door. I had to go to another store and buy a keyboard. I am a single parent, mother of 4, I work very hard for my money and it is plain to see that Sears flat-out lied to me and misled me into believing that I had something worthy of purchase. These two men never checked, looked up or did anything except accuse me of trying to rip off Sears. I am so hurt by this. I am a good person and I pay for what I get. I deal with the public on a daily basis and i know how they can be.but my god -- to accuse me of the things they said to me and I'm standing there in my work uniform. I was so embarassed, people were staring and whispering.

I have never been so humiliated in all my life. I feel cheated and abused. I don't know if it was because I am a female or because I am black {all blacks steal and cheat} or what, because Larry was black so I don't know why I was treated with so much disregard and disrespect.. I can't stop crying.

I have shopped at Sears for several years, I have bought everything from soap powder to a 54" TV, but they will never ever see my face in that store again.

On May 29, I came home to find the kitchen table on my doorstep. I called again to complain that they sent me something I had cancelled from my order. Again, there was no record of any cancellation, but they offered to send me a packet of information on how I could sent the table back at their expense, and get a 10% discount on the rest of my order. To this day, no such packet of info has ever arrived (even though on subsequent calls, I was assured that it was sent).

On June 14, I called to ask about the missing packet of return materials and the other item in my order (the living room table set) which still hadn't shown up. This rep said that she would have someone come to my home to pick up the kitchen table, and that she would call me back by Friday (five days later) regarding the living room table set.

Later in the same day, I got my bill from my credit card company, which revealed that I had been charged for the kitchen table on June 6 (over two weeks fom the original cancellation and one week AFTER it had been shipped to me). I called my credit card company and told them the situation, and they agreed to issue a provisional credit for the disputed charge. I also wrote to them, explaining in detail what had happened.

On June 17, I received a call from a rather hostile rep who said that there was no record of any cancellation, nor record of any packet of returns info being sent out, no record that anyone was scheduled to pick up my item, and that if I wanted to return it, I'd have to pay for the shipping myself.

I asked to speak to someone else and was told I couldn't. I told them that my credit card company was now investigating this, and was given the address to write to for complaints.

After this call ended, I was frustrated about how to get this table off my porch. I called UPS (the carrier for this item) and asked if I could simply refuse the item, since I hadn't opened it. They said that I could, and that it would be sent back to where it came from.

I called Sears again to let them know that their table was now on its way back to them. This time, I was transferred to a supervisor who apologized for the earlier call and told me that they would give me a credit thirty days after they received the kitchen table back in their warehouse. I asked about the status of the rest of my order and was told that it as still being looked into.

On June 19, 31 days after placing my order, I got a call regarding the living room table set (still not delivered). They said it would probably ship on June 25. There was no record of any discount being applied to the order. I asked if I could just cancel my order, and they said they could try, but probably not, because orders had to be cancelled within 24 hours of being placed. Even if my order was cancelled, she said, the item still might be sent out, and I would still have to pay for shipping it back.

Basically, I feel trapped. They sent me something I cancelled, they they charged me for it, they wouldn't take it back at their expense, they aren't going to credit me for another thirty days AFTER they get it back, they won't send me the remainder of my order and they won't allow me to cancel it either. There must be some kind of limit on the amount of time they can string you along like this.

I've been living with cardboard boxes for furniture for over a month now, with the hope (until June 19) that my furniture HAS to be somewhere on its way to me.

Last week I called and said I wanted my money back. They said a supervisor would call me back. They didn't. I would appreciate any help you could offer. In the meantime,I am paying interest on $526.05.

I have lost sleep over this knowing I was going to have to call them again and get the same response. It hasn't helped my digestive system either.

I returned all the items in 1 box (although they shipped it to me in 2 boxes). Nearly a month pasted and they finally credited my debit card but did not give me credit for one of the returned items (ironically, it was the only unopened item).

I called the Customer Service number on Monday after work and they were closed. I rushed home on Tuesday from work and called them. I was on hold for an hour when a customer service person finally picked up. I told her the problem and she said that the returns team had gone home for the day (they left at 4:30) and they would contact me in 3-5 business days and if they thought I was telling the truth, they would credit my card 5-10 business days after that.

I order from mail order a lot and I have never heard of such a thing. I told her that I wouldn't be home from work when they called (I work 8-5) and asked if I could speak to a supervisor, the customer service rep. then put me on hold another 45 minutes.

I finally got sick of it and hung up. I called them right back and this time instead of selecting the option for returns on the automated phone answering system, I picked the "place an order" option and they picked up in less than 3 seconds. Goes to show you they will treat you well to take your money but they treat you like **** when they are suposed to give it back.

The customer service supervisor I talked to said that she couldn't help me because the returns department was gone for the day and to call back when they are in the office. I called them this morning (Wed) from work, spent another 45 minutes on hold and when I finally got through to customer service, they said that they were not allowed to let customers speak to that department and that they would investiagte it based on my call and within 3-10 business days someone from the returns department would call me at the number I gave when I placed the order to discuss the return before a credit could be issued.

I told her that I worked (8-5) and would not be there to take thier call and the rep. told me that if I was not able to be at home when they called, I would not get a credit and that they couldn't call me at work because it was not the number on the order.

When I asked for her name and the name of a Manager that I could write to....she refused to give me a name and only said that I could send a letter to the attention of customer service.

It was not likely it would make here before Christmas, so I chose to cancel the order. The rep told me that she would place the cancellation but the item may arrive at my house. I do not want the item, nor do I want the hassle of sending the item back if it comes to my house. I would have to ship it back and pay postage for it myself.  

I realize this happens, but if I would have been told the item was backordered, I never would have ordered it in the first place. I don't want to wait for a refund from something I don't have because I need to go out and get a replacement gift right away. I would appreciate any help I can get for this mix-up that is not my fault. Thank you, Pam Prescott.

Pam should refuse delivery and contest the charge to her credit card by writing -- not phoning -- immediately to Sears and her credit card company.

So I could at least order the last thing on my list, but that I should call back two days after placing that order to make sure the same thing doesn't happen with this new order. So I called and it is still waiting for authorization, so now I have to call back on Dec. 14th to see if it went through.

I thought that all my Christmas shopping was done and that all the little ones were taken care of, but at least I found out before the date I was expecting to receive my order so that I still had time to fight the maddening crowds at the toy stores.