Sears Reviews

I do not have another $500 to purchase another refrigerator, when Sears could have exchanged it and when I called they hung up on me several times. I have all of the call logs and the receipts when they cancelled the order while I was in conversations with them. They were not willing to help me at all. I now have no refrigerator and no money to buy a new one until I receive my refund within 2 weeks. How poor is that type of service to a paying customer?

The replacement delivery was eventually cancelled because the replacement refrigerator was dented and they didn't load it on the truck. They rescheduled, made a few more misdirected robo calls, and I made a few phone calls to the store asking a supervisor to call me. Never returned my call. Today (1-04-11) the third refrigerator was delivered which I inspected at the truck. The freezer was dented. I told him I was cancelling the order and to load it back on the truck. The driver offered to switch out the freezers and I agreed. Then for some reason he switched out the door as well and I noticed the new door was also dented. He replaced it with the old one.

After they left I discovered they had taken the large interior door storage bin with them by mistake. I called Sears and they claim to be shipping me a replacement. Nothing has been offered to me to make up for this nightmare, except endless apologies that seem to be read from a script. I am paying off the refrigerator and closing my account. I have pretty much thrown out all of the food in my refrigerator. I have loaded and unloaded, bought ice, etc. How sad for a once great company to be where it is today.

I have called customer service and their only answer was that this item is a very popular and unique item and that I would have to order something else as there is no guarantee it will come back in stock. Why the ** did your website said it was in stock if it was not in stock? Way to support your freaking troops!

Similarly, I have still not received the travel system I have ordered (in November) and the baby clothes I ordered (early December). I finally received the baby clothes I ordered in October. At this rate my kid is going to be 2 years old before she gets her travel system and newborn clothing! I am very disappointed with Sears.com and Kmart.com's lack of customer concern and control of the items that they are trying to sell. I am also very disappointed in their lack of support for our troops and their families, who sometimes have no other options but to buy online.

Once again, I have asked numerous times by calling Sears and e-mailing them asking for a refund! I am being told the same thing every time I call by waiting 3-5 business days. Then they told me they were escalating an e-mail to issue the refund or that they were checking on it and put me on hold and then hung up, etc., etc. I have been a Sears customer for 25 years and I can't believe this is the way that they are treating their customers!

I finally received my first phone call 30 minutes later than the 2:30 pm and they asked for directions. I asked if they had a margin? The answer was sort of, unbelievable! The entire system Sears has in place is terrible. This is the second time this fridge has broken down. I have asked for compensation and I have been rejected. When I asked for the address for corporate, they said they were only authorized to give me the address of a holding company! Oh brother! Never again! Buyers beware!

I did not appreciate her rudeness and asked her to please shush and leave us be, since the other girl was doing fine already. She shouted in my face, "Excuse me, I deal with customers like you every day.", etc. I had not even raised my voice. I asked her to please go away and she said no, she was staying until the transaction was through. I asked her if she was a manager and she replied "Yes". Her name tag said no such thing.

I asked if there was a number I could call. She said they are in liquidation and there is nothing I can call, or do! I looked at the cashier who was assisting me and said thank you. As I was walking out, Claudette replied very loudly, "You're welcome!". This was all done in front of my 7-year-old daughter. I was extremely upset and could not forget about the entire incident for quite some time. I have never been treated this badly in any retail setting.

I did finally get the items but not before being late for work by starting to contact them at 6 am and still on the phone with them at 9 am. I spoke to 14 customer service reps who were all very nice but unable to assist me. Finally, I spoke to someone in the local office store and she committed to calling me back and that never happened. This was absolutely the worst service I have ever received. I was even told by one of the reps that my item was ordered on Sears.com but they contract with a third party vendor so this is not their fault. No accountability, no empathy, nothing but poor excuses and customer assignments. They had the nerve to ask a survey question have they helped me today in resolving my concerns?

I would not purchase another appliance from Sears because there is no service after the sale. Why purchase a service plan when you can't get them to come? It does not surprise me that some Sears stores are going to close.

It came in a few days, which was wonderful. We put it up and, naturally with my luck, six of the branches aren't lit like the rest. I tried changing fuses but that didn't help and neither did changing bulbs. It's strange since along the same cord, five of the branches were lit and then six were not. But whatever, I assumed I could exchange it. After emailing with customer service, they said they sent my problem to their "research department" and wanted me to wait eight business days for a response. Fine. I don't have a Sears in my town so I couldn't just exchange it that day anyway.

Eight business days go by (10 days) and we're well into December by now. I emailed them back asking about my tree and they say they sent me an email with questions to fill out but never heard back. I never got the email but whatever I'll answer the questions now. Half of them were already answered in my original email and the other half were asking for particulars about the condition of the box when it arrived, as in. Maybe we can blame UPS for this faulty Christmas tree. Nope, the box was in good shape.

They wanted me to wait another eight business days for research to do their thing. And I'm left wondering, *** is the research department doing? Are they going to tell me how I might be able to fix my own brand new broken tree instead of just getting a brand new perfectly working one? So after communicating with them more, they wanted to go through all these motions to get it sent back to them but they wouldn't send me a new one. By then it was a few days before Christmas and I had to travel to see relatives. So I brought the tree with me to return/hopefully exchange where my relatives live (which is where I bought the thing). Of course, after checking two Sears stores in different cities, neither had another one of this tree left. Wonderful, I'm out of a Christmas tree.

I highly doubt that I'll get the same tree for the same price next year, which is disappointing because it's the only tree we've found anywhere that we even remotely like. I was really looking forward to having a Christmas tree this year too. If I had just taken the tree to the nearest Sears store to me (an hour and a half away) immediately after discovering it was defective, I would've probably been able to exchange it and have a Christmas tree this year. Instead, I was jerked around by customer service and the "research department" for a few weeks and missed my chance. Thanks, Sears. I may or may not buy from you again.

When I got to the Daytona Beach store, they said they had sold it and that there's nothing they could do about it. I was left waiting for 15 minutes at the pickup and left me sitting for 6 minutes until the manager came out and said that they don't have it so I'll just have to get a refund or they can get a floor model with possible floor damage from another store on Wednesday, and those are my choices. There was no apologies at all for what happened. I was shocked at how the employees treat loyal customers.

When I pressed why it was sold after I had paid for it and it was put in will call, he was not very nice about it and said since I didn't take it with me it was fair game for any mix-ups that might happen this time of year, and it was so important I should have taken it with me. This was paid for, in stock and new in box. At the time of sale, I asked the sales clerk if it was safe, and he stated that there will be no worries, but then I met the manager when I went to pick it up and the way it was handled was very cold and uncaring for something that ruined our Christmas. The attitude of the store is not the one I want to support and I have been a loyal customer, but not anymore.

I approached one of two sales clerks in the men's shoe department to inquire about where the women's fitting room was located, because I didn't know where it was. A young lady Hispanic was somewhat abrupt in tone, not really polite or professional, and it seemed to me that she seemed irritated about something. What that might have been I have no idea. I was polite and professional with this woman, and I expect to be treated in kind. Instead the young woman seemed put out, which only added to my own stress.

After I tried on the jeans, I then had to buy some shoes. Now this time while waiting at the sales clerk check-out counter, a young woman did help me. However, once she returned with my shoes, she immediately left me and never bothered to check on me. I felt abandoned. So, after I tried on the shoes and walked a little bit around in the shoes to make sure they were a good fit, no one still checked on me, leaving me feeling ignored. I then took my jeans and shoes over to the adjacent room to pay for them.

I waited in line behind a sign that said "The line starts here." When I got to the counter, the sales clerk rings up my order, but before I finish paying for my purchase, someone just threw their clothes right onto the counter before I'm finished. It's totally unacceptable. I felt somewhat angry and offended. And I swore to my self that I would never return to the Sears on 1st & Lander in the Sodo district.

When I called Sears.com customer service, the service agent said that the order was cancelled because the item was not in stock. The service agent further said that they checked about a dozen other sources before canceling my order but the item was not available. While keeping the service agent on the phone with me, I went online to Sears.com, where the item was showing "in-stock." Further, I went and checked local Sears store availability online, where the item was showing "in-stock" at both of the two closest Sears stores to me. In addition, it was "in-stock" on Amazon.com, and I checked Pricegrabber.com and it was "in-stock" at 13 other locations online.

So, Sears customer service basically fed me a load of **, and Sears.com didn't have the courtesy to inform me right before Christmas that they had no intention of delivering the product to me. Fortunately, it was "in-stock" at the Target, two miles from my house so I was able to purchase it anyway (albeit with the inconvenience of needing to hit a Target on the Friday night before Christmas).

I was on hold with Sears' service agent for more than 45 minutes trying to get a satisfactory apology--but never did. While I was on hold, I took screenshots of all of the "in-stock" availability to verify the truth in everything that I am saying. I took screenshots of the cancellation, I took screenshots of every email I received from Sears on this matter, as well as every Sears credit card email I received--basically to support that Sears never bothered to notify me in any way and I keep all my email records highly organized.

So, I guess the message is--if you purchase online from Sears, maybe you'll get what you ordered and maybe you won't, but don't trust the Sears brand name as something you can rely on to be decently notified if they cannot meet their implicit obligation to you. Apparently, they could not care less. I'll now copy and paste this message into every online consumer complaint site I can find.

Every time I need anything from this company, it is all drama, aggravation, and a great deal of my time wasted. So this morning I just spent 45 minutes on the phone with Sears (4 transfers and 4 times having to confirm my info and repeat my story) to find out that they cannot deal with intermittent problems - the leak has to be happening at the time they are there for them to do anything about it which is absurd. To make matters worse, there was no record of the promise that a second technician was going to come to my house yesterday. When I asked for a refund of my warranty plan, I was told that I still have to pay for the service call by the technician who not only did nothing, but left when I asked him to call his supervisor. When I complained about that, the agent hung up on me. Why do I go through this every single time I need service?

After about ten minutes, he informed me that the element is broken. He said it would cost as much to fix it as to buy a new dryer. Whatever happened to reuse, recycle, etcetera? I received a bill for just under 100 dollars with no senior discount. He was here, according to his bill for 10 minutes! I would have thought more like 20. That was equivalent to throwing away 100 dollars! As a senior citizen on very limited income, I feel that I have been ‘taken’. Sears used to have an excellent reputation in Canada.

I purchased an A/C unit from Sears who contracted another company to install it. They installed it improperly which caused water to leak to for 20 days. It took me two months and seven separate visits (including two from Sears technicians and three with the first contractors who initially installed), none of whom could identify the problem (rather, they identified other problems I had fixed only to find out the problem was not fixed).

Finally, Sears sent out a different contractor who said that the problem was blatantly obvious and actually dangerous. If you look at the coil, there are two holes, and in one of which, the white pipe comes out into something else. These guys stuck the white pipe in the wrong hole and sealed up the proper one--no one knows why. When I tell this to people who know HVAC, they all agree that it is blatantly obvious. But neither of the two Sears techs or the three different groups from the first contracting company saw it.

What a poor system and the worst service department I have ever encountered! I have now waited on the phone for 35 minutes for my second attempt to talk with the "boss". Useless!

No one has called back. The gas company technician inspected the appliance and piping/connections with a gas detection device, and found that some piping was improperly installed. Additionally, he noted that the vent for the appliance was improperly installed, and had fallen off. He left us a written report stating these findings. In the morning of 12/6/11, we called Sears installation (800-732-7747) to follow up, talked to Tiffany (251398), and Xavier (82015), and both of them refused to let me speak to a supervisor. Both said someone would call us back. No one has called back. At about 2PM, we again called installation (800-732-7747), and talked to Crystal (delivery dept **). She tells us that the supervisor who should call us back is in another unit, so she can't provide information as to why they won't call back.

We again explained to her that the gas service is off at Sears direction, and that we are located in Wisconsin, it is nearing freezing, and the water pipes in the home are subject to freeze. I asked when we could expect action, and she says 24 to 72 hours, that is procedure. She issued us claim number 116864. So what I understand is, Sears is willing to let tens of thousands of dollars of collateral damage occur, rather than responding to the problem. Are there any adults in Sears we can talk to? The longer Sears waits, the worse this gets.

I've actually complained before regarding their non-existent inventory tracking system. That was a couple of years ago and I don't know if they've improved their system on inventory data.

This time I ordered something to be picked up at a store and the confirmation email indicates that the package would arrive in 5 to 7 days. As is the policy with Sears, you should receive another email when the package is ready to be picked up at the store. Over 2 weeks have passed and no email. So I called customer service and was told the items had to be shipped by a third party and would take 3-4 weeks. I didn't believe the agent because the items are sold by Sears, not by a third party and the product page doesn't mention anything about taking 3-4 weeks to fulfill. So, I emailed Sears and was informed the package had already arrived at the store 4 days after I placed the order but I had to call the store to verify. Isn't it ridiculous they didn't even have the confidence to tell you that for sure and a customer has to make another call? I called and got the verification. My order page on the Sears' website has no tracking info and as a matter of fact, no info has been updated since I placed the order. Sears is years behind the curve.

Today, I went to pick up the order. I waited for 76 minutes, yes, more than an hour for them to find the items to no avail. They couldn't find them. They couldn't even tell me if they received the package. I just assumed the items arrived in a package, but who knows how Sears do things. I was so aggravated at that point and I had to leave so that I forgot to ask them how they could tell from their antiquated computerized system if the items were here or not. Basically their system shows what items I ordered, but no info on whether they are at the store or not. Yet they charged my credit card already. I am pretty sure Sears' policy is not charging customers until the order has shipped. Who does business like this?

In early 2010, I called the local Sears store to get contact information regarding this product’s warranty as one side of the mattress had sagged to the point it stayed more than 6 from the surrounding area. When I spoke to a customer service representative they referred me to Sealy, stating the product was actually one of theirs and they would need to handle any warranty issues. I then contacted Sealy through the phone number provided by Sears’ customer service, who informed me I must file a warranty claim online. At the website indicated, I was surprised to find a condition of warranty to be the law tag needing to be intact. As this item had indicated not to be removed except by consumer, I had removed it.

I wrote to Sealy regarding this issue and was informed: 1.) the tag was a basic condition of the warranty; 2.) I would have received a copy of the Sealy warranty at the time of purchase; and 3.) Sears is an active Sealy dealer and they will handle any warranty issues.

First, the tag clearly indicated I could remove it. Secondly, I was never provided with anything at the time of sale other than the receipt and a mail-in rebate form (I still have the original along with the receipts and warranties from all my major purchases). Finally, Sealy passed the buck back to Sears.

After a letter and several phone calls, Sears has also that told me the removal of the "consumer" tag voided any warranty and since I can't "prove" I did not receive warranty paperwork, they can't help me. So much for consumer protection, customer service, loyalty and what-have-you.

The last time they came they installed a new part. An hour later, the refrigerator was not working again. I tried to get them to come right back, but they scheduled another service call two days later. Before you purchase from Sears, be sure to check out all the customer complaints. I wish I did. I will never buy another appliance from them.

Anyway, I called this morning to clarify that I need someone to come early, so that they can fix it before I have to leave for a 1:00 doctor's appointment. I have called multiple times. I have been transferred several times and been disconnected. When I asked to speak to a supervisor, I asked for the phone number in case I was disconnected and was told the supervisor had no phone number. Of course, I was never connected. One customer service (? ) woman told me a supervisor could give me no help and hung up on me. Is there anyone at Sears interested in helping a consumer. Sears said that if I called whirlpool service, they would not honor the warranty. Is there was a lower rating than one star, that is what I would give Sears.

I was confused, and asked if the $70 would include an estimate for repairs and parts? She replied with yes. So why would I prepay, not knowing what might be involved? I didn't understand, and told her this seemed very odd, and like a hard sell. I explained that given such an odd option, I wasn't very comfortable with their service and wanted to consider my options with other service companies. She hung up on me! Wow! Rude to the max, and really aggressive, and unprofessional. I was shocked! I am now looking for other service teams that service Hotpoint and Kenmore products. I'll order the parts myself online, and repair it, if needed.

Friday. After learning this would I have been better off returning the original treadmill for a refund that day then to turn around and repurchase the same one for $100 cheaper 5 minutes later? If it wasn't such a hassle, I would have.

The day I purchased the treadmill, we were straight up lied to by the sales associate. My wife and I have purchased numerous items over the years from Sears which include some more costly items. We are extremely let down by this experience and hope this letter will at least raise some concern about policy and customer service, and hopefully prevent the loss of faithful customers.

I have received a couple generic automated responses. They said they were sorry but they were going to stand behind the sale associates decision. Really? The decision to lie right to the customer's face!

Sears is the worst shopping experience I have ever had!

The cashier has no idea what to do and it is very obvious so we requested to speak with a manager. This manger was the least professional, complete lack of any customer service skill, was just down right rude and sarcastic to the point that my daughter was so upset she cried. My husband and I have been customers for Sears since 1996 and I have never seen such lack of management skills in my life. I requested he give me his business card and along with the name of the cashier. He never gave a business card, just wrote down first names for me on scrap piece of paper. Questioned the manager why he had no name tag, he said he was not required to wear one. The cashier was also not wearing a name tag. I have never had such an experience where the customer is at fault and the employees are guilt free.

I now have to wait till November 30 to have my broken dishwasher repaired! Tomorrow is Thanksgiving and I am cooking for 12! I am not a happy camper at all. I have always had good results with Sears on their maintenance plan but this time is totally ridiculous! I called the customer service line, 1-800-469-4663, to voice my complaint only to be cut off by one foreigner. I had to call again and go through the entire process for the second time since being canceled today. I asked to speak to a supervisor. I was put on hold listening to music for 35+ minutes when I finally said enough is enough! Either they put me on hold to no one or that the supervisor sure has a lot of complaint calls to handle.

This is unacceptable to me, being stood up by the tech and on top of that, being totally ignored by the supervisor in Customer Service. Please get some competent help! I have used Sears for years and don't feel I should be treated this way at all. I just want to be heard and to be understood, as a valued but dissatisfied customer. I will be waiting for a prompt reply.

P.S. Maybe Jessica, who made the original work order for me, would like to stop by tomorrow on Thanksgiving and do dishes for me!

Immediately upon leaving I could tell something was not right with the brakes, but thought hopefully just because they are new brakes. I drove it with bumping, shaking and noise until I could have my dad check it the next day. He told me to take it back because the tear brake was not adjusted right and the brake was so hot it would burn you. The tire was basically locked in place and being ruined in the process. I took it back and they agreed to look at it and found it was totally messed up (not adjusted properly) and even replaced my rear tires because it damaged my tires in the process.

After another 2 hours, I took the car though the incompetent tech told me that I also needed new front brakes because they were now causing a vibration. I thought maybe he was just trying to get more money out of me, so I just told him that couldn't be the case because I had them repaired by the dealership earlier this year. He told me I should have them check them. I told him there was no shake or vibration at all and I would be back if there’s still an issue. Sure enough, as soon as I stop with any speed, the whole front end was shaking. I called back and spoke with the "manager" who told me to bring it back again. I took it again this morning for another 1.5 hours so they could adjust the drums on the rear. Again, something that should have been done properly from the beginning. No empathy or apology was given. Unbelievable customer “no” service! I have wasted nearly 10 hours of my time, lost numerous hours of sleep (I work 2nd shift) and wasted gas driving back and forth from Thomasville to High Point dealing with this.

We will never buy another Sears product, or a product from Sears, ever.

After scheduling an appointment, the technician did not show up on time and Sears Customer Service says that they do not have an ETA. I need to wait at home until I hear from the technician no matter how late. So what is the use of scheduling an appointment?

They also ensure that you cannot talk to a senior person in customer service who can do something about it. This is extremely disappointing customer service. It turns out that a lawsuit had been filed for the particular problem that I had with the refrigerator.

My suspicion is that if you are infirm or elderly, the installer will do whatever he/she pleases, and there is no care given to ensure quality. We had a similar problem when we tried to get them to install a garage door opener for my parents earlier this year. Why I thought they could do better is beyond me. I will never use Sears again, believe me.

Thank goodness for the caregivers who were able to tape the dryer vent together so that the product was usable. Shame on Sears for poor customer service and for letting someone commit elder abuse (for that is what it was). Sears should be ashamed.

In all the bends, the cracking starts then spiderwebs out. Sears is refusing to replace it again now saying it's not covered after three years, they say it is cosmetic. To me they are still replacing the original top that cracked and everyone they replaced has cracked. This is a $700 part. Replace it again and again is not the fix as there must be a defect in design or using insufficient amount or sub rated enamel. Give me some insensitive to buy another one. Was told Sear's can't do that, then everyone would want that done and person I talked to laughed when I told her, "Sears used to care if a customer was happy and would go way beyond to make sure the customer was happy. Is it this day and age or since sears and Kmart merged that they no longer care."

Sears sided with the incompetent Pacific Express and I am amazed that Sears still uses this company for service. Beware consumers.The BBB will hear from me about this company and Sears' handling of this issue.

A few days later, when reviewing my credit card statements, I saw that they are charging me the full price of the more expensive mattress. When I called to complain, they told me (another 1 1/2 hour waste of my time) that they could not offer me free delivery, so that would cost an extra $90. I cancelled the order, and will find a mattress somewhere else.

The kitchen is now three years old, and falling apart, and believe me when I say, it's been treated with utmost care. Everything Sears did was cheap and poorly done: glued on laminated counter tops, and backsplashes (the glue is everywhere and the backsplashes are coming off), poor quality cabinets, etc.

I feel that if you wish for me to possibly purchase from the Sear's site, you will, as good customer relations, provide me with free shipping for the next six months and maybe throw in a discount or two.

He realized the defective part was still under warranty and we decided to call Sears for service. They first scheduled the service 3 days out, I called them back and got an appointment for the next day. Well, the next day no service tech came or called. I called Sears service at 6pm. At first I was lead to believe that they were talking to the tech on another phone.

I was put on hold for a long time and then switched to another person who had no idea of what was going on so I had to explain the situation all over again. He put me on hold and after a long wait was switched to another person, by this time I was so frustrated I vented my frustration on Ken 251097. He was so rude. He basically told me he took calls from people like me all day every day, leading me to assume they must have really bad service.

My husband researched the part we needed online and found out it would be $300.00 to purchase it (which was still under warranty) so he called Sears and they wanted to reschedule another appointment and told him it would only cost $129.00 to install so he told the service tech to come out. Did I mention how much money I lost from work because of Sears screw up?

Anyway, the tech came out on Wed. 11-9-11 and looked at the washer. It was still in parts and we agreed what needed to be changed and then quoted us $602.00 for the labor and the extra part that he said was broken when he took it apart! What? I have shopped at Sears all my life (51) and my parents always shopped at Sears, what kind of customer service is this?

What kind is an expensive washer that breaks down after 5 years of use? These things are supposed to last for years (10-15) before they break down. So now my husband has removed the stator without breaking it (the inflated estimate) and is going to take the tub to Sears and demand a tub so he can put our machine back together!

What has USA become when you can't get satisfaction from Sears? Give me a break, do yourself a favor and look up how much the CEO of Craftsman's tools make in a year and you may think twice about shopping at Sears, I know they have lost me as a customer!

Sears responded to the Better Business Bureau that the dishwasher was installed (eventually), so the situation was resolved and they’re sorry for the inconvenience and hope I come back. I guess they consider resolved to mean a dissatisfied customer still waiting for return phone calls. My son also had a problem with Sears delivery of a treadmill during the same timeframe. They responded to him by waiving his delivery fee, giving him 5% cash back and a gift card. It’s interesting how a man complains and they bend over backwards. A woman complains and Sears could not care less.

Finally, after over a month, I did get it fixed. But a few months later, the same part needed to be replaced. I was so unhappy. So I called for another appointment. I waited all day for him to show up. At 2:30, I had to pick up my daughter, so I wrote a note on door that stated I'll be back in 5 minutes. And yes, you guessed it. He came and left a note to rebook an appointment. I guess he couldn't wait for us for 5 min. I called again, and weeks later, I waited all day for him. Five minutes before the end of the day, once again I was told three stories. He went home sick, jobs ran late, and didn't have someone to knew how to fix the stove in the area. And yes they *** up once again and my next date is not until the 2nd of this month. I'm just getting so fed up.

That's not the best part as I'm waiting over a month for service for my stove and not getting anywhere. My new refrigerator I just bought at Sears had stopped freezing ice. I called, and told them I have a service date and if they could send someone that could fix both. But of course, I needed another day. I can't wait to see all the *** on waiting for that. So that is my story. Pleas help - I'm getting so fed up! This not my only letter - Im writing many more to consumer affairs and complain agencies. Thanks for your time.

Customer Service then proceeded to tell me that the repair person said they were at my house at 5:30 and no one was home. Well here is the problem: I Have 24 hour security surveillance at my home which allows me to see who is coming in/around my house 24 hours a day. He never showed so when I proceeded to tell the customer service person that, they then told me I would have to make another appointment. "When was that?" I asked. "Thursday! Are you serious! This is my refrigerator, not a washer/dryer or another appliance that isn't necessary! This is an urgent matter and to have to wait until Thursday is completely unacceptable!"

I'm told that in order to receive credit to my account or a replacement, I need to disassemble this machine, box and ship it myself, then order a new one. I no longer have the box; the installer took it to the curb the day he put the machine together, so where would I find a box? Plus, it is not possible for me to box a 300 pound object, and given that it has been defective from the get-go, I do not believe either of these actions are my responsibility in order to receive a refund and/or a new treadmill. I have called Sears and visited the store many times. Last Wednesday, I was on the phone for 4.5 hours trying to receive a resolution to my problem. That is an example of the poor customer service I have been receiving for the past month, in addition to not having my calls returned when promised and being disconnected during the middle of calls.

5 weeks ago, I received my treadmill and it is still not working nor is it in the process of being properly returned, plus the charge still lingers on my credit card. In addition, I have wasted 1.5 days of PTO (with more likely needed) to deal with this problem, which does not include the hours I have spent on the phone while at work trying to resolve this problem with Sears. My treadmill should be relieving my stress, not causing it!

On Oct 30, I went to Sears and spoke to a sales person who contacted customer service, and she also said the same thing. I decided to call today and customer service tells me that the service technician did not report the problem to customer service. Therefore another visit is scheduled for Nov 18th.

Why is this so hard? Is Sears going to give me the credit since equipment was under contact and I have not had a washer since end of Sept and I need one.

We ordered an AC ductless system, after Sears sent out their representative who took our $5000 deposit and gave us a price for the system. Almost 3 months later, and after countless unreturned phone calls from the district manager in charge of our job, Terry **, we find out that the job is much bigger than the price we agreed upon. If we still wanted it, we would have to pay more.

Maybe if they had actually had a real installer look at the job and price it from the beginning, instead of a salesman, they would have accurately quoted the job. Of course we had to also follow up every day for the past week to get them to send our deposit back. Their customer service is the worst I've ever encountered. We'll never deal with them again. Let's see how long it takes us to actually receive a check.

A rep from Sears came out but did not have a meter to check it. A new appointment was made but no one showed up. A third appointment was made but after saying they would miss the 8-12 window to service the oven. They called and said they were running late. Later, I received a call from Sears and said there are no adjustments than can be made and that I should contact the Sears store manager to have unit replaced. My manual that came with the oven says there are adjustments and it tells how to do it when installing the oven. So Sears just lies and makes up stories. This oven was to be set at the factory when it was made. I guess they failed at that too.

All the meters including the earlier Craftsman model came up with the same or just varied a few digits off - but basically got the same reading/measurement on all the meters. The Craftsman Multimeter 82337 has a problem that I was told by Sears Customer Service that since I was the only one person complaining about the product, nothing is going to be done.

I had purchased 82337 about a month and a half ago. I went back a few days ago and got a replacement unit from The Sears Store I bought the original unit from, the staff in the store that helped me was attentive - that's good. But the product has a problem and no one is going to do anything about it. It makes me very unsure about buying any more Craftsman Meters again. It's not the store I am complaining about, it's the Craftsman Multimeter. I am an Electronics Technician and bad equipment hampers repair work.

Once the outside service identified the problem was the thermostat and refrigerant, the Regional Manager sent someone to install the thermostat. As stated, we never received reimbursement for the service call and the Sears’ tech claimed the refrigerant was fine and considering the hoops we have had to jump through just to get service, I am reluctant to believe that. We purchased a five-year maintenance plan for the heating system components. When I tried to make an appointment for our first check-up in the spring of 2011, I was told I did not have a plan for such components. The maintenance agreement was written for an oil furnace, which we do not have nor did we purchase. Therefore, I had to spend hours trying to resolve the issue before anyone would come to the property. Again, several unreturned phone calls by the Regional Manager. When he did finally call all he say was that his records showed the maintenance plan was written for the components we purchased so it should be okay, just show the receipt to the maintenance tech and Sears will reimburse for any charges. He offered no other help whatsoever.

I researched complaints with the Better Business Bureau and found that when consumers were told to just show the receipt to the maintenance tech, they do get charged for the service and not reimbursed. I had to spend hours of my time trying to resolve the issue when I had actually paid $665 for the plan so I would not have issues. The current issue is the auxiliary heat turns on when the temperature is higher than the designated 40 degrees i.e. 63 degrees and there is a whooshing sound near the condenser when this happens, therefore, my propane is being called for and used unnecessarily. The service told me the thermostat controls the system and it involves algorithms he doesn't understand. Then he asked me for the installation manual! I didn't have the installation manual; I had the owner’s manual which he pursued, and then told me the system is supposed to work like that, threw the book down and left.

If the system is not working properly it needs repair or replacement. I am not getting the level of service assured by Sears and the maintenance agreement. I have no heat. I have unreturned phone calls from the executive offices of Sears Holdings. I faxed a letter outlining the issues and sent it to the corporate offices, but no response. I called the executive office again and placed a message with Lou D'Ambrosio's voicemail this morning at 7 am. It is now 9:21 am and I have no response. The weather is getting colder. My propane will run out quickly if they do not fix this issue. I am a senior woman who spent close to $7000 for a system and maintenance plan, and I am cold and need to buy space heaters because Sears will not respond to fix my system.

I was given a telephone number to call, which is a number that's on my product booklet. So, when I got back home, I called again, and after being put on hold while the young woman checked with someone, I was told to bring it back to the store or take it to a repair center to have it repaired! It's rusty! There's nothing to be repaired! So, she then told me to try to find the receipt! So, I searched through the last year's receipts and found it! Next step is to take it back to the store for a refund, and I will never buy anything from Sears again! They can go bankrupt for all I care!

I am willing to assume costs for any damage if I install it incorrectly--as is part of the warranty.

I am not going to pay $130 flat rate to have someone deliver a part to my house. I feel that it is illegal to withhold a part that is in written ink promised to me.

Still trying to get my refund after a month of initially returning the product, people there seem clueless about what is going on and continuously try to pass you off to other people. I kept getting told that I will receive a call back as soon as they know something. What kind of poorly run business is this where no one knows what the status of a customer refund is. I wish something can be done about this, Sears customer service is by far one of the worst I have ever experienced.

I made an online purchase with a debit card on 10/07/2011 for $219.37 via PayPal. That amount was immediately charged to my checking account. Part of my order was cancelled by Sears but instead of refunding the remaining balance of what was paid Sears charged my account again.

The total amount of merchandise I received today was $83.83. That has already been taken out of my checking account and went through as a separate transaction. Another charge for $28.98 is pending and will be taken from my checking account tomorrow, 10/11/2011. This will bring the total charges to $332.18. I've only received $83.83 worth of merchandise. When I placed the order I had a balance just under $311.00. Due to the added unauthorized charges to my checking account my account will be overdrawn.

On October 8, 2011, I was on the road when I received a call that the price quoted was the wrong price and they were not going to do the job. I explained to them, that the price was quoted to me twice. I received a call a few minutes saying that they would do the job. Within fifteen minutes, I received another call from the contractor stating that he couldn't do the job because of yellow jackets surrounding the truck and they weren't going to do the work. On the same day, I called back and rescheduled an appointment for October 14, 2011 in the morning. I was assured that date.

On Oct 10, 2010, I received a call stating that the date could not be met because of an overbooking. I was then told that the supervisor would be calling back in ten minutes. With in that period, I received a call from a person who claim to be the supervisor in charged. I told him that I was quoted twice. He began to explain to me that the price quoted was only an estimate and the actual price. We got into a heated discussion and tempers got out of hand. To make a long story short, I was put on to the "no call list" and when I tried to call back, they asked, "is this Mr. **?" and I said "yes," they then hung up on me. I have been shopping at Sears since I was sixteen years old, I am now '70,' I have never been so angry as I am now. I know Sears has been having troubles lately, but I don't deserve this kind of treatment as a valued customer.

I went to the Windsor Sears and spoke to the service manager, a man named Mike. I explained to him that I felt taken. I paid for a lock, which I didn't need a repair on, and a slider that wasn't necessary. I paid over $300.00 and still have a dishwasher that leaks. He said he would look into the matter. It has now been over a week and I have not heard from anyone at Sears.

You know the worst part of this is that a service manager called us the next day and seemed to be sincerely concerned. As a form of apology, he told us that he was rescheduling us for the next afternoon and extending our warranty. I know he rescheduled us for the next day. It's because when the guy failed to show up by 4 pm, we called 800-4-my-home and the recording confirmed that we were scheduled for today. Your customer and escalations teams all but laughed at us and stated that no one could do that.

For one, I had to keep calling the employees at Sears. Two, I would have thought she would want to do business with me since I have already spent over $15,000 in the last six years at her store. She could have made me some type of deal considering that her employees are just sitting around. I was very disappointed and am considering never to purchase from this location again. I really don't care if she is having a grand baby and I truly don't care if she is sleeping. To me, business is business and with the world today, you better get out while the getting is good. I hope that you get lots of rest and enjoy your grandchild.

Now, they want to reschedule for October 14 with no guarantees that a technician will show up. I lost over $400 worth of food. I need to either get this freezer replaced or repaired by October 9. I don't think this will happen as I can never speak with anyone locally. I always get routed overseas to call centers. This is ridiculous.

I will never buy anything at Sears or Kmart again and I will advice my local Investigative reporters, national news outlets, as well as the BBB regarding this issue. I had a horrible experience! I already called my credit card company regarding the issue.

Today, October 4, the item is still outside my front door; no one picked it up. Sears told me that the first pick up was never set up, and I have to wait for another week or so for it be picked up, before credit can be issued. I asked a manager, Patricia **, that I would like to speak to a higher manager, and she lied that there is no one above her. I still don't have credit for the purchase, and the item is still not picked up.

We lost power and I hooked up the generator to the breaker box and zapped my refrigerator (my fault). We needed service ASAP to keep food from spoiling, to no avail. So I will no longer buy anything from Sears ever again.

I am so pissed off. Plus, Joe ** called me to come back. But how? Unless the Sears Hicksville Auto Department give me a new ** battery. Everyone in the Sears Repair Center I chatted agreed that they should either credit me to get a new one or give me a new one under the warranty period.

First, I will not tolerate neither abuse nor harassment from the regional managers and Hicksville, NY store auto repair. Terrible, horrible experience! These regional managers and Hicksville, NY auto repair store were quick to jump and attack. Plus, they have a very old, 30 years or more battery diagnostics equipment. On their website: Sears satisfaction guarantee and no hassle return policy. Satisfaction guaranteed or your money back.

I, Dennis **, is ultimately unsatisfied. I want a full refund plus additional for aggravation/stress and $220 for a new battery I bought on 9/21/2011 from my good sellers in Lindenhurst. I bought a new one from SK Speed Shop Lindenhurst, NY for $219.00, no tax (Optima Deep Cycle 12V YellowTop 34/78 ual post) on 9/21/2011 at 11:14AM. If no response and money back with the above stated fees, next will be FTC and Consumer Affairs.

My warranty expired in June of this year and Sears refused to repair my second microwave; instead, they suggested that I buy a service contract. The first time it happened, I understood that the warranty was over and it was very costly to have it repaired so I chose to buy a new one. But after one year, the second microwave also failed with the same issue--the keypad.

These microwaves are being poorly manufactured and Kenmore should repair them at no cost. I received absolutely no empathy or help from Sears consumer escalation folks. Both of these microwaves were literally new when they stopped working. I find it insulting that they don't send someone to fix this item and that they are not even concerned in finding out what's wrong with it. Consequently, other customers will similarly be inconvenienced in the future.

Please stay away from Kenmore built-in microwaves as the keypads fail after a while.

Thus, the supervisor she spoke to yesterday, had lied to her just to get her off the phone. I spoke to a supervisor this morning, and he was rude and unwilling to do anything, despite the fact that this was the second time that Sears had canceled. He insisted that it wasn't his problem that Sears can't keep a promise, and he refused to listen to the taped call when I asked him to confirm that the supervisor was lying to my wife.

We tried and tried to contact Sears and they never responded. However, it is now 2011, and since we did not pay our account in full before the terms (pay before the deferred interest is added), we are still paying on this account. We have made payments in excess of $1,100.00 for all of this time on a limit of $6,800.00. The total cost did not even equal our balance on the job but they have never bothered to do a followup or answer our complaints. They suckered us with the smooth sales pitch and it is just horrible. We have never missed a payment either.

Never deal with these guys! Their products are like the old '60s Sears but their customer service and support (let alone the crews that they unleash upon you), stink! Consider hiring a company that may cost a little more but guarantees the total package. Sears won't deliver that for you. I am still regretting that we ever opened our front door.

My husband finally had to call the headquarters to get any help. Whenever I called the 800 number, I was calling overseas to try to communicate with someone whom I could not understand and who did not speak fluent English! Imagine that? There are millions of Americans without jobs and I had to call overseas! I am so done with Sears. I will never buy from them again, nor recommend them. If it weren't for the simple fact that I am tired of dealing with this, I would pursue it further. But I am done wasting my time!

The man came and said he needed to order some parts because they did not have any in stock. He said I would get a phone call in a few days to update me because they weren't sure if the parts needed to be ordered from LG or they might be able to locate some in the country. I never got a phone call. It took over a month for my oven to be fixed. I had to call so many times to check on the status. Sears did not have the decency to call me once!

Then a few weeks later the oven stopped working again. Again I called. Someone came out and fixed it.

Then, about a week later, my oven broke again. I called in for a rush service because it was my sons 1st birthday party on Sept 10, 2011. The lady told me that someone would be here on the 10th between 8 and 4 o'clock. I had went ahead and prepared food for the party expecting my oven to be fixed by 4 pm. No one showed up. I got no phone call. I had to throw away the food I had prepared and had to arrange snacks and appetizers for 30 last minute since the party was starting at 6pm. I got no phone call over the next few days and as always, I had to call in. The lady told me someone would come out in a few days. The gentleman came and again couldn't fix it cause he needed parts. He said I would get a phone call on Monday Sept 19, 2011. Today is Sept. 22, 2011 and no phone call.

My oven has been broken three times in the last month and half. I'm so pissed off at the pathetic service Sears is providing. They say one thing do another. How can a big business be so unprofessional? Why am I being jerked around like this? Who's gonna pay for all the food that I had to throw out? Its not fair how these people are taking advantage of their customers. I need answers! I've been jerked around for over a month now and I'm angry!

Sears needs to take accountability for their actions. I shouldn't have to go through all this nonsense when I have already paid for the service! My salesman at Sears told us, when we purchased the appliances, that if they can't fix the problem in three tries they would replace the appliance. SEARS needs to replace my range today!

I called the service department and they told me that they had no record of my purchase. It took two days on the phone and a visit from a technician to prove to them that I had made the $8,000 purchase.

This has been two months ago. First, they couldn't find the part (which is still under warranty). Then they would schedule and not show up. The technician does not return phone calls. I have tried to get a number to their complaint office and they ignore me as if I hadn't said anything. The appointments have been scheduled between 8:00 AM and 5:00 PM. My husband and I both have missed work to make sure someone is here.

Today, when rescheduling (again), I requested for them to just send me the part and my husband can install it. They told me that their technician had to be the one to do the install. The next scheduled appointment is the 30th of September (if the tech shows), sometime between 8:00 AM and 5:00 PM.

Thank you for your time.

My husband and I are very disappointed in Sears' lack of customer service. Sears sold us a Kenmore last year's model at a discounted price, untouched or removed from the carton. We were told that it was guaranteed to work just as well as the newest versions of refrigerators. We complained that our frozen food was being thawed out and then refrozen. We were very upset that we had to keep throwing food away because of this. We didn't want to take the chance of becoming sick. We were told on the first two repair visits that they could not find anything wrong with our refrigerator. We were just told to keep the food away from the proximity of the mechanisms on the top and bottom of the refrigerator and the repairmen turned up the cooling level setting on the refrigerator. It didn't solve the problem.

From the third visit from a repairmen, we found out (via a phone call he made) that our refrigerator model had a history of a faulty freezer mechanism. It would get stuck in the defrost mode too long and then the mechanism would freeze everything again afterwards. With this history of a freezer problem, they should have taken it off their sales floor when they found out about it. By this time, it was now seven months into our warranty, which meant that we had seven months of wasted food that we had to toss out. It was very inconvenient and bad to the wallet, to say the least.

We wrote a letter to the W. Bruce **, CEO of Sears, Roebuck & Co. at 3333 Beverly Road, Hoffman Estates, IL 60179. We thought it would be fair that Sears honored our monetary loss by reimbursing us for all the food we threw away to avoid food poisoning or getting sick from it. We also thought it was unfair that we had to wait hours (one time we had to wait six hours past the repairman's estimated time of arrival) for the repairman to arrive. Again, it was very inconvenient and a lot of wasted time, taking time from other things, like our jobs.

Sears had not even offered to lend us a working compact freezer to use while we waited for the new part. As I previously said, they knew that the model had a history of a bad freezer mechanism and they still had it on the sales floor. A representative that worked under Sears CEO W. Bruce **'s response was to offer us a one-time offer of a $150.00 gift card to Sears to cover the wasted food. We spent a lot more money than that on food that we had to throw away, but it was better than nothing at all.

A week or two later, a repairman came with a new part to replace the malfunctioning one. But after using the refrigerator and adjusting the mechanism to different levels of cooling settings, the refrigerator still continued to give us problems. The ice cream, frozen waffles etc. in the freezer would be deformed in the freezer area from not being frozen enough. At the same time, the bottles of water in the lower refrigerator area would be frozen, along with rice, strawberries, and various other food items in the lower fridge. We would have to take the bottled water and let it sit for hours in order to drink it.

So, we once again, called for service. On September 10th, the repairmen came out again and said that nothing was wrong with our refrigerator (deja vu) and told us to keep the food away from the mechanisms, to leave space around them. This is what we were told to do before they discovered the faulty history of the refrigerator.

In the meantime, Sears Warranty Service kept calling us to give us the opportunity to extend our warranty. I told them that I was not happy with the service warranty we had now and that we would probably never buy a large appliance again from Sears. They then said that after four service calls within a year, we could opt for a different refrigerator from Sears if we were not satisfied. Sears warranty unit didn't even know why we were unhappy and threw in this claim to make the warranty sound so good. One of the repairmen also told us this, too.

On the last day of our one year warranty, Sears Warranty Service called for the sixth time, and reiterated the same claims of satisfaction to customers. This was upsetting, since it didn't seem to be true. So, I put in a call to the Sears blue crew home repair, spoke to a real person, and also left a message that we wanted a new refrigerator because ours was still not working properly. I also called Sears in South Center Mall, Tukwila, WA and left a message with an apparel manager who was filling in for the large appliance manager.

The next day, my husband and I went to talk to the large appliance manager, David **. He had not read the email from the apparel manager yet. I told him that I had requested a new refrigerator on the last day of our warranty with both his department at South Center, Tukwila and with customer service repair people. Mr. ** seemed sincerely interested in helping us with our problem and said that he understood. He was very polite and professional and we felt like we were finally talking to someone who believed our problems with the refrigerator. He said that he also had trouble with a refrigerator he purchased from Home Depot, and that it wasn't just Sears appliances. It did, however, make me wonder why he had purchased a refrigerator at Home Depot when he was the manager of large appliances at Sears!

Note: There is a guy who works here that had bought a refrigerator at Home Depot with the same exact problem we had, and they actually replaced his refrigerator with three different ones in four months until he was satisfied. I do not know what the outcome for Mr. ** when he had the dysfunctional refrigerator from Home Depot.

Mr. ** sent an email to his supervisor and said that we should be contacted by him within a couple of days. He said that there probably wouldn't be a problem in replacing our refrigerator. But Mr. **'s supervisor never called (no one did, including the Sears blue crew home repair).

On September 18th, 2011, my husband went back to see Mr. ** in person at Sears. His response was that his supervisor had not responded to his email, but that he had been informed that we had to have four service calls plus four parts replaced before a refrigerator would be replaced. Mr. ** said that this policy was new to him and he had not been made aware of this new change. He told my husband to send in the original receipt of the refrigerator.

As of today, September 22nd, 2011, we still haven't heard from the Sears blue crew or Mr. **'s supervisor. Is it Sears' new policy to prolong or ignore the customers until they give up hope? My opinion is that it seems to be their policy to be very persistent when your warranty is coming to an end so they can get more money from you, but not to be persistent when you need something.

Although I had already told Sears that I wasn't going to buy the extended warranty, they kept calling us, after I had told them, no thanks. The very next day, after my husband spoke to Mr. ** for the second time, Sears called us again to extend our warranty. Although I had no intention of extending our warranty, I asked them about customer satisfaction and getting a replacement for the refrigerator. They said that the policy was four service calls and that we did not have to have four parts replaced to get another refrigerator. They, of course, was not aware of our situation. Different responses for different circumstances.

SUMMARY: We, the consumers, have a right to educate ourselves about misleading claims that companies make, either in writing or verbally. If it's a verbal promise, a good company would honor it. This is our experience and we wanted to share it with those who might have the same problem with Sears. I am sure that there are a lot of satisfied customers buying large appliances from Sears, but our experience has left us very disappointed. We were told for seven months that nothing was wrong with our refrigerator until the history of the bad freezer model was revealed before we were taken seriously. Now, it is happening again and we feel like they don't believe or care.

Good luck with your experience with Sears!

We are going green, gonna have to chop down a tree. Kinfolk said Frank get away from there Said Sears is not the place for dishwashers, we know the place you ought to try, So they loaded up the truck and headed over to Best Buy. Sears, ranked 29 of 200 in customer support! Well, now it’s time to say goodbye to Sears and all 15 service people, CEO and Board Members, Frank and I would like to give y’all a hand, especially one special finger, Hope y’all never have to deal with what we’ve been through, Sears, it’s just a place we just say not for me and not for you.

After the technician left, the dishwasher ran and it started leaking heavily in the basement. Sears Home Services was contacted by my wife and the tech on duty told her that all their technicians had gone home and there was nothing they could do.

I called again and explained to the woman who answered that no one had answered my previous call. She then transferred me to another line and no one answered once again. I called one last time, asked the woman to not transfer my call and just check the shoe size for me. She then put me on hold and another woman then picked up the call. When I explained to her what was going on, she then put me on hold for over 10 minutes.

I arrived at the delivery location around 2:00 PM. When no truck showed up by 4:45 PM, I called Sears delivery call center. I was told the driver would call me shortly to let me know what the new estimated arrival time will be. At 5:15 PM, I called again to find out when I would be getting that phone call from the driver. I was told that the dispatcher would call me within 15 minutes.

Thirty minutes later (5:45 PM), I called the service center again and asked to talk to a manager. I was put on hold for over five minutes. The service person came back on the line to tell me the manager was on the line and he would transfer me. Five minutes of being on hold again, the phone call was disconnected. Shortly after 6:00 PM, I called again and asked for a manager. I was immediately hung up on. I called back right away. I was put on an indefinite hold (17 minutes).

At 6:30 PM, I called again. I asked the service person to not put me on hold. They said they understood my concern. Nonetheless, they put me on hold. Five minutes later, I was still on hold. I called back at 6:42 PM , talked to another service person. That person agreed to not put me on hold for more than five minutes. They came back on the call two minutes later and asked for a couple more minutes. I agreed. Four minutes later, they came back on the phone and informed me the following: The truck was heading back to the warehouse (about five minutes from the warehouse) to move the item to another truck and they would be heading to the delivery location in about 30 minutes. I was to expect the truck between 7:30 PM and 7:45 PM.

At 8:00 PM, I called back again. At that call, I was told the item was not being delivered until some unknown future date. The warehouse was closed and nobody was there to talk to. The Sears person I was speaking to would not make any promises to me of any kind of future date. I should point out, that at no time, was I ever called by anyone beyond the first automated call the evening before. All promised calls never occurred. No delivery promises were fulfilled.

I called again today 9/14 regarding my air conditioner, but they told me that they weren't sure when it was going to arrive. I then told them to cancel the order. The woman told me she would get right on it and then I received an e mail stating that she couldn't cancel the order. This is outrageous! I paid for it, almost $400 and they won't ship it and they won't cancel my order. I have been on the phone for almost 3 hours, with them on various days. Please help! I have no one to help me. I have my online receipts of the transactions and their responses and e mails! I will never buy from Sears, ever again! This is not good business practice! I want them to credit my Chase debit/credit card the amount that they charged me!

After working for about an hour, he discovered that Sears had shipped the wrong model number part. He special ordered the part with overnight shipping and assured my husband that a serviceman would be here Saturday morning. Again, my husband cancelled appointments just to stay home. The repairman never showed up. We did receive an automated call from Sears at 1:30 p.m. informing us that they would have to reschedule. This is completely unacceptable! I will be calling Sears next week demanding a refund of my master protection plan in full. You have lost a loyal customer as this is the last item that I will ever purchase from Sears again.

On 9/2, I still had not been refunded so I called again. After even more time on hold, I was told, yet again, to expect a refund in, yet again, 3 more business days (9/8). As of this writing on 9/10, I still have not gotten my refund. In conclusion, Sears sent me the wrong item and I returned it to their store. Sears has strung me along with phony promise dates for a refund, robbing me of $30.37. They are thieves from whom I would never buy another item, even if they had the last store on Earth. The refund I was supposed to have received in 5 business days has still not been received after a whopping 14 business days.

1. I ordered a new cabinet front replacement and appliance with install for the kitchen with Sears. It cost $25K so it was not a small sum of money.

2. The kitchen resurface went okay after an initial hiccup. Then, the fun began.

3. In mid-May, the installation of the appliances was scheduled and the installer advised that range hood could not be installed because it was the wrong size--it also needed connection. They did not take back the old appliance as they were supposed to. I discussed this with the Sears sales person at length prior to purchase and they advised that this would not be an issue so this came as a surprise. Please do not sell products that are not fit for purpose.

4. We attempted five times to reschedule install made with Sears and we did not hear back from them every time. To add to our frustration was the endless call waiting (never less than 7 minutes). Also, every time you call, you have to disclose a long list of information before you can get to your details. We were asked for the contact details for so many times and it has not been updated until now.

5. Sears gave up with the approved contractor for the area; they must be bad.

6. Sears scheduled a new contractor to install. They showed up on a Saturday (July) and advised us that they were not there to install but to price the job. By now, we have rescheduled 5 weekend days to install a range hood which is not difficult to install.

7. My patience had run out with Sears. I had a month-long battle with Sears Claims Department to get a share of the costs because of the terrible services (which was acknowledged by this team). We had to chase very hard just to close out an agreed price (it ended in August).

8. The contractor (Hudson Installers) again arranged to install by the end of August. Only one person turned up when they said that it was supposed to be a two-man job; otherwise, the work cannot be done. Their receptionist scheduled it incorrectly!

9. We were promised by the contractor that the work will be done within three days. We did not hear back from them so we waited for another seven days.

10. We finally got hold of the contractor and they arranged a schedule for Saturday, September 10. After chasing the contractor, we found out 12 hours before install that they have not received the invoicing details from Sears so they do not have the resources to install. They said that unless I get an authorization from Sears, they will not do the work. I reminded them that the contract is between Sears and them and that they are responsible for this. I contacted Sears immediately and they confirmed that the contractor was informed formally several weeks before.

11. I am still waiting for a $400 range hood to be installed after four months of delay, seven attempts to install, 2 contractors, and grueling hours stuck on the phone. My wife and I both work and have taken many days off work just to try and get this installed.

Please fix this embarrassing case with the proper senior management. Please advise when Sears are going to fix your supply chain. If they do not perform, remove them. It is affecting you directly as the bad press that I give of Sears to family and friends is costing you much more then dealing with the problem properly. I am also waiting for a further credit from Sears for wasting hours of my time. I am expecting all cost to now be covered for install. Please read the case history and do not disappoint us further.

It was received on September 7, 2011. I was told to call on 9/7/11 to schedule an appointment for the installation of compressor. I was told that the next available date was 9/17/11. At that point, on September 8, 2011 around 8:30PM, I was called to reschedule the appointment for repair. It was confirmed that the technician would be available on 9/10/11 from 8-12. I received another call to reschedule appointment. On 9/9/11 at 2:45PM, to reschedule yet another appointment. When I finally called back, I was told the new date for repair would be 9/21/11. This is totally unacceptable to be without a refrigerator for almost a month.

I am a very dissatisfied long time Sears customer.

Back to the grill, we paid over $400 for it, and when my husband opened the box on the morning of a family get together, he noticed considerable damage to the grill. The grill was dented and crushed all over, and parts were not in working order. After discovering we could not use the grill we had purchased, I called the customer service. The girl who answered the phone told me that she had no time to check, and see if they had the same grill in stock! I was completely shocked with what I was being told. I spent $400 plus, and you can't check if you have another one? Really? So we drove for 30 minutes back to Sears located at the Woodfield Mall, to see if they had a replacement. We found an associate when we got into the department; he welcomed us, and asked what he could help us with.

He then wrote down the stock number, and went to go look it up in the computer. Approximately 15 minutes have gone by as we were waiting for his return. We walked around the department to find him. We found him helping two other customers with snowblowers. He didn't even try to help us anymore; it completely blew us off. Even when we stood there, watched him talk to these other customers, and he looked our way twice, before my husband and I decided to get a refund. Which is exactly what we did, but they wanted to charge us for nothing! They tried to say it was the restocking service charge! Are you kidding me? They weren't putting the damaged grill back on the floor; they were returning it to the manufacturer. How is it my responsibility to pay them for their screw up. I will never shop at Sears again for anything.

We purchased the compact refrigerator on June 26 and sent in the receipt for the reimbursement. I was dismayed to find out that we had been misled. On July 6, I spoke with a manager at Sears Service Contract Solutions. She was mystified as to why we were told we would be reimbursed up to $400. She said our plan only covers us for up to $100 for a rental reimbursement. Since we had been misinformed, she authorized a reimbursement of $250.

We accepted the $250 reimbursement, though we were still very disappointed by this outcome. The total amount of the purchase was $344.80 (sales check #: 023983267063), nearly $100 more than the reimbursement amount. Had we been given the correct information in the first place, we would have been happy to rent a compact refrigerator. However, since we had purchased the refrigerator, we would have to pay a restocking fee to return it. Also, we would have to arrange for some way to transport the refrigerator back to Sears. Since my husband had just come home from the hospital, this was logistically infeasible.

On July 26, nearly three weeks later, we had yet to receive the reimbursement check or any written notice that our claim was going to be processed. I spoke with Lauren at Sears Service Contract Solutions. She assured me the check was in the mail and I should wait a few more weeks.

On August 22, I called again and spoke with Pat, and later that week, Larry. It took a few days, but Pat and Larry were eventually able to get ahold of the audit department. They informed me that the reimbursement check was processed on August 26. I was hopeful that the wait would be over.

It is now September 5, nearly three months after we were first promised a partial reimbursement. We have received no check.

I have written to Sears corporate. I hope that Sears will honor their original promise of a reimbursement up to $400. If not, I regret that we can no longer shop there. I encourage others to boycott Sears as well.

My hood wouldn't close, and I didn't want to leave the store without any resolution. I was also scared to drive my car home with an open hood as this was dangerous. I decided to call the local police department because they wouldn't take liability. Several minutes had passed and more staff members came. The general manager and three more members showed up. They all denied any wrong doing and said the car hood was damage due to some kind of a force (it had red paint in the front fender, the same kind of paint on the work area). I told him that one of the mechanics must have bumped into the area causing the vehicle's entire hood to shift and now it wouldn't close.

The police department took a statement from me and the store manager and told me to take it higher up and also suggested not to do any business with them anymore. The store manager and loss prevention had me fill a statement but wouldn't give me any copies and told me that they were going to file this with their insurance company. I completed the questionnaire, and they told me that they will contact me with a claim number. I called my insurance company and filed a claim with them. My insurance company found damages and told me that it was dangerous to drive the car with an open hood. They tied it with some kind of rope. I have no other transportation and had to drive my vehicle like this.

We bought a white KitchenAid Refrigerator. Delivery date was met as scheduled. First thing that happened was they removed the old refrigerator and took it out to the street. Next thing that happened, lo and behold, they were delivering a "black" refrigerator (remember, we bought a white one). Now what? Well, we needed a refrigerator so the black one was installed at least for the time being. The installer called the company and notified them that it was the wrong color. I was told by these folks that they would order the correct unit while delivery folks were still here.

Delivery folks departed and the refrigerator door would not stay closed and would open by itself. My wife called the delivery person to advise him of this but he never answered his phone. He was called numerous times but he never called back. While eating supper that evening, the ** door opened 6 times by actual count. I ended up having to tape the door with a sealing tape in order to keep it closed. Numerous phone calls took place to the so-called repair department, and I was told that no technicians were available for a week. Duh? So much for support from Sears.

At this point, we physically went into the store and spoke to the assistant manager. I explained the situation and was told he would do whatever he could to help. He supposedly called the repair department and told them to set up an appointment for resolving the door problem. The following day, my wife called the repair department and she was told that there was no request called in for maintenance to solve this problem. We were lied to.

Meanwhile, the delivery folks told my wife that they would order the correct item but it would be two weeks before delivery. It had to be ordered from the factory. Meanwhile, lo and behold, a maintenance guy was sent 5 days later under the direction of the district area manager. A 15 minute fix was all that was required. The door needed a shim and it works well now, finally. We finally did get the correct unit, but only after an awful lot of unnecessary grief and aggravation.

What I have not mentioned here were all the phone calls that took place in between and the stonewalling. They were almost as bad as the federal government. If I was to rate the experience, I would not be able to do so. There is no offer for placing "zeros" on the site.

I am one very disgusted customer. We are a family who, for years, relied on Sears for tires, battery, TV, and numerous other items but never again. We are done. Would I recommend Sears to anyone? Not "no", but "** no"! We feel very strongly that there should be some remuneration for all the grief and aggravation this exercise in frustration caused. We are not very happy campers!

They sent a repair person who only talked with my son without touching the TV. They decided on what was wrong and claimed that it was pre-existing. The customer service claims that he diagnosed based upon his expertise. Since then, I talked with Toshiba about this and they believe that he should have at least turned on and set tested cables, all attached units and taken some internal readings. Then they said that because I was beyond the 90 day grace period, agreement was no good. I explained that on August 5th, I returned from South America, where I been since the first week of June, and found the renewal among bills, renewed on the 7th of August. The TV was working fine, then it wasn't until returning from Miami on the 26th that I found the TV not functioning; this is when I called for repair.

I personally drove to the local store and talked with the office staff with whom I couldn't understand why there was a problem. After looking over all my paper work, they gave me another number to call which led to nowhere. After waiting for four hours to a repair person, I called only to be told that they were not covering my claim and cancelled appointment.

I have spent hours wasting my time talking with the customer service, only to have them telll me that they made a mistake and should not have sold the agreement to me. Nineteen years ago, I had a kidney transplant and two years ago, I had serious heart troubles but they were nothing compared to dealing with Sears. In the end, all I wanted was for the TV to be fixed as the agreement I paid stated.

On November 18th 2009, we bought and paid for a washer and dryer set at the Sears store in Naples, FL to be delivered to our son Eric ** in Sacramento CA. Unfortunately, our son's condo had to be extensively remodeled and the delivery could not take place as planned. Whenever it looked like the condo was ready for the washer and dryer to be installed, a new problem was discovered, like termites, leaky roof, etc. and consequently, the delivery date had to be postponed several times and ultimately slipped to January 20th 2011.

However, when the delivery date was finally set in January of 2011, the Sears warehouse called Eric and told him that the washer and dryer models we had bought were no longer available and that he had to go to the store in Sacramento and pick a newer model.

When Eric and I went to the Sacramento Sears store on July 8th to pick the new model, the sales person made several phone calls but could not resolve the issue, despite the fact that we brought all the paperwork and receipts with us. After waiting for more than an hour, we were told that we could not make the selection at the Sacramento store because they did not have access to the original purchase paperwork, and that we could only do it in the Naples Sears store, where the original purchase took place. Of course, we were very disappointed but realized that there was nothing else we could do but to go back to the Naples store.

After returning to Florida, we went to the Naples Sears store on August 16th, and with the help of Mark ** the local sales person, we could connect and talk to a Sears' representative who told us that they would investigate the case and it would take approximately two weeks to cancel the original order and initiate a refund. We even got a case reference number.

Immediately after this phone conversation, we bought a new washer and dryer set which will be delivered at Sacramento next week. Despite their promises to keep us posted about the progress made on the refund, we never heard from them again. And of course, when we received the monthly Visa card statement, there was no credit from Sears. When we inquired about the refund, we got again the run around and none of the people we talked with could help us to get the credit for the appliance set that was never delivered.

By now, we are so sick and tired of getting the runaround, and deeply concerned that nobody is taking responsibility to follow through on this simple task of setting the record straight and crediting the amount of $1190.51 to our credit card.

We are also terribly sorry that we bought the new washer and dryer set for our son from Sears again, but we have been devoted Sears appliance customers for the past forty plus years and we never had such a bad experience. We sincerely hope to get this issue resolved immediately and we expect to be posted of its progress.

I called the company seven different times asking to speak with a supervisor and was placed on hold each time for over 15 minutes. I never was able to speak with anyone.

I cannot express how unhappy I am with Sears, and I will never use them or purchase from them again. As a lifelong Sears customer, this is pretty disappointing! I will also be using my Facebook and Twitter account to spread the word.

With this experience, I researched the internet and saw a myriad of online complaints regarding Sears Repair Services. Horror stories are what they are. After researching Sears repair Services, I decided to have my washer repaired locally even after I researched Sears with the BBB of Chicago. Sears was given a rating of A- and had over 6,000 complaints lodged against them. I wondered how that can be. The ratings are determined not just by the number of complaints a business may have but also by the length of time a company has been in business and the number of retail outlets they have and how many subsidiaries they have.

Well, after researching the history of Sears, they began business in 1887 and of course, have thousands of stores including K Mart stores along with several subsidiaries. So, my point is that for consumers like myself, the BBB rating of a business is useless and does not tell me, the consumer, what I need to know. Just looking at Sears A- score would tell me that they have a good reputation until you do the research and see what other consumers have gone through.

Even though I decided to have my washer repaired by a local firm and not Sears, I filed two complaints against them with the Chicago BBB. Chiefly, my complaint was that Sears Holdings does not abide by the guidelines set by the BBB in their advertising, ethics, or business practices, yet they are a member in good standing with thousands of complaints and a misleading rating of A -. Both of my complaints against Sears were closed arbitrarily by the BBB of Chicago with the reason "invalid". The resolution I asked for was for Sears to stop their deceptive selling and advertising practices.

Now, Ms. Nita **asked me if I wanted to mediate the complaint as there was no resolution initially arrived at. I had reviewed the BBB's Dispute Resolution guidelines and stated yes. Several days later, she told me that the mediation process costs $200.00 and BBB members, like Sears, get 25% discount! Now, I read the Dispute Resolution process before I filed the initial complaint against Sears and there was no mention of a mediation fee of $200.00. I believe that was specifically added as part of the dispute process because of my persistence with my Sears complaint.

1. The BBB is not looking out for consumers as their rating system cannot be relied on as far as a business's reputation in the marketplace. As a consumer, I'm not interested that Sears began business in 1887. What I am interested in are how much they charge, is it reasonable compared to other repair services, are they reliable, can you believe their promises on their website, and what kind of results can I expect? The BBB cannot be relied on to provide a consumer like myself with that kind of information. Relying on a BBB rating of a business is like a crap shot.

2. I believe there is a "chummy" relationship between Sears and the Chicago BBB. Something just isn't right there. They publish guidelines for members to follow and Sears violates most of them and they remain a member in good standing with a rating of A -. There is definitely wrong with that picture. I will never, ever rely on the BBB to give me an accurate description of a business which I may want to do business with. I believe the BBB is a profit organization rather than a non-profit organization. A couple of years ago, Attorney General and now Senator Blumenthal of Connecticut investigated the BBB rating system and found it to be inadequate. The BBB agreed to changes and what they have come up with is very deceiving for me as a consumer.

I am recovering from my surgery and cannot go out. Therefore, I have been home all day for the last month and they blew me off. I paid for a 3 year maintenance agreement and they thank me for being a premier customer. But they do not know how to treat a premier customer. I am now expecting service on Saturday between 1pm to 5pm. I will be on the phone every 15 minutes until they show up. I will do everything in my power to slam Sears Service with every chance I get. I am 70 years old and recovering from back surgery, so I am house bound. The tech just decided to go home and I am the one who suffers.

The problem started when I needed to move out of my rental home a week later. I will spare you the gory details. I called the delivery service number to make an appointment to pick up my washer and dryer on Friday, 12 Aug 11. The woman I spoke with said that I would receive a confirmation call on Thursday night telling me which two-hour window they would be coming for the pickup. By Thursday night, there was no phone call. I called on Friday around noon to see what's happening. The customer service representative apologized saying that their delivery schedule is full and they will have to delay delivery until the next day. I explained to her that I have to work on Saturday and I cannot be at home when the pickup guys come. I then asked to speak to her manager.

After waiting on hold for 12 minutes, the manager came on the phone and told me that there's nothing he can do because the delivery schedule is full. I asked him if they can call the delivery guys and ask them to make one more stop. He said, "No. That is not possible." (Probably because he is located in the Philippines and cannot call anyone in particular here in the US). Not once could I understand any person's name that I spoke with, as I am slightly hard of hearing and their accents were a little rough. Bottom line is, I had to have my parents be at the home and wait around for two hours for Sears to come and pick up my washer and dryer.

Here's the kicker. On Sunday morning at 8:00 a.m., I got an automated call from Sears saying that my scheduled delivery has been delayed and that I need to call and reschedule! I called the number and spoke with an agent. I told her that my delivery was already picked up on Saturday! She said that she will forward the information through.

On Monday morning at 8:00 a.m., I got another automated call. I ignored it. On Tuesday at 8:00 a.m., I got another phone call. I ignored it. This went on for five more days until I finally called and informed them to please stop calling me! The woman advised me that they are calling because the hoses and connections to the washer and dryer were not included when they picked it up. This is a lie because my parents told me that the pickup guys took everything and put the hoses and connections inside the dryer so they wouldn't get lost. I told her this. She said that she will forward the information and I should stop receiving calls.

The next morning, promptly at 8:00 a.m., I got another phone call. This is now, Monday, 22 Aug. I have been receiving phone calls every day at 8:00 a.m. from Sears for eight days. I called again and asked them to stop calling me. They said that it will take 24-48 hours for the request to go through. It is now 25 Aug and I am still receiving phone calls. I am sick and tired of this and I want it to stop. I will never use Sears again because of this customer service ridiculousness. I am angry and frustrated that they cannot stop a simple phone call from coming to my phone every morning. Do I have to change my phone number just to get them to stop calling me?

I called the Sears Air Duct Cleaning and explained my problem. They said that there wasn't anything they could do because it was over 30 days. I tried to explain that it was impossible for us to check the ducts after the cleaning, but the customer service agent still said that there was nothing she could do. I asked to speak to a supervisor, but because he was unavailable at the time, she took my information and said that the supervisor would give me a return call. I called again and got the same response. I also sent an email to the customer service website about a month ago--still, no response.

In conclusion, to prevent a fire, I had to get my dryer vent re-serviced. The new dryer duct technician laughed when I told him that I had this service performed in March. He said that he is willing to testify that it is impossible to have had this service performed in March and for the vents to be in the condition he found it in.

We then tried to reach the warehouse and even our local Sears store, with calls being diverted to a Sears "call center". It's now 5 hours past the original delivery time slot. We have yet to receive a call from the driver despite several messages and calls to the call center, the store, the warehouse and the driver's cell phone. The warehouse is now closed. This is completely unacceptable service. I am so sorry we didn't buy from our local appliance store who would have "found" our house address. I am now looking online and saw many other complaints about Sears customer service. I am considering to cancel the order which is close to $4000.00 worth of merchandise. I am disgusted by this level of service.

I called today being the 21st day and was told the parts was shipped this morning at 5am and they would not replace the washing machine; and they have an additional 8 days for me to receive the parts. I was also told by the "Customer Solutions" that the MPA does says Sears will cover all parts and labor OR replace the parts, but it does NOT specify in which time frame this needs to occur. I still do not have any idea when or if I will get the parts, the appointment or either. I will NEVER buy another Sears product again after going through this fiasco to get a product repaired that I paid an extra $310 for extended coverage and can't count on that either.

On August 13, 2011, I began to have a problem with my Frigidaire washing machine. I had purchased the master service agreement so I called for service. The first date they had available was four days later and I was given an appointment for Thursday, August 18th. I was told that the service person would be at my home between 1:00 p.m. – 5:00 p.m.

So, on the date of the service, I received a call on my cell phone at 11:32 a.m. from Sears Appliance Repair, which I missed, because I was at work. They called me back at 12:30 p.m. but I still was not able to take it. And so I decided to call the repair center and they stated that the repair person called to say he was on the way to my house. I told the call center that I would be home between 1:00 p.m. and 5:00 p.m. per our appointment.

A few hours later, I discovered that my appointment had been canceled. I contacted the service center and asked to speak with a supervisor. After being put on hold for several minutes, I finally spoke with one. The supervisor told me that the earliest they could re-schedule was after four days.

I then went to the Sears store where I purchased the appliance. The store clerk was very helpful. He called the service center and was told that the repairman was already at my house and no one was home.

At the same time, I was speaking to another person at the repair center and was told that they canceled the service because they had to order a part of the washing machine. When I asked how they knew about what part to order, the only answer she could give was off of one of her pre-written response card, which was repeating the reschedule date.

I left the Sears store with no answer or resolution to my problem. I then called the Sears manager and she gave me a phone number for another call center. When I asked to speak to a district manager, she said that she didn't have any information on a district manager. No one seems to be accountable for Sears Appliance repair person’s inability to show up for an appointment.

So I contacted the complaint center but they could do nothing to get a service to my house today because the service crew is in a union and they can't work past 4:30 p.m. I have rarely experienced such poor service in my life. Sears didn't seem to care if I missed half a day work and it looks like they wanted me to miss another one. I will never purchase another appliance from Sears again.

The installation was supposed to be on Thursday originally. Then, we received a phone call that it was going to be Friday between 2-5pm. That was no problem but my husband would have to stay home all day from work. Friday came and there was no delivery, no phone calls to say that they were on their way. We called Sears delivery center five times and they could not get in touch with the delivery company either. All that they could tell us was that our appliances were on the truck and they may just be running late. By 9pm, we knew that they weren't coming because there was no phone call. My husband lost a whole day's wage because he stayed home all day!

It was on Friday night, at 10pm when both Sears delivery hotline and we felt it was not happening. They said that they would leave a message on the delivery services machine that we should get our appliances delivered by Saturday at 8am and to await a phone call by 7:30am. Well, there was no phone call nor delivery!

Finally, on Saturday afternoon at 2pm, we got a phone call from Teresa, from the delivery service saying that she didn't understand why it was never delivered on Friday and that they could deliver that evening or Monday. Since we were not home that afternoon when she called, because guess what we have a life too, we told them that if it was going to be Monday, it would have to be after 5pm so that my husband wouldn't have to lose another day's pay. Well on Monday, we got a phone call from Teresa at 3:30 when my husband is still not home from work. If my daughter wasn't home with a friend we wouldn't have gotten the delivery either.

This is terrible customer service. I have bought appliances from Sears for many years. All of my appliances including my vacuüm is a Kenmore. I don't think I would continue to use Sears based on this experience. How rude to keep someone hostage in their home waiting for a delivery and not even have the decency to call and to say that they were or weren't coming. I paid $150 for delivery and my husband lost more than that in wages. This nondelivery cost me over $300.00. That is unacceptable and irresponsible on the part of Sears.

I called an independent serviceman who came out and said circuit board is gone (he dealt with the same thing a few days prior, same fridge). I'm still waiting for the part. All the foods are gone.

When I shopped for a new fridge, I told the salesperson at Sears no LG products along with a couple of other brands. He said try the Kenmore. Serviceman that came out told me the Kenmore I bought is actually an LG!

Sears will not stand behind their products. They are of no help. This fridge cost me over 1,400 and is just three years old. I have been, or at least feel like it, scammed. Even the appliance manager told me he's not even sure who makes what anymore. So how is a consumer suppose to be educated when the sales staff doesn't have a clue? I feel a reimbursement of some sort is in order. Living without a fridge in August stinks and I have family coming in in two days. Great!

Who protects the consumer? We are out here on our own.