Sears Reviews

Today, January 23, 2020 (over a month waiting for the appliance to me fixed) I was informed that 2 of the 4 parts were still in backlog and they did not know when they would be available. So, I requested that the appliance be replaced since according to the terms and conditions of the MPA if the parts could not be found Sears would replace the appliance for a similar one. I was told that in my case I qualified for them to offer me a new washing machine but that there was a “hold” in the system that prevented them to process my claim.

I asked to talk to a supervisor and was told that he was not available. They told me to call back in 3 or 4 days. I also requested that the supervisor turn my call and never received it. This situation has turned into a nightmare and I’ve never had to deal with a situation like this before. I can’t even explain how angry, frustrated and dissatisfied I am with the customer service. I been a Sears customer for over 40 years, but they are not the service providers they once used to be.

I called and spoke to a supervisor by the name of Davi; she was not willing to hear me out. She just talked over me. She said I was supposed to use a swifter. No one told me this; if I had known these floors required this special attention I would have never purchased it: for it being a $3000.00 floor I would expect better quality and not so high maintenance. I tried going up the chain of command but of course they did not want to take responsibility so I am left with a high maintenance floor.

He told me it would normally take the parts’ department around 3 business days to do a research and if they can’t find the parts, that means that they will go ahead and contact me via email or phone and see if we want money back to buy a new one, or get a replacement. In the meantime, since I had to go back to Hong Kong for 2.5 weeks, I told him to just schedule December 10th for the next appointment.

December 8th ish come by, that’s when I got back from Hong Kong – I was like… where is the parts, and where is the email that I was promised. Nothing, of course. With that said, I called Sears Home Service and let them know I was waiting for the part, and if I am going to get the replacement since it seems like they can’t find the part. The representative over the phone jokingly said that, that is NOT how it works… and then I was like, that’s exactly what your technician told me when he was here?! And guess what I got after this? She told me that she wasn’t able to find the previous service on their system, and that the part was NEVER requested nor ordered. End up I 3-way the technician in, had him talked to the representative over the phone, still… nothing got done, and we had to canceled and rescheduled the service because we have no parts.

About 30 minutes later, another technician called and asked about my situation, and I told him about the whole part situation… he said that the part was not ordered and he didn’t know what the f his colleague was doing the first time, so he ended up drove over reluctantly to check on the machine, and then reordered the parts again. That was right around December 8 or 9th ish as I remembered. I then asked him when would be the earliest that I can get the washing machine fixed, he told me January 6, 2020 was the earliest, and since I really didn’t really have other choice, I reluctantly had to agree.

Over the next couple of weeks in December, the parts came – and don’t forget, I was still paying my $69.99/month fee, even though I wasn’t getting any benefits in the meantime. So the real story comes… On January 6, 2020, I was expecting a technician would show up between 8 and noon, and with that said, I have decided to work from home that morning so that I can stay at home to handle the service, I have waited until around 10:45am, and I decided to call Sears Home Service and see when the technician will show up. THAT’S WHEN I FOUND OUT THEY HAVE RESCHEDULED MY SERVICE CALL TO JANUARY 18, 2020 WITHOUT MY CONSENT.

I was angry, so I wanted to get to the bottom of it and asked… but guess what? I got pushed around like a ball that no one wants, and not a single soul was able to answer my question. I think I must have got transferred to around 4-5 different departments? So after around 30-45 minutes, I know that January 6, 2020 service was not something that they can do, so I requested the next day available, which I was told was January 9, 2020. Deep down in my heart I was like… sure, couple more days, fine. I told the representative to send me the confirmation email, and he said he would send it. I believe his name was Brian.

On January 7, 2020, I still haven’t received the email that Brian promised, so with that said, I called again. I was then told that current service date was still January 18, and no request was made on the 9th. And this time I politely asked if we can do January 10 and she said yes, and this time, confirmation email came. At around 1:45 pm PST today (January 9, 2020) – I received an email from Sears Home Service, confirming my appointment… and I was like, finally I can get this monster fixed.

AND GUESS WHAT?! At around 9:36 pm PST the same day, I received yet another email saying my appointment has been rescheduled, to January 15… SERIOUSLY?! This is why you are having SO MUCH NEGATIVE FEEDBACKS SEARS!! I am seriously thinking to just sell the broken machine, and just go ahead and buy another machine without ever talking to you guys anymore! Suggestions, anyone – the SO-CALLED customer service at Sears Home Service?!

Today is January 15, 2020, and I was promised that the technician was going to be here, and later on I was told that the technician showed up and no one was there. The matter was that, I was at home all day long since midnight and woke up at around 7am PST, waiting for the technician. I was then told that someone within the scheduling department was going to call me, but again, no one call. As I called in to cancel, I was then transferred to 4 different departments, and was again, left with nothing done, meaning the cancellation.

They canceled it and my credit rating drop from excellent to very good! When it was finally delivered at a different time than agreed, it was by an outside delivery service that was not allowed to disconnect my gas from my old stove. He gave me a number to call to schedule an installer. The number I called got me a total idiot that I could not understand. After about an hour on the phone, I was given another number and told that my zip code was out of their installers area and I would have to call an installer. I am in the city limits and have never been told I was out of the area. I said that I would not pay for installation and my only option was to send it back which I was ready to do but feared I would not get all my money back. This is 5 PM and the very nice delivery man had been at my house about 2 hours.

I kept the stove and won't go into how I got it installed. Had to call the gas company in at 8 PM to check my connections and Sears had sent the wrong part which he replaced. Did not get a manual with my stove and when I went online to get one I was told that they could not send me a hard copy but gave me a link to one.... Totally unsatisfactory! Their ad was false and I would never do business with them again. Still trying to fix my credit rating!

He then said, "Yes you are right. Thats is what's wrong." He then began to leave, I asked, "You aren't going to fix it?" He said, "No, I don't carry parts." He scheduled me for an appointment in 8 days. In the meantime I have to go to the laundry and paid over $60.00 to wash my husband's and my clothing. My scheduled appointment is here and guess what???? One part came and the other is on backorder with no promise of any arrival part. Sears is still looking for the part???? For one of the Sears products they sold.

I called again and was told how sorry they were.... That they would send me a $50.00 check. Now what kind of a warranty did I pay for? It was to be total parts and service at no charge. It was also suggested that I could rent a washer, pay for the rental and then file for reimbursement. I explained that my husband is disabled and not to lift more than 10 Lbs. That I also had health complications (just having a mastectomy within the year and not able to lift either). Having a home well over a century old, the appliances are in the basement with the stairways being steep and narrow. Where would we put the washer with the broken one in place? Who would hook it up and all? The appliances are setting on a raised platform of concrete due to water seepage during heavy rains.

Both my husband and I are Seniors. My husband has vascular dementia. I do all the repair work as best I can. My children and family live in other states. I have no family nearby. What do they expect people in our situation to do? SS disability does not stretch far enough to afford $60.00 weekly laundry costs. I was told that Sears had 21 days in which to find a part. I do not get it? It's not like I have some off brand obscure washer. It is a Sears brand probably made by one of 2 national brands. I see why Sears has gone out of business. We have a household of Kenmore products, I am very sorry to say.

They lied to online customer service that they didn't receive any of my orders and they tried to cover up their mistake, because I contacted online a few times and they opened the investigation on my lost things. UPS DID DELIVER IT TO THE STORE BUT STORE LIED THAT THEY DIDN'T RECEIVE IT. Finally I called online and said that Sears doesn't want to give me my 2 pairs of shoes that I found, the manager and workers got scared and said to me: "You can have your shoes". They were rude and angry to the boiling point!!! The other 2 shoes, they were not available anymore and sold out already, I never got them sadly. I wasted so much money on gas to go there 7 times for nothing. Wasted so much time, so much nerves.

I am sad that workers in Sears treat their customers like that. So badly. This is not the first time they lost my things. Before that they lost my other 2 orders and when they found them, the toys in the box were broken and crushed by another big boxes because they were looking for my stuff too long. I had to return broken toys on the spot same day. Sears will go out of business with the customer service merchandise pick up like that. They are not responsible, they lie to cover up their mistakes, they are rude and lack of knowledge...

I finally cancelled the ordered and scheduled a pick up for them to come and take their broken microwave. They came last night to pick up the microwave but were unable to take it because they said they are not licensed to remove the microwave from my wall, which by the way was installed by them. So now I had to call Sears today to get it an appointment to have someone come and uninstall the microwave to then call back to schedule a pick up. Talk about inefficiency. Well now we know why Sears is going bankrupt.... the WORSE service EVER. DO NOT buy ANYTHING from this place. What a nightmare this has been. HORRIBLE experience.

Today is 12/24 and my kitchen looks horrible and my wife and I are hosting Christmas dinner. I’m so embarrassed by the appearance of my home!!! When I spoke with the manager Alan, all he said was “sorry, I can’t do anything about this company error”. This is very inappropriate and non-caring. I would not recommend this company to anyone. I have several missing cabinet doors, a temporary sink and can’t use my dishwasher. In addition, I had to install my old countertops because the new ones won’t be delivered until after the new year. My wife and I are totally disgusted. Sears must do better and care about their paying customers.

I call customer service and complain. They said I would have to return it once again and reorder it, so in other words pay for the same item a third time!!!!! I explained to the lady I did not have the funds to do that, that my money is tight and I need it in time for Christmas and as I was explaining my money situation to her she chuckled at me!!!!! I said I do not find anything about this funny, she never once apologized for laughing at my hardship... Great job Sears...

I have been ordering from you guys since 2009 for Christmas and though someone hard strapped for cash as me may not make a difference or be important, or just be a laughing humor as your customer service made it aware of my non importance to you guys I will no longer order from you. I have never called customer service with any company and been laughed/chuckled at for explaining I am hard strapped for cash and could not afford to pay for the same item a third time.

And did I mention I made 3 calls to Sears, 2 while the delivery guy was still at my house, and 1 after he left. Their CS is located in India and the language barrier was frustrating. Then they left me on hold for 43 minutes; yup, 43 minutes! I can't believe this is the same store my mother used to take me to as a child. They should just close completely. The absolute worst! And this is the short story... I could go on, but you get the picture... Shame on you Sears!

I still have the sofa in my basement, in my house in Canada, with blanket on it; I have kept in that reminds me, never buy anything from Sears. Now I am working in Rochester, US. And I have purchased all my furniture and appliances from different places but not SEARS (The worst company) with horrible experience. Nearly $2300 went into trash. I advice all my cousins and friends not to buy anything from Sears.

I believe that is why they are going out of business. If I want to recoup the $1100, I must suit the first technician who did the improper install. He's a one man company, who probably doesn't have 2 pennies to his name. Come to find out I'm entitled to two free maintenance check ups per year. Those check ups could have prevented all of these problems. Don't trust Sears. Don't sign contract with Sears. Run! I can't wait for them to go out of business for good! They deserve it.

It's been about two months, I am having to throw food away because my appliance is not properly keeping my food and milk fresh. I called Sears to complain several time about my current situation, their response was they are not responsible for personal items being spoiled. They are only responsible for fixing the appliance. LOL!! I would not have this issue if the appliance was properly fixed.

All of this is happening while I am waiting on Sears to honor their appointment as stated in the contract. A technician finally shows up to reevaluate my refrigerator and reorders the part. Okay maybe now I will get my appliance fixed. Nope didn't happen. There were scheduling issues - no one was available to come over when I was available and they were scheduling a follow up appointment 10 days later. While I am trying to figure this out with the company, I am without a refrigerator.

During my ordeal with the company, when you call to speak with a manager, they forward you to the Philippines to speak with individual that is difficult to understand and when I asked to speak with a manager that speaks English, they tell you that you are not allowed to talk with a manager. They will handle the problem, needless to say the issue never got resolved with the call center in the Philippines.

Moving forward they finally rescheduled my appointment for November (the original problem was reported in late July or early August). The Sears technician never showed up. Lol!! I am frustrated at this point. Once again I call customer service and once again i am transferred to individuals in the Philippines who gives me absolutely no assistance to resolving this issue.

They continuously will say (first of all you have to ask them to repeat themselves over and over again because you cannot understand their English), "I will help you resolve your problem." They put me on hold three times and said they was talking to someone about my problem, each time I was routed back to the queue only to have my call answered by another non English customer service agent that offered on solution.

After days of calling they finally set another appointment for Nov 20, now months after the original call and I am waiting to see what's going to happen. I have talked to the customer service agent telling them how I have been without a refrigerator for over 3 months and they keep telling me there is nothing they can do. I have tried to get a number to the main office to complain and they will transfer you back to the Philippines to talk to someone who doesn't speak English and who offer no help. Do not do business with this company. I properly paid them monthly and this is the kind of service they provide.

When the installer arrived he asked my fiancé for 59.99 for the permit to install the gas range. When my fiancé told him it was paid and we paid 87.00 at the point of purchase in the store, the installer began to become argumentative and threaten to take the range back. Finally my fiancé said take it back then. After that the demeanor of the installer changed and he installed the gas range and no more talk of another permit fee.

The next day we took a ride to the Sears in White Marsh, MD and spoke to a sales associate and informed her of the inconvenience and the promise date made by the sales associate. She reviewed our account and went to some office in the store and came back and said they would give us $100.00 credit and that we should be happy cause some people don't even get that. Then we saw the same oven that we brought just 2 days before marked a lower price and they refused to give it to us for the lower price. I was on the phone trying to get in touch with someone from cooperate, don't bother they don't exist.

Sears was a household name when I was a little girl but it is horrible and I wouldn't recommend anyone purchase from that store. Every number you call you always get the online store. It's either a rep from overseas. They promise they will help you and not disconnect from you but they do. Just when you think you're going to get the situation resolved you done. I still have had an explanation as to why I was charged 2 different prices for a permit...well I purchased a 5 year warranty maybe it might be worth it if they are still in business. I hope this helps someone. I don't recommend you buy from Sears at all. I never will.

I called back multiple times trying to get something done sooner. They did give me a voucher, so I could purchase some items from Sears online so I could keep warm until repairs. However a couple of space heaters would not help during 18 degree weather. Friends were worried about me being without heat with an upcoming cold spell, so a contractor friend, who does plumbing, came out to replace the pressure release valve. He hoped that would get my boiler up and running. When noticed the plastic pipe leading from the furnace was cracked and judging from the amount of calcium on the floor and boiler, it had been leaking soon after being installed, as the hot water from the boiler cracked the pipe. Metal pipe should have been used where the hot water leaves the furnace. That confirmed my suspicion that the serviceman.

With the pipe replaces along with the pressure valve, water still came from the condensation pump. He showed me where the water valve was located and turned of the water, so it would quit spilling onto the floor. I had been moping it up for a week, as the boiler is at the end of my kitchen. My friend didn’t know anything about boilers and had did all he could do, so I was left to keep warm using my fireplace and space heaters until my date of repair.

Finally when the repairman came from Sears, it was the same man. He said, “Why didn’t you tell me this was a repair call?” I told him that I did them when I called it in and they should have told him, not me as he had only called that morning to tell me what time he was coming! Then he asked, “Why didn’t you call a third party to fix it?” I told him that was why I had the service agreement and then he told me they should have told me that the protection plan would have paid the third party. How was I to know? He then kept asking why didn’t my plumber do this and that…he should have known. I finally was tired of his defensive nature and told him it was a plumber who helped me but a friend trying to help me out! He was frustrated, I could tell. He asked me to turn on the boiler and asked where to turn on the water. The valve was in plain site.

Of course he focused on the condensation pump as it water was pouring from it. He had one in the van and replaced it and convinced me that the water I saw on the floor was from the repair. Thinking he had the problem solved, he left. Water still came from that pump. After he was out of drive, I realized I had just paid for replacement of a working pump! The water pump that circulates the water was humming and when I touched it, it was HOT, so I turned off the furnace and called Sears back armed with the information that a third party could be used, as they wanted to give me a date in December (I first reported it in October). I told them that they needed to find that repair person. Now I have 3rd party coming in a week. Not sure if I will have heat for Thanksgiving.

I took time off and waited 4 hours but nobody showed up. The tech called me. I am not able to come today because I am far away and covering for a tech who called sick. I called Sears and they said, "We are sending another one, just stay there." At 6 pm after nobody showed up I called again and they said, "Unfortunately, we have to reschedule you." Nobody did not even bother to call me in advance and cancel the appointment. This is the type of service you get from Sears. I will never buy anything from this company and suggest you should not too. They have no respect for their customers and their valuable times.

As of date, 11/8/19, I still haven't received my refund but instead, received another email requesting 72 more hrs. to investigate the inquiry yet again. I call Sears.com again to inquire what was being investigated and was told the order wasn't canceled and needed to be canceled. I informed the Representative that the order was canceled on 10/31/19 and that I had received now 2 emails requesting an additional 72 hrs. Explained that they have now had 8 days to return my money for the costume that was never processed, but yet was still being investigated. The response from Customer Service was to just wait the additional 72 hrs. ??? This has been a horrible experience!!! I will not buy from Sears online again!!!

The day the installation guy was supposed to be here came, and he never showed. Got ahold of him, he was out of state and forgot to reschedule. Three weeks later and we haven't been able to get ahold of him or the project manager. Finally got ahold of customer service, after being directed so many directions and hung up on a few times. Supposedly we are supposed to get a call from someone within the next 24 hours. First of all, these issues shouldn't even exist. Secondly, once the city inspector said Sears screwed up it should have been fixed right away. I will NEVER use Sears for anything again. They can go out of business, they treat customers horribly.

On two occasions Sears misdiagnosed the problem and in the meantime it has cost me $430 and then I am still paying the warranty - so I called for them to come out to repair a valve in a bathroom- they sent out a plumber to whom I paid $100 for them to come out for 20 mins and then I was told that I had to pay an additional $130 because I have brand name fixtures - Kohler- and they don’t cover brand names... I have spent 3 hours trying to speak to someone at Sears and I have been in an infinite loop and no help at all - but yet under contract to pay them $69 a month for a worthless home warranty - Sears is the only winner here!!!

It has been months and Sears repair center is interfering with my health, still is not replaced. Co name is Sedgwick Claims Service Inc PO Box 14448 Lexington, KY 40512-4448. Phone#866 -8767050, (847)645-0692. File#L1908285053-0001. Date incident 06/06/2019. It should never take this long. They’re taking warranty money for repairs and not doing them. Told my doctor hard to warm food without the oven microwave. Can’t see my stove Due to lights not on microwave on or vents when cooking. My doctor says they’re interfering with my health now. Where is the help? SK

Sears could care less. In fact, even now when the replacement HAS been authorized, they still won't do it until I cancel the 2 parts back-ordered (which required speaking to 7 different departments to get done!) and return the 1 part that came in. Currently, I'm awaiting the mailing information and label necessary TO send it back and then I get to wait another week for them to receive it, all while still not having a fridge.

People, this is what I mean about Sears. They care more about getting their part back than they do their customer not having a fridge FOR TWO MONTHS due to their own incompetence and cruelness. Any other company would be happy to pick up the part at the same time when they drop off the replacement fridge OR you send them same-time. Sears won't lift a finger to help you no matter how reasonable the request. You explain this to them and they just say 'but our policy says, our policy says....' They'll also promise call-backs and emails you'll never get and send things to their back office team saying they'll notify you but they never will so you constantly need to stay on them to keep things moving. And that's assuming you don't wind up repeating the exact same steps from a week ago because they're not documenting everything in their system.

Getting ready to call sears again now, don't even want to know how many hours I've spent arguing with them on the phone for the last 2 months, and our family STILL doesn't have a fridge. This is what you get when you shop at Sears so AVOID AT ALL COSTS. Remember, they're going out of business for a reason. No matter how cheap it is, if you buy something important from them, know that if something goes wrong they will leave you out to dry in a heartbeat.

Another 72 hours go by, and it's now 5 weeks and counting since I placed my order, still no email, no phone call, no status change. I call again and am told they are moving it up to corporate and I should again hear something in 24-48 hours. Still no response after 48 hours. I call again ask for a supervisor only to be told no and then they proceed to call my local hometown store to see if it was delivered there. The hometown store showed no record of the purchase in their system and their manager was not in that day but they get another delivery on Monday so we could check back then. They also sent another communication. I went to the store on Tuesday to check if it had been delivered there in error.

The manager looked in his system and there was no record of my purchase in their system so he went to check his inventory and found the exact washer I had ordered with my first name and the first letter of my last name on it with no other information on it. He stated he could not release it or deliver it without it being in his system. So I called customer service again, it's now been 6 weeks since I ordered it, I explained everything to the same customer service rep I had communicated with several times. She first stated that it shouldn't be at the store it should be coming from the warehouse and I told her that it was at that store with my name (not a too common name) and my exact item number on it but he had no info in his system to confirm it was indeed the washer I purchased so he couldn't release it.

She spoke with him on speaker with me standing there on the phone with her at the same time and still they could not figure out where the issue was. Again I was told she would send an email to corporate and I'd hear back within 24-48 hours. The manager at the store stated his district manager would be in that afternoon and he would see if they knew what to do and I could come back or call to see what they found. So that afternoon I called the store and was told they could not figure out the issue and could not release it to me without a record of purchase in their system. What they said they could do is I could cancel the purchase, wait for my refund, and repurchase it in store for the full price not the sale price I had purchased it at and pay for the delivery which was supposed to be free.

Needless to say I sent an email to corporate myself, cancelled my order and bought the same exact washer elsewhere, with free delivery, for only $10 more than what I had purchased it through Sears. Now I just have to see how many weeks it's going to take before I get my money back from them because they had the money out of my bank account the the day I ordered. I will NEVER shop there again online or otherwise.

Original Review: Finally, I received a replacement for my electric drop in range for my kitchen. I received the electric range on 10/1; I called 10/5 to find out when the range would be installed; there was no record of installation; they issued a case **; after a few days, no one called to set up time for installation; on Friday 10/11 left a message that the item would be installed in 10-14 days and I was due to pay extra after being told they would waive the extra amount over and above $1305.00. My daughter called on 10/14 and said that the installer had canceled. I was given another case ** to find another installer. The range has been sitting on my back porch for 2 weeks. I need my range installed ASAP. Help???

So after a few minutes of confusing conversation, they finally mentioned that the order was picked up the week before. Well that's just impossible because I just order these cabinets on Thursday?? Then I realized they were looking at the wrong order. I did order and already pick up an oven range hood the week before! So now we are over twenty minutes in and I'm giving the sears rep my order number again. They found the order, but this time told me that it was marked ready for pickup at their Palmdale, Ca location?!? Yeah just a quick 2-4 hour drive away!! And this took almost 45 minutes just to find out I was going to have to go home and cancel my order!! It was such a horrible experience! And my wife just about killed me for making her wait in the car the whole time in the sears pickup loading area in over 90 degree heat.

When I got home I begrudgingly cancelled my order. But just because I wanted to know how this happened, I went through the process of buying the Craftsman garage storage cabinet again. So it turns out it all went fine up until I changed the quantity. I went to the product page. Changed the store location to my local store, just like before, change the quantity from 1 to 2 and boom, it automatically change the location for pickup to Moreno Valley this time, which is at least only an 1-2 hour drive away.

Any other site I have been on with local pickup options, Home Depot, Lowe's, etc, when they change the quantity to an amount that the chosen store doesn't have it simply says "out of stock" at this location and then asks if they would like to "Check" other stores!! The way their website handles this process is not only frustrating but comes off less than honest. A Very bad User experience and this is our second strike for never shopping at sears again!!!

My wife then drove up to the Moreno store today to buy the cabinets in person and they would not price match the sale price we originally paid and told us to go to the Temecula location and have them order it. Which I already asked but they said they couldn't because the item was discontinued. We want(ed) to spend money at Sears but they are making it very hard to have any faith in their company

My voice message prompted a quick personal response from Belen **, Executive Member Support. Her direct line is 1-888-266-4043 ex **. Email is**. Ms. ** was not able to help me, but she may be able to help someone else out there! I haven’t figured out how to contact the CEO of Sears Home Services Mitch Bowling, yet. He is on the senior management team out of the corporate office in Hoffman Estates, Illinois. Hope this info can help someone out there.

Have bought appliances from Sears for the last 15 years for the company apartment, but now I think I understand one of the reasons this company is going out of business. Lousy customer service. (As a side note, when I called to make the appointment I got someone in Arizona but, when I called today each number, I could tell I was being connected to another country, and I must say I had a hard time understanding the people on the other end, and they kept interrupting me as I tried to explain the situation. But I got no sympathy nor apparent interest in upholding Sears reputation.) Obviously we won't be buying anything else from Sears, as well as advising others to refrain from buying from them them.

They told me the wrong model was sent. It was the same physical size but instead of 6000 BTU it was was 10,000 BTU with a price of $399. I balked at their mistake but the best deal the manager could give was $50 off. I spent 2 more hours on the phone trying to get Sears to release the unit to me but met the bureaucratic wall of store policy. Even though I really needed the unit, the best they could offer was to cancel my order and try again. Maybe in 2 more weeks, I might get the right unit.

Because I was in time crunch, I went back to pay the extra $80 and was shocked to find the actual price was $499 and I had to pay an extra $180. If I hadn't made a promise to my tenant, I would have cancelled the order but whose to say that Sears could get it right the second time. I am not surprised to see that Sears is dying as a company with roots of incompetence and ineptitude buried deep in its bureaucracy.

I am having an issue with a non working appliance, and Sears Home Services has not been cooperating with this matter at all. I have been cancelled/rescheduled three times SINCE JUNE and I am still waiting for my appliance to be serviced. 6/18/19- the first appointment that was scheduled - Technician called me and said his truck broke down. He said they won't be able to send any one else.

Rescheduled 6/27/19- second appointment- Technician came and said system is down, he cannot do anything. He looked at the fridge and realized what the issue is but he can't order the part or open up servicing because the service was down. Rescheduled 7/3/19- TECHNICIAN WAS A NO SHOW. I was not told the appointment was cancelled because of some overbooking error from the dispatching team until I called after not receiving any type of tracking information.

NOW MY APPOINTMENT IS RESCHEDULED FOR ONLY JULY 19th. I have lost several hundreds dollars worth of food because of this bad fridge - who will reimburse me? I have been more than patient with this, but as a courtesy to how much Sears has given me the run around- I need an appointment for repair ASAP. This is unacceptable. How do you treat your customers like this? I am outraged and frustrated. I need an answer regarding this disaster from a manager or higher up immediately.

Called back and they sent Douglas. Douglas found the problem but since Sears did not put the work order under the warranty he could not do a thing unless I paid $235 which of course I would not do. Had to call Sears again and get them to write the work order the proper way so I could get my units fixed. They sent Albert but the work order was only for 1 unit instead of 2. He checked my unit and told me that there was nothing wrong with the unit. I told him I was not stupid that I knew there was something wrong with the units. He left and this time my husband called Sears and told them that there was something wrong because the dryers would not dry the clothes all the way which meant that I had to run another cycle to get them dry which was ridiculous. He told them that we wanted Douglas to come back as he figured out what to do with the dryers.

They sent Albert back but before he got here he called and told me that it was a waste for him to come as there was nothing wrong with my dryers. I said, "I don't care what you say. There is something wrong with the dryers and I want them fixed." He hung up on me. I then called Sears again and told the lady that answered the phone what had just happened and she said the ticket is still open and he will come by. He called again and said, "There is nothing wrong with your dryers" and I said, "I put towels in the dryer like the lady on the phone told me and you need to come over and see what is going." He came and the first thing out of his mouth was, "I told you that there is nothing wrong with your dryer." I said, "You need to check it." and he said, "I don't like your attitude." and walked out the other door without even looking at the dryer.

I called Sears again and told the person that answered what went on and told her that my dryers need to be checked because I am not stupid, I know there is something wrong with them. I also told her that I did not want James or Albert to come back that I wanted Douglas. Well, Douglas was here last week on September 10th and ordered 4 parts for one dryer as they only gave him a work order again for 1 dryer. He came back on the 18th, replaced the parts and told me to use the one dryer as much as I could and if it solved the problem that he will come back and do the same thing to the other dryer. Ran the dryer on both Wednesday and Thursday morning and everything was fine so I called Sears again and explained to the guy that answered the phone what I wanted done and also told him that I wanted Douglas to come back and take care of my problem because the other guys don't seem to know what they are doing.

Well, they sent James over today and yes, I got a bit upset so he did not like it but thank goodness my husband was here and he took over. Bryan explained and showed James the list of items that Douglas used to fix the dryer and James said that is not how you take care of the problem. First you need to get to the root of the problem before you order parts. He removed the panel and started testing things and said the dryer thermostat was faulty and needed to be replaced. Thankfully he had one on the truck and he replaced it. Before he left Bryan asked him why he did not go through this the first time he was here instead of putting his wife through what they put her through and he said he was more concerned with the venting tube than anything else. How stupid of an answer is that? I will be trying the dryer tomorrow and I hope the problem is solved.

I have had 7 service calls since August 30th, I think that their way of treating customer needs a lot of improvement, no wonder Sears is going out of business. Let me tell you I would never recommend these type of units or the warranty department. I was told by Douglas that these one unit combo, washer and dryer are meant for apartments and not for people like us. The salesman recommend these units but they are not worth the money we spent for them with the extended warranty (over $3,000 for both units). Never again would I buy one of those. It would not let me leave the rating blank so I put down a 1 but if I could it would have been a FAT 0.

Original review: Called for a repair to a gas range. The diagnostic fee was $125 which I agreed to. The tech did not have the spark plug module and would have to order it. The total cost of the repair he said was $409 to replace a part and I was asked to pay in advance before the work was to be done. I was asked to pay in order to order the part! Pay for the complete job before it was to be done! The labor was $300. Ridiculous. Why would a customer pay so much for a repair when the simple replacement part and work to just plug it in is the cost of a new stove. Ridiculous. Will never call Sears Repair Service. I canceled and will buy a new stove. I still had to pay $125 for the diagnosis of the problem. The tech spent more time texting on his computer than unscrewing the back part and testing the spark plug.

My husband wasted a whole day of working waiting for Sears because we are tired of lugging everything to the laundromat and spending $4.50/load plus dryer. I called Sears and was told the technician had an emergency today and went home. I asked Sears why they would not have called their customers to inform of this but couldn't get any answer on that. The next appointment is September 25 so we will be at least 8 more days without a washer. I would never buy from Sears ago and will definitely not renew this repair agreement. Poor Sears... They are really, really horrible now.

Shortly I receive a phone call on automated line stating I needed to call a number about my order. I did so only to find a person who did not care only to tell me my order would be coming next week 7 days later. When pressed about why Sears had my money for two weeks why was the delivery being delayed. He then begins to blame the manufacturer. Convenient to put the blame somewhere it could not be verified. Strange the delivery team called the night before the delivery and not the store calling to tell me of the delay. Or what could it really be the delivery team did not have any other deliveries coming this way and was holding my purchase until the following Monday so it would be more beneficial to them and financially better for them?? If you have been around retail at all you can figure this one out.

Ever tried to call to speak to a supervisor with Sears? Good Luck. They are in the witness protection program. I asked for a supervisor during the initial phone conversation and was told it would do not good, "They will tell you the same thing I am telling you." Called one of the customer service numbers the following day and was told I would receive the call in thirty minutes. Must be an extremely slow clock or a broken clock they are using. No wait, a broken clock is accurate twice a day. I am waiting for my phone call or the treadmill to arrive. Let's see which one happens first.

As you can see the purchase does not mean that much to me now. I will have to make a decision whether to keep it or cancel the order. There is a reason Sears is struggling and as I have found out from my first purchase at Sears, I totally found out why. My question now is if I keep the treadmill how can I possibly feel comfortable with service after the sale? I can only hope that the witness protection plan does not include the repair people.

It’s impossible to speak to anyone in the US when calling Sears. Sears Facebook page was no help either. After looking online for Sears complaints, I see why. Sears is not the company they use to be. They no longer care about customer service. This will be my last purchase I will ever make from Sears. There are many other companies that sell the same things they offer. Do yourself a favor and pick anyone else to purchase your products from and forget Sears.

According to the collection agency, they had no other way to fix it but to contract with this agency. They said it was a non-reporting group. I refused to pay them, and instead set about calling Sears to handle the matter. Repeated phone calls, never once had a live person or a returned call. Finally got someone by selecting that I needed service. Only to be told I had an early termination fee. They had the nerve to drop my monthly charge in half if I kept the remainder of the year (WHICH I DID NOT DO) as I'm sure the contract would auto roll into another. Horrible, horrible way of doing business. I had always loved Sears for their appliances and services in years gone by, but I see now why they are struggling to stay afloat.

I ask, "Don't you know what parts were delivered and what parts may be missing." Initially Sears deemed the tractor as a loss and should be replaced however unlike the original protection plan bought at POS that would replace the garden tractor no matter the cost, whereas the renewal contract only pays only 1500.00 for a 3100.00 tractor. Mind you the renewal contract cost was the same as the POS Contract but only provides half the return value. (They hid that clause pretty good.) One mgr told me that the parts order was split and some parts weren't shipped and he didn't know why but he would fix the problem. Was it fixed? NOT. Still no notification from Sears or UPS that additional parts are being shipped.

In all my born days I have never witnessed a service company so unorganized with than Sears home services. Sears is on the hook until Aug. 2020. It would have been more cost effective to replace the 5 yr old garden tractor as there wouldn't have been any service calls for a new tractor. I've had to pay a gardener to cut my grass several times.

I was not prepared for additional installation charges which was the reason I came in with my measurements and was reassured by the manager that they could handle it. My issue is with the Manager of the Store. His response to my issues was "these things happen". Never did he say I am sorry you had a problem. What can I do to resolve or keep my business? Very disappointed that they were not willing to give me a discount or anything for my troubles.

I paid $113 for my initial visit, which was to be put towards the repair. Supervisor refused to give any refund, and said the best she could do was reschedule another appt. I am NEVER using them again, and highly recommend looking elsewhere for techs/reps who believe in good customer service. Absolutely disgusting company. I am telling anyone and everyone to stay away.

When he finally replaced it, the air conditioner stopped working again that same day. He came out the following morning to tell us the we needed two other new parts to be repaired on the unit. I was a little concerned as it's pretty new and it sounded like we had a lemon and the tech told me that we'd have to call his supervisor to discuss that as that was not in his job description. So I did and did the next day and the next, and so did my husband and never received a phone call back. After about a weeks passing without hearing anything from Sears (this was yesterday) I called and they said I had it scheduled for today from 8-5 for the parts to get replaced.

I'm on vacation with my three small children and canceled all of our plans because they "talked to the tech" and were certain he was going to be out even though he had not shown up several times prior. I confirmed again this morning and they said, "Mrs. ** the parts are in and he will be there today." Today at 4:20pm after waiting in my horrendously hot house house, the tech called my husband to tell him that the parts won't be in until September 9th. Obviously, we called the tech's manager who did not pick up and I'm certain will not call us back. Sears has been our trusted go to for so long and it is beyond disappointing that we are being treated this way. I beg for your help in this matter. Quinn is the tech and Doug is his manager and I think they really need help as they have treated us so unbelievably cruel. Maybe not fired, just help in how to treat other humans, effective communication etc.

It was ultimately replaced only because after seven technicians and several parts deliveries, they were incapable of repairing it at all. After the seventh technician failed to repair my microwave, I reported to the BBB, and was finally offered a voucher for a replacement microwave. To top it off, when I went to the store to purchase the replacement, my voucher read 0.01$, and I had to call Sears one last time to get that error corrected before I could finally put in the replacement order. Stay far, far, far away from this company. They are the worst company I have ever dealt with, and the only company I have ever needed to report to the BBB to get what I paid for.

I understood the workers needed to check this with their supervisor. I myself called to speak to someone at the management level to discuss when I was assigned to a manager by the name of “Jose” at ** who barely let me get a word in to discuss my options and after a very disappointing experience and appalling customer service treatment hung up! I have never dealt with a person with such poor management skills! How could they have appointed a supervisor who is so uneducated and ill mannered. I am not surprised Sears is going out of business!

I don't know why SEARS has decided that they are going to disregard their customers. It is clear they have a policy of doing so. They have set up their entire customer service department to avoid customer support. The same is true with their reviews. They will not accept customer reviews of products that are not positive. So all the SEARS reviews are fake. SEARS is no longer a trustworthy company and Potential customers need to know that. Sears is going broke and they deserve it. If you refuse to take care of your customers You end up with a lot of people who dislike you and you get to go broke.

After about two hours I didn't hear from Sears, so I called to verify I would get service on the 23rd as tech advised. Sears confirmed they had notes in the system that my appointment was on 24th and not 23rd. I was explained why this was not ethical that the tech would have me waiting all day, losing a whole day's pay for a home service appointment. And all to find out their tech could not fix my ac. Furthermore, it's especially not ok for Sears to allow their techs to lie to consumers and waste their time with no respect to the lost and inconveniences in between. I requested speaking to supervisor whom assured me he could not do anything to change the appointment from 24th back to 23rd as this was all entered by tech himself. I agreed after all the back and forth.

On 23rd I received and email rescheduling my ac service to august 29th with no prior notice to me. I called Sears and asked to speak to manager. Some escalation dept individual named Sheena ID #** pretended after me asking her to look into why I was allowed to be treated this way. Sheena pretended I was on speaker and asked me if I was taping the call, in spite of my response that I was not. She slammed the phone in my ears. If this is the escalation team, and how they abuse customers I cannot imagine what would the regular customer dept handled stuff. No wonder why Sears went bankrupt. I have already waited a whole week from 18th to 22nd and no resolution. Now from 22nd to what was suppose to be 23rd then 24th which was reschedule to now 29th with no prior agreement from me. As if me and my time is not of any concern to Sears. If not enough employers or techs Sears should not be allowed to market their home service online.

I made sure to be at home and I constantly checked the site so as not to miss the arrival. I put a note on my door to ring the bell and call my number if they had any trouble. At 4:30pm, I opened a chat and asked what was up. They said that the tech was running late but that I was his next appointment and that he would be calling me soon. At 5:15pm, I chatted that I hadn't heard anything yet. I was given a timeframe of 5:25-5:40. At 5:45 I chatted that I hadn't heard anything. I was told that the technician had again marked "not at home". We were literally here, watching our front door. No one ever came. So the bottom line is that I took 2 days off of work to sit at my house and watch my front door. I was told repeatedly that someone would call me, and no one ever did. Terrible experience, unprofessional, inexcusable...a complete fail. Will not use Sears again. Will be taking this review everywhere I can to make sure it's seen.

Seriously, it's a refrigerator that is essential to daily healthy living. I'm sure they will continue to rip off consumers until the final nail is driven into the coffin and their doors are closed with all their upper management leaving with money stolen from unaware customers. We are shopping for a new refrigerator and will probably bite the bullet and admit we got taken for over $2500 by a company which we have been shopping at for almost 50 years. Do yourself a big favor and if shopping for a major appliance avoid Sears. We heard a lot of good things about Costco especially about getting things repaired so that will be our first choice when we head out of a new refrigerator. If by some miracle they actually get this lemon fixed I will post the results.

Original review: It took 7 days to come out for a 4 year old $2500 Kenmore refrigerator which had a recall because of a bad LG compressor. Seven days as far as I'm concerned is not an acceptable time for a repair for a refrigerator repair they sold me that is having a recall problem. We lost all of the freezer food and 95% of the food in the refrigerator. We are keeping necessary daily foods in a Coleman cooler costing us a trip to the store daily for a $4.00 bag of ice. The service person had a replacement compressor on the truck and said he would be able to fix it. He worked on it for 5 hours and said that he thinks either the solder he is using is wrong or he does not have enough gas for his torch to heat the solder properly but it should work. He left saying it will take 24 hours to get cold and said no charge for recalled compressor but charged me over $200 for labor.

I questioned why there is any charge on a recall repair replacement and he said it is a Sears policy. The next morning the refrigerator was still not working. I called Sears and nobody cared during the first call that I already waited a week for service and they were out the day before and the fridge is still not working and it will take another week for them to come out at which point the call got disconnected. I called back and the person said they have me in the system for a diagnostic service call in another week. I explained to her what happened and she did try to get someone out sooner but was unsuccessful. So right now I am waiting for them to come out next week.

I have called our normal repair serviceman to see if he was able to come out sooner explaining to him that I called Sears because it was a recall problem and repairs need to be made thru them to honor recall. He will try to come out before Sears does to see if he is able to undo whatever was done but there is a good chance that if the solder was done improperly and then running the system overnight the refrigerator may have been ruined and will not be able to be repaired. During the service call I was told that I can save half the cost of the service call if I sign up for a home warranty service, which I did. Once this nightmare is over I will call them to cancel whatever useless service I signed up for and refund any money I already paid them.

I am already looking at buying a new refrigerator because I'm pretty sure this one will not be repaired. I am sure Sears had done many correct repairs but searching the reviews I found hundreds of similar complaints. Like the stores their appliance repair division has gone downhill and it is only a matter of time before the Sears brand is only a memory from the past. I for one will never shop there again. I am being very generous giving them a One Star review and wishing anybody good luck with any service they perform for you.

After 3-4 more hours, it wasn't any cooler, so I called back, was bounced around to a few people, no one seeming to know what to do, and finally escalated to a manager, who told me to call Sears since it was delivered that day. Approximately 1.5 hours wasted with Samsung. At this point, things went from bad to worse. I spent the next 1.5 hours being bounced around inside Sears with no one seeming to know what to do. I'd be transferred no less than 6 times over that 1.5 hours, usually on hold 10-15 minutes before speaking to an agent who would transfer me again. Sometimes I would be transferred back to a department I was just transferred from.

My last transfer (to a live agent) of the evening was to another department, and by this time I was quite frustrated, I explained as calmly as I could what had happened, how I had been bounced around, and how I just wanted to get someone out to fix the new refrigerator or replace it as soon as possible. I was transferred again, this time to a voicemail box that said "We are now closed, please call back tomorrow" and the line went dead. I just gave up for the night because by this time I'd spent over 3 hours on the phone with Samsung and Sears that day. That evening, being beyond fed up, I started wiggling various cables I could find. At one point, after wiggling a cable, the display started blinking and refrigerator started beeping. After 5-10 seconds of this, it stopped, and over the next few hours, the freezer began to cool. This did not instill a lot of confidence in me in this product.

By the time I went to bed, the freezer was registering that the temperature has reached 0. The freezer felt cold, but I had read some reviews of this happening to other customers with the "freezer" issues. Some reported the freezer was reporting 0, but after putting frozen food into the freezer the food started thawing and eventually went bad. The next morning I called back, spoke to an agent, explained what had happened the day before and that I would like to replace the refrigerator because this one obviously was faulty. He was very understanding, said that would not be a problem because it had only been 24 hours since delivery. He said it would be another week before delivery, to which I asked this to be escalated and a "rush" put on it. He said he would note that and I should receive a call within 24 hours.

And due to the issues, I would be issued a 5% refund of the purchase price due to the issues I had had. That was nice. However, no refund yet... It's been a week, the delivery date is supposed to be tomorrow, and I've still not heard from anyone. I called Sears again, spoke to someone who really could not help me, so I asked to be transferred to a manager. The manager apologized, I voiced my frustration with the entire process and how poor communication has been. She promised to escalate to the delivery department to try to get an update. A little while later I received a call from the delivery department (because I could not be transferred for some reason). The person I spoke to had NO IDEA they were supposed to be delivering a new refrigerator! The only notes they had were they were picking up the new, not quite working right one, that had been delivered last week.

And of course, they could not see into the system so I had to call back support to resolve. I was on the phone, on hold, for almost 30 minutes…again trying to get this resolved and figure out when the replacement refrigerator is coming. After a total of 45 minutes on the phone, Sears insists it is being delivered tomorrow. I don't know who to believe. The next day I receive a call from the delivery company and guess what, they only have an order to pick up the faulty refrigerator. I ask them not to come and that I will call Sears to resolve. I spent the next few hours on the phone talking with Sears. Finally, someone says, "oh, I see there is a note that we can't replace the refrigerator, we can only pick it up the old one. We no longer ship that unit." What? I escalate, see that this item is still being sold online, the price has increased $700 from what I paid, and that you can only do store pickup, but I can get one in 2 days from my local Sears.

I ask them to figure out a way to get me a replacement. They come back and say there is no way to do that. I ask to escalate again and I'm flat out refused. I'm told they are the highest level of escalation in support. I looked up the CEO's number and email, called and sent email. I received an email back that said "We truly apologize for the inconvenience caused. This is definitely not what we want our members to experience. We have received your request for Order # **, we request you to contact Delivery team at 800-732-7747 so that they can assist you further." That's the same department I had been dealing with! Useless.

That evening and the next morning I receive more than 6 calls from an automated system saying my delivery has been rescheduled and to call Sears. I do, they are trying to pick up the old unit and not do anything about replacing the faulty one. They said they will refund me, and I can buy a new one for $700 more (the same refrigerator), and go pick it up at the store. I don't know if this is about money, system errors, poor management, but Sears does not stand by their products. It seems they change processes mid-purchase and don't tell you about them and you pay the price.

This is not customer service, it's nothing but hours and hours wasted and complete and utter frustration. I will not be purchasing from Sears again. In summary, AVOID ordering from sears.com at all costs if you can! But if you do, hope there isn't a problem with your product because no one seems to know what to do or how to replace the broken product. There is no concern for any inconveniences you might experience either.

Now keep in mind that late July and early August are the hottest months in Missouri and I have an 80-year-old mother, a two-year-old child, a four-year-old child, a 10-year-old child, a 12-year-old child, my wife and myself living in a 3700 square-foot home. I told them of this so they decided they would patch me through to the emergency department then the emergency department proceeded to tell me that I had not purchased a warranty for my unit and quickly rerouted my phone call back to where I started at the beginning. So at this point in time I had been on the phone for an hour and a half just trying to get someone to service my unit in a timely fashion.

So once again I was passed through four different times to four different people and then once again they decided it was an emergency and they were going to patch me through to the emergency department. This time the emergency department recognize that I did have a warranty so they proceeded to tell me they were going to have a conference call and decide if it was a true emergency. So after waiting 35 minutes the lady come back on the line and proceeded to tell me she could not get a hold of them and that I would get a call back within 24 hours. So needless to say 48 hours later I still had not received a call from them. So I decided to reach out to my own technician. Luckily he was certified to do their warranty work along with many other dealers. And guess what. He was there the very next day and proceeded to tell me that he deals with several major companies and Sears is by far the worst. Now why couldn’t Sears warranty department reach out to him being that his Business is less than 10 minutes from my house .

Normally I do not give bad reviews about any company being that I am a customer service expert myself but where I work if I was to perform my job like this I would not have a job. Bottom line save yourself some trouble. Do not do business with Sears for anything whether you are buying a refrigerator, gutters, windows, central air unit. It doesn’t matter. Their word is no good. They do not stand behind their products. They look for loopholes to jump through after the point of sale as far as I’m concerned so save yourself the headache and go elsewhere.

Again a day or so later I asked what was up. They told me they would contact the dealer that they get the watches from and for me to wait 24/72 hours to hear back. I waited and after not hearing from them again I asked again a day later. I was furious. No help came to me. They wanted me to just wait to see what would happen. They again said wait 24 hours and if it's not to me by 07/29/19 then they would try to do more. I finally gave up and opened a dispute via PayPal. Sure enough PayPal was able to refund my money! Sears is a big scam with customer service agents who just want you to "wait" after you spend hundreds of dollars and are waiting for days after the "scheduled delivery date". DO not order from this company!

It did not work, and I chose another service provider who diagnosed it quickly ordered the necessary parts and it works fine now. When I called Sears customer service to request a refund on the diagnostic services, I was repeatedly denied with the statement "we do not refund Diagnostic services". My only recourse was to file a complaint about their serviceman. They took no responsibility on the quality of the service provided.

An hour after he left the motor started making noise again. I called and was told he would come back. Received call the morning of return visit and was basically told by the boss of service that I was offered to have motor fixed but declined service. He was willing to come back if I paid 580.00. The fridge cost 499.00 by the way new. He admitted cost was high but that is what it would take to replace motor and was very unapologetic. These people have to WAKE UP! Doing business like this no longer flies. It's not 1980. I highly suggest you do not call Sears Appliance Repair. Request full refund please. **

3) proceeded to make multiple excuses why they cannot park to assemble the product despite they parked to deliver the item. They also had time to have a smoking break while explaining to me how they cannot park to assemble the product.

Therefore they did not assemble the product and did not deliver on the additional cost of assembly. I have been on hold with customer service for about 1 hour now with no one to help rectify the situation of which they did not fulfill the assembly of which I paid for.

The next morning, I open the freezer and I have ice for the first time in a month - oh happy day! I come home from work and there is a puddle of water in front of my freezer. I open the door and the freezer is blowing warm air and the now full ice bucket is melting - hence the water all over the floor. I call sears back to let them know that it's still not fixed. The next available appointment is 10 days later, which i'm not happy about, but I take it. Appointment day rolls around and I make arrangements to be at home during my allotted time slot.....the technician never shows up. Ok, now I'm getting pissed. Sears is not open for me to call and complain, so I call the next day. They apologize and try to schedule me for another 10 days out....seriously?!?

I am angry, I yell at the girl (who I can barely understand with her broken english and crackling phone line). She does not budge, that is the soonest they can get out to my house, they have no record of the previous appointment, and that is all they can do for me. I get disconnected before an appointment is scheduled. I immediately call back, and a girl answers the phone who sounds exactly like the last girl, although she claims not to be. So, I have to tell my entire story again, and beg for help again. Guess what? I get disconnected again.... So now I'm SUPER pissed. Rather than call back, I get in a chat session with them, much better, but they still can't get me in sooner than 10 days out. I take the appointment, what choice to do I have? I can either give in, and buy a new refrigerator, or I can be at their mercy and pray that they fix it this time.

Oh, and to top things off, at the end of my chat session, the representative tells me that I qualify for a free in home estimate on siding, windows, guttering, etc. and asks me which product I would like to get my free estimate on. Seriously?? I informed him that I would NEVER buy from Sears again, because their products are inferior and their service is horrible, both which explain why the company is in bankruptcy. Horrible experience! I suggest you not ever buy an appliance from them, I sure learned my lesson.

When I called them and told them this, they decided to say that I was late 9 times which isn't true. I'm going to ask for a credit report and I'm taking a picture of the report I got online to compare. It seems that Sears will change the report to justify their actions. Looks like I may have a lawsuit on my hands if they pull this fraudulent act. Please, be aware, these people are not honest in any way. Sears isn't the company it used to be. Neither is Citi Mastercard. My credit score dropped from 780 to 675 because of these crooks. If you do business with these people, please, careful.

Each person gave me a different time window, a different excuse, etc. One rep said the tech was probably trying to call me and since I was on the phone with her he couldn't get through - apparently they don't have call waiting in whatever country the call center is located. Another rep refused to let me speak to a supervisor. I have never been so frustrated in my life! The chat function on the website is no better. It usually does not work. I tried it at least 20 times and only once was it functioning. Mostly, you hit the button and nothing happens. If you do get a rep, you get more terrible information... i.e. the rep will be there by 3:30 pm today and the time is currently 4:30 pm.

The billing is also a joke. I paid for the visit in February when the tech was out here by credit card. Received an invoice for that visit in April - nothing before that. Called the number on the invoice to explain I already paid and could not reach anybody for a week. At least I was unable to hold longer than an hour to reach anybody. I tried multiple times on multiple day and then finally just sent them a letter and proof of payment. Received another invoice the next month. Same process. Received another invoice this month and finally was able to reach somebody told me they had received the initial documentation but it takes them 90 days or so to update the file and that I should not receive any more invoices - we'll see what happens next month. I will certainly be looking for a home warranty from another company and would NEVER recommend Sears for anything at this point.

Whatever you do don't buy their products and warranty because apparently they give priority to customers without warranty. They had given us a sooner appointment initially but then when they found out that we had warranty, they rescheduled it for a later date. This is COMPLETELY unacceptable given that it is the middle of July, we have no working refrigerator for a month and an infant and have nowhere to store the milk. This is the worst customer service experience we have ever had and it is surprising that such a big company can get away with this.

I’ve taken them to small claims court over a year ago and won but have not received my award. According to a supervisor at Sears, my most recent claim was denied because “there was no mechanical failure”. I called for repair because the ice maker stopped working and the freezer door would not close. I lost all my frozen products. I expressed my dissatisfaction with their response to my claim. The supervisor told me there was nothing she could do and hung up on me. I am left with no other choice but to go to my local small claims court to file a new claim.

Our reason for canceling is due to a repair call on our water heater. Sears sent out a technician who determined the water heater could not be repaired and estimated $2,700.00 plus to replace the water heater. Sears refused to pay that amount so the technician went on his way. We then received a call from "Mr. Handyman" (are you serious) and we told them we wanted to discuss the matter with Sears. Unable to do without hot water while Sears decide what to do we decided we would simply hire our own plumber to replace the water heater. We had been told we could hire our own repair company and be reimbursed by Sears for the amount Sears was willing to pay. Today we spent about 45 minutes on the phone trying to get this done. The "customer service" representative said she would put me on hold and find out for me.

After approximately 10 minutes on hold the line disconnected with a loud busy signal Although she has our phone number she never bothered to call back. When I tried to reach her again all I could get were recorded menu options, none of which applied. I could not get past those options. I spent a total of almost an hour of my life on the phone either speaking or on hold with them with no results. Just time out of my day I can't get back. This experience is typical of what we have come to expect from Sear's. Run around after run around. Can't get it done!

Both units stopped working 2 days later. We finally got through to a customer service person this morning and they have scheduled a service call for Tuesday. I explained that the paperwork I received from the tech included them coming back within 90 days to fix their mistakes at no charge. Now they want to charge a $99 diagnostic fee on each unit that they serviced that stopped working. Their 800 helplines are very poor to get these things resolved. Just to have working units that were maintenance serviced will end up costing us a lot of money. I'm with everyone else that Sears used to be a good place to purchase most everything you needed but if I have to buy any appliances in the future it won't be a Sears products. I know that Sears is going through Bankruptcy proceedings but maybe it is time for Sears to RIP.

He put me on hold again and switched me to a manager who scheduled a service call. The day of the service, no one called or showed up. Two days later I received a call from Gene a Service Rep stating that the computer was down and I would need to reschedule another service date. I explained to him the issue and texted him pictures of the rusted out basket and service tag and asked him to order the part and please have the part with him at the time of the next service date. He said that he would.

A service date was schedule for July 9th and again no one showed up and no call. I tried to called Service again on July 12th but only their chat line was working. A Monica stated that there was a mix-up and that the service Rep would have the part on the truck and would fix the washer and there would be no charge.

On July 13, 2019 a service Rep Gene ** came over and viewed the machine. I already had the agitator removed and he confirmed that the basket was rusted out and needed to be replaced. He then removed the front cover on the machine to check if any other parts were needed and put it back together. I told him that I was told that the part would be on the truck and I also talked with a Gene weeks ago and he told me that he would order the part. He said his name was Gene but he stated that he never talked with me or received any texts. I showed him the texts and the phone number. He confirmed that his name was Gene and that was his cell phone number but still denied that he knew anything about this or talked or texted me. He lied straight to my face.

He then wanted me to sign a $226.00 service order and pay for it with a credit card. I told him that the service rep told me that the basket was under warranty and the cost to repair was $99. He became perturbed and called his manager and they brought the cost down to a $126. I told him that I was told it was going to be $99, but I would agree to the $126 after they ordered the part and he did the install. He said that I would have to pay up front. I asked him is the part in stock and when could the washer be fixed. He said he did not know. So he wanted me to pay $126 for a part that he did not know that was in stock or guarantee that he would come back with the part to repair it.

I told him fix the washer and I would pay the $126. He got very mad and said I was declining service. I told him that I am not declining service and due to all of these mix-ups I have very little confidence in Sears service and I would pay at the time it was repaired. He called his manager again and informed me that “we were done” and wanted me to sign and pay for a $99 service call. I refused to pay for the service call and he left the house.

A few minutes later I received an email from Sears with a service bill for $99 with a statement saying that I refused service and refused to pay for the service call. This was untrue. They would not do the service unless they were paid upfront with no guarantees that they would come back and fix the washer. After he left I tried to operate the wash machine again and the spin cycle would not work. Luckily, I watched him as he took apart the washer cover.

I did the same and the electrical connector for the spin cycle was disconnected. I reconnected it and machine functioned. He purposely and knowingly tampered with the machine to make it non-functional in hopes that I would call him back for another service call. Bait and switch, Sears service is terrible, they are liars and cheats and should be investigated for fraud. It is apparent by reading all other people’s complaints that I am not the only one having issues with Sears. What happened to the Company that our Grandfather and Father trusted??

So we get the motherboard, set up another appt for the next Friday. I get a message from the tech he is on the way to my house, 2 minutes later I get a message that my appt. has been rescheduled for the next Friday. I get on the phone and call the warranty company. I am on the phone waiting to talk to a person for 45 minutes, I am then told the tech had an emergency. I ask what they consider an emergency, since I had been without my fridge for over a month now. I was told oh something like someone not having their fridge or stove and having a baby. OK I can understand that. I ask them to please have me on the following Friday in the morning. I had waited the past three Fridays all day and I did not and was not going to wait another Friday all day on a tech. I was told they would put me down for an appt between 10 and 12.

The next Friday rolls around which was just this past Friday July 12, 2019. When the tech was not at my home by noon I called the warranty people once again waiting 30 mins. getting someone on the phone telling them what was going on then I was disconnected. I called back, waited 45 min, got someone, explained what happened. She told me she would message the tech and tell him as soon as he finished up what he was doing to head to my place.

Making a long story short when the tech got here he was the first tech that had came to the house so I ask him had they sent him any messages which he replied no. He was also the one that was suppose to come that had messaged me he was on his way the week before when I received a message they had rescheduled my appt., he showed the message he had received that day stating we had rescheduled saying if he could not be here by 1PM because we had a Dr appt. which we never said.

Now we have the new parts in the fridge, guess what it still is not working. After all this waiting and yesterday having a compressor and a new motherboard installed the fridge still does not work. The fridge part is barely cool and the freezer does not freeze at all. The fridge is not even 2 years old yet. I called today. Was on the phone for an hour and half. I spoke with a supervisor. They gave me a repair appt. fourteen days from now July 23, 2019. I told her I have been nice and kind but that is wearing off.

Next day I got a professional from another A/C company. He found that the Sears guy had modified the wiring and it cost me $242.00 to have my system up and running. Of course Sears ignored my complaint for reimbursement. NEVER use Sears Home Warranty. Same happened with my pool filter. Another $100 wasted. They replaced the filter with a used and rusted tank. The tank was an old one from another job I guess and all resprayed on the outside and no manufacturer's name visible. Another nasty and shabby Sears service.

About 12 weeks ago, I purchased a trash compactor from Sears. The sales person assured me that all Sears trash compactors were the same size and that the new one would fit into the same space as the old one. I paid for installation service - not just delivery. When they delivered the unit, the so-called "installers" simply plugged it in, crammed the new compactor into a space that was too small, and left. They damaged my cabinets, failed to level it, and didn't secure it with hardware. Within a month, I noticed that it was sitting crooked and has worked its way forward out of the cabinet space. I was having trouble unlatching it to remove old trash. I was having trouble getting it latched again when the new bag was installed. Sometimes the motor wouldn't engage when I turned it on.

FINALLY, the compressor plate simply FELL OUT OF THE MACHINE!!!! So I called the Sears Warranty Department and arranged for someone to come out and repair my compactor. I arranged to be home when he came. On the day of the repair, someone showed up on my doorstep and proceeded to inspect the trash compactor. I pointed out the damage to my cabinets and showed him the part that had fallen out. He took some photos, and then, HE ATTACHED THE COMPRESSOR PLATE TO THE BACK OF THE COMPACTOR AND CLAIMED IT WAS "FIXED". Just to be clear, the compressor plate is an INTERNAL part. It doesn't belong attached to the exterior of the compactor. It is a working part and without it, the compactor will not operate. This man simply attached it to the outside of the compactor and said he had fixed it.

When I told him that it didn't belong on the outside of the compactor, he gave me a blank look. Then I asked him if he knew what the part was and he admitted that he didn't know what a compactor plate was. I doubt that he had ever even seen a trash compactor, let alone be qualified to fix one. Once I showed him where the compression plate went inside the machine, he realized that the interior of the trash compactor was warped and bent out of shape. He said it looked like it had been dropped in the warehouse and that it was not repairable. He said he was going to "escalate" the situation and that someone from Sears would call me about a replacement. It has now been 8 days and no one has called.

I have tried to call Sears about this, but I don't get any response. Every number I call says that I have the wrong department. When they try to transfer me, I get cut off. I've tried to call the warranty department, but they say I need to call Escalations Customer Solutions. When I called Escalations Customer Solutions, I waited on hold for a full hour and then my line clicked and I was cut off. I tried to call the manager of the store where I purchased the machine but that was an answering machine where calls are not returned. I tried to call Sedgwick Delivery Damage (who handles these cases for Sears. They took my information and said they would call back. They never did.

I have tried everything I know, but it seems like there is no response from Sears at all. They apparently have NO INTENTION OF EITHER REPAIRING, REPLACING, OR REFUNDING this lemon of an appliance. This isn't the first time I've had trouble with Sears Warranty Department, but this will be the last. I am trashing this compactor and having Home Depot install a cabinet in its place. I'm super sick of dealing with Sears and it is worth the loss of the $1000.00 I spent on this piece of garbage. Sears is crooked. My only recourse would be to sue them and that would cost more than I lost. That is what they are counting on. No wonder they are struggling to stay in business. All I can do is warn others to avoid them at all costs.

I checked that company and they have terrible reviews. Called Sears back to have them come out even though I have to wait longer, the rep tried to reschedule but couldn't because Sears already sent this to the local person and they are not allowed to take it back. When I complained, Adrian hung up on me! Sears Home Warranty customer service does not care if they are providing good customer service or not. I could go all summer without my fridge working properly! Will never do business with Sears again.

Original Review: July 10, 2019

Sears installers arrived on the 16th of June to install kitchen floor. Took all day even though they seemed to be rushed they did not complete the job. When I pointed out that they did not install quarter round at base of cabinets was told that they did not have enough and would have to return. Still waiting for them to return. Also threshold to the laundry room is outside the door and most of the molding they installed has a gap (1\16 inch) from wall. Also a spot where they installed floor up to the old molding and there is even a gap there. And under the cabinet the floor does not go all the way to the base of the cabinet. Discovered a spot where there is a 1 1/2 inch gap. Really unacceptable and I don't think I want them to come back.

On Tuesday June 11th the water heater had flooded my garage. I called back to the home warranty and explained the situation about the flooding and I did not have hot water to bathe my children. I also told them that I have a torn rotator cuff with a 2lb weight restriction to lift, therefore I could not carry the water if I boiled it!! I explained that I had a torn Achilles tendon to my left foot with limited locomotion. I also explained another reason why I was upset. I told them that I had an upright freezer in my garage and that is where my food was and that I was home alone until my kids got home. I explained my limited ability to get food from my bottom drawer freezer at home due to my disabilities.

I was then told that I was going to be put on a medical emergency list and someone would contact me within 48 hours??? 48 hours for a medical emergency?? It’s a good thing these people don’t work for those in need of true medical emergencies. I spoke with a case manager that same day and she told me that I was given the wrong information and the wait was not 48 hours and that someone would contact me sooner than 48 hours. On Wednesday June 12th I received a call from Mundin Plumbing stating that they were contacted by my home warranty company, they asked when was a good time to come out and asked about what was going on. They agreed to come out that day, I am still talking about Wednesday June 12th.

Mundin Plumbing called me back less than 5 minutes stating that they would come sooner because the problem that I explained seemed urgent. Take note that Mundin noticed urgency, but the warranty company did not. When Mundin Plumbing came out, they asked how long the problem had been going on and I told them since last Friday, and that’s when Mundin Plumbing said that they were not contacted until that morning. Again neglect on the home warranty. When Mundin plumbing left they told me that they were going to contact the home warranty company to have to heater replaced.

After Mundin Plumbing left, a family member came over to check on me and to get me something out of the freezer to cook, and that’s when she noticed the water heater spraying water all over the walls and from all parts of the water heater. Luckily my brother was sitting in his car using my wi-fi and he was able to turn the heater off, however the heater continued to leak water until a service company came out on Saturday June 15th. This service company used my garden hose to place on the tank to drain the water outside my garage for MY SAFETY!!! He noticed the large cam boot on my left leg that causes limited ability to walk and the imbalances the boot would cause.

Let’s get back on target with the dates, On Thursday June 13th, I called to Mundin Plumbing because I got an email from them stating that my service was placed on hold. Mundin told me that they would call me back after investigating. Mundin called back within 10 minutes and I was told the home warranty company had not ordered the water heater YET!!! Oh yeah that’s what medical emergencies are!!! Take their own sweet time! Now I’m in panic mode. WATER HEATER WAS TURNED OFF. NO HOT WATER. WATER STILL FLOODING THE GARAGE. KIDS CAN’T TAKE A BATH. CLOTHES NEED TO BE washed, and the home warranty company is sitting cubicles talking smart to me losing phone calls and not calling back and no supervisor can be contacted and the home warranty company not following through what they promised, and the staff collecting paychecks!!!!

So I called back to Mundin plumbing and asked them if they had water heaters like mine and if they would install one for me because I had waited long enough on this home warranty company. Mundin called me back and stated that he called the home warranty company and they got them to expedite and if I could call the home warranty to put a little fire under them to get the order processed faster. I did this for my kids because after all they reminded me that morning prior to school that this was the same company that sent someone out in December to fix the stove and the microwave stove and no one. “NEVER CAME TO FIX THOSE AS PROMISED SO THEY ARE MORE THAN LIKELY NOT GOING TO FIX THE WATER HEATER MOM!!!!”

May as well let the kids run the warranty company and get better service. So Mundin plumbing told me that I would have to pay 725.00 in non-covered charges but the tank could get in faster if the home warranty company gets on with their job. On Thursday June 13th in the afternoon, I called back to the home warranty and demanded to speak to someone in case manager. I told her that Mundin Plumbing told me that the home warranty company was holding the process up, I demanded answers.

The case manager said that the non-covered charges were nothing to do with them but to Mundin Plumbing, for a gas line, water line and tank line. I will give the home warranty company credit for this case manager. Finally, someone who seemed to care, finally someone who listened, and finally someone who gave me her name and extension if I needed to contact the company if I ever had any other problems. But you better know when I called her back the reps said that they could not contact her, even though I had her extension, finally one of the reps sent me to her voicemail but I didn’t hear from her again. That is the only credit I can give this home warranty.

On Friday June 14th I called to company that manufactures the water heater. I asked if it was mandatory to have the gas line, water line and tank line replaced in order to have a water heater replaced. I was told that it was okay to replace a $25 gas line if I wanted but it was definitely not required or mandatory. I called Mundin Plumbing again asking if they were able to get my water heater put in, and I was told NO because the home warranty was taking their time with the PO. I asked Mundin if I could just get the heater installed without the accommodations and I was told no, because it was company policy and mandatory to replace these items. I explained that I had called to the company that manufactures these water tanks and I was told that it was not necessary. Mundin told me that sorry they could not install the water heater unless it was done.

After speaking with Mundin to dispute the charges I called to the home warranty again. I spoke to several reps and this was the day that I could not talk back to the case manager that I had spoken to on Thursday. Finally, I spoke to a case manager, rude and nasty and she was the rude one that offered the check to pay in trade of having Mundin replace to heater. I asked her what was I supposed to do if I didn’t have the money to cover the non-covered charges, and she suggested that if the charges were not paid then the water heater would not be replaced. I told her that I called to manufacturer that makes the heater and she said that Mundin was licensed and that was enough. I asked for second company, I was told no. I took the check. I spoke with someone after the complaint was filed, another rude and nasty whatever she was.

I asked to drop the home warranty company and I was told that I would have to pay the amount of the check back to the home warranty company and unless I do, and I was stuck in a contract. I was told that I was a day short to cancel the home warranty and I was promised that someone would call me back to speak to me about cancelling, but as this home warranty continue to show neglect to customers, I AM STILL WAITING FOR THE PHONE CALL THAT I DON’T EXPECT TO HAPPEN. This warranty company has failed me too many times for me to continue to pay them for poor service and no follow-up. I want to be separated from this home warranty immediately.

I have been playing phone tag with these people since early June on where my points are and why I haven't been issued them. They say they will "correct my account" to show that the treadmill was delivered, but they haven't done so. I've tried to the chat line on their website, same issue. I used Ebates as well for this purchase, so they also won't credit me until they see that the item is delivered. It is now approaching mid-July, no points. Don't buy anything big from Sears, they will screw you out of points and not fix your account.

They couldn’t give me info and suggested to reschedule appt for Tuesday 7/2 between 8-12p. I did at that time reschedule. On Monday 7/1 in the morning I received an email from UPS that delivery would be by the end of the day Monday. I called customer service to advise it was being delivered and out for delivery and to confirm my appt for Tuesday morning between 8-12p. I was suppose to be set. Now Tuesday morning I sit here waiting for tech. They never show up. At 1230p I call customer service. On the phone being transferred from service to dispatch and back again for over an hour. Still with no result. They are trying to reach tech to see if he can still fit me in today. But it does not look promising.

In my first experience with Sears Home Warranty it is disappointing and not worth my money or time spent sitting around waiting the windows out for service and then no one showing and competing the job. I will be cancelling the Sears Home Warranty and finding another option or company to go with. Do yourself a favor and don’t fall for the pitch lines of home it is worth the money. There are other companies out there to go with!!!!

I went online next day and could order same furniture set at a higher price. Is this legal to advertise a product at one price, pay for it and then be told a week later we no longer have product BUT you can order it at a higher price. After many phone calls to "Marketplace" and SEARS, all anyone says is "sorry. On hold for more than 1:45 minutes each time I call Sears. When you call Marketplace vendor it is a Texas number but you are actually speaking with someone in India. When you speak with them, they say hold on let me get a supervisor to help you, they just hand phone to person sitting next to them. They do not even put phone on hold and laugh when next person speaks with you. My BIG ISSUE with Sears is they are advertising a price for a product and then won't deliver because they want you to pay more money. THIS SHOULD NOT BE ALLOWED.

My boyfriend had an opportunity to work a 14 hour overtime shift up in Portland and between the overtime and per diem paid, it would be roughly 800 dollars missed out on so we could sit around and wait for literally nobody. I continue to wait on hold for close to 50 minutes and I found another number for Sears on a website called Gethuman.com which gives suggestions for the fastest way to talk to a person. I used his phone to call that number, got someone with 4 minutes and then I proceeded to ask what was going on with my treadmill delivery. She explained that the systems were down for three or four days and for whatever reason it required them to reschedule tons of deliveries. She said she was part of a team that was contacting people to let them know.

I advised her I had no idea, nobody called me, nobody emailed me and I let her know of the money we are missing out on sitting around waiting for no one to show up. She told me she so so understands exactly how I feel (no, you don't). I told her to just cancel the order, there is no way I want to continue to do business with a company that clearly does not give a crap. She went silent for about five minutes without indicating that I was going to be put on hold, came back and confirmed cancellation. I just want to put this out there as a warning that this company is horrific with both their delivery practices and customer service.

We are back to square one! Now I’m writing a letter. Mom is on a fixed income like many seniors. She purchased the capris because they were so cheap! Now they threw in this fictitious amount for shipping and no one can remove it nor do they know how it got there so they couldn’t help me. Don’t buy from Sears!!!! Especially online!!!! They are crooks. Shame on them!

I bought a Kenmore Elite refrigerator. Have large family (spent about 1 month in restaurants). There is medical conditions, and yet they have no ETA for one part out of 6 of them. Almost seems as if they do it intentionally. Probably are lacking technicians and need to buy time. They tell you to call Kenmore warranty department, and guess what... It takes you back to Sears. It has been about a month already and no help. There is either a tremendous gap between departments. The representatives have very limited access to their managers (which are useless), or maybe they are told not to be bothered. Managers cannot connect all necessary resources to get the job done and satisfy customers. It is a total nightmare!

In February of 2019 I received a standard mailer from Sears. They said they would warranty any appliance in the home no matter how old and you didn't even have to buy from them. I thought maybe I will buy the warranty and then use it on the Microwave. I called Sears and the woman was very nice. I explained our situation. Without asking she started to research our case and after a half hour she said that we were in fact under warranty when I called but because they changed the model number of the unit we were not listed, hence the response we didn't have a warranty.

She assured me she fixed the paperwork and even though it is 2019 we would still qualify for a Sears service person to correct any issues since we called while it was still under warranty. She transferred me and that is when I entered hell. If I had only gotten her name. No matter who I called, talked to, no matter how many phone calls I made, no matter who I pleaded my case to, the response was the same. It didn't matter that when I called in August of 2018 I was still under warranty. Sears admitted they made a mistake by removing me from having a warranty but since we are now out of the warranty period anyway there is nothing they can do about it and they don't feel like they have to do anything about making the situation right. I WILL NEVER ENTER ANOTHER SEARS FOR THE REST OF MY LIFE.

We never received the ring. When I finally told them that I was filing a complaint with the BBB and police and wanted a refund after 4 weeks they submitted a partial refund through PayPal and will no longer respond. The policy is for the customer to pay restocking if returning the ring we wanted an exchange. We kept notifying them our wedding was getting closer and they would not respond.

Every time it is the same canned email that we don't have warranty. We went back and forth at least 10 times. Talked to Customer Solutions, confirmed it was approved, the next day or a few hours later got denial email with no explanation on why it was not covered under the 5 year exceptional part warranty. Never can escalate to a supervisor. It is the most frustration experience. No wonder they are in bankruptcy. We will never buy again from Sears.

I was told I could not return it to the Sears store to avoid the additional fee. I could however purchase another mattress and the delivery fee would be waived. I felt so violated! The product was INFERIOR! Purchasing another mattress was $90 more. I trusted in Sears for appliances and mattresses in the past. Not anymore! I just told my coworkers about this. One was going to Sears to buy a mattress. Now he's going to Costco.

UPC: 747935818675ve purchased all my mattresses from Sears

I called the next morning to see if the contractor was going to come to replace the water heater that day. I was told by the contractor that Sears would not replace the 20 year old water heater and would only replace the burner. AND that it would take 4 days to get the parts. This meant that I had to shut down the gas to the water heater and go without hot water until the part came in.

My brother-in-law lives with us and he has cancer. I asked the plumber to plea my case and and try to get us help. He did so, and was told by Sears that if they could "not find the 'parts' for the water heater in 24 hours that they would replace the water heater". Well...24 hours came and went. After many calls to the contractor and trying to get through to Sears, nothing happened. They did nothing. No concern about a fire from a gas leak, or the health of a person with cancer. Wow! I will be cancelling my Sears Home Warranty and going with another company that is a little bit more money, but I have experience with. STAY FAR AWAY FROM THE SEARS HOME WARRANTY.

The next problem was my my LG all-in-one washer-dryer. 5 years ago when it died, I went through - or rather my warranty company went through - half a dozen idiots until I called Sears on my own and they got it fixed. So, when it malfunctioned again, who did I call? Sears! The 'call fee' was $89 to 'diagnose' the problem. Ok, not horrid but a little higher than I'm used to. The tech that arrived was incredibly rude. Nothing overt, but looking down his nose at me, talking down to me and talking over me, that sort of thing. I tried to explain what I knew was happening - the clothes were coming out wet but ONLY when I used the dry cycle so the pump was working fine - so he didn't have to re-invent the wheel and his response was "I'll decide what the problem is after I examine the machine." He then turned his back on me indicating that I had been 'dismissed from his presence'. So I left.

A while later, he came up to my office and announced that the problem was that I hadn't cleaned out the intake hoses?! That's not in the maintenance manual. Why would I need to clean out hoses running clean water? The filter, the drain hoses - those have to be cleaned, but intake? Well, whatever. I paid him and told him I'd call back if my problem wasn't fixed. When I went downstairs a bit later, I found that he had moved my drying rack off the top of the machine and had not returned it to its location. Moreover, he'd moved the machine out into the room so he could access the back of it and didn't move it back! What sort of person does that sort of thing to an elderly woman with a leg injury who, obviously, can't be expected to move the machine back into place.

Worse, my clothes were still coming out wet - not damp which is how they would come out of the wash cycle after the spin and before the dry cycle - and not misty which is how they are supposed to come out of the dry cycle in this type of machine - but WET! Which is WHY I had called in the first place. So, the problem WASN'T fixed despite his ever so smug assurances to the contrary. So, I called Sears back, and, after trudging through their 'call center' for nearly 30 minutes where the employees do NOT speak English well enough to readily understand or be understood, I was able to get a call-back from a manager (several hours later) in Customer Care where I filed a complaint against the tech. They apologized, promised me a new 'master technician' would be assigned, and I wouldn't be charged a second fee for the re-diagnosis.

They sent a new tech out who, I am sorry to say, was completely out of his depth. First, he tried to charge me another diagnostic fee. I told him I'd already paid it and this was a re-visit because the first guy didn't do the job right. So he verified and I wasn't charged, but he should have had that information at the outset. Second, and more importantly, He didn't even recognize the machine for what it was! He said "Is this it? It looks like a washer." I explained that it was an LG All in One. His response was "Really? I've never seen one before. This is interesting." THIS is their 'MASTER TECH' - someone who hasn't even seen an all-in-one let alone worked on one?

He took a photo of the plate with the model and serial numbers and started searching for information on it. After about 30 minutes, he came upstairs and informed me that the model and serial numbers are "... only coming up with washer parts." And that he was going to have to "go back and do some research" without any attempt at scheduling a followup appointment. Just a promise to call me to set one up.

Two days later on Thursday, Sears left me a voicemail after 8 pm which is when my phone turns off for the night. So on Friday Morning I get a voicemail telling me they have “Scheduled your technician to arrive between 10 am and 1 pm tomorrow.” Which, of course, it the same day as I received the message. I work from home as a Tax Advocate so all of my meetings with clients are confidential and privileged just like a Doctor or Attorney. I had a client scheduled for the time period the technician was ‘scheduled’ without so much as a courtesy call to verify the time and date with me.

I called to try to reschedule and was given the royal run-around. “You’re his last appointment.” “We can’t change the appointment now.” I even asked for a supervisor who BS’d me some more and gave NO explanation as to why an appointment was scheduled without any communication with me. She said “I realize you have errands to run…” At which point I cut her off and explained vehemently that I wasn’t ‘running errands’ but had a confidential and privileged meeting with a client and could not have a repair person running in and out during the meeting. She apologized but gave no alternative options so, completely fed up, I said, cancel the appointment and refund me my service fee since I haven’t received any service. Her response was “The service fee is non-refundable.” At which point I told her, impolitely, what she could do with her ‘service fee’ and proceeded to call my attorney.

I realize the service fee is ‘non-refundable’ but that is only if one actually received the service for which it is intended which I have still not received. I will never call Sears again. They have become like every other money-grubbing, dishonest and lazy repair service company that takes your money and gives you nothing but frustration and aggravation in return. They are useless.

2. I have never been turned down for a claim. I've never had to fight for a claim and they do come through when needed.

Now the bad parts:

3. Getting through their "phone tree" is a nightmare. You will be switched from department to department over and over.

4. As time goes by, the wait times for service gets longer and longer. It used to be about a week before they could get a technician out to fix a problem. Now, it's about three weeks. Imagine going three weeks without a clothes dryer and having to go to the laundry mat. However, they do always send somebody. Sometimes, in the worst case scenarios, they'll send somebody three weeks out only to find out they don't have the right part and then you wait another three weeks for the part to come in the mail and a person to show up and install it. Now imagine going without an appliance for six weeks.

5. When this year's contract is up, I'm going to try Home Shield instead of Sears Home Warranty. There has to be a better turn-around time than waiting on Sears Home Warranty.

It was suppose to be here on the 3rd of the next month, so an appointment was made for the 4th. Well UPS tracking on the 3rd said that it was not going to be here until the 4th. A three day lay over in Shrewsbury, MA. Shrewsbury is only about an hour and a half from my town, but it was held up there for 3 days. The service reps. came on the morning of the 4th as schedule, but of course they was no part. They said again when it comes in call Sears. It came to my house at 5 PM. I called Sears repair to let them know and asked for another appointment for the next day. The service rep. told me that a repair man would be there soon. Now it is eight thirty. No repair man and I have tried for the last two hours to get some information as for when to see a repair man.

They say that he is on his way, that he has the repair order. I asked if they could confirm when he might get here but they said the system shows that he has the order and that they cannot tell me anything, but if I wish to call in the morning that they may be able to tell me something, or that I could reschedule the appointment. Between Sears Service and the UPS it seems no one knows anything. Oh UPS charged UPS 3 Day Select for the shipping of the part. That means that they guarantee it would be there in 3 days. Must be that they didn't count the 4 days it was held in their MA. facility. So far it's been almost 2 weeks waiting for this part and repair.

The tech came out and said he had to order parts and would have them delivered to the house and return the following week on Thursday (about 10 days later). Parts came before the Thursday but no tech. I waited to see if they would call me but no call. By the following week I called (going through the lengthy hold/annoying message about using their online service which wasn't helpful because it couldn't find our account/information). Finally, I get them on the phone and they schedule the tech to come back out. 10 days later they are out but cannot repair the machine, so they say, someone will call to replace the the machine. I wait, no call.

After 10 days, I call (go through the lengthy hold/annoying message saying visit us online for faster service BUT it still doesn't recognize our account). Finally, get someone on the line and they said, "Just go to a Sears store in your area," and provide my phone number and they will provide a replacement machine (but I had to pay the difference). I go to our local store and found out both local stores closed. So I go to a Sears outlet still open and they said, just go online and buy there because they can use the warranty refund (but the outlet couldn't). I go online, pick out everything and then chat with someone to get it paid for and they say "sorry, you will have to call customer service and have them send you an eGift card". I do that, call customer service (go through the lengthy hold/annoying message for nearly 30 minutes).

Finally, I get someone on the phone and they say "we cannot do an eGift card for online purchase". I explained that we don't have a local store to use and she said she would have to transfer me. I stopped her and explained how much time I have spent trying to resolve this and the endless hold time. This representative was nice enough to set things up and then transfer/hold with me to get me to the right person. I thought that, finally, things would be handled. Not so fast. I get the order in and then the new representative says "someone will call you back in the next few days to take payment and finalize the order". I ask for an email confirmation, tracking #, something to reference and a phone # that won't force me into multiple transfers and lengthy, wasteful holds. She wasn't very friendly and could not provide me with any account/tracking/order # but did provide me with a more direct 800 to call. I wait, no phone call.

I call back in 4 days figuring that was enough time. The new # was easier to get assistance. I was able to pay for the order and get my part paid, and delivery scheduled. The call ended with "they will call you to confirm the delivery" and you will get notifications with updates on the order. No updates or calls. I call the day before the order delivery date and they state that, yes, the order is scheduled for next day. However, I am reluctant because no phone call to coordinate the delivery has occurred. They inform me I will get one the evening before. We'll see. I really hope so because this is about all I can take of this wasteful process.

Sears needs to streamline communications, weed out the constant transfers that cause customers to start all over. Other helpful things would be to update the search abilities from their online portal to allow for more streamlined, efficient communications. The waste of my time was significant but it is also wasting the time of sears team members which impacts the cost of doing business in several ways. I honestly don't think I will purchase again through Sears or Sears Home Services because of the poor customer service.

We were fools and purchased a $400 three-year Master Protection Plan on this $3,000 lemon but a lot of good that will do when we can't even get it repaired while it's still under the original manufacturer's warranty. I honestly don't know what to do next, who to call or contact. No one responds. So here we are, into June now, still waiting.... We have lost hundreds of dollars in food and wasted countless hours because of this. How difficult is it to ship a darned compressor? And why did it have to be shipped from Korea or wherever it's coming from (if it is)? Why don't they have them in stock here? We just can't believe their total lack of consideration and response to their customers. We have been long-time customers of Sears but no more. I want to get this refrigerator repaired and then we're finished with them.

I left at 9am to go to our family event. At 11:15, an hour and 15 minutes into my husband's wait time, Sears home service called my cellphone to inform me that our service tech has been sick ALL WEEK and would not be coming to repair our refrigerator that day. I explained that my husband was missing a family event and I would like someone else at our house by 2pm. I explained that since the tech was sick all week, we could have been called Friday or even at 8am or 9am that morning and our family plans would not have been ruined for the whole day. The answer was "No one is available". I asked to speak to a supervisor and got the same answer. I talked to 4 people during that hour and 15 minutes and the last one ended up disconnecting me.

During a break in our family activities, I called again. I still got the same answer from everyone. No one is available. There seemed to be very little attempt to accommodate us at all even though we were terribly inconvenienced by their cancellation. At one point, one of the phone people asked if we could reschedule on Saturday May 25. I said we could not schedule that day because we would be out of town. I would have to call back to figure out a time to schedule. A few minutes after I hung up, my husband got an email stating that we were scheduled for service with Sears on Saturday May 25 between 8 and 12. I called AGAIN and said we would not be available that day. The phone person asked if I wanted the appointment cancelled. I said they could do what they wanted with that appointment but we would not be home.

I finally got the appointment scheduled on Wednesday, May 29. I was given the 8am to noon wait time. I informed them that I needed to leave for work at 11:30am so they needed to be at my house in time for me to leave for work. When I spoke to Sears the night before the appointment, I reminded them that I needed to leave for work by 11:30. I was again told there was really no guarantee. Thankfully, the technician showed up at 8:30am and was able to repair my refrigerator. He was VERY nice. I would give him a "10" rating, while giving the schedulers a zero.

We spend hours talking to Sears employees on the phone and in person and no one was willing to fit in our appointment any sooner, although the entire problem was the company's fault. The customer service truly could not have been any worse. No one cares about the amount of time and money we have spent to end up with a refrigerator that is worse than when we started.

So here's the thing Sears: consider this my hill to die on. I refuse to use snail mail and buy a stamp and mail a letter to your unethical accounts department when you can very well see I don't owe you money and you can far more efficiently use email to address customer queries. I would think in your position you would be working hard to keep your customers. Not one response or attempt has been made to sort this out on your side though. Absolutely disgusted with your unethical business practice.

Well this second time, I had to wait over a week for the appointment, then tried to contact Sears to request at least a 30 minute heads up because I couldn't take another whole day off. After many highly irritating recorded automatons and re-routings, which said over and over my phone number didn't pull up any appointment, I reached a person, who said that he would put in that request but couldn't absolutely guarantee it. Finally on the scheduled day at 2:41p I got a text saying that the "technician" was on route. I jumped in my car, tried to call Sears Repair but kept getting the same run around, tried to access their online "chat" but couldn't, so I finally hung up, thinking that I'd be there shortly anyway and what repairman is ever really that timely?

Well Alex, the C'ville "tech" called at 2:57p to say he was at my house. I said "I'm 7 miles away, 5 of which are interstate, I should be there in about 5 minutes or so." He was short with me, saying that he could only wait "5 minutes" because the next appointment was "in Schuyler". I said "Well this is the second time you've had to come out because it wasn't done right the first time" so I expect you to wait. I arrived home at 3:06p and he was long gone. There's only one road back to the interstate, and I didn't see him. From the time Sears texted me till I arrived home was 25 minutes!!! Plus, I assured surly Alex that I was minutes away. I was FURIOUS and called Sears - again having to wait for an extended period and then going through massive recorded rigamarole. A Sears rep eventually said that Alex'd come back and so I was satisfied- but only temporarily.

After about another 25 minutes I wondered if he was going to go to Schuyler first and then here, so again, made a painful protracted call to Sears, who told me there was nothing noted about Alex coming back. The only info was that he'd arrived at 2:56 and I wasn't home. My beef wasn't primarily with the 8-5p "window" even though that's patently unreasonable, it's that this is THEIR mistake that they're fixing and all I asked for was a 30 minute heads up out of 9 HOURS!!! Then they told me he was coming back and then that he wasn't and they were utterly unconcerned about any inconvenience to me. So if you enjoy horrible customer service, inadequate repairs, inconsiderate runarounds, flat out incompetency by Sears reps and thus banging your head against a corporate brick wall, by all means, schedule a Sears repair!!! No wonder they're sinking like bricks.

Now, it's Sunday May 19. I have spent the past 3 hours either on hold or with customer service reps trying to figure out where my mower is. Nobody can figure this out and nobody will let me speak to a customer service rep. supervisor. After 3 hours I was finally put through to the Sears store in Butte, Montana? Okay, after speaking to 5 different customer service reps who could not help, I am now on hold trying to cancel my order. I have been on hold for 56 minutes and counting trying to cancel my order. This is the worst customer service and endless loop of ill trained people I have every dealt with. From a soon to be former Sears customer.