Sears Reviews

The repairman came on January 20, 2010 to check out the water heater. My wife had the day off so she was there to show him the heater, etc. The repairman first complained that the water was not turned off and stated that it was not his job to turn off the water. He wanted my wife to call a plumber to do so.

He complained that the water heater was not drained and that it was also not his job to do so. He finally got the water turned off (a simple matter of turning off the water valve at the base of the house), tested the water heater, and replaced the top element. He left no ticket and no explanation of what the repair involved.

He left my wife with the statement that we need to replace the cold water valve and that it was not his job to do so.The valve was dry before he came but was leaking after he proceeded to try to use it.The repairman was rude to my wife and tried to intimidate her. He came into the house several times and helped his self to the water from the refrigerator without asking.

I called the Sears number again on Monday, January 25, 2010 to report the above and request that Sears replace the damaged water valve.The Sears personnel apologized for the actions and damage and scheduled a "senior" repairman to replace the valve. The new repairman came on January 27, 2010 to replace the damaged valve.

When he got to the house, he inquired if the water was cut off. When he was informed it was not, he then went into the same tirade that it was not his job to do so. He also said that it was not his job to replace the valve as it was not part of the heater. He again said we need to get a plumber. He and my wife got into a shouting match, and I was called.

The repairman was calm when he talked to me, explaining the above. He did not feel the previous repairman damaged the valve, even though it was not leaking prior to his visit. I told him I felt Sears should replace it, as there was no leak prior to the Sears repairman coming.The repairman said he could not replace the valve as it was not part of the heater, and he could not do anything outside of the heater itself. He did say he would tighten the packing, but that was it.

I feel Sears should replace/repair the water valve that they damaged. I do not feel it is my responsibility to replace something that was working fine before the Sears repairman damaged it. I definitely will never buy any appliance that will be serviced by Sears.There is absolutely no reason why a repairman cannot be civil on a scheduled visit. If he is incapable of doing the repair, he should say so and get someone who cannot damage something and leave. Any help will be appreciated.

The repairman, who works for Sears said the patch is "uglier than the cracks" and that once you have cracks forming, more cracks will continue to form and the patch does not prevent more cracks. My "Master" warranty is until 2013 and specifically states cosmetic problems are covered for 3 years. I told the repairman and then subsequently the store manager where I purchased the refrigerator that I: 1. Don't consider cracks in the case of the refrigerator cosmetic, but is, instead, a materials defect and a health hazard (food bacteria would be trapped in these cracks), 2. If they insist it is a cosmetic problem, an ugly patch that doesn't prevent more cracks from forming is not a sufficient remedy , and 3. I paid an extra $280 for a product called a "Master Protection Policy" that specifically says it covers cosmetic defects for three years from the date of purchase and that their proposed remedy is not in good faith with the written agreement.

The store manager said he would follow up on this and call me back. It has now been three days and I left a second message with no call back. I strongly believe Sears owes me a new refrigerator and I'm angry at having to fight for that after paying for what we thought was a "high-end" product and a warranty we thought was comprehensive.

As a further aside, in the past 5 years we have purchased a washer, dryer, dishwasher, built-in microwave, and a dual-fuel range from Sears, all top of the line products. We also had problems with the washing machine and dryer which have not really been corrected to our satisfaction either. (The fix for the washer problem included having a door that now must be slammed in order to get it to close).

So much for appreciating loyal customers. I will never purchase anything from Sears ever again and plan to advise everyone else to do the same.

They adjusted something and it ran quieter. On January 9, 2009, the dryer wouldn't turn on so I reported it and I was asked to turn the breaker off among other things. It would not come on so I was told that a service representative would come out on January 15. A representative came but was unable to fix it so he ordered a part and rescheduled on January 23. Sears called to find out if the part came in three times. When my husband called to ask if they could come out any sooner, a representative was rude and told my husband "that’s what Laundromats are for".

On January 22, I discovered that my washer was leaking underneath so I called and I asked if they could look at it while they were coming to fix the dryer the next day. I was told no because that’s a separate service order and they would come out the 27th to check the washer. I was hung up on when I asked to speak to a supervisor. On January 23, after waiting until 3:30 PM for a representative to come, my husband called and I was told that the technician who was scheduled to come to our home wasn't even working that day. My husband called to complain and someone came out for the dryer only. Again, the part did not work and more parts were ordered. I called that evening and I was told that they would reimburse me for the cost of the Laundromat.

After 3 more phone calls to see if the parts came and confirmation that both appliances would be serviced, they were to come on January 27. This being the third full day I had to have someone at the house between 8 AM and 5 PM, my husband called on January 26 and he was told that they were to repair the washer only. He demanded someone to call and the representative did come and repaired both. (hopefully).

Another visit from Sears service happened on February 2008. The blower was stalling and backfiring through the muffler. In March 2008, the machine died midway of doing my driveway. The machine was gone for several weeks to replace a flywheel key. In February 2009, the machine almost caught fire, because of backfiring through the muffler.

it is now February 2010, and I have had several other service calls because of the machine stalling for no apparent reason. A repairman told me that "the gas cap is too tight." He then left again. Well, the gas cap is as loose as it can get without falling off and it still stalls. As of today, the machine is in, getting the coil replaced for a week now.

I called customer service to explain my problem, obviously frustrated at this point, only to have the Sears representative tell me that I am only holding up the process by inquiring as to the status of my property. The call ended with this rude individual hanging up on me. This conversation was actually recorded, as i informed this person "much to her disliking."

I am unsure of the legalities of this, but I know that their answering service advises you that your call may or may not be recorded for their purposes but does not tell you you have an option not to be recorded. (That's kind of a one-sided agreement, if you ask me.) Also, I have not even mentioned the more trivial problems such as shoot cables constantly freezing or pull chords breaking because of difficulty starting the machine. Anyone out there with similar experiences or advice?

Needless to say my wife was ecstatic, I was upset, and they didn't seem to care that they just blew my Christmas surprise. I got on the phone at that point and cussed the person a new one! I then called the "national customer care" number and they still didn't do anything about it either. I just bought another HDTV on 1/16 from Sears. I didn't like the picture quality and returned it. Now they are trying to charge me $173 restocking fee! I had the TV right at 1 week before I returned it and I am not paying for a TV that I don't have, the set is still in brand new condition. They are trying to get me to pay them for me not liking and returning the TV. Not!

I made the ** mistake of putting in my e-mail address thinking that there would be another screen. There wasn't, instead I got an instant message on my inbox saying that I had given "informed consent". I did not. From then on, I get junk e-mails and have not yet found out how to stop it. Dirty, sneaky, old Sears.

First, she told me that all internet prices have to be price matched online. I explained to her that the online customer service sent me there. Tera then called the Sears customer service and apparently received clarification that it could be done at the store. After waiting there 1.5 hour literally for her to study the store policy, and to do some research and confirm availability, she told me to come back on January 21st, 2010 when the TV is there. I was very disappointed with her answer especially since I had to stand for 1.5 hour in the store while being 8 months pregnant and having to carry a 2 year old in my arms as well. But, I did not have a choice but to come back. I asked Tera to write a note on the Frys ad what the price was on January 17th, 2010 and the fact that the item was available.

On January 22nd, 2010, I came back to the store. However, Tera was not there. Marvin was the store manager at the time. I was confident that there would not be a problem with the price match since I already had a note from Tera. After explaining the situation to Marvin, he wrote down on a piece of paper the sears customer service number and told me I should call that number. I was not only disappointed but also outraged by his response. And finally, he said that Tera should be available the next day at 4 pm. I went home empty handed.

How could Sears's employees have such poor training on their own store policy? Was there ever training at all? How could the sears.com customer service told me different reasons from the in store manager? This not the first time I had tried to price match. Approximately 1 week before, I asked Sears to price match Frys (This was at the Willowbrook store). And the manager told me straight out that they did not price match Frys. I asked for the reason why. He told me also they did not price match Wal-Mart. If that is the case, Sears need to put this on Sears Price Match Plus policy for accuracy. Sears price match policy made it sound like it was so easy to price match and very misleading to the customer. At this point, I am ready to cancel my order and write complaints to every complaint board available. Sears, please provide a better customer service and do not mislead the customers. I am highly disappointed and probably will not go back and will not recommend Sears again.

Taking his suggestion, I went to the closest Sears hardware store near my house where I should also pick up the TV that was scheduled to be at the store on January 21st, 2010. The manager, Tera, seemed to not be very knowledgeable about Sears price match policy. First, she told me that all internet prices have to be price matched online. I explained to her that the online customer service sent me there. Tera then called the Sears customer service and apparently received clarification that it could be done at the store.

After waiting there for one and a half hours, literally for her to study the store policy and to do some research and confirm availability, she told me to come back on January 21st, 2010 when the TV is there. I was very disappointed with her answer especially since I had to stand for one and a half hours in the store while being 8 months pregnant and having to carry a 2 year old in my arms as well. Still, I did not have a choice but to come back. I asked Tera to write a note of Fry's ad on what the price was on January 17th, 2010 and the fact that the item was available.

On January 22, 2010, I came back to the store. However, Tera was not there. Marvin was the store manager at the time. I was confident that there would not be a problem with the price match since I already had a note from Tera. After explaining the situation to Marvin, he wrote down on a piece of paper the Sears customer service number and told me I should call that number. I was not only disappointed but also outraged by his response. Finally, he said that Tera should be available the next day at 4 pm. I went home empty handed.

How could Sears's employees have such poor training on their own store policy? Was there ever training at all? How could the sears.com customer service told me different reasons from the in store manager? This was not the first time I had tried to price match. Approximately 1 week before, I asked Sears to price match Fry's (This was at the Willowbrook store). The manager told me straight out that they did not price match Fry's. I asked for the reason why and he told me they also did not price match Wal-Mart. If that is the case, Sears need to put this on Sears Price Match Plus policy for accuracy. Sears price match policy made it sound like it was so easy to price match and very misleading to the customer.

At this point, I am ready to cancel my order and write complaints to every complaint board available. Sears, please provide a better customer service and do not mislead the customers. I am highly disappointed and probably will not go back and will not recommend Sears again.

I called Sears the day after the installation, since we were concerned about the placement of the Maxi Vent. Even an old woman knows it should be as high as possible, near the ridge. However, it is halfway down the roof. The salesman looked from the ground, on one side, and said it was good enough. Against my better judgment, all I could do was hope for the best.

That summer, I noticed excessive falling off of granules from the shingles. On July 11, 2009, I noticed the shingles becoming bare, curling and breaking. I called Sears Home Central to report on this. It took several calls before someone got back to me. It was July 31, when another rep from Sears inspected the roof. Without hesitation, he informs me that the ventilation was not properly installed, that this was causing the problem and it was Sears' fault. He said that Sears would fix the ventilation and install the shingle for the roof at no cost to me.

the most deplorable and shameful performance I have ever seen in my life.

Naturally, I was unhappy with the $129 fee after only 13 months of usage (It is just my wife and I; I am a retired schoolteacher), but I accepted that fee. I was told by the scheduler that for $214, I could have an additional one-year warranty and it would cover this visit by the repairman, including any parts. This was, clearly, another chance for Sears to sell me an extended warranty. I have no idea how much repair parts cost, so I did not offer them $90 more of my money. Well, I found out when the repairman showed up, he started the machine and it worked just fine. We asked him to start it again, but now it did not work properly. He told me it is a computer board that will cost me $224! So, one month beyond my warranty from the manufacturer, Sears charges me, with tax, $377 for my washing machine! I phoned the store and they directed me to the corporate headquarters where I ended up speaking to a department called "customer complaints when products fail too soon".

The gentleman first offered me a $25 gift card then upped it to $50, his final gift. I am not complaining about their effort to appease my annoyance at my bill. But I want to complain nonetheless that Sears certainly should have honored the warranty, especially if they would not charge for their serviceman to fix the machine, nor would they charge for the part because they honor the Kenmore warranty. Surely, I am not pleased with the quality of the machine, but Sears played what I call an immoral game of paying for warranties and not being forthright about the products. They all agreed it was not normal for the machine to break, but they were unwilling even to sell me the $214 extended warranty plan and stuck me with a $377 bill. Shame on them.

I told them that they should be put back up because customers have no way of knowing they were supposed to be on sale. One salesclerk said it didn't matter because today was 1/16 anyway. I said the signs should remain posted until the store closed, 4.5 hours away. I am still very unhappy with this careless and unprofessional behavior. I will also file complaints with Broward County and the State. Shame!

I waited between 8-12 on that day and no one called or showed up. I called to reschedule, they said that the service tech called me and I did not answer so they did not show up. On the rescheduled date, I waited for another 4 hours. I called 3 times in that 4 hours and was reassured that someone would be there before 12. No one showed or called so I called again after 12. They said that they are running late and will call me before coming out.

Well, of course I had to reschedule that appointment at a $25 charge because the Sat. guy showed up when the truck got there. So the delivery guys go ahead and install the washer and dryer and tell me to leave it running. Well, 30 minutes later, there is water all over the wash room floor and running into the bathroom. They forgot the drain hose. I called them back to clean up the mess. Forty minutes later, they arrived, cleaned up the water with our towels, and took the rug to be dried out in the hall.

Day 5: Delivery is again for 11 and 1. The truck arrived at 6:30, same guy. He said the rug would be returned tomorrow. In between this time, I called Sears customer service line and got plenty of "sorry", but no one can help me even get a refund on the delivery charge. Day 6: Still calling Sears, no call backs as promised and no rug! Day 7: I went to the local Sears store, brought the TV back myself and talked to the store manager, who tried to talk me out of the return and even offered a $200 store credit. So fed up, I refused and wanted a full refund. Guess what, he can't override the restock fee and charged me $250. I told him, “Go ahead.” I'll fight it later, but I want them to pick up the washer and dryer.

Day 8: Sears is scheduled for pick-up between, wait for it, 11 and 1 (it's almost a joke now). The truck arrived at 7:30, not the original truck route so the driver has no paper work on hand, only handwritten information. Day 9: Starts tomorrow, I have to go back to the store and try to get something saying they picked up their **!

Anyway, he continued with his work, had to turn the gas off to put the heater in, but when he reconnected everything, the furnace would not start again. I called Sears again and said I need someone out because my furnace no longer worked and it was winter in Illinois. They told me the earliest they could come was Saturday (it was Wednesday morning). I said that was not acceptable and I had a service agreement with them and I could not be without heat for 3 days. They said that was all they could do. Anyway, I ended calling in a heater person to fix it.

So why do I pay hundreds of dollars a year to have my furnace checked once a year? I had a similar incident with the air conditioner, it did not work after the install (new from Sears). I could not get them to come out (they argued that it was warranty versus service) and would cancel the appointments without even calling. My brother-in-law came and found it was a hook up problem which he fixed. I left that go as a mishap, but now I am thinking they have no emergency service or think they should do it.

And I called their customer service and they told me they should have expedited it to their emergency department and said they were sorry, never asked my name or anything to research the problem, or go back to the person on the original call to better train them. Another customer service person said they would try to expedite the appointment but found there was none sooner, so I’d go 3 days without heat, wrong. Unbelievable bad service and I pay for this. Never again. I paid money to have my furnace fixed versus getting the service from Sears which I already paid for.

After the most terrible customer service ever, I requested the order to be cancelled. I never received any confirmation. After I was told that it would take 3 - 5 days, I called back. They again said they would cancel the order on January 8. They tried to cancel it again on the 10th. I spoke to them today, January 15, and they informed me that every time someone processes a new cancellation request, it sends me down to the bottom of the queue. I cannot get this order cancelled or refunded.

Sears tells me the machine is not worth any more time or money and cannot be fixed. The cost of this machine was over $1100 and it is only 8 years old. In addition to the $1100 we have spent about $800 in service calls, plus insurance now to cover service calls for a machine that just won't work properly. It floods frequently and has ruined my floor and the ceiling below it. It sits in my utility room with a basement stairway underneath. We have had to pull out all the ceiling underneath and replace it, but we are still getting water! This machine has been nothing but a nightmare for the 8 years I have owned it. Years ago, a washing machine could and would last 15 to 20 years. We are a family of only two adults so we do not overuse this machine! Yet, it is horrible and has cost me a great deal of money just to get clean clothes.

"I have a Kenmore washer 41743142300 that I purchased from Sears. It has been making loud noises and leaking. A technician came out today looked at it said it needed repairs totaling $557. Foolishly I made an appointment to repair and paid for them. I just now looked online and learned that this is an ongoing problem with this machine and that Sears is well aware due to the numerous complaints. In fact there is a video that describes in detail the problem with this machine. Please cancel my repair scheduled for next Wed 1/20 and credit me the amount I prepaid for repairs. I will buy a new washing machine but not from Sears."

To be aware of a problem yet trick consumers by not informing them that this is an ongoing issue when they repeatedly call about these machines is deceitful. I am filing a complaint with Consumer affairs today. Furthermore I won't pay for the repairman who came today since he came to address a problem Sears is fully aware of. I am hoping you can launch some sort of investigation into this issue so more people aren't affected by this scam.

After getting very upset, my husband tried calling the customer service department. He got tired of waiting for a supervisor and hung up. I called, after waiting 20 minutes, I hung up. I called again thinking if I could get a hold of the same person who put me on hold, I could talk to a supervisor without being put on hold again. I waited 10 minutes on hold before a supervisor came on to say "sorry, I can't do anything for you". I asked her what good is a supervisor for if she's not going to do anything? What good is a customer service personnel handing me off to her if all I was going to get was sorry? After asking her the question again, I was told I was rude. I told her, "no, rude is cancelling an appointment after it was made 2 weeks in advance".

My question is: Does Sears really need supervisors? Sears, save yourself some money. Get rid of your supervisors and spend the money on getting good, reliable help. Now, there's a concept. Sears, you will not be getting my business anymore. I'm cutting up my charge card. We then received a (local) phone call on why we didn't want to reschedule. I asked if we could speak to someone to voice our disapproval and received a claim #**.

We then went online to sears.com and spoke to someone who then set up another service appointment for 1/11 and when we called the morning of 1/11 to confirm this appointment. We told them, we needed someone here after 11:30. I arrived home at 10:45 only to find that the tech was here at 9:30. They left a message on my machine telling me someone would contact me and perhaps they would set up another appointment. By 2 in the afternoon, no one had called back and I took it upon myself to once again call them and was told that they were to busy and could not come back to my home today.

I know have nowhere else to turn and have a $500.00 dryer that does not work and never worked, sitting in my basement. I need to know how to proceed. Help.

Early this morning, approximately 9:30, 9 January 2010, the day that had been scheduled and confirmed by your representative, we were told that the computer had made a mistake, and you did not have any repairmen working on Saturday. We were further told the earliest we could have our unit checked out would be on Tuesday, 12 January 2010, between the hours of 8:00 - 12:00. Needless to say, this was very disturbing to both my wife and I. We had made arrangements to meet with the repairman and all other plans for Saturday, 9 January 2010 had been cancelled.

I made several calls to the numbers listed for Sears Home repair only to get answering machines. Finally, after several attempts I came across a number that offered me Customer Service for your organization. The number I called and spoke with a real person was 1-800-469-4663. This also prove to be a waste of time because the person answering the phone in Customer Service, after hearing an explanation of my problem placed me on hold and never returned to the phone. I would very much appreciate hearing from someone in their organization, explaining if this is their standard procedure or if there is someone that can possible assures us that this will not happen again.

They also informed me that my bill needed to be paid in full in May or I would have to pay an additional $500.00. I explained to them that I was unable to pay anything on the bill because I didn't receive a bill. I also told them I tried numerous of times to contact someone from the number located on the contract but I received no response. The representative from Sears tried to contact CitiBank (Credit Company) to see if they could adjust the due date I needed to pay the bill in full. CitiBank said no and they were sorry for the inconvenience but my contract said the bill needed to be paid in 12 months. Again I explained to Sears and CitiBank that I could not make payments if I didn't have a valid phone number, account, and bill to pay them with. I also was not notified that I would have to pay an additional $500.00 if the bill was not paid off in May 2010. I am unsure why I would be charged $500.00 because on my contract it says No Interest for 12 months.

This is clearly a product defect and no refrigerator should be this troublesome especially in the first 5 years. Additionally, I had purchased a camera from Sears, a pocket type digital camera and when at the counter, the salesperson asked would I like to purchase an extended warranty for this camera. At no point did she say the viewing screen was not covered! One day, while it was in my top pocket, I believe the heat got to it and the screen became damaged. I took it to Sears and got a flat no as to my warranty. Tell me, what remaining parts are covered that tend to go bad? The camera was 3 months old! Poor business practices for a chain that used to want your business.

Then on my next call, I was told the part ordered has been delayed and they did not know when I could expect and they would call me in 24-48 hours. No call. My next call, I was told I received the part. I did not. I spoke to a supervisor and they were trying to find out if in fact the TV was fixable or not or what happened to the part.

One of the technicians asked why they had not replaced the TV, I asked them that and I received a jumble of excuses. This TV is still under a 1-year manufacturer's warranty and I also purchased a 3-year in-home master protection agreement. I am furious and don't know who to ask for advice so I hope you can help me. The TV is barely watchable. All the colors run together

I was angry and tempted to cancel the order but Sears already had my money. And my dad really needed a freezer so I rescheduled for Dec. 23. This time, not only did they confirm the appointment the night before with him, I personally called the delivery number to confirm. I explained the frustration from the previous delivery date and was assured his freezer would be delivered as promised. They never showed up.

I started calling at 4:00 pm and after several hours and many telephone calls, I was told that the delivery would not be made that day. In fact, the item had accidentally been left off the truck. I repeatedly asked during these calls to speak to a supervisor and was put on eternal hold. I never spoke to a supervisor. I was ultimately given the number for the main supervisor of deliveries. It turned out to be the personal number for Ms. Pilar **. She took time out at her home to listen to me and try to make arrangements for a Christmas evening delivery. She was not successful, but did arrange for a Dec. 26 delivery. That delivery arrived two hours late, but we were kept informed of the delays and reassured that it would be forthcoming.

At 98, we are not sure my dad will be with us next Christmas. There are few things that a gentleman this age needs and wants so when there is a special item he wants, I try very hard to see that he has it. He waited patiently for two days, all day anticipating his Christmas present only to be deprived of that joy by Sears delivery people. I have emailed customer service who refuse to send a letter of apology to this gentleman. That was actually the only thing I asked of them. The telephone people were rude, uncaring, and absolutely determined that I would not speak to a supervisor, if they even have one. I will never purchase anything from Sears again.

I was shocked when the girl started yelling at me that they were not going to reimburse me for the service call; at which time, I yelled back that I never asked to be reimbursed. I wanted to complain about being lied to. Then she hung up on me. I called right back and a very nice young man forwarded me to someone else who said they were at a corporate number, listened, said they would send me a $25 gift certificate and opened a repair complaint. Two days ago (Tuesday) I got a call from someone, who mumbled so terribly we could hardly understand him, asking if we had received the part yet. I told him no, but someone was supposed to be here Thursday to install it. He assured me the part would be there to have it happen.

It is now Thursday. No part and no call from the repairman. I called Sears and was told that, "Oops, its not there?" So I will have to wait until it does get to me and then call to reschedule for the first opening they have. I am now not just irritated, but mad. Company, the holidays, no clean clothes left, no promised CCU unit and no communication from Sears. I called customer service again, talked to a very nice woman named Yadira who gave me another number to call because all she could do was write up the complaint. I wanted some accountability. I then talked to a Denise, who pointed out that I shouldn't interrupt her, let her finish what she was saying about how I didn't have the extended warranty, so she couldn't do anything for me (no kidding, except that I had already paid for the service call and part so an extended warranty was moot), yet would interrupt me and give me a snotty "You're right" when I called her on it.

She didn't like it when I answered her question about what I expected to have done for me - that "Nothing can be done. Basically, I'm screwed" and said she was going to put me on hold because I was upset. About a minute later, she got on again and the conversation went nowhere after that. I may have been mad, but I was very careful to not raise my voice or yell. I did let them know in my tone that I wasn't happy. Their customer service reps must get a lot of calls because they start out the day and the calls with bad attitudes. My next steps will be to send a copy of this (with more information) to the corporate office, along with our cut up store card, and a picture of the back of my car with a sign on it about why I have a problem with Sears. I will give the gift certificate away making sure it is used, but not by me.

While on hold, I checked Sears.com and found the item was still listed as In Stock for Delivery. I explained this to the manager. I also questioned why my account was charged for an item that was cancelled. She explained that it is Sears policy to charge for items as they are ordered, and that individual stores in local areas then fill the order. She stated the order was cancelled on the 20th and that it would take 3 to 5 business days from the 20th for my account to be reimbursed. Today is the 30th. I have yet to receive my reimbursement. It is very unfair for Sears to collect payment, cancel my order without notifying me, collect interest on my money, and perhaps the most aggravating, I checked online again today, and the Disney Toy Story Sleeping Bag is still listed as In Stock for Delivery.

I know this won't happen but talking with two different customer service people, they will not replace my blower for a different one and will not even pay for the service work. All they would say is we have a 30-day warranty. I explained this was an ongoing problem from day one and that the warranty should be covered due to that fact but they would only say 30-day warranty. I have lost a lot of respect for Sears as I thought there would be more consideration for their customers. I do not think I am being unreasonable. I have a bad back. This is why I bought a snow blower for me to pay $2,100 for this luxury was a big decision for me.

The tech came on 12/11/09 and determined the parts were under warranty. I paid him by credit card for the $129 + tax. He emergency ordered the parts and said that they should arrive at my home on approximately 12/15/09. He also scheduled for repair on 12/18/09 pending parts delivery. On 12/16/09, Sears called to verify parts delivery for repair on Friday, 12/18/09. I told them I didn't receive any parts. I asked if they could be tracked and he said he wasn't able to that and that someone would contact me in 24 hours. I called Sears the next day at noon to find out the status of parts. I was told 1 of the 3 parts was now on back ordered from the manufacturer (Whirlpool) and the earliest ship date was 12/24/09 (huh?). I continued to check on the parts status but no change.

On 12/28/09, I called Sears customer service to track parts. Now, I was told they didn't know when the parts were going to ship. I must have talked to 15 different people and no one could give me an answer. On 12/29/09, I went online to Sears parts direct and found all parts needed in stock. I called the phone # and asked if parts were available. The person told me yes and they could be delivered to my home by 12/31/09. Of course, this would cost me over $1,000. I immediately called Sears to tell them what I had found out and that I had been lied to and was going to file a complaint with Consumer Affairs. The person told me someone would call within 24 hours which is what I've been told over and over. As of this letter, 12/30/09, Sears has not contacted me.

The next 2 times that I called, the representative told me that they were sorry and it was shipped and she was taking off the shipping fee for the inconvenience. I called yesterday and the rep told me that it has not been shipped yet and the order is still processing. I told her that I was very frustrated and would like to cancel my order. I could have gone to the store and bought it by now. They told me that I could not cancel and that the manager was too busy to talk to me. I would have to wait another 48 hours until someone could call me back. I want my money returned and the order cancelled.

I checked 4 stores in my area and they all have the air purifier in stock! This website is fraudulent. I order online from other sites and always receive the product in 1 or 2 days.The total purchase was $170.14 . I have checked again before I wrote this e-mail and the order still has not been processed. I want the money returned to my account so I can go to the store and purchase the Christmas gift for my brother which is now 5 days late.

I waited the entire day and no one showed up. The next day, I received a call from a customer service representative who set up another appointment for 12/19/2009 and again the technician did not show up. Over a period of a few days, I spoke to several individuals at Sears and was eventually given another appointment for 12/23/2009. I received 2 phone calls on the day of this last appointment, confirming the appointment and assuring me that the technician would be there. The technician never showed up.

The next day, I was contacted in an attempt to schedule another appointment for 01/06/10. I expressed that this was unacceptable and that I had been inconvenienced enough by Sears and I wanted someone in my home asap. The representative assured me that she was going to contact dispatch and get me a priority and she would call me back within the hour. This occurred on 12/24/2009. It is now 12/28/2009 and the only call I have received was from a scheduling agent trying to set me up for 01/07/10.

Be prepared to be on hold for 30-40 minutes at a time while waiting to speak to a real person. This is no longer an efficient or customer friendly company. I, unfortunately, just purchased a new refrigerator from them (October). I have put in several service calls. When the servicemen come, they usually fix the problem, are polite and helpful. Although, they try to be politically correct, they too don't have respect for customer service department. I will never purchase another appliance from Sears. (I am now stuck with a multi-year service agreement). It is too bad that companies do not factor in the lost revenue from unhappy clients when making the outsourcing decision. You may pay your staff less, but how many clients are you losing?

At 4PM, my wife called and they said the repairman would call us. At 5:00PM, after not having received a call, my wife called again. They told us again that the repairman would call. At 6:00, we called again and were told they had no record of our previous calls and that the repair office was closed. They couldn't get a hold of the repairman.

I called last night and I was told the office that I needed to be transferred to. I was to call back at 8 a.m. so when I got to work, I did just that. I was told again that I needed to call back; the office was closed. Around 1:15, I called again customer service. First, they told me that it was not their problem and I needed to contact the store. After telling this person that this was my 3rd call and this needed to be fixed and the store was not the one who gave me the price and the repair facility in Dallas did because that was where the chainsaw was shipped to, she transferred me to Sears Credit Card services to file a complaint.

I did not use my Sears CC. I hung up and called back again and now I was sent to the billing department. The man who assisted me in that department informed me that they have a $50 play room for the fee to be higher and there was nothing I could do. I was told $118.72 and it cost me $147.02, that was only $28.30 and that was under $50. I told him just what I said before, that I would not have authorized the charges. I was never told anything about the $50 difference play room for charges and I did not agree with it at all. I explained that I grew up going to Sears with my grandparents and if they were alive today, they would do just what I am doing and that's never stepping another foot into Sears.

The first gentleman I spoke with said he could do nothing for me. I then asked to speak to someone else and he put me through to the Sales Department. I spoke with Don ** who also said he could not help me out. I asked to speak to his supervisor. He put me through to Sandra who said all she could do was to give me the standard rate pricing of $129 which would only save me $35. She told me that I should have purchased the warranty.

I am very unhappy with this service and will never purchase another Sears product again. I didn't expect to get it done for free but I did expect a better labor discount than $35 on a two-year-old product. Maybe I'm wrong but to me, a motor breaking down in two years seems like a faulty product. I've had better service relations with car dealerships than I just had with Sears.

On my way out of the store, I stopped by another cashier and asked to see the store manager. She asked why and when I explained what had just happened, she said that was not the company's policy and she would make the exchange for me. The only thing she needed was to see my I.D. I did not want to wait in a long line so I returned to the original salesgirl and explained to her that her information was incorrect and told her that I had spoken to someone who had been at the store for several years. She then agreed to take my I.D. and rang up the transaction and completed the sale. This was a very trying experience for me and I hope this does not happen to anyone else. I was extremely dissatisfied with the way I was treated.

I took my merchandise, went back to my mother's home, found the correct ticket and went back to the store. I again asked for her at the counter and when she arrived, I told her to take the devices off since I now had the ticket. I was so mad that in a loud tone of voice I told her to check the articles one by one on the ticket because she just took a quick glance at it and did not really check and I looked at the crowd in line and said, "Yes, she treated me as a crook before." She responded that those were too strong words to say, that she was only doing her job which she knows how to do and well. If Ms. ** really knew how to do her job well, she wouldn't have spoken in a loud tone over the phone. Hope someone there sends this lady to take an updated course on human relations so she can learn how not to offend your customers in public. Please attach this note to her personal file.

We went to Sears to return the treadmill. Sears said that since we did not receive the treadmill and bring it back that they could not give us our cash back, and we would have to wait for 7-10 business days for a check for the amount that we paid in cash; and the amount we paid in credit would be credited to my mother's card. We paid the store for a service in cash but had to wait for the clearing house to send us a check. The manager gave me the store manager’s name and phone number (Jim **). He was either busy or unavailable for almost 2 weeks.

When I finally spoke with him (December 19), he said that he would investigate and call me in an hour. I did not get a call back. I called back on December 20. He informed me that since I did not receive the goods that another company cut me a check, and I would receive it within 10 business days of the cancellation. Of course, 10 business days had already past. If I pay Sears for a service in cash, Sears should pay me back. They are the Sears that stole Christmas.

After talking to numerous people again, I had to fax the receipt to a girl for input. Sears Service is everywhere, including reps from overseas. The first girl could not speak good English and found it difficult to understand the situation I was in. I missed Thanksgiving - I could not cook! By the way, no one cared or seemingly expressed concern. The tech finally came and ordered parts to the tune of 700 dollars. He came the next week to input the parts and we thought all was well.

It is December 19th and while baking cookies for the Christmas Holiday, the stove went out again. I called service and was told they could come out Tuesday. I asked if they could overnight the part, because this now means I lose Christmas too!

The stove is not cheap (1500 dollars) and I expect 700 dollars worth of parts to work! The girl told me she would try and see if they could overnight at the parts depot, hold on. Guess what? She disconnected me. By the way, this happened continually during my numerous conversations. I was also told that they could deliver a stove for me to use for Christmas. That's nice but where should I put it? I don't have room and an extra gas line!

I cannot tolerate this type of service from Sears. There is no customer service that shows concern. I paid over 300 dollars for a service agreement that seems to be difficult to fulfill. I know they can overnight parts, as it is their fault quality was not up to standard. I refuse to go another holiday without being able to cook. I cannot tolerate being disconnected continually and I want my stove fixed before Christmas or replaced.

I went to my car, went down the street to Best Buy and purchased a $439 video camera. They had very good customer service. I guess that's where I'll be shopping for Christmas presents now. I have been a loyal Sears customer since 1973, but she really crossed the line. Thanks to her, you have lost a customer, and word of mouth is the best advertisement you can have.

2) How do they get away with using unqualified labor for something like this in the first place?

So I re-scheduled. He came the next week but did not have the part. So I scheduled him to come the following week (12-18-09). I just received a call saying he had a family emergency (which I completely understand) and that my appointment had been moved to 12-29-09. I called to complain and while they apologized repeatedly, no one actually did anything to help. They did put me on hold for 10 minutes or so on the pretense of helping, but in the end, an apology was all I got. Apparently, the entire Sears repair organization hinges on this one repairman and if he's out, there will be no repairs. Of the three different people I talked to to try to get another repairman out to fix my new dryer, no one could actually help. They are very good at apologizing though so apparently their customer service is always this bad. Had I bought my appliances from a local dealer instead of Sears (who subs out their repairs to A&E), I certainly would have gotten better service, but not a better apology. Sears is pretty good at apologizing. It's what they give you in lieu of actual customer service.

For the last month, I have been on the phone complaining and each time I get a different phone number to call or they never get back to me. Last week, I called the latest number I was given and I received a case number. I was told I should be hearing something within the week. It's been nearly two weeks and I called back since no one called me. The rep told me they had no record of my complaint and they don't issue case numbers, but she would leave a message with the manager who will call me back tomorrow morning. Sure. I will never buy another Sears product again. It pisses me off that so many long established retail stores where I got far superior service have gone under and this company is still around.

I then ordered another new dishwasher through a Sears manager, Gazelle, after my complaint as I needed it before Thanksgiving. Well, Gazelle failed to order the dishwasher. In the meantime, I needed a dishwasher. Darlene, another manager at Sears, told me to use the old one, so I had no choice. We were stuck with this used dishwasher, because I was hosting Thanksgiving. My husband had to install the used dishwasher which took him 4 hours to do. The dishwasher Sears said was normal to be wet and mildew inside doesn't even dry after each wash. What a joke! I know this dishwasher was used and Sears is lying about it.

The inconvenienced Sears has caused us as customers has been just ridiculous and horrible! I wrote many, many email complaints to the corporate office and never once a response from Sears but when I called to complain again, the notes had said district has sided with Mr **, the general manager. I would like to return my range as well, as it doesn't heat correctly and the rubber pieces are always falling off every time I clean the grates. I do not have faith in Sears to fix my appliances and I will never shop there again. I am now waiting for a response from Sears to pick up the used dishwasher, but from experience from Sears, they love to play games with their customers.

As a 62-year old woman, I remember when Sears was a trusted and reliable company. No longer is that true and, literally, millions of families have learned that Sears is no longer the bulwark it was once. The below account is true, and needs to be resolved. Customer service is not doing its job. There is no account manager. There is no one to go to who oversees this customer service department. Sears has become a sham, which is a sad shame to someone like me who depended on Sears as a reputable company for decades. To bounce back Sears, you must deal with the consumers. You cannot leave us out in the cold. It is not about making money for Sears, it is about pleasing consumers because without consumers who have good service, you have no business. It is that simple.

Here is the situation: This consumer (name withheld from publication), a college student in Silicon Valley, ordered items from Sears online on November 12, 2009. It is now December 15th, and still no progress. This young lady has contacted Customer Relations numerous times during the more than a month, now. This is the order number: **. It is a simple order. Yet, it appears that the items have been drop-shipped. One of the items was from a Sofia ** of Torrance, California. This consumer is bilingual. Must she contact Ms. ** in Spanish, herself, to clarify the problem for just one of the items? In addition, this consumer is being charged, which may well end up as part of a class action suit, because Sears has hurt many thousands of people with its deficient policies. Now, this should be easy to resolve. Why has it taken over a month? There is an order number, there are the items, they should be shipped, and then the consumer is charged for those shipped and received items. Yet, this simple delivery did not happen.

This should not be a problem that must be taken to court. It is ridiculous. I do believe that CEOs forget that first and foremost it is the consumer who makes or breaks the company, it is not the managers, shareholders and corporate offices. Somehow that logical equation has been lost. This consumer is not, by far, the only unhappy and angry customer. There are thousands of others. I, in fact, will no longer purchase from there because I was looking for some big item appliances I have heard too many stories of the deficiencies of delivery, installation and correctly functioning machinery. There was a time that women, families, men and children looked to Sears as a pillar of good marketing that is no longer true. Please check this one order. It is not a long one. It can be done; however, currently it is done incorrectly, wrong, and has created hardship. This is wrong. It is one simple order. Customer order: **.

Please don't suggest customer service again, as there has been no service to the customer. That is your problem at Sears. Customer service involves not only your clerks in the stores, but all those people with whom you contract out, installation people, delivery people, repair people, and the list goes on and on. Those are customer service people. It is what runs a company. Without decent customer service, you have no company. I do not know why this is such a stumbling block for many companies. It is such a simple equation. Customer service is the buffer between the problems that occur with customers and the company without them, the company becomes, like Sears has, tarnished, unbelievable, not trusted, and people simply quit returning.

In your statement to shareholders you said, "We have taken steps to help our vendors, investors and the media understand our strong financial condition and our significant credit availability. This has helped in most cases to calm concerns driven by negative, damaging, and often unsubstantiated rumors about our company." Who did you left out were the most important people to your business: your customers. There is no money without customers. Thank you for your consideration in this matter. I have no idea why something so simple has become so complicated. Unfortunately, I am aware that this is not an unusual situation. What is unusual is that a formerly very reliable company has now become untrustworthy. That is definitely not something you want.

I understand that there has been a lack of retail experience prior to those in management taking over. That is a shame. However, pretend you are a customer and your items for loved ones at Christmas which were ordered six weeks in advance have never been received, are lost, have been delivered in the wrong sizes, or not delivered at all. And the only explanation you receive is that you, the customer, is liable not the corporation. That is a huge mistake. Customer service is what drives a company. Think of times when you did not receive good customer service, how does that reflect on the company you were doing business with? Of course, it impacts your feelings. All you're asking for is to purchase (with money), an item(s) and then you are turned on. Would you go back to a situation where you are humiliated, ignored, treated badly, and no one tries to fix it? Of course not. You go someplace else that has the same or similar product.

I hope that you will take into consideration the above situation and have it quickly resolved. From your office, it should be no problem. You are the boss. And please put your customer service and outsourced contractors in alignment. Customer service cannot do its job properly if the contractors are not doing their job properly. It is like a set of dominoes tumbling down. The weakest link. Thank you for your consideration in this matter, and your efforts to resolve this issue.

In 2006, Sears sent us bogus protection plans that we never ordered or paid for, but we are being held to an arbitration clause in them. On Dec. 24, 2007, a Sears tech was at our home and ordered parts. When parts came, it took the tech three months to come back and when he arrived, he claimed they were the wrong parts and left. No new parts have ever been ordered and Sears will not send anyone out to our house since. My husband and I are both disabled and have had numerous aggravated health problems, including arthritis and COPD, due to lack of heat and air conditioning.

I immediately wrote to the customer service and told them that I "obviously" could not use the accessories then. I also explained that I did not retain the used up gift card. The next day, I received a notice that they did not open my email because it had a 16-digit number on it, and it might be a credit card number. So for my safety, it could not be opened. I thoroughly rechecked the email and there were no 16-digit numbers except their numbers. So, I re-sent it. Yet, again, I received the same message. This time I completely took off their numbers and re-sent it.

Now, I received a notice stating that it is too late to cancel the order, that I was to refuse the package when it arrived. It also told me that I would be responsible for all the shipping and handling charges. By the way, they are graciously sending me a new gift card in the mail. I will never shop at Sears, Kmart, or any of their other sister companies again. No wonder Sears has been doing so poorly.

I then asked to speak to someone with more authority thinking that they could provide me with more assurance that my order would arrive in time for Christmas... Silly me! All he could tell me after all this time, is that the item was a back order item - SURPRISE to me... The whole experience has been a total waste of time, very upsetting and NO resolution in sight. I would never recommend anyone to order anything from Sears the "worry some shopping". What a joke. The outcome for me is this per your customer service. If my order doesn't get here in time. To cancel the order get my Sears card credited and get the item somewhere else. Thanks a lot Sears! As if the item is just laying around the stores 5 days before Christmas. Thanks A lot!

Well, isn't it your job to check and make sure you did your job correctly? That night, we were watching the TV and the same problem happened. We called and stayed on the line for an hour and they set up another appointment for 12-2. Mind you, this was already 3 days off work to wait for the techs to come out. They came out and said that it is the display panel so they in return had to order another part. We got a confirmation call on 12-9 to confirm our appointment and said the part was ordered and being delivered, to call them if it wasn't received.

Well, we didn't get it and our appointment is tomorrow, 12-11, so we called them back and the lady was completely rude said that we never had an appointment set up and the part was just ordered yesterday and it was being sent to the technician's location not our home as advised before one day ago. The lady told my husband he was wrong, called him a liar, so to say, and of course nothing was resolved. The rep was more interested in arguing than diffusing a complaint.

All we are requesting is a new TV, same make and model or comparable. They are refusing to handle the situation and also refused to place a manager on the phone after requesting we speak to one 3 times. This company is totally unprofessional and very rude. What I can't understand is why pay for expensive parts and service instead of replacing the TV because of the serious issues we had with it? And, it was less than a year old.

I called and spoke (11/21/09) to Dawn (the store manager) and she apologized and said she was too busy to get my disk done correctly that day, but I could come pick it up on Monday. I told her I didn't want to drive all the way back to SLC; I would pick it up when I picked up my free 10 x 13 (we had a coupon for that) which we were told would be ready by 12/6/09.

On December 4th, I called Sears to see if my picture may have come in early and my disk was ready for pick up. The woman I spoke to told me there was no disk, but she would call Dawn and it would be ready to go for my arrival. I explained to her that the photos had not been cropped and she assured me she would take care of it and get them ready for me. She pulled up my sitting and told me she saw that they were not cropped and she would get working on them. I went to pick up my 10 x13 and my disk.

To my dismay, I loaded up the disk at home and they were the same raw photos. I called Dawn and told her about the problem and she again apologized all over herself and that her employee told her it was done correctly. She wanted me to drive in and get a new CD. She assured me she would take care of it herself (though she is the one that did the 1st disk to begin with). I asked if she would be willing to mail me the disk, so I wouldn't have to drive back into SLC. She said she could do that, but it wouldn't go out until the 5th because she was too busy to get it done that day. I advised her I would like some compensation for the issue and she proceeded to tell me about how horrible her week had been, and refused compensation, by changing the subject.

After I got off the phone with Dawn on 12/4/09, I called 1-888-portraits and asked for compensation and the lady (didn't get her name) on the phone said she could only give me 20% off, though she had quoted me lower than that, but went to 20% when I told her that the first option was unacceptable. I asked for a 50% discount and she said there was no way she could do that, 20% was the best she could do. I told her that the 20% was not acceptable, but I would take it for now and call the store manager again to see what she could do.

The following dates are estimates as I was on the phone with several people:

On December 7th, I called Dawn and asked if she had gotten the CD out and she said no, she was waiting to see if I was going to come pick it up. I told her I was not and told her that on the 4th. She said she would FedEx the CD and I would get it by Tuesday or Wednesday at the latest.

On December 8th I called and asked for the FedEx tracking number, because it is a one day turnaround. Audralyn answered the phone and told me she would have to call Dawn and have her call me back with the tracking number. Never heard from Dawn.

On December 9th I called and left a message for Dawn that I was going to request a full refund of the purchase price because we had not received the disk that we bought. I also asked her to call me back with the FedEx tracking number, never heard from her.

On December 9th, I called the 1-888-portraits phone number and spoke with Dorothy. She was very sympathetic and advised me that she would verify with Dawn that the disk did go in the mail. I requested a 100% full refund and told them to keep the disk. I didn't want it anymore. She proceeded to tell me that she had to see if the disk was mailed out and she would call me back. She did call back and assured me that the disk was mailed out on Monday, but she could not verify a FedEx tracking number. She advised me she would send out an apology letter with some additional prints. I told her I wanted a refund and she said she couldn't issue a refund because the disk was in the mail. I advised her that I would refuse the package so that I could get the refund. I asked her what would happen if I ended up getting a 3rd disk that was not the correct disk. She said, "I have made notes in your account that if you do not receive the disk by tomorrow that," we could call in and get a 100% refund.

On December 10th, still no disk! I called Dawn to get the FedEx tracking number. She was not in the store. Audralyn said she would call her at home and call me right back. She was aware of the situation. She never called back. My husband called and spoke to 1-888-portraits (manager Danielle) to request 100% refund and she advised they could only give a 30% discount. My husband argued with her and said that we were told just yesterday that we could get 100% refund. She said she saw that in the notes, but they aren't authorized to do that. He then proceeded to tell her that they can't give a 30% discount on something we don't even have.

Giving us a discount of 30% on merchandise that we do not have in our possession is crazy. He asked for a manager above her and she gave him the district manager's name and number. My husband and I both left a voice mail for her, asking her to call us back because of an urgent matter. She has not returned our phone calls. So basically we do not have the product that we purchased on November 21st and Sears is stealing our money and we want it back.

Finally, an assistant researched and found that my vacuum did not even leave the store until 12/8 and wouldn't be back until 12/17 (their shuttle only runs once a week). So, false advertising? Funny, the previous guy told me it had already been diagnosed and was awaiting a part. No one offered anything to help me. Basically, they all but told me, "We've screwed you and there is nothing you can do about it." I asked for a district manager's phone #, but was told "We don't have that." They gave me the customer relation #, which we all know, is worthless. If your village is missing an idiot, check Sears. I'm sure you'll find them!

I spoke to multiple people that could not help me. They lack professional skills, customer skills and poor quality service. No managers are there to speak to. They have no one of authority to speak to. I canceled my agreement because of the no calls, no shows, unprofessionalism and poor quality of service. They refunded me a portion stating I have to pay for a filter that I did request. This is their way of getting money from the customers by doing a service they did request. My dryer still does not work and yet I paid for an item that I did not want.

I was told by Theresa (Customer Solutions) that it's my fault my dryer does not work, "you should have kept making appointments until the technician shows up." I was appalled that she stated this. I asked her, "you are representing Sears in this manner?" She said yes and hung up. She was belligerent, rude, unprofessional and lacks customer skills. She stated before hanging that although I did not request a changed filter, I should have told the technician that. I told her evidently she was not listening. I had a friend, a relative on all four occasions waiting for the technician while I was at work.

So therefore, it was someone else there when the tech finally showed. She said, "Well that is your fault; you should have been there." I asked her, "Aren't your techs supposed to give it a test run before leaving to make sure it works?" She said, "No, they don't." I am now out of a working dryer and $50.14.

Shame on you, Sears! I would never imagine in a million years when someone referred me to them. Never again. I am submitting a certified letter to corporate because they should know who is representing them, a company of this stature. Theresa in Customer Solutions was the worse of them all. I did not call irate, using obscene words. I was more professional than they were because I have worked with customers in the corporate world and under no circumstances do you conduct yourself in this manner .

The lovely Sears associate told me it was out of warranty, nothing they could do, but she would be happy to assist me in buying a new one! I later called KitchenAid and they have been doing their best to help me get this replaced with no help from Sears. I called Sears multiple times for various reasons during this period with absolutely no cooperation at all. They all need to take lessons from KitchenAid, or others who value their customers! I will not buy anything else from Sears, and I will be very vocal about this to make sure others know, too.

I went back and chose the smallest size available, and they still came up $32.99! I cancelled my entire order, as I couldn't help but wonder what else was misrepresented. I have made screen shot printouts of the discussion, as well as copies of the page with the sales price and item description, also. On their discussion board at the website, others have made similar complaints with the false advertising. Pretty disappointing sales tactics, especially because my family and I shop there regularly, up to now. This is like the car dealers advertising one car at a sale price to get you in there. Someone needs to check on this, especially with all the holiday sales they are advertising.

The service center was really nice. We told him we just wanted to exchange it. He took it and gave us a ticket to take to the front. When we went to the front, they looked up our purchase (20 min) and told us it had been over 90 days and we had to call the Purchase Protection Policy people. We told them we did not have the receipt; we were not told we needed it. The in-store people told us we didn't need it. So, content that this would be resolved, we left. I called on the way home and the gentleman on the phone was kind enough to tell me what the associates hadn't, that I needed to get my microwave back from the service center or there was no way they could help me. Thank God someone was looking out for us. I had to search for an associate for about 10 minutes before I found one. He took me through the back and got my item. We called the policy people again while we were in the store and the lady on the phone told us we needed a receipt.

Sears has all our information: our name, phone number, and date we bought it and how much we paid for it! She told us we had to take our ticket and mail it to the Claims center, that would mail us another ticket that we had to take to the store and fill out and mail back to them again so they could mail us a freaking gift card, so we could buy another microwave, which they could have replaced in the store and saved the postage. I had talked to multiple people on the phone at this point and this was one of the last calls. My husband was so mad he left the store and went to the car. I confronted the salesman who kept assuring me that everything about that policy was easy and not to worry. I was so angry at this point I was in tears. He finally focused on my situation after I started asking him what is the point of paying $10 for a protection policy if you can't even use it, in front of the entire store.

The man finally took me to the computer and got on the phone with the Protection Service himself and amazingly was able to find and give all our information to the representative on the phone. After another 10 to 15 minutes on the phone, we are totaling almost 2 hours being in Sears. She got my email and has emailed me a pre-paid UPS label and told me I had to cut 6 inches of my microwave's cord including the plug and send it via UPS to the Claims department, so they can process it and send me a gift card in, including my mailing the UPS cord 3 weeks to a month.

Denise had called back Nov. 2 and 3 to tell me that Sears would honor my request. From Nov. 3, 2009 to Nov. 10, 2009, I was trying to reach Denise to find out more information and there were no calls returned. I had spoken to Dean **, Head of Parts/Service and he had contacted Carol (from Sears) to return my call. When Carol contacted me on Nov. 13, 2009, she told me that they would not support their competitors and I could take the offer or leave it. I was not happy with this decision because I was then forced to purchase another machine through Sears only to redeem some of my losses.

I found a sale on a treadmill and purchased this on Nov. 14, 2009 through Jim, Sales Dept. (Sears). He agreed that there would be no charge for picking up the old treadmill and it would be done at the same time as the delivery of the new one. On Nov. 20, 2009, the new treadmill was delivered. However, the delivery personnel refused to take the old machine. After calling Jim at Sears, he told me that he would personally pick up the treadmill after he finished work on Nov. 21 and when he came to pick up the machine, he informed me that the treadmill I had ordered was not the one I had received. Again, I was disappointed. On Dec. 2, 2009, a truck appeared at our house at 9:00 p.m. without notice to pick up the old treadmill. The delivery personnel pressured my daughter to sign, which she was totally uncomfortable with and had no knowledge to any of this. This experience was a total nightmare and very unprofessional!

Now I am two weeks without being able to do laundry. I talked to reps and managers, and they refused to refund my money, and said I had to wait until the next available appointment. I talked to a senior in executive customer care - no apology, but he offered to get someone out a day sooner than quoted before. I waited all day that day, but no one came. I called but reps refused initially to connect me with a supervisor and said they did not have the number to executive customer care. Finally, I got through and spoke with a rep. The rep said there's no record of moving the date to that. Worst service ever.

However, when I finally got someone to answer my call at 4:11 a.m., I was rudely told that I could not order a doorbuster item over the phone from the store, and that I had to be there in person. I tried to explain that due to my medical condition, I could not camp out. I was then told there was no reason for me to go there b/c they were already sold out of the doorbuster item and the person immediately hung up the phone on me. This is total discrimination against those who cannot physically wait in line outside at midnight and then race into the store to receive, at the most, 4 quantities of an item on sale.

When I called Sears Holding Corporation twice trying to speak with Bruce Johnson, I ended up getting a Customer Relations rep instead and asked to speak to their manager (I spoke with Depeche **), who had no sympathy or empathy, and then called back and spoke with Collin who said I could not have my complaint transferred away from Depeche, even though he did not take my complaint seriously. I told them that I felt this practice of doorbuster items in person was not in compliance with the ADA. I also told them they had inconsistent pricing/ad policies because certain people knew you could buy the doorbuster items online the day before Black Friday, but when I called customer service that day (Thanksgiving Day), they did not tell me that I could buy the item online at the doorbuster price. Rather, they told me I had to buy it directly from the store but that I could call in to the store directly and buy it over the phone with my credit card, which was not honored. If I called the store today and wanted to order an item with my credit card, they would gladly take my order over the phone but today it is not on sale for 60% off of retail price and neither can I find it online anymore.

Obviously, due to the fact that they have done little to remedy this situation and refuse to transfer my complaint to a different person (someone other than Depeche), to me, this indicates they have little understanding or interest in the impact these practices have on those with disabilities. Please call them at 1-888-266-4043 and try to talk with Bruce Johnson directly b/c if you talk with someone else, your message will not reach Bruce Johnson. I greatly appreciate anything you can do to remedy this situation and make Sears aware of their discriminatory practices as well as other stores that practice similar policies. Thank you for your help with this matter.

On Nov 24, 2009, at 9:40 am, Maria **, Sears USA called and said that our stereo table top was ready for pickup again on Nov. 29, 2009. But just to be sure and to not experience the hassle of last time, I called Sears USA to verify this pick up, but to our surprise the equipment was not available. Again, I called on Dec. 2, 2009, at 11:30. I spoke with a customer representative, Fred, of Sears USA and explained my situation and to verify status on this order, but no one seemed to help. On this same day, I spoke with another representative, Wendy #, I stated my concerns and that no one seemed to help. I requested a supervisor, then I was transferred to Lorena **.

Lorena told me that I had to call Bo. Camarones, Guaynabo for this matter? I then called, once again, Bo. Camarones, Guaynabo (Sears) and after a ton of calls there, a Cecilia ** finally answered the phone. But as I was about to state the never ending story, the call was cut?! Can someone assist us?

I waited until Tuesday and called again when I realized that the hold on my account has been released. Sears told me the charge was declined by my bank. I called my bank and was told that Sears tried to submit the authorization two more times, for a total of three, at which point it was declined. I made some more calls to Sears and was finally told that they would honor the original price, after much debating, but I would need to place the order at the currently higher price, then call them back so they can adjust the price. When I did, I was then told a different story. My card would be charge the new higher price but would later be credited the difference.

Think it's over? Guess again! I called the next day, after making the new order, to check the status. I was told it has been cancelled because the item is out of stock. The excuse was that their systems are not in real time and allows customers to purchase ghost items and then later cancels them. So I have to look somewhere else. Thanks, Sears! It's funny how quickly your funds are held when making a purchase; yet, they are very slow to release the hold.

A new technician arrived and immediately did his own diagnosis. Within 5 minutes, he determined that no voltage was applied to the reversing valve. He reset the electrical and had the reversing valve functioning less than 2 min later. He asked if it was blowing hot air; the air was not actually 'hot' but the same as the prior winter. He proceeded to evacuate, purge, and recharge the R-410a system. This would only be necessary if the system contained 'non-condensables' - which only could have been introduced during the initial installation. He charged me the remaining $211 from the initial estimate and returned all of the parts - none were needed. That was November 13, and I was with the technician the entire time, watching everything he did.

On Nov. 17th, I called to complain about the inappropriateness of the labor charges. A case was created, and I was told that I would get a decision within 2-3 days. I spoke with Debra. On Dec. 1, I called to check status and spoke with Elizabeth. She informed me that my case was canceled as 'incorrect' since her dept. is unable to take heat pump-related complaints. She refused to transfer me to a manager who would take my new complaint (Why was the customer not told when his case was canceled?) or transfer me to a new dept. able to take heat pump-related complaints. After 45 minutes on hold, Elizabeth said she would try to escalate but needed case detail. After hearing my issue (mis-diagnosis and charged labor for hours that were not worked), she claimed that I have no case and refused to escalate. Somehow, it no longer mattered that her dept. is unable to handle heat pump issues. She reluctantly gave me another phone number to call, a dept. that handles heat pump-related complaints.

I called for service for my washer on 11/7 and had to wait 10 days for a repair technician to come out. He arrived on 11/17 as scheduled. Parts had to be ordered, so he scheduled another appointment for 12/1. This appointment was confirmed on the evening of 11/30. I took another 1/2 day off from work and received a voice mail message at 12:40 pm to tell me that the appointment had been cancelled. I called the service center and was told that if I was not available on the afternoon of 12/2 I would have to wait until 12/14. I just can't believe that these people are allowed to get away with this.

Another Sears employee was called over who also tried to pressure me into spending hundreds of dollars for portraits. Believe me, the quality of these photos were nowhere near the price of $200, regardless of how many the package came with. After 15 minutes of arguing and watching the Sears employees walk back and forth from the register to where we were sitting with my coupon in their hands, they finally honored it, and I walked out of there spending about $50. Bottom line: Sear's prices have skyrocketed this year, and if they don't want people using their coupons, they shouldn't mail them out. My husband and I left there extremely agitated and we both swear that we will never have our pictures taken there again. We were looking for a quick, easy, and inexpensive solution to the need for Christmas pictures. What we got was a huge hassle.

Upon surfing the web last night, I came across the same TV at an advertised price of $989.99. That's a $510 difference. So this morning, we contacted the Sears we made the purchase from and advised them of the issue. The only response we received was it's past the 30-day price protection policy, he could not do anything. We advised him that we would be happy with a store credit. In fact, we need a new fridge and module storage system. This purchase would be another $1800 purchase and if somehow we could just apply that credit back to the purchase, we would come down and make the purchase right then if necessary. Again, he stated nothing he could do.

So, if Sears appreciates my business so much, what is the issue? I understand it's a policy, but I'm not asking for a refund. Give me a store credit and I'll use it immediately. In today's economy, one would think any company would do almost anything to save a loyal customer. As it stays, I'm rethinking my loyalty with Sears. There are plenty of other companies that will gladly welcome my business.

So now, as of the 19th of November, I’m sitting without my parts, money or satisfaction. If I was to take a saw or an ink pen, I would be arrested for theft, but Sears is not held responsible. There is nothing on my receipt that says they have the right to hold my money! So what can I, as a private citizen, do against a large company?

I think in total there were 11 service jobs in which after the last one, Sears offered a buyout of the old LG and we could purchase another machine. Well, I thought we had just gotten the lemon. I should have read this list first, because we ordered a new LG, thinking everything would be great and it was for the first month. But the smell came back, and today, when I went to check the wash, guess what, it is leaking also! How disappointing is that? I am so stupid. I should have gotten another top loader like the old days' - never had trouble with them in 20 years. So here we go again calling for service. I hope people read these warnings and take heed. Do not buy LG. They are crap!

At that time, he installed the stator, it didn't work. First he said, "bad stator," then changed his mind. He ordered a main control panel, charged me $108.34, returned on 11/11/09. It was the wrong part sent, he ordered wrong, ordered another part. I refused to pay them any more at that time. He gave me a refund slip to have my $108.34 refunded. I'm still waiting for the check from Sears. He returned on 11/18/09, installed yet another part. It still doesn't work.

Now he's ordering a harness, says, "there's a short somewhere," yet another part. My basement looks like an LG parts supply house. He's planning to return on 11/23. I don't want him back here. I called Sears, finally got a telephone number to complain to someone I could understand in the USA. He will send a senior tech next time. I sent email to LG on a complaint form. I received a response, saying, sorry, warranty over, no help from us. I know the stator is still under warranty for 7 years. This representative doesn't even know their product warranty details. Meanwhile, I have lost 4 days of work/ income, incurred laundry service expenses, and Sears has $258.86 of my money. This machine is a very expensive piece of junk. Any suggestions?

No one has been hurt but I've spent my time waiting for the repair people to come repair just to have them tell me they can't and then I get charges $70 because they came to see it. Sears should not be allowed to call themselves a repair service company. They don't want to fix anything and didn't even want to sell me a new garbage disposal unit. They are just a waste of time and money.

When I purchased the grill, it came disassembled, in a box which I had to put together. Where was their "liability" then? This is clearly a scam, false warranty descriptions and/or advertisement. A class-action lawsuit should be investigated by all individuals who have purchased a Sears product and have similar warranty issues. This company clearly conducts itself in a fraudulent manner, just to scam more money from its customers. There are many consumers out there with similar issues with Sears warranty complaints.

So we are stuck with an "unfixable" 5-year-old expensive refrigerator b/c Sears no longer has parts for it. They kept shipping the wrong parts and the service drew out over 5 weeks when we had restricted use of the refrigerator. This episode tells me that Sears is not a reliable source for appliances especially service after purchase. Do not patronize Sears or you will be extremely disappointed and possibly in a similar situation.

I also asked him if the workers (plumbers and electricians) work for Sears directly. He stated that they did because I know the problem they have with subcontracting out work. He said that I shouldn't have to worry because they work directly for Sears Home Improvement. He quoted a price of $8,880 for the oil burner. I thought that was steep, but he said that it was one of the best burners and I have a twenty year warranty. I bought the boiler because he stated that Sears was very reliable. Mr. ** told me that I would hear from the product manager within two days. After about three days, she called and left a message on my home phone. I promptly returned the call and left a message that I would be available for them to put the boiler in. I did not hear from her for days.

I then called Mr. ** and tried to find out what happened. He stated that he would call her. On November 2, I received a call from her asking if I would be home on Thursday, November 5th. They would like to install the boiler. I took the day off from work. Early in the morning on Thursday, November 5th, the plumbers came and started working. They installed the boiler, but did not wait to see if it worked. They said that the electrician who came later would turn on the boiler, which they did and left. The boiler did not work. Both myself and my tenant were cold the entire night. Early in the morning on Friday, November 6, I call Mr. ** and informed him that the boiler was not working. He then gave me a number to call for service, which I called.

A person in India answered and stated that the office was closed and I would have to call back after 8AM. I called at 8PM and left a message. Someone called back after four hours. I then called Mr. ** and asked for service. He stated that it takes at least four hours for service. I then called several persons including the field and executive managers, who gave me the runaround. I did not know what to do. This is Friday and the boiler is not working. I am afraid to go the weekend because they do not work on weekends. I had to get another service agent to look at the boiler, who told me the boiler was too small to heat the house. This is what I was afraid of.

I informed Mr. ** several times that I am 62 years old and must be warm. He assured me that the boiler that I was buying was adequate. In the meantime, I have gone three days without adequate heat in the entire house. I think that Mr. ** and the subcontractors whom they hired delivered an inadequate boiler because they know that I am 62 years old and do not know exactly what I was getting. I called the managers several times to come and either take out the boiler or fix it so that I can get adequate heat and nothing has happened to this time.

I do not want to go through the entire winter after paying $8,800 for a boiler. The boiler that I had was giving better heat and it was more than 30 years old. I would like a working boiler that delivers adequate heat and to be reimbursed for bad service and for being in a cold house for now three days and I do not know how much longer. The plumber responded on late Friday and stated that the reason that I was not getting good heat was because the radiators did not have a good valve and they were unable to bleed them after installing the boiler. I asked him why did they not tell me this instead of having us sit in a cold and not knowing what to do. He stated that he did not have to tell me, he only communicates to Sears.

I asked him why did he not communicate to Sears so that they can communicate to me. He had no answer, but he informed me that if I wanted the heat to come up, I had to pay to have the radiators fixed. I told him that I wanted to be warm and I would pay. I have not seen him as yet. I want to be warm in my house especially after spending $8,880. Please help. Sears have not responded.

We purchased 4 of Sear's Kenmore, top-of-the-line appliances in July of 2008: a refrigerator, a stove/convection oven, a dishwasher, and a microwave. Within 2 weeks of delivery, we noticed an accumulation of water under the refrigerator and discovered that our newly refinished wood floors have been ruined. The factory had failed to connect a water drain line in the fridge and water had dripped onto the floor. After several weeks and many phone calls, Sears finally paid us to have our floor re-finished. That's not all. Within 2 or 3 months after delivery, we had to have service come out to repair the dishwasher on three different occasions. It wasn't until the third call that they identified the problem as a faulty soap dispenser. They installed a new one and the problem went away.

About 4 months after delivery, the convection oven developed a severe rattle, so service came out and fixed it. Nine months later, (2 months beyond the original 1 year warranty but 9 months after the oven rattle was repaired) the rattle began again. I called Sears service on 9/18/09 and spoke to Patrick, who said the appliance was out of warranty and would cost me $129 plus parts to have Sears fix it. I declined and decided to visit the store personnel. Surely, they would agree that we'd had enough grief with these appliances and would authorize the oven to be re-fixed without charge in spite of it being beyond the original warranty period.

Tonight, November 2, 2009, I went to the store and spoke to department manager. As I've said, not only was he rude and condescending, he refused to help resolve my problem and said there was no one in the store who could. If he had worked for me (and I have 20 employees in my business) and I witnessed him treating a customer this way, I would fire him on the spot! But that's another story.

The bottom line is that we have bought Sears Kenmore appliances, exclusively, for the last 35+ years. Given my experiences of the last 18 months, however, I can't see that I will ever buy a Kenmore again.

The corporate office then transferred me to the store I purchased the dryer from. The Fredericksburg store took down my complaint, and said they would call me back. They offered me the bigger dryer that would not fit on top of my dryer. The store was trying to accommodate with a dryer of equal value. Problem is, I bought 1 step down from the most expensive dryer. Sears would not give me the more expensive dryer without me paying more money. Sears then offers to deliver my original dryer 2 days later, and I will have to wait 2 more weeks for the dryer I ordered. Meanwhile, I took off from work today for delivery, I have to take off Wednesday for delivery, and I will have to take off 11/13/09 for delivery. Sears offered me $75 if I would take a smaller dryer than the one I ordered. The dryer they were offering started out $100 less than my dryer, and they offered me $75. I have no dryer; Sears has my $900 for the new dryer, and they refuse to help me.

They took messages, never returned our calls, put us on terminal hold and showed no interest or concern about our business. We were so disappointed that while leaving the store, we saw other fabulous items we'd love to buy but cannot support such horrid customer service. Sadly, with the great story of our wonderful purchase comes along the nightmare of dealing with Sears. So we tell the story over and over and over again. It's really unfortunate. We went to Best Buy and gave them our business and will be going forward. Oh, and Sears maintenance plan was double what Best Buy was.

I have spent close to $5000 dollars on Sears product over this last year. I am very disappointed with the service that was not given to me today. The men that came out today were kind enough to hook me up with the retail/installation department. At which time, I was informed there was never any installation order on filed on Wednesday, 10.28. I have to wait again for someone to come out to do the work that was suppose to be done today. Again, I will need to wait until someone calls and gives me a time slot. I am very disappointed in your performance to me as your valued customer. What are you going to do about it? I have always, always purchased your products since 1963. I guess customer satisfaction is not important any more.

I was furious when I found out and immediately rushed to Sears and notified the managers at Sears on two different occasions. They said they only have a 30-day return policy. I told them the salesman either lied to me or was misinformed of the type of television he was selling. I found out they work on commission, so who’s to say he didn’t lead me into thinking it was HDTV? Anyway, I made a formal complaint to Sears’ national customer service after the local managers refused to help. I was told by their customer service rep that it went into escalations and that the regional manager would call me by next week.

Well, two weeks go by and I hear nothing from Sears. I then called customer service back and was told someone should have called within 48 hours. I said it has been two weeks. So I get a call from the Tucson district manager a week later. She told me it cannot be returned since it’s after 30 days. I said, “What ever happened to the 100% guaranteed customer satisfaction that Sears has as a policy?” She had the gall to tell me that I needed to educate myself before purchasing product at that price. Well, now I have talked to my lawyer and plan to sue Sears.

It’s been several years and I’m still furious. They stole my money. I wanted HDTV and because of the financial loss, I could not recover, financially, to purchase the product I dearly wanted to provide my family.

Our request for a copy of the extended warranty resulted in our being advised it would take three to four weeks before we received a copy of the warranty and we would receive a copy sooner by purchasing a new television set from Sears. As of this writing, our claim has still not been settled. The appliance in question is a television set that originally sold for just under $3,000 and was defective at the time of sale.

I explained that that was unacceptable and couldn't believe a Sears customer of over 30 years was being treated like this and didn't they have exceptions to their rule. I was told repeatedly no and was only to speak to two representatives at the Repair Center. So I called the Sears Corporate Office in Illinois and spoke to a representative who was able to get through to the routing service team. I was told they could come out on Thursday, October 29 between 8am and 5pm. They would have to work me in. While I am appreciative that they are working me in, I am appalled that Sears treats their long time customers in this fashion. Someone should have called my house to verify the cancellation and when they found out there shouldn't have been a cancellation, the Repair Center should have found a solution to my problem, not just treat it the way they did by continuing to tell me that someone cancelled and the best they could do is schedule me for Friday, October 30.

I explained up front that I was leaving town on Friday and that the clothes couldn't stay in the washing machine that long - they would ruin. No one seem to understand that issue, therefore, although I seemed to have some success with scheduling a repair technician to come on Thursday, October 29, I am appalled that I had to make a call to the Corporate Office to get better attention. Your repair center needs to be able to handle situations that arise like this to keep customers. I have always been a supporter of Sears and have always purchased all of my appliances, tools, etc. from Sears. That ends today. I will never purchase another item from any Sears and the Premium credit card is being cut up. Sorry, Sears. You lost a very valuable and loyal customer because you weren't willing to make an exception for a very big problem.

So, we call the phone number on the paperwork for the people that are supposed to handle the warranty claims for Sears, and we explain the problem. For starters, they are rude, sarcastic, and facetious; and they also have a severe lack of communications between their policy makers, schedulers, and technicians. The first thing she asks is have we vacuumed the coils? We tell her what the technician that came last year said and did, and she basically called us liars. We are now on our 4th week of attempting to get our refrigerator repaired. A technician was here 3 weeks ago, worked on the unit for about an hour, and pronounced it repaired. It lasted 2 days.

So, last week, another technician came out, examined the unit, and found 2 problems totally unrelated to the items the first technician "repaired". The first tech said the wiring harness was bad; the second tech says the control panel and the defrost panel are bad. The second tech ordered the parts and said they would be here in a few days and he would be back the following Friday. Sears also gives you an 8AM to 5 PM window in which the tech will call--should you miss his call, you fall off the schedule and you have to call and make a new appointment.

The tech did not show or call today. So when we called to find out what was wrong, the rude, sarcastic, facetious customer service rep/scheduler informed us that we failed to call and inform them that the parts had arrived. We informed her that we had not been told by the technician that we need to call anyone and that he had told us that he would be here the following Friday. She basically called us liars for the second time. We also had a serious issue with a Craftsman riding mower ** **. We have now destroyed our Sears credit cards and will never, never, never, never buy anything from them again. We are still waiting for our refrigerator to be repaired.

I called repair out and they never showed the first time, then rescheduled and finally showed. The first repairman said it was an easy fix, said that the rubber gasket on the inside had folded up - said it was black in color and that the washer has 2 gaskets (one on the inside and one on the outside), that the one on the inside had folded up and got caught somehow but he fixed it by pulling it out and straightened it . Now it shouldn't leak and all is repaired. He said he checked it all over and tried it and all is set to go.

As he was leaving the yard I put a load of laundry in and it rumbled and vibrated, squeaked and groaned so bad . I called the 800 number again and they said the guy was way out of our service area for the day and would need to wait till next week. I informed them that I had waited this second day and was not going to waste much more time but needed the washer fixed by the next day. Finally after a lot of word exchanging they called me back and said that they would have a guy out the next day - 08/25/2009.

The repairman showed up and I explained to him what was happening and what the other repairman had said he did. He laughed and said that there are not 2 different gaskets in that front of the washer. He didn't know what black gasket the other guy would have pulled out and straightened. He then showed me what gasket there was. He checked it out and just by the noise, etc. he knew that it was a water pump gone bad. He replaced the pump and all worked great until Sept. 25th-2009 when the drain and spin light came on again with the display of 0.11 showing. It locked the door and I had to restart the entire wash over again. Then on Oct. 19-2009, the washer stopped with the display 0.11 and drain and spin light on again. After opening the washer, I found the clothes were very wet. So I pushed the drain and spin cycle but it would not work and then again I had to start cycle from the beginning.

I called the 800 number again and the repairman came out and checked it. He said he could not get the washer to act up. But he was pretty sure which of the 3 motherboards it was that was causing the problem. But he had to call the main corp. office in Texas and get their permission to order a new one. Well he called and they told him they would not approve to have a board ordered because they weren't sure that was the problem, that we would have to wait and have it do it again or go out several times more before they would even think about repairing it.

The repairman did not agree with them but he said his hands were tied. He only works for them and can't go over their heads. He was sorry. And that I needed to call Sears each and every time it acted up and after a while they will get tired of sending repairmen out and maybe do something about it. I told him I only had a yr. left on the new extended warranty and asked him what if they keep stalling and don't fix it and it goes out right after the warranty ? He said that we would then have to buy a new washer. He said he didn't agree with the way they are doing it now but he can't do anything about it.

The washer also has a very musty odor to it. I have to leave the door open. I wipe the gasket off after every load but the smell is still there. This is not a good thing for me as I have asthma and severe allergies. And with this mold smell, etc. - my asthma and allergies then act up even worse. Then it costs me more in medication to combat the medical issue. That is something I should not have to do or put up with.

How can a company get away with problems they know are there and not have to do anything about them? Also, why are they still selling these machines if they are not fixing the problems? All we want is our washer fixed and if it can't be fixed then replace it with one of equal value and the same type of qualities of a new working one.

Another problem we had with Sears: We had filed a class action law suit a while back on tools that were bought there that they stated were made in USA and when we looked at them and found out that they were labeled made in China, etc. We filed and spent many hours on the phone, sending copies and pictures of things on the tools to them, only to receive notice that we would be included in the law suit and received a very large pile of papers from the lawyers, etc., but never received notification when we would be getting a settlement. Every time I called the toll free number for the claim they said someone would get back with me. Evidently the lawyers ate up all the money and us consumers never receive anything. We have never heard back from them.

I arrived at around 11:10 am and waited a good fifteen minutes before my interview to start, only to be told that the woman who was suppose to do my interview wasn’t there and that she wouldn’t be there for the rest of the day. So, I gave the man at the window my name and number and he said he would be sure to let her know. I was upset, but still optimistic about the whole situation. It gave me an extra day to prepare for my interview. Well, the following day, at around 8:50 am, I gave the HR center a call (that was the number they gave me to call to reschedule my interview). I called and was told that she wouldn’t be in until 2 pm later in that afternoon. I again brushed it to the side and figured that eventually, I’m going to get an interview with them.

Anyway, at around 2:45pm, I called again to see if I could reschedule my interview and the woman I spoke with had told me that the woman was currently in another interview and to try back around 5:00pm. Slightly annoyed, I agreed. I don’t know why but something told me to call a little earlier than 5:00pm and so I did. A little less than 30 minutes until, I called again, only to be told that she had left for the day and to leave my name and number and she’ll be sure to get back to me within the next 24 hours. So, filled with emotion, all I could do was say never mind and hang up before the woman could finish her sentence.

Not knowing whether or not I would have been hired due to this person’s carelessness has me in conflict with myself. This company could have had an excellent employee. If hired, I could be making twice as much as I am now. I wouldn’t have to be getting an OWF check every month now. I wouldn’t have to be worried about how I will be able to get my girls winter clothes. That $434.00 could be going to someone else who needs it. It could help clothe another family. That would have been at least one less family struggling.

But I just want to let you guys know, in these bad times people are trying to buy products and are getting very poor service, I am very much disappointed. I have been buying Sears appliances for the last 12 years and most probably this will be my last one. WORST CUSTOMER SERVICE. BAD STORE MANAGEMENT. SALES PEOPLE DO NOT KNOW WHERE TO TRANSFER THE CALLS ALSO. VERY UNEDUCATED AND IRRESPONSIBLE. IF THIS IS THE SYSTEM SEARS IS RUNNING GOD BLESS THEM WITH THEIR SALES, NO DOUBT SALES ARE GOING DOWN. I am going to return this product, and will buy from some other good company.

I have yet to receive the original part for my refrigerator that I purchased from Sears. The third visit was to use tools to defrost my frost free refrigerator and install another hose in place of the original part for the refrigerator, which is a plastic tank that is in my basement that the Sears technician removed and put in this plastic hose that no longer allows me to have chilled water from the dispenser or whatever the other functions of this tank that was the original part. I have damage to my newly installed floors and the refrigerator has not been repaired to its original state or functions. The maintenance agreement cost $271.00 and states that a qualified Sears repair provider would repair to proper operating condition and a food loss reimbursement would be reimbursed up to $200.00 for items loss when the refrigerated items were frozen too, plus fruits, vegetables, etc.

Sam did say it may have been an issue with their system and not me canceling. But the real issue is Sam said I could not talk to anyone else, that he was the man and he would not give me any additional names, phone numbers or people to talk to because that is Sears corporate policy. So now I have water running on my hard wood floors, but that is okay. Sam told me to call the insurance folks and they will fix it or pay to get it fixed. But I have to wait for the new scheduled date that Sears has set up for me that they never told me about. It sounds like a real issue with corporate America.