Sears Reviews

I am sure that the Hendersonville store has already spoken to you about our purchase. I would like to give you our side of the story. On August 4, 2009, we purchased a Fisher Paykel double oven from the Hendersonville outlet store with a five year warranty. Jim was our salesperson. He stated that the ovens were "floor models" from other stores. I picked the stove up the next day. We had it installed and within 30 minutes, the top oven came on by itself. We contacted the Sears service company, A&E, and scheduled it for repair. When the service technician came, he advised that the door switch was bad and the unit would have to come out to be replaced. We informed him that it would take two people to take it out (first day having to wait on someone). When the parts came, another appointment was made. It was for the morning between 8 -12.

My wife called around 4PM because she had not heard from anyone. The technician stated that he would be there, but he was by himself. Another appointment had to be made (second day having to wait on someone). The next appointment, two technicians came. I had to show them how to take out the unit and used a cart from my garage. They advised that their company had taken their dollies away from them. They changed the board for the upper oven and then discovered that both boards need to be changed. The unit was put back in place. Again, I had to show them how to put it back in. This appointment took from 8AM-1PM. More parts were ordered (third day of waiting on some one).

On Thursday, 9-24-09, the technician came for the fourth time. He replaced both boards only to find out that this still did not fix the problem. The upper stove came on by itself again. He again said that the door switch was bad (fourth day of waiting). At this point we decided to get with the store and find out what could be done to correct the problem. My wife met with Megan at the Hendersonville store. There it was decided that we would get another unit from the floor. Not satisfied with this, on Friday I went to the store. There I spoke with Megan, Jim and Mark, the manager. I related my dissatisfaction of the situation with them, letting them know that we had been without an oven for almost two months. Their only response was that they were sorry, but there was nothing they could do. I could take the unit that was on the floor or get my money back.

Seeing that I was not going to get any satisfaction, we did the paperwork on the other unit and made arrangements to have it delivered and installed. The unit was going to be picked up at the Hendersonville store and delivered to our home and installed on Saturday morning. That evening, the installation person called me and made arrangements to make the installation first thing Saturday morning. By noon on Saturday, I had not heard from him. He called sometime after 12 and said he was at the Hendersonville store, but could not locate the unit. While still on the phone with me, he talked to Megan who informed him that the unit had been put on the truck and sent to the Thompson Ln store. Megan then picked out another unit and had him deliver that one to us.

When he took that unit off of his truck, I opened the door and discovered black spots that looked like someone had cooked with the oven. I then took a paper towel and whipped the inside of the oven. It was sticky and the towel had grease on it. I then informed the installer that I was not going to take that unit. I contacted the Hendersonville store and Megan was out to lunch. I spoke with Jim. He said that that sometimes happen with refurbished ovens. He said again that he was sorry, but that there was nothing that they could do. I then called the customer service and related all of this. The customer service said that someone would contact me within two days.

Tuesday afternoon, I had not heard from anyone so I called customer service again. Her only help was to connect me with the Hendersonville store where I spoke with Mark. After a lengthy conversation that went nowhere, he said he was sorry. At that point, I decided to get our money back and have the unit returned. My wife made arrangements to have it removed on Thursday. Today she received a message stating that they wanted to take it out today. There has not been any follow-up to that message.

I hope you can understand my frustration. Two months without an oven, five days spent with repair/delivery persons and several trips and phone calls to the Hendersonville store. I do not feel that Sears wants to treat their customers this way. I was looking forward to doing more business at the Hendersonville store. I purchase appliances quite often for "flipping" houses and the motel that I own. I thought that there might have been some type of offer to purchase another brand at a reduced price or something to that effect. I am not looking for something free, only to be treated fairly and as a possible valued customer. Thank you for your assistance in this matter.

Service department told me the earliest they could have a tech available would be the following Tuesday, 10-13-09. This is not acceptable service to me and should not be to you. I have bought all our appliances from Sears over the years for service reasons. That will change. Take service out of the equation and you have a lot of competition.

I do feel that you should replace this chair for the couple who are on a limited income and she saved a long time to buy her husband this chair. Not only that, it took you just about a year to send this woman her $200 check. She now has a chair that this gentleman cannot sit in comfortably and he is not a heavy man by any means. I would hope you would look into this for me as I work in the service industry and know a lot of people that would take their business elsewhere because of this situation. They thought it was outrageous how you settled this matter. This woman has been a loyal Sears shopper for many years. She is 87 now, and is not happy to shop with you again because of this matter. I look forward to hearing back from you.

I tried to return them, but Sears put in a new policy this year that one month is the maximum time that you have to return an item. I always used to think that Sears was a satisfaction guaranteed kind of store, but I guess they have so much garbage coming in that their quality control people are overwhelmed and must not be smart enough to catch stuff like this. I can't find an address for the manufacturer "Inspiration GIII Home Collections" Queen Sheet Set Made in Pakistan/ CA00336; Sears#: D96 M 57006 099 - 400 TC Asstd Queen SS. Consequences: I have a fitted sheet that will not fit the mattress, I paid 49.99 + 5%GST = 52.49. I would definitely like to return the sheets for my money back. Please advise on how I can do so. Thank you.

However, when I encountered a problem with the Hermetic seal on one of the windows, I filed a claim on September 18, 2009 for replacement under the warranty. I was told that I had to pay $150.00 for removal and installation of a replacement window. The so-called removal and installation consist of taking the double-hung bottom window out of the sash by releasing the side locks, removing it, and reinserting the new window into the sash with the locking clips. My warranty states that the manufacturer will assume 100% of the cost of material for repair or replacement of the window. Since I have already paid for the original installation, which is backed by Sears, I feel that Sears is responsible to replace the defective window at no cost to me.

I immediately called Sears regarding getting someone to fix the unit. They said they could not get anyone out there today and the soonest they could send someone was Saturday morning. I explained I have kids in soccer in the morning and afternoon. They said they could come on Monday, in which I explained I could not afford to take another half day off work to get the machine fixed. I was transferred to the National Service Center where I waited on the phone and then they hung up. I called again and finally someone picked up after a wait on hold. The lady explained that I need to provide them with a day that I am available and I replied Sunday. She said they do not service on this day. I asked her if she could take two half days off to get service. Finally, they refused to let me speak to a supervisor, refused to come service the machine on the day scheduled, and refused to give me a phone number for the corporate offices where I wanted to call and complain.

I took him as I am telling you, this is just not acceptable customer service. How can you change an appointment without telling the customer and then blame them? That is just poor business. I do not know what to do about this as they said there was no phone number to call and were very smug about saying so. After I told him he could count on me finding a number or writing, he did call back and say he was calling in a favor and the repairman would be to our house sometime before four. He let me know this was his doing, not mine.

The repair did indeed come about a half hour later and was very nice and was totally unaware of what was going on. I asked him how he got his calls (before telling him our problem) and he said they come up on his laptop and he just goes to the next address given him. So as you can see, it is not the repairman, it is your scheduling department. Even with the call saying he was going to get me service, Sheldon was very condescending. Again yes, I did get my service and when I called this morning to your phone number in Chicago, they gave me back to the office that scheduled the appointment where I talked to a Katie who said yes, she saw the notes on the call and wanted to know why I was still complaining when I had the service.

Her attitude was you really cannot do anything about-this, so why are you still complaining. The point is this should have never happened and I would hope I did have a voice that Sears still cares to hear. I understand that things happen and I am not as upset about the tech missing the time as I am at the attitude of the staff and their what-you-think-we-care-about-you. We have a house full of Kenmore appliances and a garage full of craftsmen tools, and between my husband and myself about thirty years of using a Sears card or store.

My question/concern is as follows: Why should a loyal, long term customer with an excellent credit card history have to open a new account in order to receive a benefit that is offered to an individual who is coming to Sears off the street? It doesn't seem fair or an effective way to retain past customers.

Approx. 8/28, a Sear's employee by the name of Jesse came and did the first part of the work. He said the wrong doors were ordered so that he would have Santos come at a later date. On 9/18, Santos came and said the doors were ordered wrong, but if he could cut out a piece of our kitchen cabinet frame, he could make it work. So instead of waiting two more weeks to get the job done, I agreed. He did the work, and there were a couple of things wrong, so he said that he would order the correct items and fix it later. While Santos was here, I called Debbie and asked her to email me a quote for the second time.

On 9/29, Michelle ** 1-800-222-5030 ext. ** called me and said that I better pay the bill. She read the notes, and every time I tried to talk, she cut me off. I told her I won't pay the extra fee that they are trying to charge to me because I never agreed. I'm requesting that they only charge me the original agreed amount of $380. I don't want them to send this to collection and ruin my credit, because I'm not going to pay for the extra charge. They mentioned that the charge for parts was lowered, which I think shows that they admit guilt to charging for something that I don’t have to pay because why would they lower the charge for parts. Also, I think that the customer service was very unsatisfactory because they constantly dropped the ball.

In fact, he requested that my contract be terminated. I found out that he stated that my range had a pre-existing problem which isn't true. When I asked how was the statement true, I was told there was no information in their system found; therefore, Sears had no right to deny services in which I paid for. Also more importantly, had I not contacted Sears to follow up on the technician, I would not have known that Sears planned not to honor my service contract nor have they made efforts to refund me the money I purchased the service contract with.

After an hour or so, they called to tell me what they found and seemed really happy with it. I went on to get yet another call from my oldest daughter who was really upset. She said when they got up to pay, they told her they were no longer accepting these coupons because they had problems with people abusing the coupons and copying them. I told the girls to put everything back and come home and how sorry I was. They kept our coupon and made my girls feel stupid and it really upset me. Here I am trying to teach my girls better shopping habits. They listened to me, had fun and even found some things they liked. I asked them to go up and ask for the coupons back but being teenage girls, they said, “Mom, that's embarrassing. We just want to come home.” And I said it’s okay. I told them it’s not ever okay to be treated so rudely. I hope you can right this wrong. I'm going to make a copy of my email to you and show my girls I truly believe in standing up for yourself and want them to do the same. I don't know if you have kids but I think most parents would agree. Thank you for your time.

From the moment the technician arrived to our home, he was extremely rude and abrasive in his manner of speaking. He never physically maintenance checked any of the units, and immediately manually turned on the home thermostat. He immediately, rudely, and abrasively said that we would need to pay for a new motor blower totaling over $800. When I asked to speak to his supervisor, he dialed a number on his personal telephone, and contacted an employee named Chris, employee #**. I asked the tech., Ben, employee #**, if Chris was his supervisor, and he told me yes. When he handed me the phone, I asked the employee on the other end of the line if he was Ben's supervisor, and he told me yes. I then began telling Chris on the line that his employee, Ben, was being extremely rude, and that he was very rudely and abrasively telling me that we would need to replace the attic unit motor blower that would cost us over $800. I also told Chris that Ben never went to physically maintenance check any of the ac/heating units.

By this point, Ben began yelling at me to give him back his phone, and threatened to yank the phone out of my hands if I didn't hand his cell phone over to him immediately. He was the one who dialed the number on his own cell phone, and then handed it over to me to talk to Chris who he claimed was his supervisor. On Thursday, 9/17/09, we contacted a second ac/heating company to give us another opinion about our unit, and they came out to our home on Friday, 9/18/09. The other ac/heating company told us we didn't need anything replaced. They just adjusted and tightened the motor blower casing which was loose and rubbing against something. Once the tightening was completed, the squealing noise stopped. We then called Sears back on Fri., 9/18/09, to get a different technician to come out to do a maintenance check.

Sears sent someone out on Monday, 9/21/09. His name was Mr. **, employee #**, and he maintenance checked both the attic and outdoor unit. He told us everything looked good on both units. We were informed that on Wed., 9/16/09, the same day Ben came out to our home, he told another customer that they would need to replace their outside unit. The customer called Sears back and requested to get a different technician to come out to give a second opinion since the customer told Sears the outside unit was only a few years old. We were also told the second technician that went out to the other customers home told them that the unit was only needing a cleaning of the outdoor unit lines because the lines were partially blocked. We were told that Ben has had many customer complaints against him, and that customers have requested that Ben never be sent out to their homes again. We were also informed that the employee Chris who Ben passed off to us as his supervisor, and Chris also claimed to be Ben’s supervisor, were both being deceptive. I left a message on Friday 9/18/09 for Ben’s real supervisor Mr. Matt ** to call me back, and he never has returned my phone call until this day.

Needless to say, my wife and I are hungry with only canned food items to eat, and we have to manually turn the dial every eight hours. Ridiculous. I called customer service and got the runaround again. I want compensation for the food I have lost and for the 4 days I have been waiting for the mysterious part to show up. Payday for us is soon arriving and we can't buy food for our fridge and freezer. We can't afford to have all that food go to waste (again). I am not satisfied with Sears services thus far. Sincerely, hungry, tired and pissed off.

I was charged a 15% restocking fee. When I complained, I was told that this is standard practice if the packaging has been opened. How exactly one is to know that something doesn't work without having opened the package, they weren't able to explain to me. This is nothing but a blatant excuse to extract money from customers whether they keep their purchases or not. This was my first Sears purchase in years and my very last ever.

Several days passed, and I called Sears Repair. They said I could pick it up anytime. Today (September 19, 2009), I picked up my vacuum and inquired if my $29.99 would be returned due to the fact that they were not able to repair it and they were aware of that when they took it in. They said no, and that was that. The service man placed the vacuum in my car. I went directly home. Then as I was trying to remove the hose from the canister, I was aware that the button was gone and only a bare spring was exposed. I went directly back to Sears, and after a long wait and several explanations to employees, the manager came out . The end result is I have to talk to their facility in Fontana, CA as they did the repair and Sears in Montclair is only the drop-off point.

So, here I sit with a vacuum in worse condition than when I took it in for repair. I've not removed it from my car, so I don't know of any other damage it may have. I am just very sad that Sears has changed from the store you could always depend on to "Sorry, lady. Tough luck!" type of business.

A second customer had a pulley he needed replaced and again, with the same rudeness, the young man at the counter informed him he would not help him if he didn't have a model number. The man explained that his machine was so old the model number was not on it. The young man who claimed to be the manager said he wouldn't help if the customer didn't have a model number. It was my turn at the counter. I did have a model number. This young man wanted to know what I wanted and I told him. He said, "it is two pieces," which I thought was one piece. I asked if I could see a picture of it so I would know I was getting the correct part as I drove 90 miles to order this part. He was rude and told me, "Well, you should know what you want."

I told him, "I do know one thing. I won't ever buy another Craftsman again since the parts are so hard to come by." When I gave him my address to ship this to, he wanted a physical address which where we live really doesn't exist, we get our mail at a PO Box. Finally, I gave him my wife's work address and then he said, "Well, they may not want to ship it UPS. What is your mailing address?" The whole time dealing with me and the other two customers, this employee was short in response and very rude.

Cashier's check receipt for Sears Siding and invoice was taken from my counter for my proof of payment and work completed. I was double-triple billed on Invoices with different numbers but the same work - it was proven and faxed. Notary at Navy Army FCU notarized a document with hand written statement: "Balance due from Sears to ** in the amount of $48,000.00." I want my money and Sears to make their "wrong" to a "right"! Thank you.

My wife and I have never bought Sears appliances before but did agree to try Sears after a great consumer report article. We spent a total of $6,000.00 on our appliances. Unless we get some positive response, we will never buy another Sears appliance. Please phone me with your response. I also represent one of the largest unions in Seattle (Federal Employees Union-Seattle VA Hospital) and I will pass on your response or lack thereof at the next meeting. Could I please ask you to look into these matters? Our personal phone number is **.

At 3:00pm that same day when my daughter came to visit, there was the note on the door. I then called them up and they said they were going to get in touch with dispatch and send another repair person out. No one came out. I called again at 5:00pm and they said it was too late to send someone out. Needless to say, I stayed home from work that day to deal with the problem and not get it fixed. I am very upset and disappointed!

At the time we purchased our refrigerator, it was one of the more expensive models. Obviously, refrigerators are now more sophisticated, but they are only willing to replace it with the same, a simple top freezer frost-free model with ice-maker. We had even paid extra on the old one for a decorative front panel to be applied at additional cost. I feel we have been misled. If we had bought a top of the line B&W TV when color was not available, would they replace it with only another B&W TV after color TV was the norm? I feel we have been paying a lot extra for this high-value blanket warranty for naught. Sears insists they are replacing like for like. I feel cheated.

A repairman from A&E Services came out and said we needed a new outer tub to the tune of $205.44 for labor and $400 for the part. We paid a $65 service call that day. After some time passed, we had the money to pay for parts but refused to pay the full cost. We were sold the outer tub by A&E for half a price. We had the parts shipped to our home. We ordered the part by the number on the receipt that the repairman gave us when he was at the house. A repairman was scheduled for 8/27.

He phoned at 8am on 8/27 and said it would require two people, and therefore, our service call would be more at $192 (I was quoted $129 on the phone.). I phoned a supervisor to argue the pricing (I have still not received a call back.). We told him to still come out, because we needed the repairs. He called back at 2:30 and said he couldn't get a 2nd person and that we would have to wait until Monday, 8/31.

On Monday, we had 3 different repairmen phone us saying they were coming to our house - each one having no idea the other had called. Finally at 1:30, two men showed up to say they couldn't fix it, because we needed additional parts. They continued to tell us that we were using the wrong detergents, needed to run a hot-water cleaning cycle periodically, etc. - things we were never told at purchase. They left us with the option of buying the parts we need from Sears and rescheduling them or ordering through them.

When I advised first Neal, then his supervisor Will, at Sears.com that we had entered into a contract with very different terms, they were rude, officious, and completely unwilling to honor the terms of the contract. Will would not let me speak with his supervisor to try to clear this up. I was completely stonewalled. Will and Neal both said that we hadn't ordered installation - they didn't seem to understand or care that Olga had represented to us that the cost of installation was included in price we were paying.

Go figure, I didn't realize that your management board had so many representatives. Of course, three weeks later, I am in my home waiting on a pressure switch for a Whirlpool Washing machine and it is now 4pm central and no pressure switch. But and a big but, I have had two service representatives come to my home neither of which had a pressure switch on their truck. I tell them that is absurd and they both shake their heads and say "that’s Sears"!

Yesterday, 8/18/09, the second repairman shows up, no pressure switch. I should have received the switch. Of course all of you probably think that you have a great system to send a repairman to a person’s home, 8am to 5pm are the hours that you are told to be home and if you don't answer the phone then you can wait an additional week for service. I have a novel idea; do what you say you are going to do, that is, give customer service to your customers!

So after 3 weeks, no part delivered to my home, I have been home all day anxiously waiting for the part so that I can then phone an 800 number that is not answered. I was told to phone the number 20 to 40 times until someone answers the phone! Again, I say where is customer service? On break, out to lunch, on vacation, who knows, who cares, not Sears.

Oh yes, I was told to expect the part to be delivered to my home. When I phone to determine where the part is, I was told that the part was inadvertently mailed to Sears parts instead of my residence. So, I said can you overnight the part to me so I can get the repairman out to my residence to repair the washer? Guess what, after two weeks, I am told that this was not an emergency. Sears does not do that, expect it sometime next week. Well next week is here and still no part.

In closing, I feel confident that this will go no further than one of the same people that I've spoken to already at the infamous Sears service department, an oxymoron, the rapid resolution center or the national customer relations department. Sears should be ashamed that there is such apathy widespread throughout your company. I probably missed the news release that Sears is now owned and run by the government. We have been without a washer in excess of three weeks, while my father-in-law and mother-in-law, at separate times were admitted to the hospital. My wife and I have made numerous trips to the laundry mat to wash clothes while waiting on a part because of stupidity and a system that apparently is archaic.

In addition, we have incurred expenses due to having an inordinate of clothes cleaned at the laundry. I am past being upset with Sears. I am now on a personal quest to tell everyone that I speak with, in person and on the phone, what an awful company that Sears has become. Feel free to check my record of purchases from Sears. It includes tools, TV's, lawn mowers, riding and push, edgers, weed eaters, blowers, all of the appliances for our home that was built in 2004, additional refrigerators, freezers, wine coolers etc. the list goes on and on.

So my question is; am I going to be forced to sue Sears? I have attorneys in the family, to have my washer repaired. Stupid me, I forgot to mention that we purchased extended warranties from, yours truly... Sears. Let me know so that I will be informed as to your unknown protocol and policies regarding matters of this nature.

This form of advertising by Sears to sell mattresses by using the statement "buying a new mattress from Sears, sale includes free delivery and haul away" is false, untrue, and ambiguous. 90% of consumers will need the mattress delivered and the old one hauled away. The $75 for delivery which Sears claims is refundable is true, but Sears is using your delivery funds for over 2-3 months collecting interest; and the consumer is losing interest on their money, while Sears is collecting. Sears rebate form clearly states "Allow 8 to 11 weeks for receipt of your rebate." The "free haul away" is totally untrue and misrepresented in the advertisement.

If they knew, why did they call and ask about the part? I asked that if the part arrived early mid-morning if the service tech could replace the part. The answer was yes. On Thursday, Sears Scheduling called again and I told them the part arrived at 11 am. They stated I would have to wait until the next Thursday. The service tech could not be reached after he departed. Funny, on the prior Thursday while I was talking to the Sears repairman, a beep was heard and he stated, "I got another service call that shows up on my computer."

Finally, on 13 August, the part and service tech met at my washing machine. After the part had been installed, the Sears service tech stated, "It was still not working and, I'm not sure why. Either the new parts were bad or maybe the wiring harness?" I then called the Sears My Home number and after 4 responses to their computer answering service, I was able to speak with a Customer Rep. who transferred me to another department. After waiting 10 minutes, the other rep picked up the phone and hung up. This happened twice. They hung up twice on me.

Finally, after calling again, I talked to a rep who transferred me to another rep who transferred me to the Sears Customer Solutions department, Jason, real nice guy. He told me even though it had been four weeks, he could either give me $100 or $100 on a rental, but not both and still attempt a repair on the washer. By this time, I tried to speak with someone higher up. He stated, "I'm as high as you can get." He then talked to his TM (Team Manager) and offered me a $100 gift card and $100.

I turned it down because the Maintenance Protection plan that I just received in the mail on 4 Aug. 2-1/2 weeks after purchase stated they could make an evaluation of the product and if the product could not be fixed, they would replace it after they decided what it was worth. Jason and his TM decided they would have the washing machine replaced, but without any other compensation and at a depreciated value. Great! But no compensation for the 4 weeks I have used a laundry. Both I and my wife lost time from work.

Jason was very sorry but that was all he could do. Now at the mercy of the repair center research department, I will receive a depreciated amount on a new washer from Sears. This will start all over again in a few years. After 4 weeks, 3 technician visits and one missed visit, he will guess at what's wrong and try another repair. I think not.

I have over 8 major appliances purchased from Sears, but may be the last. We had to wash clothes twice a week and on weekends at a laundry 8 miles from home. We lost several days of work and the technician will show up between the hours of 8 am and 5 pm. We had to wait on the technician just to show up, who was not sure of the problem. I am glad they are going to replace my washer, but will they appreciate my washer to the point I could have bought a new one for all the time and money invested by Sears repair and my lost time and money?

It's only taken 3 months for sears.com to prove that they have no business being in the .com business. In my mind they have no business being in business. Never shop at sears. I think it would be GREAT if sears.com would delete all their items from their websites and get completely out of the .com business. They have NO idea what they are doing. Except upsetting the suckers who use their site.

The auto gave us 863-859-8255 in which no one answers. Sears had it set up that if no one answers, it goes to the call center. The call center gave us 863-859-8255. Yes, we got through. An associate there looked up the number given to us by National Parts (MWFA) and told us that yes, we have one on the sales floor. We asked, "Are you sure?" We were put on hold and then told yes. Well guess what? We drove 45 minutes to Lakeland store and even the manager cannot find that part, even looking in parts dept and so on. While waiting, another associate told us that "maybe it needs an adapter part". So we (wife, dept manager and I) got back on the phone again with the National Parts.

They told us we can order that MWFA part directly + shipping. We asked him directly if we do need adapter parts. The answer was "No, this is the replacement part." I received the part in the mail. It was the same as what was on sales floor. Upset, my wife called NP dept again. Now they are saying "Yes, you need adapter part #WR02X10173 and that part costs $35.00." After my wife told me this, I got on the phone. This is getting long just to type. I had to go over this ordeal several times, given multiple phone numbers one department blaming the other, etc. About an hour later, I finally got a hold of the Customer Care Manager (Christy) at 800-549-4505. She was able to get National Parts Manager on phone. I had to tell her the whole story again just to find out that the young man this morning ordered the wrong part again. It should be "ADPART" for $14.95. They cannot cancel our first order; we have to ship it back.

Again, the machine worked for about 15 washes and then began to do the same thing again. Again, I was forced to wash on quick cycle with low spin. The 3rd technician came out and again took the machine out of the space, rebalanced the machine, and put it back, saying it was fine. Again, after several washes, the machine began vibrating and traveling across the floor. Again, I was washing on low spin and quick cycle. I had 3 more repair men out on the same issue. This last time, the washing machine traveled so far on low spin and quick cycle that it took the door to my wash space off its hinges and broke the door.

I contacted Sears to tell them that since I have had the machine, it has been problematic and now it damaged my home. The man I spoke to told me there was nothing they could do and in order to replace the machine, it had to meet one of the 2 following criteria: 1) 4 repairs on the same functional part in a year's time or 2) a technician deems the machine not repairable. On July 30, I contacted Sears and spoke to a man named Falfal (who now no one knows) who told me in order to get my machine replaced, I would need to have a senior technician come out, look at the machine, and verify that it could not be repaired. I agreed.

On August 7, the senior technician came out and checked the machine and told us there was nothing more to be done and that the machine was defective. He even put that in writing on a slip he gave us ("Ongoing prob def wash, everything check, soak not repairable, will be replaced on my ok per customer phone call"). When I called on August 10 to see how to go about getting my machine replaced, I spoke to a Lois in Customer Resolutions who told me that she looked in the computer and all she saw was "ongoing prob def wash, everything check, soak" and there was nothing more. She said they would not replace the machine until a senior technician came out and deemed the machine not repairable.

I told her the senior technician came out on August 7 and deemed it not repairable and that I had the documentation in my hand. She said that was not in her computer and that a senior technician would come out. I explained all the above to her, and she said that Sears could replace my door if a senior technician came out and verified the damage. I told her I told Falfal that when I called on the 30th and that he said that was my problem and Sears could not do anything for my door.

I also called back to the local service department, which verified that what I had on my slip was in fact in the computer system, and she could not understand why Customer Resolutions was denying that the information was in the computer. Bottom line is I paid for a very expensive machine with an expensive extended warranty which I paid for, and now, after Sears has sent 7 technicians out to repair my machine, the machine still is not functional and Sears is refusing to replace this appliance. How can I go about making Sears honor their warranty that I paid for?

He called the Service Center - no record. I explained the whole situation, how my grandma bought it and that I renewed the MA. No record. I gave all of her information, too, just in case it was still under her information, still to no avail. They told me I need to prove that I bought it. Well, I couldn't the MA and then I started thinking that maybe I never got anything, so I checked credit card statements to see if I could find the purchase but I couldn't find any record (I likely closed the account that it was on).

Well, just about the time that the MA was to expire, I got a call asking me if I wanted to renew the MA. I couldn't believe it since the MA couldn't be found before and now they were calling me to renew! I explained my whole situation and apparently it was still under my grandma's name which I don't believe since I had provided her information when I called and there was no record. I explained that I gave that information to the customer service rep in March and nothing was found. I was told that since my dryer broke in March while it was still covered that I was going to get it fixed but I needed to wait to make an appointment so that all of the information could be updated to my information. I thought this was already done.

Anyways, I called the following week and not surprisingly, I was right back to square 1. Now, today, I have spoken to about 8 different people, told them everything that I have written and they are telling me it's my fault because I must have not provided the correct information? Nothing but frustration.

This is false advertisement! The people at the rebate department are not educated for their jobs. The last person I talked to was Albert (manager). He was informing me incorrectly about the rebate. He said he could not help. I have the receipts. Can someone please help with this situation?

The repairman came in and said it was the motor. It would cost us another $73.00 for the repair, we had a $500.00 limit, and it would take a week for the new motor to come in. I was never told there was a limit on the guarantee. The repairman said we had the option with the guarantee to accept a $500.00 voucher and go to Sears and get a new machine. We chose to do that.

He went outside to verify the voucher, comes in and gives it to me. He said that Sears will be in touch in a few days and give me a claim number to pick out a new machine. I told him that he did not say I had to wait a few days, and he said, "Oh, I assumed you knew that." I called the warranty department and asked if they could speed up this process and give me a claim number so I could go in right away and purchase a new machine. I was told no, and that I would not be picking out a machine - it would be chosen for me by Sears.

Again, it was something they omitted telling me. I have asked them to cancel this guarantee and refund my money. They said they will get back to me about that. I went out and bought a machine, brought it home and installed it the same day. I cannot believe a 15-month old machine would burn out that quickly. It was a mid-priced model. I also purchased at the same time a dishwasher, gas stove, microwave and refrigerator - all GE.

I am holding my breath. I am extremely upset and disappointed in GE and Sears for omitting to inform me of the details. And as a side note, I think Sears must outsource because the language barrier between me and the phone representatives was impossible.

I purchased an extended warranty for three years for the A/C unit. The technician has been out for repairs five times this year. The last time was Wednesday, July 29th. Sears now says that I purchased a warranty on the a/c unit only and it does not cover the unit in the attic. My reply was, "Why would I purchase a warranty for only half of the unit?"

I asked how much would it cost to purchase a warranty for the unit in the attic and their reply was that I would first have to have it repaired. But because the unit is over 10 years old now, they will not sell any warranty. In my opinion, this is poor business and customer service on Sears' part. Now, I am stuck with a broken A/C unit that was a lemon from the beginning. I will never purchase anything from Sears again, no matter how good a deal they offer.

The next day, I took the day off from work so I could be available at any time. I called the 18004MYHOME number several times to confirm that someone would be coming out and was told every time that I was on the list and a tech would be coming. When no one showed up again, I called the number to be put on hold for over 1/2 hour and then disconnected. Several more calls later, I was told that once again a tech was not assigned. I was transferred to a "supervisor" and he made an appointment with me for the following Monday, July 13th. He asked that I call 18004MYHOME that morning to get a smaller time frame for service.

Of course, Monday came and when I called the number, there seemed to be yet another problem. They did not have me on the list for that day. But, they could give me an appointment for the following Saturday. We asked several times to speak with a supervisor and were given excuse after excuse and promised call backs that never came. We were finally able to get an appointment for the next day, July14th, between 8am and noon.

We again made arrangements to be around for the tech to come. We again called several times and were told a tech was being assigned, they were talking to the tech now, a tech was on the way, etc, etc. Once again, no one showed and no one called. Our next step was to try going higher up. We put in a call to Sears corporate, who claimed that all of our appointments were showing up in their computers as being canceled, but with no reason as to why. They informed us that the complaints we had asked to be logged in our files with them were never submitted and that a tech was never even assigned to us for that day. They managed to finally get someone to the house later that evening to look at the grill.

I wish I could say that is the end of the story, but I'm afraid the saga continues. The grill was deemed unfixable and we were given credit toward a new grill. We went to our local store to pick out a new one and schedule delivery. A delivery date was set for July 27th and once again Sears was a no show. When we called the store, we were told a mistake was made and the grill would not be delivered today. As I write this, I received a call telling me that the grill could not be delivered today that it could come on Thursday. I refuse to take any more time off of work to deal with this company and I told the representative that called as much. She hung up on me.

I have never dealt with a company that has less concern for their customers, or a company with a worse customer service department. It seems that no matter who we speak with we are lied to, hung up on and given the run around. I guess the next call I need to make is to my lawyer. Consequences: $1,450 in wages lost during hours I could have been working.

Now, we explained again to them that the item was not working properly and they suggested the ring kit again. We told them if it's not working now, what will it be doing three months from now? So we told them we wanted our money back. Then he proceed to tell us that we had to pay a restocking fee of 15% which on that item was $59.99. How do you restock a item that doesn't work properly? Do you wait for some other sucker to buy it and charge them another $59.99 to restock it and on and on? I really believe this is not a good business practice for return business. I am not happy about this shopping experience, and I will not go back to the local Sears Store. You got it, I will be telling my friends and family about our shopping experience.

I was then forwarded to someone I guess was a supervisor. I made a mistake by not recording her name. She told me that Sears would reimburse $150 in labor and $100 in parts and told me that my file number would be my phone number and she would call me later with all of the information. She also told me that I would be rescheduled for Wednesday July 22, 2009 between 8am-12pm. I called Tuesday July 21, 2009 to verify my appointment was scheduled for Wednesday. The rep told me that all she had in the computer was my last appointment for Friday. Apparently, there is no record of anyone doing anything after my Friday call. After calling on Tuesday, I received a voicemail later that day informing me of my new appointment. It was not scheduled between 8am-12pm as the person said. It was scheduled between 1pm-5pm.

I called Sears again on Wednesday July 22, 2009 at 1-800-469-4663 at 915am and the rep (Gabe) confirmed my appointment. I asked who scheduled it and she was unable to do so. I asked because I did not and would not schedule it for that time period. She returned and told me the technician’s supervisor (Olga) rescheduled it. I asked if there was anything in the file stating that I would be reimbursed and she found nothing. I canceled the appointment during that call because I was tired of this.

I asked if Sears would help me pay for the repair and was told that was impossible, but if I wanted to rent a refrigerator, they would pay for that. I asked the woman where in the world was I supposed to put a second refrigerator as I had no room for it in the kitchen or small utility room. She said, "I never thought of that." We got the refrigerator repaired yesterday (Wednesday, July 22). The motor was broken and it cost us over $200 to replace it.

We have been without hot water from Friday July 17th and still do not have it. We cannot do laundry, dishes, or take a hot shower. This is unacceptable and unhealthy! We paid almost $1,000.00 for a maintenance agreement and are not getting the service we should!

They sent several technicians out, but it has never worked as it is supposed to. It doesn't put out heat in the winter and it doesn't put out cool air in the summer. About the first part of June, it quit and it has not cooled the house since. Nor does the heat work now. They again sent out a tech from one company to assess it, and then they sent out a tech from another company to fix it. (We were told when we called, that this is Sears’ policy.) The last tech they sent out didn't talk to the first one and didn't even know that there had been another one out. He tried to fix it and left saying that he would have to order parts. He had the parts sent to our residence and told me when they came to me to make another appointment and he would come out and put them in.

They showed up about a week later and after another week he came back, put in the parts that he had ordered and left. It still didn't work, but he didn't stick around long enough to find that out. It quit all together after that. The tech called about 2 weeks ago for a follow up (I had called Sears in the meantime), and I told him it still wasn't working. He promised me that he would be here last week to fix it. But he never showed up. I called him today (Monday) and he said he was really busy but he would be here Wednesday. He promised that this time he would fix it. I have now heard that so many times that I just laugh. I have contacted people in Sears' service department many times, even speaking to someone who said that they were in the head office in Florida.

I am at my wit's end here. Who do I contact now? The Better Business office? The Attorney General? This is the only source of heat and cooling in this house. This heat pump unit is in my rental house. I furnish water, heat, and electricity. In the last year, I have had to pay double the amount on the electric bills. I have had to purchase plug in heaters for heat, and now a plug in air conditioner for cooling.

Just check out my history with Sears and my telephone number (which you must have to get anywhere at any of these numbers is) **. I recently paid off my Sears account just because of the poor customer service on another matter. It seems my bank electronic payment did not reach them for seven days! The late payment charge was astronomical! I paid off the balance that moment. A business that I remember as a child on Lake Street in Minneapolis Minnesota over 74 years ago, only has themselves to blame if they too go under in this depression. A business as well known as Sears can only meet their demise if they do not provide what they promise - customer service. If this had been handled in the first call by explaining that I was not due for service until September, and yes, I do have the maintenance contract, and the Amana refrigerator was included like Karen assured me, I would not be writing this, but no calendar for less than 60 days ahead? Please. I started this appointment scheduling at about 11:00am. It is now 1:30pm!

I asked her if she could contact the technician to see if he could be there later on, since I had already spent the day waiting. She contacted him; however, she informed me that the technician was running late on his repair schedule and could only come out on Friday, July 10, 2009, between 8am to 12pm. I approved it, but I specifically asked for a morning appointment. Well, of course, the technician did not show up. The dispatcher did call at about 9:15am to let me know that I had to reschedule for Saturday, July 11, or sometime the following week.

Again, the dispatcher apologized for the technician and informed me that he could come out on Saturday. Needless to say, I was beyond myself. I was very firm with her and insisted that the technician come out during the remainder of his day on Friday, because again I was willing to stay home to wait and get the air conditioner repaired. The dispatcher was not listening to my requests or frustrations. She just sounded like a recording that she was sorry. In the meantime, we borrowed fans from my sister and mother, so that we could have one in each of the rooms that are always occupied.

I called a company, Air One, and scheduled an appointment with them for repairs. They not only called to confirm the time and date, they actually got here about 20 minutes earlier. Well, on the day Air One was evaluating my air conditioning unit, the Sears technician called that he could come out and see my air conditioner unit later that day (Monday, July 13). He never called to ask if I was available and neither did the dispatcher. I mentioned to the Air One technician what was going on, and he couldn't believe it. Unfortunately, the repair costs were high, and we could not pay to service our air conditioner.

We paid a lot of money for our Sears MPA, and they should follow through on their service promises. This is not the first time we had problems with Sears MPA, but we always thought it was a "worth it service." Several years back, the same thing happened. Our air conditioner broke down. It took Sears six weeks to finally come out. In May 2009, we called to have our washer looked at, because it was making a distinct noise. We didn't want to wait for it to break down. They didn't show up until four attempts later. In the meantime, we were going to the laundromat every other day to wash baseball uniforms and work clothes. We must have spent about $500.00 that month alone on washing, drying, and gas.

We heard the same excuses: The technician is tied up, he showed up but no one was home, he called and no one answered, and the appointment time and date is different from ours. We have heard them all. Oh yeah, but they are always "very sorry." I'm sitting in a home with no air conditioner, and it has been above 95 degrees on a daily basis for two weeks. In the house, it gets so hot that we leave to the park, our neighbor's house, or a store to deal with the heat. It is very discouraging to have such a reputable corporation allow this type of service, actually "lack of service," to continue. Their contract should stipulate that "in the event that Sears fails to show up and/or call to let consumers know that there are time restraints, we, the consumers, have the right to call any other service repair company and Sears will reimburse us, the consumers, of all expenses."

Sears really tries to make it seem like they are busy and that they care about our concerns and repairs. If they are busy, hire more technicians to show they care about consumers. These are trying economic times for everyone. We have to be careful with our jobs. We can't keep missing days from work, waiting for Sears to say they will be there and then they don't show up. We could lose our job for missing days from work. Sears needs to keeps their word about when they are showing up! I will not purchase one single item ever again from Sears!

When I got home, I redid the math and, sure enough, he did not take the extra 10% off. So, I called and he still insisted that he took it off, but when I told him that his math was incorrect, he just irritatedly asked me how much they owed me & told me he could take it off over the phone. Well, he still did it wrong and only took off some of what I was owed, which I didn't find out about until the next day when I checked with my credit card company. I called back to speak to a manager and at first he too actually started to argue with me and insisted I was charged correctly to begin with. I then told him to get a calculator and figure it up right then. He did and of course, saw immediately that I was right. He corrected it, or at leas, I hope he did - I guess I'll find out when I get my CC statement.

Another gripe I have deals with delivery time. I paid quite a bit for delivery, but my stuff won't be delivered for more than 2 weeks, which is ridiculous. I'm pretty dissatisfied. I could have gone elsewhere & had next day delivery. I have all Kenmore appliances, but I don't think I'll replace them with Kenmore unless Sears makes some serious changes in regards to customer service.

After sitting and waiting all day, I called the 800 number again on Tuesday, July 14, 2009 at 5:30PM to ask why the service guy never showed or called. Oddly enough, the operator located my current address and number in their system but didn't show any other information about the washer/dryer or the scheduled appointment. Does Sears really hire people that are that incompetent? I asked to speak to a supervisor and was connected with someone named Emily. I indicated that I was not happy with the situation and had rearranged my schedule to accommodate their service timing.

Since they had messed up on their end, I was asking for a shorter service waiting time on the rescheduled appointment. Emily indicated that they could not offer that and that they only offer between the hours of 8-5, therefore, I will spend another day waiting for service. Not only that, the next available service date isn't until Friday, July 17, 2009, the day before my scheduled family vacation.

On the 9th, I called Sears as I wanted to pick it up. They run me through the hoops and I ended up talking to someone that I couldn't understand. I ended up at the store and I’m not at all happy that I talked to 3 people and no one apologized for the crap I'd been put through. I got it taken cared of, but I’m not at all happy as I feel I was a real burden and I wish now that I would have just cancelled the order. I’m discussing this with my son and he had bought 2 new TVs on back order. They never called upon checking on it. A mistake had been made on the phone number and the order had been cancelled. How in hell you’re still in business? I haven't got a clue. My building is going up next week and I will be spending $1000 more and I was planning on Sears, but I doubt it now because you really suck. I'm sure sorry as I really wanted to support Sears.

I arrived at work at 8:35 am. Ten minutes later, I got the 30-minute heads-up call. They also left a message on my home answering machine at 9:44. It is now 10:35am, and there is no repairman in sight. It's almost 2 hours after the heads-up call. I was deliberately misled as to what time the repairman would arrive.

What they didn't tell him is that it would be a week from Wednesday - 12 days later! Once I realized it, I spent several hours on the phone with countless people at the repair center. One rep let it slip that the servicemen only go out on Monday, Wednesday and Friday. The reps repeatedly tell you to call back when the part comes and schedule a sooner appointment, but in reality, they do that to get you off of the line because I had two admit to me today that they have no sooner appointments. I then had to go through several more representatives to try and get the appointment made for the morning because we will be leaving town on the first. I mentioned the lemon law to one of the representatives and I was told that they had come like 12 times in the first year.

I don't know if that is correct or not, but I have no faith in anything that this company tells me anymore. The representatives will lie to you, the repairmen come once every week or two and usually not until the last minute of the day, and no one really cares. The extended warranty program is a joke.

I immediately called Sears’ 800 number and explained to them that I needed them to come out today. At 1:30pm, Gilbert arrived, took one look at the dishwasher and said he needed to order "a soap dispenser". The problem was not the soap dispenser; the problem was it was not going through the cycles. He did not even bother to check it running the cycles! I was told that when the part came in, we could call for another appointment. The part arrived on April 30, 2009.

Since I live in Washington State and my mother lives in California, my daughter-in-law made an appointment for Friday, May 8, between 8 am and 12 pm. She gave them her cell number so they could reach her directly since the phone at my mother’s residence was now disconnected except for messages. At 11:50 am, Gilbert left a message on my mom's telephone number that he would not be able to make it because he was "overbooked". My daughter-in-law called him, insisted that he needed to come as soon as possible. He said he could be there around 1:30 pm. At 3:45 pm Gilbert called my daughter-in-law and stated he was about 5 minutes away. She had already left the house and said she would reschedule.

She called to reschedule again for Wednesday, May 13, between 8 am and 12pm, guess what? At 12:30 pm Gilbert called (again) and stated that he would not be able to make it. Sears has now wasted 12 hours of our time. We have not heard from them in regards to this or any type of apology. I will never buy another Sears item and I am making it my life goal to tell everyone I know.

What irritates me is Sears has no records of this Transaction Settlement. So, their technicians tell unsuspecting consumers to buy a new water heater. If not for this wonderful plumber I would've spent $200.00 installation for a water heater I didn't have to buy.

We called Sears to see if we could get a serviceman sooner. We spoke to someone who would not identify where they were located, but she had an accent and sounded as if she was out of the country. She could offer no help and when we asked to speak to a supervisor, she hung up. They claim to have 24-hour service, but the girl said they were closed on Sundays. It is almost unbearable to live in the house. We need someone to check out this A/C unit now, but Sears shows no intentions of trying to accommodate us. We need help from somewhere.

Now 5 years later, I got a recall on the microwave for $300 toward the purchase of the combo. Well, the combo now costs approximately $3000.00. So I feel Sears is making money for themselves. The entire combo microwave/oven should be replaced by Sears, since they are one piece. I have checked with a local business, and I can get a replacement for about $2000.00. I want to have the product that I had known all my life to be very good to be replaced by Sears. If not, I will never have another Sears appliance.

8 calls were made to the appointment line between 10 am and noon on the repair day to find out what time the repair man would arrive. I was told that we would get a call directly from the service technician within a 1/2 hour to tell us. He never called prior to the noon hour to inform of his arrival. At 1:30 pm, 1 1/2 hours after his supposed arrival, he called to say he was on his way. I asked if he had the part on his truck and he said no because he did not know what was wrong with the dryer. I told him that the phone appointment center was to inform him of what was wrong and that he was supposed to come prepared to fix it, not assess it!

He never did show up. He did call to inform me he ordered the part, but that it would take a week for it to arrive. And once it does, he said to call and reschedule for it to be fixed. I vaguely remember going through this same ordeal last year for the same problem. I called Sears’ customer service and requested to speak to a manager and they did nothing except fluff me off. Why can't these big corporations like Sears be penalized for lying to customers when we pay good, hard earned money to them to help us when we need it? I am quite aware that I am not the only person that complains about Sears, so why are they not more compassionate about their customers’ wants and needs?

Finally, on June 10th, the fridge failed completely. We phoned on the 11th and were told a technician would come on the 12th to fix the fridge (apparently the parts were in -- don't know why they didn't contact us). Well, the technician didn't arrive on the 12th, and despite our continued efforts to contact Sears and get an updated ETA, we received no information, nor any call back to reschedule. So we phoned again on the 13th and were told that we would have to wait until the 17th for a technician to fix our fridge. Finally, a repair technician came on the 17th, and determined that the problem is not the problem originally diagnosed. He told us that the problem is the compressor, and that there are no compressors in stock. He also told us that we only have a 5 year warranty on the compressor, despite us being told on our May 12th call that we have a 10 year warranty.

I have phoned 18004MyHome about 12 times, and have been transferred to customer service about 8 times. I have scheduled four service appointments, have had only two honored, paid to have a problem misdiagnosed, waited a full month to receive notification of whether the parts we required were in or not, never received notification, finally phoned Sears again because the fridge outright failed, then learned that the original diagnosis is wrong. I have also sent an email to the home Sears email address and originally received a response from Karen saying the matter will be resolved immediately. This was on Sunday, June 14th, when I received her email. I have yet to receive any further communication from her, which really does not constitute resolving the matter immediately, does it?

I once again phoned and was transferred to customer service on June 17, and was told that someone from the Calgary Service Centre will be phoning us to discuss options and compensation. They were to phone my husband's cell phone by 4pm, June 18. Of course, no one phoned. In addition, customer service did not inform me on the 17th, that the part is no longer available. So I phone again today - June 18th, which is now one month and six days from the original request for service. I spoke with an extremely belligerent customer service agent who tells me that I was already informed by the technician that the part is no longer available and that ball is essentially in my court to deal with the issue. I corrected the customer service agent because the technician told us the part is not in stock, not that it is outright unavailable. Please note, the customer service agent did not mention on the 17th that the part is no longer available.

I was told today that Sears will only give me a depreciated value for the fridge against a purchase of a new one from Sears, which is unacceptable to me. I would have a fully functioning fridge at no cost to me if Sears still stocked the part, and I would expect the part to be available for the 10 year warranty period. The warranty can't be honored simply because Sears chose to no longer stock the part-- why should that cause me to incur addition cost? I asked who I may call to learn about what the depreciated value would be, and of course, I can't call anyone. I must wait for someone to call me.

I have been waiting since May 13th for Sears to call me to tell me when the parts to fix my fridge will be available. I have had two service appointments not be honored, then have been told that I must go to the end of the queue and re-wait my turn for service. I was informed by email that someone would resolve my issue immediately, and have had no further communication from that someone. I was told someone would phone us today to discuss options, but of course, no one phoned. And now I have to wait for someone to phone to tell me how much Sears will value my fridge against the purchase of a new one. I am not holding my breath for that phone call. Sears customer service agents are rude and have use bullying tactics to try to get customers to give up on their issues. $500 food loss $70 for original diagnosis $150 for thermoelectric cooler $2000 for a new fridge.

First, I received the wrong refrigerator upon delivery and now this! Sears Rebate can clearly see that I attempted to redeem my rebate but because I have four different receipts and nowhere on the receipt is mentioned that there is a postmark date, I cannot receive my rebate because the wrong receipt was entered! I will never shop at any of Sears stores again. I paid for the dishwasher in cash and now I cannot get what is owed to me. I am filing a complaint with the BBB and contacting Kenmore direct so that they know how their customers are being treated at Sears! I have contractors in my family that shop at store often, well not anymore. I am appalled of the treatment that I received from Sears Rebate customer service.

I wasted time and a lot of energy. I stayed home for their 4-hour window 6 times with no resolve. I do have other things to do and wasted my valuable time. I don't know of many people that can be at home for these large windows of time or pay for someone to be there. Please, if you value your time and energy, do not waste your money on cheap appliances or the warranties they offer. Kenmore is a bad appliance, a cheap appliance as is their extended warranties. Buyer caution here: pay for the high end or stay in the low end and suffer. I have always purchased high end and now I know that I had been the wiser. Sears, no. Kenmore, no. Extended warranty through Sears, no!

On June 9, 2009, I called Customer Service Department and advised them of the damage and situation. I was told by a representative that I would need to order a second unit from Sears using a credit card. Furthermore, I would not receive credit to my account for the existing damaged unit until it was delivered back to the warehouse. I told the representative that an additional charge to my credit charge is unacceptable and I intended to pursue this matter further. I also informed the representative that there was no way we would accept the unit in its current condition.

We are completely dissatisfied with customer service support pursuant to resolution of this issue.

It started having problems in July 2006. But they put freon in and said it was fine. Then the summer of 2007, it is no longer fine. They were at my home 2 times and the first time (April 28, 2007), they told me I probably have a freon leak but that it needs to be at least 80 degrees out to test for that and that I should schedule a follow-up appointment in July 2007. I asked how the unit would hold up until then and was told it would be fine.

Fast forward to a week later, no central air again. I called them again and was given appointment for a week later (May 19, 2007). The same guy comes (tech 0576108) and even though it is not 80 degrees was able to perform the freon leak test. So, he apparently found the leak and it is fine. Fast forward to a week later, we are now talking 95 degree weather. No central air. I called them again on May 23, 2007 and asked them to please accommodate me on the coming Saturday as I could no longer take days off work on such short notice. They would not.

everything and said it was fine, but they think the unit was too small for the second floor and that is why I am having issues. Then I called another contractor who came and said the unit was definitely too small because there were no leaks and the unit was functioning fine but it simply could not cool the house with the heat because it was not big enough. So, I made the appointment for them to come the 3rd time (scheduled for July 5, 2007). I made the appointment 10 days ago and took the day off work and waited all day. I called at 4:45pm and was told by their customer service rep (Sharon) that he is at the previous house and will be here shortly, just running behind is what I am told. So I called an hour later again, was now told by Jaclyn the tech called out sick this morning. I asked to speak to a manager (Dionne) and he said he could only get an appointment for July 11th, 6 weeks away with no cold air. I asked to be accommodated since it is 80 degrees in my home and could they come tomorrow and they said sorry, but no.

No one called me to tell me they would not show up. I spoke to as many managers that I could and they can't come back until July 11th. I cannot afford to take another day off and it is going to get hot out. I lost $300 of pay just for that day. Then I spoke to their legal department who sends over another contractor. All I keep hearing is that the unit may be undersized but should be okay. But it wasn't okay. It wasn’t working and everyone they sent from their side said it was okay. Every one we hired to look at it said it was too small for the second floor.

We went through this again in the beginning of summer 2008. We called them they told us they couldn’t help us even though we have a warranty and the unit is not working properly. We had no choice but to shell out thousands of dollars and put in another unit. We put a 3 ton unit upstairs and we had no problems for the rest of that summer. On April 27, 2009, their unit died finally. They never fixed it properly to begin with. They have not shown up to repair on the following dates even though we were scheduled. (May 6, May 13, May 19, May 22, June 4, June 6) I have a repair contract still in effect. We have been without central air for 6 weeks and we keep taking days off of work and they simply do not show no matter how many times I call them to confirm throughout the day.

Additionally, I had spoken to a technician named Jeff who said we should just give us a new condenser unit. I told him they said we need a new compressor on the unit but it has been so faulty for 3 years we felt we deserved a new unit. He agreed and called my husband later to tell us new condenser unit, which he clarified again (not compressor) was ordered and gave us the model number on May 22. I then spoke with Jamika from the Sears Executive complaint department who also backed this and emailed us in writing the condenser unit is ordered. I then speak to Brian from the same department who said no. He tried to tell us they had the wording wrong and only the compressor unit would be ordered, even though each time we spoke to someone there, we clarified the condenser was a new unit and again I have this in writing. They also promised us a $150 Sears gift card. A very small compensation considering all the days off work we took and they never showed and that they would reimburse us for the window air conditioner unit we purchased. That remains to be seen. We were promised by Brian from Sears they had strict orders to come on Saturday, June 6. I called 4 times on Saturday and was told they are coming. At 4pm, I got a call from Sears. The technician was not working so no one would be coming. I would like all that was promised to us, a new condenser unit and a company of our choice recognized by the BB to install it so we can depend on them. As well as the gift card for each time they decided not to show up and the refund of $250 for the window air conditioner we had to purchase to keep cool, as they have been breaching our contract and not showing up. Brian can be reached at **. Many thanks.

I then called Sears Customer Care and credit must be given where credit is due. The agent was super nice but she wasn't able to help much because the system gave her no useful information to impart. First, she told me if a merchandise wasn't available to pick up in a store, my order shouldn't have gone through. When she tried to find out what was going on, the system simply indicated that the merchandise was out with no estimated date of arrival. Yet, Sears charged my credit card as if I already took the merchandise home. She also couldn't tell if any other Sears in my city had the item in store but I could look it up online, while I was on the phone with her, that another store had. That tells you how inefficient Sears' inventory system is. Then I asked if they could send the item from that store to the one I was supposed to pick up. She said their system couldn't do that but I could keep calling back to check if they had new update on the delivery date. Amazing, what hoops I've to jump through. If I didn't call, I'd just be waiting. They don't inform you when they run out of stocks.

Then I emailed Customer Care to see if another agent could do something. I was then told to order it again for home delivery and Sears would reimburse me for the shipping charge. Okay, that's good only the problem was that Sears.com stopped taking shipping order and I could only do a pickup (from a very faraway store). I replied with the info and asked what other solution they could give me. The next day, they had the nerve to just cancel my order, without my consent! The rub is that I placed the order when the item was on sale and I used a coupon to bring the price even lower. I don't understand why they couldn't just keep the order and charge my card when they ship the item and let me, the customer, decide whether I want to wait or not. Of course, now they don't have to sell it at the lower price. So aggravating. They won't last long with this kind of retailing misstep.

When we called the Sears service center to ask for help with the repair bill of $9- and some help with the repair due to being misled, (we felt it was possibly deliberate), they said it had been too long since the initial service had taken place and our request for consideration with this. They stated they could do nothing.

I wasn't satisfied with this and asked to speak to someone in charge. I never got that opportunity, they just returned to the line after putting me on hold and said they would investigate and get back to me. They refused to give me a time frame as to when they would get back in touch. It's been 4 weeks and we haven't heard a word from them. We felt that the service man was hoping to take the TV and fix it himself, then sell it. But since my daughter didn't relinquish her "useless" TV, he didn't get that opportunity. We have no proof of that, but it seems reasonable as an explanation after speaking with the independent repair person who stated that the repair wasn't difficult, just costly to a consumer in terms of labor.

I was so upset I completely broke down. I demanded he call a supervisor and let me speak with them. The "parts" were in a location less than 2 miles from my home. I offered to go get them. I was told that is “not our procedure.” I asked him to get them. I was told it was “not our procedure.” He calls a supervisor and gets no cooperation but does not let me speak to the man. I was irate at him. He called again and another supervisor was on the line. He told her I wanted to speak with her and that I was very upset.

He handed me the phone. She demanded that I put the "tech" back on the phone. I told her he was putting the dryer back together, which was scattered all over the place. She again "barked" put the tech back on. I repeated the dryer and asked if she would just listen to me. She hung up on me! I handed Bernardo his phone, told him she hung up on me, and then completely broke down. The day before running back and forth from work to the laundry mat I managed to fracture two small bones in my left foot. I am currently a cancer patient at Hackensach Hospital, and both physically and emotionally this has been horrendous. I still do not have a functioning dryer and must wait for the parts. The biggest problem is the manner in which I have been dealt with. I have been lied to, hung up on, denied access to anyone in authority and left helpless with who to contact. My back has been thrown out. I broke my toe and I am so emotionally drained and it is the worst thing you could do to a cancer patient. Shame on Sears.

Once again, we rescheduled (for the 3rd time) for the Friday before Memorial Day Weekend so we could have the grill repaired for the holiday. He called and said he would be out to our house after finishing 2 more customers. At 5:30, 30min after his allotted time, we called him and he answered. My husband identified himself and the technician hung up on him. We, in turn, had to cancel our holiday party because we had no working grill. I called Sears and placed a complaint. All I got was, "I'm sorry, you must be frustrated. Let's reschedule!" Once again, we rescheduled for the 4th time for yesterday, May 29th, and Sears called that morning to say he was not going to be able to come out after all. This was the 4th cancellation and the 4th time we've taken off work to be here during the allotted time.

After a long conversation with problem resolution, they said they were so sorry again and said they would give us a $75 gift card. I told them I didn't care about the gift card, I wanted my grill fixed. They rescheduled us for June 3rd to have the technician come back out. They called today, May 30, to tell us that it wouldn't be June 3rd after all. However, it’s now June 5th, and she could not guarantee that he would be there. Furious, I called Sears and spoke with a person who said they are the highest in the company. He asked what he could do to rectify this. I told him I wanted a comparable grill delivered to my door so that we didn't have to deal with a technician anymore. He said, "Oh, I'm sorry. That's not what your agreement allows us to do. You're getting a gift card Mrs. ** for your trouble and time off work!"

Like that would be comparable to my time off. After I asked who was the top person I could speak with, he said it was him and that he was at the mercy of the stupid technician to come out and make his service call. When I explained that we had paid for this service already but Sears wouldn't give us the paid for service, he said, "I'm sorry, there is nothing we can do about this!" This is beyond ridiculous. We paid for a service that we cannot seem to actually get. In the meantime, we have a grill that we can't use, we have to cancel parties, take time off work to sit here and wait for the phantom technician to come, all of which we have no control over.

We called to find out where the part is since it was supposed to be here on Monday May 25. They gave us a tracking # for the old part. We just got put on hold. We called the Sears store manager and found no satisfaction. It is going on a month and we have a $2,900 TV on our guest bed, waiting for parts. What good does a 5-year agreement do when the store manager says she can't help us and the warranty phone number is not good, unless you want to be put on hold for 45 minutes to be given an old tracking number?

Two visits ago, the mechanic stated that due to the equipment history and the quantity of services in recent times, the equipment should be replaced. He advised we needed to ask for a mechanic supervisor and ask for a new fridge. When I called last week, I specifically requested the visit of a mechanic supervisor, which is what he proposed to finally solve this situation. Again, a mechanic was sent. Again, the equipment is not working properly, immediately after being serviced. This is outrageous and I cannot tell you how upset and frustrated we are. Needless to say, we feel that this service agreement is a waste of our money and a test for our patience. Can you please explain to me what will it take for Sears to really do something about it? Sending one mechanic after the other, having to wait for weeks for a compressor or else, etc. is a weird way of saying you care. We do not feel serviced at all and, after many years as Sears' customers, it is highly unlikely we will ever sponsor or recommend Sears again.

Even you as Sears employees would probably feel the same way if you experienced what we have had to. If I had the time, I would have already formalized a complaint in the Consumer Affairs Board because you are certainly not delivering what you promised and what you are billing for. This is our last effort. If we obtain no reply from you this time, you win. We will no longer ask for a repair or an equipment replacement and we will no longer sponsor your store. Feel free to contact me shall further information be needed.

After looking at the machine, the technician phoned me to tell me that it was not worth repairing. He said that the transmission had a faulty bearing, or something like that, and that I should just buy a new washer. He asked for a credit card to bill the $82.50 service charge to, and I declined, saying I wanted to talk to customer service before paying. He subsequently told the tenants that the machine would go for a few months longer, and told them it was good to go (i.e., to go ahead and use it).

Two days later, I got a call from the tenants telling me that they had just used the machine for the first time since the Sears repairman's visit, that the hose for waste water had not been reattached properly, and that there had been a flood with water going through the laminate kitchen floor onto the furnace below and into the downstairs apartment. I notified Sears immediately, then waited for a callback. It took several days for them to send someone over, and then all he did was photograph the washer, presumably to ascertain culpability. My upstairs tenants (both professionals) were with him while he looked around. They said it was obvious when he looked at the machine that a hose had not been clamped on properly. That was the end of Sears' involvement. I tried calling customer service a few times and was told that their insurance company would contact me immediately. No one called and I was told not to call customer service again, as they could not help me. In the meantime, I had 2 apartments with wet flooring and other damage to contend with.

Ultimately, I called a restoration company, which directed me to call my insurance company first. I was told to deal with the water damage asap before it precipitated further damage. My insurance company took over immediately, saying they had to beat the clock on mold formation. They had water extracted from carpets, removed underlay, removed the ruined laminate flooring, tested walls and cabinets, placed dehumidifiers and fans throughout the apartments, etc.

Nine days later, an insurance company representing Sears contacted me, but indicated they knew nothing about the problem and would wait for information from Sears. That was 17 days ago, and though I tried calling them again, there has been no action on their part.

Because I went through my insurer, I have now paid a $500 deductible, and will no doubt get a rate increase. I will also have to pay my tenants' deductibles for damaged property, and am facing a kitchen redo that will take up a good chunk of my time. Sears has been completely absent during this process concerning a problem that was obviously caused by their negligence. All I have received from them is a bill for the repairman's visit which I had initially refused to pay (luckily). Interestingly, as I do not live in this city, and don't have my records here, I don't have my original purchase receipt for this Sears house brand washer which may still be under warranty. Sears mysteriously has no record of the purchase, telling me only that it was manufactured in 2005. However, based on the tenant it was purchased for, I know it was bought in 2007 or 2006, most likely with a gold card that would have doubled the warranty.

I am appalled at Sears' lack of concern concerning a problem caused by one of their employees [I had asked him when he called me if he was a contractor or worked for Sears, and he said he worked for Sears], and that they would leave me to deal with the fallout with no guidance whatsoever. My upstairs tenants, whose living space is small, have been using a pulled-apart kitchen for almost a month, and have had to put up with workers coming in, loud fans running continuously, etc. Additionally, my insurance company has told me that it may be impossible to get compensation from Sears, and that claims between insurance companies can drag out for years.

Though I have bought many appliances at Sears, I will no longer deal with them. Frankly I don't care if they join other retailers that have been victims of this economy. Just bought a new dw at Home Depot today - a company with which I have had a long relationship and that has never given me any problems.

They assured us they would be here at 5 PM and call us when they were on their way. I called at 3 and was told they had been in touch with the technician and he would be there by 5. I called again at 4 to confirm he was coming and was told dispatch would call us. They did not. At 5, there was no technician. I called again and was told he would still be there. At 5:45, he called and said he was on his way. He was a half hour away. At 7:24, he is still not here. The technician said he had never been contacted by the company.

Every single person I talked to at Sears lied. They cut me off on the phone three times. I wasted all afternoon and over an hour on the phone and they never showed up. Do not deal with Sears Home Repair!

The rep now offered a Thurs AM appt. But this was Sears' mistake! We have no hot water! Strike two. I called the local plumber to come diagnose and possibly repair. On Wed. 8am, the local plumber showed up exactly on time. He said the gas control valve was faulty. On Wed., I called various Sears’ numbers, got redirected, but finally got to speak to the dispatcher. I advised him of the plumber's finding, and he said we need a service tech to arrive the next day with that part. Don't show up for a wasted trip without the part.

On Thurs. AM, the Sears tech showed up as scheduled. He was very experienced, many years with Sears. He said he had three valves on the truck but none were the right size. Besides, it's really a failed burner assembly. But he'll order both; they'll be shipped to our house to arrive four days later(!), then they'll schedule a repeat visit to install them(!). I told him we'd just pay the plumber to replace the unit. Strike three. So if you can wait without hot water (or heat, or a refrigerator, or...) for a week, then Sears will honor the warranty. We won't be having that problem in the future.

The next day, he and Sears somehow located the water heater after we made a couple more calls to Sears. The third party plumber sent out the "technician" to change the tank. We had been told there could be a charge for replacing old plumbing if necessary to meet the codes. Since our last installation was only 4 years old, we were told this was unlikely. The technician came and promptly wrote up an estimate that included $185 for 2 flexible copper pipes to replace the 4-year-old ones. He told me he was required to change those every time he replaced a water heater and that this additional charge was based on Sears billing. He also added on $50 for hauling away the old tank. Then he wrote up the invoice in final form and it came to $299! I asked how $285 + $50 got to be $299. There was an additional $35 since my tank was 55 gallons and therefore over the 50-gallon price of $50. The extra 5 gallons apparently cost me $7/gallon and there was a fee of $29.95 for "truck supplies."

I called Sears after arguing with him about all the additional fees. He called his manager. Sears asked to talk with the technician. I know they asked him to describe "truck supplies" as I heard him say it was "a kind of tax" they add for anything they sell in addition to the regular installation process. The Sears representative, Sandra, told me the plumbing company would not be charging me the truck supply fee nor the fee to haul away the old tank. I complained that the cost for changing the copper tubing was exorbitant and unnecessary. Such tubing I told them might cost $40 or $50 for two sections the technician showed me. Indeed I found the tubing for $24.21 each in my first search online. That would mean the third party plumbing company was charging me about $135 for removing the old copper tubing and replacing it with the new. This would require disconnecting two joints connecting them once again in addition to the work required to simply hook the water heater to the supply line. Furthermore, while both Sears and the plumber said this was required of the code, they also agreed they had not checked the code in my county and neither party was from Santa Barbara County where I live.

I agreed to the installation and the $185 despite my dismay over this outrage. The Sears manager told me $185 was a standard price. He also said that the price was determined by the plumbing company, not Sears. The technician steadfastly maintained, "Sears makes us charge this price!" Three party negotiations do not favor the consumer. The technician asked to use my dolly. When I asked him about his own, he said he broke it. He would not tell me when. I told him I don't have one. In the meantime, his manager called him again and refused to take away the old water tank for less than $85 again. I told him to leave the tank and I would arrange for it to be removed. He left and half an hour later reappeared with another technician and truck. I didn't see them move the water tanks as I was on the phone with Sears again. Sears said the plumbing company must remove the tank at no charge.

When I returned to the cabinet for the water heater, the technician had completed the installation including the very easy hookup of my new $185 flex copper tubing. He agreed to take the old water tank at not extra charge. He handed me a final bill for the copper tubing and $75 for removing and replacing the door to the cabinet. I told him I would have removed it for him had he said it was necessary and obviously it took him less than five minutes as he completed this whole task so fast. Again, he said this was the fee Sears requires.

I called Sears once again and attempted to pay the $260 bill by credit card to get this done with. Debra at the "billing" office then informed me there would be no charge for the copper tubing though she didn't know about the door. She then called Sandra who told me indeed I would be required to pay both fees. However, no one could figure out how to take my payment. I finally wrote a check and gave to the technician. He asked me to make it to Sears!

I left out the number of calls in this description. It went beyond numbering. This took 4.5 hours, most of it in paper writing and phone calling and driving around looking for a dolly. I also neglected to say the technician was late by 45 minutes after he called to say he was lost. Lost in this case meant he could not find the major highway that comes to my crossroad where I agreed to meet him to guide him to my house.

I fail to see any reason to buy any appliance from Sears that might require their "service" or installation. I did get a replacement water heater, but I still have water on the floor the technician failed to clean up before putting the new tank on top of it. The last water heater lasted 4 years. Will this one?

The guy called us and told us to just get a tube of caulking and go around and caulk them ourselves. So we called Sears back and even though we demanded they not send the guy back to our house, there he is with another older more competent man to babysit. So they re-caulk. The back of the house looks like a kid did it with caulking everywhere. I did not call Sears about that because I just wanted the whole thing over. So fast forward to 2/1/09. Ice begins to appear inside the big bay window over the kitchen sink. Okay, I called Sears again. They will pay for the glass to be replaced but I have to pay for the labor. Get estimates. I called to get estimates. The window company that came said, "No wonder the seal failed. They did not build a roof over your bay window." A roof? Why, yes, in fact, all bay windows need to have some kind of roof over them. Who knew? It gets worse.

Now, months later and after several conversations with Sears that ended in me crying, I have given up and accepted the fact that I will have to pay for the labor and the roof over my bay window. I have another company come out to estimate both the middle and side window now because by now, the side window in the bay is failing too. He says, "Your missing roof isn't your only problem. The window is pulling away from the house because the cables were not installed." Cables? Yes, cables. Apparently, big bay windows are installed with cables attaching them to the house so they don't fall out. Well, not my big bay window but normally, they are. So now, I called the Attorney General and Better Business and neither can help me because the labor was only warrantied for one year. I hate Sears so much that I even stopped watching extreme makeover.

It's been over a month. I'm heating in the mornings and on chilly days with my gas stove. I called Sears cards. I called customer service. I told them to come and get this furnace. I am not paying for something I can't get fixed in a few hours when it's cold. I am lucky it's not the middle of winter. At this point, I just want them to come and get it! I am not paying for it!

My husband heard what was going on and asked the man to leave till we called Sears to ask what was going on and why he asked for a credit card before anything was done; he had not even looked at the dryer. Well, we got the runaround. The Sears Customer Service said, "No, you should not have to pay anything because it's under a warranty." Then the Service dept or the company that works for Sears (we don't believe they are part of Sears because they have a different truck) said that she had to pay $79.95 for the technician to come out and look at it, and if we did something to it, we have to pay for the parts. I told this person, "This is wrong," and as you can see, they keep wanting to blame the customer for a dryer that doesn't turn on. Anyway they are coming tomorrow. There is power going to the wall switch and the switch on the dryer and the fuses are all good (electrician looked at the power for us).

This is the worst company to deal with. My mom has to pay for someone to come look and fix a dryer only 8 mo. old. What are they doing selling bad stuff to make more money? Before this, my mom had another dryer from them that did not heat up. They talked her into getting an extended warranty and they keep changing the motor so much that they started charging her (instead of $65 a year) $165 a year, till I found this out. So to date, it has been 2 weeks to, hopefully as promised, get here to fix the thing. But the story continues ...

Clearly, this AC has a defect and now we want a replacement. However, Sears do not want to replace this unit that has been repaired more than 8 times since we bought it. This situation is very frustrating since we have to spend several hours. We are transferred to different departments and it is nobody's responsibility. Interesting, Sears do not have records of all the times that the technicians have come to repair this AC. Please, I need advice. Thanks.

The store manager wasn't in so they sent the manager from Home Improvement, John. John proceeded to walk over with a print out of the Kids Advantage, and it went along with what I was saying if the clothes were worn out. Both Kanisha, manager over Children, and John, manager over Home Improvement, still did not do my exchange. I shop at Sears all the time and i have never had a rude experience in my life. Sears has lost a very loyal customer!

I had a plumber set to come in on Monday, 4/27. I paid a private source to have water heater delivered on Saturday, 4/25. I asked that the water heater be inspected. Delivery opened the top of the box and said it was fine. There were big dents in the box, but they said it was protected. When the water heater was in my home, I took it out of the box and there were three huge dents at the bottom of the water heater and a crease. I called to report the damage and was told to bring it back. Again I arranged for a private person at my expense to return. On Monday, 4/27, I was told another water heater would be delivered. I do not have hot water. The water heater will not be delivered to the store until 5/6 and delivery is on 5/7. No hot water for 3 weeks.

I called, asked for an emergency delivery and was told it cannot be any sooner. I asked if I could just get my money back as I no longer want to deal with the Sears resolution center. I have spent 8 hours in phone calls trying to arrange for replacement. I was told "Sure, cancel your plan and you will get the prorated price of the $30 protection plan." I was requesting the price of a new water heater. That cannot be done. I will never buy another Kenmore appliance and advise that unless you have unlimited time to make telephone calls, wait around for a service technician and do not care about having the basics in life, buy Kenmore.

The incompetence of whoever let this microwave get out the door without instructions has caused several people their time, money, and frustration. Someone needs to be held accountable for this. In a time where our country is in recession, people should be thankful they have a job and that people are actually still buying products they produce.

Price Protection Policy: "Buy with confidence from Sears. If an item you have purchased from Sears goes on sale for a lower price within 30 days of your purchase, Sears will refund the difference. To claim a Price Protection Policy adjustment, go to your original Sears store where the purchase was made with your receipt. If your purchase was made on Sears.com, please send your sales check number and item for which you are requesting a price adjustment to priceprotection@customerservice.sears.com. You will be given a refund for the difference of the original selling price and the current advertised/reduced price. Unless otherwise stated, promotions with a specific time window such as early open specials and one-day sales will be honored under the Price Protection policy only if the receipt is presented during the promotional time window."

On April 23rd, I sent an email to ** requesting that they honor the Price Protection Policy and refund the $100. The reply I received stated the following: "We understand wanting to get the lowest price possible on your purchase of the Garden Oasis River Stone 7-Pc Dining Set, item 07180141000. We regret that when we check the price online, it is listed for more than your price of $599.00. Actually it is presently listed at $799.00. We checked the current ad and the upcoming one for April 26 through May 2 but did not find this to be on sale."

I replied to the email with more detailed information regarding the ad and questioned whether or not Sears was going to deny their own policy. I received no response. So, on April 24th, I phoned the customer service area and spoke with a representative who supposedly spoke to a supervisor and was told that I would have to obtain my refund directly from the store, even though I bought it at sears.com. I phoned our local store and was told the opposite that because I ordered it online, I would need to obtain my refund online. The store representative stated that payment for the set went to sears.com, so the refund should come from them as well. However, she did say that if I didn't make any headway with sears.com, she would go ahead and figure out a way to honor it.

I then immediately phoned customer service at sears.com and asked to speak to a supervisor. The supervisor, Ryan, asked that I would fax a copy of the ad to his attention and he would reply via email the next day. The fax was sent at 3:10pm (local time) on April 24th. I did not receive a reply from sears.com until 9:11pm on April 25th. The Price Protection Policy states that Unless otherwise stated, promotions with a specific time window such as early open specials and one-day sales will be honored under the Price Protection policy only if the receipt is presented during the promotional time window. Wanting to be sure that I received my credit, I went to the store, before they closed, and asked that they would honor the policy there. It was obvious to me that my local store has had several problems with online orders and online customer service.

On top of all this, on the front page of Sears April 26th ad is our dining set at the price of $499. I thought that somewhat ironic as the initial reply received from customer service was that they could not find the set on sale in the April 26 through May 2 ad. As I am writing this letter, on April 26th, I went onto sears.com so that I could directly quote the Price Protection Policy. Then I noticed that Sears was advertising a Midnight Madness sale where Lawn & Garden items had additional discounts. Out of curiosity, I added the dining set to my cart and realized that there was an additional $50 in discounts, bringing the price of the set down to $449. At 7:00pm (during the online sale hours) I sent an email to customer service requesting an additional credit of $50.

On the morning of 4/27/09, I received an email from Customer Service stating: "We are sorry to hear the price of your merchandise is now lower than your initial purchase. However, the 'Midnight Madness Sale' is a special event. Please note that special events are excluded from our Sears Price Protection Policy. We regret to inform you we are unable to apply this discount to your order. Again, we do apologize for any inconvenience this may have caused you."

I immediately replied stating that, nowhere in Sears Price Protection Policy does it indicate that special events are exempt. As a matter of fact, the policy states: "Unless otherwise stated, promotions with a specific time window such as early open specials and one-day sales will be honored under the Price Protection policy only if the receipt is presented during the promotional time window." My original submission of the request for a refund was clearly within the promotional time window! In my response email to customer service, this quote from the Price Protection Policy was included. I requested that my qualification for a credit be submitted to a supervisor for review. As of 15:30 on April 27th, this issue has not been resolved.

In addition to this fiasco with Sears Price Protection Policy, I must express my great dissatisfaction with Sears product quality. In the 20+ years we have been married, my husband and I have bought almost nothing but Kenmore for our major appliances. This will no longer be a consideration for us. In 2005, we purchased a Kenmore front-load washer and dryer, as well as a Kenmore refrigerator. We also purchased a 2-year warranty protection plan. We have owned these items for less than 4 years, and the quality of the items is extremely disappointing.

While the items were under warranty, we had to replace the ice maker and one shelf in our refrigerator. We also needed to have a technician come out twice to check the thermostat on the fridge, as no matter where we seemed to set it, food items in the back of the fridge on every shelf would freeze. Also, while under warranty, we had a technician come out twice to take care of a squeaky sound that the dyer made while running. Even after 2 visits, that squeak still persists. Now that the dyer is no longer under warranty, and we are thoroughly disgusted with Sears supposed repair, we have opted to live with it.

In addition to the squeak that has never been fixed, the computer on our washing machine is now on the fritz. Almost every light comes on when you start the washer making it impossible to determine the setting that the washer is running on. In addition, EVERY SINGLE shelf in our refrigerator is cracked. Unbelievable for appliances that are less than 4 years old!! Although Sears Kenmore appliances have been our number one choice in the past, I regret to have to say that they will not even be a consideration in the future. Between the poor product quality and the less than satisfactory customer service, we have chosen to no longer shop at Sears.

I have a Sears major credit card. I will be cutting that up and I will never purchase another item from Sears unless they make good on their very obvious mistakes. When scheduling repairs in today's world, a more timely, accurate and reliable method is necessary for this company. For such a long standing company, it really does not care about its customers. I am a professional and if I performed as Sears does in my job, I would not be employed. When registering complaints in the previous 2 years, not so much as a phone call or e mail from anyone. Thanks for absolutely nothing Sears, but 3 lost days of work and a very long, scruffy lawn. Oh, by the way, when I asked if they could come out on a Saturday, I was informed that they do not make service calls on the weekends. Funny, I had to spend Saturday, catching up with my work.

After placing my order on 4/16/09 and emailing them back, I received another email on 4/17/09 stating the order had been cancelled and the offer had been retracted. However, as of 4/18/09, my money has not been returned. They stated pricing errors were rare and unintentional but posting 5 different prices on that web site in one week is not rare and emailing me stating I could buy it at this price was not unintentional. They are practicing false advertising and taking my money for a product they do not intend to deliver.

Unsatisfied, and convinced the problem lay with the water pump, I called Sears back a few days later and ask that they send someone else out with the proper parts, to perform a true assessment, and not to charge me for the 2nd service call. They refused. I hung up, and called a local service. Within four hours, for less than $280, I had a new pump, a cleaned filter and hose, and the machine running like new.

As I really wanted my dishwasher in time for a large Easter dinner I was putting on, I rescheduled some doctors' tests that were for the 8th of April, as well as booked a day of vacation to be there. At 2:30pm on the 8th, I called Sears Central to ensure someone was indeed coming, as I was getting nervous that they wouldn't come. At 3pm, the repairman did arrive. He walked into my kitchen, looked at the front of the dishwasher and without even touching it, advised me he couldn't work on it. When I asked why, he said because it is a GE and they don't work on GE's. I was furious! I asked him why Sears Central didn't tell me this, and he just said, "Oh, they will take any service call."

After he left, I picked up the phone book and blindly picked a number out. I called and they came within the hour and fixed my dishwasher for only the cost of the service call. We have bought literally thousands of dollars of merchandise through Sears over the past few years. I am seriously considering never buying anything from there again. I have never had such horrible, lousy service. It was a complete waste of my time and the service repairman's time, as he could have been scheduled to go to a house where he actually could fix the problem.

Sears has dragged its feet and was argumentative on the phone with my wife during a 1.5-hours session and 45-minute session. To date, Sears has refused to replace these appliances. When calling them, we often get the runaround. There is an extensive search in their database where they initially can't find us since we are categorized by our phone number. We were moving to a new home at the time of purchase of the appliances and were unable to ever get our current number updated with Sears. They then contend that we have contacted the wrong section of Sears since the appliances were purchased online. Even when we reached the appropriate office, they are unhelpful and make no statement that would leave us to believe they intend to honor my written request or proper repair of the appliances.

My wife called them today, and once they managed to find our records, only spent time insisting that our warranty expires on April 30 of this year. I have copies of email correspondence with Sears as well as a copy of the letter I wrote. What I had initially thought was a nearly $4,500 investment in top-of-the-line EnergyStar rated Kenmore appliances has been nothing but a disappointing nightmare. Sears clearly counts on most customers giving up after trying to negotiate their multiple bureaucratic hurdles. To make things more frustrating, I continue to get unsolicited letters from Sears recommending to me that I sign up for their extended warranty program.

My husband and I then went back to Sears to notify the manager of our bad experience. Instead of apologizing he told us that we probably didn't understand her because we weren't familiar with how people from the north treat others. He said she was from Chicago and that is just how people from that part of the country talk to other people. He went on to say that we weren't the only customers who have complained about her, and he had talked to her before but she just didn't understand.

He then asked us "What do you want me to do about it? She comes to work every day and is on time. I can't expect much more from her than that." Then he said she "has just as many customers who like her as customers who don't like her." He refused to acknowledge her poor behavior and lack of people skills in any way! I have worked in customer service for 20 years and I was appalled! This store obviously has no concern for their customers and it is beyond me to understand why a manager would defend an employee who has just cost him 2 very good customers.

The picture was affected immediately, and the crack got worse and worse. I was told when I went back to Sears that should not have resulted in the damage, but they were sorry and neither the local folks nor the customer service and warranty personnel were able to help me, saying they were sorry, but it is not covered by either Sears or Element electronics.

The contractor the store uses refused to come out to my residence and actually went as far as to cancel the work order AFTER I have paid for installation! So Sears has left a bad taste in my mouth BIG TIME! The customer service is BEYOND poor! I am sick and tired of being given the run around. Had I known this was their MO, I would have NEVER given them my business. My 90 days is up at the beginning of APRIL and NOTHING Has been done to remedy this situation!!!!!

I asked for a manager and was brought to someone claiming to be the Store Manager who sat on a pallet indifferently and told me my merchandise must be special ordered despite being told previously that my bench was in stock and awaiting my arrival. I asked what my options were and he said either wait or cancel my order. He obviously didn't care as he didn't look me in the eye and made reference his employee saying I was rude without asking my side. Wow? I went home, canceled my order online, and gave feedback about this through Sears.com. I never received any feedback by email or phone.

A couple of weeks later another tech came out and replaced it and problem remained. He gave me the same advice. It should be replaced; it’s brand new, never used. He said it probably needed a transmission. I have called several times and finally they reimbursed me the money I had spent, upfront, to get them to come out the first and second times. I called back after a couple months to get them to come back and replace the transmission. I was told that I only had thirty days to accept that work order and now they had to send the technician out to diagnose the problem, then order the part, and then come back again.

I was told to call back during normal business hours and talk to someone else. I did and they said the same thing. I asked to speak to a manager and he said they had no access to records past thirty days and the technician had not noted the part number of the transmission in the service request so they had to send someone back out to re-diagnose the problem. I asked to speak with his manager and he told me I could not and when I asked if he could call me or email me, he hung up on me. I've had the unit since May of 07 and haven't been able to wash a load a clothes yet. They have at this point tried to fix it with $500 in parts and it is a new unit that cost $950 to begin with. I have had to wash clothes at the laundromat and/or mom and dad's for a year.

Again, we were told that the appointment was for Tuesday and there was nothing that could be done. We asked to speak to a supervisor and requested that the recorded call log from the previous Friday (the day we called to schedule the appointment) be reviewed to confirm what we were alleging to be a data entry error. We asked to be notified immediately to confirm this request. Then had to be inconvenienced the next day, Tuesday, to again wait around for someone to arrive and fix what took 10 minutes. We have yet to receive a call from Home Central to confirm their mistake.

I immediately called the parts dept. (this is a couple hours after the order was placed) to cancel the order and was told they could only place order and could not cancel it!! How can that be?? I was also told that I must have requested 'expedited' shipping. (Remember, this all occurred on a Saturday so it wouldn't go in the mail until Monday anyway). I was then transferred to Sears customer service dept. and was told there was nothing that could be done. I was told that after I receive the part, I can return it to the local Sears service center, however, the shipping charge would NOT be refunded.

I have always trusted Sears and their products. Currently in our home we have a Kenmore refrigerator, range, dishwasher, microwave, washer, dryer, toaster, vacuum and many tools. We have always been LOYAL Sears customers but after this treatment, we will NEVER again purchase any product from Sears. I will also make sure I tell as many people as possible about my experience with Sears. I wonder if Sears realizes how much the $22.97 shipping charge is really costing them!!