Sears Reviews

To sum it up I've never placed an order online. I'm a Cash & Go in a store, pick my items and leave with my item. And very unfortunately my autistic son has a infatuation with Power Rangers to the point where I actually look forward to finding everyone they have ever made. So Google a certain Power Ranger villain and what do you know Sears pops up and they happen to have it. So I pop on for their website and realizing that they don't have a choice section in the store on the front page of Sears Sears Sears... Free shipping over $25. Now I thought it was just me because I have never placed orders online but after customer service told me how I should have realized that that's false advertising. That's not accurate. And the way to find out is to either know to just hit free shipping over $25 because why not hit this because why not? Or by accident you hit it and realize, "Oh there is some guidelines..."

Now on any other company pretty much in the world that I've come across they will have whatever shipping cost wether be free or whatever and if there is a stipulation it will say under it, "Click for details" or haven't underlined or have an arrow. But Sears does not because you're supposed to kind of want to hit that free shipping because why not right? So because I'm not very educated obviously I did not hit that button so eventually it's the end of me placing my order. I had almost a $20 shipping and I was told by the customer service guy that the advertisement thing that I had seen on the front, "Oh no that is only for big appliances." I'm like, okay well why okay. And when I called customer service today she told me that the reason I had to pay shipping was not because of appliance like I was told before but because if it comes from different people then you pay shipping.

So if you don't realize that they are absolutely trying to basically rip you off with the shipping 100% because let's be honest nobody's going to hit that button no matter what. Why would they. It says free shipping. What the heck would anyone want to hit it for so at the end when you get your total depending on which customer service person you get you get two different reasons why you're being charged that shipping. Sears thank you. Sears not only do you falsify things on your website and get customers reeled in with your special offers on your front page you hire customer service people that don't even train from the same book. Thumbs up.

Okay so after my shipping rip off I stated numerous times to the gentleman who was placing my order for me... Let me rephrase that or reiterate that for me. I asked how my total was the same when two of the items I am purchasing were buy one get one 50% off? And his response was not one time or twice but three times through the conversation was that Sears buy one get one 50% off means buy one get one and that means you get the same item for free. And I did say before I had NEVER ordered online before but in my 34 years of existence I have never heard of that I have only ever heard of buy one get one half off meaning whichever item was lesser price would be 50% off. And if it was describe as buy one get one free that would mean two of the same item and that was not the promotion.

So I just chalk it up as maybe it was misprinted on the website because numerous times the customer service guy and stated that I would get two of the same item. Which I did not want two of the same item that is why I picked two different items of that brand like it stated. I'm trying to collect all of the Power Rangers not duplicates of the same one. So okay I've been on this call for a half an hour or so. Never done it so I guess I can't argue with man. He is telling me that's what it is. So I said, “Okay well you know what. That's fine. I got a nephew and there you go. That'll work so great.” So then after repeating my order back to me giving me my total and my sneaky Sears shipping I said, “I have a question. You stated over and over that that meant you get two of the same item.” and he said, “Yes ma'am I said that many times.”

And I said, “Then it's 8 items I'm receiving correct?” “Yes ma'am 8 items. You order 6 and you get to 8 items 8 items.” And the reason I asked him not once but twice because in my email that I received it showed my order and only showed the six items. So again because I didn't order ever online I didn't know if because they were a promotion for the other two if it would come in a different email or show in a different way that's why I inquired again and he kind of chuckled, “Yes ma'am. I said that the first time.” “Plus it okay well I just didn't see it and okay I'm sorry I'm so sorry.” I said to him because I didn't understand what I'm seeing on the website. He's telling me and reading in my email are all different. None of the information added up.

So again I just blew it off as I didn't know what I was doing and he knows what he's doing because he's the worker. He's placing the order. He knows what he's doing duh you don't... Well guess what guys. He was wrong. Surprise. So in a nutshell when I called today because I'm a so-called Dumbo and couldn't understand that clearly Sears was misrepresenting the shipping. I'm not going to be compensated for my misunderstanding they're ripping me off. And then when I stated, “Man you can see that it was a promotion and I didn't get my two other items you can see I only got the six...” I never in my life would imagine the response. Never honestly. She said, “Well it wasn't added to your cart.” And even me says, “I didn't have a cart LOL because I'm used to shopping in a store.” and she says, “Man it should have been added as 2 in the items so it should been a quantity of 2 when it was placed as the order.”

I said, “Ma'am I know you are not telling me that the person who works for Sears as customer service whose job is to place orders for people and did not place my order correctly and even after I asked a bunch of times because I was confused he kept reassuring me that everything was okay and just because I don't see it he has it right this computer. And you're going to tell me that the man that place my order wrong not place my order right and I'm sorry you don't get the other items that you were supposed to. And no because you didn't realize you were being ripped off you don't get the shipping back.” And she kind of chuckled haha and I'm like, “Oh oh no oh no I'm sorry I got two in the call. I just really need to end the call. Have a nice day.”

ARE YOU SERIOUS??! And the thing is I worked in customer service for over 10 years and unfortunately our policy was that the customer is always right even when they're not right. And absolutely one hundred percent on a daily basis people would come in and complain or say they came through but I could not verify with video or receipt and still had to compensate them by the company policy. And I knew without a doubt they were lying and to me and the law of pretty much that's stealing and theft.

So I know and I get when people want to get things and you know complain and this and that but when you have a company that is misrepresenting things on their website, Durham please tell you a different thing and then after you place your order because you believe that it's so grades because of all these falsifying things that they tell you only after you receive your order you realize you've been scammed and when you call back and say this that and the other and can show it was no fault of your own they say SORRY... I SAY… SEARS STEALS and I do want to say that I requested two times to access the recording that they keep when you call in ‘cause it clearly states and I know from previous employment that they do and they can... because I wanted to show I repeatedly asked questions about everything because this is my first time doing this I wanted to make sure not so much about the money.

I want to make sure I get my stuff like it's Christmas, the world's mail is behind so I didn't want to have anything go wrong and I wanted everything to be perfect and this was absolutely a disaster and the worst place I've ever dealt with in my life and I mean in my life. And I've been around some shady places but this one tops the cake and obviously Pfizer outstanding 1 star rating they need to close their doors. And the funny thing is I wanted them to listen to the recording because I wanted them to see I kept saying to the person know it doesn't say that and this isn't right and why do you say it's 8 about my things only showing 6...

So I wanted them to see that I'm not trying to call in and get something for free or get a freaking 10% my next purchase. LOL. I wanted them to see that it was on their employee's error numerous times. The joke was on me x 10 because I'd only. Do they not care to listen to the recording they verified on their own that it was their fault and said, “Have a nice day. Nothing we can do." It should have been added in the cart with the item as an extra and I cannot believe you're telling me who I can place the order that should have been out of the cart... Really really. Well now how would I know that if your own employee didn't. Unbelievable Sears closes doors. Do yourself a favor because obviously your customers aren't satisfied and upcoming people aren't going to be either and I sure as heck would not recommend huge anyone but someone who can shut your doors.

When 1 o'clock came and went, I called to find out when the refrigerator was coming. They told me the truck was there at 10:40 and they had left. Apparently the delivery people called an inactive number even though I had updated it. I was told they would contact the delivery coordinators and the refrigerator would be redelivered. I was told it was possible because I had called before 2:00. I made sure they had the correct number and had them repeat it. I was assured they would return. I called again at 3:00 to see when I could expect them to return. I was told they would contact the delivery people but they had to deliver all the scheduled appliances and then they would bring mine. I was told that if it was too late, they would need to reschedule. I asked what was too late. After several request, I was told 5:00.

When 5:00 came and went I called again. I was told the delivery crew had returned to the warehouse and I would need to reschedule my delivery for Monday. Basically I spent my entire day waiting for Sears to deliver a refrigerator. If the people at 1:00 had said "Too bad you were not there at the unscheduled time and so you are out of luck." I would not have liked it but at least I could have spent the rest of the day doing something productive instead of being lied to so that I could sit around and wait for people who are not coming. Sears has extremely bad customer service. Go to Home Depot!

Four months ago our A/C broke down. Our regular A/C company patched the unit so it would work. Thank goodness since we live in Florida. I submitted a warranty claim to have the unit repaired. The A/C company that the warranty company sent out said that we could either repair the compressor or have it replaced. After not hearing back from the Sears Warranty company for several weeks, I called. The customer service rep said that another department in the warranty company had the figures on what the charges would be either way since there were some things that the warranty would not cover and I would have to pay some costs. She said that when they had finalized those figures that they would call.

THEY DID NOT CALL ME BACK. Today I got a check in the mail from the warranty company. There was no explanation as to what the check was for. I called and the customer service rep said that they had contacted me to give me an option to either repair the unit or have a new compressor installed. He said that at that time they told me that their offer was good for 30 days. He said that since I had not called back to inform them of my decision that they had cut me a check for a lesser amount so I could help get the repairs done. THEY HAD NOT CALLED TO GIVE ME ANY OPTION. He said that they had in their records that they had talked to me. THEY HAD NOT TALKED TO ME. I told him that I did not care what they had in their notes, they had not called to me. I asked him what options I had and he told me that I had none except to cash the check and get the repairs done at my cost.

We signed up for the Sears Warranty Program when I had a real Sears technician out for a repair. That repair went well so I assumed when I signed up for the Sears Warranty Program that it would be Sears technicians who would do the repairs. IT IS NOT. In our area, the companies that the warranty program sends out are small companies that are not very well staffed with technicians that don't seem to know what they are doing. They don't answer the phone most of the time and one of them lied to me about when some parts had come in. I wish I had seen the reviews before I signed up. Needless to say, I will not renew my contract with them next year.

Tried for warranty service for a broken washing machine, was told I would get a call back within twenty four hours... No call. Got an Email four days later telling me that service was scheduled for January 2--twenty some days later. Tried to reschedule for sooner and after nearly an hour, and four service folks, no result. Called to cancel policy and asked for a refund... After 66 minutes, and four routings, was told that I would have to pay a fee for the first service, and that I should read the contract. Clearly this is a scam. I am hoping to get enough responses so we can approach the Attorney General of Washington or a Consumer protection group.

Now they sent me an email saying they replaced the water heater at no cost to me. It cost me $380 in 2010 to exchange the "free" water heater. I am disgusted with Sears. What really make me mad is all my appliances are from Sears, they know I'm a long time customer and they still didn't give a **. The company isn't what it used to be. Long story short, I will NOT be buying anything from them again. If this review can help one person avoid these problem then I will be happy. I only wish I would have read these reviews before I bought the dam water heater from Sears.

Lie #1 - Your repairman said Sears doesn't repair Samsung. Lie #2 - My new dishwasher came with installation - it did not. It was left in the middle of my kitchen AND IT WAS USED - NOT IN A BOX BUT WITH A SHEET OF PLASTIC OVER IT and not picked up until the night before Thanksgiving. Thank your Sears for ruining my holidays. The last Thanksgiving I will have with my mom. Thank you Sears. Lie #3 - I could call the number left with your repair person to cancel or ask questions - the number went to nowhere.

Lie #4 - My money would be refunded fully by your customer solutions team over two weeks ago - STILL WAITING. And in calling today found out you're of almost $500 - and 300,000 calls to your customer solutions team along with hours and days and weeks on the phone with all the people of the Philippines - that your company out of all my hard earned money wants to give me nothing but a $30 gift certificate - Why the hell would anyone on this planet ever trust Sears again for anything - after being lied to my face raped and cheated out of my money??? Lie #5 - Sears has a lot of nerve charging me for delivery of a new dishwasher after I paid for a new one - it came with a sheet of plastic over it. NO BOX - it was used and why should anyone pay for delivery of something they did not purchase - I purchased new - they sent used. What a bunch of lying bums you are. NO INTEGRITY WITH SEARS. NONE. Lie cheat steal should be Sears' motto.

When I called to see what the issue was, I was told there were no technicians available today in my area for service and I could reschedule my service for 4 weeks away. I asked to speak to a manager and asked her to be compensated for my time since it was no fault of mine. The manager's response was "we do not compensate." Needless to say, I was very frustrated and I chose not to reschedule my service with Sears. To top it off, I was called by their automated system 9 times to try to get me to reschedule. I am very disappointed with Sears service and I would never use them again.

I got a female representative who informed me that they were no longer fixing laptops and would like to replace mine (I did not get the females' names). The previous number is considered the "computer repair" department. I was put on hold to make arrangements. I was given the case #** and the contact phone number 800-927-7836. That phone call lasted 27 minutes and 35 seconds. On September 19, 2017 at 12:44 P.M, I called the 800-927-7836 number and got an odd sound. I called the same number again at 12:45 P.M. and a female representative answered. I explained the situation and she went to investigate. She put me on hold. Later, another female representative answered and informed me that within 2 days or so that she would get back with me. She said that she was going to escalate the case. She also apologized for the delay. I did not get their names. That call was 9 minutes and 39 seconds.

Since there was a hurricane that affected my location, I waited to call at this time (Irma). September 26, 2017 I went online and chatted with "Jake". I asked if the company has an email address. I told him about my notebook, that a representative was supposed to contact me on replacing it and did not return the call. He gave me searscares@searshc.com. The interaction ID for that conversation was "**". Later, I wrote to that address and received no response at all. September 27, 2017, I called the contact number, 800-927-7836. A "Jeremy" gave me another number to call. It was 800-827-6255. I wanted to know the status of the notebook and I informed him of the protection plan. When I called that number, I got a recording saying, "...Global Services". I found out that it was a collection agency for Capital One.

After calling that odd number "Jeremy" gave me, I decided to call the 800-927-7836 number. Three times, I was put on hold and each time the phone was disconnected! Each time, a female representative said that the department was "Home Repair", but she would look into it after she asked for my number which she botched every time. So, I called the 800-877-8701 number at 2:55 P.M. I had to go through a male automated operator that gave me trouble. That lasted for 4 minutes and 9 seconds. Then, I called the 800-927-7836 number at 3:01 P.M. I was disconnected. I called again at 3:07 P.M. Then, at 3:08 P.M., I called one last time and I spoke to a female representative. I was put on hold and was disconnected. That call lasted 8 minutes and 30 seconds. I decided to look up the Sears number online.

I got Home Services 800-469-4663 number. I used that number knowing that I would have to request a specific department. At 3:25 P.M., I called and spoke to an "Emily" who apologized about the disconnections that I informed her about. She told me that "Customer Solutions Team" is the department that is dealing with my notebook. She put me on hold to contact the team. She also said that she was not able to do an outbound call to me to give me an update. She said that they did not approve of the replacement yet. That call lasted 12 minutes and 45 seconds. On October 06, 2017, I went online at Sears and chatted with a "**" who gave me Sears Holdings Corporation once I told him what was going on. I sent the chat to my e-mail. When I went to check my e-mail, the number in the chat changed to "**"! The interaction ID was "**".

So, I looked up the number online. The number listed was 800-549-4505. October 09, 2017 at 4:53 P.M. is when I called. I pressed option "2" and a Mexican female representative named "Ivy" answered. October 10, 2017 an "Elsa" hung up on me after I told her about my notebook and getting a replacement. I called at 6:36 P.M. and it ended at 6:37 P.M. That call lasted 1 minute and 13 seconds. I called back again and a female gave me the phone number 800-286-2500 when I asked her about my notebook. The number pertains to Newton Oil Company. A "Terry" or "Terri" at the 800-927-7836 number that I called investigated the situation.

She discovered that the case was "not resolved". She put me on hold to find out the status of the notebook. She asked if I had it in my possession or if I sent it out for repair. I told her that I had it in my possession and "No, I did not send it out". She put me on hold again. She found out that there were no updates and that I would have to request again to get a replacement. She put me on hold. She attempted to transfer me to a male representative named "Xavier," to handle the "new request". She was still on the other line during the transference. However, when she transferred me, he was talking in a manner which I thought was a voice machine. While I was listening, he said, "No response. Will have to call back" and he hung up. "Terry" or "Terri" felt so embarrassed for this that she apologized and she was baffled by this reaction of "Xavier" since she previously spoke to him before she transferred me.

October 19, 2017 I called at 2:36 P.M. and spoke to an "Alex" at the 800-927-7836 number. He interrupted me in an agitated manner as I explained to him about my notebook. He said, "Ma'am, ma'am, this is not (unintelligible). I can get you over to them". He sat there for a good while. I could hear the still air in the background. Then, he said, "The system is slow". I hung up. I called back and he answered. I asked to be transferred to the laptop department. He said in a chipper voice, "Alrightee". He transferred me and a male named "Michel" (I am not sure of the name) gave me the same old 800-877-8701 number. That call was 2 minutes and 22 seconds. I still called that number anyway and at 2:39 P.M., I listened to a male automated voice to attempt to get a representative. I hung up. That was 1 minute and 36 seconds.

At 3:48 P.M., I tried something different. I contacted the 800-877-8701 number via Skype on a different working device. A representative named "Candy" transferred me to a department called either "PD Client or "PC Client" (I am guessing it was PC Care Client). A representative named "Jose" asked for my phone number and said my name out loud for verification. I, later, gave him my case number. During our conversation, he asked when I opened the case and I told him that I called from September 03, 2017. He put me on hold to find out what was going on. He returned and said that the case was opened September 13, 2017. I was thinking of when I called the local Sears on the 3rd. However, the actual documented case was on the 13th. After 19 minutes and 04 seconds of being on hold, I heard him disconnect. I kept saying "hello", "hello", "hello".

So, I wrote this to get some assistance as to why my 3-Year Protection Agreement Master Plan is not being honored and why the computer service or repair team is not being professional. When I was about to send this out, I saw another e-mail address from Sears where I could address and resolve this situation on the BBB.org site. I decided to exhaust my efforts in resolving this situation. I e-mailed my request to the given e-mail address. No one responded. My desired settlement was: "Since I have data on my hard drive, I do not want to lose that data. Plus, I was informed that they were no longer fixing laptops, I will like to have a new one, but keep the old one."

Then, I wrote: "Why Jim **and Nina or Niah ** are sabotaging the company? Why exert all of this unnecessary energy? My warranty has NOT expired and it has to be HONORED. I received a four-paged "Settlement Agreement" letter from Sear Holdings (Service Contracts Fulfillment, Sears Protection Agreement Center) on November 14, 2017 that I must supply my Social Security number "for tax purposes" in order to receive the check in the amount of $350.00. On October 31, 2017, I called the Sears Executive Office at 888-266-4043 and spoke to "Nina" or "Niah" (she did not enunciate and spoke quickly). She offered to send out a check of $350.00 for me to buy a laptop. She never said anything about signing a "Settlement Agreement" and giving out my Social Security number."

My desired settlement was: "Just make things easy and send out the check that was agreed upon by phone." I spoke to Nina on November 24, 2017 who said that a "Christine" gave the order that a "Settlement Agreement" be sent out where my social security number must be written in order to receive the check of $350.00. When I objected to the request, Nina said that I can write the last 5 digits of my social security number. I read the Sears Protection Agreement and nowhere does it state that in order to receive a check for a product that I have to provide all or any part of my social security number. Nowhere does it state anything about a "buy out". The replacement amount was agreed upon by phone October 31, 2017 and that was all.

Nina called on December 04, 2017 at 2:40 P.M. from +11-0500, listed as an "unknown number" wanting the status about the paper being signed and sent in. I told her that I did not send it out because I read the Sears Protection Agreement and nowhere does it say that I had to give out that information in order to get a check. Plus, I told her that an equal or lesser value of the product is supposed to be the replacement. She said that a "Karen" said that I could give the last five digits of my social security number and added that she would look into it when I disagreed. So, I said, "great".

On December 06, 2017, "Allison" called. She called at the ** number that she said was listed. I had already given my other number that starts with ** on the complaint form as a point of contact. She said that she did not see it. Anyway, she called at 10:24 A.M., but I missed it. So, at 10:30 A.M., I called back at the 847-645-8555 number. I told her that nowhere on the Sears Protection Agreement states that I have to regurgitate my social security number. "Allison" said that is so that they can verify if it is me once I give the last five digits of my social security number. I told her that does not make any sense. If there is a "new" policy, the old customers should not be affected. Only new customers should be affected. Plus, it seems as if this whole situation is being dragged out until my Sears Protection Agreement expires so that I would not be able to receive a replacement.

I told her that it should not be a secret that a person has to give his or her social security number. She said that they can put that in there, but they did not (referring to the request of the customer's social security number in the Sears Protection Agreement). The Agreement itself should be upfront in telling its customers on what is necessary in order to receive a replacement. There should not be any secretive motive or hidden agenda.

While I was writing this to send out, Nina called at 11:40 A.M. from the +11-0500 number and informed that she will temporarily close the case while I decide on whether to send in the letter or not. She said it will not be permanently closed and it can be reopened. She said to contact her once I have decided. I repeated the discrepancy of where it does not state in the Sears Protection Agreement (SPA) to give a social security number. She repeated in this conversation also that she does not know if there is a new policy and she sees where I am coming from when I informed of how I was able to receive a check to buy another laptop because it could not be repaired without the paperwork. She stressed it is not likely that there would be an alternative since it was said that my laptop could not be repaired. She said it is not a contract (referring to the paperwork).

If it is NOT a contract, then WHY do I have to give my social security number and sign the paper? There might be some agenda to destroy the company and its reputation. Why not BOW OUT GRACEFULLY? At this moment, I am still hoping that Sears would come around, honor the SPA and mail out the check without the unnecessary paperwork.

I call this morning to state this appliance is a lemon and I want a replacement. Their response: "Unfortunately I haven't had my appliance serviced 4xs within a 12 month frame so it doesn't qualify as a lemon" Are you kidding me! Every year since I bought this piece of crap I've had to have it serviced twice in that year. As a parent of a special needs child I don't have the time for this type of inconvenience nor do I appreciate spending more $ to wash every other day at a public laundromat. I will keep calling them and pleading my case until I get a whole new washer/dryer. Had I known this is the service Sears provides I would have taken my money elsewhere. BUYER BEWARE!

We arranged our Thanksgiving vacation to be home for that November 30th appointment. We received two phone calls confirming the repair appointment for the morning of the 30th. After waiting for the service technician to arrive, we called in only to be informed by a call center person that there was no service technician in our area (Sarasota/Bradenton) and we would be contacted within 24 to 48 hrs to reschedule.

We never heard back from SEARS. We called on December 6th to cancel our contract and were informed that since we were breaking the contract we would be responsible for paying the $147.68 discount we received on the dryer repair because we signed up for the warranty plan. I try to support SEARS/KMART by shopping them first. I sympathize with the workers who are being undermined by upper management but if SEARS is not committed to honor their warranties they should not be selling them to their customers. This is not ethical and borders on fraudulent! We have paid for services not rendered and are now being penalized for refusing to continue to throw money into this sham.

I told her he's fine but I like to see things in writing to do comparisons. She then told me that they could send someone else out and give us a discount on the original quote. I told her this is suspicious. Why can't they provide a written quote, her response was that Sears went green; I explained email is green. I guess they expect you to take their word and not want to think about things or compare quotes. Not impressed. When I called this evening, the guy wanted to give us the rep's direct cellphone number and I told asked him why was I doing his job.

Called back a 4th time. Told the whole story. Lady said, "I’m gonna take care of all this." I was on hold 40 min then she hung up never called me back. My 5th call I got through and cancelled Sears home warranty. I grew up in a small town with a Sears but this is not the same company. Dealing with Sears home warranty I can honestly say was the worst experience I’ve had from a service. Buyer beware is an understatement!

I called 8 times and got a different person. Finally got someone that found me and said they would call the tech. He (Shawn) called back 30 min later and said no one put me on his schedule and he would need to reschedule. I said no, I just wanted my money back. He said I would have to call back in and get that. I tried 3 more times yet no one could assist. I am filing a complaint with Visa and BBB. I can see why they are going out of business. No customer service at all.

The following evening, I still had not received a call, so I called them. Speaking with a Selena, she was able to get us an appointment within 3 days. Wow, I thought that was great. Then the night before the appointment the appliance repair company called. Said Sears is overloading them, they cannot come out, please call them back. OK, I called Sears again in the evening when returning from work, to be told... "Too bad. Too sad." They could turn the ticket to me. I could find someone and get reimbursed after it was approved, stated that would be easier on me and Sears. I explained to this man, "NO NO NO, we have paid over $600 in one year. I expect service. It's not my job to go find a repair person then pay them then get reimbursed." Again WOW.

Today, I called the repair service. They stated they can't come out till next week. Here we go again no dryer for over a week, with a sick elderly man that requires laundry to be done almost daily due to health issues. Shame on Sears... Same on them for taking money from the elderly and not following through. Also shame on them for not telling the truth about their warranty. Last thing is how do I get ahold of administration to complain???

The company would rather gut the entire unit down to a shell and rebuild with non Oem parts then replace an item even if the cost of the appliance is lower than the parts being ordered to remake the machine. Do not fall prey to the big brand name. I have since canceled my acct with the company and have been threatened with having to pay for all the parts and services that was performed for reasons beyond my understanding. I mentioned the account was active and was in good standing.

I am customer that has been wronged by your company having multiple attempts to repair 1 unit and having to wait months at a time on parts to have multiple technicians ask me why hasn’t unit been requested for replacement as the cost of parts alone exceed the unit value, even after advising all technicians of request placed by prior reps to perform replacement. I am left with the response from upper escalation team. It is up to the servicing company discretion to decide if the unit required replacement not Sears but I was under the impression this was a Sears product.

So I called Sears again and they set up a technician to come check it out since it was under warranty. Tim came out on November 14th that the earliest they had available. Tim told me it might be because the dryer vent needed to be cleaned. We had them cleaned before it was installed so I told him that's not the issue. He asked if I set it to the lowest setting and I told him tried that also showed him our burnt clothes. He said it's normal for the vent to turn black but shouldn't burn the clothes. He ordered a new burner assembly, a duct inlet, and a thermistor with new grate. He said the earliest he could come back to install the new parts was November 27th.

So now going on 3 weeks with no dryer. Tim came back on November 27th. Installed the new parts. 3 days later after my second load of laundry the grate is melted and my clothes are destroyed again. So I call customer service and tell them it’s a fire hazard and it needs to be replaced or just refund the money. They tell me they can't do that because I only have 30 days to return a product. Mind you I was in the 30 day replacement rule but they said they had to send a tech guy out first before they would return a product so they were past the 30 day mark, not by my choice but because they couldn't fix it before the 30 day mark. This makes it impossible as a consumer to return their faulty product.

So after 2 hrs on hold and being transferred and hung up on several times. I spoke to a supervisor by the name of Andrea that told me they can only keep sending out technicians. They cannot and will not replace the dryer or refund the money. Mind you this is a fire hazard and a liability, but they don't care, they said it’s not their problem. They will send out a technician to replace the same parts again and again and again. Meanwhile what am I suppose to do waiting for a dryer, go to a laundromat because sears refuses to stand behind their products. I have hundreds of dollars of clothes ruined because of this dryer and their lack competence to fix it and put out a recall on this product.

This is unacceptable, putting families at risk because of a fire hazard that they won't acknowledge and fix, but they take your money. I have and will provide all pictures as proof. Dolly a supervisor was suppose to call me back and this fake person never called, which made me more mad after spending my whole morning getting told lie after lie. I see they have over 900 complaints on file but yet your company gives them an A. Please explain how that's possible?

I've been calling Sears daily and I’m told that the manufacturer says the door is out of stock. I begged Sears to do the right thing. Take a door off one of their existing stock ovens, use it to repair my oven door and replace their stock when the oven door is received from the manufacturer. Nope, no can do, not their policy. What about doing what's right for the customer? I call them daily to check on the status of the oven door. So now, Christmas is looming, Thanksgiving has already passed, with no oven... Sears can't offer any solution. I just canceled my Home Appliance Package Warranty, because really, what's the use if they can't get the parts to fix something. If there was a minus star rating, I would have selected that option. Good bye Sears.

It's now been a month, cannot get Sears to pick up the microwave and credit me for all the fees including over $300 in install fees when they couldn't install any of the appliances. I've talked to at least 9 different people at various Sears numbers, NONE of the customer service reps speak clear English and they refuse to transfer me to anyone who does speak English. I called a local Sears store to see if they could help or give me a supervisor I got sent to the same call center. I really don't know what to do at this point to get my money back. I keep getting random call centers and no one can help me. If anyone knows how I can reach a supervisor who speaks English to help me with my refund of approximately $1,000 then please let me know.

When I got home from work that afternoon, the freezer and the refrigerator were warm and getting warmer. I called to schedule another repair and was told that no one could come out then because it was so late (4:30 pm) but someone should be available the next day. We called in the morning to verify that someone was coming out and were told that no one was available until November 29 (14 days after the first repair attempt). I asked to speak to supervisor and was told the same thing. I then called our salesperson and told her what was happening. She gave more 2 more phone numbers to try but again I was told November 29. My husband also spoke to a manager at Sears and was told the same date. After 24 years of home ownership and buying Kenmore products, we will not be buying another one.

My wife did not know and signed the paperwork and gave him a check. Right after she called me explaining all and I call back the superintendent to tell him that we do not want the furnace service. He said that my wife already signed. I asked him to stick to the original contract or cancel the whole service. He said that he will cash the whole check with or without the service. I did not had an option. Talking about the service itself. They did nothing to the furnace and they did not clean all the dirt and dust after they completed the work. Stay away from them.

I decided to order the part online and just pay for it. I placed the order on a Monday - and the expected date to receive the order was on Friday. I got an email confirming the order was placed. The following Monday I called to find out when the part would ship since it showed that it was still "In Process". I was told that it was on backorder and it should come in on Friday and be shipped and delivered the following Friday. That is 3 weeks without a refrigerator! To top it off - the person on the phone let me know that there were 200 other customers waiting for this part - so basically it is a part that is going out all over the country! I will NEVER purchase anything from Sears again. The customer service, repair and parts have all been HORRIBLE. I would expect a major appliance to last more than 1 1/2 years, but when it breaks - it would be nice to put it as a priority.

I finally got in touch with someone from Sears after being giving the run around for a month only to find out that the part that I needed replaced on my furnace was not covered under the warranty. The technician ruled it to be a pre-existing condition so they want replace it. The warranty states that the system in which the warranty is being placed on has to be in good working condition at the time the warranty is bought. My furnace was in good working condition or they would have never given me the warranty. I feel like Sears is getting over selling warranties to people and then not fixing things when they need repairing. I will never give my business to Sears ever again.

Sears used to be the best store to deal with, it is no wonder why they are losing all of their business and their stores are closing nationwide. I am a very dissatisfied customer. There is only one store left around here semi locally, and this is not the only time I have went rounds with them, but I guess it'll be the last time I will shop with them, for now, I am stuck with a $60.00 pr of boots that do not fit anybody and no one else wants.

In the meantime, our washer experienced an issue with its pump. We called Sears for repair and once again. They came out and diagnosed the problem for 131.00 for parts/labor/diagnosis that day. I then was ask if I wanted to purchase a home warranty which I did purchase. Tech told me I would get 50% off this repair so this would mean it was paid in full today, but when the tech came out to repair pump he said, "I do not see that you purchased a home warranty" and insisted I must pay another 131.00. I was adamant so then he called Sears service and they said to me when tech handed me the phone “we can’t see what the technicians charge you. That is them not us”. I found this difficult to believe but person on the phone was rude and stated that I was incorrect. At that time I paid another 131.00.

My husband came home and spent 2 1/2 hours on the phone talking customer service while talked circles saying our washer wasn’t covered (which we knew) and that we did get 50%. However, they couldn’t see any of the bills they stated that was a different department. Then he tried to cancel our home warranty and they refused. Now my refrigerator needed the coolant checked again so I called and explained that tech had placed due test and needed repair. Customer service offered me an appoint 2 weeks later on my refrigerator that was losing temperature. When I insisted on an early appointment because I was going to lose my food they made me an appointment in 1 week and they stated they would put us on an “emergency appointment list” and call if any appointments came up earlier.

Of course nothing came up earlier and when the appointment came up the technician showed up for another diagnostic appointment not a repair. So he could not even fix my refrigerator. Also, he informed me that the job would be another $600 approx to repair. When I explained that we originally called with a concession # from Frigidaire he said he couldn’t see any of that on the order and that if it was set up that way someone closed it out. He then called customer service who could offer no advice other than pay another $600 and make another appointment. This is very frustrating considering this fridge was only $1300 in the first place and if told the truth we would never have chose to pay good money over bad.

So here I am with a home warranty that doesn’t cover anything. A 50% discount that is not a discount and broken fridge that should have been junked but I have spent $300 on a diagnostic test. And I can’t get anywhere with Sears because no one in customer service can see any receipts or precious work orders and do not listen to the customers on the phone!

On November 21st the technician tried to charge me another $351 to ordered more parts. They could not fix my washer. I told him no I wasn’t paying upwards of $700.00 to fix a washer that is more than 8 years old and want to cancel the warranty contract. Then I had to call Sears Customer Service 4 times to get the Warranty Department to cancel the home warranty contract. Sears would only refund me $80.00. A waste of my money and my time. Do not use Sears to fix your home appliances and do not buy their home Service Warranty contract.

Immediately, I called Sears Home Warranty Customer Service to explain and complain about the service. I have been paying $70.00 a month and paid $100.00 for the initial visit and they refuse to replace the gas range after four visits without any repairs. I could have already replaced the gas range with the money I spent on Sears Home Warranty monthly fees and initial visit charge. What a waste of money for the service you don't receive. I honored my end of the contract but they refuse to honor their part of the contract. IT'S NOT WORTH IT!!! I should have known... It's SEARS!

Angela was truly exceptional and deserves to be recognized for her outstanding customer service, and going way above and beyond to assist us. I appreciate true customer service, and know it is rare to find such a helpful competent salesclerk in a retail store. I shop where the people act like they appreciate my business!! I do not shop or spend my money in businesses that convey the message (intentionally or not) that I am interfering with whatever they were doing, and I should be grateful they would take my money. NO, I do not patronize those places. Thank you, Angela, for being a shining example of customer service.

In February 2017, the stove stopped working AGAIN. I called into Sears. They had me pay a fee to have someone come to look at the stove. They determined again that the main motherboard was out of the stove and needed to be replaced. This was the 2nd time on the 2nd stove. The Sears representative in our home told us we were just outside of the warranty because they start the warranty on the date of sale, not the date of delivery. So even though we went several weeks without the stove, the warranty time was still ticking away. He talked us into purchasing their warranty that would cover all of the appliances in our home. We agreed and he came back a week later to install the new part. He told us that the part itself would be under warranty for a year.

Fast forward a few months to September 2017. The same exact thing we experienced with this stove 2 times prior is now beginning to happen again. I call into Sears and tell them we need them to come and look at it again. The representative tells us that we have to go through the Warranty department. They then tell us we have to pay another $75 for someone to come and assess the stove. I tell them that this is the THIRD time in less than 2 years we have encountered this problem, the stove obviously needs to be recalled, that it is a lemon, and that we were told it was under warranty, so why do we have to keep paying fees for someone to come fix the defect?

She tells us that we have no other options but tells us that we can have any appliance in the house serviced at the same time for the same fee. We tell her that is fine because our dishwasher is also acting out. She gives me a number to call and schedule the service representative to come out. She tells me they contract with this company and to pay the $75 to them. I did not call them because I didn’t have the fee at the time.

Within a week (Again, I never called them), they just show up at my home and tell me that Sears sent them. They start flipping our breakers, unplugging and replugging the device, etc. In doing this, the stove stops working completely! (It was working before but acting out, now it is not working at all!!) The representative tells us it is in fact the same part as before. He says since this is the 3rd time, they will likely just total it out along with our dishwasher for the “trouble.” He says we have to pay the $75 fee prior to them moving forward. We tell him we will pay it the following Friday when I get paid. The company Sears sent At Home Services out of Salt Lake City call us daily for that fee. Every day I tell them the same thing… “Next Friday when I get paid.”

On the Friday, I call and pay the $75.00 fee. They tell me that they will be back in my area on Tuesday, September 26, 2017, and will come between 12-5 P.M. I arrange to be home that afternoon (miss work) and they never show, nor do they call. I call at 6 PM and get an answering machine, leaving a message asking for information on arrival time for the technician. As of 3:30 P.M on September 27, 2017, my call had still not been returned. I called again. They said they apologize and thought they were coming the next Tuesday October 03, 2017. That day rolls around and same story! They then reschedule for October 11, 2017 telling me that they still had not received the parts or any information from Sears.

October 11, 2017 arrives and At Home calls changing the appointment to October 13, 2017 stating the same reasons. That morning, October 13, 2017 and At Home calls and says they again will not be coming because they do not have parts from Sears. They said I needed to call Sears, track the part, and then call back to schedule the service. I explain I do not understand how this is my job since I paid for the items originally, pay monthly for the warranty, paid the service fee multiple times, missed work, sit on hold, get transferred all over, etc. Now I have been without a stove for a month! They tell me they can only advise me to call because it is “not their fault, they only contract to do the work with Sears.”

I call into Sears, sit on hold for almost an hours, get transferred to 3 different departments, and I am told that they never sent parts because they never received the service order from At Home. They stated they opened the claim to be paid but never followed back up with what needed to be done. At this point I am frustrated because both these agencies are pointing fingers at one another, and I just need my appliance replaced! She puts me on hold, calls them, comes back and tells me they will work on it and be calling me back.

I wait 3 days and after not receiving a call from either company, call back in. I reach a supervisor named Demitris at phone number 800-327-9787 Ext **. Explain the situation. He assures me he is going to see this through, that it is unacceptable, and that they are running him around as well. I call him over the next 2 days and never get a returned call. He finally calls my husband’s phone and says that they are just going to replace the appliances and provides him a product number. He advises him to have me look at the appliances and call him back and let him know if they are acceptable. I was upset that he still did not return my calls, but rather called my husband, who had no involvement with this situation and also has a disability.

I looked at the part numbers provided. I was very upset. I paid for Kenmore appliances and they were offering to replace them with generic GE appliances that did not have the same extras I paid more for with the appliances I purchased in store. I felt I was treated unfairly that they took my money for high end appliances that I had nothing but problems with, then after going through all of the above, insult me by offering to replace with cheap generic appliances. They have done nothing but take money from me and treat me horrible.

I attempt to call Demitris again 3-4 more times. My messages and calls go unanswered. I call back into the main number. The representative tells me that I do not have any options. that they do not have to replace with equal value, same appliance, etc. She says they only have to have similar features. She said my stove had burners and oven; they only have to replace with an oven that has burners and oven. Doesn’t have to be same size, same number of burners, etc. She tells me that my only other option is to take a $400 credit toward the purchase of a new stove and dishwasher that has to be professionally installed by an approved Sears’s provider. I told her that is not even fair because I cannot replace one of the appliances for that price, let alone 2, especially if I am forced by them to have professional installation. She says sorry, but that is how it is and there are no other options.

I told her "Fine, send the appliances because I have no other choice, but I will NEVER EVER do business with Sears again, EVER." I also told her that I did not want their warranty services any longer. She said, “That’s fine.” She told me she would send the appliances and that they would arrive in 3-5 days. I asked her to give me more specific details because I have to work and need to know when they would be here. She told me she can only say 3-5 days. I sit and wait, on day SIX I get a call from a delivery company that says they will be to my house in 30 min with the appliances and that I need to get things ready because they will deliver the new appliances only and that I will be responsible for the other appliances.

They arrive almost an hour later, take off the front of my cabinet, disconnect my water, etc. They then start to unload the truck and I notice from the kitchen window that the appliances were white. I go outside and tell them that I will NOT take white appliances on top of everything else. I told them it was bad enough I have all Kenmore/Elite products and now have to have 2 GE but I will not have half black and half white kitchen on top of everything else. Especially because I have now been without my stove almost TWO MONTHS (with 6 children, one of which is a special needs foster son and my licensing requires me to have working stove.)

He says that they “can never get it right.” He said he didn’t have black ones so he will just have to write “refused” on the delivery order and we will have to call Sears to get the order in black shipped. In the meantime, I am already on the phone attempting to get Sears on the line. I sit on hold while the delivery guy waits almost 45 min. Sears answers and I explain what happened. They said they will have to review calls to see if I requested black, and that it could take 2 business days. I told her they will never hear me request black because I was NEVER asked about a color. I told her they have my records and can see that the appliances are black and that they have always been black. She again says they still need to review the calls and would call me back. At this point the delivery guy leaves. I have to put my cabinets back together, turn my water back on, etc. because he left my house a mess.

I wait 5 business days, of course, no call from Sears. I begin to start a complaint with the BBB which advises me to contact a particular division of Sears prior to filing a complaint. I do that instead of filing the complaint. AGAIN, trying to just get the issue resolved. 24 hrs later I get a call from a Sears agent stating that she is escalating the complaint but that it comes from their Warranty department and she has no control over how fast they are but she will call me back in 24hrs to let me know what she found out.

I wait another 3 days, no call from either department. I call in again. I ask to speak with a supervisor. I am placed on hold and told there is no supervisor available to speak with me. I am advised they will put in a request and my call will be returned in 48hrs. 3 days later, I call in again because no call has been returned to me. I am told the same thing. I told them I keep calling and they keep telling me that, but they are not following through. To which I am told, “Well I am submitting the request again, I suggest if you do not receive a call back, you call again!” At this point I want to pull my hair out.

I wait 5 more days, and call again. They attempt to tell me the same thing… “no supervisors available, we will submit a request for a call back.” To which I respond that I am not accepting that. I am going to file the complaints, seek attorneys, do whatever I need to do because this is not okay. There are protections for consumers; I have had so much loss over this entire situation, that it affects my licensing for my foster child, 6 kids, no stove for 2 months, etc. I tell him I want copies of every single contact I have had with Sears regarding this situation. I said I want copies of notes, calls, documents, etc. He puts me on hold. Surprise, a supervisor comes on the line… This supervisor proceeds to tell me that my case is closed because they attempted to replace the appliances and I refused them. Not only are they closing the case, but charging me a restock fee.

I told her I refused WHITE appliances because all my appliances are black. She said it doesn’t matter. I was informed if they were returned for any reason they would close the case and charge restock fees. (I was NEVER EVER informed that.) I told her I attempted to call while the appliances were still in my house and was told they needed 2 days to review calls, even though I told them color was never addressed. She told me the part numbers provided showed the appliances in white. They also had little boxes off to the sides of all of the color options under the same number they provided me!!! She said I agreed to the appliances. I told her I did not agree to the appliances, they told me I do not get options. She said, "And you don’t." I told her I wanted all of my records with Sears, she told me if I want them I can Subpoena them.

At this point I have to just hang up because I am losing my patience and ability to be professional and calm. I find myself wanting to yell and curse and I know it isn’t her fault. This is ridiculous. I have now been without a stove (& dishwasher, but stove is necessity) for OVER 2 MONTHS. I have 6 children, a licensed foster home (which requires me to have a working stove) and it is a week before Thanksgiving. They can promise me callbacks, and never call me, promise to come to my house, have me miss work, never show up, take my money over and over again and not provide the service, tell me they will come at a certain time and show up days later and I am suppose to do NOTHING. They can do whatever they want with no consequence. They tell me because I refuse to take white appliances on top of EVERYTHING else they have done to my family that I am SOL and have no recourse? Not okay!

Oh, not to mention I have told them I no longer want this warranty service they charge me for and do nothing with, and they continue to do so. I cannot count the ways they continue to steal from me! I expect at this point Sears to replace the appliances with equal or better appliances. (I think I have well earned it after everything they have done.) No more fees, no more business after. I want them to make this situation right and I will never do business with them again. I think after all the suffering, phone calls, missed work, stress, disrespect, broken promises, nights I had to pay for outside food for 2 months, etc. is a lot more compensation due than what I am requesting.

I am only asking to get what I paid for. If they cannot do this, I think I should get reimbursed for the original purchase price of the stove and dishwasher, along with 2 $75 services fees paid, and all of the money put into the warranty services that they did not provide. In addition, I am asking for any information and advice on how to move forward legally if they refuse to make this situation right. I am willing to file as many complaints or legal actions necessary to have this wrong, righted. My husband is dying and I could have lost my license on my foster home over their carelessness. I cannot afford this stress or financial burden they have thrown at me. I need someone to please help me. I have asked them for the records and they are refusing to provide them as well.

Long story short, I got stuck with $64.19, because they said they couldn't refund me for the 1st month even though they never answer the call regardless which option you choose. My December bill hadn't come in yet, so I thought I was safe, but was charged again 11/1... I do have service agreements for my appliances, and have never had a problem. I currently have two refrigerators, weed wacker, generator, washer, and dryer covered, and I have been VERY satisfied. When you call, they answer the phone, and you get taken care of in a timely manner. You might have to wait at the most a week to get an appointment, but I don't think that is unreasonable. I would stay away from the Home Warranty. Complete waste time and money.

It is now 11/16/17 and I have not heard anything from Sears nor NYC Appliance Repair. Furthermore, I have called Sears over 20 times, they constantly transfer my calls to automated lines. When they do answer the phone after over 65 minutes holding, they promise to follow up. They also told me to call NYC Appliance Repair. However they do not return calls. What is ironic is a friend of mine had a similar experience where Sears did not renew their membership after a claim was filed.

They should have plenty in Stock and this item should have been shipped next day delivery. Not the case, mind you it's been a month now since the delivery. I see why this company is sinking, poor customer service, poor delivery service, very amateurish for such a well renowned company, too bad. I now have little confidence in Sears. If they can't get a handle ordered properly, twice. What makes me believe they can do anything more complexed. Very unacceptable and if I'm a PR person, I'm not only fuming but in mode to make sure this type of mishap doesn't continue. I'd suggest shopping around before you trust in Sears. If another store has it, haggle the price or just go with them, apparently Sears doesn't care anymore and it shows and based on other complaints, it's justified.

I had the screw at my house and needed to keep the time spot. Unbelievably, they did secure the appt. time... but would not send out a technician until the mysterious screw arrived in the mail. At this point, Sears wants to schedule another 2 weeks out with no guarantee that the screw (unnecessary... I already have one) will arrive in the mail. I do not trust that Sears will actually assign a technician to the appt. if the discontinued/back-ordered screw doesn't arrive. I plan on paying a private contractor to perform the installation. On a side note, I have been waiting 2 weeks for an HVAC contractor to contact me to perform my annual maintenance (should have been contacted within 24 hours).

So now after 3 weeks the parts finally came in and of course now I have to take another full day of work off, they told me tech will be here between 8am and 12 pm (11-14-17), It's 10:30 right now and he has not showed up yet, companies that do really bad business like this wonder why people go postal on them, now I truly understand... We called the Better Business Bureau and they said they can not do nothing, the mower is only a few months old, and we can not even return this crap. I told my wife to call up our credit card company to see what they can do. It cost us $300 to date for lawn service and I'm self employed so it's costing me $485 a day which I took off 2 days and list work both days. The lawn mower was a craftsman pure junk. And Sears is the worst to work with, their techs are rude and for sure illiterate just like all their employees we have been dealing with.

About 25 minutes later 2 people come out of nowhere, did not actually talk with us or apologize about the wait then the cashier made the jackets $16.99 for us. It was just very unacceptable. Also my husband found a pair of boots but wanted a different size so he asked an employee if they had another size in the back, the employee comes back out and says there is way too many boxes of shoes in the back so he can't find my husband the size he wants. That is the most lazy customer service I have ever seen from all employees in this store.

Had they been upfront from the beginning, we may not have ordered it from Sears and gone somewhere else. Their customer service agents are trained to tell stories, they lied about our order too many times. Just yesterday, we got a voice message and email that our delivery was scheduled for today (Nov 11th) from 9-11 am and when the time passed I called and their automated service recording said my order was rescheduled for November 15th. I can’t trust this company, they got my sale and money but have failed to meet their obligation. I recommend that you not buy from Sears. For the record I’ve been a customer since 1999.

They said we could try several other companies they had a relationship with to see if they could come out sooner. The first and second company said they didn't come to Buffalo. The third one said they would come and when the repairman came he opened the refrigerator and freezer and closed the doors and stated he couldn't fix it because it is an LG and it might be the compressor and that we needed to call Cross Country. So we asked him for the phone number for Cross Country and he said he didn't know.

So we call back "Sears Home Warranty" which turns out it is really "Cross Country Warranty". I say to them that I didn't buy a Cross Country Home Warranty, I bought a Sears Home Warranty and that nowhere in my contract of papers and pamphlet and information and card does it state differently. They proceed to tell me that what I bought is a warranty with Cross Country because they work with Sears now. I tell them that this was never disclosed to me when I purchased the warranty and that they had a legal responsibility to disclose that information before I bought the warranty or to update customers if it changed at all during their monthly contract. So now they tell us that the earliest available appointment they have is the beginning of December. They consider waiting ONE MONTH for a repair as acceptable! They are BAIT and SWITCH and FALSE ADVERTISING CON ARTISTS.

I went online to Sears AND Lo and Behold there was my treadmill only now the seller wanted $858. I spent 4 hours on hold. Finally was contacted by Sears who said there was nothing they could do, it was a 3rd party. I argued it was on the SEARS website. SEARS needs to take responsibility. The Sears spokesperson said yes they had had trouble with this seller. He would try to get a refund, I reminded him he had better or I was going to the news. So I got my refund but no treadmill unless I wanted to pay the $300 more that they were now asking. OH by the way the SEARS spokesperson said this seller changed the prices often. SHAME ON YOU SEARS. No wonder you are losing customers. It is on your website, I trusted you.

Months later and after numerous runarounds we still don't have the money. We are sick of calling and having customer service (I use that very term loosely) say they cannot see our account or they cannot read the scanned receipt. The excuses are too numerous to count so we dropped our policy with them. Not for sure if we will ever get our money but at this point we know we've been scammed. DO NOT buy a policy from this company. You will regret if you do!

After waiting for the refrigerator to be delivered to my residence all day on October 6, Friday. I used the order number the salesman provided to print my purchase and delivery documents. At that point, I discovered the delivery date had been changed from October 6 to November 6, and I was furious. As a result, I called the telephone number on my order details; explained the dire situation I faced and cancelled the refrigerator - I originally purchased from Sears at 6:00 pm. Therefore, I went to Home Depot (where I should have gone) and purchased the same refrigerator On October 6 at 7:00 pm which was delivered on October 9th, Monday at 12:00 noon. On October 6, I was told by Sears' delivery department receptionist that I could expect a credit to my credit card within 5 to 10 days. Currently, today is November 8th, and I still don't have a refund. In fact, I just got off the phone with the same person; who now claims I should have a refund within 72-hours.

There were parts that the technician ordered that I did not use, so I sent the parts back on October 7th (UPS picked it up from my home). The parts department received the parts back within days (October 11th or 12th). I still have NOT received a refund for the parts I sent back. I have talked to several people who have not been able to help me. All I've been told is "The processing team will contact you back within 24-48 hours." It's been weeks and they still haven't called me back. I just want my money back immediately. I was finally told I would receive my refund by November 2nd. It is now November 6th and a refund has not been issued. I will be filing my complaint with the BBB in hopes to receive my refund of $200.00.

So a week later it happened again and we will lose all our food and a ton of breastmilk for our 6 month old that ONLY drinks breastmilk and can't do formula. Called for an appointment and they said in a week was the soonest! After over an hour on the phone they moved it to 4 days from now. Still ridiculous. We asked for a refund because we are going to call someone else, but they refused... And after all this...had the gall to ask us if we wanted to buy their home warranty stuff!!! Which BTW from the first call, to the repair guy to the new people we called... We were asked 9 times to sign up for this home warranty. So if you call them, it's basically a commercial for their home warranty service. They are horrendous and DO NOT CALL THEM!

The representative I spoke with laughed at the situation and accused me of raising my voice at him. This was not the case and when I tried explaining that I was upset because of the fire he only started yelling at me more. It ended with him telling me I would be fired from Sears if I worked there... This of course confused me because I was the upset customer in this situation, not the other way around. He found humor in this and put me on hold where he then hung up on me. I'd love to speak to a supervisor about this representative and if there is anything we could do about the faulty oven we had purchased.

On 10/29/17, I got another email from Sears that said "Good news! Your home warranty plan is now active." And the new appointment is on 11/1. Sears already charged my bank account $54.43 on 9/29 and 10/30. I thought my contract with Sears has been reinstated but when the technician show up today at my house and he told me that the contract had been canceled. He even said if I want to fix the refrigerator I have spend over $400.00 or to re enroll and set up a new appointment for another month or so. I bought all my appliances from Sears just because I trusted the big name SEARS. And I don't know why do I have to go through all the hassles for just trying to fix my 2 years old refrigerator.

Because it's all the same problem, there is not supposed to be a service fee for each of their visits, but they apparently have come up with a new way of generating revenue... each visit we get a new DIAGNOSTIC fee, of between 75 and 125 dollars. To be clear, THEY keep on MISDIAGNOSING the problem, every time they come it's "Oh wow, we replaced the part and it didn't fix the problem, so that must not be it, put the original part back in, and we'll send the new part back, and we'll order this OTHER part, because THAT must be the problem." But you guessed it, the diagnostic fees don't seem to be something that gets removed from the invoices, those just get added on.

So, after several hundred dollars of warranty payments having been paid, and other monies paid for the initial service call deductible (100.00) and the diagnostic services, we have paid 800 dollars and still don't have the problem fixed. To add insult to injury, when you call support, you hear a message recommending that as an alternative to the telephone, you can use online chat, just contact searshomewarranty.com/chat.

Go ahead and try it. It doesn't work, the chat page refers you to an FAQ page, and the original support number and there is NO online chat available. If you ARE able to get through the phone to a warranty telephone tech - most times you can't because the automated operator software they use, hangs up on you, or sends you into a prompt loop you can't get out of - you MAY be able to actually get someone who seems to care about helping you, but they don't seem to have any real authority to do anything.

I realize that Sears is in financial trouble, and this level of service is a clear indication as to why. To be clear however, this is beyond ridiculous and the "bait and switch" that we - and apparently many others on this board have been subjected to - warrant a class action, AND the beginnings of a federal criminal investigation (wire fraud).

So I asked for the part numbers, called Sears Parts Direct and lo and behold they are indeed available for immediate shipping. The parts department reps seem genuinely baffled that the service group is saying they are backordered. They offer me a 25% discount because I am under a total protection agreement (which what the heck if I am under a total protection agreement I should be having of I order parts. They should be taking care of it)! The customer service agents seem annoyed that I now have all the parts and promptly offered a first available service date almost 3 weeks out. Clearly they are doing everything they can to encourage me to handle the repairs myself. So I am and taking the receipts to small claims court. Enough is enough. Stay far far away from Sears and never buy a protection agreement it is worthless.

It is October 26 and we are still waiting for the 2nd part. It has been 1 1/2 months for this "so hard to find part". Each time we call, we go through two hours of getting a hold of someone who can actually help without the phone getting disconnected or they keep transferring you to another customer service representative who has no clue about the issue and we have to keep explaining ourselves over and over again. IT IS A HORRIBLE EXPERIENCE WITH SEARS!!! They have no values or care for family needs. They do nothing about caring for their customers. Their service is horrible, their products are horrible and their warranty too. On top of this, they want you to purchase an outrageous warranty!! DO NOT BUY anything from Sears. They are unreliable and unfaithful. I'm sickened with how they continue to go on about this and drag things.

The first repair made was to replace the motor. Since that didn't fix the problem, I guess it's safe to say that the diagnosis was not correct and that there is another lingering issue that needs to be repaired. Also, there wasn't a short until after the technician replaced the motor. I suspect there are a few strategies on the part of Sears being played out. 1. Sears is hoping that we will get tired of calling customer service, and go buy another machine. 2. They want to save the cost of doing the repair so they are willing to cheat the customer out of the very service plan they nagged us into purchasing. 3. They don't pay their subcontractors and the subcontractors are looking for easy quick non labor intense jobs. We have spent many hour on hold waiting for someone to help us. Does anybody at Sears customer service have a conscience? If so please "grab the bull by the horns" and do the right thing.

Back in July 2017 I had problems with my fridge, oven, stove and hood and put in a call to Sears. Some of the issues were minor, others major but I wanted to take care of it all at once. Sears was able to schedule a repair call for a week out with a third-party technician. At that call a inspection by the tech rendered a diagnostic and a claim that he submitted to Sears. I followed up with Sears and was told that all parts and services were covered. Everything seemed to be going smoothly. It took the tech six weeks to get the parts and come back for the repair. Following the tech call on 9/7/17 all of the appliances are in worse shape or are still not functioning. The technician actually did more damage to the fridge and the hood and could not repair the stove or oven. I have been in limbo ever since.

The technician deemed my oven unrepairable. Sears has approved a claim to replace the oven. Sears told me to go out and purchase a new oven which when I submit the bill of sale, they will reimburse me. The stove is also not repairable and is inoperable due to mechanical issues but Sears has declined the claim on this item. In reading their contract, it clearly states We agree to pay the covered cost to repair or replace the items listed as covered on your agreement coverage summary if any such covered items becomes inoperable during the term of this agreement due to mechanical failure caused by routine wear and tear.

I have made 5 calls to Sears to challenge this decision and to see about getting my other 2 appliances repaired. I've spoken to a supervisor and several call center reps. Each call has lasted on average an hour. I have made no progress in negotiating the denied claim or getting the other 2 appliances properly repaired. I am currently stuck in limbo with a broken fridge and hood, an unrepairable stove and an unresponsive repair technician. I am highly disappointed and would recommend to all who are reading this to never buy any Sears Home Warranty.

With my experience, and as I searched various online forums, I found that this is their standard practice to deny claims. So, I feel lucky that one of my claims was approved but confused why the others were denied. I am not confident that when I submit a receipt for the replacement oven that they will, in fact, reimburse me. I would love to sue the company for breach of contract but my understanding is that they are in the midst of a bankruptcy. Anyone else had any success in navigating this process? Please share if you were able to get this covered after they denied the claim and how you went about it. Thank you.

When this is finally over and our appliances are delivered, we will NEVER shop a Sears again. Worst company EVER!!!

I called the online store to only be more disappointed that the employee on the other end had no idea of what he was talking about but then kindly replaced the "USED" dishwasher with another one and charged us for this new dishwasher. The customer service rep then sent the other one to another location for pick up. We picked up the new or shall we say supposed to be new dishwasher only to install and have the pump leak water. Once again on the phone to the Sears online customer service. The associate "Belle" was so gracious to ignore my request for a manager over 5 times, yes that's right she would not let me speak to a manager. She then told us we needed to call the store we picked up the item from because it was their issue, not the online store's responsibility. Passing the buck to the store she then went on to tell me that our previous order that was returned because it was "USED," was not in their system???

When I finally had enough of her ignoring my request after 30 minutes of talking to her, I asked once again if I could talk to a manager. She then kindly said... "I have a manager for you to speak with!" Belle then kindly transferred me to a line that just rang for 10 minutes with no V.M. or person to speak with. We returned the dishwasher and purchased through another, more reliable vendor. I have clients that I have purchased appliances for through Sears over the years and the past 2 experiences have been less than stellar! I will not be using Sears again or anytime in the future.

We been Sears customers for over 30 years, my parents before me. Never again. This is the second side by side we've had problems with but the other one was a few years old. Not this one; only 2 1/2 years old. I won't go into detail about the customer service, others have already expressed similar problems to mine, i.e.: rudeness, difficult to understand, refusing to get a supervisor, etc.

Sears has outsourced its parts and itself right out of business, pretty much. We will NEVER buy anything from Sears again. The order number I submitted is the first service order number slip we were given. I have every repair day confirmation printed, every service order number for every day he was here. Also, every notice received via email for every appointment. We are still awaiting the "electrical board" that runs the compressor as the one in the fridge isn't compatible with the 2nd new compressor. I will be going to the Consumer Protection Board. It probably won't help because of how and where parts are made. I feel bad for the repair guy who had to deal with this stupidity. I tried to submit without checking one of the stars. It wouldn't go though. Although it wasn't deserved, I had to check ONE star.

We are now 2 months into a totally inoperable fridge. Complaints to the company have been fruitless. When I asked them to replace the unit as they couldn't seem to get it fixed they refused as it hasn't been 4 times in one year that it has needed repairs. My husband is diabetic so we have been using a dorm type fridge for his meds. But cannot put much more in there making it impossible to prepare the type of meals he should be eating. Wish we had never purchased this fridge. Will never buy from them again. I do realize it is not the fault of the people we are allowed to talk to. They are only doing what their job requires. The fault lies with the CEO and Board who I am sure never have to wait for repairs. (They probably use another company!)

Well... not more than 30 mins later... I received another call from someone else confirming my appt. I let her finish her spiel and then I said someone just confirmed my appt, so there's no need to confirm again. The lady said I don't see anything confirming... So not to go on and on... long story short I received 3 more calls. By this point I'm LIVID!!! So I tell the 3rd person to cancel my appt, at least she did see the appt, but she said it was for 5 PM, I made the appt for 3 PM. So I asked them to cancel my appt. Anddddddd guess what... I received another call within the hour confirming my appt. I lost it!! So with the reviews I'm seeing now... I should have checked here first that would have saved me A LOT of frustration!! After reading the reviews... I'm kinda grateful that I didn't allow them to come out.

Upon contacting Sears about this problem they refused to do anything about it and asked me to schedule another appointment since the technician recorded that I canceled the appointment although he was at my house fixed the stove and charged my credit card. The calls when you call Sears are answered by a call center in the Philippines and they are pretty much useless and only schedule appointments. The customer service rep had no empathy and was only concerned with scheduling another appointment.

Okay, I was irked at this point because that is 3 weeks of no dishwasher and 3 days of no work... On Sept 18! A different tech came out. He was nice and knowledgeable (it seems) and said that the part the other tech took with him would have fixed it. So we would have to wait another week or so to reorder that part. At this point, I was just done with Sears. I could have called another repair company as opposed to them. This tech issued me a CWO parts return/refund form for $221.61 and I was fine with that. I called Sears to inquire about the refund 10/11/17 and they were ridiculous no one tried to help me. They kept me on hold for over an hour all 3 times I called (I put it on speaker phone and went about my day) and still offered no solution.

Actually, one person said they would try and refund me $168 dollars. When I brought up that my paperwork (which I have on hand as well as screenshots of how long I was on hold) says $221.61 is due back to me the customer service agent basically said that wasn't going to happen. They didn't even know that I should be refunded. Don't waste your time calling this company. They will steal your money, not fix your issue, and then harass you about signing up for their monthly service plan constantly. They keep giving me the runaround and tell me they can't transfer me to anyone who can help me and then they state they can't help me... I have these conversation recorded.

Now I am left in limbo with a broken fridge and no repair. Highly disappointed and would recommend to all to never buy anything from Sears and never ever buy any Sears Home Warranty. With my experience, as I searched Facebook and other forums, I found that this is a their standard practice to deny the claims after blaming the electric system or surge. I feel like suing the company for the VERY VERY DISAPPOINTED. Anyone else had any experience like this? Please share if you were able to get this covered after they denied the claim.

I finally made my appointment after three days and a tech came out immediately. I was not told he was on the way. The online app did not notify me as expected. The tech called and said he was sitting in my driveway, so I let him in. He find out immediately that the compressor was not working at all. He said I should not bother to have it worked on but should get a brand new one. He even said that after 30 days, they would be in willing to do anything to help even with an extended warranty! So in a way, I am glad it didn’t worked or I would’ve been up the creek without a paddle.

Because of the lack of control of their subcontractor, I ended up purchasing a new refrigerator. Back to the HVAC unit. The summer of 2016 was not a bad summer and I usually set the temp between 75 degrees – 77 degrees. This year when I turn the air on the cooling in the house would not go below 90 and it was blowing out warm air... I'm so angry. BRAND NEW UNIT PAYING ALMOST $9K and now I have to pay more for Freon??? I called the salesperson and every contact number I had. Not one person returned my call so I called the Warranty service. When my warranty policy renewed, I received a letter: FYI I do not have the warranty for HVAC.

"As we extend your home service protection for another year, you can rest easy knowing that you'll have the same protection and benefits you've been enjoying, INCLUDING 'One heating and one cooling system check in the coming year... both with no service call fee.'" LOL!!! They sent a small subcontractor out to look at it. One man small operation. He told me what I already knew... It needed Freon I would have to pay for (did I mention this is a new unit that Sears installed) but more than that, there's probably a leak somewhere but it would cost me about another $800 not including the repair and hopefully that was all that was wrong??? Oh this took place about April of 2017. Now mind you, the air conditioner usually will not go on till about May so I would not know that there was a problem till the air is turned on the next season...

NOW I'm so angry with Sears at this point. I cancel my Warranty cause I refuse to GIVE them any more money... Joke’s on me. Get this... because I used the "ONE HEATING AND ONE COOLING SYSTEM CHECK IN THE COMING YEAR... BOTH WITH NO SERVICE CALL FEE." A service they offered, they set this up as a claim and charged me $122 claim fee when I cancelled the warranty... no disclaimer of any kind!!! I paid to get rid of them... I told the lady I did not call in a claim. I used the “offer that was sent in the mail.” Had I known this was treated as a claim, I would not have used them. But to get rid of them I paid the cancellation/claim fee. I’m on a mission to report this to whomever or wherever. Now I have to find an HVAC contractor to fix my unit right. Oh today in Texas 10/7/2017 outside 83 degree temp inside 80 degrees Air conditioner is on 72 degrees!!!

DO NOT BUY FROM SEARS!!! Just got off of Sears’ online chat... They're still trying to get me to purchase the Warranty to send someone out to fix the problem!!! Oh and I STILL have to pay for it??? WHAT??? What a joke and not funny at that!!! I would not trust them at this point to change the filter!!! I want everyone to know and I'm posting everywhere I can!!! So angry at this point!!!

Sears policy is that if the mattress is damaged it has to be reported within 72 hours. The mattress wasn't damaged, but was incorrect, so I called the Sears store and reported that information within 72 hours. I was told that I had to come into the store in person to get it fixed, but I could do that anytime during the week. I went in 3 days later and showed them all of my paperwork. The store was apologetic and tried to fix the problem, but the mattress division of Sears refused to fix the problem because it had not been reported to them within 72 hours.

I now have to wait 30 days in order to get a "Comfort Exchange" on a mattress that I did not want and is way too soft to sleep on comfortably. I called the national number to report this to Sears in an effort to get some sort of resolution to this in which I don't have to wait an additional month to fix this problem. I got nowhere with them because of their VERY strict return policy. What kind of a policy does not allow the customer to get satisfaction when the store was at fault?

It's obvious that Sears is poorly run and is going downhill. The original clerk that worked with us on our first mattress purchases was extremely knowledgeable and cared about her customers and the product. Her position was eliminated and a disgruntled person from another department was put in her place to cover the mattress area. This was a very poor decision on the part of Sears and just proves that the store does not care about their customers. I truly felt that I was inconveniencing the second clerk because I wanted to order a mattress. Maybe he ordered the wrong one on purpose? You never know. I will not be shopping at Sears anytime in the future, and I would encourage others to also learn from this experience.

Sears home warranty service is nothing but a con job! Sears don't give a ** about their customers. I can't wait for them to go out of business. Take your business to JCPenney, Best Buy, Lowe's, or Home Depot, they sell appliances and have better customer service for anything else you need, any place else is BETTER than Sears. Your two-bit contractor threatened to put a lien on my house on Monday for $180. You should have paid them. I already paid the $75 deductible, plus I gave him another $75 tip. Deadbeat Sears refuses to pay the man $180 for his services. They say he did not have "approval" for that work order. Nobody told me, the homeowner. Now they're crooked, contractor is going to take it out of my hide. Bring it! Nothing "fake" about this review.

Updated on 10/27/2017: Ok, my last review was Oct 6th about this same piece of crap refrigerator from Sears... it is still sitting in the kitchen DEAD. We have had several cancellations from Sears service. When they came this week on the 24th of October to install the new compressor, guess what, you need more parts, to be exact a condenser coil and evaporator coil, well we have received the condenser coil this afternoon, different PN# than what was ordered, got a call to the tech about this, still no evap coil... this has been on going since the 20th of September, going into November now... Never ever again will another Sears appliance grace our home, we plan on building another home in the next 12-24 months and I can tell you that Sears will not be in the picture, I will go to an independent appliance store or Costco or Best Buy and will not use A&E appliance repair for a service company. Will keep you posted on all the love from Sears.

He told me it would be another 2 weeks before he could come back and that the next refurbished part would probably not work either. He told me I was within my 30 days of the home warranty and could cancel and simply buy a new washing machine. He told me I would continue to experience refurbished parts being ordered and not working and this could go on for weeks. I called Sears the next day to cancel my Home Warranty since they would only authorize refurbished parts. I told them what the technician had said. The gentleman from the cancellation department asked to give them one more chance, that it would not cost me anything for the technician to come back out, the part had been ordered, and that they would talk about what to do if this appointment did not fix the machine.

The next technician arrived approximately 10 days after the first appointment. He told me that the part I had replaced less than 2 years ago should not have already failed, and given the refurbished part did not fix the problem indicated to him it was a different part that needed to be replaced. He told me the first technician should have ordered this other part instead of the same part. The technician did put in the refurbished part ordered by the 1st technician, and as he suspected, it did not fix the problem. The technician ordered the other part that he said now needed to be replaced. He said before Sears would ship me the new part, he had to take that part out of my machine and send it to Sears. Because of this process, and delays it caused, he could not come back for another 10 days.

The day before my now third appointment, I received a call from Sears verifying I received the part for my appointment the next morning between 8a-12p. I told Sears I received the part and that person verified my appointment for the morning. One hour later I received a call from Sears saying my appointment needed to be rescheduled because I did not receive the part. I explained that I had the box on my washing machine. The lady insisted the computer said I did not have the part and she was rescheduling the appointment.

When I continued to tell her I had the part she told me I needed to read her the numbers, I suppose to prove I had the parts. I told her to transfer me to the warranty program because I was canceling it. After being transferred I spoke to a man for almost 35 minutes. He apologized over and over again, told me the appointment was definitely scheduled for tomorrow, I did not need to read the part number to him to prove I had the part and that my machine would be fixed tomorrow as scheduled. He told me if the machine could not be fixed they would give me money to buy a new machine. He asked me not to cancel the warranty and let them fix the machine in the morning. I agreed to give them one more chance.

I received 2 email confirmations that Sears was coming in the morning between 8a-12p. The technician never showed and they never called. At 12:07 p.m. Sears called to tell me they needed to reschedule my appointment because I did not receive the part. It was unbelievable! I told them I was canceling my Home Warranty. She transferred me to the cancellation department and I was on hold for 47 minutes. I called back and spoke to someone else, who then transferred me to the cancellation department again. I was on the phone from 1:07 to 2:30 p.m. on the second call waiting to cancel my warranty. The lady in the cancellation department confirmed the error on the part of Sears, but said the technician now could not come back for another 8 days. I told her I wanted the part back to my washing machine so that I could call another company to fix my machine. She told me I needed to call the parts department.

I called the parts department and they said they would schedule a pick up for the part that they claim I don't even have. She said they will not return my part until they pick up the part they sent me. I have not received notification as to when they will pick up the part. In the meantime, I can't even call anyone to fix my washing machine because Sears has my part. Obviously I canceled my Sears Home Warranty program and will never call Sears appliance repair again.

First time, that said they'd get back to me -- they didn't. Second time, the guy said “we don’t give refunds on work done even if doesn't fix the problem.” Third time, the lady said no refunds for labor but maybe for parts and she said she’d get back to me. All three wouldn't pass me on to a supervisor. The lady said she was as high as Sears let complaints go. Bottom line -- if I get nothing back, I'll never visit a Sears store again. The new refrigerator will come from HD, Lowe’s, or Costco.

The new technician then made a new diagnostic and said it was the board control on the front of the refrigerator that was bad and needed to be replaced at a cost of $681.55 which we refused. I then ordered the part myself and replaced it and that did not solve the problem either. I am now out $106.62 for the diagnostic plus $22.00 shipping for the new part that was misdiagnosed. I am very disappointed in paying for a diagnoses that did not solve the problem. I feel that because both diagnoses were wrong that my diagnostic fee should be refunded. Sears refused to refund the money.

When the guys showed up they were nice and friendly however I had no knowledge of right or wrong when it comes to AC and ductwork. They stated that had to run the ductwork through my bathroom wall over my toilet because they couldn't get the ductwork through the tight ceiling space and left the ductwork exposed saying I would have to do it or hire another contractor. We also paid for blown in insulation in our attic space and had to fight with Sears because they never put it on the work order but we had paid for it.

Fast forward to a year and some change later, I had a contractor come look at the ductwork in the bathroom to box it in and he refused to do it since its location would provide a safety hazard and he did not want to be liable for it. From the get go this was difficult and now I'm wondering how a 13k job was done this horrible. Large hole in ceiling in the living room return vent had the drywall cut in crooked hole in bathroom where they wanted to put a vent but said they couldn't after they cut the hole (drywall contractor said they could have gotten it in there and could have used a different duct type to get into my back bedroom without going through my bathroom wall) and the bathroom duct is free hanging secured with zip ties. I'm extremely frustrated. The drywall contractor recommended if Sears does not fix this to hire a lawyer. After dealing with the insulation fiasco I have no faith they will resolve this.

The repair guy has fixed the washer 3 times, and there will be a 4th-time yeah!! Also, not to mention how I had to put my life on hold because I have to wait for them to show up. So in the meantime, I have to spend more money and drive to the laundromat to do my laundry because I was sold a lemon! Oooh but that's not all, you also, have to know about their wonderful and so helpful "customer service", which by the way, will put you on hold, transfer, or hang up your calls and confuse the bejeezus out of you because you can barely understand them! I hope to find a class action against this company so can I add my name to it! So in the meantime, I will file a formal complaint with the Better Business Bureau!

I have been trying for one month to get Sears to credit back the $165 to my Paypal account and they keep saying that the e-cards are frozen. Well anything should fall out in 30 days. I have tried to be patient but what makes it all worse is that every customer representative that Sears has is nasty as a summer cold. I am done with Sears and beware of their online shopping. I would not trust the system that they have with any of my personal information especially payment information. Do not go to Sears online. It seems as though since they combined with Kmart they are just not Sears and Roebuck of years past. I give them a zero zero zero zero zero zero.

I have finally had to open a dispute with PayPal in order to get my funds replenished. They should have to pay back that money with interest. I am very disappointed with a store I shopped with for years but never again in-store or online. I know I am minuscule As One customer but this is one customer they lost and I have spent very much money at Sears over the years. I have no order number because there was never an order placed. They just took the money and ran. Also have no receipt, only a dispute opened with PayPal.

I have called everyday multiple times and always get transferred to another department or told I need to wait on a call from someone in deliveries. I have never seen a long standing name brand care so little about customer satisfaction in my life. This was a major purchase for me and it has been horrible. They are stealing my money and refusing to bring me my replacement unless I wait for weeks with a fridge that is too huge for my kitchen. I'm considering going to the local news about this because they should be shut down. Look at all the complaints!! Go to Best Buy.

All I get is the run around from some lady I can barely understand and she gives me a number to the Warranty department. So I call that number which is 1-855-256-2467 talk to a lady tell her the whole story AGAIN!!! And she Also tells me that my warranty is cancelled and I say NO!!! It's not... She was able to give me my contract number and then she transfers me to another department and I literally sit on hold for 5 HOURS!!! I REFUSED to hang up. My phone call got dropped. I'm so upset with Sears and after reading ALL these HORRIBLE reviews I don't understand why they are getting away with this. It's a SHAM and SHAME on them. I will NEVER spend a penny in SEARS AGAIN!!!

So now 72 hours pass with no call so I call them back again and am told to call the customer service # LMFAO (chase my tail again). They tell me that they cannot waive the 15% restocking fee because the mattress is defective HUH?? So now I have to pay $365 to restock a mattress that they will try to resell and also a pick up fee of $80. (Are you kidding me?) The customer service is abysmal. Sears if you're not smart enough to know what abysmal means let me tell you. Extremely bad, awful, atrocious! I have not shopped in this store for over 25 years and now I remember why I stopped. I went back to Sears because I hate to see a once great American company going under the way they are, but now I see why they are. The CEO Eddie Lampert does not care about his customers at all. If you read this you will see why Sears CEO: 'We don't need more customers' - May. 11, 2017. Pretty amazing huh?

When you deal with customer service for Sears you are dealing with a third world organisation. They don't care if you are a satisfied customer or not. They just want to steal your money and send you on your way. The best line I got from them was that someone from their mattress team would call me back. LOL. You really have a mattress team? All the reviews I read on here are all very bad and I can see why Sears and all of its sister stores will and should go out of business. The founding fathers of this once fine company are I'm sure spinning in their graves. Do not ever buy anything from this company. You will be very very sorry if you do. Good luck to those that do not heed this and all the other warnings on this site.

Furthermore, the part that failed on my unit 41AB150 is a well-known part with a history of failure due to a design flaw has been officially replaced with an upgraded part # 41AB150-2. So, Sears, is not honoring what they claim on the owners manual as free part replacement warranty. Do I need to start a class action suit? Are there lawyers reading this? Please contact me. BEWARE: Sears DOES NOT HONOR ANY WARRANTIES - even if it's printed in black & white on the owners manual.

Then the runaround started. First, they said it was the village's water system that was causing the problem because the village has such hard water. When we pointed out that no one else in our condo complex had a similar problem, nor did we for the first 2 years, and that every other faucet in our condo is connected directly to that same water line and none of them has any problem, they still insisted that it was not a problem with the refrigerator. They then claimed that the lines and filter in the refrigerator were not even covered by the agreement. This problem with the refrigerator water has gone on for over 2 months, having spent hours on the phone trying to explain our situation. The people answering the phone were rude, not willing to listen to our reasoning, canceled appointments with technicians without notifying us, and a host of other issues.

Today we got the same runaround on the phone so we finally gave up. We called the Service Warranty Office and canceled the remainder of our service agreement. They said they would post a refund for the remaining 2 years to our Sears credit card. We'll have to see if that really happens! We're done with Sears and now warn others to avoid being taken in by their hollow promises and their lack of integrity and empathy with service problems with this type of service agreement.

4 weeks later, part arrived as they ordered, technician came for the appointment, but unable to fix as part came broken, need to be re-ordered. New appointment schedule in 2 weeks later, 2 days before appointment they told me part was back order and they have to reschedule me to 10 days later. I got very upset, I keep calling customer services/complaint department, but they kept saying that "unfortunately there is nothing they can do". They offered to buy extended warranty with them for $50/month and it will be good for 1 year. At this point, I do NOT want to pay any a penny at Sears anymore. We are more than 2 months without a refrigerator. I called them back today, again they said there is nothing they can do, I should call them back after my stuff was fixed... What for??

This is my first review ever. I just want to share the bad experience I had with Sears for the next person to consider before coming to Sears. No wonder why Sears is so empty now. Who would want to buy stuff at a place like this? Customer service has no customer service skills, customer solutions had no solution for customer. I would never go back to Sears ever again, will be sharing with people I know for their consideration to come to Sears for anything.

Customer service in Eatontown, NJ did not ever return calls. Things got better when I did a little research and contacted executive headquarters. Even then, there was not much done, since I found out these remodeling offices are "franchisees." The cabinets were put up and taken down four times because they were crooked. The soffit was removed by the GC and Sears refused to put in a new soffit.

After over four months of no kitchen, I was ready to go to court. Fortunately, I found out they didn't obtain permits. With that, the job was shut down and management woke up. The job finally finished in early February 2017. Two drawers do not open and close properly and the doors slam. The windowsills are crooked. We paid another contractor to finish up some of their mess. Beware, beware, beware. You can do a better job yourself after attending a Home Depot class. It was an absolute disgrace. I won't even go into Sears to purchase a wrench after my experience.

However, instead of looking at that leaflet, I went home and found a number on my Sears water heater for customer service. I also had kept all the paperwork for this purchase with the water heater so I had it handy. I called the number on the unit, gave them the purchase date and my information. They informed me I had purchased the full replacement guarantee at the time and anything this unit needed, including replacement with a new one, was covered. I honestly did not remember buying that policy but I'm glad I did. They came out on schedule, fixed my existing water heater in about 20 minutes with new parts. He also flushed the unit of sediment to prevent further problems free of charge.

But, even though the one problem was fixed, the water heater developed another issue shortly after. Sears had my same repairman out within 24 hours and after assessing the problem, determined that this failure would require ordering a new part. He placed the order, has arranged for it to be delivered overnight to my front door and has already put me on his schedule to return and repair the heater again free of charge.

I was telling a co-worker about my experience and she said she has a service contract with Sears on all her appliances. It cost her $500.00 and had paid for itself over and over again - including appliances that were in her home at the time she bought it 13 years ago. In any case, I'm very happy with Sears and will buy appliances there in the future. BUT I will make sure I pay for the extra warranty as well. I think maybe that might be what had made my experience one that I can give a 5 star rating on here.

The month long waiting period came and went with nothing from Sears, except the spam emails asking me to review a product I have yet to receive. I contacted Sears.com in the middle of April, help via their chat window to make sure that I had not missed the notification that the item had arrived at the local store for me to pick up. During that conversation I was notified that the item was still on back-order and should shipped around 5/18/17. As I was starting to get annoyed, I reminded myself that I'm getting well built hand tool and convinced myself it was worth the wait. Then along comes June or July, I can't remember which, and I still have not received anything. This I was going to talk to a real person via the phone and not by chat. Did you know that under the "Call Us" link there is not a single phone number? That's horrible customer service right?

Anyway, the real person said it would be August. I did not pay attention to the exact date nor the excuse the representative gave me. As probably guessed by the rating and the subject August, like the other months came and went. Which brings me to today. I finally remember that Sears has my money and hasn't up held their end of the transaction, so I tried to call Sears again. Three months later and there is still not a phone number under the "Call Us" link. So I decide to call the local store just to check to see if I may have missed the email or phone call. They was shocked that it had taken over 6 months for a simple screwdriver, and was extremely helpful by giving me phone numbers to call. By the way, in the process of writing this it was brought to my attention that if you enter "Phone Number" in the “Have a question?” text box, on a computer it will not give a phone number, on a cell phone it does actually give a phone number.

I guess I'm just too old school in that I actually use a computer to do my research. Where was I? Oh that right, the lady at the local Nacogdoches Sears store was a pleasure to talk to and work with. I called one of the 4 numbers (1-800-416-8057) that the nice lady at the local store gave me and got this soft spoken, hard to understand guy. He sounded surprised it has taken over 6 months to deliver a screwdriver. This representative was unsympathetic to my situation, did not offer an explanation as to what went wrong, nor offered a reasonable or logical solution to my problem.

All he was willing/could do was cancel the order and replace the order. I even informed him that the item was in stock in a nearby store. Is it impossible to have an employee grab the item off the shelf and mail it or drive it to the Nacogdoches store, and at the bare minimum is it impossible to have the Lufkin store place the item on hold and ask me to drive down there to pick it up? When I informed him about my brand loyalty to Craftsman, and that I will not be replacing the order because Sears has shown they cannot be trusted to fulfill a simple order, he was like "So?" And that my dear reader is how you go from a $191 stock price to a mere $7.52.

I will never step into the store again nor will I ever buy anything from Sears again. I know that Sears is not doing well, (there was virtually no one in the store) and have read that they are in financial trouble. I used to feel sad, as this was a store I grew up with. But not anymore. Sears does not care about me as a person or loyal customer, so Sears deserves to bear those consequences of failing the customer. I should have been allowed to return the two items especially since it was only 3 days over the time limit and I explained my circumstances. The manager simply didn't care. Ironically, I had a whole pile of things I was going to buy and I just left it all on the counter in disgust and frustration. Shame on Sears.

It was a Sears employee who told me this! She said there was nothing they could do but give me a 500 dollar credit that I must use in their store for a refrigerator! I can buy the same refrigerators at Costco for about 700 less! With a warranty! Sears tells nothing but lies! Do not buy a warranty! Take your business elsewhere! As customers only we can make a difference! Do buy from them! Let's protect each other! Sears will be out of business in 2-3 years! They are going bankrupt all over! On a personal note! I practice emergency medicine. I have a good income. This is the only review I've written in 41 years! I'm saying this to protect others! Do fall for the scam!!! I've attached the text message I got from the manager after I spoke with him. I wanted to verify if get a new unit and not a credit. He assured me I would get a new refrigerator as close to my old one as possible!!!

I advised this is fraud. If there were further terms to redeem the offer, they should have made that clear. The offer says "You have $20 to use on Sears (spend $20.00 or more on qualifying items). It doesn't say you can get $20 after you make a purchase which is what you say you were told. If the offer was you GET $20 when you spend, then THAT'S what should have been written on the offer. While she was on the phone, I redeemed points, but when I got the cart it was the same issue, the $20 points still didn't add to the order. She had no words for that. They are fine with not specifying all terms and giving different terms when the offer doesn't redeem as advertised.

I've reported this issue to them more than once and they show no interest in adding this new information for the customer to know before purchasing. I've called Sears and Shop Your Way customer service departments and they transfer me back and forth between departments neither wanting to provide good customer service acknowledging the problem. Needless to say I didn't place the order since they won't honor the rewards as advertised. I did advise her that I would be filing a complaint and they need to correct this simple wording, so future customers won't have to deal with their double talk.

We were told that everything will be manufactured in their factory in Atlanta and all the "licensed" contractor needs to do is to install them. That was not true either! Only the doors were manufactured outside our house. The facing that was glued on the exterior surface of the cabinets were cut in our patio and garage!! The shelves were cut in our garage and sprayed with a spray can! The edges of the shelves are SO sharp that every time we try to get something out of our cabinets we get our skin peeled! Screws and nail poking out of cabinets, the refrigerator was installed unbalanced. The garbage disposal was not tightened (as soon as we used it, it fell down and our under sink cabinet filled with water). Wrong glass doors were installed and... More importantly we had an unlicensed, rude, hot temper guy working in our house which in two different occasions he brought his nephew to paint the crown moldings and his dad to cut out some shelves!!

The only mistake we did was not to look at their reviews and consumer affairs reviews before hiring them. We emailed multiple times to have some answers and to get somebody to come to our house and fix the issues, but nothing! Now we know that the good old name Sears does NOT exist anymore and their LLC blah blah blah is only out there to collect money to pay for their debt. PLEASE DO NOT hire these people as they don't give you what they promise!

Sears determines what is a "comparable replacement", and if you don't like their choice they refuse listen or compromise. They tell you your only option is to go to the store, pick out the one you want and pay the difference. I did that recently and the comparable one was twice the price of the one they approved (more than $1000 more) so I bought one of lesser quality and still paid several hundred dollars above what they offered. As for the "FOOD LOSS REIMBURSEMENT" they lowered the amount I submitted with no explanation. They also advertise "EXPERIENCED SERVICE TECHNICIANS". The last technician that came out (it was his 2nd trip for the same issue) replaced the same parts he replaced 3 weeks before, put the parts in wrong and caused an unbelievable mess (see pictures of the freezer in my GE Pro side by side refrigerator).

I'm up to 5 or 6 repairs on my GE Pro refrigerator in the past few months. I haven't exercised the "LEMON PROTECTION" option because when I did that with my Lady Kenmore Refrigerator they wanted to replace it with a much lower quality (and less options) refrigerator. Their excuse was that they "No longer offer the LADY KENMORE model". That's true but the salesman at the store said it was renamed the KENMORE ELITE. The amount they offered for the Lady Kenmore was more than $1000 less than the cheapest Kenmore Elite.

My recommendation is: check with other companies that offer protection agreements but DON'T BUY A PROTECTION AGREEMENT FROM SEARS unless you want a fight YOU CAN'T WIN because there is no one to turn to when they don't honor the "Guaranteed BEST Protection". It smacks off FALSE ADVERTISING but apparently there is no one policing companies that don't honor their advertising, their promises or the contracts they sell.

By the time Sears comes out you will have lost a lot of food. They are more than willing to allow you to claim spoiled meat or let you pay to take your family out because fridge isn't working. Something isn't right here 1 week is more than enough time to get a repair person out. Otherwise don't sell the warranty. Back to file another complaint with BBB then going to Sears Main office to complain. PURCHASE YOUR APPLIANCES ELSEWHERE PEOPLE!!! ANGRY IN Maryland.

The first part that was replaced was a rebuild that was broken. The second part was not the correct part. The third part was a brand new one that fixed the washer, but by this time we had gotten so frustrated that we had bought a replacement for $400 at Home Depot that came with a 10 yr warranty at no extra cost. In the 3mos that my washing machine was broken we had family visiting from out of town with as many as 11 people staying in our house. I spend hundreds of dollars, and many hours washing clothes at the laundry mat in town.

Even though I had paid the deductible/service call fee I was sent bills post-service appointment for the deductible/service call fee. Upon calling to cancel my warranty service because I would never trust Sears to repair another item in my house again I was held hostage and told that I would have to pay for the 4 service calls, 3 parts, etc. which added up to over $700. Completely unethical! If I had known the frustration I was about to endure over these last 3mos when my washing machine broke, I would have saved myself the monthly warranty fee and heartache and bought a new washer the day my old one broke!

Three years later, I had to have a huge build up of mold removed from inside the unit. Outside, there was also water leaking from the line right next to the drain tube (so there's water that's been sitting up against our wood house). This has occurred due to the unit being improperly installed--of course, this is well past their 1-year installation warranty. Seems like they should be responsible for the damage this has caused and repair costs, but they don't need to because it's past their warranty.

At 28 hours we called back and were told that they actually had 48 hours to call us back. 24 hours after that we called and were told to try some things and call them back. When we called back, we were at square one and they wanted to do the whole thing over again. When I refused, they scheduled an appointment... for the 21st of September (three more weeks). This warranty (yes, it's still under warranty) is worthless. DO NOT BUY SEARS! Now that I'm aware that this is normal for Sears, I will never purchase anything from them again. DO NOT BUY SEARS!

After hanging up I noticed the truck had arrived. The driver wanted to see where the pair was going, I showed him the location and he said, "These units aren't stackable". I asked what he was talking about as I had purchased all the necessary pieces to ensure they could be stacked. He went outside the house called someone, then handed me the phone. The woman on the phone apologized but said I would have to purchase a special unit to make them stackable. I explained I had. She said that they could leave the units or I could reschedule the delivery by calling customer support. I handed the phone back to the driver. He asked what he should do. I said, "I can't have you leave them here if you can't stack them". They drove off.

I jumped on the phone, finally got a human in the customer support area, Jonathan. After explaining the situation, he looked up the order and said in fact that I did order the part. I asked him to have the truck come back - that they had just left. He kept me on hold for approx. 10 min, came back and told me they couldn't come back as they were already on another delivery. I explained my "window" was until 2:15 pm; that they can come back. He then informed me they couldn't because although my "window" still had 10 min., it was after 2:00 pm and he couldn't call them back. Needless to say I was not very pleased with the response. I asked to speak with his supervisor. He put me back on hold for another 10 min came back on and said his supervisor was not available but he could help me set up another delivery date. The delivery date was 8 days in the future.

I was livid! Their driver messed up, never looked at my order to see that I had ordered the part, the first customer service rep never checked my order to see that I had ordered the part and now I have to wait an additional 8 days for another delivery. I told him this was unacceptable. He asked me to hold on and I waited again on hold for 10 min. He came back and said that he had talked to his supervisor and that she would make sure I got a call within 24 to 48 hours to get an expedited delivery date. Approx. 20 hours later I received a call with a non-human telling me I needed to call this number in order to reschedule my delivery. I called, got another person on the phone who told me the delivery had been rescheduled for 8 days out. To me, this was not expedited delivery, this was the worst customer support experience I've ever had. The experience has been so bad that I will not be purchasing anything from Sears, ever again!

I asked the lady on the phone, "Is this a normal thing for Sears to do? Is it normal to have to follow up on charges that are never refunded, etc." she said "Yes, it happens all the time" which I responded, "I’m so sorry you work for a company that does this. Can you imagine if I were elderly, or I wasn't tech savvy?" She said "Yes it’s very unfortunate, most don't get a refund"

Finally, they offer to reschedule me to tomorrow 8/31/17 after waiting for 5 days for them to come and fix my washing machine. They offered two time frames. 8-12 noon or 1-5 pm. I told Jay CC that I would prefer 8am to 12 noon since I have to pick up kids at 2- 5pm. He said, "Ok I will send you a confirmation email." The time on the appointment time on the email was completely different. 1-5pm???? When I specifically said 8-12noon. I called again and ask for it to get change. "Oh we can no longer change it." I asked to speak to supervisor (a complete incompetent). He said he would call me in two hours. It's now 6:40 pm???? After talking to 6 different departments I am exhausted! NO MORE SEARS PRODUCTS!!!

Today (August 29th) I received an email from Sears that my appointment was canceled... 2.5 very long hours later I had been transferred to at least 40 people and discovered that the technician NEVER ORDERED THE PARTS. My next to new HVAC system does not work because a technician I'm not allowed to speak to (according to the Sears representatives) failed to follow through.

We are loyal Sears customers and have spent large sums at Sears in the past few years. I believe that will no longer be the case. As of today the parts have still not been ordered and Sears can give me no reassurance that they will be ordered. We have researched having another company install the new parts, but unfortunately no one else can get the parts. Sears installed a system that only they can get parts for... and then lied about ordering the parts.

8/28 came and I received 6 Sears emails: 1 about the scheduled delivery and 5 individually canceling the order. On the cancellation email, Sears apologized and provided a "chat now" link in case we need to place a replacement order. I clicked on the link innumerable times to find out what happened, but it does open another page to chat. The only reason we can come up for the cancellation was because we vented our frustration to Odie and this is a way Sears to get back. And there must be a demand for the washer and dryer they have on sale.

I wanted to replace the previous owners' washer and dryer with a Kenmore product since it had gotten the highest rating. I ordered a front-loading washer and dryer. It was to have been delivered on August 25, 2017 from 7-9 A.M. I waited for the delivery, but it never came, so I called Sears and discovered the order had been canceled.

I reordered the washer and expected delivery on August 28. I received an email yesterday, August 27 indicating the washer would be delivered and installed between 11:45 and 1:45, and I would get a phone call to confirm the delivery. No one called, and no one came. When I called Sears, the representative, asked me if I lived at an old address. We explained we had changed our address with Sears at least three times, and the address on the email was correct.

She then connected me with a representative who got in touch with the delivery people. They claimed they called us, but no one answered the telephone. I pulled up the email I got and found a phone number with an Akron, Ohio area code despite our address being in New York. We rescheduled the delivery for a THIRD time for August 29 between 11-1. We were upset because we waited all day for the washer and put off things we had to do outside the house.

We are also expecting a gas dryer and installation tomorrow from 1-5 (#**). This delivery man called us on Friday and again today to confirm that we would be home. Although telephone representatives are pleasant, customer service needs much improvement. It is not unreasonable for lifelong customers to expect deliveries to arrive as scheduled when the area has been prepped for the men and the appliances have already been paid for. Does this lackadaisical attitude reflect CEO Ed Lampert's philosophy stated at the May 11, 2017 shareholders meeting "We don't need more customers. We have all the customers we could possibly want"? If so, I will cancel an order worth more than $1,000 and buy my appliances where I can be assured of excellent customer service. Three strikes and you're out.

The dryer has been working perfect ever since. I contacted Sears Home Services and informed them the repair man did not do his job as he did not even remove a single screw. I asked for my money back stating I did not get what I paid for. The customer service rep said I was not entitled to my money. I asked for her supervisor and was told that I would get same answer. It became very obvious to me why Sears is close to bankruptcy. Worst customer service ever. I really thought Sears was a stand up company. Now I will cheer when they fall. Do yourself a favor and avoid being a victim as I was. The Sears technician number was **.

The Tech finally came out in to look at the unit but was not equipped with the parts therefore, he had to order the part which will take an additional 2 weeks. Now, that has add an additional 2 weeks we are looking a month without a cooling system in 90 degrees plus weather. I called and expressed: what do you have a warranty for if it does not fix your problem in a timely manner. Why pay for a warranty? In this process I ask could they give her a temporary one. The rep Harvey, said no. They will escalate the call to urgent again. Sears has the worse customer and to treat elderly people this way is inhumane and just plain wrong. I will never buy from them again. Definitely, not an extended warranty.

Fridge #1 arrive dented and scratched. Tenant requests a new one, which I oblige and call Sears for an exchange. A few days later fridge #2 arrives, and they take away the old. They plug it in... Seems to work... 20 minutes later it stops working... It is a lemon. Yes all steps were taken to ensure it wasn't the outlet. I call Sears and have them bring back the dented/scratched fridge so my tenant has a functioning fridge while they wait for the third fridge.

A few more days pass and fridge #3 is delivered... Oh wait... No they didn't deliver a fridge. They delivered HOSES?!?!?! Like what the freaking heck. How do you possibly screw that up??? Needless to say I'm now waiting on delivery #4 and have absolutely no plans whatsoever to ever shop at Sears again. The entire time I have been dealing with their customer service (which is just a call center in India) it has been an absolute crap show. They don't offer ANYTHING to "make it right" with the customer. All you get is "Oh sorry"...Yes, Sears is SORRY... Sorry company that used to do things the right way. They wonder why their trash company is going out of business. End rant.

I contacted the Sears and was referred to Sears delivery. I requested a better model at their expense with free delivery. I was told by Michael that this was possible. I was instructed to find the model I wanted and call back with the new model number. When I found the new machine and called back I was instructed that they were sorry but Sears could not give me the better model. I reminded them that my conversation with Michael was recorded and to please listen to recording and honor the promise made to me. I was sent to about three additional persons in delivery and given the same information. I contacted Corporate offices and spoke with Vincent who explained that he could approve the upgraded machine and scheduled a delivery date for the following Saturday.

I received the message for the delivery time and was home to receive the machine on Saturday. The delivery never happened. I received a second message on Sunday for a delivery date on Monday afternoon. I was home for the delivery but received a telephone call from delivery stating they were to pick up a tractor or lawn mower. I confirmed my correct name and address and assured them that their information was incorrect. The delivery man insisted that he was to pick up a tractor/lawn mower. I corrected him and said he was to pick up a washing machine and deliver a new machine. (He spoke with an Hispanic accent so I asked him to speak slowly because I had trouble with hearing. He hung up and did not call back.).

I contacted the 800 delivery phone number that I received the phone call from and received an Hispanic message. I left a message (in Spanish) including my phone number, informing them that I was to receive a washing machine and asked where it was and to have them call me back. I later received a call from delivery. She apologized for the problem and said someone would call me in 24 to 48 hours with a new delivery date.

By this time I am almost three weeks without a washing machine (Only someone with three small children and towels and school uniforms to clean can understand how difficult a situation this causes). I contacted Corporate offices again. O course I could not reach Vincent but I reached customer services who was to check with staff to clear up this situation. She disconnected me. I recontacted Corporate and was referred back to delivery services (This happened about three more times with disconnects each time). I finally reached someone who said she checked and found out the reason I did not receive delivery on Saturday as scheduled is because no one was home (As I said I was home as scheduled). I don't know where their information was garnered. She said she could not assist me with a sooner delivery but thanked me for using Sears.

I am thoroughly dissatisfied with the handling of my situation. I have been extremely inconvenienced and given a complete runaround by staff. I can't understand the miscommunication regarding pick up of my damaged washer or where the information about a tractor/lawn mower was input. I still don't have a delivery date or a washer (one that I have paid cash for!). I have used Sears for home appliances for over thirty years and NEVER have had issues like this. I will be taking my money and business somewhere else. I don't want to spend my money and get service this poor. I can no longer recommend Sears.

Wednesday comes around and by now UPS has no information statement on their tracking info. I called UPS and the UPS employee tells me they are lost in transit. I go to the Sears website to look for a phone number but cannot find one anywhere so I initiate a chat. I explain the situation and try to get the Sears employee to just verify they are lost and send me another pair. They do not do that he said, I had to pay for another pair which I reluctantly did only because it was such a good deal and he told me he would send the info to the refund department to initiate a refund on the other boots that got lost. He also told me not to worry I would get my refund and the returns department would send me an email verifying the refund. Next day I get an email from the refund department telling me that the tracking info stated they were scheduled for delivery on that day.

The day before they did say that but it had been saying that everyday now for 4 days at the time including the weekend and now the tracking info said no info. She had sent the email late the night before. By this time I am boiling and sent a return email. I get no reply to that email and I have now got my third order delivered finally. 12 days later I got the pair of boots I wanted but still no refund. I look up Sear.com's number on the internet since they do not have it on their website and call to check on the refund and the ** woman on the phone tries to tell me that there is no information on my tracking information yet like Sears had just submitted the info to them and it was too early even though I placed the order 9 days ago and the most recent info was the no information statement here on the UPS site.

She tries her best again to tell me again to just wait and my boots would be coming. I get pissed off and tell her they are not coming. They are lost. Why can't you just call UPS and verify it and give me my refund. She tells me she will have to send the information to the investigation team and that the investigation will take 7-10 days and then after that concludes I will have to wait 3-5 more days to get my refund. This is by far the worst customer service I have ever seen. Every person I dealt with three people all tried to screw me out of my refund so now I guess I will have to wait two weeks to see if I get a refund. I am so pissed off! I hope Sears meets their demise very soon because they definitely deserve it!

Updated on 08/20/2017: Sears sent me another email. "Your order # is on its way, but our carrier has notified us there is a delay in the original delivery date. We're very sorry for this inconvenience, and we appreciate your patience. Please note it may take 24 hours for your tracking number to return any information. If your order involves multiple packages, you will receive a separate tracking number for each package." Okay so I go straight to the UPS website and find this: "Scheduled delivery information is not available at this time. Please check back later. Last Location: Houston, TX, United States, Saturday, 08/19/2017."

They tell me it may take 24 hrs to see any shipping info on a package that shipped 10 days ago. Now someone please explain to me how a package that is lost and being investigated is on the way. Last time I checked when something is lost no one can find it. Therefore it cannot be on the way. They are such liars over there at Sears. There has been nothing but deception throughout this process. They will say and do anything to try and get out of refunding my money. They lied to me both times that I called them. They lied to me in all of my emails regarding this order and they lied to me in chat about my refund. When all that they have to do is refund my money. Then they can deal with UPS about getting their money back from them. But "No. Let's see if we can stick it to our customer." Seems really stupid to me!

After two days of back and forth Johnny in delivery in Vero Beach, FL canceled my stainless steel tubing for no reason. I called back and was told to reorder but I would have to pay another 69.00 for delivery and installation! This is ridiculous! I need my money back for what I have already paid for. It is impossible to talk to anyone who is competent. I WILL NEVER EVER ORDER ANYTHING FROM SEARS AGAIN!!!

Day of repair, service window as 8 a.m to noon. Tech didn't arrive until 11:40 a.m. Not a big deal. But although I was clear the repair was for knob related, the tech didn't have any cooktop knob-related pieces with him. Shouldn't have been a big deal, but here's where it goes downhill. The tech gave us the quoted price for the repair and said he could come back in a week. I explained that I needed to see if the new owners wanted to repair or replace, and to put the repair on hold until we spoke with them. Tech gave me the quote and said it would be good for 90 days. Again, I confirmed with tech that there would not be another fee for him coming back out. He said that was correct.

Three hours later, I called to confirm that the new owners wanted a repair, and not money toward replacement, only to be told that it would be another $99 diagnostic fee for the tech to return!!! What the **!!! Exactly what changed in 3 hours time? The problem has already been "DIAGNOSED," the tech had to return because he didn't have the part, and your team assured me multiple times there was no additional fee.

Sears "stellar" customer service kept apologizing "that the process hadn't been properly explained," and offered 50% the repeat diagnosis fee. According to the (cough) customer service supervisor, there was nothing she could do because tech "log it as a decline of service." **. You're a supervisor, fix your team's mess. Second, it wasn't improperly explained, YOU LIED - APPARENTLY TWICE. End of story. I don't care how your tech logged it in your system. That's your problem. This is completely unacceptable!!!

In the big scheme of things, I get $99 isn't that much (or really $50 thanks to my "repeat customer discount."). But I SPECIFICALLY asked MULTIPLE TIMES if there would be a return fee and was told no, there was just the initial "diagnosis" fee. I am utterly disgusted with this company, and I will be sharing this story with everyone I know who might be looking for home repair services to find a reputable company. My only regret is that I didn't write down everyone's names so I could share them with you today. I'll buy the part myself, and find an honorable repair service. ** you, Sears. You are dead to me.