Sears Complaints Continued... (Page 3)

On Monday January 21, 2013 approximately 11:00 am, I called your Service department to order a Hot water tank for a house that we just purchased. We couldn't stop the leaking, so we decided to have a new one put in. I have been a customer of Sears for many years, so I trusted them.

Because of this reason, I was willing to pay a lot more money than other places I had checked. The ad said if called before noon, guaranteed to be installed the same day. I was so excited. I was told (after putting $652.96 on my Sears credit card) that I would receive a phone call to set it up within 2 hours. ( A few minutes later, I called to give the representative my cell phone number because I wouldn't have access to any other phone) I was told no problem.

Four hours later, I decided to call back and see why I hadn't been called. The gentleman that answered said he did not understand why this happened and put me on hold to check something out. He came back and apologized to me and said it would be delivered between 10 - 2 the next morning.

He nicely told me that the guarantee was broken so he was sending me a $50 gift card within 14 days. SO the next day I went over to the new house at 9:50 am. (which I might add we are doing repairs, so there is nothing in there) I decided to call and check on it around 11:30 am and was sent to 4 different people and the last one kept me on hold for 45 minutes.

The call totaled aprox. 1 hr. finally, someone got on and said, your Hot Water Tank is scheduled to be delivered between 1 and 3pm. I couldn't believe it. In the meantime I was asked by every representative what the address was and I said 18 Barone Circle Cheektowaga, NY 14225. SO, around 3:30 pm I called again, asking where the Hot water tank was.

I was sent again to 4 different people, and put on hold again and got cut off, this call was approx. 20 minutes long. I then called back and got the run around again. The representative asked me what the address was that it was going to, and I told him.

He said we don't have that address. I said, excuse me, I have told it to at least 8 people. He said no, we have 10 Estelle Drive (my now address). I never once mentioned 10 Estelle Drive.

He said I am going to have to put you on hold, I told him please don't they don't answer and I can't afford to be on hold again. WELL, there I was on hold for over 1 hour and when I hit 1 hr 9 minutes, I was losing my battery life. I got in my car, ran home and left the phone on I plugged the phone in while it was still on hold. I then noticed my answering machine was blinking (at home)..

It was a message stating that my Hot water tank would not be delivered until the next day. Turns out the installation people were given the wrong address and the wrong phone number. I contacted Sears Service Department again and told them that I was going to cancel the order. He said he would send me another $50 gift card, that was all he had authority to do.

I'm sorry, but anyone and everyone that missed two days would get that. I am so upset and stressed out over this situation.

I didn't cancel, because we were in the middle of putting new flooring in and needed the HWT in as soon as possible. I have never been so upset with a company. SEARS, wow, I cannot believe that I was put through all of this by SEARS. I don't believe that the installers are to blame, I believe it all stemmed on that first call. I don't know how this can be made right, but I definitely deserve some king of restitution.

I might add, I am affected with Mitochondrial Disease which helps STRESS deplete energy. I have not been able to physically function for days, mainly because of this situation. ALSO, I had 11 days left on my calendar for my cell phone and only a few minutes left for the month because of being on the phone with sears on hold 1hr 54 minutes and talking to representatives approximately 1 hr 30 minutes beside meaning I lost 204 minutes. Sincerely, Linda Roesch

We ordered a treadmill from Sears and it was delivered yesterday, 4/11/13. We never received a phone call the night before to inform us of the two hour delivery window like we were told we should expect. We called the next morning to confirm delivery and it took 15 minutes for the service representitive to even find our delivery confirmation on the computer and they told us the window would be 12-2. However, at 10:30, I receive a phone call from delivery saying they will be there within the hour, which was great. However, they don't show up until after 2:00..... very upsetting as my husband ended up having to stay home from work for this. In addition, today 4/12/13, as we were leaving for work, we notice that the delivery team had left the whole treadmill box and garbage (box being over 6 ft long and 3 f t wide) hidden on the side of our house out of view. As it had been raining all the previous day, the box is now soaked and too heavy to move. We are very disgusted that the delivery team a. ) did not dispose of the garbage like Sears said they would. and b.) did not even inform us they were leaving it and c. ) hid the trash out of view on the side of our house!!! This is ridiculous and I guess a little consideration on their part is too much to ask.

I took a Sears Craftman 3000 Power Washer in for repair for none preassure, charged $35.00 for service fee to find out their recommendation is to replace the pump with a new pump for $534.09 plus sales tax. Asked what was wrong with the pump, no comments where given or written down by the techinician I was told. Then, I asked why replace the pump if you don't know what is wrong? No resposnse. It is a joke to take anything to Sears for repair because all you are going to get is to buy a new part or product.....what a waste of time & money.

Buying Sears Craftmans machines are just as good as the Company which is going down hill and probably go out of business. Why is it so difficult to get ANY cooperation from sears repair service. I am ready to call our local news station and tell the to look into why we can't get parts or repair in a reasonable amount of time. This is my second email to advise you how unhappy We are. Several reasons We are upset, from horribly rude service reps to being forced to buying an unwanted service warranty. Could not pin your people down on a correct date of service to not being able to get the correct part.

The only person who could speak reasonably was the repair tech who showed up at our house only to find that the part had not even been ordered. Please refer to my previous e mail, and get someone to call me other than someone in India to tell me when my part will arrive and and when I can expect the repair to be completed. This is the most annoying repair I have ever requested. I also do not want to continue calling India just to be told the part s still on b/o.

I have so much to say that I'll apologize in advance for the length of my corsp. The history is this - last week I ordered an electric dryer on line - order # 286246324 - paid in full by credit card for dryer, removal and installation. I later learned that I should not have paid for installation as I don't need that on an electric dryer, but that's such a small portion of the issues here that I'll just quickly suggest that a nice feature on you site may have been to tell me that while I was ordering - rather than take the extra $ 129 dollars. So while ordering I took a date for delivery of Tuesday the 15th, and received a confirmation e-mail telling me I'd get an e-mail the night before with a window of delivery time.

When that e-mail never arrived I started at 7 a.m. with your online chat trying to find out what happened. That took so long that I had to leave for work, the person I was chatting with said yes they could send me an e-mail following up - which they never did and so began my nightmare with Sears. So after I got to work and still had not hear anything I began my phone calls, those phone calls took me a TOTAL of 147 minutes throughout the day on the 15th - and I was told many different things by many different people that day. Those things included: "oh you didn't need the installation because it's electric so the installation department looked at that ticket and didn't know what to do with it so it sat there" ~ "your physical address came through as xxxxx we can't see the address so we could not deliver"...but the most common thing I heard and by FAR the most frustrating was that I was talking to the wrong department and had to talk to someone else.

Delivery told me that I could not be helped by them because it was scheduled for installation, transfer ~ Installation told me that I could not be helped by them because I didn't need installation, transfer ~ Installation sent me to sears.com because it was my fault that I ordered and paid for installation when I should not have - sears.com transferred me to delivery and so on and so forth. A grand total of 2.5 hours on the phone, losing money on MY job because I was on the phone with your company not working. I make fifty dollars per hour - and thus your merry-go-round cost me $150 so far, not counting the $471 out of my account you took and no dryer.

FINALLY I got a person on the phone - her name was Jeanie or Janine - her supervisor was Cody (one) - who did NOT transfer me - but actually tried to help me. What we finally agreed was this - we would NOT cancel the installation because in order to do that we would have to cancel the entire order and rebill me immediate - but my credit would not arrive for 7 to 14 days - which was unacceptable to me. She told me that she spoke to the installers was letting it go through and that someone would CALL me in 4 to 6 hours - that they said it could be delivered next day and they would give me a time frame. As compensation for the trouble, (i.e. to cover some of the installation costs that I was paying in error) she would send me a $ 100 gift card. Okay great - at least she worked with me to get a plan to get me the dryer etc.

She was nice, helpful, went out of her way and I commend her. Of course it's unfortunate that phone call never came in the next 4-6 hours - but I was SO tired of this whole thing I did not call back again that night - I felt like just quitting. The next morning a call came in from sears - which I missed getting to the phone in time but the message said 'we are trying to schedule delivery but we need your physical address it didn't come through' - now I think that's amazing that I got that phone call because the delivery address was in the e-mail confirmation I originally received - and I gave that address to no less than THREE of people I was on the phone with for two and a half hours the day before - but I was hopeful that my dryer might finally be coming - so I called back.

I got a woman on the phone who would not listen to the story I was telling her and wanted to start again from ground zero about how we HAD to cancel the installation - and I spent ANOTHER 18 minutes on the phone on hold etc. because she said that what my arrg. were from the day before could NOT take place as we had agreed and she had to "see what she could do".

I hung up because now I'm up to my bank account is STILL out $ 471 dollars, I'm looking at another 2 hours on the phone merry-go-round of the sears departments who don't speak to one another and there is no dryer in sight - so 3 hours was the maximum time I was willing to invest on this fiasco. About 2 hours later 2 e-mails came through to me from Sears telling me how a credit was issued due to my cancellation of my order and that I'll need to respond to authorize recharge of my credit card - and that point I knew that not only would I not be giving you another $400 to jerk me around for days, that I'll never buy so much as a pair of socks from Sears again.

I understand that "Sears" is a HUGE corporation and that my little $500 dryer order means nothing in the big picture - but I too work in customer service and I've always held the belief that EVERY order and every customer counts, because when I get done posting a copy of this letter on facebook and e-mailing it to everyone I know, and telling everyone I know this story ~ it's got to cost you at least a little more than my piddly little dryer order. You may be thinking ~ we're sending you a $100 gift card what more do you want. Honestly that gift card means nothing to me at this point - you cost me $ 150 on the phone losing time on my job, I won't have my money back from you for up to two weeks even though you took it in 30-seconds, another 1/2 hour yesterday - my work cost is up to $175 - no dryer and the sheer amazement and aggrevation at your total lack of customer service.

Then there's the fact that I had to order a dryer from a local vendor for $ 50 more than the one I tried to purchase from you - so this little adventure with Sears cost ME $225 out of MY pocket - along with the $ 471 I'm waiting to come back to my bank - I undertsand the girl who said she was sending the gift card was trying to do something good and be helpful and honestly she was the ONLY person I spoke to even really TRIED but by far I would have preferred to get the dryer I paid for on the day that it was supposed to be delivered - I even said that I didn't CARE about paying for installation I didn't have to pay and because your 3 departments apparently have zero communications even that could not happen. I have never been so disgusted and disgruntled by a transaction in my life, it's like I am being punished for ordering and PAYING for unnecessary installation - I don't know how I was supposed to KNOW I didn't need the installation - it would have been nice if somewhere in the online order process Sears had told me that before they took my money and took me on this horror ride.

I thought about contacting the BBB with this little story too - but they'll want to know what resolution I want and I guess it's to late for that really - as long as my money comes back to me - whenever it finally does - the rest I'm never going to recover but oh my a lesson learned. Sears, K-mart any of the stores associated with sears will never see a dollar of my business again - and I do fully intend to share this disaster with everyone I know. When I buy my next applicance - Sears will never again be even a consideration - the absolute most horrid customer service in the world - I'm sure they won't be but Sears should be so very embarrassed by this disaster of a cancelled sale. I do thank you for you time.

I am hoping that this indeed is read and acted upon by someone at least as this ongoing saga continues since January 16, 2013. We have been steady consumers of Sears and have indeed referred our family as they immigrate to Canada and have spend over $25,000 cdn in home appliances. We purchased a Bosch cooktop about 4 years ago when we purchased a new home. This cooktop gave us trouble as it would keep showing error messages and it had come to that , that we had to switch the main circuit on and off whilst cooking – thus we called Sears as we were within the warranty period. We finally received a service visit from a technician who ostensibly fixed the problem. I then noticed that the timer had stopped working and the indicator light was not as in the original , so we called again. The technician came and tried to fix it but couldn’t. Then someone came again, this time when they left, the bridging component would come on and remain on despite being switched off thus posing a hazard and the big burner decided to completely give up. So another technician followed, he was on the phone with ostensibly Bosch and after an hour called me to tell me that the part installed was wrong, it was a fire hazard and they had installed a wrong component and he was swtiching off the main panel. He said that they had no idea when and how the part would come or work. Then I called customer service who asked me to speak to Lisa at Brampton home who was the only one authorised to give us a replacement. After much ado, she sent a replacement , unfortunately it was a complete range and not a cooktop so that didn’t help. I wa offered a loaner of a single burner which I had to pick up despite being told that they would deliver it. Then last Monday I called to speak to someone who could actually do something and was put on to supervisor Angelo who called back to say that it would be delivered that day. Nothing happened. I then called on Friday evening, very nice young man and he told me that Angelo would call me right away if not Monday. Today is Wednesday. No one called to cancel a Friday visit so my poor mother was downstairs waiting from 9am to 5pm in the hope that someone would arrive. I just called out of curiosity today and apparently a service visit is slated for this Friday and of course no one has called me to tell me that and they will call on Thursday expecting us to drop everything and be at home.

Is this a parody that doesn’t seem to end or is this normal service delivery. I am sorry I bought stuff from Sears believing in their service and I am sorry I recommended our neighbours and family who also spent in the thousands at Sears.

Meanwhile our family of six have incurred over $400 in eating out costs, and a complete wastage of raw vegetables and meats that we as indians like to cook. I don’t think that anything will be done. I am going to put this on social media so another family such as ours is not taken for a ride in the form of warranties and extended warranties. I am told that Sears does not replace such old purchases and so it continues.

We were supposed to get a delivery of our washer and dryer on feb 25th between 3-5pm. This item was bought on jan 12th. We waited for our delivery till 6pm. We called them several times after that with 30 to 1 hour intervals. The delivery department kept telling us to wait for it. After 9:30 i was sure they arent gonna deliver it today. But they never had the decency to call to let us know if they will be late or that they wont be able to deliver.

Finally they tell us they will now deliver it march 1st! Which is ridiculous! We also got hung up on twice! We were so angry! I asked to be compensated, they only offered a $25 dollar gift card! No thanks! You can keep your stupid $25!! I called again the next morning to see if they could deliver it sooner. Instead now they said they will deliver it march 2nd! Enough is enough! They obviously dont know what they were talking about!

At one point they even said, they dont have our product available and one person also said that they already delivered it to us! We wanted to cancel our order which was another insane production! We had to call twice! Hopefully they cancelled our order and HOPEFULLY we will get our refund!! I dont trust sears at all!! The service is awful! Extremely unprofessional!!!

The delivery departmenr is horrible! We are never buying anything from sears ever again!! We went to best buy to buy our washer amd dryer. It sucks that sears wasted our time with this! We bought this item more than a month ago! They had enough time to get their shit together and deliver our product! Obviously it was too much for them to handle! Never again! And we will make sure that everyone we know knows about our horrid experience from sears so they dont waste their time and money on sears either!

This 4th of July weekend, we went to Sears in Orange Park, FL to potentialy purchase a new cooktop for our kitchen. The sales rep was cordial and showed us the displays and attempted to answer our questions. We returned the next day, after researching various sources of the product we wanted, to work out a deal on the new cooktop. Since it was a major holiday and they advertised huge savings, we decided to purchase from Sears.

The cook top we decided on was made by Electrolux. We were quickly informed that Electrolux appliances were not part of the sale. We then asked them to price match the product with Lowe's since their advertised price was $300 less than Sears. The sales rep called his manager and then told us that Lowe's was losing their license to sell Electrolux and Sears would not honor the price match policy.

When we checked with Lowe's corporate (via their customer service line), we found that this was a lie. Sears just didn't want to price match and the Lowe's price was the suggested Electrolux suggested retail price. We questioned the sales rep and also asked for the manager and were told he was "out" (after allegedly answering the question from the salesman). Nothing bothers me more than someone lying to my face.

WE went to Lowe's and got the lower price and a 10% military discount.
Beware of doing business with Sears. They will not honor their "Blue Team" policy of price match + 10% of the difference. They will just lie about the competition and attempt to charge full price. Bad business!!

We have suffered very disappointing service from Sears Appliance Repair and Sears Customer Service around the same issue - a dishwasher for which we had purchased extended service. To begin the Maytag dishwasher itself had many repair issues. On three occasions Sears ordered the wrong part, on three occasions the repair was not done correctly and service had to come out again, and we, of course, had to stay home to be there.

Most frustrating has been since we began speaking to Sears Corporate Customer Service about the last repair, which is still incomplete, leaving our dishwasher inoperable. They have been stringing us along since last May around ordering the part that is required. I have spent countless hours on the phone with customer service staff, front line and supervisors, all of whom said that they were attempting to resolve the issues - that the part was on order, or the wrong part was shipped and the right part was now on order and so on. Since the last time I contacted Sears customer service by email they have not responded at all.

In the past we had purchased all our appliances for our home and some rental properties, from Sears. We will no longer be dealing with Sears - we have had far superior service from community based retailers and repair people. We bought a washer on 11/10/10 had it installed on 11/22/10 it broke on 12/ 7 /11 they wont honor the warranty even though its only two weeks out the worst part is this is a vacation home and the washer was only used twelve times, and the service dept. refused to talk to me unless i signed an extended warranty.

I am a contractor and always handle a warranty thats even a month out this guy was so rude that we are remodeling our kitchen with all new appliances i can guarantee none will be Maytag or come from sears

I should have known when sears kept changing my appointment for my delivery of my washing machine and dryer. After numerous changes in dates and changes in time and them arriving late the manager at sears Hamilton Mayslanding promised me a 100$ gift card which was never received. Months later receive a recall notice and trying to schedule was a mess!!! One representative said it was recall then couldn't schedule me sent me to another rep who said it wasn't recall then to manager who didn't know how to deal with problem who them sent me to tech support who then said I needed the recall department who I was sent to who then said it was a recall but was giving me an 8 hour window which is unacceptable then given to manager who scheduled me and then said it wasn't recall work finally to last manager who said it is recall work and scheduled me and said there will be NO charge..... hmm wonder how this is going to play out!!!!!!!!!!!! Was on the phone for a total of 1 hour 13 minutes terrible!

I ordered a BBQ gas grill from Sears online and had it shipped to my local Sears store. The final order page said that it would be available for pickup in 12-14 days, pending email confirmation. I never received an email nor did I hear a word from Sears. However, I received my credit card statement and was charged for the item.

So I contacted the local Sears store and had no idea what happened to it. Then I called Sears 800 number where I was told that the item was "ready for pickup" but they also showed no inventory for it!!! The guy then checked the inventory at a store 40 miles away. My grill was in stock there. So he canceled the original order, placed a new order and drove the 40 miles to pick it up. That was on Saturday (July 2). Today, July 5, I finally had time to un-crate it in order to put it together.

However, I discovered that it was so damaged that it is unusable!!! I called Sears.com twice and they were no help. Then I called the store during normal business hours more than a dozen times and couldn't get ANYONE to actually answer the phone. However, I finally tried saying "Store Manager" and finally got someone to answer. I told the assistant store manager that I thought Sears should come and pick it up in order to exchange it.

No go. No sympathy. Basically, I'm screwed. So I'll spend another $15 in gas money to correct another Sears screw up. I'm asking for a refund. I don't want an exchange.

Sears then brought my new mattress and box springs, took old out and set it on my front lawn, said there was no room on truck for old. Would be back to pick it up, never returned, numerous phone calls, Sears did not call me back as promised. Trucking Co. said now they would remove it on Saturday, they brought the new on Thursday! If they took a new one off the truck why was there no room for the old one. Person at Co. who delivered it was very hard to understand, could get no satisfaction from them.

If they do not remove it tomorrow, I'm stopping payment on my new mattress and box springs.

I purchased a refrigerator at the Sears Outlet. It was supposed to only have two tiny scratches on the side and a tiny scratch on the handle. It was set to be delivered the day after we moved into a new house, which did not have a refrigerator. It was delivered as scheduled, but 2 hours later it had an error code about a compressor fan error on the screen and was hot on the sides. We called the service line immediately and were told they could not send out a technician to look at our "brand new refrigerator" for 5 days!! When the technician came he said the whole bottom frame of the fridge was bent and it needed a new compressor and evaporation unit. We called Sears and said we wanted to have this refrigerator removed and we would like to buy a new refrigerator at that was not damaged, at the regular Sears store. A "case manager" called and told us he would take care of everything. All we needed to do was get a model number and call him and he would take care of all the details.

When my husband called him back he was told he could not find a model matching that number. I got that number in the Sears store from a sales person, and I could see it online. We decided 1 week after being without a refrigerator, to go and buy the thing in the store ourselves. The sales person was so nice and even called the outlet store for me after I had gotten the runaround trying to talk to a manager. We set up a delivery and removal of the defective one for the very next day. I was so relieved I was finally going to have a refrigerator and be able to fix food for my children. I should have known better. 15 minutes after their scheduled window I was called by the driver and told "due to the weather they could not deliver my item that day, and because it was July 4th the next day I would have to wait 2 days.

I recieved a damaged refrigerator, taken back to store. have spoken to several people on several occasions, and 3 more deliveries have been set, but no refrigerator yet. They were supposd to delivery it today (no call to say it would not be, and again made arrangement for someone to be at my house to recieve appliance). I called at noon and spoke to delivery department. They said that my delivery was scheduled for January 12th. This happened to me before about 6 years ago, but my brother had just purchased one for my mother and it had been delivered the next day, so I tried again. Fool me once same on you, fool me twice same on me. I told them my story and said I wanted to be the first person they delivered to on Tuesday. 

We have 4 Sears appliances; washer, dryer, stove and refrigirator and have a warranty policy on all 4. We called Sears for service on the washer about 2 months ago as the machine was making noise. We had to wait 2 weeks for the repair technician to come out. He lubricated something, said all was fixed and left. 2-1/2 weeks later the washer died. We called Sears service and was told the first available repair appointment was in 2 weeks so we waited. Sears sent a coupling in the mail during that 2 weeks.

When the technician got to us and checked the washer he found that he would need 4 additional parts, Motor, transmission, tube and something else and that he didn't have the parts and would have to order them and that would take about 2 more weeks. After a week and a half Sears called to see if the parts had arrived. We told them that only one had. Sears then checked there computer system and said the parts would arrive in 3 days. I asked to set up a repair appointment for the day after the parts were scheduled to arrive but was told the first available service appointment would be another 10 days down the road.

By the time the repairs will have been made 5 weeks will have elasped. I told the Sears service operator that with what all the parts and labor was costing it would be cheaper for Sears to have just given us a new washer and we could get the new machine in 2 days. She didn't respond. We will never buy appliances from Sears again. We have since found out from an ex-Sears service technician that Sears now subcontracts out all its service work. He said the service trucks don't say Sears any more and the technicians shirts don't say Sears any more. 2/20/2012

You had an a/c unit advertized in last sumdays paper. I wne into inquire on the item. I was told i had to come back in a few weeks they will not be on the sales floor until the reset was done. I showed her the ad she said they are in the back but will not be out for a few weeks to come back then. I advised the sale would be off by then. again she said they will not be out for a few weeks. I asked what can be done since it was on sale. SHe said please come back in 2 weeks. If you have an item advertized and do not have it or can not bring it out you should either post an apolgy saying out of stock or at least offer a rain check. I have purchased several appliance and tools off your company over the years. I even purchased a regridgerator and dryer 2 months ago off the otlett here in town. I may need to start rethinking where i purchase my needs. I sent a coment in on the website on monday and have not heard anything back. I even emailed some j brooks the internet said to file a complaint with. I understand resets because i have worked in a chain store myself but you should have least offer rain checks if you are not ready to sell the item. Even i paid more for the item i bought it off of home depot. I do not like shopping at the large hard ware store because of experience dealing with repairs and have never had any problem with sears. If i have purchasing the product or item i may need to figureout another way of buying what i need

I was scheduled for a repair appointment for my dishwasher between the hours of 1:00 and 5:00 PM on Thursday October 6, 2011. Because my fiance and I both work, we had no one to be home during the hours from 1:00 to 4:00 (when I normally return home from work). I took a half day off of work on the 6th. At approximately 3:30 PM I received a phone call stating that the repairman was running late, but would get to me as soon as possible. As of today, I have still received no further notification from Sears about my scheduled appointment.

To say that I am dissapointed would be an understatement. When I called Sears today they informed me that really nothing could be done, and that they could not disclose the reason to me why the repairman never showed. They couldn't even guarantee me a later time so that I did not have to take off of work again. Needless to say, I won't be taking off of work to sit and wait for someone who may or may not show again. The dishwasher I purchased is not even 6 months old and was installed by Sears.

The fact that it already has issues does not make matters better. I am currently in the process of selling my home, and this is not a bonus by any means to a potential buyer. We are building a new house, and we were planning on using Sears for items such as the garage door opener, knobs for the cabinets, appliances (washer, dryer, etc), but will now go somewhere else where customer service is better understood. We (my fiance and I) understand that things happen, but never contacting us, refusing to make a new appointment that helps to fit our needs, and saying nothing can be done is poor business.

On 11-25-12 I ordered a christmas presents online through the sears website. I am told my order was canceled, when I do not know they did not give me a date. I then on 12-20-12 ask if you canceled my order why do I have no refund. I was told she didn't know she would start the investigation for me. She said to give them 3-5 business days and I should receive my refund.

Since then I have called, emailed, called and emailed. Every time they cannot tell me why I have not got my money refunded. I just get they are working on it I should have a answer within 3-5 business days. I gave my money in good faith expecting a product in return. But all I have gotten is a big headache dealing with this. Please help
Thank You

I called Sears Repair on Monday to service my Sears Washer and Dryer. The first appointment was on Thursday and they gave me a four hour window for the appointment. When I explained that I work and cannot sit home for four hours waiting for a repair person, they offered to have someone call 15-20 minutes prior to arrival. On Thursday, a representative called and stated that the repair person was at my home and no one was answering the door. When I explained the situation and asked that they wait 15 minutes for me to get home, she said they could not do that. She then offered an appointment for the following Wednesday. That would leave me without a washer/dryer for 10 days.

When I explained that she seemed completely apathetic. I then asked why the driver did not call before his arrival. She said that he did and he left a message on my cell phone. I explained that my cell had been with me all day, no one had called and no one had left a message. I told her that I could fax her my call records for the day to show that the repair person had not called and was being dishonest with her, and once again she seemed to be completely apathetic. I asked several times to speak to her manager, and finally was told that the manager will call me back. I am still waiting for that call. 

On September 14, 2007, we purchased a Sears Elite washer, model no. 11027032603, along with a matching dryer. They were the most expensive models in the store, and for the price, we thought we were buying a quality product.

The washer has since quit working. I scheduled an appointment with Sears Repair Service for October 22, 2012. The technician said it had a bad bearing and needed a new electrical timer control. The estimated cost of repair is about half of what we originally paid for the appliance.
The machine is barely five years old. The technician said that is was not used enough to make a bearing go bad. My first washer and dryer were Kenmores and they lasted 30 years with minor repairs. Based on quality of those products, we have purchased a washer and dryer, a dishwasher, stove, refrigerator, and microwave-hood combination, along with a riding lawn mower, cultivators, and other outside machinery -- all from Sears!

To resolve this matter to our satisfaction, and for our continued loyalty, we would like Sears to guarantee the quality of this product, by installing the new electrial timer control and bearing, with any other needed parts, at no cost to us. We are willing to pay for the cost of labor.

Looking forward to favorable response.

Dec 22 - Dryer quit working, called Sears 800 number to schedule warrenty repair. Dec 24 - Capital City Appliance called to schedule appt. Dec 31 - Cap city came out to check dryer and told me they had to order part. Jan 11 Cap city returned to repair dryer. Jan 14 - Some IDIOT from Sears called to tell me how much money I saved by purchasing the warrenty.

I informed him ,that due to their EXTREMELY slow response times I was forced to buy a replacment dryer, negating anything gained from buying the warrenty. Also I informed him I will never purchase another warrenty from Sears - if Sears only goal is to pass their warrenty repairs off to some third party . 20 days,give or take, is too much time to wait to get service.

I have used Sears products for years. As others can attest to, Sears is no longer Quality Controlled products. I have a LP Gas Range, I love it, or I did. The burners on the cook top have been leaving a black residue on my pans. This particular repair person has been here before and done a very poor job cleaning out the back of my frig. I ask him to look at the bottom of my pans, this black residue started a few months back.

He refused to look at the burners and under the burners. He claims there is no way to adjust them???? He said it was my pans. I have had this Range since 2000. My pans are older than that. What's with this attitude? My oven was not working properly, he did agree to that. Said it was off by 20 degrees. It was burning on the bottom and the top was sligtly cooked? Hopefully that part works. I will continue to clean the black off of my pans.

I have called my LP Gas provider to see if he can shed some light on the matter. I know that black on the bottom of every pot and pan is not right. If the oven quits again, this will be the thrid third time, I will replace the Range and not with Sears.

On black Friday at 4:00 am I went to sears first like i always have the past ten years . I spent 300 cash and another 246.00 on my ATM card the clerk said that she had to ring it up on credit ithen picked up my merchandise and ran off to buy a tv at another retailer after waiting 3 hours in line I got my 46 inch tv to the checkout and I had insufficient funds I called my bank and it was true sears had double charged my account causing me to have insufficient funds and waisted time to say the least no savings on my tv and complete embarrassment now it's Monday I open my new shoes from sears and the clerk did not remove the security tag I get a pair of pliers and break it off red ink pours on my shoes and clothes now I go to sears it's 9:30 they don't open till 11:00am I wait go in the manager looks into the double charge laughs at my shoe and says there is nothing she can do now I'm out of money no tv ink stained shoes and clothes my bank says I have to wait five days and then we will take action and I feel like a patsie a sucker for a bargain who got clumped by sears

As I was looking at some merchandise in Sears (Clarksville TN) and playing my harmonica, a young lady came over and asked me to play some songs with her other Sears associates which I did. I played several patriotic songs and "Amazing Grace". The girl named Belinda who had called me over started arguing with me about some rap artist and then argued with me about Jesus. When I asked her to tell me a favorite scripture about Jesus she became defensive and told me the following: " I'm about ready to take off my badge and tear into you". I then asked to speak to her manager who was an older man named Henry. When he came over I asked him about filing a complaint form (so that Belinda would not threaten some other customer as she had done to me). Henry became irate and told me to follow him. However, he didn't take me to get a complaint form but just got more angry and agitated. When I asked for his name he wrote down "Henry" threw the paper on the floor refused to give me his last name and walked away, telling one of his assistants to 'call security". And so I left. Is this how Sears treats customers? I am a 61 year old doctor and have had a private practice here in Clarksville TN for 25 year . I hope you will help these personnel get some help so tht they will treat customers better. Thank you for your time. Sincerely, James R. Hebda Ph.D.

On October 28th, 2011, I made a layaway purchase at Sears.com. I subsequently made paid extra on my bi-weekly payments so I could receive my merchandise early as oppose to waiting until December 23rd to make my final payment and receive my merchandise as this was far to close to Christmas and I didn't want any disappointment for my 9 year old daughter and my 10 year old son if for some unknown reason something went wrong and I couldn't get my merchandise to have under the Christmas tree on Christmas morning. I don't know why I had this feeling, however I did. So on December 8, 2011 I made my final payment.

I made the payment on this day because my wife and I had decided we were going to finish our Christmas shopping the weekend of the 9th and 10th and we wanted to be able to pick up our merchandise at this time. After making the payment I checked my bank online as I always do to ensure they have something showing a pending transaction. I saw the pending transaction so I thought nothing more of the purchase and prepared myself to pick up the merchandise the next day. This was all set up because the place I had to go to pick up my merchandise was not the closest Sears to my house because they did not have the merchandise at that store.

So on December 9, 2011, my wife and I ventured out to do our shopping after dropping my kids off at their Grandmother's house. My wife and I got to the Sears store at around 8pm. Now granted the store closes at 9pm but I assumed we would be in and out within a few minutes so I was not worried about the time. I went into the store and went to the merchandise pickup section and entered my information into the system so I could have it brought out from the layaway area. The system told me my merchandise was not available because there was still a balance due.

The system told me to see an associate to make the final payment. I immediately went to find a store manager. After briefly speaking to the store manager I realized I was in big trouble. He told me because the original purchase was made online, I would have to speak to Sears.com. He was very polite about it and even gave me the number. While standing in the store I called Sears.com. After speaking with the customer service representative for several minutes, the CSR asked to speak with the store manager. I put the store manager on the phone and proceeded to wait. Finally without resolution my phone went dead at 9pm.

The store manager said they were closing but we could call back, however we would get put back in line on the phone and we would be waiting for a while. With it already being 9pm, my wife and I decided to leave and get started on a solution first thing in the morning. the next morning I made the phone call to Sears.com. They were extremely rude and very unhelpful. I was told by more than one CSR there was nothing they could do except send an email, open a ticket and get back with me within 72 hours. Let me not forget to tell you how many times they said they were sorry.

I told them telling me sorry that many times was not getting my merchandise to me any faster. After several hours and phone calls to Sears.com and to the Sears store where my merchandise was, I was finally told I my payment had been processed and I could pick it up at the store. I made contact with the store and they told me they still could not release my merchandise. I finally got someone at Sears.com to tell me they had my money, however they had not applied it to my layaway account and that it would be applied within 72 hours and I could pick it up after that. This in my mind was unacceptable because they had my money I wanted my merchandise. At this point I called my bank to see if they could help.

Upon contacting my bank they told me due to the status of the transaction it was out of their hands, but I could go to the store, make the purchase, and contest the payment and get my merchandise. With this being a Saturday and not being able to wait till Monday to make any contact with Sears Corporate office, this is what I decided to do. Now Monday December 12, 2011 comes around, and I make my phone call to Sears.com. However, this time I asked directly for the number to their corporate office. I got the number and called them. Upon speaking with an Executive Account Manager, I was given a run around again.

I got every excuse under the sun, from our system is down, to we are working on your solution, however it is going to take us 24 to 72 hours and we will email you. I told them I did not want an email, I wanted to be called. In my opinion an email is impersonal and they are dealing with my money so I wanted to be updated personally with a phone call. They refused to update me with a phone call. At this point I was upset and asked to speak with a supervisor. I was told they were the top and they had no supervisor. After the run around I finally gave up and hung up.

I ended up calling back and speaking with a different "Blue Ribbon Service Case Manager" I was able to get an address and a name for the CEO of Sears, but was still told that any correspondence would come to them first. That should not be the case, because the CEO should want to know how his customers are being treated. I am still working on a resolution for this issue but wanted everyone to know not to use Sears to purchase anything. I hope if enough people see this, sears will either step up and assist customers better or they will go out of business due to their poor customer service.

I purchased a washing machine and it leaks. Sears service technicians are unable to fix the leak and I am getting the runaround about replacement and or a refund due to "corporate policy". I have talked to multiple people in multiple departments and have continually been told mistruths and been given unacceptable and quite frankly unbelievable reasons as to why there has not been a solution. From my experience it is obvious the different departments within Sears do not communicate internally and have total disregard to customer satisfaction. I am also convinced nothing will result from sending this complaint.

I placed a Samsung Galaxy tablet on layaway using Sears.com on January 22, 2013,Order number 09000984439 I made my initial payment at that time I then made another online payment February 1, 2013 prior to the due date of February 5, 2013 a few days later I got a recorded phone message that my payment was late and that my order was going to be canceled. I called my local store and was told it would not be canceled the payment was up to date. I then made another payment on February 19, 2013 the date it was due. At that time it said it was late. How can a payment be late when it was due and payable an on that date? I went back online Sunday February 24 to make an extra payment and there is a BIG RED Canceled on my layaway. I went to my local sears store where the item was to be picked up. They couldn't help me said I would receive a refund in two to three days. I then called Sears.com and was given a reference number 136006 and told at that time I would receive an email regarding the matter and that it was canceled in error. I have yet to hear from anyone regarding this matter. Three calls today and all I get is our system is down we can't answer any questions until it's back up. They couldn't answer questions the first time I called. I want my money refunded immediately in to my account. Or you risk being held liable for fraud and will be turned in to the Texas State Attorney Generals office and my Attorney will be in contact with you.

Be very aware of what you are buying at Sears. We bought a Samsung fridge at Sears two years ago on 4 years financing. First one got with broken plug, so they sent us another one. After a few months the other one broke down.

Appliance and repair sent a few people (not to mention the number of days off me and my husband had to take) to fix it, but they realized that the fridge which was only a few months old was beyond repair.

Those fridges were obviously low quality, so they recommended us Whirlpool as higher quality one in that price range. That once lasted as long as one year warranty, after that we got problem with.

So, in two years three fridges from Sears were wrong. We have no fridge now, but we have still two years to pay off broken fridge. It seems that products from that come to Sears are lower quality then products from other stores, so be aware when you think to buy staff from them.

I entered the Sears store in Henrietta, NY and walked by the in-store hair salon on my way to the appliance department. The salon's biggest picture, and closest to the main walkway, was of two women with their hands all over each other. It is completely inappropriate, and especially for children. I am amazed at the blatant reference to, and by implication, approval of, a lesbian lifestyle. I am complaining for the sake of those who have to be exposed to it in order to enter the store, and am respectfully but firmly requesting that it be removed. Thank you.

We bought our refrigerator from Sears about 2-1/2 years ago and loved it until recently. Our kitchen laminate floor has been ruined because of a leaking water valve from the icemaker which we were unaware of until a floor inspector came to our home and told us the floor was lumping up because of a leak, probably from our refrigerator. When we pulled out out refrigerator, there was a puddle of water which had never shown up to the front of our refrigerator. Our floor had a 20 year warranty which they would not cover because of the leaking refrigerator. To add to our dismay, a Sears repair man said the part to be replaced was a water valve costing $90.00 and the installation would cost a total of $279.00. For a refrigerator only 2-1/2 years old causing such an excessive repair plus replacing the kitchen floor, I am quite disappointed with my LG . In addition to our kitchen floor we will have to add a new floor to our dining room floor since they no longer have the same laminate pattern any longer and our dining room is connected to our kitchen with the same laminate pattern. I was thinking of purchasing a new LG washer soon. However, I will think twice about making another LG purchase. Sincerely. Rosemary Osborne

sears part department they are worse people i every deal with i order a part for stove month ago they would take my order credit no they would say your order will be in post office by certain date this is still going on i have order this part for the 4 times this time i use a sears card tnow have to wait another two weeks first they said i had wrong model no after a few phone call sears said they had wrong model on the stove got the right model no then problems sarted worse people i every deal with not any time they call and said the order didnt go through

Sears wanted to be like Amazon, however they are falling short. Recently placed an order online when in the store to one of the market vendors on their web site. They have not delivered, Sears do not have their company information and Sears do not want to give me my money back even though I placed the order on their web site. Sears has a lot to learn in customer service when it comes to web based business. I will still continue the fight to get my money back but no one is like amazon out there... I am going to stick to amazon forget about Sears.

I ordered a new washing machine (mine went kaput) on and was confirmed for next-day delivery. No call, no email, no delivery. I called and was told there was a delay in the warehouse and it would absolutely be delivered on (today). This morning at 9:00 AM we received a call that the washer would be delivered between 12-2:00 PM. Again, no call, no email, no delivery. I am on the phone right now being told that there is no inventory in the warehouse at all and the next available delivery date will "possibly" be this Saturday. Unbelievable!

And now I've been on hold waiting for a supervisor for over 15 minutes. On their website under Customer Service they actually have the nerve to say "Sears is dedicated to providing our customers with a superior level of service." That is a joke!!

We bought a Samsung high end washer and dryer from Sears two years ago. The dryer is fine, but the $1800 washer is a dud. We are on our second water pump because the machine would not drain the water in the washer. It also gives a signal to the computer if the water is not filled to the normal use for a cycle, yet the machine tries to start, but then plays the music recorded for the washer computer, that drives you crazy. It is always singing in error. So, our computer had problems and needed replacement also. Other parts were installed by the Sear's technician as well. One of the technicians who serviced our washer said his wife did not like the top loader; two complicated and breaks down often.

They went back to the old style washing machines, which are hard to find, but do exist in a reconditioned machine. We have a warranty until sometime in 2012, but we would like to Craiglist these machines now, but if you have a conscience, you would not want your worst enemy to own a top loader Sear's machine, no matter what the brand. That is it for me with Sears, unless they replace the machine with a new one, because ours could have been a lemon, maybe. Now I hear Sear's is going to file Chapter 11 in the next year or so," so goodbye yellow brick road top loader, the dogs of society are howling. You can't put me in your top loader, I going back to my plow."

As I know with all american businesses, this complaint will fall on deaf ears. But here goes, I have been purchasing product from your Sears store in Rancho Cucamonga, California. for past several years, I and my spouse have purchased all our vision needs. My last purchase was less than a year ago in optical, the frames broke while cleaning them and scratched lens. your rep says,"sorry we can`t do anything about that". I`ll have to shell out $130.00 to replace lens, which i already shelled out over $300.00 for. So just in case you don`t see myself or my spouse in any Sears store (anywhere ) again, Its because of the way you treat your customers. I guess you know how much we all care about your store closeures now , huh!!!

I am so upset and disappointed, first I was told my Craftsman Snow Thrower couldn't be attached to my Craftsman Riding Mower after talking to 8 different operators, just to be told I would have to buy the newer model. Then I told them I had some problems w/ my mover and made an appointment for 4 days later. Then you guys cancelled my appointment. I needed this done ASAP. So I then contacted my local lawn mower service, and was told that the snow thrower could be attached. So I had him install the attachment and in the process he noticed more wrong with the mower and it needed to be fixed so I had him do it and now SEARS won't cover it! This is not fair, you said it couldn't be done and cancelled on me and when I called back to reshcedual I had to speak to 5 different operators and was put on hold for 17 minutes just to be hung up on. This is a bunch of bull.

I went to Sears Store #02104 in St Clairsville OH, on 9/24//12, to exchange a wet and dry vac for filters. When I arrived in that dept., the sales assoc. was walking toward the end of the store. When she returned, I found out that she had gone for a price check for the only customers at the counter, which was a man & woman that were together. This transaction took quite a few minutes. I waited patiently for my turn. When she was done, I asked for her help to find the correct product I was supposed to purchase. When we returned to the counter there was another woman & man, who were together, at the counter. In stead of her ringing me out, she went to those people and started to ring up their purchase. Leaving me to wait again. I was insulted that she would put my business behind these other customers. When I had waited patiently for the customers before me. Please note that she did not attempt to wait on me when she returned to the counter from the previous customers. As I would not have expected her to.

I immediately interrupted her from waiting on those people and demanded that she continue waiting on me. She said to me that they were waiting. I said so was I and how dare her push me aside. She then called for someone else to come over to wait on the other customers. This again was not done for me previously. I asked another associate to call a manager so I could report the treatment I had just received. A Supervisor Jim Duncan showed up and listened to my complaint. I explained to him that I felt insulted and possible discriminated against as both of the other customers were Caucasian: and I am African American. I said to him, I am not positive that it is discrimination or if she was just being mean. But it was not fair.

I gave my complaint to Jim Duncan and left my phone number for him to give me a call to confirm that the issue was addressed. I told him I realize you can not tell me what you done, but I would like to know that the issue was addressed. I would not want anyone else to be mistreated as I was. To be honest I walked away with very little expectation that anything would be done by Mr. Duncan. I must have been right because it has been almost a month now and I have not received a phone call. I would have expected that Mr. Duncan should have asked for my personal information so he could respond to me about the results opposed to me having to volunteer my information and ask him to contact me. I also asked him to check the cameras and he would be able to see and confirm the experience I had told him about.

I would appreciate a sincere response to this hurtful treatment I experienced in the Sears store. I can be reached at lrtree9@yahoo.com or 304-232-2880, if you have any questions or would like any additional information.

Thank you,

Loretta Reese

We purchased a Samsung microwave on 1/3/13 at the Palmdale, CA Sears store. At time of purchase we paid 561.48 which included a $10.00 fee for removal of our previous microwave.

The delivery and installation person refused to take the large box our new microwave came in. He did remove the old microwave and we feel he should have taken the box as well.

When a call was made to customer service at the local Sears store, that individual hung up on my husband (I feel that person was not aware of Sears policy and did not want to take the time to find out.)

On Sunday 10/23/11 we went to Sears Tool Department at Southland Mall in Hayward, CA. My husband explained to the Sales Associate that our Garage door opener would not work, that it made a loud sound and then the chain snapped and the plastic pulley broke. The sales Associate asked me if I brought it I said no, that it was still installed in my garage. The sales associate ask if we had the receipt, my wife said we didn't know if we still had it, but we told the sales associate that we purchased it in November 2009.

I asked if I could bring it back and he said yes that he could credit back our Sears Credit Card. So I told him I wanted to upgrade to a belt driven versus a chain driven, the Sales Associate said ok and carried the belt driven garage door opener to the sales counter. We went home and removed the old one and installed the new opener. We took back the old Garage door opener and was advised my the sale associate he would need a managers permission to credit back our card.

One manager came and told us that she could not give us a refund, so we asked to speak to another manager, the second manager said she could not refund us the credit and we would have to contact the Service Company for Craftsman. After explaining over and over again that the Sales Associate told us that we could bring the old one back it did no good. Basically they all Lied to us.

I have been a somewhat regular Sear's Shopper for a good part of the Last 30 year's and I have NEVER seen such poor Managment Skill's demonstrated in my life. When you walk into the Store on Rice and University in St Paul, Mn. you are immediately drawn into an atmosphere of Repression from the Employee's, as you go from Dept to Dept you can actually witness Manager's talking down to the Staff and berating them in front of co-worker's and Shopper's. Now I understand in this Economy that Retailers are struggling with lagging sale's, but to take that out on Emploee's is inexecusable. I have inquired of some of the Employee's of their treatment and they are very hesitant to comment for fear of actual retaliation from their Superior's, from what I have seen most of the Employee's are of Minority Status and are younger. I did make some inquiries as to the name's of some of the most guilty Task Master's..... Store Manager is Dan Kaufman and it trickle's down from there to a young man named Mike to another named Lisa (Dept Mgrs?) they brood about the store snarling at Customer's and Staff alike. What I would like to know is what kind of education for training these Individual's have gone through and I would also like to know, when did Sear's start working against it's Employee's and the Communities where they are. Shame on Sear's for changing from an Establishment of Respect in the Community to one of pure dread to enter.

First of all, you need agents that can speak and understand American English. Second, your delivery department needs to be a little more flexible about delivery. I have arrange to be home the majority of a day so that your delivery guys can be here all of 15 minutes to drop off a mattress!!!! However, there is about an hour during the morning I can't be here and no one can seem to work around that. If I understood her right, the agent barely spoke English, I won't get a call until the night before TELLING me when they will be here and if I can't be here during that whole 4 hour time frame (for a 15 minute delivery) then I have to reschedule and take another day off!!!!!!! WTH??? Not very customer service oriented, Sears!!! VERY disappointing!!!! And I won't be motivated to make any large purchases from you ever again!

I contacted the Sears Outlet Store in Hendersonville Tn about PTY 9000 mower that I fully intended to buy. The manager sent me pics to my phone, which was very nice. However, I was told that it was being sent off for service first and I would be contacted when it arrived back. It would be couple a weeks. I didn't wait that long, so I contacted them frequently, and was told that it hadn't arrived back yet. Now I can't get the manager to call me back and I was told that it was sold more than likely. The time frame was the middle of Dec when I first contacted them.

I am trying my best to find a Craftsman Profeesional mower that is withing driving distance of my location. The mower above fit my needs and it was withing driving distance. I'm frustrated because I have been watching the Sears Outlet website for several months and I finally found one, that was sold out from under me. There is another mower in West Palm Beach that I would like to have, but it's a 13 hr drive from upstate SC.

Please help find out where the mower went in Hedersonville, TN if possible, and I'll be more than happy to retract my complaint. I just want to know what actually happened.

After 15 years of owner a kenmore washer and dryer I felt it was time for an upgrade in Dec. 2013, Seleced set with open drum for more washer space and more load capacity. I have been very disappointed at the wash, my clothes has to be washed 2 or 3 time to get the proper cleaning. Just the other day, in order to get better cleaning of clothes. After loading the washer I full a bucket with water and pour over the clothes in washer so that everthing gets wet and then detergent and then turn it on. Less water in new machine to wash in a bunch of bull. Try to return it on Aug 2014 only wanted to give me 10 discount. After me and my ole man brought $4,000 worth of merchandise.

I bought a snowblower at Sears used it one time and the gear lever broke returned it and wanted another one but they didn't have any in stock they were going to order me one but they said you can't order any because it's out of season it is January. when it snows and I don't understand why you don't have snow blowers I am very disappointed in Sears so now I'm with out a snowblower.

I am extremely disgusted with the repair and customer service we have received from Sears when our front loading washing machine broke down. When we purchased our home a few years ago, we purchased all of our stainless steel appliances from Sears. We purchased the double oven, stove top, refrigerator, dishwasher, microwave , washer and dryer. We also purchased extended warranty for all appliances except for microwave and dishwasher.

We started having issues with our washer and dryer and refrigerator as well and Sears fixed it but this time when our washer started leaking, that's when our nightmare began. They kept sending technicians out but washer kept leaking so they decided to order a whole new drum which according to the technician cost more than a new washer. Which I don't understand why Sears would want to waste money that way but we didn't care as long as our washer is fixed. So Sears out sourced the repair to an outside company and they kept our washer for 3 WEEKS!!!! They kept saying that the wrong part was ordered (3 times) which kept them from Fixing our washer. Meanwhile we had to go to a laundry mat twice a week, each time it was costing us $20.

After the 3 weeks go by any many phone conversation, they brought our washer back. I told them I had an appointment near by and if they call before thy come by, I will run home and let them in. Well they never called me and when I got home, my washer was IN MY BACK YARD!!!!! Needless to say, I was very upset and called these people back and they came and put washer back in my house. They then proceeded to tell me that I cannot use the washer because the hose that came with the parts ordered does NOT fit my washer. We had to go back and forth with Sears again to get the correct hose, had to wait for another week so this has been 4 WEEKS with no washer. They scheduled for a Sears technician to come out between 8am-5pm, I waited all day until 5:30pm, no one showed up.

I had to leave on an errand and when I came back, there was a note on my door that he came at 6:02pm and we weren't home. If they had just called, we would have waited. So we had to wait another week for a other technician to come out , this is now 5 WEEKS we are without our washer. So technician finally came ame lo and behold, the part they ordered was they wrong part AGAIN!!! So technician was talking back and forth with Sears recommending that we get a new washer but they said NO! so we waited another week for new drum kit to come, this is 6 WEEKS without washer. Technician came did the repair a couple of days ago, tested and it appears to be fine. We did 1 load of laundry and so far so good, did 2nd load of laundry and water spwewed EVERYWHERE!!! We have video if y'all need to see it. So we are out of a washer AGAIN! I have never in my life seen such incompetence and lack of caring from any company in my life. We will NEVER and I Repeat NEVER buy anything from Sears ever again.

I think you people are a bunch of crooks who take our money for warranty but do not deliver the service that you promise. I will NEVER USE YOUR COMPANY AGAIN and I will make sure that everyone we come in contact with know about your incompetence. We were promised $100 a month from Sears to do our laundry at laundry mat but we have not seen 1 cent because you are also liars on top of being incompetent. We are suppose to have a repair person come to fix our washer AGAIN tomorrow but I am sure not holding my breath that they would show up much less do the job right or even have the right parts. Something needs to be done immediately or you people will be losing a lot of customers, I know you have lost our patronage for sure!!
I can be reached if you want to bother talking to us. WE ARE STILL NOT ABLE TO USE OUR WASHER GOING ON 7 weeks!!

Particulars of a complaint to Sears over shoddy work, lies and the commission of possible fraud. Arrival of the Installers: We begin on the morning of 11/21/2014, a Friday. A tall, dark complected, ruddy faced man who makes no attempt to introduce himself shows up to install a stovetop and an oven purchased at Sears. He is alone. He asks to see the installation instructions, if any, we have already received. We provide them. After a brief period, Installer #1 says something like “Looks like your old oven is not the same size as the new one.” I wonder why, but I say, “Well, when will the new oven arrive?” He says his assistant is on the way. A brief period after that his assistant, Installer #2, a Mexican, drives up in a beat up truck. He has the new oven in the back, but he also offers no name. I wonder if his truck will leak oil on my new concrete driveway… I go back to the kitchen. As I enter, Installer #1 is breaking [not dismantling] the old lower oven door off by wrenching it back and forth until it literally falls off at the hinges.

The noise this makes is so loud my wife Cathy hears it all the way upstairs. There is no going back; I get the point. No one says much, but we all look more carefully at each other from this point on. I go out into the garden; Cathy flees back to the upstairs. Next, complicated things begin to happen. Installer #1, ruddy face, tells me the old oven electrical connection was on top, but the new one is on the bottom, so they have to extend the wiring, which will cost extra, something like $90.00. Also the new oven is too big to fit, so they have to enlarge two surfaces of the cabinet by making two saw cuts that cost $68.00 each. I complain about that expense for so little effort, but ruddy face insists Sears sets the prices. They are just independent installers.

They run into these problems all the time with Sear’s customers, implying Sears frequently sells stuff that doesn’t fit right. Gibberish about inches and dimensions are sprinkled randomly in but nothing seems to make much sense. Foolishly I take ruddy face at his word, because I know there is no going back. But I notice something important after they remove the old oven. The old wiring reaches all the way from the top to the bottom of the cabinet; so it’s obvious the electrical connection to the old oven was not at the top, but just like the new oven, at the bottom. I verify that by going out to the beat up truck to look at my old oven. Sure enough, the connection is at the bottom. They have lied to me. I immediately raise this issue with Installers #1and #2 who have followed me out to the truck. Now Installer #1 changes his story. The new problem is there was no junction box at the end of the old wiring connection so they had to add one. I say, “OK show me the packaging or wrapper for the junction box.”

They look at me long and hard, but show me nothing, because they apparently have nothing to show. Then Installer #1 says, “Are you accusing me of lying?” I say, “I asked to see the box or wrapping, remember?” Now the Mexican begins to jump in and we go round and round in the driveway, getting nowhere, and it’s two against one, so I say, prudently, “Go back in and complete the installation. We’ll settle this later.” When Installer #1 begins to saw the left and top sides of the cabinet with a reciprocating saw, I sit at the kitchen table to watch everything closely from then on. I notice the saw blade is either dull or too rough toothed, because ruddy face has to exert substantial force to hold the saw in position when he cuts upward instead of downward along the left side of the cabinet. I also notice the saw doesn’t cut straight and leaves a jagged edge all along both of the cuts. So, I tell both of them, “I want you to know I intend to file a complaint with the store manager about this entire incident, and you can both absolutely count on that. They say nothing, so I get up with my own tape measure and measure the height of the new oven where it must join or fit into the cabinetry. Then I measure the opening in the cabinetry.

There is the proof; the upper cut wasn’t necessary because there was 3/4th of an inch of clearance between the two. I tell them this, in nothing less than the most blunt and emphatic terms. They look at each other, questioningly, as if to suggest “What do we say now? Finally, the Mexican says, sort of apologetically, “I measured it twice.” They shrug but continue, and when they begin to insert the new oven into the cabinet, I see the long electrical line when they pull it out of the bottom of the new oven, to connect to the junction box at the end of the old electrical line which as I said reaches all the way to the bottom of the cabinet. It’s absolutely clear to me at this point that I’m being scammed. But there’s no going back unless I want to spend weeks, maybe months, in a kitchen without a stove or an oven.

So I say nothing. They huff and puff and finally get the new oven in. Then everybody sees the jagged edge of the saw cut above the oven, because the wood removal wasn’t necessary in the first place. I throw a fit all over again. But all ruddy face says is,”OK, we won’t charge you for that cut.” Since further communication on my part seems pointless, I sit there as they rush to complete the installation by pounding in shims to raise the oven to cover the damage ruddy face has agreed not to charge me for. I just want them out of my face, my kitchen, my house, my life. So I write a check for $148.00, and ask for a receipt, which ruddy face says I’ll get in an email online, but I never do, no matter how hard I try and how much I complain for over a month… It is only later that I remember the quality of their voices and remarks, which were oddly brief or abrupt, but convincing and decisive. Why? Because they were practiced, and confident. I suspect their game has been perfected over a long period of time, with many other Sears customers…

I took my 2 vacumes in to get fixed before my warranty runs out. Found out the repair store i go to was closed and no longer there. So i ch ecked online and found a place to take it which ended up being the seatac mall.I go into the sears and they tell me they no longer fix small items, they send them thru UPS to TEXAS. So now im at the UPS store and it costs 49$ just to package 1 up and 97$ to send it plus the same amount to send it back...How is this saving anybody any money. They could of gave me 2 brand new vacumes for the price sears is paying to ship elsewhere...I will think twice before buying anything at sears and buying warrantys too..

I ordered a pair of reebok men's sneakers bb4500, when the order was received at my home today,one sneaker still had the security plastic device hooked to the eyelit which I was unable to remove,so my wife had to make a special trip to the nearest Sears store to get them to remove it. I'm Not very pleased as I think whoever packed the order didn't know the inconvenience that their error caused a loyal Sears customer who is disabled. I Will no longer do any future business with Sears mail order. I will let others who want to order from you to be careful, hopefully they won't have any problems such as I encountered.

Seeing this is the same problem, kenmore stoves had in 2009 ,this seems like sear/kenwood has still not fix the PROBLEM. When my wife was baking dinner ,she hadn,t relized , that the broiler element was on until the smoke detecters alerted her.The complete dinner was ruin!We then discovered the broiler element comes on when you select bake . the elemen stays red HOT! WE shouldnot have to pay for a known problem of your Kemore range.THE cost to us was around 250 dollers. ABSURD!!!! The repair man was prompt But hesitant to say the control board had burnt or shorted out. I saw the burnt part after checking it ,when being given it to be disposed of.The control panel had been wraped to conceal the problem.

To whom this makes it to at Sears. My wife had been talking about the fitted car mats so much I had to order them even though we could not afford them. Because it would be the only gift” why not.” I reluctantly placed this order for a birthday gift for my wife on 2/12/14; I had a very competent customer service rep that informed me that this order would get to me in time for my wife’s birthday which was on 3/3/14. After that conversation things went downhill. I had the most difficult time getting answers after I received an email stating that I would be sent another email within a few days with the date to pick up the package at Sears.

I waited and waited for the follow up email to come (no email) before I called your customer service department and got the run around regarding the wrong tracking number. I called back a week later and was told that an inquiry could be done to rectify the missing order. By this time her birthday had passed. I eventually received the order much too late for the surprise birthday gift I wanted to give my wife. Before all of this occurred I had completed a survey giving Sears thumbs up in all of the areas that were asked on the survey. I only wish I could have been sent the survey now so I could say how I really feel.

As you have in your email below – You (as a company) made the mistake in pricing so I believe you should stand behind what you sold the bedspread to me for. If I had gone to your store and purchase it then how would you take it back? The bedspread online purchase is the same as going into your store. You took my money thus the bedspread is mine. I am still hoping that you will do the right thing, instead of me making a complaint to the Better Business Bureau and using any other online sites that takes complaints on businesses. I will tell my story of how Sears advertises things at a certain price and then they refuse to send the item that you have purchased. If you are going to treat good customers this way it is no wonder that Sears is in trouble and struggling to stay in business. Please do the right thing and sent my order#644619990.

Three times I traveled to Sears. Monday in Warwick RI where I charged a microwave. When I went to the Merchandiise pickup they said they were out of order for that one.. Went back to the store to return the receipt from my charge. Tuesday went to Emerald Mall in Ma. bought one came home opened the box and found the corner dented. Called Sears in Warwick today and they said the new model( because the one I had was a discontinued model) is in stock for the same price. I asked the clerk to check and see if all was exactly the same and she said yes. I wanted 1.2 capacity with 1200 watts.. I went the third time 30 miles now it was 90 miles and still not what was what was suppose to be. The cleck said when I called her back to tell her it was 1100 watts 100 watts isn’t that much to make a fuss over. It isn’t up to her to tell me to be satisfied with 100 watts less. She should give the exact information. I am 83 yrs old very tired and miiserable with what I have to go through by myself.
Also yesterday three quarter of the floor the micro’s were on they wasn’t one person to ask where to go.

New system installed and washer not working properly when your installers delivered them. Waited 8 days for delivery then said it would be 2 weeks before someone would come to see why it didn’t work properly. It never worked and u tried to report it within 4 hours of installation. I do not think this is exceptable

Our refrigerator, Kenmore Elite, stopped working on March 24. A Sears tech came out on March 26 ordered a new part, and scheduled a new appointment for April 2. On April 1 we found out the part would not arrive in time for installation today and rescheduled for Thursday the 4th.

Today we found out the part hasn’t shipped and the parts section doesn’t know when it will. We upgraded? Our entire kitchen to Kenmore Elite appliances and have had issues with all of them. By the time this is fixed we will be without a refrigerator over two weeks. I think you owe us a new refrigerator.