Sears Complaints Continued... (Page 4)

I have had so many bad experiences with Sears that I dont even know where to begin to be honest! But lets just begin with this past year shall we. I booked a honeymoon and wedding in Cancun, Mexico using my Sears card. I immediately paid the balance off when I got the bill….just as i always do. Then my Card starts getting declined because they think my identity has been stolen. I called Sears customer service and was told they put a HOLD on my card because I changed my address and had made the big purchase. I said well dont you think if my card was stolen I wouldnt have paid for that “Big” purchase?? I said, “I need to have that “hold” lifted because I want to be able to use my card in Cancun so that I can earn more reward points.

The lady assured me that the “hold” had been lifted and it wouldnt be an issue when I left the country. I get to cancun after having the discussion and tried to make my first purchase but guess what…..my card was blocked!! So needless to say i was furious and this experience just added to a already stressful event. I had to use a different credit card and lost out on MANY points! So i get back to the states and called them about the issue and all i get is a sorry. Fast forward a few months and I finally get enough points to my reward balance that I can submit for the Sears Gift Card for $750.00.

I used this card to purchase a power wheels vehicle for my son and still had a remaining balance of ~435.00. I didnt have an issue with that order going thru however when I went to use the remaining balance I had difficutlties with the website. The website kept freezing up, then it kept changing the language to spanish and it took me  to get the order to go thru. I ordered a Camcorder, memory card, Ipod and a CD. I was happy that the order finally went thru because I really needed this camera to get here in time to record a Conference we are holding. Keep in mind I used my Gift card to pay for this and put the remaining balance of $120 on my paypal account. Well, this morning I get a call that my order has “issues” and I needed to call them. Here we go again.

So they proceeded to tell me that my address was unconfirmed in paypal and that my order will be canceled unless paypal confirms it. I said that can not be because I have used paypal for years and I just ordered every single christmas present through paypal and they shipped to me so how all of a sudden it is unconfirmed? She couldnt answer that question. We got disconnected. I call back and I get someone else. He then tells me a different story. He tells me that the items were out of stock and thats why the order was cancelled. He said yes. I said how does that happen?

Why wasnt all of those items marks out of stock on the website? He tried to explain however I do not believe that every item is out of stock. Whats the chances? I said well how do I get my money back on the gift card then because I really need to order a camera now in order for it to be here in time for the conference. He said well it will be mailed to you can you will be getting it in 7-10 days. I explained that was not going to work out and I didnt know why they wouldnt just let me pick out a different camera.

His solution was to give me 10% off my next purchase. Well Thanks for that 10% for all of my trouble. Overall Sears is a horrible company to deal with and I am going to be cancelling my card and will not purchase from sears anymore. I have had a Sears card for probably 8 years but these past 2 years the company has really gone down hill. I have talked to many customer service reps about this issue and nothing has changed. After filling this complaint, I will give Sears 2 weeks to come up with a solution and then I am taking it to the BBB. Im just wondering if i will even receive my Gift Card back with the balance on it at this point.

In September of 2012 I purchased a queen County Living Bedspread (Melissa 56958) I was told at the time that this was a new product and the Queen Shams would be in later – I have checked back repeatedly and NO shams in size Queen.

On line you can purchase shams in a standard size 20 X 26 – AGAIN this is not a queen size it is a double bed or standard size.

I think this was false advertising and I cannot get anyone to help me contact the contry living embroderied bedspread to find out where in the US I might purchase the queen shams. I have had this bedspread since September – had I known there NEVER would be Queen Shams available I would not have purchased the bedspread. To make matters worse, I twisted my sister’s arm (Beverly Atkins in San Luis Obispo, Ca) to do the same and now she and I are in the same boat. We get transferred to departs (parts department) put on hold until the line goes dead. It is virtually a dead end.

I have had problems with both my washer and dryer…They were purchased in Feb 2012. I have called Sears about 20 times and can’t get anywhere. I have had about 3 apts and no one shows up from A&E. Around the first of December a guy came out informed me that the dryer needed a new control board and the washer is knocking and making noise because its not level. I called from day one of installation about washer not being level but sears service advised me its my problem. I finally got in touch with a manage and she said its sears responsibility to level the washer and she would send someone out to take care of it and of course today they guy called and when I answer phone he hung up and then I cal;led back and he hung up again. I called 2 additional times and he sent me to voice mail. He called sears immediately and said he could not get in the gate. My husband was leaving home at the exact time and the gate was open. Our gate to our community opens at 7 am- 5 pm so the guy just used that for an excuse not to work AND IF the gate had been closed all he had to do is to scroll to my name and the gate would let him in. I have been through complete hell since I purchased this Samsung washer and dryer. For a control board to go out only after 7 months and all the problems with my washer. I would like for these to be replaced!!!!!;
please call me at 205-296-2600

I ordered nearly $3,000 worth of merchandise (a Husqvarna yard tractor and a Craftsman rear tine tiller) on April 2nd from Sears with a delivery date of April 11th. I took off work to be home to get my merchandise on the 11th. To help move things along, I called and gave the customer care people the best # to reach me in case they needed directions to my home and the lady put me on hold so she could give it to the driver who was to deliver my items. She then told me I was #6 on their delivery list and that they were currently on #5 – I was next in line! I was so happy! Finally I was getting my wonderful new mower and tiller! So I anxiously await the delivery truck to come down our road. A few minutes later, the delivery guy from Excel calls asking for directions. I gave him detailed directions and I told him I had taken off work and was anxious to get it so that I could mow my now knee-high grass. He asked how far from Highway 380 and 75 he was, and I told him he should be at my home in 30 to 45 minutes.

An hour goes by and so I call to find out where on earth the delivery truck is. Imagine my surprise when I was told there was no delivery scheduled for April 11th, that my mower and tiller was not to be delivered until April 14th. I told the lady that I had taken off work specifically to get my items which had been scheduled for the 11th for nearly 2 weeks! So she reads the notes and comes back on the phone and says the delivery person wasn’t able to come to Bonham and so they rescheduled my delivery. No phone call to me asking if that is okay, no apologies, no nothing!

Let me just be blunt here for a moment – Sears has the worst customer service in the world. Nobody at their company cared that I had taken off time from work to wait on my mower, nobody cared that I needed that mower immediately to mow my yard, nobody cared that I spent quite a bit of money on gas to get to my home. They simply did not care.

I then got online and started looking to see if I can find someone who can deliver me the same mower immediately so that I could cancel the order. I found on the Sears website that they are now offering a free cart with a lawn mower purchase of over $1,299 which mine most definitely was. So I called customer care and they told me they could not give it to me, even though I lost a day of work and tons of gas in going to my house waiting on your delivery truck which never came. If Sears now offers a promotion that I qualify for, and my mower has not yet been delivered, I should be entitled to receive it. I do not understand how they can expect to screw customers over like this and then not honor promotions that you have going on. It was through Sears’ own negligence that I did not get my mower and tiller, so I should be entitled to this cart.

So if you order from Sears, just know that you cannot trust anything they say. If they will treat a customer who spends $3,000 on merchandise like this, they will treat customers who spend less even worse. Do yourself a favor and buy your merchandise from a local merchant. A local merchant will appreciate you and will do anything in their power to keep you as a good customer. Sears is just too big for its own good. Nobody there cares about you because if they lose you as a customer, they have so many others that they just don’t care if they lose you.

Had problem with washer making lots of noise. Called sears,tech comes orders tons of parts, when parts come in puts in only to fry the mother board. Was supposed to come next day doesn’t show up, when I call to find out I get a very rude technician on phone named ‘jen’ finally make an appt. with her. Called a day before to confirm the appt Only to be told there isn’t any appt. When I get mad at them and ask to speak to the supervisor ; the supervisor confirms I have an appt for next day. Later in the evening get an automated call fom sears asking to call to change the appt. when I call again there is no record of the appt. and I have to make a new one which is a couple of days later. I was on the phone for an hour with no result, now the supervisor is supposed to call and so far hasn’t. To think I just renewed the sears protection plan for all my appliances. I would sincerely recommend not to get it. Worst service ever and to top it rude customer service which gives you an headache.

I have made big appliance purchases at sears before and been happy so im very familiar with you’re price match up policy on 3/2/12 i called customer support to ask a question about youre policy…. this to be specific (If you find a lower online price (including shipping, handling and delivery) on an identical branded item with the same features (in Consumer Electronics identical brand and model number) currently available from a local competitor’s retail store honoring its own online price.

And the item is currently available for sale and delivery in your area, Sears will match that total price, Plus give you 10% of the difference. Just print the ordering page, including shipping, handling and delivery, and bring it to your Sears store at the time of, or within 14 days after, your purchase. If you are purchasing the item from sears.com, please fill out a Price Match form.)…..so since my price match was from lowes.com and it said free delivery the agent (15272) agreed and said yes i qualify but i had to purchase today ….

I agreed since it was a great deal( so i thought) at first he had some issues on his side looking at the website but finally got in when he said i qualify for price match up and free delivery and setup i actually changed from the white stove to stainless steel which is more because you guys gave me such a good deal!!!!!!!!!!!!! he gave me a price match up ref # which is 19074 was very persistent i write that num down …. we were on the phone for a long time to get all the numbers correct!!!! even had to make a third party call for payment ….

he inform me he couldn’t make a price change so what would happen is he would charge the full amount ( regular price plus delivery) then i also added warranty and removal then go right back and credit my card the difference (167.09) which would take 3 to 5 days i agreed didn’t see a problem with that…..well after checking the order status i see were he deducted 69.99 for delivery (which he had to get that from somewhere…. hint lowes.com because you guys don’t do free delivery unless purchased with sears card) but saw the regular price …at first didnt think nothing of it since i thought it would be credited on the card but then i had doubts so i contact customer service by chat …

she informed me i didn’t qualify and the ref # he game was invalid i didn’t have a lowes near me (7.1 miles away from home)…i explain her the situation and all she could offer me was 5% for inconvenience well im not very happy with that because that was not what i agreed with when i purchased the stove nor was she really listening to what i was saying she kept telling me to call in and speak to a manager …the only reason i used sears cause i know about the extra 10% if not i could o went to wal mart where they have the stove as well and they would of price matched and deliver a lot sooner ( spoke to manager so i knew they would do it) instead i went with you guys …

i didn’t mind a later delivery cause of the price but now i have OVER paid have to go by my own gas hose cause you guys didn’t have it and wait a week for the stove!! non the less i didn’t receive the the great customer service i usually get from sears!!! so after chatting with rep i called in like the cat rep told me to do and this rep was very nice after some looking into saw were the stove IS available and doesn’t understand what happened ….she said she sent the case to a higher level will see what happens but right now i feel trapped and played for a fool!!!

feel like the first rep was just saying yes yes yes to everything and just charged what he wanted!!!! i cant cancel the order because you wont refund the warranty so i guess lesson learn and im going to never trust and make a purchase from sears which i normally use a lot being military its one of the stores that is always around!!!!!! In ending i am not happy with this whole transaction and definitely not happy with rep 15272 I hope he is not allowed to con another customer!!!!! i have NEVER experience this!!!! especially after proving i was correct!!!

Even the last rep saw it! I have all the number and print out add from lowes which expire tomorrow and instead of helping me and investigating because obviously something happened you guys offer 5%!! (off your price) Very disappointing

Thank you for your time
Denise Flores

-The first situation is receiving a very important appliance. I purchased more than $10,000 worth of appliances from Sears in October 2011. At first, the Sears sales associate “forgot” to order a blower than goes with my vent/downdraft for my kitchen. Finally, after weeks of calling about the blower a manager ordered the item in November 2011. However, it is February and the blower has still not been delivered. They are now saying it is going to be March 2012. I cannot wait that long and I want to return the item. I had to order the item on the side which was another nearly $600.00 The store where it was purchased was suppose to return the blower and call me.

Again, I have been waiting and no one has called!!! The appliances were electrolux. I would NEVER allow SEARS to represent my company!!! -My other complaint is returning a part. After ordering all of my appliances I needed a trim kit for my microwave. The sales associate was suppose to give me the appropriate model number to place the order from home. After ordering and receiving the item it was the wrong color. My appliances are stainless and the trim kit was white. I simply need to return the white trim kit. I went ahead and ordered the correct color after weeks of calling and trying to get the appropriate numbers.

However, I have been trying to get a return receipt emailed to me for one month and can’t get them to email it. They say they are going to, but never do. After speaking with sears five times and several weeks and trying two email addresses…still NO receipt. I even took the trim kit to the store and the manager there called and spoke with the online sales people. They said to sit the appliance out and within three days UPS will pick it up. It has been six days and still no UPS pickup. I have left the tappliance on my porch day and night. So they cannot say it was no there!

The microwave is frigidaire. Once again, I would NEVER allow SEARS to represent my appliances! -On a final note, the double oven I purchased are not heating and the face lights are burnt out. The repair associate is “suppose” to come here on Wednesday. Again, these are ELECTROLUX!!!

After saving for a year and a half after my husband passed away I was able to pay to have my homes HVAC unit replaced BY SEARS. So I hired an installer to purchase and install this for me. Exactly 2 months after this $4800.00 purchase and install the unit began leaking freon on a regular basis having to refill it every couple months. The installer was very helpful for a while refilling it for free while telling me that if I went to any other source for repairs he would cut me off. Well finally he wrote me a letter stating that the unit was a lemon, Heil Comfortmaker 3 ton unit IS A LEMON. Well my son has been trying to help me contacting Heil Corporation, who is very rude and blames everything on SEARS, we cant get anyone on the phone at Heil at all.

So, when we contacted the Sears corporate office the man on the phone told us he would wave an inspection fee of $69.00 for us as a courtesy. So, we paid $4800.00 for this unit, and have now replaced a couple relays that cost over $100 a pop, freon refills now cost $250.00 every other month and we have had to replace 2 thermostats in the past month. And they want to help us out with $69.00 on something that should have never happened, SELLING A DEFECTIVE UNIT. So I asked to speak to someone in the Presidents office, and that GUY tells me I am waisting my time cause he will just send me back to him everytime. How unprofessional is this? So is there anyone out there that can help???

Is there anything that can be done?? Before I get the BBB involved or FTC, or surrounding News Investigators involved, or post hundreds of youtube videos around about this poor customer service, is there anyone that can help, or anything that we can do to get something done about this.

2 years into a top of the line Sears elite Washer, $1699.00 and it is junk, the repair agreement covers $500., it costs $664.00 to repair so they offered us a voucher for $500 to buy a new one! Like I would want anything again from Sears, this is so outrageous that it is near fraud! Why and How can a computer go out on a washer that is 2 years old, there are only 2 of us in the house. Our laundry needs are maybe 2x a week! My husband is appalled at the cost and the lack of standing behind their top end appliances! Never buy Sears, you are only asking for problems.

I purchased 4 Gladiator 30″ storage cabinets on line from sears and they delivered them to the store. The people at the pickup location were outstanding. I went into the store to buy track to hang them and I couldn’t find anyone to help me. This is the second complaint this year about not getting help. Lastly, the store had the same cabinet on sale for $ 20.00 cheaper than I had just purchased them for. I emailed the Sears site where I bought them and I have never received a response. My order and confirmation number is 280234986 and the barcode number is 093001389363.

Sears advertises the lowest price and I want $ 80.00 refunded to my credit card, $ 20.00 for each of the four cabinets. Sears service has gone downhill from the old days when I first began dealing with Sears and Roebuck.

i purchased a mattress and box spring to be delivered to my daugfhters apt. i paid for delivery and haul-away. When items were delivered, drivers told her that they did not haul away anything. i called sear delivery and wanted to know why deliverymen would tell this and also asked for a supervisor to call me since i would now be inconvenienced for hopefully the haul away that i had paid for. i never received a call from either delivery to reschedule or a supervisor to file my complaint. I gave up and paid someone to get the old mattress and box spring.

Only to find out when they get there that the deliverymen had stood the new mattress and box spring on their side up against the wall and never even removed the plastic coverings much less set them in place for her on the bed. i cannot beleive the absolute horrible experience this has been with sears. i have always purchased all my appliances from sear in all my years. however, thanks to this purchase i will never step foot in a sears store again in my lifetime and will be sharing this story with as many people as i can.

I build cabinets and install appliances. With all appliance companies I have found complete specifications for their appliances on line, especially ‘cut out dimensions!’ Not so with Sears Kenmore. After trying online, I called for help. Only to find a dead end and a bad attitude. I had to go the the store, where I was showed a book with, cut out dimensions. The sales person look at me as if I had two heads! We can’t receive the appliances, with the installation book until a later date and the building needs to start sooner. SEARS…show more specifications especially cut out sizes on line….please…I wouldn’t recommend Kenmore kitchen appliances.

MODEL #LMX25964ST100 serial # 008KRUC00694 can not get a repair tech or any replacement through manufacturer warranty. I bought it in 11-20-2010 and freezer dont work or ice maker and it runs constantly. So I have unplugged it after 6 days of straight running cause I was afraid it would get to hot and catch on fire. Can some tell me what I have to do to get it taking back since it has not been fixed and run so much! It is a Double Door LG refrigerator and I have talked to LG customer service for a whole week and still cant get nothing done and even contacted Home Depot where I bought it and a extended warranty but they cant do nothing.

It is still under manufacturer warranty.. So needless to say I probably will never buy another LG product… but would like mine replaced or refunded for it!!!

Did not honor tire price or rebate. I got a quote for tires online at Sears Tire Center for the local Sears store for both my dads car and mine. I went to the store with my dad and he purchased his tires at the quoted price. Fact is they even lowered the price by a few dollars. It’s to early to tell if he will actually get the $160 rebate promissed him though. I went in two days later with my printout for the exact same tire type just in a different size and was told after several minutes of trying to be sold a more expensive option that they would not honor the price quoted me.

THE DEAL IS STILL ON THE COMPUTER!! So I didn’t get my tires at Sears and didn’t get my $160 rebate. I ended up having to shell out an additional $100 for tires elsewhwere…I am PISSED and Sears has lost another loyal customer. 83ebf4

I bought a dishwasher from Sears.Com. I agreed to pay them extra to deliver it, install it and take away the old unit. I also paid for an install kit. They kept me waiting 10 days for delivery. At 11:00am on the delivery day, I called to ask them when they were coming. They said, “relax, we’re coming today” I waited some more. At 4 pm they still weren’t here, so I called them again. They said, “we have decided not to come. It’s too much trouble to deliver to your area, We’ll just give you your money back, but it will take 10 days to get a refund on your credit card” I said, “what do you mean its too much trouble? Sears is only 56 miles away and they deliver to my area once a week!”

Sears.com said, “well, we aren’t them, and we think your area is too much trouble to get to!” They held me up for 10 days, and I am still waiting to get my money back from Sears.com. Then I called the Sears brick and mortar store in Flagstaff, Arizona. I told them what happened with Sears.com and asked why they were allowed to use the name sears if they weren’t Sears. They said they were Sears, just a different division. So I bought the dishwasher again from Sears brick and mortar, paying extra for delivery, take away of old unit, installation, install kit and extended warranty. Sears kept me waiting 2 weeks for delivery.

When the delivery man arrived, he left the dishwasher in my living room and without making any excuses went away without taking the old unit, without installing the new unit and without leaving the install kit I had paid for. I am stuck with an uninstalled new dishwasher in the living room, no install kit, and the old unit still under the counter! Sears has done nothing to rectify this. Sure, they said they would refund the install fee, the delivery fee, and the take away old unit fee. But that still leaves me with two dishwashers, neither of which works!

And for the time being, the price of two dishwashers, two deliveries, two installations, two take away old units, and two install kits remains on my credit card ! I have done business with Sears for years. All the appliances in my home came from Sears. I own stock in Sears, but not for much longer. Sears isn’t the company they used to be.

As so many others have said al;ready Sears is no longer the Company they once were. Their service is lousy. The Techs are not dependable and on top of that they are rude. They esculate calls only to not have a satisfied customer. I called to have service on my side by side refrigerator. I was called on the same day to say that the repairman could not find my home. I indicated that the serviceman was rude and i even went to get him and he was not sitting where he was suppose to be when i initially gave him instructions on hopw to get here.

he rudely says if your house is 7 minutes/7miles up the road he said “well is I am driving 80 miles an hour how can i determine where this location is with that information” I said i would think you would use common sense and base this fact by the normal speed limit. nevertheless i shared this information with the company, however they act as though they have no control over the techs. now we have to schedule for another day mind you i am caring for my terminally ill husband which they were told.

the next person solved one problem but then the piece that i told them that i heard broke is still unresolved, i have continuosly water flowing into my ice tray causing blockage. i wasted a lot of man hours with this company with no satisfaction and they continuosly want to push their service warranty contract for repair which they are not able to deliver satisfactory service. customer beware. with this economy, they won’t be in business long if we take our business elsewhere…

i have been reading the complaints of others and i am seeing the same story from all, that we are being held on hold for very long periods of time. not being connected to someone who can give answers to the problems and never getting call backs.leading many to be totally fustrated with those in charge.there moto is very wrong when they say = WE’RE ALWAYS HERE WHEN YOU NEED US, & WE’RE HERE TO HELP. i have a warenty and now find out how bad it is to get things fixed, so far i have had 3 techs out with 3 differant repair dates and still have no resolve to my problem. I am sitting with a washer that is broke and sears has this carefree attitude about them.

I will never buy a sears product again and if they keep this up they will find that there reputation will be gone and profits to.

I have been trying to talk to a supervisor of the customer service department for over two hours today. I have been on hold for the final time 47:37 minutes and going and expect I could be on this line to Sears for the rest of the night. I called to talk to a service employee and because I was complaining about a service call to my home that was cancelled, at least three women disconnected. Each time I called back and when I explained AGAIN that I wanted to speak to someone who could at least try to arrange for me another date, I was disconnectedor put on hold. I called back a minimum of 7 times. I was put on hold no less than four times on an average of 10-15 minutes.

Does Sears even know what customer service means??? They should fire these employees immediately. I know Sears can verify my complaint about these people from using my home number to verify my times being disconnected and put on hold, which shows that their supervisors should also be fired immediately. Sears is no longer a company that can be counted on by their customers and I will look to other companies for future purchases.

To Whom It May Concern: First, let me start off by saying that I have been a big fan of Sears for my entire life. They have always represented quality products and good customer service. They have always stood behind their products and have done their best to assist whenever issues did arise. That was then. Now, for the rest of the story. I have bought numerous appliances from Sears in the last couple years, including a stainless steel refrigerator, a stainless steel convection oven, a stainless steel microwave as well as smaller items like my vacuum cleaner and other kitchen appliances. Even my tractor is from Sears!

At issue is my Kenmore water softener. Since I have well water, and my well is extremely deep, we have a large amount of iron in our water. You do not see it but it turns sinks and such orange. For this reason, we have the water softener. This is a very important piece of equipment for us. Without it, we cannot do laundry (orange clothes) and all our sinks, toilets, cups, bathtubs, dog water bowls (anything that gets wet) is stained dark orange.

On September 25th, my water softener started leaking. It proceeded to flood my laundry room, closet and our family room (soaking the carpet). I immediately unplugged the unit and called Sears. They said they could get someone out on Wednesday the 27th if that was okay. I agreed and called off work for the morning appointment. The repairman never showed up so I called Sears and was told they made a mistake and the appointment was put in for Wednesday August 3rd. After numerous people and apologies they scheduled it for Friday September 29th.

The repairman came out and found that he needed three parts and had none of them so they had to be ordered. He wrote it up and scheduled the installation for Friday August 5th between 1 and 4pm. When I came home from work on Wednesday August 3rd, I found the packages at my door. I also had a message on my answering machine that I had to call Sears to schedule my appointment. I called the number they left and explained that I had an appointment AND that I had the paperwork in my hand that the repairman printed. I spent the next three hours in phone hell trying to straighten everything out, only to finally be told that they had the appointment and just needed to know if the boxes came yet!!!!!!!!

Now it is Friday August 5th and I am at home, missing my third day of work for this water softener fiasco. I get an automated call telling me that I needed to call Sears and reschedule my appointment. The appointment that I am sitting home waiting for!!! I call and am told by Valarie that they do not have anyone available today so I need to reschedule. I explain that I cannot do this.

They escalate me to Desire (in Texas) who looks into having it done tomorrow (Saturday) so I do not have to miss any more work. Of course, this cannot be done. They instead schedule it for Monday morning. That will be the fourth day of work that I will have to miss so Sears can attempt to come and repair their water softener. I still cannot wash clothes, everything is continuing to stain, and Sears doesn’t care. After all, I already gave them all my money.

I call the Hotline (1.800.795.5030) and ask for help. I explain my whole story for what seems like the hundredth time. I am told that there is nothing they can do. This is not the first time something like this has happened and it won’t be the last. I am flabbergasted that they would say this to me!!! I ask to have this escalated and am told over and over that there is nothing that will be done. They are fulfilling their agreement. I explain that I will have missed FOUR days of work for a simple repair job that most companies would schedule outside of the 8-5 that Sears demands. He tells me “I guess you will be going to the BBB then.”

I let him know that I would indeed be filing a complaint with them and anyone else who would listen and that I would post this story to every web site out there. I also informed him that I would not be ordering my planned new flooring from Sears after all. I also would not be shopping at Sears or any of their other holdings ever again.

I don’t know which is worse. The fact that I have missed so much work and spent so many hours on the phone for a stupid repair or the fact that I have lost respect for a company I grew up with.

I ordered a mattress online, but my local Sears contacted me and arranged the delivery. The first Sterns and Foster broke down after three weeks. The mattress was exchanged for a more standered style Sealy. It was broken in 4 days. I chatted with a Sears employee on line about the bed on day five. I called the phone number she gave me on day six. The young woman I spoke with said she would send me a packet to show me how to take pictures. I had not had this bed a full week and did not believe the responsibility was mine to prove. I ask to speak with her supervisor, she said I could not. I have been trying for over two months.

I guess I expected to get something that looked like customer service. not so. I have been hung up on transferred to dead lines, or never ending rings. The absolute rudeness is impressive,but my husband is still hanging on to keep from falling out of bed and not one person cares that two defective poor quality mattresses have been sent to this poor handicapped man. I have called every line and been promised help that never was delivered, not one bit of compassion or respect. I would love to think that Sears was on the customers side, but that way of life is over. Hope Sears looses all its customers. I know they have lost two!

This is my complaint. We have had Sears for as long as i can remeber we bought all our appliances from them and our TV’s to. Im like the last person that complained -my time to Sears does not matter….i take time off from work because sears tech’s have office hours 8-5 and cant come any other time and here is the kicker-you have to sit at home waiting for them 8-5 because they are not sure when the tech is going to show-they cant give you a 3 hour window-so its 8-5. I waited the tech never showed-i called serveral times and they kept telling me that he was going to show because i was scheduled, yea i’ll belive it when i see it-He never showed so much for me being scheduled.

To make matters worst he rescheduled me for another day like have no say on how my life is scheduled for me-mind you i have to work. well they think i dont work and have nothing better to do but wait for their tech to show becuase i am at the mercy of Sears….wait for us at our time or suffer….well my microwave has not been fixed and im sitting here wondering if their is such a thing as a class action for false representing or lack of service they give you -well i’ll find out. from a very unhappy customer.

i placed an order at sears online of 1 air curtain sold by unbeatablesale.com. I was given order confirmation by sears and was given an estimate date of delivery by 28-30 June 2011. Today is the 29th when I followed it up I was told that there is info of delivery yet and that they cannot get hold of the warehouse where shipping is originated. I’ve been following it up every now and then but I was suggested to just cancel the order. This is not the kind of business I am expecting from Sears since they advertised the item for online purchase only. Is anybody from Sears can help on this transaction as it is already been paid? Order no. is 240769546.

I, like you, am a hard working individual. I have a job, which requires my devotion Monday through Friday, 9-5:30pm +++ (because I love it!)…. My washing machine decided to break last week. Fortunately, all of the products I have bought with Sears (mind you, Sears is the only store we have bought appliances) have remained true and trustworthy. Confidently I called upon the Team in Blue. Rest assured a technician would be out in 2 days to handle my temperamental washing machine. Kevin knocked on my door two days later with an air of confidence and pleasantries. He was not able to fix my washer on the spot, yet would order the necessary part.

With a slight sense of disappointment I smiled and agreed to Kevin’s plan. He stated the part would be ordered under the status of emergency and please call when it arrives. Sears would be out in a jiff to fix my temperamental machine. So…two days later the part arrives. I felt wonderful and knew that Sears was my best friend for life. So, I call and reach some strange sounding person…(possibly from India)…anyway, rest assured the technician would be out Monday. I told them…hey, “I already took a vacation day off of work, so could you come out in the evening or weekend”?

Strange sounding voice aped “I’m sorry, Miss Borne” about 5 times. Essentially they do not work evenings or weekends…so…what is a working person to do? Well, I hired a neighbor to sit at my house and wait for the Sears repair technician to show up. The time frame 1-5pm. I called to get a more specific time…”I’m sorry, Miss Borne”…we don’t give specific times. Okay, my blood pressure clicks up a few points. Why can’t you give a specific time? What happened to communication? Why does MY life/work not matter? So, ….my neighbor’s son comes over at 1pm. Sears shows up at 4:15pm.

The tech tells him the part that was ordered is wrong. He fumbles around in his van and with the machine for a while. Tells the young man that “it’s fixed”. Yeah!!!! I get the call and cannot wait to get home from my job to do the laundry that has been piling up for a weak+++. I put the towels into the wash and within one minute receive an error message. Hmmmmmmmm….this can’t be right…this is–Sears. My loyal friend. Well, I think to myself…an innocent mistake; I’ll call Sears customer service and all will be fixed. Hmmmmm….am I in a different country w/ customer service?? They don’t seem to understand my needs.

They keep saying my name over and over and keep saying “Sorry, Miss Borne” over and over and over. I finally get so frustrated that I just ask for a refund (since I have spend $254.01 and 2 days of work). The ‘manager’ states she cannot refund my money. She asks me to call back (she can’t help me today)….here’s the icing on the cake….she hangs up on me. I hope this girl gets fired. She was rude, cold, and robotic. I have been beyond loyal to Sears. My husband moves every 2 or 3 years with his job. Who do we buy our appliances from?? Sears!! Yeah Kenmore!! Well, not that my dollar or two (truly about $10K every move) matters, yet good God, that was a horrible experience. Please call me if you want details. At this point (sad to say) we are done with Sears. I will get my refund (since the machine doesn’t work) and will go with an independent contractor to fix the problem.

I just wanted to let you know one of your loyal customers is shocked and going elsewhere. It takes a lot to ruffle my feathers. I am a loving, kind, gentle spirit. Yet your customer service does not understand the English language. Nor, do they know how to satisfy customers. All they know how to do is say..”I’m sorry, Miss ______). So, I wish you luck in all of your endeavors in the boardroom. All of your grandiose ideas will be squashed with the customer service that I dealt with. Know that people matter. Their schedules, needs, complaints, praise, and feedback matter.

Just wanted to let you know what turned around 11 years of faithful purchasing.

Sincerely,

Jane Borne

My side by side refrigerator/freezer has a big problem. The freezer part is not working. I have a Master Service Agreement and I have to wait 12 days for a technician. Of course, he is going to come out, not have the parts and then I have to wait another who knows how long to get the thing repaired. Not fun, when it is 100 degrees in Florida and I have water pouring out of it all over my kitchen floor. Emailed the social media address at Sears. They responded immediately – great, I thought! Not so fast. Someone called me at home, so when I got home from work, I called the number (no chance of actually reaching a human being!!) and asked that they call me work number. I haven’t heard another thing.

This “social media” thing is baloney. They just delay so much that you are right back at where you started. Ridiculous.

To whom it may concern, I have been a loyal Sears customer for over 40 years. I have recently pruchased a new riding mower, which in turn I had to purchase a grass catcher bag. It turned out that the hardware for the grass catcher was defective and I was told a technician would have to come to the house to repair the problem. The appointment was set for June 14 between 8:00 A.M. and 12:00 P.M.. No one showed and no one called. I called twice and was told someone would get back to me but nobody did. I called a third time at about 4:30 and was told the truck broke down.

Now I have waited all day, cancelled a doctors appointment and now at 4:30 i am told the Sears truck broke down and I will have to re-schedule. Someone should have called me to let me know what was happening. They didn’t know the first 2 times that I called that the truck was broke down? Now I have to wait another week to to get my problem fixed. I don’t think so. I canceled the appointment and fixed the problem myself.

This is the worst customer service that I have ever experienced. If I am not here for a scheduled appointment you charge me. What can I do if you don’t show up? I should of been informed of the problem alot sooner than I was. I wanted to let you know what happened so that maybe the next time the truck breaks down someone will let the Sears customer know what is going on so their day won’t be ruined like mine was waiting all day for no one to show up. MY E-MAIL is boatclubrich [at] aol.com

To Sears CUSTOMER SERVICE DEPARTMENT. How long does it take to get service from your service department? There is no truth to your advertisement, for it really takes a long time. Case in point: the ordeal that has become to service my dishwasher. Let establish first the time line. On May 16th we place the first call and got an appointment for May 21th. The technician came and left, we were home but he reported that “no one was home”. Did he come to my door??? We called back on the 23th to re-schedule; got an appointment for the 26th. But nobody came because there were no available technicians on that day.

We called back on the 27th and got an appointment for June 4th. The Sears technician came but did not finish the job, he needed a part, and had to re-schedule for June 8th; on that day he could not finish his route because he was late receiving the part he needed. We called on June 11th to acknowledge receiving the part and an appointment was made for June 14th. On that date the technician passed by to say he was coming back on the 17th to replace the part. But nobody came. When we called they told us that we were not scheduled for an appointment on the 17th and that the next available appointment would be on the 21st.

Among the many excuses I have heard over the phone is “a dishwasher is not emergency equipment”. But I beg to differ: in a household with 5 adults, 4 kids and a dog, dishwashing is a full time job. Maybe you have good intentions, but the road to hell is paved with them. The department in charge of providing service is not well managed and promises get broken left and right. This I learned by checking on the internet; there I found the complaints from other consumers about shoddy merchandise. A product sold by Sears was well made; the service was seldom needed when the item was new.

But the new trend of having all products made in China, or any place where cheap labor is available, with parts made anywhere else, produces gleaming sub-standard products that break often. Then you sub-contract the service which creates a communication chain that often gets broken. I probably have a claim number, but I didn’t get one. You can.

Sears is the national leader in the warranty run around. They have 1 800 numbers to more incompetent people than the government. Their products are getting worse and worse and the warranties are a joke, they say they cant find it or they just don’t cover the basics. Sears used to stand for quallity but now is just a space filler in your local mall. If you are wise you will not buy their products they may look good on the outside but the service on them is despicable. Their only chance for survival is that the elderly will still buy because they remember what SEARS used to stand for. Where quality once stood you now have a shadow of a former giant.

On January 28, 2011 I paid Sears $413.51 to fix my refrigerator-freezer and I thought they fixed it. On that day I thought they fixed it so I bought a Pretection Agreement from the tech. Months later it started doing the same thing. Not freezing. I called them back out and instead of checking the board that they had replaced in Jan. the tech said that was not the problem and fixed something else. Well instead of Sears refunding me the money for the first visit they know I bought the protection so they just send another tech out. Now here it is June 2, 2011 and the problem with my GE Refrigerator is back again.

Still not freezing. Today when I called Sears customer care they said tough luck. The customer care guy was rude, act like he did not give a care about the complaint. I have always bought my appliances from sears but not anymore.

TO: Louis J. D’Ambosio, CEO of Sears, and to all Sears Customers. I recently purchased a washer and dryer on Memorial Day, 2011. The Washer was to be delivered on June 1 between the hours of 3-5 pm. My son used his phone number when he purchased the washer as a gift for me. I purchased a dryer the next day and it could not be delivered until June 14!
On June 1, I was home all day and had laryngitis.My son called and said the del. would be one hour late.At 7:30pm there was a no show so I called sears delivery (Took 25 minutes on hold) and was told I was next on the list for del.

I gave them my home phone number and asked them to call me with questions or updates. They said OK. My son had given them detailed directions to my home since the GPS might not find it. At 9pm I called again (30 minutes on hold) spoke to an agent who said they tried to call and left a message with my son. I asked to speak with the manager (25 minutes on hold), and he told me the same thing. I told them their del. men were lying. I have caller ID and there were no calls made to me or my son and no messages were left.

They instead rescheduled the delivery for June 4th. I was very upset and asked them to send my dryer at the same time to work with me and they said they couldn’t change anything. Mr. D’Ambrosio I also called your top delivery center (800-479-6351)and spoke with “Charles” who was unable to make any chnages or help this situation. He told me he took the word of his del. men over me. I was livid. He made things much worse. My son did get a call at his work from an unknown number and when he answered they hung up. A delivery company that wants to leave a delivery doesn’t call with a blocked number and not leave a message.

There are too many red flags with the Sears organization. My son is very disappointed but I receive his and Marys blessing to gift this to me. In all do respect to the salesmen who tried to help I thank Frank and Robert at the Ohio Valley Mall. Tried to give feedback for them on your website, but the website is messed up and it seems impossible to give positive feedback for them. Another red flag. I have cancelled both orders with Sears. After reading complaints on hissing kitty, I have found Sears no longer to be a reputable and honorable place to do business.

I plan to go to a local appliance dealer who is dependable and trustworthy. I plan to replace my kitchen appliances there too. I have spent enough time with Sears. I will be cancelling my charge as well.

Sincerely a dissatisfied and disappointed longtime customer.

I was scheduled on June l, 2011 to have the icemaker on my refrigerator repaired from Sears. My husband gave the service department detailed numbers of the parts we would need so the technician would have them on hand. They called us saying the appointment time would be from 8:00A.M. to 12:00 P.M. At noon they called us again saying they would be later in the day due to a problem. Well at 5:30 my husband called Sears and the dispatcher rescheduled us for Monday June 6th. I complained saying we took the time to stay home all day for this and they should schedule us for the following day.

Why do we have to wait until the following week for a changed appointment done by the technician and not us. I don’t understand this. Besides the dispatcher just hummed and had no answers. She also stated that the tech needed to look at the refrigerator first before getting the parts which will put off getting refrigerator fixed another week or two. This is wrong. Sears please look into this type of situation and make new changes. We have always bought our appliances through Sears but this may change.

Almost two months ago we bought 4 appliances from Sears. Kenmore, Oven, Dishwasher, Microwave and Fridge. All four arrived but the Fridge had a dent in the side of the freezer. We asked for a new one. It arrived appro. 7 days later same Kenmore name but not the same Fridge. Different style. This one had grey side’s. The appliances are Stainless Steel and Black, so it did not match the kitchen which is dark brown. Not to mention the fridge door did not match up with the freezer door. The seal around the Fridge door was crushed in. Pointed this out to deliver person who called someone who offered us $150.00 off if we keep this fridge.

No, so again waiting for new fridge a week or so it arrived. A Kenmore but different style, this fridge opened on the wrong side! Unable to change sides, another new fridge was on it’s way. Fridge number 4!! The seal on the freezer door crushed and the doors do not line up. And the handles are white!!! Not black or stainless steel like we agreed too! Now with being hung up on three times. 1-800 number telling us we “the Techs” have to review the fridge! Store Manager hanging up and refusing to give the number for customer service. Sears!? Do we have a fridge…..???

After all it’s paid for! We don’t want a repaired fridge, we want the new fridge we paid for!

Purchase a new craftsman tiller and it stopped working after a few hrs of work. I calaled Sears and they assigned to a tech. The tech preordered the part which arrived at my home 4 days later, The tech scheduled appt 6 days after the parts arrived. The tech told me the part was incoorrect and his parts catalog and Sears data base did not match and he would reorder correct part. The second parts arrived 6 days later and the tech 7 days after the parts was delivered. Needless to say the parts were wrong once again. Sears created a urgent case worked after the first parts arrived and she has not called or comminicated twith me as of yet.

Today, may 26th I called Sears for an update and they have no status and said for me to wait longer. I cannot beleive the poor customer service that Sears offer and will never purchase any other items from them. Hopefully, I will have the opportunity to share my story with a potential customer and help them make a better decision.

I went to repair the rear tire components of my Honda car on March at Sears auto repair. They gave me an estimate of $435. I told them why I did not do it in the dealer’s Honda. Sears stated that it was cheaper at Sears because the parts are not the original. I was scheduling the time to bring the car to Sears and then they change the quoted price to $1,000 for the same repairs to my Honda. I am really mad to this. If it is in this way now, then I go to the dealers for my Honda auto repair.

On May 4, my husband called the Sears number in the telephone book. He was transferred all over the U.S. and I heard him repeating “repair department” many, many times over his 30 minute conversations with whomever. I picked up the phone when he said he could not understand what the person was saying. I could not understand her either. He hung up. Our of his 30 minutes on the telephone he did not receive one piece of useful information. I dialed 928-777-7700. I talked to someone in Texas who said that they answer when the local store doesn’t.

She transferred me to another center instead of the local store like she said she was going to. This man was a robot, could not think for himself, had to follow his script given to him by? Sears? One of these “helpful” people said that we did not have to make an appointment … just take the lawn mower in to them. Finally I looked Sears up on the Internet and found 928-777-7751 which got me to the local store. She told me that they did not have a repair dept. Duh! Left hand not knowing what the right hand does? She offered to give me the 800# for Phoenix repair.

Now, I am NOT driving two hours to take my lawn mower in for repair. Sears has serious damage control to do with their telephone service.

Here is a copy of the complaint I sent to the Attorney General of the State of Maine…

Dear Sir or Madame, My wife and I live on Frenchboro, an island in Hancock County. We recently purchased a chest freezer from the Sears store in Bangor. Even though there was a free delivery included with the price we used our pick-up truck to bring it home on the State ferry. We specifically asked the person who sold us the freezer and the optional extended warranty if Sears would repair the freezer if needed even though we live on an island with only 3 day a week ferry service. He told us in no uncertain terms that they would come out and fix it if needed.

As soon as we unpacked it we saw that the top of the freezer had been crushed. My wife called the Sears toll free repair number at least 10 times and spoke with a lot of different people, was hung up on, and finally after about 6 weeks we were told that since it was still it it’s initial 90 period it had to be rectified by the store where we bought it. We have tried to contact the store manager but after a few calls we have only been able to speak with some one in the appliance department. Today I spoke with someone named Rob who tried to help and he repeatedly tried to give me back the money we paid for the extended warranty but would not fix our freezer.

He said they would replace it but since my wife and I are retired and in our fifties we have consistently told people we do not want to return the freezer as we would have to take it on the ferry and stay overnight and then bring the new one back and we would not have any place to put the freezer full of food we have. Robb admitted that their employee told us the wrong thing but they will not fix it for us. He eventually hung up on me with no resolution except an offer for $100 which is unacceptable. If you can please help us get our freezer fixed we would appreciate it, thank you for your help.

I have a Craftman lawn mower that I brought from Sears. I called the 1-800 number on the Craftmans owners manual so that I could have my mower serviced since it had been a couple of years since if had been serviced. The lady quoted me a price of $89 because they were having a special. I told her to go ahead and make the appointment. When the guy came out to service the mower he quoted me $180. So I called the service department as well as the customer solution department after being hung up on and transfered all over the world. They told me that there was nothing that they could do and that I had to pay the price that the techinican was charging me and not the price that the service department quoted me.

They could not explain to me why I was being charged two different prices. Nor were they trying to work something out with me because of the two different prices. I explained to them that I had the $89 that the service department quoted me but I could not afford an additional $80 that I was being charged. And if she had first quoted me $180 I would not have made the appointment because I know that I could not afford that. These people were unprofessional and could not provide me with any explanation or solution. They could have cared less because they were not in the situation.

I fell that everone needs to be on the same page when the are provinding information to customers. They wanted me to wait four days while they were to view the information and get back to me but the techinican could not wait four day to get his additional $80. And thats not saying that they would have really viewed the information and gotten back with me. Sears has lost me as a customer. I will never step foot into another one of their stores because of there non caring attitudes. They will never service my mower again. And I will put the word out for anyone who is considering Sears for anything.

See what they did to me. http://www.youtube.com/watch?v=WpBJYlTPIsY In 2002, I had 25-year roof shingles and ventilation installed by Sears Home Central in Ottawa. The day following the installation, I contacted Sears expressing my concerns about the location of the Maxi Vent they had installed. The salesman came to see and insisted the ventilation was fine. In the summer of 2009 I noticed the shingles are cooked, curling, breaking and leaking. I get huge ice dams in the winter, causing water to back up and drip inside.

Cause: Their own representative finally came to inspect it in July 09 and told me that the ventilation they installed was done incorrectly, causing excessive heat buildup in the attic, and it is Sears’ responsibility. He also said that they would fix the ventilation and reshingle the roof at no cost to me. Since then, all I get is runaround, excuses, gobbledegook and outright lies from the local Installation Manager in Ottawa and from Customer Service. Be warned. If you need any work done, find another contractor than Sears.

Update— I had the whole job redone at my expense in April 2010. The latest BBB report on Sears at the time.

BBB Rating April 17, 2010

Based on BBB files, this business has a BBB Rating of F on a scale from A+ to F. Reasons for this rating include. 669 complaints filed against business in the last 36 months. 11 complaints filed against business that were not resolved. Failure to respond to one complaint filed against business. One serious complaint filed against business.

Dear Sears Corporation, We ordered a washer and dryer from you almost 3 weeks ago. The sales guy put our delivery off 2 weeks without much reason why, saying it would take that long to get the washer. The day before we were supposed to get them delivered (2 weeks later) the warehouse called us and said we would be getting our dryer in the morning. Confused we asked about the washer was and we were told that they never ordered it. Upon hearing this we went in to Sears the next day to figure it out. Come to find out that they since discontinued that washer, they said that the best that they could do for us was sell us the floor model for 10% off.

I think that this is unacceptable, it was not in perfect condition. It was dirty and scratched up, but we decided to take it because we didn’t think we had any other options, and they promised us that when it was delivered it would look new. They said they would clean it and touch up the scratches with paint. We were excited again to get it, really happy to have figured it out since our washer and dryer had been broken for 2 weeks and we have dirty laundry everywhere. We have been hand washing and laying out to dry the important clothes since we figured it would only be 2 weeks.

So then they called this morning to say they were delivering our washer today…no dryer. Which was very frustrating because our sales guy promised that everything was handled this time. They told me they were going to have to reschedule our delivery. So after sitting on hold and arguing with them they finally got my dryer on that shipment to be delivered today. Then when they got here and the washer is filthy, covered with tape and dust and the scratch they said they would touch up with paint they didn’t…then they were supposed to haul away the old ones, but had no room in their truck so they are now sitting in our driveway…

I am very disappointed in the condition of our washer and the customer service we have received from Sears and annoyed with the fact that on our first home purchase in our adult lives we splurged on a nice set and it looks the way it does and were treated poorly. We are living in an outdated house and in the future will be needing all new appliances, and I just don’t know how we could possibly go to Sears again because of the terrible service we received. I know that a $900 set is not the biggest sale that our salesman could have gotten that day, but he handled it as though we didn’t matter and that we should just be okay with simply adequate service because we were getting a deal on the set.

$900 is a ton of money to us even if it isn’t to him or you. It is a paycheck and a half for our household, so we would expect better from Sears. I am so sad that what I was excited about 2 weeks ago is not making me regret our whole decision…we should have just bought a used set, which is what we would have done had we known that we were going to have to deal with all of this. Aren’t you supposed to be excited about a big new purchase? Especially your first one as a married couple? I am so disappointed with everything; thinking about it brings me to tears.

Sincerely,

Rebecca Johnston

On April 11,2011 I had a Sears Maytag washer delivered to my home and one of the men carelessly pushed my washer into the laundry without using the dolly. He put several dents in my washer. The I was told by him that he couldn’t get the hoses to the old washer off/and for me to get the maintenance my at my apt complex to change the hoses. Our maintenance do not change washer hoses in apt. He the hooked up the hot to the cold and the cold to the hot. He did not test to see if the washer was working correcting.

I found this out when I ran a cyslt to get the debree out of the washer tub. I made 3 phone calls to schedule someone to come out and correct the problem. They couldn’t find me in the system neither time. I then had my ex-hysband and sister call Sears to try to schedule someone to come out. Once again I was not found in the system. I am not happy at all with Sears. If I had not given my old washer await, I would have the new reuturned, if I could get a delivery person to ever pick it up.

I will never do business with Sears again, and I’m cancelling the 3 yt service contract I purchased. A very unhappy former Sears customer.

I had an appointment scheduled from 7-9am. Someone finally showed up at 11:30 when I was no longer home and he left. Then he came back alone four hours later, even though I had told them that two people were needed to take down and lift back up the stacked dryer. The bottom line was that we had to reschedule for a week later. Then Sears told me on the phone that my appointment was not for 7-9 and that there was no note about two people needed. They wasted many hours of my time and the tech’s time. This has to be the worst communication system I’ve seen. The Sears techs are good but the company is too big and centralized and one person doesn’t communicate with the other. Lots of wasted time and frustration before they do the job.

Non-deliverly top of the range Microwave from Sears. I order a top of the range Microwave on 3/20/2011. I schedule installed and delivery to be on $/9/2011 I found out that, I was going to be home on 4/4/2011 until 3:00pm and call on 3/30/2011 to change the date to 4/4/2011. It has to be done by 3:00pm they said they will tell the Sears tech that. Ok got a call from the tech the night before the install this was on 4/3/2011 at 8:45 which was kinda late for for me I was already asleep and He said I will be there between 1:00pm to 3:00pm I said un ok . I was going to see if they show up on time or before 2:00 this time.

The next day he did not show up within his window time so I call back at the number I got the call from and told him who I was and he had no clue who I was he said hold on a minute I could hear him wrestle with the papers . then he said I had you down for 3:00pm I told no you said 1:00pm to 3:00pm than he said we are behind so it going to be after 3:00pm I told him to cancel it because I will not be home. He said ok and that was the end of the call. I call sears installation dept to complain and reschedule it for 4/09/2011 and want it done before 3:00pm She told me she will make a note of it and tell the techs that or if they can’t get there before 3:00pm give them a call back .

At this time I already had it with sears but was willing to give them the chance to come through. Ok its 4/8/2011 at 8:50pm I get a call from the techs they said we have you schedule for 2:00 pm to 6:00pm my Husband told no that not what we agree on the tech was like um we have the papers that said from 2:00pm to 6:00pm so my husband says ok but I am not happy with the window time the tech say good night and hung up. On 4/9/2011 they show up 5:30pm with their tools and didn’t not see a box of a over the top range microwave. Didn’t say nothing just waited to see what the techs were going to do. They go to the kitchen where me and my husband had taken the vent-a-hood down and pull out the stove for them.

They ask where the microwave is? I was like WHAT?!?!? You got to be kidding me. I told my husband it’s your turn to deal with this. He asked them where is the Microwave they said you are supposed to have it. My husband said no it was a delivery and install. They said will our papers said to install no deliver here. My husband said can you find out where it is they said YOU HAVE TO CALL SEARS ABOUT IT. At this point I am really pissed and want to cancel the whole thing. My husband got on the phone try to call the installation dept guess what they are having tech problems their system crash which I find hard to believe because they should had other data center that could pick up the calls

So we got nowhere that evening. Waited the next morning and call the direct line and spoke with a manager of some sort she said they could not do anything until Monday morning4/11/2011 My husband being a computer guy he knows how the system works and told you got two hours to come up with a tech and she said ok give me your number and I will call you back. My husband said you got two hours. She calls back and says she can’t get anyone and they are they are still having system problems my husband said that it cancel the order and give up our money back. She got quiet and barely hear her try to tell us that we are inconvinces them I said what about our inconvinces you cause us.

Told her to send up a confirming e-mail that the order has been cancelled and she want to put up with the cancelation dept My husband said I done talking to people you do its your job to take care of it that was the end of the call. While later on of the day we get a call from tech saying he will be here between 9:00am to 11:00am I was like WHAT?!?!? So my husband calls him back and said who told you to come out here. He says I got a call from my office that you wanted a microwave installed. My Husband said No we cancel the order earlier of the day after all the BS sears cause us.

I purchased a refrigerator on 4/3/2011 with the understanding that 1) it was in stock 2) I would receive a call the night before Friday, April 8th and 3). it would be delivered on Saturday, April 9th. None of this happened. No one called me, so I called Sears and was told that I was not scheduled for delivery. Finally, after numerous calls to the large appliance department at Sears, I was told that the item was no longer available. NO CALL, not even to tell me what had transpired??? If I had not taken the initiative, this situation would not have come to light. This is the way you do business??? The salesclerk at Sears was very helpful.

I don’t blame her. She found a refrigerator similar to the one I originally purchased. I do blame your customer service department, warehouse and your delivery service dept. As it stands now, I have to go to Sears on Saturday, to pick up a new receipt. Hopefully, the refrigerator will be delivered on Sunday, April 10th. Now I understand why Sears’ stock value has decreased. I am telling all my friends about my experience and will urge them to think twice before ordering anything from Sears.

Fridge no 1 window gets delivered from sears Friday am. 7-1 day off work washer dryer on different truck window. 9-2 fridge arrives 1130 stuffed and forced in my house damage to house and fridge delivery guys don’t care and because I am upset decide to leave without taking away old fridge as per arrangement with sears. fun just begins washer dryer arrive with different company no problem. Sat 930am off to sears to complain new fridge to arrive Thursday eve between 6-10 great sales help from my sales person Tuesday evening the sears insurance guy shows up to access my damage and make arrangements to fix my front door. another 2hours at home waiting but again nice guy and my door will be fixed over a two day period in may when weather is better as door must be removed sanded fixed and repainted.

thurs nite fridge no2 arrives first fridge is taken from my house food again all over counter and it’s 830in the eve unpack fridge no2 and guess what big dent in the front. so in comes fridge no 1 again sears on the phone can’t help and I am s.o.l 10 pm I finally have kitchen back together again. Fri 930 on phone to sears sale rep they have no fridges in wear house so now we start again next sat you must be kidding!!!!

Ever deal with a big corporation that shuttles you from department to department and everyone is really nice, but nothing gets done about your problem and finally after a few weeks and some hours online and/or on the phone you simply get tired and start adding up how much of your time is wasted? I am realizing that Sears is one of those companies (also AT&T but that’s another story). I bought a set of mattresses at Sears in December and my husband and I both tried them out in the store. He was out of town for 6 weeks unexpectedly and when we were finally able to try them at home, they sagged badly, even though they did not sag in the store.

We were waking up really achy! We are average or under-average weight. I called the store several times-no answer. So I emailed customer service and got a nice response and eventually (over several days) they told me someone would contact me. Never happened so I email back and they give me a number to call (this is after a week) and so I call and they want to give me a new mattress and I say, no, I am not willing to try another one like this after this one performs so badly.

I would like store credit. But of course they can’t help and I call the store and they finally answer and say they will call back but no, they don’t ever call back and in the meantime we are sore and achy and trying to figure out what to do– I called today and asked for contact info for the regional manager and they say they don’t have that. So everyone is friendly, but nothing is happening and now I have to buy more mattresses and I’ve just lost almost $800. on these. I will never buy anything at Sears again.

I’m done. Seriously. And though I used to tell folks to shop there for appliances, now I say, don’t do it! Find a place with good customer service. Stay away from Sears!

on Sunday February 13th I drove 10 miles to go into the sears appliance division to report that my Kenmore drier which I bought in June 2010 was not blowing hot air. I was given a number to call for warranty, when actually I feel the call should have been made from the store, however since there wasn’t any commission from a sale I was not given any assistance. On Monday I called sears by phone and scheduled an appointment from Tuesday February 15th 1:00PM until 5:00 pm. Around 2:15 I called sears because I had not heard from anyone from their office.

I was then told my appointment was scheduled for Thursday the 17th. This is clearly an operator error, unfortunately my husband took the day off work and it has cost us 100.00. this is a huge economic burden for us. We are very dissatisfied with sears lack of care in scheduling our appointment.

My satisfaction with the contractor AE technician that Sears sent was good (4 out of 5 stars). However, my experience with Sears Customer Service was beyond a nightmare. Sears has completely lost a customer, plus my family members. I will never go to buy one product or request a service from them. They told me they would put in a request to the Tech to call me to let me know around what time they would be arriving. No one called again! The Tech came past 3. I was scheduled to work that day, but I couldn’t go in. I couldn’t even run errands.

Complaint against Sears Cote Vertu. Subject: Humidifier Console 45.4L (defected item)‎. We took delivery of this box on Thursday, January 20, 2011. We tried to follow the instructions, we found several defects that could cause ‎electric and other harm. For example an electric button that shows green ‎light when appliance is full. This button does not work and the result water ‎flooded all over the floor and carpets.‎ We decided not to use it and returned it to Sears after less that 24 hours.‎

We have been steady Sears clients for more than 30 years and we always had ‎satisfaction whenever we purchased any thing.‎ We were confident that we would have no problem to return the humidifier ‎and receive an apology. ‎On the contrary and for the first time we were denied return unless we pay a ‎penalty 20% of the price. We were forced to pay $45.00 for a defective item ‎that we returned in less than 24 hours. Is it possible that Sears changes to ‎such low level. I cannot believe this.‎

An American Home Shield contractor, Sears/AE Tech, installed ill-fitting universal parts which devalues my appliance and my property. AHS does not stand behind the shoddy repair job and their escalated rep accused me of “just wanting to get a new appliance.” My response, “isn’t that fair if you can’t get properly fitting parts? And, isn’t that what I’ve been paying you for?” American Home Shield wants to get out of paying any claims. And Sears keeps closing out the repair order, requiring them to come out multiple times. BTW, Sears people give you attitude. Do not get American Home Shield insurance!!!

I have been a customer of Sears for over 30 years. Having bought numerous appliances over the years. I always purchase the extended warranty on the clothes washer as they seem to need repairs. I called for repair service and was told the serviceman would be here. Tonight I received a call informing me that the technician was overbooked and could not be here. This is not acceptable with me and I will not purchase another appliance from Sears. I will also inform anyone that will listen that Sears is not the company it once was. Customer Satisfaction guaranteed…NOT.