Sears
reviews and complaints

Hello, I have complaints against the 3 sears stores listed above.. First I went to the sale at Kinston. The sale started at 8:00 am. I was there at 9:30 and was told they didn't have the table I wanted. So we called the Goldsboro store and was told they had 3 but when I got to the store they said they didn't have any. So then I called the Greenville store and was told they had one so I asked them to hold it as I was on my way. Now we've gotten it straight or so I thought, it was to be delivered today 12/17/ 09. I got a phone this morning telling me that they be there today between 1:30 & 3:30. When 3:30 came I called the delivery people and was told that they got a phone call from me to reschedule the delivery for the 24th. I did not call them. So I call the manager at the Greenville store and he tells me that he would investigate it. Time passes and I did not here from him, so I called again and was told that the table was picked up from the store on Tuesday. So I ask where it is, he tells me it is in Raleigh. Ridiculous! . So I go to the Greenville store and given the run around. I told them to forget it I want to put the credit on the Sears card I applied for and got approved for. The table plus delivery and assembled was $ 606.02. So to finish this, Sears lost alot of money, I will not buying anything from Sears again. As soon as the card comes in the mail I am going to cut it up. To make it right the manager should have called delivery and tell that they needed to bring that table asap. I hope you will get them straightened out, so this does not happen to anyone else.

Thanks in advance for any help you can give me.
Lorri Bubak
2680 Pine Knoll Drive
Kinston, NC 28504

In September of this year, our landlord decided to replace the picture window on a property we rent. The seals on the old picture window, which was purchased in the early 1990’s had failed, and considering the cost associated with replacing the window panes, as well as possible tax advantages, our landlord thought a new, energy efficient picture window was a good idea.

Having purchased Sears products over the years, and given a special sale on replacement windows, Sears was my landlord’s first choice.

Although the first steps in the transaction took what seemed an inordinate amount of time, it was agreed that the actual installation of the window would take place at 3:30 PM on October 9, 2009. 3:30 PM in the afternoon seemed a bit late in the day to begin a project of this nature, but my landlord and I were assured that would not pose a problem.

At 4:30 PM on October 9, 2009, an unmarked rented truck pulled up in front of my home. I was surprised about this because I was always used to seeing well marked trucks when doing business with Sears in the past.

Out of the truck stepped a younger man and an older man. The younger man who I assumed was heading up the job, spoke very poor English, and the older man spoke almost no English at all. In any event, the younger man said the lateness in the day and threatening weather would not be a problem in terms of the removal of the old window and installation of the new window.

Not wishing to “hover” over tradesman which can distract them from the job at hand, I stepped back and left the two to their work, but did pay attention to the process, which was troubling to say the least.

While the younger of the two brought in some tools, I noticed the older man removing a large, dirty drop cloth from the back of their truck, which he shook out on to the street in front of my home. The next morning, in the light of day, I found a great deal of saw dust, wood chips, miscellaneous debris, and an alarming number of old rusty nails in not only the street, but on the lawn in front of my home, and under the work area. Since neither of the two workmen removed the nails and other debris from the day before, and because there are a number of small children that play in our neighborhood, I promptly swept and raked the area to make sure none of the children would be injured. I also did not want any of the nails to possibly damage my neighbors’ tires on their cars.

Work proceeded on the removal of the old picture window and installation of the new one, and at approximately 6:30 PM I was informed the job was finished. In all candor, I really wasn’t “informed” of anything.

The younger man handed me a bunch of papers that I assumed went with the installation and said “I need sign papers.” He also asked “You know how get to turnpike to go Newark?”

The younger man did not seem too interested in what the papers said, which included a ‘Customer Satisfaction Check List.’ I checked “Yes” for some of the items on check list and “No” to several others, at which point both men got into their truck for the ride home to Newark.

As previously mentioned, the next morning I found the debris and rusty nails, and after cleaning them up, decided to give the new window a good inspection. Regrettably, I discovered the following:

1.) The new screen that comes with the new window was torn.

2.) The two workmen had damaged the exterior trim and siding around where the window was installed.

3.) The caulk used to weatherproof the window was not applied correctly, and would in no time allow water to enter into the framing of the house.

4.) Caulk and paint had been smeared on the interior windows.

5.) The window stickers had not been removed.

6.) Caulk and paint had been smeared on the interior wood trim.

Clearly, the above items are really quite minor in nature, but my concern is that if Sears trained personnel left a job like this, what confidence do I have that the basic installation of the replacement window was carried out in a professional and workman like manner?

The next day, I promptly call the office of Sears Home Improvement Products at [protected] and spoke with Mr. Eric Hummel. I reviewed my list of complaints and concerns and Mr. Hummel said he was very surprised to hear of this as he had never heard of any complaints regarding the quality of workmanship of his two installers. I pressed the issue and Mr. Hummel said he’d have someone call to schedule a time to meet with me and review my complaints about the job.

I did not make a note of the date I spoke with Mr. Hummel but as the days passed by; I once again called and ask to speak with Mr. Hummel. Unfortunately, Mr. Hummel was not available when I called but I was able to speak with a Ms. Agnes James, who, said she’d make sure Mr. Hummel returned my call. I explained to Ms. James that both I and my landlord were becoming not only quite irritated by the way we were being treated, but that this was not our understanding of the way Sears does business. I also asked Ms. James if she would provide me with the e-mail addresses of Mr. Hummel, and his superior, Mr. Linny Hargrove, so I could provide them with my list of exceptions regarding the installation of the new picture window. Ms. James suggested I use the following e-mail addresses to communicate with Messrs Hummel and Hargrove:

Eric.[protected]@searshomerpo.com

Linny.[protected]@searshomepro.com

Ms. James then suggested something that seemed quite revealing about the operation of the Sears Home Improvements Products, and that was I should use the word ‘resume’ under the subject matter, because if I did not, my messages would not go through to Messrs Hummel and Hargrove.

Fortunately, I did not have to send e-mails to Messrs Hummel and Hargrove with the subject matter ‘resume’ or otherwise, because shortly thereafter, I received a telephone call from another gentleman from Sears Home Improvement Products who asked for a date and time to meet with me to review my complaints about the new window.

The gentleman showed up at the appointed date time and was very apologetic for the way my landlord and I had been treated. He also mentioned that two workmen had delivered similar quality of work to number of Sears Home Improvements Products customers, and it was his job to do what ever had to be done to correct their mistakes. The gentleman also pointed out that neither of the two workmen remained in the employ of Sears Home Improvements Products.

The gentleman and his associate immediately set upon correcting the mistakes to the installation, which included not only the items mentioned above, but he also pointed out that one of the tracks in the window was not installed correctly. He also removed the ‘Energy Performance’ sticker from the window, and pointed out that I should retain the sticker as it would be what would be needed for my landlord to apply for an energy tax abatement.

The gentleman and his associate completed their work for day but said that insofar as it had been raining on and off during the day, they would have to return on another day to properly seal the exterior of the window, and finish repairing the interior trim around the window. He also said that I would be hearing from a Sears Technician regarding the torn screen and the defective window track.

Given the gentleman's comments regarding the number of Sears Home Improvements Products customers victimized by poor workmanship on the part of the two that installed our window, and because I felt I was finally in the hands of a ‘Sears Professional’ I decided not to press too hard on the gentleman for a completion date.

However, following over a month of inaction, I called the gentleman to ask when the final repairs would be completed. The gentleman commented that he no longer worked for Sears, and that regrettably, I would have to speak to Mr. Eric Hummel regarding the remaining items.

As I am sure you’ll understand, I was quite aggravated at this point and on December 11, 2009 called [protected] and insisted upon speaking to Mr. Hummel’s superior, Mr. Linny Hargrove. During our discussion, Mr. Hargrove mentioned something about a work order from December 10th which had no meaning to me at the time. Mr. Hargrove also said an another individual in his employ would meet with me at 11:00 AM on Monday, December 14, 2009 to address the remaining issues. Approximately an hour later, Mr. Hargrove called and said that so as not to cramp his representative's schedule on Monday, December 14th, would it be possible to reschedule my meeting to 11:00 AM on Tuesday, December 15, 2009 to which I agreed.

Well, the representative from Sears Home Improvement Products, who, was supposed to be at my home at 11:00 AM sharp on Tuesday December 15th never arrived that day, and never called to explain why, and more important, when the window installation begun on October 9th would be completed.

I have already called and left a voice mail message for Mr. Hargrove to call but as yet, I have not heard from Mr. Hargrove.

I have also provided the above narrative to Karin Price Mueller of the Star Ledger at [protected]@starledger.com to see if she might assist my landlord and I with our problem.

In addition, I copied the following individuals from Sears with copies of this report:

Ernest Wilding
President, Sears Home Improvement Products
1024 Florida Central Parkway
Longwood, FL [protected]

Aylwin B. Lewis
CEO & President of Sears Holdings Corporation
3333 Beverly Road
Hoffman Estates, Illinois 60179
[protected]

Needed a new carburator for my snowblower. The part was $90.25 and weighs no more than a large egg. Sears charges shipping by the amount of the sale, which makes no sense other than to line Sears pockets with more money. So to ship the order was $15.99 and then ~ $8.50 tax on the entire amount. Now to acquire the part I have to pay ~ 25% of the cost of the part. What a deal... They close parts stores (and save money) they have an automated system with few employees (saving money) and then they gouge you on shipping.

This is the thinist of thinist scams. I wouldn't be surprised if they are not sending collected "sales tax" money to the states that don't require collection.

I bought a 27" craftsman snowblower from the oshawa branch of sears canada in november 2008. To ensure that I would have the unit when I needed it I took out a 2 year service plan as well.

The blower functioned perfectly until january13th 2009, almost 2 months after I bought the machine. While clearing my driveway the bolt holding the drive pulleys onto the driveshaft worked loose allowing the pulley to work it's way through the plastic cover. I put a call into the service department the same day. A week later a technician came out to see the machine, borrowed my user manual and ordered the parts needed.

Two weeks later another technician arrived to fix the blower but the bolt that was needed to secure the pulley was incorrect. A new order was sent, again the same technician came, again the bolt was incorrect. Next visit was april, again incorrect bolt. The technician told me he had put in a special order and would call when the part was ready. Well I waited, until october. When I called again and was told that the repair was complete. Again I was told the bolt was out of stock. I was given a date of december 7th for the next visit from the technician but there was no visit. A call to sears revealed that the part would not be ready till december 15th. Again another visit another incorrect bolt.

I have asked for a replacement snowblower but I am being given the runaround. Don't buy sears, go to toro or honda if you want peace of mind.

I purchased a Kenmore refrigerator one year and one month ago and the unit quit working. Sears refused to give me any compensation nor a discount on repairs. I will never purchase anything from them again. A fridge should last more than one year and one month. And, I have shared my story with everyone I know. I want to be compensated!

My name is howard l collins I am trying to clean up some of the past companies that I never received a line of credit from I have about (6) more some names I know others I have never heared of by their business name if I can get some sort of check list then I can view whose is who I am trying to improve my credit report and scores

Here's what happened when I purchased a gas range from Sears on October 4, 2009:

I bought the range (a Kenmore product) during a "Friends and Family" sale. I paid for delivery and installation, and for an extended warranty.

About a week later, I got a call from a woman telling me she wanted to schedule delivery for 2 weeks later. I was upset by the delay, but agreed.

The stove was delivered by a plumber who didn't like the way the gas piping had been installed, so he wouldn't install it. He told us what needed to be fixed and he left us his business card. We spent the next week talking with the gas company, another plumber, and the city in an effort to accommodate what was needed. It turned out the Federal government's rules regarding gas lines is different than state rules, creating grey areas of compliance. We had some additional work done to meet the one requirement we were told was advised, and phoned the installation guy. He scheduled us for a week later. By now my new gas range had been sitting in our garage for nearly a month.

The stove was installed about a week before Thanksgiving. During that week, I noted that several meals I'd baked weren't fully cooked in the time called for in the recipe. I bought an oven thermometer, and set the stove at 350° and waited until the stove "beeped" that it had reached that temperature. I checked the oven thermometer, which had a reading of 325°.

This had happened before with a Kenmore stove, and I'd called repair for well over two years before Sears agreed that the stove was faulty and they replaced it. This time, I decided not to go that route and to return the stove instead (we were within the 90 return period). I went to the store where I'd bought the range, and told them what I wanted to do. The store staff were friendly and upbeat, and helped me choose a different model. I opted for a more expensive range, with features not included in the one I'd bought previously.

When I settled on the range I wanted, one of the sales reps made a phone call while I stood by. When he hung up, he told me someone from delivery would be phoning me within 24-48 hours to arrange for pick-up of the stove I was returning and installation of the new (more expensive) one. I asked him if he wanted me to pay him for the difference between the two and he said "No, they'll take your payment when they call you.

I waited 48 hours and no one phoned. I phoned the local store and was told I needed to call a Central Customer Service number. I called the number, was on hold for 10 minutes or more, and finally someone took the call. I explained the situation and asked what was happening. The woman I spoke with took my phone number and pulled up the file. She said "something isn't right" and I told her I knew that. After about 30 minutes on the phone with her, she asked for my credit card number to pay the difference between the two stoves, which I gave her. She then told me that the phones weren't working so she couldn't schedule delivery or installation yet.

By this time, I was more than upset about the whole mess, and I told this woman all that had happened and that, from my perspective, it's looking more and more dicey to do business with Sears. By the end of our conversation, she'd given me $100 off the more expensive stove, and promised she'd phone me by 7 p.m. that day, which she did. She told me the stove would be delivered on 12/13/2009.

On 12/10/2009, I got an automated call from Sears, confirming the purchase of the new stove, and that there would be an adult over age 18 at our home on Sunday, 12/13/2009. I confirmed the information by pressing a key on my phone. This automated message indicated that the "window" for delivery had not yet been set, and that I'd get a phone call on the evening before delivery indicating the time frame.

On 12/12/2009, I got another automated call from Sears, indicating delivery from between 12:30 and 2:30 on 12/13/2009. I pressed a phone key to confirm.

On 12/13/2009 at 1:00, a delivery truck arrived and told us they had our stove but were unable to install it because they aren't licensed to do that. Given that the stove we were returning had been delivered by someone who could install it, we were stunned to learn that, yet again, the new stove would be placed in our garage while we wait for a plumber to install it.

We phoned customer service (as did the delivery guy) and learned that the installer is closed on Sundays and that we'd have to phone them on Monday.

I now have two gas ranges from Sears: one that's installed but doesn't work right, and another in our garage. And the problem of having it installed has been dumped in our laps rather than Sears handling this entirely.

We've done business with Sears for nearly 30 years and have never run into this degree of complexity or failure of communication. At this point, my husband and I are seriously considering canceling the whole deal. It's looking dicey that Sears will even be in business in 5 years.

We booked the first time to get our carpet clean in the house and we got a call the day before (19 nov 09) the service man got sick and coul'd do it that day. Later we got a call to re-book for another date which was suppose to be today the 9 dec 09 between 15:00 hrs and 17:00 hrs. We waited all night for him to show up
but nothing not even a phone call for cancellation. My complaint is if Sears canada is contracting a company
in the town of Moose Jaw to give some kind of service to the customers and cannot keep up i suggest to get another company to do it and i should get a discount off my bill when they decide to show up in my house for cleaning my carpet one day. thank you very much and hopefully something will be done about it.

One day last week we received a sears wish book in the mail. I remember sitting for hours when I was a child circling all the times I wanted. Me and my brother wore the books out each year flipping pages wishing and wanting. I encouraged my four year old to do the same. But apparently this year all you can do is wish! I have tried to order two items out of this 2009 wish book to be told they "are items not found". Yes you are reading this right they pictured toys that they dont have to sale. They took my email address and told me that they would request the items and email me if they got them. Note these items are not out of stock or on back order they simply do not exist. She suggest I try looking for them in store. Well were I live its a hour north south east or west to a sears. Of course I dnt have time or money to go searching stores so unfortunately this years sears wish book means literally wish, wish, wish cause you arent ever going to get it. (Items were: a bed tent and sleeping bag)

I live in Frankfort, Ky. In your 3-day ad for the period 12/2 to 12/4/09, page 4, was a Baja Doodlebug mini bike advertised for $299.99. The item was not available in the Frankfort Sears store. I was advised that it was available in the Lexington, Ky store, 30 miles away. I visited the Lexington store. The sporting goods salesperson told me they had 6 of the bikes in an upstairs storage room. I asked to see one of them. However, the manager would not bring one of them to the display area in the sporting goods department nor would he open one of the boxes to let me see the item unless I purchased it first.

I believe the manager's name is Gary (not sure). I told them that I would not purchase an item if I could not first see the item. They still would not bring the item to the display floor nor would they open one of the boxes and let me see the item.

Ray Born
1207 Discher Drive
Frankfort, Ky 40601

[protected]@aol.com

Sears LG Trio Refrigerators lights staying on in Refrigerator melting covers. I have just looked at two different refrigerators with same problem. Called recall center, said it would have been covered up to three years from purchase date. Guess what that was up three months ago. One of the refrigerators was repaired once already and now has the problem again. The other refrigerator cover melted off the screws holding it up and was hanging by the wires inside refrigerator. This problem has been around 4 years and nothing done about it yet. It is a safety fire hazard just waiting to happen. Not a good buy!

I recently purchased, on December 4th, 2009, an electric hot water heater, with the website, which says same day installation if ordered before 12 noon, well I called at 8 am to order it and they said that when my local sears store opened, at 10 am. they would be giving me a call to set a time frame of when someone would be out to my house to install it. Well, 10 am came and went and I finally called at 12 noon to see what was going on and they couldn't understand why no one had called me. So they said they would check into it and get back to me, well I heard from no one and called around 3 pm and to there dismay they couldnt understand why no one had called. So they sent my call over to the special teams dispatch unit and I spoke to them and they said the order was not placed until 3 pm., when I had spoke to numerous people throughout the day saying that it was placed and they were waiting on a contractor to contact me. This is so very disappointing and its false advertising because right on your Sears website it state: same day installation if ordered before 12 noon... I would like someone to contact me and would like an discount on this service. Please respond to my email and avoid my attorney contacting Sears... Barbara Brinley

Howdy!

Get ready for a lot of CAPS, but I am furious...I mean every CAP!

DO NOT USE SEARS! I was just screwed out of a $200 rebate I was going to use to buy X-mas presents for my family. They will take your money, then later find a bizarre technicality to deny you your rebate.

If you want to take my word for it and boycott Sears, thanks! We're done here. If you want to hear my gripping DaVinci Code story, read on:

So, I bought a TV with a wall mount. When I filled out the rebate form online, all it said was:
"H090636 08/23-10/03 $200.00 Rebate on Installation when you buy any 40inch or larger Television Along with Installation and a coordinating mount at Sears.com. Rebate paid via Prepaid MasterCard."

But as I found out after my rebate was denied 3 months later (too late to return the item for those keeping score), if you are one of those people savvy enough to shop online, but old-fashioned enough to still print and mail in a rebate form, there is a .pdf you can print out. ONLY ON THAT PDF DO YOU FIND THE FINE PRINT:
"To qualify the television, mount and installation must all be purchased in the same transaction. Includes
Television Mount item numbers 75068, 75078, 75083, 75084, 75080, 75090, 75092, 75093 and 75050."

Well, silly me, I just bought the wall mount that SEARS RECOMMENDED FOR THAT SPECIFIC TV IN A HUGE PHOTO NEXT TO THE TV I BOUGHT ON THEIR WEBSITE! You would think that the mount they list next to the TV you buy would be a "coordinating mount", right? HA! You've never dealt with Sears, I see...

But I hear what you are saying, why didn't you check to see one of those 5 digit number matched your wall mount? Good call! It must be on the website:
Level Mount FIXED/TILT MOUNT FITS 34" TO 60" TV'S AND 200 LBS.

Sold by Sears | Online only | Sears Item# [protected] | Model# DC60T
Rating 5 (1 Reviews | Write a Review )
Well, no 5 digit number there. Maybe I should check my receipt...

60 in. (Diagonal) Class 1080p 600Hz Plasma HD Television

Item #: [protected]
Salescheck #:
[protected]

RC: [protected]

1

Television (wall-mount) premium setup includes unpacking, inspection, mounting tv on bracket, connection to 3 components, bundli

Item #: [protected]
Salescheck #:
[protected]

RC: [protected]

FIXED/TILT MOUNT FITS 34" TO 60" TV'S AND 200 LBS. Sold by Sears

Item #: [protected]
Salescheck #: [protected]
Sale Date: 31-Aug-2009

RC: [protected]

Hmmmm...I see an 11 digit number, a 12 digit number, and even a 16 digit number. The price of the installation was a five digit number, but that's the closest I have. Where are these 5 digit numbers?

To find the answer, I turned to the crack management team at Sears. Here's where it gets fun. You may not realize it, but you have been looking at the 5 digit number the whole time! You remember the 11 digit item number from earlier? Well, pay close attention to that. I'll give you a few minutes.

If you have figured it out, congratulations on cracking the code! If not, I'll explain it the way the Sears management team explained it to me:

Those 11 digit numbers all start with 057. Because they all start with 057, the 057 DOESN'T COUNT! You can ignore it! It doesn't exist! You know what else doesn't exist? Zero. And you may have noticed the item numbers all end in three zeros, and since zero doesn't exist, you can ignore the last three digits too! So if you ignore the first three digits, and the last three digits of an 11 digit number, you have...A FIVE DIGIT NUMBER! The mystery is solved! That's where the 5 digit numbers are! Well, now that we have solved the mystery, oh, well clearly I didn't buy the right mount. I just wish I wasn't so stupid. According to Sears management, I am the only person that has EVER had this problem. Just me. I'm the idiot. So if you are reading this and you didn't figure it out, don't tell anybody, because it will only prove you are as stupid as me.

So according to the Sears management team, there is nobody in the Sears hierarchy that can help me. The woman I talked to said she would be fired if she authorized a rebate to a customer that "didn't read the form". According to her, Sears can't do anything.

I know what you are saying, sue them! I REALLY want to. However, this is a $200 rebate, and court costs in small claims court for a lawsuit of this size total $120, leading to a profit of $80. I wish I had enough time on my hands to file a nuisance lawsuit, but I have a one year old son. I have very little free time. Just enough time to write this e-mail and send it to everybody I know. ;)

Please forward this, and again, if you have any sympathy, DO NOT USE SEARS!

Thanks!

Ben Dixon

My name is Perry Suter and I am a 30 year Veteran who retired in 2007. I stood outside the Sears store at 4:00am and was the third person in the door. I was going to purchase the Kenmore Washer and Dryer front loaders at almost 60% off. I believe the set was 999.00.
I was handed a ticket along with 10 people behind me and one man in front who went to the other side to check out. By the time we got our tickets the line on each side ws 10 people long purchasing a variety of items.
The man across from me at the other counter arrived one person before me. One set was already sold and he purchased the second. I arrived at the counter at 5:30 am to be told that they were all gone?
I explained to the cashier that the paper said 7 sets available in each store. The manager informed me that the paper said approximately 7. I verified his statement that the paper said that and asked what does approximately 7 mean to you? 2 was not his answer just a shrug. Everyone behind me was upset of course. I walked out. I am not asking you for a thing, but I wanted you to know that in my book approximately 7 is not 2. I have never sent in a complaint about anything before and this will be my last, because it sickens me to have to even deal with such stupidity on Sears part. I will no longer shop at Sears and I will tell anyone who wants to listen to my story not to shop there as well. I thought the Government had backward systems, but I guess it is everywhere. Very dissappointed for the 30 years I put in so you can treat me like this when I return.

R/

Perry Suter
Lieutenant Commander Retired/USN

I called the Sears Holding Corporation Customer Relations at [protected] and tried to speak with the President of Sears Holding Corporation, Bruce Johnson, and was completely blown off. I was calling to complain about their Doorbuster sales ads for Black Friday, which require someone to camp out all night to receive the limited sales items. I was told by Sears customer service on Thanksgiving Day that if I called the store (Hanes Mall in Winston-Salem, NC) at 4:00 a.m. on Black Friday, I could order the sales item directly from the store with my credit card. However, when I finally got someone to answer my call at 4:11 a.m., I was rudely told that I could not order a Doorbuster item over the phone from the store, and that I had to be there in
person. I tried to explain that due to my medical condition, I could not camp out. I was then told there was no reason for me to go there b/c they were already sold out of the Doorbuster item and the person immediately hung up the phone on me. This is total discrimination against those who cannot physically wait in line outside at midnight and then race into the store to receive, at the most, 4 quantities of an item on sale.

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

Obviously, due to the fact that they have done little to remedy this situation and refuse to transfer my complaint to different person, to me this indicates they have little understanding or interest in the impact these practices have on those with disabilities. Please call them at [protected] and try to talk with Bruce Johnson directly b/c if you talk with someone else, your message will not reach Bruce Johnson. Something needs to be done to remedy this situation and make Sears aware of their discriminatory practices as well as other stores that practice similar policies.

In October of 2008, I called to refer to a Master Protection Agreement I had on a 37" TV and Sears rep said the warranty expired. I paid to have a technician to evaluate tv. Subsequently, I received a renewal notice from Sears informing me that the said TV was under Master Protection agreement through 10/31/2009. I then looked through my files and found the MPA.

I called to report the error and Customer Solutions (dept.) that handles the agreements acknowledged that Sears was in error, but would not honor the MPA because she said it had expired! Yes, I know that but when I called on 10/31/2008, I was told by Sears that the MPA had expired! Now, I paid $518.38 in 2006 for that agreement and I got screwed by Sears! All I got offered was a $100.00 gift certificate -- not even close to the MPA amount I paid -- not counting the $112.00 I paid to have the tecnician come to look at the TV in 2008 when it was indeed under warranty!

I have been a very good customer of Sears until now. I've bought all my kitchen appliances for a remodeled kitchen and at least 3 sets of washer/dryers over the years, plus several tvs and grills. But no more! I will never buy another Sears product or warranty again!

To Whom It May Concern:
My husband and I purchased a Kenmore Stove on 11/25/06 from Sears in Amarillo, Tx. We also purchased a 3 yr warranty. I have not had any problems with it until about a yr. ago. I had put in a brisket to bake at 300 degrees. There was a malfunction that occured and the broiler came on a literally seared the top of the brisket. It was ruined. I was upset, but I thought it was just a fluke. Then, about a month ago, I put mac and cheese in the oven to bake. I set the temp at 300 degrees. The broiler came on again and burnt the top of the mac and cheese. I tried everything I could think of, but the bottom heating element would not come on. I finally called the Sears repair number. This was about 3 weeks before my warranty was to expire. I waited for about a week for the repairman to show up, and every day, I would turn on the stove and all I could get was the broiler to come on. Finally, when the repairman showed up, he looked at the back of the stove, and unplugged and plugged it back in. It started working when he did that, so he said that he had fixed it. He told me that Sears policy is that if it is working when you get there, not to do anything to it. I argued and argued with him, to no avail. All he did was unplug it and plug it back in. I knew there was still something wrong with it. Then, low and behold, 5 days after my warranty expired, I could not get the burner to shut off, despite the fact that it was showing off. I am a really unhappy customer. I called the repair number again, and was ugly with them, which is not something I do often at all. They are sending someone out again to fix it, and if it doesnt get fixed this time, I will cancel our Sears cards and send the stove back to you guys. This is really a poor example of customer service. I want my stove repaired.

I purchased an Inglis Range from Sears in February of 2009. In March of 2009, the range's main panel broke and when I tried to return the product, the company wouldn't let me. They insisted on repairing it first stating that was their policy. Now, in November of 2009 the panel is broken again and they won't return the product stating it is now past the 90 day return policy. SEARS SCAMS their customers by stalling them long enough that their "return policy" takes affect and the customer is no longer allowed to return the product.

THEIR PRODUCTS SUCK

I am a hard worker. I earn my money, and I spend the discretionary income I have on carefully researched items that present themselves with the best value.

Enter Sears. I got married in July of this year. My grandfather-in-law sent us a nice $200 gift card to Sears. I thought that was great, considering that Sears has a long history of retail dominance in the US and has always seemed, to me at least, as a reputable dealer of quality merchandise.

My new bride and I decided a Playstation 3, with Blu-Ray capability, Wi-Fi, and advanced gameplay capabilities would be a great way to use our gift card, along with $100 of our own hard earned cash.

Sears, however, had other plans for me. In fact, on November 27th, Black Friday, while every other retailer had copious amounts of the product aforementioned in stock, Sears (in Salem, OR) did not. But, unabated by the singular location, I explored the internet. Sears.com - the wondrous platform that held the entire Sears, Roebuck, and Co. catalog showed the beautiful PS3 Slim in Portland. A mere 35 mile jaunt would produce instant gratification.

I decided that, in order to ensure I would capture my treasure without the fear of sell-out, I would order the product online and arrange for "Store Pick-Up"! What a great way to save time, guarantee my purchase would be in stock, and make sure I would be back in time to enjoy Assassin's Creed II before midnight!

Well, unfortunately, I did not know that Sears.com and Sears stores were 2, yes 2, separate entities. When I placed my order, I was assured I would be able to pick up my purchase "later today." The guide informed me that I would receive an email documenting my exact instructions on how to gather my bounty.

I did not receive my email within a couple of hours. Oh - how I thought "later today" would mean a few hours later, instead of "not likely today, but withing 24 hours of verifying your blood type and DNA, " but I digress.

I instead, being opportunistic and rather naive, decided that by the time I reached the store, I would indeed have received my conformation and be on my way with my PS3 in hand. This was not to be. As I reached the store, I was informed that there were verification issues with my debit card. I called the verification number, and a nice person, named Becca, verified that I was, indeed, who I was. She then assured me that in a matter o a few minutes, I would be able to claim the deliciously dubious and always out-of-reach treat for which my paycheck would be assigned to.

This was at 5pm.

Fast forward to 7pm. No word yet. System issues. Management can't determine the problem. In fact, local management, the one's running the store for which I had occupied for 2 hours in slim, recycled-soda-can, chairs, had informed me that there is nothing they can do. Sears.com is different from Sears retail, and that even though they had spoken to several people on the phone, could not take their word as gospel and even though I was charged for my purchase, would not, and could not release it to me.

I was instructed to come back in a hour.

Let's visit 8pm.

I return to the store after a few drinks at the local Red Robin - which were delicious - but irrelevent; my order, even though release from the prison in cyber-space by people at a call center that which may or may not actually be in the contiguous United States, or North America, or even the Western Hemisphere for that matter, the store could still not pull up my order from Sears.com, which again IS NOT SEARS. (I'm told)

8:30pm (4 hours into my hunt for the elusive PS3)

I am pissed now. I let the manager know that even though I understand that Sears.com and Sears are two, in fact, probably, 4 different entities tied together by a holding firm hidden on the moon away from society, there should be a human element that overrides onerous computer programs from preventing customer service, and indeed the cust0mer from receiving their in-fact paid-in-full purchases at said retail outlet.

Nope.

There is nothing they can do.

So here I am. 10:14pm. I have driven the 35 miles back in dead-lock post-Thanksgiving traffic to my home. I anticipate I will receive my confirmation email tomorrow. I will drive back to the Sears retail store, not Sears.com, which is an immaterial element that delivers angst, poor customer services, and despicable management training that does not allow someone to make a little note on a ledger somewhere:

"PS3 120GB Slim - Ser#: 2343221 - given to customer from Sears.com that was not functioning at
time of customer encounter. Management overrides confirmation after speaking with verification
hotline. Confirmation number available after systems restored and will be reflected in inventory at
that time"

Or something to that effect.

All in all, I feel that the management could have done something, but, gave me no option but to leave their store after 4 hours of travel, wait, and disappointment. I even tried to reason. Ship it to me, overnight, at no charge. Save me the gas.

No.

I was instead told, that I was the one in fact, who disobeyed the most remedial of instructions. Wait for the confirmation email.

Well. I guess, this may be all my fault. But, due to the complete lack of management ability to control their own stock, and help a lost customer, who even after spending what little hard earned cash he had in their retail, I will not ever spend any time, money, or fuel in my vehicle, shopping at Sears ever again.

I used to read the old Sears catalogs from 1913 that my great-grandparents had from the good-old-days. I guess, those values and qualities are no longer important.

Bottom line.

In and out.

Sears - you will no longer see me as a customer again.

Sincerely,
The customer who should have gone to Best Buy - who had 400 in stock for immediate purchase.