Sears
reviews and complaints

My grandparents had purchased the TV as a wedding gift. They purchased it a few weeks before the wedding and my grandfather had fallen ill and was in the hospital. They did not get a chance to check TV before my wedding. After the wedding and our honeymoon. My father in law and his brother passed away a week after our wedding which was unexpected. Because of planning a funeral, we did not get a chance to check the TV right after the wedding. About two weeks after the wedding we had purchased a TV stand and when we opened up the box to our TV low and behold the screen had been cracked. My grandmother had called and tried to have it replaced but because it was passed the 30 days they said the only thing they could do was send a repair technician to fix it at no cost to us. They pushed this appointment out for another week and 1/2 and I had to take off work so that they could come out to fix the TV. When they did finally come out they said that they could not replace it because it was not a manufacture defect (which sears knew from the beginning why they said they would replace it is beyond me) and that they were now charging me $116 dollars just for them to come out and tell me that. I explained that they said it would be at no cost to us and the technician refused to leave our house until we paid him. I had called the service departments customer service who refused to refund or help me. When I asked for the corporate number they told me there was no such number and that they only had an email. I had to do my own research to find that there was a number. I called Sears Holdings and after a long conversation and explaining that I did have an email saying that the service call would be at no cost they refunded me the $116 but told me that they could not put a authorized return from there that it was up to the store I bought it from. I then called the store from where it was purchased and they told me that they could not return it without an authorization number from corporate since it was over the 30 days. Corporate was basically giving me the run around. The store said they would look into it and call me back. Guess what no call back so I had to call them, they told me that Corporate was supposed to call me in 48 hours. I had never heard from them. I had to call them as well. So when I called and explained my situation for the 6th time, they told me that because it was over the 30 days there was nothing they could do to help us regardless of the situation that they never make exceptions. I even offered to show documentation and proof of everything that we had been through and the woman Kay from Corporate told me that they never make exceptions that they can't stray from their policies and that it doesn't matter my personal experience or the situation we had been through that it was just business and that they had to stick to their policies. I was mortified that a huge corporation like Sears couldn't make an exception and that it was just business they had to focus on. Then when I told her that it was just heartless and that I would pass the word on not to buy from them she said please don't do that we can offer you a 10% discount on a new TV. I was shocked are you serious! You actually have the nerve to offer me a 10% discount on a new TV, you actually think I would ever purchase anything else from a company that doesn't care about their customers. I think not! I had never asked for a refund, I had only asked for a replacement TV since it was cracked prior to us opening it and they refused to make it right. I have news for Sears Corporate, your customers are what make your business and if you cant provide good customer service then its no wonder your company is failing. To make this very sad story short. I would not recommend purchasing anything from Sears or Kmart because they do not care about their customers or the reputation anymore regardless what your situation is.

I Have purchased a Sears Protection Agreement for three years for $511
The first time I tried to call for a washing machine repair< I was told that the next available repairman can com in 29 days.
The best part is that their repairman left the machine in a dysfunctional condition to begin with.
What a rip-off.
I should wait a month for a repairman to come back to fix their own misdoing
Thanks Sears

I purchased a $400 diamond bracelet from sears olympia wa for mother's day 2016. One of the diamonds have fallen out and the clasp doesn't work anymore. Sears says because I did not buy a warranty and because it is past 30 days, they won't replace or refund. They will repair it at my cost. This is an expensive piece of jewelry!
I will never shop at sears again.

Bought a mulch kit for my riding mower, did not install it right away. When the Sears mower repair man came to my house to work on the mower I asked him to install the mulch kit. He told me that I was sold the wrong one. I tried to return it but they said it was over 30 days and they would not exchange it.

We bought a serta mattress from sears at town center mall. Very dissatisfied with the mattress . The top of the mattress come loose and a big hump is in the mattress, Contacted the warranty people they say it is not under warranty. Called Serta company they told me it wasn't there problem it was bought at sears and they should fix it . THE MATTRESS STARTED WRINKLEING UO AFTER 2 WEAKS . DONT BUY A MATTRESS FROM SEARS OR DONT BUY A SERTA MATTRESS. iF THIS GETS FIXED i WILL LET YOU KNOW STILL FIGHTING WITH SEARS BUT STILL GETTING THE RUN AROUND. wILL NEVER BUY ANOTHER SERTA OR WILL NEVER BUY ANOTHER MATTRESS FROM SEARS.

I had been looking for a new box spring and bed frame, as my Ikea wooden platform bed was falling apart. I researched like crazy to find the best deal. I am a single mom and live on a teacher's salary, so I always have to look for the best value I can find.

I looked at the Sears website and found a couple of items I felt would be a good choice. I used the chat feature to speak with a representative about the delivery process. I made it VERY clear that one of the main things I sought was a company who would disassemble my old bed and haul it away. The representative assured me that Sears would take care of that, so I placed the order.

I was charged $331 and some change for my items. A few days later, the deliverymen showed up. One of them was friendly. The other man seemed agitated and in a hurry. When they went to the room where the old bed was, one of the men told me that they don't disassemble beds.

When they left, I received a call from Sears asking how my delivery experience was. I relayed to the caller what had taken place and explained that I was dissatisfied with the service I received. She apologized and said there was NO reason the gentlemen shouldn't have been able to dismantle the bed. She put in for another service representative to come out a few days later to take care of the problem. I made a point of asking her if it was clear that this was a platform bed, not just a bed frame. I also asked if the men would have the tools with them to disassemble the bed. She assured me that they would and would be able to take the bed apart no problem. I felt relieved that the issue would finally be resolved.

I received a call today from the service worker and assumed it was to verify the appointment. Instead he asked me about the bed and then told me that he doesn't take apart beds. I then got a call from Sears about 10 minutes later telling me that no one can take apart the bed. I was told that I had to dismantle it before they could haul it away. I just got off of chat with Sears again to voice my concerns and was told that no - beds are not disassembled by Sears. This representative did at least offer to refund my card $25 for the haul away fee that I had received for free. He was the only person in this entire fiasco who has at least made an attempt to rectify this situation.

As I stated previously, I am a single woman. I am not Paul Bunyan, nor am I Bob Vila. If I had known Sears wasn't "able" to take my apart my old bed, I wouldn't have made my new purchase through them. I'm not sure why I was given false information on several occasions. I'm not sure why people who did not even appear to be Sears employees came into my home to be rude and leave a giant mess. I'm not sure why I am still staring at a queen-sized wooden platform bed propped up against the wall of my bedroom with the slats taken off and thrown to the side. I'm also not sure why, next to where the wooden bed slats lie on my floor, there is an electrical outlet cover that was knocked off the wall and never replaced.

I grew up shopping with my parents at Sears. My mother used to work for the company (ages ago). This is by NO means the Sears I remember. I am extremely regretful that after all my careful research in choosing a company where I felt good about spending my hard earned money, I made the mistake of choosing Sears. This has been an unending saga, and frankly I am exhausted from all the hoop-jumping.

I would like to share my online experience with Sears. Hopefully this will make someone think twice before shopping at Sears.

This order was placed on June 20th, 2016 - all of the items were for my husbands birthday which will be July 15th. So I was planning well in advance. Here's how it's going.

Item # 1 - 27 gallon air compressor - this item sits broken in our garage. It arrived at the Pittsfield, IL store, we picked it up and my husband followed the instructions to start it and the motor is seized in it.

Items #2 and #3 - Delivered (Socket Set and Pro Accessory Kit)

Item #4 - Item was CANCELLED - 11 Piece Accessory Kit with Storage Pouch. I received an email this item was cancelled and I would be refunded; however I HAVE NOT BEEN REFUNDED, and it has been 6 days since it was supposedly processed. The Customer Service Rep actually told me to call my bank to find the refund... Seriously - the purchase was made on a Debit Card, when a refund is processed it automatically goes back into my checking account. It is NOT there.

Item #5 - 1/2" Heavy Duty Impact Wrench - I was told it was in SHIPPED status. No one can tell me what day it shipped or provide a tracking #. That makes no sense to me at all. They are customer service, if they can see an item shipped, and see all the other things they told me, why can't they see a shipped date or tracking #?
When I pressed for it I was immediately told, "we'll refund you for the item". Seriously... I was just told it was shipped? Now I have an email from customer service confirming the item is cancelled and I will receive a refund.

Will this refund really come? The other one did not! I kept getting told they have to send an email to their Offline department and I'll get some response from them in 24-48 hours.

Are you kidding - this is the service you get when you call "Customer Service". I guess part of the problem is - I wasn't calling anyone in America because I sure struggled to understand a word the non-English speaking people I spoke to.

So my husband's birthday is next week. His Air Compressor sits broken in the garage, one item was cancelled with NO REFUND, and another item is also now being cancelled, and even if we do see a refund from this department I spoke with - they CAN'T refund the tax! Really! I paid the tax, I didn't get the item, who's keeping the tax? Does Sears keep tax for items they don't actually sell to someone?

All of the items I purchased were needed not just 2 of them. Sockets are no good without an Impact Wrench. Air tools are useless with a broken compressor...

I'm disgusted with Sears and the "Hometown" Service I've received. Once all of this is resolved, and I've already spent many hours on it - neither I nor my husband will ever come near a Sears or a Sears.com website. I know that's not very motivating for someone to help us with ALL of these issues, but my expectations are already very low because that's where you all have set your bar.

Great job Sears - thank you for ruining my husbands birthday I had planned from me to him.

Jane Klindworth

I originally purchased a 50" RCA flat panel television in 2013 from Sears. Every year since then, the television has required repair or replacement. Service requests dated 05/22/2014 and 05/14/2015 have resulted in a replacement television. I am now on my 3rd television unit and it too, has stopped working. Sears customer service routinely transfer responsibility to the manufacturer, RCA. RCA refers me back to Sears for repair/replacement. Most recently, my television (less than a year since last replacement) has malfunctioned. On 03/24/2016, a service technician indicated my television was no longer covered under warranty but indicated the HDMI ports were no longer functioning. I continued using the television with the component cable input. As of last week, the television has stopped powering on. The television does not respond to the remote control provided with the television or the buttons on the side of the television. At this point, the television is useless. I will not purchase ANY item from Sears nor will I purchase ANY RCA products from any other retailer.

The reputation of RCA is one of success although the quality of my television is poor, at best. The expectation from a company that has been in business as long as RCA is to provide quality products to consumers. I grew up in a household where RCA was a preferred brand. The workmanship of your products has steadily declined if your products requires continued repair and/or replacement. This issue is very frustrating and disappointing as a consumer.

Went into the sears outlet store to buy a washing machine with my grandmother . The sales rep was so rude and when we asked about delivery she said the cost would 175.00 to deliver 26 miles she said they only give free delivery if you live within city limits She had my granmother in tears . When we first got there she didnt even acknowledge we were there for 15 miniutes I will NEVER shop at sears again Shame on you . I have already cut up my sears card .

poor quality product, unable to return complaint

I purchased a portable ac unity online 4/23/16 of 14000btu. We had a different one prior only 10000 btu in that same room which worked fantastic in the past. The new unit turn on, air is somewhat cold, however it does NOT cool the room at all. Most of the time, It is till 80 degrees (read from a temp meter I keep in room) in that room. I had not been able to test this unit until it was hot outside for obvious reasons. The first time I complained was 5/30 and they told me to bring this back to the store. When we tried that the manager said he could not take it back. All we want is an exchange. So now I have a unit that does not work at all for us..spent alot of many and its basically trash. Can anyone help me?

I purchased the service on June 13, 2016 over the phone (with quite some difficulty due to language problems of your rep), and my credit card was charged that day. To this day I do not have executed agreement, and my emails to you remain unanswered. The initial email confirmation was addressed to OH Legg, yet sent to my email. In recent email from Dollie Dantz(?) she offered contact website that does not exist (see below). Is confusion the specialty of the business you conduct? Please advise me that this is a legitimate deal IMMEDIATELY.
confirmation # 929 527 04
lar

[protected]@aol.com

(below is today's email from Dollie:)

Dear Valued Customer,

Attached is an sample welcome booklet, which highlights some of the outstanding features and benefits of your Sears Whole Home Warranty coverage. In 7 to 10 business days you will receive a complete welcome booklet which will include your warranty number and a more detailed description of the terms and conditions.

Please do not respond to this email; send inquiries to www.membershipservices@cchs.com

Thank You,

Membership Services

This E-mail is covered by the Electronic Communications Privacy Act, 18 U.S.C. §§ [protected] and is legally privileged. The content of this e-mail and any attachments is confidential information and is intended only for the use of the individual or entity named above. If the reader of this message is not the intended recipient, you are hereby notified that any dissemination, distribution or copying of this communication is strictly prohibited.

I have a complaint and I have tried everything with no results.
On June 3rd I had a Sears repair man come to my home to fix my television. He tried to fix, but advised me that he had to order 3 parts to fix it. It put in the order which will ship to me and once I receive all the parts the repair man can come out. He sent my next appointment for the 14th with the hope I would have all 3 parts. Well, I did receive 2 parts but not the 3rd part. I called customer service and they were not at all helpful as to when I would get the 3rd part, nor did they any information as to when and/or if it is being shipped, so once again I had cancel the last appointment and reschedule again to the 20th.
Low and behold, I still did not receive the part. Again calling customer service and they were of no help at all and I had to reschedule again for the 27th.
Three days ago, there was a customer service associate that did have the brains to refer me to the parts department. I spoke with a gentleman named Tom and he did find out that they could not obtain a new part so had to get a refurbished part. I have to say that Tom did go above and beyond to give me the help I needed. He spent a lot of time on the phone with me and put me on hold to get to a supervisor. I was connected to a Gwen who apologized I went through so much. She advised me that she will get the information and call me. She gave me a phone # to call if the part doesn't come before the 27th.
As of today, I called the number she gave me [protected]) I called this number and the customer service associate named Connie answered. I did let her know that I was upset, angry and disappointed. She just kept telling me I don't have the right number but I informed her of the conversations I had with Tom and Gwen, but she just kept I needed to call the customer service at [protected]. I did tell her of my anger but she told me I didn't need to talk to her like that. (I did not use any bad words) just kept trying to get her to get me some help... She cut me off and just transferred me somewhere else without letting me know she was doing that. She was extremely rude. Well, I had to cancel my 27th appointment.
This has been going on now for nearly a month and I still have no answers from anyone if I will get the part or not. I do not know what more I can do and very upset

Please Help
Sherrill Harrington
3225 E Baseline Rd apt 1072
Gilbert, Az 85234
[protected] or cell [protected]

Received a call June 17th at 12:16pm confirming our address and the merchandise to be delivered on Saturday June 18th. They indicated they will call with the 2 hour delivery window. Received the call that evening with a scheduled delivery from 4:15 - 6:15. An additional confirmation via email.

My wife eventually called them on Saturday at 5pm since they haven't called or showed up. She thought there might have been a problem with our address since it indicated South instead of East. When she called customer service they told her they left a message stating the merchandise was not on the truck. I never received a call and my wife never received a call. Apparently they sold us merchandise that wasn't even in stock even though I received a call a day before verifying the merchandise to be delivered ?!? Is the warehouse just going through formalities and not checking the actual merchandise against the salescheck? Sears is very thorough in leaving messages and emails when they are to deliver your merchandise. However when unable to deliver, they don't contact you via phone call or email. We have 2 twin number beds which we took off the sheets and prep it to be disposed of by Sears delivery. How bout letting us know in advance that the merchandise is not in Colorado so we don't have to wait around on a Saturday and take apart our beds. How bout showing some professionalism like the salesman who sold us the beds at Sears Southglenn. He delivered, unfortunately the Sears delivery took a day off.

To whom might help,
I ordered two pair of women
Pajamas. I received the p.j.but
The way I got them, and had to give
My wife for our anniversary, it was a disgrace.
The two were put into a dirty plastic bag.
It was rolled up 4 pieces, looked like I bought
It from a flea market. First time I tried ordering on
Line from sears., And looks like my last.
Tried calling to complain, and was on hold 11 minutes, I finally hung up.
Well I think you know how I fell.
Ok I like a response if possible, knowing you rec this.
   [protected]@gmail.com
  Michael Ragonese

Freezer broke on Saturday 06/ 11 Service could not be provided until Thursday 06/16. When Repair Came they did not have the part they needed. A compressor. I thought t strange that on a call for a freezer not cooling they would not have a compressor available. The part was order and someone stay home to receive it Friday 06/17. The part arrived and Sears scheduled for Saturday 06/18. Got a call Saturday at 07:30 AM cancelling the repair told me they could do it Thursday 06/23. No reasonable explanation for why something was scheduled and not honored, and why was it had to be another 5 days. Called everyone at Sear I could find. Evidently anyone in a potion of responsibility such as a supervisor hide and those answering the phone blocks you. The best I could do was a advocate that again had no explanation but got a schedule for Wednesday 06/22 Repeatedly I heard I was a valued customer which they prove by action they did not believe. The best was one was a phone call where a recording said the office is closed but your call is important, please try again. Evidently Sear has not caught up with the technology of voicemail . 50 years shopping at Sears. Never again

Sent to [protected]@searshc.com 4X. Not so much as a response:----

RESEND: 3rd time...
I have been a Sears customer for, like, forever. I buy my appliances from you and have had a Master Protection Plan on all of them since, about, the 1960's. Currently, it seems impossible to get my dishwasher fixed because no one comes and/or it takes weeks to get an appt. to come here or, when the serviceman comes, "they" no longer carry parts and everything then has to be ordered and sent to you, then another service call is scheduled. What happened to the Sears I always knew and loved?

I have had and have been paying for a contract on THIS dishwasher since 2004. This was a replacement, which was installed BY Sears, for my previous Sears dishwasher, also installed by Sears. I looked to schedule a repair in this online in mid-January. They listed an availability for Jan. Tues, the 19th. When I entered that I have a protection plan, the date advanced far beyond that date. So, I called for a repair appt. and was given the "soonest" date as the 22nd. I guess having a contract for repair services is a deficit with you, in some ways, like getting a reasonably scheduled date.

The man, Tom, came and "diagnosed the problem". My complaint is that the water was not filling into the dishwasher but, instead, down into the ceiling of my basement and onto the floor. The serviceman said Sears no longer comes with the presumed parts needed for the problem as I described it to the call center, they have to order all parts and come back. He also didn't know if, once he came, he would find additional problems when this one was fixed because he couldn't "test" the dishwasher, since it was currently broken. I had to wait until Feb. 2nd, about 3weeks from the time I first called, to have him return. When he came back on Feb. 2nd, with the ordered parts sitting on my counter, he was doing "whatever" with the dishwasher (I was in another room) and, after about 1/2 hr., he said he can't figure out how to connect the new parts to the connecting, existing water lines that they were connected to before. Told us to get a plumber! Outrageous! We reiterated that Sears was the initial installer, we'd been paying for the contract on this dish washer since 2004 and NO ONE but Sears has ever done anything to the lines or dishwasher. He then said he'd have someone else come to take care of it. He did whatever in his truck to schedule this and came back in to tell us someone would be here the next day, 2/3 to take care of it between 10-2PM. WE WAITED, I suddenly got an email while waiting and expecting service to arrive any minute, telling me it was changed to NEXT week. Not acceptable!

I called the 800 #, explained and was told I'm a loyal customer and so, while she couldn't guarantee someone could/would come as promised that day, someone would ABSOLUTELY come TODAY, 2/4, between 2-4. Got a confirmation, as usual, which means nothing apparently. Update today said between 11:15-1:30...then update of 2-4...then updated to 3-4. This was around 2PM. I called the 800 #, s/w someone who put me on hold so she could call the "call center". She came back on the phone and promised the call center noted or contacted someone or whatever (I could barely hear her or understand her) and that, without fail, a man would be here between 2-3PM. Newest email now says 3:30-4:45.

OK...because we were away from our home for some time, we called again in May. Suffering all this time and paying for the contract all this time. I stupidly thought that the repairmen sent, who were not really SEARS repairmen, were not maybe qualified. When I called again for a service call, not having had the advantage of my dishwasher since January, when I renewed my contract, I asked if a "Sears" repair man couldn't come to fix this. I was told yes. A usual repair man on 5/12 OR a SEARS repair man on 5/13. OF COURSE, I chose the Sears guy, which is what was usual always, in the past.

The man who came (don't know his name but it was 5/13) was "unusual". When he called to say he was on his way, my husband answered the phone, "He" said ... Gosh, I almost got killed. My husband asked, "Who is this?" He said, "Sears ... a girl almost T-Boned me" or something similar. OK? Well, then he got here. Pulled out the dishwasher and, although he knew the problem was that it leaked and flooded the basement, he turned it on to "see the water flow"! It flooded the floor under the dishwasher when he said, "Oh, there it is".

Then he said he needed to disconnect the water line going into the dishwasher so he could pull the dishwasher out. He tried and tried and tried and said he couldn't do it My husband, a contractor, kept telling him he was turning coupling/nut the wrong way. He insisted he wasn't. Then made us sign a thing saying Sears is not responsible for any damage done during the repair of my applicance? That in itself is ridiculous. He then called his "mentor" to say that he couldn't disconnect the water pipe. I heard him comment that, Yes, I had them sign the waiver of liability. Then he said OK, I'll try again, and hung up. As I said, my husband is a contractor. I can't imagine him having a customer sign a "waive of liability" thing. Really? So, if your guys totally screw up and break everything because they're inept, you are not liable?

So, then, , this guy started to complain that he has been here too long and that "they" will wonder why he hasn't taken lunch yet? Nothing was done or looked into. He just felt he'd been here enough time and started taking his stuff out of our house, to his truck. Said we need a plumber. So, my husband, during this time, did what he couldn't. He disconnected the pipe, in the way he kept telling the repair guy to do it, and it was good.

So, that repair man HAD to then follow thru, totally pissed that it was lunch time! He did this and that, I don't know what ... flooded the floor under the dishwasher and also flooded the floor under the sink. We now have to replace the floor under both. He constantly called whom he called his "mentor" on and off, 2 or 3 times with questions, like should he have us sign a waiver for damages. Then, when he declared there were parts to be replaced as well as the water pump...he called his "mentor" and said to him, (I heard it), Yes, I finally disconnected the water pipe (which, in fact he did not do, my husband did) and then he said, no use throwing good money after bad...it's a front dial dishwasher...they've had it since 2004 (BUT, I say, we've also had a repair contract on it since 12 years, 2004) so? I think it was a mouse that ate the stuff. Mentor asked, Are there any droppings or anything. He said, "No! No droppings or anything, that's what's weird" ...AND there were none or are any! S0, next thing I heard was from the enept repair guy, "OK, so I won't order the parts?" Then he turned to us and said, "You seem like nice people but, you're not going to be covered under your contract even though you've paid for this dishwasher for 12 years. Sorry" Then he suggested he leave our dishwasher in the middle of my kitchen "since you're going to have to buy a new one anyway". We said no to that. It was in the MIDDLE of my kitchen floor. Then he suggested that it might be best if we just buy a 2nd hand dishwasher someplace.

Huh? I've paid on this for 12 years, more than the cost of a new dishwasher. That you now have stupid servicemen who don't know how to fix a dishwasher, should not be our fault. How can you say "mouse" if even the service man says no droppings or "evidence" of a mouse?

In any case, "Sears", we have paid on this contract for 12 years. Really?!? You will not do anything? My contract renewal started in January of this year. If you won't fix it/replace it, give me my money back for these 6 months. I am a loyal Sears customer...since the 60's. Do you not consider that? If you don't want to order the parts for my 12 year old dishwasher because the serviceman said, "No sense throwing good money after bad", which we heard him say, openly, then approve a replacement. And, how about my husband had to do the plumbing to disconnect cause your guy couldn't? And, how about a prior serviceman chipped the Formica on the edge of our counter top and I didn't make a stink about it, although he was aware that he did it and apologized.

AND. this last guy, knowing there was leaking in the dishwasher, severe leaking, turned it on till it poured water under the dishwasher, into the kitchen. And, don't know for sure what he did, but he did something that flooded our under sink area where we have to replace the flooring there, and under the dishwasher. His comment when he saw the water flowing out from under the dishwasher was, "Ah, OK! There it is!" Then he yelled to me, asking if I had a bunch of towels that I don't especially like that I could quickly bring to him!

On 6/19/2010 I purchased a Kenmore Gas Grill Model No. 415.[protected]. The firebox tray is badly rusted and starting to crumble. This shouldn't have happened, and more importantly it is a safety hazard! I've never had the firebox tray in a gas grill rust before.

I read an article online about this very issue and called the Sears phone number indicated in the article [protected]). They told me I would be charged for the service call plus the cost of the replacement parts, which incidentally is significantly more than I would pay to purchase a new firebox myself. This is unacceptable since Larry Costello at Sears indicated in the article that the replacement of the firebox tray kit and installation would be at no charge to the customer. I then chatted online with Zack Wright, a Sears rep, who told me to call the Recall Department at [protected]. I called the Recall Department and spoke with Heather, who told me to call [protected]. I'm not in the mood to continue playing their game, so I'm posting here instead.

Here is the link to the article: http://www.wptv.com/money/consumer/firebox-in-sears-kenmore-grills-disintegrating-rusting-sears-making-changes-after-cw-story.

The following is a quote from Larry Costello at Sears that was included in the article. "We are aware that a limited number of Kenmore grills have firebox trays that are rusting prematurely. Most importantly, we are taking care of these customers at no cost. Customers who are experiencing this issue with their Kenmore grill should call 1-800-4-MYHOME / [protected] to request a complete firebox tray replacement. Both the firebox tray kit and installation will be provided at no charge to the customer. In addition, to address this issue, the Kenmore brand is improving the materials that comprise the firebox tray - so it will be manufactured from aluminized steel (rather than galvanized steel) for longer life."
--Larry Costello for Sears

Apparently, the information about how to resolve the issue hasn't been passed on to the appropriate people at Sears Customer Service, or they are simply following their typical course of action, which is do nothing other than make another customer unhappy.

On May 16th, I bought a dress for my daughter online. The order was through Sears, unbeknown to me through a 3rd party company Unique Apparel. The order confirmation was through Sears. I received the dress and the first sign of something wasn't quite right was the fact that there was no packing slip with the order and neither did the dress have any tags! Unfortunately, the dress was too big for my daughter. I went to a Sears store in Nashua to return it. I showed the lady the email confirmation and explained that there was no order details when the order arrived. The lady told me that since it was fulfilled through Unique Apparel, I'd have to contact them online. What a disappointment! I went ahead and emailed the company and didn't hear from them. I called Sears and was told to mail the dress to a California address. I did and again since no one was contacting me, I called them again. They confirmed receiving the dress and I was transferred apparently to Unique Apparel representative. The arrogant owner stated that there was a 20% restocking fee. The original price of the dress was $68 and he said the refund would be for $48!. I explained that the so called policy was not listed anywhere but he declined to honor this. He went ahead to process the refund for $48. I do not care about a company that doesn't give a damn about customer satisfaction or repeat business. My point is, if I buy a product through Sears, and the confirmation and all shows Sears, my expectation or any other logical person's expectation is that I should be able to return the item to a Sears store, period.! The whole experience was very disappointing from what I thought was a reputable company. Shame on you Sears!. Needless to say I am cautious going forward, buying anything through them. In these times, a company may forget that there are many other options out there and if you show your customers that you do not care for their satisfaction, you forget there are other companies that will jump at the opportunity.

Purchased item on 05/25/2016 item was labeled floor model Returned Tested
I wanted to know why not one sale person could respond or answer.Today had to make a cal to let Sears Outlet know this refrigerator was not getting cold. Michael store Manager gave me no to Home repair, service person arrived with in the hour.Refrigerator tested Freon not circulating problem.
Return to Sears to see Sal another Manager told him about food I had lost and I was given the option to purchase something else and pay the difference.
I chose to have my money returned. This is one of the most rudest person I have ever met from day one when I made my purchase. On this day 6/15/2016 I learned Returned and tested when masked means Used and problem. Had I known it was used I would have never made that purchase. I never spend money on used appliances because you can never know their end date.
Sears Outlet is deceiving consumers if it is used then mark it used. Their sale person can never tell the consumer what they are buying because they themselves are unaware.At this point I have no refrigerator and have lost half the food purchase from Costco and other markets last week. Sal reminded me that because I did not purchase a warranty I was not entitled to my food lost. And I must add they only had 4 refrigerator to choose from and wouldn't you know it Kenmore Elites and the prices was higher than mines. No thank you I have had enough being a 90210 Banker for 30 years and starting a business in Alas Vegas after retiring from banking.
If I am wasting my money on food at the expense of Sears defective product sold under the pretense of problem free, or originally priced and marked down to some slashing price to show consumers that they are saving money on appliances that no other competitors can offer is a joke.
I should have traveled to Louisiana to a funeral of my cousin who was like an aunt to me . I have lost food and have to be inconvenient by Sears to pick up their defective merchandise of 15 days. And I will be refunded only after they have secured their returned BROKEN NON WORKING
merchandise. Sears can sell me nothing at this point. I will make sure my friends and associates get a complete story of my experience with your company. As a banker bad news travel fast, and tell LG back to the drawing board with Kenmore Elite something is not functioning properly.

I purchased an LG fridgerator bin 2013
Have several issue with ice not working water not working or to slow
Got several repair guy who really didn't know just told me they would adjust water flow Then woke up to my bottom freezer of solid ice block on the bottom no real explanation on why
Then still had water and ice issues
Then it stopped working lost everything just went shopping over 1000.00 dollars at bjs they only offered me 250.00 been with out a fridge have 7 people in my home husband mixed 4 days of work have to buy meals out everyday they changed the ice compartment and fan died again then they said it was the temperature part and then ordered a computer box wish they call the mother board came again installed it and then it still didn't work so the repair man said must be COMPRESSER put that in never waited to see if it work call for repair man again he came out and said that the gave us an refurbished part that didn't work so now they want me to wait a week for a new part ?if it's new so that means 3 weeks without a fridge that cost 6grand and 5 hundred for insurance they told me three repairs and they would replace it now there saying 4 major I believe I hit 4 a long time ago so the manager from customer service offered me to rent a fridge from them oh but it's a month rental then informs me he feels bad but all these service calls and parts are only considered 1 repair so who replace my food loss the 80.00 dollars a day to feed people buying ice to keep milk juice and my husband medicine cold as he sick and there putting a lost of stress on him then tells me if this part don't work it will only be counted as three can you believe this I don't even want any of my products from sears anymore there has to be someone who can help with a replacement as its cause financial difficulty this month and the stress has been over whelming