Sears
reviews and complaints

This is not the first time I have gotten HORRENDOUS "service" from Sears; you would think that I would have not returned to do business with them but alas, I did not learn my lesson-NOW I HAVE.
I went to sears after doing exstensive research on treadmills, the selection came down to Costco, which had one online, for a great price and all of the features I wanted, although would take 2-3 weeks to deliver. So then went to sears to see the in-store selection, as online there were quite a few. Once in the store, the associate, which I had to have someone in Refridgerators find so they could help me, tried to play on the status "top of the line", to which I remarked that I know what my price point is and the features I want so "top of the line" is not really my first consideration, price, warranty and features are. So he hung back and let me look, I narrowed ny choice to 2 treadmills, bot the same price, the sales person said that one had a rebate, I asked what the rebate was he did not know so went to check he came back and said "10%" I agreed to buy it, he rang it up I cut him a check which he ran electronically, and gave the check back along with the receipt of purchase. As I went to my car I noticed there was no rebate receipt or rebate form, so I called and was told that the rebate was only if you used a sears card-Why not tell me that in the beginning!?
I then went back, and spoke to the associate ad the manager, telling them that I wanted the rebate and to retain the sale I would like to put it on the sears card. I was told by the sales person adn the manager that the baset way was to "CANCEL the sale, which would result in the transaction not even going through, because if we did a return, since I never picked it up, it was still be processed." I canceled the transaction-a check transaction for $649.49, was reassured by the manager adn the sales associate that the transaction was canceled and would not go through, wrote another paid the $649.49 payment to my sears card, whcih was also processed electronically AND the CHECK handed back to me along with the receipt. I am looking at the receipt and see that there is actually only a 5% rebate and the sales person choose "delayed payments" which made me not elegible for the rebate, I asked him about this, he said that I told him that is what I wanted ! After we went through all of this to get a 10% REBATE! This was exhausting! Regardless, I was tired of dealing with this guy and his manager so decided to leave it and I picked up the treadmills and went home.
On Thanksgiving Day, I logged on to check my account and see that not only is most of my savings gone, but I also have numerous "OVERDRAFT" fees because to my surprise sear PROCESSED BOTH CHECKS AND DID NOT ISSUE A CREDIT!
I let this bother me all day, as I now have NO MONEYan overdrawn account and a reminder sitting in my den to remind me how much I dispise sears and how cheated I feel and how dishonest this "sales person" and the manger were-There was nothing I could do as everyone was closed.
The next mornign I called sears it took 12 phone calls, which were met by ringing, then transferred to a busy signal, being transferred 3 times only to get a RUDE woman who had NO IDEA what she was talking about as she was presistant in her confidence that my bank in fact made the "mistake "because we gave you the check back and you have the transaction number" I explained that I have both checks, as they were run electronically, and that both checks cleared, and there is not a credit for the first check, I was put on hold for about 30 minutes and when she came back she said the same thing and that my bank was to blame, AGAIN, I told her that sears infact did not process the credit, I asked to speak to a store manager adn was denied "Because he is on the sales floor and is very busy"! she asked for my number which I refused, as this was as much rediculousness as I wasnted this day-I called my bank, spoke to someone who actually understood the process of electronic checks, sales cancellations and saw that in fact there was not a refund or credit issued based on any transaction numbers that sears had given me.
I just want people to be aware of the deceptive practices and to really beware of these sales people who work for them, this is not the first time I have delat with dishonest and deceptive sales people who were too lazy, incompetent, or just plain dishonest, to do the right thing. It is so frustrating to have to go through this not to mention the financial strain it caused, my bank Firstlight Federal Credit Union was great in all of this- although Thanksgiving was ruined for me, I am frustrated, m angry and would love to just take this thing back, if it was not so big and heavy I would throw in a truck and get it right back and get every penny back.
The first experience I had was with a $600 LG BluRay player which broke 31 days after I purchased it, I would not open so I had to pay for a rental BluRay disc because they refused to try to get it out of the player. I had to fight with a VERY RUDE sales person to even get an exchange and had to wait a week to get it ordered!

Hi have an electric Kenmore Range model #[protected] which overheated and almost started a fire. I was making Thanksgiving dinner when I smelled something burning. I opened the oven which had been set at 350 degrees only to discover the top broiler element glowing red, and my pies charred and smoking. I quickly removed the pies and turned off the oven. I waited a few minutes and turned it back onto bake. An error code flashed for a brief second, and the broiler element went back on. We had to unplug the oven to keep the element from turning on. Even with all the settings on off, the broiler element glows. We called Sears, and they said we had to wait for a week for a service call, and pay $129 just for the person to show up. Then pay for a part and labor to put it in. The range is less than 6 years old and was on sale for $950 when it was purchased. This is obscene. I should keep an appliance in my home that has no fail safe shut off? I called my local Sears and they said there "was no recall, and I have to go through the service department no matter what" When I pointed out the fire hazard the sales manager said "You have to go through service."

Sears Service Saga
(A Case Study)
November 24, 2009

It all started when the sensor lights on my $250, two-year old Sears Progressive vacuum cleaner would not go out and the front light bulb began to flicker. I consulted my manual and checked for clogs and changed out all the filters. No luck. My vacuum had been used fewer than once per week in very light duty. No pet hair to contend with, a small carpeted area to clean and never suffering any clogs that might cause harm.

After research I found that the closest Sears store that would take repair items was located in Fairfield, CA where I purchased the vacuum. I reside in Napa, CA, 22.5 miles away. On a Thursday evening I dropped the vacuum off for repair. The representative told me that there was only one pickup for vacuum repairs (on Thursdays) and I had missed the truck so I would need to wait two weeks for the vacuum to leave the store.

On the third week I received an automated call indicating that my vacuum problem had been diagnosed and a number to call to learn the results. I called the number and after going through two menu items, was connected to a repair representative who informed me that the motor on the vacuum was defective and would have to be replaced for a repair charge of approximately, $112.00. I was shocked – first that a motor would go out on a vacuum with such light duty in such a short time and secondly, a repair bill that was almost half the cost of a new vacuum. I told the rep that I thought that failure was not reasonable and that under the circumstances, some adjustment seemed in order. This lady then said that she could not help me but that she would contact the technician who had diagnosed the problem and see what he said. Two days later a technician called me to say that the motor was going bad. (Note: I didn’t question the diagnosis, I just wanted to talk to someone who might consider an adjustment under the circumstances.) I then repeated my desire to have my case considered and he said that there was no way they could do that at this service location and that I would have to speak to a store manager at the Fairfield store. He then said that in the meantime I would need to decline to have the repair made and the unit would be returned to the store. I agreed and declined the repair.

One week later I received an automated call that my repaired item was ready for pickup. I then drove to the store and after explaining my situation to a representative in the customer pickup area and asked to speak to a store manager. A manager eventually came and I explained my situation and asked if there was any way that I might get an adjustment given the circumstances (the vacuum looks almost new so it is easy to see it has not had much use). He agreed that a motor should not go out so soon and maybe it was a defect from the factory or other problem but then he said that they were not permitted to make any adjustments at the store level. He would give me a number to call and said that this person would make a decision very quickly, probably while I was on the phone. (Was he ever wrong!) I went to my car and called the number on my cell. I reached a menu list with no choices that clearly corresponded to my situation. I chose a service repair option and was placed on hold. After some time a representative answered and I told him my story. At first he could not find my record after I gave him my telephone number. In time, he did find the record but had some difficulty understanding my issue. Eventually I did make him understand and he went off line for a while to consult with someone. When he returned he could not help me with this but he would give me another number that would work for me. The next number: another menu again with no clear choice and no guidelines offered of which to choose. I made a choice and told my story to another rep. Again I was told that they could not help me and they gave me still another number to call.

I dialed the next number and was again confronted with a menu and forced to play a guessing game of which choice to make. I chose one and “Chuck” answered. It turned out that Chuck was a “.com” representative. Once again I went through my story and once again heard “I can’t help you.” But this time he went on to say I’m going to give you a direct number into customer relations and they should be able to help you. (Bless you Chuck for a direct number!) This number I dialed and this representative listened to my story and once again told me that he could not help me but said he would connect me with (I think he said a “jobber”.) who he said could assist me. I asked him if he could give me a direct number in case we got disconnected and he said no, he had to dial an extension. And now Yolanda came on the line, a very pleasant lady (all the people had been polite). Once again I tell her my story and doggone if she doesn’t say, “I bought a vacuum cleaner many years ago for $80 and it is still going strong!” In her next breath, she says, I can’t help you. You will have to contact the service people! Now I have completed the circle! I then related the saga of my telephone experience and then she said, “Hold on, I’m going to check something and it may be a long time. Don’t hang up.” “OK, I said and then there was silence. When she at last came back on the line 35 minutes have elapsed since my last call. She said that Sears would issue me a $50 gift certificate that will be mailed to me. She went on to say that she must build a case and put me on hold again. (I can now hear typing in the background.) She came back on the line and said she was almost finished. A moment later I was disconnected from the call! When I try to redial I’m connected to another menu so in frustration I gave up and drove home. Forty-six minutes elapsed on this last call! Now Sears did something right – when I got home there was a call from Yolanda saying we were disconnected and that the gift certificate would be mailed.

The next day I attempted to call the store to ask them to return the vacuum for repair. Unfortunately, I could not get connected to a human being at the store and menu choices shunted me over to the central technical services people who informed me I must return to the store. I again returned to the store trying to explain to the nice lady that they have my vacuum cleaner that I wish to have returned to the service center for repair. She eventually understood my request after first thinking that the vacuum had already been repaired. She consulted with someone in the back room and then said that she must write a new repair order at which point I ask her if that means that they will re-diagnose the problem and charge me another diagnostic fee? She is not sure – and she confirms to me that the repair bill is $112. I asked her if that included a diagnostic fee and she replied that she assumed it did, but she would check. After some time, a gentleman appears who informs me that a $29.95 diagnostic fee is not included in the $112 charge (now that $50 gift certificate really looks small.). He points out that the repair order I signed allows for such a fee (and I didn’t dispute this) but he would waive the charge this time. He says the charge may still appear on the final bill but I will not be charged. (Not sure how that bit of magic will occur, if it does.) Then I tell him what I went through on the telephone with Sears. He is sympathetic and even says that, as employees, they have the same problems going through multiple menus and getting to correct numbers in the Sears network. At this point I told him that I would write a case study of my experience and he offered the hope that maybe such a letter would lead to some changes. Interesting…. After another wait, another representative came out to tag the vacuum cleaner and presented me with another work order to sign. I asked him if the unit would go out for repair today (it is a Thursday morning) and he thought it probably will.

Four days passed and it is now Tuesday, November 17, 2009. I received two automated messages today saying that my repair item was ready to be picked up. At last I will have my repaired vacuum cleaner – this is good turnaround, I’m thinking. Once again I make the trip to Fairfield, now a total of 67 miles on the car. The Sears rep goes into the back room to look for my vacuum but he cannot find it. He asked me to describe it and I tell him it is a grey Progressive that looks almost new. He returns, telling me the only vacuum he sees is one to be sent out for repair. He goes back out and returns again. It is my vacuum that has not yet been sent out! Someone apparently failed to update the automated telephone database that thinks I’ve never picked up my vacuum or they saw mine sitting in the store and thought it had already been repaired! Ugh! Now I have no way of knowing which “it’s ready for pickup” message in the future is for real. The rep assures me that he will call and get the problem corrected. Two hours have now passed since I returned home. I suspect that he is still on the phone lost in a morass of menus and I don’t have much hope.

November 20th, received call from service center rep who told me the motor was going out and they would repair it and waive the labor charge. The repair cost would be $60.

November 24th, received automated call indicating my repair item is ready for pickup. Will today, my fourth round trip from Napa be my final one?
I arrived at the store at 1:30 p.m. and after searching for a while, the Sears rep came out and told me that my vacuum was on a truck that would arrive late this afternoon. This is after receiving two automated calls indicating the repaired item was ready for pickup!

It’s now November 25th and once more I have traveled to the store to pick up the vacuum (the 5th round trip). When I return home with the vacuum and unwrap it, I discover much to my dismay that the telescoping wand and crevice tools are missing! I give up dealing with Sears at this point.

For over 50 years I was a Sears’ customer. I recall as a young man looking forward to the arrival of the Sears Roebuck and Montgomery Ward mail order catalogs. I’ve always felt that Sears stood behind its products. My purchases have provided enough in profits to Sears to pay for many, many vacuum cleaners. Over these years it became impossible to pick up a phone and speak to your local Sears representative about a problem.

The customer service challenge of a large company is to “act small”. That is, to treat the customer as if they were in the small store in their home town. In this case, the personalized service would have been for the first Fairfield store manager to take the time to connect me by phone with the person I needed to talk to, rather than passing on a telephone number that was problematic. What a different outcome could have been possible!

I was in to get 4 new tires for my truck and the service/ sales people working there were to buzy selling a lady 1 new tire instead of repairng it . It took 3 sales service people to convince this lady to buy a tire so when I requested help and they told me we will be right with you I said I will take my business elsewhere since selling 1 tire is more important than selling 4. the sales/service people just stood there looking at each other. smart business .

I recently had sears home comfort upgrade my furnace, water tank and A/C. The A/C unit was a display model open box thereby reducing the cost about $400 dollars which was supposed to have been used to improve the duct work in my basement. The contractors said they didn't do it because they found sufficient duct work once they opened the ceiling.
So the question now is ...Where is my $400 ?
The salesman hasn't returned my calls though I've given him ample opportunity.

Sears harrassment unwarrented, to an 87 yr old widow.

My mother has had a sears card with sears since they moved to Canada so 50yrs ago, she has always supported sears and has paid her bill always before or on time. She recently moved as her husband passed aways, so the bill got sent to the old address.
So instead of Sears credit calling and gently reminding her that her bill of $104. was over due they found it necessary to call her for times in one day, speaking loudly and quickly to her say that she had to come in immediately, stress that they would have to forward her account to a collections agency. How rude! Do you think Sears could possibly take the time to see who they were talking to maybe take a minute and do some back ground work to check credit or age of the person they are dealing with.

My mother and our family will no longer support sears, hope it was worth the $104. for sears!

Sears’s horrible customer service personnel

I purchased an LT clothes dryer and washer from Sears. Both have broken down on several occasions within a year. I have had many and lengthy dealings with the awful people who man the phones and are supposed to provide the services of “professionally trained Technicians” for Sears’s customers.

These people do every thing possible to make the whole experience catastrophic. (I must be clear …. WHEN the professionally trained Technicians eventually arrive they are superb).

Wherever the people who answer the phones are located and whether they are a sourced out system for Sears, they do the company and the customer great harm.

The people managing the phones are rude and do everything possible to make an already distressing situation horrible. As mentioned in a previous complaint on this site
I was told to “hang my clothes out on a clothes line.”

Before you are tempted to buy appliances from Sears or to suffer the disadvantages of their rude phone personnel, please think it over and talk to others, and then go somewhere else where service and the customer matter.

On October 30, 2009 I purchased a Nodic Track T5 Treadmill (24955) from Sears. The Sears associate explained to me that if I had any problems a part would be replaced or the whole treadmill would be replaced if necessary. I had my delivery of the treadmill on November 6, 2009. Upon setting up the treadmill the delivery technician found a broken cross bar. He called Sears from my home and had Sears order the new part. Two days later, 11-8-09, Sears called me and said I needed to order the part myself. So on November 9, 2009 I called in and ordered the cross bar. I was told that I would recieve the part in a week. On November 18, 2009, I still had not recieved the part so I called Nordic Track and was told the part was out of stock andthey had no idea when they would be able to ship the part. So I then called Sears and explained I have a broken treadmill and can't seem to get a part for it. I asked if they had this treadmill in stock at the store and they said they had 3 of them in stock. So I requested they bring me one from the store and change it out with mine. After checking with management I was told yes they could do that. Then I recieved a call later that day and was told that was not going to be possible after all and they would have to order another one, plus it would be about 2 weeks to get it in and set up delivery. They then asked if I could bring the broken one back to the store. I paid $65.00 to have the first one delivered less than 3 miles from the store. I told them they could take the broken one when they bring me a working treadmill. On November 19, 2009 I am feeling very unsatisfied with this whole situation and decided I would just be better getting a refund. I went to the store and asked for a refund of the treadmill and the delivery charge and was told the delivery charge was non-refundable. I told them, so you are making me to pay a delivery charge for a product that was not usable. His answer again was, its not refundable. I find this to be very poor customer service and will not consider making any future major purchases with Sears. Thank you.

Sears rebate organization will not honor rebate promise even after two resubmissions of all details and a letter from salesman. Only $60 rebate but not worth aggravation. Don't expect sears to follow through on their promises. Better to deal with anyone else!

Sears Canada in Burlington - have you ever tried to get "service". They have had my vacuum for repair 2 months now. After the first month, they decided to look at it. Now into the second month they are ordering a part. Their only response...we will get back to you to see why it's taking so long!

Issue #2 - I bought a Kenmore fridge Feb/08 and the motor blew Nov '09! Surprise - one year warranty and they washed their hands!

Issue #3 - My parents bought new fridge and stove - both came damaged and it took 6 weeks to replace!

Issue #4 - I bought a new stove - after the first self clean the glass was totally discoloured and the response...that's what you get with self clean ovens! NOT, I've had one before and never had an issue

If you like to wait in a loooooong line up of customer service people who will get you to the right people...good luck with that, you NEVER reach them. Shame we only have two department stores in Canada

my wife purchased with prescription new eye glasses with transitional lenses. After a while there appeared coin sized brown obstructions in the glasses,
which endangered her view, she easily tripped, had difficulties during driving and got dizzy. After complaining Sears finally admitted the problem and exchanged
the lenses. Same problem occured again, again, again. Finally they refused to do anything about it and my wife now is left with same problem: she easily tripps, has difficulties during
driving and other activities, now she is depressed and if an accident happens who is responsible ?
We requested several times to recall the poor made lenses, but nobody listened.
Please advise to which government agency or consumer protection agency or whom else she can go in touch with.

On 11/03/2008, I went to Sears in Cupertino to get four tires replace on my car. At the time, the service person recommended the Road Hazard Plus Agreement and I purchased it. The total cost was $511.76.
I have noticed the driver side rear tire had been losing air slowly but I usually could just pump the air and it was fine to drive for another two or three week before it got low again.
Since my commute to office is long, I decided to have Sears to take a look at it on 11/15/2009. If indeed it was a flat tire, Sears should be able to fix it and under the road hazard plus agreement I would pay nothing.
Two hours later, I went back to pick up the car. The service person told me that the tire was good and the repair was done to fix the flat. It was all good and I did not need to pay for anything.
What I did not realize that I did need to pay for something, my life almost.
As it turned out the good tire that Sears claimed to fix and good to go got totally flat on Monday when I was on the way home. I did not suspect it was the tire causing the noise. When I got home, the tire seemed to be totally flat. i called AAA to come and help me to replace the tire with the spare one. He told me that the tire was no good any more.
I drove the car to Sears after AAA put the spare on and left the car there as the store was closing. The technician called me next day and informed me that the tire was damaged and could not be repaired. I would need to get a new one. I told him to have the manager call me because Sears told me the day before the tire was good and the flat problem was fixed. Now, I was told that I needed to get a new one (and I know it would cost me two tires instead just one.)
The manager called and claimed it was nothing to do with Sears. Now, he blamed it was the manufacture's problem. If it was manufacture's problem, why was I not informed on Sunday? Why did Sears tell me now? I understand no one wants to admit he or she makes a mistake and always try to blame to someone else. Sears tried to blame it to me first, then they found out I left the car the day before for the problem that they were supposed to fix. Now they blamed it to the manufacture. I guess they thought I got the tires somewhere else. I told the manager that I got the tires at Sears. If he wanted to blame the manufacture, it was fine but Sears needs to replace it for me as I purchased four tires there.
The way Sears doing business is totally unprofessional. I almost put my life in danger not aware what they had done to the car that Sears told me the tires were fine. If something were happened on Monday, Sears would be totally liable.
All I asked now is for Sears to get my car fixed and return it to me. I just couldn’t believe Sears tried to get out of paying for the damage. If I were informed the tire was not good, I would go and get both tires replaced. Because of Sears’ ignorance and irresponsible, I got one totally damaged tire and one good one that I have to replace. And Sears tries to get out paying for anything.
If this is how Sears does business, believe me, words travel fast, especially at WWW era. For me, I would probably go to Costco for tire services now from now on despite Sears is close to where I live.

Sears closed the repair depot in British Columbia's Capital City, Victoria, so all appliances must be sent to Vancouver for repairs. It takes about 3 weeks to hand in your appliance at the Victoria store and have it returned. Before they will return the repaired appliance to their Victoria store (not to you but to their own store) they demand payment in full. They won't send the invoice first, so you have no idea what they did - they just say pay up and we'll send the appliance to the store in Victoria where you can pick it up. They refuse to allow you to go to the victoria store to see the invoice and then pay. After paying for repairs which clearly include shipping, they won't even deliver it to you. There is a lot of competition for appliance sales in Victoria, and this is the las appliance I will buy from Sears.

We recently took our son to have his picture taken at Sears, where he has been photographed since he was born. We will never go there again. The pictures were OK, as usual, but this time the prices were incredible tacked upon poor customer services by the young ladies that were working there. Throughout the course of the experience we were told the following: * The price of the pictures just went up * The price of the picture CD has always been $200 (I've never paid even close to $100 of purchasing it since it's inception) * The price of the picture CD is regularly $120, but it went up for the holidays * You have to pay the $50 sitting fee even if you don't buy any pictures * You don't have to pay a sitting fee * Your super saver card is expired (but the card's expiration date hadn't passed yet) Needless to say, it was a very confusing experience that no one should have to endure

My top-of-the-line Kenmore Elite HE 3t has been problematic since I purchased it in 2002. In Oct. 2009, it stopped draining. The Sears service personnel told me there were numerous problems with the washer, and repairing it would cost more than $1, 600 ($600 more than I paid for it). He also explained that the mysterious holes I had been finding in my clothes were being caused by the washer. Apparently the clothes were getting caught in a tear in the drum lining. This has been going on for years. I never suspected the washer was causing the problem. At one point I thought I had a moth problem and tried many treatments to no avail. I called Sears Customer Service, and their attitude was "out of warranty, out of luck." No one I spoke with seemed concerned that their top of the line washer broke down in 7 years and had been destroying my clothes. I even had one customer service rep tell me "everything tears up eventually."

My siblings and I purchased a Sears Kenmore Refrigerator / Freezer from Sears 15 months ago as a gift to our parents. This last week the refrigerator part quit working. My dad Called sears and was told it would be at least two weeks before they could send a repair person to look at and repair it. Needing immediate action he called at least three independent repairmen to see if anyone would come out and fix the problem. He was told by everyone he contacted that they could not work on this product because Sears would not release the "codes" to the electronics, thus making it impoosible to service them. Sears has a monopoly on repairing it's products. Had we known this at the time and had we known that their repair services would be at least 2 weeks before anyone would even come and look at any problems we would have never purchased this product.
A little history is needed here to show just how bad things have become. As far back as I can remember (I am 46yrs old). my family, parents, and grandparents have used Sears products and appliance. My dad has alway purchased and used Craftsman tools and equipment. My grandfather did the same. Some of my dads fondest memories as a child is getting to make the 60 mile trip into the city to go to Sears to make Christmas purchases, etc. This tradition has passed on to my generation. I will always remember going to the Sears store in Ft. Worth, Tx with my parents. The special treat was always stopping at the candy counter and getting the chocolate covered peanuts and maple nuts for my mother. We wore Sears clothing, we used Sears appliances and tools and yard and garden equipment. Always with no exceptions that I ever remember did we purchase any other brands.
That has changed now. The customer service at Sears has gotten extremely bad. The products that used to last forever seldom more than a month or two out of the warranty before they break. A refrigerator should last for years. Not any more.
It used to be that when you had a problem with Sears' products you could take them back or have a serviceperson out right away. Now you get put on a waiting list. It used to be that you could depend on their products to last for generations. Not anymore. It used to be that customer satisfaction was guaranteed or your money back. Not anymore. Sears is playing a numbers game with it's customers. They bet that they can beat you out of warrantying their products and you will just sit there and take the abuse.
I would think that with this failing economy that the people at Sears would be interested in maintaining their customer base. It seems it is just the opposite. I know for sure they have lost at least three generations of business from my family and you can bet we will not be silent about this problem.
Dear Sears, here's hoping you do not survive this economic crisis. Here's hoping you find youself at the same end of the stick that you so willingly place you customers.

C. Mason
Texas

We purchased a Sony HDTV on 03May09. By August the picture had degraded to such an extent that it was almost impossible to see what was showing. On 24Aug09 we took the TV to Sears. On 24Aug09, Walt, working for a 3rd party contractor, Telesonic here in Cheyenne, came out, looked at TV, made a few simple inquiries such as is it always that way as when playing a DVD and was told all the time, even when the boys are playing video games. He said that he needed to order a part. On 10Sep09, he returned with a part and said that Sony would not provide a panel. The part did not improve the quality of the picture; TV reception went to zero. On 21Sep09, Sears repair service (From Ft. Collins, CO) came, used a mini-computer or other device, decided that other parts needed to be ordered, printed out a small receipt from their pocket printer, said that Walt from Telesonic had set the TV to cable in lieu of antenna, reset the TV to antenna, and left.
During the ensuing weeks, sears, telephone [protected] called more than 2 dozen times. They would make an appointment for the repair people to return, then call later the same day or the next day and cancel the appointment. They would call and ask if we received the parts. When I told them, "No, we did not receive the parts" they said they would have to cancel the appontment until we did receive the parts. I told them that the repair people said the parts would be sent to their shop, but the telephone people insisted that nothing could be done until we received the parts.
Finally, they rescheduled an apointment for [protected] hours on M02Nov09. At 1831 hours on W28Oct09, an automatic phone message informed us that they were to come today, Th29Oct09, between [protected] hours. We called the 800 number (above) and told that we could not have our scheduled apointment on 02Nov09 and insisted that we must have the appointment today. We figured that meant that Sears had no intention of doing anything, as we had heavy snow and wind yesterday with I-80 west being closed. The snow and winds continue today, and both I-80 north and south and I-25 east and west are closed, schools, the military base and just about everything else is closed. Sears knew that we were in the middle of a blizzard, yet they canceled our appointment for 02Nov09 and rescheduled the appointment for today in the middle of a blizzard.
This morning my wife called again to inquire about possible repairs, talked to a Julia who claimed that UPS delivered the TV repair parts to our house on 13Oct09 and that someone at our house had signed for the parts and that we were liable for the parts. My wife insisted that no one in our house had signed for the parts and Julia then insisted that one of our neighbors must have signed for the parts and said we needed to check with our neighbors to see if they had the parts (in the middle of a blizzard!). Julia finally gave my wife the tracking numbers (2) and my wife called UPS, who informed her that yes, the parts had been delivered TO THE REPAIR SHOP!
Doesn't Sears have even one competent person working for them?
Don't their telephone people need to take some sort of training in customer relations? Rude, crude, lying behaviour is not appropriate telephone relations.
Our TV has now been out for more than 3 months; we have been trying to obtain repairs since 24Aug09. Can some one help us get our repairs?
At present, they have re-re-re-re-scheduled the repair appointment for 12Nov09, but we have no faith that they will even show up...

In the recent Oct 24, 2009-June 18, 2010 sale catalogue, I discovered on page 86E (a small insert specific to Rob McIntosh china & crystal shops) article G - 'McIntosh' set of 2 watering globes. Much to my astonishment the retail price you have on this item is $39.99 - the identical product (right down to the colour of the glass globes) is sold in Canadian Tire for $9.99 (set of 2) or at Giant Tiger for $8.99 (set of 2). How do you justify such an outrageous pricing difference?

As a 30 year customer of Sears Canada this truly instills a jaundiced view of your fair pricing practices.

Thank you.

Sears has copied Canadian Tire's policy of making returns/exchanges as difficult and surly as possible. This past weekend I wanted to purchase an item -a mixer- on "liquidation" that had been reduced to $209.95 from $309. At the cash I was told it was a final sale -news to me- & there was a 10 day exchange policy for another or similar product, but no refund -again news to me. Upon questioning this, I was told this policy has been in effect since Dec. 2008. I was further told that if I couldn't find a similar item; which had to be of same value or MORE, I would be given a credit note that HAD TO BE SPENT THE SAME DAY, IN THE SAME STORE. So in my case if the mixer proves to be unwanted - it's a gift- then I have to spend $209.95 immediately. What if there was nothing I wanted to purchase I asked. " Well, that is your problem" was the exact response. Also any further discounts that the store offers on weekend shopping "specials" no longer apply to "liquidation "items. Now I know why so many remain on the shelves.
Spitting mad I called the so-called President's Line this morning and the upshot was that this is Sears policy to "better serve(?) our customers" I was told. If this is better service, pray tell what is poorer service? I informed the Sears rep that upon receiving our next statement our acc't will be paid in full & closed. This after 39 yrs as customers. The only response was "sorry to hear that and I have noted your complaint". This incident is the straw that broke the camel's back, We have had several bad experiences with Sears in Montreal -mall locations, as well as, the Whole Home stores- over the past 15 months & in each case management both here & corporate could not care less.

So, dear shopper, be vary, very vary of shopping and ask lots of questions. If the answers make no sense let them know and spent your hard earned money elsewhere.

Don't expect to receive Sears rebates on appliances. I purchased a refrigerator and a diswasher on the same day. I was told by the saleman that there was a free delivery rebate on the refrigerator and free installation rebate on the dishwasher, both amounting to approx $149. Because I took advantage of zero financing on the refrigerator, I was denied both rebates because they were purchased on the same day as the zero financing.

If the rebates had been approved, they would have been in the form of a Sears debit card, not a cash refund.