Sears review: Replacement parts 479

I am in total agreement with you. I have never experienced worse customer service (and in total, I probably spoke with over 30 different people) One service rep was pleasant, although no help at all. I will never shop at Sears and am telling everyone I know about my experience, hoping they will refuse to shop there as well!

I'm not Happy with the all mighty Kenmore (Elite) products...I have 4 New units that are no more then 2 years old and already have had 3 service calls and 590.00 repairs on top of that the cost of a warranty that always seems not to cover what breaks down on your product.
OH-UM

If Sears did not charge a restocking fee for its opened items that are brought back with nothing wrong with them, how does that make them any different from a rental company? If people are free to buy something, unpack it, use it, bring it back fully functional without any charge, and just expect Sears to pick up the charge for all that, then doesn't that just make them a rental company?

I have worked at an electronics company before and trust me, customers lie all the time to attempt to get out of the restocking fee, and on more than one occasion I have been forced to do exactly as that associate did, because what other choice is there?

Wow it's customers like you that I really do despise and I have worked there for 9 years. It could not be any more clear. The sales ad clearly states that all tractors are 20 percent off. That does not mean an additional 20 percent off the already reduced priced. If that was the case sears would state it as "Save an ADDITIONAL 20%".

It's not that hard to comprehend. You probably are the same person that complains they can't get a sale item early just because the ad came in "today's paper" and you don't want to come back for that "Saturday Sale."

Yes, I am a jaded part-time sears worker who has been there too long. There are many things we do and bend over backwords for customers to make them happy and when people like you complain it just sucks all that good out of us and makes us miserable.

Moral of the story... LEARN TO READ!

Were you really treated unfairly?

Viw this through the clerk's POV - Customer comes in wanting to return an item they state is defective. Clerk plugs item in, fiddles around with it for a few minutes & the item behaves as normal. Since item is not acting defective, clerk has no choice but to process the transaction as a standard return.
For all the clerk knows, the DVDs you were playing could've been messed up. It's not as if you and the clerk go way back - he doesn't know you.

Again - were you REALLY treated unfairly?

Oh, and you are wrong about Best Buy - they have a restocking fee as well:

(http://www.bestbuy.com/site/olspage.jsp?type=page&entryURLType=&entryURLID=&categoryId=cat10004&contentId=1117177044087&id=cat12098)

Yo jason:
Thats very clear what he implied..it was false advertisement... they never really gave 20% off.. it was a sale s gimmick used all the time..

What part of the English didnt you understand?

For that "tune-up" did you remember to call and schedule it? If you read the little booklet they gave you it says right in it that you have to call to them once a year to set up the maintenance.

Patience is the answer to all sir. Besides your taking your car to Sears for service ? Why not take it to the dealer? At least at a dealer you get know that every customer gets a survey from the manufacturer about you service experience with the dealer. The pay plans of the service writers are directly linked to their customer service scores. If you’re not happy…they don’t get paid. Knowing that you bet your ### that they will take care of you and get you in and out as quickly as possible.

I too bought the front load washer and dryer from Sears on black friday 08. I too am still waiting for my appliances to be delivered. Sears has changed my delivery date four times so far. To the previous poster, why dont you check your facts before you make your statement. To error is human? OUt of the 100's of appliances they sold that only one fell through the cracks...do a search and you will see that there are many, many of the same complaints from other customers. Better yet, why dont you go to the Better Business Bureau site and look at the complaints againts Sears in the past 6 months and see how many complaints there are about non delivery of items purchased. They sold obviously way more appliances than they could produce and they took everyones money up front and many, many of us have to wait and are still waiting over four months later to receive the merchandise. At some point they stopped offering the price and eventually said things were sold out, but they were never in stock to begin with and they sold way more than they should have. Perhaps they should have been honest and upfront from the beginning that there would be a 4-6 month delay in receving the merchandise. What you dont seem to understand is that many people bought washers and dryers and upon being given a delivery date by Sears many people disposed of their old appliances right before delivery and then get a call saying delivery has been delayed...by months not just days. So yeah, we all know we can cancel our orders and stop complaining, but Sears is wrong in this case and people do have a right to demand they receive the prepaid purchases within a reasonable amount of time.

Definitely not a bait and switch, rather bad inventory. It sucks when it happens, but to ere is human. Out of the 100's of appliances they sold I'm sorry it was yours that fell through the cracks, but get over it. You could have canceled your order anytime for a full refund, and they offered a replacement. What do you want the manager to do, go in the back and build an appliance for you? Samsung appliances are pretty low quality anyway, its not like you bought a whirlpool and were offered a GE replacement.

I, too, have been waiting for my installation rebate on a dishwasher; but, I have been waiting since NOVEMBER 19, 2017. I talked to a representative at the rebate center on February 4, and she said I should have the rebate by FEB. 28. It is now Mar. 18, and I am still witing. On top of it all, I have been on hold with the rebate center this morning for over a hour without an answer from a human. I'm wondering if I will ever get my rebate, and how much it will be.

Check to see if your refrigerator is one of the ones that was recalled. Just this week Maytag announced a recall of over 1 million refrgerators.

Contact the Better Business Bureau. I have been getting the F1 Error (a very common defect on their Oasis Washers) but I didn't get anyone at Sears to assist. I contacted the BBB and they got back to me the very next day. They are willing to pay up to $250 to fix it. That's better than a poke in the eye for now!

I completely agree. I am in the middle of the same situation right now. We called Sears 800# for a repairman for a Kenmore washer, they set up 8am-Noon on a Tuesday - they called at 8:15am to say they had to reschedule because the repairman 'was unable to come today'. One week later, they said 8am-Noon again, and the repairman called at 12:30 to say he was running late. He shows up, 5 min into the repair and said he needs to reorder a part on back-order and leaves.
We vent to the 800# (has to be an international service department) and get lots of apologies, but we are still waiting for the part and when we can get this fixed. Its been almost a month with no washer. STAY AWAY FROM SEARS' REPAIR SERVCE - I should have checked Angie's list for a local guy!

wow!

Total destruction

I had he same problem with my Kenmore dishwasher. After just 2 months after purchase it broke down. Sears fixed it under warranty but after 6 months it was broken again. Both times a valve needed to be replaaced. Cost to Sears for both repairs was $400.00 parts and labor. Not even 1 year later my dishwasher broke down again. My phone calls to Sears customer service met with zero help. I do not have a warranty anymore so cost is on me. Sears technican informed me that my heating coil broke down and my cost to replace it would be $280.00. So far all the costs total more then what we paid for this unit. One customer service employee even told me that" products are not made to last" . Now I know.

I have worked at sears and to be honest with you the management team is not the best there. This is a very small dispute and I honestly don't see how the manager saw it worth while to fight you over $10 on a large purchase. It does sound like you have a bit of an imagination though with you exaggerated story of being 'embarassed' and being chased out of the store.

You didn't read the ad right. That's not Sears' fault.

I completely agree. I am in the same boat with a 2017 Kenmore water heater. I called for repair on a Sunday evening. I was told the repair man would arrive by noon the next day. He finally showed up at 6:30 that night. He told me the only thing it needed was cleaning. He told me if he cleaned it, it would cost me $175, or just $65 for him coming out. Stupidly, I paid the $65 and let him leave. He didn't test anything. I cleaned it and shock and amaze... it still doesn't work. Now I'm being told it will be another week before I can get him out here. Although if I purchased a new one, they can install it the same day. My water heater has 8 years of warrantly left on it. Sears has not heard the last of me.

How much do you get paid?
How much did you get paid when you just started?
Thanks,
Blake
We had to do this for school.

They're not giving you a hard time. They usually check the security footage to make sure you walked in with the product instead of picking it up from a rack and trying to steal it. Believe me, people who want to steal can be craftier than you think, and every store has to cover its butt to prevent theft.

Not sears we have had people walk out with tires and Lp'a said sorry no camera in your area! ! ! enough said

I have had consistently bad customer service experience when trying to call Sears. Today, I spent well over an hour just trying to schedule an appointment to fix my air conditioning system. Several people put me on hold and that simply returned me to the main menu. When I got someone to talk to, first I was told I already had an appointment for next week. This was impossible since I had not previously called for an appointment. She did not seem to like this and returned me to the main menu. Next I was told I already had an appointment for today. This was also impossible since I had not previously called. Finally, when I tried to call cusotmer service to complain, he left me on hold forever and I finally hung up totally disgusted.

We have problem with Sears as well my husband opened a credit card with them like 9 years ago. Suddenly in 2017 he got a bill for a protection service plan that he did not order. He contact them to cancel the person in costumer service said she would. However, we continued receiving bills for 3 month until my husband cancel the cc but Sears send his unpaid bill of $20.00 to collection co. At he end my husband paid those $20.00 but they damage his credit showing late payments. We could not get a new credit card with low interest because the Sears claim. My husband was trying to get a job in the financial industry but you know they check your credit and he could not get the job because Sears fraud charging for something that he did not order. I am wondering if all people that got affected for Sears can get together and open a claim against them. It is not fair what they are doing.

I don't know any thing about agreeing, neutural or disagreeing.

ALL I KNOW IS THAT THE SALESMAN AT SEIRRA VISTA STORE THAT SOLD ME MY WASHER AND DRYER TOLD ME THAT I WOULD GET A REBATE.

THAT WAS WHY I BOUGHT A SEARS. I DID NOT GET MY REBATE AND YOU LOST A VALUED CUSTOMER OF 60 YEARS PLUS.

UNLESS I RECEIVE THAT REBATE I WIL NEVER DARKEN SEARS DOORS AGAIN. THIS IS NOT A THREAT. THIS IS A PROMISE TO SEARS AND TO MYSELF.

JAMES D. LANE

Sears does not manufacture the fridge - it is merely a model made by another company for Sears (probably Maytag). The bottom line is that things aren't made like they used to be because people won't pay for it.

You've had one major problem (freezer stopped working) and the rest minor -- none of them prevented you from using the fridge. I highly doubt that is a lemon. Surely you can survive for a few days without an ice maker. With a Master Protection Agreement you should have been reimbursed for food spoilage for the freezer.

The Stove that Sears Could Not Deliver

If you have time, read this to see why I don't think you should buy an appliance from Sears. I sent this tale to the Consumer Protection Agency.

Feb. 12, 2017
Purchased new GE electric convection range, price $899.99. Salesman arranged for delivery on Feb. 20, 2017.

Feb. 20
Sears delivers the wrong unit to our home. It goes undiscovered until I arrive home and realizes it's not the unit purchased. Not even a convection range. My wife did not realize it wasn't a convection oven.

Feb. 21
Multiple phone calls to Sears to try to rectify situation. Over 1 hour-15 minutes spent on phone to Indiana and who knows where else. Unable to connect to local store. I have since learned you can repeatedly punch "O" & you'll be connected.

Feb. 22
Morning phone call to Sears. 15 minutes on phone. NO satisfaction. Operators seem unable to fathom how to deal with problem.

Feb. 23
I drive to local Sears store. Helpful appliance salesman named Mike phones Sears "Headquarters" for me. I leave 2 phone numbers where I may be reached. Mike assures me I will be contacted within 5 minutes, so I leave store and wait for call. NO CALL EVER COMES.

Feb. 24
My wife receives a phone call at home from an automated Sears service asking questions about whether or not our delivery was satisfactory. In the "comment" portion of the call, she explains we have the wrong stove. Still NO response from Sears.

Feb. 24
I will go to the Sears store one last time and ask for the manager. If I get no satisfaction today, my next stop will be consumer protection agencies and the State Attorney General.
(Didn't do that, guess I'm an optimist.)

About Feb. 27
Sears calls to schedule delivery of correct range for March 24th.

About March 22
Sears calls to say the range was damaged in the truck so they won't be delivering.

About March 26
Sears calls to say the correct unit will finally be delivered on April 13.

(Multiple computer voiced calls from Sears in the meantime, confirming our name, street address and announcing that our window of delivery will be between (silence) and (silence), so be sure that someone over 18 is there to take delivery.)

April 13
Finally, delivery day. I go out to the truck to confirm that they brought the right range...and it's NOT. They brought a GE white convection oven with a white top. I bought one with a black top. Delivery man is very helpful, calls a lady who will reschedule one more time. The nice lady is trying to look up the number of the unit, but can't find it, and doesn't know what to do. I finally say, "You know what? I just give up. I give up. Come and get the incorrect range out of my house and I will buy a range from a local independent dealer. " She says OK. Then she says she'll send a $50 gift certificate as an apology. All this takes about another 45 minutes on the phone. By the way, she doesn't know what a convection oven is and keeps calling it a "convention oven". (No biggie there.)

About an hour later...
A sales guy named Ryan calls from the local Sears store. I'm out grocery shopping, so he asks me to call back. I call the local number, spend an extra 15 minutes with computer prompts that can't understand me-I say "Appliances"...voice says "OK..you said Children's Apparel". This happens twice. Then I get a guy in Indiana who apologizes again, says to try once more. I try and get the same routine so I push "0" about 9 times. A guy answers, but Ryan is busy.

Ryan calls right back. He says there's no such thing as a GE Electric Convection oven in white with a black top. (That is what I paid for.) I try to explain, but he can't get off the phone fast enough. He does assure me that when the stove (range) is picked up, the warehouse will see that my Sears MasterCharge is credited.

Later that night, the delivery company calls. The man says he can't believe Sears can't figure this out. I say I'm so frustrated that they ought to tell me the one in our home now-(non-convection)-is ours free if we want it. But, I'm dreaming.

Yesterday, April 12th, was the two month anniversary of this mess. The best Sears could do was to promise me a $50 gift certificate-(to Sears, oh boy)-which may or may not come.-(I'll be sure to spend that whopping $50 at Sears on something that does NOT require delivery!)-

I got these warm, fuzzy feelings about Sears because of "Extreme Home Makeover", but they're gone now. I'm through.

We have had a very bad expierence with the Great Indoors regarding a Kenmore Elite refrigerator. I have been writing to everywhere possible to get the word out on their poor customer service. We have had this refrig since 2017 and have had 5 or 6 service calls for something going wrong. Sears will not stand behind the Kenmore. Their warranty dept, service..no one will work out a reasonable solution. We have requested a replacement ..upgraded..and we will pay the difference..they say too bad..we don't have the 'right' kind of warranty. They will just keep fixing it. Lost food 3 times..afraid to leave this lemon for any period of time cause it will probably break again..and again...we are terribly discusted with the whole Sears/Kmart/Great Indoors and all their excuses

Update on my previous post. As of today, i was told by Sears, I know will not receive my refund until 12/28/20o07, thus ruining Christmas for my niece. All I get is your right, we understand we apologize, but we have to follow procedures. They say I shouldn't have been given a definite date, because they never know how long it will take to refund something. Sears hasn't even contacted the vendor to get the credit for themselves, without the credit I can't get my refund. They take your money quick enough, but could care less about refunding your money in a timely manner. Apparently the vendor is more important then the customer, because they are relying on a vendor, who could care less, and probably doesn't even have this computer then keeping the customer happy.

Sears motto for Christmas, making a wish come true, right, they just dashed the Christmas wish of a 15 year old.

contact a member of there loss prevention staff ... basically the store security. all auto center service area's are 100% monitored by CCTV they can investigate if and who jacked your stuff and if you find out someone at the store did then call the police *(: quite frankly you should have called as soon as you noticed and the police would have contacted the store loss prevention officers they all pretty much know each other in the respective cities as they work togather alot with shoplifters and its been my experiance that all retail stores LP staff are pretty damn efficiant

i read in there somewere that in a period of 4 years u state you bought not 1 but 2 washing machines not 1 but 2 dryers and not 1 but 2 refers? hahahahahaah what the heck was your first clue never to shop at sears again the mere fact u bought 6 appliances in a 4 year period or the fact that most appliances should last a min of 5 yrs and thats min! before replacement now even if you remodeled or somthing you would think u learned your lesson the first 6 appliances huh? oooo wait u didnt mention any problems with those purchases did ya hahaah i call bs on this one too i have no dought you were hung up on even no dought they were tired of talking to you down there at good ole sears service center ! this range was purchased at a freaking outlet center you let a sales guy on commission tell you it was never used thats like going to the used car dealer and them telling you awwwww its only got a few miles on it !

bottom line read your warrenty refund policy etc before u buy

I understand perfectly what you went through. I have been going through the same thing myself, with estimate/installation of a heat pump and a range/range hood delivery.

This has been going on for over 2 months now. I FINALLY met with a sales rep about the heat pump after 3 failed attempts. The first was a no-show. The second, "They were at the house"; I was at the house and they definitely WERE NOT. The third was a date I had not arranged. The fourth time we actually met. Installation is scheduled for 2 days from now. We shall see. I will definitely make note of the heat pump that I bought and make sure that is what they are installing; not something inferior (from what I've read on other complaint sites, this is not uncommon).

The range/range hood I had purchased over 2 months ago. The first delivery date came and went, no range. The second, as I was driving to the house where this was to be delivered (4 hour drive from where I live), I was called by the delivery man who informed me that he could not deliver it because the range glass had cracked. I told him I would reschedule with Sears the following Monday.

I never got the chance to call. Sears called me Monday morning at 6:45 a.m.! They told me that the range was being delivered that day. I informed them that I had not scheduled delivery for this day and (once again) that I was 4 hours away and that there was no possible way I could make it there that day and rescheduled the delivery for the "earliest possible delivery date"... 1 1/2 weeks later, a Thursday.

I rescheduled the installation of the heat pump to coincide with delivery of the range, both for this Thursday.

Tonight, Tuesday night, Sears called to confirm delivery of the range for tomorrow, WEDNESDAY! I couldn't believe it. I told them it HAD to be Thursday because of the installation of the heat pump that day, that I was 4 hours away, and that it has been scheduled for Thursday one and one half weeks ago. I was told that they do not deliver to that area on Thursdays... only Wednesdays and Fridays.

I cancelled my order for the range/range hood. I've had it with Sears. They had BETTER reimburse me!

Once again, Sears lied. Sears does not care about customers one iota! They ONLY care about the customers' money. I am filing a complaint with the BBB tomorrow morning. If the heat pump is not installed on Thursday, to my satisfaction, I will be hiring an attorney for compensation of Sears' gross ineptitude.

Isn't it a shame that we can't put up billboards all across the country alerting everyone to Sears' incompetence, ineptitude and inconsideration?

Sears Is Running A Scam.

Being a Sears customer for many years, after having a service repair tech come to my home to tell me I needed a part when I didn't for my washing machine. Then to tell me the part was unavailable. I called the parts dept. And they told me it was available so I ordered it. Then when I called on the day the part was due to arrive to find out it was not being shipped. I became furious. After reviewing my how-to-do manuals and found out the belt had come off. I told them I want my credit card credited for both the part and the unqualified technician. If that doesn't happen I will be taking Sears to court. We can't just allow this company who used to be very good with handling their customers and making sure they are satisfied just take out money. They have taken the attitude that they don't give a damn. So anyone after reading the comments posted continuing to buy their appliances are the ones that are crazy. When someone treats me with disrespect I refuse to continue to do business with them. There are other stores out there selling the same products that Sears does. My advice to all of you is STOP BUYING THEIR SH-T and see how fast they will go out of business. Find other people to repair the products you now have in your home. There are plenty of other companies out there. When their big ticket items don't sell and you don't call their service department, they will without a doubt wish that they should have continued to operate in the ways of the years past. You can show people better than you can tell them. You have to learn how to change with the times. Yes, Sears used to have very good appliances and great customer service. The day has come when they no longer think they need you to continue to operate. They are running the same kind of scam they ran years ago with their automotive shops in California. They told customers they needed service and parts on their cars that they didn't need. This was the what caused them a lot of business. They no longer have the customers visiting their car service shops. In fact if you ever go by one, look in and see for yourself. We can boycott them and run them out of business which is what we should all do. I will not be spending my money at Sears again. I've learned my lesson, its time to shop elsewhere.

RE: Craftsman Self Propelled Lawn Mower $286.50
Purchased April 20, 2017
Customer: Roger F. Soberg

The Craftsman mower's (used only 4 cuts) spark plug wire disconnects during use. Today, May 14, 2017, Mr. Soberg has made 7 calls trying to get satisfaction for repair or replacement. No satisfaction. Sears claims to stand by products sold. This is a false claim. Mr. Soberg was given the ROYAL run around from one voice mail to another department. Sears is the leader in company disorganization. The mower will be returned to the White Marsh Maryland store with no intentions of future purchases. This is the second time he has experienced purchase dissatisfaction - shop vac motor burned up. Mr. Soberg has been a faithful customer of Sears for years. No more. So what is your company going to do to resolve this problem?

To whom it may concern:

I'd like to file a complaint about Sears delivery. On Saturday I had a mattress and box spring delivered to my home. The delivery drivers showed up 2 hours earlier than scheduled. I wasn't home but thankfully my 15-year-old nephew was.

When they came in, my nephew called me to tell me that they refused to bring the box spring upstairs stating that it wouldn't fit. I got on the phone with your very RUDE delivery driver. I told him that they were two hours early to which he replied... "Ya, its Saturday". I'm not quite sure what that is supposed to mean to a customer that is expecting a delivery service between 2:30-4:30 as told when they show up at 12:30.

He insisted they couldn't get the box spring up the stairs. I informed him that there already was a queen sized box spring up the stairs and I wasn't sure why he couldn't fit it up there. I reminded him that I paid a thousand dollars for the set and also paid for delivery. Therefore, my product should be delivered as promised. I was in mid sentence when he rolled his eyes at the other delivery driver (according to my nephew) and then handed the phone back to my nephew.

They left the box spring AND MATTRESS in the middle of my living room with my 15-year-old nephew. When I came home I saw why they stopped trying to get the box spring up the stairs. They put a large deep scrape on my wall and broke the floorboard on the way upstairs. My nephew informed me that they tried to get it up the stairs for maybe 3 or 4 minutes. I’m guessing they stopped when they noticed the damage they had done. I took pictures of the damage.

My 15-year-old nephew and I got the mattress and box spring up to my room ourselves in less than 10 minutes. I just purchased a new home and normally shop at Sears quite frequently. After this experience, I don't know that I ever will again. The treatment and unprofessional behavior of this man was appalling.

It is especially upsetting when I think about how much business I have given your organization over the years. I don't know that I will ever purchase anything from Sears again after this experience.

I attempted to send this several times through your site but every time I pressed send, your site bumped me off.

I would appreciate some attention to this matter.

Thank you,
Kelley White

I should of read these complaints last month. Lucky for me I can cancel my order. Picked out three major appliances and asked for discount. Salesmen says NO WAY. But in next days paper ad says get 10% off when you buy two or more items. Returned to get my discount, salesmen says NO WAY. Delivery started out on 5th of feb. Called at last minute and said couldn't make it due to the weather. Called today and said couldn't find a driver. So tonight I'm calling my salesmen and cancelling my order.

I took a day off of work to get a delivery of a refrigerator on the evening of Thursday November 30th. I was sent a deficient product. I noticed on Saturday that my food had all spoiled and dripped that previous evening all over my carpet and kitchen floor. I lost about 2 hundred dollars worth of groceries. The refrigerator they sent me was broken and never blew cold air. I called customer service and was transfered many times. From appliances to delivery to maintenance all saying that they weren't the ones that were to help me. They continued pointing fingers at each other and no one taking responsibility. I even had people telling me that maybe I didn't know how to put the temperature on the fridge and in one case I was questioned accusingly as to why I waited so long. I got disconnected or hung up on twice. I was so furious I drove down to the sears and demanded to speak to someone in person about what was going to be done. I had one manager (leroy I belive) tell me he was going home in five minutes and could not help me. I waited 10 minutes for someone else to help and the options given to me was to wait 3 weeks for another fridge to come in or to get a repair man to come out and fix it my brand new fridge. I called maintenance and they told me I had to wait a week for the next available person. I was furious. I was sent a bad product and now I had to wait a week for someone to fix a brand new product that I had paid for. I asked to speak to a supervisor in which the woman Katrina whom I was speaking to transferred me to MORGAN. He was very antagonistic from the beginning, refused to give me his full name and told me they're was absolutely nothing he could do for me. That I was screwed with my food lost, they would not reimburse me, that I was screwed cleaning up the mess, and that I had to wait a week before my fridge would be fixed. When I hung up I asked managers at the store to give me a number to call to complain about the lack of service I was being given in which he replied "Its a country wide cooperation, they're is no one for you to complain too." When I said I was going to get a lawyer was when I was offered a tiny loner fridge that probably fits about a gallon of milk and cold cutts until the repair man would come out.

We purchased a carrier heating and cooling outside unit from Sears in June 2017, they took out our old unit and attempt to install a new one and they didn't installed the new unit correctly. The new unit that Sears installed at our home hasn't never work properly. We have been trying for 1 1/2 year to get them to come back and correct their problems. Our new unit isn't cooling or heating properly. Every time we try to contact them we get the Run-Around, we will have these technicians coming out to fix it but they have yet to fix our unit.

On Thursday July 6, 2017, my freezer was not freezing any more. Friday Morning at 6:00 am I called the 24 hour 1 800 4 my home number, to arrange for service. They told me the soonest they could get someone out to look at it would me on Monday July 10, 2017. I kept the appointment, however in the mean time I called for same day service. An independent repairman came out and diagnosed the problem. He said he would fix it, but it was still under warranty and the cost would be $600-$700. Thank god there are still a few honest people out there. So I decided to wait until Monday

On Monday July 10, the technician came out and diagnosed the same problem as the first technician did. Sears repairmen do not carry parts on their trucks, therefore he had to order the part and we scheduled another appointment for July 12th from 8-12. The compressor part never came in on time, they never told me, and they cancelled the technician's appointment and also failed to tell me that as well.

I made several calls on Tuesday to confirm the appointment and track the part on order. There was nothing but confusion between the parts department and customer scheduling department. The lady in parts department told me the part would be delivered on the 12th but unsure of what time. I asked what I should do with my current appointment. She replied, " I really don't know what to tell you". She told me to call in the morning at 8:00am to find out the status. So I kept the appointment in hopes it would all work out.

Well, at 8:00am the next lady "Rena" from the parts department informed me that the compressor part was on the truck that day for delivery. Sears new the part would not be there in time and cancelled the technician's appointment without telling me. Another appointment was rescheduled for Thursday July 13th. In the mean time I have lost wages waiting for them to service my refrigerator/freezer.

Now mind you, it is summer and I have been without a refrigerator and freezer for 7 days. I have been storing food in a cooler for a week, had to through food away to avoid eating spoiled food as well.

Sears has the worst customer service. They are not concerned about providing quality service to there customers, just making money. This is poor customer service when they expect someone to take off work multiple days while they take days to diagnose the problem, ship parts from a central warehouse, then wait to install the part. I live in a major city, Milwaukee, were this part was readily available to other technicians, but not Sears own technicians. They obviously have very low standards when it comes to providing customer service, while yet most independents can complete the same job the same day of service. Based on those facts it is quite apparent that they do not value their customers business, only the mighty dollar. The service they try to provide is a disgrace to the consumer. I would never recommend a sears product based on their poor quality in what they call customer service.

Buyer beware if you purchase a Sears or Kenmore product, the service you will receive will be suboptimal. After speaking with fellow Sears customers they have experienced similar situations.

Shame on Sears!