Sears
reviews and complaints

Sears, San Bernardino CA, Freezer:

I purchased a Whirlpool upright freezer online from the Sears site. It was supposed to be delivered here this coming Monday. Yesterday (Friday) I started getting automated reminder calls from Sears to tell me my freezer was going to be delivered Monday, but they didn't have a delivery time for me yet, which they would have the evening before my delivery. Fine so far. Except then they wanted to know if someone over the age of 18 was going to be home when the freezer was delivered. Keep in mind this is all automated, because perish the thought Sears would have human contact me. Well, since I don't know what time the delivery will be, how can I possibly say whether or not someone will be here? There's no human to respond to, so I just hang up.

Today, another automated call. I hang up because I can't answer their question anyway, and my plan was to just discuss it with the human (hopefully) who would call me back Sunday evening. The second call, I noticed a part of the recording that said something like, "Please be aware, we're not able to reschedule your delivery time." So I'm supposed to put my entire life on hold, and the business that I run, so I can have my freezer delivered within a two-hour time frame, granted, but I don't know what the window is until the night before. Do I cancel my appointments? Do I tell my son to skip school for the day? Should my husband stay home from work?

I call up Sears Home Delivery again to see if I can locate a warm body. My call is disconnected before I can even speak with anyone.

I call back. Finally, a human, stateside. Except she just doesn't grasp what I'm saying. I explain that their recording is asking me for something that I don't have (whether or not someone over 18 will be here), and that I don't want to get these phone reminders. I'm trying to explain that if I don't answer the recording's messages, I'll keep getting the reminder calls. She keeps telling me that they won't know the time until the evening before. I KNOW THAT, for heaven's sake! On the other hand, I don't want to keep getting these reminders because I'm not answering their automated question! By now I'm so frustrated and angry, I'm crawling out of my skin. Still, while I sound angry, I'm not yelling and I'm not cussing (perhaps I should have). I tell her we're not communicating very well, and I'd like to speak with her supervisor. Instead of patching me through to a supervisor, she proceeds to argue with me and tell me we're communicating just fine and why don't I think we're communicating very well? I repeatedly ask for a supervisor (at least 5 times), and she just keeps arguing with me. Finally, I hang up on her.

I call back and speak with a new woman and angrily tell her I'm canceling my order. She asks why. I tell her briefly. She apologizes and takes my cancellation.

Customer Service 101: At this point, you give the customer to a superviser who can, hopefully, talk the customer out of cancelling the sale by listening to the customer vent, soothing the customer, abjectly apologizing for the customer's experience with assurances the employee will be dealt with, and potentially averting the cancellation of the sale at the very least, and the loss of a customer and the potential loss of every person that customer shares their experience with at worst.

Nope. Just, "I'm sorry you feel that way, here's your cancellation." I just now realized I received no confirmation number. Dang. That means I'll likely get a call tomorrow night confirming my delivery... and my card will not be refunded without another go 'round with Sears. Dang.

I'll never shop there again (and I was getting ready to buy a high-end stove and refrigerator in the next month), and I'm in advertising and marketing, so I will be happy to broadcast my experience to everyone who will listen.

I have been without a dryer now for 30 days and counting. A&E Factory Services has no concept of customer service nor do they care. This is the most incompetent, disorganized, and disconnected company I have EVER dealt with. I would NEVER purposely use them as a service provider and if I knew of anyone that was going to have to deal with them, I would STRONGLY ADVISE against it.

My saga begin when my dryer began making noises. I had purchased a homeowners warranty because I am a planner for the "what ifs" that are bound to happen. They immediately sent someone out. The company stated that the screws from the bulkhead were missing and that this is not due to wear and tear, but due to work another company had done. Well, we forgot when we first purchased the dryer (the very first day) it would not work. Whirlpool sent someone out and the gentleman (A&E technician) apparently left some screws off that damaged the rear felt seal. So, my homeowners warranty denied the claim. I immediately contacted Whirlpool who apologized and set us up with A&E. This is where my nightmare got worse.

After waiting 2 weeks, A&E technician showed up only to say that he did not have the part and it would have to be ordered (I told them what the problem was. Why come without the part?). He stated the part would have to be ordered and since it was so lite it would be sent regular mail. He continued by stating that would take 10-14 days before the part arrived. And so we waited.

My husband scheduled an appointment with A&E for June 25 (as instructed by the technician). The parts came and sat. On June 24, I missed a call on my cell phone at 8:03 p.m. It was an 800 number and I thought about not returning the call, but something inside me pushed me to return the call and so at 8:11p.m. I called the number back. I told the lady that answered the phone I thought I had received the call in error and she asked if I had a scheduled service call for anything. I told her I had a scheduled service for the following day. She said that they did not have enough technicians and would have to cancel the appointment. I thought well they will fix it soon and so I asked what date was the repair being rescheduled for. She stated July 2. July 2? I stated that was not acceptable and I would be expecting someone the following date (June 25) as had been scheduled. She said she would make a note of it.

I called my husband and he said to call them back and ask to speak to a manager. I did and it got worse. Nancy (the manager) offered no support. She stated they could not help it if someone got sick and also being that it was Sunday they could not contact anyone, so I was stuck with the cancellation of my appointment. I told her that I had taken off work and we had been reduced to going to the laundry mat (remember I have 5 people in my house and it is going on a month now). She said well I can go to work now. You talk about the lack of customer service. This company is the WORSE. I asked for their website address and she stated she did not know it. How do you work in the customer service area and not know the web address? I stated this must be a small company. She said no they were all across the U.S. I then googled on their name and found nothing but negative comments about this company. I said to Nancy I see from my search that this company makes a habit of providing POOR service. Everyone I pulled up has the same problem with you. She said is that all. I just hung up the phone.

I emailed Whirlpool because they were the reason I was in this position. I explained the situation and told them it was their fault. To not do better research on the companies that you allow to service your customers means that you don't care. I told them I hold them totally responsible for the situation I was in.

My husband contacted them on June 26 and stated the problem and that I had emailed them. The lady told him that they had responded to my email (I asked them to call me, not email me). He said that I was out of town. They tried to contact A&E while my husband was on the phone. Guess what? They did not care. A&E told Whirlpool they would not come out because they had no one available. Whirlpool did try 2 other companies, but neither had an available appointment for that week. They contacted A&E again who then promised to come to my home on June 28. They would call me to let me know what time. Well, that day has come and gone and I have yet to here from A&E nor has Whirlpool contacted us for followup. I did contact Whirpool though.

I emailed Whirlpool and told them what I think of them and A&E. Maybe had they googled on A&E's name as I did they would have gotten a clue. Right now I am not happy with either company. My dryer still does not work and I will probably have to pay for something that was never my fault.

I think both companies are horrible in the customer service arena. I would not recommend either to anyone.

Thanks A&E and Whirlpool for absolutely nothing.

A VERY, VERY DISATISFIED CUSOTMER.

I purchased a kenmore 500 series washer on May 25, 2007. Was told that they don't deliver in our area until Thursday of the following week. (Even thought they delivered 16 miles down the road to Camilla on Wednesday, going right by Baconton-twice) We said okay, no problem. Good thing that I purchased the three year warranty.

After they finally got the washer to the house on Thursday-after the time that was stated that they would be there. The person who installed the washer hooked up the cold to the hot and vice versa. After finding this out, he lay the hoses down and water flowed from them all over the floor. He fixed the problem, and left.

About two hours later, water was running out from under the machine. We called Sears and was told that they couldn't come fix it, that they would bring a new machine out. My mother called a plumber and he came and saw that the problem was where the pipes had been stripped out when the person doing the installation took them off and replaced them.

We called and let Sears know about this, and then they made an adjustment to my statement.

Well, as luck would have it, the washer is now leaking water out over the floor when it goes into the spin cycle. My mother called on yesterday, they were going to send someone out with a new washer on today. They would call back by 6:00p.m. and let us know when the delivery would be. We were told between 10:ooa.m. and 12:00p.m., they would call 1 hour before, they called at 12:25, arrived at 12:30. (Why say something if you are not going to stand by it?) Anyway, the second washer in a little over 1 month is now installed, please say a prayer, that maybe this will work (this time.) Makes me really wonder about making future purchases from Sears.

I tried to find the correct address to mail my complaint to, with no luck, I decided to put it here. Maybe it will help someone else receive better service in the future.

Sincerely,
Tekla Sellars

We signed a contract with Sears for a central air conditioning unit in December, 2005. They sent a contractor to install it in June, 2006. This contractor asked us to clean out our attic and said he would return the following week to install the duct work in the attic. He did not show up. After many calls we reached our sales department in Scranton, PA who told us the contractor had quit. They sent a second contractor who completed half the job and then never returned. The job was finally completed in October, 2006; the unit then broke after one month. We could not get Sears to repair it for another month. We have since been transferred from Scranton to Philadelphia to Albany. No one at Sears will take any responsibility for fixing this unit. There is not air conditioning on the second floor of our house; the last contractor told us that the contractor who installed the duct work did not install the vents to the second floor so we will never have air up there! We spent $14,000 for this and we can't even get it serviced. Our advice, DO NOT BUY ANYTHING FROM SEARS!

I have a big problem with the staff at Sears dental they are very rude and they make you wait atleast 45 minutes from your scheduled appointment time. The Orthodontist told me in the initial evaluation that he could close the spaces in between my teeth, well I took his advise and signed a contract with Sears Dental for $129.00 a month. He never closed the spaces and every time I came in for my appointments he never changed my wires or even instructed me that I had two cavities that went untreated for several months. The end result lead to him referring me to another dentist in the office for porcelain venures, dental bonding which means I would have to come out of pocket 4,000 more dollars that i did not have. I have never been treated so inhuman in my life. I ended up taking the braces off myself. Sears Dental is a BIG waste of time and you will pay alot of money and receive NO results. Please dont waste time or money with them. The staff treats you horrible, they dont know that patients, you will wait an extended amount of time, and the final result is your teeth look worst after you leave. They created more spaces so they could refer my to someone else in the office, so everyone in the office can make a profit from you. Thats really wrong. Now Im going in to get braces from a real professional. What a waste!

Although I was assured that there would be no problem returning a portable air conditioner purchased as a present for my mother, I was never advised there would be a re-stocking fee, but there was!

Sears, Roebuck and Company
Merritt Square Mall
777 East Merritt Island, FL 32952
Tel. [protected]
Fax. [protected]

On the evening of May 29, 2007 I purchased a Bunn coffee maker for $104 at the Sears located at Merritt Square Mall in Merritt Island, Florida. The specific coffee maker I purchased was sight unseen as the model that I purchased was not open and on display, whereas a similar item was. The fact of the matter was that I didn't want the model which was on display, I wanted a model that wasn't opened and on display. While checking out I was offered and explained in explicit and great detail the extended warranty that I could purchase; which I declined. I was also invited to apply for a Sears credit card; which I also declined. Not once was the mention of a restocking free ever mentioned to me PRIOR to or DURING the transaction. NOT ONCE!

After getting the product home and opening the box, I was shocked at the very poor quality of the product. I have been a loyal Bunn customer for a number of years and have always been pleased with their manufacturing quality. It had been several years though since I last purchased a Bunn coffee maker, but apparently in that time they've changed their quality standards. I decided that the quality was not worth the expense and that I would therefore return it for refund.

6/8/07, I returned to the Sears in which I made the original purchase to return the coffee maker. I was assisted by an associated named Nicholas. Nicholas informed me that there would be a restocking fee. I informed Nicholas that I was not aware of that, and asked him what the amount would be. Relating to my refund transaction which Nicholas was processing, he printed from his computer a paper which said the amount would be $6.00. Nicholas had trouble completing the refund transaction and subsequently paged for the Manager on Duty. After waiting for over ten minutes, the Manager on Duty arrived (I did not have the opportunity to get his name as tag on his lanyard had flipped around backwards). Nicholas handed the Manager on Duty my receipt as well as the paper he had just printed. The Manager on Duty looked at both, which I presumed he actually read. The Manager on Duty walked Nicholas through the refund process. The refund was processed and my receipt given to me. Upon looking at the receipt I saw that the restocking fee had gone from $6.00 to $15.67. That's a 161% increase!

I spoke with the Manager on Duty and explained my dissatisfaction; first with the restocking fee in general and having never been told that such policy exists, and second with the more then doubling of the $6.00 fee in which I was quoted by Nicholas. The Manager on Duty informed me of Sears policy, and then showed me the back of the receipt where the policy was written. Also worthy of noting, unlike what you see at Circuit City, Best Buy, Target, and countless other retailers; NOWHERE in the store did I see any sign or mention of a restocking fee.

I told the Manager on Duty that I would like to speak to the manager or someone higher on the food chain then himself. I was led to the store office and to Claudia Lamascolo ( clamasc AT searshc.com and [protected]), Store General Manager. I explained to Ms. Lamascolo my dissatisfaction and my position on the matter. The only thing Ms. Lamascolo chose to do was hide behind the policy printed on the back of the receipt. In no uncertain terms (and yes, I did say a single vulgar word a single time) I related to Ms. Lamascolo that I wanted a refund of the full $15.67 or at the very minimum to be charged only the $6.00 that Nicholas quoted as the restocking fee. Again Ms. Lamascolo refused, choosing again to hide behind and cite the back of the receipt. I then asked Ms. Lamascolo, 'so the only way I know and the only notice I have of the return policy is by what's printed on the back of the receipt, correct?' She replied, 'yes, it's on the back of the receipt.' I then asked for the telephone number for Sears Corporate.

While leaving the store I stopped at a checkout counter for something else and also to ask a few general questions. First I asked, 'do you know which items are and which items aren't subject to a restocking fee? The reply was 'yes.' Next I asked, 'when selling merchandise that is subject to a restocking fee, do you inform the customer of the policy PRIOR to the sale?' The reply was 'no, not all the time but sometimes I do.' I then asked, 'is it the store policy or Sears policy to tell the customer at the time of sale about a restocking fee?' The answer was, 'I'm not aware of any policy like that.' And finally, 'do you have a sign or notice here at the register or something that I'm able to see and read BEFORE I buy something and get a receipt that discloses the return policy and restocking fee?' To this the answer was, 'I'm not aware of any signs that tell of a restocking fee.'

Upon returning home I called the number [protected]) provided to me by Ms. Lamascolo. I spoke with a representative who identified herself as Ebony. Ebony was essentially useless, providing only the canned lip-service responses that you'd expect. However, Ebony did relate to me that the Store Manager does have the authority to waive a restocking fee and that waiving the restocking fee is at the discretion of the Store Manager. I told Ebony what I thought of the shady sneaky practices of Sears. About all Ebony could do was reiterate her previous lip-service. I then asked to speak with her supervisor. She informed me that there are no supervisors there that could help. I guess I'm to presume that Ebony, the entry level $6.00/hour Customer Service Rep is running the Sears show. I asked then for the telephone number to Sears Corporate, as in if I wanted to speak to the CEO or the COO, what is the number to call. She gave me the number of [protected]), which I intend to call on Monday.

Sears is REALLY good at telling you all about the extended warranty that you can purchase when you're standing at the register. Sears is really good at trying to get you to apply for one of their Sears credit card when you're standing at the register. But when it comes to telling you they intend to swindle from you if and when you return certain items, they conveniently find it unnecessary to tell you of that. How am I supposed to know the return policy if the policy isn't offered to me until AFTER the sale when my receipt is provided?

My position is simple. If my purchase is subject to a restocking fee, then fine, but shouldn't I be afforded some opportunity to become aware of that policy in some form or fashion BEFORE I make the purchase so that at least the purchase is made by informed decision? If I'm not entitled to know the return policy until AFTER the sale when I'm presented my receipt, how is it that Sears is entitled to perform such swindling? My position has NOTHING WHATSOEVER to do with the $15.67. It does however have everything to do with being an honest and honorable merchant. It does however have everything to do with being a Store Manager who can do what is honest and honorable, ESPECIALLY when it's within their discretionary authority to do so.

My point Ms. Lamascolo, don't I have a right to know the policy PRIOR to the sale? My point Ms. Lamascolo, doesn't Sears have a moral and a legal obligation to inform their customers of such a policy PRIOR to the sale instead of after the sale is completed and the receipt provided?

It's been fifteen years since I've shopped at Sears. It will be the rest of my life before I ever shop there again as I will not patronize such a dishonest and greedy company. And for the rest of my life, when the opportunity arises, it will be my personal objective to honestly relate my experiences and discredit Sears. Ms. Lamascolo, as and agent of Sears, had the opportunity to do the right thing. She had the opportunity to show Sears and herself in a favorable way. She opted to be an unprofessional coward and dishonest corporate puppet.

Regards, from a 100% dissatisfied customer
T. C. Fell
206 Jackson Avenue
Cape Canaveral, Florida 32920

I enrolled with sears master gold card. (bad move) For some reason they sent my bill to the wrong address and I didn't get my bill for two months. Since I was in Florida I didn't think it would be a problem getting my mail forwarded. They sent the bill to my physical address and the post office sent it back. It should have been sent to my mailing address. I got a letter from a collection agency so I called them immediately and found out what the problem was. They told me they would take care of it. So I sent them what I owed them. This month I was charged $85.00 late fee for two months and interest also. I paid it reluctantly with hard earned money. I paid it because I know that nobody cares as long as they get money.

It doesn't matter who has to pay. I have never been late on any payment. And my charge cards are zero balance. I am so angry that I think its time to get rid of a bad penny. I know you wont do anything about this but at least I have vented my anger.

I purchased this Kenmore 44152 washing machine (front loader) about 1.5 yrs ago. Now I have to move to a new home and apparently the delivery folks who installed it did not leave the fastening bolts required for the move. I went to the SEARS store where I purchased it and the salesperson said that this was typical - all components not necessary for the operation of the appliance are removed. He gave me two telephones - a delivery and a local parts. Neither of them can help me. So it seems that when you buy a washing machine - you are stuck with leaving it there! Well, I am not done with these bozos... I am going back to the store and will demand I talk to upper management. Bottom line - DON'T BUY ANYTHING FROM SEARS! They are a bunch of thugs. Clearly, when I move my machine now, I will incur damage - and then I am absolutely sure that they will be more than happy to fix it for a price that will probably exceed the price I bought it. Way to go SEARS!

Sears is doing with their appliances what they did in California with their auto service a few years ago. When that scam was uncovered their auto service business went downhill. They would tell customers they needed parts replaced in their cars, when they didn't need them. I had a service technician come to my home to service my washer. She told me I needed a part that was no longer available. And it would be better for me to buy a new washer. When I checked their parts department they said it was available, so I ordered the part. On the day it was due to be delivered I called to verify shipment and was told it was no longer available. After many back and forth conversations with Sears promising to return phone calls, which never happened. I had to always call them back because they know nothing about keeping their word. Come to find out when checking my manuals and calling other companies, I didn't need a part at all, my washer belt slipped off. I have been a Sears customer since the 1960's. I have bought my last from Sears. I will be calling other repair people to do my repairs. I will be buying my appliances at Lowe's, Home Depot and Best Buy. With the unnecessary stress from the attitudes of their customer service people and the scamming of trying to make me buy a new washer from them, for me its bye, bye Sears. If everybody would stop buying from them they will soon go out of business. Maybe then they will wish they would have done the right thing by their customers, but it will be too late. When people try to take you for granted you need to show them that they're not the only store with appliances. Stop shopping at Sears, you can do better somewhere else. Look for other technicians to repair your appliances you don't have to call Sears. There are plenty of other technicians that repair all products.

I live in Brooklyn, NY, maybe not Sears country. I have a warranty on a Kenmore water heater. It failed on Sunday, May 6, 2007, after 13 years, quite reasonably. I called the number on the warranty, which is the same as the number on the website. I had an appointment for 8-12 am on Monday, May 7, but nobody showed up. I tried to find this item on the website, but the connection appeared to be down all day. Calling the number required trickery to get a live person, otherwise all I heard was the message that I have an appointment for 8-12 am. Finally an old guy (not a plumber, a guy in a suit) showed up at 2, but all he did was check that indeed the water heater had failed (DUH, water all over the floor). I had turned off the inlet and the gas. What was that about? The fact that the thing ran 13 years is pretty amazing.

A half hour later someone called from IOWA to confirm that maybe tomorrow a water heater will be installed -- they will let me know!

On Tuesday, May 8, I got a call at 7:30 AM from the plumber, to install the water heater. That's the good news. The bad news was that they will be there some time between 11 and 5. They actually arrived at 12:30, were done at 1:30, and I got in a few hours at work.

Used to be, they showed up when they were supposed to, WITH A WATER HEATER, and it was replaced RIGHT AWAY. That is actually why I had the warranty. Well, never again, SEARS! And I was a big Kenmore fan too.

What happened to "SEARS"?

I have an elderly friend who has a service contract with SEARS for her refrigerator. Last month it stopped working. She lost all her perishables, then it took them 5 days to come and fix it. Less than a month later it broke again, this was last Wednesday, May 23. Again she lost all her perishables. This time they will be out to fix it on June 5th.

My friend is a 76 year old insulin dependent diabetic. Why would it take 2 weeks to come out to fix a refrigerator? I explained the situation to the repair center and all they said was that they were sorry. I consider this an emergency. We have a large percentage of elderly living in this state and this is how we treat them.

She has been staying with our family until the refrigerator is fixed.

SEARS use to be the elite when it came to customer service. What is going on?

Carol Marchese.

I was shopping at Sears and saw a box with a hardwood floor cleaner inside. My daughter just bought a home and had asked for something to clean her hardwood floors. I obtained a salesperson and asked about the product. None were on display. He said it was not a vacuum. It dispensed a liquid on the floor and wiped it with a pad. Since I was buying the product for someone else I asked the salesperson if I could return it and he said yes. My daughter did not like the product and I brought the product back to Sears and was charged a restocking fee. No one ever disclosed the restocking fee when I asked if I could return the product nor were there any signs posted saying that Sears charges a restocking fee. I called the store manager the next day (he was not in that evening) and my phone call was unreturned. I called the Sears Home Office and they said they do not reimburse restocking fees. The only time that a customer finds out about the restocking fee is on the receipt which is AFTER the product is purchased and it is too late. They lost a 20 year customer.

Sears has no intention of honoring their "hassle free return within 30 days " policy. I purchased a lawnmower from sears and it worked for 15 minutes. I put fresh gasoline and an entire quart of oil in the lawnmower. When I tried to return the mower (less than 24 hours later), I was told that the lawn mower could not be returned because I broke it. I could not believe my ears! First they accused me of using gasoline that I had sitting around for over a year, which was false because I had just purchased fresh gas before my previous lawn mower broke that day. Then they said I did not put enough oil in the mower! Hello? I used a whole quart. They said I couldn't have.

To make a long story short, I had to send the mower out for repairs, that did not work in the first place, and was told that it would cost up to $110.00 to fix it!

Please, Please, Please, do not purchase any lawn equipment from Sears! It is a rip off!

Sears in Albuquerque, New Mexico

Short Version

I purchased four stainless steel KitchenAid appliances on Saturday, February 3 for nearly $6,000. First delivery was on Saturday, February 24. The refrigerator was scratched, the stove was dented on the side and the wrong dishwasher was delivered. The second dishwasher was delivered on Tuesday, February 27; it was dented in the front. Third and correct dishwasher was delivered on Tuesday, March 13. I was given a $150 gift card to keep the refrigerator and $100 gift card to keep the stove. Both were less than 10% of the purchase price of each appliance. With one gift card, I purchased a black toaster from Sears.com. Three weeks later a red toaster arrived. Its not simple exchange but a rather complicated process where UPS picks up the incorrect item, upon return to the warehouse a credit is issued and check sent back to customer, then a new product must be ordered. The only reason I purchased the appliances with Sears was to get a 10% rebate for purchasing three or more appliances. The items were sold on two separate receipts (see long version for full story). I received the 10% cash back for the first receipt but the second receipt was ignored. I called to correct the mistake. Its now nearly June (4 months after initial purchase) and I still haven’t received the remainder of my rebate.

Long Version

This was the worst experience I've ever had. I purchased four Stainless Steel KitchenAid appliances on Saturday, February 3, 2007, with a total bill of nearly $6,000. As was expected, nothing was in stock so I had to wait nearly one month for initial delivery. On Saturday, February 24 my appliances arrived. I asked the delivery company to unbox everything. They said it was company policy not to unbox the microwave and dishwasher. I removed the front door so they would have plenty of room to get in. Just as the delivery service left I opened the dishwasher to find a Kenmore dishwasher. I immediately called the 1-800 delivery number and was told they would dispatch the delivery drivers to turn around. I received no return call or dishwasher that day. On Monday, February 26 I called again and was told I would receive a call back to schedule a delivery time. At the end of the day I still hadn’t received a call. I then went to my local Sears to speak with a manager. They called the 1-800 from the store and spoke with a representative. I was told my dishwasher was misplaced and a new one would have to be ordered. They scheduled a delivery date of March 13. Mysteriously on Tuesday, February 27 I received a call directly from the delivery driver. He had my dishwasher and could deliver it that day. I met him at my house where he exchanged dishwashers, again not opening it. I opened the box to find two huge dents in the front. Luckily another one was on order and to be delivered on March 13. I finally received a “good condition” dishwasher on March 13. Now back to the other appliances, as I was cleaning the refrigerator I noticed a large scratch on the side of the door. Apparently when they were bringing it through the front door it got scratched. The stove also had a large dent where the drivers had used a dolly strap to secure it to the hand truck. I called to report the two damages. I received a $150 gift card for the damage to the $2000 refrigerator, which is less than 10% of the purchase price. I also received a $100 gift card for the damage to the stove which again was nearly $2000. I purchased a BLACK toaster from sears.com since it was not stocked at my local store. Three weeks later I received a RED toaster. Upon calling customer service I was informed of Sears’ ridiculous exchange policy. UPS would have to pick up the incorrect toaster, upon receiving it back in the warehouse a check would be issued back to me, and then I would have to purchase a new one from the web again. This would be a four to five week process to fix their mistake. Also, since I had originally ordered the toaster the price had increased. I was able to return it to my local store and get yet another gift card for the purchase price. This now bring me to my rebate fiasco. I purchased the appliances at Sears because they were offering 10% cashback for three or more appliances and “free” delivery. Since the salesmen work on commission, I purchased the refrigerator from one person and the microwave, dishwasher, and stove from another salesman. This means I had two receipts to mail to the rebate center. Four to six week later I received a check that was far less than the total 10%. After calling the rebate center customer service and walking them through the receipts line by line (I am a college math professor) we determined they had completely ignored the refrigerator and delivery rebate. I was told my check would be sent within another two weeks. Two weeks later I received nothing and called the customer service center again. I was told a check was mailed but it was again for the wrong amount. Some supervisor had changed what the service representative and I had fixed. I immediately asked to speak with another supervisor. After again walking this supervisor through the two receipts line by line, he agreed that I had been sent the wrong amount. It is now nearly June, which is four months since I had originally purchased the appliances, and I still have not received my full rebate. The service center claims a check was mailed nearly 30 days ago. I guess the US postal service must have lost it (I am being extremely sarcastic in case it’s not obvious). The service center says I have to wait the full 30 days before a stop payment can be issued and a new check sent. I sent an email to Sears National Customer Relations center and have not received a response. To be continued...

I bought a stainless steel Kenmore dishwasher in February. I was told by the sales person that I'll get a $60 rebate from Sears for the delivery. She printed out two receipts for me: the official receipt and the receipt to be used in the rebate submission. I was told that I only needed to submit the rebate receipt and to hold on to the official receipt. Fine.

After sending in the rebate application, I received a letter in April saying that my submission was denied. It was a form letter, and it was not specified what the reason for the denial was. I called Sears, and the guy I spoke with said that there shouldn't be any problems with my rebate and that I should expect a check in 15 days. A month passes, and I called again. This time, a woman claims that I never submitted a receipt to them! I talked to the local sales office in town, and they promised to try to do something about this and will call me back. Of course I haven't heard from them since.

This happened to the rebate we were supposed to get for a freezer we bought a few years ago, too. I never kept track of that one, so it's partly my fault. But this second case shows a pattern.

So that's it. I'm never buying anything from Sears again. We are planning on buying a new range and refrigerator, but I'll be going somewhere else. I'm also cancelling my Sears credit card and my membership to the Craftsman Club. If anyone asks me, I'm going to tell them to forget buying anything from Sears.

I ordered a riding lawnmower part on 5/3/07 from Sears with an estimated delivery date of 5/7 via phone [protected]. I was told it was available, and clarified that it was not on back-order. When it did not arrive on 5/8 I called Sears and was told it was on backorder, and when I mentioned that I specifically asked about that when I ordered the part, I was told that system must not have been updated; they apologized for any inconvenience, and they did not know when it would come available. I immediately found a local service man who ordered the part at 4:30pm and had it in the following day, from Greenville, SC, for 2.5 times the cost of Sears (I think it was worth it). I immediately called Sears back that afternoon to cancel order; was told it was canceled and would see my full refund soon including shipping, as the part had not been shipped. On 5/11, I received a call saying order could not be canceled as it had already been shipped. In order to get full refund, I requested how to proceed once the part arrived. Rep did not know when it would arrive the manufacturer had not provided a tracking number. I was instructed to simply watch for the package for the next 5-7 business days and refuse it when it arrived. I explained that I could not sit at my house and wait for UPS driver to come whenever. I was then told I should accept the package and then ship it at my cost back to Sears, who did not believe they could compensate me for postage; however I should purchase delivery confirmation as proof of delivery. So, I posted note on door, and called back everyday to try and get tracking #. I finally got the tracking # on 5/17, from Sears, the day package arrived, this is when I learned that the part had not been shipped until 5/16 from Greenville, SC, presumably the same placed that shipped the other part I received 8 days earlier. The tracking # (provided by driver and matched Sears tracking #) showed delivery back to company in Dallas, TX on 5/22. I called Sears on 5/23 and was told the company did not have part (Sears rep – Kendra in customer relations – parts department). When I told rep I had tracking number that showed part had been delivered she said they did not have it, and this why I should have accepted the part and shipped it back with delivery confirmation, at my cost, because my tracking # was not proof. After disagreeing with her for 5 minutes she finally agreed to look up tracking #, agreed that the part had been delivered, and must not have been processed. However, because I refused package instead of reshipping it myself, my refund would not show up until the next billing cycle. When I told her that I merely did as I was instructed by another cust rep, she stated that I should not have been told such, and there was nothing more she could do. I explained I used to work with Sears in Maryville, TN and when we had a customer that was upset we got a manager to satisfy the customer, then I was put on hold and transferred to the repair center (not a manager). That person transferred me to Kenny in Mobile, AL, who is a customer service rep “with manager authority.” I told him situation, and that I was displeased. I explained that I received too many mixed messages, I had been told things that were not honored, I was not told things that came back to frustrate later, and I wanted Sears to show that they care for their customers. I should get a full refund, after over 5 hours on the phone, and after at least a month since I originally canceled the order. For my trouble, I asked Kenny to authorize a free oil change ($22 value), as I use Sears for batteries, tires, oil changes, little auto stuff, etc which they could look up in records. Kenny responded, "I cannot do anything more for you sir. I have already refunded your shipping." Wasn't that supposed to happen anyway? I canceled order on 5/8, (8 days before shipping). Sears never should have paid for shipping; they had plenty of time to not ship item. Why can't someone pick up a phone and cancel the order manually.

Sears has scheduled delivery for 5/19, with a notation of our need to have prior to 3:00 PM. Call on 5/18 evening confirmed arrival at 2:00 PM. We cancelled and re-scheduled at 2:45 when a call to Sears told us that delivery would be about 3:30 - no apology for time change. Re-scheduled for 5/20 afternoon, with call to us during evening of 5/19 to verify. Attended event, so cell off that evening. When turned on next morning, no call, so contacted Sears to find out time. Told then that no one authorized the delivery, so was scheduled for 5/21 AM. After lengthy altercation with scheduler, was offered $50 for "inconvenience". Delivery man arrived on time 5/21 AM, but with wrong pedestals for washer and dryer. Now the nightmare really begins. Have talked with three different phone centers, none of whom supposedly are authorized to help me get the right parts. I must call the store where I purchased the appliance for them to correct. Have called the store three times, and each time the auto-attendant system has told me that the main office is busy and has cut me off. Can anyone help, or is the just how Sears does customer service?