Sears
Reviews and Complaints

I am sorry these people are having this sort of a problem with Sears. In my personal experiences I have had only the best possible service. However, it was not in a Southern State. I was on the West Coast and customer service seems to be better. I have had problems here with other things that amounts to the customer service being problematic, that is why I am wondering if it is a "Southern" attitude. If I had the same problems, I would request my money back and return the dryer. If the dryer does not shut off as it is intended to, that could be a safety issue in my opinion. As I am currently without a working washer and dryer I appreciate the input from these parties.

I can totally sympathize with the frustration this gentleman is experiencing. I’m in the middle of a similar issue with Sears over a dishwasher. I will NEVER do business with this company again and will warn anyone thinking of purchasing an appliance through Sears to rethink that decision. In the long run you’ll pay the price of inconvenience, poor service, extended time away from your place of employment, and lack of satisfaction, no matter what a “good deal” you think you are getting up front.

Horrible company to work for and just as bad for the customers. I was hired on as a PART TIME associate last spring. I had just had a baby and was breast feeding when I started my job there. (This is relevant b/c of what happened next) I was "trained" maybe 2 days after starting with the company before being left alone in the studio. My manager Jamie was one of the ones that doesn't answer the phone when you call with a question. I hadn't been trained properly on the SAS (register) and had a lot of questions which went un-answered. She was also rude with customers, on occasion yelling at them and just putting out a very angry rude persona. Now, two weeks after I started working my manager started having me stay late. This wouldn't have been a problem if she hadn't MADE ME CLOCK OUT FIRST! The first time it happened I was there 15 minutes after I clocked out. Then it became an hour and once even 2 hours OFF THE CLOCK! When I called corp. they said I had to be able to prove that I was in the store working or there was nothing they could do. After working there for roughly 3 weeks my manager was called to another store. (At this time it was just the 2 of us working, one other girl who was available only one day a week) I was thrown into the role of "acting-store manager" with the same MINIMUM wage pay. And had to work open to close 4-5 days a week. I asked for help with equipment, training and begged for her to hire some help but it never happened. I worked 45-55 hour weeks, worked through lunch and well after closing time b/c even though I was alone in the store we still had to schedule closing appts.( I had to stop breast feeding b/c there just wasnt enough time to pump or feed. ) It was work, sleep, work. My husband became frustrated with my absence so I continued to ask for hire help but this went unacknowledged. I asked the regional and district managers for help but all I got from them was the District manager (LeDawn) saying that if I ever went over her head to Regional again that she would fire me herself. I finally left the company when my manager called me on a weds night after closing to tell me she had changed the schedule and that I was to work on Thursday morning (open to close)... less than 12 hours away. I told her I couldn't do it b/c I had an appt in the morning and she said ok. When I got there the next afternoon for my originally scheduled shift she was typing a "Write-Up" into the system for me. She said I hadn't shown up for my scheduled shift. Even though she knew that I wasn't coming in for it she called it a "no-call no-show". I quit the next day. Since then I have tried to schedule appointments with the company for my children's picture and our family portrait but my calls have went unanswered and my messages are never returned. ~Harrisonburg Va.

I am currently an employee at sears portrait studio. i have worked at this location since aug ive also worked in another location (which did not last long) and also wal mart (for seasonal). all though im in canada everything is the same. employees are treated like ### the managers and district managers are rude and dont take care of their employees. so i completely agree with everything youve said. I wanna say that i have not been paid for 71 1/2 hours that i worked almost 2 months ago and my manager has done nothing about it! i called her last week and she still hasnt called me back and ive been bugging her about it for the past month to fix this issue. ive talked to the lady that does payroll and she cant do anything until my manager has confirmed my hours which im assuming she hasnt done since i did not get my money yet. i want to quit but i dont trust them, im waiting till i get my money before i do that!

i'm taking this opportunity to ### about everything and get it off my chest. my manager is lazy and dosnt do her job, she gives me ### hours. i work one day a week. so i work a second job, and their were many times when i couldnt go into work at the studio because she calls me the day before to tell me im working but im already scheduled at my other job. and thats ridiculous! as a manager she should have the schedule ready at least a week before. she dosnt keep the studio organized, i can never find anything when i go into work. also she dosnt deal with issues when shes not at work for example a customer came in and wanted a refund on passport photos my MANAGER took and since we arnt allowed to give refunds i called her and told her the situation the customer requested she speak to my manager on the phone and my manager litterally said "its my day off i dont want to talk to her" and left me to deal with it, my manager didnt even know how to do a refund i had to figure it out on my own! my manager also didnt know how to scan photos and that i also had to teach myself. my manager also dosnt inform me of new coupon or offers so when customers come in with one i end up messing up on it and i get in trouble by the DM even though its the managers fault she didnt explain it. and often when my manager gets in trouble with the DM she finds a way to blame it on me! now i realize that we have to do certain things with our photos like tummy and arm poses. but when the kid wont stay put thats near imposible, so i like to take candid type shots of the kids looking off somewhere or playing with a toy and the parents LOVE that stuff they think its adorable and yet when my manager reviews my photography she says my photos are ugly and that im not doing a good job when in reality i get so many compliments from my customers they even ask me for business cards and i almost always sell a package (if the customer is willing to spend the money. im not into upselling or trying to make them buy more then they need. i hate it when people do it to me so why should i do it to them) my manager even insults my photos in front of customers.

SUMMARY:
this is a terrible company to work for. if you love photography i strongly recommend you do not apply at sears/walmart portrait studio. they are slow on paying you after you start (if they even pay you), they treat their emplyees like absolute ### and you spend more time making cold calls (like telemarketing) rather then actually taking photos. working for them will KILL YOUR LOVE FOR PHOTOGRAPHY! you have no creativity and when you try to be creative they tell you your doing it wrong or its ugly! managers are rude towards you and will insult you in front of customers. they expect more from you then humanly possible and the pay is not worth it. PLEASE PLEASE PLEASE IF YOU LOVE PHOTOGRAPHY DO NOT WORK FOR THESE PEOPLE, DONT LET THEM KILL YOUR PASSION LIKE THEY DID FOR ME! i have worked at 3 different locations and they were all the same, i got treated poorly in all of them and the hours where ### in all of them! they will promise you stuff like more hours but they will not give it to you! this company does not care about photography, their employees or their customers, they only care about making money. THAT"S IT.

I worked/managed Sears Portrait for five years. Loved the families, my sales were great, but... no lunch breaks, working off the clock, and I never had time for my family. Sooo stressed out at home and on job.
The company don't care about anything except $ It's costing them loyal customers. They hire seasonal on in bulk around Christmas. They get two weeks training if lucky. Managers get write ups for employees that cant succeed because they didn't receive enough training before Christmas rush! Managers work 6 to 7 days a week always on call or being called on day off. Two weeks training to learn sas system, photography, sales process, hours on end of paper work, cash control, computer/camera equip break all the time. You get 0 training for that area and have to fix it alone. Single coverage makes that fun! Ha!

The employees now have to advertise and bring in customers because Corp don't spend a dime to advertise in phone books or anywhere else. Employees cold call with a threat from Corporate company must have a certain amount booked and called. We offer you free stuff. In the end employees are threatened for giving away that free item without a big sale. So rather than advertising Corp makes employees beg with a bribe and then if sales are down employees are given a write up with a warning.

My sales were always good or amazing but I'm just a rockstar with my families. I just reached my done point with the company. In my years of working Ive watched them change...now they seem out of control, desperate, and going downhill.

Wonder why old managers are gone. If they didn't quit then here's why...They've been firing the high wage managers then rehiring new ones with no experience, train them for two weeks if lucky and expect them to manage a studio ran by unorganized people who also have no idea what they are doing. Proper training problem here is only the beginning of CPI Cporp's problem!
I quit at last!

I agree with all of you. But, I want you guys to know that it is not Sears who handles any of these portrait studios. This is an outside organization. CPI handles Sears Portrait Studios and they also handle Walmart, Picture Me Studios too. They do not train employees properly, they expect all employees to work and do everything all day such as: photography, sales, answer phones, and even bring outside people in for the day. They push these people to upsell and enhance. If they do not push high sales, they are written up and some people even have the chance of losing their jobs. The company allows people to schedule appointments even at closing time. The employees even have to work through lunch at times. The company does not even come in and repair the equipment, they let it fall apart. These people even if a photograper are only paid $7 an hour except for management and usually there is only 1 of them or maybe 2. People are trained so fast and then expected to be able to handle everything. I have found a very good studio in Lakeland, FL and the manager there is great, Mandy Lang and her sales associate Melissa Hearon. They have to take pictures, sell, answer phones, and do it all. They usually work the day completely alone. They have had to work with only one camera studio now for months. It broke down and CPI has yet to come repair the other camera room. The other camera room has many problems as well. The company really needs to update its equipment and keep the equipment in working order. Both of these ladies take wonderful pictures and have very good customer service. This is located at Sears Essentials, on Florida Avenue in Lakeland, FL and at present they plan on closing this store and putting in a Kmart. This is a shame. I hope that Kmart keeps the picture studio (which will be Olan Mills then) and hires on these two lovely ladies. Now there are three other studios that I know of that CPI runs in Lakeland. I am not impressed with any of these. Please save the Sears Essentials/CPI-Sears Portrait Studio. Please save the jobs of these two lovely ladies. Thanks again, Amber Moore

I recently took my son to the Sears Portrait studio at North Point Mall to get pictures take for a belated Mother's day gift. I have never been to this studio before, I usually go to The Picture People, but they recently closed their store at this mall. I called Sears to let them know I was running late, but I ended up getting there right on time. They rushed me back to the studio telling me I didn't have time to fill out any paperwork b/c they were too busy (no one was there). I think the issue was she didn't know how to take photos that weren't "point and click". She wasn't able to capture a single picture of my son. Then she kept leaving the room when I had my son all ready to go and smiling. I almost took the pictures myself. She pretty much told me our session was over, didn't show me any photos and told me to come back and schedule another appointment because she was so busy. When I left, no one was there. I was outraged. I walked around the mall before realizing there was another studio at JC Penny's. They heard my story, saw how upset I was and squeezed me in for an appointment. I wasted my morning with two idiots at Sears, what made me more upset was by the time I left the mall, I had to walk by the studio to get to my car and still no one was in Sears. Grrrr I will say the sales associates at Sears were very nice but the two boneheaded kids in the photography dept. need some major help customer service skills.

We was I client for Sears Portrait Studio for 7 years . We are so disapointed off customer service we always use same coupon, same price . We went to take pictures and at the end start telling all extra charges, you have to pay extra 25$ for standing, which we never pay before . As soon as they tell all extras for not even profesional pictures, I say I don't want any off them, they still ask me to pay the fee for taking the pictures . Waste all day for nothink, so disapointed, we will never go back again .

We recently had our family pictures done. We were their before our appt and ended up leaving 3 hours later. Jenna took approx.40 pics only 18 was shown to us and enhanced. 200.00 i brought disk home to have a look at all the pictures. Well the scratched close up on the background on one of our pictures was awful! They need to replace background after many use of wear on them. I am praying when my package comes in they will fix it in the picture if not i WILL get my money back. They only had one person working and we had to wait a long time for her to sit down and get our order done. I will NOT use sears again. Jenna was a great person but sears in general needs more people working and needs to get better or newer backgrounds. I am glad i have the disk with the pictures and bad background for proof in case i need it for future proceedings. Pictures taken in Concord NH in March 2011...

I too have had the worst professional experience ever with Sears Portrait Studio in Fort Wayne, IN. There are so many reasons why I was unhappy with the service, that I don't even want to begin explaining them. Let's just say this much...I gave the local studio, the district manager, and multiple customer service reps the opportunity to fix the problem. The local office had a picture, name, and phone number of the district manager. Then when I called the local office to get the district manager's name and number, they were different than the one I saw on the picture. THEN when I called the number they gave me, I got a voice mail...which had ANOTHER name. THEN when I got a return phone call (blocked) supposedly from the district manager, it was yet ANOTHER name given to me. HOW MANY DISTRICT MANAGERS ARE THERE? So then I decided to talk to a customer service rep. I repeatedly asked for the district manager's manager or the coorperate's phone number, but they refused to give it to me. Eventually after sitting on the phone for over an hour, we finally came to an agreement that I would be getting a partial refund, but not total. (I planned to take them to court for the rest)...It's been two month now and I still don't have the refund. I even had the local manager call and find out what was going on, and they told her (supposedly) the same thing. That my refund had been issued almost two weeks ago. Since when does it take almost 2 weeks to get a letter in the mail from a state that isn't even that far away? I thought Sear's was an upgrade, when actually their service was at the bottom of the barrel. How sad.

i love photography and what they do to customers is rediculous. there is a 9.99 package if you have a coupon it is not better for u to get wheeled and dealed into a 200 dollar package they have even change the prices now but not really if you add it up its 10.00 bucks different then the regular price which is another collection under that one they will start you off with the " most popular collection" allot of the photographers are lazy my friend lives in in va beach and she says that the manager in the pembroke mall sucks and she cant figure out why she is even a manager she is fat rude slow and her pictures are crapy there are two other associates that work there that she would rather have take her pictures but the manager treats them like crap employees at sears get treated like crap and are way under paid they get minimum wage the studios are always filthy i saw a rat in one i'm quitting soon so i there ya go

i work for sears here ya go 1888cpisupport

Since August 2021 I am still waiting for Sear's to issue me a refund/credit for my refrigerator which I had insurance on. I have been given the run around for months and every time I call I am never able to speak to a supervisor. Every time I call I get promised promised that my credit will get escalated to a supervisor but some how the previous person I spoke to did not get it done. They are a able to see my notes on all the times I have called and what was supposed to happen but as of yet I haven't gotten anything but broken promises.

Do not buy their warranty. My microwave broke and the inside spring broke so now it will not work. I actually had a repair person out when I had to have my fridge fixed (that was another fiasco) and he said it would be covered. I had to spend $75 for it to not be covered. When I had my refrigerator fixed, it took 6 weeks to get them to come out and another 3 for the repair appointment. Per the repair man, its a known issue with the Kenmore and he had a truck full of compressors that he replaced. I told them it was the compressor over the phone as my repairman had already been out but no, they have to come out to dx it then come back again to fix. Today, the repairman for the microwave was supposed to look at 3 items, he said they only input one item. So now I have to pay again for another repairman to come out. Today, the appointment was between 8-12 and he showed up at 1. Now I have another appointment and will require me to be there again from 1-5. Do they think we have all the time in the world to take off work to wait for them? Especially when you made an appointment thru Sears center, the person input it wrong and only put 1 item in for service and now the provider says too bad, they don't see an appointment for 3 things. I am not impressed at the cost, I should have gone with a home warranty from the realtor again. I do not recommend Sears products, their warranty or their service provider.

Had my roof replaced December 1. Job was not good, even though it was inspected "by a 3rd party" inspector. He was a photographer for them, nothing more. Still finding nails all over the place. Wish this was my only complaint.

Paid a lot of money for this roof. Probably much more than I should have. Some of the shingles have not laid down and many are puckering all over, especially out front, which looks terrible. The ridge vents look like a saw tooth. They have also not laid down. The installers dented my gutters. This job looks to have been done by total amateurs. Funny, that the salesman commented on how terrible of a job PJ Fitzpatrick did next door? Their installation certainly looks much better than mine. Maybe he should take a look at his own work?

In the rear, a section of roof replaced looks awful over my bay window. The shingles do not meet the J-Channel, which I am sure will lead to problems in the future.

Have attempted to get this rectified by the salesman/project manager on several occasions, through email. NO RESPONSE to date. I will never, ever recommend sears to anyone, nor will I ever deal with them again for home repairs. I was given a 50 year guarantee, but can't even get a simple reply to my issues. How will they respond if I have real issues in the future? It's little wonder Sears is going under.

Given, that I have received no response to my complaints, I have no alternative, but to submit my complaints to the Better Business Bureau. It won't be pretty. I did advise the salesman I was going to do this months ago, but apparently, he or Sears does not care.

this service, for my home is despicable, and unreliable. let me share my story, my elderly sister in law takes care of my down-syndrome brother in law who also suffers from seizure disorders and alzheimers. their heater has been out for one week and also its very cold in this region of the suburbs of Clifton heights. these people told my sister in law that they would be out 12/27/2017 and she just now receives a phone call that they will not be out until after the holidays!, January 3! really is this how you treat your customers who have a contract with sears? how long do they have to be without heat in this, the coldest part of the season? these people should be held accountable in some way shape or form. my sister in law told these people the situation but all they could come up with is a "sorry." she is now using a space heater and the stove to heat her house, waiting for these people to come out. sears deserves to be out of business.

Made an appointment weeks ago for Sears home repair to come out on October 12, took the day off. They call me at 12PM to tell me I have to reschedule due to a scheduling discrepancy and now I have to wait until November 9 to get my appliances repaired. This is ridiculous and pathetic.

Sears is the worst their repair, service and parts department been without my refrigerator for parts as they say is on backorder and yet I can find the parts on line for next day delivery and then they insult me with a $40 gift certificate for K-Mart or a Sears purchase. Been a customer of Sears for 30 years NEVER AGAIN will I buy anything from them.

Sears 1-800-4-MY-HOME is a nightmare. Our glass front on our range oven blew out. We have been given complete Bull. They claim the glass is for decoration purposes and it does not interfere with the oven usage. This person LESLIE extension 8242 told me to turn it on. I told her to send a service person out to see if it works. I was not going to get more glass in me if the second glass decided to blow out. Do these people realize how stupid they sound? The way they want to end the problem is to send me to the cancellation department so I have no warranty at all. This is why SEARS is going into the toilet.

called to get my garage door opener fixed less than 1 year old, called 18004MYHOME, and they were great, answered my questions, scheduled my appointment, but then no one showed when they were supposed to? they finally called and stated that they would need to reschedule appointment can't make it, okay we reschedule, no one shows again, call to find out why they state that they did call and someone? canceled appointment, so I am getting frustrated called again to reschedule wait a few days and service tech shows and states that "Oh this is warranty work, I cannot confirm warranty work" need to call 18004MYHOME again! to schedule another appointment... must have talked to 8 different people on the phone it was wrong dept, cant help you, phone hangs up, you have to pay for service, until again Jose tells me he can help, schedules someone to come to my house the next day, he is baffled, at what I have been through so far, assures me all will be fine, next day NO ONE SHOWS! call back to find out what's going on, lady states my schedule was cancelled and that we need to call back and let them know that this is warranty work, call again speak to someone who tells me I have to pay for someone to come out and diagnose my garage door opener, ( even though I already had service tech there who states is broke, but he can't actually say it broke because he doesn't do warranty work, ) then I have to pay a hourly rate for the service tech, remind you the thing is only 10 months old, I will pay as much as the unit is worth for a new one to have some one fix or replace, can just go buy a new one, don't forget about the pay that I will lose for the 4 half days of staying home for the service window that no one shows up for EXTREMELY FRUSTRATED AND DISSAPOINTED, I have been buying craftsman for years this is the worst experience ever,

I have a stand up Frigidaire Freezer. It is under the home warranty until 2018, which I paid a lot exgra for. Today August 23rd I called Sears Repair Service to have service person come and fix it. I was told that the first appointment available was 9 days later, Sept. 1st. I explained to her that I can't wait that long. I would loose all the food in the freezer. Who was going to pay for the ruin food. She told me she was sorry, but Sept 1st is the first available appointment. I explained that I would never again get another home warranty contract and that I would bring Sear's to Small Claim Court (No Lawyer allowed) and charge them for a repair by another sourse and the cost of lost food.

I ordered a new dryer and scheduled delivery for yesterday 2/16 . We had snow Monday so I scheduled the delivery for Tuesday. It was a little icy in the morning but cleared off very quickly. What really made me mad is I waited all day long. My delivery was scheduled from 1:15-3:15PM. No one ever called me so by 6PM I called them. The guy was rude and told me it was rescheduled for 2/21. I was angry because I need a dryer now. He more or less told me tough, you'll have to wait. I was more angry that no one called me all day when I was sitting there waiting. I thought Sears was a good company but it seems they need to replace some of the people in charge of deliveries. This is a very poor way to do business. I will never buy from them again for something that I need urgently.

I was just told my 40 hour work week cut in half, I called sears and begged for decrease in my finance charges, never ben late,
never ask for help, , the Manager told me there was nothing she could do to lower my "Interest Rate".
I begged her to review my account, and she will see no charges has ben made in 3years on this account,
I will Never do business with Sears Again.
Thank You, Magie Wright

I have been a sears customer for more than 20 years. I recently was asked by a clerk if I wanted a Sears MasterCard and emphatically told her NO. I then received in the mail an unsolicited MasterCard (which I will not activate nor want). They told me my regular Sears Card has been cancelled. I now have NO card despite they designate me as a "valued customer". I never received any prior notification of their intention. I will not do business with sears anymore as I consider this to be dishonest.

I believe these greed ridden companies should be put out of buisiness. I have had a credit card with Sears for a few years now and always paid on time and more than the minimum without ever being near my limit. The sub-prime morgage crisis arose and all of a sudden a good paying customers apr goes to 25% and change for no reason. Im switching companies and going with someone else and will never do buisiness with Sears again. Let Craftsman find another spokesperson.

I have one of those Sears Mastercards I recently received new guidelines for its use. annual percentage rate will equal U. S. Prime RAte plus21.99%. July 1, 2009 this equaled25.24%.. nice ... Acomplaint to Sears via email was answered with the information that CITI was handling their cards and they did not have any input... Thats like saying that an individual has no control over choosing what they purchase. WRONG>>WRONG>>WRONG W. Ed Vaden

I have a 5 moth old frontload washer that would not drain the water nor spin, I bought the Sears Insurance Policy. I called them to come over and fx it, the told me it would take 2 weeks before they come and take a look at it! I argued with the representative that two weeks is to long for me not to have my washer. He said there was nothing he can do, I then told them to let me speak to the manager, he said there was no one else I can speak to. NO ONE ELSE TO SPEAK to? There is always a Manager or Supervisor I can speak to, he apologized and said again " no one else to speak to but him." SO NOW I have to wait two weeks for them to come see my Washer!

Don't buy the Kenmore Elite 2 drawer! It was a waste of $1600! I did my homework before we bought it and now I wonder who does those great ratings. The dishes are always wet, the heat is not hot enough, and the drawers actually make it smaller. Unless you have small dinner plates forget filling it with more than service for 4 and they have to practically lay down in order to not hit the water spinner Forget putting pots in it too unless it is a tiny one... I thought I was getting the best which turned out to be the best of the worst. Because it sat for a few weeks until we were ready to install it it was past the time to return it. I went back to the store and no once seemed to care. We are getting ready to finish our construction and I was hoping to do my whole kitchen in kenmore elite appliances but not anymore. Can anyone comment on the new Electrolux appliances.

My husband and I purchased a washer/dryer with very specific needs for the space alotment. The width/length and most importantly we needed a dryer that could be right side vented. This friday will be the 5th business day I had to sit at home waiting for men in a big truck to walk in and say they came with the wrong thing. I am so aggrivated by the complete idiocy of this fiasco that I just want to return everything and start all over.. All my coworkers claimed to have had similar problems and state they will never purchase appliances at sears. I will never again...

On April 25, 2017 I called Sears Repair Center because the dishwasher at my mother's home was not working. My mother passed away on April 24, 2017 so I was extremely busy planning her funeral. My mother had been a customer of Sears for 60 years and has always purchased her major appliances there plus she always paid for extended warranties. The customer service rep made an appointment for April 27 between 8am and 12pm. Since I was planning my mothers burial, I made arrangements for a friend to take off work to be at the property between 8 and 12. At 12:01 pm "Gilbert" called to advise me that he was "overbooked" and would not be able to make it that day. I immediately called Sears 800 number and explained to them that I needed them to come out today. At 1:30pm Gilbert arrived, took one look at the dishwasher and said he needed to order "a soapdispenser". The problem was not the soap dispenser--the problem was it was not going through the cycles. He did not even bother to check it running the cycles! I was told that when the part came in, we could call for another appointment. The part arrived on April 30, 2017. Since I live in Washington state and my mother lives in California, my daughter-in-law made an appointment for Friday, May 8, between 8 am and 12 pm. She gave them her cell number so they could reach her directly since the phone at my mothers residence was now disconnected except for messages. At 11:50 am Gilbert left a message on my mom's telephone number that he would not be able to make it because he was "overbooked" My daughter-in-law called him, insisted that he needed to come as soon as possible. He said he could be there around 1:30 pm. At 3:45 pm Gilbert called my daughter-in-law and stated he was about 5 minutes away. She had already left the house and said she would reschedule. She called to reschedule again for Wednesday, May 13 between 8 am and 12pm. Guess what? At 12:30 pm Gilbert called (again) and stated that he would not be able to make it. Sears has now wasted 12 hours of our time. We have not heard from them in regards to this or any type of apology. I will never buy another Sears item and am making it my life goal to tell everyone I know.

Tried to place order for lawn mower & tiller by calling local store. Was told I had to come order in person or order on the web. Tried to order on the web, every time I added the item it increased the price by $40. Finally got a customer service rep...held for 10 minutes or so and was told that the web pricing was in error and the could not honor it because of some fine print somewhere...neither place gave a damnm about lost business...my $800 will be spent with a competitor of which there are many...

I was scheduled to have my dryer repaired on Friday between 1-5. I received a call at 2pm on Friday saying that the tech had called in that morning sick and there was no one else to come out...I would have to wait until Monday. This is after I had to wait 5 days to even get scheduled. I had rearranged my whole day for Friday and no one even bothered to call me Friday morning to tell me that they would not be able to come. I got on the phone to "customer no service" only to be told that someone would call me within 24 hours to "work something out". Needless to say, no one called. So today, Saturday, I have been on the phone for 2 hours total...hung up on 4 times and finally spoke with a supervisor who was NO help at all. I won't ever step foot in or buy another product again from Sears!

I will not call Sears again to check out anything. I think that they are either running a scam or do not have any service techs that know what they are doing. They wrote a ticket for almost a $700.00 repair charge telling me my tv wasn't worth repairing. I "gave" it to a tv repair place to use for parts when they in turned repaired it for me for about 1/2 the price Sears said it would cost.

I purchased a pair of prescription glasses on January 13th 2017. it was a special sale Barbara told me. $149.00 was the price They started getting scratches after a few months. I took them into Sears the first of December less then a year after buying them. Barbara said it was my fault, and they wouldn't replace the lenses.

I feel the glasses were not what they were supposed to be and I would like a refund on the lenses or replaced. There was a 1 year warranty on them. I took them to 2 more optical shops and they told me the protective coating had worn off and they should be warranted against that.

Bought a tractor from sears 4/2/10, returned on 4/10/10, Repurchased on the 10th returned on the 18th, repurchased on 4/18/10. Returned again on 10/16/10. The first tractor came with a dead battery - serviced called still could not get it working - returned. The second tractor came with a broken transmission - manager of store came to house could not get it working - returned. Third tractor worked until 10/16/10 - transmission belt broke. Went back to store and repurchased yet another tractor. Played deliver tag- finally delivered on 10/26/10. Refused to help me take the bagger off. Complained to district manager. they came took off the bagger but left it on the step infront of my back door. No note but later found out that the bagger does not fit the tractor. Owner called and told me how dare I call Sears corporate and that he did not have to help me like he did. Threatening to return old tractor. I told him fine as I had purchased a 3 year warrently with it. I am feed up and just want out. I just do not want to deal with Sears again.

I have been going back and forth trying to get a refund back on my credit card. The order number is ********. I have spoken with a manager at the Mesquite Tx store named Jen who said she would call me back and I have never heard from her. I have been going back and forth since 12/21/11 on getting my refund. All I have been getting is the run around. I am extremely disappointed with Sears customer service and willingness to issue my refund for merchandise I have not received. At this point I am tired and frustrated because I am receiving horrible service.

Contacted 1-800-4-myhome to order sevice on my Kenmore dishwasher that I purchased at Sears. (all of my appliances were purchased at Sears). I was given a time for the next day for service between the hours of 8am to 5pm. I was also told I would receive a call and email confirming my appointment.

So, I took off work the next day to wait on the repairman. By 11am I had not received a call or email so I call the 1-800 number again. I was then told that the service was scheduled for NEXT Friday! Not today! I am very upset because I took off work for this appointment and Cannot take off again with the possibility that the repairman will not show again! I was good enough to give thousands of dollars to Sears for my appliances but not good enough to talk to a person or get service for my appliance!.. I will be contacting the BBB for your poor costumer service and not standing behind your products! I will never buy another thing from Sears, much less the extended warranties purchased!

April 16, 2012
I received a call from Sears after the dishwasher required servicing after we had purchased extended warranty.
Then the deception and misleading started. A telephone rep. asked if we wanted to "re-new" our extended warranty and it would cost a little less than the existing warranty. We would even save money if we re-new today aka (The Hook). What he failed to explain is that I was billed now twice. Once for the old agreement and now for the so-called new agreement. I am now paying twice for the same warranty for two appliances, one is a dishwasher. I was paying about 35.00 per month for extended warranty of two appliances and now I am paying an additional 25.00 for the same two appliances for a total of about 60.00 per month. And this is legal? Is this not what class action suits are made of? I trusted Sears for years. No longer.
Stay away and run the other way. Get everything in writing, ask for a copy of the agreement...Sears, you are not what you used to be...
You have lost my trust and confidence in your name and your brands...You are misleading your customers with aggressive marketing tactics ...

I had an appointment today for my deep freeze. I scheduled it 1.5 weeks ago. They only come to my area 2 days a week. I told them my freezes high temp alarm continued to go off and some items in the freezer wouldn't stay frozen. When I scheduled the appointment they said there was a $59 service charge. The guy came today. Opened the door to the freezer. Said yup it is running. There is frost on the top shelf that you need to defrost and then charged me $125. I went for the scam. Defrosted the freezer which only had 1/2 of the top shelf---not a lot of frost. AFterwards turned it on, closed the door and yes you guessed it---- The alarm continues to go off, the frost is coming back on the top shelf, and the food that is left in there is thawed. THERE IS SOMETHING WRONG WITH MY FREEZER! I do have 90 days for them to come back and recheck it. What a waste of time and money. DON'T USE SEARS OR BUY SEARS!

Couldn't agree w/you more. Had an appt today and tech called me for directions since we live in a new development and when he never showed I called back the cell number that showed on my caller ID and he had turned it off. I phoned 1-800-my-home for sears hom repair and asked why the tech never showed and they stated that the tech noted that he made 2 attempts but nobody home, SUCH LIARS!

Technician came to my house and left without doing anything, but before he left he said that he will come back and get somebody to help him out for it is a big microwave. Later in the afternoon, the technician called and cancels the appointment and will not come back until next week (reason: "My assistant was canceled today and I don't have help booo-hooo). My regret is my lost of time towards these non-sense people. They did not even apologize for the inconvenience that they caused me...nothing at all. DO NOT GET THIS PEOPLE TO SERVICE YOUR APPLIANCES!

My mother's 50th Birthday is coming up in April, and I decided to buy her something she really needed, a dishwasher. I researched dishwashers on the Consumer Reports website and found the one that would best suit my mother's needs. The least expensive model was from PC Richards for $399. However I decided to go with Sears, even though their price for the dishwasher was $599. I chose Sears because of their reputation for excellent products. I checked online and saw that Sears was offering “Free Shipping” on products over a few hundred dollars, which the dishwasher certainly was, as well as a price match guarantee. Instead of making the purchase over the internet, I chose to be called by Sears. Cathrin D., who called me from Sears Blue Team was very helpful and offered me several add-ons, including an installation kit and a three year warranty. She also helped me price match the dishwasher. Cathrin told me that this dishwasher was in stock and could ship out by the beginning of the following week.

The following week, my mother received a phone call at 5:30 in the MORNING, on Tuesday, from Sears saying that they had her installation kit, but didn’t have her dishwasher. At 10am, an installation company called ‘A1’, called my mother and said that they had her dishwasher ready for delivery, but no installation kit. My mother asked them how they were going to install her dishwasher, which I had told her was COMPLETELY paid for, without the kit. ‘A1’ told my mother that they were NOT going to install her new dishwasher, but just drop it off. My mother told them not to and then called me in a panic. I reassured her that this must be a misunderstanding, seeing as how I HAD PAID IN ADVANCE FOR THE DISHWASHER, THE INSTALLATION KIT, THE INSTALLATION, HAULING AWAY OF THE OLD WASHER, ETC…

I called Sears and was transferred from one department to another, having to repeat my story to every new representative. This went on for THREE hours! Not one single representative was able to help me with the whole issue. Finally I demanded to speak to a supervisor. ‘ Kevin’ explained to me that the installation kit that I had purchased through Sears was on back order and I could be refunded for the installation kit and instead, buy it directly from ‘A1’. However, he could not complete this transaction himself, but had to transfer me to yet another representative, at which point I had to explain the whole story again, in order to get my refund.

I then called ‘A1’ who refused to sell me the installation kit over the phone, as Kevin had verified they would. They told me that I would have to buy it from Sears. I had already bought it from Sears and gone through this whole rigmarole with them. ‘A1’ gave me the number for a Sears in Winter Park, whom they said could help me re-purchase the installation kit. I called Sears in Winter Park, who said ‘A1’ was wrong and they could not handle this for me. They transferred me instead to an installation department. The installation department had to hear the whole story again, and they took my credit card number to charge me $24.99 for the new kit. I reminded them that I had originally only had to pay $11.99 for it. So they agreed to charge me that price.

I was looking at my receipt from Sears today and noticed that at the end of the bill I was charged a $69.99 shipping fee, after I had been told that shipping would be free.

Sears and A1 rescheduled the installation for the following Monday between 4pm and 8pm. A1 was late, only finally arriving at 8:15pm. Does Sears believe that a provider showing up late, causing a client to lose income by taking off work, is ok? The dishwasher was installed and my mother called me and told me that it was stainless steel, I HAD ORDERED AWHITE DISHWASHER. Can Sears get anything right?

Not only am I frustrated, disappointed and angry at the service I have received, I have been overcharged by Sears.

I feel the Sears team is incompetent at best. No one person was able to resolved my issue. There was no communication between representatives as to what my issue was. Sears tried to send out an order without all of the necessary parts and then sent the wrong dishwasher.

Our Kenmore front load washer stopped washing and spinning. It works great as long as there are no clothes in it. The repairman came yesterday as scheduled and changed the speed control board. I asked him how he came up with his diagnosis, (like what meter or other testing tool did he use?) and he said that he just had alot of experience with these washers. Fair enough. He puts the panel back on and is packing up while I watch the washer fail to move on to the next cycle. He pulls the panel off again, apparently rigged something below and heads for the door again. As I move to the washer to test it myself, he abruptly tells me, "I can't spend all day here" and hits the road. I load the washer and turn it on-NOTHING, NADA, ZILCH. $279.00 for this despicable service. I'll never buy a Sears product again. Sears has gone downhill beyond belief. As I write this, I've been on hold for what seems to be over twenty minutes with the South Florida District of Sears. No one answers! They don't want to deal with complaints.

Been dealing with Sears and our problem(dishwasher w/ extended warranty... joke!) for 8 months now! Endless hours on the phone... mostly on HOLD... because when they promise to come "right back"... well, 52 minutes later..you're still waiting! My husband has actually called from his cell WHILE still on hold on our land line! Talked to countless one-name operators... no one has a last name or employee ID#... and there is NEVER EVER a supervisor there, no matter what time of day you call. And, yes, we've talked to Source One...the CIA of customer relation clearing houses... I think I'd like a job as a Sears customer relations person... it'd be a breeze: just pretend like you're taking all their information,act like you're going to get "someone" to help,ask them to hold and you'll "be right back", and then go get in your car and go to Starbucks for a latte or go to the local theater and take in a movie... you get the idea. Just remember the old saying, folks: "Say something good, 10 people will hear you. Say something bad, 10,000 people will hear you." So Listen up CONSUMERS! Beware!

My father was a Sears repairman back in the late 60's and 70's. He was an actual employee of Sears and back then, a Sears repairman was something to be proud of. What the hell happened? I have replaced every major appliance in my home with a Sears product and have gotten burned each and every time on the back end because of poor service.

My latest debacle was over a water heater purchased about 5 years ago. It has the balance of a 12 year parts warranty on it and Sears makes sure that you have to call them because nobody else carries parts for it. Given that the hours of the parts center are limited, I opted to just schedule a repairman and bite the bullet to pay for what I surmised was just an element that went out.

Since my husband had toyed with completing himself, he got the manual out to look at. One of the first instructions was to drain the water heater and how. Apparently the Sears repairman never read that manual. He walks in, takes the cover off the panel yanks the lower element out, water spraying everywhere, shoves a new one in hands me a bill for $144 for his labor.

I assume this method way employed so he could guarantee a future visit for another repair or to replace the water heater as the insulation got soaking wet as well as everything else inside that paneled area. Isn't that why it's behind a panel, to protect those things from moisture?

I called the service center, but they were clueless as to what I was even complaining about. He didn't clean up his mess and a 4 year old would have taken more care than he did. Don't try to contact Sears directly either, because you can't. That is probably because they are tired of hearing about how piss poor their service is.

Loyalty to my dad and Sears be damned. I will never buy one more thing from them because I can't trust that there will be anything but a headache when it comes time to repair anything. Ripp-off!

I bought a Sears Master Protection Agreement for my TV which I had bought four years ago. I spoke a representative who told me that if I bought the Master Protection Agreement they would fix my television and if they weren't able to fix it than it would be replaced. My TV is relatively new and I thought that it could be fixed and wouldn't need to be replaced. A technician came to my house two weeks later and informed me that the TV wasn't fixable and left. I then called Sears again and spoke to a representative that said that since the TV was not fixable then it would be replaced. I called the next day wanting to know my I would be getting my TV and was informed that they had they couldn't even find proof of me ever purchasing a Master Protection Plan even though I had already been charged for it and had received my statement prior to speaking with them. I spent the next two days calling Sears and was then informed that they weren't even allowed to sell me a master protection plan in the first place because my TV had a problem and warranties are not sold on products that already have problems, and that it had been canceled, even though I clearly explained to your associates that my TV had a problem and that was the reason I was purchasing this protection plan. After being either put on hold for hours or just being hung up on, I finally spoke to an incompetent and rude supervisor named Ginny, ID # 540245 who told me that there was nothing she could do about it even though this was their mistake. Sears canceled my contract without my knowledge or consent, simply because they weren't willing to replace my TV. What kind of service is Sears providing? If the employees aren't knowledgeable about what they are offering than they shouldn't provide it. I have emailed my complain to numerous consumer websites to let others know that Sears is a very fraudulent and deceitful company and the only service they provide is lying to their customers. The bottom line is why they put me through all this hassle, if they had called me the next day and told me that they had made a mistake selling me the protection agreement I would have understood it. Why did they even bother to send a technician? Is this the kind of corporation Sears is...

Beware!

On 10/1/07 Sears did home service on my refrigerator and yet it was not fixed. I placed a call and was told that I had no choice and had to wait until 10/11/07 because Sears decided that it was the next available appt. and the customer had pay the consequence for the technicians mistake. I called again on 10/8/07 and informed a customer service rep to call my husband at [protected] (claim he noted the computer) and of course he did not because (NOT SURPRISED) there was no notation on the computer. The technician came to my house and of course no one was home because THE TECH DID NOT CALL (per Mary-service rep). Spoke to Mary (service) and was told that the tech was not in the area and would have to reschedule but THAT I HAD TO CALL TOMORROW ON 10/12/07 BECAUSE THE CALL WAS STILL OPENED. This makes no sense. I PAID $171.00 FOR SERVICES THAT WERE NOT RENDERED BECAUSE THE APPLIANCE IS STILL NOT WORKING!

Sear has been giving me the run around since 10/1/07 transferring me every time I call to different departments and yet no one can help. NO MANAGERS TO SPEAK WITH OR EMAIL.

I NEED A REFRIGERATOR THAT WORKS. THIS APPLIANCE IS ONLY A YEAR 1/2 AND ALREADY HAS PROBLEMS.

I bought a tractor and snow blower from SEARS in coonrapids, MN, they told that they will deliver on 24th of october, there was a call on 23rd evening to confirm this, so I took off from my job and waited, on 24th morning I received a call from sears, that they cannot deliver it today, and after several calls to SEARS, coonrapids and one visit to the SEARS out let in coonrapids, they finally said that they will deliver on 31st of october, between 10 and 12 in the morning, I again took off from work to receive the tractor, at 1.00 pm I called SEARS DELIVERY , and there was no apology they just said the van is on the way, and the driver is not obligated to have a cell phone. I told her that I have to go to work and at what time will they deliver, she just said, I don't know... I t has been my worst experience, I will never by any product from SEARS. When I bought the tractor, I took at home service warrant for nearly 300 dollars, I don't know what type of service I am going to get, when I am writing this letter, I have not yet got my tractor.

Sears charged my credit card $275.00 to fix an ice maker in my refrigerator. They come from 8-5 & you need to wait 10-14 days. First repair man put a new part in and it worked for less than 24 hrs. Called Sears repair and they said I had to wait 3 days and call back -their policy. Did that, second repair man came 10 days later said he fixed it and it never made one ice cube. Called for third time-sent a sr. tech. 10 days later-he was nasty, rude and spent over an hour. Said his testers said it was working and left. Also threatened a member of the family before leaving. Sears refuses to let me speak to a member of mgt. or supv. Don’t ever use Sears for repairs-it is a nightmare.

My main complaint is the service is poor, but mostly the problem with automated answering system, it took me over an hour to contact a real person who could help me. I have mostly Sears products in my home but that will end because of poor service and a poor communication system. Sears has lost a life long costumer.

My request for service was submitted more than a week ago and as of this date the problem has not been repaired, the promise date is 9-2-08, after several phone calls I can not get anyone to tell me when they will make the service call, while writing this complaint Sears finally called and said they will be here sometime today, I have only been waiting 8 hours. Now I hope they have the parts.

Service scheduled for 9/8 between 1 and 5 p.m. Sears call Sunday to confirm. No show on Monday. Called Service again. Supposedly the repair tech called us 3 times and no one was home. Unfortunately we were home. No phone calls - no messages left on the answer machine either. Customer Service is no help, just wants to re-schedule the appointment for 5 days later. Will not let you talk to anyone else. They have to contact routing and are supposed to call me. As of yet no call. I am about ready to call another repair service and sent the bill to Sears. Have the extended warranty. Does this mean that if we had to pay for the repair the repair tech would have shown up.

I have had similar experiences with Sears

My Kenmore dishwasher was no longer working correctly. I was recently out of warranty I called to have a service call to determine source of [roblem, edt of cost to repair so I may decide to repair or buy a new machine.
3 days off work, many phone calls and confirmed appointments, the serviceman called and agreed to show on a sat morning.

He did show with a young fellow, 'he was teaching the ropes'. In ~2-3 minutes without taking anything apart he says I have I have a worn out pump and a leaking drum. No water had showed because the leak was as yet small and at the back.

These are 2 of the 3 most expensive parts. I suggested that I'll just buy new to which he praised the old machines and degraded the new.
I heard him on the phone trying to source a pump privately.
I wanted him out, I would think it over, He handed me a bill for my sears account and left.

I called the sears store and after a very lengthy bouncing from one dept, service centre to another, along with no returned calls got no one responsible.

After a week of calling, I went to the store and remained at customer service promised a manager for a couple of hours but no showed. I returned and again waited until a young woman showed. She said she was very new and did seem concerned. She was more concerned as they do not have service calls on sat. That was an incorrect manner to source parts, and the invoice was not in the system.

We had found a service guy scamming. She would take this up the ladder. I thanker but advised I would not be paying for another call.

I tried to get another service guy but was promised but ignored or the same guy was to be sent out. I clearly stated I did not want this man in my house.

Nothing happened.

After some 25 phone calls and 18 written request to have this sorted out I refused to pay any more on my account.I was in touch with their Can. head office e mailing Directors. I was passed to a woman, who pormised an account review and a credit. Further I was given a managers name.

He was too busy for ~6 wks. He would look into it. I sent in material good faith payment. I had to chase him down some 2.5 months latter. He says he just wants this to go away, he has nothing to do with service. I told him I needed another dishwasher and suggested we could work out something on the price,

In the meantime the HO lady advised via voice mail of my credit which does not cover the now included service charge and interest. I never did get to speak to her again. I followed there credit dept to the US where I was told that they an arms lenght company owned all the sears account charges and the store dealth with the products. No credit. Not their problem. I pointed out that they have a contract to purchase current charges a a discount for this sort of issue etc, so they could adjust my account to no avail.

The locale manager said he would take up the interest, service call issue and we agreed on a credit but only if I purchased the new dishwasher. I did and he didn't.

I bought the unit, it was installed three days late, the felliow left all packaging materials and came alone so I had to help him carry this up the stairs.

The managers cell number was no longer in service, he would not return calls. HO says he denied any such arrangement. I provided a breakdown with all charges a good faith (3) payments and a bal. I offered to pay bal less s/c, half of latest delivery/installation and interest since problem. They ignored and then refused.

I refused to pay. The interest kept mounting. I have invited them to sue me, they will not. They point out the damage to my credit rating. They refuse to report this as a disputed amount.

The debt will one day disappear due to the time limitations. I have not purchased another item from Sears.

Looks like everyone lost and they could care less, must be part of their business plan. X % loss due to poor products/service/etc. as a part of reserve for write offs.

Nice business. Refuse to pay them, write a letter to co. and BBB, local politician. Be prepared to go to court, although they do not sue as they would lose, and its bad for image . Enough people put up with the rip offs and bullying to keep them profitable.

If they screw you don't pay, don't buy again only when profits drop enough will there be a change.

At least they are in good company with a lost of those sub prime lending bankers, non disclosure re blunders of debt and the worst used car salesmen.

I recently ordered three Craftsman ball-bearing tool chests from Sears.com. Total cost around $1000. Here's my experience:

1) One tool chest arrived, as promised.

2) One tool chest got lost and was then damaged in shipment. Sears emailed me that UPS had it in transit. In fact, after several attempts at UPS tracking it turned out that UPS never received the chest. Instead, it went to a third party who pretty much destroyed it in transit (partly a testament to the poor build quality of the chest). Bad news is that Sears.com (which advertises 24/7 service) was down most of the week -- I tried more than a dozen times to find it up twice. Just as bad, the active site was of no help and also didn't provide a phone for service. I finally found a phone number through Google and then spent half an hour wasted with little help. They tell me I can go to a store. Good news is that after driving 12 miles to the store, it "ONLY" takes 1.5 hours to get a replacemnt.

3) The third item, which I had delivered to the store, is apparently lost somewhere in their system. It was promised it a week ago. I drove to the store -- it's not there. It was then promised two days later for sure. I again drive to the store -- still not there and the overly-busy stock person doesn't have time to find it. The Sears manager refused to let me take the floor model (an identical model) despite my need to have this ASAP for a planned event. I later call Sears to find out when it will arrive. Spend 10 minutes on the phone. They disconnect me and don't call back. I then call the store. I get "human resources" when I ask for "merchandise pickup" from the phone tree. Human resources say they're doing this job too and won't know for another day if they have it . . .

The bottom line here is:

1) The quality of Sears Craftsman products is deteriorating, witness the tool chest that bent like a pretzel. I'd given up buying Sears power tools decades ago, after they outsourced parts (thus eventually destroying their power tool franchise). At this point, low price suppliers like Grizzly and Harbor Freight -- pretty much the bottom of the barrel -- make equally good tool chests.

2) The IT staff running Sears.com is apparently incompetent. I've never seen a major retailer site that was so poorly designed, that led to so many broken links, and then was down for days at a time.

3) Sears logistics is abysmal. They have no idea who has their merchandise, where their merchandise is, or when it might arrive.

4) Sears customer support is hit or miss. I've had more than two dozen attempted contacts and a dozen contacts in my quest to get the three items I ordered. About half the Sears people tried (but failed because they didn't have any systems support or their systems were down) to be helpful. A few were simply incompetent or maddening.

Sears could have been a great success story, gracefully migrating their catalog business to the Web, continuing to offer excellent Sears-branded merchandise, and supplementing their Sears.com presence with a well-integrated physical presence -- their stores. Sadly, I suspect it is too late for any of this to happen.

From: Message Author (click here to email author) (has asked not to receive email)
Date: Tuesday, 12-Aug-08 18:11:48 CDT

Business: Reply Online Consumer: Comment On This
Comment On This

It's like reading my very own story only I attempted to order a TV.

I won't go into details here, as I posted my rant on this site as well.

It's the people's attitude that floors me and absolutely makes me see red. I don't want excuses, I just want someone to fix it. Don't get nasty with me simply because your company can't tell a hole in the ground when it sees one.

I would have tried sears again if not for the attitude of the reps. As it was, I spent $100 more at a competitor and don't feel cheated at all.

I always have my appliances covered under a Master Protection Agreement with Sears. In Feb/March of this year (2014) my contracts expired and I was not financially able to renew at that moment, but was able to do so on May 4. I placed 10 of my appliances/electronics under warranty (most of which had previously been under contract anyway). On June 17 I called Sears to ask for a service on my washing machine which was beginning to make a noise during the final spin cycle. On June 26 the technician came but immediately began complaining about the lack of space/room of where the washer was located. I told him we would have to move the washer away from the wall and away from the surrounding cabinetry and push it a few feet into a wider area in which he could work. HE NEVER EVEN OPENED THE WASHER DOOR, NOR DID HE DIAGNOSE THE PROBLEM. He kept complaining about the limited work space. I told him, "You don't even know what's wrong with the machine yet you are complaining about the work space?" So he asked what was wrong with it, and I explained about the noise it was making. He walked to the side to make a phone call. I could hear him asking someone to verify my warranty contract, and then he came back to me and said that since my contract was initiated in May, and we were now in mid-June, he could not honor the contract and it would have to be voided or cancelled. I could not believe what I was hearing. I requested the service call 45 days after initiating the contract. I placed all my appliances under contract, not just the washer. I kept arguing with him that it was absurd, and I insisted that he at least look at the washer to see what was wrong with it. He walked away once again and placed several calls. I heard him saying that my washer was "irreparable" and suggested that my contract be cancelled. A few minutes later he came to me with a printout from his portable computer and said, "Here is what will happen." He told me exactly what was reflected on the printout: that my contract was purchased in May, which means it will be voided and cancelled since we were only in the month of June. I responded with, "How can you do such a thing? On what grounds?" He said that it was the decision of Sears. I argued that I heard his conversation and I heard HIM telling them that the washer was irreparable and the contract should be cancelled. It was HIS suggestion because he did not want to move the washer and do the work. HE NEVER EVEN OPENED THE WASHER DOOR TO LOOK AT IT! As he walked out my front door, I asked him for his name, and he said "Hector Gonzalez." I immediately called Sears and reported what had happened. They said they would look into it. Three hours later I received a call from a local Service Dept supervisor who told me that the technician did not honor the repair because my contract had a 90-day elimination period and that the contract would not be voided. I said, "How can I have a 90-day elimination period on a 12-month contract? That's ridiculous!" She insisted that that was the end of the story and hung up on me. I called Customer Solutions again and complained about the supervisor's call. They told me that it was not true about the 90-day elimination period and told me I had a valid contract which was NOT being cancelled and they ordered that a technician come to my home again three days later. I had to stay home on this second occasion and waited all day long. No one came; no one called. At 3 pm I called Sears Customer Solutions. They said it seems that the Service Dept had cancelled the appointment and rescheduled for two days later, all without informing ME! So I had to take yet another day and sit home, and guess what? Yep. No one came, no one called. I called Customer Solutions and they told me it seems that my appointment had been cancelled by the very same Service Department. Now my case was being passed around from dept to dept as they began investigating. The Service Dept kept insisting that my contract was invalid and they were refusing to service me, yet Sears Corporate, through Customer Solutions, kept telling me my contract was valid and they rescheduled my service appointment yet one more time. Of course the Service Department cancelled that one too. I spent over one week calling Customer Solutions on a daily basis, sometimes on the phone for five hours at a time, trying to get this resolved, but no luck. One of the reps even read me the service tech's notes regarding his visit to my home, and he claims that the problem with my washer was a "pre-existing condition" so my contract should be voided based on that. And guess what? His name was not Hector Gonzalez, as he told me! He lied to me when I asked for his name! So now I am fighting with Sears Customer Solutions, trying to find out how a service tech can come to the conclusion that I had a pre-existing condition when he never even looked at the machine nor diagnosed it! He just did NOT want to do the work! At first the excuse was that I had recently taken out the warranty contract and I called too soon. Then it was that I had a 90-day elimination period. Then he said that my machine was old and not worth the money for Sears to repair it. Then, after Sears Corporate said that my contract was valid and the repair had to be made, the excuse was that it was a pre-existing condition. Now a Customer Solutions supervisor reads the notes of the tech stating that it was a pre-existing condition, and he says, "Oh, the tech says her problem is pre-existing, so we cannot honor the repair. Case closed." THE TECHNICIAN NEVER DIAGNOSED MY PROBLEM! HE NEVER LOOKED AT THE MACHINE! SO BASED ON WHAT IS IT PRE-EXISTING? WHAT IS THE DIAGNOSIS? WHAT IS WRONG WITH THE MACHINE? No one knows because no one ever checked it. IS THERE ANYONE IN SEARS WHO UNDERSTANDS THE GROSS NEGLIGENCE THAT IS HAPPENING HERE? THE TECHNICIAN LIED ABOUT HIS NAME; HE LIED ABOUT MY CONTRACT; HE LIED ABOUT THE ELIMINATION PERIOD; HE CAME TO MY HOME AND NEVER EVEN CHECKED THE MACHINE; HE COMPLAINED ABOUT HAVING TO WORK ON THE WASHER IN ITS PRESENT LOCATION, THAT THERE WAS LITTLE ROOM TO WORK; AND THEN HE CLAIMED IT WAS A PRE-EXISTING CONDITION WITHOUT LOOKING AT IT? I exhort Sears Corporate personnel or someone with authority to contact me to make this right, or else I will be talking to my attorney. THIS IS JUST NOT RIGHT! bobbienytopr@gmail.com

I bought carpet and wilsonart flooring in 2000. when they pulled up my dinning room carpet, there was a half inch difference with the kitchen, and since they had miscalculated sears had to put additional flooring down to make it level with the kitchen. the installers used pergo glue and not wilsonart. the carpet had a dye shift down the middle. 5 months later they had to replace my carpet and kitchen flooring.I had purchased the Sears Premium heavy padding for under the carpet and I heard one of the installers comment to the other installer why I was replacing my old pad for "this". I didn't give it much thought until later. My wilsonart flooring started to curl up on the edges and sears replaced it. the new carpet they brought was not even sears carpet but some Brillo pad junk that was terrible. The manager came out and agreed that the 2ND carpet was not sears, so they came out a 3rd time to replace carpet. I had to sign off on the new carpet before they installed. Now in 2009 there was a seam in the carpet that needed to be re-glued, sears said that they would pay for the cost of repair, but I would have to sign with witnesses, to cancel my "lifetime" warranty. I did not fix the 6 inch unglued section yet. The premium pad that was to last 20 or more years is hard as a brick completely disintegrated. when I called and asked about the premium padding, the service person said they no longer had information about the specifics on the premium padding sold back then. They replaced my carpet 2 times, and my wilsonart 1 time, I am glad that they didn't make any money on my sale. However, I think to compensate for their cost for the dinning room floor they switched the premium padding with the lowest grade padding. The parts of my house that has 18yr old carpet has more padding then my 12 year carpet. I never shop at Sears now.

Purchased a new top of the line Maytag double oven at Sears in Canton, Ohio. Purchased the extended warranty. Oven smells of gas and the racks fall through. Sears will not replace even though I have the warranty. i have spend hours and hours AND HOURS on the phone with the warranty department only to be given the run around consistently. I do not know what to do next, the stove is only 8 months old, but I told SEARS shortly after it was delivered that it leaked gas, was told Sears would not do anything until after 30 days. It turns out that after 30 days SEARS will not return the item and you have to deal with the warranty department which will give you the run around, transfer you to department after department, will not return phone calls, I am at my wits end. I paid over $1, 700.00 for this stove and I have been cheated like I have never been cheated in my entire life. DO NOT BUY ANYTHING FROM SEARS, DO NOT PURCHASE THE WARRANTY--IT IS A FRAUD. SEARS IS CORRUPT. SOMETHING IS TERRIBLY WRONG WITH SEARS. I AM TOTALLY AGHAST AT THIS SITUATION. i WAS TOLD A MANAGER WOULD CALL ME BACK SUNDAY AND THEY NEVER DID. A REPAIRMAN WAS HERE FRIDAY AND SAID THE STOVE NEEDED TO BE REPLACED and that this is the sixth Maytag stove of this type he has been out to repair with the same complaint AND SEARS DENIES THE REPAIRMAN'S FINDINGS. HELP ME PLEASE. WHY IS SEARS CHEATING THEIR LONG TIME CUSTOMERS? WHAT IS GOING ON HERE.

DO NOT BUY ELECTRONIC WARRANTIES FROM SEARS... VERY ANGRY CUSTOMER... In 2008 my mother-in-law went with me to pusrchase a tv. The salesman told me that the warranty covered evertything INCLUDING ACCIDENTS. So being my husband and I had 1 year old twins, I called him to see if we should purchase the 5 year warranty instead of the 3 even though it was more money it was safer with the kids. So being that I trusted the associate. I purshed the 5 year warranty for our 40 inch sony. Well now that our tv is broken from an accident and it is almost as much as the tv. I am getting told I shoud of read the warranty contract and cancelled it. I guess basically it is ok that there sales people can lie to make there comissons but not ok for the customer to get statifaction when something happens. well they have just lost alot of customers that spend alot of money there because they have no idea how to make mistakes from there assicoates right... so be very careful of sneaky sears ways... not only that my friend paid a lot of money in intrest because they go by there billing date not the date of purchase... BECAREFUL. I can't believe that the still have people shop there...

Everyone needs to read the fine print, like I did, and realize that if you decide that you don't need the protection agreement within one year of it's purchase, you can get the money you spent on it refunded.

Sorry to break this news to people, but Sears is one of the best retailers in the country, as far as customer service is concerned. Nobody else offers a warranty that will cover your product indefinately, and then renfund your money within the year if you're not satisfied. That's even if you get it repaired during that time.

Only Sears can give it's customers that kind or customer service and peace of mind.

Proud Sears Customer.

Scott,
I've sent my e-mail to your e-mail mentioned 5 times already. You obviously didn't get any of them.Andrea W.
Sears Cares - Senior Case Manager
Sears Holdings Corporation "I apologize but we will be unable to assist you with this concern. Our research has shown that you already have a case with our office Once we receive a complaint via letter form, you are assigned a Case Manager who will handle any questions or concerns regarding your issue. I have forwarded over your recent emails to your case manger and you should be contacted on [protected]"

Brian Major is my case manager who does nothing. He hasn't answerd my phone calls and e-mails.
I am also Mia2, the person, who wrote the same message using tdifferent account number.
I sent you message on the board with Mia 2 account, and you have never bothered to reply on any of them.

I am a senior citizen with Diabetes, heart condition. I cannot get service repair for my Upright Bissell vacuum Cleaner.
Model 2143950; Serial [protected]. Bought this machine at Sears store at 1900 W. Lawrence Avenue in Chicago in 2007. Purchased Master Protection Agreement for this item every year.Certificate # [protected] 00030, expiration date: 03/19/2011.Product is faulty was under repair during 9/08. Then September 2010. vacuum wouldn't suction and handle at the back was loose. Brought for repair to 1900 West Lawrence Sears, Chicago store on 9/3/2010, the vacuum cleaner was shipped for repair to Sears Repair center at 2063 George Street, Melrose, IL 60160. Was shipped back to Sears at 1900 W. Lawrence, Chicago on 9/14/2010. Picked it up the same evening. 9/15/10 vacuumed my 2-bedroom apartment, and then tried to empty dirt canister, which couldn't be open because gray funnel (inner Cyclone) part of in the upper track collapsed and blocked dirt canister from opening. On 9/16/10, brought machine back to Sears at 1900 W. Lawrence, spoke to a Manager, Dean Prjansky. He somehow was able to release dirt canister, and when he did, Grey Funnel (inner Cyclone), not sure of the name of the part, fall off. The louvers located in the upper portion of of inner cyclone were loose, sliding them straight down on the top of the inner cyclone couldn't be possible because they were not holding.So, 9/16/10, vacuum Cleaner was sent for a second time this year, 2010 for repair at the Sears Repair shop from 1900 W. Lawrence Chicago to 2063 George Street, Melrose Park Repair center. I received call on 9/24/2010 from Sears at 1900 W. Lawrence in Chicago that according to Sears Repair center at Melrose park, IL that I have abused or misused vacuum Cleaner that they found "Dry Wall" particles inside of it? The status of my Vacuum Cleaner is "Waiting for Approval", so they can charge me $208.00 to repair it, while disregarding my Master protection Agreement. To your attention please-This is OUTRAGEOUS LIE! I use " Nature's Choice Carpet and Room Deodorizer powder, which, I gently sprinkle in moderate portion on carpet, wait 15 minutes, and then vacuum. So, the particles they found was not a dry wall but a carpet deodorizer powder. I also use Arm and hammer brand, both are legitimate products designed to make carpet fresh. Vacuum cleaner should not be breaking because of that, What does the gray funnel collapse has to do with carpet deodorizing powder? I have 2-bedroom apartment, and I vacuum once, sometimes, twice per week. Your Repair shop representatives are taking advantage of ill Senior Citizens who live on a fixed income and are alone. They don't want to do their job, so they come up with outrageous excuses just to sack up the last money person got on Social Security fixed income.
Please note that I asked to get new machine or get gift certificate and I was told that it is up to Sears repair shop to determine what is the right course of action. They gave me 2 phone numbers, I keep calling to Sears Repair shop, Melrose, IL, and I get busy signal. besides, it is a long distance from call, I cannot afford calling there. [protected], and [protected]
I also called to sears corporate to allege complaints, all befallen on a deaf ear. They say they got my complain, but nothing is happening.

I agree with all the complaints and add one million to them. Our appliances are covered by Sears warranties but God forbid if one of the appliances stops working. Sears tries everything they can not to replace with a new product. They will tell you that a certain part is needed and when it doesn't arrive, it's always on back order and they are trying to locate one from another vendor. LIES LIES LIES--When the part finally arrives and is installed, the appliance stops working again and they are forced to replace with a new product. They even have the nerve to offer you a measly 10.00 gift card after they get tired of hearing complaints to get you off the phone. Come on now Sears--It looks like you will be the next company that will be closing.

07/10/2010
Fed up in Memphis