Sears
reviews and complaints

I used to think that Account Care was something worth having.
Let me Explain.

In 2001 I opened a Sears Account. At that time they offered me what I would term as insurance, called Account Care. They told me is would cost me so much per each hundred that I had on my card. I figured because I had chose to have a limited account of $450.00 that it would be a good thing. At that time I was retired and had been for 10 years.

I continued to pay my preimum each month and in 2006 I had to have an open heart operation.

My wife, also being on the account, applied for the so call benefits and for 6 months they paid something on my account.

Well in May of 2009 my wife had to have the same type of operation. I called Sears, informed them that I would be having a hard time making my total payments and would like to enforce the Account Care. At that time they transfered me to an ACCOUNT-CARE representative and THAT IS WHERE MY NIGHTMARE BEGAN.

On May 25th she was transfered to a nursing home and two days later I got the application, took it to the nursing home the nursing home filled out the forms as there have been others that have been there with Account Care accounts. The Doctor filled out the paper and I thought that was it.

I paid what I could as traveling back and forth to the nursing home is tiring to an old man not to mention with the cost of gas being $2.68 per gallon here is costly to a person on Social Security. I had to borrow money from my children and they haven't the money either.

Today June 18, 2009 my nightmare came true. I was informed because I am not "gainfully employeed" I cannot use the benefits.

I called Account Care because I thought someone made a mistake and the representative told me that because I was not working any more I do not qualified. I asked her WHAT PART OF RETIRED DO YOU NOT UNDERSTAND. That is when I wanted to reach through the phone and strangle the little twit. I was in so many words told that I should not even be here. She did not SAY that but implied.
Here those Son's of [censor]ed screwed me out of all that money over to years only to give me the impression that because I am old I should just lay down and die.

Needless to say I told them where to go and just how long it would take to get there, and CANCELED MY INSURANCE.

Sorry people for doubting you and your stories so I thought I would just add MY story to this list.

Trust me I will struggle to pay off this BALL AND CHAIN AROUND MY NECK CALLED SEARS, AND INFORM THE WORLD WHAT A SHAM THEY ARE AND SOME OF THE PEOPLE THEY REPRESENT.

6-18-09
Well, let me give you my horror story about Sears.
6-13-09 went to the 1540 Park Av store in orange park, fl. Wanted a weedeater with wheels. due to neck operation and could no longer use the regular weed eater we already had.
On the floor there was one which was bigger than what I wanted. I wanted a small one to do a residental lot where I live in Orange Park.

Well, the 329 dollar one was what I took up to salesman, asked for a 10% discount. Said they didn’t do that. So, he told me he had a Weed Eater on wheels that was a little smaller. I had told him I didnt want to pay 329 dollars for a weedeater on wheels. that is why he mentioned the smaller one.
So, I said, ok, , I’ll take it. 159 dollars _tax. 171.00
So, took it home, my 30 year old son came over to help me, and he said, wont weed eat wont stay running, goes dead when you start to try to weedeat. Now, I am talking about regular dollar weed, which you can cut with a butter knife, it is not a weed, just something like 4 leaf clover.. For people who are not familiar with dollar weed.

So I tried it, did same thing. We know the correct gas mixture. And tied it several times different areas of lawn.
Told him ok, go ahead and use the gas weedeater we had. He put the other one in the shop and I took it back today 6-18-09.
I took in, and Justin, same salesman, was person I explained to, that when I would start to weed eat, the engine would bog down, and shut off.
He said well, I can give you an exchange, or store credit. I explained, I didn’t want another one, since this one didn’t work, why would another one. all I wanted was a refund . He stated he could not give me a refund, it would have to be a store credit, or exchange. I asked, why would I want one of the same...
Told him didn’t want a store credit. I really don’t shop Sears except for when I have to simply for the reason, back when they did catalog orders, you would order something, get the wrong one, have to go back and play the bait and switch game.
But if I buy something, and it doesn’t work, I don’t care where I get it, I expect a refund for it.
So, he said no, could not give me a refund. Plain and simple, so Richard, my boyfriend just happened to go down there with me and the other man took him in back and they came back in a few minutes and Richard said, they will give us a refund.
This is after Justin, has argued with me for 15 minutes that I could not have one. In the meantime, since I was getting no satisfaction from him, I asked for a Sears telephone number of a person who did have that authority. Said he didnt have that...

So, hey rang it up and said I would be credited about 145.00 dollars. Well, my total bill when I bought it was 171.00 dollars.
I asked why am I not getting the full refund? He said restocking fee. It was used. I said, ok, how do I not know it doesn’t work, if it isn’t used::::?
So, after 40 minutes, asking for a Sears corporate number, or someone I could speak with about a full refund. They give me his managers number [protected].

Finally after several other 800 numbers, was sent to the correct department for National complaints
After going thru all the buttons to get customer service, I am given a number to National Relations service. That number which is hard at obtain is [protected].
After losing connections for 3 times, and I was on a cell phone at the time, so could have been mine, but I did have signals so not sure.
Spoke with rep, explained situation with her. She told me she would make a report for me as to my complaint, and said I should get the full refund back because it states so on the receipt and nowhere on the receipt does it indicate a 15% restocking fee.
So, after about an hour, and upsetting me so much, that I was shaking, and had a very bad headache which brings on migranes, and after Jason Kilgore, the ASSISTANT manager argued with her for 30 minutes, gave me a full refund.
I have told them there will be a discrimination lawsuit if I can find an attorney who will take on Sears.
The reason being, is I am a woman, and not once did the salesman, justin offer me a refund.
The Assistant manager asked my boyfriend to go into the back with him. They came out and Richard told me they would give us a refund.
That is when the 15% stocking fee came up.
So, my question to any attorneys out there, does that constitute a discrimination against a woman. A man can be given a refund, but not once did either the salesman, or the assistant manager offer it to me.
Also, while he was speaking to the National relations representative, he made an out and out lie to her, stating I was planning to go out and buy another weedeater, or had already done it.
This to me, is calling me a liar, and I didn’t go down there to be harassed, discriminated, stressed out, or called a liar. This can be attested to by my boyfriend who thankfully was there and heard everything that went on.
He even told the Assistant manager he didn’t appreciate the way both of us were being treated, like we do this for a living……
Well losing 15% doesn’t set right with me, and I would not have taken it back it the product had worked.
So, Eddie Farah, or any other attorney that wants to take my case with a discrimination lawsuit against Sears, please post a reply to this complaint, and I will be glad to let you handle it on a contingency basis.
I asked the National re Well losing 15% doesn’t set right with me, and I would not have taken it back it the product had worked.
p if our conversation was being recorded, taped, and she said yes. She also said she was noting the account as to what has transpired between the store employees, me, and the attitude with her, a national relations rep.
Please let me know if there are any other women out there who have had the same problem with Sears as to how you as a woman was treated, in respect to a woman asking for service and a man who you can provide truthful information to me.
Richard, my boyfriend, has agreed I was treated different, and he would tell me if that was not the facts.
Fran

On November 26th, 2008, we purchased a GE Profile Washer/Dryer w/Pedestals at a cost of $3825.29.

These were delivered on Dec 2, 2008.

On January 13, 2009, we had Sears repair come to evaluate and repair the washing machine as it would not spin the clothes dry enough to put in the dryer and why the dryer make a loud cranking sound and would not dry the clothes without repeating the cycle. I was told by the Sears repairman that he could not look at the dryer because "they" didn't give him a repair ticket for it. That all he could look at was the washing machine. We would have to schedule a separate repair. He left telling me nothing was wrong with the washing machine, but to be careful and not overload it. I said the Sears salesman told us it was an extra large front load capacity and that it can easily handle a king size quilt. The sears repair man laughed and said all the salesmen say that but it's just not true.
Five months later, I called Sears repair again for the very same reasons as before.
On June 9th, 2009, another Sears’s repairman came to our home and said that the washing machine needed a new Power Board at a cost of $434.45 and that the GE Profile dryer had a defect where the gas is plumbed into the machine. It has warped the side of the machine and that will have to be replaced at a cost of $117.80 for the labor only. (I have the repair receipts). I called Sears Customer Service (800-4MY-HOME) and spoke with Elizabeth in Customer Service Corporate, I told her I wanted a complete refund as even though we purchased the warranty, I didn't trust these machines because the Sears repairman told us that the GE dryer had a defect and that the GE Profiles break down all the time. I asked him which ones don't break down all the time and he said the LG's. He hardly ever has to repair them. Elizabeth said that since we were out of our 90 day window, a complete refund was not possible. However, she could offer a replacement. She gave us case numbers – washer #2646218 and dryer #2646230. We were told to go to our Sears store in Bakersfield, CA give the salesman the numbers above and pick out a new washer/dryer. If there was any price difference, Sears would credit our Sears credit card. We were to get only the item numbers from our local store and then call Elizabeth back at [protected].

On June 10th we went to the store, picked out a new LG washer/ dryer and pedestals. When we returned home and called the phone # given to us, we could not reach Elizabeth and further more, no one at the phone# she gave us even heard of anyone named Elizabeth. We gave them the Item #s for the new LG washer #28003 with a price of $1079.00 and LG Gas Dryer #58003 at a price of $1138.99, with (2) LG pedestals #13033 at a cost of $229.99 each. This resulted in a credit to us of $260.61.
So then we talked with Jeff, who arranged for the credit on our card by taking all of our credit card information and scheduling delivery of the LG washer/dryer and pedestals on Friday, June 12th between 2:30pm and 4:30pm. We spent an hour on the phone arranging for delivery of the new set.

On June 11th, we received a phone call from Anassa from Sears delivery to verify delivery on the 12th. This took another 1.5 hours on the phone as no one had the proper information.
On June 12th, the delivery occurred on time, HOWEVER they were not delivering the new LG set, they were delivering the same GE Profiles; I already had in my laundry room. They took the new GE Profiles back on the truck and we called Sears customer service again [protected]). We were told at this time that we had to talk to Processing [protected]) and see if they could figure out what went wrong. We spoke with Tamika, Shane, Jeff Deborah, Gail, Shangela…..over the next few days with no luck. During the time spent on the phone by my husband, I called our local Sears store and was told by the appliance salesman, if we purchased the new LG set with pedestals, they could deliver all of it on June 16th including pedestals.

On Saturday, June 13th, we spoke with Yolanda at 12:49pm and she immediately transferred us to Anassa. We were told there was a problem with the sales check. After being on hold for 45 minutes, Anassa told us that someone will process this and call us back in a few minutes. Well, you can probably write the rest yourself…..no one called us. We called back at 3:30pm and the only person we could get to answer the phone was Loss Prevention who said no one was there.

Sunday morning, June 14th, we received a call at 8am in the morning from Sears delivery stating that they were ready to deliver the GE Profile washer and dryer that afternoon. I laughed at this point and told her we already had a GE Profile set which we were supposed to exchange with a new LG washer and dryer. I also told her that on Friday, Sears had already delivered the GE Profile set and that it was taken back because it was wrong! My husband spent another day of phone calls back and forth with several different people at Sears with no avail. We were finally told that Sears could deliver the LG washer/dryer on Monday, June 15th, but that we had to go to our local Sears store to pick up the pedestals. We were to call Jonathon (Lg. Appliance Mrg at our local Sears store) to arrange for pick up by us of the LG pedestals. Of course, when we called our local Sears store, there was no Jonathan and no one had heard anything about a pick up.
On Sunday night between 6pm and 9pm, we received a voice mail stating our delivery would occur on Monday, June 15th between the hours of 12:30 and 4:30pm.

On Monday the 15th, about 11:30 am, we received a phone call from the delivery guy stating he was around the corner and would be at our home in 5 minutes. My husband asked him what he was delivering and he said a washer and dryer, but NO pedestals. When he showed up, he put the LG washer/dryer in our garage still in the boxes as he could not install without the pedestals. Also, he stated that he had no authority to pick up the old GE Profiles. At this point we were also informed that the pedestals were on back order until the third week of August. So now, we have the GE Profile set (that does not work properly) in our laundry room, and a brand new LG washer/dryer in our garage in boxes. Basically we were told we have to wait until the end of August to have the entire set installed in our house.

At this point, we called customer service again and spoke with Tamika (AGAIN). I asked that the phone call was recorded and demanded to speak to a manager so that I could get a complete refund as at this point I want NOTHING to do with Sears ever again in my life! She said that I didn’t need a manager, that due to all the mis-information and problems, that she would process a complete refund. She asked if I could please hold, so that she could process this. After 20 minutes on hold, ANGEL came on the line and was so completely rude; I can not even believe it! She said that we were out of the 90 day window for refunds and that nothing could be done. She stated she didn’t know who Tamika was but that she gave us mis-information regarding the refund. My husband grabbed the phone and asked to speak with her manager. She stated she was the highest level and she didn’t have a manager. He asked her what we are supposed to do with all of these washers and dryers and she curtly replied, she didn’t care what we did. We asked for a phone number for Sears Corporate and an email and all she gave us was an address of 3333 Beverly Road, Hoffman Estates, Illinois. She said there was no phone number or email. And then she had the nerve to say, “Thank you for calling Sears…have a nice day” and she hung up on us.
Immediately, I Googled Sears Corporate and found two phone numbers. [protected] and [protected]. I called and spoke with Sandy who transferred me to Tasha. Tasha explained that the refund has to go through the Processing Dept. and was again told a complete refund was not available, but Amanda in processing would refund our credit card $1000 and then told us we were responsible to find the LG pedestals.

Then Sears delivery called us and said that they would schedule pick up of our old GE Profile set on the 17th. My husband said, don’t bother coming unless you have the LG pedestals to go with the new set of LG’s sitting in our garage.

The next day, June 16th, we received yet another phone call from Sears delivery stating they would be delivering our GE Profile washer and dryer on June 17th between 10:30 and 12:30. The recording went on to tell me that we needed to make sure we had room for the new appliances and that Sears would need adequate access in order to deliver and install. There was a ph# to call if there were any questions. [protected]. I called @ 6:15pm and spoke with Macky who transferred me to John, who transferred me to Joe.
Joe listened to the story, read all the notes in our file and said that he could process a Full Refund, but Sears would have to pick up both the GE Profile set and the LG washer and dryer first and then 7-10 days later they would send the refund – and also that the refund could ONLY be processed as a credit on our Sears credit card. We said that we would not release any of the appliances until we received in writing on Sears letterhead that we would be receiving the Full Refund. Of course, Joe said that is not possible and that we needed to trust him. If we trusted everybody we have talked to in the last week, we would have five more sets of washers and dryers in our garage. Again, we politely said that because of everything we have been through, we did not trust Sears at all to come through with the refund.

So, we currently have brand new in boxes, a LG washer and dryer, but no pedestals. And, we have the original GE Profile washer and dryer w/pedestals that need to be repaired and returned. At this point, we will wait to hear from Sears and file complaints with the BBB and Consumer Affairs and also Sears Corporate!

On June 15th, we received a standard response from Sears Corporate stating that we needed to go through Sears Solutions. As if we hadn’t done that for six days in a row!

I am sending this information to any and all people who may be able to help me. This is the most ridiculous situation and all we want is a full refund of $3825.29 and SEARS can come and pick up both sets of washers and dryers. On top of everything else, FED EX delivered the Main Panel part for the GE Profile washing machine repair that wasn’t even scheduled. So now, we have that part sitting in the garage with the LG set.

Every time we speak with someone new, repeat the same information over and over and we are told a different thing by every person we talk to. We have done everything they have told us, but nothing has been resolved.

Sincerely,

Wayne and Sheryl Horne
[protected] or [protected]
[protected]@bak.rr.com or [protected]@bak.rr.com

Thank you.

My sears Kenmore Oven, which is 5 years old, malfunctioned today. The Oven Control Board Exploded. The Model # is 790.[protected]
This is a dangerous appliance!

This is a copy of a complaint I sent Sears

Repair of Self Propelled push lawnmower

Left for in warranty repair 5/15/09 at Sears store, West Town Mall, Knoxville, TN
Picked up 6/12/09
I have been a long term Sears customer, and have bought my appliances and yard maintenance equipment mostly from Sears for over 30 years, because of Sears service. Because of this experience with trying to get my lawnmower repaired, I am going to have to find a new source for appliances and lawn equipment who can render effective service.

1. The mower’s self propelled feature stopped working.

2. On 5/15/09, I went to my local Sears store in Oak Ridge, Tennessee and verified the mower is still under warranty. The salesman gave me an 800 number to call for service. The person on the phone told me to take my mower to the Sears repair center on Weisgarber Road in Knoxville, TN.

3. Upon arrival at the service center at Weisgarber Road, I learned that facility was closing that day for good, within 2 hours of when I arrived. The clerk at that store told me to take it to Sears and West Town Mall for repair. I expressed that this was quite a hassle, and of course the clerk didn’t care, as it was his last day to work.

4. Upon arriving at Sears in West Town Mall in Knoxville, TN, I was informed that yes, they would be handling repairs, but they had not been trained on what to do, and did not know how to help me.

5. The clerk at the store in West Town Mall told me I would have to take the mower to East Town Mall, MILES oat of the way for me. I refused and told him they would have to figure out how to do the repairs, and I could not teach them how.

6. After finding the manager, which took quite a while, she told me I could leave it and they would ship to Chattanooga, TN to have it repaired.

7. At the West Town Mall Sears store in Knoxville, TN, the personnel took my mower but did not offer to give me a receipt for it, and told me they would call about it. I demanded a receipt, but had to wait until the manager arrived to write a receipt with a salescheck number.

8. After almost a month, I had not heard from the mower repair. In the meantime, we had to pay to have someone cut our grass 3 times.

9. I called on 6/12/09 to the Sears West Town store and spoke with 5 different people who got my name and telephone number and that I wanted to check on the status of the repair of my mower, and each time after holding someone else would answer and I had to start over again.

10. One of the people I spoke with told me the mower had been sent to Chattanooga, TN for repair, where it was sitting waiting on parts to arrive, and I would have to call them for the status. I insisted on speaking with a manager.

11. Finally I was connected with the manager at Sears Lawn and Garden Department in the West Town Mall in Knoxville, TN. She told me the mower was in Chattanooga and I would have to call them for status. She said she would call back and give me a toll free number to call in Chattanooga about the status. She said she could not tell me the status, and it was not her job to tell me. I told her I did not think this was an acceptable way to treat a customer.

12. I called the Sears toll free number, and told them the troubles I was having. I insisted that they should inform the manager it IS her job to check on the status and let me know. The person at the toll free number gave me the number in Chattanooga to call. I told them I didn’t think it should be my job to have to chase down the status of this repair.

13. While I was talking to the toll free number, the manager called on another phone and finally asked for the model number of the mower, serial number, etc.

14. After several more minutes the manager called my wife back, and SURPRISE they had found the mower repaired, at the West Town Mall store where it was available for pickup!

15. Considering all this trouble I have had with Sears on this repair, I cannot help taking a lesson that Sears does not care a d___n about service anymore. Do you know any reason I should think otherwise? Why should I not next time instead buy from my local hardware store that has their own repair facility on site? Or why should I not by from a local appliance dealer who will be responsible for repairs? Why should I ever buy from Sears again?

16. Maybe another alternate next time would be to go to Best Buy next time. I already know they don’t care about service, and they ARE much cheaper than you are!

In December 2008, Sears sold me a protection Agreement for my GE refrigerator. The example that the salesperson used that if a part like my compressor failed, I would be covered. I purchased the agreement.

Six months later (June 2009), the refrigerator was not cooling and I called service. I was surprised to hear that it is the compressor that has gone bad and the agreement covers up to $500 and the part if $640. The agreement also states that Sears will reimburse me $500 but contrary to what the agreement states, Sears now will reimburse me only if I buy from Sears.

As much I have liked Sears and the Craftsman brand, I would now like to warn others NEVER to buy a Sears agreement and yes it is impossible to contact anyone at Sears. Represenatives are poorly trained and customers can spend hours on the phone trying to contact the "right" department.

I have been a regular customer of sears in Hastings for years. About 2 years ago this store lost the orginal owners and was taken over by corprate, there were some very pleasent employees during this change and I enjoyed the service even more. Two women and a few different men seemed to be working and answered all questions that I had. I have been back into the store enjoying the fact that i can spend my money in my home town. They now have new owners which are terrible. This is not what I expect out of Sears managers and I have stopped going to this sears becasue of bad service. The new managers only seemed to keep one woman, and one man from the group that corprate hired and this is such a shame bacuse the others were so willing to help. While I was in looking at products I was listening to the managers argueing in the back, literally screaming to eachother. Another thing I have picked up on is their Black list, it seems that they keep a list of customers that they do not want to help anymore becasue of complaints they recieved. I am lucky, I myself am not on the list becasue I have never complained to them, but as a customer have heard about this list.

I am truely in shock that Sears would do this to themseleves and hire people that are not old enough or maybe not smart enough to handle a store. I will not be returning to Sears in Hastings, and will spend my money with Menards instead, I also hope that something is changed 0r the store is closed due to being so rude, we had some hope since the last owners left, but seems that we have got terrible customer service with these new owners. Sears should not have sold this business to idiots, and could have considered keeping orginal employees that seemed to enjoy their job and be willing to admit that without customers they wouldnt have a paycheck, unlike the new owners.

I purchased two items from sears in kingston ny three years ago. the very first month the motor died and was replaced by sears later the gasket was leaking.
after that I had a another problem but since i did not have an extended warranty sears would not take care of the matter. could not use my lawn mower all last summer. found at that time that the transmission was broke so i finally got some money up to replace the transmission by a person who specializes in this. when the lawn mower was returned, it was smoking and yes the motor is broke and the gasket. I had asked sears many time to replace this lawn mower they would not even thought there was one problem after another. I only have 212 hours on this lawn mower. Yes it was purchased approx three years but I could not use it and sears would not back it up. I paid a lot for this. I was told to contact Husquavarna and Husquavarn told me to contact Sears. I have had a lot of problems so I kept trying to peruse sears and they would not help. so much for their policy of backing up their product . Now I have spent over 700.00 t replace the transmission and I still cannot use this lawn mower
Can somone help me out here. Obviously this was a defaulty item. I cannot afford to buy another lawn mower and I paid another 700.00 to replace a transmission that was new but did not work.

Our Ford Escape needed new tires. Due to the Economy we were only able to afford 2. 2 days before payday we had a flat and had to put on the "donut". When payday arrived we drove to Sears in Danville, IL 25 minutes away. We told the attendant we were only able to afford 2 tires and wanted to come back next payday to get 2 more. After they put the vehicle on the lift the tire technician informs us he can't replace just 2 tires. It is too unsafe for him to let us leave. After several minutes of arguing with him and the attendant that letting us leave with the donut on is more safe our pleas are not answered. I was even willing to sign a waiver releasing them from liability.

My wife and I managed to scrounge up enough money to get 4 tires on credit. I think this was Sears motive as they kept saying "if you put it on your Sears card you can get all 4".

During the two hour wait to get the tires replaced I even notified store security of a teenage boy stealing some DVDs.

After all of this I complained on the Sears web-site, and was told I would receive a call from the store manager. Weeks later i have not received a call. My dad was a Sears card holder even before magnetic stripes were put on cards. I am seriously considering never stepping foot in a Sears store again.

I placed an order in late May on Wed for a microwave at Sears.com for in-store pickup. The order went through and the email confirmation says that the item is ready for be picked up in 2 days pending another email confirmation. I forgot if the site indicated the item was in-store or not, but in any case, 6-8 days extra if not in-store which was totally acceptable. No email came on Friday or over the weekend. I called the store and I could hardly understand the rude employee but basically they received no shipment and told me to wait for the email.

I then called Sears Customer Care and credit must be given where credit is due, the agent was super nice but she wasn't able to help much because the system gave her no useful information to impart. First, she told me if a merchandise wasn't available to pick up in a store, my order shouldn't have gone through. When she tried to find out what was going on, the system simply indicated that the merchandise was out with no estimated date of arrival. Yet, Sears charged my credit card as if I already took the merchandise home. She also couldn't tell if any other Sears in my city had the item in store but I could look it up online, while I was on the phone with her, that another store had. That tells you how inefficient Sears' inventory system is. Then I asked if they could send the item from that store to the one I was supposed to pickup. She said their system couldn't do that but I could keep calling back to check if they'd new update on the delivery date. Amazing, what hoops I've to jump through. If I didn't call, I'd just be waiting, they don't inform you when they run out of stocks.

Then I emailed Customer Care to see if another agent could do something. I was then told to order it again for home delivery and Sears would reimbursement me for the shipping charge. Okay, that's good only the problem was that Sears.com stopped taking shipping order and I could only do a pickup (from a very faraway store). I replied with the info and asked what other solution they could give me. The next day they had the nerve to just cancel my order, without my consent! The rub is that I placed the order when the item was on sale and I used a coupon to bring the price even lower. I don't understand why they couldn't just keep the order and charge my card when they ship the item and let me, the customer, decide whether I want to wait or not. Of course, now they don't have to sell it at the lower price. So aggravating. They won't last long with this kind of retailing misstep.

Elderly mother-in-law purchased AC unit from Sears with an extended warranty. Unit broke down last part of April 09. Service tech replaced power cord about May 4 and suggested we have the 220 V outlet checked because he thought there was something wrong with it. My wife called [protected] to get some help and she was put on hold and each time left waiting until she realized she had been hung up on. This occurred repeatedly.

About May 29th a different repair man showed up. He replaced the power cord installed by the 1st tech because it was the wrong cord. Nothing is wrong with the 220 outlet. He discovered the compressor is bad and the control board is bad. He did not think it was repairable but the Service Center requires a repair...not replacement. I contacted Sears at [protected]. I spoke with two people seeking help. I explained to them that the technician could not understand why they were making him repair it vs. replace it based on its condition. The phone representatives said it was up to the service department not the technician. The service contract requires 3 repairs in one year before replacing the unit. They did give a number for a rental service which they would reimburse costs for. I requested again to speak to some one else - a supervisor/manager but neither phone agents would give a number. The second agent even told me she was at the highest level available...nobody above her. I called the 800 number again attempting to get somebody that would help. The 3rd individual put me on hold while she contacted another group. After about a 10 minute hold a different agent answered that had no clue why I called. The 3rd individual dumped me to a to another agent without relaying any info about my call. The fourth person said they would have my parts June 1st on an emergency order.

I wrote an e-mail via the Sears website to see if somebody at Sears would help my Mother-in-law. NOBODY AT SEARS CARES about their customers. The website noted that a response would be sent the next day. It is June 4th and I never received a call from Sears.

It's June 4th and no parts have arrived and my elderly mother-in-law is trapped on her fixed income with a broken SEARS AC unit. We are attempting to move her in with us to get her out of the heat. I called the 800 number today (June 4th) and a rude individual said there was nothing they could do. They are waiting for the manufacturer to find a part. I asked how long do we have to wait before they resolve this... year? I let them know that the Texas Attorney General is suing Conns Appliance Center for not honoring the service agreements they sold to customers. This is no different. They took my Mother-in-laws money and are not repairing the unit in a timely and responsible manner. Incidently, the cost of repairs (technician) and costs for parts - compressor replacement and control board - probably outrun the costs of a new AC. Maybe Sears wants to join GM and Chrysler in the bankruptcy courts. You can bet there will be lots of folks looking for new leadership if they looking for bailout money like GM and Chrysler have.

Sears service sucks... No show... Twice

I had already took off a work day 3 weeks ago for a sears technician to look at my refrigerator and order a circuit board. Part was delivered to my house and service was scheduled for last saturday from 1 - 5 pm. At 4:45 pm I got a little concerned and called. I was told that I was still in the queue for service. 6 pm or so, no call no service technician. Called again and was told he may still be making calls. 8 pm no call no call. Called again and was told the technician had put a note in the system that no one was home at 5:17 pm... Which is a big lie. I was home all day and had my cell phone was on me all day waiting for any calls.

Service was rescheduled for today. Given last bad saturday's experience, I requested that my call be as early in the morning as possible. I was given a window of 8 - noon with a notation requesting an early call. 12:15 pm rolled around and no technician and no call so I called. I was assured that I was still in the queue. Multiple additional calls were made to sears, including one where they told me the tech had completed his prior call at 2:15 pm and I was his next scheduled call and he should be on his way. At 4 pm I received a call saying they couldn't send the tech out (No reason why) and they were canceling the service call. I asked to speak to the tech manager who made that decision but I never received a call back.

Trying to get service before the end of the day, I made countless calls to customer service and a "3rd party resolution team" to see if they could send someone else. The answer was no. And I was even more flabbergasted when they told me the tech manager had pulled the tech from my service call because the tech had reached his limit for the week and they did not want to pay him overtime! That's not my problem, that's there scheduling problem. You just don't cancel customer appointments on short notice. My appointment had been confirmed twice the day before and several times today.

Also, no one at sears will give you their direct phone number so I must have spoken to at least 8 different people at sears today.

I can't tell you what a horrible experience this has been.

I work for sears essentials on 2150 S.Monaco parkway and the store manager they have his name is Matt and I have issues with the way he sees things for starters he's rude to his employee's like two weeks ago he was raunting and raving about stuff like the way products are ordered and people throught they where doing things right. Coming to find out we weren't and instead of being polite he want around yelling at is employee's and managers for it instead of showing them how to do things properbly not only that two month's ago I had back problems and the manager in my area said you don't have a back problem quit showing your in pain in I complained to the assistant store manager she called her to the office and had a talk with her in then the store manager got back from vacation and I guess he decided to keep her as a manager in plus another problem I have is the fact she can talk to people like there stupid in I complained to him about in he said she can talk to her assoicates that because she a manager in the only way she'll get in trouble if she says something like get the ### done or move your ###ing ### which isn't right that she can be rude to the assoicates in she doesn't have to be polite so anybody reading this if you don't want a store manager treats you like ### for your trouble don't apply at this store because it's really not worth plus not only that they didn't even honor a day of request for going to an appointment for school funding.

My husbands wallet was stolen and he had his $60.00 Sears gift card in it and Sears claims they can do nothing to stop it from being used. I purchased it with my credit card and they said there is nothing they can do to help us. We don't understand why Sears can't swipe my credit card and stop the gift card from being used and give my husband a new card. The card was not lost, it was stollen along with all his identity and money, I had hoped Sears would be more helpful in this situation due to the lose he has suffered and he shops at Sears all the time. I get him gift cards for Sears at least four to six times a year in the amounts of $60.00 to $100.00 and now I don't think I will be purchasing anything from Sears anymore since they couldnt help us when we needed there support in this terriable situation.

We are having a reface done that were were told would take about 4 days, it is STILL NOT done and has been 2 months! They have measured wrong and put the doors on the cabinets on that way anyway! One is even upside down! There are 3 doors with no glass where they were supposed to have glass and everyone at Sears says someone else is going to put it in. We were even told to go to a glass place and have it put in and get the galss from them! Then, the sink they sold me was not what they were trying to put in! They told me I would have to have that sink cause they did not have the one I wanted and ordered and paid for! The sink they wanted to give me for my kitchen was teh size of a small utility sink! Plus it was used! I think they pulled it out of someone elses home! I was then told I could go buy a sink to put in if I did not like their sink! So, I had to pay for that extra and out of pocket! Then they told me they would give me the money gack for it but did NOT give me the full price they originally said! Next they got the cabinets the wrong size and told me that that was what I ordered ! RIght, I wanted a cabinet smaller than the small one originally there! SO they tried to charge me to reorder that! Then they wanted to just keep the cabinets there in the corner and told me I didn't order the cabinet new when I did! So they charged me another $3600 for that but when I told them the price was crazy because it was more than the smaller cabinet with no door they knocked it down to $1500! Still! It was their mistake and I am paying for it over and over! then they did not even know what color for the granite countertops I ordered and they guessed! They also put in the cabinets crooked and kept telling us there was nothing that can be done! They then told us our FLOOR was crooked! Then they covered their mistake with trim after a huge argument! They left the cabinet with a space of a few feet between the countertop and the dishwasher so you could see the isulation from the dishwasher and told me that was how it had to be unless I wanted to get more new cabinets! they added a piece of wood and trim to hide that mistake!... Now, they measured 5 times 2 different times and still got the doors not only wrong but they are only Half the size of the cabinet! I was told they could not match the trim on the cabinets from one side to another because there would be a gap due to my saltilo tile floor! This was after they did the job so I could not say no! So the bottom will never match unless I get a GOOD company in because Sears will not help! When I call to complain they say it is all our fault that we have not made up our minds what we want done! LIE! We knew from day 1 and we did not measure wrong or do any of the terrible things they have done! They charged me $18000 and are still not done 2 months later. They also show up every day Sunday and holidays at 6 am and work a few hours one day only 2 hours and then they leave! They told us we had to move things like the appliances etc... and take down the microwave ourselves! This was not waht we were told originally! I have never seen such RUDE customer service and such horrible work and the lies are just crazy! I would never recommend this company to anyone for anything! They should go out of business I wish I'd read the reviews first!

A little advice on customer service.

I was walking through your store in the mall to get to another store. As I was walking back to go home I really needed to use the washroom. In your store there is only one washroom. I was really mad to find that the men's washroom was closed for cleaning. There was another man waiting to do his business, he told me that while they were cleaning the washroom we were to use the changing table washrooom. There was only one toilet in there. He was waiting in line. He went before me. He was taking so long. I knocked on the door and told him to hurry up. He did not answer. After this I knocked on the door again and told him to hurry up. He told me to ### off.

At this point i was pissed. (excuse my pun). Luckily I was in the stove section. I opened up on of the display stoves and pissed in there.

I then waited for the man in the washroom to ask him what took him so long. Finally I asked him when he came out. He did not answer me, all he did was give me the finger.

Hurry up with when you clean your washrooms, sometimes people really have to go.

On and tell the manager that I left a little "surprise" for him/her in one of the stoves. I forget which one though so tell him/her to check them all for their "present". This is talking about the store in Curtus Avenue Mall.

Sincerely

Brett

went to buy 2 tires from Sears and the salesman insisted that I needed 4 tires, that the 2 in front were "bald", but they were Goodyear Integrity tires with only 10, 000 miles on them. These tires are listed to wear for 60, 000 miles. He also said he wouldn't take responsibility for putting these tires on my car because I have a 4WD CRV, that should have all tires replaced, and it would void the warranty and damage my transmission. I did read my manual, and even though they recommend "that it is best to replace all four tires at the same time. if that is not possible or necessary, replace the two foront tire or two rear tires as a pair. I really feel like the guy was trying to shake me down for a $500 sale, and that I was a dumb girl who would know no better.

I purchased a new Dodge pickup in 1994, with plans to drive it at least 250, 000 miles. When the factory shocks wore out around 60, 000 miles, I went to my usual Sears store in Ames, IA and purchased a good set of lifetime shocks, knowing that I would need them replaced. I did, in fact, replace them twice, at no charge, at the Ames store. The store was closed a couple years ago, and I'm now in need of another set, as the ride is getting terrible, and I'm just short of 230, 000 miles. Now, apparently lifetime means something different. I went to the Sears store in Des Moines, and was told that the warranty says they can only be replaced if they're blown out or leaking. They say the shocks are still good, even though they have no damping effect left. I complained through the website, was told 3 times (form letter) that the store manager would contact me. On the last correspondence, they said the manager had replied back that he had left me messages 3 times. He either had the wrong number, or was a complete liar. I've chased this enough, Sears has lost a 40 year customer.

Hi, I would like a person that will call me as soon as possible
A cat did a "pipi" on my matress and I would like someone to respond. I know their is only 5 day to report it to you. My Guardsman Matress Protection Plan is 258034 and I bought the matress in march 2009.

Thank in advance

Viviane M. Hétu

viviane.[protected]@banq.qc.ca