Sears
reviews and complaints

We purchased two Serta iComfort Mattresses a year ago, they have very extended warranty period of 10 or 15 years, these mattresses are almost new, not more than a year old. One Mattress has a bulge coming out of the side that is not normal nor there before, it looks like it has come apart on the inside and is very uncomfortable to sleep on it. The other Mattress looks fine.
Have communicated with Sear since October 2012 via emails, sent more than 5 emals each time explainging the problem and adding pictures they request, have sent over 30 pictures with the various emails. Sears Mattress Warranty Customer Service continue to request more information that does not address the issue. I have requested a warranty replacement AND to this date I have not received any calls. Meanwhile, I am disabled and sleeping on the defective mattress is causing lots of discomfort. I have requested to have a manager contact me, included the name of Sears President and CEO, Louis J. D'Ambrosio to have this reach his attention and still have not had any result, nor have not received a call from a Manager to address this. No responses other than another canned email requesting again more information and pictures that have been already provided. WHAT DOES IT TAKE FOR A COMPANY TO STAND BEHINDS IT WARRANTY? HOW MANY MORE PICTURES DO YOU NEED? WILL LOUIS D'AMBROSIO STAND UP TO RESOLVE THIS ISSUE, STAND BEHIND A WARRANTY AND FIX THE ENORMOUS ISSUE OF CREDIBILTY AND LACK OF RESPONSIBILITY. I NEED TO HAVE MY SERTA iCOMFORT MATTRESS REPLACED!

Recently my spouse and I purchased a Maytag washer and dryer from the Sears Home Store in Regina. Purchasing our appliances was not the issue, we had great help from the sales staff in the store, but when it came to the delivery, I have never ever had such terrible customer service! My spouse called weeks in advance to have delivery set up for Friday, February 1, 2013. On Monday, January 28th, we recieved a call to confirm that someone would be home between 12pm and 5pm on Friday to receive our product. Nothing was delivered on Friday. After several attempts to reach someone who knew what happened to our delivery, the only response we could get was that there was a note on the file that said it was supposed to be delivered on February 1st, but then it wasn't going to be delivered until March 9! Over a month wait...and not even a phone call. We were supposed to have someone call us back to discuss some sort of compensation... that never happened.. we had to repeatedly call, only to get in touch with the most arrogant Sears representative who basically said they were not going to do anything for us. Needless to say, we will be cancelling our order. Unfortunately, I will NEVER EVER make a purchase from Sears again. Given their growing competitors, I highly recommend Sears takes a hard look at their Customer Service department and makes some improvement. Matter of fact, this was probably a good thing it happened because we found the exact same washer and dryer set at Leon's for three hundred dollars cheaper :)

I PURCHASED AN ELITE SIDE BY SIDE REFRIDGERATOR WITH THE CRUSHED ICE AND WATER IN THE FREEZER DOOR. WITHIN A YEAR THE MOTOR ON THE ICE MAKER FAILED. IT WAS DAYS PAST THE WARRANTY. THE MOTOR ALONE WAS OVER $100.00. THE DRAWERS BRACKETS STARTED CRACKING AND BREAKING WITHIN THE SECOND YEAR.
THAT WAS 2004 CASH PURCHASE IN 2004 OF OVER $2, 200.00 AS I STILL HAVE THE RECEIPT. ALONG WITH THE OTHER ITEMS OF STOVE, DISHWASHER AND MICROWAVE HOOD FOR THE STOVE.
IN OCTOBER OF 2011 THE FRIDGE STOPPED WORKING AND WAS TOLD IT WAS THE COMPRESSOR THAT IS $600.00 FOR THE PART ONLY.
WAY TO GO SEARS! YOU CREATE JUNK AND WILL NEVER PURCHASE ANYTHING AGAIN. THIS IS JUST NOT ACCEPTABLE TO PASS TO YOUR CUSTOMERS THIS KIND OF JUNK. THAT UNIT WAS TAKEN CARE OF PROPERLY ALONG WITH THE REST OF THE APPLIANCES IN MY HOME. I CAN NOT JUSTIFY ANOTHER 600.00 PLUS SERVICE CALL TO A FRIDGE THAT IS SO BROKEN DOWN IN LESS THAN 7 YEARS.
BUYER BEWARE FOR SURE.

Please see the complete text below for my complaint. I am still trying to deal with SEARS to return my money for an appliance installation that was not completed. I will never buy an another appliance from SEARS and I hope that you don't find yourself in the same situation. I have filed a formal complaint (see below) and have called the store two times asking for them to address the problem, with the response that "I should call back tomorrow". I received a form letter email from SEARS acknowledging my complaint and saying how they "Pride themselves on Customer Service" Pride themselves on customer service my foot. I don't think they know the meaning of customer service. Complaint below:

To whom it may concern:

I am writing you today to file a formal complaint regarding your appliance sales, service and delivery team. I should have probably launched this complaint over one and a half years ago, but until recently, I would have preferred to put the entire experience behind me and moved on. I purchased three appliances at Sears which were delivered to my new home in May 2011. I had such a bad experience with the delivery personnel, that it took me nearly one year to get the courage to buy the dishwasher for my kitchen. Nevertheless, I recently purchased a dishwasher again from Sears with complete assurance from the salesperson that I would not have another bad experience with Sears delivery and installation. I am writing today to complain that although the installation person was professional, he was still unable to deliver me the service that had been agreed to by the salesperson for the price I was quoted. Currently, I have a non-working dishwasher in my house with word from the Sears Appliance manager at the store that he will not allow the Salesperson to honour the price I was quoted.

Please, let me provide some background to my experience with Sears. In the spring of 2011, I purchased three appliances from Sears; A fridge, washer and dryer. I paid for delivery and removal of all appliances. In May, 2011, the delivery man arrived at my home and informed me that he was unable to disconnect the washer as it may cause a leak and they could not be held responsible. The man then asked me if “I had a husband or boyfriend that could do that for me, ” and when I replied no, he proceeded to hit on me the entire time that he was in my house. He did decide finally to disconnect the dishwasher after I tried myself and was unable because, “I was pretty” (of course it did cause a leak and I was required to have a plumber come into my house on an emergency call to fix the leak) .

He then proceeded to tell me that he was unable to remove the washing machine from my basement because it wouldn’t fit up the stairs. I have a very small basement, and because of this, I was forced to live with an old washing machine in my house for three weeks before the moving people came and were able to remove the washing machine (though they also did this for me because “I was pretty”). The delivery person did not also level the washer and dryer as they were supposed to do according to the terms of delivery. When the man came upstairs to unload the refrigerator, he insisted that he was unable to plug in the refrigerator since my plug at the time was not to code. At this point he proceeded to explain to me that he was very handy and that he should give me his number so that he could come by and fix some of the things in my house. This went on for about fifteen minutes and I did not press on getting the washing machine out of my basement because I just wanted him to leave my house. In fact, this old washing machine laying around continued to cause me problems because when the cable man arrived to install the cable, he informed me that his union did not allow him to move heavy objects, so he had to watch me move the washing machine so that he could complete his job.

In the end, I paid (I believe) $60 for a service that I did not receive, that being the install and removal of my washer and dryer, and also, I was emotionally traumatised by the series of events surrounding this purchase. So much so, that even though I finished my kitchen renovations in January of last year, I was physically unable to bring myself into an appliance store to purchase a dishwasher for my home.

Finally, in December, I decided enough was enough and that a house should not have a hole where a dishwasher should go for more than one year, so (having good experience with Sears in the past ...except for the delivery of my last appliances), I decided again to purchase a dishwasher from Sears.

When I spoke to the Salesman, I was surprised to finally realize how much I had been traumatised by this event, because when he suggested Sears could install my dishwasher, I nearly burst into tears right in the store. Nevertheless, he convinced me that it was not to be the delivery person that would come to my home but a professional installer, and I would not have the same experience this time. When it came time to pay for the dishwasher, he explained to me that the installation would be $175.00. I wanted to assure myself that this would be all, because frankly, all I wanted was that the person would come to my house, do their work, and leave. I confirmed with him that the electrical was roughed-in with wires and not a plug, and that there had never been a dishwasher in the house, so I didn’t know what the plumbing situation was. I wanted to confirm with him that that would be all, because as I said, all I wanted was it to be done quickly with as little stress to me as possible. I did not want any surprises. He suggested that I buy a hose “just in case” which I declined because I could pick one up at Home Depot probably for less money, and then confirmed that the $175 would include the installation and that I would not have a bad experience with Sears again.

Today the installer came and explained to me that my house was not properly plumbed for a dishwasher, that he didn’t have the equipment necessary, and that the cost of the plumbing had not been included in my quote. He was very professional, but he was not able to give me the service I had been led to believe would be provided. He called the manager at the St. Laurent store who confirmed to him that Sears would not be able to honour their commitment to me to install the dishwasher for the price quoted by the salesman. He suggested that I take up the matter with the salesman. I am now left with a dishwasher in my house that does not work, a likelihood that I am going to pay more money for something I had not planned on, and or be involved in a long battle with Sears for honouring their commitment to me. At the least, the simple and painless process which I had hoped and in fact pleaded for, has not occurred. I am now left with the battle with the salesman to honour his commitment, rescheduling a plumber and paying more money and missing more days of work, or hiring a plumber of my own and requesting that Sears reimburse me the $175 for an installation that did not occur.

Last time I did not request the reimbursement of the $60 as it seemed like too much work, but I assure you that this time I will not be paying Sears for a service that I did not receive.

I would like to ask Sears to honour their commitment to install my dishwasher for the price quoted and to try to salvage what is possible of a good relationship with their customer. If not, I assure you that this long-time customer will be one no longer.

I bought $4000 worth of appliances from sears 12/11/12 (chimney hood, garbage compactor, oven, cooktop) to be delivered on 12/21/12 (Made sure I get it for sure on that day, so that I can have my kitchen ready by christmas eve). They made a separate bill for the compactor, becaue they had some issues with their system. I also made sure that they put the delivery of the compactor with the rest, and they (sears sales) gave the instructions accordingly. I got a call on 21st dec early morning stating that my chimney hood is broken hence they cannot deliver it that day, and only on 30th Dec. I called the sales guy (he gave me his bus.. card), he tried to do some thing for me, but said sorry. I called the lady from the delivery dept.. (who called my on 21st morning), she said, 30th dec, I will receive the new one. I browsed through the internet and found the number for their complaint cell, called them and the lady gave me a complaint number, started telling me that things happen in life, we need to be readyto deal with them (opened my eyes :-) ) . She suggested that I can still have my christmas eve, without the chimney hood (Hmm, I didn;t know that I can cook on the new cook top without chimney hood :-) ). She offered me free installation (I had another bad experience before with sears installation), I promptly said no, requested my contractor to come back on 30th, who agreed for that and not charged me anything. I received the chimeney hood on 30th evening, installed it on 31st evening, Also, on 21st morning they delivered only the oven and cook-top (I was not home, my family got them), luckily, I came back just when the delivery people were about to leave, and I asked them what happened to my garbage compactor?, they mentioned they have only three items for me (out of which chimney hood is broken), and they don;t have any thing else. Upon my request they checked again and found my garbage compactor, After all the efforts to get all of them together, though it is the problem with the billing, I had to pay for it again (stress!)

Some one from the customer dept.. called and left a message saying that Bernice (who took my compalint) is out of office, hence the call. complaint number 1187849. I called next day and left a message to Bernice about my complaint number, waited for 10 days, no one called.
I called on 18th Jan morning to see what they do with the complaint, she said, she is glad everything went good and closing the case. I asked If I get compensated for any thing (for all the trouble that I had to go through dealing with sears), answer was NO.
She asked me If have spent any extra money for installation, for which the answer was no (my contractor was nice enough, he didn;t charge me anything, that too working on 31st Dec.. till 6pm).
I asked if I can get compensated for all the trouble that I went through, answer was NO. and, they asked me to call If I see any issues in the future (not sure what issues?) I said I am completely disappointed with SEARS, she said, she is so sorry, that SEARS is loosing me.
I thought I will be offered atleast some discount on my next purchase or some gift card etc.. to keep me with sears, NOPE, they lost me. I am planning to buy a new refrigerator, need to look for another place.
Lesson I learnt was, don;t call their executive office and book a complaint, you we be stressed more.
Good bye SEARS !

My wife and I own a Kenmore Elite Dual Fuel Range, Model #790.7938... We purchased it as a wedding gift for each other on May 6, 2005. On Christmas morning (12/25/12) we were cooking muffins in the oven and heard popping and cracking from the kitchen. My wife and I ran to the kitchen and found black smoke and flames coming out from the back of the clock and electronics. I quickly turned off the oven and the flames stopped. I then turned off the circuit breaker too. We then pulled the oven away from the wall and turned off the gas. Now the oven is locked like it is self cleaning mode and we cannot open the oven door to get the muffin pans out. I am shocked to find that on this site alone there are over 12 users withe similar failure modes. I am a electrical engineer who designs circuit boards that operate high voltage and high current energy. This type of design failure is unacceptable and consumers should be warned of the inherent danger in these products. After reading this website and seeing how many people have this same failure mode my wife and I will also be contacting the contacting Consumer Product Safety Commission. As it was Christmas morning when this failed my wife and I gave thanks that we were home when it did so no one was injured and nothing other than the range was broken. Many time since we have reflected that one of the features we use routinely is the delayed start function, imagine if this failure mode happened one of the days we used this feature. We could have come home to our house on fire!

I went to Sears Auto Center in Ann Arbor, Mi on 1/11/13 at 11:30am EPA MIG000010302 FACILITY F-108110 for an oil change and tire rotation for the first time. The technician broke off one of the lug nut studs when taking off my wheel! They told me I have to pay for it and it was $91! I told the service advisor that I was not paying for it, you broke it and I want my car the way it was before i brought it here! I asked for the manager who eventually came out after about 20 minutes, who did not have a name tag on and would not tell me his name. I told him what happened and I told him I wanted the piece that broke off and he said they could not find it but would look. 15 minutes goes by and I see the service advisor and the manager at the desk and I said i thought you wrere looking for my part and they simply told me they could not find it! I said and you had me out here waiting? When were you going to tell me. I pulled the manager off to the sode and told him not top talk to me like I was some stupid woman and he threw his arms up and said what do you want me to do? I SAID I WANT YOU TO FIX MY CAR! He said it was not his mechanics fault and i had to pay! I said you think I'm dumb but I knw exactly what happened.. your mechanis did not have his impat gun properly calibrated and put it on the lug nut and squeezed all at once and snapped off the stud! He would not admit it. I said i wanted to talk to his manager and he just tore off a piece of paper and said to call this number which he scribbled [protected]. I walked away crying! I saw the servcie advisor and asked him who his bos's boss was and he told e it was the district manager and he was there now. HE WOULD NOT COME OUT TO TALK TO ME, HE LEFT ME OUT THERE! i NOW KNOW THAT THE MANAGER IS STEVE GRZESKOWIAK AND THE DISTRICT MANAGER IS WALT WILBERT. I said you would rather me walk out that door unhappy because you broken my car for $91 and have me tell 20 people and post it on the internet than ow up to the mistake and fix my car? HE WALKED AWAY! He did this in front of other customers! I left the store with only 3 lug nuts on my left front wheel, PRAYING it would not fall off.. now it sits in my driveway afraid to drive it! Oh yeah, and I drove 20 miles just to get there! I do not hav ethe money to fix their mistake and I cannot drive the car and now cannot go to work! THEY JUST ABANDONED ME!

In an attempt to have Sears come and give me an estimate on my bathroom tub, I have been screwed and lied to repeatedly. First, I was told my local rep. had tried to call me the previous day to confirm - since they didn't get me on the phone the appointment was cancelled. I went back through the missed calls - none of them from Sears local guy. So I rescheduled I need an estimate on my bathroom tub - I called them 24 hours ahead to confirm (not wanting to wait for them) - all is well. 4:00 on the morrow they will come and give my estimate on the bathroom. Not exactly. 8:45 P.M. a message is left on my answering machine telling me my "kitchen" appointment needs to be canceled because all they have available is a "bathroom" representative. When I tried to call back the offices closed at 9:00 P.M. I called at 9:00 A.M. spoke with a sweet girl named Kavika who was helpful but after calling the local team, called me back to tell me they would not be able to make it to my place. I am tired of the lies and the run around - don't even bother with Sears!

Purchased a tire, had balanced and mounted on November 2, 2012. From day one seemed out of balance. On January 9, 2013 was having car serviced at my usual statiion. Mechaniic noticed sound of something rolling around in this tire. I asked that it be dismounted to find source. Poorly qualified technician had thrown the tire on without looking inside. We found a complete valve stem and some round piece of metal loose in the tire. Apparently its a good place to dispose of trash not to mention add road hazard. So I then had the other from tire removed because it, also, had something inside. This tire had been purchased at Sears Auto Center, Fair Oaks, VA three years earlier. This tire was found to have a piece of the rubber bead of the tire about 4 inches long which had been torn off during mounting. Again, very shoddy workmanship. Do not have work done at Sears Auto Centers. Shoddy workmanship, slow, poor reviews. I will not shop Sears again! LS, Fairfax, VA

Dear Sears, below you will find my original post from yesterday with replies. I did send an email to the address you’ve provided, I received no reply so far. I called Sears Commercial many times and had a technician at my house. He rudely informed me that he cant help me as it is the plumbing issue and machine was plumbed in incorrectly and I need to call the plumber. Sears supervisor Larry Bagleef advised me on the phone not to use an outside plumber as the adjuster from Sears Carly Anderson will contact me and when she sends the inspector he will evaluate the situation. The time frame for this action is unknown, meanwhile I am losing 100s of gallons of water in the drought state of CA and $100s as well. I also can’t use the machine Kenmore Elite that costs $900 plus over $2000 in water bill due to incorrect installation by Sears and the bill keeps going up along with wasted water. The service # is [protected] for you to follow through. Is Sears going to resolve this issue, take responsibility and rectify the situation or should I go the legal way along with Fidelity Home Warranty, State Farm Insurance and DWP of the state of CA that currently has strict laws imposed on water usage (and waste)?

Irena Prager “”THIS IS UNACCEPTABLE! Sears installed new washing machine in August and Sears installer messed up the connection so we had a huge leak (out of plain site) and lost thousands of gallons of water in California (where we have a drought and supposed to conserve water). We had about $2000 extra on the water bill and called the specialist from DWP that had discovered this tremendous leak. I called Sears on the 4th of Jan. and the gave me “emergency” appointments on the 10th while I have a fountain of water wasting our CA precious resources and my money as well. Sears rep advised not to touch (or fix) it before their technician gets here. Also they advised me to seek reimbursement from my homeowners insurance that DOES NOT COVER DAMAGE CAUSED BY LEAKING PLUMBING of from Home warranty Company (Fidelity) that does not want to deal with it either. The actual washing machine (Kenmore Elite) does NOT function as promised either, it fills out to the top while washing 1 pair of pants!
I NEED SEARS TO TAKE FULL RESPONCIBILITY FOR THE INSTALLATION ERROR, REIMBURCE WATER LAOSS AND REPLACE THE MACHINE FOR A DIFFERENT (MANUAL CONTROL) MODEL.””

o “Sears Cares Irena, I'm terribly sorry to hear of the troubles you are having and cannot even begin to imagine the frustration this must be causing you. We would like to speak with you further to see what options are available and request that you please send us an email containing your preferred contact information, including the phone number used when purchasing the washer, to [protected]@searshc.com. Please include your FB screen name (Irena Prager), so we can reference your post. Again, we apologize and we look forward to speaking to you soon. Thanks, Jay””
Irena Prager Thank you Jay. The email has been sent to [protected]@searshc.com. Will let everybody know how soon I get a reply and what will happen after.

This is unacceptable service from sears! Sears installed new washing machine in august and sears installer messed up the connection so we had a huge leak (Out of plain site) and lost thousands of gallons of water in california (Where we have a drought and supposed to conserve water). We had about $2000 extra on the water bill and called the specialist from dwp that had discovered this tremendous leak. I called sears on the 4th of jan. And the gave me “emergency” appointments on the 10th while I have a fountain of water wasting our ca precious resources and my money as well. Sears rep advised not to touch (Or fix) it before their technician gets here. Also they advised me to seek reimbursement from my homeowners insurance that does not cover damage caused by leaking plumbing of from home warranty company (Fidelity) that does not want to deal with it either. The actual washing machine (Kenmore elite) does not function as promised either, it fills out to the top while washing 1 pair of pants!
I need sears to take full responcibility for the installation error, reimburce water laoss and replace the machine for a different (Manual control) model.

The door on my oven after 10 years broke while I was using it. I have a extended warranty with Sears and called them out. So I guess my husband and I are so bored we have taken up using our oven door as a trampoline. I told tech I have no kids to jump on the door nor did my husband and I jump on it, then he said I put something heavy on it. The door is a monster to open and close and I didn't know that you cook on the door any ways I always thought you cooked on the shelve in the oven. The service tech then said it isn't covered under our extended warranty because we abused our door by jumping on it or putting something really heavy on it. I am pretty sure I can't lift a 100 lb to see if the door would break or not. I called customer service with Sears and was talk to unbelievably disrespectfully, Then I was put on hold with a customer service rep for over a hour. She then returned and stated it didn't matter if they sent a new tech out they will see what the 1st one said and say the same. I asked for a supervisor and she stated that she was as high up as I can go even though she was just a customer rep she apparently has no supervisor which is hard for me to believe. They said they will submit a complaint about how the tech treated us but his absurd diagnoses will stand and our door won't be fixed. The door fits perfectly, it still has the hinges as you can see in the photo below. If I was abusing it by jumping or putting heavy things on it, it shouldn't look new after 10 years and the door should not be fitting in place there is not even a scratch on the unit. It appears the inner door liner gave under the constant use of 10 years. I followed my contract and paid for the warranty now Sears needs to do the required repair and stop making stupid assumptions because none of them add up. Thing do give after 10 years and they should fix the door. I did look at a part site and the inner liner door which is the only thing wrong with it cost $146 which they should be able to get cheaper. The only thing that doesn't work is when I open the door it goes almost to the ground. it is fully attached and it fits perfect in it spot as you can see in the picture. I also attached a picture of the inner door liner where it gave way. There reason is absurd and I should have a right to be heard and this error corrected. Thank you for listening and your help in this matter.

On October 12, 2012, I purchased a refrigerator at Sears Canada, Calgary North HIll store, charging it to my Visa, and to be delivered to my home on October 18, 2012.
On October 15, I canceled the purchase over the phone and requested the Visa charge to be reversed. Someone from the store called me back to confirm the cancellation and I confirmed it. No fridge has ever been delivered to my home.
On my next Visa statement the purchase price has been reversed, the $204.69 delivery charge has not. I went to the store and talked to the salesman Jamie Barisoff, who telephoned their delivery department and confirmed that NO DELIVERY has been made, and said the delivery charge will be reversed and it will appear on my next Visa statement.
At my bank I was told to pay the Visa in full or I would be charged a 21% interest if I did not. I paid it in full.
Sears Canada has never reversed the delivery charge made to my Visa. Not in November, not in December, Sears Canada Inc. simply will not act on the issue. They fraudulently collected $204.69 from my Visa and to date have not reversed the charge.
Kathie Bondar
Email [protected]@airpost.net
Phone [protected]

I recently ordered a hot water heater online and realized that the delivery date was way to far away .so i called the next day and tried to cancel the delivery date of jan 14 2013 so that i could pick up my order from the store but they told me there is No way to cancel it at this time .I dont understand it ! (why)would i have to pay for a delivery charge if i just want to change my mind and pick it up, They are very rude on the phone i spoke with several customer service reps, They hung up on me when they are unable to answer my questions..then i called back asked to speak with a manager and he wants to offer me just 10 dollars as a credit..what the hell..I let them know i have to get a uhaul truck to pick it up, , I have to pay for that, , why would i let them keep my money for doing nothing..

I purchased a Kenmore Elite refrigerator from the Sears Outlet store in Willoughby, Ohio, which was delivered to my home on Monday, 11/12/12. One week after the fridge was delivered, I noticed the tile grout by my fridge was popping up and cracking. I also heard a drip noise (which I initially thought was the fridge icemaker). I moved the fridge and saw the water line to the fridge was not tightened correctly by the delivery people (it wasn't tight at all where it connects directly to the fridge). The water had been leaking behind my fridge into the access panel for a week. The water soaked all of the insulation in the wall area, and ran into the subfloor in front, behind, and next to the fridge. The subfloor had swelled and started to rise, which subsequently cracked the grout and popped the tiles up off the base floor. The water also had leaked into the closet area in the lower level of the house.

When I called Sears on 11/19/12 (which was immediately after noticing the water leakage), I was told someone would be calling me within 24-48 hours regarding the damage. However, I have had to repeatedly call Sears because no one ever calls me back. According to Sears computer systems, a claim was finally input into the system on 11/26/12. I was also told that the fridge was delivered by a 3rd party contracted with Sears called Spirit Delivery and Distribution. Since no one was calling me back, customer service provided me with the phone number to the distribution store. I was connected with "Bruce" who apparently is one of the managers for Spirit Delivery.

Bruce came to my house on 12/4 to assess the damage and take pictures. However, he never moved the refrigerator and I had to show him how to use his I-phone camera because he kept putting it on video record instead of picture. Regardless, he informed me that a damage claim would have to be submitted to their insurance company because of the extensive damage and I should receive a call from their insurance company within the next few days. But again, no one called me. So, after not hearing anything from him or Sears, I called "Bruce" on 12/19. He said he spoke with customer service and someone should call me within "a day or so". Since no one called me, I called Sears customer service on 12/21. I was told that the distribution center was sending me "paperwork" to complete and an email was sent to the distribution store manager (Mike) to call me.

I still have not received a call from Mike nor have I received paperwork to fill out. What I did receive, however, was a letter from "Bruce", dated 12/20/12, saying "After reviewing your claim and the notes that were recorded at the time of the incident I am going to deny your floor damage claim...On December 4, 2012, I noted that damage is 10 ft from the refrigerator and it appears that the damage was not related to hook-up of the refrigerator."

Please note that the damage starts behind the fridge and extends out about 10 feet in almost all directions. It does not START 10 feet from the fridge space. I have had contractors come to my house to assess the damage and even crawl into the crawlspace under the kitchen noting that the insulation under the fridge area is still wet. I am receiving estimates of approximately $6800-$8000 to repair the damage. Today is 12/27/12. I NOW HAVE HARRY MOLD GROWING IN MY KITCHEN WHERE THIS DAMGE IS and I HAVE SMALL CHILDREN! I have only received the run around from Sears customer service and Spirit Delivery and Distribution. This has been the worst experience.

In addition, customer service has repeatedly told me I can submit an insurance claim to my home owners insurance. But, why would I do that when this was something caused by your company or someone you contract with. Customer service also connected me with Sedgwick (or however, it is spelled), which covers Sears insurance claims, but Sedgwick said they don't handle the claims of the 3rd party delivery companies.

If this was your delivery experience with Sears, you would be as upset, if not more than me. I have only received the run around and I just want the damage fixed that was caused by the delivery of a fridge I purchased from Sears.

On Black Friday, ordered a drill and other items from Sears. Received the other items and when I checked the order history I found than Sears cancelled my order for the drill on Dec. 6 (with no explanation). I called on Dec. 10th regarding the drill and Sears did admit to cancelling the order, but no reason why. I inquired about crediting my credit card and was told that it takes 3-5 days to show up on my account. I waited until Dec 17th, and called again after no credit was posted to my credit card. Customer Rep noted my file and sent inquiry to case manager who would be in contact with me in 48 hours regarding the refund. On December 20th, called again to state that still no refund and that case manager has not called. Customer service rep requested that I wait another 3 days and check then since if "we" place another inquiry with the case manager, it could prevent me from getting a refund? I also asked if this was Sears standard practice to charge a credit card prior to fulfilling an order, and the Rep said YES, if you order and do NOT pick up the item in the store, then your order is charged at the placement of the order, and not when shipped (if ever). The Rep suggested ALWAYS pick up at the store and Sears will wait until you pick up to charge your credit card.

DANGEROUS Dehumidifier recall:

Sears is recalling dehumidifiers that were made by LG between [protected] due to fire hazard. Link to recall: http://www.cpsc.gov/cpscpub/prerel/prhtml12/12240.html

The problem I have with this recall is the fact that Sears and LG are only providing a prorated refund depending on size and age of unit. Looking at other recalls in the past that have been by LG included a free repair. This time they are not offering a free repair or replacement—only a prorated REFUND!

So now I have a defective dehumidifier that I must stop using immediately and go spend more of my hard earned money to replace it. I called Sears and LG only to get nowhere. They do not care! LG told me this is the best they will do. They do not care about their customers anymore!

A RECALL for a DANGEROUS and DEFECTIVE appliance should either get fixed or replaced with the equivalent, not a prorated refund.

Please post this and share this with everyone you know. There are more than 700, 000 affected units out there that need to be replaced. If everyone starts complaining maybe we can make Sears and LG do the right thing!

Thanks for posting.
Tim

Yesterday my family and I had a twelve o'clock appointment to get pictures taken. The lady that did our pictures was very unprofessional she was dressed for lounging, and just lacked the ability to do her job. We waited 30 minutes while she attended another clients pictures. I thought that is why we had appointments. Meanwhile my five month old son was getting fussy. My boyfriends eyes were half closed in one shot and when reviewing them she did not offer to retake them but suggested that was the best picture and suggested we get it in a small size, because she said no one will notice. That was very tacky. We waited for four hours and finally got to go home. I will never go back there again and I will not send my friends or family there. The ladies working there all seemed more into getting fuzzy holiday pens more important than helping the clients.

On July 16, 2011 I purchased a Kenmore 18 SEER central air conditioner and air hanger system which was later installed by a Sears certified mechanic on August 5, 2011. Since that time I have made numerous phone calls to both the store (Sears in Stroudsburg, PA) and the project manager (Hector Toledo) asking for a AHRI certificate so I could file for a $300 HVAC equipment rebate from my energy provider (MetEd). Everyone who has answered the phone and been very pleasant and has promised that the appropriate person would return my call, but no one has ever called me back. I placed at least a half dozen calls within a six month period immediately following the sale.

When we got an unexpected hot spell in April 2012 we turned on the central air conditioning system and got a surprise – it blew hot air. Again, I called Sears but no one returned my call. Luckily, I had the business card from the mechanic who installed my system (Mike from MJA Heating & Air Conditioning) and he promptly returned my call and came out to investigate. He found that the compressor wasn’t working and needed to be replaced – only 8 months after the initial installation. He said that there was a leak and that things like this occasionally happen. I took him at his word and left it at that since he was replacing the unit at no cost to me.

Since that time, I have contacted the Air Conditioning, Heating, and Refrigeration Institute (AHRI) myself in hopes of obtaining a certificate so I could file for my energy rebate. And, lo and behold, I found out why no one from Sears had been returning my calls. When I provided the model and serial numbers of the equipment I was told that the air handler was not certified to work with in conjuction with the condenser that was installed. The air handler should have been an FVM4X60. They then told me that the systems:
• Would not render 18 SEER
• Would burn each other other due to system contamination.

I have since spoke to several people from various air conditioning companies and they all agreed with the information provided by the AHRI.

This system cost me $9, 968.00 which I have been paying off monthly. My interest free period expires in February 2013 at which time I had planned to pay off the unit in full. This now puts me in a difficult position since I know that what was installed was not what I paid for. I purposedly purchased a high efficiency system to keep my electrical costs reasonable since electricity is my source source of energy for the house. I am also concerned that I am going to miss the deadline for the $300 energy rebate (which is June 2013). But most of all, I am afraid that the system is going to repeatedly malfunction. The inconvienence is bad enough since repairs require time off from work, but I am most concerned about the out of warranty costs that may incur.

I am contacting the Better Business Bureau in hopes that you can can intercede and render satisfactory results. But, if you feel that this needs to be fought legally in court, your recommendation on how to proceed would be most appreciated. I’m not sure if I need a contract lawyer (breach of contract in not providing a certified 18 SEER system) or a criminal lawyer (for fraud). I would like to avoid having to go to court to resolve this issue, but need to get this issue resolved before both the energy rebate time frame or the interest free payment period expires.

I have copies of all of the paperwork, but have summarized some of the key information for you as noted on the following page of this letter.

Sales Information:
• Sears Office Location: Phila-3199
• Salesperson: Scot Williamson
Email: scot.[protected]@searshomepro.com
Cell: [protected]
• Job # [protected]
• Proposal date: 07/16/11
• Furnance/Fan Coil model: FXM4X4200A
• Condenser Unit: *4A836GKD
• Purchased by: Phyllis M. Hauner-Morris
Address:28 Laurel Ridge Road, East Stroudsburg, PA [protected] which has since been re-addressed as 2142 Laurel Ridge Road, East Stroudsburg, PA [protected]

Installation Information:
• Installation date: 08/05/11
• Air Handler model FXM4X4200A1, serial A1119847981, breaker size: 15
• Condenser model T4A836GKD200, serail E112520529, breaker size: 30
• Mechanic: Mike
Cell: [protected]
• Project Manager: Hector Toledo
Work phone: [protected], extension 41506

Outdoor unit replacement:
• Installed April 2012
• Serial # E102409335

Energy provider: MetEd

AHRI:
• Website: www.ahrinet.org
• Phone: [protected]
• Fax: [protected]
• Address: Air-Conditioning, Heating, and Refrigeration Institute (AHRI)
2111 Wilson Blvd, Suite 500
Arlington, VA 22201