Sears
reviews and complaints

October 2007 I used my Sears card at Sears Optical to purchase a pair of glasses on a really good sale. I was reminded repeatedly how much I was saving. Ok, great. Now it's almost September 2008 and I still don't have what I asked for almost a year ago. I hope no one has ever gone through this kind of ordeal, because it is ridiculous.

I did get my glasses after about a month, only to find that they didn't contain the transition I asked for. I came back and new lenses were ordered. I was having major surgery in December so I didn't bother to call to ask about them until late January when I had recovered (I had jaw surgery and could not speak well). I have taken countless trips to the store to inquire about my lenses. They have now, after all this time, been ordered about 7 times and each time they come back identical to the previous incorrect pair.

That's not even the bad part. The part that is most frustrating is that the person who works at the store, who I was told works there because she "thinks outside of the box" (OH PUHLEEZE), refuses to acknowledge how much ### this is for me. Instead she tries to get me to feel sorry for HER since she can't seem to get my order right. Instead, all I got over and over again was a barrage of excuses. The delivery person stole thousands of dollars of goods and is being incarcerated, the system is down, the system is new, the system is broken, it's a mess back here, I don't know where the other person puts things, the people at the lab messed up again. Then I got guilt trips, such as "I take this to bed with me, " "This whole ordeal keeps me up at night, " etc. I was also told the numerous times that clear lenses came in that each pair cost their business $400 a set. I'll be sure and send an apology for their trouble ;-). However, I was comped a pair of sunglasses (which I don't wear because they aren't prescription). Additionally, I was given a free set of clear lenses (which are of no use to me at all). The lady claimed to have filed a complaint with the CEO of the company because the lab was apparently at fault each time.

Three or four times ago that I went to check, I went with my mom because were having lunch together. It has become a running joke (which is not really that funny) that every time I go there or call I will never get what I want. So once again when the lenses weren't in, or suddenly disappeared from the system (the orders), or were just shipped, or were on their way, or were lost somewhere, I forget, it's all a blur now, the lady there says "wow you've been so patient, " and I said "Yeah, to your face." And my mom told me later that the woman said to another person nearby that that was not very nice of me to say that. OH, SORRY FOR NOT BEING NICE. I think upset sort of comes with the territory. I've spent more money in gas to pick up my non-existent lenses in the last year than I had on the glasses themselves. So much for a flipping sale.

Oh I also much mention that the last time I went in, the lady who works there lost her husband a few weeks ago. So when I went to ask for my glasses she said she had been out for weeks because her husband died and she hasn't had time to look for them. I'm not saying that's a lie... what I am saying is that isn't my problem nor is any of the other reasons why I haven't received what I ordered. I asked for a full refund at one point and she said ok hand over the glasses, and I said why you're just going to throw them away, and they said well you can't have the glasses and the refund. If it were me working there, I'd give the customer whatever they reasonably asked for to save them from losing more business down the road.

I have told everyone I know not to go there, and made sure to make a stink when I do go so the people in the store might be warned about the ### they may possibly end up enduring like I did. I filed a complaint with the better business bureau (which I had never done before, in case you think I'm an avid whiner). Sears never responded so my complaint file was closed, and I received a notice that consumers would be advised to be cautious with them in their dealings. Hopefully someone benefits from this mess. I sure haven't.

On
Jan 02 2007, I purchased a sears kenmore oasis washer model #
110. [protected] ser # ct 4971637. About two months ago, I started
Experiencing problems with my washer. Within seconds of starting the
Washer, it stopped and code "f1" flashed on the screen. Since then,
Every time I start the washer, it stops and I get f1 code. It takes
Anywhere from 3 - 15 times to get it started... By stopping and starting
Repeatedly. Additionally, it frequently stops again at the rinse cycle
And I have to go thru the same process to get it going again. It is
Time consuming and frustrating. Shortly after this occurred, about 6
Weeks ago I contacted the rework line and was told by the customer
Service that this problem was noted and that there was going to be
"recall" or flash. She was very nice and advised me that in 2 - 3 weeks
I would be receiving a notification card in the mail regarding the
Problem an dat that time I could call the service number for free
Repair. Well, it has now been 6 weeks and I still have not received the
Card. So today I called the rework number and this time was told it was
Not under recall or flash repair! And it was never going to be. I was
Told that the information I had previously received was false and that
My only option was to schedule and pay for repair. Based on similar
Complaints I noted on line, this repair can cost up to $500. 00 and it
Still may reoccur! This is unsatisfactory. I paid over $1000. 00 for
His applinace less than 2 years ago. To be told I will have to pay
$500. 00 for repair is maddening. I have been a long time customer of
Sears and I am not happy with the service I am receiving on this issue.
The problem with the machine is not related to any type of abuse or
Misuse. Based on all the complaints I have seen on the internet, this
Is clearly a manufacture or design problem that sears should acknowledge
And fix.

Listen to my words...Don't buy windows from Sears. The windows themselves, Simonton, are a great product. The installation/final product of the craftsmanship that I expierenced was poor. The guys that did the work seemed nice, but they are under pressure to install and get out. In my case they drove from Sacramento area at 2:00 a.m. arrived in Eureka, at 8:00 a.m and 'installed' 12 windows by 4:00 p.m...Four of the windows were done well, the others were done poorly, each window installation progressively worse as the day went on. Specifically, there was splintered wood and crow-bar marks left on the inside casings of 5 of the windows. I had to get supplementary help to finish the job. Sent pictures to the Project Coordinator...you know what, they don't really care, and once you complain at all, forget getting in contact again. The Project Coordinator did say he would send someone back in a week, but the point is, you have to feel kind of ripped off and even emabarrased that you got taken for the, "a job you will be proud to show off" lure they present.
Oh yea...the famous Warranty dosen't cover labor...ask the sales pimp about that if you are dumb enough to call them.
I'm not trying to get anything more out of Sears, I'm a teacher, and have nothing at all to do with any window company. Sears is easy, but some foot work and research will save you considerable money and embarrasment, and I have the pictures to prove it.

We Bought a Kenmore Ellite refrigerator and freezer. These are two separate units one whole refrigerator, and one whole freezer in January also bought the 5 year warranty. The refrigerator started leaking. After several attempts to repair, they have decided to replace the refrigerator (That was over 3 weeks ago and I still have not heard from them) so I continue to wipe the floor from the leaky refrigerator and I am really worried that this is going to damage my floor, (I wonder if Sears is interested in replacing my floor). The freezer is also having problems with icing on the door, so they scheduled an appointment and had some parts shipped to the house, the repair man comes last week and says they are doing a different repair attempt and ordered more parts and left, so the parts came and the repair man came today and tried to fix it, now the freezer is not freezing anymore, in fact it is starting to sweat, my items are starting to thaw out and the $250.00 food loss coverage they offer wouldn't even began to cover my items in my freezer. I called the repair department to try and set up service they said well the earliest is tomorrow between 8-5. They did not care that this is an emergency, they will not do anything to help. I bought their warranty on good faith and paid for it up front and they have the nerve to tell me the only thing they have to do is to schedule an appointment. I am very disappointed in Sears and their service.
The stress of this situation has been very difficult on my self and my family. By the way they have known about the problem with the freezers for over a year.

I would like for them to replace my refrigerator and freezer with the Kenmore Pro, and I think they need to do it with a huge discount. (Kenmore Ellite is made by Frigidair and Kenmore Pro is made by Whirlpool). I have suffered a lot of loss, not only with items that I have lost due to faulty product also the time I have spent many hours waiting for their service.

I placed an online order for a TV on July 7th. The receipt indicated that the TV would be available for pick up in approximately 11 days. My credit card was charged immediately.

The item was delayed twice. On July 29th, I attempted to cancel the order. Eventually I called the White Marsh store. I was given a cancelation number and told that I would see a credit reflected on my account in 24-48 hours.

The following day I recieved an email that the item was being delayed again. So I forwarded that email to the order area along with this note:

"After several unsuccessful attempts to reach someone, I finally spoke with a representative at the WHITE MARSH location regarding my order. Order # XXXXX Due to the delay in the availability of this product, and the fact that my card has been charged a month prior to the item being made available, I had asked for the order to be canceled. I was assured that the order would be canceled and given a confirmation # of XXXXXX. I was told that I'd receive an email notice verifying this and that my the amount would be credited to my card within 24-48 hours. I have no email verification and would like to make sure that the amount will be credited to my card. The 8.9% finance charge would be nice as well, but I suppose that's a pipe dream. Thank you for allowing me to take my business elsewhere. Everything was handled promptly and efficiently by one of your competitors. Please insure that the credit for the cancelation of order # XXXXX is applied tomorrow. Once again, the confirmation number provided by the representative in the WHITE MARSH office for cancelation is XXXXXX. "

I recieved the following reply on July 31.

"Dear Ms. XXXX,

Thank you for contacting sears.com. I apologize for any inconvenience

you may have experienced with your order. I have researched your

cancellation request and have forwarded your request to the proper

department. Please allow an additional 24-48 hours to receive

confirmation of the cancellation. If you have any further questions or

concerns, please feel free to contact us at the number listed below.

Sears Customer Care

webcenter AT customerservice.sears.com

[protected]"

On August 5th, I recieved another automated notice that my item had been delayed. This percipitated several more calls and another email.

On August 6th, I recieved the following reply:

"Dear Ms. XXXXX,

Thank you for contacting sears.com.>

We are sorry to hear that you wish to cancel your store pick-up order. We have forwarded another cancellation request to the store for processing. Once processed, your credit will be issued to the credit card used during the initial transaction. You will receive your credit within 7-10 business days, along with an e-mail notifying you of the cancellation and credit to your account. Depending on your credit card billing date, the credit will appear on one of your next two billing statements. We apologize for any inconvenience this may cause.

We hope you will return to sears.com for your online shopping needs. If you have any comments or questions please contact us at [protected]. Thank you for your business.

Rod N.

> Sears Customer Care

webcenter AT customerservice.sears.com

[protected]> "

On August 13th, still not having resolution (7-10 business days is unacceptable when it takes 2 minutes to swipe a credit card) I attempted to contact the White Marsh office to verify. I guess you have to talk with Teresa, Jamie (the rudest rep I've EVER spoken with), Katrina, Rita, Jennifer, etc.

Today (August 13) is the first day I've had an email confirmation of cancelation. Hopefully my refund is applied soon.

Kenmore elite trio 795.7756, 57
Us
The kenmore elite trio refrigerator is a terrible product! I have had mine 1 year and 3 months and it has been nothing but trouble. I had either 4 or 5 service calls in the first year. The most serious ones involved the icemaker fan. A service call means getting off of work and being by the telephone from 8 am to 5 pm waiting for a call from the service person. So that was 4 or 5 days off work. Having this refrigerator is like having a sick child. You will miss a lot of work. If you make the mistake of buying one, don't tell your employer! The service call that was the most irritating was the first time the icemaker fan went out. I waited without ice and water for 6 or 7 days for the service man to show up. He showed up and did not have the part to repair the refrigerator. That meant I had to wait another week or two to get the part. It was mailed to me then I had to take another day off of work and sit around waiting for the repair man to come put it on. It was such a mess, I had to totally defrost and restock the freezer. My new wood floors were also getting damaged by the constant water leakage. I should mention that I told the service department prior to the first visit that the error message said the icemaker fan was the problem. Why did that not alert the service person to put an icemaker fan on his service truck? I think we had to do without ice and water for over 3 weeks, it may have been closer to 4. This refrigerator is a top of the line model that was very costly ($2308.91). I have always heard that you get what you pay for which is totally erroneous in this case. That was the first repair of the icemaker fan, the next time it went out the service man was savvy enough to bring a replacement part with him. He fixed that a little over a month ago. I bought a service contract ($159.00) because the first year track record of this appliance was so bad. I never buy those things but felt that I had better protect myself with this lemon. It was a good move because I am now on icemaker fan number 3. I called last saturday for service but they cannot come until the 21st.in the meantime, the temperature is 70 degrees inside my refrigerator (Wonder how my food will fare in there for almost week? Of course there is no ice and no water and water is again leaking all over my new wood floor and a piece of it is buckling up. I have had it with sears and will no longer buy as much as a sock in their store. Beware of kenmore products!
Update: the saga continues,
August 25, 2008 the repairman came last thursday (August 21st). I had to be here from 8 am to 5 pm and he came around 3:00, another day away from the job. He could not fix anything because he did not have any parts. He ordered the parts which came on friday. He cannot come back to install them until september 4th. I will have to stay out of work again and wait from 8 until 5 and see what happens.in the mean time my freezer is defrosting and soon all my frozen food will be history. If the repairman fixes the refrigerator on september 4th, I will be without a refrigerator for 2 weeks and 4 days. I hate sears and their lousy service.

3 refigerators to get one that works, last all my food in the process. Plus time off from work to accept delivery each time. Then I sent in my delivery refund for $75 which was refused because the refrig number did not match (of course not it was the 3rd refrig) After a 1/2 day on the phone, several calls and finally talking to manager, refund is granted. I ask about the food and they said well if you don't by the $200 guarantee, you are SOL. Manager has no power to make customers happy, that is their policy. OK, they join the list with Best Buy and Comfort Inns, (In 10 years they have missed out on now $4000 worth of my business. do they care, no) Buyer beware. Use Ebay!

These are the emails I sent Sears and the reply I received from them...I bought a new stove online and recieved it damaged but did not realize it was damaged until the NON-SEARS delivery men were gone.
I have been buying my tools and equipment from Sears for over 13 years now but there service has dropped off dramatically from what I can see with their online and phone support...Hell you can even send an email complaint to any executives in charge of service and support...Go figure...

Here are the emails I sent/received...(edited for my security)

From: Scharf, Robert
Sent: Monday, August 25, 2008 8:52 AM
To: '[protected]@sears.ca'
Cc: 'RJ Home'
Subject: RE: CASE: 1354918 needs parts...

I already told you below, that I called them 2 times now and each time was on hold for almost 45 minutes and still no one has gotten back to me as to a confirmation if the parts are already on order. I was told it was a FAST, which means they have to order the parts from the manufacturer. This was authorized by Kaila at extension 5002. I just need someone to confirm that this order was indeed put in when I called because it is 4 weeks now since I've had the appliance and the bottom drawer does not work properly.
Would it be faster if I just contacted the manufacturer directly? I have been dealing with Sears for over 13 years and never before received an item damaged. I didn't realize it would be this hard to get parts for a $500 appliance that was delivered over a month ago (July 22) damaged. :(
Robert Scharf

-----Original Message-----
From: [protected]@sears.ca [mailto:[protected]@sears.ca]
Sent: Friday, August 22, 2008 3:56 PM
To: Scharf, Robert
Subject: CASE: 1354918 needs parts...

Hello Mr. Scharf,

Thank you for taking the time to contact Sears.

In order to resolve your inquiry and better meet your needs, we ask that you contact our Product Repair Service department at [protected].

Our operators are available to assist you 24 hours a day.

If you need any further assistance, please do not hesitate to contact us.

Thank you for choosing Sears.

Regards,

Jean

tmp

Email is a non-secure form of communication and customers should not include any sensitive account information in any email to Sears Canada Inc.
Le courriel n'est pas un mode de transmission securise et les clients doivent s'abstenir d'y inclure tout renseignement sensible sur leur compte dans toute communication electronique destinee a Sears Canada Inc.

From: Scharf, Robert
Sent: Friday, August 22, 2008 1:49 PM
To: '[protected]@sears.ca'
Cc: 'RJ Home'
Subject: needs parts...

Hi:
I bought a 30" Range from Sears, which was delivered on July 22 and the plastic tabs that hold the bottom drawer in the range were broken. I have talked to Sears over the phone twice now to try to get these plastic parts shipped to me but have received no confirmation that this is in process.
The range is online item #[protected], model [protected], serial number #########
Can you please confirm if these plastic parts are on order for me?
Thanks
Robert Scharf
Nepean, Ontario

I am writing on behalf of myself and my family who purchased a Kenmore refrigerator from Sears, along with other appliances, in April 2006. Five months after the purchase, the refrigerator stopped working. The technician who came to fix it said the fan had broken. This first visit by the technician led to a complaint I already made because he did not submit the food loss records I tried giving him and this led to Sears not honoring the $250 food loss reimbursement.

The following summer, our refrigerator stopped working again. This time after calling Sears and finding out it would take over a week to come fix our fridge, my husband decided to try to turn the refrigerator off for several hours and try to turn it back on. The fridge began to work again after we plugged it back in but we had already lost much of the perishables in the fridge. We decided not want to write another letter claiming food loss even though all our perishable foods did spoil. We had a problem with our refrigerator twice already and, again, in the summer of 2008 we had it break on us again. This time when my husband pulled out the fridge to unplug it, the copper water line burst and we had to turn off the water to the fridge. This occurred July 21, 2008.We called Sears immediately and was told by Lisa that the water line was covered by our Protection Agreement and extended warranty. When I asked when was the earliest Sears could come and fix the broken refrigerator and water line, it would not be until July 30. I was so upset because each time we have had problems with an appliance, it seems that Sears does not seem to make it a priority to send someone out as soon as possible. My husband unplugged the unit again but when he plugged it in a few hours later it was still not getting cool. We loss all the food in our fridge and added to that, I had just gone to the grocery store right before the fridge broke down. We had well over $250 worth of food that went bad very quickly. That day, I spent over an hour calling different Sears departments to request a quicker response to our refrigeration problem but to no avail. When I spoke to Gerald, not only was he rude and inconsiderate, he matter-of-factly stated he, nor a manager (because I requested to speak to one) could do anything to speed up the process of getting a technician out any earlier than the 30th. He then told me to call the local Sears service number [protected] to see if they could help me and then he said he would attempt to get a manager. He kept me on hold for almost 20 minutes pretending to get a manager the entire time. I was so fed up I hung up the phone. I finally spoke to Latina who at least showed some compassion for our situation but she could not do much except put in a request for an earlier service appointment. She suggested I call another number which I did not write down because it seemed like every time I called Sears, I would just get the run-around to call someone else or some other department which in turn would then tell me to call another number. She promised that I would get a call no later than the end of the business day of the 21st letting me know an earlier date for someone to come out to fix our unit and water line. I never received a call.

The next day, my husband tried to plug in the unit again and it actually worked so when a technician came 9 days after we called to get a service appointment, it was running OK except the water line was still busted. He told us that since the fridge was working when he arrived, he cannot submit for food loss and Sears does not cover copper water lines, only plastic. This truly infuriated us. I could not believe that Sears will now take the stance that they don’t repair copper water lines (even when it was installed by Sears) when I was told they do when I first called on the 21st. Also, we could not believe what he was telling us- that we should have left the unit alone and not tried to fix it ourselves because when it begins to work again, Sears has no liability.

This is truly outrageous that Sears will first sell protection agreement plans and extended warranties and not follow through with the promises set forth in the warranty and plan. We ended up hiring a plumber to replace the copper line and had to incur an out-of-pocket expense of $287. Secondly, what suggestion does Sears give to homeowners that need a working fridge in the middle of summer besides waiting a week and a half for a technician to arrive to look at it? Also, is it truly reasonable for a fridge to break down every summer? We cannot afford to continue to unplug and plug the unit in as our food spoils in the hopes of it running properly. We truly believe your company has employed very deceitful and unfair service tactics that truly prevent a homeowner from being treated like a valued customer. Sears does not believe in doing what is right. Instead they will cut corners and lie about what is covered and not covered and make it nearly impossible for anyone to get their appliances serviced within a reasonable time frame. What is an extended warranty worth if consumers are prevented for ever really using it. I truly believe Sears sets a policy to sell as many extended warranties as possible to unsuspecting customers only to make it very difficult for customers to actually reap the benefits of the warranty.

Our refrigerator is a lemon. When it broke after only about 5 months into it being installed we knew it was a bad sign of things to come. We have had more problems with this fridge than my parents have had with their 15-year fridge. We also spent a great deal of money purchasing this lemon that we have regretted ever since.

I am requesting reimbursement of $250 for the food loss in July 2008, $287 for the copper water line having to be replaced, as well as demanding a replacement for our refrigerator that continues to give us problems. Our other Kenmore appliances have help up well so far but the rate at which our Kenmore refrigerator has broken down on us is inexcusable and needs to be addressed. And added to the stress of our lemon of a refrigerator is the fact that our protection agreement expires in January (as I was told on the 21st).

I can guarantee our fridge will break down again next summer and we will have to incur more financial and emotional losses to replace spoiled food as well as to pay for a service technician to come and try to repair it again.

As consumers who do not write a complaint for every little disagreement we have with a company but I think of all the companies we have had business with, Sears is, by far, the worst in customer service and reliability. If I counted the hours I have spent trying to get our fridge serviced or attempting to speak to a manager about our problems, I would estimate well over 10 hours in the past two years. None of those calls resulted in any issues being resolved; Instead they just produced more stress and agony that have taken a toll on us. We truly hope our voices will be heard. It is unfathomable that a company as big as Sears will not put their customers first and take consumer concerns seriously. Integrity and forth righteousness are company traits that will carry a company far; Sears lacks both and will only lose customer trust and loyalty when issues and problems are not resolved appropriately. We will never do business with Sears ever again.

This is a credit card designed to screw you. They are waiting for your slightest flaw. I dutifully tried to cancel this card and pay it off in full over the phone and on the web site. This was not possible. So I did pay it off in three separate payments three days in a row. OR so I thought. I came to find that even though I paid off an $8034 balance in full and on time and had canceled my card, along comes a bill next month with a charge of almost $100 for interest!

The old adage of pay your cried card bill on time and in full does not work with these people. They charge you a daily balance, even though you pay the balance due in full and on time! In theory this bill could practically never get paid off from month to month.

Sears Gold Card is a rip off scab operation. Plus I had been a cardholder for over ten years! With on time payments.

I purchased a Kenmore Bottom Freezer Refrigerator in February 07. It has a 1 year warranty. It is now August 08 - My refrigerator is 18 months old. I spent $1, 400 on this appliance. Earlier this month I smelled something burning in the refrigerator, but could not identify it.After some time the smell got worse. Then the light fixture literally melted down from the top of the shelf. Apparently the lights did not go off and burned the fixture to melting. We unscrewed the lights and the fixture now hangs down and we are unable to access the shelf. The warning for the refrigerator being open no longer works. The plastic lining on the doors is already falling apart. The doors no longer open independently. If you open one door, both open. The freezer shelves do not pull out properly.

I have had this refrigerator for 18 months. I have never had an appliance that fell apart so fast. I have read online that other people have had the same problem with the light fixture burning. I believe this is or should be a recall item.

We usually purchase our appliances from a local dealer. This is our first purchase from Sears. This is a Sears product- Kenmore. I am shocked that Sears could sell an appliance of this quality. I called for a repair and told it was $175 just to come out and look. This is ridiculous. A refrigerator is only made to last 18 months? Our last one was 15 years old and in better shape than my new one is. I will take my old one back in a heartbeat.

I believe Sears should repair this appliance at no charge, or take it back and refund me a reasonable amount. I intend to contact as many business organizations as possible to advise them of my situation. Sears is selling their own brand appliances that fall apart in 18 months. The light problem was a serious fire hazard. Luckily we noticed it in time to prevent a fire in our home. The plastic on the fixture is melted and visible.

Again, I believe that Sears should repair or replace this appliance at no cost. This experience has totally eliminated any confidence in Sears that I might have had.

I would like to be contacted as soon as possible by someone who has the authority to help me.

I am beyond angry at this point and I am tired of talking to people who are trained to tell me they can't do anything for me.

I'm kicking myself for this but last Monday night, I called to make an appt. for service because my freezer wasn't working well. They told me it would cost $75 just to come out plus parts and labor for the repair OR I could purchase a repair warranty for $250 which would cover the repair and if the repair costs less, I could get a refund. I got the repair warranty.

They told me someone would come between 8 am and 12pm on Tuesday. Someone finally showed up at 4pm. No one every called to update me that the tech was running late. The tech diagnosed the problem in 5 minutes, changed the motor on the fan (which I know was already working) and was out of there in less than 30 minutes. That same night the freezer is still not working and now the refrigerator is getting warm so I called back and they tell me they can't get someone here until Monday of this week. I called back Wednesday morning and finally got someone who was able to schedule an appt. for me from 9-5 that day (yes, the day before Thanksgiving). At 5 pm, he shows up and after 5 minutes, he tells me my compressor is bad and it will be 5-10 days to order the part and fix it.

Plus it would be an extra $144 since my warranty only covered me to $500. I refused to pay, he ordered the part anyway and scheduled the repair for yesterday morning, Thursday. At 10:45 the tech calls because he's on the way. I don't have the part yet so he can't come. At 11 am, just 15 minutes later, the part comes. I call back and I'm told the tech will come back. At 3, I call back and I'm told the tech will not call back and the next available appt is Dec. 5. He forwards me to someone who seems to understand the situation and she says she will talk to the routing mgr and try to get me in for today or tomorrow and she will call me back.

Of course, no phone call, I call back this morning and I'm given the Dec. 5 date again. The CS reps won't transfer me to the local dispatch and they won't force an appt for me because it's a 3 hour job they say. I spent about 3 hours on the phone this morning trying to get an earlier appt. No success. I tried to get my warranty refunded so I can call a local repair man. No success. The first useless appointment used up the cost of the warranty. I am livid at this point.

At the risk of sounding like a spoiled brat, I want my refrigerator fixed ASAP! I have a 3 and 4 yr old and trying to provide meals for my family using a dorm size fridge for 2 weeks is unacceptable.

Fast forward to Dec. 5, the tech comes at approx. 11:30. Gets right to work installing the compressor. After 2 hours, it's in and the fridge still doesn't work well. He waits a bit and opens more of the fridge. Then decides that the problem may be the freon flow so he vacuums it out and refills and now the fridge seems to be working. Had a competant teck done that at the very visit, Sears and I would have saved alot of money. I'm out the money for the warranty, plenty of spoiled food in excess of what I will be reimbursed, money spent on fast food, and money for another small fridge to hold us over. The worst part is I did not get one sympathetic cs person out of the 20+ that I've spoken too. They must hear my same sob story all day every day. It's ridiculous. A 4 yr old unit should not be broken so soon in my opinion. Not if it were a quality product. My only saving grace is that I got a WONDERFUL repair tech to come today. If it were one of the others, I'm sure they would have replaced the compressor which wasn't broken and left before realizing the refrigerator was still not working. I am beyond upset and frustrated at this point.

COMPLAINT:

My dishwasher broke a month back and I called sears. After I told the customer service guy that my dishwaser had stopped working and I tried fixing it but was unable to he convinced me that I should get the service agreement which would cover everything for 1 year. It was going to cost me $220 but I said fine if it rids me of the hassle for a year.

So he charged my card and set up and appointment a week from then and gave me a time-slot from 8am-5pm. I called up on the morning of the appointment date and they told me the technician should be there by 12. The techinician didnt arrive till 3pm and he took one look at the dishwasher and said he cant to anything because the door was taken out and he would need 2 ppl to fix that (nobody ever told me while selling me the service agreement), so my entire day was wasted.

Next day I called up again to setup another appointment (the earliest was another week later) and this time I requested 2 ppl be sent as the technician had told me. Again I called up on the date of appointment to confirm and they told me that they would send 2 ppl and that the techinician should be in by 12. Needless to say the techinician never showed up, he called me up and said he couldnt get the other person so he wont be coming thus wasting another working day for me. Moreover, he told me that the service agreement was cancelled because of the door beign taken out. He did this by himself with nobody bothering to inform me of this, moreover even though according to him the service agreement had been cancelled, they had happily booked me another appointment. On top of all this when I called the recovery dept they assigned me a case number but the rep with id 11194 was totally a mean person and didnt even acknowledge that sears was at fault.

So the end situation is this .. my dishwasher has been broken for over a month, sears has charged my credit card $220 allready and wasted 2 working days for me withouth having the decency to even fix my dishwasher. This is completely outrageous for a company its size, needless to say I would never be dealing with sears service again, morever I would inform bbb.org and any consumer complaint agency of the aforementioned.

Regards,

Bought $17000 in kitchen appliances in March 2008 from Sears at Montgomery Mall, Bethesda, MD. Everything came except the refrigerator which was scheduled later because Kitchenaid required their own installation and only after the cabinet to house the built-in fridge was built. Remodeling schedule was on track and in June 2008 we scheduled the fridge delivery for 8/15/08. Sears delivery company tried to deliver it 7/16/08--30 days early. 7/16 I spoke with Jack at the Excel Delivery company told me the woman I had been working with was fired and they don't know why it was delivered early. The delivery company returned the refrigerator to Whirlpool because they couldn’t store it for 4 weeks and told me that I would have to order it again from Sears. 7/19 Loree, delivery company manager said that Whirlpool said they refunded the fridge already. No refund has been credited to my credit card and I spoke with the bank and they were not holding any transactions. 7/28 I went to sears and spent 1.25 hours trying to get this fixed without success. Gave it a few days more for a refund to show up on my credit card. 8/6 Loree said she can't help me anymore, the computer says I have been refunded though my credit card company has no record of refund. 8/6 I printed my credit card statement all the way back to 6/26/08 and spent 1 1/2 hours at sears with a Dennis who says he was the manager and that it was the Sears helpdesk that needed to fix the problem. He said he would call me the next day and get an email. Never heard back from him. 8/11 called Sears and left a message for Dennis to call me immediately. No response. 8/12 my credit card bank still has no refund processed. I have spent more than 3 hours during 2 visits to Sears (with 4 kids in tow) trying to get this fixed and another 4 hours total on the phone. I can not get anyone at Sears to process the refund so that I can order the refrigerator again. The delivery company blames Sears, Sears manager blames Whirlpool and the Sears helpdesk, and I can't get anyone to do their job and fix this order so we can get the refrigerator we paid for in March 2008. I have no refrigerator and I am out $8180.95. No one should ever buy so much as a pair of socks from Sears. They have absolutely NO customer service, and no accountability. There is no information on line to escalate up through management either.

I ordered a part through SearsPartsDirect.com. My anti-virus software blocked the acknowledgment e-mail as containing a phishing virus:
Phishing.Heuristics.Email.SpoofedDomain
MAIL FROM: [protected]@m.e.searspartsdirect.com

I will never buy anything from Sears again. If there is a class action suit that encompasses all of Sears actions, let me know so that I can join.

I wanted to comment on the Corinth Sears since Danny and Linda Woodruff have taken over this store it has gone to hell in a handbasket. This store used to be a great place to shop in Corinth. In fact Many times my wife and I were looking at something at either the Memphis Sears or the Tupelo Sears before purchasing it we would check to see if we could get it through the Corinth Store and if Possible Buy it there. We've bought a 46" tv. a large Treadmill, window air conditioners, a large upright Freezer, and a over the stove microwave. All of this just in the past 3-4 years. It is very safe to say that we are very well established customers of the Corinth Sears. On December the 8th of 2007 my wife and I were in the store an looking at a home Theater Surround Sound System to replace the one that had stopped working. We left to shop around and look at other systems, and she secretly called back and purchased the item over the phone from a sales assioate named Cindy. on Christmas Eve she gave the the system to me as a Gift. Upon opening it my first thoughts were that this was not the same box that I had looked at in the store. when I opened the box I found that the system was very used. one side of the unit was dented, the speaker towers were scratched and there was no paper work nor remote in the box. We made the decision that we would return this unit to the store and find something else. On the 26th we purchaced a different system at the Tupelo store and made plans to return the original one to the Corinth store on the 27th. Upon entering the store around 1:45pm on the 27th we were approached by store assioate "Cindy" and after telling her what we were there for she advised us that her "manager" (the owner Linda Woodruff) was at Wal-mart shopping and had been gone about 25 minutes and would return shortly, and that since this was considered a "big ticket item" that the return would have to be done by the owner. We told her that this would be fine and that we would just Wait for her to return. After about 15 minutes it beacame obvious that our waiting was not accaptable to Cindy and she began calling her manager to see if she could go ahead and process the return. As she was trying to ring up the return the managers husband (owner Danny Woodruff) called and informed Cindy that she would have to charge us a 15% restocking fee since I had not brought back the Remote or Manuals that should be in the Box. I told Cindy that this was unaccaptable as I was returning the unit because it was missing these items. She imeadeatly became very defensive and rude with us informing me that if I wanted to return the unit I could pay the 15% or wait until the manager returned from the Bank and talk to her, again we advised her that we would wait. This only seemed to fuel her anger. After well over an hour of Waiting she informed us that the Manager had called again and stated that she would be there "shortly". My wife asked her what shortly meant because she had been telling us shortly for over an hour. Cindy spun around on my wife and started yelling at her that she did not know when the manager would be back and that she had told us it would be shortly and that was all she knew and that if we had any problem with it we were welcome to leave any time and she once again disapeared into the back stockroom. after a few minutes she came back out and was waiting on another customer when a police officer walked in wanting to know what the problem was. we all just kind of stared at him not knowing what to say. finaly my wife spoke up and said that the only problem that we had was that we had been waiting over an hour and a half for the manager to return to process our return. my wife turned to Cindy and stated, "oh my lord, you called the police on me because I wanted to return this!?" the poiice officer stated that he had been dispatched to the store because a customer was yelling, and screaming at the manager and being Belierent with her (the manager that at this point was still not even in the store) after the police arrived it was still around 30 to 45 minutes before the manager walked into the store. when mrs Woodruff walked in she came through the door in a huff, obviously mad that we were still there waiting for her, as soon as she walked up she got in my wifes face and yelled to her that she had already had 2 rude customers that week and she was not going to put up with our crap. I told her that paying 15% for returning this item was simply un-acceptable and she mouthed off a little wile about different things and then finaly stated that she was going to refund our money but that she DID NOT WANT TO. after several minutes of typing on the register she handed us a recipt showing our credit and lo and behold it was 15% short of what we paid for the system. I informed her again that this was unacceptable and the police officer pointed out to her that she did say she would issue a full credit and that she needed to do so. so she placed a call to Sears Corperate hotline to find out how to do this. While on hold she turned to us and pointed out that we had purchaced this 20 days earlier, why were we just now returning it. we reminded her once again that it was just a couple of days after Christmas and it had been a Christmas Gift and there fore had been hidden for the 20 days in question. Finally after talking to her district manager she was able to refund our full purchase price, but never not one single time did we get any type of apology from either the Rude clerk Cindy nor mrs Woodruff. We have spent the days since then telling every one that we can about our experience and it will be our goal that no one we know will purchase any thing from this Sears store as long as Mr and Mrs Woodruff own it. If you find this comment helpful, please call Mrs Linda Woodruff at the store [protected], and let her know the story is out on how she treats repeat customers.