Sears
reviews and complaints

Sears, Middletown, NJ affiliate SearsOneSource intervened when defective dishwasher needed repairs costing over $500. OneSource acknowledged problem and promised to refund $179.76 (towards labor and parts) but failed to credit my Amex account. I was forced to have Amex dispute the charge.

I will NEVER shop for appliances or any other big ticket item again at Sears. The way America shops? I don't think so.

On Saturday morning 22 March 2008 I went to our local Sears Dealer to purchase a riding lawnmower that was advertised on sale for the amount of $999.99. Upon arrival I told the manager of the store that I wanted to purchase the mower that was priced $999.99. He then proceeded to tell me that another mower was on sale and would be a better deal for me. He showed me the mower that was priced $1099.99, he also pointed out that it had more horse power.

He told me that I was getting the upgraded mower for the same price since I would receive a rebate in the amount of $100.00.
When I wrote a check to pay for the mower his attendant filled out the rebate form, put it in an envelope and even addressed it for me. I took it home, put a stamp on it and mailed it.

In view of the above I firmly believe that I was duped and misled.
I am a very senior citizen living on a very modest fixed income.
I am of the opinion that I should not be responsible for this obvious mistake and that I should be penalized for a mistake that the store made and I should be entitled to a rebate of the $100.00.

Your attention into this matter would be greatly appreciated.

William Luttrell
641 Bryan Dr
Moncks Corner, SC 29461

Mr. Bruce Johnson
President & CEO
Sears Corporate Office
3333 Beverly Road
Hoffman Estates, IL 60179

Dear Mr. Johnson,

I am writing to you with a sense of desperation, as I have been unable to get service for my Refrigerator which has had a service contract from Sears since I purchased it. Both my wife and I have been repeatedly lied to, mislead, and in general, treated with a complete lack of compassion or understanding. I’d like to give you a brief history of what has been going on although I am sure if you access my file in your records by my name, address and telephone number you will see our repeated attempts to try to get the service we paid for.

On Sunday, May 18, 2008 at approximately 2:30 pm my wife heard a loud irregular noise coming from our refrigerator. When she opened the doors she found the lights were out in both refrigerator and freezer and noticed that rather than the gentle hum of the motor there was silence. She immediately brought the matter to my attention. I checked my circuit breaker panel, which has a dedicated line for the refrigerator, and visually noted no change in the switch. My wife called 1-800-4MY-HOME and scheduled an appointment for service for the following day.

On the morning of Monday, May 19, 2008 while I was waiting for the service man to arrive I went to my circuit breaker panel and threw the circuit breaker for the line for my refrigerator. I went upstairs and noticed that the power had returned to the unit, but when I opened the freezer door, I noticed there was a strange odor but was not sure if it was related. I had a doctor’s appointment so I had to leave before the serviceman came, but my wife stayed home and waited to receive service on the appliance. That afternoon the serviceman came, I don’t know his name but his ID is #0881045 his name must be on record concerning this service incident. He asked my wife what had happened and he immediately informed her before inspecting the refrigerator that it was probably a problem with our electrical system and there was nothing he could do. He asked for a vacuum cleaner which my wife provided. He vacuumed the front of the bottom on the refrigerator, which incidentally was already vacuumed and clean, for approximately 30 seconds. He replaced the bottom guard, he opened the freezer door, noticed condensation and informed my wife that first we should consult our owner’s manual to determine what type of noise our refrigerator is supposed to make, and second that we must have left the freezer door open which caused the condensation and said there was nothing more that was needed to be done and left.

Mr. Johnson, both my wife and I have owned refrigerators our entire life; we were born after the era of the ice box, so we are absolutely familiar with the sounds a refrigerator is supposed to make. This was not a noise which is made during the normal operation of a refrigerator. Also, he made no indication as to the odor that emanated from the refrigerator. In my opinion this technician is incompetent and could have prevented the following chain of events. Unfortunately I was not here when the serviceman came as possibly I would have been able to make sure that the serviceman did his job. Rather he took advantage of my wife, who is not familiar with the technical aspects of the operation of a refrigerator.

By the time I returned home it was approximately 5pm and the house reeked of a strange chemical smell. At which time we placed a follow-up call to 1-800-4MY-HOME to reschedule another appointment. Incidentally, by this time there was a large puddle of water on the floor in front of the freezer door and my frozen food was beginning to thaw. When we spoke to the dispatcher they informed us that since the Monday service call had not cleared from the computer they could not schedule a new service call and that we would have to call back the following morning. As to the chemical odor, the service representative told my wife he would make a “health, or safety” report and someone would get back to us shortly in regard to the odor. That night no one had gotten back to us and my wife began to experience difficulty breathing as the result of this chemical odor she needed to take medication for her condition brought about by this gas, and I had to thoroughly vent the house before we went back home. That night I had my wife sleep at her sister’s house and I returned home and opened all the windows and activated my attic fan in an effort to clear the house of the gas.

I picked my wife up first thing Tuesday morning, returned home, and called the service center. They informed me that they would not be able to schedule an appointment until Wednesday, at which time I asked to speak to a supervisor. I was transferred to Vanessa at your corporate offices who kindly said she would look into the matter while I was on hold and informed me that their service vehicles were vandalized so they couldn’t schedule me for that day, but that they would put me on the schedule for Wednesday unless a vehicle became available sooner. They gave us an appointment for Wednesday between 8am-12pm.

Both my wife and I waited for the serviceman, At approximately 1PM Mr. Lenox, I.D. #13540 arrived at my home, he appeared to be very knowledgeable and professional, and immediately recognized the odor as refrigerant. Mr. Lenox pulled out and inspected the rear of the refrigerator and then opened the freezer, removed the cover to the evaporator and found two holes in the side of the evaporator that apparently blew out which started the release of gas on Sunday. He also verified that all our frozen food was ruined but was unsure as to whether we were covered for the loss on our service agreement. Mr. Lenox informed us that the compressor, the evaporator, the coils and some other part needed to be replaced. He said that it has been his experience that a job as extensive as this has never worked successfully. He called his manager to explain the situation advising him of his lack of confidence in replacing the parts but his manager insisted that he first replace the parts and if that doesn’t work then Sears would replace the refrigerator for the customer. Naturally, when Mr. Lenox informed me of this I was unhappy with his manager’s decision because at this point it has been four days since we have been without a working refrigerator, we lost all our perishable items and at best the parts will come by the 22nd of May at which time I call for an appointment which wouldn’t be until at best the 23rd. Having no control over the situation, I patiently agreed. He informed me that the parts will be sent to my home, at which time I should call for a third service appointment.

On Thursday, May 22, 2008 I called the service department to inquire as to when the parts would be delivered as I have been taking my family to restaurants for 5 days now and it’s beginning to get costly. The dispatcher I spoke to was very helpful and informed me that the parts were to be delivered that day, the 22nd and she would go ahead and schedule the service call for Friday, May 23rd so that I would not have to go through the holiday weekend without a refrigerator I would like to commend that person but she hung up before I was able to get her name or I.D. #. I was informed that the serviceman would be here between 8am and 5pm. The parts did arrive later that day, Thursday the 23rd of May, as the service dispatcher promised.

On the morning of Friday, May 23, 2008 I called to find out approximately what time the service technician would be coming as my wife had a doctor’s appointment and I had an emergency dental appointment, and wanted to make sure that one of us would be here for the serviceman’s arrival. I was told that he would be here sometime between 12pm and 5pm. My wife and I left at 9:30 for our respective medical appointments, and I put my home phone on call forwarding to my cell phone so as not to miss any phone calls from Sears.

While I was in the dentist chair, a call was forwarded to my cell phone from the technician, inquiring about the number of boxes that were delivered. I informed him that three boxes were delivered, he told me that there should have been four boxes as four parts were ordered, and it wouldn’t make any sense for him to come if all the parts were not available. But he did say that he would check with his dispatcher to see if all the parts were delivered. When I got home from the dentist I called the dispatcher and informed him what the driver said to me, and he verified that all the parts were delivered and advised me that he would notify the serviceman. I asked him “can he guarantee that I will get my repair today?” ? He told me he would try, at which time I asked to speak to a manager. He forwarded me to your corporate office, customer care department, where I spoke to Mike, I.D. #54272. I explained the entire story to Mike, he looked up our records and told me he understood my frustration, put me on hold, spoke to the dispatcher then got back to me and assured me that the service technician would be there to try to repair my refrigerator, if the repairs were unsuccessful Sears would authorize a replacement refrigerator. He even gave me his extension at [protected], extension 18473 and told me to contact him personally if there were any additional problems as Sears had dropped the ball 1st on Monday with an incompetent service representative, 2nd Monday night by not having someone call back concerning the safety issue which was posed by the leaking refrigerant that was reported, and 3rd that Sears allowed my family to be without refrigeration for 6 days now.

At 2:30pm I started to get a little nervous because the service technician who came on Wednesday informed me that this was a 5 hour job and it was starting to get late in the day. I called the service department and they assured me that the serviceman was on his way to my location. I asked to speak to a manager, they forwarded me to the corporate office again, and I spoke to Ann, ID #631138. I asked her to connect me with Mike at extension #18473, she told me she could not transfer me but had me repeat my entire story again. Then she asked me if she could put me on hold, called the dispatcher and assured me that I would get my service call today.

At 3pm I called the corporate office and spoke to Ben, ID #69375 and he assured me that the serviceman was en route after checking with the dispatcher. I asked him if I could speak to his supervisor and he informed me that the manager was away from his desk but would get back to me before 5pm.

At 3:30pm I called corporate office and spoke to Jessica, ID #49597 and asked her to transfer me to Mike at extension 18473 and she told me that she was unable to transfer calls. I asked her if I could speak to a manager and she told me that there was no manager available and that she was the highest level of contact I could speak to and that their supervisors are only there for quality control. Again, I explained my entire story which she verified by the notes on our account. She asked if she could put me on hold, she spoke to the dispatcher, got back to me and told me that the service technician was on the way.

At 4:30 the service technician telephoned and said that he was stuck in traffic but was on his way and that he would be here within 45 minutes to an hour.

At 4:45 we received a phone call from the dispatcher saying that we would not be receiving service today as this is a two-man job and the helper was not available to assist the service technician. She told me that she would have to reschedule our appointment and my wife told her that it would have to be first thing tomorrow morning. She then replied that since it was a holiday weekend no service could be made until Tuesday.

At this point my wife and I were beside ourselves with a sense of frustration and powerlessness. We have been dealing with incompetence, lies, and treated with a total lack of professional courtesy. I placed another call to the corporate office and spoke to Dannia #11514. I explained the entire situation yet again which, as you can imagine, I was tired of explaining when they have it all written out in front of them in their computer records. I must say that Dannia had very poor professional telephone ethics; she informed me that she couldn’t transfer me to Mike at extension 18473, that her supervisor, Carlos, was out of the building and would get back to us Saturday morning. At this point for my own health and wellbeing I had to stop pursuing trying to get satisfaction as I was getting nowhere.

At 3:19pm today, while in the process of composing this letter, I received a telephone call from Pat, ID #76307 (who initially refused to give me her I.D. but then checked with her manager and was ordered to do so) and asked me if she could reschedule my appointment for Wednesday, May 28th! I asked her if she was aware that they cancelled my service appointment on Friday and told her that I wanted someone here first thing on Tuesday morning. She told me that no one was available at that time. I asked her to please connect me with her manager and she informed me that she could not transfer me and that she would have her manager call me back. A few minutes later at 3:28pm Charles Smith at the call center (who claims to have no ID number) telephoned and said (as if he was doing us a favor) that he was setting up an appointment at their earliest convenience for Wednesday, May 28, 2008.

Mr. Johnson I have no idea what is going to happen next but I think you would agree with me that we’ve passed the point of reasonable customer service. It is now Saturday, May 24, 2008 at 5pm. It is obvious I will not have any refrigeration until possibly Wednesday which will make a total of 11 days without refrigeration. I have had to feed my family at restaurants for each of these days. I have had to spend an evening in the emergency room. I have had to throw away $350 worth of food. I had to cancel a family barbeque that we had planned for Memorial Day weekend. I have absolutely no confidence that when the service technician does replace these parts that my refrigerator will operate properly for any reasonable length of time, if it operates at all, as your service technician informed me that he has never seen a refrigerator work after this type of repair.

Mr. Johnson I am sure if you review my purchase history you will see that my wife and I have been loyal customers for many years, both in our purchases and our service contracts. I have also influenced many people to shop at Sears as I have always been pleased with your company and have never run into this level of incompetence and disregard for the customer’s satisfaction. I am writing to you as a last ditch effort to avert the continuing injustice that has resulted as policies that you may be unaware of. Also please be advised that I am forwarding a copy of this to the Better Business Bureau of New York and to consumer advocates at WNYC Channel 5 Fox “Call for Action” and WABC Channel 7 News, “Help Me Howard”, as I am just one poor consumer without any leverage caught under the Sears corporate rock.

I have tried to name as many contacts as I could so that these people can be instructed on how to handle this type of situation should it occur in the future as I am sure you wouldn’t ever want your family to go through a situation like this.

I hope to hear from you in the very near future. I have gone through the expense of sending this letter via FedEx so it will arrive in a timely manner. Thank you in advance for your attention to this matter.

Sincerely yours,

Lawrence J. Sypowicz

LJS/ds
cc : Better Business Bureau
Complaint filed 5/25 on line
WNYW-TV/FOX 5 New York, NY
205 East 67th St.
New York, NY 10021
(V)[protected]
(F)[protected]

ABC Channel 7 News
77 West 66th St.
New York, N.Y. [protected]
(V)[protected]
(F)[protected]

Thursday May 22, 2008 at approximately 8:45 pm I went in to the Sears Department looking for a Clerk whom had helped me earlier in the Week with Mattress information. I approached a Clerk in the electronics department because there was no one around in the area of the Mattresses to see if he could get someone to help me. He advised me that the lady whom had been helping me earlier that week was no longer in for the day but he would get the lady in the Appliance department who had worked in the department before. When the Lady came to the area of the Mattresses and was informed of what the situation was and that I was interested in Purchasing the KING SIZE mattress and that there was a special going on until May 25th she LOOKED at her watch on more than one occasion and was trying any and every way to get me to come back tomorrow. I then acknowledged the women that if she was not willing to help me I would take my business some place else, Which she still advised me that the sale was on till the 25th of may and i had lots of time to get the sale. the only advise she gave me in the conversation was to come back and play the scratch and save on the weekend. Someone who is spending over three thousand dollars on a mattress really doesn't care about a scratch and save event, but the sale on the mattress of choice at the time of the sale.

Since when was 8:45 closing and since when has SEARS treated there customers with such DISRESPECT!

I am so disappointed with sears and what is so sad is this was a gift for my Brother who is getting Married and Just bought their house. They were Actually going in to your store June 1st to start there Registry with Sears and I will make sure that I advise them the treatment that I received from sears and why I will refuse and tell everyone the service that I received from this store. It is terrible that a store with such a great Name and History has people work for them that treat there finest customers with SUCH IGNORANCE!

You can look up my History as a Sears customer for the last 15 years and you will notice that in the past few years i have been a repeat customer one who just purchased a two piece leather set from you which was more than a three thousand dollar KING SIZE mattress. I have no problem going to SLEEP COUNTRY to purchase my mattress and it is extremely disappointing.

I expect to hear some sort of response back from someone regarding this unfortunate matter, if sears WANTS to keep a returning customer happy which I question now after this experience.

Sincerely

Melanie Stapledon

I am finally posting a complaint forewarning all about Sears PartsDirect after many experiences of similar poor performance in getting parts for Sears Kenmore appliances. It is my guess that this outfit is in fact a separate contractor used by Sears and other retailers to peddle their repair parts on the web. I say this as I am on my third event now where PartsDirect have not delivered as promised and when you call to complain, they immediately put you over to "Sears Public Relations" at another location. It has been my experience with these other people (if indeed Sears people) that they are just as bad (or good if you like) at "promise more, deliver less."

I have a huge Kenmore side-by-side refrigerator about 8 years old. The evaporator fan motor has become noisy which is nuisance to listen to but more importantly, if it fails then the whole system fails and you come home to a big puddle of water. I looked the parts up I wanted online at PartsDirect and placed the order on 4/18/2008. All parts were noted as "in stock" but I got a notice a few days later that the evaporator motor was on backorder until May 9th. I did receive the replacement fan blade and was told the mounting grommets had shipped but never received any tracking info. By May 12th I had not received the grommets nor had I received notice that the motor backordered for May 9th had shipped.

I called PartsDirect and learned that the motor was backordered again this time until June 9th and was told that the grommets showed as having shipped by UPS and were probably in transit (2 weeks later?). They could not give me a tracking number but said that I could get it at their website which I couldn't. Tracking for every item said "pending".

So I called to complain again and was put over to their "Customer Relations" department which is just a way to get problem calls off the parts line and over to a black hole with a mouth that tells you something to quell your upset. The mouth that spoke to me was "appalled" at these events and would investigate this. Someone would be calling me back in 2 to 3 days.

It is now 5 days later and no one ever called back. In the meantime, I went to RepairClinic.Com and ordered the motor for a bit less than Sears PartsDirect. It was in stock, was shipped the same day on three day delivery and arrived in two.

This is the last time I will deal with Sears PartsDirect and also I've purchased my last item from Sears. There has been a lot of speculation about them going out of business and I can see why when they have been producing poor quality goods for the past few years and providing such poor service. We have a house full of their stuff and are sorry to see the change but I expect most it will be replaced by other manufacturers' equipment over the next five or ten years.

I purchased progressive lenses at sears. Returned three times because could not see with them. I was told the prescription was correct and to go back to my opthalmologic. The website says "satisfaction guaranteed with no questions asked." do not believe sears or their optical provider, u. S. Optical. It has been one year and I am still fighting to return glasses I cannot wear. They told me I must return within 90 days - I did try! U. S. Optical runs the sears optical centers so it is useless to bring a complaint to the store manager. My eye doctor told me they sold me inferior lenses that were not the quality of my current lenses (Much older) and they should take them back immediately. Warning: you get what you pay for - see your eye care doctor who is a professional and has your health and wellbeing in mind. U. S. Optical and sears will take you money and not give you anything but the run around. Very, very bad business. Their optical departments should have to be registered with the state and have guidelines but they don't. I wonder how many elderly people have been cheated by sears optical. Sears - shame on you!

8 weeks ago my alarm sounded on my freezer. I could see that the digital display had stopped working; it seemed as if there wasn't any power. When I opened the door to see if things were thawed out I heard the door alarm sound. I looked at it and saw that the power was back on. When I closed the door the digital display went out. I called customer service to report the problem. My freezer is 1.5 years old and under warranty.

They sent a technician who told me that the wiring was bad. The tech said he ordered some parts and that the parts would arrive at my home. Another date was set for a tech to come back and install the parts. After a week I received a box that had some parts in it. A different tech came out and looked at the freezer. I showed him the parts and he asked why those parts were sent. Well needless to say the parts that had arrived were not the parts that the second tech needed. He then told me that it was the circuit board that was bad. He played with some wires, the freezer still stopping whenever it wanted at random.

Another week goes by and more parts arrive. Again another tech comes out, replaces the circuit board and guess what, it didn't fix the problem. More parts are ordered. Another week goes by. The tech calls to say he is going to be late. I say ok, I've only wasted four days what’s a few more hours. The tech never shows up. I call, customer service says they don't show a call in the system. Another week goes by. Another tech comes out. Looks it over and says, you need a new door. Yup, that's it, a new door. The part gets ordered and a date for the tech to come out is scheduled. The appointment date rolls around and I get a call from customer service. They tell me the part wasn't shipped and they cancel my service appointment. 2 hours later the door arrives on my porch. I take it out of the box to look the part over. It appears ok. Customer service is called and they tell me they can't come out, they are busy. Another week goes by. Another tech shows up. He takes one look at the door and says the hinge is bent. He tells me another door will be shipped. Needless to say it is still broke. I can imagine that this will go on. They haven’t a clue what’s wrong with the freezer. I will continue to call and waste my one day off a week waiting for the fix of my warranty freezer.

I would like everyone to know how absolutely unprofession and horrible sears home improvement customer service really is. I had called sears for a siding consulation. The first available appointment was over a week out, but I accepted. The day of my appointment, only hours before, they cancelled. When I called and asked to reschedule asap, I was told that if they weren't quick enough for me, I could always cancel. I went ahead and rescheduled to give them the benefit of the doubt. The next appointment was over a week from the first. The day before that one, they called and cancelled again! When I asked to speak with a supervisor, I was put on hold for over half hour and in the end, nobody would speak with me on this. How horrible is that? Eventually I did receive a voicemail saying that if I would kindly reschedule, they would give me $125 credit. Wow, if I can have that every time they cancel, in a few weeks I can have my whole house redone for free. After this experience it certainly appears that this company cares nothing about professionalism or customer service.in fact, I wonder if they even care about making money seeing as they certainly don't try very hard to get your business. My overall experience was horrible and I will never do any sort of business with sears again.

I ordered a transaxle for my lawn tractor in good faith.
Theyhad no trouble charging my credit card and the email told me the ship date was May 8th.
Today (May12th) I logged on the web site to see that my order was cancelled. No phone call, no email no nothing.
I called the customer no service, and of course I got no assistance and I was told it would 4 or 5 days before someone would contact me.
The issue is the part I am ordering requires a core.
The web site did not indicate this.
I do have a core and would have been glad to send it out once I receive the new part that has now been cancelled. Most of the rest of the world simply charges a "core charge" refundable upon receipt of the old part.
I do not intend to send the old part before I get the new one.
If this is a problem I suppose I will go top another manufacture and buy another tractor.
I am very disappointed in the unprofessional way this issue has been handled and the complete disregard for me by the person who decided to cancel my order without contacting me first.

I purchased a compact refrigerator on Sears.com for pick-up at the Sears store in Calcutti, Ohio. I called Sears.com's 1-800 number and cancelled my order within 24 hours and now I've been charged a RESTOCKING FEE. Prior to ordering it, the website said I would have the refrigerator within 5 days. When I got the confirmation email it said 15 days. I didn't want to wait forever so I cancelled the order. The store owner gave me the runaround saying that he didn't charge me a restocking fee, but it sure showed up on my charge card. However, he told me it is their policy to charge one. When I phoned Sears.com everyone I spoke to had a different story and placed me on hold for 10 minutes at a time while the representatives spoke to their supervisor. None it apeared knows Sears' refund policy. I had to tell them what their website said about restocking fees on cancelled item. THERE IS NO RESTOCKING FEE! Finally after 3 weeks of calls, they got rude and told me to talk to the store and around and around it went. According to their website, Sears.com does NOT charge a restocking fee. And the store in Calcutti, Ohio charges a restocking fee! So now I'm fighting to get my money back. And this is to warn anyone considering doing business with Sears. If you don't want it, don't buy it from Sears. I found a NICER AND LESS EXPENSIVE compact refrigerator at Lowes. The salesman was very nice. I'm planning on buying a full sized refrigerator. I'll be going to Lowes instead of Sears., although I had my eye on a Kenmore. I will no longer buy a Sears product. They just lost a 30+ year customer. Their representatives and store owners are RUDE, UNKNOWLEDGEABLE and have NO CONCERNS for their customers. But then that's big business.

Bought a pressure washer that due to price of $299.99 and that I paid with my Sears credit card I qualified for a 5% rebate. Could file on line or via mail. Decided to do it on line, however ran into a problem in that the
"system" said I qualified for the rebate but the value was zero.
Called customer service and was told that it was a computer problem to please try again in 48 hours, did that and got the same results. Called back and again was told it was a computer problem and to mail in the rebate from etc. Will do that! However 2x I was told I qualified both times and that it was a computer problem, "what gives that such a large company can't fix the problem or is it something else?

I know have make copies of the filled out form and sales slip, mail in the form and sales slip, spend money for a stamp put it in the mail, and wait 5 to 6 weeks for a rebate check. If I want to check the status go on line. Hell I could have bought a pressure washer at Lowe's or Home depot for just a couple of dollars more and not be enticed by the 5%, but surely would not be frustrated by what I now deem as frustration and more time, effort and cost then it was worth.

I was totally embarrassed and humiliated when my check was not approved at SEARS! I knew I had money in my checking account and I had excellent credit. The clerk was not very helpful in explaining to me why my check was
not approved. I asked to speak to her supervisor, who promptly arrived. I explained to her that my check should be good, because I knew I had money in my account. She did not apologize or give me an explanation on why my check was not being approved. Instead she told me to call the telephone number on the back of the check. If any of you know, by calling the company(Certegy), they will not tell you why your check was refused! They told me to fill out a Certegy Gold Form, which would increase my chances of my check approval. Hello...I have money in my checking account!
I asked the person from Certegy to give my a list of companies that uses their services. I do not ever want to go to those businesses that could possibly refuse my checks! Of course getting a list was impossible.
Now, if SEARS or CERTEGY had told me, that because I had not written checks at SEARS before, I did not have a history there.(good or bad?) If Certegy had done a better job checking into my account, they would known that I have charged my appliances there! Which, by the way, I will NO LONGER DO!
My point is this: If the SEARS clerk had explained to me in the beginning, that the reason my check was not approved, may not have been because of insufficient. But no history of writing checks at SEARS before! Okay, that would makes sense. I would not have been so HUMILIATED and EMBARRASSED!
That's my true story in a "nut shell". JoAnn from California

My new fridge, cost of $900.00 broke within 2 weeks, sears wanted to fix it in 4 days. I have 2 small children, and all my food went off. After speaking to the manager, they came and fixed it the next day. When I asked him about my food cost, he said he would get into trouble if they gave me a courtesy payment to re-buy food. What ever happened to good customer service, especially such a large company as Sears. I would never buy from Sears ever again and I will encourage others to not buy from Sears. I also bought a washer from Sears, so I spent nearly $2, 000, but no compensation for all my food, and it wasn't my fault, they delivered a problem refrigerator.

Purchased new home with Kenmore Elite refrigerator model number 106-[protected] in Sept 01. Every appliance in our home came from Sears. We have had nothing but problems since them. A condenser motor went totally out after about 6 - 12 mos of leaking on the kitchen floor. It could not be determined that was the problem until it went out totally. This resulted in ruining a $500 rug in the kitchen. The door handle broke off when the repairman came in and ask what the problem was. We have since replaced 2 more door handles.
The ice maker flap will not close completely letting air into the basket and causing the ice to melt in it which caused a problem and what is caught int he shoot melt into the tray on front door. The ice maker will dispense fairly slow until you get the glass almost full - then it dumps 4-5 cubes at once- guess where they go? One the floor. It is almost like this thing is possessed.
We also purchased a washer and dryer from Sears. The washer motor went out 13 months after delivery. Of course, warranty was for 12 months!
We have owned many, many Sears appliances in the past, I would say for 35 yrs. I cannot begin to tell you how unhappy I am with Sears now. I will NEVER buy a Sears appliance again!
We have called to try to talk to a factory rep. Instead we are told that we should have bought the extended warranty on refrigerator. When you pay $1, 800 at builders cost for a product you should not have to pay extra to make sure it works. Our alternative now is to pay $65 to have a technician come out to look at their defective product!

On April 8, I had a service call to repair my Kenmore Classic Range. The service man came out and checked the range (vintage 2003) and advised me that it needed a new "sub clock/TI" and "Element-BR". I authorized the repairs as I needed the range. He said that the parts would have to be ordered, but would probably be in by Thursday or Friday. After he left, I realized that for what I was being charged, I could buy a new range with a full years warranty instead of a 90 day warranty for repairs. I called to cancel the parts order that very day and was told that they could not stop the parts order, but to wait to receive them and then call the repair center to pick up the parts and credit would be issued. The parts never showed up until Monday and Tuesday of the following week. I phoned and they said that the parts would be picked up and credit issued. On April 18, one of their technicians arrived at 8:17 AM and departed at 8:22 AM with the parts that I no longer needed. I have been trying ever since to have the credit issued back to my Bank of America Master Card. The Sear's ID number is 000815. tje service order number is [protected]. The original technician number for the April 8 service call is 0000380, and the April 18 technician number is 0373571. I have all receipts, and the original charge to my master card was $237.52. The receipt for the credit is in the amount o $168.62, which is legitimate as the actual amount owed Sears should be: Service Call $65.00, plus tax of $3.90, for a total of $68.90. I have made so many calls to Sears that I am sick and tired of them saying, "Oh yes sir, you are due a refund and I will have someone call you back at this number sometime today." After about a week of this, I realized that no one was going to call me back and that no credit was being issued. Please help.

In April of 2007 I purchased a pair of drillmount glasses from the Sears Optical store in Logansport, Indiana. By the time all the bells and whistles were added, I paid $600 for this pair of glasses. No warranty info was given to me at ANY time.
About 6 months later as I was cleaning them, they broke out where the lens joins the frame at the nose piece. I got online to see about contact info and that is when I discovered that I had a one year warranty on the glasses.
So I called the Sears Optical store where I purchased them and explained what had happened. The girl on the phone told me to bring them in, that they would fix them and there would be NO CHARGE. So I took them in.
The manager waited on me and said it would cost to have them fixed. I told her what the employee had told me on the phone about no charge. The manager said that the girl was new and didn't know what she was talking about, that their warranty was a limited one and that I would have to pay to have them fixed. She said that the drillmount glasses are FRAGILE and prone to break. Well, if they break a lot, then why even sell them?
Well, I was livid, but needed my glasses and my husband thought I ought to pay what they asked. So pay we did.
This time, glasses lasted about the same length of time before breaking again in the exact same spot. Rather than have to pay again, the glasses are sitting in a drawer and I am wearing my old glasses while I wait on a new pair (another $444 from a different eyeglass store).
I will NEVER EVER buy another pair of glasses from Sears Optical.

I was scheduled to have the lawn tracker delivered on 4/27/08 between 2:15 - 4:15. The automated system confirmed the time and the date twice before the date. Nobody showed up on the day until 4:30PM and then I called [protected] to find out the status and the rep told me that it's been delayed because of some manufacturing delay.

What the ***? So, if I've not called, I'd be still waiting. I'm a very busy professional and I cancelled all my appointments between 1-5PM for the delivery. Who is going to pay for my loss? I feel like just cancelling the order and go somewhere else. I'll recommend all my friends NOT to go for Sears in the lifetime. As you can tell, I'm NOT happy with Sears at all.

We ordered a washer dryer and dishwasher. Keep in mind we have to work to be here for delivery. First delivery show up 2 hours late and dryer is vented incorrectly so they have to send it back for correction. Called center to arrange redelivery of correct unit and he tells me they will have to refund me and I will have to go to sears and repurchase entire order. Oh yeah the dishwasher didn't show up with the delivery either. So after talking with supervisor this is corrected but what a *** of a customer service rep in the first place to tell me that. So we another day for redelivery and still no dishwasher. Washer dryer ok and installed. another day for dishwasher but it has a dent. They will redeliver. another day for delivery and now there it sits in our garage. Have yet to get an appointment for installation from sears though we have already paid them for such. What a joke. Will never ever ever buy from them again.