Sears
Reviews and Complaints

I am writing to you regarding my Samsung refrigerator; model number RS2534VQ, purchased from Sears in 2006, that had stopped cooling. The temperature inside the refrigerator was 60 degrees. Upon noticing the malfunction, I promptly contacted Sears by calling (800) 4-my-home on July 15, 2010. An appointment was scheduled for repair on July 21, 2010 and Hugo, technician ID #0515544 arrived at my home on July 21, 2010 and advised we had a bad sensor. Hugo’s visit was service number [protected]. Hugo replaced the sensor and left. For his visit and the part replacement, I incurred a fee of $192.00. I paid for said service with a check.

I restocked the refrigerator, as I was unable to keep perishable food in the refrigerator during the period in which it malfunctioned. On July 24, 2010, the temperature inside the refrigerator was 60 degrees. Once again, I lost all of the food and related perishables that I had placed inside the refrigerator after the July 21, 2010 service call. I again called (800) 4-my-home and placed another request for service. Hugo again came to my home on July 28, 2010 (four days after I had requested service) and advised the replacement sensor was defective. Unfortunately, this time Hugo did not have a sensor with him to replace the faulty sensor he had installed a week prior. Hugo advised he had to order the part and it would take approximately seven (7) days for the part to arrive at my home. Hugo further advised I should call sears for an appointment once the part was delivered to my home.

The second replacement sensor arrived at my home on August 5, 2010 and I immediately contacted Sears to request the replacement service. Hugo, for the third time, came to my home on August 9, 2010 to install the new sensor. At this point, I had been without use of my refrigerator for a period of fifteen (15) days. During this time, I was subjected to the use of a “mini fridge” for a small amount of perishable items, such as milk and butter.

I restocked the refrigerator, as I was unable to keep perishable food in the refrigerator during the additional fifteen (15) days during which the refrigerator had malfunctioned. On August 12, 2010, the temperature inside the refrigerator was 60 degrees. Yet again, a refrigerator full of groceries was wasted. For the fourth time, I contacted (800) 4-my-home to schedule a fourth service call. After explaining, in detail, the situation regarding my malfunctioning refrigerator to the Sears representative, I asked that someone other than Hugo service my refrigerator as, quite obviously, he was not resolving the problem. The representative advised the earliest it could be serviced would be August 18, 2010, six (6) days away. I advised the representative that this was unacceptable and I wanted service performed on my refrigerator on August 14, 2010. I was informed this was not possible. I asked to speak to a manager, at which point the Sears representative argued with me for fifteen (15) minutes about the fact that she had “managerial authority” and that every representative at the call center is a manager. When I continued to request her supervisor, she placed me on hold so long that I was put back into the original call queue and assigned to a new, non-managerial representative. After repeating the problem to the new representative, I yet again was informed no managers were available and nothing could be done. I hung up and called back. When I reached the third representative I had spoken to that day, I did not bother to regurgitate my story for the third time, but instead initiated the call with, “Let me speak to a manager.” To my surprise, I was transferred to someone who claimed to be a manager. Said manager, being the fourth person I had spoken with that day, refused to schedule the repair on my refrigerator for August 14, 2010 and stated that either I make the appointment for August 17, 2010 or wait for the next available appointment which was August 25, 2010. I was forced to request off of work on August 17, 2010 so that I did not have to wait another week before my refrigerator would be serviced. As a result, I lost wages as I had only been at my current employment for two (2) weeks and had not yet accrued any paid time off.

On August 17, 2010, a technician by the name of Dave arrived at my home. He inspected the refrigerator and informed me that the part Hugo had replaced not once, but twice, was not, in fact, the problem. The problem was instead the evaporator coil and the problem was probably never the sensor because Dave had “never seen one go bad.” To my ultimate dismay, he did not have a replacement evaporator coil with him and the part needed to be ordered. Dave ordered the part and advised, as Hugo had, the part would take a week to arrive at my home and I was to call Sears when the part came in to schedule an appointment for replacement and instillation.

The replacement evaporator coil was delivered to my home on August 24, 2010 and I immediately called Sears to schedule an appointment. I was told at this time that there was a part missing from the three-part August 24, 2010 shipment and I was assured the missing part would be at my home on August 27, 2010. Therefore, I scheduled my appointment for August 28, 2010. The third, missing part never arrived but I kept my scheduled appointment for August 28, 2010. Two (2) service technicians arrived at my home on August 28, 2010. One was Fernando, technician ID #784702. The other repairman did not leave his information. When the repairmen arrived, they took the unopened box that had been delivered to my home containing two (2) of the three (3) parts needed to repair my refrigerator. Upon opening the box, one of the technicians exclaimed, “Oh my God.” Apparently, the coil placed inside the box was too big for the box. So, it was smashed into the box which resulted in kinks to the coil. Rather than the coil having curves, it had points. As the repairmen attempted to work out a way to fix the part, they determined that said coil, damaged as it was, was the wrong part for my refrigerator. Dave had ordered the wrong part. So even if all three (3) parts had arrived on time, undamaged, the replacement part was not made for my refrigerator, but, instead, was the replacement coil for the freezer.

At this time, the two technicians were also able to deduce the root of the problem and were able to explain why, for three (3) days after “repair, ” my refrigerator worked and then, subsequently, malfunctioned. Apparently, the evaporator coil would freeze. While being “repaired, ” the coil would defrost, thus allowing the refrigerator to function properly for a very short period of time, only to freeze up again after three (3) days. I was so overwrought with emotion I could not speak. I had to leave my home. My son remained in my home with the two technicians and let them know he had a surprise party planned for me as a surprise for my 50th birthday on August 29, 2010 and a temporary solution needed to be worked out. One of the technicians stayed behind and defrosted the evaporator coil as best he could in the hope that is would allow the refrigerator to function properly for three (3) days thus allowing my son to throw my surprise birthday party.

To date, the correct parts have not been delivered to my home. I have not been contacted by anyone from Sears with an anticipated delivery date. I am completely unaware of when my refrigerator will finally function properly. I have been without a functioning refrigerator for forty-seven (47) days. Tomorrow will be seven (7) weeks since I initially called Sears. I cannot convey my frustration in the wholly unsatisfactory, unprofessional and unexpected lack of response and customer service that I have received from Sears.

I need to be contacted immediately in reference to this matter. I want my refrigerator to either be repaired to its fully-functioning state or, in the alternative, replaced immediately. I demand a refund of my $192.00 paid in the faulty expectation that Hugo had repaired my refrigerator in July, 2010.

i purchased a 40" sony bravia tv from sears in 2007 and also purchased the extended warranty. on aud 8, 2010 tv wold not turn on and standby light was blinking..called sears on aug 8th and they sent a technician out to my home and was told part had to be ordered and would be in by 23rd of aug and tech would be out btween 8am and noon..well no tech...the co had called me on the 22nd to confirm my appt. and no tech. i called seras 4 my home at 1pm and got someone i could barely understand that told me my tech was running late and would call when on his way..i called again at 2pm and got another person i could not understand and was told that i was next on the list...i then called at 3pm and got another person of limited english skills and was asked if i had gotten the part at my home yet(was supposed to be delivered and picked at local sears store#1338)...i replied no and where was my tech? was then told that part had not come in and no tech was coming to my home. needless to say by this time very upset and annoyed..called sony to see if they could help and was lucky to have a very nice man named cody help me...he called sears 4 my home and got to talk to brook who then told both cody and i(on 3 way phone) that part was not in and i would not be able to have it until today, aug 31st, between 8am and noon..well sears 4 my home called me at 11:30am to let me know part was not in even though i talked to ashley on the 30th ans was told that it was and tech would indeed be here today.am not happy at all and maybe will get it fixed on thurs the 2nd..a man named james tracked down my part that was ordered on the 10th and shipped on the 25th..it is in el paso tx as we speak and may reach here by the 2nd..I will never buy ANYTHING from sears again that requires a warranty. am sick and tired of excuses and no one talking with each other to find out what the heck is going on...this is not the way to keep consumers happy in this economy.

In May 2010 I ordered a suit online from Sears. Since the website will not let you split the payment I had to order the pieces of the suit into two separate transitions because the complete purchase would be more than the $100 Visa Gift Card that I intended on using. The jacket costing $89.00 went on the gift card and the matching pants were paid via PayPal on a separate order. The day after I place the order I received an email stating that they had made an error and the pants were no longer available. The promptly refunded the full cost to my PayPal account. Since the pants were not going to be sent, I no longer needed the matching jacket so I called Customer Service to request the order be cancelled. Russ M. said that the order had already been processed and for me to refuse delivery. As soon as the merchandise was returned they would issue a refund. I explained to him that the Visa Gift Card was going to expire on May 31, 2010 and therefore was requesting a check to be mailed. He said that he would submit that request.

A month later I still had not received the check so I contacted Customer Service again. Jolene N. replied that she would submit my request again and to allow 3-5 days for it to be processed. The next day I received an email from Imran Jooma stating that they received my request and credited my account. Two other emails came in on June 28th as well. Both of them, in a form letter, said the same thing. One was from Russ M. and the other from Melissa H. I responded back to Russ M. and once again explained that it was an expired Gift Card and not a regular Credit Card. I reminded him that he was supposed to put notes on the account to make sure a check was cut instead of sending a credit to the card number. The next day I received a one sentence response from Lila R. telling me to contact the Credit Card Company in reference to the refund. I responded explaining the situation once again and asked for the matter to be escalated if she could not issue a refund check.

Angie D. emailed me saying that she was forwarding another request and asking for a check. She also said that they would follow up until the refund was sent.

On July 2nd, Felecia R. emailed an apology for the inconvenience and asked me to use the attached link to take a survey about my experience.

On August 13, 2010, I tried to send an email to Customer Service telling them that I still had not received my refund and explaining everything that had taken place thus far. I actually tried to send 4 emails but they all bounce back with a message that says that "to protect my privacy" the email was not accepted because it contained a 16 digit number. I have counted every letter to every word and none of them are even close to 16 digits. It is obvious that they have blocked my email address so I called the Customer Service department on the phone. The cell phone call that wasted 44 minutes and 36 seconds of my minutes ended with a supervisor telling me that Sears wasn't going to do anything since they credited the Original Form of Payment. She told me to email the credit card company and get the refund from them. She was good enough to give me an email address and the account number of the card. However, the email address she supplied wasn't to the bank but rather a Visa help desk. They responded by telling me that there was nothing they could do but did give me the phone number to the bank. I called and found out exactly what I was telling Sears all along, they did not accept the credit because the card had expired.

After some research, I used a different email account and emailed a different sears email address with all of my previous hassles and the response from the bank. The contacted me back saying that again, they would submit my request. This time I got an email from Brenda C. saying that a credit for the pants was issued to my PayPal account. If it wasn't so annoying it would have been funny. I replied that Yes, the refund for the pants did go through but it was the one for the Jacket that I have been jerked around with. Again, I asked for it to be escalated and again they responded with a form letter stating that they were requesting it again.

I don't anticipate getting a refund from Sears without taking legal action but when I do, I am sure it will cost them more to defend than the mere $89.00 they owe me.

THE MORAL OF THIS STORY: Never shop at Sears.com!

We purchased a washer, dryer and a Refrigerator freezer all Kenmore Elite series. We purchased the 3 year warranty and scheduled the routine maintenance as we were instructed. And we were pretty satisfied for the past three years. HOWEVER now that the warranty has expired on all three we are experiencing nothing but problems. First the biggest issue the washer the now famous "F1" code 6-7 times it has to be reset and then just maybe it works WE HAVE NOT BEEN THAT LUCKY LATELY WE HAVE TO WASH OUR CLOTHES AT MY MOTHER IN LAWS HOME. THIS IS COMPLETELY UNACCEPTABLE. Of course our serial number is not part of recall. The refrigerator / freezer ice maker has never worked right the tech blew it off as poor water pressure and the freezer is building up ice behind the plastic next to the blower. Our old one worked fine. We have for years purchased products at Sears, from Craftsman tools to Kenmore appliances the products are getting worse in craftsmanship and quality. I will never walk back into a Sears until I get some resolve to this washer "F1" issue

Former Sears Crafsman and Kenmore purchaser

My Dad 87y and I went to Sear to buy a Dinning Table Set Farmhouse Collection, 3 weeks later the edges of the dinning table are falling (the wood is crack, and fall in small cake-like shape slices) We contact Sears customer service and I spoke with Patrick and explain the concerns and he transfer me with the office assistant of the store manager and I also explain the situation, she transfer me with Hassan Hines the furniture department manager who after ansewering the phone and I told him who I was, put me on hold for a period of time and then send an employee to tell me that he was busy and cant answer my call. This employee tranfer me then with the Human Resorses Mangager Mrs. Mary Ann and after I complaint about the furniture manager she did not address the issue about Furniture manager actions, then I had to explain again my situation with the dinning set, I explain that I went to the store and pick up the furniture because It came in a box and it was easy to carry in a regular car, and I explain that I have to paid sombody 25.00 to assamble . She say that she only have to options for me as per store manager, either unasamble myself bring it back to the store and she give me a new one, or she wave the delivery fee and send some one to bring it to me without instalation so I have to paid again 25.00 to instal the new one again.
I went to sear because of all the advertising of Great Customer Service, and PRODUCT QUALITY, this is not my case, the worst management custumer service ever, and they have no way to satisfy the customers needs. We buy things according with our budget in the stores that we expect with quality for your price, and the must the way they treat their customers.
THis is the first time I am complaing about something, but I think the way that the treat me and my father deserve it. I hope you has a Corporate take action with this Manager Hassan Hines, all the customers issues should be treated with the same priority, because every person buys according to their need and money in their pocket.
Thank You
Migdalia Torres

I have an lg refrigerator that has been continually making ice since 8/10/10, I called in for service right away with your company as I paid for a service contract when initially purchased. Not only has it taken over 2 weeks to receive service with each re-scheduling I have spoken to serveral representatives most of which were courteous to me. The last person I spoke to not only cut me off when I was speaking but hung up on me as well. She informed me the contractor would be a half hour later to arrive, I informed her that i'd been waiting for over two weeks and how ridiculous this is, she said some have been waiting over 30 days, and I went to ask for a supervisor or the corporate address, she told me have a nice day and hung up. When calling back the [protected] to speak with a supervisor, I thought I wasn't going to be able to the response the next rep I spoke to but I finally spoke to a supervisor named teresa, she was apologetic and said a form would be put in this reps file.

It would seem paying for a service contract upfront means you shouldn't have to wait this long and you would get decent contractors and reps to handle your business calls.

i have had terrible service i called sears about a battery 3 times the 1st time they hung up the 2nd time it just kept ringing the 3rd time a japanese man answered and i told him i wanted a 1982 lowrider diehard battery the guy said yes we have those then he said there was a 2 year a 3 year and a 5 year battery then me and my dad went there and they say that there was none in stock then the guy randy torres said we dont have any but we can only bring one in from another store at 600 only no earlier

I purchased a cal king mattress from Sears. Within 4 months it was sagging and lumpy. After many many hours of being transferred to different people, which I have every name they said they would replace the mattress. We again had to travel over 2 hours to the store pick out another mattress and wait for months to receive it which of course we had to travel again 2 hours one way to pick it up. Imagine our surprise the second mattress was worse than the 1st. My husband sinks in and I am on a lump. It has been over a year with no replies from Sears we keep getting the run around. This mattress has a 10 year warranty. I do have all the paper work and names.

I worked for Sears for over 13 years. I am now 55 years old. I contacted Sears about my retirement that I was promised back when I was hired by sears. I was guarenteed a retirement when I reach 55 years old and have the amount of employment required to retire with. After calling Human Resources. They informed me that they have no record of my employment with Sears and Roebuck and Company. I worked part-time and full time for sears in Burlington, Massachusetts. I was in the automotive store doing mechanic work. I also worked for sears in other divisions. All together, I have 13 years of working for the company. After calling with them. They lost any record of me and I have no recourse to find my records. My last emoployment with Sears was back in 1996. I had to wait until I was 55 to apply for retirement with the company. They lied and they also lost my 401K I had with the comapny.

I order a futon from sears' web site. the ad stated " futon with 8 inch mattress " $49.99. It seemed to good to be true, a futon with mattress for less than $100. when the package arrived at my door, to my surprise, it was only the arms for a futon. so got online and chatted with customer service, who apologized for the false advertising (said she would tell those in chrge of web site to change the way ad worded), and she told me all I had to do was take the item to the nearest sears locationfor a full refund. I actually don't have a credit, and a friend of mine was nice enough to buy the futon for me with his american express card. so I had to bring him to sears to do the exchange. I explained the situation to the cashier and she began the paper work to give me my refund. then I realized they were not going to give me my shipping costs, which brought the total to$63.88. I complained that I shouldn't pay shipping for something I didn't want. so they got the manager who decided to call sears.com to which he told me that I need to take the package home and sears.com would have UPS pick it up and then my friends credit card would be refunded, oh yeah and UPS would call the day before they pick it up. what a joke... I waited over two weeks and no call. so I got back online with sears' complaint department who now informed me that I have to mail back the package myself. so I got on the phone with sears explained my situation and when they found out I wasn't the owner of the credit card they wouldn't even talk with me. they said that my friend would have to call and waist his time(which he already did going to sears on a wild goose chase to try to return the item). so instead I gave up. what I really hate about sears is that they lied to me over and over: 1.) the ad on the website lied (futon w/ 8 in. mattress it even showed a picture) they finally changed their ad 5 months later. 2. ) just bring it to your nearest sears for a full refund ... lie 3.) all you have to do is take it back home and UPS will call you and pick it up... lied right to my face. I've shopped at sears for a long time but never again and not Kmart either since they essientially one company.

I am extremely upset with Sears Customer Care Department. I have had appointments to have my ice maker repaired now 6 times since September 4, 2009. There have been various "fixes" applied but nothing completely resolves the issue. The ice will not always come off the plate like it's supposed to and it gets stuck half way on and half way off the grid. When the water starts running for the next cycle the water runs over the ice that is stuck and runs down on any ice that has been made and melts what ice is in the bin and turns the ice that i's left white. The ice plate and grid have been changed and it still happens. The repairman suggested I clean it. I clean it every 4 - 6 months (recommended cleaning in manual every 6 months). He then came back with an abrasive pad as the techs directed him to and cleaned the plate which didn't help. He came back and said we needed to put the ice maker on wedges under the back. When nothing has worked he told me to call the Customer Care Department to tell them that the tech has tried everything that him and his co-workers and the Sears techs know to do and to request a replacement. When I called them they told me that a tech had to come out one more time and try something different. When the tech came here he said there was a tiny calcium spot on the front of the ice plate and maybe cleaning that would make a difference - it didn't. So I called Customer Care again requesting a new ice maker and the lady said the paperwork hadn't been submitted by the tech yet and she got to work at 12:30 central time and she would call me as soon as she got to work. Several hours went by and no call. I called back and nobody could tell me who it was that I had talked to so another lady said she would have to have the tech come back out. At this point I'm about to lose my patience and I told her to call the tech and talk to him. She said she couldn't because they don't have that information. I told her I knew that was not correct and she put me on hold and said she would try to call the tech. She came back on the line and said she could not get ahold of the tech but left him a message to call her back and as soon as she heard from him she would call me right away. After not hearing from her I called back and had to leave a message for her to call me. Didn't ever hear from her so I called back and was told that she was scheduled off that day. I asked if someone else could help me and he said no because the tech had called her back the day before and told her that he thought maybe we needed a water softener. Trying to hold my temper, , , , I told the gentleman that I've had freestanding ice makers in every home I've owned for the past 30 years and that my dad and brothers have also had them that long and have lived places where the water was harder than where I currently live and have NEVER had a problem with an ice maker like this ever before! I have never been told before that I needed a water softener installed so that an ice maker would work properly! The gentleman wouldn't help me - he said I had to speak to my case manager but that he would give her a message to call me as soon as she got to the office the next day. He also made me schedule ANOTHER appointment for the repairman to come out once more (7th time now). I waited on a call today for a few hours and finally gave up and called back to find out my case manager was on the phone and the girl I spoke to said she would be sure to send her a message to call me right away. After lunch I gave up once more and called back to find out the case manager was given the message but now she was at lunch. The person I spoke to told me they would give her yet another message to call me. I asked if I could speak to a supervisor and was told the supervisor didn't get to the office until 4:00 pm today. I requested they have the supervisor call me as soon as he got in the office. I also asked if someone else could take over my case as it's now been almost a week since the case was opened without any response from the case worker! I was told nobody else could take over a case from another employee. Now as I'm writing this it is 10:09 pm and I have yet to hear from the case worker OR the supervisor! I have been getting nothing but the runaround regarding getting this ice maker replaced! This is absolutely the worst customer service I have ever had! This is definitely not the SEARS it used to be!

I purchased a wedding ring from Sears in Oct. of 2009, yeah I know first mistake was purchasing a ring at SEars, however financially I could n't afford much. Anyways, when I got the ring I also purchased the extended care plan, well good thing I did. A few months after I bought the ring a stone fell out, I took it down there and waited a week for it to be repaired, to only find myself back ther a few months later with another missing stone. Again, I had the ring repaired, to again find myself back another couple months later. At this time I was quite upset, my wedding ring, the ring that is suppose to last forever, has now been repaired twice and is needing a 3rd repair, all in less then 1 year. Sears agreed to replace the ring, sadley I replaced it for a duplicate ring. Well yet again, a few months later the ring needed repair, again I waited had the stone fixed and got my ring back. Well I am now missing another stone, this ring is only a few months old, and the original purchase is still less then a year! I went to Sears tonight with my dilemma, and was told, they will give me back 50% of what I paid for the ring. 50%! How is that fair? This is MY ring, it has more value in the sentiment. Why should I lose money because they have crappy jewelery? I need a ring that will last forever, not one that will be in repair every 2 months, at least until the care plan expires, you know since it's not lifetime. ( wonder why that is? )

I've been a customer of Sears for 30 years and did most of my shopping through their catalogue. Even though their prices are often higher, they could always be counted on to accept returns when a product is not as expected. They advertise a "Satisfaction or money refunded" guarantee and have been true to their word.

But things have changed. Recently I ordered a pair of slippers for my grandmother as a gift. She let me know a week later that they didn't fit. By the time I went to see her again, pick up the slippers and return them to the store, 35 days had passed. In the meantime I ordered a larger size. The clerk told me that I could not return or exhange the slippers because more than 30 days had passed. I explained the situation but she wouldn't budge. What?!?!? When did this change occur? There was nothing wrong with the slippers and I'd ordered a replacement pair. I couldn't accept what the clerk told me and so I contacted customer service, explained the situation and they too told me I'm out of luck.

I can't believe they won't take the slippers back. Even the worst retail stores allow for exchanges! I'm very disappointed with Sears and unfortunately I will no longer shop there. They have lost a good, loyal customer because of their new policies. If you shop at Sears, make sure you realize that they no longer back their products.

I am very concerned the Sears is not taking seriously the issue with the dropping oven racks in their Kenmore stove/oven range. Model Kenmore 790.[protected]. I have gotten burnt several times and they say it is an engineering defect and there is not much they can do. Please be away! you can get burnt, hurt or have a fire in your oven if the racks drop on you!

We went to Sears to purchase a LG washer and dryer pair on May 31, 2010. The salesman made delivered a good line and included the fact that this purchase would include "free delivery and pickup of the old machine." When he wrote up the sale, however, he informed me that I would have to pay $75.00 up front for send me a $75.00 rebate later. Sears would be holding my money for a period of time. We bought and paid.
The same day I filled out the rebate form, made copies of the store receipts and attached them to the form. I mailed this from the local post office to ensure that it would be delivered without a hitch. After 5 weeks I went online to the Rebate Center to check the status of the rebate. The screen I saw was a little confusing. It looked like the Rebate Center had no record of my receipts. I then entered the data on online form provided and also sent an e-mail message asking for an explanation. Two weeks later I have heard no response from the Rebate Center. I just went back online to check the status of my rebate, and I have found the same confusing message. Then, one week later, get one email message told us they sent out the check on July 7, 2010. I checked my mails and event went to local post office asking about my mail (anyone may return the missed delivered). None.
I again re-entered all the receipt data and again I have sent a message asking for a simple explanation regarding the status of my $75.00 rebate and check they said they mailed. No answers, no respond any more.

This is the second time; the SEARS rebate center cheating on us. Three years ago (2008), my husband purchased a Kenmore dish washer from same SEARS store. The same story they did not send rebate check to us. I doubt that I will ever see the $75.00. I am through shopping at Sears!

Susan Tseng

I bought a washer/dryer (stack up) at Sears in Leon Plaza, Guanajuato, Mexico on 6/26/10. When they delivered it it was the wrong one (smaller capacity). The manager of appliances agreed to send me another one with the capacity that I paid for and told me that that new one was more expensive, but he will let me have it for the same price. When I got the new washer/dryer I noticed in the receipt he send me with the delivery people, that the new was cheaper than the one I bought first. The installation was free, but when they came to install it, they could not do it because I was missing a part for the installation. I had called the manager previous to the installation and he gave me a list of the things I needed, but he forgot to tell me about the part that was missing. After almost a month after I paid for the washer/dryer I had to pay from my own pocket a plumber ($600 pesos about $50 dls) to install it.
I have written two complaints to Sears in Mexico, but they dis not respond. Please help me! I want Sears to pay me for the installation of the washer/dryer and for the diffeence between the first and second washer/dryer ($888 pesos about $71.04 dls). A total of $1, 488 pesos about $119.o4 dls. Thanks a lot. Ismael Gonzalez ([protected]@yahoo.com)

We purchased one of Sears’ top-of-the line Kenmore Elite Oasis HE washers -- model 27082. Not only were there significant load-balancing problems causing extremely loud rocking, when the Sears repairmen came to repair the knocking and rocking problem, we discovered that the entire interior frame was completely corroded (not rusted, but corroded!) The appearance of the interior frame was like that of a washer that had been abandoned and exposed in a junkyard for the past two decades. The balancing problems and corrosion were so severe that their own Sears servicemen recommended that I purchase a new washer (from Sears, of course). My new tile floor was ruined from the rust and corrosion.

Most infuriating, Sears’ dishonest Customer Service Department was never forthright in revealing that these high-priced Elite Oasis HE washing machines were overburdened with significant mechanical problems. My brother-in-law showed me the product reviews for this washer and I was stunned! I requested a refund for this “lemon, ” and the Sears Customer Service Department made a magnanimous offer to resolve this problem with a 10% discount on another Sears washer, which is truly preposterous. Sears has proven that they are hardly inclined to stand by their products. Over the past 30 years, I’ve been a regular Sears customer, but I will never buy another Sears appliance.

I will be joining the class action suit against Sears for (1) deceitful salesmen not being truthful when asked about the quality of their products, (2) gross product negligence, (3) damage to my floors, and (4) concealing any knowledge of these problems.