Complaints & Reviews

re-stocking fee

I went into the Sears Store in Rego Park, New York, Saturday, September 20, to return a Sony 2-Speaker Home Theater System purchase on 09/05/2008

Using a very unprofessional and confrontational approach, I was told by their sales staff that there would be a 15% restocking fee The stereo was in the original box and looked like it had never been opened and brought back to the store within 2 weeks of purchase. I have a note from the store manager written all items received.

The restocking fee does not apply as the item was in the original box and packaging and met the requirements of Sears Return & Cancellations Policy

I also e-mailed and phoned their National Customer Relations to look into this. I explained to the representative that the product returned was in the original box. She then changed the reason for the 15% fee! Open box!. Never again SEARS!

Sincerely,
John Moey
………………………………………………………………………………………………………………..

Below is a link to Sears.com for Return & Cancellations Policy.

http://www.sears.com/shc/s/nb_10153_12608_NB_CSreturns?adCell=A3
Returns & Cancellations
Satisfaction Guaranteed or Your Money Back
Our goal is that you are completely satisfied with your purchase. If for any reason you are not satisfied, simply return your purchase in its original packaging, with your original packing slip and sears.com Order Confirmation E-mail Receipt within 90 days of your purchase, 30 days for Home Electronics and Mattresses for a refund or exchange. If you are not satisfied with your purchase after these time periods, please let us know. Your satisfaction is important to Sears.
• A 15% restocking fee applies on Tires, select Home Appliances, Home Electronics, Home Improvement, Household Goods, Lawn & Garden, and Automotive products not returned in the original box, unused, and containing all original product packaging and accessories.
• Special orders cancelled after 24 hours of purchase are subject to a 15% order cancellation fee
For mailable and home delivery items, see our returns options below. Shipping and handling charges are not refundable. For additional questions on sears.com returns or order inquiries, email [protected]@customerservice.sears.com.

  • Wo
    wot90s Jun 18, 2009

    good luck on the customer satisfaction, refundable. you have to go to the top to get any satisfaction. I will say, National relations department will help you. read my post from 6-18-09 on weedeater and getting my full credit.
    national telephone number which sears local stores doesnt seem to have... 877-878-3695 good in florida, orange park.

    0 Votes

Resolved not warned of hidden fees when being approved of sears card.

I purchased an item at sears. Here is the salescheck # [protected]. The cashier offered me a $15...

Resolved bad service

This is more of a warning than a complaint. My mom had a very negative and frustrating experience and has wanted me to post it on the internet to help others from experiencing the same.

My mom has had a Sears Credit Card for about 8-9 years. I came home from the mainland in 2006 and found a very large charge on her statment, in the amount around $60-$70. It turned out to be some kind of protection plan for the card.

Thing is, my mom said she never signed up for any plan. I spoke to a phone representative and was told that my mom signed for it with one of those $2.00 checks. I requested a copy of that be sent.

First I was told they would send it and it would take 7-10 business days. 2 weeks later, I called again and requested it again. Same thing. 2 weeks after, I was told that they did not have it and that they do not keep things on file that are more than 3 years old. I told them that it was ridiculous, as it is THE ORIGINAL proof or document that initiated the program in the first place.

We contacted the BBB and filled out the forms. However, we were told nothing could be done about it, as there weren't enough complaints at the time.

Sears credited back one amount. The annual fee kept being charged over 5 years. That would be up to $350, but then add to that interest. My mom was out a large amount of money.

Well, needless to say we cancelled the membership. Then after being abroad for a year, I returned and went through her bills. Another "plan" was being charged monthly. My mother did not sign up for this either!

English is not my mom's native language and her English reading skills are not very good. My mom feels that she was taken advantage of, because of this fact. Well, we cancelled the card all together.

So, to anyone who will listen, please be very careful with your Sears Credit Card. We hope this post prevents the horrible experience that my mom went through. If you have already experienced it, we are very sorry. Thank you for reading and good luck.

customer service

I had scheduled for a service repair on a Kenmore refrigerator. I filled out all the valid info. including my latest tel. and address. I received a confirmation e-mail letting me know that their would be someone coming between the hours of 1-5 to the address that I provided and if had any questions would call the telephone number I had provided. Well 5 o'clock came and went and know one had shown up. So I call the 800 number that was provided to me in the e-mail. I explained the situation to the lady who answered the phone, she asked for my tel. number I gave her the one I had provided when I had placed the request for the service repair. She asked if I had another one, I informed her that is the one I had provided when I made the request for the service repair and that I could giver her the service repair confirmation. She said no and that she needed another number I told her that is the only one that I had provided, she told me to hold on and then she hung up on me. I called back and spoke with the same lady this time she asked for a name and address. After spelling my name and address to her she then informed me that they had called the number that I had provided not from the e-mail service request I had placed that morning but from the one from 4 years ago when I originally purchased the fridge. But even before this she asked me if I was interested in an extended warranty. Then after she had told me what happened I told her how come someone did not call the number on the service request e-mail that I had placed that morning, She did not have an answer for me. She then instead of offering some kind of rebate or a waiving of the service fee she just told me that the next time a repair person could come out to do a repair would be 4 days later.

defect in lighting

My husband and I purchased a Kenmore Elite Trio refrigerator in May of 2006. On Friday morning, August 29...

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worst customer service and card payments

This site is the absolute worst. I got this credit card because I needed to get some stuff on my car fixed and it seemed like a nice deal. Wrong! I usually pay my bills online and they want all your bank information... What company does that? What happened to a simple credit card payment? So I called customer service and every representative I have spoken to are rude. If you wish to pay with a credit card they charge you $14 just to use your card. I hate this card and if sears wants to keep their business they better straighten theirs!

appliance defects

Sears Holdings Corporation August 12, 2008
William C. Crowley, Executive Vice President
3333 Beverly Road
Hoffman Estates, IL 60179

Dear Mr. Crowley:

I am writing this letter to express my dissatisfaction with Sears customer service. Being a loyal customer for over 35 years, I would like to relate the following experience.

After our less than three year old Model 110.[protected] washing machine malfunctioned, I ordered the replacement water pump from the actual part number and parts list diagram, paying expedited freight charges. When the pump arrived, the unit was entirely different from the original unit and contained the entire motor assembly with stern warnings about returning if installed. I called your parts dept. and was told I had the wrong part for my machine and they would send the right replacement part. The next day, a duplicate part arrived and I called the parts dept and spoke to a supervisor (Dave) whose response was he would submit a request to Whirlpool Inc. and that it would take 5- 7 working days. He said that he had other customers who were more urgent. I contacted customer service and spoke to (Mary) who said she would try to expedite this request. I finally contacted Whirlpool directly and was told that this was to be a superseded replacement part.

After installing the new unit, I found the troubleshooting guide immersed in water and taped to the inner-panel of the machine. I then followed the guide and also replaced the machine motor that I purchased directly from Whirlpool and to no avail, as the machine still does not function properly.

I then called the local Hunt Valley store where I purchased the unit. The appliance salesman told me that I was out of luck as they had not sold the over $1000 machine in over two years due to the class action lawsuit and associated problems with the machine. Next, I attempted to contact the store manager and the phone would ring continuously with no answer. The switch board operator transferred my call to the jewelry dept saying, “the manager frequently hangs out there.”

I have invested over three hundred dollars in parts and Sears has yet to send a pick up tag to return the original part or credit me as originally promised. After reviewing the web site posting, most people have invested over $700.00 on repair visits for this washing machine

I have spent thousands of dollars at Sears buying everything from major appliances to lawn equipment to shop tools and machines for home and business. It has become clear that your employees care nothing about customer service. I do not intend to purchase any future items ever again from Sears due to the outrageously rude and unacceptable service that I have received.

Resolved customer service department

August 28, 2008

Sears Corporate Office
3333 Beverly Road
Hoffman Estates, Illinois 60179

Attn: Advocate & Corporate
Complaint Department RE: Customer Service

To Whom It May Concern:

During these hard economic times, I found it necessary to purchase a new Dishwasher and Refrigerator. The appliances I had were over 20 years old and were not energy efficient items.

As I have done in the past, I researched the products and looked for discounts. I have owned Kenmore appliances in the past, and found the items that I wanted to purchase were top rated products recommended by www.consumerreport.com.

After my research, I decided to purchase appliances at Sears. On August 13, 2008, I purchased two items totaling $2, 439.57. Quite a substantial amount.

The Salesman, Eddie Barajas, did a wonderful job, as I had to call him a few times with measurement questions, and he was extremely helpful. After I purchased the items, I left the store feeling that I would definitely purchase other items from him in the future.

After discussion of delivery, I was told that I would be contacted within 72 hours with the date and times for delivery. I was concerned about having the deliveries too close, as I have a small kitchen, and did not want to have many delivery people in my home at once. Also, I have a large dog, and during hot weather, do not want him outside too long. I asked for delivery on a Wednesday or Thursday. My salesman told me that I could discuss this with the delivery department and would not have any problems, as the items were available at the local warehouse.

-2-

Within the 72 hour period, I was contacted by a company named Service Bench, to schedule the dishwasher installation, which was agreed upon. I was not contacted for the refrigerator delivery during that 72 hour period.

On Monday, August 18, I called Sears delivery at [protected], and I was told that the “Freezer” that I purchased was delivered on August 15, 2008. I told the person that I had purchased a Dishwasher and Refrigerator, not a Freezer and she advised me that the purchase was not in the computer. That evening I arrived home to have two messages from Sears delivery. One message scheduled the Refrigerator delivery for August 20, 2008, between 2 P. M. and 4 P. M. , the Dishwasher was scheduled for August 20, 2008, between 3 P. M. and 5 P. M. I immediately called the automated system to verify, then talked to a person, and was advised to call after 6 P. M. for times.

I was a concerned that the deliveries would overlap and called the 1-800 number after 6 P. M. , only to reach a recording. Finally, I reached a person who said to call after 9 P. M. and scheduling would be modified. Again, after 9 P. M. , I called repeatedly, only to reach a recorded message. By this time I stopped calling. I only hoped that the day of delivery I would have adequate time to prepare for the two deliveries.

On Wednesday, August 20, 2008, around 11:30 A. M. , I was contacted by the delivery men, asking permission to delivery the refrigerator early, as they were in the area. I was doing a project and told him that I needed time to empty out the old refrigerator, freezer, and clean the floor, cabinets and walls. I scrambled to get the items out of the freezer, when I discovered they were at my door. I had to get my dog out into the back yard and get two coolers from my garage for food storage.

The men seemed to be in a hurry, since they were ahead of schedule, and had the new refrigerator at my front door before I was ready for them. I was trying to work as fast as I could to empty and clean, and unfortunately left some items on one of the doors of the old refrigerator.

-3-

I pulled out the old refrigerator to clean, and they were standing there watching, not even an offer to help. I vacuumed and barely had time to mop the floor, while they were ushering me out of the way to move away the old appliance. I told them to be careful of the slate floor, as it will scratch. They were tilting it and I said “watch out”, then I knew the slate was scratched.

Meanwhile, I was unaware that I had left items in the refrigerator, and the men did not check or ask me to double check. I feel as though I was so rushed, I did not have the appropriate time to prepare. This was my main concern at the time of purchase, and it was happening.

As the Sears truck was leaving, another truck was backing up into my driveway, with the dishwasher. The time was approximately 1:30 P. M.

ANOTHER EARLY DELIVERY!

As the new dishwasher was being brought into my home, the old dishwasher was being disconnected and a tool chest was placed in the kitchen, therefore, I had no place to stand and put items in the refrigerator. I told the man that I wanted to clean under the area, and he said that would be no problem. He picked up some glass, screws and larger items himself, and then I was able to vacuum the dirt and cobwebs.

While I was in the kitchen, putting food items into the freezer before they melted, I realized some items were missing. I went through my coolers and could not find my RX and other items. I immediately called Sears delivery department and was told that the delivery truck was still out, and that I would receive a call from them within the hour. By this time, it was around 2:30 P. M. , as the dishwasher people were still here.

During the call, I told Sears that I had neglected to get two prescriptions that needed refrigerated, and I needed the Pharmacy name and RX numbers so I could replace them, as they were expensive.

-4-

By 6 P. M. , I had still not received a call, again calling customer service, only to listen to a recording. By now I had discovered just how many items were still on the door of the old refrigerator.

The following morning, August 21, 2008, I started calling customer service at around 10 A. M. , and by 3:30 P. M. , I had talked to 13 people! Two out of the 13 that I talked to offered me a $50.00 gift card and I was told to call the Sears Corporate Advocate and Customer Complaint Department at [protected] for food compensation. I then decided to wait until my next day off, as this was beginning to frustrate me.

Thursday morning, August 27, 2008, I had the unfortunate opportunity to talk to a woman who said her name was Tina, #563536. She is supposed to be the Advocate for the Complaint department. She was rude, unprofessional, continued to interrupt me as I spoke and down right awful and unhelpful!

I explained to her the situation, as it happened, about the prescriptions and food items; and that someone, during all the conversations with Customer Service, had told me that I would be reimbursed for the food items. She consistently badgered me about who, and how and did I get the misinformation about reimbursement for food items, as this is not policy, and what telephone numbers I had called.

I tried to tell her the names and ID numbers of the people I had talked to and she continued to tell me that she was going to hang up on me. Then I tried to describe the food items to her and she, again, stated that she was going to hang up on me.

I have been in Customer Service for over 35 years, and in all these years, I have learned how to listen and make sure the customer is finished venting before speaking. Had I been that rude, I would surely be out of a job!

-5-

The people I talked to from Sears on August 21, 2008, were:

Jack #24201 Unit Supervisor
Randy, Amanda, Clarisa #24201, Lei, John, Jack
Tenesya ##82013, Yuvan #1047
John #1112, Donnecia #79803 (very helpful)
Tina #563536 was the person I talked to on August 27, 2008.
Unfortunately, for me, I did not get every ID number.

Last Thursday, August 21, 2008 I called home delivery, at [protected], and was told that the old appliances were at a warehouse and was given [protected] to check if the appliances were still there. By now, frantic about the RX, I knew they had begun to spoil and I needed the information.

The girl I talked to informed me that the refrigerator was at Jaco
[protected]. Again, I was informed that the GE refrigerator was not there or may have already been shipped.

Now, I feel as though I am entitled to some sort of financial reimbursement. As for all the items that were left to spoil, for the prescriptions that I tried and tried and failed to acquire and mostly for all the unnecessary stress. My husband has been out of work most of the past two years, due to surgeries, and I do not have the $100.00 or more to replace the following food items:

Ketchup, Mustard, Mayonnaise, Chinese Mustard, Pine nuts, Two prescriptions @ $25.00 each, 5 bottles of Salad Dressing, Soy Sauce, Artichoke Cream Cheese Dip, 1 Box of Arm and Hammer Kitchen Baking Soda, Lemon Juice, One bottle of Marinara Sauce, Clam Juice, Clamato Juice, Coffee, Olives, Sweet & Sour Marinade, Vermouth, Teriyaki Sauce, and Two bottles of Salad Spritzers. Many of these items are not used on a daily basis, therefore it will be quite expensive to replace them.

-6-

I do not believe that I am being unreasonable in asking for compensation or a gift card to Vons, Albertsons, Smiths, all Nevada grocery stores, as I did what was required, in writing, by me for this delivery. I did not read anywhere that It was all my responsibility to have everything out of my refrigerator, although, had I had the appropriate amount of time or consideration I would not be writing this letter of complaint. I did everything in my power to talk to the various representatives from Sears for a solution, only to be passed on to another and another and another and another, finally to Tina to be told, basically, that I “was getting nothing!”

I am not asking for compensation for the scratches on the slate floor, as I know I can buff them out. I am asking for monetary help.

Unfortunately, you have lost a loyal Sears Customer of over 35 years, and I will notify all family members and friends of this unfortunate Customer Service Nightmare.

Respectfully,

Margaret Stayen
3608 Broxburn Street
Las Vegas, NV 89108

Cc: Illinois Attorney General, Lisa Madigan
Nevada Attorney General
Clark County Better Business Bureau
Clark County Consumer Affairs
www.consumeraffairs,.com www.complaintsboardcom

RESOLVED

The complaint has been investigated and resolved to the customer's satisfaction.

  • Sears's response · Aug 14, 2009

    Dear Grass Valley Folks,

    I am sorry to hear that you are having difficulty with your local repair center. My name is David and I work for the Sears Cares Team. We would appreciate the opportunity to assist you in resolving this issue, if you can contact us at [email protected] Please provide a contact phone number and the phone number the pressure washer was purchased under (if different than the contact phone number) and we will call you directly. In addition, please provide the screen name (Grass Valley Folks) used to post here for reference to this issue.

    Thank you,

    David V.
    Senior Case Manager

  • Sears's response · Jan 11, 2010

    Dear laura devendorf,

    We are sorry to hear about the problems you have experienced with your refrigerator over the past years. We can only imagine the frustration this has caused you and your family. We would appreciate the opportunity to assist you in resolving this issue. My name is David and I work for the Sears Cares executive team and we are here for assistance. At your convenience please contact my office via email at [email protected] so we can further discuss your concerns. Please provide us a contact number and the phone number the refrigerator was purchased under and we will call you at your convenience. In addition please include your screen name (laura devendorf) in your email so we can reference to your posting.

    Thank you,

    David V.
    Senior Case Manager
    Sears Cares

  • Sears's response · Apr 26, 2010

    Dear hrosa:

    My name is Shayne W. and I am part of the Sears Cares escalations team. I have forwarded your complaint to our team at [email protected] and someone will be in touch with you within the next 48hrs. We look forward to speaking to you soon.

    Thank you,

    Shayne W.
    Senior Case Manager
    Sears Cares

  • Sears's response · May 10, 2010

    To Loescherk,
    I found this post and I wanted to reach out and express our concern for this situation. When we set up a service call, we anticipate that we can get the service tech to your home and the service completed within the time frame we give you. Waiting so long for service is not acceptable, but the delay is because a technician was held on service appointment that took longer than expected. We can’t ask a tech to leave a job partially done in order to make the next appointment. We wouldn’t do that to you or any of our customers. That being said you should have been advised of the next steps and for that lack of communication, I am very sorry. Of course, this is not an excuse, just an explanation. Of course, we can’t have you waiting longer for the service you should have had initially. My name is Brian and I’m part of the Sears Cares Escalations team. At your convenience, please contact my office via email at [email protected] so we can get this resolved for you. We can get you on a sooner date that is convenient for you. In the email, please provide a contact phone number and the phone number the refrigerator was purchased under (if different than the contact phone number) and we will call you directly. Also, in your email, please provide the screen name (Loescherk) you used to post on this site, for reference to your issue and we do look forward to talking to you soon.

    Thank you,
    Brian J.
    Senior Case Manager
    Sears Cares

  • Sears's response · May 17, 2010

    To Sophie Muscosky,
    My name is Brian and I’m part of the Sears Cares Escalations team and I’m sorry to read about the problems with your Sears rebate gift card. I’m not sure what the problem is on our end, but we would most certainly like to investigate and resolve this issue for you. At your convenience, please contact my office via email at [email protected] so you don’t have to continue to be frustrated by this situation. In the email, please provide a contact phone number and the phone number the dishwasher was purchased under (if different than the contact phone number) and we will call you directly. Also, in your email, please provide the screen name (Sophie Muscosky) you used to post on this site, for reference to your issue, and we do look forward to talking to you soon.

    Thank you,
    Brian J.
    Senior Case Manager
    Sears Cares

  • Sears's response · Jun 08, 2010

    Dear KenL98,

    I am sorry that your experience with our repair department has been such a bad one for you. You are correct in say that it is unacceptable that you have to wait so long for service on the AC unit in 100 degree weather. I live in Texas as well, and I know that this would be unsatisfactory for me to have to wait. Due to the age and health conditions of your mother and brother, we should have been able to get you sooner service. My name is Shayne and I am part of the Sears Cares Escalations team and we’d like look into this and see what we can do to make sure that you get sooner service. At your convenience, please contact my office via email at [email protected] In the email, please provide a contact phone number and the phone number service is scheduled under (if different than the contact phone number) and we will call you directly. Also, in your email, please provide the screen name (KenL98) used to post on this site, for reference to your issue, and we do look forward to talking to you soon.

    Thank you,
    Shayne W.
    Senior Case Manager
    Sears Cares

  • Sears's response · Jun 25, 2010

    Dear Goblet,

    I am sorry you had a bad experience with customer service in your local Sears store. We would like further information so we can make sure this is addressed properly. At your convenience, please send an email to [email protected] and provide your contact information. We will contact you directly in order to have this resolved. We hope to hear from you soon!

    Thank you,

    Amanda H.
    Senior Case Manager
    Sears Cares

  • Sears's response · Jun 28, 2010

    Dear SearsDeadTv,

    We apologize for the service you have received when contacting Sears for repair. We can assure you this not acceptable and we would appreciate the opportunity to speak to you. At Sears we make it our goal to provide our customers with the highest quality of service. My name is Amanda and I work for the Sears Cares Escalations Team. At your convenience please contact my office via email at [email protected] so that we can further discuss your concerns. Please provide us a contact number and the phone number the washer was purchased under and we will call you at your convenience. In addition, include your screen name (SearsDeadTV) in the email so we can reference to your case.

    Thank you,

    Amanda H.
    Senior Case Manager
    Sears Cares

  • Sears's response · Aug 19, 2010

    Dear barry newburg,

    I found this post and I wanted to reach out and express our concern for this situation. Waiting so long for service is not acceptable, but the delay is due to lack of lawn & garden technicians available in your area. We cannot cancel other appointments of customers who have also been waiting for their service to accommodate other appointments. We wouldn’t do that to you or any of our customers. Of course, this is not an excuse, just an explanation. My name is Scott and I’m part of the Sears Cares Escalations team. At your convenience, please contact my office via email at [email protected] so we can get this resolved for you. We can attempt to arrange a sooner date that is convenient for you. In the email, please provide a contact phone number and the phone number the lawn tractor was purchased under (if different than the contact phone number) and we will call you directly. Also, in your email, please provide the screen name (barry newburg) you used to post on this site, for reference to your issue and we do look forward to talking to you soon..

    Thank you,
    Scott J.
    Senior Case Manager
    Sears Cares

  • Sears's response · Sep 21, 2010

    Dear Lei Tang,


    I'm Scott with Sears Cares Escalations. I recently found your post here; I'm sorry I'm responding late to it. I'm so sorry to hear about your disappointing experience with Sears repair services. I know your time is valuable and it's not easy to get time off work. Naturally, we do our best to make all of our scheduled appointments within any given day; however our technicians can not leave one job in the middle of repair to rush to the next customer's home. I realize this is not acceptable, but it is the very nature of the repair service. We wouldn't leave your appointment mid-repair, nor do this to any of our valued customers. We'd still like to try and help. At your convenience please contact my office via email at [email protected] so that we can assist with resolving this issue. Please provide us a contact number and the phone number the washer was purchased under and we will call you at your convenience. In addition, include your screen name (Lei Tang) in the email so we can reference to your case.
    Thank you,

    Scott J.
    Sears Cares

  • Sears's response · Oct 14, 2010

    Dear Kuiperssm,

    I'm Scott with Sears Cares Escalations within corporate. I'm terribly sorry your dishwasher's pump has failed and is causing you some inconvenience and frustration. The fact that our repair department failed to communicate properly with you and notify you of the technician not being available to make your appointment, is unacceptable. I know this only furthered your frustration. Sears has clearly let you down and I cannot apologize enough. We'd like to help make things right. At your convenience please contact my office via email at [email protected] so that we can assist with resolving this issue. Please provide us a contact number and the phone number the dishwasher was purchased under and we will call you at your convenience. In addition, include your screen name (Kuiperssm) in the email so we can reference to your case.

    Thank you,

    Scott J.
    SearsCares

  • Sears's response · Oct 19, 2010

    Dear Sarah Troup,


    I'm so sorry to responding so late to your post here; I've only just found it. I'm Scott with the Sears Social Media Support Team. I'd like to offer assistance and also apologize for your delay in service, and for the failure of your washer to begin with. Being without a washer is not easy I know; having to wait lengthy time frames for repair only makes the frustration and inconvenience worse I'm sure. Being that Sears does service nationwide and for other vendors than just Sears stores, our repair schedule can get heavily impacted. That, coupled with geographic restrictions on techs being available in all areas, delays can and do occur and I apologize for that. This is by no means an excuse, merely an explanation of what may have caused your unpleasant experience. At your convenience please contact my office via email at [email protected] so that we can assist with resolving this issue. Please provide us a contact number and the phone number the washer was purchased under and we will call you at your convenience. In addition, include your screen name (Sarah Troup) in the email so we can reference to your case.

    Thank you,

    Scott J.
    Social Media Support Team

  • Sears's response · Jan 06, 2011

    Dear Kimberly Diulus,

    My name is Scott. I'm part of the Sears Social Media Support Team. I found your post here and wanted to reach out to you to offer some assistance. I'm so terribly sorry for all the repair, trouble & inconvenience you've endured with your fridge. I know all this repair is nothing short of just uncomfortable and infuriating. We'd like to look into this for you and offer our help. At your convenience please contact my office via email at [email protected] so that we can assist with resolving this issue. Please provide us a contact number and the phone number the fridge was purchased under and we will call you at your convenience. In addition, include your screen name (Kimberly Diulus) in the email so we can reference to your case.

    Thank you,

    Scott J.
    Social Media Support Team

  • Sears's response · Jan 27, 2011

    To Ms. Robin,

    My name is Dianne and I'm part of the Sears Social Media Support Team. I found your post here and I wanted to reach out to offer assistance. I’m sorry to read about the problems you’ve encountered with your rebate. I would like the opportunity to investigate this matter. We are a single point of contact for problem resolution within Sears corporate. One of our dedicated and personal case managers would oversee your case from start to finish. At your convenience, please contact our office at [email protected] so you (and others) don’t have to continue to be impacted by this. At your convenience, please send us an email. In the email, please provide a contact phone number and the phone number the item(s) were purchased under (if different than the contact phone number) and we will call you directly. Also, in your email please provide the screen name (Robin) for reference to your issue and we do look forward to talking to you soon.


    Thank you,
    Dianne D.
    Social Media Support Team

  • Sears's response · Feb 01, 2011

    To Refik,

    We are sorry to hear about the problems you experienced with your ice maker and for the service provided. We can only imagine the frustration this experience has caused you. We would still appreciate the opportunity to speak to you regarding the service you received. My name is Dianne and I work for the Social Media Support Team. We are a single point of contact for problem resolution within Sears corporate. One of our dedicated and personal case managers would oversee your case from start to finish. At your convenience, please contact our office at [email protected] so you (and others) don’t have to continue to be impacted by this. At your convenience, please send us an email. In the email, please provide a contact phone number and the phone number the item(s) were purchased under (if different than the contact phone number) and we will call you directly. Also, in your email please provide the screen name (Refik) for reference to your issue and we do look forward to talking to you soon.

    Thank you,
    Dianne D.
    Social Media Support Team

  • Sears's response · Apr 15, 2011

    Dear Mr. Kelly:
    My name is Susan and I am part of the Sears Cares Team. I am very concerned about what I have read here. We would like to help. We are a single point of contact for escalated concerns which means we step into a situation and handle it start to finish with one Case Manager. At your convenience, please reply to this message with your contact phone number and any other information you would like to provide to us regarding this situation. We will get that information over to a Case Manager who will contact you so that you (and others) won't have to continue to be impacted by this. Also, please provide the screen name (James Kelly) for reference to your issue and we do look forward to talking to you soon.

    Thank you,

    Susan R.
    Social Media Moderator
    Sears Social Media Support

  • Sears's response · Apr 20, 2011

    Dear circawdm,

    I am sorry to hear that your online experience did not go over smoothly. My name is Misty and I am with Sears Cares. I would like to get you in touch with a personal case manager who will assist you with any concerns. At your convenience, please contact my office via email at [email protected] so we can get this resolved for you. In the email, please provide a contact phone number and the phone number that your items were purchased under (if different than the contact phone number) and we will call you directly. Also, in your email, please provide the screen name (circawdm) you used to post on this site, for reference to your issue and we do look forward to talking to you soon.

    Thank you,

    Misty H.
    Social Media Moderator
    Sears Social Media Support

  • Sears's response · Apr 21, 2011

    Dear Joannelau,

    I’m so very sorry that you’ve had these problems with your refrigerator. You should not have encountered this situation with a four day delay in getting service out to you. We would like to look into this on your behalf to see how we can resolve this to your satisfaction.
    My name is Misty with Sears Cares and I would like to get you in touch with a personal case manager to address any concerns. At your convenience, please contact my office via email at [email protected] so you don’t have to continue to be frustrated by this. In the email, please provide a contact phone number and the phone number the refrigerator was purchased under (if different than the contact phone number) and we will call you directly. Also, in your email, please provide the screen name (joannelau) you used to post on this site, for reference to your issue, and we do look forward to talking to you soon.

    Thank you,

    Misty H.
    Social Media Moderator
    Sears Social Media Support

  • Sears's response · Apr 22, 2011

    Dear spike78,

    My name is Misty with Sears Cares. I saw this comment and I wanted to reach out to you to see if we could be of assistance. My team handles Internet related complaints as well as complaints that come to the executive branch and we are interested in taking over the handling of this issue. We would really like to investigate to make sure that everything that can be done is being done on your behalf. I do apologize for the delay in finding your comment also and I wanted to ask you to contact my team.
    At your convenience, please contact my office via email at [email protected] so we can help. In the email, please provide a contact phone number and the phone number the cook top was purchased under (if different than the contact phone number) and we will call you directly. Also, in your email, please provide the screen name (spike78) you used to post on this site, for reference to your issue, and we do look forward to talking to you soon.


    Thank you,

    Misty H.
    Social Media Moderator
    Sears Social Media Support

  • Sears's response · Apr 22, 2011

    Dear Jen Green,

    My name is Misty with Sears Cares and I am very concerned about what I have read here. We would like to help. We are a single point of contact for escalated concerns which means we step into a situation and handle it start to finish with one Case Manager. At your convenience, please contact my office via email at [email protected] so you don’t have to continue to be frustrated by this. In the email, please provide a contact phone number and we’ll call you directly. Also, in your email, please provide the screen name (Jen Green) listed on your site, for reference to your issue, and we do look forward to talking to you soon.

    Thank you,

    Misty H.
    Social Media Moderator
    Sears Social Media Support

  • Sears's response · Apr 26, 2011

    Dear lobolexus,

    I saw your comment here and I wanted to reach out and apologize for any inconvenience that we have caused with your delivery. I understand that we have put you in a very frustrating situation and I wanted to ask you to contact my team, even if this has been resolved, to allow us to check into what happened and see if we can make this right for you somehow. My team handles Internet related complaints as well as complaints that come to the executive branch and we are interested in taking over the handling of this issue. At your convenience, please contact my office via email at [email protected] so you don’t have to continue to be frustrated by this. In the email, please provide a contact phone number and the phone number the refrigerator was originally purchased under (if different than the contact phone number) and we’ll call you directly. Also, in your email, please provide the screen name (lobolexus) listed on your site, for reference to your issue, and we do look forward to talking to you soon.


    Thank you,

    Misty H.
    Social Media Moderator
    Sears Social Media Support

  • Sears's response · May 02, 2011

    To Eva Reyes,
    I want to apologize for the poor customer service you have received after purchasing a new tractor from Sears. Sears prides itself on making sure our valued customers are satisfied with our products and services and it appears we have not met that goal here. This concerns us greatly and we do wish to discuss these experiences with you so that we may check into what happened and see if we can make this right for you somehow.
    My name is Laura with the Sears Cares Escalations team and we are a single point of contact for escalated concerns. At your convenience, please contact my office via email at [email protected] so you don’t have to continue to be frustrated by this. In the email, please provide a contact phone number and the phone number the tractor was purchased under (if different than the contact phone number) and we will call you directly. Also, in your email, please provide the screen name (Eva Reyes) you used to post on this site, for reference to your issue, and we do look forward to talking to you soon.
    Thank you,
    Laura D.
    Social Media Moderator
    Sears Social Media Support

  • Sears's response · May 20, 2011

    To JenniferHo,

    My name is James and I am part of the Social Media Support Escalations team at Sears and I am very concerned about what I have read here. I realize that the issue with your car has been resolved however, we would appreciate the opportunity to address your concerns and restore your faith in our company. At your convenience, please contact our office at [email protected] Please send us an email providing a contact phone number and the phone number the auto service was scheduled under (if different than the contact phone number) and we will call you directly. Also, in your email please provide the screen name (JenniferHo) for reference to your issue and we do look forward to talking to you soon.

    Thank you,
    James H.
    Social Media Moderator
    Sears Social Media Support

  • Sears's response · Jun 07, 2011

    Dear Korikla:
    To Mr./Mrs Korikla:
    I saw your comment here and I wanted to reach out and apologize on behalf of Sears Cares for what happened with the on-line order for tools. I do apologize for the delay in finding your comments also and I wanted to ask you to contact my team, even if this has been resolved, to allow us to check into what happened and see if we can make this right for you somehow, but especially if it has not been resolved so we can ensure this happens.
    My name is Susan and I’m part of the Sears Cares Escalations team and we’d like to step in and resolve this issue for you. At your convenience, please contact my office via email at [email protected] so you don’t have to continue to be frustrated by this. In the email, please provide a contact phone number and the phone number the tools were originally purchased under (if different than the contact phone number) and we’ll call you directly. Also, in your email, please provide the screen name ( Korikla) listed on your site, for reference to your issue, and we do look forward to talking to you soon.

    Thank you,

    Susan R..
    Senior Case Manager
    Sears Social Media Support

  • Sears's response · Jun 08, 2011

    To fancythecat,

    I'm so sorry for the mulitple issues you've recently experienced with Sears Parts and Services. It's our goal to provide our customers with the best products and services and I understand that we have failed to do this with you. My name is James and I am part of the Social Media Support Escalations team at Sears and we would like the to know more about your experience so that we might improve our process. We would also appreciate the opportunity to show you that we do value you as a Sears customer. At your convenience, please contact our office at [email protected] Please send us an email providing a contact phone number and the phone number the lawn mower and stove were purchased under (if different than the contact phone number) and we will call you directly. Also, in your email please provide the screen name (fancythecat) for reference to your issue and we do look forward to talking to you soon.

    Thank you,
    James H.
    Social Media Moderator
    Sears Social Media Support

  • Sears's response · Jun 16, 2011

    Dear Mr. Harrison:
    Buying this type of equipment and then not being able to use it is certainly not what we want for our customers. I'm very sorry for everything that has happened surrounding the purchase and repair of your pressure washer. My name is Susan and I am part of the Social Media Support Escalations team at Sears and we would like you to know that we do value you as a Sears customer and we'd like the opportunity to resolve this issue. At your convenience, please contact our office at [email protected] Please send us an email providing a contact phone number and the phone number the pressure washer was purchased under (if different than the contact phone number) and we will call you directly. Also, in your email please provide your screen name, Mr. Harrison, for reference to your issue and we do look forward to talking to you soon.

    Thank you,
    Susan R.
    Social Media Moderator
    Sears Social Media Support

  • Sears's response · Jul 05, 2011

    Dear Larkspur0318:
    We found this post and I wanted to reach out and express our concern and our deepest apologies for this situation. We can understand your frustration and concern regarding your service appointment for the lawn tractor. When we set up a service call, we anticipate that we can get the service tech to your home and the service completed within a timely manner. We can’t ask a tech to leave a job partially done in order to make the next appointment(s). We wouldn’t do that to you or any of our customers. We also can’t know how long a particular job is going to take until the technician gets to the job and diagnoses the issue. Many times it takes longer because we are not going to cut corners for the sake of time. This does cause delays on occasion, but sacrificing quality for time is simply not an option for us. Of course, this is not an excuse, just an explanation. We would like to talk with you to see if we can get a technician to you any sooner.

    At your convenience, please contact my office via email at [email protected] so you don’t have to continue to be frustrated by this. In the email, please provide a contact phone number and the phone number the lawn tractor was originally purchased under (if different than the contact phone number) and we’ll call you directly. Also, in your email, please provide the screen name (Larkspur0318) you used to post on this site, for reference to your issue, and we do look forward to talking to you soon.

    Thank you,

    Susan R.
    Social Media Moderator
    Sears Social Media Support

  • Sears's response · Jul 14, 2011

    Jpatel0928,

    I'm very sorry to hear that your overall experience with us was not to your satisfaction. My name is Brian H. with Sears Cares and I would like to help. I would like to get you in touch with one of our personal case managers who will assist you in getting any concerns you have with Sears resolved as well as make sure you have the product you want. At your convenience please contact our office via email at [email protected] In the email, please provide a contact phone number and the phone number the refrigerator was originally purchased under (if different than the contact phone number) and we’ll call you directly. Also, in your email, please provide your screen name (Jpatel0928) so we can reference your case. Again, I apologize for any trouble we have caused but we do appreciate any opportunity to help.


    Thank you,

    Brian H.
    Social Media Moderator
    Sears Social Media Support

  • Sears's response · Aug 25, 2011

    To Fred Martinez,

    I'm so sorry that you are having to deal with this possible identity theft situation. I understand how frustrating this can be and what an impact it can have on your credit left un-handled. My name is James and I am part of the Social Media Support Escalations team at Sears and we would like to help you resolve this issue. At your convenience, please contact our office at [email protected] Please send us an email providing a contact phone number and the screen name (Fred Martinez) for reference to your issue and we do look forward to talking to you soon.

    Thank you,
    James H.
    Social Media Moderator
    Sears Social Media Support

  • Sears's response · Aug 30, 2011

    To Mrs. Stewart,

    I'm very sorry for the number of issues that you've had with your refrigerator. You mentioned that it was deemed "un-repairable" by a service technician and in that case you are correct that you would receive a replacement under a Master Protection Agreement. The process of receiving a replacement however might not have been followed correctly. We would appreciate the opportunity to resolve this and the issue you are currently having with your washer. My name is James and I am part of the Social Media Support Escalations team at Sears and we value you as a Sears customer. At your convenience, please contact our office at [email protected] Please send us an email providing a contact phone number and the phone number the refrigerator and washer were purchased under (if different than the contact phone number) and we will call you directly. Also, in your email please provide the screen name (patricia a stewart) for reference to your issue and we do look forward to talking to you soon.

    Thank you,
    James H.
    Social Media Moderator
    Sears Social Media Support

  • Sears's response · Sep 13, 2011

    Dear lizcampbell12,
    My name is Laura with Sears Cares; I found your post here and I want to apologize for all the difficulty you've experienced with your dishwasher. I can certainly understand your frustration at having to replace your dishwasher only to see the new one fail as well. As the seller of appliances on the behalf of the manufacturer, we provide the service for any appliance we sell. We also hope that the item will not fail because they have our name attached to them but anything that is manufactured has the possibility of failure, be it a dryer, washer or a Ferrari. This is why Sears offers extended care warranties once the manufacturer’s warranty ends so that in the event it does develop problems, we can cover the service at no cost to you. No retail organization (or manufacturer) can guarantee the item you purchase will not fail. All this being said we do value you as a customer and would like to see how we can help with this unfortunate situation. At your convenience please contact our office via email at [email protected] so that a personal case manager can contact you directly. In the email, please provide a contact phone number, the phone number the dishwasher was purchased under (if different than the contact phone number), and please do include your user name (lizcampbell12) for reference to your issue. Again, we apologize for any inconvenience this has caused and we thank you for the opportunity to assist in whatever way we can.
    Thank you,
    Laura D.
    Social Media Moderator
    Sears Social Media Support

  • Sears's response · Sep 13, 2011

    Dear A. Culloty,
    I saw your post here and I want to apologize on behalf of Sears for the difficulties that have occurred with your washer repair. I can certainly understand the frustration you must be feeling after being promised a service appointment on a certain date, only to be told we could not honor that appointment. It also seems as if you received very poor customer service once you were notified of the scheduling issue. At Sears, we pride ourselves on making sure our valued customers are satisfied with our products and services and it appears we have not met that goal here. My name is Laura with the Sears Cares Escalations team and we are a single point of contact for escalated concerns. We would like to speak with you regarding your experience and assist in making sure that your washer is repaired. At your convenience please contact our office via email at [email protected] and a personal case manager will contact you directly. In the email, please provide a contact phone number, the phone number the washer was purchased under (if different than the contact phone number), and please do include your user name (A. Culloty) for reference to your issue. Again, we apologize for any inconvenience this has caused and we thank you for the opportunity to assist in whatever way we can.
    Thank you,
    Laura D.
    Social Media Moderator
    Sears Social Media Support

  • Sears's response · Sep 20, 2011

    Dear Ms. Mills,
    I saw your comment here and I wanted to reach out on behalf of Sears and apologize for all the trouble you have had with your air conditioner. Having your unit fail at the height of summer is frustrating enough without adding on the problems with the repairs and the poor customer service you have received. When we set up a service call, we anticipate that we can get the service tech to your home and the service completed within the time frame we give you. Waiting so long for service is not acceptable, but the delay is usually because a technician was held on service appointment that took longer than expected. We can’t ask a tech to leave a job partially done in order to make the next appointment. We wouldn’t do that to you or any of our customers. This is not an excuse for what happened to you, merely an explanation. I can see why you would be very frustrated with the missed service times and multiple repairs that have not fixed your air conditioner. Certainly you have not received the type of service from Sears that is expected and for that I am truly sorry. My name is Laura with Sears Cares and we are a team dedicated to assisting our customers with escalated concerns such as yours. I have forwarded your information and this post to our team and you will be contacted directly by a personal case manager within 24 hours to discuss your experience. If you would like to provide any additional information you can contact our office at [email protected] In the email, please reference your user name (Carol Mills) so that we can access your case and please do include your contact information. Again, we apologize for all the inconvenience and we look forward to speaking with you soon.
    Thank you,
    Laura D.
    Social Media Moderator
    Sears Social Media Support

  • Sears's response · Sep 22, 2011

    To cdalt,

    I came across your post and I wanted to reach out and apologize for the bad experience you've really had surrounding the repair of your refrigerator. I understand how important it is to have a working refrigerator and I'm so sorry for all the inconvenience and frustration this has caused for you and your family. My name is James and I’m part of the Sears Cares Escalations team. We do value you as a customer and would like to see how we can help with this unfortunate situation. At your convenience, please contact my office via email at [email protected] In the email, please provide a contact phone number and the phone number the repair was scheduled under (if different than the contact phone number) and we will call you directly. Also, in your email, please provide your screen name (cdalt) for reference to your issue, and we do look forward to talking to you soon.

    Thank you,
    James H.
    Social Media Moderator
    Sears Social Media Support

  • Sears's response · Sep 27, 2011

    To Agibass,

    I'm very sorry that your freezer failed so soon and that you are unhappy with the replacement model. We do value you as a customer and would like to see how we can help with this unfortunate situation. My name is James and I’m part of the Sears Cares Escalations team and we value you as a customer. At your convenience, please contact my office via email at [email protected] In the email, please provide a contact phone number and the phone number the freezer was purchased under (if different than the contact phone number) and we will call you directly. Also, in your email, please provide your screen name (Agibass) for reference to your issue, and we do look forward to talking to you soon.

    Thank you,
    James H.
    Social Media Moderator
    Sears Social Media Support

  • Sears's response · Oct 07, 2011

    Dear Ms. Gingerich,

    Regarding your earlier post today about the Hoover carpet shampooer. I mistakenly asked you to send us your contact information and I see that your post included your contact information. I will forward this information over to the Sears Cares team and ask that they contact you regarding the issues with the carpet shampooer you had problems with. A personal care case manager will be in touch with you within the next 24 hours. Thank you very much for being a Sears customer, we value your business very much and look forward to speaking with you soon.

    Thank you,

    Susan R.
    Social Media Moderator
    Sears Social Media Support

  • Sears's response · Oct 15, 2011

    To kimnea,

    I'm sorry for the bad experience that you had at our Oakland Mall location. I understand that you feel our associate ignored you and we would like the opportunity to make this right and help you with any other issues you may be having. My name is James and I’m part of the Sears Cares Escalations team and we value you as a customer. At your convenience, please contact my office via email at [email protected] In the email, please provide a contact phone number and we will call you directly. Also, in your email, please provide your screen name (kimnea) for reference to your issue, and we do look forward to talking to you soon.

    Thank you,
    James H.
    Social Media Moderator
    Sears Social Media Support

  • Sears's response · Oct 25, 2011

    To Ms. Waymire,

    I'm very sorry that you've had so many repair problems with your washer and for the lack of customer service you have received. The "No-lemon guarantee" with your Master Protection Agreement assures that your appliance will be replaced if it has had four functional part failures, where a functional part is replaced, within a 12 month period. We would be more than happy to discuss your situation with you further and to provide the quality customer service that you deserve. My name is James and I’m part of the Sears Cares Escalations team and we value you as a Sears customer. At your convenience, please contact my office via email at [email protected] In the email, please provide a contact phone number and the phone number the washer is listed under (if different than the contact phone number) and we will call you directly. Also, in your email, please provide your screen name (mamamona) for reference to your issue, and we do look forward to talking to you soon.

    Thank you,
    James H.
    Social Media Moderator
    Sears Social Media Support

  • Sears's response · Oct 27, 2011

    ellemaecurbless,

    I can certainly understand your frustration with having your oven break down multiple times. We'd like the opportunity to speak with you to help resolve your concerns. My name is Brian H. with Sears Cares and we can help. Please email your contact information to [email protected] and a dedicated case manager will contact you to assist. In your email, please be sure to include your screen name (ellemaecurbless) and the phone number you purchased the oven under so we can make reference to your case. Again, I apologize for the inconvenience and we hope to hear from you soon.

    Thank you,

    Brian H.
    Social Media Moderator
    Sears Social Media Support

  • Sears's response · Nov 09, 2011

    Dear Long Time Customer,

    My name is Robert and I am part of the Sears Social Media Escalations team. I am very concerned about what I have read here. I came across your post and I wanted to reach out and offer our assistance. I'm sorry we've not informed you the proper features of the stove. This is definitely not the type of experience our customers should encounter with us. Sears Social Media Escalations Team is a single point of contact for escalated concerns which means we step into a situation and handle it start to finish with one Case Manager.

    At your convenience, please contact our office via email at [email protected] so you don’t have to continue to be frustrated by this. In the email, please provide a contact phone number and the phone number the item was purchased under (if different than the contact phone number) and we will call you directly. Also, in your email, please provide the screen name (Long Time Customer) you used to post on this site, for reference to your issue, and we do look forward to talking to you soon.

    Thank you,


    Robert B.
    Social Media Moderator
    Sears Social Media Support

  • Sears's response · Feb 28, 2012

    Dear Ovilio Diaz and Neil Leal,

    My name is Brian and I am part of the Sears Social Media Escalations team. After reading your post, I have to say I am very concerned, and would like to offer my team's help in making this right. I apologize for any inconvenience that you may have experienced with the failure of your dryer, and setting up your repair appointment. Being without a dryer is tough enough these days, but given the nature of your job, a dryer is a must have. At your convenience, please contact our office via email at [email protected] so you don’t have to continue to be frustrated by this. In the email, please provide a contact phone number and the phone number the dryer was purchased under (if different than the contact phone number) and we will call you directly. Also, in your email, please provide the screen name Ovilio Diaz or Neil Leal you used to post on this site, for reference to your issue, and we do look forward to talking to you soon.

    Brian S.
    Social Media Moderator
    Sears Social Media Support

  • Sears's response · Mar 01, 2012

    Dear Dadiko,

    My name is Brian and I am part of the Sears Social Media Escalations team. After reading your post, I have to say I am very concerned, and would like to offer my team's help in making this right. We do understand how important your money is, and would like to apologize for the huge inconvenience this has caused you. We can help get you in touch with a supervisor with CitiBank if you'd like. At your convenience, please contact our office via email at [email protected] so you don’t have to continue to be frustrated by this. In the email, please provide a contact phone number, and we will call you directly. Also, in your email, please provide the screen name Dadiko you used to post on this site, for reference to your issue, and we do look forward to talking to you soon.

    Thank you,
    Brian S.
    Social Media Moderator
    Sears Social Media Support

  • Sears's response · Mar 22, 2012

    Hi Kialed,

    We're terribly sorry to learn that you recent Sears repair appointment was such an unpleasant and disappointing experience. My name is Scott and I'm with the Sears Executive Social Media Support Team. We came across your post here and wanted to make contact with you. No matter the platform, Sears' goal is always to exceed our customer's expectations. It's clear we have let you down. We'd like to follow up with you and address your concerns. At your convenience, please contact our office via email at [email protected] and a dedicated case manager will contact you directly. In the email, please provide a contact phone number and the phone number the oven was purchased under (if different than the contact phone number) and we will call you directly. Also, in your email, please provide your screen name (Kialed) you used to post on this site, for reference to your issue. We do look forward to speaking with you soon.

    Thank you,
    Scott J.
    Social Media Moderator
    Sears Social Media Support

  • Sears's response · Apr 19, 2012

    Dear Armonde,

    Please accept our sincerest apologies for the repair communication failures and your overall disappointment in the quality of the products you have purchased from us. Although we do make every effort to maintain our repair route schedules, problems and long repair calls can arise. With that being said, there is no excuse for the poor service you received on your multiple attempts to reach out to us for assistance. My name is Brian and I am part of the Sears Social Media Escalations team. After reading your post, I have to say I am very concerned, and would like to offer my team's help in making this right.

    At your convenience, please contact our office via email at [email protected] so you don’t have to continue to be frustrated by this. In the email, please provide a contact phone number and the phone number the appliances were purchased under (if different than the contact phone number) and we will call you directly. Also, in your email, please provide the screen name Armonde you used to post on this site, for reference to your issue, and we do look forward to talking to you soon.

    Thank you,
    Brian S.
    Social Media Moderator
    Sears Social Media Support

  • Sears's response · May 01, 2012

    Dear Frederick Ginyard,

    My name is Stephanie L. and I am with the Sears Social Media Escalations team. Please accept our apologies for the continued troubles surrounding the installation of your garage door opener. We do understand your time is valuable and the multiple reschedules due to the incorrect service technician being assigned to the far out scheduled date for the latest repair can cause frustrations. There is a schedule that our service technicians have to adhere to, however, we would like to contact you and go over the options we have to help you in this matter. At your convenience please contact our office via email at [email protected] and a dedicated case manager will contact you directly. In the email, please provide a contact phone number and the phone number the garage door opener was purchased under (if different than the contact phone number) and we will call you directly. Also, in your email, please provide your screen name Frederick Ginyard, you used to post on this site, for reference to your issue, and we do look forward to talking to you soon.

    Thank you,

    Stephanie L.
    Social Media Moderator
    Sears Social Media Support

  • Sears's response · Jun 19, 2012

    msommers, I am sorry to see that your repair needs are unresolved as of yet. I show that we have received your contact information and have forwarded it to one of our dedicated case managers, who will be contacting you by the end of business today. We look forward to meeting your repair needs for your dishwasher.

    Thank you,

    Mike D.
    Social Media Moderator
    Sears Social Media Support

  • Sears's response · Jul 10, 2012

    Hello Herrick,

    I saw your post today and wanted to touch base with you. My name is Mike and I am a member of the Sears Social Media Support team. I am truly sorry to see all of the trouble that has resulted from your rescheduled delivery. We realize how important it is for us to honor our commitments, and we do apologize that we fell short of that mark in this instance. I can understand your aggravation with this situation, as you were not only inconvenienced in regards to your food and your wife’s medicines, you were then disappointed in the experience you had on the telephone. If you would allow us the opportunity, we would like to connect you with a dedicated case manager to both discuss your experience as well as to monitor the delivery from this point forward to ensure that you receive your appliances. At your convenience, please contact our office via email at [email protected] so you don’t have to be upset by this any longer. In the email, please provide a contact number and the phone number the appliances were purchased under (if different than the contact phone number) and we will call you directly. In addition, please include your Screen name (Herrick) in the email for reference to your issue. Again, we’re sorry for any trouble we have caused and we hope to talk to you soon.

    Thank you,

    Mike D.
    Social Media Moderator
    Sears Social Media Support

  • Sears's response · Nov 06, 2012

    Dear susan zezzo,

    My name is Jay and I am part of the Social Media Support team at Sears and I am very concerned about what I have read here. We are truly sorry for the trouble you have encountered with your washing machine. We understand the importance that the washer plays in the family home and how frustrating this experience must be for you. We would like to look further into what has happened surrounding this unit and see what can be done to assist and to help minimize your concerns. At your convenience, please send us an email to [email protected] providing a contact phone number and the phone number that the washer was purchased under (if different than the contact phone number) and we will call you directly. Also, in your email please provide the screen name (susan zezzo) for reference to your issue and we do look forward to talking to you soon.

    Thank you,
    Jay C.
    Social Media Moderator
    Social Media Support Team.

  • Sears's response · Jan 07, 2013

    Dejavu62,

    I'm sorry for any inconvenience and frustration you’ve encountered with your delivery. My name is Brian H. and I’m with the Sears Cares Social Media Support team and we would like to help. We would like to have one of our dedicated case managers contact you in order to ensure proper resolution to your issue and an end to your frustration. At your convenience please contact our office via email at [email protected] so you don’t have to be upset by this any longer. In the email please provide a contact number and the phone number the refrigerator was purchased under (if different than the contact phone number) and we will call you directly. In addition, please include your screen name (Dejavu62) in the email so we can reference your post. Again, we’re sorry for any trouble we have caused and we hope to speak with you soon.

    Thank you,

    Brian H.
    Social Media Moderator
    Sears Social Media Support

  • Sears's response · Feb 07, 2013

    Dear marie b in denver,

    My name is Edwin and I work with the Sears Social Media Escalations team. We’re sorry to hear about the problems encountered while attempting to get a service repair appointment for your refrigerator as well as how it was handled, and for that were sorry. We’d be happy to assist. Please send the following information – contact #, screen name (mariebindenver), phone # used at time of purchase to [email protected]

    Thank you,
    Edwin C.
    Social Media Moderator
    Sears Social Media Support

  • Sears's response · Feb 21, 2013

    Dear Myrtha Trujillo,

    Please accept our apologies for the trouble you have encountered with your mattress and for any inconvenience with our customer service team. My name is Misty and I am with the Sears Cares team and we would like to offer our assistance with resolving this issue. At your convenience, please send the following information – contact #, screen name (Myrtha Trujillo), phone # used at time of purchase to [email protected] We look forward to speaking with you soon!

    Thank you,
    Misty H.
    Social Media Moderator
    Social Media Support Team

  • Sears's response · Mar 05, 2013

    Dear mezo,
    My name is Susan with Sears Social Media Support Escalations team. We are single point of contact for escalated issues which means that we handle issues start to finish with one dedicated case manager. I found your post here and wanted to reach out and offer our sincere apologies for the way your sockets were shipped. We understand how upsetting this is to you since you've had to pay more in shipping fees. We'd like to speak with and offer our assistance to see how we can turn this situation around. We value your business very much and want to make sure that everything thing that can be done to help you is being done. Please send the following information – contact #, screen name (mezo), phone # used at time of purchase to [email protected]

    Thank you,

    Susan R.
    Social Media Moderator
    Sears Social Media Support

  • Sears's response · May 08, 2013

    Dear Downside,

    We are sorry for the terrible experience you have had with your dishwasher installation. Sears prides itself on providing the highest quality products and service and we would like apologize for the fact that we’ve made you feel otherwise. We would like to connect you with a dedicated Senior Case Manager at our executive office who can research and assist you. Please send the following information – contact #, screen name (Downside) phone # used at time of purchase to [email protected]
    Thank you,

    Mario G.
    Social Media Moderator
    Sears Social Media Support

  • Sears's response · May 08, 2013

    Dear NotHappy55,

    We’re sorry for the troubles you’ve encountered with your refrigerator. My name is Edwin and I’m with the Sears Cares Social Media Support team. We would like to talk to you and have one of our dedicated case managers contact you in order to ensure proper resolution to your issue and put an end to your frustration. Please send the following information – contact #, screen name (NotHappy55) and the phone # used at time of purchase to [email protected] Again, we apologize and we hope to speak with you soon.
    Thank you,
    Edwin C.
    Social Media Moderator
    Sears Social Media Support

  • Sears's response · May 27, 2013

    Dear livetoride,

    We are terrible sorry for the disappointment surrounding the billing concern with the service that was performed on your refrigerator. We certainly understand the importance of saving money anywhere you can. My name is Misty with the Sears Cares team and we would like to speak with you about your recent service experience to see how we can help assist with this matter. Please send the following information – contact #, screen name (livetoride), phone # used at time of purchase to [email protected] and we’ll be in touch!

    Thank you,
    Misty H.
    Social Media Moderator
    Sears Social Media Support

  • Sears's response · May 29, 2013

    Nakia Baird,
    I am Liz and I am a member of the Sears Social Media Support Team. We are truly sorry for the frustration and confusion surrounding charges on your bank card from sears.com. We would like the opportunity to have one of our dedicated case managers look into this further. At your convenience please contact our office via email at [email protected] so you don’t have to be upset by this any longer. In the email please provide a contact phone number and the phone number the purchase is listed under (if different than the contact phone number) and we will call you directly. In addition, please include your screen name (Nakia Baird) in the email for reference to your issue. Again, we’re sorry for any trouble we have caused and we hope to talk to you soon.

    Thank you,
    Liz R.
    Social Media Moderator
    Sears Social Media Support

  • Sears's response · Jun 06, 2013

    LL51,

    Hi, my name is Brian with the Sears Cares team. I was able to locate your post and I'm sorry to hear that you've had such a bad experience in attempting to get your dryer repaired. I can understand how we missed your expectations with anticipating a technician to arrive only to be told later that the appointment had been cancelled. While there are things like weather or illness that are out of our control and can cause a technician to be late or cancel, we'd still like to make sure your repair is finished as soon as possible and to your complete satisfaction. Please send the following information – contact #, screen name (LL51) and the phone # used at time of purchase to [email protected] Again, we apologize for any inconvenience this has caused and we look forward to speaking with you soon.

    Thank you,

    Brian H.
    Social Media Moderator
    Sears Social Media Support

  • Sears's response · Jun 07, 2013

    Dear ML Rosbach,
    My name is Liz and I am a member of the Sears Social Media Support team. I saw your comment and want to offer some assistance. We are very sorry to see that you having such a disappointing experience with your microwave. It is frustrating enough to encounter any trouble with installation, much less to receive poor customer service while trying to obtain a timely resolution. We would very much like to connect you with a dedicated case manager to further discuss your situation and ensure that your return needs are met to your satisfaction. At your convenience, please contact our office via email at [email protected] so you don’t have to be upset by this any longer. In the email, please provide a contact number and the phone number the microwave is listed under (if different than the contact phone number) and we will call you directly. In addition, please include your Screen name (ML Rosbach) in the email for reference to your issue. Again, we’re sorry for any trouble we have caused and we hope to talk to you soon.
    Thank you,
    Liz R.
    Social Media Moderator
    Sears Social Media Support

  • Sears's response · Jul 25, 2013

    Dear smartwork,

    My name is Dee M. with Sears Cares and we want to speak to you about the experience you wrote about. We will be happy to get you in touch with the appropriate parties regarding the Sears card you mentioned in your posting as we value your business. We sincerely apologize for the inconvenience you are currently going through and we are here to help. Please send the following information – contact #, screen name (smartwork), phone # used at time of purchase to [email protected] We look forward to speaking to you soon.

    Thank you,

    Dee M
    Social Media Moderator
    Sears Social Media Support

  • Sears's response · Jul 30, 2013

    Dear The Owl,
    We are terribly sorry for the trouble you’ve been having with you online order. We would like the opportunity to discuss this with you and assist in resolving your situation with your refund and addressing any other concerns you may have. At your convenience, please contact my office via email at [email protected] so we can help. In the email, please provide a contact phone number and the phone number the order was purchased under (if different than the contact phone number) and we will call you directly. Also, in your email, please provide the screen name (The Owl) you used to post on this site, for reference to your issue, and we do look forward to talking to you soon.

    David W.
    Social Media Moderator
    Sears Social Media Support

  • Sears's response · Jul 30, 2013

    Dear reggie b,
    We are sorry to hear about the service issues you experienced while trying to get your mower repaired. I know this can be frustrating, especially now since we are in the growing season. We would like the chance to discuss this with you and assist in any way we can. At your convenience, please contact my office via email at [email protected] so we can help. In the email, please provide a contact phone number and the phone number the mower was purchased under (if different than the contact phone number) and we will call you directly. Also, in your email, please provide the screen name (reggie b) you used to post on this site, for reference to your issue, and we do look forward to talking to you soon.

    David W.
    Social Media Moderator
    Sears Social Media Support

  • Sears's response · Aug 28, 2013

    Dear Zigsgals,

    My name is Liz and I am a member of the Sears Cares Escalation Team. We saw your comment and wanted to reach out to you to offer our assistance. We are terribly sorry for the frustrations you have endured with your dishwasher. We would like to connect you with a dedicated case manager that can assist you in resolving this situation to your satisfaction. At your earliest convenience please send the following information – contact #, phone # used at time of purchase, and screen name that I have assigned to reference your post (zigsgals), to [email protected] Again, we apologize for any troubles we have caused and we look forward to speaking with you.

    Thank you,

    Liz R.
    Social Media Moderator
    Sears Social Media Support

  • Sears's response · Sep 14, 2013

    Jameson Lukasik,

    We're truly sorry for the frustration and confusion over your Sears account. My name is David with our Sears Social Media Support Team. If you’d like our assistance, we would be happy to help get you in touch with a supervisor with Citibank, who handles all of Sears’ credit and financial matters. Please send us an email containing your preferred contact information, including the phone number used at the time of purchase, to [email protected] Please include your screen name (Jameson Lukasik), so we may expedite your request, and we look forward to assisting you.

    David W.
    Social Media Moderator
    Sears Social Media Support

  • Sears's response · Nov 14, 2013

    loggon,
    We apologize for the trouble you’ve experienced with your range. My name is David with our Sears Social Media Support team. I can understand your frustration with this situation and wanted to reach out to you. If you would like, we would be happy to have a case manager contact you directly to discuss this issue with you and assist in addressing your concerns. At your convenience, please contact my office via email at [email protected] In the email, please provide a contact phone number and the phone number the range was purchased under (if different than the contact phone number) and we will call you directly. Also, in your email, please provide the screen name (loggon) you used to post on this site, for reference to your issue. We look forward to speaking with you soon.

    Thank you,
    David W.
    MySears Community Moderator

  • Sears's response · Jan 30, 2014

    Hi Debi adams,


    We appreciate your feedback concerning your experience with your Kenmore Oasis washer and dryer which failed to meet your expectations. While we are happy to know you have replaced the items with GE products we are concerned about your overall experience. Sears is a retailer of products that are made by manufacturing companies. If a product should fail to meet our member’s expectations we will do all within our power to make the matter right according to the manufacturer’s warranty and/or protection agreement guidelines. My name is Brian and I am a member of the Sears Social Media Support team. After reading your post I am taking this time to offer our assistance. If you would like to discuss this matter further or provide further feedback we would be happy to hear from you. Please send the following information – contact #, the name and phone # used at time of purchase, as well as the screen name to reference your post (Debi adams), to [email protected] and a case manager will contact you directly. Thank you for the product feedback. We look forward to speaking with you soon.


    Thank you,

    Brian R.
    Social Media Moderator
    Sears Social Media Support

  • Sears's response · Mar 19, 2014

    Dear mark van vlack,
    Thank you for posting this feedback with your refrigerator. Sears strives to provide top quality services to all its members and judging from the multiple services visits it’s clear to see why you’d be dissatisfied. My name is Isaac and I’m a moderator for the Sears Social Media Support team. I am reaching out to you and offering our assistance with this refrigerator issue. Please send the following information – contact #, screen name (mark van vlack ), and the phone # used at time of purchase to [email protected]
    Thank you,
    Isaac D.
    Social Media Moderator
    Social Media Support Team

  • Sears's response · Feb 27, 2015

    Hi Joseph,

    We are very upset to see you are having some trouble with your water heater. Have you had a technician out to ### the issue? Please send us a private message with the full name, mailing address and phone number so we can verify the account for review.

    Thank you,
    Sears Member Service

  • Sears's response · Jun 03, 2016

    Dear Amanello,

    We are sorry to hear about the problems that you experienced with our store and online. Here at Sears we do value you as a customer and would like the chance to look into this for you. My name is Shayne and I work for the Sears Cares Escalations Team and we are here for assistance. At your convenience please contact my office via email at [email protected] so that we can look into your online purchase for you. Please provide us a contact number and we will call you at your convenience. In addition, include your screen name (Amanello) in the email so we can reference to your case.

    Thank you,

    Shayne W.
    Senior Case Manager
    Sears Cares

  • Sears's response · Jun 03, 2016

    Dear Ian TR,


    I'd like to apologize for the trouble and inconvenience caused by the continuous problems you've endured with your A/C unit purchased at Sears. I know how uncomfortable and stressful being without air conditioning can be. I'm sure the same problems reoccurring on the unit made these feelings much worse. With most warranties (and even units without warranties), it's less expensive to repair the unit than to replace it; thus Sears would move forward with repairs. I feel terrible that you alternatively were forced to go elsewhere to purchase a new unit while your Sears unit was still out of service. We'd still like to try and assist you to a resolution. I'm Scott with Sears Cares Escalations. At your convenience please contact my office via email at [email protected] so that we can assist with resolving this issue. Please provide us a contact number and the phone number the air conditioning unit was purchased under and we will call you at your convenience. In addition, include your screen name (Ian TR) in the email so we can reference to your case.

    Thank you,

    Scott J.
    Sears Cares

  • Sears's response · Jun 03, 2016

    Dear Shaked,

    My name is Amanda with Sears Cares Escalations Team. I apologize that the order you placed was cancelled without notice to you or your approval to do so. We would like to speak with you further in regards to this matter. If you could, please send an email [email protected] Also, in the email please provide your screen name (Shaked) so we are able to reference your case to this posting. Once your email is received we will assign your case to a senior case manager and contact you directly. We hope to hear from you soon!

    Thank you,

    Amanda H.
    Senior Case Manager
    Sears Cares

  • Sears's response · Jun 03, 2016

    Dear Searssux,

    My name is Brian and I am part of the Sears Social Media Escalations team. After reading your post, I have to say I am very concerned, and would like to offer my team's help in making this right. We're indeed sorry to hear your washer is causing some trouble, and has let you down. It's definitely not easy being without a washer now days. At your convenience, please contact my office via email at [email protected] so we can help. In the email, please provide a contact phone number and the phone number the front load washer was purchased under (if different than the contact phone number) and we will call you directly. Also, in your email, please provide the screen name Searssux you used to post on this site, for reference to your issue, and we do look forward to talking to you soon.

    Thank you,
    Brian S.
    Senior Case Manager
    Sears Social Media Support

  • Sears's response · Jun 08, 2016

    Dear k4llc2,


    My name is Scott and I'm part of the Sears Social Media Support Team. I came across your post here and wanted to offer assistance. I'm so sorry to hear of the trouble and run around you have endured after the purchase and subsequent cancellation of your boot order. I know it is incredibly frustrating to face this much trouble when just trying to receive a refund. Sears has always stood for the highest levels of service and satisfaction and I know we have deeply disappointed you. We'd like to help. At your convenience please contact my office via email at [email protected] so that we can assist with resolving this issue. Please provide us a contact number and we will call you at your convenience. In addition, include your screen name (k4llc2) in the email so we can reference to your case.


    Thank you,

    Scott J.
    Social Media Support Team

  • Sears's response · Jun 08, 2016

    To Raymond Stehlik,
    My name is Brian and I am part of the Sears Cares escalations team. I’m very sorry to hear about this issue with the range in your home. You should not be having ongoing issues with the door. I am very concerned about this and we would like to look into this issue further to see what kind of solution we can provide. At your convenience, please contact my office via email at [email protected] and we will be happy to help in any way we can. In the email, please provide a contact phone number and the phone number the range is listed under (if different than the contact phone number) and we will call you directly. Also, please provide the screen name (Raymond Stehlik) used to post here for reference to this issue, and we do look forward to talking to you soon.

    Thank you,
    Brian J.
    Senior Case Manager
    Sears Cares

  • Sears's response · Jun 08, 2016

    Dear Rebecca Johnston,

    First allow me to apologize for the delay in responding to your post. What you’ve posted here is not acceptable by any Sears standards and we would like to investigate this as well as resolve the issues. I am sorry that we have put you in such a frustrating situation and we would like the opportunity to make things right.
    My name is Misty with Sears Cares and I would like to help. At your convenience, please contact my office via email at [email protected] so you don’t have to continue to be frustrated by this. In the email, please provide a contact phone number and the phone number the washer and dryer was originally purchased under (if different than the contact phone number) and we’ll call you directly. Also, in your email, please provide the screen name (Beckyjohnston) listed on your site, for reference to your issue, and we do look forward to talking to you soon.


    Thank you,

    Misty H.
    Social Media Moderator
    Sears Social Media Support

  • Sears's response · Jun 08, 2016

    To El Honey Badger,

    I am very sorry to hear of the horrible service that you've received surrounding the failed delivery of your washer and dryer. I'm not sure why our delivery team was unable to back their truck up onto wet pavement unless it was new freshly poured pavement. Regardless, you certainly deserve better service than what you have received and I'm sorry for the inconvenience and frustration that this has caused. My name is James and I’m part of the Sears Cares Escalations team. We do value you as a customer and would like to see how we can help with this unfortunate situation. At your convenience, please contact my office via email at [email protected] In the email, please provide a contact phone number and the phone number the delivery was scheduled under (if different than the contact phone number) and we will call you directly. Also, in your email, please provide your screen name (El Honey Badger) for reference to your issue, and we do look forward to talking to you soon.

    Thank you,
    James H.
    Social Media Moderator
    Sears Social Media Support

  • Sears's response · Jun 08, 2016

    To Stoklplme,
    First allow me to apologize for the unforgivable time frame to find this post. The information you were given is a tad bit inaccurate. It is true that appliances are not made to last the 15-20 years they used to, but this is due to consumer demand for a cheaper appliance. The appliances of old were made heave and even super duty and it reflected in the cost of those appliances. As cost comes down, so must the lifecycle due to cheaper parts and designs. This is across the board for any manufacturer. As a seller for the manufacturer we must have the most cost effective to performance ratio units for sale. We obviously hate to see things fail, and they should last for more than 5 years. Anything that is manufactured has a possibility of failure, no matter what it is. This being said, if we can help, we would most certainly like to talk with you. My name is Brian and I am part of the Sears Cares Escalations team. At your convenience, please contact my office via email at [email protected] so you don’t have to continue to be frustrated by this situation. In the email, please provide a contact phone number and the phone number the refrigerator was purchased under (if different than the contact phone number) and we will call you directly. Also, in your email, please provide the screen name (Stoklplme) you used to post on this site, for reference to your issue, and we do look forward to talking to you soon.

    Thank you,
    Brian J.
    Senior Case Manager
    Sears Cares

  • Sears's response · Jun 08, 2016

    michellemflores

    I’m sorry to hear about our delivery team not calling or showing up on the day of the delivery of your new refrigerator. My name is Shayne W. and I am part of the Sears Cares escalations team. At your convenience, please contact our office via email at [email protected] so that we can look into the delivery for you. In the email, please provide a contact phone number the number that the refrigerator was purchased under and we will call you directly. Also, please provide the screen names (michellemflores) used to post here for reference to the issue.

    Thank you,

    Shayne W.
    Senior Case Manager

  • Sears's response · Jun 08, 2016

    To CLS1978,

    I came across your blog and I wanted to reach out and apologize for the frustration and inconvenience caused by your new over the range microwave. I understand your dissatisfaction after dealing with so many repair visits and even property damage. My name is James and I’m part of the Sears Cares Escalations team. We value you as a customer and would appreciate the opportunity to discuss this issue with you further and restore your faith in Sears. At your convenience, please contact my office via email at [email protected] In the email, please provide a contact phone number and the phone number the OTR Microwave was purchased under (if different than the contact phone number) and we will call you directly. Also, in your email, please provide your screen name (CLS1978) for reference to your issue, and we do look forward to talking to you soon.

    Thank you,
    James H.
    Social Media Moderator
    Sears Social Media Support

  • Sears's response · Jun 08, 2016

    To david Myers,

    I'm sorry that you feel that your mother was pressured into buying a service contract for her washer. We'd be happy to discuss this issue with you. My name is James and I am part of the Social Media Support Escalations team at Sears and we value you as a Sears customer. At your convenience, please contact our office at [email protected] Please send us an email providing a contact phone number and the phone number the service was scheduled under (if different than the contact phone number) and we will call you directly. Also, in your email please provide the screen name (david Myers) for reference to your issue and we do look forward to talking to you soon.

    Thank you,
    James H.
    Social Media Moderator
    Sears Social Media Support

  • Sears's response · Jun 08, 2016

    HI Owiler,

    My name is Scott and I'm part of the Sears Cares Social Media Support Team. We located your post here and wanted to reach out and make contact with you. Please accept our sincere apologies for all the trouble and inconvenience you've encountered with your refrigerator repair. Being without a fully functional refrigerator is never easy, nor are multiple repair appointments. We'd like to speak with you regarding this and look into what's happened with your refrigerator so far.

    At your convenience, please contact our office via email at [email protected] and a dedicated case manager will contact you directly. In the email, please provide a contact phone number and the phone number the refrigerator was purchased under (if different than the contact phone number). Also, in your email, please provide your screen name (Owiler) you used to post on this site, for reference to your issue. We do look forward to speaking with you soon.

    Thank you,
    Scott J.
    Sears Cares Social Media Moderator

  • Sears's response · Jun 08, 2016

    To Diamondgurl320,
    My name is Brian and I’m part of the Sears Cares Escalations team. I am very sorry that you’re having this experience with our repair services. I must apologize that we have been unable to acquire the part(s) to fix your (sewing?) machine. My biggest concern is that you had to go through so much anguish just to get an answer. When there are no parts available, we aren’t able to fix the item, but you most definitely should have been notified of this without all the hassle. This is unacceptable by any Sears standard. We are still the Sears you know and we would like to talk with you about this situation. Since you’ve posted your information here I am going to assign this to one of our Case Managers who will contact you so you don’t have to continue to be frustrated by this. You can also contact my office via email at [email protected] In the email, please provide your contact phone number and the phone number the machine was purchased/serviced under (if different than the contact phone number) and we will call you directly. Also, in your email, please provide the screen name (Diamondgurl320) used to post on this site, for reference to your issue, and we do look forward to talking to you soon.
    Thank you,
    Brian J.
    Senior Case Manager
    Sears Cares

    P.S. You may want to contact this site’s administrator and have them remove this post, or at the very least modify it to remove your personal information. It is not safe to post your information publicly.

  • Sears's response · Jun 08, 2016

    To Diamondgurl320,
    Thank you for giving us the opportunity to assist with your concern, I’m glad we could connect and be of assistance for you. We do value your business and appreciate you giving us the opportunity to resolve this issue to your satisfaction. If you need any additional assistance from Sears in the future, please do not hesitate to reach out to the SearsCares team at [email protected]

    Thank you,
    Brian J.
    Senior Case Manager
    Sears Cares

  • Sears's response · Jun 08, 2016

    To chris yoo,

    I am so sorry that this happened in one of our automotive centers and for the trouble you faced when trying to make a formal complaint. My name is James and I am part of the Social Media Support Escalations team at Sears and we would like the opportunity turn this around and make sure that you are treated fairly. We do value you as a Sears customer and we can get you the help that you deserve. At your convenience, please contact our office at [email protected] Please send us an email providing a contact phone number and the phone number the service was scheduled under (if different than the contact phone number) and we will call you directly. Also, in your email please provide the screen name (chris yoo) for reference to your issue and we do look forward to talking to you soon.

    Thank you,
    James H.
    Social Media Moderator
    Sears Social Media Support

  • Sears's response · Jun 08, 2016

    Good morning Angelah1012,

    My name is Mike and I am a member of the Sears Social Media Support team. I saw your post this morning and wanted to touch base with you. I am very sorry to see that you are having such trouble having your refrigerator serviced. I understand how important it is to have your refrigerator functioning properly as it stores your food, your drinks, and your medicines. If you would allow me the opportunity, I would like to connect you with a dedicated case manager to monitor the repair process and ensure that your refrigerator is running as it should.

    At your convenience, please contact our office via email at [email protected] so you don’t have to be upset by this any longer. In the email, please provide a contact number and the phone number the refrigerator was purchased under (if different than the contact phone number) and we will call you directly. In addition, please include your Screen name (Angelah1012) in the email for reference to your issue. Again, we’re sorry for any trouble we have caused and we hope to talk to you soon.

    Thank you,

    Mike D.
    Social Media Moderator
    Sears Social Media Support

  • Sears's response · Jun 08, 2016

    To caromell,

    I'm reaching out to you to offer assistance and extend an apology. I'm terribly sorry for your disappointing and frustrating experience. My name is Dianne and I am part of the Social Media Support Team. We would like the opportunity to investigate this matter. We would like to help. We are a single point of contact for escalated concerns which means we step into a situation and handle it start to finish with one Case Manager. At your convenience, please contact our office at [email protected] so you (and others) don’t have to continue to be impacted by this. At your convenience, please send us an email. In the email, please provide a contact phone number and the phone number the item(s) were purchased under (if different than the contact phone number) and we will call you directly. Also, in your email please provide the screen name (caromell) for reference to your issue and we do look forward to talking to you soon.

    Thank you,
    Dianne D.
    Social Media Support Team

  • Sears's response · Jun 08, 2016

    To colin2,

    I understand your frustration and even tho it seems like policy was followed in your situation, I'm not confident that you received the best customer service/assistance that we should have provided. For that I do apologize and want to help. My name is James and I am part of the Social Media Support Escalations team at Sears. At your convenience, please contact our office at [email protected] Please send us an email providing a contact phone number and the phone number the element was purchased under (if different than the contact phone number) and we will call you directly. Also, in your email please provide the screen name (colin2) for reference to your issue and we do look forward to talking to you soon.

    Thank you,
    James H.
    Social Media Moderator
    Sears Social Media Support

  • Sears's response · Jun 08, 2016

    Dear Upset From Toronto:

    My name is Susan with the Sears Cares Team and I am sorry to hear about the issues that occured with the delivery of your table set. We would like to assist you in resolving this matter. We are a single point of contact for escalated concerns which means we step into a situation and handle it start to finish with one Case Manager. At your convenience, please contact our office at [email protected] so you (and others) don’t have to continue to be impacted by this. At your convenience, please send us an email. In the email, please provide a contact phone number and the phone number the items was purchased under (if different than the contact phone number) and we will call you directly. Also, in your email please provide the screen name (Upset From Toronto) for reference to your issue and we do look forward to talking to you soon.

    Thanks,

    Susan R.
    Social Media Moderator
    Sears Social Media Support

  • Sears's response · Jun 10, 2016

    To ddenvy,

    My name is Shayne with Sears Escalations and I am very sorry that you have had such a bad experience with the return of your Armoire at your local store. We should have at least honored the instore credit that was originally offered to you. We would like the chance to look into this for you and see what we can do to help. At your convenience, please contact our office via email at [email protected] . In your email provide a good contact number and your screen name (ddenvy) so we can reference your case. We do look forward to talking to you soon.

    Thank you,

    Shayne W.
    Senior Case Manager
    Sears Cares

  • Sears's response · Jun 17, 2016

    Dear Cwilson.punisher,

    My name is Brian and I am part of the Sears Social Media Escalations team. We are truly sorry to learn of the multiple setbacks your family has encountered with your refrigerator delivery. We totally agree when mistakes happen, it is our chance to step up, and make it right for you, the customer. We would like to speak with you more about this situation, and ensure that the remainder of your experience goes as smoothly as possible. Please send the following information – contact #, screen name (Cwilson.punisher), phone # used at time of purchase to [email protected] We do look forward to speaking with you soon!

    Thank you,
    Brian S.
    Social Media Moderator
    Sears Social Media Support

  • Sears's response · Jun 17, 2016

    Dear Fisherrp,

    Hello, my name is Trent and I'm with the Sears Cares Team. I am sorry to hear of the troubles you and your parents have encountered with the repairs to your furnace. We can certainly understand the need to resolve your concern as soon as possible, especially since you have your elderly parents to consider. We would like the opportunity to discuss this matter with you and be your one point of contact within Sears to ensure that we resolve your concerns in a satisfactory manner. Please send the following information – contact #, phone # used at time of purchase, and screen name that I have assigned to reference your post (Fisherrp), to [email protected]

    Thank you,

    Trent A.
    Social Media Moderator
    Sears Social Media Support

  • Sears's response · Aug 02, 2016

    dougnsalem,
    Please accept our apologies for the level of customer service you have received from one of our Auto Centers. My name is Liz and I am a member of the Sears Social Media Support team. I saw your post and wanted to offer our assistance. I can see how frustrating to purchase new tires and one of the tires needed to be replaced. We would like to contact you and further discuss your recent experience. At your convenience please contact our office via email at [email protected] so you don’t have to be upset by this any longer. In the email please provide a contact phone number and the phone number the tires were purchased under (if different than the contact phone number) and we will call you directly. In addition, please include your screen name (dougnsalem) in the email for reference to your issue. Again, we’re sorry for any trouble we have caused and we hope to talk to you soon.

    Thank you,
    Liz R.
    Social Media Moderator
    Sears Social Media Support

  • Sears's response · Aug 12, 2016

    Cwmartin,
    We’re sorry that our Home Services did not meet your expectations. My name is David with our Sears Social Media Support team. We would be happy to connect you with a case manager to discuss this situation with you and help address any other concerns you may have. At your convenience, please contact my office via email at [email protected] In the email, please provide a contact phone number and we will call you directly. Also, in your email, please provide the screen name (Cwmartin) you used to post on this site, for reference to your issue. We look forward to talking to you soon.


    David W.
    Social Media Moderator
    Sears Social Media Support

  • Sears's response · Aug 16, 2016

    Dear RMC8,

    I am sorry to hear about the unsatisfactory service you have received from Sears repair. I can assure you the service you have received is not acceptable at Sears and we would appreciate the opportunity to further discuss this with you. My name is David and I work for the Sears Cares executive team and we are here for assistance. Please contact my office via email at [email protected] so we can assist you in resolving this issue. Please provide us a contact number and the phone number the range was purchased under and we will call you at your convenience. In addition please include your screen name (RMC8) in your email so we can reference to your posting.

    Thank you,

    David V.
    Senior Case Manager
    Sears Cares

  • Sears's response · Aug 16, 2016

    Dear blulincs,

    We're truly very sorry that you’ve had these problems with your A/C unit. We know that being without a working a/c unit in the home is big inconvenience. We would like to speak with you about this experience and provide the proper feed back to our business partners in the service center, As the seller of these appliances on the behalf of the manufacturer we provide the service for any appliance we sell. We also hope that the item will not fail, because they have our name attached to them, but anything that is manufactured has the possibility of failure, be it a A/C unit or anything else. All this being said we do value you as a customer and would like to see how we can help with this unfortunate situation. At your convenience, please contact our office via email at [email protected] so you don’t have to continue to be frustrated by this. In the email, please provide a contact phone number and the phone number the A/C unit was purchased under (if different than the contact phone number) and we will call you directly. Also, in your email, please provide the screen name (blulincs) you used to post on this site, for reference to your issue, and we do look forward to talking to you soon.

    Thank you,

    Robert B.
    Social Media Moderator
    Sears Social Media Support

  • Be
    Betty Sep 01, 2006
    This comment was posted by
    a verified customer
    Verified customer

    I bought a sears kemore washer on 10-7-04. I have had three repairmen out here and i had to call again and he is coming Monday. I have asked for a new washer and i don't get any response. I got a lemon! I will never buy another thing from Sears, and i will never buy another kenmore washer.

    Sincerely,
    Betty from illinois

    0 Votes
  • Bo
    Bob McVea Mar 18, 2007
    This comment was posted by
    a verified customer
    Verified customer

    I was not very happy when my new, Kenmore Elite double oven was not working. I called Sears Repair service who scheduled an appointment within a week. When they came out, they said that the reason my top oven wasn't working was a faulty board that they had to order. Two weeks later when the board arrived, another appointment was made. The second (different) service guy came and said that it was not the problem but a thermocouple was the issue. He then ordered that part. Two weeks later, the next service guy called to tell me that I must hire an electrician to remove the power cord so that he could pull the oven out far enough to install the part. I had thought that if a repair was to be made, the service guy (within reason) was supposed to make those arrangements. The service guy then refused to do the repair until I hired an electrician. He said that this wasn't his job to do that kind of work. I ended up going to the main store in my area where I purchased the unit and talking with the manager. He ended up giving me a new oven! I was very happy with that, but after spending over $2000, I shouldn't have had all those issues with the service people.

    0 Votes
  • Ti
    Timothy Cavanaugh Apr 02, 2007
    This comment was posted by
    a verified customer
    Verified customer

    We wanted to buy the appliances for our new home in town to support local business. We spent $12000.00 on all appliances. We talked with Sears local store and decided to stay local. After 15 months, the Amana Refrigerator compressor stopped working. There was a one year warranty one the refrigerator with 5 years on the compressor. A fridge is a insulated box with a compressor and cooling fins. There is very little that can go wrong with a fridge. We scheduled an appointment. The service guy comes to house and takes the fridge apart, says it’s “the compressor”. He puts the fridge back together and leaves one screw out on the counter. He says he’ll need to order the parts and come back next week. The parts arrive in two days. We need to wait another 4 days for the appointment.

    Appointment day arrives. We receive a call from Sears saying they can’t come in the morning because it’s a compressor repair, they have to come in the afternoon. The afternoon arrives and we receive a call from Sears saying they don’t have anyone that can work on compressors, so it will now have to be 4 more days before we have a refrigerator. I call and talked to a “supervisor”, Dorothy at Sears repair. I told her this was unacceptable and asked to talk with her boss. She said she could transfer me to “customer service”. The phone rang about a dozen times and disconnected. It is very frustrating trying to talk to anyone at Sears. They have a phone tree that will not allow you to get any where without being on hold for 10 to 15 minutes.

    After this discussion with Sears repair, I sold all the shares of Sears’s stock that we own. Any business run like this should be out of business.

    0 Votes
  • Al
    Almeras May 03, 2007
    This comment was posted by
    a verified customer
    Verified customer

    How old is this machine and how long was the warranty?

    -1 Votes
  • El
    Ellen Roessler May 14, 2007
    This comment was posted by
    a verified customer
    Verified customer

    I read the complaint from the gentleman who bought several appliances from sears. I was warned by friends and family that sears really was bad at getting the order right the delivery right etc. I have been living overseas with my husband who is serving the USNavy in Spain and I bought a new home and wanted to get things together before my family arrived back in the states. My experience with sears was horrible, they where rude in the store, delivered the wrong merchandise twice and on the third try delivered damaged merchandise.

    I have yet to be compensated for the total lack of customer service and no one and I mean no one says they are sorry for the mess sears has made. I have tried calling and get the run around constantly. I have tried getting the phone # for Edward Lampert the #61 on the US's richest men but he apparently with his entire board and upper mangers don't talk on the phone (this information I received from Shirley at Corporate HG. She told me they have done all the talking on the phone for the day they where going to do.

    All I want is for someone to acknowledge the problem, resolve it and tell me that they will compensate me for all my time and inconvenience. Apparently Sears Upper Mangers, and Boards think the rest of us in the US don't work or our time is less valuable then theirs, because I know they surely wouldn't tolerate the kind of customer service I have received from Sears

    I will not be purchasing anymore items for my home from Sears and I recommend to all other to do the same. Boycott SEARS until they start having more respect for the loyal customers and begin to make management more accountable for those errors.

    Sears Board members and Mr. Lampert, perhaps you better start taking these issues and problems more seriously. My recent visit to sears indicated you have very little business to begin with, you really can't afford to lose more customers, Or maybe you don't give a darn, Sears goes belly up the only people who suffer are you employees, that I am sure are underpaid and overworked. Management might think about spending more time working with customers and employees alike so they actually know where the problems are in the store.

    0 Votes
  • Lo
    Lori E. Miller Jun 28, 2007
    This comment was posted by
    a verified customer
    Verified customer

    After spending a lot of money ( $1,000) on a new refrigerator only 3 years ago, it has gone out. I called when it quit cooling, Friday, June 22nd, to schedule service with Sears (where I purchased an extended warranty) and they could not service it for and entire week. The first available (June 29th) Needless to say, I have lost all of my food and have been living out of a cooler for a week! I cannot believe that a company as large as Sears does not have anybody to service a refrigerator for 7 days! I had 2 other qualified refrigeration companies that could have serviced my fridge on Monday but they could not touch the thing because my warranty is with Sears! I will no longer purchase any warranty through Sears. It will be through the company of the actual appliance!

    -1 Votes
  • To
    Tonya Waldroop Jul 25, 2007
    This comment was posted by
    a verified customer
    Verified customer

    My Kenmore Elite H3 is staining my white and light colored clothes. I have had the machines for 5 or 6 years and have had no problem until recently. I got on the internet and found this is a common occurrence with this product. What should I do? These are expensive machines and I don't think I should have to purchase new ones. What course of action should I take? Will Sears make good on this or not? I have contacted them as well as Consumer Reports. I have not heard anything from them as of now.

    Tonya Waldroop

    0 Votes
  • Li
    Lindsey McClain Sep 05, 2007
    This comment was posted by
    a verified customer
    Verified customer

    I ordered a washer and dryer from sears about two weeks ago and still i am sitting here w/only a washer... the first problem they had was they said that the dryer got banged up so they were getting another one this was on a tuesday they said it would be the next tuesday before we got a new one. Well the next tuesday rolls around and they told us it would be friday before they could get it over here. I'm just SO sick and tired of Sears and this is the first appliances i ever got from there it'll also be the last!!!

    0 Votes
  • Ed
    Edward Sep 10, 2007
    This comment was posted by
    a verified customer
    Verified customer

    For the second time, attempting to place orders from the Sears.com website, I've waited up to 4 days to find out that the product is not available. All the while, the sears website says that the product is available and ready to be delivered. The website gives you the opportunity to check for availability for a specific zipcode, it does the check, and tells me that the product is available. I emailed the sears.com website administrator, and was told that they have no way of checking specific stores. Why then have the function available, all the while constantly creating confusion and frustration for would-be customers? It's extremely deceitful and makes for very bad experiences with this company. I do not recommend attempting to place orders from their website!

    -1 Votes
  • Be
    Betty Klimkowski Sep 14, 2007
    This comment was posted by
    a verified customer
    Verified customer

    I bought 4 gasmatic shocks for my vehicle, we installed them ourselves, 3 were good and one leaked. I took this shock back within the warranty agreement, which is 5 years or 60,000 miles, the shock was only on the vehicle for 3 months. I was told they did not have any in stock, the manager called all the Sears stores and no one had them in stock. He said he would order one which would take about 5 to 7 days, how could we drive this car with 3 shocks. When I asked if he could upgrade to the next level up, he told me no with an attitude, he also told me I live in Brunswick, so go to Autozone and buy 4 shocks and bring ours back. I was shocked to hear a manager talk to a customer in this tone. The manager of the Westfield Mall in Strongsville Ohio, his name was Rick, he would not give me his last name.

    I really thought Sears would like to satisfy there customers,, guess not. We will not shop there again.

    1 Votes
  • Vi
    Vickie M Seibert Sep 15, 2007
    This comment was posted by
    a verified customer
    Verified customer

    I purchased a Stove on 08/31/2007 at Sears.com. I received all of the appropriate E-mails that assured me my Order was processed, scheduled for delivery and installation. From that point on, it has been a nightmare. My delivery was rescheduled three different times and installation was scheduled with a contractor in Oahu Hawaii. Mind you, I live in Everett Wash. Each time I received a new delivery date I replied to the installation confirmation E-mail to let installation know the date had changed just so nothing would slip through the cracks. I received no reply, so I called customer care. They said they could not answer any questions regarding installation and gave me a number to call. I called the number and it was no longer in service. I found a number on the E-mail I received from installation and they said , "Sorry, we can't help you and they gave me the customer care number. Finally, I got someone to tell me in customer care that Sears is scheduled to do the installation and everything is fine , don't worry and she issued me a 50.00 credit, which I have yet to receive. I also received an E-mail that I would receive a 25.00 gift certificate after the first delay and haven't. My stove was finally delivered, but no installation was scheduled. Really, at this point they don't need to care and they don't. They have my money. I spent hours waiting in phones ques now and talking with different representatives of Sears and no one cares. It is costing me money to try and solve this and not one person has step up to the plate. Customer care has not tried to solve my problem, they have passed the buck over and over again. At every step the buck has been passed. No one should buy on Sears.com. It is a nightmare!

    0 Votes
  • Do
    Don Anderson Sep 23, 2007
    This comment was posted by
    a verified customer
    Verified customer

    Two years ago, I got a set of Craftsman cordless tools from Sears. Recently the battery charger became defective and I tried to buy another one.

    After going to 3 different stores (including the parts and repair place) I was told that these tools were no longer supported by Sears and I could not obtain a battery charger. This means that I have a whole box of cordless tools that cannot ever be used again. These tools are only 2 years old for Pete's sake!!!! When I called the 800 number, I was told that the only thing I could do was to go to a Sears store and ask them if they could give me a discount on a new set of cordless tools. When I did this, I was totally embarrassed and humiliated by the sales manager. You would have thought that I was asking for one of his kidneys or something. I immediately left Sears and went to Home Depot where I spent over $500.00 on a set of Ryobi cordless tools. Sears has lost a customer for life.

    0 Votes
  • Valerie Sep 26, 2007

    Sears warranty

    I need to have my top stove that is under Sears warranty fixed. I have called Sears and set up an appointment with a Technician. The first time the Technician came to my home I explained that my stove top has scratches mainly in the area where you turn the knobs. I also showed him how you can't notice the scratches until you put on the hood light which I just installed and called Sear immediately as soon as I notice it. I told him that it was either purchased with the scratches or when Sear installed the stove top it got damaged. He stormed out and claimed he would have to speak with his supervisor Kevin Norris 732-886-8814. He said that I will get a call from Sears. After waiting for a week I called up I ask to speak with Mr. Norris they said he was on vacation I requested to speak to his manager and they said that he had no Manager. I finally received a phone message that stated I would have to buy a new stove top that they are not going to repair it because I didn't call them after a month.

    I then called up the warrantee explained that I did not install the stove top until my counter was put in. I then called Sears and had them install it. I looked around for a long time and finally found a hood range that would fit. I purchased the Hood from Sears and did not install it right away I shopped around to find someone to install the hood top which came with a vent and lighting. Finally I had it installed and that is when I notice that the scratches where on the cook top. I immediately call the warrantee Department they told me that even though I didn't put in a claim right away my warrantee covered cosmetics and it was good for two more years. They made an appointment for the Technician to come out and service me. The Technician came out and used a scratch pad and made matters worst he ran out and said he had to talk to his supervisor. I called many times and no one ever answered the phone. I then wrote to the corporate office on July 18, with a complaint that Service played for not being provided. I then proceeded to call the customer service department at 1 800 827 6655 the office personnel stated that they could not do anything for me. On July 24, 2007. I received an apology letter for the inconvenience this may have caused, and would be happy to schedule a service appointment, or discuss the concern regarding your recent service experience with you. Tracking number: UT20070723_0000006086. I then proceeded to call again this time I spoke an employee who got in-touch with Mr. Norris which I may add took a long time and he exclaimed he was on the phone with another customer. Then she left me on hold with Mr. Norris feeling she had resolved the problem Mr. Norris never answered the phone an hanged up on me I called again and spoke to Robert in Recover he was going to find a district manager to help resolve this issue. He told me I would have an answer with-in 48 hours. I did not receive an answer. I called again and to a girl and she told me that I would get an answer in 48 hours also but, never did. I called again this time I spoke to Dorothy I.D. 51166 who told me that she could and would not do anything to help me that I would have to get Kevin Norris to give the O.K. She stated that I should have had it reported with-in one month. I explained how could I report it if I did not see it the damages. Then she said she had no manager that I could talk to and stated well when you bought the vent you should have reported it. Once again I had to explain I bought the vent but had to wait for someone to install it and it didn't happen right away besides don't I have it insurance warrantee and it states I have cosmetic coverage. Her answer was if my stove top would have been peeling then she could do something about it. I need to either get the warrantee department or the technician supervisor. I exclaimed that is why I am calling the cooperate office to get help. As a consumer do not understand how a Sears's corporate office has given their employee so much power and I keep falling on death ears.

    All I know as a consumer I am not being provided with coverage on warrantee I have paid for. I also know that I did not create the damages and Sears's employees do not want to take on this responsibility. What do you do when departments have you going in a circle. They are paying more money to avoid the issue than to take care of it.

    Sincerely,

    Jo-Ann Bertrani
    631 630-4207 Day Phone
    718 445-8666 Home Phone

    0 Votes
  • Jo
    Joe Robie Oct 23, 2007
    This comment was posted by
    a verified customer
    Verified customer

    Frig set at recommended settings the vegetable and meat drawers are at or below freezing (30 to 32degrees) Had multiple service calls with so called fixes and still have problem. Set frig to max and the veg compartment will only rise one or two degrees. The damper at the top of the frig clicks and clacks all the time. This part has been replaced 3 times and still have the problem. Sears has no ideas except to send a different person each time. Maybe they think they will wear us out. If you have a Kenmore Elite with french doors keep a maintenance agreement on it because you will be making a lot of service calls.

    1 Votes
  • Fr
    frank quinn Nov 05, 2007
    This comment was posted by
    a verified customer
    Verified customer

    The heating element on our Maytag Neptune dryer stopped working. It has taken 3 service visits and multiple parts to have them tell me that they don't think the dryer is the problem... they say there isn't enough electricity coming out of the outlet to power the heating element. Funny, there has been enough for 2 dryers in the last 13 years! Why couldn't they figure this out of the first visit? I would have saved $160 in service calls and probably the same amount in parts...

    0 Votes
  • Su
    Sue Kaman Nov 06, 2007
    This comment was posted by
    a verified customer
    Verified customer

    I bought this Microwave Oven along with extended Warranty last October. It is broken in August 2007. I called them immediately and they said some one will call and schedule an appointment to get it repaired but no one called. After repeated calls and escalations end of September a very nice technician showed up and said it needs some part that might needed to be ordered. it is over six weeks now and I am still calling Sears every week and no one is able to give a status. How can an American family survive 3 months without a Microwave?

    Sears harassed us to buy the extended warranty on every gadget that we bought with them and said they have 90 days to do so. They did not extend the same service when needed. This will be the last of my Sears purchase. We learnt our lesson and very dissatisfied with the level of service.

    1 Votes
  • Pa
    Patricia Denehy Nov 16, 2007
    This comment was posted by
    a verified customer
    Verified customer

    I currently have a inoperable dishwasher and an inoperable washing machine. Each time I call to schedule repair service, they give me a "first available" appointment that is always two weeks out from the date I am calling. I am told that I must be available between the hours of 8am and 5pm and that if they try to contact me and I they can't get me, my appointment will be canceled. Luckily, I work from my home, otherwise I would have missed 4 full days of work for dishwasher repairs alone. Yes, four. The first man said he knew what the problem was, ordered a part and yes, I waited two weeks for it. When that part came, he installed it and left. I used the dishwasher and it was still leaking. I call again and get the same response. First available appt. is two weeks out. That man comes, tells me he is 100% sure what the problem is. Another part ordered, two more weeks. He installs the new O-rings - guess what. More leaking. A man came again yesterday, spent two hours in my home running the dishwasher. It did not leak while he was here but he ordered another part. Still I do not have a working dishwasher.

    Yesterday I had a flood in my laundry room and my washing machine is indicating there is a motor problem. I call for Maytag service and they use A & E Factory Service. Again, first available appt. is 2 weeks out.

    Last week my treadmill stopped working. You guessed it - first available appt. is two weeks out. If I was working outside the home, it would be cheaper to go out and buy all new appliances than to take work days off without pay. I can't work out, wash my dishes or wash my laundry without great inconvenience. This is not customer service.

    0 Votes
  • Be
    Betty Klimkowski Nov 25, 2007
    This comment was posted by
    a verified customer
    Verified customer

    I guess I was right, Sears does not care about the satisfaction they provide for their customers.

    0 Votes
  • Ke
    ken k. davis Dec 28, 2007
    This comment was posted by
    a verified customer
    Verified customer

    I ordered a burner bake for by oven on Dec. 8 th. They sent me the parts in 8 or 9 days.When I received the parts, the igniter was broke (the porcealan). So I called sears They send a call slip to pick up the part through u.p.s. in 2 days,they pick it up. Dec. 11 th.Dec 24 th. I receive the new part. It doesn't work, the electrical end is female so is my stove fitting. So I call them, They say the"ll send another call slip to pick it up. Then I'll have to wait tell they receive it. Then call to see if they've got it so they can issue me a credit, then I have to re-order the right part.On Dec.27 th. I call to see why they haven't picked up my part? I'm told if they haven't p/u by the next evening to call. The next evening I stop U.P.S in front of my house,I ask if they have a call slip from sears? They do not. I then call sears they say We'll we weren't sure what to p/u/. So I tell them again the whole story. They say they'll once again send me a call slip to p/u the wrong part.Then I have to call to see when they get it. Then I can Re-order the new/right part, after they issue a credit. Meanwhile I'm still without a stove and a huge hassle from the sears dept. on the phone. Something should be done to help me the customer that's out $ 107.87 and no part.

    0 Votes
  • Sh
    shoemake10 Jan 23, 2008

    My children do not ask for much during the holidays, The one and only gift my three children asked for was a pool table, "Something that we could use as a family". I found the best deal at sears and ordered a month before Christmas. When the merchandise arrived I received a call and I asked the if they could hold until christmas eve. They said yes, no problem. I called a week in advance to see how many boxes so that I could arrange a vehicle. At 5pmOn Christmas Eve, I called and asked if I paid extra if they could wrap in plastic due to the weather, again - they said no problem. I go to pick up the merchandise and only half of it was there. I just knew there had to be a mistake. I went to speak with the manager and the assist said oh i think someone came in a week ago and we gave it to them because theirs was damaged. Then another manager came out, I explained that my children were going to have no christmas. He yelled at me and my husband "DO YOU THINK WE DID THIS ON PURPOSE". No, I am sorry let me see when I can get one in. He said our money had been refunded to our CC and to get over. I just don't understand there customer service, they knew my merchandise was not in the store because they gave it away and could not give us a call or any indication that I was not going to be able to have a christmas gift for my children. I seriously know the importance of Christmas, I also know how important it was for me to give something to my children they wanted. It was not only the not getting our merchandise but the rude and hateful attitude of the "Manager".

    0 Votes
  • An
    Andrew Feb 16, 2008
    This comment was posted by
    a verified customer
    Verified customer

    Sears calls it service. They also call it a warranty. I call it something else I can't print here. I purchased Heat Pump from Sears and I am now past the initial 1st year of having everything covered. After first year - parts are covered and every service call comes with a $100 service charge on top of the repairs.

    1 - Called Dec 22 because heater stopped working. 20 degrees outside. Service scheduler says that someone can come out on Jan 4. I asked if he is telling me that I have to go without heat for 2 weeks and he replies, "That's not what I am saying, but we can't get anyone there until Jan 4."

    I changed out the 50-amp fuses myself.

    2 - Called January for same reason - heater quite working again. They said someone could come out in 5 days. Unacceptable, so I fixed it myself again.

    3 - Called because heater stopped again and this time, the fuse did not fix it. Luckily, the weather was not as cold, so several space heaters were used until the Sears to came out. Service rep (nice guy who knew a lot about these systems) said the system was inproperly installed and that the wires had never been tightened causing the wires to MELT! He did not charge for the labor - but still charged $100 for the service call.

    4 - I told Sears that I did not want to continue with the purchase of a new system for my 2nd home because of the poor warranty service I received on the previous system.

    5 - I called the Sears customer service line at 800-762-3048 to ask for my $100 back since it was a problem with the initial install - something that Sears should take care of themselves. The person who answered could not understand English well enough to take down my number to look in their "system" for my information. She was finally able to understand me enough to send me to another division, but hung up on me while transferring the call - 15 minutes.

    6 - I called the number back again and talked to a person learning English again. I had to go through all the same steps with this person, too. He went to transfer my call and I was on hold for 7 minutes before the phone went dead. 22 minutes.

    7 - I call again and immediately asked for a manager because the last two efforts were less than rewarding. I still had to go through the whole "phone number and let me look up your information" again. I told him that I was being dropped in transit, so he said to hold for a minute - where I was dropped again. 10 minutes

    8 - I called again and asked for a manager again. I was assured that he would stay with this one until he knew there was a manager on the other line. I was on hold for 10 minutes, then I heard some shuffling when someone picked up the line. Then it went dead. 22 minutes

    9 - I called again and did the "number" thing, then explained all that had happened so far. The guy assured me that he would not be like the others and he would stick with me on this one. He put me on hold 3 times to see what to do, then he said he was waiting on the manager to come.

    I asked if he would take my phone number down so they could call me back if I was hung up on and he said they would. He put me on hold again and the phone went dead after 4 minutes. 30 minutes

    10 - I took a break for a couple of hours before calling back so I could keep a cool head. This was really unbelievable so far.

    When I called, I asked for a manager again and finally got one (after all the initial "phone number" steps were done) and was told that there were problems with the outsourcing of customer service and they were addressing those issues. She put me through to the money people and after being on hold for a long time, a person answered and took down all my information, telling me that someone would be calling within 24 business hours.

    11 - I did one of those "look for your phone number online at Google to see if they are giving out your address" since someone reminded me through an email that it is a good idea. I wasn't even thinking of Sears at this point, but there I see it - plain as day. My name and phone number displayed in a list on one of their contact sheets for new sales of home heating/air systems. I am shocked so I send an email to their customer service center. I got nothing back. I am furious!

    12 - One week later, a Sears "National Customer Relations" representative called.

    Is this Mr. Cleaver?

    "Yes, it is."

    "I am Brenda from Sears calling about your heat pump."

    "Hi, I'm surprised that it took so... "(she cut me off)

    "Excuse me for a second." (she drops the phone and I can hear her turning off the television and getting kids out of the room)

    "OK, Mr. Cleaver, about your heater..."

    She tells me that after the 1 warranty, the service warranty includes a $100 service charge for each visit. I start to tell her that it is wrong for someone to install something improperly, then charge me for their mistake and that there is an easy fix. Just have someone refund the $100 and all is good.

    Mind you, this woman has no concept of customer service whatsoever. I told her about the poor service in scheduling the first two problems with my system AND about the name and # being posted on a Web page. I told her about being on the phone for a long time trying to get a person to help me with a refund. I told her that she didn't seem to want to hear my side of any of this.

    She said that she could sit here and lie to me and tell me that she would look into those things if I wanted her to, but it would not help any.

    We continued on because I could not believe what I was hearing. I asked why a National Customer Relations representative could not tell me where to go to resolve these problems; Why a National Customer Relations representative could not even apologize for this trouble; why a National Customer Relations representative could not assure me that she will let me know how these problems will be resolved; why a National Customer Relations representative could not even ask what the Web page was so she could have it removed - and mostly, why a National Customer Relations representative was not in possession of any customer service skills to begin with.

    She then said that she would look into these things. Then she asked me if it made me feel better now that she said it - even though there was nothing she was going to do about it.

    I asked who I could talk to about all of my current concerns and she said I could go up to corporate, but that the problem would come back to her and she would be making this same call again - so I should save myself the trouble.

    I told her I understood why Sears service has fallen so far below every other company. It's because people like her are teaching the lower service representatives to treat customers just as she was treating me.

    She then said that she has done all she can and that I should have a good weekend. Then she hung up.

    Sears Corporate, here I come. Please keep Brenda on your staff so that others can learn from her customer service skills. That way, Sears will eventually not be able to sell anything - thus saving the world from their terrible services.

    Oh, and thanks for improperly installing the system so that wires actually MELTED - causing an unsafe environment in my home!

    1 Votes
  • St
    Steve Feb 26, 2008
    This comment was posted by
    a verified customer
    Verified customer

    I scheduled an appointment for dishwasher repair under warranty. They called the day of the service and said they couldn't make it. We will try again in 10 days.
    I have had to repair my sears brand ice maker numerous times after it had been replaced by sears. Yes, they did show up that time! My Kenmore dryer leaks around the lint trap and fills the shell with lint. Yes, the filter does get cleaned after every load.
    I am highly disappointed with the quality of Sears products and service. Our last Sears dishwasher lasted for years without a single problem. I am done with Sears and all of there related companies.

    0 Votes
  • Ma
    Mark Feb 29, 2008
    This comment was posted by
    a verified customer
    Verified customer

    I purchased several products from Sears with a 20% off on all purchases over fifty dollars. After I ordered everything I was told that the five hundred dollar band saw I ordered was back ordered and I either had to wait an unspecified amount of time or buy one that cost more money. I relented and bought the more expensive saw. I received everything I ordered except a three hundred dollar belt sander. When I phoned Sears they told me it was coming from a different warehouse and should be to me soon. A week later I phoned again and was told it should have been at my home over two weeks ago. She told me that she would put a search in for it and I should call back on Friday. Friday I phoned to be told that the search would take 5 to 7 days. I requested a supervisor who then told me it would take 7 to 10 days and there was not a thing they would do for me. They would not send another one until they found out what happened to this one. This is the worst customer service I have ever experienced. No one seems to have the same facts and they really don't care about the customer one bit. A good company would send the merchandise again to satisfy the customer. It is not the customers fault they did not track their merchandise. I will never buy merchandise from Sears again and I suggest to everyone not to purchase from them they do not care about the customer and almost laugh at you when you call. With the old"Have a nice day" sarcastically after the conversation is over.

    0 Votes
  • Ta
    Tara Mar 11, 2008
    This comment was posted by
    a verified customer
    Verified customer

    What a nightmare! On Feb 24th 2008 my boyfriend and I purchased a new Kenmore washer and dryer. We both work M-F 9-5. The earliest delivery date they had that would work around our work schedule was in 2 weeks! We were scheduled to have them delivered and installed on March 10th between 5 and 9pm and remove our old washer and dryer.

    The showed up at 5:30 with the new washer and dryer. One of the guys came into the apartment with me so I could show him where it needs to go (upstairs in the laundry closet within our bedroom). He walked right in with his boots on which he had worn in the alley in the rain. Great. Now I have little rocks and who knows what else from the alley all over my laminate floors!

    He then told me that he needed more room in the bedroom to install everything. We had cleared out all that we could the day before and measured to ensure there would be enough space. All that remained in the room was our bed and our wardrobe. I told him that the only way to get more space in there would be to dis-assemble our bed. He said okay, go ahead and take the bed frame apart. He said to give him a call once it was cleared and then he'd come back to install the new appliances and remove the old ones that night.

    The specified delivery time was 5-9 pm. They left at 6:00, leaving our new washer and dryer in the middle of our kitchen. I took apart the bed, flipped the mattress against the wall and moved the wardrobe completely out of the way. I called him back at 7:00 (as instructed). When I got a hold of him he told me that he is going home. I'd have to re-schedule another delivery time through the store.

    We were outraged! We were promised that he would come back and install everything that night. Now all of a sudden he's going home half way through his shift and we're left with no bed to sleep in and a washer & dryer in the middle of our kitchen!

    We called every possible Sears number we could find. The only person who answered the phone was some lady who told us that there's no way we were getting anything installed that night and we'd have to wait until Saturday (it was Monday) for someone to come out. The mattress was at the very back of all the bed frame pieces and the wardrobe. There was no way we could even lay it on the floor.

    After spending the night sleeping on our now dirty laminate floors, I made quite a few phone calls the next day. I finally talked to somebody who apologized for what happened and they said the best they could do is have the same guys come out to install everything in 2 days. That means 2 more nights of sleeping on the floor.

    What we still cannot understand is how after waiting 2 weeks for a delivery time, this guy can be going home half way through his shift one night, and then be 'completely booked' for the next few nights.
    Apparently Sears contracts out their delivery service and this service doesn't do overtime. Shows how much they care about their customers. I've had Ikea deliver at 10:30pm to keep their promise of a delivery time and keep their customers happy.

    I called the store manager and he apologized for us being lied to by the delivery guy and having to sleep on the floor for a few nights, but explained that there was nothing he could do. We had spent over $1000 on the appliances and almost $200 in delivery / installation fees ($50 delivery, $80 washer installation, $20 dryer installation, and $40 for removal of our old washer and dryer). I asked the manager for some sort of compensation for all this. He said he was willing to give us a %50 refund from the delivery fee - the $50 delivery fee that is.

    So in the end they're giving us a $25 refund from a $1200 purchase, dirty floors, and a cold hard floor to sleep on for 3 nights. What a joke and what a nightmare!

    I will never step foot in another Sears store.

    0 Votes
  • Je
    jeff Mar 31, 2008
    This comment was posted by
    a verified customer
    Verified customer

    Help! I came home last night at 11 pm. and started a load in my Sears HE5T front loading washer. Very loud grinding noise, not good, **** thing is broke! My manufactures warranty expired at 12 midnight last night! I dont want the runaround like veryone is getting. I cant wait 2 weeks for a technician to come out. Should I call and threaten with an attorney right away? Or am I screwed? Ill take any and all suggestions/phone numbers/etc. Help!

    0 Votes
  • Valerie Apr 15, 2008

    I purchased a Kenmore refrigerator less than 4 years ago and this past weekend the condenser stopped working. I called Sears today and was told that the condenser is not under warranty and it will cost $260 for the part and $65/hour for labour. I only paid $399 for the unit and feel that it should have lasted a whole lot longer than it did. This goes to show how cheaply items are made now as you use to have a fridge for about 10 years before you even thought about replacing. The worst part of this whole thing is that I know I was not talking to a person in the US and that made it even more frustrating.

    0 Votes
  • Valerie Apr 17, 2008

    Went to Sears and bought a surround sound system. It was late and they reactivated an old card of mine. Tried to change the address but they told me to call a number when I got home and do that. I forgot but about a month later called. I was told I didn't have an account there, asked about my husbands and was told they couldn't talk to me about that one. I said even to verify the address - NOPE. Decided to wait for a bill. Bill never came and I forgot about the whole thing. Got a collection agency letter in the mail - Sears NEVER contacted me - NEVER tried to - but turned me over to a collection agency after they racked up like 6 months of interest so wrote off some astronomical amount. I called Sears they couldn't speak to me about this matter (their Customer Service is something to be desired) not even to verify what it was for or anything. Of course we settled with the collection agency IMMEDIATELY because we would have paid our bill if we could just have gotten it in the first place. HOWEVER it is on my credit report as a write off. So a person with perfectly good credit gets a black mark because some company has shady customer service. I've sent a letter to them and now to Citibank with no response (Citibank has taken over their charges I guess). I will not be shopping at Sears anymore and I would recommend that you not charge anything there if you shop there.

    A very unhappy person with GREAT credit until this

    0 Votes
  • Ch
    charles teich Apr 18, 2008
    This comment was posted by
    a verified customer
    Verified customer

    My complaint is regarding an overcharge. The service call on my refrigerator took maybe 30 minutes, the part cost $67 which was marked up at least 100%. The labor was $200. Everyone is entitled to make a profit, but no one likes being ripped off. I will never buy another sears product, and urge family and friends likewise. I tried dealing with these people, and they can care less.

    0 Votes
  • Ch
    charnissa scott Apr 23, 2008
    This comment was posted by
    a verified customer
    Verified customer

    In september of 2007 i took my son to take his 6 months picture. I had a coupon and was told to present coupon at the showing. I had no problem with that. When I went to view the pictures I was told that I could not use the coupon. I told the employee that I just want to buy some sheet for now. She said I had to buy the whole package. I ended up not buying anything. I can never get that time back of my son. Why is sears portrait offer coupons and do not honor them. Or was their another reason I was denied the use of my coupon and having to purchase the whole package????????

    0 Votes
  • An
    Ana Feliciano Apr 23, 2008
    This comment was posted by
    a verified customer
    Verified customer

    Since January a check was mailed to the delivery site . I called every month to notify the correct mailing address and staff continued mailing the check to place that the ref and freezer was delivered and that I do not receive mail due to is a new subdivision an we do not have access to mailboxe.

    0 Votes
  • De
    densie Apr 25, 2008
    This comment was posted by
    a verified customer
    Verified customer

    sears delivery sucks!! i have been waiting for a washer and dryer since february 2008!!! it is now April 25, 2008!!! the delivery guy oscar gomez @ 915-850-4675 called me today to confirm delivery between 2:15 - 4:15 i said ok. then he calls me a little later to tell me that he is done with his route early and wanted to go to my home now. i said no we agreed on 2:15-4:15 he said fine then ill just put you at the end of my route so i asked between 2:15-4:15? and he said after 3:00 i said ok i called my husband up and told him after 3:00 and he said ok. i get a call from oscar and he said I'm at your house and no one is home I'm leaving. its 2:15!!! he said I'm here and your not so I'm leaving. ###!!! called to complain to sears not that they care. i have to wait until may for redelivery!!!so I'm getting my money back and I'm going to try to do this all over again only at a different store. obviously sears doesn't care. $2, 400 is alot of money for a washer and dryer!!! oh well

    0 Votes
  • Pa
    PAT REEDY Apr 30, 2008
    This comment was posted by
    a verified customer
    Verified customer

    ON JAN 16, I ORDERED FROM SHOP AT HOME FOR ITEMS, CAN OPENER, PEDOMETER, 11-BEAM FLASHLIGHTS, . I ORDERED THESE ON MY SEARS STATEMENT ENVELOPE, IT STATED THESE ITEMS WOULD BE $4.95, I ORDERED 8 ITEMS, AND NOW I AM CHARGED $120.76 FOR THESE ITEMS.

    I THINK THAT SEARS SHOULD NOT BE ALLOWING THIS FALSE ADVERTISING. IT IS A RIP-OFF FOR CUSTOMERS.
    POSTED 4-30-08 BY PAT.

    0 Votes
  • Valerie May 04, 2008

    We purchased all our appliances from Sears. It seems the customer service these days is terrible. The service technicians just don't show up for appointments. You spend all day waiting at home for a no show. When we called to complain, nothing gets done. We waited home for a service call on our washer on at least five different occasions. The technician was a no show. Apparently he just decided to cancel our appointment without notifying us. It wasn't until I called to see where he was, that I was told the appointment had been cancelled with no reason.

    Also, the service technicians tramp dirt from the outside through your house. They have also damaged my washer and dishwasher while doing a service call on these appliances. While snapping the front of the washer back in place, they cracked a panel, which Sears refuses to replace. I find this very unsatisfactory, since the washer was almost new and cost allot.

    While putting the panel back on the dishwasher, the guy didn't put the panel on properly and the screw at the side completely gauged my front panel.

    One time while fixing my washer, they pulled it out and tore my vinyl floor.

    I could go on with the damage that has been caused in my home by the service technicians.

    0 Votes
  • Valerie May 09, 2008

    On April 13th, I dropped off my Craftsman model weedeater to have the trigger replaced. It took me almost 10 minutes before anyone even came over to help me, which should have been my first sign to run out the door. Once someone finally came to help me I told them what was wrong with the weedeater and the work I wanted done. They could not find my name in the system until they looked me up at an old address (from 3 years ago) and did not update my new information. I was told I would have to pay a $30 service charge because the unit was no longer under warranty but that the $30 would be applied to any services. I asked the associate if he knew how much it would cost to replace the trigger and he told me they had no way of knowing but that I could set a limit on how much the service would cost so they couldn't do work without my authorization. I told him I wanted a $30 limit since I had already paid $30. He again said they would call me to get authorization and I asked him to make sure they call my new number so he put a note in the system. He told me the weedeater would be ready on 4/28/08 and they would call me when it was ready to pick up.

    4/28/08 came by and I heard nothing from Sears. I called the Customer service number to check on the status of the repair and an Indian woman who I could barely understand could not find my information in the system. I finally gave her my phone number from 3 years and she was able to pull it up but she said it was still not in and could give me no explanation why.

    On 5/1/08 I had to go to the Mall for another reason so I stopped into the store and asked about the status of my repair. The associate told me that it was still being worked on and would not be ready until 5/4/08. I again verified that they had my correct phone number in the system and talked to the manager to see if they could update the info since the lady on the phone had been unable to find me in the system. She said there was no way they could do that while the work order was open but assured me that they would call me at my current number and explained the weedeater was out because they had had to order the trigger. She told me it looked like it would be back to the store on 5/4/08 and gave me the number of the store to call to speak to someone who could tell me the status of my weedeater.

    I still had not heard from Sears by 5/6/08 so I called the store to see if it was back. They associate who answered the phone said it was there and had been there since Sunday. I asked her why I had not been called and she said she didn't know. I told her I would be in that evening to pick it up.

    When I arrived at the store an associate came out and told me I had a balance to pay before I could get my weedeater. I asked him how much and he told me $60!!! I asked him how it could be so much, it was a broken trigger that should have cost, max, $40. I expressed my frustration that I had NEVER been called to authorize them to fix the weedeater at that price. He apologized and said he wasn't sure if they could do anything. My boyfriend and I told him we wanted to speak to the manager and he said he would get her. We waited for about 5 minutes and the associate came back and said the manager had told him that we had no choice, we could either pay the $60 and get our weedeater back or be out our $30 deposit and they would keep it. I again said I wanted to speak to the Manager as both choices were unacceptable and he said he would have her come over. When she came over we asked if she had remembered us from last time and she said she did. We explained how poor our customer service had been throughout the service period and the fact that no one had called us to authorize the repairs. All she would say is that we had the two above choices and there was nothing we could do about it. She kept telling us that either way we were out the $30, which we said we understood, but I kept trying to explain to her that I didn't think I should have to pay the $60 since it had not been authorized by me. She kept interrupting and saying either she couldn't do anything about it or that either way we were out the $30. I explained to her that I could get a brand new weedeater for $90, which is the same price as what I would be paying for my old one for the so-called service. I asked what had cost so much and she would not explain the charges, she would only say that the service was $60/hour. My boyfriend asked her if that was the standard rate and she said it was. I asked why I had not been told that when I had dropped it off, as I had asked the associate, and she said she didn't know why. I told her I was extremely unhappy and that I would never be a customer at sears again. She shrugged her shoulders at me! I asked for phone numbers of her manager so I could talk to them and she gave me a number so I could complain to the service but would not give me any numbers for Sears. My boyfriend suggested to her as a fellow retail employee that she should have her employees tell people the rates, especially when the know them, if they wanted to avoid these kinds of problems. She looked at him like he had a horn growing out of his head, said she there was nothing else she could do, and started to walk away. My boyfriend asked her if she would wait a minute so we could decide if we were going to pay the $60 or get a new one. She said she would and walked into the office.

    After we walked over and looked at the weedeater's (and verifying that, in, fact, a new one does cost $90) I told him I had been insulted, by both the process and the manager, that I was not giving Sears one more cent of mine again. He agreed and we went over to let the manager know that we would not be taking the weedeater back but she would not come out of the office (we waited for another 5 minutes). We were so disgusted at that point that we left.

    0 Votes
  • An
    Antoinette May 12, 2008
    This comment was posted by
    a verified customer
    Verified customer

    I found the Gas Grill I wanted to surprise my husband with for our 36th wedding anniversary on sale at Sears. Total purchase price with extended warranty and tax was $353.23. I purchased it on Saturday May 10th. The cashier tried to sell me the floor display, I asked if they had it in stock for assembly, which was to be done by a Sears employee. Yes they had 6 in stock. I asked if they could have it assembled by Monday around 2:30. The sales person said that would not be a problem, thus I purchased it. Monday at 3:30 we went to the store to pick it up. Well, there was nothing there for me. The had the grill, but not assembled. I spoke to the manager, Marie I think, she said the sales associate made an error and did not indicate I wanted it assembled ! So why did I not take it home on Saturday when I purchased it? I explained that it was an anniversary gift and that we had 18 people at our home waiting to BBQ. She asked that we give her a couple hours and she would have it put together. OK fine we will be back. Well when we returned 2+ hours later, they had put it together alright...looked like grade school kids did it. It was all scratche up, It had 2 doors in the front of which 1 hung down lower by at least 3 inches, and to top it off as they wheeled it out one of the wheels feel off!! Fell right off. At that time we asked to see the Manager, who by the way had already left for the day, so the acting manger Angie came out. She saw all the flaws and said that we could bring this grill home to use and that when the regular employee who puts the grills together returns on the 20th of the month we can bring this one back and he will assemble a new one ! Why in the world would I bring home this piece of junk that I paid over $300.00 for. Or she would give us $30.00 OFF as an inconvenience credit. Are you kidding me? Needless to say I got a full refund, and went to Lowe's who by the way put a grill together for me in 1 hour and the grill is a much nicer one and they meet Sears sales price. I will no longer shop at sears. Lowe's has my business from here on out. There are so many people out of work today, sears needs to fire their incompetent employees and hire people who take pride in their work. Apologies mean nothing when they were so willing to refund my money verses either putting another grill together for me on the spot, (but no, everyone had gone home for the day), or offer to upgrade it. No they would rather loose a sale and a loyal customer. Thats fine with me Sears loss is Lowe's gain. Beware what Sears promises you.

    0 Votes
  • Valerie May 13, 2008

    Until now, we have bought all of our major appliances at Sears -- but NEVER again!

    We bought a Maytag dryer and the delivery date was set for a week later. On the day of the delivery, I was looking forward to arriving home to find my old dryer gone and my new dryer hooked up and ready to process a week of dirty clothes. Instead I found the dryer in the middle of the downstairs hall, blocking all access. The old dryer was gone but the new dryer wouldn't fit through the door so they just left it! My daughter explained that we would need to solve the door problem (that makes sence) and then call them to have it installed. However, they didn't leave a number to call.

    I had to crawl over the dryer to just get in my bedroom!

    I removed the door (easy) and moved the dryer into place. I then had no choice except to hook it up myself so we could have some clean clothes to wear.

    When I purchased the dryer, I also purchased a new power cord (not included?) and a new exhaust hose. They didn't leave an exhaust hose and the power cord they installed was the wrong one. I spent the evening running back and forth to Home Depot getting the necessary parts, installing the parts and getting the dryer hooked up. WHAT A PAIN!! And I had paid extra to have this done for me!

    The next day I called Sears to complain about the incident and get a refund of the extra parts I had paid for. They were nice about it, apologized for the "inconvenience" and promised a quick refund. Then they did nothing.

    A number of days later I called back and yelled at them. They apologized again and promised a refund. They even offered a gift card for all the problems. Then they did nothing... again.

    I called back today and spoke to a manager who explained that I had to take this up with the store -- they couldn't do anything about it. AHHHH!!!

    So I called the Sears store and wrestled through their ASININE automatic phone system only to be hung up on twice and dropped in a void once. Once I ended up speaking to their credit card service, who (of course) couldn't help me and told me to "call the store". I still have not been able to speak to a human by calling SEARS.

    D&#* YOU SEARS!!

    So it is worth it to drive half a hour to the store to get my $30 refund?

    I probably will just to vent my extreme anger AT THE ENTIRE STORE, AT THE TOP OF MY LUNGS!!

    How is it that a major store like this can have such poor service now?

    Does anyone have a suggestion for a good place to buy appliances?

    0 Votes
  • Al
    Allen May 13, 2008
    This comment was posted by
    a verified customer
    Verified customer

    I have had very similar issues with Sears, I no longer shop there. They do not care about customers wants and or needs. All they care about is that quick sale.

    0 Votes
  • Ro
    Rosemary Jones May 21, 2008
    This comment was posted by
    a verified customer
    Verified customer

    We purchased a comb over /microwave in July 2007. Less than a year, April 2008, the microwave stop working. Contact Sears, appointment was set, they came and said that it was installed incorrectly. And by the way, we paid Sears to do the installing. The tech could not repair it because he had to order a part. In the meantime I talked with our sale agent, Les to get the installer out to reinstall the unit correctly before the part comes in. Les left it with the store manager to follow up. I called the contractors, Lazers and they told me they understand the problem but a sales agent from the store called and hung up on the owner and it is out of their hands and for me to contact Sears. Today is the 21st of July. The service tech has been out to our home 4-5 times and still the microwave is out of order... they order another part. I've been calling the 1-800 number tell them the problem and they hung up on me. I finally called Parts department and the agent contacted Service and she told me nothing else they can do until the part comes in.

    This is unacceptable. Why couldn't the part be overnight to correct this problem. I have a build-in loose because the Tech didn't secure the unit because he's waiting on the part.

    I just can't believe SEARS... just give me a new unit! My husband is disable who has been getting up every week to support this. We tell them morning and of course they show up at 11:50am. This is a BIG problem each week... throwing my husband medicine routine off. Now its the holiday weekend coming up, relatives and friends over and microwave still out of service. They will hear the stories as well as others who I will be in contact with.

    Just unbelievable!

    0 Votes
  • Valerie May 22, 2008

    Customer support does not respond to my complains on a Calypso Elite washing machine. It stains the white clothes and build mold. I first received a letter from SEARS, September / October 2004, requesting the use of HE detergents and monthly washing the machine with Chlorine Beach!!! Wash the washer??? I made the first call November 16, 2004, they told me, we will call you back in 2 days November 29, 2004, I call again, they told me, we will call you back, this time I request person name Marian at 9:30 am.

    December 21, 2004, I call them and they do not know about my complain, they are sending a technician December 27??? I call to Erick first and James second 2:20 pm. This machine is a Rip-Off!

    1 Votes
  • Ji
    JimVer May 23, 2008
    This comment was posted by
    a verified customer
    Verified customer

    I purchased a Used Portable AC which had 3 years left on the Master Protection Agreement. No where in the agreement did it state the the original owner had to approved of Transferability. It states that This MPA is transferable to any subsequent owner of the covered products, subject to the terms and conditions of this MPA. I have the original receipt and the MPA what more do they need. I have no way of finding the original owner I bought the thing over a year ago . The original owner paid $539.98 for the AC and $89.99 for the MPA plus tax for a total of $581.56.

    So I am stuck with a $581.00 piece of junk

    1 Votes
  • Ma
    Maria V Vindas May 25, 2008
    This comment was posted by
    a verified customer
    Verified customer

    On Saturday, May 24, 2008 I was searching the web for the Wii Fit and found the Sears @ 20701 SW 112th Ave Item # 05892358000 had on the online "Available". I charge it to my Discover card. I drove 12 miles under rain storm; arrive before 4:00 pm waited 30 minutes to find out they had none in stock. One of the employee call for the manager for assistance but never show up but the employee did reverse the charge

    And Sunday, May 25, 2008 around 1:30 I check again, and they still have on their web site "Available"; this time I call but the sale person check the inventory and said none in stock "And said that they have not updated the inventory online"

    Thank you,

    Maria V Vindas
    Miami, Florida.

    0 Votes
  • Co
    Cookie May 28, 2008
    This comment was posted by
    a verified customer
    Verified customer

    Sold a DEFECTIVE DRYER - took 42 hours before anyone would help - they are willing to lose customer over a dryer and a 300 dollar difference!!! They say now the model is discontinued and WILL NOT - REFUSE to replace it unless I pay the difference !! Never was able to get the ACTUAL store Manager on the phone at the Northshore Slidell Sears!!! Stay away from SEARS!! Warning we were customers for over 20 years and this is what they are willing to allow!!! They refuse to do anything - we picked up the dryer and it is a 26.6 miles one way - they would send a REPAIR person on a dryer that we bought 44 hours ago! WARNING! WARNING!!

    0 Votes
  • Valerie Jun 02, 2008

    We are in the middle of an ordeal with Sears repair. We turned on our relatively new air conditioner because we knew a warm up was coming.

    It didn't work, so we call the service number on Monday (05/26). I get somebody in India who thinks that if they use an American sounding name I won't realize where my call is going to. Problem is someone forgot to tell her that Doug is NOT a female name!

    We schedule an appointment, technician comes out on Wednesday (05/28) and says it’s a bad fan motor and he will emergency order the part. He schedules to come back on Monday (06/02), but adds that if the part shows up earlier to call and see if there are any appointments open.

    Saturday (05/31) arrives, no motor I am wondering what exactly "emergency order" means! I call my ever helpful non-English speaking customer service representative. At least the name matches the sex, although they must have been having a *** them day because her name was Foxy. She told me the part was backordered, that didn't make me happy to say the least.

    I tell her I'm not happy and I take a long journey back to the states where they ship "difficult" consumers like me. I speak to my first English speaking representative; he says "No, the part isn't backordered it just wasn't ordered till Friday (05/30). I again ask for a clarification of "emergency order" and an answer as to why if the technician was here on the 28th was the part not ordered till the 30th?

    No answer to that question! So, I get the pleasure of a third transfer during this call. I actually get another English speaker...whoo hoo, must be my lucky day! She says the part has not yet shipped, but wants to let me know the good news that it is not backordered! She said the part was ordered on the 28th, I see an opening to ask my favourite question, so I am all over it. "What", I ask ever so hopefully is an "emergency order?"

    With a tone that reflects her delight in being able to enlighten me she says. "An emergency order allows us to rush the shipment of your part to you." She then adds "we don't do them for everyone; they have to be approved by a supervisor."

    At this point I am feeling so special that I almost forget I don't have a part, but then reality sets back in. I ask then why don't I have a motor? She isn't sure, but it should be shipped out Monday (06/02). For those keeping track that is the day it was supposed to be here!

    Later on during the day (05/31) I am outside and miss a phone call from the South Asian division of Sears. Miffy, Missy, Mousy???? Something to that affect leaves a message that I need to call and reschedule my appointment.

    I call and get another player in the cast of ever changing characters Sears uses for customer support! Much to my utter amazement they have no idea why I am calling! I just don't have the energy, so I just hang up.

    Today (06/01) I have the great fortune of getting a call from an English speaking representative who says they need to reschedule my appointment, my motor should be here Tuesday (06/03). The earliest appointment time they have available is Thursday (06/05).

    I have no faith in any of this happening. I will never, ever, ever buy a Sears product of any kind again. Clothing, tools, appliances, none of it ever again!

    0 Votes
  • Po
    Poonam Kumari Jun 07, 2008
    This comment was posted by
    a verified customer
    Verified customer

    Not Cooling

    0 Votes
  • De
    Deb Larson Jun 10, 2008
    This comment was posted by
    a verified customer
    Verified customer

    I purchased a Sears Oasis washing machine November 2007, after 6 months the machine would not spin, the Sears repair man came out and fixed it. He stated that there were problems with this model. In June 2008 the machine would not spin, Sears said this is unrelated to the other incident and this would not be covered under the warranty. Sears will not stand behind the machine that cost over $1, 000 and does not last for 18 months. I would not buy anything from Sears, this company sells inferior merchandise and does not back up their products.

    It is my opinion that sears is stealing money from consumers, they are no different from muggers on the street. they steal money from innocent people.

    0 Votes
  • Sh
    Sheryl Regensberg Jun 11, 2008
    This comment was posted by
    a verified customer
    Verified customer

    I called sears to report a broken washing machine about 3 weeks ago they told me that they need to send me a part i took a week for the part to arrive. the repair man came two days later to change the part but found that the new part was defective. I waited another two weeks and called sears abour 10 times untill they sent me the new replacement part I calld them to tell them that my part arrived and being that i have no machine for three weeks they send someone tomorrow they refused to accomadate me bus said I will have to wait untill they have a slot available

    0 Votes
  • Mo
    Monte Davis Jun 12, 2008
    This comment was posted by
    a verified customer
    Verified customer

    Recentl I returned Craftsman screwdrivers to the Sears store in Oklahoma City, at SW 44th & Western. The lady behind the counter did not understand that although the items looked good, that they were unuseable since the tips were worn. This lady gave me hassle and decided to closely look at each tip and give her unexperienced opinion. Finally another lady took over and I was able to exchange the Craftsman tools. This is unsatisfactory. Has Sears changed policy on returns or should sales persons have some knowledge. For example, I would not be qualified to work in the ladies clothing dept.

    0 Votes
  • Valerie Jun 13, 2008

    Just recently I've purchased a patio set for $599.99. Yesterday, Sears called me when I wasn't home and they said that they will call me around 7:30PM. When I got home I listened to the message and I waited for them to call me back.

    It was 8:00PM and Sears never called me regarding the delivery. The next day (which is today) Sears called me around 6:00PM and they said that they are ready to deliver the patio set at 11:00AM. When they said that they were going to deliver the set at 11:00 I went crazy. I told them to change it immediately but they refused because they said that the time is already on the computer. I said "I don’t give a FU*K what the computer says! I wanted the set delivered on my convenience, not the computer's."

    I put up with operators and supervisors and they were all rude to me. They couldn't give straight answers to me because they probably had no idea what they're doing. I also told them that I am having guests over on Saturday morning and they wanted to deliver it around 4:00PM which is unacceptable. Due to their attitude problems they obviously don't care if I catch fire.

    They're going to call me around 8:00PM today and if I am not pleased with what they tell me I'm going to contact the President of Sears and give them a piece of my mind.

    0 Votes
  • Valerie Jun 16, 2008

    Here's a copy of a letter I just sent Sears. It tells the story.

    On Saturday, June 7, I ordered a Samsung front-load washer and matching dryer, and had it set up to be delivered on Saturday June 14. I received a call on Friday June 13th, and was told the appliances would be delivered on Saturday between 3:15 and 5:15 p.m. I was called at 5:00, and told that the delivery team was running about an hour behind.

    At 7:15 I hadn't heard from anyone, and called to ask what was going on. I was told that they were just running late, and would be there later. At 9:45, I still hadn't heard from anyone, so I called again, and again was told that the appliances would still be delivered that night. At 10:30, I called again, and was told again that they were still coming. I asked for a supervisor, and was finally told that the delivery team had gone home, and that I would have to reschedule. I was told that someone would call me as soon as possible to reschedule.

    About 1:00 Sunday afternoon, I still hadn't heard from anyone, so I called again. I was told that the appliances couldn't be delivered on Sunday, because the trucks had already been loaded and had left to make their scheduled deliveries. (Wouldn't my appliances have been on a truck from the previous day already?)I had already disconnected my old appliances, and had removed the power cord and vent hose from the dryer in anticipation of the delivery. I told the person I talked to that it was imperative that the appliances be delivered on Monday after 6:00 p.m., when I would be getting home from work. I received a call later and was told that the delivery would be made between 2:00 and 4:00. I called back and told them that no one would be home at that time, and it had to be delivered after 6:00. I was told that you couldn't move merchandise after 5:00.

    I am terribly disappointed in the discourtesy of your team. I was promised delivery on Saturday five times by your representatives. The only time on Saturday that your representatives initiated a call was at 5:00 to tell me that they would be an hour late. I am terribly aggravated by the inconvenience caused by your staff's failure to meet what should be minimal customer expectations.

    Of course, I am cancelling this order, and will spend $2, 000 with one of your competitors instead.

    I am disgusted with your company.

    0 Votes
  • Mi
    mike hile Jun 21, 2008
    This comment was posted by
    a verified customer
    Verified customer

    I tried for 6 months to purchase a sears item, and i could not get a straight answer from anyone connected with sears. They can advertise a product, without ever knowing when a product would be available. Thats unfair to the waiting customer. I talked to ryan at sears.com and the best he could do is try to sell me something different. I also got an analogy of wanting to by a pinto when they don't sell pintos anymore. Thats would be fine, I can understand that, but they don't still advertise sales for pintos. I went above him to tracy who gave me there scripted, reversed, passification. NEVER AGAIN WILL I BUY FROM SEARS.

    0 Votes
  • Ju
    jude Jun 21, 2008
    This comment was posted by
    a verified customer
    Verified customer

    Purchased a '40 Samsung LCD HDTV on June 1st 2008 with pick up ready for June 11th. I have received 6 automated phone calls delaying the pick up of my purchase. I received a great deal on the TV... same model at Best Buy goes for 1200 and I got it for 980 including tax with a new credit card with 6 months no interest. But, what's the purpose if I don't have the darn thing? So, its now June 21st and I've been told that it will be at least July 1st until I can pick it up (at least). Ummm, I will be making my first payment on something I don't even own yet! Be careful and always ask if there are any delays - Sears has not offered me any additional rebates and there are no other stores that have this TV in stock... nice to sell something you don't even have.

    0 Votes
  • Valerie Jun 26, 2008

    On Memorial Day, I went into the Northwest Plaza Sears store, in Saint Louis, MO to purchase a new range and a microwave with an exhaust hood. I used the online kiosk in the Hardware department to access my Wish List from sears.com. As I attempted to leave the Hardware department to go to the Appliances department, I was stopped by a sales associate from the Hardware department who insisted that he ring out my sale.

    I had been in the store a month previous with my mother to purchase a new range and a microwave for her home and the transaction, delivery and installation went smoothly. I wanted to deal with the same person who had done my mother's transaction but, against my better judgement, I let the Hardware associate handle it.

    What happened next is that the Hardware associate rang me out but neglected to set up the delivery of the items. He assumed that I would be taking the items with me. He did not realize this until I asked him, "So, where is my delivery paperwork?" I asked him this because my mother left Sears with a folder and instructions on how the delivery and installation would take place. So, the Hardware associate then voided the transaction.

    It is at this point I should stress that the card that I use is not a credit card but a debit card connected to my money market account.

    The Hardware associate then re-rang the items and did not arrange for the delivery again. So, he voided the items a second time. He then went to check with his manager about the proper paperwork, came back and re-rang the items a third time. On the third time, he arranged the delivery of the range correctly but, the microwave was a special order so, the installation and delivery of that item was messed up. He voided out the microwave, checked again with his manager and then, re-rang it again.

    At then end of this, I walked out of Sears with several receipts and one delivery order.

    Everything was scheduled for delivery on Friday of the same week as Memorial Day.

    The range showed up and was installed just fine. Not the story for the microwave.

    The installer called me from the distribution centre where the microwave was to be picked up. The distribution centre said to the installer that they had no microwave for him and that the order had been cancelled. I said to the installer that I understood and that I was sorry for his trouble.

    I then attempted to get a refund for the microwave and the installation charges.

    For several days, I went around and around with Customer Service to no avail. I finally had to go into the store and speak to the manager of the Appliances department who said he would take care of it. I gave him copies of my receipts and papers. He called me later on that day and let me know that there was going to be a waiting period of 10 - 15 business days before I would see my refund.

    I waited. The days passed and my money was not refunded.

    I finally got a hold of the store manager who explained to me that he spoke with the Appliance manager, had the details and explained that the installer told him that I had the microwave, that the installer saw the box at my house. I told the store manager that he was lying. The store manager told me that he has to continue to investigate.

    The $725.xx refund is still not in my account, as of 06/26/2008.

    0 Votes
  • Valerie Jun 27, 2008

    We as a family purchased a refrigerator from sears on 6/16. paid 1700 dollars, received on 6/19 at 6 pm. which supposed to be deliver between 2 to 4 pm. the del person broke inside glass outside of my dryway, minor problem right, can be replace. Brought the ref inside the house, wife inspected the ref, 14 dents on the product.

    Del person calls the headquarter, they’ll replace the ref so we residual the Del. Next Del came on 6/24 8 am. No problem right. Wrong, again a big dent on the door, once again driver calls the headquarter to inform, the person on the other line will place an order for the door so the problem can be solved. Wrong again, I get a call in the afternoon from sears cust service, it would be hassle for them to replace the door so on and so on, instead they will give me a 100 dollar gift certif. for sears. Now I’m angry. I gave her a lecture and told her I would like a new ref that I have paid for so once again I requested Del date. She residual the Del on 6/26 between 4 to 6pm. No problem, I’ll just leave work early, end of story. Wrong again, I get a phone call around 5:30pm from the answering machine that I’ll get the Del between 10 am to 12 pm. I was on the phone after that for an hour switching back and forth between supervisor, specialist. Finally I got upset and cancel my order because no one can help me set up delivery time as it is we lost 21/2 days of work. They said everything is automated so you have to keep reschedule delivery. No body wants to take responsibility to take care of the problem. I way like yo-yo talking to each one and wasted my time and minute on my cell phone. Now I have to go buy another refrigerator NOT FROM SEARS THOUGH. Well, they lost one loyal customer but I guess they don't care. Only thing I’m worry about right now to get full credit on my purchase without loosing a dime. Otherwise another battle with them.

    0 Votes
  • Ga
    GARY RILEY Jul 05, 2008
    This comment was posted by
    a verified customer
    Verified customer

    On 6/24/08, I ordered a mattress set on line from Sears. It consisted of 2 box springs and a king mattress. Two box springs were required to fit the King mattress. When I placed my order, it said all three pieces were in stock, for zip code 31210. I received automated calls almost daily confirming my delivery for the morning of 7/5/08. I gave my bedroom mattress set to my kids, who live 100 miles away from me, on 7/4/08, to take home with them. This morning 7/5/08, the delivery truck showed up with my 2 box springs, but no mattress! They are now saying it will not be available until 7/25! What am I suppose to sleep on?

    We were offered a $50 gift certificate, which we did not accept. It will not even pay for one night in a hotel or for the $74 dollar delivery charge! Sears service never fails to disappoint me. This is outrageous!!!

    0 Votes
  • Ji
    Jinger Jul 06, 2008
    This comment was posted by
    a verified customer
    Verified customer

    I anticipated a pleasant day at Sears in Laguna Hills, but a rude employee threatened to call the "security" police because I had my sweet Golden Retriever with me. After walking past several registers and buying my $300 vacuum, a "Brand Central Lead" manager began yelling at me to leave. His rude voice echoed throughout the department. Although I was willing to leave, I wanted to explain how embarrassed I was by his loud and aggressive accusations. That was when he threatened to call "Police Security" and leaped for a phone.

    It's disappointing that Sears would approve of such customer treatment. If this is their standard of conduct, I won't return.

    0 Votes
  • Valerie Jul 09, 2008

    Sears was to be here between 8am-12noon. Nobody called. I had to call and then the technician called saying we are next on the list. Its 4:30pm and no call. I spoke to a manager from sears and told him I was going to record this conversation. He told me if I do that he can’t talk to me!! Hello they can record me but I can't them. This is not the first time with this service. Who can I contact to file a COMPLAINT? Because if I gave this kind of service I WOULD BE OUT OF A JOB.

    0 Votes
  • Mi
    Missy Jul 10, 2008
    This comment was posted by
    a verified customer
    Verified customer

    Sears employees are unprofessional incompetent ###s. They have not shown up twice for service calls for my fridge. They claim to have no phone number for the repair men, and that they can only text them messages, to which I have gotten no response. Lucky for me they were dumb enough to call me from an unblocked number to confirm my service call (which they never showed up for) and I have caller ID. I am now going to share that number with whomever would like to call them and speak with someone in the same province as you regarding why they repeatedly keep not showing up for calls they commit to. The number is 250-479-7601.
    Please feel free to call it if you live in Victoria, when needing to speak with the people who cost you days off of work while you wait around for service calls that never get fulfilled. I'm am lucky and my fridge is less then 90 days old and plan to return it, and never purchase from Sears again. I hope no one else has to endure the stress that Sears has caused my family and I and if you do use this number to speak with these imbeciles, and complain. It's absolutely ridiculous that they don't make such a number available and leave customers powerless to speak with the people that actually send the tech's to our homes. Or should I say don't send them to our homes. Good luck!

    0 Votes
  • Re
    Reba Jul 11, 2008
    This comment was posted by
    a verified customer
    Verified customer

    I see that I am not the only one that is totally disgusted with Sears' rebate policies. We made our first major appliance purchase (washer/dryer) last fall after much shopping and research. We were supposed to get 10% cash back and no payments for one year. I was handed a confusing packet of paperwork that included some rebate forms and tax rebate info. I was lulled into thinking I could handle the paperwork after the holidays since I wouldn't be paying anything for a year. BIG mistake! I fell into Sears' trap! I didn't submit the paperwork within the 30 DAYS that they allowed (an unheard of deadline in rebates!!!)

    Basically, this is a tricky way to get people in their store with a sales price that they frequently do not have to honor because I suspect many customers don't jump through all the paperwork hoops. Nice! I'm taking this to the media because I think it is a major scam by what I previously thought was a reputable company!! And like others, I will never purchase again from Sears!

    0 Votes
  • Ro
    Robin Harrington Jul 12, 2008
    This comment was posted by
    a verified customer
    Verified customer

    SALES REP SOLD ME A HEATING/AC UNIT--NO PAYMENTS OR INTEREST FOR 1 YEAR. THEY CONTRACT OUT FOR INSTALLATION----THE FIRST TECHNICIAN-PUT THE UNIT IN THE ATTIC BUT NEVER TOOK THE OLD ONE OUT--AND DID NOT HOOK UP THE NEW UNIT!! OUR ELECTRIC BILLS WERE SKY HIGH FOR A COUPLE OF MONTHS--WHEN I CALLED TO COMPLAIN-(SINCE THE REP TOLD US OUR BILLS WOULD GO DOWN)
    THEY FINALLY SENT ANOTHER CONTRACTED-OUT PERSON FROM A DIFFERENT CO. THIS TIME--HE SAID HE COULDN'T EVEN CALL IT THE WORST INSTALLATION HE'D SEEN AS IT HAD NEVER BEEN INSTALLED IN THE FIRST PLACE. HE SUPPOSEDLY THEN DID IT RIGHT----NOW IN THE HEAT OF THE SUMMER I HAD GUESTS IN THE SPARE BEDROOMS AND I DISCOVER THERE IS NOT A/C INTO THE THESE ROOMS! I HAVE COOL AIR INTO THE MASTER BEDROOM BUT NONE OF THE OTHERS! I CALL AGAIN----3 WEEKS I STILL CAN'T GET ANYONE OUT TO LOOK AT IT.
    I ASKED TO HAVE THE ONE YEAR WARRANTY AND THE NO INTEREST PAYMENTS RESTARTED AT FEBRUARY 2008 SINCE CLEARLY IT WASN'T REALLY INSTALLED UNTIL THEN---I WAS TOLD NO AND THAT IT WAS MY FAULT FOR NOT CALLING SOONER!!! I WENT WITH SEARS OVER ANOTHER ESTIMATE I GOT BECAUSE THEY WERE A NATIONAL COMPANY AND HAD A BLIND TRUST THAT SHOULD THERE BE ANY PROBLEMS THEY WERE MORE LIKELY TO TAKE CARE OF THEM. I WILL NEVER USE SEARS FOR ANYTHING AND WILL NOT EVER RECOMMEND THEM TO ANY OF MY CLIENTS AGAIN!!

    0 Votes
  • Jo
    Jody Jul 15, 2008
    This comment was posted by
    a verified customer
    Verified customer

    Last summer we needed a clutch for our lawn tractor. After ordering it twice...WEEKS later, we finally got one off ebay. NOW, we are looking for a switch of some sort and of course, no matter how many different numbers we call, we get transferred to a "parts" department. MIND YOU...this department is not within states of our stores here. Their computer read that one of our stores had this part and so my husband drove about 20 miles to get it and guess what? We tried calling the local store to verify the aprt was in stock and ended up with that million-mile-away department again. They don't have it...but, they can order it...NOT!!! I am seeing the KMart/Sears connection here. Good information to have...do not buy Craftsman lawn and garden equipment from them.

    0 Votes
  • Sh
    Sharon Judge Jul 15, 2008
    This comment was posted by
    a verified customer
    Verified customer

    I had a service warranty with Sears for my dishwasher. My dishwasher has been broken since early May 2008. At first I was told Sears would look for a part to fix my dishwashwer. After more than a month went by I was told that the part could not be located and I would be receiving authorization for a replacement voucher up to $500 under the warranty agreement. It's been more than two months since my dish washer stopped working and I have never received authorization or a voucher and am stuck with no repair or replacement. What's worse is the people who answer the phone are inconsiderate, sometimes rude, never provide any information as to when my dishwasher might be repaired or replaced and seem to care less whether it ever gets fixed or replaced.

    0 Votes
  • Valerie Jul 17, 2008

    ###s. They screwed up my appointments twice, and this is to return and fix something they didn't get correct in the first place!

    Also, they wanted to charge me over 100 dollars to fix my disposal - BY PUTTING HIS HAND IN AND FEELING AROUND FOR PIECED OF PLASTIC THAT FELL IN!!! I did it myself.

    I will NEVER EVER use them again.

    Also, their phone service is beyond annoying.

    0 Votes
  • Valerie Jul 17, 2008

    Sears has got to be the worst run company and have the worst customer service department. I purchased a dishwasher from them and have pages and pages of notes to myself on how I arranged for delivery, arranged for installation (separate from delivery), and arranged for repair. The unit was installed incorrectly by their people and now I have to deal with Sears again to have them replace the unit. One department tells me (in an email) that the unit will be replaced and installed on the same day. Installation tells me that the unit will only be delivered and that I have to set up an appointment on another day for installation. All I get from Sears is discussions with people in India and occasionally America. I will NEVER buy anything from them again.

    0 Votes
  • Valerie Jul 23, 2008

    Bought a bad expensive refrig. Called for service, 4 times. Finally requested another model. They refused. Said I was complaining on day 93, I had 90 days to get replacement. I have talked to at least 20 people, they all say sorry. I am not through just backing up to refocus. You cannot speak with anyone that has authority to resolve issues. The reps I talked to just have a license to follow guidelines although they say they can do anything and authorize anything. Sears and their service has gone the way of too many large companies. They don't care about the customer, just profit.

    0 Votes
  • Valerie Jul 25, 2008

    I have a service agreement with sears for my ac July 2 service agent advised needing new parts (2) and the parts will be delivered to the home and a technician will be back on 7-18 parts did not arrive when told called sears that's when I was told parts on back order will reorder parts arrived a week later called told them parts have arrived I was told a service technician will be out to do the work on 7-24 I have this also in email well a representative called 7-24 to ask if parts arrived I explained yes and I'm waiting on the technician to come and ask her if she can hold the line for a minute I have turn the stove off, she said yes sure, not more than twenty seconds later I came back to phone she had hung up so I called back explained the situation to the representative at this point I was told someone will be calling you back today no one called it was five hours later no technician had showed up and no phone called received so I called sears again explained the situation to another representative which stated for the repairs a service technician was never ordered to come to your house today and we sorry for the error and we will call you back and tell you when a technician can come to do the repairs I have not heard from sears so once again I called them to see when the service will be done the representative said maybe Monday 7-28 because a three hour job.

    All the contacting have been done by me to call sears to keep hearing the excuses for delays in parts and in service repairs it will be 30 days by Monday of going around and around and around and around with sears for this repair

    0 Votes
  • Valerie Jul 30, 2008

    I purchased a Frigidaire 19.53 cu ft Commercial Refrigerator directly through sears.com on May 28th with an expected delivery date of June 9th. Come the 9th I receive no refrigerator delivery or phone call to reschedule. I call Sears home delivery on the 11th and they inform me that it will be delivered on the 12th between 10am and 12pm. At 11am on the 12th a man contracted by sears for installation shows up but no refrigerator. I contact sears and they inform me that the refrigerator is at the dock waiting for a work order for the delivery. I'm told that some new procedures were put in place that were not done by customer service for my order and that is why my refrigerator was not being delivered. I find out this internal error on their part after calling 4 different 800 numbers that sears customer service reps had kept redirecting me to. Not only were the customer service reps rude and short with me, they did not seem to know very much about anything besides setting a date for delivery. A total of 3 delivery dates were scheduled and broken without explanation. Finally almost 2 weeks from the original delivery date (3 weeks since I placed my order) I receive my refrigerator. I loaded the refrigerator the same day with some beverages, not even filling the refrigerator to half its capasity the shelving callapses(keep in mind its a commercial refrigerator meant to hold more than 2 cases of pop on each shelf). Glass bottles, beer and cans of pop were broken and spilled not only within the refrigerator but pushed the door open and spilled onto the kitchen floor. I figured out the brackets that hold the shelves up where installed improperly by Sears and were at an angle causing the shelves to not hold the weight they were meant to. Again I attempt to call sears and have this situation rectified and found myself to be instructed to call a different 800 number for sears' many departments. Customer service told me to call sears.com, sears.com told me to call exchange dept, exchange dept told me to call warranty dept, warranty dept told me to call sears.com. It was a never ending cycle of miscommunication on Sears' part within their departments and countless useless 800 numbers. Finally after reaching a supervisor I was told an exchange would be made in 7 days and they offered me a $50 sears gift card to make up for the damages and lost alcohol and beverages in the improperly installed refrigerator. Like I ever want to purchase ANYTHING from that run down, practically a thrift shop store again. The refrigerator was only $100 less than ABT electronics, but if I would have known then what I have experienced with Sears I would have paid $1, 000 more to avoid Sears.

    0 Votes
  • Jo
    joan cosentino Aug 12, 2008
    This comment was posted by
    a verified customer
    Verified customer

    I PURCHASED A TOP LOADING WASHER TWO YEARS AGO AND ALSO PURCHASED AN EXTENDED WARRANTY. THIS WASHER VIBRATES SO BADLY THAT NAILS HAVE COME OUT OF THE WALL BEHIND THE WASHER AND THE PLUMBING PIPES LEAKED DUE TO THE VIBRATION. REPAIR TECHS HAVE GIVEN THE FOLLOWING EXPLANATIONS A) YOU HAVE WEAK FLOORS, B) THI S MACHINE SHOULD BE INSTALLED ON A CONCRETE FLOOR, C) AND THE USUAL ANSWER "THEY ALL DO IT." i HAVE HAD REPAIR TECHS OUT THAT HAVE CHANGED MANY PARTS, HAVE ORDERED PARTS THEN HAD THE WRONG PARTS DELIVERED TO ME, MISSED APPOINTMENTS, TECHS THAT WEREN'T EVEN AWARE THAT THEY WERE TO INSTALL NEW PARTS. I WAS ADVISED TO PUT IN A CLAIM FOR LOSS WHEN I HAD TO HAVE THE WALLS REPAIRED, REPAINTED AND HAD A PLUMBER FIX THE PIPES. SEARS PRODUCTS ARE BEING MADE CHEAPER AND THE ENGINEERING IS JUST TERRIBLE. SsEARS WILL NOT REPLACE THIS MACHINE ALTHOUGH I HAVE HAD SERVICE SCHEDULED 5 TIMES SINCE JUNE 30, 2008, THIS IS REALLY A BLACK EYE FOR SEARS.

    0 Votes
  • Gl
    glen Aug 15, 2008
    This comment was posted by
    a verified customer
    Verified customer

    Sears made and appointment for half a day and failed to show. When confronted John ID# 15382 the manager he stated that I failed to contact Sears to inform them that the parts were on hand. No where on the appointment slip was there any information saying that I needed to do so. He then said I cant send a tech. out now and told me that I was not going to get service today and that I would have to reschedule an appointment for the next day. Waisting another day of my life to make it more convenient for them.

    0 Votes
  • Ja
    Jane Doe Aug 16, 2008
    This comment was posted by
    a verified customer
    Verified customer

    Sears has a history of not keeping appointments. I had several mised appointments with Sears and the last time I made them pay me for time lost from work and returned the merchandise.

    0 Votes
  • Ka
    kathryn l. dinsdale Aug 23, 2008
    This comment was posted by
    a verified customer
    Verified customer

    haven't received a billing statement and my limit
    was 500 and now i receive a letter stating 709 charges approxially 209 for late fees which is unacceptable due to the fact that the billing statement was not sent upon the purchases made in may 2008. These late fee charges should be waived

    0 Votes
  • De
    Deb & Ross Aug 25, 2008
    This comment was posted by
    a verified customer
    Verified customer

    My husband and I bought all new Sears Elite appliances in February, 2008. Our refrigerator has not worked since we have had it. We have had three service calls on it and it has been repaired three times since and is still not working properly. The freezer temperature keeps rising so it is not freezing our food. The refrigerator is up to 54 degrees and we have had to use our neighbors refrigerator plus throw out hundreds of dollars in meat, dairy products, breads and vegetables which Sears will not reimburse us for. They refuse to replace this lemon of a refrigerator and keep trying to fix it.

    I do not recommend buying any Sears products to any consumers because they have a poor customer service base and try to get the customer to purchase ANOTHER service policy when they have not fulfilled the one that comes with the appliances. This has been the worst experience we have had and we are sorry we bought all these appliances from Sears! Never again!!!

    0 Votes
  • Wa
    Wally Williams Aug 25, 2008

    had a bad shopping experience. rude employee

    0 Votes
  • Pu
    Purplerox07 Aug 26, 2008
    This comment was posted by
    a verified customer
    Verified customer

    On Aug 13/2008, my refrigerator/freezer gave out about 9:30 p.m. I immediately called the number on my frige... 4-my-home. The telemarketer listened to my problem and sold me a warranty for $255.00. This warranty was to cover parts, labor and up to $200 in food. The next day the repairman shows up supposedly fixed my freezer/refrigerator by replacing a part (re-lay) valued at $24.95... labor $198.00... ha!ha!... then informs me that I cannot claim any food loss at this time. He explains if warranted a second visit; this warranty will cover up to $200 of food and again the parts/labor.On Aug 18th my freezer/refrigerator once again dies. I immediately call 4-my-home... the earliest appointment is not till the 26th of Aug; over a week away. I informed the tele-representative that this is not reasonable. She tells me not to worry I will be reimbursed for my loss of food. Of course by the 26th of Aug I did loose over $200 of food. The repairman who was to show up between 10:00 a.m. and 12:00 p.m. shows up at 4:00 p.m. He diagnoses the problem as the compressor which will cost about $398 plus labor at $240. Orders compressor... and informs me I am not entitled to food compensation due to the $500 deductible on warranty. I explain I have not yet received a copy of the warranty... and to this day have not received services rendered as paid. So Much for "Sears..the Name You Can Trust"!!!

    0 Votes
  • Valerie Aug 27, 2008

    I purchased a HVAC unit from sears 4 years ago. I also purchase the "GOLD MASTER" warranty plan which we were told would cover parts & labor for 10 years.

    Now that 4 years went by, the condenser unit failed (smack in the middle of the hottest part of the year) - I called the repair center and they responded with "We can have some one out on xx day". OK so far good.. now xx day rolls around and no repar man shows up!!

    So I call back and request information as to why there was a no-show when I had to take time off from work to be there. Sears customer "service" (yeah right!) responded with "Well sir it seems here that you scheduled the appointment for 3 more weeks from now" --> now what consumer in even there WORST state of mind, would schedule an appointment for service 3+ weeks from the time that thier unit is broken while living in a house under TRIPLE digit heat??

    So now after the condescending CSR discussion and being told that the labor was NOT included in the waranty - and arguing with several individual's (after being put on hold for a long time / transferred to a 'supervisor' etc..) that have NO IDEA what the previous rep talked to me about... One of them finally conceded that "Yes 3 weeks to wait is excessive" then offers to transfer me to the supervisor of the routing department AND HANGS UP ON ME!

    BTW - it is now 10 days after my unit quit and they still have not come out to service the unit!

    So now it's Monday - they agreed to send someone out on this day and then we get a call that the appointment has been CANCELED because the technician is SICK!!!

    Now here is the kicker... Being the sly little sucker my wife is. She calls Sears and asks to talk to a salesman for central heat/air -- when talking to the salesman, he assured her that not only after purchasing a new unit (he had no idea we were current unhappy customers) could he get it installed within FORTY-EIGHT hours but if ANY repairs were needed it could be resolved within the same timeframe!

    My question is -- if a sale can get installations within that time why does sears treat it's existing customers with so little regard!? Do they not even know the term "Customer retention"???? I tell you now at this point -- I will NEVER buy from them again!!!

    0 Votes
  • Jo
    john jacob jones Aug 27, 2008
    This comment was posted by
    a verified customer
    Verified customer

    Contact Aylwin Lewis, President and CEO of Sears Holdings, C/O Hoffman Estates, Illinois.

    I am a former Tech Manager for Sears and yes your complaint happens daily to many customers.

    Good luck, your one of many!!

    0 Votes
  • Valerie Aug 31, 2008

    Purchased a Sears installed garage opener, wouldn't fully work with car. Sears would not replace. Do not buy at sears. Manager rude. Hot line said they must support manager in field. Sears insisted that I buy an upgraded opener, and that I pay the installation charges. The manager was very rude to my wife and me, and when we called the hot line, they simply said, that they must go with what the manager in the field decided, and would not allow me talk to regional manager or anyone else. Would never buy anything else from Sears anywhere.

    0 Votes
  • Sa
    Sandra Sep 01, 2008
    This comment was posted by
    a verified customer
    Verified customer

    I tried to get repairs on a microwave oven under extende warranty. 5 weeks later and 24 different people I still do not have the correct part. I have been lied to twice about the part being ordered. I have waited 2 days for 4 technicians to come out. They can't seem to just order the part and send it out.
    Sear does not have one competent person on their service staff call center. No one knows what department to send me to and I frequently get cut off. Because you only get first names( no last name or associate tracking numbers) you can't trace down the person who may have been helping you.
    Even their customer service department can't get their own phone number straight.
    DON'T BUY SEARS PRODUCTS OR WARRANTIES! YOU WILL BE SORRY.

    0 Votes
  • Ma
    Marilla Sep 03, 2008
    This comment was posted by
    a verified customer
    Verified customer

    In
    August of 2005 I purchased a Kenmore washer/dryer combo and a Craftsman
    riding lawn mower. After 13 months I had to replace parts on the washer
    which ran about $200, of course 30 days outside of warranty coverage. 6
    months later the motor burned out and rather than incur more expense on
    a defective product we purchased a new washer from another manufacturer.


    Recently the motor on my riding lawn tractor seized. There was/is
    plenty of oil in the motor and it has been maintained appropriately. I
    now have to either spend several hundred dollars to have it fixed or
    replace the tractor.

    I can not put into words the disappointment I am left with regarding
    product quality and customer service. I have called numerous times and
    have been hung up on, avoided, lied to, and transferred to ever
    department, none of which care to do anything.

    Should a new washing machine have two incidents within 18 months that
    makes it completely unusable?

    Should a lawn tractor engine seize when oiled and maintained after 36
    months?

    These seem clear examples of faulty manufacturing, which to date Sears
    is not willing to recognize and rectify. It is a shame that a well
    established brand has degraded so far, as 15 years ago any store would
    have replaced the products to retain the customer, that has not been my
    experience.

    It would seem in 2008 Sears, as a company, would rather get $2000 once
    per customer, on low quality products and make no effort to retain that
    business.

    0 Votes
  • Bi
    bigann Sep 05, 2008
    This comment was posted by
    a verified customer
    Verified customer

    I purchased a Kenmore dishwasher about three years ago and it stopped working in February of this year (2008) I purchased the warranty offered to cover the repairs and the tech came out and fixed my dishwasher. Two months later it ceased working and again I called for repairs. The service tech came out on June 16, couldn't find what was wrong and ordered parts he hoped would fix the problem.

    The parts were not in the next week but were promised by the 3rd of July. They didn't come in... company was searching for an alternate part source...and I was assured the parts would be in by July 28th. The parts were not in and again, after a number of phone calls and emails to the company, I was given a due date for the parts of August 25.

    When that date rolled around, still no parts. I again called every number I was given and sent several emails to the company asking for the dishwasher to be replaced under the warranty I'd purchased.

    I was told the dishwasher could not be replaced without a technician declaring it couldn't be fixed. The catch there was, no repairman would be dispatched because the parts were on backorder. I was finally given a due date of September 29th. I spent over an hour on the phone earlier this week explaining I wasn't going to wait four months for a part that wasn't guaranteed to be in and that I planned to purchase a new dishwasher and sue the company.

    I received a call from Sears two days ago offering to refund the price of the warranty I'd purchased for the repairs. I took the offer because it's about the only thing I figured I'd get out of them. I spent several hours on the phone and sent over a dozen emails trying to resolve the problem and all I got was one gigantic run around. I will never buy another Sears product. I strongly suggest anyone thinking about buying something at Sears do so with caution.

    --------------------------------------------------------------------------------
    It's only a deal if it's where you want to go. Find your travel deal here.

    0 Votes
  • Valerie Sep 05, 2008

    Sears set the date for delivery of washer/dryer and then only delivered the washer. When called they simply said the washer did not make it unto the truck.

    They could next tell me WHEN the washer will be delivered. They only said someone would call in the NEXT TWO days to reschedule! Loverly, so now I can dry clothes but not wash them. For nearly $1500 you'd think they could deliver the items as promised?

    0 Votes
  • Jo
    John Sep 16, 2008
    This comment was posted by
    a verified customer
    Verified customer

    you are a freaking idiot, is it not common sense that you dont take a dog into store unless its a petstore. and dont day "oh but there wasnt any signs saying i cant, you are so ###ed.

    0 Votes
  • Ma
    Marion Sep 22, 2008
    This comment was posted by
    a verified customer
    Verified customer

    I purchased a Kenmore Elite Oasis washer and dryer in July 2007. My washer was beeping the other day and it would not work. Sears sends a repair guy who spent 2 hours installing a sensor and another part. THen he spent 1/2 hour in his truck in my driveway (all the while I am missing hours at work). He then told me it was the motor that needed replaced and my total bill at this point is $621. My washer is only 14 months old! This is ridiculous! I hope Sears does a recall on this washer as it is not a good product. I paid over $2, 000 for the washer dryer combo and tower to go in between them.

    What is my next step?

    0 Votes
  • Jo
    JohnD Sep 29, 2008
    This comment was posted by
    a verified customer
    Verified customer

    Few years ago I bought a side-by-side GE refrigerator from sears at Falls church, VA with an extended warranty. My warranty is still valid until 2010. Couple of weeks ago the refrigerator started having problems, and it stopped working. On the 13th of September I called for warranty support to fix this problem, and their customer service said they are going to send a tech on the 19th between 8am and 5pm which made me take a whole day off. So I wait six to seven days with a broken refrigerator. On the 19th the tech comes to my house as scheduled and even without checking any thing he changed the mother board of the frig and was getting ready leave. Then I made him check inside the freezer which had ice build up. Finally he found there was a non working device inside. Then he said he has to order a part and it will take another week. Then they scheduled another appointment on the 26th of September. Now I wait without a frig for another seven days. So another tech comes on the 26th and put the new part and says it needs another part and they have to order the part. When I asked some questions this Tech was screaming at me in my own house. If he hadn’t left I would called the cops. Now I am still with a broken refrigerator, and uncertain when they are going to fix this problem. Please help me resolve this problem.

    Thanks,

    John

    0 Votes
  • Jo
    Joe Brazeau Oct 08, 2008
    This comment was posted by
    a verified customer
    Verified customer

    Sears Retail dealer Houghton Michigan
    Refrigerator Filter 9030 COST WITH TAX I paid $52.98 I on 10-8-08

    Filter Outlet 3-pack $98.85 free shipping NOT HAPPY WITH SEARS

    DONE BUYING FROM SRARS ----------------------------------------

    0 Votes
  • Th
    Thomas Jones Oct 14, 2008
    This comment was posted by
    a verified customer
    Verified customer

    Needed tires: Called for price and availability of a set of tires. Was told by Kevin that they have the tires in stock.
    100 miles round trip from home. Left work early.
    Dropped off truck. Left cell # with Kevin.
    Was told will be ready within the hour.
    After an hour, came back to see if it was ready.
    As I approached the counter, a different employee asked if my name was Jones . We don't have the tires.
    Why didn't you call me?
    I just came on shift.
    I will not be spending another hard earned dollar at this auto center or retail store.

    0 Votes
  • De
    Debra Donatelli Oct 16, 2008
    This comment was posted by
    a verified customer
    Verified customer

    Well so far all these complaints are based out of the USA. Just wanted everyone out there to know that the same disgraceful service and attitude exists with Sears Canada. I have been waited over 5 weeks for the repair of my ceramic range hood. I accidently dropped a spice jar and cracked the top of the range top. Called as soon as it happened and I am still waiting for service to show up. They were suppose to show twice already but each time it is a no show and nobody calls to advise. The one time after 4 weeks the service man showed up, he brought the wrong part!!!... After many calls of complaint and trying to speak with someone in charge other than those that answer the phone, I have been out of luck. I have now tried to resort to the MAYTAG dealer close to home, because after all since I cracked the top, Sears will not cover it under warranty. Left without a range top to use, I sit here frustrated that Sears has lost all sight of what customer service is.
    Toronto Canada has gone unscathed from the lack of service that Sears once was reputed as being one of the best department stores to deal with.

    0 Votes
  • Valerie Oct 17, 2008

    I have not been a customer of sears in years because of their poor customer service attitude. Today I decided to try Sears again but could not easily get past their voice recognition system. I ended up being bounced around for over an hour. These are the things I rediscovered about Sears customer service. If you can not resolve an issue with the store you are instructed to call their national call center. There they demand your personal information before they will take a complaint. after you tell them they will always say they have to send this complaint back to the store to be resolved. They do not have a corporate office that is accountable to their customers. Their district and regional managers to not work out of an office. Their full names are kept secret and they do not use voice mail. Sears will continue to keep this ex customer and probably many others away from their stores if they keep resisting to learn from their past mistakes.

    0 Votes
  • Fr
    Fran Friedman Nov 03, 2008
    This comment was posted by
    a verified customer
    Verified customer

    I have the Oasis it has put holes in my clothes. I can not even tell how much clothing have been ruined. Sears has come four times. They replaced the agitator and noone could tell me why I have holes in my clothes. They are not standing by their contract. I have an agreement with them which is running out Nov. 15 I am not going to renew it . Any thoughts on this.

    0 Votes
  • Valerie Nov 04, 2008

    Since my earliest recollection, the word “appliance" to my family was synonymous with “Kenmore". That is until recently. We have had the absolute worst consumer experience ever with Sears, and the situation is still ongoing. In late August, we went shopping to replace a Kenmore Dishwasher (that had lasted for 14 years). We visited the Sears in Clackamas, Oregon. A salesman named Roger sold us what was reported to be a “Consumer's Report Best Buy" Dishwasher. Upon delivery and installation we discovered that we had to remove a section of flooring (due to a recent remodel/floor build up) to accommodate the new appliance.

    After the installer left, we noticed a large puddle of water in front of the Dishwasher when we ran it. We called the installer, who came back and found that the door had a faulty lower seal. We called Sears and asked for an exchange. We had put a lot of money on our credit card and wanted a Dishwasher that worked. They arranged to have another Dishwasher delivered (same model) and they picked up the defective one.

    As the installer unpackaged the new one, and began to install it, he pointed out that that the new Dishwasher had a noticeable dent in the front door panel. We also noticed that the door was “sprung" and did not line up. Outraged, we went back to the Clackamas Sears store. We spoke with the original salesman (Roger) and an Operations Manager named Andrew.

    We asked for our credit charges to be dropped, and to have someone pick up the damaged Dishwasher. We were finished with Sears, and ready to go down the street to Home Depot or Lowe's. However, the smooth talking salesman Roger pleaded (mainly to my wife) to let Sears have “one more chance to earn back our business". He offered a “discount", a gift card, and a “better" model. Reluctantly we agreed. This model still ended up costing $100 more on our credit card.

    The third Dishwasher was delivered and installed. It was now mid-October. We ran the Dishwasher for about a week, and decided it was working sufficiently. We replaced the kitchen flooring. The day after the floor went in, we went to run the Dishwasher, and found that it was not working and the display panel was blank. We tested the circuit breaker and the supply wiring, and found that power was going to the appliance.

    Very frustrated and upset now, we called the repair division of Sears to get a service technician out (since the kitchen floor had been replaced). We were told that it would be up to ten days before they could get anyone out, and this would be diagnostics. If a part needed ordering, it could be up to two additional weeks. This was unacceptable.

    To make a long ordeal short, we talked to the store again, and there was now a definite reluctance to talk to us now. We have talked to Sears Source One multiple times and we have discussed our case with the Sears Customer Complaint Line.

    We have decided, NO MORE SEARS. We have now pleaded with several divisions of Sears to please... COME PICK UP YOUR DEFECTIVE DISHWASHER, and TAKE THE CHARGES OFF OF OUR CREDIT CARD (and no restocking fee). We have re-ripped up our kitchen floor again to have this Dishwasher removed. WE WANT TO GO BUY A WORKING DISHWASHER FROM ANOTHER RETAILER.

    There have been promises of “well get back with you tomorrow"... and no return call. Sears Source One told us they would get someone out early in the week. No one came. It's now NOVEMBER.

    We are at the end of our rope. Sears (in its current organization) is a mess. The right hand does not know what the left hand is doing. They are out-sourced and subcontracted to the hilt. There is no one in this organization (not even management) that can pick up the phone and actually make something happen expediently for a very disgruntled customer. Unfortunately, if Sears continues like this, their future is bleak. We will not be returning to Sears. This is the absolute worst customer “service" experience.

    0 Votes
  • Nu
    Nubia Nov 06, 2008
    This comment was posted by
    a verified customer
    Verified customer

    I get an appointment with this company for Nov 1/08, and I ask service for repair or maintenance. They told me they 're going to ask me $110.00 for estimate but this amount was no charge if they repair and I'll be pay only repair, but that's no true. They sent to my home someone " to repair". He told me i have to pay this a amount + repair + part + more time he needs to change he told me i have to pay plus of $600.00 and this amount was not sure .
    I explained him when i called i have to explain was wrong and they told me "doesn't a big problem I know what it's . you aren't pay so much" In fact I think they known what was the problem because he had with him the part that he needed to repair, but he wanted only take my money and don't passe more time for repair. It was the reason he asked a lot money and decouraged, me to repair. I asked to him give maintenance but He didn't want to give it and showed him the catalogue where it' s describe it's necessary. Nothing I did changed his mind
    He ask me to pay $117.00 with any question
    I called to sears i make an complaint but never received any explanation . I think they use to practice this dishonest way to pick up money from people
    Sincerely
    Nubia

    0 Votes
  • Mi
    mike Nov 25, 2008
    This comment was posted by
    a verified customer
    Verified customer

    I ordered a pool table and delivery was confirmed for delivery between 5.15pm and 7.15 pm...when no-one showed up by 8pm i phoned delivery dept...they told me the table was too heavy for one person and it had been re-scheduled...I understand that, but no phone call no nothing...I sat and waited for nothing when there was other things to be done..I will never shop sears again and also the other 1500 bucks I spent the day before I returned for refund...I was so peed of ...You have lost me sears...no goods, car repairs, tires nooooooo nothing...ohh almost forgot...thanks for nothing

    0 Votes
  • Sc
    Scott Dewberry Dec 01, 2008
    This comment was posted by
    a verified customer
    Verified customer

    I purchased a plasma tv from Sears in Januray of 07. This was a floor model and the salesperson told me that I should buy the extended warranty since the bulb life had been shortened because it was on everyday for God knows how long. I did purchase the warranty and wouldn't you know it the bulb burned out 2 weeks ago. When I called to order the bulb the rep told me it would be three days to receive it. On the eveningof the third day I did not receive the bulb. I called to follow uo and this rep told me that the part was on back order and they couldn't tell me when it would be in. I asked to speak to a manager. When the manager got on the phone, he told me there must have been some mistake because they don't have parts on back order. He put me on hold to check the status. Sure enough, th epart was on back order and gave me a ship date of 11/29/08. He said that he has been a manager there for over 10 years and this is the first time he has come across a part having to back ordered. I was pissed because they didn't tell me this from the beginning. This is the last time I will buy anything from Sears.

    0 Votes
  • Km
    km cox Dec 06, 2008

    I called Sears technician to replace broken icemaker. Soon after he left, my kids noticed it was leaking. Water was pouring out steadily onto my new hardwood floor. I quickly called 1-800-4my-home and told the dispatcher to get the tech back out here to fix/stop the leak. The dispatcher, in very broken English told me it might take an hour, but that he would contact him and have him return my call asap. I spent an hour using ten rolls of paper towels to keep my new floor from being water damaged, which was hard to do from my wheelchair. I had to call again and dispatcher gave me the same song and dance..'blah blah, might take an hour, blah..' In the end, the tech NEVER came. After five hrs of soaking up running water I was exhausted. I finally called customer relations[Texas] and they were not helpful at all, telling me that business hours are over and that I would have to wait until the next day.[!!?]

    I thought is was some cruel joke and reacted as such. Then the cust. relations guy had the audacity to ask why I was so upset. Huh? He did not get it, did not care. Calling an after-hours plumber to fix their mess would have been costly-out of my pocket. He couldn't promise reimbursement. I was outta luck!

    Don't call 1-800-4my-home. The dispatchers are outsourced in other countries and don't care if your house floods.

    I am FINISHED with Sears.

    Never again

    0 Votes
  • Wa
    Wals01 Dec 19, 2008

    I called Sears to repair my Kenmore refrigerator. We waited a couple of days, and then the guy charged us $593 for the repair. The 20 minutes of labor cost $251! When I called and complained, I jokingly said, "I didn't know technicians made $750 an hour now, " the woman was very snide, and said they are paid "by the job." Well, I won't be paying for another one, or buying another crummy Kenmore appliance either. They'll probably be the next company to ask for a government handout, because their customer service is beyond lousy.

    0 Votes
  • An
    anton Dec 26, 2008

    sears bloomingdale il. statford i got there @ 12;00 for great 6 a.m. 6 hr. sale they would not extend sale for 10 minutes, thats a good way to do bussiness in these bad retail times !!! good luck when you guys file B.k!!!

    -1 Votes
  • Ch
    charlotte Dec 30, 2008

    i had a lots of trouble with sears mastercard i call them about my bill i still get charges on my creditcard no help from them at all when this first started i call them everybody lie to me and me i have credit your bill then i closed it out and they send me a bill i said i closed this out they did not resolve my bill so do not get a credit card with sears they will lie to you

    0 Votes
  • Je
    Jerky316 Jan 02, 2009

    I called their automated line to make sure my account was still active as i hadn't used it since 2003. It was, but my credit limit was reduced by 3/4th of what it was originally. I thought it was strange, but had heard that some companies did that last year, so i got on to speak with a customer service agent. The first girl i talked to was nice, she told me that there was nothing she could see but could transefer me to a credit specialist that could look this information up. This gentleman was a real winner. He told me that my account has always had that balance and there was absolutely nothing that he could do about it. I know this was not true because when i had opened my account i had a much higher limit and bought 1 item that was almost $500 more than the current limit. We went back and forth for a bit, till i got fed up with the nonsense and asked to speak with a supervisor. He said that he was a supervisor... We go back and forth again for a bit and i can't take it anymore. I had him cancell the card on the spot and asked to speak to the complaint department. He said that he would transfer me to a supervisor then... The lady that answered on the other end sounded nice, so i asked the enevitable question burning a hole in my head, "Are you a supervisor? Yes. Was the last gentleman that i spoke to a supervisor? No." So this idiot that i spoke with in their credit department was not a supervisor, he blantently lied to me about that, now i wanted to know what else he lied to me about. I come to find out that their records show NO INFORMATION PAST 2006! So no they don't know why my credit was reduced, and there isn't anything that they could do about my old credit limit, even though i was never late and always paid off the balance!!!

    0 Votes
  • Ka
    kathryn cavallone Jan 08, 2009

    My norditrack a2105 keeps cutting off while using.

    0 Votes
  • An
    Anne Berlin Jan 28, 2009

    Mr. Johnson,
    I purchased a refrigerator from the local Sears store and paid in full at time of purchase on 01/10/2009. I have yet to receive my refrigerator. I have been notified 2 times that it would be deliveried in a 4 hour span at my vacant remodeled house where I have to wait outside in the cold and no one ever showed up or had the courtsey to call and notify me that to this date 01/28/09 the refrigerator has not come in. I also purchased a microwave and a dishwasher on the same day as the refrigerator that was deliveried on a different day. The microwave was the wrong color and had to be returned. I went to the store that day and they gave me an upgrade because that had it in the right color in the warehouse.
    Would you please check on this matter and let me know what I can do to get my paid for refrigerator?
    Thank you,
    Anne Berlin
    4711 Westgarden Blvd
    Alexandria, Louisiana 71303
    318-792-6266
    [email protected]

    0 Votes
  • Wr
    WRM Jan 30, 2009

    Seems to be the newest scam by credit card companies. The arbitrarily skip sending a statement in the hopes that the consumer will not remember that they used the charge card. Then they hit you with the outrageous late fee. Most companies will negate the penalty if you call them on it but not Sears Citibank, despite years of payment in full each month.

    0 Votes
  • Ar
    Arlene Feb 16, 2009

    If you have a Sears Card regular or pluss and you have Account Care for these cards are I think and credit card !!BEWARE!! Make sure that when you need to activate the Account Care so they can make the payments for you when you are having a hard time.
    Make aure and sign up days before the payments are due-So, if the ppayment is due on the 5th of the month make sure and sign up on the 1st of the month. And make sure and try and still make your payments until you hear that they are even going to start making payments and then make sure that you ask them how much they are going to pay. Because they only pay the min. payment that is due when you start, so if say you sign up and 20.00 is due and then the next month for some reason is is 24.00 is due you make sure and pay the difference because they won't pay 24.00 they only pay 20.00 and then you are late and then you have a 30.00 late fee. We did not know all of this when we called the Account Care that we had on or Sears Card .
    We just found all of this in the past few weeks after 180.00 in late fees and I am sure alot of lates on or Credit report. We were laid Off so, every thirty days we had to mail the stub from the unemployment check every month. It was really nuts. The Account Care protection with Sears is the worst. But, If you have a Best Buy Card and have the Account protection this one is the best.
    We didn't have a problem with this we called them up faxed the laif of letter and then they called us and said " that they hope this helps and deducted half of the balance" So, now we don't own them a whole lot and the payment is much less. And we are able to pay.
    They are the "BEST" But are for " Sears Account care " "BEWARE THEY ARE THE WORST "

    0 Votes
  • Ja
    James Wright Feb 19, 2009

    After waiting the four hour window for a dishwasher repair tech to arrive. I called and had to ask for a supervisor before I got the answer I wanted. The tech called me and said he was 30 minutes away. 1 hour later he showed up and sat talking on his cell in the van. After 10 minutes I tapped his van window and asked him how much longer he would be - he told be he didn't know he was busy on the telephone.
    I canceled the order and found a reliable company.
    Never again would I call Sears and it is my sincere hope that with the bad economy we finally get rid of this company.

    0 Votes
  • MAC Feb 19, 2009
    This comment was posted by
    a verified customer
    Verified customer

    MR WRIGT THEIR ARE ALOT OF INOCETN PEPOPLE WHO ARE CRENTLY WOKRNIG FOR SERAES

    I DO NOT WSIH TO OFEND U BUT U SHOLD RECONDISER YOU'RE DERSIRE TO SEE THEM LOSE THEY'RE JOSB'S

    ESPECILAILY IN "" THIS " ENOCOMY, ,

    AS U SO ART FLULLY BRAUGT UP IN YOU'RE POTSNING ON COMPLAIBSTORD, COM

    MY BSEST REGRADS AND I HPOE U WILL RECOSNIDER YOU'RE POS

    Dr M A CARNARVORO

    1 Votes
  • Tu
    turk Feb 22, 2009

    We bought a Kenmore refrigerator in July 2006 (side by side with bottom freezer). It was the top of the line.

    We just noticed cracks in the liner at the bottom corner, so we contacted Sears and got "sorry", it's out of warrantee. Called the tech department to see if there was an unannounced manufactures recall and/or extended repair. The Tech I spoke to agreed that two years is very early to get this problem (actually shouldn't get this problem at all), but all they can do is recommend a repair kit (#482395).

    My solution is to recommend that potential buyers stay away from Sears refrigerators, unless they warrantee the liner for more than a year.

    0 Votes
  • Ba
    Barbara Feb 25, 2009

    Bought a GE stove with $65.00 Rebate. Filled out all the required paperwork and mailed in. Called rebate center 2 times. Waited 3 weeks after calling first time. Individuals on phone both times say the same thing. That they just started opening the rebate envelopes and to call back in a couple weeks. I will never buy another product from Sears.

    0 Votes
  • Ma
    Mary Morris Mar 24, 2009

    Trying to pay my account, the Bionic voice did NOT recognize my acct.no. or me as the Primary Cardholder!!! Submitting my husbands data did NOT work either!!! Trying to talk to a PERSON did not work eeither!!! Allison to whom I spoke tsf. me to the Bionic voice when I asked TWICE to speak to a person!!
    I worked at Sears for 18 years & I am not recognized??? Something is very wrong when a customer cannot speak to a HUMAN!

    0 Votes
  • Go
    Gordon Apr 29, 2009

    Add me to the list of complaints about the almost disastrous refrigerator. Mine was also purchased new in March 2002; it is the Coldspot Side-by-Side. Two days ago I left home for 15 minutes and returned with my 2 children to a kitchen filled with smoke. I turned off the main breaker and waited for the Fire Dept who pulled my refrigerator out and took the back off. They found that the compressor was hot and the relay was melted, just like other complaints have stated. I am wondering how many people were not at home when their Kenmore refrigerators burned their houses down. This is unacceptable.

    0 Votes
  • Ra
    Raul May 05, 2009

    On April, 6 2009, I purchased a clothe dryer from Sears. Total cost of $682.93 which included a $75 delivery fee. When the dryer was delivered the next day, it was not set up correctly for venting. The original sales person (Ann) assured me that the dryer could be vented the way I needed it, however, and apparently, she was wrong. An employee at the Sears warehouse informed me of the problem on the 8th of April, but she (Kim) could not offer a solution, and according to her no one at the Sears warehouse or any where else could help. Kim, told me that there was no manager at the warehouse or anyone else that could address the problem. She told me to call customer service. Customer service was no help at all, They made a mistake, the dryer can not be vented the was I needed it to be vented. On April 10 I informed Sears customer service that I was working on reconfiguring the venting problem at the house and that I would let them know when the carpentry was finished and they could then re-deliver the dryer. On the next business day, I received an electronic phone call from Sears, informing me that my order was canceled because the item was no longer available and that I would be receiving a refund in the same manner that I paid for the item. When I Sears, I was on the phone for an hour trying to straighten out the problem. I was disconnected several times, and in the end, no one could tell me why the order was canceled, when I would receive my refund, or if I would be refunded the delivery fee, but I was told, that I most likely would not receive the delivery fee. Now Sears has my $683.92 and my dryer, and the only answer I could get was "someone was just lazy". I called the general manager, Sarah Morand, of the Sears store where I made my purchase, and was only able to speak to an office worker, Mary. Mary, would not let me talk to Sarah Morand, but assured me she would have Ms. Morand return my call. Mary returned my call and told me to call the original sales person, Ann Vo, the next day and replace my order. Mary did not pass the information to the general manager, she just blew off the problem to the sales clerk. Even calling the person at the top did not work. Sears still has my money and my purchase, and I have not heard a word from anyone at Sears.

    0 Votes
  • La
    Larry Zamrzla May 07, 2009

    My wife and I bought new frames and lenses and frames two years ago, We went in today May 7th with prescriptions to get new lenses for our two yr. old frames. We have insurance that will pay for the lenses with a 25 dollar copay. By the way the original glases were bought at sears in Salina. We were told that we would be charged 25 dollars for useing the old frames . We feel that there should not be charged for likeing our old frames well enough to want to keep them for one more set of lenses. We picked up our prescriptions and left. I feel like we were being screwed. Larry Zamrzla.

    0 Votes
  • Re
    Renee Jun 01, 2009

    I bought a chest freezer for my family to assist in saving us money over time by not eating out in April. It is now the 1st of June and the freezer is not freezing the food. I called to get someone out and was told that I would not be able to see anyone for two weeks (17th). I sure hope they plan on paying for my lost food here. I have no room in the other freezer and some of it is already going bad. A brand new appliance shouldn't fail in less than 2 months...this sucks...no more sears appliances for me and YES it is a Kenmore!!!

    0 Votes
  • Up
    Upset in NJ Jun 03, 2009

    STAY AWAY from SEARS REPAIR SERVICE
    I made an appointment, took off from work to be there during the time frame, called the morning of to be sure we were on the schedule, gave my cell phone number as a back up. When I called later in the day to inquire about the appointment, I was told that a message was left on the house line that the appointment was cancelled. No business should be allowed to continue to operate when they have such a bad track record. STAY AWAY!!

    0 Votes
  • Td
    tdtomlins Jun 04, 2009

    Sears routing Department

    Been trying to get service for my air-conditioner for it failed and I have a warrenty work. The OVERSEAS guys (very nice) schedule it all wrong and below are some US numbers.

    They will not necessarly tell you but you can Setup an appt and ASK for the ROUTING DEPT.

    1.888.507.9312 (us Service department)
    1.800.827.6655 (US Warranty Dept)

    Note: I have been on hold with the routing dept for over 1 hour and not sure what to say. I will update with anything I can give you.

    0 Votes
  • Je
    Jeff Jun 06, 2009

    Let me see if I understand? The customer here leaves her food in the refrigerator and that is somehow Sears fault? Common sense says that when you are exchanging or replacing an item you have to ensure it is empty.

    -1 Votes
  • Ro
    Robin Jun 10, 2009

    If they were early to deliver I understand being rushed and forgetting things in the door.

    0 Votes
  • Ro
    Robin Jun 10, 2009

    I scheduled repair for 2 appliances, they told me the day between 8am and 5pm. I said that was unacceptable; could they give me a smaller time frame so I would not have to miss a whole day off from work. They informed me the morning of my apt someone would call me to give me a better idea of the time. By 9 no one called so I called & spoke with Dixie #8014642 who would not even address the issue & talked over me. She just kept apologizing, but could only inform me someone would call by noon. She refused to let me talk to a supervisor. Did not say they would be here, only call. I'm frustrated. I can't make ends meet now, I should not have to take an entire day off from my work. Sears needs to change their policy! I asked from 8am to noon or noon to 5pm but they would not. Sears has good products, even the service is ok if I just did not have to miss a whole day of work for what will be less than an hour of their time. :-(

    0 Votes
  • Ro
    rosa clavell Jun 19, 2009

    Hello my name is Rosa Clavell. I am extremely upset beccause imy central air conditioner broke down and i called Sears repair service on Monday and they couldnt give me any appointments till Thursday. When Thursday came around i didnt go to my job waiting for someone to come to my house to fix my air. At first they told me that the appointment was at 12:00 and when i called again they told me that the technicians appointment was from 1:00 to 5:00, that i had to be expecting him from that time to that time. I called numerous times spoke to different people and they kept tellin g me that he would get there in a short time that i should keep waiting. I kept calling and the only thing that would come out was an automated machikne telling me that the time of appointment was from 1:00 to 5:00. When 5:00 came around and no one got to my huse i was extremly furious. I spoke to someone who told me that the technician had been appointed by his manager or supivisor to go to another house and that he should reschedule my appointment. Every single person i spoke to i would tell them that my mother has cancer she has chimo she 1s impertinent, which means that she pees on herself, also she has lack of oygen and oc. My husband recently got operated and he has high blood pressure, his pressure was through the roof and has been through the roof. I also have a new born baby in the house. My house DOES NOT have indows and im not getting any breeze through the house. I spoke to Fernando, Armis which is the technicians route supervisor, and i spoke to Daisy. Daisy spoke to her manager and her manager told her that i couldnt get anything before MONDAY!! I payed alot of money and i payed for the insurance of the air conditioner so that when/ and if something happened to the air conditioner i would get insurance and coverage. All these people at Sears are liars!! First they tell me that hes going to be late and then they told me that they send him a message to his phone so that he would be arriving soon and now there telling me that ON MY WAY TO MY HOUSE HE GOT SICK!! Also, i asked fernando, the supervisor that he can not tell me the other respresentatives name!! What type of customer service is this?? Intop of that they told me that theres only 2 supervisors in the city of hialeah. Theres people out in the streets dying of hunger without jobs and then theres stores like these, Sears, that URGENTLY NEED workers but because they dont want to spend a little bit of money there exloiting there only 2 technicians. In a city were thousands of people live and were every house has an air conditioner some airs are bound to brake!! I will not be buying anythng else at SEARS! They jut lost a customer!!

    0 Votes
  • Ra
    rain_drops Jun 19, 2009

    Some idiot was being sarcastic and rude to me...I want to hit him in the store; a store shouldn't make me want to break the law.Wayne from Ottawa Sears Rideau centre is a jerk!You can't miss him he's a fat, old guy with huge glasses and a 80's style shirt.I'm not into putting people down.But he made me angry!

    0 Votes
  • Ms
    Ms. Dorothy Young Jun 26, 2009

    I spoke to a phone operter this evening she tried to help me with my problem so i ask for a supervisor his name trini he couldnt help me with my problem so i ask for corporate phone number he told me he didnt have a number. So i deciced to call 411 off my house number they listed was 1800-349-4358 i spoke to a woman name Sharon she told me she dont have a corporate number to give out. I thought that was real disrespectful because i have purchase several items with Sears before. The reseason of this complaint is i have a Refrigertor i purchase the repair man have been out to my house several times before for problem with this refrigertor this time it has went to far its has went out! It's has ruined all of my food i just bought. i called them on a Thursday and the next available tech. wouldnt be out until monday afternoon. So i will be out of a refreg. no cold water no milk for my daughter new born child the weather is hot is hell an the most important this is this freezer has mess up my hard wood floors that i have to repair. signcerly Ms Dorothy Young

    708-223-0652

    0 Votes
  • Km
    k moore Jun 30, 2009

    I just had a really wonderful day with Sears. The repair man, who tapped on the door, would not repair a part on my lawn tractor he said I broke. First, I do not believe anything laying in my yard should be able to break the mandrel. The thing looks like it was sliced. I'm sure I would have heard something like that. He said the $300 + dollar warranty a repairman sold me about 6 weeks earlier did not cover it. I don't think I broke it but even if I did, you charge me for a warranty and state "it covers everything including the belts". Then I talked to three people and sent an e mail to the complaint department. After I wrote my complaint, I got an automated e mail giving me two numbers for service and if I needed further assistance reply to the e mail. WTH do you think this is?

    0 Votes
  • Pa
    Parker Jul 11, 2009

    I had a very bad customer service experience with Sears concerning the purchase of a washing machine and dryer. The nature of this is as follows:

    1.) It smelled of "bait and switch". 2.) Sears displays items on their showroom floor that are "not available" but customers may not find out about this until the items have been paid for. 3.) Sears refused to issue a refund when it was obvious to me that they had a very limited stock of washing machines that were available.

    Therefore, I am filing this report.

    On Jun 13, 2008, I bought a GE washer (Sears #02637782000) and matching dryer from the Sears store in Westminster, Maryland. The washer failed (bad transmission diagnosed by Sears Repair Service) within four months of purchase.

    Sears ordered a replacement GE washer. The transmission failed on the replacement washer within two weeks of delivery.

    I returned to Sears and told them I wanted to return the second defective GE washer and dryer. I picked out a matching Maytag washer and dryer. The dryer was delivered but the washer was not. I went to Sears and asked about the status of the Maytag washer. The sales associate could not retrieve any information and made a call to a woman named Ann who told me "That Maytag model is no longer available."

    I told Ann "OK, I’m in the showroom looking at another Maytag washer that costs $40 more. But this washer doesn't match the dryer you delivered two weeks ago. If you have this model and a matching dryer I’ll take them but you will have to pick up the dryer that you delivered two weeks ago because this Maytag washer and dryer have silver consoles and the first Maytags I ordered are white."

    Ann told me "That Maytag washer is no longer available either and if we pick up the dryer that was delivered two weeks ago, we have to charge a $60 restocking fee..."

    I told Ann that when I bought the Maytag washer and dryer, I was not informed that the washer was not available. She told that if I didn’t want to pay the 15% restocking fee, I could pick out a washer “similar to the dryer that was delivered” . I told Ann that I wanted Sears to pick up all merchandise and issue a full refund. She said that Sears could not do that.

    I spoke to Ann’s supervisor and the supervisor waived the restocking fee. There weren’t many choices left. I picked out a Kenmore 600 washer and dryer that were on display. The supervisor informed me that the washer was “not available". Note - "not available" did not mean "not in stock".

    The supervisor then informed me that the Kenmore 600 washer had been replaced with a newer version and gave me the model number of the newer version. It was not on display or on the website.

    I agreed to the delivery of the newer washer IF it matched the Kenmore 600 dryer on the salsales floor. I asked the supervisor if they matched. She assured me that they did.

    On October 26, the washer and dryer were delivered. They did not match. According to the driver, this is because the Kenmore 600 dryer was a 2008 model and the Kenmore 600 washer was a 2009 model. He said the 2009 Kenmore 600 dryer was “not available yet”.

    I called the Westminster Sears and asked for the manager’s name. The woman who answered the phone refused to give me his name but said that I could speak to him. I agreed, told her the nature of my call, and was put on hold. The woman returned to the phone and told me that the manager was in a meeting. I left my name and phone number and insisted he call me. He never did.

    I contacted Sears corporate and they eventually sent a matching dryer.

    I do not hold Sears accountable for failed GE washers. However, to have a showroom with several washers on display that are “not available”, with dryers that “are available”, and merchandise that “is available” but not on display materially or virtually binds the customer to deceptive marketing situations.

    0 Votes
  • Vi
    Vick Jul 21, 2009

    I bought a Pro Tram Treadmill from Sears on 11-28-08. Took off time from work on Dec 12 for delivery and set up. Item was set up and did not work at all. Set up was lousy. Then bars on the treadmill were all loose. They left the treadmill and another one was to be delivered on Dec 17.They came to deliver but did not know they had to pick up the 1st treadmill that did not work. This person said that the treadmill was not put together very good. When they took the new treadmill off the truck, it was damaged. They loaded it back on the truck but also left the 1st one here. Now on Dec 20 a new one was to be delivered. I get a call at 7:30 am saying the treadmill is damaged and would have to order a new one. I said NO. So I called there 800# and spoke to a specialist who could'nt do her job right. She said they could come out on Dec 21 to pick up the treadmill. I called on the 21st to see what time and of course I was NOT SCHEDULED. So I spoke to Abbey who said she would call me back but did not. When I called the 800# back and tried to talk to a supervisor I was on hold for 37 minutes. Thirteen of those minutes I was waiting for the supervisor to come on the line. I still have the broken treadmill in the bedroom. It is suppose to be picked up on Dec 30. But they think they are delivering another treadmill! I will never ever buy anything else from SEARS. They stink and so does there customer service department.

    0 Votes
  • La
    lawnmower Jul 29, 2009

    in had my mower repair in march cost 180.00 ok thing happen. july same problem with mower. take back to sears. this time they tell me 3 days over the 90 day repair warranty not happy but what can i do. twooweeks later get a call from repair center 259.00 to repair this is bull. go to repair center 19 year old girl claiming to be manager looks up this problem and last problem. then tells me they must have missed the real problem last time. ha ha.
    I THINK IF IT WAS DONE RIGHT LAST TIME I WOULD NOT NEED A NEW ENGINE ON A 4 YEAR OLD MOWER.
    MY HOUSE HOLD USE TO SPEND 7 OR 8 HUNDRED DOLLARS AYEAR AT SEARS. WOULD YOU LIKE TO GUESS HOW MUCH WE WILL SPEND FROM NOW ON.
    BILL HARRIS

    0 Votes
  • Ja
    Jack Jul 29, 2009

    Saturday - July 18 - 09 8 a.m.
    Sears technician - Edwin/ID #0499285
    PROBLEM: Refrigerator leaking - puddling in front of refrigerator
    Techician performed the following - his comments: Found tube to filter housing leaks - repaired and installed new filter (MY COST - $ 67.53) tested - o.k. no leaks
    LATER THAT EVENING : : : :
    PUDDLE IS BACK ! Problem persists
    Now the inconvenience of again having to schedule a technician -

    I am a long time Sears / Kenmore fan -
    this problem needs to go away-please.

    0 Votes
  • Mo
    mottda Aug 03, 2009

    Our washer has leaked three times in the past two years causing extensive water damage to our finisher basement. We were told that the filter had to be cleaned regularly but fter doing that we still have problems. The solution is that our warrantee is over and we are out of luck! Worst washer we have ever had and the last Sears model we will ever buy!

    0 Votes
  • Ca
    CAMPER Aug 06, 2009

    In late 2006 we purchased a bosch dishwasher that wasn't hooked up till feb. 2007 we also purchased a kenmore refrigerator with bottom freezer same dates and a kenmore dryer same dates. Well the dryer had a problem within four months of usage so it was fixed under warranty. The dishwasher ($1600.00) went approx 2 months ago it wont drain out so far have not called a repairman. Well the icing on the cake is we were away for 2 weeks holiday and folks were checking our home but had no occasion to open the fridge. Well the fridge part had stopped working so i had to spend hours cleaning it to get the horrible smell out plus throw out over $200. Worth of food. I purchased $100.00 worth of food last night as we thought the fridge was working as the gauge lights came on .. This morning all was for naught. So here we spend a lot of money at sears and do not get credible products.

    0 Votes
  • Ge
    genegene Aug 06, 2009

    Scheduled an appointment with Sears Repair Service for the repair of myFreezer / ice maker for 5 Aug 2009 between 0800 and 1200. On 5 Aug I never received a phone call telling me when repair person would be at my home. I waited the allotted time of 0800 to 1200 but never heard from Sears, I called scheduling numerous times during the day, each time being told a different story as to when a repair would take place. Some excuses were "my computer shows the technician never began servicing our customers..." I have contacted routing and they have assured me that the technician will be calling you soon.. he has just finished his last call and you are next.. ps I waited about 2 hours for this to happen but nope" The last excuse was that they didn't know the status of the technician but that Sears would be by my house today. I told the supervisor(?) that I was filing a complaint on this web site and poof a technician shows up to my house to repair my ice maker. Funny thing though.. he says he was only given the job order a half hour before arriving to my house.

    0 Votes
  • Se
    searsmonkey Aug 08, 2009

    Contacted Sears Repair Center again for He4 dryer failure. Apparently, the circuit boards that control the interface or buttons to the dryer failed again. This is the 3rd failure in less than three years.
    Requested technician appear with replacement board (signs and symptoms of failure confirmed with Sears Repair Operator and each time it fails the same way). I was assured that the tech would arrive with a part.

    He did not arrive with the part. Said the operator simply reported that operator just reported "dryer doesn't work." Technician confirmed my understanding of the failure mode for the dryer and the need for the circuit board to be replaced again. Technician told me he would order the part for arrival in a week. Sears would have to be contacted to schedule service tech to install the board.

    You have to wait at home, take two days off of work, waiting for a technician to call you. If they call you and you don't answer because you happened to be in the shower the night before, you will have to reschedule the process and wait another week.

    Why Sears doesn't carry parts in their vans for very high frequency repair problem with their dryers is beyond my understanding. They way they handle their repair process doubles the true cost of repair, and ultimately the cost of our repair service protection plans. It also costs self-employed owners time and money awaiting multiple techs to arrive to repair the dryer. And, you are forced to go three weeks without a dryer.

    I really cannot recommend or consider Sears as a store or company to do business with--save purchase of disposable products. Those products can be ordered over the internet with other vendors for less money.

    We used to have a very good opinion of Sears--not now.

    I think the joke about 1, 000 monkeys and 1, 000 typewriters leading to a randomly generated readable and useful document applies to Sears. They must have hired the monkeys without their typewriters to run the company, and the monkeys are hoping that at some point they will randomly produce a good service and customer support process. So far, no success.

    0 Votes
  • Gr
    Grass Valley Folks Aug 14, 2009

    Took a pressure washer to Sears for repair and they refused to return the product to me. They say, "There's a story behind this item, " but refuse to tell me the story.
    They're arrogant and ignorant and their management skills stink!

    0 Votes
  • Al
    Alvi Aug 14, 2009

    Rebate said "free installation" for a dishwasher that i bought. When came time to get the rebate, they wouldnt give me the full install-cost because apparently my purchase didnt qualify. The shifty thing was that they referred to a rebate offer # that was not the same offer # that i was given during my purchase. My rebate offer was still valid but somehow these other rebate offers also kicked in with additional restrictions that caused all the hassle. In the end i got $100 less than what i expected for the rebate amount.

    0 Votes
  • La
    laurELLA Aug 21, 2009

    I had a service appointment because the brand new washing machine door does not close correctly, THEY DID NOT SHOW UP, 20 minutes to get a human that did not speak english to apologize and thank me for shopping sears, are you kidding. I will be home for the sixth day waiting for sears on my next tuesday appointment. DOES SEARS CARE ABOUT THE LAST FIVE DAYS IVE WASTED WAITING FOR HORRIBLE HORRIBLE SERVICE. I am a nurse, if I gave care the ways sears does your loved ones would be doing very poorly

    0 Votes
  • J8
    J8k6 Aug 26, 2009

    I purchased a garage door opener from Sears. In approx within a year it stopped working. I went to Sears Craftsman online to see if there was anything I could do to fix it. I was told 3 different things to try and if none of them worked to take back to store. I tried and nothing worked so I took down the opener and went to Sears. I took to home store for repairs and was told they don't work on them unless they are installed. They wanted me to put the opener back up and they would come out to fix it. Oh yes, there will be a service call charge. Even though the opener was under warranty. I finally gave up and went to Sears and bought a new one. I bought another Sears so I wouldn't have to replace all the tracks. I bought one that was on sale that was the same as the one I took down. I asked if the remotes will work from the old one on the new one. I was assured that since the old one was from 1999 that the remotes will work so when I bought the new one I only got one remote opener. Well of course the remotes didn't work from the old one on the new one. What a runaround. I emailed Sears Craftsman help line where all this started and told them after all this all I want is another remote controller. They refused. A week later the same unit was on sale for the same price I paid but with 2 remotes. I am not going through the 2 hours to take down the opener and return just so I can get 2 remote openers. This company lacks any kind of customer service. I used to buy everything I needed if it said Craftsman.

    0 Votes
  • Ar
    A R D Aug 26, 2009

    On February 2008, I purchased a Kenmore 27. I was told that the delivery fee would be refunded via a rebate. The sales person completed the rebate paperwork himself, placed it in a Sears' envelope, and said that he would mail it himself. On March 16, 2008, I received a letter from Sears stating that "the refund amount was unable to be determined by the rebate receipt." This bewilders me; all the paperwork was completed by Sears, who else but Sears would know the rebate amount. A friend told me that he had also experienced the same incident from Sears. A search of this site returned over 700 complaints against sears. Where a choice exists, I will not do business with Sears.

    0 Votes
  • Un
    unhappy costumer Aug 27, 2009

    What a poor experience all the way around. My refrigerator was delivered with a part missing. It took me hours to explain the story over and over to costumer service until the finally agreed to send their repair service. The repair service did not come within the 4 hour window and I had to wait several days for the next appt. in the hope that this time they would make it. The worst thing was the costumer service's attitude of nothing being a big deal, not even me taking off half a day of work. This for sure will be my last appliance from Sears.

    0 Votes
  • Sh
    Shift77 Sep 06, 2009

    This company not only are they not honoring them they continue to try and sell senior citizens extended warranties that are 40% of the sale price which I see as excessive since you should not pay more than 10% of the purchase price for an extended warranty. My parents recently experienced a salesman Sears store try to sell them an extended warranty on a washing machine that was a little over 40% of the sale price! They didn't buy it but then they had a refrigerator go out about 2 weeks later and the same Sears store refused to fix or bring them another one and it did have an extended warranty! Sears has quite a long list of complaints! An investigative reporter at WABC-TV in New York had some success getting a refund for one consumer but Sears wanted the consumer to sign a document that said there could be no publicity regarding the settlement! I'd like to see them get some publicity. Just stay away.

    0 Votes
  • Da
    daddyyona Sep 10, 2009

    THE STAFF IS SUPPOSE TO HAVE SET HOURS BUT THEY DONT. IF THEY CLOSE AT 8:00PM AND A CUSTOMER WALKS IN AT 8:00PM THEY ARE SUPPOSE TO SERVICE THAT CUSTOMER. THAT IS A LOAD OF BS. THESE PEOPLE HAVE A LIFE OUTSIDE OF SEARS AND THEY SHOULD BE ALLOWED TO TELL THE CUSTOMER TO COME BACK THE NEXT DAY. THEY ARE MADE TO LIE TO THE CUSTOMERS BECAUSE IF THEY SELL A $9.95 PACKAGE THEY GET THEIR BUTTS REAMED. PEOPLE SHOULD JUST BUY A CAMERA AND TAKE THEIR OWN PISTURES, IT WOULD BE A HELL OF A LOT CHEAPER. THE JERK THAT RUNS CPI SHOULD HAVE TO WORK AFTER QUITTING TIME. I WOULDNT RECOMEND SEARS TO ANYONE.

    0 Votes
  • Ju
    Juliana Sep 15, 2009

    On June 25th, 2009 I purchased a microwave and electric range from Sears in Kennette Square. The items were delivered and installed within a few days. The first time I turned the oven on, smoke began pouring out at an alarming rate. I assumed this was some sort of coating that had to burn off my new range. The next day I placed a turkey in to bake and left for 20 minutes to grocery shop. When I returned, my house was full of smoke and smelled awful. I turned the oven off and threw the turkey away. At this point, I thought I should try cleaning the oven. I turned on the self cleaning oven and went to bed. An hour later my special needs child woke me terrified because she couldn't breath. We had no choice but to sleep outside on our deck that night and the next. With my husband in Afghan and the economy the way it is, we couldn't afford a hotel room. The next day I called SEARS to explain the situation. The local store told me to call customer service and this is where my nightmare truly began. During the very first phone call I was told 'yes, that is a defect' and was told they could deliver another stove in 21 days. 21 days? without a stove? Why should I be made to wait 21 days? I was told that was the only day available. No apology for nearly killing me and my child...just a promise to send another stove in 3 weeks. After several phone calls and hours on hold, I finally was able to convince them to bring the replacement stove within a week. The second stove arrived and was dropped and damaged on my front porch. Once again customer service was called and I was told to accept the stove with the damage and they would send me a gift card for 50.00. I didn't want a damaged stove, I wanted the stove I paid for so, I refused delivery at which point they told me again that it would take several weeks for a replacement. On July 12th, 2 weeks and 2 days without a stove to cook on later, the third stove arrived and was installed. We asked to test the oven before signing for delivery. They refused to allow this and after several minutes of talk back and forth the stove was removed from my home and returned to SEARS. The next day Monday the 13th of July I called the store for a refund. As I had paid with a check I expected the same in return. I was told service/delivery had to make the refund. Customer service told me no problem, you'll have a check within 10 days. Great! So, I called Lowes, bought a new range from them and had it installed that same day...no problems. Then I sat and waited for my refund...and waited and waited...no refund. Meanwhile, finances are taking a major hit...this was a thousand dollar range, I can not afford to simply GIVE SEARS a thousand dollars! It is now August 17th and still I havnt recived a refund or an apology. I was offered a 50.00 dollar gift card to be spent at SEARS for my troubles. When I asked them how they determined that the safety of my child was worth 50.00 I was told I didn't have to take the gift card. I have spent countless hours on hold and countless more being treated as if I did something wrong. Ive been promised a refund and am DUE a refund. I contaced a lawyer who told me I really have no claim and he could get me a refund but, it would cost me as much as the range is worth. His advice is to wait them out as they will at some point send me my money. I just don't get it, SEARS doesn't need my $1, 000 but, I do.

    0 Votes
  • Bi
    bill fulton Sep 16, 2009

    Ive had problems with the sears store in Henderson.NV Parts and service dept and Sears clearance Ctr.
    issues with product where not resolved.
    this department was not at all busy at the time, and yet Pam and her staff would rather watch tv's in clearnce
    with arms folded than be bothered.
    I did not get my craftsman table saw fixed.
    went to home depot instead and bought a new one.


    d

    0 Votes
  • Ma
    Maskes Sep 16, 2009

    I went to sears auto shop on January 2nd at around 1 pm and bought 4 new tires for my camry. They told me that it would take about a couple of hours so I walked into the mall while waiting for the tires to be installed. They finally called me at around 5 pm, so I went back to sears to pay and pick up my car. After I paid them (they charged me $599), I went out to the car and started getting ready for home. But before I left, I decided to take a look at my brand new tires. I was very frustrated to see that it still had the same 4 old, wornout tires! I hurriedly went back in and asked them about the 4 new tires that I just got charged for. And because it was the beginning of the year, I tried to really keep my composure! The service guy said that "apparently, another car that looked like mine came in to get an oil change...But instead it got the 4 new tires and I got the oil change." I recorded all these on my cellphone too. Golly, the other guy only paid around $20 for 4 brand new michelin tires, and I paid $600 for an oil change...Plus I had to wait almost 4 hrs for it!.The service guy the credit card transaction, and I was too frustrated to wait again, so I just went home. I called sears main customer service hotline and I was told that the mgr would call me w/in 48 hrs. It is January 7th and I still have not heard from these people. I am calling them again to take this to the next level...So to all the consumer...Beware what these servicemen are doing to your car!

    0 Votes
  • Sa
    Santo Palomo Sep 16, 2009
    This comment was posted by
    a verified customer
    Verified customer

    It is January 7th yet your posting is September 16, 2009?
    You were willing to walk out of losing $600, no new tires, and instead get an oil change?
    And, now, its over 8 months since the incident?
    Either this never happened, you've got other gipes with this retail establishment, and/or
    you really have a lot of money to not worry about losing $600 for an oil change.
    I guess you've done it to yourself?

    0 Votes
  • In
    Intentionally bad Sep 19, 2009

    I called for service on my new range and the repairman never showed up. I wasted my day off waiting. No excuse, just didnt show. So they rescheduled me for 2 weeks later. That day I called at 845am (and you can check they have a record of my call, I asked is he coming and was told yes.) At 350pm I called again and they said the technician called me repeatedly and I wasnt home. I am a physician and I was on call. First, why would I call you if I wasnt home!!!??? Second, he lied becasue my cell phone records EVERY call and I was never called. I offered to run over to the local sears store and show them my cell as proof. They put me on hold for 15 min periods. It was a culture of clowning around.

    I then went to the internet trying to find someone in the know and I found entire websites out there about sears bad repair service. I cant believe you wasted 3 of my weekends. You need to make good on this intentional and reprehensible behavior!

    0 Votes
  • Na
    Narimantas Sep 24, 2009

    Purchased SONY 40 inch KDL 40S5100 television at sears store (avenues mall, jacksonville, FL) on July 4th 2009. Picked up the TV next day (Rented a UHAUL to carry it) After going home I opened the box and found SONY 32 inch TV instead of SONY 40 inch TV which I purchased. They gave me SONY 32 inch TV which is packed in 40 inch box. I was shocked.

    On July 6th I went to sears store with the TV and spoke to store persons, they said manager is not here come back tomorrow. I went again to store on July 7th talked to manager and he said its not our problem you should contact SONY. I contacted SONY, talked to consumer manager and she contacted Ed Maney from SEARS. I got call from sears on July 8th evening saying that they are not going to deliver the 40 inch TV.

    Again I contacted SONY, they said its not our issue you should contact SEARS.

    I am asking the TV which I purchased, no one is tracking the TV which I got and to whom it belongs to.

    0 Votes
  • As
    Ashishkumarpatel Oct 06, 2009

    I bought mens wear at sears and submitted rebate for $50 reward card. The rebate appeared to be successfully submitted on Sears web site and after few weeks it appeared "paid" but I never received it in mail.

    I followed up 5 times by using "contact us " feature (there is no phone number you can call) and everytime they would send same automated response to wait for 3 weeks. I have waited 6 weeks for the rebate and followed up 3 times for the rebate but they would not send it.

    I will NOT recommend sears to anyone in future.

    0 Votes
  • Ro
    rodboy Oct 07, 2009

    We had cabinets refaced and what a mess, cut the wrong sink, leak after installation, glue everywhere, lamination coming lose on ALL DOORS.

    At first they helped and then stopped returning calls, weeks to get a service person out

    0 Votes
  • Mt
    mtghahrem Oct 14, 2009

    I have been a customer of Sears for twenty years and am now retired on a fixed income; however I always buy my major appliances such a 51 inch TV, VCR, watches, and more solely from Sears. Last year I purchased a riding tractor lawn mover in Tampa, FL for the amount of $ 1250.00 and put it on my gold Sears card based upon a promotion of 12 months free of interest charges, I set-up my account in such a way that Sears received $110.00 every month for period of one year .Through out the year I purchased more items . At the end of August I called Sears customer care line and asked for my balance, they told me that they have added financial charges because the account had not been paid fully, I mentioned to him that the payment for the riding lawn mover was paid and I am still paying on other items. The gentleman said do not worry you have a two week grace period and you are within you time slot and to go ahead and make a full payment of $ 389 .00, we will waiver the financial charges; I did exactly that. This afternoon when I called the Sears customer care line to find out if they had received my payment or not; I spoke to a gentleman by name of Jordan L 1. He was very uncaring and rude and finally he said that I am sorry if our rep. had told you that we would waiver the financial charges however, I am the final authority in this matter and I will not grant you this waiver. I told him I was a valuable customer for many years, and with Sears reputation to please look into this matter because I have paid the amount I owe. He was very hurtful and unwilling to cooperate with me. Please look into this matter and I hope you can find a solution that will satisfy both of us. Thank you.

    0 Votes
  • Ca
    cambjk Oct 20, 2009

    when i scheduled my appointment i told the person my dryer was not drying my clothes, and i needed service asap. i was told it would be serviced in 2 days.I chose the early am slot . he would be here at 10. at noon i called and was told he ran into a problem at his first call, he would be here at 1. at 4pm i get the call from the tech to tell me he's comming from 20 miles awayand that there was a $75.00 charge for fuel and it was after 4.i told him to keep driving! I took a day off from work for this! Never again will i buy a kenmore product or a sears or shop at a k-mart/sears owned. i called a local appliance store and they sent out there tech the next day at 730 am, fixed the problem and also inspected the washerfree of charge the total bill was $ 65.00 So if you're in the N.B. area call Stan & pauls in Dartmouth Ma. it's no wonder why sears is dying

    0 Votes
  • Ch
    Charlied72 Oct 25, 2009

    Your grammar is beyond horrible. More info and proof read your post first.

    0 Votes
  • Op
    optimisticlady Oct 26, 2009

    I have had better success by contacting my local store manager anytime I have a problem with Sears. The manager does not want people going around "dissing" Sears and particularly their store. Why not give them a try? It has been proved in studies that an unhappy customer will tell ten people while a satisfied customer will only tell one or two. What would you do? This applies to other retail establishments also.

    0 Votes
  • An
    Anthony In San Diego Oct 29, 2009

    I purchased a brand new whirlpool duet dryer on september 7th 2009 form a local sears store. A little over a month passed when the machine stopped working... Called service and they set up a repair appointment for 4 days later. My window for this appointment was from 11:00 to 5:00 pm which I stayed home the entire day. My repair tech aclled at about 4:30 pm to inform me he was running a half hour behind which now put time of arrival at 5:30pm... When he did not show and several calls later, one of which sounded like a was talking to a woman in India with poor english skils. The repair tech showed up at apprx 7:45pm. After a few minutes I was told that I would have to wait a week to get the part in from Chicago... This is totally rediculous since the tech knew exactly what the problem was and never even bother to plug the machine in to check it??? He informed me that this is a very common issue with this particular dryer being the electrical board is bad. Sounds to me like a recall isssue that sears should have already corrected before selling these dryers knowing the problem exist??? Now I will have to wait another week (( 2 weeks total )) before I can get this dryer repaired which remember is only a month old??? By the way... I have 2 small children and 2 adults in the home and no working dryer... Bad business from SEARS!!! I will never purchase another appliance if anything at all from SEARS!!!

    Anthony in San Diego

    0 Votes
  • Mi
    M ike davis Oct 30, 2009

    I BOUGHT A FUJUI CAMERA FROM SEARS AND THE SALESMAN TALKED ME INTO BUYING THE WARRANTY. I BOUGHT IT BECAUSE IT CAME WITH A FREE INSTPECTION AND CLEANING. WELL 1 MONTH BEFORE THE WARRANTY RUNS OUT I CONTACT THEM TO GET IT CLEANED. THEY SAID TO JUST BRING IT BACK TO THE STORE DEPT. SO I DRIVE ACROSS TOWN GO TO THE SECOND FLOOR WHERE I BOUGHT IT AND THE REP. SAYS HE DOEN;T TAKE CARE OF THAT, SO HE CALLS THE RECEIVING DEPT. AND THEY SAY TO BRING IT TO THEM. I WALK DOWN THERE AND THEY SAY OH WE DON'T TAKE CARE OF THIS AND GIVE ME A PHONE # TO CALL. SO I GO HOME CALL THE # AND GET TRANSFERRED ABOUT 6 TIMES UNTIL FINALLY SOMEONE GIVES ME AN ANSWER. THEY SAY THEY WILL SEND ME A BOX TO SEND IT IN AND A CLAIM # 14606177. FINALLY I HAVE AN ANSWER SO I THINK. WELL THE BOX NEVER SHOWS UP, SO I CONTACT THEM AGAIN AND GET TRANSFERED TWICE AND THIS GUY SAYS IT SHOULD HAVE ARRIVED OVER A WEEK AGO AND TELLS ME TO CONTACT UPS. WELL I HAVE HAD ENOUGH CHASING THIS, I TOLD HIM THEY SHOULD TAKE CARE OF IT AND HE HANGS UP ON ME. I WILL NEVER SHOP SEARS AGAIN. MIKE DAVIS

    0 Votes
  • Da
    David C. in Seattle Nov 21, 2009

    Sears ruined my Thanksgiving. My electric range broke, and it was an older Sears product so of course I called Sears to come fix it. I called, made the appointment, explained that I would not be home to meet the technician (it's a vacation home). The scheduler said no problem. The technician could let himself in, with my permission. I left a key; it was all good to go. I asked if the tech would require payment at the time of service. I was assured it was not a problem. I could pay by credit card over the phone. So far so good.

    Now it's less than a week before Thanksgiving; time is short. I get a phone message that they won't fix the range because I'm not there to greet the tech. I called back, waited forever, talked to another person and explained that we had already set this up, I was promised I did not need to be there, etc. The phone person said OK, I'll take care of it, no problem. Then I got another phone message telling me they needed to reschedule because I was not there to greet the tech. I called back and had the exact same conversation a third time. I get put on hold. Finally someone tells me they can't ever fix the range unless I'm there, plus I would need to be there in person to pay them because they cannot take payment by credit card over the phone. I explain again that three Sears people have told me the opposite, it is now less than a week before a big Thanksgiving dinner, and I could have had this whole thing taken care of BY ANOTHER COMPANY if they had simply not lied to me in the first place. I asked to talk to a supervisor and received an incredibly rude and condescending response. I hung up on the ###.

    Then, amazingly, some other clown called me to reschedule. I told them I was done with Sears forever. This company has the worst customer service I've experienced in years. They will never get another dime of my money.

    So not only is the range still broken, but I've wasted hours on the phone dealing with these bozos and it's probably too late to get a competent service company to do the job before the holiday, because I was trusting Sears to do what they promised.

    Sears sucks. They seem to think they have a monopoly on appliances to they can treat people like ###. I don't know how they can live with themselves.

    David C. in Seattle

    0 Votes
  • Bo
    bobtheman Nov 21, 2009

    So why can't you call a local repairman again? You can often get same day service, especially since it's a holiday "emergency."

    0 Votes
  • Va
    VAA3 Nov 30, 2009

    SEARS SERVICE HAS GOTTEN RIDICULOUS!!!-On Black Friday I shopped the Sears in downtown Chicago, and found 2 20 inch flat screens by Sylvannnia for $74.00. There were only two left on the floor and I purchased both of them. The clerk took the sale sign off of the products when I purchased them to keep anyone else from mistakingly selingthem to someone else. When I returned to merchansdise p/u on 2 days later to get my items, I was told that they were re-sold to someone else.

    After talking to four employees-all of which were less than 25 y/o. the so called manager offered me tmy money back plus $25.00 gift card-of course that was unacceptable. They repeatedely informed that the items were on clearance, they checked other stores(all in ten minutes), etc. All Sears needed to do was find me two other price and model cmparable telvisions and let me be on my way.

    I am getting ready to contact coporate, customer service line and write some letters. Sears is not going to get away with that. I have noticed over the last couple of yers Sears customer servce has goten very bad. If anyone know of anyone else I should be contacting please respond with info. Thanks

    0 Votes
  • Jm
    JMRay Nov 30, 2009

    I purchased a freezer through Sears during a no interest no payments till 2010 promotion they had going on. I called teh customer service line to verify the details of this promo to make sure that I was well informed of the terms before making my purchase. I had been researching other companies that offered the same type of deal but chose sears as I was happy with the terms I was told about. I get my statement a month after making my purchase and low and behold there are interest charges on it. I call the number given on the statement and of course am told they dont handle this and to call another number. When i reached someone (after 15 minutes on hold) I was told that the interest could POSSIBLY be removed/issue rectified with an email to another dept. While waiting for the girl to FIND the email address she needed she started giving me the details of the no interest no payments. I was lucky she just HAPPENED to mention that there would be a 70$ deferral fee for this. I was NOT told this by the first rep I talked to before making my purchase and would have gone through a different store had I known this. I purchased my freezer under false information.. I will never shop at sears again.

    0 Votes
  • Cu
    Curtis Crawford Dec 01, 2009

    I bought a refrigerator june 8 2007 with a ice maker the ice maker has never worked the service man put a new water valve in, then put a new ice maker in the new ice maker on off switch dont line up with the hole to cut it on or off and the arm to make ice hits side of the wall they said that is the way it`s works now they say i dont have enough water pressure and have 40 psi to 60 psi i would never thought sears would treat a customer like this when you talk to then there are rude and will never admit they made a mistake

    0 Votes
  • Po
    Poliss Dec 01, 2009

    My Kenmore diswasher stopped working after four years . Leaking all over the floor so i went online to set up an appointment to have their service department come out to the house and look it over. For their fee of $50.00 . I took off work a half a day just to make sure I would be there when he arrived. You have to schedule morning or afternoon with them. So I get home, Hang around the house all afternoon and when it gets to be about 5pm I decided to call and find out where this guy was. Well after 10 minutes of talking to their HI Tech Crap of an automated answering service I got some one to talk to. They tried contacting the service vehicle but of course the excuse I got was that their computer system was down. You know how many times I have heard that . Give me a break. To say the least I lost a have days worth of wages becuase of this and I canceled the appointment. Never ever again will I rely on Sears for anything.

    0 Votes
  • Cp
    CPenskyWieder Dec 07, 2009

    I bought two appliances at Sears This last Saturday, 12/05/2009. These producsts were delivered today on time, however I have a question as to a rebate which was promised. I have been on the phone for 37 (thirty seven) minutes and am still waiting, listening to the voice telling me that "all representatives are still assisting other callers", and thanking me for my patience. I have lost my patience and think that this is outrageous and should be corrected immediately. 41 (forty one) minutes have gone by, and as I am sure there is nobody on the other side of the line at this point am giving up and will have to go personally to the store.
    Thank you

    0 Votes
  • Ed
    ed lerner Dec 07, 2009

    ive been buying craftman tools for approx. 30 years i just bought a set of wrenchs and noticed they are no longer made in the USA how sad is that i wouldnt mind paying a little extra for some american pride thats what you guys prided yourselfs on what happened does this country belong to us or did we competely sellout is snap-on, mac tools the only ones left that are american made or what im so disappointed in your company others for saving a few dollars and help create this resession so we can help boost other countries economies

    0 Votes
  • Sa
    SadN74 Dec 08, 2009

    Purchased on 11-5, 3 installers so far none of which have fixed it. They have my $300 something dollars and I still have a garage door hanging by a 1/8 inch piece of steel, rigged to a bracket. I can't reach anyone to assist me, can't locate proper complaint numbers and am given the run around from all sides. Whatever happened to the SEARS we knew as kids, when you could actually depend on someone to provide good customer service. I'll never buy from SEARS again. The days of the trusted repairman are long gone.

    0 Votes
  • Va
    Valleno Dec 08, 2009

    My wife is 9 months pregnant and her due date is days away. We have had no hot water for 4 days and there is no committed date from Sears to repair the BRAND NEW water heater they installed.

    Sear installed a water heater in my home - three visits and 4 days later with hours of calling and being transferred all over the place we still have No Hot Water or commitment.

    It is fall and cold and the baby's due date is in 3 days.

    Think very carefully before using Sears services.

    0 Votes
  • Cr
    Craftsmans Dec 11, 2009

    On Decemeber 11, 2009, I made a purchase from www.craftmans.com. I purchased three items(all of which where to be pick up at a store that afternoon). The total purchase came to $208.62. I paid by using two $100 gift cards and the remaining $8.62 I placed on my Mastercard. I received a confirmation number from craftmans.com and was waiting to receive confirmation of a receipt to pick up items. Craftmans.com sent an email stating, "Your Sears order needs attention before we can proceed" as I read the email it stated, "
    Please Update Your Payment Information
    Dear Maryalice Bokulich,

    Thank you for shopping at Sears.com. Unfortunately, we couldn’t complete your order on 11-Dec-2009 because MasterCard credit card # ending in 8919 couldn’t be processed.

    To protect your privacy, Sears does not have details on why your credit card couldn’t be processed. Please contact your credit card company if you need that information.

    If you had a layaway contract, it has been cancelled.
    RETURN TO SHOPPING CART and select another way to pay. That’s all you have to do".

    I called craftsman.com(sears) and ask them what had happened. The customer service person stated that I have insufficient funds on my credit card ($8.62) and I needed to contact me credit card company. I don't understand how you can have insufficient funds on a credit card?#@ I contacted me credit card company and they said I was in great standing with them. I have no debt with the credit card company and they did not show any purchases made from Sears(craftsman).

    I called sears (craftmans) and spoke to another person and they apologized and said that I would just have to repurchase the entire order. When I went to repurchase order, craftsman.com(sears) only issued credit back on one of my $100 gift cards. The other gift card had a zero balance. I have spoken to seven different people at the company including one manager and they said that I must wait 7-10 business days for them to research and look into it. I don't understand why they can issue only one gift card immediately and not the other. I am hoping that they will give me my additional $100 back. I have no merchandise either. I also was making the purchase today to receive an additional $10.00 off. They have informed me that since the sale would be over on the 11th, I could not receive the $10 off.

    I have asked the manager to speak to his superior, of which his reply was he was the top manager. They would not give a call back, would not give a manager's name in the gift card department. I feel like they have taken advantage of me and gift cards. I am not understanding why they cancelled my order in the first place. Now when I view on my statement online for my credit card company, it is showing a purchase pending from sears.


    I would appreciate someone looking into this for and most importantly make sure that I am refunded my additional $100. I have purchase from sears my entire life and was very upset by how I was treated. ALso not understanding why no immediate issuance of returned credit on my gift card. I hope this complaint is filed with a person who is able to help me through this. I was so excited to make these purchases and especially for christmas gifts. I am hoping I can get my refund. Thank you for looking into this matter.

    Sincerely,

    Maryalice Bokulich
    724-444-4694

    0 Votes
  • Gw
    G w. Dec 12, 2009

    I tried to order on two different occasions in late 2009. I could have driven to the store and back plus taken a tour of the Grand Canyon. I type in customer service and the program they have comes back with no match. If they pay the VP of IT o IS over $ 8 an hour they are getting rifted s off. I only reason I shop at Sears is for their deep discounts. Then I spent a half hour with the customer service to order a $ 16 item and have it shipped for Christmass. I cannot believe that a company of this size has problems with online ordering, but then again a company buying Kmart need to get rid of management.

    0 Votes
  • Mi
    Mitchelson Dec 14, 2009

    I purchased a Dishwasher from this store and paid for installation charges. I signed an installation checklist which stated "Sears assumes the customer's existing facilities are up to code and can accommodate a basic installation." At the end of the paragraph it says:"If additional work is required to meet this criteria, it will be the customer's responsibility. Any additional charges will be quoted and approved prior to the start of the job." This Sears store is a co-conspirator in this scam, in that they readily accept that the installer can use this paragraph for additional charges, needed or not. In my case, the installer told mne up front that I would need an additional water line and that would cost $50.00. After much discussion, I said go ahead. Installer later said that water line came with the machine. Still later he told me that a duplex box had to be installed and that would be $50.00. Being a person who is probably as dumb as a fence post, I paid the $50.00. I later found out that the installation instructions give directions to use the existing plug or to hard wire the maching to an existing line, so the duplex was not needed. Appeals to local management have not yielded any satisfaction. In my opinion Sears endorses and does not attempt to contro these additional charges, making them a co-conspirator.

    0 Votes
  • En
    encore garage door Dec 16, 2009

    Encore garage door located in deerfield bch fl. has provided services and installation as a sub contractor for the sears garage door service center located at 5100 ne 12 ave ft lauderdale fl .ph.954-938-4304

    We have not been paid for several jobs installed yet sears has .It is now over 45 days and will be forced to lien the coustomers directly if payment is not recieved.

    Your intervention is needed to keep this from happening.

    Contact Chris with encore garage door co.954-725-0389 to discuss options.

    0 Votes
  • Ga
    Gary Haddock Dec 19, 2009

    I purchased a 50in. Plasma TV on 12/16/09 at Sears in Mattoon Illinois. I received one as a Christmas present on 12/17/09. On 12/18/09, 48hrs.later, I returned the one I purchased to the store with all the original packing. The TV had been opened but never used and packaged back the way it was when I bought it. I was charged $120.00 restocking fee, and was paid back my refund of $700 of the $820 that I paid for the TV 48 hrs. ago. This TV had been opened, but was not hooked up because I was waiting on the cable company. It was returned with all of the original packing just as I had bought it. I paid with cash and a check, which was debited out of my account at the time of the purchase and handed back to me. The apparent Manager on duty told me I would receive a refund check in 7 to 10 days in the mail. After letting him know that I should be paid back in cash, he paid me back $700 in $10 bills. When I questioned then ten dollar bills, his comment was “Well your just going to put in the bank anyway.” Well it certainly wouldn’t fit in my wallet. I am 50 years old, and have shopped at Sears all my life. I have purchased thousands of dollars worth of appliances, mowers, clothes and tools. Here is why I will never shop at Sears again, a $120 restocking fee for returning something I purchased 48hrs. earlier, and being paid back $700 in $10 bills because the Manager was mad that I wanted my money back when I gave the TV back. Would you ever let me buy a $800 TV with the understanding that you would receive a check in the mail in 7 to 10 days? Wal Mart does not keep 15% of your money when you return an item, electronic or not. So here’s how this works. My Grandfather had a Sears riding lawn mower, so when my dad grew up he bought a Sears riding lawn mower. Guess what kind of lawn mower I have? Now, since I will never buy from Sears again. Where do you think my son is going to buy his lawn mower? Here is the other thing to consider. I am going to tell everyone that will listen, friends, family, co-workers about this unbelievable story of how I was treated on this deal at Sears. This might not sound like it will put a dent in Sears business, but the Sears in our town only has a population of about 30, 000 people. I do not want this to sound like any kind of threat, but if I can get 30 or 40 of my friends and family and their friends and family to quit shopping at Sears for this reason, then I have accomplished my goal. Now here is another ‘believe it or not.’ While I was waiting to return this item, I was convinced I was going to buy a $400 Blu Ray home theater system that was on display. Unfortunately I will shop elsewhere for this item now. The total amount you will lose on this return will be a lot more than the $120 dollars I lost by buying this at your store. If you chose to resolve any of this issue, I would be glad to listen.

    0 Votes
  • Wo
    Wolgar Dec 23, 2009

    Bought a new Dryer from Sears several months and already had them replace it once as it rattled so bad that you could hear it anywhere in the house. The new one worked for a few months and wouldn't dry clothes any longer. Had Sears repair out and first guy was clueless. Had to call the engineers to tell him what was wrong. He ordered a part and rescheduled another tech to install it. A week passes and the second guy comes out and tries to install the part. This time the dryer won't work at all so he calls the engineers who tell him to order two new parts. Another weeks passes and the third guy comes out. He proceeds to tell my wife what a piece of junk this dryer is and that we will continue to have problems no matter what he fixes. The third guy tells my wife to call Sears Repair Customer One and ask for a new dryer as this one still won't work. Customer One basically stated, too bad, you had the dryer longer than 90 days so you can't have a new one. The third tech apparantly forgot to order another part that the engineers told him to order as it has been 10 days and no new part as of yet. Meantime, the dryer has not worked at all for almost three weeks and we are no closer to a solution then when I first called them. On Friday 12-18-09 I got a call from Sears customer service survey asking about how I liked Sears. I told the listed story and she was goint to have someone from an executive review group call me within 24 hours. That was Friday 12-18-09 It's now Monday 12-21-09 and still no call. What a surprise!

    0 Votes
  • Ch
    Chok Dec 23, 2009

    We purchased a microwave/oven wall unit from Sears in May 2009. In July, the microwave stopped working. A Sears technician came out to look at it and it happened to be working at that time so nothing was done. In October, the microwave again stopped and a technician came out to look at it ( he arrived at 2:30 pm despite having been told that the time slot was 8 am to 12 pm ). He could not determine what was wrong, so he decided to order some parts and return in 2 weeks. He did come back in 2 weeks with another technician and said that they were unable to take the unit out of the wall because it was installed incorrectly. So we contacted Sears who sent the installer to look at it. My husband took time off from work on this occasion and he watched the guy take it out very easily. So we again called Sears who suggested that my husband should be at home to show the technician how to take out the unit. Huh ? So in the middle of November, a technician comes to the house and is unable to take out the unit(and in fact cuts himself). So I have no working microwave for Thanskgiving because Sears schedules the next appointment for the Friday after Thanksgiving when 2 technicians will be available. Sears calls at 11:30 am to say that the technicians will be at the house a little after 12:00 pm. The next time we hear from Sears is around 4:00 pm when they call to say that they were unable to get a 2nd technician. Really great customer service ! So they reschedule for December 12. The technicians arrive and say that the wrong part has been ordered. So they order another part and schedule an appointment for December 22. Given that this situation has continued for such a long time, I asked for the courtesy of being given the first appointment of the day. It has been very frustrating to take off for a morning from work and end up using the whole day because Sears never shows up in the time period stated. I was assured this would be done only to find out an hour ago that this is not the case and in fact they would most probably be getting here in the afternoon. I have had enough of the incompetence and lack of customer sensitivity. In fact I am inclined to believe that they are purposely dragging this out so that the 12 month period would be reached and there will no longer be a warranty. My advice to people out there - DO NOT BUY FROM SEARS. THEY SELL INFERIOR PRODUCTS AND THEN TRY TO FRUSTRATE YOU BY NOT PROVIDING SERVICE.

    0 Votes
  • Mq
    Mquez Dec 28, 2009

    I recently purchased a bed from Sears and was told that we could change the delivery address when my daughter got her new apartment in York, PA. We contacted them 4 times to change the address and each time we were told that it was changed, even as recent as the night before when they called to give a delivery time. The bed was not delivered to the new address and when we called, they told us they still have the old address. After speaking with 7 different people at Sears, we were told to go to another store and buy and bed because they could not help us since the bed was already in the release mode. We were told we would have to buy another bed and it would be over a week until it was delivered with Sears. We were on the phone with them from 4:00 until 9:50 when they finally told us to go to another store. Very disappointed in Sears. Probably why they are not doing so well, because all they can say is sorry but there is nothing we can do for you. Won't be shopping there anymore. Was a regular customer who bought everything at Sears. Not anymore.

    0 Votes
  • Ob
    Obziy Dec 28, 2009

    I had sears install a central air and heat system which flooded my home, I have had to have my own home owners insurance cover damages because sears contracted the work out to another local company called coast air and niether company is taking responsibilty, the customer complaint dept wont let you speak with anyone higher than themselves and are extremely rude!!! this is the worst experience I have ever had in my life. I would tell anyone that is thinking of doing business with sears to stay away far away.

    0 Votes
  • Ri
    Rieblo Dec 28, 2009

    Sears has the worst service that I have ever experienced. I waited on the technician for over 5 hours. I took a half day off from work. He showed up after 5:00pm and still did not repair my A/C. It is rattling like a train. He did not put the parts that were ordered in my A/C and lied to me when I asked if he did. The second technician stopped by and waited 15 min. for me and left. I arrived 5 min afer he left. When I called the service center the lady hung up on me. They should be shut down just as Montgomery Ward.

    0 Votes
  • Li
    LINDA A BLAND Dec 30, 2009

    Purchase a refrigerator, dishwasher and compact refrigerator from sears in February 2008. Call to have maintenance and service done on the large double door refrigerator for which my husband and i paid cash for. Sears had no record of this purchase, however, the compact refrigerator that we had to return was still reflecting in the system. Sears had no record of the larger refrigerator ever being purchased. I have a print out of my bank statement with the purchase, as well as receipts from sears. The ink on the receipts are not very legible, because of the fading. I gave the warranty department and some of the appliance managers numbers that were legible. They could not retrieve the information on the large refrigerator. The information on the compact fridge and dishwasher is available. Furthermore, the warranty department wanted me to give them my debit card account number to them again. Please advise. I appreciate your time and concern with this matter.


    Jb and linda bland
    1463 railton road
    Memphis, tn 38111
    901 743-6867

    0 Votes
  • Wt
    W Totty Dec 30, 2009

    I ordered two pairs of shoes from Sears on Dec 12, 2009. One was delivered and the other pair was out of stock from the warehouse and was refered to a Sears store in New Jersey. The next day I received the wrong size and wrong color pair of shoes. I called Sears and spoke with Morgan, agent #83732. she stated sears would send a UPS call tag to have the shoes picked up and would credit back my purchase. After waiting almost two weeks, and no UPS pick up tag, I called back and spoke with Casey, agent #71621. Casey assured me this would be handled and I would receive my credit. Now it is Dec 30, 2009 and still this situation has not be handled. I called Dec 30, 2009 and spoke with Mary. I dont expect a call tag to come. Now I have wasted about two hours of my time trying to fix a mistake sears has made and can not seem to do what they day they will do.

    0 Votes
  • Ca
    CaptainComplaint Dec 31, 2009

    I've had similar problems with Sears. These people have no heart. You can't get a clear answer from them.

    0 Votes
  • Ka
    KarL82 Jan 04, 2010

    Purchased a Craftsman Snow Thrower from the Maplewood, MN Sears store in Oct. 2007. Used it twice that season and noticed a distinct miss in it. The following season, the unit was not used. This season, replaced the plug and drained the gas. Ran for about ten minutes and died. Will no longer start and has less than 2 hours of operation. Sears Consumer Services will do nothing to remedy the situation because it is out of warranty. Take my advise; do not buy snow and lawn equipment from Sears. Their units are garbage and do not represent what Craftsman used to stand for - Quality!

    0 Votes
  • La
    laura devendorf Jan 06, 2010

    I purchased a kenmore side by side refrigerator model#5651679100 serial#0288553ac. I have now replaced 2 compressors and noticed tonight 1/6/10 that everything is thawing I have purchased the extended warranty and when you call you are treated like any joe blow off the street there is not any priority status with sears!!! It doesn't matter that this is your third compressor. They can't be here for 2days .. They don't offer rental replacement upfront of your call, and say you didn't give me a chance to tell you!! I was suppose to be on a plane tomorrow morning as my brother had a heart attack on 1/1/10 but I will be here waiting for a call from sears!!! They say if I don"t answer the phone I will have to reschedule!!! I pray my sister-inlaw does not call at the time SEARS DOES, CAUSE I HAVE TO RESCHEDULE APPOINTMENT!!! for repair.. I was told if this happens again they would replace my refrigerator.. That I am told was a LIE!!! I want a NEW REFRIGERATOR I am sick of this magtag, sears, piece of shhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhhh__ __...

    0 Votes
  • Co
    Coms Jan 07, 2010

    I ordered outdoor furniture online after the Sears site stated it was available in their nearest store. The next morning they sent an email with a confirmation number and instructions for pick up. After waiting for over twenty minutes for the item to be brought I was told it was not in stock. It took a while for a manager to arrive. She called a customer service which informed me the item was sold out in the area. He also admitted this was a problem with their online operation.

    0 Votes
  • Av
    avelino ang Jan 08, 2010
    This comment was posted by
    a verified customer
    Verified customer

    they issued a discount on the ref that i bought and promise to give me a rebate of $70 when I buy thru the mail. I bought the ref last June and have several complaints logged at SEARS REBATE CENTER but after countless email and telephone calls. I only got promises that they will look into it.

    this is a scam and i don't know why nobody is doing anything about it. Can somebody get me back my money as promised.

    0 Votes
  • Lu
    LunaTec Jan 11, 2010

    At 7am on Monday morning I received a call from Sears delivery to inform me of the window of time I would be receiving my refrigerator. It was pitch dark out and I had to run up a flight of stairs to get the phone. I have a heart condition and honestly almost had a heart attack. When the phone rings in the middle of the night you think someone has died. When I found out it was just the sears delivery man I couldn't believe it. I told him that he couldn't do that. Wake a customer up at the crack of pre-dawn like that. I told him a robot had already called me days before and provided a number for me to call if I wasn't OK with the time period. But I was Ok with the time period. Then the delivery guy hung up on me! So I call customer service and have to endure a very loud recording of a woman saying the same sentence over and over again. Finally a human comes on the phone and tells me I've been rescheduled. No one informed me of that. Apparently the children are running the business over there unsupervised. So retaliation is their store policy? I then call another number, the national customer service number. I ask for a manger and get a "delivery specialist" instead. He hangs up on me. He pretends I'm too upset for him to endure. I recorded the call. Let's let the jury decide if I deserved to be hung up on, again. I of course canceled my order. I informed my credit card company to withhold payment. And I will be seeking legal action. I have never been treated so poorly by a company before. I will never ever buy so much as a nail at Sears again. The man's number who initiated this nightmare is 360-449-2519. He should be fired. If Sears' policy is to wake people in the middle of the night and give them heart attacks, then hang up on them and exact revenge by rescheduling the delivery without permission from the customer, then he's doing just fine. I, on the other hand, am going to Lowe's. :)

    0 Votes
  • Ch
    Chind Jan 14, 2010

    On Dec 14, 2009 I ordered Shoes for my granson ! I was told they would be here delivered In 3 day's by UPS give or take 3 day's for the Holidays. I never recieved them .I have called Several times . 1 St time I was told they would run a trace 2Nd I was told they where resending them If i haven't recieved them by the *th 2010 to call Iwaited until the 13th And was told they would run a trace It would be7-10 days No problem charging my credit card

    0 Votes
  • Mi
    Mike Trumbull Jan 15, 2010

    We have been Sears customers for many years. Bought many appliances and tools from Sears. Recently our interest was increased to 29.99%. We called our local Sears store and was treated very rudely. The store manager told us the reason our rate was so high was because we obviously had a poor credit rating or had missed payments. We have never missed a payment and our credit rating is 750. After being treated this way we decided to pay off our $2090 balance and never do business with Sears again. We called to get the payoff on our account and was told that they could not give it to us that we would have to wait unitl the next statement came out. I said I would just add another $50 to my payment as I wanted my account closed that day. I was then told they could not accept a payment for more than the balance on my statement. As a result, I paid the balance, requested the account closed with a letter of confirmation to be sent to me. But, I am sure I am being charged interest daily until I get the next bill the middle of February.

    0 Votes
  • Wa
    Walter Nivens Jan 18, 2010

    On 12|21|09 I came in to sears at the middletown area in the galleria one morning looking for a 42' flat screen tv, came across one that I liked, asked for assistance, but was completely ignored, one employee made it seemed like there was no way for me to recieve the tv because I MADE PLANS IN BUYING IT LATER THAT DAY, because I had appointments needed to attend that day, so I WAS BRUSHED OFF like I did not even matter. Came back in the following morning to get the tv and it was sold, the reason am bothered by all this is because I was not treated as a customer, but more as a burden, and since when should a customer feel like he or she is a thorne in someone's side, I was appauld, and disappointed, I asked for the store mgr and that was even worse, she looked at me and said there was nothing at all she can do, I was so hurt by all this why? cause am a regular at sears, my whole entire family is also regulars, and we were all just shocked. I've spent cash in sears for many appliances and other materials, however now I feel am gonna have to with draw my services, customer's should be your #1 one priority but in my case that day I most definately did not exist. corprate should look into their staff capabilities in handling retail services at their stores, its just so obtuse of them to operate in that manner.

    0 Votes
  • Ho
    Hollis Neifert Jan 19, 2010

    We Purchased a 800.00 and some dollar refridgator, and just like the other people, we got screwed as far as your rebate, you can't find the website you say to go to, so what are we suppose to do, we sure don't want to use it at Sears, seeing no one wants to honor it or take the responsibilty to make it right. This is a real rip-off and sure does not do much for Sears, ripping people off!!! Or for that matter the MasterCard company that is in on this!!!

    0 Votes
  • Fo
    Fobose Jan 21, 2010

    I bought a microwave oven at Kmart 6 months ago, it just stopped working. I got out the book, spent an hour on the phone with Sears /Kmart customer service, got transferred 3 times, and ultimately ended up with "D. J." from Kmart Customer Service. I told him the microwave was 6 months old and I had the box. I told him I did not have the receipt, I said if I take it back to Kmart, will they exchange it for me? He said yes, just take it back and they will exchange it. My car is a long walk from where I live, I lug this huge box back to my car, up to Kmart (Streetsboro, OH) and in to the store, for them to just tell me sorry, we have a 90-day return policy. Then, why after I spent an hour on the phone would the customer service guy tell me to take it there? I never would of gone through all that trouble otherwise! The store manager; Chris, was quite a little twerp. Went back home called customer service and all I got was I don't know why he told you that, but you'll have to call the manufacturer (Kenmore, I don't recommend them) and get it serviced! It supposedly had a 1-year warranty when I bought it I can’t believe they won’t exchange it – Microwaves should last longer than 6 months! I don’t want to know where I am going to have to drag this thing next and how long it will take. I am so pissed! I use it everyday.

    0 Votes
  • To
    TopK91 Jan 25, 2010

    Called Sears around Jan 2 to get my front load washer repaired. They came out Jan 5th to get it repaired, but needed new parts. Sears came back Jan 13th and found they were missing 1 more part. I got the part yesterday (Jan 15) but they can't come out until Jan 19th. It has been over 3 weeks to get my washer repaired. I will not buy SEARS products or use their repair service again. They are not customer oriented. The total cost for my washer which originally cost around $600 dollars six years ago is $663 dollars.

    0 Votes
  • Sh
    Shiper Jan 28, 2010

    I NEVER again will call Sears for service on any of my products. Called and spent a large amount of time to setup an appointment to have my furance looked at. Guess what?? After waiting 5 hours, NO SERVICE!!! Is it the call centers fault or the service end?? Don't know don't care. Never had the problem before. Good job SEARS, send more jobs out of the country. Thanks for wasting my time.

    0 Votes
  • Je
    Jeaner Feb 02, 2010

    I had a problem with Sears and their customer service and broken appointments. After day 3 I filed a complaint with the Better Business Bureau. They have 30 days which will not solve my problem now, but I am also contacting the manufacturer of the fridge to let them know about the problems with Sears and that if I can't find a way of buying their product through someone else, that they will have lost a customer. One that is scheduled to spend over $10, 000 on equipment for my kitchen remodel. This is no longer about what they "did", but what they will never do again, which is get my money. As of this writing they are supposed to be here by 10am and it is 9:53. Anyone care to make a bet?

    0 Votes
  • Aa
    A&E Feb 09, 2010

    sears is ripping their cust off by putting cash cust in for searvice the same day they call in if your under warranty or contract you will wait. also the techs have to try and sell you contracts and snake oil products that are 3 times the price you can get them at other stores. water filters for their refigerators are for more expensive on their trucks. they also subcontract to other companys just ask the lady who sears sent a contractor to her house and hes started to do pushups in her home and asking for gator aid scary aint it lol. i have some real good stores i worked for them for 35 years. and have you notice that they have switch their name to A&E? watch out people they are out for their own pockets and dont care about cust service just look at all the complaints. WHO WILL BE COMING TO YOUR HOME ON YOUR NEXT SERVICE CALL? seras will not be coming to my house and i worked for them be careful

    0 Votes
  • La
    Lah27 Feb 10, 2010

    Not only does Sears not care about their customers, but they are willing to put their employees lives in danger. To all Sears employees that live in DE, NJ, PA, NY and any location that is in the midst of this blizzard, I am disgusted that you are forced to drive in these conditions. These people are not doctors and nurses...they sell clothing and appliances and work on cars. There is a reason people are being told to stay off of the roads. Just for your information Mr. Corporate man sitting at home there is a ban in Delaware on driving right now. It is obsurd and rediculous that the corporation is so greedy that they are putting these lives in danger so they can maybe make a dollar. Although nobody in their right mind is out buying appliances and clothing, and getting an oil change in this mess. If i lived in Delaware and had to work and i got a ticket for driving i would send it right to corporate. I hope you decide to close these stores and get your employees home before it gets worse. I am thinking about writing to a couple different newspapers.

    0 Votes
  • Dj
    D Jano Feb 10, 2010

    Sears Blue Crew doesn't represent the uniform. It is how the customers feels.

    Purchased an Electrolux microwave. Unable to hang because inside part is stripped. I have had 3 appointments schedule for repair. I have yet to see a repair person. They have me wait all day to say they don't have tech in area now. I call the day before to confirm and I am on the schedule then some how I am not when they don't show up.

    I have talked to 6 different people already and I am sure the list will grow before it is over. If I hear one more time I am sorry I will scream. I don't want to hear I am sorry I want to hear what they are going to do to correct it!

    I will never buy from Sears again and everyone I know will the reason.

    0 Votes
  • Ma
    marc bryner Feb 12, 2010

    From Marc Bryner
    68=198 Au St
    Waialua, Hi 96791


    To whom it may concern,

    Sept. 24 2009, I sent a letter complaining about taking my car in for brakes and when
    I left, my car with a bad shimmy. I took the car back and was charged $25.50. I want my money
    back and u send me a letter asking me to call u with details. Well, I have left many messages and
    no one has returned my calls. Nothing was wrong with my car until I went to Sears! I want my money back.


    Marc Bryner

    0 Votes
  • Tr
    Truthteller9000 Feb 12, 2010

    I am assuming that you took the car back, Sears worked on it again and charged you 25 bucks.

    If you disagreed with the bill, why did you pay it then? I would have asked to see a supervisor or made my case right then and there.

    Also please use "You" instead of "u" its only 2 extra key strokes and you look so much more educated.

    0 Votes
  • Ra
    randock Feb 13, 2010

    I bought a Kenmore refrigerator from Sears in less than 4 years it quite working I have never had a refrigerator to last less than 10 years in my life. So I am going to buy a new one but you can bet your life that it want be a Sears Product. I use to go to Sears when I needed tire's or a Lawn m ower or what ever not anymore.

    0 Votes
  • Ro
    Roteman Feb 15, 2010

    BEWARE. Sears does not honor online rebates. Either you will have input wrong codes, wrong dates, or something else which makes you "unqualified", even if you did everything right and 10 people told you you are qualified. I know for a fact I am qualified. The instore ad said all purchases on appliances that day 11/16/08 were qualified for free delivery. I bought 4200 dollars in appliances so I was well over the minimum. I never got the rebate and three times they told me to "input it again". The third time, we faxed the info to the woman who did it FOR us while we were on the phone with her so no errors would occur. Here is it many weeks later and today I get another message (nearly 6 months of going through this now) saying we are NOT QUALIFIED!!! It's soooo frustrating.

    0 Votes
  • What the h*ll?!?!?!? Can't you go down to the local store and show them the receipts and ask that they work with their customer service department in order to refund you the delivery charge? Either that or threaten to return all the items...

    0 Votes
  • Di
    Display2 Feb 16, 2010

    Sears your billing practices are criminal. I have been a Sears’s cardholder for over 15 years. During this time I have always made billing payments in a timely manner. However, the Annual Percentage Rate continues to rise and I have accepted this.

    Due to an oversight on my part the February payment in the amount of $25.11 has not been made so the March payment is now $61.50 more than twice the amount of the February statement, you now expect me to pay $86.61 for the two months. This is ludicrous, criminal and appalling. It is this type of billing practice that is sending millions of accounts in default and our economy down the toilet.

    You need to reconsider your billing practices before Sears is forced toclose its doors forever and you will be the culprit for being excessively greedy.

    Disgruntle customer.

    0 Votes
  • Jo
    Joe Williams, Jr. Feb 17, 2010

    I drove to Sears Baldwin Hills in Los Angeles a little before 10:00 a.m. to have my GMC Yukon 2004 truck to have them to assess my brakes. When I arrived there were at least a dozen customers in the store surrounding the only Service man that was there. The man was trying to answer the phone as well as the customers surrounding him.
    My repair number was In4240647 and the female salesperson was 285791. She informed me that I was the fifth person to request to have my brakes assessed.

    I was at Sears for 7 hours from 10:00 a.m. to 5:20 p.m. I was apparently punished and paid by waiting a longtime because they had to go and pickup parts for the brake work. I witnessed the truck dropping off the white boxes of supplies around 2:00 p.m. The mechanics skipped my truck and serviced the other six stations and ignored my vehicle for another hour and a half. I spoke to the salesperson and she stated that they had to pickup the parts which I thought was ridiculously long. I informed her that had she communicated that to me that I would've had them to put my truck back together and I would've gone to another facility.

    I spoke to her manager and she lied and stated that she had communicated to me. She never told me anything until I approached her around 3:30 p.m. Originally, I told her that I would be hanging out in the mall until she called to tell me the verdict regarding my brakes. She never called I had to go back to Sears around 1:30 p.m. and inquire. Also, I asked to see the original parts of my truck to see if they were providing me with a true assessment. I know that Sears has had some past problems with overcharging, etc. They never provided me with the old parts. I requested the number as to where to call or write regarding complaints and they never provided that information either.

    I have been a longtime Sears customer in which I learned from my parents who learned from they're parents, but no more. After being ignored, lied to, overcharged, etc. I will never ever return to Sears for anything. I have a current Master warranty on my recently purchased washer. I am planning on getting rid of the warranty and the item I am just that mad. Something needs to be done with the rthe ridiculous price of 650.00 for brakes or I will never purchase anything from Sears.

    0 Votes
  • Al
    Albert, meyer Feb 21, 2010

    My name is Albert Meyer, I am a Scout and I am working on a project it;s called bookbags for foster children. I am looking for support from you and your company
    i have made the news and our local paper my family and i are a fostering family and I am working on a scout project for Life and I need help
    if you could please contact me at 843-771-4779 or cell 8473-557-4505 thanks
    Albert Meyer Star Scout

    -1 Votes
  • Al
    Albert, meyer Feb 21, 2010

    I NEED YOUR SUPPORT FOR A PROJECT THAT I AM DOING IT IS BOOKBAGS FOR FOSTER CHILDREN
    I AM TRYING TO COLLECT BOOKBAGS TO GIVE TO FOSTER CHILDREN WHO HAVE NOTHING
    WHEN THEY ARE TAKEN FROM THEIR HOMES. I KNOW THAT TIMES ARE HARD FOR EVERYONE
    BUT THE EMCOMICE WILL GET BETTER FOR YOU BUT THESE CHILDREN WILL BE IN THE SYSTEM
    FOR A VERY LONG TIME UNTIL SOMEONE STEPS UP TO HELP I HOPE YOU WILL HELP ME TO HELP THEM.
    THANKS
    ALBERT MEYER

    -1 Votes
  • Er
    Eric hanberg Feb 23, 2010

    I saw an ad for two pairs of glaesses, your ad # eyeNET:566539. I went into the sears store within the city of Orange mall, California. I was immediatly up graded or up saled into a $329.00 deal. Your ad stated $179.99. The employee continued my request for the sale frames and lens, she always tried to up sale me. I never did find out about your offered sale for $179.99. I have been with you for over 30 years, check. You are up saling people now, OK. Your no different from the fly by night businesses. You just lost a devoted buyer. Nice move, who thought of that, up saling. Eric Hanberg, wife Sherry Hanberg

    0 Votes
  • Jo
    jon norberg Feb 23, 2010

    I phoned and made an appointment for repair to fix a Kenmore fridge. I gave 2 phone numbers in the event that a repairman needed to contact me. We took off a day from work (without pay), and nobody showed for the repair work and nobody called us. When I finally called I was told the service man called in family emergency, and Sear's is sorry he didn't bother to call us. Sears then offered to make a second appointment 2 days later. We can't really afford to lose 2 days pay...and how do we know if this guy will show up? Beside we will lose all the food in the fridge. I asked that Sears reschedule the next day, and Sears said that they didn't have the authorization to do that. I asked to speak to a supervisor and he gave the same response. So I called to cancel the service contract that I signed up for when I made the original appointment. Sears could care less about customers. How sad that Sears no longer has a reputation for customer respect! Jon

    0 Votes
  • My
    mysteryLA Feb 24, 2010

    where do i start, there are few that are good and alot that are bad. One for example they act like they are your friends and that they want to help you, but in reality they are just to face people. (some) . the managers are supposed to act like mature adults not like teenagers. and this is coming from one. the hours suck, the pay is horrible and they will only promote you if they like you. that is favoritetism. and i know very well that is not supposed to be allowed. The STORE MANAGER, now because of her all of the hard working who were really trying to help the employers got fired or they quit. She thinks she is all that and she ain't; she works at sears. the managers we have now are the worst, they boss around for every single thing. let say we are busy and they just stand around telling us to hurry up, clean up, close up, credit apps. what about them nothing. it is so frustrating. i know so much about them and this is nothing of what i can say.

    0 Votes
  • Gu
    Gudrove Mar 01, 2010

    To start, I'm not at all pleased with the service that I have been getting from from the home service repair center. When I got this washer about 4 years ago, I was asked if I wanted to buy the extended service plan. I was told that, "If they can't fix it, they will replace it, as long as you have the extended service plan. Even if you damage it yourself." The washer has given me problems from the second year till now. And this latest service repairman didn't know what he was doing. I had to help him and ended up cutting my finger on the bracket that he had me remove while he held the tub up. My finger is already showing signs of infection where it got cut. And, we don't have a working washing maching now, either. If we have to bring our clothes to be washed at the local public laundry mat, I might be sending sears a bill. I would like to know why I am paying for an extended service plan, and they STILL expect me to pay MORE FOR PARTS AND SERVICE??? And. I'm willing to bet that I will be getting a call from the Sears Service department in a few weeks, asking me if I want to extend my service agreement for another year or two.. What a joke. I think that it's time for Sears to close it's doors to the public. For good. Sears no longer has the customers best interest in mind or heart. Perhaps they never did.

    0 Votes
  • Na
    Nappser Mar 03, 2010

    We bought all of our appliances for a new home 2 1/2 years ago from the local Sears store...great experience. We bought an extended warranty on several items. Now, Sears will only tell you what DAY they are coming and will not give you a time frame (i.e. 8 AM to noon). I have to take a whole day off work. Not acceptable. Then, a service person shows up and diagnoses the problem, tells me the part will be shipped to our house and to call Sears when it arrives. Of course, it doesn't come and two weeks later I get a call from Sears that their tech is scheduled to arrive the next day to install the part. I tell them I don't have the part yet. They will reorder. This scene happens all over again two weeks later. As soon as the repair is made (always by a different tech that doesn't really know the problem), Sears begins calling wanting me to renew my warranty now (expires next year), and add other appliances. I have told them "No" twice in two weeks. I'm not happy with the work done..the washing machine they worked on makes beeping noises throughout the cycle that it never made before...the dryer they said was not working because of an obstruction in the vent pipe which is not covered by the warranty is actually not obstructed in any way. I will now have to take another day off of work to arrange to have both looked at and start the process all over again. UGHH!!

    0 Votes
  • Ch
    ChienChi Su Mar 07, 2010

    I like to file a serious complaint about Sears’ service.
    Here are the events in chronicle order:
    01/18/2010: I dropped the “Black & Decker” Lawn Mow at Cupertino Store for repair. The ticket# is 1288966, and the unit# is 1468; the associates initial is AD
    02/02/2010: I received the “Status Update” mail from Sears Parts & Repair Services. That mail dated 2/01/2010 and asked me to call 1-800-469-4663 to authorize the repair
    02/02/201 – 02/05/2010: more than 2 phone messages from Sears 1-800-469-4663, asked me to call back
    02/05/2010: I called 1-800-469-4663; the lady who answered my phone call couldn’t find the units. She asked me to hold for more than 20 minutes, then, asked me to call 408-999-6000.
    02/05/2010: I called 408-999-6000; the person didn’t know how to help me. Asked me to check with Cupertino store
    02/05/2010: I went to Cupertino store with my wife around 4:00PM. Garik, who took my service call, asked his manager, Michel, to help my case. Michael checked my paperwork, and made a few calls. No result from his calls. He asked me to wait for more than 1 hour and 30 minutes. Later, I told him that I had to leave and asked him to give me call if you he finds my lawn mow. He promised me to call me for any update
    02/15/2010: Another phone messages from 1-800-469-4663asking me to call back.
    02/15/2010: Cathy (05250), who answered my call, couldn’t find the unit and didn’t know what the issue is. She asked me to contact the local store.
    02/15/2010: My daughter Called 916-648-2442, they told my daughter that the unit to be at Cupertino store in 1-2 days; they will call me if they receive the unit
    I didn’t receive any call since 2/15.
    This is very poor service, it shows how poor the Sears organization is, No one knows what is going on, there is no tracking system inside Sears for the unit that received at Sears store.
    My Damages caused by the poor service: (i) I spent time in calling and time waiting for the service (ii) that delayed the time to mow the law (iii) bad image about Sears

    0 Votes
  • Go
    Goker Mar 08, 2010

    Never in 40 odd's year's have we been so Mad at Sear's and WILL NEVER Buy an Appliance from them Again. Have a less than 2 year old Front Load Washer, a Big Part was Replace in Dec. 2008!!!. 1st week in June 2009 I called as it was Not Spinning well did not get a Tecnician out here till the following week!!!.. We have Nothing Bad to say about the Technician at all he only work's for them, well They did Lie to him to by saying the Part would be Shipped ASAP ...after many call's to Sear's we Checked Up's the Part was Ordered today June 22 nd!!!... They are Lying now for what ever reason and that is something I will Not Stand For..10 load's of wash we had to take to a Coin Washer which cost $2.50 a Load do they Care Hell No...and I for one am sick of them.. I have a Lemon and feel that the Washer breaking down 2 times in a short time should be Replaced!!! They Lie!!!

    0 Votes
  • Be
    Bezumn Mar 13, 2010

    On Sat. 20 June 2009 I purchased 2 pairs of progressive lens glasses - 1 pair of sunglasses that are in the store and the other pair haven't arrived due, so I am told, due to a lab error with anti-reflective coating. It is now July 8. I've been told that they might be in next week! Meanwhile the 90 day warranty is ticking. Call customer service @ 1.800.549.4505 to register your complaint and get the issue registered with Sears and their lab.

    0 Votes
  • Sv
    Svet Mar 13, 2010

    I will never purchase another thing from Sears as long as I live! There service after the fact is the worst I have ever dealt with in my 54 years!!! Not only was my extended srv contract canceled, so was my scheduled service appointment. Of course no one told me that until I had missed a half day of work waiting on them. I have not had a Refrigerator for 8 days!!! NO, milk, butter, condements...NOTHING. Would love for the srv manager who took it upon himself to cancel my appointment and contract to have a similiar experience with his families food supply!

    0 Votes
  • Mi
    Mikatone Mar 13, 2010

    I ordered online, for home delivery the Premier 36 in. Jumbo GearBox on 21 June 2009. I was given the Expected Arrival Date of 9 July.

    On 8 July, I was called by Sears 3 times to let me know that delivery would be on 10 July, instead of on the 9th. On the 10th, the driver called me in the morning and said it would be delivered at approximately 0930. He then called me around the estimated delivery time and said that the item was not ready to be loaded, but he had to make another morning delivery and that he would deliver it in the afternoon instead.

    At 1600 on the 10th, after not hearing from Sears again regarding the delivery, I called the Sears office that had called me regarding the change in delivery date. After a long wait, I was finally told that my item was not in stock at that location and that they could either re-order for me or cancel my order. I requested that my order be canceled.

    Three major issues:

    1) The online ordering system was clearly faulty and failed to ensure that my item was on hand for delivery as promised.

    2) The customer representatives were quick to call multiple times to reassure me that the item would be delivered, but failed to call me to inform me that it was not available for delivery. The latter is more important.

    3) This all adds up to a lousy customer experience. I will not do business with Sears again. I was in the process of upgrading my garage with the "Gladiator" brand materials, but since they are also available at Lowes, there is no need for me to go through this experience again.

    I'm now waiting to see how long it takes Sears to credit back to my card the purchase cost.

    0 Votes
  • Nl
    nlr1107 Mar 16, 2010

    We purchased a 46in LCD Sharp TV in Nov 2008. It doesn't turn on half the time. The 1st tech said we needed a new mother board. It came and the 2nd tech installed. The board was defective-he reinstalled my old one, and said he ordered a new one, and they would reschedule service. I didn't hear anything for 3 weeks-keep in mind the first part came in 3 days. I called and after 3 people, transfers, telling the story, I got Gary in Electronics who told me the part wasn't ordered because they weren't sure that's what was needed and they were researching w/Sharp. He said someone would call me by 3/15. Surprise-no one did. I called 3/16-another 3 people, another rude service call, they now ordered the original part-we wait again-BEWARE OF SEARS SERVICE CONTRACTS-they aren't worth the paper they are printed on. I have all new ss Sears appliances in my kitchen and have been a loyal Sears customer for 40+ years. I am going to take the suggestion of going to the local Sears and telling them why I won't be buying Sears products again and see what happens. 2 Thumbs down for Sears Service. Once they have your $$$ they could care less.
    Nancy

    0 Votes
  • Do
    DonotCALLAnna Mar 16, 2010

    I tend to agree that Sears has long lost it's glow as the place to go for home or auto stuff. I consider them basically a GOODWILL STORE with a puzzling brand name, you'll be better off when you go into make purchases.

    I took my car there for an oil change and a new battery, and not only did they rip me off with a poor quality battery, which I have to replace this weekend, but ther mechanic doing the oil change put in too much oil and blew up something inside the car - I had to have it towed and the repairs cost over $700. Do not go to these clowns - auto or home appliances - anymore. Why they haven't gone bankrupt like they already are in service quality and product quality, is beyond me. Leaving these clowns open for that sort of business just fools ppl they are still what their brand name says they were. Remember: SEARS - The New Salvation Army store.

    0 Votes
  • Do
    DonotCALLAnna Mar 16, 2010

    BTW I have to add that when we purchased our home it came with a Sears washer dryer combo, which we had to drag out into the garage where it is waiting to be picked up by the city dump. I might gut it and use the wash basing as a $799 tree planter as that is what it cost the previous owners and was part of the hosue sale. It used to rattle the house so badly on spin the neighbors could hear it, and tore up all the clothes and towels. The cats would hide for days when I did a laundry.

    Yep, Sears, not as bad as the Salvation Army's inventory, but they're trying real hard.

    0 Votes
  • Sm
    smarv Mar 22, 2010

    I purchased an extended warranty for all of my Sears appliances. They were quick to collect the monies to cover these warranties; however, they are not quick to fix issues. So far I have had two techs to my home and we are 20 days into my initial contact for them to fix my oven and it still isn't working. The first tech had to order a part (even though the initial appointment couldn't be set until a battery of questions regarding my oven and the problems were covered). I'll admit the first tech was very kind and apologetic (but that doesn't do much for me or cooking for my family). The second one shows up after UPS delivered the parts and stated the wrong part had been shipped. So 20 days later, still no oven and no fix in sight! Sears simply does not value their customers and in my humble opinion do not want my money. I had company here this weekend and was unable to cook for them since I had no oven. To top things off my husband installed a new hot water heater on Sunday and asked me to go online check prices and pick which one I wanted. I choose to go with a model from Lowes that was $80 more expensive to get away from Sears products. I Will NEVER purchase another thing from Sears!

    0 Votes
  • Ch
    Charles Walker Mar 24, 2010

    I recently purchased a new King mattress from sears and have a concern because one set of tags that are sewn into the mattress was removed before it was delivered, The mattress was still in the shipping cover when brought into my home and the tags were not removed there.I wonder if they were removed to hide somthing from me or for another reason.I know you are always warned not to remove them.

    0 Votes
  • R2
    r2rose Mar 24, 2010

    i bought a refrigerator a little less than 2 years ago an lowes jest took it i have been saving for a new one sence one year and 10 days it broke i called customer service they told me they could sell me a plan that would cover any repairs for over $200 that's half of a new one than they said they could have some one come out for $75 and look at it and pay for the parts to have it fixed and it still would come out to be about the same as the plan it all about the plan i paid $600 for the unit and you want me to spend more i am not rich it took me a year to save for that one i had my food in coolers during the winter so i could keep saving to buy the refrigerator are these things only good for a year and 10 days that is sad so i went on at that point and started to save again and i kept the thing going by this whole procsses that i am not going to get into so yesterday lowes took the junker and now i have a new one the service i got was the best the savings and customer rating was all some no way was i giving sear any more of my hard earned money why is what i do not understand why do you not stand behind your product lowes is and dose

    0 Votes
  • Ch
    charley e carroll Mar 26, 2010

    My name is Charley E Carroll a 63 year old senior live at 9822 Constitution drives Huntington Beach, Ca.92646 and I was promised the defected treadmill would be picked up. I was promised by the general manager of the Westminster, Ca. store back in October of 2006 that he would send someone to pick up the defected treadmill from my home and refund my money in full which I paid Sears. I am still waiting for someone from Sears to honor this promised to pick up the defected treadmill.
    I purchased this treadmill back in 2/10/10 with a five year service warranty agreement for this equipment of sears. I had a problem with this treadmill back in 2005 twice and Sears came out to my home serviced and made the repairs to the treadmill. In 10/06 I contacted Sears to service the treadmill and the service man refused to service the treadmill because the treadmill was in my garage and not in my house. I told the service man that sears had serviced the treadmill twice in the garage and I paid sears a set-up fee to setup the treadmill in the garage and nobody said anything about the treadmill could not be in the garage at that time. When I purchased the treadmill at Westminster Sears store I told the sale person Frank #30833 that the treadmill would be placed and setup in my garage.
    It was at this time I spoke to the store manager back in 2006 about the problem I was having with the treadmill and sears refused to serviced the treadmill because of the location of the treadmill. The salesman and general manager did not know the unit could not be placed in the garage until I made them aware and agreement was at that time to come to my house and pick up the defected treadmill and return my money in full which I paid Sears. Sears refuse to service the treadmill from 2006 to this day and have not picked the treadmill up. I asked for the treadmill to be serviced where it have been since I purchased the unit again sears refused to service the unit.
    I feel that Sears’s general manager promise should be honored or at least repair the defected treadmill for me under the warranty which I paid Sears and the service warranty is not being honored as agreed to singed back in 2/10/10. Sears Corp office Jason#83289 and the store acting managers Carlo and Brett said nothing could be done to help me resolve this issue. I been a long time customer of Sears but being treated this way I will never shop at Sears again and I am cutting up my sears credit card to never ever set foot in any of your stores again.
    Charley E. Carroll
    [email protected]

    0 Votes
  • Ar
    A. Rinck Mar 29, 2010

    I am so glad to know tha I am not the only person with an exhasberating expeience with Sears. We purchased a Whirlpool washer & dryer Feb 2009. The set was Aspen Green. Exactly one year later the frame around the dryer door started falling off. Whirlpool no longer makes the Aspen Green machines and subsequently no longer makes replacment parts for them. So under the warranty we purchased we were entitled to replacement, after much arguing with customer service. So the problem is now we have a beautiful aspen Green washer and the matching dryer will no longer match as Whirlpool pulled the item only 3 years after first marketing the color. So now we are given a specific price we can use to go to our local sears store to get a replacment machine. I now have to settle for white/ which does not match my wahser/ so we plan the delivery - of the unmathcing dryer. Te deliverywas scheduled for SaturdayMar 27 2010 between the hours of 9am and 11am. So i rise early to feed the kids prior to the delivery guys arriving and low and behold the arrive at 8:15 am. So i had to leave them on the porch to go and put a robe on and let them in. When i mention something about 9am the driver looks at his paper and says "oh it does say 9am I though it said 8 am and we were running late. Yeah right!!! So the washer and dryer are stacked and the delivery guys proceed to unstack the two and remove my Aspen Green dryer and then bring in the ugly white one. Once they have the two placed in the middle of my floor they go back outside, only to reemerge stating that they do not have a stacking kit to re-stack the dryer and washer. OMG!!! so then they put someone on the phone for us to speak with who proceeds to tell us it is our fault we did not order it. Certainly the delivery men could not have notced the stacked units and checked for the stacking kit prior to removing my dryer. OK so now we argue with the delivery warhouse people and tell them we will find a kit and they agree to send someone out the very next day to complete the instilation. So the drivers leave with my Green dryer and leave my new white dryer and washer unhooked in the middle of my floor. We were told to wait and we would receive a call between 6pm & 9pm to inform us of the return time the next day. The call never came so i called the 1-800 number and it was after hours was told to call back. So i rise early the next day to await the retuen of the delivery men. While i wait i proceed to call the 1-800 number again. I spoke with a total of 7 people, was forwarded to the wrong department twice and ultimately spent 1 hr 20 min onthe phone to be told that there is no record that the drivers were to return the next day and the earliest they could get there would be 5 days later. NOT ACCEPTABLE. So fianlly after much disgust and anger we had to compromise and leave the washer and dryer sit until the following day. They should be arriving today to finsh the instalation today. This has been the most exasberating experience i have ever had. We are researching new televisions and family entertainment systems. We figure we will spend very closr to $2000.00 and have told ever Sears person we spoke to that the purchase will NOT be made at Sears. The response every time is we are sorry to hear that. NOT ONCE has anyone offered to reconcile the issues or even put forth the semblance of sincerity. From here on out I will ALWAYS shop with our small hometown bussinesses for any major purchases. They need the customers and will appreciate it.

    0 Votes
  • Xi
    Xidi Mar 31, 2010

    I bought a matree at Sears, Richmond, CA 94806 in Nov 2009, received it in the begining of Dec 2009, and mailed the required rebate on 12/3/2009. Two month ago, I called the number on the rebate form. A gentment talked with me. I was told it takes 8+ week to process, and asked me to call back if not received then. Yesterday, I called the same number, I was told there is no information for my rebate. My call is transfered to different services. The result is: no information in their system; passed the dealine--30 day after purchace, they cannot help. I have the copies of the mailed rebate information, and the original receipt. It is still useless.

    At sears, if their cannot find the information, I lost money. It is unfair. Maybe Sears do it inpurpose

    Daxin Zuo
    [email protected], 925 330 3720

    0 Votes
  • Ti
    tis Me Apr 01, 2010

    About 6 months ago, they called me about Sears.. and actually scared me into paying. Now after reading up on them I have to wonder... Im all done paying the Sears Which was over 15 years old. I got a letter in the mail couple months ago, about Capital One, that is also over 15 years ago. I will not be scared into it again. Something that is so old, and at the time the capital one card was only a limit of 200 dollars now its way over 800. I am not paying it. I'm changing all my bank acct info... Companies like this SHOULD NOT be allowed to function. I feel stupid that I fell for it, but they will NOT get me again.

    0 Votes
  • Ji
    jim williams Apr 01, 2010
    This comment was posted by
    a verified customer
    Verified customer

    Sears sucks. I wrote you concerning a microwave/convection oven I purchased. Which has been shut down a total of 2 months waiting service or parts. Now nits down for the 4th time and you want me to pay to ifx it. I will not. I wrote you and told this to you and you sent me a extended purchase contract. As I told you earlier, I and my family have been shopping with you as well as my parents before me. Years back when it was sears roebuck . My first bike was a J. C. Higgans. My kids school clothes were purchased there every year, on and on. NO MORE. I will google, u tube, craigs list and etc. everyone I can and tell them to read my, as well as the other, complaints on the blogs about you and your poor service and products. Starting tonite I will tell all who will listen and all 4 of my children and 3 grandkids and old enough to use your cards and shop will not go there anymore. Oh I know you don't care. There was a time when you would, and act on it. Not anymore but your once proud company would have. Now you hustle your chinese products and poor relation and don't give a damn. Oh my local paper has a gripe page and I will use that to. I want the folks who don't use the computer to know all about you.
    .

    0 Votes
  • De
    Deb Nelson Apr 02, 2010

    I ordered a refrigerator from Sears (11/18/09) and requested that the handle be placed on the right hand side. It arrived (12/09/09) with the handle on the left hand side and when I called to report this, Sears assured me that it could easily be moved to the correct side. Two days ago, the Sears technician came by and told me that the handle could not be moved. I told him that I had been assured by Sears multiple times that it could be moved and he assured me that there was no way. I asked him who I could contact at Sears to get this fixed and he had no idea because he had a very difficult time trying to get a hold of anyone to help him. To make matters worse, Sears input my contact information incorrectly so every time I call, I literally spend 1/2 hour on the phone with someone just trying to find my account. The end result is that I have a refrigerator I cannot use (because I had custom cabinets designed to accommodate the door opening the other way) and I have been completely unable to get Sears to help me. The last thing I was told was that they no longer carry the refrigerator I purchased and it had been 90 days since purchase so I was out of luck...

    0 Votes
  • Mi
    Minnko Apr 02, 2010

    After 2 weeks away on vacation, my family of 4 returned to a non-working kenmore washer. I immediately called the Sears service center, told them I was getting an F35 code, and asked for an appointment. The earliest appointment was 1 week out so I moved my appointments around and on the designated day stayed home and waited. And waited. And waited. And waited some more. FINALLY, got a call saying technician was running late and would be at least 1 to 3 hours. After 3 hours I called the service center and was told I'd get a call back. Technician calls 30 minutes later to say he'd have to order part and won't be in for 3 days.UGGGGGGH! If he knew what @(&U$&% part I needed why didn't he tell me that earlier?? Called the service center and one of their robots informed me that the techs don't get info regarding their next call until 1 hour before they get to the address. Does this make any sense to anyone?? They knew for 1 week what the problem was but no one ordered the part! So, their "policy" is to waste time - make me wait all day just so a "technician" can come out to tell me he doesn't have the part! How has this company stayed in business all of these years??

    0 Votes
  • Da
    danilo lopez Apr 02, 2010

    I have my own ordeal with Sears: a garage door in my Miami home that teh contractor hired by Sears never called the final inspection on. Now the building department in assessing fees on my property. It has been impossible to get any help from Sears, after 4 months of phone calls I have only been given the run around, when I am lucky to get a live person!

    Sears sucks!

    In my Dallas condo, I bought an exterior AC unit that does not cool just a few months after being bought and with maintenance as scheduled.

    I will neveer buy anything from Sears again!

    Danilo Lopez
    15388 SW 113 Terrace
    Miami FL 33196
    214-682-9714

    0 Votes
  • Ph
    Philip Marazita Apr 06, 2010
    This comment was posted by
    a verified customer
    Verified customer

    As ususal Sears does it again. They push service contracts when you purchase something but when it is time to deliver they fall short. There is nothing better than to make an appointment 6 to 8 weeks in advance an be given a time between 8AM and 5PM, take a day off from work to sit at home and wait and receive a call at 3 PM stating that no one is coming. So sorry.

    So let's just reschedule and waste another day.

    Don't buy from Sears and don't buyl their service contracts.

    0 Votes
  • Da
    David Pemb Apr 07, 2010
    This comment was posted by
    a verified customer
    Verified customer

    Is it a common practice to deliver items that should have beeen cleaned. I received my new riding lawnmower with pollen all over it. The gray tractor was green. The delivery people just laughed when I asked who was going to clean it. How do I know if it hasn't been sitting outside the store as a demonstrator model? I think, when I spend $1200.00 on a mower, it should have at least been cleaned. Where is the quality customer service these days?
    Unhappy in Longview

    0 Votes
  • Re
    Red Apr 08, 2010

    Our front end washer broke. Not knowing who to turn to, I reached out to Sears and their 'Blue Crew'.

    On 3/22, I scheduled an appointment on line and was happy to see that the earliest appointment was the next day, 3/23 from 1:00 to 5:00. I listed my work phone and home phone for contacts. I paid online which I thought was great.

    The next day, I missed the call by about 10 minutes. When I called back, I was told that appointment was cancelled. I asked why and I was told that the second number declined the call. I asked what the second number was and it wasn't even close to my home phone. I was told that I must have entered it wrong on line. This number was so far off it wasn't even a typo.

    I was told the next appointment was 3/30 - a week later. I told the rep that I didn't want to wait a week and that it wasn't my fault. Reasoning with them didn't matter. They didn't care that I was inconvenienced. I had to wait a week.

    3/30 the tech came out and told me I needed a spring and it had to be ordered. The earliest they could come back out was a week - company policy - so I scheduled 4/6 from 9:00 to 5:00. The spring arrived the next day.

    4/6 - the technician called out sick. Sears unwilling to send someone else or waive any of the labor service cost. I was told that it was not their problem the tech called out. Today was the second day I took off from work and I will need to take more time off on Friday.

    Next appointment is 4/9 from 1:00 to 5:00 and it will be 15 business days since the orginal call.

    If you want quick, dependable response I recommend someone other than Sears.

    The service department was unwilling at any time to expedite or escalate my call to get a technician out sooner. I was inconvenienced twice by this unit and received very little in return.

    I have never heard a staff of people use the term "not our policy" so frequently. They said all of the warm, feel good things like 'we understand your frustration' and 'we are so very sorry'. It was just a routine.

    I will never use sears for service again, and I certaintly will never buy a sears product because I know they will not stand behind it.

    0 Votes
  • Br
    BrianinSC Apr 08, 2010
    This comment was posted by
    a verified customer
    Verified customer

    I called Sears repair department to come fix an ice maker that wasn't making ice. The technican quoted me over $300.00 to fix the ice maker. I assumed it would take quite a while to fix the problem and authorized the repair. The technician fixed the problem and was out the door in under 50 minutes. The labor charges were $208.00. I don't know anyone that makes over $200.00 an hour. I called sears to complain and received the following response:

    "The labor rates are established by the company based on the job codes entered by the technician. The technician does not put in labor charges, only the job codes(s) for the work he does. The computer inputs the actual labor charge for each job code. The technician is required to charge the amount shown on his computer for parts and labor.
    By the way, our labor rates are well in line with other reputable repair companies, especially since we offer a 90 day guarantee on our repairs."

    I asked for a partial refund of the labor charge but was refused. I will NOT EVER use Sears again. I recommend you call a local appliance repair company. I wish I had.

    0 Votes
  • Im
    Imxperienced2 Apr 09, 2010

    Going through a similar ordeal with Sears customer service at this very moment. They scheduled a service call for my air conditioner (under warranty) for yesterday between 8 am and 5 pm. Waited ALL DAY for a NO SHOW. Called to reshedule and they originally tried to schedule the next date for two weeks later. I said no way, and with much persuasion, got them to reschedule for today. I called first thing in the morning and requested that they contact a dispatcher to get me in early. He put me on hold and returned to say that the serviceman would contact me in a few minutes. That was over an hour ago. Sears used to be the go-to place for everything. Now, I consider it the "stay-away" place. I want everyone to know it.

    0 Votes
  • Eb
    Ebinore Apr 12, 2010

    We recently had a PM done to our dryer and we are very dissapointed by the result. Liner on insulation was dis- lodge and tore up .Talk to service dept and re schedule and were told it would be free of charge and covered under 90 day warranty.However we were charge and addtional $142 + $82 for parts.What really ticks me off is when they were done the second time, my wife ran dryer for 5 min and dryer stop working and E1 error message.We ended up at a laundry mat for a couple hrs. Not a good *&^%$#@!***result.

    0 Votes
  • Da
    Damien Apr 12, 2010

    Wednesday washer breaks – call Sears to schedule a repair.

    The first available date is scheduled for next wed – a full week from the date I called the respire in . Was told that I would need to wait for the service person to arrive anywhere from 8- 5 Pm. They could not narrow it down. Was also told that they would call me before they came. Told me to be there all day and wait - they could not possible narrow it down by am/pm ( and eventually day)

    Tuesday night verified the appointment.

    Wednesday – service man arrives – looks at the washer and says he cannot work on it because it was beside the dryer and he cannot touch the dryer- according to Sears’s policy – it is not accessible
    Wednesday nite call Sears – speak to a customer service person and ask for a manager – am refused .

    Call again and explain the situation service person asks me all the information and then says that rescheduling does not warrant me speaking to a manager person passes me on to another customer service representative.
    Call back – get a Fitz – get passed on to a suervisor and am then disconnected after a 10 minute hold
    Call again and get an Andrew – go through the whole story again – 3rds time - then on hold for 17 minutes. Finally get to speak to an Angel- who schedules me for Saturday – 10 days off- gives me a number to call in the am to reschedule – to move the date closer.

    2 hours spent that evening on the phone trying to speak to someone.

    Thursday go to the store – explain the situation- they schedule an appointment for Friday.

    Friday at 530 get a call from Sears saying they cannot come but will be there at 8 am – First stop!!! Sat set alarm get up at 7 wait - No show At 10:15 I Go to the store – they cannot help but assure me that someone will be coming – they call several departments in sears and that someone will come from 1-5. Helen calls Tom. 2 Pm –Caroline calls Tom, 4 Pm call Tom 430 someone from the sears store calls us- after we called them of course(to tell us the service guy is in Hurleyville(10 miles away)- and is on his way – 5 Pm No show.

    0 Votes
  • Pa
    Pavelino Apr 14, 2010
    This comment was posted by
    a verified customer
    Verified customer

    I purchased an extended warranty on a treadmill from sears .When I called to set up an appointment for repair I explained to the representative that I would need 4:30 or later or a Saturday because of my work schedule.He assured me this would not be a problem and scheduled me for 4:30 or later the following Wednesday.When I received my confimation call the evening before they gave me a window of 1:00-4:00.I immediately called back and said this is not possible and the rep told me to call in the morning to reschedule. She said there was no notation of a 4:30 or later appointment.I called the next morning and explained (once again) my situation and the rep had me on hold for 45 minutes. She finally came back and I told her I was on my cell phone and at work and could hold no longer. She said she was connecting me to a supervisor.Once again on hold for 20 minutes. When the supervisor came on she said they NEVER SCHEDULE appointments in my area on Wednesday and can never give an appointment after 4:30. I told her I would take a Saturday then and she said there weren't any and I should have asked when appointments are scheduled before purchasing my warranty and then hung up on me!I could not make any mor phone calls since I was at work and decided to handle this the next day. The following day I received a call from the service tech ststing that he was at my house. He was kind enough to wait for me to arrive 55 minutes later.Once again I called to discuss this matter with customer service and the rep told me someone would contact me within 1 day. NEVER HAPPENED! I would NEVER purchase anything from Sears again and will advise my friends and associates to do the same.

    0 Votes
  • Be
    BeccaE Apr 15, 2010

    WOW, I am stunned as I thought I was the only one that had this much trouble with SEARS service and or repairs! Its UNREAL the WAY they treat their cuntomers! Heres MY story... Its so similar to every one elses!
    This is all in the past mth 2010! Oh by the way I touched base with BBB and channel 8 on your side which is one of our local news show...

    Back on March 15th I called in for a service repair for my STOVE. At that point I was given a repair appt for the following day March 16th. The tech (Pel) then came out figured the problem and ordered the part then rescheduled the appt for the following week March 23rd. This time we had a different tech (name unknown) come out and noticed wrong parts were ordered however, proceeded to connect old parts with what parts that did come in at that time noticed other issues with the stove and ordered those too. Must mention that the stove was working at the time when the tech left for a period of 30 mins or so. He also schedules a 3rd appt for April 7th. Pel the tech came out for this visit and sees our correct part still has yet to arrive after I called more then a dozen times during all of this to check on and attempt to order the part my self. All attempts on my end fails! On April 7th Pel comes out and makes a call in to sears repair and assures me at this point my part would be in by that Friday the 9th and again reschedules my appt for April 10th. The part doesn’t show up and neither does my tech. I made a call in on Monday April 12th and even went to a local store none of which were helpful! I just had an appt today April 15th at which point my main Brian part had arrived. The tech (Pel) came out and what he thought was he had in fact solved my stove issue! I would say 30mins or so after he left my home my stove came back with the F7 02 ERROR and starts to beep loudly, at this point I call sears right back. I was on the phone with them for well over an hour trying to speak with a supervisor after being transferred 7 times! Finally she comes on the line and I am very, very UPSET and rude to due the lack of service I have been given in this mth with no stove! She at this point tells me I can go to a local rental place to rent a stove until mine gets looked at come MONDAY the 19th (Meanwhile I am now more mad then I was already) she stated that a tech needed to come and look at the stove to basically prove it was STILL NOT WORKING, At that pt I said heres an option let me bring the NON working STOVE to YOU so you can clearly see its not working, She came back with I would like to see you try seeing Im not even in your state! She also at that time offers me a big $75 gift certificate and or 6mths extended warranty! None of which I wanted! What I want and need with a family of 6 and 4 are children is a new stove! So not only am I going to NOT get a new stove today I am being made to wait till MONDAY to get any help at all! Further more if the tech comes out and states that it is un repairable I will get my new stove maybe on Wed if I’m lucky. If he needs to reorder more parts then I still continue to go with out a stove until they can fix it! I am broke and CAN NOT afford the new payments for a stove as I thought my warranty was valuable! Guess I was wrong.. I feel as you all DO SEARS sucks and I will never shop their agian! I am hoping to get my friends, family and anyone that will listen to NOT SHOP THIER EITHER!!! GOOD LUCK TO ANYONE THAT DOES.. BUYER BEWARE!

    0 Votes
  • Oo
    Ookkle Apr 19, 2010
    This comment was posted by
    a verified customer
    Verified customer

    My complaint is that i bought a 72" surfaace top for a work station and it was sent to Merchandise pickup. When i went to pick it up i was informed that they couldnt find it. So all they wanted to do was refund my money. I didnt want the money back i need the work surface. They to me that since it was a clearence item they couldnt get me another one. I am so up set because somebody dropped the ball in the merchandise pick up area. What they did was not go out on the sales floor and retrive my paid for merchadise from the sales floor so that it wouldnt be sold. Now the problem is that it has been sold and even online it cant be ordered because it was clearenced out. Personal i dont care what city or state they get one from but they need to find another store and have it sent to this store so that i will have my merchadise. This is very poor customer service. customer Mad as Hell.

    0 Votes
  • Wr
    Wronmga Apr 21, 2010
    This comment was posted by
    a verified customer
    Verified customer

    My husband and i bought a tv a few years ago and recently it stopped working. We called Sears to come and fix the tv and he came over twice to fix it. he ordered a part and installed it. Well the part he ordered did not fix the tv so we called again and the same man came out, this time he said he could not fix the tv so he would reimburse us for all the labor he charged. we were told he would put in a ticket for our reimbursement and was told we would receive a check in the mail within two weeks. we have not received any check and we have contacted several people from sears over this . The fifth time i finally spoke to someone and they said the check had been processed and we would receive it in the mail in 2 weeks well we never got the check and now they say they stopped the check. I dont understand what is the problem as to why they would stop the check. We have receipts and confirmation numbers and six different numbers of places they told us to call. This is very frustrating because we were told we would have the money back. I hope you can help us because we spent 5, 000 dollars on this tv from sears and we are very good customers.

    0 Votes
  • Na
    nancy lukas Apr 22, 2010
    This comment was posted by
    a verified customer
    Verified customer

    I purchased a craftmanmower in may 2009,
    I am taking it back for the forth time
    today april 22 2010
    first time wouldnt push spike inside mower
    sec time oil leak
    third time wont start wired wrong
    today wont start again .
    I am 70 yrs old & I have to find someone to help me take it their, & then I have to pay 25.00 to have my lawn cut til I
    get it back I need HELP .
    Nancy Lukas
    Menyor Ohio 44060
    440-257-5851

    0 Votes
  • Hr
    hrosa Apr 26, 2010
    This comment was posted by
    a verified customer
    Verified customer

    Gentlemen: On February 8, 2010 a Sears technician came over to my house to pick up my Bose table top stereo model 20 music center. The cd was not working properly and took it to the shop for repair. I received a call a couple of weeks ago stating that it was repaired and that it was in the Guaynabo Puerto Rico center. I instructed them that they have to bring it to my house since I'm paying for home service, and they agreed. Last saturday April 23, I received a call that they were bringing the equipment and they were going to installed it, but never show up and today Monday April 25, 12:07 pm, I have not been able to get in touch with them. Please look in to this and I"ll appreciate your help. Thank you in advance. Alba Acosta Rosa. [email protected]

    0 Votes
  • Ar
    Arkanum Apr 26, 2010
    This comment was posted by
    a verified customer
    Verified customer

    Bought a mattress at Sears because they advertised free delivery ($75) after submission of mail-in rebate. We completed and mailed the rebate form with all the required documentation. Purchased the mattress on July 4 2009 and mailed in rebate July 15, 2009. As of October 28, 2009 we haven't received the advertised rebate . We've made a number of calls and get various stories, (its in the mail, etc.) Now we've been informed that a third party (City Bank) had issued a card with a credit. We never got a card or anything else from Sears. After reading other complaints similar to ours I'm convinced someone is trying to give Sears a bad name. My next step in the process will be to document everything and go to the State Attorney Generals office as well as the Federal, Truth in advertising commission with a complaint. Additionally, I will Register a complaint with the BBB and Consumers Reports. We won't give up until they make this good. There are so many complaints on this subject that it will be a good candidate for a class action suite against Sears.

    0 Votes
  • Ul
    Ulimer Apr 26, 2010
    This comment was posted by
    a verified customer
    Verified customer

    I have been a very satisfied Sears Customer for more than 50 years. I have been buying Craftsman tool, Kenmore appliances, Sears shoes and clothing and Sears electronics, home and automotive products and services for all those years. All of these years Sears has treated me like a valued Customer and has stood behind every product and service they have sold. That all changed on Wednesday October 28, 2009 at the Sears Automotive Center in the Fair Oaks Mall in Fairfax, Va. In June 2009 I brought my Toyota 4Runner in and purchased tires, brakes, wheel alignment, serpentine belt and other services totaling almost $ 1000.00. Recently my vehicle developed a shimmy in the front end which is usually associated with wheel balance or defective tires. I brought my vehicle in and the mechanic checked out the problem. They determined that I had a bad wheel bearing in the front wheel. At that time I asked them if this was something they could fix or if I need to take this to my dealer or another mechanic for repair. They responded that this was something they could fix and had done this work before. I asked for an estimate before I made my decision. I also called the dealer and the mechanic I normally work with to get a price for comparison purposes. If the Sears price was within the range I would allow them to do the work. The Sears salesperson came back with a price of $ 426.93 for parts, labor and tax to do the work. This was below the others but within the range so I ask them to complete the repair. This was at 9:30 in the morning and they told me it would take an hour or so to get the part and about 3 hours to do the work, but that the vehicle should be ready by 2:30 PM. They proceeded to take my car apart in preparation for the work which needed to be done. I came back past the service area around 12:30 PM and the vehicle was still up on the lift with the front still disassembled. The salesperson came out and said that the wrong part was sent, but that the correct part was on the way and that the vehicle should be ready around 2:30 PM. I came back around 2:30 PM to find the vehicle in the same condition. I was advised again that the wrong part was sent and that the correct part should be there soon. I was there when the part supplier arrived again with the wrong part. At this point I became very concerned as to weather or not your mechanic and salesperson really knew what they were doing. The salesperson went into his office and called a Toyota dealer parts department and told them what they needed. The parts department told them they had ordered the wrong parts and the parts they actually needed were more expensive. They salesperson then advised me that the cost to repair my vehicle was going to be $ 707+ about $ 280.00 more that original estimate. This was also more than $ 100.00 higher than I could get it done elsewhere. I refused to pay $ 707+ and the salesperson said all they could do was to put it back together the way it was. At this point I told them to put it back together as there was no other option. Had they given me the correct price in the beginning I never would have asked them to do the work. I thought they knew what they were doing, but apparently they did not. They told me to come back around 5:30 PM to get my car. So I had to walk home because I had a prior commitment which I need to take care of.

    When I got home I also called Sears Corporate office to express my displeasure. I had tried to contact you but was told you were out until Monday and I was given not alternative but to escalate this. I also went online and pulled up the diagram of the front bearing assembly of my vehicle, got the part numbers needed and called the local auto parts supplier. The retail price he gave me for the 4 parts was around $ 275.00. The price your sales person was giving me went from $ 170+ to more than $ 450+. Something is wrong there!!!

    I returned at 5:30 PM and picked up my vehicle. So after wasting 8 hours of my time the only thing I get is I'm sorry and my vehicle back with the same problem it had when I came in.

    I guess what this tells me is that my time is worth NOTHING and as a Customer who spent about $ 10, 000.00 ( which you can easily verify) in your store in the last 2 years I am worth nothing??

    0 Votes
  • Ur
    Urzine Apr 28, 2010
    This comment was posted by
    a verified customer
    Verified customer

    The pineville optical dept is unorganized and the doctor must be going through a financial mess because he didn't see me all he saw was money.He made it a point to tell me he wanted to charge more but the economy doesn't allow it.They are already priced higher than most places.I went back to him because of my first visit with great service. He was very impatient and couldnt get me out of there fast enough. It took over 30 days to get my trial pair of contacts. The perscription is not correct. I will have to go back now. This is my second time there. The first time was very pleasant and I recommended them to everyone. The doctor does not seem like he is into what he does anymore. I will not return to them after my recheck. They fired someone between my visit and trial pair and the lady they have transfered in is rude and doesnt care about customer service.

    0 Votes
  • Tr
    Tremeble Apr 28, 2010
    This comment was posted by
    a verified customer
    Verified customer

    I am extremely displeased with this product. My husband and I purchased this Gas range with the intention of using it for many years to come. Unfortunately the main oven stopped working shortly after one year. We continued to use the triple task bottom drawer for a few months. We finally called a repair person after several attempts to fix the oven on my husbands part, and when the triple task bottom drawer stopped working as well. The cost of repair would have been about $500.00 the cost of the oven was about $900.00 new. Do not buy this model!

    0 Votes
  • Le
    Lebendun Apr 28, 2010
    This comment was posted by
    a verified customer
    Verified customer

    I purchase a Kenmore Elite front load washing machine 3 years ago. Since then the same part has been replaced 3 times and numerous other parts. I have the service repairman at my house 7 times since September and had atleast 10 phone call placed to them. At this point in time my machine is in process of being considered a lemon however they say that will take 48 to 72 hours to decide. My question to Sears is how much do they have to put there customer through before they do the fair thing. I am an honest loyal customer and have been for more then 20 years and purchased 3 houses of appliances for. If Sears does replace my machine I will sell it along with my matching dryer and buy from somewhere else, like a local company. I am extremely upset at there service and would like to know who to contact at a higher level.

    0 Votes
  • Me
    Melvis Apr 29, 2010
    This comment was posted by
    a verified customer
    Verified customer

    I have a electronic igniter range and he was telling me i had a pilot light. not true. thats the whole purpose of the electronic igniter not to have a pilot light. then the idiot tells me he can't get the part i needed, leaving me with my still broken range. on top of all this ###, the s.o.b. sticks me with a bill of $140.00! after paying this good for nothing crook his $140.00, i pull the part myself, take it down to ideal appliance parts in metairie, la, and low and behold they have the part.

    0 Votes
  • Ed
    Edmundo Apr 29, 2010
    This comment was posted by
    a verified customer
    Verified customer

    Sears Auto center continues to screw the consumer. I recently had them do a front end alignment on my Chevrolet Silverado Truck. The Monkee that they assigned the job to, did not finish the job. He let me the customer and consumer leave with my vehicle after he said the trucks alignment had been completed in an un-safe hazardous condition. The Monkee did not tighten any of the Upper Control Arm bolts after he said the job was finished. It wasnt until I had taken to my Truck to a different repair facility to find out why I had certain problems that I was experiencing in the front end location did i find out that the upper control arm bolts never were tightened / torqued. Not only did Sears endanger my life, But they ruined the Front End of my Truck. The frigging Monkee's that they hire from Management down to their mechanics should all be un-employed and kept from screwing any consumers ever again. Sears, You all are friggin IDIOTS. You have lost my complete buisness for ever.

    0 Votes
  • Tr
    Trambo Apr 29, 2010
    This comment was posted by
    a verified customer
    Verified customer

    I recently ordered some lawn mower parts for my Sears Craftsman mower. From past experience with Sears, I fully expected problems with the order. I was not disappointed.

    First, they sent rear wheels instead of the front wheels I ordered.(they did send the front wheel covers correctly.)I was charged the correct price for the incorrectly sent wheels.

    Rather than return the incorrectly sent rear wheels, I decided to keep them. I notified Sears of their mistake, and placed a second order for the front wheels and I added a sparkplug to the order.

    When the wheels did not arrive, I called Sears. They determined the wheels ordered on the second order had been sent incorrectly sent to our former address, which was NOT the address used when both orders were placed. (I used our current address on both orders.)

    During this conversation with Sears, I informed the Sears person that I would simply go to our former address and pick up the wheels and that would be that, which I did. (I assumed that Sears would correct their mistake on using our former address so that the sparkplug, which had not yet been shipped, would be sent to our correct address as given when the order was placed.)

    The Sears person insisted that they would re-ship the wheels anyway to our correct address.

    Of course, a couple of days later Sears sent the sparkplug on the to our former (incorrect) address anyway. So I went back to our former address a second time and retrieved the sparkplug.

    In the matter of the unneeded re-shipment of the wheels that I had already picked up from our former address? Sears sent them anyway. Sears being Sears, the wheels were again incorrectly sent to our former address.

    This time, quite rightly thinking that enough is enough, the folks at our former address refused this (third) incorrect shipment when UPS attempted delivery. UPS called me to help straighten out what the correct address should be. I told them to use our correct current address, the same address I used when placing both orders.
    That was a few days ago. I suppose that sometime or other, the wheels will eventually be delivered to our correct address.

    I called Sears and spoke to a person in parts. She looked at the records, and asked if we had looked in the bushes for the part (!) (Naturally, because they are Sears people, they are confused by the whole thing.)

    The gentleman living at our former address called me to inquire whey he was getting these incorrect shipments. I told him that Sears had mistakenly used our old address, and I apologized for the inconvenience. He just laughed and said that this is the usual Sears service that one just accepts because there is nothing that can be done about it.

    Anyway. I now have everything I ordered and it works and that's fine. However, in a couple of months, I'll need to order replacement water filters for my Sears refrigerator/freezer. I'll put it off as long as I can, hoping that by that time Sears will have deleted our old address from their records as they told me they would.

    Even so, I'm sure that Sears will find some other way to mis-handle this future order.

    After all, incompetence, like rust, never sleeps!

    0 Votes
  • Sr
    Srock Apr 29, 2010
    This comment was posted by
    a verified customer
    Verified customer

    I recently had a horrible experience with Sears . I purchased a service contract #198594780800018 for a dishwasher for $204.99 and was told at the time of purchase that “we will service your dish washer and make it as good as new and if we can’t fix it we will replace it with a brand new one for no extra charge”.

    I purchased the contract and after the 1st repair the dishwasher did not drain properly and flooded the kitchen of my condo. Sears came out over the next month 3 more times and each time the dishwasher flooded the kitchen in my condo. I asked the service man if they could just “replace it” since was not fixed and he said “your washer works, OK?”

    The condo building wrote me a letter and since there were damages they will not allow Sears in to repair anymore and said I have to buy a new one. I called Sears and asked to talk to a supervisor and told them that since they will not be allowed in the condo any more would they please:
    1. Refund my money since the washer was never fixed.
    2. Give me a new one as per agreement.
    3. Put the purchase price toward a new one which I was willing to buy.
    The supervisor told me in no uncertain terms that “I will get no refund or any other special treatment”
    I asked to talk to that supervisor’s supervisor and they told me that they are busy and will call me back.
    They never called back. Now I am out of the money for the contract and I must purchase a new machine with no discount. The old machine is garbage and must be thrown out.

    Bill Prewitt: Another dissatisfied customer.

    0 Votes
  • Re
    reed902 May 01, 2010

    Sears has the WORST customer service of any retailer. I am not exactly sure where they get their people or how they are trained but they all have been rude, lack basic customer service skills and basically just don't care. As I waded through the process of complaining about the incorrect appliance that was delivered and the re-delivery which arrived when I repeatedly told them I would not be home, on the third try I finally had the correct dyer! My complaints had been elevated to a consumer group at the executive office. These folks were no better than the regular customer service employees. NEVER WILL I SHOP AT SEARS AGAIN! They lured me with the offer of gift cards to then purchase a new washer as well. I was thinking about the good deal and neglected to remember the complete hassle that I just gone through dealing with their excuses and mistakes. I am still waiting for the new washer! It has been over 2 weeks. The first model I chose was promised and then the order was cancelled because they decided they could no longer get it. My next choice should be here next week - maybe?? The worst part is that this "top" level of customer care is accountable to no one. They are insulated by a group of executives who cannot be contacted by any customer. Any complaint whether it be phoned, written, or emailed even if addressed to a top CEO, ect will just be routed down to this department and no one will ever know the real experiences of the many suffering customers! It's really shameful because Mr Roebuck's good name has been ruined.

    0 Votes
  • Li
    Lisa Fasce May 02, 2010

    Sears had freinds and family tonight SundayMay2, 2010 it was so hot in your store you could not even shop I fely so bad for your employee there is no reason people should have to work in those condition, Everytime I am in this store it is very hot but tonight it was much worse.I was in the store a couple weeks ago and it was so hot I was trying on clothes and it was inpossable so tonight I knew it was no uses in trying...Please get your air fixed for you customers and your staff..thank you for your time

    0 Votes
  • Ch
    Chunk May 03, 2010
    This comment was posted by
    a verified customer
    Verified customer

    We purchased a brand new front load washer and dryer from Sears exactly one year ago to the month (almost the exact date) and the washer has broken down. We called Sears for service. They came out and as usual stated the problem could not be fixed because they did not have the part in stock. I hit the roof! I am tired of them not having the parts to fix things. They also admitted that the reason why we were experiencing smelly laundry is because when Sears installed out washer, they made the hose in the back of the washer too long and a lot of back water was getting into our clothes causing a terrible smell. They fixed the hose and came out to install a new pump and then told us after installing the pump, the machine still is giving them a strange code and is still not working. We are down to the wire now. I am home trying to recover from severe double pneumonia, Thanksgiving is coming, and these people don’t care about fixing the problem in a timely manner and refuse to give us a new washer. My husband has had to go to the Laundromat 2 weeks in a row and this is breaking our backs!!! Now it looks like we will have to go a third week to the Laundromat because Sears once again dropped the ball!!! WE PLAN NEVER TO PURCHASE A SINGLE FROM SEARS AGAIN!!!

    0 Votes
  • Ri
    Ringostar25 May 06, 2010
    This comment was posted by
    a verified customer
    Verified customer

    I had a sears hot water heater called the surviver, guaranteed to never leak, once a year I have had to get heating elements replaced. This year was no different.On nov.12 I had a service call as again no hot water.I had to wait FOUR DAYS with no hot water just to get the service call, when the service man gets here finally, sure enough I needed another heating element.He replaced the element then he comes up and tells me the hot water heater is leaking and cannot be fixed, I have a service contract so he told me I would have to go to the store and they would issue me a replacement.With no hot water I went up to the store the next morning and was issued a replacement water heater with a lesser warranty because they do not have the surviver any longer, he then charged me TWO HUNDRED TWENTY NINE DOLLARS AND NIENTY NINE CENTS for installation and a permit, eventhough I have a full service contract ! He then told me it would be delivered and installed the next day which was on a saturday.Now waiting over a week with NO WATER AND NO HOT WATER BECAUSE IF THE WATER IS ON IT LEAKS!Saturday comes NO DELIVERY, NO CALL! I call the store they give me a 800 number to call, I call the 800 number they give me the plumbers number to call, I call them. CLOSED ON SATURDAY ! I left a message for them to call me(WHY DID I HAVE TO MAKE THE CALLS! The same day sears HOT LINE service center calls me to schedule a replacement hot water heater! I told them the service man told me I had to go to the store to get a replacement so I did, I also told them I was charged for installation and for a permit, they told me I have a full service warranty and only needed to pay for the permit. I called the store(AGAIN I HAD TO MAKE THE CALL) They did credit me for the install but still paid for the permit.On Monday morning the plumber called me and he did come out later that day and installed the new water heater.He told me he would have to come back in a couple weeks to have it inspected when he got the permit.TO THIS DAY DECEMBER8, 2009 NO CALL! On Monday December 7 sears calls me and tells me my service contract for my hot water has expired and is time to renew, I happened to have my service contract on my desk becasuse i consider this case not closed, and my service contract does not expire until APRIL 29, 2011 ! under contract number1311598830091.The sevice person said he would make a note of it! At the very least I consider this extremly POOR SERVICE, I would really like to know what SEARS think, and I really want to know if I get any kind of response!

    0 Votes
  • Th
    Thomas May 07, 2010
    This comment was posted by
    a verified customer
    Verified customer

    I was shopping for a Samsung Refrigerator RF266AEPN on 4/24/2010 at around 10:15pm Pacific time. The price as advertised on the webpage was $1329.99 and 4/24 was the last day for the promotion, and when I added to the cart, it was still showing $1329.99. However, shortly after I read through all the different installation options and warranty options, I noticed my final price has changed to $1899.99.

    The Sears home page was still advertising the 30% off energy star product, and I still see the $1329.99 price being advertised. So I don't understand why I'm being charged the original price of $1899.99.

    I suspect this is false advertisement and a blatant attempt to cheat the customers. Repeated calls to Sears have not help resolved this issue, and one rep even hung up on me.

    0 Votes
  • Mr
    Mrs. Brown May 07, 2010

    May 7, 2010


    Sears Corporate Office
    3333 Beverly Road
    Hoffman Estates, Illinois 60179

    Attn: Advocate & Corporate
    Complaint Department RE: Customer Service


    To Whom It May Concern:

    At a most inconvenient time, my washing machine stopped working. I called your service department and was offered two choices as far as service is concerned. I opted to purchase the complete service package after being informed that it came with an agreement that entailed me to a $500.00 voucher to be used towards the purchase of a replacement washer if my present washer was deemed “not repairable”.

    On the date of the first appointment, April 30th, 2010, the technician informed me that I needed to pay an additional fee of $405.00. This, he explained, was for parts that were not covered under my agreement. I immediately called the 800-number and was told that this is not the case. I then put the technician on the telephone and he was informed that he needed to call his manager. I find it disconcerting to think that your technicians are not aware of the correct protocol in dealing with customers. I was then informed by the person on the phone, that the technician knows better than they do what the correct next step would be, they ended the telephone call at that point. The technician got on his cell phone and called his manager who informed him that he needed to call “stock”, which he did and was then familiarized with the necessary procedure. He was also notified as to the correct procedure needed to follow to meet my needs. He then asked to use my telephone once more and remained on the telephone for over 2 hours discussing the necessary repairs, parts and policies. Finally, when this was all done, I was told that another appointment was needed for the following week, May 7th, to repair to washer. He scheduled the appointment and went out to his van. I thought the visit was over. He returned shortly after however and informed me that he had left some papers on my dining table. I allowed him in to get his papers. After which, I became aware after that my registration from my vehicle was missing. I called this individual and left numerous messages assuming the best that he had picked it up accidentally, but never got any callbacks. I then needed to take time-off to go to DMV and get a replacement.

    One week later, Thursday, May 6th, 2010, I called to confirm the appointment for May 7th. I made arrangements to be available once more for this appointment. At 3:45pm I called 800-4MY-HOME to check the status of my appointment since it was getting late and I had not received any calls by the technician. I was then informed that the appointment was cancelled. I WAS NEVER NOTIFIED! I was highly annoyed by this and requested to speak to a supervisor. I was told that the supervisor would not be able to tell me anything that the customer service agent hadn’t already told me. Upon insisting on speaking to a supervisor, I was connected to a supervisor and was then told that I would be squeezed into the Saturday, May 8th, 2010 appointments. I must, however, make myself available between 8:00am and 5:00pm. I was completely disgusted by this time. I was expecting guest on Saturday and had plans to attend my son’s Confirmation at church. I then insisted on speaking to a tech-manager in an attempt to reduce the window time for my appointment. I was told it is impossible and nothing could be done. I was also again reminded that my appointment was “squeezed” in on Saturday, and that was all that can be done. This supervisor then hung the telephone up on me.

    I called back a number of times and was informed that there was never an appointment for May 7th. I was also informed that there are no records of my telephone call on Thursday, May 6th, to confirmation my May 7th appointment.

    This type of customer service is completely unacceptable. There was no delay in my account being debited on the evening of April 28 for the service agreement. I have now paid for a service and rearranged my schedule numerous times to accommodate the technician, but my machine is still not repaired. My living room now is home to two huge boxes, as well as, one smaller one. I am expecting guests to celebrate my son’s Confirmation and am unable to wash any laundry.

    Now, I feel as though I am entitled to some sort of financial reimbursement for all my time and undue stress. I have never been treated so poorly for a service I am paying for. This is a service I have already paid for and received nothing but stress and aggravation. How will you compensate me?????? I’ve always turned to Sears first for any appliance I purchase, but after this experience that will no longer be the case.


    Unsatisfied Customer,

    Mrs. Brown

    0 Votes
  • Lo
    loescherk May 08, 2010

    I was scheduled to have my refrigerator repaired 4 May and took off from work from 1230 to 1700 hrs. I received a phone call at 1320 hrs from the service center to inform me that the technician would not be able to make it for the scheduled repair and they had to reschedule. I am sure that the technician and the service center were aware of the schedule issue prior to lunch time and should have contacted me then. I had to take leave from work and reschedule meetings to make this appointment for 4 May. The lack of customer service and courteous is unbelievable. When I asked to speak to a supervisor reference the lack of service the office REFUSED my request. I had to reschedule for the following Saturday, 8 May, and the technician was to show up between 1000 and 1400 hrs. I called the service center again at 1350 today, 5/8/10, and was told that the technician was running late. I asked for an estimate time of arrival and was told he would be on his way. It is now 1440, 50 minutes ago. Not only have you disrupted my work schedule because of your lack of time management you have also disrupted my weekend. I have purchased all of my appliances from Sears. I am extremely disappointed in the home warranty and lack of service that you have provided that I regret making any purchase from Sears. I will ensure to share my experience with everyone that relocates to this location.

    0 Votes
  • Es
    Escapist May 10, 2010
    This comment was posted by
    a verified customer
    Verified customer

    We purchased 4 major appliances 2 yrs ago in November from Sears . We were told by the salesman that Sears no longer makes it own products. We were swayed by the prices and Kenmore's past reputation. Immediately, the refrigerator made a popping followed by a "gurgling" noise. I called and was told that this is this is the cycling noise. The popping eventually stopped but the other noises are louder and occur every 30 minutes approximately. I can not hear the TV in the kitchen when it "cycles". My old fridge made no noise although it did hum quietly. Now, the main single burner on the stove has gone out. I did not bother to call Sears.

    I am extremely disappointed and wish I had bought the GE products I had considered. They also have dedicated repairmen for service calls.

    I have told my family, no more Sears.

    0 Votes
  • An
    anon121314 May 11, 2010

    I worked in one of Sears national call centers for a few months and had to leave. When people call their local Sears Parts Store, they are redirected to our call center where their call is answered by a person trained to get deep into their pockets. Elderly people just calling to check the store hours of their local store will have bought several items they had no intentions of purchasing before they get off the phone.

    If you are unlucky enough to get a cut-throat on the other end of the line, they will automatically schedule to have a service man come out to your house to give you a "free" estimate on home repairs, then you will be harassed to no end and receive call after call until you eventually cave and finance to have your cabinets resurfaced or new vinyl siding.

    Employees are required to turn 40% of those calls into sales. Or if a person was calling to order parts, we are required to sell them at least 1 add-on (but we had to offer 3!!).

    Steer clear of phoning Sears. Especially don't let your elderly loved ones call them under any circumstances -- they WILL be taken advantage of.

    0 Votes
  • Ob
    Obxaz May 11, 2010
    This comment was posted by
    a verified customer
    Verified customer

    I went into Sears in November to buy Christmas gifts. When I cashed out the young letter said If I opened up the account I would get 10% off so I did. I used my driver lic my social I didn't have my card with me. I used my address my phone Number. I went back in about 3 weeks later to buy somrthing they said it was somone else's credit card.
    I called and E-mail the company no one got back to me I also wrote Attorney General or anyone to think it was Fraud.

    If this was fraud it was enough money to buy anything I wanted. when I called Sears they told me to call citi bank . I called gave the first young lady my information she trans ferred me to someone else they cut me off. I have got an attorney involved in this.

    I called back this morning talked to 3 people they said it was under investigation i once again gave them my information so I could pay the bill. They said it would take 24-48 hours to contact someone that is trying to pay a bill don't do business with sears for credit it is under citibank they are the worse.

    0 Votes
  • Bi
    bill andrews May 12, 2010
    This comment was posted by
    a verified customer
    Verified customer

    i recently had a fridge delivered to my house the delivery truck destroyed my neighbors driveway and refuse to pay damages

    0 Votes
  • So
    sophie muscosky May 16, 2010

    i bought a dishwasher which i was suppose to get a $65 rebate on delivery .they sent me a debit/gift card .i tried to use it twice to no avail. they say i cashed it in at a bank & had no balance. this is not true, i never cashed it in & further m ore the bank that they said did it does not & will not cash gift cards. this is a complete scam on sears part.I will never buy another product from sears & i am going to tell everyone i know what this company is doing to me.

    0 Votes
  • Ke
    KenG62 May 17, 2010
    This comment was posted by
    a verified customer
    Verified customer

    Scheduled regular maintenance of our central AC unit on line for a Friday between 8 am and 12 noon. I had to take off work that whole morning to be there. At 1:15 no one had called and no one had come to my home. I called the Customer Service line and they verified that there were no calls made to me but the the technician said he was at my home at 11:20 and I did not answer the door. That was absolutely not the case. At that time I was on the telephone in my study...directly across from the front door...and the landscapers were there -- 5 of them --- doing the front lawn at at time. This is horrendous service.

    0 Votes
  • Jo
    joyce paris May 17, 2010
    This comment was posted by
    a verified customer
    Verified customer

    My first appointment was cancelled without notice whatsoever. Second appointment they fixed one thing, but not the other thing. Washer was not spinning inside; that was fixed. But the washer still was not spinning the water out so I had to manually wring the clothes out and put them in the dryer sopping wet. And of course it took 3 hours to dry that load. Third appointment was cancelled without notice of course. Fourth appointment they fixed the clutch that makes it spin out water. I now have an appointment today between 8 and 12 pm and it is presently 12:30 and still not a phone call so it looks like another cancellation. Something is wrong in the mechanism that tells the machine when to spin out the water because guess what it still does not spin the water out. So when I do a load I have to move the knob to another section which states spin and lo and behold it spins it. Mind you I was without a washer for over 2 weeks before these bozos gave me my first appointment which they cancelled. And we have a Sears warranty on all our appliances and the whole house is Sears appliances and even all garden machines. How stupid are we?

    0 Votes
  • Bj
    bjwilliams May 17, 2010
    This comment was posted by
    a verified customer
    Verified customer

    Bought an oasis washer 1 1/2 years ago, the control panel is malfunctioning, it constantly stops for washer imbalance. I contacted the consumer complaints and was told because it's out of warranty of 1 year I would have to pay a service call of over 200.00 for the repair. I asked for a prorated discount considering the age of the washer and was told no. Talked to corporate office with the same hard stance. I bought it its mine .

    0 Votes
  • Lu
    Lusoone May 17, 2010
    This comment was posted by
    a verified customer
    Verified customer

    Refrigerator had a low cooling issue for about two days then started to work normal again. Technician came to the house to troubleshoot refrigerator. Condenser coils were 50% frosted and contents of freezer were frozen solid. Tech said low freon in the system could be the reason why condenser coil was working at 50% efficiency. I asked tech to recharge the freon. This was where things went south. The freon in the system was R-12. This type of freon no longer exist because of its harmful effects on the environment. Instead of confirming the type of freon in the system, the tech went ahead and drained the system. It was at that point he realized that the system had R-12 in it. Since there was no R-12 to be found he had to install a retrofit kit in order for the system to use the new R-134 freon. The installation went well, however, when he turned on the refrigerator to check its operation, the condenser coils began to cool, suggestion the fridge was back to normal. Approximately one hour after he left the fridge went silent...there was no sound coming from the compressor. The fridge ran all night. The following morning the interior of the fridge was very warm, needless to say, this was an indication that the fridge was now completely inoperative. My fridge was working fine when the tech came to the house as evidenced by the frozen contents in the freezer and frost on the condenser coils. Furthermore, there was also ice cubes in the ice maker, another indication that the fridge was working normal. After he installed the retrofit kit the fridge has not worked since. I want my fridge fixed and brought back to its original working condition.

    0 Votes
  • 80
    80'sBMX'er May 17, 2010

    Yeah... [censor] Sears!

    1 Votes
  • Me
    MensaBabe May 17, 2010

    Thank you for the warning, but I have to add this: it's spelled CUSTOMER. A COSTUMER is someone who makes costumes - you know, those things you wear on Halloween? From the title only, I actually thought you were someone who made costumes and were mad about perhaps a sowing machine you bought at Sears!

    0 Votes
  • Jo
    John Bingaman May 20, 2010
    This comment was posted by
    a verified customer
    Verified customer

    Sears ordered parts for me for my tiller at their store. when I went to pay for it realized they charged me for shipping to my home address, asked about this and they said that was the way they ordered parts. That it had to be sent to my home. When parts arrived was the wrong parts. I had given them the correct information, directly from the tiller. took parts back to store, explained problem of wrong parts, their response was for me to deal with it. I explained that I had them order just so no problem would come up. I then told them I felt they should take care of reordering and sending parts back, Their response was "Its your problem to deal with not ours". Sears may look back and see that I have been a very loyal customer for over 40 years all of my appliances etc have been through them . This will no longer be the case . Sears needs to learn about valuable customer service. When the question is ask, what happened to Sears take a look at complaints about managers, complaint resolutions, and product quality. to bad a good company gone bad...

    0 Votes
  • Ap
    Aplenliben May 21, 2010
    This comment was posted by
    a verified customer
    Verified customer

    I ordered and paid for a pair for boots for my nephew as a christmas present through sears . I was told that they would be delivered to my home by Christmas. On christmas eve, I received and email stating they were at the Sears store. (about 45minutes from my house) I drove up there to pick the boots up, to find out that the email was a mistake. They informed me that I would have the shoes by Dec. 30th and they would be delivered to my home. That date came and went. I called Sears repeadedly and they continued to tell me that they would check into the situation and call me back within 24-48 hours. I never received a phone call back. After several complaints I was offered a five dollar gift card for having to wait so long. (I think I spent more in gas running up to the store to pick up the boots that were not there). Today, after about 2 dozen phone calls, I was told that they don't have the boots and that they are going to "try" to issue me a refund. I have not yet received this $5.00 gift card that I was supposed to receive. The "customer service" team they have is horrible. These people are extremely rude and just don't care. I will never do business with Sears.com again.

    0 Votes
  • Fa
    Famangino May 21, 2010
    This comment was posted by
    a verified customer
    Verified customer

    I had the worst experience at Sears. This was at the store in Town East Mall in Mesquite, Texas. I went to the appliance section to see a manager about a problem with my TV. I spoke to a person, but he was not the manager. He said he would get the manager to call me. A manager never called so I called 2 days later. I spoke to the manager and he was very rude and impatient. I asked him for his name and he told me "unfortunately I don't give out my last name, but my first name is Willis. I asked him for a number to speak with someone above him and he gave me the number to the appliance repair center. I called and complained on the phone, but no one has even called me back. I will never spend money at Sears again and I will advise anyone I know to do the same. I have been in customer service most of my life and have never seen any company conduct themselves in this manner.

    0 Votes
  • No
    notamoron May 22, 2010

    you are a [censor], you could have purchased a new appliance for cheaper and faster. just because you are too stupid to know this is not sears fault. and just because it was sold to you by sears doesnt make them responsible for your product. you could have purchased that from anyone and had the same problem. sears sells appliances and stuff, YOU are responsible for fixing it after the fact... there are too many of you [censor]s in this world today like you, dont complain because you are stupid,

    0 Votes
  • Fr
    Frank T. DeAngelis May 24, 2010
    This comment was posted by
    a verified customer
    Verified customer

    The Sears rebate.com people that run the sears rebate program are fraudulent, corrupt people. I had an e-mail stating that the rebate was on its way, but the rebate people (via e-mail, "no record" of me) via tele., "John" and his supervisor, "Lillie, " just told me that "I" had given them the wrong address, they would not tell me what the address was -what they had, and offered absolutely no solution at all, except hanging up and forgetting about my rebate.

    It was definitely a scam, as I saw by other people's complaints that duplicated mine.

    When I went back to the store where I purchased the appliances (stove, hood-fan) -along with all documentation, the store manager, Dean, was very understanding and helpful. He gave me my rebate card immediately.

    I would caution Sears to check into their rebate outsourcing dept. It does them no good, but only tarnishes their reputation and credibility.

    0 Votes
  • Fr
    Frank T. DeAngelis May 24, 2010
    This comment was posted by
    a verified customer
    Verified customer

    The Sears rebate.com people that run the sears rebate program are fraudulent, corrupt people. I had an e-mail stating that the rebate was on its way, but the rebate people (via e-mail, "no record" of me) via tele., "John" and his supervisor, "Lillie, ID2408" just told me that "I" had given them the wrong address, they would not tell me what the address was -what they had, and offered absolutely no solution at all, except hanging up and forgetting about my rebate.
    It was definitely a scam, as I saw by other people's complaints that duplicated mine

    When I went back to the store where I purchased the appliances (stove, hood-fan) -along with all documentation, the store manager, Dean, was very understanding and helpful. He gave me my rebate card immediately

    I would caution Sears to check into their rebate outsourcing dept. It does them no good, but only tarnishes their reputation and credibility.

    0 Votes
  • Bl
    Blue Scy May 25, 2010
    This comment was posted by
    a verified customer
    Verified customer

    I bought a fridge from Sears outlet and using their 6 month free finance which the service person talk me into.
    I checked my statements every month to make sure I paid the charge in full, The last statement I received is April and the minimum is 0 and due date is May 12th, I roughly knew it is about time and then I paid it in full. But when I checked my statement today and I was charged about $210 for interests because I did made the expired date and then I called the customer service to see if they can waive the charge since there is no sign of warning that the expired date is and she said it is can not be waived.
    So do not buy anything from Sears and do not trust any promotions that Sears promise!

    0 Votes
  • On
    Oneway May 27, 2010
    This comment was posted by
    a verified customer
    Verified customer

    Waher broke will not unlock door or run through cycle, called sears repair service dec 28, 2009. bought and extended warrenty cost me $329.00, They have been to my house 3 times, finally tell me part on back order till feb 10 2010, that time comes, I get another call part on back order till Feb 22 2010, I have paid $329.00, and I have nothing, My washer will soon be down for 2 months! I can't belive this, I call and ask to speak to manager or higher up, I get no results. They have my money, I have nothing.

    0 Votes
  • As
    Asctesz May 28, 2010
    This comment was posted by
    a verified customer
    Verified customer

    I bought a vacuum from sears, had one for 20 years that I bought in 1978 when Sears was a reputable store. This one broke within a year. Fixed it ourselves, shouldn't have to buy a warranty for everything you buy. It should work the way it is suppose to. It was a Kenmore sweeper...so why can't I buy my bags and belts in the store insted of ordering them on line? Called the store, Midway Mall, the Manager wouldn't give me his name, gave me the number for the parts department when I told him I wanted customer service. What is their problem? Do they not want our bussiness. Do they just not care! It also took me 3 times to get ahold of the manager. I also work in retail and in my work place this would be unacceptable. The customer is right and you don't treat them like an idiot.

    0 Votes
  • Po
    pologal1979 May 31, 2010

    why did she not call the DELIVERY COMPANY, not sears?

    how is sears responsible for her lost groceries?

    Also, why the heck did she not have her stuff together? If she did not want the early delivery of the fridge, she could have told them NO and request delivery as scheduled.

    0 Votes
  • Mo
    Moxiner Jun 01, 2010
    This comment was posted by
    a verified customer
    Verified customer

    This is March 2nd and I was never notified that the order that I had placed on Feb 6, 2010 was canceled. Original shipping date was suppose to be feb. 17th, and nothing happened. I went on line to track the status on Feb. 20th and was told 5 to seven more business days. Today March 2nd, I check on line and was told I had no orders pending. I called the Sears number and was told the order was canceled and they couldn't even tell me when it was canceled and couldn't even tell me why I was not notified. What a way to do business in this day and age. An e-mail would have been helpful!

    0 Votes
  • Ac
    ACTION33 Jun 02, 2010

    I am on my 4th Kenmore progressive canister vacuum. The first two were okay. These last two are junk.
    I bought this last one May, 2005. Without fail, every year I have to take it to the Sears store for repair. They keep it from 3-4 weeks. So I am without a vacuum for a long time. I knew to purchase the extended protection plan, otherwise would have forked out $100.00's to fix.
    I am fed up mainly with them keeping it so long to fix. They do not have loaners so you are stuck with a filthy house for a month. It usually has to do with the floor piece, it stops working. Then you only have the hose to vacuum with.
    This is my last Kenmore product I will ever buy.

    I also bought a Kenmore elite washer and dryer in 2006. They were over $2, 000.00. I am forced to purchase the extended warranty EVERY year in order to keep them running. Mainly the washer. Without fail again, the washer breaks down approximately every 6 months, usually to do with the control panel.
    The vacuum PP was $70.00 for 5 years, not too bad, right? The washer and dryer are over $120.00 EACH every year. You have to buy them or you will might as well buy a new washer and dryer.
    The control board this last time cost over $900.00 just for the part, per the service technician.

    FYI to all: beware of Kenmore products. They are absolutely junk.
    I have called numerous phone numbers, been transferred or referred to another phone number and NO ONE will help me. You would think after so many break downs they would replace them. No, has to be the EXACT same issue each time, four times in a row.

    0 Votes
  • Ne
    Negotionn Jun 02, 2010
    This comment was posted by
    a verified customer
    Verified customer

    On Wednesday February 17 my water heater flooded my basement causing severe damage to my laundry area. I called to make an appointment with your service department and I was told someone would come between 8-12am. Being that both my husband and I work obviously someone had to take off to wait for a serviceman from Sears . By one in the afternoon no one had showed. When we called the service department we were now told a new time frame; someone would come between 1-5pm. Giving these large time spans does not give individuals who need to work any grace time. At 5 pm we got a call that he was “on his way.” Only to be called back and be told that he needed to go back to his first job. We did not get a serviceman until 6pm about 10 hours later than expected. He stayed for 10 minutes and stated it is not the Water Heater but our pipes. He charged us $140 for this service and $102 for a “permit”. We also took out a service contract (#07403953160008) for any future problems.

    Fast forward now to the next day, another day that needed to be taken off, this time for a plumber. The plumber now tells us that it is not the pipes but the top of the water heater which is corroding. And, we now have to pay him $200 for his service. We spent the rest of the afternoon trying to get someone to explain to us how this was misdiagnosed but got no answers and just the “runaround.” My husband had to speak to several different customer service reps before he could even get a next appt. Hours on the phone with no solution. There was a lack of knowledge on what happened, a lack of courtesy and a lack of professionalism. Finally we were told that our particular Water Heater would take until Thursday to arrive from the warehouse because it was not in stock. That meant that with two kids under the age of three I would not have any hot water for over a week. I could not give my children proper baths, wash any laundry or dishes.

    There was no number that linked us with a manager who could offer a solution. When we said we were willing to pay for a different Water Heater because we did not want to put the family through distress we were given the runaround again. So we dealt with it and boiled water all day for nine days in order to run our home with two babies.

    Finally when Thursday did come the wrong Water Heater was sent. Yet another day taken off to get the wrong product. On Friday someone was supposed to come with the correct Water Heater but because of “snow” they did not. My husband found his way to work as did many shop owners and other professions. How come Sears get’s to take a day off when other people are suffering? Oh wait, Sears no longer actually send people from their store. You now contract out to local repair companies. So, why couldn’t anyone be sent by the afternoon when the snow had stopped and the roads had been cleared? It is not an unreasonable request.

    0 Votes
  • Tr
    Trumbane Jun 03, 2010
    This comment was posted by
    a verified customer
    Verified customer

    My complaint is that on March 10, 2010 I scheduled a repair on my Kenmore washer. The associate told me that a repairman will be out on March 11, 2010 between 8 and 12. On March 11, 2010 I received a phone call from a repairman sitting in my driveway stating that he was here to check my garage door. This is light years away from checking a washer. I contacted Sears and reported the mistake and was out on hold for 27 minutes. I asked to speak to a supervisor who continued to give me the run around. I had to stay home from work and lose pay based on the incompetence of a Sears employee and on top of it all the supervisor was extremely rude and hung up the phone on me after asking me to hold on. I will never deal with this company again and I hope that anyone reading this report will consider your relationship with a company like Sears who gives you terrible Customer Service over the phone when you can't do anything but write a report on them. By the way, I tried to call back and was put on hold for another 33 minutes and hung up on for the second time. Just say No to Sears!

    0 Votes
  • Se
    SEARS service is an oyxmoron Jun 04, 2010
    This comment was posted by
    a verified customer
    Verified customer

    I hope I live to 160 so that I can say I haven't shopped at SEARS in 100 years. I bought a YTS4500 tractor and 54 inch mower deck at SEARS in Corpus Christi, Texas. While still under warranty it broke down. The clutch for the mower drive is bad. I loaded the tractor on my trailer and called SEARS for a service center location. THEY NO LONGER HAVE ANY SERVICE CENTERS FOR TRACTORS or any other appliances. They only will repair in home.

    I have leased my home and the new house isn't ready yet. I am living at my property almost 100 miles from Corpus Christi. It is remote enough that there is no mailing address. They can't schedules an appointment without an address. In the middle of the call their computers went down and I was asked to call back. The total time elapsed from beginning to try to get help to termination of the call was over an hour. The web site number was no longer in service and a second 8-00 number was given. I was referred from that 800 number to a Corpus Christi number and then back to the second 800 number.

    The top management at SEARS are idiots. My wish for them is that the stock holders discover just how bad they are. They are clever enough to make it so that one cannot contact them directly. Try finding an email address for any management structure at SEARS. Won't happen. They leave their phone service people out to hang while they hide in their offices.

    I need to use this tractor, so I will pay out of pocket for repairs. My only satisfaction is that thanks to all the social networking available today I can quickly and easily tell thousands of people to STEER CLEAR OF SEARS. What a fall for a once great company!

    Thom Walker
    George West, Texas

    0 Votes
  • Ta
    Tallbot Jun 07, 2010
    This comment was posted by
    a verified customer
    Verified customer

    We had siding installed our our home a few years ago. Several months ago I noticed that some of the panels have bubbles and needed to be repaired. My husband called the home improvement department for an inspection.They then told him that is was $100.00 for the visit! What, $100 to come out and tell me that their product is bad!!! I was not about the pay for that. But they did send some one out to look at it and supposedly do a whole house inspection. That was also a joke as he missed additional spots in the front of the house. We were told that someone would be in contact with us in a few weeks. Well of course NOT. When we called them again, they basically told us they wouldn't send anyone out because we did not pay the $100.00> THIS PRODUCT HAS A LIFETIME WARRANTY!!! I understand that there will be some labor charges involved but no way am I paying the $100.00. Ended up filing a complaint with the BBB. We then get a call from customer service (Ruben Perez) stating they would take care of it. NOT!!! now he won't call us back. I will never again do business with SEARS!!!

    0 Votes
  • Ke
    KenL98 Jun 07, 2010
    This comment was posted by
    a verified customer
    Verified customer

    My 81-yr-old mother has bought a Sears' maintenance plan for over 10 years. She called to schedule her annual check up for her air conditioner. Sears set the appt for June 3 between 1 - 5pm. They never showed for the appt. I called on Friday, June 4 to ask why they did not show for the appt. I was told that they called on June 3 at 10:52am. No one answered the phone so they cancelled the appt. I told them that the air was not cooling so another appt needed to be scheduled. They told me that the next available appt was June 14. I told them we were in Dallas and the temperature was approaching 100 degrees. I also told them that my mother is 81-yrs-old, has diabetes, high blood pressure and other medical issues. I also added that my brother has ALS and he lives in the home too. I was told that a medical emergency call needed to be scheduled by the routing department. The rep said that dept was closed and I needed to call on Saturday morning. I called at 7:30 am on Saturday, June 5. I shared my story and another rep said the routing dept would schedule an emergency service call. He said that office didn't open until 8:00 am and they would call me to let me know what time they would arrive. When I didn't hear from Sears by 8:30, I started calling. I spoke with at least 7 Sears representatives. I asked for my call to be escalated to anyone who could help. The only answer I got from Sears was our appt was set for June 14 and their was nothing they could do accept place us on a cancellation list and if someone cancelled their appt, they would work my mother in. What a joke! It was 102 degress today. People die in Dallas every year from the heat. Sears had no problem collecting my mother's money but they sure have a problem providing the service she paid to have.

    0 Votes
  • Lu
    Lubergen Jun 08, 2010
    This comment was posted by
    a verified customer
    Verified customer

    On 3/31/10 around 9AM ET I contacted 800 4PM-Home. I have 5 year warranty thru 3/2014 on fridge and wanted to schedule service appt due to freezer portion not working properly.First I had to give all my info to one dept...then reiterate all info again to 2nd scheduling dept. I tried to complaint about this and was careful to first state it was not the reps error but a flaw in the process but 'Christina' who isn't allowed to give her last name became defensive and worked hard to talk over me instead of 'hearing' what I was saying which was not a personal attack but instead it became personal because she was clueless on how to treat a customer. After spending signifigant money on a 5 year extended warranty on 3 appliances, I was not at all pleased with her unprofessionalism nor lack of understanding that if she listened I was trying to communicate to a Sears employee that the need to double communicate was a less than convenient step in your processes. I would strongly urge you to look at giving your reps access to all info transferred from initial rep to next rep and to better teach your reps that customers have a right to vent about the LESS THAN USER FRIENDLY PROCESS and that they should LISTEN instead of argue...becuase just maybe the customer just wants to try to make Sears a better place to shop and deal with.

    0 Votes
  • Da
    Daddo Jun 09, 2010
    This comment was posted by
    a verified customer
    Verified customer

    I scheduled an appointment to have the blade replaced on my riding tractor. I was told that it would be $96.00 for an estimate and if I had the work done that the $96. would be deducted from the labor charges. I was given and unreasonable appointmnet range of 9hours(8am-5pm). The technican call at 8hrs and 45 minutes (4:45) and I was told that if I wanted him to come out, it would be $96. in addition to the cost of labor and parts. I wasted almost 9 hours of my time to have a technician decide he wanted to change the rules for his convience.I spoke with customer service and there response was basically tough.

    0 Votes
  • Ni
    Nioceon Jun 09, 2010
    This comment was posted by
    a verified customer
    Verified customer

    I called Sears repair department to come fix an ice maker that wasn't making ice. The technican quoted me over $300.00 to fix the ice maker. I assumed it would take quite a while to fix the problem and authorized the repair. The technician fixed the problem and was out the door in under 50 minutes. The labor charges were $208.00. I don't know anyone that makes over $200.00 an hour. I called sears to complain and received the following response:

    "The labor rates are established by the company based on the job codes entered by the technician. The technician does not put in labor charges, only the job codes(s) for the work he does. The computer inputs the actual labor charge for each job code. The technician is required to charge the amount shown on his computer for parts and labor. By the way, our labor rates are well in line with other reputable repair companies, especially since we offer a 90 day guarantee on our repairs."

    I asked for a partial refund of the labor charge but was refused. I will NOT EVER use Sears again. I recommend you call a local appliance repair company. I wish I had.

    0 Votes
  • Co
    Costill Jun 09, 2010
    This comment was posted by
    a verified customer
    Verified customer

    I purchased a sears lawn tractor from sears the spring of 2005 and maintained this thing like taking care of a baby since I did not have the money to replace it, last spring with no warning a piece inside the moter broke and blew through the side of the engine, when I called to see how much a relacement engine was I was told it was 1100 dollars, now that seems kinda funny since I paid 1199 for the entire tractor!! What a scam, the tractor in question is now sitting in my front yard by a busy road witha big sign on it that says sears craftsman one big Lemon, since sears told me sorry about your luck.

    0 Votes
  • Da
    darlene Vote Jun 09, 2010
    This comment was posted by
    a verified customer
    Verified customer

    I purchased a new refrigerator from Sears. Approx 45 days later it went on sale for $200.00 cheaper. I requested a $200 refund on my sears credit card because I had already paid it off in full. They have never contacted me personally just sent me letters in the mail denying my refund.

    Technically I could have returned my refrigerator for a credit and re purchased a new one for the $200 credit. I chose not to do that hoping that Sears would give me me my credit.

    0 Votes
  • Li
    Lilkitten Jun 09, 2010

    Wow, sounds as if you are the crook. Seriously, 45 days later? Things go on sale all the time. Peope with common sense know to ask if things will be going on sale soon, but 45 days is quite a while and they may not even have known if there was going to be one. You agreed to pay the price they advertised at the time. Deal with it.

    0 Votes
  • In
    Instnalle Jun 14, 2010
    This comment was posted by
    a verified customer
    Verified customer

    Had a Sears top of the line garage opener put in. Independent contractor explained how little money he got for doing the job. He spent three hours and left before the wall unit worked. I finally found the time to have them come out to finish the job. Was told 1-5 window... around 3 got call that they were not coming and would be out first thing in the am. It is now 10:36am have already spoken to two reps, been cut off once etc with no rep show.

    0 Votes
  • Ha
    Havrone Jun 16, 2010
    This comment was posted by
    a verified customer
    Verified customer

    I initially contacted Sears last year because the knob to select the cycle on our washing machine broke. The representative said they would mail a new one and that it would arrive within 7-10 days. The knob did not arrive, after close to two months, I called them again, after being on hold for 20 minutes, the representative said that they could not find my information on their system and that they would need to transfer my call to another department, they put me on hold and waited another 20 minutes. I hung up because I was at work and could not wait longer than that. I called back a third time and the same story, I was on hold for the longest time and finally hung up because I was at work again and I was calling from my cell phone, I cannot afford to go over my minutes or to be fired for being on the phone for such a long time. Then the transmission on the washing machine broke, my husband called them in April 12 and they scheduled an appointment for 4/16/10. The technician came and ordered the parts, he re-scheduled another appointment for 4/29/10. The parts were delivered on 4/22/10. Since both my husband and I work, I had made special arrangements for someone to be there at the house when the technician arrived, but the technician didn’t show up at the time he had scheduled, he called and said he would be there between 5:30 pm-6Pm, because he was running a little late. We came from work at 6:00 pm and still no technician, I called the “customer service” number at 6:30, and the representative said that she was going to send a message to have him call me to see what was going on. He never called. I called back at 8:30 pm, this time; a recording said that they had re-scheduled the appointment for 5/3/10. I spoke to another representative and requested to speak to a supervisor, but according to him, no one was available, he said that I could call at 5:30 am the next day (Friday). My husband got up at 5:30 hoping that we could speak to a supervisor who could arrange that a tech would come on that same day. However, when he called, the representative said that he would have to call at 9:00 am because the supervisors were not in yet (of course they were still sleeping, something that my husband could not do because he was on the phone with them trying to have them solve the issue). I called at 9:00 am and spoke to another representative, who said that he could see that the appointment was canceled on 4/25/10 but he was unable to see why or by whom. He escalated the issue and sent an e-mail to have a District manager contact me. He advised me that if I had not received a call from them at 5:00 pm to call them again. But that because they are monitored, he would guess that they would contact me (yeah right). At 6:00 I called them again, I spoke to another rep who told me to call another number and request to speak with someone on a certain Unit. I called the number and the rep was very unhelpful and could only said that the appointment had been rescheduled and that they could not do anything about it, that the Unit that I was requesting to speak with didn’t have a phone number where they could be reached at. I told her that I needed to speak to a supervisor; she transferred my call to “Resolutions Center” the woman who “helped me” didn’t seem to care and said that I could not escalate this issue any further as she was on the highest Department. She said that I already had an appointment for May 3. I asked her why my appointment was canceled without any notice. To me it doesn’t make sense that if they had canceled the appointment why they couldn’t send a technician the following day, which was a Friday. Why did I have to wait four more days? For a month I had to go to the public laundry places, the three places that I went to are very filthy, and the machines don’t seem to work properly and even took my coins and did not work. I have a baby and it was disgusting having to wash her clothes there. They finally came yesterday. The appointment was between 10 to 1:00 pm, but didn’t show until 3:00 pm, when I called the “customer service” number to find out how come they hadn’t shown up yet, the rep sent the technician a message asking him to call me, but he never did. When I arrived home, he was already gone.

    The way this company treated us and handled this issue is UNNACEPTABLE. They took our money right away when we bought the extended service plan, but to have them come to service our machine took them a long time.

    0 Votes
  • Cu
    Customer0929 Jun 16, 2010

    I have worst experience at Sears also! Remember this: cherish your life, and keep away from Sears!

    0 Votes
  • Cu
    Customer0929 Jun 16, 2010

    We have ordered our items from Sears, and they promised deliver on time. We waited for three hours, and no one came in. In the whole process, nobody gave us a call. Finally, we called them, and were told that your order was incomplete, and they could not deliver it! They said we should buy two pieces of foundations, but we bought one. However, at our buying time, the product did not have any discreption said: you must buy two pieces. After our buying, they added it. Why do not you tell us earlier? Our time can not waste like that!

    Another thing---Sears has a really horrible service line. We called several times, and our call was transfered several times, and nobody really took their responsiblities.

    I will never shop at Sears! I swear!

    0 Votes
  • Do
    douglas blair Jun 20, 2010
    This comment was posted by
    a verified customer
    Verified customer

    I purchased a six-pack of abrasive belts for my belt sander at Sears, not sure how long ago. Four of them gave me good service. The last two
    ripped immediately when I put them on my belt sander and began to use them. I returned them today to my local Sears, with the packaging, asking for warranty coverage. Two floor salesman could not help me, and when the store manager arrived he declared that they must be old, and hecould not help me, either. While waiting for him to come I found similar belts in stock, selling for $1.00 each. I find it hard to believe that a store manager could send a customer away without any satisfaction for
    $2.00, for merchandise that could not cost the store more than one dollar. I have many Sears tool items in my shop, but I'll be sure to
    find what I need at Lowe's or at Home Depot after this.

    0 Votes
  • Be
    Berssane Jun 22, 2010
    This comment was posted by
    a verified customer
    Verified customer

    On 8/31/09, i ordered replacement kitchen cabinet doors from Sears Home Improvement Service. They made every mistake you can imagine. The measurements were wrong (not even close). They ordered the wrong number of doors. They ordered the wrong kind of hinges Not all the doors were he same color

    The District Production Manager (SR) and District General Manager (BE)repeatedly denied telling me things that they told me (that is meant to be a euphemism).

    Last fall, the regional manager told me to dispute the credit card charge when it came in. The District Manager said that the regional manager didn't have the authority to do that (he clearly had apparent authotity).

    The job was remeasured and redone (again wrong). It was completed to what we believe is the best the Sears could do (they blame the remaining defects on the cabinets themselves not being square).

    The District Manager promised us compensation for our inconvenience over the 7.5 month period.

    He proposed a number. We suggested a higher number and offered to take the compensation in "soft" dollars or merchandise. BW didn't know what the term "soft" dollars. I suggested he ask his boss but he told us he wasn't going to give us anything and hung up.

    Never again would I use their service.

    0 Votes
  • Ma
    Manzho Jun 22, 2010
    This comment was posted by
    a verified customer
    Verified customer

    I had to wait 6 days for a tech. to come to me house. He was suppose to be here between 10-2. He called at 2:45 to say he could not make it. Sears rescheduled my appt for the following week. This total unaccpetable. Especially when this happened to me last year. When I had to wait 4 weeks because the guy order the wrong aparts and I was never told up front. And in both cases I have had a service contract with Sears. If this is the way you treat your customers; How do you stay in business? I will never buy anything from Sears again. And will tell everyone I know of the lousey Service.

    0 Votes
  • Sa
    Sadveige Jun 22, 2010
    This comment was posted by
    a verified customer
    Verified customer

    Apparently I'm not the only one who was denied one of their fabulous rebate offers. Today I was told my rebate was closed, even though I've called three times for the status after watching an 'in process' for several months.

    The operator asked me "Why did you wait so long to call? We only show one call and now it's too late, your application is closed."

    They claimed they didn't have record of my 'delivery and installation ' fee even though it was ON THE SAME RECEIPT as the purchase itself... AND I had to pay an ADDITONAL installation fee to the installers in the amount of $250+ - who were 6 hours later than the time they had promised. If a delivery rebate is the final factor in a cost comparison with other companies, DON'T FACTOR in these bogus rebate offers.

    0 Votes
  • An
    Angry Sears customer Jun 23, 2010
    This comment was posted by
    a verified customer
    Verified customer

    We pay Sears $250 for 2 year, no limits, service plan

    June 2 — A/C unit freezing up, no cold air blowing. booked service call for Monday June 7, 8-4

    June 7 — took day off work, waited, got a call saying 2 technicians didnt go to work and no one was coming that day. Had a few words for the ‘messenger’

    called the service line back, booked another appointment for Saturday June 12, 8-4, got confirmation call that it was going to be betwen 12-4. Waited all day Saturday, sears guy shows up around 3pm, stayed for 5 mins, and said ‘he didnt have the right tools’ and ‘would come back on wednesday june 16 in the evening.

    June 15 or 16 — Sears left voice mail saying no one was coming on the 16 and they rebooked themselves to come on Saturday June 19, without even asking if this was convienent—it wasnt!!!

    June 16 — called to say it wasnt convient, we werent wasting another saturday waiting around, and they were supposed to come Tuesday June 22 after 3pm. Perfect. DO NOT CANCEL assigned to the service call.

    June 21 — Got a confirmation on Monday call narrowing it down to 5-9.

    June 22 — got a call around 7pm from the service guy saying he was running late and probably wouldnt be coming since he only works until 8pm.
    called service line and they were going to get him to come regardless. He never came

    0 Votes
  • Mi
    Minjer Jun 24, 2010
    This comment was posted by
    a verified customer
    Verified customer

    Scheduled a repair for Sat. afternoon We came home Fri. found a sticker on the door telling us to reschedule. Called the service center in Texas talked to Romeo who was very rude and hung up on us, because we were upset and he would not reschedule the repair. Finely got someone to come out on Sat. He was there fo 10 min. said he had to order a part and would be back when it came in. Going on two weeks now, still not repaired. We have always been a Sears customer, but there service department has been outsourced. I will not buy the maintenance agreement again!

    0 Votes
  • Br
    Bretto Jun 24, 2010
    This comment was posted by
    a verified customer
    Verified customer

    I usually never shop at Sears for any large appliances, this day I did and to my dismay, the apliance never worked! That's just the beginning... I called Sears Customer Services to inform them that the appliance did not work and was told that the earliest that I could have a repairman at my door was 1 week later! Sears did offer to pick-up and replace the item in question but that was also scheduled for 1 week later. That was simply not good enough. So I went back to the Sears store in Merrillville, Indiana and told the same sales lady Joyce, that I didn't want that particular model and wanted to exchange it for another brand. She kindly helped me select another washer and told me to my face that it would be delivered in 2 days. I simply had to wait for someone in customer service to call me to set of a delivery time.

    I was horrified when I received a call from their delivery service which stated that the new washer would not be available for 2 weeks!!! Sick and upset, I ranted about their service, their lies and broken promises. So today I called to see if the appliance in question arrived in their warehouse and could be delivered any sooner and true to form, I was placed on hold for over 20 minutes...

    This is the last time they'll ever get my business!!!

    0 Votes
  • Go
    Goblet Jun 25, 2010
    This comment was posted by
    a verified customer
    Verified customer

    When we went into the Overland Park store, we went to pay for towels, and were told the register was closed... it was 5:00 PM. we had to walk clear across the store to purchase t hese towels. There is a real sparse of employees to help you at this store and those that are there are not friendly or appreciative of business. We seldom go to Sears or Sears Grand because of the lack of customer service or care. Shame on Sears for letting this happen to this old icon of the retail industry in America...

    0 Votes
  • I elderly parents have been trying to get Sears to repair or replace their centeral air and heat unit for 3 weeks. At one time the technicians were at their house everyday for a week. It seems the right hand doesn't know what the right hand is doing and one area blames another area. Their technicians don't know anything about repairing centrals. They told my parents it would have to be completely broken in order to know what is wrong, no that wasn't the case either. Now it is completely broken and the still have no idea. My parents have serious health issues and can't be in the heat. It has been mentioned to everyone my Mom has spoken to and one gentleman she spoke to told her he understood they had issues but that really wasn't their concern there isn't anything sears could do for them.
    They were told they would have a new unit installed yesterday and someone call then earlier in the week telling them it would be June 24 between 8 and noon. Then when she called at 12:30 they told her it would be between 1 and 5. She called them at 20 til 6 and by then no one knew what she was talking about.
    Why does Sears sell service contracts if they won't honor them.

    Very dissatisied with Sears.

    Thank you,
    Rose Gonzales
    [email protected]

    0 Votes
  • Gl
    glj118 Jun 25, 2010
    This comment was posted by
    a verified customer
    Verified customer

    I have a Sears side by side refrigerator. I have taken out a Sears home service warrantee on the refrigerator for the last several years. For the last three years I have had problems with the ice delivery system. I have had Sears Technicians out to repair the ice making system FIVE times. Each time I have to make an appointment and spend my entire day waiting for the Sears Technician to arrive. The Ice delivery system is not deliverying black particulate matter in the ice paddle and shute. The Sears technician told me the black material is mold. I know for a fact it is not mold but the by product of wearing parts.

    I AM AT THE POINT OF CALLING THE LOCAL TV CONSUMER WATCH PROGRAM TO COMPLAIN ABOUT SEARS HOME REPAIR SERVICES.

    This problem could be corrected by replacing the ice delivery system.

    CAN YOU HELP ME.

    Greg Johnson

    0 Votes
  • Do
    dont work at sears Jun 27, 2010

    the corpus christi texas sears is very unprofessional and really needs to be cleaned up. i went for a interview that they scheduled me for and no supervisor was avail and they were very disorganized. i actually walk out of there thanking god i didnt get the job because no one was avail to do interview. talk about unprofessional and disorganized . oh yeah and while i sat and waited for someone to talk to with she took a hour to do so and she was sitting right in front of me and said nothing. i was asked by a employee why i was there i then told them i was here for a interview then she proceeded to ask me if i was bi-sexual i was shocked!!! i left very embrassed and will never return to that store again!!!

    0 Votes
  • Va
    V.adams Jun 28, 2010

    DISABLED.Scheduled and confirmed appointment to repair sears air conditioner called and rescheduled because of overbooking.could not get another app. fof 10 days 95 degrees today.3

    0 Votes
  • Ku
    Kurt Jun 28, 2010
    This comment was posted by
    a verified customer
    Verified customer

    Fairly new dryer wouldn't start. Made appt using web site. Appt not kept - no notice. Made second appt. Two days prior, appt rescheduled for 10 days further out. Not acceptable so called customer support (4 tries) to escalate. manager says he will resolve and call back next day. No return call and phone number given for "jut in case" for another department.

    Called customer service (2 tries) escalated to manager and got number for "routing office" to schedule. Had original appt rebooked. App not kept - no call.

    Called customer support - no help. Called Sears corporate - could not speak to management. Would not take number to call back. So ... 3 1/2 weeks with no dryer and no appt. Have been Sears customer since 1968 - Will now throw out washer/dryer, buy new Samsung, and never deal with Sears again

    Deal with sears at you risk.

    0 Votes
  • Se
    Sears Dead TV Jun 28, 2010

    I have been trying to make a repair appt. with Sears since Friday 6/25/10, and today is Monday 6/28/10 and I am no closer to a service appt. now than I was when I started on Friday!
    It all started on Friday when my T.V. stopped working...I have an extended warranty on all my appliances in my home - not to mention they have all been purchased from Sears - and the warrantys are all through Sears too! Sears claims that I am one of their "PREMIER" customers! I call the repair number, I was placed on hold for 20minutes (yes I held that long) finally the lady came on the phone, wanted all my information (name, address, make&model of repair item etc.) Then she wanted to know what was wrong, and after I told her that my t.v. stopped working, I wanted to set up an appt. for in-home repair, she asked me to hold on. TEN MINUTES LATER... a repair tech. came on the line and began to ask me the SAME questions this lady just asked. He asked me to hold on for a moment, and then we were disconnected! It was bad weather outside, so I figured the weather is what made the phone call get dropped. So, I waited until Saturday, and I called again. Went through all the same steps again, didn't have any wait time for the first lady to answer - she took all my information again, and then I had to hold for the tech. That took 25minutes! Finally after 20minutes, I hung up!! So, I waited until today-Monday, and I have now made 4 calls! The first call I waited 20minutes and hung up again. then the second call I got through right away, gave all my info again, got to the tech, this time I even got the info of the problem that the t.v. was having, the model and serial # of the t.v., and we were disconnected!! I waited 10minutes, thinking they would at least call me back (since he had all my info) and of course no return call! So, once again, I call them again...waited 10minutes for someone to finally answer the call, had to give all my info again, and before she starts to connect me to the tech - this girl tries to sell me a remodel on a kitchen or bathroom by Sears!! Finally she connects me to the tech named "LYLE" I tell him how upset I am, and how much it has taken to try to make a simple in-home repair appt. He immediately got an attitude and told me not to take it out on him! I said NO, I had no intention of taking it out on him, I just wanted him to know what a big problem I was having, and should WE get disconnected, would he PLEASE promise me he would call me back. His exact words "I PROMISE". He began be asking me all the same questions that the girl I just spoke to ask me, and I told him I thought it was dumb that Sears has the girl who answers the phone ask all these personal questions, simply to connect me to a tech, who doesn't get any of the info relayed to him, and I have to tell him all the same things all over again. Instead of him agreeing with me, he gets a larger attitude, and begins to raise his voice and tells me that if I want him to help me with this problem that I need to stop dwelling on the problems I have had trying to make the appt. and answer the questions he is asking me! I told him FINE - CONTINUE - LETS GET THIS GOING!!! Then he wants me to go through all the steps that I just went through with the other tech - unplug the t.v., disconnect the vcr from the tv, etc. I told him that we have already done all of this, and none of this is the problem, the other tech had determined that a tech needed to come out to the house. He started yelling at me again - told me that if I didn't follow his step by step instructions, then I am jeapourdizing my warranty and I could be charged for the service call!!! I said fine - keep going, what do you want me to do? He said put a tape in the VCR and turn it on to play. I did this, and told him the t.v. was still doing the same thing - no picture. He said it sounded like all you did was push the tape in, you didn't hit play! I said yes I did, listen hears the sound - it works, and he hung up on me!!! Or we got disconnected again!!! AND GUESS WHAT????? HE DID NOT CALL ME BACK!!! I'm so upset at this point that I am making no more calls today!!! (I know I'm cutting off my nose to spite my face, but if I called someone back right now, they would get told off for sure!)

    0 Votes
  • Wa
    Wayet Jun 29, 2010
    This comment was posted by
    a verified customer
    Verified customer

    I had Sears do my kitchen remodel. I made a mistake by believing the price was comparable to other companies that remodeled. It wasn't. They charge way more than other companies. The work was okay, but nothing special. They were, however, really limited in their selection. Every time I asked for something other than what they showed me, they would say, "Sears doesn't do that." It was my mistake for falling for their, "if you don't sign today, you can't get it for this price." My advice -- please check and remember even if you do sign the contract, you have 3 days to cancel.

    0 Votes
  • Ke
    Kevin Jul 01, 2010
    This comment was posted by
    a verified customer
    Verified customer

    My 1.5 year old Kenmore elite washer started pouring water out the front. I set up a service call with Sears. When they didn't show, I called them. Guy told me they weren't late yet (1:56pm on a 10-2 window). Then checked status and came back to tell me there was another customer ahead of me still and they'd "get to me".

    When I declined, and asked to reschedule, he actually told me I'd have to call another number to do that. When my head exploded, he scheduled me for the next day (today) - and committed that I would be first, since I only had an hour that I could be home. This is the only reason I agreed to reschedule, and I clearly told him that.

    Today, 20 minutes after the window started, I called again, the operator wouldn't even call dispatch to see where the tech was until I told her I would cancel the service call if she didn't. Then she tells me the tech is one town over and there's a customer ahead of me. I canceled.

    Hit the Sears website and sent an email to customer service, explaining my experience and how I felt they weren't respectful of my time. I got a boilerplate response that suggested there were sincerely sorry and if I wanted to discuss it further, I could call the 800 line.

    Um, not. So mad at myself for even bothering to call them in the first place.

    0 Votes
  • Tr
    Trimkove Jul 02, 2010
    This comment was posted by
    a verified customer
    Verified customer

    Not only does service and customer service stink-so does trying to get the name(s) to send a complaint regarding a service problem.

    0 Votes
  • Tr
    travail Jul 04, 2010

    Yes, this is Sears' latest scam: They advertise "FREE DELIVERY" but when you make the purchase, they require that you pay for it anyway and then you have to apply for a "rebate" to get your FREE DELIVERY money back!

    Well, guess what? If you want to GET YOUR MONEY BACK after all, you can only get it 1 of 2 ways:

    1. Apply for a freaking Citibank Mastercharge Debit Card with a $36 annual fee, into which you'll get your FREE DELIVERY money deposited! If you want it transferred directly to your checking account from there, it will be an unspecified (they say it's in the 'Rate Table' but it's NOT mentioned there) transfer charge, so you end up losing almost the whole FREE DELIVERY charge. Of course, you could spend it somewhere that takes the debit card (minus the debit card fees).

    or, even WORSE:

    2. You can choose to get a SEARS GIFT CARD in the amount of the FREE DELIVERY charge, with unspecified fees. So, Sears gets your FREE DELIVERY money anyway!

    This scheme has now been reported to our Attorney General's Office.