Sears

We brought a 3, 000 double oven from the Sears Outlet, Sears came and installed it. The oven doesn't work and we call the customer warranty line and no one can help, they have hung up on us several times, we have been on the phone for several hours no help. We paid 300.00 for Sears to install the oven plus delivery fees and haul away cost. Now we have no oven and no one to help us get our money back

On January 6th 2010 we requested service on our 10 month old Kenmore refrigerator freezer from Sears. Our second warranty repair.
This time the unit blew out the control panel which regulates the temperature and the unit was already warming up.

After speaking with the scheduler I was told the soonest we would see repair would be the afternoon of January 14th (8 1/2 days later.)
I explained that this was a problem as our perishables would be destroyed in a few days and we required the refrigerator to cool insulin and another drug used by a kidney dialysis patient. The agent put me on hold and insisted that was the best.
When I asked who would pay for the lost food I was told that there was a $250 refund available under warranty. I was told to ask the technician for the form and to fill it out and return it at the time of the repair.

Since I had 8 days to wait I did my best to expedite the service in the meantime.
One individual (who worked in local repair) said that some areas were backed up two-three weeks and I was lucky it was just 8 days. Hardly a selling point and as my food was melting I felt anything but lucky.

If I would have been told at the time of sale that this type of dreadful response was normal I would have left the store instead of buying the unit.
I would assume 99% of your customer base would do the same.

i began researching complaints made by others online and saw that there was an email address that kept recurring [protected]@searhc.com. Whenever they found a complaint online they posted a cheery little response advising disgruntled customers to work with them to resolve the complaint. I emailed my problem

On the 6th day of my wait [protected]) I received a phone call.
A rude individual by the name of “Edwin C.” called to help.
His take on helping was that he would call me back after the original repair date to make sure that they fixed it. I explained that this wasn't helpful but if I needed any help filing the food loss claim I would keep his number.

He then informed me that there would be no compensation for the hundreds of dollars worth of food that melted. I explained that I had discussed this on my original call and had mentioned it in subsequent calls to expedite the repair.

He said they were wrong and we would have to assume the loss.
Naturally I was irritated and when I expressed my irritation he finally offered two options.

1) He would send us a check for $100.
That was better than nothing but still unacceptable. I wanted what I was promised and $100 didn’t come close to paying for our loss.

2) He would give us a 2nd year of warranty for free.
This wasn't helpful as we already had a free 2nd year of warranty service because we purchased it with a Visa card that included a double warranty up to one year. Besides who in their right mind would tolerate service delays like this twice?

He said that was all he could do and I said I may take this issue to small claims court. At which point he told me "If you're going to take that attitude I'll hang up on you.

Before he hung up he promised to follow up with me following the repair on the 14th to make sure I was pleased.

Further efforts to expedite the repair were useless.

January 14th finally arrived and the repairman came as promised at 2:00 PM.
Although I described the exact part that failed the service tech didn't bring one on the call. He was however helpful enough to check with a local supplier in Dallas who then couriered the part the same afternoon. He promised to make one other call then swing back and fix it shortly after 5PM

The parts arrived at 5:15PM
At 5:20 I received a call from the tech who apologized and told me that he was told he could not return until Monday January 18 to complete the repair so we would have to wait another 4 days without refrigeration for our food and medical supplies. The routing department in Ft Worth said he could not come because they would not pay the overtime. (15 minutes to complete the repair.)
I asked for the name of that individual to call and was told she was gone for the day but was given the number.

As a last resort I spoke with the local Sears store (previous calls were unsuccessful) here in Plano and spoke with Patrick who is the Appliance Manager. He pulled strings and got the call rescheduled to Friday (Jan. 15th) and apologized profusely.

The next time I spoke with "Sears Cares" Edwin called me on January 18th and asked if I was pleased with the service. I told him in no certain terms I was extremely displeased and would never buy another product from Sears.

He insisted the service was done as promised on Friday.
I corrected him because his notes were again incorrect – the promise was Thursday and then later Monday.
I reminded him that he didn't bother to follow up on Jan 15th as promised and he had done absolutely nothing to help alleviate the problem.

Then the lies continued. I asked to speak with his manager. He informed me he was THE manager. I asked for his last name. He advised me he "didn't have to tell me". I asked who he reported to and he informed me it was Bruce Johnston the CEO of Sears. I told him I believed he was lying to me. Silence on his end. I asked if the CEO did his performance review. After a lull he said "No, that's done by the Board of Directors" another obvious lie. I asked again for his manager's name or to be transferred he said he couldn't because he didn't know his managers phone number.

This has been the worst service experience of my life.
I will never buy another Sears product and will warn everyone possible that they should consider my experience before spending hard earned money with Sears.

After researching other people's complaints online I realized how much the service at Sears has degraded. As one person put it "They're not the same company your parents bought from". That is so true.

I worked at Sears scheduling service calls when I was working my way through college. In that entire time I was never asked to be transferred to a manager because this type of response was unheard of and wouldn't have been tolerated.

Sears is one of the largest resellers of appliances in the world.
To expect customers to wait 12 days to fix an in warranty refrigerator-freezer is ludicrous. To expect warranty customers to absorb the loss of food on top of that just throws salt in the wound.

Don't do as I did and trust these jerks, you'll regret it just like I do.

I am in the process of having my kitchen remodeled, and purchased a Sears induction cooktop. When they went to install it, my contractor saw a recommendation in the instructions to use a 'Granite Countertop Kit' if installing on granite. We looked it up online, and found it for $92.08 at Sears Parts Direct, but there was no description of what was in the kit. We chatted online with Joyce, who couldn't give us any more information than we had. We spoke with a customer service rep, who also told us that he had no idea what was in the package, but that we obviously need it if installing on granite! I asked to speak with an installer, who would certainly be familiar with the installation kit, but that is apparently impossible unless you are paying him to do the installation. I had purchased the cooktop 2 months earlier, no one asked if I was installing it on granite, and there was nothing on the box to indicate I needed an installation kit. Then they wanted to charge me $40 for expedited shipping! I got them to waive the shipping cost, after some cajoling. The kit arrived, and contained one 300ml tube of Silicone sealant ($5.44 online) and 6 L-brackets! You're supposed to choose the 2 that best fit. (Two were already in the original cooktop box, and my contractor said he couldn't use any of it, anyway.) With tax, it was $98.54! So, they insisted I purchase an unkown kit for $100, which proved worthless, and contained about $10 of product. No wonder no one was willing to admit what was in the kit!

Has anyone ever dealt with Sears, and having damage done to house while
they made a delivery? Trying to deal with my small local sears has not been easy.
Does anyone have any suggestions, or know of how to surpass my small local Sears, and go to a higher level? Any suggestions on how to deal with this most effectively?

This evening I called customer service dept. regarding a $45.00 charge that apparently is now being applied to Sears charge accounts as an annual fee. My father who is 85 and very ill with Parkinson's Disease is not able to verbally say that he no longer wants the card, and even though he has not used the card for years, my mother who is able to say that they know longer need the card, was also not able to close it out over the phone. We were told that it would be necessary to send a power of attorney paperwork to Sears and then they could do it.

I feel that this is terribly wrong, to put older people through this. Also, how unfair of them to charge a $45.00 annual fee for someone who has not used the card in years. I wonder how you can get away with that...and hopefully when some of you are older, you will not have to go through this type of stress.

Anyway, we will go through the hassle of the paperwork, as we were told that if we did not pay the bill we would be sent to collections...so "Kennedy" the supervisor who might be reading this now, says. He also says there is no one higher than him to complain to...so we will comply, although, there truly must be someone else who oversees his department.

My mom no longer wants anything to do with Sears, and I too, will cancel my Sears card as I do not want to go through this hassle someday myself.

J.Hobbs

I ordered a Schwinn Eliptical in the beginning of January worth $1500 at 1/2 price, so $850, incl. taxes. They called today and said it was ready for pick up. I went to get it, they put it in my trunk and I came home. My husband was going to take it out of the car, when i noticed it was the wrong item. I called them on my way back to the store. They told me that they substituted it for another brand because what I ordered they couldn't get. They gave me a Natulis worth $999 and now selling for $749. Do the math. Anyway, the store manager was a ###. His english was poor and he was an arrogant, little chinese man, that could only say that I should go on google to see that this one is better. After the millionth time, saying that's not the point, that they should have told me that i wasn't gettin what I ordered at receiving. It was totally unethical of them to throw some piece of ### in my trunk instead of giving me what I ordered. His two little ### sales ladies came out and ignored the whole thing, saying it wasn't their fault that it was the manufacturers. Who really cares, I gave them $850 didn't I? Sears gladly took my money didn't they? So now I'm left with a poor quality product...yes mr. ###head, I googled it...and yes...it's a piece of ###, like I said. At the end of the day...I will NEVER BUY ANYTHING FROM SEARS. Pay an extra $20 and buy your products elsewhere.
In the line, there was another customer who had the same problem. He was sent his a week ago, so they store DID know that there was a problem, but instead of taking their thumbs out of their ###, they keep putting the product demo on the floor and in the flyers to con more consumers. Be aware, SEARS SUCKS ###, it shows on the Sales Managers breath!

I tried to apply for a credit card, a card that you only can use in the store. The online service just puts you on a halt and sends you a messege saying they will decide if you get it or not, and you know that is bull and they will not give you a simple card from a place called Sears. Their system and the way they created it is very strict and is not very user friendly especially the online site. Their customer service is awful. I wish things will just lighten up there. It's like you are calling the Navy Exchange and you have to be in the Military to get a Sears card.

My microwave is 3 1/2 years old...used for heating & defrosting only. It is like new, however, it will not heat. Sears told my husband it was probably the magnetron and it was under warranty and they would send out a repairman from A&E Applian ce Repair. He came out on January 21, 2010 and informed us that it would cost us $60-$90 to give us an estimate of the problem. If the broken part is in deed under warranty, it would cost us $193.00 labor to fix it. The cost of the part is approximately $94.00. This is highway robbery. When a car is under warranty they take care of parts and labor. Usually labor is more expensive than the part that is broken. This defective part is Kenmore/Whirlpool's fault not mine and I do not feel we should pay the labor to fix their shoddy appliance. I am retired, living on a fixed income, purchased this new house so as not to worry about replacing old appliances and now our microwave does not work due to a defective part. I live in a new neighborhood and all the residents have the same appliances and I am telling everyone to be aware of this shoddy product. We declined A&E's service call to fix this microwave. Believe me, I have purchased a lot of products from Sears but I can promise you I have purchased the last one. Shame on you Sears and your lousy warranty!

I have nearly exhausted my options for getting the refunds due to me and you have definitely lost a very loyal and good customer.

I placed two different orders that were guaranteed to be delivered by christmas. Neither of them were, putting me in a very difficult position for finding replacement gifts the day before christmas. The entire reason I placed my order through sears adn kmart online, was the christmas delivery guarantee of the (At that time...in stock) merchandise.

When I discovered I would not receive these goods, I immediately requested a refund. To make a long story short, I have requested by phone, a refund, over ten times! I even contacted "escalated" customer service at the corporate office of sears and spoke with a representative named michael, who assured me that he had personally taken care of it this time and that the other nine times I had made contact and been told my refund was being processed, there was apparently an "error" of which no one ever informed me.

Michael called me back tuesday to check on the refund from my end. I told him "no refund, no change in order status" etc. I asked him to call me back today to follow up, yet again. I have not heard from michael, nor is there any change to my order status, bank account, refund, etc.

This is not what I expect from a large company like sears or kmart. I received all my refunds from walmart, the very next day! I received refunds from mail order items that were incorrect from other very small companies, within 3 days.

My first order was mid december. It has been nearly 6 weeks, since my first phone call. I have spent over five hours online, on the phone, etc trying to get my refunds for the following order numbers:

[protected]

[protected]

This is ridiculous. I expect to see my refund money in the bank on monday or I will ask my neighbor, who is a reporter for nbc to do an expo story on this, as I am sure I am not the only one. I wouldn't think, in these tough economic times you would treat customers this way or would welcome the kind of negative publicity my case would bring to your online business. It won't bring your company down, but it won't do your reputation or your economic growth any good, trust me.

I work hard for my money and was careful where I spent it this christmas. Sears and kmart both let me down, broke their word about christmas delivery and now have stalled in a completely unprofessional and irresponsible way in refunding my money for items that were never sent. You make interest off of the money you have used of mine for the past 6 weeks, I lost interest on it and the ability to take advantage of current deals as my funds are tied up with you.

Make this right immediately. This is unnnnnnreal.

Kym helms

On 19 Nov 09, I purchased a Star Trac Elliptical from Sears.com. It was delivered 3 Dec 09. After 2 weeks of use, I threw the box away. It was so big there was no place to store it except my garage and park outside in the below zero temps. After another week, the machine failed. I called Sears and was told they had no record of my order and that they could not look it up via the order number. After 2 hours on the phone, I finally got someone who looked it up using my credit card number and input all the information manually. I finally got a repair appt 16 Dec 09. The repairman tried to tell me Sears doesn't sell that product even though I showed him my receipt. He said Sears doesn't even sell this brand. Well they sold it to me! He listened to the noises it was making and said the bearing were shot already after 3 weeks of use. He said he can't fix it because it is not in his database. I call my local Sears in Aurora, CO to see if I can return it. Yes I can for a 15% restocking fee! WHAT! What are they restocking it is defective. You know very well they will find an old box, get the 100% refund and make an extra 15% from me. I filed a BBB complaint. Sears is on the second notice with teh BBB since they refused to answer. Never again will Sears get my business. I have at least 20 people who promise never to shop there too

I am sharing my experience with Sears online. My experience is horrible and I never ever place any order from Sears.

I have ordered an Elliptical from Sears as they had free shipping. They said that I will get my item in two weeks. I called up after two weeks as I did not receive the order; they said that it will take one more week. I called up again after 3 weeks, to my surprise they said they canceled the order long back as the item was out of stock. I did not receive any email or phone call; they charged my credit card for the amount. They said that computer did not generate the email and sorry. The item was still available online. I would have got better deals in other stores, because of these stupid guys, I lost everything. They said that they will refund the amount but it will take 10 days but they can charge the credit card within one day. Never order anything from Sears, even if you do, be very careful.

I placed on order with SEARS for a major appliance on line and paid with my debit card. They said that the item was in stock and available for delivery (the only reason it was ordered). A delivery date was set and the order went thru. I received a phone call from SEARS the day before the scheduled delivery and was told that the item was not in stock and would not be available for another 2 1/2 weeks. I INSTRUCTED THE CALLER TO CANCEL THE ORDER. She said she would cancel the order and I was surprised to learn that SEARS had already taken the money from my account. I was informed that the money would be refunded in 5-7 working days. Here it is 19 days later and no money has been refunded. Within the past week, I contacted SEARS customer service who informed me that the order was not canceled correctly (incompetence) and that is the reason for the delay in refund. I was told that this mistake would be corrected. However I have not yet received an email confirming the cancellation of the order and the status of my refund. It is unheard of these days that a company would take funds for merchandise which they do not have in stock. Most companies will charge you once the item is shipped, but not SEARS. SEARS has lost a valuable customer and I hope to educate others about their incompetence and unethical business practices.

We purchased this model when our previous Kenmore front-loading washer died (Model 26-41042 - bearings fried). Reviews showed it to perform reliably and function efficiently, and our previous experience with Kenmore made it a comfortable choice.

8 wash cycles (including a Clean Washer cycle) make it easy to differentiate level of cleaning for different materials. Soil level options, as well as 5 wash temperature choices and 5 spin-speed settings add further refinement to the cycle settings best for your needs. Generous 4.0 cubic foot capacity is claimed to be able to handle 23 bath towels.

We have 10 years of front-loading washing machine ownership, and absolutely LOVE the performance - WHEN IT WORKS CORRECTLY. Clothes are visibly cleaner, rinse cleaner, smell fresher and dry more quickly (owing to the amount of water removed during the spin cycle) than our top-loading machines ever did. The energy savings (in reduced water, electric and gas bills) was immediately noticable. We are a three kid, 1 dog, active-family. There's a LOT of laundry to do here, and it gets DIRTY.

HOWEVER, From week 1, the unit has leaked and items become trapped within the door gasket, getting absolutely SHREDDED during the spin cycle.

Service call 1: within weeks of delivery/installation unit leaks during rinse/spin cycles; advised over phone that unit must be out of balance, needs to be leveled. Service tech accused ME of installing it incorrectly even though I had it installed by Sears. Found no issues with unit being out of level. No diagnosis for cause of leaking.

Service call 2: within first 6 months; service tech doesn't know why it's leaking; door seals tightly, basket operates correctly, unit is leveled appropriately; recommends NOT washing jeans, throw rugs, or quilts or using hot water

Service call 3: within first 8 months; items becoming caught in front gasket weekly/items destroyed by this monthly; tech tries to regale ME with what I am doing wrong- wrong soap (I use HE detergent as specifically recommended), wrong items (again, don't wash jeans, throw rugs, beach towels), my loads are too small (is he kidding? I have 3 kids and a dog!), shouldn't use hot water ever (REALLY?); diagnosis, shredded laundry and leaking all MY fault, though no specific reason why. All of his recommendations are the precise OPPOSITE of the guidance offered by the unit's owner's manual (except for using HE detergent).

Even with the purchase of a "Master Protection Agreement", Sears insists on having ANOTHER technician come out, presumably so that I can be accused of abusing my machine by secretly running a laundry service out of my basement.

I have absolutely NO CONFIDENCE in this unit/model nor the protection agreement that I paid for. Good job, Sears. You've lost a LONG TIME Kenmore customer completely. Well done.

I placed an order at sears.com for a Wii Fit Plus, which was shown to be in stock and was to be shipped. Immediately after clicking the button to place the order, I got an email cancellation that the item was out of stock.

I went back to their website... it showed "in stock" ... so I ordered again. Again, email cancellation immediately.

THEN, several minutes later... I got an 2 emails saying my refund would be processed in 7-10 business days!

They canceled both orders IMMEDIATELY (within SECONDS of placing the order) then charged me, twice! I don't know why they would want to keep customers' money tied up for 2 weeks, but it is just WRONG for them to charge it after canceling the order. Very bad business practice, Sears!

Customer service is no help, other than to confirm that their business practice IS to charge the order IMMEDIATELY UPON CLICKING THE BUTTON, regardless of whether the item is really in stock. Customer service also informed me that website stock is only updated ONCE PER DAY ... so if you order from sears.com, GOOD LUCK! It's a crap shoot.

I am a big bargain hunter and I was looking to replace my 23 year old Kenmore Downdraft Slide in Range. When I stated shopping I found out that Jenn-Air is the only company that still makes built-in downdraft ranges and they are on the high side for cost so I headed into a Sears Outlet Store and after several visits and after consulting with several lady friends I decided I just had to have a duel fuel (gas on top & convection for the oven) range. So I went into the Sears Outlet web site and found exactly what I needed but ended up back and forth between the 800 help folks and my local Sears Outlet store and I was told they did not have the model advertised at any of the stores at the advertised price, $ 250 below the Sears.com price. The advertised price was a range of $1033 from low to high which if you don’t know allows the outlet stores to drop the price if it does not sell. Good for bargain hunters like me to know since the longer it sits in the store the lower it drops but bad news if it sells than I lose the bargain.

I follow the financials and I remember hearing that the Sears brand and stock are on a big resurgence so I decided to contact their corporate office and see if they could help. It took me about 10 minutes on the web to track down the main corporate number in Chicago and here are the details on contacting Sears:

The main switchboard number for Sears Holdings in Chicago is [protected]. I have found that if you are calling to a main corporate office for any company it is best to keep it very very concise, with reason for call and department involved. As an example “I am calling to complain about the pricing on an appliance with your outlet stores.”

The switchboard operator put me through to a real live person (first name begins with K) who happened to work for one of the head honchos over the Sears Outlet Division. K explained that they are very concerned about complaints about Sears and they read them daily. After a couple of days I got a call back from real nice gentlemen (first name begins with J) and just to keep this short he found me a store that did have exactly the model I was looking for and at the advertised price but not at my low low steal of a deal price of $ 335 off of the advertised price and I had to drive 300 miles to get it. But it is a fair price just not a steal!

I normally don’t put these issues out on the web but maybe it will help a few bargain hunters like me get a good deal and sorry K and J I don’t want to create allot more work for you guys, you did a great service for me, I just want to keep the stock going up!

And as a final note this posting is not meant to help the guys that bought a range that is marked down from $2650 to $ 223 because it has 14 dings, a smashed oven door and the base is not sitting level. You should be buying this for parts and not expecting this range to actually work!

If you need home renovations, stay away from Sears Home Central !
In fact, stay away from Sears altogether.

June 20, 2002, 25-year roof shingles and attic vents installed by Sears Home Central. They installed the ventilation improperly, causing premature deterioration of shingles, also water infiltration as a result of ice dams. I had requested that they make sure there was proper ventilation at the time of contract.

I called Sears rep within days of installation to express concern about the placement of Maxi Vent. Even an old woman knows it should be as high as possible, near the ridge. It is half way down the roof. The rep, Ken Campbell, looked from the ground, on one side, and said it was good enough. Against my better judgment, all I could do was hope for the best.

That summer, I noticed excessive falling off of granules from shingles.

July 11, 2009, I noticed shingles becoming bare, curling and breaking. I called Sears Home Central to report this. [protected]) It took several calls before someone got back to me.

July 31, Marc Page from Sears inspects roof. Without hesitation, he informs me that ventilation was not properly installed, that this was causing the problem and it was Sears' fault. He said Sears would fix the ventilation and replace the shingles at no cost to me.

Afterward, I visit Maxi Vent website and found, according to their very clear instructions, that indeed the ventilation was all wrong.

Since that time, Sears has flatly refused to fix anything.

This is the most deplorable and shameful performance I have seen in my life. STAY AWAY FROM SEARS !

We purchase over $6000 in new Kenmore appliances. We have had repairs on the refrigerator four times in the past year. These repairs always involve second visits for replacement parts. EVERY time we have an appointment, they don't show up and they demand that we reschedule. I am only notified of plans to reschedule when I call to find our why the appointment time was not met. No concern for my schrdule or any other obligations I have are ever considered I am disconnected from customer service each time I try to speak with someone about this.

Apparently someone in a key position within the Sears service organization believes they practice good customer service. We'll, having placed two different service calls now, on the same applicance, with both being very poor experiences, I am very under-whelmed...!

We installed new Kenmore appliances in our kitchen because we believed they were the best for the money. We've now had two seperate instances requiring support, and both have been miserable experiences. Does anyone care?

Why does it takes several trips, and weeks to complete a repair? The technician, and most of those involved have been courteous, but they're working with a broken process. The Customer should not have to wait 3+ weeks to have their appliances repaired and working. The very nature/frequency of their use makes it very difficult to do without them for so long. Does anyone at Sears understand "good" Customer Service? Perhaps if the Customer were number 1 again, they wouldn't be losing so much market share...

I had puchased a refridgerator on January 4 2010. It was to be deliveried on January 8 2010. I had to pay $65 up front in order to get this deliveried, and it would be refunded after delivery. I was called on the morning of the 8th and told they where not going to be delivering cause of the bad weather. A very small amount of snow had fallen over night. I was ok with this and understood. I expected it to be deliveried the next day, when I called on the morning of the 9th, I was told again that they would not deliver cause of the weather. By this time there was no weather anywhere with in the service area of this store, all roads and driveways where completely clean with no snow being seen anywhere on the ground. I pointed this out and was told they where not going to risk it. I was told they could deliver next week if the weather was better. After 5 days without a refriderator I ended up having to go pickup the appliance myself at the store and was refunded the $65 deliver fee. There was no reason not deliver and I was treated very poorly by the store manager. I will never again purchase from sears or any of there company's, this was totally unexceptable and all my complaint have went unanswered. At no time was there any effort made to improve this situation. This is the worst service I have every received from any type of retail store.