Sears
Reviews and Complaints

I am filing this complaint for my mother who is 76 years old and is being constantly harrassed about a debt owed by Natalie Crawford. We have both told them they have the wrong phone number and to quit calling. It has done no good and we are fed up with it. The first collection company that called told my mother that it was a collection attempt for $2000 for Sears for Natalie Crawford. This was after she told them she was not Natalie Crawford. If I am not mistaken, that is against the law. If we have to take this matter further we certainly will. We can have the calls traced through her phone company and involve the local police department. I happen to know through the phone company that this option is available. We just want it stopped.

I purchased a Kenmore canister vac. the power head cuts off intermittently, out of warranty so I purchased another one(good suction) but now the powerhead quit working. Don't buy one.

Oh My Gosh, we had the same problem where the hose attaches to the power head, the socket burnt out and we too had to purchase a $200.00 dollar part to fix a $10.00 dollar problem. We are now facing yet again another problem with the power head, the electrical wires have broken and we are forced to try and get a new part or spice and dice the wires and hope they hold. All in all, I would never purchase another Kenmore vacuum system - the whole thing has cost way more that it's worth in the repair bills that we are constantly confronted with and the quality is just not there for the initial investment, buyers beware

Guess what? Sears was supposed to be here today between 8am and noon to repair my waterheater and guess what? It is now noon and they have yet to call or show!

I couldn't agree with Catie more. You, Miss Cheryl Kirk, are an inconsiderate a**wipe with no regard to the feelings of the TOTAL STRANGER you are whining and yelling at. Having worked for Verizon Wireless customer service before, I don't recall a single day in my life some brainless ### (such as yourself) would call and yell and scream at me for either, A: Something THEY caused or B: Something another department or rep caused that I had absolutely nothing to do with. When I personally made a mistake, I went out of my way to ensure it was corrected, up to and including coming in early, UNPAID, to do research on their bills just to be sure the mistake was corrected. If I had made a mistake with someone such as you, I'd deny it before God himself. YOU, Miss Cheryl, are THE number one reason customer service in this era sucks so bad, and you are the reason it will CONTINUE to suck, because you adopt a petty, arrogant, whiny, self-righteous attitude about things, AND you have a very big inflated egotistical self-entitlement complex. Just how sad and pathetic do you have to be to take out your frustrations on a total stranger who has likely never even heard of you until you called?

I loved this part of your post: "Their lack of understanding and unwillingness to provide constructive help is arrogant beyond belief!" Well look at the pot calling the kettle black. In short Miss Cheryl, shove it up your a**. I have high hopes that your life will spiral completely out of control, ending with you losing your husband, your house, your kids hating you, and you eating half-eaten ham sandwiches out of a deli dumpster while lice have a dinner party on your scalp. Perhaps then you'll look back on this pathetic little rant of yours and realize you really weren't set back much at all by simple human error, were you?

Good riddance to bad rubbish.

viperbloodstone@yahoo.com

I work in retail, and let me tell you, there's nothing more irritating than a customer who blames you for something you can't control.

There really was nothing he could do. There is no way to over-ride the system and schedule you on a day that is already booked, just because you were inconvenienced. You HAVE to go to the end of the line simply because the system only lets you schedule people on the next available day and time, and that is not the associate's fault. Even if it was some sort of magic system that let him schedule you for a day and time that's already booked, why should the associates have to go through a whole week's worth of people and tell them their appointment has been postponed by a couple hours, just because you were inconvenienced? The whole situation is nobody's fault, it's unfortunate for you and sometimes you just have to deal. It's rude people like you, who just love to blame the employees for everything, who make these associates become immune to angry customers. It's no wonder he had no compassion or empathy, he probably gets blamed for things that are beyond his control every single day. Seriously, even if he really was empathetic and overly apologetic about the whole thing, would that have changed your attitude? Because that is the only thing he could have done differently. People need to have more respect for those that work in retail, because you know you could never do their job.

By the way - people who work in customer service aren't there wait on you hand and foot, they are just as much of a person as you are. They're there because they like what they do and they're trying to earn a living. You shouldn't go around and expect people to solve your problems for you and somehow fix things just to convenience yourself. There was nothing he could have done to fix the situation and as far as I'm concerned, you owe him an apology. I understand your frustration but my goodness, the man said there was nothing he could do. Did you think he was lieing or something? I guarantee you, if you didn't have such an angry tone first, he would have been more apologetic. Trust me - I know. It's hard to feel bad for customers who are being rude. You can't be a jerk to somebody and then get mad at them when they're rude back.

I couldnt agree with you more i am so infuriated by their incopentance and unwillingness to make mends for THEIR mistakes ... they appologize but what are words without any action ... take action and show your customers how sorry you are you freakin ###s

The bolts are actually not provided by the manufacturer and are installed by the technicians before they move a unit and are taken by the technician and returned to the manufacturer to be reused if you do call and complain enough you will probably get a free set ordered and sent to you but not neccisarily nor is there and reason that there should be one sent to you except for customer satisfaction.

FREON is NOT COVERED... Warrenty Clearly states. MECH parts... freon is NOT a Mech part. hence NOT covered under warrenty...Talk about people trying to get something for Nothing...

that is crazy but I hope u purchased the ppa protection plan so u won't have this run around again..and no sears isnt responsible if your fridge is out warranty.

Is what you need to know is every sales person in sears accept cashiers, , , are Comission only they start you out @5.75 then with your commision it adds up to be ?so they say over $8.00 per hour if they just paid per hr sears would be a better place but it's push, push, push for the sales no matter what! !

I made a purchase and decided to upgrade to a large tv They debited my account and then said they could not process my purchase then told me it would be 48 hours before my money was credited back to my account . I talked to 10 people then called the [protected] spoke to some liar by the name of larry who told me he would get to the bottom of this refund matter . he did he had the sale rep Ray call from springfield mo. another liar . Got a call from Jim henderson told me my fund were transfered into my account went to the bank when I called him back his whole story changed doesnt sears have anyone that knows how to tell the truth ? It is two days later it took them 5 seconds to take my money 7 day to return it . Did I just fall of the turnip truck . I would do no more business with sears as long as I live and anyone else with problems like this will agree sears needs closed down or they need to deal with the customers with honesty.

I have always paid my bill on time or ahead of time.. Just last week I received an e-mail that I was over my account limit..I knew this was wrong because I was a long ways away from my limit of $12, 000. My statement showed a balance of a little over $5, 000 Then I noticed my limit had been dropped to only $5, 000 instead of the 12, 000 I would like to know who changed this and exactly why .. I dont want to hear bullcrap about any late bills because there have not been any..What next with this outfit?

Sears is the worst. We sent payment -- for entire bill --less than $50.00, 8 days before due date, and they credited it the day after the due date. customer serivice said it was due to "Postal Service delivery" issues. WE closed the account, after having it for over 31 years, and do not even SHOP at Sears any more. THEY lost us as a customer.

Did you threaten to close the account? I had a similar experience with J.C Penney. When I said I'd close the account, they offered to take the charge off. Sure enough, it was credited back to me on my next statement.

Really how did you talk to sears when Sears only helps get you the card and is own by citi financial and hsbc!

do not let the rebate from Sears fool you, it's a joke. They tried to lure you in to buy their product and used many possible thing to let the rebate go. And if you spend time to contact them, they will say it will take 3-4 weeks to get the check but actually it take them 3-4 months to arrive. Better go for Home depot or Lowe's

Absolutely. My BBB complaint (unable to get refrigerator repair for a YEAR) is supposedly "assigned" to Adam Churchin. I have not heard from him. I have left voicemails and emails. No response. No contact. No effort. No anything. Sears---and for that matter, BBB, which I now understand is as corrupt as the rest--is an unethical corporate monster.

I filed a claim with the BBB because I purchased a washing machine from the Sears Outlet that did not come with a necessary part needed in transporting the machine. I moved 2 years later and damaged the washer because it didn't have this part and it was out of warranty. No help from Adam Churchin on this either!

I reciently went and bought some cloyhes from sears, approx. $400 worth, I was aon a bargain hunting trip and when i seen a rack that said 50% off I bought, I did not realize that the rack had two sides to the sign that were the oposite, some of the clothes were 50% off and the other side said the regular price, but the 50% off was exactly the same as the regular clothes just on the other side of the rack, confusing? well you had to be there. Sears is big enough to get their sale racks apart from there regular racks, but then they would not be fooling the public into buying, well let me tell you something Sears I walked away from the $400 deal, and you will never see me again, when i ased to speak to the manager she told me that I was suppose to look on both sides of the sign, all the clothes were mixed up people had been going through them and put them on either side when they replaced them, regular and sale mixed up on the same rack, the only way you could tell was to take it to the checkout to see if you had a sales item or not, really good business SEARS.

I completely agree, I had a similar situation with sears last week when the repairman checked my stove for a rutine check up he told me that a burner was burned out and that I would have to pay him 379.00-389.00 so that he could fix it. When I told him that i could not afford to get it fixed he got very upset and a couple of days later when i was about to make lunch for my 2 year old I discovered that nothing on my stove is working, not even the oven. I spent over a week trying to get them to come back and fix it and they told me that they will send someone out in a week or so to verify that damage was done and that after its been verified i will have to wait for another department to decide if Sears is going to fix it or not, if so they will call me to schedule another repairman to come out and fix the stove.

hi i am sending this message to let you know i am not satified with a mattress i recieved in aug. 2008. iT broke down on the sides so sears send a guy out to check it. he said it was completely ruined. it had a 10 year warranty on it. phoned customer service to see what sears would do. they said i could order a new mattress but the one i had purchased was no more so to order another one which i could not find, in the same price. the lady did find one and ordered it. when it came it was a piece of crap so phoned again. they told me to find another one and send this one back after some serious talking. so now i found one but it will cost me the difference which was 81.47 which i paid. the costumer service said i can not change again. Guess what the mattress i recieved is another piece of crap so now i am stuck with a mattress that is no good. i guess now i will go and buy another one someplace else it is so sad as sears used to be good on the returns and guarntees.

Hi I am writing to tell you how unsatisfied I am with your portrait studio, I picked up my pictures yesturday only to find I spent $150.00 on pictures with the workers hair in them, they told me it was my fault I picked them that way, who in their right mind would pick a 10 by 13 wall picture with someones hair in it? But they refused to discount or refund my money. I am very unsatisfied with the service and will not be returning! And I will NOT be telling people to go their! I wish I could have had a better experience I have never been treated so poorly in my entire life!

To whom it may concern.
March 11th, 2008

On February 27th, i had sent an email to you
customer service for a formal complaint.

details, on feb 25th, 2008 , i went to your service
center in St Laurent, QC on Cavendish blvd.
to get my Jig Saw repair. For ur information , i had
received this tool as a gift from my wife on November
2004. with a 2 years warranty.
Now, tool was still working, but the blade was not
moving anymore. The answer i recv from the
person at the counterwas as follow.

we do not repair these tools, because the parts are to
expensive. Best thing to do, is in the garbage and by
an other one. I was very unsatisfyed with the
answer from the gentleman. I did not want free repair,
all i want was to get it fix.

Now, 1 week later, after giving my phone number,
my address and postal code to your customer service,
and email to Robyn in beleive this is the good way
of spelling, i was adv that my warranty was over
and there was nothing that Sears could do.

Now, i have many more tools from Craftman and
in fact they are very good tools and i am very happy
with these tools.But, my concern is, if i have
problem with the other one, i should put them in
the garbage and maybe buy something else
somewhere at a cheaper price.

For ur information , i am a regular customer
from sears since 1985 ,plus my wife and my son.
We have bought different items at Sears
Fridge, dvd and alsoa brand new TV not to long
ago.
sears use to fix these tools before, because i brought
some for repairs and even a VCR.

Could you please adv if something could be done
in regards to this problem that i have.

tk's very much for your time

looking forward to hear from you.

Donald Lemay
597 7 th avenue
Lachine,QC
Canada H8S 2Z7

feel free to verify my profile

After several decades of wonderful services with Sears, I am sad to say they have sunk low recently. This is what Sears always did best, SERVICE, in all caps. I have purchased Master Protection Agreements for all of the appliances in my houses, all purchased at Sears in past decades. Wow, what a terrible experience I am going through just now. My almost 20 year old over the range microwave has failed. It is the computer in the machine that failed and is no longer manufactured. So far, I have been 3 weeks into this with no end in sight. The third party repair contractor has clearly stated that this part is not available to him. My MPA should have kicked in and I should have a voucher in my hand which I would normally take to Sears and spend more than the voucher amount for a new OTR microwave. However, the rules seemed to have changed behind the scenes, Sears is trying to locate the part that is no longer manufactured. They are probably trying to refurbish a piece of junk to put in my kitchen. They are refusing to consider my claim until they find the part. Meanwhile, there's smoke and grease in my kitchen with the potential to start a grease fire and they do not care as long as they do not have to put out the funds for the voucher. WOW! Whoever thought Sears would come to this. DO NOT BUY SEARS! It is no longer the same company.

I purchased a Kenmore Elite refrigerator with the bottom freezer. I have had nothing but trouble with this refrigerator. It has been once a year since I purchased this that it needed repair. First repair was the circuit board. Second repair was another part( don't remember what the tech called it). Third repair was the compressor. Now this time after being gone for 5 days on the 4th of July Holiday and coming home to this big mess of a total melt down of everything in the refrigerator I called and have to wait 3 weeks for someone to come out again. When he does finally come out he really didn't know what was wrong with it. He hymned and hawed and just told me he was going to blow out the line for the compressor and see if that fixes it. After 2 1/2 hours at my house he tells me to put a bowl of water in the freezer and wait 24 hours and if its still not froze I need to call back. Well guess what the bowl was still water, so I had to call back. They tell me it will be another 2 week before someone can come out. I said the guy was just out here yesterday and it took 3 weeks for him to come. I told her I can't wait another 2 weeks for someone to come out. She told me she could put me on a emergency wait list and if someone cancels they will call me. Well I'm still waiting for a repairman to call me, by that time it will be July 28 2019 when my scheduled date is. I paid for the 5 year master protection plan and for every repair I had to wait a month for my refrigerator to be repaired. I am just so discussed with this whole process. I will never buy another appliance from Sears again! I don't think the warranties are worth a darn either, with all the time I had to waste waiting on hold to get someone to come repair the refrigerator, waiting for a repairman, taking off of work, I think it would be better to just call a regular repair service and pay for the repairs myself. I just wish I could get my refrigerator fixed and I also wish they would stop with all this energy efficient crap and make a refrigerator that last longer then a year.
Signed,
Discussed

THE WORST "PROTECTION PLAN" EVER! Our Whirlpool washer & dryer are only 3 years old. It's been 3 weeks now that we've been unable to use them now. They were supposed to come out to fix them this morning but the repair person never called or showed up. I was told there was no repair person in the area after being on hold for 20 minutes. They're supposed to fix it the first time it says in the contract but they've come out 3 times and it still isn't fixed. They've wasted our time and now we will have to go to the laundromat again this weekend!

On Wednesday (12/19/2018) a technician came to my home to repair my dishwasher (so I thought) after waiting two weeks for the part . I used my dishwasher Thursday night. I was emptying my dishwasher when I notice the bottom spray nozzle had pop out and a piece of rubber had came out as will. I call four different departments (some nice some not) and the earliest a technician could come out is 12/28. Now is looks like my dishwasher will not get repair until sometime in January 2019. So much for having a Sears Service Protection Agreement.

sb

I can from this posting board, that my Dad is not the only one to have problems with the poor service Sears provides under the Master Agreement Plan. My parents purchased a Kenmore side by side refrigerator 3 years ago. Dad has renewed it every year.

Each service order takes 10 - 14 days before a technician can come check. Then it takes another 10 - 14 days before there is a part. Before you know it you are without a refrigerator for a month.

Dad just had 5th repair this year. When technician came for 4th visit, he said he was going to report it as non-repairable. But he reported he charged it. That was on October 5th. When no replacement was ordered, we called back in and were told the only solution was to have another repair order. But had to wait until October 18th.

In mean time I wrote letter to Eddie Lampert CEO of Sears on 10/9/18 to express my frustration and disappointment with Sear's service. When I called the Service Department in the Philippines (which was very hard to understand and very loud background). When I escalated and asked for a supervisor, I had to wait nearly an hour. When she couldn't make the situation right, she transferred me to a Christina who refused to help. Insisting she must talk to my Dad even though my Dad called the week prior giving both my husband and myself permission to handle this for him. Being an 88 year old he lost his patience with dealing this a long time ago.

I received call from Ameesia Kenebrew on 10/17/18. She assured me she would make this right and would follow up with me first thing Friday morning.

The technician showed up later in the day on 10/18/18. I talked to him and told him he needed to report the refrigerator as un-repairable. But he didn't know how. He said this was 2nd repair order that the previous technician had said it was un-repairable but wrote it up as he charged the refrigerator. He did manage to get it running. The question is for how long and how long will my Dad be without a refrigerator the next time. They limit food loss and this is 2nd time Dad lost more than they reimburse. Plus they don't reimburse for condiments. How many of you want to eat mayo or salad dressing if it is not refrigerated?

Friday morning came and went with no call from Ameesia Kenebrew. Afternoon came and went and no call. So finally at 4pm, I called her. She stated that since technician got it working there was nothing else to be done. I inquired about replacing due to No Lemon language in MPA. But she refused. I asked to speak to her Supervisor since she can't do her job, maybe her Supervisor can. She said she would put me in the queue for Supervisor callback. That takes another 48 - 72 hours.

Sears service use to be top notch. Today it is atrocious. No wonder they are now filing bankruptcy. I am sure this complaint will fall on deaf ears and Dad will have to continue to live with this lemon.

Next time it breaks Dad may just put it to the curb and paint a big yellow lemon on it.

Problem started on 8/11/18. Took Sears Tech Chris until Aug 30th before he could come out. Originally I was told 9/4/18! He "GUESSED" that the problem with the frig. might be the PCB (power control board). Ordered the part. He said to call as soon as it arrives to schedule repair date. I received it in 3 days. I called Sears scheduling department and was told I would have to wait until Oct 16th...……. NO NO NO!

On 9/5/18 I called the scheduling department and told them that is not acceptable. They in turn forwarded me to Shirley, in the Sears Protection Agreement Benefits Administration Ofc., whom stated that she was the "Case Mgr." I discussed in length the issues I have been faced with since 8/11/18 when my 3yr.old, $2000 refrigerator, with a $579 Master Protection agreement, stopped cooling properly. She in turn reached out to the scheduling department, and got them to change my scheduled appt. from Oct 16, 18 till the very next day, 9/6/18. This time a second Sears Tech, Bruce, was sent out. He was not a very pleasant person. UNSYMPATHETIC, ARGUMENTIVE, BOARDER LINE RUDE!. I was in the process of trying to explain everything that went down with the frig. and what the previous Tech Chris said, and he kept interjecting during my conversation making me feel as if he was giving me the 3rd degree and trying to see if he could trip me up or something with my words. I finally had had enough of his demeanor and let him have it.

Bruce said it is NOT the PCB. Took back wall in top of frig. apart and said it's the Duct Assembly Multi (Damper door) that is broken. Ordered the part. Should take 3 days. The rescheduling would be the issue as to when he could get back here. I told him that is not OK. He in turn called, ?, and then said he'd be back here on Thurs. 9/13/18. He did not even leave me a Sears Home Services ticket indicating his Tech# or Service Order# along with his Tech Comments on it! The 1st tech sent out, Chris, did leave me one.

Today, Sat. 9/8/18, I received a msg left on my answering machine stating to call the scheduling dept. at [protected] to reschedule. Spoke with Bethany. Said service call wouldn't be until 10/2/18. I told her NO! The tech, Bruce, said he'd be back on Thurs 9/13/18. She said they must have had to reschedule. I asked for the Supervisor. She in turn transferred me to Von, ID# 102855, whom identified herself as one of the Supervisors in the scheduling department. She said she'd try to reach out to the (tech ?) scheduling dept. to see if anything could be done. I asked to speak with the Case Mgr., Shirley, in the Sears Protection Agreement Benefits Admin. Ofc. She said there is no Case Mgr. in their building. Didn't know where Shirley was located at! However, she did see in the computer system where (Shirley) I was issued two checks (which were indicated to me by Shirley that I would be receiving, for food lost and towards purchasing a mini frig. I guess they don't have any signatures associated with such things, or addresses associated with the authorizations of such things...go figure). I asked for the top person over scheduling department. I spoke with Shantee, whom Identified herself as an Agent. She said they don't have any control over the scheduling of technicians. I would have to talk with the scheduling dept. I told her I just did, which is why I requested them to forward me to the Case Mgr. of the Sears Protection Agreement Benefits Admin. Ofc, Shirley, which they obviously couldn't, so they transferred me to YOU!

This has been a very disappointing, exhausting, sickening experience! I have not slept well in over a week now due to all the stress and havoc this has created for me. THIS IS NO WAY TO TREAT YOUR CUSTOMER. The shame of it all is that I used to SWEAR by Sears appliances. The technicians that used to come out to service their customers went above and beyond to please you. And were very professional and courteous. NOT ANY MORE!. Which leads me to believe that I WILL NEVER purchase another appliance, nor anything else from SEARS in the future. I have far too many other things going on in my life to have an absolutely horrendous experience like this has been affecting my well being. Just so sad. You might think about this real hard Sears. Given the situation you are in already in today's market.
PS. By the way, since I have began typing this, I now have received another email from the scheduling dept. that NOW indicates my repair date has been PUSHED BACK by another day. Instead of Oct 2 between 8am-12pm it's now Oct 3 10am-2pm ! ARE YOU KIDDING ME.

We LOVE our Sears Master Protection Agreement. They have come out, on time and fixed the problem every time. I just re-upped for another two years.

This is an email that I sent yesterday. I hope it got to somebody at Sears headquarters that can help me. My guess is that the email address I was given is a dead end email that they hand out when they don't want to deal with customers. When I was on the phone with the department manager yesterday (Robert ID#474890) he told me he didn't have a supervisor. RIIIIGHT. He told me my only recourse was to send an email. So I did, and this is what I sent.

"This issue starts 4 months ago when I purchased an LG oven at a locally owned SEARS store in Steamboat Springs, CO. Bear with me as this is quite a long history.

As told to me by the sales associate at the time of our initial purchase in December, this particular oven unit was purchased by a customer and when the SEARS associates arrived to install it, they found that it was not the right size. This unit was then returned to the sales floor of the locally owned SEARS store in Steamboat Springs, CO. The locally owned SEARS store in Steamboat Springs, CO does not carry inventory. What they have are a few select units for display at their showroom. Because they don't carry inventory, they reduced the price of the returned oven in order to sell it quickly. We purchased the oven a few months after the initial buyer and we were told that it was brand new, never used, and returned only because it was the wrong size. But the item sold to us was damaged. After unwrapping the unit, we saw the smashed top panel, the cord that was pulled apart and exposing the wires, the dented and scratched lower door, the upper door that was scratched and had sprung hinges. We immediately called the locally owned SEARS store and talked to the manager about the damage. He told us that we bought the unit AS IS and that he would not do anything to repair it. I disagreed and insisted upon it being fixed. (If it was an AS IS unit, he would not have been able to sell me the 5 year Master Protection Agreement on the oven.) He threatened to take the unit from us so we filed a formal complaint against him and the store. We were told to contact SEARS regarding the Protection Agreement and start the repair process through them. We did this at the end of December. The first repair man showed up in early January to diagnose the problem and order the parts. After 2 months we had not heard back from him nor SEARS regarding the status of the repairs. We were told to file a formal complaint against the repairman so we did. That removed him from the repair ticket but we were back at the beginning with an oven that still hadn't been repaired. At this time, we looked through the paperwork that came with the oven. There was a large plastic bag with the following contents: an envelope containing the wiring diagrams for the oven, a square of cardboard cut out of the original delivery box which included the original buyers name and phone number, an LG warranty registration card, a pamphlet showcasing the sears protection program with a pocket in the back containing the terms and conditions, a green laminated "Wall Oven Quick Tips" sheet, the LG owner's manual, the LG installation manual, and two receipts from October 2018 showing parts and repair requested for this unit with the words" UNIT IS SMASHED" and "ORDERED PARTS NEEDED TO CORRECT HIDDEN DAMAGE ON UNIT" on them. The damage listed was not disclosed to us during the sales process, yet the owner of the SEARS store absolutely knew about it. (Pictures of the receipts are attached below.) The second repair man showed up at the end of March and diagnosed the problem and went to order the parts, only to find out that the hinges and the mother board for the unit were unavailable. He updated the system with this information and told us to call SEARS to start the paperwork for getting a replacement. Today I received an email with an authorization amount that is not enough to replace the oven that we purchased. You offered $1979.93. We paid $1979.93 plus $158 in tax for our unit (a total of $2137.93) In order to replace this unit through SEARS it would cost $2519 plus $211.60 tax (a total of $2730.60). The difference between what you are offering me and what it would cost to actually replace it is $750.67. That is not a replacement. A replacement is me having the same oven, in my house, at no cost to me. Anything less is not a replacement.

From the beginning, SEARS has been hard to work with. I have made multiple calls each week to inquire about the status of the repairs, to get an update, to file a complaint, and each time I have been on hold or on the phone for 45 minutes to 1 hour. It has been over 4 months and this issue is still not resolved. Just last Friday, April 13, 2018 when I called to move forward with a replacement, the customer service representative I talked to did not process my information. They left it undone and the agent I talked to on the phone Tuesday the 17th had to process everything for me. This was not the first time that the agent on the phone did not process the information they needed to. It was a chronic issue, not something I encountered once.

We were sold a damaged unit, fraudulently labeled as new. I believe the fraud continues with the offer of a replacement at a value far below the actual cost. Today I spoke with Richard (sales ID# 474890) and I was told that he was the department manager and not allowed to override the authorized amount. I asked to speak to his supervisor or someone authorized to override the amount. He said he had no boss and nobody I could appeal to. I insisted on getting a name or phone number of his supervisor so he gave me this email address. I am disappointed by this continuing interaction with SEARS Protection and I ask you to make this right."

I have the same story as many of you on here. The MPA is an absolute JOKE. The customer service reps are a JOKE. I have a log of every phone call I've made to Sears over the past 4 months, the length of the calls, and who I spoke with. Each call lasts 45-60 minutes because I'm initially on hold for 30 minutes, plus each new rep I talk to has to put me on hold for a minute to review the notes on my account. Then they have to find a supervisor to figure out how they can help me, then they promise me the world only to not deliver. So many times I've called and had the rep I'm talking to not write anything down in their notes, or not pass the information along like they're supposed to, or they don't enter the right codes into the computer so my call was pointless and nothing gets moved along. And now we are still stuck with an oven that needs repairs that we can't get repaired, a "replacement" offer that is only 2/3 of what we need to actually replace the oven, and an MPA that isn't worth the money it was printed on. Shame on you SEARS.

I recently renewed my MPA and at the same time scheduled my annual service for a washer, dryer and freezer. Imagine my surprise when a tech driving a "DISH" tv logo on it showed up to service my freezer. My window was 8-12 and he showed up at 11:45 and said he knew nothing about the washer or dryer. He said that Dish has a repair contract with Sears.

At 1:45 I called Sears to see where the second guy was...they said they had no record that I'd even made the appt yet I had 9 emails advising me of the service on each item. Three the day I made the appt. Three the morning of the appt. reminding me of the time and three more with the same info 2 hrs. later. I was told they could cancel the washer/dryer and I could re-schedule, but couldn't answer why, if they had no information about my appt. they could "cancel" it. I was told that they had just cancelled it and if and when I decided I wanted to renew my request, I could call back.

Finally around 3:35 the same guy who had serviced the freezer showed up again. Advised there was a technical issue between Dish and Sears and that the information for him to do all three items didn't appear until just before he showed up the second time. He was there to service the washer and dryer - and he did.

Confused? Yes I was - that's why I don't have DISH TV...is a Sears tech going to come and service my satellite dish? A year ago when I called for the annual service I got an independent contractor who advised he was working for Sears.

To top it off, I just got my MPA in the mail and they shorted me 30+ days on the renewal. My current one expires March 25 - the one I just purchased expires Feb 26, the date I purchased it. Not worth the hassle to find out who to contact to get it corrected.

Would not recommend the Protection Service Agreement for anyone. We have had the same difficulty as others here with a major appliance (double oven) down for weeks to up to two months. Incompetent service technicians, and no shows, rescheduled appointments and no one willing to do anything about complaints. Overseas call center that does not speak or understand fluent English and is totally out of touch with what is actually going on with the service centers. With the no lemon guarantee and the long wait for repairs you could be out of a major appliance for months before anything is done. It is simply not worth it. It is not the fault of the customers that Sears cannot hire enough competent repair technicians to service their customers. If they can't provide the service then they should not sell the plans. The supervisor assured me our problems are rare and isolated but the internet is full of complaining customers. No wonder Sears is having to close all of their stores. I came from a long line of family that were loyal Sears customers but now I don't know anyone who has not lost confidence in this company.