Sears review: Replacement parts 479

Bought units 8/14/15. Wasn't called night bef. delivery so I could schedule gas cut-off. Invoice promised delivery, put appls. in place, and removal/disposal of old units. Units sat in kitchen for 12 days. Repeated calls w/unsatisfactory response. Paid for gas man to come on 3 rescheduled dates but no-show by Sears. Demanded they pick-up appls. w/refund.

We bought a $1300.00 mattress and box spring with frame and was told it would be delivered on Oct 19th, almost three weeks after purchase. Not only did no delivery person call on October 18th to confirm the timeframe for the delivery on the 19th, they never showed! I called the delivery company the night of the 19th, advising that no delivery was made. They apologized profusely, stating that it was an error on their end and they assured us that it would ABSOLUTELY be delivered on October 21st. Again, no phone call the night before to confirm the time they'd be by with the delivery, and they never showed! My wife spent 2 hours today reaching out to Sears and the delivery company, only to be told that it would ABSOLUTELY be delivered on October 23rd and to expect a call the night of October 22nd, confirming the time of delivery on the 23rd. When no phone call came in by 7:20pm, I called the delivery company and an associate confirmed that the delivery would be on the 23rd and started to talk about a timeframe. Ten minutes into the conversation, the representative told me that actually it wasn't going to be delivered on the 23rd...it would have to be rescheduled until the 26th. One of your representatives accused the delays on the trucking company responsible for deliveries. We wanted to talk to a supervisor and the first time we were put on hold for almost 20 minutes and then the associate disconnected our call. We called back again and insisted on talking with a manager. They advised that all managers were busy (we can only assume we know why). After finally speaking with a supervisor (I believe his name was Lei), he offered to reach out to the store (as he confirmed that the mattress has been AT the Sears store in Plattsburgh, NY since October 19th. Plattsburgh is only 45 miles from where we live! He left messages and emails for the Plattsburgh store and assured us he'd call us when someone returns his calls. I have never in my life been treated this way from a company and am saddened that such an exhausting trail of lies could possibly lead to us never shopping for large items at Sears again.

My Samsung Inducation Range had /has 2 left burners that are non functional. I contact Sears Home Services to set up a repair service call and Richard the technician came out on Sept 28th to assess the problems and advised me that the range needed a new inverter which I was charged $401.90 (included labor). On Oct 6 th Richard returned to insert the inverter which had come in the mail to my address. He took the old inverter out and inserted the new inverter yet the range's left burner still did not work. Then he indicated he didn't realize when you replace the inverter you also have to replace the touch assembly. So I was charged another 140.90 dollars for the touch assembly which never was delivered nor was it available; ie the part is no longer available according to Sears. So after 2 months of unresolved phone calls etc. I was finally reimbursed for the touch assembly part which was never delivered as it no longer is made. Then Sears demands that in order for me to get a refund for the inverter it has to be sent back; technician needs to come out and remove it (I would have to pay for technician visit) however when the technician comes out to remove it he advises me the if he removes that part the whole range top would not work which was not acceptable to me since 2 burners on the right are working. He agreed that this was not my fault since the old inverter had been sent back to Sears parts and could not be reinstalled they would need to reimburse me the 325.00 plus tax for the inverter that still leaves my left range burners inoperable. Sears customer solutions would not agree with this technicians decision and I am still out 401.90 dollars for a service call that did nothing to repair my range!. It is beyond my wildest as to how they feel they can charge me for a part that still does not allow me to operate the range burners they were supposed to fix. This is unprofessional and fraudulent business. I request a full refund of 401.90 dollars. CASE 3763365: CYNTHIA CONRATH (KMM52510930V92292L0KM) The below is what I sent to Sears Corporate and have had no response: The inverter part should never have been installed as you need both parts for the range to work so my range 's left 2 burners are still inoperable. I agreed to have a service person come out to remove that inverter part but then he told us the range would not work at all if he removed it...that is when I asked them to put back the old inverter which would still allow me to use the 2 burners that are still working and the oven. It is not my fault the the service technician Richard didn't know what he was doing when he ordered the inverter without the touch assembly as my range is in the same condition it was when I initiated the original service call, so I I want a refund for both parts. My range top burners that were inoperable are still inoperable and without this part the whole range would not work...why should I be responsible for your technician's misdiagnosis and errors. His phone number is 615=290-2419.

I had exchanged one mattress which was uncomfortable. Sears told me to go to the store and try another mattress, which I did. The mattress is not the same as the one I tried out in the store. They will not let you make 2 exchanges, and the second mattress is worse than the first one I purchased. I always thought Sears was willing to make their customers happy, I was wrong. I am very disappointed with Sears and now I'm stuck with an uncomfortable mattress. Please be aware that their mattresses in the store are not the same as the one you will receive. Take my advice and buy a mattress somewhere else.

I being waiting for over a week to get my washer and dyer delivery it was suppose to be deliver on last Friday I stay home waiting all day so I call at 2:00 to see why they have not deliver my appliances they told me that they just finish a job and they were on their way to my house which was a lie because ten minutes later I get a phone saying that they will not be able to deliver because my washer and dryer was not at the store she also said they went to the wrong store and that she was going to solve this with store. I do not know why they keep going to the wrong store to get my appliance. the first time the went to Kmart on harmont when they was told that my appliances were at Kmart in north canton. I think her name was Jessica she told that she was going to make sure the deliver it on Tuesday after she talk to somebody from north canton store. When Tuesday came I waited and so I called she had me om hold for over a half hour so I hungup and called back she told me again that they had went to the wrong store and my waser and dryer was not their but it was at north canton store she promise me that it would be deliver on Friday. I am so discuss with this delivery service I feel you should refund my money back and I wii take my concern to the better business bureau so that it can get resolved since you guys did not do a go job with delivering my appliances. I will never use sears delivery service again bad experience. I will take my business somewhere else.

I bought a washing machine at Sears that was on sale for $20.00 off. I told the lady I wouldn't buy it when I saw that the discount put me out of the "free" delivery and she said no problem, that I would get a rebate if I sent in a second receipt she printed just for the rebate submission.

Okay, I bought the washer and submitted the rebate information. Some weeks later I received a form letter saying that the rebate was denied. No reason. I called and they said the purchase didn't meet the minimum required amount to receive the rebate. I was give an "National Customer Complaint" number and called them. They said 'that didn't sound right' and told me someone would call me in 48 hours. A week went by and no one called. I called back and they said the same thing – someone would call me in 48 hours. No one called. I called again and they said they tried to call and failed to reach me. When I asked when they called I went back to my phone and showed no phone call from anyone at the time they said they tried to call, and they certainly didn't leave a voicemail.

So... I guess no rebate for me. I will never buy another thing from Sears as long as I live and I strongly encourage everyone to do the same. Do not buy from Sears -- they are an unethical company and will cheat you like they cheated me. For me, it's one thing for them to make a mistake, but to then just ignore you and make no effort to make it right says volumes about the lack of character. Their motto should be, "Sears – We'll Screw You Every Chance We Get."

I had a very bad experience with one of the seals rep at Sears store at Columbia Maryland. I was at their watch/jewellery section. The person who supposes to help me was nasty, rude with a horrible attitude. She asked me to take my business somewhere else! This surprised me and shows how unprofessional and uneducated saleswoman can hurt a reputation of a historic well known store!

Another bad experience I have with sears is the rebate I suppose to receive. I had to call and follow up for a rebate which was promised to me by Sears for the purchase of a washer and drier at the above branch. Customer service was poor responding to my multiple requests. Mangers were uneducated with lack of respect for customers! I never got my rebate and I promise myself not ever purchase anything from Sears anymore.

On Thursday, April 30th, 2017 I purchased a Power Miser 12, 50-gallon Natural Gas Water Heater for our daughter's condo in Blacksburg, Virginia. The purchase was made over the phone at the water heater sales online number located on your website. A sales person named Kathy asked me for the measurements of my current water heater to be able to sell me one that would fit in the space available.

I gave her the measurements of 58 tall x 20 wide (diameter). The water heater I originally wanted was the Power Miser 9. However, she told me that this item was not available in my area but that a more expensive model, the Power Miser 12, was. She also mentioned to me that the water heater was one inch taller than the one we currently have in the condo, but she said the installer would take care of that. It should not be a problem, she said.

I proceeded to place the order and she then began to add charges to the water heater price, including installation (normal), and removal. I asked her what the total amount would be when she finally charged my credit card and she gave me the price of $789.96. This was just the beginning of a big nightmare with Sears, a company that our family has been faithful customers to for over 50 years. We have always trusted Sears for their high quality and customer service.

Kathy also mentioned that water heaters are usually installed in 24 48 hours and that the installer would call me in a couple of hours to let me know when he was coming. She gave me the reference number 1220048. A couple of hours passed but the installer did not call. My husband and I contacted Sears again to obtain their name and number in order to track them down. We left a couple of messages for Affordable Plumbing until they finally called us back indicating they would deliver the water heater on the following Tuesday, May 5, at 11:00 AM.

My husband and I drove to Virginia from Florida to be there by 11:00 AM in time for the delivery. Upon arrival we received a call saying that there was a delay in the delivery and that they would be there as soon as they could. We told them we had a commitment at 3 PM and needed them to arrive before 1:00PM. They arrived at 2:30 PM and proceeded to remove the old water heater; they also noticed that the new water heater would be 1 inch taller and said that they would take care of it. Everything else looked fine and we left the installers in the condo to do the installation while we went to watch our daughter defending her Masters thesis. When we returned at 5:00 PM, the installers were still in the condo. We found out that the new water heater was wider than the one that was there before and it could not be positioned in the corner as the other had been. Therefore, the new water heater was pretty much sitting in the middle of the pantry, the only place where it could fit.

It turns out the water heater was 22 inches in diameter instead of 20 inches. Why was it that Kathy did not mention this to me? Why did she knowingly sell us a water heater that was wider than our old unit? As I stated above, she told me about the height difference. She never mentioned the difference in diameter. The installer also failed to tell us that the water heater was wider than the original, something they should have noticed earlier when they told us about the difference in height. After all, they are supposed to be regular installers for Sears.

My daughter handed me the copy of the invoice she had received from Sears so we could call customer service, and to my surprise and astonishment I saw the charge of $912.45. That was $122.49 more than the original charge Kathy had given me over the phone when I first ordered the water heater. I just could not believe this! On top of everything else, the installer was surprised that Sears charged extra for installing a heater on a 2nd floor because they are not paid for that.

I called customer service and complained to a supervisor. It turns out they do not sell 20-inch wide water heaters. Why did they sell me something different to what I had requested without telling me? She also mentioned that there were charges for out of area. Again, why did they fail to mention all of these extra charges? They made me upgrade to a Power Miser 12 because they did not have the #9 in the area and it would have had to be ordered. I think they ordered the #12 too, because I had to wait 4 days for it! Did they just want me to pay more? I wonder. I cannot believe a water heater priced at $450.00 turned out to cost me more than double. That is quite appalling.

I asked the supervisor to take the water heater back since it was not what I had ordered in the first place. She said that because the water heater was already installed, I would need to pay $319 to return it. She also wanted me to take responsibility for the error since I left the installers in the condo to complete the installation. I disagreed with this for two reasons. One, the installers had my cell phone number and could have contacted me at any time, and two, if they had arrived at the correct time (11:00 AM), I would have been able to remain with them during the entire installation.

I purchased a Kenmore side by side refrigerator from Sears on NOV 2017. On 01/20/08, 1:30 AM my daughter was in the Kitchen & began smelling electrical burning smells. After waking me up I looked trough kitchen finding the smoke commimg from behind the refrigerator. To fully view this area I pulled the refrigerator out from the wall. At this time the room filled with smoke.I unplugged the refrigerator & removed the service panel and noticed the the relay & wires on the side of the compressor was in totally melted . Finally got the house aired out.

We did not get a hold of SEARS because I did not want the agrivation of being told they cannot do anything.

I would just like to see a recall or something done with these defective refrigerators before it causes a DEATH.

Sears has the worst Customer Service!

It all started about a few months ago (summer of 08). To make it as brief as I can, after owning my Kenmore Washer for only about 1 year and a half, I called Sears for a repair and after waiting for someone to show up on the date, no one showed up. I called and after talking to about 3 customer service reps, I was told that I never confirmed the appointment. I then asked for another appointment and made sure that I confirmed this time. I took the day off from work, because the window that was given to me was 8am-5pm and although I couldn’t believe that I had to be home all day I didn’t argue because at this point, I haven’t had a washer for more than 3 months. The day of the repair appointment, I was getting more furious as the hours went by because I couldn’t believe that I was wasting a whole day for a technician to arrive. By 4:30 pm I called Sears and after talking to a few customer service reps (again) I was told that the technician was in a car accident. I could not believe my ears. I asked why no one called me and was told that they couldn’t do anything about it. I mean, they have the nerve to expect customers to take a day off to wait for them all day to just waste our time and money. They tried to get me another appointment in the next two weeks and I almost lost it on them. This was the second time that they screwed me and I really gave them a piece of my mind. Lo and behold, a Saturday morning appointment (9/27/08) popped up and I agreed. Before the date, I called to confirm the appointment and when I spoke to a technician he was curious as to why I was calling. I proceeded to tell him why I was so concerned and he was surprised because there was nothing on file about these past incidents. That’s right! None of the incidents were reported. No wonder they get away with soooo much! Well, on 9/27, the technician showed up and after spending all morning there, he said that the motor was shot. Well, believe it not, a new appointment had to be scheduled except now I also have to wait for the parts that will fix the washer to arrive. Now I have a new appointment for 10/10/08. The saga is to be continued. Needless to say, this is the worst customer service I’ve ever had in my life.

I'm absolutely annoyed and unimpressed by Sears! I will never shop there again-not if I don't HAVE to! Unprofessional, uncommitted, and lame customer "service".

I scheduled appointments to receive service from Sears for my broken washer. Not only did I have to schedule it far out but their available times were almost impossible for the average worker. We finally locked in a date only for Sears never to call or even show up for my appointed time. I would never have known they canceled if I hadn't called them to find out and give them my cell phone number. By this time they had already charged me for the service. We rescheduled for yet another inconvenient day and I made sure they had my cell phone number. I never heard from them so I called again, only to be told they were overbooked and had to reschedule. Twice in a row, while holding my money? Not inexpensive, by the way!

I demanded my money back and they kept transferring and transferring me... this was frustrating as I had to keep repeating why I wanted my money back. I didn't get an apology or an attempt to rectify the situation! At the end the "auto pilot" guy I spoke with on the phone ended with "thanks for choosing Sears"... did he even hear what I said?
Unfortuantely, I had to call them again since they carried the part to the washer I decided to fix myself, and the phone transfer with clueless (but gentle)"nothing I can help with" agents started again.

I will NOT recommend sears!

I purchased 5 yr. extended warranty policy when I purchased new dish washer in Sears store. After I get home, I realize that the policy expiration date is 1 yr. shorter than I expect. After calling store back, I was informed that 5 yr. master product protection plan is actually 4 yr-1st yr. is under manufacturer warranty. The person on the phone advised me that it's written on policy and he can not do anything about it. After reading through the entire pre-print document, I finally locate this statement. However,

1. The term of 5 yr. is not true and shall not be called 5 yr. plan. Car extended warranty policy kicks in after initial warranty expires. Why and how can this policy be written in this tricky term? Can 90% Fat Free milk be labeled as 100% Fat Free milk? Can 55% Poly; 45% Cotton fabric be called cotton rich? What happened to Federal Fair trade regulation?

2. The sales rep in store never explained this REALITY. Shouldn't customer be informed needed information in details prior to purchase?

I ordered a food waste disposer from Sears and prepaid for installation on November 11. Sears stated that once the part was delivered, I would be contacted to schedule the installation. The part arrived November 21. No one called, so I called Sears. They said someone would contact me. Nothing. I called back, and was given the number of a local installer. The installer said someone would contact me. Nothing. I emailed Sears, I called Sears. I received many "sincere" apologies, and the emails contained 1-800 numbers to call, but they turned out to be simply endless voicemail menus after which a customer service representative would put me on hold and then the call would be dropped. It is now December 21 - six weeks since I ordered the part, and a month since the part arrived. Sears is absolutely the worst. It's maddening that they have had my money for six weeks now and yet I cannot get them to provide the service I paid for. Buyer beware: do not order installation services from Sears! Their promises are empty and their customer service representatives appear to be an overseas phone bank with no power to do anything but apologize.

I just purchase a fridge from Sears. They brought the wrong color fridge and took my old one away. They disconnected the tubing for the icemaker and laid it in the floor, They didn't hook it back up because of sears policy if the line isn't copper they can't hook it up, even if it hooks up the same way. This open water line lay on the floor behind the fridge for 6 hour leaking down on my basement ceiling. The water was coming out of the heat lamp in the bathroom and damage to the acoustic ceiling in the workout room .They should of capped off the water line if they couldn't hook it back up. I reported to sears and they say it not there practice to cap off lines.

Honestly, we have traditionally had good experiences with Sears and our appliances. How disappointed we are in our current run around with Sears! Xcel energy kept turning off and on our power on 7/24/09. Unfortunately, that blew out the compressor on our Kenmore. When I called for repair, they explained that I could pay $225 immediately and that would put in place a protection agreement--up to $500 of repairs covered, or $500 credit if we chose to replace the appliance. Okay, I was hoping it was just a fuse, but they told me if it was the compressor $483, so I decided to take them up on the offer.

Repairman said compressor would be $780! So regretfully, we decided to replace the fridge. :( Repairman put in report while we listened and apologized that it would take 48 hours to get the $500 credit authorization. We went shopping at Sears and they told us they would talk to us in 48 hours. We called to ask if the number was ready--no, wait 48 hours. It is after 48 hours. We have spent 1.5 on phone, and after 15 transfers and 2 disconnects, we were told it would be 72 hours!

I know this doesn't seem like much compared with the other stories, but honestly, two weeks without a fridge, plus the time to order a new one--why would Sears create such a ridiculous system of 48 hours and then disappoint a customer waiting to replace a refrigerator! It's not like they have to make the fridge--they just have to issue a number.

Beware of Sears--they don't seem to be able to handle their systems or live up to their promises. I've learned to ask for employee numbers, record phone calls, take notes. It's too bad. I have always felt very good about Sears and wished they success as an American company. It doesn't look like my wishes are going to come true. Too bad.

I orginally called on a Tuesday to have my carpet cleaned. I was only going to be home the next day, so I really needed it done that day. Sears was not available. No problem. I told them that I was going to call another company. At no time was there an exchange of money, so it should not have been a big deal. About an hour later I received a call confirming my appointment for the following day. I told the representative that I did not wish to have their services, because they were not avaible until later in the week. She said she would take care of the issue. Wow! I just received a voicemail from them informing me they would be here tomorrow to clean my carpet between 3pm and 6pm. You are a major corportation! Are you that incompetent? Not only have you wasted my time, but you're paying your employees to do nothing! Figure it out and LEAVE ME ALONE!

I will never shop at the Sears Oakwood store again, and will encourage my friends, and family not to shop there either. First of all it is about twenty degrees hotter than every other store in the mall. I was sweating, and there were other ladies in the misses section complaining of the heat. Then in that whole big store I could only find one girl to help me, she helped me in women's, and then helped me again, in purses, and then I saw her in men's . The cashier took forever, harassed me at least 3 times about credit cards, and then didn't even thank me for my purchase!
Plus, there is so much merchandise in that store, you can't even get a basket through! It is packed with stuff, and if you touch one thing, the clothes fall off the rack, there are things in every aisle, and you can't get through without bumping into things, it's a mess. I gave up shopping for my dad because I could not even get through the men's dept. Plus, the bathroom was filthy, and hot, and smelly, as well as the dressing room.It reminded me of a junk store. I used to trust Sears, and enjoy shopping there, but it has all changed.
I purchased a dishwasher form Sears 2 years ago(Kenmore) and it has broken twice! The old dishwasher I had was like 22 years old, and had never broke. Forget Sears people, spend your hard earned money someplace else!

Have been buying Sears appliances for over 40 years. Recently purchased a new washer and dryer and am totally disgusted. Had the washer repaired last month and tried to have the dryer repaired today. Technician came because of a gas smell. Tech arrived told me he did not smell gas and left 3 minutes later. I told him I would wet a couple of towels and we could test dryer. He told me not necessary. He left and rang my bell 10 minutes later and handed me a receipt for labor performed $153.00. Fortunately, the appliances are only 4 months old and I don't have to pay.

Purchased the service contract and Service man showed up and ordered parts and was suppose to come back on a Thursday between 1-5 and at 4:15 pm I received a phone call telling me that he would not be here. So after explaining to the man on the phone that I had wasted a entire day waiting for him and that this is ridicules calling this late in the day he very coldly said Friday 1-5. I took it and called the complaint department and they also blew it off. Sears has gone so far downhill that it is even lower that Kmart’s. I will never purchase any items from them nor will any one in my family.
What happened to the sign hung in each entrance of Sears " 100% Satisfaction Guaranteed" must be gone with the quality service they once had.

I went online to Sears to shop for a artificial Christmas Tree. I chose a 6' Alpine prelit Flocked Tree. I charged it to my Sears card. When I received the tree it was way smaller and sparse than I anticipated and one branch was just hanging not in the trunk. The tree cost me $200. I took it to Sears to return it and they informed me that they could not take it back because I really did not get it from Sears that even though it was charged to my Sears card I bought it from a company called Christmas Central. Aparently the Sears site at redirected me to another company. But Sears does not back it up. So I called the other company Christmas Central and they informed me that I have to pay to send it back and I would not be reimbursed for the postage and it is going to cost me a fortune to ship it to NY from WA state. I am livid because I thought I was buying from Sears.

Hello to fellow manipulated!
I am a former empolyee ofthe sears/kmart corporation and I understand what other former employees are talking about i to was terminated for scanning rewards cards after asking a customer if it was ok to try and get christmas presents because the amount on my paycheck barley paid for rent and i didn't want to tell my family i couldn't get them anything even though i was working so i asked the customers and 2 days before christmas my manager had me go get carts and fill the front of the store and then called me back to the office and drilled me about stealing and i didn't understand what they were talking about becuase i didn't see anything i was doing as stealing. so they told me i was lying about it and my store manager fired me in a santa hat for stealing with no explanation or second chance and told me everything would be fine i paid them what they said i owed them just for the fact of not wanting to look at them anymore now my schedualed pay day was on the 24th the next day and i thought everything would be takin care of but they deposited my check in to my account still and on my birthday i got a letter saying that i owe them that check i was unaware that this was an over pay i though it was my first week of pay since i never got paid for that and now i get a letter from their lawyer saying that they want to take me to court for shoplifting i didn't shop lift anything i don't steal it's against my being that's why i asked customers if they were cool with what scanning a card. so now i owe them 341 because of their mistake and they say 275 on top of that and if i don't pay then it goes to collections but i don't have a job so my question is where do they expect me to get all this money? am i suppoesed to pull it out of my ###? no so now my life is screwed becuase i tryed to get some christmas presents for my family...

I purchased over $100 worth of Christmas presents and the cashier gave me a $10 rebate card that would be valid if I came after December 26 to shop.

I returned an item and they gave me LESS than the value. I didn't ask for the card, yet they docked me for a percentage of the rebate.

So when they say its FREE, they LIED! They should have clarified that the return value would be less the rebate amount.

I DID NOT want the gift card, didn't ask for it, clarified if it was free and still I got stiffed.

I ended up returning everything I purchased after wasting an hour explaining the problem to idiots who couldn't care about principles. No wonder the economy is tanking!

I bought a freezer from a Sears appliance store and had to pay $75.00 delivery charge but was told it would be reimbursed as it was with a debit card in the amount of $75.00. I went to use my card at the Allentown repair center last June when I had 2 sewing machines repaired and they told me I could not use it so I paid my bill of $63.58 by credit card and $73.00 in cash. I find out today that when I gave them the card they scanned it and took the whole $75.00 in addition to the amount I paid. This is very bad business and I would like to have a check in the amount of $75.00 sent to me. I am sure this is a drop in the bucket to you but when you live on social security it is a huge amount to me. I have trying to get a hold of someone at the store but have been unsuccessful.

Purchased a double oven which was installed one year ago. As I began to have trouble with the still-almost-new oven, I called sears repair service, as I had taken out a contract service agreement with them on the oven. Not only did they have no record of it, I had to dig into my visa bills from one year ago to prove to them that I did, in fact, have the agreement. One wk later after requesting service I was scheduled for an 8-5 appt. That means you wait all day long and wonder when they might appear. At 4pm I was contacted by the technician who took the details of the problem and told me I was to far away for him to come that day and repair it and that he would order the parts needed and then set up another repair service call for one week later. Again... Another waiting all day long for the repairman to appear. Finally, once again, at 4pm I called only to discover the repairman was calling the wrong phone number and would not arrive that day. Another repair appt was made for one week later, where I was given the schedule of "anytime between 8 until 5pm."
I bought all my appliances from sears for a new kitchen, took out the service agreement contracts, and this is the customer service I get.
I hope to be able to warn off all future customers!

These clowns have been coming to repair my lawn mower for weeks. took 10 days to get apoinitment. which they canceled at 4;00pm, then took another 3 days to come. They arrived and did not have the belt for my SEARS TRACTOR. they had to order and that took another week. now they want me to wait another week till they get back to fix it.

HORRIBLE DON'T EVER CALL SEARS FOR REPAIR WORK

It is now less than a week till Christmas. Have not been able to make 1 Christmas cookie or our annual Gingerbread House!
Our stove is just 2 years old and last week the oven stopped heating. We called Sears Service center and were given the option of purchasing a protection plan $270 with tax or paying $75 fee + parts for service call. We opted for the service plan which means we now have almost a $1000 invested in a stove that does not work! It took a week to get a technician here. They were very nice explaining to me that Sears was short staffed. He had come to our area from Vermont just to help out.. However he did not have the part needed to fix our stove, nor was it available locally. After several attempts to call the parts distribution center which disconnected him, he was able to ordered the parts. Not sure when they will get here but guess what- can't get a second service appointment to put said parts in until Dec 27! So now we go the whole holiday season without an oven. I like to eat out as much as the next gal but this is unacceptable! Will NEVER purchase another appliance from SEARS!

I took my commercial carpet cleaner in just to have a 28.00 dollar handle put on, I put down 50.00 that is suppose to go toward the carpet cleaner I receive a call stating that the cost would be 169.48 I said for a handle then I was told that the soulution tank was leaking, I said how is that possible when I never took the soulution tank in I have it right here. I did not bring it because there nothing wrong with it. All I needed was a handle put on, the young lady said ok then she would let the maintenance know she said the cost would be 128.00. They are cheating there consumer and something should be done about it. I will not stop here.

We purchased an expensive Kenmore Elite refrigerator, Model # [protected], Serial #702KR0Z256 a few years ago and we have been getting an error code FF. In addition to the error code, the motor is making very loud noises, and we have also had problems with the light inside the refrigerator turning off when you shut the door. From what we understand, this error code means that the evaporator motor quits at times that it’s not running at all or the main board is not accepting a signal that the motor is supposed to be sending to it. We called Sears to have a repairman check out the refrigerator, however, we live in Alaska and were told that it would take months if at all to make an appointment. We scheduled an appliance repair with a local business, and he noticed that we had a lot of ice buildup around the ice maker fan and cleaned it. My bill came to $165.00, however, it was apparent about 30 days later that this did not fix the refrigerator. We have tried everything we know to do, unplugged the refrigerator and let it set and then plug it back in, hopping to reset; turned off the icemaker – which stops the loud motor sound; etc. We called the local appliance repair technician again and we were basically told that our model Kenmore Elite refrigerator and numerous problems and many other people have complained over the same exact issues as we have and advised us to file a complaint, since he is unable to fix our expensive refrigerator. Seems to me that this refrigerator has defective parts that should be replaced by Kenmore, and that Sears is knowingly selling them. The Kenmore Elite refrigerator is basically an LG appliance, so my question is who will be fixing this problem because I'm done spending my money?

On June 13th, 2017, I phoned the Sears 1-800-4-MYHOME # to have my less than one year old Maytag Refrigerator repaired. I had little cold temperature in the refrigerator and the freezer compartment was totally iced over. My ice-maker had also stopped working. After finally figuring out how to speak to a person on your phone system (the robot kept me going in circles for 10 minutes), I made an appointment for one of the technicians to come to my home between the hours of 8:00 am and 5 pm. I took the day off from work to do so.

The technician sat in the parking lot for at least 20-25 minutes before entering my home and then 'played' with the refrigerator for another 45 minutes while I was in another room on an important call. The tech stated that the doors to both the refrigerator and the freezer had been adjusted and all should go well from that point on. That night the refrigerator completely shut off and I lost a ton of groceries, for which I am still waiting to find out if I will be partially reimbursed for. The rocker arm to the ice maker, was just sitting loosely on top of the frozen lump of ice in the bucket in the freezer. The next day I re-scheduled another appointment for Friday, the 16th of June to which I took off another day at work. I then received a phone call at 3:30 in the afternoon, informing me that no tech was available to come out that day. Frustrated and angry, but desperate to have my refrigerator repaired (I am a single mother of three young children) I then re-scheduled yet another appointment for June 20th and had to lose another day's pay. The service tech named John was polite and thorough in his work, taking apart the entire freezer compartment and clearing out the vents of ice from the refrigerator to assure cool air passed once again in the fridge. I was pleased. However, I had called your [protected] line to speak to a customer service rep about having my money reimbursed from the loss of groceries and was on hold the first time for over 20 minutes when suddenly a service rep answered, said hello, and then abruptly hung up on me. I called the same number again, this time waiting over 30 minutes before a representative picked up and I was informed that I did not have that specific warranty for reimbursement. I asked to leave a message for a tech manager and hung up. I called back 2 days later when I still had not received a call back and after being on hold for another 36 minutes, left another message for a tech manager to call me. Three days later I called that same 856 # since someone had yet to get back to me, this time waiting on hold for over 45 minutes. By this point I was crying and very upset by the way I was being treated by your company, and yet, when I spoke to a representative named Debbie, she refused to put me through to a supervisor and abruptly hung up on me. I cannot even put into words how aggravated I was and still am.

Less than a week after John fixed my refrigerator/freezer, the freezer was once again icing up so I called to schedule another appointment. This makes 4 days of work I have lost for this one product alone I had bought from you. The same technician, John, came to my home and after looking over the refrigerator/freezer spoke to someone in the parts and service department and then informed me that I will need to have both doors and hinges replaced. It will take 6-8 weeks for the doors and hinges to come in and in the meanwhile I'm left with what appears to be a defective appliance. I now have to take another day off on the 11th of July for the tech to come back out (for what purpose, I do not know), and to tell you that I am livid, is an understatement. I will probably have to lose at least two more days of pay before something gets resolved with this situation. I am not a happy camper. I still have not received word on the $38.77 I am seeking in reimbursement fees for only the groceries I lost that were bought the day before the first technician came over. I've never asked for reimbursement of wages lost or any of the other perishables and condiments I had to throw out due to your first tech's negligence. I am not a 'gold digger' or out to 'get' the company. $38.77 should not put your company in the 'red' so to speak, but it will sure put another meal on the table for my children.

When I moved here with my children less than a year ago, I outfitted my house with all Sears products because I had trusted the Sears name and thought it to be reputable since it had been around for so long. I was wrong. There were many other places I could have gone to outfit my house, but I thought with Sears, I would get the care and concern your company used to be known for. I'm floored by the mistreatment by your staff, your antihuman phone system, and the complete lack of understanding of common courtesies and decent treatment of your clients by your company as a whole. You have proven to not be an honorable company in any way, shape or form, and I have already written two letters in the same amount of days to express my disappointment and non-satisfaction with all areas of service from your company. I have heard similar complaints from friends and family who've encountered identical situations as mine. If you don't believe me, try calling the [protected] line yourselves, and make sure you have nothing else to do. I was on hold for over an hour again today on that number, before the line just automatically disconnected me. To date, I have left over 5 messages and still have not received a return call.

After this situation is taken care of, IF IT IS EVER TAKEN CARE OF, I will never again use or buy any Sears appliances, equipment or have anything to do with anything remotely related to Sears. I will be posting such information on the web so that others can see the kind of treatment Sears has resorted to. I suppose becoming a "Giant" so to speak, makes this company feel as though the "little" people that got them there, are no longer necessary or warrant the care and service your company was once noted for. Just remember, it is the public you serve, and when service goes out the window, so, eventually, will the "big" company.

In closing, I add that I will write and call continually until I get some action or restitution in some form from your company. A phone call would have been the nice thing for someone at your company to do; it was all I was asking for, but apparently even that was too much to deign. Don't worry, you will hear from me though; again, and often...

I purchased my refrigerator April 2017 from a local Sears department store (along with several other appliances). Many weeks ago the compressor started to go, and both the freezer and refrigerator stopped working. I had a local repair man come out the next day who said it was the compressor, but since that part was still under warranty he recommended calling Sears. So I did. I had to wait OVER a WEEK for my first (of many) appointment on July 8th, 2017. The repair man came out and said it was some part (not the compressor) I had to wait ANOTHER WEEK! He then came out again on July 12th, 2017. He then tried to install the said part and declared that it was indeed the compressor after all. He then informed me that the compressor was on "back order", but he would put in for and he promised to be back on JULY 18, 2017 and put it in. He informed me the July 24 date on the receipt was just a number he had to put in since the part was showing a back order. I had by this time been without a refrigerator for almost ONE MONTH! Well, the part arrived to my house on July 14, 2017. I waited patiently for the repair man to arrive (as he promised) between 8-12 AM on July 18, 2017, the day he promised to be back. Imagine my surprise when he never showed up to put in the compressor that sits in my kitchen! In fact when I look at my repair order online it says I am still waiting on the part. I of course called the 1- 800 number to let them know what was going on and find out where my repair man was, but they could only repeat to me the exact same thing that showed up on their computer, that I was waiting for a part that wouldn't arrive until June 24. Now, I am not hallucinating when I tell you (with the utmost confidence) that there is a compressor sitting in my kitchen waiting for an authorized Sears repairperson who promised he would be here TODAY to put it in my refrigerator. I also can say, with the utmost confidence, that I will NEVER buy another Sears product again. This is, bar none, the worst product service I have ever come in to contact with. I can not imagine how a company can survive in today's economic climate when they can not stand behind the products they sell. I believe it is shameful. I sent a complaint to there address they give online on July 18, 2017. I received a call from a worker drone who then informed me she understood that I was upset (ha - can I come use her fridge?), but that the soonest that she could get someone over would be Thursday the 20th (or the nice crazy lady said I could wait until the 30th!). I will not hold my breath that Sears will ever fix my refrigerator or honor the warranty that the compressor is under. This situation is not over for me. I still do not have a working refrigerator and have spent countless hours waiting, and money on service calls. I will have missed 5 mornings of work over this and could have (should have) just bought a new refrigerator from their nearest competitor. I WARN ANYONE DEALING WITH SEARS TO BEWARE OF HOW THEY RESPOND TO PROBLEMS ONCE THAT PRODUCT LEAVES THEIR STORE AND YOUR MONEY IS IN THEIR POCKET!

This is most of a letter than I wrote to Sears Consumer Relations (Ha!). I have a serious complaint. I am absolutely livid, and hurt beyond description. This particular incident has happened before with Sears and I swore that I would never shop there again. Unfortunately for me, I made the mistake of doing so again.

My 25th wedding anniversary is approaching in December and I gave a great deal of thought into a suitable gift for my husband. After much comparison shopping, I decided to purchase a new gas grill for him. The item was considerably more expensive than my average purchases and therefore a major decision. I purchased the grill, and with the assistance of a very helpful sales clerk who knew all about the occasion it was purchased for, I arranged for it to be delivered to a local store. I then made arrangements for a friend to pick it up for me. A neighbor was contacted and asked if he would mind storing it in secret until December. The person who picked it up actually had to bring it to another person’s house temporarily where it still sits awaiting to be delivered next door. All of these people have been involved in helping me prepare a surprise for my husband.

Today my husband picked up our mail and lo and behold, here is an envelope from Sears with “IMPORTANT INFORMATION ABOUT YOUR NEW GAS GRILL” right on the outside of the envelope! Did it ever occur to this company that perhaps some major items just might be gifts? How many other people have had surprises ruined by the “system” that Sears has in place?

When I called to express my feelings, I was very mechanically asked if I cared to be put on a “do not mail” list. No, that is NOT my preference! There might be recalls or other important information that I DO need to receive. I believe that I was asked whether I wanted the Protection Plan when I purchased the grill and I responded with a no. The greed and utter lack of consideration in your pushiness to have people purchase these plans has totally ruined my special wedding anniversary. I find it difficult to believe that this has not occurred with other customers.

Their response was lackluster, but they said that they would send it to their "Resolutions Dept". I called again today, and after being on the phone for almost 2 hours, passed from person to person and made to repeat the entire story each time, I was finally informed that it was too bad, but that was the way their system worked.

I went into a Sears store to buy a set of Mortise Chisels, I was told they would be shipped and would arrive in 5 days. I waited a week and went to pick them up. Upon arriving at the store I had to deal with a computer at the pick up counter that could;d not find my information, I then decided to go see a sales associate who could also not find my information. The sales associate told me I would have to bring in the receipt or the email. I asked if I could just use one of their computers to bring up the email and she said there was no computer in the store that had access to the internet, so I went to my car and got my laptop and brought up the info for her. after 25 more mins the sales associate and the manager were still unable to find the information, the manager went to the office and after some phone calls found the product. It turns out that at sears when you order something you are actually buying it from sears.com who is a completely different company then sears. After some searching the manager found out that the product had been shipped to the wrong address, which was only one block away, and being shipped ups, so they should have figured out the confusion but what ever.

Sears.com offered to reship the package as soon as ups redelivered it back to them and told me I should have in about two more weeks. I told them I just wanted my money back and they responded by saying as soon as they receive the package back from ups they would refund it back to my card. I told the sears.com representative on the phone that I wanted my money back sooner then the expected seven to ten day period and I was told that was their policy and that they were not responsible for the mix up with the shipping. I have written several complaints to sears.com and tried to call the customer service manager a few times but have had no luck resolving this issue. You would think a company like Sears would do more to take care of their customers then this.

Last night I was trying to do some online shopping. I went to the sears.com website and searched through the ad. I flipped to pages 6-7 on the weekly ad and found, on page 7, a Panasonic 37" class Full HD LCD TV on sale for $799.99 (with extra discounts once clicked on). After clicking on the TV the price showed $799.99 on sale. Plus $200 instant savings, plus 5% discount for V.I.P. Total savings $400. Which brought the price down to $399.99. Online it said that the SALE was for in store only 16th and 17th of November. So this morning I sent my husband to the Woodbridge Sears and, to make a long story short, they told him that they would not give him the TV for that price because it didn't cost that. They told him it cost around $1200 and that the total savings was already taken off the price, reducing it to the $799.99. On their ad there was no mention to the $1200 and it did mention both those savings. I know my consumer rights and if I had gone instead of my husband I would have fought for it because they were making false publicity. My husband doens't speak 100% english and I feel they took advantage of this point in saying he misunderstood the ad. I don't know what else I could do. This was not a correct action from them. I already purchased my refrigerator and washing machine with them and did plan on making other purchases. I'm very dissapointed. Can you please tell me what I can do!

Bought a washing machine in 2017, one of sear's higher end models..Led digital control board, Maytag. Since 2017 they have had to come out to replace and repair parts 5x..they refuse to take it back, or at least give me a buy out. At the time I purchased their 4 year extended warranty plan...this is obviously why they sell these plans, they know their products are faulty. They have had to change the display 2x and the ASI motor control, along with brackets, pulleys clutches...hello...they are refurbishing the damn thing. They again have taken it away into their repair shop and are awaiting parts. My warranty is good for another 2 years, during which time I will have to put up with this. I WILL NEVER BUY FROM THEM AGAIN...I am so dissapointed. They certainly know how to scam.

I purchased a Kenmore fridge/freezer on April 26th 2017, from the Sears store in the Washington Mall in Bartlesville Oklahoma. The price was very reasonable. When I questioned the salesman, he said that it was the end of the line and an extremely well made machine – a good buy. After the machine was delivered I discovered that the papers listed it as used. The freezing compartment began to ice up. I sent for the repair men (under warranty). They could not give me a time for the repair within a half day. This was very difficult with my employment and seemed a poor service for a unit I had just purchased. The repairmen said that the whole unit would need to be replaced. He did not have anything in stock. It would need to be ordered and would take some days. Once it had arrived, then plans could be made for installation. When questioned, he said that the machine could have been broken before I bought it, or it could have been damaged in delivery. (His bill was $300)
Feeling concerned that I now knew my machine was both used and damaged, I visited the store to try to learn more of the history of the machine. The staff were totally unhelpful. No one was interested in helping me and they claimed that they could not give me any information about the machine (although they did say this time that it was used). They gave me a number and said that I would need to phone it about any customer issues. I left with the determination that I no longer trusted Sears and wished to return my machine before I experienced further disappointment and frustration.
I phoned the number I had been given. The lady was pleasant and helpful. She sympathized with my situation and arranged a time and date for my machine to be collected. She also arranged cancellation of the part ordered and the repairman's return visit. Nothing happened. I phoned the number again. They had NO record of my previous call. And no orders had been issued to have my machine collected. We went through the whole process again. This time it was picked up, but I was dismayed that after all my days of delay it would be a further 10 days before my credit card would be reimbursed and I could begin the process of finding another machine. (I was now in the difficult position of having neither a fridge or a freezer with storage of food in summer months impossible).
There was obviously no follow up in the arranged instructions for I received five phone calls after the machine went back – to set up a repair visit, to ask what had happened to the ordered part (it had been returned with the unit), and lastly 3 survey calls wanting to know about my satisfaction with the repair work. In light of the terrible experience I had with Sears, I shall certainly never enter a Sears store again and will also caution other potential customers.
-- Posted by - Very unhappy consumer

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.

I have been a sears customer and card holder for over 20 years. never once late with a payment. my credit line $4500, my average monthly balance $600. i spend between $100 and $300 each month in that store. my regular payment i send is $200 each month. they without cause increased our percentage rate from 21.24% to (get this) 25.24%. i canceled the card and i will NOT buy from that store in the future. people wonder why Wall Mart is so successful. i don't know who is running the show over there, but you better read the inserts with your bill. they can't make a profit with the merchandise, so they, like the government, just increase your percentage rate.

We are having problems with getting our 18 month old top of the line Kenmore washing machine repaired under the Sears warranty. We are now on our third service call for this washer within about 18 months.

It is taking way too long to have Sears select a service call. This time it was 3 weeks out. Then they didn't show up and scheduled another for 2 weeks out. Then after diagnosing the problem, ordering the parts, 2 more weeks out to actually fix. During this time we've been going to the laundry mat to wash our clothes for a family of 5. What if this had been our refridgerator? It is totally unacceptable that Sears only has 3 service technicians in our area. I've tried to elevate to the president and national complaint people but no response.

I'm frustrated and would love to get our money back on this lemony sort of washer. Sears says it has to break down 5 times within one year to be called a lemon. Let's do the math. If it takes 7 weeks to get a service call completed and we have a month in between each problem, that's 11 weeks per problem times 5 = 55 weeks, now we're over the year so we're out of luck I guess.

Can you help expose Sears for us. Please feel free to contact me as listed below.

Dissatisfied Sears Custom never to do business with them again.

I boutgh a tv on sunday and they told me It would be ready to pick at the STORE by wednesday so i asked them if they are still open by 7 pm, and the sales guy said that yes they closed later. when i went to pick up my tv wednesday @ about 7:30 pm they couldn't find my tv, that it was goung tyo be at their warehouse. i asked the associate where was it and at what time they closed. he told that they close at 7pm. we asked me if i wanted the tv to be delivered to the store, so he tells me that i might take two days. the warehouse is less that 5 misn aways. now i new to take some time off from work to pick up my tv. The communication at the store is not the greatest. I think that i migth not buy any more electronics from this store any more.

Sears Holdings at a location near me is not keeping customer credit card information secure, they do not store the information in a locked location, often there are boxes of register transaction histories that have not been properly destroyed in the garbage or stored in the office. These record include information about customer's first and last names and credit/debit card numbers. Many of these logs are stored at sears until one date a year when they are sent to a paper shredding company. New management has appeared oblivious to the situation despite being notified repeatedly.