Sears review: Replacement parts 479

Sometime in 2017, I went to the local Sears store, in my city, and bought new tires. I have reason to believe there were items stolen out of my trunk while they were putting the tires on. They went into my trunk(noone else that I don't know has)to put one of the best of the tires I had, for me to keep as a spare. Of course I don't know who would be the person who stole these things, but am very sure it happened there. I believe the theft happened while I was waiting... I couldn't watch everything that was done, because I was in their waiting room. Noone has been in my trunk since then to use the items in question. What can I do about this?

After finding a blu-ray disc player (model #DMP-BD35) online at Sears.com for $149.99, I took the internet printout to the store. The manager there, Claudia, refused to honor Sears' policy to match their online prices and expected me to pay the higher price of $249.99. I contacted the customer service department on Sears.com and was given a copy of the match policy, but the service department would not help me with the actual price matching problem with my local store.

I built my house in the mountains north of Boise, ID and moved in Nov. 2017. I had trouble with my cooktop in that the LCD numbers were not displaying correctly. After 3 attempts, it was replaced...in March 2017. (Each time they could out, there was a snow issue and I would have to GO PICK UP THE SEARS REPAIRMAN AT A BOTTOM OF OUR SUBDIVISION'S HILL BECAUSE HIS VAN DIDN'T EVEN HAVE SNOW TIRES!) In May 2017, I had finished boiling water on my cooktop and noticed a large crack running through the glass surface. I called Sears repeatedly only to be told they couldn't help me because I didn't buy "their" extended warranty. My cooktop manual clearly states that if the glass is broken due to thermal shock within 5 years, it will be replaced (and I would have to pay Sears for the installation of it). A repairman did indeed come out and verify it was under the limited warranty. I paid him $128 and he ordered a new glass for the cooktop. THe first glass came by UPS - BENT (poor packaging). The second glass came by UPS - BENT (poor packaging). The third glass came - DAMAGED (poor packaging). The FOURTH one came and it was in good condition (much better packaging, finally!). So the repairman came out to install it. When making sure it worked, there was a "POP" and spark and we had to disconnect the power to it. The repairman spent 2 hours talking to different Sears departments to say I was understandably upset and that since this was attempt #4 (since the 'original' replacement in March 2017), it should be REPLACED. FINALLY - it was okayed and supposedly ordered. BUT while the repairman was still there, I was asked to speak to the Sears man who would be my contact. So, Jeremy MacMillan explained that he was going to check into it promptly and that he was MY contact and would handle everything. He called a few days later saying he couldn't find the purchase order from the initial cooktop. I explained that my contractor bought all my appliances - and I gave Jeremy his number. No call for a week. I called and called (each time having to go through a long ordeal) and being told Jeremy was "on the floor" and would have to call me back. Jeremy returned about 2 out of 8 phone calls (and I was not at home when he called). The last message he left on voicemail was to effect "we are not sure about the warranty on your cooktop and are working on it." WHAT? We're back to discussing WARRANTY? Meanwhile, it will be THREE weeks (on Wed.) without a stove - and I paid them $128 MONTHS ago. FOR WHAT? This is horrendous customer service and I can't seem to solve this problem. CAN YOU HELP ME PLEASE? Thanks, Suzanne

I bought a new Kenmore water heater from Sears earlier this month and wish I had never done so!

It took Sears 2 weeks to even get a technician to my rental home to give me an estimate ($50 . . . not free). Two days after installation (which took place @ 8 pm PT), we had no hot water.
It took 2-3 hours on the phone to even get a service tech to the home.

Sears only has 1-800 numbers (Depts like Installation, Resolution, Sales, Service, Dispatch, National Customer Service), and only clerks man those phones. Almost all I talked to were rude, had no authority to do anything, disconnected me, or transferred me and basically treated me like a leper. No one would transfer me to a supervisor or manager -- just the same 1-800 numbers w/ the same incompetent, rude reps over and over. There was only one person that finally helped.

Five days after the tech "repaired" the unit, we have no hot water today. It took me 2-3 hours on the phone just now . . . they said no service tech available until Monday. Today is Saturday, my tenants are over 75 years old, and they have no hot water. I just called the Sears Corp Office and got their voice mail w/ a wrong referral number for Customer Service. Their National Customer Service hotline disconnected me after I was on hold for 20 minutes.

I am planning to return the water heater and get all my money back . . . even if I have to go to Small Claims to do it. I will never buy anything -- not even a pencil -- from Sears! And I will tell all my friends and acquaintenances (and anyone else I meet) that Sears is a fraudalent company that doesn't even know how to spell "customer" let alone service them . . .

It is unimaginable that a business can exist today with the type of customer service that this Sears location extends to their customers! I dropped off a 19" TV to the service center on 9/28/09 for repair of the power switch. I was given an estimated 2 week time frame for the TV to be repaired, with a scheduled return date of 10/8/09. On 10/7, I called to see if the TV would be ready for pickup, and was told the computer showed the TV to be in transit. After waiting 5 days for the TV to arrive, I called back (since no one had called me). I was then informed the TV had never left the store, that it missed the pickup truck on the day other products had gone out. The TV would supposedly go out the following week. I called the following week to see if the TV had been picked up and was, shockingly told, the TV was lost. I was told they could not find the TV, and that personnel form the store had contacted the receiving store and the receiving store had never taken possession of the TV. I was told the repair personnel had checked the entire repair facilities and could not find the TV anywhere. I then asked to speak to a manager. I spoke to Eric Fuentes, the Operations Manager. Eric informed me indeed the TV was lost, but not to worry; I would be compensated if they could not eventually find my TV. He stated he would send me some information in the mail regarding the replacement and compensation for my set. Another week passed and I did not receive any information. I called again and spoke to Eric. This time miraculously, the TV had been find; according to Eric it was "buried" underneath some other inventories and had been there all the time. He stated it had been locked in the room where they kept items to be sent out for repair. I questioned, if that was the case, why was it so difficult to find it in the beginning, and the response was, "It was simply overlooked." Eric stated the TV would go out the following week. A week later, instead of calling the store, my husband and I decided to go to the store to check on the TV. We were dumbfounded to find out the TV was still at the store and once again, had never been sent out for repair. It was now a full month later from the time the set had been dropped off, and nothing had been done to the set, other than misplacing it. We spoke to the Store Manager, Carlos and explained our frustration with what had happened. Carlos was as uncaring as the entire situation was frustrating to us. He showed no compassion or concern, for his employees incompetent, uncaring and negligent customer service. He agreed to speak to Eric, and together they decided to offer $150.00 credit toward the purchase of a Sears TV, fully knowing there was no TV in the store for that price. In other words, we would pay the difference. My husband and I thought after all the time gone by, and receiving one lie after another, the lack of professional courtesy and the mishandling of the entire situation, we decided to not accept their offer. Eric then told us our set would be sent out the following week and we would receive a call to let us know it was indeed on the truck to the repair center. It is now 6 weeks since we dropped the TV off for repair of the power button. I am yet to see if and when the TV will be back in my possession. But, as I stated earlier, the fact that an organization the size of Sears, and the fact that so many businesses are going under in this economy, not to mention that professional customer service is a MUST for a business survival today, Sears, Landover MD should be the next operation to close the doors forever!

SEARS is the WORST. The customer service at Sears.com & the delivery department doesn't share information. I am telling all my friends / co-workers / family NOT to buy Sears. I hope they close down. Take your money to PC Richards or many other companies whom will appreciate your money. My order number is [protected], almost $4000. I have had the worst time dealing with Sears on a simple matter which in a saga. Sears.com Supervisors are a waste of time. After waiting half hour foer one each time you call, they just repeat what customer service said.
Just understand this...once sears have your money consider it bounded in red tape...you will hear term like this form customer service "it will take 2-3 days to process, 3-5 days, 4-7 days, 7-10 days, 10-14 days and my all time favorite 4-8weeks.
SEARS policy & procedure varies from person to person.
Bad news travels fast...my opinion SEARS doesn't doesn't appreciate people's hard earn money...Owell
The saga continues

I purchased a new set of tires (4) a little over a year ago. I also purchased an alignment. My tires were rotated every other oil change. The right side of the car the tires started cupping. On October 18, 2017 I returned to sears over the cupping and the roaring that came from the tires. I had to pay another 69.99 for another alignment. Then they told me that they were unable to align the back. I took the car to Cole Kia today and was specifically told that Sears did NOT have the appropriate software to align the KIA at all. That SEARS alignment is what messed up my tires. Sears is offering to pay me back 69.99 for one alignment on a 9.24 discount on tires. I believe that they need to pay for the alignment, reimburse for todays alignment, and also give me two new tires.

I applied to Sears at Hillsdale mall looking for temporary employment since im pregnant. I told them my conditions and hours of availibilty before getting hired. The managers agreed and told me they would treat me as well as possible to make sure im comfortable. As soon as i started working, none of that mattered. I only applied to work 4 hours a day or up to 20 hours a week considering i cant be on my feet long hours of the day. They scheduled me full time hours, and didnt want me to even sit down at any point if i felt dizzy or i NEEDED to sit for a minute. The store manger Valerie thinks shes a drill seargant, and tried to have me on my feet when there was NOTHING to do or recover.

My point is, NONE of the mangement cares abou their employees needs, or in general for that matter. All they care about is getting people to sign up for their Sears card and keeping their own jobs! I wouldnt recommend this Sears to ANYONE, pregnant or not, because theres no care or respect in this facility. The cashier manager Asaal is abou 20 years old and doesnt know a thing about how to train or care for her employees. They are rude to their customers and have many lawsuits against them!

PLEASE DONT GET INVOLVED WITH THESE PEOPLE!

My complaints is about these products: Sears/NordicTrack Treadmill and Amana 27 Inch side by side refrigerator and Sears Garage Door opener they failed to exchange and honor Product Maintainence Agreements purchased from 2017 thru 2017. It took me from 2017 to get a replacement treadmill, but no refrigerator or garage door opener after Sears knew they could not fix them in 2017. Sears delivered to me a oil leaking and scratches treadmill and I was told it was in a demo mode the Tuesday after delivery [protected])(third day) by salesperson Eliane, it was to be a new treadmill and sales slips shows $1200 +, not a used or demonstration model, I was given a verbal gift certificate and another year warranty on it by Rich I.D. #83143 representative called by delivery and set up man Bobby Graham on 11-28-2017. I have called almost everyday on numerous and different numerous numbers and days, speaking to people from Sears who told me they would help get new treadmill delivered. This this date 12-15-2017 I still have this oily leaking item in my house on my carpet and do not know if it is damaging the carpet at present. No one will help me and I do not understand why they will not just deliver a new treadmill to me. This treadmill was a replacement for another treadmill I had been trying to get fixed or replaced from 2017 thru 2017 this delivery date.
Sears lied over and over and did not send a person to repair my treadmill, refrigerator, or garage door opener. They now have left me again and again losing food, not using the garage door opener, and now the old and new treadmill. I do not know why they boldly called me a week before 11-03-2017 to renew the product warranty on the refrigerator and the old broken treadmill since they had not fixed or honored the current product maintainence agreement I purchased from 2017 thru 2017. Now I have no treadmill (not working), no side by side refrigerator with working both sides and a garage door the does what it wants to if you dare use it to lift up its weight. I need help and Sears just appears to lie and lie and the Blue Riboon people Robert Forrest and Melissa and Rose Jeniolo Representatives referred to help and they have lied to me over this past year. During 2017 these Blue Ribbon Representatives have closed my case during a time they asked me to let them come out and try again to repair these products. I have been told my case was close and Mellisa had left the Blue Ribbon and then Robert had opened it up and then close the complaint out after promising to get the garage door opener fixed or replaced if I let them try to fix the treadmill by placing the parts sent out for repair while Melissa had the case closed. After I selected a treadmill, Rose Jeniolo called me and refused to do anything to get me a new refrigerator or garage door opener. I had not had the treadmill delivered. I must admit this person Jeniolo was very nasty to me and daring me to keep on trying to get help for lost food, refrigerator and garage door opener. I never could get the food replacement as promised by them for the numerous times I lost food. I had people from the National Corporate Office for Sears promise, The manager Mr. Anderson tell his repairmen to fill out the food lost forms at my house one more than one occassion and the Blue Ribbon people tell me I was going to get it to cover $250.00 each time. I never got any of that food lost money from 2017 to 2017 and numerous loses. I had a repairmen come to my house for all three products who did not know how to fix one or even all three of these products. I had repairmen come to my house and refuse to order broken or on working parts for the refrigerator, one who did not know about food and how to read or use the computerized digital control panel, one who ordered parts that were not the size right for my refrigerator, one who never knew where the motor was located, one who told me that the crisper boxes that I continued to lost all food in them was not covered by the agreement and infact no internal parts were covered by the agreement, but he lied and wrote lies to them that all of my food was spoiled, but this was my complaints of not being able to keep food fresh with in three days or less of purchasing and the refrigerator was running on the highest levels. I am feed up and still losing money from Sears negative actions.
I will say that the manager of the Merrillville Store did all he said was in his power over the years to help with my complaints, but people he contacted did not give me a new replacement refrigerator nor garage door opener and have not completed the delivery of a new treadmill of a higher value per the Production Maintainence agreements. I do not know why any one would purchase anything from SEARS if they had been through what I am going through from before 2017 renewal of the Production Maintainence Agreements ending 2017. Be careful because they might take back what you can carry back to them, but they will not help you if you cannot carry it back to them and try to be a honest paying customer. loyal for over 20 years and other family and friends were who now questions where. They have lived through this nightmare with me and they will not be silent when talking to their friend and so on and so forth.

When I bought a plasma TV from Sears, the salesperson asked if I want the extended warrenty on it for 400 bucks. I was told it covered the screen in case of burn in or dead pixels and the factory one it came with didn't. When it started getting dead pixels and little red dots everywhere I called service, only to have the guy who came out tell me it wasn't covered.

A call to warrenty had a super tell me it was covered and they could send someone the next day. I told them I don't get home until 4 PM and was told that wasn't a problem and someone would call me before they came at 4. They called at 11 AM to say the tech was waiting at my house.

When I told them I was at work and warrenty had told me they wouldn't be here til after 4, I was told, "I'll call the tech and see if he can come back and have him call you." NO FREAKING CALL, NO FREAKING SERVICE.

If you buy a TV from Sears, save the 400 instead of getting their worthless warrenty, The yearly "tune up" on the set they say is in the warrenty never happened either in the 2 1/2 years I've had it. They even had the stones to call and ask if I wanted to extend the warrenty.

i as a cancer patient faceing a masacatomy ordered 2 bras and 2 pads . by the time i could try it on dissovered that they were way to big for me loseing 50 pounds ' i tried returning them for refund but was informed that therwas anew policy if not in original package i could not get a refund, i have always returned things be fore. i was un aware of this new poiicy, im all for policy had i known. i can not afford to reorder without my refund. i concider my self a very good customer of sears . i am so verry upset over this, i left my parcel at the store and i have nothing for 148.00 . i went to the store twice no luck. i e-mailed head office customer service.ca they gave me a number to call in canada, thinking it would be looked after. still no luck. this has been going on since march its now june. what can you do for me? thank-you april backman

On "Black Friday", November 28, 2017, I purchased a new microwave from the local Sears store. I don't normally shop on that day, but our MW had just stopped working and Sears was offering a very good deal with a $20 rebate. I was given a rebate receipt which stated I must either mail the form by December 31, 2017 or submit online. Thinking I would get my rebate quicker, I naturally submitted online that very day.

I checked the rebate site for status a couple weeks later and it said they had my rebate on hold pending the expiration of a 30 day return period. So I waited until after the first of the year (2017), which would have been after the 30 day period expired. The rebate site still said the same thing. So, I used the contact on the site to ask what was going on. I got a message several days later (!) that said I was trying to submit a rebate that was not eligible for online submission.

At this point, I was getting frustrated. I had followed the directions on the rebate slip and now the deadline had passed, so I couldn't mail it in if I wanted to. And of course, the e-mail was sent from an address that you cannot reply to!

I put in another inquiry. I received a generic response that told me to "find the correct process for submitting for your rebate, or following up on your rebate by visiting www.sears.com/rebates. Or please check your rebate form for more information and instructions for how to submit and follow up on your rebate". Worthless.

The icing on the cake is that now I have recieved another e-mail to which I cannot reply that tells me:

"Our records indicate that your rebate submission is not eligible for a rebate payment.
We apologize for the late notice of your unqualified rebate status. For more specific information or to view your online rebate status, please click on this link: https://www.mysearsrebate.com"

Going to mysearsrebate.com takes me to my rebate status that says there is no rebate available on the product purchased. I sure wish I had kept their advertisment, because they advertised this rebate in their Black Friday flyer.

I purchased a lawnmower bag, from the online parts website. The site clearly stated 'frame, grassbagbag' were together... Received only frame, which I did not need, only needed bag... So called, no results, but returned the frame with a letter, including copy of inaccurate webpage and requested both sending and return shipping as it was their error... I get credit for the item but they ignored the request for the sending and return shipping, which was $8.99 plus $26 to return, because it was oversized box. I am furious and will not shop sears again... This is my third incident this year... I am done with that place!

I happened to notice a T.V. on sale at Sears and thought it would make a good Fathers Day gift. I live in Montgomery, IL thus calling my local Sears stores located in Aurora and Plano to inquire about stock on this item. Both were sold out. That being said I called Sears in St. Charles, Which is 45mins away. I asked to be transfer to T.V. department and after being told that they did have it in stock I asked if it could be placed on hold for me. The sales associate informed me the only way it was possible was to purchase it over the phone. Which I did, then was giving a confirmation number and told to go to merchandise pick-up for my purchase. Once I arrived at merchandise pick-up I was told they had no history of my transaction and I needed to talk to a sale associate who also couldn't find anything. I was then taking to talk to store manager and only at this time was I told that my original call was transferred to Sears online and not the actual store department. Therefore there was no transaction history at their store and was told I had to wait 4 to 8 hour before it would be in their system to be released to me. Mind you it took me 45mins to get there, so I asked the store manager if she could just confirm that the purchase was make and allow me to receive the T.V. I already paid for. Her response was there wasn't anything she could do. My husband then asked if she could have them just terminate the original order and we would purchase it directly from the store. She had it cancelled and notified us that our credit card would be reimbursed within 24 to 48 hours three days have passed and still no reimbursement. I was given a 1-800 number to call which is Sears National Customer Relations and was told by N. C. R. they can't do anything for me to call Sears online customer service. I did and was then told that it would take 5 to 7 business day for reimbursement to post on my account because a Sears credit card wasn't used. Their online associate proceeded to tell me to "look at it as a learning experience and maybe next time I should ask if I'm speaking to someone that is physically at the store". After that had been said I called N. C. R. again asked for district manager name and a number I could get a hold of him. At that time a person by the name James identifying himself as a case manager said they couldn't give that information and ask about the situation. I informed James of what was going on to which he reply im sorry of our employees choose of words but still can't give out that information. I hope this some how reaches him not only to resolve my problem but foremost to inform him how their company is being operated.

Our air conditioner stopped working Mother's Day - May 9, 2017. Called Sears immediately. Got a service repair date of May 15, 2017 (6 days later) between 10:00am and 2:00pm. Saturday, May 15 @ 1:20pm a service repair person called and said he was not coming because of the rain. I do admit to the rain but at that time it was barely a drizzle at my house. He said he doesn't work in the rain for no one; that he had a wife and kids (I don't remember how many) and that they needed him. He cancelled the service. I immediately called Sears Service and was told that the repair person just called and said "I" had cancelled the service! I repeated to the service dept. what the repair man said to me and told him that I DID NOT cancel the service! Got little to no compensation! Sorry about that but since the service repair had been cancelled all that could be done at that point was to reschedule another appointment - Monday, May 24 - another nine days - totalling 15 days just to get someone here to LOOK at the air conditioner. Then, I'm sure, "a part" will probably have to be "ordered" and that will AGAIN add more days without cool air! I live in Houston, TX. Its hot and humid. Can you imagine having to live in those conditions - repeatedly. I pay for a Maintenance Agreement and I foolishly thought I would get better service from Sears. I've been a loyal Sears customer for many, many years and this is the thanks I get. TRULY - if I had not already PAID for the service, I would call someone else to come and fix my air conditioner. THIS IS AWFUL. Is this how you reward loyalty?

A Miserable and Unhappy Sears Customer

I just received a letter of being sued for $200.00 from SEARS's Law Firm and it is a scam! My son is being wrongly accused of stealing a t-shirt when it was a boy he was with. My son has NEVER been in any kind of trouble before and the head of security told us that he had reviewed the tapes and my son had nothing to do with it. We went home thankful that my son made the right decision to encourage the boy to not steal and stayed out of getting in trouble. Now less than a month later I get a Settlement Offer saying I owe them $200.00. This is a scam and I wonder how many people have paid them the money because it is a very intimidating letter saying if I don't pay them very quickly then they will sue me for even more money! This is outrageous! I'm sure most people just pay the $200.00 to get them off their back. I have no intent on paying this ever. This is wrong! i will never shop at SEARS again and neither will any one in my circle of family and friends.

I ordered a almost $200.00 sofa slip cover on August 15th...the person I spoke with said " are you picking it up Mam or do you want delivery ? " I asked how long would delivery take and how much ? He said, " It would cost $10.00, and will arrive ion August 18th. " I said ok... I'm getting married and I have a million appts. so can you tell them to call me when it's being delivered? He said"I will put " Notify customer by calling (my #), upon arrival. I said thanx alot... I was greatfull to have good service...as I was getting Married on August 22, and it also was my birthday ! I was having a small wedding @ my small house, and I didn't want to have an ugly couch in my living room. My couch just didn't match any bridal coloring as it is bright orange...It matched my funky old apt...lol So on August 18th I patiently and excitedly awaited. Nothing... I called they said...should be there tomorrow . Ok I said..then tomorrow came...nothing. I called, they said they would put a note attached to my name, explaining the importance of receiving this before the weekend of the 22nd ! I said ok...mmm, then finally Friday came... I called quite upset...bride to be, bday, no sofa slip cover...SEARS put me thru to the delivery area, and the woman on the other end HUNG UP ON ME ON PURPOSE ! I never got my cover, today is AUGUST 27th. STILL WAITING>>>> I got the run around sooooo bad by SEARS ! First they said it would be delivered on the 18th ! then when it wasn't, they said they had up to 5 days after it gets sent to the delivery "GUY", which apparently is UPS, but who knows..as I still haven't received it. Now they are saying another 6 days ! HORRIBLE CUSTOMER SERVICE ! DON"T DO DELIVERY VERY UPSET CUSTOMER ! MY wedding went ok EXCEPT FOR THE ORANGE COUCH IN MY PICTURES TO ALWAYS REMIND ME HOW MUCH I HATE SEARS ! I STILL HAVEN'T RECEIVED IT YET !

Dear Mr. Aylwin Lewis,

I would like to share my recent experience with your once reputable company. None of it good. It regards not just product quality, but customer service and repair problems (mostly customer service). Also, it isn't necessarily geared towards one particular store, but the entire Sears Corporation and your overall business practices.

I purchased a Kenmore gas oven range from the Sears Outlet store in San Leandro, Ca on 1/31/05 along with an extended warranty which is due to expire 1/31/08. The purchase price of the oven was $899.00 and the warranty was $179.00. The oven price was discounted from approximately $1300 at the Outlet due to cosmetic reasons only. Or at least that's what was claimed. Once the oven was installed, I noticed that there were burn marks inside and crumbs left over from someone else's use of the oven (I was told the oven was not used—furthermore, why would someone accept the range when it was cosmetically damaged, use it, then decide they didn't want to range due to the cosmetic damage—all very suspicious). Well, not one to make waves, I was just excited to have a nice stainless steel range and didn't want to go through the hassle of asking for an exchange. Especially since, at that time, I was busy dealing with incompetent contractors remodeling my kitchen. The oven became an afterthought.

Unfortunately, it's been much to my own detriment that I did not immediately make waves regarding this gas oven range. Shortly after installation, the gas oven would not ignite. The stove worked, the broiler kind of worked, and the warming drawer worked. However, even though the ignition to the oven wouldn't work initially, after repeated efforts I was able to get it started. I did call for service. They scheduled an appointment with me for April 6th, giving me a four hour time frame in which they would arrive.

The repairman worked on the oven for about an hour before deeming it fixed. The next day, the same problem started. The oven would only ignite sometimes. If it wouldn't ignite, I would have to turn on the broiler to get the oven really hot. Then, after about an hour, the oven might ignite. I called again for another appointment. I had to schedule during a work day and had to put up with a four hour time period in which they would show up. The repairman who arrived said the particular oven I had was very problematic for other customers, in which they experienced the same problem. I explained to him that I could sometimes get it to ignite, but more often than not, it wouldn’t go on.

He managed to fix it and everything was fine for approximately a year. And then the same problem started occurring again. The oven would only ignite sometimes. I called for my third service repair. The repairman came out, worked on the oven, and then deemed it fixed. The very next day, the oven wouldn't work again. I then called and requested the oven be replaced. The customer service rep refused and said they would have to send out another repairman. I scheduled another appointment with them. Same situation. The repairman came out, worked on it, said he fixed it and then a day later the oven wouldn't ignite.

After being denied again after requesting the oven be replaced, I then made another appointment for Saturday, March 30th in which I was given the time frame of the hours between 8 am and 12 pm. They called Friday evening to confirm, but stated they could only show up between the hours of 1 pm and 5 pm. I said that wouldn't work and we rescheduled for Wednesday, April 4th between in which someone was to show up between the hours of 8 am and 12 pm. By 12:15 on the scheduled day no one had arrived or called. I called the customer service line and they said they were running behind schedule. At 1:30 pm the repairman showed up. I had to wait for over five hours for him to show. He spent an hour and a half working on the oven before he deemed it repaired.

The very next day the oven would not ignite. At all. And now, for the very first time, the broiler does not work. I called the customer service line to request a replacement. The woman I spoke with said she could not process my request and I would have to call the warranty department. I asked for the phone number, which she provided. I called the next morning and the number turned out to be a fake phone number. I had to call customer service again, which entails a nightmare of a time trying to get through the automated answering system to speak to an actual human being. I was disconnected multiple times. I finally got through to someone who also said they could not process my request and had to transfer me to someone else. I had to give them all of my information again and explain that I had had a total of FIVE repairmen try and fix the oven to no avail. Not to mention the massive amounts of ruined dinners I've had to deal with because of a defective oven. I also had to spend upwards of thirty hours of my time waiting for repairmen to come. She then started to pretend that she couldn't hear me. It was obvious we had a good connection. After a couple of minutes of this she then realized I wasn't buying it, but still said I was having problems with my phone. I wasn't. She was very amused with her "wit." I was not.

This very disrespectful customer service rep then transferred me to someone else. I explained everything all over again and said that I wanted a new oven range. She said no, my warranty didn’t cover it, but they could send out another repairman. I said fine, but I wasn't going to sit around and wait for another five hours waiting for someone to show up on my Saturday. She said I had no choice. I explained to her that I was a long time Sears customer and had purchased two dryers, two washing machines, two refrigerators and this oven over the course of fours years and they could accommodate me if they wanted. We went back and forth over this and then she HUNG UP ON ME.

I've really had it with your company. Your products are terrible and your customer service is even worse. I just want the oven range replaced. I will pay the difference for an upgrade. My newest refrigerator (that I purchased along with the oven) had to be serviced twice within the first month I purchased it. The brand new Kenmore Elite dryer didn't even work the day they installed it. A repairman had to come out the next day to fix it. It was supposed to be brand new! Now both the Kenmore Elite dryer and washer, which I have not had for a full year, are having operational problems. It's simply gotten beyond absurd and something must be done.

There is a bigger picture here than just the fine print of my warranty. I have found it impossible to contact someone within your company that has a true concern for your customers and can approach the problems I'm facing with a humanistic perspective. Instead, I've been ignored, mocked, and hung up on.

I want to reiterate that I have spent well over thirty hours of my time waiting for your repairmen to service a product I've had continual problems with from the time of purchase. A product I was told was NEW, but was clearly used. I have had countless meals ruined. I didn't have a working oven over Thanksgiving, the Christmas holidays, or when I held a dinner party. I have spent THOUSANDS of dollars at your store and have been a long time customer. When I purchased my first home in 2017, I purchased a washer, dryer, and refrigerator from Sears—all Kenmore products. I also purchased a Kenmore vacuum cleaner, Craftsman lawnmower, power tools, a patio set, and countless gardening equipment. When I purchased my second home two years later, I once again purchased the Kenmore gas range, a Kenmore refrigerator, and Kenmore Elite Oasis washer and dryer. But since 2017, I've had nothing but problems with your products and your employees.

Kenmore oven range: Oven does not ignite. Serviced five times and still not working.
Kenmore refrigerator: Serviced twice due to freezer problems.
Kenmore Elite Oasis dryer: Serviced once. It actually did not work the day it was delivered and installed!
Kenmore upright vacuum cleaner: Broken after only two years. Had to replace it with a brand NOT related to Kenmore or Sears.

I'm appalled over the treatment I received the other day when I called and asked for the oven range to be replaced. I'm sick and tired of being treated like it's my job to accommodate you. I'm the customer. I'm one of the people out there who has contributed to your profits. It's time to give a little and accommodate me for once. I've been reduced to tears stemming from the frustration of dealing with your shoddy products and despicable so-called customer service. I have filed a compliant with the California Department of Consumer Affairs. I'm also posting this letter on multiple boards on the Internet, and I'm including other posts from people with similar experiences along with this letter. Maybe you should start listening.

Scheduled my washing machine to be repaired by Sears after an independant repairman said that if he had to order a part for Kenmore that it takes him 5 weeks to get where Sears gets it overnighted. With that I set up my appointment with Sears from 1-5pm. At 4:30 the repairman calls to say he's just getting done and will get to my home close to 5. I had to reschedule because I have kids to pick up and called the customer service repair dept to reschedule. They gave me a shorter window for the next day from 8 - 10:30am because the repairman didn't make it in time. At 10am I called to find out they pushed the window was pushed back to 12 for my repair. I waited patiently and at 12 I called again to find out that the repair was rescheduled again for the next day in the afternoon. Mind you I never received a call from CS to do this. Now that I was going on borderline insanity at how a company could do this, I finally spoke to a "supervisor" and they contacted the dispatch for my area to get the repairman to my house before 3pm. I was told many apologies and that this was finalized and not to worry. 3pm - no repairman.

I have now spoken to the repair center for Sears 5 times. All they could do now was reschedule me for next week and give me a wopping 20% off my service for spending a day and a half at home waiting for their repairman.

My advice is two fold. Don't buy appliances from Sears because they can't back up the service they provide under their warranties. Don't even try to use their repair service. Call an independant and get an actual person to visit your home rather than getting apologies with no resolution from a phone center.

I never thought poorly of Sears until I bought my washer/dryer from them and really saw their customer service capabilities. You can guess that I'm going to only use local business for my purchages and repair in the future. No more shopping at Sears.

My Sears electric blanket smoldered and burnt me, the blankets and the mattress. We contacted Sears in our town Kendallville, IN and they said they couldn't do anything about it because we didn't have the receipt. Help please

Karen Goebel
303 s state st
Kendallville, IN
[protected]
kareena2005@msn.com

Maybe it's our fault. Afterall, every time my wife and I have made a major purchase at Sears in the past several years there has been an issue, often with missed deliveries or substandard merchandise.

A few weeks back we ordered a top-of-the-line gas stove and a refridgerator. It took us about 45 minutes to decide on the models, and the sales clerk almost as much time to put the order into the system. I was very clear - it doesn't matter what day they wanted to deliver the appliances, so long as they came on the same day and the delivery was in the afternoon. No mornings. No problem, I was assured.

Today, the eve of the scheduled delivery, went from bad to worse. Call came from Sears - no 'fridge. At least not until Oct 31. Fine, we said. Then the call with the timeframe for the stove delivery - tomorrow morning. We called back and told them we needed the afternoon or a different date. No can do, sir. Apparently our zipcode places us in the morning slot every day.

Blame flew - the computer, the delivery subcontractors, upper management, President Bush...ok, just kidding. Upper management doesn't make these decisions. When I asked for a manager to contact me, they had some 14 yo call me to appologize.

The stove and the 'fridge orders have been canceled. We are canceling our Sears card so as to remove any temptation of using it for the One Year 0% Interest. We're essentially done with Sears. Some of our friends wonder why we were still shopping there. Today they can stop wondering. Today we join the growing ranks of people fed-up with a customer service policy that seems to exclude one major component - customers.

Obviously this is not first and only issue with Sears. But I assure you it will be my last.

I Bought a Bionaire humidifier from Sears, today. When setting up the unit I noticed the filter was grossly moldy and discolored. How could this happen to a brand new unit in the box? I don't think filters can grow this kind of mold in a dry box. I purchased a product that has obviously been used, returned to the store and placed back on the shelf! Next time (if ever) I buy something from SEARS the item will have to be removed from the box and inspected thoroughly.

I got a Rocking type Chair and a sliding foot ottoman that goes with it... for my baby shower back in September 2017! I was easy to assamble and we thank you for that! Unfotunality... we are EXTREMELY disapointed with the product. It squeaks so loud I cannot even rock my child in it anymore. We have tried everything!
Im under the assumption that a product like that would be under some sort of yearly warranty! My sister purchased it for me and it was over $200, how do you expect to sell these? If in a few months time they cant even get their child to sleep as they are so loud!
I even registered with you guys at sears for my baby shower... not happy with the out come of my chair!
YOU CAN HAVE MY CHAIR BACK AND I WILL TAKE THE FULL REFUND!
Disapointed Customer

AMANDA

Scheduled a service call for our freezer a week in advance. Got a confirming call from Sears saying service man would be at our house between 1 and 5 the following afternoon. I took the afternoon off from work to meet the service man.

He never showed up and never called.

We called them, they listened and said he should have called. They checked the 2 telephone numbers to verify they were correct and they were correct.

Had to schedule another visit a week from now.

Hello, Let me start out by saying that the last two shopping experiences have been down right awful! I spend around 1500.00-2500.00 at sears in a years time, and don't see myself doing business with sears for a while! I was going to purchase a 1400.00 mower from sears and I Saw that there was going to be a 1 day 20% off on all lawn and garden tractors. (wow) I was excited to save some money and give you my business. I called sears and was very upset when the gentleman told me that the 1399.99 price already reflected the 20% off! What? I could have bought it 2 weeks prior for the same 1399.99, where is the 20% off? I mentioned it to the salesman and he said that the mower could be purchased all season at the same magical price of 1399.99... Again, where is the 20% off 1 day sale. I feel that this was a very crooked and very misleading way to get people in to the store and then screw them. I work very hard for my money and feel that if Sears wants to treat myself and other customers like this, then I will take my business to HOME DEPOT OR? Thanks, Josh

Good evening,
I purchased two wedding bands and engagement ring from this location (Sears at South-land Mall of Memphis, TN). Further, I requested this store to size the rings. However, when I call the store to check to see if the rings had been sized the first sales rep. was rude stating, "if they haven't called me yet that means the rings have not been sized yet". Then she told me to hold on but she hung the telephone up in my face. I called back and ask to speak with the manager over the jewelry department and she stated, "I am the manager". Then, I asked her who was the manager over the store and she stated she did not know. I always shop at this store for merchandise and takes sears portraits. I feel as if the sales manager over the jewelery department failed to know that most customers knows their rights. However, I will be taking my business somewhere else and will tell others not to shop at this location. With the economy the way that it is no one wants to spend their money and be treated rudely. Please inform me or advise me on what the next step that I need to take.

Gwendolyn Moore

Purchased Craftsman 4-Gallon Twin Stack Compressor With 3 Pc. Nailer Kit Item #16638 from Sears located at 9 E. Valley Mall Blvd. Union Gap, WA [protected] on Saturday 11/07/2017. Item rang up for $149.99 but advertised for $299.98 which caught the cashier (Tanna) attention, who then contacted her manager (Becky) by phone to double check/verify the correct price and also to verify the 3 Pc. Nailer Kit was included. The manager (Becky) advised the correct price of $149.99 to include the compressor and nailer kit. I paid for this item in full and will pick it up later due to having to be at work shortly. The salesperson (Tanna) said “If it doesn’t include the 3 Pc. Nailer Kit make sure to talk to the manager Becky.” Sunday afternoon I went to pick up the item I paid for in full, which were the air compressor and 3 Pc. Nailer kit. Well, the stockman only brought the compressor which didn’t have the 3 Pc. Nailer kit as promised. I asked the stockman about the deal that was advertised and if I could speak to Becky. One of the managers on shift (Sandi) came out and spoke with me stating “Becky is not here today and I can’t authorize anything that she may have promised and the person who sold it to you will here at 1230.” So I waited about 30 minutes until it was 1230 and Tanna was on shift to speak with her. Tanna the salesperson said “Becky made a mistake and was supposed to call you but I guess she didn’t” in which I said “No, I never received and phone call from Sears.” Salesperson Tanna went back to call her manager (Becky) and asked “What can we do about this sale?” in which Becky replied “We can offer him (being me) $60 off the 3 Pc. Nailer Kit” I thought about this offer Sears just gave me and asked Tanna “Shouldn’t you honor the sale price since it was verified by the cashier who rang up the item and also the department manager?” Tanna said “You will have to come back tomorrow and speak with head manager (Troy) who is the only one that can authorize it for that low of a price.” Monday afternoon I went to pick up the item I paid in full once again and the stockman came out with the air compressor without the 3 Pc. Nailer Kit! So I asked to speak with Troy, who couldn’t come due to being on a conference call and I will have to wait 3-45 minutes in order to speak with Troy. I told the stockman to take back the item and have Troy call me when he is free because I have to be at work in about 1 hour. Around 1620 I listen to a voice mail from Troy who wants me to call him back, which is exactly what I did around 1630. I explain the details of the purchase transaction and the incident yesterday being Sunday. Troy says “About all we can do is offer you a $60 discount towards the 3 Pc. Nailer Kit and Becky made a mistake who apologies for it.” I state that I have paid for the item in full, I have the displaying the item number, receipt with item #16638 matching the advertised ad, and was not only verified by the salesperson but also her manager. Trot kept on trying argue his point that it was a mistake and is willing to offer a $60 discount off the 3 Pc. Nailer Kit. We didn’t seem to come to a conclusion and I said “I will be calling Sears headquarters to file a complaint, ” which I already had done. Upon contacting Sears' headquarters for the second time, I spoke with a representative who said I should call the Sears store and ask for the district managers’ information and contact that person. After calling the Sears store where I purchased my item, they kept on trying to have me leave a message with Troy Larson who I just got done speaking with. I advised the employee I have already spoke with Troy and will call Sears headquarters for the third time and ask them for the information. Contacting Sears' headquarters the third time and asked for the district managers’ information for the Yakima, WA area they said “We can’t disclose that information to the general public.”

After being told on July 30, 2017 that I'd be receiving my $50 rebate in 7-10 days, I am still waiting. Sears' rebate customer service is rude and not helpful.

Here is my July 30, 2017 email. I thank you for any help you may be able to provide.

----- Forwarded Message -----
From: "help SEARS"
To: "XXXXXXX@comcast.net>
Sent: Thursday, July 30, 2017 11:28:00 AM GMT -05:00 US/Canada Eastern
Subject: RE: Customer question
Dear Customer,

Thank you for participating in the Sears Rebate Center Online. You are receiving this email in response to your inquiry via the Contact Us section of the Rebate Center website.

Your rebate is in the final stages of processing. You can expect to receive your payment within 7-10 business days.

Thank you again for shopping at Sears.

Sincerely,
Your Sears Rebate Customer Care Team

Note- Please do not reply to this message. Additional communication is facilitated by using the Contact Us page at www.mySearsrebate.com

I have an addition built onto the back of my home. I purchased this home two years ago. There were two support beams that were rotted and in need of replacing prior to installing new windows.

The Sears Home Improvement Center salesman that came out told me that the repairs would need to be done prior to measuring the opening for the windows.

This process dragged on for at least two months because the "job" wasn’t big enough for someone to bother with. Once I finally got a contractor out to look at the repair work, the damage was found to be more extensive than expected. Carpenter ants were discovered.

The entire back end of the first floor of my home had to be ripped out and repaired. My home has been open and exposed to the elements since last summer. I explained this to the salesman and told him once I got the repair work done I would be contacting him to come out to take the final measurements.

Every time I called the salesman he never answered his phone nor did I receive a return call.

Due to an illness with the contractor and a death in my family, this process took some time to complete.

Once they were done with everything the contractor could do, work came to a standstill. They couldn’t proceed until the windows were installed.

I called the salesman to have someone come out to measure the new opening. No one ever came out. I called Sears to inquire about what happened and they had no record of my appointment.

Another appointment was made and I was told the individual would be at my home within a certain time frame. This didn’t happen and I had to get back to work. I called the installation once I got to work and they said they were planning on coming after the time originally discussed.

But, they never bothered to call to tell me of their new plans. So, we arranged for them to come back out the following day. I left work again to meet them at my home and they had already come and gone by the time I arrived. Again, not bothering to call me.

REMEMBER --- I’m taking off work for this each time! WHY?

Several weeks went by and I finally called to inquire as to where the windows were. The same gentleman, Larry, who came out to take the measurements told me that they would be arriving within days and they would call me to set up a time to come and install.

More time passed and I called back. I kept asking to speak to someone other than Larry because he was difficult to deal with and clearly not trustworthy. The gatekeepers at various numbers I tried kept giving me to him. I was told by Larry that they were on "the truck" ready to be unloaded in the warehouse. And, again, they would call me when they were ready to be delivered.

I called back days later and THANK GOD this Larry character was on vacation and his boss spoke with me. After leaving me on hold for a considerable amount of time, he came back and told me he couldn’t find any evidence of my order.

HUM! The windows were not on any truck and as far as he could tell they had never been ordered.

I proceeded to tell this man that "Larry" needed to be fired! He had blatantly lied to me about everything. What did he expect to gain? Did he think I was going to disappear and never call back?

Moving right along, the windows came in and were installed. I had to let my original contractors go due to the time it took to get the windows delivered and installed. They had nothing to do and went on to other jobs.

Once I got two quotes from building contractors to have the repair work completed and the windows enclosed I was told that the frame that was installed by Sears which would be the knee wall was too wide for the windows.

I didn’t even want a knee wall. I wanted floor the ceiling windows. I also asked to see what the windows would look like before they were installed. By the time they came I didn’t care. I just wanted the room enclosed due to safety and energy usage reasons.

The wood frames were wider than the windows and they didn’t have a lip at the bottom of the frame to catch water fall off. I needed windows for vinyl siding not insert windows. The way the windows and siding are installed there isn’t any place for the water to run off except for inside my home behind the siding. This obviously isn’t acceptable. I was told that they could caulk the windows and this also isn’t acceptable since caulk doesn't last and I’d be dealing with rotted wood and insect infestation all over again.

I called the customer service center and a very rude Indian woman said that I signed for the windows so there wasn’t anything they could do.

Yes, I did sign for these windows, but I am not a contractor or a builder. I hired a "so called" expert in the industry to make the right decisions for me. A window is a window to me.

I was told that someone would call me back within three business days. I am most confident given my past experience with the local Sears store that this matter will never get resolved much less with me receiving a phone call from them.

These windows aren’t cheap!

I purchased a gas dryer including hookup and all necessary hook up parts. Sears delivered the dryer, unhooked my gas line, took my old dryer, and noticed that they didn't have the necessary parts. So, they left to get the correct part, all the time leaving my gas line wide open! They never came back! My old dryer ... gone, the new dryer...sitting there unhooked, my gas line...exposed! this was at 8:30 am. after calling & calling & calling until 7:00 pm (i got the run around for 10 hrs.) frantic that my house was going to blow up...they told me no one could come back until the next day & told me to call the gas company to come to my house at my cost to make sure gas was not leaking into my house. they told me to call the fire dept. if i smelled gas. wow...i guess the lives of customers are not as important as the sale of a dryer! i will NEVER purchase anything from SEARS again. They put the life of my family in jeopardy.

Bought General Electric Range model # JBP35DK1CC, SN SH228415Q on October 11, 2017 at the local Sears Roebuck Store. The enamel around the burner lips started to peel within a couple of weeks. It got so bad that I finally went in February 2017 to the store and complained to the salespeople and store manager. I was informed that the warranty did not cover the paint since that was a cosmetic and not an operational issues. Furthermore, I was told that if I wanted it repaired, I would have to pay for a new top. I consented to this request and a maintenance technician was dispatched from Tucson a few days later. The top he brought down was damaged and a new top was ordered. It too was damaged and a third one was ordered and it too was damaged. Finally, got one after three weeks that wasn't damaged and was replaced. I paid $211 for the new top and replacement. Now the new top enamel is also peeling just like the original one leading me to believe that the quality of the paint or the procedure being used for putting it on the surface is not up to par. I had my old stove for over 20 years and never had that kind of problem. Needless to say, I am very unhappy with this problem.

Writing as a warning for you to stay far far away from this sears or any sears in general.

I bought a dishwasher there in december. They were offering a deal where you could get either a free install, or 12 months no interest. Well i'm not a big fan of revolving debt so I opted for the free install.

First of all the install was not free. It was free after mail in rebate, up to $99. Guess how much the install actually costs? $119. Then they somehow charged an additional $55 on to my card, which we never even got a receipt for. So anyhow, I stupidly went through thinking that sears was competent enough to handle a rebate. I waited 60 days for the rebate, and never received it, so I called the store. They were utterly useless. They told me to go to
http://mySearsRebate.com. nothing like having to write an e-mail to a black hole. So I write them an e-mail asking them where my rebate is, and never receive a reply. So today, I was happy to get my rebate. I open the envelope and see a check for $35. Wtf.

So I talk to the usual powerless manager on duty who says she can't do anything, but gives me some other useless phone number where I can leave a voice message. Yippee.

So sears has my $110 that it did not rightfully earn, but they really lose. I was going to finish out my appliances this spring, but not with them. So that's at least $5, 000 they are missing out on. On top of that, I am recommending that you all never shop sears. The only thing they care about is making a sale. Hopefully they die out like the horse and buggy soon.

On February 1st, a woman named Theresa called me regarding an application I had completed for an hourly position. She told me I would be in a group interview and asked me if Thursday or Friday would work best for me. I told her Friday and she said she would see me at 11am. I arrived at 10:50am and told a friend of mine who works in electronics that I was applying and he lead me to the Human Resources office and let them know I was waiting there. I was told at 11:15am that it would only be 15 more minutes wait. At 11:45am, I knocked on the HR office door and asked when the interview would take place. The young man stated that Eric was still in an interview with another person. I said that I was to see Theresa and he said that Eric is doing the interviewing. At noon, Eric led me into a room with another manager, and no other applicants. I asked about the time and the group interview and was ignored! He simply moved onto questions. I was told that I would receive a phone call on Monday. I called on Tuesday and received voice mail at 10 am in the morning. I left a message and was not called back. I called again at 2:30pm only to receive voice mail again. I called the following week and left a message for the store manager, Ms. Interpreter. She did not return my call. I then called and was given her e-mail and left another message for her to call me. She did not respond to either my phone call or my e-mail. I called approximately two weeks later and asked for the district manager to return my phone call. I was told that he is new and still in training. He never returned my call either.
I am currently employed and thankfully took a two hour lunch break that day; just barely able to make it back in time. I understand if they chose another candidate, however, the time waiting for the interview and the unreturned phone calls are very unprofessional.
I hope that this information is reviewed and that the human resources office receives the proper training necessary to retain customers and potential employees.
Thank you for your time in reading this information.

Respectfully,
K.Houston

Installer brought my new dishwasher today. I noticed he wiped up water from the floor during installation. I asked him a number of times to verify no leaks. I was assured repeatedly that it was notleaking, but test residue. He left and my first load provided a flood, ruining my floor. Of course, he can't be reached by anyone.
Last laugh — they have my money — and I have no service! Sears is playing helpless. Done! There is a reason to stick to your mom and pop shops.

We have been through two Kenmore ranges in the last five years. The first last less then 9 months. The last longer with the same problem as the first where the oven would sometimes ignite and sometimes not. More often then that it didn’t but since all they did at Sears was just replace it with the same one we just lived with it. Until last Monday, when we put it in sense clean mode and it went up in flames. If we hadn’t been home, our whole house would have been gone. My husband was able to get the fire out after a battle because the oven wouldn’t unlock. Sears says they will look at it at our own cost to prove it wasn’t our fault but then they may still not do anything because it wasn’t under warranty. Called store to notify them of the problem and they ask if we need a new range. I said of course I do because this one is burnt up. They say they would only give a discount if we opened a credit account with them and if I didn’t do that they would do free delivery. I said thank you but no thanks. They have lost another customer for faulty appliances and horrible customer care.

On Nov 16, 2017 I purchased a Acer computer from Sears.com. My order confirmation came back that the computer would be delivered on 11/21/2017. 11,21,07 arrived and I received the carrying case for the computer but no computer, I called customer service and was told that due to the holidays the computer would be shipped out late, but I should have next week. On 11/30/2017 I called and was told that the vendor has 28 business days in which to send me the computer and that my order confirmation told me that, I told her no where on there site or my confirmation did it say that. She said give it to next week and you should have the shipping information. On 12/10/2017 I called Sears and was told that againd they vendor has 28 days to ship the computer and that due to the holidays things are late, but I would get it by Christmas. I explained that I needed a definite date, because I couldn't cancel the order or get a refund, I was also told again that my confirmation said that, no it didn't. Also, Sears site never mentions that the computer is coming from somewhere else, if I had known that I wouldn't of bought the computer from Sears. The manufacture is Acer, so I called there number to be told that none of there suppliers are selling this computer. I called Sears back and told them what I found out and immediatly was told to call there National customer hotline. I did and spoke with a woman who gave me all of the same info that I was told previously. When I told her what I was told about the computer not being sold by any of Acer suppliers, I was then placed on hold for 40 minutes. I was told that they had no way to contact there vendor and that they could only send email to them, but that they didn't know who the vendor was. I explained to her, that you would have to know the vendors name if your sending email to them, and of course your paying them. She again placed me on hold for 20 minutes, and then I was transfered to a supervisor, who said i could get a refund but it would take 7 working days.

I will never ever buy another product from Sears online again. Customer service kept saying there hands were tied and that they could only email the vendor. The webiste does not say that these items are being sent by the vendor and not Sears, and customer service has no idea whats going on because for the last 20 days I have been given different stories by different people.

Attention: Dene Rogers-[protected]

Hello Mr. Rogers;

I am not sure why I am sending you a letter; I guess I am hoping to find someone in this company that actually cares about their customer. My husband and I bought a new home in December; I did all my research on the appliances that I would need for my home, my husband and I were split on where to actually buy these products, he was set against Sears whereas I said “Sears has been around for a long time, they have a satisfaction guarantee, as well as they service what they sell, (yes I bought into the commercial marketing.)

We bought our appliances from the Kennedy and 401 store, washer, dryer, fridge, stove, dishwasher, over the range microwave and bedroom furnishings; As well as some other home furnishing. Sears was willing to do a price match but the sales guy was the one that closed the deal he was very attentive and helpful and did several follow up call to us. So we decided even though the price was the same as Appliance Canada we would go with Sears. We liked him so much that even when we found out that he had given us a lower model washer and dryer than we wanted and that Appliance Canada had given us in our price match we still kept it.

Within the ninety day period we had a service call on our hood range microwave because the fan wasn’t working properly. Technician came in and said it was fine even though we insisted that there is no way the HIGH setting should be stronger than the TURBO setting and it didn’t work that way on the model we saw in the store, in any case complacency and life set in and we kept it.

Three months later the microwave completely died, it wouldn’t even turn on. We called in a service call June 27th. I explained the situation I said this is the second service call on this product it’s not even a year old. I really would like to have it replaced it’s obviously a defective product and I need to have a working fan as I am pregnant and there are a lot of food scents that makes me nausea I live in a new development that it still under construction so opening the windows are not an option due to the amount of dust and dirt that comes in the house.

The lady on the line promptly told me well it is past ninety days so we can’t replace it you have to get a technician to come out and fix it. The earliest she could send someone out was a week later. During that time period the left rear burner for my stove would not turn off (when you turn the dial to the off position the burner was still on). I called that in as well, I was told the earliest someone could come out and look at it, was another week, I said but I would consider this an emergency as this is a potentially dangerous situation, she told me to unplug the stove when it’s not in use. ‘Okay’ I said ‘I am pregnant, do you expect me to move this stove and climb behind it to plug and unplug it every time I need to use it. She said madam that’s the best we can do, I said how about you just replace it; her response sorry its past ninety days.

Luckily my husband was off for a couple of days, and after plugging and unplugging it several times over two days the burner I guess reset it self and could be turned off. I called again to tell them that it was now working, I said since this is such a dangerous issue as this could happen during the night while everyone is a sleep or while we are out could you please have someone come out and look at it anyways.

I was told sorry ma’am we would have to charge you as there is nothing wrong with the stove now. So that was cancelled. In the meantime I called several customer service reps to have my microwave replaced as it was only six months old and this was the second service call, all the answers I received were its past ninety days there is nothing we can do.

It would seem that the statement clearly printed on my receipt “Satisfaction guaranteed and if you are not satisfied after ninety days contact us.” After approximately a week and a half the technician came in to look at the microwave. It took me another week of calling the service line to find out what was wrong with the microwave and when would they come back to pick it up and fix it; and at this point they should replace my microwave.

Eventually the 1-800 numbers referred me to contact the store I bought it from, I left three messages for the managers no one returned my call, I was so frustrated I wanted to return everything I had bought from Sears, I called my sales rep he was not even interested in hearing my situation his first response was you need to speak to the manager.

I called the 1-800 number that represents the presidents office, spoke to three different customer service representatives all of whom promise to call me back, by the time I got the fourth one, because none of the previous ones called me back; she said nothing was in my file and there was nothing they could do as they only dealt with catalogue orders.

Finally someone called from servicing to say they will be out to pick up the microwave, I asked why it took so long her response was they didn’t know it hadn’t been picked up; my response was how could you not, I have been calling for a week since the technician came to look at it. Her response was still we didn’t know.

After another week of no response as to what was the status of the microwave. I called the corporate office downtown Toronto. I got a gentleman that listened to my problem and I got my first apology for the inconvenience, then he gave me the name of Lisa Miracle whom he thought would be able to help me. I left her a message it took her two days to have Karen return the call. The conversation with her was short, “they must be waiting for a part to come in to fix it, and sorry for the inconvenience I will send you a hundred dollar gift certificate”.

The whole issue is no one seem understand the importance of the over the range microwave to me, I am pregnant cooking smells make me nausea, Its hot and the construction in my area makes opening doors and windows a difficult option. Keep the money and send me a new microwave.

To shorten the details of rest of this disaster, the microwave was finally delivered August 2, 2017, it was filthy and the stainless steel cabinet was covered with scratches as they seem to have dragged it along the floor or something, so now the brand new stainless steel microwave that I spent almost $700 for on sale; I mounted over my stove right out of the box now looks like a piece for crap; I called that in once again to the very HELPFUL 1-800 service line and was told I will have to wait until Wednesday August 15th for a technician to come and look at it. He was surprise that they chose to fix the something converter as he thought they no longer did that. He did however declare it scratched and stated he will order a new cabinet for it. Now I sit and wait for the rest of this disaster to play out.

I have turned this issue over to my husband; the high blood pressure warning I have from my doctor is just not worth it. I have come to the conclusion that all this issue is my own fault; I chose to spend $13000 of my hard earned money at sears, and as such deserve what I got, I am awaiting the next bout of punishment; if it has taken sears over a month to fix a microwave what is going to happen when one of my major appliances is broken.

I will say this with the quality of service that sears offers and the amount of companies in this market that offers the same products I give your company maybe five years before you will have to start reorganizing and downsizing your stores; excellent customer service is one of the best ways to incite consumer loyalty, you are obviously lacking that quality.

And I will honesty say to get my own satisfaction for my own stupidity for buying from Sears I will do my best to contribute to sears decrease market share, by sharing my story with any and everyone that will listen; while on my maturity leave it is my promise to post my story on as many consumer news board as possible, as well as any mommy groups in which I am involved. I have already convinced both my sister in laws who have house closing in early 08 not to buy from sears and for the one that is getting married to do her bridal registry at the bay rather than sears. I am also arranging to have the sears card held by my Company to be cancelled. As I know the marketing formula that states a dissatisfied customer will share their story with at least 5 other people who in turn will share that story with 2 others. The cycle has begun and I am beginning to feel vindicated.

Sears would not honor the price we received from another store in town. We brought proof of a price of an item from another retailer. Sears told us the store would not honor it but they would online. We called contacted online support who told us that was crazy and go back to the store. Online Sears support told us exactly what the person at the store needed to do. We called the store prior to driving 20 minutes back to the store to make sure everything we had been told on the phone was accurate. After arriving back at the store they told us they would not match the price. Their price match policy is a joke. Don't waste your time. And since their starting price are almost always more than the lowest price you can find I see no reason to shop at sears any longer. It is too bad since almost every appliance we have purchased since we were married 10 years ago has come from there.

I ordered a front loader washer/dryer (SAMSUNG) on Black Friday and was told it is out of stock. I can't get anyone on the phone and I've left multiple messages. They offered me a GE or Frigidaire, a much worse and less popular model. I don't want the replacment. This is clearly a BAIT and SWITCH. They took our money, made their sales sheets look good for the end of the year, and now are leaving us all hanging. I think we should take this to the MEDIA. To top it all off, the ignorant, uneducated manager hung up on me when I told him that it was a bait/switch. He said he is tired of dealing with this issue...oh he's tired? I want the darn set I paid for!

Who's in with me?

Completely frustrated.

I purchased a Kenmore refridgerator from the bottom listed store, in Feb of 2017. I have only had the appliance for less than 6 months. I went out of town for two days, and arrived back home on 7-6-06, to find that my refridgerator had caught on fire!

I called the store where I purchased and was told that I would need to contact [protected] which I immediately done. I explained the situation to the lady on the other end of the phone, and also explained the the appliance was still under warranty, and that it needed to be replaced. I was told by the lady that she would have a service tech come to my home either on Friday or Saturday. I waited all day Friday and no one showed, I waited until 2:30 p.m. on Saturday and still no one showed. I called back the 1-800 number, and was told that they do not have service people working on Saturday, and that I had an appointment set up for Monday. This had now been 3 days since I discoverd that my appliance had caught on fire. Of course I had lost all of the food that was stored in it, because of the damage and the smoke that had filled up both sides. I was very angry.

On Monday a service tech, called and told me that he was going to lunch, and that he would be at my home after that, he arrived at approximately 1:30 that afternoon, looked at the refridgerator, said yep, bad component, and proceeded to make the necessary calls. He could not reach his supervisor, so he called the store where I had purchased the appliance, and spoke with Phillip. Phillip told the service tech, that he would be talking to his supervisor and then give me a call. I waited until 4 pm, he had not called so I called him, he was at lunch. I asked how long he would be there and was told that he would be there until 6pm. I took the pictures of my burnt appliance and drove 25 miles to the store,
and spoke with Phillip, and gave him the pictures of the appliance, and explained how upset that I was, that I had been without my refridgerator for now 5 days. He said that he would get with his supervisor first thing in the morning, and that I should have my refridgerator the same day.

Well at 11:30 this morning Phillip called me and told me that his superivisor had not come in yet, and that as soon as he did, he would be getting everything lined up and he would call be back. At 3:00 he had not called me back so I called him again. I was told that it had been a crazy day, and that he had finally got with his supervisor, and they had to contact the District manager over service, and that he needed the return code from my receipt where I purchased the appliance. I was getting ready to ask when could I expect delivery and he hung up on me. I called back, and he was with a customer, he called me back a few minutes later and said that I should expect delivery tomorrow.

I have been without my appliance now for seven days. I think that this is totally ridiculous. I can't even keep a gallon of milk if I wanted to and with four children in the house whom I have to take out to eat, and that can only happen in the evening, because I have to sit and wait for empty promises, I am more than a little angry.

I will not purchase anything from Sears, not even a pair of shoes. This is extremely poor customer service, and it goes to show that no one really cares about the needs of anyone.

Sincerely,
Pamela
Axton, VA 24054

Store details:

Sears
325 Piedmont Dr.
Danville, VA 24540