Sears review: Replacement parts 479

Sears calls constantly to renew service contracts. However, they promise the world and rarely live up to any of the promises.

I have had poor experiences of late. Years ago Sears was reputable, that is NO LONGER TRUE. Service has become a nightmare.

1. Last year a hot water heater stopped working. I called for service. They kept me waiting some 7-10 days. It was mid winter and freezing. No hot water for that period of time. No provisions are made for emergencies at Sears. They simply do not care.

2. Now I have a washing machine that has had 4 service calls this year. The machine still does NOT work. I have had to leave work to meet service men. I have recently waited two weeks for service on Saturday because it is ridiculous to keep leaving work for the same repair. Still the machine does not work. No supervisor is EVER around no matter when I call, after work, weekends, never. The service man wants to look for parts now and says perhaps in 10 days. 10 more days? I had just waited two weeks without service to say nothing of the fact that this was two more weeks after having had failures during the year also without service. I could easily have purchased a new machine and had it delivered locally within a day or two. Sears keeps you waiting endless and their telephone system is frustration, their people do not want to hear about problems and only want to sell. They fail in every manner. I tried email. They respond by saying wait 6 days or so. It is ridiculous to be without working equipment for these periods of time when contracts were paid for. Their lemon law statement on the phone doesn't match what happens when you need replacement. They never tell you they will frustrate you to the nines and keep you without service for long periods of time.

Be forewarned, when you think you need help you will be on HOLD.

Sears has become a nightmare to deal with. They take your money but care nothing about treating people with respect and honoring their commitments TIMELY SO AS TO make their service contracts worthwhile.

Don't waste your 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...

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.

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

On Thursday July 6, 2017, my freezer was not freezing any more. Friday Morning at 6:00 am I called the 24 hour 1 800 4 my home number, to arrange for service. They told me the soonest they could get someone out to look at it would me on Monday July 10, 2017. I kept the appointment, however in the mean time I called for same day service. An independent repairman came out and diagnosed the problem. He said he would fix it, but it was still under warranty and the cost would be $600-$700. Thank god there are still a few honest people out there. So I decided to wait until Monday

On Monday July 10, the technician came out and diagnosed the same problem as the first technician did. Sears repairmen do not carry parts on their trucks, therefore he had to order the part and we scheduled another appointment for July 12th from 8-12. The compressor part never came in on time, they never told me, and they cancelled the technician's appointment and also failed to tell me that as well.

I made several calls on Tuesday to confirm the appointment and track the part on order. There was nothing but confusion between the parts department and customer scheduling department. The lady in parts department told me the part would be delivered on the 12th but unsure of what time. I asked what I should do with my current appointment. She replied, " I really don't know what to tell you". She told me to call in the morning at 8:00am to find out the status. So I kept the appointment in hopes it would all work out.

Well, at 8:00am the next lady "Rena" from the parts department informed me that the compressor part was on the truck that day for delivery. Sears new the part would not be there in time and cancelled the technician's appointment without telling me. Another appointment was rescheduled for Thursday July 13th. In the mean time I have lost wages waiting for them to service my refrigerator/freezer.

Now mind you, it is summer and I have been without a refrigerator and freezer for 7 days. I have been storing food in a cooler for a week, had to through food away to avoid eating spoiled food as well.

Sears has the worst customer service. They are not concerned about providing quality service to there customers, just making money. This is poor customer service when they expect someone to take off work multiple days while they take days to diagnose the problem, ship parts from a central warehouse, then wait to install the part. I live in a major city, Milwaukee, were this part was readily available to other technicians, but not Sears own technicians. They obviously have very low standards when it comes to providing customer service, while yet most independents can complete the same job the same day of service. Based on those facts it is quite apparent that they do not value their customers business, only the mighty dollar. The service they try to provide is a disgrace to the consumer. I would never recommend a sears product based on their poor quality in what they call customer service.

Buyer beware if you purchase a Sears or Kenmore product, the service you will receive will be suboptimal. After speaking with fellow Sears customers they have experienced similar situations.

Shame on Sears!

We purchased a carrier heating and cooling outside unit from Sears in June 2017, they took out our old unit and attempt to install a new one and they didn't installed the new unit correctly. The new unit that Sears installed at our home hasn't never work properly. We have been trying for 1 1/2 year to get them to come back and correct their problems. Our new unit isn't cooling or heating properly. Every time we try to contact them we get the Run-Around, we will have these technicians coming out to fix it but they have yet to fix our unit.

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!

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.

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?

I took a day off of work to get a delivery of a refrigerator on the evening of Thursday November 30th. I was sent a deficient product. I noticed on Saturday that my food had all spoiled and dripped that previous evening all over my carpet and kitchen floor. I lost about 2 hundred dollars worth of groceries. The refrigerator they sent me was broken and never blew cold air. I called customer service and was transfered many times. From appliances to delivery to maintenance all saying that they weren't the ones that were to help me. They continued pointing fingers at each other and no one taking responsibility. I even had people telling me that maybe I didn't know how to put the temperature on the fridge and in one case I was questioned accusingly as to why I waited so long. I got disconnected or hung up on twice. I was so furious I drove down to the sears and demanded to speak to someone in person about what was going to be done. I had one manager (leroy I belive) tell me he was going home in five minutes and could not help me. I waited 10 minutes for someone else to help and the options given to me was to wait 3 weeks for another fridge to come in or to get a repair man to come out and fix it my brand new fridge. I called maintenance and they told me I had to wait a week for the next available person. I was furious. I was sent a bad product and now I had to wait a week for someone to fix a brand new product that I had paid for. I asked to speak to a supervisor in which the woman Katrina whom I was speaking to transferred me to MORGAN. He was very antagonistic from the beginning, refused to give me his full name and told me they're was absolutely nothing he could do for me. That I was screwed with my food lost, they would not reimburse me, that I was screwed cleaning up the mess, and that I had to wait a week before my fridge would be fixed. When I hung up I asked managers at the store to give me a number to call to complain about the lack of service I was being given in which he replied "Its a country wide cooperation, they're is no one for you to complain too." When I said I was going to get a lawyer was when I was offered a tiny loner fridge that probably fits about a gallon of milk and cold cutts until the repair man would come out.

I took a day off of work to get a delivery of a refrigerator on the evening of Thursday November 30th. I was sent a deficient product. I noticed on Saturday that my food had all spoiled and dripped that previous evening all over my carpet and kitchen floor. I lost about 2 hundred dollars worth of groceries. The refrigerator they sent me was broken and never blew cold air. I called customer service and was transfered many times. From appliances to delivery to maintenance all saying that they weren't the ones that were to help me. They continued pointing fingers at each other and no one taking responsibility. I even had people telling me that maybe I didn't know how to put the temperature on the fridge and in one case I was questioned accusingly as to why I waited so long. I got disconnected or hung up on twice. I was so furious I drove down to the sears and demanded to speak to someone in person about what was going to be done. I had one manager (leroy I belive) tell me he was going home in five minutes and could not help me. I waited 10 minutes for someone else to help and the options given to me was to wait 3 weeks for another fridge to come in or to get a repair man to come out and fix it my brand new fridge. I called maintenance and they told me I had to wait a week for the next available person. I was furious. I was sent a bad product and now I had to wait a week for someone to fix a brand new product that I had paid for. I asked to speak to a supervisor in which the woman Katrina whom I was speaking to transferred me to MORGAN. He was very antagonistic from the beginning, refused to give me his full name and told me they're was absolutely nothing he could do for me. That I was screwed with my food lost, they would not reimburse me, that I was screwed cleaning up the mess, and that I had to wait a week before my fridge would be fixed. When I hung up I asked managers at the store to give me a number to call to complain about the lack of service I was being given in which he replied "Its a country wide cooperation, they're is no one for you to complain too." When I said I was going to get a lawyer was when I was offered a tiny loner fridge that probably fits about a gallon of milk and cold cutts until the repair man would come out.

I should of read these complaints last month. Lucky for me I can cancel my order. Picked out three major appliances and asked for discount. Salesmen says NO WAY. But in next days paper ad says get 10% off when you buy two or more items. Returned to get my discount, salesmen says NO WAY. Delivery started out on 5th of feb. Called at last minute and said couldn't make it due to the weather. Called today and said couldn't find a driver. So tonight I'm calling my salesmen and cancelling my order.

I have always made my major appliance, and home entertainment purchases through sears, and will admit I have always been happy with what I bought. I think what got to me was last year in October we bought a brand new frig through sears, had them deliver and set up the unit. Two weeks later, we came home from work, found the frig had stopped running and everything in side was bad. Sears did quickly refer us to a local service outfit and he quickly responded to the house to tell us that our compressor had gone bad. When I talked to sears again, because of my concern of buying a brand new frig and the compressor failing so soon I felt I was getting an attitude from the customer service rep on the line. Basically I wasn’t angry about the failure but concerned of buying a unit that could be a lemon. I think with any company that sells hundreds of appliances a year to customers all over, the least they can do is have a customer rep that is willing to explain polices and service needs to people, instead of being short, and offer no explanations to questions. I’m sure that I am like a lot of people out there, if you spend $800.00 dollars on a product and it fails in the first month you would be naturally concerned, and want to ensure your being taken care of. I didn’t feel it from the customer rep. Unfortunately for my next major appliance purchase I will widen my search and check other competitors. Maybe their customer service reps will be just a tad bit more friendly, and possibly explain them selves and company policies better.

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.

To whom it may concern:

I'd like to file a complaint about Sears delivery. On Saturday I had a mattress and box spring delivered to my home. The delivery drivers showed up 2 hours earlier than scheduled. I wasn't home but thankfully my 15-year-old nephew was.

When they came in, my nephew called me to tell me that they refused to bring the box spring upstairs stating that it wouldn't fit. I got on the phone with your very RUDE delivery driver. I told him that they were two hours early to which he replied... "Ya, its Saturday". I'm not quite sure what that is supposed to mean to a customer that is expecting a delivery service between 2:30-4:30 as told when they show up at 12:30.

He insisted they couldn't get the box spring up the stairs. I informed him that there already was a queen sized box spring up the stairs and I wasn't sure why he couldn't fit it up there. I reminded him that I paid a thousand dollars for the set and also paid for delivery. Therefore, my product should be delivered as promised. I was in mid sentence when he rolled his eyes at the other delivery driver (according to my nephew) and then handed the phone back to my nephew.

They left the box spring AND MATTRESS in the middle of my living room with my 15-year-old nephew. When I came home I saw why they stopped trying to get the box spring up the stairs. They put a large deep scrape on my wall and broke the floorboard on the way upstairs. My nephew informed me that they tried to get it up the stairs for maybe 3 or 4 minutes. I’m guessing they stopped when they noticed the damage they had done. I took pictures of the damage.

My 15-year-old nephew and I got the mattress and box spring up to my room ourselves in less than 10 minutes. I just purchased a new home and normally shop at Sears quite frequently. After this experience, I don't know that I ever will again. The treatment and unprofessional behavior of this man was appalling.

It is especially upsetting when I think about how much business I have given your organization over the years. I don't know that I will ever purchase anything from Sears again after this experience.

I attempted to send this several times through your site but every time I pressed send, your site bumped me off.

I would appreciate some attention to this matter.

Thank you,
Kelley White

RE: Craftsman Self Propelled Lawn Mower $286.50
Purchased April 20, 2017
Customer: Roger F. Soberg

The Craftsman mower's (used only 4 cuts) spark plug wire disconnects during use. Today, May 14, 2017, Mr. Soberg has made 7 calls trying to get satisfaction for repair or replacement. No satisfaction. Sears claims to stand by products sold. This is a false claim. Mr. Soberg was given the ROYAL run around from one voice mail to another department. Sears is the leader in company disorganization. The mower will be returned to the White Marsh Maryland store with no intentions of future purchases. This is the second time he has experienced purchase dissatisfaction - shop vac motor burned up. Mr. Soberg has been a faithful customer of Sears for years. No more. So what is your company going to do to resolve this problem?

Sears Is Running A Scam.

Being a Sears customer for many years, after having a service repair tech come to my home to tell me I needed a part when I didn't for my washing machine. Then to tell me the part was unavailable. I called the parts dept. And they told me it was available so I ordered it. Then when I called on the day the part was due to arrive to find out it was not being shipped. I became furious. After reviewing my how-to-do manuals and found out the belt had come off. I told them I want my credit card credited for both the part and the unqualified technician. If that doesn't happen I will be taking Sears to court. We can't just allow this company who used to be very good with handling their customers and making sure they are satisfied just take out money. They have taken the attitude that they don't give a damn. So anyone after reading the comments posted continuing to buy their appliances are the ones that are crazy. When someone treats me with disrespect I refuse to continue to do business with them. There are other stores out there selling the same products that Sears does. My advice to all of you is STOP BUYING THEIR SH-T and see how fast they will go out of business. Find other people to repair the products you now have in your home. There are plenty of other companies out there. When their big ticket items don't sell and you don't call their service department, they will without a doubt wish that they should have continued to operate in the ways of the years past. You can show people better than you can tell them. You have to learn how to change with the times. Yes, Sears used to have very good appliances and great customer service. The day has come when they no longer think they need you to continue to operate. They are running the same kind of scam they ran years ago with their automotive shops in California. They told customers they needed service and parts on their cars that they didn't need. This was the what caused them a lot of business. They no longer have the customers visiting their car service shops. In fact if you ever go by one, look in and see for yourself. We can boycott them and run them out of business which is what we should all do. I will not be spending my money at Sears again. I've learned my lesson, its time to shop elsewhere.

I have a 5 moth old frontload washer that would not drain the water nor spin, I bought the Sears Insurance Policy. I called them to come over and fx it, the told me it would take 2 weeks before they come and take a look at it! I argued with the representative that two weeks is to long for me not to have my washer. He said there was nothing he can do, I then told them to let me speak to the manager, he said there was no one else I can speak to. NO ONE ELSE TO SPEAK to? There is always a Manager or Supervisor I can speak to, he apologized and said again " no one else to speak to but him." SO NOW I have to wait two weeks for them to come see my Washer!

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 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 took 10 days to get a scheduled service appointment. I was given a 4 hour window, when technician was to arrive. Technician never came though I missed work to wait. I phoned 45 minutes before the 4 hours was up and I was told he would still be coming. When they finally told me at 6pm that the technician would not be coming, they said I would have to reschedule but would have to go to the bottom of the list and wait an additional 10 days.I contacted their executive offices to complain. They contacted me the following day and told me that it would now be 12 more days before I could get another appointment. Their big concession was to put me on their wait list, which I had also been on the previous 10 days while holding an appointment, though I never got a call. I e-mailed the CEO, in addition to having spoken to customer service with no remedy except that stated above. Sears customer service is deplorable. Apparently, the Sears corporation has gotten too big to care about treating their customers fairly and showed me complete disregard. Upper management made no attempt to right the wrong. In fact, when I asked to speak with a supervisor, my requests were denied and I was told "they would tell me the same thing." If you are considering future repairs and customer service when buying from Sears, I would definitely recommend you shop elsewhere.

I understand perfectly what you went through. I have been going through the same thing myself, with estimate/installation of a heat pump and a range/range hood delivery.

This has been going on for over 2 months now. I FINALLY met with a sales rep about the heat pump after 3 failed attempts. The first was a no-show. The second, "They were at the house"; I was at the house and they definitely WERE NOT. The third was a date I had not arranged. The fourth time we actually met. Installation is scheduled for 2 days from now. We shall see. I will definitely make note of the heat pump that I bought and make sure that is what they are installing; not something inferior (from what I've read on other complaint sites, this is not uncommon).

The range/range hood I had purchased over 2 months ago. The first delivery date came and went, no range. The second, as I was driving to the house where this was to be delivered (4 hour drive from where I live), I was called by the delivery man who informed me that he could not deliver it because the range glass had cracked. I told him I would reschedule with Sears the following Monday.

I never got the chance to call. Sears called me Monday morning at 6:45 a.m.! They told me that the range was being delivered that day. I informed them that I had not scheduled delivery for this day and (once again) that I was 4 hours away and that there was no possible way I could make it there that day and rescheduled the delivery for the "earliest possible delivery date"... 1 1/2 weeks later, a Thursday.

I rescheduled the installation of the heat pump to coincide with delivery of the range, both for this Thursday.

Tonight, Tuesday night, Sears called to confirm delivery of the range for tomorrow, WEDNESDAY! I couldn't believe it. I told them it HAD to be Thursday because of the installation of the heat pump that day, that I was 4 hours away, and that it has been scheduled for Thursday one and one half weeks ago. I was told that they do not deliver to that area on Thursdays... only Wednesdays and Fridays.

I cancelled my order for the range/range hood. I've had it with Sears. They had BETTER reimburse me!

Once again, Sears lied. Sears does not care about customers one iota! They ONLY care about the customers' money. I am filing a complaint with the BBB tomorrow morning. If the heat pump is not installed on Thursday, to my satisfaction, I will be hiring an attorney for compensation of Sears' gross ineptitude.

Isn't it a shame that we can't put up billboards all across the country alerting everyone to Sears' incompetence, ineptitude and inconsideration?

i read in there somewere that in a period of 4 years u state you bought not 1 but 2 washing machines not 1 but 2 dryers and not 1 but 2 refers? hahahahahaah what the heck was your first clue never to shop at sears again the mere fact u bought 6 appliances in a 4 year period or the fact that most appliances should last a min of 5 yrs and thats min! before replacement now even if you remodeled or somthing you would think u learned your lesson the first 6 appliances huh? oooo wait u didnt mention any problems with those purchases did ya hahaah i call bs on this one too i have no dought you were hung up on even no dought they were tired of talking to you down there at good ole sears service center ! this range was purchased at a freaking outlet center you let a sales guy on commission tell you it was never used thats like going to the used car dealer and them telling you awwwww its only got a few miles on it !

bottom line read your warrenty refund policy etc before u buy

contact a member of there loss prevention staff ... basically the store security. all auto center service area's are 100% monitored by CCTV they can investigate if and who jacked your stuff and if you find out someone at the store did then call the police *(: quite frankly you should have called as soon as you noticed and the police would have contacted the store loss prevention officers they all pretty much know each other in the respective cities as they work togather alot with shoplifters and its been my experiance that all retail stores LP staff are pretty damn efficiant

I have received several coupons in the mail/newspaper ads toward a certain purchase. When I go to the store to redeem them, cashier says that they are not good at this store (in our area) - but coupon says nothing of the sort. I believe they just want to get people into their stores to shop - once we find items we want - we are going to purchase them if our coupon is valid or not. This is not right!

We have been trying to get our dish washer repaired by Sears for the last couple of months. The Master Protection Plan for a year will not mean much if you get an appointment that is too far dated. The problem started in the third week of August 2017. We got an appointment after two weeks. Well, that was just the beginning. He ordered new parts and asked us to wait for a few more weeks to get the parts. After three weeks, we got the parts and scheduled an appointment that sears could not keep. I took a day off for the technician who was supposed come anywhere between 8AM and 5PM. I haven't seen other companies giving a time-window like this. They think their time is so valuable and ours is not. Late in the afternoon, got a call from the routhing department that the technician cannot make it. The rep said she will give me a date sooner, but that turned out to be another unkept promise.

Finally, we got the appointment in third week of October. Unfortunately, we missed that date. We paid the price for that, may be a little too much. The next date we got was mid November, again another 8-5pm window. Okay, we thought it was our mistake, let us not complain about it.

Then that November date came. My wife had to be away from home for 30 minutes in the after noon. considering what had happened earlier she decided to be pro-active. She called the customer service at about 9:00 am and told that no one will be available between 3:00 and 3:30. They said they will pass it on to the routing department. You guessed it, the technician called at 2:50 and said he will be coming at 3:00. She told the situation to the technician and asked him to come back after 3:30. She came back home at 3:25 to see the note from the technician that there was no one home. I checked with Sears again they said as per their note, the technician came home at 3:40 and there was no one home. Either the technician was lying or the rep! They just don't accept the fact that it was their mistake. The next date I got was December 13th. They are a bunch of ____ who just don't care about us. Well, I was given another number to report any complaints. But, it did not make any difference. When I told about the long wait, the 'customer care rep's aid problems with dish washer take a back seat compared to issues with oven and refrigerator. She said dishwasher may not get the immediate attention. That is a good point and I agreed to it but when I asked her when the problem with it prolongs for something like 2-3 months, don't you think it should get the attention sooner and it cannot take a back seat for ever, she immediately agreed to that but that did not make any difference.

The water is held up the dishwasher and it is nasty. You can see the picture for yourself.

I am fed up with this. Even if the technician comes on Dec 13th, I don't think he/she will be able to fix it right away. Typically they will have to order the parts and then wait for a few weeks to arrive and then fix it. It is not worth taking their 'Master Protection Plan'. If you don't get the service in time then what is the point! I am going to buy another dish washer from Home Depot and going to live happily ever after. The Sears customer service is so poor, well, may be there is no such thing as 'sears customer service'. I am going to stop doing business with Sears. I will cancel the credit card and also cancel the so called Master Protection Plan that literally protects nothing. Good Bye SEARS...

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.

Update on my previous post. As of today, i was told by Sears, I know will not receive my refund until 12/28/20o07, thus ruining Christmas for my niece. All I get is your right, we understand we apologize, but we have to follow procedures. They say I shouldn't have been given a definite date, because they never know how long it will take to refund something. Sears hasn't even contacted the vendor to get the credit for themselves, without the credit I can't get my refund. They take your money quick enough, but could care less about refunding your money in a timely manner. Apparently the vendor is more important then the customer, because they are relying on a vendor, who could care less, and probably doesn't even have this computer then keeping the customer happy.

Sears motto for Christmas, making a wish come true, right, they just dashed the Christmas wish of a 15 year old.

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.

Purchased two appliances on 1/1/2017 from Sears. Ad for Sears claims rebate to include both 15% discount and free delivery and haul away. Sears rebate on line did not provide rebate as per ad. Through a phone call to the Sears rebate center I learned that Sears will not provide a rabte as per their mailing and website. Rebate program 70726 specifically states a customer must choose ONE rebate, 15% OR Free Delivery OR $35 cash back on installation. At time of sale, store clerk promised rebate as advertised would apply. Sears has a help ticket in and the resolution is that the Sears sales people verbally promised to help me fight for my rebate and invited me to come to the store after I accept receipt of the appliances. Knowing that the rebat form in writing conflicts with the advertisement, I am deciding to not receive the appliances to avoid a costly legal battle, a cost that would exceed the rebate value of ~$150 for delivery and installation.

I strongly caution everyone to make get the details to their rebate in writing and follow the written word. Do not listen to verbal promises as written word overrides verbal promises in most cases.
PS Range and dishwasher were purchased on 1/1/2017

Citicorp calls uo to 5 times a day or at least 20 + times a week. They handle the Sears accounts. When I don't answer, my voice mail picks up noise in the background and they never leave any messages. The one time that I did talk with them regarding late payments and had explained to them about a loss of income for the reasoning they insisted that in order to stop the constant calls I would have to give them a check routing number. I refused to do this because the last company I did it for never sent me any statements and never took the money on the dates that they had specified plus, the amount owed was only getting larger.

I explained to the women, that I was faithfully going to the Sears store and paying $20 every week faithfully even when I really couldn't afford it. Citicorp much rather I pay as little as $17.00 a month for the next 6months which makes no sense. Little do they realize that their constant calls are breaking a federal Law.

I bought the kenmore elite Oasis HE washing machine in december 07, it is now march 08, i also purchased the extended warranty. I have the matching dryer, a kenmore dish washer, microwave, oven/stove and have never had issue with their products, until NOW. I am again waiting on the repair man to come. My machine rolls the clothes into a ball and spits the water onto the floor, i keep getting the "washer is taking too long to drain" signal of ld on the machine. This is my second time to call a service man. It also makes a god awful racket in the pump you can hear buttons that have been sucked thru these HUGE slits under the adjatator thingy, the last repair man showed me these slits and said id have to clear the pump/under basket myself. It was 3:00 on a saturday and he clearly was not interested in fixing the machine. when i called the customer service yesterday the man actually told me id have to put smaller items in a laundry bag. I said a laundry bag is about the size of a pillow case right? He said yes ma'am. I said that is really funny cuz an entire pillow case was sucked into those slots a week ago. a lot of um um um ma'am we'll send someone to look at it on march 17 08. Do NOT buy this machine, it cost me 1200.00 and it is a total piece of crap, bad design with those slots t0 drain water under the plastic adjatator, very very bad design they are 1 inch wide and about 3 inches long, lots of room to get things sucked thru.

My air conditioning went kaput around Aug. of 2017. Did some research, ended up calling sears for an estimate for a new air conditioning system. Salesman came over, gave me pricing, etc. So I went with them. A few days later it was installed. However a new platform for the unit was not installed, they used the old one. Basically I paid for something I didn't get. I called the salesman and manager and was promised a credit. Didn't happen. Called again, promised a credit... didn't happen. Now when I call I get no answer. NICE SEARS!

We have had a very bad expierence with the Great Indoors regarding a Kenmore Elite refrigerator. I have been writing to everywhere possible to get the word out on their poor customer service. We have had this refrig since 2017 and have had 5 or 6 service calls for something going wrong. Sears will not stand behind the Kenmore. Their warranty dept, service..no one will work out a reasonable solution. We have requested a replacement ..upgraded..and we will pay the difference..they say too bad..we don't have the 'right' kind of warranty. They will just keep fixing it. Lost food 3 times..afraid to leave this lemon for any period of time cause it will probably break again..and again...we are terribly discusted with the whole Sears/Kmart/Great Indoors and all their excuses

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.

Ordered lawn mower - when arrived and was loading up, requesting warranty and registration book. Advised did not have - would print off web site. Not new - used- When we advised Martinsville store we wanted original paper work - Their question to us was "What is it you do not understand about operating a lawn mower." Terrible customer service. Unloading lawn mower.

The Stove that Sears Could Not Deliver

If you have time, read this to see why I don't think you should buy an appliance from Sears. I sent this tale to the Consumer Protection Agency.

Feb. 12, 2017
Purchased new GE electric convection range, price $899.99. Salesman arranged for delivery on Feb. 20, 2017.

Feb. 20
Sears delivers the wrong unit to our home. It goes undiscovered until I arrive home and realizes it's not the unit purchased. Not even a convection range. My wife did not realize it wasn't a convection oven.

Feb. 21
Multiple phone calls to Sears to try to rectify situation. Over 1 hour-15 minutes spent on phone to Indiana and who knows where else. Unable to connect to local store. I have since learned you can repeatedly punch "O" & you'll be connected.

Feb. 22
Morning phone call to Sears. 15 minutes on phone. NO satisfaction. Operators seem unable to fathom how to deal with problem.

Feb. 23
I drive to local Sears store. Helpful appliance salesman named Mike phones Sears "Headquarters" for me. I leave 2 phone numbers where I may be reached. Mike assures me I will be contacted within 5 minutes, so I leave store and wait for call. NO CALL EVER COMES.

Feb. 24
My wife receives a phone call at home from an automated Sears service asking questions about whether or not our delivery was satisfactory. In the "comment" portion of the call, she explains we have the wrong stove. Still NO response from Sears.

Feb. 24
I will go to the Sears store one last time and ask for the manager. If I get no satisfaction today, my next stop will be consumer protection agencies and the State Attorney General.
(Didn't do that, guess I'm an optimist.)

About Feb. 27
Sears calls to schedule delivery of correct range for March 24th.

About March 22
Sears calls to say the range was damaged in the truck so they won't be delivering.

About March 26
Sears calls to say the correct unit will finally be delivered on April 13.

(Multiple computer voiced calls from Sears in the meantime, confirming our name, street address and announcing that our window of delivery will be between (silence) and (silence), so be sure that someone over 18 is there to take delivery.)

April 13
Finally, delivery day. I go out to the truck to confirm that they brought the right range...and it's NOT. They brought a GE white convection oven with a white top. I bought one with a black top. Delivery man is very helpful, calls a lady who will reschedule one more time. The nice lady is trying to look up the number of the unit, but can't find it, and doesn't know what to do. I finally say, "You know what? I just give up. I give up. Come and get the incorrect range out of my house and I will buy a range from a local independent dealer. " She says OK. Then she says she'll send a $50 gift certificate as an apology. All this takes about another 45 minutes on the phone. By the way, she doesn't know what a convection oven is and keeps calling it a "convention oven". (No biggie there.)

About an hour later...
A sales guy named Ryan calls from the local Sears store. I'm out grocery shopping, so he asks me to call back. I call the local number, spend an extra 15 minutes with computer prompts that can't understand me-I say "Appliances"...voice says "OK..you said Children's Apparel". This happens twice. Then I get a guy in Indiana who apologizes again, says to try once more. I try and get the same routine so I push "0" about 9 times. A guy answers, but Ryan is busy.

Ryan calls right back. He says there's no such thing as a GE Electric Convection oven in white with a black top. (That is what I paid for.) I try to explain, but he can't get off the phone fast enough. He does assure me that when the stove (range) is picked up, the warehouse will see that my Sears MasterCharge is credited.

Later that night, the delivery company calls. The man says he can't believe Sears can't figure this out. I say I'm so frustrated that they ought to tell me the one in our home now-(non-convection)-is ours free if we want it. But, I'm dreaming.

Yesterday, April 12th, was the two month anniversary of this mess. The best Sears could do was to promise me a $50 gift certificate-(to Sears, oh boy)-which may or may not come.-(I'll be sure to spend that whopping $50 at Sears on something that does NOT require delivery!)-

I got these warm, fuzzy feelings about Sears because of "Extreme Home Makeover", but they're gone now. I'm through.

Some how, sears Kenmore service is claiming we ordered the wrong water heater for $410 model 33956. How am I to know? Sears should be the expert, all I was asked was height and diameter, then the order was placed and my card was charged. Then the service guy came home and told me it was the wrong water heater model. The correct model should have been for 33205 power vent water heater $710. Apparently, there is a difference, some thing related to the venting coming out to the side. We had to pay $45 for today’s (April 21, 2017) trip and there will be two charges on the credit card, along with two receipts of purchases issues over standard mail. We need to check that the proper credit is applied on the card. There is also an extra charge for $75 replacement for the water valve on top which will be paid during the installation time. So, we are waiting for a call from sears to re-schedule the appointment. If they can get to it, it will be tomorrow April 22, 2017.

My question is why I should pay for $45 trip charge. When the sales person did not do HIS job. I asked, is there anything else needed? Any other information? How do we ensure it is the correct heater? Person said: "no worries I got you covered".

On 3/29/08 we received an email notice from Sears of a limited online VIP sale. It had online only specials which started Sunday at 6PM. Since we were in the market for a new refrigerator we attempted to purchase one online using this sale. We tried over and over to get the sale to go through on a 22.4 cu. ft. Trio French Door Bottom Freezer Refrigerator. Our order summary came through showing this was $988.10 with $65.00 for delivery. This was also supposed to be 12 months no interest on our Sears card. When we attempted the checkout, we couldn't get past the delivery address page. So I called their customer service. They weren't able to get the sale to go through either! The young woman put me on hold to speak to her team. When she returned she said no one could figure it out; but, they'd called a supervisor at home who would be in in two days and she would complete the sale for us. I should call back then and ask for the supervisor. When I did so I was told in no uncertain terms that they had absolutely no idea what I was talking about! So I sent a complaint to Sears via email. The big information they returned was that Sears doesn't deliver to the address provided! No one could tell me this Sunday night?! So, just get in touch with one of our stores - which of course wouldn't honor the sales deal since it was past the date! So, I contacted them via email AGAIN specifically asking why neither the computer program NOR their customer service people could tell me that was the problem! All I got back was Thanks for the feedback and it will help them improve their service. I can't get anyone to honor the terms of the sales event and get this refrigerator! It's like they don't care that I wanted to buy a $1, 000 refrigerator from their business. I believe they should have contacted me ASAP with information in writing to allow me to complete the same purchase and pick up the refrigerator at the store. But I can't get anyone to even answer that part of my complaint. I hope this reaches the right ears. I was going to contact the company president then found out they can't get anyone to take the job! I wonder why!

Did you know that Sears charges a 20% restocking charge if you return an unopened item? I bought some vacuum cleaner bags from Sears in Rexdale, Toronto and it turned to be the wrong ones so I went to return them unopened and they charged me a 20% restocking charge. Walmart and Home Depot don't do this. I'll never shop at Sears again. I bought a new vacuum cleaner from Home Depot instead of going back to Sears.