Sears
Reviews and Complaints

I ordered a riding lawnmower and accessories on line from Sears to the tune of $2200. Got the order confirmation, and an e-mail saying I would be contacted to set up delivery. Several days go by and I don't hear anything so I log back in and it shows my order canceled.

I call customer service and they say yes, it was canceled but they don't know why. Account services say my credit card was good but no reason is given for the cancellation. They make no attempt to figure it out or make it good.

I send an e-mail to Sears alerting them that there process is broken. I get a reply saying they looked into it and don't know why it was canceled, but if I would call account services they would look into it. I replied that if they couldn't get the answer, I'm sure I couldn't. Bought a John Deere and had a much better experience and got a better mower.

What a bunch of ###s. No wonder Sears is going down the tubes.

Sears Portrait Studio

Garden City, NY

Re: Sears Portrait Needs to Understand Cultural Customs (Order # )

It was our first portrait experience with Sears. My family had a very good photo session with Keira. Compared to The Picture People, where we usually go, our photo shoot at Sears was relaxing. Keira made sure we liked all of the poses. She also helped us choose the poses and number of each print in our order. We spent some time with our order, but we felt unrushed and appreciated Keira's input.

However, when we picked up our order, the Sears Portrait sales representative, April, showed us 4 more poses that was not part of our order. She showed us a sepia toned 8=94x10=94, a black and white 8=94x10=94, etc. We were confused: we spent time selecting the poses and number of prints we wanted. Why was April showing us more?

April told us it was to show us the different effects that Sears Portrait offers. It was to show us more possibilities. However, Keira

had already showed us the different printing effects when we placed our order. April said that she had no control over this printing feature; Sears Portrait had this automatic printing addition.

We felt infuriated. Is this some kind of guerilla marketing technique that Sears Portrait is using to get us to spend more money? We had already spent time with our order. Why were we being pushed to buy more?

In the U.S., where there are many different cultures, Sears Portrait needs to be sensitive with other customs. In the Chinese culture, images of people SHOULD NOT BE THROWN AWAY. There is a superstition that if people rip and throw away a person's image/photo, it does not bring good luck to that person.

We felt extremely violated that Sears Portrait produced photos WITHOUT OUR CONSENT, after we had already selected our order.

We spent $21 more. We felt extremely cheated. We felt forced to buy these 4 extra photos. Although our photo shoot experience was extremely good, and although we like the quality of our photos (i.e., lighting, color, resolution, composition), we will unfortunately never go back to Sears Portrait because of this guerilla marketing technique you have. It is not worth it.

Sincerely,
Julia Lee

I purchased Sears Replacement Windows in 1993 and was guarantee a lifetime warranty on warping, chipping, pealing and cracking and a 20 year warranty on loss of the insulated seal for as long as I owned my home. I called Sears talked with Rhonda and I requested that I needed someone to come and repair 4 windows and I had a warranty to cover this. She requested I fax her a copy of my warranty. I faxed a copy and received a call back from Rhonda on my answering machine stating that this warranty was just an estimate not a warranty. The two windows I needed repaired were warped and the other two the seals were broken. I bought these windows because of the lifetime warranty. The warranty specifically said that Sears will grant a lifetime warranty on these window not the window company. They will not honor my warranty and said my warranty was only good for a year. I had Sears come out and fix my windows in 1998 and was not charged for the repair. This was past the one year period and they should have the warranty I sent them on file. I am very upset with Sears and will no longer purchase anything from them. They do not stand by what they say, which makes them untrustworthy.
Mary Ash.

Bought a self-cleaning gas range model 665,72002 six years ago. It worked for about a year then the oven wouldn't light or it would display a power failure code (PF) after being on. The tech said it was a "known defect" and replaced the display panel free of charge. Seemed to be okay. Then I was cooking a roast one day-it preheated just fine. About 2 hrs. in I checked it and the oven was stone cold-no PF display this time-it said it was on and at the temp I had set it for. Over the past six years I have had Sears back to fix it several times. Each time they come up with a different diagnosis and replace or adjust something different and proclaim it fixed. Indeed, it will light 20 times in a row-until they leave! I called another local appliance repair company in my area and they said it could only be diagnosed by replacing parts until it was resolved-it's basically just a really poor design. We agreed that would be throwing good money after bad. The problem is intermittent. It can work and then not work for two days and then magically decide to work again. I can't entertain and rarely cook anything that has to be baked. I have endured rude treatment by Sears representatives and no-shows by techs who won't answer the calls and pages by the dispatchers and eat up my vacation leave from work. At one point I reluctantly bought an extended warranty because I knew it was a lemon and would require more repairs-although it felt like extortion. Sure enough, about a month later it did it again. I called and the guy on the phone acknowledged that he could see I had bought the warranty on that date but because it wasn't "showing up" on some field on his computer because it apparently hadn't been inputed correctly or completely yet, I would have to pay for the service call. I had to point out that regardless, the call would be free because their own policy states that if I call back within 90 days from the repair for the same problem, there is no charge. As there is no resolution in sight, I will be shopping for a new stove soon although I can't afford it. I really expected that my stove would last much longer that 18 months!

Purchased an item online and used my $120 Sears Rewards towards the purchase, leaving a balance of $5.00. The item I purchased NEVER arrived; Sears took my rewards pints for this item and did not reimburse me for $120 on my account. Was charged $125, then credited $120. That would be fine if I received my product. They just don't get the fact that this product would have been credited to my account anyway because I never received it; how on earth does this make sense? They took my $120 rewards points and I got nothing for it, not even a credit on my account. Forfeited my $120... canceled my card after 20+ years.

Four years ago we purchased a Samsung wide screen HD television from Sears in Gaithersburg, Maryland. Last year the color convergence went out making it impossible to adjust the color which had gone crazy. Since we purchased the TV from Sears, we called their Home Repair Center to have the problem repaired. After waiting a week for an appointment the technician arrived but didn't have the part to make the repair (even though they knew the problem before arriving and the part needed to fix it). The tech said he would have the part shipped and rescheduled the appointment for the following week. The following week a different tech came and said the first tech ordered the wrong part, and he would have to order a different part, which he did. Ten days later the original tech came and said the second tech didn't know what he doing and installed the original part he ordered.

A year later, the exact problem again occurred with the color convergence. Against my better judgment I called Sears again for the repair thinking that what happened the first time was just bad luck. I provided the Service Center with the make and model of my TV and the exact problem, even though they still had my records from the last year. On July 9th the technician arrived fully aware of what the problem was and what parts were needed to fix it. Of course he didn't have the parts on his truck needed to fix it, and once again had to order the part and have it shipped to my house. The part arrived on the 12th, but the earliest Sears could come back was July 16th. The night before I received a computer generated call from Sears confirming the service repair date for Monday the 16th. By 5PM the service tech didn't show up and nobody called. I was furious because I had arranged my work schedule so I would be close to the house and be available to let them in, not to mention I made separate arrangements for my kids to be picked up from day camp so I would be available for the tech. When I called the customer service line, of course they were apologetic, but couldn't offer an explanation why nobody showed up or didn't call. They customer service rep said I had been rescheduled for July 30th (without checking to see if I was even going to be around then). I complained that was ridicules to have to wait another two weeks. She said there was nothing they could do. Not happy I demanded to speak to someone else. I was switched to Sears's Recovery department. The woman was very nice, said she understood why I was so angry, and assured me they would fit me in sooner by putting me on their list for when people call to cancel an appointment. Well after waiting another week and not hearing I called again. The CS person again apologized and said they must not have any cancellations, and I would just have to wait until the 30th. I then said I would return the new part sitting at my house, and wanted all my money back. She said the 90 dollar service charge I paid was non refundable.

Is there anything else I can do?

Joe Mudano

I bought a set of new tires from a mail order company. I needed to have the tires mounted and balanced, so I took the vehicle to Sears Automotive. After I signed the paper work, I left and came back about 1.5 hours later to pick up my car. Before I left the packing lot, I inspected all the four tires and wheels to make sure they were installed properly. I discovered that all four of my alloy wheels are scratched all around the lug holes. Also the wheels were gouged in the inner edge of the rim. The pattern were uniform and about 2-3 inches long. In addition, there were several places where the paint was peeling off. I told one of the technician and took some pictures. The technician told me that he would notified the Manager to call me the next day, so I left. The next day, no phone call, I called the store again and was told that the Manager had just left. He promised me that the Manager will call me tomorrow.

Finally the next day the Manager (Jay) called and told me to bring my car there. He inspected the wheels and told me that their machine didn't cause the damages. He admitted that the scratches around the lug holes were caused by his technician as the marks were obvious that they were freshly done. He kept telling me that the damages could be caused by hitting the curb. I told him that I would have damage the tire wall first before it could damage the inner edge of the rim. In addition the pattern were uniform. How can you get a uniform pattern by hitting the curb? He was very argumentative and kept pointing out that their machine would not do such damages. I asked him, how about a human error? He said yes, human error is possible, but still did not want to admit. No apology whatsoever even though he admitted that the scratches around the lug holes were caused by his technician. He told me that all he could do was offering me a free oil change... ARE YOU KIDDING ME? These wheels are OEM 17 inches Mercedes Benz wheels that I purchased for $2000 a set a few years ago. I didn't ask him for a set of brand new wheels, but I asked him to have the wheels repaired.

To cut the story short, he was only willing to offer to waive half of the installation fee ($47) or sell me a set of new wheels "at cost." He showed me a set of 17" cheap wheels for $380. He said that he could sell them to me for $340. What a joke, Sears offers 10% discount on all items from time to time on many major holidays and on customer appreciation day,no coupon needed...certainly he was not selling at cost! This guy is like a car salesman from hell. I told him that I did not feel valued as a customer. He said that I did not even purchased the tires from them, so it did not matter. Obviously this guy is not a customer oriented person. I'm not sure why he can be a Manager at a major company such as Sears. By the way, this was my first experience with Sears auto center and certainly be the LAST! I told him that I didn't think his offer was fair and asked him what was the next step. He said that even if I filed a complaint to the corporate office, they would go to him and I didn't have a case because they would listen to him. SEARS needs to start listening to their customers rather than to their employees. As a customer, I feel "trapped" and don't have any choice but to take the lousy $47. This is the WORST customer experience ever. I will certainly spread the words around to all people I know so they won't make the same mistake I did. For those who read this post... STAY AWAY from Sears auto center especially the one in Clackamas, OR!

I walked into the Sears Outlet in Nashville with the hope of finding a refrigerator that would fit my very restrictive space in my home. Much to my delight at the time, I found the Kenmore Elite 22 cubic ft. fridge and it was one of the only ones of its kind anywhere in Nashville. Hooray! When I asked the obviously new employee about the warranty, he said it was the same one that people get when they purchase a brand new fridge, and that if I were to have any problem, it would be replaced with a new one from the normal Sears store.

It was a "dent & scratch" and it had a few scratches on it, but I could totally live with it. It cost $1199.00. We had to pay for a connector hose for the water line, paid for a shut-off valve upon installation, and paid $60 for delivery.

Four days later, as arranged, our fridge was delivered. The installers were the BEST part of the story - they handled it with care and were SO respectful and courteous. They set it all up and left, taking our old fridge away.

We moved all of our organic food, condiments, health products, etc. quickly into the fridge to avoid spoilage, as it took a while already for them to get set up. The next day, things tasted a little warm, but we didn't fully pay attention until the next day, when the milk was really warm. We put a thermometer inside the fridge and it read 60 degrees! After itemizing all of the food, etc. that we lost, it came to roughly $1000 worth of food and medicines, condiments, etc. that were no longer trusted - a great loss to us.

So we called the company (we had the basic warranty, not the upgraded 2 year extended one) and were told that we were going to have a service technician come out. When we asked when they said Tuesday (it was Friday). So we asked when. They said they didn't know and said that we could call on Monday after 8pm to see when they might come out. Monday evening we received an automated call that said that our repairman would be here between 9am and 6pm the next day. They came in the afternoon that next day, and I had to take time off of work (not a half day, but a whole day of loss based on the vague nature of the repairman's arrival time). This was nearly a week after we had purchased and lost all of our food. We were eating out for almost every meal at this point and getting a bit impatient. If only we knew, the journey had only begun...

The repairman came, "fixed" it and left. This time we were wiser, keeping the thermometer in the fridge watching it go from 59 degrees to 60, to 65 and so on. It stabilized around 65 degrees and that was that.

So we called again, again it wasn't too urgent and we needed to wait for a few more days for another repairman to come. He came eventually, after the same 9-6 time estimate, another day off of work. He came and said that the motherboard was shot and needed to be replaced. He "emergency ordered" the part and said to give him a call when it came to us. 4 days later we got the part and called him. He told us to call the repair service center to schedule a time, so they did schedule sometime two days later - another full day off of work.

He can and installed the part and then went out to his truck to make a phone call. Turns out there are TWO motherboards on this fridge, so we needed to wait for the other part to come in.

Today, 3 weeks after purchasing the fridge, he came over. The part finally came in... almost a week after ordering it. Both motherboards installed, it still didn't work. It took 4 visits from the repairman, 4 days off of work, and 3 weeks after purchase it was finally deemed unfixable.

So what do we do?

Well, I called for a replacement as was told to come on down - come pick any other dent & scratch! Are you kidding me?! Like I want another almost month without a fridge!

I have talked with every department and manager in that store and in the corporate office. I get the runaround like you would not believe. They will only reimburse us for the actual fridge, not the delivery of this lemon, not the tube we had to purchase in order for it to be installed, not any loss of wages or food...

I own my own company and would never DREAM of treating a client this way! We simply wouldn't have any business if we operated in the same fashion. I am pissed, my husband is pissed, and we have money to spend on brand new appliances, but NONE of that will ever go toward Sears ever again.

BUYER BEWARE!

Sears, San Bernardino CA, Freezer:

I purchased a Whirlpool upright freezer online from the Sears site. It was supposed to be delivered here this coming Monday. Yesterday (Friday) I started getting automated reminder calls from Sears to tell me my freezer was going to be delivered Monday, but they didn't have a delivery time for me yet, which they would have the evening before my delivery. Fine so far. Except then they wanted to know if someone over the age of 18 was going to be home when the freezer was delivered. Keep in mind this is all automated, because perish the thought Sears would have human contact me. Well, since I don't know what time the delivery will be, how can I possibly say whether or not someone will be here? There's no human to respond to, so I just hang up.

Today, another automated call. I hang up because I can't answer their question anyway, and my plan was to just discuss it with the human (hopefully) who would call me back Sunday evening. The second call, I noticed a part of the recording that said something like, "Please be aware, we're not able to reschedule your delivery time." So I'm supposed to put my entire life on hold, and the business that I run, so I can have my freezer delivered within a two-hour time frame, granted, but I don't know what the window is until the night before. Do I cancel my appointments? Do I tell my son to skip school for the day? Should my husband stay home from work?

I call up Sears Home Delivery again to see if I can locate a warm body. My call is disconnected before I can even speak with anyone.

I call back. Finally, a human, stateside. Except she just doesn't grasp what I'm saying. I explain that their recording is asking me for something that I don't have (whether or not someone over 18 will be here), and that I don't want to get these phone reminders. I'm trying to explain that if I don't answer the recording's messages, I'll keep getting the reminder calls. She keeps telling me that they won't know the time until the evening before. I KNOW THAT, for heaven's sake! On the other hand, I don't want to keep getting these reminders because I'm not answering their automated question! By now I'm so frustrated and angry, I'm crawling out of my skin. Still, while I sound angry, I'm not yelling and I'm not cussing (perhaps I should have). I tell her we're not communicating very well, and I'd like to speak with her supervisor. Instead of patching me through to a supervisor, she proceeds to argue with me and tell me we're communicating just fine and why don't I think we're communicating very well? I repeatedly ask for a supervisor (at least 5 times), and she just keeps arguing with me. Finally, I hang up on her.

I call back and speak with a new woman and angrily tell her I'm canceling my order. She asks why. I tell her briefly. She apologizes and takes my cancellation.

Customer Service 101: At this point, you give the customer to a superviser who can, hopefully, talk the customer out of cancelling the sale by listening to the customer vent, soothing the customer, abjectly apologizing for the customer's experience with assurances the employee will be dealt with, and potentially averting the cancellation of the sale at the very least, and the loss of a customer and the potential loss of every person that customer shares their experience with at worst.

Nope. Just, "I'm sorry you feel that way, here's your cancellation." I just now realized I received no confirmation number. Dang. That means I'll likely get a call tomorrow night confirming my delivery... and my card will not be refunded without another go 'round with Sears. Dang.

I'll never shop there again (and I was getting ready to buy a high-end stove and refrigerator in the next month), and I'm in advertising and marketing, so I will be happy to broadcast my experience to everyone who will listen.

I have been without a dryer now for 30 days and counting. A&E Factory Services has no concept of customer service nor do they care. This is the most incompetent, disorganized, and disconnected company I have EVER dealt with. I would NEVER purposely use them as a service provider and if I knew of anyone that was going to have to deal with them, I would STRONGLY ADVISE against it.

My saga begin when my dryer began making noises. I had purchased a homeowners warranty because I am a planner for the "what ifs" that are bound to happen. They immediately sent someone out. The company stated that the screws from the bulkhead were missing and that this is not due to wear and tear, but due to work another company had done. Well, we forgot when we first purchased the dryer (the very first day) it would not work. Whirlpool sent someone out and the gentleman (A&E technician) apparently left some screws off that damaged the rear felt seal. So, my homeowners warranty denied the claim. I immediately contacted Whirlpool who apologized and set us up with A&E. This is where my nightmare got worse.

After waiting 2 weeks, A&E technician showed up only to say that he did not have the part and it would have to be ordered (I told them what the problem was. Why come without the part?). He stated the part would have to be ordered and since it was so lite it would be sent regular mail. He continued by stating that would take 10-14 days before the part arrived. And so we waited.

My husband scheduled an appointment with A&E for June 25 (as instructed by the technician). The parts came and sat. On June 24, I missed a call on my cell phone at 8:03 p.m. It was an 800 number and I thought about not returning the call, but something inside me pushed me to return the call and so at 8:11p.m. I called the number back. I told the lady that answered the phone I thought I had received the call in error and she asked if I had a scheduled service call for anything. I told her I had a scheduled service for the following day. She said that they did not have enough technicians and would have to cancel the appointment. I thought well they will fix it soon and so I asked what date was the repair being rescheduled for. She stated July 2. July 2? I stated that was not acceptable and I would be expecting someone the following date (June 25) as had been scheduled. She said she would make a note of it.

I called my husband and he said to call them back and ask to speak to a manager. I did and it got worse. Nancy (the manager) offered no support. She stated they could not help it if someone got sick and also being that it was Sunday they could not contact anyone, so I was stuck with the cancellation of my appointment. I told her that I had taken off work and we had been reduced to going to the laundry mat (remember I have 5 people in my house and it is going on a month now). She said well I can go to work now. You talk about the lack of customer service. This company is the WORSE. I asked for their website address and she stated she did not know it. How do you work in the customer service area and not know the web address? I stated this must be a small company. She said no they were all across the U.S. I then googled on their name and found nothing but negative comments about this company. I said to Nancy I see from my search that this company makes a habit of providing POOR service. Everyone I pulled up has the same problem with you. She said is that all. I just hung up the phone.

I emailed Whirlpool because they were the reason I was in this position. I explained the situation and told them it was their fault. To not do better research on the companies that you allow to service your customers means that you don't care. I told them I hold them totally responsible for the situation I was in.

My husband contacted them on June 26 and stated the problem and that I had emailed them. The lady told him that they had responded to my email (I asked them to call me, not email me). He said that I was out of town. They tried to contact A&E while my husband was on the phone. Guess what? They did not care. A&E told Whirlpool they would not come out because they had no one available. Whirlpool did try 2 other companies, but neither had an available appointment for that week. They contacted A&E again who then promised to come to my home on June 28. They would call me to let me know what time. Well, that day has come and gone and I have yet to here from A&E nor has Whirlpool contacted us for followup. I did contact Whirpool though.

I emailed Whirlpool and told them what I think of them and A&E. Maybe had they googled on A&E's name as I did they would have gotten a clue. Right now I am not happy with either company. My dryer still does not work and I will probably have to pay for something that was never my fault.

I think both companies are horrible in the customer service arena. I would not recommend either to anyone.

Thanks A&E and Whirlpool for absolutely nothing.

A VERY, VERY DISATISFIED CUSOTMER.

I purchased a kenmore 500 series washer on May 25, 2007. Was told that they don't deliver in our area until Thursday of the following week. (Even thought they delivered 16 miles down the road to Camilla on Wednesday, going right by Baconton-twice) We said okay, no problem. Good thing that I purchased the three year warranty.

After they finally got the washer to the house on Thursday-after the time that was stated that they would be there. The person who installed the washer hooked up the cold to the hot and vice versa. After finding this out, he lay the hoses down and water flowed from them all over the floor. He fixed the problem, and left.

About two hours later, water was running out from under the machine. We called Sears and was told that they couldn't come fix it, that they would bring a new machine out. My mother called a plumber and he came and saw that the problem was where the pipes had been stripped out when the person doing the installation took them off and replaced them.

We called and let Sears know about this, and then they made an adjustment to my statement.

Well, as luck would have it, the washer is now leaking water out over the floor when it goes into the spin cycle. My mother called on yesterday, they were going to send someone out with a new washer on today. They would call back by 6:00p.m. and let us know when the delivery would be. We were told between 10:ooa.m. and 12:00p.m., they would call 1 hour before, they called at 12:25, arrived at 12:30. (Why say something if you are not going to stand by it?) Anyway, the second washer in a little over 1 month is now installed, please say a prayer, that maybe this will work (this time.) Makes me really wonder about making future purchases from Sears.

I tried to find the correct address to mail my complaint to, with no luck, I decided to put it here. Maybe it will help someone else receive better service in the future.

Sincerely,
Tekla Sellars

We signed a contract with Sears for a central air conditioning unit in December, 2005. They sent a contractor to install it in June, 2006. This contractor asked us to clean out our attic and said he would return the following week to install the duct work in the attic. He did not show up. After many calls we reached our sales department in Scranton, PA who told us the contractor had quit. They sent a second contractor who completed half the job and then never returned. The job was finally completed in October, 2006; the unit then broke after one month. We could not get Sears to repair it for another month. We have since been transferred from Scranton to Philadelphia to Albany. No one at Sears will take any responsibility for fixing this unit. There is not air conditioning on the second floor of our house; the last contractor told us that the contractor who installed the duct work did not install the vents to the second floor so we will never have air up there! We spent $14,000 for this and we can't even get it serviced. Our advice, DO NOT BUY ANYTHING FROM SEARS!

I have a big problem with the staff at Sears dental they are very rude and they make you wait atleast 45 minutes from your scheduled appointment time. The Orthodontist told me in the initial evaluation that he could close the spaces in between my teeth, well I took his advise and signed a contract with Sears Dental for $129.00 a month. He never closed the spaces and every time I came in for my appointments he never changed my wires or even instructed me that I had two cavities that went untreated for several months. The end result lead to him referring me to another dentist in the office for porcelain venures, dental bonding which means I would have to come out of pocket 4,000 more dollars that i did not have. I have never been treated so inhuman in my life. I ended up taking the braces off myself. Sears Dental is a BIG waste of time and you will pay alot of money and receive NO results. Please dont waste time or money with them. The staff treats you horrible, they dont know that patients, you will wait an extended amount of time, and the final result is your teeth look worst after you leave. They created more spaces so they could refer my to someone else in the office, so everyone in the office can make a profit from you. Thats really wrong. Now Im going in to get braces from a real professional. What a waste!

Although I was assured that there would be no problem returning a portable air conditioner purchased as a present for my mother, I was never advised there would be a re-stocking fee, but there was!

Sears, Roebuck and Company
Merritt Square Mall
777 East Merritt Island, FL 32952
Tel. [protected]
Fax. [protected]

On the evening of May 29, 2007 I purchased a Bunn coffee maker for $104 at the Sears located at Merritt Square Mall in Merritt Island, Florida. The specific coffee maker I purchased was sight unseen as the model that I purchased was not open and on display, whereas a similar item was. The fact of the matter was that I didn't want the model which was on display, I wanted a model that wasn't opened and on display. While checking out I was offered and explained in explicit and great detail the extended warranty that I could purchase; which I declined. I was also invited to apply for a Sears credit card; which I also declined. Not once was the mention of a restocking free ever mentioned to me PRIOR to or DURING the transaction. NOT ONCE!

After getting the product home and opening the box, I was shocked at the very poor quality of the product. I have been a loyal Bunn customer for a number of years and have always been pleased with their manufacturing quality. It had been several years though since I last purchased a Bunn coffee maker, but apparently in that time they've changed their quality standards. I decided that the quality was not worth the expense and that I would therefore return it for refund.

6/8/07, I returned to the Sears in which I made the original purchase to return the coffee maker. I was assisted by an associated named Nicholas. Nicholas informed me that there would be a restocking fee. I informed Nicholas that I was not aware of that, and asked him what the amount would be. Relating to my refund transaction which Nicholas was processing, he printed from his computer a paper which said the amount would be $6.00. Nicholas had trouble completing the refund transaction and subsequently paged for the Manager on Duty. After waiting for over ten minutes, the Manager on Duty arrived (I did not have the opportunity to get his name as tag on his lanyard had flipped around backwards). Nicholas handed the Manager on Duty my receipt as well as the paper he had just printed. The Manager on Duty looked at both, which I presumed he actually read. The Manager on Duty walked Nicholas through the refund process. The refund was processed and my receipt given to me. Upon looking at the receipt I saw that the restocking fee had gone from $6.00 to $15.67. That's a 161% increase!

I spoke with the Manager on Duty and explained my dissatisfaction; first with the restocking fee in general and having never been told that such policy exists, and second with the more then doubling of the $6.00 fee in which I was quoted by Nicholas. The Manager on Duty informed me of Sears policy, and then showed me the back of the receipt where the policy was written. Also worthy of noting, unlike what you see at Circuit City, Best Buy, Target, and countless other retailers; NOWHERE in the store did I see any sign or mention of a restocking fee.

I told the Manager on Duty that I would like to speak to the manager or someone higher on the food chain then himself. I was led to the store office and to Claudia Lamascolo ( clamasc AT searshc.com and [protected]), Store General Manager. I explained to Ms. Lamascolo my dissatisfaction and my position on the matter. The only thing Ms. Lamascolo chose to do was hide behind the policy printed on the back of the receipt. In no uncertain terms (and yes, I did say a single vulgar word a single time) I related to Ms. Lamascolo that I wanted a refund of the full $15.67 or at the very minimum to be charged only the $6.00 that Nicholas quoted as the restocking fee. Again Ms. Lamascolo refused, choosing again to hide behind and cite the back of the receipt. I then asked Ms. Lamascolo, 'so the only way I know and the only notice I have of the return policy is by what's printed on the back of the receipt, correct?' She replied, 'yes, it's on the back of the receipt.' I then asked for the telephone number for Sears Corporate.

While leaving the store I stopped at a checkout counter for something else and also to ask a few general questions. First I asked, 'do you know which items are and which items aren't subject to a restocking fee? The reply was 'yes.' Next I asked, 'when selling merchandise that is subject to a restocking fee, do you inform the customer of the policy PRIOR to the sale?' The reply was 'no, not all the time but sometimes I do.' I then asked, 'is it the store policy or Sears policy to tell the customer at the time of sale about a restocking fee?' The answer was, 'I'm not aware of any policy like that.' And finally, 'do you have a sign or notice here at the register or something that I'm able to see and read BEFORE I buy something and get a receipt that discloses the return policy and restocking fee?' To this the answer was, 'I'm not aware of any signs that tell of a restocking fee.'

Upon returning home I called the number [protected]) provided to me by Ms. Lamascolo. I spoke with a representative who identified herself as Ebony. Ebony was essentially useless, providing only the canned lip-service responses that you'd expect. However, Ebony did relate to me that the Store Manager does have the authority to waive a restocking fee and that waiving the restocking fee is at the discretion of the Store Manager. I told Ebony what I thought of the shady sneaky practices of Sears. About all Ebony could do was reiterate her previous lip-service. I then asked to speak with her supervisor. She informed me that there are no supervisors there that could help. I guess I'm to presume that Ebony, the entry level $6.00/hour Customer Service Rep is running the Sears show. I asked then for the telephone number to Sears Corporate, as in if I wanted to speak to the CEO or the COO, what is the number to call. She gave me the number of [protected]), which I intend to call on Monday.

Sears is REALLY good at telling you all about the extended warranty that you can purchase when you're standing at the register. Sears is really good at trying to get you to apply for one of their Sears credit card when you're standing at the register. But when it comes to telling you they intend to swindle from you if and when you return certain items, they conveniently find it unnecessary to tell you of that. How am I supposed to know the return policy if the policy isn't offered to me until AFTER the sale when my receipt is provided?

My position is simple. If my purchase is subject to a restocking fee, then fine, but shouldn't I be afforded some opportunity to become aware of that policy in some form or fashion BEFORE I make the purchase so that at least the purchase is made by informed decision? If I'm not entitled to know the return policy until AFTER the sale when I'm presented my receipt, how is it that Sears is entitled to perform such swindling? My position has NOTHING WHATSOEVER to do with the $15.67. It does however have everything to do with being an honest and honorable merchant. It does however have everything to do with being a Store Manager who can do what is honest and honorable, ESPECIALLY when it's within their discretionary authority to do so.

My point Ms. Lamascolo, don't I have a right to know the policy PRIOR to the sale? My point Ms. Lamascolo, doesn't Sears have a moral and a legal obligation to inform their customers of such a policy PRIOR to the sale instead of after the sale is completed and the receipt provided?

It's been fifteen years since I've shopped at Sears. It will be the rest of my life before I ever shop there again as I will not patronize such a dishonest and greedy company. And for the rest of my life, when the opportunity arises, it will be my personal objective to honestly relate my experiences and discredit Sears. Ms. Lamascolo, as and agent of Sears, had the opportunity to do the right thing. She had the opportunity to show Sears and herself in a favorable way. She opted to be an unprofessional coward and dishonest corporate puppet.

Regards, from a 100% dissatisfied customer
T. C. Fell
206 Jackson Avenue
Cape Canaveral, Florida 32920

I enrolled with sears master gold card. (bad move) For some reason they sent my bill to the wrong address and I didn't get my bill for two months. Since I was in Florida I didn't think it would be a problem getting my mail forwarded. They sent the bill to my physical address and the post office sent it back. It should have been sent to my mailing address. I got a letter from a collection agency so I called them immediately and found out what the problem was. They told me they would take care of it. So I sent them what I owed them. This month I was charged $85.00 late fee for two months and interest also. I paid it reluctantly with hard earned money. I paid it because I know that nobody cares as long as they get money.

It doesn't matter who has to pay. I have never been late on any payment. And my charge cards are zero balance. I am so angry that I think its time to get rid of a bad penny. I know you wont do anything about this but at least I have vented my anger.

I purchased this Kenmore 44152 washing machine (front loader) about 1.5 yrs ago. Now I have to move to a new home and apparently the delivery folks who installed it did not leave the fastening bolts required for the move. I went to the SEARS store where I purchased it and the salesperson said that this was typical - all components not necessary for the operation of the appliance are removed. He gave me two telephones - a delivery and a local parts. Neither of them can help me. So it seems that when you buy a washing machine - you are stuck with leaving it there! Well, I am not done with these bozos... I am going back to the store and will demand I talk to upper management. Bottom line - DON'T BUY ANYTHING FROM SEARS! They are a bunch of thugs. Clearly, when I move my machine now, I will incur damage - and then I am absolutely sure that they will be more than happy to fix it for a price that will probably exceed the price I bought it. Way to go SEARS!