Sears
Reviews and Complaints

Had an appointment that we made a month ago to fix our brocken dishwasher. Scheduled everything around Sears schedule... less than 12 hours prior to our appointment we were called and told we switched your appointment to the afternoon. I called and explained to the phone bimbo that we work also and that we had already scheduled everything around there schedule, including rescheduling appointment and taking time off from work. I was told you are scheduled for an afternoon appointment, sorry thats the way it is. . I explained that we had to work and had already only been able to schedule an appointment arouind when they could be here. Long story short i ask to speak to a manager and was transfered to the hold section from hell for fifteen minutes until even the music got tired of waiting and quit playing. Before the phone bimbo hung up she said the manager is going to tell you the same thing. What horrible customer service, sure glad i bought an extended warranty for a company that just does what they want as far as how they treat customers. I could go on but i am sure you get the jest...The Sears Warranty and repair section need a over hall bad!

I've attempted for fifty-three minutes to call this store. I've tried numerous departments and even called sears customer service in other locations for help.

Very sad in today's failing economic climate.

I myself own two business and if any of my employees performed to this substandard level on even one ocassion, they would no longer be employed by me.

You have every reason to be concerned!

Finally, I called sears national customer relations. The gentleman was very polite and professional. He put me on hold for a few minutes and returned to the phone only to tell me he had tried four direct numbers, but was unable to reach anyone. Quite frankly, he didn't know what to say.

I wish I could say this is the first time this has happened with the wilkes-barre store, but sadly, it is not.

I have had no resolution to my issue and subsequently will have to take my business elsewhere.

Jay livziey
Blakeslee, pa
[protected]

On 4/11/09 a Sears2Go.com ad came out listing a 1468pc. tool set and storage combo model # CO505 for $494.99. On 4/13/09, the last day of the sale I tried unsuccessfully to buy it for this price. I was told it was an error and the price would not be honored. On 4/14/09 the price on Sears2Go.com was changed to $549.99. I emailed them to see if this was another mistake but got no response. On 4/15/09 I tried again to buy it but they would not deliver on the price. I contacted PriceMatch Sears who said they would not honor the price. On 4/15/09 I received an email from PriceMatch that stated after reviewing my emails they determined a Sears2Go pricing error occurred. They apologized and instructed me to place my order, respond to the email with the confirmation number, and a price adjustment would be made honoring the ad. After placing my order on 4/16/09 and emailing them back I received another email on 4/17/09 stating the order had been cancelled and the offer had been retracted. However, as of 4/18/09 my money has not been returned. They stated pricing errors were rare and unintentional but posting 5 different prices on that web site in one week is not rare and emailing me stating I could buy it at this price was not unintentional. They are practicing false advertising and taking my money for a product they do not intend to deliver.

Bought $6500 worth of appliances and paid for delivery in Oct 2008. During delivery of the stove, the delivery company cracked both sides of the counter top. No resolution as of yet. We were told to go after the delivery company (we did not hire them, they are sub contractors for Sears) then Sears told us to make a claim thru our Home insurance. Yeash! Any ideas? Do not buy any thing from Sears EVER!

I purchased an HE2 front load washer Qpril 06 for $799.88 and have used it three years (light use - only my wife and I at home these days). Because it was making an unusual noise we called a Sears repairman who told us the machine needed a repair costing $890.00. His only advice was - You should have purchased the extended warranty! Our old washing machine lasted 20+ years while we were raising three children and it experienced heavy use. This machine is junk after about the same amount of work the old machine did in any one of its 20+ year life (we still have it at a cabin and it is going strong). I caution anyone looking to purchase a Sears Kenmore washing machine. My experience has been very bad! And very expensive!

I purchased a new lawnmower 7 weeks ago through sears canada because they offer a 2 year warranty. The primer pump is leaking gas as quickly as you pour the gas into the tank. I called my local store and was told to bring the lawnmower in and it will be shipped out free of charge to be fixed. I went straight to the store with the lawnmower and I was told a 50 dollar inspection fee. I have not used the lawnmower more than a handfull of times and I refused to pay it. This is absurd to think a warranty item would have a 50 dollar "inspection fee". I will never buy a major appliace through sears again. As if a practically new purchase breaks is not enough stress and hastle for a customer in the first place, then to have the audacity to ask for more money on top of the purchase to look at the warrantied item. Please!

On July 7, 2009, I was scheduled for a 1:00 pm employment interview with the Sears Outlet in Sacramento, CA. I arrived at 12:45 pm and found that there were 5 other candidates waiting as well. One in particular was scheduled for a 12 noon interview and was yet to be seen when I arrived. I was marginally greeted by a Sears employee who once he determined that I was not there to shop, proceeded to ignore me and the other candidates. At 1:20 pm I asked if in fact interviews were to going to be conducted and was told to "just wait!"
I decided that perhaps I might want to rethink my decision to apply for a position with Sears at this particular location. I wished the candidate that had been waiting at this point for over an hour 'good luck' and left. Not, in my opinion, the way I'd go about cultivating a winning team environment and positive/high employee moral.

I received a letter from Sears that they were upgrading my Kenmore Oasis washer at no charge to me. The were going to replace the control board. I called Sears and they said the part was out of stock but would ship one to my house and when I received it to call them to schedule a service man to exchange the part in the machine.
When the part came in I call Sears and they would be out on Tuesday. The wife and I were going on vacation that week and moved our departure date to Wednesday of that week. The service showed up around 12:30 in the afternoon and exchanged the part. Actual time was about 10 minutes and about 15 doing his paper work. A few minutes after he left the wife started to do the laundry and the machine ran for about 2 minutes, made a loud strange noise and popped the circuit breaker. I reset the breaker but the machine was completely dead. I looked at the called ID since he had called a few minutes before he showed up and call the number but it seems like they have the service technician's cell phone blocked to incoming calls. I called the service department and explain the problem and wish they would get hold of the technician to return to the house and install my old part in the machine since there was no problems with my old part. I made about three calls that afternoon and the technician never called but I suspect he was never called. The earliest they claimed they could get a technician out to the house was the following Tuesday even thought it was their fault that the washing machine was dead. I called several times on Wednesday morning and kept getting the runaround.
I made arrangement to have someone at the house the following Tuesday to let the technician have access to the machine. He replaced their defective part and the machine has been working fine.
What upsets me is not that the part they installed went bad but with all the different persons I spoke to on the phone and their attitude. They acted like it was not their problem and could care less if the problem was resolved.
I worked as a service manager for about 15 years and the main goal was to do whatever was necessary to keep the customer satisfy. It is a lot cheaper to keep old customers that to get new one. All washers, dryers, air conditioners, refrigerators, stoves and lawn equipment I have purchased at Sears over the 45 years of marriage but no longer will I buy any of their products because their service has deteriorated to the point that it is a joke.
A couple of weeks later I got a call from a Sears rep about buying a service contract on the washer. I told him that their level of service was unacceptable and when the machine went bad I would replace it with a machine from anyplace other than Sears. Sears has lost me as a customer forever.

We had a problem with our Maytag dishwasher in November 2008, so we called Sears Appliance Repair. They offered a 1 year service agreement. The price seemed reasonable so we paid for the service agreement. I'm glad we did because the incompetent people they have working at Sears Home Appliance Repair have been unable to get the repairs correct. It is now July 2009 and we are on our 5th repair visit for this dishwasher. It's always the same problem, water is getting into the control panel. They keep replacing the same parts, but never fixing the problem. I don't have to pay anything for the repairs since I have the service agreement, but it is very frustrating scheduling an appt for them to come out, then they need to order the parts which takes 10 days, then have them come out again to install the parts. Sears also does not schedule an exact time for an appt, they just provide a date and a 4 hour window of time on that date so you have to wait for them to show up at their convenience. I would definitely not recommend Sears Home Appliance Repair to anyone.

i and my wife went to this store to buy an electrolux 27 inch wall oven wave touch tm controls item 022228103000ew27ew55gs on520 o9 was told it would be there in i week. went back in 4 days and got no help or responce after waiting 45 minutes waiting and was told that it was not ther yet, we returned countless times and got the same lack of respect buy the darrel guy and a nother lady, and was told that i would be contacted apon arival. it has now been 6 weeks and still iget the same lack of respect when i or my wife when i go there, i would think that by now with the current econinic times that your store could come up with a little bit of courtesyand at least make some effort to get what i want to buy. if not i can certainly buy one elsewere there by getting what i need elseware and not considering doing any more business with sears, a long with all the other people i know who can not beleive the way you have treated us after all the other business i have done with you in the past. sorry it has came to this and i hope this can be worked out. the sale price was 999.99 and i do hope we can do something better to make up for this hassle, thank you, paul peterson 10117 zackery avenue charlotte nc 28277 cell [protected] or home [protected]

On June 26, 2009 I bought a new Kenmore dryer at Sears and was given the rebate form to recover the cost of delivery of the new unit ($65) and haul-away of the old ($10). I put the transaction on my Sears account to take advantage of an additional 5% discount. When I got home I looked at the form only to discover it is no longer a true cash rebate as in the past, but instead now comes in the form of a store credit. I returned to the store and confirmed that was indeed the case, and that the change from cash to store credit happened about 3 weeks ago, so the beginning of June, 2009. The manager was called and I talked with him, but he said it was out of his hands. I asked to cancel the delivery and have my Sears account credited for a full refund, but he couldn't do that either. I had to call the 800# of the delivery outfit to "cancel delivery with refund."

When our washer of 18 years finally started to give out, my husband and I decided to go to Sears to purchase a new washer and dryer. After looking at many makes and models, we decided on the Kenmore Oasis Washer and Dryer. They were touted as extremely energy efficient, saving water, etc. After a few weeks of use, I noticed the clothes were not getting clean like they did with our old washer. Even when I used Shout to treat stains, the stains still remained. On several occasions, I would take the clothes out after they were supposedly clean, and there would be dry spots on some of them, indicating that the water didn't even saturate them. This takes saving water to a new level. I don't believe the clothes are agitated enough because there is no center agitator. The whole drum just rotates back and forth. So the clothes in the middle don't mix well. I called Sears to complain that the washer was not cleaning properly. Also, the dryer takes two cycles to completely dry the clothes (not very energy efficient).
Sears reply was that they would send out a repairman. I told them I didn't need the washer repaired because technically it wasn't broken. They said that's all they could do. So the repairman came out and, of course tested to see if the washer was functioning, and of course, it was. He also said that they dryer hose may be clogged between the wall and the outside vent, which would cause the clothes to not dry properly. We checked the vent hose all the way to the outside and it was clear.

I have never had such a problem with a washer/dryer, even the cheapest ones I owned back in the 70's. I have written Sears Customer Service a letter requesting a replacement washer/dryer or a refund on this set. I have had them 10 months, so the 90 day warranty is no longer in effect. But considering that a washer/dryer should last approx. 20 years, I can't see using this product for another day longer than I have to. They really should recall or stop selling this product. I have read other complaints about it similar to mine. Thank you.

I used to think that Account Care was something worth having.
Let me Explain.

In 2001 I opened a Sears Account. At that time they offered me what I would term as insurance, called Account Care. They told me is would cost me so much per each hundred that I had on my card. I figured because I had chose to have a limited account of $450.00 that it would be a good thing. At that time I was retired and had been for 10 years.

I continued to pay my preimum each month and in 2006 I had to have an open heart operation.

My wife, also being on the account, applied for the so call benefits and for 6 months they paid something on my account.

Well in May of 2009 my wife had to have the same type of operation. I called Sears, informed them that I would be having a hard time making my total payments and would like to enforce the Account Care. At that time they transfered me to an ACCOUNT-CARE representative and THAT IS WHERE MY NIGHTMARE BEGAN.

On May 25th she was transfered to a nursing home and two days later I got the application, took it to the nursing home the nursing home filled out the forms as there have been others that have been there with Account Care accounts. The Doctor filled out the paper and I thought that was it.

I paid what I could as traveling back and forth to the nursing home is tiring to an old man not to mention with the cost of gas being $2.68 per gallon here is costly to a person on Social Security. I had to borrow money from my children and they haven't the money either.

Today June 18, 2009 my nightmare came true. I was informed because I am not "gainfully employeed" I cannot use the benefits.

I called Account Care because I thought someone made a mistake and the representative told me that because I was not working any more I do not qualified. I asked her WHAT PART OF RETIRED DO YOU NOT UNDERSTAND. That is when I wanted to reach through the phone and strangle the little twit. I was in so many words told that I should not even be here. She did not SAY that but implied.
Here those Son's of [censor]ed screwed me out of all that money over to years only to give me the impression that because I am old I should just lay down and die.

Needless to say I told them where to go and just how long it would take to get there, and CANCELED MY INSURANCE.

Sorry people for doubting you and your stories so I thought I would just add MY story to this list.

Trust me I will struggle to pay off this BALL AND CHAIN AROUND MY NECK CALLED SEARS, AND INFORM THE WORLD WHAT A SHAM THEY ARE AND SOME OF THE PEOPLE THEY REPRESENT.

6-18-09
Well, let me give you my horror story about Sears.
6-13-09 went to the 1540 Park Av store in orange park, fl. Wanted a weedeater with wheels. due to neck operation and could no longer use the regular weed eater we already had.
On the floor there was one which was bigger than what I wanted. I wanted a small one to do a residental lot where I live in Orange Park.

Well, the 329 dollar one was what I took up to salesman, asked for a 10% discount. Said they didn’t do that. So, he told me he had a Weed Eater on wheels that was a little smaller. I had told him I didnt want to pay 329 dollars for a weedeater on wheels. that is why he mentioned the smaller one.
So, I said, ok, , I’ll take it. 159 dollars _tax. 171.00
So, took it home, my 30 year old son came over to help me, and he said, wont weed eat wont stay running, goes dead when you start to try to weedeat. Now, I am talking about regular dollar weed, which you can cut with a butter knife, it is not a weed, just something like 4 leaf clover.. For people who are not familiar with dollar weed.

So I tried it, did same thing. We know the correct gas mixture. And tied it several times different areas of lawn.
Told him ok, go ahead and use the gas weedeater we had. He put the other one in the shop and I took it back today 6-18-09.
I took in, and Justin, same salesman, was person I explained to, that when I would start to weed eat, the engine would bog down, and shut off.
He said well, I can give you an exchange, or store credit. I explained, I didn’t want another one, since this one didn’t work, why would another one. all I wanted was a refund . He stated he could not give me a refund, it would have to be a store credit, or exchange. I asked, why would I want one of the same...
Told him didn’t want a store credit. I really don’t shop Sears except for when I have to simply for the reason, back when they did catalog orders, you would order something, get the wrong one, have to go back and play the bait and switch game.
But if I buy something, and it doesn’t work, I don’t care where I get it, I expect a refund for it.
So, he said no, could not give me a refund. Plain and simple, so Richard, my boyfriend just happened to go down there with me and the other man took him in back and they came back in a few minutes and Richard said, they will give us a refund.
This is after Justin, has argued with me for 15 minutes that I could not have one. In the meantime, since I was getting no satisfaction from him, I asked for a Sears telephone number of a person who did have that authority. Said he didnt have that...

So, hey rang it up and said I would be credited about 145.00 dollars. Well, my total bill when I bought it was 171.00 dollars.
I asked why am I not getting the full refund? He said restocking fee. It was used. I said, ok, how do I not know it doesn’t work, if it isn’t used::::?
So, after 40 minutes, asking for a Sears corporate number, or someone I could speak with about a full refund. They give me his managers number [protected].

Finally after several other 800 numbers, was sent to the correct department for National complaints
After going thru all the buttons to get customer service, I am given a number to National Relations service. That number which is hard at obtain is [protected].
After losing connections for 3 times, and I was on a cell phone at the time, so could have been mine, but I did have signals so not sure.
Spoke with rep, explained situation with her. She told me she would make a report for me as to my complaint, and said I should get the full refund back because it states so on the receipt and nowhere on the receipt does it indicate a 15% restocking fee.
So, after about an hour, and upsetting me so much, that I was shaking, and had a very bad headache which brings on migranes, and after Jason Kilgore, the ASSISTANT manager argued with her for 30 minutes, gave me a full refund.
I have told them there will be a discrimination lawsuit if I can find an attorney who will take on Sears.
The reason being, is I am a woman, and not once did the salesman, justin offer me a refund.
The Assistant manager asked my boyfriend to go into the back with him. They came out and Richard told me they would give us a refund.
That is when the 15% stocking fee came up.
So, my question to any attorneys out there, does that constitute a discrimination against a woman. A man can be given a refund, but not once did either the salesman, or the assistant manager offer it to me.
Also, while he was speaking to the National relations representative, he made an out and out lie to her, stating I was planning to go out and buy another weedeater, or had already done it.
This to me, is calling me a liar, and I didn’t go down there to be harassed, discriminated, stressed out, or called a liar. This can be attested to by my boyfriend who thankfully was there and heard everything that went on.
He even told the Assistant manager he didn’t appreciate the way both of us were being treated, like we do this for a living……
Well losing 15% doesn’t set right with me, and I would not have taken it back it the product had worked.
So, Eddie Farah, or any other attorney that wants to take my case with a discrimination lawsuit against Sears, please post a reply to this complaint, and I will be glad to let you handle it on a contingency basis.
I asked the National re Well losing 15% doesn’t set right with me, and I would not have taken it back it the product had worked.
p if our conversation was being recorded, taped, and she said yes. She also said she was noting the account as to what has transpired between the store employees, me, and the attitude with her, a national relations rep.
Please let me know if there are any other women out there who have had the same problem with Sears as to how you as a woman was treated, in respect to a woman asking for service and a man who you can provide truthful information to me.
Richard, my boyfriend, has agreed I was treated different, and he would tell me if that was not the facts.
Fran

On November 26th, 2008, we purchased a GE Profile Washer/Dryer w/Pedestals at a cost of $3825.29.

These were delivered on Dec 2, 2008.

On January 13, 2009, we had Sears repair come to evaluate and repair the washing machine as it would not spin the clothes dry enough to put in the dryer and why the dryer make a loud cranking sound and would not dry the clothes without repeating the cycle. I was told by the Sears repairman that he could not look at the dryer because "they" didn't give him a repair ticket for it. That all he could look at was the washing machine. We would have to schedule a separate repair. He left telling me nothing was wrong with the washing machine, but to be careful and not overload it. I said the Sears salesman told us it was an extra large front load capacity and that it can easily handle a king size quilt. The sears repair man laughed and said all the salesmen say that but it's just not true.
Five months later, I called Sears repair again for the very same reasons as before.
On June 9th, 2009, another Sears’s repairman came to our home and said that the washing machine needed a new Power Board at a cost of $434.45 and that the GE Profile dryer had a defect where the gas is plumbed into the machine. It has warped the side of the machine and that will have to be replaced at a cost of $117.80 for the labor only. (I have the repair receipts). I called Sears Customer Service (800-4MY-HOME) and spoke with Elizabeth in Customer Service Corporate, I told her I wanted a complete refund as even though we purchased the warranty, I didn't trust these machines because the Sears repairman told us that the GE dryer had a defect and that the GE Profiles break down all the time. I asked him which ones don't break down all the time and he said the LG's. He hardly ever has to repair them. Elizabeth said that since we were out of our 90 day window, a complete refund was not possible. However, she could offer a replacement. She gave us case numbers – washer #2646218 and dryer #2646230. We were told to go to our Sears store in Bakersfield, CA give the salesman the numbers above and pick out a new washer/dryer. If there was any price difference, Sears would credit our Sears credit card. We were to get only the item numbers from our local store and then call Elizabeth back at [protected].

On June 10th we went to the store, picked out a new LG washer/ dryer and pedestals. When we returned home and called the phone # given to us, we could not reach Elizabeth and further more, no one at the phone# she gave us even heard of anyone named Elizabeth. We gave them the Item #s for the new LG washer #28003 with a price of $1079.00 and LG Gas Dryer #58003 at a price of $1138.99, with (2) LG pedestals #13033 at a cost of $229.99 each. This resulted in a credit to us of $260.61.
So then we talked with Jeff, who arranged for the credit on our card by taking all of our credit card information and scheduling delivery of the LG washer/dryer and pedestals on Friday, June 12th between 2:30pm and 4:30pm. We spent an hour on the phone arranging for delivery of the new set.

On June 11th, we received a phone call from Anassa from Sears delivery to verify delivery on the 12th. This took another 1.5 hours on the phone as no one had the proper information.
On June 12th, the delivery occurred on time, HOWEVER they were not delivering the new LG set, they were delivering the same GE Profiles; I already had in my laundry room. They took the new GE Profiles back on the truck and we called Sears customer service again [protected]). We were told at this time that we had to talk to Processing [protected]) and see if they could figure out what went wrong. We spoke with Tamika, Shane, Jeff Deborah, Gail, Shangela…..over the next few days with no luck. During the time spent on the phone by my husband, I called our local Sears store and was told by the appliance salesman, if we purchased the new LG set with pedestals, they could deliver all of it on June 16th including pedestals.

On Saturday, June 13th, we spoke with Yolanda at 12:49pm and she immediately transferred us to Anassa. We were told there was a problem with the sales check. After being on hold for 45 minutes, Anassa told us that someone will process this and call us back in a few minutes. Well, you can probably write the rest yourself…..no one called us. We called back at 3:30pm and the only person we could get to answer the phone was Loss Prevention who said no one was there.

Sunday morning, June 14th, we received a call at 8am in the morning from Sears delivery stating that they were ready to deliver the GE Profile washer and dryer that afternoon. I laughed at this point and told her we already had a GE Profile set which we were supposed to exchange with a new LG washer and dryer. I also told her that on Friday, Sears had already delivered the GE Profile set and that it was taken back because it was wrong! My husband spent another day of phone calls back and forth with several different people at Sears with no avail. We were finally told that Sears could deliver the LG washer/dryer on Monday, June 15th, but that we had to go to our local Sears store to pick up the pedestals. We were to call Jonathon (Lg. Appliance Mrg at our local Sears store) to arrange for pick up by us of the LG pedestals. Of course, when we called our local Sears store, there was no Jonathan and no one had heard anything about a pick up.
On Sunday night between 6pm and 9pm, we received a voice mail stating our delivery would occur on Monday, June 15th between the hours of 12:30 and 4:30pm.

On Monday the 15th, about 11:30 am, we received a phone call from the delivery guy stating he was around the corner and would be at our home in 5 minutes. My husband asked him what he was delivering and he said a washer and dryer, but NO pedestals. When he showed up, he put the LG washer/dryer in our garage still in the boxes as he could not install without the pedestals. Also, he stated that he had no authority to pick up the old GE Profiles. At this point we were also informed that the pedestals were on back order until the third week of August. So now, we have the GE Profile set (that does not work properly) in our laundry room, and a brand new LG washer/dryer in our garage in boxes. Basically we were told we have to wait until the end of August to have the entire set installed in our house.

At this point, we called customer service again and spoke with Tamika (AGAIN). I asked that the phone call was recorded and demanded to speak to a manager so that I could get a complete refund as at this point I want NOTHING to do with Sears ever again in my life! She said that I didn’t need a manager, that due to all the mis-information and problems, that she would process a complete refund. She asked if I could please hold, so that she could process this. After 20 minutes on hold, ANGEL came on the line and was so completely rude; I can not even believe it! She said that we were out of the 90 day window for refunds and that nothing could be done. She stated she didn’t know who Tamika was but that she gave us mis-information regarding the refund. My husband grabbed the phone and asked to speak with her manager. She stated she was the highest level and she didn’t have a manager. He asked her what we are supposed to do with all of these washers and dryers and she curtly replied, she didn’t care what we did. We asked for a phone number for Sears Corporate and an email and all she gave us was an address of 3333 Beverly Road, Hoffman Estates, Illinois. She said there was no phone number or email. And then she had the nerve to say, “Thank you for calling Sears…have a nice day” and she hung up on us.
Immediately, I Googled Sears Corporate and found two phone numbers. [protected] and [protected]. I called and spoke with Sandy who transferred me to Tasha. Tasha explained that the refund has to go through the Processing Dept. and was again told a complete refund was not available, but Amanda in processing would refund our credit card $1000 and then told us we were responsible to find the LG pedestals.

Then Sears delivery called us and said that they would schedule pick up of our old GE Profile set on the 17th. My husband said, don’t bother coming unless you have the LG pedestals to go with the new set of LG’s sitting in our garage.

The next day, June 16th, we received yet another phone call from Sears delivery stating they would be delivering our GE Profile washer and dryer on June 17th between 10:30 and 12:30. The recording went on to tell me that we needed to make sure we had room for the new appliances and that Sears would need adequate access in order to deliver and install. There was a ph# to call if there were any questions. [protected]. I called @ 6:15pm and spoke with Macky who transferred me to John, who transferred me to Joe.
Joe listened to the story, read all the notes in our file and said that he could process a Full Refund, but Sears would have to pick up both the GE Profile set and the LG washer and dryer first and then 7-10 days later they would send the refund – and also that the refund could ONLY be processed as a credit on our Sears credit card. We said that we would not release any of the appliances until we received in writing on Sears letterhead that we would be receiving the Full Refund. Of course, Joe said that is not possible and that we needed to trust him. If we trusted everybody we have talked to in the last week, we would have five more sets of washers and dryers in our garage. Again, we politely said that because of everything we have been through, we did not trust Sears at all to come through with the refund.

So, we currently have brand new in boxes, a LG washer and dryer, but no pedestals. And, we have the original GE Profile washer and dryer w/pedestals that need to be repaired and returned. At this point, we will wait to hear from Sears and file complaints with the BBB and Consumer Affairs and also Sears Corporate!

On June 15th, we received a standard response from Sears Corporate stating that we needed to go through Sears Solutions. As if we hadn’t done that for six days in a row!

I am sending this information to any and all people who may be able to help me. This is the most ridiculous situation and all we want is a full refund of $3825.29 and SEARS can come and pick up both sets of washers and dryers. On top of everything else, FED EX delivered the Main Panel part for the GE Profile washing machine repair that wasn’t even scheduled. So now, we have that part sitting in the garage with the LG set.

Every time we speak with someone new, repeat the same information over and over and we are told a different thing by every person we talk to. We have done everything they have told us, but nothing has been resolved.

Sincerely,

Wayne and Sheryl Horne
[protected] or [protected]
[protected]@bak.rr.com or [protected]@bak.rr.com

Thank you.

My sears Kenmore Oven, which is 5 years old, malfunctioned today. The Oven Control Board Exploded. The Model # is 790.[protected]
This is a dangerous appliance!

This is a copy of a complaint I sent Sears

Repair of Self Propelled push lawnmower

Left for in warranty repair 5/15/09 at Sears store, West Town Mall, Knoxville, TN
Picked up 6/12/09
I have been a long term Sears customer, and have bought my appliances and yard maintenance equipment mostly from Sears for over 30 years, because of Sears service. Because of this experience with trying to get my lawnmower repaired, I am going to have to find a new source for appliances and lawn equipment who can render effective service.

1. The mower’s self propelled feature stopped working.

2. On 5/15/09, I went to my local Sears store in Oak Ridge, Tennessee and verified the mower is still under warranty. The salesman gave me an 800 number to call for service. The person on the phone told me to take my mower to the Sears repair center on Weisgarber Road in Knoxville, TN.

3. Upon arrival at the service center at Weisgarber Road, I learned that facility was closing that day for good, within 2 hours of when I arrived. The clerk at that store told me to take it to Sears and West Town Mall for repair. I expressed that this was quite a hassle, and of course the clerk didn’t care, as it was his last day to work.

4. Upon arriving at Sears in West Town Mall in Knoxville, TN, I was informed that yes, they would be handling repairs, but they had not been trained on what to do, and did not know how to help me.

5. The clerk at the store in West Town Mall told me I would have to take the mower to East Town Mall, MILES oat of the way for me. I refused and told him they would have to figure out how to do the repairs, and I could not teach them how.

6. After finding the manager, which took quite a while, she told me I could leave it and they would ship to Chattanooga, TN to have it repaired.

7. At the West Town Mall Sears store in Knoxville, TN, the personnel took my mower but did not offer to give me a receipt for it, and told me they would call about it. I demanded a receipt, but had to wait until the manager arrived to write a receipt with a salescheck number.

8. After almost a month, I had not heard from the mower repair. In the meantime, we had to pay to have someone cut our grass 3 times.

9. I called on 6/12/09 to the Sears West Town store and spoke with 5 different people who got my name and telephone number and that I wanted to check on the status of the repair of my mower, and each time after holding someone else would answer and I had to start over again.

10. One of the people I spoke with told me the mower had been sent to Chattanooga, TN for repair, where it was sitting waiting on parts to arrive, and I would have to call them for the status. I insisted on speaking with a manager.

11. Finally I was connected with the manager at Sears Lawn and Garden Department in the West Town Mall in Knoxville, TN. She told me the mower was in Chattanooga and I would have to call them for status. She said she would call back and give me a toll free number to call in Chattanooga about the status. She said she could not tell me the status, and it was not her job to tell me. I told her I did not think this was an acceptable way to treat a customer.

12. I called the Sears toll free number, and told them the troubles I was having. I insisted that they should inform the manager it IS her job to check on the status and let me know. The person at the toll free number gave me the number in Chattanooga to call. I told them I didn’t think it should be my job to have to chase down the status of this repair.

13. While I was talking to the toll free number, the manager called on another phone and finally asked for the model number of the mower, serial number, etc.

14. After several more minutes the manager called my wife back, and SURPRISE they had found the mower repaired, at the West Town Mall store where it was available for pickup!

15. Considering all this trouble I have had with Sears on this repair, I cannot help taking a lesson that Sears does not care a d___n about service anymore. Do you know any reason I should think otherwise? Why should I not next time instead buy from my local hardware store that has their own repair facility on site? Or why should I not by from a local appliance dealer who will be responsible for repairs? Why should I ever buy from Sears again?

16. Maybe another alternate next time would be to go to Best Buy next time. I already know they don’t care about service, and they ARE much cheaper than you are!

In December 2008, Sears sold me a protection Agreement for my GE refrigerator. The example that the salesperson used that if a part like my compressor failed, I would be covered. I purchased the agreement.

Six months later (June 2009), the refrigerator was not cooling and I called service. I was surprised to hear that it is the compressor that has gone bad and the agreement covers up to $500 and the part if $640. The agreement also states that Sears will reimburse me $500 but contrary to what the agreement states, Sears now will reimburse me only if I buy from Sears.

As much I have liked Sears and the Craftsman brand, I would now like to warn others NEVER to buy a Sears agreement and yes it is impossible to contact anyone at Sears. Represenatives are poorly trained and customers can spend hours on the phone trying to contact the "right" department.