Sears
Reviews and Complaints

I slipped on a wet floor, this was observed by a male clerk that was present at a service desk. At the time of the slip there were no wet floor markings. The initial shock of the fall other than pain in my elbow and forearm was a little disorientating as to what I should do other than being very embarrassed and feeling very uncomfortable, I looked for assistance and the clerk ignored me, and was more interested in seeking to place signs where I had slipped. After searching/seeking assistance I returned to the service desk, where there was present the same male clerk and now a female. The male clerk would neither take my name or make a note of the incident, and expressed no interest in my issue or the extent of my injuries, the female was extremely rude and was more interested in pointing out the languages that were observed on the wet floor signs. Eventually the female took my name and address. I left the store and sought medical assistance. I was seen at the local Emergency Dept, had x rays taken, prescribed pain killers.

I woke up the next day with extreme pain in my right back, however that is not the cause of my complaint and the extent of that is a separate issue. I phoned the next day to request that the store acknowledge and pay for the medical costs, to which the female who responded, basically laughed at me and told me to contact the store attorney. I phoned again a little later and spoke to someone who identified himself as Chuck, he after a series of admonishments on how to observe floor and store safety, stated that I had no witnesses and therefore I cannot have any claim, nor will the store acknowledge any incident.

What I do want to reiterate to ALL CONSUMERS is I believe there is an effective policy of all stores to make it very difficult to make a claim of any kind, CONSUME BUT DO NOT COMPLAIN, I would additional advise that if you do go into a store, particularly this SEARS store in Manitowoc, WI , you go in accompanied and not alone. Especially if you are of a different ethnicity.

I would like to see the video surveillance tape of time index 6.45 - 6.55 PM 101806 of the area in question, just to prove my case, which I am sure will quite conveniently disappear. However I did keep a tape recording of

1: Talking to the store clerk and their admitting that an incident occurred.
2. The two responses made by the clerk operating at the stores.

I do enclose a copy of my talking to the store clerks so that other people if this is made publicly available, will see how bad things are for people who genuinely slip and fall.

If there is interest in hearing the humiliating laugh, and the other call to the store you are more than welcome to request it.

Andrew

Fox Lake
WI 53933

On the 18th October 2006 at approximately 6.45pm, at the Sears Store at 700 E MAGNOLIA UNIT 220, MANITOWOC, WI 54220. [protected]

We bought our Hitachi 50" 50V525 model Tv from sears canada and it was delivered in September 2005. As we were moving into our new home ( not until October 2005) the Tv sat until then.

It worked fine until July2006 when it started to act up. Picture would just go off and screen would turn blue.

We called sears before the year warranty period was up and also purchased at an additional $250.00 an extended warranty.

We have had a sears service man here 3 times to fix the machine but to no avail. Now he says it needs a circuit board and light engine. We have been without the Tv since mid september and sears advised they could not get the part until mid December 2006. Another 2 months waitng.

Hitachi are absolutly useless as they advise they have a "special" arrangement with Sears and I would have to deal with them. part has to come from offshore.sears would not do anything for us either and we just spent over $12,000. on new appliances with them.

You call this service?

Anyone else out there experiencing this kind of treatment?

Oh well what can we expect these days.

From Sears in the Glynn Place Mall, or Colonial Mall, as it is now called, in Brunswick, Georgia, The Sylvania television purchased as an early Christmas present for my son had a vibrating speaker-noise from the first day. Every time you raised the sound to the mid-point bar on the indicator, it vibrated and "wowed" as they call that effect, to totally distract from any program. I called a repairman as soon as the holidays were over--or not long thereafter. I'm a forty-years customer of Sears--I would have bet my pay check on a Kenmore's reliability, loved their products for years, rarely had a complaint. Boy, has that changed! A series of tech-visits to my home, months apart, ensued, after the first one, in which we were told that the Sylvania just had a peculiar sound system, and nothing could be done. As I tried repeatedly to make good on my warranty--which had, of course, made the tv cost more than its ticket price, the total purchase over 400.00--all because our Zenith that it replaced-had been " irreparable" by whomever we called in about it, much to our regret. Right now, a Quasar I was advised by another dealer could not be repaired, is working beautifully, thanks to a local shop that repairs, "anything electronic." They say those phone calls in for service and warranty replacement of products are monitored and recorded. I wish I could post, on the blog, how hysterical I got when they stonewalled me for the very last time, after months of delays. Minion after minion in Sears, fearlessly stonewalled me and gave me a run-around from one employee-who-would do nothing, to the next one who claimed they could do nothing. On Labor Day, my first chance to go and shop for the replacement the last tech had said I could get, I had such a run-around, that when she said if I came the next day and got on a three-way conference call with the local repair at Sears and their higher-ups, I might be able to get a replacement. I was too exhausted--literally--that's what they count on--to even attempt to go there the next day. Their delays in acting on a warranty allow them to say your time has run out, and you never get your money's worth. I'm currently shopping for an appliance dealer with well-known good service, and the will to help someone who must replace a purchased item. Why in the world would they give anyone a run-around, as if they were wanting to steal something they had already bought and paid for, and were fraudulently seeking warranty refunds they were not entitled to? Why on earth would anyone spend good time and strength trying to get something that isn't rightfully theirs? And how, if fine-print shenanigans--all nicely printed with hitches, bar your unsuspecting product-value, can you trust your Sears for anything? (30 days for the routine Sears Product Guarantee. That means in one month, a person gets to go to Sears, buy a big ticket item, pay 30 dollars to have it delivered, pay more if it needs any special installation, and then, inside the month, undo all that to claim their replacement--and then go back and choose another item and go through the whole process again. )The person would have to devote a whole month to choosing an appliance at Sears--unless they pay even more to have some kind of extended warranty---then they get to face multiple service tech visits to verify--what? that it is indeed irreparable? That's what I went through, and they still did not replace my television set. I had already tolerated two portable Sears tape /cd players on which--one's Cd player failed, and the other's dubbing tapes made a thumping noise, rendering them useless. That I had just given up on--why replace one defective article with another? But this television had a beautiful picture, was a handsome size and case--why would not they replace it for the malfunctioning sound system? It was a big family disappointment, to say the very least. Everyone knows a good family room television to share is a main item of budget entertainment and very important to a family. To be so mistreated over this one was most distressing to me, the mother-purchaser for our household. Every time you raised the sound to the mid-point bar on the indicator, it vibrated and "wowed" as they call that effect, to totally distract from any program. I repeat that, as you requested a detailed version of the problem. Thanks for listening. Charlotte (do I sign my name in full?)

I have a Sears Kenmore Elite H3 Washer that has a moldy smell. The rubber gasket smells and I have wiped out mold from underneath the gasket. I have called Sears and Kenmore without any help. Just transferred to many different depts. I have written the Sears Corporation and have not heard back (it's been 3-4 weeks). They want to charge me 65.00 just to have a technician come out to tell me what's wrong. I know what's wrong - it's growing mold. Just look at all the complaints on epinions.com I just want them to come out and fix the inherent problem. This machine should be recycled because it is a faulty design. I would appreciate any help. I have tried bleach and I've tried Cascade enzyme detergent. I wipe everything down after any wash and I leave the door open. The smell is musty and I'm tired of it.

On July 31, 2006, I purchased a washer and dryer at Sears in Fort Collins, Colorado. Part of the purchase included a promotional six-month supply of high efficiency Tide detergent (TIDEHE). I correctly filled out the rebate form, attached a copy of the receipt and mailed everything on August 8, 2006 to the appropriate address according to the instructions.

After waiting six weeks, I received a logically incoherent letter from Sears thanking me for choosing Sears and telling me that the place of purchase wasn’t valid because it wasn’t Sears. The letter informed me that I had to resubmit the paperwork if I still wanted to participate. After calling the assistance number given the letter and waiting 10 minutes for a representative, I was told that the letter I received couldn’t be for the Tide promotion as there was no tracking ID (tracking ID was [protected] according to the letter) in the computer. The customer representative told me there was nothing she could do and I would have to resubmit. So, I resubmitted the paperwork per the instructions I received in the rejection letter (which they could not possibly have sent me according to the customer representative), including a copy of the rejection letter, a copy of the receipt and a copy of the stub I retained from the rebate form.

After waiting several weeks, I checked their online rebate site (www.sears.com/rebates) to see if the rebate was being processed; it wasn’t. So I once again called customer service and was told that there was no record of my rebate submission and I would have to resubmit. I asked to speak with a supervisor, who asked me for a load of information before telling me that the rejection letter was sent in error. She said she would pass it on and I could expect my rebate in four to six weeks. I had already waited more than eight weeks.

Today, some gal from Sears called me at work and said they needed more information before they could release the detergent coupons. She asked for some codes from the receipt, which I didn’t have with me at work, of course. So tomorrow I will take all of the paperwork I have to work with me and call Sears back and give them information that I have already sent twice by mail.

I cannot even begin to tell you how angry I am at the complete and utter disregard, with which Sears has treated me as a customer in this matter. I don’t know if I will ever see the detergent coupons they owe me, but I will never, ever buy anything at Sears again. What a dump.

Regards,

Bret

I recently sent this complaint to Sears.

Dear Sears Representative, 10/18/2006

I would like to express my deep dissatisfaction with your company. I purchased a Kenmore Dryer from you and it has a defective part. After speaking with 10 different people and getting the run-a-round all morning, I?ve decided to just fix the problem myself. I want you to be aware that all of my major appliances are Kenmore and that I have been an advocate of the Kenmore brand for years. Unfortunately, that will no longer be the case. I will no longer shop at Sears. As a holder of an MBA, I?m surprised that Sears feels they can afford to treat their customers with the disregard that I have experienced. Sears used to be better this. I have included comments from people who have had the same problem.
For the first dryer I owned, not so good anymore
by mrobbeloth , Jul 13 '03
Pros: Ability to clean king size comforters and Evenheat minimizes dampness
Cons: Somewhat noisy. Wrinkle Guard gimmicky. Not reliable! This Kenmore 63952 has served me and my wife well in the two months that we have owned it. It does its job and does not get in the way. I almost always use the Evenheat feature when drying my clothes, which uses two sensors to determine the drying time ... Read the full review

Disappointed
by kkauffman ,Mar 16 '04
Pros: dries well (when working), fairly quiet
Cons: unreliable, alarm not loud enough, lint hard to remove, noisier than expected I bought this dryer in the end of July of 2003 (Aug. delivery) and here it is March of 2004, only 8 months of light use. I have no kids and one other person. We do about 1-3 loads of normal clothes per week. The unit worked flawlessly until it just decided it would not run. You press the start button and everything spins but let go of the start button and it shuts off again. As a new home owner, I may also reconsider the "new" Kenmore line as well as the service times. (edited)
Update (10/03/2005): the board went out again! same problem 1 year and 1 mth later. I've ordered the new part through pcappliancerepair.com (part #8546229). I paid the 10% for a lifetime warranty. What is not mentioned by the "Service Flash" person is that you still have to pay $65 for a Sears rep to "validate" the Service Flash. Only the part is "free". It also takes about a week for someone to come to the house and THEN order the part. Kenmore will not get my business again.

TERRIBLE DRYER
by rayswank ,Nov 16 '04
Pros: None
Cons: Takes too much wattage to run. Fuses need to be reset often. The bad reviews are right on the money. The Kenmore Elite Dryer is a waste of money, and I will NEVER buy a Kenmore dryer again. After 16 months of use, the dryer no longer engages after the start button is depressed, and I found the problem out from the following website:
http://fixitnow.com
The Even Heat Control board is no longer functioning, and it costs $109 to replace it. If it's going to cost my family $109 every sixteen months to run this dryer, I give up! I discourage anyone interested in a Kenmore dryer to strongly RECONSIDER! You'll need a ten year warranty to keep the damn thing running.

If your dryer is broken, read this ...
by coppi2 ,Dec 02 '04
Pros: Very happy with dryer performance
Cons: Dryer has defective computer board
My dryer comes on while I push the button, but then turns off once I let go. I did a little research and found that the issue is with the Even Heat Electronic Control Assembly (part number 3978949). That part has been updated by Sears/Whirlpool to part 8546229, probably because of this problem. I called Sears and after about 6 transfers was able to determine from the parts people that there is a "Service Flash" on this dryer for this exact problem. The guy quoted the service flash as reading, "dryer will shut off after start button is released". Apparently, Sears will fix even out of warranty dryers for free if they were manufactured within a certain time period and fall under this service flash. So if you're having this problem, don't let them charge you for it and let them know that you know about this "Service Flash". Product Rating:

Elite not reliable
by stanpen ,Aug 13 '04
Pros: Great all around when working
Cons: Not Reliable. Expensive to Fix.
Having used Kenmore products all my life I was surprised to find out that my elite dryer stopped working after only one and a half years of light work. We only have two adults in the house and only do between 3 or 4 loads a week. When the start button is pushed it will run but when it is released it stops. Found out that the microcomputer needs to be replaced at well over $200 for parts and labor. I always thought Kenmore's were reliable and have always purchased their product. When I go out to buy a new dryer it will be the first time in over 40 years that I will look at brands other than Kenmore.

PIECE OF CRAP! KENMORE 63952
by aragedie ,Apr 23 '05
Pros: None
Cons: Even heat control board, Sears offered no assistance!
We had the same problem as the previous users. The Start button when pressed in refused to stay on and the dryer would not stay on. We called SEARS & were told 3 separate times that there was no SERVICE FLASH or recall listed on this dryer. Other than offering to send out a technician for 50.00 plus the parts and labor! Please call SEARS on this problem!If you have this problem and don't call them they cannot document it and start a recall! UPDATE: Called sears repair to see if they had the Even Heat Control Board. They couldn't find it in the computer! After 30 minutes on the phone they found it under ELECTRONIC CONTROL PANEL and I even gave them the part #8546229 (the new one) and it would not come up. It will only show up under the old part #3978949 and it will take SEARS 7-10 WORKING days to order it for 116.49! When the tech comes out Friday, he will have to order it as well and it will take 7-10 days! We are ordering this off repairclinic.com for 95.95 and installing it ourselves so we can get our dryer fixed ASAP!

Good Dryer, poorly engineered printed circuit
by WilliamF ,Dec 11 '04
Pros: Drys well.
Cons: Sears did not offer to replace defective part for free.
I owned this dryer for 18 months and was very happy with it. Then, one day it would not stay on when the start button was released. After doing some research, I found that the printed circuit board (Kenmore calls it the Electronic Control Panel) had a badly burned resistor. I spent about an hour talking with various representatives from Sears about the defective part, but no one could locate a service flash on it.
I found a replacement board (with a lifetime warranty, no less) on the Internet at www.pcappliancerepair.com. With shipping, it was $100. Sears wanted $50, just to walk in my door to evaluate the dryer. I replaced the part myself in about 5 minutes.
I used to respect the Kenmore brand. No longer. Any manufacturer can put out a defective product, but I expect them to replace defective parts at no charge. They couldn't even locate the service bulletin on it, even though this is clearly a common failure of the product.

Pure Junk
by philyou ,Apr 22 '05
Pros: None
Cons: Dryer is defective. Sears will not back this product. This dryer is defective. Has the same problem the others who have reviewed the product. Hit the start button, but the dryer will not stay on. Sears will do nothing to repair this defective product. This is my last purchase from Sears. Product Rating:

Sears experience with Kenmore Dryer Elite Model 63952
by justthefacts1 ,Mar 01 '06
Pros: Nice Capacity dryer
Cons: Dryer shuts off when start button is released. Defective part 3978949 requires part 8546229 Here is my comments recently sent to Sears on my experience with the Kenmore Dryer Elite Model 63952:
I purchased the Kenmore Washer 90 Series and the Kenmore Dryer Elite. I have had problems with the dryer from the beginning, but was able to keep using it, as the problems were sporadic.
Recently, I noticed the dryer overheating, and the dryer would not stay on after pressing the start button. After following the directions in Service Technician Trouble Shooting Instructions, I have been able to determine that the Even Heat Electronic Control Assembly is defective, and can only be replaced with an upgraded panel. To me that is a recall "Service Flash". I would greatly appreciate having this part shipped to me this week. The new part no 8546229 is the part that replaces the old part no. 3978949. Please review the following comments by other customers, some comments you may find disturbing for your product reputation, so I feel that it is important that you are aware of what is being said about your Kenmore product.

push the button, won't stay on
by jrallen81 ,Jan 10 '06
Pros: easy to use
Cons: broke twice in the 3 years I owned it.
Same problem as everyone else, although my problem is the motor relay, not the control board. Looking for a place to buy the part to replace it myself (thus saving a whopping $62 in labor, but I had to pay the $65 for the 5 minute Sears visit). The technician was nice, but other than that, stay away from this bum product.

Kenmore dryer Model [protected]
by mytwosons2 ,Aug 25 '05
Pros: I believe this model is now only sold on clearance
Cons: Will require numerous repairs
My Kenmore electric dryer (Model 63952) has been nothing but problems. Within one year of purchase Sears had to repair it 3 times under warranty. We've now had it for just over 2 years and it needs a new motor assembly (a $250-$300 repair) because it shuts off when you release the start button. We didn't buy the extended warranty so I guess we will be buying a new dryer instead.

Yours Truly,
Scott

Gallup, NM 87301

Received a new lawnmower from Sears - Edmonton as a gift - never worked properly - went to take it for repairs - oops Sears could not find it even though it was charged to the account - bill was shown - after a month of complaining - oops Sears made a human error - they apparently are humans - so off they took it - oh yeah I got no tag. So I get a call to pick it up and pay $42.00 yep its still under warranty but carbs were dirty - yeah right - brand new lawn mower - new geri can - must be me - the small piece of lawn we have takes 10 minutes to cut. Yep take to the nasty people at sears head office - they make your blood boil more. She informs me that if the same problem persists I will not get my $42.00 back. Yep and I have 30 or 60 (I'm not sure which one) days warranty on that work - oh great I have snow on my lawn so I guess I have to try and snow blow/cut it for that warranty - but they really don't care. Sears are great when you are buying and do not own up to their warranty. If the repairs would have cost $300.00 I would have had to pay it.

I purchased a 32" TV from Sears and it required home delivery. When the item was delivered the delivery truck hit my car and did not tell me. This accident was witnessed by 2 of my neighbors. I called Sears to complain and was treated with total disrespect. Since Sears subcontracts the delivery to New England Retail Express, Sears says this matter does not concern them. I tried to deal with New England Retail Express and was totally abused. Most of the time they did not even return my calls. When the denied my claim they did so via email - how classless! They would not even allow me to compare my car to their delivery vehicle and determine the facts of the incident. So not I have a new TV but a dented car! After a lifelong relationship with Sears this incident has left me so upset that I will NEVER deal with Sears again. As for New England Retail Express - they also own Dial-a-Mattress. I would totally scrutinize any delivery they make to your home.

On Friday, August 4, 2006, I had a scheduled appointment with Sears for service to my water softner. The water softner was bought from Sears, installed by Sears and has been serviced by Sears since I bought it. On the fourth of August a service technician came to my home to service the softner but instead broke it. He did not tell me the home owner instead as he was driving out of my driveway he told my son that we would not have water fpor 24 hours. I literally ran up the driveway after him and told him this was not acceptable because I have a medically handicapped husband who could die without sterile conditions and water. He replied there was nothing he could do call Sears.

My husband is a C-4 quadripeligic, who is on a bowel program, a bladder program and also has autonomic dysreflexia. All medical conditions are very grave and people who work with him need to be very clean and their hands must also be washed before touching him. He also needs a lot of water to drink so that he doeas not become dehydrated, which is common with quadripelgics. My husband's medical condition is documented and I can provide records from his many different doctors. Aside from this family tragedy, you can imagine how much stress I am under dealing with this relatively new injury and being his main caretaker.

I called Sears and begged for help. I pleaded and explained the medical urgency and necessity that we have running water in my home. I also explained their techniciamn broke the softner. After an hour on the phone and several disconnectsI became hysterical, cerying, screaming and begging for help. They continued to ell me that was to bad and I could not have service for twenty-four hours. I then called Sears Customer Service. I spoke to very nice gentleman who told me he would have to get his manger. He said he understood my frustration and would try to provide me with some help. The woman who took the call gave me the same answer as everyone else. When I asked if she understood the graveness of the situation and the medical jeapordy they were putting my husband in, she became huffy. She told the young man to hanfg up on me and the call was over. She said, "Ma'am if you have a problem call 911."

I was on the phone with Sears for 2 1/2 hours. I can not believe how insensitive they were to our situation. Mostly, I can not believe how rude and unprofessional they were. I would like to know how they would handle the situation if it were their loved one? No one was concerned about the medical condition of my husband or the stress they were causing our family.

Meantime, I heard from Sears again on August 7, 2006 when a part was delivered. Then I heard fro them again on August 9 when another part was delivered.

I purchased a refrigerator fro sears 3 years ago. Had 9 servcie calls to fix a faulty ice maker with the incompitance of the sercvice dept. I still have this problem, which started 3 months after the purchase of this product..to date. It still isn't repaired and now that the warantee is over... I have to live with this problem... I think the service department does not have qualified techs and I think that this will become the downfall of Sears... I personally will never purchase another product from Sears again...

Thank you

I purchased a high end lawnmower at sears and the sales person (some 19 year old kid) had good knowledge of the product and sold me on the mower. I asked him about returning it if I don’t like it, he said no problem you have 30 days just keep your recite and keep the mower in good condition nothing about a restocking fee of $54.00 nor does it say anywhere in the store about a restocking fee. Well I didn't like how the power drive worked so 10 days later I returned it. Then I was made aware of the restocking fee, made a stink and they got the dept manager over to talk to me. He says our restocking policy is printed on your recite so I looked and it was. That’s a great idea sears I have to purchase it first to read the return policy, something is wrong with this picture so I call the store manger and he was busy at the time and would return my call ASAP it's been 2 months and no returned call yet. I understand why the policy is in place BUT TELL THE CUSTOMERS BEFOR THEY BUY IT, NOT AFTER!

Needless to say I disputed it on a sears card and they found That nothing was wrong so the bill for $54.00 still is not paid and never will be or maybe at .50 a month. It's not the money it's the principle of it all. (IT SUCKS AND so does SEARS) sorry you lost a loyal customer that has been with you for 25 years...

Baton rouge, la - purchased a carrier central heating and a / c system from sears in august 2004. In the past three months i have had nine service calls for the same problem which is the system is pouring water from the system which is housed in a storage closet in the hall of my home. Because of the constant water, the drywall in the closet is ruined, the carpet outside the closet is stained, the carpet in an adjoining bedroom closet had to be torn out because of standing water which ruined shoes, purses, etc. To date we have no resolution. Sears continues to send repairman after repairman for the same problem (Nine times in 3 months) with no result. Then they claim they are not responsible for any damages incurred. I am a 75 year old woman and they told me i would have to hire a private contractor to estimate the damages and maybe they would cover replacing the carpet outside the closet, nothing more. What on earth do i have to do to get this unit fixed or replaced? It is under warranty for 13 more years, i make my payments monthly to sears for the system, i just need some help!

Sears Canada. Wanted to purchase a top of the line carrier gas furnace and air conditioner and finance it with 2 years no interest. Needed 10,000 limit, sears gave me 3,000.

I was told the reason I was not approved for the full amount was because my credit cards had high balances. I immediately paid off all my credit cards to zero.

They still refused to increase my Sears card from 3000. They told me they couldn’t tell me why, only that it’s something on my bureau. My bureau could not have changed since their first inquiry. I am not a credit seeker.

I was told by Stephanie who answered my call (after she spoke to her boss) that it didn’t matter what I did, they would never ever increase my limit to more than 3000. That was the wrong thing to say.

I said thank you, please close the account.

I hate wasting my time after following their instructions. I know the credit bureau would not see the cards paid until they have a new report, I brought this up at the beginning and was assured that as long as the cards were paid off (I did pay them off,) there would be nooo problem approving me for the full amount. Now I have lost money in another investment to pay off my balances, and had a useless credit check against my bureau for absolutely no reason. Sears has already arranged with the gas company already to bring in a line to my house (I’m on oil right now,) I will have to make arrangements with them to cancel the arrangement.

I have told my salesperson at Sears to cancel my order with them. I should have gone to home depot.

Thanks for listening, I hope someone reads this and learns something from it. On a sad note, the salesperson was actually very professional. He was nice and understanding. I’m sorry he won’t get the sale. In the future I hope Sears provides more information to their salesreps about qualifying a customer for financing before wasting the customer’s time.

The unusual thing is, my credit is not bad, I can afford the product, I have a great repayment history. I will probably get the money from the bank and go elsewhere or put it on one of my now empty credit cards. I guess they really don’t like to give the 2 years equal payments with no interest.

Still living with my crappy heat and a/c,

Scott

I carried my tv (sylvania, model 6720FDF-A) to the Sears store #3216, where I purchased it for repair. I was told that the tv would be repaired and returned to me by the 15th of September, today is October 6, I have yet to receive my tv, repaired or not. I always thought that Sears backed the products they sold, but I have found out that they do not back anything, my opinion, that they sell. If anyone wants my opinion of Sears, I am afraid they would not get recommended at all. I would suggest they go else where to buy anything. I would not trust Sears to stand behind anything they sell.

Upon returning from a week long vacation we discovered our new 6 month old Sears Trio refrigerator stopped working. The freezer section was fine. Everything in the refrigerator section had to be discarded. We called Sears, [protected] (July 15, 2006) for service as the product was under warranty. We were told they could have someone there on Tuesday - July 18th, 4 DAYS LATER! This infuriated me, it's the middle of summer, and we have no refrigerator for 4 days. The service technician arrives 4 days after our initial call only to tell us we need a new motor, which he doesn't have and he'd have to place an order for the part. I asked him if he has dealt with this problem before and he tells me yes, it is common with this particular model refrigerator and Sears has since replaced the newer models with the motor he has to order. (MY BLOOD PRESSURE IS RISING!) I email my complaint to Sears that night (7/18/2006) via their web site. "If a consumer has to wait 4 days to have service on a refrigerator and Sears is aware of the service problem, why wouldn't they send a service technician with all the possible parts that could repair the consumer’s problem? Especially a problem that Sears knows is common with that particular model refrigerator” I requested a phone call response to my email. Instead Sears sends me an email response the following day, thanking me for my suggestion. I phoned the customer service department to complain again on Wednesday 7/19/2006. Response: “We understand your frustration and our records indicate the part required to repair your refrigerator is being shipped today (Wednesday). When you receive the part call the service hotline to schedule a repair.” (BLOOD PRESSURE RISING HIGHER) The next day the part arrives and I call to schedule a repair. They will be able to send someone on Saturday - 7/22/2006, between 8 am and 12 PM. (We have been without a refrigerator for 1 week now). Saturday morning I get a call saying the service technician had an emergency and they need to reschedule service on our refrigerator. The first available date they can come out is Wednesday, July 26th! I lost it and said a few nasty words to the phone representative, which I regretted at the time. I asked her to connect me to her supervisor and she responded “I don’t have a supervisor.” I asked whom she got her orders from and she responds “from the computer.” Again she says "our first available date for service would be Wednesday, July 26th, is that good for you?”. My response: “NO I demand service today and explain that we've been without a refrigerator for a week.” Again I ask to speak to her supervisor and again her response was: “I don’t have a supervisor”. Then I ask to speak to the person who told her to call me. Response: “I get that information from the computer”. Okay then I say, let me speak to the person who gives you your paycheck, or do you get that from a computer to?” Her response: “As a matter of fact I do get my paycheck from the computer. Would you like me to schedule you for a repair on Wednesday, July 26th? I respond: “NO” and slam the phone down. (I don’t regret the expletives I said to her initially) I immediately call Sears home repair 800 #, and ask the representative to connect me to her supervisor because I know she won't be able to help me. She responds that “supervisors are hard to find on weekends” but she'll connect me to that department. After a few attempts she connects us to another department. We waited for one whole hour for someone to answer our call, listening to a recorded message saying "thank you for your patience; someone will be with you shortly". After one hour of listening to this recorded message we were disconnected. We never spoke to anyone. We then decided to call the Sears store where we purchased the refrigerator. The salesperson listened to our complaint and assured us he would have a customer service representative contact us immediately. Someone returned our call within approximately 10 minutes and said they would change the service date to Monday, July 24th! It is the best they could do. I'm so frustrated at this moment I feel I have the strength to haul this refrigerator on my back and carry it back to the Sears store. Instead I came to my senses and found this site to vent. We could have called a local appliance repair person a week ago and had the refrigerator serviced and running but why should we pay someone else? You can bet we won't be purchasing an extended warranty contract from Sears once the warranty runs out. In fact I will never purchase another product from Sears every again! Thanks for allowing me to lower my blood pressure by posting my complaint. MG.

I am an attorney who represents a Maria Sealy who has for several months tried to clear up an Sears Home Improvement debt charge off that is apparently now carried by Citicards, in Kansas City. Despite repeated phone calls and letters both from her and from me we have gotten no response.

How can we get a HUMAN BEING to respond to clear this matter up. It is SERIOUSLY affecting her credit.

I had a new central air conditioning unit installed by Sears in my home in June of 2002. For some reason, it shut off. I was thinking maybe the condenser pan was full of water. (it happened a couple of years ago) This time however, it was 100 degrees here in Washington with a heat index of 105. I called Sears on Saturday, July 15 and was told to call back on Monday July 16 and someone would call me a let me know when a technician would be coming out. First of all, it's really unusual that you all don't have 24 hour emergency service. The water company, gas, electric and local telephone companies all have this service. Heating and air is vital for survival for some human beings like my mother who is a senior citizen, diabetic and high blood pressure among other illnesses for which she takes medication.

By 10:00 am, I had not heard anything from Sears, so I called them, the person who answered the transfered call, told me that someone would definitely be back in touch with me that day. I had to stay in a hotel, because the thermostat on my a/c unit had gone past the 90 degree mark. It was truly unbearable. I got no call on Tuesday and I called again this morning (Wednesday, July 19) only to be told the same thing. As soon as they locate a contractor technician for my area, they would call TO SET UP a time as to when they could come out. Still just waiting for someone to even call and THEN have to actually wait for them to come out, which could be another 3 days or so. I had to drive my mother to her sisters house in Maryland, so she wouldn't be in the heat. There was not enough room for me, so I stayed at a hotel and left from there to go to work. I truly know that summer is the peak season for air conditioning repairs, etc., but not even get a call back since Saturday? HAVEN'T FOUND A TECHNICIAN YET? This system cost me $9,700 and now I can't get anyone to even call me back let alone show up to help me. I still have part of the free 5 year service maintenance left, so maybe that's why. It's free.
The lady I talked with this morning told me that I could have someone else repair it and as long as they were licensed, they would reimburse me. She said she would email me a letter stating all of the criteria, and that I would received it by noon today. Well, it is now 4pm and I haven't even gotten that yet. When get they invoice from the technician that will repair my system, I am just going to fax it over and I full expect to get reimbursed, despite the fact that I was told that the estimate would have to be approved. Why would it have to be approved by a Sears technician? The lady I talked with said to make sure it isn't some far fetched figure. What it costs to get fixed, is what it costs to get fixed. How can Sears not approve something when they don't even know what is even wrong with the a/c? Even new cars, still with the paper tags on them cut off, so just because my unit is only 4 years old doesn't mean something major won't happen to it. So nothing is far fetched, as long as it's a legitamite estimate and receipt. This is really getting out of hand. I guess they haven't been without air for 5 days with the temperature in the high 90's and 100 degrees. No one should have to wait 5 days for a simple phone call.

I also fully expect to have another year added to my service maintenance, since no one has shown up. I should not have to loose a year due to your poor service.

When I start shopping around for a company to set up a service contract with, you can believe me, it won't be Sears. Now I wish I had never purchased my air conditioning unit from you. You have my money and now I get no service.