Sears
Reviews and Complaints

I have been saving up my ShopYourWayRewards points for quite some time now. I saved $322 points, and was informed that I would lose $68 of those points if I didn't use them by 9/29/18. I had my eye on the exact television I wanted, and it was available. I decided to make the purchase sooner than I had originally planned, rather than lose the $68 in points.

The website did not cooperate with my purchase, so I called the ShopYourWayRewards number and was assisted by a very nice woman. She helped me make the purchase, using the points and my Sears credit card. The purchase was made on 9/29/18, and I was told it would be delivered on 10/9/18.

I received an email giving me the delivery date, but never received a confirmation that it was actually shipped (no tracking number). On 10/9/18, the item never arrived. I called the next day and was told they would have to research and it would take 48 hours before they could get back to me.

The next day (10/11/18), I got an email saying they needed 48 more hours to get back to me. I was never called by Sears in any way, shape, or form. Every time I got more information, I was the one making the call.

On 10/13/18, I called again, and was told that the television I wanted was lost in the shipping department, they would not be sending it to me, and they required me to cancel the order. I had no say in the matter, they were cancelling the order and I was told that if I wanted to re-purchase the television, I would need to wait until the refund came through onto my credit card. Also, they would refund me all the points, and they "would not expire" and "promised" me that I would be able to buy the same television, and it would not be lost again.

I finally got the refund on 10/26/18, but $68 of my points will expire at the end of the month. These are the points that were "guaranteed not to expire". For anyone reading this who isn't keeping up, they gave me one week to make a new purchase before losing the points that were "guaranteed" not to expire.

So, knowing I need to use these points soon, I go onto the website and find that the television that I want is no longer available. In fact, if I want to purchase a television of the same size, the closest thing I could purchase is about $300 more than the one that I originally wanted (and not the same brand!).

Now, the original item is out of stock, however it never stated that there was limited stock.

I had a chat online with another Sears employee who told me that the inventory is updated every day, so I should keep checking, and it should be available at some point. At that time, I requested the points to be refunded as money onto my credit card, and was told that they could not do this.

So, I know this is long, but if you've stuck with me this far, here's a quick recap. Sears advertised a television for a great price, and did not list it as having limited quantities. They took my money for the item, then refused to ship it to me. They told me that I could purchase it again, if I wanted, but I need to do it before the end of the month, and now the item is not available to purchase at all. Bait meet switch.

I have gotten ZERO assistance with this from Sears. Just "don't worry, we guarantee, we promise..." blah blah blah.

Now, the seller is no longer listed on the item as "Sears", but it was previously. So, even if this item becomes available, I won't be able to use the $322 points that I earned.

I am a Sears home warranty customer from a long time. Even tho they have high price still I am sticking to Sear to have some peace of mind. But `it's not happening, they are giving really a hard time from past 6 months to finish my Refrigerator Ice Machine complaint.

Refrigerator Ice Machine first complaint placed on March 14, 2018. Service Order # SCCL3MB5PK. Past 6 months they scheduled 9 plus appointments and 10 plus reschedules, but still, they didn`t fix the problem. Every time a technician comes and orders a new part, schedule another appointment and comes back again and replaces the part and says its fixed. But my Ice machine never got fixed. Complained to customer service many times, but no use at all. Always they keep me on hold for 30 minutes and disconnects the call if I reach again it goes to another customer associate and again I need to explain the whole story.

I am sick of it, are they doing any charity service for me? they are testing customer patients level. They are no place to escalate this issue, finally, I got this online board. Hopefully, it goes to the right person and they take quick action on this.

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Purchased this Kenmore Elite Refrigerator on 12/30/2013 for our first home. Didn't start using it until 2/5/2014. All was good until the afternoon of 10/1/18 when we noticed that the food in the freezer was thawing. The morning of Tues., 10/2 we woke up to find water on the floor. Called and reported the issue and a technician was dispatched on Wed., 10/3. Order # [protected]. So far, all was good save for having to transition all the food, etc. from the fridge to FIVE ice chests. Pretty good response (5 year warranty in place, BTW). Back to the fun. A seasoned field technician (subcontractor for Sears, important to note) arrived Wed., Oct. 3rd. After his troubleshooting, he determines that our compressor in our 4 years and 8 month old refrigerator had dies; that we would need to get FOUR parts ordered to fix; no timeline on when the parts would arrive. Hmm.. Oct. 4th, 2018 - you will see in the screen shot I've uploaded that I receive an "Urgent" note from Sears saying they cannot process my re-order for air and water filters (which I order three at a time). Nice. Oct. 9th (one week later) receive a UPS notice that 3 out of four packages have shipped from Sears. Updated alert 10/9/18 from UPS: you have a new SCHEDULED DELIVERY DATE. By this time I have thrown away at minimum $300 of frozen foods (We buy our meats at Prather Ranch - organic - go ahead and make fun - I care about what my Wife and Son ingest) and cook as much of the food we have left. 10/10: Receive a notification after SEVERAL calls into Sears (do NOT call after 5p PT; you will be routed to a call center which is level 1 at best, meaning, they do not have the tools, ability or are empowered to "make things happen" other than to open or update tickets) that we have a technician scheduled to come out and install our broken compressor on OCTOBER 16th, 2018. Between the hours of 8a-12p. Settle in, these are the good parts: We have lost over $400 in medication, we are living between coolers and take out and we are praying to the kitchen appliance gods that we can get an appointment earlier. My best friend and wife somehow reaches someone who can actually navigate the "Sears Waters" and points us to the web to reschedule for Oct. 12th. YES. no. That was for a technician to [censored], not install. After two more calls into Sears "CUSTOMER SERVICE" we are able to get our original 10/16 appointment. 10/15: Email and alert confirming our 10/16 appointment. 5 year old son to Dad: "What's wrong with fridge, will a hug fix it?". Curse, you, Sears. But silver lining. Ok - big day - 10/16 is here! Technician arrives within the four hour window, starts to get to work, and? one of the 4 parts they sent was faulty. Wait! He has a mobile phone.. he calls someone, and... They just so happen to be in the area and have the part we need! Yes! Part arrives, installation complete save for the bent metal the back of our fridge has now as it seems the cover has been "forced on". Hey, am from the school of "whatever it takes". AM also from the school of "due diligence" and "pride in work". I digress. Technician gets up and states ..."put a bottle of water int he freezer, let it sit 24 hours, monitor the water". We ask "what happens if it doesn't work?". Answer: "give us a call". I get home from a trip at 9:45p PT, Work on the Kenmore ELITE completes at 1:20p PT earlier in the day. It's warm inside. Water temp seems warmer than when my wife puts it in. Let's give it overnight. The refrigerator seems to be humming a bit louder than usual and vibrates. My 5 year old thinks that's funny. Today, 10/17/18 at 9a PT my lovely wife who, seriously, try going without a refrigerator for a few days, or 2+ weeks, calls into Sears and YES: we can have a technician in the area (Cust. Service Rep who was awesome) swing by today. Empathizes with us and truly helps us. Technician Arrival: 10/17/18 @11:45a PT. Hey! It's the same tech who diagnosed our compressor issue. He has someone with him. Calling in the big guns. Positivity is high. Asks us to open windows as there will be gas or fumes that will be expelled when performing the following test. Take son to backyard, dog outside, hoses plugged in. Pulls it out, sits down, headlamp on, compression testing tool out, and... "Seems as though the compressor is functioning, however, there is a hose that leads.. this is like a car's radiator, there are coils and a hose that feeds in, then it feeds out. For this refrigerator, the hose feeds out to an "EVAPORATPOR". The evaporator … " and it trails off. Another part? Without thinking, I ask "Hey man, you are the guy that originally came out, troubleshot this and determined that we had a compressor issue, so how do we really know if this new part will fix this?". Technician: "90% of the time these are compressor issues. You come out, you replace them and it's fixed". Me: "So we are the 10% who continue to go without our refrigerator.". Look - I live in San Jose, CA and have a good job, loving family and am not struggling. I know what that is. But when you spend north of $2, 799 in 2013 for something you've come to know to work forever (I know, ignorance is bliss) you reach a breaking point. My first job was installing layer 1 network cables all over buildings before a thing called "WiFi" came along, and along with that, you had to test any and all aspects: connectivity, attenuation, etc. My point is: We are at least 3-5 days (according to the technician) on getting this thing fixed, maybe. SUMMARY: I think I know of at least one reason why Sears is on the brink of following "x" unless they can figure out a compelling eTail play. But I know a thing or two about doing business. Service Level Agreements are as good as the detail therein. I think we've talked to many Sears employees (27). There are some awesome human beings who do help. But by and large, a bad taste in my mouth is from the overall experience and how my family was treated, despite what the FIVE YEAR WARRANTY states, they are not adhered to. And if this is the beginning of the end and how things will be moving forward with Sears? Ok, but damn. Fool me once, shame on you, fool me twice, shame on me. DO NOT: Buy anything Kenmore Elite (and side note, if you're thinking of making a big investment like a refrigerator or a car or a blender, call into their cust. Service center BEFORE purchasing). Heard the chatter from all the folks we spoke with as well as the salesman and reviews for the new refrigerator I'm mentally preparing to swoop based on a lack of trust on Sears fulfilling the T&C's of the Warranty I Purchased. DO: Proactively think about replacing anything Kenmore Elite or Kenmore or … from Sears in the last 5-7 years. And DO: Recognize that my generation, and hopefully those that follow, will inspect closer on who they do business for long term investments. Geez, I sound old. THANKS SEARS, THANKS KENMORE ELITE

Dear Sears
I have been a client for many years and I have really been unsatisfied with this situation.I place an order online and receive a totally different product. I call the customer service and the solution they gave me was to return it to the nearest store. Cause someone made a mistake with my order I missing the offer, the points for the purchase and my time .The can offer me a better solution.

Order number
#[protected]
Sales number
[protected]

We have been a Sears customer for over 30 years and have maintained a service agreement with them on all appliances. Requests for service had been very good until the last year. We have had issues with robo-calling multiple times dailey to renew service agreements, though none were expiring for over a year. Each time we answered a call we told them not to call anymore and to mail extension offers. This was a waste of time, because the calls still continue.

Our microwave broke in August (case#[protected]). 3 weeks later tech arrived and ordered parts. Parts arrive, appt. To repair 3 weeks later. Appt canceled, resched7uled 3 weeks later, tech arrived and claimed all the parts he ordered not there. We Called the service dept. And verified that part ordered that day was not on original order? The tech knew he needed more parts without even touching the microwave, he scheduled next appt 10/24, but assured us when the part arrived we could get an earlier appointment.

The next day we got multiple robo calls and emails to cancel the 1024 appointment. We called and appointment resch 1026. The next day emails and robo calls started again to reschedule. Called and told 1026 appointment was not available and we needed to reschedule but could not be done due to scheduler being off. I was told the scheduler would call me within 2 days. I told associate we did not want anymore robo calls or emails. 4 days later I got a text. Appointment is now scheduled for 1121!
Microwave will be broken for 4 months IF they don't cancel that appointment.

Sad to say we just purchased over $5000 of new appliances from Sears. Needless to say we will not be purchasing a service agreement with Sears for these appliances nor will we be extending our current contracts.

We have not had a working refrigerator since June. We purchased all of our kitchen appliances through Sears. The refrigerator and trash compactor were lemons from day one. We ended up purchasing the Sears Home Warranty through Cross Country after the manufacturers warranty was up. This refrigerator has had 3 motors replaced and on the 4th one, they said they would replace the refrigerator. I received 2 offers. The first offer the refrigerator was to small (we have it built in). When we received the second offer we accepted the refrigerator. Finally received it and it was not working. The refrigerator would not cool. When we called Sears they told us to call GE since they would now be honoring the manufacturer warranty. I called GE and was told that they do not make the Kenmore refrigerator. We were sent the wrong refrigerator. We didn't question it because we assumed GE made Kenmore and Kenmore puts their name on it and Sears kept referring us back to GE. We have sent several emails and have made several phone calls. We finally received a call yesterday 10/10/18 from Cross Country Warranty. They said we accepted the Kenmore refrigerator so now we need to have it repaired. They have set up a repair date of 10/17/18. We expressed our disappointment to receive a new refrigerator that already needs repaired. We asked for the GE Brand as offered to us and they said there is no way they can help us. Remember it has been since the second week of June. This is not satisfactory service. I have attached the offers. Would any one be ok with a broken refrigerator that is not the one that was offered? I tried to add attachments but they are not pictures so they would not work. I would be happy to forward my correspondence to you for review. Please Advise.
Scott and Jeanette Feser
[protected] or [protected]

This washing machine does not live up to all it is suppose to do! Can't use more than a Tablespoon of laundry detergent. If not running through the rinse two times, the dark clothes come out with soap streaks. I have had this washer less than 1 month. Highly dissatisfied! I purchased it at the Sears that is closing and under liquidation. What can I do?

For at least a few weeks Sears.com had advertised a 49 inch Samsung TV for $69. Obviously it was a mistake. It stayed up though so I decided I was going to order one. To make a long story short I talk to at least eight people, four of which I could not even understand. The first lady said I would get the TV at that price. The second lady said I would get the TV at that price. From there on out I have been hung up on and treated very badly. I have documentation for everything including the website page that shows the TV for that price. I also have transcripts of all of my phone calls. It is safe to say that me being a customer and seeing that price for this amount of time I should get the TV at that price. Any help you can give me would be greatly appreciated. I just want Sears to be fair and honor their mistake. Thank you very much.

On August 18, 2018, the night my family returned home from vacation, our 3-year-old Samsung 48" tv turned off and wouldn't come back on after only a few minutes of use. Our sound bar operated fine and the tv's lower right light blinked off and on several times in response to the tv remote's command, but the panel remained black. A Samsung customer service representative tried talking me through some things over the phone, but nothing worked. He then recommended I try the customer service of the company we bought the tv from (Sears).

A day or two later, we reported our issue to Sears customer service. We were able to schedule an appointment with a Sears technician from a center located in Bridgville, Pa (about 35min from where I live). The technician came to our house the following week. I told him what had happened and he looked the tv over. He then called a Sears repairs number where he was instructed to order a new circuit board. The technician scheduled a new visit with us for about a week later when the circuit board would be mailed to our address and he could come back to insert it. I had to reschedule it, though because the circuit board arrived at our address a couple days after the original appointment. When the technician arrived a second time, he replaced the circuit board with the new one. This procedure did not work and the tv continued to be unresponsive.

The technician called the repairs number again and was instructed this time to order a new power supply. The technician offhandedly remarked to me that they should've had the power supply shipped the first time. Once again, we scheduled another appointment with the technician about a week away for when the new power supply was expected to be shipped to our address. When that date arrived the technician put in the new power supply that we got in the mail. Again, the tv remained unresponsive. The technician consulted his superiors a third time and he was instructed to order a slew of new tv parts. The technician explained to me that they were basically replacing most of the inside of the tv.

At this point I realized the technician and individuals he had been consulting had no idea what was wrong with the tv and were engaging in a protocol not unlike trial and error. The technician seemed to disagree with the orders he had been given and sympathized with our predicament. He gave us a Sears customer service number to call in which we could try to appeal our case and request a new tv altogether. He said it was unlikely it would be allowed, but worth a try. Meanwhile, we scheduled a fourth appointment another week or two away (September 20). With many parts expected to ship to our house. A whole new tv panel was one of the new parts the Sears repairs people prescribed, but it was too big and fragile to go to our house so we were told it would be sent over to the center in Bridgeville.

My mother was starting to get frustrated and called the number we were given the next day, but Sears wouldn't discuss the matter with her because the tv was bought with a credit card with my father's name. He then called them, explained the entire situation thus far to a representative, and that we wanted to request a new tv replacement. He was told we would have to wait several days until it was determined we could get a replacement. After several days past with no answer, he called them back. Sears said they made up their minds and that they would replace the tv, but that they still had to determine the dollar value of our tv (which would take another 3-6 days). Once again, Sears did not contact us back. My father called again and we were told we could get our broken tv replaced with a 2017 Samsung 50" 7 series 4k tv and the continuation of our original warranty. The new parts that were going to us were then cancelled.

After a period of about 1-2 weeks, we received the new tv in the mail. My brother and I unboxed it and found that the frame of the tv had 2 cracks at the bottom near the center. My father contacted the same Sears representative who discussed the new tv we would be getting and we were instructed to send him a picture of the damage. We did so and then repacked the tv and set it out by our front door to be picked up. It was picked up later in the day after we put it out (October 5). No one from Sears contacted us back about replacing the broken tv. My father called Sears again Oct. 8 and found out no actions had been made to send us a new tv. The representative told my father to wait 24-48 hours to hear back what was happening next. No one called us back in that time period so my father called them again Oct. 10 (today) and was told we have to wait 7-10 days for 2 Sears departments to discuss our situation because of the extra factor with the broken tv we received.

It has now been nearly 2 months since our tv broke and nothing has changed. Sears became aware of our situation around August 20. In that time we have had to unpack, repack, and prepare for shipping two boxes of electronic parts and a whole 50" tv set. We have made dozens of phone calls to Sears customer service while they have made none back to us. It is starting to feel like we are doing more customer service for ourselves than they are for us. All this and we have a "5-year In-shop Master Protection" warranty with Sears for the tv that cost $89.99.

We placed an order on 9/23/18 for a dishwasher and stove. On 10/05/18 we receive a call from Nick at the Pinellas park location lettings us know that they would be delivering our items on 10/06/18 between 1:30-3:30pm.

We got the old appliance unhooked and ready to be taken. We received a call from the delivery guy at 330 letting us know that he was running behind and it would be another couple hours. 530 came around, no delivery so we call the delivery guy and he said again he was behind and it would be another couple of hours. well when he still didn't show up by 800pm, we called the delivery service at they told us the deliver guy hadn't checked in yet and for us to call in the morning.

We called sunday morning 10/07/18 and we were told our appliances would be delivered that day between 130-330. So we waited. When 330 came and still no delivery we called the service and now they are telling us they do not have us scheduled. We called the Pinellas park store and was told "we don't even deliver to your area until Tuesdays, I said well nick at your store is the one who told us Saturday and the response was "well I don't know why he would tell you that".

We have been calling that store to cancel our order since Monday. We did the lease program and that requires the store to actually cancel the order, so then tempoe received the cancellation, then they can process the refund. We have made 3 payments for appliances we do not even have. We STILL can not get anyone to cancel our order, and the people at the store continue to blow us off.

As of right now, this order STILL has not been cancelled!

Hello I bought a home warranty for Sears last January. In June I called them because the icemaker in my LG refrigerator wasn't making ice. The tech came and I paid the $75.00 fee and he ordered the ice maker. When the ice maker came in he came back and installed it. It worked for about a week and then stopped working. Now my freezer isn't freezing things. I called them in September and made another appointment for them to look at why my freezer isn't working correctly. Again I paid $75 and the tech just adjusted the temp on the outside of the fridge and left. Now my ice cream is like milk and it's ruining other food. In addition two of the drawers have broken and don't pull out correctly. I think since I have already paid $150 for repairs I should not have to pay again, I want the darn thing fixed.

Also we had someone look at our dryer and they fixed it. Now the dryer heats the entire laundry room like a sauna. There is also lint crawling out of it. I have to say I did pay $75 for them to look at that also. I can't find any phone number to call. Everything I do leads back to making another appointment and another $75.

I want my appliances fixed per the agreement and I should not have to pay for yet another service call.

Our Refrigerator stopped working on 9/1/2018. It is 3 years old so I called a repair service that received excellent reviews. He came out and told me the compressor is bad, but it is still under warranty. It has a 5 year warranty but you will need to go thru Sears.

I called Sears to setup an appointment. I explained the situation to the man on the phone. He setup an appointment for 9/11. He also assured me that the tech would have the part on his truck.

Tech shows up that morning and proceeds to sit in my driveway for a half hour talking on the phone. This guy had an awful attitude. He hated his job and Sears. He struggled to perform simple tasks and generally didn't seem to know what he was doing. He said he would order the compressor, sorry we never carry parts on our trucks. He did offer me $500 dollars to skip the repair and purchase a new fridge. This was $2500 refrigerator. I said no thanks. I paid 60 dollars for a trip charge and had another appointment for 9/19.

I called on 9/12 to confirm that the parts had been ordered. The Rep said it was too soon to tell to call tomorrow. I called again later that afternoon. The Rep said yes the parts are on order they would be shipped to our home.

I called again on the 9/17 since I hadn't seen the part. The Rep told me the tech would bring the part with him when he came on the 19th.

On 9/19, the tech showed up. He didn't have the part and he had no record of the first guy ever being there. He thought he was there to diagnose our problem. I explained the situation and he called the office. After 15 minutes on the phone, they found the first visit and were going to waive the trip charge. VERY Nice of them. Then this tech diagnoses the issue. He orders a compressor, evaporator and a filter. He said it didn't look like the first guy trouble shot things correctly. He scheduled an appointment for 9/28 to come back out. He said sorry they never carry any parts on the truck.

I called on 9/20 to see about expediting the part shipment and moving up the appointment. They said they could not expedite the shipment but the parts should be there on the 25th. He gave me an appointment for 9/26.

On 9/25, three boxes showed up on our door step. The one box was not taped. It just had the flaps crossed to keep it shut.

On 9/26 the tech showed up. He too seemed unhappy with life. He checked things. He didn't understand why the evaporator was ordered and he said the compressor they sent was wrong. The compressor box had two different part number stickers on it. He happened to have one in the truck. Huh? Thought they never had parts in the truck. After 2 hours all the parts had been replaced and the fridge was cooling.

The fridge seemed to be working fine until 9/29 when all the ice melted in the door. I called to complain. The only appointment left was 10/5 from 1 to 5.

On 10/5 no one had shown up by 4PM. I called Sears. They assured me that he was on his way. I called back at 5PM. The rep said that he had already been to my house. Huh? I asked to speak to the supervisor. The supervisor put me on hold to call the local dispatcher. Huh? First Rep said that wasn't possible. Then I was disconnected. I tried calling back, while I was on hold someone was beeping thru. I switched over. It was the local dispatcher. The dispatcher patched me thru to the tech. He said he was running behind that I was next on the list. He would be there in about 30 minutes.

An hour went by with no call or tech. I called back again and asked for the supervisor. They said the tech was here at 3:15 and no one answered the door. Our front door was open all day and I was sitting in front of our picture window which looked out on our driveway. Also the three other times a tech came, I received an email and a phone call before the tech arrived. The supervisor offered an appointment on 10/9 and $50 in Shop Your Way Rewards so we could get a mini fridge. All of the Sears by us are closed. We argued with them for a while trying to understand. In the mean time our 10/9 appointment was filled.

Now we have an appointment for 10/10 from 1 to 5. We need a fridge! I have no confidence. You know the tech is going to come out and have to order another compressor. We don't know what to do here.

At the moment I do not have model number, we purchased a stainless steel dishwasher from Sears maybe 7 years ago, my circles have also fallen off. Didn't think much of it till I started reading about this. I purchased the dishwasher since it had good reviews from Consumer Reports but a few years ago the buttons fell off. It's been a great dishwasher working. I'm selling my home so this has me worried.

Bought this to lift my jeep in preparation to put snow tires on once the time came. I tried to use it this past weekend and since my jeep has a 3" lift in it the jack is too small add doesn't lift it. I take it to the store and was told that since it has been over 30 days (it has been 41) that they could not return it or exchange it for one that would work. I even call the 800 number and plead my case to people that were very nice, but not able to help. Crazy because its not like I was able to use it, I have all the original packing, and it is only 11 days past the cutoff. What is even crazier is that the one I need is $100 more and since I need it I have to pay that much, but can't in good convince myself to give Sears another $ of my hard earned money. This is the company that I buy (use to) all my car parts, tools, kids clothing, household goods (exercise equipment, appliances, beds, etc) and this is how they treat me.

I purchased a new fridge on Wed, Sept 12. I paid for expedited delivery for Fri, Sept 14th. It was delivered and never cooled off. By Monday, Sept 17th- I called the care hotline to report this and get an exchange for a new one. My delivery date was changed 2 times and I took off of work each time to be there for the delivery. On the second time it was to be delivered, I called the night before to confirm this delivery and needed to know what time to be home. It was only then that I was notified that the date was changed AGAIN for the third time, Friday Sept 28th. I insisted something in writing stating with the new date which the delivery department stated they couldn't give me. ( at this point I had gone 14 days with no fridge.) I asked to speak to someone to address my concerns and they gave me an address to write a letter and said there was no phone number available. I find that quite convenient that nobody will hear me out, give me any type of discount for the inconvenience, refund my original expedited delivery, refund my loss of food assuming my new fridge would work, or try to expedite my exchange on the new fridge. Instead I was given the run around, transferred back and forth from different departments and was never given any compensation for the hassle this caused me. I will NEVER buy another Sears appliance again.

oder info:
[protected]
salescheck#:
[protected]

Today, October 3, 2018, I contacted. Sears Appliance Repair, for my refrigerator.
It completely shutdown and was not working.
The call center representative gave me an appointment for October 20, 2018,
15 days from today. That's 15 days on a MAJOR appliance in my kitchen,
We are 8 people in this household, I do not have a 2nd refrigerator, how long do
you expect this food to last?
I purchased the best warranty service available when I bought this refrigerator
and I thought I bought the best refrigerator on the market. Since December 2014,
a control panel, fan, relay switch, and condenser have been replaced, now this.
Please don't make me wait 15 days for a technician, this is not a third world country.

Thank you for your immediate attention and reply.

I purchased a Samsung Dishwasher and a Sears master protection warranty from a Sears retailer two years ago. In June the dishwasher started making a noise and was not functioning properly. I called, scheduled a service, they ordered parts, came back and installed them with no fix, order more, come back and installed them and still no fix. Up to this point I was very patient with the process even though it had taken over a month. Yet your company continued this process for another 2 months! I have tried everything but truly your company has this kick the can farther down the road mentality and at this point your company is just waisting my time.

This has been the worst customer service experience in my life. I have been transferred and put on hold dosens of times in the last 2 months. I have been hung up on multiple times by your customer service department after spending a half hour on the phone explaining my position over and over again to a new person. I have had your customer service department close my claim because she was angry after I told them I was unable to reschedule because I cannot take any more time off of work for the week; her reply was if you cannot reschedule this week then I am closing your claim (she then proceeded to hang up on me). I have written letters to your corporate office with no response and have filed claims with every department of yours I can find.

While all of this has been ongoing, your company has procrastinated to the point that my Master service protection agreement has expired. Numerous times your people have reassured me that my Master service protection agreement has been extended (which it hasn't). I have been denied coverage and told replacement is no an option. I have escalated my claims against every department you have with little to no response other than canned responses from @NOREPLY email addresses or I call back the following week and am told the claim was denied.

During this entire ordeal, my dishwasher has not been operative since the end of June and I have had the technicians in my house over a dozen times; half of those times parts have been replaced. I have taken eight days off of work and my wife has taken another four days herself. I am currently on a first name basis with your local technician who assures me he has done everything he possibly can to fix it and that replacement is the only option. He has also put me on speaker phone with your technicians at the service call center while he was calling in for a replacement. They told him he must replace another part and that it wasn't eligible for replacement. When the technician in my house tried to explain that the part they were telling him to replace was not in any way involved with the issue, the service call center rep told him that it was not negotiable and another part replacement is the only option.

This process has cost my so much time and money I am going to begin consulting with a consumer fraud lawyer for what recourse I have against your company.

I need your company to fix or replace my dishwasher and I don't care how.

Robert Scott
Re: Case #5911476 / 5911477 / 5954761

It is the most ridiculous form of customer service that I have experienced. For nearly a month now I have been trying to get my refrigerator repaired. The first time the representative told me that I would be receiving two separate parts with the same tracking number. I did receive one however the second part has yet to be received. When I called the first time the representative provided misinformation and said that it had already shipped which was incorrect when I did not receive the part I called again and they advised me they are not sure why she had told me it was sent because their records said it was still processing. When I attempted to call a third time they for some reason gave me an appointment for a diagnostic service, which I did not need a diagnostic service because they already figured out what the problem was. When I attempted to call again They said the same thing that it was processing and that the "technician" they said the same thing that it was processing and that the technician was "actively" working on obtaining the part . The times I called customer service I received the exact same phrases such as "your order is still processing" and "the technician is actively working". Which after all of that I figured everything is scripted . No one to this day has been able to tell me where or when I will receive the much needed part for repair other than "process", "actively", or "I understand". Apparently my refrigerator was the only one made in the United States since they still can't get a part for it. I asked the last representative what other options I had through Sears at this point since the part was not available and she told me that she never said the part was not available. My response to that was well if I have not received the part and your technician is "actively" still attempting to search for the part it means that it is not available . The only thing she was able to provide with said that "someone" from the parts department would called me but she didn't know when . It is very sad and unfortunate that this is what Sears has become. It has become just a company that looks to deceive.

Tried to buy a Husqvarna fifty four inch zero turn mower. Called sears directly. It is a closeout item, price is one thousand nine hundred ninety nine and ninety nine cents. They said it was pickup only in Louisiana, I live over eight hours from there. I offered to pay shipping to my local sears store and they still refused. We have had three sears stores shut down in the past few years, you would think they would be willing to work with a paying customer. I would still like to buy mower if someone will contact me and help. [protected]. Michael Hensley

This refrigerator was our replacement for a previous lemon. It has never operated well (ice dispenser quit working within a year, interior plastic cracks and falls apart), but finally the compressor gave out and it's only 3 years old! A Sears repairman came out and placed an order for parts. The repair date has been changed twice because parts were unavailable and had to be ordered from manufacturer. Now we are at 2 weeks without a refrigerator, hundreds of dollars in food that had to be thrown away, ridiculous sums and hassles trying to use purchasesd ice to cool a few items, many meals eaten out or leftovers trashed. Still we are at least another week before a repair is even possible. What is the point of a warranty? Since when was a "Kemore Pro" designed to be a short-term unit? I am discusted, distressed and dejected. How long do we wait for repairs? How many times do we go through this? How much do we invest in what could very well be yet another lemon?