Sears
Reviews and Complaints

I have a nice Whirlpool washer model #WTW4950XW0 serial #C10632599 that was purchased on May 7, 2011. It stopped working & had to have repair work done on December, 2011 (about 6 1/2 months from the purchase) and now again March 20, 2013 it has stopped working again. I did NOT buy the extended warranty - after all - I have a NEW washer - & it should last years without need of repair - wishful thinking! I contacted the local Hometown store here in Waynesboro, MS - where I might add, I purchased a dryer, this washer, a Samsung range, a Bosch dishwasher, and a freezer, & most recently a nice big tool box. The first 4 appliances were purchased within a year & a half - anyway - I called the local store, & spoke with Kathy, the manager, (she is always the one we talk with & conduct our business with) I told her the problem & asked her if there was a reset on these machines & that we didn't purchase the extended warranty because after all the washer is practically new, she gave me a number to call & quickly got off the phone. It was a non-working telephone number - so I thought maybe the washer just needed a reset & I looked up a number for Whirlpool to see if a technician could help me & tell me if there might be something I could check - they were no help with anything. So I contacted Kathy (again) at our local "hometown" sears store & she pretty much just blew me off like it wasn't her problem & said "they" couldn't help me but gave me another number - last purchase ever from our "hometown" store. They should learn compassion & service AFTER the sale. I called the new number - by this time I am really unhappy with this product. After a couple of transfers & calls they agree to SELL me a 'one year service agreement' for $224.95. (Which I paid - still in shock that a washer less than 2 years old needs another repair) One year unlimited service calls unless the repair goes over $500 & at that time they would issue me a voucher for $500 to purchase a new washer @ sears. They set up the service call for March 28 - 8 days from the date I was finally able to talk to someone (I started my calls on 03/20/2013). It was explained to me they couldn't have anyone here before that date because they ONLY come to this area on Thursdays but they would arrive between 8 & 5 on the 28th. I questioned about the repair & whether they would have everything they needed to repair my washer & was told the repairman would have 'everything' he needed on the truck. He arrived (& is probably one of your best assets at this point) and began his determination of the problem. About an hour later he informs me he has to ORDER the part & it will ship directly to my home. He gave me instructions to call if it arrived on Tuesday or Wednesday so they could get my service call on the schedule for Thursday & then says - well 'they' have opened the whole second week of April for service calls & we discussed the company changing their 'Thursday only' policy. He also gave me two telephone numbers one to call in & establish a case on this product & another to call when the part arrived. I did call - I expressed how disappointed I am at having a new washer in need of repair twice in less than 2 years. She said all the generic things anyone in customer service would say - but said as soon as the part came in to call & gave me ANOTHER telephone number & said if the part possibly came in on Tuesday (which wasn't likely) they could send repair on Thursday. Well the part came in on Tuesday, April 2, 2013. At this point I've been without a washer for 12 days - good thing it is only me & my husband living here. I called the last number given @ 2:15 pm on 04/02/2103 & was told it would be Monday, 04/08/2013, before they could send someone - almost 3 weeks from when the washer stopped working! I was pleading for service because after all - they told me they come to this area on Thursdays & they told me if I called in & told them the part arrived on Tuesday they would get the technician here by Thursday. They said all the same junk about "so sorry, nothing we can do" & gave me ANOTHER number. I called it - Pensacola, FL - talked with a female receptionist & she transferred me to a gentleman & I explained I need this repaired as soon as possible - I have to pack on Monday to leave for 6 days & I have a ton of laundry by now. He sounded aggravated (I definitely know the feeling) and said he would contact the serviceman to try to make it happen & he would definitely call me back a little later & let me know about coming Thursday - I was so grateful & kept telling him thank you so much for helping me - that was 2:15 - Didn't get the call back. - I haven't heard a word from him since. No call back, no appointment, nothing. I did however, call again - same number in Pensacola, FL the receptionist transferred me to a nice female named Jolene. I again explained my problem & she told me they have me down for service on Monday! Totally ridiculous! She did say she would try to get routing to send a technician on Thursday (tomorrow) & said she will call me back. She never called back, however i did hear from Wayne on 04/03/2013. He said he contacted routing & they should be herr Thursday if not he would let me know & it would be Monday morning first on the list so they would definitely be here @ 8 am. Truth be told - I have lost faith in any of them returning a call. Thursday came - no repairman - so Friday morning I AGAIN call & talked w/Wayne. He told me they (routing/repair) didn't let him know they didn't come but he definitely had me down for 1st service call of the day on Monday, 04/08/2013 AND if they were not here by 10 or 15 minutes after 8 to call him. So imagine my lack of surprise when no repairman arrived by 8 or 8:30 or 9 or 10. I did call & after letting the number ring after about 15 or 20 times the receptionist answered at which time I requested to speak to Wayne & when she transferred me to Jolene (who never returned my call from a week ago) - so I ask for Wayne - again to be told he is busy & do I want to hold & I said yes. Wayne answered quickly & at this point he knows me by my first name! He seemed surprised repair wasn't here said he would check & call back. He did - said he told routing that apparently they don't read their notes & they had moved my service call to 3:30 but he had again asked the repairman to re-route to arrive here next. At this point I am losing my 3rd day in less than 3 weeks - waiting. This is completely disgusting. Another day wasted on waiting for repair on a washer leas than 2 years old. I have always believed in shopping at home. And I have always believed in Sears & the products they sell & most importantly their service after the sale. But this experience has changed all of that. We purchased 4 major appliances in less than a year and a half - from you - and we don't make a lot of money - our income is minimal - but we are done. We won't ever purchase Whirlpool appliances again & we won't shop Sears. The kind of 'pass the buck' we have experienced has done us in. We will drive 60 miles north to Lowe's & purchase any new appliance (they price match) AND pay only $109 for a 5 year service agreement for all parts & labor. Your company is only as good as the service you provide after the consumer has purchased a product from you. And your company is lacking in compassion, dedication to their customers, and training. Every person I talked with told me a different story. Now - you may delete this, or laugh about it, or roll your eyes, or even make a derogatory comment out loud or under your breath - but it won't change the fact you have lost a customer. And if I was a betting person I would imagine you have lost many over the past few years because of customer service. I hope you use this letter as a way to better train your employees to better serve your customers. But for me - I'm done. I just needed an honest answer and a product I spent hard earned money on to be serviced in a timely manner. Epic failure. Tandi Fontenot

My husband and I spent many hours (mostly on hold) trying to resolve a major problem with a Kenmore refrigerator that is just over a year old. We called the Sears Repair, Parts, Home Service number, the Resolution Hotline, the Kenmore Products & LG Refrigerator Rework number, the Recall number in Austin, Texas, and the local Sears store in Wasilla, AK where we purchased the refrigerator. We were told during each call that the number we reached was not the one to deal with our issue.
We purchased a Kenmore Top Mount Refrigerator (Serial Number VS 142 64500, Model Number 106 [protected]) on November 26, 2011. We began using it in late January 2012. The lower portion of the unit seemed to be a bit on the cold side so we kept adjusting it downward. Food towards the back of the refrigerator occasionally froze (we figured it was blocking vents) but it wasn’t until early January of 2013 that we began to notice problems with freezer—food was partially thawing.
By January 20th, the freezer and refrigerator both stopped working. The soonest a technician could come look at the refrigerator was January 24. My husband was home during the service call and was told when it concluded that repair would cost $958 for a refrigerator we paid between $500 and $600 for. According to the tech, the refrigerator left the factory with a fatal flaw: there was a bad solder joint that allowed the refrigerant to leak out, ruining the compressor and rendering the appliance nonfunctional.
Each person that my husband and I spoke to said the same thing—the refrigerator was beyond the manufacturer’s warranty period (December 6, 2012) and we hadn’t purchased an extended warranty. We were then referred to another department and phone number that “maybe” could help us. Each time I provided the background of the problem and explained that this issue is not a manufacturer’s warranty or extended warranty issue. My expectation was that the Wasilla Sears store where we bought it would take it back, provide us with a replacement, and claim the defective refrigerator back to Whirlpool/Kenmore. The service technician indicated that there was a process to do this.
I went into the Wasilla, AK Sears store and spoke with the appliance department manager and explained the situation yet again but all she could say was that we were basically out of luck because we were just outside of the manufacturer’s warranty period and we hadn’t purchased an extended warranty. She emphasized that Whirlpool is the manufacturer of Kenmore appliances, of which I am well aware, apparently implying that I should take up this problem with Whirlpool.
While Whirlpool is the manufacturer (and I have contacted Whirlpool about this situation, so far with no response), the Kenmore and Sears names are on this refrigerator. Sears sold this appliance and was responsible for the customer service (or lack thereof in this situation) during this whole ordeal.
We were contacted by a Sears Executive Offices case manager whose approach to our problem was to attempt to place responsibility anywhere but with Sears. Like some of the other Sears representatives we spoke with, she kept noting that the manufacturer’s warranty had recently expired and we hadn’t purchased an extended warranty. My response was that this was not a warranty issue (where minor problems are corrected during a specified time period), but a matter of an appliance with a major defect that was fated to stop working in a short time period. In addition, we never purchase extended warranties on the principle that any company pushing them has no faith in the quality of the product. A major appliance like a refrigerator should last 20 or more years.
The rep's next tactic was to state that Sears doesn’t manufacture Kenmore appliances, Whirlpool does, implying that Whirlpool, not Sears, is responsible for this defective appliance. While this refrigerator obviously slipped through Whirlpool’s inspection and quality control procedures at the factory, I’ve worked in retail myself and know how such situations are handled. In the case of an item with a major defect, the customer returns it to the retailer from whom it was purchased. The retailer then returns and claims it back to the manufacturer, receiving credit for it, and provides an equivalent item to the customer or refunds the customer’s money—a win-win situation.
It’s completely absurd to state, as the rep did, that because Sears doesn’t manufacture Kenmore appliances, it can’t be responsible for those that are defective. She said that I should look at it from a retailer’s viewpoint--Sears sells all kinds of things and that if Sears took back all defective items it would go out of business. It seems to me quite the opposite is true. The vast majority of retailers don’t manufacture any of the products they sell, including those they put their brands on, yet they do stand behind those products when they are defective, following the policy noted in the previous paragraph. It’s just good customer service by a retailer that plans to stay in business.
The rep concluded by saying that she would do some further research into our issue, including contacting the manager of the service technicians to determine whether the technician who examined our refrigerator was a senior technician and whether someone else needed to look at it to verify its condition. A few days later she contacted me and said that the manager confirmed that the tech is a senior technician and that the problem was indeed in the closed internal system (a factory defect) and that further examination was not necessary. The rep, whose demeanor had been aggressive throughout, then added insult to injury by offering a 20% discount on the purchase of another refrigerator from Sears.
After writing a second letter to Sears Corporate, I got a phone call today (3/29/13) and again, the best the rep could offer was a 20% discount on another refrigerator with one extra year of warranty! No wonder Sears has been closing hundreds of stores across the country. Sears customer service is terrible--take your money elsewhere. I see Sears going out of business in the near future.

In February of 2012, we purchased a Kenmore Elite dishwasher from Sears. In June of 2012, the dishwasher leaked water all over our 2 year old hardwood floors and sent a waterfall of water cascading into our basement. Sears sent multiple technicians to my home over the course of 2 weeks, all of them diagnosing different problems and ordering parts. All of the technicians claimed the last technician was wrong and had no idea what they were doing. After weeks of phone calls and debating with Sears, they finally agreed to replace the dishwasher with a new model. The model we had purchased was no longer available so we paid the difference to get an upgraded model. The final consensus was that the clamp holding the motor assembly in place had slipped and that is what caused the dishwasher to leak. Our hardwood floors were ruined and needed to be ripped up and replaced. After filing a claim with Sears' insurance company, our claim was passed on to Whirlpool's insurance company as they were the actual manufacturer of our dishwasher. We finally received a check in August of 2012 to repair the floor damage. We had our new dishwasher and felt all would now be fine. Unfortunately, the new dishwasher leaked water all over our hardwood floors and into our basement this past week. I immediately placed a call to Sears repair in order to get the issue fixed. The customer service rep that I spoke to informed me that he would just go ahead and order a new motor assembly for my dishwasher since it "sounds like it is the same problem" as our last dishwasher. It will take 3-5 business days to receive the part and then I need to call to schedule a service appointment. He did not feel it was necessary to even send someone to my home to ensure that this was the actual problem. Also, the notion of expediting the delivery of the part was foreign to the gentleman. He said that Sears does not have the capability to overnight parts to customers, it is impossible according to him. He said that Sears stands by its product and he is sure that it will be fixed with no trouble. Of course, the fact that I am again without a dishwasher for the second time in a year and that Sears would continue to sell products all manufactured with the same faulty parts is unbelievable to me. They stand by their product yet they have no concept of true customer service. Sears' Customer Service Reps have no idea how to address an issue that is not listed on their script. I could tell the gentleman I was speaking to was reading responses to me off of a list and not really trying to help me resolve my problem in a timely manner. There does not seem to be any regard to customer retention. I have been inconvenienced time and time again by the phone calls that I have to make to Sears to resolve problems. The number of hours I have spent waiting for technicians to show up at my home, I can never recoup. The icing on the cake being that when the "technician" finally arrives, they open up a laptop and have it walk them through the steps of how to fix the dishwasher. Only one of the 3 people Sears sent to my house actually was trained to service dishwashers. The other 2 were general technicians that had to be walked through the steps by a manual on their laptops. We recently replaced the other appliances in our kitchen, none of them with Sears' products. We will never purchase another Kenmore/Whirlpool appliance and we will never purchase another product through Sears after the terrible experience we continue to have in dealing with Sears and their customer service department. Two different dishwashers in the course of 1 year from the same manufacturer, it is appalling. Sears should be ashamed of the product they are selling. They should be instructing their employees to be of service to their customers, not continually inconvenience and frustrate them.

I've bought a Freezer from them in the store on 12-03-2013, the sale never told me that I have to defrost and drain the old freezer prior to the delivery day, and when the guys show up today -15-03-2013 afternoon, the guy saw there still have very small amount or ice in there, they refuse to take my old freezer out and insisted that, the sale person would/should have told you that deflost is my resposibilty, so they just left my old freezer in my basement and my new freezer in my garage and told me 4 days later, they will send some other guys to come to remove the old freezer and bring the new one down for me, but I have removed all frozen food from my old freezer and unpluged it for a day (that's why it only have very small amount of ice in there), and the new one is sitting in my garage that in still in the original box, and can't move it into the house because it is very heavy and I can't start, so they just leave me like that, so I call the customer service to tell the my situation, but after a long talk, they told me there is nothing they can do other than advice me to put all my food ack into the old freezer and start it up again and wait till they show up 4 days later. I told them that when I bought this freezer, the sale person never told me to deflost it, drain it before they come, and I have no idea that is required, now the girl from customer service keep telling me that the sale person should have told me that, and said there is nothing they can do, not even escalate this issue or ask those guys come earlier...I called the sale person, he ask me to call custom service again, I call their store manager, they are not taking my call. That's why I have no where to go other than make a compliant in this site. I found first of all, their customer service is very poor, not helpful at all, second of all, the sales person should have told me all the things that I should have done prior to the delivery day during the sales, but he didn't. When your sales person selling an item to a customer, you are representing your company, so you should be responsible to what you have done and what you have not done.

i purchased a LG refrigerator from the Sears Outlet store in Willoughby, Ohio, My floor was damaged by the delivery drivers
and a water line wasn't hooked up correctly leaking water all over a brand new floor and was tore up by placing the old and new refrigerator on the laminated flooring without care.for the past 2 months i have been trying to call but only every time i call i get disconnect .
They gave me a claim number but never call me back!
Any one have any luck with these people?

After reading the previous complaints and having a Sears repair house call made on my Kenmore Elite
model 795.[protected] - I finally received a recall service for 'no cost' and in expedited time! Mentioned similar issues as posted here to the sears operator. Lights on too long, overheated the interior, melted the light cover, then the 'Er dH' message on the display screen happened too.
Initially made the repair service call and a Technician arrived quickly. They told us there must have been a "surge" and that the main circuit board was bad as well as the "Defrost Heater" - which explained the error code. He said a $500 repair cost - with a $100 coupon to help us buy new one, was his estimate to fix this problem.
I researched after that. Found this site - and called [protected]. Only mentioned the problems - asked if there was a warranty or recall. Immediately sent to Recall operator! I didn't even get to really mention the Service Flash Number: 46-515R4 before they simply ( put me on hold for 10 mins ) picked up and told me to expect the parts Then a service technician in 1 week! Wow! This board saved me $1000 dollars easy! Appreciate everyone's post - it made such a difference. And, Sears is getting a call about their service repair techs - How did he not know about the recall? Please call and check with Sears recall on this issue - they were slow - but friendly and they were quick to resolve!

We chose Sears to renovate our bathroom. Sears is a big company, we thought they can provide good service and aftercare, .

What a mistake!. They've outsourced several different contractors. It was always difficult to have them on time and Sears didn't help much with arranging appointments – they didn't even get back to us sometimes.

The WORST part is they don't finish their job and we have an open ceiling for months–all we needed was to get the job inspected so Sears can seal the ceiling. Customer service rep. says they sent an inspector but we refused. I'm not sure why Sears didn't tell us an inspector was coming. She threatened me to pay the rest of balance or else they'll close the case and hand it over to an attorney but why should I when the job isn't done?

I had to schedule an inspector myself but Sears wouldn't send anyone to finish the job since they went "legal" on us already. Obviously, that was a threat/lie since I get a letter from their collection DEPT. on the day of their deadline for us to pay the rest of payment. Ridiculous.

Why does Sears lie? Why are they being so rude, inefficient, and unprofessional?

I'm so ready to pay for the rest when the job is done AND I want to have nothing to do with Sears ever again.

Bought a stove and microwave from sears. $3000.00. Waited two weeks for installation. Finally had to call to find about it. Installer called and didn't know about my order. I had taken the day off from work and he was trying to switch days. He reluctantly came and made the installation sound so bad that I returned the items. I didn't want him to install. That was 2/22/13. 3/1/13 and still no refund. I called and have been lied to several times regarding my refund. No answer about when money will be refunded. Keep getting different phone numbers to call and different answers.

I worked for this company in the past and signed up to get my W2 electronically. I can no longer access the site, as my password has become invalid.
When I try to contact them it is impossible and when I do reach someone they can or will not help me.
I had to file without it and want the world to know what a terrible place it is to work if you want to be able to recover your tax money.

I was attempting to order a refrigerator, washer/dryer combo and a riding mower online when my husband stopped me and wanted me to through a salesman at the local Sears store, so I told Darrell whom I was on chat with that we were going to order the items in store. He ask if I wanted him to save the order just in case. I told him that would be fine but not to place the order. When I explained to my husband that the items were cheaper online, he then decided that we should order online. However, when I went back to online chat I was told that Darrell wasn't available and that he couldn't have saved the order because they weren't allowed to do that and that I would have to go through it all again at which I said no thanks. It was just too trouble doing this on chat. So I called them on the phone and placed the order. The person on the phone informed me that I would be better off ordering all the items together and save a delivery charge. So I did and placed them on our Master Card. Originally, I was going to put the appliances on my Sears account and the riding mower on our debit card. Little did I know that Darrell had placed the original order without my authorization and not only that, but he had charged it all to our debit card. When I went to check my email the next morning I got a shock! There was a message from our bank that we were overdrawn by almost $4000.00 So I immediately got on the phone with Sears to resolve the issue. At which time I was informed that they had only charged our credit card and would have to research it and make sure that my bank account had been charged and if it had that they would credit it back.However, they said that this process would take 10 to 14 days. Well, that wasn't acceptable, not when we were missing almost $4000 So I told her that I wanted to talk with a supervisor and she put me on hold and so it began. I spent the next 5 hours being given the run around, hung up on, put on hold forever only to be hung up on. Being told that they had only charged our Master Card and hadn't charged our checking account and yet my bank was saying they had. Eventually they agreed that our checking account had been charged as well as our credit card, but said that they couldn't put back before a week, then 72 hours, then 48 hours and then 24 hours. I became so frustrated by the whole thing that I told them to cancel everything. I believe that Sears must have the worst customer service and customer relations in the world!

I have spent no less than 4 hours dealing with "one source" corporate "one source', called corporate chicago for management called nordic trak first of all. And finally by an unbelievable pleasant accident i spoke with a manager, at the mayfair mall (I believe it was that site) .
I had not heard back from the manager, however, i know he had a lot of information to review about my concern. Therefore, i telephoned "one source" to see if anything had transpired since my last contact with them and there was not.
On monday 2 / 18 / 13 monica at the sheboygan wisc store was extremely unhelpful. Did not care one bit about my feelings and did not ask if i had callled one source (Of which one other employee there said to me that they do not give out that telephone number) . She kept repeating herself and did not care about what i was trying to explain about the problem and why i felt the unit should be picked up at no charge. . . And i also indicated liability about using the trademill that i purchased on or about feb. 7th a wednesday. She said have service look at it. I said it was set up correctly and it will not workout for me because my feet walk on the front frame of the unit. One word that i said was bull ### and she said if that is the way you are going to talk i will not continue this conversation. After a few more times of her repeating her same statement and me saying that she isn't listening and doesn't care. She walked away and i followed her and stated "you mean you're going to walk away'? She said " call service" and i said, "why don't you call service for me and i pointed to the telephone number on my slip. I stated "what can they do for me"? She stated i don't know when your avialable, and walked away. I did say, if you don't help me i'll report this incident to the bbb of wisconsin and she said don't threaten me. I said it isn't a threat it is a viable company in wisconsin. She finally walked away from me and absolutely "nothing was resolved" then all of a sudden laurie and another lady who's name starts with "b" came by me and explained that the treadmill will be picked up from the milwaukee area on thursday the 21st. I will be called wednesday to determine the time. She had no idea about this solution. She definitely should not be in management for many reasons one especially for walking away from me with no resolution. I have never been treated that poorly in a customer service situation in my life and i am 59. Elizabeth neuser 2308 s 11th st. Manitowoc wi [protected].

I received a lump sum offer to buy out my pension, i figure to take it and make good on some debts... pay date was 12/01/2012 & funds to be received before or on 12/31/2012 .. guess what today is 02/18/2013 and no check received ... it's been stressful dealing with the pension center so many conflicting statements made .. we are now on check # 2 that was claimed sent but never made it to my address? So i tested the pension center requested a new pass code for online access received it in 3 business days .. wow miracle right ! we are now on our 3rd reissue request according to the pension center .. they have no proof a check was ever mailed out, they can't send it certified mail and no electronic deposit available..
Now my thoughts is why would a company as Sears would make up stories to delay payments? Seems like fighting lawsuits & class action suits is the only way to get honest answers.. Spending all these $$ in legal battle seems to be Sears down fall... A call to the Atty gen office shed so much light that I am not the only one that is being treated in this fashion by the Sears holding pension center ... Their actions are under review and as usual a class action suit may be in play soon.
So i'm on my 3rd reissue which i figure to take another 2 weeks this is ridulous

We purchased two Serta iComfort Mattresses a year ago, they have very extended warranty period of 10 or 15 years, these mattresses are almost new, not more than a year old. One Mattress has a bulge coming out of the side that is not normal nor there before, it looks like it has come apart on the inside and is very uncomfortable to sleep on it. The other Mattress looks fine.
Have communicated with Sear since October 2012 via emails, sent more than 5 emals each time explainging the problem and adding pictures they request, have sent over 30 pictures with the various emails. Sears Mattress Warranty Customer Service continue to request more information that does not address the issue. I have requested a warranty replacement AND to this date I have not received any calls. Meanwhile, I am disabled and sleeping on the defective mattress is causing lots of discomfort. I have requested to have a manager contact me, included the name of Sears President and CEO, Louis J. D'Ambrosio to have this reach his attention and still have not had any result, nor have not received a call from a Manager to address this. No responses other than another canned email requesting again more information and pictures that have been already provided. WHAT DOES IT TAKE FOR A COMPANY TO STAND BEHINDS IT WARRANTY? HOW MANY MORE PICTURES DO YOU NEED? WILL LOUIS D'AMBROSIO STAND UP TO RESOLVE THIS ISSUE, STAND BEHIND A WARRANTY AND FIX THE ENORMOUS ISSUE OF CREDIBILTY AND LACK OF RESPONSIBILITY. I NEED TO HAVE MY SERTA iCOMFORT MATTRESS REPLACED!

Recently my spouse and I purchased a Maytag washer and dryer from the Sears Home Store in Regina. Purchasing our appliances was not the issue, we had great help from the sales staff in the store, but when it came to the delivery, I have never ever had such terrible customer service! My spouse called weeks in advance to have delivery set up for Friday, February 1, 2013. On Monday, January 28th, we recieved a call to confirm that someone would be home between 12pm and 5pm on Friday to receive our product. Nothing was delivered on Friday. After several attempts to reach someone who knew what happened to our delivery, the only response we could get was that there was a note on the file that said it was supposed to be delivered on February 1st, but then it wasn't going to be delivered until March 9! Over a month wait...and not even a phone call. We were supposed to have someone call us back to discuss some sort of compensation... that never happened.. we had to repeatedly call, only to get in touch with the most arrogant Sears representative who basically said they were not going to do anything for us. Needless to say, we will be cancelling our order. Unfortunately, I will NEVER EVER make a purchase from Sears again. Given their growing competitors, I highly recommend Sears takes a hard look at their Customer Service department and makes some improvement. Matter of fact, this was probably a good thing it happened because we found the exact same washer and dryer set at Leon's for three hundred dollars cheaper :)

I PURCHASED AN ELITE SIDE BY SIDE REFRIDGERATOR WITH THE CRUSHED ICE AND WATER IN THE FREEZER DOOR. WITHIN A YEAR THE MOTOR ON THE ICE MAKER FAILED. IT WAS DAYS PAST THE WARRANTY. THE MOTOR ALONE WAS OVER $100.00. THE DRAWERS BRACKETS STARTED CRACKING AND BREAKING WITHIN THE SECOND YEAR.
THAT WAS 2004 CASH PURCHASE IN 2004 OF OVER $2, 200.00 AS I STILL HAVE THE RECEIPT. ALONG WITH THE OTHER ITEMS OF STOVE, DISHWASHER AND MICROWAVE HOOD FOR THE STOVE.
IN OCTOBER OF 2011 THE FRIDGE STOPPED WORKING AND WAS TOLD IT WAS THE COMPRESSOR THAT IS $600.00 FOR THE PART ONLY.
WAY TO GO SEARS! YOU CREATE JUNK AND WILL NEVER PURCHASE ANYTHING AGAIN. THIS IS JUST NOT ACCEPTABLE TO PASS TO YOUR CUSTOMERS THIS KIND OF JUNK. THAT UNIT WAS TAKEN CARE OF PROPERLY ALONG WITH THE REST OF THE APPLIANCES IN MY HOME. I CAN NOT JUSTIFY ANOTHER 600.00 PLUS SERVICE CALL TO A FRIDGE THAT IS SO BROKEN DOWN IN LESS THAN 7 YEARS.
BUYER BEWARE FOR SURE.

Please see the complete text below for my complaint. I am still trying to deal with SEARS to return my money for an appliance installation that was not completed. I will never buy an another appliance from SEARS and I hope that you don't find yourself in the same situation. I have filed a formal complaint (see below) and have called the store two times asking for them to address the problem, with the response that "I should call back tomorrow". I received a form letter email from SEARS acknowledging my complaint and saying how they "Pride themselves on Customer Service" Pride themselves on customer service my foot. I don't think they know the meaning of customer service. Complaint below:

To whom it may concern:

I am writing you today to file a formal complaint regarding your appliance sales, service and delivery team. I should have probably launched this complaint over one and a half years ago, but until recently, I would have preferred to put the entire experience behind me and moved on. I purchased three appliances at Sears which were delivered to my new home in May 2011. I had such a bad experience with the delivery personnel, that it took me nearly one year to get the courage to buy the dishwasher for my kitchen. Nevertheless, I recently purchased a dishwasher again from Sears with complete assurance from the salesperson that I would not have another bad experience with Sears delivery and installation. I am writing today to complain that although the installation person was professional, he was still unable to deliver me the service that had been agreed to by the salesperson for the price I was quoted. Currently, I have a non-working dishwasher in my house with word from the Sears Appliance manager at the store that he will not allow the Salesperson to honour the price I was quoted.

Please, let me provide some background to my experience with Sears. In the spring of 2011, I purchased three appliances from Sears; A fridge, washer and dryer. I paid for delivery and removal of all appliances. In May, 2011, the delivery man arrived at my home and informed me that he was unable to disconnect the washer as it may cause a leak and they could not be held responsible. The man then asked me if “I had a husband or boyfriend that could do that for me, ” and when I replied no, he proceeded to hit on me the entire time that he was in my house. He did decide finally to disconnect the dishwasher after I tried myself and was unable because, “I was pretty” (of course it did cause a leak and I was required to have a plumber come into my house on an emergency call to fix the leak) .

He then proceeded to tell me that he was unable to remove the washing machine from my basement because it wouldn’t fit up the stairs. I have a very small basement, and because of this, I was forced to live with an old washing machine in my house for three weeks before the moving people came and were able to remove the washing machine (though they also did this for me because “I was pretty”). The delivery person did not also level the washer and dryer as they were supposed to do according to the terms of delivery. When the man came upstairs to unload the refrigerator, he insisted that he was unable to plug in the refrigerator since my plug at the time was not to code. At this point he proceeded to explain to me that he was very handy and that he should give me his number so that he could come by and fix some of the things in my house. This went on for about fifteen minutes and I did not press on getting the washing machine out of my basement because I just wanted him to leave my house. In fact, this old washing machine laying around continued to cause me problems because when the cable man arrived to install the cable, he informed me that his union did not allow him to move heavy objects, so he had to watch me move the washing machine so that he could complete his job.

In the end, I paid (I believe) $60 for a service that I did not receive, that being the install and removal of my washer and dryer, and also, I was emotionally traumatised by the series of events surrounding this purchase. So much so, that even though I finished my kitchen renovations in January of last year, I was physically unable to bring myself into an appliance store to purchase a dishwasher for my home.

Finally, in December, I decided enough was enough and that a house should not have a hole where a dishwasher should go for more than one year, so (having good experience with Sears in the past ...except for the delivery of my last appliances), I decided again to purchase a dishwasher from Sears.

When I spoke to the Salesman, I was surprised to finally realize how much I had been traumatised by this event, because when he suggested Sears could install my dishwasher, I nearly burst into tears right in the store. Nevertheless, he convinced me that it was not to be the delivery person that would come to my home but a professional installer, and I would not have the same experience this time. When it came time to pay for the dishwasher, he explained to me that the installation would be $175.00. I wanted to assure myself that this would be all, because frankly, all I wanted was that the person would come to my house, do their work, and leave. I confirmed with him that the electrical was roughed-in with wires and not a plug, and that there had never been a dishwasher in the house, so I didn’t know what the plumbing situation was. I wanted to confirm with him that that would be all, because as I said, all I wanted was it to be done quickly with as little stress to me as possible. I did not want any surprises. He suggested that I buy a hose “just in case” which I declined because I could pick one up at Home Depot probably for less money, and then confirmed that the $175 would include the installation and that I would not have a bad experience with Sears again.

Today the installer came and explained to me that my house was not properly plumbed for a dishwasher, that he didn’t have the equipment necessary, and that the cost of the plumbing had not been included in my quote. He was very professional, but he was not able to give me the service I had been led to believe would be provided. He called the manager at the St. Laurent store who confirmed to him that Sears would not be able to honour their commitment to me to install the dishwasher for the price quoted by the salesman. He suggested that I take up the matter with the salesman. I am now left with a dishwasher in my house that does not work, a likelihood that I am going to pay more money for something I had not planned on, and or be involved in a long battle with Sears for honouring their commitment to me. At the least, the simple and painless process which I had hoped and in fact pleaded for, has not occurred. I am now left with the battle with the salesman to honour his commitment, rescheduling a plumber and paying more money and missing more days of work, or hiring a plumber of my own and requesting that Sears reimburse me the $175 for an installation that did not occur.

Last time I did not request the reimbursement of the $60 as it seemed like too much work, but I assure you that this time I will not be paying Sears for a service that I did not receive.

I would like to ask Sears to honour their commitment to install my dishwasher for the price quoted and to try to salvage what is possible of a good relationship with their customer. If not, I assure you that this long-time customer will be one no longer.

I bought $4000 worth of appliances from sears 12/11/12 (chimney hood, garbage compactor, oven, cooktop) to be delivered on 12/21/12 (Made sure I get it for sure on that day, so that I can have my kitchen ready by christmas eve). They made a separate bill for the compactor, becaue they had some issues with their system. I also made sure that they put the delivery of the compactor with the rest, and they (sears sales) gave the instructions accordingly. I got a call on 21st dec early morning stating that my chimney hood is broken hence they cannot deliver it that day, and only on 30th Dec. I called the sales guy (he gave me his bus.. card), he tried to do some thing for me, but said sorry. I called the lady from the delivery dept.. (who called my on 21st morning), she said, 30th dec, I will receive the new one. I browsed through the internet and found the number for their complaint cell, called them and the lady gave me a complaint number, started telling me that things happen in life, we need to be readyto deal with them (opened my eyes :-) ) . She suggested that I can still have my christmas eve, without the chimney hood (Hmm, I didn;t know that I can cook on the new cook top without chimney hood :-) ). She offered me free installation (I had another bad experience before with sears installation), I promptly said no, requested my contractor to come back on 30th, who agreed for that and not charged me anything. I received the chimeney hood on 30th evening, installed it on 31st evening, Also, on 21st morning they delivered only the oven and cook-top (I was not home, my family got them), luckily, I came back just when the delivery people were about to leave, and I asked them what happened to my garbage compactor?, they mentioned they have only three items for me (out of which chimney hood is broken), and they don;t have any thing else. Upon my request they checked again and found my garbage compactor, After all the efforts to get all of them together, though it is the problem with the billing, I had to pay for it again (stress!)

Some one from the customer dept.. called and left a message saying that Bernice (who took my compalint) is out of office, hence the call. complaint number 1187849. I called next day and left a message to Bernice about my complaint number, waited for 10 days, no one called.
I called on 18th Jan morning to see what they do with the complaint, she said, she is glad everything went good and closing the case. I asked If I get compensated for any thing (for all the trouble that I had to go through dealing with sears), answer was NO.
She asked me If have spent any extra money for installation, for which the answer was no (my contractor was nice enough, he didn;t charge me anything, that too working on 31st Dec.. till 6pm).
I asked if I can get compensated for all the trouble that I went through, answer was NO. and, they asked me to call If I see any issues in the future (not sure what issues?) I said I am completely disappointed with SEARS, she said, she is so sorry, that SEARS is loosing me.
I thought I will be offered atleast some discount on my next purchase or some gift card etc.. to keep me with sears, NOPE, they lost me. I am planning to buy a new refrigerator, need to look for another place.
Lesson I learnt was, don;t call their executive office and book a complaint, you we be stressed more.
Good bye SEARS !

My wife and I own a Kenmore Elite Dual Fuel Range, Model #790.7938... We purchased it as a wedding gift for each other on May 6, 2005. On Christmas morning (12/25/12) we were cooking muffins in the oven and heard popping and cracking from the kitchen. My wife and I ran to the kitchen and found black smoke and flames coming out from the back of the clock and electronics. I quickly turned off the oven and the flames stopped. I then turned off the circuit breaker too. We then pulled the oven away from the wall and turned off the gas. Now the oven is locked like it is self cleaning mode and we cannot open the oven door to get the muffin pans out. I am shocked to find that on this site alone there are over 12 users withe similar failure modes. I am a electrical engineer who designs circuit boards that operate high voltage and high current energy. This type of design failure is unacceptable and consumers should be warned of the inherent danger in these products. After reading this website and seeing how many people have this same failure mode my wife and I will also be contacting the contacting Consumer Product Safety Commission. As it was Christmas morning when this failed my wife and I gave thanks that we were home when it did so no one was injured and nothing other than the range was broken. Many time since we have reflected that one of the features we use routinely is the delayed start function, imagine if this failure mode happened one of the days we used this feature. We could have come home to our house on fire!