Sears
Reviews and Complaints

I have so much to say that I’ll apologize in advance for the length of my corsp. The history is this – last week I ordered an electric dryer on line – order # [protected] – paid in full by credit card for dryer, removal and installation. I later learned that I should not have paid for installation as I don’t need that on an electric dryer, but that’s such a small portion of the issues here that I’ll just quickly suggest that a nice feature on you site may have been to tell me that while I was ordering – rather than take the extra $ 129 dollars. So while ordering I took a date for delivery of Tuesday the 15th, and received a confirmation e-mail telling me I’d get an e-mail the night before with a window of delivery time.

When that e-mail never arrived I started at 7 a.m. with your online chat trying to find out what happened. That took so long that I had to leave for work, the person I was chatting with said yes they could send me an e-mail following up – which they never did and so began my nightmare with Sears. So after I got to work and still had not hear anything I began my phone calls, those phone calls took me a TOTAL of 147 minutes throughout the day on the 15th – and I was told many different things by many different people that day. Those things included: “oh you didn’t need the installation because it’s electric so the installation department looked at that ticket and didn’t know what to do with it so it sat there” ~ “your physical address came through as xxxxx we can’t see the address so we could not deliver”…but the most common thing I heard and by FAR the most frustrating was that I was talking to the wrong department and had to talk to someone else.

Delivery told me that I could not be helped by them because it was scheduled for installation, transfer ~ Installation told me that I could not be helped by them because I didn’t need installation, transfer ~ Installation sent me to sears.com because it was my fault that I ordered and paid for installation when I should not have – sears.com transferred me to delivery and so on and so forth. A grand total of 2.5 hours on the phone, losing money on MY job because I was on the phone with your company not working. I make fifty dollars per hour – and thus your merry-go-round cost me $150 so far, not counting the $471 out of my account you took and no dryer.

FINALLY I got a person on the phone – her name was Jeanie or Janine – her supervisor was Cody (one) – who did NOT transfer me – but actually tried to help me. What we finally agreed was this – we would NOT cancel the installation because in order to do that we would have to cancel the entire order and rebill me immediate – but my credit would not arrive for 7 to 14 days – which was unacceptable to me. She told me that she spoke to the installers was letting it go through and that someone would CALL me in 4 to 6 hours – that they said it could be delivered next day and they would give me a time frame. As compensation for the trouble, (i.e. to cover some of the installation costs that I was paying in error) she would send me a $ 100 gift card. Okay great – at least she worked with me to get a plan to get me the dryer etc.

She was nice, helpful, went out of her way and I commend her. Of course it’s unfortunate that phone call never came in the next 4-6 hours – but I was SO tired of this whole thing I did not call back again that night – I felt like just quitting. The next morning a call came in from sears – which I missed getting to the phone in time but the message said ‘we are trying to schedule delivery but we need your physical address it didn’t come through’ – now I think that’s amazing that I got that phone call because the delivery address was in the e-mail confirmation I originally received – and I gave that address to no less than THREE of people I was on the phone with for two and a half hours the day before – but I was hopeful that my dryer might finally be coming – so I called back.

I got a woman on the phone who would not listen to the story I was telling her and wanted to start again from ground zero about how we HAD to cancel the installation – and I spent ANOTHER 18 minutes on the phone on hold etc. because she said that what my arrg. were from the day before could NOT take place as we had agreed and she had to “see what she could do”.

I hung up because now I’m up to my bank account is STILL out $ 471 dollars, I’m looking at another 2 hours on the phone merry-go-round of the sears departments who don’t speak to one another and there is no dryer in sight – so 3 hours was the maximum time I was willing to invest on this fiasco. About 2 hours later 2 e-mails came through to me from Sears telling me how a credit was issued due to my cancellation of my order and that I’ll need to respond to authorize recharge of my credit card – and that point I knew that not only would I not be giving you another $400 to jerk me around for days, that I’ll never buy so much as a pair of socks from Sears again.

I understand that “Sears” is a HUGE corporation and that my little $500 dryer order means nothing in the big picture – but I too work in customer service and I’ve always held the belief that EVERY order and every customer counts, because when I get done posting a copy of this letter on facebook and e-mailing it to everyone I know, and telling everyone I know this story ~ it’s got to cost you at least a little more than my piddly little dryer order. You may be thinking ~ we’re sending you a $100 gift card what more do you want. Honestly that gift card means nothing to me at this point – you cost me $ 150 on the phone losing time on my job, I won’t have my money back from you for up to two weeks even though you took it in 30-seconds, another 1/2 hour yesterday – my work cost is up to $175 – no dryer and the sheer amazement and aggrevation at your total lack of customer service.

Then there’s the fact that I had to order a dryer from a local vendor for $ 50 more than the one I tried to purchase from you – so this little adventure with Sears cost ME $225 out of MY pocket – along with the $ 471 I’m waiting to come back to my bank – I undertsand the girl who said she was sending the gift card was trying to do something good and be helpful and honestly she was the ONLY person I spoke to even really TRIED but by far I would have preferred to get the dryer I paid for on the day that it was supposed to be delivered – I even said that I didn’t CARE about paying for installation I didn’t have to pay and because your 3 departments apparently have zero communications even that could not happen. I have never been so disgusted and disgruntled by a transaction in my life, it’s like I am being punished for ordering and PAYING for unnecessary installation – I don’t know how I was supposed to KNOW I didn’t need the installation – it would have been nice if somewhere in the online order process Sears had told me that before they took my money and took me on this horror ride.

I thought about contacting the BBB with this little story too – but they’ll want to know what resolution I want and I guess it’s to late for that really – as long as my money comes back to me – whenever it finally does – the rest I’m never going to recover but oh my a lesson learned. Sears, K-mart any of the stores associated with sears will never see a dollar of my business again – and I do fully intend to share this disaster with everyone I know. When I buy my next applicance – Sears will never again be even a consideration – the absolute most horrid customer service in the world – I’m sure they won’t be but Sears should be so very embarrassed by this disaster of a cancelled sale. I do thank you for you time.

I ordered a chute ring and chute for my snow blower to direct the snow. I was told I needed the hardware to go with it (5 nuts, bolts and washers). When I placed the order the total came to $60.57. When i received the email invoice I noticed the ring chute was only $14.65. So why was my total $60.57? Each nut was over $2.00 as was each washer and each bolt… So I ended up paying $60.57 for a ring chut that costs $14.65… OH and the best part…. NO RETURNS ON NUTS, BOLTS AND WASHERS….. Plus they sent me 3 huge bolts that had nothing to do with the ring chute.

I returned the ring chute because I found a site online that sold it much cheaper.I was credited $14.65. As for the nuts and bolts, I used the old ones and never opened the new ones. I am out over $30.00 for hardware I NEVER USED! I WILL NEVER DO BUSINESS WITH SEARS AGAIN! WHAT A SCAM THEY HAVE GOING

I order two comforter sets from sears and I was supposed to receive them before I moved I never got a shipping confirmation, when i finally did the tracking number did not work so I called sears customer service and I received no help the couldn’t tell me where my products were after the fact that I had already paid for them and the said they could not refund my money, I will NEVER order from sears again and I will tell everyone I know to never shop at sears.

I recently purchased an expensive Craftsman (Husqvarna) Lawn Tractor and accessory bagger from a Sears Home Store in Penfield NY. While running the tractor(after less than three hours of use (three actual starts) I experienced a very loud bang or backfire and stall and it would not restart. Upon opening the hood we found that the spark plug was actually broken in half. The vendor provided me with a replacement plug which was installed but the machine would not start.

Obviously there was a serious defect that caused serious damage to the electrical system and/or the motor. I was told by the vendor to call Sears Service number (4myhome)which told me it would take over two weeks to send a technician just to check it out. They would not budge on an earlier date so I called the vendor and indicated the machine was obviously defective and should be taken back with full refund. He told me it was not yet established the tractor was defective and his policy was to charge a 15% inventory return charge plus pick up fee.

I wanted to place an order online at the Sears store in Phoenix on 12/10 11. The young lady that assisted me was very diligent in trying to assist me to no avail. The Dept Manager then took over and tried to assist me. He was hung up on twice by the person he was speaking to. I spent a total of two hours in the store and still was not able to make the purchase on-line. What kind of people are you hiring for these jobs? I am very disappointed and considering canceling my Sears card. I am also a retiree of Sears and can”t believe the poor quality of your customer service dept.

Since I had no intention of keeping a defective unreliable machine that failed after virtually no use, I reluctantly paid the fees of over $300 to return a defective product. I am in he process of filing a complaint with Sear’s and demand for a full refund don’t expect much luck but in any event anyone Sears is now permanently on my s–t list of unethical unfair self-serving retailers. Never again.

On Sunday 10/23/11 we went to Sears Tool Department at Southland Mall in Hayward, CA. My husband explained to the Sales Associate that our Garage door opener would not work, that it made a loud sound and then the chain snapped and the plastic pulley broke. The sales Associate asked me if I brought it I said no, that it was still installed in my garage. The sales associate ask if we had the receipt, my wife said we didn’t know if we still had it, but we told the sales associate that we purchased it in November 2009.

I asked if I could bring it back and he said yes that he could credit back our Sears Credit Card. So I told him I wanted to upgrade to a belt driven versus a chain driven, the Sales Associate said ok and carried the belt driven garage door opener to the sales counter. We went home and removed the old one and installed the new opener. We took back the old Garage door opener and was advised my the sale associate he would need a managers permission to credit back our card.

One manager came and told us that she could not give us a refund, so we asked to speak to another manager, the second manager said she could not refund us the credit and we would have to contact the Service Company for Craftsman. After explaining over and over again that the Sales Associate told us that we could bring the old one back it did no good. Basically they all Lied to us.

I had my vinyl windows installed by Sears Home Improvement several years ago. Recently, a few of the windows needed to be repaired. Unsurprisingly, the repairs were non-covered in the warranty agreement. So, I paid for the cost of the repairs. Amazingly, their contractor affiliate took two months to complete the repairs. This process normally takes 2-4 weeks, based upon prior experience. However, due to Sears continuously ordering the incorrect parts, due to their incorrect measurements, this simple repair became a nightmare. I was even told or better yet given an ultimatum, that I could not cancel the repairs, due to the delays, because I would still be charged. I complained to the manager of the contracting office and the Sears Customer Service Department. Its incredible that no one at this company is being held accountable for this poor customer service. Its as if, this is standard business etiquette and protocol for Sears Home Improvement. What happened to business ethics? No one employed, at this company, would have even been satisfied with such poor customer service. This example is one of the infinite reasons Sears' overall company performance is extremely low. In addition, another reason some of their stores are closings and the neverending complaints, about their Sears Home Improvement Department. More importantly, this will be a continual pattern for this department, if the "powers-at-be" do not research the problems and establish solutions. It just good common sense, business-related or otherwise. For future potential Sears Home Improvement consumers, please be wary. I was considering using them for a kitchen remodeling project, but I will now pursue this elsewhere. Its just not worth it. More importantly, I dislike companies, who do not stand behind their products and maintain poor business ethics.

I brought my mower in for non warranty repair. The repair department at my local Sears sends it to a larger city for repair. Long story short, I brought it in on the 1st of the month, and expected return date given to me is on 16th. I called 3-4 times during that 2 week period to check on how things were going with the repair. Each time I called they did not have a status on the repair of my mower. Then the 16th rolls around and I haven't heard anything so I call. The representative said that my mower was ready for pick up at my local store. I get a chance to pick it up on the 18th, and I am told it is not there. So I call the 800 number and ask what is going on. They said they had my mower but no work was done on it, pending "authorization" for repairs. I have a receipt with my signature authorizing repairs when I dropped off the mower, and explained that to the representative. She became argumentative with me and asked me if I wanted to authorize the repairs or not. I asked to speak to a supervisor. I was put on hold for over 20 minutes. I called back and got a different representative. This representative kept their calm but was still pushing me to authorize the repairs. I explained i would only if I could speak to a supervisor. Another 5 minute wait. Supervisor gets on the line and just sits there not saying anything for at least 10 seconds or more. The only reason I knew someone was there was it became real quiet on the other end of the line. I asked hello 2-3 times and she replied. She was incredibly rude right of the start of the conversation. She told me "I am here" and said told me the amount for the repair and asked very rudely "do you want it fixed or not?" I asked how long it was going to take to get my mower back now since they already had it for over 2 weeks and haven't done anything with it. She said next Thursday. I was furious at that point and told her to send m mower back no repair.
I sent an email entailing this incident to Sears Customer Complaint Department. It was almost verbatim what I have typed here, minus details about the amounts. Which I had ALREADY authorized from the get go to expedite the repair. This is the response I received from their Consumer Complaint Department. Obviously they did not read it.

Thank you for contacting Sears Holdings. We appreciate hearing from you.
We understand that you are experiencing issues with your lawn mower. For repairs on your lawn mower _ we ask that you please refer to your local service center and local store manager. If the location of the closest service and repair center is not convenient you may take your lawn mower to a Sears drop off location located inside your local Sears retail stores. Our closest Service Center to your address can be located by following the link below:

http://www.sears.com/sr/service_order/so_productinfo.jsp?
We apologize for the issues you have experienced with your lawn mower and thank you for choosing Sears Holdings for your product and service needs. If we can be of additional assistance to you, please feel free to contact us by dialing [protected] at your earliest convenience. We appreciate your business and look forward to assisting you with your lawn mower _.

Sincerely,
Frank B.
Customer Solutions
Sears Holdings Corporation

Generic canned response. This is Sears Customer Service Department. I will NEVER do business with them again. Pass the word.

I purchased a push mower from our local Sears. The THIRD time we used it, it made a horrible noise & quit working. It had a 2 year warranty, which I thought would be great. The mower was supposed to be ready 4/12/12. We called the corporate store in Ft. Worth on 4/13 they said it was ready. When we got to the store, it was not there. On 4/18/12 the service center called to get authorization for a $224 repair bill! When I said it was under warranty, they said it had been run without oil & was not covered. I personally put oil in the mower. If not, how did it make it to the 3rd time of use?!? Something malfunctioned that caused it to leak out or not circulate. That is a mechanical problem, and not my fault. They refuse to repair/replace it for free. They will NOT honor the warranty! Save your money and don't purchase anything with a motor, from Sears!

I purchased an air compressor and discovered a part missing. Sears parts would not give me one but required me to buy one for over $11. Mean time I can’t use the compressor since the part is on back order. Today I discovered that there is another part missing and Sears parts informs me that I will have to contact the store. The problem is that I bought the compressor in CO on my way to a job in MO. Now I’m stuck with a Craftsman Compressor that is useless and I need it for work. I can’t even return it because I am out of state on a job. I very angry with the shoddy way Sears has come to do things. I expected better from Sears.

Less than a year and half ago, we went to sears to purchase a new KENMORE Elite 26cf refrigerator, front loading washing machine and dryer with the Pedastals and a dishwasher–all supposed to be “the best” all Sears KENMORE Elite products. Every item has broken and is poorly made. The refrigerator broke within one week and we lost all food items, we sent it back and purchased a different brand, the dishwasher continuously has had problems and is currently awaiting for repair-this is the 3rd time!

The dryer has been fixed now twice and the washing machine smells so foul-a serious mold problem even though ileave the door open to air it out, clean it with bleach, run the clean cycle ect-just disgusting overall. The round rubber piece inside the door had to be replaced last week due to it already having holes in it and water was leaking everywhere-looked like a flood in our laundry room and now the door will not latch properly (code F22) and I can not do any laundry for 10days until Sears has time to come fix it.

I was told to go to the laundry mat. The service is absolutely horrendous, timeliness of repairs completely unacceptable! DO NOT BUY ANY APPLIANCES FROM SEARS! it is a rip off, all appliances are cheaply made with cheap parts that are designed to fail and cost the customer even more money! SO Disappointed with sears–needless to say, I am no longer a customer and will NEVER step foot in any Sears store!

Sears Corporate Office
3333 Beverly Road
Hoffman Estates, IL 60179

ATTN: Sears Corporate Advocate, Complaint Department
RE: Customer Service

I purchased a washer and dryer as well as two televisions. The washer and dryer were on a separate layaway ticket than the two televisions. I go into the Sears store in Frisco, TX at the Stonebriar Mall and the cashier states that my layaway with the two televisions was CANCELLED but the washer & dryer ticket was still active. I asked him to give me a reason as to why my ticket was cancelled because to my knowledge I have paid every minimum amount due. He told me that ‘There is no way in the system that I can pull up the details of the cancellation” So he called the department manager who came by for literally 1 minute and told us there is nothing he can do and walked away without resolving the issue. We asked to then get a phone number to the layaway department. Our cashier gave us the phone number to sears.com. After being transferred and given several numbers to call, they couldn’t do anything to help us either! We then asked to speak to the store manager, Virginia. She was extremely rude and made us out to look like liars! She printed a report of all the payments made on BOTH tickets and saw that we made all payments on time. She pointed out a time when we made a $16.60 payment instead of the $280.93. I explained to her the only reason we made that payment is because the receipt from the previous payment stated that only $0.93 was due. She looked at me as if I was crazy and making this up. I asked her to print out all receipts so that she can see what I was talking about, but she only came back with one that was from an irrelevant date to the $16.60 transaction.

I am completely frustrated that you people cannot help your customers. I have bought SEVERAL and thousands of dollars worth of merchandise from that store. How can they tell me that I am a liar? AND if that was not the minimum amount due, do you not train your cashiers to tell the customer the minimum amount due on the account? I have paid all my minimum payments on time and ALWAYS the amount due. Why would I pay such a small amount when I am aware that the account could possibly be cancelled due to that? The receipt said $0.93 DUE and I paid $16.60 which was MORE than what was due.

I am so angry that you people then charged me cancellation fees and my deposit and now I’m down nearly $400! All I want is my money back. I cannot afford to lose the money I paid as a deposit for my layaway. Is it so unreasonable to ask for my money back in full? I DO NOT WANT ANYTHING EXTRA FROM YOU THEIVES. You would do anything to take money and scam people so that you can stay in business. I want you to give me MY MONEY back. EVERY PENNY I paid to your CHEAP Company for my layaway.

You have lost a loyal Sears customer and I will notify all my family members and friends and coworkers of this nightmare. I will never do business with your company EVERY again and I recommend you train your store managers to be less defensive and more helpful to loyal customers like I had been to your company.
Respectfully,
Garine & Munashe Maramba
8401 Memorial Lane #5204 Plano TX, 75024

CC: Texas Attorney General, Greg Abbott
Illinois Attorney General, Lisa Madigan
Dallas Better Business Bureau
www.consumeraffairs.com
www.compaintsboard.com

I signed a contract and submitted two checks totaling $6, 650.44. with the understanding that it could be cancelled within three business days. Due to illness I was unable to have the work done at this time. I have a signed receipt that shows that it was cancelled within this time limit. This was cancelled on March 19, 2012 and according to the signed agreement they were to return my deposit within ten business days As Of this date I have not heard any thing from this company.

I have been a loyal customer of Sears for 35 years. That ended today. I have a lawn tractor that is less than 10 months old. It has been used a minimal amount but still has required three service calls. The latest one onvolves the fact that the tractor will not turn. it mows great in a straight line ! The service man came out last Friday, determined parts were needed and the parts would be mailed to my home and he would be back today, after 1 today, to install the parts. The parts were delivered to my home from Briggs and Stratton on Wednesday. 15 minutes ago I get a call rescheduling my appointment since the " parts were not in." So, i drove 115 miles last night, lost a day's pay as an oil and gas landman, just to be told by Sears that they cannot track a delivery like everyone else can? I even got on the delivery website and was able to ascertain that the packages were delivered. So, Sears - you suck. You want to know why you are closing stores? Why people are not shopping with you anymore? It is because you have lost sight of the need to take care of your customers. This was my last purchase. This is a pitiful excuse for customer service. PITIFUL. And, I will get my money back. By the way, since 1978, I have spent over $70, 000.00 dollars with Sears. Done forever with this idiotic company.Who is running this ship?

I went to the Sears hardware to get vacuum cleaner bags for my Kenmore vac as well as the 4x6 inch Hepa filter. I noted the bags were 3 for $6, that is $2 apiece. I had seen them online at vacuuminc.com in bags of 10 for 9.99 which is $1 each or half the price. But I needed the bags that day. While I was at it, I saw my Hepa filter on the peg for 9.99. So I take my filter and bags up to the cash register and the total was 28 bucks and some change. I said that;s not right. The clerk said that the filter was 19.99 not 9.99. She sent another clerk back and he brought a hook up with the filters and it said 19.99. Not to be out done, I walked back there and found the hook (full of the same filters) that said 9.99. They simply did not care! Granted that someone evidently filled the wrong hood with my filters, but SINCE WHEN DOES A PART THAT TAKES 29 CENTS TO MAKE COST 20 BUCKS! So I told them they could keep their filters. I went online, ordered 10 bags and 1 filter for less than the cost of one of their filters in the store. THEY SHOULD CLOSE THEIR DOORS IF THAT IS THEIR PRICING POLICY. FLEECE THE PUBLIC AND BUSINESS BE DAMNED. From now on I order online. No more Sears.

Had a "Sears Home Services" repair person in yesterday to repair my refrigerator's water dispenser. The standard service call rate is $65, no problem there. After a 5 minute diagnostic test it was determined it had a bad water valve. The cost of the new valve was $ 89, no problem there. Total labor hours to replace valve was 20 minutes (and that's generous ) Labor charge was $203 ! When I questioned the labor cost and labor rate...he said it was there standard rate for this type of repair.
This morning I woke up to a flooded kitchen (it did NOT leak prior to his repair) - When I called Sears Home Services I was told the next available appointment would be in 2 days...So I paid $203 for 20 minutes of labor to flood my kitchen!

I ordered on 10/23/11 and pay on their website. A piece of vacuum which was in stock. The number of my order is C379386. The delivery date is scheduled for 11/03/11. For today 11/06/11 this order not had been given. I contact the service representative [protected]) it informs me that my order be delivered by 12/7/11. This is very unprofessional, nobody has had the delicacy of at least call, send an e-mail or whatever and I will be after several days of fall behind need to be figuring out my order. If you are thinking about buying something on this site, we advise you to think twice.

I feel like I've been scammed by a series of Sears hustlers. Last August the salesman Ed came to my house to give me an estimate on roofing. For several reasons, I decided on Sears that very day, not least of all because of its reputation. The contract had many details and promotions, including the fact that I would get one-year interest free financing if I financed through Sears. Although I could have paid for the job in full earlier, I decided Why not? and opened an account, planning to pay it in full in a year--no interest charged at all. Ed was supposed to give me a disk with the contract but told me his computer wasn't working and he would send it to me. I never saw him again and I never got the contract. But I am a law professor, and I read the contract and it said a year of interest free financing. Mike Remar took over and there was one disaster after another, including that Ed had underestimated by about $10, 000 and they couldn't do the job for what he had told me. I was in a terrible position in that I had to leave town for a while, I had called off the other estimates, and I had to get a new roof before winter. So, after some negotiation, I agreed to a higher price. I knew that I didn't have to do that legally, but it seemed to be the right thing to do. Remar sent me a series of change agreements but never the original contract, although I asked him for it many times. Subsequently, Mike Remar disappeared. His phone was disconnected and I never heard from him again. Someone was supposed to take over but he never returns calls. The roof did get done, and both the deposit and the bill were put on the Sears account. I paid the minimum each month since last August. I just discovered that, according the the credit card people, the contract did not include the "promotion" of a year interest free. I still do not have a copy of the contract. I have been charged a couple of thousand dollars in interest. I might mention that I have not paid any credit card interest in over thirty years. It's not the way i choose to finance anything. I would never have taken out the card and put the roof on it if I had to pay interest. It makes no sense financially. I don't know what to do at this point. I am reluctant to make any further payments at all until someone decent at Sears can, at the very least, send me copies of all the paperwork involved, and settle this. I do know that i will never shop at or with Sears again. And I recommend that no one else do either.

This dishwasher was purchased new in 2007. Along with a built in microwave and stove. I have had nothing but problems with all three kenmore appliances. But the dishwasher in question, I have had to pay sears to come out and repair 4 times. And once again, it is not working properly. There is always a problem with sealers or the main switchboard or the hand/latch system. You name it! So the last time I had a problem with the dishwasher, approximately 1 1/2 yrs ago, I was urged by the Sears phone representative to purchase the lifetime protection warranty for an additional cost. So that if there were any problems in the future, at least I would not have to pay for them. I purchased the extra warranty at that time
So today I called to make yet another appointment, and the representative said that my warranty had expired. She stated that it was only good for one year and asked if I wanted to purchase another one. I attempted to explain to her that I had purchased a lifetime warranty, and she stated that the option doesn't exist. So basically, the other sales person lied to me!
I am a single mother of 3 children under the age of 7. I expect just as anyone else should, that when I buy a sears appliance it should:
A. Work for more than 2 yrs without encountering problems
B. Sears support should back up their products ( or don't sell such poorly manufactured ones)
C. Not send sales reps to rip off their customers.

Was told by catalog order dept. [protected] if item not right take to any Sears store for credit. Waterford, CT store refused to take item: fireplace door/screen back. I want a full credit of $399.27 plus the cost of returning item back to bj's for $37.20. Sears bought the item from BJs who in turn bought it from Shopzeus.

I have written and spoke to Sears headquarters in Hoffman Estates, IL and they will not do anything but issue me a credit of only $308.78 to my Sears card. This amount in not acceptable..

I want the $399.27 plus the return shipping costs of $37.20.

if I would have known complaint sites like this exist, I never would have signed the contract to have Sears Home Improvement replace our shower doors. The sales rep who came to our home did a great selling job and he even had a photo of himself with Ty Pennington of Extreme Home Makeovers so I figured no need to research. He stated the job would take maybe a day and hopefully will be done prior to Christmas and that under no circumstances do Sears hire subcontractors. The whole project was a total nightmare from missing hardware initially then the next day when he returned with the hardware he noticed the doors and framework all being the wrong size- this was after he removed the existing doors. We were given no explanation as to what happened, why wrong size. Approximately 2 weeks later, after the holidays I was told that someone would be out to install the new shower doors and this person identified himself as a subcontractor (saying he does a number of jobs for Sears). He made mistakes like placing the "weatherstripping" piece that goes on the bottom on the top of the door causing a significant gap and we told him water would leak out and he said "no, this is how shower doors are now"...There was also a leak which Sears says was pre-existing but we both said no water ever leaked there but knew there was drywall damage. He also had to mount the doors on the wall instead of shower tiling in order for it to fit- saying that is the only way to get the job done. The doors are approximately 1 1/2" shorter than the older unit. The subcontractor had to make a return trip to correct the upside down piece and about another week passed when Sears sent out a "troubleshooter" to find out why the leak was occuring and he resiliconed different areas. AVOID THIS COMPANY, IT WAS TO BE A DAY JOB AND IT ENDED UP TAKING A MONTH. TO DATE WE STILL HAVE NO EXPLANATION BUT HAVE RECEIVED MINOR COMPENSATION FROM SEARS.

This is the second time I have had trouble with the Sears layaway policy. A few weeks ago I went into my local Sears store and placed several items on layaway. Once I realized my first payment was due I made it online, however it was 6 days late. The transaction was processed the same day and I received a confirmation email thanking me for my payment. Not more than 10 days later I went into the store to payout the layaway and pick up the items when I was told that my layaway was canceled. Of course no one in the store can tell me why this was since I had my confirmation of making my payment less than 2 weeks prior. So I had to ask the manager at the time why this was. Her response was because my payment was delinquent the "corporate" office made the decision to cancel the layaway. If I had made the payment just 10 days before, why cancel it? So, annoyed and frustrated...then came the subject of my refund. According to their receipt, my refund should be issued in the same manner as the original transaction...No! She (manager on duty) informed me it would be coming in the mail. I have to wait until someone from the "corporate" office decides to issue me a check for what I paid and then I will get penalized a $15 cancellation fee. Why should I pay that when I did not cancel the layaway? Why can't I get the money owed to me from the store where I started my layaway? After 3 phone calls in 2 days to various managers, no one can (or wont) help me figure this out. Seems to me that there are too many inconsistencies with their policies. If your gonna offer a service...follow through with it and make damn sure your policies are clear and understandable for your customers...It might even be wise to add this little snippet to your receipts so your customers will know the facts. If I really was in dire need for my refund I would be screwed because Sears only cares about getting your money...they have a hard time giving it back. This was my 2nd...AND LAST run in with Sears and their jacked up customer service and store policies! After nearly 20 years of being a loyal customer I have decided it is not worth wasting anymore of my time, energy and money with a company such as this...Thanks for nothing Sears...