Sears Corporate Office | Headquarters 3333 Beverly Road Hoffman Estates, IL 60179 (847)286-2500 Reviews For Sears Corporate Office Christopher J. Cardinale 2/4/12 Sears Automotive in Middletown, New York (Crystal Run Galleria Mall) threatens to call the police on people who are dissatisfied with their repairs and as a result refuse to pay their bill until a resolution is worked out! It happened to me in November of 2011 when I brought my truck in for new tires and a new thermostat. First, they "upsold" me a bunch of extra repairs because they said they kept finding things wrong with the truck that I didn't know about. Eventually I authorized them to do a bunch of repairs that were to total $1500. After numerous delays I returned to get the truck and was told they only completed $1300 of the repairs because the last two steps they sold me: an alignment and a tire rod, were not actually repaired because, in their words my "entire front end [was] shot", so it was worthless. Later their own manager admitted that they should have checked the front end or noticed the problem BEFORE doing any work to the truck, yet still wanted me to pay a $1300 bill. This manager, Dave Hildenbrand, told me that in fact my front end was NOT shot, that his staff made a "quick call" on that and that that one of them, a manager named James was "not mechanically inclined" and that they'd had problems with him before! Thus I should not listen to him, actually my truck is fine. So now I have three different stories from them and cannot trust or rely on their work. Dave's suggestion was "well, we'll go ahead and do the alignment and tire rod for free" instead of charging me the full $1500. Obviously, since other members of his staff had told me this repair (and in effect all repairs) was worthless, I declined and said I would get back to him. He then turned quite unfriendly and said "well the truck can't sit in here forever" so I had better hurry up and let them know what I planned to do within 24 hours or else they would call the police. He FURTHER said "i'm supposed to have already called" within the first 24 hours (my discussion with Dave didn't occur until a day or two after my discussion with the others). I wrote them and was given a case number to call back about, but actually they left messages at my mother's house (where I have not gotten a phone call in 10 years and it was never the number I left them in my letters or during the repairs). I got the messages later (probably weeks later) from my mother and then returned their call, citing the case number, and left three different voicemails with my proper phone number, to a "Robert Plyler" or a "Christy Winn" in the Sears Exec Office. No one has called me back. I am an attorney and am looking into whether or not Sears, or at least the Middletown, NY Sears, actually threatens customers with police action when the customer is dissatisfied with their shoddy work. Walter Hermreck 2/4/12 Before Christmas I purchased a washing machine on Sears.com from my wife's grandmother. We had it delivered to a local Sears in her area to be picked up. The machine wasn't working right after about 10 days. Called the warranty dept who sent out a tech to look at it. He called me to let me know that we should just replace it since it's under warranty. Called the store manager in Guymon, Ok, Charles Andrews. He pulled up my order, saw that it was under warranty and told me he would take care of it. 3 weeks later I called back and there he had no idea if it had been ordered or not and referred me to an 800 # that he said was "the warehouse" and they could tell me where my order was. The number was NOT the warehouse and consequently I was passed from one customer service person to another having to explain the situation a total of SEVEN times. There were ZERO notes on the account that a tech looked at the machine, made recommendations or said it needed replaced. The store manager had NO CLUE what-so-ever either. The customer service people seemed to not know where to transfer me, all I heard was the standard, "We're sorry this happened...and blah blah blah." I knew I should have spent the extra time and money and purchased from Home Depot, Lowes or Best Buy. The SEARS service that I dealt with was/is incompetent on EVERY LEVEL. I will NEVER purchases ANYTHING from this organization again. My predication is that in 2 or 3 years they will probably not exist with the poor products and poor customer service they provide. Christopher J. Cardinale 2/5/12 Well I guess my other story didn't post and I don't want to write the whole long thing again, but, SEARS AUTO DEPARTMENT (Middletown, New York) THREATENS TO CALL THE POLICE IF YOU ARE DISSATISFIED with their work. Happened to me on December 2, 2011 and I have attempted several times to call them on some phone number they gave me for a "Robert Plyler" in the executive offices...but I never get a call back. I am a licensed attorney and am now looking into just how much this has been happening to see if there is a basis for any litigation! T. Morris 2/5/12 My wife bought me Pressure Washer for Christmas. It stopped working after a few minutes of use. I have called Sears Marketplace customer no-service on three occasions and have yet to get this resolved. My main issue is that they want me to pay the return postage for this piece of junk, which could easily cost $25. Twice I was told that I would be emailed a prepaid UPS label, which never happened. Today I was told that my return label requests had been rejected. IAlso, I'm not allowed return it to my local Sears store either. This week I will make my final call to Sears, specifically to Imran Jooma (Sr. Online Exec). If that doesn't work, I'll take it to the Clark Howard Show. He has a way of encouraging companies to treat customers fairly. Who knows maybe Stephanie L. will resolve this before I waste any more of my time on it. Sears Cares 2/3/12 Dear Lisa Greco, Please accept our apologies for the poor service concerning the repair on your washer. This is not the type of service Sears prides itself on. I can understand how upsetting this can be after not receiving the parts required and having to endure multiple reschedules. My name is Stephanie L. and I am part of the Sears Social Media Escalations team, I would like one of our corporate case managers to contact you and look further into this. At your convenience, please contact our office via email at smsupport@searshc.com so you don’t have to continue to be frustrated by this. In the email, please provide a contact phone number and the phone number your washer was purchased under (if different than the contact phone number) and we will call you. Also, in your email, please provide the screen name “Lisa Greco” for reference to your issue, and we do look forward to talking to you soon. Thank you, Stephanie L. Social Media Moderator Sears Social Media Support Fomer tech 2/2/12 Its show you who sears cares about. Stephanie L is only allowed to look and give answer to only a few people. To bad for the rest of us . I really loved my job as a tech at sears. I always to care of customer first. But sears didnt care of its employes. This shoud show customer how the feel about them. FOMER TECH Kathy Kramer 1/31/12 Sears - you have hit an all time low. I understand that the Karscumian Sisters are posing topless for their jeans to be sold in your store. Have you ever thought about what these do nothings represent? They represent everything that is wrong in this country. Do not look for me in your stores. If you would agree to sell their "merchandise", you would not be looking out for the best intersts of the "working Americans". I work for a living, I do not live off honest hard working individuals. former tech 2/1/12 I was hurt on a dishwaehetr call. Called my manger. Went to concentra. Advisewd me of a hand being brunt or a chemical reaction. Advised HR and manager. I missed one day. ON light duty for 1week. Escreen called after injury.(had to do drug test and alcohole)ask If i used meds for my lower gi promblem i said yes. He said sometimes they come back postive for thc. 1 weak later i was fired.(i dont used drugs) nOW IAM HIRING A LAWYER TO DEFEND MY GOOD NAME.Watch SEARS CORP bad news Lisa Greco 2/1/12 I had to use Sears Repair through my Home Warranty Company to repair my washer. Horrible service! They sent out a repair man to complete the job with no parts, he then rescheduled for a week later and told me the part would be sent to my home. Parts never arrived but the Sears Customer Call Center told me it was sent and signed for by some one I never heard of. The part was then sent back to the Sears Store and I scheduled the appointment for 8-12N no one ever came. Now I'm being told the technician will be out today from 1-5pm. Sears Repair is the worse service ever. Do not use them. Sears was supposed to have a good reputation as an American Company.......Not anymore. Thomas Cosgrove 1/30/12 I have been a longtime user of Sears products. Over the last ten years between garden tractors, power washers, tools, automotive, ect. I have spent well in excess of $10,000.at my local Sears store.(a simple check of my account will verify what I am stating is factual). I purched a sears Elite grill (model 11916676800) for about $800.00 in July of 08. Unfortunately it needs a part (B06W03-4N-B23)that your parts department states is no longer made. After an email chat to confirm this with your csr at Parts Direct, it was suggested that I go to a local Sears store for further assistance. I did go to my local store,(Middletown NY), and after all was confirmed again, I was given the number for the Sears supplier of grills, Victory Land Group and told to contact them for additional help.They simply confirm that this part is out of stock, and no longer available. Frustrated and simply looking to find out what other part can be substituted or made to fit my less than three year old grill, I called your "Executive" customer service. What a joke! After going through the story again, I was transfered to your escalation department, only to be transfered to your customer solutions area only to be told that a manager would call me back!!! The customer solutions individual Nancy ID#50025 at your Dallas call center did offer me a 10% discount off the purchase of a new Sears grill or a discounted service call from a Sears tech. Despite my repeated request for someone from Sears to call your supplier and make an inquire as to what they would suggest,apparently, no such action for what might well be a simple solution will be taken. Several issues jump off the page. Why are product parts for what I am told is a popular grill no longer made without at least a substitution, Why is it soooooo dificult for your customer service people to service your clients? I suggested and believe that a call to your current supplier (Victory Land Group) from the company that is purchasing a good number of these would carry a lot more weight than my experience with them. Your new Elite grill is on sale for about a thousand dollars. While I did appreciate the offer of a discount,obviously for any future larger ticket items that I would look to purchase, I wouldnot go back to Sears. Sears Cares 1/30/12 Dear Do Not Ever Use Their Layaway, My name is Stephanie L. and I am part of the Sears Social Media Escalations team. I have just read your post and I want to apologize for the cancellation of your layaway, I especially want to apologize for the poor customer service. It is very clear and understandable why this would be upsetting. I would like one of our corporate case managers to contact you and discuss how we can make turn this into a positive experience. We do value you as a Sears customer. At your convenience, please contact our office via email at smsupport@searshc.com so you don’t have to continue to be frustrated by this. In the email, please provide a contact phone number and the phone number the television bundle was purchased under (if different than the contact phone number) and we will call you directly. Also, in your email, please provide the screen name “Do Not Ever Use Their Layaway” for reference to your issue, and we do look forward to talking to you soon. Thank you, Stephanie L. Social Media Moderator Sears Social Media Support Sears Cares 1/30/12 Dear Rose, I have just read your post and want to apologize for the less than professional attitude from one of our representatives. Thank you very much for bringing this to our attention. It is understandable that this would make someone feel uncomfortable and not want to continue to shop in that environment. I would like one of corporate case managers to contact you to look further into this. At your convenience, please contact our office via email at smsupport@searshc.com so you don’t have to continue to be frustrated by this. In the email, please provide a contact phone number and the phone number any item was purchased under (if different than the contact phone number) and we will call you directly. Also, in your email, please provide the screen name “Rose” for reference to your issue, and we do look forward to talking to you soon. Thank you, Stephanie L. Social Media Moderator Sears Social Media Support Patricia 1/30/12 First and foremost, I read many negative comments under this thread, and it is no wonder Sears will be out of business in the upcoming year or two; even with the newly appointed CEO. I want to address the story MSN is currently covering on their front page. They give you a link to the three K whores who are pictured topless while trying to promote their new line of denim jeans. If a Sears executive would go to the link they can vote whether or not they like the picture and at the same time learn the percent of those that don't. Of course, I can tell you what it is currently reflecting....the highest percent and the comments all reflect negative, the comments trash the trash that Sears contracted to help them stay in business. Sears, you picked the wrong type of females to represent your store, and if anything, they will help you faulter faster. The K sister openly call their Mother a b*tch, the use the Lord's name in vain, they have children out of wedlock, etc., etc., and currently, they are topless while trying to promote a Sears product. Good luck Sears, you are going to need it! kaye 1/30/12 I am very disappointed to see the new ad put out by Sears with the Kardashian sisters posing topless in jeans. I would have thought of Sears as being a family oriented store and would be shocked if these photos are displayed in your stores for young children to see. I guess in these times, stores will stoop to new lows to try and sell but this is a new low for Sears. I will shop elsewhere, thank you very much! ed ensor 1/30/12 just found out that you are supporting the Kardashian clan and wanted you to know that i have spent my last dollar in any of your stores...i understand you trying to grasp for a lifeline, but this one has a cinderblock attached to it, and you have sunk to the bottom Wendy Corsetti 1/31/12 I purchased 20-32" televisions on Nov 23, 2011. 10 of which were wrong and they sent 26" TV's. The driver told me it was easier to refuse the delivery due to they were mixed with the 32" tvs all wrapped together. So I did. I have spent countless hours, and endless emails trying to get my refund of $5,291.78 ! They sent me email after email stating that UPS showed the tv's were delivered AND signed for. I kept begging them to call me, or to provide me with the detail that showed them that.....Nothing. Just generic email responses. FINALLY today I spoke to a "case manager" Leanne, in the Des Moine Iowa location, and she is my hero. She found out it WAS NOT UPS that delivered, it was AIT Worldwide! She saw the refusal, and that the TV's were received back to the Jonestown location! UNBELIEVABLE that this whole time the incompetent people working at these "Call Centers" were insisting that I received the TV's! I hope to receive my refund in 5-7 days after 2 long months of dealing with Sears. Thank You to Leanne in Des Moine! She deserves a raise, and Sears should seriously look at who they hire, and how complicated they make things for consumers. I spent over $30,000.00 last year with Sears for our business, NOW I guarantee that I will spend it with someone else. I understand why Sears is going down. Very disappointing. F G in Pa 1/31/12 I saved and saved my accumulated 'points' in order to purchase a desk for my home office. The desk was for sale at sears marketplace. I ordered the desk November 2011, 2 weeks before my birthday as it was a gift. The website said it would be shipped in 4-5 days. Ha. It's Jan. 31, 2012. When I checked the Sears website, my acct said it was backordered until Jan 1, 2012. The desk was purchased through Sears.com (Sears market place) The secondary store was CYMAX.COM, THEY NEVER ANSWER THEIR PHONE!!!I finally emailed,they said the desk was on backorder & I could continue to check it's status online. Then one day the order disappeared from Sears website. I asked sears about it, without explanation they re-issued my gift cards. ok so my account still stood with Cymax.com, and it appeared that it was still going to ship ....eventually. I finally was able to contact Cymax via email and was told they would "check on it and get back to me " I HAVE NOT HEARD FROM THEM EITHER AND STILL NO ONE ANSWERS THE PHONE. Then one day I could no longer access the account with Cymax. IF YOU ASK ME THIS IS VERY POOR BUSINNESS DEALING. SEARS USED TO BE AWESOME COMPANY TO BUY FROM. I am so dissapponted, I waited sooooo long AND we even bought the rest of the furniture to match that desk! What a disappointment. Now I have no desk, and the other furniture would be considered used. I could go buy the desk from another company, perhaps, but I saved those points for MONTHS & MONTHS USING MY SEARS CARD and WAS actually able to order the desk ...originally. So Sears has benefitted from my using the card. What a disappointment... from BOTH companies! AND I can't even access Cymax.com because they changed the login options with out notice! Rose 1/28/12 I don't know how many times I have been to the Sears located in the FL Mall store # 1285 and seen the store manager Mike Conerly out front smoking by the front door. I find this offensive. I have also heard him raising his voice to employees in that same location while I have been waiting in line. I shop at Sears several times a month and cannot believe the way the store has gone down since he has taken the store over. The previous manager Dave that I heard left for another store was so much nicer and just a friendlier person. I have walked past Mr. Conerly several times and he has never asked me if I needed help or even just said Hi. He has an arrogance that I just cannot stand and until I see a change I will not be going back in that store again. It's ridiculous that you would have such a rude person be in charge. Do NOT EVER USE THEIR LAYAWAY!!! 1/29/12 I placed a large purchase in layaway @ my local store.Large screen 3d TV bundle, Blu-ray, additional surround sound.My layaway receipt clearly states that "payments which are delinquent by more then 14 days may be cancelled by sears". Well, here's the deal. They cancelled my layaway right after the due date. I went in to pay four days after the date and was rudely informed, IT'S BEEN CANCELLED. Argumentative staff told me its my fault and they don't give 14 days, they don't even have to give you one day.Really? That's not the agreement I signed.The One worker suggested maybe they discontinued it.Wrong, another employee checked the computer and said they even have it in stock now.Well,I already paid over 800 dollars on this purchase and now I'm supposed to wait for a check they supposedly mailed, which has to be forwarded since I've moved.I WILL NEVER BE USING SEARS/LAYAWAY AGAIN! The employee RENEE informed me, "In my experience it happens a lot". Really? This store/company is sad.I guess this is what they resort to to make money. Cancelling layaways just to STEAL the start-up fee and 25 dollar cancellation fee which they charge.DON'T USE IT IF THEY CAN CANCEL AT ANYTIME AND KEEP YOUR MONEY.Also, store told me corporate does cancellations. Called them, they said stores do cancellations.LOL.Also, store manager was conveniently out of town! Laurie 1/27/12 I purchased an extended warranty for my television last fall. in january i called in a service request for it and the technician decided to cancel my appointment TWICE. The first time i was told they did not have a technician available, i reschedule and the second time the technician outright cancelled my appointment and decided before ever looking at the tv that it was an existing problem and cancelled my contract. - 3 months after the warranty was in effect? how was this possible? i would NEVER deal with this tech (complete with a chip on his shoulder for some strange reason) ever again and requested to bring the tv to the store for repair but was denied, it could only be done at home. I would NEVER purchase another extended warranty from sears again. Unhappy Wife 1/27/12 My husband has been working for a local Sears for about 3-4 months now. He has had to use our personal vehicle to make trips totalling over 800 miles and we have paid for all of the gas. He has asked the store manager on numerous occassions when he will be reimbursed and they keep telling him that it will be on his next check. Still to this day we have yet to be reimbursed for money that was spent out of our pocket!!! Also, they keep cutting hours and I don't see how they think anyone could live on what they pay! Sears Cares 1/27/12 Dear J.Brookings, We are very sorry to hear we have somehow let you down. We understand it can be very frustrating when not getting the help required from customer service. We do value you as a Sears customer and would like to speak to you concerning your experience. My name is Stephanie and I am with the Sears Social Media Escalations team. My team handles internet related complaints as well as complaints that come to the executive branch and we would like to assist in this matter. At your convenience, please contact our office via email at smsupport@searshc.com so you don’t have to continue to be frustrated by this. In the email, please provide a contact phone number and the phone number your item was purchased under (if different than the contact phone number) and we will call you directly. Also, in your email, please provide the screen name J.Brookings for reference to your issue, and we do look forward to talking to you soon. Thank you, Stephanie L. Social Media Moderator Sears Social Media Support Ken Wheeler 1/27/12 Yesterday, I went in your store on Midwestern Dr. in Wichita Falls, Texas, in search of replacing a couple of accessories in my craftman driver sets. Upon showing the salesman my broken pieces, he immediately said there was no guarantee on those parts. Then, we went to search in a certain section. When he couldn't find them, he said they didn't make those parts anymore and that they couldn't be ordered. I found them on your internet set. They were shown as Craftsman Compact Drill and Drive Set, priced at $12.99, and a 10 piece Drill Accessory Set, priced at $8.99. It appears that this salesman was completely uninformed on how to provide a service to a customer. Can you correct this situation? J. Brookins 1/25/12 Sears internal communications is a joke. I have never experienced such poor customer relations with a large corporation. I will never patronize Sears or any of its affiliates again. Sears Cares 1/25/12 Dear Sharon in NY, We sincerely apologize for the disappointment surrounding your online purchase. We completely understand the concern when it comes to not receiving a credit on purchase that was cancelled. I would have called in too. My name is Stephanie and I’m part of the Sears Social Media Escalations team. My team handles Internet related complaints as well as complaints that come to the executive branch. We do value you as Sears customer and would be interested in speaking to you. At your convenience, please contact our office via email at smsupport@searshc.com so you don’t have to continue to be frustrated by this. In the email, please provide a contact phone number and the phone number the dress was purchased under (if different than the contact phone number) and we will call you directly. Also, in your email, please provide the screen name “Sharon in NY” for reference to your issue, and we do look forward to talking to you soon. Thank you, Stephanie L. Social Media Moderator Sears Social Media Support Sharon in NY 1/23/12 I ordered a dress for my great grand daughter on the third of January and order was cancelled and I was notified on the 16th. Money has NOT been returned at all. I called Sears/K Mart Corporate office at 1-888-266-4043. Maureen Henry (on 1/18) said money would be refunded in 72 hours and it still hasn't as of today, Monday, the Jan. 23rd. Police will be involved now as that is a theft of my money. Once Sears bought out K Mart we royally get ripped off. Unhappy Customer 1/21/12 I went into the Shreveport Sears store today to buy a gas grill. I asked the salesman if there were some good sales on them and he showed us what was on the floor. While getting our grill, three big grills went out the pickup area.(People named Grant) I asked what those were and he said they got $500 grills for $125. I asked if there were anymore available and where they were. He said they were "upstairs" and there wasn't anymore. I went and asked my salesperson why we weren't shown those and he said they must have been upstairs and (person in warehouse) knew they were there and he probably handled that. I took this to be the old bestfriend/backdoor thing got the call and came and got these. I bought my grill and I want you to know that because of this I will not be going back to Sears again. We have been customers of Sears since 1966 and now I see why your stores are suffering. I will be on the phone and internet and let everyone hear about this issue. Anonymous Shopper 1/17/12 Re: Complaint on Kmart Associate in Madison, NC Associate: Jana Sadler (Service Desk Lead) Time after time, I have been in this store for my everyday shopping. I have complained about this associate in the past about how she treats the girls that are running the front registers and nothing gets done. Today I was in line, checking out and Jana came over to the associate that was checking me out and was VERY hateful to the young girl by telling her what to do in front of customers. She was using a very un-professional tone with her. All the customers were looking at each other like we could not believe what she was doing. If I was a manager at that store, I would have fired her right on the spot! I was told that the store manager (Bill) was going to talk with her, but according to what I hear, he hasn't. Madison is a small town and you hear about everything. This associate (Jana) has been hateful to other employees and to even customers. If you ask anyone in this town, they will advise you the same. Something HAS to be done about this. If not, myself and others locals will stop shopping here and go to our local Walmart. I have always been a Kmart shopper, but if you continue to hire or keep employees like this, I will stop. Its all about customer service and how you treat your employees. This is not mine or others first complaint on this employee (Jana). Please do something now, before you start to lose more customers in this market. Thank you Anonymous Shopper Diane M. McDonald 1/18/12 SEARS is not responding to my needs. I am tired of pulling out the plug on my GE Profile and having to start the load over. I am tired of my washer stopping after if washes and then have the need to start the load over or start the rinse cycle. I am tired have having service people come to my home and tell me there is nothing wrong with it. I am tired of them changing the rules on the warranty as they go. I want my money back. I am tired of hearing from the service people that nothing is wrong with the washer. They leave and the same thing happens all over again. Where has AMERICA made product gone? NAPOLEON SULLIVAN 1/18/12 I JUST WANTED YOU TO KNOW ABOUT THE CONTRACTORS WHO HAVE RUNNING THE IN HOME DELIVERY IN AUGUSTA,GA IN WHOM I WORKED FOR DANIEL OF CMD TRANSPORTATION WHO WAS NEVER ON SITE PLUS PETTE PEDRO WHO CONTRACTED UNDER PTG WAS HARRASSING SOME EMPLOYEES ABOUT THEIR JOBS ARE ON THE LINE IF THEY DON'T THE SURVEYS UP MAKING IT A DIFFICULT WORKING ENVIRONMENT TO WORK AT PLUS NOT PAYING FOR THE WHAREHOUSE WORK THAT WAS DONE MAKING ME HAVING TO SEEK LEGAL ACTION AND CMD NOT TRYING TO HAVE ANY ONE CONCERN WHEN HE KNOW THAT PETTE ALWAYS HARRASSING SOMEONE AND MANY PEOPLE HAD BEEN LET GO FROM WORKING THERE SINCE PETTE CAME TO AUGUSTA. Wentzell 1/19/12 THEY SHOULD ALLOW YOU TO CHOOSE ZERO STARS! I have used Sears for 15 years now and I WILL NEVER USE SEARS AGAIN. I am on my 4th transmission with my washer machine that I've had for 9 years. Calling in to get questions answered is a waste of time. When calling to find out where a part is or to schedule service, they ALWAYS tell you what you want to hear. I would rather know the truth than to be expecting service on a certain day and then no one show up! How rude and inconsiderate of their customers and their time. I am now on week 3 of not having a washing machine because Sears promises delivery and then can't deliver. When the part does eventually get there, you have to call again and reschedule only to be pushed out 5 more days, as if it's your first time trying to get service. I'm sick of calling in and getting no where with people that barely speak English! No matter what you say or ask, their response is always "I'm sorry for your frustration". PLEASE DO YOURSELF A FAVOR AND DO NOT CHOOSE SEARS! Safety Harbor, FL Howard S 1/16/12 Had a technician charge me $180 for a snowthrower repair on Saturday. Come Monday on my first try to test, the snowthrower still does not work. After speaking with a Cust Service agent who could only schedule a follow-up to fix their mistake for 8 days out, I was disconnected when I asked to speak to their mgr. This happened three times. Fourth call, got me to mgr. Ryan who refused to give me his bosses email, direct line, or a credit for the $180 charge and could not get anyone to look at it before Jan. 24th. I understand you are busy, but should be an exception made for a charged service call where problem was not fixed. Also, awful to be disconnected on transfers 3 times and repeating my name, phone, email, address 5 times. Can't you see what number I am calling from? Recently bought a $!000 fridge and had a $500 dishwasher delivered by Sears yesterday with no problems, but they will be my last purchases ever. Would like a call, earlier appt. and credit. Bob 1/16/12 They are impossible to reach and disinterested in doing anything. I purchased a 14 gallon humidifier at the Swansea, MA store.It is manufactured with a defect so that one of the two water reservoirs will not empty. I opened everyone in stock and they were all defective. I even spoke to the manager and showed her the problem. I went back to see if there was a new shipment and they actually retaped the defective ones and put them back on the floor for sale. I called corporate, spoke to 3 different people (all of whom said it was not there issue)and after 35 minutes gave up.I have bought SEARS products for the past 40 years and am now offically done. They are an aggravating group of incompetent managers and corporate shmucks. No wonder they are tanking DO NOT BUY THE 14 GALLON HUMIDIFIER james 1/16/12 sears How much money does sears make each year on people like us. For example I was charged on my account for something I did not buy for eighty dollars on citi card ,Sears said they would take care of it and it went on until the amount was over two hundred dollars , i have good credit so i paid it off for nothing. STAY AWAY FROM SEARS THEY ARE CROOKS. l jenkins 1/13/12 I have been a sears customer for 40 years. After receiving the wrong item I ordered over the computer and trying to get customer service to correct sears mistake, I am so upset over spending several calls and e-mails with no help that I am going to pay my account in full (even for the robe I never received)and CLOSE MY ACCOUNT,never to buy from Sears or any company they own. You would think they would want to keep a 40 year customer for a credit of $24.17 Kerrin Schultz 1/13/12 We have been shopping at sears for 20 years and would not shop there now except for a gift certificate. We spent two hours at sears looking at sheets and the one 16 year old salesperson could not understand what a flannel sheet was. She was pleasant but did not have a clue about what was going on. We after being on the computer for an hour were told that we weren't on the sears site. Asked for a manager from a sales clerk on the first floor and as he smirked he brought someone to us who resembled Barney fife who gave no explanation except to tell us that we could not cash the gift card in for this worse then wal mart store. Probably should have done his job and helped us on the computer. I will call corporate and then hope this store at the aurora mall goes out of business. It is not like they have a lot of employees to support. Terri Naze 1/14/12 We purchased a Kenmore dryer from the sears store in Jamestown, ND. We purcahsed it a week before Christmas. When they delivered it, there was a large dent on the lower front panel. I called Jim Mathison, manager of the store to let him know the details. He said that he would order a front panel & get it fixed. 2 weeks later I called him to find out when this was going to happen? He apoligized & said he dropped the ball on that one. He forgot all about it. He said he would order the part & have it takn care of. The Jan. 13th. the day it was supposed to be taken care of, I got a phone call from the service man that he would like to see where the damage was. I told him, it was the front panel. Then I asked him if the part was even ordered? He told me NO, that he would have to look at it. I also told him that I was not going to be home until 2:00 pm. He told me that was too late for him. Really? I then told him that I was at work & busy. I also told him that sears will never get my buisness again. He said, Oh, Jim won't be happy about that. I hung up in disgust....There have been many complaints about this sears store in Jamestown. If they can't fix it the in a proper manner. I want a NEW dryer! Extremely dissatisfied customer 1/15/12 It seems to me that Sears and it's officials don't even have the courage to try and solve issues that the companies employees have created. The company employees are allowed to treat people like they are not even human and then the higher ups in the Corporate offices cannot be contacted to further discuss what has happened nor what will be done to correct the problem. Way to go Sears upper officers, this is definitely the way to show your true colors and just exactly what the people who made your business a success count as in your eyes. I personally will not shop at any Sears, K-mart's or any business associated with Sears again. You Senior Officers should be proud of yourself as in my eyes now you are nothing but irresponsible cowards and I do hope that your business falls face first on you and sends you directly into Bankruptcy. You are definitely creating a name for your company and trust me, it is not a good name for your business! Thanks for the rotten service! Carl 1/11/12 We purchased a new Sears Kenmore Elite refrigerator and GE Profile stove on 1/5/2012. The delivery was originally scheduled for 1/24/2012 but due to circumstances we contacted the store on 1/7/2012 and tried to get the delivery rescheduled for 1/17/2012. The store where we purchased the appliances told me that I had to contact the Customer Service Center on a toll free number. When I contacted them I was connected with a person who could barely speak english and was told that they would put in a request to have the delivery date changed but there was nothing they could do. They said that I would be contacted within 24 - 48 hours with a decision. After waiting the 48 hours wtih no contact I called the Customer Service Center again and got yet another representative who could barerly speak english and was told that they could not change the delivery date. When I told them that I no longer had an operative refrigerator, they could care less. I asked to speak with a supervisor and after witing for over 35 minutes on hold I was disconnected. The Sears Customer Service is non-existant. You can't get anyone who speaks english or anyone who cares about the customer. We've purchased appliances from Sears for the past 35 years and this will be the last time. I am still trying to get the delivery rescheduled. Incredibly Irritated! 1/11/12 I placed an order with Sears online on Dececmber 2, 2011. Sears debited my account on December 5th. I never received any emails regarding my order, however, when logging into my Sears account, it showed the status as being processed, shipped, will arrive in 5-7 days, then 3-5 days, then 0-2 days so I was patiently awaiting the arrival of my package. On December 16th, after it had said 0-2 days for about 4 days and I received no package, I logged into my account to check the status again only to find out that Sears had cancelled my order that day. Totally aggravated, I called to find out why my order had been cancelled. The young lady told me that she was showing that they were out of stock. No. 1- I should not have been able to even add the item to my shopping cart if the item was out of stock, No. 2- Sears should have not debited my account until the item shipped. No. 3- Sears should not have waited 14 days to cancel my order. Today is January 11th and I have yet to receive a refund. I just hung up with Customer Service for the 4th time regarding my refund. Each time I call, I am told the same thing, "I am not showing where a refund has been issued by the credit department. I am putting in a request now. You should receive your refund within 5-7 business days." I am totally irritated and will never purchase anything from Sears online again and may never step foot in another Sears store. I am afraid that I will not get my refund and will havt to take this to the next level. I am sure that I am not the only one this has happened to. This is totally unacceptable and Sears needs to take care of it! Evelyn Fischer 1/11/12 To Whom it may concern at Sears. I have major complaint about my sears master card. I recent paying high interest rate on the credit when it has been closed down. I made payment on Nov 2, 2011 for $170 for November 27 pay period. I made paymnent $169.00 on Nov . 28 that was posted Nov. 29, 2011 according to my back .This payment of $169.00 was supposed to put on Dec. statement but was posted to Nov. I was told nobody can be fix this error.I receive another state tell I had past due on paymnet of $163.00 plus current payment of $163.00. I extremely upset, because was just four day to new billing cycle it posted to wrong month. I recent having to twice the paymnet in one. I have no past due according to financial yet am expected to another payment $163.oo is unfair and taking advantage of loyal customers. I have been sears customer for thirty years. Sears is losing very loyal customer the high interest on closed credit, further more sears is only credit card during the recession that has been unwilling to lower it interest on the credit more reasonable so the debt could be paid faster. Clearly Sears is only interest making money their customer but unwilling to assist matter. If sears would like to fix this matter. You can look my acct in your records. I live in Kingston, Ontario Canada K7k 6W8 Sincerely, Extremely Upset Frank 1/12/12 Our washing machine, still protected under an extended service plan we bought, is broken. Because there's a missing model number inside, Sears refuses to fix it. We have the receipt and the manual, but they won't budge. This is lousy customer service -- you would think that a company in as much financial jeopardy as Sears would want to retain its long-time, loyal customers. Nobody with whom I spoke can think as a human being; they all fall into line with what seems to me to be an absurd policy, given the information we can provide them about the machine. Terrible customer service 1/12/12 Ordered a camera before Christmas. Got lost in mail, not Sears fault, but the customer service I have recieved is unbelievable. I waited 3 weeks to get resolution. I was told that I would get the item at the same price once there was a completed investigation. Now I'm being told that they can't give me same price and that the item is on order even though it shows being in stock on their website. Terrible customer service. stephen roberts 1/12/12 I know that Sears is now owned by K Mart Corp. I remeber when K Mart and Sears was both good places to shop 30 years ago. They both had values and cared about there customers But, now screw the customer and increase profits. I was in a K Mart store the other night and asked three sales people where something was, and all three acted like they could have cared less if I found. I gave what items I picked up to purchase one of your sale clerks and walked out of the store. Now for Sears, Craftsman Club now sucks. Craftsman Club was mailing me sales book each month of all item on sale. Back in the old days during Craftsman Days I could get 10% off any Craftsman tools. So once a month I would buy what I needed for my job. The Craftsman Tool Catalog was in each store, and each year I could not wait to see the new tool catalog. I order a tool catalog on line. Tool catalog gives you every tool sold in a set or whatever. I don't like your on line catalog tonight I could not go to page 2. So I don't buy tonight. Back Room Associate 1/9/12 I have been a current sears associate for over two years now. All I wanna say is that we get treated like the bottom scum of an old bucket of shit. We are expected to clean up everyone elses messes, don't get me wrong i don't mind giving a helping hanbd from time to time but its the simple nagging things that are left around our stock room and the trash left all over the place. the thing that leads to this is that we get scolded at for it being there. This isn't right. I was also a cashier for the first two years I've been here and i can promise you this store cannot function efficiently without us. I would like corporate to acknowledge the hard work that we put into this place. For example: Say all of the backroom team associates were to go on strike, the store couldn't possibly run and reorganize all the stock rooms and pick ups in a timely manner. WE DESERVE MORE RESPECT! Extremely dissatisfied customer 1/9/12 SEARS used our debit number to charge our checking account $199.99 for a water heater installation on 12/30/11 then took an additional $199.99 from our checking account on 1/1/12 and insists they credited our account back $199.99 on 1/2/12. However it is now 1/09/12 with no credit received on our checking account YET. Sears said it takes 5 to 7 days to get the credit through the bank. WELL, how come they can take the amount out of my checking account immediately but it takes them 5 to 7 days to credit it back to my account???? They did not tell me of the second charge and supposed credit to my checking account. I only discovered the duplicate charge with no credit applied when I saw my account balance was a lot less than it should be. When I called to complain stating if I had not noticed this duplicate charge and wrote checks on money I was supposed to have in my account but thanks to SEARS do not, I could have had returned check charges out of the yazoo. In addition to this rip off, the water heater installation that was supposed happen the next morning after I called did not happen until 3 days later and I had to call each day to get it done. Since the install did not happen the next morning they said I would receive a $50 gift card well, guess what - 11 days later I STILL do not have that either. We have been Sears customers for years but thanks to this latest we will no longer shop at Sears!!! yang40 1/10/12 I just made a purchase with Sears online on December 14/11 and then got a email on December 16/11 that item was shipped. By December 19/11 I call Sears they told me that UPS deliver item and left it at front door then also said someone signed for it which I am not aware of signature upon arrival. When I told them I didn't get it they took my complaint. Said it takes 5-7 business day by Jan. 3/12 I will hear back from them about the investigation. I call them again Jan 3rd. They still said they're investigating I said I thought with a phone call to UPS this issue could be resolved in 3 days the least since it showed where merchant went and who signed. They couldn't give me no other information. I told Sears I just want my full refund until now still waiting, Sears has poor unsatisfactory in solving problems and takes their own little time in doing it, everyone seems laid back while a customer is frustrated without anything. I see why they're going out of business no wonder if I only knew this in time I wouldn't made purchase with them online. jim 1/10/12 I bought a wall oven in September 2011 and first time we cleaned it the glass shattered. The tech has no showed 3 different times. My wife took off work three times and waited all day. I am done with Sears. I will never buy another item there! Don't buy an extended warranty in St Louis West County -the service techs suck! William Patch 1/10/12 No wonder Sears is closing over 100 stores. The quality and customer service by Sears has been declining for years and has now hit the bottom. Purchased a mattress set in 2007 at Sears, Cumberland Mall, Georgia. Came with a ten (10) year warranty, At four (4) years, the mattress and box spring, made by Sealy is defectve. Went through tedious protocal with Sears Mattress Warranty Department located in Texas, This included submitting numerous photographs of the mattress, box spring, bed frame, and receipt, along with copy of actual warranty. Was called on 01/10-2012 by Sidney, ID# 83301 and notified that the photographs revealed no sagging, therefore no replacement under warranty. Emphasized that my letter stated that the defects didn't involve a sagging issue, but weakness in certain area of mattress to include coil(s) or wires that were loose and/or broken. Additionally, that the box spring squeaked, rattles, and make other noises in same area, to include loose or broken module wire, compression of modules, which are all clearly identified as being covered under the ten (10) year warranty. Sorry, no evidence of sagging, so "we" (Sears) can't do anything. DUH! Escalated to manager, Christina, ID# 080828, who restated what Sidney stated. Where is the "common sense" in these Sears personal? Don't they understand that there wouldn't be any sagging with the aforementioned issues, nor would pictures depict sagging? I've been wronged as a Sears customer. This mattress set is clearly under warranty and Sears refuses to replace the mattress set. When I suggested that Sears send someone out to my residence to inspect the aforementioned for verification, the manager, Christina merely stated that Sears doesn't do that as Sears doesn't hire people to go out and inspect mattress sets in homes. Even though I'm disabled and fall under the American with Disabilities Act (ADA). If someone with some common sense from upper management reads this, please feel free to contact me at (770) 980-0019. If not, I will NEVER set foot in another Sears store again. Bob and Marsha Rex 1/10/12 My husband and I live in Garland, Texas and recently purchased a dishwasher from the Collin Creek Sears in Plano, Texas. We just wanted to let someone in charge of the maintence crews that are sent out to install the dishwasher we bought that we were so impressed with the gentleman that showed up we felt like he deserved someone to write something possitive about his work! His name was Keith Hammock. To remove our old dishwasher was a huge challenge because it would't come out of the slot it was in...it was hung behind the new tile we had installed in the kitchen. Keith worked so hard and never gave up and finially he went and got an electric saw and sawed the legs off of it so he could pull it out! A one hour job turned into almost four hours but Keith never complained and worked as if we were his only job that day! He certainly derserves a huge recommendation of installments and a big raise for being so professional! For Keith's sake, I hope someone in charge takes this seriously! PAY IT FORWARD!!!!!!!!!! Thanks so much...The Rex's Right or wrong 1/6/12 Dear Mr. Lampert I was currently fired from a local kmart for simply accepting something from a customer. What bothers me the most is my boss and lose prevention knew about the situation from a month before my termination, why did they Wait till I approached the situation and brought it up to the lose preventions attention? Also why can a homeless individual continúe STEALING and nothing happens and to make matters worse loss prevention is aware of that individual. With all do respect, but thats a crock. Bradley Holmberg 1/6/12 I just read that Sears may not be around for long.Wow, what a sad thought. I got my sears charge card back in 1970. I can tell you why you are going out of business. No Salesmanship. Any one who has been in Sears will tell you that you have to beg someone to ring up your purchase. Also. no one there would ever try to sell you anything. They are just there at work to kill time. I do not blame your sales force. This problem is all managment. Your sales force has had no training in the art of selling.If you wanted to save this company you would need to have your managers leave there offices and go to the sales floor. There is nothing wrong with any of the products you sell. You just don't care enough to do a good sales job. Bill Chapple 1/6/12 My wife ordered a truck box for my 04 Mazda pickup for my Christmas present. I endedup waiting for an hour while the ONE person at pickup went through everyone waiting to pickup their purchases. When he got to me, he had an attitude problem and then said go to Automotive to get it. When I finally got my box, and got it home it was for an F-150 truck. I took it back and the guy there made me wait for 45 minutes while he was Helping a sweet young thing, then it was another thiry minutes while he told me he would have to reorder it and it would be another two weeksbefore I would get my box. THANKS SEARS FOR SCREWING UP MY CHRISTMAS!!!!! I will not be buying anything else from your store again. I will get my tools from SNAPON OR someone else YOUR LAFAYETTE INDIANA STORE SUCKS!!!!!!!!!!!!!! Gail b 1/6/12 Sears is a place not to shop they product is no good and they give you the run around when talking to Sale Repersentive. I perchase a product from Sears had for 2 months started giving problem so i called repair technician he came out and look at it and said powerboard went out. So, he ordered the parts and them shipped to my address and said to give a call when the parts got here. I gave them a call and they gave me an appointment time he would come out and fix it. I received a call early morning on the appointment day and my answer machine caught it because I was sleep but my time was set for between 1pm and 4pm. Well, he never showed so I called the store and they said he didn't come out because I didn't answer the phone. Then tried to reschedule for a later date. They won't exchange it for another and I am paying all this money for a T.V. that doesn't work properly. I advise anyone not to buy from them and I will never ever do business with Sears again. Barbara 1/5/12 Wow, all I wanted was the corporate number to call and talk to a manager about an issue and now I see all of these poor ratings and NOTHING positive. How sad. My situation is regarding the purchase of a mattress. The original purchase was in '09 and by '10 it was sagging really bad. They honored an exchange for another mattress and in '11 it too began to sad. We are not overweight people and nothing is wrong with the box springs. So we jump through all of the hoops we need to in order to return the mattress once again and not only do we have to pay for shipping (again) but I'm told that after this one, we will no longer be eligible for the exchange program. Additionally, the warranty is not per the product, it is per the original purchase. So I am already 3 years into a 10 year warranty on something that is brand new. What??? A refund is not an option so we have to choose a different mattress now since the original is no longer available. Hmm, imagine that! The mattress we chose is about $200 cheaper but they will not give us the difference. However if we choose a mattress that is more expensive, we have to pay the difference. This whole thing is just amazing to me! Good luck Sears. I can't see how you will survive is service continues like it is based on the above instances. Kim Lord 1/5/12 (I'm submitting this here because the e-mail that is listed for sears came back to me) I bought an XL mattress from sears.com on Dec. 4th and we thought it was much too hard so we decided to return it. I called on Jan 2nd to get the return policy information and was told that I was responsible for shipping back. The problem I had this morning is that I could not vacuum seal the package the way that Innerspace did. And instead of costing $18 to return it was going to be $67 at the least. I decided to call sears to see if I could possibly bring it to a store of they might be able to help me with the cost, considering it would be almost half the cost of the mattress. Now I am writing to you due to the service I got when I tried looking for help. The manager, Megan, told me that I should have read the description more closely so I would have known what I was getting and that maybe should could have helped me but it takes 48 hours to get an e-ticket return label and that would take me over the 30 days. Does that sound as unbelievable to you as it did to me? I went back to read the description and it used words like support, comfort and it would exceed my expectation. Therefore in my opinion the description is unclear if not wrong, does that help me? I was under the impression that Sears was a top quality company that wants their customers to be 100% satisfied like LL Bean and REI, and this is why we buy so much from Sears, our television, appliances etc. But this has been the worst customer service I have ever received, mostly due to the way she spoke to me and made me feel like I had made the mistake. Could you help me in any way possible, as I pointed out though, my strict 30 warranty ends tomorrow! Angelo Canale 1/4/12 I purchased three Kenmore appliances from the sears store in Coconut Creek , Florida. I have had problems with two. One of which is a Dishwasher. It started to leak and I made an appointment for a service call. I was charged $129.00 for a service call fee plus parts which drove the price up over $200.00 and had to wait an additional week for the part and istallation. A week ago the same problem occured and after callin in I will be charged another $129.00 plus parts. I can see why a company that has always been a part of American life is closing a 100 plus stores. You have out sourced your service department which charges an outragious price and poor results. I will not be shopping sears again. Thanks for nothing, Angelo Canale E Quesada 1/3/12 Today is January 3rd, 2012 and I have been without a fridge and all my food spoiled. The technician came three times, in which I missed three days of work (non-paid). All he did was click on a computer and no tools were used, apparently they only use a laptop to look useful. I have been using a cooler to feed my family and Sears could care less. I have gone through their phone tree 20x and have repeated my story over and over. I am beyond myself and so disappointed with thier customer service, but most of all these rookie service techs. I went out and bought a brand new and NOT with Sears! The disappointment and the lack of care is so disheartening! What a way to flush the loyality down the drain. I am still waiting to hear back for my appointment! 1/3/12 I WANTED YOU TO KNOW YOU HAVE NO LONGER ANY CUSTOMER SERVICE FOR THE PUBLIC. ON 1/2/12 IN MODESTO, CA I WAITED FOR HELP IN LINGERIE THEN HAD TO WALK THE WIDTH OF THE STORE TO A REGISTER IN HOME WARES TO ASK THEM TO SEND ME HELP. IT TOOK MAYBE 10 MINUTES. WHILE I WAITED THERE WERE PROBABLY 5 OTHER PEOPLE CAME INTO THE DEPT TO FIND HELP AND FINDING NO ONE LEFT. MY HUSBAND WENT TO MENS TO FIND SUSPENDERS AND FOUND YOU DON'T CARRY THEM. WE DID BUY WHAT WE WENT THERE FOR WHICH WAS A WASHER. ALL KINDS OF HELP IN THAT DEPT. WE HAVE ALWAYS FELT SEARS HAD GOOD PRODUCTS. THE LINE IN THE TOOL SECTION PROBABLY HAD 10 + CUSTOMERS IN THE LINE FOR THE REGISTER. HOME WARES HAD ONE PERSON ON THE REGISTER AND HAD I THINK IT WAS 6 PEOPLE WAITING IN LINE. ALL OF THE ABOVE MAKES ME THINK YOU NEED A NEW CEO OR SOME MAJOR... CHANGE UNLESS YOU ARE JUST TRYING TO GET OUT OF THE DEPT. STORE BUSINESS. THERE WERE SO MANY PEOPLE IN YOUR STORE YESTERDAY AND VERY FEW LEFT WITH PURCHASES. PAUL AND IVY LAFFOON Laura 1/3/12 I had an appointment to get my dryer fixed this afternoon between 1-4. Had my parents come in from out of town to wait for the repairman since I could not be here during those hours today. I was told that there would be a phone call an hour before the repairman arrived. No phone call ever happened. I called at 4 to find out that my appointment had been cancelled due to a number of technicians not showing up for work today. The dispatcher never called to tell us the appointment was not going to happen and wasted my parents day and time. And to make matters worse, the next available appointment is six days from now. If I hadn't recently bought an extension on the warranty I would call someone else to fix my dryer. I'll never buy from Sears again. This is VERY poor customer service, a waste of time, money and gas. Ed H 1/3/12 Have a 3 month old $1600 (Craftsman) tractor that is leaking oil, called for service and got a 9 Hour window appointment, thats right 9 hour window, tried calling the day of appointment to get an idea when the repair person might be arriving got put on hold and had to lisen to Indian music, then got hung up on. Well needless to say I am no longer a supporter in Sears. Does anyone care about customer service anymore. Sad sad sad...... John Scherer 1/1/12 It's pretty sad that your company is willing to lose a "Valued Sears Customer" over an order you could have stopped in the fist place. ----- Original Message ----- rFrom: "Sears Parts Direct - Customer Support 1" To: "ja scherer" Sent: Sunday, January 1, 2012 9:36:56 AM Subject: Re: Page Feedback Parts Direct Page (KMM20587223V28560L0KM) Good Morning Valued Sears Customer, We received your concern regarding our cancellation policy. We strive to provide you with the quickest delivery possible. For this reason, once your order is processed we are unable to change or cancel it. We regret any inconvenience this may cause. Our cancellation policy is detailed before you click the final 'place order' button to submit your order. As a result, you are responsible for the return shipping expense when returning an item to Sears PartsDirect. If we can be of additional assistance, please feel free to contact us back through email at partsdirect@customerservice.sears.com, Chat, or phone at 1-800-469-4663. We appreciate your understanding. Evin P. Sears PartsDirect partsdirect@customerservice.sears.com 1-800-4MY-HOME (1-800-469-4663) Original Message Follows: ------------------------ I understand having to pay shipping to get the parts to me but since I could not stop the the order I feel I should not have to pay to return the parts. ----- Original Message ----- From: "Sears Parts Direct - Customer Support 1" To: "ja scherer" Sent: Saturday, December 31, 2011 2:16:09 PM Subject: Re: Page Feedback Parts Direct Page (KMM20581406V58925L0KM) Good Afternoon Valued Sears Customer: We are so sorry that we are unable to accommodate your request to cancel your recent part order. To ensure that you receive your parts order in a timely manner, orders are automatically processed electronically. Once processed, your order cannot be changed or cancelled. We value the fact you took the time to give us feedback on our performance. Sears PartsDirect aims to consistently deliver service that improves the customer experience and we hope we have the opportunity to prove that to you in the future. If we can be of additional assistance with any of your parts needs, please contact us at partsdirect@customerservice.sears.com or call us at 1-800-4MY-HOME (1-800-469-4663). We appreciate your business and thank you for choosing Sears. Linda M. Sears Parts Direct partsdirect@customerservice.sears.com 1-800-4MY-HOME (1-800-469-4663) Original Message Follows: ------------------------ () Please enter your email address if you want us to contact you:: ja.scherer@frontier.com Share your feedback here: : My order number is 316291736.Your policy not to be able to cancel an order is bulls&%. I placed an order approximately 12 hrs ago. I just called to cancel the order because they were not needed. Now I will have to pay for shipping to me and back to you for nothing once I get the parts I won't need. I've in the past purchased many Sears products from appliances, tools and garden equipment. If this is going to be your policy then I will no longer purchase a Sears product again. Gee I wonder why you're losing loyal customers. ------------------------------------------------------------------------ ------------- This message, including any attachments, is the property of Sears Holding Corporation and/or one of its subsidaries. It is confidential and may contain proprietary or legally privleged information. If you are not the intended recipient, please delete it without reading the contents. Thank you. james 1/1/12 Please change to no stars. People having trouble with repairs is because sears has no service department as use to, it is contracted to outside service that works on all brands. If you want a company that treats the customer like sears use to twenty years ago go to Lowes try them out. Another Unhappy Customer 12/30/11 My purchase was outsourced to Tech Geeks. Apparently there is no hope for the item to be delivered as of today (it was supposed to arrive before Christmas origionally). So far Sears has been fairly kind in dealing with me, but in the morning I am asking for my refund. I can only hope things will go smoothly from there! Do not buy through the 3rd party companies! ELLEN 12/31/11 I had a repair man out to fix one of my appliances on Dec 27 and he had to order the part. He told me he would be back out on Saturday December31 to replace the part. I called in the morning to make sure that they were still coming. I was told that they would be out on January 4 to make the repair. After spending over 1 hour on the phone being on hold,and to hear that Jan. 4th. No one told me to call when the part came in and and they make the appointment when they want you to have it. Its a good thing that they can lie to you and say that they can't do any thing for you. Its a good thing that we now have the web, and you can search and find the way to make the repairs with the parts that they sent to your home. They are the ones that are the loser,I have the parts and now the repair has be made without a service person coming back out. Sears, walmart or any of the other big box stores only care about the green, and the bouns, that the big people are going to get. All they do is seat on the big asses,and watch the green get bigger, because they treat the rest of the workers like slaves. They are the ones that make the green and get JACK SHIT Donny 12/31/11 I have bought Sears tools for 15 years and throughout I have never had to have a reciept to bring in a defective tool. I bought a Craftsman professional floor jack that will not even raise a compact car. The jack states that it is a 3 ton for suv's and small trucks. Won't even lift a Ford escort. When I tried to exchange for another one I was told without care " you cannot exchange without a reciept no exeptions. I have either broke, had damaged tools from the begining I am completly disapointed my garage is filled with Craftsman tools and even craftsman lawn tools that I am now going to sell before they break. All over a $100 jack. That nobody will stand behind. John Brown 12/30/11 WOW, it's sad when a company as large as Sears repeatly LIES about scheduling a service tech to fix a dryer purchased from their store. We scheduled for service weeks ago only to be told at 4pm that no one would out as scheduled. It's hard to believe a company would go so far to set a date, then wait until the end of day to call and say "We can NOT make it, please reschedule another week! In a slow economy, people can't afford to leave work and sit at home half a day for NO service. I don't understand Sears corporate allowing this to happen and wonder why they have no business. Customer service made Sears and poor customer service will close Sears. Former Customer 12/29/11 Sears used to stand for quality and reliability. Now it stands for garbage. If you order from Sears.com your order will be forwarded to a third party seller and Sears passes the buck too. They will no longer help you with your order, you have to contact the 3rd party, who you cannot reach. I'm gald I paid with AMEX, at least they'll help me by stopping payment. This issue and Sears' partnership with the Kardashian (should be spelled KarCASHian) bimbos has closed the books on this retailer for me. kelly 12/29/11 I AM SO GLAD SEARS IS CLOSING ITS DOORS IN SOME LOCATIONS. I ORDERED TWO NETBOOKS FOR MCHRISTMAS ON DEC 12, WAS TOLD I WOULD RECEIVE THEM ON DEC 16. I HAVE BEEN GIVEN A PHONY TRACKING CONFIRMATION NUMBER THAT DOES NOT EXIST AND I AM BEING TOLD BY SEARS THAT I CANT GET A REFUND BECAUSE MY ITEMS ARE IN PROCESS. I HAVE CANCELLED MY ORDER AND I AM STILL BEING TOLD MY REFUND CAN NOT BE INITIATED BECAUSE ELECTRONIC DEALZ HAS SHIPPED THE ITEM. IM WAITING TO HEAR BACK FROM SOMEONE IN REFERENCE TO THIS SCAM. ANYONE ON HERE FEEL FREE TO EMAIL ME KELLYRAMSEY819@YAHOO.COM hf46 12/27/11 I started to buy several kitchen appliances online for Christmas. The online prices were great, the free shipping was great, the 18 mo deferred interest was great, the online chat help was great, and basically I've always had confidence in and liked a lot of things about Sears over the years. The problem poped up when it came time to apply for the manditory Sears Card. They wanted my SSN, I guess this is fairly common nowadays, but my immediate reaction was NO! A little further into it, I discovered that they not only wanted my SSN but it would be given to Citibank(yuck!), who the card would be with, personal info would be sharred etc. That's when my reaction escalated from NO! to Hell NO!!! I'd like to get this info to Sears Corporate, that's how I got to this site, but I don't have the time to dig out a route, and I doubt they would care much, as they seem to be marching to a different drummer than I remember. Chas 12/27/11 I have three orders that say they were delivered and I have not had anything delivered. One of the orders don't exist with the USPS and the other two were never shipped. The two marketplace telephones will not anwser their phone and the mailbox/anwsering machine is full. Yet SEARS keeps selling for these two places, electronicdealz.com and geeks. Geeks phone number according to the white pages lookup is a cell number and not a business. Anybody can set up an account, take the money, and run. DO NOT ORDER FROM A MARKETPLACE RETAILER..... unless you like to give your money away, because SEARS will not help you! PS they don't go down to 0 stars and they need to. james 12/27/11 From all the unhappy customers I see here I don't need to say much about sears. But it is not the same company i used to work for. Bad deal on tractor I bought, salesmen not trained to sell , told me you never change oil in transaxle, filter on it is to be changed every 100 hours and 84 oz of fluid. Delivery brought mower to house and hit tree and broke bumper second tractor belt on deck on wrong, four hours of use mandrel bearings went out , 6 hours two grease fittings fell out, 8 hours second mandrell out. Would not give refund and told me to get lawyer and use the lemon law and hung up on me. I could go on with a lot more but I am going to write the main office and try help them close a few hundred more stores. I am just getting started. Sears has gone to h. No Sears Dishwasher for me - NEXT 12/28/11 NO customer service. None whatsoever. On top of it, they insult you by completely ignoring any appointments or time windows and show up hours later for repairs. Twice. When calling for help, they hang up on you. Repeatedly. When I read the news about Sears closing down 100+ stores, I was not surprised at all. Maybe a bit at the fact that they have stayed in business this long. This is a shame for all the people losing their jobs, but frankly with the attitude I have experienced over the past 3 weeks while trying to get a 10 month old item repaired (not even one year old!) Sears does not deserve any clients. If you value your sanity, stay away, far away from their appliances. Nicole 12/22/11 Let's just say I wouldn't give any stars if that was an option. Do not buy from Sears.com! It is a complete mess! I ordered a mattress online on Dec. 6 and recieved an automated message confirming delivery for the wrong mattress. I immediately called and canceled that order and was hoping to order the correct mattress once the money was refunded. A few days later I recieved the same automated message confirming my order, that had already been canceled. I called Sears online again to only be informed that my order had not been canceled correctly. The sales representative promised it would be taken care of and if the delivery still happens to deny the order. Sure enough a mattress shows up at my door. I had to contact Sears delivery department this time to tell them the order was canceled. Why was it my responsibility to notify delivery? Next I called another sales representative and was told my money would take another 7-10 business days due to the mattress leaving the warehouse and having to be inventoried. What?? I then demanded to speak to a supervisor, after a disconnection(how convienent) and trying to get back to who I initially was speaking with I finally got a case manager. She apologized and garaunteed that my order had been canceled and my money would be refunded with 72 business hours and also said that the holidays are hectic and there are alot of seasonal workers and apologized again. Well it's almost 5 days later and no refund. I have spent hours talking to many representatives and no one seems to know how to connect me back to the case manager I had spoken with. I finally called corporate and complained. I also was told that they can't gaurantee a refund in 72 hours. Well I would love to hear all of the phone conversations that I have had that were recorded for quality assurance because it will be obvious Sears is far from quality! man 12/25/11 Sears KNOWINGLY associates with scam'company' electronicdealz.com Sears is aware that they are ripping people off and have been for months. Sears is making money for helping electronicdealz.com rip everyone off. Boycott Sears!!!!!!!!! they ruined mine and many other peoples Christmases. My kids have nothing under the tree now... meanwhile, the 'owners' of electronicdealz.com are having a great Christmas on everyone's money! Sears has yet to do anything more than pass the buck. Sears is liable here...I purchased from SEARS, paid witha SEARS gift card,received a reciept via email from SEARS... tracking numbers from SEARS..I called to check on the status and was told it was on it's way by SEARS..yet now SEARS is telling me to take it up with the scammers that they make money from. wow.. this is like breaking the first rule in retail sales... youcan't pass the buck to a third party when the customer has only dealt withyou and purchased from you and paid with your gift card even.. Theresa Foster 12/21/11 All of the above that I read are all negative as mine would be. Bought three appliances for my sister and they had problems with the refigerator, fourth repairman now. Repairman even tried to help us just to get credit because its been a horrible inconvenience, loss of food , waiting for parts ordered ect. Never buy from an independant dealer, you will have less recourse but from what I am reading sounds like Sears has a terriuble track record regardless. I am really considering a attorney because my mind is going crazy wanting revenge. Shannon 12/21/11 ATTENTION EVERYONE: THE BAD PRACTICES OF SEARS Just to let you know sears will transfer you to as many people as possible to not handle your complaint. They will try and charge your card without letting you know for an increased amount and then admit later that they were going to refund the overage to tour account in 3-5 business days but when you get to an actual manager they will say it is actu...ally 7-10 business days. One complaint over a cancellation that was not authorised I ended up spending 5 hours on the phone with the customer service department only to be told they would make things right and then they would hang up on me. They do verify your phone number every time you call back but will not call you back. I have already paid for a purchse that they were supposed to credit my account for...only the one item I bought is where I had all my discounts applied and I was told I could pay full price for it if I wanted it shipped. Oh by the way the original order that was cancelled due to not being in the warehouse??? Oh its in stick now :) Please never give them your business..and if you ask a manager for the corporate phone number they will refuse. I had to look it up online while I was on the phone with her. My choices are to pay full price and get another refund for an item I already paid for or write a letter to corporate or not receive them at all. Merry Christmas...Please post this to everyone on your facebook so this doesnt happen to anyone else! Had I not been using a pre paid card I would have incurred almost $30.00 in additional charges for a pair of jeans on sale for 19.99 Donna Noe 12/21/11 I purchased 2 leapfrog leappads for my 2 grandsons for Christmas on Dec. 2nd and was guaranteed delivery by Dec. 9th. It is Dec. 21st and I still haven't received these items. I have called numerous times to find out where the items are and if I would receive them by Christmas. I have ask 3 times for a refund. Sears has not come through with either one. I get the same answer...that the items have shipped, but they cannot tell me when they will be delivered. When I try to track them, it says they have already been delivered, which they have not. I will NEVER shop at Sears again if I do not receive these items. I am going to have 2 very disappointed little boys. If Sears had refunded my money, I could have gotten them elsewhere before now. Now it is too late. Thanks a lot Sears for not standing behind your promises... A very upset customer 12/22/11 You have the absolute WORST customer service I have ever seen. I purchased my freezer online, and now you don't have any in stock, and better yet, you don't know when you will get them. I WANT MY MONEY BACK!!!!! I was told by your online service that they would charge me a "re-stocking fee" if I wanted a refund.....duh Sears....you have to have the item in stock in order to re stock it. You are wasting my time! I was on hold for over an hour yesterday, and now I am on the phone again. You are a terrible terrible company!!!! C Goodwin 12/16/11 I placed an order online Dec 3 was notified and charged items were shipped I waited 2weeks for theses items and nothing I called the 800 number and was informed that the items were sent to a store to be shipped and maybe I would recieve them in time for christmas how nice!!! That I couldnt even get a refund and cancel the order since it stated it had shipped. I will never shop Sears again and wouldnt refer anyone. This is how they treat the customers. I was given the run around with lack of information from all. the story I could tell and the space allowed isnt large enough. BAD BAD COMPANY. jamie kapes 12/16/11 i bought a washer and dryer and two pedestals online when the delivery men came they didnt know how to put pedestals together my husband had to show them and he ended up doing it anyway they also couldnt hook up the dryer either and my husband did that to and my husband isnt sure it was done right when i complained the lady on the phone said why didnt i buy them at the store instead of online i couldnt belive she said that isnt sears online the same as sears at the store when i told her i am house bound looking after my elderly mother she didnt seem to care when i saw the items i bought went on sale at the store i called to get the discount they said they couldnt honor the sears store prices because i bought the items online i always thought sears is sears online or at the actual store but i was wrong I WILL NEVER EVER BUY ANOTHER ITEM AT SEARS ONLINE OR AT THE STORE IT HAS TO BE THE ABSOLUTE WORST STORE ON THE PLANET!! ITS TO BAD TO BECAUSE I NEED A NEW FRIG, MICROWAVE, AND DISHWASHER! BEST BUY OR JJGREGG HERE I COME! SEARS IS CRAP DONT BUY YOU HAVE BEEN WARNED!!! Theresa 12/16/11 Customer Service and the Customer being right I guess has gone out of style. I put a Christmas present on layaway on October 31st. I payed the intial fee of $25.00 out of $112.85. The next payment was due on November 14th. I had a Navy retirement to attend that week so I made the payment the following on November 26th at the store that I bought the item. My receipt says I can be up to 14 days late. I also received an email reminder saying that I need to make a payment by November 29th or I would be cancelled. I made it on Novemer 26th and have the receipt to prove it. I made another payment 9 days later on December 4th Both payments were for $25.00. So, now I have payed $75.00 out of the $112.85 I initially owed. Now, I only owe $37.85 and I go to pick up the item today at the store. The clerk tells me the layaway has been cancelled. I was late on the first payment, but still within the rules printed on my layaway reciept. Now, the manager who was probably the rudest person I ever met said that she couldn't do anything becasue a COMPUTER in Chicago cancelled my layaway and they have already cut a check to reimburse me minus the $15.00 cancellation fee. I had to repurchase the same exact item that still had my name attached to it on the layaway tag with my sears credit card. I guess it is a way for Sears to steal $15.00 from their customers, get extra money from the credit card fees, and treat their customers like they are stupid. If I was late on my first payment on November 14th, then why wasn't I cancelled then and why did you take my payment not only on November 26th but also on December 4th. Bah Humbug Sears. Oh, and god only knows when the Check is in the Mail will get to me so I can pay my credit card and not suffer the additional fees. Thanks for nothing and making me cry in your store. Again, my reciept says I am right and you manager should be ashamed of not taking the time to listen. Amy A 12/18/11 Purchased a Kenmore top load washer from Sears 2 years ago. The first issue that occured was when the delivery man deliverd it. Apparently there is a pin inside the washer when it ships that holds the drum in place and the delivery guy is suppose to take it out upon delivery. Well he didn't and we did a load of laundry with the pin still in and the washer made crazy noises and was hopping all over the place. We had to call the next day to see what was going on with it and they told us that this pin was most likely the culprit and how to remove it. After the removal of this pin, the washer still made a lot of noise and moved around a lot during the spin cycle. I called to see if maybe it was damaged by running the initial load with this pin in and they said it wouldn't.(bologne!) It is now 2 years after I bought this brand new washer and it is completely dead conveniently after the warranty ran out. I thought washer should last upwards of 10 years? Skip 12/20/11 Alas. Looks like I am but one more fool who purchased something from Sears and now find it is time to get it repaired. Service technicians are great - once they get here, but to get that to happen always takes a week and then another week to get the part because they do not have the part/s I need on their truck, and then another week to schedule their return to install the part. Won't do this again. Just too bad because at one time it was a stellar company. My suggestion is to send their board of directors a note to let them know you are upset. My notes go out after I press enter on this review. Lisa 12/15/11 I placed an order on Sears.com on Dec 4. On Dec 7 the status was updated that the item would be delivered Jan 27-31. I called 800 549 4505 and was told they did not have the item in the warehouse, but it was available at a store 15 miles away from me. The agent said I could place another order to pick up at the store and he would cancel this order and I should have a refund in 5-10 days. I did place another order and picked it up at the store. On Dec 15 I called to check on the status of my refund and am now told my order cannot be cancelled as the item is preparing to ship (over a month from now) and to just refuse it when it's delivered and he would open a "ticket." They've had my money since Dec 5, they don't have the item available that they sold me, and I was told my order was canceled Dec 7. Don't buy from sears.com Disgusted Customer 12/16/11 On the American side at the local store, service was great. Our sales associate worked with us for a few days and we did out own research. No problem with getting our items ordered, a Frigidaire side my side fridge only and upright freezer. The problem all started with the outsourcing number for delivery. When the truck pulled up yesterday, they had two refrigerators on the truck and no upright freezer. we called the 800-732-7747 number and my husband spent about two hours on the phone with them trying to get the problem corrected to no avail. We contacted our sales associate and she also got involved on our behalf. This morning i received a call from the outsourcing group telling me that my delivery had been delayed. This time i took the call. I told the person on the phone i wanted to talk with a supervisor. Honestly, the left hand does not know what the right hand is doing. It has been a series of calls all morning long with no resolution. I called the Sears Corporate Headquarters and started with customer service and filed my complaint. I am now on hold with someone who is American and does speak English, the customer service person, has put me through to the person who handles deliveries and i am hopeful that something will get done on my order. She also speaks English, which is a major relief, i can actually understand what she is saying to me. Long ago I cancelled my Sears credit card for a very similar reason. I can guarantee you this is the last time I will ever do any business with sears. I had not stepped into a Sears store since I closed my account. I will not be coming back once i get this issue resolved. No wonder Sears is having so many problems. Obviously I am not the first one to complain about the outsourcing center. It would do Sears well to bring that part of their business back to the states and regain customer trust. Lisa 12/12/11 Hi, On or about November 19th I put two craftsman tool chests on layaway for as a Christmas gift for my son. When I put these chests on layaway I was assured by the sales clerk that they were in stock and would be available for Christmas. When I went into the Yuba City, CA Sears store to pay them off (3 wks later) on Friday, December 9th the sales clerk told me I could drive around and pick them up. When I went to pick up my merchandise I was notified the chests were not in stock and I would not get them until January 8th! I went back in to speak to let a different clerk know the merchandise was not Availble and how could this have happened. I was offered a refund, but I don't want a refund. I want the merchandise I have already paid for! I have planned these gifts. I have already purchased other gifts to go with them. I don't have the time to replan! I don't understand how Sears could allow my already purchased and supposable secured/reserved merchandise to be sold right out from underneath me. I am so upset it is all I can do not to cry. My sons Christmas is ruined. After waiting for about 1/2 hour in the store I am told that they DO in fact have the merchandise on hand and will load it shortly and apologies for the trouble. I wait another 1/2 hour, then I'm told that they only have 1 piece in stock and will not be able to acquire my already paid for merchandise until the 8th. At this point I'm getting dizzy from the rollercoaster ride of on again off again stories. Now, I speak to a fourth person...her name is Lisa (like me) even though I don't get a very good feeling from her she does discount the chest by $20 for my troubles, but this doesn't fix anything! I don't understand why I cannot have the floor model. Lisa told me that they cannot sale that and also informs me that lay-away is not guarantee that the material will be available. She said that a lot of people don't pick up their gifts and they cannot store everything or some garbage like that. Makes me feel like I'm being penalized because of "other people" and how they do business! I process orders for a living and I do know about reserved stock and I do know how to expedite material! And keeping customers satisfied. I want resolution! I want my sons gift for Christmas! Not next year! I don't want a refund - I want my merchandise. If I don't get a response to this e-mail I have just spent most of my work morning typing I will be calling the head honchos on my lunch break. I have been making my big ticket purchases at Sears for years and I am sorry to say I just purchased my washing machine from Lowes just last night because I don't feel Sears deserves my business anymore. I have asked my family and friends not to shop there anymore - I've told the lady at Starbucks, my co-workers, my Face Book friends and everyone I come into contact with. Sears needs to make this right! Expedite my material! Get it to me and my son for Christmas! Lori Gibson 12/14/11 My grandmother had been a sears customer for over 60 years, and she recently passed away. She had a Sears Premium Mastercard. She had an excellent credit score before her death. She paid her bill on time ALWAYS! I was an authorized user on her account. She had been a member of the Sears Choice Rewards. At the time of her death she had a little over 12,000 points which is not an extreme amount, but would have been enough to redeem for sears or kmart gift cards which is exactly what she was getting ready to do for my children, her great grandchildren for Christmas.She had told me she wanted to call and see about redeeming the points just a week or so before her death. She told me years ago that if something ever happend to her to make sure her bills or anyone she owed money to was paid off. This is exactly what I did with sears. When I called to tell them of her passing I was told her account would have to be closed and turned over to an estate services company. I said that I understood, but what about redeeming the points for the choice rewards. I was told by the sears employee that could still be done at a later date. Well after receiving the letter in regards to her account from the estate services company to which I PAID HER ACCOUNT IN FULL OVER THE PHONE THAT DAY... I called sears back to redeem the points for gift cards to put under the tree to the kids FROM HER, I am being told that since the account is closed I cannot do this. Now it is not my fault that a sears employee didn't do their job correctly! By making purchases prior to her death she had earned the points before the account was closed so I strongly feel like sears should honor the points trying to be redeemed. I am being told by several different people that there is nothing that can be done. This is ridiculous! I am seriously debating not shopping at a sears or kmart store in the future. Jamie D 12/14/11 We are a military family and my fiancé is stationed in another state. We ordered some things Black Friday from Sears.com. ( Three Android Tablets from electronicdeals.com which is apparently a 3rd party vendor of theirs) Well after two weeks of struggling to get anyone to help us (being out on hold 20 minutes at a time, hung up on, and dealing with their outsourced customer service) they have basically told us they have no idea where our stuff is, after charging us 300+$ for it. They are saying they cannot give us our money back bc it was one of third 3rd party vendors. Sears.com is who us reflected on the credit card statement. When you call the 3rd party vendor, they are not taking phone calls (due to the holiday season) and say to email them, which we did and got no response. Sears corporate office supposedly built a case ( sending a 25$ ecard for our inconvenience and when we called today, yet again, and we're told that their system was down and has been for a few days and when it comes back up the case manager will email us back- lets hold our breath. Clearly Sears.com is running a scam. Holidays are hard enough for us with 4 children who's father is stationed 1000 miles away. I don't want to see anyone else go through this with them... And we want answers!!!! We have contacted the local news stations and the BBB!!!!! Carmen 12/10/11 I put a electric scooter on layaway in November on sears.com. Made all payments on line including the last payment. When I put the item on layaway it gave me an option to choose the store to pick up the item. When I went to the store to pick up my item the nightmare began. The store states I had a balance of $99. They only shows one payment. They called sears.com and was told that the last payment was still pending. The store manager told me that if I make the last payment at the store they will refund me the payment that is pending. But no can explain why there system shows a differnt balance then sears.com. Basically they are asking me to pay an extra $25 above the price.. Doesn't make sense because the payment is pending in my bank account. I called my bank to request a cancellation of payment and I was informed that Sears needed to do it. I called sears.com and I was informed the payment was processed and they couldn't cancel it. I asked if the payment was process then why couldn't I pick up my item. Customer service could 't answer so he suggested that he could but a process in request they put it from pending to items pick up. Then 24 hours later I get a email stated they could not do this and for me to cancel my order. Of course if I do that I wil be charged a fee. They email did not offer to waive the fee. It seems to me that sears is trying to get extra Manley from and offer no solution. Here it's 14 days before Christmas and it doesn't seem like sears is going to help me with this situtuion. I'm out of $119 and no Christmas gift for my daughter. Thank you aerate for making my Christmas a horrible one. I will continue to tell my story on facebook twitter friend and family co workers and all the. Logs possible. Your company has ruined my Christmas and I wil make sure thousands if hundred of thousand of people will know what your company has done. I'm figured with this company. I trusted sears for many years but it seems that excerise e are running this to the ground. Nichol 12/7/11 Sears.com uses the 3rd party seller electronicdealz.com. I ordered an Android Tablet from Sears.com and it was supposed to be shipped from electronicdealz.com. I am absolutely disgusted at the lack of communication between the 2 stores. No one is able to tell me where my merchandise is or when it will be delivered. I felt very secure in using the third party merchant because Sears is such a trusted name. I will never purchase anything on Sears.com again and will encourage my friends and family to do the same. When I called Sears.com, the person I spoke with was able to give me no advice other than to call the merchant directly. When I called electronicdealz.com a machine picked up and said that they are not answering the phone during the Christmas season. I have no idea if this company is legitimate and I am shocked that Sears would associate with a company with such awful customer service and a "C" rating with the BBB. This is the only thing my son wants for Christmas and if I don't receive it or don't receive a refund ASAP I won't be able to give him a gift. This is not the kind of service I expect from a respected store like Sears. Dickmans 12/8/11 bought a king size mattress set oct 24th told me it was to be delevered dec 7th in the morn so i took off work.. got a phone call that morning telling me it was coming well guess what it never came.... them they tell me i didnt buy a set i bought a king mattress and one twin boxspring so i called them they hung up on me 3 times..talked to 15 diff people so finaly I thought we had it figured out so they said my whole bed set would be delevered today guess what they called this morn at 730am said no dont have the whole bed wont be delevered till dec 14th and all i got was sorry for the trouble FUCK SEARS>>>>> Farb-O77 12/5/11 Urzadzajac wnetrze [url=http://farby.spec.info.pl ]pokoj dzieciny farby[/url] dowolnego wnetrza ma sie duzodo zrobienia, a na dodatek sporo kosztow, ktore w koncu trzeba pokryc finansowac. Warto wypisac kazde szczegoly, jakie moze i nie maja waznego sensu ale z pewnoscia wplywaja na ogolny wyglad odnawianego pomieszczenia. 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[url=http://farby.warteuwagi.waw.pl ]farby[/url] Doskonale jest powydawac jeszcze wiecej kwot na zakup porzadnej farby, by niepotrzebnie kilka razy przemalowywac cale mieszkanie. [url=http://farby.praktyczne.net.pl ]tanie farby[/url] Amber 12/5/11 I bought a Kenmore front load washer and dryer just 2 months ago. Last Saturday (11/26), the dryer stopped working. We set up an appointment with the repair service center to come and fix it between 1-5pm this Saturday (12/3). I get a call at 8:15 on 12/3 asking for directions because they were on their way. I told the guy that's not correct, we had an appt for 1-5 and I had an eye appt and wouldn't be home. He said he'd switch some things around and see me in the afternoon. At 4:30pm I get a phone call from the Sears automated service telling me it's important I call this phone number to RESCHEDULE MY APPOINTMENT. We called the number and they said we scheduled our appt for 8-Noon and because we couldn't be there, we had to reschedule. We did NOT choose a time we weren't going to be there! The lady on the phone THE FIRST TIME confirmed the 1-5 time slot with us 3 TIMES! Now, we have to wait ANOTHER WEEK for someone to come and look at a dryer that shouldn't even be malfunctioning. I used to really like Sears, but after my and others' dealings with them, they'll never get my patronage again. Thanks for not honoring your agreements Sears. Good job on actively pushing people away from your stores... Warren Yue 12/5/11 I need to return a pair of work boots from Sears.com due to wrong sizing, I normally wear 8 1/2 but in the size chart, there were no 1/2 size, so I ordered the 8W instead and thinking if the size do not fit, I can return back to any Sear's store, that was shown on their return policy. The boot leather was cutting the top of my feet and I can not wear, when I returned to Sears store, I was told I can only ship it back using the label provided on the packaging slip and I have to pay for the shipping cost. I called Sears customer service and the associate Glen (134619), first told me that he will generate a UPS return code and I can just bring it to any UPS and the shipment will be free, then after putting me on hold for a few minutes, he told me I have to ship it back at my own cost since this is a third party product, I never heard of Sears selling third party stuff. The reason I am placing this order even knowing that the size might not fit (because they don't have size 8 1/2), is that I read the return policy and it indicates that I can return the item back to any Sears store, apparently this is not the case because this is third party stuff and Sears just indicate the requirement on the packaging slip, which is misleading. If this is third party stuff and I am responsible to pay for the return, Sears should clearly indicate it on the product page, this is false advertisement. DCORK1 12/6/11 I purchased a kENMORE (LG)double door refrigerator model #79575552401 from sears along with a home warranty.within one year the Door gaskets which rub togather were cracking. sears contractor A & E Appliance changed it out.The repairman said it was a bad design due to the doors not being able to be adjusted?? so far I have had the gaskets replaced 4 or 5 times.Every time was a run around on the phone.the repairman was suppose to come and replace it again, But called to say he was not comming and it would be a charge for the part and installation of over $300 to have it repaired? I still have the home care and it does not expire until next year?After another run aroun of phone tag transfer from one to another AND CHANGING CASE NUMBERS I was told that they would call me within 24 hours. Well NO CALL and I don't expect to get one. SO SEARS YOU HAVE LOST ANOTHER LOYAL CUSTOMER!! I WON"T BE BACK SO DON"TSEND ME ANY MORE E MAILS i MARKED SEARS AS SPAM!!WILL CALL THE bbb AND WARN ALL OF SEARS SHODDY BUSINESS PRACTICES.sEARS WILL PUT THE kENMORE NAME ON ANYTHING DON'T BUY IT. Lynne Picard 12/3/11 I went online to the Sears outlet store and purchased a "reconditioned" mattress. I called the store to ask about the recondioning process and was told there was a "mattress specialist" there to answer my questions. I spoke with him and ordered the mattress. He told me it wasn;t there but they had them in the warehouse and he would contact me when it arrived for pick-up. I got the e-mail and drove 50 miles one way to pick it up. I was kept waiting for 1 hour while they "looked" for it. It never even existed I was told. Some kind of "flaw" in the system! THEN I was told there WAS no reconditioning process. They lied right to my face! All I got was a "sorry" and a $5 coupon for my "wait time". I then drove to another outlet and got another mattress for $250 more! I couldn't even get a deal on it for my trouble! This isn't the first time Sears has taken my money and put me thru the hoops only to NOT have my merchandise. If there is a flaw in the system, then it should be fixed! Maybe they need a new computer specialist! Danielle 12/3/11 It's not even worth one star. I purchased a $1,300 stacked washer and dryer from Sears not even a year ago. Last night it began making a horrible banging sound during the wash/spin cycle and then began pouring an entire load's worth of water out of it. The water flooded my upstairs and went through my ceiling to my downstairs level. My carpets are ruined. My ceiling is damaged. As I'm still under the year warranty, I called Sears first thing this morning. Their first available appt. is 10 days from now. They kept connecting me to their "Customer Solutions" Department representatives who kept reading to me from their cue cards "I understand your frustration." I asked to speak to a manager. One called me back who again offered no solutions whatsoever. I told them that my home was flooded, they told me too bad. I looked up their corp. headquarters and got a new number. Gee, that number took me RIGHT back to "customer solutions" who told me that my only recourse was to write a letter. I am utterly disgusted with sears and will never ever buy even a pair of socks from them. It's horrible customer service like this that's going to result in Sears closing like so many other stores in this poor economy. Patricia 12/4/11 Having Sears do anything in your home is a big mistake! Don't call them; look for someone else. Being able to charge the work on your charge card isn't worth the total amount of destruction, confusion, delays, and frustration that you will have to endure from the subcontract labor that their Home Improvement Department hires. We wanted garage doors on a shop installed. It took the sales person four weeks to figure out how to get the paperwork processed! I should have taken that as the first sign that there was a problem. I have had to make numerous phone calls because it took too long to get the garage doors made. Then they were supposed to come to the house on a Friday, and then a Wednesday, and then the next Friday, then Saturday, and then finally showed up on a Sunday. The workers were supposed to take on two hours to get the doors up. Of course, that probably was before they had to drive to the nearest town to get the hardware for the doors that was supposed to be included. They were gone for three hours while they goofed off and went out to eat. My husband is still in the shop so he can watch them, and I suspect he will be there all night. He has already missed two days of work because of the delays in installation. Sears will discount these doors tremendously!!! Heed my warnings, look for another company to do your work!!! Hoke Robertson 12/2/11 In 2009 I purchased a 24 horsepower professional lawn tractor(supposedly sears best). You have put 7 belts and a transmission in this tractor. I realize that some products are defective and I have offered to pay nominal sum to get a new lawn tractor but as yet no response.My lawn tractor looks brand new and was never abused.I find it difficult to continue buying products from sears due to this problem. I am willing to do my part to keep our relationship.Please do your part. Linda 12/2/11 I will never, ever purchase anything or have work done from Sears again> I had a sales lady from Sears come to visit me to give me quotes on getting my kitchen cabinets refaced and what a disaster that was. First she lied to me about the interest rate I would be paying, then workers came in to do the work and left a gas line uncovered in my kitchen and I almost lost my house including myself. I had to have the emergency gas people come over and I could not go back in my house until they corrected the problem. They through away my faucet and left the first day leaving me without water. The people I was to deal with were horrible and did not help me at all with any of my problems. There is so much more to this nightmare, but just want anyone and all to know, how horrible of a time I had with Sears. Margaret Holmes 12/2/11 I purchased a top of the line vacuum cleaner 3 1/2 years ago and paid CASH for it. I've had the same problem with it 5 times in less then a year. It states in the extended warranty (repair man was nice enough to let that slip) that Sears has to replace the vacuum cleaner if it's the same problem 3 times in 90 days. The vacuum was at the repair center more then I have had it at home in the last 90 days, BROKE, same part for the 5Th time. Last week I received a call from the repair center telling me the part was on back order again and when it was repaired I would be called. Then the tech was silly enough to ask if that was alright. lol Told her NO, it was not alright that I would not accept the piece of trash back to put a supervisor on the phone. Finally, the lady came on the phone and and said "Yes, you are correct you are entitled to a new vacuum." She told me I would be contacted this week about the arrangements for a new one. I just had a funny feeling so I decided to call them back yesterday and was told my vacuum was repaired and could pick it up on 12/09/11 at the Danville, Ky store. The tech I talked with was very nice and I told him it was best for him to put his supervisor on the phone which after being on hold for several minutes he did. Her name was Jen, she was hateful and rude and said that I would pick up the vacuum on that date and if it broke again then they would replace it. Also, she lied and said it was a different part this time.I informed her she was a liar that the tech had already told me last week it was the same part. Needless to say I had a hissy fit right then and there on the phone. Finally, out of the goodness of her heart, ya right, they gave me a store credit of $299.99 towards a replacement. So I go to the Danville store today and find one for $370 on sale for $252.69. Needless to say with the difference in the price I was not allowed to purchase bags for it or anything. Sears got to keep the difference. The owner of the store was not any help during all the problems with the vacuum so he along with all Sears stores just lost another customer. Anna Plaza 12/3/11 Sears protection agreement is a fraud. I purchased a high capacity Kenmore Elite washer (which I do not recommend to anyone) with the protection agreement. Since it was bought, it has been repaired over 8 times. The protection agreement states that the equipment has to be broken 4 times within 1 year... Today, I had my 4th visit within 1 year from the technician because guess what: it's broken again! I called the number provided by the technician to see if I can get a reasonable credit so I can purchase another one, and SHANIKA (whoever she is) said that it was not covered until MORE REPAIRS were made to it! I asked to speak to a MANAGER, and she told me she was the person that made the important decisions of the company. I didn't know that a telephone operator had the right to make decisions for Sears. As of my understanding, SEARS does not honor what they sell to us customers! Sears USED to be the #1 store in appliance quality, but they have REALLY dropped from their equipment and/or service quality. MIKE 11/30/11 AS MOST OF THESE COMPLAINTS SAY THIS WILL GO NOWERE BUT I ALSO FEEL THE NEED TO VENT. I HAVE A MODEL 919.166600 AIR COMPRESSOR YEA ITS A OLDER MODEL BUT ONCE AGAIN THE ROD HAS BROKEN THIS IS THE THIRD TIME I HAVE REPLACED IT LAST TIME I DID THEY SAID IT WAS A UPGRADED VERSION WELL IT WAS BULLSHIT CUZ IT BROKE TO . BEFORE YOU SAY I MUST BE USIG IT WRONG OR FOR INDUSTRIAL USE THAT IS NOT THE CASE WHEN I BAUGHT IT THE SALESMEN SAID GO WITH THIS OIL LESS MODEL ITS BETTER WELL IT SUCKS AND ITS VERY LOUD . I HAVE BEEN A LOYAL SEARS BUYER BUT THAT NOW HAS CHANGED DO TO THE COMPRESSOR TIRED OF SPENDING 80 DOLLARS EVERY TIME IT BREAKS SO SEARS GOOD BUY CUZ I WILL NOT SPEND ANOTHER DOLLAR IN YOUR STORES marva 12/1/11 bought a front load lg washer and the front load dryer. last year and the first month i have the washer it leaked and leaked into the pedstal and rusted it and cant open it . the said at \sears/ that i needed to buy the warrenty. but asked at more then three other sears people that sell the washer and dryer and said there is no warrenty for the pedstal . but it rusted do to the leak that was were you put the soap. yes it still will not open 200 dollars for a new one which sears should have replace do to the washer leaked but did not. and yes i still up set at sears and lg and will try my best not to buy lg again you should take care of your costomphers Fed up 12/1/11 Sears product protection agreement department has been harassing me via phone for the last several months. It seem the agreement we purchased with our washer and dryer several years ago has expired and they want to sell me another one. I politely declined the first couple of times they called, then asked them to take me off their list. Did that several times and then continued to receive calls. After verifying that the hang up calls on my answering machine were coming from Sears, I called into the office and explained my problem. Everything was supposed to have been handled, no more calls, and they even offered to stop all mailings as well. The calls continued. I called again and was told that the blocks were on my account and that I would not get any more calls. The same thing repeated itself and this time I asked Ashley what I was supposed to do when I get another call, and she assured me that would not happen. Not even 24 hours later, I get home and check the caller id and sure enough there had been another call. Had a very busy day, no time to call and complain again. While I was eating dinner, guess who called again. I am no longer going to do any business with Sears from this point on. This includes my MC that has been the only credit card I use and pay off monthly. This also means that I will no longer shop my local KMart. Too bad Sears doesn't know how to give good customer service, it seems they are losing good customers left and right. Laura 11/28/11 Dear Sears, I have bough appliances from you many times over the years, however this time my experience was less than satisfactory. Two weeks ago I bought a new (what I thought was) a new Kenmore Elite electric free standing stove w/double oven. It was delivered the afternoon of Nov.18. When I got home that evening I found that not only did it not have feet under it, but the serial number was for a Jennair. So after calling the Front street store to ask you to come and get this mess, I went to pick out another stove. I was so pleased that I was able to get a nicer upgraded model (because you gave me another $100 off for my trouble). Now I don't want to be a whiner BUT....this lovely model with the double oven w/convection on the bottom is 50 degrees off on the oven temperature setting. Now don't get me wrong I realize that the owner,s manual gives me instructions on how to recalibrate the settings. But I can only change it 35 degrees. (well that helps) I was told by a very polite tech support person that there is nothing else you can do for me....REALLY!!!! I should have keep my old stove, at least it worked!!!! This is only part of what we had to deal with!! Ron 11/28/11 This message will probably go nowhere but I still have the need to at least voice my issue. A couple days before Black Friday my wife and I went to Sears to look at treadmills. Our goal was to find the treadmill we wanted in advance before trying to decide on one while fighting the crowds on Black Friday. We found the one we wanted; it was the NordicTrack T5.7 for $599. We were told if we were to buy the treadmill right then and if the price was to go any lower in the next 14 days we would be credited the difference. I asked if that would be the case for the Black Friday sale price as well and the associate said “Yes Sir, even Black Friday prices.” We were convinced to purchase the treadmill right then knowing we would still receive the better price if it did get any better. Black Friday arrives and the price lowers to $499. I thought “great” and I contacted Sears and explained how I would like to be credited the$99 that I was told I would be three days prior. It was explained to me that was not possible because any deals like that would be excluded for Black Friday. After learning this would I have been better off returning the original treadmill for a refund that day then to turn around and repurchase the same one for $100 cheaper 5 minutes later? If it wasn’t such a hassle I would have. The day I purchased the treadmill we were straight up lied to by the sales associate. My wife and I have purchased numerous items over the years from sears which include some more costly items. We are extremely let down by this experience and hope this letter will at least raise some concern about policy/customer service, and hopefully prevent the loss of faithful customers. Laurel 11/28/11 I ordered an item for my daughter's first birthday from K-Mart online. The item showed a purchase price of $15.99, but when I placed it in my cart it showed $21.99. Contacted CS and was told they'd credit the $6 difference plus the overage on sale tax back to my card, to go ahead and make my purchase. I did and to date there has been NO refund. CS continues to send me scripted email replies to my inquires that do nothing to answer any of my questions. When I was finally notified that they were issuing a credit to my card I was told it would be for $5.19. Can these morons not do math?!!! I will not shop online with this company, or it's parent company in the future and I WILL be filing a report with the BBB in Kentucky as well as with our State Attorney General's Office. PATTI 11/25/11 My daughter and I bought a Queen bed with box splits as it would not fit through the small stair case we have. It was bought on 11/16/2011 but they could not deliver it until today. There was no phone call and we only had 20 minutes to prep, that was ok, the problem came to light when the delivery person only had one of the box splits for the bed. There should have been 2. I called the sales person who sold us the items and she said she would get back to us. She did, IT WAS NOW GOING TO COST US AND ADDITIONAL 174.00 AND THAT WAS WITH A 50 DOLLAR DISCOUNT FOR OUR TROUBLE. At no time was I told we only got a mattress and one box split, how ridiculous. PLUS WE WOULD HAVE TO WAIT ANOTHER WEEK FOR DELIVERY. What kind of scam are these sears sales people running. We bought the bed complete not partial. When I told her to cancel it she said she would and credit my card back and call me to verify the amount. That was 4 hours ago and still have not heard a word from these folks. We bought the bed during one of the Sears Sales on bedding and I would never ever deal with this company again. They are way to slimy and blame the consumer for their errors. The delivery guys said they had 5 stops before me and everyone of them had a problem MR &MRS Delgado 11/27/11 we purchase a sears kenmore stove top after a few days we notice what was determine to be bubbles under the glass it has been at least three weeks or longer with parts being ship,ed damage scratch and so forth. today 11/27/11 the cook top has not been replace. 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Harleigh Kiffer 11/25/11 The management in the Sears Store(Eagle Ridge Mall) Lake Wales, Florida was ill prepared on November 25, 2011, for shoppers as they forgot to have enough cashiers to handle the customers. Shame that I had to leave over $400 of non-sale items on the floor after a waiting for 58 minutes in an attempt to pay for the merchandise. Ron 11/22/11 Bought a washer and dryer, paid a small fortune and clothes come out smelling like mildew. Throwing away more garments than hanging up. Repair persons should have a room at my home for as much as they visited, no correction coming or replacement even an option. Calling the Better Business Bureau! John Acock 11/23/11 Bought my wife a gift of an elliptal trainer from Sears with the promise that if she did not like it, it could be returned no problem. It did not work well, so Nordictrak sent a tech. rep out to fix it. He did the best he could, but it still did not function the way an elliptical is supposed to. Wanted help bringing it back...offered to pay Sears to come get it, talked to the manager Taylor Cunningham TWICE who promised TWICE to "check on the return policy and get back to me". He never did. I finally had to get someone to help me take it apart enough to carry it out of the house, onto my trailer and back to SEars. Sears MANAGER was no help at all...he never responded as promised. Bea1234 11/22/11 On the Friday before Thanksgiving my oven burner burnt out so I ordered a oven burner part online for $60.22(part+ shipping)the following day. Even paid the extra shipping fee to have it delivered by the tuesday before Thanksgiving. The woman garanteed me that the part would be delivered by tues 11/22. When I looked on my bank statement I noticed that it was deducted that day. So I called Sears to find out why it was not delivered to me and she said there was an error with shipping and my debt card. I explained that it was deducted out of my account. She said that she would credit the amount back into my account which would take 2-3 days. Now your talking 2 days away from Thanksgiving. Then she came up with a better answer to drive 30 miles one-way to pick up the part. Now your talking with the part& gas another $55.00 If I didn't call to see where it was---they would of never sent it to me or credited my account. All I want to say is "THANK YOU SEARS FOR RUINING OUR THANKSGIVING". I will never order from Sears online again! carolyn 11/21/11 We ordered a microwave from the Sears Store in Hanover Pa on Oct 17. We we told it would be in Nov 9. Then It changed to Nov 11 and then to Dec 2. Now it is Dec 7. We paid for the microwave on Oct 17 and now more than a month later we have no microwave. Yet you can still order the same microwave online and in the store. If you can not fulfill the orders you already have you should not be selling more of them. robin 11/21/11 purchased a kenmore oasis elite washer in nov. 2006. the washer had to be fixed two years later. now another two years later the same issue has occured! when I contacted sears to get a repair i was told i had to wait a week and 1/2 before a serviceman could come out to my home. i waited the week 1/2 as well as purchasing the servcie agreement which i was under the assumption the washer would be fixed that first visit. NO! that repairman told me several parts had to be ordered including a new tub and that the earliest another tech could come out to replace all the parts would be another TWO WEEKS!!! that is UNACCEPTABLE SEARS! the tech was not sympathetic to my issue either when i told him that is a unacceptable standard. i am now awaiting word back from customer solutions to see if a repair can be done within 3 -4 days. I will NEVER buy another applicance from sears. there products do not last and their standards are very low in consumer service. I am now told that I will have to wait another two weeks for the repair!!! NO THANKS SEARS! Bill 11/19/11 A ONE-STAR RATING IS WAY TOO HIGH, BUT THE LOWEST THEY WILL ALLOW HERE!!! Our washing Machine (which we bought new from Sears and is still under warranty) is pouring water out from the bottom of the machine. After much calling and working through computers, I finally talked to a human being. I was told it would be December 13 before a repairman could get here to fix the machine!!! That is 24 (TWENTY-FOUR) DAYS FROM NOW!!!!!!! This is the last thing I will ever buy from Sears since we have had problems before with them. I think I will take out a large ad in the paper to warn people NOT to get any large appliances from Sears! S ervice of E lectrical A ppliances is R eal S orry WARNING!!! DO NOT USE SEARS!!! Martin 11/17/11 I was solely wrong in thinking that a large organization like Sears was customer focused. We bought a Kenmore Range from Sears almost 2 years ago. The warranty ran out this year and trying to get it service from Sears is worse then having your teeth pulled. Sears has repeately cancel and reschedule our repair appoint then only to find out the repair man shows up on the cancel date with no one around. We finally got a guy to the house after several weeks and but he needed parts which he did not have. He took our credit card # and would order the parts. it has been now almost 2 weeks and we find out that no parts have been order and we are told that a repair man cannot come now till 2 weeks from now. Have talked to Sears customer service and they have no explanation but consistently want us to sign a service contract with them. At this point in time I feel service needs to take some customer service classes if they want to keep customers. we have been out of a stove for 5 weeks and the family Thanksgiving dinner at the house next week is now cancel thanks to Sears. I hope we have a stove for Christmas but I am not holding my breath on that. I hope they can prove me wrong. john s. 11/17/11 I feel truly sorry these posters and other sears customers. I was a sears technician and witnessed first hand the horrible customer service and lies of sears. I would like to tell you about 1 particular day. Sears has these time windows 8-12 1-5. I am supposed arrive at my first call at 8am. On this day i had 9 8-12 calls with about 3 hours of drive time. This left me with 1 hour to do 9 calls on time. Impossible. Then i had 4 1-5 calls. Well the 8-12 calls carried me out to about 2 or 3. Now i have 2 hours to do 4 1-5 calls. I was late to most of my calls. And my customers said sears called them and said we got behind. We dis not get behind. We were behind before i started. Next time a tech is late to your house remember it is not thier fault. They are way overbooked. I was recently fired due to other drivers calling and saying i was doing crazy things while driving like passing Heyam 11/18/11 If Corporate wants to keep customers they need to stand behind every product sold in there stores , a $3000 Kenmore refridgerator purchased May 16 2010 broke down 3 times my 83 year old parents can't go without Thanksgiving is 4 days away and I would never ever recommend this Lemon they purchased from them , Corporate needs to replace this $3000 appliance for my parents we have the reciepts and this is unacceptable I am calling the news media on this one ???? STAND BEHIND YOUR PRODUCTS YOU SELL TO CONSUMERS SEARS !!! I MANGAED A CLOTHING STORE FOR 11 YEARS AND CUSTOMER CARE SHOULD BE THE MOST IMPORTANT FACTOR 1 BAD REVIEW AND YOU LOSE WAY MORE CUSTOMERS !!!!! WITH OR WITHOUT WARRANTY A FRIDGE SHOULD LAST 7 TO 10 YEARS WITH NOT 1 PROBLEM OF NON WORKING APPLIANCE ?????? Cheryl Medici 11/14/11 My husband and I have also been loyal customers of Sears for many years, as was my parents and his parents. We made the horrible mistake of having our HVAC system ($8,000+) installed from Sears this past May. Part of the package was that you either get a $500 cash refund or a $625 Sears Gift Card, besides the other rebates from the state and Carrier. We figured since we have just purchased all new appliances from Sears and need a new clothes dryer, we would take the gift card. Well, we've received everything but te gift card, and of course can get no response from the NJ district office sales manager, John Gary. The system was put in the week before Memorial weekend. In order to receive the card, you have to contact the sales rep after the town comes and does their inspections. So, our inspections were done around the second week of June, and right after we had our HVAC system inspected from the town, we contacted our rep, who inturn contacted his office that the inspection was complete so they should now complete whatever it is that they need to complete to send our gift card, which we were supposed to receive in 6 - 8 weeks. Well, a number of weeks later, I get a call from a Sears office asking me if we had our inspection, this was probably about 6 weeks later. So I infored them that I did, our rep was supposed to tell them, and ask them if they want a copy of the inspections. They say no, and tell me I'll get my card in about 6 - 8 weeks. Sometime the end of September, about another 6 - 8 weeks later, I get a call from Sears, again, asking me the same question about the inspection!! I tell them that someone had called me about 6 or so weeks prior asking the same question, and they seemed surprised, and said, oh I'm sorry, I'm going to take care of this now and you will get your card in about 6 - 8 weeks. Well, my husband started calling them about 4 weeks ago, EVERY DAY, and we hear the same thing, "John Gary will call you back", "We are looking into it", blah, blah, SAME LIES!! I am so disgusted with them. I have a copy of the agreement for the card and the next step it to contact our lawyer. I just hope we don't have these issues if we have problems with our HVAC system. I'm so sorry we went with Sears. Do yourself a favor, if you live in NJ, don't go with Sears - go with Speer. We should have had them put in this system, but Sears was a little cheaper and offered more - now I know why! Mary Ann 11/14/11 I bought a high end dryer from Sears. The installation didn't happen the day it was promised, it happened a day later and not at the time it was promised but several hours earlier when I wasn't there. Ran home and was thrilled to have my new dryer. The installer left and the dryer didn't work. I made over a dozen calls on Saturday to send the installer back to my house and they said he was busy and there were no other repair people available or installers to come and replace the unit for a week. Each time a called a different the person read a script telling me what a valued customer I was and thanking me for my purchase, each time I had to go through the entire story again beginning with my name, number and information. This was more than 12 'xs and calls each time they said they would call back and didn't. I told them I needed a repair person on Monday morning someone called me late Sunday night to say they couldn't have anyone there on Monday morning. I told them to come and pick up the dryer. The person from Sears at he other end of the phone swore at me and told me he wold have the dryer picked up. Still have no time or date for this to happen. No service person is available to fix it until possibly tomorrow. Going to PC Richard's to make the purchase. kb 11/13/11 I bought a rca tv from sears last week with a built in dvd player it did not work we took it back to sears in northwood ohio. After the salesperson got another one out of the box that dvd player didn't work either, after opening 2 more boxes none of the dvd players worked. The manager Janet would'nt open anymore, we also bought a 80 dollar wall mount, now we have a wall mount without a tv. Sears said we can buy a 32in model and they'll exchange the wall mount but we have to pay the difference for the 32 in mount....what a crazy day we spent a beautiful Sunday sfternoon and got no where..Sears is off my shopping list they suck Susan 11/11/11 Rating them with 1 star is too good in my opinion. I wish there was a negative one thousand star I could give to Sears as a rating. There really is only 1 word for me to use to describe how I feel about Sears and their service technicians and their entire service staff right now - that word is DISGUSTED!! I have never in my life experienced such terrible customer service as I am receiving right now. I have extended warranty protection aka Master Protection Agreement on my washer and dryer that I have paid good money for and I can't get anyone to come to my home to fix the leaking washing machine or service the dryer that keeps "coding" on me. I waited over 2 weeks for the 1st appointment only to find out after waiting almost 4 hours for the service tech to show up for my scheduled appointment that he wouldn't be coming because "he went home sick". Hello? My appointment time was between 1 & 5 p.m. I receive a phone call at 4:30 p.m. that he's not coming?? And worse yet, now they want to reschedule me to November 23rd - the day before Thanksgiving. Like I really need a tech here the day before a holiday. Not one person was able to help me today. And not one person cared that my washing machine is leaking water onto my floor for 2 weeks now. They rip you off by making it sound like you really need to buy the extended warranty contract, so you buy it, and it's almost useless because you can't get somebody to come fix the thing when it breaks down. Very very poor customer service. The next time I need to purchase an appliance, I will visit the little appliance store a few towns over and not only will I probably get a better appliance than a Sears appliance, I'm sure I will receive 100% better customer service should any problems arise. I will NEVER purchase anything from Sears again. I never go to Kmart, the store it too junky. Anyway, if you are considering purchasing from Sears, I'd reconsider if I were you. 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[url=http://materace-do-spania.mirum.pl ]³ó¿ko tapicerowane[/url] O ile chcemy to w ten sposob objecia Morfeusza to wartosc maksymalna wydajnosci, nie mozemy zapomniec o zadnej sposrod powyzszych czynnikow. suryarao mudragada 11/11/11 I have been doing reasearch about buildings for the past 50 yrs.There are 2 types of buildings-good luck and bad luck buildings.Your stores used to be in good luck buildings(rectangular buildings on rectangular lots)and you were very successful in the past.Since you moved into subuebian malls,you lost your greatness.I advise you to return to old architecture to become number one again.Please visit my website www.vastutheory-mudrageda.com to find the features of a good luck buildings. Buddy 11/9/11 My 80 year old mother in law purchases a clothes washer 11 months ago from the Minot, ND store. At the time of purchase she was told she would have warranty service even when she lives in the country 90 miles away. The washer had a defective sensor from day one and she reported it to customer service and they said the would find someone to service it. They never did find anyone and recently offered her a $50.00 cashiers check or a $100.00 gift certificate. The washer is still under warranty until Dec. 2011. I suggest everyone picket both Sears and Kmart (parent company). Meanwhile my 80 Yr old mother-in-law Has a new non-working washer sitting in the garage. Were frustrated do to poor customer service and unkept promises at point of sale! unknown 11/9/11 I sit and read these ratings and know exactly what people are talking about. I was a Sears employee for nearly 4 years. I started by selling appliances for the first year and then was part of management for almost 3 years. I experienced all of these problems and then some. As part of management you are privy to alot of the underbelly of the store you work in. I agree that the management staff is some of the most lazy people there are. Also HR in these stores are never following code. In the store that I worked in HR never kept anything confidential, and it depends on who you are if anything will get done. I have experienced that I personally was physically blindsided by a male associate that worked in the back for no reason, I think that he had a mental issue, I had a witness and I was passing him in the back going to the back office never said a word to him and he said I better get out of his way when he passed me he hit me like a football player and threw me into a box of fitness equipment the other associate said that he said to him you really hit her hard. The second time was out on the floor about a couple of days later he did it again. I went to HR and put in a complaint he was brought in and asked if he did it and he said no. Excuse me I had a witness, 88 sears was contacted and nothing was done about it and he kept his job. I guess sears condones women being assulted in their stores. That is only one story I could write a book starting the second day I worked there. You ask why do I not work there anymore? I walked out and quit 2 weeks ago fed up with the whole thing Linda 11/10/11 Sears was good and now it isn't. District manager Steve Jollas helped it become the poor quality customer service mess it is. Arguing, defensive and uninformed in putting in an HVAC. Sears would rather lose a $5,000+ sale. I cancelled my Sears card as well after this interchange. On top of it Sears came on the wrong day to install it and the delivery person asked if I was coming home from work so he could put the HVAC in. NOOOO.... come back on the correct day. He then asked if he should put everything back in the truck, YEEESSS.... where do you plan on leaving it? He then asked if I had a neighbor who could let him in to do the work anyway...IS HE CRAZY? Steve Jollas was rude, obnoxious and uninformed with what is needed to put an HVAC in. Anyone that defensive knows he is not giving accurate info. He forgets who is the customer and why Sears keeps him employed is a mystery. Even those working around him in conversation seemed uncomfortable with him. Explosive temper issues? Need anger management? Customer service communication? I didn't trust Sears to put in any HVAC or other appliance as my trust is gone. They would most likely send a broken piece of equipment. That's the kind of guy Steve seemed to be...... Shop at Sears at you own risk or run to another company. Grajko-Z44 11/10/11 [url=http://piosenki.computo.pl ]dzieci[/url] Bezspornie niepodobna rodzicow po wielokroc zakupie gier dla dziatwa. [url=http://gry.280zx.pl ]fajne piosenki[/url] To w tym miejscu glownie na ich roznorodnosc notebooka. Mlodzi spoleczenstwo spedzaja niemalo czasu ledwo do grania w takie gry, wowczas [url=http://piosenki.computo.pl ]gry[/url] bezsprzecznie podoba sie im takich prezentow. Jednakze suma powinno byc wyposazonym wlasne granice. 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Za [url=http://gry-dzieci.graj24.com ]dzieci gry[/url] w wielu przypadkach odbywac w wirtualnym swiecie nie jest dobre a takze powinno istniec ograniczone [url=http://gry-dla-dzieci.mirum.pl ]piosenki dla dzieci[/url] do rozsadnych ramach czasowych. Mitch 11/3/11 I work for sears. Here's a tip don't shop there. It's a terrible company and to be perfectly clear, they don't give a shit about their customers or their employees. They make us sell their crappy service agreements because they're "100% profit" yet they give people the run around whenever their product needs any kind of service. Every day I get calls from angry customers with either service or delivery related problems. I honestly feel bad and try to get issues resolved but sometime I get the run around from delivery or service and have to tell the customer that I can't help them. Absolutely ridiculous! I should never have to tell a customer that I can't take care or their problem. This company has been in business for 125 years and can't seem to get something as simple as delivering a product right. And I agree that customer service is terrible throughout the company. Whenever I have to call another store or corporate I end up asking myself how we're still in business. I won't get into all the reasons why sears is a terrible company to work for beause nobody probably cares but I will say that corporate greed, inept leadership, and terrible decision making has all but killed this company. I for one won't miss sears when it closes it's doors permanently. Norma Rivera, 2083 Paseo Alfa, Toa Baja, PR 00949 11/3/11 Sorely disappointed in the poor service Sears has provided. Until my failed endeavor to obtain copy of a purchase receipt for a purchase made on August 14, 2011, I would have sworn that Sears was honest and customer oriented. Boy, was I wrong!! One lousy receipt has caused me such frustration and anger that I cannot possibly explain. I had no felt like such a foolish consumer for a very long time. Thank you, Sears, for yanking faith in your reputation right out of my being. chris a 11/4/11 these people still owe me 90 dollars for a refund for a lamp that i got through sears.com it was for a mitsubishi tv and the lamp was a 150 w and it was supposed to be 180 w lamp and it shorted my tv and now i am without a tv since aug it took forever to received the part and then i returned it because it is a insufficent part quality and now been dealing with customer service since 9-26-2011 and still today i still have not got a refund and i still have no tv i am going to be going to the news with the story soon telling them how sears are thieves Evelyn McCalla 11/4/11 I purchased a Kenmore Pro Gas range at the Bridgeville, Pa Outlet store. It was advertised on the internet as well as in the store as being tested to be in perfect working condition with minor cosmetic scratches. I also purchased the service agree ment becasue of online reviews that the control panel sometimes fails and is very expensive to replace. My husband and I insepcted the range thoroughly and found it to be an outstanding purchase. The minor cosmetic damage was no more than a house full of children with toy vehicles and large pets. The store employee helped us load the range into my Sante Fe and when we got home and attempted to get it out of the vehicle, the regulator and cconnecting tubing was crushed. We immediately called the store nad asked for the manager. We were told at that time we could not return it as it was an outlet purchase. we then called the repair service and arranged to have the parts replaced despite this being a lot more than "cosmetic" and obviously could not have been tested in perfect working order. The system for repair is now to have someone take a look at your item then order parts and when they arrive to come back and fix the item. When the second repair person came the range still did not work and needed a control panel. This range was sold to me in a nonfunctioning condition. I have been without a range for 3 weeks and my daughter's wedding reception is approaching for which I need to cook and bake. When i called the complaint center it was explained to me that when pruchasing from the outlet, one is at the mercy of the store manager and basically noone is accountable for misrepresentation or falsification. I am quite distressed and awaiting return calls. JECW 11/6/11 I would like to make a suggestion for an item that youall sold years ago. My sister and I use to go to an exercising place that had a vibrating belt. You stood on a platform type thing with a belt that went around your middle and vibrated. We found that it helped reduce us better than anything else. We have looked for these since, but they are very difficult to find. We would purchase one if you ever come back out with these and IF they were not a HUGE PRICE! Just wanted to make this suggestion! Thanks! Jecw Russellville, Arkansas 72801 chris 11/7/11 my name is chris auberzinsky i bought a t.v. lamp from sears.com thinking i was purchasing it from sears when in actuality i purchased the product from mwave.com this was september 29 2011. It took your employees weeks to pick up the product considering that the lamp was only a 150watt bulb and the t.v. requires a 180watt bulb so not only did i receive the wrong part but it also shorted out a $3000 t.v. it is now November 7 2011 and i have been without a t.v. for months now.i have spoke to joy, kim and jeanee your case managers and i told all of them including mwave that the card i used to purchase the item was my wifes mothers card and that the account was frozen and that i needed a check wrote out to me and mailed to my address all of them all said it wouldn't be a issue.but obviously it is it had been a month i dont have the part and now sears customer service reps. basically refuse to give me my money.at the end of the day sears are nothing more than theives Melisa Montes 11/8/11 There is a reason why Sears keeps getting a ONE STAR from these consumers.....LISTEN TO THEIR REVIEW...I am experiencing the SAME POOR CUSTOMER SERVICE. I have been a LOYAL customer for 12 years and I think that is where it ends. I am closing $10,000 in credit that I have and spend a little more elsewhere, but be appreciated for my continous loyalty. Asked to speak to District Manager about mulitple issues and was not afforded the opportunity, in fact, I haven't received a callback from ANYONE. SEARS has truly disappointed me and I refuse to spend another nickel there...I'm going to pay my account off, close it and start shopping at Home Depot and Lowe's. I Barry De Saw 11/8/11 I often shop and venture into the Sears store located in Lake Grove, New York. Three weeks ago, I was on the second floor and wanted to report to the store manager that the men's restroom on the first floor had a terrible stench. As I asked a sales associate for the directions to the store manager's offices, I was greeted with a confused look and a question about what I wanted. "The store manager's offices," I replied. The woman said that there was no management offices, but that I could speak with a nearby "manager", a woman only ten feet away and overheard our conversation. I reported the unsatisfactory conditions in the first floor men's room to her. Two weeks later, I was in the same restroom and nothing had changed in the slightest! I have been in this store many times, and sometimes made purchases there. But my experience has always been that the store is very poorly managed. (And we wonder why American jobs are drying up and going overseas!) I am now very inclined to buy things, and use the restrooms elsewhere. Sears (in Lake Grove, at least) just does not know how to maintain customer satisfaction. This is not just one thing! I've had many dissatisfying experiences at Sears! Esther Gee 11/2/11 I have bought almost all of my appliances for my home from Sears and now hold a master service plan with Sears for repairs. However, every time I have a repair issue it takes forever to get it resolved. At this time I'm without a dryer since 10/22 with parts sitting in my livingroom for the service. However, there will be no repair man untill 11/10 because Sears does not seem to a sufficient crew to service their customers. What is the good of having a service plan when I cannot get service and have to be without an appliance for a month. If Sears cannot service their appliances, they should not sell them. I seriously will rethink renewing the service contract; I pay more than $700 and get terrible service from Sears. Where is the Sears of yesteryear??? Colin McDonough 11/2/11 Does anyone really expect a Sears Representative to call back after reading these comments? That is, if they read them at all. Its no wonder why Sears is failing as a retailer. I could go into a long diatribe about my horrible experience with a Sears repair, but I'm sure if they really cared, they'd know already and would want me as a comsumer in the future. Now I have serious serious doubts that the 3 major appliance I recently brought will be serviced properly, etc. Their Customer Service is non-existant, their employees don't care, they don't learn form their mistakes, will not admitt when they are wrong, and will not compensate for their screw-up in any way that wants me to consider them in the future. Good Riddance and good luck in your ever-ending quest to be the worst retailer out there - now I know NOT who I think of first. Jackie Cunningham 11/2/11 It would take too long to write what i have endured with this company, over 35 calls to "customer sv" and "exec.customer sv" and media office. Three days loss of work waiting for techs..blah blah blah. The last technician that showed up at my home JUMPED INSIDE MY TOP LOADER AND STARTED KICKING AND ABUSING MY DRUM...YES HONESTLY....REALLY HAPPENED, needless to say he tore up my drum then procedded to ask me not to tell Sears and then he ordered a new drum, set a new appt and did not show up!!!!!!! Have tried to locate someone at Sears in a senior posiiton to help me with this dilemma to no avail. Googled Lou D"Ambrosio CEO, and tried to email any stockholder that should be interested in my story....nothing available...can someone help me with that contact information, considering seeking legal counsel and contacting my local media channel....would make a great "funny" story, but not so funny for me....HELP Mickey 11/2/11 My wife and I have been loyal Sears customers for over 40 years, have an excellent rating with them. In 5/2010 I purchased a refrigerator for my daughter who is a single mother. I bought the deluxe extended warranty for $329.99 and Sears has given us the run around since it broke down 3 months after purchasing it. The service department has been out to her home numberous times and replaced a lot of parts. Sears has spent more on parts and labor than the refrigerator cost. My daughter and her family have been without a refrigerator use more than with the use. They have lost food time and time again becasue it quit working and it took days to get the service company to come to check it. This past Monday they came out again (after she was without use for 7 days) and now they are replacing parts that was previously replaced. Sears has been absolutely terrible when trying to get this resolved. They will not replace the refrigerator which the repairman said was a lemon. The deluxe extended warranty is a joke, you pay for it and then Sears does not care. Today she went to Lowes to buy another refrigerator and the 3 year warranty only cost her $75.00. We had always thought higly of Sears because they used to have good customer service and liked the fact of their support of the military. No more...I WILL NEVER PURCHASE ANYTHING FROM SEARS AGAIN. They just lost a good, loyal customer who always paid cash and was in very good standing credit wise with Sears. They just destroyed any faith I had in them. barbara domek 10/30/11 If Whirlpool insists on sending manufacturing out of country - you will lose a large number of customers. Kenmore name has been successful because it is manufactured in America. People,including myself, are tired of the poor quality of product coming from foreign countries. Guy Waites 10/30/11 I am totally done with Sears!! Being a loyal customer for over 25 years has ended. My Kenmore Frig, about 3.5 years old stopped working. Call Sears to schedule tech, cannot come out for 8 days, Finally comes out says compressor is shot and some other items. Parts deliverd 2 days later but cannot install for another few weeks!! (living out of a cooler) Tech comes to install, says compresor sucked water through lines and Frig is "not serviceable" they will send "voucher 500 for another appliance. I had local appliance dealer come out to see if they could replace guts of Frig so I didn't have to spend another 1800 on new unit. Tech takes back off Frig. and compressor is gone!! Stolen. Called Cust Serv. no help at all. Asked for corporate phone number or email, said they didn't have. I took their "badge" numbers and I'm going to sue them for theft. Any other people out there with a similar experience, please contact me at guyw@bestfieldhomes.com. Tina Lynn (De Jesus) 10/31/11 Have several appliances under extended warranty,in fact, got a call to renew it the other day, tho, not due until 2014.Always a smile on the phone, very pleasant. But when you feel like a pacification comment, "someone will get back to you", and it's never done, what do you do? NEVER BUY SEARS AGAIN!!!!Why won't they give the home office's phone number.....all other companies do!? Shortly after I had gotten my refigerater, it started to crack on the inside, and the removable shelves on the door kept(keep) on falling. What do they do to fix it...paint sealer on the cracks, and give me nonsense plastic pieces to put on the shelves....how many times are they going to hurt someone from falling when you open the door!!? I give up, and don't/can't use those shelves. They do fix my carpet cleane EVERYTIME, tho.Can't complain there. But I doubt very much I will ever buy a Sears product again, since I found most all companies have extended warranties which can be renewed. Cecilia 10/27/11 I have to say I love your site manage my life. Apart from that Your customer service is the worst. i am not going into detail. Just the facts. i had an appt. for repairs today 1-5 window. At 4:47 I called Sears and asked what was going on, They said they needed to reschedule. Because the repair Supervisor said he called 2 hours earlier and wanted to make sure the parts were here at my home. LIES I HAVE BEEN HOME ALL DAY. NO ONE CALLED, I HAVE NOT BEEN OUTSIDE I AM INJURED AND CAN'T GET AROUND. Cecilia G. (Ca) 10/27/11 I'll bet your corporate office doesn't even care what we say here. But here I go just in case someone out there does care. I have to say I love your site Manage My Life. Apart from that Your customer service is the worst. I am not going into to much detail. Just the facts. I had an appointment for repairs today 1-5 window. At 4:47 I called Sears and asked what was going on, They said they needed to reschedule because the repair Supervisor said he called my house 2 hours earlier and he said no one answered so they would need to reschedule. LIES I HAVE BEEN HOME ALL DAY. NO ONE CALLED. My clothes washer has not worked since Sept. 21st when I made the first appointment. My first tech was great and very thorough. Unfortunately we needed parts and when they arrived on my next appointment OCT 18th the tub had been damaged by what it looks like a fork lift prong, so repairs could not be done and a new tub was ordered and when the parts were here I called and made the appointment. I was here but I think someone did not want to work today and lied to the dispatch. Very unprofessional, So Now they say the next appointment won't be until NOV 8th. Why do I have to go to the end of the line for repairs when I was here they cancelled on me! I have no clean clothes because I can't lift them to take to the laundry mat. I have an injured back. They should cancel on someone else and make room for me, didn't bother them to do that to me. <-(Sarcasm) The worst customer service by cancelling on me Then making me wait almost 2 more weeks. Seriously Make room and take care of me. I WAS HERE WHERE WERE YOU! We shop at Sears for all our appliances. Never needed repairs before so have been very happy. But after this I will be going to Best Buy for my microwave and dishwasher that we are in need of, and any other items we might need in the future. I will admit I lost it today when speaking to the escalated customer service dept. because I can't believe there was nothing they would do to help me. It's not like I had to cancel the Appointment. They said they were the corporate office there was not anyone higher to speak to they were it. I find that hard to believe that she did not have a supervisor. At least I did not have to take time off work like others, only to be so disappointed. Very Sad. susan smith 10/26/11 Leo Scotti, Sears Hometown in Paso Robles licensee, hurled obscenities at my 85 year old disabled mother and me. He screamed at us at the top of his voice, banning us from the store all because he refused to honor our discount and I objected. He went ballistic and followed out of the door in a very threatening manner. We were afraid for our safety. This dude is unbalanced and a disgrace to our community. I will report this matter ro every forum I can find. He should not be representing Stars in anyway. We have used Sears for 40 years, but no more. I.am spreading the word on this jerk and won't stop until he is dealt with and seriously!! kev 10/26/11 Too bad Sears doesn't care about what we have to say. All they care about is the bottom line. We are wasting our time trying to invoke change. They just blow it off and verbal abuse continues with no accountability. LEO SCOTTI, PASO HOMESTORE. Dennis Whaley 10/25/11 I bought a sears washer and dryer and dishwasher at the same time. On 4/23/11. On Oct.19 a repair come out and tell me the control is bad, and he would return on Oct 26 to repair. Now the sears office called and said that the control box will late and wants me to call them when it come in, so they can reschedule another day to put the part in. Now what you going to do about all the money that I spend going down town to wash clothes for three people in the house. I also have a warranty on the washer and I know that the labor and parts are free. But you are putting me off for another reschdule date and it is costing me more money. But I can live with it if you can, because I know that I am in the right about how you work, you send a man out without parts and he comes again and charge the person for two trips. Most people do not have warranty covers. Or cannot afford it. The Labor cost for my man was $142.oo how can an person without a warranty pay for this. He was only here for one hour. I which I could make $142.00 an hour. Help is needed for everyone!!!! ben r. santos 10/25/11 i purchased kenmore refrigerator 10/6/11 from sears at fairfield, california. Delivery was on time but many missing shelves. I called delivery section of the missing shelves. I received the missing shelves but one of the shelves was broken. Inside the box, shelve has no protection or pudding. Delivery section promise to replace the broken one. Also they promised to pick up the old shelves from the old refrigerator that they forgot to pick up, but no one showed up on the appointed time and date. Ernestine Jefferson 10/25/11 MY NAME IS ERNESTINE jEFFERSON 10/25/11 7304 dEN mEADE aVE. fT. wASHINGTON, mD. 20744 301 248-2698 MY jOB no -12785070 IHAVE BEEN TRYING TO E-MAIL CANCELLATION/MODIFICATION TO MY CONTRACT SINCE 11:15 pM TO NO AVAIL. toot 10/26/11 I am 85 years old and had the worst experience in my life at Sears Hometown Store in Paso Robles. The manager, Leo scotti used obscene language and screamed at us to get out of his ------- store. All of this because he would not honor a promised discount by another employee. He should not be representing Sears in any capacity, let alone a business owner representing Sears. After 50 years with sears, I will never buy another product from your company. And I plan to spread the word here in my community until I am satisfied with the outcome. DIANA 10/26/11 LEO SCOTTI SUCKS!! WORST LICENSEE EVER. HOMETOWN STORE IN PASO ROBLES, CA. HURLS PROFANITY TO CUSTOMERS WHO CHALLENGE HIM ON PROMISED DISCOUNTS HE WOULD NOT HONOR ANYWAY. PRACTICALLY CHASED MY AUNTS OUT THE DOOR SPEWING PROFANITY. WISH I COULD SUE SEARS AND LEO SCOTTI. Mildred in Cleveland 10/26/11 I have just spent the last week trying to resolve a furnance installation issue mind you it have been a few years for the problem to come to the surface, but thats not my fault. I have talked at best 9 different people within various department that told me i would get a response in 24-48 hrs. In all this time i have yet to receive a phone call from anyone, upon reviewing some the other complaints above shows a deteroiations in the Sears Service which used to be unquestionable. How sad. I am currently without options on my furnance because i can not get a repair because no one wants to be responsible for future issues......... carborn manoxide could become an issue which could endanger me and my family. I hope someone cares enough to read our complaints perhaps someone will care and endeavor to do a better job in responding to your customer complaints. If you treat us like this i hope none of your family members do business with you. We are customer but we should be treated as family because without us you don't have a business. Soon not be a customer ever again. chita caimi 10/26/11 worst company I have ever dealt with unbelivably stupid j pai 10/26/11 There should be a (0) star rating. DO NOT BUY ANYTHING, ESPECIALLY APPLIANCES, FROM SEARS. Their installers are rude, they don't know how to install, SEARS CUSTOMER SERVICE IS THE WORST IN THE WORLD. They just left my home 5 minutes ago. I am just too aggravated at the moment to explain the whole story regarding my dishwasher and the installation process. PLEEEEEEEEEEEEEEEEEEEEEASE DO NOT BUY FROM SEARS. 10/22/11 I have nothing but praise-my expensive oven broke on the day company was to arrive for a week-I called Sears and was told I would have a repair man in less than a week. A very surly man arrived and scolded me for using the self clean cycle-one of the features on the oven.He informed me I would have to wait for a part. Three weeks later he came to install the part. In the meantime I contacted Sears and requested some assistance. A lovely woman named Betty called me and asked me to explain what had transpired. She was appalled at the repairman's attitude and suggested I try the self clean cycle again-I was hesitant but I did and the oven broke again. The same surly repair man once again scolded me for using the cycle after he had TOLD ME NOT TO.I again contacted Betty who made arrangements to have my oven replaced at no charge to me. She apologized sincerely for my difficulties. STAN BERGEN 10/23/11 I have been a sears customer for 30 years. Purchased a sears master protection agreement. Dryer stopped heating, called 1800 469-4663 to arrange appointment, spoke to a person named angela. She said it would take 12 days to have tech come to house, told her that there was children and elderly people in house, could please expedite. She said that was the best she could do. In a very indifferent voice. we had to hire outside vendor who came the next day, $235.00 charge. VERY ANGRY AND UPSET WITH SEARS WILL NEVER PURCHASE ANY APPLIANCE FROM THEM AGAIN. AND WILL NOT RENEW CONTRACT. SEARS THANKS FOR NOTHING. Stan Bergen M. Williams San Diego, CA 10/18/11 I made the mistake of haveing Sears repair my washer. Guy was three hours late, and did not know what he was doing. I wound up calling another company to make the repairs. Time to move on to someone else. Lori Grobelny 10/18/11 I have emailed Sears twice without any satisfaction. In April, I bought a Craftsman Lawn Mower. I was satisfied with it, and it was working well until a few weeks ago. The front axle dropped, and I saw that the notches to hold the axle at most levels will not stay in the apertures. It will only stay in Number 1, which is way to low for a proper mowing. When I finally got an email from Sears, they told me to take it to a Sears store. Now, this mower is 75 pounds. It cannot easily be loaded into my car. Considering, the fact that it is under warranty, and Sears does in-home appliance repair, I feel, that they should have offered to have someone come out to fix it. I am very disappointed in Sears, and I don't think I will be making any large-scale purchases from Sears any time soon. Joyce Ritz 10/17/11 I bought an LG refrigerator from Sears in August 2010. Within the one year warranty period a piece on the crisper drawer frame broke. I ordered a new part within the warranty period and was told by Sears "it's on its way". The part never arrived. I called back. Sears told me to call LG. LG told me to call Sears. After being over and hour on the phone with Sears customer service and being transferred 6 times they told me that I would have to pay for the part ($102.49) because the warranty expired. I explained to them that I ordered it BEFORE the warranty was over and they understood that, but refused to send me the replacement part because THEY could not find a record of my order. This was not my problem, but theirs. When I said, "So, you are NOT going to honor your warranty?" They said no, we are not. My response: I will never buy from Sears again. They not only lost a good customer forever, but they ruined my day.And my refrigerator is still broken. Richard Reynoza 10/14/11 I'm a Maintenace Mechanic and I always stand by Kenmore and Craftsman products plus I do alot of purchasing for are Aerospace Company here in Anaheim,Ca.I went to purchase 5 microwaves for are Break areas and 12 for the future but when I went to Sears in Orange ,ca. at The Orange mall Location it took awhile like 10 to 15 minutes because the lady was helpping someone else with beds no problem I got someone else to help and look it up on the computor and said only one in stock and the others would take about a week I told them I need them sooner they said sorry that was for just the 5. I went to Home Depot acrosss the street and they said they could have 5 the next day shipped derictly to are company and if I needed 12 more just as quick.My question is is Sears not stocking enough or whats going on I really like the Products Sears has but if I can't get them I have to shop elsewere. I just thought you should know Thanks Rick Reynoza E-mail rick_reynoza@beaerospace.com Lyne 10/14/11 We bought a Sharp Aquous 46" tv from Sears. It broke in 30 days - does not power on at all. Wanted to return. Was told at 7:40 at night they would only accept the return up until 9pm, but would not honor a replacement at the price we paid since it was on sale when we bought it. A replacement would be an additional $500. I have called the store manager twice with no return call and filed a complaint with the BBB also with no response so far. I now have an $800 sears cc bill and no working TV! risinger112@live.com 10/11/11 I bought a new Craftsman riding mower in 2007, before the mower was 1 year old I had called for 3 repairs. After the winter season I called for 4 more repairs. I have had more than 11 repair orders for this craftsman riding lawn mower, to include a brand new engine, and a engine rebuild. Now on Oct 9 2011 the mower will not start, and when scheduling a repair order I was told that they would not be able to get to my mower until November 2 2011. Hello? is my grass not going to grow until then? will it hold off for me? NO. I am on hold right now with sears customer response ( complaint department) I was offered 10% off my next lawn mower purchase... thanks but NO thanks,10% off not to exceed 100$, what a joke. E.O. Sorlino 10/12/11 IF THERE WAS A CHOICE IN THE RATING SCALE OF THE TINIEST LITTLE GRAIN OF SPACE DUST, THEN THAT WOULD BE MY RATING OF THE GREAT INDOOR JOKE OF A STORE, NOT 1 STAR. THERE ARE TO MANY ISSUES TO WASTE MY TIME OUTLINING HERE, I HOPE THE COMPANY AND ALL THE INEPT EMPLOYEES IN IT WOULD MOVE TO THE MOON. I WOULD RATHER HAVE ALL THOSE ILLEGAL HARD WORKING MEXICANS THAN A BUNCH OF LAZY AMERICANS. GO TO HELL! Kathy 10/12/11 I purchased my home in 1998, it came with a 1953 Sears Classic oven/stove (one piece). I am still using this appliance. Would love to hear from Sears thought this could be great advertising for you. Hope you really do ready these comments. Richard 10/9/11 Tried to order a part online from the parts department.I noticed they were charging me sales tax on the ups shipping and the part. When complaining to customer service that this is not proper I was told ups does that. After telling them they are ripping people off they disconnected my calls twice. I called UPS and was informed that they do not charge sales tax on shipping. No more Sears products for me. I also noticed in the local sears which is closing down that most of their products were made in CHINA. 10/8/11 I purchased all my kitchen appliances from Sears. The service I have received thus far is horrible. My slide-in range's control panel keeps going up. The last one was replaced In June, 2010. The range is still under warranty. I made an appointment to have it repaired once again by calling 800-4my-home. The serviceman was suppose to arrive on Oct. 8th between 1:00 PM and 5:00 PM. I think a four hour window is ludicrous, but to make matters worse, it is now 5:35 PM and there is no repairman. SHAME ON YOU!!!! M. Dean 10/7/11 Will not purchase nothing at Sears again. My washer went out and to try to get a service man over here, GOOD LUCK!! First time, they said they will be out between 1-5pm and he did not show up until 6pm!! When he did show up, he said he would need another man to help him pull the washer out and off he went. The second time, they were suppost to come out, my husband was home and again waiting from 1-5pm. He thought he would call Sears to make sure the service man was coming out, and they told my husband that he would have to reschedule the appointment, the service man was sick!! The third time the service man did SHOW UP. He said that the washer just had to be reset and off he went. Within 10 min, the washer stop working. I called Sears right away to have the man come back to look at the washer. They told me, he has a very busy schedule and you will have to reschedule the appointment.. So I called corporate headquarters of sears and told them the situation. They said I would have to wait until Monday between 1-5pm until the service man can come up to look at the washer. I told them this would be the FOURTH time. They said they were sorry...please think about the next time you buy at Sears. This is not worth it!! Mackie 10/6/11 Sears Corp needs to have their manager at the vision center in Montgomery, Alabama investigated she is stealing time and money. Sears is such a big corporation I can't believe they don't have a tip line for employees gone bad. BRad 10/6/11 I purchased treadmill with delivery service. I was told I could have an evening Thursday October 6th time. I received call Wednesday October 5th to confirm. The time stated 2-4. I then called Sear Delivery, which is not a good call service, does not know anything regarding the policies appear to not even be in the USA call center. I was guaranteed I would have an evening delivery time after 4PM. I then got a call at 6PM Wednesday October 5th and then it stated 230 - 430 delivery time. I then had to call back again and speak to someone and they guaranteed me again after 4pm delivery time. I also asked for the delivery team to call me first thing in the morning to get their guarantee. I never received a phone call in the morning. I however got a phone call at 140 we are at your house. One not after 4, two even earlier then they were told. I stated my time is after 4pm, I was guaranteed by 3 people, 1 at you store and 2 on the phone that you would be there after 4pm. I was told that we could do after 4pm, but the issue is we will already be done with work that day so you will have to reschedule, I said if I have to reschedule you can take it back. I then called the delivery number and requested a refund and to take the treadmill back, I will purchase it from another company. I better get 100% of the price refunded, since I was purposely lied to by Sear personnel, not once, but three times. I know I have stayed away from Sears for many purchases, and gave you the chance for this. I am curious to see what you are going to do for me to save this purchase for a $2000 and many future purchases. I will also make sure I let anyone know of the dissatisfaction I have with your company. Presha Mustakas 10/4/11 My rating is not for Sears Corporate but for a lady named Meagan, who works for a Sears Home Store in Georgetown Texas. I could make this a long drawn out writing of the issue that brought me here but the short of it is; I purchased a high ticket item (generator) that is now out of warranty, I never used it. When it was started up, it blew up. Whereas Sears corporate basically said 'too bad, so sad'; Meagan saw this as an opportunity to show how much Sears values it's customers and represented my interests in negotiating with her boss on how to help me. Did I get a new one of equal value for free? No, but she did offer a new generator with lower specs and value (it retails for half of what I paid) for a cheap price. Am I bummed that I have a $1500 paper weight that I never used? Yes indeed. But thanks to Meagan, I at least got some sort of compensation, I feel like my concerns were validated (after all the engine blew narrowly missing my head) and I do appreciate her for that. I will do my shopping at Sears Home Store in Georgetown Texas because of Meagan. You corporate Sears higher-ups should take some notes...just because Legally you don't have to do anything, some situations call for some human compassion to the situation and a realization that yes, this particular product was defective from the start so how can we keep your business? Meagan has renewed my faith in customer service and she is the reason I will still purchase from Sears. Shalyn 10/5/11 I received a food processor as a gift; however, I do not need or want it. I called Sears to make sure they carry the model, as I was fairly certain, but not 100% certain, that it had been purchased there. It took THREE people to understand what I was asking. The young man who initially answered the phone argued with me and talked over me the entire time I was speaking. The next young woman also wouldn't understand what I was asking. Finally the "manager" came on. All three told me I couldn't get a refund but I could exchange the item. I understood that but I asked if I could get merchandise credit to shop at another time. All three said "no", I had to pick out something at the same time I exchanged this food processor. I was planning to buy both a vacuum cleaner and a refrigerator within the next six months and thought I could use a merchandise credit toward one of those items. Nope nope nope, I was told. So, guess who just lost several thousand dollars worth of sales? I've noticed Sears customer no-service has been declining in recent years but I hadn't realized it had gotten this bad. Goodness-WAL MART has better service than SEars! Rodney and Carman Collins 10/2/11 My husband order a new stove from Sears.com on 9/7/11. Two days later you cancelled the order saying that item was no longer available. So, YOU were cancelling our order, well on the SAME DAY you also took our MONEY OUT OF OUR BANK and still have NOT RETURNED IT!!!!!! I have called several times, emailed, called the Wooster store. We are outraged especially since in the last 2 months we have purchased a frig, freezer, dishwasher and STOVE even though it was NOT the one we wanted! At this point we just want our MONEY BACK!! You owe us $366 and some change!!!!!!!!!!!!!!!!!!!! THIS IS INSANE WAY TO DO BUSINESS I am ready to report you to the BBB! I get the run around everytime I call. Oh one more day, oh what 5 more day! THIS IS NOT ACCEPTABLE!!!!!!!!!!!!!!! We will NEVER RECOMMEND SEARS TO ANYONE EVER!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!! Marilyn Robinson 9/29/11 I made an appointment for a service call on my grill. When the serviceperson came out, he said they do not service my brand grill and the fee for him to come out is 79.99+tax. I can't believe sears has become such a rip off. I told the tech this is a RIP OFF!!! They could have told me over the phone they did not repair my brand grill. Why would you need to come out and tell me that? Just to collect 79.99? I have all my appliances from sears as well as a credit card. I am done with Sears! Kevin Dougherty 9/29/11 I worked for Sears for 2 months, and management failed to train me for the position they placed me in. They had all the "Big Wigs" in the store and the management of the store just shoved me aside and then set me up to fial. I did my job the best i could and the asst manager went back and messed everything up so that they could find an excuse to let me go. So sears is the worst place to work. They give you no formal training and set you up to fail !! fred klein 9/30/11 SEARS WARRANTYS ARE WORTHLESS (can be used as toilet paper, if you get one) A 6 month old $735. queen, SEARS O PEDIC mattress is breaking down and the sides are bulging out,if you sleep near edge you can roll off (no, I am not a Sumo wrestler) I'm told 20 year warranty does not cover the condition as per warranty dept. Asked for copy of the warranty 5 times, never got one yet. After picture- taking and hoop-jumping for 3 mo, countless phone calls,I'm just ignored and they hope I,ll get tired and go away. My advice call credit card co. if you bought it on card at Sears, they will credit your account and investigate. (not Sears credit card) Also had to fight for 6mos. to get a $75. gift card rebate on it that was due. Caution, submit all rebates yourself, this will ensure YOUR return address is on the form. If they say they didn't receive it, you must resubmit before expiration date or else your SOL jill wright 10/1/11 it should be a 0, on your star scale… i have never been so disgusted and irritated with a company as with you. and i will tell everyone i know or come in contact with not to buy anything from your store. no one has attempted to take care of me, so i will spare you the details for court. and the BBB has to be on to you by now, after all the complaints i've read. its a shame that sears name has gone so far in the toilet. your not the company you used to be. i also will never shop at another k-mart. the way you treat people is appalling. any way i'm sure i'll never hear a word from your store…. so see you in court. jill wright orlando, fl. just incase you want to look it up… yea right Diane Langston 9/28/11 I have been a Loyal Sears customer since 1987. In that time period I have purchased several Maytag washers and dryers and several ranges and refrigerators. As you can see before reviewing my complaint that I have spent thousands of dollars with this company. On September 28, 2011 I was forced to call the corporate office (a Joke)with attempts to resolve an ongoing issue I have with a flat top range.(Brand Kenmore). Everytime I clean the oven with the self clean feature, the dual ovens stop working and a technician has to come out to replace what the company feels is a non-functional part. WHAT!!!!!! HOW CAN A PART BE CONSIDERED NON-FUNCTIONAL IF ONCE INSTSALLED THE APPLIANCE WORKS!!!!! This is the 2nd time this has happen to me. I called Sears with hopes that they would replace this lemon but met with negative results. instead, they set up an appointment for a technician to come out to my home 10 days later without my knowledge or authorization. When I spoke to an an employee at the solutions division in the corporate office, he felt that the ongoing problem I was having with this range was normal and that each time it occurred a technician was the solution. Oh but don't forget to continue to renew your extended warranty so that you won't incur additional fees. I have always purchased Maytag products because they are reliable. This is the first and last time I will ever purchase a kenmore brand and needless to say I will be closing my account with sears after 24 years of loyal service. A service I cannot receive from this company. Their customer service tactics are in desperate need of revamping. The company conveniently forgot that we the customers keep them in business. I strongly suggest that if you are looking to purchase major appliances, you shop else where and stay away from Kenmore products. Sears does not care about you or your problems. Once you have paid them for your purchase, your problems are yours. If you continue to read the complaints, you will see that I am not the only complainer of Kenmore products or the lack of service the consumers receive. I wonder how often the president of this company reviews this site, and what type of actions if any he has taken behind the scenes to help. SEARS ENGAGES IN FALSE ADVERTISEMENT AND DOES NOT STAND BEHIND THEIR WORD. Sincerely; D. Langston Connecticut majemian 9/26/11 I had Sears carpet Cleaning and although I do understand the cleaning service is a Franchise of Sears, I WOULD never recommend them for the cleaning service of anything, Horrible experience and 5 weeks later still trying to get a resolution,numerous phone calls unreturned, transferred to at least 7 associates to leave messages no call back, recieved a claim number from Sedwick insurance but told they really only represent SEARS... I even had to have the carpet replaced becasue of it, half of rooms not cleaned, did not do behind doorways, stairs were one swipe smack down the middle, Horrible,horrible customer service ,,,, mary carpentr 9/26/11 i purchased a kenmore top loading washer model 21202010110 in 2-6-ll. on 9-25-the flashing lid locked light came on and the washer will not work. called the repair service(have one year mfg. warranty)it will take 2 weeks for a repair man to come to fix my washer. this is bull. i have bought all my appliances from sears. in the last year a washer,ref.dishwasher. infulenced my friend across tthe street to buy a new ref. but i will probably start to shop somewhere else in the future. i am not happy at all. concerned customer 9/25/11 This is a complaint about Sears automotive center at Countryside Mall in Clearwater, Florida. About two weeks ago we had an overheating problem with our car and we took it to Sears auto center at countryside and got it fixed for $290.00. Soon after the problem persisted and we took it back THREE more times and now the problem is still on going. We have come to the conclusion that the mechanic (Ray) who took care of the problem has no idea what he is doing. We will not go back to Sears ever again and we are requesting a FULL REFUND because the work was not done to our satisfaction. I am entering my email in order for someone to contact me about this problem irritated 8/8/11 I bought $3,000 worth of new sears appliances. Within one month my microwave quit working and after hours of wasted time on the phone trying to get someone to make it right, I still have no microwave three weeks later. No wonder sears is going bankrupt. I know I'll never do business with sears again! Darlene Brinkley 9/22/11 SOOO TIRED of the Kardashians. I won't buy anything they promote or endorse. Who cares what they think? Steve Bourini 8/9/11 Very poor very bad experiance , dont ever buy from this company , we bought washer in 2009 from them we pay extra for the warrenty , in one year they came two times cant figure out what is wrong with the washer . after that 3 times visit to the house also they cant find the problem , finaly they missed all the cycles in the washer , nothing working at all . before there was 3 cycles working out of ten but now nothing, they told us it needs about 3-4 business days for us to order the parts for it , and you can go rent awasher and send us the bill . So rude , uncommunicated service . Do they think I paid 2 thousand $$ for awasher and go rent awasher never know who wash in it before us , now we are afamily w/ 4 kids no solution for us , Where is mamnagement to see these comments from people , even they never answer the quarters at all , please hold for ever , Bob Gibson 8/9/11 Hello, I purchased a Kenmore Elite refrigerator and freezer 3/22/08. The freezer failed shortly thereafter leaving my family without a freezer for Easter weekend, Sears replaced unit the following week. The freezer has failed again 7/19/11. I called for service, technician visited, ordered parts and stated the office will give me a service date when I contact them upon arrival of parts. I contacted the office and was given a date of 8/9/11, 3 weeks later. 8/9/11; no call, no technician. I called the 1-800-479-5899, spoke with Gil. He informs me they scheduled the service for one man and the type of service requires two men, the next available date is 8/22/11. Now I have five weeks without a freezer in the middle of the summer. I had to take the day off today in order to meet with the technician, no technician and no call. I am a service manager for a national window and door company, I find the total disregard for a customer that spent over $5000.00 with Sears and Kenmore appliances appalling. I don’t think I can recommend Sears/Kenmore to customers that I come in contact with on a daily basis, builders & architects as well. Regards Bob Gibson bkgibson@comcast.net roye 8/9/11 Auto store in waldorf maryland a rip off. Do not buy tires from Sabiq price change each month. November 2010 @129, May 2011 $ 132, August $142 for the same tire. Warranties are not honored. Absolute rip off. Corporate Office Camille, hasn't got a clue. Sears is a rip off. STEVE BOURINI 8/9/11 EVERYTHING THEY SELL IS TRASH ,THEIR SERVICE IS TRASH ,WE BOUGHT A WASHER AND A DRYER FOR 2700.00 3 WEEKS LATER THE WASHER NEEDED SERVICE TWICE AND NEVER FIXED IT. AGIAN THEY CAME TO REPAIR IT FOR THE 5TH TIME ,AND NOW THE WASHER WILL NOT WORK AT ALL . THEN CALLED THEIR REPAIR NUMBER THEY TOLD ME GO RENT ONE ,FROM ANYWHERE .LOL RENT ONE TOO FUNNY , IF I WAS THE VP OF SEAR IT WOULD BE BETTER TO START ALL OVER AND LET EVEYONE GO HOME AND HIRE A NEW CREW . HOW DO I FEEL? NEVER WILL EVER BUY ANYTHING FROM THEM AND HOPE GOD WILL SHUT THEMN DOWN SOON. AAA AUTO 8/9/11 BUYER BEWARE ,TRASH COMPANY AND THEY DONT CARE AT ALLLLLLLLLL DONT BUY ANYTHING FROM THEM, Jeanette Goulet 8/12/11 I did an online layaway with K-Mart in June. I made my payments online and on time. The second payment I made through Paypal and it shows that it cleared and went to Sears Holding Corporation. I went in to cancel the layaway and they told me that my layaway had already been cancelled for non payment. Huh?? I made my payments. They can't find any record that I made a 50.00 payment but was happy to take the 19.00 payment and deduct my layaway fees. I have contacted K-Mart, Sears, & Paypal through e-mail, phone, and chat and guess waht no one can help me or locate my payment. I have given them the paypal transaction #, layaway #, and anything else I could think of. Really no one can find that 50.00 that cleared my bank account and paypal account? That seems to be really bad business to me. I will not ever make the mistake of dealing with K-Mart or Sears online ever again. Please beware. J McCall 8/12/11 Not happy with Sears in my city. I was all excited to hear that the Kardashians where selling their line at ALL Sears. Well I walked into my Sears and asked when will you get the line. The girl had to tell me that because we are a smaller Sears store we will not get it....... Well this is a bunch of BS...... I am not driving aprx 50 mile to shop at a Sears in Omaha, when I have one in Co. Bluffs...... Come on Sears the little store need help also. Or is this your way of making sure that the store closes. Well guess what I will not travel to shop at the others Sears store either way...... Linda Snead 8/12/11 Do not buy any more of SEARS Appliances all 10 brands are made in China. Instead buy Made in GERMANY from an Honest retailer. Sears still can not figure out that its cheating of thier customers over the last 25 years is why no customers want to come back. 100 years of customer loyalty is disregarded and unappreciated by the existing corporate board and it along with KMART will soon fade to non existance. Weston Doran 8/13/11 My family has been loyal to Sears for most of 100 years but, no more. 22 aunts and uncles, 73 cousins, many, many grandkids etc. None of them will have anything to do with Sears again. I my self am on a mission to keep reminding them all on how bad Sears has gotten over the last 20+ years. Good bye forever. Robert D. Stodola 8/13/11 Ref. to Sears Auto Center, 6645 Sears Roebuck and C. 7801 Rivers Ave. North Charleston, SC 29406 (843) 820 2228 : On August 9, 2011, time in 02:42 PM time out 04:03 PM approx. Ref. no. lN5477503 LPPO#477503; created by 597773 I had gone into the center to get my mud tires reblanced and rotated. However, approx 4:20, I went out to look the wheels over I notice stratches as if the installer had tried to put the lugged nuts on loose and they spun against scaring up my $508.00 wheel. After noticing the damage of one wheel I had one of the service people take a look. I had him rub his finger of the scratches to feel the sharp edges, he just said he couldn't do anything. I said I'd go to Toyota to see if it can be repaired. Approx. 5:10 PM I returned with the above price after being told the damage was too deep. When the so called manager came out he was already pissed off at two blacks rolling his eyes as he walked towards the register. He then looked at me as the service guy told him I had a problem. He came toward me with the look of "whAT now", I showed him my wheel and simply said, "one of your guys hot a bit carried away and spun some of the lugs against my rim. I explained Toyota said it couldn't be repaired so I brought back a invoice to prove the price Sears could order me a new rim. However, all your manager said is the marks and old and have dirt in them. (DUH, your guy rubbed them!) But your Mr. Eric Freeres (name the lady service person gave me) just blew me off. I said I'd ask your corp. office if they feel the same. I have five vehicles in my family and my tires alone ran a good $450.00 EACH. If you have camera's in the gargage and in the show room I gave you the approx. time above check it yourself. I have seen this auto center go down for some time in quality of service. They trashed a wheel sensor for one of my wheels when they installed these Big mud tires (special ordered)on my Toyota Tundra. That cost Sears over $200.00 dollars to repair. Why don't you send a undercover person and check it out cause it seems the technicans in the back run the place. You contact Toyota, 7151 Rivers Ave., North charleston, SC 29406, Invoice No. PQ777, Date 08/09/11, POC David Packeard. I feel Sears needs to get out of the Auto Bussiness or fire everyone there from the managers on down and start over. Your not getting any of my bussiness or my friends at SPACE AND NAVAL WARFARE Center, my Fleet Reserve Post and anyone else I can tell NOT TO SHOP AT SEARS. Robert D. Stodola (843) 224 0160 102 South Norfolk Way Goose Creek, SC 29445 Elba I. Velez Vazquez 9/17/11 I'm was claming for information about a cancelation of a lay away. I have been for two times in the Sears Store (one time to inform that a couldn't pay on august 27 for personal reasons that I have explain and the other, to make the payment, but it was canceled. Now I want to now when I'm going to receive my money back because I need it to buy the appliances. I'm very upset about the lack of concern when I have been at the store to solve the situation, they were very poloite when I was buying but not to serve in this time. Good day for all of you. Evvi Puerto Rico Rob Kitchens 9/19/11 No stars would apply, but I had no other option. When purchasing a watch, I was asked so many times to sign up for sears credit that the cashier apologized and said it was part of her job to ask, almost beg for credit patronage at the time of purchase. Three weeks after the purchase, the watch started losing time. When I tried to reset the time, the knob broke off with no reisitance. I took it back and was told even though I had all original packaging and my debit card proof of purchase, that they would not refund the watch without the original reciept. After holding for an extensive period of time with Corporate Headquarters was I told to go back to the store to see if they could "retrieve " my purchase. If they cant then Im stuck with this piece of garbage without Sears caring in the slightest way. Welcome to Kmart folks.....these days are sad. joyce ward 9/20/11 Purchased a refrigerator on 9-9-11, was delivered 9-16-11, with a dent and the doors opening to the right, instead of the left. Delivery boy, Kevin, very immature, stated that switching the doors is for Service Dept. He called in and set a service date for 9-18, no show, service stated that it would be 9-21 at noon. Service came 9-20 at 2:30pm. Three men and a huge van from Enterprise arrived to tell us that the doors could not be reversed and called into service on the speaker phone. We were told to go back to store and reselect , or call another 800#, speak to 5 people, Spanish speaking and tell them the problem. Six men have dealt with me, 5 have come to my house, all blame the prior dept. I left a message for the store manager to call me. All the wasted gasoline, huge trucks, my leaving my appt. early to meet them and I again, have to unload a refrigerator and have another delivery, or just let the food go bad and not have a unit. Diane 9/20/11 Don't ever schedule a service call with Sears. They make you wait all day and never show. they cancel the call after you wait all day for them to come. I will never ever use Sears again. Eduardo Montros 9/20/11 Im not going to spend all the time these folks have spent writing. Bottom line Todays SEARS isn't the Sears & Roebuck I grew up with. These guys are fake. Unfortinately people dont see these compliants till its TOO LATE. Im sure no one at (SO CALLED)headquarters reads this. Call ILL. and they transfer you to some mininum wage KNOW NOTHING pretending to be some kind of help.ONE STAR IS TOO MANY!!!!!!!! Laurie Votrain 8/15/11 Our complaint involves failure of Sears to live up to its price check guarantee. Thank you for your consideration. On July 8, 2011, we purchased a Kenmore Elite High Efficiency Washer Model 2629002 and a Kenmore Elite with Steam Generator Model 2969272. Our salesman from the Crestwood, Missouri store was Armin Hidic (314-968-7622). At the time of purchasing these items, we were encouraged to review Sears' ads, and if we found these items on sale, to contact Sears for a price reduction. Our washer and dryer were delivered on July 12, 2011. On July 25, 2011, we found that Sears had indeed dropped its advertised price by almost $180. On July 26, 2011, I visited Sears and spoke to the department manager. At first, the manager was willing to pursue the discount. Then a salesman named David got involved and examined the receipt. From across the show room, he began arguing with his boss and giving her reasons why we should not get the price guarantee. First, he insisted that the date was past the 14 day window of opportunity for getting the discount. Then he argued that we received free shipping—a $79 value per unit. And finally he insisted that since we received an additional 5% for re-opening our Sears charge card, we should be satisfied with the deal we received. We find this all rather confusing. As for the 14 days, we received the washer and dryer on July 12 and made our inquiry on the 26th. David claims no—the 14 days begin the moment the deal is signed. When we purchased the items, there was no mention that receiving free shipping or a credit card discount disqualified us. And lastly, why does Sears allow a salesman (not even our salesman) to usurp the authority of his manager—who at this point completely relegated the discussion to him. We have not made purchases from Sears for quite some time, so this experience doesn't exactly boost our confidence in future purchases. Incidentally, we have already paid off the washer and dryer and would be quite content to cut our Sears credit cards in half. Perhaps at the corporate level, your company is more interested in meeting customers' needs and addressing them in a spirit of reasonableness. The whole experience has been disappointing. The atmosphere was one of confrontation, certainly not helpfulness at any level. We are not the enemy here. Thank you for your review of this problem. We look forward to hearing from you before we begin further action. Tom Krumm 8/15/11 Dear Director of Marketing, May I recommend you try something new--"DOLLAR HARDWARE STORES". I'm tired of dealing with Lowe's and Home Depot. They are too big to realize customer service is number one. You could offer joint franchises of smaller stores to skilled tradesmen who would focus on serving the customers they know. We need one in Versailles, Indiana. Kristen fleming 8/16/11 What is the sense in having a corporate office when the customer service is just as bad as the store! Had new brakes put in my car. After waiting 6.5 hrs, I drove it home and the brakeswere smoking really bad and sticking. Not to mention the horrible shaking my wheels are making. I was told to bring it back the next day to have it fixed right away. When I went back the next day they told me they were really busy with brake jobs and probably couldn't get to it until later that evening that I should have been there first thing in the morning. Well excuse me! I do have a full time job for I had already missed a whole day of work prior to that so I could sit for 6.5 hours while they did my brakes! The man at the counter told me I shouldn't drive my car until they fixed the brakes because the rotors might warp... Yet, when I took it back the second time the other man I spoke to ( David) didn't seem too concerned about my rotors or my safety... He blew me off looked over my shoulder and proceeded to wait on the next person in line! I called corporate about this and they did NOTHING!!!! I would suggest spending your money elsewhere! Frankegd 8/16/11 I bought a Craftsman self-propelled mover (#88776) on 04/06/2010 at the Sears store (01211) at the Quail Springs location in Oklahoma City. Mid June the self-propelled function stopped working and I called the 1-800 4 MY HOME number to get it repaired. The warranty speacialist Antony told me that item qualifies for an on-site repair through the extended warranty we also purchased. On July 9th a Sears representative came out to our location and started working on the mower. According to his logs he worked on it from 10:39 to 12:03. He told me that he can't repair it since he doesn't have the correct manuals and part on the truck/van and that I have to turn it into the store, either in Shawnee or Midwest City. After he left the mower did not start at all. On 07/10 we dropped it of at the Heritage Mall location indicating that the self-propelled function did not work and that it won't start. It came back from repair and we picked it up on 07/15. After getting home we found out that it would start but the self-propelled function still didn't work. So we returned it to the store and it was send off for another repair stating again that the self-propelled function did not work. After it came back from the repair facility in Dallas we went to the store just to find out that the lever, that activates and controls the self-propelled option still did not work.. Never the less it was send off again. So far on the last return I tried the lever and it would not move in any way. The store associate Crystal verified this and tried to help us to get the issue resolved. I refused to sign the return receipt since the issue clearly hasn't been resolved. She told me she would have to talk to the store manager to try to get this unit replaced. Useless to say that so far she hasn't gotten anywhere. I was told to call many other 1-800 numbers, one of them being the (Sears?) 'Lemon Line'. An Agent named Karen was by far the most helpful person dealing with this issue. She filed a complaint case for me. Unfortunately she could not authorize a replacement but told me it would be up to Crystal or her manager to do so. I spent many hours on the phone, telling this story to many representatives, only to hear that they don't have all the service records, that one got canceled (even though the mower was shipped to Dallas and was gone for over a week?), that no one has a record of the in home repair and so on. It looks like it is up to the repair technician to determine if this unit can be repaired or need to be replaced. Well, I have print-outs for all repairs, stating that every single time the drive, self-propelled option or whatever it is called was listed to be repaired (plus other issues). Every time this mower returned without being fixed. I also purchased the extended warranty from Sears, which BTW according to some of their representatives has no effect since so far the mower is falling under the two (2) year manufactory warranty. To come to an end, I have given the Sears or Craftsman repair shop quite a few opportunities to repair this mower, I had to deal with many people over the phone to get this replaced. Never the less, it looks to me no one wants to honor the warranty. All they want to do is to repair it over and over. Nobody has the authority to make an executive decision and is willing to replace this unit. I am really not satisfied with this mower and neither the way the repair has been handled. I understand that the manufacturer Craftsman has no control over the Sears repair facility, if it is operated by Sears, but after all it is your product. Where will this unit go after this repair? Another one and then another...? I've been without a mower for almost 2 months now. Rachel C 8/16/11 I had visited your store here in Fargo ND on 13th ave, on 8/13/2011 and was going to buy more then just a pair of shoes, when in the restroom I was washing my hands and I look at a sales associate named carol, I said smile it cant be all that bad,, (sales associate) stated I didn't help you so I don't need to smile at you.. I left the woman's restroom and went to get a hold a manager because I didn't appreciate that comment nor was is appropriate to say, even if she was having a bad day. I had ask another associate to get me a supervisor and Alicia (supervisor)said she would handle the situation. Alica was not very helpful she had lied to me stating that the store manager had left on vacation. Although minutes later I heard over the loud intercom that someone had just called for the Store Manager. I have contacted cooperate regarding this situation and I wanted other people to know that, this kind of behavior should not be tolerated at all. Pierre 8/17/11 I purchased a water softener with the installation 8 months ago. Long story short the installer damaged my property the installation was performed poorly and Sears has given me the run around for 8 months. I have called and called and all I get is voice mails no resolution. Sears has had me deal with the installers insurance which by the way is a Sears vendor not mine. I paid for a service Sears sent out the installer that Sears uses he damages my property and then I have to submit claims and call for 8 long months and it is still not solved. Blue ribbon has been involved and no resolution yet. Tracy 8/17/11 Lots of room for improvement!!!!!! Cancelled service calls, with no reschedule. If you cancel my appointment, tell me the dates of your next available appointment instead of telling me there's a high demand for appointments and I have to wait!! I should be next in your scheduling!! No managers to escalate too, well really no escalation much. Waiting 2 weeks for an appointment just to have a technician show up to order a part and wait two and often 3 more weeks for repair is ridiculous. Waiting over a month for a dryer repair As multiple defective motors arrive? Given 2- 3 weeks for an appointment when freezer motor goes out and so does everything in the freezer? Oh and thats just for tech to come order part and wait two more weeks!!! Got a part sittin here now since the beginning of August ...it's the 17th! I do want to applaud the 1 in 5 calls you make ( even though it may take 30 min to get to them on avg) to Great Employees! God Bless them for courtesy, problem solving and actual customer service you fell good about. Thanks Melanie!!! Terrell Gaines 8/17/11 THIS HAS GOT TO BE THE WORST SERVICE I'VE EVER ENCOUNTERED WITH SEARS, I AM NOT GETTING ANY RESOLUTION ON GETTING MY FURNACE REPAIRED, EVERYONE HAVE NO ANSWERS I'M JUST BEING TOLD THAT A PART IS ON BACK ORDER EVERY SINCE JULY 11, AND IT IS NOW AUGUST 17, AND STILL NOTHING, WE ARE IN THE MIDDLE OF THE SUMMER WITH EXCESSIVE HEAT AND I AM CONCERNED ABOUT MY AIR-CONDITONING GETTING FIXED A KENMORE UNIT. I NEVER HEAR FROM SEARS UNLESS I CALL AND CHECK ON THE PART, IT JUST SEEMS LIKE THEY DONT EVEN CARE. I HAVE NOT TAKEN THIS FURTHER YET, BUT I'M SURE IT WILL BE MY NEXT STEP. Sellena 8/17/11 Sears, Get your act together especially for people who have interviews. Filled out an app, picked out a time to go in. I got there I knocked on the door, and a new employee who was doing training answered and said he would get someone, and asked who it was with and I said i dont know because there was no name given. The guy who came out asked for my name and he too asked who it was with, and then left. Came back and let me in and i sat down. A lady came in and asked who I was and what I was there for and she too asked who my interview was with and looked up my app and then said, we need to re scheduled, and at that point started to push me out the door before I finally got an answer asking when I would hear something. This is un acceptable, and I can tell you right now, when I get called for this "interview" I will rudely decline as the lady at sears was rude to me. Nancy Johns 8/18/11 I would give them NO stars. As I sit here on hold, again. I had a sears stove. Called for repair. The day of the repair I left work early to wait. At the end of the 2 hour period I was called and told they had computer problems and the repair man could not come, the real reason I did not get service was they were over booked. When they did come out to restove would be more than a new stove using reconditioned parts. So I purchased a new stove and frig. They arrived on the due date. The stove fit the frig did not. I had taken the measurements with me as I have a very small kitchen. The salesperson took my measurement and check the measurement on the frig. Well she must not have able to read as the frig did not fit. They had to take it out and I had to go pick out another stove. So back to Sears. Different salesperson. She had the measurements and a tape measure. Well she did a wors job of measuring. This frig was bigger and did not fit. I was tired of going up and downstairs to use the one in my basement. So I said leave the frig and we cut my cupboard. As I have a very, very small kitchen this is a big deal. I have called a number of times. I did get the warranty. Well guess what this frig iced up. So they said they would replace the frig. I can't tell how many calls have been placed on the phone for hours and hours missed from work. They were suppose to deliver a replacement today well they have a record of my call, but they did not process it. So no new frig today!!! After being on the phone another good 45 minutes and transferred to different departments. My replacement will now be delivered on Monday. I hope!! No wonder on the news this morning they said Sears was in trouble, I can believe that and told the last person I spoke with. Even talking to customer resolutions does not help and you still get transferred no one wanting to really take responsbility. This will be my last major purchase from Sears. My washer, dryer, dishwasher and as you have read stove and refig they will be the last major purchase from them. pay attention! 8/18/11 Note: This is not to be used to contact Sears Corporate Offices nor is this site affiliated with them in any way. The purpose of this site is supply you with their phone number and address as well as share your thoughts about Sears. Your review will be posted and available for anyone to read so please keep that in mind when posting personal information. Your Name Galvin Williams 9/16/11 I've purchase tires for my car on November 2010 from sears auto dept store. When I'm driving I hear a sound like grinding noise. I was told the tires were defective and I need new tires. "WHAT" there nothing we can do. I was so upset I had to starting yelling in order to get a manager involed. The manager decided to give me 50% off on a set of new tires, but I'm just not satisfied. When I purchase the tires I paid top dollar for the tires, the warranty and for the road hazard condition agreement. When the sales person looked at the tires his first respond was your tires are cup from the suspension. So I took my car two a differnt mechanic and he said the suspension was fine. I truly believe I'm getting taken advantage of by Sears and I want someone who's qualillied to help me get a full refund. This is not the way you should treat a customer who has been a card member for over 30 years. Please help! Sharon Graham 8/20/11 Wow! After reading all the complaints and seeing all the unhappy customers from Sears I guess my complaint won't make any difference but here goes. If anyone in corporate or their marketing dept. is listening these are 2 of the reasons Sears is in trouble. 1) Since the K-Mart merger or buyout the stores have really gone downhill. You might as well be shopping at K-Mart. The stores are messy, the employees are rude. No one there really cares if you buy anything or come back. My mom and I went into shop, found something we were going to buy and took it up to the register. The woman there didn't acknowledge that we were there and went on with her story about the police showing up at her trailer because her ex husband was drunk etc. well you get the picture. I could not believe what I was hearing and went to a supervisor to complain. She said she was sorry and was surprised as that was one of the better employees. Need I say more? Needless to say we no longer shop at the Santa Rosa Sears store. Now having said that we have made exceptions for appliances because of the Sears service we have gotten in the past which leads me to the second reason Sears is going in the toilet. 2) The repair service is apalling. We have a Kenmore fridge. The ice maker has gone out twice. The ice maker went out 4weeks ago. I called to schedual an appt. and was told it would be 2 weeks before anyone could come out. Unbelievable. I made the appt.and bought ice trays for the interm. My husbands Dr. called and reschedualed his appt. for the same day. I called Sears and explained the situation and they said it would be another 2 weeks. The appt. is coming up this Thurs. In the mean time my husband had to have a knee replacement. I brought him home today and guess what he has to have? ICE. He has to use a machine that uses a lot of ice. I called and told them this was a medical emergency. SO WHAT! Sorry no can do. I asked to speak to a supervisor and guess what? He wouldn't talk to me. "Ron" had other calls and when I said I would wait it didn't matter he wouldn't talk to me. Said to write corporate. My husband and I are in our 60's and have been loyal Sears appliance buyers. Not because the product was any better. Not because the price was any better but because I could rely on my Sears repairman. How sad that the Sears company just doesn't care any more. I will be buying my next fridge at Lowes and I suggest you do the same. Why would you buy anything from Sears in it's current state? 8/21/11 it seems that reading all these complaints about the sears delivery department it appears to me that no is satisfied with corporates response. so as i figure out my problem with their delivery in not putting in the oven and taking out the old one for my 89 old aunt is just another list of problems with sears. in these tough economic times and so many unemployed maybe sears should replace their incompetant work force, as other people have said , not shopping at sears is the only option the buyer had a long time ago, but now i can post this online and can put this in my retirement communities newspaper and just maybe , i could influence my neighbors to shop at other retailers before sears. Tom McCulloch 8/22/11 Suffice it to say you can add my name to this list of dis-satisfied customers. If you ever wonder why Lowe's, Menard's, Home Depo, and others are out performing Sears, you might start by listening to the attached 30 pages of customers trying to let you know. It's your Sub-standard, rotten customer service! Buy from most any other store: Got a problem? Bring it in, get a new replacement or your money back, no questions asked. Buy from Sears: Oh, we'll have to send it in to see if we can't fix it for you first. Check back in two to three weeks to see what we find out. Oh, you need to use it right away? Sorry, what do you want us to do, replace it? Give you your money back so you can buy a new one? Oh no, we can't do that until we inconvenience you for a couple of weeks to see if we might save a dime!! Good bye to all the brand names exclusively marketed through Sears! Never again! Tom M don 8/23/11 i bought a sears craftsman 2011 garden tractor on LAYAWAY 6/23/2011.It was a twelve week plan,payments to be made at a set rate everyother week or sooner as desired. Within 10 days the tractor had been brought into the store.It was assembled and instead of it being put into the warehouse,storage,lockup,what ever until it is paid for (12 weeks),it was put out on the display floor so anyone could sit on it,fool with it play with it etc. I received a call from the store approximately a week after it came in telling me i needed to come pick it up as they had nowhere to put it. I told the caller i did not ask anyone to bring it in the store yet,it wasnt even paid for yet,and that I had no room for it yet,as that was the reason for the 12 week layaway.We left it at that,but ever since that call i have been going to the store and looking at the tractor(has my name on it),it is still out on the floor.I have taken phone camera pictures of it with a ten year old sitting on it,playing with it. There are scratches on the hood and on the frame. Unless the store manager reduces the price of balance by at least 200 dollars when its time to pick it up,i will refuse acceptance for reasons previously stated and order another one.Layaway means layaway out of the view and access of the general public. I had to put a deposit down,so i believe technically,i can consisder it mine,not to mention the payments Ive been making.I will be calling corporateand raising "ell.A new car is a new car,not a demonstrator.A new tractor is a new tractor,not one that sits out on the display floor for two and ahalf to three months for anyone to play with until its your time to pick it up.just sayin". N Stubenhofer 8/24/11 I have a Washer that I purchased from a local Sears in Northern Virginia. At the time of purchase, I also bought an extended warranty policy (big mistake!). Sears recently contacted me to encourage me to extend that policy. But before doing so, I decided it was best to have a repair technician come to the house (because the washer makes a loud thumping noise each time it changes cycles while in use). So far, my wife has waited a total of 12 hrs for technicians to show up at our home. They never call...and they never come. Today was another one of those days. After waiting 4 hrs this morning, my wife called the customer service number where she was told that the technician was having to call in to the main office at each one of his stops which was making him run behind. They asked her to remain home for 4 more hours today and he might be able to make it by 4 pm. That WAS the LAST STRAW! We do not know how to reach the regional manager for Sears for Northern Virginia so we are unable to contact him/her. But suffice it to say we will NEVER shop at Sears again! EVER! We would like the opportunity to explain why to this regional manager. Does anyone have any info as to how we might reach this person? We have already decided, however, that Sears doesn't really care about its customers! N. Stubenhofer, Virginia Jessica Watson 8/25/11 I bought a Whirlpool washer/dryer at the Sears store in Wysox, PA in July of 2010. I was convienced by the owner of the store to buy the warrenty with it. Well this is where is all goes bad. I call in June of 2011 to schedule my 1 year service of my washer/dryer. The service was scheduled for July 15. I was told her would be there between 8-5. I called the repair department that morning to ask for a specific time for the service and they said the serviceman would call and let me know. I waited all day and finally at 4 he calls and said he would be out in an hour. He showed-up a couple minuted before 5. After serviceing the washer and dryer he stated my washer had a leak. He ordered a new part and said he would be back out the following Friday July 22 which he cancelled. Since this time he has cancelled or not shown-up 3 more times. My husband and I have lost 5 days of work waiting for your serviceman. I am asking that Corporate Office do something about the poor serivce that I have recieved. This is unexceptable and costumer service. Thank you, Jessica L. Watson 2187 Basket Street Columbia Cross Roads, PA 16914 Don Buck, Lompoc, CA woundedduck1@msn.com 8/26/11 4 complaints; 1) called on Monday, 8/29/11 for service on our clothes washer, told that our service would be scheduled for 4 days later, that the local Sears store in Lompoc was a sales store only, non-service. The service was scheduled between 0800-1200 hrs., the technician did not arrive until closer to 1300 hrs. The problem with the washer could not be completed due to a product design issue, non-resolveable.I sat in my home for 5-hours to have him tell me what I already knew, but hoped differently 2) your 1.800 service voice mail system is THE worst ever, pull it out and install direct numbers listed in all telephone internet, and paper directories. The menu to reach a 'live body' is nearly impossible, and I'm in the comm business (Lockheed Martin Launch Operations, VAFB, CA - Octel voice mail, desktop phone, data, pager/cell phone, etc.) so I know what I'm talking about. 3) Tried dialing the locally listed store phone number, reached yet another voice mail that, once again, took me to a Customer Care Center (CCC). After they answered following a 14 minute constant 'generic' music playing and an 'your call will be...' msg, I finally was connected to the Customer Care center that finally gave me both the local store 'secret' access code, and a direct number to the CCC. 4) I asked that an executive call me to discuss these issues, I was told that they would call me, and no one has, and I truly don't expect they will. Sears DOES NOT CARE about it's customers of long standing (I have purchased numerous appliances from Sears over a period that exceeds 40 years) To say the least...I will NEVER purchase any appliance, service, construction (windows/roofing, etc.) EVER from any Sears retailer. You have a VERY unhappy ex-customer. And I will personally discourage others from making appliance purchases from Sears. One last thing...for all my inconvience and frustration, I am soon to be the proud recipient of a $25 coupon that I must use in a Sears store..Whoopee!!! Other than that, I guess I have nothing more to tell you, and I hope this stays on the site where others can read my complaints, they may have similar experiences. If enough people complain about Sears service and 1.800 voice mail, I doubt it will make any difference - just 'dial 1 for Mexican'. Ruthie Duff 8/26/11 I am so upset with Sears at this time. I order a sterling Siver 1/2 carrot diamond bridal set for my 25th wedding anniversary. Shelly, the sales clerk was nice and very helpful. She was leaving Sears and told be to check back with the store to verify the order was sent. It was a special order so it would take four to six weeks. I checked a few days later and was met by a rude store clerk (Takisha). Takisha went off in a rage regarding Shelly directive for us to check with the store to verify delivery date. My husband and I stood there and listen as she had a personal conversation with no one. We left in fear that her behavior would get worst. I waited a couple of weeks and check again. I was met with the same behavior and was told not to call anymore and someone would call me when the rings arrived. I waited 8 weeks no one called. I called and Sears could not find my order. They tried to pass off the store display rings as my rings but both were a different size. I waited 8 more weeks and no phone call. I call today and inquired about the rings. Again I was met by store employees that lack the customer service qualities that sears are known for. I waited 13 minutes and 4 seconds just to be told the rings are in. I asked how long had they been there and the clerk said "I don't know". Wrong answer. I lost my cool. I talked to Kray the manager and he gave me some song and dance routine about the rings being locked in a vault. I called Sears Corp. office left a complaint in the mean time Sanday Venture called from Sears and told me the rings are in but they were sized to big (10) OMG. I am lost for words. It would not be so bad had I not worked for Sears in the 1980's and was taught the proper method of quality customer service. I will never grace the doors of K-Mart or Sears again. I am now going to send this complaint to the local newpaper in Birmingham Alabama and place this on my facebook page. I have proof of all these allegations and in my OPINION I will never make another purchase from Sears and I high recommend that anyone who whats to receive excellent customer service go to Pennys, Macy's, Saks, Lord and Taylor, any where but Sears. I am now going to get my money or I may just wait and file a law suit. Ruthie Duff 8/26/11 I am so upset with Sears at this time. I order a sterling Silver 1/2 carat diamond bridal set for my 25th wedding anniversary. Shelly, the sales clerk was nice and very helpful. She was leaving Sears and told me to check back with the store to verify the order was sent. It was a special order so it would take four to six weeks. I checked a few days later and was met by a rude store clerk (Takisha). Takisha went off in a rage regarding Shelly directive for us to check with the store to verify delivery date. My husband and I stood there and listen as she had a personal conversation with no one. We left in fear that her behavior would get worst. I waited a couple of weeks and check again. I was met with the same behavior and was told not to call anymore and someone would call me when the rings arrived. I waited 8 weeks no one called. I called and Sears could not find my order. They tried to pass off the store display rings as my rings but both were a different size. I waited 8 more weeks and no phone call. I call today and inquired about the rings. Again I was met by store employees that lack the customer service qualities that sears are known for. I waited 13 minutes and 4 seconds just to be told the rings are in. I asked how long had they been there and the clerk said "I don't know". Wrong answer. I lost my cool. I talked to Kray the manager and he gave me some song and dance routine about the rings being locked in a vault. I called Sears Corp. office left a complaint in the meantime Sandy Venture called from Sears and told me the rings are in but they were sized to big (10) OMG. I am lost for words. It would not be so bad had I not worked for Sears in the 1980's and was taught the proper method of quality customer service. I will never grace the doors of K-Mart or Sears again. I am now going to send this complaint to the local newspaper in Birmingham Alabama and place this on my facebook page. I have proof of all these allegations and in my OPINION I will never make another purchase from Sears and I high recommend that anyone who what’s to receive excellent customer service go to Penny’s, Macy's, Saks, Lord and Taylor, anywhere but Sears. I am now going to get my money or I may just wait and file a law suit. Dawn Aneweer 8/29/11 New riding Mower: Called 2 weeks before 4th of July...mower had been used maybe 4 times total since buying, BEFORE IT STARTED ON FIRE! ... They couldnt schedule repair until the 11th of July and never showed that day(they had 2 numbers to call). Then; they couldnt schedule repair until July 25th and the repair guy suposedly went home sick before coming to to fix(I had to call them twice to find this out). My mother is elderly and I come from out of town to check on her and mow ofcourse : she has three acres and you can imagine what we pay to have it mowed for us. REMEMBER; I CALLED AT THE END OF JUNE AND OUR FIRST REPAIR WAS AUGUST 9th=That so-called repair lasted half way around the property before the mower quit&smoked more THE SECOND REPAIR couldn't be scheduled until August 25th AND THAT SO-CALLED REPAIR lasted only half way around the "front" yard of the property before quiting. HMMMMMMM..........THE SUMMER IS ALMOST OVER!!!!!!!!!!!!!!!!! AND I HAVE HAD NO MOWER! After speaking with several employees of Sears throughout this time and connecting with Corporate today; it appears they are not willing to admit that THEY SOLD AN ELDERLY WOMAN A LEMON or help her in any way. THE NEXT REPAIR...scheduled now for SEPTEMBER 12th.....maybe I can get a fifth mow out of it before the snow flies!!!!!!! IM NOT GIVING UP & SOMEBODY AT SEARS IS GOING TO MAKE THIS RIGHT WE NEED TO MAKE THEM CARE just look at these reviews.....THIS IS UNACCEPTABLE Breana 8/29/11 I bought a Fridgarie washer and dryer in November 2010. I have had NOTHING but problems with it. In the past 9 months i have to have a repair man to my home 6-7 times. Within a WEEK, of him being there, something else will go wrong. I paid BIG bucks for this washer and dryer and there is NO reason why within the 9 months i shoud have to have someone come out and that many times. I would like to have it replaced but even better i would LOVE to get my money back so i can get something different. I would NOT recommend this brand to ANYONE. nor sears. Sorry to be a complainer but SERIOUSLY. this is BEYOND rediculous! R. K. - Rochester 8/30/11 I recently applied for a job with Sears at their Irondequoit,New York location. After 3 interviews a job offer was extended to me. I was then sent for a pre-employment drug test which I passed. However when I called to find out when I would start I was told that the job offer was being retracted due to a criminal background check. On the application the question about criminal background states "Have you been convicted of a crime WITH IN THE PAST 7 YEARS", to which I answered no. However because of a conviction that happened over 7 years ago I was refused employment. This is a direct violation of the Equal Opportunity Employer Act, and clear discrimination. At no time did I try to cover up any conviction and according to the wording of your application I did not have to disclose any information that was over 7 years old. I have contacted an attorney and am filing a discrimination suit against this company. You violate your own policies and I'm supposed to rollover and accept it I think not, see you in court. KK 8/30/11 SEARS DOES NOT CARE FOR CUSTOMER SERVICE. THEIR SERVICE CONTRACT SUCKS. THEIR TECHS HAVE NO KNOWLEGE AND THEIR SERVICE PEOPLE ARE VERY RUDE DONT CARE FOR YOUR BUSSINESS. Jessie Matthew 9/1/11 This people are cheats. Never use them or buy their appliance. Took them close to a month to fix a washer after many phone calls and complaints to consumer protection agency... Tony B Vero Beach 9/1/11 Just trying to get someone to answer the mattress support phone line and have been on hole for 1 hour and 10 minutes so far.. The first time I was holding for 20 minutes, I hung up, called up and told the girl how long I was on hold and she apologized, and "of course" she said there were many calls coming in! You know that's a lie. It is a standard line that call centers say. It is now 4:55pm, and I am sure they close at 5pm. This is unforgivable service and must be dealt with. LUPE MEJIA 9/1/11 ON 8-31-11 I WHENT TO SEARS TO PURCHASE A DRYER WHIRLPOOL MODEL WED5600XW REG. PRICE IS 699.99 SALE PRICE 539.10 I SPOKE TO SALESPERSON IN SEARS AT WESTOAK MALL. SHE TOLD ME THAT THE SALE PRICE WAS 649.99 I HAD THE PAPER IN BLACK AND WHITE SHOWED IT WAS 539.10. I TOLD HER TO CALL THE MANAGER MR.LOUIS SAID HE COULD'NT LET ME HAVE IT FOR THAT PRICEN HE CAN ONLY GIVE ME 10PERCENT OFF. I SAW THE SALE 8-29-11 IT DIDN'T HAVE EXPERATION DATE. I WHEN'T TO BEST BUY IN SUGERLAND,TX. I SHOW THEM THE PAPER FROM SEARS THEY SAID THEY WILL MATCH IT THERE DRYER WAS SALE FOR 594.99 AND THEY LET ME HAVE IT FOR 539.10 THAT TO SHOW YOU WHO IS A BETTER STORE ( BEST BUY)SEARS HAS VERY POOR MANAGMENT AND THEY DO NOT STAND BEHIDE THERE ADVERTISMENT. Unhappy Customer 9/10/11 I purchased items online thorugh Sears. The total was incorrect as well as the shipping address. When I called customer service to resolve the issue they said they had no way to cancel the order or to change the shipping address and said that I would need to return the package at the store in order to correct the total error. Um, how would I be able to return the package and adjust the price when it's going to the wrong address? I'll never purchase from them again! Ismael Facio, Alameda, California 9/11/11 If I could, Sears would get zero stars. I am having the worst experience with them right now. I purchased a washer and dryer on Labor Day. When they were delivered on Thursday, I was told by the driver that they could not connect my dry because I did not have the proper outlet required. I had an electrician come in and replace the outlet. On Friday, I called the 800 number to schedule a new time for the delivery people to come back out to my home and do all the necessary hookups. I was given an appointment for today, Sunday September 11, 2011. I was told that I would get a call on Saturday evening between 6-9 PM letting me know when the time to expect the delivery men on Sunday. After waiting all evening on Saturday and never getting a call, I called Sears. I was then told that my appointment was scheduled for sometime between 1 and 3 PM on Sunday. I spent all day Sunday waiting for the delivery men to show up. They never showed up and I never got a call. I then called Sears again and was told that the they could not find my appointment order. That it had never been completely finalized. I then told them that I was not happy with the service I was getting from Sears and that I expected someone out to my home first thing Monday morning. I was assured that I would be given an appointment for first thing in the morning. I just received a call from Sears telling me that someone would be out sometime between 1 and 3 PM tomorrow. After going back and forth with the person from Sears in Benicia, I was told that they were not responsible for making the schedule, that this came from Sacramento. When I asked him for the phone number to Sacramento, he refused. He was also not very willing to give me his name and finally would only give me his first name. So now as it stands I will have to sit around all day on Monday waiting for someone to show up. Once this whole situation is done, I guarantee you, I will never ever again by another appliance from Sears. This Sears customer of forty four years is done with Sears. J. McDaniel 9/12/11 We bought a replacement circuit board for our dryer and when we received the replacement part, the box was COMPLETELY EMPLTY. Some bozo at their shipping center decided to waste time, money and everyones effort to tape, place stickers and ship an empty box. Very dissapointed, J. McDaniel California J. McDaniel 9/12/11 We bought a replacement circuit board for our dryer and when we received the replacement part, the box was COMPLETELY EMPTY. Some bozo at their shipping center decided to waste time, money and everyones effort to tape, place stickers and ship an empty box. Very dissapointed, J. McDaniel California D. Rowe 9/12/11 I just got off the phone with "Shaun" from corporate regarding an exchange issue on a $100 ihome speaker for my ipod. I purchased it in March and this weekend it just up and quit working. It shows it has a full charge and yet will not power on. It won't even decharge. I was told by the store rep that I was just "stuck with a $100 product from their store because they couldn't do anything about it." I said all I want to do is exchange it for the same thing. This one has a defect. I was told no. I have my receipt, the box, the packaging and everything. Heck the wall charger won't even stay in the wall. Shaun from corporate told me the same thing. There was nothing they can do....Now, coming from management in retail businesses, I know the "in's" and "outs" of customer satisfaction and the return credits the stores get for returning merchandise to the vendor for defects. They refuse to satisfy a customer even though they will get credit for a defective product from the manufacturer. I gave Shaun a nice earfull and expressed my distaste for the sears corporation and will no longer shop there. I have also told all my friends on facebook not to shop there either as their customer service has gone downhill as this is not the first time I have encountered defective merchandise from the sears corporation. Now I have to go spend another $100 for a new ihome speaker and have a useless one that I can't do anything with. Sears customer service sucks and their product sucks just about as much!! Joni Smith 9/12/11 We bought a small chest type freezer at Sears on May 7, 2011. Did not purchase the extended warranty as the freezer was only 107.00. It was a Kenmore freezer. 4 months to the day, the freezer stops working and we lost 50 pounds of beef plus many other frozen food items. The freezer just shut off....we turned it off, unplugged it and let it sit for about an hour and then plugged it in and it started working again...Let it run for a week and it ran fine so we put more meat in it and I checked it multiple times throughout the days until today when I got up, I forgot to check it and went to get a package of hamburger meat out of it and it had obviously quit working during the night sometime.....Lost approximately 15 pounds of meat. I called Sears store and was directed to manager, which went right to voicemail. I then called Sears corporate offices and they said they would send a repairman out as it had been more than 90 days since we had purchased it. This did not satisfy me, so I drove to the Sears store at Victoria Mall in Victoria, Texas and spoke to a young salesman who said there was nothing they could do about it since it had been more than 90 days. I asked to talk to the manager and was informed that she was in a meeting. I told this young man I was giving him 2 choices: 1. Replace the freezer with a new one or 2. Replace all the meat I had lost. I also informed him that I WAS NOT LEAVING UNTIL I HAD SPOKEN WITH A MANAGER. After several phone calls, he said he was going to the office to try and talk to the manager. I reiterated what I had told him his options were and to be sure and relay those to the manager. About 20 minutes later the young man returns and wanted to know if I had the freezer with me? Really? Like I carry my freezer around with me all the time? I said no, I did not. He said they would replace the freezer if I could bring it in....so...problem solved.....but regardless....WILL NOT PURCHASE ANOTHER THING FROM SEARS in the future. HORRIBLE CUSTOMER SERVICE! Liz Campbell 9/12/11 I bought a Sears Kenmore dishwasher in June 2008 that needed repeated repairs to the control panel (the buttons you touch to start the dishwasher). In June of 2010 we gave up and bought a new Kenmore dishwasher. Now just over a year later, the same problem is happening. I asked for Sears to fix it as a warranty repair, but they refused as we are just over the one-year warranty window. This is an obvious defect in these dishwashers and they should acknowledge this and fix as if a warranty repair. Celestial Sojourner 9/14/11 Sears service is horrible. Sears.com sells you dishwashers but doesn't deliver them, then it takes lots of effort and almost forever to get your money back. After you become disillusioned with Sears.com and go to the brick and mortar Sears store, you can buy the dishwasher again, and they will actually give it to you, but they won't deliver it or install it unless you happen to live practically next door to the store. Meanwhile they make a good Kenmore dishwasher, if you ever actually get to bring it home, it actually cleans dishes. But the Sears service is so bad, it may not be worth it. Howie 9/6/11 Quite simply, Sears SUCKS. I just purchased a GE side by side w/ice maker. It was delivered on 8/31 and I saw it advertised AT SEARS for $65 less on 9/5. They consider the purchase date of 8/13 for credit not the delivery date. They also start the 90 day return policy and warranty on the purchase date. I'm glad I found that out because now I'm returning it! It seems to me that any reputable company should start things on the day it's delivered SEARS. See Ya! I'll also being talking you down to others..... Howie 9/6/11 I forgot to add BUY LOCAL MOM & POP, HOME DEPOT, LOWES...etc. Anyone BUT SEARS!!! M Howard Billerica, MA betty whitman 9/6/11 Sadly, after 20 years will no longer support Sears since they are promoting the Kardashian Kollection. These trashy young women are not good role models for young girls. Kim is a porn star. This is appalling to me that Sear would even consider affiliating with these people. Bill B. 9/6/11 I'd like to first say that my Mom, Dad, entire family and I have shoped at Sears for decades. This, with a little help from me, will probably come to a screaching hault after I share this story. We are a family of five. We wash at least two loads of clothes daily. Our Kenmore "Elite" washer decided to quit after a measly 1 1/2 years of service. I stupidly aggreed to the 3 year "master" protection plan. I called Sears , and the quickest they can come is 10 days...are you kidding. They offered to pay up to $25/ week to pay to have our laundry done or rent one. Oh, all rental stores have a minimun of 1 month...DUHHH. this isn't "master" service. Another thing... since we're at 9%+ unemployment in America, thanks to Barrack, why does Sears use foreigners to handle calls. They can't understand you, so how are they going to help? I'm fed up and will never use Sears again if I can help it. Thanks, Unhappy VFW kerri checa 9/7/11 I was kept online for 3 hours by the personal shopper feature trying to price match two appliances, he promised me a discounted maintence plan, free delivery and free installation of the 2 appliances. After finishing and paying with my sears charge i was relieved, the next day i recieved an email with totally different numbers than what was discussed in the previous 3 hour online ordeal, when i called i was told "sorry" we dont do free installation and that they wouldnt honor the 3 hour personal shopper conversation i had even though i emailed it to the supervisor i spoke with that offered me "FREE" installation, delivery and a discounted maintence plan, i was basically told i got screwed take it or leave it. Very disatisfied long time Sears customer Latricia Blades 9/7/11 I purchased a Kenmore Freezer from Sears in Atlanta on May 23, 2011 and it broke on Sept 7, 2011. I was told by the repair dept that I would have to wait until Sept 15 to get it fix and if my food were to spoil to take a picture of the bad food and maybe I could file a claim. They were not able to get me a earlier repair appt and when I asked for my money back because I didn't want any appliance that would break down in less than 4 months I was told I could. I have purchase appliances (refrigerator, stove, washer and dryer) which I have had for 10 yrs from Lowes, Home Depot, and the Military Exchange and haven't had any problems with anyone of them. I will really want my money back and I know for sure that I will never purchase anything from Sears especially appliances.. JD 9/8/11 WARNING TO SEARS CUSTOMERS: Sears so-called "Executive Office" is NOT the real executive office -- it's actually an escalated customer service team created to PREVENT customers from actually reaching the REAL Sears Executive Office. This "fake" executive office also provides the WORST customer service I've ever seen in 20 years as a consumer. If you care about value and good customer service, AVOID shopping at Sears at all costs! They make customers' lives miserable -- as you can see from all the negative comments above! Tom Cushing 9/9/11 I purchased a wonderful pare of shoes (Wonderlite loafers)from Sears in Merrillville, Indiana some years ago and I have worn them and enjoyed them tremendously. They are idea for wearing with the American Legion Honor Guard and for service with Bugles Across America which I participate in a regular basis. They are smooth black leather and take a spit shine beautifully. I would purchase several pairs if only they were still available. Why were they discontinued? Why did someone think dimpling the leather would make them better? How can I get someone to listen and reinstate the shoes back into production? Gail Hostetter Nelson 9/10/11 I called to order an air conditioner for my tenant. They have a small dog and their apartment can get very hot when they are at work so they needed a replacement when theirs died. I called and ordered on line through the Sears chat center and was reassured that the model I wanted was at the Ala Moana Store. I asked to reconfirm this and they again assured me this model was there. I paid for the air conditioner. I received an email confirmation from them this morning. Then later today I got a call, the day after I was assured I could pick up the model and after I had the email confirmation, in which I was told that it was not in stock. I called and was told there was nothing they could do. I pressed and they said there was a model at the Sears Distribution Center but that it would take 3 days to get it to Ala Moana. Since it was their error I asked if they would deliver, "NO". I then was told I had to have the person who was going to help me ( I am over 70) pick it up at the distribution center go to the Ala Moana store first and then go out to the distribution center. They would not e-mail me the paper work to make it a shorter trip, they would not offer to help in any way, they could not resource themselves to fax or email the release to the distribution center. If I did not have tenants in need, and an extremely busy schedule I would cancel the order and get the air conditioner at another store who values my business. Sears does not. By the list of others who have complaints they have a number of people who will decide to take their business to other stores. Sears in Hawaii 10-15 years ago had the Aloha Spirit and was very concientious about service to their customers which is why I had decided to buy the air conditioner from them. Sears as a corporation has lost that intention. How sad! E.L. Young 8/25/11 My Under warranty Heat and Air Pump has been out since May 2, 2011. Service men come and put gas in it and it last for about 2 weeks. When the third service man came. My son who lives in Memphis, TN an insurance agent tells me to tell him to check the coils for holes. Service man did and that was the problem. It took 7 weeks to get the coil shipped to my house. Trying to get an appointment set up to get gas in it was nest to impossible. 7 day waitin period each time I called. A service man had ask me to call him when the coil came in. In the mean time the compressor goes out. I am setting off and on in this heat. I am diabetic, high blood pressure, and other health problems. I ask for unit to be replaced. No way. Trying to get help I talked to a field manager in Fl. and Mike in Houston. He was going to handle it. That was a joke. When coils came in I call the number that was left for me to call. 1-888-236-1885. I talked to Kathrine who tells me I have an appointment on 8/24/11 between 8 & 5. I told her that the service man said he would be here on 8/20/11 if the coil came in and it had. I just needed to get him the message.The long conversation boiled to she couldn't give him the message. She transferred me to Judy who said she couldn't help me. and transferred me to 439-4663 and Hillary. Same number. Conversation basically the same. Hillary doesn't know who her supervisor or upper management is. She advised me to move the wooden create setting on my front porch to a more secure location. We had words about that and I told he she could come move it. She said she didn't live in N.C. To sum it up this lack of communacation between Sears customer service and service men is the right hand soesn't know what the left hand is doing. The service men have been great. It is the customer service and field managers who do not know there jobs. In all fairness to the Fayetteville field manager he was on a leave of absence during this period. On 8/24/11 2 service men all the way from Atlanta, Ga came to repair my unit. Sears you need to retrain your cusomer service and teach them who is the persons in the chain of command. And you need to train your field supervisors how to dispatach service men. One of the men that came here was as I said from Atlanta, he was in Raleigh when he called me, he was calling to see if the coil had came in( he never got my message) he had to go to Greensboro to pick up the compressor and then drive to my home in a different town. His driving time is 3 hrs. Plus 5 1/2 hrs from Atlanta. Hello. Do you get this message. I am a retired dispatcher from the transportation industry. You do not treat customers the way you customer service talked to me and treated me. Unless of course you don't want your customers. Kenya Borden 8/25/11 I recently called Sears to inquire about a lamp for my 73 inch TV they had one and of course I thought the price was do-able so I was starting the process of ordering th lamp and then my husband called on the other phone and said not to order it because mitsubishi has it for 99 dollars and for 22 more dollars we can have it in 2 days opposed to sears being 144 for the part and 22 dollars for shipping but you still have to wait a week to get it or pay 40 dollars and still wait 3 days. So I told the agent to cancle the order and the reason for it. She said ok and before I hung up with her I made sure that she would not run my credit card.She said it would not be ran. So I called mitsubishi a few min later and ordered the part. Low and behold guess WHAT. Sears ran my card and the funds were not available but NO ONE from Sears bothered to call me and tell me ANYTHING I had to just assume this was the case since the amount missing from my account was the same as the item Sears was trying to get from me. So now I can't order the part I need until the monies are released back to my account. This is about to really make my blood boil how Sears does not educate their agents on the process of payments and so forth. All the agent had to do was tell me oppps we got this far and the money will not be back into your account for 1-3 days. This is crap and seems to me life someone is getting away with stealing and miss leading customers. My bank is hearing from me as well you can bet that. This is my money and it should be available to me at ALL TIMES. I will NOT use Sears ever again for anything because they have no excuse other than oppps sorry through and e-mail. Britany McDonald 8/25/11 I ordered a side by side, white refrigerator THREE weeks ago, and it was set to be delivered Tuesday, August 23. When my refrigerator was delivered, not only was it out of the box, it was black and the floor model. I waited THREE weeks for the black floor model. I was told to bring my receipt back up to the store, and I could reorder the correct one. I did this the same day, and the manager gave me credit for the wrong refrigerator minus the delivery fee which locked up my credit card where I could not reorder. I went back the next two days (August 24 and 25) to try again to only have my card rejected and to be told there was nothing they could do. The manager promised me that if I ordered my refrigerator by tomorrow (August 25) that it would be on the truck Saturday and he would deliver it Tuesday, August 30. I went back to the store on Thursday, August 25, and my card was finally accepted. However, AFTER the manager rang up my order, he then proceeds to tell me that my refrigerator would NOT be on the Saturday truck and it would be September 3 before it came in and they wouldn't deliver it until September 8. I feel so lied too, and I was not given any kind of discount or any kind of anything for all my time and trouble. I am NOT a happy customer!!! Raymond L. Armel 8/26/11 November Purchased Sony TV at local hometown sears outlet store in Decorah, Iowa. Sony Bravia model # Gene Ude is the owner/manager and is very helpful and is a good representative for Sears. July 28th TV goes completely dead, no audio or video. I called sears repair and had service date set-up for August 9. I asked if I could simply take the tv back and get a new one and was told no. August 4th Part was received and I called Sears for notification and the August 9 date was still in place. August 8th Sears called and stated that a second part that had been ordered and is on backorder and would not be shipped until August 11th I called customer solutions and was told that they would contact the manufacturer to see if the part could be shipped sooner or if a replacement tv could be provided. I was given case #3726693. I was told by Andrea that a response would be within 24 - 48 hours. August 10th I called customer solutions and talked to Marlene. I was then told that the part on backorder would not be shipped until August 15th. I was also told that a replacement tv could not be provided unless a part was backordered for more than 30 days. I requested to speak to a manager who then told me that they could not and would not provide a replacement tv unless the 30 days had expired. We have expended the money for the purchase and extended service contract that took us a year to save up for. We have been told that Sears would provide a rental reimbursement. However we would first have to expend our time and money. We do not have rental services available in our area. To acquire a rental would require travel and time expense in addition to the rental expense. Two weeks go by with no correspondence from sears of sony!!!!!!!! August 26th Received phone call from Lynn, a "Sony" representative located in the Phillipines. Lynn stated that they would replace the tv and that the shipping would take up to three weeks. I requested a 24 hour shipping as this has now been a month. This was refused. I requested to talk to the supervisor of customer relations. I was told that these phone calls could not be directed to a supervisor and that the representatives have control over all decision making processes. I was given a case #e51585077 and a phone #239-768-7646. Contacted Sears customer service home office in Texas. Talked to Arlene with customer solutions who was then going to take to their technicians and I was placed on hold. I was told that only Sony could authorize replacement of the tv and that the replacement tv would have to come from sony. What is wrong with this picture? Since when is the customer not right? Since when is it not a retailers desire to make things right with the customer? Why shouldn't Sears bring a rental tv to our house and set it up at their expense when we have already made the prior expense of acquisition? Why not just replace the tv and be done!! Much easier and customer satisfied!! And let Sears deal with Sony!! When I buy from a retailer, I expect the retailer to stand behind the product and take care of the customer directly, not pass this off to the manufacturer. That, in my opinion, is a vital function of the retail/customer relationship! That is why Sears has fallen in their customer relations/satisfaction rating! Rose Taber 7/5/11 I had a problem with a Sears washer--Long story I will not bore you. I was stupid in thinking I was dealing with the Sears I grew up with(the one that stood behind it's products) and we all trusted. It took me many hours on the phone going from one associate to another with nothing being accomplished. Except the " I am so sorry" or "I understand" repeated so many times!!! I feel for the people on the front lines--it is a job. The only way we can get some satisfaction is to find a more locally controlled store in which to spend our hard earned monies. And yes I realize the little guy at Sears is the one to pay by losing jobs as less and less people shop at Sears. I truly am sorry for that. Barbara C. Ward 7/5/11 I am greatly saddened at the recent (non) service provided by Sears. I am a senior citizen and I find what happened to me to be totally unprofessional and beyond excuse. My A/C unit failed and I called the warranty line for assistance. The service tech walked me through several steps and stated that a repairman would be scheduled the same afternoon between 1 pm - 5 pm. As 4 p.m. approached and there was no serviceman in sight I called and was told that my service appointment had been changed from the 5th of July until the 7th of July. Unbelievable, no one had called regarding the rescheduling. I had taken off from work, stayed close to the phone not wanting to miss Sears' notice as to when the serviceman was enroute. I was told that it was too late for a serviceman to come and there were no techs in my area to send. This is pathetic, shabby care of a very long time faithful buyer of Sears products. What is going on!!!!! I never thought I would see the day that Sears slipped so low. Kathleen Comeau 7/6/11 I called Sears to inquire about a Service Repair. After talking to 3 customer service reps, and each one taking down the same information and then transferring me to another rep, the last rep lost the connection. That was about 30 minutes of my time wasted while I was trying to find someone to make a service call on my washing machine that was not working. I did not call back and suffice to say, I will not call Sears again for repair and I will not purchase a washing machine or any other appliance from them. I heard a 'rumor' that Sears is struggling to stay in business. Now I can understand why. Shafiq u Khan 7/6/11 Recently I bought a snow blower on-line and they sent me an Email that it was ready to be picked up at the Woodbridge NJ store. I called to confirm that the store had it and I then had to drive from Somerset NJ, approximately 30 to 35 miles, in this hot weather which was very bad for my health as I am 67 years old and diabetic. I also have other health issues and am dealing with kidney stone problems. This is why I wanted to confirm that they had the items which I had to go to pick up. When I got there and showed them the Email they checked and came back to say that they don’t have it I told them I called before at the phone number provided in the Email and they told me we did not get it yet.. The person I talked to said they don’t know anything and what the hell they are talking about they don’t work here. He told me to come back some other day .I complained to Mr Imran jumma who is responsible for this misguided Email about my hard ship and physical abuse that I went through . I demanded to this gentleman, Imran Jumma, for some compensation for my time extra gas expense.and physical torture since I had to go twice to Sears in this hot temperature which was very painful and very bad for my health He send me a reply very easily O we are very sorry for your hard ship we valued our customer's we inform the store to correct the situation. but we cannot allow any compensation. . I ask is this fair with me? I replied to his reply of denial of compensation and ask his final answer. He never got back to me. Now I’d like to see if there is anyone else at sears who gives a damn about their loyal customers or they all are the same like Mr. Imran Jumma. I will wait to see before I take this matter somewhere else and give my advice to on-line buyers. Lynn 7/6/11 I won't do business with you after my current appliances die!! I would need hours of my time to relay the details of your extremely poor customer service! And then you have the audacity to offer me a 10% discount on some future purchase. How about the discount for the dryer belt it took me 3 days to find after being hung up and put on hold for 20 minutes? "Well we can't do that. This is all we are willing to do. We understand your frustration." but your aren't willing to resolve our problems or alleviate the frustration in doing business with you.. You have lost my business and I will be cancelling my credit card! marthy lake 7/6/11 IM PISSED OFF WITH SEARS REPAIR 1800 NUMBER, THEY ARE A BUNCH OF BIG TIME IDIOTS THAT DOES NOT KEEP THERE WORD ON SCHEDULING APPOINTMENTS!!!!!!IM TICKED OFF WITH THEM DAMN BASTARDS WHO GO BEHIND MY BACK AND CHANGE MY SCHEDULED APPOINTMENTS!!!!!! THIS CRAP GOTTA STOP !!!!! WHO IS THAT DAMN IDIOT CHANGING MY APPOINTMENTS DOWN AT SEARS CUSTOMER SERVICES 1800 NUMBER???? NO ONE ELSE IN MY HOUSEHOLD KNOWS IM MAKING SCHEDULED REPAIR APPOINTMENTS OF SEARS ONLY ME!!!! AND IM HOPPING MAD AT SEARS FOR NOT SECURING OUR SCHEDULED APPOINTMENTS!!!! SOMEONE THERE AT SEARS 1800 REPAIR PHONE CENTER IS GOING BEHIND MY BACK THERE AND EITHER DELEATING MY APPOINTMENT WHICH HAS HAPPENED BEFORE AND DROPS MY APPOINTMENTS!!! STOP THIS DAMN HEADGAMES SEARS AND GET YOUR DAMN ACT TOGETHER!!! FIX UP YOUR 1800----REPAIR CUSTOMER SERVICE CALL CENTER.....FIX THAT DAMN APPOINTMENT COMPUTER OF YOURS AND FIRE THEM JUNK WORKERS WHO ANSWER THE PHONE CALLS TO SCHEDULE APPOINTMENTS FOR APPLIANCE REPAIRS AND TEACH THE RIGHT WORKERS HOW TO LOCK IN OUR SCHEDULED APPOINTMENTS AND THAT IT WILL NOT BE CHANGED!!!!! I HATE SEARS!!!! Bob 7/7/11 On the 4 th. of july me and my 5 year old daughter went to sears in orland park ,il right at the auto center parking lot which they was having a sale outside with clothes which they had a barbecue , chips , and water,balloons, so my daughter wanter a small bag of chips and they said no only for employes only so my daughter was crying about it then i went to the auto center manager and his name was jack he gave me a big argument about not for any customers but i said where is the sigh that says for employes only which is like false advertisment. So watch out for this service manager which he will not be on your side. Bob 7/7/11 Sears service is terrible !!!! But writing here will do little to solve your problems; Sears does not read these letters. Phone the above numbers. Write your story on Facebook & Twitter. Anthony Bellino 7/8/11 I would like to Thank all of the staff at Sears at the Paradise Valley Mall location in Arizona. A special thank you goes out to the Team Lead (i believe that was his title)RICK, and to JAMES for going out of thier way. It is so rare these days to see somone go so far beyond the call of duty, especially when tied to corp. America. The Story: My wife and I purchased a Pergola from the PV Mall location last month, and were pleased with the purchase until it encountered its first storm. Needless to say the design team of this product must live underground, as the first gust of wind ripped the roof straight off the beams, and each consecutive gust beat the pergola into pieces. I called Sears that night and left a message regarding my frustration. The next day, I recieved a call from Rick expressing his senceriest appologies, and he assured me he would explore every option to reconstruct our loyalty to Sears. Within a matter of minutes, he called back with approval from his store manager, to not only refund and replace our purchase, but recomended an alternate shade source (of which we are extremely happy with). They drove out to our house, picked up the destroyed pergola, set up the new area umbrella, and were beyond friendly and enthusiastic about maintaining Sears good name. When I offered them gratuity, they respectfully declined it and expressed that they were just glad that they could help. Never in all of my years as a consumer, have I been so pleased with the timly and respectable service as that I have recieved from the management and team at the Sears at Paradise Valley Mall. Please Make sure that this team is made aware of the appreciation we have for their hard work and dedication, as I will be following up with them to ensure that the recognition has been noted. They always say that the fish rots from the head down, So this should go righ Roger E 7/8/11 I just had the service man here and said all I need is a dishwasher cleaner. Thought the product I have is a dishwasher, it even states in the booklet it is self cleaning. I have already had the control knob replaced 4 times starting last Sept. All this guy said was it was working properly and nothing could be done. All the other products are from Sears but,this will be the last one I buy from them.How do I know the black film is not harmful to my family. Have had other Sears Products before and some of them lasted almost 30 years.All the parts on this machine came from CHINA. What a joke. A senior stuck between a rock and a hard spot. Good luck to all of us. Some day we will have to learn Chinese Jane Doe 7/10/11 I refuse to but anything from Sears or Kmart while they are advertising on the Nancy Grace program. She is promoting violence, perverting justice and inciting riotous behavior. In my opinion, she nothing short of a hate monger. Earl Lambert 7/11/11 I have a Sears Lawnmower and and called in for a repair. The service tech came out and worked on the mover and I paid Sears $292.44 of which $198 was for labor that took 58 minutes. Today I went to use my mower and was on it for 45 minutes and guess what, it quit running. I called the customer service line and was told...Sorry, you will have to wait another three weeks before anyone can come back out. I proceeded to call back and ask to speak to a manager but was put on hold for 21 minutes, not once but twice. Does Sears really think this is customer service, this is thanks for your purchase and don't bother me again. This will be the last item I purchase from Sears. Not another dollar of my hard earned money will be spent on a company that cannot even get on the phone and try to resolve my issue. This is a company filled with customer service reps that really do not care about service at all. Nancy Levine 7/11/11 We bought a siee-by-side fridge/freezer in 2001. We are now trying to get someone from Sears out here to fix the same problem (#3) since taking delivery. I have never experienced such terrible customer service as I have from your call center. I think one of the main problems is that most of the people I have delt with can barely speak english and can't seem to comprehend what I am trying to explain. I called them on June 9 to request a service tech to look at the fridge/freezer. I was told June 15. No one showed up. I called and was told that the compuer showed June 22. Again no one showed up. Then I was told they had overbooked and the next available date was July 6. I went to the Westland, Michigan store and a very helpful salesmen made a call and I was told a tech would be out there on Monday (3 days from that day). He came and said it was dirty coils on the condenser. He cleaned them and said that within 24 hours it would be fine.Because no part was replaced I was informed that I was not entitled to the $250 food replacement that was part of my master agreement. I got up the next morning to find water all over the kitchen floor from what little ice there had been and melted. Also, the freezer/fridge had completely stopped working. Again I called customer service and was given a date of July 7. Back to the store and I spoke with a store manager. He really took the time to help me especilly when he found out the my 91-year old mother was living in the same house. He finally got a tech to come out the next day. Then I was told that we needed a new part--again. The tech scheduled the appointmentfor July 12 and ordered the parts. When the parts arrived I called the customer service, as instructed, and told them they were here and was told that an appointment was scheduled for the 12. It is now 8 pm on the 11th. No one has called to tell me if the tech is coming and what time and of course the customer service offices are closed. We are moving on July 14. I thought I had all of my appliances sold until this happened. I need the parts replaced so that I can get my whole $250 food replacement from Sears. Both my mother and I only have social security. We have far exceeded $250 because we either have to eat out, order take out or go to the store every day to buy food for the day. I BEIEVE THAT WE SHOULD BE REIMBURSED MORE THAN THE $250 TO HELP COVER OUR ADDITIONAL EXPENSES. Based on this terrible customer service, I don't believe, at this time, that I will ever buy another appliance from Sears. You need to bring your customer service back to the US and hire Americans who can both understand what you are talking about and are able to communicate with you so that you and clearly understand what they are talking about. No one whould have to go for a solid month with out a fridge, especially in the hot weather we have been experiencing. LML 7/11/11 I ordered a product from Sears to be delivered to my home. The last two numbers of the address were inadvertently transposed. I called Sears customer service to get it resolved and they put me on hold and proceeded to tell UPS that I would pick it up. I don't have a car - they did not even ask me first before telling UPS this. Now I can't get the package delivered because Sears won't agree to change the address and UPS can't bring it to me. The customer service rep lied. I am done with Sears and their piss poor customer service. This is not the first time that their staff have not fulfilled their simple job duties. They can't even hire someone that speaks english! I am done with Sears. John Roberts 7/12/11 What has happended to the David Taylor Mens dress Shirts ? You now have a replacement brand named Covington. The problem with this new shirt is it has to much Cotton and not enough Poleyester . They are paper thin and uncomfortable to wear . The David Taylor was more Polyester 80% , Cotton 20% . And the Covington brand creases all the time. The David Taylor was a much better shirt to wear and maintain and looked more classy . Can you switch back to David Taylor , or improve on this brand Covington . Most Men would agree with my commentif you added more Polyester and less Cotton . If you have to charge more for this fine, your not Target, or K-mart . Thank You ! matt 7/12/11 I paid cash for a kenmore fridge. The never came through with the deliver after waiting all day. The will not preturn a call and have said I have to wait 10 days to get my money back. The salescheck says "all returns will be in the same form as paid". No fridge, rotten food and the worse customer service ever. GO TO ANY OTHER STORE!!!!!!!!! Jim Caito 7/14/11 I bought a Kenmore fridge in Feb, I think I made a mistake switching from my orginal brand! I have stocked the fridge twice with food only to have it stop working. I am waiting for the repair man to come now so I can go shopping a 3rd time. It has cost me $400.00 sO far. I will think twice next time!!!! Lori Sheets 7/15/11 I have been a customer with Sears for many years. After the events recently, I think I will shop elsewhere. Untruths, many phone calls about delivery, they didn't even know what they were talking about. I even called my salesperson and they supposedly lied to her. Sears is going downhill REAL Fast!!!!!!!!!! I too will pass the word. yr 7/15/11 I guess its true. Long gone are the days when customers were loyal to companies and the companies could be trusted with providing the best service and product. I have been a faithful consumer of the Sears Retail Store. I buy my children clothing from there. I bought my first television set, warranty, dishwasher, and much more. I have always trusted the company because of what it represented. The trusted home retail store of every family. My first television, which was a display model and never serviced, still works after 20 years. What a product!!! Do you think it was made in America? When they joined with Kmart, I was thrilled. I am a life long consumer of Kmart as well. Within the last 5 years I've noticed a decline in quality merchandise at both companies. Perhaps manufacturing companies are no longer producing products that last. Or retailor are buying inferior products to save money. Whatever the reason, my recent purchase has left little to be desired. Deciding to branch out I thought I'd try Sears Retail Outlet online. Perhaps they are like the Sears Retail Store? What a mistake that was!! I ordered my LCD DVD TV in mid-June. I thought it would come in within 2 weeks. That did not happen..... Called several times to find out what had happened. Those on the phone attempted to be helpful, but due to a lack of information in their computer system, they could not find the information that was needed. Finally someone located the information and the store that had my merchandise had to go and find it in the store. The manager appologized for the delay and said it would be shipped out right away. I continued to wait for a email confirmation and it did not come. I called again and was told that as soon as the product was ready I would get a cofirmation that it had been sent. Finally I received an email stating it had been shipped. When it arrived I was so excited. Finally the gift to my hubby and children was here. I opened the box, took out the television set and set it up. I noticed there was no remote with it. I tried using the buttons on side (manual buttons). They did not allow me to select from the TV menu or obtain new channels. No problem I thought, I'll try a dvd, The dvd went in smoothly, a nice picture came up, but when I went to eject the dvd, nothing happen. Now the dvd is stuck in the unit and won't come out. How frustating this experience has been!! Called customer service with Sears Outlet, was told they could have UPS come back, pick it up and issue a replacement. The closest one for pick for me is in Ashellville NC. That is 2 hours away from me. Not worth it to me. I wish I had gone to Walmart. They have the same product brand new for $30 dollars more. What was I thinking of to buy a refurished product from Sears. I guess I thought it was going to be like that first television that I brought from Sears. You know.....the one that has lasted me for over 20 years and made me come back to buy again from Sears. I guess not. Jim Trent 7/17/11 I have used Sear appliances for years. About two years ago we recently moved into our dream home and purchased two Kenmore elite products; refrigerator and stove. I've had the repairman out several times on the refrigerator. I'm instructed to manually "defrost" my ice cube tray monthly, so it won't freeze over and stop working. The icemaker is super loud--all repairman acknowledge this but can't do anything about it. My Kenmore elite exhaust fan now only works on one speed. I am disgusted at the quality of your products. Needless to say, I won't buy any more major Kenmore appliances. I thought the Kenmore elite brand would be better, but it's not. Ron 7/19/11 I have a washer that has been having problems Sears has been out here now 3 times and this will make the 4th time. You have to make the appointment on their schedule like we dont work. This is rediculous. They put remanufactured parts in it and the problem still exists. The washer needs to be replaced however they will not they keep throwing parts at the machine. Seems like they are trying to keep the repair man in business. Let me tell you Kenmoore use to be a good product but I am beginning to wonder. You call to schedule an appointment and you get India or the Phillipines. This is horrible customer service. You ask for a supervisor get hung up on and have to call back. I have been now on hold for over 2 hours and my problem still is not resolved needless to say I still have ths same problem with my washer machine. Sears you have probably lost my business unless you can make this correct. Tifany Lenoir 7/21/11 I recently purchased a home with a Kenmore Pro Dual Fuel range. Upon inspection of the range it was working fine. We finally began moving in a few weeks ago and was excited to use this new appliance. To our dismay, the convection oven was not working. The gas stove top actually works, thankfully, but we were forced to use our new home warranty. After several failed attempts to correct the issue, we were instructed to contact Sears repair department by our warranty company. This is where we stand today July 21, 2011. We were told on July 14, 2011 that the earliest appointment would be today between 1:00 & 5:00 P.M. The first contact I received was from Sears at 1:40 P.M. Letting me know the technician was running late and my window would be after 5:00 P.M. Next, at approximately 5:30 P.M. I was contacted by Sears once again, telling me the technician would be here between 6:30 & 7:00 P.M. At 6:29 P.M., Carl, the technician called and left me a voice mail message stating he needed driving directions to our house since it is not on "ALL" GPS systems. I called and left a message at 6:32P.M. leaving him a message to please rerun my call so I could give exact directions. It is now 7:47 P.M., and he has yet to contact me back. At 6:34 P.M. I received a call from the sub- contractor dispatch, stating the tech was trying to get in touch with me. I explained that I returned the call and the tech has not called me back. I then called the tech a total of 15 more times before 7. At exactly 7 the tech picked up the phone and hung up. I contacted the sub contract company to speak with a supervisor and I was informed no one would be out today because I missed my appt. I did not miss my appointment. The tech chose to ignore all of his obligations today. I was told the earliest anyone would be here is Monday between 1 and 5. So first I lost half a day of work to be here for the appointment the tech decided he didn't need to work. Now I have to take another half day of work because your company decided to not fix my range and offered a 25 gift card for my troubles. I have lost time and compensation in the form of work and the only thing sears will do to rectify the situation is force me to take another half day of work and 25 dollars? Completely unacceptable. 7/22/11 This company needs to be put of business!! item less then a year old, sent out for repair! not fixed. Sears wants us to send product back out for repair again. Sears said they will not replace the item or refund any money. Did I mention that the item is still under warranty.. Please do not buy products from Sears, they do not stand by Warranty!!! No more shopping ever at Sears Michigan Ronald Pierce 8/4/11 I purchased a under cabinet microwave back in 2009 with the a 3 year warranty contract. The microwave has been functioning okay until end of June of this year. Whin I called the service number I was that I would be put on the watch list in case a technician finished a job early he would come early then July 12th date, for 1-5 time period fair enough. Service technician showed up on time looked at oven and said the unit was not heating. Sop he had to order parts and someone would be back on following Friday but half hour before the schedule time to reschedule for the following week. When the technician showed up the following week and installed the new parts it didn't work. Other partshave to be ordered for the following week. Now I got a call about the service call will have to be rescheduled again. Now is the time to complain about the sucky service. I gave the a one star rating because that was the lowest choice, if I could I waould give the a minus 5 starts. Paige Adams 7/22/11 On June 4th I scheduled an appointment for a free estimate on an AC/heating unit for my Upper Marlboro, MD home. The technician came out to my house and looked at the unit but never provided my tenant or me with an estimate. I have called the service line 3 times and I still have not received feedback. Yet, I received a call immediately after my first inquiry surveying customer satisfaction. After the first call I was given a reference number and told that the service agent would be in contact with me shortly. It has been almost two months since then and I have yet to receive a call. I had every intention of utilizing your business because of it's length and tradition in the business. However, this incident plus another negative report I received from a friend has left me to inform everyone I come into contact with not to patronize any Sears stores. Cynthia Richardson 7/22/11 I have been trying to contact someone in the corporate office to address my compliant. I find it a poor service when a consumer has to be transferred several times and still no resolution! I waited for my service tech to arrive between the the quoted time he called and scheduled; after time elapsed I called him back on the cell phone he called me on. To my surprise I was told that he knocked on my door and I didn't answer. I advised him I am not sure whose door he knocked on because I along with another adult and the dog was home. He choose not to come and advised me to reschedule! I was outraged by his tone and the fact that he LIED!!!I find it difficult to believe that NO one KNOWS who is the VP of sears as well as a department that wants to take the time out to address the issues!!!! I will NEVER by anything else from Sears or Kmart. If anyone knows of a higher up please post! Not the first issue I have had. Vega 7/22/11 Hello, 1st of all it is rare that I am so disgusted that I actually take my time to send an email to complain, that being said this is my 3rd in 46 years. That would mean that I was so disgusted that I am taking my valuable time on a friday evening to send this email in response to my experience at the Sears electronics dept. at the Burlington Mall in Massachusetts just 2 hours or so ago. Let me explain in detail so that you may experience my 20-30 minutes at the Sears at Burlington Mall. 1st of all a few years back, aproximately 6-7 years ago, my wife and I started spending some serious time at sears for our products and clothing. I purchased 2 mowers , leaf Blower, winter and summer clothing, 6 years consecutively for Christmas shopping , christening outfits, school uniforms, Plasma Tv, surround sound, etc.etc. Do you get roughly the type of loyalty and ongoing business my family has had with sears in the last few years. I hope you can understand that during this time friends and family are telling us its too expensive to go to Sears at the Mall for clothing or other items and we can get them elsewhere cheaper. Of course we continued to go to Sears regularly. Now in the last years or so I find things to have changed and it was not until today that I just got disgusted with it. We had some obvious extremely inexperienced people in your kitchen dept in the last couple of years that led us to buy new Fridge and Maytag washer and dryers somewhere else for in actuality a couple hundred dollars more, because we knew we would get the customer service elsewhere. That started the slowly drifting from sears , now I cater to my clients in my business, I have too, it is because of them I can drive New cars , take nice vacations, send my kids to private schools etc. I do not want that to end , so I treat my clients with the utmost respect and make sure they are always happy, I do not know , but that sounds like common sense to me. Also I can not afford to have them go elsewhere, let me explain for every client I might lose, I will eventually lose their family,friends, and their extended friends and family and then multiply that by years , WOW. Anyways I assume you are doing so well you can afford to lose a few hundred to few thousand from a few potential customers, if thats so, then just blow me off. Getting back to today , I am looking at Led TV's , I can see about 6 sears employees within 10-20 feet from me, 1 is taking his time with one elderly couple looking at range hoods, the other one is just walking and staring at the Fridge's , the other 2 are together on a sears PC, they saw me staring at them but tried not to give me eye contact, as I walked to them , one of them puts his head down, the other walks away quickly. On the other side one tall sears rep sees me trying to give him eye contact and he actually moves to the side trying to give me the appearnce that he did not notice me. My wife and I as well as my 2 boys are almost shocked and shaking our heads at all this happening, at the same time I am trying to educate my kids , "this is not what you should let happen if you run a business", but I also tell them this is the kind of help you get when hiring people. Now eventually I get the attention of the gentleman, of course thats after walking up to him and getting within inches of his face to make sure he saw me. He walks over to my wife and kids alongside me, and I show him a used LED 52" TV from $1999.00 reduced to $1,079.00 , I was waiting to finalize on that item so I can buy a TV stand for it also. I asked him about warranty, he said in a brisk and almost like he was not interested in selling it manner. "NONE 30 days, you can bring it back" Asked him , how about a box or bubble wrap so it does not get broken on way home, He said "what you see is what you get" "nope no box , and we can not get bubble wrap for that " i am looking at my wife, my wife is shocked staring at me, I once again look at him and said "I am traveling and want to make sure it gets home o.k. " how about anything ? "nope, do not have anything for the T.V." Now if I have a used TV for sale and the guy just wants it safe , guess what, I might take an extra few minutes to find some bubble wrap and a box , heck its the least I could do. Well I lost it after that, the TV was perfect for us, but as we speak I am online going to buy it elsewhere at 100% full price , why ? I am tired of the sears CRAP!. Another thousand or so gone, and of course I will share this with my 600 or so clients, why? because thats what people do when they are treated like this, they give warnings to others , so that they do not get treated the same way we did. I sincerely hope this changes, but I doubt it. It is only money, win some, lose some. Attentively Mr. Vega MOSELLA CLAIR-CRAIG 7/22/11 I HAVE BEEN A CUSTOMER OF SEARS FOR 30 PLUS YEARS AND IN 04 I PURCHASED A REFRIGERATOR AND STOVE. SINCE I HAVE HAD THE REFRIGERATOR FROM A FEW MONTHS AFTER PURCHASING IT AND THE STOVE I HAVE HAD TO CALL SERVICEEVERY YEAR TO GET IT REPAIRED. TODAY THE THE REFRIGERATOR HAS BROKEN AGAIN AND MY RECENTLY PURCHASED GROCERIES ARE ALL SPOILED. I HAVE DECIDED THAT I WILL REPLACE THE DAMN FRIDGE; I REFUSED TO CALL SEARS AGAIN! OR EVER SHOP THERE AGAIN. I WILL NO LONGER RECOMMEND SEARS AS A PLACE TO GO FOR ANYTHING. HOWEVER I DO FEEL THAT SEARS SHOULD GIVE ME SOME KIND OF CREDIT FOR THE PIECE OF CRAP! BUT AFTER SEEING ALL OF THE OTHER COMPLAINTS I DOUBT THAT. SO LONG SEARS AND GOOD RIDDANCE! Raul Gomez 8/3/11 I hace been calling the Dallas repair center in Garland Texas since yesterday, after 124 calls and no answers I have no idea what else to do but PRAY that Sears goes bankrupt by the end of the year!!!! Your custumer servuce suck!!! Rick 8/3/11 SEARS SUCKS. !!!!!!! BUYER BEWARE !!!!! BANKRUPTCY IS ON THE HORIZON FOR THIS SORRY COMPANY.. THANK GOD FOR THAT, MAKE ROOM FOR A COMPANY THAT CARES ABOUT IT'S CUSTOMERS.. Julie Grosser 7/27/11 I have for over 32 years purchased Kenmore appliances, Craftman tools, and bedding and bath accessories for only Sears. NO MORE. My first Kenmore wash machine lasted 25 years, and with 4 kids, it was used. My 2nd Kenmore washing machine has broken down 3 times, and so has the dryer. To get an appointment this time, I talked to a CALL CENTER, where they didn't speak English, spanish was heard continuely, and she could not help. She kept saying "Se, Se," instead of yes. I told her I could not understand her and where was this center located. She did not answer right away, then said what sounded like Florida. I don't believe her. This is what is wrong with what is happening in the USA. Forgeiners are taking over and they are screwing with Americans, our homeland jobs, and companies are having products made in Mexico, that are not quality made. Well I cancel my Sears Credit Card last year, because of the interest rates, terms etc., and I have had that Credit card for 35 years. No MORE Sears. American desire better. Shellie 7/28/11 Placed an order at sears.com. Paid $35 for shipping. Delivery between 7/25 to 7/27. Never shipped until until 7/25. They shipped wrong item that I can't use because the air conditioner is too big for any of my windows. Sears wants me to re-order the air conditioner I had orginally ordereed and pay for it. Then pay to ship this other air conditioner back to them. But they can not credit my credit card for 5 to 7 days after the receive it back to the ware house. Their customer service called me a liar, telling me I didn't have the item in my home, even though I was able to look at it and see it. They are the rudest people I have ever dealt with ever. They really need to work on their customer service. Kim Young 7/28/11 Well I have one for you. I'm am totally dissatisfied with Sears! I call them for a service call on my air conditioner and they come out one week later, window time 8am - 5pm...ok good and fine. He comes out....takes the window unit outside and hoses it off. I asked him if he checked everything else and that it is in working order and the tech not facing shakes his head. I wasn't quite sure what he meant...I asked again and he shook his head again. So they put it back...it is working but then quits on me that Monday during the peak of summer in over 100 degree weather. I call for another service call and they can't make it out until next day between 8am-12...we suffer through the night with fans and the next day I wait...and wait...he calls me at 10:15 am saying he was on his way to my house but gets another call and was going to that and I said "NO WAY" I have been sitting here since 8am, swealtering in this heat waiting for you and you need to get her Now. He tells me he has no control over what Sears tells him and shows up by 11am. Another tech arrived and they are trying to determine the problem...take it outside again and determine it's a leak...and are trying to find it. State to me that if they fix it will only be temporary and will got back out within a day or two so I should buy another air conditioner. I ask if it should be replaced since I have the extended warranty and the tech says No. At this point I was displeased with the service I've received and called around to see if I could get another from another company but noone has one available with the BTU's I needed at this time of year. So I have no other choice but to get another from Sears. The tech told me they just got a whole bunch in stock. So I called the closest store to me and got a guy on the phone and he asked if I wanted to reserve one and I said yes...made the transaction he tells me I will be getting a call within the hour from the installer. So I waited...and waited and to no avail did they call. So I call Sears back...talk to another Different person and this guy was rude....interrupted me consistantly...having no compassion; empathy or sympathy for the situation and I just wanted to know when someone was going to contact me to install my new air cond. He tells me "Oh no, noone will call you until tonight and it might get installed tomorrow" I said this is so unacceptable...the temperature here has exceeded 100 degrees and I need it installed today...this guy hung up on me! Yes he actually hung up on me. So I go over to Sears...pretty pissed at this point...I'm hot and frustrated also. So a nice guy actually helps me out inside the store, but he or noone tells me that I could have my air cond replaced since I have an extended warranty, which states that if something can't be fixed then it will be replaced..correct? Isn't that how any customer reads it or is told when purchasing a new appliance? Well because the "tech" said that the leak is Not covered by a warranty..noone in corporate or withing the Sears Co will override this tech decision he made at that time...so it seems that the techs can determine what is covered and what is not on your warranties. Seems like they can delagate at the time of service and noone in corporate can override this guys decision? Do techs really read each and every warranty from 5 years ago? I have gone round and round and round with Sears about this. I will Never purchase another thing from you...my mother won't again and I'm pretty sure other people in my family won't now either. I'm totally dissatisfied with your services...your tech who really couldn't determine what was wrong with my air cond in the first place and needed a 2nd guy there on the 2nd call. And because of this one guy and his note...Sears refuses to honor their warranty service protection agreement!!!!! I will deal with companies in my future who care about their customers. K. Young Wichita, Ks edwin a pagan jr 7/29/11 I made purchases in early april with all the discounted idems and all , my bill was paid in full , some how or another i owe Sears 32.00 well i paid it , then am gething phone calls from some other country telling me that i owed sears money , so i told the man i want to speak to some one in the USA, when i spoke to the lady all was fine , but then i still owed sears 100.00 i close my account with sears now my credic reports falls from 755 to 615 because of you . i keep sending letters and nothing today i spoke againg to some one from Sears 1800-697-3277 am hoping this horrible experience is in the past.I will send another copy to my credict that my account is close and that i owe nothing to sears . Shame shame sears for doing this..I guess you have no shame.. Juakena Johnson 7/30/11 After reading all the postings above I see that I am only one of many. I have been waiting for days for delivery of a Stove and Overhood Range! I have spoke with several unhelpful representatives and the manager who have still not resolved my issue. I am writing a letter to the Corporate Office because I am truly disappointed in their service. I respected and grew up browsing ads and visiting Sears, however, I will never make another purchase from the Sears store again. Their delivery service needs to be revamped (Excel Shipping is doing horrible!) and their customer service representatives need to be retrained !!!!! Roselle, New Jersey Janet P. 7/30/11 After being sears customer's for years we are done. We bought a washer 4 years ago. Last December we had trouble and scheduled an appointment. No one called or showed up. Now we are having trouble again and I was told not a problem because they carry parts and would probably have it fixed. The repairman came thurs and had to order a part and now we are told they will fix it next thurs. UNACCEPTABLE Sears. We don't have a laundromat in town and our water is expensive so we are doing it at my friends. I see I am not the only unhappy customer but that is ok. When we make our next purchase it WON'T be at Sears that is a guarantee. Sounds like Lowes or Home Depot service their customer's better so that is where we will go. Janet P 7/30/11 Not sure if my review even showed but right now I am so upset and seeing as everyone else is having the same problems. First off had problems with our washer last december, scheduled an appt and NO one called or came out. We had washer problems yet again and was told NOT a problem they carry parts and more than likely they can get our washer fixed. WE DO NOT have a laundromat in town and our water is attrocious. My gf is letting me do laundry but I have had a hip replacement and have to carry the laundry back and forth. We are now being told we can't get it fixed until next thursday, almost 2 weeks after I called. SEARS, this is UNACCEPTABLE. After venting about my frustration I hear we are so sorry thank you for being a good customer. Well thanks to your lack of service or even caring about your good customer's I am going to lowes after reading how they service their customer's so well. Goodbye Sears, Hello Lowe's. Terry McIntyre 8/1/11 I have done business a lot of years with Sears. I have good credit and when I noticed my interest rate was above 25%, I called to niagotiate a lower rate. The customer service agent practically told me NO. My interest this month alone was $86.00 on a balance of just over $4,200.00(unbeleivable). This is the thanks I get for being a loyal customer, never being late with a payment and ALWAYS paying more than the amount due. Well Sears will not have this customer to kick around anymore. I immediately got on the phone and had $2,000.00 transferred to that balance and in addition wrote a M.O. for $360.00. I figure they can do without my $3,000.00-$4,000.00 in purchases a year. These people are ruthless once they think they've got you in a vunerable position. BEWARE!!!! Chris 8/1/11 I am a life long Sears customer and will NEVER shop there again. The store is dirty, looks like a Kmart gone bad, service is terrible and attitude terrible. I asked a manager who was in charge of the stores and he said a guy named Jamie Brooks. I researched this more and I found out that Jamie Brooks is President of stores and does not respond to customers' calls. He should be fired for taking a great company and driving it to disaster. Feel free to call him at 847-286-2500 and ask for his extension if you would like to complain about his stores lack of service. Jennifer Mitchell 8/1/11 Last year we had over 14 appointments where Sears either missed the appointment or delivered the incorrect appliance. Today we were scheduled to have our washing machine repaired (still under warranty). We were called last night and this morning to remind us of the time. When nobody showed up, I called and they forgot to schedule us. The repair guy was very nice and said they just called him with our info and he would head right over. Because he was new, a more senior repair person came out to check on him. They spent 15 minutes on the machine and 20 minutes telling me how important it is to give them a perfect review. In the end, they said it was not installed properly and they fixed it. Guess what - nothing was fixed. It's worse than ever. I tried it when they left. They didn't even try to run the machine because they would have known they didn't fix anything. Our warranty runs out next week and I just cannot risk taking off another day at work for a no show repair person who can't fix it. They said it was an easy fix but apparently that's not the case. By the way, we were initially promised an extended 3 year warranty on the washer/dryer because it took 4 months to deliver the replacements and they later said that because I filed a BBB complaint, the warranty would not be extended. Once you file a BBB complaint, any previous promises are off the table and you are at the mercy of the one person from Sears assigned to your case. They offer a pretty crappy take it or leave it deal and they tell the BBB that they did whatever they could to help the customer. SEARS should be ashamed of itself for bullying customers. kevin 8/2/11 just bought a freezer from sears on sunday and had a delivery scheduled for monday & had trouble from the min they got there not doing things they are supposed to do Automatically which they never did. Not to mention that they damaged my unit putting dents and scratchs on it. And called custumer service to get some help but all I got was the run around over and over with no one helping me. So I had to contact he corperate office and talk to a Excuative direct to get my issues solved, but even talking to them they just did every thing in there power not to compensate me for the trouble I had with every thing and for all the time I wasted on them. And the only thing the executive said if the unit was damaged real bad they would replace it free of charge but the unti had to have more then just a small dent and scratch. I have delt with Sears before and had better service then this but every since they restructured taking on the likes of kmart lands ends, orchard supply hardware, and mygofer every thing took a turn for the worse and the custumers and suffering. The corperate office need to get back to the foundation of any good business customer service and helping the people. GR 6/22/11 I bought a Snapper push mower/electric start a little over a year ago.I paid close to 600 dollars including their so called extended warranty! The mower starts to smoke really bad malfunctioning as well. Took it to be repaired only to have the idiots @ the repair center put an air filter & send it back to me! well, Hello........problem not fixed smoked worse than ever started shooting black oil all over the place & motor blows! I was beyond pissed off. at this point I think they should replace the mower not repair. But forget making a customer happy & keep their business. I guess better to keep you pissed! I will never buy anything from them not even a piece of bubble gum from Sears ever again! this is not my 1st encounter with Sears of their PISS POOR CUSTOMER SERVICE,from the sales reps to the call center to their so called managers,not to mention their automated phone system etc. I WILL TAKE MY BUSINESS ELSEWHERE AS SEARS IS NO COMPETITION FOR LOWES! THEY WIN HANDS DOWN Albert Zuest 6/23/11 I rated Sears with one star because they do not have a lower number for rating. From ordering my stove top to having it delivered has been nothing short of a NIGHTMARE. I will never make a purchase from Sears again. Samita 6/23/11 Our business purchased this appliance about a year ago. The ice maker is not working, so sears repair was calling about 3 weeks ago. Someone came easily and said there was a plastic piece that was stuck in it. He left after 5 minutes. The next day, we had the same problem - no ice. I called them, made an appointment, and they were a no show. Called them for another appointment, and they were supposed to come on 6/17. I got an automated voice mail saying that they were running behind in traffic. I called to complain and was hung up by the first representative. I called back, and was on hold for 45 minutes, then hung up on. When I called back for the 3rd time, I was told they were 5 minutes away. By this time it was 4:55pm when our business closes at 5pm. So they had to reschedule for today. I was told by 2 people that I would get a confirmation call the night before and I never did. I just called, got transferred to escalation when asked to speak to a manager. Once again, sounds like i'm talking to a person reading from a script. After I tell them my entire issue, all they say is I apologize. They told me that the tech already has come out, which they have not so complete lie. And they have until 12pm. They would call me before they got here. They never called me to confirm, nor have they shown up for the last appointments why would they now? In the midst of all this, I have sent about 5 emails to the website email, and no one has responded in 3 weeks, when the automated response says 24 hours. I have not been able to find a manager or someone that actually understands and can do anything about my concerns. They all apologize and say they are calling someone else. I hope to never deal with Sears again, and I hope that no one ever has to go thru what I have. Worst customer service ever. TALLIM ALLY 7/1/11 A MUST READ FOR EVERYONE. AFTER READING THOSE TESTIMONIES ABOUT SEARS PRODUCTS WE HAVE TO ERASE FROM OUR MINDS THE AMERICAN BRAND BUILT AND DELIVERED BY AN AMERICAN ICON. MY WASHING MACHINE A KENMORE THE VERY FIRST DAY OF USE FILLS WATER AND STOPS THERE NO. FURTHER ACTION. SO A DETECTIVE PRODUCT WAS SITTING IN THE SHOWROOM AT SEARS WHAREHOUSE, WATING FOR A WALLET-READY CUSTOMER TO TAKE IT TO THEIR HOME AND SUFFER AFTER THAT AT THE HAND OF SEARS. WHY SUFFERAGE.. I CALLED TO SPEAK TO A MANAGER THE CALL WAS TERMINATED . I HATE TO QUOTE IN DUTCH"DE KLANT IS KONING" THIS TIME THE CUSTOMER IS JUST ANOTHER PIECE OF RUBBISH, THAT AN EMPLOYEE CAN THROW IN THE GARBAGE, THERE ARE OTHER TERRIBLE THINGS THAT HAPPEN. BUT I AM WAITING ON CORPORATE SEARS TO CONTACT ME, BEFORE PUTTING IT ON THE INTERNET.BUT I WANT TO REMIND SEARS THAT IF THEY DO NOT PROVIDE THE CUSTOMER SERVICE, THEIR COMPETITOR WILL. BUYER BEWARE SHOULD BE EVERYBODY'S MOTTO. REGARDS TO ALL, AND MORE TO COME. jeanine aubertin 7/2/11 The Sears Auto store in Frederick Maryland was awesome for many years until two weeks ago. In attempts to fix the vibration my car has over 50 mph they sold me new tires and tie rods. The steering wheel even shakes. The techs assured me that my car was safe to take on a 500 mile trip but when I got to my destination the Sears store there discovered the tires were bad and I had a bent rim. Here I am over $700 later and my car is still the same. I may have needed tires and I may have need tie rods, but why do they keep telling me my car is fine when it is not? Because I lost my temper in my emotional state when I was stranded with a sick car so far away from home they now refuse to even talk to me. While I deserve the consequences of my words, Sears should not have sent a customer away with assurance that the car was fine when it was not. Gay Mueller 7/5/11 I have a 70 Hatachi TV. Since November 2010 Sears has been out several times to fix the tv. they have charged me a total of $623.20 in parts they changed. Guess what the tv is still doing the same thing. Now they tell me the parts are discontinued. I said put the old parts back into my tv and give me my money back cause you have not solved the problem. Will never use Sears again!!!! All they do is change parts and charge you then when they can not fix the problem they jump ship! Shawna Gutierrez 6/23/11 Having been a Sears customer since my very 1st appliance purchase as a young adult I will no longer be patronizing their stores--EVER! The repair department cannot show up on time nor fix my problem when they do the work, in addition the technician received numerous cell phone calls while supposedly fixing my dryer. So here I am a month after my initial call and my appliance is still not working and a technician will not be out for another week! What has happened to Sears great reputation? Mary Young 6/23/11 Why is there a line to give o stars. I will never again step foot in a sears store nor will my friends and family who have been buying products for many yrs. I can't believe they are still in business. Orderd a part from sears parts direct. The part was not the part causing the problem. I called to return it and they said as long as I installed the part they would not return it. Really. An eighty dollar part from a multi billion dollar store. They keep doing business like this and They will be the next big box store to go under and it wouldn't bother me a bit. By the way maybe they could get people on the phone who speak Engilsh. I don't think I have aver been so angry. What comes around goes around. Good luck to ya Sears. ML Madden 6/24/11 Sears Customer Service has gone by the way side. Parts can now only be ordered through an 800 number where you deal with someone who barely speaks English and knows far less than you do about what you need. When they send you wrong parts after you give them the correct information they charge you 20% for the incompetence of their employee. IF God forbid you dont get a chance to look at the part and make the repair as we did for our lawnmower before a 90 day period you cannot get anything back. We ordered a part during the winter and placed it on top of the mower for spring repair. Both parts we ordered were not correct and were infact what we told them NO THAT IS NOT WHAAT WE NEED IT IS THIS. STILL THEY SENT THE WRONG PART. After waiting on hold 10 minutes and being treated as if they couldnt be bothered I came to the conclusion that I will purchase ALL MY APPLIANCES, TOOLS, LAWNMOWERS AND HOME GOODS FROM ANYWHERE BUT SEARS. THEY DONT CARE ABOUT CUSTOMER SATISFACTION AT ALL. BUYER BEWARE THEY DONT CARE James Fleischman 6/27/11 I used to love Sears, however your company is run so poorly now that it is almost impossible to purchare or repair anything at a Sears. See all the complaints above? It is a shame to see a company that was once the envy of the world turn into an incompetent mess. Daniel Hartwig 6/28/11 Mr. Lewis, Just a note to express my dissapointment with SEARS. 7 years ago my wife and I purchased a new washer and dryer from SEARS (Sun Valley Concord Ca.)I have renewed the service warrant with SEARS every year for these products. Unfortunately, we had to contact your service department to service our washing machine on the 16th of this month. Without going into great detail, after setting time aside to receive your service tech so the work could be completed, my wife called your service dept,(fearing they would not show up). She was advised the service tech would be there by 12:30pm. At 12:40 pm, 10 minutes after the agreed upon service time had passed, my wife again contacted your service dept. She was then told the service tech was no longer available! My wife was furious; she was offerd a $50 gift card and promised a service date two days from now, Thursday of this week between 8:00am - 12:00pm. Just like your time, your service personnel's time, my wife's time is accounted for. This is not the service I grew up with watching my parents shop at SEARS. My shopping days at SEARS are a thing of the past. I will share my experience with all, I will not endorse SEARS and I will encourage others to shop elsewhere. D.Hartwig Concord Ca. Patty S 6/29/11 I purchased the Ty Pennington Mayfield outdoor furniture set. It was delivered 5/28/11 we put the furniture together and the loveseat was damaged. I called sears the day of delivery. Was told I had to contact the manufacturer - Sears could not help me. I did - twice - manufacturer Grand Basket company told me to e-mail. I did - one month later still no help. In the mean time I have called sears customer service twice. Both times they were going to contact Grand Basket and get back to me - nothing yet. Contacted on-line services for a return or replacement. Told me the system was down and they would get an e-mail over to me asap. It has been 6 days and still no e-mail. I will not pay for this on my sears charge until this is resolved and I probably will never order from sears again. I have told friends to stay as far away from purchasing from Sears as they can. As years ago a customer meant something to this company, but no longer do they have any customer loyalty. Sad I used to purchase quite a bit from them, but now I am going to cancel my card and shop at lowes or home depot. Robert 6/29/11 I renently had a lawn mower sent off for warranty repai work. I waitided two weeks , and was contacted by Sears about it. They said that my carbureutor was the problem - and get this- WASN'T COVERED BECAUSE IT IS NOT PART OF THE ENGINE !!! Not part of the ENGINE? This is a new low for Sears. Briggs and Stratton upon calling has even VERIFIED to me that a CARBUREUTOR is INDEED part of an ENGINE. What nonsense this is! What happened to REAL customer satisfaction, "The customer is always right", and Sears being a friend to the Consumer??? Paul Garrett 6/30/11 I am writing this while on hold (that is IGNORE) with Sears Customer service. The first representative (Francis) was unhelpful. I asked to speak with her supervisor. I have been on hold for 15 minutes so far and counting… I have been a customer of Sears since probably around 1977. In college my very first (revolving) charge card was from Sears. A few years later I got my first credit card (Diners Club) through Sears. I have remodeled my home using a variety of products from Sears (including major appliances) over the years with only one unsatisfactory service experience. I have probably dropped more than 20 grand with Sears over course of more than three decades. I’m generally a pretty easy going kind of guy and try to cut people a lot of slack including in corporate bureaucracies where line flunkies are purposely abused by management as shields from having to take personal responsibility for bad policy. But as of today I cease being a customer of this particular corporate vampire. I purchased a refrigerator (and a service protection plan) from the Sears Appliance Outlet in Denver. It took a couple of days to deliver – no problem. When it was delivered it was not operating. It would not cool or freeze. It took 5 days for a repair tech to come. He discovered two things the install guys should have noticed: a kinked water line to the water dispenser and a severed line to the ice maker. (20 minutes on hold...) But what the install guys couldn’t have noticed is that there is a sealed system failure with the compressor and cooling loops. The Tech said it was not fixable. The product should never have left the store. The store obviously did not test it before delivery. (Kudos to the tech for his honesty! The only satisfactory exchage I had in the whole sorry transaction.) I went to the store manager and he said he would be happy to refund my money and he would see if he could get another (dinged) of the same model. He offered no concern for my inconvenience in dealing with a product that should never have left the store. He also showed not the slightest interest in the fact that even if he got hold of a replacement it would leave me at least two weeks of being without a refrigerator due to the shoddy practices of his store. I decided to call Sears customer service and see if they had any suggestions. (25 minutes on hold finally spoke with a “supervisor” named Judson.) Basically they said, the service plan I purchased wouldn’t apply for 90 days; that they are unaffiliated with their outlet stores and if I have a customer service dispute it is with that store. Oh, and by the way, they apologize but they have no interest in doing anything for quality customer service or customer retention. Adios Sears. P.S. I am sorry I didn't find this website before making my purchase. It would have saddened me but it would have warned me to STAY AWAY FROM SEARS! D.Badia 7/1/11 I went on vacation in my car and found my brakes were failing. I went to the nearest Sears Auto shop. They installed front and back brakes. $700! They seemed fine. I drove home from vacation three hours at high speed. No problem, three days after I got the new brakes we left again on a road trip. Two hours into driving the steering started to shake. Then we begain to loose control of the steering. We managed to pull the car over just as the wheel fell off. All the lugs fell off within 30 feet. The wheel had not been put back on tightly. We could all have died in that car, due to the lack of a Sears mechanic that forgot to finish the job. We managed to go back on the highway and pick up all but one lug nut and put the wheel back on and make it to a garage. At our cost! I will be filling a complaint with Sears. Daniel Kime 6/10/11 What happened to Sears (Sears/Kenmore). I'm on my third Kenmore Express Microwave. All have failed within 1 month. The first failure Sears service kept it for a week, when I picked it up it was scratched badly and then failed within a month. We did get Sears (Concord Mall, De.) to agree to replace it with a new one. That one failed 30 days later. I am a long time Sears customer and the quality of both their products and customer service have dropped noticeably. D. Kime Pa. John D 6/10/11 Had a $2,500 refrigerator for 4 years. It went down on Memorial day. The technician came after I made several complaints to get them there before a week. They ordered a part and again I had to make numerous calls to get someone back in a week after part came. I was told wrong part ordered. I was told new part was ordered as emergency order. It has not arriveed and I spent hlf the day trying to get info of when it would come. I was finally told that it would be another week and part was never ordered as emergency order. Then I am told they will not come to install for 3 days after that.Keep in mind I am making this short. This is after numerous calls to some very rude people. There is no concern for the customer. There is no feedback as promissed . The technicians need to be trained on how to diagnose a problem. I have never been more disattisfied with a company for customer service , the lack of concern is unbelievable. DO NOT SHOP SEARS FOR APPLIANCES,do yourseld a favor. If you do do not buy warrenty, you will get better service any other place. G to PC Richard or Best buy. Suzanne Stewart 6/10/11 Sears customer service for repairs is horrible. I had an appointment, they cancelled it, did not communicate abou the cancellation, my husband took off, does not get paid and on and on and on.I will never use Sears service again. I have Tweeted, and Facebooked it also. Terry 6/10/11 I purchased a refrigerator from sears, the first installers did not finish the install, they delivered it, hooked up the water line and left. They did not level the fridge, align the doors. I ended up doing these things myself. There was a bigger problem with the freezer door, it was warped and did not align front to back with the other door. I asked for a repairmen to be sent out, they insisted on sending out another delivery crew. After the second delivery crew looked at it and determined they could do nothing to help.(I told Sear this was the case in advance.) I had to call and schedule a service call, the service tech came out and was unable to fix it. The biggest issue is that Sears call center is in India,(What ever you do don't support the economy in the U.S. where your profits come from) and the few call center agents they do have in the U.S are complete idiots. They have continually called the alternate contact number instead of the primary contact number. I have tried to correct this with them eight times. I called them today and told them if they call the alternate number one more time without trying the primary number first the only thing that is going to happen is them refunding my money. They are schedule to bring out another fridge for exchange. I will be inspecting it to make sure it is perfect before they bring it in my house. If not I will be requesting a refund. My advice, buy from someplace else and save yourself the headaches of dealing with the idiots at the sears service organization and their foreign call center. Irene Mele 6/10/11 Sears has the worst Service Department. Called and they sent me wrong parts for a NEW fridge with shelving that crashes when you put a bottle of soda on the shelf! Called again for a service call and they never showed up or had the courtesy to call that they weren't coming. I'll never buy from Sears again. As a matter of fact, I did not pay for this fridge yet on my Sears charge card. I may just cancel the whole deal and send the fridge back. They are irresponsible and irritating!!! Alexander's Home 6/10/11 If there had been a 0 I would have picked that as a rating! DO NOT BUY SEARS APPLIANCES!!!!!!!!!!!!!!!!!!!!! I bought all new appliances for our new home in 2008 from the local Sears retailer and had great sales service with some great discounts. Had I known that I would have numerous service calls in less than 3 years and have to wait anywhere from 1 week to over 1 month to get my washer repaired, I would have made a different decision on who to spend $10,000 with. It is frustrating to have a washer less than 3 years old and be wagging my dirty laundry to family members to wash clothes for close to a month now. I am just short of having it displayed on the town streets with "Do Not Buy From Sears" with lemons painted all over it. I am shocked to see how many comments like this are on this page. Carl Enna 6/10/11 Today marks the end of an era. Today....after more than 75 years....my family stopped doing busines with SEARS. It's not because of the products or the service-it's because of the way they chose to do business. I get a "New" Sears/Mastercard in the mail today and the mailer tells me my "blue" Sears card is no longer valid that I have to call and activate the "new, better, Mastercard". W-R-O-N-G. The woman in customer service...who I might add was very proper but very curt, said that Sears sent me a letter with a May deadline that would 'auto'convert me if I did not repond not wanting it. If Sears is such a part of America and 'customer friendly', why not give me the option by asking me to call if I WANTED the Mastercard or stay silent happy with the status quo. So I chose my other option....to close my account. Sears is one of the first cards I got back in the 1970's..... In today's economy, I can spend my money elsewhere...there are plenty of options. I should have seen Sears declining with they allied themselves with K-Mart. SEARS....you're losing the ethics of business.....how you did business for years. Great names with Sears...Craftsman,Kenmore etc---but there are too many others who compete for my dollar....and they just won this round. Carl Enna Little Rock, AR Appointment scheduling software 6/11/11 Regardless of the size of the business, the most important thing for most companies is their customers and appointment scheduling software can improve the relationship,. The customer relationship of business is important. Customer relationship establishes the market base of the company, big or small. Essentially Customer Relationship Management is like the most important "religion" for companies to invest on. Nowadays, there business intelligence software applications allowing businesses especially small businesses to streamline customer interactions. This is ideal for most small businesses because the employees get help in streamlining customer interactions. Employees or business personnel get to spend more time on other business tasks. While focusing on other important business activities, the software helps gather information for business intelligence. The reports gathered will help the business learn and determine what possible trends are promising. However, although the use of business intelligence software is very promising, finding the right software and related application can be difficult. The thing is, there is exact busines software} that solve all company customer relations, its all matter of using the right kind combination of application. It is also important for the company personnel to do their own part in making it all work. Also, most companies tend to forget that the software is just there to help|assist out and not do the entire part of customer relations management. Experts in the field of customer relations management point out successful companies have been able to integrate the use of software within the function of the company. The employees do not forget that they also have their own part and work in the company. Also, it takes realistic goals set within the organization to make the business work. This is vital information for starting and small businesses. When looking for the right kind of business intelligence software, several things should be noted down.Source @ http://www.scheduleview.com/ Tamara Davis 6/11/11 A year and half washer went out. Made a service call appt. may 23,2011 had to wait 10 days repairman never showed.Then said when i called that i had to wait another 9 days. I was put on hold every time they didn't want to deal with me for 20 minutes at least, last call i am still on hold and using cell phone to file a formal complaint with corporate office. Repair department was rude and i could hear some one in back ground say put them on hold and start laughing. Very unprofessional. Tom Anderson 6/11/11 Sears the most Dirty store. Sidewalks full of GUM your shoes stick to the sidewalk, going in to the store,clean up Entranances of gum and grime . peter f. barcia 6/12/11 I WOULD LIKE TO COMPLIMENT SEARS FOR HAVING SUCH OUTSTANDING EMPLOYEES IN THE WESTFIELD SARASOTA STORE,SUCH AS STORE MGR. JOSH,SALES PEOPLE BONNIE AND TAYLOR. THEY ARE THE BEST !! AND DESERVE KUDOS. THEY GO ABOVE AND BEHOND TO BE HELPFUL. PETER BARCIA Kenneth Becht 6/13/11 Having a problem with a newly purchased mattress. Trying to get someone at the 7 different #'s I have been given and can not reach a Manger or Supervisor. I need someone to get on the phone and resolve my issue. I will NEVER use Sears again. Diane Simmons 6/15/11 I purchased a garage door and opener from Sears 1 1/2 years ago. I had Sear install both the door and opener. Last week I opened my garage door and a piece of the door was pulled off by the garage door opener. There is now a 4 inch by 4 inch hole in the door. When I called about the warranty I was transferred to five different people before getting to the correct place which is not even part of Sears, it was a insurance company that handles claims for Sears. I still have not heard from an adjuster, but Sears has called for a service appointment. The first thing Sears told me is it would cost me $100 for an appointment. It is very upsetting to pay additional costs for either a faulty product or installation. I will never buy anything from Sears again. They do not stand by their warranty without additional hassle. Nick 6/21/11 I purchased a Meat Slicer UPC: 087877610006 on June 12, 2011 from Sears located at 1009 S Washington St, North Attleboro, Ma (store number 1033). When purchasing this meat slicer I informed the small appliance manager on duty the box was opened. Manager stated she would give me a 10% discount because the box was open and the book for the machine was missing. I asked if it worked and was assured that it did. I bought the meat slicer. Took the purchase and gave to my father as a father’s day gift. When my father opened the slicer and was proceeding to use it. He realized there was a smell to it and took the part off, as he was doing so he noticed there was grease and moldy meat left on the slicer. At that time he threw the whole slicer into the sink of hot water as he was discussed with what he saw. At that time I contacted the store to inform them of this and was transferred around to 5 different departments before being put into someone’s voicemail. I left a complaint with Sear Corporation Customer Service on June 20, 2011 at 4:00pm, when I was advised I needed to bring my purchase back to the store and speak with a store manager. When I asked why a used product was placed back on a store shelf for sale if it was used I was told “we do not check returned items”. lloyd kerschner 6/15/11 customer service is a joke at best. I ordered parts for my mower deck on june 1 and it is now june 15. I have been given every reason/excuse on why it is not been filled. I will not be shopping at sears again. 6/16/11 Dear Sir I like many of your Mens Wear customers have been buying your dress shirts with the name " David Taylor " . The quality and style was the best for white long sleeve shirts anywhere . The white with white stripes was the best . I have noticed as of late you have changed to a simular brand and look . But the quality and fit is not the same , and the thickness is sub standard . If you have to charge more to bring back the david Taylor dress shirts, most Men appriciate its quality and fit . Charge a few dollars more if you have to , this new brand you have now is a cheap knock off. Stick to the old saying , " If it is not broken don't fix it " . Maintain your standards but also have quality and selection . Best Regards Your Mens Wear Customers J. DeFalco 6/16/11 The handle on my Sears Kenmore refrigerator broke. I called the Sears parts line and ordered a replacement handle. I also ordered four of the small screws that held it. An hour later I received the email invoice and found the four small screws were $6.04 each. I called to cancel the screws but was told they would not cancel the order and the screws were not returnable. The moral, don’t get “screwed “by Sears. Diania lara 6/16/11 Aprox. 4 years ago I took my lawn mower to Sears east in Wichita for a tune up.......two weeks later I got a call stating that its ready. When I started up the mower at home, it started smoking....immediatly I checked the oil, to find out it didn't have oil in it!! The store made everything right and there seemed to be no problems with it later....but what a hassle to take it back and wait again....Recently on May 31st, I brought the same mower in to the West Mall Sears in Wichita. My back wheel needed fixed...it was loose and I couldn't get to the screw to tighten it....The repair unit said it would be a minimum of $35 to fix that.....They did not show me the expected date of 30 days or I would have taken it somewhere else to be fixed.....10 days out I called to check on my mower, Sears said I could call them directly at this #816-245-5082 They said that they haven't even looked at it yet!! so I complained...Today 18 days later I call to check the statis and they said they were waiting for my estimate approval of $89....No one called me to get an approval!!! I turned down the estimate because they were doing stuff to my mower I didn't want. I just wanted my wheel tightened!! Now my grass is knee high and I'm getting back a mower with a broken wheel!! The customer care even stated that it shows no one tried to call me about the estimate.....I have always bought my mowers from sears....but now I will think twice before choosing sears products and services..... james c williams 6/16/11 I PURCHASED A CARRIER AIR UNIT IN MAY.IT ONLY RAN 2 WEEKS BEFORE IT HAD TO BE GASED UP DUE TO A BAD PART. AFTER MANY UNANSWERED CALLS,I,M WRITING TO THE CORPORATE HEADQUARTERS FOR HELP .IT ONLY TOOK ONE WEEK FROM PURCHASE TO INSTALL. A CALL FROM YOUR SERVICE PROVIDERS WOULD HAVE MADE ME FEEL LIKE I WAS A IMPORTANT CUSTOMER. PLEASE HELP ME GET A SERVICEMAN TO MY HOUSE. THANKS IN ADVANCE FOR YOUR HELP. JW Patty Rich 6/16/11 We purchased a whirlpool duet washer and dryer in May of 2010, I had a service call on January of 2011 was told the washer is just loud and that because I have it in the garage the water temerature could not be controlled due to the cold weather..OK now I had a service call on 6-7-11 the tech said he had to order a part would be cack on 6-15-11 to install it.. Different tech on 6-15-11 did not give us his name and after he left the washer still gave me the same error code as before. I called to get him back and was told they could not get to me until 6-20-11 I said no way he just left and the washer still is not working the girl named Cass lied to me and said someone would be here on 6-16-11 between 1 and 5, at 5:15pm no has called or shone up, I call again and am told that the appointment was set for Monday 6-20-11 between 1 and 5 why did they not call me ?????I have purchased from Sears for 43 years but I do believe I have made my last purchase I paid good mone bought the warranty in good faith and they have done nothing but lie and give me the run around....Shame on you and you may remember the customer is the only reason you are in business and that may not last much longer, people are sick of being treated b adly Rebecca Williams 6/16/11 We will no longer purchase "Anything" from Sears. I am very disappointed in your appliances as well as your Service Dept. You have very good servicemen but you do not have enoughnor do you have a good routing system, however you do have many many phone representitives that say the same thing over and over and over. Why don't they just be honest and say....."WE DON'T GIVE A CRAP" it is our way or No Way !! Wake up Sears....treat your customers right and you will have return customers. Rebecca Williams Cleveland, Alabama wendy schlack 6/17/11 i am very up set i bought a frig and sweeper they both dont work my frig went out last night my food thawed out when i called they cant come look at it till 27th my food not going to even last over night along with wks they dont care of the customers at all 513-615-9719 i just got that frig in jen un real i will not trust sears again? 6/18/11 To whom it may concern: I am writing this note in great disappointment and anger with the Sears establishment for lack of professional services. We recently were given an authorization for a replacement of a wall unit air contioner that died on us last August, 2010. With many service calls, it was determined that it could not be reparied, therefore, a replacement was ordered with a specific amount of money for the replacement. This all happen last August when all models on the floor were all sold-out or they were not placing any new one until next season. Any way, we held off on making our selection until Spring of 2011. It was April 25 that we made another selection sold to be installed. It was later decided that the model was not the proper size to fit the hold in the wall. We went to a large size and a greater BTU. Now, the problem with the installation. To this date, we have not had an installation. We have been assigned different case managers, all of whom were very nice people, but was made promises that have not been kept. We made numerous calls and was place on hold as long as 30 minutes waiting to get some help, to no avail. We continued to make calls back and forth to the Sears Store and back to Sears National Installation office. No solution. What does one do when you are put into a situation like this one. I have lost confidence in the Sears services center that is suppose to help you in time of need. Will someone please help us get this problem resolved. If there is anybody out there who reads this note and can help us get our air conditioner installed ASAP, please contact mitchmax21@comcast.net Ed Mitachell 21 Brandon Rd. East Hartford, CT 06118 Alan Woolf 6/19/11 My microwave broke on 3/25/2011. I had an extended warrant and I am still waiting for my replacement. Sure seems they are trying to give me so much grief I will just give up. c kinworthy 6/19/11 Posting this but not sure who reads. I don't think Corporate has time or they would have read the others. DO NOT EVER ORDER ROOFING FROM SEARS. HAD A SALESMAN OUT TO ESTIMATE NEEDS FOR THE ROOF. TOLD THE ROOF WOULD BE IN PLACE IN TWO TO THREE WEEKS. STILL SITTING IN THE DRIVWAY. DELIVERED ON JUNE 10. ROOFER SAYS HE CAN'T SEE THE SALESMAN GO THAT NUMBER WRONG BECAUSE IT IS NOT NEAR ENOUGH AND NOW THEY WANT TO CHARGE MORE. ALOT MORE! WE HAD OTHER ESTIMATES THAT WERE AT LEAST $2000, BELOW BUT WENT WITH SEARS 12,000 FOR THE FUTURE. THEY ARE NUTS. WHAT IS THE PROBLEM SEARS????? Barbara Shafer 6/20/11 I'd give Sears customer service -10 stars if I could. We just spent $30,000 on our kitchen and although the workmanship was excellent, the customer service support was terrible every step of the way. These people do not communicate, they don't return phone calls and dealing with them has been a nightmare. We had several problems with scheduling and getting things repaired (these are brand new things). They screwed up the scheduling on several things and when I tried to get support to get things fixed, I had to scream and yell to finally get anything done. Your customer support people need a course in what "customer service" means - the most important thing is managing your customer's expectations and this means communicating. I would never use Sears for another home improvement job and I don't think I'd ever buy another appliance through Sears since what I've heard from other people, this is not new. Susan Blaeser 6/7/11 I wish this site had less than one star as a rating opiotn. I called Sears for service on an oven I purchased there several years ago. Seven days later, the tech came out to "diagnose" the problem (broke glass -- which I had diagnosed before calling them). The part was ordered and another visit scheduled. No one showed up or called to cancel. Despite confirming this listed as a scheduled service call they did not actually put it on anyone's schedule (except mine). Now I am at the back of the line again - 2 more weeks until they will schedule the appointment with no actual guarantee that they will show up then. In the meanwhile - for a full month, I have no oven and they have no interest in providing service. Linda Apelons 6/7/11 The absolute worst customer service experience I have ever encountered. I intend to follow-up and send a "detailed" letter describing my nightmare. Four (4) "No Show" service call appointments - seriously!! You would think that a representative from the service repair department would have called me "live" to discuss the matter - instead they hide behind a auto generated recorded telephone message!!! I will never buy shop Sears again!! My refrigerator stopped working on May 27th - they now expect me to wait until June 18th!!! John Walsh 6/7/11 In 2009, Sears joined Wal-Mart in opening its online marketplace to third-party sellers. This means they take your money,place your order, then it is up to you to deal with the third party when they do not preform. No refunds or cancellation if the product is not delivered. Boycott all Sears and let the store managers know why. Vincent T De blaze 5/24/11 Sears currently has a big sale on washers and dryers that runs thru Memorial Day. Our washer went out on Saturday and so we decided to buy a Sears product after considerable research. We were told the product would come from Chicago and we live approx 300 miles away. I told our sales person that I would have to see if it fit in space we had. The next day we went to see that same sales person and as a surprise to my wife I also ordered a matching dryer: although our dryer is in working order. We"ll we were both in for a bigger surprise to learn that it would TWO WEEKS before we would get what we ordered. Why would you advertise such a 30% off sale when you can't deliver the product in a reasonable period? If I have a blow out on a tire I need it today or within a reasonable time period. I have discussed this with my neighbors only to find out that they have experienced similar disappointments. We were prepared to spend more than$1200 but I'm thru with Sears. It is easy to see Whjy Sears is no longer at the top of the retail list. I talked to the Store Manager and to Corp Sears Customer Service and got Sympathy. I don't need Sympathy I need a Washer. Please excuse the misnomer Customer Service anthony barone 5/31/11 The worst customer service i have ever experienced in my life. Dozens of calls, lines dropping, on line chat wrong. Still waiting. sears my sell well. but it does not service the products it sells. the executives responsible for service should be fired. R and K, Vermont 5/31/11 Sears is AWFUL. Ordered product 5/2/11. Was never informed it was back ordered, cancelled the item 5/17/11, STILL waiting 5/31/11 for Sears to issue me a credit to my credit card. Truly an example of big business gone BAD. jmsgk 5/31/11 RATING 0-. I could go through the long process that has yet to provide us with the 6 deepcycle batteries that we ordered from Sears at the cost of $1,400.00 off of their website after clicking the little box that says Sears Products Only. Between my husband and myself we have contacted Sears Meadowood Mall, Nv. phone #4 times, Sears Shipping and Warehouse, a man named Dan by email by phone . An employee named Pheobe by email and phone. I have emailed Customer Service. Each Time repeating all pertinate tracking numbers, order number, shipping confirmation numbers, dates of purchase, dates of delievery notice to their Meadowood Mall Store. Though the batteries were recieved at the Meadowood Mall Store per our request. I included our email address, our physical address, our phone number. The last communication with Dan was that the one battery will be sent to our home after all but we will have to locate the remaining 5 at their Store. We can not physically nor legally go through their shipping and recieving dept.. Nor will we even try. UPS has already confirmed the return of the batteries to their warehouse. My husband just today May 31st/2011 called again to the Meadowood Mall Store and spoke to someone in the sshipping and recieving department(m a man nmaed Mike, he says he will call us back but if he does not or we get another runaround I am calling Better Business, the Police Department, the District Attorney`s Office. I am wriitting Sears Corporate Headquarters to explain the extremlly poor service or theft of said batteries. Deb Stevenson 6/1/11 All - I did attempt to allow Sears to resolve my issue. If you would all like to see the level of competence at this organization, please read the response I received from them. All I wanted was an explanation why they confirmed my order, gave me a delivery timeframe ten called me 1 hr before the delivery window to tell me the item was not in stock...didn't they know this when the called me the night before to provide my delivery timeframe? I'd give them a negative #, but it does't allow! Good Morning Debra, Thank you for contacting Sears.com regarding your order status on Order # 232892908. We appreciate your business with Sears.com. We at Sears understand that you wish to know about the delivery date for your order. I apologize for the trouble you are facing with your order. Debra, after reviewing your account information , I can see that you have placed the order on 05/13/11 for "Brand 9 Queen Foundation Only" and "Mattress Queen Federation EuroTop Select Plush" item on your order and the delivery date for this order is 06/01/11. I apologize for the trouble you are facing with the delivery of your order. I hope your issue will be resolved without any hassles. If you need further assistance please email, click to chat on our site or phone us at the number listed below. We want you to know that we understand and will be here to help you. Please let us know if we can be of any further assistance. We hope that you will continue to make Sears your choice for future purchases. We're here to make everything easier. Take our survey to tell us how we're doing. We thank you for your patience and cooperation. We are here for you! Make sure you are registered at sears.com for emails, so we can stay in touch! Look for Great Ideas throughout the store and find Sears exclusive innovations from great brands like Sony, Kenmore, NordicTrack, Craftsman and Reebok. Shop at www.sears.com now to pick up great products for the season. Sincerely, Lewis K. (akumar4) Cheated 6/1/11 SEARS FEEDBACK....Deceitful, Dishonest, Don't give a hang about their customers. STAY AWAY FROM SEARS HOME SERVICES / HOME CENTRAL In fact, stay away from Sears altogether. See what Sears did to me: http://www.youtube.com/watch?v=WpBJYlTPIsY June 20, 2002, 25-year roof shingles and attic vents installed by Sears Home Central. They installed the ventilation improperly, causing premature deterioration of shingles, also water infiltration as a result of ice dams. I had requested that they make sure there was proper ventilation at the time of contract. I called Sears rep the next day to express concern about the placement of Maxi Vent. It is half way down the roof. The rep, Ken Campbell, looked from the ground, from one side, never went up on the roof, never checked for blocked soffits or other vents interfering with the Maxi vent. Still he said it was good enough. Against my better judgment, all I could do was hope for the best. That summer, I noticed excessive falling off of granules from shingles, a sign of trouble. July 11, 2009, I noticed shingles becoming bare, curling and breaking. I called Sears Home Central to report this. It took several calls before someone got back to me. July 31, Sears sends an inspector to have a look. Without hesitation, he informs me that the ventilation was not properly installed, that this was causing excessive heat buildup in the attic, and it was Sears' fault. He told me that Sears would fix the ventilation and replace the shingles at no cost to me. Meanwhile, I visit Maxi Vent website and found, according to their very clear instructions, that indeed the ventilation was all wrong. Since that time, Sears has flatly refused to fix anything. All I get from Corporate Customer Service and the local manager in Ottawa is excuses, untruths and gobbledegook. This is the most deplorable and shameful performance I have seen in my life. STAY AWAY FROM SEARS !!! 6/2/11 I dont think that anyone reads this or will reply lol this means that you all have to stop shopping or any other businesses with sears because they are CRAP ! P. H. Allen 6/2/11 Within the last year I have brought 2 refrigerators, a Garbage Disposal, a Washer and Dryer set, and a vacumm cleaner from Sears. We have had numerous repairmen to repair these new items. To no avail we have had problems with each. Most recently we had the vacumm cleaner serviced because it was not picking up and the dirt it was picking up was being spit back out on to the floor. It was repaired by Sears and it took aproximately a month. When we got it back, it were having the same original problem. We took the machine back and put a piece of colored soil in the machine to see if it was really being repaired. It took another month for the vacumm to be repaired again. The same colored dirt was still in the machine as we had placed it. They had not even bothered to look at it or try to repair it. After being with out a vacumm cleaner for 2 months, I went to Best Buy and purchased a Dyson Vacumn Cleaner. After over 20 years of being a customer, I will no longer give my money or time on Sears Products or Sears Stores again. My Dyson Vacumm Cleaner was the best Product for the money that I have spent. I love It and I love Best Buy! Sean Hearn 6/3/11 Sears needs to be closed up and the folks working in their Service Departments should be blamed. They have been rude from day 1. I bought a pressure washer that has never worked correctly, dropped it off for repair and found out it has a cracked block. They told me it was within the warranty time, then it wasn'tbecause it didn't make it to the third party service place until after the warranty expired. Then I get the run around from in-store people (on the phone, nobody knows anything, I end up with in a third world Country service phone bank that tells me to call the same number I called and got them. Sears, third party service vendors don't care about your customers!!! Don't buy ANYTHING from the Hunt Valley, MD store. Home Depot, Target, Best Buy and Lowes are right around the corner. In closing I finally talked to a gentlemen named Darren, that actually works directly for Sears. Sears is not going to give me a new pressure washer, but he did offer a $300.00 credit on future purchases. Once bitten, twice shy??? Robin Miller 6/3/11 I just got off the phone with their service dept. I got a call 2 hours before my repair appt for my range, the oven is not working, to reschedule my appt. I told them I could not reschedule my appt due to alreay taking time off of work and besides the fact that I'm without a stove. I can't cook for my family. I was told there is nothing that they could do and that I would have to reschedule for Monday, 3 days later. I will not be buying anything from Sears or Kmart again. They have lost a custmer, we buy everything from them. 6/3/11 I purchased a home heating/cooling system in Dec 2010. The installer did not show up on the schedule day for the installation. After spending the entire day waiting, I called the installer; only to find out that they were not going to be able to meet their commitment. Now as the days are starting to get hotter and hotter. I noticed that my new cooling system was not working properly (not maintaining a consistent cool temperature). I called on a Tuesday for warranty services, now its Friday. Three days later and 4 calls to customer service, I have not received a call back from anyone in the Sear chain of operations to ascertain the extent of the problem, (Oh!, did I say the temperature for the past 3 days in my location has been in the high nineties). The Carrier system I purchased is less than 5 months old. This is just the short version of the overall poor service I have received up and down he Sears chain. Needless to say after 30 yrs or more of loyalty, I will be taking my business elsewhere. Salma Crespo 6/6/11 The problem I see is that the people who answer the phones to set up appointment and service calls, etc... ARE NOT in the USA, they read everything they say, and if you ask a question that is not answered in the booklet that they are reading, they are lost and don't know what to say. These people are located indifferent countries all over the world. Some may not even know what we are talking about since they may not even be able to afford Sear's appliances! This is CHEAP LABOR that SEARS is paying, outsourcing jobs instead of employing qualified Americans in this country for a few more pennies!!!!!Until this changes, I will NEVER buy from SEARS again!!!!! B J Stalcup 6/4/11 Sears has lost my business. Last Sunday, May 29, I purchased a new Kenmore washing machine.It was delivered on the following Thursday. Today is June 4th and I have yet to get a load of laundry done. I have been much too busy mopping up water. This machine leaks, the hoses were installed incorrectly, hot to cold faucet and vice versa. I had to shut off the water coming into the house to stop it. The water has leeched under the wall behind the washer, to soak my bedroom carpet, plus the bathroom carpet which is next to the utility room, and under the laminate flooring my my kitchen. I called 2 800 numbers. Sears doesn't have any service in my community until Sunday and Thursdays! Finally, 2 men came, after I threatened to sue Sears for not living up to the contract which I had signed. The hoses were changed, the drain hose was pronounced ok; the men left. they did NOT push the washer back into place. I put in a load of cloths used to sop water and started the washer. The water was flowing like a creek! I called the local Sears store, got the runaround, again. They can't possibly get anyone here on Monday, not sure when someone can get here. I think the washer is flawed, not engineered correctly. I am still considering suing Sears for my carpeting and laminate floor damage. But Sears does NOT CARE. I suppose because they are a gigantick world-wide conglomerate, they do not worry about their small town customers, the very people who have always shopped and supported Sears. I truly hope Sears Corporate offce reads and tries to atone for their many sins of commission and omission. As previously stated, I WILL NO LONGER SHOPE AT SEARS! Thomas J. Rodeffer 6/5/11 I am an owner of both a Kenmore Washer and Dryer. I brought a matching pair when calyso came out in 2005. The washer was very poor and junk the 800 hundred dollar morpidite too early asthey came out with a recall later. I then brought a Kenmore Elite Oasis HE. Here recently it is drivingt both me and my wife nuts as we get the F1 code response just going into the wash cycle and then again in the rinse cycle. The book tells you to hit stop once and start again and if that is unsucessful call repairman. Well I did alittle research this time. There doesn't seem to be any recall on this and customers had called repairmen for their to the tune of about $400.00. This machine with tax was over $1000 if my memory serves me correctly in 2008. The link provide tells me Sear should have recalled this machine or replace it or refund the purchase price. If I don't get any response I will be contacting the Better Business Bureau and the Consumer Fraud Division and would encourage everyone to do the same. Sears knows this machine is crap. There corporate Offices are in Hoffman estates, Illinois. http://www.appliance.net/2008/sears-unveils-kenmore-elite-oasis-washer-and-dryer-438 Gabe Arevalo 6/6/11 I will never purchase anything from Sears again! I purchased a service agreement for my side-by side refrigerator from Sears. These agreements are complete garbage. So far, they have been out 5 times, installed $1,600 worth of parts, and spent over 20 hours attempting to fix the refrigerator. I have made several calls to customer service/solutions department to try to get a reasonable resolution to this problem, with zero results, other than wasting my time. These people have literally spent thousands of dollars on failed repair attempts, rather than condemning the appliance, for a $300 store credit. The people running this company must have miserably failed the "Smart Business Decisions 101" course! If you want good customer service go to Lowes or Costco. If you love to deal with morons, and get the run around, go to Sears. Mr. SAP 6/6/11 To: Sears Legitimate Management perspective level. Dear Sir or Madam: Negative Experience with Sears that I would like to invite your attention To conducting an investigation on SEARS Store number B-02523 in Tewksbury, Massachusetts, on May 23,2011 at Approximately 1:45PM, I went there to return some cloths with the Sears perspective receipt. At that point, I spoke with one of the sale. She was serving me to process the return. She scanned the tag of the cloth and pant and told me that the item cannot be accept because her store has not carry the such merchandise. At that point I asked her to confirm . She then said yes can't be accept because store don't carry these items. I felt that I bought it from SEARS Store and in previous case I had returned something with official SEARS Store receipt without trouble and plus I felt that I had travel a long way just to return the items that not fit for my brother. I then asked the sale lady to speak with the manager just to confirm the correct information before I have to travel to Nashua, NH Sears Store. She then developed and rude manner and aggravating then said in extremely Hight tone that" Are you calling me lier", I then said I did not say a word, you say all of this to yourself. I then asked for her name then She response in high tone" No, I don't have to give you my name". At this point I said, as a customer I will report this case to the Corp Office. The sale lady then told me her name PATTY. I said thank you and I told her that may is SAM and offer to shake her then she turned away ignored in de-grace remark. She also said the manager was at lunch and the store manager was not available. I was waiting and PATTY was spoke with the manager. In approximately 15 minutes The lady manager came and explained to of the policy. I was appreciated of the information. But what I will mouth to mouth in the business community and neighborhood community that this SEARS B-02523 is discrimination again race instead helping customer the Sale lady was disgrace and aggravating against customer. A lady manager that don't provide her name also said " the sale lady does has to tell you her name and all this happened I was not here" I said my son was here with me as a witness and he heard it all. PATTY yelled out” 11 years old would not know a thing” As a SEARS CUSTOMER, I know that all business discrimination law including Sears Standard operation procedure is not discriminate again race etc, and your perspective business out there to conduct a legitimate sale with courtesy. How do you feel, if they treating one of your family member that way? and also ruin SEARS Business because one or two employee did this to destroy the spirit of SEARS Department Store. There were many Sears customers have heard the commotion when this happen. My 11 years old son also has heard this and he also told me that he will write this case in the FACE BOOK and Mass Media to be heard to hight channel. I would like to hear from you of your legitimate action to help your employee in dealing with customer, she need help we do not want to victimize by race in the consumer business and who might be the next victim then what will be cost the business owner. As you know this will be good benefit for your company and all perspective Sears customers. I explain to my son that he does has to post it on FACE BOOK, we will expected to hear from their Superior for legitimate action. Please imagine that, event 11 years old would noted that she acting as discriminating. We should not let the young generation to note the discrimination in American spirit as of today we stand and united, we should stand united and support and influent our child to stand for and support our constitution. Kindly investigate this matter and I will fully cooperation with you all the ways. Sincerely Yours, Mr.Sap Mr. SAP 6/6/11 Dear Sir or Madam: Negative Experience with Sears that I would like to invite your attention to conducting a investigation on SEARS Store number B-02523 in Tewksbury, Massachusetts, on May 23,2011 at Approximately 1:45PM, I went there to return some cloths with the Sears perspective receipt. At that point, I spoke with one of the sale. She was serving me to process the return. She scanned the tag of the cloth and pant and told me that the item cannot be accept because her store has not carry the such merchandise. At that point I asked her to confirm . She then said yes can't be accept because store don't carry these items. I felt that I bought it from SEARS Store and in previous case I had returned something with official SEARS Store receipt without trouble and plus I felt that I had travel a long way just to return the items that not fit for my brother. I then asked the sale lady to speak with the manager just to confirm the correct information before I have to travel to Nashua, NH Sears Store. She then developed and rude manner and aggravating then said in extremely Hight tone that" Are you calling me lier", I then said I did not say a word, you say all of this to yourself. I then asked for her name then She response in high tone" No, I don't have to give you my name". At this point I said, as a customer I will report this case to the Corp Office. The sale lady then told me her name PATTY. I said thank you and I told her that may is SAM and offer to shake her then she turned away ignored in de-grace remark. She also said the manager was at lunch and the store manager was not available. I was waiting and PATTY was spoke with the manager. In approximately 15 minutes The lady manager came and explained to of the policy. I was appreciated of the information. But what I will mouth to mouth in the business community and neighborhood community that this SEARS B-02523 is discrimination against race instead helping customer the Sale lady was disgrace and aggravated again customer. The lady manager that don't provide her name also said " the sale lady does has to tell you her name and all this happened I was not here" I said my son was here with me as a witness and he heard it all. PATTY yelled out” 11 years old would not know a thing” As a SEARS CUSTOMER, I know that all business discrimination law including Sears Standard operation procedure is not discriminate again race etc, and your perspective business out there to conduct a legitimate sale with courtesy. How do you feel, if they treating one of your family member that way? and also ruin SEARS Business because one or two employee did this to destroy the spirit of SEARS Department Store. There were many Sears customers have heard the commotion when this happen. My 11 years old son also has heard this and he also told me that he will write this case in the FACE BOOK and Mass Media to be heard to hight channel. I would like to hear from you of your legitimate action to help your employee in dealing with customer, she need help we do not want to victimize by race in the consumer business and who might be the next victim then what will be cost the business owner. As you know this will be good benefit for your company and all perspective Sears customers. I explain to my son that he does has to post it on FACE BOOK, we will expected to hear from their superior for legitimate action who must accountable for he or her employees in the scope of their liability to the public. Please imagine that, event 11 years old would noted that she acting as discriminating. We should not let the young generation to note the discrimination in American spirit as of today we stand and united then causing their psychological remark, we should stand united in supporting with morality to influent our child to stand for and support our constitution. Kindly investigate this matter by whom will accountable for, and I will fully cooperating with you all the ways. Sincerely Yours, Mr.Sap Angeline Cary 5/24/11 The repair service center is completely lacking. I purchased a Samsung refrigerator in Jan 2011 and it abruptly stopped working on May 21, 2011. I called the repair center to schedule a repair and was given the date of Tuesday May 24, between the hours of 1 and 5 (4 days...not acceptable). Here I am on Tuesday May 24 at 5:04 pm and I have just gotten off the phone with the repair department who has told me that my repair had to be rescheduled and given no reason (really not acceptable). I also must add that I requested a supervisor and he was of no help what so ever, he just told me that it is beyond his control and I need to reschedule. I have 3 children, one of whom is a special needs infant and I have no refrigerator!!!! Is this acceptable for anyones standards? Sears has totally dropped the ball. Only shop there if you want to be let down Rachel Jaegly 5/25/11 First the only reason there is one star is becaue that was the lowest I could go. I purchased a Craftsman lawn tractor 42" new several years ago. WHen it was dropped off the delivery man was angry took it off the truck and said here you go it is all yours, never serving like it should have been done. Within one week I had to have the tires and the battery repaired which at first I was told " Not covered under warranty" The service man was nice and did fix the machine. However later that summer I again had to have it repaired and low and behold "Not covered". This lawn tractor has been repaired at least once a year if not twice. by a professionial that will not even deal with Sears warranties because they cannot get their money. It again has broken down less that one year since it's last repairs. I was going to buy a stove and refrigerator from Sears. I will go elsewhere now. I want the lemon replaced or at least 2/3 of my money back. I am disgusted with a company that used to be honest, loyal and up front with their customers. Crystal Wright 5/25/11 NIGHTMARE dealing with customer service after my oven broke just after a year. No shows with the repair guy, no callbacks when I was told 48 hours(muliple times) Called the corporate office and all was resolved in a matter of minutes. Appreciated the level of professionalism, courtesy and ethical business practices at the corporate level. Calling corporate changed my opinion of Sears and I would definately consider purchasing from them again in the future after talking to a corporate employee and having my issue resolved Nicole Anderson 5/26/11 Early April I e-mailed Sears,they didn't respond. Then I called to make an apt for an oil change and a flat tire. They ended up selling me a package deal of a oil change, tune up,blade change, plugs and then the tire. I payed 137.00. They wanted to charge me 95.00 just to come out to my house, if I did just the oil change and tire. Thats not including parts and labor. They asked me, what tire it was. I told them if your sitting on it, its the back right. OK ,Great, we can get out there Sat the 14th between 8am-12pm. Sat is here and they arrived arouund 830 am. He is in and out of the garage a few times. He then asked me what I want done with the tire. ? I want it fixed! Well heres the deal, I don't have a tire, so there is no sense to do the tune up and oil change if you cant drive. So he tells me to pay the bill, the parts will be delivered to my house. Once they arrive, I'm to call the # and tell them the parts are in and it need to be taken care of Urgently. OOHHH NOO, they say. We can't get you in until Sat the 21 between 8 am-12 pm. A few choice words later I had agreed with the time. Sat I wake up at 11 am,( work 3rd shift)no call or technician as of yet. So I called and told them the tech hasn't arrived and I need to go to a funeral. I will leave everything in the garage with the receipt. Have the tech call me when he is done OOhh NOO we cant do that, you'll have to reschedule. I said absolutly not! you need to finish this. No if ands or butts! Before I leave I called them, it was 12:10 pm. I told them they haven't shown up yet. They then tell me he's running late. FINE! Just make sure he gets the job done and calls me. He calls me later and said, he ordered the wrong tire, so he just put a tube in the tire. the the blade wasn't ordered either. So he had to take one from his truck. Which means what; He used an old one?? but everthing is done. fine , Good. Sunday rolls around I get out to mow. Start it it, great. Push the clutch in shifted it into reverse, doesn't move. Shifted it into fwrd, nothing. So I called and started some more choice words. Well sorry about that mam. but we won't beable to get you another apt till next week. WHY THE HELL DO I GET TO WAIT WHEN THEY BROKE MY MOWER!!! I haven't gotten any were with these people. My apt isn't until the 6th of June. Some thing will be done I plan on reporting this to a news station, possibly a lawyer. Elissa Campanella & Robert H. Anderson 5/26/11 Today we were treated with such disrespect by the Sears delivery/installation people (perhaps a contractor, but it is a Sears representative), that we will NEVER purchase another appliance from this company again. The saleswoman told us that "whatever it takes, they'll make you happy." Instead, they said they had too many deliveries and installations to finish the job! They yelled at us and left the washer and dryer in the middle of the floor and departed! We finished the job ourselves with the help of one of our tenants! We have NEVER been treated with such DISDAIN and DISRESPECT. This incident follows on the heels of a recent lousy delivery and installation experience from a treadmill we purchased through Sears (which worked for a month and then we had to wait for 6 weeks before it was repaired). Why would ANYONE want to do business with this company again??? Horrible, simply one of the worst experiences from ANY retailer we have EVER experienced! JACKIE HAMMONDS 5/26/11 my daughter took my car in for an oil change at sears in matteson il 3/20/11 she picked the car up the same day. on 3/30/11 on her way home from work that night around 11pm the car decreased in acceleration, started to make a loud noise and proceeded to smoke.she called me upset and scared I asked how close was she to home. when she told me I told her to take the car back to the auto center and I will pick her up there and I will bring the keys back to sears the next day cause the auto center was closed. I took the keys at 8am the next morning the asst. mgr ross new the car from when my daughter brought it in for the oil change. my daughter had to go to work that day so ross rented her a car i dropped her off at sears and ross took her to enterprise and told her they had to clean under the hood and do some work under the hood and that there may have been a leak that made the oil drain from the car. On 4/2/11 I got a call from the mgr Brian who told me what was wrong with my car that they found the oil plug missing and he put a claim in and i should find a place to take it to check the engine cause sears doesn't do engine work.The insurance company sedwick called the next week and Nicole who i was dealing with told me to take the car in so I took it to a dodge dealer since the car is a dodge, dodge recommeded replacing the short block assembly. The insurance comp denied the claim saying the problem wasn't from the oil but from normal wear and tear. I didn't agree with that cause i have spoken with a couple of mechanics just asked what would happen if you drive a car for 10 days with the oil plug missing they look at me crazy and say you are going to have engine problems. so I spoke with Eric at dodge and Nicole at sedwick on the phone Nicole told Eric what to do and what they are looking for. Eric did what she asked and the 2nd adjustor denied the claim again. I have made several calls to the corporate office and nothing has happen. Sedwick refuse to pay dodge for the work they did and dodge will not give me my car back so i have no car thats 700.00 plus dollars to put my car back together not to mention the 600.00 for rental car I started paying once they denied my claim the first time on 4/27/11 not sure how much a short block assemble(bottom of engine)cause. i will not be shopping at sears i will be cutting up my sears charge cards and my family will be doing the same. Donna Whedon 5/27/11 Yet another customer who shall NEVER AGAIN darken the doorway of Sears! How dare you treat people in such a fashion!! Thank goodness I caught on before any (real) harm was done. I called to make an appointment to have my dryer repaired. After several minutes "communicating" with your extremely annoying recording system, I was put in touch with an actual human being!(only because the appointment they wanted me to take was not convenient for me) I know it's the reps job to play 20 questions and become very forceful about having my washer inspected at the same time. The more I declined, the louder and faster she talked....NO!! I just want my dryer repaired!! Then it was explained to me that the $125.00 service call charge had to be paid whether I had the repair done or not. EXCUSE ME? The recording quoted a $65.00 service call charge. "I apologize for that, but...." BUT NOTHING! Cancel the appointment! She kept talking, I hung up. By the way, we called a local repair service who came out that very afternoon, charged $40.00 for the call, told my husband the repair was simple, gave him the part # and told him how to fix it. For your information, he USED to work at Sears but left because of the way they were treating customers. Good Luck to you and Kmart, you're gonna need it if you continue to do business in this fashion. Miguel Albarran 5/28/11 My wife and I purchased a riding lawnmower from Sear's located at Cumberland Mall in Georgia. After picking up the lawnmower I attempted to cut my lawn with it...all it did was sputter, smoke and the belt came off...WOW! I called SEARS and infromed them of the situation, the manager was apologetic and stated that she would have the mulch kit installed for me due to my wasted time. It took a week before they brought my replacement and the mulch kit was not installed as I was promised. I called SEARS and the manager did not return my call. I made contact with the sales person "Folana" and she gave me the Old "song and dance" routine stating if they have the time they would do it. They had the time to take my hard earned money without an issue but it seems that when it's they're turn to make things right they look the other way. My Grandfather was a SEARS fanatic back home in Waukegan, Illinois and swore by there products and they're staff...it's a shame how SEARS has gone down hill. Deepak Sabnis 5/29/11 I bought a GE refrigerator from Sears in August 2002. After the warranty expired, I bought a service contract from Sears and renewed it every year. On May 25, 2011, my refrigerator stopped working. I called Sears for service. They told mr that they could not send anyone till June 2nd. I could not wait that long. I made many more calls to plead with Sears to send a technician sooner or give me other options. No one stepped up to help. With my back to the wall, I had no option but to call a local appliance repair shop to come out and take a look. The local repair shop came out immediately and fixed my refrigerator. I called Sears to see if they will reimburse me for the cost of repair ($260.00). They told me that under the contract, "I did not have the luxury of getting a third party to fix my refrigerator" and they did not have any obligation to reimburse me. They also did not have any obligation to send a technician out in a timely manner to fix my refrigerator. SEARs sucks. I am taking my business elsewhere Walter Doyle Jr. 5/20/11 I bought a Husquavarna Lawn Tractor from Sears in the Fredonia N.Y store last August. I have had nothing but problems with this machine, Service Tech has been out 4 times since the purchase date and still my tractor does not work properly. I amvery disappointed with this purchase, which by the way was my Birthday gift to myself, considering the amount of time it was used, there is no way I should be having this many problems to date. I also purchased the extended warranty forthis tractorand cannot seem toget any results for the repair of such through the local Sears store. Your cooperation in resolving this issue would be greatly apppreciated. PS: My lawn looks like a hay field, and now I have to pay someone to mow it as I cannot do it myself as my tractor is out of commission, so in all fairness I think your corp[oration should pay this out of consideration for my loss. Walter Doyle Jr. Tamara Sutton 5/20/11 DO NOT BUY FROM SEARS AS THEIR CUSTOMER SERVICE IS THE WORST EVER! THEY MAKE YOU WAIT ALL DAY AND THEN RESCHEDULE YOU! THEY DO NOT CALL WHEN THEY SAY THEY WILL! IT IS ABSOLUTLEY RIDICULOUS!!! Deb Hallauer 5/21/11 We bought a double oven and the salesman knew it would be a tight fit and the installers would saw it and make it fit. She assured us that the installers would have the equipment to do that with them. The installers were to come on a Thursday. They called to schedule and said it may be as late as 8p. We said we could wait, and agreed on the following Tuesday. They brought the double ovens and said they are installers and not carpenters. They talked to their boss and decided they would come the next day and do it and they did. The lights turned on when they tried the stove but it did not heat. The installers told us to call the store and call repair, which we did. The repair person was not able to come out until Friday. The repair person came on Friday as promised. He said the 220 was not hooked on. The installers came back out on Saturday with their boss. When they installed it and moved it back they said the 220 came out. So we decide now to buy a induction stove top. We used the same sales person and told her the issues we had. She said she was very sorry and would do all the calling if something should Happy with this stove top. The stove top was delivered on Wednesday. It did not work. There was no heat. The sales person called and arranged for repair to come out on Friday. Friday the repair comes as promised. He did not know what was wrong and called the dealer. It was THEN we find out for an induction stove top you must use STAINLESS STEEL cookware. We called the Chapel Hill store in Ohio and talked to Scott, the mgr. He offers to put in a different stove top. We did not want that. Pay for the cookware and he said they can not do that. You sell some awesome products and have some real scandalous people working. I understand they work on commission only and do not want to tell you much more than you ask. I never thought about special cookware. Why do they tell their customers the installers will "make something fit". You had a good rep. Do you care enough to make this right with us? The install for the double oven was $249.99 They took off $75.00 Installation for the stove top was $149.00 Our cookware: $206.00 Sincerely, Bill and Deb Hallauer Anita McNutt 5/23/11 I have a sear kenmore washer and dryer and they came out three time since May of 2010 to fix it. It has broken down again and they want me to purchase a new warrent when the same thing keep broking or they say they will give me 10% off. Really do you believe that. I have always came to sears but after this no more. Hannah Barnes 5/23/11 I purchased an electric range from Sears on 5-19-2011, from the outlet store. I was charged for delivery, haul away, and was offered a weekend delivery date for another $10.00. I was not imformed that Sears decides according to their schedule when you receive delivery, not according to the schedule of the purchaser. When I discovered that the delivery time conflicted with my work schedule, I called the number left by the delivery department, for changing the delivery. As it turns out, they can only change the date, not the time. I was referred back to the store for an evening scheduled time, and was informed that there would be a fee for that. Well guess what Sears, that doesn't fly with me! I'll not be penalized for having a job, that's how I can afford to purchase your goods, which as it appears from the comments I've read on this site, they don't work as well as they use to, and it appears that you don't offer the one year warranty. So guess what I'll be calling the store, not for an evening delivery time, but for a refund of this purchases. It appears to me that with your incompetent automotive service; the poor quality of your clothing and shoes, and now you're selling appliances without warranties. Before you know it, you'll be going the way of Montgomery Wards, and by your own hand. Get with the program Sears, what do you take us for, these are bad times, and those of you merchants who choose this time in our economy to offer less instead of at least mainting the status quo, are asking for trouble. Good Reddens. I no longer have any reason to set foot in your stores. Hannah L. Barnes T 5/23/11 I purchased a treadmill on 12/30. I finally received the treadmill mid-March! It was a nightmare and I had to take off work THREE times for delivery. When I purchased it I specially stated what time I needed delivery after and they didn't seem to care about that! My friend purchased the HE washer, high end two years ago. Last week the washer gasket seem to twist during the wash cycle. She took her receipt to the store and indicated that the manufacturer said to come to the store. He looked at her and said, well what do you want me to do about it? SHE grabbed her receipt, went to another store and purchased elsewhere. These are only two of the problems with the store in our area and we have many more people who have complained. I can't imagine they will stay in business because they don't care! Tracey Angie Manuyag. amanuyag@roadrunner.com 5/14/11 I have been with sear for the last 15 years I buy a sear warranty every time it expires I have experienced the worst customer service with your company over the last year than any other company about service do your company think people have time to sit and wait for a person to show up hours later on appt that was scheduled without a courtesy call to let them know they will be late what the he'll kind of service is this your company is fast to call and try to get the money for the warranty but slow to let us know they are running behind what kind of service company are you running I was on the phone for about an hour still could not speck to a supervisor just to be told they could not promise me an exact time after making me wait almost 5 hours this is bull shit then after waiting a repairman call to let me know he is on his way over an hour later for his apt what kind of business are you guy running people should not have to waste a whole day waiting for your repair man to service them that is rude and very inconvenience. If there is another service company out here I will be looking so I can call or try to cancel my agreement with your company sears did have a good name for service but lately I wouldn't recommend it to anyone your service dept sucks sorry to sound so mean but I'm very pist off Char Kane 5/16/11 Woke up this morning to find that my refrigerator was pouring water out of it, had to go to work and leave the mess, called Sears Repair and was told they could not come out for 4 days, told the rep this was unacceptable as I have food thawing out and have no place to go with all my food, the girl said " there is nothing before then and I can't make a spot that is not there", I asked to talk with the Supervisor and was told " you don't need a supervisor, she is going to tell you the same thing. Finally able to get the supervisor Linetta who was extremely rude and said they same thing, no service call available for 4 days and was hung up on. I have purchased so many large Items from Sears and will never step foot in another Sears store again. I will be telling all of my friends about their lack of Customer service. In the mean time I threw about $150.00 worth of food away. Thank you Sears for your lack of compassion and service. Terry Williams 5/17/11 I called on Monday May 16,2011 for a service call on my Kenmore washer and I was asked what the problem was and told them about a burn smell and oil coming out from under the washer. The service person I spoke with set the service appointment up for the next day between 8am and 12pm,which was fine. I asked if the service technician would have the parts on hand to fix my washer and was told he would.The service person arrived as he said he would and within 15 minutes told me that my washer would need a new transmission and seal,which would cost me $529.42. I asked him if he was sure it was the transmission and without taking anything apart to check, he said it was the only thing that would cause oil to leak out from under the washer. However, he did not have one with him and he would have to orderone and it could take up to 7days to get one and he would have to come back. This is unacceptable, since when I first called in they were aware of the oil leaking out from under the washer from the very beginning that a transmission alone would be the cause of such a leak.A reasonable service department and service technician would and should know this and bring the proper part to fix the washer. Since oil leaking would mean the transmission was at fault as they knew from the start, I was out $140.61 for a service call and no resolution to my oil leaking washer.The service person taking the order and the service person getting the order should of made sure the proper part was on that truck for the repair,since they knew ahead of time what one of the possible problems was.So, if within 90 days of the date of this declined estimate I decide to have my washer repaired, I will get a $60.00 discount applied on the next visit towards any labor repair charges. This is not accepable to me and should not be to anyone else. I called the Corporate office to voice my concerns and was told they would get back to me on Friday May 20th.2011 after all of the paper work came arcoss and a resolution will be determined after they have a chance to go over the paper work. I will write back to let everyone know of the outcome of this situation, and I will tell you that if not to my satisfaction-the Local Media and National Media will be contacted. Sincerely, Terry Williams ramon ortiz ( Jackie Hammonds claim # 1104015050) 5/18/11 I can not beleive my ears, I have a friend that went to seats automotive center for an oil change and Sears forgot to put the oil plug back on the pan. She drove the car with no oil for a two weeks. Sears accept the actions but will not repair the engine because due to the report nothing is wrong with the engine and to top it off, Sears has the car disassebled but will not put the car back. Sorry but I dont care how new or old a car is, if you drive it with out oil it will put a strain on the engine. I will continue to inform people how horrible Sears service is and how Sears refuses to assist my friend. She has been using other peoples cars just to make it to work. Sears should be embarraced Ella Alexander 5/18/11 In October of 2010 I renewed my warranty on my Refrigerator and my washer. When I moved this year, all of a sudden they can't find my information anywhere in their system. I will make one personal appearance in the store, then I am taking them to court if I don't get any answers. Won't ever shop at Sears AGAIN. arne rice 5/19/11 no one can help me find a tire or a repair service to get a tire , everyone keeps passing the buck i start with your store they conect me with someone else then another , then another who trys to send me back to the 1st store in which no-one could help me, your customer help is horrible as evryone has told me and as everyone here has written , you allow the internet to help but it can not, your reputation seems to be going down hill when it used to be the place to go to get answer's, I'm selling all my sears crap and spreading the word to your horrible help and lack of desire in wanting to help, have left a message before and no response, so it tells me you do not give a SH$#T, and I will no longer step foot into your store Debbie Locklear 5/13/11 Recently I purchased an electric range at a local Sears store. I've been purchasing items and appliances for more than 20 years. Recently, I purchased an electric range that was on sale. This stove had been previously purchased and the buyer returned it. The manager told me that the stove had been repaired. He asked me if I wanted them to deliver it and I said no because we would take it home on the truck. I was not show how to operate this appliance, was not offered an extended warranty although I was told the stove was new, and the manager did not explain store policy regarding delivery. After purchasing the item, I went outside and a worker had put the appliance on the back of the truck and placed a box over it. I asked if he was going to tie it down and he said to just "drive slow." Well, we drove slow and about 3 mile down the road the wind got beneath the box and lifted the appliance out of the truck and sent it sailing down the road. The appliance cannot be repaired. I called the manage to report the problem and was told that it was my problem because we took the stove home in our truck. I explained that he did not tell me about store policy and failed to mention that they did not tie appliances down. He told me he didn't want to get "ugly with me". He also stated that he sees this all the time. He offered nothing. I have talked with several departments but have gotten nowhere. I even called corporate and got nowhere either. The store manager called me on 5/11/11 and told me that he had told several people my "sad story." He told me that if I came back to his store he would let me get another stove at half off. What about the money that I have already spent. I don't need anyone to get ugly with me or tell my sad story. I want this matter resolved. I guess my next move will be to contact the better business bureau and go ahead and let my attorney handle the case. What are my feelings in this matter? I feel sorry for those other customers who have experienced the same problem. Will I buy from this store again? No! Will I cut my ties to Sears? Yes! Who will serve me better? Lowes! Debbie Locklear 5/13/11 Recently I purchased an electric range at a local Sears store in Lumberton, NC. I've been purchasing items and appliances for more than 20 years. Recently, I purchased an electric range that was on sale. This stove had been previously purchased and the buyer returned it. The manager told me that the stove had been repaired. He asked me if I wanted them to deliver it and I said no because we would take it home on the truck. I was not shown how to operate this appliance, was not offered an extended warranty although I was told the stove was new, and the manager did not explain store policy regarding delivery. After purchasing the item, I went outside and a worker had put the appliance on the back of the truck and placed a box over it. I asked if he was going to tie it down and he said to just "drive slow." Well, we drove slow and about 3 miles down the road the wind got beneath the box and lifted the appliance out of the truck and sent it sailing down the road. The appliance cannot be repaired. I called the manager to report the problem and was told that it was my problem because we took the stove home in our truck. I explained that he did not tell me about store policy and failed to mention that they did not tie appliances down. If I had known this I would have left the stove there. He told me he didn't want to get "ugly with me". He also stated that he sees this "all the time." He offered nothing. I have talked with several departments but have gotten nowhere. I even called corporate and got nowhere either. The store manager called me on 5/11/11 and told me that he had told several people my "sad story." He told me that if I came back to his store he would let me get another stove at half off. What about the money that I have already spent. I don't need anyone to get ugly with me or tell my sad story. I want this matter resolved. I guess my next move will be to contact the better business bureau on Monday and go ahead and let my attorney handle the case. What are my feelings in this matter? I feel sorry for those other customers who have experienced the same problem. Will I buy from this store again? No! Will I cut my ties with Sears? Yes! Who will serve me better? Lowes! Who will I tell? All my friends and family who shop there. Guess what? Facebook friends would love to read my story. This could be told all over the world. Michael Magee 5/12/11 Ever since Sears bought Kmart I've noticed the quality of their merchandise drop off. Its sad. I was hoping that it would simply make Craftsman products easier to buy because they would be available at Kmarts too. It seems like Sears standards dropped to the old Kmart level instead. I just bought a new lawn tractor and some accessories. When compared with the quality of my older tractor; the new one is junk. I've had similar experiences with other Sears products. I'm disappointed. I really liked Sears but can no longer trust their products or after sales service. I have to laugh because they keep running a video in the lawn/garden department that knocks Home Depot and Lowes. With the quality of their products they are forcing many longtime customers to take our business to those stores. Sears is now at the bottom of my list and it will be very difficult for me to buy anything from them, even if they are the last remaining place to carry something I need. Dee C. Georgia 5/12/11 Purchased new steam washer & dryer set and Sears brought them out & installed them. About two months later my laundry room was flooded, we checked & tightened hoses but it flooded again. Called Sears and the technician could not find the problem and he tighten & checked the hoses. Flooded again and the same thing happened again. My husband finally had to find the problem and replace a faulty hose. Did not realize the damage the water had done under the floor until months later. They refused to pay for the damage because we did not have the hose for Whirpool to inspect. They outsource their complaints and do not have to deal with their own customers. Sears does not care about their reputation or their customers anymore and that was the last thing they had going for them. We always bought Sears appliances because of their service & reputation but never again. I can get them cheaper and call a better technician next time. All the water damage cost us a lot of morey to replace floors and walls in my home. Jose Delgado 5/12/11 My Dad Jose had purchase a water heater early 2011, the pilot doesn't work right so we had called Sears so many times and they do come out but the problem is still there. They finally gave us an appointment first week of May to come and replace it for a new one since it is still under warranty which they said they would be here between 8am and 5pm but they never came and didn't even bothered to call to let us know until my Dad call to find out what was going on but of course they just gave us excuses. After all that they gave us another appointment for Wednesday 5-12 between 8am-12pm but they called and cancelled. They said they had no technician, I was pretty angry because you would think they have more then one techincian and the two guys I talked to weren't any help at all. Again a new appointment was made for next Monday 5-16 (again another week with cold water) My parents are older people and I don't think is fair that they have to wait another week and keep taking showers with cold water. At this point i feel that Sears don't care so they lost us as customers because I guarantee that we will never shop at Sears never again.... I'm sure they could make an exception and send someone to take care of this ASAP but they just don't want to. Andrew Bartley 5/6/11 About 9 years ago my mother and I purchased a silver chain from you store in Troy, Mi located in the Oakland Mall. The chain being silver was between $199-299 in price. This was purchased as a sentimental gift for me for showing my mother her first wild Bald Eagle. With the purchase of the chain she also purchased a Bald Eagle pendant to be put on the chain for me. On two of the links it says ITALY 925 and it also says ITALY 925 on the lobster claw link, meaning the chain is silver and not anything else. I know that silver has to have other metals in it to strengthen it like copper. Which brings me to my problem, About 4 years after we purchased it I was wearing the chain to a nascar race and there was an accident right in front of the seats I was seating in. Oil and Tar went everywhere in the crowd, including on my chain. I had no idea how to get it off for years, because I didn't want to harm the chain, until a year later. A buddy I was working with at the time said he had a jewelry buffing machine and he would buff it out no problem. Words couldn't express how happy I was hearing he could clean it. After about ten minutes he came back to me and said " I hate to tell you this, but this is not silver it's copper. I didn't believe him one bit, I just thought he burnt the silver and I kept the chain in my drawer until a week ago. I was bound and determined to have this chain cleaned no matter what the price and have the burnt area's fixed, it meant to much to me to have it sitting in my drawer. So I took it to a well known jewelry place in my area and the told me in order for them to buff it and polish it, I would have to take Tarnex for jewelry to it. They said fill a bowl with the Tarnex put the chain in there for only 5 to 10 seconds and take a jewelry cleaning cloth and take the oil and tar off and it worked beautifully. I took it back up to them and they were going to buff it clean and polish it and fix the burn marks for me and then they quoted me a price. Well I received a phone call from them today and they told me the worst news I could possibly hear about the chain. They said "I am very sorry to inform you but the chain is COPPER not SILVER like you thought. It was only silver plated." To say the least I am furious!!! If it says on the chain in three different places ITALY 925 and my mother spent in between $199-299 for a SILVER chain not a COPPER one. I called the store today and spoke to a very nice lady at first and told her this whole story and she asked if I had the receipt which after 9 years I told her no, she kind of chuckled and said well you can't prove that you bought it here and even if you could we have only a 30 day return policy. She also said that after I had oil and tar on it and took Tarnex to it that can ruin a chain so there is no point on calling corporate about this, because they will say the same thing. Tarnex for jewelry doesn't take off 92% of silver if it did take any silver off at all!!! So who ever reads these reviews they can read this also, this will be on twitter everyday, on facebook everyday and anywhere else I can publicly write this everyday to tell people not to buy jewelry from Sears because it's more then likely fake. So if anybody wants to reach me about this problem they can at abartleyphotography@yahoo.com. Thank you very much for your time. Cherry Ann Baptiste 5/9/11 Sears needs to ensure that the traing received by associates who call customers requesting them to renew repair services / insurance is extended to associates working in the service and appointment making ares. Sonia firmin 5/9/11 I have always had sears appliances, but never again. I was scheduled for service on my washer, I waited all day and was told at 5 pm that I had to reschedule. sears is absolutely the worst vendor servicing our military installations. my warranty is not worth the paper it is written on. Stephen TIek 5/10/11 Truly disappointed with the lack of service. On 30 April 11 I purchased a new (not used or refurbrished)Kennomre Elite dishwasher. It was installed 5 May 11 by a "certified" installer and once completed, a short tesat run was conducted and it ran fine. Not even 30 minutes later the diswasher refused to work and all it does is beep and flash the compete light. I tried to call customer service to see what could be done and got diconnected twice and redirected to the wrong place numeorus times due to the customer support people's lack of understaning of the english language. FInally when i got to the righ tpeople i was told the soonest a repair tech g could come to fix my brand new diswasher woudl be this Saturday, 14 May 11. Last evening I get a message left saying i had to reschedule this repair because no one was available to fix this that day. Another round about phone call with the non-english speaking customer service reps left me with a new appointment plus having the tech spam me with offers for other services. This is totally unacceptable and Sears has lost another customer because of this. This is leaving me with serious dubts if this repair tech will even be able to fix this problem. Tom E. 5/9/11 What a JOKE! I doubt this will get any action or see any airtime but to cut it short I have a serious issue with the portrait studio in LAs Vegas (Blvd Mall) They are rude and unprofessioonal. I recorded my calls with them and after about 30 mins of getting no where i looked up corporate. Got a hold of them and asked for a manager told the receptionist I was monitoring the call and she said they could not accept my call and hung up on me. I called back and asked for a manager, I was transferred and then the message to me was this call may be monitored for quality purposes. Here it is 10 mins later, I am stil on hold, called back 3 time finally got someone talking to them now. They promise to get back to me by the end of the day. Here it is 24hrs later and I call ikhlas mirza back he says he talked to Mr. Dickerson and all this isdiot is worried about is that I recorded the calls. No mentioned of fixing my issues. I call back the BLVD Mall store in Vegas, got a hold of Carole says she will take my issues and listen to recording and make the proper adjustments, Asks me what I think is fair, first her asking me to make that call is not correct but I say I should get the pictures for free since it is my decision. She does seem to care and we agree to meet in the next day or so. Evy 5/5/11 How Sears botched roofing at my home. June 20, 2002, 25-year roof shingles and attic vents installed by Sears Home Central. They installed the ventilation improperly, causing premature deterioration of shingles, also water infiltration as a result of ice dams. I had requested that they make sure there was proper ventilation at the time of contract. I called Sears rep the next day to express concern about the placement of Maxi Vent. It is half way down the roof. The rep, Ken Campbell, looked from the ground, from one side, never went up on the roof, never checked for blocked soffits or other vents interfering with the Maxi vent. Still he said it was good enough. Against my better judgment, all I could do was hope for the best. That summer, I noticed excessive falling off of granules from shingles, a sign of trouble. July 11, 2009, I noticed shingles becoming bare, curling and breaking. I called Sears Home Central to report this. It took several calls before someone got back to me. July 31, Sears sends an inspector to have a look. Without hesitation, he informs me that the ventilation was not properly installed, that this was causing excessive heat buildup in the attic, and it was Sears' fault. He told me that Sears would fix the ventilation and replace the shingles at no cost to me. Meanwhile, I visit Maxi Vent website and found, according to their very clear instructions, that indeed the ventilation was all wrong. Since that time, Sears has flatly refused to fix anything. All I get from Corporate Customer Service and the local manager in Ottawa is excuses, untruths and gobbledegook. This is the most deplorable and shameful performance I have seen in my life. STAY AWAY FROM SEARS !!! thomas louisignau 5/6/11 My wife bough a craftman self prepelled lawn mower back in 98. I since then met and married her. She moved to Mich and with her came the mower. Every time i go to start the mower (the first in the spring and any time after that) 1 crank and started. I never had a mower like it and i dont think I will have another a reliable as this mower. By the way if u did your math the mower 13 years old and still going strong on the first pull. Thank you A very happy comsumer Calvin & Brenda Scott 4/27/11 04/27/11 7:10 pm The service repair guy came to our house to repair washer we bought just 2 weeks ago and only used 3 days before issues started. The front load washer was advertised as quiet and has been anything but. We could not get the washer fixed. It seems that the Sears - Mesquite, Texas location sold us a washer without a serial number and the service repair guy refused to repair without this number. We have all our receipts but that has done us no good without serial number. This is the 2nd consecutive day we have been through this red tape customer service wise / repair wise and we are still not able to wash and may have been cheated out $500 for a new washer we bought off the showroom floor showing it was the best deal and a steal. We feel Sears have stolen our money right in front of our eyes. This is yesterdays issue and the saga continues: Complaint: # 3 with product. Today we have communicated with 3 Sears representatives in regards to our product complaint with the Whirlpool washer we purchased on: 04/10 and delivered on 04/16. 3 days after delivery, this front load washer which was advertised to be quite was not quite at all. A service call was made to repair issue. My wife and I work and get home around 4:45 pm. We understood 1-5 but customer service noted time and promised technician would call. Technician: Chris called at 2 pm left no phone message, left message on door to at 4:10 pm that he missed us on 04/26. We were told that 4:45 we could be home to meet technician. We called Customer Service and talked to a Mia there and expressed our disappointment. After request to talk to a manager, we were hung up on. We recalled and talk to a manager Ron employee # 550594 and he gave us the same spill about the time has been set for 4/27 and that was about all he could do. We called the local Mesquite, Texas location store: # 01187 waited 30 minutes for a manager that did not answer 3 intercom pages. Needless to say we are very unhappy with the machine and the customer service where our concerns should take importance was overlooked. We were told not to use the washer until service person comes out. Please understand our frustration in this whole process we would love for someone to contact us and at the very least make this right. We can say at this point we will never shop at Sears again and will try every attempt to make this experience as public as possible as we feel very minimal effort was made to correct this issue. Thank You, Calvin & Brenda Scott TANESHA 4/29/11 WELL I BOUGHT A POOL TABLE, AIR HOCKEY TABLE AND FOOSBALL TABLE AT MY LOCAL SEARS. I WENT IN THE STORE 2 WEEKS BEFORE PICKING UP ALL 3 OF MY MERCHANDISE TO LET THEM KNOW THAT I WAS GOING TO BE PICKING MY ITEMS UP IN 2 WEEKS. ALSO INFORMED THEM THAT I WAS DRIVING 45 MINUTES AWAY WITH MY UTILITY TRAILER TO PICK UP THE ITEMS. THE SELLS PERSON INFORMED ME THAT ALL 3 OF MY ITEMS WAS IN STOCK AND I COULD JUST PICK THEM UP WHENEVER. WELL 2 WEEKS LATER I DROVE ALL THE WAY TO SEARS AND THEY COULDNT FIND MY ITEMS. FIRST THEY SAID THAT THEY WASNT IN STOCK, THEN AFTER 30 MINUTES THEY FOUND 2 OF THE ITEMS BUT SAID THAT THEY HAVE TO ORDER MY FOOSBALL TABLE. THE CREW WAS UNPROFESSIONAL. SO ABOUT AN HOUR LATER THEY DECIDED TO LOAD IT IN MY TRAILOR. WELL JUST WHEN I THOUGHT IT COULD GET NO WORSE, THEY DAMAGED MY AIR HOCKEY TABLE BY DROPPING IT ON WHILE TRYING TO LOAD IT. THEY WAS GETTING MAD AT MY HUSBAND BECAUSE I TOLD THE MANAGER WHAT HAPPENED DURING LOADED. THE MANAGER SAID OH IT IS JUST A DIME SIZE DAMAGE AND HOLE IN THE AIR HOCKEY. OH BUT THE AIR HOCKEY ONLY COST ME $249 SO DO IT LOOK LIKE I WANT MY AIR HOCKEY DAMAGED. THE MANAGER SAID THEY CAN ORDER ME ANOTHER LEG. NOW IM AT SEARS FOR 2 HOURS. THE MANAGR GAVE ME A $15 GIFT CARD TO SEARS AS IF I AM GOING TO CONTINUE TO SHOP THERE. NO THANK YOU. THE WORSE CUSTOMER SERVICE EVER. I WILL JUST SHOP AT WALMART AND TARGET. IF MY AIR HOCKEY DONT GET FIXED, I WILL BE SUEING. Judy 4/29/11 I purchased a maintenance agreement with Sears in August, 2006 for all my appliances that I purchased new in April of that year from Best Buy. Because of my previous experience with Sears Maintenance Agreements I decided to buy their plan. WHAT A MISTAKE!!!!! In March of this year my KitchenAide dishwasher stopped working. Over the past seven weeks I have had nothing but problems with getting it fixed and have had five different repairmen out to attempt repair with no success. I had been in contact with their Customer Resolution Department explaining over and over again my situation requesting some sort of resolution be made to either fix my dishwasher or replace it. Finally, after all this time they agreed that it could not be fixed and replaced it. DO NOT BUY A MAINTENANCE AGREEMENT WITH SEARS! They do whatever they can to not replace a broken, unfixable appliance. You have to jump through all sorts of hoops to get service in a timely fashion and then more once the item is determined to be unfixable. The CEO ( Louis J. D'Ambroisio) should go on Undercover Boss and check out the horrible service in the Maintenance Agreement Department! Lacky 4/30/11 Sears is the very worst. D.C.Patel 5/2/11 I have Craftsman gas blower that I bought little over 3 years ago. I had paid $107/- for it. So it is out of all kinds of warranties. The blower started running rough with lot of vibrations a week ago. Today it wont start. Spark plug looked good- replaced it any way. No dice. This was my second blower. The previous gas blower went bad in littler over two years, and Sears wanted too much money to repair it. Today I called Sears Executive Customer Relations and told about my experience. They have capability to look at purchase record. They can see that I have bought my yard/garden and home workshop equipments from them. The customer relations offered me a gift card of $70/- towards purchase of new blower. The Executive Case Manager was very professional in handling my grievance. Louise Bahr 5/3/11 I bought a flat screen tv, with an extended warranty, from Sears in late November 2010 and on April 16th, 2011, it broke. Two weeks later, I still don't have a working tv or a replacement tv. I have been told twice that my part has been shipped to me and two repair appointments have been set up and cancelled. Now I am told the part I need is on back order with no anticipated ship date, but I cannot get a replacement tv until it has been at least a month since my tv is broke. My family has to continue to go without a tv that we paid good money for as well as the money we spent for the warranty. This is totally unacceptable and a poor business practice. Every time I call the customer service number I am told that SEARS is sorry, but I don't get any resolution. Bet SEARS employees would not go at least a month without a tv they bought from SEARS!!! I will never again buy a SEARS product or a product from their affiliate KMART. I will tell anyone who will listen to me not to buy from SEARS or KMART and to get their products from Best Buy, American, or other stores such as these. W. A. J from Virginia Beach, VA 5/3/11 Rediculous is all I can say for Sears and their ability to repair an appliance and provide customer service. The customer service I have received to date has been so poor that yesterday I was transferred to a "Customer Solutions" representative named "Eve" who promtly hung up on me. Wow! What a solution. Here I sit for the 6th appointment and of course the technician is supposed to be here in five minutes! I do not see it happening. Sears Corporate has become exactly what drove Kmart out of business. If you want to know why Sears is no longer the number 1 retailer, you must look in the mirror. Don't blame Wal Mart, don't blame Target, let's face it, you have lost touch with the consumer and everything about your company stinks! Two minutes to go before Sears wastes more of my time. You really are horrible! G. Spiler 5/3/11 Customer services at the corporate offices really just does not care. I called daily with a promise of return call by the next day, after 10 days of calling I never got the return call. I purchased a Pergola ( freestanding outdoor overhead for sun). It was listed as 10 X 10 . When you put it together after 3 hours of work you find it was 8 x11. Sears admits the advertised brochure is wrong and the item is mis identified as to size but offers no solution when it does not fit where it was intended. It cannot be taken apart. The canopy is also made out of non pourous cloth so when it rains the rain build up and bubbles up on top of the canvas and then just drops down like large bulges into the seating area. Then just sits there and collects misquitos. There is no way to drain the water from the top. The slope does not allow for drainage. Each time it rains i must get a stick and push the canvas up to force each section to drai. It almost looks like dozens of cow udders hanging under the canopy. Sears was sent pictures and acknowledges a design flaw but refuses to handle the problem, only advising to take this 400 pound item apart again and bring it back to the store in its original box. Since it is made with screws that lock taking it apart is impossible. Sears just simply handled this poorly and like other I WILL NEVER SHOP AT SEARS AGAIN. TOO BAD, THEY USED TO HAVE INTEGRITY William Gurney 5/4/11 I purchased a Craftsman self propelled lawnmower model 917.376741 about three years ago. Since I purchased it I have had to replace the front drive wheels twice mainly because of the poor quality and now have to order another set. I ordered the set through Sears customer service on 4/15/11 and told they would be shipped on 5/2/11. When I checked on the status of them on 5/3/11 the girl said she would look into this and send me an e mail with what she found out. On 5/4/11 since I did not receive any e mail from customer service I called once again. I was told now that the wheels would not ship until 5/16/11. Waiting over a month for parts like wheels is totally unacceptable, Sears didn't wait to charge my credit card which I have now paid for the wheels that I don't know when I will receive. I have purchased so many things from Sears but I think this could be my last item because I am truly disgusted. I am 64 years old and now have to try to push a lawnmower to cut my grass because of the poor quality of this unit as well as the poor delivery by the manufacturer of this product. Extremely Unhappy Bill Gurney Roy Holland 5/4/11 I'd rather rate it 0 stars. Extra Poor. We bought a Samsung 48" LCD TV from Sears and purchased an extended warranty. Our TV has been out of order since April 13. It is now May 4, 2011. We have called repeatedly to get it fixed. I even had one technician call me and say he was on his way to our house. He never showed, nor did he call. When we called the next day, we had another appointment set up. No one showed up at our house. Then Sears called an outside technician to call on us. He called the night before he was to come out and after he talked to me, he said Sears would have to order parts for him. He set up a time a week later, then called and said they didn't have the parts. I called and talked to Danielle in the call center. I told her the story and told her that we have been loyal customers since 1955. We have had a Sears Card since 1956. We bought our first TV from Sears. Customer Service for Sears was very good then. It is not worth anything now. Nor is the word they give you. I told Danielle that we either want the TV repaired or a new one. She talked to her manager and then told me that we would be assigned to a case manager who would contact us within 48 hours, and whichever was quicker they would do to keep us as customers. The case worker did call and said the parts were never ordered, and that he would order them to be sent to our house and then the technician would come out a repair the TV. I called back today and was told they will not come to our house but to the technician who would then call and set up an appointment to come out. How long can this be dragged out????? When will someone tell the truth???? We want a replacement TV since no one seems interested in getting this one right. You can check our record. We are not people who try to get something for nothing. But, your company seems to now prefer to lie and cheat people who buy and sign contracts in good faith. Marie 5/5/11 WARNING TO ALL KENMORE FRONT LOADING WASHING MACHINE OWNERS. The rubber lining on the inside of the machine can fail, tear and otherwise break the seal between the machine and the door. As a result, water will pour out from the door, flooding the entire area and putting you at risk of electrocution. I have addressed this issue with Sears and they advised me that the rubber seal part is not an "exceptional part" and therefore not covered by the "exceptional part" warranty. The machine is 3 years old. The cost of repairing the machine due to the intensive labor would amount to a new machine. Sears will not consider this to be exceptional, despite the known danger of water rising above the level of the floor mounted motor on the machine. Fortunately I was wearing gym shoes and shut the circuit breaker before attempting to clean up the flood. If you notice any leaks coming out of the door, please notify Sears that this should be considered an "exceptional part" covered by the 10 year warranty. This is an extremely dangerous situation that you may not uncover until you walk into a flooded laundry room. Sears refuses to take responsibility and therefore I will have to seek other remedies such as the news medium and the Consumer Products Safety Commission as this is dangerous and life threatening, although Sears does not seem to think so. For anyone who has had this problem PLEASE SEND THEM AN EMAIL AND NOTIFY THEM OF THIS DANGEROUS FAILURE OF THE INSIDE RUBBER SEAL. Perhaps they will reconsider the warranty application with respect to this part. Thank you. 5/5/11 I have been shopping at Sears since I tagged along with my Mom as a child. All of my washers and dryers have been from sears. My old Kenmore washing machine stopped spinning this morning and I called Sears to ask a simple question about whether the problem could be a simple thing to fix or if I should buy a new one. I was told that I could not talk to anyone by phone and that I had to go online to chat to a technician. They didn't tell me on the phone that if they answer a question then I would have to pay twenty four dollars. UNBELIEVABLE!! So, I called Busen Appliance and a person there was happy to help me. They told me what it could be, how to take a look and see, and if we needed anything else to call. I will be giving Busen's my business if I do need a new washer. It's too bad that Sears appreciation of customers has dropped to this level. Good By Sears! Linda Ferris 5/5/11 I have been shopping at Sears since I tagged along with my Mom as a child. But today the lack of appreciation for customers is forcing me to shop elsewhere. I have bought all of my washers and dryers at Sears since 1975. My washer stopped spinning this morning and when I called Sears to ask a simple question, I was told that I could not talk to anyone by phone and that I would have to talk to a technician on an online chat. I went online and found that to ask a simple question would cost 24 dollars. All I wanted to ask was whether the problem might be simple or I should buy a new machine. With all the hastle in dealing with Sears, I decided to call Busen's Appliance and the person ON THE PHONE was very helpful in answering my question, even telling us how to check for the problem. And they offered their help for any other questions. Well, with that all of my purchases for a new washer or dryer will be directed to Busen's. So long Sears. Too bad your quality had to die out. Abraham lock & key 4/26/11 I rember when sears ment taking PRIDE in your tools dept. and were life time warranty. Now you hope they still make it when you bring it back. There employees in auto motive section is a joke. I drove to sears in Aventura Fl. and they installed the battery but puy the cables on backward had to get towed home. Sears charged me for the battery. Managment said sorry. There is no longer any PRIDE in sears employees. They have a job selling junk, they don't care abought the customer. And if you ask for a manager you will wait for nothing. We are the stupid ones we shop there. No more it's been real. time to go to Lowes real service with a sense of pride they like there jobs. Linda Cividanes 4/9/11 Once again Sears delivery service fails. I purchased a dryer last week for Saturday delivery. Received confirmation on Friday with a timeframe between 2:45 and 4:45. Plans adjusted to ensure that I would be home in time for delivery. At 4:50 I had still not received delivery and I called delivery. I was told that there was a delay (surprise, surprise) but that we were next. Two more calls later and now it is 8:00 we were told that the truck broke down and we would not receive delivery at all today. When I asked for next Saturday delivery I was told they could not provide a time after all the time was spent today. The best part when speaking the to manager - John - no last name provided or id, I asked for corporate headquarters phone number and was told he did not know it. Is the savings provide by Sears really worth all the time waiting for delivery and service - which keep in mind is not free. BILL GOFF 4/9/11 Sears in Ft.Smith Ar sucks. the people are dumb a..... that could care less about customer service. They are lazy and they suck. That is the nicest thing I can say. In the last week, I have spent over three hundred and I am taking everything back. I hope they close the Ft. smith store down and fire everyone. Brenda Walsh 4/10/11 We bought a new washer and deyer.We recived on Friday.Tryed to use it on Sunday.The washer would not drain. Called repair the lady said they could not get out here until Wed my good cloths are in ther wet.I just really think some one could help.The Lady said if we gave it back we would have to pay 15%, when we bought it the guy told us we had 30 days.May I ask why he did not tell us about 15 % I need help. Thank you Mrs Walsh ed 4/13/11 Sears #: 008035 Tallahasse, Florida Technicain ID: 0824672 Service order Number: 40249045 The repair bill for refrigerator is most sickening!! I feel violated. Actual charges: Labor for 15 minutes work $227.91 (tax included) That is $900.00 per hour!!!!! Part 8201786 $90.74 (tax included) He brought the part for the job. Total $318.65 I was expecting the bill to be for the minimum service call as I was quoted and for the price of the item in the store. Service for minimum time $69.00 (no tax on service) Part 8201786 in the store $51.60 (tax $3.61) Total $120.60 (Plus tax $3.61) I want a REFUND. All my kitchen appliances are from Sears, Ceramic top Stove,above range microwave, additional microwave,dishwasher, and side by side refrigerator /freezer. I will be in the market for a new washer and dryer in the near future and was expecting to get it from Sears but I am wondering if that is such a good idea. CRISTINA 4/21/11 WHEN ARE YOU GOING TO LISTEN TO YOUR CUSTOMERS?TODAY I GOT THE SCARE OF MY LIFE WHEN I ENTERED MY HOUSE...........YOUR PRODUCT THE BEST.........KENMORE ELITE OASIS WAS RUNNING WITH THE LID UP.........NOBODY TURNED THAT WASHER ON ,THERE WERE NO CLOTHES INSIDE,NO WATER BUT THE WASHER WAS GOING ON AND ON........CAN YOU IMAGINE MY FACE? CAN YOU IMAGINE THE THINGS THAT WENT THROUGH MY MIND???????..........I CAN UNDERSTAND A MACHINE WHO STOPS RUNNING,OR HAS A DEFECT OR WHATEVER BUT A WASHER WHO TURNS ON BY ITSELF AND IT CAN'T BE STOPPED WHATEVER BUTTON I PUSHED IT IS OUT OF MY UNDERSTANDING.I HAD TO UNPLUG THE DAMN HAUNTED THING.MY NEIGHBOR SUGGESTED TO CALL A PRIEST.......I CALLED YOUR CUSTOMER SERVICE,SPOKE WITH THEM FOR LONG,THEY TRANSFER ME FROM ONE TO ANOTHER,NOBODY KNEW WHAT'S GOING ON WITH MY WASHER.......MAYBE YOU KNOW??????? I READ TODAY SOME REVIEWS AND IT SEEMS MY WASHER IS NOT THE ONLY ONE WHO ACTS LIKE THIS BUT OF COURSE SEARS DOESN'T KNOW......... I REQUEST YOU TO ANSWER ME........EXPLAIN TO ME WHAT IN THE WORLD IS GOING ON????EXPLAIN TO ME WHAT IT WILL HAPPEN ONE DAY IF ONE OF THOSE WASHERS IS GOING ON BY ITSELF AND BURNS,AND BURNS THE HOUSE AND THE KIDS AND SO ON?????? I CALLED THE FEDERAL TRADE COMMISSION AND I'LL CALL SO MANY NUMBERS UNTIL SOMEBODY WILL ANSWER ME AND TELL ME THAT IN THIS CENTURY WITH THESE TECHNOLOGIES GOING ON, THE UNBELIEVABLE SEARS-KENMORE,THE BEST OF THE BEST (FROM WHERE I PURCHASED ALL MY APPLIANCES IN MY HOUSE)HAD MAKE A WASHER THAT TURNS ON BY ITSELF WITH THE LID UP AND THAT'S SOMETHING THAT'S OK AND I CAN SLEEP IN PEACE IN MY HOUSE . CRISTINA \PITTSBURGH PA 412-563-1708 A Zimmerman 4/17/11 Bought a 2011 Cabrio Top Load washer. Brought it home, hooked it up and started it. We thought there was a jet taking off from our laundry room. We thought this must be the sound even with the sound dampening part. 3 months later I called to get the dispenser fixed. Serviceman came out promptly and took care of us. We asked him about the sound. He said the motor was certainly bad. We want a new replacement. What a run around. Like everyone else in this review area, we had always bought our appiances from Sears. What a dissappointment. So I could have bought the same thing cheaper from the Sears outlet for less. Is business that bad at Sears they can't stand behind their products anymore? And who actually makes the CABRIO? DISAPPOINTED SHOPPER 4/18/11 I have to say after shopping at Sears for years, I will NEVER shop there or at Kmart AGAIN. To everyone whom have a complaint regarding Sears, they don't care about their consumer, they are only out to make money. I really hope they go under and very soon! Word of mouth truly goes a long way and corporate will soon find out that everyone will know how they truly operate. I tried to write a check their and because they use this Telecheck company, my check would not process because someone kept typing in my phone number wrong. After calling this stupid telecheck company and not being able to understand the person on the other line, they said they just had to verify our phone number that's why the check was declined. So to Sears, just to let you know, you lost out on a $500 sale and we won't be shopping their again. Not that you care or anything. Hopefully other consumers will boycott your store like myself and everyone else I've told regarding this. Maybe after you lose enough consumers you'll realize what true customer service is. RATING IS TRULY A MINUS 5 NOT EVEN A 1 (POOR) Cathy Williams - Chattanooga, TN 4/19/11 The worst customer service ever. This store is nothing like it used to be when I was a child. What's so sad is, they don't care at all about our complaints. We all could complain til blue in the face and they would just sit back and laugh at us taking the time to write these reviews. I ordered a king-size platform bed from Sears.com and charged it on my Sears credit card. When I arrived home from work, the bed I received was not the bed I ordered. Totally differant from the bed on their web-site. I was informed by the local store manager that there was nothing they could do about it since it came from a 3rd party vendor and to contact the 3rd party vendor. And...if think Sears is bad, wait until you try to deal with cymaxstores.com It's really a joke. Just read some of their reviews. After several correspondances with the cymax marketplace supervisor (Dave H.), and taking photographs of the incorrect item and lots and lots of e-mails, I still never got the correct bed shipped to me. Instead, I received another king-size headboard of the exact same bed I already had!I sent several e-mails to Dave H. at cymaxstores.com and his employee (Steven S.) they have never responded back to me to this day...I still have the incorrect platform bed as well as an extra headboard...What happened to customer service???? Charles Anderson 4/20/11 My complaint is with the process in which parts are ordered, i ordered parts for my riding lawn mower and received most of my parts and was told the last part should arrive soon, so far it has been about a mounth and i have had to call sears cutomer solutions several times and have had no results or anyone willing to tell me any good news except that the parts provider american yard products tells them it now on backorder. I called american yerd products and found the part was in stock and available but sears customer solutions still says part is still on back order, i will never order parts from them again and would not recommend anyone else do so either. Lokendra Kumar 4/8/11 Hi, I have purchased the above mentioned item and order online, The item in your online website gives a misrepresentation of what is delivered to me at my address. I purchased a router considering the best price for the router and am very unhappy the way the order is delivered. On your site the items regular price is $219 and on discount it $87.93 being in display (store discounted price for the item is $149.00 for a combo in deal), with this understanding I ordered ignoring the item being a display unit, but it needs to be delivered in complete. This was not delivered in whole as is shown online. I talk to a representative about returning the item and after she confirmed I went to local sears store in Newark, CA, and to my astonishment, they wont take it and manager told me to return to sears outlet, when I asked the address for main sears outlet for returning the item, I was told they are not aware. This gives me an impression that probably Sears do not want to be in business any more, or they do not hire managers who understand how the money is followed in times of recession. Please advise and resolve the problem ASAP. I believe that somebody really needs to retain his job. As an advance precursor I will hold my self for 2 days until reply and move to consumer blogs for resolution of complaint. Thanks, Lokendra Kumar ventureartcapital@hotmail.com, Gloria Schwartz 4/7/11 We have had the same consistent b.s. since we bought a refrigerator from Sears and had to get a news station involved when we continuously got the run around, basically the same complaint as everyone else. The news channel got good results for us and everything was done for another few years till I scheduled an appt. and I waited all day, yada yada yada.... blah blah blah.... appt. 8-12, got automated message 11:45 a.m running late. 1:35 called, they said he'd be here at 4:00. Basically waiting all day. At 2:53 got call truck broke down yada yada yada won't be here today, reschedule for another window of appointment time instead of giving an inconvenienced customer an exact appt. and ensuring a technician be out. No compensation for our time. MY SUGGESTION TO EVERYONE AND PASS IT ON... DO NOT BUY FROM SEARS. When we move we will not take our Sears appliances and buy everything new from another company and suggest everyone pass this on and email this to all their family and friends. The ONLY way to stop large companies from treating their customers like crap, is to hit them where it hurts. When they start losing customers perhaps things will change. Sabrina 4/8/11 I am very sadden by all the comments on here. I work at one of the Sears stores and the people I work with give great customer service and do their best to make the customers happy in their purchases. Our staff is helpful and honest. I thought our whole company had associates like us working for them. I know that our delivery and repair men can stand to be retrained,or replaced to satisfy the customer better. We have subcontractors to do the work for our store and switched companies twice because of the lack of work or poor service given to our customers. Why do we have to have subcontractors anyhow? Why not hire our own techs and do the job correctly the first time? Our Customers go out of their way to come to our store, look at our selection, spend time they do not have to get the customer svc we should be giving, then spend enourmous amount of money to buy from Sears and this is the way they get treated if something goes wrong with their product? Corporate office, you need to come up with a better resolution to helping your customer to build business, not lose it! Are you trying to take this company under? Then as an associate you demand us to get quota's and goals. How can we do this when you are driving away business with poor customer service?? I really thought I was working for a company that valued their customers and gave great service! At least I do know that we do EVERYTHING at our store the right way and go above and beyond to help!! I gave 5 stars for our Sears, 1 star to the person in charge who is training Customer service to say NO! Jon Kelley 4/5/11 I have had nothing but problems in the installation/repair service I have received from Sears since my dishwasher was installed. I complained before the install was done on the notification process and verified with Sears that that procedure of notification was not followed. I stated at that time that I was concerned that I was being "red-lined " and was afraid that I would have a poor installation. I had problems 5 weeks after the installation was completed. 3/22/2011 -Called 800# to schedule repair to replace the screws that secure the dshwasher to the underside of the counter -Was told this was considered a problem with installation -Was forward through system to installer's voice mail 3/22/2011 Left message with installer's voice mail explaining the situation and requesting a return call 3/24/11 -Called the installation 800# to schedule repair -Was told that the it was too late to have the installer correct the problem under the installation warranty -Was also told if the work was done we would be charges for services rendered -I was told that my case would be forwarded to the escallation department who would respond within 48 hours -I requested an email stating Sears' understanding of our situation and the proposed actions -I was told that the customer service person could not comply with my request -I asked to speak with a supervisor (possibly named Linda) who assured me she would send the email to jonrkelley@gmail.com -She said she was sending the email while I was still on the line -I have not been contacted by: 1. the installation company 2. Sears' escallation department 3. I have also not received any email from the customer service supervisor - My son has since repaired the problem I contacted Sears online at www.searshomeservices.com/webchat and was connected to a Peter Vaughan. Half way thru the session, I was dropeed. I contacted the site again and was connected to Mike Carter. He could not provide me with a mailing address where I could register a complaint (see below). I will never purchase any kind of service from sears in the future. I have multiple contracts which I will let expire and take my business (both purchase and install/repair) to a company anyone else that is more responsive. WEBCHAT Dear Customer, please wait while we connect you to a Blue Crew member to assist you. You have been connected to Mike Carter. Mike Carter: Thank you for choosing Sears. My name is Mike. How may I assist you? jon: I was tslking to Peter Vaughan and was disconnected. Mike Carter: I will be happy to help you. jon: I want to register a complaint with the senior management of your installation and repair operations. If you cannot help me get the information I need I will publish my