Sears Complaints Continued... (Page 3)

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

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

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

I have been a somewhat regular Sear's Shopper for a good part of the Last 30 year's and I have NEVER seen such poor Managment Skill's demonstrated in my life. When you walk into the Store on Rice and University in St Paul, Mn. you are immediately drawn into an atmosphere of Repression from the Employee's, as you go from Dept to Dept you can actually witness Manager's talking down to the Staff and berating them in front of co-worker's and Shopper's. Now I understand in this Economy that Retailers are struggling with lagging sale's, but to take that out on Emploee's is inexecusable. I have inquired of some of the Employee's of their treatment and they are very hesitant to comment for fear of actual retaliation from their Superior's, from what I have seen most of the Employee's are of Minority Status and are younger. I did make some inquiries as to the name's of some of the most guilty Task Master's..... Store Manager is Dan Kaufman and it trickle's down from there to a young man named Mike to another named Lisa (Dept Mgrs?) they brood about the store snarling at Customer's and Staff alike. What I would like to know is what kind of education for training these Individual's have gone through and I would also like to know, when did Sear's start working against it's Employee's and the Communities where they are. Shame on Sear's for changing from an Establishment of Respect in the Community to one of pure dread to enter.

First of all, you need agents that can speak and understand American English. Second, your delivery department needs to be a little more flexible about delivery. I have arrange to be home the majority of a day so that your delivery guys can be here all of 15 minutes to drop off a mattress!!!! However, there is about an hour during the morning I can't be here and no one can seem to work around that. If I understood her right, the agent barely spoke English, I won't get a call until the night before TELLING me when they will be here and if I can't be here during that whole 4 hour time frame (for a 15 minute delivery) then I have to reschedule and take another day off!!!!!!! WTH??? Not very customer service oriented, Sears!!! VERY disappointing!!!! And I won't be motivated to make any large purchases from you ever again!

I contacted the Sears Outlet Store in Hendersonville Tn about PTY 9000 mower that I fully intended to buy. The manager sent me pics to my phone, which was very nice. However, I was told that it was being sent off for service first and I would be contacted when it arrived back. It would be couple a weeks. I didn't wait that long, so I contacted them frequently, and was told that it hadn't arrived back yet. Now I can't get the manager to call me back and I was told that it was sold more than likely. The time frame was the middle of Dec when I first contacted them.

I am trying my best to find a Craftsman Profeesional mower that is withing driving distance of my location. The mower above fit my needs and it was withing driving distance. I'm frustrated because I have been watching the Sears Outlet website for several months and I finally found one, that was sold out from under me. There is another mower in West Palm Beach that I would like to have, but it's a 13 hr drive from upstate SC.

Please help find out where the mower went in Hedersonville, TN if possible, and I'll be more than happy to retract my complaint. I just want to know what actually happened.

Refrigerator went out on Aug. 26, kept completely closed for 24 hours and reported it on Aug. 27. Unable to get commitment to fix appliance until Aug. 28, and told it would be fixed Sept. 5. Purchased maintenance agreement on numerous appliances and this is going to be a 10 day wait to repair.

After numerous calls to have fixed sooner Angie stated that the maintenance contract only states Sears will fix item, it does not necessarily mean in a timely manner. Angie stated she is a seasoned rep of 4 years and is very familiar with Sears policy. Actions such as this are totally unacceptable and I will pursue every avenue available to bring this to the attention of someone who cares and is able to act responsibly on it. I paid for a service which Sears is unable to properly provide, or just lacks the desire to do so.

Made a purchase at sears.com, and used my sears rewards points. Only after the sale was complete, a disclaimer appeared that said this item was sold by a third party - marketplace, not sears. This means I cannot return a defective product to sears, and will have to pay to have it shipped back to marketplace. Sears should make this dirty tactic known at the beginning of the sale, not after it is complete and cannot be stopped. Since sears was bought out by k-mart, they have become a second-rate company. I purchased lifetime products like tape measures and snow shovels at premium prices. Sears has now discontinued at their discression, and will no longer honor their lifetime guarantee. Instead of a craftsman lifetime product, you are given a cheap item that could have been purchased for less money at another store like Big Lots or Lowe's.

I bought a washer and dryer from Sears on Friday, Nov.23 2012. I paid $80 to have it delivered and set up. The delivery guy did what he was supossed to do. He set up the washer and drier and tested them. Once the delivery guy left, I noticed that the washer was leaking from the drain hose. This was at 12:00 noon. I called Sears and notified them of the problem. She told me that the tech would be back in about 1-2hrs. to fx the problem. At 4:30pm, no one ever showed up. I again contacted Sears. I spoke to 3 different people and stayed on the phone for 35min. I was given a $50 gift card for my inconvenience by email, which I have yet to receive. I was told that someone would contact me Sunday night to set up an appt. for Monday. Well, today is Monday and I was not contacted by sears. I once again contacted Sears myself. I was told that I had an appt. set up for Wed., Nov. 28. I didnt set up that appt. for Wed. and was told that there is nothing that they can do to get an earlier appt. No one can come out to fix the problem any earlier than that. I can not do any laundry. It is very frustrating that I was suposse to have a brand new waher on Sat., that works. And today is Wednesday and still no fuctioning washer, and probably wont have a working washer until Wednesday. When I contacted the complaint dept., I was told that I can not file a complaint because the washer is not on my file and they probably can not set up an appt. until the waher is on my file. This is a cluster, you know what. I am very angry and dissatisified. Tracy Dore'

I purchased two sewing machines online through Sears.com and at slightly different times of the day for 2 different people to make early purchases for Christmas. Unbeknownst to me, I learned one person had just bought a machine for herself and the second person developed a serious illness and is unable to sew any more. When I received an email notice of my purchases I discovered that the machines were the same but one was priced about $70.00 higher than the other. I tried to return both machines today at the Sears store. One of them went right through at the store and was credited to my account.

The other wouldn't go through at all. Found out that Sears has between 300 and 400 outside vendors that sell products through their website as Sears. Now I have to send the second machine back myself at my cost & learned that the additional $70.00 I was asked to pay for the same machine was the extra "profit" the outside vendor was making. Nowhere online was this explained to me. Had I not purchased both machines at slightly different times & then returned them, I would never have learned of this practice.

On 10/17/2011 I received an Email add from Sears advertising an online order only Panasonic 55 inch HDTV plasma with two pair of glasses for $1099.99. When I tried to order it online I was unable to get the $1099.99 price. Instead the price was $1299.99 with no glasses. The add also said to use a special code, "PANATV" and when entered into the order it came back with, "This code does not apply to this TV". Many, many Emails to Sears robots resulted in them finally telling me they could not find the add for the TV at $1099.99.

They could not find their own add? I copied and pasted the add to one of the many Emails and so far I have heard nothing. I'm not holding my breath. Sears seems to be as difficult to deal with as PayPal.

I will never take another chance at buying online from Sears and encourage others not to take the chance either. This is a highly deceptive practice & I resent being taken advantage of in this manner. Possible Resolution: I'd like to see Sears identify the products that are coming through an outside vendor and identify the purchase price difference. I hope my account will be properly credited when the 2nd. machine is returned, and would like to be reimbursed for the extra shipping costs I will now have to pay.

First the customer service in the Brooklyn store on Beverly rd sucks you wait on a long line to be treated with such rudeness and total lack of respect for a paying customer. I bought a set of brand new tires in October 2011 with a road hazard plus agreement. They mislead you into thinking you get a new tire if it cannot be fixed. My tire has a hole in it on the sidewall and they want to charge me 100$ what warranty. Tell people the truth. This particular sears is very unprofessional and needs a major overhaul. I am very dissatisfied this is the worst. Don't bring your car here unless absolutely necessary unless you are gluten for punishment and want to give your money away!!



Disclaimer: This complaint was submitted by wanda bell on 08/30/2013 at IP address 198.228.200.158 using our Sears complaint form. This opinions contained in this Sears customer review titled, "Misleading warranties" do not reflect the opinions of this website.

Of course our dehumidifier was on the recall list, sent the plug in and all information required, expecting to be reimbursed in full for their faulty product. WRONG. Seventyfive bucks and a twentyfive dollar discount coupon. RIPPOFF. No where in the information on recall was the amount of recall we would recieve. NOWHERE. Due to our basement being somewhat damp, we had to purchase a new unit pronto, and decided not to buy another Sears product to handle our task. Whoopie, a 75 dollar check toward a 300 dollar new unit. Payment in full should be expected from such a company.

I bought a Craftsman Model 28 75117 electric air compressor on 12/23/2008. I used it 7 times to pumpup the tires in my two car. on 10/8/2011, while using it, it vibrated, smoked, and then split in two. I discovered that the screws that held the motor to the compressor did not have any nuts or mechanism to lock them tight. Consequently, they backed themselves out via vibration. A poor design and safety hazard. It had a one year warranty. I did not get the extended warrany on this unit.

However, considering the reason why it failed I thought Sears would be embarrassed and exchange the unit. (They have a newly designed replacement unit 28 75121. I wonder why!) I talked with three different people at Sear's "Solution Center." What a waste. They aren't there to help loyal Sear's customers. Not to mention, they are rude. A great company is falling appart. It is sad.

I then purchased a Craftsman Drill/Light a few years back and the charger is no longer operating and has now rendered the unit graveyard ready. I went to the local store and they told me Sears no longer sells the charger for the 15.6 volt drill/light but I could buy a complete 15.6 volt drill/light with a charger - What? Can you kindly tell me why I can't buy the charger for my current drill.

Why is Sears selling power tolls and then quit handling replacement parts? I was told that Sears has had many complaints regarding this problem I would appreciate your quick responce regarding this problem . My neighbor across the street has the exact same problem. Sears is saying that I can't replace the charger but they would be happy to sell me a complete package with a charger .Very upset with Sears and Craftsman at this point. Thanks and will be waiting your responce

I had cataract surgery which resulted in having to have a new eyeglass prescription. I took my prescription to Sears Optical in Montgomery and a nightmare started to unfold from there. The employees that I had to deal with her so incompetent that I finally gave up. This was after they submitted my insurance forms to Viva Medicare incorrectly and this resulted in my benefits being denied. They actually were issued a $100.00 check which they were not entitled to, and never returned.

We had paid and had a receipt for the entire cost and after almost a year of going back numerous times for corrected insurance forms, we finally received the $100.00 that was due to us from the beginning. This did not result in them refunding the $100.00 that they had previously received in error. They couldn't get the codes right and this kept us from getting our check for almost a year. I realize you can't pay a Rocket Scientist to work in these positions, but at least give them enough training to perform the duties required.

We have been Sears customers since 1960 but we do not intend to ever buy anything from them again. AND, one pair of my glasses will not hold the lense. I finally stopped going back for that, too. Don't give me the excuse that it is an independent company and not a part of Sears. They are in your store and everything (receipts, etc) has your name on them.

On 02/25/2012 I purchased a self propelled lawn mower model #917370430 in less than a month it had to go into the shop. I t did not want to start, it kept stalling out within 30 seconds. I was told it had to much oil in the oil resevor. a month later it went back inot the shop for the same problem. now the mower will not start at all. I was told that it is due to low compression and that I probably had hit something. They said they would not honor the 2 year warranty, but if I paid 263 dollars they would fix the mower. I paid 285 dollars for the mower. They refuse to honor their own warranty. It is a 2 year warranty and I want my money back or a new mower. I have every intention of telling my 633 face book friends as welll as the Air Force reserve unit that I belong to, informing them of the failure to honor their waranty for their product.

I have been a customer of Sears for 60 of my 75 years I purchased 1000's of $ worth of merchandise from Sears .When I had my own construction company I bought Craftsman hand a power tools. Also used Sears major appliances in kitchens I constructed. Now at age 75 and want credit approval to purchase a new tv ,you allow Experian to dictate to you about a customer you had for 60 years . I have had mortgages on several homes , home equity loans personal loans and recently a reputable local furniture store gave me 6 months to pay on furniture I purchased. I am never late on my rent or any other monthly bills . I bank with Wells Fargo and am sure I can get a personal loan with them I thought renewing my credit with Sears would be possible . Be assured that business with you and Kmart will cease , as there are many retailers who would welcome my business. Finally , I will no longer encourage any want to shop at Sears Your former satisfied customer. Robert H. Clarke

I was attending a Christmas party and needed a $75 gift card that I could print online because I did not have enough time to stop and get one. Sears advertised that you could buy the gift card and within one hour print out a copy of it for the gift. I ordered one online. After a little more than an hour I received an email stating that they "may need more time to process and might need to contact me. I paid with Paypal, so there could not have been a problem with the transaction.

After 3 hours and no luck, I called the help number from the email and had to provide tons of information about my purchase. The call obviously went to India as the person had to have me repeat myself several times as I did for her to repeat to me to understand. She then passed me to the finance department and they asked me all the same questions again and did not even know why I was calling, so I had to tell the story all over again.

Ultimately, she said the gift card had not even been processed yet because they were behind. This is a total failure in advertising something you could not deliver. I would have done much better elsewhere and will make sure I shop elsewhere in the future. My transaction number was 439905557 on 8 December 2012.

On April 2nd I made two purchases on Sears.com. Shortly after ordering I received an email advising that my order was cancelled. I called Customer Service and was told that I needed to speak to the Fraud Dept to whom they transferred me. I then spoke to a lady named Kristy who was very unhelpful and advised that my orders were cancelled due to fraudulent activity reported by the credit card company. I was instructed to call Citibank. I called them and was told that they did not show anything was wrong on their end. All they saw was that the amounts charged to my cards were cancelled by Sears. I called Sears back and spoke to a representative who once again transferred me to the security department. I then spoke to someone who told me since I had reported fraud previously (which I did not) my account was locked. When I tried to explain that this was not the case he asked me if I was going to let him explain or continue talking over him. I told him to put his supervisor on the phone. He then put me on hold. After 5 min he came back and told me that his supervisor was at lunch and I had to wait 15 min for him to get back. When I asked to speak to someone else he put me back on hold and never returned to the line. I then called back and got another rep who finally transferred me to her supervisor. This person, although nice, was completely clueless and transferred me back to security. The fraud rep that picked up the line told me that I was now banned from ever ordering online and going forward all purchases had to be made in the store???!!! I asked for his manager who got in the line and told me that I had numerous red flags on my account but he could not provide me with the details due to privacy. Really?? I am beyond frustrated and upset. I need someone to resolve this issue ASAP!!!

I purchased a 7.25 Platinum Craftsman push lawn mower within the last two years. The carburetor has broken down 3 times despite the fact that I drain the fuel after each use. The 3 breakdowns have occurred within 6 months (February, June, and August of 2013.) My warranty is good till March 2014.The Sears repair center repaired it twice but are refusing to replace the carburetor the third time stating that it was due to stale fuel. I know three friends who are having the same issue with their Craftsman lawnmowers and with the Sears Repair center. I spoke to a lawnmower mechanic who stated that gas does not go stale in a month and a half which is what Sears technicians are claiming, despite the fact that I drain the fuel with a syphon pump that I bought at Sears.

I purchased my lawnmower for $350.00 thinking it was top of the line and would not have any problems since I grew up with my father always buying reliable Craftsman products. I guess Craftsman is not reliable like it used to be, or Sears repair is a scam, blaming customers for defective merchandise. Regardless I am disappointed with Craftsman and SEARS repair service. They are charging me $138.00 to repair it, for that money I would rather purchase a new Murray lawnmower at Wal Mart, who has excellent customer service.

About a month ago I sent you all an email regarding a washer that I purchased in April/May timeframe and then paid in full on June 13, 2012. I sent it via the Sears Ingram website therefore it may not have reached the actual complaint department. In that email I explained that I went into the Sears at Ingram and specifically told the Sears cashier that I wanted to pay for the washer in full. Since I had not received a bill from Sears which I thought was because it was purchased during a special buy where there was a no interest bargain, I requested that I wanted to speak to a manager. I told the manager that I wanted to pay for the washer in full; I was told that my balance was $488.70 which is what I paid. Now for the past 3 or 4 months I am getting bills from Sears stating that I still have a balance. This matter needs to be cleared up on your end since I paid for the washer in full. I should not be harassed regarding this. I have always believed that Sears was a great place to buy merchandise but this experience has definitely been horrible.

I made an appt to have my dryer serviced on 1/13/13. I made an appt for 1/15/13 and a window from 1-5 which I feel is really unacceptable. but whatever, then i had received a time from 3-4:30 which was fine. then i called again at 5pm and was told that the tech was running late and my appt was the very next and he was on his way. then at 7:pm i called again, after being on hold for at least 20 min i was told that the appt was rescheduled and the tech went home!!!! I feel that this is very, very poor customer service and then to top it off after i cancelled the appointment that was rescheduled for me on their behalf the customer service rep wanted for me to make an appt for a free home consultation for remodeling! what is that about? I'm done with SEARS and having a local company to come and fix y dryer.

Hello Sears, I need your help. On October 02, 2011 I purchased a Kenmore Elite water softener off the internet and picked it up at my local store in Maplewood, MN. When I was unpacking the softener I found a small piece of plastic that broke off some part in the softener. I called Sears to let them know what I had found and Sears said, they would replace it when I found out where the small piece came from. After completing the installation I found the plastic piece fit onto the end of the plastic strap in the attached photo.

I though this was great, I will just look up the part number and call Sears to get a replacement part. Not so fast the part is not in the manual and no one at Sears direct parts could find it either. ( No one I talked to on the phone or at Sears knows what the purpose of the strap.) Sears did send me a new top cover hoping the plastic strap would come with it but it doesn't not. Sears also wanted to send me a new water softerner but I said , no all I want is to replace the broken strap.

So Please look at the photo attached and determine what is the part, what is it used for, and finally do I need it, If I do please send me one or send me the part number so I can get one from warranty.

To whom it may concern, I have been an avid Sears/Craftsman owner my whole life. The majority of my power tools, hand-held tools, and lawn care equipment bare the Craftsman name. That being states, alas, my dedication to the name has just been tarnished due to one of the worst service experiences I have ever participated. Approximately 5 weeks ago, I brought my Craftsman chainsaw into the local repair location in Shreveport, LA, to have an annual check-up/tune-up performed. I also asked to have the unit upgraded from an 18” bar to a 20” bar.

While awaiting to speak to the attendant, I noticed an irate customer speaking to her and overheard his bad experience with your service department. The attendant eventually took my information and shipped the chainsaw.
About a week later, I received a call from the service department scheduled to work on the saw. The person stated that they could not upgrade my unit to a 20” bar. When I questioned this person about why Sears sells a 20” upgrade kit at the local Sears repair location that specifically indicates fits my model number, they stated that I’d need to change several other parts for a successful fit (I later found out, this is truly NOT the case at all).

I then asked the individual if they could sharpen my chain for me and was informed that they do not do that; they only replace chains. So, I informed them to do so. Almost two weeks later, I had not heard from the local Sears store as to the whereabouts of my chainsaw, as I was specifically informed that they’d call me when the unit arrived back in Shreveport, LA. I called the local store to be told that they had the unit for almost a week, but had failed to call.

After paying the $74 charge, I picked up the saw and attempted to utilize the saw that afternoon. However, after about 10-minutes of usage, the saw started smoking so badly, I had to cease all activity. A few days later, I had the opportunity to bring the saw back to the local shop. After returning to the local store, I felt the attendant immediately had an attitude with me when I attempted to explain the situation. When she finally took the time to get on her computer, she snarled, “So, what’s SUPPOSED to be wrong with it?”

This somewhat infuriated my wife and I, as we had just taken the time to explain the dilemma with no attempt by the attendant to document the concerns during the conversation. The attendant took my saw and shipped once again. A few days later, I received a call from the repair department stating that my saw needed several repairs to include the oil pump which would cost an additional $83. Taken aback, I asked the repair department attendant how this could have happened within the short span of having the unit tuned-up.

She informed me that they only replaced the chain and installed a spark plug. I asked if $74 was the going rate for a new chain and spark plug and she stated, “Yes, with the labor involved.” I could have personally completed the same actions for less than $30. She further stated that the new repairs ONLY included parts, but would not include labor. I then pondered why, if they didn’t conclude any internal fault, they would not be charging labor on such a repair, as they did on the previous submission.

At this time, $157 would have gone well against a newer chainsaw. However, there was absolutely NOTHING wrong with mine…my mistake was attempting some sort of preventive maintenance with Sears and/or its affiliates. I have informed the maintenance department to return my chainsaw WITHOUT repair, as this issue cannot feasibly be considered quality service by any measure. With this, I digress to state I will no longer support the Craftsman name within my own residence, nor abroad. This event is unacceptable, and simply cannot be tolerated.

I went shopping at Sears yesterday and could not believe that your store does not carry dresses for short people. I do not understand this at all as we need dresses as well as the tall people. We have to drive a distance to get to a Sears store and I was very disappointed that the store did not have a dress for me. I for one will not shop at Sears again unless the store starts supplying dresses for us short people. I hope you get many emails regarding this as I was shocked when I couldn't find any that would fit me and I just need them to wear to church, not a fancy party dress. Thank you.

Madelyn Brooke

My intial contact with sears 18004myhome repair services for my washer was in 12-30-2012. I have had several repair tehs come out to repair my washer with no success. I am very dissapointed and disgusted at this point. I have ontacted customer service for several reasons the fact that I made a repair ppt on 04 06 2013 and someone took the lberty to change that without any consultatation I called customer service and requested a supervior and was disconnected. I honored the appt took off from work and still no running washer and it is worse than when we started. The washer is now leaking and not even running! I am ery discouraged and will never deal with sears again! rest assure I will let my family members and friends know about this horrible experience!!!!!!!

Hello I took my family to the Sears photo department today for photos and I am completely outraged by the professional performance of your staff. I made a 530 pm appointment to get photos done, seeing as I have a 3 month old child we showed up early so she would be well rested and happy.

We were not taken back until close to 630, as if that wasn't bad enough, once taken back the room was not set up for us, my boyfriend had to assist with the set up just to get us in and able to shoot! Afterwards we asked to have a family photo done and then my daughters pictures to be taken with the
Christmas background, which did not happen.

The Sears lady who was taking our photos, I'm unsure of her name, was complaining about the other employees, yelling out the room to other staff members and had her thing underwear out the entire time. I was horribly affected. Once the shoot was done she informed us to return back in 20 mins to see out enhanced photos. To be kind we gave her two hours, seeing as we could walk around and see Santa.

When she returned at 830 pm, our photos were still not done, and we received an attitude because we came back. Once looking at the photos we asked how much it would be to purchase the CD with the photos on it, the lady then told us the price and tried to get us to buy the photos unenhanced and said we could do them at home!?

Why would I pay your company to do something at home by myself? I digress, then afterwards she asked me to schedule an appointment tomorrow to look at my photos and said " this way if you make an appointment this time you won't have to wait" as if we didn't have an appointment this time???!

The lady also took the liberty to inform us about her child that has past away which made both my boyfriend and I very uncomfortable. I am outraged by the procedures and actions they took. I wanted to inform Sears before you loose anymore customers. Thank you for your time.

Back in March of this year while shopping in your Nanuet New York store, I was approached by one of your Sears employees who politely solicited me for the replacement of house front doors, as this was something I was considering doing I rendered my personal information to be contacted by a sales man. Your sales man Dave Ellis contacted me and a home appointment was set up. Dave arrived on April 6th was polite, informative, and sold me a double front door set with installation. Approximately two and a half weeks later Dave called me to inform me the door set I had purchased was discontinued (a sales man selling a discontinued product?). Mistakes happen and a revised contract was drawn up to reflect a change in the door style. On June 4th a Sears contracted company arrived as scheduled and brought the front doors to the rear of my house for installation (I became concerned with their ability to do the job correctly).

They removed the appropriate front doors and installed the new ones, I immediately identified the job as poor and unsatisfactory work, the locking mechanism on the main door was broken, the remedy was to change it off with the secondary door, viewing the doors from the interior of my home I see day light peeking through, the exterior molding was destroyed, and from the interior the moldings are lopsided. This information was immediately conveyed to Dave Ellis and Yevette Manager at you New Rochelle Office. After numerous communications and unreturned calls Yevette has shown an unwillingness to correct this problem. I have been told the hold up was the purchasing of the exterior molding, and should be in shortly, when finally another Sears contractor arrived (late August) he only knew there was an installation problem, he concurred with it and new measurements were taken, and the molding would need to be ordered.

This as been going on for three months now, with little if any cooperation from your New Rochelle office, how much more patience am I supposed to display? As the colder weather arrives I am sure you understand my concerns to have this corrected, hopefully I will get some results with this complaint, if not the only resolution I can see is to have a contractor hired by me correct this problem and debit the balance of the monies still owed to Sears. I need some help here, thank you.

I paid for and ordered an Electrolux washer on 10/13/12 from your store #4057 -5901 Griggs Rd. Houston Tx 77023. I came back on 10/22/12 to pick it up and brought it back to my office. I unpacked it and took all of the shipping screws out, plugged it in and couldn't get the drum to spin. I called the help line for Electrolux and after trying to trouble shoot it, they told me to get a hold of the store that sold it to me. I called your store and after the girl going back and forth to my call several times, she told me she couldn't help me. I told her that I needed to speak to the Manager. A manager by the name of Daniel got on the phone and told me that he would order me another washer and have it delivered today 10/29/12.

I just called the store back and the girl told me that I had to call the delivery ctr. After being on hold with them for 30 minutes, they turned me back over to what sounded like the same girl that told me she couldn’t help me the 1st time. This time she tells me that I would have to wait another week and I would have to pay for the delivery. I told her that I needed to speak to another manager. She gave me to Daniel again. He told me that he couldnt help me. I told him that I wanted to speak to his District Manager. He told me that he couldn’t give out his phone number. The bottom line is I purchased this thing and have to wait on delivery a month before I will see it delivered if they don't screw it up again! 

I am not a Happy Customer .To start with I had put the wrong apartment Number on my Order .So went I discovered my mistake I called Sears and Agent ID told me she would redirect my order to the correct apartment. Ok then a few days go by and its time for it to be delivered a day or two before Christmas 2011. So I checked its status and it said it had been delivered..guess what not to me it went to the apartment that I had Called Sears about,that Agent told me had been changed.Well then I called UPS and ask where my package was and I explained that it had been redirected from sears to come to my address.

UPS told me that there had not been a redirect on that package and it was not there problem I had to call sears so agent Lied To Me. So what was I to do Agent was messing up My Christmas .It was going to take a week to get it all fixed, so I went to that apartment that had my mail and ask her if she had a package with my name on it .She said she did and gave it to me. I returned to my apartment to inspect my package and I could not believe what I saw.The Lady that had my mail OPENED MY PACKAGE IT WAS TAPED ALL THE WAY AROUND IT.SHE OPENED MY MAIL.

That is the main reason I am upset with Agent because She did not do her job I feel violated and upset about having to chase my package down and then it was opened up by a neighbor.....Signed Unhappy Customer Who Sears Needs To Reture My Shipping Charges because I had to Go Through This....

I have been a Sears customer for many years and our house and garage are full of Sears products. Lately when we are shopping, you can't get waited on. We purchased a hot water heater on 7/29/11. We stood and waited for somone to wait on us. We were even told they called and someone would be with us soon. They never showed up. A sales clerk from the washer/dryer department saw that we had been waiting for a long time and came over to help us as we were just leaving to go somewhere else. We ended up buying your product and had it installed.

We had heard that it was possible we could get a rebate from Consumers Energy so I checked into it and was told I had to find out if it was installed by a contractor that was a part of this with Consumers. I have tried to contact this department. I was told by an automated message that all sales personal were busy with costomers and would call me back within an hour. That was 10:30 am this morning. I called a second time at 1:55 pm and got the same message. I left my number again, telling them this is my second call. No one called me back yet and it's 2:30 PM.

This is a good way to loose customers and we were about to leave that day. I would appreciate it if I could get a call on the information I wanted to ask and what has been going on here.

I purchased an LG washer in March 2011. It quit working on January 15, 2013. I called Sears repairs and got an appointment for January 15. The technician did actually show up, said that the pump had broken and that a part would have to be ordered. The part showed up promptly, but I could not get another repair appointment until January 25 (today). Someone called this afternoon and canceled the appointment.

Reason given: hazardous weather (not true - weather was not hazardous). He said the would call back with a new appointment date. In the meantime, I called Sears repair (the MYHOME number) and promptly got cut off. Finally, after three calls and being shuffled around among four "service(?)" representatives I managed to get the appointment rescheduled for January 26th.

Shortly after that the guy who canceled on me originally with the "weather" excuse called to say he thought he could reschedule me for January 28th. This time he didn't use the "weather" excuse but said that the technician had hurt himself. So who knows when a technician will show up. I have been without a washer now for almost two weeks.

It is bad enough to have a washer break down less than two years after purchase. It is unacceptable to wait almost two weeks to get it fixed (assuming that the technicians show up tomorrow).

Needless to say, I will not purchase anything else from Sears, ever.

On Monday January 21, 2013 approximately 11:00 am, I called your Service department to order a Hot water tank for a house that we just purchased. We couldn't stop the leaking, so we decided to have a new one put in. I have been a customer of Sears for many years, so I trusted them.

Because of this reason, I was willing to pay a lot more money than other places I had checked. The ad said if called before noon, guaranteed to be installed the same day. I was so excited. I was told (after putting $652.96 on my Sears credit card) that I would receive a phone call to set it up within 2 hours. ( A few minutes later, I called to give the representative my cell phone number because I wouldn't have access to any other phone) I was told no problem.

Four hours later, I decided to call back and see why I hadn't been called. The gentleman that answered said he did not understand why this happened and put me on hold to check something out. He came back and apologized to me and said it would be delivered between 10 - 2 the next morning.

He nicely told me that the guarantee was broken so he was sending me a $50 gift card within 14 days. SO the next day I went over to the new house at 9:50 am. (which I might add we are doing repairs, so there is nothing in there) I decided to call and check on it around 11:30 am and was sent to 4 different people and the last one kept me on hold for 45 minutes.

The call totaled aprox. 1 hr. finally, someone got on and said, your Hot Water Tank is scheduled to be delivered between 1 and 3pm. I couldn't believe it. In the meantime I was asked by every representative what the address was and I said 18 Barone Circle Cheektowaga, NY 14225. SO, around 3:30 pm I called again, asking where the Hot water tank was.

I was sent again to 4 different people, and put on hold again and got cut off, this call was approx. 20 minutes long. I then called back and got the run around again. The representative asked me what the address was that it was going to, and I told him.

He said we don't have that address. I said, excuse me, I have told it to at least 8 people. He said no, we have 10 Estelle Drive (my now address). I never once mentioned 10 Estelle Drive.

He said I am going to have to put you on hold, I told him please don't they don't answer and I can't afford to be on hold again. WELL, there I was on hold for over 1 hour and when I hit 1 hr 9 minutes, I was losing my battery life. I got in my car, ran home and left the phone on I plugged the phone in while it was still on hold. I then noticed my answering machine was blinking (at home)..

It was a message stating that my Hot water tank would not be delivered until the next day. Turns out the installation people were given the wrong address and the wrong phone number. I contacted Sears Service Department again and told them that I was going to cancel the order. He said he would send me another $50 gift card, that was all he had authority to do.

I'm sorry, but anyone and everyone that missed two days would get that. I am so upset and stressed out over this situation.

I didn't cancel, because we were in the middle of putting new flooring in and needed the HWT in as soon as possible. I have never been so upset with a company. SEARS, wow, I cannot believe that I was put through all of this by SEARS. I don't believe that the installers are to blame, I believe it all stemmed on that first call. I don't know how this can be made right, but I definitely deserve some king of restitution.

I might add, I am affected with Mitochondrial Disease which helps STRESS deplete energy. I have not been able to physically function for days, mainly because of this situation. ALSO, I had 11 days left on my calendar for my cell phone and only a few minutes left for the month because of being on the phone with sears on hold 1hr 54 minutes and talking to representatives approximately 1 hr 30 minutes beside meaning I lost 204 minutes. Sincerely, Linda Roesch

We ordered a treadmill from Sears and it was delivered yesterday, 4/11/13. We never received a phone call the night before to inform us of the two hour delivery window like we were told we should expect. We called the next morning to confirm delivery and it took 15 minutes for the service representitive to even find our delivery confirmation on the computer and they told us the window would be 12-2. However, at 10:30, I receive a phone call from delivery saying they will be there within the hour, which was great. However, they don't show up until after 2:00..... very upsetting as my husband ended up having to stay home from work for this. In addition, today 4/12/13, as we were leaving for work, we notice that the delivery team had left the whole treadmill box and garbage (box being over 6 ft long and 3 f t wide) hidden on the side of our house out of view. As it had been raining all the previous day, the box is now soaked and too heavy to move. We are very disgusted that the delivery team a. ) did not dispose of the garbage like Sears said they would. and b.) did not even inform us they were leaving it and c. ) hid the trash out of view on the side of our house!!! This is ridiculous and I guess a little consideration on their part is too much to ask.

I took a Sears Craftman 3000 Power Washer in for repair for none preassure, charged $35.00 for service fee to find out their recommendation is to replace the pump with a new pump for $534.09 plus sales tax. Asked what was wrong with the pump, no comments where given or written down by the techinician I was told. Then, I asked why replace the pump if you don't know what is wrong? No resposnse. It is a joke to take anything to Sears for repair because all you are going to get is to buy a new part or product.....what a waste of time & money.

Buying Sears Craftmans machines are just as good as the Company which is going down hill and probably go out of business. Why is it so difficult to get ANY cooperation from sears repair service. I am ready to call our local news station and tell the to look into why we can't get parts or repair in a reasonable amount of time. This is my second email to advise you how unhappy We are. Several reasons We are upset, from horribly rude service reps to being forced to buying an unwanted service warranty. Could not pin your people down on a correct date of service to not being able to get the correct part.

The only person who could speak reasonably was the repair tech who showed up at our house only to find that the part had not even been ordered. Please refer to my previous e mail, and get someone to call me other than someone in India to tell me when my part will arrive and and when I can expect the repair to be completed. This is the most annoying repair I have ever requested. I also do not want to continue calling India just to be told the part s still on b/o.

I have so much to say that I'll apologize in advance for the length of my corsp. The history is this - last week I ordered an electric dryer on line - order # 286246324 - paid in full by credit card for dryer, removal and installation. I later learned that I should not have paid for installation as I don't need that on an electric dryer, but that's such a small portion of the issues here that I'll just quickly suggest that a nice feature on you site may have been to tell me that while I was ordering - rather than take the extra $ 129 dollars. So while ordering I took a date for delivery of Tuesday the 15th, and received a confirmation e-mail telling me I'd get an e-mail the night before with a window of delivery time.

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

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

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

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

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

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

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

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

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

I am hoping that this indeed is read and acted upon by someone at least as this ongoing saga continues since January 16, 2013. We have been steady consumers of Sears and have indeed referred our family as they immigrate to Canada and have spend over $25,000 cdn in home appliances. We purchased a Bosch cooktop about 4 years ago when we purchased a new home. This cooktop gave us trouble as it would keep showing error messages and it had come to that , that we had to switch the main circuit on and off whilst cooking – thus we called Sears as we were within the warranty period. We finally received a service visit from a technician who ostensibly fixed the problem. I then noticed that the timer had stopped working and the indicator light was not as in the original , so we called again. The technician came and tried to fix it but couldn’t. Then someone came again, this time when they left, the bridging component would come on and remain on despite being switched off thus posing a hazard and the big burner decided to completely give up. So another technician followed, he was on the phone with ostensibly Bosch and after an hour called me to tell me that the part installed was wrong, it was a fire hazard and they had installed a wrong component and he was swtiching off the main panel. He said that they had no idea when and how the part would come or work. Then I called customer service who asked me to speak to Lisa at Brampton home who was the only one authorised to give us a replacement. After much ado, she sent a replacement , unfortunately it was a complete range and not a cooktop so that didn’t help. I wa offered a loaner of a single burner which I had to pick up despite being told that they would deliver it. Then last Monday I called to speak to someone who could actually do something and was put on to supervisor Angelo who called back to say that it would be delivered that day. Nothing happened. I then called on Friday evening, very nice young man and he told me that Angelo would call me right away if not Monday. Today is Wednesday. No one called to cancel a Friday visit so my poor mother was downstairs waiting from 9am to 5pm in the hope that someone would arrive. I just called out of curiosity today and apparently a service visit is slated for this Friday and of course no one has called me to tell me that and they will call on Thursday expecting us to drop everything and be at home.

Is this a parody that doesn’t seem to end or is this normal service delivery. I am sorry I bought stuff from Sears believing in their service and I am sorry I recommended our neighbours and family who also spent in the thousands at Sears.

Meanwhile our family of six have incurred over $400 in eating out costs, and a complete wastage of raw vegetables and meats that we as indians like to cook. I don’t think that anything will be done. I am going to put this on social media so another family such as ours is not taken for a ride in the form of warranties and extended warranties. I am told that Sears does not replace such old purchases and so it continues.

We were supposed to get a delivery of our washer and dryer on feb 25th between 3-5pm. This item was bought on jan 12th. We waited for our delivery till 6pm. We called them several times after that with 30 to 1 hour intervals. The delivery department kept telling us to wait for it. After 9:30 i was sure they arent gonna deliver it today. But they never had the decency to call to let us know if they will be late or that they wont be able to deliver.

Finally they tell us they will now deliver it march 1st! Which is ridiculous! We also got hung up on twice! We were so angry! I asked to be compensated, they only offered a $25 dollar gift card! No thanks! You can keep your stupid $25!! I called again the next morning to see if they could deliver it sooner. Instead now they said they will deliver it march 2nd! Enough is enough! They obviously dont know what they were talking about!

At one point they even said, they dont have our product available and one person also said that they already delivered it to us! We wanted to cancel our order which was another insane production! We had to call twice! Hopefully they cancelled our order and HOPEFULLY we will get our refund!! I dont trust sears at all!! The service is awful! Extremely unprofessional!!!

The delivery departmenr is horrible! We are never buying anything from sears ever again!! We went to best buy to buy our washer amd dryer. It sucks that sears wasted our time with this! We bought this item more than a month ago! They had enough time to get their shit together and deliver our product! Obviously it was too much for them to handle! Never again! And we will make sure that everyone we know knows about our horrid experience from sears so they dont waste their time and money on sears either!

This 4th of July weekend, we went to Sears in Orange Park, FL to potentialy purchase a new cooktop for our kitchen. The sales rep was cordial and showed us the displays and attempted to answer our questions. We returned the next day, after researching various sources of the product we wanted, to work out a deal on the new cooktop. Since it was a major holiday and they advertised huge savings, we decided to purchase from Sears.

The cook top we decided on was made by Electrolux. We were quickly informed that Electrolux appliances were not part of the sale. We then asked them to price match the product with Lowe's since their advertised price was $300 less than Sears. The sales rep called his manager and then told us that Lowe's was losing their license to sell Electrolux and Sears would not honor the price match policy.

When we checked with Lowe's corporate (via their customer service line), we found that this was a lie. Sears just didn't want to price match and the Lowe's price was the suggested Electrolux suggested retail price. We questioned the sales rep and also asked for the manager and were told he was "out" (after allegedly answering the question from the salesman). Nothing bothers me more than someone lying to my face.

WE went to Lowe's and got the lower price and a 10% military discount.
Beware of doing business with Sears. They will not honor their "Blue Team" policy of price match + 10% of the difference. They will just lie about the competition and attempt to charge full price. Bad business!!

After 15 years of owner a kenmore washer and dryer I felt it was time for an upgrade in Dec. 2013, Seleced set with open drum for more washer space and more load capacity. I have been very disappointed at the wash, my clothes has to be washed 2 or 3 time to get the proper cleaning. Just the other day, in order to get better cleaning of clothes. After loading the washer I full a bucket with water and pour over the clothes in washer so that everthing gets wet and then detergent and then turn it on. Less water in new machine to wash in a bunch of bull. Try to return it on Aug 2014 only wanted to give me 10 discount. After me and my ole man brought $4,000 worth of merchandise.

I bought a snowblower at Sears used it one time and the gear lever broke returned it and wanted another one but they didn't have any in stock they were going to order me one but they said you can't order any because it's out of season it is January. when it snows and I don't understand why you don't have snow blowers I am very disappointed in Sears so now I'm with out a snowblower.

I am extremely disgusted with the repair and customer service we have received from Sears when our front loading washing machine broke down. When we purchased our home a few years ago, we purchased all of our stainless steel appliances from Sears. We purchased the double oven, stove top, refrigerator, dishwasher, microwave , washer and dryer. We also purchased extended warranty for all appliances except for microwave and dishwasher.

We started having issues with our washer and dryer and refrigerator as well and Sears fixed it but this time when our washer started leaking, that's when our nightmare began. They kept sending technicians out but washer kept leaking so they decided to order a whole new drum which according to the technician cost more than a new washer. Which I don't understand why Sears would want to waste money that way but we didn't care as long as our washer is fixed. So Sears out sourced the repair to an outside company and they kept our washer for 3 WEEKS!!!! They kept saying that the wrong part was ordered (3 times) which kept them from Fixing our washer. Meanwhile we had to go to a laundry mat twice a week, each time it was costing us $20.

After the 3 weeks go by any many phone conversation, they brought our washer back. I told them I had an appointment near by and if they call before thy come by, I will run home and let them in. Well they never called me and when I got home, my washer was IN MY BACK YARD!!!!! Needless to say, I was very upset and called these people back and they came and put washer back in my house. They then proceeded to tell me that I cannot use the washer because the hose that came with the parts ordered does NOT fit my washer. We had to go back and forth with Sears again to get the correct hose, had to wait for another week so this has been 4 WEEKS with no washer. They scheduled for a Sears technician to come out between 8am-5pm, I waited all day until 5:30pm, no one showed up.

I had to leave on an errand and when I came back, there was a note on my door that he came at 6:02pm and we weren't home. If they had just called, we would have waited. So we had to wait another week for a other technician to come out , this is now 5 WEEKS we are without our washer. So technician finally came ame lo and behold, the part they ordered was they wrong part AGAIN!!! So technician was talking back and forth with Sears recommending that we get a new washer but they said NO! so we waited another week for new drum kit to come, this is 6 WEEKS without washer. Technician came did the repair a couple of days ago, tested and it appears to be fine. We did 1 load of laundry and so far so good, did 2nd load of laundry and water spwewed EVERYWHERE!!! We have video if y'all need to see it. So we are out of a washer AGAIN! I have never in my life seen such incompetence and lack of caring from any company in my life. We will NEVER and I Repeat NEVER buy anything from Sears ever again.

I think you people are a bunch of crooks who take our money for warranty but do not deliver the service that you promise. I will NEVER USE YOUR COMPANY AGAIN and I will make sure that everyone we come in contact with know about your incompetence. We were promised $100 a month from Sears to do our laundry at laundry mat but we have not seen 1 cent because you are also liars on top of being incompetent. We are suppose to have a repair person come to fix our washer AGAIN tomorrow but I am sure not holding my breath that they would show up much less do the job right or even have the right parts. Something needs to be done immediately or you people will be losing a lot of customers, I know you have lost our patronage for sure!!
I can be reached if you want to bother talking to us. WE ARE STILL NOT ABLE TO USE OUR WASHER GOING ON 7 weeks!!

Particulars of a complaint to Sears over shoddy work, lies and the commission of possible fraud. Arrival of the Installers: We begin on the morning of 11/21/2014, a Friday. A tall, dark complected, ruddy faced man who makes no attempt to introduce himself shows up to install a stovetop and an oven purchased at Sears. He is alone. He asks to see the installation instructions, if any, we have already received. We provide them. After a brief period, Installer #1 says something like “Looks like your old oven is not the same size as the new one.” I wonder why, but I say, “Well, when will the new oven arrive?” He says his assistant is on the way. A brief period after that his assistant, Installer #2, a Mexican, drives up in a beat up truck. He has the new oven in the back, but he also offers no name. I wonder if his truck will leak oil on my new concrete driveway… I go back to the kitchen. As I enter, Installer #1 is breaking [not dismantling] the old lower oven door off by wrenching it back and forth until it literally falls off at the hinges.

The noise this makes is so loud my wife Cathy hears it all the way upstairs. There is no going back; I get the point. No one says much, but we all look more carefully at each other from this point on. I go out into the garden; Cathy flees back to the upstairs. Next, complicated things begin to happen. Installer #1, ruddy face, tells me the old oven electrical connection was on top, but the new one is on the bottom, so they have to extend the wiring, which will cost extra, something like $90.00. Also the new oven is too big to fit, so they have to enlarge two surfaces of the cabinet by making two saw cuts that cost $68.00 each. I complain about that expense for so little effort, but ruddy face insists Sears sets the prices. They are just independent installers.

They run into these problems all the time with Sear’s customers, implying Sears frequently sells stuff that doesn’t fit right. Gibberish about inches and dimensions are sprinkled randomly in but nothing seems to make much sense. Foolishly I take ruddy face at his word, because I know there is no going back. But I notice something important after they remove the old oven. The old wiring reaches all the way from the top to the bottom of the cabinet; so it’s obvious the electrical connection to the old oven was not at the top, but just like the new oven, at the bottom. I verify that by going out to the beat up truck to look at my old oven. Sure enough, the connection is at the bottom. They have lied to me. I immediately raise this issue with Installers #1and #2 who have followed me out to the truck. Now Installer #1 changes his story. The new problem is there was no junction box at the end of the old wiring connection so they had to add one. I say, “OK show me the packaging or wrapper for the junction box.”

They look at me long and hard, but show me nothing, because they apparently have nothing to show. Then Installer #1 says, “Are you accusing me of lying?” I say, “I asked to see the box or wrapping, remember?” Now the Mexican begins to jump in and we go round and round in the driveway, getting nowhere, and it’s two against one, so I say, prudently, “Go back in and complete the installation. We’ll settle this later.” When Installer #1 begins to saw the left and top sides of the cabinet with a reciprocating saw, I sit at the kitchen table to watch everything closely from then on. I notice the saw blade is either dull or too rough toothed, because ruddy face has to exert substantial force to hold the saw in position when he cuts upward instead of downward along the left side of the cabinet. I also notice the saw doesn’t cut straight and leaves a jagged edge all along both of the cuts. So, I tell both of them, “I want you to know I intend to file a complaint with the store manager about this entire incident, and you can both absolutely count on that. They say nothing, so I get up with my own tape measure and measure the height of the new oven where it must join or fit into the cabinetry. Then I measure the opening in the cabinetry.

There is the proof; the upper cut wasn’t necessary because there was 3/4th of an inch of clearance between the two. I tell them this, in nothing less than the most blunt and emphatic terms. They look at each other, questioningly, as if to suggest “What do we say now? Finally, the Mexican says, sort of apologetically, “I measured it twice.” They shrug but continue, and when they begin to insert the new oven into the cabinet, I see the long electrical line when they pull it out of the bottom of the new oven, to connect to the junction box at the end of the old electrical line which as I said reaches all the way to the bottom of the cabinet. It’s absolutely clear to me at this point that I’m being scammed. But there’s no going back unless I want to spend weeks, maybe months, in a kitchen without a stove or an oven.

So I say nothing. They huff and puff and finally get the new oven in. Then everybody sees the jagged edge of the saw cut above the oven, because the wood removal wasn’t necessary in the first place. I throw a fit all over again. But all ruddy face says is,”OK, we won’t charge you for that cut.” Since further communication on my part seems pointless, I sit there as they rush to complete the installation by pounding in shims to raise the oven to cover the damage ruddy face has agreed not to charge me for. I just want them out of my face, my kitchen, my house, my life. So I write a check for $148.00, and ask for a receipt, which ruddy face says I’ll get in an email online, but I never do, no matter how hard I try and how much I complain for over a month… It is only later that I remember the quality of their voices and remarks, which were oddly brief or abrupt, but convincing and decisive. Why? Because they were practiced, and confident. I suspect their game has been perfected over a long period of time, with many other Sears customers…

I took my 2 vacumes in to get fixed before my warranty runs out. Found out the repair store i go to was closed and no longer there. So i ch ecked online and found a place to take it which ended up being the seatac mall.I go into the sears and they tell me they no longer fix small items, they send them thru UPS to TEXAS. So now im at the UPS store and it costs 49$ just to package 1 up and 97$ to send it plus the same amount to send it back...How is this saving anybody any money. They could of gave me 2 brand new vacumes for the price sears is paying to ship elsewhere...I will think twice before buying anything at sears and buying warrantys too..

I ordered a pair of reebok men's sneakers bb4500, when the order was received at my home today,one sneaker still had the security plastic device hooked to the eyelit which I was unable to remove,so my wife had to make a special trip to the nearest Sears store to get them to remove it. I'm Not very pleased as I think whoever packed the order didn't know the inconvenience that their error caused a loyal Sears customer who is disabled. I Will no longer do any future business with Sears mail order. I will let others who want to order from you to be careful, hopefully they won't have any problems such as I encountered.

Seeing this is the same problem, kenmore stoves had in 2009 ,this seems like sear/kenwood has still not fix the PROBLEM. When my wife was baking dinner ,she hadn,t relized , that the broiler element was on until the smoke detecters alerted her.The complete dinner was ruin!We then discovered the broiler element comes on when you select bake . the elemen stays red HOT! WE shouldnot have to pay for a known problem of your Kemore range.THE cost to us was around 250 dollers. ABSURD!!!! The repair man was prompt But hesitant to say the control board had burnt or shorted out. I saw the burnt part after checking it ,when being given it to be disposed of.The control panel had been wraped to conceal the problem.

To whom this makes it to at Sears. My wife had been talking about the fitted car mats so much I had to order them even though we could not afford them. Because it would be the only gift” why not.” I reluctantly placed this order for a birthday gift for my wife on 2/12/14; I had a very competent customer service rep that informed me that this order would get to me in time for my wife’s birthday which was on 3/3/14. After that conversation things went downhill. I had the most difficult time getting answers after I received an email stating that I would be sent another email within a few days with the date to pick up the package at Sears.

I waited and waited for the follow up email to come (no email) before I called your customer service department and got the run around regarding the wrong tracking number. I called back a week later and was told that an inquiry could be done to rectify the missing order. By this time her birthday had passed. I eventually received the order much too late for the surprise birthday gift I wanted to give my wife. Before all of this occurred I had completed a survey giving Sears thumbs up in all of the areas that were asked on the survey. I only wish I could have been sent the survey now so I could say how I really feel.

As you have in your email below – You (as a company) made the mistake in pricing so I believe you should stand behind what you sold the bedspread to me for. If I had gone to your store and purchase it then how would you take it back? The bedspread online purchase is the same as going into your store. You took my money thus the bedspread is mine. I am still hoping that you will do the right thing, instead of me making a complaint to the Better Business Bureau and using any other online sites that takes complaints on businesses. I will tell my story of how Sears advertises things at a certain price and then they refuse to send the item that you have purchased. If you are going to treat good customers this way it is no wonder that Sears is in trouble and struggling to stay in business. Please do the right thing and sent my order#644619990.

Three times I traveled to Sears. Monday in Warwick RI where I charged a microwave. When I went to the Merchandiise pickup they said they were out of order for that one.. Went back to the store to return the receipt from my charge. Tuesday went to Emerald Mall in Ma. bought one came home opened the box and found the corner dented. Called Sears in Warwick today and they said the new model( because the one I had was a discontinued model) is in stock for the same price. I asked the clerk to check and see if all was exactly the same and she said yes. I wanted 1.2 capacity with 1200 watts.. I went the third time 30 miles now it was 90 miles and still not what was what was suppose to be. The cleck said when I called her back to tell her it was 1100 watts 100 watts isn’t that much to make a fuss over. It isn’t up to her to tell me to be satisfied with 100 watts less. She should give the exact information. I am 83 yrs old very tired and miiserable with what I have to go through by myself.
Also yesterday three quarter of the floor the micro’s were on they wasn’t one person to ask where to go.

New system installed and washer not working properly when your installers delivered them. Waited 8 days for delivery then said it would be 2 weeks before someone would come to see why it didn’t work properly. It never worked and u tried to report it within 4 hours of installation. I do not think this is exceptable

Our refrigerator, Kenmore Elite, stopped working on March 24. A Sears tech came out on March 26 ordered a new part, and scheduled a new appointment for April 2. On April 1 we found out the part would not arrive in time for installation today and rescheduled for Thursday the 4th.

Today we found out the part hasn’t shipped and the parts section doesn’t know when it will. We upgraded? Our entire kitchen to Kenmore Elite appliances and have had issues with all of them. By the time this is fixed we will be without a refrigerator over two weeks. I think you owe us a new refrigerator.

We had to return a gas range after having it only one year under the lemon law. When we went to purchase another range we were finally referred to your Gilbert store because we were told by a Mr. Mark Maxwell this was the store to see high end ranges. Mr. Maxwell was our only pleasant experience, so helpful, knowledgeable and certainly an asset to Sears.

When we traveled to Gilbert the only range to see was the exact duplicate of the range we had trouble with for over 1 year, obviously we did not want to purchase it again. We finally decided to upgrade and purchase a range that was over $500.00 more than the credit from our first purchase. I had been sent a coupon for a refund of $100.00 for anyting over, I believe, a $1,000.00 purchase (I actually think we qualified since that money was simply applied from our first purcase). However, I was told we could not receive this credit, not sure why. I then inquired why we did not receive the $50.00 credit since we had just spent over $500.00 at this store. No answer was given and no credit as well.

I am sure you will be able to tell that we have spent quite a bit at Sears and do not appreciate the attitude of the saleswomen or the lack of assistance to aid in replacing this lemon! We lost time from work, we lost the range over the holidays and it was a problem we should not have incurred given our investment to avoid this very scenario.