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Sears

Customer Service Ratings and Comments

Sears is ranked #142 out of the 219 companies that have a CustomerServiceScoreboard.com rating with an overall score of 31.46 out of a possible 200. This score rates Sears customer service and customer support as Disappointing.

NEGATIVE Comments

234 Negative Comments out of 247 Total Comments is 94.74%.

POSITIVE Comments

13 Positive Comments out of 247 Total Comments is 5.26%.

Issue Resolution

Reachability

Cancellation

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Product Knowledge

Disappointing Overall Customer Service Rating
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  • I bought a Kenmore frige/freezer, in less then two months it went bad, the repairman said it had been worked on before. I thought I was buying a new fridge with a dent on it that is why it was on cleareance. The manage I talk pretty much told me I should have been happy with the deal I got. Told me I needed to talk to the sales associate, about not disclosing that it was worked on.

    sold bad 2/8/10 6:18PM

  • It is Monday,February 8,2010 and I just left the Sears store in Ash Flat Arkansas where I had 30 minutes ago bought a filter for my refrigerator - it was not the same one so I took it back - unopened-and the manager said he would not take it back nor give back my money. He said there was a policy about water filters being returned and I could understand that if it had been posted - it wasn't and - if the box had been opened - but it was not. The manager was very rude - I will never buy anything from that store again and from Sears if I don't get a response from this. Two years ago I built a new house and bought all kenmore appliances but I will not put them in my next one if this matter isn't resolved. I wrote a check for $54.19 for a filter and that is nothing compared to appliances but the fact of the matter is the man was VERY rude and I want some satisfaction.

    Disgruntled in Ash Flat Arkansas

    Jeanne Perryman 2/8/10 1:24PM

  • Sears sent a repair "specialist" to our home to look at our snow blower. Sears charged $109, but didn't have the part in stock. Sears is unable to find a part from their suppliers. This happened The middle of Dec. 09 and it is now Feb. 2010. We live in Anchorage, Alaska. At this time it is again snowing and my husband is shoveling our driveway. We did not want to lose the money for the home service call. Unfortunately, there has been little or no service and we have had to call for any updates on the part. When I call the parts and service number, I can barely understand the Sears operator-she must spell the words just to communicate. The local Anchorage numbers ring, but no one is answering? I challenge the Sears Corp Offices, does anyone out there care about the customer anymore? You have my email-I am waiting for a response.

    Nancy Hansen
    Anchorage, Alaska

    Anonymous 2/6/10 6:47PM

  • Zero customer service. Lied to us when we bought a refrigerator, lied to us when they said they would fix it, and lied to us when they said they would take it back. I will never step inside a Sears store again.

    Anonymous 2/6/10 9:14AM

  • The dryer on my Maytag washer/dryer unit stopped working over 2 months ago. The last week of January 2010, a repair man finally came. He took the dryer apart and determined that Sears had not done the initial installation properly, causing the unit to over heat and finally just burn up. When I bought this unit from Sears at a retail store, I was told that indeed their delivery/installation people would and could install it, even though it was a gas dryer. When the unit was delivered, the persons who came informed me that they could not 'mess' with any gas installation and left. I had to call another company and pay them to connect the gas line. That was ALL they did, of course it cost me. There was no way of knowing that Sears did not correctly install the venting system. Sears has seen the last dollar from me for ANYTHING. The service stinks and apparently the personnel in the stores and doing delivery and service are not any better!

    PJF 2/5/10 9:42AM

  • I HAD MMY SNOWBLOWER SERVICED 1 MONTH AGO BECAUSE IT WAS LEAKING GAS.THIS IS THE FIRST SIGNIFICANT SNOW SO I WENT TO START IT UP AND IT WAS LEAKING GAS FROM THE SAME PLACE AND THE FROM THE PIMER TOO.THAT WAS A WASTE OF $75.NOW THEY WON"T EVEN ANSWER OR RETURN MY CALLS.

    Anonymous 2/5/10 8:51AM

  • On December 19, 2009, I placed an online order with Sears for several items. My order confirmation stated that deliver would be on the 28th of December. These items were suppose to be Christmas gifts, but never arrived. Sears has a very bad policy of charging your credit card before the items are shipped and does not honor its refund policy. In other words it operates with double standards. My account was charged as soon as that order was placed. After not receiving my order I phoned the customer service department on 12/28, 29, 1/4, 1/8, 1/13 and 2/2. On January 4, 2010, I cancelled my order stating I wanted my account credited. I have been told numerous times that my account would be credited and it still has not been credited. I was told that it takes 3-5 business days and/or 24 hours. Before we even got to the point of a refund, I was told that my items were being shipped from another store, and that store finally admitted to not having the items in stock and did not know when they would have them in stock. In fact the other store stated that the items were not in stock when the order was placed. That did not stop Sears from charging my account and then sending me an email stating that the items were out of stock. Each representative I spoke with took notes and promised that their investigative department was investigating the problem and that someone would be in touch with me. With each phone call I was told something different and empty promises and assurances were made. It is no wonder that Sears’ quality and service is not only unbelievable, but is a disgrace to the profession of service and quality customer service.

    Anonymous 2/2/10 1:45PM

  • I have been a loyal customer for over 20 years and have spend well over $10,000 on appliances with SEARS. I WILL NEVER USE SEARS AGAIN. I purchased a hot water heater 5 years ago and after 2 years the burner had to be replaced. Now the burner assembly needs replacing. I have been told by SEARS parts ordering department that I can't get the part federal expressed to me even if I pay shipping. I have been without hot water for over a week with a sick child and 2 elderly parents in the frozen North East. SEARS parts department does not care and cheerfully tell me they can't do anything. I have news for them; the fact that they are cheerful does not make their callousness acceptable. Sears advertises that they can install a new heater in 24 hours. SEARS CAN PUT A NEW ONE IN IN 24 HOURS AND CAN'T GET ME A PART IN A WEEK=ARE YOU KIDDING!!!. I firmly believe that SEARS took my money and then have no motivation to provide service or stand behind their product. I will now use Lowes or HomeDepot or anyone else. My parents always told me and my siblings to use SEARS but no more. Sears will not even give me the ups tracking number at least I can see if UPS is willing to help me. What is the point of having anyone on the phone if they don't care and don't have any information.

    CUSTOMER LOST 2/2/10 8:46AM

  • Bob C, You might have the answer to the now on going problem that I'm having. I purchased items from Sears, I wish I had read all of the complaints that I am reading now BEFORE I ordered online. Maybe a class action suit is what's needed. I don't like Sears taking my money and not producing the goods. I bought from Sears and gave them my credit card info in good faithand now I feel cheated and used. But, I will expose Sears on the News If I have to. I can not and will not be cheated or used by any company. To buy and beg(which is the way I,m starting to feel), is TOTALLY out of the question! DAR

    Anonymous 2/1/10 7:26PM

  • In the past 3 years i purchased over 10K worth of appliances/tvs from sears. the oven,refer,washer,dryer all needed repair within 2 yrs. service was hard to get and in the washer/dryer it was cheaper to buy new items than repair. horrible. now comes a $625.00 tv 1yr 11 days old . sears response "sorry" it is over by 11 days. lousy customer service from the store manager, and after a huge struggle with numerous phone call i was able to secure some financial assistance with the parts 50% of the cost i pay for everything else. terrible. as a customer GOODBYE sears , i wont ever spend a penny in your outdated old fashioned store again , i dont think you will last another 5 years you are out of touch with your service and customers. susan in hilo hawaii

    susan 1/30/10 4:44PM

  • I feel for the people who have major appliances held ransom by Sears. My issue is a simple gift card. Ordered on line with the gift card. Was notified that the product was not available. One month and still counting to get a refund on the card. First they just blew it off, then thought it was a credit card. The latest offer is to just send me a check, I'm good with that but will not be holding my breath. Over 40 years as a customer and they lose me over 89 bucks. I will be amazed if they make it another five years at this level of incompetence.

    oldster 1/29/10 5:04PM

  • I tried to buy a 65 inch Panasonic Plasma television from sears, bing cashback option of 20% but both times, Sears cancels the order for "not in stock" although clearly their web site states that the unit is available when I ordered. They come back with a measly "we can offer you 5% off" Go back to Bing.com and sure enough, there 20% cashback offer is now 8%. Again a scan that they don't want to stand up to their promises. Customer service can't help or won't help!!!!

    Tim 1/26/10 5:14PM

  • Wait till you find out they will come without any parts. First trip = diagnosis, then 2-4 week wait for the parts, then schedule 2nd trip for installations of parts. Took them 5 or six weeks to fix my stove. Very lame service. I was as sucker to buy from sears. A SearSucker.

    Searsucker 1/26/10 1:13PM

  • To Whom it May Concern :
    Today My Wife had to contact Your Customer Service. The reason being Our Gas Range which We purchased New in June of '09 developed a propane leak in the area of the burner control valve,(very slight,but never the less,A Leak !). We were first told by some women that,"We would have to first have our propane carrier verify that the leak is,in fact,coming from the range.",This would "have"to be done "before" any Warranty work could be done !. We hung up only to call back to ask if the service call from Our carrier would be covered under the Warranty? This call was handled by a man who told Us "None of that was needed",We explained to Him the situation. After finally getting Him to understand that We are a private home and We simply turned off our propane valve , He set us up with a service date, One Week and a Day from now !!!. We are a Family of 5 and rely on that range. It's totally unacceptable,You buy a new appliance,it has a "minor" problem,and it's Useless for Over A Week !!!. Only to top off that the 2 different warranty handlers had 2 different stories !!.Can You Not do Better!!. Help !.

    Disappointed 1/26/10 10:40AM

  • Trying to get someone to help you at Sears is completely useless and agravating! I bought a new gas dryer that needed a conversion kit with it to convert to propane for our house. The salesman promised the kit would be delivered with the new dryer. No kit came with the new dryer delivery but the delivery man took a part from my old dryer and told me it was all I would need to give to the plumber to install my new dryer. When the plumber showed up he told me that there were additional parts I needed before I could have the dryer hooked up. I called the store rightaway and the salesman told me he would find the kit and get it to me today and would call me back with the status. I thought that was great as my plumber was standing by to come back and I desperately needed my dryer hooked up. 6 hours later and hours on the phone of me calling every Sears 800 number I spoke with the salesman who told me it would be another 6 days for me to get the part. I told him that was unacceptable and he said he would double check and call me back. Two days later and no call from him. I had to go to an independant store to have them order the part which they got in 24 hours and will have to pay the plumber again to come out and install.
    I have talked with people in customer service, many, many, store managers, department managers and not one could help me or even apologize. If someone answers the phone they try to transfer you and you get disconnected or they tell you that they only deal with one type of issue and can not help you and you will need to talk with the store directly. Well I tried and most of the time there is no answer or they promise to call back and do not.
    Totally unbelievable!! These people can not think out of the box and have no idea what customer service is. I will never shop at Sears again!

    Anonymous 1/26/10 10:33AM

  • I have a an HE-3 washing machine, which blinks and beeps F-11. This happened the week before christmas 2009. The day afer grandma died and the computer got a virus. After a few phone calls to Brian in Escanaba, MI and the repair line. I was finally able to talk to a repairman at the store. He said Ineeded a latch control. To which I ordered at an outragous price. Two weeks later, it came broken. I then went through 4 different people on the phone to now get another part ordered to which I can get no discount for, let alone all the time with many many phone calls. We do not have much money at this time and thought I was buying a good product. Everything in my house is Kenmore. Even both of my lawnmowers are craftsman in which the riding mower has been a piece of crap since the day I bought it. Well, I did end up calling an independant repairman. Guess what!!! It's the motor control unit. This machine is only 7 years old on June 27th. The part is 340.00, are you kidding!!! Great, I don't have the money to buy a new one or to get this fixed, isn't that grand. I do not believe I will ever buy another sears or kenmore product. With having to take care of my parents now, it absolutely sucks that I cannot even do my own laundry in my own house!!!!

    Anonymous 1/25/10 8:13PM

  • I bought 42 plasma LG from Sears on NOV 19 2009 in Marion,Ohio, After 5 weeks the TV developed a line through the middle of the picture,contacted sears store where i bought it told me that since 30 days had gone by i need to get it fix not replace(so much for 100% satifaction guarantee). After the repairman came to the house which was 2 weeks after i called them the part needed to be order setup another appointment 2 WEEKS later. Not only did they not call they never showed up for the appointment i sat waiting for them all day finally i called at 400 in the afternoon they told me that the part wasnt in be another 2 weeks they was lookin for another supplier. They wanted to schedule another appointment with me 2 weeks later and hadnt even got the part. If the TV would have been out it would be 6 WEEKS with a TV that was only 5 weeks old to get fixed.Never agian will i buy anything from sears i can see why the store is always empty when i go in there.

    scotshoe 1/25/10 7:03PM

  • Sears HAS NOT CUSTOMER SERVICE! This morning had technician out for my dryer..he was there, supposedly did his job, charged my credit card & left. My housekeeper called 4-hours later to tell me the dryer was not drying. I called the 800 number 3x, got the run around, finally spoke to a supervisor who said they could not re-schedule for him to tome out until HE posted his day's work sometime today. I too have to work, so I wanted to schedule it for the day after tomorrow since I have no other mornings this week. So called suppervisor was as helpful as a grain of rice in a bowl of noodles! No wonder Sears is barely treading water!

    Anonymous 1/25/10 1:32PM

  • On December 8, 2009, I placed an online order for two items. My order confirmation stated that deliver would be in 6-8 days. These items were Christmas gifts. I thought something was up when there was no tracking number to my order. After a week, I contacted Sears and that's when my journey into the black hole of Sears began. During this frustrating journey, I spoke to Charles, Tamika, Jeff, Ramone, Nilda all of whom promised my items were in transit. It turns out that all but one of them were giving me false information as the items weren't even in stock or were in stock in another location waiting to be picked up. My account was charged as soon as that order was placed for these items. On January 11, 2010, I cancelled my order stating I wanted my account credited to include any interest incurred. Kathy from Sears told me that this would take 3-5 business days. 3-5 business days pass and still no credit to my account. Per Judith by January 18, 2010, my account would be credited. Well, on January 22, 2010, I spoke with the credit card company. Still no credit to my account. They are filing a dispute on my behalf so I can have my account credited. Is it any wonder that Sears Holdings was expecting a 4th quarter gain? It's at my expense and the 4th quarter gain is money taken out of my pocket.

    Anonymous 1/24/10 6:14PM

  • Living in a small town, Sears is one of the only stores left around here. When it comes to buying locally (to give to my community), I always do. NO MORE! My dad had a horrible experience with a lawnmower from Sears in the early 80's. He finally rolled the lawnmower into Sear's running, to tell them they could put it where the sun doesn't shine! Well, I know now first hand, how my father came to the conclusion that Sear's could be the last place to shop and he'd still never set foot into the store. I have just finished a week long process with trying to get my washing machine repaired. I was told my service call would be anywhere from 1:00 to 5:00. I asked if possible to get a call approx. 15 min before the tech was to arrive at my home (so I didn't have to take much time off work), and was told "we can't do that." So, I came home at 12:30 to be here when the tech arrived. At 5:00 PM when the tech had not arrived, I called and was told "the rain has slowed our technicians down today but you are on the schedule. We can give you a call 30 min. before the tech arrives that way you don't have to wait around for him." I told the girl that was a great idea.. however it would have been much more helpful to me when I asked that to be done when I made the appt. and before I had lost 5 hours of pay to be off work!!! The tech arrived at 6:45 and said there was nothing wrong with my washer. 20 min later, and a charge of $180 he was out the door. I immediately finished the load of towels that he had put into the washer, and within 10 min the washer was making the horrible noise that I called them for in the first place. I turned the washer off (full of wet towels) and called the repair number back and asked that they please ask the tech to come back. I was told the next available service call would be on Wed. (5 days later). I told the girl it was unacceptalbe and asked to speak to a supervisor or manager. She told me that I'd have to call back in the morning and ask again. At 7:00 the next morning I called again and was told the same thing. Wed. was the soonest appointment. Again, I asked to speak to a supervisor and was put on hold for 10 min. The same girl came back on the line and said that she spoke to the dispatch supervisor and they have agreed to make me the first call of the day and I could expect a tech there after 8:00 AM. Wanting to clarify what "after 8:00 AM" really meant, she said, "you are the first call. The techs start at 8:00AM." I said, "I appreciate that, but where exactly is the tech coming from so I know how long after 8:00 AM to expect him." She said, "Ma'am...you can expect him between 8:00 and 9:00. You are the first call of the day." At 10:30 when I still am waiting, I call back and was told, "you are on the schedule for today between 8:00 and 5:00". I was livid!!! I told the girl of my previous phone call and conversation and she told me that I must have misunderstood. She apologized for the misunderstanding and said she'd put a page into the tech to give me a call to let me know the estimated time of arrival. That call didn't come to me until noon, when he was 15 min. from being at my house. Using the same exact equipment and tools that he used the night before when he said nothing was wrong, he's now determined that the transmission is going out and about a $400 repair. I told him to forget it and that I'd buy a new washer. Thank you Sears for the $65 coupon off my next washer, but you will never get one more single penny from me!!!!!!!!!!! I think your customer service stinks!!! I'll drive 100 miles to buy a washer and dryer from anyone but Sears!!!

    Deana 1/24/10 12:42PM

  • - I ordered two batteries from sears.com on 17 Dec 09. I first saw them advertised two weeks prior on sears.com.
    - So far sears has sent two camber wrenches for an older model Ford truck three time.
    - My credit card has been charged three times and still no refund even though they got the frist return 3 weeks ago.
    - So far I have spent over 6 hours on hold and speaking with 30 different people.
    - Most wanted to pass me to soneone else but they would not let me speak with a supervisor.
    - Sears.com solution is to cancel my order and have me order the same item at sears parts direct (which they claim is not part of them) at over twice the original price and 50 percent higher than amazon price.
    - I saved copies of sears.com web page showing the picture and battery price over a 30 day period. One rep told me he could see the same problem happened to someone else two weeks prior to when I first reported the problem.
    - It appears sears.com has had this problem for at least 6 weeks and took no corrective action.
    - Now the web pages are purged and sears.com says they can not get the part.
    - Sears parts direct has the part but sear.com will not honor their advertised price.
    - It looks like the old bait and switch that Sears got sued for over thirt years ago has come back.
    - Maybe all those with problems with sears.com need to join together in a class action lawsuit.
    - Here are some of the 800 numbers for customer problems at sears but its a real lottery finding someone who is willing and knows how to help:
    - 1-800-349-4358
    - 1-800-326-1167
    - 1-800-311-4313

    BobC 1/22/10 11:17PM

  • On January 6th 2010 we requested service on our 10 month old Kenmore refrigerator freezer from Sears. Our second warranty repair.
    This time the unit blew out the control panel which regulates the temperature and the unit was already warming up.

    After speaking with the scheduler I was told the soonest we would see repair would be the afternoon of January 14th (8 1/2 days later.)
    I explained that this was a problem as our perishables would be destroyed in a few days and we required the refrigerator to cool insulin and another drug used by a kidney dialysis patient. The agent put me on hold and insisted that was the best.
    When I asked who would pay for the lost food I was told that there was a $250 refund available under warranty. I was told to ask the technician for the form and to fill it out and return it at the time of the repair.

    Since I had 8 days to wait I did my best to expedite the service in the meantime.
    One individual (who worked in local repair) said that some areas were backed up two-three weeks and I was lucky it was just 8 days. Hardly a selling point and as my food was melting I felt anything but lucky.

    If I would have been told at the time of sale that this type of dreadful response was normal I would have left the store instead of buying the unit.
    I would assume 99% of your customer base would do the same.

    i began researching complaints made by others online and saw that there was an email address that kept recurring searscares@searhc.com. Whenever they found a complaint online they posted a cheery little response advising disgruntled customers to work with them to resolve the complaint. I emailed my problem

    On the 6th day of my wait (01-12-10) I received a phone call.
    A rude individual by the name of “Edwin C.” called to help.
    His take on helping was that he would call me back after the original repair date to make sure that they fixed it. I explained that this wasn't helpful but if I needed any help filing the food loss claim I would keep his number.

    He then informed me that there would be no compensation for the hundreds of dollars worth of food that melted. I explained that I had discussed this on my original call and had mentioned it in subsequent calls to expedite the repair.

    He said they were wrong and we would have to assume the loss.
    Naturally I was irritated and when I expressed my irritation he finally offered two options.

    1) He would send us a check for $100.
    That was better than nothing but still unacceptable. I wanted what I was promised and $100 didn’t come close to paying for our loss.

    2) He would give us a 2nd year of warranty for free.
    This wasn't helpful as we already had a free 2nd year of warranty service because we purchased it with a Visa card that included a double warranty up to one year. Besides who in their right mind would tolerate service delays like this twice?

    He said that was all he could do and I said I may take this issue to small claims court. At which point he told me "If you're going to take that attitude I'll hang up on you.

    Before he hung up he promised to follow up with me following the repair on the 14th to make sure I was pleased.

    Further efforts to expedite the repair were useless.

    January 14th finally arrived and the repairman came as promised at 2:00 PM.
    Although I described the exact part that failed the service tech didn't bring one on the call. He was however helpful enough to check with a local supplier in Dallas who then couriered the part the same afternoon. He promised to make one other call then swing back and fix it shortly after 5PM

    The parts arrived at 5:15PM
    At 5:20 I received a call from the tech who apologized and told me that he was told he could not return until Monday January 18 to complete the repair so we would have to wait another 4 days without refrigeration for our food and medical supplies. The routing department in Ft Worth said he could not come because they would not pay the overtime. (15 minutes to complete the repair.)
    I asked for the name of that individual to call and was told she was gone for the day but was given the number.

    As a last resort I spoke with the local Sears store (previous calls were unsuccessful) here in Plano and spoke with Patrick who is the Appliance Manager. He pulled strings and got the call rescheduled to Friday (Jan. 15th) and apologized profusely.

    The next time I spoke with "Sears Cares" Edwin called me on January 18th and asked if I was pleased with the service. I told him in no certain terms I was extremely displeased and would never buy another product from Sears.

    He insisted the service was done as promised on Friday.
    I corrected him because his notes were again incorrect – the promise was Thursday and then later Monday.
    I reminded him that he didn't bother to follow up on Jan 15th as promised and he had done absolutely nothing to help alleviate the problem.

    Then the lies continued. I asked to speak with his manager. He informed me he was THE manager. I asked for his last name. He advised me he "didn't have to tell me". I asked who he reported to and he informed me it was Bruce Johnston the CEO of Sears. I told him I believed he was lying to me. Silence on his end. I asked if the CEO did his performance review. After a lull he said "No, that's done by the Board of Directors" another obvious lie. I asked again for his manager's name or to be transferred he said he couldn't because he didn't know his managers phone number.

    This has been the worst service experience of my life.
    I will never buy another Sears product and will warn everyone possible that they should consider my experience before spending hard earned money with Sears.

    After researching other people's complaints online I realized how much the service at Sears has degraded. As one person put it "They're not the same company your parents bought from". That is so true.

    I worked at Sears scheduling service calls when I was working my way through college. In that entire time I was never asked to be transferred to a manager because this type of response was unheard of and wouldn't have been tolerated.

    Sears is one of the largest resellers of appliances in the world.
    To expect customers to wait 12 days to fix an in warranty refrigerator-freezer is ludicrous. To expect them to absorb the loss of food on top of that just throws salt in the wound.

    Don't do as I did and trust these jerks, you'll regret it just like I do.

    Jeff 1/21/10 1:24PM

  • I bought a Kenmore Gas Range with everything on it, including a cast iron griddle grate. That was 2 months ago, I am still waiting for the griddle grate. I have been sent Electrolux filters and the wrong griddle. The manager of the Huntingdon Valley, PA Appliance store is the rudest and does not know his job. I will never buy something from sears again.

    catphil 1/21/10 11:57AM

  • On January 6th 2010 we requested service on our 10 month old Kenmore refrigerator freezer from Sears. Our second warranty repair.
    This time the unit blew out the control panel which regulates the temperature and the unit was already warming up.

    After speaking with the scheduler I was told the soonest we would see repair would be the afternoon of January 14th (8 1/2 days later.)
    I explained that this was a problem as our perishables would be destroyed in a few days and we required the refrigerator to cool insulin and another drug used by a kidney dialysis patient. The agent put me on hold and insisted that was the best.
    When I asked who would pay for the lost food I was told that there was a $250 refund available under warranty. I was told to ask the technician for the form and to fill it out and return it at the time of the repair.

    Since I had 8 days to wait I did my best to expedite the service in the meantime.
    One individual (who worked in local repair) said that some areas were backed up two-three weeks and I was lucky it was just 8 days. Hardly a selling point and as my food was melting I felt anything but lucky.

    If I would have been told at the time of sale that this type of dreadful response was normal I would have left the store instead of buying the unit.
    I would assume 99% of your customer base would do the same.

    i began researching complaints made by others online and saw that there was an email address that kept recurring searscares@searhc.com. Whenever they found a complaint online they posted a cheery little response advising disgruntled customers to work with them to resolve the complaint. I emailed my problem

    On the 6th day of my wait (01-12-10) I received a phone call.
    A rude individual by the name of “Edwin C.” called to help.
    His take on helping was that he would call me back after the original repair date to make sure that they fixed it. I explained that this wasn't helpful but if I needed any help filing the food loss claim I would keep his number.

    He then informed me that there would be no compensation for the hundreds of dollars worth of food that melted. I explained that I had discussed this on my original call and had mentioned it in subsequent calls to expedite the repair.

    He said they were wrong and we would have to assume the loss.
    Naturally I was irritated and when I expressed my irritation he finally offered two options.

    1) He would send us a check for $100.
    That was better than nothing but still unacceptable. I wanted what I was promised and $100 didn’t come close to paying for our loss.

    2) He would give us a 2nd year of warranty for free.
    This wasn't helpful as we already had a free 2nd year of warranty service because we purchased it with a Visa card that included a double warranty up to one year. Besides who in their right mind would tolerate service delays like this twice?

    He said that was all he could do and I said I may take this issue to small claims court. At which point he told me "If you're going to take that attitude I'll hang up on you.

    Before he hung up he promised to follow up with me following the repair on the 14th to make sure I was pleased.

    Further efforts to expedite the repair were useless.

    January 14th finally arrived and the repairman came as promised at 2:00 PM.
    Although I described the exact part that failed the service tech didn't bring one on the call. He was however helpful enough to check with a local supplier in Dallas who then couriered the part the same afternoon. He promised to make one other call then swing back and fix it shortly after 5PM

    The parts arrived at 5:15PM
    At 5:20 I received a call from the tech who apologized and told me that he was told he could not return until Monday January 18 to complete the repair so we would have to wait another 4 days without refrigeration for our food and medical supplies. The routing department in Ft Worth said he could not come because they would not pay the overtime. (15 minutes to complete the repair.)
    I asked for the name of that individual to call and was told she was gone for the day but was given the number.

    As a last resort I spoke with the local Sears store (previous calls were unsuccessful) here in Plano and spoke with Patrick who is the Appliance Manager. He pulled strings and got the call rescheduled to Friday (Jan. 15th) and apologized profusely.

    The next time I spoke with "Sears Cares" Edwin called me on January 18th and asked if I was pleased with the service. I told him in no certain terms I was extremely displeased and would never buy another product from Sears.

    He insisted the service was done as promised on Friday.
    I corrected him because his notes were again incorrect – the promise was Thursday and then later Monday.
    I reminded him that he didn't bother to follow up on Jan 15th as promised and he had done absolutely nothing to help alleviate the problem.

    Then the lies continued. I asked to speak with his manager. He informed me he was THE manager. I asked for his last name. He advised me he "didn't have to tell me". I asked who he reported to and he informed me it was Bruce Johnston the CEO of Sears. I told him I believed he was lying to me. Silence on his end. I asked if the CEO did his performance review. After a lull he said "No, that's done by the Board of Directors" another obvious lie. I asked again for his manager's name or to be transferred he said he couldn't because he didn't know his managers phone number.

    This has been the worst service experience of my life.
    I will never buy another Sears product and will warn everyone possible that they should consider my experience before spending hard earned money with Sears.

    After researching other people's complaints online I realized how much the service at Sears has degraded. As one person put it "They're not the same company your parents bought from". That is so true.

    I worked at Sears scheduling service calls when I was working my way through college. In that entire time I was never asked to be transferred to a manager because this type of response was unheard of and wouldn't have been tolerated.

    Sears is one of the largest resellers of appliances in the world.
    To expect customers to wait 12 days to fix an in warranty refrigerator-freezer is ludicrous. To expect them to absorb the loss of food on top of that just throws salt in the wound.

    Don't do as I did and trust these jerks, you'll regret it just like I do.
    Further details are available at this Better Business complaint url:

    http://www.chicago.bbb.org/complaint/view/94279038/c/dk1twg

    Anonymous 1/21/10 9:45AM

  • The corporate headquaters claims not to have a fax line. They will not give it out. I guess they have too many complaints over their service department.

    K mad 1/21/10 8:29AM

  • I set up an appointment on Saturday for 1/20/10. After not hearing anything from Sears by 3:00 p.m. called the service number and they advised we were still on the list of 8:00 am till 5:00p.m. I was told 1:00 p.m. till 5:00 p.m. I asked for an update and was told the tech would call ASAP. As of 3:30p.m. the technician has not called and with all the other complaints above I am concerned no one will show and we will just be rescheduled without a call. No wonder Sears is in trouble and was bought by a bankrupt company.

    K mad 1/20/10 2:36PM

  • Sears gave me an appointment for 01-15-10, at 5:00 pm I had not heard from Sears. I called the 800 number but cound only get an international contact that did not understand the problem and the time. I called them at 6:00 pm inquiring about the appointment but they kept saying the tech would be there by 5:00pm. The next day i called the 800 number and they had rescheduled the appiontment to 01-20-10 without calling to see if anyone will be home. It is now 3:00pm on 01-20-10 and I have not heard from Sears today.
    very difficult to talk to someone. Will never use or recommend to anyone.

    very unhappy 1/20/10 1:03PM

  • I am on the phone waiting for I don't know what but a guy left today. He was the 4th person to try to fix our Kenmore dishwasher and the same thing keeps happening. I concur with all the previous posts that I will never buy from Sears again. They have lost all of my future business. And it amazes me considering that I have spent over $5500 in the past year (kitchen remodel) and I feel as though it was worth nothing.Having just got off the phone with (I have no idea) she claims that as of tomorrows call I am at #2 of system/product failure. I find that extremely annoying considering that this was the 4th person out and I have been without a dishwasher since desember 8th. I repeat, I will never buy anything from sears again...

    Anonymous 1/19/10 6:53PM

  • I placed an onoline order with Sears Christmas Eve of '09. It is now three days away from being a month and I still haven't gotten my order. I have called about 2 times now. First time they told me that my shipment was at the warehouse and should be at my residence within a few days or so. Second time I called, they told me that apparently the warehouse was out of stock,and that another store had my product. But that had been a while ago. I say fine, since I am a first time purchaser from Sears and I realize that things have been pretty busy and things may be out of stock, since the holidays have just finished. But still, this amount of time is unreasonable. I will never ever make an online purchase from Sears again. I have learned my lesson.

    cbrooks89 1/18/10 10:18AM

  • Negative comment #2.
    At Christmas we went to Sears and found a lot of clothes for our kids at great prices and we were shocked that the kids actually asked for clothes. I love lay-a-way because the kids can't snoop through what I've bought and I don't have to worry about hiding the gifts. We put close to $400 of clothes on lay-a-way. When we went to pay the down payment, we were told our credit card was not any good. We called the bank and it was just fine. The cashier ran the card several more times, but the cash register would not let the sale go through. The cashier called a manager and was told that we could not use a credit/debit card for a lay-a-way, we could only use cash or a Sears credit card. How stupid is that? We were able to purchase a gift card with our credit/debit card and use the gift card to put the down payment on the lay-a-way. Extra step that was quite a lot of hassle and caused an extra half hour of time spent trying to figure out the problem.
    When we picked up the lay-a-way, we immediately returned an item that we had purchased as my daughter wanted something different that what we had picked out. The cashier was unable to return any items from a lay-a-way. She had to call "the hub" to see if it could be returned. "The hub" told her she, the cashier, could not do the return and that I, the customer, would physically have to walk to the other side of the store to "the hub" to do the return. I did this and the woman in "the hub" had to make 3 attempts to get the return to go through. What a hassle.

    Maggie 1/17/10 3:37PM

  • Went to our local Sears store to purchase a home entertainment system, towels and hopefully a pasta maker for our Kitchen Aid. We spent about 10 minutes looking around the electronics department before one of their associates finally approached us. We asked the price of the system, he looked it up and then said "if you need any more help just ask", and walked away. He never asked us if we wanted it or offered to show us another system. We continued to wander around the department while the employees spent their time watching the football game on TV and ignoring the customers. We found a retro popcorn maker that we were interested in but it had no price. We walked around and around and around the display and no one came to help us - there was a group of about 5-6 appliance employees standing about 10 feet away, engrossed in their conversation and ignoring us, the customer. No one came to help. By this time I'm really annoyed as the customer shouldn't have to hunt down the staff, especially when there is an overabundance of employees with absolutely nothing to do. We took another pass through the electronics department and just happened to physically run into an employee bursting onto the floor from the back room. He asked if he could help us with anything. We told him we wanted a home entertainment system. He asked if someone else had been helping us and we told him no, someone just gave us the price on a system but did not help us. He said, "well, if we can be of any help, just let us know.", and walked away. Unbelievable. Now I was really mad. We went to the towels and I found several colors I liked but only one or two towels, so we were unable to make that purchase. Again, no sales associate ever approached us in the entire 20+ minutes we were in that department. We went to small appliances thinking we could find the popcorn maker there - no luck. We made a final pass through the electronic department and finally got a sales associate to reluctantly help us. He told us that the home entertainment system we were originally looking at was a piece of junk and he doesn't know why they carry it. He showed us a Sony system, we were happy with it and decided to make the purchase. He was very put out at having to get us the price on the popcorn maker, but did so. We were going to make that purchase as well and also purchase some extra controllers for our Wii, sheets and towels I found in another color. This sales associate told us that the Sony system we wanted was not in stock and could not be ordered, so we couldn't get it and walked away. My husband yelled after him to find out if there was a comprable system and he told us no and continued to walk away. He never offered to sell us the floor model, nothing. I put back all of the merchandise and we left the store. On the way out, my husband found a t-shirt for our son on the clearance rack but it didn't have a markdown ticket on it. He asked the cashier how much it was and she just pointed to a price check machine in the clothing department. It didn't work. We found another price check machine since the cashiers were now all busy with other customers and the t-shirt was not on clearance. We went to K-mart, Sears sister store, and found everything we wanted with no hassle. We'll never visit Sears again after that lousy customer service experience.

    Maggie 1/17/10 3:11PM

  • I placed an order at Sears.com on December 23, 2009, and used my debit card. The money was taken out of my account instantly. On December 24, 2009 Sears cancelled the order. Today is January 17, 2010 and I'm still waiting on my refund. I have made numerous attempts by emails and phone calls to get my money back but all I hear is "it takes 5 to 7 days to get your money returned"...day 25 and still waiting. The on line store showed my item as "in stock", which wasn't true...be careful when your order from Sears.com....I can assure you I will not doo it again. Oh and good luck with your custom service calls...most of them don't speak clear english.

    wilmington217 1/17/10 10:53AM

  • have had a service contract with sears for my furnace and air conditioner for years, every year have my furnace and air conditioner checked as their recommended maintenance, the other day when my plumber was putting in a new water heater, he called me to the basement and told me the furnace did not sound right, it was going on and off, he even told me it sounded like the sensor was bad. I said i would call right away to have sears come out and look at it, any way he continued with his work, had to turn the gas off to put the heater in, but when he reconnected everything the furnace would not start again, i called sears again and said i needed someone out because my furnace no longer worked and it was winter in Illinois, they told me the earliest they could come was Saturday (it was wednesday morning), i said that was not acceptable and i had a service agreement with them and i could not be without heat for 3 days, they said that was all they could do, anyway i ended calling in a heater person to fix it. SO why do I pay hundreds of dollars a year to have my furnace checked once a year. I had a similar incident with the air conditioner, it did not work after the install (new from sears), I could not get them to come out (they argued that it was warranty versus service) and would cancel the appointment s without even calling. My brother-in-law came and found it was a hook up problem which he fixed - I left that go as a mishap, but now I am thinking they have no emergency service or thing they should do it.
    And I called their customer service and they sat and told me they should have expediate it to their emergency dept. and said they were sorry, never asked my name or anything to research the problem or go back to the person on the original call to better train them, another customer service person said they would try to expediate the appointment but found there was none sooner, so I go 3 days without heat, wrong - unbelievable bad service and I pay for this, never again.

    lindamileski 1/16/10 10:31AM

  • I purchased a dishwasher from Sears. It was a disaster from start to finish. Here's what happened.

    1. They said they would put it in a full twelve days from purchase. This seemed excessive but I said OK. They then called and said that there would be an extra delay. I balked. They kept at the 12 days.

    2. I paid $150 for hookup and old washer take away plus parts. When the delivery guy got here he said I needed another $105 worth of parts. Why didn't they tell me this. I balked again. Finally, they relented.

    3. The delivery people gave me a four hour window for delivery they arrived after 5 1/2 hours!

    4. There was supposed to be a $150 rebate for hookup. The delivery people were supposed to have it. They didn't. I was on the phone for two hours with Sears being bounced from person to person. I never was able to get it resolved until after another 1 hour arguing.
    5. God only knows if I will ever get the $150 rebate!

    I will never buy anything from Sears again!

    poet 1/14/10 9:24PM

  • Sears delivery department makes the former Soviet Union government look like a model of efficiency.
    My chest freezer was replaced under warranty, delivered as promised, now I want to get rid of the old unit occupying space at my home.
    Numerous calls to the "delivery department" found me repeating myself several times, it is very clear that employees of this department are challegnded any form of intelligence, let alone the English language
    The appointed date and time was ever so conveniently changed 1/2 hour prior, and re-scheduled the day later.
    Never mind Sears that your customers do have schedules they must meet, just assume that they will be willing and able to adjust THEIR schedule to yours, I think not......
    Yet another call to Sears National Customer Relations tomorrow

    Anonymous 1/14/10 12:01AM

  • sears sucks, First I brought a set of tires from sears, the tire companies quit making my size, so they sold me the next size up and they grounded out on my car, so i took them back and sears refused to do anything about it they said they were used, so i got screwed out of $552.00, i think i might sue sears, what a bunch of bone heads. Second, I brought a sony 46 inch tv and it broke 18 months after i brought it, i could not find the receipt, so i called customer service they said that I brought it 7/12/08 but they could print it, because it's too old. Sears just plain sucks, customer service sucks, I hope they go bankrupt, they deserve it

    sears hater 1/13/10 11:33PM

  • I am totally dissatisfied with the repair service from Sears. We have a hot water heater purchased from Sears still under warrenty. The service tech stated he had to order a part that he would have the next day he never came back. The part was in on the 8th and he still never came to put the part in. The earliest appointment we were able to get is the 18th.

    The customer service manager was rude and even though she may not have been able to do a lot she didn't even seem to be trying.
    Home Depot will get our business before Sears does again.

    Anonymous 1/13/10 8:51AM

  • I bought a TV in July 2009 and this past weekend the picture disappeared on it. They passed me to Samsung, who passed me to a local TV repair place who told me they can come out on Monday of next week between 10 and 2:00 pm. No other appointments, no evenings, no weekends. Wait a week and take the day off work or lump it. Called 1-800-4- MY Home and got the run around for 45 minutes with the same BS answer, the manufacturer is responsible. Lesson learned. don't buy from Sears.

    Newcombe 1/12/10 6:05PM

  • I bought a craftman snowblower approx 3 years ago. Well the snowblower had a recall notice and was "fixed" that summer. The next winter the snow blower would quit running after it ran for awhile. So i sent it back and it took approx 3 weeks to get back. Same thing happened the next year, it would quit running, so i sent it back in and waited approx 3 weeks. Well then it happened again this year so i asked for a completely different unit because it is a lemon. They are saying that ive had it for a long time now, but ive only used it for maybe 20 hours total on the machine and had bought the extended warranty.

    rubberboots02 1/12/10 12:13PM

  • I will never buy from Sears again, nor use their repair service. Have always had Sears do the service on our Sears purchased furnace and have had preventative service twice a year in Fall and Spring in spite of the fact that communicating with them is very difficult. During the preventative care appointments, they apparently were not cleaning the drain line for the A/C because water backed up in the bottom of the furnace and seeped under my flooring. Had to insist the last repairman clean the drain so it wouldn't happen again. He left parts on top of the furnace and the drain line unattached.
    Have tried to register a complain but never was able to get to anyone who important aways runaround back to the same number.
    Made an appt for someone to come reattached drain and put furnace back together... bungled three times! The service was needed at another house I own and they sent him to my residence in spite of the fact I made the service address very clear.(I have had this problem with them before.) Next day he called said he was on the way but it wasn't the day of my appt and he couldn't wait for me to drive from my residence to the service address, then today I thought I would finally get it done and they call to say there isn't a repairman in my area so they have to reschedule. I'm done and I am writing their corporate office and the Better Business Bureau.

    brmoorhouse 1/12/10 10:40AM

  • I AM TOTALLY DISATIFIED WITH THE CONTRACT REPAIR CONTRACT. WE HAVE BEEN WITHOUT OUR MACHINE FOR TWO WEEKS AFTER CONTACTING SEARS, tHE REPAIRMAN said he wanted to order the key board was denied, the part ordered did not fix the problem.We now have to now wait 2 to 7 days for the new part to come in. we have been with sears for over 30 years and have never had service this bad.

    sears 1/12/10 8:47AM

  • absolute dissapointment, never informed of Jan 10 return deadline for Christmas...went to return merchandise on the 11th of Jan. was refused & told I was stuck with it .....I will never step foot into a Sears store again & will share my disgust with everyone I know

    Laurie DeGroote 1/11/10 6:07PM

  • I no longer shop at Sears and my decision was reinforced again today. I tried to get a replacement part for a humidifier I purchased and was told the manufacturer had discontinued the parts. THIS IS A LIE. I found the part through a distributor.

    As background I have purchased literaly thousands of dollars worth of merchandise from Sears over the last 10 to 15 years, but zero over the last 3 (except for maintenance/repair items.

    I put up with poor service and product reliability for quite sometime before making this decision. A few areas where I had issues include:

    Separate service center location from retail store. Never knew when to go to what location for supplies. Always guessed wrong and had to drive 10 more miles and another 30 minutes at least to get what I needed.

    People at service center are 80% of the time rude and the lines are way too long.

    Two weed wackers I purchased from Sears both died right after warranty.

    Very rude person with the Sears Credit card hung up on me. I cancelled the card.

    Had an appt scheduled for my lawn tractor service. The service person ran late and could not make the call. I had to reschedule at the bottom of the list and wait for another two weeks.

    Oh, that humidifier. Shortly after I purchased it I could no longer by filters from Sears. They said the manufacturer no longer made them. Another lie. I get them from a third party.

    I wanted my Snow Blower serviced at the same time as my tractor. They wanted to charge me two trip charges!

    I know there is more, but you get the picture.

    I no longer purchase my tools from Sears either. That is after purchase of a table saw, drills, a planer and much more.

    I hope you change or you'll be out of business.

    Anonymous 1/11/10 1:56PM

  • At 7am on Monday morning I received a call from Sears delivery to inform me of the window of time I would be receiving my refrigerator. It was pitch dark out and I had to run up a flight of stairs to get the phone. I have a heart condition and honestly almost had a heart attack. When the phone rings in the middle of the night you think someone has died. When I found out it was just the sears delivery man I couldn't believe it. I told him that he couldn't do that. Wake a customer up at the crack of pre-dawn like that. I told him a robot had already called me days before and provided a number for me to call if I wasn't OK with the time period. But I was Ok with the time period. Then the delivery guy hung up on me! So I call customer service and have to endure a very loud recording of a woman saying the same sentence over and over again. Finally a human comes on the phone and tells me I've been rescheduled. No one informed me of that. Apparently the children are running the business over there unsupervised. So retaliation is their store policy? I then call another number, the national customer service number. I ask for a manger and get a "delivery specialist" instead. He hangs up on me. He pretends I'm too upset for him to endure. I recorded the call. Let's let the jury decide if I deserved to be hung up on, again. I of course canceled my order. I informed my credit card company to withhold payment. And I will be seeking legal action. I have never been treated so poorly by a company before. I will never ever buy so much as a nail at Sears again. The man's number who initiated this nightmare is 360-449-2519. He should be fired. If Sears' policy is to wake people in the middle of the night and give them heart attacks,then hang up on them and exact revenge by rescheduling the delivery without permission from the customer, then he's doing just fine. I, on the other hand, am going to Lowe's. :)

    LunaTec 1/11/10 10:49AM

  • I called to have a repair man come out and fix my washer and dryer. I got a foreign contact whom I could not understand. I gave all my info for the washer and dryer and she told me I could just give it to her one at a time for each appliance. He said a repair man would be out Jan. 9 He did not appear nor call. He also had me give him the same info. all over again for the dryer. So I have gone to Home Depot and bought a washer and dryer and will not use Sears again.

    Anonymous 1/11/10 10:09AM

  • On 12/22/09 I went to the Sears store in Midwest City and they did not have the size shoe I needed for my granddaughter, they called the store in Quial Springs Mall who stated they had the shoe size I needed, I traveled all the way to the other store and it was a size 8 in a 6 box, I ask them to call another store which was the store on SE 44th and I was told they had the shoe however they could not hold it until the next day, I was very unhappy and felt the store could have made an exception since they had inconvience me by having me to drive clear across town and discover the store did not have the correct size, I went to the SE 44th store and not only purchased 1 shoe but 4 pair of shoes and not thinking since it was so late and also did not think the same thing could happen twice in one day I did not check the sizes. but guess what when I got home the shoes my granddaughter wanted the most where the wrong size in the wrong box again. when I called the store and ask to speak to the manager the person told me the manager was unavailable and took my information, surprise to this day I have not received a call. After Christimas I returned the shoes to the Quail Springs Mall Store and ask again to speak to a manager about all of the inconvience and not getting a return call from either store she again assured me that Laura returns all of the calls and I would surely here from Laura I am still waiting on a call. Sears has the worse customer servie. I have not dealt with them in a year based on and experience I had with a vacumm cleaing and the time I decide to give them another chance this is the service I get. Well Sears has lost my business.

    Anonymous 1/8/10 11:50AM

  • SEARS does NOT care about its customers.

    Horrible, ineffective customer service so far

    1. Badly-bungled car repair, and repair repair
    2. first call during repair repair NOT even documented
    3. calls to "customer care" 800-310-8593 yield nothing, over 2 weeks now.
    4. 3 calls to Sears corporate HQ 847-286-2500, despite pleas for escalation, sent back into same "customer care" merry-go-round above.
    STILL no call from auto center manager OR store manager
    STILL afraid to drive my car.
    STILL can't get my car INSPECTED--which was NOT even a problem when I brought it in 2.5 weeks ago!

    A nobody, to Sears 1/8/10 11:35AM

  • Sear has lost my business for life. I cannot understand how they even stay in business. On 19 Nov 09 I purchased a Star Trac 4830 Total Body Elliptical machine from Sears.com. After using it for only 3 weeks, it started to make screeching & clicking noises. I called Sears.com. They could not find my order using my phone number or address. I said I have my receipt right here let me give you the order numer. They said they did not have the capability to look it up using the order number. What a crock. After an hour of phone hell I called my local Sears store in Aurora CO and got the switchboard. Mary could pull it up no problem. She called the Sears.com number and stayed on the line with me. She is the only ray of light in the mess. The tech said he could not find the order and transferred us to a manager. We got fed up after being on hold for 30 minutes. So two hours later I finally find someone at Sears to input the order manually so I can get a service appt for thhis brand new machine. The repair man shows up on time. He checks the machine and says the bearings and belt are already bad. He checks his database and tells me Sears doesn't even sell this brand. B.S.! I can go to Sears.com and find the same brand. He says if it is not in his database, he cannot order parts. I call my local Sears again and ask for the manager. I explan and ask if I could return the defective machine to the store. He says sure for a 15% restocking fee! What the hell are they restocking? It is defective and broken. He says he will call Sears.com and they will cal me to set up a return. They never call so I call them. They say sure I can return it. They'll send a label and set up appt. but I have to have the original box or a box. This thing is huge. I threw the box away after a week. So sorry nothing they can do. I now have a Better Business Bureau complaint in. All I want is to be able to return this crap to the store and get a full refund like their 90 customer guanrantee says!

    Egret 1/7/10 4:54PM

  • I think everybody needs to go to the Better Business Bureau and complain about them. I'm going to about my own issues!!!

    firemanswife 1/6/10 1:32PM

  • I ordered a Craftsman Tool set online the 15th of Dec with a prepaid credit card. They sent me an email saying they had canceled the order but had taken the $108 from my card. So I called their customer service and talked to a rep and she told me that it would take 5 to 7 business days to refund the money. My logical question was why was the money taken before the order was processed? It was a mistake on their part and they would expedite the refund. So I waited a couple of days and no refund. So I called back and was assured your refund is being processed. Next day I talked to a supervisor who told me that the refund had not being processed and it would take another 5 to 7 business days. Then I sent an email and got a form email in return. I then called back about the refund and to complain about the form email. I was once again told that the refund had not been processed and for my inconvenience they would give me a $25 gift card. I said screw you I will never shop at Sears or Kmart again. Called back yesterday and supposedly a supervisor was able to magically get it processed in the next two days. Moral of the story don't ever buy anything from Sears they treat their customers like garbage.

    Sears sucks 1/5/10 3:20PM

  • Have been trying to get a label to return and have my acct credited for a defective DVD bought for Christmas. I have a talked to 2 reps in this dept.(Rodney/Mark) I was suppose to receive a label to ship back DVD within 48 HRs. That conversation was on 12-28-09. Nothing received. Called today and spoke with a young lady,she told me to keep it and it would be credited, I had no problem with that I asked for her first name for my records in case there was still no action, she became rude and refused to give at least a first name for reference to my records of this problem. No other rep has had a problem with this, She hung up on me when I told her I would like to speak to a supervisor,saying there is no supervisor! Do you have people working with the public that can act like this and are not accountable for their actions to anyone? I have no Idea if this rude women told me the right thing and has credited my acct. I need someone to check this and get back to me. I should not have been charged for item #42224(did not receive it)-and credited for item # 32224.Confirmation # 98092888 P Holzman. I would be grateful for confirmation of these problems. To bad that Sears public relations dept can't find out who this person was. Please respond to this message. I have done a lot of buying in the sears store, this was the first time on line and will think twice about doing this again, I have never received bad or rude service in the store.

    Anonymous 1/5/10 2:55PM

  • I will NEVER order from Sears again. Ever. I ordered something from sears.com on 12/11 with the promise it would be delivered by Christmas. Only to find out two weeks after Christmas that it was an outside vendor and wasn't expected to be delivered by Chrismas!!! The rep kindly revesed the delivery charges and promised I would hear by email in 48 hours. It is now 2 weeks later and I have heard nothing. I called sears.com (VERY HARD to even find the # to call) as the status button on the website said it could not tell me the status !!! I am once again on the phone trying to resolve the issue. Am told that they will send me an email in 5 - 7 days. How frustrating! Never again... how disappointing - a good friend went without a Christmas gift...

    ann 1/5/10 1:54PM

  • I was extremely satisfied with the quality of work and service of the first contractor who worked on my cabinets. I was especially pleased with his creative solution to a not-so-aesthetic shelving design. He really went the extra mile to meet the needs of the customer and I appreciated the quality of his craftsmanship.

    I was extremely DISsatisfied with the quality of work and service of the second group of contractors who reorganized the sliding drawers in the pantry and added a new one. They were uneven and one kept coming off the slider. When I mentioned the unevenness, the older gentlemen would say, “no, it’s okay.” A third carpenter came to fix the prior work and he did this satisfactorily.

    I was frustrated by sales person’s lack of specificity that the laminate was actually NOT a wood laminate, but plastic. It was not explained to me as such until the carpenter came to install it.

    Although the project was managed by SEARS, I often felt that I was the one managing the project. There are too many individuals involved in doing a kitchen with Sears (designer, cabinet x 3, counter, electrician, plumber) that I had to coordinate with. When I ordered the kitchen remodel, I fully expected that once I developed a relationship with the first person in my kitchen (who I thought would be the project manager, but was instead one of many workers), I could leave it to him or her to coordinate with the others and be here to oversee the work, but that was not the case. I had to do this with each contractor instead of the project manager. Three times a worker did not show then they were supposed to (twice due to being too far away to get here on time and once due to the project manager oversight… see below). The only coordination that I did not do thankfully was the planning department documentation. Because installation happened over the holidays, I actually worked with at least two other different people at the office. They were responsive and timely.

    Also, calls to the Project Manager often went unanswered. I had to re-call her and when I asked her if she had heard my message yet, she said that she had not had a chance to listen to her messages. Once I stayed home from work to meet the carpenter and they did not arrive. When I called the project manager, she said she has forgotten to write the appointment down on the book and we would have to re-schedule…which meant taking another day off. I was told by the last carpenter that the Project manager would call me regarding the cost of installing the additional drawer I ordered (given all the problems with the installation) and that has yet to happen.

    I would not recommend SEARS to a friend. Had I managed the project myself or hired someone to manage it, I would have saved a lot of money. This project was expensive.

    San Franciscan 1/4/10 10:06PM

  • we have ordered the same part twice. The first time the part was poorly packaged and arrived damaged on all 4 corners. It is an glass oven door stainless etc. We asked Sears to packaged it where it was not loose in the box and all 4 corners were protected. It arrived today, very little bit wrapped better and still loose in the box. Upon examing it we noticed a scratch on the glass big enough as to where we cannot accept it. Also when you call parts you get people who do not have a clue as to what we are asking. They have a set form they read off of and they only reply as to what is on that form.

    Anonymous 12/30/09 9:17AM

  • I bought two new front tires at the Coralville, IA Sears Tire store. They have a first come first served policy, which was explained ahead of time and was not a problem. Four hours after I dropped off my car I was called asking if I wanted a 4 wheel alignment or just the front end. I agreed that all 4 should be aligned. Another hour later I called to see if it was ready and was told that the rear alignment was done, but they were having problems with the front end. I was told that the "Camber bolts are too short to get it aligned, and we need to install longer camber bolts". This sounded bogus to me, as it usually only requires about a quarter turn to align a front end. I called back a little later to see how they were progressing, and they told me they couldn't get the front end aligned, but they wouldn't charge me. When I went to pick the car up, they had charged me $10 per tire ($20 total) for a line item that read "roadside agreement". I asked what that was, and was given an explanation that made no sense. But, I was told, it was optional. I said, I never agreed to this "agreement", so get it out of there. It makes me wonder how many unsuspecting people get charged ten bucks a tire for an agreement that they was never explained or agreed to. That sounds like fraud to me. Anyway, I took my car to a reputable tire shop but gave them none of the background info about Sears. All I said was I wanted an alignment. They called an hour later to tell me that the rear was way out of alignment, and recommended a 4 wheel alignment, which I agreed to. Another 45 minutes later the job was done. When I asked if they had run into any trouble (i.e. the "camber bolts" issue) the guy said, nope. It would seem Sears Tire just flat out didn't know what they were doing. Never buy tires from these people.

    Anonymous 12/29/09 5:53PM

  • Sears offered me a $204.99 extended warranty on my dishwasher and said if it couldn't be fixed I would be given a credit toward the purchase of a new one - I accepted. 3 months later and 6 service calls the dishwasher still doesn't work. Sears has instructed the technicians to continue to come out and try and make the repair and not issue a credit for the purchase of a new one. This could go on forever! Every repair window is from 8am to 5pm and sometimes they never even show up. The so-called "customer service" could not care less. I have made several formal complaints and not one supervisor has called me back in an attempt to try and correct this horrible situation. The people in the Sears Repair Escalation Dept is aggressive and hostile!

    maxine 12/29/09 1:39PM

  • I ordered a 10" band saw and router/table combo for my husband for christmas. I was charged twice for the router/table combo and three times for the 10" band saw. When I called to inquire about the charges I was told they were still pending and would drop off and I should wait 3 to 5 days. I have to say one of the router/table combo did drop off and one of the 10" band saw dropped off. I called Sears again (after waiting 5 days) explaining the double charge still showing for the band saw on my bank account. All they can say is sorry, they will correct the problem. In the mean time my account is overdrawn. Who pays for that? Sears made no comment about that issue.

    Do not order from Sears, and if you do check your account. They are making good money on those that don't.

    xrayjks 12/28/09 1:35PM

  • Sear's cutomer service is the absolute pits.

    Anonymous 12/28/09 10:25AM

  • we bought a home gym and paid for the delivery and setup since it was for my sons for christmas and we don't have the tools nor the experience of doing it ourselves.  the gym was delivered on dec.23rd, but i was told that it would be an extra 299.00 to put together!  the sales associate was from lawn and garden and was misinformed when giving me the wrong information for the fitness department. the manager offered to make it right by taking off 100.00 from the 299.00! i have been on hold for three hours as i write this trying to resolve the simple issue of standing behind your word and the products you sell.  DO NOT SHOP AT SEARS!

    Anonymous 12/24/09 10:45AM

  • Dec 19 NY had big snow strom. My SEARS snow blower did not work well. I had extended warranty. My phone call to extended warranty for help resulted in an appointment 4 days later. On Dec 22nd repairman calls to confirm to fix my REFREGIRATOR. After I explained that my snowblower needs fixing, the repairman conveniently cancelled the appointment and never called back. Later a call again to 800 number got me nothing but apologies and an offer for an appointment two weeks later. SEARS AS A COMPANY HAS NO SHAME

    Anonymous 12/22/09 11:42AM

  • I have been shopping at sears in Chula Vista Ca for as long as I remember; today I had the worst experience with your "site to store" service. I bought two sleeping bags from the SEARS site and went to pick them up as soon as I got the confirmation email. When I got there I waited for around 30 min, first I was told not to scan the order because de kiosk had a fault, so I waited.. Then the associate took the order put it through the kiosk and after searching for it couldn’t find my order. It took them another 30 min to refund my money, nobody knew what to do or how to refund the money, the ultimately gave me cash for a credit card purchase and a five dollar coupon that I will never use because I’m never purchasing anything from SEARS. I’ve used other stores (Walmart, Bestbuy) “site to store” service and they have been great, never had to wait more than five minutes for my order. I took time from work to commute to pick up this order, nether my time or gas can be refunded; sadly my confidence in shopping at SEARS has been also spent.

    DIRA 12/16/09 8:51PM

  • Bought a new snowblower from the DeKalb, Illinois Sears. Salesman and a handwriiten SIGN claimed that the units were shipped WITHOUT oil and the guy tried to sell me some. I declined since I could buy it for less than half of what they were charging. When I got the unit home, read the manual. It stated that the units were shipped WITH OIL in the engine. I checked. Sure enough, it was filled with oil. That sure would have ruined the engine if I had believed what the idiot salesclown was trying to tell me.

    I first used the snowblower in last weeks's blizzard. It started fine and the engine ran great (with the CORRECT AMOUNT of OIL in it!). However, when I tried to get the machine to move, it started squealing and screeching like a banshee! I had no Drive 1 or Drive 2. Nor did I have Reverse !. The other gears worked, but just barely. I guessed it was a slipping belt, so I kept pushing the machine along until I was done.

    I called the SEARS repair service and scheduled a repair guy to come out. He arrived pretty much on time, but he was a real cocky little S.O.B.! Before he even looked at the machine, he claimed to know what was wrong. He opened the bottom of the unit and said he was right. All I could see was ground-up metal!! The guy said that this happens all the time. About one in 200 SEARS snowblowers are prone to this type of breakage! I asked if he had the parts to fix it. He replied, "Nope". I then asked if he thought he knew what the problem was, why didn't he bring the parts?! He simply stated that this was just an "inspection", and if I didn't have the "Extended Warraty", well his trip woulda cost me $192.00!!! I said that he was nuts! Now he's coming back this week, but without the parts! REALLY? YUP! They're being shipped to my wife (Yea, I don't know why to her either!!), from some outside supplier. I sure hope that they arrive before the little repair guy does! If not, he's got some BIG TROUBLE to deal with, ME!

    I called Sears to complain. Don't waste your time! They aren't hearing anything you say!! The local store manager is now DENYING that they ever claimed there was no oil in the UNITS (my wife and I both saw the sign and listened to the salesjerk! Sears is saying that the unit is covered and I have nothing to worry about. They're right! I put the charge for the unit that was made on my Mastercard into DISPUTE! I won't be paying that portion of my bill until I am satified that they can fix the problem!! They sure don't like that, but it's my RIGHT to halt payment when they can't (or WON'T!) honor their warranty and make the CORRECT REPAIRS!! The local Sears manager was really MIFFED when she found-out that I had already done this! She was even more miffed when I informed her that this not only is the RIGHT way to go about this, but that I have done it many times before and was successful in each and every case!

    SEARS SUCKS!

    Anonymous 12/15/09 12:39PM

  • My son called your Sears Ventura Auto Center this morning to see if battery was in stock for my car, a 2006 Buick Lucerne. He was assured there was for $159.00. He drove from Camarillo to Ventura, waited for 3 customers ordering tires and told it was not in stock.

    Is this the Customer Service that we should expect from Sears? We will go elsewhere from now on.

    Simeon 12/15/09 10:46AM

  • my husband and i are extremely disappointed in sears and will never buy there again--it is not what it used to be--why?? our 2 year old water heater has caused us nothing but problems with the pilot light goimg out every 4 months. never again!! and to get anyone on the phone that has intelligence is a huge problem--nobody has answers!!

    Anonymous 12/14/09 8:36AM

  • My TV has been taken away for more than a week and i have been calling your Sears customer service to locate the technician. Your customer service is the most ridiculous on planet earth. They are so rude, never have a manage on the floor,hang up when they like or rather transfer calls back to the queue , yell at customer or even curse me several times . What i shame i got extended warranty from Sears. Please never use Sears they are terrible.

    Melonz 12/11/09 6:13AM

  • If your in the market for geting screwed I would go to sears order some thing from them and then try to find out if it is in you will be dealing with some of the rudest unknowledgable people then "if" you get a call back from them they will tell you its there and you can come pick it up but it wont be there O but you can stop back when it gets here I will be returning all Xmas gifts and going some were else

    never going to sears 12/11/09 5:57AM

  • OMG! I can't believe I stepped in the same crap again!!! I have purchased all my appliances over the last 20 years from Sears. Customer service has just gotten worse!!! They treat you as if you're trying to get more than what is allowed.I always felt they treated me like I was stealing from them. When in fact they were stealing from me by selling me worthless merchandise! The last items I bought were a Kenmore washer and dryer 7 years ago. I had nothing but trouble starting with installation, washer was dented..sent out new one sounded like a lawn mower after first week.. replaced that one and sounded somewhat better. Over time it just stopped working, wouldn't spin. Come to find out it had a diffective part the entire time. Fixed again never worked like it should. Also, had trouble with heating element in the dryer. After warranty my husband fixed washer 3 times even orderd extra parts to keep on hand...So what was I thinking when I purchased my Kenmore Elite H3t washer and dryer. It's like child birth, you just forget about the pain after a period of time. I ordered them online 11/26/09 the night before the "Black Friday" sale, I was told to do this by the sales person at my local Sears store. So to make a long story short the nightmare has started again....First off they charged me the wrong price, Then sent email to pick-up...only had washer ...sorry need to pickup dryer at another location...customer service online won't return calls or emails...I'm so worn out from trying to fix the purchase problem I can only imagine what's in store for me after we install the washer and dryer...Blah Blah Blah..Buy at your own risk!

    Dandy 12/10/09 2:12PM

  • I placed an order of 2 BFGoddrich 215/70/14 tires on 12/01/09. They told me that they would call as soon as the tires arrived but they never did. I called the auto center a few times and promised to call me back with an answer and I'm still waiting. I guess the solution is to buy someplace else.
    Rocha

    Anonymous 12/10/09 9:33AM

  • My dryer does not heat. I am experiencing the same difficulties with technichians as well as customer service. I have 9 Kennmore Elite appliances. I will no longer be put on hold to speak with a person that has no respect for me as a consumer with a legitamite complaint. The dryer worked twice after the first technician said he couldn't find anything wrong with it. It only took 4 days and $123.00. Next service took a week and $183.00 for a part, which was to be emergency ordered. I was told a delivery of Monday. It is Wed. Technicians are out of the area for the day. I have experienced many of the problems that are in the other letters. The delays the excuses the lack of Sears wanting to keep customers. It is sad when everything is outsourced. It used to be parts were in the truck when the serviceman came for a repair. These were not the most expensive appliances but they weren't cheap either. I am at the frustration level that if these appliances, for being less than 5 years old are going to start breaking down, they will go out to the trash and I will purchase the cheapest available at the local hardware store, this way I won't have spent a small fortune. One of the customer service representatives responded "don't you have neighbores". Seems to me Sears needs to stop their television advertising and stock the right parts on the trucks.

    lost customer 12/9/09 1:28PM

  • Boy do I feel dumb. Should have read this first. Gave Sears a second chance and they blew it again....

    first time-on line- gave them make, model part number, etc. waited WEEKS for appointment and the guy showed up without the part-but still charged me for the appointment as well as shipping on the new part. Fortunately my husband installed it in 2 minutes.....saved us hundreds per their estimate to install the shipped part. $65.00 to come out and read the model number, and piss me off. The tech was rude about it as well.

    this time-I was on the phone while waiting in my 4-hour time frame for a warranty repair (the part has been in my kitchen for a week). Missed the call waiting and they didnt call the second number confirmed on our account. I guess hearing "Hi this is Sue and I am on the phone right now" doesn't ring any bells for someone being home!!! Now I have to wait another 4-hour period on another day. Just what country am I calling no matter what number I dial for Sears? Really gets old being told "I am so sorry Mrs. Campbell....." I want to speak to the dope who lets this happen locally. Service at Sears Sucks.

    Better Business Bureau here I come

    scamp0890 12/7/09 10:02AM

  • Call Center - waited 84 minutes on hold. Then they couldn't help
    Customer Care- same sad story.
    Extended Warranty - save your money. They don't honor it.
    Service Visit - 2 weeks between appointment and on-site service...if they show up. Service window 8a-5p.

    I am on my 4th service call in 60 days, with no resolution and no eta. What happened to our parent's Sears?

    bentley1 12/5/09 4:27PM

  • After reading others' comments I have to add mine to the list. Sears has major problems with service. I have been without a refrigerator since 11/23/09. The compressor went out and had to be special ordered. The compressor arrived and a date was set to have it installed when it was ordered. That date set on 11/25/09 was 12/2/09. Sears has called and rescheduled 3 times and it's now scheduled for 12/7/09. Why do I think that won't happen? When talking with Greg and Paula in Customer Service (1-800-690-5650) I have been told there was nothing that could be done and even hung up on. I guess Sears doesn't need my business, but from the looks of the other people complaining about Sears they may soon be out of business. What happened to Customer Service instead of the the almighty profit? How would Mr. Sear and Mr. Roebuck feel about their company today?

    D 12/4/09 2:27PM

  • Howdy!

    Get ready for a lot of CAPS, but I am furious...I mean every CAP!

    DO NOT USE SEARS! I was just screwed out of a $200 rebate I was going to use to buy X-mas presents for my family. They will take your money, then later find a bizarre technicality to deny you your rebate.

    If you want to take my word for it and boycott Sears, thanks! We're done here. If you want to hear my gripping DaVinci Code story, read on:

    So, I bought a TV with a wall mount. When I filled out the rebate form online, all it said was:
    "H090636 08/23-10/03 $200.00 Rebate on Installation when you buy any 40inch or larger Television Along with Installation and a coordinating mount at Sears.com. Rebate paid via Prepaid MasterCard."

    But as I found out after my rebate was denied 3 months later (too late to return the item for those keeping score), if you are one of those people savvy enough to shop online, but old-fashioned enough to still print and mail in a rebate form, there is a .pdf you can print out. ONLY ON THAT PDF DO YOU FIND THE FINE PRINT:
    "To qualify the television, mount and installation must all be purchased in the same transaction. Includes
    Television Mount item numbers 75068, 75078, 75083, 75084, 75080, 75090, 75092, 75093 and 75050."


    Well, silly me, I just bought the wall mount that SEARS RECOMMENDED FOR THAT SPECIFIC TV IN A HUGE PHOTO NEXT TO THE TV I BOUGHT ON THEIR WEBSITE!!! You would think that the mount they list next to the TV you buy would be a "coordinating mount", right? HA! You've never dealt with Sears, I see...

    But I hear what you are saying, why didn't you check to see one of those 5 digit number matched your wall mount? Good call! It must be on the website:
    Level Mount FIXED/TILT MOUNT FITS 34" TO 60" TV'S AND 200 LBS.

    Sold by Sears | Online only | Sears Item# 05799338000 | Model# DC60T
    Rating 5 (1 Reviews | Write a Review )
    Well, no 5 digit number there. Maybe I should check my receipt...















    60 in. (Diagonal) Class 1080p 600Hz Plasma HD Television

    Item #: 05775839000
    Salescheck #:
    093000493373

    RC: 2927-9171-3206-3393

    1











    Television (wall-mount) premium setup includes unpacking, inspection, mounting tv on bracket, connection to 3 components, bundli

    Item #: 01057224187
    Salescheck #:
    093000493373

    RC: 2927-9171-3206-3393








    FIXED/TILT MOUNT FITS 34" TO 60" TV'S AND 200 LBS. Sold by Sears

    Item #: 05799338000
    Salescheck #: 093000493372
    Sale Date: 31-Aug-2009


    RC: 2827-9371-4207-3397




    Hmmmm...I see an 11 digit number, a 12 digit number, and even a 16 digit number. The price of the installation was a five digit number, but that's the closest I have. Where are these 5 digit numbers?

    To find the answer, I turned to the crack management team at Sears. Here's where it gets fun. You may not realize it, but you have been looking at the 5 digit number the whole time! You remember the 11 digit item number from earlier? Well, pay close attention to that. I'll give you a few minutes.

    If you have figured it out, congratulations on cracking the code! If not, I'll explain it the way the Sears management team explained it to me:

    Those 11 digit numbers all start with 057. Because they all start with 057, the 057 DOESN'T COUNT! You can ignore it! It doesn't exist! You know what else doesn't exist? Zero. And you may have noticed the item numbers all end in three zeros, and since zero doesn't exist, you can ignore the last three digits too! So if you ignore the first three digits, and the last three digits of an 11 digit number, you have...A FIVE DIGIT NUMBER!!! The mystery is solved!!! That's where the 5 digit numbers are!!! Well, now that we have solved the mystery, oh, well clearly I didn't buy the right mount. I just wish I wasn't so stupid. According to Sears management, I am the only person that has EVER had this problem. Just me. I'm the idiot. So if you are reading this and you didn't figure it out, don't tell anybody, because it will only prove you are as stupid as me.

    So according to the Sears management team, there is nobody in the Sears hierarchy that can help me. The woman I talked to said she would be fired if she authorized a rebate to a customer that "didn't read the form". According to her, Sears can't do anything.

    I know what you are saying, sue them! I REALLY want to. However, this is a $200 rebate, and court costs in small claims court for a lawsuit of this size total $120, leading to a profit of $80. I wish I had enough time on my hands to file a nuisance lawsuit, but I have a one year old son. I have very little free time. Just enough time to write this e-mail and send it to everybody I know. ;)

    Please forward this, and again, if you have any sympathy, DO NOT USE SEARS!!!

    Thanks!

    Ben Dixon

    iambendixon 12/4/09 1:21PM

  • This must be the new SEARS and it is totally worthless.

    I bought a major applicance less than 3 years ago, a Whirlpool Washing machine.

    It was not completing cycles two weeks ago.

    Called 1800-4-myhome and made an app't for tchnician to come to the house. I was told he would be there between 8 - 12. At 11:50 I called Again. I was placed on hold twice and finally told that it would be 2 PM before the technician would arrive.

    I asked how that service was acceptable. I asked why no one evn called to inform me that the tech would be late.

    I got no satisfaction and asked to speak to a superevisor. On hold again for ten minutes. The supervisor merely repeated the same line that there was nothing they could do about my concern. I was angry at theri accent adn lie that their office was 30-50 miles from my home. They refused to answer where the srvice center was, respond to my request for a customer service representative or office where I could express my concerns and then said they were going to put me on hold while they checked the status of the arrival of my technician.

    After 20 minutes, they disconnected me.

    I called again, agian put on hold and then disconnected.

    The techician finally arrived at 2:45. he was extremely nice and competent. Expressed concerns about the routing system as well and its inefficiency.

    He charged me $129.oo for the service call and $103.00 for the part, which had to be special ordered. the cost of this visit nearly equaled the cost of this Major Appliance. the part was unavailable and would be shipped directly to my house on Monday, five days later than this appointment. A technicial would come between 8 and 12 on Tuesday I was told.

    the part did NOT arrive as I was told. I had to call SEARS and inform them. They said to call when the part arrived to set up an app't.

    Tuesday I go the part called and the next available app't was today Friday. The technician came at 10:30 and was gone by 11:00. I asked If he needed to run a cycle to ensure that it was working. He assured me that was not necessary.

    He left and I ran a load of wah. It stalled after filling the tub. Mad erepeated noise of trying to move to the next cycle but did not. It was the timer that was replaced.

    I called to get teh tech back. I was informed that was not possible. They said they would leave a message to have the tech call me.

    Two hours later I still had not heard. Called the local service center. They informed me I would not have anyone come back today. I told them I have now taken TW
    O days off of work to have the repair done. It was NOT done. I need someone to come to fix what they did not fix.

    I was referred to the 1-800-4MYHOME where no one speaks English well, but it is somewhere within 30 -50 miles from my home. I have now spoken to seven people at the 1-800-4MYHOME center and remarkably everyone of them speaks with a distinctly south Asia accent, perhaps Indian. It seems that a location within 30 - 50 miles of middle Tennessee ONLY hires people with this distinctive accent.

    I was put on hold again, but for the first time someone came back and told me that the technician will call me soon to arrange to come back.

    my faith is not limitless, and I doubt the truth of this statement. It is now 1:35 and I am wondering if I will be taking another day off to recieve a technician between 8 -12.

    Teh New Sears then is an organization where you cannot submit a concern about service. it sells inferior products that at a minimum repair cost is nearly equal the cost of the original product. I must have gotten lost somewhere, as I have an image of a Major Appliance being something that is a long term investment. however, it is now, apparently, a DI
    SPOSABLE household item. Replace emtn costs are within the range of a service call.

    I grew thinking that SEARS was a company that I could depend on for quality and service. I have been profoundly disillusioned and am now a realist.

    SEARS ensures that there is no way to have dependability, nor a customer relationship. It has farmed out its repair organization to a foreign country where if you complain, you are merely disconnected.

    The New Sears is a worthless entrapment that I will never use again.

    Jim Lieb

    Anonymous 12/4/09 12:42PM

  • sears sucks, they lie to you ,are rude to you, will not return phone calls. And the sad part they dont care. Stay away from sears.

    piss off 12/1/09 5:47PM

  • I had an appointment for a water softener from 8-12. I received a call at 11.30 that the technician was running late and would not make it on time, and we rescheduled him for 2.00 PM. This was already a disappointment as I am the father of a toddler and we need to have useable water. I went to pick up my daughter early from school so I could hurry back and be home by 1.45, 15 minutes before the new scheduled time. At around 3.30 (since the technician was another 1h and 30 min late) I called back Sears and I was told by the person on the phone (Evin) that he would investigate the second delay, and will have the technician call back. One hour later, after I received no phone call, I called back and this time the person on the phone was Kyra who would not give help me (at this point I was asking for a supervisor). After waiting for 10 min, a supervisor named Chris (number 809534) decided to show up, and informed me that the technician claims that he had come, and they could not do anything for today, and if I wanted, I could have an appointment "tomorrow."
    I answered that I have never been treated so rudely (made to wait for a whole day with no explanation), and what was needed was an explanation first. The supervisor told me "Since you do not want an appointment, have a good day" and hung up.
    I have been buying Sears products (the water softener was Kenmore), and I have had good experiences with the company. I was dismayed by the supervisor’s attitude. It was even less respectful than the employees’. I want you to know these events, so that you understand why I will not go to another Sears store again.

    Anonymous 12/1/09 3:16PM

  • The worst experience i've ever had, the customer service was terrible, they promised delivery on sun: said they couldn't make it they would be here on monday between 3-5PM they came at 7:00pm with a very bad attitude, rude, and represented Sears in a very bad light. I wouldn't buy anything at Sears it has a very bad reputation, it's not the Sears that it use to be. Management better listen to their customers or they are going to go out of business real soon. Please don't shop at Sears especially for big appliances.
    Coreen Carlin Gonzalez.
    A very unsatified ex-customer.

    Coreen C. Gonzalez 11/30/09 10:11PM

  • Sears Service is HORRIBLE. All the below negativive comments are true. SEARS has lost a custome.r

    Anonymous 11/30/09 9:31AM

  • I am very disappointed with the delivery and installation service for my new dishwasher.

    The sales associate at the rolling Oaks Mall in San Antonio did not mention that I might need a new waterline at a cost of between $11 and $12. so I did not buy one when I purchased the dishwasher.

    At the time of delivery, the two installers were less than cordial (which I can live with); however, they were also carelessly placing the dolly on my living room carpet, when the tiled hallway was not only closer, but also the logical place. I could live with that, too. Then, however, they told me that I had a copper line which might leak and they would replace it for $27.50. Rip-off alert! While they werer still there, I called the store AND the installation number. Big hassle. I was finally able to get to a real person at the store where I had bought the appliance. He agreed that the $27.50 was excessive and that I should have been offered the option of buying the connection at half that price when I bought the dishwasher. He also agreed to reimburse me for the difference. This remains open, as I have not yet had my credit card statement.

    So that may be okay. What's not okay is that installers are trying to make an extra buck off the cunstomer. When I asked the guys why they would charge more than twice, they said they gave me the extra benefit of 1-year warranty, thus letting me avoid the hassle of going through Sears for warranty matters. Some loyalty there...

    I know this is a minor monetary amount, but the whole experience left a bad taste in my mouth and a bad impression of Sears, as well as of their contractors.

    Anonymous 11/30/09 7:46AM

  • I requested a service tech to come out and fix my broken dyer. I have not even owned for one year and it has stopped working. They told me a tech would call between 1:00pm and 5:00pm. A tech called but I was not able to answer my cell phone because I was driving. I called him back less the 5 minutes later and got a voice message. I called the service 1-800 number and was told because I did not pick up my phone the tech would not come out to service my dyer and I would have to reschedule on a Tuesday. I told them I work Tuesday in a Print department printing Sears Credit card statements and would not be able to answer my phone and ask if someone could come out on Monday. She said no. It looks like I'm going to have to take time off of work on Tuesday to sit by my phone for close to 4 hrs.Tuesday will be 8 days since my dyer stopped working. Why do they have to treat there customer this way. They should allow them to have time to call the tech back not just say if you don't answer your phone you have to reschedule. This is so wrong....I might have to pay to have someone else come out and service my dyer or go by a completely different brand.It would probably be the best thing to do. I'm sure when the Tech comes out, if they ever do they will try to say the problem it is having is not under warranty.

    Angry customer in Iowa 11/28/09 4:22PM

  • I purchased a refrigerator in May. It arrived dented. I sent it back and the replacement started forming lots of ice in the freezer. The interior components were not sealed and they suggested caulking it. I asked for a replacement. The third refrigerator is also forming ice. In order to get it repaired, I was given an 8 hour window. I couldn't take a day off until around Thanksgiving but that put it beyond the 90 return. When the service person finally arrived, he told me that these models had a defect and that the top wasn't sealed correctly. I thought that I should still get a fridge that was not defective. No such luck. Sears believes that selling defective products and providing lousy service is corporate greed at its finisht.

    anon 11/27/09 8:07PM

  • I purchased a washer on the 22 of November, 2009. I told them to purchase after 4:00 and Saturday or Sunday. They delivered to which is the 28, not at 4, but 12.30. The delivery driver said he would not be back to Starke this week. He called his boss and the supervisor called me and confirmed that the delivery would not be made after 4 and that the week end was filled. He said he understood that I was told wrong and would have the stove credited to my account. This never took place until I called the call center myself and gave confirmation.
    Doreen at the call center was wonderful in that she listened and took care of my credit. She apologized and ask me to call the call center. I did call the call center but after a 20 minute wait was cut off and told to call back the same number.

    Anonymous 11/27/09 2:43PM

  • Me and 3 of my co-workers order some of the tom tom gps that were adverstised online for 11.97. Our money was accepted our order was confirmed emails were sent to all of us. A few days later, we all got cancellation emails because there was an error on Sears' part when price was put online and they can cancel orders due to errors. The money still hadn't been returned to the credit card, I was hung up on by one of the customer service reps and told by the manager Lisa @ sears.com, they would not do anything for me. That is really crappy customer service and not a way to keep customers - they need to honor the prices put online, it isn't the customers fault that they made the mistake.

    Brenda 11/27/09 11:09AM

  • Sears customer service is the worst I have ever had to deal with!! We bought a GE Profile Washer (don't buy that piece of junk!) and then wished to return it for a credit on a new washer/dryer combination but we were told it was past the 90 days (It was 160 days). We offered to pay a user fee. We were told no even after a customer service rep said we could. We spoke to 12 reps including a very rude Camille (supposedly a manager) and got absolutely no where. Sears does not care about you or your business!!!

    amy 11/25/09 5:11PM

  • Sears is one of the worst retail companies for customer service.
    I bought dish washer from them told me I would have it next week six weeks passed befoe I got it. They acted like it was no big deal.

    Anonymous 11/23/09 8:36PM

  • To whom it may concern,

    On September 22nd, 2009 we purchased a Kenmore Elite series refrigerator from your store in Fox Valley Mall, Aurora, IL. I am writing to you because I really am disappointed in a couple of issues. This unit was expensive and bought with money that I work very hard to earn. I went with Kenmore because of their reputation for being one of the best. My wife was happy with the purchase when we left. We took delivery and as it is I took the afternoon off to be home between the delivery window of 1pm to 5pm. As luck would have it I was the last stop with them arriving around 4:30pm. Yes, this is within the window however the last thing these guys want to do is spend any extra time and therefore the quality goes down when the production goes up. They had to remove both refrigerator doors and the freezers pull out drawer and mid section. This was done in a hurriedly fashion and I could clearly see that this bothered them. Once in side they again hurriedly reattached the doors. They did this with some abandon that I told my wife that this would not go back together right and we will have problems. That night we could not get the freezer door to pull out and down. When we did we realized the door itself did not open and close smoothly either. I thought maybe it just needed to "break-in" a bit. After about three weeks and a still sticky door I contacted service. They arranged for a technician to come and fix the issue. Again, I had to take time from work to meet the tech in the window of 1pm to 5pm. He, of course, shows up at 4:45pm. He examined the door and pulled it out a few times. He then stated that there was nothing wrong and that's the way it should be. He also stated that we probably were comparing it with the floor models smooth fluid motion. He stated that this was in the floor model because it warm and several people have pulled it open and have basically worn it in. I did not understand that response but he was standing with the work order to be signed and he left. The following week, not satisfied with the first technician, I called service again. Again they gave me the window between 1 and 5 and I needed to take afternoon number 3 off due to my new refrigerator. I asked them to not send the same technician and they stated they would put that on the work order and even requested the last technicians ID number. Sure enough, at 4:30pm the same technician as the last time showed up. He again examined the door and this time he stated that there is moisture building up on the rails and that could be the problem. He then barrowed my telephone and called "someone" and spoke with them as he looked at the fridge for roughly 30 minutes. He stated that there was moisture building up on the vents for the ice maker as well as the rails to the pull out door. following him speaking to whomever was on the other end of the phone he told me that he could not fix it. He also stated that he was not supposed to tell me this but he stated I should contact my salesman. I then signed the work order and again, for the second time, he left without fixing the problem. I then contacted my salesman and he stated that he would contact me on Sunday when he is back in the store and he talks to his manager. He stated that they would first try and fix it and then plan B would be to replace it. I do not want another attempt at fixing it. I want it replaced. I should not be "fixing" a $2,000 appliance that is only two months old. I also worry that even if it's fixed this may result in a temporary solution to a long term problem. It's not my fault that your delivery people made me the last stop and therefore hurriedly installed the appliance. It's also not my fault that your service technician that came to my home twice did not resolve the problem. What appears to be my fault is that I spent two grand on this refrigerator from Sears. I really need some help on this. You already have my money.

    Give Me My Money Back! 11/22/09 7:35AM

  • the WORST customer service experience I've ever had - they've lost my business for life

    don't buy appliances from sears and especially do not buy any 'service' plans

    I'm pretty sure the customer service reps try and figure out how to prolong the phone calls and take multiple holds so they can 'earn' their hourly rate

    neverreturningtosears 11/21/09 7:57AM

  • sears is the big bunch of sh-- i have ever seen. then install a dryer for us in june and the bondheads from chicago didn't even have the tools to do the job with so i let them use mind to install the vent with but. what they did instsed was to just put the in the floor joist and cover it with a peace of my insualation.

    MAD AS HELL 11/20/09 12:45PM

  • I purchased a Sears garage door few days ago and I'm not pleased with their service nor the door and they refused to come back to fix it.

    Anonymous 11/20/09 10:35AM

  • my home shield had contacted sears for a stove repair,they contacted me and i gave them the stove# and the part name that was bad.trying to make it as easy as possible for these people. they send out some guy who didn't have the info, looked and acted like he had no idea what was going on. he told me he had to order the part and it would be at my place on wend, and he would be out on thurs.to put it in. then sears calls me 4 times wanting to know when we can schedule an appointment to put the part in. i put the part in myself. these people have no fricken clue of whats going on and i will never use them again!!!! and now they want the part back.

    Anonymous 11/20/09 7:56AM

  • I shopped & purchased items at Sears today. On my receipt it asked for feedback at searsfeedback.com. I went to that site & was put into a site for IKEA with questions that have nothing to do with Sears. I will never again go to your site, or shop at your store for that matter. Also, while we were at your store, they announced free giveaways for new items to be sold in your store. It was a scam to sell stuff. I was livid. I cannot believe in this economy that you would deceive your customers these two ways. Never again will you see me shopping at Sears & I plan on telling all our friends & family.

    sheripi 11/19/09 6:36PM

  • I recently called your call center to schedule a repair on an LG washing machine. When i called your center the system was down but was informed that they were scheduling 10 days out and would be contacted the day prior which in this case is the 20th. Well I did not recieve a call so I called in and your center had no record of the call. to make a long story short even after speaking to a call center supervisor they follow thier script and said soory but not a thing we can do about this are next available appointment is on the 23rd they did not even attempt to at least get me a priority call schedule. So that is over three weeks that I am having to plan my life around your inadequate scheduling. I have purchased from Sears but this is it no more.

    Joe 11/19/09 1:31PM

  • how do u get a simple question answered? All I wanted to know was how much is a service call? They needed my name address phone number etc. I said I will give u my city and state and zip code but they wanted to open a file I said just give my the cost and then I asked what country they were in I was told no because of security but they wanted my whole history to quote a fee I'll use local repair service

    Anonymous 11/18/09 3:02PM

  • So I called to check on my rebate and the lady asked for my information about 6 times and I couldn't understand her. I am so pissed! I cannot believe how rude she was to me. She would not answer my questions and decided I wasn't worth the politeness. I will definitely not be buying from them again.

    Anonymous 11/18/09 2:33PM

  • Very bad service. people don't come when supposed to, order wrong parts.

    No co-ordination within Sears different functions.

    Anonymous 11/18/09 2:25PM

  • Every appliance in this home is Sears. Each appliance was purchased with the full extended warranty.

    Example 1: Last year (December 2008), the GE Profile Microwave we purchased failed. After four weeks and five 8 to 5 wasted appointment days the microwave still wasn't fixed (service techs not showing up and bad "new" parts). I finally took it out of the wall and demanded a credit. Two months later, I received said credit. Ridiculous.

    Example 2: New GE Profile microwave. Less than a year old, it fails. Same warranty coverage...SAME BS. Going on week four with the same issues. Missed tech appointments, bad "new" parts sent...10 days of work in ONE YEAR TO REPAIR A MICROWAVE! Are you freaking kidding me???!!! Fool me twice--
    I am spending ANOTHER DAY on a weekend (today) to take this thing out of the wall and return it to Sears...once again demanding a credit. This time, I will be buying a new appliance again...not from Sears.

    Scenario for Sears 5 Star Warranty Coverage:

    -It takes one week to get a tech to your home.

    -Make sure to call and confirm the appointment after it is made so you do not sit around the house waiting all day for no one to show up.

    -It takes another week to get the part(s) for the fix. Yes, call again to make sure they are actually showing up (That's two weeks if you are keeping score at home). If you think this is ridiculous, keep reading...it gets better.

    -The 8-12 turns into another full-day when they show up at 3:30.

    -Oh, I'm sorry..the second set of replacement parts for your top of the line GE Profile appliance is bad. WTF?

    Good luck with these guys.

    Very poor business relations.

    I will be renewing my service agreements with another company and I will NEVER purchase anything else from these clowns.


    Garsh48 11/14/09 4:29AM

  • Call center for repairs is outsourced. cant speak a lick of english..hold time is ridiculous. very poor service

    toliver 11/10/09 7:24PM

  • On Oct. 7 I had my 55 gallon water heater repaired by Sears. The tech did not have the proper tools to repair the heater so I provided my toolbox for tools as needed. The tech replaced the upper element and thermostat. Upon the tech leaving I payed the $160.00 labor charge as the parts were still under warranty.
    The heater worked for about 8 hours and then failed again. I called the tech and he said to use the reset switch to restore power. After failing repeatedly everday for the next week, Sears said I would have to reschedule a new service call. This took another week to get a Tech for that visit.
    During that call the Tech, (same guy), ended up destroying the water heater trying to remove the lower heating element.
    Now I'm 2 weeks without hot water and a destoyed heater. Sears offered to replace the the damaged heater which I had no choice but to accect that. They did charge an additional $300.00 to install the new one.
    The issue I have is they will not credit the original $160.00 they charged me to destroy a perfeftly good water heater to begin with.
    At first they said they would credit the original $160.00 towards the installation charge but can't seem to find anyone who can actually credit this.
    I have set the "on hold record"; don't ever buy any appliance from Sears

    kquirk1942 11/10/09 12:20PM

  • I understand that SEARS has advertised that their service sets them apart and that service is a selling feature; however, I had a scheduled technician to visit my home and repair my refrigerator for a 1-5 pm time slot on 11/12/09. My wife called between 5:30 and 5:45 to see where the tech was and was told that we were to be seen that day. I called at 8:30pm and was told that we were next on the call sheet. Never showed. I called the repair service and they apologized and told me it would be Thursday at the earliest. I believe a week is too long to be without a fridge or even a call to update me on the whereabouts on the day of a schedule service. I have talked to very nice people and they are all very sorry about the delay and on three of the calls the person helping me questioned if the tech had called. I answered in the negative and they apologized again. What is a customer to do but report such lack of committment on behalf of SEARS to service what they sell.

    Concerned in Cypress, TX 11/10/09 7:51AM

  • I have a Sears refrigerator and in 3 years we have had 2 service calls each costing over $300.00. I have had many refrigerators running for years with out any problems. This one must be a lemon. It takes 3 to 4 days to get a service man to the house. The service man has to order the part and he will be back in 4 days to fix the problem. I get a phone call, the part has shipped and will be at my house the day before the Technician is to show up. Ok now it is the day before the Technician should be here and no part. I call the phone number and get someone I can not understand, I tell him to get someone on the phone I can talk to. He becomes rude to me and puts me on indefinite hold. I call back, get a nice person on the phone who can not help me, he puts me on forever hold. I call back again and get put on forever hold. Now I get a phone call telling me the Technician will be at my home in the morning, I try to talk to someone about not having the part, but guess what I get put on forever hold. I will never buy another appliance from Sears due to the bad customer service and of course the forever holding phone calls. I will make it my job to tell everyone I know about this bad service.

    Anonymous 11/9/09 7:06PM

  • We have some serious issues with Sears lately that have inconvenienced us big time. First we ordered a 50" plasma which I took a day off of work to be delivered per Sears and the 5 automated calls telling us what days and what time it would be delivered. On the day of, no one called and we had to call Sears to find out that the TV would not be delivered because of some excuse. No one called us, no one let us know, no one offered to give us any compensation for me having to take the day off work...no one.

    Then, we bought a mattress set which was to be delivered on the 7th and received all the calls telling us what day and then the day before, what time. And then on the Sat delivery that we paid extra for, we got a call at 6:30 in the morning from the delivery guy telling us he would be delivering it that day...6:30 on a Sat morning. Then at 10am that same day, the day of delivery, we get a call from a rep telling us that they are sorry but the box spring will not be delivered that day and instead will be delivered on the next Friday, the 14th. The person on the phone said there is nothing they can do, these things happen and then offered in no way to help us. Guarantee that if this was Extreme Home Makeover, they would have had their box spring mattress. So not only do we not have a bed to sleep on, I have nose surgery which I needed the new mattress for this Thursday the 12th and will not have anything and still Sears will not do a single thing to help out or compensate us in any way.

    DublDwn 11/9/09 3:42PM

  • In the past year I've had two experiences with Sears. In the first, I had the service dept come out to check on an air conditioner I had installed by sears. They never looked at the ac unit but replaced an indoor part on the central heater unit. Two days later it went out again, I took another half day off to great the same repair person who replaced the same part again and left saying if this didn't work it was the wiring under the house and I needed to call installation. It didn't work and I began a series of calls to installation who refused to come out on an existing unit and told me to call service again. After bouncing between customer service departments on the phone, and suffering through several weeks of 90-100 degree heat, I was told the only thing to do would be to call an electrician. For $250, an electrician came to my house, opened the panel on the air conditioning unit and found an electrocuted rat. Infuriated, I called Sears service again and asked to speak to someone in mgt. Three weeks later and after a multitude of calls, I was connected to a "blue ribbon dept" who had a sub contractor come out to confirm that a rat was electrocuted and then a week later a service person came to clean out the panel and fix the problem. I was told I would be credited my service fee and the amount of the electrician. And that still hasn't been done. I will never buy from Sears or schedule service again.

    kroset 11/7/09 12:55PM

  • We had a vacuum sent in for repair from our local service center (Market Place, Champaign IL). When we learned that the cost to repair was greater than the machine was worth, we asked that the repair not be made. A few days ago we received a call that the machine had been returned to our local service center.

    I spent more than half an hour on the phone today on two attempts to contact somebody at Sears (through the Customer Service department). Both calls eventually wound up in hangups on the Sears side; and I still have not been able to reach our local Service Center.

    This is not the first time that I have encountered this kind of incompetent, user-hostile service from the Sears Customer Service department.

    It is time for Sear to develop a more reliable system. A good first step would be to make it possible for customers to contact their local service department directly, rather than having to go through the incompetent voicemail system of Sears

    Anonymous 11/5/09 1:30PM

  • I purchased Kenmore washer and a bearing went out. The technician ordered the part for me, I found the same part on the Sears parts direct website for 105.00 CHEAPER! I called to find out why and got transferred to several depts on day one and eventually was told to call back. Called back and customer solutions said they couldn't help me it would be parts. Parts said they couldn't help me because the price difference was because I had a professional do the ordering. I asked if he honestly wanted me to believe that because the technician that works for sears ordered the part himself it would cost 105.00 more so he in theory is a professional part order'er?? He finally transferred me to service who told me there was nothing they could do and hung up on me. I'm going to go back for round 3 of pass the unhappy customer around and am hoping I don't get told I shouldn't have worked with a professional parts order'er this time!

    Anonymous 11/5/09 9:57AM

  • We bought an Kenmore dish washer 7 months ago and doesn't work. The repair man can only come out once every 10 days. It is not fixed yet.
    I will not buy another Sears dish washer again. This has happened before.
    Sears service stinks. Not the repair man just Sears in general.

    Anonymous 11/4/09 4:47PM

  • I purchase a dishwasher was delivered damaged. A new one was order, but to order a new one I had to pay again and wait for a credit after the installer returned the broken one. The new one #2 was also defective so we ordered #3. The installation was scheduled 2 twice and no dishwasher. When I said cancelled the order, I was told that the delivery fee and installation would not be refunded even though I was delivered damaged dish washers. So why do I have to pay for delivery on a damaged item. That is outragous!!!! So the only way to recoup my money is to get another dishwasher delivered and installed by SEARS. It has been over a month to het a simple disher. I will never purchase or shop SEARS agian!!!!

    lee9288 11/3/09 11:37AM

  • Worst company I have dealt with in a long time. Have a Sony flat screen TV sitting on the floor that basically has not worked since it was purchased. Sears has "Fixed " it two times, it still has no picture. This has been going on for six months! It has been horrible. Sears is still trying to decide if they will replace the TV even though it is still not working after two repairs. I just have to be patient! Thats what they tell me. think twice before buying something from Sears, then go somewhere else.

    Kay 11/3/09 10:56AM

  • I've purchased 3 refrigerators, 2 stoves, 2 washers, 1 dryer, 2 rear tine tillers and 1 snow blower, not to mention other things like clothes, etc. They had a promotion on Dockers Pants, buy $50.00 worth and get a $50 gift card rebate at the register. Well it came out to $49.98 total, but I received the rebate form from the print out on the register. So I filled it out & sent it. 6 months later they denied the rebate. After all the money I've spent at Sears they denied me over 2 cents. Not to mention the customer service people I spoke with were not friendly, didn't seem to care or interested in about my concerns. I'm upset because if I was not entitled to get the rebate, how come the register printed one out for me to send in?
    I was suppose to get a call from someone in reference to this and I have yet to recieve a call from anyone. I guess I'm not entitled to shop anymore at Sears. I'll take my business elsewhere.

    n/a 11/2/09 5:52PM

  • We bought a refrigerator from Sears 4 months ago. We also bought a "NO LEMON " Warranty. The refrigerator broke down after one month. We had 3 service calls over the next month to fix the problem.Each service call ended with the teach saying that they needed to order a part. A part arrived on the 4TH SERVICE CALL. IT WAS THE WRONG PART. The tech that day ordered another part. IT WAS ALSO THE WRONG PART ON THE 5TH SERVICE CALL.

    We went to Sears and said enough!! We want a new refrigerator. THEY SAID OKAY BUT THEY DISCONTINUED CARRYING THE MODEL WE BOUGHT. WE FOUND OUT THAT IT WAS THE LATEST MODEL FOR THAT BRAND AND TOLD THEM TO FIND ANOTHER SOMEWHERE AT A SEARS STORE IN THE USA. They finally found one and said that it would be delivered in 2 weeks on a Sunday between 3- 5 pm. It is now 6:30 pm on that Sunday and it is still not here!!!!

    DO NOT TRUST SEARS. WE HAVE LOST OUR CONFIDENCE IN THE COMPANY!!!!!

    jeff from greenbrae california

    JLK 11/1/09 7:33PM

  • I have been a sears customer for 27 yrs now. I recently purchased a new washer and dryer for home delivery. The men left without hooking anything up, which I paid for the dryer cord and solid exhaust duct. I have been on the phone for over two hours trying to resolve this. They tell me no one can come back for a week. I find this absolutely unacceptable. You should com[plete the first job before going to the next. Your service team is horrible as well as the people you have on the phone for this. Wait time on hold was over 1 hour each time. Not to mention you can't understand them, this is america, they need to take english lessons.I have been very loyal to sears all these years but I may have to settle out my account and buy elswhere.

    dminer 11/1/09 3:44PM

  • After being a loyal long time premium Sears’s customer for 30 plus years I can truthfully say that the last few years dealing with Sears repair service and the A & E repair service has been a nightmare from Hell! In the long past, when an issue came up it was taken care of... Period!! Not so any more. Of the 160 plus negative responses on here I can say I feel most of them are true as I have experienced most of them myself. In just the last 3 years after purchasing my Last and I mean the last Sears appliance, a Sears Elite top mount refrigerator that had all the bells and fancy stuff that my wife wanted in new appliances for our vacation home.. As it turned out, half way thru the buying process we turned to Lowes to fulfill the rest of our appliances as the problems started at the retail store level.

    The real Crux though is that Sears no matter what some say doesn't care any more... People are used to the fine service they used to enjoy and are flabbergasted by the "New Sears" and their new don’t give a hoot policy... BBB and State Attorney General Threats are useless to them... They have so many of them pending now a few more doesn’t matter to them at all, and it’s just another day at Sears. Bad Service is the norm. The only people I see that people to really recover anything from Sears are those that go to the States Small Claims Court System. The consumer (you, me) on the other hand still has to put up with hours on the phone, put on hold for up to 30 minutes while the problem is "being resolved" NOT! Only to be disconnected... Rude employees over talking you, records not found, telling you that no way something could have happened, when it just did many times over, if you don't agree with them you don't get anywhere. There never is any record of your complaints made of any employee from the bottom of the food chain to the top managers in the company... so they are all immune to treat you with disrespect any time they feel like it. Or, just disconnect you when you try to get connected to their supervisor... I had a tech manager last week tell me he would not give me his customer ID number or how to contact his supervisor or his ID number.. He was openly put out that he had to contact me to get a problem resolved... He was contacted by the former tech manager of the Walla Walla, Tri-City, WA. District who had worked with me earlier this year after repair problems escalated on my refrigerator and we had setup work arounds to accommodate repairs from Sears A & E repair service... He told me those work arounds would not be happening anymore as he was the New Tech Manager now and if I didn't like that I wouldn’t be getting repairs. He also implied I was lying about those work arounds and that it never had happened... They had missed so many "overbooked" appointments, wrong parts ordered, no parts ordered, some parts ordered, wrong contact numbers, Late when they did make it (8:30pm one time on a morning appointment) The list goes on and on. Bottom line here is techs are overbooked just like Drs. as A & E doesn’t want any missed spots on the route. It doesn’t matter you took a day off of work to drive 80 miles to be there for the 1PM to 5PM slot... They don't care... Lets see a days wages plus $50 bucks for gas times 3 or 4 times... Hey you could have bought a new appliance... On top of that you purchased the top of the line Master Protection Plan from Sears that is worthless unless Sears and A & E repair wants to fix the appliance.

    I could go on and on, but everyone here already knows the score... Sears and A & E Repair don't care and their customer service sucks! The only reason they still have a good customer base is all the loyal old timers like me are just catching on! And the new ones don't know any better

    Finally read the sears employee’s comments at the first page of this thread it’s the last (3rd) button from a former Sears / A&E Tech Manager... It tells it all about how they operate to put you off and to provide you with as little service as they can. You also can gleam some hints about navigating your way through the sears phone structure. Its the button on the far right Next to the 6 good reports button that was on the page you clicked on to come here

    Good luck, I know its hard but don't give in, it’s what they want to accomplish. Do the BBB and state Attorney General thing, it can’t hurt, then go the Small claims route if all else fails... Also don't forget you have spoilage and lemon guarantees in the Sears Master protection Plan but read the small print to see the hoops you have to jump through... They will go to extremes to not replace your appliance... keep a good log of what happens and every detail with repairs/ customer service etc.

    Good Luck, You'll need it!

    Ron In Washington

    Asparky 11/1/09 1:51PM

  • we were shopping at sears alot ... In september we went in to the Cheyenne store to purchase a few of the add items , one item was out off stock , so we ordered the item and paid with our sears credit card.
    It was suposed to arrive at the store october 15 th . On october 25th we went to the store to buy a few other items on sale,the item was marked 19.99 we were charged 62.99 we caught this at the register , but had to wait about 20 minutes for a manager to over ride there mistake . When he finally showed up he was very rude !!
    Then we went to package pick up . ( Sears had called and let us know our items were in ) They told us our items were not in to call monday .
    So that now brings us to today , october 30th we called package pick up to find out what was going on , to get put on hold for 25 minutes . No one came back on the phone .
    Called Sears customer service talked to George ask us to hold , the phone then hung up on me . Called back a second time was hung up on again . Called back a third time spoke with a female , ask me to hold so she could transfer me to customer service , I then got a machine saying Sears was now closed . I am tired of all there run around !!!

    Anonymous 10/30/09 7:37PM

  • Kenmore Trio Refrigerator Great on the outside falls apart on the inside PLASTIC parts break as an example the cost of finger sized par that holds the door shut is in a unit for 280.00 with 199.00 labor Really why would anyone buy an appliance that in 4 years is a feeble wreck of a very well thought out appliance. I am beyond unhappy

    Deedeebub 10/28/09 6:32PM

  • I was disappointed to go to Sears at Market Place Mall in Champaign IL today at 2:30 and find the doors locked that would give me access to the childrens department. Another young man was ahead of me and pulled on both doors and both were locked. I had $200.00 earmarked for winter tops and pants for my 2 grandchildren. I have limited mobility and must use a cane and there is no way I could have walked the length of the store had I parked in front of the store. I have always used this entrance and i spend a lot of money there on my grandchildren. I guess I will go to Penney's tomorrow because I know their doors will not be locked and I will not have to walk far.

    Ms Chris 10/28/09 1:13PM

  • Can't post my complaint about the terrible problems I have had with your Kenmore Calypso machine.
    What happened to truly letting your consumers be informed???

    Anonymous 10/23/09 1:26PM

  • My name is Terence Bunce, and my wife and I have had a Sears Account for over thirty (30) years, I went to a Sears store yesterday to make a purchase, some parts for a Mastercraft snowblower,and a couple of sweaters for my wife, When I went to use my Sears card I was told that the account had been cancelled because I hadn't used the card in the past two years.

    Needless to say I was very upset and completely disappointed in Sears service,talk about valued customers, I guess being a customer for over 30 years is not considered to be of value.

    Very diappointed in Sears.

    Terence Bunce 10/23/09 11:03AM

  • October 22, 2009

    At 1030 - I called the repair center for service on our Heat Pump. I was
    advised you had to check to see when a serviceperson would be available
    and you would call us back in 2 hours.

    1245 – No call so I called you to see when I would be getting a schedule
    for the repairs. Your customer service agent said he did not have the
    Information, but would check and get back to me.

    1445 – Again called and received the same response, “did not know, but
    would get back to me”.

    We have health issues in the home and need the heat pump. We ended up
    having to call another service company to get it fixed. They came right out
    after pulling a person off another job.

    It’s now 2140 and I still have not hear from SEAR’s.

    This is the last time I will use SEAR’s for anything.

    WHAT HAPPENED TO THE Sear’s that you use to be.
    Jerry Gillming

    Anonymous 10/22/09 9:48PM

  • Will never buy from Sears again based on this experience.
    Repairman came to house to fix/drain water softner. Repairman left. When we tried to run water around 6 pm we discovered the water had not been turned back on. Called Customer Service and spent over 2 hours with them on the phone trying various things as they were not able to get a repairman back until the next day. Finally had to quit and I asked them what hotel they were putting us up in for the night because now none of the toilets work in the house. They refused to pay for a hotel. (approx $80). I can understand the repairman making a mistake but I can NOT understand Sears Customer Service not taking any responsibility!
    As an addendum, we spent over $2000 on a new refrigerator a few days later and I would not even look at anything from Sears.

    Anonymous 10/21/09 9:55AM

  • I just purchased a "top of the line" Kenmore elite range. 10 days after it was delivered the digital display broke. When I called for service I was told that model range has a factory defect. When the service man came to replace the part, he told me the range had already had the same part replaced!
    How does Sears get away with selling defective appliances without warning a customer? I will never buy another appliance from Sears. I feel that I was duped.

    chevylover1988 10/21/09 4:57AM

  • We bought a new refrigerator ($2,000) and needed a door adjustment on the freezer. It was delivered and installed by Sears. The freezer door did not fit properly and caused a frosting problem in the freezer. We called immediately for service and was told we must wait a week for service. The technician treated us rudely and in an uncaring way. Although we have been a long-standing customer, this will be our last purchase from this company.

    Anonymous 10/18/09 5:09PM

  • 10-8-09 paid sears good money to fix dishwasher

    10-10-09 sears came out to look at dishwasher, could not fix.
    Had to order parts even though they knew what all the symptoms were.


    10-17-09 had to wait a week, even though parts showed up in a few days.
    Could not fix again even though the problem on what was wrong was
    reported 10-8-09 and a second time on 10-09-09.

    10-24-09 want to come back a third time to attempt repair.
    Sears repair said they close at 4:30 and can not help anyone who is lucky enough
    to have a job that does not get home until 5:30pm

    Sears must be doing very well and has too much business to have to come back three times
    to repair something they already knew what the problem was on day 1. It seems in this down
    turned economy that sears does not care much as they can afford to work when ever they want
    and how ever they want. Their attitude is for anyone who does not accept their crappy service
    to go somewhere else.

    Well I am, and since I am the paying customer, my money comes with me.
    Sears seems to be doing so well that they do not care about the customer base.

    Anonymous 10/17/09 1:26PM

  • I ordered part 9010 and my credit card was charged for 4 of this same part. I have been place in hold over one hour on 10/17 on two different tries to contact customer care. The service was deplorable and I am still on hold listening to your inane music. I am going to have to pay my credit card bill for this employee's error and then have the inconvenience of sending these parts back to you.

    Anonymous 10/17/09 7:30AM

  • I have been a sears customer for 30yrs, it's all over now thanks to your victoria,tx. store. went in to buy a $75.00 vaccum cleaner, 1 got no help, picked out machine,some little girl wants my name,address, phone, I refuse, she tells me I can't buy it unless I give her the info, insults my intelligence, ask for mgr. he or she is no show,girl tells me its for warranty bull, left went to best buy bought the same unit for less, will tell everyone I see not to shop at sears, they s__k

    frenchy55 10/16/09 3:45PM

  • In July 09 I purchased a rear tine tiller. After one half hour of use it quit tilling. The first appoinment was cancelled, and finally after more than 3 weeks I received an automated phone call informing me that my repair was scheduled for sometime between 10 am and 2 pm today. Due to a scheduled business meeting I was unable to be at home during that time. This morning the repairman called about 9 am this morning informed him where the tiller was. Tonight I return home to find a print out stating that the tiller operates properly and there are no problems. Still no power to the tines on the tiller. Now I start over again. Everytime I call they express the most insincere concern for my problem. I feel like they are reading from some list of standard responses depending on the complaint. I always felt that the Craftsman name was synonymous with quality and service, I don't anymore.

    Anonymous 10/15/09 9:07PM

  • Purchased a washing machine from sears 3 years ago... Since day one have had nothing but problems with machine... Had purchased the service protection from sears and over the past 4 months they have been out 3 times to fix same problem.. They are clueless!!! Still waiting on repairman who was supposed to be at my home between 10 and 2:00 today and it is 2:12 pm.... They absolutely suck... I would never recommend their services..

    Nad, Chicago

    Nad 10/14/09 12:14PM

  • I called Customer Service about my hot water heater leaking and having to turn off the water and heating system next to the hot water heater. The number I called was 1-800-8776420. After pressing several cue buttons asked from the system, and waiting several minutes, I eventually got a gentleman who gave me an appointment for 10/28th, which is an unacceptable date since it's 14 days away. After asking, several times to speak to a supervisor I got Jean #610853. She refused to give the location when asked. I terminated the call at 11:05AM. I called again and got Mary. She gave me a sooner date of 10/16, between 8 and 5. She told me that the routing company Sears Service works with couldn't give me a better date. I've been a Sears customer since the early 80's and before that I purchased tires from Sears in the 70's. I have never had such disappointing service results, and I'm seriously considering not doing business with Sears EVER AGAIN! I would like a refund for my water heater contract since I haven't used it until now.

    N. Krahn 10/14/09 8:28AM

  • Unable to reach anyone in Home Delivery to resolve issue with Monic in your repair center. On hold for 30 minutes asked for supervisor and name of supervisor placed back on hold would not give supervisors name. Very RUDE

    Anonymous 10/13/09 11:00AM

  • We purchased a riding lawn mower from Sears on 5/29/06. (Pd $1600.00) Started having trouble with it a couple of months ago. Has 95 hrs on it now, at the time it had 50 hrs on it. Put it in the shop. The Briggs and Stratton dealer here in Benton checked it out and told us that that motor came out with a defective air cleaning system which allowed dust to get into the engine. Guess what, we need a new engine. This problem was from the factory, not us. We understand that a kit has now been added to these mowers to solve the problem. Since we do not have an extended warranty, Sears says it's our problem, even though it's a factory problem. Our lawnmower looks like new, we have always maintained it and it has always been in our storage shed. We have purchased many appliances, tools etc from Sears for many years. Guess what, we won't anymore. If this was NOT a factory problem, we would not be writing this, but you should stand behind your products. We NEVER received a "recall" on this mower, but since you have taken care of the problem by way of a kit, YOU knew that it had a problem. Our repairman said that he has gotten a lot of these mowers with this problem. Why did you not "recall" this. We are very upset with Sears!

    520 S.Border 10/12/09 8:49AM

  • We called Sears to fix our TV We have got nothing but the run around. We have no pitcher. They send out a repair man he couldn't fix it so they sent for a new part
    Still didn't work. Sent for a other part. Still didn't work> now we re still waiting for a other part. This has gone on for a month and a half. The warranty will be over in Nov. Are they going to wait until the warranty is over They need to fixs it or replace it. I will never do bussness with Sears again. Ijust want our T.V. fixed!!!!!!

    Virg 10/11/09 2:25PM

  • Sears customer service is by far the worst people I have ever had to deal with. They have zero people skills, and I honestly believe they are a bunch of drones and robots over there. I will never shop for anything at Sears, ever again. The Worst!

    Anonymous 10/10/09 10:32AM

  • Sears has customer service and support?? Didn't know that... apparently the customer doesn't matter... the customer whose purchases pay salaries and help to keep people employed. I have never been spoken to so rudely in my life than through the repair center and Customer Solutions was even worse. They basically said they would not ever service any of our appliances and that there was nothing that we could do about.

    djt627 10/9/09 5:33PM

  • We bought a stove that is defective and in need of repair. I called your hotline, waited for hours and when the service guy showed up, he ordered a part. He set up an appointment to install it one week later on the next Friday. He said if the part had NOT come in by Wednesday, to call and reschedule the appointment since they needed the part to do the repair. So, it is now the following Friday and I have wasted MORE OF MY TIME only to find out that he never scheduled an appointment. I was told by people in a foreign country that it is MY fault because I didn't call to schedule an appointment. That is NOT what YOUR service man said. He was VERY clear that I had an appointment. This has now wasted 10 hours of my time and soon to be more to fix YOUR DEFECTIVE product. We are premier customers - well WERE. Now we will never be Sears customers again. I will never buy anything from your company again and will tell everyone I know this story.

    Frustrated 10/9/09 1:46PM

  • My sister who lives in WV has a maintenance contract with Sears on her furnance - a lot of good that does. She placed her first call to them in August to have her furnance checked, they made her an appointment then called and canceled the day before. Made another appointment for a couple of weeks later. The tech showed up took her furnance apart and left. They set an appointment up to come back in a couple of weeks, called the day before and cancelled. Made her an appointment for the following week. Waiting to see what happens now. Here is the part that upsets me: my sister is 72 years old, she is on oxegyn, they have had a frost during this time, and she has NO heat. Why does she pay every year for her maintenance agreement and get such horrible service? Sears has the worst customer service of any company I have ever dealt with. I have had a Sears account over 35 years but I will never buy another thing from them.

    Tom in NC 10/7/09 5:34AM

  • .We bought new appliances last year and are extremely disapointed with the range and customer service. This company has done everything they could to make sure our range was'nt covered under warranty.The problem we have is that scratches are appearing in the glasstop of the range. Deep sacratches. To make the scratches i'm talking about,well you won't make them with pots or pans.The only way we can prevent scratches from comming through is if we don't use it.The first eight months everything was fine,then scratches started appearing. Life long customer no more. Don't trust them.

    No Sears 10/6/09 5:51PM

  • I can't believe the bad service!!! I always thought Sears was good at repairs.
    I paid extra to get an EXTENDED service and called them to schedule service and I heard: "next week" and I said: "ok, they're busy". The technician goes WITHOUT THE PART!!! Next I hear: "they'll send you the part and we'll be there NEXT WEEK from 8AM-12PM." It was 1pm and they call to reschedule! What???! Ok, at 3:30pm. I send someone to be there and THEY CALL ME TO LET ME KNOW THEY'LL BE THERE EARLY, AT 2:20!!! I told them that the person is at the store and it takes her about 5 minutes to get there. The technician said he would NOT WAIT MORE THAN 5 MINUTES!!! He didn't wait less than 10 minutes!!!! They made me loose 5 hours in the morning, why can't he wait a few minutes?! Makes me wonder if we will ever use Sears' services again.

    Anonymous 10/6/09 3:18PM

  • I have a dual fuel heat pump that is less than 2 yrs old. I have had to argue and fight with Sears about its performance since I got it. I finally got my installers to come back and check it out, they found a problem that the service tech, couldn't. I am still having problems and all I am trying to do is talk with a service tech, and sears is telling me I can't because my product is over 1 yr. old. I will NEVER buy anything from sears again. The service is horrible, the products is worse. BE WARNED.

    THERESA 10/5/09 6:22AM

  • two years ago i purchased a kenmore gas wall oven.a year later after the warranty ran out the control panel on the oven went bad.i ordered a new panel from sears parts dept.and paid $190.00.now less then a year later the problem with the control panel has happened again.i ordered a new part.a few days later sears tells me the part wont be avaiable until 10-08-09.a wek later i get an e-mail from customer service saying the part wont be available untio 10-30-09.i the called fridgidaire and was told they no longer make the part.now i have a 2 year old wall oven that is worthless.what is sears going to do to resolve this issue.i've bought all my appliances from seare for the past 40 years.

    Anonymous 10/1/09 4:04PM

  • i accepted a quote of $480 over the phone with sear home improvement in livermore. Now that it is time to pay they refuse to honor the quote. They are trying to charge over a $1000. The horrible customer service from Sears has been received by Janice, Michelle Williams at the home office and Debbie Triplett at the Livermore Location.

    Danielle 9/29/09 4:47PM

  • I went to Sears for their fathers day promotion. The sign said buy $50 in pants and get a $50 rebate. I chose two pants priced at $24.99 each, I asked the sales representative if this would qualify for the purchase/rebate. She rang it up and said yes, it is well over $50. Sears has now denied my rebate saying that the price without tax has to be over $50. The purchase was 0.02 cents short. No where in the store was it noted that the purchase had to be $50 without tax, furthermore the sales person told me it qualified.
    Contact with their compliant department went no where. I am filing complaints with the BBB and the Florida Dept of Consumer Affairs, Sears should really be ashamed to play this bait and switch.

    barflea 9/21/09 10:24AM

  • BEWARE

    I found a circular saw on Sears.com. I filled in the required information, chose a delivery method; filled in my Visa Merrill Lynch credit card information including the security number and cell phone number. I received a confirmation number and expected delivery within 2 days.

    I later received a telephone call from a stated "security" person THEY ASKED A NUMBER OF PERSONAL QUESTIONS SUCH AS MY BIRTHDAY. When I refused to give them the information, they told me they would put the order on hold if I didn't give them the personal information. I talked with three people and eventually found out that they had maliciously canceled the order (#898263xx).

    This AM I received an email saying that an "error" had been made, did I want to purchase the item, again.

    In the ten or so years of shopping online, I HAVE NEVER BEEN ASKED PERSONAL QUESTIONS. This happened after my credit card cleared!

    My answer is that I will never never buy one thing from Sears, ever ever again. I will drive out of the way so as to not have to see a Sears store. AND, I will tell everyone of my many friends about this. It is a joke.

    You should be ashamed.

    Fred 9/18/09 8:12AM

  • Had five service calls since January. After the fifth time a technician came out I requested that the microhood be replaced. Was told by the technician that I had to call customer service.

    Called customer service and was told that the technician has to request the replacement. She schedules for the technician to come back out for a sixth time. This is the High Escalation department.

    Day of the service call. Technician calls to confirm appointment. When we explain what we want he says he will have to contact someone else.

    High Escalation department calls us to say they can't do anything about our microhood since it is out of warranty and we'll have to pay for the service call. Now I am PO'ed. I ask to speak to her supervisor. NOW the lying gets worse. She tells me she doesn't have a supervisor and that she is in the High Escalation department and that's the highest I can go. I was born, but I wasn't born yesterday. I call her on her lie and she tells me her boss isn't in today, HE will be in on Monday. So I ask to speak to the acting supv on duty. She puts me on hold and another woman comes on the phone, and get this, tells me that SHE is the previous woman's direct supervisor! HUH?! The supervisor gives me the same attitude as her subordinate but in a more condescending tone. On more than one occasion she tells me "I'm sorry, but you were misinformed."

    At this point I am close to shouting in the phone. I tell her I want to go higher and she tells me I can't. So I ask her if I'm supposed to call the CEO and she tells me to "Go right ahead." WOW! Okay, I tell her. I'll do that.

    Monday comes along and I do as she says. The guy who answers my call is MUCH more professional and helpful. He's also a little irritated that the supervisor (whose name and emp number I provide to him, thank you very much) didn't even attempt to offer me some sort of compromise. He was very helpful and I hung up satisfied that my problem was resolved...for now.

    Morale of the story? Don't buy Sears. If you do, be prepared for outright lies. When they do, call the CEO. Good luck to all who read this. My blessings go with you.

    Anonymous 9/15/09 7:10PM

  • I've had four service calls and four parts replaced since the end of January on a new GE Profile French door fridge I purchased from Sears. Sears says only two of the service calls count even though I've had techs here four different times and four parts replaced during three of those calls. Sears will not honor the GE warranty that say I have to have 3 service calls in one year. Don't undertand Sears Math.

    Savarese
    Oakland, NJ

    soniaRsavarese 9/14/09 11:29AM

  • first technician came to repair Fisher paykel washer on 8-14-09 unable to repair he ordered part.8-31-09 another technician came in unable to repair, order another part.On 9-8-09 technician came in unable to repair wrong part received, he order another part,appt set for 9-10-09, no show of technician,I called and got appt for 9-14-09.
    How many appointments to be scheduled and days of work missed to get a replacement? Technicians are not familiar with FIsher Paykel brand. In the meantime I have missed 3 days of work and not to add the inconveniences to go to a Laundry mat to wash my family clothes.
    Unhappy customer of SEARS

    Unhappy Customer 9/11/09 12:50PM

  • Kitchen aid fridge bought new 0n 5-2006 broke down on 8-24-2009.
    Called Kitchen aid & was told that they have an agreement with Sears & it was out of their hands.
    Called Sears on 8-24-09 to report defective fridge & was told to expect a visit on 8-28-09.
    Technician arrived & stated "it's your compressor & it is covered under warrenty.

    9-09-09 Technician replaced old compressor with a new one however it also was defective.

    9-9-09 another visit was made with new part 3.5 hrs later Fridge still not working.

    Now being told that service unit will have to look into the matter & have yet to recieve news on when our beloved fridge will be fixed.

    So far my wife has missed 3 days of work & we have spent over 6 hrs on the phone trying to find someone that will take responsabilty.

    We have 2 young kids & have been without a fridge for 15 days.

    GOOD JOB SEARS & KITCHEN AID, NEVER AGAIN.

    Anonymous 9/10/09 9:32AM

  • I think I might top all of the horrible experiences with Sears. FOUR no-shows for a dishwasher repair. After attempting to speak to multiple supervisors, I was assurred that the $129.99 fee would be REFUNDED to me after the repair man showed up...well....he never did...FOUR times. Finall I was promised a $100 Sears gift card to compensate me for my 4 1/2 days of work I took off...well, to no surpise...i never received anything. I have never had such a horrific customer service experience in my life!

    Anonymous 9/9/09 3:01PM

  • I, too, have wasted my morning waiting for a repairman who never called or showed up. When I called and finally spoke to someone, I received no assistance. When I asked to speak with a supervisor I was disconnected after again waiting a long time on hold. Very infuriating. I am still waiting to find out what happened, and in the mean time i still need repair on my refrigerator.

    merrymom 9/8/09 8:55AM

  • I purchase an electric smoker in
    late October 2008 from Sears. We smoked a roast, two geese, and a turkey at one time for Thanksgiving 2008. It was great. Before New Years 2009, we smoked a pork tenderloin, and it too was super. We started to smoke ribs in March, and the reostat or temperature control on the smoker failed in the first hour and would not work. We took the device to replace it, and discovered it was under warranty, that the equipment was not in stock, and had to be back ordered. We were referred to a "back order" 1-800 number. We called it, and were told we could not order a new part until a repair person had been called out and verified the part was inoperable. In a second call we reiterated the history and they told us (May 31, 2009) the part could not be at our home until the first part of August, 2009. It did not come. We called again, and they promised it would be here August 30. It did not come. Today, we were told we needed to have a service repairman verify the part was inop. The Customer Solutions Department is obviously a gimmick. It should be named -- How to placate customers when they have valid gripes. Simply hold out a carrot of action, and do nothing. They'll get tired and go away eventually.

    donherrold 9/5/09 7:13AM

  • I am aggravated because I was told a repair man was to be at my house to take a look at my refridgerator that isn't working properly this morning between 8-12 and still hasn't shown and it's 2:45 pm. I have received no courtesy call to let me know he would be late. I have wasted my whole day sitting around the house waiting..this is just rude!!! I am worried all my food in the fridge is going to go bad..or even worse I have heard of refridgerators catching on fire..!

    Anonymous 9/4/09 11:40AM

  • It's Friday afternoon, August 28th at 2:10. I am still waiting for a technician to arrive for a repeat repair on my dishwasher. Technician was scheduled for 8-12noon. Initial appointment was Monday, July 27. I paid for the service call ($129) and the part (mother board $204.99) which needed to be ordered. Mother board was installed on Aug. 19th. Technician did a cursory check of the dishwasher operation and was "out the door." That evening I discovered the "rinse and hold" button did not work. I called again for service. It was scheduled for today. So I sit and wait, and wait, and wait. . .phone calls to customer service are useless .OK - so I learned my lesson. . .no more appliance purchases from Sears, no more repairs from Sears. . .

    Anonymous 8/28/09 12:08PM

  • I purchased a new Kenmore Elite HE3t front loading washing machine for my new home. Moved in yesterday and did my 4th load of laundry and it started flashing F21 (Call service). I called and was advised that a technician will have to come out and the next available time is 6 days from now. I can't open the washer to take out the clothes so you can imagine what they'll be like. Was informed by the Tech, Mark, that it's not unusual for people to have clothes in the washer for a week waiting for repair. The health hazard associated with mold and mildew are not something new.
    I spoke with Mark at length and was told over and over there is nothig that can be done to get service any sooner. He did get me in touch with Nancy with Customer Solutions but the story was the same. She could offer me a new machine but it wouldn't be available until 2 days after the repair date. Then I find out they may not be able to fix the machine when the repairmena gets here and it may be another week before. The sad thing is Sears upper management has isolated themselves from these complaints. There is no way to get with a supervisor, they are out. I was told that many times in my conversations. I've read other complaints that say the same thing.
    Think twice about buying from SEARS.

    Anonymous 8/27/09 4:36PM

  • I just bought a Jen Air microwave from Sears just less than 6 months ago. It broke down.
    I also brought Sears' insurance service.
    They made an appointments for some goon technicians to come out to fix my microwave. The appointment was from 8AM to 12NOON. I am sitting here 1205PM and no Goons are here yet. When I called, they said that those technician finished their job at 1139 and headed to LUNCH. They were "sorry" and I have to wait longer. Meanwhile I have to be at work by 1230pm. What type of service is this? Sear surely knows how to take money from people and not provider service. This is not the end. I will continue to let people know of what Sears's service is like or lack off. It's fumes me to think about those technician sitting their leisurely taking their lunch when I am in a crunch to go to work. Sears need to reassess their staff. Those goons techs need a prolonged lunch with a pink slip.

    TD Nguyen 8/25/09 12:29PM

  • Purchased a refirgerator from Sears on Aug.7 2007. Problem with freezer icing up Aug 2008 freezer froze unable to open. Serice called took 3 weeks to get repaired, had to order parts wrong parts. Feb. 2009 the light would not shut off in refrigerator portion, melted the light fixture, repaired only took 2 weeks. Aug 2009 tray holding ice in freezer falls when freezer is opened, fixed, then freezer starts icing up again. Called serviceman, informed Sears I should have a new refrigerator, was told they would give me a $500. credit on a new unit. Have repeatedly called can get no satisfaction, freezer still icing up. I know the unit can be repaired, but I obviously insulted someone in the parts department and the repairman was told to put a replacement audit tag on the unit. I am shocked at this kind of treatment from Sears, what happened to their customer satisfaction motto,

    Anonymous 8/22/09 10:13AM

  • I ordered a GE profile side by side refrigerator from Sears on June 24th. It is August 21st and I still do not have the refrigerator. They have sent two, but both had bad paint jobs. This refrigerator retails over $3,000. Sears said they would try and find another one some where in the country, but that was 4 weeks ago. Asked for a couple of filters for my inconvenience and they said NO! Talked with another appliance company, they said they would have given me at least a filter or two no problem. I am totally frustrated with having to take time off of work to wait all day for nothing and there customer service has been of no help.

    L Falat - Illinois

    Anonymous 8/22/09 9:59AM

  • I am extremely frustrated with the website that supposedly has the manual for my Kenmore washer. I bought the machine at a Sears Outlet and no manual came with it (the salesman did not warn me about this.) I have spent one hour trying to get the manual to download. The website is slow, clumsy and extremely difficult to navigate.
    If I had know there was no manual with the machine I would have shopped elsewhere. As it is, I am willing to pay the $15 restock fee to get rid of the problem and the machine

    catfanatic 8/21/09 11:37AM

  • Very disappointed with Sears Repair Service. I have a 3 year old HE4 electric dryer that malfunctioned. I called Sears to have the item serviced. The technician couldn't figure out the problem on his own and had to call into a service center. Then once the problem was identified the technician didn't have the part - a day off from work wasted. On top of that, I had to pay for the parts before the repair was conducted. Repair rescheduled for the following friday (another day off work). Part installed didn't solve the problem - order new part, pay in advance, and take another day off of work. In all the time wasted I could have bought a new machine and had less hassle. Worst customer service ever!!

    Anonymous 8/21/09 7:05AM

  • I have been a 20+ years with Sears and I am so very disappointed in their Customer Service. My houses have always been filled with Sears products, but, I can assure you I will not purchase another thing from the Sears Store. My complaint: On the phone for 50 minuted on HOLD. Then disconnected called back on the HOld for another 30 minutes. I purchased a wide screen TV and bought the insurance $500.00 and cannot get service because I cannot get through. From now on, I will make my purchases at a store that has excellent Customer Service. At this time, my husband has been on hold again for 25 minutes!!!!!!!trying to make an appointment to have a Tech service our TV!!!

    Sears 8/19/09 5:05PM

  • Had a service repair for Dishwasher today. At 10:46, I get a message from the MEXICO Serivce Center. The techician couldn't get a hold of the customer(ME). Call to Reschedule. I never received a call from the technician. My phone never rang. Also, I had a technician reparing my refrigerator when I received the call.He is a witness the call was never made. This is a pratice the technicians use when a repair call for the rural areas are received. I asked to have the technician call back. MEXICO Service Center couldn't help all they can do is schedule visits. I regret SEARS finds it more important to give US jobs to 3rd world countries, which have no idea of what quality customer service entails. If they can't keep YOUR clients happy, why hire them? How many SEARS stores are in MEXICO. If SEARS is giving the jobs to MEXICANS then let the Mexicans buy your products. Do you expect the same your make unemployed to buy your products? Sears may pay US workers more but the Profits are more than if theMEXICANS workers bought your products.

    Unset Long Time Customer 8/18/09 10:59AM

  • In July 2009 we purchased a 21.5 cu. ft double door bottom freezer Kenmore refrigerator from the Sears store in Shreveport. Although, our salesperson was very helpful and knowledgeable, all went down hill from there. Our delivery date(s) were a disaster. On our original scheduled date, we were unable to meet the delivery truck at our home so we changed the time to a later time that we would allow either me or my husband to be at our home. The delivery people did not show at the confirmed time. I called to report this issue and the CS rep set the delivery for the next day which me and my husband made ourselves available that entire day despite our work schedules. The delivery people did not show at all for our confirmed rescheduled time. We contacted our salesperson becuase he was the only Sears personnel that appeared to symphathize with us and tried to resolve our problem. We did not get our refrigerator delivered until nearly one (1) week later. On the date of delivery, the delivery person unboxed the refrigerator and pushed his dolly up to the refrigerator. Apparently he was having difficulty unloading the refrigerator because he pushed the dolly so hard against the refrigerator that he dented the lower back portion of the refrigerator causing the metal backing to touch the fan. This was unknown to us at the time of delivery. After the person left and our food was placed in the refrigerator, it began to make a really loud and annoying noise. On the second day, we finally called our sales person who connected us with the repair department. They scheduled a special service call for July 4, 2009 from 8-5. My husband and I waited all day, no one showed up. On the following business day we called to confirm the service call and was told no one would have come on July 4 because it was a holiday; however they would be there on July 6. Again, no one showed. Finally, they sent someone to look at the refrigerator nearly one (1) week later. The serviceman was very professional and courteous; however, we requested a new refrigerator. My husband feared that because the refrigerator was damaged it would more than likely cause us problems in the very near future. On July 21, 2009 a new refrigerator was finally delivered to us. We are very displeased with the service of Sears and do not desire to do business with this company for any reason.

    D. Jones 8/6/09 12:41PM

  • I had an appointment for Monday July 13, 2009 to repair my Kenmore washer/dryer between 8a-12p and received a call from Sears during that time informing me of a scheduling problem and the technician would need to reschedule. I rescheduled the appointment for Friday July 17, 2009 between 8a-12p. Someone was there at this time and no technician showed. I called the national customer service number at 1-800-795-5030 at 1 pm and they referred me to the call center that handles the area (Miami). It is called Plantation Customer Service. The number is 954-321-2344.

    I was told the technician arrived in Miami at 11:20a. I told the person waiting at home to not accept the service if the technician showed because the wait was ridiculous. I called the customer service number again and was told that technician actually had a light day and was then told that he was in a meeting. I was then forward to someone I guess was a supervisor. I made a mistake by not recording her name. She told me that Sears would reimburse $150 in labor and $100 in parts and told me that my file number would be my phone number. She also told me that I would be rescheduled for Wednesday July 22, 2009. I called on Tuesday July 21, 2009 to verify my appointment was scheduled. The rep told me that all she had in the computer was my last appointment for Friday. Apparently there is no record of anyone doing anything after that call.

    After calling on Tuesday I received a voice mail informing me of my new appointment. It was not scheduled between 8a-12p as the person said. It was scheduled between 1p-5p. I called Sears again at 1-800-469-4663 at 915a and the rep (Gabe) confirmed my appointment. I asked who scheduled it and she was unable to do so. I asked because I did not and would not schedule it for that time period because my son naps at some point during that time. She returned and told me the technician’s supervisor (Olga) rescheduled it. I asked if there was anything in the file stating that I would be reimbursed and she found nothing. I canceled the appointment during that call because I was tired of this.



    I lodged a complaint with the Better Business Bureau in Chicago, location of Sears’ headquarters. While awaiting a response I called a local service shop and someone was out the next day and gave me a quote. A few days later I received this response from the BBB and Sears:

    On July 30, 2009, the business provided the following information:
    July 30, 2009

    Nita Virghes
    Better Business Bureau
    330 North Wabash Ave., Ste. #2006
    Chicago, IL 60611

    Re: # 94248750

    Dear Ms. Virghes:

    We have completed our investigation of *****'s complaint regarding her recent Sears Home Services experience.

    We are always concerned when one of our customers has a less than satisfactory experience, and can only apologize that we failed *****'s expectations. Unfortunately, our scheduling methods are not foolproof, and a technician can be faced with a repair issue that requires more time than was anticipated. We are pursing methods to avoid rescheduling and encourage our technicians to provide timely and courteous contact with our customers when we do have to reschedule service.

    Our records indicate that ***** spoke with our Customer Solutions group on July 17, 2009. At that time, we rescheduled the service appointment for July 22, 2009. After discussing *****'s less than satisfactory service experience, our associate offered to reimburse her up to $150.00 towards her labor costs and up to $100.00 toward parts, if she decided to proceed with any recommended repairs. We can only assume that our associate advised ***** to contact Customer Solutions once repairs had been completed to process her refund. We regret that ***** may not have been provided with this process and that she received incorrect information regarding service when she called on July 21, 2009, but our files indicate that the service was scheduled correctly; however, her estimated time frame for our technician's arrival was shifted to an afternoon appointment. If ***** would like to reconsider service with the offers to reimburse her as noted above, I ask that she contact me directly Monday through Friday from 8:30 am to 5:00 pm so that I may provide her with further assistance.

    We apologize to ***** on behalf of Sears Holdings Corporation for any inconvenience she may have experienced and appreciate the opportunity to resolve this matter. Please feel free to contact me if you have any further questions or concerns.

    Sincerely,


    Leslie Daley
    Regulatory Complaint Specialist
    Sears Holdings Corporation
    Special Handling Team
    800-762-3049 x 16357

    My dryer broke on 8/3. On 8/4 at 12p I scheduled an appointment with the local place because I believe they are more reliable. My appointment was confirmed for Thursday (8/6) morning. The appointment possibly could have been 8/5 if I would have called earlier. I called Leslie Daley on 8/4/09 at 430p and I told her my problem and that I had a quote from a local company. I asked if Sears would reimburse me and she told me that only a Sears repair would be reimbursed. I inquired about the earliest possible time someone could come out. She told me Friday between 8a-12p (I have heard that one before). I asked if she could guarantee someone would be there so that no one would need to wait around at the house and she told me no. I thought it was a reasonable request because two appointments were canceled and someone was home both times. I declined her offer and feel confident with the local place.

    Here is my original confirmation:

    CONFIRMATION OF SERVICE ORDER CREATION :
    _______________________________________________________________________
    This message is to confirm your repair request with Sears.
    You have scheduled service on your Kenmore Washer-Dryer Combination as follows:

    Service Order #: 76891167
    Product: Washer-Dryer Combination
    Date Scheduled: Monday, July 13, 2009, 8:00 AM - 12:00 PM
    Date Created: Tuesday, July 7, 2009
    Repair Address: ***
    Repair Phone: ***
    Email: ***
    Minimum Charge: $100.00

    The service technician will arrive between 8:00 AM - 12:00 PM on Monday, July 13, 2009

    Our technician will review the repair costs, which may include both labor
    and parts, with you before any work is done. If you decide not to have the
    product repaired (and the product is not covered by a protection agreement
    serviced by Sears or a warranty) the minimum charge will be $100.00

    Please retain your service order number (76891167). You will need this number
    if you decide to cancel or re-schedule your service order online.

    If you have any further questions concerning your service order, please call
    1-800-4MY-HOME (1-800-469-4663).

    Thank you for scheduling service with Sears.

    goodcustomer 8/5/09 3:35PM

  • Absolutely, positively inept.

    DO NOT ORDER ANYTHING FROM SEARS THAT YOU EXPECT TO ARRIVE IN A TIMELY MANNER AND OGOD CONDITION! CAVEAT EMPTOR!

    scott318 8/5/09 12:29PM

  • VERY dissatisfied with phone customer service.This was a re service on my appliance serviced less than 15 days ago @$200.+ fee. Same repeat problem.
    My initial representative JOSH knew nothing told me I would be charged with a 2nd service fee even for a related problem, was put on hold for 10 mineutes with the worst music. I insisted on speaking with a supervisor, again on hold for 7 mineutes, BRIAN the floor supervisor tell me SEARS policy is no service fee if it a relate problem. But, so sorry we can't service the unit for 7 days. When I said I couldn't believe the delay and would complain was again put on HOLD and magically a next day appointment was found.
    Your representative are uninformed not helpful deceptive and lie. You don't deserve my business.

    Anonymous 8/3/09 6:09AM

  • My frustration level is at the max...repeated calls to Sears customer service, extensive time on hold, disconnects, repeated call backs, and more time on hold. I'm on hold now again and decided to write this email as I continue to wait.

    Initial purpose of my call related to purchase of an installation kit for a portable dishwasher— specifically delayed receipt of my order, missing parts i.e. listed as included in the kit but not— and the subsequent need for me to purchase a check valve at an additional cost of $54.00 + $30 to expedite shipping— as installation of the dishwasher was needed to proceed with renovations to my kitchen.

    Once the check valve did arrive, my plumber advised that he could have purchased the item at any hardward store for 50 cents. Specifically it was not a proprietary part and $54.00 was a total rip off of Sears customers.

    I feel cheated and know that I was mislead at the onset of my dealings with Sears parts when I placed the initial order for the installation kit. This is the absolute end of my rope; I will no longer do business with Sears and plan to share my tale with any who will listen.

    Anonymous 7/30/09 9:01AM

  • I purchased a crossbow home gym a few years ago I bought it on line and bought the master protection plan for 5 years. It was good for 4 years but then I started having problems with the resistance in fact it kept coming off its tract. The plan says if they have to sevice the same part 3 times they will replace the item. After 3 times the problem still occurred but insead of abiding by the warrenty they said if it happens a forth time they will replace it. Well it did and now comes the replacemnt. 1) they only replace it with IN STORE items it does not say that in the contract but they make it up as they go along 2) their in store item can be a lot less then yours was and you are stuck with it 3) you can't get the item fixed by anyone but sears and have to put up with multiple calls many dropped calls, log waits for parts the service people come out and say "yep the part is broken only to say they will order a new part which takes a few weeks then you need to call back when it arrives to get it installed... . so my item was not IN store as it never was so they said I could have any in store home gym that was under the price I paid for it. All they had was a bowflex that was the cheapest model divered 1/3 the exercises and was completley manual.(mine was push button electronic all the way). I found a slightly better product the bowflex pr3000 but again half the exrcises manual and $200.00 more then mine was. They said I could have the item but would have to pay the difference. I figured $200.00 better then nothing so I agreed. Now I find out that hmmm it is not IN store so I have to pay for it in full and get a refund. OK not good but doable . Buy the item send in the reciept for refund. Find out lets see it will be $200.00 for he extra price as they did not have my model or anything close. It is $137.00 in shipping I am responsible for as it is not home delivered. and it is $67.00 in tax. Totally 1219.00 not bad for a $800 item. (basically it is like saying they can replace your Saturn SKY for a toyota corolla but for 1/4 the price more they will give you a toyota camry but you have to pay the entire price first plus the shipping and taxes on your own. So instead of your sport car all you get is a crappy other model for 1/4 the price more. Considering you pay 1/4 the price of the item for the plan in the first place. NOT WORTH IT. That is the best I could do and that took 4 months (noth including the 8 months it took of return visits to fix the machine and buy parts)at least speaking to 100 people atleast 7 different sections. Oh I forgot to mention when I used a $75.00 gift card to purchase the item on the sears.com site the site first subtracted the money from the gift card then added it back on the final window and if you did not notice you now had ) balance on your gift card and the original price of the item. Neat trick!! Still does it to this day even though I called them and emailed them on it. Oh and I made the mistake of purchasing the shipvantage plan which says for $79.00 they will ship your items for free. ( I again called Sears.com before purchasing it to see if this item was covered and after giving the rep the item number and telling her it was oversized and overweight she said it was covered only to find out after 4 more calls that it was not and 15 more calls to get it taken off my credit card). I still have yet to recieve the new machine and they are supposed to assemble it for free (sure!!!!) Oh I forgot everyone is very friendly (sickly so ) but totally useless you get a rep after 15 to 30 min hold time then you get transferred around until maybe you get the right person after about 2 hours (one hour hold time and 3 dropped calls in all)only to be told they will fix the problem and to check back the next day only to find out nothing was done and you get to do the entire process again. Except 3 people Felicia and Karen out of Austin Texas in Customer solutions. and MJ (out of sears.com).Of the 100 people they are the only ones who did not drop calls did what they could and actually helped. If you can't ask for them and get anyone else hang up, you are wasting your time. Not bad 3 out of over 100 people
    My advice don't buy the Master protection plan and don't buy from sears EVER unless you want a whole lot of hassel. BUYER BEWARE

    Jessica 7/29/09 12:06PM

  • Why would Sears think that harassing someone several times a day by calling them to renew their warranty agreement would work?

    If you google the 800 number that's been calling me (800-927-2291), you'll find a lot of unhappy people upset about getting constant phone calls.

    tired of it 7/29/09 7:23AM

  • Service for lack of a better term doesnt exist. I have a $960 3 yr old front load washer with a 5 yr service plan. The washer broke on June 20, technicians have been here 3 times replaced four parts, and I still have no washer and lost 3 vacation days. Techs dont caryy parts on the truck, wrong parts were shipped, lost parts arrived, and no one at any phone number you call can help. They apologize and want to schedule yet another appointment. Help me out. This is pathetic, unacceptable, and just plain stupid. I will never go through sears again.

    Anonymous 7/23/09 8:47AM

  • TERRIBLE, AWFUL, PATHETIC "SERVICE." Entirely too many problems to detail each one. Overall the WORST customer service of ANY business I have ever dealt with. Scheduling 4 hour windows for service and theY still do not show up "on time." Never have any necessary part on the truck so this process always has to be repeated the following week! Telephone scheduling people do not know what they are doing and offer nothing but lip service. I WOULD NEVER PUCHASE ANYTHING FROM SEARS. I WOULD NOT EVEN ACCEPT A FREE APPLIANCE FROM SEARS BECAUSE THE SERVICE IS JUST THAT BAD!!!! Rating is a "0" out of "10.)

    Anonymous 7/22/09 5:56AM

  • Completely unsatisfied. I placed an order back in May 09 for a water softner; paid by credit card over the phone. The agent was very happy for the sale. I also added an installation fee which brought the $500 item up to $800+. OK, I didn't want to do it... I waited for a call from the infamous INSTALL TEAM. Didn't come. I called. They scheduled. They called and cancelled. OK Reschedule. They called 30 mins before they were to be there - I got out of work early for this - and said they left the water softner in the warehouse - Cancel again. Reschedule again. They called 15 minutes before they were to be there - off work again - and rescheduled. I called Sears and cancelled the whole thing. NOW THE PROBLEMS START: Try = JUST TRY = to get your credit card credited.... this is over a month of calling and still nothing. Today, I got hold of someone that actually looked up my account on the computer and said the order was NEVER cancelled - Whoo Hoo - She typed something and said it had been taken care of, and to call back in a week if my card wasn't credited. My BP, my poor BP ! Hope they get this done right this time - if not, I'll be back on here with another note

    DocWan 7/20/09 1:03PM

  • absolutely awful. What a racket. I got transferred 4 times and had to listen to the same speech and all they want to do is sell you more itmes.

    Sears service deptartment is enough to keep me from ever buying from Sears again.

    It is totally pathetic.

    klonnie 7/16/09 6:32AM

  • I had a very bad experience trying to return unsatisfactory merchandise. The department manager and the store manager at the Shreveport LA retail outlet refused to give a full refund. I was told they did not give give full refunds, but I could return the merchandise if I gave them a 15% restocking fee. They told me that a full refund was given only if the merchandise was returned in the original packaging, unused and and unopened.

    I was told I must take the merchandise to the warranty repair store just off Youree Drive in Shreveport. I took the merchandise there and I was refused service. I went back to the retail store and the manager finally arranged at home service, still refusing a refund.

    In a few weeks the repair part was replaced by the service man.

    I am unsatisfied with the merchandise, a rear tine, dual rotating tiller because the gerar box broke before 90 days. I feel certain the gearboxes uded for those tillers are not durable and that if I keep using the tiller and even if the at home warranty service is honored that I will be unable to get the use from the tiller that I expect because of downtime in between repairs. I believe that I will be very frusreated from down time during tilling seasons to come as I was during the first tilling season I owned the tiller.

    The merchandise is not satisfactory, the initial response from the retail dealer is completely unsatisfactory because their information about the correct procedure was totally incorrect, caused me great inconveniene from a long counter-productive trip, the cost of travel expenses and the loss of an entire day's work. The warranty service location was an unpleasant experience because they were not equipped to give the service that the retail managers gave me.

    If this is the way Sears continues to handle customer relations with my purchases I will definitely decrease the business I do with Sears.
    Dale Thomas
    (318) 994-2208
    samohtelad@aol.com

    Dale 7/14/09 4:03PM

  • I would like to talk to someone who cares whether you provide decent customer service. Your customer service line has done nothing to solve my problem. I have waited four times for service people to fix my washer. That is sixteen hours of my time! My washer is only two years old and shouldn't have broken. The first service person who came out ordered the wrong part (4 hrs.). The second service person who showed up ordered the right part (4hrs). The part arrived and we made another appointment to have it installed. The service person didn't show up and didn't call (another 4 hours). He rescheduled for a day her doesn't come to this area. Now they are suppose to come tomorrow (another 4 hour wait). The supervisor was suppose to call me. He never has called. I am going to go online each night until you call and write bad reviews of your company on every website I can find. Sears does not care!

    No Sears 7/13/09 9:57PM

  • Absolutely the worst. At one store in town we asked about the Kenmore 8000 BTU air conditioner, were told it was out of stock and would have to be ordered. We asked them to check whether the other Sears store in town had the item in stock. They said it was out of stock there, too. We decided to order it. They said it would be in in two days and that we would have to pay now. We paid. On the way home we noticed on the register tape that the expected arrival date was EIGHT DAYS not two. We drove over to the other Sears store. They had the item in stock and didn't know why the first store said they didn't. We asked them to cancel the first order and we would purchase from them. They said they could not cancel the order from the other store, we would have to do it ourselves. We purchased the item at the second store. At home, we spent more than an hour trying to reach the first store to cancel the order. We were cut off FIVE TIMES. We called Store customer service four times and reached 3 very nice people and one nasty person. They all tried to connect us to the store and/or to a supervisor, but we were again cut off every single time. Then we noticed the back of the register receipt: there was a 15% restocking fee. And a 15% order cancelation fee. We went back to the store in person to cancel the order and were told we would have to pay 30% of the price in fees. We are now in the process of trying to handle the mess through our credit card dispute service. I will never shop at Sears again.

    penny 7/13/09 1:33PM

  • SEARS 1-800 4MY HOME






    A technition from Sears came out to service my refrigerater on July 2, 2009. He needed to order parts for the vegetable drawer. The wrong parts were ordered so I called Sears back on July 10, 2009. I was transfered 4 TIMES OVER A PERIOD OF 20 MINUTES. The last person I spoke to said that she would have to send another technition to my house on July 14th to verify the parts. They couldn't just talk to the technition that serviced my refrigerater and previously ordered the parts. There was no charge for the previously scheduled service or parts ordered but I now have a bad feeling that they will charge me this time. I will be probably writing a new comment soon.

    Kimo 7/10/09 11:18AM

  • I BROUGHT IN A CRAFTSMAN MOWER TO MY SEARS STORE AT THE POUGHKEEPSIE GALLERIA BECAUSE IT HAD A PROBLEM AND IT NEEDED TO BE SERVICED.i HAVE AN EXTENDED SERVICE CONTRACT AND SPOKE TO A TECH AT THE SERVICE/REPAIR KIOSK AT THE STORE,FILLED OUT ALL THE PAPERWORK AND LEFT IT THERE.I CALLED THE SERVICE DEPT ABOUT 3OR4 TIMES TO FIND OUT WHAT WAS GOING ON AND TOLD THAT THEY HADN'T LOOKED AT IT YET BUT THAT WHEN THEY DID THEY WOULD CALL ME.THEY CALLED ME BACK AND SAID IT WAS A DRIVE SHAFT PROBLEM AND WASN'T COVERED BY MY EXTENDED SERVICE CONTRACT.I TOLD THEM NOT TO FIX IT.LATER ON I RECEIVE A LETTER IN THE MAIL STATING THAT THEY TRIED TO CONTACT ME BY MAIL ON 7/5/2009(HOW DO YOU TRY AND CONTACT SOMEONE BY MAIL,EITHER YOU DO OR YOU DON'T0AND THAT I HAVE A BALUNCE 0F $32.43.HOW DO I HAVE A BALANCE IF THEY COULDN'T FIX IT.THE SERVICE DEPT SAID IT'S BECAUSE THEY LOOKED AT IT AND I SAID THAT SHOULDN'T MY SERVICE CONTRACT COVER LOOKING AT IT.I'VE BEEN A DEVOTED CUSTOMER OF SEARS FOR MY WHOLE ADULT LIFE BUT THEY HAVE TO CHECK THE HIGH SCHOOL DIPLOMAS OF THE PEOPLE THEY HIRE BECAUSE IN THE PAST 2 YEARS THE CUSTOMER SERVICE DEPT HAS GONE STEDDILY DOWNHILL

    buddywuk 7/9/09 1:01PM

  • It appears Sears does not stand up to what they say or promise. We to had a freezer door tat would not close properly. It is still under warranty, when we called to get a repair person out to fix it we were scheduled 4 days out. On the day the repair was to take place (Tuesday 7/7/09 from 1-5 pm)we got a call from Sears stating the "repairman" had broken down and they rescheduled us for Saturday 7/11/09, stating that was their first next available scheduled appointment. I asked to speak with a manager about this and the person I was talking to stated they were not avaialable. I then hung up and called another customer service number and explained the situation and amazingly they had a Thursday (7/9/09) appointment available. Sears customer service and repair sucks!!! Our purchases will be from somewhere else next time.

    Anonymous 7/7/09 3:26PM

  • I received a Craftsman elecric 1800 psi powerwasher for Christmas. I used it for 2 months when the weather turned nice and it quit working. I took it back to the SEARS store in Springfield, Illinois and was told it was out of the 90 day warranty and they could not exchange it but could repair it. I left it with them and on the appointed return day 3 weeks later - the service department promptly called me and told me the washer was ready to be picked up. I drove the hour to the store and was told when I arrived that I should have been told but SEARS does not work on their electric powerwashers unless I had boughten the extended warranty. I was further surprised to learn there was a $20 fee associated with them holding my washer for 3 weeks and doing nothing with it! I told them the powerwasher was useless to me and they could keep it because I was not paying the $20 fee. The repair representative decided he would waive the fee and I could take my broken washer home.

    Well, since it wasn't working anyway - I decided to tear into the thing and manualy turned the motor which freed up the workings and whala - I fixed it.

    I always thought Craftsman meant quality and the company would stand behind their product - evidently not unless you buy the extended warranty - what a scam

    TW 7/4/09 3:52PM

  • We have been good Sears customers in Panama City Fl all of our lives, The phone system is terrible, it is inpossible to call into the store. We recently bought some new app. for my mother, the sell persons was very helpful & nice. After the sell, the Del was a nightmare, we tried calling & talking to a Mgr. which is impossible in that store. If local store Mgr. does not care about helping paying customers, why should we shop at Sears? Sorry about the complaing but something need to be done in that store or it needs to be closed. Thank You Helen

    Anonymous 7/3/09 7:09AM

  • I purchased a $1400 Kenmore Elite in 9/07. It died and I called service. Person on the phone was great - the repair tech was fanstic - going way above and beyond the call of duty. Turns out the fridge was out of warranty and was UNREPAIRABLE. Yep, a $1400 fridge could NOT be repaired. I'm left with a huge, expensive hunk of junk. No help when we called customer service so I called corporate headquarters where they offered me $300 off the price of a new fridge purchased at Sears. When I asked the woman on the phone why would I go buy another fridge at Sears given the experience I just had - she went dead silent.

    It was a freezer on the bottom and the was a copper tube that was run through the drip pan - a manufacturing defect. This is the only model that Sears doesn't have a 5 year warranty for the closed compression unit. Of course you can't find this out until AFTER you purchase the unit and look at the instruction manual. That is to say if you are fully versed in fridge warranties and know what to look for. So much for going to a "trusted, experienced source". One of the customer service people said that they could have done something for us if we called BEFORE we need service. Huh? Why in the world would I call customer service before I needed something. NEVER again will I purchase anything from Sears.

    wonktea 7/1/09 4:12PM

  • I need to express my utmost disappointment with Sears and there ability to have quality control on all there appliances. Every appliance in my house is Sears Elite and every one has broken down at least 2 times. My issue at this point is, it is less than a week from a major holiday and my oven has broken down yet again. This will be the 3rd time in 8 years. These repairs are not inexpensive. This time the micro control panel is gone AGAIN. This the 2nd time this same part has done in 3 years. When I called customer service they indicated that the part is only warranted for 3 months. Of course, knowing that it would not need to be replaced in 3 months. 18 months ago the heating element went which cost $482. This part alone is $220. I am so angry and feel that this is unacceptable. A side from having to replace my wahser a month ago, since the drum went on the previous one after 6 years, I am looking for Sears to compensate me for this part and will have my husband install it himself. In closing, Sears really needs to start looking at ways to do more for the enviornment and stop making appliances that are disposable. Our landfills are overflowing enough as it is.

    disappointed on Cape Cod 6/25/09 4:31AM

  • I will never purchase an appliance from sears again. I have a three year old washer that will not spin. I called for service and got an 8-5 appointment three days later. At 5:00 I called to see where they were, I was told that they are on the way. This was repeated at 6:00 and 7:00. At 7:15 the tech called to inform me his systyem was down and would not make it out and for me to reschedule. I did for the next day. After 12 phone calls that day the tech showed up at 7:45 pm. Said that I needed a new control board and it would be here in a week. It showed up and the tech installed it, the tech said it is good now and left. We ran our first load through the washer and it still has the same problem. Now they say I need tomake a new appointment to see what the "new" issue is. There is no new issue. They replaced a part that was not broken and never tested the washer out before they left. They suck.

    Jerf 6/24/09 9:00AM

  • I will never purchase another product from Sears. They are useless. We have a dryer that is under an extended warranty. It is broken and now takes hours to dry one load. We called for a repair person. It took a week to get an appointment. He was scheduled to come between 1pm and 5 pm. He arriced at 5:10 pm. He then proceeded to tell me that the dryer was not broken. We needed to have the duct cleaned, which was not covered under warranty. We did not think this was correct, and called Sears to discuss. The tech on the line said that was what he would think the problem was, and again we thought this was incorrect but went ahead and got the duct cleaned by a separate company. That cost $100. (Sears would have charged $128) and that company came out the day we called. The dryer still does not heat up. We called Sears to get another tech out immediately to fix the dryer. We were told it would take another 10 days to schedule, and that was all they could do.

    The products are not well made, the warranties are useless, and if you have one, I am convinced they schedule you for the last appointment of the day or tell you there are no appointments. If we did not have a warranty and were paying cash for the repair call, I believe they would have been able to come out well before 5:10 that day and well before 10 days.

    We have a refrigerator that is also under extended warranty. We have had it repaired at least 3 times. We have had repairmen NOT show up at all when scheduled from 1 to 5. They just did not get to us. When we called Sears to insist on getting the first appointment on the next day, they just said no.

    lb2000 6/21/09 12:21PM

  • I went to the Sears store in Oakland, CA, on 5/16/09 to return 4 Craftsman phillips screwdrivers that would not work with phillips screws! I had ordered and paid for these online and picked them up at the Oakland store 3 weeks earlier and had my online payment confirmation with me. The clerk gave me credit for one andsaid that their computer showed that the order for 3 of the screwdrivers had been cancelled and he could not give credit for those. It took 25 minutes to get to this point. They were only worth $10, so I said give the screwdrivers back. He would not return them. I tried to grab them, but he pulled them away. I raised hell for 10 minutes trying to get them back. He would not return them because, he claimed, the order had been cancelled. I asked him to call the Oakland police so I could have a witness to this theft. He called Sears security, who called the store manager. He arrived in about 10 minutes. I stated that I had been trying to get a refund for 35 minutes and that my parking meter had expired and I would hold Sears responsible. He told me to go put money in my meter, which I did. When I returned he had called the online sears website and discovered that the order had not been cancelled. Their records were screwed up. He told the clerk to give me a refund and left, without apology. The clerk stated that he would only give me a store refund because I did not have a copy of email Sears sends to confirm online purchases. I took the store refund and went home to find that I had never received any confirming email for my online purchase, even though I had printed the online purchase confirmation. This was the worst customer retail experience I have ever had in 45 years.

    Unbelievable 6/16/09 1:57PM

  • I called on 6/12/09 to get my refrigerator fixed. They scheduled me for a repairman from the hours of 8-5 the next Wednesday. The technician told me I could call on 6/16/09 and get a better estimate. When I called again, I was told I was not scheduled for a repair. That I had been sent to the parts department. She did set me up for an appointment, however, it was still set for the hours of 8-5. That is a 9 hour wait for a repairman. I always buy Sears. Not anymore

    jj0209 6/16/09 1:25PM

  • Why would I ever buy anything from Sears in the future?It takes at least 3 weeks to get a washing machine repaired. My machine was bought in December and stopped working the last week in May. It took 5 days for a repairman to arrive. He had no parts on his truck. He said he would order the parts , a week later no parts have arrived. Sears customer service gave me the usual song and dance. The machine broke down just before my company arrived from out of town. There were 8 of us there and we had to carry our laundry to a laundry mat daily. I am spending about 15 dollars a trip while Sears takes their time.I have just been told that it will take another 4 days. The customer service dept said there is nothing that can be done.Why don`t they make a machine that is more dependable? Why can`t a repairman carry parts on his truck?Why does it take 5 days for service? Why don`t they overnite the parts? Why won`t they give me a loaner or at least pay the bill for the laundrymat? Why won`t they come get the machine and give me my money back? I told Sears that that I was going to return it and she said they didn`t want it.I can not believe how bad Sears has gotten. I purchased the machine from the Sears at the Orange Park Mall.

    TerryM 6/10/09 2:05PM

  • They have the WORST customer service and VERY POOR QUALITY PRODUCT! Espeically in a OUTLET store in NEwington CT. WIll never buy again anything from them

    wildrach 5/26/09 1:35PM

  • I have never ever had such a terrible customer service experience. The mistakes and wasted time seemed to never end!

    We called to have our washer and stove repaired. They were past warranty, but we called Sears Service thinking they would have technicians that knew the machines they sell. The Customer Service Rep makes me detail exactly which parts are broken over the phone so that the service person "can come prepared" to fix the machines. Great!
    Well..not so great! The guy shows up 4 days later, NO parts at all. Tells us it will take 3 weeks for him to get the parts and get back to our house.

    I call Sears the next day to complain and ask if there is another service tech that can come fix our stuff faster? They tell me they'll log the request and someone will get back to me within 24 hours. No phone call back.

    So we wait the 3 weeks for our 5 pm booked appt. On that day, I have yet to receive any message that the service guy is actually coming. Wait on hold for 20 minutes with Sears, and they inform me that they can not give me the contact number of the contractor as that's just done through central dispatch in Ontario, so they nor I can call him to find out if he's actually coming! She says "I'll send a message through dispatch." I told them that if I knew they just called independant contractors, I could have done that myself and not had to wait a month to get my stuff fixed.

    At 11 am that day, I receive a message on my home phone (even though I told them they needed to call my work number) from the service guy, saying he doesn't do appts at 5 and unless I can be home between 3 - 4, he can't come back for 2 weeks. So I have to hastily beg my boss to have the afternoon off.

    Service guy calls me at 3:30, informing me that he has the WRONG parts for the stove and it will be another 2 weeks. I told him to come fix the washer regardless. Shows up 2 hours late (at 5 pm - the original appt time that he said he could not do, thus forcing me to miss work for nothing) and tells me he forgot his tools. His wife is bringing them in 1/2 hour!
    Seriously - this is a true story. How Sears can contract service techs this way is beyond me. I will never purchase anything from Sears again.

    Rumpley 5/19/09 4:30PM

  • I just got off the phone with a customer service representative, she could not answer simple questions, i.e. When can they come to my house?, and she couldn't seem to even take my information. So I hung up, I'm calling a local person. I'll wait to give them my business until they hire people that can actually talk to their customers!

    rrabbass 5/17/09 3:32PM

  • Why is the delivery process so difficult? I ordered a treadmill on May 3 to be delivered, the first available date was the following Saturday, but they could not give me a time frame until the night before. The call came on Friday that they would be there before 4pm and 6pm, we had tickets to a baseball game starting at 6 so we had to reschedule for Monday, told the person on the phone I would be home after 3:30, got the call Sunday night they would deliver between 1:30 and 3:30, WHY????? Reschedule again for Wednesday, same thing be home after 3:30, call Tuesday night - deliver between 2:15 and 4:15, called and talked to someone who said that 3:30 is within the 2 hour window, great. Got a call from the delivery people at 2:00 they will be there in 10 minutes, I will not be home????? Reschedule again for Friday, explain I will be home after Noon, call tonight they will deliver between 9:30 and 11:30 why????? I'm so frustrated and beginning to wonder if my treadmill will ever be delivered

    Anonymous 5/14/09 5:11PM

  • My hot water heater has been leaking since last Tuesday. My wife spent most of Tuesday trying to get a service man to come out and verify it was bad. My warrentee is good until 2011 on parts. We were given a date of May 8th for him. I have water on my basemeny floor and my well and LP gas runs continusley. My wife contacted a manager in Middletown new york store and he contacted some one else. We received a phone call Thursday afternoon and was told some one would be ay my house Friday after noon. My son lost a days work as I had same day surgery and we would not be home. When we did get home my wife called a Delores at 973-989-7469 and was told no one was scheduled for Friday as no one was in our area. She gave my wife of now Monday. In the mean time I am wasting very expensive propane and am dealing with the water. I hope the tank does not let go as we will be out of hot water. I was also told I have to pay the tech $35 to come out. Can you help any better I have been a dedicated sears customer for years. Thank you John J. Shimer

    John 5/3/09 5:05AM

  • In the past 18 months, I have had to request Sear service on my washer and dryer. I have a repair service plan.

    The system the customer has to use to 'attempt' to get any reasonable customer service let alone repair is totally ineffective and doesn't even come close to reasonable customer service.

    In three weeks, I have talked to no fewer than 9 people trying to get my washer repaired. The run around and excuses that I have endured are unbelievalbe. And, I still don't have my washer repaired or an appointment secured. When one appointment was finally secured, the technician never showed up. Later I was told, "he was busy."

    Sear does not care about its customers. You cannot get satisfaction> It is an impossible system to navigate. How can anyone in this economy afford to do business this way.

    Peg Smith 4/30/09 3:14PM

  • Your automated phone serveice must have been desighned by an imbicile and you must have imbiciles who answer the phone. To begin with I had to punch my telephone number 3 times and it never did get it right, then I talked to some wopmen who spoke just enough english to be useless. I wanted to know how much it would cost to have a wiring harness intalled on my Craftsman 25 horsepower mower, she wanted to know if I wanted to buy a mower. I finally had to stop her in mid-sentence to tell her again what I wanted, she then proceeded to try and send someone out to look at the mower. I know whats wrong, I have purchase the needed part I just want the damn thing fixed. This will result in 2 things 1)I will get someone lcally to fix the mower and 2) I will NEVER EVER BUY ANOTHER SEARS MOWER, POWER EQUIPMENT, REFRIGERATOR ETC.

    Anonymous 4/28/09 8:05AM

  • I made the mistake of purchasing a Sears electric range, which was top-rated by Consumer Reports at the time. After three years of frustration over under-baked cakes, cookies and casseroles, I plan on junking the thing. Although I had Sear's repairmen out to check the over temperature on two occasions, there was no improvement. They in fact advised me that a variation of 60 degrees is normal and acceptable in an electric oven.

    Meanwhile, I'm able to bake one layer cake pan at a time because the oven has "cold spots" and also an area at the top right of the oven that drips water onto baking food. Bundt cakes are not possible, as they don't bake through. Casseroles never heat through to the point of bubbling, and are warm at best.

    I tried working with multiple people in the customer service department. On several occasions, I was connected to voice mail, but my call was not returned. The phone for John McKenna (General Manager for Sears at Bay Shore, WI) simply rang, then disconnected. I finally reached "Sally", who could not help because the stove was no longer under warranty, and I had not bought an extended service contract. At another point of this telephone odyssy, Jake suggested I write a letter to Hoffmann Estates Corporate Headquarters - all this for a problem that existed upon delivery of the stove!

    Oh, and the delivery and set-up - also provided by the professional Sears! One man was sent to install my stove. He had to carry it into my home from the garage where the Sears delivery people had left it. There was snow and ice on the ground and the four porch steps that had to be maneuvered were covered with ice. Needless-to-say, I wound up trying to assist him. Imagine the thoughts that ran through my mind while this gentleman was flexing his biceps to limber up for the task! What a joke! I should have known then!

    I will never purchase another item from Sears. My mistake was costly. Beware of the incompetence of Sears.

    Sear's lemon 4/17/09 12:04PM

  • As I write this I have been holding for 27 minutes, transferred three times, and now disconnected.
    This is my third attempt at having two simple problems rectified.
    I plan to cancel my next two large purchases and close my account. I can't remember such inept, antiquated customer service.

    Anonymous 4/15/09 12:22PM

  • Some online research tells me I may have gotten caught up in Sears' infamous "delivery rebate" scam. They promise rebate of your $75 delivery fee during certain promotions.

    I have been chasing down such a delivery rebate since 1-11-09. It's now 4-6-09 and the online rebate center tells me my rebate submission is "unqualified" because the information I submitted doesn't match that of the store's records. I tried calling the rebate center - this is a contractor called Ohana Companies. You never get to talk to a real person - you are simply put on eternal hold with a message urging you to call back during "non-peak" hours. Of course, they don't tell you what those hours are!

    A call to Sears, and pressing "0" to cut to the chase, got me in touch with a CS rep who researched the issue and discovered that my info DID match the store's records, and there was no reason for the rebate to be denied. However, since Ohana holds the disbursement contract for Sears, it's all in their hands. If I ever get through to those people, maybe I'll get my $75.00 rebate. Until then, I will not set foot in a Sears store again. I didn't even make them haul off the old fridge - I recycled that through a local company, who got me THEIR rebate a couple of months ago!

    Anonymous 4/6/09 4:47PM

  • For your own good, avoid Sears at all costs. This company does not care one bit about their customers. The employees give you the runaround as well as misinform you. Customer service does not care either. As long as I live, I will never shop at Sears again, especially for a product that won't last nearly as long as other brands.

    Anonymous 4/3/09 3:05PM

  • Never buy or give SEARS gift cards. I got Sears gift cards on my cash back Discover charge card and used them to buy a TV. paid for the tv on March 28 the sales person said they did not have the tv in the store only a display model. Come back on April 2 and it could be picked up. Went back on 4/2/09 and was told that no tv's came in on the truck.Maybe next week we only get a truck once a week. That evening someone phoned and said they had our tv come a pick it up. I drove to the store and was told that no they did not have the tv. At that time I asked for my money back and was told that I could only get a gift card or wait 7 to 10 business days for a check. That was not what I wanted the next morning I phoned exectuive complaints and spoke with Ms. Roberts (512.248.7856)she said that she would phone the store and advise them to give me cash back. I then went to the store to get my cash and was told by a very rude assistiant manager that I could only get a gift card or wait 7 to 10 days for a check. She also said that I did not tell the whole story when I made the complaint, boy that is a great way to treat a customer. I left and phoned Ms Roberts and she then sided with the store and said she would get me a check and no I could not get cash back.
    SEARS does not give a satification back policy as they say. My adivse to anyone is that the SEARS we have today is not the one we grew up with thus STAY AWAY you will get better service at a very understaffed wally world.

    Mikey 4/3/09 11:45AM

  • This is the most horrible, frustrating thing I've ever had to deal with. Departments hand you off to one another until you're going in circles, items show up damaged or don't show up at all. Appointments are made and no one shows up. You are put on hold forever, only to be told "there's nothing I can do. try calling so and so".
    Here is a suggestion to anyone in this position- don't buy from sears!!! Aside from that, call the customer service number above, and if they tell you "call so and so" for whatever problem, tell them firmly "No, you call so and so, and I'll hold". Either way you are going to end up on hold, but at least this way they have to try and deal with the frustration of trying to solve your problem instead of getting to just hand you off. In addition, I am asking for my delivery charges to be dropped for two major appliances because I've had SO many problems getting them here, and I'll be damned if they don't do it! Stick to your guns and MAKE SOMEONE BE ACCOUNTABLE!!! WE are the customer, WE are always right.

    Anonymous 3/31/09 4:12PM

  • Dear Sir, I am writing about a complaint I have with your service dept. we purchased a fridge from you 5 years ago, the 2nd week in March 2009 it broke down, we called sears they sent a repair man out about a week later, he ordered the parts and told us that he could not come back until april 1, they mailed the parts to us last week. we have been without a fridge for 3 weeks. I find this unexceptable, a big company like sears should be better. we bought the insurance also on the fridge. we have had about $200.00 worth of food go bad. I will certainly think twice about buying from sears again.

    Chloe and Jim Doss

    Anonymous 3/30/09 10:04AM

  • I ordered a replacement flexible hose for a Sears vacuum. It came without a diagram or instructions on how to detach the old hose from its connecting hardware. Got lost, confused and deflected by their website when looking for a product diagram or installation guide. I found their customer service telephone number through this Contact Help site, on which I found a lot of dissatisfied customers. I called Sears Customer Service and was given a number that was supposeded to be a Service Center where I could talk to a rechnician. It turned out to be a befuddled woman who suggested I take my problem to a local vacuum repair shop, where they could "probably" fix it. She finally gave me the number for the Sears Service Center in Brooklyn. The guy who answered the phone wouldn't give advice over the phone. He said to bring the hose and the other parts to a Sears Service Center for repair, which is what I was trying to avoid in the first place. Apparently, they have no idea of what "service" is. I pity the people who have to deal ith Sears on more complex problems. Home Depot and Lowes have a much better grasp on service.

    Anonymous 3/27/09 12:06PM

  • To Customer Satisfaction:

    I am writing this email to let you know my extreme disappointment, and frustration with your appliance. And also, to give you input on how you can expand on your customer service.

    We purchased a Frigidaire freezer Model: FKFH21F7HWA, Serial:WB82449020 from Sears in August, 2008. Our old freezer had lasted 20 years, and never had a service call. So, when purchasing our new freezer we made the very serious mistake of NOT taking the extended warranty. Our thoughts were our old freezer had lasted so long, if we needed a new one years from now, we would just buy another one. How we were wrong!!!

    On March 11, 2009, the buzzer was going off on the freezer, with a warning of high temperature (on a six month old freezer). This caused great concern for us, as we had just purchased ¾ of a beef that was in the freezer. We made any adjustments that we could, based on the flimsy instruction manual, waited, and watched. On Thursday, the situation was not any better. I called Sear’s Service Appliance Repairs, and they could not get a serviceman out to even look at the freezer until March 18th. I explained our situation was dire, as we did not want our beef to spoil, but there was nothing he could do. My husband (Clint) then went into Sears to reiterate our problem, hoping for some help. The manager there stated he was only the floor manager at that store, and he could do nothing. Clint was not happy, extremely frustrated, and extremely dissatisfied with this situation.

    We called an outside entity to look at our freezer, they were kind enough to come on Saturday, the 14th. They told us parts had to be ordered, and they should be in by the 18th. I still had not heard from that serviceman by the 20th, so I called. They stated that the manufacturer did not stock this item, and it would be probably the 30th before we could get the part, April 3rd by the time they would be able to install it. How wonderful to buy a new freezer in August, only to have it quit six months later, no freezer from 3/11 until 4/3. So, with that said, what did we have to do, but buy another freezer to replace your shoddy freezer, for which we did eventually receive service (not from Sears), but no parts.

    I am not happy with Frigidaire, or Sears, and am going to put my letter on any appliance blog I can find, warning of poor manufacturing as well as appliance support. I think an appliance with this serious of a problem with a factory warranty, should be replaced with a new unit, no question. I also think Sears should factor in, emergency appliance repairs for such instances.

    PISSED OFF 3/24/09 2:53PM

  • Won't be long before this company will be BEGGING for a "Bailout"!
    The customer service is AWFUL!!!
    I advise anyone that is about to purchase any of their services or products to contact us about it first, as I have photos & video evidence of how sorry it is!
    And do not worry...this info will be posted on other sites that SEARS does NOT control!

    rmorris 3/24/09 9:21AM

  • Wow, I've never been so dissappointed with a purchase in all my life. I purchased new appliances in Aug.2008. We made the mistake of paying cash up front . It seems once they get your money Sears does'nt seem to care what happens afterword. We recieved our appliances 2 hours late on the delivery date and they did not seem to know what they were doing when they set up the washer and dryer.
    Six months after our purchase the element in the range went, I thought this to be strange since I only had to replace the element in my old range twice in 15 years. We called the customer service # on Monday and the earliest they could get a "technician" out would be Saturday- I went the the week of March break with no oven. When the repair man did come he replaced the element and was on his way, when I went to use the oven that evening the oven would'nt work . I called the service # again to try and get the repair man back but customer service said that they could not get anyone to my house until Monday. We unfortunately purchased an extended warranty with our appliance purchase we probably should have saved our money as Sears repair service is'nt worth it. I always had faith in Sears especially in the purchase of appliances however it is very evident that Sears Customer Service is'nt what it used to be. I won't be making any purchases of any kind with Sears in the future. I work hard for my money and I will spend it where it is appreciated!! In this economy one might think that companys would try a little harder to retain customers however this is definitely not the case with Sears.

    Anonymous 3/21/09 3:20PM

  • Check this one out!!! Went to the local Sears store where my mom has been a cardholder for quite some time. We had intentions of purchasing two flat screen televisions. Well....it took about four or five associates, management and others to incorrectly ring the sale. They tried to void the sale by turning off the pos terminal, which sent the sale on through. I was told that the sale was voided and they proceeded to ring the sale again and of course this time it was declined because unknowingly the first transaction went through. I was told the sale was declined and we left the store with no televisions and not aware the first charge went through. Later, it came to my attention that someone in the store operations took it upon themselves to credit the unknown charge off of the account and for some reason ring it back onto the account at a higher amount without my 10% off which put our balance over the credit limit. This was all done with out any authorization from us...we had no clue that it had been done until i checked on line to see there was a mystery $2200 charge on the account. Sat, we go back into the store to get this taken care of and cant even get it taken off account and actually make a legit purchase. Again, we have many management persons running back and forth to complete this simple transaction. At this point, I'm still wanting my tv, but feel that an additional 10% off would make me happy and resolve this nightmare. When, I asked the store manager about this he responded by saying the problem did not start in the store but between me and the credit card company. This is all transpired from the original transaction going on the card, but was told the transaction was declined. Then we have a wonderful domino effect of very poor communication between management and associates, as well as poor communication between store and credit services. Also, you can't reach anyone in the store when you call. No one answers when I asked for the store manager. No one answers in appliances. No one answers in electronics, etc. I finally got someone in tools and they said the manager was outside??? and I was put on hold for several minutes. This is not about the extra 10% off to make up for many major inconveniences, but for the lack of communication and problem-solving skills of this staff. Instead, I was offered a $50 gift card...what would I possible want with that. I also feel, that it is illegal to perform transactions on an account holder's card without there knowing. Almost seems like fraud in a way. I gave every possible opportunity for this staff to resolve this in a satisfactory way, but it never happened. We will be closing our Sears account, never shopping there again,will most definitely spread the word and also contact the Better Business Bureau. I don't foresee this store lastin here much longer, nor do I expect the company itself to survive.

    Anonymous 3/16/09 4:22PM

  • While out shopping at Christmas in Sears there were signs posted all over the store stating that any purchase over $100.00 on the Sears card was exempt from interest or payment until April, 2009. This would be the only reason I used my Sears card at 29.90 interest at this time. However, I have been charged interest on each and every transaction I made at that time. When I called customer service, they told me they couldn't do anything about it because the store should have posted the policy on the transaction at the point of sale. What! I used my SEARS CARD. It should have been automatically input to the system. As far as I am concerned, Sears pulled a fast one and has formally lost any future business from me. This is also getting reported to the Better Business Bureau as I feel this is blatant false advertising. Now I don't feel sorry for any of the staff at the head office being let go.

    Sears Pulling a fast one. 3/16/09 10:43AM

  • Similar story with a TV order over the internet. After 11 days they hadn't even confirmed my order. since they hadn't made any effort, I cancelled my purchase. They could really learn from their competition. I wonder why they're going bankrupt? I especially love talking to CS with broken english and bad connection. SEARS stands for "Sad Experience And Rotten Service."

    Jimbo 3/13/09 3:46PM

  • I am extremely disappointed in the lack of customer service the Sears "customer service department" offers. I have a refrigerator that has not been working for over six weeks and time after time the technicians have failed to show up. When I have actually had the good fortune of seeing a technician, they have failed to fix the problem each time due to a lack of in-stock parts or, here's the best one, Sears sending the wrong part. When asked if I could see a non-Sears technician, I was informed that unfortunately because I have an extended warranty agreement, Sears can only approve me to see their technicians regardless of the fact that they are backed up for days. I would advise anyone who's considering buying a product from Sears to run the other way. If you already own a Sears product, under no circumstance should you ever purchase the extended warranty....it only sets you up for more customer service abuse.

    Dissatisfied Sears Customer 3/11/09 3:06PM

  • I bought a brand new Kenmore washing machine and it was delivered on March 1. Today is March 10th and have not been able to use it. After it was installed I started a load and when I went to transfer the clothes to dryer, discovered a flood in my basement. Washer was leaking. I called service scheduled a time for someone to come out. Earliest appt was March 9. The 4 hour window is great, I love to take time off from work to wait for service on my BRAND NEW WASHER. I was told that a service tech would call me appox 45 minutes before arriving. Never called. The tech showed up and assessed the situtation. A split hose. Great! I was told that my washer was so new he didn't carry the part in his truck. Why was he driving a van if there aren't parts? Are hoses unusual parts for washers? Told he would have to order the part (only a 3 to 5 day wait for that) then he could schedule service. Earliest he had was March 19th. I need to now make a 3rd trip to the laundry mat thanks to the "Quality" of the parts on MY BRAND NEW WASHING MACHINE. Extremely disappointed.
    Will not buy large appliance from Sears ever again.

    Anonymous 3/10/09 7:54AM

  • When is Sears going to wake-up and try to offer better customer service to their customers, and at the samr time help stimulate the US economy. They need to move their call centers back to the United States? As a US citizen and a consumer I am tried of being routed to other countries for customer servise or repair issues.

    Anonymous 3/6/09 8:45AM

  • I called for an appointment to have my washer and dryer serviced. I have been with
    Sears for 38 years. When I called to verify the service time I was told that they had scheduled 2 different times. The agent, Cherine, was extremely rude and refused to listen to my concerns. Since it was in the evening I asked if I was contacting India. She became agitated told me she could not give out that type of information and hung up on me. I phoned back to file a complaint. I was told by Zack that I would receive a call back within 24 hours. 96 hours later and I am still waiting.

    Jacinta 3/2/09 9:59PM

  • Dear Sears,

    I have ordered from your company before and generally like your products. I ordered a wrong item and contacted your company immediately. I then encountered a problem with your cancellation policies when ordering on the internet. My order number is 65290213 and had not left the warehouse when I called, but your representatives and supervisor forced the order to be mailed to me anyway and would not stop the processing of the order. You are the only company doing this. Fortunately UPS is willing to pick the package back up and return it to you for free from me. I will not be ordering from you again through your online store in the future. This was ridiculous and no other companies are doing this.

    Disappointed in Sears capability,

    Esther Speigner

    Anonymous 3/1/09 7:52AM

  • I had a technician come out on 2/2 for a dishwasher repair. The on/off button was broken. He needed to order the parts and come back later. They sent a set of buttons but the on/off button was missing. After 3 phone calls, they then sent me an on/off SWITCH, but no buttons. They re-ordered it and I never received it, so called again- it was backordered. Today I received another set of buttons with the on/off button missing, AGAIN. Each of the 5 people I spoke to each time I call make you repeat your phone number, name, and address. NEVER.AGAIN.

    idespisesearswitharedhothatred 2/27/09 2:58PM

  • I am going to preface this comment by saying this was the single biggest customer service hassle in my entire life. I recently purchased a Kenmore Flattop stove from Sears in Lawrence, KS and three months after it was purchased the front right burner when out. To even inquire about the step necessary to get a service call, I attempted to contact the appliances department 4 times with no answer, I finally called the tools department, notified an employee of my attempts to get in contact with the appliances department and the man on the phone said “I will transfer your call, walk over there and make sure they pick up” at that point I finally got to talk to someone. They gave me the 800 number, I called, 2 ½ hours later after being disconnected 3 times, they were able to make a service appointment for me. They have been to my house now FIVE TIMES and the problem is still not fixed. We have been without a burner on the stovetop for 5 weeks. Each time they have to come back, either me or my wife have to take UNPAID time off work to meet the technician. I will NEVER shop at Sears again and I will be sure and share the story of my terrible experience with anyone that even considers purchasing a product from this company. I will be contacting the Kansas State District Attorney and the Better Business Bureau.

    John B 2/27/09 1:31PM

  • Our first Kenmore smooth top free standing range emmitted strong fumes and turned the racks and screws in the oven purple. Sears sent a tech and without even turning the stove on he said a new element was needed. The element was replaced. The fumes were the same. Sears replaced the stove with another of the same model. The fumes still were there. We are on our third stove since August of 2008. Never again!

    mailman4288 2/16/09 8:24PM

  • Addition to previous posting concerning Sears Elite fridge. Finally got 4th service call and still fridge does not work! They can't figure it out. Now they plan to send out a "senior" tech this Friday. No fridge for almost three weeks now. Probably will be 4 weeks by the time of some resolution. Fridge had 5year warranty on sealed system which is where problem lies yet have been chided several times for not buying extended warranty. Sounds like a basis for legal action regarding noncompliance with a stated warranty. My next call is to the New York State Attorney General. Too bad Sears execs don't read thier own customer service sites. They might figure out why they will be out of business soon.

    fitzy 2/11/09 5:39PM

  • We decided to purchase a bed set for our second home in Lancaster County, VA. After an exhaustive search, including visits to four different retail stores for a new king size bed set, we decided on the Serta Perfect Sleeper Sanford Firm sold at Sears. On February 1, 2009, we received a Sears supplement advertising the Serta Perfect Sleeper Sanford Firm (king set) for $989.99. That was after an advertised "final after extra 10% off" discount. Nowhere, I mean nowhere, in the advertising supplement did it say we needed to use a Sears credit card to receive the "final after extra 10% off". We called one Sears store to order the bed and were told we could not receive the "final after extra 10% off" unless we applied for and used a Sears credit card for the purchase. She said, in fact, that the computer would not allow her to override the price unless we used a Sears credit card. We contacted a second Sears store and were told the same thing. Extremely frustrated, we called Sears Customer Service and were told by a Sears representative that we should receive the "final after extra 10% off" even if we chose to use our VISA card. Since neither store was willing to abide by what we were told from Sears Customer Service, we went ahead and purchased the bed set from the first Sears store using our VISA card without receiving the "final after extra 10% off". Within two hours after purchasing the bed set, we were contacted by the second Sears store informing us that they now would give us the "final after extra 10% off" using our VISA card. You've got to be kidding! First, Sears is not being transparent if the consumer has no idea that a Sears credit card must be used to receive the "final after extra 10% off" until they are actually ready to purchase. Second, calling Customer Service is useless if they give out the wrong information, or, give out the correct information and the stores refuse to follow that policy. Third, why would one Sears store be totally unwilling to give the discount, and another Sears store willing to give the discount, all be it, too late! We lost $110 + Tax.

    HA 2/7/09 4:41AM

  • I called sears to reschedule an appointment at 1:38 AM, February 5,2009 ... i reached Sydney and when Sydney asked me why i needed to re-schedule, i told her i have an issue to resolve with sears before they come out to fix my stove ... she informed me that i needed to talk to another department ... i told her i already spoke to several departments and each department i spoke to would send me to another department until i ended up back at the department i started at ... Sydney then informs me that sears can not help me because my stove is no longer under warranty ... i informed her my reason in calling her was not to argue but to re-schedule my appointment for repair ... our call was breaking up and she became irritated because i had to ask her to repeat her name and the spelling of her name

    HotUnderTheCollar 2/4/09 11:59PM

  • one year, 10 months ago we purchased a Sears Elite refrigerator built by LG. Two weeks ago the compressor failed. Tech replaced with a new one that came shipped in a questionable carton. Three hours after installation the unit failed again. Now on 2/4/09 still waiting for parts. Took time off from work today to meet tech. Never showed or called. Also never bothered to advise appt. was cancelled because one part did not come in. After numerous phone calls to several different Depts. found out part is several weeks back ordered. When did they plan on telling us? Plus no fridge for seven or more weeks? Let me make this perfectly clear SEARS will never see me again and that includes the Craftsman tools Ive been purchasing for nearly 35 years. Also absolutely NO more LG junk in my home.

    Anonymous 2/4/09 5:05PM

  • Customer Service is HORRIBLE. I simply ordered a bed.....I'm getting conformations for orders that are someone elses. By the time they get it right, and I get the e-mail verification for my actual order.....it's STILL wrong! No one can manage to accomplish any task without endless hours on the phone trying to find someone who can actually do something.....and I'm still waiting to see if it's fixed yet. I cancelled the order all together because I'm fed up with them....but can't get conformation that they managed to do that, because every problem so far hasn't been done. Doesn't matter if you do it by phone or e-mail....there's always something they can't manage to do. This place shouldn't be in business anymore and deserves to go down. My parents and myself used to have good relations with this business.......but never again.

    zymogene 1/29/09 10:03AM

  • Sears has the worst customer service I have ever experienced and I will never use them again. A technician was scheduled to service my dryer between 8-noon. I kept calling and they kept saying I was next. When I called at 2:30, they said I was the 4th person on the afternoon run, that the technician had a "change of plans" and moved me to the end of the afternoon. When I asked to speak with a supervisor, they hung up. Do not use Sears for any repairs!

    Charlotte 1/19/09 1:06PM

  • I simply want door bins for my fridge. I purchased a refrigerator at the outlet on Christmas eve. There was a big bundle of items wrapped up in a ton of plastic and bubble wrap sitting on one of the shelves. Unfortunately, I along with the sales rep figured that everything was all wrapped up together.

    Get home and it's just the ice maker bin (which is the wrong one), the bottom door bin and the crisper bins, but no door bins at all. We call and get the run around and were asked why we would buy a fridge without door bins. I asked why they would sell one without them.

    Long story short, we've been getting the same old story about how they are going to order them. And needless to say we don't have door bins yet. And don't get me started on Sears' customer service.

    TJ 1/13/09 2:53PM

  • I have about had it. First the ref, goes out a couple weeks before Thanksgiving. Three service calls and several computer parts later it is finally working again. I can't even count the days off I took waiting for a repaiman to install the parts. I probably would not have minded but at least two visits were to reintsall THE SAME BOARD. Now the $1600 four year old ref. sound like an airplane taking off and all I get when I call is "You are under warranty so you have to call back tomorrow." ALL I WANT TO DO IS MAKE A STINKING AAPT. Why does this company make it so hard to stay loyal?

    Mike 1/12/09 9:52PM

  • I inquired when I could expect a replacement lamp for my Sony DLP TV, and as usual your customer service sucked.

    Anonymous 1/9/09 11:42AM

  • MY story. refrigerator breaks Nov 5th. call for repair apt, they say they'll come Nov 14, take day off (1) they never show. Call them they said they called and person said to cancel apt, asked what number they called and it was the WRONG NUMBER. Second apt (2) day after thanksgiving guy comes and says he doenst have the parts to fix it sets up another apt on Dec 6th. Guy comes (3) states he has no idea what the other repair man was thinking ordering those parts and says he has to order different parts. Next apt Dec 15(4) same guy comes gets refrigerator to work for 1 day. Call sears they set up apt for 2 weeks later (6) guy comes looks at it and says he needs anoter part. Apt set for Jn 2nd(7) He never shows up. Call customer service and they say they didnt know the part had arrived even though i had called them the day before to let them know it was there! Next apt (8)take my 8th day off and they never show! call and they apologize say i was at the end of the route and now I am set for Jan 14! My NINTH appt!!! My fridge has been broken since the begining of Nov!!! I will never ever step my foot into a Sears ever again.

    chrisski30 1/8/09 12:53PM

  • I tried to set up an appliance service, it was horrible. The person on the line did not know where San Jose, Ca., was as far as what state. They could barely speak English.
    I felt I will never buy an appliance at Sears if this is the way you handle your customer service.

    gkuhns@cbnorcal.com 1/7/09 10:58AM

  • sEARS SERVICE REALLY IS TERRIBLE. i PUPRCHASED A DRYER AT THE OUTLET STORE, BROUGHT IT HOME AND IT DOESN'T WORK. i IMMEDIATELY CALLED FOR SERVICE. THEY SET UP AND APPOINTMENT FOR 1-5 ON SATURDAY. i WAITIED ALL DAY AND AT 5:01 ON SATUR. THE REPAIR OFFICE CALELD AND SAID THAT THEY COULD NOT MAKE IT. tHEY SECHEDULED TUESDAY AS THE NEXT APPOINTM ET. iT'S TUESDAY AND i'M STILL WAITING FOR SOMEONE TO COME AND REPAIR THE DRYER. I HAD TO TAKE A DAY OFF FROM WORK AND HERE I SIT. I WILL NEVER NEVER NEVER PURCHASE ANOTHER ITEM FROM SEARS, AS A MATTER OF FACT, I DON'T THINK I WILL EVER STEP A FOOT IN SEARS AGAIN. tRYING TO CALL THEM IS IMPOSSIBLE AND THE MOST FRUSTRATING THING.

    Anonymous 1/6/09 12:44PM

  • I can beat all of you - two weeks ago today (yes the Monday night before Xmas) my furnance went out - I had a house full of guests, sick child. We called immediately and it still took all day for emergency service. BRAND NEW FURNACE - timer was bad - ok - ordered one that day - told it should be in NEXT MONDAY AFTER XMAS - because it was too late for the order that day- went nuts - on phone for 9 nines and 23 minutes trying to get Sears /Sears tech to come up with some space heaters - nope- that is not in their problem - if we need them we should buy them - ok - mad mad - hundreds of heaters and we had to buy two - guess what not from SEARS/K-Mart - this is an $8400.00 furnace! Suppose to be in Monday sent to our home direct - NOPE- didn't happen - did not get shipped until MONDAY - arrived Tuesday night - Wedns nice tech guy comes out - knocks on our knock - this is NY eve- sorry they sent the wrong part or the tech ordered the wrong part (this is in 20 degree weather by the way) when can I have a new one? sorry they are closed now- put emergency rush on it - should have it Saturday - can install it Monday if they let me????? letyou ??? guess what Saturday - no part- Monday - they had just shipped it today 20degress and sleet tomorrow - WOW- well I am sorry we can do it Wednesday now- if the part comes in - wow - no heat for three weeks during the holiday and no one no one cares!

    Anonymous 1/5/09 12:53PM

  • I called customer service and the woman was so rude I didn't get the help I needed and from the waya she treated me I will never ever use sears or even K mart because they sell sears items there never again.
    wow there service has gone way way down hill its unreal .
    Ex Loyal sears customer
    in NJ

    kimi 1/1/09 9:56AM

  • Ok bought a frig, we re on our sixth appt since September. Long and short is the parts is back ordered, mislabeled, mis ordered etc. I don't have a fridge for Christmas nor food obviously.

    First the light stays on and fries all the food then thats fixed and the mother board doesn't operate somehow affected from the light repair.

    The short answer here is the electronics portion of this fridge is ineffective and poorly developed. So now we are on to LG the manufacturer of this little demon. I am told its back ordered till the 30th of December. I know logically there is a part closer to home. Now I either want this fridge fixed before Christmas or a replacement appliance within this same time frame, before Christmas.

    I have looked up the Ceo' for Lg and that will be my next step if this fiasco of a product isn't working before the 25th.

    Note whem I didn't lose my temepr, which I didn't the staff and serice people were nice and helpful while each time I learned a little bit more info they'd divulge. I believe they can identify. So kudos to them.

    So Monday the 12/22 I am looking for a order number that releases a new fridge to me OR the mother board is found.
    If not........
    Next step after Christmas small claims court. Ceo contact etc. etc.

    will 12/17/08 1:50PM

  • MY WASHER BROKE 3 WKS AGO I CALLED FOR AN APPT. AND THEY SAID IT WOULD BE A WK. BETWEEN THE HRS OF 8AM-NOON. THEY CAME 11:50AM 2 GUYS CAME ONE GUY WAS ON THE COMPUTER AND THE OTHER GUY CALLED THE SERVICE DEPT. I TOLD THEM WHAT THE PROBLEM WAS AND THAT IT WAS PROBABLY THE DOOR SENSOR. THEY TOOK MY WHOLE WASHER APART. BUT, THE ONE GUY WAS ON THE PHONE BEING WALKED THRU THE WHOLE PROCESS. AN HOUR LATER THEY SAID IT WAS A SWITCH AND THEY WOULD HAVE TO ORDER THE PART, AND TO MAKE AN APPT FOR A WK LATER. SO HERE I AM A WEEK LATER, ONLY 1 GUY CAME BACK HE PUT THE SWITCH PART IN AND MY WASHER STILL DOES NOT WORK. HE PUT THE WASHER ON THE COMPUTER AND IT SAID I NEED A DOOR SENSOR! OF COURSE THE PART WASN'T IN THE VAN. I'VE GOT TO WAIT FOR THE PART TO COME IN AND THEN FOR THEM TO PUT THE ON. YOU KNOW, IT DOESN'T MATTER HOW MANY TIMES I CALL THE SEARS NAT'L SVCE,REGIONAL SVCE DEPT. I AM GETTING NO SATISFACTION! IT REALLY IS A SHAME THAT CUSTOMER SERVICE IS NO LONGER SOMETHING YOU CAN EXPECT. BECAUSE YOU CERTAINLY WILL NOT GET IT THROUGH SEARS! I AM SURE THEY OUTSOURCE IT. BUT, NEXT TIME I BUY AN APPLIANCE I CERTAINLY WON'T GO TO SEARS!

    Anonymous 12/12/08 7:19PM

  • I bought a range back in 1996 or 1998 not sure. I had the tech's in my home 21 times and the range still wasn't fixed. Every one I talked to told me a different tale. I talked to some of the hatefulest people over this range. I guess I finally talked to the right person in Oct.2008.They put my call through to One Source and I talked to a very nice guy and he had a tech come out to repair my range and the guy told me if it didn't fix it call One Source back and it would be replaced. After being upset with sears so many years over my range it was replaced by One Source. Now I have a problem with my washer and theres a tech that I don't want in my home and they keep trying to send him. They have canceled three appointments because of this tech. I have not had a problem like I am having now with my appliances getting serviced. There should be someone that could get us some help with these problems.I would like to contact the President of Sears by a address, email/phone.

    Anonymous 12/11/08 2:26PM

  • sears scheduled an appoint for me nov 11 from at to 12. they called last night and verified the appointment. NOONE SHOWED!they confirmed that it was scheduled,but said it did not go on anybodies work order. SEARS ordered this part to put in my furnace on oct 30 / nights are 30 degrees. the house is cold. What kind of an irresponsible company offers such services, that fail to comply with their own schedule?

    rufuslady 11/11/08 11:32AM

  • Repairs for Kenmore Vacuum only 4 yrs old were$139.43. No more Sears products for me. Home Depot is much better! used to swear by Sears, now only swear.

    Anonymous 11/6/08 8:18AM

  • I have been without a refrigerator, since August 6 2008. I called that same day for repair, they told me they would be here August 8 2008 to see what is going on, well they called me that Friday and told me they didn't have to come out they would just order the part so then they promised, they would have the part and would be able to repair it on August 12. August 12 came, and I called them myself and was told the part is not in and would not arrive until August 15. Well to my dismay today is August 19 and they are behind on repairs, so possibly they can fit me in August 25 2008. I was so angry all I could do was cry. I have children in my home, plus a daughter who needs her insulin to be refrigerated. So this is my way to vent my feelings. Even if you have purchased a warranty from Sears, their is no guarantee they will fix it.

    feeling angry 8/19/08 10:52PM

  • August of 2007 I purchased a lawn tractor from a store in N. AZ. at a price of $1800.00. The floor sales person told me there was a $50.00 rebate offer available to me and I used the rebate form & store receipt to redeem my rebate. I eventually received a reply from Sears saying I was not entitled to the rebate because I did not make the purchase using a Sears Credit Card, I had paid for the purchase using Discover. The sales person who sold me the tractor never stipulated the rebate was based on using a Sears CC (I do not have a Sears charge account). There was a phone number on the letter to call for questions regarding the rebate. I called and I spoke with a rather unfriendly CSR who told me after I explained my situation that she could offer me a $50 Sears gift card. I accepted that offer and according to the CSR the card would be delivered to me within 60 to 90 days. After waiting for almost 90 days I called to check on the status of the gift card. The CSR I spoke with couldn't find any information that I had ever called. To make a long story short I spoke with a number of CSRs over a period of 2 to 3 weeks in different departments.... not one of them was interested in "customer service". I will admit that I was not happy and did not maintain my "cool" the way I should have especially after I realized after about the 4th phone call that my phone number and name were never correctly entered into the computer to begin with and no CSR ever bothered correcting this error until I asked them to do so. I never received the gift card and soon realized that any further efforts in communication with this so called "Customer Service Dept"(HA HA) was absolutely pointless. I have the distinct feeling there is some sort of "wear down the disgruntled customer" mentality that exists in this department. I mean how long do I want to be on the phone, frustrated and in a bad mood for a $50 gift card that I really don't want to use as it takes me back into a store that gave me poor service to begin with... first with the misrepresentation from the sales person and then from the truly dismal customer service reps. The only reason I am writing this (I would prefer to forget it and never enter another Sears store) is because when I bought the tractor I purchased a Service Contract (an additional $200) and called yesterday to schedule a "tune-up" only to find out that this is not covered. A "tune-up is available for $199! Again another miscommunication from the sales person and I will admit that I obviously didn't ask the right questions when I purchased the contract. Just the same, today, I ended out in the same Sears store purchasing the necessary parts ($40 worth) to service the tractor myself! So now I am rehashing the entire Sears experience in my mind and I feel I should make my opinion public. I plan to send a message to the Sears Corp Office regarding my experience. Will that make a difference?... NOT BLOODY LIKELY!!

    peevedinaz 8/11/08 11:36PM

  • I think Sears has the worst customer handling that I have had the misfortune to see. A couple of months ago we purchased a washer and dryer from their Nanuet store. Shortly after we purchased a mattress also from Nanuet. Upon buying the items we told them that they were to be shipped to our home in The Villages in Florida. We told them that we will drive down from Nanuet to Florida to receive the merchandise. Upon driving over 1000 miles 1 way, we were to receive the ship. on Sat, morn.The washer and dryer were not in the shipment. We were then given the run around for 2 days by their people with nobody telling us that they did not have our washer and dryer in stock. At a cost of $200 each way in gas alone we were led to utter frustration. I'm a businessman and if presented with a royal screwup by my people I would not insult the intelligence of a long time customer. I would have given a washer and dryer in stock albeit an upgrade or offered a big discount on the items. After numerous phone conversations all that was offered was a $50 consession. I would think they would be embarrased with that offer. We have now cancelled our order and will make sure not to recommend their shoddy performance company to any of our friends There are numerous fine upstanding companies that will sell us a washer and dryer. They should be ashamed of themselves.

    Anonymous 6/11/08 1:00PM

  • Submit your comment >>
  • I wanted to share a most pleasant experience at the Knoxville Center Mall. On February 3, 2010 I purchased a stove, microwave, and dishwasher and my salesperson was excellent. His name was Thea O. Dockery I found him to be very helpful and he had the answers to all of my questions. Sears is lucky to have him

    I hope this message is communicated to him.

    Thank You
    Ann Acuff




    Anonymous 2/5/10 8:22AM

  • HI I JUST PURCHASE A CONVERSION TOP FROM THE 79TH ST STORE IN CHICAGO I WAS VERY IMPRESS WITH THE SERVICE I RECEIVE FROM YOUR EMPLOYEE TAWANDA, SHE WENT OUT OF HER WAY IN HELPING ME MAKE MY PURCHASE, I LOOK FORWARD TO MY NEXT VISIT KNOWING YOU HAVE EMPLOYEE LIKE TAWANDA . THANK YOU

    Anonymous 1/28/10 8:51AM

  • I have to comment on the wonderful service that I've received lately from the Sears store in Grand Island, Ne. We were going to buy a dishwasher in Dec 09. The sales manager, Lorie, told me to hold off until a date in January and they would be on sale and I could get a better deal. She gave me her # to call which I did that night of the sale. The dishwasher, a Kenmore, that I ordered was in 4 days later. Lorie called to tell me that it was in and the store also called me. I was very impressed.
    I have had my old Kenmore dishwasher for 23yrs and my Kenmore refridgerator for 20yrs and not had any trouble with them.
    I also made an appt to have my TV serviced for the yearly maintenence agreement. The tech called and said he would be there in an hour and he was and was very helpful in showing us things about the TV that we hadn't known were available.
    All the people that complain about their Sears store, needs to move to Nebraska..I've never had any problem with our service.

    Anonymous 1/20/10 3:21PM

  • I have been a customer of yours for fifty years or more I allways knew you were the best co. to do bussiness with.My first bedroom set came from yourstore, sixty eight years ago,and when I get ready to buy a new one, it will be from you. Now that I have read about you policy regarding our veterans when they come home from war I am sure I will allways be customer of yous. God bless you and whoever put that policy in effect.I remain a very happy and proud customer. Mrs. alice Alvarado of Crown Point, In.

    Anonymous 1/10/10 4:52PM

  • eileen gatica was very help full today and everytime i come to kmart in valence i shop thre everyday. thank you

    Anonymous 12/3/09 6:02PM

  • There was one older lady around 50 that was willing to help me.. Thank goodness for her; she even stayed past her shift to check me out while the younger ones couldn't figure out the problem with the computer. She was the only one in the whole store! The younger manager was just rude. This happened at Fayette mall in Lexington, Ky. I had two saleschecks that day. One was the really great lady. Assoc#38240 or Accoc#6528. She was so great that day reminded me of the 50's and 60's when people had social skills and customer service was king. Thank you so much for renewing my faith. Ms R. Mullen

    Anonymous 11/24/09 6:59AM

  • Just set up an appointment for my anual check up for several appliances. Young lady was very nice and happy to help.

    capt.rc 11/9/09 8:54AM

  • Great customer service from Angelo (Granite Run Mall Auto Center, Media , PA). He took care of my car right away after I had an accident that blew two of my tires. Got me back on the road in less than two hours. Very nice individual. Worth noting.
    Thank you.
    Kathy Crocco

    Anonymous 10/5/09 12:36PM

  • All of my dealings with Sears employees have been positive. They seem very knowledgable about all of their products and they always seem eager to help. When there was an issue with something I bought from them, they exchenged it or refunded my money with no questions and no hassles. I think more department stores could learn from Sears' curtomer service attitude.

    Anonymous 9/28/09 11:21AM

  • I have started buying at Sears several appliances for my units. Delivery is top notch. Salespersons are trained and are pros.

    Hot water heater was $120 less then the home type centers.

    Sears is doing it right

    Netseller 8/8/09 3:41PM

  • I had written the company that you offer to find a certain item. I listed my phone # and customer service immediately called me.

    The person that I spoke with then checked on the item that I was looking for and had the item held for me at the front desk of the store for me to pick up.

    I am Very, Very pleased in the way that this system works over the internet.
    I was assisted by a man named Joseph. He was Very Kind and efficient in all that he did.

    As a retired business owner I know how hard it is to find and keep good help.
    Joseph is a great asset to your company!

    It is my hope that this gentleman (Joseph) will receive some type of reward that your company offers for excellent service.

    Sincerely,
    Debbie Carlton

    Debbie 7/31/09 8:37AM

  • A good salesman..rare in these days..Your salesman062960452002 at your Jackson,tn. tire center provided us with excellent,professional customer service during our tire purchase on 3/29/09..He was attentive,knowledgeable thorough with explanations of product,services available..Yet he was not pushy or hard selling.He did this despite being swamped with customers..He promised our car would be ready in no more than an hour and when we checked back with him in 45 minutes,we were ready to go.This young man deserves recognition for his great service..If I was still supervising 77 retail stores as I did prior to retiring,I would have made him a job offer to go into our management training program on the spot..Kudos to this fine young gentleman..I am just sorry that I dont recall his name..

    Anonymous 3/31/09 10:35AM

  • In December I ordered kitchen appliances in Raleigh for installation in Fairfax, Va.

    While I hoped for no problems, we did run into two. And my comment is how well the Sears staff in Raleigh, the Fair Oaks (Fairfax Store), the Installers and the Warehouse handled the two issues. Call from the installers to clear up pick up and call from Warehouse to tell me thought wrong refrigerator had been ordered (correct) and the Virginia store working out a new refrigerator and even delivered day earler was impressive.
    I was impressed that all the parties saw themselves as part of Sears and taking care of the customer issues without creating additional issues! Thought you should know! and I have told others of the response.

    Anonymous 1/28/09 8:56AM

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  • I must say, Our store has the best team. I love working with these great people. But I have noticed that all the hard work that these people do arenWRTH THE PAY!! Come on sears. If you want to keep your fine hardworking people, you have to pay your people way better. I mean 3 years and 7.50 how are we going to pay our bills. I'm a L.P. Officer and I have savedyour store alot of money. I have work with the company for two years. MY PAY 8.40...Thats bad!!!! I also have three children.By did ya know that L.P. Officers pay starts out at 12.00. I question myself why I stay. Thats easy I LOVE the fine people I work with. But Sears you have to pay your people better, or you will get young kids whom don't give a crap about sales or customers. Just saying:~{

    Anonymous 1/14/10 8:17AM

  • Oh and it's usually not the techs fault that they don't make it to you. Most techs complete on average 7-8 calls a day depending what the specialty is, yet we are given 12-13 calls to "try" and complete. So at 8 a.m there are about 5 customers that will be disappointed. So think twice about giving the techs attitude because we hear it all day every day and we still are forced to work at least 1-2 hours overtime every day.

    Anonymous 11/18/09 6:42PM

  • I work for this company and they are digging there own grave. They are hiring people who don't have any expierience and don't have a desire to learn and those who want training are denied... Plus they prefer getting a good survey score over fixing a customers unit. Just a heads up to you all. The techs that know what they are doing are moving on.

    Anonymous 11/18/09 6:23PM

  • Dear Sears Customers

    My name is David and I work for the Sears Cares executive team. It is disappointing to read about the problems that you have experienced with Sears. We are concerned with the service you have received and would appreciate the opportunity to speak to you regarding your experiences. At your convenience please contact my office via email at searscares@searshc.com so we can further discuss your concerns. We would be more than glad to discuss any questions, concerns, and experiences you may have. In your email please provide a brief description of your issue and a phone number where we can contact you at your convenience.

    Thank you,
    David V.
    Senior Case Manager

    SearsCares 8/28/09 8:36AM

  • MY GOD!

    As a part-time Sears employee for nearly 6 years (and now at $8.36 per hour without any benefits I can afford), I WANT TO SINCERELY APOLOGIZE TO ALL OF YOU WHO HAVE POSTED HERE TO DATE: ALL 61 POSTERS as of my writing this.

    Obviously given my pay, I am an easily dispensable nobody at Sears - which probably won't mean much to you given the awful things you all have written here about your experience with my employer. BUT, I write in spite of being a disposable employee to SEARS, to let you know that SOME PEOPLE at Sears do care and REALLY DO TRY THEIR UTMOST to help.

    Please know that some of Sears' employees (however lowly like me) actually do have spines. We don't call out sick or claim that our truck broke down again. Jeesh! How old are these trucks ever breaking down anyway? And are service repairmen ever subject to exposure to germs given going to people's home or what? STUPID.

    Some of us, regardless of pay or unrealistic expectactions on the part of the corporation or our immediate bosses in the "food chain," believe that if we accept any employment at all, however modest that employment, then we are responsible for performing that job to our best abilities. I wanted you to know that however awful your experience, some of us work incredibly hard to make things work not only for this company - but for YOU. And again, and although it probably means nothing - I apologize for my company.

    Over my 6 part-time years at Sears, they actually have been trying to "get it" - but are slow. Frankly, I often wonder if they genuinely realize what it takes to make it anymore. But then again, I realize that Sears became a GIANT for very good reasons. Now, I think Sears' problems are that it's size and longevity now hinders the very improvements that can help all of you, with the problems you have been experiencing.

    Sometimes only giant bureaucracies like Sears can get important things done - like that which established the Sears reputation for excellence in many areas. Yet, the drawback is that their size ultimately hinders the changes needed to maintain excellence. Ya know?

    Yeah, yeah, I know the above does NOTHING to make you feel better about your applicance failure or Sears' failures in customer service. But, as an employee, what I can tell you is that the company has been trying to change for the better in my 6 years there. Okay, my management is really stupid. I get that and like, DUH! I work there! But, this a huge, old business culture. And frankly, most huge, old cultures don't react to change all that well. My guys are going to either get it or not. I apologize if YOU, my company's customer, is suffering in this process of adapting.

    Now, I know the above might not mean much - but, in these economic times especially, maybe it's only websites like this that will help our corporate giants to discover and do whatever it is they need to do to survive - which INCLUDES your customer satisfaction. Jeesh! My company has failed miserably!!!

    IN spite of the above, I urge you all to not give up on Sears and to write, rewrite, mail, e-mail, call, leave messages - do and do and do - to make this company get a clue. Maybe it's a company worth saving (and without a socialistic governemtn bail out too!!) and only YOUR complaints - constant - consistent - specific and etc. - will make this huge company change.

    Again, I'm so, so sorry for your awful experience with my employer, Sears Holdings. My CEO should be writing at least a few of you in order to have a hope of keeping you as a Sears customer - and not me - a disposble employee. I'm sorry for that too.

    I also know this doesn't mean much given how very much money you all have spent at Sears - or lost in addition to that failing appliance in particular. But, I know you might have used your vacation hours or have taken unpaid hours from YOUR work to wait for a Sears repairman to appear. Thank you.

    I'm so, so sorry! Perhaps one of the big whigs at Sears will see this posting. Who knows except that I only hope it might matter to one of you.

    I care. I care anyway. As a Sears employee your stories deeply embarrass me & I can't believe my national management hasn't come here yet, to comment.

    Well, national management, you can't rely on $8.36 per hour employees to solve the problems expressed here. Again, I'm embarrassed by you!!! Are URLs like this to be the public face of Sears? Jeesh! Maybe YOU need to fire your national/regional customer service teams too!!!! Hire people who get it!!!!

    Anonymous 5/6/09 12:59PM

  • I am a former Sears / A&E Tech Manager and I understand everyone’s pain dealing with repairs with Sears and A&E Factory Service, which many of you know, are in fact one in the same company. And that’s why you receive the same service, or lack of service, whether you purchased your product at Sears or some other appliance dealer.

    Many of us have trusted Sears and their products for many years. One thing we must remember about Sears is that “SEARS MAKES NOTHING” Sears sources their products from other manufacturers and places the Kenmore or Craftsman brand name on them. Consumers trusted the products they purchased from Sears, mainly because in years past, the products were quality products and although Sears didn’t manufacturer them, Sears stood behind the product, the service and most of all, were dedicated to ‘Customer Satisfaction’.

    But companies in order to make shareholder’s money have cut costs on product components. Parts are manufactured overseas and that increases availability time and cost. Now, I have nothing against overseas manufacturing, many quality goods are manufactured overseas and it certainly enables the US consumer to live the American Dream, but we are not seeing the quality and longevity of products that we are accustomed to having in the past. Let’s face it, I don’t expect my DVD player to last as long as my refrigerator, but I do expect my refrigerator to last many years, or at least longer than my DVD player.

    During my experience as a tech manager, I have seen many brand new $1,500 - $1,800 refrigerators stop cooling within a week after being delivered at the customer’s home. Most of the time it’s the ‘Compressor’, the heart of the cooling system, which has stopped working. Now the consumer can complain to the retail store until they are blue in the face, but Sears will not replace the unit, they will send out a technician, who most likely will not have this particular compressor in his truck stock. The technician will have to order the compressor and come back in about 7 – 8 days to evacuate the sealed Freon system, braze in a new compressor, test for leaks and replace with new Freon. Nor Sears or any other retail store wants this refrigerator back, why?? Because they can’t resell it as new.

    In part, the lack of quality on major appliances is due to the consumer. Consumers want stylish appliances with 20 wash cycles or an in-door water and ice dispenser that enable us to have either ice cubes or crushed ice, water or juice, a clock and a cute illuminated night light. Very convenient, but we want all this convenience for a very affordable price. Manufacturers don’t want your refrigerator to last 20 years, as it did years ago. Sears just monopolizes on poor manufacturing. By the way, that electronic control board is about $500.00, + Labor. And if you’re fortunate, you’ll be within the warranty period or have paid for a Sears Protection Agreement.

    As I said, I am a former Sears / A&E Tech Manager; I have heard many customers complain about the products and the service. So, possibly I can enlighten the consumer on the Sears / A&E In-Home Product Repair business.

    Let’s start from the beginning. Mrs. Consumer has a problem with her appliance and calls
    1-800-4-MY-HOME. This call is connected to a Call Center in Round Rock, Texas, where you will be greeted by a representative. If you are a first time caller, the Rep will need to create a new account for you. If you are a repeat caller, your account will be on their computer system. Your account will have the usual customer name, address, telephone number(s) and a list of all your appliances with purchase dates, model/serial numbers and whether you have a Protection Agreement on that appliance.

    You cannot ask any technical questions to the Rep, because they only make appointments. You cannot be transferred to anyone for Technical Assistance. Your only option is to set up a service call on a mutually agreed date, either an AM or PM appointment. The Rep does one other very important part of their job description; they will “push the sale of a Protection Agreement (PA)”.

    Protection Agreements are the life blood of Sears. Protection Agreement pricing structures vary greatly from product to product. They are historically and statistically priced by the cost and frequency of component failures. One important fact to remember when being solicited to purchase a Protection Agreement; once you purchase it… you are locked into Sears / A&E as your repair company. And once your locked in, you, as the consumer are locked in to missed appointments, late running technicians, waiting at least a 7 – 10 days for a part and the ultimate frustration, after waiting a week or so for the part, either the part arrives broken or once the part is installed, the appliance still does not work and another part needs to be ordered. And YES!! This happens daily in the life of as Sears / A&E technician.

    Getting back to your service appointment date. Your service date is directly connected to ‘CAPACITY’. Capacity relates to the number of Technicians (that work on your appliance) and the geographic area in which you live. Capacity is fed into a computer by the Regional Routing Center. Daily capacity is built by the number of technicians scheduled to work in any given day by location and industry. Capacity is built like airline companies sell seats………… they overbook!!

    Sears has the ability and does overbook technicians, why?? Because they know there is always the possibility that on the day of the scheduled appointment, either the customer has forgotten about the appointment and went out, or the customer has cancelled because of any number of reasons. But a customer, who has waited a week for a scheduled appointment for a refrigerator that is not cooling, will not forget about the appointment. Also, there is a process in place, which automatically telephones the customer the night before the scheduled appointment to remind them of the service call. The District Management also has the authority to force overtime capacity into the technician’s schedule, which they have done.

    Everyone in the Sears Product Repair business is rated on PRODUCTIVITY. From the District Service General Manager, the District Technical Manager, the Technical Managers and the Technicians. Productivity within Sears / A&E is rated on the number of jobs (Service Calls) per day. When a customer is ‘not home’ or ‘cancels’ their scheduled appointment that reduces the number of service calls the technician has on his route that day. Sears will do everything in their power to insure a technician does not complete his route early.

    There are many reasons why a Technician is late for their scheduled AM or PM appointment. I have already touched on the practice of overbooking. When a technician has a full route and there are no cancellations or not at home’s, most likely, the technician will run late on his/her AM appointments, which has a domino affect on their remaining route. Worst case scenario, the technician may not complete his/her route that day and service calls will need to be rescheduled.

    Another reason why technicians run late is because frankly, the appliance refuses to cooperate and it takes longer than normal to complete the diagnosis and/or repair. One of the biggest complaints technicians have is that there in not enough time allotted for the repairs. Each repair is allotted a certain amount of time which equates to the number of parts to be replaced. I have seen the auto-routing software schedule 5 AM appointments for a technician, with considerable drive time to each customer.

    Additionally, Tech Managers have been known to add emergency service calls to technician’s daily routes. Emergency service calls are added because of irate customers, who may have been rescheduled the day before, or a multi-attempt repair that has stopped working, once again.

    When you call the 1-800-4-MY-HOME number to inquire the whereabouts of your scheduled technician, just ask to be transferred to the local district’s Customer Service Reps. The 800 number is a national call center, they don’t have access to the technician’s route. Ask the 800 number Service Rep to transfer you to the local district’s customer service Reps. It’s the local Customer Service reps that will be able to find where your technician is and when he should be at your home. It’s the local district customer service reps that will be able to get all the answers you need about your schedule, appliance replacements, parts status, and the Tech Manager responsible for your service and repair.

    Another big frustration by customers are Reschedules. Reschedules at Sears are a way of life. Customers take off from work, wait all day for the technician to arrive and they never show. Why?? Well, overbooking can play a role in reschedules, adding an emergency service call to a technician’s route can also contribute to a reschedule. Some common reasons are sickness and truck breakdowns. When a technician calls out sick in the morning, there may be 10 -12 service calls on their route that day. Now, given the fact that technicians’ routes are overbooked by design, doesn’t provide an avenue to redistribute 10 – 12 service calls to other technicians. Also, technicians do get sick during the day and elect to go home prior to completing their route. And of course truck breakdowns, their mechanical and are subject to breakdowns. This also contributes to reschedules.

    The last reschedule problem I want to touch on are two man, helper calls. Many service calls require a HELPER to assist in moving appliances or completing the repair. I have seen the Sears automated scheduling system schedule the primary technician as his first call of the day and schedule the helper as his 3rd or 4th call of the day. This frustrates the technicians and at times both the primary and helper never get together and the service call is rescheduled. It is the responsibility of the primary technician to contact the Regional Routing Center to find out who his helper is, than he must call the helper to see when they will be available to meet. Helper calls can be ugly to both technicians and customers.

    Now, customers may or may not get a telephone call notifying them their scheduled appointment, the one they have been waiting for all day, will need to be rescheduled. Technicians will not make that dreaded phone call to the customer and frankly, it’s not their responsibility. The responsibility to notify the customer that the technician is running late or their service call must be rescheduled, falls on the ‘Router’ at the Regional Routing Center. And frankly these Routers get beat up by angry customers, who Sears once again disappointed.

    Each Regional Routing Center has a Router, this person is assigned a group of technicians and monitors their route throughout the day. Technicians can contact their Router when they need to notify them of potential problems with their route, if they get sick and are going home or when their truck breakdowns. The Router also contacts the Tech Manager with technician issues and problems. Technicians will also contact their Tech Manager directly throughout the day with problems and issues.

    Another problem that frustrates customers are product replacements. As I stated earlier, even a brand new appliance in the customer’s home will not be replaced, if it can be repaired. Sears and A&E are in the ‘Repair’ business, not the replacement business.

    I have spoken to angry customers who have a Protection Agreement on their appliance who will argue to have the appliance replaced, because the price of the repair is more than the replacement cost. Customers must remember, Sears is in this business to make money. Technicians are paid by the hour and installed parts cost about half of what a customer is charged for the parts.

    An In-Warranty replacement of a product is charged back to the manufacturer, a product replacement under a Protection Agreement is charged back to the District. Each District maintains a monthly product replacement budget, but will do everything in their power to repair the product and not replace the product. For this reason I have seen customers wait many weeks for a part that was on back-order to arrive, rather than replace the product. The only sure way to obtain a product replacement is, if it needs a part which is ‘NLA’ – No Longer Available.

    It is the responsibility of the Tech Manager to forward all replacements for approval. Replacement approvals are generally reviewed by the District’s Operations Manager. The operations manager has responsibility for the districts budget as it relates to product replacements, technician’s tools, supplies, safety equipment etc. Once the operations manager approves the replacement, the retail store is sent a replacement authorization, generally by e-mail and the customer is notified to come to the store.

    Another complaint customers have are that the technician wasn’t familiar or knowledgeable with the product they were supposed to diagnose and repair. I have already touched on the fact that some technicians cross train in another industry and do not possess the same product knowledge or experience as the technician who work on these products exclusively.

    Years ago, manufacturers had technical representatives who would visit regional training centers and train technicians on new products. Manufacturers have stopped this practice of providing field training. Sears now has employed the practice of providing Computer Based Training (CBT’S) disks. Technicians don’t like the CBT’s as it doesn’t provide the same level of training by hands-on instructor training. Also, the time a Tech Manager can allot to training is minimal, at best.

    Tech Managers generally have “Ready Meetings” with their techs. Ready Meetings are designed to give the Tech Manager the opportunity to get his/her technicians together to disseminate information, procedures, handouts, or update their SST’s. Many Ready meetings can only be scheduled for 1 hour, because remember, everything revolves around ‘Productivity’ and a technician cannot be productive if he’s attending a meeting.

    Many Ready Meetings are held for mandatory procedural education by Sears. Procedural education has absolutely nothing to do with product troubleshooting and repair. I can safely say many of the technicians get their training while under fire at the customer’s home. Many new appliances technicians are sent to repair, they have never even seen before. I have been told by technicians they were embarrassed in front of customers, because they didn’t even know how to open up an appliance. At the very best, possibly the technician was given a training CD, but he was never given the adequate time to view it.

    HAVC technicians at Sears are specialized. They had to go through formal training and have a certification in Freon handling. Again, Sears does try to hire experienced technicians, but experienced HVAC Techs are very hard to find. Sears will hire an HVAC tech right out of Technical School. Some technical schools are very good, some just teach enough to pass the certification test. Many HVAC technicians do not possess the troubleshooting skills to adequately diagnose and repair a problem the first time or the second or third time. That’s why there are so many repeat service calls for the same problem. And this is not just HAVC, this practice runs all industries. Sears will send a new technician out on the road with an experienced tech for maybe, 2 - 4 weeks of training.

    This training focuses mainly on how to operate as a Sears tech on a daily basis, learning how troubleshoot and repair are weak at best. The tech must learn how to operate his SST (Sears Smart Toolbox), this is the metal laptop that each technician uses to order parts, reschedule follow up service calls and oh yes, to determine your service bill if this was a collect service call. The SST also has product diagrams which show the technician a schematic of product components, which the tech uses constantly.

    The technician also has another alternative HELP Hotline, ‘STACK’. STACK (Sears Technical Assistance Center). Also located in Round Rock, Texas is a technical call center, providing additional technical assistance. They have diagrams and microfiche
    diagrams to assist technicians in the field. But STACK is only as good as the technician is able to clearly communicate the problem. I have myself spoken to STACK and some of the complaints were that the technician wasn’t able to clearly articulate the problem.

    Parts, lets talk a little about parts. I have been told by technicians and angry customers that when they called the 1-800-4-My-Home, they were told by the call center agent that the technician would have the part on their truck. In fact, there are many parts, hundreds of parts on each service vehicle. But the vehicle cannot carry every part for every model and manufacturer, it’s just impossible. Now there are two possibilities the customer was told the technician would bring the part, either the agent was new and shouldn’t have committed that the technician would have the part on the truck or the customer was angry and demanded the technician bring the part with him and the agent agreed, just to end the call. Yes I have heard about both scenarios.

    You may wonder why the technician schedules his return service call 10 days out in the future. This is done because of the US Postal Service. Sears knows it takes at least this long to process the order and ship it out. Yes, the part will most likely arrive days prior to your scheduled service date, but to be sure the part does arrive, Sears uses a 10 day lead time, to insure the part arrives. Sears does not want to cancel a scheduled service call because the part did not arrive. (It’s a PRODUCTIVITY ISSUE). And yes, parts can be Emergency ordered, but technicians generally need to obtain permission from their tech manager before emergency ordering a part, why?? Because it is very expensive to emergency ship replacement parts. So who suffers ??. The consumer suffers.

    Why does it take so long to get someone out to look at my appliance? Well, if it’s your refrigerator that’s not cooling during your home areas’ hottest months; good luck getting a service technician to diagnose your problem. These are the peak periods for ‘No Cooling’ and the technicians are normally swamped with calls. I have seen some customers wait for two weeks for a service call. And on the day of the service call, the tech called out sick and the customer had to be rescheduled.

    The period of time, when you call for service and when you can obtain a service date is known by Sears as “State of Service”. State of service can be all over the calendar. If you call for service and you are not happy with your appointment, call the retail store and complain. The retail stores have a relationship with the District Service & Repair managers. Often the relationship is strained due to poor service, unhappy and often angry customers. But the retail store’s Brand Central or Operations managers can place some pressure on the district to satisfy the customer.

    I think you can now understand, why at times, technicians have such a hard time diagnosing and fixing your appliance the first time and why it takes so long to receive replacement parts. Sears sends inexperienced technicians out in the field and they leave the local Customer Service departments and Tech Managers to do ‘Damage Control’, when they don’t or can’t fix the product. Believe me, there are way too many ’Better Business Bureau’ and ‘Attorney General’ complaints reaching Hoffman Estates, then funneling down the respective District Offices.

    Let’s talk about Technician Productivity a little. Technician Productivity is rated on the number of ‘COMPLETES PER DAY’, not ‘CALLS HANDLED’. There is a distinct difference between the two categories. Completes per day simply means the technician diagnosed and fixed the problem on the same day of the appointment. Calls handled means the technician diagnosed the problem and a part needed to be ordered and a future follow up date needed to be scheduled.

    Industry is a term used by Sears to designate the type of work performed by a technician. Sears service multiple industries; IE ‘Laundry’ for Washers and Dryers, ‘HVAC’ for gas and oil boilers and furnaces, Central Air & Window air conditioners, Dehumidifiers, Water Softeners, Reverse Osmosis water filtering systems, Hot Water Heaters, ‘Home Electronics’ for tabletop and wall mounted TV’s, ‘Lawn & Garden’ garden tractors, snow throwers, power washers etc and
    ‘Refrigeration’ for Refrigerators and Freezers and ‘Cooking’ for stoves, ranges, microwaves, dishwashers.

    It is worthy to note, many Sears Technicians cross industries, as many industries are seasonal. A Technician could face a layoff if he didn’t expand his skills and cross train in another industry. This is one reason why some technicians aren’t as comfortable diagnosing and repairing appliances because they don’t repair these appliances on a regular basis.

    Sears brags about being certified as an ISO 9001 company. For a manufacturing company, being ISO certified means constantly reviewing the manufacturing process, to cut down on waste and defects. Manufacturing companies strive for ZERO defects. And, if a manufacturing company consistently uses quality materials and processes, that they themselves set forth as the standard, hypothetically, a quality product will be manufactured the same way; day and day and week after week.

    But Sears does not have ISO standards for troubleshooting and diagnosing problems, technicians don’t have ISO standards for fixing the appliance, right, the first time. Sears does have an ISO Standard which states: the Technician will be in his/her service vehicle and punch in on their SST at 7:25AM each and every day they are scheduled to work.

    Sears does have a standard that states the technician leaves from his driveway at 7:25AM and drives to his first call of the day, period!!. The standard goes on to say that the technician cannot stop on the way to his first call to get a cup of coffee, he can’t stop for gas. The technician is not even allowed to call his first call of the day to be sure the customer is home.
    Plenty of technicians have arrived at their first call to find an empty house. The same standard applies to the technician’s last call of the day. The technician can only drive from his last call back to his/her driveway, no stops, not even for gas.

    Sears Tech Manager’s are just as overworked as the Technicians they manage. The Sears Tech Manager who manages his team is part ‘Manager’ and a big part ‘Detective’ and ‘Enforcer’.

    Sears mandates compliancy from its Technicians and the Tech Manager is the instrument of Enforcement. Sears places more rules and regulations on its technicians than our current day military. Under the umbrella of being “ISO Compliant”, Sears mandates their technicians to follow many, many, rules and frankly, the technician does not have a ‘Rule Book’ to refer to, all the rules must be set in his /her memory. Tech managers spend too many hours trying to smooth over angry customers and trying to catch technicians doing something they shouldn’t be doing.

    Many Technicians strive to get away with doing less. If a Tech wants to reach his Tech Manager and can’t reach them, he will contact another tech manager to forward a message. But if a technician doesn’t want to be contacted, he will not answer his cell phone. Then the tech manager has no alternative, but to call him at the customer’s home telephone number. Some Tech’s will do anything and everything to get out of work and they know how to do it while in the field. Especially at the end of the day, when you need to add an extra call to their route. They will not do it.

    One last note, there are many knowledgeable and friendly Sears Technicians and many that are not. Think twice about your past experiences with Sears before you purchase another Sears Protection Agreement.

    I hope I have been able to bring to you some consumer education about the Sears / A&E repair business. And provide you some insight into making an educated decision with your purchasing power.

    Former Sears Tech-Manager 9/4/08 3:13PM



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