Sears
Reviews and Complaints

We live in Minnesota. Sometimes we have a dry spring/summer, sometimes we don't (well this year 2017--we have a very WET rainy moist season) and we have a nice home and so we definitely needed a dehumidifier. Well, I purchased a Sears/Kenmore dehumidifier on June 1, 2017. I used it for June, July, Aug, Sept. (don't need it the rest of the year), then in 2017 I used it May, June, July, Aug. Sept. In 2017, the dehumidifier died, and I didn't know Sears could fix dehumifiers, so I left it go. Well in 2017, we have had a huge amount of SNOW in winter, plus lots of rain, and I definitely needed to go out and buy a dehumidifier. So I just purchased a Westinghouse 50 pt. unit from a local store in town. Well someone said, get your Sears product looked at because Sears stands behind their product. So I stopped at Hutchinson, talked to mgr. Brett, and he said bring it in--and they will send it in to be evaluated as to YES or NO to fix it. Well, I finally wound up calling Sears in Hutchinson back--to see if they had heard anything, and Sears in Hutch gave me a number to call. So the repair people call me back--left a voice message (because I wasn't at home) stating--it will cost me $77.24 to fix it. Call them back with a YES or NO fix or NOT fix. So I called the Hutchinson Mgr. Brett again, and talked to him, and he pretty much said it is a one year warranty, that's it--you are SOL a warranty is just that--boom when that is out--you are screwed. I was not happy so Brett gave me an 800%# to call. 1-800--4-MYHOME to see if they would cover or honor to fix it, because he wouldn't. So I talked with a guy by the name of Walter, and after I explained my scenario to him, he referred me onto this number--[protected] and I explained my information to that person--and they said, Walter referred me onto the wrong number. So I called [protected] and spoke to a guy by the name of Manfred, in Arizona, and he gave me a number that directed me to a Microwave Hood Safety Recall Line which deals with Whirlpool, Kenmore, or others for the years [protected]. Well, I didn't have a Microwave Hood that I wanted help on--so I called another number, and talked to Jackie--some supervisor at Kenmore and she pretty much said, it wasn't Kenmore's fault, it's Sears problem, and when you talked to Sears they said it was Kenmore's problem. So I finally called the Hutchinson, MN mgr. back once more and he was out, but the lady said she'd have him call me before 12:15. He called back in about 15 minutes. I've already called him about 6-7 times this week, as he is not in the store much, he sets his own hours, according to the employee's conversations. Anyway, explained that I got NO WHERE with Sears, Kenmore, or any of the guru's related to Sears/Kenmore dehumidifiers. And Brett (the mgr) said, to be truthful lady, "you just want something for nothing", "you, just don't want to pay for it." The warranty is out, which you agreed upon, and even though you didn't use it a lot during some of those years, a warranty is a warranty, and you just want it fixed for nothing. I was TOTALLY offended. I said, Brett, my time is of value too, I spent over an hour this morning with ALL of the various SEARS/KENMORE people, and I should be worth $20, plus I called him about 6-7 times this week so that is worth about $3.00. Brett then said, I make $21 an hour and his time is valuable too. He said, weren't you also complaining about some computer problem too? I said, WHAT--I worked at Ridgewater College in Hutchinson and I purchased my computers through them, I don't buy computers from Sears? So now he has ME confused with another person. I also told him about 2 months ago, I purchased a new refrigerator--when all of those rebates were going on--and we called Sears--and needed a refrigerator a specific size, so we called Sears in Hutchinson and the said YES we have a white refrigerator in that size--well when we got to Hutchinson, (about 15 miles away for us to drive there), SEARS did not have a white refrigerator with those size measurements. So we wound up going to another local store in Hutchinson and purchasing a refrigerator there. Brett, then said, well you know they have the same warranty with THEIR refrigerators. Well, I said at least Frigridaire will stand behine their product, it is obvious Sears isn't going to. Well, then I said to the mrg. Brett, that my time is valuable too ($20) an hour, and he said his is worth $21, I just about had had it with his attitude. I said, well I guess you get paid more an hour than I do, he said, yes--that's right. I said, I don't get that much on disability, I get $600 a month for me to live on, and then I hung up on Brett the Hutchinson mgr. I then decided to call back, and I told the lady--make sure you tell Brett to call the SEARS people and DO NOT FIX the dehumidifier--when it comes back to the Hutchinson store, just throw it away--because it is a piece of junk. This is suppose to be a great day, it is my granddaughter's 7th birthday today. And now I have to put on a SMILE--even though I've been treated like crap by ALL of the SEARS/KENMORE people today. Thanks alot.

Called "Sears" for TV repair service which goes to a company by the name of A&E. First available appt. was 1 1/2 weeks. Told they would come between 8-noon. Technician called around 10:00 a.m. saying he'd be here at 1:00. Already had taken 1/2 day off work. yet can't come in a 4 hr. windoow. 1:30 Technician calls to say he is at our house and no answer. He went to a house we moved from over 5 years ago. Said he'd now have to call his manager to see if he could still come to our house as now he had to drive another 30 mins. Never called backed! We called him at 3:00 p.m. to see if he was coming and got no response. I called A&E and they tell me they are a separate company from Sears and NOT affiliated yet they seem to have gotten our OLD address from a Sears purchase of a lawn mower years ago and when the phone rep. took my order for service she didn't give them our address. The company put me on hold for about 10 mins. then of course when came back to me, disconnected me. The tech. calls about 3:30 and we keep saying "hello" "hello" and you could hear he was on an open line yet never spoke. Needless to say took an entire day off of work to wait for this repair and no one showed. Of course they can't remember themselves having to wait all day for a repair person so its not a big deal. I will go buy a new TV before I ever give my business to this company and also won't be buying it from Sears either...

We went to a Sears to purchase a refrigerator that we saw on online -- no delivery charges and at a reasonable price. We went to the store to see the product and went to purchase it. The salesman told us the model we wanted was not available and showed us a more expensive one. We asked for stainless steel and had the Internet print out showing the price and no delivery charges. This was not a special order -- they claim it is a regularly stocked item. Then the scam began.

We purchased the more expensive model and was told we needed to open a Sears charge account to get the price and get delivery and haul away rebated and we did. We were told it could not be delivered for one month but we would not be charged for the purchase until it was delivered. We returned home to find he placed the order for a "stainless looking" model and we had to call and the purchase was credited and the correct model ordered.

We just received the credit card statement showing that the charges (almost $2000) are due before the delivery date. We were told "too bad" by the credit card bank, Sears customer service, the store manager and Sears cares representatives. They suggested we don't pay the full amount (but we would be charged 25% interest). Avoid doing business with this retailer. We have to pay the bill and still do not have any merchandise. Our only recourse is our state's attorney general. Sears deserves to go under!

I ordered a speed control for a Sears Whole house fan on 5-21-10 from the above parts store, which was a nightmare in itself. It took 4 phone calls, each one ringing about 30 times before someone answered. I asked that the part be mailed to our home as the store is 25 miles away...one way!

My credit card was charged immediately. After waiting nearly 2 weeks to receive this part, I then attempted to call the Sears Part store again to see where the part was. Again, the phone was never answered, it just kept ringing and ringing. I finally called the 800 parts order number and spoke with someone who informed me that it was in fact already at the Newington store and had not been sent to my home.

So I drove THERE and asked 2 questions: why was the part not sent to our home, and why don't they answer their phone?

They couldn't answer the first question and the answer to my second question absolutely floored me. I was told there is only one - yes one - incoming line. If someone is using that line, then the system just keeps ringing as opposed to going to voice mail!

One would think I was dealing with a small Mom and Pop shop. Is this how a major corporation operates? What a laugh. Sears/K-Mart should be ashamed.

I was given an 800 complaint number by the gentleman in Alabama who informed me of where my part had gone. When I called that number, I got a representative who was nothing short of curt. Before I could ask her how my complaint was going to be handled, she thanked me for calling and hung up. Wow! I guess my business is not all that important to Sears.

So, my time spent trying to reach a parts store with only one incoming line, checking later to see where the part is, having to drive 50 miles at my expense, and dealing with a complaint representative who probably in the wrong job has really changed my opinion of SEARS.

We have done a lot of business there over the past 30 years, but we may start taking that business elsewhere. This company really needs to get its act together.

Sears replacement/repair
In january/febraury of 2001 I called for a repair on the washing machine that I currently had. After the repairman finish his review I was advised that it would cost more money to repair the washer than to replace. The recommendation was to replace with the same model. On february 10, 2001 I did that by purchasing the kenmore 90 series model#[protected]; serial #ck4474028; type 144. I do not have the first date that I called for service or maintenance visit, but I have complainted about the machine from day one. This machine has never cleaned my clothes but had torn my clothes. I have always complainted about clothes being uncleaned and worn. As simple as a spill on a blouse, towel, etc would not be removed with a regular or heavy duty wash. My clothes were always dingy and not cleaned. I was told by different servicemen and on different repair visit to use different technics. Reduce the detergent and softner, use different temperture of water, it could be cause by the dryer, etc, etc, etc, etc. After cleaning the machine and different adjustments it should operate correctly. Well it may work for a week or so and back to the basic. I always mention and showed the repairman that my towels were wearing and tearing. I have bags, and bags and bags of rags. Because the clothing is torn or will not come clean. All of my clothes were dingy. My mother and I have purchase towels at the same time and she has washed her much more than I have, but I have so many towels my towels are not washed as often. But hers were much cleaner, brighter and thicker. I have everyday towels and decorative towels that just hang in the bathroom and they come out with stains and torn. I had towels that I received when I married in 1970 that are now all torn up. I had a service contact on this machine and my other applicances until 9/7/07 when I decided that enough is enough and I was paying for service that I was not receiving. Well the machine continued to destroy my clothes and in october 2009 the machine stop spinning and I have not used it since. At that time I begin to use the laundromat and my mother's washer. Well guess what my whites and colors are much brighter and my towels are no longer being torn. I still have the same dryer that I used since 199? To dry my clothes. So it was never my dryer destroying my clothes, but my washer. I am 58 years old and have always had kenmore in my home and my parents home. But I have lost all respect for kenmore products. I was a very obedient customer that followed all of your instructions and I got taken. My refrigerator was replaced by your replacement policy when you could not get the parts to repair, but I purchase this washer new and it has always been a lemon but never replaced. Thanks for your business over the years, but I will not replace my applicances with kenmore and I will not recommend you to family and friends. I await your reply.

We bought a Sears AC unit thru wall/Window 28, 000 BTU in the fall of 2008, in the summer of 2009 The unit quit cooling . It was a few months until warranty expired. After coming out to our home 3 times a compressor was shipped to be put in the unit. AC not used until May 2010 from 4pm-8pm to save money. The unit quit cooling again after approx 1 mth. Warranty exp. Repairman that looked at unit said that there had to be a problem with the reinstallation of the compressor i.e broke a coil or not connected properly because all the freon has leaked out of the compressor. Sears informed us that after 90 days they don't warranty the service. It was Oct and cooler weather and no need for AC and didn't think that it would happen so soon after being repaired and waited to use it again. Now we will be out hundreds of dollars to get the freon replaced and damage repaired. Where is the Sears that used to stand by their work and appliances. Check out the prices of their Kenmore 28, 700 BTU AC untis. They are not cheap priced. I have bought so many major items from Sears and have already had trouble with the Mower and the AC both. They have agree to come out on the 25th and waive the labor but we must pay for the parts and freon. I am wondering just how expensive that will be. Will let u know.

Office of the President
Sears Corporate Office
3333 Beverly Road
Hoffman Estates, IL 60179

June 15, 2010

To whom it may concern,

We are writing this letter to inform you of our experience thus far with Sears Home Services horrible customer service, poorly trained service technicians and lack of ethics. We have been without a microwave in our home for 2 months after numerous visits from your technicians, rescheduled appointments, and complete dishonesty. How complicated can a microwave be for appliance technicians? How many parts can be involved in resolving only one problem with the unit, it doesn’t cook! Everything else works, lights, buttons, timer, fan……It just does not cook.

In April of 2010 we called our warranty company to repair our microwave. They use Sears Home Services as their service technicians. The first time a technician (Tech 1) came to our home he could not fix our microwave. He told me that he did not carry the parts on his truck that he needed to fix the microwave. He told me he already ordered the part after he spent 20 minutes in his truck in my driveway and that said parts would be delivered to my home within a few days. He also told me that he would be out on the same day the following week to install this part. The part was delivered within 3 business days. When that following week came he never did. We called and found out that it did not work that way. What he should have told us was that when the part came in to call our warranty provider and they would reschedule the technician to come back out. So we scheduled and then had to wait another two weeks before they could get back out to our home.

The second time a different technician came to our home (Tech 2). This man put in the part that was ordered and it still didn’t work. He removed the microwave from above our stove and took it apart in my kitchen. Asked me if (Tech 1) had taken the microwave down to see what the issue was? I told him "no" the technician did not. Then (Tech 2) told me that it needed additional parts. I believe it was a short in the fan or something of that nature. He stood in my kitchen and ordered the parts that he thought it needed. Told me the parts would be in within a few business days. When they come in to call and make another appointment to have someone come out and fix our microwave. Then he put my microwave back where he took it down from. Again the parts came in. We called. Again it was another few weeks before someone could come out to our home.

The third time the technician from the first house call (Tech 1) came to fix the microwave. He worked for about an hour, going in and out of my home. He removed the microwave from the wall, scratched up one of my cabinets and set it on the island in the kitchen then took it apart. He put the parts in that were ordered previously. It still did not work. In the process of this he also tripped a breaker in my home and half my home was without power for about 25 minutes because he couldn’t figure out which breaker was tripped. After we figured it all out and power was restored to my home he went out to his truck. This time (Tech 1) was in his truck for about 25 minutes. He comes back in and tells me there is no fixing this microwave and that he spoke with our warranty company (HMS) and they were going to compensate us for all the above events by just replacing the microwave. He told me that they would call us within a few days to work out the details. He then proceeds to put the microwave back together and take it into the garage because he could not put it back up on the wall above my stove. He told me it didn’t matter they would take it away when they delivered and installed the new one.

I continued to ask my husband after that if our warranty company had called, but they had not. Then a part gets delivered to my home. At this point we are really confused because (Tech 1) never said anything about ordering parts. So we call our warranty company again. They tell us they knew of no such arrangement. That more parts where ordered by (Tech 1) and that we have to reschedule another service call when the other parts this man ordered come in. So after speaking with a supervisor we make an appointment (this time requesting that (Tech 1) never come to our home again) another three weeks away this time for Sears Technicians to come out and attempt to fix our microwave.

On the day of June 3rd of 2010, yes, it has taken two months to try and fix a microwave. A new technician (Tech 3) called my husband and was bewildered when he was told he would be fixing a microwave. He stated that he did not work on microwaves and told us that he MIGHT be able to install the parts but he was not sure he would be able to fix the microwave. He also said that if he did fix it he would not be able to mount it back on the wall above the stove. So my husband told him don’t bother then and we had to reschedule with a different Tech to come back out on the 15th of June.

Today, June 15, 2010, we receive a call apologizing that we need to reschedule our appointment due to the fact that there are only two microwave technicians (Tech 1 and Tech 2) who service our area, that (Tech 2) is on vacation and they just noticed the note on our account requesting (Tech 1) never come to our home again. We were at least able to reschedule for only one week away this time. We shall see what happens next week, but I’m confident that my microwave will still not be fixed and I don’t see an end in sight.

Again we are writing this letter inform you of our displeasure in Sear Home Services. Unfortunately, this also reflects badly on other Sears brands which we have always purchased and trusted. Therefore, we have decided to no longer buy any Sears products or services. We also plan on replacing our home warranty company as they only use Sears Home Services.

I do not expect a response from this office or any resolve of my issues as your company has given me that impression.

Thank you for your time,

Leroy and Hope Xxxxxx

So...
Has Sears ever responded to any of these complaints? Has anyone hear ever gotten statisfaction?

Right now I am trying to calm my mother because she is so upset about lack of concern and service we have received from Sears. My mother is 83 and has been shopping at Sears for probably several decades. However, as of this weekend she will no longer buy anything from Sears, or set foot in a store again. And this boycott will include the entire family. It is really unfortunate -- not for Sears -- they couldn't care less; but for my mother, because this generation and folks of this age take betrayal and arrogance to heart.

Briefly, what is wrong and continues to be wrong with our Kenmore refrigerator, and just after 4 years (the refrigerator - not a Kenmore - we had before this one last 20 years!) is that 1) the compressor had to be replaced last year; 2) two weeks ago the entire refrigerator turned into a freezer; repair service man came, replaced the thermostat, didn't check it and therefore it still is a deep freeze. Eggs, milk, lettuce, everything frozen and ruined.

If all this weren't bad enough, we waited for 10 days for the first service call and now after he couldn't fix it, we put in another call but must wait another 10 days for the second service call. We cannot shop or put anything that will be ruined in the refrigerator. What if we had small children in the house and needed to keep a well-stocked refrigerators, or had a big party over this weekend. It could have been disastrous.. I've complained to Sears but it doesn't seem like anyone really cares. So this is my next best thing---venting on this site.

Good luck to all of us.
L.DiSantis

my 10yr old oven will not turn off. I was cooking dinner turned the oven off. The heating element just kept getting hotter and hotter until we turned the breaker off. We let sit for an hour, turned the breaker back on, eveything was off on the stove and the element heated right back up very quickly so I unplugged it and its sitting on my back porch. I have read that sometimes they turn on like that if the power goes off and on. If I wouldnt have been home it would have set my house on fire! I called SEARS and they said sorry..that was nice ..said they had never heard of that happening..I told them you can read all about it on the web, complaints about the same problem were all over the place. I have replaced a 3yr KENMORE dishwasher, a KENMORE 3 yr washer (4th Kenmore washer in 20yrs) and now my stove all in the last 6 months. I 'm running out of money!

We have been a Sears customer for over 30 years and have purchased many thousands of dollars worth of merchandise for our various homes in IL, GA, FL, MD and VA. When we were preparing our home in VA for sale this spring we ordered over $3500 worth of new kitchen equipment in addition to recent purchases of a washer, dryer and mattress. We just moved to PA and when shopping at the local Sears in Hanover at the end of the sales transaction (where we spent nearly another $1000) I received a mail-in rebate form which triggered the memory that I never received the delivery rebate for our kitchen appliance purchase in VA. When I got home that day I checked the rebate status online and there was no record of my rebate request which I had submitted by mail. I contacted the rebate center by phone (after discovering the number published on the Sears rebate center was no longer in service and having located another number on my Hanover receipt) which confirmed they had no record of my request, but finally agreed to try to trace it and asked that I call back in a week. Since the rebate center seemed very lax in their response, I attempted to complete the rebate request online and got the automated message that the deadline had expired. When I called the rebate center back at the end of the specified week, they responded that I had submitted the rebate request too late, ignoring that I had called them BEFORE I tried to request it online. I was told they could not be responsible for lost submissions and I had no recourse. I was able to ask for the manager and was told the same thing - once the deadline expired they could do nothing - even though they lost my mailed request. I tried calling the national retail customer service number and was told the same thing - after the deadline they could nothing. I asked if there was anyone else I could make an appeal to and was given an email address ([protected]@customerservice.searshc.com) which is not valid. Since the rebate request was never returned to us by the post office, it certainly was delivered to their redemption center and lost at their end. I can't believe Sears would risk losing a loyal customer over the mishandling of a $75 rebate, but the lack of consideration and service has pushed this consumer to go to Home Depot and Lowes!

On Monday, May 31, 2010 my 72 year old insulin regulated diabetic grandmother called to schedule a service appointment to have someone come out to her house to fix her GE refrigerator that she purchased from Sears a few years ago. The attendants who answered the phone made and appointment for the coming Thursday, June 3, 2010 between 1pm and 5pm. That appointment resulted in a no call no show. The next day a Sears representative called to inform my elderly grandmother that someone would be there the following Tuesday, June 8, 2010 after not having service in her refrigerator for the past several days and gave no explanation as to why the service representative never called or showed at the originally scheduled appointment. The next call received was the morning of Monday, June 7, 2010 when another service associate called to inform her that her Tuesday appointment has been cancelled and the service department is all booked up and they could not provide a time or date for another appointment time. My grandmother calls me very upset worried about where to store the food she has left that has not spoiled and her insulin until I am able to call to schedule another appointment. Today at about 1pm I call Sears to find out what the problem is and to make sure my grandmother was not misinformed with the information she gave me and two associates the first named Evelyn and the second named Hannah informed me that the service department was all booked up and no one will be available to help my grandmother with her problem. They also informed me that one of their dishonest associates tried to cover their tracks for the no call no show by putting a note in the system saying that someone came out to service the refrigerator and informed my grandmother that new parts had to be made and that she voluntarily told them that she would install them herself. I am beyond appalled, I have never heard of any company treating their customers with such disregard. My 72-year-old grandmother has always sworn by and made all her family shop and Sears because of the great customer service, warranties and products. After this experience my entire family will never purchase anything from Sears again. If Sears does not try rectify this situation immediately by (a) sending a service representative to my grandmothers home to repair her refrigerator, (b) replace or reimburse her for her insulin medication and the spoiled food, we not only will we go to the media and let the world know how they treat their elderly customers, but we will never shop there again and will be replacing all Sears appliances with ones from Lowes.

I called Sears Repair before 8 A.M. on Monday, 5/31/21010, when I discovered that my washing machine, under an extended warranty, good until 2011, did not spin dry my clothes. I was told that the technician would be out between 1 P.M. and 5 P.M. Saturday, 6/5/2010. On Saturday, 6/5/2010, I received a phone call from a Sears Service Representative advising me that the technician would be out at 5 P.M. About 45 minutes later, I received a phone call from a woman named Brenda, calling from Ft. Worth. She advised me that the technician was over booked and that it would be next week before the technician came out to repair my washing machine. I called Sear's Service Management Team at [protected], [protected] and [protected] and never got an answer. When I called 1-(800) 4- MY HOME or [protected] on Sunday, 6/6/2010, I got a recording stating that my next service appointment is scheduled for Saturday, 6/12/2010 between 1 P.M. and 5 P.M.

I am totally and permanently disabled. My wife has had two back surgeries and is totally disabled. We cannot be lifting heavy baskets of clothes to go to the laundrymat. This is the very reason that we bought a Sears Kenmore washer and dryer to be installed in our garage. I wash clothes every other day, and I have not been able to wash clothes since last Monday, 5/31/2010. And now I am supposed to wait until Saturday, 6/12/2010?

In the past, I have been scheduled for a repair technician to come out between 1P.M. and 5 P.M. My wife and I sacrificed our entire afternoon. When we approached the alloted time, no one called or came out, and I called Sears to inquire, I was told that the technician had gone home for the day and that I would have to reschedule!

I have read many, if not most of the complaints registered on this web site, and I have to agree that "Sears Service SUCKS!" Now what is Sears going to do about this? I do NOT and will NOT wait unitl Saturday, 6/12/2010 to have my washing machine fixed!

I am extremely disappointed by the lack of quality products produced and sold by Sears . My family and I have been strong supporters of Sears for many years (I have purchased a washing machine, dish washer and fridge in the last 2.5 years alone) but that has all changed forever!

We purchased the Kenmore Elite Oasis HE Model 110.[protected] on 7/15/07 for $1, 066.19. The installation was not without problems, but fortunately they did get resolved. While we really enjoyed the reduction in water usage we noted from the very beginning that the washing machine was very loud -- which we assumed was the result of not having an agitator. About a year after we had the machine, we started getting the dreaded F1 code, plus it would turn on by itself and try to spin (sometimes at 3 a.m.). If it were not for the fact that I did an internet search on the F1 code, I would never have known there was a recall on the circuit board for our machine. I called Sears and they determined we were 'eligible' to receive the board (gee, how thoughtful) and then told us it would be about three weeks for the part and once we had it THEN we could schedule a technician to come out and install. What I did not learn at that time was that the 'warranty' on the replacement board was only for three months from the date of installation.

Initially the F1 code problem was fixed, but we eventually started to get it again (although much less frequently) but the machine continued to try to turn itself on to spin at least once a week. I have since learned that problem is directly connected to a second circuit board which is NOT part of any recall. I also learned that we are no longer eligible to receive help with our F1 code; because that board was only under warrantee for 90 days. Unfortunately, that is not even the worst of it.

We discovered a leak from the bottom of our machine a few weeks ago, which spilled over the tray and into our ceiling below resulting in drywall damage & water damage to our wood floors. The technician who came out yesterday informed me that the leak is a result of the bearings being bad; and that the loud spinning cycle was an indication. I explained to him that the machine has sounded that way since it was delivered and he did not comment. The problem with the machine trying to turn on is because the second circuit board is bad and that for approximately $732.00 they could fix all these problems. Keep in mind it is not three years old yet and we paid $1, 066.19 for it. If we were foolish enough to fix it, the parts or labor would NOT be under warrantee so we could potentially run into the same problem again. Oh, and by the way, the visit from the tech (which we had to wait 10 days for) cost us $129.00 -- meanwhile my washing machine is still broken. Now, I have to buy a whole new machine (somewhere else of course) because Sears' position is that it is out of warranty.

It is safe to say that I will never buy a single product from Sears again and I will make sure everyone that I come into contact with knows about our experience with them. I read where people say they have had their machine machines for 20-30 years and all I can say is "they don't make 'em like they used to!" It is all mass production, junk parts that interchange from one machine into another with too much circuitry in close contact with water & heat to be dependable.

4 years ago we purchased an oven from Sears which carried a warranty for 4 years. We got our final on our home 2 years ago at which time the Kenmore oven was installed. The oven quit working Feb. 29th with an error code on the oven door. I called Sears and asked for a technican but they would not connect me to one since my warranty had run out. I told them I only wanted to know what this code meant since it was not listed in the manual that came with the oven. I called again the next day and asked again to speak to a repairman and they refused to let me talk to anyone unless I made a service call appointment. They told me to log onto their sight and download a manual and that should answer my question. I did so, and got the same manual that I had in my hands. I called again on the 3rd day and had to make a service call appointment in order to get any help. When I talked to the lady she still would not let me talk to anyone about my problem. She immediately told me that there would be a fee. $65.00 plus labor and parts or pay $129.00 plus parts, or extend my warranty. If I knew what this error code meant, I would be able to know what I could afford. Would it entail parts? Was it just a simple adjustment over the phone? Did I have to replace the oven? They didn't want me to know what I was going to face. I was so upset I just chose to pay the $129.00 and hoped for the best. The repairman showed up the next day, (not even at the scheduled time) and worked on my oven. He pressed 2 buttons and the oven was working. He was there about 15 minutes. This could have been taken care of over the phone. But because I had no more warranty, I was not considered a customer of Sears anymore. I don't mind paying for service if needed, but I should have only been charged the $65.00 since no parts or substantial labor was done. He insisted on collecting the whole $129.00. I was overcharged $64.00. If they believed in good customer service, this could have been handled over the phone in a matter of seconds. We will never buy another product from Sears again.

I am very disappointed in Sears. I was told when I was called that my service call would be $75.00 plus parts if they had to replace anything. The labor charge was $185.00 and $167.25 for the parts. I do not understand this, since they said the service call would be $75.00 Also, when I left my card with my mother to put it on my Sears account, they would not accept it and rejected my card. I advised the customer service department that I would not be using Sears anymore since they did this to my account.

I went on Sears.com to look at kitchen ranges. I saw one that I liked and was going to purchase it, but I needed to get some clarification that it was a convection oven, and not a standard one. The wording in the add said the over had a a Precision Cooking System with PreciseBake that includes multidirectional airflow, which circulates preheated air for faster more even cooking results. So I called the 800 number. The agent at the call center said he couldn't answer the question and transfered me to the Silverdale Store. When I was connected to appliances the woman I spoke to said the oven I was looking at was a convection oven and she convinced me to come into the Sears store to purchase it instead of doing it online. So the following day which was May 25th I looked at the add on Sears.com to print the details and I saw that the price was lowered to $985.99 so I printed the add and drove to the Sears store in Sliverdale. When I arrived in appliances I asked a sales person to show me where the range was. I looked into the lower oven and saw no fan for convection. I told the woman that the range was supposed to be convection. She said She couldn't help me and said she would get a manager to help me. I met a manager by the name Shem who took the add from me and looked it over. He said that I was right the range was described as having a convection oven, but the actual oven did not. So Shem tried to work with me to find a way to get me an oven with convection around the same price. While I was working with Shem another manager by the name Steve was brought in to help. So Steve did some research and couldn't explain why the ad said Precision Cooking System, but that the range I wanted did not have convection and there was nothing he was going to do to help me. So it was just my tough luck! So I told Steve I would leave and take my business back to Lowe's and I walked away. While your manager Steve was fine with me leaving and not spending my money in Sears, Shem did not agree and asked me to give him a chance to call Maytag and find out if they could offer an explaination and pay for the difference in price. Maytag said that it was a mistake on their end with the description of the range but they would not do anything for me either. So Shem then offered me a price of $1, 285 on the maytag range with the convection oven. After thinking about it, and only because Shem was nice and tried to work with me, I bought the range for $1285. Your manager Steve needs some retraining on customer service! I plan to do more home improvements but I am hesitant to return to Sears after this experience. It is now May 30th and your online add for the same Maytag range with the same description is there and the price is $985 so nothing was done to correct the mistake even after I reported it on May 25.