Sears
Reviews and Complaints

I originally contacted Sears in June 2019 to request service under an extended warranty that I purchased when I bought this refrigerator. I wasn't getting any ice. I scheduled an appointment, which was also in July. The tech took one look at it and said it was the mother board and that he would have to order the part and set up a new appt to install it. That was scheduled for July also. At the initial appointment I mentioned that the refrigerator wasn't cooling well either. He indicated that the new mother board would fix this issue as well. 2nd tech replaced the mother board and said to give it 24-48 hours to cool down and make ice.

3nd Tech came after the mother board was replaced as the ice maker continued not to work as well as the refrigerator not cooling. This tech lowered the thermostat, showed me how to reset the ice maker and said that since it started working when he reset it that it wasn't broken then proceeded to try to sell me a home warranty...

Now we are into August and although the refrigerator is cooling now (small victory!) the ice maker continues not to work. I called the Sears Home Repair line this morning to report I'm having same issues with ice maker. Was told gain that they would have to send out a Tech (now #4) to look at the ice maker. That is scheduled for 9/12/19 and IF they finally order a new ice maker, I will have to wait on the part to come in, and have to take off work yet again for the Tech #5 to install it!

Complaining to the supervisor at the international call center got me no where. This has become a nightmare experience and am very disappointed in the service provided.

We purchased a full kitchen suite + 7/2014 but didn't have anything delivered until Nov (remodel=delays). We purchased 5yr master protection for anything with plumbing (fridge, washer, etc). Everything was delivered 11/14.in 10/15 fridge got replaced, plan was transferred to new fridge.

This summer fridge stopped cooling and I place a claim in July for repair and was told my plans are ending so I got maintenance for washing machine and dishwasher. Repair came same day as maintenance (2 dif companies). Fridge repair guy looks at fridge and orders stuff that takes 2 weeks. Next fridge repair guy says first guy was wrong but changes parts and we clean it all out. He assured me if anything g goes wrong it's the same claim. He leaves and fridge and freezer stopped cooling completely. Called same day to repair place, they said their systems were down and they'd call me back (never heard back).

On with Sears the next day for 3hr because they say my warranty expired but rep can clearly see it wasn't delivered 8/15, when they say the warranty expires, rep gets another appt for following week (8/23) with the same repair company (and rep says she had to argue with them to get the appointment). She also gives me and email address to send receipts (matthew. knutson@searshc.com), no response.

I call the day before to confirm and my appt was cancelled because supposedly they fixed it on 8/19! On with sears another 3 hr, told again my plan expired (which it didn't and is a moot point because the claim was never closed)! We go around in circles, and another email address (David. oliver@searshc.com) and still no response. I get a local guy to "troubleshoot"... ends up something wasn't plugged in all the way so it starts cooling by next day. 2 days later and the orig problem all over!

It's not cooling and I can't get anyone to do a damn thing. They say my claim was closed and I have no warranty and one rep even said I never had any warranties and the fact they sent maintenance and repair on the same day. Another rep was even looking up my receipts (because I have my receipts and all my charges are on my Sears card).

It's outrageous that anyone should have to go through this bs and still not even get help! My family (with 2 under 5) have been living out of a mini fridge for 2 months!

At this point I want them to honor the agreement and provide a new fridge or a refund for the FULL 5 yr agreement ASAP! The repair guy in 2015 said they had replaced a ton of the Kenmore mode we have and that we should choose a different one (unfortunately it was too late back then). The issue we had last time was also with the cooling... last time it was too cold, this time not cold enough. Claim #[protected] (MPA [protected])

Thank you for any help!

August 24, 2019
Mitch Bowling, Chief Executive Officer
3333 Beverly Road
Hoffman Estates, IL 60179
Re: Brand new (now broken) LG Refrigerator and inept customer support…one month later
Dear Mr. Bowling,
I bought an LG refrigerator from Sears and included a maintenance contract with the purchase. It is still under warranty.
On July 29, we were out of town and the young lady who checked on our home found water all over our floor (wood of course) and the food in the refrigerator and freezer ruined. There was power but no cooling. I contacted Sears Home Services immediately and was told that no technician was available until the 6-8 of August. I pushed it out to the 13th because we returned on the 12th. My dead chicken legs didn't care at that point.
On August 13, the technician said that there were 2 problems. One problem required new parts and the other was oil which had backed into the motor. He would call back to reschedule when he had the parts. I was very concerned about his findings. He told me to call Sears because he was not a Sears employee….nothing he could do.
I called SHS immediately. This is a very new refrigerator and now I have oil in the motor? I was told that there was nothing I could do but wait for the technician because he had already ordered parts. I waited a week. The only good news here is that I was placed on hold for 26 minutes with Sears Benefits and found out that I could apply for a rebate for lost food. No one else told me this even though I asked repeatedly. I also found out that the technician was indeed an employee. Mike, at SB even saw his employee number.
The next technician came on Wednesday August 21, inserted new parts and said that I was mistaken and that there was no oil in the motor. "I have upgraded your refrigerator. It is better than new". Which rep was correct? I guess time will tell.
Two days later on Friday, August 23, I opened the refrigerator to find that everything in the refrigerator and drawer was frozen. We also had no water or ice. I called SHS again. I was told that someone would come today, August 24. The problem, according to the technician was that there was a fan that had not been restarted by technician #2. He restarted it. My husband reminded him that we had no ice/water. He said there was nothing he could do about water and implied that we had a problem elsewhere in the house. We do not. He said to wait until Monday to see how it does. Well, here is the problem, with no water, there will never be ice.
I called SHS again. They said to wait until the next available appointment….Saturday, August 31.
This has been sloppy from the beginning. We needed to wait a week for our first appointment? That was her definition of "emergency service". In all likelihood, we should have been able to fix this with 1-2 calls. Now we are looking at 4 appointments (setting aside 4 hours for each visit) and our new refrigerator is still not working correctly. SHS is tired of me calling. I can assure you, I don't know why I need to call either.

Regards,
Angie L

Re: Ann Infusino, Director, Executive Member Support
3333 Beverly Road Hoffman Estates, IL 60179 Ann.Infusino@searshc.com
Rob Baker Vice President, Customer Experience
3333 Beverly Road Hoffman Estates, IL 60179 rbaker@searshc.com
Customer Service 3333 Beverly Road Hoffman Estates, IL 60179
searscares@searshc.com
Mitch Bowling, Chief Executive Officer, Sears Home Services 3333 Beverly Road
Hoffman Estates, IL 60179 mbowling@searshc.com
Imran Jooma - Executive Vice President
Sears Holdings 3333 Beverly Rd. Hoffman Estates, IL 60179 ijooma@searshc.com

This email was sent after our technician left today:
Case #6428775
Exec Asst Debra Tsenguyen
Cus Service finally helped me get this but nothing can be done because the technician has failed to enter his notes. What is going on?

Subject: RE: Brand new (now broken) LG Refrigerator and inept customer support…one month later

Dear Sirs:
Your repairman has just left. He can't fix my refrigerator. It needs (another) compressor. It needs (another) evaporator. It needs some part for the hose since that is the reason that we have no ice/water.
He says that we have had only 2 service calls. They are not considered completed calls unless they insert parts so the other 2 times that you took up 4 hours (and today 8), they don't count. They don't carry parts with them. This "game" could go on for a very long time.
You had an executive asst call us on Monday. I am so angry, I can't find my case number. Please have her call us (since customer service can not access this information) asap.
Angie Long

This email was sent to Sears HQ after our appointed Exec Asst read from her "we don't care" customer sheet.

We have just completed our 4th appointment with a Sears technician. (Definition of completed : finished; ended; concluded). Now we find out that Sears doesn't use a regular dictionary but rather has it's own fuzzy dictionary. Completed, according to Sears, means to insert a part (It can't mean successfully insert a part because then we have had not had any completed appointments). Our completed appointments include:
1. First appointment, installed a new condenser. Completed appointment
2. Second appointment, installed new evaporators and new water line. Completed appointment
3. Third appointment, turned on the fan which the 2nd guy didn't do. Completed appointment.
4. Fourth appointment…never did figure out the problem except we need a new condenser, new evaporator, new hose, and who knows what else. This appointment is also completed. He is no longer here. He left and ordered parts even though we told him not to because when you order parts, SHS can't do anything else for you until the parts are in.
Well, he ordered (the same) parts all over again, anyway.
And now, SHS can't help us because there are parts ordered.
WE spoke with Debra, again. No, she says, nothing we can do. We have to wait for the parts again. I asked the technician when he was here, if we order these parts (again), will our refrigerator work. He said he didn't know.
We have waited for a month. We have waited through 4 appointments(per our maintenance agreement, at this point, a new refrigerator should be delivered). SHS has wasted time, gas, money, and still nothing has worked.
As I said last Saturday, without water, we will never have ice. And now I say, with no clear understanding of the problems in our refrigerator, we will never have a functioning appliance. We have a lemon.
Please, live up to your maintenance agreement that we purchased. Do the right thing. We need a functioning refrigerator.
A Long

What a Lemon and what an ongoing problem...we have no idea what will happen or when...but they don't either

We are extremely upset and very unhappy with Sears. We buy all our appliances from Sears and 2 years ago we bought a very nice Kenmore Elite Refrigerator that stopped working after 4 months. The compressor went out. We lost lots of food and they denied our food loss claim. A few weeks ago again the same thing happened. The compressor went out again and YES again we lost a lot of food. I filed another claim and again it was denied and WE WANT TO KNOW WHY IT WAS DENIED!

CLAIM ID 373491
ZIP CODE: 95122
PAYMENT RECEIPT:
SERVICE UNIT NUMBER: 0008184
SERVICE DATE: 8/22/19
PHONE: [protected]
CELL: [protected]

PATRICIA KITONG

Good morning,

On August 5th, I placed an online (#[protected]). The order was for, Samsung DVE50R5400W/A3 7.4 cu. ft. Top-Load Electric Dryer with Steam Sanitize+ - White, the order was to be delivered to Kmart in Oakdale CA and the estimated delivery date was August 20th. (See attached insert)

I took advantage of the Sears leasing program, made my initial payment upon order and my second payment on August 20th. August 20th came and went, no communication that the dryer was ready for pickup.

On August 21st I contacted Kmart to inquire if the dryer had yet arrived, they stated it had not and I would need to contact Sears for more information. I contacted Sears via telephone and was unable to receive any further information, however my order was "escalated" and their "resources" would look into the order and contact me within 48 hours. Within one-two hours, I received an email stating my request for an order status had been completed and my item was at the store, available for pick up. (See attached insert) I again contacted the store, they were unable to locate my item. The store was kind enough to look through their delivery slips and check the drop off area, thinking it possibly was not "scanned" in upon arrival. I again, contacted customer service, this time via the chat link provided to me in the email I received. I spoke with Tate. (See attached insert) I was advised that he would "personally" take care of this issue and would "escalate" my request to your "concern team", they would contact the store, have them scan the package and I would receive an email to pick. Again, insinuating that the item was at the store. Tate stated I would receive an email with "positive" resolution within 72 hours and offered a 5% discount upon pick up of my item, for the delay caused. Allowing this "concern team" the required amount of time to complete my request, I did not contact customer service again until August 25th, after I did not receive any communication from Tate or this "concern team". I again, chatted via the link provided in my email and spoke with a Dalton. (See attached insert) Dalton stated that the item had arrived in store, yet the associates had not scanned the item in. He stated that he would "escalate" my request and his resources would resolve this issue, I would hear back within 72 hours. Dalton could not answer my questions such as when the item was delivered, when the item left the warehouse, and why online it now stated I had a delivery scheduled for September 17th. Again, within one-two hours, I received an email. (See attached insert) The email stated my order request update had been completed and that my order was still processing, to contact Kmart for details. I did so, again, Kmart was more than helpful, checking any areas any type of update could be for me, ending not successful. Kmart advised that they were not sure why customer service would advise to contact them for an update, as they are not generating the order and have limited access to information. Kmart suggested I contact Sears customer service and request to speak with a supervisor.

On August 27th I contacted sears customer service via telephone. The first agent I spoke with was unable to answer any of my pressing questions, same as any other conversation I had. I had to request to speak with a supervisor on two occasions before she attempted to locate someone for me. At which time I was told her supervisor was unavailable. After refusing to hang up until I spoke with someone of higher authority, I was passed to Hayden. Hayden was also unable to answer my questions. He stated that unlike most orders, there was no UPS tracking number available on my order, he could not tell me where the warehouse was located that my item was shipped from or the day it left the warehouse. The only information that he could provide was that it showed to be delivered to Kmart on August 20th. He was also unable to answer why my order now showed a delivery scheduled for September 17th. Hayden stated he was again escalate my ticket at a manger level so that their "backend team" could find these answers for me and instead of an email, I would receive a phone call within 72 hours.

I am scheduled to make another payment in just a few short days, I have no dryer, I have no resolution and I have not one person willing to actually attempt a resolution for me. My goal to make extra payments to avoid interest and extended lease times are shot, because I'm already paying for a lease that I can not use, can not locate and can not even receive a straight answer for. Sears being a reputable, long standing company has disappointed me, frustrated me, taken countless hours away from my employer, my children and my family, trying to obtain a resolution on my own. It is my hope, that I am the ONLY person to ever experience such horrible customer service from your company.

Nicole Olson
[protected]

Got a "Deluxe" lawn mower service, the Tech did not replaced the blades, i notice that 10 minutes after he left and contacted customer service, they could not make him come back and wanted to reschedule the service 3 days later, I asked for reimbursement, and they could not do it, I can't just take other day off from work to wait for them to came back. Basically the tech stole from me and the company back him up.

I placed an online order from Sears.com on 8/26/19. My final total on the "place order" page was lower by $30 compared to what was actually charged on my credit card. I called customer service to get this changed and they weren't much help. They said they could cancel the order so I said go ahead. I wake up today to see that only part of my order was cancelled. I tried calling customer service back this morning, but am unable to speak to anyone due to the office being closed for "unforeseen circumstances". How can Sears continue to operate a website that is deceptive with no customer support? Buyers beware! Stay away from Sears.com!

I trusted Sears Auto Center Associates with my car. I trusted that they had the ability to conduct an oil change in the correct manner. Unfortunately, I had a rude awakening. I was referred to Sears Auto so I took my chances and got an oil change. I got an oil changed on a Saturday prior to my Cedar Point Trip on Sunday. Traveling from Kalamazoo to Sandusky, Ohio Sunday, I notice my change engine oil light pop on and went away. It did that a few times during the trip. My car still seemed to be running Ok. On that following Monday, on my way to work I noticed that my car had a hard time accelerating and also the engine oil light was back on. When leaving work my car was running Ok and the engine oil light wasn't on. On Tuesday I took a trip from Kalamazoo to Battle Creek. While driving on the freeway. My car had trouble accelerating and the engine oil light came on. I checked my engine oil myself by pulling the dip stick out of the tube. The white napkin I wiped it on indicated nothing ( meaning no oil). When I contacted Sears Auto back and informed them of the issue, they took a look at my car and attempted to fix the issue by covering their mistakes. I had a mechanic look at my car immediately after. The mechanic did a diagnostics test. He reported that my motor had no compression-lack of oil. Sears Auto is not providing me with a rental car for this huge inconvenience. I am disappointed that I trusted my car in their hands. I am a part-time graduate student at Western Michigan University while working two full-time jobs. I must admit that this is a huge inconvenience for me, yet I still have to pay my car note

I bought a pressure washer from Sears.com. It came defective. Order #[protected]. It will not start. I followed all the instructions. I have a lot of gas powered tools including a tractor so I know how to start a gas powered tool. I followed the instruction book exactly. It does not start.

I filled out the return form on Sears website. I sent it in. After a day I contacted the customer service people. They said a return label would be coming in 24 to 72 hours. I waited. I contacted the customer service people again. They said a return label would be coming in 24 hours. I waited. I contacted the customer service people again. They said a return label would be coming in 24 hours. I waited. I contacted the customer service people again. They said a return label would be coming in 24 hours. I waited. After this went on for weeks I said you are just stalling and they said no return label is coming. The supervisor (Homer) said literally "read guarantee more careful next time", that is some mighty fine customer service there Sears. Its buyer be ware at Sears stores.

It was just a return of a defective $300 pressure washer. Sears can't do that anymore? Now I am stuck with a broken pressure washer to take to the dump and I still have to go buy a pressure washer. I suspect you can imagine how fed up I am with Sears and that I will never go back to their stores or websites. In fact I am researching the list of Sears holding and will never go to any of them.

I am so disappointed in Sears.

We purchased this brand new October 7, 2018. Today is August 24, 2019, and this appliance is not working. I have thrown out food. Sears offered no help regarding having to wait 2 weeks to resolve this issue. Folks, first of all why is this broken already? Secondly, what am I supposed to do for my family for food all week if I'm throwing away what we have purchased to eat? What will I do for the next couple of weeks?
Customer service said that I'm on my own in terms of no protection with a food claim.
BUYER BEWARE! DO NO BUY A KENMORE REFRIGERATOR!

I am very upset that my refrigerator has not lasted 4 years! I thought I was being a smart consumer when I put my trust in Sears...They have been around and have had a reputation as a trusted American company... That Sears is no more. It has been replaced by this new way of deflecting responsibility and automated customer "handling". You will be transferred from department to department and told phrases to placate you but you dont know if you are being told the truth or if the representative is even accurate since they dont seem to have any knowledge about the products. I called Sears and explained to them that my compressor is out on 8/15/19. They say they will send someone out on 8/26. (yep, 11 days) I contacted the warrenty department to let them know that I may need a new compressor and was told that they no longer have that compressor and that nothing could be done... can you imagine? I told her that I was sure this was not the case. No reputatable company would not provide service as promised (in writing) on a product that was purchased from them. This is so frustrating... I am without a refrigerator and ice until someone comes to tell me what Sears is going to do to make this right. It seems to me that, if there has been a recall on a compressor, that indicates that they have sold you a defective unit and should stand behind their good name and make it right... parts AND labor. They will be losing cusomers left and right if they dont do the honorable thing with their loyal client base...
I will let you know what happens with this...

Called Sears for service under my appliance blanket agreement @ $600/yr. Elextrolux refrigerator making clicking and banging noises. Cust. Service rep said he needed to hear the noise before he could dispatch repair. Speaking with him through my noise attenuating speaker on my phone he said he could not hear anything. Then he said a clicking noise is normal from a fan. I've had the fridge for 9 years. It has never made bad, sharp noises like this before, sometimes so loud we have to close the kitchen to bedroom door at night to prevent listening to the banging noise! End of convo? I said «thanks for nothing, is this the service I am paying for?» Renew the contract again next year, after years of being a customer, or buying my next group of appliances from Sears? Probably pissing away my money for nothing. If no resolve, here's my next step: https://bhgs.dca.ca.gov/consumers/service_contracts.shtml

To make a long story short...I have been without my refrigerator since July 6th. Techs have scheduled three appts now and have not shown up. They were supposed to come again today but noted us as "not being home". We were home all day! I have called and called and called and have been promised and promised and apologized to a million times. The bottom line though is that we still do not have a working refrigerator. They automatically rescheduled our appt today for 13 more days out!

I paid for a service appointment and diagnosis call. The technicians were very nice and diagnosed the problem. It was simple so they ordered the part to be sent to my address since I could replace the hose myself. I paid for the part up front ($56.) Over a week later I called the 800 number and found out that the part was on "indefinite" back order. Parts dept. couldn't help. I called 4 times and was put on hold and transferred. When someone finally answered it was difficult to understand long distance and thick accent and finally they said I would hear from someone in 24 hours. Haven't heard from anyone yet in 72 hours and am worried about getting a refund. Sears Home Services is very difficult to reach by phone!

I purchased a treadmill ($2000) April 2018 and purchased delivery and assembly for ($200) and extended protection and maintenance plan ($340). I asked delivery guys as well as the Seats employee at time of purchase NordicTrack if there would be any equipment or warranty problems if we have the unit set up in the garage. They assured me there would not be. They proceeded to assemble the unit and place it in the garage. When NordicTrack was contacted for the annual maintenance that I paid for, I was informed that my warranty was voided because of the location of the unit.

We bought a Sears Kenmore Elite frig 11/17. Thought we were buying good stuff, right. WRONG!

In March of 2019 the frig is not cooling.
Turns out the Kenmore is really an LG------who have a horrid reputation for frig's.
In 4/19 the Sears tech comes over to fix the issue. We buy the Home Warranty Contract for $50/month---$600 a year. ($75 deductible for each visit)
It is 4 months later------the frig is warming up again.
I commence to spend the next 3 days with Sears Home Warranty trying to schedule an appt to fix this frig.
Long story short: THEY ARE SOOOOO F*cked up. I am routed to Florida, Ohio, Filipines, etc., etc. Nobody knew what to do. THEY ACCIDENTALLY CANCELLED MY APPT with the local Service provider...AVOID these dopey [censored].
The Florida guys could hardly speak clear ENGLISH!

In short----don't buy a [censored]ing Sears Kenmore. Don't buy their Home Warranty. Take your dollars elsewhere-------I promise you, you will regret buying their products..

AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID

Service Order Number: [protected]

On 7/2/19 scheduled service on Sears range; gave model number of range and explained issue with temperature display. Also scheduled service for our leaking Sears dishwasher.
Sears repair technicians came on July 3rd to repair range, charged diagnostic fee, scheduled another appointment for 7/19 and supposedly ordered part for range. Charged us for diagnosis, the part and labor to be performed at next visit. Told us the part would be shipped to us. Also did same for our Sears dishwasher.
Parts arrived for dishwasher prior to 7/19; nothing for the range. Technician arrived 7/19 during scheduled hours and performed repair of dishwasher but did nothing for the range. He assured us parts would come sometime soon, and that we should call them to schedule another visit to fix the range, after the parts arrived.
We waited 10 more days and still no parts for the range. On 7/29 called Sears service, talking to several people in scheduling and parts and was told that the part order was cancelled on July 3rd (the same day the original visit by their two technicians who supposedly ordered it that day!). They told us that we needed to order the part again. We explained it wasn't us who ordered the part, it was their technicians who ordered on the first visit, and they should be ordering it again (since we had already paid for it 4 weeks ago). Then they scheduled a technician to come here on July 31 (between 8 am and 12 noon) to fix the range and stated that the technician would be bring the part. Technician showed up around 4 pm (i.e. we waited 8 hours for him to show up). He did not bring parts. He looked at range again and called for someone to assist with support. He had multiple telephone conversations with his support people. The technician was told to leave our presence and to discuss our situation in private. During that conversation, he told us he found out that the electronic board that needed to be replaced was no longer orderable. Then he advised us that it may be necessary to remove the board from our range, send it to a center where it would be repaired, then reinstall our board into the range after it was shipped. Finally, after more consultation, the technician told us that the board needed is no longer available nor is it repairable. He put in a request to get us a refund.
On August 1st I called to find out what was happening with our refund and if it was in the system. The first person I spoke to said I should be getting a "full" refund including the diagnostic fee after she heard what we had experienced, however, she was not able to process the refund. She forwarded me to another person who also said they couldn't process the refund and we should just wait up to 21 days to see if refund arrives. I said this was not acceptable and asked to be transferred to a supervisor. I was told there were no supervisors available and I should call a specific number, however, someone should be calling me to discuss our situation.
I waited until Aug 6th and didn't receive a call and tried the phone number supplied, it was not a working number. So, I call their general number and spoke to an agent, immediately asking for a supervisor. After having to explain the whole situation again I was finally referred to a supervisor who said they would refund the part we paid for (which doesn't exist) but would not refund the diagnostic fee. I asked to speak to her manager and was told managers do not talk to customers. I asked for a mailing address or email address where I can send a complaint and was told they do not disclose any addresses. Basically, we have no way to escalate our request for a full refund for the misleading, dishonest, and lack of service received. From the very beginning, Sears Home Service should have told us that there are no parts available for our range.
We should get a "full" refund for diagnostic fee, parts, and labor. I feel this is a scam to get fees even though Sears knew that parts would not be available for our range.

I decided to add reviews to Yelp and now see that others have experienced similar situations - charging diagnostic fee even when they know they can not repair a unit. Horrible reviews on other sites as well including Facebook.

My 3 year old refrigerator went out. I called for a repair, had to wait 4 weeks until the tech could come. We were living out of Ice Chests. We lost a ton of our food. I submitted for the food loss while waiting for the repairman. He came, then confirmed the compressor was bad, rescheduled to come back 4 weeks later to replace the compressor. That was the soonest he could come. Needless to say, I went and bought a new fridge during this time. I called and checked on my claim, it was denied because I submitted before the thing was fixed. The person on the phone submitted another claim for me. I called to check on my money today. Was on hold for over an hour. The jerky guy basically told me the claim was denied, why did I take so long to call in to check (was submitted 5/3 then 5/6) I explained that I thought it took 6 weeks for the check.. he continued to lecture me... he also said that I did not have a warranty any longer. I know this because I cancelled it after all of the runaround. I am still waiting on that check also.. I am frustrated to tears right now.. one of the claim numbers is 351603351604.. I would take them to small claims but it has been such a headache, I am going to just have to take the loss and NEVER USE SEARS FOR ANYTHING AGAIN... what a total headache..

I placed an online layaway order for an Nautilus E618 Performance Elliptical(Ssin:00623903000p). The order was completed over a period of around 2 months I received maybe more than 9 calls on delivery week that I would have to reschedule because sears online is waiting for the manufacturer to ship the elliptical. I got weary of waiting so I just joined a gym. I've been on the phone and sears online chat a few times a week for a refund that item is not in stock online but it was when I placed my layaway order. At the beginning tons of phone call & being rerouted by sears the representative did not know whats the correct department to process my refund. Sears online has said that my order was canceled. I checked today and my layaway is still active. I even got a letter that said it would take 7-14 days from 7/14/2019 for a refund to deposit to my account & today still no refund. I feel Sears stole my money from a product that I was promised I would have once my layaway contract was completed