Sears
Reviews and Complaints

I had a friend who had Sear home improvements come to install new windows at his home. I came by and saw the windows and was impressed.I was looking to get my windows replaced so I asked for the contact information. I made an appointment with the salesman. He used all the typical sales tricks. (I worked in the recruiting field) He built rapport well and everything. I negotiated the price and was told one price and we signed the "electronic contract" I was suppose to get a copy of the contract with in 2 days of our agreement, this would also be the last time I could change my mind and back out of the contract. I had to contact the salesman a week later and ask for the contract which i still did not get. The gentlemen who was suppose to come and measure my windows had already been out and took measurements. so there were 2 people from the company at my house. when I got the salesman on the phone he told me that there was a change in the insurance laws and I would have to come up with an additional $3500 dollars since I had to get the upgrades windows. I asked how it was my fault that the law changed and now I was liable for the new amount of money. He told me that he would talk to his boss and see what could happen. I called the boss and after 45 minutes of arguing he would only take about $1700 dollars off. We argued about how the contract was binding on both ends not just when it was convenient to them. He told me that I also had the option to cancel the contract when ever I wanted to. I told him that I was not told that nor was is it in writing anywhere and he told me that they did not have to put it in writing anywhere. I told him that I wanted a copy of my contract so I could take it to my lawyer and discuss it with him. I told him that I was going to make sure everyone knew about what they were doing. He then told me to give him a day to call "Higher" so he could fight for me before I got a lawyer. I got a call back the next day and I would not have to pay the $3500 dollars and would get the better grade windows installed. The installer was professional but tried to get me to sign the completion agreement once the 1st window was installed. Then I got many phone calls from the installer asking me to ensure I gave good reviews on the survey or it would take longer for him to get paid by sears. This is not the company that I grew up with as a kid. I am happy with the windows but could have done without all the head aches. PS I finally got a copy of the contract 3 weeks later when the install was complete.

Three generations of our family and extended families have been loyal Sears customers. My husband, son, and both daughters have every craftsman tool ever made, as did my father and father-in-law. Recently, my husband and I purchased a refrigerator, dishwasher, and stove from the Knoxville, TN Sears store. The stove had a dented panel and a missing part. Instead of going through the costly hassle of ordering parts and sending repairmen out to fix the stove, the store simply sent a new stove and took the defective one.
My daughter, Susan, bought a Bosch washer and dryer from Sears in Falls Church, Virginia, in September, 2010. The dryer drum broke one week over warranty. She notified Sears on September 14, 2011. That was almost six weeks ago. Since then there have been 4 repairmen out to attempt to repair the dryer, the last two being yesterday. My husband and I surveyed the broken drum and took pictures of the flimsy steel and shoddy workmanship. We then stayed for at least an hour while both men were there attempting to fix the dryer. We all agreed that this dryer was a lemon.
My daughter just got off the phone with a representative from corporate and got nothing but a hard time. Obviously, in these economic hard times, Sears does not feel the crunch of other businesses in the U.S., and customer satisfaction apparently is not a priority. The very least Susan should have been offered is $500 store credit toward anything. Instead, she was offered $500 credit toward another dryer from Sears. But she is limited to a Bosch since the washer has to plug into the dryer in order to work. Why would any reasonable person agree to that offer, when we have just witnessed how Sears backs its products. In addition to taking off from work to wait for the repairmen, the cost of the damaged clothing, the cost of the warranty, and the cost of the doing her laundry elsewhere, she is already out over $1000.
Once I pay off my Sears bill and use my points, we are done with Sears. The Lowes and Home Depot stores are closer, anyway. Loyalty is a two-way street.

I went to Sears Auto Center for a price quote on new tires and was quoted a price of $579. When I returned with the car for the appointment, the price had jumped to $663. I questioned the increase and was told that the original quote didn't include balancing the tires. This has the earmarks of trying to pull a fast one on the consumer.

On 10/17/2011 I received an Email add from Sears advertising on line only, a Panasonic 55 inch HDTV plasma with two pair of glasses for $1099.99. When I tried to order it online I was unable to get the $1099.99 price. Instead the price was $1299.99 with no glasses. The add also said to use a special code, "PANATV" and when entered into the order it came back with, "This code does not apply to this TV". Many, many Emails to Sears robots resulted in them finally telling me they could not find the add for the TV at $1099.99. They could not find their own add? I copied and pasted the add to one of the many Emails and so far I have heard nothing. I'm not holding my breath. Hold on, a recent response from Sears has informed me they have finally found the add and unfortunately it has expired. Looking very closely at the add I could not find an expiration date. The add is titled "Panasonic Week" so one could assume this means a week. Not so according to one of the many responding Sears' robots. It has only been five days since I received the add. I have given up and shopping elsewhere for my TV.

Purchased a kenmore elite refrigerator freezer side by side model number 795.5137. Took delivery on a wednesday. The doors were taken off for entrance into the house. Pluged it in about 3pm after putting the water line on and taking off the tons of tape used in shipping. Four hours later still as warm in the fridge as outside. Called tech service after being transferred three times to an expert on this fridge i was told i must wait 24-36 hours. I explained i had food sitting in ice chests and on my counter, he said do not put food in. I waited 24 hours and did not open the doors at all/ When i checked the fridge was still warm, the fan was blowing warm air. I called the tech service transferred three times to the EXPERT this guy had me press a few buttons and asked that i hold my phone up to a small speaker on the door. The speaker let out what sounded like a fax machine. The expert said from that sound he could tell the fridge was in fact cooling down and that the inside temperture was 74. I explained that in my house and outside the temperture was 70 so i would be better off leaving my food outside. I than was told wait a few more hours which i did. At somewhere after 11:30 pm i had had it i called again and was told to call delivery service and have the fridge exchanged. I had to wait until the morning. I called delivery service and was told i could not get a new fridge delivered for three days. I raised hell and got a next day delivery. Next day new fridge arrived at 3pm delivery guys took off doors brought it in and took the old one. I asked delivery guy if taking the doors off may have had something to do with the problem he said no way. So i hooked up the water line peeled off the tape and plugged it in. Four hours later nothing fan blowing warm air. Called tech same transfer three times finally got tech said i must wait 24 hours do not open doors. I tied a string on the handles so nobody would open this thing up. 24 hours later untied the doors expected to find a fridge waiting to cool my food and guess what yep warmer than outside, called tech service again told i should check outlet voltage which i did and it was perfect, i even ran a heavy duty extension cord to an air condition outlet in the living room and no difference. Tech said i need to schedule a repair man, was told 10/24 first available i explained to tech on phone that that is over a week away she said nothing she could do. She than said if you have medication in the fridge it will be considered an emergency. I said i do have medication in the fridge and she made the appointment for three days out. As i right this my wife is on the phone getting no where with sears. I will not be waiting for a tech i will be getting this back to sears and purchasing a reliable fridge from somewhere else. Im done with sears if i coulsd i would drive this fridge to the CEO doorstep and leave it there. I have been a liflong sears customer no more

I went to sears auto to purchase and have snow tires put on. The serviceman told me to bring in my suv and looked at the tires and advised me of both the size and cost. We agreed and I left to do some shopping being advised my vehicle would be ready by 6:00 p. M.
When I came back I found my subaru up on the lift with no tires on it at all and the service person advised me he gave the wrong price and that there would be an additional cost. I questioned how he could have me bring my vehicle in and look at the tires and then quote me the wrong price. He even went so far to write up a contract! I agreed to split the cost and he refused so I left and immediately felt my vehicle with less than 3, 000 miles on it shimmy. I had to get to the airport so I could not waste another 3 hours. I have tried numerous times to get some resolve speaking on more than one occasion with tom wojnar. Tom has offered to provide the tires at the cost originally agreed to and has, in his defense, offer me $100 for my costs and troubles. I find this insulting as I had to take my vehicle to another shop and get the tires balanced, I took four hours of vacation time that day to have the tires put on and the topper... I live in canada and my daughter was going to make a declaration so that there was not duty and taxes, approx $100, that had to be paid had the tires been installed on this date. Duty and taxes are 14 percent and I feel it is only right for sears to pick up this cost as well as the $55. For balancing and the $15. Reward I opened up a sears account to be eligible, not to mention the nine long distance phone calls. I feel insulted by the treatment received at sears and think the public should know how stupid the auto person serviceman was not to even see the tire size when the vehicle was brought in. Also, he said it was a good thing I told him I wanted to keep the original tires as he was going to dispose of them. The odometer reading on my contract states, 2539 miles... It makes me wonder what he would have done with the tires!

I have been a loyal customer of Sears for a number of years. During this time, I have bought many appliances spending upon thousands of dollars. I have made repair appointments and had purchases repaired with no problem in the past. This time is a different story. The associate, Clark, wanted to outright argue with me and try to make me understand that the problem was my fault. What I find funny about this is that it wasn't even 2 weeks ago the repair company came out and supposively fixed the proble in which I am still encountering. I will now think twice before buying any appliance from Sears again along with buying the master protection agreement. Thanks for such an incredible experience with the absolute superb customer service...NOT!

I placed an order totaling $219.37 from Sears.com on 10/07/2011 via PayPal. My bank account was charged that amount but some of the merchandise was cancelled for delivery by Sears. I should have been refunded the remaining balance. Instead Sears put in another transaction to my bank account for $83.83, the amount of the available merchandise. Then yet another transaction is pending for $28.98, also from Sears. They tried to charge another $106.00 to my account but PayPal finally had the sense to decline payment. I received a portion of my original order today. The slip shows $83.83 worth of merchandise. The rest of the order was cancelled by Sears. They claimed part of the order was declined due to "credit"; which makes no sense, there was only one order. As of today, my account has been charged $303.20 for $83.83 worth of merchandise. I have not gotten a satisfactory answer from Sears. They claim the total charge will be $83.83 and I will be refunded the original order amount of $219.37 yet there is still another charge pending against my checking account for $28.98. This new charge will be processed on Tuesday 10/11/2011 and will bring the total amount charged to my account to $332.18. Sears has accessed my checking account via PayPal for a total of three (3) occasions for a single purchase that was paid in full at the time of the order.

I bought a Sears Kenmore washer, and purchased the extended warranty. I have has to have Sears out on eight seperate occassions. On six of these service calls, the machine caused water damage to my basement. This resulted in huge repair costs for the basement. i have 6 children, one with a severe medical condition. I am sure everyone knows the danger of mold in a house. I have had the seal replaced three times and the motor replaced twice. The technicians never put the service cover on after they are done, leaving electrical wires exposed! what happens when you call Sears, NOTHING! They connect you to everyone that can't make a decision, then tell you that they wont replace the defective machine. A satisfactionj supervisor, Judt Swinning, told me, "iIt is not unreasonable for the machine to need service three times in a year." I asked her if it's unreasonable that the machine floods my basement and causes damage and she says, "that's not unreasonable." You must be kidding me! They tell you to contact Sedgwick for insurance purposes, but they don't pay for anything. They are pathetic to deal with! I have explained the damage that their machine has caused and they just try to pass the buck. They send incompetant technicians to fix it and then leave without finishing the job. I was a long time loyal Sears customer, but will never set foot in their store again!

Ref to sears canada kenmore elite model no 970 6984 (Electrolux is maker) - oven elements have stopped working - did some research and found that the controller, electronic es585 part no [protected] is the problem - took a look at the board and noted that the wires connecting to the board have melted and part of the board is as well melted - sears advises since the warranty expired they are not responsible and that I could arrange for a tech to change the board. That this is a fire hazard and a danger to operate does not seem to concern sears. This is a top of the line model convection that cost 1500.00 and now will cost another 450.00 + to be put back into working order.. Have not spoken to electrolux yet - all appliances in our home purchased from sears - also just changed the pump on my washer for the 3rd time in 4 years - sears also took no responsibility - the quality of sears is no longer...

I have a Kenmore water heater that runs out of hot water. I had a plumber out to look at it, and he found out that a part is bad. He was able to set a half hour window and be here within that window.

Since my water heater is still under warranty, he called Sears to get the part. Sears repeatedly tried to sell him the part, and then stated that if the part is to be replaced under warranty, a Sears technician must come out to look at the unit.

I had a service call scheduled for today, with the technician being here sometime between 8am and 5pm. I took the day off of work so I could be here for him. 5pm came and went, and I had heard nothing from Sears or seen this service technician. I called the customer service hotline, and was told my appointment was marked as needing to be rescheduled - could they not have called me to let me know? The customer service representative then told me there would be a $60 trip charge. The time I took off of work today would have paid for that.

I have an appointment set up with them tomorrow, but I am not hopeful they will show up then either.

This will definitely be the last Sears/Kenmore product I buy.

I bought an LG Fridge, stove, washer & dryer from Sears in September of 2010. The Fridge is a French Door Model. The doors on that fridge have always been very hard to close and if you don't slam them hard enough they stay open, the fridge heats up and you have to unplug it and wait for 1/2 an hour and plug it in again to start it. Now one of the doors is hard to open a well.
I had that fridge about a week and went back to the North Edmonton Sears Skyview Home Store and told them I wasn't happy and would like an exchange. The salesman I spoke to told me it would cost me too much to return it and that I should advertise it on Kijiji. I kept the fridge and have had the Sears repairman out seven times to look at it. I have spoken to Sears service department and NO one will exchange this fridge for me. Now a year has passed and a part fell off the door, they did replace the part but the doors still don't close properly and makes a grating sound when closing. Once again I asked to send this fridge back - I am more than willing to pay for the use I got out of it. No one will do one damn thing. The service man even wrote on the repair order "inspected unit, unable to determine and remove noise" "door has a closure on top and on the bottom which require force to close every time". The last rude little repairman that Sears sent out smeared vaseline all over the gaskets in the fridge to stop the noise (it didn't work) but I now have a fridge with dirty greasy vaseline on the gaskets and I'm sure that any germs that can, will stick to that vaseline. I tried calling LG Canada and was told that Sears "takes ownership of any problems with their appliances when they sell LG appliances and to deal with Sears". On one of the work orders I got it looks like they value the cost of having a repairman out at $89. (I have my warranty so I am now having a repairman out to clean the vaseline off the inside of my fridge.) Lets see $89. times 8 visits, That's $712 so far and there is still warranty on that fridge until September of 2013. I only paid $1399 less a $200 instant rebate for a balance of $1199 for that fridge. Seems they would have done much better to exchange it, but who am I to contradict their corporate wisdom. I will never buy from Sears again but in the meantime . . . .

Can't Make this up. Here is a recent letter to Sears. By the way I was telling Sears.com folks just today that my job is to select and purchase and there job is to coordinate, deliever and install. Instead they have exposed me to their inner workings which any well oiled online store would shutter at. Through all this I have remained calm and polite (Never Screaming) but Seriously I though my job was to pay and wait for my product...The letter goes like this

Dear XXXX (or whomever receives this e-mail first),

My husband and I purchased a refrigerator, washer and dryer last month from Sears. It was a true fiasco just receiving the washer and the refrigerator (which we now possess) but the story of the dryer is incredible. I wouldn't believe it if it didn't happen to me first-hand.

We have had somewhere in the vicinity of 5 "attempts" at delivering our appliances. Each time the attempt was made, the dryer was nowhere to be found. We know, for a fact, that the dryer has been sitting in a Sears warehouse since the 24th of August and here it is, the 19th of September and we still have not seen it. There was a delivery last week, a delivery on Sunday the 18th (yesterday) and a scheduled delivery that never occurred for this morning from between 7 and 9 a.m. They were a no-show. If I hadn't already received the washer that matches the dryer, I would cancel the order and NEVER order another thing from Sears! Really, is this the way your company wants to do business? Nobody wants to take responsibility for what we've been through, but more importantly, nobody seems to want to make it right in any way. My husband and I have logged somewhere in the vicinity of 15 hours on the phone with "customer service" -- being passed around from one extension to another only to be given a date and time that never materializes our dryer. We have also both taken time off work to be home for a delivery that doesn't happen.

My question is simple: can you help?

The switches on my Sears 'Kenmore' Cooktop (C970-400392) are faulty. Some burners remain 'on' even though they have been switched 'off'. The cook top is three years old but this sort of fault is a fire hazard. I have to turn off the breaker switch when not in use.

I went to Sears to find a refrigerator that they had in stock. I informed the salesman my concern for a specific delivery date. He assured me that he had verified the item was in stock and the delivery date was fine. The evening before the delivery date, I received an automated machine that called me to tell me the delivery window would be between 2:15 and 4:15 the following day.

I arrived at the delivery location around 2PM. When no truck showed up by 4:45, I called Sears’ delivery call center. I was told the driver would call me shortly to let me know what the new estimated arrival time will be. At 5:15, I called again to find out when I would be getting that phone call from the driver. I was told that the dispatcher would call me within 15 minutes.

Thirty minutes later (5:45), I called the service center again, and asked to talk to a manager. I was put on hold for over five minutes. The service person came back on the line to tell me the manager was on the line and he would transfer me. Five minutes of being on hold again, the phone call was disconnected. Shortly after 6PM, I called again and asked for a manager. I was immediately hung up on. I called back right away. I was put on an indefinite hold (17 minutes).

At 6:30, I called again. I asked the service person to not put me on hold. They said they understood my concern. Nonetheless, they put me on hold. Five minutes later, I was still on hold.

I called back at 6:42, talked to another service person. That person agreed to not put me on hold for more than five minutes. They came back on the call two minutes later and asked for a couple more minutes. I agreed. Four minutes later, they came back on the phone and informed me the following: The truck was heading back to the warehouse (about five minutes from the warehouse) to move the item to another truck and they would be heading to the delivery location in about 30 minutes. I was to expect the truck between 7:30 and 7:45.

At 8PM, I called back again. At that call, I was told the item was not being delivered until some unknown future date. The warehouse was closed and nobody was there to talk to. The Sears person I was speaking to would not make any promises to me of any kind of future date.

I should point out, that at no time, was I ever called by anyone beyond the first automated call the evening before. All promised calls never occurred. No delivery promises were fulfilled.

Order from Sears.com is a joke !

Complaint Rating:

Company information:
Sears.com
Richmond, Virginia
United States

This chat tells it all:

Lan: hello

Lan: I ordered a GPS for my trip

Lan: 21 days passed

Lan: still don't get my order

Shania: Hi, my name is Shania, and it's my pleasure to assist you today as your Personal Shopper. May I have your name please?

Lan: my name is Lan

Shania: Good Afternoon. Thank you for choosing Sears.com.

Lan: can I cancel my order ?

Shania: I will be glad to assist you with the information regarding cancellation.

Shania: I am sorry to hear that you want to cancel the order.

Lan: yes, how come it takes them 21 days to fill the order ?

Shania: Lan may I have the order number?

Lan: [protected]

Lan: thank you

Shania: Thank you.

Shania: I am sorry to inform that I am not able to cancel the order, as it is the third party merchant item.

Shania: I request you to contact the vendor for information.

Lan: OMG, I ordered it from Sears.com

Lan: I don't even know "the OTHER vendor "

Shania: Yes you ordered it from sears, however it was sold by the vendor, for vendor information please check your order confirmation email.

Lan: I clicked the vendor information, it direct me to "Sears.com"

Lan: http://www.sears.com/shc/s/search_10153_12605?keyword=&sellerId=7882&autoRedirect=false&mktPlaceInd=FBM&popup=CONTACT&rioptype=SRS&sid=IExTransSearsOrderConf&eml=

Shania: I have not received a response yet. Would you like to continue chatting with me, Lan ?

Shania: I see takes us to the ElectroBrands page. ElectroBrandsis the vendor.

Lan: Well, how do I know that I ordered from the other vendor if it was from Sears.com ? you know the reason I have this order because your store name !

Shania: I understand your concern, please contact the vendor for cancellation. I wish to cancel the order however I am not authorized to do so. I am really very sorry.

Lan: I really am sorry too, next time put someone in your website, please have headline: WE HAVE NOTHING TO DO WITH YOU and signed: SEARS.COM

Shania: I understand how this situation would be frustrating for you...

Shania: I apologize for the trouble this has caused you.

Lan: not your fault that the Sears.com mixed up, no way in my email indicated any contact number for that store except the link to SEARS.COM, may I have their information ?

Shania: You can contact them at [protected].

Shania: Is there anything else I can assist you with today?

Lan: thank you for your time and Sears should know this is the last time I visit their site ! a customer for the last 20 years !

This is an email sent to me from Sears.com regard my order:

NOTE: signed by Imran Jooma
Senior Vice President, e-Commerce
[protected]@customerservice.sears.com

Dear Lan,

Thank you for placing your order with Sears! Your order confirmation number is [protected]. We are processing your order right now and will notify you as your items are ready.

Orders with multiple items may ship separately, in which case we will send you a ship confirmation as your item(s) leave the warehouse to keep you updated on the status of your order.

For the items you ordered for store pickup we will send you separate notification for each store location you are ordering from as your items are ready to be picked up.

If you have ordered item (s) that requires delivery, you will receive a separate notification when your items are going to be delivered.

Thank you again for shopping with us!

Sincerely,
Imran Jooma
Senior Vice President, e-Commerce
[protected]@customerservice.sears.com

Unbelievable !

On September 3, I travelled for over an hour to purchase a tractor at the Cupey, Puerto Rico store. No one helped us to clarify doubts. When we finally decide to purchase the tractor the store's communication or online service was unavailable, we waited for a couple of hours to see if the system would return, without any luck. After 4 hours waiting at the store, they decided to reserve the item until Monday, September 5, since this was a holiday weekend (Labor Day). During our wait, we asked several times for the manager, who never showed up. We asked what was wrong with the system, the Store Rep said that the manager was trying to find out but he never came back with any information. So they reserved the tractor and took our personal information in order to contact us the next day, IF the system returned, and we were informed that there was a sale/promo during the Labor Day weekend, no interest for 12 months, and/or an additional 5% off the purchase. On Sunday, September 4, I called the store around noon (since they never called us) and they confirmed that the system was back online. So again, we asked a friend to lend us his pickup truck, filled the tank, paid all the tolls and after an hour we arrived to the Cupey Store. Everything was fine, until we were ready to make the payment...when the system was offline again. After about an hour of waiting (by the way the manager "left" to check what was going on with the system and did not returned), I decided to call the customer service number on the back of my sears card, there I spoke with Amanda and explained the whole ordeal we were going through for the past two days...which were: 1-The store reps were in a bad mood, we were told we either buy the item cash or leave because the system was offline. 2-The manager was always out of the store "checking" what happened to the system, and returned to answers our questions after hours, only to say he would go "again" to check what was wrong, but never came with an answer. At one point we tried to talk to him, but he was disrespectful, mean, and not in the mood to speak with us, or anyone else. 3- The system finally came back after 4pm on Sunday, we began our transaction and I requested the 12 month promo, the sales rep said it did not apply, therefore I requested the 5%, she also insisted it did not apply to our purchase, so I asked her to check, and the sales rep next to her said that the 5% did apply on purchases over $300. They began to argue in front of us because they "understood" different things. The rep finally called the store Manager Angel Bermudez, who never answered, so she contacted the manager's assistant Pedro Santiago, and he clarified that the 5% did apply. 4-During Labor Day weekend, there was only one employee working at the Delivery Area, although the store was full. 5-We couldn't take the tractor because NO ONE knew where the key was, after a while they just took the key off another tractor that was at the delivery area, waiting for someone else to pick it up.
I've been a client for over 20 years, and in that time I have never been through a situation like this. Unfortunately, the people that work at the Cupey Store, in Puerto Rico does not care if they make a sale or not, if the client is satisfied, they are not customer service oriented. In various occasions they told us to go home and come back later, they were not concerned that we live over an hour away from the store, no one bothered to call and let us know the system was back online, etc. etc. etc. I hope someone addresses this issue, because I am certain that this is not the first time this happens, I wasn't the only client not satisfied with the way we were treated, however, I doubt that anyone else will make a formal complaint. Please, feel free to contact me for more details.

Executive complaint department:
I have been trying to file a complaint with Sears’s home delivery and service department now going on the better part of a month and a half. I had a warranty on a treadmill purchased through Sears back in 2005. When it finally came time that the treadmill needed to be replaced a service tech was sent out to my home three times. It was on the third time that the treadmill was finally deemed non replaceable. I was given store credit and went to purchase another model. I did so and was told I had to wait a week and a half for the delivery. The treadmill was delivered and was poorly set up. The frame was not tight and the belt was completely loose and the service men did not test the treadmill before leaving. So I went back to the store and had a 2 hour conversation with a sales rep that could not get a manager to respond and so the resolution was "we will send out another treadmill". They did send out another treadmill and yet again the same issue. The belt was off centered. So I have been calling and have spoken with Jason unit#24201 who advised me that my first complaint was not addressed yet from the first delivery. He was of no assistance and proceeded to hang up on us after refusing to escalate the call to a higher division. I then went into the North Attleboro MA store and spoke with the Store General Manager Judith Gaulin, who advised me that there was nothing that Sears could do for me and that they had done their due diligence by upholding their warranty. I explained that I could see this to be true if I was in fact a working treadmill that was delivered to me in place of the original one but it was not. So after leaving the store with zero satisfaction and no resolution I called and spoke with Mark unit# 82015 who attempted to call NordicTrack and he explained to me that when he identified himself he was disconnected. He then transferred me to Customer Solutions where is spoke with Milan unit#9911. She made attempts at resolving my issue but again was unable to come to a solution other than calling Nordic Track herself. I explained to her that I have already done this and am waiting for them to call me back to come and service the brand new treadmill. So at this point in time my complaint basically is how disgusted I am with the lack of customer service over the phone, in the store, and with the delivery and service departments. Sears sent me a broken product two times and refuses to take responsibility for this. I have spent 6 days over the course of a month and a half waiting for both a tech or home delivery person and countless hours on the phone with representatives to get a resolution. Today is September 10th and I am without a functional treadmill and have yet to get a resolution. I would like to be contacted immediately.

Below is the following time like with receipt information regarding service and delivery:

Sears # 0007670 on July 22, 2011 Tech ID: 0614487 Service order [protected] came to my house to service the old treadmill. A part was ordered. Nothing was done to the treadmill.

Sears came out again 2 weeks later to install the part. Was not given a receipt.

Sears# 0007670 on Aug 23, 2011 Tech ID# 0614487 Service order [protected] came to my home and realized after placing calls to other techs that the treadmill needed to be replaced.

On August 24, 2011 I went into the store with the credit and purchased a new treadmill. To be delivered to my house on 09/02/11.

On 09/02/2011 Sears home delivery came and delivered and assembled my new treadmill. They did no test the treadmill prior to leaving my home. After the left my house I went to run on it and realized the frame was not fastened correctly and the belt was completely off centered. I called back Sears immediately to have them send back the delivery men and they could not do that. They said they would send out the home delivery guys again the next day!

On 09/03/2011 Sears came back out. They looked at the belt and deemed the treadmill defective. They set up to have another treadmill delivered on 09/09/2011.

On 09/09/2011 Sears came at 5:20pm and took apart the week old broken treadmill and assembled the new treadmill. The same issue with the belt occurred. It was off centered. They clearly stated that they cannot fix the issue. And they left.
On 09/10/2001 I have spoken with Mark Unit# 82015, Jason Unit#24201, Milan Unit# 9911 given a reference # 730670 and have gotten no resolution.
I will never shop at Sears again. I have done everything in my power to ensure that none of my clients, friends or family shop here. I have told everyone and anyone about my experience with Sears. I have also filed a complaint with the BBB. The simple fact that I cannot get anyone to take ownership of the issue and come to a resolution baffles me. So today 09/10/2011 I still have a broken treadmill in my home.