Sears review: Replacement parts 479

I bought two pair of glasses @ sears. One of them was Ray Ban sunglasses an the other were transition glasses. They were just a little over a year old and they started showing signs of a cloudy spot starting up from the bottem. I took them back any told me because they were over a year old they would not replace them. They cost 200 bucks (really they only cost sears 40 bucks or so to make them) They really are not to smart because i won’t go back an buy anything @sears now. So buyers beware. Just buy your glasses somewhere u can trust.

Let us know when you find a place that will sell you glasses for close to what they cost to make, and that will replace them after a year, without charging you extra up front for any extended warranty plan.

We have suffered very disappointing service from Sears Appliance Repair and Sears Customer Service around the same issue – a dishwasher for which we had purchased extended service. To begin the Maytag dishwasher itself had many repair issues. On three occasions Sears ordered the wrong part, on three occasions the repair was not done correctly and service had to come out again, and we, of course, had to stay home to be there.

Most frustrating has been since we began speaking to Sears Corporate Customer Service about the last repair, which is still incomplete, leaving our dishwasher inoperable. They have been stringing us along since last May around ordering the part that is required. I have spent countless hours on the phone with customer service staff, front line and supervisors, all of whom said that they were attempting to resolve the issues – that the part was on order, or the wrong part was shipped and the right part was now on order and so on. Since the last time I contacted Sears customer service by email they have not responded at all.

In the past we had purchased all our appliances for our home and some rental properties, from Sears. We will no longer be dealing with Sears – we have had far superior service from community based retailers and repair people. We bought a washer on 11/10/10 had it installed on 11/22/10 it broke on 12/ 7 /11 they wont honor the warranty even though its only two weeks out the worst part is this is a vacation home and the washer was only used twelve times, and the service dept. refused to talk to me unless i signed an extended warranty.

I am a contractor and always handle a warranty thats even a month out this guy was so rude that we are remodeling our kitchen with all new appliances i can guarantee none will be Maytag or come from sears.

Sears was once a great company, but they have forgotten how to create customer loyalty. It is no wonder they merged with K-Mart. If they do not start honoring their customer, they will cease to exist in the very near future.

Sears maintenance/repair and customer service, or lack thereof, is absolutely the worst we have ever encountered! The customer service representatives and supervisors have zero emotional intelligence, no empathy, and are not problem-resolution oriented! Frankly, I have no idea how or why sears is still in business in this tough and competive economy when companies like best buy, home depot, and lowe's are superior when it comes to their products, repair, warranty, and most of all doing what is right for the customer! We will certainly not do business with sears ever again, and word of mouth can be a devastating marketing tool, especially with the internet at everyone's fingertips!

On wednesday, april 4, 2017 I called sears to schedule a repair for my samsung front loading washer because when the cycle finished, smoked poured out of the machine when I opened the door. It is under warranty until november 2017. I was informed that a technician could not come out until monday, april 9, 2017.

When the technician came out, he was unable to repair the machine and said parts would need to be ordered. It would take 5-7 business days for the parts to come in, and then we would need to call and schedule an appointment for the technician to come out.

My family of four has now been without a washer for 6 days, and waiting another week or longer is absolutely unacceptable for a machine that is still under warranty. My husband called the customer service line and escalated. We were told the parts would be expedited, should arrive by wednesday, april 11, 2017, and a technician would be able to come our thursday, april 12, 2017 to repair the machine. Wednesday arrives and only one of the two parts necessary is delivered.

My husband calls and escalates the situation again only to be told there is nothing they can do. Eventually, the representative says the only thing they can do is reimburse us $25.00 a week for laundry expenses.

The second part arrives on tuesday, april 17, 2017 and we schedule the technician to come out friday, april 20, 2017 to install the new parts on a machine. Friday morning we get a call that the technician cannot come out and the appointment is rescheduled for tuesday, april 24, 2017.

If the technician does come out on the day scheduled, and if he does repair the machine, it is still 20 days without a washer. A washer that is under warranty! I can only imagine how long it would take to resolve this if there was no warranty!

There was always one thing that I could count on in my wallet and that was my Sears Charge Card. I always paid my bills with Sears on time and never late. After having the card over 12 years, they inform me that they deactivated my account due to inactivity. The past couple of years, I have not used it a lot, and none of my appliances were malfunctioning so there was no need to use it. I would have used the card eventually. Why would they just leave it alone? Then why did I not buy clothes or something else you ask? Because everything else at Sears, in my opionion has an air of being old fashioned. If you go from dept to dept., look closely at appearance, style, and customer service. They are anaquated. There isn't any WOW factor in any of their departments. Appliances is the exception in their portfolio. For two many years, their stockholders sit on their a-- and what their business crumbles away to the competition. They relied on Sear's "good name" for way to long, and it will cost jobs and customers, esp. by cancelling credit cards on thousands of customers. They sat up in ivory towers and they lost the pulse of their customers, thus loosing their way. Hope they loose their a--. I'm going to end this message, like I started. There was always one thing that I could count on in my wallet and that was Sears. Today, I will drink a glass of wine and lick my wounds. Tomorrow they will be forgotten...

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

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

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

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

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

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

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

A week delay in service is not abnormal. Get the part names and numbers and check Ebay. The distributors the service companies use are not necessarily efficient. After doing the Ebay research, contact Samsung support directly to see if the story of parts availability is the same. Then you have facts to discuss with Sears if necessary. Also, the $25 accommodation is also normal. Only refrigerator cooling issues get priority service.

I have been going back and forth trying to get a refund back on my credit card. The order number is ********. I have spoken with a manager at the Mesquite Tx store named Jen who said she would call me back and I have never heard from her. I have been going back and forth since 12/21/11 on getting my refund. All I have been getting is the run around. I am extremely disappointed with Sears customer service and willingness to issue my refund for merchandise I have not received. At this point I am tired and frustrated because I am receiving horrible service.

Contacted 1-800-4-myhome to order sevice on my Kenmore dishwasher that I purchased at Sears. (all of my appliances were purchased at Sears). I was given a time for the next day for service between the hours of 8am to 5pm. I was also told I would receive a call and email confirming my appointment.

So, I took off work the next day to wait on the repairman. By 11am I had not received a call or email so I call the 1-800 number again. I was then told that the service was scheduled for NEXT Friday! Not today! I am very upset because I took off work for this appointment and Cannot take off again with the possibility that the repairman will not show again! I was good enough to give thousands of dollars to Sears for my appliances but not good enough to talk to a person or get service for my appliance!.. I will be contacting the BBB for your poor costumer service and not standing behind your products! I will never buy another thing from Sears, much less the extended warranties purchased!

Shop your way rewards plan does not provide for people who change their computer address.
Old information: member # [protected] - 1483 points as of 07/09/12 : $1.48 value old address was 765 san sebastian place, mh. I have no password, no secret security questions. Former computer address: pat_alligood@msn.com and gramma@verizon.net
No one will help. This is the 3rd form I have filled out. I keep getting the message that the confirmation code information is old.
Your form says there are no incorrect spelt words. Interesting. This should read spelled not spelt.

Good evening,
I purchased two wedding bands and engagement ring from this location (Sears at South-land Mall of Memphis, TN). Further, I requested this store to size the rings. However, when I call the store to check to see if the rings had been sized the first sales rep. was rude stating, "if they haven't called me yet that means the rings have not been sized yet". Then she told me to hold on but she hung the telephone up in my face. I called back and ask to speak with the manager over the jewelry department and she stated, "I am the manager". Then, I asked her who was the manager over the store and she stated she did not know. I always shop at this store for merchandise and takes sears portraits. I feel as if the sales manager over the jewelery department failed to know that most customers knows their rights. However, I will be taking my business somewhere else and will tell others not to shop at this location. With the economy the way that it is no one wants to spend their money and be treated rudely. Please inform me or advise me on what the next step that I need to take.

Gwendolyn Moore

Okay, I don't work for Sears, but I work for a similar retailer. Our jewelry department immediately calls when the rings we have sized come in. Perhaps, you were being a bit sensitive about a sales rep telling you that if you had not received a phone call, then it must mean they aren't quite in yet? I also highly doubt she hung up the phone in your face. She probably fully intended to put you on hold, but hit the release button instead. Retailers have multiple line phones and it happens once in a while. Personally, I'd wait for the rings to come in. I know where I work it takes about 6 weeks for them to be sized, so be patient. Also, what customer rights are you referring to?

Needed repair on lawn tractor that was under protection plan. My husband did not remember we had the plan and was not asked at the local store. We ordered the part, and waited. Got the tracking number for UPS and then found the part had been delivered to the wrong address, UPS wanted Sears to do the trace so called Sears after I got a call trying to get me to renew my protection plan for another item I had gotten as Sears. This is when I was reminded that the service plan on the lawn tractor would be up next year. So after five weeks of no service on the lawn tractor, no refund on the part, and 8 phone calls, I am now so mad I don't which way to go. I just returned from the store where the purchase was made, took them the part, and asked for my money back, and I still have to wait! this isn't the first time I have had this happen, but I guarantee you it will be the last!

Here are the emails and the exec phone for the big wigs at Sears! let them know how you feel over and over...maybe they will realize they have a problem?

Louis J. D'Ambrosio, CEO/ President ld’ambrosio@searshc.com
Ronald D. Boire, Exec VP, rboire@searshc.com
Robert A. Schriesheim, EVO/CFO rschriesheim@searshc.com
Dane A. Drobny, VP/General Counsel ddrobny@searshc.com
Steve Haber, SVP Pres. Home Appliances shaber@searshc.com
Bruce Johnson, Exec VP bjohnson@searshc.com
William K. Phelan, Vice President, Finance wphelan@searshc.com
Robert A. Riecker, Vice President, rriecker@searshc.com

Sears Executive OfficeTelephone [protected]

I recently placed an order with Sear.com (first time) last week (November 5, 2017). Received an email (11/6/2017) saying that my item was shipped to the store I selected and to wait for a "pick-up" email. I have not received that email as of today for me to pick up my item. However, I checked the tracking on the item and it shows it was delivered on 11/9/12 at 10:45am inside the store and signed by the name Smith. So, I decided to call the support center to question why I had not received an email stating to pick up my merchandise and where it was. The representative stated that, "it looks like your order is still in processing and has not been shipped yet". I said that can't be, 1.) Because I have a confirmation email saying it was shipped and 2.) I have the tracking number and based on the tracking it says that my merchandise was already delivered to the store. She then check as again, calls the store, and tells me "Oh, I called the store and they said that it is on the truck, however they have not unloaded the truck but someone will give you a call after 12 noon when it is ready for pick up".

I wait and wait. 9 pm comes around and still no phone call. I call the support center again and am given an entirely different story by a different representative.. They call the store and they can't find my merchandise and I say, "it was signed by someone named Smith, whose name is Smith?" The manager then tells me no one is here by that name and I am the person that signs for merchandise.

Called the 1-800 number and speak with another representative and the most help I got was to tell me the information that I already have, information about my tracking and when it was supposedly shipped to Sears (Westwood mall, Houston TX location). As of this writing (11/13/12, 9:21am) I still do not know where my merchandise is and have not been contacted by anyone regarding this matter. This was my first and last experience ordering and or shopping with Sears. Needless to say this is a Christmas gift for my sister.

I agree with this complaint. I recently placed an order with Sear.com (first time) last week (November 5, 2017). Received an email (11/6/2017) saying that my item was shipped to the store I selected and to wait for a "pick-up" email. I have not received that email as of today for me to pick up my item. However, I checked the tracking on the item and it shows it was delivered on 11/9/12 at 10:45am inside the store and signed by the name Smith. So, I decided to call the support center to question why I had not received an email stating to pick up my merchandise and where it was. The representative stated that, "it looks like your order is still in processing and has not been shipped yet". I said that can't be, 1.) Because I have a confirmation email saying it was shipped and 2.) I have the tracking number and based on the tracking it says that my merchandise was already delivered to the store. She then checks again, calls the store, and tells me "Oh, I called the store and they said that it is on the truck, however they have not unloaded the truck but someonee will give you a call after 12 noon when it is ready for pick up". I wait and wait. 9 pm comes around and still no phone call. I call the support center again and am given an entirely different story by a different representative.. They call the store and they can't find my merchandise and I say, "it was signed by someonee named Smith, whose name is Smith?" The manager then tells me no one is here by that name and I am the person that signs for merchandise. The manager said she would have someone try to find it, didn't ask for a phone number, my name or any information. Called the 1-800 number and speak with another representative and the most help I got was to tell me the information that I already have, information about my tracking and when it was supposedly shipped to Sears (Westwood mall, Houston TX location). As of this writing (11/13/12, 9:21am) I still do not know where my merchandise is and have not been contacted by anyone regarding this matter. This was my first and last experience ordering and or shopping with Sears.

Judge from yourself of their online pricing tactics and beware shopping where America USED TO SHOP.
Please wait for a Sears Customer Service Representative to respond. This chat may be monitored or recorded for quality assurance purposes. Thank you for holding.
Hi, my name is Russell, and it is my pleasure to assist you today. May I have your name?
you: Hi, I'm Michael
Russell: I see you have placed an order with us. While I am pulling it up, please tell me how can I help?
you: I just placed an order. The items were supposed to be 9.44 each but ended up being 13.49 each in the shopping cart. I went ahead and placed the order but need a price adjustment.
Russell: Good Morning, Michael.
Russell: I am sorry to hear that you faced a trouble while placing the order.
Russell: I will be glad to help you with the item price details.
Russell: Michael, just to confirm you have placed the order for the "Processing 20in Shimmering Snowflake with Cool White and Blue LED Lights" on 12/07/2017, am I correct?
you: Item page shows Reg Price 24.99, Savings down to $14.99 but a red NOW price of 9.44 with Savings applied in cart. However, it calculates to a total of 107.92 divided by 8 and thats 13.49 each not 9.44 each!
you: Yes
Russell: Thank you for confirming the item, Michael.
Russell: Please allow me a moment to check the information for you.
Russell: Thank you for being on hold.
Russell: I appreciate your patience.
you: Oh and this is just great. The confirmation email shows 8 of these at $119.92! That's 14.99 each! This is before applying any Shop My Way Rewards and taxes. This is crazy.
Russell: I will provide you the sales adjustment of $32.40 and it will be refunded to your account within 3-5 business days.
you: 32.40 off what price. And why does it take 3-5 days when I just placed the order. The website advertises one price but charges another cost. Then emails yet another cost. Sears is certainly broken.
Russell: I apologize for the trouble your have faced.
Russell: I will provide the sales adjustment of $32.40 for the order value of $107.92.
Russell: I will assure you that the amount will be refunded to your account within 3-5 business days.
you: So what about the email saying it was a higher cost? But WHY do I have to wait 3-5 business days while interest accrues?
Russell: Once we issue the refund, the refund will reflect in your account maximum time frame of 3-5 business days.
Russell: Is there anything else I can assist you with today?
you: Pass this exchange to the highest person you can. I'm going to post this everywhere on the web I can to get the word out. I certainly will advise everyone that Sears plays games with pricing then makes you wait while interest accrues for their own "mistakes". This will be where America USED to shop. I'm going to have to shop elsewhere.
Russell: I'm sorry for any inconvenience this matter may have caused you.
Russell: I see that there is pricing error and I will escalate this to our concern team and it will be rectified within 24-48 hours.

I bought a side by side Kenmore fridge/freezer from Sears in 2017. And "bought" into the Extended Protection & Repair Agreement... which was my first big mistake. May I tell you from my personal experience that Sears is NOT anything they were in the eyes of our parents. A good, customer service company that "cared". My fridge veggie boxes started to freeze up, so I had a repair call out, that was at the end of Nov 2017. Jan 2, they are still arguing that it could be repaired (I have had 6 separate technician visits & the problem remained), so now they are stepping up to the plate under the "No Lemon" clause. But wait, my fridge was purchased in 2017, disregard the fact that I have paid for extended warranty since day one... so I will now be offered a buyout price based on the age of my fridge... and that this will be a CREDIT at my Sears store to go and buy a replacement. Yes, I will have to add more money to the credit to replace my fridge/freezer.
BUYER BEWARE: Save your money on the extended warranty. Put it into a savings account to buy a new fridge/freezer because when it comes to a buyout, you are the one who will be out of pocket and spending hours of volatile discussions with Sears personnel.

Sears kenmore elite oasis washer rusting and paint chipping into clothes! Sears does not care about their customers! Never buying from them again. Seriously you would think after spending $1000 on an appliance it should at least last a few years! Thanks for the offer of 25% of a new washer but really would rather pay full price at another store!

On January 5, 2017 Sears had a blowout sale on lawnmowers. Lawnmowers valued up to $380 on sale for $99. I was the very first one at the sales counter and told the salesperson I was here to purchase a lawnmower that's on sale and that I wanted a self-propelled one. The picture of the one on the flyer was selling on their website for $349.99. The salesperson told me that the lawnmowers were all "there", signaling to a section of the store. I went over and started looking at the lawnmowers. I noticed that there were 2 lawnmowers like the one pictured on the ad. Seeing the salesman wasn't approaching me I went back to him, leaving the lawnmower section, and again mentioned that I was here to purchase one. At this particular time people were starting to arrive in the section and surrounding the lawnmowers. The salesman said I had to wait for him to find out how many mowers he had in stock. I mentioned to him that I wanted to make sure that I was the first person to pick one and he assured me I was.

At this point people were starting to hold on to some mowers. Another salesperson even told me that if I wanted one that I should go over and put my hands on one to reserve it. I told her that I shouldn't have to because I was the first in line. Also, if I did that it would mean causing a scene since all the lawnmowers had someones hands on them.

Enter the "Manager" to handle traffic. He was told by the original salesperson I first saw that I was the first one to arrive and that he had to check how many mowers he had in stock. He came back later to say that the only self-propelled mowers he had were the 2 that were already on the floor. I told him and the manager that I should be getting one of them, since I was first. The manager said that he couldn't do anything about it because people had put their hands on them. I told him that he should and that it is his job to then deal with the irate customer. He told me to give him my name and phone number and that someone would call me back and that they would "take care" of me. And so I left, empty handed, after being the first in line.

When someone called me back they said that unfortunately there was nothing they could do about the whole situation and that for the inconvenience they were offering me a $50 gift certificate. I told her that was unacceptable since I was supposed to get what would have amounted to $250 off a mower, remember the one I wanted (which appeared on the flyer and they had 2 on the floor) was selling at $350. I asked to speak to her manager and she said he would call me back.

When the manager ( not even the one that was at the store that day) called me back he offered me a $100 gift certificate. I told him as well that was unacceptable.

I even spoke to a few people at the "corporate" office and let me tell you they weren't any better at handling the situation. One even said to me "Who's fault do you think it is that you left empty handed". I spoke to people all the way up to the "floor supervisors" in charge of the corporate office call-centre, however they could only offer me a $250 lawnmower at $99. You guessed it, unacceptable.

So that's where I'm at now in this whole mess. Even the Sears corporate office won't correct the original mistake.

By the way, in case you're wondering, I have names, times and dates to back up my dealings with them.

Anybody out there care?

Purchased tires last August at Sears and used their 6 month no interest program with my Sears card. Rules were that you had to make minimum payments for 6 months in order to not pay interest. I never received any statements from Sears until December 4th, which was a collections notice. When I contacted Sears, they said that statements were sent to an old email address of mine that had been inactive for a year. When I asked Sears why they didn't send me paper statements as they have always done in the past, they said I had elected online payments to be emailed which would eliminate paper statements. Now, I have never opened an online account with Sears until December when all this started to happen. I checked to see what was involved with setting up my account for paperless statements and there was in fact a button to click to set up paperless, which would eliminate paper statements. Since this was the first time that I had set up this account, how could I have selected this option? Now, Sears has now affected my credit rating and is refusing to correct this, even after doing an investigation, where they still say they were in the right. I need some help getting this rectified.

So how exactly would they have gotten your OLD email if you had not given it to them?

YOU knew you made a purchase so if you had not gotten a statement it is YOUR responsibility to call and find out why. You can also go ONLINE and check your account and pay.

That is correct. They had our email address because we have had this account since 2017 and they have always sent paper statements and we have never signed up for any online account with Sears nor authorized electronic payments. Granted, if I had not received statements I should have caught that, but my wife does all the bills. Not an excuse, but that still doesn't change the fact that we never authorized electronic statements and why would Sears pick this particular purchase where it was no finance charges for 6 months to all of a sudden start sending us electronic statements that were never authorized. Sears has a very specific section on their online account with legalese stating that if you click this button, you accept email statements and will no longer get paper statements. We never authorized that, so it's basically a web based issue with their system.

Unfortunately, this is your fault. Common sense dictates that if you were. ot getting any statements, then you should have made an inquiry concerning this, in order to avoid issues later. You, nor your wife, did not.

Even if it was their system, you are still responsible to find out. It is your account after all.

Had a water heater go out, called Sear for repair was told between 8-12 on Tuesday 15th of January. By 10:30 I had not heard anything so I called, after there poor phone system I finally got a live person and was told he would be there at 1:30, but it was not guaranteed time and he'd page the tech to my phone and he'd call within 1/2 hour. After waiting 2 more hour, s, and no return calls I again called and was told he was running behind. At 1:30 I called again, (as this was my one day off of work and I had many appointments scheduled that would need to be rescheduled. They said he had truck problems and someone should have called ----nobody ever did. At 2:30 I called again and was told he was running behind, and he should be there by 1:30, , , well it's 2:30, 1:30 was an hour ago. At 3:00 after waiting 7 hours he finally called and said he'd be there in 10-15 minutes. I stated I needed 10-15 minutes more as I was going out the door to pick up my kids from school. He said he wouldn't wait and was going to the next job, I stated I had already waitied 7 hours, he was rude and stated it was corporate policy. At 3;50 he called again, said he was 5-10 minutes away, I said I needed to take my daughters to there dance classes, he said he wouldn't wait. So my daughter missed there danced class at $50.00 each. When he arrived he was rude and said he wouldn't listen to any complaints, and If i wanted it fixed or not. So then I decided to start calling the Famous "BLUE RIBBON CUSTOMER SERVICE at CORPORATE, , , , , big mistake. I left 1 message with Theresa at ext 82, I waited and got Shelata ext 72 on wednesday, after 5 minutes we were disconnected, she didn't call back. Last Wednesday the 23rd she sends an email and states she has been leaving Voicemails and Emails and If I don't reply she was going to close the case. I sent her 3 emails stating various concerns and stated i was available from 8-10 to talk to, she stated i would be put on her schedule to call. Thursday the 24th I waited until 11am, , , she never called, I again called her, sent e-mails but no response. I again left a message with Theresa at ext 82, , , no reply. After 2pm she finally responds and states some bull company policy that states she is not allowed to make outside calls until the afternoon. I stated she had replied to my email of between 8-10 and she had confirmed the time span...she never stated that she couldn't call during that time frame. i explained I didn't want the 100$ gift card, why should I have to be bought off, for a complaint?. I stated I wanted to know who made the mistake of not calling on the 15th and I wanted an apology from that specific person. She stated she couldn't do that i was put on hold and again disconnected. I called back and was given to VICKI---supervisor of this wonderful Blue Ribbon Team, I explained everything i had gone through, All the Lies I have been told to that point and I wanted a follow up from her before the end of the day. after waiting around from over 7 1/2 hrs i got a phone call and was put on to the routing person who was responsible for the 15th? not sure, after 3 minutes we were disconnected, I called Shelata and explained we where disconnected when she had hung up and she again did a 3 way call, and when she disconnected herself from the call she again disconnected our call to the routing person. I again called and she stated she wouldn't put me through a 3rd time. I explained I had only spoken for less than 2 minutes each time and my concerns had not been explained. She stated she would follow up again...which she hasn't since today is the 28th...I have asked for the CEO, , , , they will not allow complaints to reach him, I asked for his secretary, , , again they will not allow phones to be transferred to her either. Sears wonders why there business is in the toilet...it's because of the crap customer service they give. If anyone from sears wants to reach me...my phone is [protected] or by email at ews1013@yahoo.com...I give up with this company. I will spend the next 2 years replacing all of our sears products with something else so I can be SEARS free.

There is no way for a sales ASSOCIATE (not clerk) to make it so that those mailers do not go out. If you had purchased a protection plan for the grill, which you undoubtedly did not, you would not have received the mailer. It was offering you a second chance to ### a protection plan. If you want a purchase that big to be a surprise, have it delivered to another address, maybe a friend or relative. You should know better and this type of thing has happens with every retailer. Buck up and be more careful with the details next time.

I bought tires and rims at Sears for my Scion xB. To make a very long story short... I get free rotation and balance for life of my tires. I took my car in to get the tires rotated. I did a little shopping and came back. I drove my car about 15 miles and noticed a metal on metal clanging under my car. I freaked out since I baby my car and have never had a problem with it. I pulled over into a truckstop parking lot and called Sears. I told them they just worked on my car and something is wrong with it and I wasn't driving it another inch. I waited about 20 minutes for one of their guys to come and take a look. The guy that came was the same guy who worked on my tires. He went around and tightened all the lug nuts. The two front wheels were very loose. The two back needed to be tightened but not as much. Anyway, not long after this I needed to have a new wheel bearing ($600). I had a garage look at my car and they said in their opinion, they thought it was because of the loose lug nuts. I talked to the manager at Sears about all of this and he said that the guy who came out and "tightened" my lug nuts did no such thing. He denied everything! Steve from the Bismarck, ND store said the lug nuts weren't loose at all and that he was just pretending to tighten them to make me happy when I watched him do it! Oh and to top it off... Sears also knew my locking lug nut key was stripped (they did it) and tightened them so tight that my dealership had to break them off and replace them. A charge of ($18.00) that they wouldn't even reimburse me for either! Sears Sucks!

Had 1/31 appt to fix refrigeration but no show. Cld again, informed would get a fast apt because of missed appt but instead disconnected. Other party now stated they did not have any appt. Got an appt for 2/13 1-5 (Told them food spoiled and would have more spoiled food). @6pm cld sears, tech had not shown up. They would have tech call me, he did as he was in front of my door. He fixed refg and he gave me number to call to place claim on spoiled food. @claim dept they told me he had not noted that and they would check him and let me know. I have since placed numerous e-mails and written but no reply. I want at lest $50 for food spoiled.

Purchased a double oven which was installed one year ago. As I began to have trouble with the still-almost-new oven, I called sears repair service, as I had taken out a contract service agreement with them on the oven. Not only did they have no record of it, I had to dig into my visa bills from one year ago to prove to them that I did, in fact, have the agreement. One wk later after requesting service I was scheduled for an 8-5 appt. That means you wait all day long and wonder when they might appear. At 4pm I was contacted by the technician who took the details of the problem and told me I was to far away for him to come that day and repair it and that he would order the parts needed and then set up another repair service call for one week later. Again... Another waiting all day long for the repairman to appear. Finally, once again, at 4pm I called only to discover the repairman was calling the wrong phone number and would not arrive that day. Another repair appt was made for one week later, where I was given the schedule of "anytime between 8 until 5pm."
I bought all my appliances from sears for a new kitchen, took out the service agreement contracts, and this is the customer service I get.
I hope to be able to warn off all future customers!

These clowns have been coming to repair my lawn mower for weeks. took 10 days to get apoinitment. which they canceled at 4;00pm, then took another 3 days to come. They arrived and did not have the belt for my SEARS TRACTOR. they had to order and that took another week. now they want me to wait another week till they get back to fix it.

HORRIBLE DON'T EVER CALL SEARS FOR REPAIR WORK

bought a husquavna/kohler lawn mower. told it was great etc. used it 10 times, put it away for winter and cleaned it etc.
spring: lawnmower not working. went to sears to get a spark plug. sears tells me that even though the mower is in warranty, they no longer support that brand. gave me husquavana's number. out of service. repair told me it was purchased by MPD. it wasn't. spent so much time on the phone arguing my case that if i have to special order a spark plug to be shipped to me AND it broke after 10 uses and is in warranty, Sears should replace it. they tell me to find a Husquavana dealer but only have a bad number.

i bought a mower at sears to get the support. it is non-existent from the sales staff, to leaving message for retail store manager (Tampa Westshore) that was never returned, to being told to bring it in to receiving, only to be told they can't ship it back becuase they dont sell that product anymore. i am disgusted with their level of service. except for lawn manager Josh J., no one helped, .

Purchased a Lawn tractor in the Raleigh, Crabtree Valley Mall Sears(Craftsman 46'' 24hp Turn Tight Hydrostatic Yard Tractor Non CA). It was marked on sign with one price but when we scanned the barcode on the same sign it came up significantly less. Manager (Heather) refused to honor that price stating she believed it was an error. While it may have been an error it was her error not mine. I believe that the company is responsible for checking these things before making them available to public.
Even though on sale, the item was still barcoded at $500. 00 less that what manager would sell item for.
Will be taking it further.

Purchased a patio set on 20th of May and had scheduled set up delivery one day and then assembly the following day. Sears representative called the night before scheduled delivery to confirm delivery. The next day the driver called in the morning to confirm delivery. Two hours later there was a call from customer service stating that my patio set had not been bought to the warehouse but would be available 8th of Jun. I canceled the ordered that same day on the 29th of May. I had to call two separate offices to get them to cancel the order. I received an e-mail in reference to receiving a refund in 7-10 business days. Guess what? It's the 12th of Jun and I have no received any refund. Call the company and they can't even find the record. I explain I have the e-mail, so the representative says that she will place a "research" on the refund status which will take another 3-5 business days. I ask for this information communicated via e-mail, she also states this will take 3-5 business days. So I have no patio set and I am out close to $1000 bucks. DO NOT ORDER FROM SEARS EVER! BUYER BEWARE!

I am having similar troubles with Sears. I bought a $1800 defective refrigerator from Sears April 26, 2017 and they refuse to give me a refund. DON'T BUY FROM SEARS.

I purchased a refrigerator recently. It was delivered today, it cost me 69.00 for delivery and installation. Well they delivered it, but they did not install it. I made several trips to Sears to make sure we were on the same page about the hook up. I explained to the sales men that the water tube is attached to the sink goes under the house comes up through the floor to attach to the refrigerator. I had several conversations with the staff in major appliances. I was assured it would be no problem. They even said I should buy a new water tube so that everything would be new. Well now I have to pay someone to come in and install it because Sears who I have shopped in for years has a bunch of incompetent people working for them. And I will NEVER buy any appliance from them again if this is not resolved. The guy on the phone just hung up on me told me to call the store manager. HORRIBLE CUSTOMER SERVICE. I will be in touch with the corporate office as well as the Better Business Bureau. I want to be reimbursed for having to pay another company to come and install my icemaker. Sear should be ashamed of them selves.

Today I was in the Cool Springs Galleria Mall in Franklin Tn. I decided to go shopping in the Sears store. While I was walking around looking for the women's size clothes. I couldn't find it so I decided to ask someone. The person I asked was working on the first floor Petite size. I asked her where the women's size clothes were. She said in a very smart I am better than you "THIS STORE DOESN'T CARRY WOMEN'S SIZE CLOTHES". Now I like shopping at Sears and KMART. But now knowing that you look down on plus size women. I think I will take my business elsewhere.
It's time for you to put plus size clothes in that store and increase the line you have to shop for in ALL STORES. Not every women is a Petite.

Purchased an item using $500 in gift cards towards a $1700 wall oven/microwave combo. Received an email saying item is no longer available. After 6 phone calls being handed off to person after person each passing the buck I'm being told it will take 2-5 weeks to send a new gift card. In the meantime I can't cook my family dinner because I no longer have a working oven or microwave.

Had their system bothered to update the sale of the item off of their store floor in the first place this wouldn't have happened. They claim they can't put the money back onto the original cards because "most customers immediately dispose of their cards". Despite the fact that I have said repeatedly that I have the cards in my hand and am happy to go to their physical location to have this verified they are still unwilling to resolve this issue. If they cannot put the money back onto the cards then email me the numbers off of a new set of cards. Claiming this isn't possible is simply their way of saying they don't care about their customers.

In my opinion they have stolen $500 from my family. This is an example of the worst of bureaucracy at work. Claiming they have to pass the information on to "an off-line research group who has no direct phone access" is a load of crap. If they wanted to make this happen they could. They have their money and don't care if I ever get satisfaction.

Sears could have made a nearly $2017 sale. Instead they have made a very angry customer. If I ever see that money again you can guarantee that I will not make that large ticket purchase and will spend nothing but the total from the cards. Way to go Sears.

Our small fridge was a little over 3 years old. We purchased a "Master Protection Agreement" about 6 months ago.
It stopped cooling.
We scheduled a first in-home repair visit.
The 2 contracted repairmen were nice, but quite honestly, clearly had no idea what was wrong. They called somebody at Sears. I have no idea how it was possible, but the Sears phone person determined the "control board" was faulty. So they ordered a new control board and scheduled another appointment with us for a week later.
One week later, the same 2 contracted repairmen returned and installed the control board. The fridge still was not cooling. They ordered a new fan and scheduled another appointment with us for a week later.
One week later, the same 2 contracted repairmen returned and installed the new fan. The fridge still was not cooling. SO FINALLY they investigated further and found leaking oil and coolant behind the back panel.
When I expressed frustration that they were now going to order more parts and have to return a FOURTH TIME, the repairmen got angry and explained how it was not their fault. [How was it not their fault for not opening the back panel from the outset to fully investigate the problem?]
When I called Sears again, first I was told that it was impossible to offer any compensation because their records showed that only 1 repair call had been made. So I put them on the phone with the angry repairman, who was still in my home. He told Sears that he had been there 3 times. Then Sears told me that I could have a $50 gift card to compensate me for my trouble and the 3 days I had to miss work to meet the repairmen ("we'll be there sometime between 8 AM and 5 PM").
I am buying a new fridge from another manufacturer.
I canceled my "Master Protection Agreement."
I will never again buy a Sears or Kenmore product. Ever.

Our 10 month old fridge quit on us a week ago- so I immediately called Sears for a repair. The repair man finally came today - 5 days after making the call. The repair is a major fix and needs a new compressor, which could take a week or two to come in. So tell me Sears...what have you done to help me? I asked if I could return the fridge for another - the answer I got was a definite NO. I asked if I could get a local repair man out to speed up the process and submit the bill...the answer was NO. I asked if I could get a loaner fridge (even a small bar fridge)...the answer was NO. I have 3 small children at home. Perhaps I could buy a cow so we could at least have fresh milk- but that wouldn't be very practical now would it. So tell me Sears...where is your customer service that you boast about? How am I supposed to cope without a fridge for 2.5 weeks? When I called the 1-800 service number and asked to speak to the manager, the girl on the Sears end said she didn't know who the manager was or if they even had a manager. She left me on hold for 12 minutes while she went to figure out who her supervisor was. Customer service? I think not! I will never buy another appliance from Sears again- and will be sure to post this on every rant site I possible can. How disappointing! Shame on YOU!

Purchased a washer/dryer back in Nov 11, 2017 and purchased a MPA for 3 years.
First year service was on Nov 26 2017, 2nd year service was on Nov 15, 2017.
The technicians were very thorough on both occasions and offered to even extend the MPA on other appliances
on which I declined.

The third year service expires this year on Nov 11. With that said, I called the MPA number at 1800-4-Myhome
and spoke to Damon/Damoa from unit #402455. Since I had my washer/dryer serviced on Nov 15, 2017 I was not eligible for
this years Preventative Maintenance check as the next eligible date is Nov 15, 2017 which is evidently 4 days over my Nov.11 Contract
date. Asked if a supervisor can override and at least give a concession or discount as this policy is very MISLEADING and is
pretty much Thievery at its best. Nothing can be done but purchase a new agreement for another $195.43/yr.

Why would a sane person even renew this plan if effectively you lose a year for some hidden misleading TERMS that are not
EXPLAINED nor detailed to future/present customers?

This should be investigated further for FRAUD.