Sears Corporate Office

Graham: Jordan, I see that the order for the did not processed.

Jordan Klein: Yes Graham I know that. I waited 8 days for you people to figure that out.

Jordan Klein: I was told (in writing) that order will not ship and to place a new order which I did last night. I placed the new order and paid extra for overnight shipping. I was told (in writing) that it will be delivered tomorrow. Where is the item now and when will it arrive? Please provide tracking numbers.

Graham: I do understand your concern and it must be frustrating for you.

Jordan Klein: Your comments are only making me more angry. Where is the item? When will it arrive? What is the tracking number?

Graham: I apologize you for the delay in the shipment of the item.

Jordan Klein: Where is the item? When will it arrive? What is the tracking number?

Jordan Klein: Can you give me that information? Yes or no?

Graham: I am sorry to inform you that there is no tracking number in the order details as the tracking numbers are not generated.

Jordan Klein: Ok, then since you promised me last night when I ordered this that it will arrive tomorrow, please cancel the order and refund my credit card.

Graham: I am unable to cancel your order. Once you receive your order you can return it to any Sears(Kmart) retail store for an immediate credit or you can follow the return instructions on the packing slip included with your order. You will receive credit once we receive the item.

Jordan Klein: That is not acceptable.

Jordan Klein: Either tell me when the item will arrive or refund my order. Otherwise, you have stolen my money and I will report this to the FBI

Graham: I agree that the problem you have had is not acceptable, however, these are not examples of what is experienced by most of our customers.

Jordan Klein: Are you kidding me? This is the 4th TIME IN 2 WEESK THAT I HAD THIS PROBLEM WITH SEARS!

Jordan Klein: Either provide a tracking number or refund my credit card.

Graham: I understand this experience was less than perfect, however, I hope you will give us another chance to demonstrate our commitment to customer service.

Jordan Klein: ANOTHER CHANCE? I SHOULD GIVE YOU A FIFTH CHANCE IN TWO WEEKS TO ACTUALLY NOT SCREW UP MY ORDER?

Graham: I am really sorry for the trouble you are facing with your orders.

Graham: We owe you an apology

Jordan Klein: Sears is committing an act of internet fraud and theft. You have a choice: refund my credit card now or tell me when this item will ship. If you can't do either I will be filing a report with the US FBI, Better Business Bureau, New York State Attorney General, Sears Corporate headquarters, your CEO, and local and national news media.

Graham: I have checked the details for you and see that we do not have an option to cancel the order and there is no tracking details updated yet.

Jordan Klein: Ok so Sears has now committed internet fraud and theft which are both crimes in the United States.

Graham: I would request you to wait because I see that shipping date of the item is tomorrow.

Jordan Klein: NO THE ARRIVAL DATE IS TOMORROW

Graham: Yes, you are correct.

Jordan Klein: By the way I am posting this entire chat on Facebook as we speak for the rest of the American public to read

Jordan Klein: hello? please provide the tracking number, a time this will ship to arrive for tomorrow, or provide a refund.

Jordan Klein: The entire world is watching

Graham: I am really sorry there is no tracking information available with us.

Jordan Klein: Ok so refund my money

Jordan Klein: Failure to do so is a crime in the United States

Graham: I see that we do not have an option to cancel the order and provide you the refund because your order comes under the fulfillment channel where you cannot cancel any order.

Jordan Klein: So fix it.

Jordan Klein: I am demanding a refund since you cannot tell me where this item is. If you cannot provide a refund, Sears is committing an act of internet fraud and theft. You have a choice: refund my credit card now or tell me when this item will ship. If you can't do either I will be filing a report with the US FBI, Better Business Bureau, New York State Attorney General, Sears Corporate headquarters, your CEO, and local and national news media.

Graham: I understand your concern regarding our order and I also know that you have paid the money in advance to get the items and you have not received the order yet and currently we are not able to cancel the order and provide you the refund right now.

Jordan Klein: Ok well that is fraud and theft

Jordan Klein: I will be publishing this entire conversation across the internet to show how Sears treats its customers and have proven that sears will commit crimes of fraud and theft

Graham: I will issue you the 5% off on your order and you will be able to view the refund amount back to your credit card within 3 to 5 business days.

Jordan Klein: If you read your notes I already got 10% off this order

Jordan Klein: I want a refund or a tracking number. Failure to do so is fraud.

Graham: Jordan, I agree with you that currently there is no information available with, I request you to provide us the 8 business days to resolve the issue.

Jordan Klein: NO I WILL NOT DO THAT. YOU DID THIS TO ME LAST TIME

Jordan Klein: I WANT MY MONEY BACK NOW

Jordan Klein: YOU ARE COMMITTING FRAUD AND THEFT

Jordan Klein: I WAITED 8 DAYS LAST WEEK BECAUSE YOU SCREWED UP THE ORDER

Jordan Klein: ONLY TO BE TOLD TO REORDER THE ITEM YESTERDAY AND IT WILL BE DELIVERED TOMORROW

Graham: Jordan, we need 8 business days to resolve the issue and see what best can be done in your ase.

Jordan Klein: You people are unreal. I cannot wait until sears finally goes out of business

Graham: *case.

Jordan Klein: So you cannot refund me for a purchase that you cannot ship?

Graham: Jordan, I do not have an option available with me to provide you the immediate refund.

Jordan Klein: Ok so you are committing a crime

Graham: I apologize to you. Please allow us 24 to 48 for the tracking number.

Jordan Klein: What are you telling me? You just told me to wait 8 days. Now its 24 to 48 hours?

Jordan Klein: Why would I wait 48 hours if the item should arrive tomorrorw

Jordan Klein: *tomorrorw

Jordan Klein: *tomorrow

Graham: Jordan, I would like you to wait 24 to 48 hours for the tracking number to get updated.

Jordan Klein: THE ITEM IS TO ARRIVE TOMORROW!

Jordan Klein: Why would I wait 24-48 hours

Graham: Yes, you are correct. One of the order will be shipped tomorrow.

Jordan Klein: IT IS SUPPOSED TO ARRIVE TOMORROW NOT SHIP TOMORROW

Graham: The order "501730882" will be shipped tomorrow.

Jordan Klein: How do you know that

Jordan Klein: It is supposed to arrive tomorrow

Jordan Klein: Arrival Date: May 15

Graham: As per the order details the arrival date is on 05/15/2013.

Jordan Klein: YES I KNOW THAT IS TOMORROW ARRIVAL DATE TOMORROW!

Jordan Klein: TOMORROW IS 3 HOURS FROM NOW IN NEW YORK TIME

Jordan Klein: NOT SHIP DATE ARRIVAL DATE MAY 15

Graham: Yes, you are correct.

Jordan Klein: OK, you obviously have no clue. How can the item ship TOMORROW (5/15) IF IT IS SUPPOSED TO ARRIVE TOMORROW?

jordanklein 5/14/13 6:19PM

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I recieved a letter from Sears indicating that my application for credit was refused and Experian was notified. I did not apply for MasterCard credit and respectfully request you correct this situation immediately. Please see that my credit report is not negatively affected.

Nancy 4/19/13 4:25PM

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My is Dellare Bryant-I recently called Sears because my Kenmore Elite Washer Locked when it started a load of towels and bath mats.The machine beeped that the load was not balanced, so I pushed the button to open the machine and rearrange the load even though nothing was unbalanced and it would not unlock. I tried several times, called the 1-800 number and was told that there was no appointments until 4/17 btwn 8a-12p. In the mean time my towels and bath mats are stuck inside for over 3 wks.

The repairman arrives, pries the top open, my laundry room reeks of crap from the soak & wet towels locked inside. The repairman was very courteous- he took all the towels/bath mats and placed them in a extra large garbage bag outside beside my garbage. My washer has a rusted cover top, requires a new lock switch and also a recall on it. The repairman can not return until May 7th, my laundry room and living room smell like a cow pasture and I would like my ruined towels and bath returned. About $200 worth and a replacement washer. I do not want to fix a washer that has been sitting over a month smelling like cow manure and put my clothes in it. I do not appreciate spending $999 for a washer to smell like hell and not be able to use it for almost 2 months. I would ask that you please, put yourself in my shoes and replace my washer and towels. Treat me as you would like to be treated and stand up to your quality service reputation!

gayzmin 4/17/13 3:07PM

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Do Not Order From Sears.com Others Like Overstock.com Etc Placed Order Come To Find Other Merchants Dnw In Case Of Return Want To Go To Store. Wanted Cancel Order Call No Help At All Not Even In Usa Calling Solilia??? 3rd Party Order Can't Help You Omg What Horrible, Misleading And Awful Customer Service...shame On You Sears...lost Me As Customer Avoid For Your Peace Of Mind No Corporte 800 Number They Don't Want To Be Bothered

hnybrry 3/29/13 8:26AM

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I think that the ceo of sears needs to take a look at why the parts department overships most of the parts orders this is probably why sears is losing so much money ,then when an honest person wants to send those parts back its virtualy impossible i will bet parts dept loses millions every year!

jrc1 3/27/13 1:55PM

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No wonder I keep hearing about Sears and K-mart going down hill in their sales. Five CEO's in the last seven years and now a new one. It is really ashame after many years of dependable service that Sears is going to be a thing of the past if they don't shape up their customer service. The Sears Auto Center got $3,000.00 from me, my car is ruined and they won't help me. The only way I can recoup some of my money is to let my excellent credit go down by not paying the bill. Really a shame that we can't get the word out to everyone to warn them. Shame, shame, shame on Sears!

Anonymous 2/28/13 2:47PM

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So disappointed in Sears, for the first time. I bought a gas range and they delivered it Monday afternoon and by Tuesday night it had stop working. On Wednesday morning I had called around with no help. I started calling them at 8 am it wasn't until 5 pm that they decided to refund me my money. They wanted to repair a less than two day old stove. The could replace it but I would have to wait til the 7th, oh and the repair would come out til the 6th, nothing. How do you let such a dangerous device come into someones home. I am so disappointed. Sears has lost a customer for over 20 years no longer will I buy big ticket items from them. I was passed from dept to dept with no regard just we can't help you frustrating

PamYNG 2/27/13 9:02PM

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I am writing in regards to the worst customer service I have ever experienced in my life. The level of mistreatment from Sears has set a gurantee that I will NEVER purchase (or let anyone I know) Purchase another item from you or any of your subsidiaries. I purchased a matresss and box spring set on 02/17/2013 from Sears online. I set a delivery date of 02/25/2013 believing that this would be more than enough time to get the items delivered. I never received a follow up email from Sears and had to continue to check the Sears site myself for updated information. I was finally notifed that the items would be delivered between 3:45 and 5:45 on 02/25/2013. I left work early and came home not wanting to be rude and leave the delivery drivers out in the rain. When the delivery drivers failed to arrive at 7:15 I finally began to call numbers from the Sear's website. I spoke with several people from call centers who I could tell had absoultuly no interest in my issue. I finally recieved a call from the delivery driver at 8:17 telling me that they were leaving there last stop and would be at my residence in 20-30 minutes. At 8:40 I received a second call from the delivery driver who explained that it was late and he was tired and he was going to drive back to Indianapolis. Had I been waiting on television I might of understood but I was waiting on a mattress that had been promised for delivery. I had already completley removed my bed in preperation for a matress removal. After he refused to provide a telephone number for his supervisor he hung up. I never recieved a call today and when I checked my order it is no longer in the system. I again started making phone calls and spoke with several more of Sear's horrible call centers who again treated me like a moron and provide me with no information. I was finally told that my items had been removed from the truck and I could schedule another delivery date if I liked. It is obvious that Sears has more problems that they know what to do with but the level of customer service is obviously one of there biggest issues. All I can say is Shop elsewhere if you want what you paid for.




























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Anonymous 2/26/13 8:53AM

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Wow this company does not know what customer servic is, I too have had a bad experience with Sears repairs, customer service and above all Corporate. When corporate does not give a crap, you can forget it!!!!! I am getting ready to
build a house, Sears, Kenmore and anyone associated with
Sears would be the last appliance Company I would choose
to put into my new home, You Suck big time and your employees suck and Corporate people Suck even more. You have no respect for your customers, nor do you care!!!! So from me to you Sears, go straight to hell with all of
your appliances!!!!!!!! I amalso making a report to the attorney Genereals office here in Columbus, Ohio.....Your repair man did not even come out to my home but quoted me a ridiculous price, but when I called Kenmore parts, it was a big difference!!!!!!!! Big big ripoff!!!!! Called corporate, some guy who thinks he is the president of the
company was nothing but a smart ass!!! I have been in retail for 17 years, I always tried to make things right
for the customer not Sears, are you doing so well in this
economy that you give a crap about all the issues you have????? I think not, there is never anyone shopping in
the sears store in our mall, wonder why????? You are the
last store I would go to for anything at this point.....
I told this wanna be vice president that I spoke to yesterday that I thouhgt he should someone out just to see what is really going on with my stove, free of charge and he said absolutely not, but it ok that I waited all day long for a service teck, who calls me on the phone and tells me it would be $750 to fix my stove so I cancelled, hell I could go to HH Gregg and get a new one, with better customer service thats for sure!!!! So Sears as far as I am concerned, you Suck!!!!!! Cant say that enough, that usually is not my language, but I am so mad at the way I was treated by your company I cannot see straight.....Kenmore put me on hold three times yeaterday, for a total of almost an hour, and each time
I was disconnected, how convenient............Never never
never will I buy even a kitchen towel from this company
but I will make it my quest through Facebook or whatever' means I can to tell the world how rotten you, your customer service and most of all your Corporate people are!!!!!!!

Schirtz 2/26/13 5:10AM

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THIS IS NOT MY FIRST SITUATION WITH SEARS SERVICE AND SUPPORT...Yesterday a technician arrived to perform service on an out-of-warranty Kitchenaid over the range microwave oven. The technician quoted a repair price of $719.24 (parts and service). He didn't have the parts in his van, and thinking the repair price may be high, I declined service which he said I could do, but still have 90 days to change my mind. He told me that if I decided to change my mind, I should call (800)4MY-HOME to order parts and then schedule service. So I called the (800) 4MY-HOME to place the order for parts. That is when the fun began. I was told they would need to schedule another service call (which they did for 03/02/13) to install the parts. Then they told me to call the number again to order the parts. So I did. There were 3 parts which needed to be ordered and as I talked with the parts agent they informed me that 2 parts could be ordered, but the other part had to be ordered by a technician. The agent took my credit card number to order the parts and transferred me to a technician. The technician said he couldn't order the part for me. So he forwarded me to customer service to get my part ordered. They said I needed to have a technician service call and the tech would order the part at that time. Which meant that I will have two parts that I ordered for the 03/02/13 service call and 1 part the technician will have to order when he gets here. Which means I will still be without the use of the microwave until the part arrives and the technician is rescheduled to return for the install. Seems like a lot of wasted effort and costs on Sears part. Not to mention the waste of my time. NOTE: Everyone in the process was friendly and courteous (and apologetic for not being able to help me), except for the customer service agent's supervisor.

Rick Crabtree 2/22/13 1:11PM

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Last week I had an appointment to have a Sears technician come to my house and do a tune-up on my Sears lawn tractor. He was to show up between 1:00 and 5:00. He did not show up nor did he or anyone else at Sears call me to let me know that he was not coming. (I wasted 4 hours waiting, even though I had confirmed the appointment the day before with a Sears rep). The next day after several attempts I finally got to talk with a real person at Sears, who could not give me a reason why the tech had not called me.

Against my better judjement I let him talk me into re-scheduling another appointment for today. It was for the same 4 hour window (1:00-5:00) with a promise of a call to alert me that the tech was on his way. (I confirmed the appointment this morning) Guess what? I waited 4 hours again-the tech did not show up nor did he call to say he was running late, was not coming, etc,. After 2 tries I got through to a lady in customer service. Again, she did not know why the tech had not showed up or why he had not called. I told her I was going to file a complaint and asked for his name, but she would not give it to me. She did give me a number which she said was his employee ID 0570937. She must have contacted the tech after she hung up with me, because at exactly 5:56 the tech called me from phone number (915-543-1190). He offered no excuse for not calling me to let me know he was not coming. He then had the gall to try to talk me into re-scheduling an appointment for the end of the week, which I refused. So here I sit with a Sears tractor that needs a tune-up and 8 hours of wasted time and lost wages (I had to take time off from work). I am extremely disappointed (to say the least), especially since I up to now have been a loyal and long, long time Sears customer (lawn equipment, tools, appliances, automotive, clothing, electronics, clothing, and most everything else that Sears sells). In my book it's (one strike-it's bad) but (two strikes-you're out)...Since I did not hear from my local tech, I hardly expect to hear from Sears Corporate. Next time I'll buy a Kubota or anything else, but Sears.

Anonymous 2/11/13 9:02PM

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2 or 3 weeks ago I ordered a treadmill via the chat feature on sears.com. The reason why I chose Sears was because the rep assured me that my request of removing my old treadmill and setting up my new treadmill would be fulfilled. Today one driver showed up and - although he was very nice - told us that all he was authorized to do is to drop it off in front of our garage! He went above and beyond in offering to bring it inside our house, to our basement, but he wouldn't set it up, nor haul our old one away. We had a concern about him bringing down a 240 pound treadmill, on a slippery muddy hill, so we declined his offer.

I got a call back this afternoon from the delivery company, and was again told that all they could do was deliver it curbside. After a little conversation I was transferred to a rep at Sears.com. She told me that what I was told was in error, and that she would send a "coaching" message to the rep. I wish someone would pull the transcript of the conversation! The rep also told me that I could pay extra for the treadmill to be delivered inside my house, but it still wouldn't be set up.

I am time poor and not handy at all, which is why I specifically asked for my old treadmill to be removed, and for the new one to be set up. 3 weeks later, and now I am finding out that I was misinformed. I asked about a full refund, and was told that I would have to refuse the treadmill, and that once it was back in Sear's warehouse, then I would be refunded my money. Really? This is how a good company behaves? I understand mistakes, but my resolution would have been to have the original freight company drop it off into my garage, then have Sears send two employess to haul my old one away, and install my new one.

I am not a happy customers, and I will take my business elsewhere, as this has been a complete waste of time, energy, and money. I bought my old treadmill from Dick's Sporting Goods, and unlike Sears, they delivered on our agreement.

Dennis Koulatsos 1/31/13 5:39PM

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I Recived A Recall On My Sears Dehumidifier Because Of A Fire Problum. I Filled Out The Proper Paper Work And Returned The Parts And Lables;i Was Told It Would Be Seven To Ten Days To Get A Check For One Hundre Dollars Thay Recived It On Dec.8,2012 I Have Called Many Times And No One Knows What Going On. So I Called Your Customer Service He Was No Help At All I Asked To Speak To A Manager He Would Not Transfer Me To One. If This Is What Sears Has Come To After Deaing With Them For Over Fifty Years I Do Not Want Anything More To Do With You.

Anonymous 1/29/13 12:39PM

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My snowblower needs a new engine and the manufacturer of the engine is out of business since 2008. I am told that it takes between 5 and 12 days to research if a new engine can be found. It is the middle of winter.I complained that in this day of automation, this is a ridiculous timeline. I called corporate and was promised a definitive answer by today. I was told to call customer service if a call had not been received by noon. I called and was told that I never spoke to the person I named because there was no notation in the file. So, now I am delusional. Upon further investigation with other Sears officials, it became apparent that corporate comments are not available to customer service.Shouldn't the representative I spoke to have been aware of this especially since I gave her the facts. The Sears rep insisted that I was making things up. I have her name if Sears is interested. She was very rude.

Now, I still have no answer and I am told to call again on Monday. The run around continues.

The new CEO of Sears needs to reach out to consumers before and after purchases.

Anonymous 1/18/13 4:10PM

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Greetings. I hope someone can help

In October 20012. My wife and I purchased a new double oven because our old model was no longer serviceable, no longer made parts for, anyway we have had nothing but trouble getting the new one installed. We finally git the first oven installed in December on the 16th. Well that one was defective. Now it is January 16th and we still do not have the replacement installed yet. I received a call from sears and was told I have a date picked for Thursday for the oven to be installed and I would get a call Wednesday for a time for the install. Well it us Wednesday night 10:52 pm and no call. Do you know how disappointed, frustrated and angry I am. I can no longer trust Sears. The run around that I've gotten is so unnecessary. Please can you help? Thanks in advance. Chris Chase.

Anonymous 1/16/13 10:04PM

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To whom it may concern,

We have had numerous dealings with Sears in Spokane, WA, and I have to say it has always been pleasant. One manager went out of his way to deliver a freezer on his way home because there was a mixup at some level. We just had a repair gentleman come out for our tractor, which we had purchased from Sears, his name is Wyatt, and he was promtp, very friendly, courteous and knowledgeable. We just moved into the area and have bought lots of things at Sears, and when we need appliances in the future, it will be our first stop.

Good job, guys!

Roberta Casale
Deer Park, WA

Anonymous 1/11/13 10:42AM

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My name is Julia Gregory and recently I purchased the Big Mans Chair as a Christmas present for my elderly mother.. The chair was delivered on the 28th of December and once the delivered and set up we realized she could not work the chair due to the weakness in her legs.. Once the chair is reclined you have to lower it using your legs and her legs aren't strong enough so I call in on the 30th to see about exchanging the chair out for another one with a handle on the side to recline and lower the chair. At this time I went through a number of departments before someone decided that they would be able to assist me, supposedly the order and the exchange was done and all I would have to do is to wait for a call from the processing and delivery team withing 24 to 48 hours well that never happened. I called in to check on the status of the order and was informed that there was no order and that I would have to replace the chair with the same model I explained the situation and was told that they would have to contact the processing department, once they contacted the processing department they came back and said that they would be able to go ahead and replace the chair but the one I wanted was a Kmart only item so I chose another chair. Everything was set.. Called in to check the status once again and there was no order or exchange that had been processed I was then transferred to different department including the appliance department..Then I was disconnected. I called back in again and requested to speak with management and upon speaking to him he informed me that I would receive a call within 24 to 48 hours again this never happened so I called back again once again I got the run around switched from department because no one knew what was going on and no order had been placed. Finally I spoke with some one in processing who assisted me in doing the return because we could not find a recliner that was in stock. Well I continued my search on line and found a chair and immediately called back in the same night and requested to cancel the return and have the exchange processed well the gentleman that I spoke with assured me the return was canceled (which it was) and the request for the exchange was processed and just wait 24 to 48 hours for a call from processing and delivery team I insisted on speaking with someone in processing so I will be assured that the order was placed the rep transferred me and after 20mins I was disconnected. I decided to wait the 24 to 48 hours and still no call so of course I called in and once again there is no record of the exchange I asked to speak with a manager because at this point I am so aggravated I am about to explode. Once the manager came on the line after about 20mins or so He informed me that I would not be able to do the exchange unless it was the same Item at this point I began to yell and tell him I did not want to hear that after everything that I have been thru and I was informed that I would be able to do the exchange, at this point the manager place me on hold for another 20 to 30mins and transferred me to another department his whole attitude was one of no concern and he wanted to know why I was exchanging the chair when I had already explained the reason and it should have been in the notes. So I am transferred to exchanges which is the department I asked to be transferred to each time I called and the customer service reps insured me they would be able to handle it and they didn't. I spoke with a rep there who made my experience so seamless that I couldn't believe that I went through everything I went thru with all the other reps. She came on pulled up my order number and I explained my situation and gave her the number of the chair I wanted to exchange and it was done and complete in no time she even explained to my what my refund would be because of the price difference in the two chairs she was pleasant and showed a genuine concern for all that I had been thru. Her name is Mickey ID#250197 from Round Rock Texas. Most of the reps I spoke with I could hardly understand them and they had difficulty understanding me.. This experience was the most horrific thing I have ever been thru... I would never recommend anyone to do online shopping at Sears or Kmart. My experience with Kmart was with the Layaway in the past two years I have utilized this service and each time left the store angry and saying I would never return... during the holiday seasons it is the worst shopping experience anyone could go thru. I have had all my items lost or the reps in the store gave them to other customers when I go to pick up my layaway I have to wait until the management and reps search the store to find my items eventually we have to revert to going on the floor and retrieving the Items because they are no longer in layaway.. The Kmart store in reference is in Pleasantville, NJ on the Black Horse Pike.. At this time an point I am so aggravated and frustrated with both of your stores that for me to do anymore business would be suicidal.



The reps that I spoke with concerning the recliner are as follows:



December 30th

I

ID# 20991 Chadree H

I know there were more reps but if you review the notes if they are there you will see everyone that I was in contact with along with 3 Managers/Supervisors.. The customer service I feel left a bad taste in my mouth and I will think twice about doing business online or making a substantial purchase again..

My order account number is The original chair that was purchased was I actually ordered it thru Kmart website the replacement chair that I am to receive is I hope all goes well from this point forward and I will not have to call any of your reps again.. This was definitely the worst shopping experience of my life.

I would love to hear back from someone in the Corporate office my number is

gregoryjulia 1/8/13 6:09PM

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On 12/05/12 we had a Kenmore refrigerator delivered to our home. The "team" that delivered the refrigerator consisted of a young man who was training a recent hire. Kenny failed to completely shut the water off under the sink and we had a flood of water in our kitchen. We have harwood floors over cement slab. After a friend of ours finally shut the water off completely and Kenny finished installing the fridge, water was bubbling up between the boards and oozed up between the boards even more when it was stepped on. We called the company that installed the hardwood floors in our home and documented the damage. The floor has to be replaced because not only we had a flood in the kitchen but they also gauged and scraped the hardwood. The delivery Co. won't return our numerous calls and Sears has basically washed their hands off. They tell us that they cannot do anything besides leaving messages to the owner of the delivery company and he won't return their calls either. They told us that we must deal with the delivery company directly. What Sears fails to understand is that we did NOT purchase the appliance from the delivery company. We purchase it from Sears, Sears hired or contracted the delivery Co.,but yet Sears won't get involved. They have left us on our own. It has been the worst experience. Sears managed to ruin our Christmas. Instead of preparing for Christmas we had to do a lot of phone calling, waiting, getting estimates, etc. We have always been loyal Sears customers, we made the mistake of paying the fridge in full-maybe if we Aowed money Sears would do something to help us. We feel that we have not been treated fairly; therefore we will never do business with Sears again.

Appliance Installer Nightmare 1/7/13 10:33AM

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On Jan 4, 2013 at 9:23pm I was at the sears store in wayne nj. I was looking at a ten piece set of pots and pan. So I told my husband open it to see if everything inside.cause I bought a set and there was parts missing. And a guy that was wearing glasses and he was skinnny he was very racist toward me. And he was very nasty ...I don't apreicate to be treated that way.

chicky74 1/4/13 7:54PM

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I will never purchase an appliance from Sears. I have a warranty on a range and Sears has had 3 service calls, a no show on the 4th one. They have not been able to fix it. I want a refund for the warranty and the price of the range.I have called and gotten transferred around and continually asked to speak with a supervisor. I keep getting "senior customer advocates" who are not helpful. Spoke with Latoya,Anthony Luis and lastly Isaac, none of whom helped and I am hoping to write a formal complaint about Isaac who should be fired as he was horribly rude. I hope that anyone thinking of purchasing anything from Sears will think twice about doing so.

Donna 12/28/12 3:33AM

On November 24, I got on Kmart's website to create a layaway. Unknown to me, one of the items, a tea kettle, was not availible at the kmart store so it was ordered to be shipped from SEARS. My credit card was charged for the full amount of $24.34. I wasnt aware of this until AFTER the layaway was completed. I didnt want the tea kettle especially for that price, and I assumed it was apart of the layaway. On November 25th , I called Sears to cancel the purchase of the teakettle.....but was told i couldnt and I would have to receive it and THEN return it. I was told that I could refuse the item from the deliverer and have it sent back and receive a full Refund of the 25.34. So that is exactly what i did. I never had possession of the teakettle and it was sent back by the postal service on the 30th of November. As of today,December 23, I have spoken with 6 service reps that were rude, hung up on me and promised a credit to my account. I have yet to see any MONEY credited to my account. All I want is my MONEY BACK!!!!!!!!!!! Sears has truly lefy a bad taste in my mouth......never will i patronize this store again.

Disappointed ex-customer 12/23/12 6:46AM

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I contacted Sears on 11/24/12 to request a service technician to come & repair my front load washer. The technician came out & had to order the parts needed to repair my appliance. We set a repair date of 12/5/12 between 1 & 5. My appliance needed the metal & plastic drum, & pulley replaced. Let me add the total amount of repairs costed more than I paid for my appliance. Two technicians came out on 12/5/12, and put the new parts on, and supposedly tested my appliance. When I got home that evening my son said my appliance was repaired. I put a load of laundry in, and my washer starts leaking water. I called the repair department to get someone to come back out, and was told I needed to schedule another repair appointment,and the earliest someone could come back out was 12/10/12. The customer service said we could trouble shoot the problem over the phone, and I told him "absolutely not there is no way I can move that washer by myself. I told him I didn't have anyone to help me move it either. My son has an injured knee, and is in a knee brace, with the possibility of surgery,& my husband is sick from chemo treatments. I was not happy with that, and requested someone to come out sooner. After being transferred to about a half a dozen people they still could not get someone out sooner. I had wet laundry that sat in my washer for several days until I could borrow a washer. I called the next morning to see if I could get someone out sooner, and spent several hours on the phone, disconnected,and was transferred to several more customer service reps only to be told I apologize ,but that is the soonest we can get someone out. To say the least I was very mad at this point, and very displeased with the customer service I had received. I will say at that point I wasn't very nice. The customer service I received was UNACCEPTABLE. The technician that came out on 12/10/12 to repair my appliance a second time just shook his head. The first technicians didn't put the drain hose on, so that is why water leaked all on my floor. The technicians that said they repaired, and tested my washer didn't do their job. They also left the old parts that took over a week after the second repair appointment to get someone to come pick them up. I was asked if I would purchase products from Sears in the future. I'm pretty sure you can guess that answer. Really!! They've lost their minds. I will never buy any Sears appliances again.

Upset customer in Memphis 12/22/12 10:45AM

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i have been calling about a return to express deals. six people i talked with and no results in fact i have been cut off three times this morning. all i want to do is a return. i tried to call express deals but no avail. 139.99 is on my charge and i have the item but can't return it to sears they tell me it is from a 3rd company you deal with. all my efforts started the being of dec. and as of right now nothing. i have been with sears for 40 years and never have been through any thing like this.

Anonymous 12/19/12 7:34AM

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I'm still fuming, what type of a company has Sears become? Isn't it better to maintain the customers you have rather than to try and lure more gullable individuals into the fold? Horrible employes, no customer service skills. Why do you want to force me to take a store credit why would I ever purchase anything from sears when i'm treated as if I'm an idiot. You are going to take my money and offer me a store credit. Is it that serious for you to forced your customers to let you hold their money just in case there is something else they may want to purchase, well with the kind of service I received I sereously doubt that I will ever purchase anything from sears.

FUMING 12/14/12 7:35PM

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OMG. I purchased several bracelets on friends and family night from sears on 6100 south western Chicago. The clasp did not work on three of them. I was able to get a replacement on two and the other one was out of stock. I attempted to find another with a price comparable to that piece, when I couldn't I asked for my credit card to be credited only to be told because the tag was not attached i could only get a store credit of which I did not want. I had the tag, but it was not attached.This is absolutely unbelievable.I was told by Melody the asst store manager that they must be able to return it to the case for sale. Really are you knowingly selling defective jewelry? Now you want to hold my money hostage. How horrible. Well this is the very last time I will enter A Sear store and anyone I have any influence over. Is this how you plan to up your bottom line. Good customer service is better then any advertising.

Fuming 12/14/12 7:14PM

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how does a Company have so many complaints and doesnt even care.... Sears sucks!!!!

yyy 12/13/12 7:25AM

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I Bought a piece of jewelry for wife on black Friday.She wore for three or four days and the little latch broke on it plus she was not really happy with it.So we take back to get money back,paid cash.They say price tag was not on the piece so they can only give us store credit which i did not want.I want cash back like i paid.WE Brought back the same box and everything with price tag in box and Sears tells me i can only get store credit?? So i guess you are suppose to walk around with price tag on for a week in public to return it. SERIOUSLY SEARS??? SO we bring back a piece of jewelry and just because price tag is not on it but in box with it i can not get back my hard earn cash that i worked for? Sears you are wrong for this.This store is in Baton Rouge La..

JW 12/8/12 5:51PM

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Hi my name is Debora Kerr, I would like some Valadation that corporate has recived my E-mail, as I hope as a valued customer since 1985 and also as an employee in your store in Livoina MI, In George Oaks was my boss then. At the Livoina store then . My problem was i went to your store in Troy MI, On Nov. 19-th to buy a shirt on a clearnce rack it was marked down from 24.00$ to 14.40 it was a double knit sweater made from Wolverine when i took it to the register it didn't ring up the sales clerk tried like 3 times then she called someone to come help her. When the man scanned the tag he said it was no longer for sale and that it was suppouse to be sent back, I question this answer because it waswn't the only one there which i let him know he didn't respond, nor did i ever recive any apology for the inconvience my husband had just spent 80.00 $ on pants at the same time, I would like to know what your policy is for item with a price tag on clearnce is but doesn't ring up? I've had this problem before,I would of rang as micellionus then put the price in then sold it the customer is happy the store made money it seems a win win solution to me so why didn't your employee's do this for me quit pissed, so what will you do for me?

Anonymous 12/3/12 1:46PM

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I was appalled by the way I was treated by Sears. I purchased a pair of faux leather leggings on a website that belonged to sears because sears is the only store that carries the Kardashian line. I purchased the item on Nov. 20 because I needed those leggings for personal reason for a specific day. I decided to call and check status because I never received confirmation or tracking number. I was told by the representative that my order was being processed and that I would receive my item by the Nov. 29. The item didn't arrive, so I called them back and they told me that the item was shipped to the store. I told them that item should've been shipped to my house so they gave me the number to contact the store. I called the store and the store referred me back to sears internet. I called back and the representative told me that they had already delivered them to me, which I didn't receive. I told her I never received the item so she launched an investigation on 11/30. I was suppose to have been contacted by email or a phone call, I received neither so I called back on 12/2 and the first representative that helped me hung up on me, so I called back and the representative told me once again that the pants were at the sears store in Mcallen ready for me to pick up. I told her those pants should've been delivered to my door and not the store. I then told her this is such and inconvenience to me and that I wanted those pants delivered to my door by 12/3. I then thought about it and I told her better yet Sears should deliver those pants by tomorrow and refund my money for those pants for all the hassle and inconvenience. She placed me on hold and shortly came back to tell me that she couldn't give me those pants that cost $16.00 what she could do is place another order for me. I then told her would you deal with a company that treats you like that they are willing to lose a customer that has shopped at sears for appliances,baby furniture,clothes,shoes etc. for many years for a pair of pants. I am in dismay that Sears would ever treat their customers in this manner. I will never ever shop at Sears again. I will also comment on this on facebook and all over the internet as well. I work at a hospital where I have heard my coworkers mention that they buy all their appliances at Sears be sure that many people will find out about this. You have lost a very loyal customer over a pair of pants.

SINCERELY AN EX LOYAL CUSTOMER OF SEARS......

texassandra2005@aol.com 12/2/12 9:19AM

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I had a refrigerator deleived in August, 2012. It was scratched on the front. Initially I asked for a new one, but the delivery guys were so unpleasant and made me feel as though I was asking for too much. So after speaking with a Sears rep, from the delivery man's phone in my driveway, I agreed to a $160.00 credit on my Sears card if I would keep the fridge. I did not opt for a gift card. I have since spoken with five Sears employees in Customer Relations regarding the credit that has yet to be applied to my account. The follow through by Sears employees in nonexistent. It is disgraceful how they treat customers.

anne 11/28/12 6:36PM

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I bought and paid cash for a beautful california king brooklym Pillow top mattress and box springs, paid $3062.16 on 4 November 2012 with a delivery date set up for 17 November 2012. On 17 November, the mattress ONLY was brought to my house, which I was told by the delivery men (one with a broken arm with a full cask from shoulder to hand) that they forgot to put the box springs into the truck so off they went. No mattress or box springs. Reset a delivery date for for 21 November, get a automated phone call on 20 November saying my baed will be delivery tomorrow the 21st and I will be getting a call within a few hours to tell me the times. I get that call, telling me my bed will be delivered between 3:15 and 5:15 on the 21st. Guess what, I take the afternoon off off work, I get another call just before lunch that day telling me the delivery has been delayed to call 1-800-732-7747, which I call. Made yet another delivery date, 21 November, same thing happens AGAIN. I also went to the store I bought it from, spoke with the store manager. Make yet another delivery date, 24 November, happens for the THIRD time. Go to the store again, spoke to the same store manager. I am willing, like a fool, to reschedule one more time for today, 28 November. Go through the whole thing again, a recording calls me yesterday evening around 5:00 P.M. telling me that 3 pieces, 1 cal. king mattress and 2 box springs will be delivered to my home today and that I will be getting a call later to inform of the time of delivery. I get a call before I go to bed (delivery will be between 9:15 and 11:15 A.M.) and I'm thinking, cool, finally, I will be getting my beautiful new bed. My husband takes the morning off work to be at the house. I go off to work, a get a call at 8:30 this morning informing me that my delivery has been cancelled to call 1-888-567-3452 to reschuedule. Not on your live I will. I went to the Sears store during my lunch. I asked for a full refund. Which the clerk was helpful with that. Never again will I buy anything I cannot carry out of the store over my arm from Sears. This 1-800 number I was always told to call was answered by a woman by the name of Katy I couldn't understand and was hung up on when I requested to speak with a supervisor. Unbelieveable how rude Sears customer service are. If I did at my work I would e fired on the spot!

ANGRY 11/28/12 12:34PM

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I recently participated in the black fri door busters for the first time and had a experience that was to say the least was not pleasant. Not because of lines and waiting but because of false advertising! Sears had ads for 8:00pm thanksgiving day door busters and 4 am black fri deals. I picked my items a 32" tv for $97 and a and a 50" for $299 and a craftman garage door opener.I then began my long wait for the 8pm deal at my sears home store in Belton Mo. I was # 2 out of about 40 waiting in anticipation. When 8:00 hit, there was no opening or any activity inside. Someone notice a sign saying will not open till blk fri. With disappointment everyone still decided to stay and wait for the 4am with the assumption that sears would honor the 8pm deal since they chose not to open. So from 6:30 to 4am myself and about 40 others wait with the no doubt that a reputable name like sears would honor their ads. At opening we were informed that the 8pm deals were for thurs when they did not open. To say the least people were angry and feeling defeated after a long wait in freezing cold for nothing. Your ads do not say only at participating locations but only where law permits. I know for a fact the law permits early openings in belton. That is false advertising. I work for part of the ascena retail group and can only imagine what kind of impact this type of mistake could do to a company. You cannot have people running home store with sears name if they cannot uphold the standards for which sears has built its name. I am unsure of my next step in this complaint, but it has not ended and I expect action to be taken to resolve my individual issue and any future issue with myself or others.

Anonymous 11/23/12 8:28PM

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Sears customer is deporable. Onhold for thirty minutes by someone who did not understand me nor did I definitelhy understand her Even in being transferred to a SUPERVISOR did not help. She sounded like she just returned from lunch, since I has beeng waiting from 11:20 to 11:55.
Initially my repair dated given was to wait for seven day for refrigerator repair.We finall got someone for today for 2:00 p.m No deadline.

panthrzeye9@aol.com 11/23/12 1:44PM

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Sears repair /service representatives in New York are very rude o their customers. Some of them do hang up the phones on the customers. To get an appointment for repair or service takes weeks for a technician to be sent to the customer's house which is ridiculous.

Hak228 11/20/12 6:39PM

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I had a gift card for Sears and went to the Avon, IN store to buy a replacement work light for my workbench. Although the store was aesthetically pleasing, that was the only positive thing I can say about my shopping experience. No one asked if they could help me. When I found the work lights, there was only one of the kind I wanted and it was bent. I decided to pick the next higher-priced model, which was in a crushed box. I took out the light to ensure it was in good condition, noted the price on the box and went to the cashier to pay for it. After waiting for a couple of minutes, someone came to the cash register to wait on me. The item rang up several dollars more than the price noted on the display; when I mentioned this to the cashier, he went back to verify the price, came back, said nothing and then corrected the price and took my gift card in payment. I taught customer service techniques for many years and must say that all the negative actions that I talk about in training were demonstrated in that one transaction.
Tonight I saw on the national news that an adjustable wrench designed, developed and made in the USA and exclusively sold by Sears until this year has been replaced by one selling for the same price that is made in China. Because of this, 31 employees in the American plant have been laid off. Poor judgment, Sears. Not only have I seen Sears demonstrate inferior customer service, but also I've now seen Sears failure to support "made in America". I have a small amount of money left on my Sears gift card, but have decided that I no longer want to do business with Sears or its affiliates and will give the card to someone who doesn't mind inferior customer service. As for me, I will spend my money at Sear's competitors' stores where I'm greeted at the door, ask me if they can be of service, and sell American whenever possible.

Anonymous 11/14/12 5:21PM

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I was in the Sears Alpharetta store in Atlanta,Ga. and was assisted by the most helpful young lady. Her name is Layana George and I wanted to tell Sears management of how she went above and beyond to handle my needs. Wish there were more of her in department stores.

Mrs Stewart 11/12/12 2:23PM

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Customer service representatives are jerks. First I got someone on the phone who barely spoke English (call probably routed outside the US). Like the first rep, I had to be transferred. The third rep., the jerk, resolved my problem by hanging up. Hung up! Can you get to that? After paying my hard earned money for a major appliance and not being totally satisfied with the delivery process, this jerk hung up. I know at least two dozen people who would love to have that job. Corporate better get a handle on who they hire. Customer Service training should be next on the list. Had stopped shopping at Sears, decided to go back, and look what happened.

Anonymous 11/9/12 8:49PM

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Customer service representative (on-line order) was rude. Spoke to me as though he were reprimanding a child - "you listen to me." I merely wanted assistance with a problem encountered with the delivery of a stove (I have purchased $4,000 in appliances within the past three weeks). When I asked if he could assist me with resolving my problem, he hung up. I have worked with the public for over 42 years and was perplexed by the attitude of this individual. With the number of perope out of work, I am sure there is someone who could fill the shoes of this jerk. If this is the best Sears has to offer, in terms of employees, we all all screwed. I had to call my salesperson to get the advice I needed to resolve my problem. Rest assured, this is not the first time this employee has pulled this stunt and it will not be the last time. If this is the way Sears allowed their employees to treat paying customers, I surprised they have not gone out-of-business years ago.

Anonymous 11/9/12 8:40PM

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Worst service ever! I was just told by a customer solutions specialist that they have no manager. Was spoken to like a child and hung up on. I paid serious money for a service contract and have received anything but service! Never again!

NeverBuySearsAgain 11/8/12 1:48PM

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I am very frustrated with the responses I have gotten in an attempt to trouble shoot a problem with my kenmore electric stove model 790; all anyone wants to do is send a service person to my house for 75.00. I go online and do a google search and find out that there is a common problem with a clock/timer switch and suggestions on repair from 3rd party vendors but no one from Sears will try and help me unless I first pay them 75.00 to come to my house.I've always had good experiences with kenmore appliances in the past,
but it seems that in this new disposable culture that you don't stand behind your products anymore.

Anonymous 10/27/12 8:40AM

I have always had both wonderful and quick service from Sears Blue Team.

HOWEVER, I called to get a quote to disconnect my Kenmore Elite washer, dryer and refrigerator and was given a quote of over $575 for disconnect and the same amount on the reconnect! I could buy new appliances for that! That is absolutely ridiculous and that alone would keep me from buying Sears appliances in the future.

CCarrillo 10/26/12 10:02AM

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(see previous comment)
Mr. Sears CEO, do you read these complaints and take steps to resolve them? Or do you just blow us off as whiners because we actually expect our appliances to work and we expect Customer Service to treat us as something other than morons?
If that's the case, you have the wrong job.

Screwed 10/23/12 4:17PM

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Kenmore Bottom Freezer Refrigerator, Model 79571309012,
purchased 04/11/2011. During the first year, the ice-maker, both French door gaskets, upper latches, and freezer pull-out drawer runners had to be replaced (under warranty). Shortly after that, the freezer fan froze up when the fan temperature control sensor failed. $216 for repairs. It was time to buy the extended warranty! This unit has been the noisiest refrigerator we've ever owned. House guests invariably ask, "What's that noise?" Sears Customer Service tells us, "Well, you know you have a high efficiency refrigerator!" Say what??! The average person would think that "high efficiency" means that the compressor works less, not more! Mr. Serviceman tells us, "You probably leave the refrigerator doors open." We've been Sears appliance buyers for fifty years. Not sure If I'll buy from them again. Mr. Sears CEO, if this is an indicator of things to come from Sears, then some day you'll be selling nothing but imported Craftsman tools.

Screwed 10/21/12 7:50AM

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i have a washer that i purchased from sears. The warranty is supposed to be good till next month. My washer broke down 24 days ago. Since then i have had 4 different repair appointments & 2 different techs. The 1st appointment, the tech said he could not fix the washer because he needed to order a new backplate (washer's computer). After the part arrived at my house days later, i had to make a 2nd appointment, the tech could not fix it because he had to break the faceplate to get to the backplate. he had to order a new faceplate which i had to pay $177.12 out of pocket. when that came, i had to make a 3rd appointment. the tech said he could not fix it because the backplate ordered was wrong. after that arrived, i made a 4th appointment. the guy said he fixed it. the washer does not turn & stops before a cycle ends. now i have a 5th appointment in 3 days. I have spent over $80 at the laundrymat. and 2 out of the 4 times the techs are late and dont even call to let me know.

Raquelibarra56 9/26/12 5:24PM

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I have been a Sears customer since 1966. I recently purchased a billiard table online (9-7-12), and received a confirmation for delivery to be 9-18-12, and that I would be contacted by an installer on 9-14-12. An installer called me on 9-12-12 and asked if the table had been delivered and that she would make arrangements to install once it was delivered. On the 15th I received a call from the local Sears appliance dept. asking if I was satisfied with the delivery/pickup of my new appliance, and I explained that I ordered a Billiard table and that it wasn't yet delivered. Was given the name Mark at the Enfield Sears and the store number and told to call if there was any problem with delivery. I wrote to customer service that same day via email regarding the confusion at Sears, and received an apology and email stating my order was in processing and scheduled to be installed on 9-18 as originally stated, and given the number for your installation dept. which I called on the 17th (today) at 5 PM and was told someone would call this evening with a time for delivery and install. When I returned home at 8 pm and hadn't received a call I called the installer whose name and number I was given and he told me he only installed and his agreement with Sears was only to install not to pickup and deliver items. I called the install dept. number again several times, and the customer service number also, and was told they would make a report and promised someone would contact me before 11 pm tonight. It is now 10:45 pm and still not answer. What is the problem. I need this item to be delivered and installed as promised tomorrow as I have made arrangements to take the day off so I could be here. I need an answer. The runaround is getting old and not at all acceptable. Is this how you treat your loyal customers?

Jsheridan4@cox.net 9/17/12 7:46PM

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My customer service at ross park mall tod aywas the worst i have EVER encountered i would love to tell you about it but i am not able to do so in this amount of space i did try and call and spoke with a girl who name was annie i believe i made her aware of how upset i was and she connected me to someone voice mail SEARS you need to train your people in customer service all it would have taken was someone to care i was given bad info and find the store that had the item they did not steve was the associate joyce was the manager and ethan was the associate who gave me the bad info LAST listen apolgize solve thank customer service 101 you need to use it

Anonymous 9/13/12 2:51PM

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I hired Sears in July to do a total bathroom remodel. From the beginning it was a total joke. It is now Sept and still no bathroom. I was never given a breakdown of the costs until I asked for it. The prices I was quoted and finally given did not match. I was told I was getting all these discounts, but that did not happen. I was given an install date which changed three times. I was told the installers would be here by 7AM and that didn't happen. These people lie and tell you whatever they want to tell you. They are rude and I would never buy anthing else from this company again. I am still waiting for the installers to arrive.

PI 9/12/12 5:24AM

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Sears quality,product and service. My out look on Sears goes back about two years. My wife and kids bought me a sears 32cc weed tool the only use I have for it is our own yard we don't use it for commerical use. This summer the pull string started to hang up and finally would not pull at all. I tore itdown to find the roller bushing was made out of plastic causing the pull string to cut into the roller. This in turn cuased the spring to come out of line which would require the purchased of a complete head assembly, which was close to what the unit was bought for. I ended setting it out to the curb for recycle. This year Sears ran a add for appliances"This is you wake up call" stating noboby beat Sears prices. we needed a new Refrig.and starting to shop around a local Maytag shop was about $40.00 higher but could not deliver for about two weeks. we stop at sears for a 32ci frigeadair about the same price the only thing holding the purchase back was the sales person would not include the ice maker. wanted $50.00 more. sales persons stated "The price was a set price" I ask to speak to someone who could auth it, The sale person stated"there was no one who could change the price" I replied you know there is a ABC less than 500Yards
behind sears. The sales pearson stated the price was firm I went to ABC purchased a Maytag 32ci about $60.00 cheaper and the ice maker was thrown in.
Togay I went to replace two deep socket a 7/8 deep 1/2 drive impact socket and a 3/8 drive deep 7/8 crome socket.
Sears had moved all socket to a bottom display hard to rear and unorganized. I mention this to the sales person who had little concern about the product condition. I can say I purchased very little from Sears. Your refund policy is a all or nothing in store refund,product quality lacks and so a shopper will look elsewhere. I one time any thing you bought from sears was backed a 100% the product and name spoke for it's self.
14mile Madison Ht's sears "This is your wakeup calling"

Mike

Mike 9/6/12 8:45PM

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I purchased a refrigerator for my 84 yr old mother and requested that it be delivered on 9/1/12. The timeframe for delivery was 8:45 A.M.-10:00 A.M. The delivery people showed up at 8:10 a.m. and was VERY RUDE! They did not allow her to clean up the area where the old refrigerator was. This is unexceptable!!!!! Also the way they talk to a 84 years old women (my mother) was very, I mean very disrespectful!!!!! Any respectable person would allow anyone to clean up the area. They did not explain even how to use the refrigerator or when to change the filters. I tried calling the customer service for the delivery dept. and was given the runaround! I was not allowed to speak with a supervisor. The number I called was 18007327747, Brooks was the lady I talk too, if she gave me her correct name.She transfer me to several employee's, Sherry, Marvin the warehouse personnel, but never a manager that I requested. I finally got a manger name from her John, she said she could not give a last name and that I would have to wait to talk with him, because he was busy with other customer. I never talk with John and he never gave me a call back. I have enjoyed buying items from Sears, but never again. I will find other company to buy from, no one likes poor customer service!!!!!!! Especially to a 84 years MOTHER that for years brought clothing for her kids, grandchildrens, and all of her appliances from Sears. NEVER AGAIN!

George Richardson 9/1/12 10:14AM

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I have always bought SEARs appliances because my parents had always bought them and sears had always stood behind their products. I'v also bought the extened warranties each year for dryer,washers,and microwaves. T'v never had a problem, they came out and fixed whatever was wrong. But this time my Whirlpool washer that i had paid for warranties for year after year had the transmission go out. When I called for and appointment because my warranty was about to be up, we set an appointment because I stated that it was smelling like it was burning and oil was underneath the washer on the floor.The tech said the smell was probably from the trans running dry from the loss of gear oil. So he replaced the part, everything was good. A month later same problem, was a defective part, which I didn't know they use recond. parts so a tech came out today,replaced same part again and said oh the burning smell is not from that part but the motor itself so you;ll need to pay 400.00 dollars for that. So I got on the phone and said it should have been diagnosed the very first time when I said it smelled like something was burning. So after making multiple phone calls I've gotten nowhere yet.I am very disappointed with sears right now. I could totally understand if I hadn't mention the burning smell when the first tech was out, but then to have 3 appt. cancelled because they were afternoon appts. and the tech always seemed to get stuck at other service calls and me having to wait around allday to find out no one was coming, and now to have to deal with sears not wanting to cover the just seems like it is not worth buying these warranties anymore.If anything changes and the motor gets fixed under the warranty I had I will post it./

LKelley 8/14/12 12:55PM

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Hi,
I had a flat tire in Elizabethtown KY on my way to Florida. We went to the Sears automotive there who replaced my tire. Since then the flat tire sensor is on all the time. I went to Sears in Bloomingdale IL and they won't fix it, they tell me I need to go to the dealer. Do they think that I am stupid enough to believe that it is a coincidence that the sensor happened to break when they changed my tire?
Thanks Susan Smith

Susan Smith 7/30/12 6:54AM