After two years of saving, I purchased a new Kenmore Elite double oven. Six month's after purchasing the stove went into "Sabbath" mode I called customer service and they walked me through the process to re-set the oven. (The oven will not turn on while in Sabbath mode) Eight months in I called customer service again because the oven continued to go into Sabbath mode. They sent out a repair man who said we were causing it to go into this mode, showed us again how to re-set it and left. We continued to re-set it over the next few months. We had not purchased the extended warranty, so of course on no less then the 366th day, the front panel started flashing all kinds of errors and finally completely shut off. I called Sears, they informed me I was out of warranty. I spoke to the local store, customer service in god knows where. I was verbally insulted by a customer service rep who barely spoke english and the bottom line was, they were not responsible and the problem was mine. I called out a new service rep from an unaffiliated company and they informed me the "Mother Board" had gone bad and it would be $450.00 to replace. It took me 2 years to save to buy the stove, I certainly didn't have $450.00 to fix the stove. I found a used stove for $100.00 on Craigslist and my new stove now sits in the garage collecting dust. I had done my do-diligence, but Sears saw it as my problem, not theirs. Sears has lost a life time customer, but I still got the short end of the stick.

I purchased a Kenmore Refrigerator from a Sears store in Atlanta in 2000. Since that time, my refrigerator has gone out twice. I have a service contract with Sears so I called to have my refrigerator repaired on August 25, 2008. A repairman came out to my house on August 27, 2008 and after taking it apart, he determined that the refrigerator needed to be replaced and that I would be receiving $125.00 credit for the food that had gone bad. The repairman told my husband that we should be hearing from some one within 48 hours with information regarding the replacement refrigerator. The 48 hours passed and no one called me so I called the service center. A lady named Laura answered and told me that the delay was probably due to the Labor Day holiday and the office being closed and that someone should call me the following day. The next day came and I still did not receive a call. I called the service department again and talked to another young lady that said she would transfer me to someone that could help me, she did and no one ever came on the line and eventually the call was disconnected. I called back AGAIN and talked to Bob who assured me that he would leave notes on my account and make sure that some one contacted me. No one called the following day so I called back and talked to Beth. Beth didn't know what to tell me, she just tried to transfer me to another department. When no one answered the line she was trying to transfer me to, I asked to speak to a manager. Beth refused to get a manager on the line and insisted on trying to transfer me again. When I told her I didn't want to be transferred and that I just wanted to speak to a manger she finally agreed and told me to please hold and then the line was disconnected. On the 3rd of September, I called the service center again and talked to another Bob who told me that there was nothing he could do because the people that I needed to talk to were gone for the day and I would have to call back between 8 and 4 tomorrow. (09/05/08). Each time I have called (7 times) I have spoken with a different rep and had to give ALL of my information over again and no one ever calls me back with an update. Since my refrigerator has gone out we have basically been eating out of an ice chest and buying fast food. If this matter had been taken care of in the 48 hours that was promised, then this would not have been as much of an inconvenience but it has been nearly two weeks now and my food bill for the day-to-day shopping and the eating out is ridiculous.

Ever since the repairman took apart my icemaker there has been a slow leak coming from behind my refrigerator, the vinyl in the kitchen is starting to ripple and my carpet behind the fridge is soaked. I need to know when my refrigerator is going to be replaced and how they are going to handle the damage done to my kitchen floor and carpet.

Prior to this incident I was considering replacing my stove and dishwasher with updated appliances (including service warranty) from Sears, but after this experience, I wouldn't recommend Sears to an enemy. This is the worst in customer service I have ever received and I am very disappointed in the level of service this company has offered me.

First: Both my dishwasher and clothes dryer broke at the same time. Since I bought them at Sear's, I decided to see if they could fix them. They informed me that it costs $75.00 for them to walk through the door, and since it was TWO appliances they wanted to make TWO appointments, presumably to rip me off of $75.00.

Then the representative informed me that my dryer was still under the extended warranty I had purchased. I decided to go ahead and make the service appointment for the dryer only. I was informed I had to wait 12 days. Ridiculous. The appointment was set between 8am and 12pm on January 3rd. I called several times before that date to tell them I had to leave my house at 12 and needed the repairman to come before that time. By 11:30 no one showed up. I called Sears, got a supervisor, and told them if they couldn't come at the appointed time, they would need to come after 1:00 as I had to go out for an hour. I was told that they would get here when they got here, and if I wasn't home I'd have to make another appointment (and presumably wait 12 more days). It is now 1:30 and they still aren't here.