Sears canceled my service appointment for a repair on 8/06/08. I provided two phone numbers for Sears to call and had someone waiting for the tech. The best date they can provide at this point is 08/09/08. The tech claims he reached a fax line, which I do not have a fax line. Sears did little to try to come out earlier at this point. As a result, my family will not have HOT WATER for a week.

On 3/29/08 we received an email notice from Sears of a limited online VIP sale. It had online only specials which started Sunday at 6PM. Since we were in the market for a new refrigerator we attempted to purchase one online using this sale. We tried over and over to get the sale to go through on a 22.4 cu. ft. Trio French Door Bottom Freezer Refrigerator. Our order summary came through showing this was $988.10 with $65.00 for delivery. This was also supposed to be 12 months no interest on our Sears card. When we attempted the checkout, we couldn't get past the delivery address page. So I called their customer service. They weren't able to get the sale to go through either! The young woman put me on hold to speak to her team. When she returned she said no one could figure it out; but, they'd called a supervisor at home who would be in in two days and she would complete the sale for us. I should call back then and ask for the supervisor. When I did so I was told in no uncertain terms that they had absolutely no idea what I was talking about! So I sent a complaint to Sears via email. The big information they returned was that Sears doesn't deliver to the address provided! No one could tell me this Sunday night??!! So, just get in touch with one of our stores - which of course wouldn't honor the sales deal since it was past the date! So, I contacted them via email AGAIN specifically asking why neither the computer program NOR their customer service people could tell me that was the problem! All I got back was Thanks for the feedback and it will help them improve their service. I can't get anyone to honor the terms of the sales event and get this refrigerator! It's like they don't care that I wanted to buy a $1, 000 refrigerator from their business. I believe they should have contacted me ASAP with information in writing to allow me to complete the same purchase and pick up the refrigerator at the store. But I can't get anyone to even answer that part of my complaint. I hope this reaches the right ears. I was going to contact the company president then found out they can't get anyone to take the job! I wonder why!

I purchased a new front load washing machine with the extended warranty from Sears in 2006. The knob broke off of the machine in July of 2008, while it was still covered by the warranty. I called to make a service appointment and was told that they could only give me a service time window of 8 am to 5 pm. The technician arrived at 3 pm the day of service and was unable to fix the machine. He ordered a part, which was delivered to my house the day before the follow-up service call. The part we received was obviously the incorrect part, so I called Sears to alert them and possible save myself the day (they would only give me an 8 am to 5 pm window again.) During my first phone call, I was told that the parts department would call me. They never did. The day of the appointment, I called again and was told the technician would call me. He never did. On the third phone call, I was allegedly transfered to the Escalation department, where they put me on hold and allegedly called the technician. They claim to have talked to the technician and he promised he would fix it today, no matter what. He got here at 2 pm and could not fix the washing machine because he had the wrong part. He claimed that no on ever contacted him to tell him I was concerned about having the wrong part. Now they are telling me that they can only give me another 8 am to 5 pm service window, but maybe they could do it on a Saturday so I can stop using vacation time to get this resolved. BUT, they would not make the appointment today because the technician had not resolved my case. I paid good money for an extended warranty and Sears has not honored it. Not only that, but by only providing an EIGHT HOUR service window, they have caused me to take two days of vacation time. I make $43 an hour at my job and have already had to take 16 hours off, losing $688, almost the cost of the washing machine. Now Sears wants me to take another day off, which would be an additional $344, the cost of the warranty. This is horrible customer service and I wonder at its legality. Just because Sears is a big business, that does not mean they should get to treat paying customers this way!

I purchased a Frigidaire 19.53 cu ft Commercial Refrigerator directly through sears.com on May 28th with an expected delivery date of June 9th. Come the 9th I receive no refrigerator delivery or phone call to reschedule. I call Sears home delivery on the 11th and they inform me that it will be delivered on the 12th between 10am and 12pm. At 11am on the 12th a man contracted by sears for installation shows up but no refrigerator. I contact sears and they inform me that the refrigerator is at the dock waiting for a work order for the delivery. I'm told that some new procedures were put in place that were not done by customer service for my order and that is why my refrigerator was not being delivered. I find out this internal error on their part after calling 4 different 800 numbers that sears customer service reps had kept redirecting me to. Not only were the customer service reps rude and short with me, they did not seem to know very much about anything besides setting a date for delivery. A total of 3 delivery dates were scheduled and broken without explanation. Finally almost 2 weeks from the original delivery date (3 weeks since I placed my order) I receive my refrigerator. I loaded the refrigerator the same day with some beverages, not even filling the refrigerator to half its capasity the shelving callapses(keep in mind its a commercial refrigerator meant to hold more than 2 cases of pop on each shelf). Glass bottles, beer and cans of pop were broken and spilled not only within the refrigerator but pushed the door open and spilled onto the kitchen floor. I figured out the brackets that hold the shelves up where installed improperly by Sears and were at an angle causing the shelves to not hold the weight they were meant to. Again I attempt to call sears and have this situation rectified and found myself to be instructed to call a different 800 number for sears' many departments. Customer service told me to call sears.com, sears.com told me to call exchange dept, exchange dept told me to call warranty dept, warranty dept told me to call sears.com. It was a never ending cycle of miscommunication on Sears' part within their departments and countless useless 800 numbers. Finally after reaching a supervisor I was told an exchange would be made in 7 days and they offered me a $50 sears gift card to make up for the damages and lost alcohol and beverages in the improperly installed refrigerator. Like I ever want to purchase ANYTHING from that run down, practically a thrift shop store again. The refrigerator was only $100 less than ABT electronics, but if I would have known then what I have experienced with Sears I would have paid $1, 000 more to avoid Sears.

Here's a copy of the letter I sent to Sears. It tells the story:

On Saturday, June 7, I ordered a Samsung front-load washer and matching dryer, and had it set up to be delivered on Saturday June 14. I received a call on Friday June 13th, and was told the appliances would be delivered on Saturday between 3:15 and 5:15 p.m. I was called at 5:00, and told that the delivery team was running about an hour behind. At 7:15 I hadn't heard from anyone, and called to ask what was going on. I was told that they were just running late, and would be there later. At 9:45, I still hadn't heard from anyone, so I called again, and again was told that the appliances would still be delivered that night. At 10:30, I called again, and was told again that they were still coming. I asked for a supervisor, and was finally told that the delivery team had gone home, and that I would have to reschedule. I was told that someone would call me as soon as possible to reschedule. About 1:00 Sunday afternoon, I still hadn't heard from anyone, so I called again. I was told that the appliances couldn't be delivered on Sunday, because the trucks had already been loaded and had left to make their scheduled deliveries. (Wouldn't my appliances have been on a truck from the previous day already?)I had already disconnected my old appliances, and had removed the power cord and vent hose from the dryer in anticipation of the delivery. I told the person I talked to that it was imperative that the appliances be delivered on Monday after 6:00 p.m., when I would be getting home from work. I received a call later and was told that the delivery would be made between 2:00 and 4:00. I called back and told them that no one would be home at that time, and it had to be delivered after 6:00. I was told that you couldn't move merchandise after 5:00.

I am terribly disappointed in the discourtesy of your team. I was promised delivery on Saturday five times by your representatives. The only time on Saturday that your representatives initiated a call was at 5:00 to tell me that they would be an hour late. I am terribly aggravated by the inconvenience caused by your staff's failure to meet what should be minimal customer expectations.

Of course, I am canceling this order, and will spend $2, 000 with one of your competitors instead.

I am disgusted with your company.