I have a service agreement with sears for my ac July 2 service agent advised needing new parts (2) and the parts will be delivered to the home and a technician will be back on 7-18 parts did not arrive when told called sears that's when I was told parts on back order will reorder parts arrived a week later called told them parts have arrived I was told a service technician will be out to do the work on 7-24 I have this also in email well a representative called 7-24 to ask if parts arrived I explained yes and I'm waiting on the technician to come and ask her if she can hold the line for a minute I have turn the stove off, she said yes sure, not more than twenty seconds later I came back to phone she had hung up so I called back explained the situation to the representative at this point I was told someone will be calling you back today no one called it was five hours later no technician had showed up and no phone called received so I called sears again explained the situation to another representative which stated for the repairs a service technician was never ordered to come to your house today and we sorry for the error and we will call you back and tell you when a technician can come to do the repairs I have not heard from sears so once again I called them to see when the service will be done the representative said maybe Monday 7-28 because a three hour job.

All the contacting have been done by me to call sears to keep hearing the excuses for delays in parts and in service repairs it will be 30 days by Monday of going around and around and around and around with sears for this repair

Bought a bad expensive refrig. Called for service, 4 times. Finally requested another model. They refused. Said I was complaining on day 93, I had 90 days to get replacement. I have talked to at least 20 people, they all say sorry. I am not through just backing up to refocus. You cannot speak with anyone that has authority to resolve issues. The reps I talked to just have a license to follow guidelines although they say they can do anything and authorize anything. Sears and their service has gone the way of too many large companies. They don't care about the customer, just profit.

Sears charged my credit card $275.00 to fix an ice maker in my refrigerator. They come from 8-5 & you need to wait 10-14 days. First repair man put a new part in and it worked for less than 24 hrs. Called Sears repair and they said I had to wait 3 days and call back -their policy. Did that, second repair man came 10 days later said he fixed it and it never made one ice cube. Called for third time-sent a sr. tech. 10 days later-he was nasty, rude and spent over an hour. Said his testers said it was working and left. Also threatened a member of the family before leaving. Sears refuses to let me speak to a member of mgt. or supv. Don’t ever use Sears for repairs-it is a nightmare.

This is a major complaint that needs addressed because of the defect in your Kenmore Side by Side refrigerator continues to break. I purchased model 253.5466340A in Nov. of 2005. In Dec. 2006 the water arm paddle broke off when I pushed a glass against it. I was highly disappointed with the quality of the material used to make this piece, a cheap plastic. Since the 1 year warranty expired a month earlier, I had to pay $235.67 for parts and labour to fix it. But I thought OK now this should be good for 15 or 20 years. But I was wrong. In July of 2008 the exact same watering arm piece snapped off again and broke while someone was pressing against it with a glass to get water. This design must be defective, the materials used to make it sub par. You expect a major purchase like this to last years. I was hesitant to buy Kenmore because I didn't think it was known as a strong, dependable brand. However after visiting the store and talking with a salesman I was convinced otherwise and purchased a stove, dishwasher and refrigerator. I'm beginning to regret this. I'm in need of a washer & dryer and was considering shopping at Sears but my confidence is lacking. I cannot spend $235 every year to have this water arm replaced. Your company needs to come up with a new piece that can be installed so this won't happen again. I'm sure you have other complaints from people who have this model, I've read the blogs. This defect needs to be corrected. Please provide a solution to this problem that won't cost me additional monies out of pocket. If I spend $235 to fix this (only to have it break in a year again), it will nearly have cost half of what I paid for the refrigerator to begin with and it is only 3 years old. I would appreciate your immediate and thorough attention in solving this matter. Thank You.

Lousy Customer Service! My experience with Sears Store and their customer service is extremely negative. After ordering an item from the Waterloo, Iowa store I received extremely poor service after attempting to cancel a special order item that was not delivered to the store by the expected date. Workers at the store told us they would call to update us on the status of the order but failed to do so so we made other arrangements to get the desired item. We tried to cancel this order over the phone and were told we would have to drive to the store (one hour away) to do so. We asked to speak to someone who could help us with this issue and the associate hung up on us! That is not the way successful companies handle their customers. This item that is not in my possession has been charged to my credit card and the store is refusing to credit my account until I drive to their store-which is one hour away. There is something terribly wrong with that! If this is the way Sears treats all their customers, I'm surprised they have any business at all! We will definitely not be shopping there again and warn our friends of the way they treat shoppers!