Sears...what can one say? They seem to have good prices on their appliances and their service technicians promise nothing but the best, but what do you get? If you aren't careful, you get ripped off!

We called Sears for an estimate to repair the dishwasher purchased from them two years ago. We scheduled an appointment for Wednesday, which is the only day they come to our area. The repairman came and gave an estimate of $287 to repair the machine but informed us that the part had to be ordered. According to him, our options were: a. Choose to have the repair made. We call Sears to schedule it and the service charge for his visit that day will be deducted from the estimated price, or b. Choose to replace the dishwasher. We use the receipt and envelope he provides for $65 off a new one purchased from Sears. He said I had 2 weeks to make the decision, so I paid the $69.22 service charge.

Our research indicated that the repair option was best as the $65 could only be applied to an appliance costing much more. I scheduled the repair the next day and asked if the repairman would bring the part as it was not a part they carry in the truck. Customer service assured me he would.

The next Wednesday, two repairmen arrived...neither of whom was the person who had been here initially. They were unaware that we had already been given an estimate. They confirmed it on their computer and informed me that they did not have the part as it had not been ordered and I would have to pay for it to be shipped directly to my home. Another appointment would be scheduled for installation the next week. I inquired about the guarantee to deduct the $69.22 from the cost. They agreed this was correct but it was to be applied to the labor cost. My receipt shows that the balance owed when they returned to install the part would be $71.12. I paid $140.81 for the part.

The part arrived in the mail within a few days, but the man who came to install it was not one of the previous three. He installed the part and attempted to use his laptop computer to print the receipt, but claimed his computer had no reception in the house so he went outside to his truck to charge my Discover card and print the receipt. I followed him and signed the receipt outside.

After he left, I discovered I had paid $149.33. He had not deducted the $69.22 from the charge. I called the phone number on the receipt but was told that I had been charged correctly and nothing could be done. I asked to speak to someone else and was transferred from one person to another often being put on hold for up to 20 minutes at a time. Finally I was told that a message was left for the billing department and they would call me back.

I waited six days for that call and none came, so I called again and got the same run around. I am unsure how many calls I made because for some reason I kept getting mysteriously disconnected. I had to go back over the same questions with whomever answered each call. Eventually I was transferred to someone who seemed very understanding. She agreed that I was correct and promised a credit would be applied to my Discover card and a customer service person would call within 24 hours to tell me when the credit would appear.

After two weeks, there has been no call and no credit. I called again and asked to speak to the last person who spoke to me. The standard answer was given that they have no way of knowing who it was, despite the fact that the one "understanding" person claimed to be able to trace back all the calls I had made. (Maybe I was transferred to the "patronizing department.") I asked once again to speak to A & E Services (the people who actually do the repairs) but was told that I was already speaking to them. I asked again to be transferred to a supervisor. Instead I was put on hold for over 20 minutes. When a new voice answered, I had to go through the whole list again of my phone number, name and address and problem. This person put me on hold and eventually came back to tell me that she "tried to contact the billing department but they weren't answering their phone, so (she) left a message for them to call me." I am not holding my breath.

I looked on line for a place to direct my complaint and found that there were innumerable complaints similar to mine. One person told that he received his $69 back after filing a complaint with his state attorney general. I am following his lead.

I anticipated a pleasant day at Sears in Laguna Hills, but a rude employee threatened to call the "security" police because I had my sweet Golden Retriever with me. After walking past several registers and buying my $300 vacuum, a "Brand Central Lead" manager began yelling at me to leave. His rude voice echoed throughout the department. Although I was willing to leave, I wanted to explain how embarrassed I was by his loud and aggressive accusations. That was when he threatened to call "Police Security" and leaped for a phone.

It's disappointing that Sears would approve of such customer treatment. If this is their standard of conduct, I won't return.

I purchased my Sears Kenmore Elite Side by Side Refrigerator in 2002 model number 52609100. This side by side refrigerator has had continuous maintenance problems. Don't buy one even if it is a newer model. The elite side by side is should be considered a lemon.

Beginning when the refrigerator was only 2 years old the freezer just stopped freezing. As I opened the door and noticed water in the bottom from all the melted ice I began to realize everything was melting. I called and purchased a warranty but it took Sears 5 days to send someone out to repair the refrigerator. The repair person was well aware of the problem and fixed in by replacing a part and in and out of my house in under 10 minutes.

That was only the beginning. Next the ice maker just stopped making ice another service call. The handle of the front of the door fell off. Another service call. The lights quit working and would not work even by replacing the bulbs... another service call. Ice maker quit working yet again. As I began researching different websites I learned that many of the these problems especially the first problem where the freezer stops working is common. It appears not only in my 2002 model but also in more recent models as late as 2006.

Sears will not replace the refrigerator under the warranty program unless you have more than 4 service issues in 12 months. So your stuck with an unreliable refrigerator. Most of us just take it for granted that our refrigerator is going to be working every day. My last Sears Kenmore refrigerator was over 15 years old with never not one single repair issue. This new refrigerator is definitely a problem.

The only salvation for this situation is to continue to purchase the Sears home maintenance warranty package so that they continue to fix these problems. Seems to me they should recall the parts with problems and fix it for free. Making me purchase their service package to continuously fix their lemon is not just not right.

It is terribly inconvenient. I would not recommend anyone purchasing a Kenmore refrigerator of any make or model after this experience.

Have a problem with my microwave 3yrs old as well the dishwasher and the stove I purchased from sears at the same time their Elite line. called to have my microwave fixed it gave me a E-9 code servicemen had no idea what was wrong so he called his help line they said it was a inverter and it would cost $375.00 and a vent grill for $85 called some one else for second opinion test show it is a bad megatron covered by sears for 5 years much more to this story! Sears survive is a Scam !!

Looking for $10k worth of appliances, Refrigerator, oven, cooktop, microwave, & dishwasher...All at 15% off... nobody to help me at 8:00 pm at the Willowbrook Mall Location on 7/2/08... Waited to 9PM and nobody was willing to help us... They were all to busy!!! Then they went out the door... We are going somewhere else where the company will appreciate our business...

Hello PC Richard!!!

Goodbye Sears, never again will I shop there!!!