On April 13th, I dropped off my Craftsman model weedeater to have the trigger replaced. It took me almost 10 minutes before anyone even came over to help me, which should have been my first sign to run out the door. Once someone finally came to help me I told them what was wrong with the weedeater and the work I wanted done. They could not find my name in the system until they looked me up at an old address (from 3 years ago) and did not update my new information. I was told I would have to pay a $30 service charge because the unit was no longer under warranty but that the $30 would be applied to any services. I asked the associate if he knew how much it would cost to replace the trigger and he told me they had no way of knowing but that I could set a limit on how much the service would cost so they couldn't do work without my authorization. I told him I wanted a $30 limit since I had already paid $30. He again said they would call me to get authorization and I asked him to make sure they call my new number so he put a note in the system. He told me the weedeater would be ready on 4/28/08 and they would call me when it was ready to pick up.

4/28/08 came by and I heard nothing from Sears. I called the Customer service number to check on the status of the repair and an Indian woman who I could barely understand could not find my information in the system. I finally gave her my phone number from 3 years and she was able to pull it up but she said it was still not in and could give me no explanation why.

On 5/1/08 I had to go to the Mall for another reason so I stopped into the store and asked about the status of my repair. The associate told me that it was still being worked on and would not be ready until 5/4/08. I again verified that they had my correct phone number in the system and talked to the manager to see if they could update the info since the lady on the phone had been unable to find me in the system. She said there was no way they could do that while the work order was open but assured me that they would call me at my current number and explained the weedeater was out because they had had to order the trigger. She told me it looked like it would be back to the store on 5/4/08 and gave me the number of the store to call to speak to someone who could tell me the status of my weedeater.

I still had not heard from Sears by 5/6/08 so I called the store to see if it was back. They associate who answered the phone said it was there and had been there since Sunday. I asked her why I had not been called and she said she didn't know. I told her I would be in that evening to pick it up.

When I arrived at the store an associate came out and told me I had a balance to pay before I could get my weedeater. I asked him how much and he told me $60!!! I asked him how it could be so much, it was a broken trigger that should have cost, max, $40. I expressed my frustration that I had NEVER been called to authorize them to fix the weedeater at that price. He apologized and said he wasn't sure if they could do anything. My boyfriend and I told him we wanted to speak to the manager and he said he would get her. We waited for about 5 minutes and the associate came back and said the manager had told him that we had no choice, we could either pay the $60 and get our weedeater back or be out our $30 deposit and they would keep it. I again said I wanted to speak to the Manager as both choices were unacceptable and he said he would have her come over. When she came over we asked if she had remembered us from last time and she said she did. We explained how poor our customer service had been throughout the service period and the fact that no one had called us to authorize the repairs. All she would say is that we had the two above choices and there was nothing we could do about it. She kept telling us that either way we were out the $30, which we said we understood, but I kept trying to explain to her that I didn't think I should have to pay the $60 since it had not been authorized by me. She kept interrupting and saying either she couldn't do anything about it or that either way we were out the $30. I explained to her that I could get a brand new weedeater for $90, which is the same price as what I would be paying for my old one for the so-called service. I asked what had cost so much and she would not explain the charges, she would only say that the service was $60/hour. My boyfriend asked her if that was the standard rate and she said it was. I asked why I had not been told that when I had dropped it off, as I had asked the associate, and she said she didn't know why. I told her I was extremely unhappy and that I would never be a customer at sears again. She shrugged her shoulders at me! I asked for phone numbers of her manager so I could talk to them and she gave me a number so I could complain to the service but would not give me any numbers for Sears. My boyfriend suggested to her as a fellow retail employee that she should have her employees tell people the rates, especially when the know them, if they wanted to avoid these kinds of problems. She looked at him like he had a horn growing out of his head, said she there was nothing else she could do, and started to walk away. My boyfriend asked her if she would wait a minute so we could decide if we were going to pay the $60 or get a new one. She said she would and walked into the office.

After we walked over and looked at the weedeater's (and verifying that, in, fact, a new one does cost $90) I told him I had been insulted, by both the process and the manager, that I was not giving Sears one more cent of mine again. He agreed and we went over to let the manager know that we would not be taking the weedeater back but she would not come out of the office (we waited for another 5 minutes). We were so disgusted at that point that we left.

I cannot begin to tell you how disappointed I am in SEARS and SEARS SERVICE. We have been customers of Sears for the past 15+ years, EVERYTHING we own has been purchased at Sears. At this point I am going to be taking my business elsewhere. About 2 weeks ago (at MOST) we purchased a dishwasher from Sears, we were guaranteed by the salesman that it COULD be installed the following Monday. Well that did not happen, it did LATE Tues. That is ONLY the beginning of the issues. So after we had the dishwasher installed we used it as that is what one does when they purchase a new dishwasher. I received a call from my dog walker today, May 6th 2008 @ 3:09 PM, and she stated that the dishwasher was running (I put it on the 4 hour delay when I left) and the pipe had burst UNDER the sink that connects the water to the sink and that I had MANY inches of standing water on my brand new hard wood floors. The area under my sink which contains all my cleaning supplies was completely flooded and all the items under their were ruined and could no longer be used.

I contacted a plumber and he took a look at it and then informed me that the pipe was put on BACKWARDS and then SLIPPED off from the pressure of the water. So I have now had to contact a plumber at my own expense to fix something that is BRAND NEW and that SHOULD have been properly installed as your web site states,

"We can install and assemble any item—from dishwashers to high definition televisions—allowing you to enjoy your new item without any hassle. With Sears doing the work, you'll know your product will perform properly, efficiently and safely.

Our professional installers are skilled, trained, experienced, and equipped with the right tools to do the job properly. We'll will hook up your product, program its controls, and test its operation.

Then I contact your customer service department where I spend over an HOUR of MY TIME on the phone being transferred and disconnected a number of times, then after waiting I am informed that the SOONEST a technician can come out to inspect the damage to see who's fault this is (Is their really a question here?) will be about 2 weeks. Not until Saturday, the 17th of May. As my husband and I both work and have already taken off an entire afternoon to wait for installation we refuse to take any additional time off, as we did not create this or cause it why should we continue to be inconvenienced? I asked your CS person if someone could please come out sooner and they said NO!

My frustration is that my home is NEW, I have hardwood floors in my kitchen and in the next 2 weeks they may (and possibly will) warp, develop mold and an odor. I am so frustrated right now. As a customer whether I have bought from Sears for years or only bought one time, I AM A CUSTOMER and I expect to be treated with a little common courteousy and respect. Your representative told me, how do they know it was a mistake made by the installer? How do they not know I MADE THE MISTAKE. Well I am not a plumber and if I was, I most certainly would NOT have installed the pipe backwards so that it can leak and then POP OFF spilling gallons of water into my home! And since this was an emergency and I had a plumber arrive ASAP and FIX the issue, how will you know that it was NOT a fault of the customer???

I expect to hear back from SOMEONE with some AUTHORITY and decision making ability within the next 24 hours or I will be contacting a lawyer and the better business bureau. I am sure that you are aware of how damaging a negative review can be to a business, especially in this day and age. People want to purchase from companies they can trust and have faith in. AT this time WE DO NOT.

Sincerely,
The Amaral's

My new fridge, cost of $900.00 broke within 2 weeks, sears wanted to fix it in 4 days. I have 2 small children, and all my food went off. After speaking to the manager, they came and fixed it the next day. When I asked him about my food cost, he said he would get into trouble if they gave me a courtesy payment to re-buy food. What ever happened to good customer service, especially such a large company as Sears. I would never buy from Sears ever again and I will encourage others to not buy from Sears. I also bought a washer from Sears, so I spent nearly $2, 000, but no compensation for all my food, and it wasn't my fault, they delivered a problem refrigerator.

We purchased all our appliances from Sears. It seems the customer service these days is terrible. The service technicians just don't show up for appointments. You spend all day waiting at home for a no show. When we called to complain, nothing gets done. We waited home for a service call on our washer on at least five different occasions. The technician was a no show. Apparently he just decided to cancel our appointment without notifying us. It wasn't until I called to see where he was, that I was told the appointment had been cancelled with no reason.

Also, the service technicians tramp dirt from the outside through your house. They have also damaged my washer and dishwasher while doing a service call on these appliances. While snapping the front of the washer back in place, they cracked a panel, which Sears refuses to replace. I find this very unsatisfactory, since the washer was almost new and cost allot.

While putting the panel back on the dishwasher, the guy didn't put the panel on properly and the screw at the side completely gauged my front panel.

One time while fixing my washer, they pulled it out and tore my vinyl floor.

I could go on with the damage that has been caused in my home by the service technicians.

re: purchased dishwasher from sales man Kevin at the UTC store. Kevin said I would receive the $35 rebate but NOW the rebate dept said "NO"...salesmen lied..I could have saved more money by going somewhere else... Sears will receive my torn-up card, , Also, the appliance dept salesperson...lied about names of the store manager...

forget Sears --- go somewhere else...