I went to Sears and spent an hour picking out a stackable washer and dryer. Anyways, the black dryer that I had picked out had a sign saying $509.99 in front of it. To make a long story short the dryer really cosed $594.99 and they had the wrong sign in front of it for the white version of this dryer. When the manager was informed of the misprint he would not honor the price and was very rude about it and said if he gave me the discount he wouldn't make any money. He also walked away to help another customer I was talking to him. I was going to purchase over $1500 worth of stuff but after this I left the store. I will never again step foot inside a Sears store after the way the Manager talked to me. Sears has lost my business for life and I will tell everybody I know not to shop at Sears. Nobody deserves to be treated rudely and this manager was truly the rudest man I've ever met.

Sears calls it service. They also call it a warranty. I call it something else I can't print here. I purchased Heat Pump from Sears and I am now past the initial 1st year of having everything covered. After first year - parts are covered and every service call comes with a $100 service charge on top of the repairs.

1 - Called Dec 22 because heater stopped working. 20 degrees outside. Service scheduler says that someone can come out on Jan 4. I asked if he is telling me that I have to go without heat for 2 weeks and he replies, "That's not what I am saying, but we can't get anyone there until Jan 4."

I changed out the 50-amp fuses myself.

2 - Called January for same reason - heater quite working again. They said someone could come out in 5 days. Unacceptable, so I fixed it myself again.

3 - Called because heater stopped again and this time, the fuse did not fix it. Luckily, the weather was not as cold, so several space heaters were used until the Sears to came out. Service rep (nice guy who knew a lot about these systems) said the system was inproperly installed and that the wires had never been tightened causing the wires to MELT! He did not charge for the labor - but still charged $100 for the service call.

4 - I told Sears that I did not want to continue with the purchase of a new system for my 2nd home because of the poor warranty service I received on the previous system.

5 - I called the Sears customer service line at 800-762-3048 to ask for my $100 back since it was a problem with the initial install - something that Sears should take care of themselves. The person who answered could not understand English well enough to take down my number to look in their "system" for my information. She was finally able to understand me enough to send me to another division, but hung up on me while transferring the call - 15 minutes.

6 - I called the number back again and talked to a person learning English again. I had to go through all the same steps with this person, too. He went to transfer my call and I was on hold for 7 minutes before the phone went dead. 22 minutes.

7 - I call again and immediately asked for a manager because the last two efforts were less than rewarding. I still had to go through the whole "phone number and let me look up your information" again. I told him that I was being dropped in transit, so he said to hold for a minute - where I was dropped again. 10 minutes

8 - I called again and asked for a manager again. I was assured that he would stay with this one until he knew there was a manager on the other line. I was on hold for 10 minutes, then I heard some shuffling when someone picked up the line. Then it went dead. 22 minutes

9 - I called again and did the "number" thing, then explained all that had happened so far. The guy assured me that he would not be like the others and he would stick with me on this one. He put me on hold 3 times to see what to do, then he said he was waiting on the manager to come.

I asked if he would take my phone number down so they could call me back if I was hung up on and he said they would. He put me on hold again and the phone went dead after 4 minutes. 30 minutes

10 - I took a break for a couple of hours before calling back so I could keep a cool head. This was really unbelievable so far.

When I called, I asked for a manager again and finally got one (after all the initial "phone number" steps were done) and was told that there were problems with the outsourcing of customer service and they were addressing those issues. She put me through to the money people and after being on hold for a long time, a person answered and took down all my information, telling me that someone would be calling within 24 business hours.

11 - I did one of those "look for your phone number online at Google to see if they are giving out your address" since someone reminded me through an email that it is a good idea. I wasn't even thinking of Sears at this point, but there I see it - plain as day. My name and phone number displayed in a list on one of their contact sheets for new sales of home heating/air systems. I am shocked so I send an email to their customer service center. I got nothing back. I am furious!

12 - One week later, a Sears "National Customer Relations" representative called.

Is this Mr. Cleaver?

"Yes, it is."

"I am Brenda from Sears calling about your heat pump."

"Hi, I'm surprised that it took so... "(she cut me off)

"Excuse me for a second." (she drops the phone and I can hear her turning off the television and getting kids out of the room)

"OK, Mr. Cleaver, about your heater..."

She tells me that after the 1 warranty, the service warranty includes a $100 service charge for each visit. I start to tell her that it is wrong for someone to install something improperly, then charge me for their mistake and that there is an easy fix. Just have someone refund the $100 and all is good.

Mind you, this woman has no concept of customer service whatsoever. I told her about the poor service in scheduling the first two problems with my system AND about the name and # being posted on a Web page. I told her about being on the phone for a long time trying to get a person to help me with a refund. I told her that she didn't seem to want to hear my side of any of this.

She said that she could sit here and lie to me and tell me that she would look into those things if I wanted her to, but it would not help any.

We continued on because I could not believe what I was hearing. I asked why a National Customer Relations representative could not tell me where to go to resolve these problems; Why a National Customer Relations representative could not even apologize for this trouble; why a National Customer Relations representative could not assure me that she will let me know how these problems will be resolved; why a National Customer Relations representative could not even ask what the Web page was so she could have it removed - and mostly, why a National Customer Relations representative was not in possession of any customer service skills to begin with.

She then said that she would look into these things. Then she asked me if it made me feel better now that she said it - even though there was nothing she was going to do about it.

I asked who I could talk to about all of my current concerns and she said I could go up to corporate, but that the problem would come back to her and she would be making this same call again - so I should save myself the trouble.

I told her I understood why Sears service has fallen so far below every other company. It's because people like her are teaching the lower service representatives to treat customers just as she was treating me.

She then said that she has done all she can and that I should have a good weekend. Then she hung up.

Sears Corporate, here I come. Please keep Brenda on your staff so that others can learn from her customer service skills. That way, Sears will eventually not be able to sell anything - thus saving the world from their terrible services.

Oh, and thanks for improperly installing the system so that wires actually MELTED - causing an unsafe environment in my home!

After a lifetime of being a devoted Sears customer, I will never do business with Sears again. Bought a $2000 GE refrigerator w/ 5 yr warranty. Had a problem, called Service. My mistake.

2/5/08
Scheduled svc for 2/6 8:00-12:00. Was told that I would get a call after 8:00 am. Provided my cell and home phone #s.

2/6 Appt #1
Got a msg at 7:45 am from the tech, while in the shower. No call back number. Immediately called Svc 800-469-4663. Told them I would be out until 8:30 taking the kids to school, so to have the tech call my cell. However, he came at 8:20 and called my home phone that he was there. Got home at 8:30, called Svc again, who said they would have the tech return. Nothing. Called 5-6 times each time being told the tech would call w/in 30 mins. Finally, at 1:30 I rescheduled for next morning 8:00-12:00.

2/7 Appt #2 & #3
After 9:00 am called Svc who claimed that my service WASN'T IN THE SYSTEM! Had to reschedule for 8:00-5:00. Was told the tech would call sometime to confirm.

Called Sears 800-549-4505 to complain. While looking at my log, said that MY 8:00-5:00 SERVICE HAD BEEN REJECTED! Funny, nobody called to tell me. Said that I had to reschedule, so I asked for the (MA) District Svc Mgr. After 10 mins got a number 978-777-4724.

Appt #4
I called and was told that the Svc Mgr was not in and to call the 800 number. After insistence, a Jim Louder said that my service was rescheduled for 2/8. I told him that 3 days off from work was unacceptable. He said to schedule service for a Saturday, not caring what I had been through. I insisted on service today, but he would not commit or commit to a call back for yes or no.

So, now I will make it my goal to find someone high enough in the Sears organization who actually gives a rats @$$ about customers, so that they understand why I will never be one again. I will also spread the word so that others don't have to suffer through the Sears Service Nightmare.

My husband and I were engaged to be married so we decided to renovate our home. Upon completing of construction, our final touch was to add a new dishwasher. We went to the Sears Outlet store in Santa Ana, California. Once there at the outlet store, we asked the associate for help in finding the best machine offered at that store. She directed us to the “Bosch” dishwasher because it was a “best seller” and the one they had in stock, we were told, had only “cosmetic damage” and had been put through the Sears “all-points inspection”. She assured us that the machine had only suffered a small scratch on the front panel and that this was the only flaw; we were reassured that the machine would run perfectly as it should, as if it were brand new. The unit was delivered to our home. The following day the Sears tech came out to set up the machine, after running a test he said the machine was missing a part and should never have been sold in this condition, he said he would order the part, to be delivered to our home, and he would come back in 10 days to get the machine in working order. He turned off water and machine, and said that “in the meanwhile the machine may leak a little water, and nothing more than a towel and a fan to dry it out, I will see you when the part arrives”. That night the dishwasher began to leak more and more water, and this is where our mistreatment and neglect on Sears part began.

Both my wife and I made between 40-50 logged phone calls to different entities of Sears such as, legal dept., corporate office etc. Anyone within the Sears Corp. we called and left messages only to get the run-around and completely mistreated and very rudely spoken to. We have both been long time customers of Sears, my husband has been a “Sears Plus” member for over fifteen years. He and I were saddened and disgusted, at this poor demonstration of customer service. We told your Sears employee that our kitchen was submerged under water from the machine they sold us, the machine that THEIR tech came out to help us set up, had and was continuing to destroy our home. We begged and pleaded with them (many Sears’s employees) to send any one out to help us.

We were told by the Sears employee that this was not their problem and an assessor would be out in 8 days to evaluate the problem. As our home sat in stagnant water, our new construction ruined, soaking and warping, and using our brand new towels and linens that were our engagement gifts to soak up the water.

Our entire kitchen, dinning room, living room, closets, cabinets and wine cellar area were already destroyed and sitting, stagnant, in hot water. We immediately grabbed all of our towels and sheets, any thing within arms reach to stop this destruction to our newly constructed home to absorb the over flow of water. I watched all my antiques and wedding gifts, everything we owned and valued, sitting, soaking in water.

The hardest thing to accept is that all of this could have been resolved in a much quicker manor, if procedures had been taken more seriously and done correctly, on Sears’ part. All of this destruction and havoc would not have ruined what was supposed to be the happiest time in our lives. Instead this whole event has caused me and my family NEEDLESS stress and heart ache because of Sears neglect and misconduct.

Once again Sears does it. 5 months ago they tried to void a 5 year warranty on a washer that was 6 months old. The repairman ordered $1500 worth of parts turned out to be a belt! This time its a dryer same repairman called to tell me he was on his way to the repair then he informed me that he knows I am abusing the washer and dryer and flat out refused to come out and fix it. So basically I am at square one again. How can you claim abuse we wash clothes!! How can you claim abuse without even coming out to the repair??!!

Had to reschedule for another week of waiting to see if another repairman will come out!