Sears has the worst repair service of any company I know. Mainly problems with their own products, and a lemon guarantee that means nothing. My Kenmore freezer quit freezing 3 days after the 1 year warranty ran out. The people I talked to at Sears say it's our problem, the machine may fail at any time. They are not interested in keeping us as a customer and apparently don't care that the product is shoddy. I think Kenmore used to be a good brand, but no more. I was told that my service call would be $70.00 plus parts if they had to replace anything. Their on-line site says that they provide next day repair service. I called on Friday and was told that the next available repairman would not be here until the following Thursday. That's a long time when you have a freezer full of thawing food. When the repairman called me Thursday afternoon, I double checked to make sure the cost would be $70.00 plus parts. He told me that Sears is always telling people that when they call. He said the actual cost for the service call is $185.00 plus parts. I will never ever buy anything from Sears again, and I will strongly recommend that everyone I know does the same.

I purchased a plasma TV from Sears 1 year and 1 month ago and paid over $2000. At the time of purchase I was offered an Extended Warranty and was promised by the sales rep that if anything went wrong with the TV, they would immediately repair or replace it. I paid $349 for the Warranty.

About 1 month ago my TV stopped turning on so I called Sears for repair on September 3, 2010. They said the first available rep would not be available until September 14, 2010. On the morning of the 14th, I went to work and the rep showed up at my house. My wife was waiting for him. I get a call from my wife stating that the Rep came alone and he needed me to come back home from work and help him take the TV off the stand. SEARS NEVER TOLD ME THE TV HAD TO BE OFF THE STAND.

The rep told us he needed to order a part and when the part came he would come back to install it. He said he could not come back until September 28, 2010. That is 25 days from the date of my initial call to Sears.

I was frustrated and I called Sears the same day and they told me that there is nothing I can do but wait. They said that the Warranty Agreement stated that they had 21 days from the date of the order for the part to replace my TV. I said ok we will wait until the 28th of September for the repair guy to return and install the part.

Today is the 28th of September. I did not go to work to help the guy put the TV on the stand after he fixes it. However, rather than the repair guy showing up, I got a call from Sears stating that the part is on back order and they cannot tell me when they will have the part.

I asked them to replace the TV since it has been 25 days since my initial call. They stated that the Warranty Agreement states that they have "30" days from the date of the order of the part to replace the TV. This is 9 more days then they initially told me. (first they said 21 days).

So I decided to ready through the Warranty Agreement and realized that the Agreement does not say anything about the number of days they have to repair or replace the TV. However, the rep who sold me the Warranty said that it was immediate repair or replacement if they could not tell repair the TV.

Next I called the Warranty department to ask them where in the Agreement they could show me they had 30 days or 21 days and I was told that it was not in the Agreement but rather some policy they had created. Huh?

So I was told that I now have to wait until October 15 to get a new TV. That is 43 days from my initial call on September 3, 2010.

I WILL NEVER BUY A WARRANTY FROM SEARS AGAIN AND I MAY NEVER SHOP THEIR AGAIN.

Customer support at Sears has been very unsupportive and unprofessional. My last call I was told there was nothing I could do and that I should find myself a lawyer if I needed to dispute this any further by a rep named Nathan.

I scheduled a Preventative Maintenance on my Kenmore Refrigerator one week early. My husband stayed home from work to meet the service technician. No one showed up, so at 6:30 pm we called to find out that "we were overbooked today so you will have to reschedule." They did not call us, we had to call them. Then they had the audicity to tell me I had to wait another week to schedule another service day. I told them that I could go online and schedule next day service. The supervisor on duty, Tony, said that I could schedule the service on line, but no one would show up as they had no one available. I said that I wanted a refund of my master service policy on the refrigerator since I was not getting service. He disconnected me - THREE TIMES.

I always felt Sears had quality appliances and good service. NO MORE! Don't buy Kenmore products, DEFINITELY do not buy a service policy. They will not give you service and let you sit at home, off work, waiting ~ when they have absolutely no intention of showing up.

I am an active Sears customer. My family have always looked to purchase appliances and home electronics from Sears first. My recent experiences has cast doubt on my policy. I always purchase a Sears warranty on large price items. I have had to also use these services since these items have become more complex I have never been penalized in the past as I have been now by Sears.

I have had two Samsung LCD TVs' go defective this last year. Sears has not been able to or did not repair the set . The first TV a Samsung was replaced and Sears refunded me 950 dollars credit to purchase a replacement TV . I replace the TV thru Sears and request a price match which they do and give me an additional 10 % off. I leave happily with the new 3d 46" Samsung. I used the 950$ and the price match and my credit card and made the purchase .

Next i have a 52" Samsung go defective . Sears chooses not to repair but to refund me . I received a credit for 2000 dollars for this TV . I return to Sears to purchase a new TV. My family chooses a Samsung 55" 3d LED TV. Now I ask for a price match and the sales person who was very nice states he has to get approval from his manager. I also remind them that the purchase comes with a advertised Samsung 3D Starter kit. The sales person again has to get approval from his manager who is not present. We go inside the mall and return a half hour later to the sales person and he states that his manager will not price match will not give me the 3D starter kit will not give me free shipping and also will charge me for disposal of your defective Samsung TV. My family wants the set and under pressure we purchase it with the comments made that we will be in contact with Sears. The set cost me 2000$ refunded from Sears and an addition 1300$ charged to my credit card. I ask the sales person why Sears will not price match or give me the 3D kit or the free shipping and chose to charge for disposal. He states his manager will not do as I requested since I was using a 2ooo$ credit. This has never happened before with sears . I feel the manager made a mistake which cost me the starter kit and the price match and the disposal fee.
When I returned home I made both an E-Mail and a phone complaint to Sears .A day later a person from sears calls me responding to my phone and E-Mail complaints . He states that is the policy and he will not change it but he would be willing to cancel the delivery fee and the disposal fee. I told him .I didn't agree with him on his decision and would be contacting Sears corporation for assistance.

What is a reasonable distance of your store when using your internet Price match policy ? Since you are a national company wouldn't the USA be local and reasonable distance of our store? No clear distance is mentioned in feet or miles So what is Sears price match policy on internet sales from a site in New Jersey and I live in New York ? To me shopping in New Jersey is local and reasonable .. I would be happy to see this policy and for Sears to correct the errors of the managers decision which cost me the starter kit and the price match and the disposal fee. Thank you for your help and understanding.

Thank You

I bought a refrigerator, a washer and a drier on Sears.com. After receiving the refrigerator, I noticed that it was too big and needed to change it. On September 2, 2010 Sears.com had on their main website page an offer stating: "NEW Item !| | Sears Item# 04671013000 | Model# 71013 $1, 100!".

I decided to exchange mine for that one and called them. They said that the exchange could be done with no problem but that they didn't have it on stock and suggested to wait a week to see if they receive it. After a week I called again and they still didn't have it but said that the price increased and that they would honor the original price announced on their website.

I decided to wait one more week until now (Sept 21) when I called them. First, I was attended by a very rude woman who said that there was no way they could verify that the refrigerator was on that price. After a while, the woman started laughing at me and I asked to be transferred to a supervisor. Another half an hour went by
and the "supervisor" first said that they had never had a refrigerator like that in that price but after I insisted, he put me on hold and after 15 minutes he said that indeed he verified that the refrigerator was on the price I claimed but that they wouldn't honor it because it was on sale only for that day. I told him that I called the same day but it wasn't on stock and he said that he knew that. I told him that what he was saying was that Sears announce items on sale without having them on stock and that was fraud. He just hanged on me...