I purchased a sears lawn tractor from sears the spring of 2005 and maintained this thing like taking care of a baby since I did not have the money to replace it, last spring with no warning a piece inside the moter broke and blew through the side of the engine, when I called to see how much a relacement engine was I was told it was 1100 dollars, now that seems kinda funny since I paid 1199 for the entire tractor!! What a scam, the tractor in question is now sitting in my front yard by a busy road witha big sign on it that says sears craftsman one big Lemon, since sears told me sorry about your luck.

I scheduled an appointment to have the blade replaced on my riding tractor. I was told that it would be $96.00 for an estimate and if I had the work done that the $96. would be deducted from the labor charges. I was given and unreasonable appointmnet range of 9hours(8am-5pm). The technican call at 8hrs and 45 minutes (4:45) and I was told that if I wanted him to come out, it would be $96. in addition to the cost of labor and parts. I wasted almost 9 hours of my time to have a technician decide he wanted to change the rules for his convience.I spoke with customer service and there response was basically tough.

On 3/31/10 around 9AM ET I contacted 800 4PM-Home. I have 5 year warranty thru 3/2014 on fridge and wanted to schedule service appt due to freezer portion not working properly.First I had to give all my info to one dept...then reiterate all info again to 2nd scheduling dept. I tried to complaint about this and was careful to first state it was not the reps error but a flaw in the process but 'Christina' who isn't allowed to give her last name became defensive and worked hard to talk over me instead of 'hearing' what I was saying which was not a personal attack but instead it became personal because she was clueless on how to treat a customer. After spending signifigant money on a 5 year extended warranty on 3 appliances, I was not at all pleased with her unprofessionalism nor lack of understanding that if she listened I was trying to communicate to a Sears employee that the need to double communicate was a less than convenient step in your processes. I would strongly urge you to look at giving your reps access to all info transferred from initial rep to next rep and to better teach your reps that customers have a right to vent about the LESS THAN USER FRIENDLY PROCESS and that they should LISTEN instead of argue...becuase just maybe the customer just wants to try to make Sears a better place to shop and deal with.

On Monday, May 31, 2010 my 72 year old insulin regulated diabetic grandmother called to schedule a service appointment to have someone come out to her house to fix her GE refrigerator that she purchased from Sears a few years ago. The attendants who answered the phone made and appointment for the coming Thursday, June 3, 2010 between 1pm and 5pm. That appointment resulted in a no call no show. The next day a Sears representative called to inform my elderly grandmother that someone would be there the following Tuesday, June 8, 2010 after not having service in her refrigerator for the past several days and gave no explanation as to why the service representative never called or showed at the originally scheduled appointment. The next call received was the morning of Monday, June 7, 2010 when another service associate called to inform her that her Tuesday appointment has been cancelled and the service department is all booked up and they could not provide a time or date for another appointment time. My grandmother calls me very upset worried about where to store the food she has left that has not spoiled and her insulin until I am able to call to schedule another appointment. Today at about 1pm I call Sears to find out what the problem is and to make sure my grandmother was not misinformed with the information she gave me and two associates the first named Evelyn and the second named Hannah informed me that the service department was all booked up and no one will be available to help my grandmother with her problem. They also informed me that one of their dishonest associates tried to cover their tracks for the no call no show by putting a note in the system saying that someone came out to service the refrigerator and informed my grandmother that new parts had to be made and that she voluntarily told them that she would install them herself. I am beyond appalled, I have never heard of any company treating their customers with such disregard. My 72-year-old grandmother has always sworn by and made all her family shop and Sears because of the great customer service, warranties and products. After this experience my entire family will never purchase anything from Sears again. If Sears does not try rectify this situation immediately by (a) sending a service representative to my grandmothers home to repair her refrigerator, (b) replace or reimburse her for her insulin medication and the spoiled food, we not only will we go to the media and let the world know how they treat their elderly customers, but we will never shop there again and will be replacing all Sears appliances with ones from Lowes.

I hope I live to 160 so that I can say I haven't shopped at SEARS in 100 years. I bought a YTS4500 tractor and 54 inch mower deck at SEARS in Corpus Christi, Texas. While still under warranty it broke down. The clutch for the mower drive is bad. I loaded the tractor on my trailer and called SEARS for a service center location. THEY NO LONGER HAVE ANY SERVICE CENTERS FOR TRACTORS or any other appliances. They only will repair in home.

I have leased my home and the new house isn't ready yet. I am living at my property almost 100 miles from Corpus Christi. It is remote enough that there is no mailing address. They can't schedules an appointment without an address. In the middle of the call their computers went down and I was asked to call back. The total time elapsed from beginning to try to get help to termination of the call was over an hour. The web site number was no longer in service and a second 8-00 number was given. I was referred from that 800 number to a Corpus Christi number and then back to the second 800 number.

The top management at SEARS are idiots. My wish for them is that the stock holders discover just how bad they are. They are clever enough to make it so that one cannot contact them directly. Try finding an email address for any management structure at SEARS. Won't happen. They leave their phone service people out to hang while they hide in their offices.

I need to use this tractor, so I will pay out of pocket for repairs. My only satisfaction is that thanks to all the social networking available today I can quickly and easily tell thousands of people to STEER CLEAR OF SEARS. What a fall for a once great company!

Thom Walker
George West, Texas