On Wednesday February 17 my water heater flooded my basement causing severe damage to my laundry area. I called to make an appointment with your service department and I was told someone would come between 8-12am. Being that both my husband and I work obviously someone had to take off to wait for a serviceman from Sears . By one in the afternoon no one had showed. When we called the service department we were now told a new time frame; someone would come between 1-5pm. Giving these large time spans does not give individuals who need to work any grace time. At 5 pm we got a call that he was “on his way.” Only to be called back and be told that he needed to go back to his first job. We did not get a serviceman until 6pm about 10 hours later than expected. He stayed for 10 minutes and stated it is not the Water Heater but our pipes. He charged us $140 for this service and $102 for a “permit”. We also took out a service contract (#07403953160008) for any future problems.

Fast forward now to the next day, another day that needed to be taken off, this time for a plumber. The plumber now tells us that it is not the pipes but the top of the water heater which is corroding. And, we now have to pay him $200 for his service. We spent the rest of the afternoon trying to get someone to explain to us how this was misdiagnosed but got no answers and just the “runaround.” My husband had to speak to several different customer service reps before he could even get a next appt. Hours on the phone with no solution. There was a lack of knowledge on what happened, a lack of courtesy and a lack of professionalism. Finally we were told that our particular Water Heater would take until Thursday to arrive from the warehouse because it was not in stock. That meant that with two kids under the age of three I would not have any hot water for over a week. I could not give my children proper baths, wash any laundry or dishes.

There was no number that linked us with a manager who could offer a solution. When we said we were willing to pay for a different Water Heater because we did not want to put the family through distress we were given the runaround again. So we dealt with it and boiled water all day for nine days in order to run our home with two babies.

Finally when Thursday did come the wrong Water Heater was sent. Yet another day taken off to get the wrong product. On Friday someone was supposed to come with the correct Water Heater but because of “snow” they did not. My husband found his way to work as did many shop owners and other professions. How come Sears get’s to take a day off when other people are suffering? Oh wait, Sears no longer actually send people from their store. You now contract out to local repair companies. So, why couldn’t anyone be sent by the afternoon when the snow had stopped and the roads had been cleared? It is not an unreasonable request.

I am on my 4th Kenmore progressive canister vacuum. The first two were okay. These last two are junk.
I bought this last one May, 2005. Without fail, every year I have to take it to the Sears store for repair. They keep it from 3-4 weeks. So I am without a vacuum for a long time. I knew to purchase the extended protection plan, otherwise would have forked out $100.00's to fix.
I am fed up mainly with them keeping it so long to fix. They do not have loaners so you are stuck with a filthy house for a month. It usually has to do with the floor piece, it stops working. Then you only have the hose to vacuum with.
This is my last Kenmore product I will ever buy.

I also bought a Kenmore elite washer and dryer in 2006. They were over $2, 000.00. I am forced to purchase the extended warranty EVERY year in order to keep them running. Mainly the washer. Without fail again, the washer breaks down approximately every 6 months, usually to do with the control panel.
The vacuum PP was $70.00 for 5 years, not too bad, right? The washer and dryer are over $120.00 EACH every year. You have to buy them or you will might as well buy a new washer and dryer.
The control board this last time cost over $900.00 just for the part, per the service technician.

FYI to all: beware of Kenmore products. They are absolutely junk.
I have called numerous phone numbers, been transferred or referred to another phone number and NO ONE will help me. You would think after so many break downs they would replace them. No, has to be the EXACT same issue each time, four times in a row.

I am very disappointed in Sears. I was told when I was called that my service call would be $75.00 plus parts if they had to replace anything. The labor charge was $185.00 and $167.25 for the parts. I do not understand this, since they said the service call would be $75.00 Also, when I left my card with my mother to put it on my Sears account, they would not accept it and rejected my card. I advised the customer service department that I would not be using Sears anymore since they did this to my account.

I purchased all new kitchen appliances a couple of years ago from Sears when we remodeled our kitchen. Being that we live in a small West Texas town and only have a catalog store we were encouraged and felt it would be in our best interest to purchase an extended care warranty in case a problem occurred.

Back on April 14th we had a lightning strike and we lost our refrigerator. We called April 15 for a service technician and were told it would be May 10th before a service call could be made. The serviceman did show up the 10th and promised to be back the following Monday, the 17th, to install parts he ordered when he diagnosed the problem.

Currently we have been notified that a tech will not be back until June 14th to complete the work. My question is this, why after spending close to $1000.00 for extended service; does it take a large corporation such a long time to fix a consumer's problem? I realize we live in a remote area but it is a shame Sears would market such a service and then take up to 60 days to address the problem.

I feel Sears should have ordered me a new unit and replaced it within a week to 10 days if they knew they could not hold up to their commitment (i.e.: extended service) this would help eliminate our current predicament.

I will never buy products or recommend purchase of an extended service agreement from Sears. I feel this is a deceptive practice on Sears’s part.


James Ward

I brought a pair of glasses for my kid, used for 3 weeks, within 3 weeks the glass got so many scratches my kid could not use it again, since i went to complaint about this sears Burlington mall said they wont replace even though if you would have purchased 30 days before because of scratches. i feel like they use very cheap glasses, though i had brought Rayban brand the glasses used with frame is very cheap, also they charged for coating 40 dollars extra. Initially while buying glasses they said it will protect from scratches, but when went i went back again to complain about the glasses he says he never said this to me.