Where to begin...

My odyssey began on January 30, 2010. My washing machine had broken so I went to Sears to replace it. I ended up buying a matching washer/dryer stack for around $1700. As I was driving back it occurred to me to check the Sears outlet to see if they might have my exact washer so I wouldn't have to replace the dryer to get them to stack properly. They did! I immediately call to cancel the original order. I get a foreign call center and the woman assures me that the order has been canceled and I'll be credit everything.

The next month I get my credit card statement and only the installation package I bought was canceled. Cut to May 2010: Sears claims that they cut me a check and sent it, which I never have, and that they won't send another until they're sure the first one hasn't been cashed. Of course, they also reversed the credits I was given for the initial purchase. They take their money right away, but they send a check for the refund? And I'm still out $1700 4 months after the fact. I will never shop at Sears again, which makes me a little sad because I was such a Sears devotee until this.

We purchased a Kenmore side-by-side a little over a year ago. The refrigerator barely made it 10 months before dying. At that point we had it repaired under warranty. Over a period of 3 weeks and 3 or 4 visits, it was finally repaired. Not 2 months later (when it was finally out of warranty) the icemaker stopped despising ice. knowing my credit card extends warranty claims by 1 year we had Sear come out to give an estimate. We were told that there was a $60 diagnostic fee, but if we got it repaired that would be applied to the cost of the repair. We knew it would be a week or more for the credit card company to approve the repair, so we asked if we could wait on the repair until we were sure it was covered. We were told that would be NO problem and we could call back ANY time within 30 days to schedule it. We got approved about 2 weeks later and called to schedule the repair. First we were told that we needed to get them a credit card number to order the part, which we did. Then we were told there would be another $60 diagnostic charge because we had declined the repair. We explained that we DID NOT decline, we just were not immediately ready. We also told them what the repairman had said about having a 30 day window. After a good 1/2 hour on the phone we were told that there was nothing they could do and that we should call the local repair center to see if they had a way to get the repair done as was promised. We called them the next day and got the same refusal to help or fulfill the promises they had made. I am seriously disappointed in Sears.

I scheduled service on my kenmore washer under MPA on 1/11/10 and was scheduled service for 1/19/10, 10am-2pm. I arranged for time off so they could come. I got a call at appx 9:45am the day of service telling me the tech called in sick and to reschedule 8 days later. I voiced that I had arranged time off of work for this service and they needed to keep their commitment. well the lady was the rudest person, and when I asked for a Supervisor I was told they dont have any (lie #2). I was promised a call back from management (lie 3) that never came. I called the number the agent gave me and it was a non sears number. I finally found the number to customer solutions. The lady I spoke with was kind and understanding anmd arranged for me to have service 1st call on Sat. I called the next day to verify and was answered by yet another RUDE person that basically told me the last person lied (lie 4) and that they cannot promise a time slot, only between 8am & noon. But if I called Fri eve they could tell me what position I was in. So I took Sat morning off work. I called fri eve as told and found out (lie 5) that they cannot tell me that information..and when I requested a Manager I was told they are all managers at the cust solutions number (lie 6). So I am waiting 8am -noon on Sat (lie 7)and at 12:20 get a call from tech telling me I am next and should be here in 45 minutes or so. He made it as he commited. Washer STILL not fixed and I will have to take yet a 3rd day off work and again will have wait a 4 hour window that they most likely will not meet. So here I sit with a pre-paid master Service Agreement on a broken washer, and so far have invested 2 days from work at a loss of about $225.00 and have a 3rd one to go. i could have bought a new washer for the 3 days off and the cost of that MPA. and still NO APOLOGY from Sears and I have yet to speak with anyone from Management. I am sooo done with Sears. I have cut up my Sears cards and am writing corporate a letter to cancel my MPA's on all appliances, close my Sears accounts, and shove thes pieces of credit card up their arses.

The tech sent to repair my freezer did not call ahead like I was told he would. He was very rude did not talk at all to tell me what he was doing or what was wrong with my refrigerator. He was looking around my house the whole time he was there and it made me feel very uncomfortable. Always watching too see if I was watching him. He took a personal phone call while making the repair. I would prefer this tech not make any service calls to me in the future.

Sears is the absolute worst place to buy appliances ever! The installation was horrible, they put a dent in my new refrigerator, didn't install the water filter and the water leaked all over the place. Then after a month everything started going haywire. LIght went out, stopped cooling. I had to pay even when it was under the one year warrenty. Then when the warrenty expired, and I didn't buy another warrenty, I called and was asking questions over the phone and no one helped me. The repair guy came out and told me it would be 69 dollars he did not even touch my refrig and charged me 90. Still doesn't work, and they will not give me a refund for the "no service" they performed. Overall Sears Sucks, I would never buy a product from them. Especially Kenmore's. And the GUY named Jason, who was too ashamed to give me his last name was really is an ass!