I've been unhappy with various things about Sears in general over the past few years (they used to be a good and reliable retailer to deal with) but now I won't use them unless I cannot get the merchandise elsewhere. I bought an expensive washer and dryer, paid to have it delivered and set up with part of the deal being that my delivery fee of $75 was to be rebated after sending in their form. I waited and waited, heard nothing about the rebate for weeks. When I called to inquire about it I was told that I didn't qualify because the store had provided the incorrect rebate form and offer number associated with it. I called many times to tell them it wasn't my mistake that I wasn't provided the correct form, but to no avail. Finally, they stated that I should write my complaint and send it in. Why bother? Their customer service has become a joke.

I boutgh a tv on sunday and they told me It would be ready to pick at the STORE by wednesday so i asked them if they are still open by 7 pm, and the sales guy said that yes they closed later. when i went to pick up my tv wednesday @ about 7:30 pm they couldn't find my tv, that it was goung tyo be at their warehouse. i asked the associate where was it and at what time they closed. he told that they close at 7pm. we asked me if i wanted the tv to be delivered to the store, so he tells me that i might take two days. the warehouse is less that 5 misn aways. now i new to take some time off from work to pick up my tv. The communication at the store is not the greatest. I think that i migth not buy any more electronics from this store any more.

I bought a washer & dryer from Sears in July 2005, know I was told that when I bought the W/D that there was a sale on those appliances in the coming week after I purchased them. I was given a Sears credit card with a credit of $1000.00, the W/D was over that price so they adjusted the card to go over so when the sale was on they would credit my account with the adjusted price, which I believe was around $200.00. So I went back to Sears a number of times asking for a receipt that would show the price taken off but no one got back to me...ever! Now I have been paying interest on money that I shouldn't have and they still have not reimbursed me anything. I would have just waited for the sale if I knew how incompitent they are at Sears. I will not and do not wish to ever give my business to them again, very unprofessional. I NEVER received on phone call back and I've been up there a number of times asking for someone to help.

I would like someone to help Clint Chrystall & Sarah Waddington 250-571-7387 Acct #628181-2306-26060-0

I have had the worst customer service experience the Sears Rockaway NJ store. Actually this is the second issue regarding the same product; a 30” slide in range that costs 1500.00. The first issue was at the time of purchase on 2/10/2008, and the second when it was SUPPOSED to be delivered and installed 3/1/2008.

The purchase of the range took 3 trips to Sears to complete the transaction due to the fact that the sales associate and her manager could not correctly figure out if the range was hard wired or required a cable, then could not determine if the cable and a mounting bracket were included or not. I left the store and contacted the Sears National parts service center and found out the details; and was informed that a cable was required and should be ordered at the time the range was to ensure the installation could be complete. I then went back to the store later on 2/10/2008 and the sales associate informed me that the cable was included and I would not need to order it separately so we completed the transaction and I was given an extra $50.00 off of the purchase price of the range for my trouble. The sales associate also noted in the delivery instructions that, “the installer was to pick up the unit at distribution center 8714, and take away old unit.” The next day the sales associate phoned me at home to advise me that I needed to have the cable and should go to Home Depot to get it. So I did.

The second issue arose on 3/1/2008 over 3 weeks later at the time the range was to be delivered and installed. As per the process the Sears installation vendor (NOT Sears as I later learned) phoned within 48 hours of the purchase and we arranged the install for 3/1/ 2008. On Friday 2/29/2008 they confirmed that they would be at my location between 9am and 1pm. They arrived after 12 noon and asked me where the range was? I advised them that it was to be delivered at the time of installation and that I would show them my receipt. I was informed that it didn’t matter because they didn’t have it and there was nothing they could do. I requested that they wait while I call Sears and they jumped into their truck and left. I contacted Sears in Rockaway and the appliance manager and sales associate advised me that there was nothing they could do so I requested to speak with the store manager who was too busy to talk with me and never bothered to return the two messages I left. I advised them of the importance of getting this done today due to the fact that I had furniture moved the old range de-installed cleaned and ready for haul away, and basically my house turned upside down to ensure NOTHING caused the installation to fail but it did anyway. And would I be traveling the following week and the next weekend I had important commitments and could not wait for 4 to 5 hours for the installation. After that I spoke with the National Customer Relations Team that told me how very sorry they were and then emails started to arrive to tell me how sorry Sears was about the situation and they would contact the Rockaway NJ store to see what could be done. I was then contacted by the store manager of the Watchung New Jersey Sears who was a bit upset with me because I logged a complaint with her store and didn’t even buy the product from her store. I advised her that it was a mistake by the National Customer Relations team and she said that she would get that changed to the Rockaway store, and was sorry to hear I had a problem but she too could do nothing.

I then contacted the Sears Installation department that actually showed some effort to correct the situation. I ended up speaking with them numerous times throughout the day and learned the following things about the Sears delivery and installation processes:

• The original order was processed wrong by the sales associate; however the department manager in the store disputes that fact
• The delivery notes on the order do not download to the installation reports to the installation vendor so they never saw them
• Installers are not allowed to answer their cell phones at a customer site – a Sears requirement
• The installation vendor’s hours of operation are Monday to Friday 9 to 5pm, even though the message states that their hours are Monday to Saturday 9 to 5pm. They changed their hours about a month ago but didn’t update their message, or provide any emergency contact information.
• The Sears installation team has a special number to reach the owner of the installation vendor however the owner did not bother to return their calls.
• The Sears installation department only has the option to offer another trip charge to the installer to entice him to adjust his work to meet the commitment Sears and the installation vendor originally made to me.
• Even though the installer may be enticed with an additional trip charge he can not change his schedule unless the owner approves. As I stated earlier the owner of the installation company did not both to return the calls from the Sears installation team, provided they even placed them.
• The Sears National Customer Relations Center sends emails and that’s all! And is very sorry for your inconvenience and contacts the local store to resolve issues. The local store manager never bothered to take action that I could see.
• Even if the installer would have agreed to do the job, and the owner of the installation company would have actually called back and approved the change there was no telling if the installer would have had access to the Sears Distribution Center to get my range, because installers only have limited access on specific days and times. No one at the Sears installation team really knows exactly what the DC hours of operation are.
• The Sears Rockaway store manager and owner of the Sears installation vendor company could not be bothered to get involved to support the resolution of the issue.
• I was advised that the distribution and installation processes have changed recently and not everyone is quite up to speed on them.
• Disputes between the Rockaway sales department and the installation team continue as to whether the order was right or not even after the order was cancelled. I wonder if the installation could have actually worked out if the effort was put into correcting the situation instead of pointing fingers.

This is all of the garbage and information that I have been forced to come to know while I was just trying to get my range delivered and installed. The manager of the appliance department seems to feel that offering $ will resolve any issue and refused to understand that I needed my range installed on the day they originally committed. The next date that was most convenient date for Sears and the installation vendor was not convenient for me, besides the fact that I would need to take vacation time. And my old range was already de-installed and my house is turned upside down with furniture moved etc for the installation that no one could seem to get done. The managers from the different stores and installation vendors etc could not be bothered to get it done either. I received another call from the appliance manager offering me more $ to agree to another installation date, and again I had to advise him I would not be in town next date that was convenient for Sears and the installation vendor. The theme here is that it’s got to be convenient for Sears and the installation vendor even though the first date was they couldn’t meet that one either. The date that most convenient for me was the original date that Sears and the installation vendor agreed but were unable to meet. I was contacted the next by the Sears installation team and was advised that they were continuing to work on trying to complete the installation but the associate openly admitted that he probably can’t do much. Twenty minutes later I was advised that yes they found an installer however the distribution center was closed and they could not get the range anyway. Sears did however perform one function flawlessly, they happily cancelled my order. My next struggle is to get back the $600.00 I already paid on the range

On the Sears website their mission statement is:
Sears is dedicated to providing our customers with a superior level of service, but is unable to provide even the standard level of service that they committed to me in the first place. They provided me with the steps that I needed to follow to ensure flawless execution of their process, however when everything on their end fell apart they were unable to complete their process I was forced to understand all of their people, process and technology shortcomings. It’s obvious that Sears and their vendors do not walk the talk.

I bought my gas range, washer/dryer/, fridge and dishwasher from Sears (Sherway Gardens) earlier this year (Jan 2009) and got their Protection Agreement Plan which includes their highly touted "Annual Maintenance Check" (#19 of their fine print).

I noticed that the burner in my gas range was not working so I called up (Sep 13, 2009) 2 weeks ago the Sears Customer Service (1-800-469-4663) to book an appointment. The earliest then was Sep 21 (Monday) and so I asked that it be booked on Sep 24 AM (Thursday) so I can arrange for time off from work. I was booked for Sep 24 between 8am - 12nn.

It's 2:30pm now Sep 24 and there's no one or no calls from Sears.

10:00 AM : I called the customer service number and I was told that they will be there before 12 noon. And that they have also sent a message to the technician to call me to advise of his time of arrival.

12:30 PM : I called to let them now that no one showed up. The CS agent said that she was sending a "priority service message" so that someone would call me back within 30 minutes.

01:30 PM: I called again the customer service since no one showed up or even bothered to call. I asked if I can speak with the last CS agent (I gave the name) to speak with her directly. They said they see that I called and saw the notes but they have no way of knowing WHO wrote the note and they have no way of trasferring the call. I knew it was just BS. They transferred me to their Corporate Customer Service and after waiting for 15 minutes on hold, someone picked up. She said she's sending a "911" call so someone would call. And that if no one will call back by end of the day, to call them back tomorrow morning.

Lesson learned: If you're buying something from Sears and you need to pay even just a cent for their Protection Agreement Plan, please save your cent. You will save a cent and you will save yourself guaranteed grief. No matter how diligent you are in setting any appointment or follow-up, it's absolute zilch value since the other person (Sears) on the other line has absollutely no credibility. If you do buy a Protection Agreement Plan with the hope that you will hit the jackpot that you will actually get a fraction of the service that you expected, just don't put too much faith on their word.