I have recently purchased over $5, 000.00 in appliances from Sears. On a recent purchase I paid for a new Kenmore Elite washer and dryer. They were top of the line and EXPENSIVE. I then, stupid me, added on a five year warranty. Let me begin by saying, that was a waste of money. If Sears has no better service than what I have experienced, there will NOT be a Sears in five years. I have waited over 5 weeks for my washer and dryer to be delivered. I have even taken time off of work to be at home to accept delivery. They do not have my items for delivery each time I call at my scheduled time. I have called several times to lodge a complaint. I am now paying interest on items, I don't even remember what they look like. What's worse, my father told me to go with Home Depot and I assured him Sears service was top of the line.

If this is not resolved, I promise I will make it my personal drive to send every client I see on a daily basis, to The Home Depot or even Lowe's.

I just want my items I ordered. I cannot believe this happened.

I bought a Pro Tram Treadmill from Sears on 11-28-08. Took off time from work on Dec 12 for delivery and set up. Item was set up and did not work at all. Set up was lousy. Then bars on the treadmill were all loose. They left the treadmill and another one was to be delivered on Dec 17.They came to deliver but did not know they had to pick up the 1st treadmill that did not work. This person said that the treadmill was not put together very good. When they took the new treadmill off the truck, it was damaged. They loaded it back on the truck but also left the 1st one here. Now on Dec 20 a new one was to be delivered. I get a call at 7:30 am saying the treadmill is damaged and would have to order a new one. I said NO. So I called there 800# and spoke to a specialist who could'nt do her job right. She said they could come out on Dec 21 to pick up the treadmill. I called on the 21st to see what time and of course I was NOT SCHEDULED. So I spoke to Abbey who said she would call me back but did not. When I called the 800# back and tried to talk to a supervisor I was on hold for 37 minutes. Thirteen of those minutes I was waiting for the supervisor to come on the line. I still have the broken treadmill in the bedroom. It is suppose to be picked up on Dec 30. But they think they are delivering another treadmill! I will never ever buy anything else from SEARS. They stink and so does there customer service department.

Sears advertises free haulaway and delivery on applainces over $399. Ther free is in the form of a rebate through either a Sears MasterCard debit card or a Sears Gift card. OR, you can choose to pay no payments or interest for 12 months if you use a Sears card. However, nowhere does it stipulate that you MUST use a Sears Credit Card for the purchase or you cannot get the rebate!

I purchased a range this week and although Sears states they match their own promotions, they refuse, since they state this promotion is for their own card only. Yet they can't show me where it strictly states this is for the Sears Card. If you look at the blue circle on the web site, it suggests you "click for rebate" and below touts the no payment/no interest theme. The rebete form also does not state the use of a Sears card is mandatory.

Just another reason to shop elsewhere. No wonder they are giving deep discounts and the store is virtually empty. People are smart enough to spend where they are appreciated and money is hard to come by in this exonomy. Like the old outboards they used to sell..we called them Sears and Rowback...but it at Sears and then Row Back!

I've attempted for FIFTY-THREE minutes to call this store. I've tried numerous departments and even called Sears Customer Service in other locations for help.

Very sad in today's failing economic climate.

I myself own two business and if any of my employees performed to this substandard level on even one ocassion, they would no longer be employed by me.

You have every reason to be concerned!!

Finally, I called Sears National Customer relations. The gentleman was very polite and professional. He put me on hold for a few minutes and returned to the phone only to tell me he had tried four direct numbers, but was unable to reach anyone. Quite frankly, he didn't know what to say.

I wish I could say this is the first time this has happened with the Wilkes-Barre store, but sadly, it is not.

I have had no resolution to my issue and subsequently will have to take my business elsewhere.

Jay Livziey
Blakeslee, PA
570-646-6838

I had a very bad customer service experience with Sears concerning the purchase of a washing machine and dryer. The nature of this is as follows:

1.) It smelled of "bait and switch". 2.) Sears displays items on their showroom floor that are "not available" but customers may not find out about this until the items have been paid for. 3.) Sears refused to issue a refund when it was obvious to me that they had a very limited stock of washing machines that were available.

Therefore, I am filing this report.

On Jun 13, 2008, I bought a GE washer (Sears #02637782000) and matching dryer from the Sears store in Westminster, Maryland. The washer failed (bad transmission diagnosed by Sears Repair Service) within four months of purchase.

Sears ordered a replacement GE washer. The transmission failed on the replacement washer within two weeks of delivery.

I returned to Sears and told them I wanted to return the second defective GE washer and dryer. I picked out a matching Maytag washer and dryer. The dryer was delivered but the washer was not. I went to Sears and asked about the status of the Maytag washer. The sales associate could not retrieve any information and made a call to a woman named Ann who told me "That Maytag model is no longer available."

I told Ann "OK, I’m in the showroom looking at another Maytag washer that costs $40 more. But this washer doesn't match the dryer you delivered two weeks ago. If you have this model and a matching dryer I’ll take them but you will have to pick up the dryer that you delivered two weeks ago because this Maytag washer and dryer have silver consoles and the first Maytags I ordered are white."

Ann told me "That Maytag washer is no longer available either and if we pick up the dryer that was delivered two weeks ago, we have to charge a $60 restocking fee..."

I told Ann that when I bought the Maytag washer and dryer, I was not informed that the washer was not available. She told that if I didn’t want to pay the 15% restocking fee, I could pick out a washer “similar to the dryer that was delivered” . I told Ann that I wanted Sears to pick up all merchandise and issue a full refund. She said that Sears could not do that.

I spoke to Ann’s supervisor and the supervisor waived the restocking fee. There weren’t many choices left. I picked out a Kenmore 600 washer and dryer that were on display. The supervisor informed me that the washer was “not available". Note - "not available" did not mean "not in stock".

The supervisor then informed me that the Kenmore 600 washer had been replaced with a newer version and gave me the model number of the newer version. It was not on display or on the website.

I agreed to the delivery of the newer washer IF it matched the Kenmore 600 dryer on the salsales floor. I asked the supervisor if they matched. She assured me that they did.

On October 26, the washer and dryer were delivered. They did not match. According to the driver, this is because the Kenmore 600 dryer was a 2008 model and the Kenmore 600 washer was a 2009 model. He said the 2009 Kenmore 600 dryer was “not available yet”.

I called the Westminster Sears and asked for the manager’s name. The woman who answered the phone refused to give me his name but said that I could speak to him. I agreed, told her the nature of my call, and was put on hold. The woman returned to the phone and told me that the manager was in a meeting. I left my name and phone number and insisted he call me. He never did.

I contacted Sears corporate and they eventually sent a matching dryer.

I do not hold Sears accountable for failed GE washers. However, to have a showroom with several washers on display that are “not available”, with dryers that “are available”, and merchandise that “is available” but not on display materially or virtually binds the customer to deceptive marketing situations.