Sears is the worst company, if you have a sears card, the joke was you would have at least 1 30 day late. Their credit practices are bad. In addition they say they have customer service, but that is a joke. They are currently charging me over two thousand dollars for a bed I cancelled and never even received. They charged this bed to my sears account which only has a 1200.00 credit limit, when I offered to pay with my debit as I know my credit limit. The person from sears said sears would call for the payment method, she was just doing the exchange of one bed to another. I cannot get this corrected, they closed my account, which is fine as I will NEVER PURCHASE ANYTHING FROM SEARS OR KMART AGAIN. I am taking them to small claims court for 5k which includes punitive damages.

This is a copy of a complaint I sent Sears

Repair of Self Propelled push lawnmower

Left for in warranty repair 5/15/09 at Sears store, West Town Mall, Knoxville, TN
Picked up 6/12/09
I have been a long term Sears customer, and have bought my appliances and yard maintenance equipment mostly from Sears for over 30 years, because of Sears service. Because of this experience with trying to get my lawnmower repaired, I am going to have to find a new source for appliances and lawn equipment who can render effective service.

1. The mower’s self propelled feature stopped working.

2. On 5/15/09, I went to my local Sears store in Oak Ridge, Tennessee and verified the mower is still under warranty. The salesman gave me an 800 number to call for service. The person on the phone told me to take my mower to the Sears repair center on Weisgarber Road in Knoxville, TN.

3. Upon arrival at the service center at Weisgarber Road, I learned that facility was closing that day for good, within 2 hours of when I arrived. The clerk at that store told me to take it to Sears and West Town Mall for repair. I expressed that this was quite a hassle, and of course the clerk didn’t care, as it was his last day to work.

4. Upon arriving at Sears in West Town Mall in Knoxville, TN, I was informed that yes, they would be handling repairs, but they had not been trained on what to do, and did not know how to help me.

5. The clerk at the store in West Town Mall told me I would have to take the mower to East Town Mall, MILES oat of the way for me. I refused and told him they would have to figure out how to do the repairs, and I could not teach them how.

6. After finding the manager, which took quite a while, she told me I could leave it and they would ship to Chattanooga, TN to have it repaired.

7. At the West Town Mall Sears store in Knoxville, TN, the personnel took my mower but did not offer to give me a receipt for it, and told me they would call about it. I demanded a receipt, but had to wait until the manager arrived to write a receipt with a salescheck number.

8. After almost a month, I had not heard from the mower repair. In the meantime, we had to pay to have someone cut our grass 3 times.

9. I called on 6/12/09 to the Sears West Town store and spoke with 5 different people who got my name and telephone number and that I wanted to check on the status of the repair of my mower, and each time after holding someone else would answer and I had to start over again.

10. One of the people I spoke with told me the mower had been sent to Chattanooga, TN for repair, where it was sitting waiting on parts to arrive, and I would have to call them for the status. I insisted on speaking with a manager.

11. Finally I was connected with the manager at Sears Lawn and Garden Department in the West Town Mall in Knoxville, TN. She told me the mower was in Chattanooga and I would have to call them for status. She said she would call back and give me a toll free number to call in Chattanooga about the status. She said she could not tell me the status, and it was not her job to tell me. I told her I did not think this was an acceptable way to treat a customer.

12. I called the Sears toll free number, and told them the troubles I was having. I insisted that they should inform the manager it IS her job to check on the status and let me know. The person at the toll free number gave me the number in Chattanooga to call. I told them I didn’t think it should be my job to have to chase down the status of this repair.

13. While I was talking to the toll free number, the manager called on another phone and finally asked for the model number of the mower, serial number, etc.

14. After several more minutes the manager called my wife back, and SURPRISE they had found the mower repaired, at the West Town Mall store where it was available for pickup!

15. Considering all this trouble I have had with Sears on this repair, I cannot help taking a lesson that Sears does not care a d___n about service anymore. Do you know any reason I should think otherwise???? Why should I not next time instead buy from my local hardware store that has their own repair facility on site? Or why should I not by from a local appliance dealer who will be responsible for repairs? Why should I ever buy from Sears again???

16. Maybe another alternate next time would be to go to Best Buy next time. I already know they don’t care about service, and they ARE much cheaper than you are!

Have a refridgerator that has issues. Called and schedule service appt. for Wednesday afternoon. They (sears) calls me at noon on Wednesday and says tech called of for the day. reschedule for Friday, when I tell them no, it needs to be thursday they schedule thursday. Thursday, nobody shows, call and schedule friday, they call back and say they are bumping due to being overbooked!! Schedule for Monday, no automated call Sunday night so I call and check.. its been changed to Tuesday.. call again and speak to a supervisor, I was very pointed in my disgust with the way Ive been treated and explain that she can fix this by having them call me back (instead of me always calling them), when it got to a bit more heated discussion be cause she kept telling me they cant email other department, I called her out on that blatant lie... she hung up on me.. Last time I will ever spend money in Sears or the new owner Kmart!

I placed an order in late May on Wed for a microwave at Sears.com for in-store pickup. The order went through and the email confirmation says that the item is ready for be picked up in 2 days pending another email confirmation. I forgot if the site indicated the item was in-store or not, but in any case, 6-8 days extra if not in-store which was totally acceptable. No email came on Friday or over the weekend. I called the store and I could hardly understand the rude employee but basically they received no shipment and told me to wait for the email.

I then called Sears Customer Care and credit must be given where credit is due, the agent was super nice but she wasn't able to help much because the system gave her no useful information to impart. First, she told me if a merchandise wasn't available to pick up in a store, my order shouldn't have gone through. When she tried to find out what was going on, the system simply indicated that the merchandise was out with no estimated date of arrival. Yet, Sears charged my credit card as if I already took the merchandise home. She also couldn't tell if any other Sears in my city had the item in store but I could look it up online, while I was on the phone with her, that another store had. That tells you how inefficient Sears' inventory system is. Then I asked if they could send the item from that store to the one I was supposed to pickup. She said their system couldn't do that but I could keep calling back to check if they'd new update on the delivery date. Amazing, what hoops I've to jump through. If I didn't call, I'd just be waiting, they don't inform you when they run out of stocks.

Then I emailed Customer Care to see if another agent could do something. I was then told to order it again for home delivery and Sears would reimbursement me for the shipping charge. Okay, that's good only the problem was that Sears.com stopped taking shipping order and I could only do a pickup (from a very faraway store). I replied with the info and asked what other solution they could give me. The next day they had the nerve to just cancel my order, without my consent! The rub is that I placed the order when the item was on sale and I used a coupon to bring the price even lower. I don't understand why they couldn't just keep the order and charge my card when they ship the item and let me, the customer, decide whether I want to wait or not. Of course, now they don't have to sell it at the lower price. So aggravating. They won't last long with this kind of retailing misstep.

I took my lawn mower to Sears Repair Center (Kennesaw GA location) earlier this year for my annual maintenance and noticed the customer service was lacking but did not mention anything back then. Yesterday, my mower stopped working and I tried to reach the store 10 times yesterday. At least twice I did actually get someone but they immediately put me on hold and never came back. So I located the store hours on www.sears.com (store location function) and noticed their hours were listed from 8:00am until 8:00pm so I loaded the mower in the car and drove all the way over there only to find the store had closed it doors at 6:00pm.<br />
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Today, I try calling again and again no anwer, so realizing I really need my lawn mower fixed I drove all the way back over there again. This time I find no one in the store and after calling out for someone from the back a sales associate appears. I ask her if I can speak to the manager, I want to inform the manager about the website. She directs me to get my mower and she will find the manager and send him outside to speak to me. I unload the lawnmower and haul it across the parking lot only to wait for 20 mins to see the store manager. <br />
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Finally, he appears and asked me what I am doing just standing there. I told him a was waiting to see the store manager. He told me he was the store manager and so I told him about my experience with the phones and the discrepancy between the actual store hours and sears website. This is when it became very disturbing. He told me that management did not give him enough people to run his store and that he had 90 customers the previous day and that he didn't need my business. I was really shocked as he turned around and re-entered his store. He didn't say I am sorry or anything. I have never been treated this way.<br />
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My background: I am a certified ITIL manager. I have been in customer service for 27years. I know we all have bad days and many customers are really just unhappy people but I have never had a manager tell me he did not need my business neither have I ever had anyone in an organization bite my head off for letting them know about some informational discrepancies. In the end, I found a repair shop not more than a mile from my house but I can't help but feel like if I were the manager of that store I would get fired. This guy is getting away with treating customers this way.<br />
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I did call Sears Customer Service ( in Manilla?) and they were quite courteous but it still seems that store manager is untouchable. Sears has lost my business for good. This small job bungle has cost them all sales from me, my family and extended family.