I went over to SEARs to buy a lawnmower for my land lord. I wanted to get a model that didn't have a rigs engine on it. They had one that I wanted to buy but the sales person wouldn't sell it to me. The newer model switched engines. So, I was stuck buying a less priced poorly built mower. That pissed me off because the older model had a better warranty on it. Why not sell the older model to make room for the newer model that will take the place of the older machine? Poor staffing made the problem worse. And the time it took to get the mower out of the store was longer. The owners' manual was missing and it took me almost a month to get the new manual.

The sears tech came out to perform annual maintenance on my heat pump (bought in 2005). It worked fine before he got to my home and fine while he was there. As the day wore on and the July temps were climbing we realized the house wasn't cooling off. Of course, this was on a Saturday and they wouldn't send him back to the house. The best I could do was a Wednesday appointment sometime between 8 and 5. The customer service department wouldn't return my messages and the contact center wouldn't put me through to anyone else who could help. 2 days later, I found this weird shaped piece of metal in the grass. Turns out the tech forgot to put the breaker back in the outside box after service. I stopped payment on my check to them and now Sears has sent me to a collection agency to get my $89 for crappy service in my home and crappy customer service. I HATE SEARS AND WILL NEVER SPEND ANOTHER DIME WITH THEM!

Sears failed to fix my refrigerator during warranty period. Later required me to purchase an extended service warranty for $252 before they would return to repair in June 2008. The final repair/diagnosis was that the compressor was partially blocked with some sort of contamination which would have to have occurred from the manufacturing factory.

I have called over a dozen times to set up an appointment to repair my refrigerator under warrenty and each time they set up a date and time they do not show up and than they say they called and no one was there. Each time I took the time off work so now it has gotten to the point I will call a local company to fix it and I will gladly pay for it since I will lose my job if I take any more time off. I also called customer service over and over again and they do not even speak english. I am done with sears now and you make your own decission.

I was online searching for Parts for my Craftsman Lawn Mower that I purchased from Sears. After a lengthy search I finally found a parts direct website. I inputted my parts numbers and was told that I had to phone a customer service person in order to obtain these parts. So I did! This is the part where I start to get frustrated. The number I called was an American number and could not help me. This is after spending over 5 minutes on hold waiting for a person to talk to. She then switched me over to the Canadian version of the waiting game. So there I sat and waited...and waited and waited...and waited. FINALLY a person answered. I was ready to light right into her about the poor customer service but she was very nice and I realized that this poor woman is sitting in a call centre doing her best. So I ordered the parts I needed. But I had a question. I needed to know if the Jackshaft housing came with all the parts, or inards as I like to call them. She did not know. I knew she would not know because who hires persons with knowledge to answer phones about their product anymore. How can a company pay their employees minimum wage if their employees were knowledgeable about their product? I cannot believe the poor customer service we are accustomed to and really just accept the fact that we can stay on hold for an infinite amount of time. If a company is going to advertise a website to order parts from they sure as hell better have such a website to order the parts from. And if a company is going to advertise a parts and service phone number they sure as hell should have someone answering that can at least answer a simple question about the parts and service they are selling. We are far too complacent about everything in this CRAP customer service world we live in. Whatever happened to businesses that wanted our business? Whatever happened to friendly and knowledgeable sales people who wanted to make the sale and have a happy customer that will return again and again. Sears Canada used to be a place to purchase all your household needs from clothing to appliances to tools. Sears Canada used to sell these items to the majority of Canadians because of the high quality of the product and the great customer service that followed the sale. Maybe if Sears Canada had continued with this success many Canadians would still want to purchase their items there.