I purchased on-line an electric range and hood from Sears Roebuck & Co. on Jan 17, 2010. The range has been delivered after numerous arrangements and many telephone calls, mostly to foreign speaking persons who know how to say "I am sorry." The hood has not been installed. I am going crazy attempting to get in installed. I have already paid for this. Yesterday, 1/26 and installer showed up and asked: "Where is the hood?"
When I finally go hold of a person at Sears, I was told the installer had to go to the warehouse to pick up the hood, take it to the place to be installed then install it.
When I went to tell the installer, he was gone.
I later received a telephone message that I think was about the hood installation. Unfortunately, the person who left the message spoke so rapidly from a cell phone, there was no way I could understand the message. I have waited all day., Jan. 27. No installer. I have been attempting to contact Sears for the past hour and 15 minutes. I think their customer service is in a foreign country. The telephone line is horrible and I have difficulty understanding the English spoken. I grew up with a very good impression of Sears Roebuck Company. I certainly do not now. I need to have the hood installed. I cannot rent the property until it is.
The installers finally delivered the hood on Jan 30. After taking off the old hood, they saw it was ducted and the hood they brought is not. (The old hood is a Kenmore – Sears hood) They said they could not have known, nor could I, until they took the hood off.
I therefore ordered a new hood Jan 30. The woman who took the order said it would be installed Feb 1, 2010. I telephoned the morning of Feb 1, 2010 because the e-mail Sears promised had not arrived. This new woman told me the company that does the installation only now would have received the order. There was no way they could install it today, the day Sears promised. I cancelled the order.
So the next thing that happened: A telephone message from the installers wanting to arrange a date to install the hood. Obviously the right hand does not know what the left hand is doing. I told the man I had cancelled the order.
Many many frustrating hours have been spent on what one would think would be an easy task: buying an electric range and hood and having them delivered and properly installed in a house. Again, I grew up with Sears as a solid company. Not now!
Sure hope I get the proper refunds!

bought a craftsman new under warranty from sears and it does not work they won't accept it and are billing me 520.00 i only paid 225.00 for it and it doesn't

Two questions I asked of the Sears customer service people today 1) If a service tech comes to your house, works on an appliance, and then declares that it is repaired, is it reasonable to expect that it will work the first time you try to use if after he leaves? 2) In case it does not work, is it reasonable to expect that they will send someone back to finish fixing it that same day? They said yes to both questions, and then proceeded do just the opposite.

We got a tech guy from Sears to come and fix the oven. We have an extended service agreement. He told us that he had finished the work and then he left. An hour later we tried to turn on the stove top and after ten seconds, it shut down, with an error code flashing on the digital display. Multiple tries yielded the same result. A quick call to the service center resulted in guarantees that they would contact the tech and have him right back out. No one called us back, and there was no sign of help. We called again only to receive the same false assurances.

Next day, after multiple phone calls to various customer service people, the bottom line is they can't send anyone out because they don't service our area today. Seems to us like we had to go to the back of the line to get another appointment, even though the guy never finished the job on the previous trip out. Rather than them being inconvenienced by sending someone out immediately, as they should (maybe to work overtime), they are making us, the customer, suffer the inconvenience for their mistake. And the inconvenience is compounded by the fact that we have an elderly man living here, who is physically disabled, and this creates a hardship for us in preparing his meals. Not that this made any difference to Sears when we told them about it. They still did not respond by getting someone to get out here and take care of this. Not yesterday, like they said they would, and not today either. All we could get is lots of excuses as to why they could not get anyone here. Seems to us a long way from the philosophy that the customer is always right.

UPDATE -

UPDATE -- It turns out that the part, a computer board apparently, requires that another part be upgraded in order to make the stove top burner controls compatible with it. This part, however, was not included. The repair tech never bothered to check this out before leaving and he acted completely mystified when he discovered this on his return visit yesterday afternoon.

Nevertheless, I heard him call his office and request the emergency overnight shipment of the necessary part. He told me that it should arrive the next day (that's today) by UPS and that he would be back in the afternoon to install it.

Well, this morning we got a call from Sears customer service informing us that the part was NOT shipped yesterday, but they did not tell us when it would come. A call back to them yielded the information that the part is on back order, and there is NO prevision for when it will be available. And no offer was made to compensate or resolve the problem in the meantime (namely, that we cannot cook on the stove).

We are well into the second week of not having a working range here and Sears' efforts to help us have been totally unsatisfactory. At this point we may just go to Wal-mart and buy a hot plate so that at least we can fry something to eat.

[email protected] <[email protected]>Sears National Customer Relations 3333 Beverly Road Hoffman Estates, IL 60179

Dear sirs,
I was, repeat was, longtime loyal sears customer since 1966 since I was in high school. Where better to buy a new washer than sears? I had sold my house and moved to an apartment building. So I went to sears and bought a washer. What I did not know is that I would shortly be moving to another apartment. This one had 2 washers and dryers (coin operated) in the basement. therefore I did not need the washer. I got busy with my life and much time passed. I went to the sears store where I bought the washer and they said that I had to call sears National Service Center to get a refund. Ok fine, I went to my apartment and called the number they gave me.
I spoke to 3 different people, not operators, giving all the details before being transferred back to the office of the Brookfield store manager. This person indicated that the store manager, Cheryl would call me back. She never did. I called Sears National Customer Center twice more since then and no one called me back. I finally was told that they would not issue a refund for the washer I never picked up.
I have bought literally thousands of dollars of merchandise and warranties at sears. Televisions, vcr’s sheets, video games, hand and electrical tools.(craftsman of course).
Never again. You have lost a lifelong customer. Enclosed is my cut up credit card.
My Family and friends are also long time Sears customers. You may be assured that they will hear all about this as well. As I told the operator the local TV stations like to show items like this. So be it.
Goodbye forever.
Larry Reynolds