I have had the most frustrating experince w/Sears com. Have been trying to resolve an issue for over two months now about the return of a mattress protector that was delivered after I was assured the order would be cancelled because i found out it could take up to 28 days for the product to arrive. Product arrived after I no longer needed it; called was told they would make arrangments for it to be picked up for return. After nothing happened several weeks later I phoned; wasted over 2 hours of my time; manager hung up on me after stating that I would need to pay for the return shipping. She was rude and I contacted the coprorate office to notify them; do not know what will come of it but i know I will never visit or shop sears.com again and am unlikely to shop at any sears or kmart stores in the future as a result. I plan to donate the mattress pad to our local homeless shelter. Shame on you sears.

I placed an order on Sears.com for a printer in September 2007. They sent me the wrong item 1 week later.

The procedure to fix a wrong shipment is to have UPS pick up item, restock item, then issue a new item (the process can take up to a month.) The only way to get a replacement sooner is to order a new unit and to get credited once the first unit returns.

Not wanting to wait a month to get the correct item, I placed the second order. A few days later I receive a 2nd wrong item. I call to complain, and the supervisor explains that the item is listed on Sears.com, but they do not actually have the item.

Early October:

2 weeks go by without the item getting picked up and discover that the supervisor never made the request. Another week goes by without pick up and I call again. Another supervisor informs me that the pick-up has been set up incorrectly and must be redone.

Mid October:

2nd item picked up.

I check the refund status of my first order and confirm that the package has arrive. They inform that gift certificate refunds are taking a long time to process.

The item that I had hoped to order is still listed on the site and was also "on sale". I inform the supervisor, but they do not seem interested in the problem.

Late October:

Confirm that second return has arrived and that I should expect anywhere from 10 days to 2 months to see a refund. Check on the status of the first item and find no new information. "gift certificate refund is in process"

Early November:

Still no refund. Supervisors promise to check status and send me reply by e-mail. No reply ever comes.

Mid November:

Still no refund. Once again talk to supervisor and do not receive any additional information. Supervisor promises a $25 gift card for my inconvenience.

Late November:

No refunds or gift card. Supervisors promise to check status and send me reply. No reply ever comes.

December 1:

Gift card arrives in mail, but card is inactive. Talk to supervisor and am promised to receive a check instead of a return on my gift card for the first purchase. No new information on 2nd purchase. By this time I am trying to record supervisor names and contact information so I do not have to rehash the experience to every person I talk to at sears.com. However, any attempt to get the same individual has not been successful. I always get "they must be at the other location". Any promises from a previous supervisor are regarded with a "they did not know what they were talking about" attitude.

December 14:

Found a $25 balance on the gift card. Still no check or refund for 2nd purchase. Supervisor claims that the notes on order state that I received the full refund on the gift card. I am able to confirm that there is only $25 on the card. They tell me that Sears cannot issue a check for gift cards as the previous supervisor suggested. They said they will put a priority on the gift cards. Then she stated that the refund for the second item was done incorrectly and that she fixed it and will see the refund in 2-3 days.

December 17:

A check arrives with the refund for the first item!!!

December 24:

Call concerning the 2nd item. The record show that a request for refund was made on December 14th. They request that I wait 10-14 days and that nothing can be done to make the process faster.

I also attempt to call Sear corporate in the Chicago area, but only get forwarded to Sears.com.

January 2 2008:

No refund. Call about second item. I am told item was set up for refund on the 26th of December. I get disconnected and call back and get a different person. They have it in the notes as returned, but no refund has been requested. She sends it in with a priority and the 10-14 day wait time.

I placed an order 12/18/07 for binoculars. Sears.com website indicated item was in stock so I requested expedited shipping and used my bank check card to pay for the order!.
I called customer service on12/24 and was told the item was shipping from the vendor and would "probably not arrive by Christmas". I called again the end of that week and was told the order was shipping from the vendor and no other information was
available. Today, 1/3/08 I again spoke with customer service and was told the order had been cancelled on 12/18- the day it was placed. I never received an email indicating cancellation - only an order confirmation stating it would ship within 2 days! Nor did the first two calls to customer service come up with the info about the cancellation!

On top of that, my money has not been refunded to my bank account! I spoke with customer relations and a Sears.com supervisor today and was told it takes 7 to 10 days for the refund to go through. Well- it's been over 10 days and NO MONEY! I WILL NEVER PURCHASE FROM SEARS STORES OR SEARS.COM AGAIN AND INTEND TO ADVISE MY FRIENDS AND FAMILY OF THE SHODDY TREATMENT I RECEIVED!

I normally do not shop at Sears, but my in-laws are frequent shoppers there. I ordered 2 gift cards for them on Sears.com as Christmas gifts the day after Thanksgiving. Today is December 14th and I have not received the cards yet. I just spoke with a customer service rep who says that they just mailed my cards out yesterday, December 13th, and "hopefully" I'll get them by next week. I told her that these were Christmas gifts. She could not guarantee that I would receive these for Christmas. Again, these are 2 gift cards that I ordered THE DAY AFTER THANKSGIVING! She also said that since they had already shipped the order, they could not cancel it so I would just have to wait. I will NEVER order from Sears.com AGAIN!

We ordered a stove and microhood from Sears.com and picked it up at West Lebanon NH store. The stove and microwave were both malfunctioning from day 1. The microwave made a chirping noise whenever we would use it and the front door on the stove could not be removed due to an improperly functioning hinge. We called Sears to come fix these problems. Big Mistake.

Visit 1: Repairman comes to assess the situation. Orders a hinge for the stove and a new motor for the microwave.

Visit 2: Repairman comes to work on stove and determines that the wrong hinge was sent. He can not work on microwave, because he doesn't have the work order. He tells us that we need to uninstall the microwave anyway for him to change the part.

Visit 3: We uninstall the microwave before this visit. Another repairman comes and is confused as to why the first guy thought we needed to uninstall it. He replaces the microwave motor and does not test the microwave before leaving. He uses a hammer to remove the door from the stove and installs the hinge in the stove that the previous guy thought was the wrong one. He then breaks the outer glass on the stove door and reinstalls it.

Now he leaves. I test the microwave and it turns out he installed the wrong motor in the wrong place and now it not only chirps, but the turn table is broken. The oven door does not stay closed enough to turn out the oven light. We called Sears.com and they agreed to replace the appliances, which is great! It then takes two days of going between Sears.com and the store we picked up the appliances from getting the run around and being sent in circles to finally get to a point where someone at Sears.com finally figured out what needed to be done and took care of it.