SEARS

They’ve done good work. The workers are professional.

I have been using them for about 20 years. They are quick, thorough and professional with their job. They are very good in explaining the issue or the problem and what caused the problem.

Ordered part for my stove. Received part fine. However, we then decided to buy a new stove. We sent part back, they deducted approximately $9.00 off of payment for shipping. This we considered fair. However, my Sears charge was charged with a $7.00 LABEL fee! In order to ship any parts back you MUST print out THEIR label and attach. You cannot mail back, they wont accept part without label. They charged us $7.00 for this label. This is so wrong, but again another underhanded way of getting more money out of consumer. Beaware, not only shipping, but a $7.00 label fee! Sears has changed in the last 5 years and not for the better

On Saturday, Sept. 24, my wife and I were at our local Sears store, and my wife purchased about $16.00 in clothing. She didn't have her Sears card with her, but the clerk told her that she could look up the account based on driver's license and other information, which she then did. The clerk then told my wife that we had a Sears MasterCard account. We both stated that we didn't, we just had a regular Sears card. The clerk insisted that the account was a MasterCard account. She put the purchase on the MasterCard account. When we got home, we looked at our Sears card and it was NOT a MasterCard account. Sears had sent us two Sears MasterCards in March, which we shredded because we did not want a MasterCard account. However, it seems that Sears activated the MasterCard account without our permission, and in addition closed our existing account. I called the toll-free number and was told that this was their practice, and that we were sent a letter (which neither one of us remember receiving) explaining that if Sears did not hear anything in return, that the MasterCard account would be automatically activated. I actually asked the person in Customer Service whether the account would be activated if I were dead, and was told yes!!!! The end result of all of this is that we canceled the MasterCard account, and we will not do business with Sears ever again.

We bought a Samsung french door refrigerator two years ago from Sears and purchased their maintenance agreement on it. The refrigerator stopped working on August 18th, and Sears came out on August 20. The repair person had to order a part, because Sears does not stock any parts for Samsung, LG or Bosch. The part came overnight UPS on Tuesday. We called as soon as the part arrived, but was told that we couldn't get any anyone out to put the part in until the next Saturday, August 27th. The part failed almost immediately, so two more parts were ordered, along with the original part. Again, the parts came right way - overnighted by UPS. And again, we can't get a repair person out here until Saturday! And if that's not so great, try dealing with their so called "customer service". They are insensitive, keep to their story line that there's nothing that they can do, they're really sorry, all the while they do absolutely nothing in a rude and condescenting way!!!!! Why can't Sears put us on a priority call as soon as the part arrives? Why do I have to do without my refrigerator for two plus weeks? I;ve been offered $80 towards a mini-fridge but I have to get it from Sears or K-Mart. Great - try finding one at either of those two places that holds more than a six-pack! And the K-Marts around here don;t even stock mini-fridges! They haven't reimbursed me for any of the food I bought (we had company that weekend - I lost about $280 worth of food), I have to wait until the fridge is fixed to turn in the list if food I bought is what customer service told me. And they'll only reimburse me $250, and only for the first time I lost the fridge. Not for the second - that's too bad the guy said!Plus the second time we had a repair man out, he wasn't even a fridge guy. He did HVac repairs! Since our last guy called in sick, he's all they had. Nice guy, very apologetic, but spend the entire time on the phone getting diagnostic help on the fridge. Really!?!?!If you call their "customer service:", you'll get a sinde, condescenting person who can't and won't do anything for you. I had to pitch a fit to get the $80 for a mini-fridge. If they say they'll call you back, they won't. They "assign" you a "case worker", but you'll never get ahold of them again, and they'll never call you back. My family is tired of eating out, grilling and having peanut butter sandwiches for lunch. I'm tired of going to the grocery store EVERY DAY just so I can give my family meals. I buy milk a quart at a time (that's all that fits in the mini-fridge), so I buy milk once or twice a day. All of this wouldn't be so terrible if it wasn't for the attitude I get from Sears customer service. We've been to the Sears store in Fox Valley - sales people there are very helpful, making phone calls for us and seeing what they can do. But I'm afraid they've lost a customer forever. I'm trying to cancel my service contract with them and get my $ back, then I'll call the many service companies I've contacted (who all can get here in 2 or 3 days and they carry Samsung parts - no ordering!) and have them do my service. Shame on you Sears!

When my washer died, I immediately called Sears 800 repair service since the machine is a Kenmore model, about 6 yrs old.From the start, it was a very irritating experience since I could not speak with a person - only a computerized system. I really wanted some information as to what I could do until the repairman arrived. The machine had run its cycle, but when I set the dial to an extra spin (to speed the drying time), the machine filled with water and just 'died', leaving me with a laundered load sitting in a tub of water! There was no way to drain the machine in the meantime. I completed the call and was only able to set an appointment for the following Tues. am (the machine died on a Fri. afternoon). Very frustrated at not being able to speak with a person, I called the local Sears, hoping to get some help from a salesperson. Not possible. The person answering the phone at the store # offered assistance, and I explained what I was looking for, with a flat-out lack of help from him. I ended the call and realized I needed a sooner appt. if I was going to be stuck with a filled washer. I called the 800# back and re-scheduled an earlier appt (for Mon noon-4pm). The repairman showed up at 11:30 am (that was okay with me), and did not know he was scheduled for noon-4pm! He thought he was late. After the repair was completed, I was informed that he would really prefer not to be paid with a check, but with a credit card for ease of the transaction. He claimed that it was more complicated getting the check approved and time consuming. As we were trying to complete this transaction, he had a problem with his computer and asked to use our landline phone connection hooked up to his computer.That, in itself, took about 15-20 minutes. The actual repair went okay, apart from the ridiculous charge for labor for such a minimal repair, but my complete frustration was with the lack of customer service that Sears offers.

In May, I purchased a Kenmore garbage disposal. The disposal recently stopped working. It is still under warranty, so I set up a service appointment with Sears (by calling 800-469-4663) for this past Monday, November 15th, between 8:00 a.m. and noon. I received an automated phone call to confirm this appointment. I took time off work to be home. However, at 10:30 I received a phone call to tell me that a serviceman would not be able to be here and that I would have to reschedule. I was told that the earliest next appointment would be December 2. Since I am selling my condo, and the closing is December 3, I can't wait until the 2nd. I called to register a complaint and was told that there was nothing Sears could do. When I asked to speak to a supervisor I was told that the supervisor (Irene) would return my call within one or two hours. The supervisor never returned my call. After several more phone calls and e-mails to Sears' Customer Care (800-549-4505), I scheduled another service call for this afternoon, Saturday, November 20, between 1:00 and 5:00 p.m. Again, I received an automated phone call to confirm the appointment. At 4:30, I called Sears repairs line to inquire as to what time the repairman would arrive and was told that I was not on the schedule. After making yet another phone call to Sears' Customer Service, I was told that they "don't know what happened" and that all the servicemen had gone home for the day. This has absolutely been the worst experience I've ever had with a retailer. Sears obviously does not care for its customers, doesn't care how it inconveniences them, doesn't care how much time they waste waiting for repairmen who never show, making phone call after phone call, and writing useless e-mails. I am about to purchase a new house and eventually, new major appliances for it. Had Sears lived up to its commitment and followed through with it's appointments, I would be a happy, satisfied customer. I would have been eager to make more purchases in your stores in the future and happily recommend Sears to my friends and family. However, because of this horrible experience, I will never, ever step into another Sears store, I will never purchase any Sears brand products, and will never purchase anything from Sears on line. I will also urge my friends and family to do the same. In addition, I will be contacting the Better Business Bureau and filing a formal complaint with them. I will also report this to the Washington Consumer Checkbook, Angie's List, and the chairs, ranking minority members, and staff directors of the House Education and Labor Committee, the Senate Commerce, Science, and Transportation Committee, and the Senate Health, Education, Labor, and Pension Committee. Moreover, I will warn other potential Sears customers and urge them to avoid making the same mistake I did.

After 20 years of buying 8 large Sears appliances, I will never buy another of their products or call for service!

Arrived late. Washer repair ok. Moved dryer to access washer. When dryer put back in place, failed to replace vent on back of dryer and failed to plug dryer in to power. They refused to take the parts removed from the washer. Left a heavy box 30"x30"x24". I had to have the local scavenger haul it away. I won't patronize Sears again.

Saved us replacing a 56" TV. Picture is now even better. (Dan's TV Cocoa, was way, way too expensive; took the set and did not fix the issue. This on another TV earlier in the year.