Sears Holdings Corp

They came out July 7 and he cleaned up the mess, checked it over, ordered some parts, but didn't fix the fridge (he couldn't until he got the parts.) So in the meantime, I bought a mini fridge and still haven't been reimbursed, even though they said they would. He came yesterday 07/21 and left telling me he would call me later but he never did. I called this am and asked to speak to a supervisor, but he was too busy to talk to me. I don't have another appointment yet because I can't reach anyone. I am still using the mini frdige and waiting to hear back so I can finally get my fridge fixed and stop getting the run around. I am at my wit's end.

I?ve tried everything the market has to offer to get our clothes clean, but nothing has worked. I've had to take our clothes to a laundromat to wash them and re-wash them in my machine just to do what I can to ensure they are as decontaminated as possible. I've been through 6 cancer surgeries and I have nearly no immune system at this point. So it is of great concern that my washer is not getting simple stains out of my clothes. It has never performed as promised. I contacted Sears about this and they sent me $50 like they are doing me a favor. What I need is a replacement for this non-working washer.

I spend half the year in Indiana and the other half of the year in Florida. I bought a washing machine from Sears in the summer of 2010 and had only used the machine a total of one and a half years. Sears was totally unresponsive until I contacted Eleanor Fischer at the Sear's Corporate Offices in Hoffman Estates, ILL. She agreed to supply labor if I would pay for the parts which I did. She assured me the machine would be fixed. After six visits, Carl, the Sears technition, told me the machine is not fixable. The washing machine is made for Sears by Whirlpool and after six visits they can't fix it and won't replace their lemon of a machine. They were offering 20% off of another washing machine. I can get that if I wait for a large appliance sale at Sears. The point is that Sears does not stand behind their products and can't even fix them. I have bought thousands and thousands of dollars worth of Sears products since the year, 1970 and have now bought my last product from them. It is no wonder that Sears has declined in quality and doesn't even have a catalog any more. You can't count on Sears for quality, service, product or customer care. It is a joke for Sears to use the term "Blue Ribbon Service" at their corporate offices. The fact is that Sears can't afford to lose loyal customers such as myself but when they don't care about the customer and are not customer focused, then the customer votes with their feet and spends their hard earned dollars with another company who does care about the customer. No normal person can afford the buy a defective, lemon of a washing machine every couple of years. Sears is an example of what's wrong with a few of our corporate organizations who are fleecing the public with products they will not stand behind while pretending before you buy them that they will. I used to love the products I bought from Sears and they held up but this is no longer the case and this is no longer the same company.

The refrigerator was paid for in December, but to be ordered and delivered May 5th 2013 per sales check. When I called in April it was not yet ordered, at the time of the call it was ordered with an expected delivery time of 2 weeks. Upon my return home in May I noticed damage and immediately called requesting an exchange per their satisfaction guarantee. I was offered nothing more than $50 compensation which was an insult. After numerous more calls they finally exchanged for another suboptimal product, it also required immediate service. So I after this mess I asked for a longer warranty which would give me piece of mind for three years after being dealt two less than perfect broken products. They refuse, claiming the refrigerator was purchased in December, but that is incorrect information. It was purchased in april and delivered two weeks from that date. They also refuse to accept my offer of returning it all completely for a refund entirely.

-The 3 year service calls from the date of purchase on July 3, 2010 were: Sept. 9, 2011: Touchpad control panel defective. Replaced (cost $651.63), covered by Master Protection Agreement (MPA) Jan 19, 2012: Defective controller. Replaced (cost $316.21), covered by MPA May 10, 2013 Defective control panel. Service technician opened box - found panel smashed and broken. No repair performed (cost $797.68). Covered by MPA. Part re-ordered. May 20, 2013 Another different technician arrives to install reordered control panel. Control panel had a broken chip set on the printed circuit board. No repair performed. Again, part re-ordered. Cost was presumably another $797.68 covered by MPA. May 23, 2013 Still another different technician arrives. Control panel installed. Range still does not have full functionality (main burner does not work). ~5 boxes of parts were ordered. Cost of service $797.68 covered by MPA. May 30, 2013 Another service technician arrives. Tests were performed. Some parts were installed, some were not and returned. After installation, main burner fails to work. Ordered more parts. Cost $1166.31 covered by MPA. June 10, 2013 Service technician arrives. Installs 2 power supply boards. After installation, main burner still does not work. Ordered another control panel for installation on June 18, 2013. The summary of all this repair work is that no 1 service technician has the responsibility to fix the range. We have been without full functionality of this range for over 1 month with no end in sight for repair. Both verbal and written complaints to Sears customer service in Hoffman Estates, IL fall on deaf ears. Customer service passes the buck to another Dept. that deals with warrantees. The warrantee dept. fails to acknowledge that there is a serious problem with this range and basically tells us to "go pound sand." Responsibility for satisfying a customer (a loyal one) is non-existent. Contact with the original sales people at Sears in Horseheads, NY yields nothing but 'sorry' you are having problems - try calling this number. The sales people don't care one way or the other that you are a most dis-satisfied customer.

This was the worst buying experience I can remember and the problems are continuing even now. I purchased several appliances and arranged for delivery and setup and I paid extra to have my appliances delivered during a certain time frame Despite several phone calls to me prior to delivery to make sure I was going to be there at the appointed time, the delivery was late and not delivered during the time frame I paid for. I was refused a refund for my payment, instead I was told that a 'certificate' would be sent. No certificate has arrived and no one asked me if I wanted a certificate and when I told them I wanted a refund they told me I wasn't going to get one. I had purchased two pedestals for my washer/dryer. The washer pedestal was installed but I was told by the installer that the dryer pedestal was not the correct one and that my dryer was designed to sit on the ground. He took the pedestal back with him and the nightmare began. I called delivery, they referred me to customer service. I called customer service, they referred me to delivery. I emailed 6 times, each time I was given a vague answer that someone would look into it and get back to me in 3 or 4 days. Finally, someone called and told me that the correct item would be delivered yesterday. I stayed home the entire day, and no delivery was made. Two phone calls and two emails netted the same results I had before, that 'someone was looking into it'. So Sears has my item, and Sears has my money, and they have not seen fit to give me an answer to whether I will get one or the other. I trusted Sears and they have cost me a lot of time and aggravation and have let me down and still have my money and my item. ***An update: *** Things went from bad to worse. They had my item and my money. All requests, for weeks at a time, were met with a demand that I wait 3-5 days so resolution was perpetually in the future. Finally a rep (she must have been new) stated in writing that I would get store credit, a discount, and free shipping. The catch? I had to wait 3-5 days for the credit to appear and of course that never happened. Whenever I sent a query about the credit they told me to wait 3-5 days for an answer. Same old games. Finally I had enough of the games Sears appeared to be playing and made a claim for my money through Paypal. Even then, it was a battle, Sears refunded only about half my money initially, I'm thinking they thought Paypal would just see the refund and close the case. Thank goodness Paypal was careful, after further non payment and non response by Sears, Paypal reached in and got my full refund for me. What I took away from this experience is that Sears customer service for me was worse than nonexistent, it took almost a month to get my funds in a situation where they had both my money and my item. While I have no problem with the quality of the appliances, it doesn't really matter for me how good the seller's wares are if they won't stand behind their sales. I don't have a pedestal yet for the dryer but am looking for one in other stores. As you can imagine it will be a cold day in you know where before I buy a Sears appliance again. The other lesson I took away? Pay with Paypal. I'd still be waiting 3-5 days until the good Lord took me home if I didn't have Paypal to muscle Sears. Thank you, Paypal.

Christy Wynn seemed to be nice, professional, and friendly at first, but she did not return the initial promised phone call. After I bought a new machine, then she began calling me back to see if I got the 30% off of the second washing machine that we bought. When I told her that after using the machine and not being satisfied with it (due to not giving hot water, manually putting in buckets of hot water, knotting clothes up, etc.), she said that I could return it and still get the 30% off which was to make up for the damaged machine that the local store would not let us return. Again each time she seemed nice enough, until I explained to Sears that I wanted to return the second machine for a refund and not an exchange since we would be moving out of state soon. Then she said that I could not keep the 30% off of the purchase as I was promised unless I got another machine! What horrible customer service even at the "Sears Blue Ribbon Executive Offices"! In the end, she even sarcastically laughed at the mention of keeping the 30% off discount! I'm going to shop at another store with better service. What a terrible waste of time and money purchasing 2 new washing machines with one being damaged and the second one giving out ripped and partially unclean clothes! What disheartening products and customer service.

They are refusing to honor the warrenty. The Attorney General suggested I try a civil suit.I want them squarely in the penalty box. ANYONE would be crazy to buy from a company that clearly does not honor a warrenty when a request is made in the allowed time. I have been abused and mistreated by Sears and their "Kangaroo Couryt' system of heirarchy.

I called Sears before 8 A.M. Monday, 5/31/10. The earliest appointment was set for Saturday, 6/5/10 between 1 PM & 5 PM. At 3:45 PM Sears rep called to say that the technician was overbooked and that I would have to wait until the following Saturday, 6/12/10. I called and E-mailed Sears and then I E-mailed you. I called early Monday morning, 6/7/2010 and was able to get an appointment today between 10 AM and 2 PM. The technician arrived at 12:42 P.M. and repaired my washer.