I had a air duct cleaning and carpet cleaning done by Sears carpet and air duct services ruined my carpet, by discoloring it. And they damaged my dryer vent. What a complete disaster.I called sears corporate 847-286-2500. And they tell me there is no way to reach out to anyone from corporate by phone, what a complete scam, and dishonest company sears is they should be ashamed of themselves.
If they truly want to rectify the issue they can reach out to me at [email protected]. Sears just doesn't care stay far away!

Let me share our family story with you of a recent sears transaction. Doing business with sears is NOT Customer / Family friendly and it will only surprise me how long it will continue to stay open. Let me share yesterdays experience at their store. Shopping for clothes for my 96 years young Mother, sometimes requires an exchange for a different size, since she can't always go shopping, and different brands do not always size the same. Just yesterday tried to exchange pants bought at sears for her for a different size...I have a family, I have a job and I have a Mother who is my best friend and can't shop for herself, needless to say, her income is limited. The exchange request was not unreasonable, explained the situation, was told by an employee that it's policy is 30 days, and it has been 31 days! I understand the clerks hands were tied by company policy...Called sears corporate office and explained the request, (come on... it's only 1 day out) to be told again of the company's exchange policy and they stand behind it. Bye Bye sears...In the future I will shop where the Company actually knows life happens and cares about their customers.
Might want to change your policy to keep customers! Shame on you sears...
96 years young taken advantage of...
1 day over your exchange policy...
$20.00 worth exchange = more lost Customers ...
It's not the $$$ , as much as the pathetic lack of Customer Respect
This fact alone will eventually be the demise of sears...It won't be because of Brick and Mortar sears closes, it is because of poor Customer policies, and in this case, taking advantage of the elderly.

Let me share our family story with you of a recent sears transaction. Doing business with sears is NOT Customer / Family friendly and it will only surprise me how long it will continue to stay open. Let me share yesterdays experience at their store. Shopping for clothes for my 96 years young Mother, sometimes requires an exchange for a different size, since she can't always go shopping, and different brands do not always size the same. Just yesterday tried to exchange pants bought at sears for her for a different size...I have a family, I have a job and I have a Mother who is my best friend and can't shop for herself, needless to say, her income is limited. The exchange request was not unreasonable, explained the situation, was told by an employee that it's policy is 30 days, and it has been 31 days! I understand the clerks hands were tied by company policy...Called sears corporate office and explained the request, (come on... it's only 1 day out) to be told again of the company's exchange policy and they stand behind it. Bye Bye sears...In the future I will shop where the Company actually knows life happens and cares about their customers.

Feeling the need to vent, I've searched and found a mysears community board which isn't working properly and won't allow me to register, so I'm posting here.

We, me and my 80something folks, purchased a new washer from sears on 8-27-16. Delivery was scheduled from 8-29-16. The delivery came and the door frame was slightly too narrow for the washer. My mother told the delivery people to hold on her son can pull of two strips of wood. They said no we can't wait. She came and got me and I saw them hurrying to get out of the driveway and they left the washer sitting in the dining room. I took the strips off the wall and it took me approximately 3-4 minutes.

So we had to call and the next delivery available was not for 4 days, so we waited.

The washer got through this time but every time we tried to use it it thumped all over the place. I checked and it was straight and level. I called customer solutions and insisted we can choose a different brand and the operator approved it. She said go to sears tomorrw and pick one and call us with the new item number.

We did just that. I called from the store and stood on their phone for like 35-40 minutes and I'm stilll not sure what all the typing was about.

Now the wait began. Wait for an even trade call for pickup and delivery. We'd get a call and they'd say wait for another. My folks, within a two week period in addition to me making calls, drove to the store and inquired. Finally, I talked to someone (they all have accents you can't make out clearly, and he says that we have to pay the difference of the new washer because it is over two hundred dollars more. We picked it out two weeks earlier and they "processed it" and the price was $499. Now, two weeks later, they want to run our credit card to charge us $749 for it, not in sale. I was livid and explained the situation. They said wait for a call.

Next day I got the call and he says it's $749. I said no we will only pay $499. He says ok, I can do that, please hold. He comes back and says he needs to get the notes from my previous calls to approve it but today only he will offer me $150 off the $749 washer, meaning it would be $600 or $100 more than what we picked out. Anyway, to make a long horrible story short, I said cancel it and refund us and pick it up. Today they picked it up and were waiting got the credit card to be credited.

We went to Best Buy and found the same washer for $499 and bought it.

Sears, NEVER again. Your customer service is so disconnected; one call after another and no results.

They came out took the microwave down and changed the control panel. It took 2 hours and it was not fixed. The tech said to call and tell them. I called and they told me they did not change the part because the microwave was working. I said I have a 4 minute video of the vent opening and closing on its own. They have been out 7 times, and its not fixed. The techs say they can't fix it, and it needs to be replaced. Finally after many phone calls them verify the account talking about the problem with me. I get to the people who will handle replacement of the. Then they ask for Jennie because she is the account holder. I told her Jennie has passed away a month ago. I have always handle this. Then they said we cant discuss this problem with me because the account is in my sister in laws even if that was the case it appears they will discuss your information with anyone, until they have to spend money. Then if someone died a death certificate is not enough they want Estate paper work

They came out took the microwave down and changed the control panel. It took 2 hours and it was not fixed. The tech said to call and tell them. I called and they told me they did not change the part because the microwave was working. I said I have a 4 minute video of the vent opening and closing on its own. They have been out 7 times, and its not fixed. The techs say they can't fix it, and it needs to be replaced. Finally after many phone calls them verify the account talking about the problem with me. I get to the people who will handle replacement of the. Then they ask for Jennie because she is the account holder. I told her Jennie has passed away a month ago. I have always handle this. Then they said we cant discuss this problem with me because the account is in my sister in laws even if that was the case it appears they will discuss your information with anyone, until they have to spend money. Then if someone died a death certificate is not enough they want Estate paper work

Hello,
First I want to start off by saying that I myself am in the retail business, I'm a District manager for a large vending services Corp. I understand the importance of GOOD customer service! Sadly your Sears store 1066 in Regency plaza, showed me one the worst shopping experiences ever, by not only a store associate but by you store manager (who refused to give her name) all I know she had a very BAD attitude and some sort of accent. When I asked to repeat what she said due to her thick accent, she got very annoyed with me. At the time I was having my truck serviced at the auto center at which they out lied to me about the parameters of coupon I presented.
I think with the troubles Sears Holding and Kmart are having, I would not think you can afford to lose customers, with me...you have. This is not the first time I have had issues with the company, but it is the last. I'm especially disappointed in the management team, to such a poor attitude, it seems I was not the only one, I had her speaking to other customers in the same manner. Needless to say, I left my purchases there, trying to buy a Tractor lawn mower....I went to Lowe's.
I will never shop there or any again, I will not get my vehicles serviced there anymore.
Thank you much.
Ben

DO NOT BUY A KENMORE APPLIANCE! THEY DO NOT STAND BEHIND THEIR OWN PRODUCTS! I purchased a refrigerator 14 months ago. Last week the refrigerator stopped working and I called the Sears service to repair. The technician told me the Compressor was bad and possible internal seal failure of the refrigerator. The cost would be $950.00. This would not include the internal seal failure which would need a new refrigerator case. Refrigerator FAILURE just over 1 year old with no realistic way to fix it. After emails faxes and letters being sent to Sears corporate, they told me the refrigerator was out of warranty and basically to go pound sand! They did offer 10% off of a new refrigerator, big whoop $100! So a year and 2 months later they will not stand by their product and I have to spend ANOTHER $1000.00 dollars on a new refrigerator. I’m screwed I can’t repair IT and Sears (Kenmore) WILL NOT STAND BY THEIR OWN PRODUCT! I will be telling anybody who will listen to me to not purchase any Kenmore appliances because they will not stand up for their own product! WHAT HAS HAPPENED TO SEARS??

KMM63453440V37519LOKM

Kyle Syrek
[email protected]

We purchased a refrigerator in May 2015 and it has since stop working. We have had 5 service calls and multiple parts replaced to no avail. I have a newborn at home and we are resorting to coolers to keep everything cold. Such as formula!! I have called multiple times and have dealt with very rude representatives. I just want a refund so that we can get a new one.

I put fitness equipment on layaway in the store, when I went to the store to make the first scheduled payment I was advised the order had been cancelled. Not given a reason why, the manager said she would put in a ticket. I waited a few days and heard nothing. I called the 800 number I found online, got transferred around, hung up on several times. Finally, I was told the issue would be escalated and the district manager would call me within 24-48 hours. It's been over a week and nothing. All I want is my money ($100) back that I initially put down. This is ridiculous, I'm shocked this is going on at SEARS. If anyone has information on how I can get my money back, please advise.

So I see that this layaway refund issue is very common! I placed a layaway order on black Friday at my local sears store. I had made 5 payments into my layaway well when I went to make my next payment online it had said my layaway was cancelled. No biggie I though boy was I wrong! I went to my local store and spoke with a Manger in tools where I had placed the layaway well, she informed me that it was cancelled because it went delinquent. OK I understood she was very nice and put together my items on a list and I repurchased my items in the store that day which was February 2nd. I was told by that Manger that the money that I had already paid in my layaway would be refunded to me via check within 7 to 10 business days! WRONG!! I have since been told every week I have called the supposed offline team that issues refunds that they had sent out a check but then I call back a week later to be told I'm sorry we issued it to the wrong address and had to cancel it and reissue another check....only now it's been over a month and not once, not twice, but three times they supposedly sent me a refunded check!! I call BY on it! When I sent the email back to the supposed offline team with the correct address on it with my name, number, email address it was pretty much idiot proof right? NO! As of today march 3rd I have not received my refund check! I have tried to call every number I have found, emailed, and chat and I still have not had any resolution to my issue! NO CHECK! So not only did my refund get cancelled but they still got their full amount paid to them in cash for my layaway products, and have 567 dollars of mine that is owed back to me!!!!!!! Does anyone get any help from these boards???

Can I sue Sears.com for charging me a cancellation fee if the contract pay period is not what I initially was offered when I placed m online order? This is the second time that I have placed an expensive item on layaway and a few hours after I submit my order and accept the contract (which clearly indicated a 26 week layaway period with 13 bi-weekly payments) soon after I get a confirmation email showing a 8 week layaway period with 4 bi-weekly payments (three times what my initial payments are to be). I can't afford that, and further more I am certainly not paying any cancellation fees. Although it's currently only .01 down layaway...the same issue happened about a year ago and they still charged a cancellation fee to my account or rewards (I don't recall the outcome exactly).

I'm glad I thought to take a quick snippet photo of the initial contract before clearing the screen so I have proof this time. I just think it's crap that retailers are allowed to hold us to our end of agreement but when they drop the ball it's a different story. I can't say that they have behaved negatively since I haven't' contacted them as of yet, but I hope they honor our agreement this time since we missed the sale on a similar item because we decided to go with Sears instead.

2/22/2013 I had a service man out to fix my washer covered under the Sears Protection policy. They collected $75 fee, I have a sales slip showing the payment was collected, but Sears (India) phoned to collect this amount again in July 2013. I wrote to complain to the Blue Ribbon Service people and after several tries they corrected their records and stopped sending me 2nd and 3rd,. invoices. BUT WAIT ! Can this be yet another attempt to collect the same $75 fee from Feb 2013? Yes it is, but this time it comes from a collection group R-M-S- based in Ohio. When I try to call the Blue Ribbon Service At 888 -266-4043 (any ext #) I am faced with a dial tone. I don't blame you for not answering (I really am not happy with you). Should I just stop doing business with Sears altogether? Should I give them yet another chance? Should I seek out legal advice because I am now being stalked by Sears? Check your paperwork, and call off the RMS. Until I receive a letter stating your solution to this problem, I will go on every media site I have and tell everyone what is going on with Sears' customer service. By the way I have lots of time on my hands because to do this because I have no job.
From: Claim # 451941173-M3, Ref. # 41632885

I placed clothing on layaway with Sears on April 15. I made timely layaway payments, paying off the balance early on June 3. I waited for my order to arrive. After 8 days with no contact whatsoever from Sears and no shipment, I called Sears.com. I was told it address the problem. I was only bounced back into the loop of generic calls having to repeat myself over and over with no answers. I sent sears.com an email regarding my cancelled order. On June 12 I received a very apologetic email from Sears.com informing me my order had been indeed cancelled due to Sears being "out of stock" of the items I had on layaway???? How is that possible? How can Sears enter into a layaway agreement with its customers and not even set aside, hold, or reserve the items they are laying away? Plus they bind the customer to the contract of meeting conditions, like time layaway payments, and if the customer defaults they do indeed penalize the customer $20.00 fee. (I know this to be a fact because I cancelled my first order and reordered the same items in a smaller size. And yes it cost me a $20.00 penalty. Now Sears has had no problem accepting 4 payments including the balance (total $96.60) and keeping my money and refusing to issue an immediate refund to my PayPal account. I've made numerous calls to request an immediate refund since Sears cancelled my order due to their running out of stock. Here I am with no merchandise and no refund. The reason people put items on layaway is because they don't have the funds readily available to outright purchase an item. Why does Sears think it is "OK" to tie up that persons money for the duration of the layaway term...and weeks beyond cancellation of the order by them??? Everyone I've talked to has informed me there is absolutely nothing they can do to expedite my refund of my layaway payments. I have asked to be transferred to someone who can help and I'm told the only thing left to do is to send an email to corporate at shc.customerservice.sears. But, of what value is that when they tell me there is no way there system can speed up the process. My first job out of high school was at a Sears Catalog Sales Office in a small town. Back in the day Sears stood by their customer satisfaction policy. It just "blows my mind" at how far away they have gotten from good customer service and how they can get away with such unfair practices. In reality they should be refunding my money immediately and issuing me a $20.00 payment as a penalty for their failure to comply with their layaway agreement. But all I'm asking is for my money that I have paid now, not in 2 weeks.

I purchased a frig from Sears in June 2013. It didn't work properly. Sears replaced it with a "brand new" frig. A few months later, the ice maker wasn't working. When I call for repair, Sears said my frig was already out of warranty! Sears had replaced my brand new 2013 frig with a 2012 frig.

I'd like Sears to replace my frig with a 2013 -- that's what I paid for. Or at this point, for stringing me along, I'd like them to come get this frig and give me my money back. That way I can buy a new frig.

thank you, butterfly

I placed a GE Profile refrigerator on layaway 12/27/12. I completed paying off the layaway on 2/16/13(Saturday), and I scheduled the delivery for Thursday, 2/21/13. I verified on Sunday with my bank that the payment had been processed, and it had cleared. On Monday 2/18/13 I go to the sears location where the layaway was done, to speak to sales rep and explained that the final payment of 1346.79 had been placed and even brought the copies of the emails from sears showing the payment was made. After the sales rep in appliances about the issue of the payment not posting to the layaway. The sales rep got the manager and she made several calls and was told that the payment should be posted to my layaway that night and to check in the morning. On Tuesday morning I checked and the payment still did not show as posted, I again called the 800 number listed and spoke to several people and finally had to ask for a supervisor because no one could even see the payment at all and they could not even find my address or phone number or name. So I went to the store again where the layaway contract was done and and again spoke to a manager who made several calls again and was assured that the payment was showing as pending and would post to the layaway on Tuesday night. Well, I repeated the same thing on Wednesday when the payment was STILL not showing as posted, again to the store and was assured that I would get a call that night between 6-9 with the delivery time. Well no call Wednesday evening. Well again Thursday morning came and again I called the 800 number and then the store. Spoke with an assistant manager, who promised to call me back. 5 hrs later no return call so I went to the store and ask for this asst manager by name, and instead got a different asst manager who stated that the asst manager I had talked to was on the phone with corporate trying to figure out the problem, & they had done a work ticket for my layaway. A 3:45 I had to leave the store after waiting for over 1 hr for word from someone in management, I told the asst manager that came by that I had to leave for an appt and verified that he had my phone number. At 5:30-6:00 I get a phone call from the store manager that states he has gotten the issue fixed and what day did I want the refrigerator delivered. Well I had taken off the day to be home for the delivery date that I requested, I told him Saturday, 2/23/13. As of today 3/7/13 my layaway STILL shows as having a $1346.79 balance. My shop your way rewards points have not been applied and layaway shows as not paid in full. I have not gotten any apology or even an offer of $ for all of my time that I spent calling and going to the store to get my refrigerator. This is poor customer service on SO MANY LEVELS.
Unhappy customer

To rick5270,

I sincerely apologize for the bad experience you’ve had surrounding the repair of your washer and for the frustration caused by our phone system. It is true that our repairs are covered by a 90 day service guarantee and it is unfortunate that your washer failed outside of this guarantee or any other type of coverage. Regardless, we do value you as a customer and would appreciate the opportunity to discuss these issues with you further and to restore your faith in Sears. My name is James and I’m part of the Sears Cares Escalations team. At your convenience, please contact my office via email at [email protected]. In the email, please provide a contact phone number and the phone number the repair was scheduled under (if different than the contact phone number) and we will call you directly. Also, in your email, please provide your screen name (rick5270) for reference to your issue, and we do look forward to talking to you soon.

Thank you,
James H.
Social Media Moderator
Sears Social Media Support

Sears gave me the run around through their incompetent phone system and the repair to my washing machine was done wrong, It did not get fixed, they said because it was past three months that there would be another service charge for an incompetent repair and that it would not be covered, sears is a bunch of low life customer service asses

Clearly you have no understanding on what a warranty or guarantee is. Since you're too stupid/lazy to look it up yourself:

www.google.com

This is the second time I have had trouble with the Sears layaway policy. A few weeks ago I went into my local Sears store and placed several items on layaway. Once I realized my first payment was due I made it online, however it was 6 days late. The transaction was processed the same day and I received a confirmation email thanking me for my payment. Not more than 10 days later I went into the store to payout the layaway and pick up the items when I was told that my layaway was canceled. Of course no one in the store can tell me why this was since I had my confirmation of making my payment less than 2 weeks prior. So I had to ask the manager at the time why this was. Her response was because my payment was delinquent the "corporate" office made the decision to cancel the layaway. If I had made the payment just 10 days before, why cancel it? So, annoyed and frustrated...then came the subject of my refund. According to their receipt, my refund should be issued in the same manner as the original transaction...No! She (manager on duty) informed me it would be coming in the mail. I have to wait until someone from the "corporate" office decides to issue me a check for what I paid and then I will get penalized a $15 cancellation fee. Why should I pay that when I did not cancel the layaway? Why can't I get the money owed to me from the store where I started my layaway? After 3 phone calls in 2 days to various managers, no one can (or wont) help me figure this out. Seems to me that there are too many inconsistencies with their policies. If your gonna offer a service...follow through with it and make damn sure your policies are clear and understandable for your customers...It might even be wise to add this little snippet to your receipts so your customers will know the facts. If I really was in dire need for my refund I would be screwed because Sears only cares about getting your money...they have a hard time giving it back. This was my 2nd...AND LAST run in with Sears and their jacked up customer service and store policies! After nearly 20 years of being a loyal customer I have decided it is not worth wasting anymore of my time, energy and money with a company such as this...Thanks for nothing Sears...

Dear melissabeecute,

We are very sorry to hear that your layaway was cancelled, we are especially sorry that you did not receive the level of customer service that you deserve. This is definitely not acceptable; and this is not the type of experience our customers should encounter. My name is Stephanie L. and I am with the Sears Social Media Escalations team. I would like one of our dedicated case managers to call you and look further into this. At your convenience, please contact our office via email at [email protected] so you don’t have to continue to be frustrated by this. In the email, please provide a contact phone number and the number your items were purchased under and we will call you directly. Also, in your email, please provide the screen name “melissabeecute “you used to post on this site, for reference to your issue, and we do look forward to talking to you soon.

Thank you,
Stephanie L.
Social Media Moderator
Sears Social Media Support