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Dear Valued Customers: My name is Brian and I work for the Sears Cares Executive Escalations team. We want you know we are here for assistance. If you have any questions, concerns, or current problems you are experiencing with Sears please contact my office. We can be reached via email at smadvisor@searshc.com. In your email please include your name, phone number and an outline of your current issue and we will contact you directly. We appreciate your business and we look forward to hearing from you soon.

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Letter to Sears CEO Re Service Center
Posted by Tucsonbabe on 08/05/2006
TUCSON, ARIZONA -- TO: Alwyn B Lewis August 4, 2006
President and CEO
Sears Holdings Corporation

Re: What in the world…

Dear Mr. Lewis,

What in the world has Sears done to its service organization? What happened to “we service what we sell” once the mantra of the world’s greatest retailer?

I purchased Master Protection Agreement # 040329231400108, a copy of which is attached, to cover in home service of two combo TV/VCR’s, a stereo table top system and a Maytag washer/dryer combo.

The VCR on Panasonic TV # PV-M2079 stopped operating and I called Sears service. A technician came to my home on July 18th. He was unable to fix the VCR and took it to the service center on Service Order #95362223. Please see attached documentation.

Last evening, August 3rd, I received a recorded message advising me that the TV was fixed and could be picked up at the Tucson Service Center. Obviously there was some mistake, the Sears technician took it away surely Sears should bring it back. I foolishly thought that the situation could be remedied by a single phone call.

Mr. Lewis, try calling the Sears Service number (1-800-4-My-Home) sometime. Make sure you have a stiff drink in your hand to calm your nerves before you do so. It took three phone calls and two and one half hours to rectify the situation.

Twice, after being on hold, I was told that I was being transferred to the “Rapid Resolution” Department. I was disconnected both times. The third time was a charm and I actually was connected to a human. After listening to my tale of woe, putting me on hold yet again and attempting to reach the Sears Service Center in Tucson, the associate came back on the line and explained that no one answered the phone and I should try calling them later.

Now, I ask you, Mr. Alwyn, if an associate in the Sears service department could not get through to the Tucson Service Center that is holding my TV captive, what are the chances of me, a mere mortal, making contact.

I insisted that the associate keep trying and he finally made contact with the Mesa Service Center. The earliest date that they could arrange to return my TV is August 17th, one month from the day that it was taken from my home.

Needless to say, when it comes time to replace my appliances, I will not consider Sears. I don’t know what is happening to the company I shopped at for years, but it is not good.


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Posted by Technician on 2006-08-05:
Sorry about the problem with service, let us know if you get a response from Alwyn, he is K-Mart not Sears, but it will be interesting to know if he answers, my money is on NO.

What you are going thru is far from the norm but I know it does happen sometimes. good luck.
Posted by Anonymous on 2006-08-05:
IMO, vcrs are so cheap and cheaply made, they are among the latest "throw away" items to buy. Don't bother getting a warranty. Likewise, depending on what you spent on the TV. As far as the washer/dryer combo goes, ya gotta wonder if it's worth it.
Posted by DORCAS on 2006-08-07:
It seems their "rapid resolution" is to cut you off. I was one of Sear's "Best Customers" victims myself. It took nearly a year to finally get a replacement on a two week old &1300.00 appliance. For the last 25 years we shopped Sears for all our major and minor needs but that stopped and we have since gone elsewhere. The products are failing right off the bat and since the closest Sears is 85 miles away you can bet it's a nightmare to get service. Actually there is a family owned Sears appliance only store in town but their attitude is pathetic, and most the town refuse to go in anymore. Your right, it "used" to be a great store,,,no more!
Posted by tucsonbabe on 2006-08-07:
To Technician,
I posted the letter on Sears e mail immediately after I wrote it. I received an acknowledgement the same day. The acknowledgement stated that the info would be passed on to the service center. My mailed copies have yet to reach their destination.
Alwyn Lewis is now the President and CEO of Sears and K Mart. Alan lacey is gone. The revolving door continues to spin.
Posted by Technician on 2006-08-07:
Tucsonbabe: Yes I know Mr. Lewis is top dog for Sears also. Since you have the SO# for your tv/vcr the tech. number is also on the ticket, call 1-800 and keep telling the machine you want customer service until you get a human, have customer service give you the tech managers name for that tech. and demand to be connected to him/her. Is your best shot at quicker resolution. Good luck.
Posted by tucsonbabe on 2006-08-07:
Thanks Technician.
I scanned my letter into the Sears website on Friday and mailed hard copies on Saturday.
I received a call today (Monday) from the manger of the Mesa Service Group which also handles Tucson. The TV is being delivered this afternoon. I will keep your suggestions for future problems if they occur. It sounds as if you are or were a Sears Tech.
Posted by Fustrated on 2006-08-08:
Having a problem with Sears as well..would you happen to have the email address to that CEO Lewis you mentioned in your email..
Good luck
Posted by HondaCivic4DEx on 2007-02-04:
Frustrated I am very surprised that CEO Lewis gives out his email address, even if his Executive Assistant reads from the email address since for me, but I have seen much better flat panel screens that the tube one that I have, for me and reading what seems to be so many issues, would be quite hard on my eyes in the long run. It would be nice to get the email address so that I can send my Microsoft Word document that way also.
Posted by jazgal on 2007-03-02:
Sears Service ... I just called Sears regarding my refrig that stopped working .. and I have a 5 yr Master protection agreement that expires 8/07 .... the servie dept told me to call back tomorrow since they could not locate my service contract. I had the receipt in front of me and I told them the food will all go bad ... they said they could do nothing about it and if in fact I have a service agrement food will be covered up to $250 ... how awful is this that I have to watch food go bad and can do nothing about it ... Does anyone know who I can write to? Fax or call ...

thank you
Posted by 2muchalready on 2007-08-02:
I have never had a problem with the techs themselves who have done repair work, it's the communication between the techs and the customer service and parts department that have a total lack of contact with one another. My 50" TV worked only 6 weeks, went totally out the first week of May. Finally after numerous service calls, it was declared legally dead on July 12th. This was a circus of having been told of parts were ordered, parts were mailed, we don't have any record of parts ordered. Sometimes we got three different answers on the same day. Even though we have the extended warranty, Sears has dropped their hands of the situation and left it up to Panasonic which is now the ones who are dragging their feet. Sears informed me at first we could not get a refund on the extended warranty, only the TV. Then we got the story we could return the TV and get refunded for the portion of the warranty that wasn't used. We are totally sick of the whole situation. We got the same run around from the service number from Sears. Put on the automated answering. When we finally got a human, we either got cut off or put back on the auto system. We have found out there is NO CUSTOMER SERVICE with Sears. Now we are the ones who have to battle with Panasonic for a replacement covered by the warrenty, since Sears has washed their hands of it. What really ticked me off about getting a refund for the warrenty which covered repair or replacement, which neither has been done, was not getting a full refund. So now the TV and the warrenty are both worthless. After reading all the complaints, it seems this is their policy in many states, not just this one store in Texas. Perhaps people should run not walk when passing Sears and really run when they get to the Panasonic department.
Posted by aniarshakyan on 2007-10-08:
does anyone have Alwyn Lewis'email
Posted by Skye on 2007-10-08:
Found this information for Alwyn:

Headquarters Address:

3333 Beverly Rd.
Hoffman Estates, IL 60179
Website: www.searsholdings.com
Phone: 847-286-2500
Posted by Wannahelp on 2007-11-05:
Let me be of some help if i can. I am few rungs under Alwyn at Sears Holdings Corp (both Sears and Kmart), but i am very aware of all the issues you all have discussed. Let me share with you, Alwyn did sit in a room, with numerous Exec's about a year ago and made a call to 1-800-4myhome (just as you recommmended) and experienced the same issue. He then initiated a much needed multi million dollar re-vamp of a phone system for the entire company. In addition, a new expectation was put in place that no calls would be 'cold' transferred (put customer on hold to transfer); instead all calls MUST be 'warm' transferred (the customer will have a person on the phone until the other person picks up the transferred line). He has also started (via our Customer Support team) a program called I.C.C.E. (Improving Customers Call Experience), this program measures data points to ensure 'customer expectations' are known to us and met or exceeded. Each business within Sears Holdings has multiple businesses also (example Sears has Sears Home Service as well as Retail, and many others). As these changes occur and are implemented to improve our business we ask customers, like yourselves to please try us again and let us know if your experience has improved or not. This is the only way we can get direct, unbiased feedback. You are our true 'business manager', please visit us again to see if your managing style has helped us improve. Please feel free to come back and communciate with me via my3cents.com and I promise you your communication will get to the top; positive or challenging! Thanks for your feedback already provided!
Posted by consumer712 on 2008-12-02:
I Ordered a black friday sale item online (samsung washer and dryer) for $1062 on a wednesday and I was not informed until after black friday was over that my order had been canceled. The original price of the items was a total of $1700.00 Had I been given an opportunity to attend black friday at sears in the store I could have had the opportunity to receive the deal. I was informed that sears is offering only 5% off for the mistake on sears.com, but I do not believe that redresses the problem. The 5% off would only give an $80 discount for the same two items all together which is nothing comparable to the deal I could have gotten had Sears not falsely advertised the product for sale online.

I call up customer service and the lady to me to hold my breath and to speak with a supervisor, i was placed on hold for 25 min and when i was finally transfered, i was disconnected. i immediately called back and the same exact thing happened. I dont know if they were just trying to avoid me or what. I have sent an email for a customer complaint and I have yet to receive any responses.
Posted by Dr. Cassyd on 2011-07-07:
Just had a service person here to check my small window ac unit to make sure no mold. He told me to use lysol spray. Everything was fine, he left. Then tried to turn on ac unit ( direct tv unit plugged in to same outlet). All burned out. could have started an electrical fire. No ac, no tv. Am unable to reach anyone in sears service.
Posted by Mr. P on 2011-08-04:
We have all of Appliances, Our Kenmore Refrigerator went out, We called customer service for appointment for Wednesday Aug 3, between 1 – 5 pm. Tech came out said it was the compressor and he order new compressor and told us if the compressor come in by Friday 5th to give sears a call so he can come and fix the refrigerator. The tech said he put it in as an emergency service he put the schedule time in for Wednesday August 10th 2011. I called sear they said only time they have a guy come out is on Wednesday. Oh lord so where is the emergency service at, we have to wait 7 more day to get the Refrigerator fixed. We are so very dissatisfied with SEARS all our Appliances com from sear. We will never get sears again.
Posted by Dissatisfied on 2011-08-04:
Sears not trust worthy ver dissatisfied with service appointmnent it take 2 weeks to fix washer and refrigerator. Sears is not good on a word they say, give you false information on the time they are coming out.
Posted by susan on 2011-11-27:
I've had the same bad experience with Sears and a frontload washer that I purchased from them. Within a year of purchase the drive belt broke. The technician arrived to do the repair after 3 weeks of waiting but failed to bring the belt along. I actually had to run out and find and purchase the belt myself otherwise I would have had to wait another 3 weeks for the repair. After the drive belt, the bellow ripped. That was another 5 weeks of waiting for Sears to order and deliver the bellow. Turns out the repair technician did not install the bellow correctly and my washer shredded my sheets and shirts. I fixed the bellow myself and today the drive belt broke again. Sears has horrible customer service and their technicians are useless. I will never buy anything from Sears again and tell everyone I know about my experience. susan
Posted by David on 2012-05-19:
He doesn't give a s...t! I have the same or more to tell him, but you can't find him. Well, I am not done with Sears yet
Posted by Jon spear 305 323 8970 on 2013-01-06:
My son in law surprised me with a cordless power unit(model 9-16496) for Christmas.When I visited a Sears store to buy the attachments for said tool,I was told none were available.The sales clerk said she could order the accessories and started the process.Again,the attachments were not available via the catalog or on line.I was told to come back at a later date and the attachments should be available.My complaint is simple"I just have another drill,not a cordless power unit"Somebody dropped the ball on this one.I have been a LOYAL Sears customer for almost 50 years.This is a disappointment.
Posted by jerry gieniec on 2013-07-13:
ok my husband bought me a gas stove on 7-10-13 hooked it up not the right orfices and none of the new papework then found paper on back of stove that said pre-owned!!!! front burners will only light if u use a match and then they pop the hole time. back burners have bigger flame on low then front have on high I called store they told me no returns I called repaire and the earliest they can come look at it is july 20th well let me tell u something I keep my 3 granddaughters all day every day and what am I gonna do if the damn thing blows up I sat on hold for 1 hole hour today before I talked to a person and then put back on hold cuz wrong dept well I am so truly upset with you people and will NEVER buy a appliance from yall again. my husband wants to take the stove back and throu it in front of the store. I want it fixed and I want iti fixed NOW why cant yall exchange the damn thing but no I have to have a tech look at it first well then get one here now not over a week from know. one of your people told me to just turn the propane on and off as I use the stove!!! REALLY ok let me move the damn stove to get to the shut off valve every damn time.. what kind of dumbasses work there???????????????? I am gonna call kens5 and see if they can help me. unless u wanna get it fixed tomorrow at the lastest we spend over 1300.00 on the stove and it turns out to be used when we were told it was new and know I have to deal with this shit. never again and I will let everyone kno how shitty yall treated us and belive you we both come from extremely large familys and have so many friends, but kens5 should really put a hurt in YOUR wallet mister CEO!!!!!!!!!!!!!!!!!!!!!!!!!!
Posted by Unhappy patio set on 2013-07-18:
Sears has scheduled 4 delivery dates of my patio set and has never shown up. I called customer serve and the store manager who guaranteed me it would be delivered tomorrow. Never got a delivery window so I called customer service only to find out no delivery is scheduled . Very frustrating!
Posted by SearsCare on 2013-07-18:
Dear Unhappy patio set,

We are terribly sorry for the frustrations and confusion with the delivery of your patio set. We understand this situation has been a bit more than upsetting. We would like to help locate your order and provide you with a delivery date. Please send the following information – contact #, screen name (Unhappy patio set), phone # used at time of purchase to smadvisor@searshc.com and we will be reaching out to assist. We look forward to speaking with you soon.

Thank you,
Misty H.
Social Media Moderator
Sears Social Media Support
Posted by CA_Lawyer on 2013-07-19:
Yup. I'm a California lawyer. for 20 years. as I read these comments I'm thinking... some of these result from unrealistic consumer expectations... that is, consumers are demanding services not offered, promised, or purchased. BUT some others of these tales, which I believe ( not that that is so important), are things that could give rise to lawsuits. Even meritorious ones. Naturally people don't want to do that, since it is expensive and a lot of trouble, which is why Corporations continue to do this stuff with impunity. Which is why this is exactly what consumers should expect. So then, as you continue to shop at places that don't deliver on their warranties, you might ask yourself a question: "Am I really just stupid?". If the answer is "Yes", then continue shopping!
Not legal advice. Just good advice. Usually I get paid for this, but its really just common sense.
Have a nice day.
Posted by 1spirit on 2013-08-23:
I too, have had to use the phone to get in touch with a living, breathing human at Sears - (1-800-4-My-Home). Good luck!!! If your issue is not among the choices to select you are triple screwed. I finally resorted to hitting the "0" button, until I got a human. They transferred me back to their God awful automated phone system. The Sears leadership team needs one very significant emotional event, to knock it back on course. And, I'm not even sure that would do it.
Posted by Ms Kelley on 2014-01-18:
I have never heard of such a HORRIBLE COMPANY until I shopped at Sears!! I have wasted two days trying to get their junk pick-up and delivery. I have repeatedly been lied to and talked to rudely. I would like to know why the delivery did not call me today saying the truck broke down and they would be 3 hours late. Then I was told by the driver they only had two pedestal to deliver and no washer. I was told the washer after they order I would receive an email with the receipt number as of today I do not have proof of the order #2072431. I want Sears to come get their mess out of my house and give me a refund ASAP, therefore I can go to a reputable place (Home Depot). This store is a big joke. The leadership is horrible!!! I am a disable veteran and will file a complaint with the state DA and Consumer Affairs. I AM FED UP WITH THE FALSE PROMISES!!!!
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Seek Other Estimates First
Posted by Budget remodeler on 01/16/2009
SPRINGFIELD, MISSOURI -- I used Servicemagic.com to find a reputable contractor to replace my kitchen cabinets and laminate countertops. Sears responded to my inquiry by calling within ten minutes of completing the request. The operator was adamant about setting up a time for an estimate as soon as possible. I was told by the operator that the consultation would last about two hours.

A few days later, a couple of salesmen, not contractors, showed up to do the estimate. We sat at the kitchen table, which I figured was to talk about my intentions of the remodel. Not quite, the salesmen asked about my personal life and broke the ice with small talk and jokes for the first 45 minutes. One of the guys didn’t even do kitchen remodels and was an HVAC salesman. Why he was there, other than to laugh at the kitchen salesman’s jokes, I don’t know. After the kitchen salesman was finished measuring, he had me decide on the materials to be used in the remodel. The brand of cabinets he offered were the same as what I was offered by three out of the five local contractors I had already met with. While the kitchen salesman was figuring out the price, the HVAC salesman piped up and reminded him of the huge $250 limited time discount. The kitchen guy boasted about how great of a savings I was going to receive and how great Sears’ construction workers were and how nobody should ever refuse their work. This was after he had told me they weren’t there to pressure me into buying anything.

I patiently waited for an hour and a half to get the estimate. The kitchen guy spun the paper around and said he would take an additional $1,600 off the price if I signed the dotted line right then and there. He said if financing was a problem, he could set me up with a Sears charge card to finance the work if I didn’t already have one. Finally, after I acknowledged that the $1,600 would be a great savings and that I wasn’t interested in a charge card, the salesman got to the price. My estimate came to a whopping $16,000! After gaining control of my adrenaline and urge to go off on these two salesmen, I politely told them I wasn’t interested. The kitchen guy reiterated, “if you don’t sign today, the $1,600 discount walks out the door with us.” I once again held my composure and asked them to leave.

Until Sears was suggested by Servicemagic.com, I had never heard of the construction side of the company. If you’re ever tempted to use them, I suggest getting other estimates first, just in case the price is actually within reason. I don’t know about their quality of work, but I choose not to use Sears because my five other estimates were between $3,600 to $4,300!
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Posted by sareet on 2010-03-10:
Sounds familiar! After listening to the hour schpiel about Sears I was reluctantly given the price for refacing a tiny kitchen. For a whopping $16,000 I would get a new countertop and new doors. For that price I could hire a contractor and bump out my kitchen another 10 feet, get brand new cabinets and forget about Sears. So goodby Sears!
Posted by Bdiddy on 2013-06-03:
So if I am to understand both the complaint and commenter believe that a local contractor can purchase materials of equal quality and labor of equal caliber for less than Sears? Doesn't common sense say that there has to be something different in what is being quoted to make up for such a variance in price? If two car dealers advertise a similar car and one says $30k and the other says the same car is only $8k, I am going to question the validity of one or both quotes.
Posted by Colleen Johnson on 2014-02-20:
My experience with Sears has been great! Their bid and final cost have been in line with the going rate for equal quality from highly reputable contractors in Northern CA.
All of the people who I have dealt with, have been knowledgeable and professional. When I chose Sears, I considered my personal need for a long-term relationship. There is higher management with policies that are mandatory. If I need to fix a damaged area in 20 years, the sub-contractors will be held to the same standards that they are when the products were installed. No botched jobs, illegal short cuts, etc. Sears has a great reputation to maintain and I trust the Company to do all they can to do so. There is a strong chance that I will live in my house for the rest of my life, an estimated 20 - 40 years. Sears will out live me.
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Sears Gold MasterCard
Posted by Sunflower on 09/25/2007
I paid my Sears Mastercard in full before the due date. Imagine my surprise when I received a bill for $42.23 as FINANCE CHARGES. I will not use this card again. I am very disappointed with Sears Gold MasterCard. I have been a loyal customer for 30 years.
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Posted by Sparticus on 2007-09-25:
Some credit card companies will have a hidden clause in your contract saying they must "receive and process" the payment by the due date.... which leaves a gray area open for them to exploit.

I would call and complain... sometimes they will reverse the charge if you did indeed mail it a few days (at least) before the due date.
Posted by squeekie on 2007-09-25:
sears is doing many things these days that are really irritating the customers. This is just frosting the cake. sears has really gone down hill so far as customer service and satisfaction go.
Posted by Anonymous on 2007-09-25:
This is pretty standard. Let's say your statement is cut on the 20th of the month, and you have a ten thousand dollar balance. You make your payment on the 19th of the next month, in time for the payment cycle. The fact is that your ten thousand dollar balance has been accruing interest for almost a month before you paid it off, and they billed you for that interest. There is nothing underhanded about it. Your statement shows what your balance is at the exact moment it was cut. The card company has no way of anticipating what will accrue before you make your payment.
Posted by Slimjim on 2007-09-25:
Have you talked to them and received an answer as to why that happened? FYI, Sears Mastercard is really Citibank owned. Loyalty to the store, or any customer policies of the store's wouldn't necessarily correlate directly with Sears branded financing.
Posted by squeekie on 2007-09-25:
hey slim all sears cards are citibank now.
Posted by nstigator39 on 2007-09-25:
I just had an issue with Sears Mastercard and was most impressed and happy with the way they handled it. I have been a Sears cardholder for many, many years. I was late with this one payment and the late fee was added automatically. When I called I got this very professional lady, who looked at my record and said, I can tell you here and now that you will not have to pay that late fee. She thanked me for being a loyal Sears customer for so many years and was so nice to speak to that I told her why I was late and she was genuinely concerned about the family health issue which caused the late payment but she assured me that with my record that the late fee would have been waived anyway. So sometimes it just take a call, be polite and explain the situation and it can be resolved.
I was totally impressed with the service I received and yes on the last bill that I got, the credit for the late fee was on it.
Posted by Madstabber on 2007-09-28:
The advantage of a Sears card is making payments at any Sears store. Make your payment at any register and it posts that day.
Posted by Renegada on 2008-01-30:
I, too, am having a problem with my Sears Mastercard. I have had a Sears card for several years, and back in September, they upgraded me to a Sears Gold Mastercard automatically. I currently have a No Interest/No Payment balance on it that I have been faithfully paying off every month (that expires in April of this year). I had never taken advantage of the revolving credit until this past Christmas. I made several online purchases. When I received my statement after Christmas, it showed all the purchases I had made up until December 18 (but the billing cycle closed on the 19th). I made an online payment by the due date to cover that entire balance, plus additional money to be applied to my No Interest/No Payment Promotion. When I received my new statement, it showed a charge that was made on the 19th but posted on the 20th. They applied some of the additional money I had sent in previously towards that charge, but they charged me interest on it. When I spoke to a customer svc rep she told me that the reason I was charged interest on it was b/c it was a charge that was "rolled over" from the last statement, which it wasn't. It was a new charge on my new statement, but they still were charging me interest on it. After arguing with a very rude rep and an almost equally rude Customer Svc supervisor to no avail, I am ending my long standing relationship with this company. As soon as I pay off my No Interest/No Payment balance, I will no longer be using Sears Financial Services for anything. They are not honoring my user agreement that clearly states I will not be charged finance charges as long as I have paid my previous account balance in full by the due date (excluding any deferred payments) and as long as I pay the current balance in the same manner.

Beware of Sears Mastercard! They are fraudulent!
Posted by i have something to say on 2008-02-08:
I have been a sears customer ever since my mom took me to 63rd street. Ever since Citi Bank took over the credit it worse then worse. I still shop there but I am setting rid of my sears card till citi bank gets rid of the program. Sears was always high but in line with most other cards, Jc penny and the like. Maybe now A B lewis is gone they will get better with time. opptomistic
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Stay Away from Sears Appliance Layaway
Posted by Heliot on 12/10/2010
WEST MIFFLIN, PENNSYLVANIA -- 3 weeks ago my husband and I decided it was time to purchase a new refrigerator. After doing a lot of looking and research, we decided to go to Sears to get one. Now, we don't buy appliances on credit, we make sure we have the cash first, as we don't see the point in paying more for an item than it's worth. Since we had a savings check come in, we decided to use part of it to buy a new fridge, since ours was on it's last legs. So, we deposited the check on a Thursday, went to Sears on Saturday. (my husband works construction, and it was one of few Saturdays' he had off) We found a refrigerator that met our specs for size, style, and brand. We put in on layaway, intending to pay off the layaway on the next Tuesday, which we did.

The problem was that once I paid off the layaway, the delivery date couldn't be changed to anything earlier than the middle of January. See, when you put an appliance on layaway at Sears, the delivery date is automatically set for when the last scheduled payment is due/made, and apparently that delivery date is set in stone. It also doesn't help that Sears customer service is not in this country...I spoke to several women who had horrible English, and repeatedly told me that the date was set there was nothing they could/would do.

I called the local Sears here, and got a hell of a run-around from the people working there, too. This was the Wednesday before Black Friday. It was very frustrating, to say the least. Finally, on Black Friday, after calling the service center again, explaining that I had paid off the appliance and wanted it delivered earlier than the date on the receipt, I was still being told by the nice Indonesian woman that tough, that's the way it is deal with it. After getting a bit angry, she offered me 10 percent off the price I paid for the fridge, but did nothing to change the delivery date, and then she offered me a 50 dollar gift card for my aggravation. I told her no, I wanted my fridge. So I called the Sears where I made the purchase, got through to a lovely young woman named Cindy, explained the situation, and added that if I didn't hear from someone within the hour I was bringing the receipt back and demanding every cent I had paid for the fridge and the 3 yr. warranty. Not something they want on Black Friday of all days. Within 30 minutes, I got a call back saying that my fridge would be delivered the next Monday, which it was, surprisingly.

My complaint, as such, is that Sears seriously needs to revamp their program. It's great that you offer layaway on appliances, however people can and do pay those layaways off early sometimes. Why set the date for delivery when the layaway is made, why not wait until it's paid off? Would that really be so hard? I know, logistics and all that good crap, right?

Wrong. Bring your damned customer service back to this country, and give them the ability to actually do something for the customer. Those idiots in Indonesia don't do anything but take your money and make you look bad, all the while laughing at you behind your back.

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Posted by Venice09 on 2010-12-10:
I didn't even know Sears had a layaway program for appliances. If your old refrigerator was still working, why didn't you accept the ten percent discount and $50 gift card? I think that was very generous. I would have taken it and waited for delivery. You also could have charged the refrigerator, had it delivered right away, and paid the bill when it arrived. Assuming you have a credit card, that is.
Posted by Skye on 2010-12-10:
I always see the commercials for Sear's appliance layaway. They've been running it here, since the summer Venice. Who would of thought you could now put appliances on layaway!

OP, this is a very helpful review, for anyone interested in purchasing some new appliances on layaway. I can understand, because they allow you 8 weeks to pay it off, so then delivery is going to be 8 weeks down the road. Now others will know if they pay the layaway off early, that will not move their delivery date any earlier.
Posted by Venice09 on 2010-12-10:
I guess I never thought of putting appliances on layaway because most people buy them when they are needed, which is usually right away. The delivery date might not be flexible because they have to make sure it's in stock. Maybe they actually plan ahead to make certain layaway items are in stock when the final payment is due. I don't know. I never thought of this before. This is something the customer should find out at the time of purchase.
Posted by Skye on 2010-12-10:
Excellent point, regarding stock Venice. I think layaway is a great idea, if someone is planning on remodeling, and won't need the appliance's immediately. It allows them time to have work done, pay off the appliances and not have to worry about any future credit card payments.
Posted by Venice09 on 2010-12-10:
Yes, I thought of things like remodeling or moving. Then layaway would be a great idea. The delivery restrictions should be made clear to the customers so they know where they stand.
Posted by bcd on 2010-12-10:
Why bother with a three-day layaway?
Posted by Venice09 on 2010-12-10:
That's the part of this I don't understand, bcd. This really wasn't a layaway. It was more a matter of waiting a few days for payment. I think there was some miscommunication between Sears and the OP at the time of purchase. This is where credit cards come in handy.
Posted by jktshff1 on 2010-12-10:
bcd, simple, if you use cash only, an item may be on sale for a day or so and be in between $$$ coming in. Put it in the layaway for a little downpayment, pay it off when you get the $$$. Good fiscal responsibility.
Posted by Venice09 on 2010-12-10:
Considering it was only a matter of days, I'm almost certain Sears would have held the merchandise and the price with a small deposit until the OP came in with the cash. That makes more sense than setting up a layaway. From my experiences, Sears is pretty accommodating when it comes to things like that.
Posted by SearsCare on 2010-12-11:
Dear heliot,

I'm reaching out to you here after reading your post to extend an apology and offer assistance. I'm terribly sorry for the delay and frustration with your fridge delivery. I'm sure this was nothing short of irritating and inconvenient to say the least. My name is Scott and I'm with the Sears Social Media Support Team; we'd like to help. At your convenience please contact my office via email at smsupport@searshc.com so that we can assist with resolving this issue. Please provide us a contact number and the phone number the fridge was purchased under and we will call you at your convenience. In addition, include your screen name (heliot) in the email so we can reference to your case.

Thank you,

Scott J.
Social Media Support Team
Posted by Stuart Wyman-Cahall on 2012-02-09:
I thought Sears was extraordinariply gracious, actually. I think we may take advantage of their layaway program after we do our taxes and see if we owe/refund.
Posted by Jeff on 2012-05-20:
I didnt put an appliance on layaway,rather a lawn mower.I ended up paying it off early and gong to the store to pick it up the same day I paid it off...no problems.Maybe different with appliances,i dunno.
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Rude, abusive and sarcastic customer service workers
Posted by Chickeewaawaa on 05/16/2006
On May 3, 2006, I purchased a gas range online at Sears.com and requested an afternoon delivery for the following Friday, May 12, 2006. In the meantime, I donated my range to Habitat for Humanity. Since that time, I have been insulted, disrespected, laughed at and hung up on by your so-called customer service representatives.

It began simply enough when I received a call Thursday, May 11, 2006, that my range was to be delivered between the hours of 10:00 a.m. and 12:00 noon. This is not a convenient for me. I had requested a late afternoon delivery. I called to speak to a customer service representative because I am unable to leave work in the middle of the day to take delivery of the range. Additionally, I work more than hour away from my home. I called and spoke with Anthony, another gentleman and Roberto in the delivery department on May 11, 2006, regarding the delivery of a range purchased through Sears.com.

After receiving absolutely no assistance or understanding or even an attempt at listening to my situation from Anthony, I requested to speak to a supervisor. Anthony advised that it didn’t matter who I spoke with, I would get the range when it is scheduled and there are no deviations from the way the computer prints out. I again asked to speak with a supervisor. Anthony placed me on hold for eleven (11) and one-half minutes and then a very rude, fast speaking, heavily accented male, whose name I could not understand, picked up, and after interrupting me numerous times, I asked to speak to his supervisor. This is when Roberto got on the line and appeared at first to listen. However, when I explained to him that I work far from home and cannot make it home for a mid-day delivery, Roberto told me "many people spend 8 times more money that you do and they get their purchases when the delivery people say they get their purchase" and there are "no guarantees and you will not get a time frame on your delivery until the night before. End of story." I was in total shock and disbelief that I was being treated this way by not one, but all three of these so-called customer service representatives. I asked to speak to Roberto’s manager, who I was advised was Mike. However, Mike was “out to lunch” and not available. After spending over one hour on the telephone with the delivery department, I decided I would wait until the following morning to speak to someone else and to call and lodge a complaint.

On the morning of Friday, May 5, 2006, at 8:31 a.m., I spoke with a customer service representative and received the Sears National Customer Relations telephone number. I advised the operator of my problem and she promptly transferred me to the Rebate Department – who of course was no help and the wrong department. I then called back and spoke with Sara. Sara advised that Sears.com contracts out the delivery company and Sears has absolutely no control whatsoever over the delivery division. I find this hard to believe. I believe that I lodged a complaint at that time; however, it appears that anything I have done to this point has fallen on deaf ears. It was crystal clear that I was not going to receive any assistance whatsoever from Sears with regard to the delivery of my range.

Next, I received a telephone call from Arthurene in the delivery department – who after 35 minutes of having to put me on hold to get the answer to every single one of my questions, was also no assistance in rescheduling this delivery at a time that was convenient for me. At first I was told that the delivery could take place between 3 and 4 p.m. on Friday, which was acceptable and what I requested from the beginning; then Arthurene called me back and told me that the driver was going to be on the "other side of Palm Coast" and could not deliver in my neighborhood. Palm Coast is not Orlando, it takes 15 minutes to get from one end of Palm Coast to the other. This could have been done that day. Please understand my request is simple: last delivery in the afternoon.

At this point, I suggested they drop off the range my local Sears Appliance Store and I would, at my own expense, rent a truck and pick up the appliance myself. Arthurene, after placing me on hold, advised that me that this could not be done.

I again called Sears National Customer Relations. I spoke with Sue who told me that there was nothing she could do to assist me since the purchase was made through Sears.com and not the physical store. I asked to speak with a supervisor. I was connected to Maria, who advised that I might want to consider canceling the order with Sears.com and purchasing the appliance directly through my local Sears, since the delivery department was difficult to deal with at best.

After some thought, I attempted to call Maria back to ask some additional questions. I called the Sears National Customer Relations number and spoke with a man who refused to give me his name. I requested to Maria, the supervisor, I was just speaking with. He advised that Maria was not a supervisor and that he did not have the capability to transfer me to anyone and began to laugh at my frustration. When I told him that I had just called this same number a few moments before and was able to get transferred I told him that I needed speak to supervisor when he said let me transfer you. When I astonishingly questioned him why did he just tell me that he could not transfer me and now he can, he hung up on me.

Fine, at this point I decided that I had had enough and I was going to cancel the order; however in doing so, I was advised by Chris in the credit department that the credit would not appear on my card for 48 hours. I pondered this as I am having the gas line installed on Friday, May 19, 2006, and after speaking with Tom at my local Sears Appliance Store was advised that the order would need to be placed that day (Friday – May 12, 2006) for delivery prior to Friday. Chris suggested that since they have not fulfilled my need that I may not be charged with the 15% restocking fee. He also advised that a sales credit could be issued and the store sale should still go through.

Armed with this information, I called to cancel the range, I spoke with Kevin who was completely unwilling, after hearing about this fiasco to waive the restocking fee. I then spoke with his supposed supervisor, Robert who advised that the credit would take 5-7 days for the credit to appear on my account and I would absolutely be charged the restocking fee. Hence my total frustration with the lack of concern, compassion, understanding, truthfulness and problem solving of your customer service in each department that I have spoken to on Friday morning.

At this point, I had spent 3.5 hours of my employer’s time being lied to, disrespected, mocked, laughed at and hung up on by your so-called professional customer service representatives and supposed supervisors.

In the meantime, at 11:43 a.m. Jerome, the delivery truck driver called to tell me that he was on his way to my house. Jerome advised that he was told to call me prior to delivering the range and nothing else. Unbelievable.

At my wit’s end, I called to completely cancel my order and spoke with a Ruth in your sadly lacking customer service department. Ruth, to her credit, tried to appease me and made a last ditch effort to save the sale. She got Keegan in your delivery department on the telephone at approximately 12:15 p.m. who said that my range would be delivered the next day - Saturday. At no time has anyone offered to deliver the appliance on any other day than Tuesday or a Friday. I was thrilled – FINALLY some resolution. Keegan advised that I would receive a telephone call after 5:00 p.m. on Friday advising when to expect the delivery on Saturday. I received that telephone call at approximately 5:30 p.m. and through a recorded message was advised that my delivery was scheduled between the hours of 2:00 p.m. and 4:00 p.m. Saturday, May 13, 2006.

The delivery never happened on Saturday, May 13, 2006.

I received a telephone call from Alisa at approximately 9:35 a.m. on Saturday, May 13, 2005, who was calling to reschedule my delivery. I assured Alisa that this was taken care of and I was scheduled for delivery later that day. Alisa tried unsuccessfully to reach anyone in the warehouse and after three telephone calls to me, apologized that she was not able to confirm or deny the delivery as she could not get anyone to answer the telephone.

After rearranging my Saturday plans to remain at home between 2:00 p.m. and 4:00 p.m. and not receiving my range, I began another round of telephone calls to Sears at 3:40 p.m. I spoke with Lori in delivery who advised that she did not see my delivery scheduled for that day. She placed me on hold and when she returned she advised me that Keegan did not put in the correct code and therefore the delivery was not scheduled. What should be a simple, routine task, has now become a comedy of errors. Because of the incompetence of your employees and Keegan, I am again going days without a range. Lori offered a $75 gift card from Sears but that is little compensation for what I have had to deal with in the past two days. When I asked to speak with Keegan, I was advised that he was conveniently not available.

My range is supposedly scheduled for Tuesday, May 16, 2006; however Lori advised that Tuesday is a very busy day, so it may actually be delivered on Friday!! I am appalled at the treatment I have received from just about every Sears customer service employee. I cannot fathom what type of training your employees receive, if any. If the policy of Sears is to demean, disrespect and belittle your customers you have achieved that goal.

You can be certain that I will never purchase another item from Sears, Sears.com or any of the Sears subsidiaries and will not hesitate to verbalize my frustrations with your company with every person I have the opportunity to meet. After investing more than 5 hours with your various customer service departments, I am in a no better position than I was when I first contacted them on Thursday.

I would appreciate it if someone, with some authority to make decisions and rectify this problem would call me as soon as possible to deal with my issues.

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Posted by Anonymous on 2006-05-16:
Posted by Anonymous on 2006-05-16:
What? Is that it, pirate?
Posted by miketech on 2006-05-16:
Sears can be extremely bullheaded. I shop there for sales but I don't trust them.
Posted by Anonymous on 2006-05-16:
Did you have good experience with sears.com or a walk in store before your fiasco? In the good old days circa 1980 Sears was somewhat reliable but after my experience with Sears I paid off my account and cancelled after being a customer approximately since 1970 I'm done with Sears. That was nice of you give your appliance to Habit for Humanity. Perhaps you could try Costco (http://www.costco.com), you pay for membership but better service.
Posted by Doc J on 2006-05-17:
Your experience may lead readers to believe the axiom that "No good deed goes unpunished." Once upon a time (as Mrs. Manischewitzc...Wow I'm gonna get kicked outta my synagogue for mispelling that one!...says; Sears twenty years ago was a better place.) We once had a very similar experience with Best Buy. The problem is: Today, these companies all have a sales paradigm of "Once sold, soon forgotten" and have left customer care DOA. My condolences that your memories of an intended act of kindness will be marred by your terrible experience with Sears. Next time...rent a $19/day local U-Haul and pick such items up yourself. Couple of teenaged boys from the neighborhood will help you load! Keep giving...it repairs the world!
Posted by Anonymous on 2006-05-17:
"The king's a beggar, now the play is done:
All is well ended, if this suit be won, That you express content; which we will pay, With strife to please you, day exceeding day: Ours be your patience then, and yours our parts; Your gentle hands lend us, and take our hearts." Exeunt
Posted by Doc J on 2006-05-18:
"Eye yam what eye yam." Popeye
Posted by haha! on 2006-10-08:
You made this more difficult on yourself. It common sense to schedule any type of route not for what's convienent for the customer (since over half of consumers either ask for first or last and that's just not mathematically possible). This allows a delivery person/technician to get the most people taken care of in the least amount of time. Also when you call a 800 # you can talk to different states (and with some companies different countries though Sears hasn't outsourced as of yet) and thousands of different people. Plus some people share the same name and taking over an average of 150 calls a day an agent doesn't always remember each situation. So if you want a product make it happen for yourself...don't whine about a situation that makes no sense to change.
Posted by gillilac on 2010-01-29:
I don't know about alot of the conversations you had but as far as the delivery process, you simply didn't understand how it works... When the call comes the night before the delivery, they will tell you what time they can deliver it, if you don't like the time, you can reschedule it. It may not be an ideal system, but considering they are doing many of their deliveries "next day," they do have to be able to deliver in somewhat of an organized route.
Posted by gillilac on 2010-01-29:
By the way, it looks like this was back in 2006, I hope everything got resolved. Your last sentence was requesting someone contact you...this is not the Sears board so I hope you weren't waiting for a response.
Posted by lied to james on 2010-10-06:
I too used to shop at sears. In fact my grandparents, mother and father all shopped at sears.

Somewhere back in 1980's sears changed.

Customer service became a laughing matter. The merchandise even took a dive. Then we started to get unauthorized charges for sears products as insurance protection and such nonsense added to to credit card without our knowing. Charges would just show up. Hard to get them removed too.

Canceled my card, and stopped shopping sears. Have not shopped at sears for 30 years.
Posted by Li Jo on 2014-04-08:
Ditto!!! I can not believe it but my experience is almost identical to yours. I purchased a cooktop in january. They have sent me out two damaged cooktop. It is now april and I am currently waiting for sears to deliver a undamaged cooktop. They were suppose to be here this morning, so I took another vacation day to sit at home and wait for sears AGAIN. Last friday they were a no show and today they are a no show as well. When dealing with customer service to explain my situation, they can never find a record of my issues and I have to explain all over again. I have spoken with a hundred people at sears, I have been transferred to a hundred departments, I have been kept on hold for an outrageous amount of time, I have been hung up on, I have been given sarcastic, condescending responses, I have been lied to, I have been sold damaged merchandise. I am fed up with sears. If my granite on my counter top had not been cut to fit this sears cooktop, I would return it and never deal with sears again. Sears today is not the same company my dad and my grandfather relied upon. This new sears is unreliable, has poor customer service and sells inferior products. I'm so frustrated right now. All I want is for sears to do what they said they were going to do but that seems to be impossible.

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Kitchen Remodel
Posted by Sick on 08/17/2005
1. Contractor will start kitchen remodel 6/1/05--Didn't come first day.

2. Job takes 2-3 days--Tried to do it 1 day; stayed till 10:30 p.m., lights on, front door open, house filled with flying insects, we finally said, "leave".

3. Promised to be back next day--didn't come till 3 days later; didn't call (called him twice, Fri. & Sat., before getting call back; no explanation, no apology.

4. B. (contractor) back Sunday 6/5/05 8:00 a.m.; said only 1 hour's work; took 4 1/2 hours.

5. Monday 6/6/05, started cleaning up the mess and found much damage to cabinets and dent on new refrigerator door.

4. DL (project coordinator) promised replacement cabinets, replacement refrigerator door in about 2 weeks--took almost 7 weeks.

5. MG (salesman) promised someone else would come to finish job--no one told B. and he called and tried to come back on Sunday 7/24 at 1:00 in afternoon; "No", not enough time for removing items from cabinets (for 2nd time!); don't want him here.

6. MG promised cast iron sink (extra $$ for us)would be installed same time as replacement cabinets.

7. Replacement scheduled 8/4/05--no show, no call. I had to call--DL said B. took cabinets back to warehouse--CABINETS LOST (LATER FOUND IN B'S SHOP!)I want to know why he took them to his shop? They never should have been there. He let them look almost a week for the cabinets before they found that he had them! Something is very wrong.

8. Ten days later, Sat. 8/13/05, other contractor came--replacement catinets damaged worse than ones already installed, no refrigerator door, no new sink. No work done

9. Today is 8/17/05. No word from them as to what is going to be done. Have not dared to return kitchen items to cabinets because they could call tomorrow and say that they are getting everything out of my house or they have more cabinets or I DON'T KNOW WHAT. I'm tired of living w/empty kitchen, chaos in LR/DR, unable to have normal use of my house (2 weeks so far & this is 2nd time). This is ongoing for 2 1/2 months and they don't care enough to even keep in contact w/me to let me know what is going to happen. The few times they have called me it seems to have been last-minute notice and they TELL me they are coming Sat. or Sun. They obviously have no consideration or respect for the customer and they treat loyal customers with an emotional backhand that won't be forgotten.

I have to select an area of complaint but am allowed only 1 choice, so I selected Customer Service. However this mess also includes Installation, Delivery, Communication, Product Quality and Company Policies. The entire operation is very sloppy.

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False Advertising, Fraud, Online Order
Posted by Sears Sucker on 06/25/2004
GREENVILLE, NORTH CAROLINA -- We purchased an advertised flat tube (Flatscreen) TV from Sears and received a standard bubble screen TV instead. After numerous contacts with Sears this matter has not been resolved. Below are e-mail responses We received from Sears. Note the false statements from Joy E. stating the product Description and Specs do not say Flat tube (flat screen). I also got the same statement from a salesman at the Greenville store when I called. Also Note that Sears promised the store manager would review this order and contact me. This Store manager never contacted me. This TV has not been replaced with one that matches what we purchased. The exact Product Description and specs follow. Purchase Date: Saturday, June 11, 2004 GREENVILLE
GREENVILLE, NC 27834-6756
Store Phone: 252-353-2200
32 in. Diagonal Color TV 093002431425 Sears#05742204000 279.99
Product description: Sylvania offers features and performance of a FLAT SCREEN TV in a 32in screen size. Product Specifications: TV Type: FLAT TUBE. Screen Size 32in.
Monday, June 13, 2004 webmaster@sears.com
Dear Mr. XXXXXX,
Thank you for contacting Sears.
We are very sorry for the confusion. The information on the
sears.com website is incorrect and we are taking the appropriate
actions to get it corrected.

Monday, June 14, 2004
Sears Customer Care
Chuck B. webcenter@sears.com
Dear Mr. XXXXXX,
Thank you for contacting Sears.
We have forwarded your email to the Greenville Sears store
manager. Once they have reviewed the order, you will be

Tuesday, June 15, 2004
Joy E.
Sears Customer Care
Dear Mr. XXXXXX,
Thank you for contacting Sears.
We apologize for the experience you have had with ordering
through sears.com. In reviewing the website, the description of
this television states that it has the performance of a flat
screen, however, it does not state that this particular model is
a flat screen. ( This is a flat out Lie)See the product discription and specs above. I sent this rep a screen capture of the Product Description and specs and she still denies what it says.

Wednesday, June 16, 2004
Lanny S.
Sears Customer Care
Dear Mr. XXXXXX,
Thank you for contacting Sears.
Please accept our apology for the inconvenience the error in the
product description on our site caused you. You are correct,
and the product description has now been corrected with no
mention of a flat tube.
Although you entered your order on-line, it was placed with our
Greenville Store. I am certain they will work with you to
replace the set you purchased with one meeting your specifications. (Of course this never happened. To Date Sears has not replaced this TV).

Thursday, June 17, 2004
Case ID #s 729127, 729128, 728129
National Customer Relations
Sears, Roebuck and Co. webcenter@sears.com
Dear Mr. XXXXXX,
We appreciate your email. We will be contacting you within the
next 2 days to further discuss this matter. (This didn't happen).

Sunday, June 20, 2004
Joy E.
Sears Customer Care
Dear Mr. XXXXXX,
Thank you for contacting Sears.
We once again apologize for the experience you have with your store pick-up order with Sears. Please contact the store directly for assistance with this endeavor. (Did that already. Same day it was picked up. The Sears rep at the store tried to convince me that this TV was wired like a Flat tube TV and performed like a flat screen. Wow what a great snowjob that would have been if I had fell for it. It is either a flat tube TV or it is not. It is physically impossible for a bubble screen TV to perform like a flat screen TV. Sears has at least two employees that would have us believe different.I just wanted to upgrade from my 32in bubble screen TV to a 32in Flat Screen. Guess I picked the wrong store. Shame on Sears.
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Posted by compwiz on 2004-07-01:
Flat screen does not mean an LCD or plasma screen. Learn some common knowledge about these terms. Also, why would you order a TV online without looking at it first? I'm sure there was pictures of it on the Sears webpage

Do some more research next time
Posted by Sears Sucker on 2004-07-02:
This is in response to comments by Compwiz. I never said I was expecting a LCD or Plasma screen TV they are Flat Panel TV's. For your information A flat tube (Flat Screen TV) is a tube TV that is Flat in front as opposed to curved. It is you Compwiz that don't know your terms. I simply ordered a flat tube tv and received a bubble tube instead. And to answer your other question. I bought this tv sight unseen except for an online photo which was a straight on shot. Couldn't determine by the photo if the screen was curved or flat. The specs said Flat Tube and description said Flat Screen. The bottom line is I purchased this TV because the price was good for a flat tube TV. I had shopped around for Flat Tubes and found This Ad at Sears. Sears Ad for their Flat Tube was on sale at about $100.00 cheaper then I had found elsewhere for other Flat tubes that size. Anyway Compwiz there is a lot of difference between a Flat Panel(LCD,Plasma) and a Flat Tube(Flat Screen)TV. Sorry you were confused. Mabey I should have explained in my original post what a Flat Tube TV is. In a nutshell a Flat Tube TV is a standard tube TV that is Flat on the front. Don't confuse Flat Tube with Flat Panel. Thanks for your comments anyway compwiz...
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How In-store Pick Up Works for Sears.com
Posted by Sicr_2000 on 12/21/2007
COLORADO -- I work at Sears in the receiving department. I know firsthand how frustrating, misleading, and stressful buying products at Sears.com for in-store pickup can be. I have read numerous complaints on this website and on others about the "Bait and Switch" tactics of Sears.com.

This is how the process works...

When a customer purchases an item from Sears.com, a request is sent to a receiving associate via a palm-pilot like device. The receiving associate then goes to the floor and looks for the item. If the item is located, then the associate clicks "Yes" on the palm-pilot, puts the item in an area to be picked up later, a message is sent to Sears.com to tell the customer that the item is ready to be picked up, and the customer is charged.

Now, that's how it works when the item is located. The mess starts when the item is out of stock or isn't even carried by that store. The receiving associate then has to contact a store manager. The store manager double-checks to make sure the item is not available. If the item is still not found then the manager contacts the customer to inform them that the item they purchased is unavailable but that certain substitutions are available or the item can be ordered in. Once the manager has called the customer, the receiving associate is obligated to answer "Yes, the item was located and stored for the customer." EVEN IF IT WASN'T!

We have to say "Yes." When we say yes, the customer is charged and our store receives the sales amount. So, we're basically stealing from the customer until we cancel the order. We're breaching the sales contract. The customer is charged and holds their end of the agreement, but Sears does not and will not have an item available for them to pick up (breaching our end of the agreement).

It is also a "Bait and Switch" scheme. If we don't have the item the manager has to find a substitution, which is almost always more expensive, and no discount is offered.

My hands are tied, and it's frustrating. We have to say "yes" to all sears.com orders. Every store is graded on it, and it's corporate management that mandates that we have to say "yes."

I am as customer oriented as they come. I will go out of my way and then some to please a customer. I try to find ways around the devious system Sears has set up, but most of the time I'm forced to conform to their misleading tactics.

It's very frustrating this time of year because customers are buying gifts online, they receive an email telling them their item is ready to be picked up, they think they're done shopping for Christmas gifts, they go to the store to pick up the item and we don't have it. I have witnessed several customers panic about the situation this puts them in, and like I said, there's nothing I can do about it.

I would like to see a change in corporate policy for Sears.com orders. My complaints don't go very far up the corporate ladder, but they have to listen to the thousands of consumers that feel cheated, defrauded, and mislead with "Bait and switch" sales tactics that focus on making the sale at the expense of customer satisfaction and service. PLEASE!! Contact your local Sears stores, write an email to sears.com, or write a letter directly to the CEO about this. It needs to get fixed and only the consumers can do it!

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Posted by Anonymous on 2007-12-21:
Thank you for your honesty. O yes tell it to hello dolly.
Posted by DebtorBasher on 2007-12-21:
Very Informative...Thanks!
Posted by old fart on 2007-12-21:
Big companies have always worked on "other peoples money" but this insane.. it is also the reason why I almost never shop online..
Posted by Anonymous on 2007-12-21:
Great post and info, this might also help:

The current email address for Aylwin B. Lewis, President & Chief Executive Officer of Sears, is alewis1@searshc.com.

Posted by autumn35802 on 2007-12-22:
Old fart: I agree with you. After reading all the complaints here and at another consumer website I'm determined to buy anything I need locally (as in "in person"). I've even cancelled my Ebay and PayPal accounts cause they're going down the drain too. I use the internet to research and then see if I can purchase it in the city where I live.
Posted by hello dolly on 2007-12-22:
Your post only reinforces my belief that it is not safe to buy online. I look online to save driving around then go make my purcahse in person so when I pay I get my product if it's not in stock I either go elsewhere or make another selection.
Posted by Anonymous on 2007-12-23:
hello dolly
you really need to learn how to read these posts.
sears.com and sears are one and the same.
Posted by FooserTom on 2007-12-25:
I'd sure like to know which store you work at, so I can report you and your store manager to your district manager for disciplinary action.

The last five times I've bought things at sears.com for in-store pick up, they had it like they said they would. One previous occasion, there was a manufacturer's delay on a TV, but they not only explained it carefully, they gave me a $25 gift card for the trouble!
Posted by Mario The Great on 2007-12-25:
Sears doesn't work this way. If you go to Sears.com and find an item you want delivered to the store, type in your zip code. Let's do a trial run. Panasonic 42 in. Class Full HD (1080p) Plasma TV It's listed on Sears.com (FRONT PAGE) If it's not available for in store pickup, it will tell you "Out of Stock", try home delivery. Click on Home Delivery and it'll say the same thing. Let's pick 80219 which is Denver. Sure enough, it's OOS for BOTH Home Delivery and In Store Pickup. That means that the MDO doesn't have the item available for immediate delivery so you can't order the item through Sears.com, but if you type in 89109, which is Henderson, NV, somewhere in their local MDO is this item sitting there waiting to go to a store - delivered "In Store in 3 - 5 days** **In store: PLEASE NOTE: Items like this are generally not stocked in the store or are currently out of stock at the store. Please allow a few days for pick up. If any of you seriously think that ANY retailer works like this, you're sadly mistaken. The premise that a store manager would even compromise his integrity by doing this is absurd. FooserTom, I too would like to know where this person works. I'd bust his butt for integrity, among other things. We've only come across problems when it is a manufacturers delay or the truck carrying the item itself crashes, which HAS happened. :)
Posted by sicr_2000 on 2007-12-26:
Report me and my manager to district for disciplinary action? Lack of integrity? I don't think it's a lack of integrity to stand up for what you believe in. This is all about ethics and principles. Now, I will be the first to tell you that I think Sears is a wonderful company to work for, however they're making a lot of very poor choices and they're hurting badly for it (go look at SHLD stock prices and the quarterly earnings growth). Whatever happened to honesty? If our store doesn't have an item that someone would like to purchase why are we saying we do? DO NOT try to tell me that there is nothing wrong with that policy. We're lying and deceiving customers. So, "mario the great" and "Foosertom" you're barking up the wrong tree. What I'm doing may be wrong in the business' eyes, but what I'm trying to do is ethically right. I'm tired of lying, and I've seen enough firsthand and read enough written complaints to tell you that the system is dishonest, customers are paying the price, and it needs to be fixed.

I am touched that you spent Christmas day writing about how I should get fired. Merry Christmas to you too.
Posted by Anonymous on 2007-12-26:
fooser and mario.
what sicr , is talking about is not an isolated happening.
This happens to a lot of customers on a daily basics.
Report this person for being honest , I don't think so , exposing Sears for what it really is doing is the right thing to do.Do you guys believe in screwing customers around ??
Mario I don't have a clue to what your trying to point out ??
Posted by Mario The Great on 2007-12-26:
All I'm pointing out is that Sears.com makes it impossible to sell something that can't be delivered to the store. If that statement is true, then everything that he said was a lie. And yes, I would fire you and your store coach for integrity. If you're doing what you're told to do and it's happening this way, it's wrong. To my knowledge, none of my stores work this way and if they did, I wouldn't tolerate it for a second. Look at this website and I'll tell you that the last thing I need is another aggravated customer.
Posted by Anonymous on 2007-12-26:
mario , it think your confusing integrity ,for someone trying to do a honest job, but the company he or she works at , won't let them.
the fact remains , that there are a lot of unhappy people
posting negative things about sears. They can't all be liars??
The big question is what is sears trying to do to correct the problem? Or don't they give a damm about their customers?
Posted by Mario The Great on 2007-12-26:
Ninny, you are correct. There are several hundred dissatisfied customers on this website. If they came into any of my stores, I would do everything to satisfy them. I'm just irked that we have store coaches that do the wrong thing.
Posted by sicr_2000 on 2007-12-26:
Okay, I have a recent example from today. A guy ordered two 80th Anniversary Craftsmen Bottle Cap Openers today online. We go looking for them. We don't have it. IT WON'T BE ORDERED IN BECAUSE IT'S PROMOTIONAL!!! Corporate (not mine or the managers) policy requires us to say "yes, we do have the item and it's ready to be picked up"...again, WE DON'T HAVE IT AND WON'T HAVE IT! The customer receives an email telling him he can pick up his items (we still don't have it). My supervisor has to call the customer and tries to explain why he received an email saying we do have it when we don't. We try to substitute something but the customer's adamant about the 80th Anniversary ones. So, now the customer has to call Sears.com and cancel the order. This whole mess could have been avoided if corporate policy allowed us to be honest and upfront with the customer and let him know we don't have the item. Now do you see where I'm coming from Mario? It's just unethical and wrong, and I don't understand why customers put up with it.
Posted by Mario The Great on 2007-12-26:
I just ordered 2 for 3 different stores (Colorado, Nevada & California). If they are not there in 2-3 days, I'll let them know of the problem. Thanks for the heads up. And you are right, it says in store pickup. I'll let you know of the results. :)
Posted by THEMONDO on 2008-01-01:
Mario we are wating
Posted by Mario The Great on 2008-01-01:
Wow, Happy New Years to you 2! Mr. Mondo has posted 4 items after me since his tenure started (1/1/08). Now I know what SoCal guy felt like. Sorry man, didn't mean it do sound like I was stalking you. As far as this issue goes, do you mind if I work today and then check them out as I go? I mean, it IS New Years Day.
Posted by THEMONDO on 2008-01-01:
nah, take your time:

"Mario The Great (12/26/2007)
I just ordered 2 for 3 different stores (Colorado, Nevada & California). If they are not there in 2-3 days, I'll let them know of the problem. Thanks for the heads up. And you are right, it says in store pickup. I'll let you know of the results. :)"
Posted by sicr_2000 on 2008-01-03:
What's taking so long...it's been a few days...what's the verdict?
Posted by Mario The Great on 2008-01-04:
Ok, here's the verdict:

Colorado - 1 item arrived, I picked up (The bottle opener is cool but for 15 bucks I could of bought a nice Craftsman wrench) - The other on order and was asked to pick up item from store 3 miles away if necessary (They had 8 on hand). I did.

Nevada - Store asked me why I ordered them to the store as they had roughly 50 of them on hand. They had 2 waiting with my name on it.

Hollywood Sears store - I mentioned the city as it was the only one that said they had none. I did ask why they weren't there and they couldn't explain. I was told that a refund would be issued if I called Sears.com. I called Sears.com, explained the situation and a refund was issued.

So, now I feel like a politician. I can neither confirm nor deny that Sears.com works the way it's supposed to. It does here and my expectations as a customer were satisfied. BUT, if I was a customer that needed something AND it was promised at the store AND it wasn't there (Like California), I'd be a bit disgruntled with Sears.com. Sorry it took me so long.
Posted by Mario The Great on 2008-01-04:
Oh, and I'm not like you guys. I do have to put in my 65 hours a week. :)
Posted by Mike the Wise on 2011-06-22:
Well here it is 2011, and Sears is still up and going. Too bad the status of this broken system is the same with no improvments. I am on hold w/ Sears.com service as we speak so I can try to pick up some belated Father's Day gifts that were in stock (yeah right) and it's now 3 days later and still no dice. Way to go Sears!!! As much as I hate Best Buy - I still have better luck there.
Posted by another sears.com victim on 2013-01-18:
never ever ever never order again from sears.com very bad experience .went to pick up an order the guy went to look for it after 30min he comes back telling me he couldn't find it.and I have to call sears.com the worst customer service ever.wish I'v read this article b4 I place that order.
Posted by jane wildson on 2013-12-14:
I have worked for sears and the owner in colorado is a liar do not believe in her they sell used stuff that they know is junk and of course it comes right back customer upset and it gets sold again keeps going around and around they are over priced go to best buy they take care of you
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Repeated Service visits - no fix, no replacement!!
Posted by Kml on 05/22/2006
SPRINGFELD, VIRGINIA -- Because of Sear’s reputation and credibility with home appliances and services, we purchased a Kenmore dishwasher and a service agreement in 2003 and within the first year had problems. It is now only three years’ later, and we have had Sear’s service visits well over a dozen times. Various technicians have visited, diagnosed problems, ordered parts, replaced parts, and still our dishwasher hasn’t functioned properly since November 2005. It cost us over $600 and I have been hand-washing dishes for my family of four since Fall of 2005.

After a variety of fixes including, ripping up our wood floors for a full motor replacement, At least two of their "service technicians" stated to us that the dishwasher is un-fixable.

I contacted the lemon-law line and was told in February 2006 to order one more service call on the machine and then it would qualify for replacement if still not fixed. After a no-show and cancellation, we finally saw a technician in March, who stated our service agreement was expiring that week. He replaced yet another part, and still we had dishes that look like they have been splattered with mud not to mention a water leak dripping from the replaced in-correctly motor. I once again called to inform Sears of the inoperability of my dishwasher.

This latest service warranty lapse “excuse” became customer service mantra for the next several calls I had to make to service and lemon law lines. No way was I going to renew a service agreement on an un-fixable dishwasher, and go through the 4 complete service visit process all over again!

After holding for up to 30 -45 minutes at times, I received the run-around – literally. Transferred to at least 6 different 800 numbers and toll calls or hung up on, I have finally reached my limit, and feel betrayed. I paid good money for a service agreement for over three years, and then when I need Sears to honor their service agreement (if we can't fix it we will replace it...) and replace the dishwasher, no one will.

In a nutshell, my disputes are numbered, and examples of poor service are outlined below:
1. I have had to call Sears at every avenue during this process. NO ONE has been proactive at calling me and handing this problem. I have had to make more than 20 calls – both toll free and long distance cost-incurred.

2. I have ripped up my new wood floors at personal expense, to accommodate supposed technicians’ need to access a part, and then had a different technician install the part from the side – not needing to go through the floor at all.

3.Complete passing-the-buck mentality. Transfers to Lemon Law, to Technicians, to Customer Service, to Corporate and back again. No one is empowered to make a decision on my behalf, and no-one seems to know any details of my case, even though the paper trail is probably a mile long at this point. Why do I need to keep re-telling the details of case, shouldn’t these be documented once, and followed through by as service manager? How hard is it to keep count of service calls?

4. No-shows and cancellations of appointments, elapsing time from November 2005 (and before) to April 2006, with no resolutions in sight. Did I mention I have a full time job....? I have missed 6 or more days of work for ths by now!

5. Re-occurring waste of time when new technicians come out and to re-diagnose a problem. Consistency in technicians would have saved valuable time and effort.

What’s an even greater concern to me is the complete disinterest and lack of concern by Sears' customer service people. No one is even slightly alarmed by my prolific history of service calls and product problems. I am not one of these complainer-types. I have never had to so aggressively pursue what should be a simple matter of customer service and product replacement.

Customer Service is the only reason I went with Sears. Product, price and availability can easily be met their competitors. Shop elsewhere, and don't pay for the expensive service agreement -- they won't honor it.
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Posted by Hugh_Jorgen on 2006-05-22:
When I see stories like this I wonder if it would do any good to attack from the store level? Go to your local Sears on a busy Saturday afternoon and have a calm and polite (yet loud enough to be heard) discussion of all these problems while standing in the middle of the appliance department. I would imagine a department manager or store manager would be empowered to authorize a complete replacement on something like a dishwasher. Just M3C......
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Home Service Warranty and Customer Service
Posted by ByeByeSears on 02/16/2008
WALDORF, MARYLAND -- I purchased Heat Pump from Sears and I am now past the initial 1st year of having everything covered. After first year - parts are covered and every service call comes with a $100 service charge on top of the repairs.

1 - Called Dec 22 because heater stopped working. 20 degrees outside. Service scheduler says that someone can come out on Jan 4. I asked if he is telling me that I have to go without heat for 2 weeks and he replies, "That's not what I am saying, but we can't get anyone there until Jan 4."

I changed out the 50-amp fuses myself.

2 - Called January for same reason - heater quite working again. They said someone could come out in 5 days. Unacceptable, so I fixed it myself again.

3 - Called because heater stopped again and this time, the fuse did not fix it. Luckily, the weather was not as cold, so several space heaters were used until the Sears to came out. Service rep (nice guy who knew a lot about these systems) said the system was inproperly installed and that the wires had never been tightened causing the wires to MELT! He did not charge for the labor - but still charged $100 for the service call.

4 - I told Sears that I did not want to continue with the purchase of a new system for my 2nd home because of the poor warranty service I received on the previous system.

5 - I called the Sears customer service line at 800-762-3048 to ask for my $100 back since it was a problem with the initial install - something that Sears should take care of themselves. The person who answered could not understand English well enough to take down my number to look in their "system" for my infomation. She was finally able to understand me enough to send me to another division, but hung up on me while transferring the call - 15 minutes.

6 - I called the number back again and talked to a person learning English again. I had to go through all the same steps with this person, too. He went to transfer my call and I was on hold for 7 minutes before the phone went dead. 22 minutes.

7 - I call again and immediately asked for a manager because the last two efforts were less than rewarding. I still had to go through the whole "phone number and let me look up your information" again. I told him that I was being dropped in transit, so he said to hold for a minute - where I was dropped again. 10 minutes

8 - I called again and asked for a manager again. I was assured that he would stay with this one until he knew there was a manager on the other line. I was on hold for 10 minutes, then I heard some shuffling when someone picked up the line. Then it went dead. 22 minutes

9 - I called again and did the "number" thing, then explained all that had happened so far. The guy assured me that he would not be like the others and he would stick with me on this one. He put me on hold 3 times to see what to do, then he said he was waiting on the manager to come.

I asked if he would take my phone number down so they could call me back if I was hung up on and he said they would. He put me on hold again and the phone went dead after 4 minutes. 30 minutes

10 - I took a break for a couple of hours before calling back so I could keep a cool head. This was really unbelievable so far.

When I called, I asked for a manager again and finally got one (after all the initial "phone number" steps were done) and was told that there were problems with the outsourcing of customer service and they were addressing those issues. She put me through to the money people and after being on hold for a long time, a person answered and took down all my information, telling me that someone would be calling within 24 business hours.

11 - I did one of those "look for your phone number online at Google to see if they are giving out your address" since someone reminded me through an email that it is a good idea. I wasn't even thinking of Sears at this point, but there I see it - plain as day. My name and phone number displayed in a list on one of their contact sheets for new sales of home heating/air systems. I am shocked so I send an email to their customer service center. I got nothing back. I am furious!

11 - One week later, a Sears "National Customer Relations" representative called.

Is this Mr. Cleaver?
"Yes, it is."
"I am Brenda from Sears calling about your heat pump."
"Hi, I'm surprised that it took so... "(she cut me off)
"Excuse me for a second." (she drops the phone and I can hear her turning off the television and getting kids out of the room)
"OK, Mr. Cleaver, about your heater..."

She tells me that after the 1 warranty, the service warranty includes a $100 service charge for each visit. I start to tell her that I think it is wrong for someone to install something improperly, then charge me for their mistake and that this is an easy fix. Just have someone refund the $100 and all is good.

Mind you, this woman has no concept of customer service whatsoever. I told her about the poor service in scheduling the first two problems with my system AND about the name and # being posted on a Web page. I told her about being on the phone for a long time trying to get a person to help me with a refund. I told her that she didn't seem to want to hear my side of any of this.

She said that she could sit here and lie to me and tell me that she would look into those things if I wanted her to, but it would not help any.

We continued on because I could not believe what I was hearing. I asked why a National Customer Relations representative could not tell me where to go to resolve these problems; Why a National Customer Relations representative could not even apologize for this trouble; why a National Customer Relations representative could not assure me that she will let me know how these problems will be resolved; why a National Customer Relations representative could not even ask what the Web page was so she could have it removed - and mostly, why a National Customer Relations representative was not in posession of any customer service skills to begin with.

She then said that she would look into these things. Then she asked me if it made me feel better now that she said it - even though there was nothing she was going to do about it.

I asked who I could talk to about all of my current concerns and she said I could go up to corporate, but that the problem would come back to her and she would be making this same call again - so I should save myself the trouble.

I told her I understood why Sears service has fallen so far below every other company. It's because people like her are teaching the lower service representatives to treat customers just as she was treating me.

She then said that she has done all she can and that I should have a good weekend. Then she hung up.

Sears Corporate, here I come. Please keep Brenda on your staff so that others can learn from her customer service skills. That way, Sears will eventually not be able to sell anything - thus saving the world from their terrible services.

Oh, and thanks for improperly installing the system so that wires actually MELTED - causing an unsafe environment in my home!
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