"If could give negative stars I would. Several problems with customer service. First, we bought a grill at the store. The sales person assured us it was natural gas compatible. We got it home and assembled it (this took 4 hours). To find out it was not natural gas compatible. I went back to the store and talked to a manager. she refunded the grill, and I informed her that we were having a refridgerator delivered soon, and asked if they could pick up the grill at that time. She assured me she added it to the work order. When the delivery guys got here, they said they could not take the grill, and had no work order. Then, they tried to give us a damaged fridge. it was dented AND the ice maker was cracked! When I spoke to customer service, they just said "oh, we are very sorry for the inconvenience" So completely disappointed in how this was handled."

"We purchased several large appliances from sears.com in the last month. 1st. A refrigerator. Almost 3k paid. The delivery ppl damaged the unit bringing it into the house. I immediately called sears. They offered us a 250.00 gift card to keep the unit. We accepted. We still do not have our gift card and after the last week of phone calls, Noone seems to know anything about it. We have been told it was processed several more times by phone answers from a third world country that barely speak any english. Still no card. 2nd. We purchased a stove and microwave. They came out to install the microwave and damaged that unit. Stove was never delivered. We called sears.com for a week trying to get a new one to replace the one they damaged. No replacement was given. We were told they do not have anyone available to reinstall a new one. Nor did they even have another one to replace it with. I proceeded to cancel the entire order for the stove and microwave. Sears told me my order was cancelled but could not give me a refund. Almost 2000.00. I then called my bank to stop payment. The bank contacted sears.com on a 3 way call. The woman told my bank that I never cancelled my order and it had to be cancelled. That woman said she was putting in the cancellation for my order. We were then transferred to yet another woman from sears.com. she looked up my account and said my order was still never cancelled. After about an hour on a 3 way call my bank was very aggrivated withe the sears ppl and put a stop payment in for my purchases. Thank gad for the lady at my bank or I'd be out my money and merchandise. Btw. They found someone to come out tge very next day and take the damaged microwave. They seemed to have found someone to come our after my bank stoped payment. Terrible ppl. Terrible customer service. Sears should just close their doors for good. Awful awful place, Sears.com. I did not use my sears card. I paid with my bank cc or I would of never gotten anything back. BEWARE BEWARE BEWARE"

"In the past I have been a very regular customer at Sears but things have taken a very bad turn. My husband and I have had a tough couple of years, but I had always shopped at Sears for appliances and my kids and grandkid's clothing. Yes I did use my Sears charge and always paid in full after a couple of months just making payments. Well I guess the joke was on me last week I received a letter from citi on behalf of Sears telling me that charge card had been cancelled. Seems they decided to pull a credit report and my score wasn't up to their expectations. Not sure why they were pulling a credit report as I had not asked for additional credit or anything. I called them and was told that they could pull my credit report whenever they wanted too. Told them I had been a customer since 1979 and was very disappointed in them and I wouldn't be back to purchase anything from them in the future the guy who I talked to was very rude. I also informed them that now that they had cancelled my card they have no reason to pull my credit. I always told them that this is exactly why they have all the problems that they do and would never climb the ladder to be a trusted retailer."

" Two delivery men came into my girlfriends house last week for a scheduled delivery. She was alone. After entering and being what she described as "very rude and impolite" they found the valves to which they were going to hook up her new washing machine. After surveying the situation, they told her that hey could not install her washing machine because the valves in her wall had corrosion on them. (we later sought a second an third opinion, both were plumbers and neither found any corrosion on either valve. They explained it was simply paint and that the valves were in good condition) So after lying to her that the valves were corroded, they prompted that they would install the washer anyway if she gave them more money "off the books". After asking them to clarify what they meant and being told again that they would do what they came to do if she gave them extra money on the side, she told them to leave. They began to try a negotiate a price with her, to which she repeated that she wanted them out of her home. After they eventually left, he called me immediately telling me how intimidated and uncomfortable they made her feel in her own home. I can't tell you how infuriating it is to find out that your girlfriend who is a single mother was taken advantage of in her own home. It is unacceptable to say the least. On top of that, after filing multiple reports with sears and their 3rd party delivery service i got a very nonchalant email reply telling me to let SEARS know when she gets the valves fixed so that they can send another delivery team out. And oh yeah, offered us a $50 gift card. What a joke. The behavior of the delivery men was completely unacceptable and the response from SEARS has been almost non existent. Its 2015 and a single mother can even have a product from a company as big as SEARS delivered to her home with out being taken advantage of by the intimidating, money hungry delivery men....working for the delivery service that SEARS employs. i rate them at a negative 10, all parties would have been better off if this interaction had never happened, and we had taken our business elsewhere in the first place. So if you are a female, or any person who is not trying to get schemed don't shop with SEARS."

"I purchased a dishwasher from them on my debit card. Order went through, I scheduled the delivery. Went into my bank account and the transaction was shown as processing. After an hour, I received an email saying the order was cancelled. The online chat help said the order wasn't cancelled and they gave me a number. I called that, they said they couldn't help and gave me a different number. I called that number and they said the dishwasher wasn't in stock. They then told me I would be reimbursed in 5-7 days. Really???? They took the money for product they didn't have and couldn't get. Opened a complaint with BBB. "

"Placed order on August 5. Said I could expect delivery (to their store) by August 18, 2015. Finally phoned to ask what was up on September 1. Was ready to cancel order, but agreed to give them 3 more days to sort it out. Well, nothing. Phoned again, talked to Ana, talked to her boss, (they were willing to cancel my order - my refund would be posted to my MC in 7-10 business days!!!) and was on-hold waiting to talk to his boss for 20 minutes. Gave up. What a disaster. Oh yeah, they said I would have to wait for delivery of my product before I could "Negotiate" any compensation for my time and trouble!!!!!!!!!! Really horrible service, would never order on-line from Sears again, wish I never had. "

"Take a close look at sears.com return policy before purchasing anything! Sears will only pay for return shipping if the item is "damaged in shipment and you contact them within 72 hours" or "if the wrong item was shipped". I received a defective skillet (warped on one side and the handle was crooked) and I was expected to pay for return shipping out of my own pocket! I decided instead to use the online return process and "say" that the item was damaged in shipment. I tried 3 different web browsers: Chrome, IE, and Firefox and the return shipping label would not appear on screen or print! I have given up all hope in Sears assisting me in any way. I purchased the same skillet from another company and plan to return the defective skillet back to that other company using the receipt, I am not happy that Sears has forced me to resort to this somewhat unethical tactic."

"Sears changed my delivery 4 times they did not notify me of the first change and I waited all day. Then they partial shipped the second time. The third time forgot the pkug again for dryer partial ship then a total of 3 weeks later came with right plug
It took 4 deliveries to receive 4 items
They promised a gift card and nothing
I will never usevthem sgain"

"I am so disappointed. Used to only shop at Sears for appliances, and after my experience this week, I will NEVER by another appliance there again. Ordered on Monday through the website. Set up delivery for Saturday. Friday they called and said the product (I already paid for) was not available for another month. Sat on the phone for over 45 minutes while they tried to figure out "what they could do", but to no avail, they could do nothing. So they sold me a product they did not have available. Do not trust their website when you order! We will now be waiting another week for the appliance with a different store."

"Total nightmare of an experience. Sears.com has NO ONE in the United States as a communication point person. Every online chat or phone call is with someone in Asia, and the people in Asia have no idea where the merchandise is coming from or who is delivering it!!!! We waited 3 days for a refrigerator delivery, and after multiple phone calls demanding a contact in the U.S. who could verify where the item was and when it would be delivered, we got no where. They actually said they have no way of contacting a person on the ground about the order. DO NOT order from Sears.com!!! It is a very shady operation. "

"Although ordering and storing my appliances on lay away was super easy, the delivery was horrible. The said they would deliver Sunday at 1-3 so we had to cancel our plans for the day. Then they didn't show up and didn't call us until almost after 3 so we wasted the whole day. Then they said they would deliver Monday morning which turned into Monday evening which eventually turned into another no show and a whole day wasted again. Finally my husband called and they said they will be here Tuesday at 9. 9:30 they finally showed up only to say our dishwasher is broken! Sears is okay, their delivery company sucks. I suggest picking it up yourself. "

"I bought for my son a Roller Derby Trac Star Roller Skate. It was in great shape when shipped but wheel messed up after 2 weeks. But to Sears credit I called they were courtious and told me to bring it to the store near me in broward County, Florida. They store replaced it for me no problem. A little inconveniace but problem solved."

"Order a range for my son at Sears.com on 7/27/2015. paid for it suppose to email within 3 days of scheduled delivery. No email. Called Sears rep. (?) on scheduled delivery date and rep. says that range is now unavailable. Cancelled order on 8/4/2015. Said it would take 7-10 days to see refund of 489.00 to my account. Placed a new order on 8/4/2015 for a different range. New order was fulfilled. Now 15 days later still no refund to account. Called Sears.com support rep. Said he would turn this order over to be investigated ???? He promised they would call back within 4 hours. It has now been 8 hours and SURPRISE no return phone call. Will now have payment reversed through our bank but Sears come on! What terrible terrible customer service so now after 30 years of ordering from Sears we are done no more. What a terrible way to destroy a company....."

"Nightmare of wasted time and harassment from sears. Never patronizing them again.

So on 7/4/15 I order a washer & dryer from sears.com. It shows it can be delivered on Sunday 7/12/15 for an extra charge. I also pay for installation and all the hoses and bits needed for installation - these items are automatically generated when you order.

And here begins the saga...
1) By 7/10 I have heard nothing about the installation time. I check the order and now see that it has changed to 8/12/15. NO, I did not make a mistake, because I paid extra for Sunday install and 8/12 is a weds. Hmmmm
2)CALL #1. I call to inquire about the order. They offer no apology for the random changing of installation date, but offer to refund the extra money I paid for Sunday install. I hang up, find a national hardware chain store that can install in 4 days, order from them and go online to sears.com and CANCEL my entire order.
3) I get email confirmation that my order is cancelled, and a week later another email confirming it (strange).
4) CALL #2. two weeks later, I notice that my credit card was credited various amounts that don't add up to the initial charge ($71 difference). Strange also how the charges and refunds are randomly broken down into smaller amounts. I try to go online to see what is happening with the order and it says the order doesn't exist. I call sears, after 30 min on phone the customer service lady does the math and agrees they have short changed me. She says she is forwarding a ticket to their resolutions department (or something like that).
5) CALL #3. A week later (now august) I get an email from sears saying my installation is coming soon. The email also claims my order date was in 2013????? Huh? I call and the customer service confirms the order is completely canceled and has no explanation for the delivery email. She also says there is NO RECORD of my previous call about the missing refund money, and we go through the whole process again.
6) I get texts saying my install is about to come. I ignore them
7) CALL #4. I get about 5 robocalls say the install is scheduled for the next day. There is no option to decline the install, only to repeat the scheduled time or to confirm the scheduled time? I try calling back...no answer. This is becoming harassment. I call customer service. Again, they swear the order is completely canceled the order and not to worry. No explanation for why I'm getting emails, texts, and calls saying otherwise. Both the order date and cancellation dates that Sears has are wrong now.
8) CALL #5. I get a call from the local sears delivery guy that gets cut off. After 20 minutes of calling back, he finally answers. He is asking when do I want my hoses dropped off. He is confused as to why he is delivering hoses and vents but no washer & dryer. I tell him I don't want them and the order should have been canceled. He laughs and says ok. Sounds like this sort of thing must happen to him all the time.

Thank you for wasting so much time due to your incompetence. BTW, my washer/dryer was installed a month ago by a competent business.

All this just to cancel an order that they messed up in the first place. Sears, how far you have fallen in the past 20 years. Sorry, you are now on my ban list. It takes a lot to get on it...you are member number 4....and the only business still existing....for now."

"Interesting, if you go to Sears.com webstite to give customer feedback and give them a bad review you only get two windows to respond. But boy, give them a good review and you get to stay on line for ten minutes answering all kinds of questions. They only want to hear how great they are.
Long time sears customer that quit being one today. Shop local, that way if you need help, you can get local help, not someone who you can't understand."