The following letter was sent to Sears on August 24. Below that, you will see follow up info and today's craziness. I have a lemon LG refrigerator and Sears keeps coming, ordering parts, coming again, order parts, etc. I have tolerated the 4 visits (which they call 2) and still I do not have a refrigerator.

August 24,2019
Mitch Bowling, Chief Executive Officer, Sears Home Services
3333 Beverly Road
Hoffman Estates, IL *******
Re: Brand new (now broken) LG Refrigerator and inept customer supportone month later
Dear Mr. Bowling,
I bought an LG refrigerator from Sears and included a maintenance contract with the purchase. It is still under warranty.
On July 29, we were out of town and the young lady who checked on our home found water all over our floor (wood of course) and the food in the refrigerator and freezer ruined. There was power but no cooling. I contacted Sears Home Services immediately and was told that no technician was available until the 6-8 of August. I pushed it out to the 13th because we returned on the 12th. My dead chicken legs didn't care at that point.
On August 13, the technician said that there were 2 problems. One problem required new parts and the other was oil which had backed into the motor. He would call back to reschedule when he had the parts. I was very concerned about his findings. He told me to call Sears because he was not a Sears employee. Nothing he could do.
I called SHS immediately. This is a very new refrigerator and now I have oil in the motor? I was told that there was nothing I could do but wait for the technician because he had already ordered parts. I waited a week. The only good news here is that I was placed on hold for 26 minutes with Sears Benefits and found out that I could apply for a rebate for lost food. No one else told me this even though I asked repeatedly. I also found out that the technician was indeed an employee. Mike, at SB even saw his employee number.
The next technician came on Wednesday August 21, inserted new parts and said that I was mistaken and that there was no oil in the motor. "I have upgraded your refrigerator. It is better than new". Which rep was correct? I guess time will tell.
Two days later on Friday, August 23, I opened the refrigerator to find that everything in the refrigerator and drawer was frozen. We also had no water or ice. I called SHS again. I was told that someone would come today, August 24. The problem, according to the technician was that there was a fan that had not been restarted by technician #2. He restarted it. My husband reminded him that we had no ice/water. He said there was nothing he could do about water and implied that we had a problem elsewhere in the house. We do not. He said to wait until Monday to see how it does. Well, here is the problem, with no water, there will never be ice.
I called SHS again. They said to wait until the next available appointment. Saturday, August 31.
This has been sloppy from the beginning. We needed to wait a week for our first appointment? That was her definition of "emergency service". In all likelihood, we should have been able to fix this with 1-2 calls. Now we are looking at 4 appointments (setting aside 4 hours for each visit) and our new refrigerator is still not working correctly. SHS is tired of me calling. I can assure you, I don't know why I need to call either.
Four weeks without our refrigerator. Major inconvenience. Biggest problem, we can wait a day, a week, a year, 5 years but without water, there will be no ice. We are marking time.
Please check into this matter. We have had Sears appliances a long time. This is not ok. I look forward to your help in this matter.
Regards,
Angie L

Cc: Ann Infusino, Director, Executive Member Support
3333 Beverly Road Hoffman Estates, IL ******* *******@searshc.com
Rob Baker Vice President, Customer Experience
3333 Beverly Road Hoffman Estates, IL ******* *******@searshc.com
Customer Service 3333 Beverly Road Hoffman Estates, IL *******
*******@searshc.com
Mitch Bowling, Chief Executive Officer, Sears Home Services 3333 Beverly Road
Hoffman Estates, IL ******* *******@searshc.com
Imran Jooma Executive Vice President
Sears Holdings 3333 Beverly Rd. Hoffman Estates, IL ******* *******@searshc.com\ Case #*******
Exec Asst Debra Tsenguyen

The second grouping is an email written following the technicians departure.

Dear Sirs:
Your repairman has just left. He can't fix my refrigerator. It needs (another) compressor. It needs (another) evaporator. It needs some part for the hose since that is the reason that we have no ice/water.
He says that we have had only 2 service calls. They are not considered completed calls unless they insert parts so the other 2 times that you took up 4 hours (and today 8), they don't count. They don't carry parts with them. This "game" could go on for a very long time.

The third grouping is a follow up email written once again to Sears once their assigned Executive Assistant told me to wait further for ordered parts. We told the technician to NOT order parts because it would again cause delays. We have NO idea when he will return.

Sent: Wednesday, August 28,2019 2:25 PM
To: '*******@searshc.com' <*******@searshc.com>; '*******@searshc.com' <*******@searshc.com>
Cc: '*******@searshc.com' <*******@searshc.com>; '*******@searshc.com' <*******@searshc.com>; '*******@searshc.com' <*******@searshc.com>
Subject: RE: Case # ******* RE: Brand new (now broken) LG Refrigerator and inept customer supportone month later
The third grouping is a follow up email written once again to Sears once their assigned Executive Assistant told me to wait further for ordered parts. We told the technician to NOT order parts because it would again cause delays. We have NO idea when he will return.

We have just completed our 4th appointment with a Sears technician. (Definition of completed: finished; ended; concluded). Now we find out that Sears doesn't use a regular dictionary but rather has it's own fuzzy dictionary. Completed, according to Sears, means to insert a part (It can't mean successfully insert a part because then we have had not had any completed appointments). Our completed appointments include:
1. First appointment, installed a new condenser. Completed appointment
2. Second appointment, installed new evaporators and new water line. Completed appointment
3. Third appointment, turned on the fan which the 2nd guy didn't do. Completed appointment.
4. Fourth appointmentnever did figure out the problem except we need a new condenser, new evaporator, new hose, and who knows what else. This appointment is also completed. He is no longer here. He left and ordered parts even though we told him not to because when you order parts, SHS can't do anything else for you until the parts are in.
Well, he ordered (the same) parts all over again, anyway.
And now, SHS can't help us because there are parts ordered.
WE spoke with Debra, again. No, she says, nothing we can do. We have to wait for the parts again. I asked the technician when he was here, if we order these parts (again), will our refrigerator work. He said he didn't know.
We have waited for a month. We have waited through 4 appointments(per our maintenance agreement, at this point, a new refrigerator should be delivered). SHS has wasted time, gas, money, and still nothing has worked.
As I said last Saturday, without water, we will never have ice. And now I say, with no clear understanding of the problems in our refrigerator, we will never have a functioning appliance. We have a lemon.
Please, live up to your maintenance agreement that we purchased. Do the right thing. We need a functioning refrigerator.
A Long

I ordered my Frigidaire appliances from Sears. After I placed the appliance order I looked at the website the next day and all of the prices were reduced. I called Sears for price protection and they gave it to me on the stove and microwave but not on the dishwasher because the dishwasher didn't have price protection. I found that ridiculous because I could just return it and purchase another dishwasher at the reduced price and that is exactly what I did (prior to delivery). They assured me on the call that the original dishwasher order was canceled and I would receive a refund within 7-10 business days. I checked my online account a week later and still saw that it was scheduled to be delivered. I called Sears and they told me to refuse the delivery. This also meant that my refund was not initiated because the dishwasher was still being delivered. Ugh!

The initial delivery did not happen because they arrived at my house without calling first and I wasn't home. Sears called me and I said I am only minutes away and to please have them wait. They did not. I called Sears when I reached my house and spoke to the delivery manager who was kind enough to offer me $100 in Cash Your Way Rewards for the inconvenience. I had to call Sears numerous times over a couple of weeks because I didn't get the points. The second delivery thankfully went as planned. The counter-depth refrigerator (only two to choose from in smudge-proof stainless steel with Frigidaire) I ordered was a nightmare. It made a loud piercing noise and I wanted all of the same name brand appliances so I was going to return all of the appliances. Sears offered me $200 cash back to my credit card to keep all of the appliances and they would replace the refrigerator. I went with their offer and had a new refrigerator delivered. I waited weeks for the refund to my credit card and never got it. I called Sears and they told me that the refund wasn't processed because they needed my credit card information. Um, refund it to the card that I used as you did the dishwasher. So I gave them my credit card information and I finally received a refund of $186 and change. What? I was offered $200 and received $186 and change. Weird.

Then I was stupid enough to order a grill through Sears because they were offering $200 in Cash Your Way Rewards points for any purchase over $200. I was told the points would not be credited until I picked up the grill. I picked up the grill about two weeks ago and still don't have my points. I called Sears today and they told me that the item doesn't show as picked up. Mind you I called a week ago and spoke to somebody in regard to the same and was told she would mark it as delivered and I should receive my points with 48-72 hours.

To put the cherry on top, I ended up returning the refrigerator because the replacement made the same awful sound and they picked it up on Saturday. I called today to ensure that the refund was in process and they had all the information that they needed given my prior experience. I was told that the item hasn't been returned to the warehouse and the refund would be processed with 7-10 business days once it is received. Seriously, it was picked up five days ago! The representative for Sears called the delivery department and she connected me. Thankfully they told me that the refrigerator was returned to the warehouse the day it was picked up and the refund was in process. Why wasn't it in their system and why wasn't my online account updated? Very concerning given I didn't get anything from the delivery men who picked the refrigerator up so I had no way of proving it was actually picked up (except for it being recorded with my carport camera).

I am absolutely disgusted with Sears and their customer service. I have probably made 20 calls to them since I ordered my appliances August 22nd. I kept getting moved from department to department because "we don't have that information". I will NEVER order anything from Sears again!

UPDATE (10/22/2018): I am currently on the phone with Sears AGAIN because I still don't have a refund for the refrigerator that I returned over two weeks ago! This is the 6th time I've contacted Sears about this return and they kept telling me the refund is in process. I called on the 10th business day (when the refund should have been on my credit card) and was told that the refrigerator still shows as SHIPPED and there wasn't a refund in process. WHAT?

I decided now it's time to call the corporate office. I waited on hold for over 10 minutes and was hung up on. I called back and waited another 10 minutes on hold and then spoke with Ethan. Ethan put me on hold for quite some time so he could do the same exact research that the other customer service representatives have done and proceeded to tell me that the refund was sent in the form of a check rather than being credited to my credit card and I should receive it this week. INTERESTING because not one of the other customer services representatives, Ezonine, Kelly, Marco (who told me a manager would be giving me a call to discuss the refund situation and I never received a call), Leon, Nick (who told me that his manager was in a meeting and there were no other managers on duty and that he would send me an email of our phone conversation for my records which I never received), or Eleven told me the refund was being sent as a check. They ALL told me it was being refunded to my credit card. Fast forward a day and I receive an email from Sears Customer Solutions and attached was a receipt showing a refund to my CREDIT CARD for the refrigerator and it was for over $200 less than what I paid. I proceed to get on the phone with Sears Corporate office, AGAIN, and spoke with Kyle who tells me that the remainder of the refund is being processed.

I've spent over 3 hours over a span of 16 days with 8 different customer service representatives who all told me different information. And this is only in regard to the refund for the refrigerator and does not include all of the prior calls I have made to Sears since I purchased my appliances. I'm exhausted. I'm angry. I seriously don't wish what I have gone through with this company on my worst enemy. Sears, you are dead to me.

Crap spectacular. This store on wendover is a piece of doodoo. They have nothing.

I wanted to do this review after dealing with a customer service team that seems to be brain dead. A week ago I called Sears.com to place an order for a small bottle of Betty Boop perfume spray.

I was on the phone with some lady for over 25 minutes giving her all my information. Name, address, phone number, order number and so forth. I had to keep repeating it over and over as I guess she was having a hard time with understanding English.

After she finally got it the representative hung up on me. I was kind of in a hurry as I had an appointment to make. I called back and got someone even more dim. This was a man. I spent another 55 minutes giving the same information again to him.

Several times I had to keep repeating myself and telling him to stop and just listen because I did not have all day to try and place an order for this one little item. Lord forbid if I wanted to buy anything else.

After I finally got him to place the order I had missed my appointment. I waited about 3 days and called to see if the order was processed. I received this email first.

Thank you for your order, lrraine.

We apologize for the delay.

We're processing your order #*******, placed on Tue, Dec 06,2016.
HERE'S WHAT'S NEXT:

Shipped Items: We'll send you an email with your tracking information when each shipment in your order leaves our warehouse.
We hope you had a great shopping experience today. Please keep this email as your receipt.

Thank you for choosing us,
Your Sears Team

After all that repetition of may name and address they still did not spell my name right. When I called to see where my order was. I was on the phone with another woman who confirmed that the order was being processed and she said she would send me an e-mail so I could see the order.

This is the second e-mail I received.

Store Address
SPRING HILL MALL
Store: *******000 SPRING HILL MALL
WEST DUNDEE, IL **************

Store Pickup Location
Merchandise pickup area of the store

Pickup Contact
Kristin Koltz
*******@searshc.com
*******341

Order Date
Mon, Dec 05,2016

Salescheck #
**************

Suborder #
*******660

Estimated In-Store Date
Wed, Dec 07,2016
ITEM DETAILS
Men's 2-Pairs Texting Gloves
Size: 0.45 x 22.8 x 17.25
Fit: Men's, Size: M/L, Color: Black Onyx,
Sold by KMART
Kmart Return Policy
Mfr# MF6AN*******K
Part# 046W*******001
KSN: *******
UPC: **************

PRICE QTY ITEM SUBTOTAL
Sale 3.99
Reg. 4.99 1 3.99

Associate Discount:
SHC Associate Discount 20% 0.80
Item Total 3.19

I then flipped out and called them again by this time I was irate. This is not the item I order after I went through all of that time to place an order for a lousy little bottle of Betty Boop perfume spray.

When the next rep got on the line she explained that the former rep pulled the wrong order up and said she was sorry that the item I ordered was being sent out.
I then got this email.

Shipping Address
Lrraine wise
7831 st dridget lane
Dundalk, MD 21*******979 Order Date
Tue, Dec 06,2016

Return Code
6679-4410-2589-3939-0619

Salescheck #
**************

ITEM DETAILS
BETTY BOOP by Melfleurs SEXY EAU DE PARFUM SPRAY 2.5 OZ
Size: 5.5 x 6.5 x 7.5

Sold by Ami Ventures Inc
View Seller Info
Mfr# *******
Part# SPM*******202

PRICE QTY ITEM SUBTOTAL
Sale 13.59
Reg. 14.30 1 13.59

Still my name and spelling of the address are incorrect. UNBELIEVABLE...

I then went to the house where I had the item sent so my family member would not see the box. When I got there the mail lady was on the other side of the street delivering the mail. I asked her if she had the package and she said yes.

When she got the package out of her truck it was a huge box. I said to her WOW. I explained to the mail lady that I was wondering why the box would be that big for a tiny bottle of perfume. She said maybe to protect it from breaking.

I took the box into my cousins and opened it so I did not have to drag this super huge box home. When I opened I could not believe that the sent the wrong thing. The sent me the Betty Boop perfume and lotion with Betty sitting on top of a birthday cake. Instead of the Betty Boop in a black dress standing up.

I called them up and asked to speak to a supervisor. She advises me that she was sorry that this happened. I explained everything that I went through for all the calls and wrong ordering emails and that the reps even spelled my name and the shipping address wrong to her. I also asked her how that was helping me when there is only 13 days until Christmas?

She then advised me that she would look into it and I would need to wait 72 hours until she could see what can be done. GREAT CUSTOMER BRAIN DEAD SERVICE. GO SEAR. COM.

At this point I am so angry with the level of service and lack of concern for all the mistakes this screwed up company made and the fact that I have a gift I never ordered. In fact is also listed cheaper than what I ordered. I think while I am waiting the 72 hours I may as well start a claim at my bank for a full refund of the purchase price until they can figure out what the hell they are doing. I am also keeping the wrong item they sent as I am not paying to return it.

I am going to see what happens before I call the bank. I will give them a little more time to help with this problem.

Today I got an e-mail from Sears.com. It said this.

Dear Lorraine,
We are sorry for the inconvenience that this has caused you. Please send us a screenshot of the item we sent.

I could not believe that after all of this mess that they had the utmost audacity to ask me to waste more time to send them a picture of the wrong product that there vendor sent.

I called them up and asked for another supervisor. When I got her on the phone. I explained again everything that I have been through. I then told her that there was no way I would waste my time sending them proof of the wrong item and that they needed to call the vendor to find out what the wrong item looked like. I advised her I should not be the one to show the burden of proof. When I did not make the mistakes.

I then told her that I could care a less about them sending the product I originally ordered I just want a complete refund. I advised her that I refuse to waste any more time trying to get them to send me what I picked out. I advised her it is over I just want my money back.

I can go to other sites to get this little bottle of Betty Boop perfume. Although it is to late know to get it by Christmas I will need to figure something else out.

She then said that they will refund the price in full in 3-5 days. Thank the good lord above nightmare over.

I did not want to have to do anything to hurt the business but this was simply to many mistakes. I hope that everyone who reads this heads my warning, Sears.com is dead to me now and forever I will never use this company again. Happy holiday to all I hope this helps. BEWARE

THey make great hand tools! AND HAVE A GOOD WARRANTY!

Great

Lousy

Great sales and reasonable rates.

Ordering parts from Sears always good experience.

Nice store, carry lots of everyday items