My 72 year old mother recently purchased a freezer from Sears.com. The delivery was scheduled for a Tuesday at 5:45 pm. The delivery department called around 5:00 and said that there was a delay and they would be at our home by 7:15 pm. Things do happen, so we just waited. And waited. And waited.
By 8:00 pm, my mother was calling the delivery department every 15 minutes to try to get an update. They could tell us nothing.
Finally, the truck pulled in at 9:15 pm!
The driver came in to see where the freezer was going, and then the trouble began. He was complaining about being up since 4 in the morning, and it was raining, and blah...blah...blah!
My mother interrupted and said she really didn't care, she just wanted her freezer. He continued to complain. She again asked for her freezer, and he said - "If you want your freezer, you better be nice to me."
My mother was furious, needless to say, and told him to get her freezer NOW.
He walked out of the garage, told the other person on the truck to put it back, he wasn't delivering it. When I asked him what was going on, he said "I won't be verbally abused - she cursed at me, and I'm leaving." Then they drove off.
We tried for the next hour to get a manager at the delivery department on the phone - the reps answering the phone would apologize, but then put us on hold - moments later we were magically disconnected. This occurred 6 times!
I finally got ahold of corporate on Wednesday. They got me to a manager, and while he was shocked, he had no solution to offer us - they would reschedule the delivery for NEXT week, and they would make sure a different team came to deliver the freezer. My mother cancelled the order.
Obviously, Sears feels it does not need customers anymore. I know neither of us will ever deal with them again!

Seems I'm not alone in my struggle with Sears, yet I feel that my story is worse than any you have posted so far. They actually damaged my 150 year old home jamming the refrigerator through a doorway. After promising a mere $300 compensation, they haven't even done that and are now refusing to return my phone calls. I'm about to update my website as to that effect but here's the link to my story with pictures:

http://www.vivaladata.com/searssucks.html

Thanks for providing a voice to the people.

Warmest Regards,
Diana Simonson