We had poor customer service with a phone rep.
We bought a refrigerator, it came a week later. The delivery man was honest and said he noticed the door wouldn't latch. He called and the woman wanted to send a service tech to fix a brand new item. We said no return it and give us a replacement. She was rude, and seemed put off we could not understand her accent. She tells us it would be another week to get the new one to us. We said forget it. Asked for a refund which will take 2 weeks.
If she had been apologetic or tried to fix Sears problem, we would have been fine.
She hopefully was a poor representation for the company, but we will mot be returning to Sears any time soon.