As a long time customer of Sears, i was shocked at how poorly their "elevated" customer service group was at actually addressing my concern. Our washing machine broke while covered by an extended service contract.
A technician visited to assess, ordered parts and collected a deposit (because his computer told him to even though he was pretty sure he didn't need to). Turns out he was right, and when the appointment was scheduled, I was promised a refund. Turns out that the parts arrived broken, then replacement, replacement parts were rush delivered but no repair technicians were available.
Then one was available but needed a partner so he left. Two months later, Sears still has my money, won't return my calls and hasn't picked up the parts!
Product or Service Mentioned: Sears Repair.