I have called the Sears customer-service number four times. Each time I have been told that the company has sent an email regarding my cancellation and to wait a few days for a response.

CHICAGO (CBS) -- The Sears bankruptcy is making a lot of customers nervous. They're worried warranties and gift cards are worthless and pending refunds won't be paid. CBS 2 Investigator Dorothy ...

Sears faces criticism for neglecting customer service, impacting its reputation and sales.

I have called the Sears customer-service number four times. Each time I have been told that the company has sent an email regarding my cancellation and to wait a few days for a response.

One of America's most trusted stores is under scrutiny after customers called the I-Team with disputes involving warranties and other consumer complaints on big-dollar appliances.

Sears virtually invented the concept of outstanding customer service. What happened? Above, the remains of the Santa Monica store.