Disappointed in the wait time. During the booking process the website stated that my appointment was between 1-5 and the tech would get in touch with me to let me know what time he would be coming so I didn't have to wait the full 4 hours. I waited until 4 pm with no communication whatsoever. It was only when I called customer service that I got a call that he was 20 minutes out. There's a big difference between a tech calling when they are on the way and a tech calling at the start of the appointment window to give a more specific time frame. The site makes it seem like you won't be stuck waiting but the bait and switch is that the tech only calls when on the way. And you still end up waiting. Won't book Sears again. The tech was very nice and helpful. Just wish he didn't work for Sears read more

30 BUSINESS DAYS FOR REFUND OF SERVICE NEVER RECEIVED!!! This is by far the worst customer service you will ever experience! We had someone out to repair our dryer on a Monday. She found the problem, "ordered the part" and scheduled a repair appointment for that Friday. On Thursday I received an email that my appointment had been pushed to the following Monday (now an entire week without a working dryer). A few hours later, I received an email that it was pushed another 10 days. At this point, nobody at Sears cared to pick up the phone and explain any of this. Instead, I have to call and they tell me it's because they don't see information for the part and will order it. I tell them to cancel the appointment, refund the money that I prepaid and let's walk away from this horrible experience. They told me it was canceled and then parts show up at my house a few days later. I call about the refund and they say I need to ship the parts back to get the refund even though 65% of the payment was labor which I never received. Anyway, I ship immediately and the parts were delivered back to Sears Friday. I sent an email and called to ask for a status update on my refund and after sitting on hold for 26 minutes, the agent tells me she will put in a ticket for a refund (thought that would be done when they said it would and when I shipped the parts back). She said someone would call me in "no more than 3 hours." Obviously, because it's Sears and this is their MO for customer service, nobody called. I called them again and the agent told me the "refund investigation" was started July 8 and that the investigation process would be 7-10 business days and then the refund would be 20 business days. I asked and he confirmed that they will be holding the money for a service I did NOT receive (and requested to cancel) for 30 business days because that's their policy. BEWARE!!! read more

Where to begin.. Firstly, my appointment time was between 1-5pm and I was told that I would receive a text or call when my technician was on his way. Not only did I not receive a text or call, but my technician showed up at 5:45pm. From the beginning, he seemed to be clueless about why my refrigerator was no longer cooling (I thought would be a common issue). He called another technician over speaker phone and they went on an 8 minute conversation about "Texas night life". They care to the conclusion that my compressor was broken and would cost around $900 to fix. I called Sears while the technician was there to find out if my refrigerator was under warranty, the woman on the phone said it was for a year. I pulled out the handbook of the refrigerator and to my surprise on the second page it stated the compressor was covered for 10 years. I call them back and of course no one has any idea what I'm talking about so they refer me to Kenmore, the lady from kenmore was able to clarify what the handbook was stating and informed the technician at my house that the compressor was covered. Not even 10 mins later, the story changed to it now being a new part that wouldn't be covered in the warranty. This technician spent most of his time out by his van than he did in my house and also asking for pizza and water. He was at my house with me and my infant son ALONE for 4 hours and NOTHING was fixed! He continued on to tell me about how much he hates his job and the long hours and he is struggling with rent and he is planning to quit after Christmas. Are you kidding me?! He decided he was done for the night and would be back in the morning at 9am. The next day, at 9:45 am, I call to find out the ETA of the technician and found out he actually CALLED OUT SICK! And that my appt was rescheduled for 10 days later! Unbelievable! I called and talked to 3 supervisors, none of which had any care of the situation or unprofessionalism I dealt with the night prior! Because the appt was pushed out further I had to throw over $200 worth of groceries away and had to buy a mini fridge in order to keep my child's milk cold. I called 4 different other companies in hopes of finding someone else to fix my issues however, because the refrigerator is only 4 years old and is a Kenmore LG, no other companies were able to help. I am unfortunately stuck with dealing with sears. In the future, I will never deal with sears or buy a kenmore appliance ever again. Absolutely terrible! read more

Unacceptable Service diagnostics was incorrect. $410 and 23 days later I am still trying to get a service call. Twice they cancelled my return appointment due to technicians calling off sick. Funny how that works if you have already paid. Seems they have a series epidemic at the local Sears service center. Maybe I should call the Centers for Disease Control read more

The phone system is horrible! People working there could care less!! Only redeeming quality about sears service is the technician Walt Sibelius. He's very knowledgeable and kind. When all others failed at fixing my appliance he comes in and saves the day. Please please please get rid of the call center based outside of the US! read more

Absolutely do not try and deal with these people they have put me off for 4 days will a broken refrigerator promise it'll be here did not show up at all after being at 9 hours waiting call them back we must reschedule at a different time on a different day after I was told I had to turn a refrigerator off unload everything which I did still no show don't even consider them read more

Called the 800 number to schedule an appointment to service my leaking refrigerator on 7/23. Had an appointment for 7/30. Cleared my schedule to ensure I was available for the 4 hour gap (from 8am -12pm) I was given. Got a call on 7/30 at 2pm that my work order was "put in wrong," and whoever had put it in had marked dishwasher repair instead of refrigerator. Called the 800 number back and was told I would have to wait an additional 12 days before anyone could come out to repair my refrigerator. read more

Absolutely horrible. Wait time for an appointment is over 1 week - just to assess!? Then they ordered the parts which arrived in the mail 4 days later - but no tech to fix until 2 weeks later! I cam home the next day - after they "fixed" it - to a large puddle of water coming from under the fridge and the it was not cooling. When I called customer service and talked to a supervisor "Keirra" she was insensitive, condescending and unhelpful. Waiting another week for another assessment appointment. read more

I have been a customer of sears for decades, I have Kenmore Elite appliances in my homes (plural) and have had the worst service this past year than I could have ever imagined. It has taken Sears appliance repair 5 service appointments to repair what started as only a digital oven timer that the led lights didn't work properly( the timer worked just couldn't read it very well) to an oven Kemore Elite double oven which now doesn't work at all. They reshechuled appointments without notifying me, when I called to find out why, they told me on two occasions the technician was sick and couldn't complete the repair only to find out that wasn't true. They told me after scheduling appointments that they didn't have those appointments scheduled even after I gave them the names of the people who scheduled the appointments. They went to the wrong address, left a note on the neighbors door saying they showed up and no one was home, after I was told that the technician went home sick. After rescheduling 5 times, speaking to Skyler, Ethan, Alex, supervisors Oskar and manager Mikaylia ,not only has my oven still not been repaired, but they said there was nothing they could do to offer me any kind of compensation. Mikaylia even told me she was the final authority. Today is now the 5th scheduled appointment to get this completed. I am not feeling too positive about it. We'll see, but you can be assured I will never ever buy another sears appliance, nor will I ever recomend them. if I could give them 0 stars I would. By the way, this is with a Sears home warranty. read more

Sears has worked with patience and skill to basically rebuild a 5 year old Kenmore ice maker still under extended warranty. Could not possibly ask for more. read more

The washer is repaired FINALLY. The primary reason for giving this service 1 STAR is the very, very limited number of "available appointments" with this Repair Service Company. We found a small leak in our washer. After calling Sears, we found it would be two weeks before the "next available" appointment. I opted for going with a "brand name repair service" and resigned myself to putting a towel around the washer so we could still use it. During the initial visit, the technician quickly isolated the problem. He needed to order a part - that would be delivered directly to my home. I then needed to reschedule a follow-up appointment to have the part installed. The part arrived in one week. The follow-up visit from the tech took NINETEEN days to schedule. That's a lot of wet towels. I did call back to the Sears Home Services "800" number several times, asking if a more convenient/earlier appointment was available. They were very nice each time saying no earlier appointment were available but they would put me on the "Priority List" in case for an earlier appointment came available. I remember thinking after every call that "Yeah, right! That will never happen." On the positive side - the technicians showed up at the time they said, were friendly and efficient. I will do a lot more research in finding a repair service the next time I need any of my appliances repaired. read more

I would give it a zero if I could! Approximately 1 year ago we bought all new appliances from Sears. My refrigerator went out January 13,2018 took approximately two weeks for them to even come and look at it and found the compressor went out. Thank goodness we got the extended warranty. So they were supposed to come tomorrow 2/7/2018 got a phone call from them today saying parts are on back order and now they don't know when they'll get the parts or be able to come out. Ask to speak to her manager and the lady said," they'll just tell you the same thing". Ask to speak to one anyway,put me on hold for over 45 minutes. Called from the house phone,while holding on my cell,gentleman put me right through. He had all the excuses that one is accustomed to hearing. Still no date for repair or a time table when the parts will be in! I NEVER buy another thing from Sears. read more

My family moved to Chesapeake, VA at the end of July 2017. Our washer did not work. We thought, "Hey we purchased the home protection deal, let's call Sears and get this fixed!" Unfortunately, to our dismay it turned out that this would be the worst mistake. After the first call for assistance, it was the next day and they had someone here. We were amazed at the service. The repairman came, had to order a litany of parts and told us to call and schedule the appointment for repair after we had received them all. After conducting an inventory of parts in my home, we called to schedule the repair and were told it would be 10 days before anyone could make it. A little upset, but understanding this can happen, we resigned ourselves to using the local laundry mat to get our clothes cleaned. After the repair, it stopped working again about 3 weeks later. Called to schedule an appoint and was told it would be 10 days before anyone could make it. Not pleased, but what can we do...? Repairman came out and told us the gearbox installed was bad from the start and never should have been put in. Got it, how do we get this fixed? He ordered a new one and put a "rush" on the part. Not that it mattered the part would be here in 3 days. The next available opportunity for them to come back out was another 10 days...starting to see a pattern...Finally get someone out here (forgot to mention, every time its someone else) and get it repaired. It wasn't but 4 days later and the machine is leaking oil...well there is only 1 part that has oil in it, THE GEAR CASE! So I call, reluctantly, and request service and make it very clear what Im seeing and the online tech assist agrees. I make sure to tell them its the gear case and to have one with the tech when he arrives. Lo and behold, he arrives today WITH NO PARTS! Says, "Hey, its the gear case! You were right, I guess. But don't worry cause I'm going to expedite the part. It should be here in a couple days, not that it matters cause I cant get here for another 10 days." Look, 10 again, my luck number? It would have been better to junk the washer and replace it than to call your service and expect to receive any of the help promised us when we dropped several hundred dollars on this certificate in 2015. Rather, what we have received can only be described as abysmal attempts to care about our situation followed by indignant customer service representatives who seemed affronted by my anger at the situations. It is appalling that every time we call, they ask if we want to extend our service as it expires in a month. Are your serious? Yes, please sign me up for more opportunities to suffer with terrible service, even worse results, and the chance to interact with the largest collection of indifferent CUSTOMER SERVICE REPRESENTATIVES I have ever had the displeasure to interact with. Don't worry, if you feel Ive not explained everything, cause I can promise you this is not the last time I will be posting, cause hey, IN 10 MORE DAYS I GET TO DEAL WITH YOU AGAIN!! UPDATE: Just spoke to some customer service whose best line was to call back tomorrow to give them time to load everything in the system...HAHA read more

This was not a good experience from being the last appointment and technician had problems I'm guessing not enough experience, to leaving at 7pm and not fixing washer and having to order parts= laundromat for me who haven't been in 20 years. Two weeks later different tech, new problems. He had to re-do all repairs, didn't need the ordered parts and ordered more parts leaves at 9pm! Another week or so (I lost track), previous tech comes and asking about parts he ordered and read some notes, understood what to do fixed in 1 to 2 hours and left. What do you think? read more

I give the service on my washer 4 stars, but the rescheduling did not go well. There are problems with the scheduling.

My 8 year-old oven element burned out. Sears came out, took about 15 minutes, and made an excellent repair, The technician arrived before the scheduled repair time. He was knowledgeable and courteous. I will use them again. read more

Excellent service!!! Diagnosed problem. I thought part was going to have to be ordered. Nope, Tech went to van and pulled part to fix problem quickly. Explained what happened and why part failed. Pleasant and courteous service. read more

I wish I could give 0 stars. Horrible customer service!! Repair technician did not properly fix our washing machine at the appt (he said he tested for the leak and it was fixed). Within minutes after he left I tested it and noticed the leak was still present. I called Sears right away and was told to wait by the phone the technician would call and return. Never received a phone call and did not show up. Next morning I called back and was told I'd get a call from the technician within the hour. He never called. I called back and they said they would just make me an appt same day (great! Between 1-5. At 3:30 I got a call saying there weren't any technicians available. She was very rude and when I explained my frustration she said she'd put us in the technicians route that same day, then she hung up on me! We waited until 9:30pm and the technician never called or showed up. After speaking to the supervisor At 9:30 I was told we had to now wait 12 days for an appointment. I explained that our moving truck was literally coming the next day and I needed someone first thing in the morning and he had the nerve to ask why I cared if we had it fixed then if it was staying in the house! I asked for a refund and he said that was impossible. I am in utter disbelief at the unprofessionalism that Sears handles customer service and scheduling of their technicians. I will never use them again and will share this story with as many people as I can! read more

This company did not show up for the 1st appointment and there was no call to me inform me that they would not arrive. Then they proceeded to schedule another appointment without asking if I was available for that appointment. Then instead of being 1st priority the technician did not show until after 1PM. When the technician was there he told me the malfunction was typical in machines 4 to 5years old. Mine was 6. Then after he fixed the machine he proceeded to tell me the malfunction was my fault due to lack of regular maintenance trying to sell me a 1 year warranty for a 6 year old machine. read more

SEARS is by far the absolute worse customer service I have ever received! I will NEVER purchase anything from them again! I have an inoperable refrigerator that was called in for repair Oct 2016. Less than a year later the same problem occurred. We called in the service warranty and we got an appointment for two weeks later. The technician came and rescheduled because a part had to be ordered. Three weeks later the technician returns and 3 days later the fridge is still not working! I called this problem in again and the soonest they can come back is August 11th; three weeks later! I have called SEARS 7 times back to back and the associates keep placing me on hold, they say they are reviewing my account and then hang up the phone on me, they are extremely rude, and to make it worse, it is difficult to understand them through broken English! Do not waste your time nor your money--go to Wal-Mart, I guarantee you will get better service! I will use my home service warranty to get this fridge repaired! read more