Excellent knowledge of the service Tech. Received The best service yet. The tech new exactly what was wrong & explained the problem & how to correct it. He included advice of what products not to use while using the dryer & how the rinse/spin cycle operates. He mentioned that while operating the washer/dryer to ensure that we follow the correct procedures to get the best out of the the items that are being washed & dried. The Tech was very polite and well mannered. read more

On Yelp, I have only written two(2) negative reviews, and both were warranted. One for ASHLEY HOMEWORLD customer service, and now one for the SEARS HOME WARRANTY program...do NOT purchase this extended warranty package, it is a total scam. The customer service people selling the product will tell you that this warranty covers up to 9 kitchen appliances...stove, range, micro, reforge, washer dryer...etc. They will also tell you that if you have any problems with the items (regardless of age or condition), they will fix it...AND if they can't fix it, they will replace it with a new product of similar quality and make. This glorious all-inclusive coverage will only cost you $49/month, and a $75 deductible every time you use the service...sounds really good...The only problem is when you try to use the service, the technicians come out to do the repair, and they explain to you that everything the salesman told you on the phone is WRONG!!! They will only replace an item if it breaks down more than 4 times in a 6 month period (at $75 per visit, a total of $300)...that is NOT the way the sales people explained it to me when they signed me up. So the net result is that you pay $49 for 6 months = $300, plus 4, $75 service calls = $300 (for a grand total of $600) for the "possibility" of getting your $500-$700 stove/range replaced....why not pay the $500 up front and buy it from somewhere other than Sears, and save yourself 6 months of aggravation and headaches associated with this worthless warranty.... So I decide to cancel the policy....good luck trying to get through to customer service, you get bounced around from department to department, and everyone you speak to tries to get you to keep your warranty intact, because they as they explain it....the technicians that explained the policy to you are WRONG, and the policy clearly states that if they can't fix it, they need to replace it...so they try to reschedule you (a couple weeks later, and another $49 monthly charge) with a different repair company and a different technician....only problem is that in Hawaii...there is only ONE company authorized to do repairs...and I get a phone call from the SAME technician that came out the first time...and he tells me the same thing he told me three weeks earlier...by this time, I am now LIVID!!! And I don't want to have ANYTHING to do with this company or this warranty... I just want a refund of all the charges that I have paid over this 7 week ordeal... I finally get through to the right customer service department and tell them I want to cancel my policy...."we hate to lose you as a customer, but we understand, and will cancel your policy immediately"....they refund me my two months $49 fee, and my $75 service call fee....WONDERFUL!!!! I say to myself....Oh, EXCEPT...she says....since you canceled your policy within the year, you now have to pay FULL PRICE for the original service call that the technician initially made to my house.....ARE YOU KIDDING ME???? The retail price of the technicians initial visit was $192!!! So this is the BOTTOM LINE.....7 weeks of aggravation, $200 out of pocket, and an appliance that STILL does not work.....avoid this policy like the PLAGUE!!!! There is a reason that SEARS is going bankrupt, part of it is because their loyalty/extended warranties are deceiving and misleading, and it has eroded the public's trust...good luck Sears...I will never buy another product from Sears....and I will DEFINITELY never buy any type of extended warranty on Sears products that I already own... Again, this is just my opinion, but ...CAVEAT EMPTOR... read more

If you want people who actually care about you, never book with Sears. Today, I had an appointment - they give you. 4-hour window, which is fine. They claim to have knocked on the door. Next thing you know, they're driving off. No phone call, no other attempt to reach you. You could be in the bathroom - or you could be upstairs in a two-story home and might not be fast enough. They don't care at all! They leave to get their weekend started early and reschedule you one week later. No attempt to call your phone or anything else. Then they lie - they say they left a voicemail - none. You try to get them to return - nope, too late. Spoiled food in your fridge? They don't give a damn. If you don't wait by the door during that 4-hour window, you're screwed. Thinking of buying their home warranty? Don't. There's a reason the bigger Sears corporation is defunct. read more

Never showed up to the first appointment. Never showed up to the appointment they rescheduled (without confirming). Sent an email saying they missed us, but they actually never came by because I was here all day. If you call any of the 808 numbers you can find online it sends you to operators in the Phillipines who cannot connect you to anyone. No local contact. Highly advise not to use. They don't care about your time or your appliances. read more

The worst place for customer service. Went there twice this week. Once for an AC and another time for a vacuum. Both times the portly salesman was not interested in helping us and was rather blah. The older gentleman that did finally come to help (he sat on the bed for sale until summoned to help us) was not knowledgable on the appliances in question. Second visit was no better. The same portly guy was helping a customer so we waited in the one line there (during the pandemic they limit the number of customers in the store so one must wait in a queue until allowed to enter). We waited for about 10 minutes and even tried calling to see if anyone else was there as we could see the man with two customers. No success on the phone call so we waited. Then the salesman walks past the line with the customers he was helping without a word. Thinking its going to be long hellish wait we leave. As we exit the store, we see him letting the customers out through another door. Had we known that he was doing that we would have remained in line. This kind of poor customer service is unfortunate in a time when many businesses are closing due to very little customers. Two things would have made the experience better. One is to acknowledge the customers in line so we know he realizes we are there and second at least pretend to like people. And get the sir fixed! It is hot as hell in there! I have a feeling that this store and Sears in general is going to be short lived and they will succumb to their own brand of poor customer service and apathy. Sad because I did think opening an appliance store was a good idea since they have very good appliances. It is a good idea but they need the sales staff to support it. read more

Customer service is definitely lacking... I'm sure they will go out of business again.

We have an expensive Sears protection agreement. It is horrible - do not buy! We have had a broken refrigerator since spring. Technicians cannot seem to fix the problem and the leak has damaged our floor. A really big issue is the unreliable service. It takes forever to make an appointment and then you must stay home from 8 to 5. In July the technician never showed up - no call to cancel...just a no show. Today we have an appointment and received a notice that we are not home so appointment canceled. We ARE home...there was no phone call, no knock and no doorbell. Now we have to wait another month for a new appointment. My advice - find another company. This one is unreliable to say the very least. read more

Humm. Service could be better. Don't my their insurance it's a means for them to delay and delay until 30s go by and you're locked into their annual program for Warrenty support. read more

Horrible! taking over 3 months to replace broken fridge under warranty, and still no help, they are clueless and only transfer me to call center in India or Philippines whom arent able to help read more

One star. 'Nuf said. Three times for the same appliance. Rude phone reps when you can get them on the line.

Do not go through Sears Appliance Repair. There service is the worst ever. My washer/dryer stackable has not been working since December 2017. Today is February 24, 2018 and still not working. I give up with them and better to buy a new machine than dealing with incompetent people. I give them zero stars if I can read more

Terrible service! October 23 - We had a technician scheduled to come check out our gas range. Great, fine, he came at his scheduled appointment, but he found out he needed to order parts. This is when the problem started. He said it would take a few days, a week at the most. So I waited a week before calling customer service. They said the parts had been delivered on October 27, which lead me to investigate further with UPS since I obviously did not receive any packages. They opened up a missing package case and told me that they're working together with Sears, and that I should be contacted by Sears in the next 24 hours. Of course, after 2 days I had to take matters into my own hands and call since they hadn't. That's the biggest bs you'll ever get from Sears - that they'll call you back. It was such a hassle to keep calling week after week to get them to even give me an update. November 21 - Myah gave me my order number and part # so that I could have it ready for when a technician calls me back. That, too. Since a technician had originally placed the order, it had to be the technician to put another order out. Anyway, no call. November 27 - I was told that another order had been placed. Should receive a follow up call within 2-3 days. No call. December 4 - Called back to find out no order had been placed. Spoke to Ren and Leiah. Forwarded me to the parts customer service. Gwen couldn't help me so she forwarded me to Dan. Come to find out, the only way to get a technician to even talk to me was to schedule another appointment. Way to go, Dan, for getting me one step closer to getting this settled. Scheduled the tech to come the same day. He didn't seem to be aware of the problem prior to coming. So much for having notes on my account. Anyway, he basically came to just place another order. He said he'd handle it personally. Instead of having it delivered, he would get the parts locally and come deliver it himself. If he didn't contact me within the next 2-3 days, his boss would. His instructions were to not answer anyone from the mainland and just wait for his or his boss' call. But again, no call. December 9 - Called Seas, no other choice. Spoke to Carrie and Jasper. Had to schedule another appointment for the technician to come deliver and set up the parts. December 12 - The scheduled appointment. Got a call from the technician. WOW the technician called me. But only to tell me that he wasn't coming and that he'd put in another order for it to be delivered. WTF. At this point, I've been traumatized of getting my packages misplaced or wrongfully delivered so I set up push alerts with UPS. Got a UPS delivery update a few days later. Well what do you know, he really did put an order through. Of course now every time I get an alert from UPS, I intercept it so that I can schedule a pick up instead of having it delivered. December 16 - Finally got the parts I needed, after more than a month later from the original appointment. All this time I've been going back and forth with Sears, I just wanted to get a legit update. If any other order had been placed, I wanted to make sure someone was home to receive it. But God, dealing with customer service was such a headache. So much loopholes and bs promises. I didn't even mention the wait time to get transferred from one department to another. Or that my call had been cut off off a few times, so I had to keep calling back. Or that the supervisor was no help either - waited almost half an hour for her to tell me the same "they'll call you in the next 2-3 days" bs. read more

Useless. My refrigerator is leaking water... A lot of water. I bought the refrigerator new from Sears 4 years ago, and they installed it. When I called to get an appointment for them to come fix it this time, they told me their next available appointment is more than three weeks away. The cost would be $99 for the service call, plus parts and labor. When I asked how much the labor was per hour, they told me they couldn't tell me because they don't know. What kind of place sells you a fridge and installs a cheap plastic waterline that cracks within four years, and then tells you they can't come fix it and you have to deal with the leak yourself for over three weeks? I have spent thousands with them remodeling three places over four years. But I Will never buy anything from them again. read more

This place is so terrible especially the salesman name Wendell. We call a day before to check how much it will be to deliver and haul a refrigerator and we was told $110 so when I went there and got a refrigerator I was told the same thing by Wendell. I decided to purchase a refrigerator that had some scratches and a dent so they gave me 10% off off $500 when I was paying for everything he then goes and tell me it's $60 to Rebox the refrigerator. So later when I got home we was thinking about it and realize that we're paying more for a damage refrigerator then a brand-new new one. We called the company in mainland and told them the story and was told that we should never had been charged more so my friend went back and him (Wendell) denied that he told me that hello we have the receipt. Wish I read Yelp before I came here. There's many people that would be happy to have a job right now it's sad that they have ungrateful workers there. read more

After (8) eight phone calls to Sears Home Services to get my correct refund I have yet to get a call back from them. On 3/27/17 I had a diagnostic service on my GE Washer Combo. I was quoted $458.04 to fix the problem. After determining the repairs would cost more than a NEW GE Washer I opted to just pay the diagnostic fee $93.19 and not repair Unit. So $458.04 minus diagnostic fee of $93.19 should have been a refund of $364.85. A few days later I received $228.72 refund which was short $136.13. No one at Sears Home Service can help me with this under-refund even after eight calls to the Service Center and to the Pearlridge Sears, in Honolulu, HI. I would caution you when ordering repairs through Sear Home Services. They don't have the proper departments in place to handle these types of issues. It is sad that I have been a loyal customer for 25 years plus and can't get a resolution to this simple problem. read more

My technician was very good. He helped check all my appliances - Dryer, washer, dishwasher, range and refrigerator. He gave me advice and showed me key things to up keep my appliances. My refrigerator door seal was broken. I explained to him what the problem was he explained solutions. He was able to run back to office to get part - the seal. It was so awesome! He fixed it that day and my refrigerator working great again! So happy Thank you natalie read more

Horrible is too good a word to describe Sears Home Warranty Protection. You pay in advance for the warranty, but when you call to get help, you are given a run-around so complicated and involved, transferred from one dept. to another, and are on the verge of SUICIDE by the time the day is over! I now understand why Sears went bankrupt! DO NOT BUY THIS WARRANTY SERVICE!!! DO NOT! One department doesn't know what another dept. is doing and there are no managers in the HONOLULU area; all calls are routed to the PHILIPPINES! where they seem to be trained to just get you off the line without helping at all! Their modes-operandi is to send a technician, spend half an hour dicking around, telling you that he doesn't have the part, and then you wait another few days to get another appointment. It's all B.S. This company totally sucks! And they don't care that they suck! read more

I have been using Sears Home Warranty for sometime. I want to acknowledge the technicians they send, most of whom are professional, polite, competent and very helpful. Recently, Steve repaired my Kenmoe washing machine. Not only did he repair the machine, he was a font of knowledge and information and went above and beyond in helpfulness. Thanks, Steve! Well done! read more

SEARS SUCKS! If there's a way to give them 0 stars I would. DO NOT BUY extended warranty because they don't come to service anyway. First time fridge broke it took 7 visits over 2+ months to resolve the issue. During that time fridge leaked and caused $12,000 worth of damage. AND the repairman wrecked the kitchen floor, not included in that total. It would have been cheaper for them to replace the fridge, but of course they didn't. Less than a year later, fridge dies again. Everything inside is a loss. It's been 3 WEEKS and it is not repaired. Repairman supposed to come today and NO SHOW after waiting 4 HOURS. Called 800 number and after 30 minutes, was disconnected. SEARS SUCKS! No wonder they're closing shops everywhere. Will NEVER BUY ANYTHING AT SEARS AGAIN. read more

This review is for the Sears Appliance and Mattress Store at Ala Moana Center. It is as hard to find as the store! However, once we found it, Mark Fredette immediately took over and handled a complicated process to get a new replacement for a junk Kenmore Refrigerator. He was knowledgeable, understanding, polite , all the things anyone would want in a salesperson. What we anticipated as unpleasant turned out to be very pleasant! read more

I have literally had the worst customer experience of my life with sears repair for a dish washer that broke after 6 months of purchase. Unless you are a glutton for punishment... DO NOT BUY ANYTHING FROM SEARS!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!! Dishwasher broke down late April and I still haven't gotten it fixed. Today's date is June 21. read more

I did read the reviews and still called them because I called other repair places and they didn't return my calls or didn't service shitty Kenmore brands. Lets start. Mistake #1 purchasing a new stackable washer/drayer unit from Sears. Mistake #2 calling Sears for an appointment when my 20 month old dryer stops heating up. So I call I get an appointment that is almost 2 weeks out for an 8 to 12 appt.. Day before I get a reminder email (that's nice) day of I wake up early.. I get an email at 7:30 that the tech was on his way..Great I am the first one.. Happy dance... 8am I get another email (not text) that says tech is here. I wait and wait and wait.. 8:15 I walk outside because I live in a townhouse thinking he is having a hard time.. nothing no truck in sight. I wait til 8:30 I call the service place wait on hold forever... someone from a foreign country gets on and proceeds to tell me I wasn't home that he came. I ask over and over.. to tell me what was outside my front door as I had something very unique outside the door.. In fact 3 people and a dog were home. All they kept saying was I wasn't home.. basically calling me a liar. So the person say someone will call me with in 30 minutes. I wait and wait.. 1 hour I call back wait on hold another 30 minutes same thing the person repeats that I wasn't home. Again I tell them call the driver ask what was at my front door and I will apologize that I was wrong and I missed hearing the person knock. Nope can't do that.. OH WAIT Forgot to mention they had my phone number but the service tech didn't call either.. So after yelling at the idiot on the phone that keeps calling me a liar I ask what color was my apartment and what apartment number did the guy go to because he didn't come to my door. Call goes silent. The person tells me I don't live in an apartment that I live in a house that they went to a house. WTH I guess I don't know where I live anymore.. Get that straighten out and I would say that would be proof that your guy lied and didn't come to my house.. NOPE didn't stop they still told me repeatly that I wasn't home. I am promised that someone will call me within 30 minutes.. heard that before. So I wait 2 hours call back and say my appointment was between 8 and 12 and its now 2pm and no show. Well you know how that went. I demand to talk to the supervisor was REFUSED... all they could do was reschedule me for the following week yep another week and now it was between 1 am 5 pm. However, this person on the phone tried to at least make my experience better she gave me a code for 20% off parts and service. Do not use them!! as others mention guy comes out the following week no parts with them.. I get this crazy quote and of course NO Parts. I agree to the repair because well I need my dryer fixed and I have 20% off. Guess what COUPON DOESN"T WORK.. You win I give up... calling another repair place. Save yourself DON'T BUY SEARS PRODUCTS THEY BREAK FAST AND DON"T CALL FOR SERVICE THEY CHARGE YOU AND DON"T FIX IT read more

Avoid this company. Currently having a problem with my billing on a lawnmower repair. Called their main office (somewhere outside the US) and was transferred, put on hold and then disconnected on 3 separate calls. Called a 4th time and finally got through. The call center gave me another 1-800- number to call. I called that number and found out their billing office number was disconnected. I called for a 5th time and spoke to another person and she apologized for the disconnected financial number (and confirmed it has been disconnected) and she gave me an email address to write about my billing error. She informed me that is the only way to get in touch with their financial office. I then wrote 2 emails and both got rejected. I later found out that the email address has also been shut down. I called a 6th time (I know I sound pathetic for being so stupid thinking someone could help me at this point) and another lady said that the financial/billing office will get back to me and then apologized. She took my email and phone number. Now 3 days later, no call or email. It is so sad to see Sears to be diminished to this absolutely horrible bankrupt company. I used to do all my car repairs and appliance purchases from them. Avoid them at all costs. If they double bill you and your credit card company is not helpful, you will be out of luck in trying to resolve any billing issues. read more

I bought several appliances from Sears last year. There have been many issues with the new refrigerator. There have been constant problems with it keeping food cold. The refrigerator had a one-year warranty but we purchased the additional Sears master protection agreement. Although it sounds like a good deal, it's very challenging to schedule a repair on your appliance and the wait time is often several weeks. This was a problem especially for my refrigerator. After waiting two weeks finally a repair man came out and reset my refrigerator. It then worked for a few weeks after which it started having issues with the cooling again. We called to schedule another appointment with Sears and again had to wait several weeks. In the meantime I had to throw all my food out of the refrigerator and freezer. I defrosted it completely on my own and restarted it myself. A few weeks after that the ice maker stopped working. I called made another appointment in which they finally came out and changed the motor. Literally two weeks after that it started having an issue with cooling again and the refrigerator completely shut down again! They then informed me that they would not be able to come out and service my refrigerator for 17 days due to the holidays and lack of enough repairmen. Really??!! They were supposed to show up on December 12 between 1 PM and 5 PM, however no one showed up! When we called to find out what happened, we were given some lame excuse and they reschedule a new appointment to December 28. No one even apologized! They acted like it was our fault! Assuming that they actually show up on December 28, I would've had no working refrigerator for over one month. Sears has the worst customer service ever. Would never recommend them!! ZERO STARS! read more

If you could actually get some for service in a timely manner it would be a miracle. Poor customer service. Surprised since Sears had always been so reliable for purchasing and maintaining their appliances, trying to get my dryer serviced with them was a major frustration. At the risk of sounding old, Sears is not what it used to be. read more

UPDATE NOVEMBER 2016: I was miserably wrong to give them such a good review. Sears was here for the 4th time to fix the EXACT SAME PROBLEM and they need to come back AGAIN. The technicians keep defrosting my freezer which keeps making glaciers but only a gasket has been replaced thus far. When I called a week ago, the call center manager told me two parts would be delivered and would be replaced during my appointment. I called back the morning before the repair to tell them the parts didn't arrive. This different call center manager insisted no parts were ordered, even though I had emails saying the parts were shipped. She said a technician would have to come again (even w/o parts) to determine the problem. Uhhh, the techs already came 3 times before for the same issue. I asked to speak with the department I had spoken to earlier that promised parts would be replaced during this visit, but she said she I couldn't speak to anyone else. So... for the 4th time...a tech came back and defrosted my freezer AGAIN...and again said it should be fixed. At least he ordered parts and someone will be coming a 5th time. BTW, the technicians no longer take weekend appointments, so it has to be 8-12 or 1-5 ON A WEEKDAY. I need to find another place to buy my appliances from. ORIGINAL REVIEW: I was truly impressed by the service provided. Calling for an appointment was extremely quick and easy: no long hold time and it was fast to get an appointment date. The only difficult part is the large 4-hour window that you need to commit to. Sears immediately sends an email confirming the appointment with a link to be able to reschedule online, if necessary, which I did. On the day before and the day of the service, you are emailed with a reminder. You then receive a call from the technician the day of the service with an estimated time of arrival. On top of that, if you sign up for text alerts, you also are informed through a text message. The technician arrived on time and was very polite and knowledgeable. The repair was done quickly and effectively. Sears has always provided good servicing for my appliances, and they continue to improve their services. I will definitely be purchasing the extended warranty again. read more

Absolutely HORRIBLE. What happened to the Sears that was known for service? Three visits over 6 weeks and still not repaired. The problem? Broken Kenmore Elite fridge - replacing a cracked condenser drip pan and broken ice maker. The damage? Water damage to floor, collapsed ceiling under the kitchen; repair to cost thousands of $$. I requested a new repairman after the 2nd visit, because that guy had such a bad attitude and was so sloppy in his work. They sent the same repairman the 3rd time who over 4 hrs lied and/or tried to conceal what he was/wasn't doing multiple times. He broke the new plastic drain pan he came to replace and was going to leave it in place and silicone the two pieces together. And he was going to leave part of the old broken pan in there because he "couldn't get it out". If I wasn't checking on him and calling him on his shoddy repair, he would've left everything in there without my ever knowing it. After 3.5 hrs, he needed to call in the supervisor to help him with the repair who finished it in 30 minutes. Then he wanted ME or someone at my house to help him push back the fridge! Oh, yeah, he forgot to plug in the fridge; I had to remind him. He was going to leave his mess all over the floor and I had to instruct him to clean up after himself - with MY cleaning supplies, because he didn't have any. During the entire process, he gouged my flooring (new damage) and dinged the fridge door. This guy should find a new profession that does not involve customer service or contact. IF I COULD GIVE NEGATIVE POINTS I WOULD. NEVER GO SEARS AGAIN! read more

bad,super bad.not knoing the issue.miss diagnosed.estimated $900.00 to repair and assure me the fan was broken, but nothing was broken an and they wanted to charge more.shame on the sears service.contacted customer service.they connect you to India ,and no you do not understand what they say.very very dishonest corporation read more

I feel for the technicians that have to show up and take heat from the customer because the customer svc / call center doesn't listen to the customer in the first place! I told the call center rep what type of appliance I had (make and model), and that I performed the trouble shooting and gave him what the issue was. The technician showed up with NONE of the needed parts and wanted to charge me $90 just to trouble shoot; this after having to take leave from work! If the reps would listen to the customers and communicate to the techs, the techs would be better prepared and Sears would probably have more business. read more

This guy from sears came out to look over my washer. As soon as walked into my garage. He had an attitude problem. He gave me that funny glare look, like I'm stupid. Then he kicked away my water bottles (it was blocking the washer), banged on my washer onto the dryer. He was a total jerk with attitude. Then i asked him "why are you so angry? And why such a disrespect? I asked him to leave. I do not need someone representing a company "Sears" to treat me this way, when he was here to fix my washer with warranty. I have him on the video with entire conversations. But I wonder if customer service representatives will do anything. Sears are going out of business for a reason, and people that works for them knows, no one cares about their customers. He even said " go ahead complain". And walked off. Never ever ever buy from Sears. Goto Costco. And Amazon. I tried to give this sears a chance. So sad... read more

Our LG refrigerator went completely out in a matter of 2 days. We contacted Sears Home Appliance Repair hoping to get some assistance to have it repaired. Contacting Sears was the worst mistake we made. They sent out a repair technician (Vince) who was both rude and only concerned about his diagnostic fee for which he didn't even properly complete, but still charged us. He wouldn't give a quote for the part or repair and boldly told us "he wasn't going to touch it." We had a warranty on the refrigerator and he knew it, but still decided to charge us for the diagnostic test when it wasn't necessary. This is a representative for Sears and it makes all the sense as to why many of the Sears stores closed down. It's because of shady business practices like this. However, there is a federal consumer protection agency especially for companies like this. Word of caution...don't waste your time or money with this company! read more

Giving one star only because I can't give a zero. Scheduled a diagnostic appointment I am asked to invoice me. They said OK. My tenant opened The door for the technician to come in; the technician demand of the payment at the time $99, and did not leave any diagnostic report. I cannot talk to the technician because Sears does not give me the contact and does not ask them to call me. I've called five times asking for the diagnostic report that they refused to give it to me and they keep insisting that I can only talk tomorrow Nigeria technician at the time of the repair. so they are stealing $99 forcing me to do the repair with them without telling me what is wrong! RUN from this company! It is dishonest and I'm if they don't provide me the report by tomorrow I'm going to do a police report for stealing. Charged without providing the diagnostic! read more

I would give 0 star if I could. My $3000 dollar fridge -ice maker stopped making ice and I purchased a $600+ warranty. The first 3 techs were nice but the forth tech ( yep 4x still not fixed) Charles m was almost laughable except this is the 4th time I've had to be home. He told me to keep fridge closed and don't put hot foods in fridge because that could affect ice maker. Really????who does that. Then he accused me of faking a problem to get a new fridge. We got in shouting match. Me mostly yelling at him because he talked to me like a child and disrespected me in my home. Sears has reached a real low to have this guy representing Sears. I've always bought appliances from Sears and bought the warranty. I even sold fridges for Sears and devoted 8 years of my life working for the company. I use to defend the techs when customers complained about them . Now I get it. When I finally need to use my warranty they act like it's a problem. I tried 1800 number it's a joke and takes forever. I chat with tech online too. I just want my ice maker to produce ice that's it. I would appreciate an apology, and get the problem fixed . Unfortunately I had to take off for 5th time now. They ordered parts but tech sarcastically made comments about ordering parts he thinks aren't needed. Are you kidding me?????? This is the holidays I don't have time for this. I want to have ice for my guests for thanksgiving. Now I had to purchase a table ice maker . Sears should reimburse for that too. People should really think about buying sears warranty. They shove it done your throat and make it hard to get it fixed . Plus you have to put up with techs with attitude. read more

Probably the worst customer service I have ever experienced. We have a maintenance and repair agreement with Sears. My scheduled appointment was the 4 hour time frame between 1pm and 5pm. I make arrangements with my work a week prior to use my precious leave time to meet the technician. I had also received 2 separate automated phone calls reminding me of the time. On the day of the appointment, I receive a call at work from the technician at 10:30am saying he is at my house waiting to get in. I tell him that my scheduled time is between 1pm and 5pm and that I cannot leave work any earlier and need to keep the scheduled time. He tells me he has me scheduled for 10am to 12pm, but will see what he can do. I tell him I never received any notice the service time changed. At 1pm I send a text message to the technician and let him know I am home and waiting for his arrival. I get no response from him. At 4 pm I start calling the service center (apparently they are located in the Philippines) and they tell me they are sending dispatch messages for the technician to call me, but I never received a call. I cannot take more time off of work and I explain that to the call center supervisor when I called to follow up. I asked if we do reschedule, can we narrow the time to the two hours perhaps between 3pm and 5pm so I do not have to take time off of work. Merical, the call center supervisor told me that they cannot accomodate me and can only offer to reschedule with another 4 hour block. It is sad and in my opinion terrible customer service to not even try to make it right with me even when the mistake was clearly theirs. read more

Had a great experience with my salesman I thought. But when I tried to call back no one would answer a phone call. It would ring and then disconnect . Just spent almost $6k on appliances and I'm ready to call and cancel the whole thing. Lowe's WILL answer a phone call. What is the problem? Sears Pearlridge, you haven't a clue who you're messing with. BBB and then Action Line on our local tv station will make you very sorry for your lack of customer support. read more

We love our fridge but we called repair it's so horrible they can't fix it we schedule like 6x and we had all the parts on time but I don't know it took 2 months to fix . I regret going sears so bad customer service. And now they came fix it but the ice machine don't work and it's not cold the madness is killing me and my parents are really piss off read more

My in-laws purchased a new refrigerator on 5/23 for my family's visit. We arrived on 7/31 and since then milk has curdled twice and food has gone bad. When we contacted Sears, they said the earliest they could get here to fix it is 6/13. This is unacceptable since we are having to purchase groceries on a daily basis in order to make sure the food is safe to eat for all. Ages in the house range from 15 months-91. Also my-laws have been long time costumers of Sears. read more

Very Bad Service and Technician came after the 4 hour window and spent less than 5 minutes. Problem NOT fixed after 3 times. No wonder why Sears is not number one and has the problems that they have these years!! read more

I would give a zero if it were possible. Our refrigerator needed servicing so my husband called to schedule an appointment. The woman first told him they could send someone out that day between 1-5 pm. After that, she asked my husband if he wanted to purchase a warranty service package that costs forty something dollars each month. My husband declined several times and asked to schedule the appointment. Suddenly there were no openings for that day. When my husband accused her of running some type of scam, she suddenly said there was a bad connection and she hung up on him. My husband called back another number (same place) and asked to speak with a supervisor. He got nowhere with this guy either. Bottom line it seems, they are trying to sell you their warranty service package; if you don't buy it, good luck with getting an appointment read more

The worst customer service ever! My dishwasher has been broken for over 6 weeks now. They send a guy out, takes one week. He orders parts. Takes 2 more weeks. Wrong parts, still doesn't work. Wait 2 weeks for new parts. Still doesn't work! No wonder Sears is going broke! read more