I should have read the reviews before trying these guys. Called for washer repair and had to wait a week. That's long, but okay. Diagnosis appt I explained all the issues to tech. He said it needed a new part that with parts and labor was ~$410 total. So expensive so I went back and forth but he said it would fix the problem and get us another five years. We did it even though we had to wait three more weeks for a follow up- part has to come and they couldn't schedule sooner. He came today and "fixed" it. Told me it works great. Just went to start my months worth of laundry and it doesn't work at all . Called back and first they told me three weeks for an appt, then followed up and said 9 days. At this point I'm wondering if it will even be fixed then and losing confidence in their ability to accurately diagnosis and fix an issue. At this point thinking we should have gone elsewhere or just bought a new one as six weeks and $415 to still have a broken washer is ridiculous. read more

After 9 weeks and 5 "no show" services, Multiple online chats and phone calls- every single one that included no less than 20 min wait, my repair was never ever completed. I took 5 days off work for services that never showed. I asked and was informed multiple times that my situation would be escalated. After never being able to receive service or get ahold of any more senior member I ended up buying a new dishwasher even though I was still covered under Sears Warranty that I had paid for 5 years of. I was told my warranty service could not be refunded. This is the worst service I have ever received for any circumstance ever. I would give negative stars it that was possible. I can provide multiple chat transcripts and confirmation of service emails and texts (that were never fulfilled). read more

I have now had the technicians here "5" times.... this morning, still does not work!!!! I am now referring to a friend to call and see what he can do because I will only yell! No refrigerator since the end of March, it is now the 12th of June!!! One star for this service is way way too much ....this is just plain bull! I even received an email last time I updated this review asking more info in my case, address, phone# etc. I responded to them immediately and to this day, a month later, they have never gotten back to me!!! REALLY. Started this process with Sears 4 MONTHS ago.... still no working fridge. Last appt 2 weeks ago didn't even bother to call. Now today July 23rd they were supposed to be here between 8am and 12pm. No call no word from them... it is now 1:07.... REALLY SEARS do t treat your customers like they are the problem!!!! Fix our appliances! The day ended today with no repair man showing. I called at 1:10pm and they said he was running late. They knew I was waiting yet the tech canceled my appt when I missed a call for taking a bathroom break from my phone and hour and a half after I had called. I have scheduled a dependable tech to come install my warranty parts because I will not wait another 2 1/2 weeks just so they can not show up. I will have to pay installation out if pocket. So not right! read more

To be fair, I have had two good experiences with Sears Appliance Repair. However, I am writing this review out of frustration. The rubber boot on my frontloading washing machine got torn and the washer leaked water everywhere. The date they offered didn't work for me so I booked another week out and took the day off work (8am-12pm service window). At 9:30am I got a text message that the service was cancelled and would have to be rescheduled. I phoned. They could not explain the reason for the cancellation and offered no recovery (discount, priority schedule, etc). I know that the people who answer the phone have no control over this but it was definitely a non-sympathetic response. Like other reviewers, I also was placed on hold for an inordinate time and told my story to 4 different people. The customer service is just plain lousy. I have rescheduled with a different company I found here on Yelp. So far, a good review is imminent for them. read more

Set up an appointment online without a glitch days before the appointment. Given a window from 1-5 PM. Heard absolutely nothing until 5 PM. Repairman left a voicemail, said he'll be there next (at 6 PM, well beyond the scheduled 5PM window). He NEVER SHOWED up... NO call, text, voice mail, apo... nada! Received an ELECTRONIC VOICE mail this morning stating the next available appointment time is available tomorrow morning. Seriously?! A paste and copy customer service response? What a joke. Community, look elsewhere for genuine service. read more

I will never do business with sears again. They sold me a defective Kenmore fridge and I shave spent two years trying to get them to fix it. I have paid sears technicians to come out and diagnose it and then just not show up to the appointment they made with me to come back and do the repair. And sears refused to refund me the money I've spent on tech fees. So I bought a brand new Kenmore that didn't work from day one and have spent a lot of time and money trying to get it fixed and it's still not fixed. read more

DO NOT USE SEARS EVER. For anything. Garbage company, I've been without a fridge for over a month, I've had 3 technicians out, taken multiple days off work, but still no working fridge, without my consent they brought out someone who was training last time and the men took over 6hrs when it was suppose to be a 2hr project he started a freakin FIRE in my home AND it still isn't fixed. I can't stress this enough don't buy from this company. read more

We have a Sears Home Warranty on our refrigerator. It quit working, on Dec. 23. Sears sent a repair person out, on December 24th. He said that it needed a new compressor, and would be back Monday to put it in. He did not call Monday, so we called him. He said the part wasn't in yet. We called back Wednesday. He said that the part wasn't in yet. We called Thursday, and he said that the part was in, but he didn't have time to put it in. Now he won't answer his calls, and we have a dead refrigerator. He refuses to schedule a time to repair it. We have called Sears Home Repair, and they said that he would call us, to schedule a time. He hasn't. We have been without a refrigerator since Dec. 23, 2021. There are no plans to repair it. What can we do? read more

Scheduled an appoint for 10-2pm...tech showed up at 615pm, looked at washer for 2 mins, drained the water with a pump, and left. No diagnosis. no quote for repair and solved nothing. Can't believe I paid 109 bucks for it. read more

Sears Home Services has all but refused to fix, replace or refund our refrigerator that has had major issues since March (more than 7 months ago). They continuously lie to us, promising over and over that this time they will really call us back, or telling us that a technician will come, but no one calls, and no one shows up at the scheduled appointment window (or ever). We have wasted many hours on the phone trying to get help, and missed work and activities to be home for a tech that never showed up. Our refrigerator, which is still under a purchased extended warranty, quit working (no cooling whatsoever) on March 10th. It was 3 weeks between calling Sears and having a technician come to look at it. They then ordered parts, which arrived within a few days; however, no one came to install the parts for another 3 weeks. The tech was able to get it working on April 26th, but warned that there may be other related issues that would show up in the future. Indeed they did. In August, we noticed that food/drinks were not feeling very cold inside the refrigerator, so we bought some thermometers and placed them in the fridge and freezer compartments. We discovered that though the settings said they should be 33° and 0° respectively, they were actually closer to 50° and 10°. So the fridge was not keeping food cold enough to be out of what is considered "the danger zone" for potentially harmful bacteria to grow. This time Sears sent a 3rd party contractor out, who came within a few days. He looked at it for a few minutes and then informed us that it was working now, but said he would call back in a few days to make sure it was still working. It was not, but he never called. We called him, but he said that since an actual Sears tech had replaced the parts in April, we needed to have a Sears Tech again, not him. Since this time, Sears has been completely unwilling to give us the service we paid for. Twice they have claimed that a tech was coming but no-one showed up. We believe they keep trying to send the 3rd party contractor, but he has flat out told us he will not come, and says he has told Sears the same thing. We have told Sears this, and asked them to send a Sears tech out. Every time they speak as if they are very apologetic and promise they will help us, but they never follow through. The people we are able reach don't seem to have any power to do anything themselves, but have promised multiple times that someone else from Sears (their supervisor, another department, etc.) will call us the in next 24 - 48 hours, but they have never called us. Please do yourself a favor and never give Sears Home Services / Sears Appliance Repair your business. read more

Terrible service, took them 3 months and they came 3 times to repair my washer and did not succeed. In addition, I was charged $341 for these not rendered services. read more

Let me start with what I liked about Sears. The sales associate Desiree that originally sold us our windows. She is awesome and she cares! Now to the bad. COMMUNICATION is key to a good service. Sears has no communication with it's customers during the entire process. If the contractor can't come out, they wont tell you. You will make time out of your day for nobody to show up and no reason why. Then you call them, hoping you have the number to a real person, you don't. They'll call you back a few DAYS later with an excuse. This cat and mouse game will go on for MONTHS. It took 6 months to get my windows installed! That's 2 windows (their minimum installation package, I only NEEDED one fixed because it was shattered in my sons room, but they couldn't be bothered to put a rush on the project. Even though they told me they did (a lie). Once they put the windows up, they looked like trash. I am talking, the seal sticking straight out of the wall and caulking all over the house paint. Trash left in my gutters. Prior to this I ordered an HVAC unit from Sears Home Improvement, and it took almost as long to install that (I should've known better). Long story short, use someone else. Their service is the worst. They'll try to get your business by telling you stories about contractors putting liens on houses and such, TAKE THE CHANCE AND USE SOMEONE ELSE! Or, get them to give you a hard completion date (which they wont do). Because otherwise you'll be paying them right away for something they may never get to, especially if you open a line of credit through them. read more

Our experience with Sears Appliance Repair was a fruitless exercise in frustration. We had been counting down the days to have this outfit come out to repair our appliance. On the day of the scheduled repair, after waiting two and a half hours for the technician to arrive, we received a call stating he was sick and wouldn't be coming. A new appointment was made. Two days before our second scheduled appointment, we called to touch base on the upcoming service call. We were told no appointment was scheduled. What? Seriously? How can this be? At the end of the call we were also asked if we wanted to schedule an appointment. We passed. Doing without a major appliance for weeks is annoying enough. No need to add to the frustration by taking time out of a day and waiting/wondering if anyone's going to show up. From my experience, a one star rating is one star too many for this outfit. read more

What joke! No wonder Sears is going out of business! $89 diagnostic fee to be told I need a $129 fuse! Yes, a $129 for a fuse, I found fuse online for $7!!! Plus they wanted over $250 extra for labor. We're talking close to $500 for a $6 fuse. If you've ever purchased any appliance from Sears, don't waste your time calling them for service. Shame, shame in you Sears! read more

No stars for you! Don't shop here ever! The repair man has been coming to our house for the last 2 months & most of the time he wouldn't show up for appointments. Wasting my entire day or DAYS waiting on him. He has been unsuccessful in fixing the washing machine several times. He said we can get a voucher for the laundry mat but when we call for a voucher the guy said our phone number doesn't match his records so we can't have one. I've spent $hundreds$ on the laundry mat when I could of just bought a new machine. Don't be fooled by their guarantee. They also said that they would buy us a new machine if they can't fix it. 2 months later, it's not fixed & no new machine. Sears is a fraud. Spend your money elsewhere. You have been warned! read more

Terrible service. Not only was I charged over $300 labor for a part that cost $80, the service tech left after I explained to him that the burner on the stove was not working properly still. He says no, it's working and left. I call back and have to wait another month before someone can come back out! Never again. read more

I made an appointment for an appliance repairman to fix my kitchenAid refrigerator. I had to wait about a week before he could come out. This morning, 4-23-2020, he took one look at my frig and said we don't work on these.. He didn't even open the frig door or anything. He says they will do warranty work but that is all they will do. When I made the appointment I gave them the model and serial number of my frig and a brief description of the problem. I was disappointed. This experience is contrary to all my other experiences with Sears. Mike read more

Twice in the past month we have schedules Sears home Services to come out for different issues The first time, they did not come within the 4 hour window, and I did not receive a call for 2 more hours. That call was to cancel my appointment for the day, as they had overbooked. Assuming that was a fluke, we rescheduled. This time, they were still late, but came. Today ( a month later) we had another appointment. They did not show nor call withing the 4 hour allotted time slot. When I called them, they said the original tech couldn't make it, but they were trying to send someone else out. I cancelled the service request and called elsewhere. If overbooking and not showing is their idea of customer service, I will gladly take my business elsewhere. read more

Prior to my 90 day guarantee- no problem getting a technician- after three weeks and waiting for parts - dryer still not heating and claims no technicians available read more

Never showed up. Worked my entire week around this four hour window. Sat four hours at home on a beautiful day. They never came. No real apology. Like speaking to a robot on the phone. Next available window is weeks away. read more

sears appliance repair have been out to my house to fix my fridge 6 times for the same problem, AND STILL NOT FIXED AS OF 1-8-20. If they were in the medical field their customers would be DEAD!!! This has been going on since about Oct. 2019. The sears system is poo, the repairmen are not that good, and when u try to call to reach a REAL person u can't. so good luck using them, very sorry if u have and now u find yourself in the same sinking ship as myself and others. read more

Sent me the same parts twice. Rescheduled my appointment to another time without my permission or requesting my permission. Can't speak with a native English speaker when language barrier was an issue. Technician was creepy to my Tenants Sears has no sense of urgency when they make a mistake. Technician could not find the parts shipped even though the Tenant offered them to him. Sears was not interested in making things right Don't waste your time or money. find a recommended local vendor to do your repairs read more

As a follow up: I don't want any assistance from Sears. I have moved on and quite happy that Sears is in trouble. As I stated before... Never one single Sears item again on my list. Look at your reviews, it tells the whole story. And besides, what do you think that you can do 10 years after the fact? Fortunately now, we can leave bad feedback reviews to warn others. 10 years ago you didn't care a bit - only wanted more $$$ to renew a worthless and bad appliance insurance policy - and said "goodby" to me when I declined. Now, you want to help!? i think not. Now, live with another bad review because I won't waste my time. Good riddance and we will leave it there! I wish I had saved pictures of the machine and what it did to my laundry room and the bedroom downstairs when the water rushed into the ceiling and destroyed the room. It was a disaster... a complete and utter DISASTER ! ! ! read more

I have a 5 year appliance warranty. Sears sent out a 3rd party repair man . He so far has fixed the problem the second try ( had to come back again). The problem is the first and second time I asked him to put protective booties on to fix my dryer on the second floor, which has expensive light color wool carpet . This did not seem to be protocol for him . He ended up not tarping the work area and put greased up and dirty parts directly on my previously pristine carpet ! I am so upset . He made grease spots on multiple areas in a very visible area. I called Sears immediately after he left when I noticed . They ended up calling him without asking me if that's what I would want and he shows up an hour later with a scrub brush, a shop vac and some carpet spray cleaner . This is top quality wool carpet that needs to be cleaned as per manufacturer specifications. Can't be cleaned by some guy who created the problem in the first place . Plus he was upset with me that I didn't call him direct even though Sears sent him. I didn't hire him. I call back Sears and they were rude and said I have to call some 3rd party insurance called Sedgwick . I did this and was told I would get a call from an agent assigned to my claim in 1-2 days. So far it has been 9 days . I called 4 times and yet have had no help plus no follow up from Sears . Uggghhhh read more

Wish there was a 0-star option! Bar none, the absolute worst customer service experience I have ever had in my life. Bought a Kenmore Elite refrigerator from Sears in February 2016. Broke in July 2017 (out of warranty, of course!). Spent $400 to fix it. Same thing breaks in October 2017, and because it's 7 days outside the 90-day repair warranty, there's nothing they can do. For a large company--granted, one that's (deservedly) on the brink of bankruptcy--to say that there is nothing they can do in the customer service arena is unacceptable. Repair tech comes out on Monday, diagnoses the issue, and schedules the repair for Friday (today). Get a call Thursday that they need to reschedule the appointment BECAUSE THEY OVERBOOKED and that the next available is NOVEMBER 17. So we're now going to be 3 weeks without a working fridge?? Calling customer service is a total waste of time--you just end up getting an overseas call center where nobody is empowered to do anything to make things right. It's incredible that a company is willing to create these extremely negative customer service experiences nowadays. Not only will I never spend another cent at Sears, but I will happily tell everyone I know to stay away as well. read more

This company let me and my babies sit in a house for7 days. they told me they was coming to fix my AC unit on June 1, 2021,no one showed up or called. So I called them and asked why they did not keep their appointment and they set me another one for June 2, 2021. They never showed up or called again well i called again and they set me another appointment for June 3, 2021 i call again and they hung the phone up on me. so later that day on the 3rd at the very end of the day some came out but they had the wrong parts so now me and my babies still have no air. I'm done i changed company today. read more

I scheduled a repair of a dryer with Sears. My scheduled time for the technician to show up came and went so I called the 888 number. They then said the tech was running late. The technician called me an hour after my appointment saying he couldn't make it and could reschedule me for two days later. On the day of my appointment I get a text that my appointment is two more days out. When I call they just apologize and say there isn't anything they can do. Even after I tell them their technician rescheduled the appointment, they say sorry that was a mistake on his part. I would say this will be the last time I will use Sears. read more

If I could give them 0 stars I would. Same story as everyone else. Scheduled them to come look at our washer and dryer. Was scheduled between 1 and 5. 5 rolls around and no one shows up. I called them at 5:30 and they told me the technician was on his way and would call me to tell me what time he would be here. I did not receive a call. I called again at 6:45 and was told my appointment has been rescheduled for Tuesday. No one told me it was rescheduled and I would not have known had I not called them. I told the rep that i already called at 530 and was told the technician was on his way. The rep then says oh yes I see that here someone from the specialty team will call you within the hour. Still no call. Needless to say I can't take another day off work for this garbage company. Do not waste your time. read more

First, let me begin by stating, my Husband worked in sales at Sears over 10yrs....this is NOT the way they used to be, since stores are closing! I, too, would give 0 if I could...0 is for ZERO service! Well, the guy showed up, I guess he assessed the issue with our fridge, told us he would have to order a part, scheduled a revisit, and asked for the callout fee, now $113.97. I paid with my c.c., but he claimed it didn't go thru, asked me to pay by check...which, as he was converting that check to an ACH...IT didn't go thru, either! He said he had to go, but would try to charge it when he 'got home'...he left...with our CC #...AND a check! I put a stop pymt on the check, froze the CC, and called him, 3 times, no response! Sears called us to reschedule, I advised that the tech had made an appt to return, but it was cancelled. Sears set another appt, I recd a text msg that morning, at 7:55, that tech was on his way. I had specified this tech was not welcome here...we waited, till noon, called dispatch..at which point, I was told, the tech had shown up at 8, but noone was home! WE WERE BOTH HOME! DRINKING COFFEE!! WAITING FOR THIS GUY TO SHOW UP!! I made it clear to the supervisor, we never want this man to darken our doorstep again, we were NOT paying for the service fee...and, if, somehow, our CC managed to have unauthorized charges, I would be calling our attorney immediately! Anyone who wants from Sears is welcome to reach out to me, except that TECH! NO show, no results, possible theft, a supervisor following a script, only to tell me 3 times she would reschedule my appt...and a lying, possibly thieving tech. BTW...this guy NEVER showed me ANY ID, nor did he write up a work order!! read more

This repair was a big-time faill! My washing machine was out of commission for nearly 2 weeks. they shipped the wrong parts and the correct parts came in, the techs that installed them, reversed the hoses and my clothes came out smoking hot. 2 weeks is too long to be without a washing machine and then to have them come out and reverse the houses without offering to come back to change them back is unacceptable Sears used to have such great service. It's sad to see it deteriorate over the years. read more

Let me start off by saying if I could give "0" stars that is what I would give. I had no choice in the vendor for my home warranty claim as I recently bought my house and the claim went straight through the warranty department. Well the warranty department sent out Sears, the first technician that came out was extremely nice, knowledgeable and kept me in the loop as to what was going on. He didn't have the part available at the time, it had to be ordered. He placed the call to the warranty department and ordered the needed part, scheduled the appointment and notified me that they would come back out for installation. Appointment was set of 7/31/19 between 8-12, at 11:40 I received a call from the technician (not the same technician that was previously out) who informed me that he still had two service calls before me and that he might be here around 2pm and he wasn't sure why Sears would schedule my appointment between 8-12 when his first appointment of the day was an hour away. I called Customer Service and this is where the run around happened, first person I spoke with said oh well he will be there between 12:30 and 1:30, you were the third call on his list, well if that was the case then the technician didn't start working until he called me at 11:40 seeing that he told me he still has 2 calls ahead of me. Well 1:30 came and went, called service center back at 1:35 the person I spoke with said that technician will be there on 10 minutes. 10 minutes came and went called back the person that I spoke with this time stated that the technician would be there shortly this was 1:55 asked to speak to supervisor and the associate flat out refused, I asked multiple times to speak to a manager and the associate refused every single time stating that the manager can't tell me anything that she hasn't already told me, mind you the call center is in Mexico, so I just hung up. What company supports an associate telling a customer that the manager is not going to help you more then they have already. At 2:18 I received a call from the technician stating he was on his way and that he had no idea why customer service would keep giving me a time frame when they do not know what is going on. Informed him that I had to leave soon to get my kids and that was why I scheduled my appointment from 8-12, he shows up and says that it is going to take at least an 30 minutes for him to replace the broke part, but he could come back or reschedule my visit, well I couldn't reschedule due to pre planned events so had to make other arrangements to get my kids later. The best part about this was the technician stated that in the morning they get their first job, apparently there is no planning on the scheduling side as to mapping out the calls because after he does his first call he then gets 2-3 of his next calls and then by 3pm, 4pm at the latest he gets the rest of his schedule. Having worked in the field before having your full schedule at the start of the day and time first think helps You plan your day out. So, Sears is just giving calls in general areas and not paying attention to time windows that were prescheduled. While the technician was working I asked him how many calls he had before me, he informed me that I was his 5th call today, well I guess I caught that customer service representative in a lie. Sears although you have been failing as a company for awhile, and I see why, maybe you should try to fix your technician scheduling system and actually arrive at peoples house during preschedule times. Also, if a customer asks to speak to a manager there should be a manager available to speak with and the customer should not be refused the ability to speak with a manager. Lastly, your technician should not be answering personal calls while inside of a customers house, I understand emergencies but this was not an emergency. read more

We have the whole home large appliance warranty. When our washer went out, we contacted Sears service and got an appointment 2 weeks out for our clothes washer. We were scheduled for June 11 between the hours of 1PM to 5PM. I took a half day off of work and waited. At 4:57PM I got a text saying that they were not going to make it and that I was scheduled for two more weeks out on the 27th! Contacted Sears, emailed and even live chawed with them. Promise after was not kept. They are the worst service providers. Run away and find a local person. They do not care about the individual and they do not return phone calls or emails. read more

Imagine buying a Kenmore Elite/LG refrigerator for the combined debt of a small country. Imagine having the refrigerator suddenly stop working two years later. Imagine calling Sears for service and being told that someone will be by to look at it in three and a half weeks. Imagine spending 3-4 hours over a week to point out that a fridge keeps food from spoiling and three weeks is an unreasonable time to wait. Imagine being hung up on and disconnected from chat 6 different times. Imagine having bought a fridge that absolutely nobody will repair. Then take your business elsewhere forever. From all perspectives (money, management, morals), Sears is bankrupt. read more

hahahahahahhahahha....what a joke. calling this number will only raised my blood pressure. Hanging up was a relief and getting another local repair shop to help me was a blessing. read more

Our initial meeting with the sales rep was in March. They brought out the wrong sized sliding doors in May. July 5th they finished the final install. If you are looking for slow service, poor communicators or aparent apathy Sears is the place to go. read more

Sears wasted my time and took up my entire morning. My refrigerator is not working right. I called them even though they are going out of business. I was told I would be placed on priority and get service either today or tomorrow. I was told I would get an email confirmation where I could track the service order. I was told the order date would say next Tuesday but not to worry it would be sooner. I had to spell my name several times and clarify my phone number (not my husband's) was the one to contact. My husband got a text message confirming next Tuesday. I called back and was told they were sorry they clarified my email again, and I never received it. Long story short, it took five phone calls, I asked to speak to a supervisor twice and was given a number that does not allow me to speak to a supervisor. It just circled me back to customer service, where I was read a script. The last two customer reps said the order was set for Tuesday. I tried to explain that day was too late and that the first rep told me it would be sooner but they said that was the soonest they could get to me. I cancelled the order. I feel bad this company is going out of business but sadly see why. The communication is awful. If I can't even get clear phone, email, and text communication I certainly don't expect good work. I am going to a local business now. read more

I wish there were negative numbers for Sears customer service. The technician was competent but the rest of the Sears repair organization wins the prize for the most miserable customer service experience ever. The call center people are useless. They are quick to apologize but are not empowered to offer any solutions. The supervisors are no better. And you can't count on anything they tell you because the next time you call you'll get a different story. Sears even closed my case and said the repair was done when the part is still on back order and my washer is still broken. I purchased a warranty for a Samsung washer. It took at least 10 days-2 weeks to get a repair appointment, and then Sears rescheduled it. The technician finally came, said the main board needed replacement, the part would be mailed to me and we scheduled a return appointment. Then the robo calls and emails come in asking me to reschedule. Every time I rescheduled I wasted another hour on the call centers and I got pushed back a few more days, The day before my appointment I called Sears because the part hasn't arrived. An hour on the phone to the Manilla call center and I found out that the part is on backorder. They won't even schedule a new appointment because I don't have the part, which means that even once the part arrives, I have wait the usual week or two to get an appointment. Another hour on the phone -- on hold, getting cut off and I reach the claims rep who tells me that if the part is backordered for 21 days I can file for a $500 credit towards the replacement washer per the service agreement. And he offered me a $50 check ( which has not yet arrived) or $125 in a Sears gift card for my troubles and the fact that it's more than a month with no working washer. After 21 days, still no part. I call the claims department and they say my case is closed...meaning Sears thinks my still-busted washer is fixed. I ask for the $500 credit toward a new machine and I'm told that there's no such provision in the agreement. As long as the part is back ordered I can't file a claim. The part must be "no longer available." How long do I have wait on the back ordered part before I can file a claim for a new washer? They won't say. Why is my case closed? They don't know and it will take days to find out. And by the way, they said that the $125 gift card isn't a real thing..the claims rep gave me wrong information. This company is a complete mess. Sears forgot that customers matter. Sears is happy to take our money, sell useless agreements and waste our time. Stay way from Sears read more

The worst ever customer service. My fridge is dead for over two months now and they didn't fix it and they won't fix it. Their techs don't know what they're doing. read more

Sears is no longer a great company. I recently had to have the computer in my not even two years old dishwasher replaced. I initially used the online chat/ help feature to try to diagnose the problem. I had an error code that eventually came up and requested that the technician have the part when he came for my first appointment. The chat support person said they would write this request in. Of course, the repairman did not have the part. He also didn't even know I had a service plan/ warranty and tried to give me a quote for repair! He spent over an hour on some kind of phone tech support basically doing the same things I'd already done. I had to wait over a week for my first appointment and another 9 days for my second appointment. I also asked the repairman to replace a missing clip that holds the upper rack in place and he just complained that he'd already closed out his computer, even though I'd asked him about it previously when he was still working on the dishwasher. Surprise, the part did not come with the new computer part. On the day of my second appointment, my appointment window was between 8 am and 12 pm. I waited until 12:15 and then called Customer Service. I went online through the email link first and saw that my scheduled arrival was now 2:45-4:45. I was pretty angry when I called as I had plans to be somewhere in the afternoon. They said there was nothing they could do, just offered platitudes like "I'm sorry for the delay" and faux customer service therapy that just enrages me even more like "I can hear you are upset". I asked to speak to a supervisor and the supervisor could do nothing either. Faced with just dealing with the inconvenience or waiting another week for another appointment and likely having to deal with the same BS and anger, I decided to wait it out. A little bit later, I saw online that the arrival time got pushed even later to between 4-6 PM. Being a glutton for punishment, I called Customer Service again. This time, I got somebody who put me on hold for ten minutes then came back and told me that they had spoken with routing and my technician would be calling me "momentarily" with an arrival time. Of course I never got that call. I waited about 30 minutes and called back again. On my next call, I noticed that the online arrival window now said 4:30 to 6:30. I was about to seriously lose it. I used the harshest words I could without swearing. On my third call, I noticed that everybody I'd spoken to had heavy accents. So I directly asked if he was in another country, if that was why nobody could contact my technician, and he said "yes, ma'am". Ok so this is the problem.... Customer service is located in a foreign country and the poor agents on the other end have no ability to communicate with the technicians on the ground in the US. I spoke to another supervisor who gave me the same familiar platitudes and scripted apologies and gave up and decided to just accept my fate for the day. My final online appointment window change was from 5 to 7pm. I was stewing mad at that point. My technician did call about 5:15 finally and arrived at 5:30. It took him about 45 min to install my part and re-order the clips I'd requested last time. I actually don't think he even ordered them the first time because he had acted so put out. I tried to gain some understanding from him as to what the problem is with Sears nowadays. Two of my last three Sears Home Services repairs have been significantly outside of the appointment windows with no proactive communication by Sears in any way. Not even an email or text update. I've had to go online and look myself at my order. I asked him if he was overbooked and he said no. But then he told me how far he'd driven today and how he'd worked through his lunch break. He left my house around 6:30 and it wasn't even his last call of the day. He was driving a truck with another company name, so I guess Sears is using contract companies. I have the extended service plans on my three kitchen appliances, so I am kind of stuck with Sears unless I want to pay out of pocket for another company to come. But I can guarantee Sears that I won't be buying any more appliances from them in the future. Sears does not at all value their customers. A "delay" is not 5 1/2 hours past a 4 hour appointment window with no call or offer of remediation. That is blatant disrespect for your customers time and lives. ***Edited to add that Sears did attempt me to contact me almost immediately regarding my online reviews. Before I got around to calling back (within a few days), they sent me a $50 Sears Gift Card via UPS. So that's something.*** read more

Horrible,be there between 1-5,,7:00pm no show,I've called 3 times and told on their way ,got hung up on when they finally called and said on our way,I did mention I look forward to cussing him out,,,,extremely disappointed with Sears Appliance Repair,I'll make sure to mention this to my 1500 plus followers!,,not good when the first,prompt question is are you disappointed? read more