Sears

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Working with Sears Service used to be good. It has been terrible this year. We have a service contract with Sears for our refrigerator. Earlier this year we called Sears to repair the icemaker. We had to call them about five times. They failed to call and failed to show up when scheduled. They promised to replace the refrigerator the next time it failed, but reneged on that promise in an email yesterday. In May we bought a washing machine. It was delivered June 29. It is July 25 now and they still haven't installed it. When they delivered it, they said we needed new faucets on the water hookups, so we got that done the following week. We called Sears, they scheduled finishing the installation, did not call us the night before as they promised, and never showed up. I called Sears again last weekend, around July 18. They scheduled service for July 24, and said they'd call the night before. They did not call, and again they failed to show up or even tell us they couldn't make it. I called Sears again today and also emailed, and the rep scheduled yet another appointment for July 29. He says they'll call the night before. I find it hard to believe they'll actually do the work they promised, since they lied three times before. Sears used to be good. They've been terrible this year. "Where was the service performed?" -- Actually, it was NOT performed!

The new unit was placed Dec 2013 and ran well for heating the winter. When summer came I turned on the AC and it didn't work so I called them. They said it needed coolant and replaced it. It worked for the summer months Heating worked the next winter but when I tested it in the end of May for the AC I had the same problem. No cooling!! I called them and they came out and said the coolant leaked out and they came back again to isolate the areas. There were three areas where the coolant could leak. In the outside coils or inside coils or in the piping in the house walls. He had to put nitrogen in the three areas and test 1 month later to find out from where the nitrogen leaked. He found it in both coils so they had to be ordered in and they come out to replace 2 weeks later only on a weekday so I had to take a day off from work. He could not get the coil casing in upstairs so I had to have the installers come out on a weekday with another day off. Now it works. The first man said that he had seen problems with the coils before and they really need to do a follow up inspection after the 1st install to check that all is good I'm grateful that all was covered under the extended warranty.

Salesman was courteous and helpful in our selection of the appliance. Sears had a good selection. The installation of new dishwasher went well.

I told Ann it was unfortunate her sales people had sold us a dryer they knew would not work with the washer and told her we were returning the product and had stopped our payment.

Recently we remodeled our kitchen and went to Sears just to comparitive shop for large appliances. We were fortunate enough to be helped by Dmitri Shindyalov who was very patient in showing us several options of stoves, refrigerations, dishwashers and range hoods and explaning the pros and cons of eath feature (which can be overwhelmingly complex). He answered all of our questions and found us some great deals. We completed our purchases that day (as Sears was having discounts of 15 to 20% that weekend). We were told that we had a 30 day price guarantee if we found lower prices. We religiously watched the sale prices over Thanksgiving weekend and did find better prices which were quickly honored . He even gave us free shipping, set up and removal of old appliances, which we later learned was not standard. And he told us how to arrange shipping for the weekend without additional charges. He was responsive and helpful throughout the process and we would return to Sears for other appliance sales because of his great customer service.

I was very impressed with the delivery men. They were very professional and patient with me. They had great communication and explained everything to me. They were also honest, such as when they informed me I could use my old refridgerator hose and return the new hose I had just purchased from Sears. They also were punctual. I purchased this regfridgerator on a Saturday and they delivered it the next day. I recommend them to others.

I would never buy from their outlet. The dishwasher was under warranty. It took four trips and they never fixed it correctly. I called the manufacturer directly and got a referral for another appliance repair company. It is not worth it to buy at the outlet. It wasn't worth it because it took four times and they didn't repair it. I would never pay a warranty again from Sears because it is a waste of money.