Sears

Awful experience, I will never purchase anything from Sears again nor will I except gifts purchased at Sears

Technician misdiagnosed the problem; ordered a new part; and sears repair would not send someone for 11 days after part arrived. The original pat worked fine. the serviceman misdiagnosed the problem.Refrigerator still does not work.

unknown

I was running late to get home for my scheduled window of 3-6 PM. I called the number on my confirmation email to ask if I needed to reschedule because I was not going to be there by 3. The customer service rep was very difficult to understand (and I am experienced and patient with English-as-a-second-language speakers), and did not appear to be understanding my relatively simple question. I was left with the impression that as long as I was home when the technician called, I would be OK. I was even later than I expected, but by the time I got home I still had not heard from the tech so I waited. Around 5:30, I called to make sure that I hadn't misunderstood or made a mistake that meant I lost the appointment. The second rep was also very difficult to understand and did not seem to be understanding me well. I was assured that I was still on the schedule and would hear from the technician. The system also routed me through what sounded like a quick option to schedule an estimate for exterior doors but turned into a very badly executed something-or-other that was effectively a sales effort. This took approximately half an hour. At about a quarter past 7, I called again. The rep I reached that time told me that the tech had tried calling me twice around 6. During the appointment window, I received no calls, voicemail, text, or email from the Sears system despite them having my full contact information and having sent me texts and emails and me having called them several times. The rep told me that I should expect a call from the local tech center either by 8 that evening or sometime after 7 AM the next morning. In the morning, I received email at about 7:30 that gave me a different toll-free number to call. I called and that rep was somewhat easier to understand, but somewhat aggressively unhelpful. She apparently had no access to the records that had shown attempted calls to me but instead told me that the tech had come by my house and found no one home. The record conveniently had no timestamp. With some admitted heat in my voice, I told the rep that I expected that mistake to be addressed with a prompt new appointment. I was offered one five days later. I asked to speak to the rep?s supervisor and was told that person was unavailable and would tell me the same thing anyway. I got off the phone and promptly cancelled my Sears credit card.

He finished the job quickly and was quite pleasant and efficient. He had no explanation of how a pencil got inside a dryer, but then neither do I.

The refrigerator went out on the 4th. They came out the next day and fixed it. It was very well done. They also paid for the food that went bad.

We had Sears come out and fix our washing machine that a previous company was unable to fix. They were fine.