Sears Home Services

I called 15 minutes before the end of appointment window to find out that the technician wasn't coming and that they needed to reschedule. Cold day in #?£*!!!

On July 22nd, a serviceman came to repair my dishwasher. At that time he offered to call and order a filter for my refrigerator, cost $126.55 (the part I needed turned out to be $45). A few days later I received the wrong part, a Filter Assembly Head (whatever that is). I called the service department that Friday, July 26th. What I thought would be an easy transaction turned out to be a 1 hour long, 10 transfer phone call, LITERALLY 10 transfers, without resolution. In the end I requested a supervisor. I left my number and was told a supervisor would call me within 2 hours. Twenty-eight hours later, July 27th, I received that call. The supervisor told me he would arrange for a refund and I should see the money returned to my account within a few days. (The transaction was placed on my debit card, and the money was quickly withdrawn from my bank account). I believed this was the end of my debacle. However, today August 7th, 11 days later, I received a phone message to call 1-800-479-6351 with regards to a ?dispute?. I had to repeat my story a 12th time and for the 11th time, I was transferred. I am now being told that someone will pick up the product tomorrow, but it will be another 7-10 business days, after they receive it, until I receive my refund. The customer service I have received from Sears has been deplorable. Within the last few months, I have purchased a stove top and a double oven from Sears. My dryer has just broken down. Iguarantee I will not be replacing it with a purchase from Sears. I do not understand why a purchase, made by a Sears employee, is taking a month to process. And I say a month, but this issue is not resolved yet and won?t be until I receive my refund.

This serviceman failed to show up and I was not notified he was not going to show up. We even had a four hour window for the serviceman to arrive. The serviceman finally called over an hour after the timeframe expired. The end result is my dryer is still not fixed and I had to take time off of work. When I tried calling Sears while I was waiting for the serviceman, I was routed to a call center that was unable to resolve my question about whether the serviceman was going to be able to show up to my home. I ended up cancelling this no-show service. I do not recommend this service to others.

The sales process was protracted, requiring several visits by the salesman and many telephone calls and forms to complete and to revise. There seemed to be some uncertainty regarding payment terms, etc. The installation crew of two skilled gentlemen performed the resurfacing very professionally and well, although some leaking from the drain pipe of the new sink could not be repaired adequately, and I had to pay for a plumber to come in and fix that problem. Nevetheless, I have nothing but praise for the carpenters involved.

The service person was able to diagnose the malfunction and make the repair in less than twenty minutes. He was exceptionally professional, efficient, neat and a pleasure to interact with, very courteous. The frustrating downside of the process was on the telephone with the scheduling department. In the future I would disregard the scheduled appointment time as having any relevance, reducing my expectations to the idea the appointment would be met by someone at an unknowable time on the expected day. My appointment was for between the hours of 10:00 and 2:00 but not until 4:45 was anyone able to give me a realistic estimated arrival of 5:30. It would not have been so irritating if the dispatch did not persistently respond to my queries with the claim from 1:30 on that someone would be arriving to make the repair within the hour.