SEARS

I got the most expensive windows. One of the windows started molding on the inside from in-between. They told me that I would had to install it myself after they sent the window. It was awful. They called me one time and said they wanted to know if they could use me as a reference since they thought I had the most expensive window put in. I didn’t want to deal with them anymore. They started out like it was going to be 4 weeks with them and it turned out to be over a year. I cannot even begin to calculate the amount of time I spent waiting for them by the phone. I just wanted it finished. They messed up the siding of the house.

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araPurchased an Appliance Warranty on Kenmore Front Loader Washing Machine, Front Loader Kenmore Dryer and Kenmore Dishwasher. It has taken me months under the Sears Warranty to have Washing Machine and Dryer repaired. The Dishwasher I had 2 service calls and the repairman put parts on each time stating the dishwasher was fixed. This would result in me spending hours on the phone with the service representative explaining the dishwasher is not fixed. Finally I was told that the mother board was needed and the parts department is trying to find a mother board for the dishwasher. I never received follow up. This resulted in me calling Sears Warranty Dept. and asking about the part and repair. After speaking with several different department and HOURS on the phone, I was informed that the part can not be found and I have replacement on warranty. I was told to go the the local Sears Department Store and have the salesman call to purchase a dishwasher. The Sears Salesman told me that he does not know who to call and has no number to call. He did not know what I was talking about. I then called the Sears Warranty Department back (2.5 Hours on phone), was given the number for the Sears Salesman to call when I found a dishwasher. I returned to Sears Department Store and gave the number to salesman I asked him to find me a dishwasher with the options I had on my old dishwasher for $300.00. The sales person contacted Sears Warranty Department via the number I gave to him and advocated for us that there was not a dishwasher comparable to our old one for $300.00 after spending 1 hour on the phone, the amount was upgraded and I purchased a dishwasher. The new dishwasher was to be delivered on April 12, 2014 and installed and the old one taken away per the warranty. It was getting late in the day and I had received no follow up calls for delivery. I contacted Sears Warranty and I was told they do not see any information in their system. I was hung up on, I was asked for an original receipt for my 10 year old dishwasher - overall for me to be told that I would have to go back into the store to resolve the issue, I spent more than 3 hours on the phone on my Saturday. The issue remains unresolved and now will require me to return to the store to have the dishwasher delivered It is my intent to cancel my warranties with Sears when I am able to resolve the issue with the dishwasher. I do not recommend this company. I will not use this company again for warranties. I will not purchase another "Kenmore Appliance". My replacement dishwasher is a Maytag made in Ohio.

I called Sears Home Services (and used their online chat option as well) to set up an in-home repair of our 2-year-old dishwasher. Because our new subdivision is still to be added to Google maps, they told me they could not find our address and therefore would not be able to come out. I explained to customer service, that they had in fact been out several months ago to service our dryer and all the technician needed was the closest cross-street and would call when he was getting close so we could give more detailed directions. It was no problem. However, on this call, and again on chat, Sears told us they would schedule an appointment and would have the technician call us within 24 hours to set up a service appointment. They never called. I called Sears again to find out what was going on. Again, they said we'll have the technician call us as soon as possible. Again no one ever called. I complained to their customer service department who apologized, but again said, there is nothing they can do. In my opinion, clearly they do not value customer service nor do they really care about their customers. I called a local repair guy who was recommended by some friends who had good experiences. That guy called back in an hour, scheduled for the next morning and came out to the house fully prepared with parts; he fixed it on the spot. Sears however, is no longer in my list of places to consider for a repair of any product I own. I highly recommend that if you call Sears for an in-home repair, and they tell you they will have someone call you back, don't expect they are telling the truth. Telling you something and actually doing something are two very different things and Sears does not value my business enough to follow through. Therefore I have taken my business elsewhere.

I had a front load washer. We were satisfied with it but the door was plastic and this was the second time it had cracked and there were shards. I didn't know when the warranty was going to expire. Made a repair call. The repairmen could not find the part in his book. Got a recording from Sears saying you have 60 days to come into the store to pick a replacement with a 940 credit. We were impressed for them standing behind their warranty. We bought a new one. We brought it home and the hose was faulty. We had a repairmen come to get a replacement hose. Had it for five days and the hose came off and flooded out entire basement. They brought us a second washer, same washer brand, the repairman said he wouldn't leave until he checked it. There was a horrible scratching metal on metal sound, we were wondering what was wrong with it. Repairman smelt smoked, unplugged it, then said to try a new brand top loader washer. Went back in to get another washer. Expected a call from Sears with 24-48 to assist in covering warranty but NOT the same brand. They brought the wrong washer. Washer number three to come to our house as of now. On 10/15 when we had the flood, I called the 800 number they said they would send us another washer and a claim number. They said we would hear from the claim dept with 48 hrs. We got no call. On 10/21 we got a call from claim damage authority, this is the first call, they said they would be calling tomorrow to find out was damaged. We have yet to receive a call or a voice mail. This morning they delivered the wrong washer. They are scrambling to find the correct washer. Melissa and Scott at the store are bending over backwards to get this resolved.

I purposely scheduled a repair appointment for the 8am-12pm slot. They called and confirmed the day before. The day of the repair, I waited all morning then got a call from the technician at 10:30 stating he would "Be there shortly." I then got an automated call at 11:30 stating that there was a "delay" in my area and that the technician would be late. At 12:30, I received yet another call from the technician stating that I was put on the schedule for the end of the day and that he was 45 minutes away in ANOTHE STATE!!! He did state he would try to find another technician. But what I received was a call from customer service stating that if I could not wait until the end of the day, I would have to reschedule. I told her not to bother and that I would find someone else.

The repair went very well. The tecnician was very nowedgeable and fixed the appliances propmptly-have not had a problem since the repair. I have used Sears for large appliance repair in a number of previous residences. For the most part, I find them to be prompt, professional, and able to make the repairs promptly with parts on truck.

The service was okay.

I have been buying Kenmore appliances for years and years and they always seemed to be very responsive. They were very responsive when I called and they came out right away after I called.

I had a guy come from another company a could of times and couldn't fix it and he walked away on me. I called Sears and they came over and were great and knew the problem. They actually found another part that was going to go and showed it to me so they wouldn't have to come back another time and fixed that as well, it went great. I liked everything about them. They were there on time and went right to the problem.