Sears

The dishwasher was not cleaning our dishes anymore. We checked the filter and couldn't figure it out. So we called Sears. The dishwasher is about 2 years old. The first repair guy was sick and had to reschedule for another two weeks out. No idea why they couldn't get another person out but okay, whatever. When he did show up he was nice enough and seemed knowledgeable. Sears outsources it repair people so he wasn't a Sears employee. He checked out the washer and thought it was the motor. Okay, so he ordered a new motor for us and another 3 or 4 weeks later he comes back to install the new motor. At this point it was nearly months we were out a dishwasher and about $500. He leaves, we test the dishwasher, same issue. Dishes are not getting cleaned. I'm not even sure we needed a new motor. My wife called up Sears 5 different times on several different numbers and Sears just kept saying they installed the part and were done. $500 and the dishwasher still doesn't work. They charged us for repairs that didn't work and their customer service was terrible. I will not being using them ever again and I caution others to stay away as well.

Phone support was able to find missing part I needed, was very knowledgible and patient.

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They were supposed to take our old fridge away and it took them a week to finally get it taken away after 3 calls.

Prompt, professional and informative about possible future issues. Pleased with the service provided. Seemed like the preventive maintenance on additional machines was a good deal for just $44 each, but not sure.

After the compressor on my Kenmore refrigerator stopped working, I looked fervently for a new starting capacitor and protection device, only to find out that the part (a very common part among refrigerators) is no longer manufactured. I had to settle for an alternate part from Sears Parts Direct, that they guaranteed would work. It did not work. At this point I am unsure if the fault lies with the start capacitor or the compressor itself, but based on the symptoms and some troubleshooting videos, it is probably the starting capacitor (the compressor hums and then clicks off, indicating that it is trying to start but can't). I contacted Sears Home Service to schedule a repair, if for no other reason than to eliminate the possibility of a bad compressor. Sears talked me into buying their blue ribbon service agreement with would include the cost of all repairs and warrant the work for one year. With a possible compressor replacement, this seemed like a good idea. Sears scheduled my service for the next Saturday, between 8-12. Saturday has come. Sears has called me to let me know that the technician has called in sick and that there are no alternate technicians available. They were willing to reschedule my appointment to a time that would require me to miss work myself. I cancelled my appointment and my service agreement for a full refund. I hope that Sears understands that my time is valuable. I am certain that the local competitor I call now will understand. Also, I am returning the part I purchased to Sears Parts Direct as defective and will order a replacement part through a competitor. Goodbye, Sears.

DO NOT USE SEARS. The Seats washer/dryer installation was terrible and dangerous to my family. The electrical chords and water line were twisted and sitting on top of the dryer rather than running behind it, despite the fact I purchased new hoses from Sears for the instal. Making matters worse, I was outside on a cold evening and noticed that there was no dryer exhaust coming from the vent, they never connected the vent to the dryer. I called twice trying to get the problem resolved and was given the run around. After finally reaching a manager, I was told he was on it and someone would call me back. They never did. I have spent hours on the phone with rude and untrained customer service people. At one point I was given a customer care number to call and it was a phone s** line. On December 21 I finally reached a supervisor who said someone would be out on Dec 23, a day I was out of town. After talking with him we set a new date. After waiting all day for Sears, when I called they said no appointment was scheduled and they would set up yet another date for service. When I said someone just needed to come and pick up the unit and give me a refund I was told there would be a charge. So far, i have an expensive washer dryer I haven't been able to use for more than a month; I've wasted hours of my life on the phone with terrible customer service people; I've paid to come home from vacation early to avoid taking a day off work to have my issue repaired (and not have it happen); and now I have to take a day off work. BOTTOM LINE: After being a lifelong Sears customer, I will never use them again. Their washer dryer installation was dangerous and rather than move quickly to fix it them dinked around for more than a month.

See above. Every year I pay about $1,000.oo for service in advance I should be able to get service. The first time he came I had a sick cat. It had peed on a throw rug. The rug was out doors. He said he would not work there because he could smell the rug. The next time he came he never came into my cul de sac let alone my house, He said he could smell pee and lef. Today there were no clothes, rugs or anything in the garage. We cleaned the whole area. We missed 1/ cup of lint and dust. He left. He would not even let me sweep it up. Sears have been good to me but the repair service they use leave something to be desired.

The workmen are great. The product keeps breaking in the same place. It’s the same part that keeps breaking and it’s broken 4 times in 2 years. I guess it has to be 4 times in 6 months in order to live up to the Lemon Law to get a new one. The repair was covered under warranty. The workmen show up when they say they are going to come. Usually I don’t have to wait and they give me a 4 hr time period. They are always there at the beginning of the time period. They call just before they arrive to make sure that there is somebody here. When he puts the new part in it works and 6 months later it burns out. Then he comes back and puts in a new part and it works. My frustration is with Sears and with the product and it’s not with the workmen. They come out and check it out, it’s the part again and I have to wait for the part to get here but the part is usually here within a week. I guess I will use them till my wall oven-microwave is under warranty.

the first appointment made was not honored. The repairman did not show up after we waited all day. We called a phone number and spoke with someone in a foreign country that was not helpful at all. After 20 minutes on the phone they made a new appointment. The next appointment was honroed and the repairman did a good job. He said that the poor service is due to their need to compete with Walmart.

The service was a lot later than planned. We had a rebate on the water heater because it is a hybrid. We got a rebate from the power company because it is energy efficient. I also got a tax write-off from the Federal Government! So a $1200 water heater, after all these rebates, didn't cost me much. It cut my electrical and water bill by about 30% too. He didn't come when he was supposed to and I had to give them a ring, so that's a B overall. Then he had to make two trips because it was "more than I thought".

Their service was very positive. The guy didn't take advantage of us, like he didn't just put in a new garage door when we didn't need it.

This was a complete waste of my time. I scheduled the visit a week ahead of time for a Saturday. I was given an 8-12 morning window. I cancelled plans to be available all Saturday morning. We were told that we were the first stop on the route. I received an automated call on the Friday prior to confirm. On Sat morning I received a call about 8:30 that said "your tech is on the way". About 10:30 I called Sears to ask where the tech was. The agent I spoke with assured me that the tech was still on the way and that I should not worry. At 11:30 I called again. I received the same assurance. I insisted on speaking to a supervisor. The supervisor told me that the tech had called in sick and that I would not be getting a tech that day. I was annoyed as this info should have been available earlier. She said I got the automated call at 8:30 as a matter of procedure, it didn't necessarily mean the tech was actually on the way. She had no explanation for why my earlier calls were mishandled. This was a complete waste of most of a Saturday. Sears absolutely failed to handle this appropriately. If a tech calls in sick then the first thing that should happen is the route either gets reassigned, or the individuals get contacted to reschedule. I find it very hard to believe that they have no way of doing this. At a minimum, when a customer calls to say "hey, where's my tech" it would be kind of nice if Sears passed out accurate information. I will not use Sears home repair again. My home warranty company says that I have the option of refusing a particular vendor.

They were good. Everything went just fine.

The washer is working very well. The sales people were good. The delivery was good. I am quite pleased with their service.

We were very impressed with the service we recieved and our kitchen looks great!

Post Delivery -needed service - Sears lacks the desire to post sale care for the product they sold. Therefore very poor post sale customer service.

They came to our house. The price was about $400. It was kind of a hassle, but it wasn’t their fault. Some parts were broken and that delayed everything. We then had to get the replacement. We don’t have any complaints about Sears. I don’t like their system of communicating with the customers. They give you a number that connects you to somebody in another part of the country or maybe not even in the country. It’s hard to even get in touch with the person that is coming out. There are a lot of layers between you and their workmen. That wasn’t great, but the work itself and the workers were terrific. They were real good. All in all it was okay. They were all nice and they didn’t break anything. They did a good job. I found the price to be fair, but I don’t have any way to gauge. The quality of their work was good. They said that they would be here between 8 and noon and they were here by 11:30. So, I thought they were on time, but they didn’t say that they would be there at 8. Their professionalism was excellent. They were very careful with everything. They did it right and the machine is working excellently. It is better than it did before it broke. It is quieter as well. The workmen were fine and good. I would use their services again. We also got a microwave last month when it went out and our interaction with them went really well. That was repurchased locally and we didn’t have to deal with any middlemen. We went to the store and picked it up. Then they arranged for the delivery, installation and that just went perfect.

I spent about $600 to $700. They had a list price. So, I talked to them about the list price. They said that it was apparently a standard practice and told me that they would find if there was a better price. Then they went through the internet and they searched for the prices on every store that was available that sold the same model number. They found the lowest price which happened to be at another store. They said that they could beat it and they did that by $5, the lowest available price in the area. I got free delivery and they picked up the old freezer. So, I am happy. They did beat the lowest price available to me. When it comes to their quality, it must be a good freezer since it’s still running. They delivered it when I wanted and within the hour they promised it would be delivered. I was impressed and I would use their services in the future too.