I've been a lifelong Sears customer. I've worked for Sears in two different groups (sold Maintenance Agreements and worked at the telecatalog). I believed in Sears and had excellent experiences with them. I wrote off the auto shop about 5 years ago after they made some careless errors. My experience with appliances over the past two years has been so utterly disappointing, I will make every attempt to never set foot in a Sears ever again. Let's start with the first horrible experience. I purchased a new gas oven. Being on propane, I needed the propane company to come out and convert the oven. The oven was causing a concerning "boom" most times it was coming on. The propane person said it was not good or right. I then entered a hellish four month string of appointments with Sears maintenance. I tried giving up after the first two or so appointments and asked for a return. I was beyond the 30 day window. They would not approve a return until after I had 9 failed maintenance visits in the course of three months. Or, the repair person could say the oven was a hazard and we'd get it returned/replaced. I was advised by that repair man "you'll get used to it". I gave up after being pushed off and berated by numerous Sears employees. Fortunately, the oven has not burned down the house, but you never get used to a random gas explosion in the kitchen to kick off dinner. I swore off Sears. Then my refrigerator died. I looked everywhere for something that would fit in our older kitchen, but also might be some kind of step up. That happened to be a Kenmore refrigerator. I was hoping that somehow my oven problems wouldn't be repeated with a refrigerator. Should be an easy swap, right? Our first delivery appointment fell apart because the truck "broke down" at 4pm on a Friday. Our second appointment was the next day, and they made it to the house. The delivery guys were struggling to put the handle on and were really working the fridge over. I was worried they were going to bust it. Finally everything came together. It was about an hour after they left that the sun reflected in the room just right to see a half dollar size ding in the door. The sales person told us to call in for an exchange. The delivery guys will come out and just swap the door. On the third appointment, they came with a new fridge. I explained that we just needed to swap the door. "We don't do that." I spoke with the dispatch to advise how I had been told they do. I was assured they don't and that I was going to have to wholly swap out the fridge if I wanted it without a ding. Unfortunately, they hadn't followed the instructions to have the handle on the right side. On the fourth appointment, they had fixed the handle. One of the delivery guys proceeds to treat the fridge in the house like scrap and tweaked the back panel to unhook the water, even after I asked him to wait so I can check the new fridge. When it was finally unloaded, there in about the same place was an even bigger ding in the new fridge. I rejected it. They angrily and hurriedly put the water line back on the fridge so aggressively, I was afraid they were going to snap the connection off. With the fifth delivery on the horizon, I negotiated a $200 refund and I'd just keep the fridge I had fearing they would only continue to destroy the fridge that was in place and bring broken replacements. What I got was $185 that became $200 with sales tax. That was not a $200 refund, but I'm just walking away glad they didn't force Sears Points on me. Nevermind that it took over a month for them to take care of it after the month of missing work to meet delivery people. It was obvious they really wanted to keep my $200. Customer service at Sears does not exist. They want your money and they want you to go away after the check clears. The Sears I grew up on is dead. Their demise is on the horizon, and I would advise anyone to steer well clear of the impending disaster. BLACKLIST. read more

I honestly cannot say enough bad things about Sears Appliance Repair Service. In late July, we noticed our Whirlpool ice maker was not filling. Seemed like a no brainer to call Sears. The technician who arrived was unfriendly, and frankly, a bit scary. He spent less than 5 minutes and decided the housing for our water filter was the problem. He told me he would have to order a part to be shipped here and then a technician would come to install it. A whopping $320 price tag, which he said I'd pay 50% now and 50% later. When he finished on his portable device, the amount he requested was closer to $200. I asked why it was more than half and he said, I never told you it was going to be half. I was shocked but accomodated him. And, I asked Sears not to send him back out-- there seemed to be something a bit off about this guy. Fast forward to next visit--the technician walks in out of breath, tells me he is overworked and proceeds to ask if "I've" turned the water off. Baffled, I tell him I have not. He says to me "I"m not a plumber." As if that has meaning to me-- I'm a housewife in this context.... He huffs over to fridge, pulls it out and cannot turn the water off. States we need to have a new appointment scheduled and next time, have the water off! We schedule a new time, and no one shows. Later, we get an email that the appointment has been rescheduled to August 30. Finally, on the 30th, the second guy comes back out and replaces the housing for the filter. Two days later we notice the water tastes muddy. Perplexed, we think maybe the filter was corrupted during all this mess, so we purchase a new one (`$40.) This does no good, and the water remains foul tasting and smelling. AND, the ice maker is still not filling up. So, we make appointment #5. When the technician calls me today, he says to me "I wish you had told me the icemaker was the problem!" Seriously???? When he arrives, he scowls at my dogs (who are in his pathway admittedly, tails wagging) and then marches to the kitchen. I say to him, "I've already turned the water off" He says why did you do that? I answer, because I thought it would be what you needed. He asks me to turn it back on (he doesn't, of course, because he's not a plumber) and then he asks for a cup. I encourage him to taste it, to which he again comments there is no way the water supply is bad because of the filter connection. By now I've had enough (I admit it) and I said to him "I have a masters degree in science and have been a project manager for 20 years, I'm not a dumb woman" His retort: "well miss master, you can fix this yourself" And he marches out. Terrible! It's fair to say that his truck doesn't say Sears, and they are clearly outsourcing. But at the end of the day, it's on them! read more

After registering my refrigerator purchase to the incorrect phone number twice, losing track of my service agreement, making me wait 4 days for a call about said lost agreement, I ended up going in person to sort out the issue, which took yet another hour and a half and got me service appointment which was never honored, after waiting for 7 hours and not even a courtesy call letting me know this was the case. I only knew any details because I called when the first time frame ended without a call or any sort of acknowledgement that it had ever existed. As you may surmise, I will certainly not be getting another appliance from Sears again, that I can promise. The lack of accountability and professionalism is a far cry from the company I had happily bought all my appliances from for the last 15 years. This is no longer the company I had trusted before. read more

This is one of several pieces of equipment (mowers and chippers) I have had serviced over the years by Sears Home Services / Sears Appliance Repair / A&E Factory Service and each time I have been thoroughly satisfied. On this occasion (6/4/2020), I had to have my 2017 Craftsman 42" Riding Lawn Mower (Model 917.255810) serviced due to a broken camshaft. Fortunately, the mower was still under a protection agreement, so no associated cost(s) for me. Anyhow, the knowledge, level of service and workmanship provided via the tech and the company he represents was nothing short of excellent. Thank you Alex! Also, a special shout to Shawn. Kudos to these two gentleman and Sears Home Services / Sears Appliance Repair/ A&E Factory Service! Terry Jensen, Red Rock Texas read more

As requested I messaged using facebook details requested. Waited 1.5 hours for a response. None received.

Was told my machine was shot, paid an arm and a leg to replace most components. Basically rebuilt the whole thing. (First trip just to be told it was broken, second trip to do the repair.) Ran two loads, broke again, same error code. Then, to top it all off, the technician stood us up (no communication!) for the third time they'd be out, to see why the newly rebuilt machine was broken. Had to call in to find out, basically was told tough, we'd need to reschedule. So, I'm out a bunch of money, my washer is still broken, and I'm really not keen on missing work again (did I mention I took a half day when I was stood up?) for service like this. Four half days of work for a continually broken washer? Please, work with me here. July 29 EDIT: And to top it all off, the technician marked we weren't home, which is why they couldn't repair our machine! I guess the two cars in the driveway and the half a day of work missed still meant we weren't home. Thanks for the dishonesty, Sears Repair. read more

Sears Appliance Repair - Had to screenshot the technician's lie. - Appliances & Repair Near Me

Absolute fraud... Delivery and installation of a $15 part was $75. Seemed fair enough so we agreed, problem was delivery driver claims he's not qualified to install the part and that we would need to schedule another technician for another $75 to actually install the part. We asked well why did we pay you $75 he claimed that was to hand deliver to our door. I asked have you ever heard of FED EX? The part was $15 and was smaller than a coffee cup. Worst part is their call center in the Philippines is an absolute fraud. Three people sitting in a room transferring you back and fourth and NOBODY can help at all! read more

After using Sears for my entire life and my parents before me, I am DONE. I scheduled a lawn tractor repair in early March. The earliest they could see me was March 22. They called 5 hours past when the tech could arrive to tell me he called in sick. It was rescheduled for April 7 although the person I spoke with said she would call back after she got him to come much sooner. She never called back. On April 7 the technician showed up late and I was never provided with a 30 minute advance call as they had repeatedly promised. He was very pleasant but totally unprepared to fix my lawn tractor which needed a new battery. I also needed yearly service but he couldn't perform that because he brought the wrong vehicle. I was told in advance there was a $139 diagnostic fee even though I was pretty sure it was possibly a dead battery. After fuel surcharge and tax, it was about $189. The receipt said the diagnostic fee was waived and I paid labor even though NOTHING was done. I ended up getting a new battery and installing myself. Sears uses A&E Factory Service. Don't use them or Sears. read more

Well, I have to say I have been a loyal Sears extended warranty customer since forever. I have never had a problem with the service or technician knowledge.The most recent repair was on my ancient refrigerator. I am so surprised that they even cover it anymore.It was repaired quickly and in a very efficient manner. My only complaint is that the scheduling window is still 4 hours. Here's a tip though, if it is 8 to 12 expect the technician there at 8 am. I missed him one time, he had called before my phone was open to calls; 10 minutes prior to the appointment and by the time I realized it and heard the knocking on the door it was too late. He was gone by the time I got downstairs. read more

Very dissatisfied overall with how the company communicates with customers. Lack of documented quote, lack of receipt for partial payment, lack of documentation to explain cost breakdown prior to work completion. Would not use A & E again. ....please note, there is no information about which location provided the service or how to contact them other than the offshore help desk. read more

The worlds worst customer service experience ever. A scheduled technician to service my washing machine didn't show up Saturday. Dealing with rescheduling has been met with nothing but rude employees who can only offer me "this time we will show up!" as a way to make it right. Sears does not value their customers time or retaining them for future purchases. In the future I won't even step foot into Sears to buy any appliances. Even if it costs more from a competitor, I'll gladly pay the difference to have peace knowing I won't have to deal with Sears "customer service" read more

I called Sears home repair service to have a loud refrigerator noise evaluated. We had a service call placed in June while the fridge was under warranty, and the repair person determined that the noise was coming from the vibration of the housing around the fan in the bottom freezer, or the tray touching the housing while the fan was on -- as the noise would always stop when any door was opened. I showed them footage of the sound, and location of the sound, which showed the source being high left rear of the fridge, near the icemaker and its fan. I was assured that the icemaker fans don't make noise and that everything was working well, despite our reported complaint and accompanying footage of the issue. We made the adjustment to the tray as suggested. The noise continued. This month, mid-September, given the persistent noise, I called again to arrange for a service person to inspect the fridge. I again recorded footage of the noise, and it's general location near the back upper area of the fridge near the icebox. The fridge was not making the noise during the time of the visit. The technician opened the doors, examined the freezer and fridge space, and again suggested that it may be due to the bottom freezer tray vibrating against the freezer fan housing. I reiterated my concern that the freezer fan is nowhere in the vicinity of the noise, and he again reiterated that 'everything is working well,' despite my report and documentation of the issue. There was no suggestion of other possibility, and when I inquired about the icebox fan as a possible source, he informed me simply that 'they don't make noise.' Last week, as the volume reached a level that made dinner conversation difficult, I chose to remove the automatic ice tray and inspect the icebox fan. I shut the door, it was loud. I opened the fridge doors, it stopped. I placed a chock into the fan to prevent the fan from moving, shut the door, and not-so-surprisingly, no noise. I have since been mindful to keep the level of the ice tray from getting too full, as the noise of the fan seems to relate to that. My issue here is that while I may not have determined the specific mechanism behind the fan noise, I have determined that it is the ice box fan that is making the noise, and both technicians were so absolute in their lack of interest to solve our problem. I spoke to Sears customer service to request a refund for a visit that I found to be not only unhelpful, but completely disengaged and disinterested in helping to solve the problem they had been called to assess. I explained that I have purchased all of my major appliances (fridge, oven, washer and dryer) from them and would appreciate the courtesy given my experience above. No was the answer. No option to escalate. 'Is there a person or number at corporate with whom I could speak further about this?' I asked. 'No. Corporate does not have a phone number.' I was told. I will not purchase any other goods or services from Sears as a result of this experience, and how it was handled. read more

I'm personally not one to write on yelp. But I'm so frustrated that something needs to be said. I scheduled my appointment I think about a week or two ago from today. My arrival window for my technician was from 1 PM - 5 PM. I initially received a text/email that stated how I missed my tech when they never came. So I went to the chatbox provided on my appointment page and was told the text/email was a mistake and that they were still coming. Come time to around 5:15 PM, I use the chatbox again with someone name Cameron Smith (who was dismissive and overall didn't give a shit about the situation) who had informed me that there was a problem with the current appointment and that it required more time for the technician. Understandable if it were a simple 20-30mins. However, it was a whole hour late and yet again I'm at the chatbox with Cameron... (unfortunately), and who didn't care for my frustration. Simply gave me the same f**king answer (copied and paste type answer) and told me they're contacting the tech again. At this point, it's too late and I'm very mad. I asked to be given a number to a supervisor or someone who actually gave a f**k. Only to be told there is no such number. Now, I'm f**king over it. I decided to find a number I can call because CAMERON SMITH was only making me even more upset by his lack of f**ks he doesn't want to give doing his job. I call the first location I can get the number to state my complaint and reschedule an appointment for tomorrow morning. Seeing as they didn't get to come to me ALL DAY TODAY. Nothing they can do but schedule me two weeks from now when I already missed work today for them. Overall I decided F**K Sears. Damn straight I'm telling anyone who cares that Sears doesn't :) read more

We had Sears come out to fix or microwave door that would no longer close. Tech came out and found one piece inside the door broken. The tech said the part was not repairable and they could order a new part. When he checked on the part, he said the part was expensive and for the cost of the part, might as well but a new microwave. Then said he would try and super glue that part. That didn't work either. He then found another way of giving the microwave temporarily. His fix was really good. That fact that he tried multiple ways of repairing the door was impressive. I'd used SEARs again in the future. read more

5 visits over 3 weeks and my refrigerator still doesn't work. * They overcharge to get you to buy a home warranty. * I question how capable they are after 5 trips. * All communication flows through a 1-800 number that is a call center in the Philippines that is completely ineffective with no escalation path to anyone who can actually help (or appears to care). read more

This review is for Round Rock, Texas. Can only contact this company through automated phone and an 'on-line live chat'! Our 19 yr old Kenmore washer needed repair. On the third visit when the correct part was replaced, the tech broke another part of the machine. The tech stated that they would replace that part and if it was no longer available, the machine would be replaced. Another appointment was scheduled, but no other contact from company was received. When no tech appeared for the appointment, went on-line to 'chat' - was told we had no appointment, the order had been closed by the tech because the part was no longer available and the company would NOT be replacing the machine! We never received any contact from this company regarding this action. After more 'conversation', we were told we would receive a partial refund, minus diagnostic fee & fuel surcharge. Found out this company is NOT BBB accredited! Will never use them again. read more

Update on my bad review of sears: at all cost don't buy from sears Andy certainly don't pay for the extended warranty. Not only did a contracted technician show up to replace the compressor, which was working but very loud, worked for 4 hours and left and was so inept they he didn't make sure it was working before he did. We didn't realize until a day later that it wasn't actually cooling as there was residual cooling from when it was working. All the food in our fridge and freezer is ruined and I had to clean up an incredible mess. Likely $500 worth of food ruined. Worst of all when I called sears service about it and tried to communicate with the overseas call service, I could never get them to agree to Cole before September, over 2 weeks later! I have no fridge due to their ineptitude and their customer service is so bad that they won't come repair what they did as they are so far behind they are over 2 weeks out and won't bump Us up even knowing it was THEIR FAULT that we are without a fridge. I have called other sears help numbers only to get the same response. They can't come for over 2 weeks. What kind of pathetic customer service is that? So I will maybe get $300 back for the spoiled food, I had to clean up all the mess, my house smells like a dumpster due to food going back because the guy they contracted to couldn't fix and fridge, they won't come out for two weeks and I have no fridge. If I can I will sue this company for money lost due to having to eat out for over 2 weeks, damages wood floor from water leaking, over $500 lost in spoiled food and I will NEVER buy another item of any kind from sears. read more

I was hesitant about Sears Appliance Repair considering the closing of stores. However, it turned out to be a great choice. The timeframe for technician arrival could have been shorter, but when he came to my house, he began work immediately! He quickly assessed the issue, explained the options, allowed me the opportunity to make an informed decision, and quickly started the repairs. I am pleased with the quality of service, the time it took, and the professionalism of the technician. read more

I spent over $1000 on a washing machine that is rusting, getting rust on my sheets & clothes. IT'S A WASHING MACHINE, FOR CRYING OUT LOUD! After the entire morning on the phone with Sears & Whirlpool, they are not going to do anything. I am NEVER DOING BUSINESS WITH SEARS AGAIN! read more

Technician came to check our Whirlpool refrigerator purchased from Sears for a water leak, but Sears tech unable find the cause. He saw Whirlpool was leaking but said readings were fine, and left. Bad on Sears for sending me surveys to which I responded but not calling me to tell me what they were going to do. This Whirlpool has been problematic and we have had at least 3 technicians visit but unable to fix even after replacing components. Probably won't buy Whirlpool or buy from Sears. read more

My 2 y.o Kenmore microwave was tripping the breaker. Website does not have a microwave option to select. Dispatcher had a very thick Indian dialect -- very difficult to understand. He could not understand the problem, so he listed it as a range hood and noted in comments the issue I had described. He scheduled the service. The tech calls me on his way several days later and THEN notices the comments specifying a microwave issue. He's not certified to fix microwaves, so he quickly contacts another tech, who then schedules me for next day service. Thomas was very prompt and polite. He kept me informed and entertained the whole visit! Ended up costing less than his initial estimate. I will consider the warranty options he explained for future calls. read more

Sears finally fixed an icemaker in my Kenmore refrigerator after 4 months and 5 service visits. I will never call Sears again for repairs. This was totally unacceptable. The only reason I went along with them was because the refrigerator was under a maintenance agreement. No More! read more

Do not use Sears. The tech came in, and broke an irreplaceable piece of my dishwasher. When I called Sears to get them to pay me they admitted that he broke the dishwasher beyond repair and then refused to pay me back. Because I don't have any way of getting the original receipt for the purchase of the dishwasher (I moved into a house with the dishwasher already in it, and I had no way of contacting the person who bought the dishwasher because they were two home-owners ago) they REFUSED TO PAY FOR THE DISHWASHER THEY BROKE. Absolutely unacceptable. They admit they broke it and then had completely unrealistic expectations for people to keep receipts from years ago. Pay me back when you break something. It's not that hard. read more

My Kenmore washer breaks down about every four months. 99.99% of the time I call to get it repaired it takes over a month for the repair to actually be complete. Sears continues to cancel and reschedule my appointments without my knowledge. read more

These guys are awful. They showed up after the 4 hour time window. The water dispenser and ice on the fridge were broken so we never connected the water line from the spigot in the wall to the fridge. I did not have a line handy and the technician did not have one, he said there was nothing he could do and then handed me an invoice for $180...The upfront communication is all done by a software program that ask for zero details. there is no place for comments so you can't even ask what is needed prior. It's an embarrassment how bad Sears has become. read more

I had the blower go out again on my Kenmore fridge. I called in a repair and they wanted $422.78 to replace a simple modular snap in part. The $40 part was $120 and the base labor fee is $300. Now if Sears does anything at all ,like lift a scewdriver ,there will be a minimum fee of $300 that they will not tell you about. If you ask them about labor charges on the phone they will tell you it is based on the work done. So they get the tech out and he tells you the estimate and takes the heat for there exploitive dishonest policy. Not informing customers that there lowest repair cost is now $300 is dishonest. Do not get tricked into using them. Find a local honest service provider. Ask about labor charges and parts mark ups. read more

Horrible. Didn't show up, and they rescheduled an "emergency" repair for 12 days later -- EIGHTEEN DAYS WITHOUT A REFRIGERATOR. Sears Appliance Repair was the vendor chosen by American Home Shield (sometimes difficult to work with as well), after we had paid the $75 AHS scheduling fee, for what they defined as an "emergency" repair (refrigerator water leak requiring shutdown). For this "emergency," which simply entails finding and fixing a leak in the filter system (probably no parts necessary), Sears scheduled a repair visit for about six days after our original call about March 6. We lived without the refrigerator for the six days, and on the repair date (March 12) Sears called to say that the repair person would not be coming, because of a "personal" problem. They said that (1) they didn't have anyone else who could show up and (2) our next appointment would be 12 DAYS LATER, on March 24. When we spoke with a supervisor, we were told that they only did repairs in our area (a fairly large community) two days a week. We spoke with them twice and got no satisfaction. Next, we contacted American Home Shield, their contractee, with whom we have the maintenance contract. AHS finally contacted Sears, who emailed us within minutes with a "solution" which was to make us wait the same 12 days, until March 24 FOR WHAT THEY ALREADY DEFINED AS AN 'EMERGENCY" REPAIR (no change from the original rescheduling). Although polite, none of the customer service employees or supervisors at either Sears or AHS clear English; all appeared to be working from a script that shifts the problem to the customer. UPDATE: I've just made a third call. American Home Shield has now contacted a different repair contractor. This AHS person was very helpful; Sears Appliance Repair was not. read more

Sears failed to deliver a full appliance package after being fully paid for. They also refused to give a refund and offered a store credit only. After 36 days they delivered with a sincere apology and a partial order. Please refrain from using Sears as they are not capable of providing the service that they claim. My order was a simple fridge, stove and dishwasher. read more

We called Sear's Service on the 2 year old refrigerator we purchased from them due to it stopped cooling in the fridge area. The service tech said it was the thermister that went bad and they charged us $420 in labor for a service call that was less than an hour plus $50 for the part. My mom (95 yrs old) was devastated because the new refrigerator only cost $700 new 2 years ago and now another $500 added. She trusted that they had good appliances but will never again go with Sears or their service. read more

I scheduled an appointment for a pair of my refrigerator. The workmen called me one minute before my scheduled time and told me he would be 45 minutes late. He then called 10 minutes after the new time and said he would see me on Monday. It's Friday. He texted me to say I was not at home when he showed up. I sent him videos from cameras in front of my house and I asked him where & when. No response. He lied & he got caught. I regret ever giving Sears appliance repair the benefit of the doubt. Extremely poor, dishonest lack of service. read more

0 Stars! Have been loyal Sears customer all of my life, but that ends NOW. I wasn't able to get an appointment in less than 2 weeks to have my refrigerator repaired and that is just to order the parts. By then, it was 3 weeks to get the appointment to have a compressor installed in my refrigerator. When the tech arrived, the parts were wrong, and then it is 4 weeks for the earliest appointment even though they couldn't get me the right compressor to start with. They make no attempt to correct their mistake. Multiple phone calls, 2 1/2 hours on the phone and promises of 4 people that will call me back with updates, and I have nothing. No one calls back. The job of the 800 numbers you can find is just to get you off of the phone without doing anything to resolve your problem. read more

I totally appreciate the service provided for my Samsung refrigerator. Unfortunately I purchased one with a perpetual ice maker issue. The service was prompt and efficient. The serviceman was extraordinary! read more

Very disappointed in my service call today for our broken microwave door handle. The $249.00 diagnostic fee is excessive but it is waived and you only pay for labor and parts so I proceeded since I have always used Sears Home Repair since owning our homes 20+ years and have never had to decline a repair. The new door on the microwave costs approx $200 if you search online on a $599 microwave. He then quoted me over $500 for the replacement of the door. I asked why the diagnostic fee was not waived and he claimed the labor on the door replacement would be enough to push it over $500. He then proceeded to show me that a screw gets removed, pop off the door, then put it back on. I am not sure how this equates to over $200 in labor charges. I was never given a solid answer on the actual labor cost....all was "about". I complained after to live chat and they told me to get a new microwave. I asked for an explanation on why the labor rate is $200 plus on a small repair that would take under 10 min and got no response. I declined the repair and am now out $249 with no work done other than his recommendation to glue it. Shame on you Sears for your vague and misleading "waive diagnostic fee" when you proceed to put it right back in for something so minor you were telling me to do it myself. You have lost a customer. read more

I have dealt with Sears for many years and I can now see why they are going out of business. Worst customer experience that I have ever experienced. We bought the extended warranty on our $1800.00 refrigerator and the fridge went totally out a week and a half ago and we can not get anywhere with sears on this issue. Repair people are still waiting approval on the repairs which more than likely will add up to the cost of the fridge, and we are still using our ice chests. TOTALLY BAD!!! Buyer beware!! read more

This garbage company has literally one guy doing repairs for the Cedar Park area - he has called out TWICE with no technican able to cover him. I now have to wait over a week to get this guy out here to fix my REFRIGERATOR. Terrible service, no quality control, and no ability to cover technicians when they are unavailable. I am CANCELING my sears warranty since it seems to just be a ploy to take money every month while drawing out the process to repair and maintenance. Just disgusting business practice. read more

This is the best place to come for appliances! Can't give enough praise to the clerks who helped us. What a great day to so easily buy great quality appliances at super prices. read more

We are beholden to Sear's because our fridge is still under warranty, and employing a non-Sear's technician or party, would void the remainder of the warranty. We stuck with Sear's because the cost with Sear's was cheaper than using a 3rd party entity. Sear's has farmed out their technicians to various contractors, who seem affiliated with home warranty companies. Therefore, a lot of time is dedicated to selling you a home warranty plan. Based upon the service, I would strongly advise against this. Over the span of our 2 visits, the technician did not arrive within the window allotted: window was 10-2, arrived at 5:30pm; second window was 1:3: arrived after 6:00pm. He did not call to indicate he would be late, and as a result, a technician was at our house at the calm time of 6:00pm, with the children home and dinner to be eaten. The required parts can be procured within 3 business days. However, the unavailability of the technicians delays the installation for at least two weeks. So, we were without our fridge for just less than a month. (See above about warranty.) The technician installed a new compressor. A layman cannot do this, for sure. However, the way he soldered the coils, there is a very loud rattle now. *sigh* Finally, the compressor failed on this fridge within 3 years of purchase. The technician actually told us it will fail again. It is sad that Sear's once a stalwart of American commercialism, is now a hodge-podge of techs just wearing a Sear's shirt. read more

Ok, I have to hand it to them. Because of this review, they reviewed my situation again and issued me a refund. Way to go Sears. To whomever is paying attention over there - thank you. read more

Get a beverage, settle in, I have a story to share...We purchased a Kenmore Elite refrigerator from Sears on October 28th, 2014. Within a year the back of the refrigerator had a sheet of ice on the inside. A repairman came out and replaced some parts. We purchased an extended plan (3 years). Fast forward to December 22nd, 2019. The compressor fails. I call Sears Repair line and am told that a serviceman will come out between 1-5 on December 23rd at a charge of $109, which can be applied towards the repairs.. I take the afternoon off from work. Clock ticks 5, no repairman. I call and am told he will be out by 6:40 PM. The clock moves to 7 PM and the repairman calls to say he is on his way, he was "busy" with other jobs. At 7:15 the repairman shows up, quickly diagnoses the issue (compressor) and says it will cost $465 in labor but the parts are under warranty. Oh, and the "trip charge" for this diagnosis $118 and change. He offers a suggestion, the repair charge can drop 15% if we sign up for an annual warranty plan ($60/year). We thank him for his time as I want to call Sears (think Lucy, Charlie Brown and a football). Today I call Sears and go through four different agents (all very friendly but unable to help) and am on hold (call time is at 20 plus minutes) when the call drops. (Attempt to kick the football- Sears yanks football right before I strike it - I fall flat). I call back and go through four other agents having to retell the tale and ask if there is anything Sears can do to work with us the repair price. Finally I am sent to Customer Service to a young man who says "We cannot change any repair costs" (Attempt to kick the football - Sears yanks the football right before I strike it - I fall flat). So, here I am, frustrated that we bought this fridge for over $2300 PLUS an extended warranty only to have it fail (again) with another $465 to spend if I want to try and use it for a few more years (football is positioned by Sears - I step back - and walk away). No thank you. I am so disappointed that this "top rated" appliance has not met any expectations, and that a large company like Sears would treat a customer so poorly (yep I am talking about me). No thank you Sears. I will take my business elsewhere and caution anyone who is thinking of buying their products to reconsider. Unless you like laying in the grass on your back in your best zig-zag striped shirt with shock and disappointment written on your face. read more

Good repair done right service tech did repair right and explained what he did clean up after. Only complaint was once I received the parts for repair could had a earlier appointment. read more