Sears

This service is a complete rip off designed to tell you that basically you have to buy a new appliance. Our dryer problem was incorrectly diagnosed making us think we need to buy a new dryer because of the repair cost quoted at over $ 500. We called another local service and the technician said that a $ 40 part is all it takes. Sears has not called us back when we requested a refund.
Will never use Sears Home Service. Do yourself a favor and call a local technician not associated with the above.

Horrible service! We purchased the master protection agreement and waited 3+ weeks to have our front loader washer fixed and its still not done. Their customer service is horrible and their call center reps are difficult to communicate with.

I wish I could rate them on their customer service, but I’ve been calling for an hour and not a single department answers. Not even their operator. I just want to call and see if they have a certain product before driving out there, but can’t get through on the phone.

I went here several weeks ago looking for a couple pairs of boots I found online. I couldn’t find them anywhere in the store. So I searched and searched for someone to help me find them. I ended up having to go into another department. The lady I approached seemed very annoyed that I would dare ask her for assistance. «I don’t normally leave my department». I ended up leaving without buying anything. As a business owner myself, I know how difficult it is to find decent people at this level of employment. But still, this needs to be put out there none the less.

Buyer beware! Sears does not stand behind their Kenmore products. We are a family of five with a washing machine that is under 1 year old. The washer just stopped one day and would not turn on or respond. We called for service on November 23^rd and received confirmation that a technician would be out on December 4^th for repair. The repairman did not have the correct parts, so he had to put in an order. Fast forward to December 16^th and the washer is still not repaired after another service call was unsuccessful. I called to ask about the parts and was told that they were on back order and it will be awhile longer. I asked to speak to a supervisor so that I could request a replacement or loaner and then was put on hold and eventually hung up on. I have been told that they require four attempts at repair. I am actually fine with that. I am not fine with those attempts stretching out over a one month period. Come on Sears — Do the right thing!

DO NOT USE THIS COMPANY, all the reviews can’t be wrong. A freezer repair that turned into a 2 week ordeal. Guy came on a Friday, ordered part needed, overnighted to our house on Saturday and was supposed to be back before noon on Monday. I guess we should have clarified which Monday. Still no follow up and endless hours on the phone. Opened BBB complaint and was instructed to first contact by email their corporate office, I did and have 7 responses that not one was read by the other person. One offered 20% off and the next one said since I didn’t have a service contract with Sears, I would have to pay full price, which they already took my money. Most frustrating experience of my life and still no resolve. I see why the only thing Sears is in the new for is how many locations are closing. Save time and money and go with someone else.

As of this 8:06 this morning, I was on the phone and at the mercy of Sears Customer Service, in an effort on trying to place service at my address. The initial appointment was set up as of 7÷26÷15. I received a call from a Sears Customer Service Representative around a time of 8:06 AM, 7÷27÷15. By default, the call, whether incoming or outgoing, will automatically go to the sales department which is also Customer Service. While on the call, (Representative was a female with an accent) several times I had to repeat my name, address, and telephone number. I told them to please repeat all my information back to me, which the Sears Customer Service Representative somehow managed to mess up. Not only this, but the call was so bad, that I have spelled and annunciated and individually spelled out, my name and address and telephone number which they still managed to get wrong. When I told them I wished to be transferred to a Supervisor, which also took a long time, they still tried to help me even when I demanded to speak to a supervisor several times during the conversation. Also when calling in and even at the beginning of the call where I informed them as to the reason why I was calling, they respond back with the question as to «WHAT WAS THE REASON FOR MY CALL», however, when calling in I initially informed them as to what I was calling in for. I’m shocked and disappointed as to how much time I lost while being on this call regarding an appointment I made as of 7÷26÷15 online, and by the level of customer service that I experienced while being on this call while trying to initiate service. I’m writing this complaint today in order to let everyone know what has happened so that it doesn’t happen to anyone else and in hopes of Sears improving on their ability in an effort to provide good customer service. Also to Sears, if you are reading this complaint right now, you might want to take the time to look at your processes and how you as a company conduct business with the general public. In several case studies I have read, a majority of your complaints center around your operations and customer service. If I were an Executive VP or even a Director of Operations, I would completely over haul the Customer Service Department and examine the processes with respect to the Customer Service Department for Sears in order to insure «GOOD CUSTOMER SERVICE» which will insure positive bottom line with respect to financials. A good bottom line, begins with Good Customer Service.
Thank You
Max Jackson

We called customer service dept. for service on dishwasher purchased from Sears. we were given a date 3 weeks later on July 3^rd… on July 3^rd., we got a message that the repair man was ill and it was up to us to call Sears back to reschedule… when I did this I was told I could not get appt again until the 17^th of July in spite of having already waited 3 weeks and it not being our fault that no one showed up. was told dispatch would contact us if sooner appt was available… no call back and when I called again on the 6^th and asked to speak to supervisor about this issue was put on hold for 20 min. And then hung up on. I am about to talk to store manager to see if any relief. this repair center does not appear to have anyone in charge.

Sears used to be THE place! Of course, that was almost 40 years ago! I used to love getting the Sears Catalog at Christmas and spending hours going through it circling all the things Santa could bring me! Ahhhh… another American icon that has come tumbling down.
I guess Sears is still known for its Craftsman Tools, but I really don’t know how they are in business. Of course, this location is in a failing mall that really creeps you out with all the super, low-​end borderline bizarre shops and the ghost town feel of a vacant mall.
My issues with Sears stem from 3 things: 1) customer service STINKS; 2) Failed execution of things such as Buy Online, Pick Up in Store; 3) False information — «Available In Store» and then you arrive and they say, we only sell that online. #Uhg!

Picking up a product I purchased online was painful. Scan this, type in this, have the correct card, now swipe it again. And Sears wonders why no one shops there anymore? Whatever happened to old-​fashioned customer service? They might have great appliances but trying to get one is like jumping through hoops of fire. The only redeeming part was the young man who was very polite, very courteous and brought the item out to my car. There’s too many places to buy small appliances… I will not be back.

HORRIBLE. 1−½ hours to schedule service; 4 hours waiting for no-​show. 1 hour online, on-​hold, talking to phone rep who ended up unable provide any help. SEARS DESERVES TO GO BANKRUPT. WORTHLESS DINOSAUR.
Took 1−½ hours and a huge hassle to schedule dishwasher repair appt. (see detail below). Finally appt scheduled for 2 days later. Day before appt., received on answering machine an automated call from Sears confirming the appt., for 4 hour window between 8 a.m. & noon the next day, and confirming that the tech would call before he came (had provided both my home no. & daughter’s home no. as back-​up/​alt. in case for any reason tech couldn’t reach me).
Day of appt., no one called (either me or my daughter) and no one came. Just left me cooling my heels for over 4 hours. When I called in to inquire, was left on hold for 20 minutes by first guy, then someone else came on the line who knew nothing about my appt. & I started over with him. All he could tell me was that my appointment «had been rescheduled» to a 4 hour afternoon window 4 days later — WHAT? WITHOUT CALLING OR CLEARING WITH ME? AFTER STANDING ME UP WITH NO CALL, NO SHOW? Completely ABSURD.
NOTE: All of these calls go through a «national» service call service — nothing is local, no one calls the techs or is otherwise in any kind of direct communication. Just each rep entering a little data into a central system. No way for customer to contact anyone who has any real clue what is going on.
Scheduling: took 3 attempts, via telephone (aborted after 20 minutes on the phone, bc «system went down»), via online chat (AGAIN aborted after 20 minutes of typing, bc «scheduler went down»), then ANOTHER 20 minutes on telephone, including repeated attempts to sell me various extended warranties (unfortunately I have FIVE very expensive, very lousy Kenmore Elite appliances, each around 4 years old — have already had to replace the very expensive, very lousy washing machine — NOT HAPPY AT ALL).
So still no help on my $ 1500 Kenmore «Elite» UltraWash w «QuietControl» — that does nothing but leave my dishes a HORRIBLE mess — MUCH dirtier than when put in — and I pre-​wash EVERYTHING — I have never relied on the claims that there’s no need to scrape, pre-​rinse or pre-​wash dishes.
ABSOLUTELY NOTHING BUT A VERY EXPENSIVE PIECE OF JUNK. WILL NEVER BUY ANYTHING FROM SEARS again. Bunch of incredibly rude blithering morons. At LEAST I didn’t fall for buying one of the «extended warranties» they repeatedly tried so hard to shove down my throat — so I’m not married to their HORRIBLE SERVICE as well as their HORRIBLE PRODUCTS.
SHAME ON SEARS. A company that has obviously lasted way too long.

my appointment was scheduled today from 12:00pm to 5:00pm, however after my complaint today, they advised be that is was suppose to be for 1:00pm to 5:00pm. Anyways, they called me today to advised me that they have to cancel my appointment and reschedule because the technician was sick, its amazing to see that other complaints on Unilocal mentioned the exact same thing. They called me at 12:42pm…really? Even better, they said that iI live in an area where they can not accommodate for another technician to come out and the next available appointment is 6 days away. wow! This is by far the worst customer service I have ever experienced, I have family that works for Sears… so I always try to support Sears any way I can, by mostly purchasing my appliances, tools, and other items… but that stops today. I will never support Sears again, I will take my money elsewhere and recommend everyone else to do the same. Horrible customer service… especially when in today’s market… that’s the only thing that differentiates company’s. Very disappointed… Sears just lost a very very good customer and supporter!

Man this place is lacking. Thought we could take something off our list and get new bedsheets here, wrong, their selection is not even a third of any other store and to me their pretty pricey for a place that no one shops. I won’t be coming back because there is certainly nothing here I will ever need.

I normally don’t review retail stores but this is my first time picking up a item I bought online for store pick up here and the service was excellent. This sears is far away from my house but I don’t like the customer service at the sears in irving just a stones throw away from me. Sears has a policy where if they take longer than 5 minutes to give you the item you ordered then they give you a coupon for a small discount. I’ve waited on average ten minutes at other sears and they never even offered a coupon. The last time I went to the store in Irving I waited and waited for about fifteen minutes before someone told me it would take longernto find my item. Here I was helped by jose in and out in 6 minutes and he gave me a coupon for the wait. Restored my faith in Sears… It made my day I was about to hug and kiss jose but he ran off. Maybe next time

This company is the most crooked company I’ve ever worked with. I have been fighting them for a refund for eight months and NO ONE can ever help. Their customer service agents, on the whole, are nice, but totally ineffectual. I have wasted hour of my life retelling the same information every single call and never getting helped. Third Party Billing Solutions is also a major FAIL. Never get anything done with Sears.

2.5 hours late. Never called. No explanation or apology. Did not bring the needed part. Wanted to charge $ 45 more for the part than I can get from sears online plus $ 79 service charge plus $ 179 for the 15 minutes work to install. I will do it myself. These guys have no right to have an attitude. After all — they’re SEARS, a company that is struggling to stay alive.

worst ever, stay away at all cost… missed appointment by 3.5 hours and didn’t call to inform. then they would continue to call daily to setup a new appointment continually until you call yo cancel. was on hold for 40 minutes before i could get some to cancel
Oh ya, you can cancel online, but you cant cancel online

Love my KitchenAid products, hate Sears tech service.
On my first appt, i got a call in the 4^th hour of waiting (they gave me a 5 hour window) to be told the technician was sick.
I was rescheduled for the next day.
On my second appt, the technician was a no show and when I called Sears they told me the technician stopped by our home but no one answered the door. What nonsense — my husband and I were home all day and never left the house. The technician also said he called our phones. Amazing — no calls logged on our phones and no messages!
We spoke to a supervisor and were rescheduled to today.
Today is our 3^rd appt — it’s now the 4^th hour, I just called Sears and they told me the supervisor did not log the appt and no technician is scheduled to show up at our home today!

I’m normally at Sears for the tools. They’re not the best tools you can get, but they do have a very good selection, a great warranty and they’re very affordable compared to professional grade tools (Snap-​on, MAC, Matco, etc.). So I bought some tools online and one of the tools was only available at Valley View, so I made the trek out there and went to the kiosk, put in my name and swiped my credit card. A couple minutes later, a guy comes out and calls my last name and says, «They pulled the wrong part, you bought the 3″ socket extension, this one is a 6.» So we go to the tool racks and we look for what I want and we find an empty hook.
«That’s not right. They didn’t even pull the right part and we don’t have any on the wall. Let me find out what happened.»
So he goes off and comes back again with a 52″ plasma TV. Sweet. He’s going to replace my $ 7 socket extension with a TV!
«I still need to track down what happened.»
Finally another 5 minutes pass and he comes back and says, «You need to talk to the guy in the blue sweater. He’ll know what to do.»
So I walk over there and hand him the part they pulled, «I ordered a 3″ extension, but they pulled a 6″. There aren’t any on the wall, except for those that are part of a set. Can you break up the set?»
«Sure.»
So he gives me what I need and off I go.
Of course, this whole procedure should have only lasted the first 5 minutes, but it ended up being about 20 minutes.
Sears-​iously, get your act together. This is why your looking down the double barrel bankruptcy shotgun.

For being in Valley View, this place isn’t too bad. They have nice electronics and tools sections. The staff in those sections are a little pushy, though — they want their commission.
As for the clothes areas, you can find some pretty good deals. My hubby got a nice peacoat for $ 60. It was normally $ 175. Not too shabby!