Reviews

Ordered a part, said it was in stock and when it never showed went on back order. Tried to cancel the order and get a refund and I kept getting the run around by the overseas call center that is hard to understand. It's going on 3+ weeks and I still don't have my order cancelled and refund. How is this company still in business.

My parents bought a brand new Kenmore Elite refrigerator from sears in Aug of 2020. They paid $1356 for it. Two weeks ago it stopped cooling. Today Sears came out to take a look at it and said its the control board. Sorry it is not covered under warranty. It will be $1300 to fix!! Excuse me???? this refrigerator isnt even 5years old yet. My father being 85yrs old, I told him I would call Kenmore myself and see what I could do. Kenmore said to me " It doesnt surprise me. In 2020 they were using parts that were not up to par" so I said you're used to seeing this and he said "well that is what this department was made for. " Ok so Sears, and Kenmore are ok with stealing thousands of dollars from consumers with false promises that their appilances will last ***** years when, in fact they know they will only last 4yrs if your lucky!!!! REMEBER They have a department set up for our phone calls and complaints, but they don't care!****

Repair services and follow up on multiple appliances with extended warranties have been neglect. Scheduled appointments have been "no shows" with no communication.

My deceased husband and I have always carried warranties on our appliances from Sears. After my husbands passing, I couldnt afford the current warranties we had so I chose to get a new warranty with Sears to cover my refrigerator. In 2023 my refrigerator began freezing everything inside. I had to throw all foods, fruits and vegetables away. I called an had a technician from Sears to come out, and was informed the condenser was shot and to order a replacement refrigerator. I have now received three separate authorization order number values at $2,500.00 for a replacement refrigerator. This last replacement was to be delivered on March 3, 2025. But again, I have now received three replacement refrigerator and still having to throw all foods into the trash. Trying to talk to a live person is virtually impossible, and if I get to talk to someone they have such a strong accent, I can barely understand what they are saying. This is such discouraging to me spending money to feed myself, when most of it freezes in my refrigerator and I am throwing money down the drain; considering the cost of food now. I paid for a warranty with my hard earned money and would like for Sears to honor their part of the deal. C, ****

I had a Sears Technician to come out and service my over the stove microwave on January 3, 2025. He said I needed two parts, so we ordered them that day. They came in a week later than I was scheduled for two appointments in January they did not come out. They had an excuse. Their excuse was due to un controllable circumstances. finally on February 1 a technician was scheduled to come out he called me and said I needed another part for the microwave he said if he came out and put the other two parts in without the third part, it blow it again so we order the part over the phone then I had three appointments after that that were canceled by them due to uncontrolled circumstances I had another appointment on March 1 same thing happen I never got the part that was ordered on February 1 and I have called Sears home service department. They dont know where the part is, but I was charged for the part I will never ever buy anything else from Sears. Its not worth the hassle ****** ************.

HORRIBLE SERVICE I have had a horrible time trying to get my range fixed. The technician showed up without parts, ordered the parts, then didn't show for the follow up. When I asked about scheduling an appointment to fix the range since no one showed, they pushed the repair out a month!! You can't get service when you call. It is all the automated system or people who can't help. When trying to speak to someone about this, I was sent on a wild goose ***** and was never able to connect with someone.

Though the technicians who came out to fix my refrigerator were nice and effective, the process of getting appointments was tiresome and troubling. They missed an appointment time because they got over booked. When you have to book a full 4 hours and then they miss that window, that should be on them to reschedule in a smaller window or refund the deposit. . I called and complained but the person on the phone could not address this complaint and shared there was no one to contact who could address this complaint. I either needed to just **** up the deposit i had made or reschedule in another four hour block that might also be missed. There was no way of actually talking to anyone to address the problem. It is not acceptable to have a completely impenetrable system for customer problems--especially after a customer has already paid, and the company broke its promise. I am grateful the issue wasn't even worse. I will definitely not use this repair service again.

Service for Oven took over a month. Washing machine they have been out three times and still have to order another part that they had already replaced in the three times they have been here. Each time it takes almost 2 weeks to get part and then get a tech rescheduled to come back. They have rebuilt it and will now be almost 6 weeks without one and wait for more parts. I have a contract and they are supposed to fix or replace. The service technician understands my frustration. He has had to beat this machine apart in order to put the necessary parts they ordered on it. When I called the service contract office they want to say my machine is now rusted, Technician stated it is not the top is discolored due to being in outside enclosed laundry room and why would you work on a machine that is and replace all the parts. Whoever the service manager for the Jacksonville locations needs to be confronted about the service they are providing and how they treat their employee. DO NOT BUY A SERVICE CONTRACT IT IS A SCAM UNLESS YOU WANT TO WAIT FOREVER FOR REPAIRS AND BAD CUSTOMER SERVICE.

Don't even waste your time with Sears Home Services - seriously, save yourself the headache and just go with someone else. I scheduled a service appointment for a dishwasher and ice machine repair. Took me 30 min on the phone just to get the appointment set (during which time, I stated the service address TWICE). The next day, I get a confirmation notice with the wrong address listed. I try to reach someone by phone, but it just routes you around and around in an automated menu. The confirmation claimed I could edit the service address via chat - tried that and got the same runaround by the chat bot. Called again the next day and finally got a person who told me that the appointment would need to be cancelled in order to update the address. What?? Convinced them to keep the appointment and send a message to the dispatch with the correct address. Few hours later, got an appointment rescheduled notice for the next day (not going to work as I already took time off to be there for the original appointment). Called again and went round and round with the person who basically said that my appointment must be rescheduled because I gave the wrong address despite me giving the accurate address twice and then calling back and giving it again! At that point, I canceled the appointment and went with a different company. Oh, and the cancellation confirmation? Still listing the wrong address. If they can't even get an address correct, do you really want them repairing your appliances?

They don't honor their customers, I have been waiting on them to replace a refrigerator since November 7, 2024 I have call every week since then keep telling me that it in the negotiations department call back in 5 business day and they will email, I haven't got not one email and they been ordering part for my other refrigerator and make appointment and keep canceling, my refrigerator was making ice and giving water now it's not doing nether all they do lie about my refrigerator but they take the 100.00 deposit out before making a appointment I want both of my refrigerator fixed and stop taking money from people and fixing the appliances I want every dime back from they scamming butt, Don't be fooled like I have save your money they are scamming everyone. Mary Brooks Meridian MS.