“The connection between the customer, the AI interface to customer support and technician is non-existent. I purchased a Repair Warranty last year and will not continue it. It was difficult to determine which website to use, how to submit a problem, then once you had accomplished that feat, getting Sears to keep the appointments it confirmed were nothing short of frustrating and even laughable. It see the Sears AI / repair center model as nothing short of an expensive scam as I, presently, am awaiting a technician to come to repair a covered appliance and have the repair parts in hand. This will be the 6th appointment for this install. There is money to be made for good service and if Sears had continued the good service I have had with their appliances since 1996 I would continue on with their warranty program. As it is now, it is nothing but a undependable waste of money and time.”
“James (carpet cleaner), was very professional. A great guy, who was very knowledgeable about carpet cleaning and conditioning. He was very efficient and offered very good suggestions to improve the cleaning and look of the carpet. I highly recommend James to anyone who needs their carpet cleaned.”
“Failed to keep appointment- no calls or explanation.i left negative feedback.
Received message to call them with number.
AI answered, and again blocked me from speaking with customer service, ie another failure. Horrible, go somewhere else.”
“Here's the number one problem as I observe all reviews and the automated replies. There's just no direct connection from consumer to an actual point of contact with Sears. Not even the responses to the reviews are a real person. They're AI generated.
I had an appointment window from 8 am to 5 pm and at 1:41 pm I received a text message canceling. Mind you, I had a friend (probably not so much anymore) house sit for me the entire day so I could go to work. Now the real headache begins. Trying to reach a live person at Sears, well, it's just not going to happen. After several attempts, and more of my time surrendered over to Sears, I was able to crack the code to a number that gave me a foreigner. He apologized, and assured me the problem would be escalated to a smaller window the next morning. Fast forward to me waiting the next morning with no notifications or tracking as he had assured me. I begin the journey of more calls, only to eventually be told by a foreigner that I had a window of 8 to 5. After I explained everything, we canceled that day's appointment and went back to the theory of the escalated shorter window for the following morning. Later that day I received a cancelation text at 1:35 pm to cancel that day's appointment, the one that the representative and I had already canceled in our conversation earlier that morning. Next morning, as I sit waiting for any notifications regarding the alleged appointment, nothing except for texts and emails telling me that I have already passed my appointment for the previous day, and I should reschedule. Yaass, Sears, I should hang on to the bars of your merry-go-round for some glimmer of an actual local to arrive, and from the sounds of other reviews, a whole new set of issues.
Step away from this carnival ride, folks.”
“We purchased a Sears Protect package and have been waiting for service on one of the 8 appliances we listed. Serviceman finally came out and broke something and won’t order the part. Their program is all robot and impossible to talk to a human. They canceled 2 of our scheduled appointments without reason. 3rd appointment is scheduled for June 24th. They give a 9 hour spread for show up time 8:00AM - 5:00 PM. on all appointments. Meaning we have to be home the whole day waiting for them with no way to call them.
Stay away from this company is my advice.”
“I wish I could give Sears home warranty program a -10. I called in May to request a repair for my washer. There is an awful phone tree to get through. I was given a date more than a month away which I found ridiculous! The rep told me that he was escalating the issue and someone would call me the next day to discuss a sooner service date. Two days later, no one had called. When I called back, I was told that the earliest date was June 9th. Still a month away. The service window is all day so I had to make sure someone was available which meant changing of schedules. On the service date, I got a text canceling the appointment. 😡
I called to reschedule. Again I was put off another month! July 9th this time. Completely unacceptable. I was told again that my case would be escalated and someone would call within 24 hours. It didn’t happen! I called today and was told that there is no sooner date because there was no technician available. I asked if I could find a professional repairman and they pick up the bill since they couldn’t get anyone here. Of course they said no. Their reasoning is that they have technicians who can perform the repair. APPARENTLY NOT!
At any rate, I canceled the appointment date AND the subscription because unfortunately this is not an isolated experience with this repair service. But it is the last one for me. Good riddance!”
“Extremely Disappointed with Sears Warranty Service I’ve had a Sears warranty for years, but my recent experience has been awful. I requested refrigerator repair at my St. Petersburg property in March—it’s now May 29th, and after three failed repair attempts and multiple part replacements, it still doesn’t work.
They scheduled a video technician today, but after an hour on hold, no one showed up. They refuse to replace the unit until a tech logs it as non-repairable. Even then, I’d wait 5+ days for a coupon, can only buy from Sears.com, and shipping takes up to two weeks.
I’ve lost food, time, and patience. If you can get a human they are very nice but the no show for appointments are very bad and I can’t be without a fridge for that long. I do not recommend Sears warranty service.”
“I needed warranty work on my Sears Kenmore range. A tech named Michael Granados came to my house initially to check my range and he had to order parts for it. I asked if he'd be doing the repair work and he said that it would be somebody else. Sears made 6 appointments for me that were cancelled by the tech for unknown reasons. I come to find out that a tech named Alonso Chavira was scheduled to come to my house several times but always cancelled. Sometimes at the very end of the day leaving me waiting all day for him and not able to do anything else. I was finally able to talk to somebody with Sears who helped me. Thank you Debra! I had a 7th appointment and Michael Granados showed up to put the new parts in. I am so grateful my range is finally fixed!!”
“Sears came out and reinstalled the wall microwave oven incorrectly. After repairing door switch. I called them to fix it and after 6 appointments where they sent installers without proper equipment, or cancelled installation for no reason. If you like poor workmanship and cancelled appointments, take a chance. They will never come in my home again.”
“Sears Home Services canceled on us THREE TIMES. We were without a refrigerator for over a month. Each time, they cancel they day of the repair and customer support can't help except reschedule. I'd avoid this company if you can.”
“our refrigerator broke and repair man came out and fixed it BUT 2 weeks later the refrigerator stopped working for the same reason. We scheduled a return repair which Sears cancelled by email we had to reschedule and 4 days later they again cancelled with no reason only an email. Tried to reach them during this whole time the AI SAID WE WERE NEVER SCHEDULED BUT WE HAVE EMAILS SHOWING WE DID . Very hard to find a number to speak to a person, finally did now they say we have to wait another 3 days for a person.”
“The company that does repairs for Sears in El Paso Tx sucks. I've had 5 technicians cancel 5 appointments I've made to get my range that is under warranty repaired. 5 different appointments. And I cannot call anybody because all the reps are AI caught up in a bad algorithm. I understand you are going out of business but that's no reason to ignore your customers.”
“Called for washer repair,I have protection agreement. Took 6 calls got hung up on 3 times. Finally got a human and he would only help me if I gave my checking acct number. I did not. Called again made appt with AI for today may7 and got an email for May 8 appt. I am DONE WITH SEARS AFTER PAYING OVER $2000 for protection agreement I want a refund!!!!!!!---”
“I have read so many reviews with people having trouble with Sears appliances. I am here to tell you not to buy ANYTHING from Sears . I ordered new wheels and casters for my old Sears wet vac. Turns out I'm not getting casters, ONLY wheels. After 2 weeks of notices of back order, (when initial order said "in stock") I was offered an option of canceling order and requesting refund . Three weeks and three communications later - I STILL have no refund - on a 3-5 business day promise of refund .”
“I bought home warranty with them in december and I am regretting it now .So much bad experience ,you have to call them so many times and if you have to replace anything then order comes really late and then again you have to reschedule your appointment .If you have plumbing services too then they hire third parties to do it and it is a mess too .You have to call them again and again to fix that.”
“I regret buying my appliances at Sears. Besides paying my warranty, I have to pay a $100 for the technician to come to my house. Four different appointments were made, where the tech did not show up. I always receive a text stating that the technician will not be able to make it. When I call sears. the agents/supervisors do not speak English very well. All they are able to do is apologize and make a new appointment. I then go through the same hassle again for the new appointment.”
“DON'T BUY THE SEARS WARRANTY - Sears no longer offers knowledgeable customer service, quality products, outstanding techs, and a stellar warranty. If you get a warranty, expect a monthly charge and a $100 fee every time the tech comes to service your appliance, usually after they reschedule you multiple times. Additionally, don't expect to get the same color, quality, or size if you need to replace your product. You should expect to get a runaround and shuffled from department to department; many departments don't have anyone to help you with your problem. After 40-plus years with Sears, they have lost another customer, and if I could I would rate the 0 out of 5 stars.”
