SEARS

Poor customer service. Extremely slow installation.

It was a pain in the rear end, but it had to be replaced. It was an defect in the company, that made the washer. It wasn't very old, and I wasn't thrilled that I had to replace it. They are fine. Most everything is online, and they are very efficient.

They had to come back and redo it but they still messed up. I had to go to the Better Business Bureau before they could come back out again. I wrote a complaint on them. The floor still buckled. I would never use them again.

I love them. There were no issues at all. The price was good. I've been dealing with them for over 40 years. Their responsiveness was good. Their professionalism was very good.

The countertops in my kitchen were excellent. The professionalism of the workers and quality of work on the tiled floors was awful.  The tile guys scratched my hardwood floors during the moving of the furniture. They tracked grout all over my porch. They washed their tools on the spigot on the side of the house and left an awful maroon mud puddle. They didn't put the toilet back correctly and had to come back. They left gaps all around my floor too and didn't seem like they had time to finish the job. The work took about a month to complete.  From March 21st of 2013 to April 20th of 2013. The communication between us & Sears was nonexistant.  We tried talking to Sears about what was going on, but because they're always changing employees, we couldn't pinpoint someone to take responsibility.

I took off 4 hours work and lost 4 hours pay for a repair tech to come over between1 and 4 PM. At 4:15 PM. The appointment was scheduled two weeks ago.
Nobody from Sears called me to say he would be late.  I called the 1-800 number. I got the runaround and was passed along before I was told the tech called my only phone at 12:08 PM, got no answer, but wanted to tell me he wouldn't show because he was sick. My smart phone notifies me of any incoming calls. There were none. No supervisor bothered to follow up to make sure I got the message.
I was disconnected on the phone (the operator who spoke English badly claimed he couldn't hear me), so I called back. THIS time the operator ( a different one who spoke English even worse) said the tech is running late and would be at my house shortly. Really? So I had the operator reread the notes. Oh yeah, it says he's not coming. Really? So why did the second operator lie to me and say someone was coming?
I insisted I never got a call. I told him my phone documents all incoming calls. I said the Sears tech should have left an actual voice message. He misdialed. Or he told his supervisor but never called me. I said Sears should have followed up with another call (I don't believe the first call ever took place) and sent someone else out.
The operator said for me to reschedule. I said I can't for another month due to scheduling at my work. By that time I will be out of warranty. Sears said they would honor the warranty? Really? Why should I believe an operator who just lied to me about someone was running late and would be here shortly? He insisted several times I reschedule now. I nsisted I cannot until I check my work schedule first which I couldn't right now because I was at work. He said if I cancel the appointment now and reschedule later, they will not honor the warranty. I said Sears already cancelled the appointment when they no-called, no-showed. The phone rang while I was on the phone. After I gently told the operator with whom I was getting nowhere that I had to hang up, I did. I checked my incoming call. It was 4:28, and a recorded message from Sears telling me no one was coming to my house today.

Time scheduled was different from what they originally told us it would be, but was not off by much.

My mother had a "Premium service contract" with Sears for twenty plus years and on 5 July 2012 her home a/c unit quit working.  She called daily to Sears telling them that she was elderly and that it was an emergency situation that she get her a/c repaired only to be put off and told that the earliest they could get someone out was 11 July.  She asked if she could get another company to come and fix it but was told that doing so would nullify her warranty.  Well in the early morning on 11July my mother passed away and I beleive that was due in large part to Sears not coming and fixing her a/c in a timely manner.  Ironically, just as they had  taken my mother away in the ambulance, the Sears repairman came knocking on the door!  They soon left because no one answered the door.  After dealing with my mother's passing I tried to get them back out to the house to repair the a/c unit and was told that the earliest would be 27 July, I then told them that I beleived them to br complicit in  my mother's death and that my insulin dependent brother lived in the house and that he wasn't doing well. So they "escalated' the request  to a higher authority and wallah they had somebody at the house within an hour.  Well they inspected the unit and found that the compressor was frozen and that it was on back order.  Here it is !0 August and they have yet to repair that a/c unit!!!!  I would hate to see what the non-premium service is like.  By the way, had I ordered a new a/c unit they told me thatthey would be there that day, but because it was warranty work they put her off until, unfortunately, she succumbed to the heat.  I was in Europe at the time all this was happening and didn't know about any of it until I got the call in Amsterdam that my mother had  passed.
This is an appalling story and I can't believe anyone would give this lousy business a dime!!!!!

I will never ever use Sears again I had the worst customer service experience with  them it was horrible. I ordered a washer and dryer for delivery. You pick a date and they are to call you the day before with the time frame. I took off work for the delivery and that day they never showed up so I called them and they said they were on customer 7 and I was number 11. I was upset because they didn't bother to call me then I had problems getting delivered on Saturday so I had to take tome off again for Monday. I was very upset about this. So I called the customer service and I of course was talking to someone in India again so I told them I wanted a time frame first thing in the morning or the last one in the evening. I told them I wanted a live person to call me not the recording. They said fine. So of  course it was the recording called me on Sunday and they gave  me a time frame of 2 in the afternoon which of  course wasn't what I wanted. They I got ahold of someone and they said they would try and get someone first thing in the morning and it ended  up being delivered like 3 in the  afternoon it was incredibly frustrating. I talked to them explained to them I had to miss two days of work and I had to argue with them for quite awhile to get them to compensate me. They finally ended up taking  the  delivery fee off  and gave me $100 in gift cards. Then when I got it in the mail it was for only $50 so I had to call them back and they said they didn't see any record of $100 gift cared so I said fine just come and pick up the washer and dryer then they gave me the other $50 gift card. It was a horrible experience.

See details above.

I think all that was wrong was a small wire needing repair -- still don't know, however.

I called them and was quoted a basic price to have them come out and if I agreed to charge my card for 190, everything would be included, labor and parts. So they came out and looked at the dryer and didn’t find anything wrong. Then they looked outside at the vent and said there was something in the vent that prevents the heat or vapor to get out. Then they said they don’t do that and said goodbye. So I called Sears and they said the diagnosis was right and there was nothing they could do. Not only did I go out in the rain and took out whatever was in the vent that was causing the problem, but the dryer still doesn’t work. My neighbor then took a look at my dryer and fixed the drum. So then I called them again for my fridge for the same $190 deal. Then he says the compressor doesn’t work, but you have to pay for the compressor because they only pay up to $500 and the compressor was $800. When he came out I told them to change the compressor, in the meantime he said he was going to work on my old compressor. I didn’t do anything until the guy came out, but asked why he was able to get my fridge to work even though my compressor is broken. So I asked him why I needed a new compressor and he said that it would need replaced eventually but said that I didn’t really need a new compressor. My refrigerator is working fine now and they were just totally dishonest. They refunded the money for the compressor I didn’t need, but luckily I put two and two together to make sure that I didn’t need to buy the compressor. On top of that they are more expensive than anything else on the market.

My experience was excellent. He did everything in a timely manner, he removed and took away the old microwave, and he made sure that he had located the studs so the microwave would hold. He explained what he was doing and he checked to make sure it was working before he left. He took all of the boxes and debris away so everything was left neat. I would use them again if I needed another appliance.