Springfield, United States
2825 S Glenstone Ave Suite 500
$$
+14174237425
N/A
The service did not take place on 12/17/2020. Technician called and explained that he does not feel comfortable with Sears and would like to get more clarification from Sears before he comes. (He's wondering why a broken dishwasher diagnosed by another technician previously requires same diagnose again 5 months later today?) Long story short, after multiple calls and at least 15 hours waiting on the phone accumulatively since July 2020, we did not receive any call back from Sears and no repair or replacement happened. They surely can do better than that and we question the value that comes with Sears Protection Agreement.
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Sears needs to update their store hours and locations on Google. I drove 40 miles round trip after nobody answered the phone. I wanted to talk to someone about refrigerator parts and possible repair. Google showed a store open at a mall in a city with a population of 200,000. The store was abandoned. I called from the parking lot and got through to a rep working from home. She informed me the store was closed and that the only repair stores that were open in the entire state were in small towns hours away.
This was a warranty repair on a dryer. The service overall took about 2 weeks. Thankfully the dryer was still functional, just making a horrendous noise, so the 2 week repair time was bearable. The repair itself was great. Sent a fellow out to inspect and figure out which part(s) needed, then after they arrived he came out and replaced them. Diagnosed correctly on the first try.
Sears was called on Oct 6th to repair my oven, which consisted only of replacing the lower bake element. As of today, Nov 19th, it's still not fixed. Sears says the part is backordered. But I was able to order the part and had it at my home in 2 days. I've tried calling somewhere around 4-6 times to ask them to please come and install the part but that hasn't worked. Either I'm told they cannot change the status of my repair from \waiting for part\ to \waiting for install\ or I've been told they changed the status and someone will be there in @5 days, so I wait until that day and that 4-hour window only to find that no one is coming bc my status is \backordered part.\ Major failure on Sears' part and unfortunately I will never use them again. I'll have to hire out a handyman for the repair. It's a shame bc I have a home warranty plan and I've paid Sears their service fee already, which includes the cost of the part. I've had no choice but to pay for the part out of my own pocket (Thanksgiving is coming so I can no longer wait). I find it impossible to believe that a large business like Sears cannot manage to secure the bake element in all these weeks, yet I managed to do it in less than an hour and had the element at my house in two days. Again, very disappointed in Sears. I grew up going there as a kid and it's tough seeing them struggle as a company and I'd love to support them but this experience has ruined that.
Service rep came out to my house and ordered a part.. Said it would be shipped within 2 weeks. 3 weeks later called to check status. Told it was on back order with no fulfill date. No effort was made by Sears to advise me of the status, just left dangling in the wind. While on hold with Sears, I found the part online and ordered it to be shipped same day. Have been on hold for over 1 hour trying to get a refund. Would not recommend based on service I have received. Have been transferred around at least 3 times and disconnected twice while trying to obtain refund. Cannot rate lower that 1 star or else I would. Was told I would receive my refund within 5-7 business days. Called back 10 business days later and was now told that it would be a minimum of 14 -21 business days. Were unwilling to escalate my inquiry to manager and were very RUDE. Overall I would rate them as worthless!!!
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