1300 Southlake Mall Reviews

They never came

My service tech, Tony was great - very patient, but the freezer door, just like the fridge door has small rust spots all over it. You replaced the fridge door, but told me I would have to wait to order the freezer door when the fridge door was installed. That made no sense to me. I spent over 45 minutes on the phone with Customer Services while Tony was here trying to order the freezer door. No one seems to be able to order the freezer door replacement. A new fridge should not be getting rust spots all over the stainless steel in 30 days, 90 days a year or 5 years! This is defective. This is the 3rd tech to come out. I've spent way too many hours on this already and I still don't have a freezer door replacement! Kenmore NO more!!

Stay away from Sears Home Services. Horrible customer service. If you take protection agreement, it's nightmare to get earlier appointment. I've been waiting for a month for my Kenmore refrigerator to be fixed. They rescheduled it to again after a month. That will become 2 months. I had a very good opinion about SEARS. But not now. PLEASE STAY AWAY FROM THEM. Once you take protection agreemnt, you have to wait for months.

this repair experience was excellent. however, this visit was to repair a previously repaired part from November that was out of warranty. I had to pay $273.00 to have the same part repaired because the previous tech has simply rigged the previous repair and had not replaced the part. All of this was according to the tech who came out on this call. I am very displeased with the fact that the warranty repair was not done properly and I feel that the previous tech new that the warranty was running out in less than 2 months and that his rigged repair would make it 90 days through the winter.

I purchased a Kenmore Elite refrigerator less than a year ago. The refrigerator stopped working. I called Sears Repair Service and they told me that it would be 3 ½ weeks until they could get a serviceman out to my home. I was given a service window of between 8-5. No one ever came. It wasn’t until 6:45 pm that a serviceman came. He worked on my refrigerator for 2 hours. At the end, he told me that it would cool again within 24 hours. After 48 hours, I contacted Sears. I told them that nothing has changed. My $2300 refrigerator that is less than a year old has not worked in over a month! They told me that it would be an additional month before service could come out to my home. I am so frustrated. I can’t believe that Sears doesn’t stand behind their products!! What is the point of having a service contract if I have to wait 2 months to get things repaired? I simply want a quality refrigerator that works. If it can’t be repaired then it needs to be replaced!!!! I hate that I have to give this service 1 star!!

Very bad, I have used Sears for years my 1st sofa set over 35 yrs ago was with Sears and I have never, never received such bad service as I have just had. I will tell this to everyone I know that uses Sears. I paid over $200 to have my oven fix by your tech. Only for it to go back out in less than 2weeks later. The same tech came back and said it is another part which will cost me another $200. Why didn't he find out what was wrong the 1st time he was here. Now He wants me to spend over $400 total for repairs. I might as well buy a new one. Then my husband called to complain and after explaining the phone rep said oh I can help please hold,,another rep came on and said how may I help you. Why repeat again to a 2nd rep. My husband said I would like to speak to a supervisor the rep said Mr. Holland I am sorry but I just spoke to your rep and he is caught in traffic and will be there in a moment. Well Dam as your rep continue to LIE my husband stop him from continuing to LIE and told him the tech had already been here and gone. So mad my husband just hung up. My oven is still broke. You have a very very unhappy customer. And as your tech and phone rep represented you I sure Sears doesn't care about me either.

One of my worst customer service experiences ever. I had to take off three days of work to get my washer repaired because the scheduling department is unable to do their job correctly. My washing machine repair required two technicians, the first scheduled repair date only one of the two required techs was available due to over-scheduling. The second scheduled repair date no one showed up at all due to over-scheduling. The third visit was the charm. However, I was informed by the new repair technician the problem my washer had should have never been repaired under the maintenance agreement . He said it clearly states in black and white replace the customers washing machine. So not only did I have to take three days off of work and wait a month I never got the new washer I should have received!

The repairman did not fix the problem. I had to call back on Monday and another service person came and indicated that he had installed the part incorrectly.

The tech was Awesome, the appt window sucks. My first appointment was 8am-12pm, tech arrived after 3pm.