250 Granite St Reviews

Is it possible to leave no stars? I had a service appointment scheduled today between 1-5pm and no one showed, never even got a call to update me. Customers are expected to make the time, but Sears service techs can't be bothered to show up. Completely discourteous and unprofessional! TERRIBLE SERVICE and the escalation team also could not offer much of a resolution. When I called at 502pm, I was told that it was not yet 5 and I needed to wait. When asked how long, the service rep told me 'soon.'

After service call technician ordered parts said that they would be received and install 2 wks later. After waiting another 28 days and no eta on last part needed to complete the work order I finally canceled order & bought a new unit. Returned part 21 days ago and still waiting on my refund less the service call Charge of $110. I make daily calls to get a confirmation or transaction # for credit their representatives say was credited back to me 13 days ago. Finally got an email address from a rep yesterday to inquire on this supposed credit to my visa and still waiting.....

Very poor service. For 3 days me and my family were without hot water and they knew all along that they didn't carry hot water heaters anymore. We went down to Home Depot and purchased one and a family friend who's a plumber installed it. Sears isn't how they used to be. The long waits on the phone the shuffling around to different people. Will never recommend sears to anyone. Very poor service and sears has to pay for the inconvenience that me and my family faced. Their service has definately went downhill. Very poor service.

I have been waiting on a replacement part since October 2020. Two different repair companies have come to repair my microwave with no success. I am extremely disappointed with the service this time. I have been a customer of Sears for many many years. My parents were customers of Sears. I understand we are dealing with a Pandemic. However I have been dealing with incompetency . One rep told me the two other reps filled out the forms incorrectly which caused more delays. When will this nightmare end?

This time I had a microwave problem. Brought a Kenmore microwave less than two years ago and it failed. Took 6 weeks to repair, I guess due to replacement parts. The repairman told me that this type of microwave frequently breaks down. In fact, Kenmore no longer makes this model microwave. Afraid this is going to breakdown again in the near future.Once again, really disappointed with Sears Horrible. Worst ever. Purchased a hot water heater with full replacement warranty from Sears. It broke. Call Sears and was placed on hold several times for hours at a time. (One time over 7 hrs). They made promises to pay for all out of pocket expenses, then broke them, costing me over $700. Don't use Sears.

told what was wrong and the part they needed came without part and didn't know what to do

Gave a 9 hour appointment window. I took the day off work & no one came or reached out to me until an hour and a half after the appointment window to tell me someone would be arriving at 7 PM. Told them no, I wouldn’t be home & to not reschedule the appointment. I received a notification minutes later for a rescheduled appointment. Will not be using them.

We have had the worst experience with this repair service, just trying to get the refrigerator fixed. The initial visit was fine. Website gave us an accurate update of the technician arrival time, technician arrived as planned and quickly diagnosed the problem. After that it was all downhill. The parts were ordered and delivered but when the technician came out the next time to make the repair there was still some frost in the freezer so he refused to work on it. Mind you, the first technician said they could remove the frost. And it wasn’t much. In my youth I defrosted many a fridge with a heavy coat of ice- this was nothing. The guy just wanted to get home early. The third time their website said they would be here at 4:40 pm. Well they showed up at 12:53 with minimal warning and of course I was out. This is unacceptable. When I complained to the customer service (on chat btw bc it is nearly impossible to actually call them) all they could do was to schedule for tomorrow. We shall see. I will write an update based on what happens. Also during the chat, I was thrown into a chat room that was not mine - the customer service person was talking with someone else for a maintenance contract and asking for her credit card number. Luckily this person was smart and unwilling to provide it in the chat bc I could see everything they were saying. The site is not secure in the least. Do not give important info in the chat!!! Update- they came today (after missing us yesterday). The website said they were coming at 4 pm and they showed at 8:24 am. Luckily we had not gone out. And there was no notification- no text or anything as they promise. The fridge was repaired. The technician was ok. But what a headache it was going through all this. I would not use them again. Totally unprofessional and unreliable.

All I can say is disappointing