161 Big Elk Mall Reviews

Aziz never arrived to my home. Called late in the day to ask for model and manufacture date and said he needed to order parts. I feel that call should have happened when the claim was made. So I sat home all day waiting for a repair that obviously was not going to happen. Sears dropped the ball on this one

This experience was terrible. The problem was not fixed. I was told there was no issue and as soon as the man left the same issues began. And I spent $139!! The man was nice enough but ineffective in solving the problem.

Technician was very professional and pleasant BUT couldn’t do any work because you guys entered the wrong fridge and DO NOT ANSWER the phone not from me or even from your own technicians! So no work was done!!!!! I’m about to cancel my subscription I pay quite a bit of $$$ every month and when I need help it’s so hard to get through a human to fix the error. Bow my fridge is not fixed! And I paid for services NOT DONE!!!!Hate this AI bs not acceptable when you can not get through to fix a problem

He refuse to repair . Refuse to take a check.

This was one of the worst experiences I’ve had with a repair company. I was given an arrival window of 8am to 3pm and they arrived approximately 5:20pm. The tech showed up in a black SUV with nothing to indicate he was from Sears. I asked for an ID and he shows his drivers license. When I asked him how do I know you work for Sears, he unzipped his coat and revealed a dinghy blue shirt with a Sears logo on it. In today’s crazy times Sears needs to do better with imported things like that! The gentleman came in started the dryer and asked me 3 times what was the problem with the dryer. After I told him that it was getting the error code D80 and I read that the problem could cause a fire. He says “if you use it, use the manual timed dry time”. I thought he was crazy. Needless to say I still have a broken dryer after the 10 minutes and $125.00 later.

Our technician DID NOT come to our house during our scheduled appointment time. We had waited two weeks for a rep to come here. We called on 10/31/2025 and scheduled for today. So what happened? Well, we can’t get in touch with anyone at Sears- they have AI which is suppose to help. But, Samantha, the AI assistant couldn’t find my cell number or my order number. (?). We called Choice Home Warranty to say the tech did not come. Upon further conversation, The Warranty company said the scheduled tech cancelled us saying he does not work on oil furnaces. We DO NOT have an oil furnace and The Warranty company confirmed that they had the right information on their notes. They confirmed we have gas. For Sh**** and Giggles- Let’s say we do have oil…. Couldn’t Sears or the technician call us to inquire or let us know a lot sooner they couldn’t come? We could have talked about it. They can’t call? How about a text? They could have sent an email- they could have done a lot better besides a no show. Oh- and Guess how we learned the tech wasn’t coming? We received a text to “rate our experience”. Sears doesn’t deserve the one star that I rated them. If I could leave a negative star balance, I would due to the of lack of core values…. Putting yourself in someone else’s shoes. So now, fast forward to yet another call or email to Choice saying that we have to start this two week holding process all over again. I am livid! My husband rearranged his schedule to be home to greet the tech. This is not right and highly disrespectful to not show up- you shouldn’t treat people like this. My husband and I will continue to bundle up with blankets and sweaters and HOPE that we get some sort of heat sooner rather than later. BTW- I started writing this review while I really cold, tired, and frustrated. But since I did calm down, I still feel the same way. It’s just poor customer service. Update: Received a reply saying to call service number- I did and that’s when I met Samantha the AI CSR bot.

Our technician that diagnosed and did the repair was great! On the other hand, Sears customer service is absolute trash. No wonder they’re nearly out of business. Rescheduled 8 times, several times without any coordination or heads up. First reason being because parts weren't going to arrive on time, which wasn't true at all. The projected date of parts arrival was always the day before the day before the actual service. Second time I was supposedly meant to get a text before the technician arrived which didn't happen. Their window is an ENTIRE day, how am i supposed to manage that with no heads up. I had to leave and expected an update, but never got one. Next thing you know the tech is “Sorry we missed you.” Finally got a different tech and troubleshot the washer, ordered a part and scheduled another repair time. This entire process took a month, the customer service is entirely automated to hell and i only ever got through to an actual person sitting in a customer service pit in India once. Customer Service is utterly embarrassing and would never use them again. Only reason I did was because of a free home warranty from the previous home owners.

I had scheduled an appointment twice and they canceled each time. When you call yiuvget a AI assistant no one is there to help. This is a scam. Do not use

Do not use their diagnostic services—they are the worst and completely dishonest. I paid $139 for a diagnostic on my stove, and the technician assured me I would receive a report within a few hours. That never happened. I specifically told the technician I needed the report with pricing for my warranty company, and he said all the information would be included. Since then, I have spoken to about 10 incompetent representatives, each giving me a different answer about when I would receive my report. First, I was told a few hours, then 48 hours, then 5 days, then 3 days. It’s 2025—why can’t a report be provided to the customer immediately? To make matters worse, instead of delivering my report, they had two salespeople call me trying to sell their warranty! I still don’t have my report or a working stove. Who can I call to actually get this resolved? DON’T USE THEM!!!