3099 28th St SE Reviews

Unable to actually talk with anyone in customer service. Your auto attendant is a joke

Avoid like the plague. I implore you, go with someone else. Anybody else. LG contracted Sears out for repairing my fridge for warranty service. It took roughly 5 weeks for the problem to be solved. I can excuse the time if communication was good from Sears - it was the opposite. It's extremely difficult to get a hold of anyone. Calling by phone only gives you the option of AI, and going thought chat wasn't much better. While you can get someone to chat with online, they are unable to provide anything resembling actual customer service. Only they were going to make it a priority (which I was told numerous times, never feeling like it was a priority). I was told for weeks the parts were on backorder, yet I could go to lgparts.com (the official site for LG parts and see the parts in stock). Nothing move forward until I got ahold of some escalation from LG and provided the original receipt. I was told some parts were not covered by the warranty, but they were able to push it through. Naturally, the parts magically were shipped after that. This leads me to believe it was never a backorder issue, but LG refusing to pay for certain parts, so Sears refused to move forward and lied to me. Also, their AI system on multiple occasions messed up the schedule. First appointment was missed by the technician (he said he never even knew I was on his route). Secondly, the repair was scheduled for March 18th, and their AI system automatically rescheduled for a week out due to a missing part not being delivered. I had all 4 parts, but their system had the same part listed twice now, which their AI system was unable to understand. I got ahold of them as soon as chat was available and then I was told they couldn't still come out the same day (due to their own fault). Thirdly, the next day the 19th when again they were supposed to repair it, I got a random message with no notice, good news, we moved your appointment up to a week later. Their AI system was still screwed up and I had to push hard for them to put me on the schedule that day. The tech did end up showing up that day and he is great, did a great job. Everything else around him was extremely poor. I feel bad he works for such an awful company. The actual technician was great, the problem was everything else around it.

I will never use sears for service again. The techs that came out were friendly but this whole process feels like a bait and switch. I ended up having to pay $119 diagnostic fee for something i already knew. They quoted me $1105 to fix a washer that was $899 brand new delivered. Nobody would pay that, and thats why they have this diagnostic fee. They just look at your appliance, quote you way to much then take your money and leave without having to do any work. I sent pictures to Sears before they arrived and accurate described what was needed.

Cancelled my appointment two days in a row. There will not be an opportunity for a third time.

Sears no longer hires humans. They only have AI agents. Why do I want to talk to an AI agent? I do NOT! I was calling to join the appliance program, but they no longer hire humans. Not loyal to humans. Only care about profit.

I'm glad some of the other reviewers had a good experience, but.. our issue with a dishwasher has been a disaster and the AI system has been so frustrating to deal with that I would like to punch it in the processor if that was possible. The technician was supposed to return a week later with parts for the repair, was a no-show, then when I called in the AI wanted me to reschedule for another week later. And the 'home protect' warranty is BS - they won't pay to replace anything, they just want to string people along with missed appointments while collecting the monthly fee. Save yourself time, money, and attention by calling a real person that does real repairs.

Didn't fix anything, tried to charge me 1200 for a 50 part and refused to work out any deal, so I was pretty much forced to pay 120 for this guy to come to my house do absolutely nothing and then refused to leave my house until he was paid, terrible service, i wouldn't recommend anyone use Sears, there's a reason their out of business

No way to talk to a human with that phone number. They just hang up on you when the robot can't help you. Don't use unless you want to waste so many hours of work that you could have just paid for a brand new one with all the lost hours. Terrible no show company.

Technician never came out after waiting 3 months without a working refrigerator was scheduled to come out for the 5th time called and said he couldn’t come out because he had other people refrigerator he needed to fix said he wasn’t working late because he had family in Indiana he had to visit and wasn’t going to miss that. I asked to speak with the manager he said he doesn’t have a manager that it’s all ran by AI and he didn’t know what to tell me overall very rude and disappointed in the customer service that was given.