1 Chesterfield Mall Reviews

Husband had a tech come out to see about fixing our icemaker. He said he had never seen a Whirlpool like ours before. Turned down the temp to see if it just froze up and ordered us a new icemaker and charged us for it and the repair said if it fixes itself that we could get a refund. We kept our appt so they could come get the part. He got a text about the refund that no longer has an active link. It’s been almost a full two weeks and we still haven’t got our refund. They even took the part back because they “purchased it back from us.”

Byron was transparent, very knowledgeable and really helpful. He was also friendly and enjoyable to interact with. BYRON WAS EASILY 5 STARS! ***** HOWEVER....THE CUSTOMER SERVICE System is frustrating and outrageous. I will NEVER use Sears Repair Service by choice. N.E.V.E.R. I'm stuck with it for now through the home warrenty, but I would NEVER PAY to have such terrible support and service. Someone from SEARS: PLEASE CALL ME. You really need to hear about my frustrating experience so you can make improvements. I needed a part. Before the part arrived, the system set up a 2nd appointment and I foolishly believed the tech (not Byron) had tbe part, but he didn't even know that someone else had already been here to assess the appliance. SO, it was a complete waste for me to have sat here all day from 7am to late afternoon, waiting for a tech only to find out.He was unable to do any repairs. Then The part was mailed to me. The system created a third appointment. I changed my schedule to accommodate this THIRD appointment. At 5:05AM the system canceled my appointment and said it was because I needed a part, not knowing that I had the part here at my home. I quickly called the stupid bot to remind the system I had the part. The system rescheduled the appointment . Well, I waited 7am to 7pm. System sad to expect the tech at about two but NOBODY. EVER. ARRIVED. So i called the stupid AI Bot again to remind.the system I had the part and had waited all day and to ask for another appointment...and thus my FOURTH appointment was set by the system. I sent a message to the warranty company asking them to find a different repair company because I realized I was caught in a loop that the AI Bot could not solve....( big surprise my 4th appointment had been canceled and rescheduled for a week later) BUT then the system created a fifth appointment???? My warrenty company had started a NEW TICKET with SEARS. I was sure I was going to be canceled again , but I wasn't....Byron called me and said that I was on his schedule, but he couldn't come because the visit was submitted as a new ticket. What? Another error in the system? When I shared the whole story , he was able to call his boss (WOW....A REAL PERSON!) to clear it all up. He permission to do the repair. He came and did the repair. But had he not called, i don't think I would have ever had an actual appointment kept... N.E.V.E.R. WILL I CHOOSE SEARS REPAIR. NEVER. They have great tecks.But the system is broken and impossible. I have many , many , many better things to do....

I am very unhappy with my experience. I sent in the error code when requesting a tech. He came to our home, was here 5 minutes and said he knew the LE code I put in the notes would be a high cost repair and quoted us twice the price of a new one. $129 for 5 min that could have been avoided. Not good business.

Don't ever use these people. they were really fast to come ou t and diagnose but now that I have the part they have rescheduled 6 times. Each time they give you a window of 7am to 4pm and throughout the day they keep updating the arrival time until at 4:00 they reschedule. I have now wasted 2 Saturdays, 2 Tuesday and 2 Thursday waiting for them to arrive. My washing machine is still broken and I have 0 confidence that they will EVER show up. When you call any of the phone numbers all you get is stupid Ai and there is not one prompt or phone number that will get you to an actual person. What a crock!@

Do not use this company. I waited all day for them to arrive. No communication from them The appointment arrival time kept moving back every hour. They never showed. Never called. Never reached out. Avoid this company at all costs. Unreliable and dishonest.

Andrew our tech didn’t even look at our appliance then told us to call whirlpool so I did and they said to have our tech let them know the parts need to be ordered to fix the appliance but I have no way of talking to anyone. So I have to wait even longer and have a service tech come back out for. 3rd time

Gregory was excellent, 5 stars. Your AI customer support is the worst customer support I have ever seen in my entire life! Five times your AI scheduled appointments to fix our dryer, Five times we waited all day for someone to show up. No one showed up, no one called, nothing! Five days we wasted waiting for service that you (not me) set up and then didn’t show up!! We called multiple times to escalate, your AI customer support would not allow us to talk to a real person. Totally unacceptable!!! You don’t deserve the one star I Had to give you in order to post this review!

Not a good fit to work with any of the home warranty.

This is the absolute worst customer service I have ever experienced. I purchased a Sears Home Warranty — a decision I deeply regret. My washer and dryer broke around the same time, and since then I’ve had 8+ service appointments canceled. When a technician finally showed up, they failed to properly inspect the dryer and only identified a broken belt, missing additional major issues. Since then, four more appointments have been canceled. When taking a look, It was noticed the motor was also broken. I contacted Sears to explain that the motor was also broken, they insisted yet another technician must come out to inspect — despite the fact that technicians don’t show up in the first place as they never came back to actually fix the issue. Getting help is nearly impossible. Everything is AI agents and automated systems. When I’ve used online chat, the representatives are rude, show zero empathy, and simply repeat the same canned responses. When I’ve managed to get someone on the phone, it’s no better. No one cares, and no one is actually doing anything to help. At this point, I am convinced I will never receive the service I paid for. I am actively in the process of reporting this company to the Better Business Bureau and the Attorney General’s Office. I am sure hoping they will be able to do something about it. Never buy a warranty through Sears. You will regret it. Honestly, avoid Sears altogether. This company has poor products and even worse service. I am now adding onto this review since Sears has responded to my review. My issue is still not resolved, and no one from Sears seems to care. Their response to me is to reach them online or by the phone number they provided. You cannot reach a real person, and after hours of attempts to finally get a real person on the phone, no one has any accountability and no one does anything to help. Everything about this company is garbage. Never consider doing business with them. You will regret it.

Not a great experience, tech did not even enter my home today. It was decided the unit had wiring issue even though it was tech last week who smoked the wiring and disconnected unit to avoid fire. I do not have heating