Sears Part and Service

Unfortunately Sears does not get it! It’s clear on why Sears is heading toward bankruptcy. Their Home Repair Service system is an absolute joke. They overbook their technicians each day thus it’s the luck of the draw if they will be able to drop by between the scheduled 4 hour window. If not, you sit and wait or reschedule for another day for a 4-​hour window. If they send a technician, that will be your last chance to ever speak to the same technician again because Sears home repair policy does not allow further contact. You sit and wait for another repair person to drop by your home to ask the question that the previous technician could have answered. Customer service is no longer Sears emphasis, it’s simply survivor mode until the inevitable bankruptcy. It’s unfortunate Sears doesn’t have the management to lead their company in a positive direction.

The Paa street parts center no longer takes calls. You have to call their mainland call center at 800−366−7278. They can check local inventory, but now it’s a hassle of extra steps.

I read so many bad reviews about Sears that I was hesitant to contact them. I guess people only write reviews when they’re upset. My experience was great. My «window of time» was 8 am to noon. The repairman showed up at 8:20 am to check my dryer. His name was Justin. Justin was professional, knowledgeable, and thorough. My repair costs were minimal. I am very pleased with my Sears experience and would not hesitate to contact them again if I need another appliance repair.

Not happy about the lack of satisfactory service and follow-​up response. I can see why they have so few stars from customers. Need local customer service. No aloha…

I made an appointment and they never showed up. Next they proceeded to call every day, and their calls would go straight to voicemail. They also emailed me daily asking me to contact them about «parts».
When I called back, I got hanged up upon by a customer representative who didn’t want to hear about my frustration.

I’ve used Sears Repair Services for many years for my Kenmore appliances.
I called in to have my old washer and dryer PM’d per my maintenance agreement. I asked about having my refrigerator latch repaired and recommended that I ask the PM techs to assess or I could schedule another appointment to have refrigerator repair assessed. So I opted to have the PM techs take a look. The PM appointment was set up by Carlos who was pleasant to deal with and the PM techs showed up as scheduled.
Justin A. and Leif K. looked at the refrigerator and assessed the situation and then hooked up online to their parts base and provided me the part # to be repaired. I would still need to have the part ordered and schedule an appointment to have latch replaced. Justin and Leif could have opted to have me call in to have another tech assess the refrigerator issue, but they took care of it, saving me the inconvenience.
Justin and Leif then completed the PM on both washer and dryer and made some recommendations the were useful; dryer bulb burnt out just get one from City Mill and replace (save $), using too much detergent being used (I told my wife this before… now I got backup!), reviewed how to clean out dryer lint trap (we had brush but we needed to make sure we use it correctly).
There have been many reviews posted and I hope things worked out. My experience was good and I know that there are areas for improvement. However, in all fairness, for those who have had similar good experiences it might be worthwhile to post same.

BIG FAT ZERO STARS !!!
The WORST customer service people EVER! Recently dropped off my extended warranty mower for repairs and all was okay. 28-​day turn estimation, I’m okay with, get’s me out of doing the yard for a few weeks. Received a voice mail saying parts are ordered and if I had any questions, call this number. Called the number back, straight to voice mail, left a message for a call back. 2, 3, 4, 5, a week later, no response. Numerous calls to the other 2 numbers listed on the paperwork they give you, same thing. No one there answers these lines, regardless if they are available or not. Calls go straight to voice mail, Left 6 messages requesting a status update. As you can imagine, still no response. Frustrated and ready to firebomb the building, called the 800 # call center, they were able to access my account and indicate that my mower was completed on the 23^rd or January, and here it is, the 4^th of February and still no acknowledgement from the Paa St. Sears Service Center notifying me of it availability for pick up.
When I got there today, I decided to test the phones. 2 available clerks standing around, I called while in the shop. No audible ringing, probably in a back office. Talked to «Abraham» to get my mower. After he retrieved it, I inquired about the numbers listed and expressed my frustration about their lack of response and service to calls. He said you’ll have to discuss it with the manager, «George». Needless to say, «George» is NO manager. His response, «I return calls if messages are received and I have not received any from you». #1, George did not even know who I am. #2 They NEVER answer the phone. #3 They DON’T return calls.
I can’t speak about the technicians in the back, only they way this place operates and is poorly managed. They are the worst! Avoid at all costs!!!
Yes, I’m angry.

Wow, I can’t believe how wrong I was about Sears here. The first tech I had with the washer was great, but we had them repair our stove just now and it couldn’t have been worse– I actually had to call the police to have the repairman removed from our home!
At the end of service he demanded additional payment, and insisted I show him the receipt from the first tech when we had paid in full. He refused to leave without this payment, that we didn’t owe but we didn’t have the receipt to prove this. He said it was our responsibility to keep the receipt and that he was going to charge my credit card on file. I told him not to and that it was paid. He demanded to see my bank statements. I said no and that he needed to leave our house and have his supervisor call me. He refused to leave and I said I would call the police then. He said «go ahead and call the police» so I did. His supervisor told him to leave just before the police showed up. They were super nice and counseled him in the parking lot that if a homeowner asks you to leave you must, and told me I did the right thing to call them.
Was such a frightening experience though! Makes me question having repair people in my home ever again.

The only reason Sears is getting one star is because I couldn’t rate them lower than one star!!! Sears has awful customer service! I needed to have my washer repaired, I called on a monday and was told someone would come to my house on wednesday between 1−5pm. NO SHOW! I called 1−800−469−4663 and was told there was no record of my scheduled appointment. I had to schedule another appointment, for a week later, between 10−2pm. Finally showed at 245pm. I called customer service and was told they could not do anything about the situation except cancel my current appointment. Asked to speak to a supervisor, waited for 30 minutes and I finally hung up the phone. Called back and expressed my frustration and my desire to speak to the supervisor, only to have him, the customer service agent hang up on me. SO FRUSTRATING! Wasted hours waiting for a technician, Twice!!! Wasted nearly an hour on the phone trying to get someone to help me, with no solution nor help given. Sears is no longer the company it once was. I will NEVER purchase appliances and especially a warranty from this awful company!!!

Apparently Sears service is a joke. On 10÷1÷14, repairman came to repair my dishwasher control panel, which was previously conveyed to the dispatcher. When the repairman arrived, he confirmed it was a control panel problem and ordered the part… duhhhh!!! Trusting Sears, I agreed to prepay for the part and labor. He rescheduled installation for ¹⁰⁄₁₃ and asked me to fill out a customer survey. On Monday 10/​13, I waited all morning, but no one showed up. Called sears and they told me that their records had my appointment for Wednesday, 10/​15, contrary to my reschedule date on my service repair receipt! Told them that I was not informed of the change and I now have to make time for the same problem! Guess I have no choice, since they got my money! I’ve been a life long customer of Sears, but they just lost my trust.

I called Sears to come out and look at my refrigerator. The guy who came out stated that it would cost roughly 900 but lucky for me it still falls under warranty so there would be no cost at all for me. He orders the parts and says he will be back next week to fix it. He never once asked me for an authorization number for the refrigerator repair. The parts are shipped to my house a few days before the service appointment. The day of the service appointment I get a call stating that the labor is not covered under the warranty. I agree to pay the labor charges and fully expect my refrigerator to be fixed later that day. The Sears service tech comes to my house later that day, walks in to my living room, and picks up the parts. He then informs me that because I do not have an authorization number from LG that I cannot get my refrigerator fixed. He takes the parts and leaves. They had exactly 10 days from the initial visit to inform me that I would need to call LG to get authorization in order to get my refrigerator repaired. Instead, they wait until the day of the service appointment to inform me that I needed prior authorization. Had the first repair tech informed me of this I would have had 10 days to ensure I had authorization from LG.

I was disappointed that they didn’t have parts readily available for our refrigerator/​freezer and that it would take 11 days to have the part and have it scheduled to be fixed!!! So all our food has/​is spoiling and we are left to deal with it for the next 11 days. HORRIBLE.

I absolutely agree with the previous reviews. Absolute rip-​off. Horrible experience. The repair guy came today to fix our dishwasher and after barely looking it, he decided that he wouldn’t be able to fix the dishwasher today because he «didn’t have time». What? Isn’t that why you came out to my house? I didn’t realize it would be a useless consultation. It’s like going to the ER with a heart attack and have them tell you what it might be and then tell you to come back in 2 weeks. Unreal! He honestly said, «Oh, I can’t help you with that today– I have three more houses to go to». Then he gives me a bill for $ 198. And let’s not forget the awkward customer service survey while he stares at the screen. Is this guy for real? I then realized he hadn’t even taken anything apart to look at it. I guess he just «sensed» that he couldn’t fix it.
Unfortunately I had the same experience when seeking help for a dryer that was slowing down. The two morons that came to help out spent more time trying to sell me a warranty on every single appliance in my house. I guess so they can send more people out to get free money for standing around and wasting my time.
Sears is just awful and I wouldn’t trust their repair team to fix a hole in a paper bag. So now you know.

The only reason these guys are getting one star is because I don’t have the option to give them negative 10 stars.
On approximately September 4, a Sears repair person came to our home to look at our oven. Because of time frame window we were given, I had to take the day off.
So he shows up, takes 5 minutes to diagnose the problem — which is a faulty control panel which he says will be about $ 500.00. He seemed like an honest guy so I asked him if he thought it was worth it… he said yes.
Then he asks me to fill out a customer satisfaction survey while he’s standing there… awkward.
After he leaves, I go to look up the the price of what a new range would cost (the one we have is a 2006 model which was there when we bought the house) and it was about $ 1,100.00 — so for $ 600 more, we could’ve gotten a new one.
I call him immediately to cancel the part he ordered. He says I have to wait until the part comes in, then call the 1 – 800 # on the receipt for it to be returned.
So about a week later the part came in, I called him to verify that I was calling the correct # and he says he’ll come pick it up. We wait until about 5:30 pm for him, and he finally calls to say he can’t make it and to call the 1−800#.
We called this number and scheduled a pickup. Left the $ 500.00 part on the lanai and no one comes. We call again a day later, schedule another pickup and no ones comes. So we figured that because this was a $ 500.00 part, it probably wasn’t a good idea for it to be sitting on our lanai. So I decided to take it to the Sears Part and Service Center on Pa’a.
The lady at the counter is nice, but super, super slow moving. She gives me a receipt for the return. A week later, I check my credit card to see if it was refunded — it wasn’t. So I call the store and am told it can take 4 – 6 weeks! WOW.
We went on a long vacation and upon returning at the end of October, I checked to see if our refund came in — but it didn’t. I tried calling the Paa # again, but no one answered. I call the Sears 1 – 800 # and am told that there is no record of the return, and that I wasn’t supposed to return it to the store… I’m like, well why the heck did they accept it? They say yes, they understand, blah, bla, blah… and that my best bet is to go back to the store and see what happened.
I went back to the store today and was lectured by one of the store clerks that the repair person was supposed to pick it up. I told him what happened… and there was an absolute blank look on his face like… tell me what else is new?
So he tries to tell me he’s going to look into it and wants me to leave, but I said no, I’m not leaving until you tell me definitively that I’m getting a refund. So he disappears for another 10 minutes and says his manager is aware of the situation. I said no, I want to speak with your manager.
She comes out and she’s nice enough, but has a totally nonchalant, blank look on her face, like this sort of thing happens all the time. She promised to call me back once the refund was processed.
I’m 44 years old and have never had a more frustrating customer service issue than this. I think it’s just a matter of time until Sears goes under.

I truly hope Sears takes these reviews seriously. I have already filed a complaint with them on the mainland, but I thought to share my experience today here. Here goes:
Our washer is under warranty with Sears, which is nice to know that I didn’t have to pay the $ 355 bill that they invoiced me today for NOT fixing my broken washing machine. It broke over a week ago, and we scheduled an appointment for today. They told me it would be a window time from 9−3pm. OK, the whole day, hanging around waiting, but at least it will be fixed. To my surprise the technician called at about 10am and said he would be here shortly. OK, I thought it’s going to get done early. He comes, is here about 15 minutes, and is at my door telling me it’s running good now and the problem had to do with the dial. So I filled out a customer service survey on his computer, and based on what I knew at the time, gave him top marks across the board. I signed the invoice and he went to his truck to type stuff in his computer for about 5 minutes. I went out with my laundry basket and realized I couldn’t do laundry cause he was running it on a empty test cycle. Too bad for me he didn’t hang around for an extra 10 minutes, or he would’ve realized what I learned. The washer was still broken not working, only this time it was full of water. I called immediately to the call center for Sears repair (which has to be outsourced to another country cause I can’t understand half of what is said). They told me a message was sent to the technician to call us and return to the house to fix the problem within the hour. An hour and a half went by and no call. I call back and am told the exact same thing. I call back an hour later, now my third time, (by this time its 2:10pm Hawaii time) and am told that the technician is out of my area and I would need to schedule ANOTHER appointment! Are you kidding me?!? Why? I already waited my over one week time period. There is no such thing as «Out of area» here on Oahu. It is an island! I ask the lady to give me to a supervisor, and she tells me to stop yelling at her. I was not yelling at her. She then puts me on hold for 10 minutes, then dumps me into the «customer solutions» department without explaining anything to the operator. The lady takes my complaint, and in the middle of it the phone call is dropped. No one call me back. I finally concede that I must schedule another appointment. I call back the call center out of the country and schedule my appointment. I then ask to be connected back the solution department to first, verify the complaint was made, and secondly, to ascertain why the guy couldn’t come back. This lady assured me the complaint was filed (for what good it will do, I don’t know) and tried to answer my question as to why he couldn’t come back. She said that the routing call center was closed already so they were done with work. I asked how that was possible because it was still 2:44pm Hawaii time and I was literally still in my «window» of when he would come. She was like «Oh» realizing the time difference she says «I’m not supposed to do this but let me call the local dispatcher and find out why he can’t come back». She comes back with the same ridiculous answer that he is «out of area» and has about 2 more appointments to deal with today and she can’t «penalize» the other customers. So I tell her, I guess we’re the only people who are «penalized». In truth, I don’t believe to have ever been jerked around like this before. Sears failed in every way on every level. Moral of the story: Make damn sure the appliance is working from start to finish before you let the guy leave.

It should be no stars!!! They never have the parts on island. The repair process is horrible! I needed repairs on my new samsung free standing range… You have to make an appointment over the phone or online. You have 4 hour windows to choose from for the repair person to arrive (8 – 12) or (1 – 5). On all appointments made so far (2) both times they were not able to make it in the given times. That being said, first you take off work for them to assess the problem, they come late, then the part is ordered and you have to wait an entire week before the part can come in and the repair man can come back to actually fix it! Now after a week you need to take off of work again, again they arrive way after the window of (8 – 12). The part is delivered directly to the home so the repair person doesn’t know if it’s even the correct part until they arrive, waste of everyone’s time! In my case it was the correct part to partially fix the problem, the original repair person didn’t realize it was 2 parts needed to completely fix the range!!! Seriously!!! Aren’t you supposed to be specialized??? So now another part needs to be ordered and another week will need to go by… I cook meals for my family every night! How the hell am I supposed to do that without a range??? Eating out is a huge expense! Is sears going to compensate me for the meals I had to buy instead of cook, or compensate me for the time off of work after the time window??? btw this was the second appliance I needed fixed, had to deal with the same process for the microwave! This is the worse service I have received!!! Did I mention these are brand new appliances!!! I just remodeled my kitchen and if anyone has done any home renovations it’s always a nightmare! And to continue the nightmare with this kind of service after spending good money on appliances… I would not recommend buying appliances from sears or getting the extended warranty!!! Not worth the horrible process!

Dishwasher clogged up and flooded my kitchen. Sears servicemen arrived and asked me what happened and I explained. He told I have to call plumber instead and billed me more than $ 100 for doing NOTHING !!! What a rip off. Zero Star for Sears home repair.

I went in for a part for my dishwasher. The worker spent more time talking story to me then trying to figure out what I was there for. I really don’t mind talking story but attend to my needs first. Then when we actually started focusing on what I needed he started talking story to his co-​worker who had a question. Gee I wonder if this guy is the manager. (I sure hope not for Sears sake)
Yes at this point, I did do the motion of looking at my watch to indicate I am in a hurry. I guess he didn’t care because he continued with his conversation with his co-​worker. By the time he did help me find my part, I realized it would have costed me $ 30 for a part and almost $ 10-​$ 15 in shipping. He did recommend another part, but it was obvious it wouldn’t work but he kept insisting it may work. I asked if it doesn’t work may I bring it back for return… he paused and gave me the, «Oh I not suppose to do that! At that point I just told him never mind I’m going to Ace down the street. In conclusion the part I bought at Ace worked and it only costed me $ 10 to purchase.
Yes the name is SEARS PART AND SERVICE. However mayble it should be SEARS PART AND SERVICE? (Notice the question mark)

I had to call the repairman back because the problem of the freezing in the normal refrigerator part of the fridge continued. After a short discussion I explained the problem to him. He had fixed the thermostat before but this was a small spring in the top cooling air channel that made it so the cold air never shut off to the top. He replaced the part for free and fixed an irritating ticking noise in the back that it made every time it turned off. He was very professional, polite, and efficient. He said there was no charge for the repair since it was within the 90-​day warranty of his last repair.
I told him the problem I had the last time of Sears charging my account twice causing an overdraft and a $ 28 bank charge. I told him how Sear’s Blue-​Ribbon customer service section said they would cover that charge once I gave them documented evidence (which I did). They then refused to pay the bank charge they had caused while simultaneously cancelling their second charge to my account. I reported the main office to the better business bureau for illegally trying to take too much money from my account and refusing to make good on their mistake by paying the resulting bank fee. I gave him a $ 20 tip and told him it would be safer for him to have his customers pay cash rather than trust their main office to conduct financial transactions honestly.

My Kenmore refrigerator ice machine stopped working. Actually it died. It made a puttering noise, buzzed, then stopped.
I called the Sears Parts and Service shop, gave them the model number and they quoted me $ 156.00. The person on the phone stated this item is usually in stock so I shouldn’t need to worry– just come by. Meanwhile, life got busy and I couldn’t get down there immediately to purchase the ice machine. A month later I show up with the model number and the employee at the shop quoted me $ 174? After reading Carol L.‘s review I thought I should share too.
Long story short, I ended up ordering a replacement from
for a mere $ 45.00. I will never shop at the Sears Parts and Service shop ever again.