Deborah G.

Unbelievably poor customer service. I ended up canceling my service and just buying a new dryer rather than deal with they. New dryer was more than the repair but worth every penny to not have to deal with these unprofessional jerks.

I had a very nice technician come to look at my dryer. He said he needed to order a heating element and a sensor and they would be mailed to my home, with another repair service scheduled for 2 weeks later. 2 more weeks without the dryer. Ok. Fast forward a week and a half, and I have only received one of the parts that was ordered. Not wanting the repairman to arrive without the parts needed to repair my dryer, I called their "customer service" for the status of the item. They said that it looked like the part had been cancelled and that they would look into it and get back to me, which they never did. I called this morning to check on it, and got the runaround again. I asked to speak with a manager and they transferred me to someone in parts. This person said the part had been cancelled and I would have to wait until Thursday when the repairman showed up and if he needed it, then he could order it then. Which would mean I would have to wait another two weeks to get my dryer repaired. I asked why the part was cancelled, they said they did not know. I asked them if they could just order it again, and they said no, the technician would have to call. I said could you call the technician. They said no. Could I speak to a manager? No. Could you escalate the issue? Sure... transferred me to parts. I sat on hold for an hour and a half just to repeat the same cycle. Super rude too. I hung up, called back and got a different rep. He managed to call the tech. The tech called and I missed his call, but he left a message saying he did not know why they cancelled the part. I could call customer service and ask them why. Jesus. So I call back and all you ever get is a call center in India where they have no authority to do anything but log your call and tell you that someone will call you back in 48-72 hours, but they never do. I also tried to reach them on Twitter... they will have someone call me in 48-72 hours. I emailed them and got no response at all, but I am sure they will have someone respond to me in 48-72 hours. All in all, I spoke to 6 different people and spent most of my day on the phone and they could not even tell me why the part was cancelled, or order me a new one, or guarantee that it was not needed. They said I would have to wait until my appointment to find out.

I have already paid for both parts, even the one that was supposedly cancelled, so now I get to try and get my money refunded from them. Should be fun.

I cancelled my appointment with them, got online, and bought a new dryer from Lowe's. $200 more than repairing my old one, totally worth it to not deal with these clowns at Sears. I wish I had checked reviews before calling them, as you can see from all the comments here, you should never deal with them.