We had a terrible experience with Sears. We have been working with Sears for the past 3 months. They came and supposedly fixed the issue only for the freezer to break 3 months later. The next service person who came to fix the freezer broke the fridge too. He specifically said he or someone would be over the next day only to find out they didn’t give us an appointment until 26th. We are without a fridge, with all groceries spoilt without any forewarning!! Such a headache and such poor service and of skills on their team .

9/8/20 - since posting the review below in Aug 2020 along with writing an email to Sears HQ, I quickly heard back from a lady in their complaint resolution dept. She took the time to listen to and understand the situation. And from there took charge and things got resolved in a timely manner. Her follow up from the time she got involved was equal to 6 stars. She exceeded our expectations as she worked through the issue and with her communication. An ideal model to follow within the customer service dept.8/20 —. Refrigerator went out. Repairman came and parts needed to be ordered. In doing so was told the soonest they could get back out to insure all the parts were in was 9 days later - ok with that. All the parts came in and the morning that they were suppose to be back they called and said the repairman on the case was sick and we rescheduled you for another 9 days out. So we went from the head of the line to the end because no one in customer service can contact the local service company and tell them that is not how you do things

This store no longer exists. Drove over there to find a storage unit. I wasn’t very happy.

Very frustrated and angry with them. I called and scheduled a service call for our refrigerator, had to wait a week for the service tech to come out and before he arrived he called to go over the call and told me they do not except Amex for payment. He was so rude and I ended up having to cancel the call. That really should have been something they went over when I scheduled the call and service tech made NO attempt at coming up with a better solution. I am so angry!! Now after I have waited a week, I have to look for someone else!! Never recommend them!!!

Holy customer service nightmare!!! Scheduled an appointment for refrigerator repair since Sears is a KitchenAid authorized repairer. I dont mind the 5 days we had to wait despite the ref/frzr not holding temp, I get it. But to NO CALL/NO SHOW?!!? My wife and I both work and have very busy schedules (on top of raising two children and several fur babies.) So one of us had to miss a partial day of work to be home for the repairs (between 1&5pm.) And they never bothered to arrive or notify us. Then when we reached out to Sears, we started with a nice young lady who was trying to figure out what went wrong and help us get someone back out asap. At this point our call was dropped, and I spent the next three hours repeating what happened to no avail to several off-shore CSRs who insisted we never had an appointment (despite our confirmation texts) and that they saw no notes from the numerous prior calls... CLOWN SHOES!!! 🤡This situation as of time of writing this review has no resolve other than they can get someone back out by or after Oct. 6th sometime... a full 3+ weeks since initial service request. This is simply unacceptable. A crying shame this once proud, reputable, and DEPENDABLE company has fallen to these levels.

Worst experience ever! They charge me twice for the service technician fee and then when I ask for it back they give me the run around by placing me on hold for 20 minutes and then hanging up on me! 3 times this morning!! I want my 84 dollars back now not 5 to 10 business days!! This is absurd!! GIVE ME MY MONEY BACK!!!!!!!!!!!!!!!!! Never will I ever use sears again!!! Terrible customer service!!

Dropped mower off for tune up. Not only did the employee seem extremely frustrated and baffled that we were bringing in a mower that wasnt sold at a Sears, but check in took forever and the pricing was somewhat high. We figured we would give it a shot anyway. We were told that they now ship them to Orlando for repairs and it would be two weeks. Whatever. We get a call that its back and done and go in to pick it up. Its not done, they had done nothing to it except send it on a road trip and pull some pieces off it (they were sitting on top of the mower). Notes on slip said not repaired, parts unavailable. Now I dont know much about mower tune ups, but I assume the spark plug is pretty universal and cleaning the air filter doesnt require some type of specialized part made only in Lithuania every 200 years by the chosen one. The only saving grace of this place was the employee we worked with when picking up our mower. She seemed not too surprised that this happened and refunded our deposit. We found another place that had great reviews and took it straight there for an experience that was amazingly superior to the one we had at Sears.

Technician was on time, very courteous, fixed my appliance on the same day which I wasnt expecting. If another appliance breaks I will be calling them back again. I recommend Sears Appliance Repair.

Called up to get an estimate on appliance repair. I was told that a technician could come out and do a diagnosis for no charge. Great! Stay on the phone giving the man all of my info, we pick a date and time, etc. At the end of the phone call he tells me there will be an $89 diagnosis fee! When I asked him why he lied to me, he just denied saying there would be no cost. Then I told him to cancel the appointment, and he rudely hung up on me! Im sure the technicians are fine, but the customer service I received was awful.

My Kenmore dryer went out within a year and a half of when we got it. It was one of the base models provided by our home builder, so that should have been clue #2 it wouldnt last very long (#1 being a Kenmore). After diagnosing the issue, I replaced my heating element first. The Sears Parts Direct store had it listed for about $50, I found the same part on Amazon for $20 and got free shipping. That didnt fix it, so now I need a new timer. $122 on the Sears Parts Direct website. So I call and the lady I spoke to was very polite and professional (the ONLY reason Im not giving this place a 1 star rating). But, they dont have the part I need on hand. However, there is a store in Georgia that has one, but it will take 4 days shipping with UPS. FOUR DAYS??? I can drive there and pick it up and save myself in 3 days and save myself the shipping hassle! Next, I tell the polite and professional lady on the phone that I found the exact same part for HALF of the price on another website and asked if they would price match. She said since they didnt have the part in the store, I would have to call the number on the main website. So I call and speak to a guy and of course they have the part I need. When I asked if they price match, the guy pretty much laughed at me and said No, we dont price match. No wonder Sears is failing as a business. Consider this: for the price of that one part, I can just about buy the EXACT SAME dryer I have now!Bottom line, I ordered the timer from another website for half of the price, they are shipping it through USPS, which takes HALF of the time as UPS. And in the meantime, Im pricing out new appliances at any store BUT Sears to change out ALL of my appliances. Sears is garbage, their products (including Kenmore) are garbage, and their customer service is garbage drowned in poo poo.

Always buy my lawn mowers from SEARS so I can have this place repair anything I might break. Samuel was awesome today. He noted a repaired mower had been improperly repaired. He could have just sent it back to SEARS in Orlando for the repair - which they failed to do. That would have been another two-week delay. Instead, he took over 40 minutes in the store to repair it correctly. Great guy. Great store.

Ho hum. Nothing special. Been to much better centers before. Seems more like a dumping ground for misfit appliances. Staff are nice, that’s why 3 stars. Staff’s 5 stars bring the 1 star for the store to 3 stars overall

I bring my lawnmowers (2) here annually to be tuned up, sometimes warranty....they are great. Help me take out of car, put in car, polite, decent pricing. One mower wasnt even bought at sears, which was a mistake I wont make again. Try to get something fixed at Home Depot - NOT!!

Appears to be closed. Call 1st

I went there looking for a second refrigerator and immedatilty encountered 2 employees, neither one of them greeted me. I continued to look around and encountered 2 different employees, still nothing.... I spent about 35 minutes measuring and inspecting refrigerator and then I decided to leave. I walked passed yet another employee and I attempted to get his attention and he quickly turned his head. They all act like they didnt want to be bothered..... I will never venture back into this store and would NEVER recommend anyone to spend their money in there!!!

Today 07/30/2016 I visited for issues with my Lawn Mower. Fortunately I met the best tech on the register Mr. Sam Griffin, who not only identified the issue with the Lawn Mower but also provided me with the best solution and helped me with finding the right parts to fix the problem. Thank you Mr. Griffin. God Bless- Bains

Had to use on line directions. Pictures were clear and directions precise. THE DIRECTIONS WERE TOTALLY WRONG. WHEN I TRIED TO GET ON LINE HELP IT WAS IMPOSSIBLE !!! THE SYSTEM SUCKS !!!

Parts for the mower deck were in stock and reasonably priced.Sad to see Sears struggle. Doing my part to keep them alive. Hopefully the Sears CEO will do the same.

Easy to find the correct part, priced reasonably and drop off to local Sears Parts Store removed delivery cost and got delivery in two days.

You can find great deals here. Both new and scratch and dent.

Lots of low prices. Service person was very polite and courteous. Check here first, before buying any appliances or yard equipment.

Would put 0 stars but cannot. Horrible place, never shop at Sears. Was told could not get the part for my dryer. Did not know when they could get it. Called Lowes and will have it in 2 days.

Called to see about a part and was put on hold for 10 minutes before I was able to say anything more than hello. Called back several times and no one even bothers to answer now. If you customer service is this bad, why would I trust you with my money for service?

I had an awesome experience with this store and the manager, Krist and Training Champion, Paula. There was a huge sale, the store was packed with people just like me, wanting to take advantage of the bargains. Krist is a force of nature! She did not miss a beat. I was able to buy a washer / dryer, dishwasher, and range / oven in less than 30 minutes. Paula helped with ringing up my purchases, and suggested that if I got a Sears charge card that I would save an additional 5% and have 0% interest.Krist and Robin are the dynamic duo of appliances in Jacksonville. 5 ☆☆☆☆☆

The part was in stock and waiting for me by the time I arrived at the store. Terrific service.

Dropped off mower a month ago. We are stuck waiting for a call to see when it will be ready because we cannot seem to get anyone to answer the phone over there. The employees seem somewhat confused and discontent. Hopefully, I get a call soon to pick up my repaired mower or else I may just need to let them keep it and buy a new one somewhere else now that Sears seems to be selling the Craftman brand. Kind of sad all the way around. I have an update: called in today and they said it was there. I was told that they are just a drop off place and they only make calls when the notice a something has been sitting for awhile. Not sure how that system works, but I believe the drop off location should take more responsibility because the consumer assumes the drop off place is coordinating the repair and calling the provided number when completed. Is that really too much to ask from a company struggling to stay afloat?

Paid extra for expedited shipping.Was told it would arrive on Tuesday.Tuesday night, it still hasnt even shipped yet. Contacted customer service, she said the shipping is expedited (ups), not the processing... she couldnt tell me when it would be finished processing.Im disappointed because I could have bought it elsewhere on Monday, for less money...

Horrible service and treatment, by the local store and online. The same part was priced twice as much in my local Sears Parts Direct store, so I went outside , ordered and paid for the part online with same dayi in-store pickup. The local employee blocked the order for 5 hours. Online agents kept telling me there was nothing they could do, I had to wait 7-10 days for an item showing in stock, same day pickup. I finally called the store and demanded my order. 5 minutes after the call I get an email I can pickup my order...... 5 hours later, 5 online chats, and 6 phone calls...... never again..

Very good servrce. Congratulations Aladdin.

Closed soon to be torn down

Heaven forbid. that you dont have a model# or part#

Not what I expected, parts mower tractor

Staff are very respectful and knowledgeable

Sonya was very helpful!

Very nice and helpful