Sears Hometown Store

Melissa Hicks _{on Google}

Nov 26th, 2023

We purchased a gas range in 2020, a long with a stand up freezer and a 5 year warranty to cover both. The sales team really sold the warranty. Told us it covered EVERYTHING and if it couldn't be fixed it would be replaced in no more than a few days. Over 3 months ago the oven stopped heating up and a knob snapped off. We called and a tech came out, ordered a new ignitor and knob and said he'd be back to install it after it arrived. 2 weeks later it arrived, we contacted them and they scheduled someone to come install the new parts. A different tech came and installed the knob but said the ignitor was the wrong one. He spent over 30 minutes making sure he recorded the correct one. 3 weeks go by it arrived. They scheduled to come install it. The tech came but said he's only live for HVAC, so he couldn't touch the stove
Waited 2 more weeks for a technician appointment, this time they cancelled at 5 pm, waited another week, tech comes, looks at the newly ordered ignitor says "it's the same as last time. It does fit." I asked about a replacement since we have now been without an oven for so long, not to mention now the stovetop isn't working, and 2 more knobs have broken. He said he'd make a call to his boss. The retired after the call and He said because they'd been here so many times and it still wasn't fixed, and the wrong part was being sent the supervisor approved a replacement. We'd hear from someone in a day or two, We waited a week before calling to see why we hadn't heard anything about getting a new one. They tell us someone else is coming to determine if we need a replacement! THIS IS RIDICULOUS!! I already couldn't cook for 3 months, including 2 birthdays and Thanksgiving, now I'm looking at Christmas with no way to cook. I am beyond frustrated and disappointed in the quality (or lack there of) of their "Service Department." And I have no hope that this will be resolved anytime soon. Also to note telling someone that you'll be there bei8am and 5pm isn't a good practice. We've missed multiple days of work to be there waiting for a technician and storage more to wait for. It's bad service all the way around. It's definitely NOT the Sears of your parents stories and faith.

Jess _{on Google}

Jun 15th, 2023

Sears is awful