Technicians often get high marks for showing up on time, knowing their work, and fixing problems. Many customers say parts arrived when promised, matched correctly, and installed without hassle. Another recurring set of reviews describes canceled appointments, technicians who never arrived, and parts that were not shipped or stayed on backorder. Automated service tools and slow refunds add to the frustration.
Examples from available reviews (Nov 2021 – Feb 2026).
Technician was fast and arrived early.
“Great technician was fast n early”
Parts worked great for the customer.
“they worked great!”
Multiple no-shows left reviewer without an oven for three weeks.
“Two appointments and three weeks without an oven.”
Parts listed as in stock were actually backordered; refund required credit card help.
“SCAM site. They list parts “in stock” but they’re not.”
Reviews frequently call field technicians professional, knowledgeable, and efficient, and some name specific technicians and what they did. Another large set of reviews describes repeated cancellations, long waits with no repair, and warranty visits that never resolve the issue. These breakdowns often leave major appliances out of service for extended periods.
Some customers mention competitive part prices and billing that felt clear and straightforward in one-on-one interactions. Others describe high base labor fees, surprise charges, or paid diagnostics that did not lead to a fix. Pricing disputes show up less often than service and communication complaints, but they appear on both the positive and negative side.
Several reviewers describe easy ordering, correct part matches, and simple do-it-yourself installation. Many more say the site showed items as in stock and then switched them to backorder, and that canceling the purchase was not possible. Multiple customers report having to file credit-card disputes to get their money back.
Many reviews praise genuine parts that fit properly and worked as expected after installation. A smaller but noticeable group reports defective parts, damaged packaging, or items that looked used instead of new. Those complaints usually come alongside problems with ordering or returns.
Automated scheduling and AI-style replies often draw complaints about not reaching a person and about missed or unexplained appointment changes. A few reviews point to helpful customer-service agents by name, but those mentions are limited compared with complaints about automation. Updates on refunds and order status repeatedly come up as a weak spot.
Overall feedback splits sharply between good technician visits and frustrating company processes. Customers praise individual repairs and correct parts. Criticism focuses on cancellations, failed fulfillment, and automated support that keeps people from reaching a live agent.
For each review, the core experience based on original source reviews.
Sources: Trustpilot (80) · Reviews (20) · consumeraffairs.com (10) · Reviews (1) · Quotes shortened · As of: February 2026
Hollie provided enthusiastic, professional, and reassuring communication.
“Hollie at Sears is amazing”
Multiple appointment reschedules and no human support; freezer still unrepaired.
“There are no humans to speak to you.”
Reviewer warns Sears requires service fees and upfront payments despite misleading promises.
“you still have to pay $129 the service.”
Repeated rescheduling and warranty renewal request while washer remained unrepaired.
“Sears warranty service seems to operate like a scam”
Technician blamed filters; reviewer reports Freon leak and requests new unit.
“There is also a Freon leak somewhere which is causing the freezing (I knew that).”
Cancelled order immediately but item shipped and refund delayed despite refusal.
“I still haven’t received my refund.”
Part showed in stock but order later updated to backorder and delays.
“order status updates to backorder”
Charged high markup for parts and received incorrect diagnosis.
“They charged me 222.41.”
Reported sellers failing to send paid items and calling site a scam.
“Sellers often just don't send any item once you've paid for it.”
Received wrong part and couldn't get returns or reach a live person.
“was unable to find a live person to talk to.”
AI interface failed to coordinate appointments and parts, causing multiple reschedules.
“This will be the 6th appointment for this install.”
Received damaged air compressor part and couldn't obtain replacement.
“I can't recommend Sears.com to anyone as their customer service is non-existent.”
Repairman seemed like he was on drugs and demanded payment quickly.
“repair man seem like he was on drugs”
James was professional, efficient, and provided useful carpet cleaning suggestions.
“James (carpet cleaner), was very professional.”
Missed appointment and AI prevented reaching customer service.
“Failed to keep appointment- no calls or explanation.”
Service was very friendly and fast with good knowledge.
“Very friendly, and fast.”
Warranties and repairs lacked follow-through; installations incomplete and appointments failed.
“They replaced my microwave but just left it at my doorstep without installing it.”
Appointments canceled repeatedly and no consistent human contact; AI responses caused confusion.
“There's just no direct connection from consumer to an actual point of contact with Sears.”
Protect plan service failed; technician broke item, refused part orders, and canceled appointments.
“Their program is all robot and impossible to talk to a human.”
Service appointments were repeatedly delayed, canceled, and escalations failed.
“I got a text canceling the appointment.”
Multiple failed repairs and appointment no-shows left refrigerator unrepaired.
“no one showed up.”
Repeated cancellations occurred but finally a technician fixed the range.
“I am so grateful my range is finally fixed!!”
Microwave was reinstalled incorrectly and installers repeatedly canceled.
“reinstalled the wall microwave oven incorrectly.”
Home services canceled multiple times leaving them without a refrigerator.
“Sears Home Services canceled on us THREE TIMES.”
Repair appointments were canceled multiple times and contacting support was difficult.
“AI SAID WE WERE NEVER SCHEDULED BUT WE HAVE EMAILS SHOWING WE DID .”
Multiple technicians canceled appointments and AI customer service failed.
“I've had 5 technicians cancel 5 appointments I've made”
Calls were dropped, AI scheduling failed, and they demanded bank details.
“he would only help me if I gave my checking acct number.”
Ordered parts were backordered and refund was delayed past promised timeframe.
“I STILL have no refund - on a 3-5 business day promise of refund .”
They repeatedly fail to keep appointments, so don't waste your time.
“They don't keep appointments.”
Getting quality refrigerator parts is a difficult task from experience. It took me months before I could get a condenser coil for my Kenmore2538362291 refrigerator. Luckily after the long search, I bumped into Sears PartsDirect, checked through their website that is easy to navigate and found they had different parts of home appliances. Among the many brands, I got a perfect condenser coil. I was excited about the prices and quality. I went further to schedule a repair with their timely technician. I liked his diligence. He did a good job, the refrigerator is working. I got 100% satisfaction from Sears PartsDirect.
This page combines submitted experiences with public reviews from platforms such as Google, Trustpilot, etc. Recurring points are summarized without changing the content of reviews.
Sears is a national retailer and service provider for home appliances and parts. It sells replacement parts through an online catalog and in retail stores. Sears Home Services schedules in-home technicians for repairs, installations, and warranty work. The website lists part numbers, diagrams, and compatibility details by appliance model. Customers can buy parts, book service visits, and check warranty or protection-plan terms.