Sears Outlet

This is more of a complaint about Sears customer service in general. This just happens to be the store I bought it from. The store was great, the aftermath treatment you get after buying something is HORRENDOUS!!! They don’t show for the service windows, they cancel at the end of an 8 hour window, you have to be standing next to you piece of equipment with a serial # to even place a service order (um hello LOOK IT UP FROM MY NAME! IT IS 2016!) Oh and both service techs I have, have had no clue how to fix anything.
Just ridiculous all around. I have never been so mad at customer service in all my years.

This is really the worst appliance buying experience i ever had.
The managers take ZERO responsibility for their third party delivery company. They didn’t show up on time twice! When they did show — their delivery team damaged my floors. Then their manager got fired or quit so the new guy obviously thinks it’s not his problem.
After lots of follow ups from me — the manager pawned me off to some weird SPECIAL D delivery company in houston. Their manager was even worse! After threatening to get my attorney involved, he agreed to send me a $ 500 repair check after I sent him an invoice.
I sent the invoice, it was only $ 300. 2 months later no check. 3 emails 2 calls later, no reply.
I really cannot think of a worse place to buy anything from. How is this store still in business?
After returning my fridge here out of disgust, I bought 2 new fridges, a washer and dryer, and 3 TVs from a competitor.
I would not even step foot in a sears outlet if they were giving away fridges for free and I needed a free fridge to save my life. Stay away. Rated it 2 stars because I am hoping this wont get filtered like all their other bad reviews. I hope you don’t have to suffer this. Savings on dented, used fridges are not worth the headache of dealing with these managers.

My parents bought a refrigerator from here and my exp w/​them have bee the worst thing ever I don’t have lot of reviews, but this one is the only review w/​1 star.
We ordered 1^st wk on December, a refrigerator and when they delivered it, there was a massive dent on the front, so repack it and try to get a new one (The fact that they didn’t check before coming to my house is …)
we were promised on the 12^th, but delivery was not made, so i give them a call and they said that it will be there tomorrow at noon at latest and will give me 30 minutes before to make sure I was there. NOPE! didn’t get a call or the delivery
i call again next day and they give me the same speech about «miscommunication» (how is «today» a miscommunication). So guy (michael) comes again and this time with another refrigerator with a DENT in it. This time it was only the bottom so i signed the refrigerator on a guarantee that they will deliver a new bottom drawer by 8am tomorrow.
NOPE didn’t get a call. So i call them again and they said It is on the way today, just a bit a delay. NOPE it didn’t deliver today. I call the next day and they give me the same speech about «miscommunication». and promises will be there today. NOPE AGAIN!!!
This repeats two more times so i keep calling. After 7^th (?)time, i try to explain my situation a better. but the lady on the phone keeps asking for «how was it dented?» (Why does that even matter??? its already at your warehouse!!!)
its the same lady i think and… she says «that is wrong, we would never say we will deliver the next day.» So at this point i’m doing my best to keep my calm. Customer Service is a very stressful and i try to remain a calm customer. they ask for the name its under. She didn’t catch it, I say it little louder and she gets upset saying «You don’t need to yell!»
its almost reflex to say it louder when they didn’t catch it first time, isn’t it? Its not like i was screaming on the phone. After 10 minute wait, She changes her story and says «i’m sorry about this, we’ll get it there tomorrow.» and as soon as I say «thanks…» and as soon as i was about to ask her a question, she hangs up the phone. WHO DOES THAT?
surprised Delivery doesn’t happen folks!
X-​mas break comes so i let it go by since they could had some volume delivery problem. hey its christmas right? After christmas, still no delivery. I get frustrated and go to the store directly to talk to manager. Rusty Robbins. He «tries» to help out, and says the same line «it will be delivered today.» Now this lines been told to me at least 5 times, so i’m trying to not get angry but this time its the manager, so i try to go home and wait and see.
thankfully, it comes today and michael comes by (the fact that he LIED about coming the next day after the delivery, i don’t mention it). I’m just happy to be done with this mess. He says the drawers are here and opens up and it has a DENT in it!!!
now i’m closing to ripping this guy head off, but i calmly call rusty, since he told me to call him directly. This is almost word word how it went down.
Me: hey mr. robbins, there is new dent in the refrigerator
Rusty: what is going on with refrigerators!!! is michael there? Could is peak to him?
(i give him the phone, they talk some things out, gives it back)
Me: So… what is going on here?
Rusty: looks like that was the last model, it has less dent than the one you have so i suggest you use that part.
Me: why would i trade another dented refrigerator for another. If we wanted a dented refrigerator my parents would not have purchased it in first place
rusty: that seems to be the only option we have. There are only few limited models. So… its either that or we can give you a credit so you guys can buy a new refrigerator.
Me: Then i’m going to let my parents handle this since i cannot resolve it. Just as a precaution, my mom’s not going to be happy with this. she might even return it…
although i was calm up to this point… what he said next… this is the part where i just lost it…
rusty: well if you are planning on returning it, could you just do it today so we don’t have to come back at another time?
Me; you know what. let me talk to my parents and let you know,. thank you.
Rusty: alright. (hangs up the phone before I do)
— — — — — — — — — — — — — — — — — — — — — — — — — —
Just like everyone else… Pre-​purchase was great (According to my parents), after-​purchase experience was… really bad. Our refrigerator costed $ 2000.00. And i assume i can’t get our money back, but only credits to the store. And if it was up to me and not my parents, i would return the refrigerator as a credit and buy $ 2000 worth of candy so I can do as much damage as possible to shut this place down by not buying their core merchandise.
as long as I live and breathe in this world (i’m not even 30, so that gives me 70 years or so) I will do my absolute best to tell everyone to stay away.

I bought my first washer and dryer. I felt anxious about all the choices, and I was specifically needing certain features balanced by price. I had Erick Salazar as my sales person. He helped me for almost 2 hours while I researched consumer report reviews on every item we looked at. I mentioned I wanted a difference model that was at another Sears branch, and he was kind and helpful even though he would not get credit for the sale and all the time he spent with me. Having a disinterested or self interested sales person is the the worst experience, and this is what I feared. Erick made me feel valued as a customer, safe and trusting with his help, cared for and personally interested in my finding just what I wanted. I had an experience shopping today that over exceeded my hopes. Thank you for having employees that care like Erick.
I also got an amazing deal with lots of perks!

I am pleased to update my rating to a 3 after my experience with a Sears Outlet manager!
We called Sears Outlet next day and got a hold of the manager, Rusty. If you can work with him, you will have a great experience. He fixed everything for us. He found us a new refrigerator that would have cost us an extra $ 500 and didn’t make us pay for the difference. Had this delivered the business day after we went to the store and decided we’d be happy with the refrigerator he picked out for us.
Then, we ordered a stacking kit and he sent another crew to stack and install the washer/​dryer for us. I could not be happier. Thank you, Rusty!
As an aside, the crew that comes to deliver and install your appliances are Sears contractors so I’m pretty sure there’s nothing they can do here. We had 3 different crews of people come to deliver and install our appliances. Two of the 7 total people who showed up at our apartment were completely competent and polite. The others had a presence that made me worried they would haphazardly scratch up my floors and break my doors. One of the crews was seen dropping a refrigerator off the truck when unloading (not ours). Another crew clearly struggled to install my washer dryer and stacking kit. Next time I’m just doing that myself.
Anyway, if you are willing to put up with some headache, the price you pay for Sears Outlet is worth it. Of course our experience was unique and the manager was willing to go the extra mile to help us, but in the future I would try to work directly with a manager.

Know that whenever you purchase online, you cannot view the actual appliance you are buying. I bought a refurbished dryer online. When it was delivered, it looked older than my current one, there was a dent on it and it was dirty. I sent it back to the store for a refund and decided I will just try to repair my current one. They did refund me promptly, but I was still charged 88.75 for a delivery charge. Upon purchase, I was never notified of which day delivery was. The store associate said I was supposed to receive a call from someone to verify the date. I simply received an automated message telling me the time would be 12−3pm. The following day, the delivery guy called around 5pm to tell me that they were running behind and they could come in 25 minutes. I said that would be okay, but they showed up over 2 hours later around 8pm. I called the store and Marie was very pleasant and professional. She spoke to her manager about the delivery mishap but they refused to refund the delivery charge. Not happy with that.

Plenty of parking here. Once you go inside, you’re pretty much on your own. All the employees are either on their phones at Customer Service or probably in the back avoiding customers.
I needed help with a mattress, box spring and bed frame. Walked around and even went to the couches to check those out. No employees in sight. Had to haul myself back near the front and asked for help. The guy was literally on his cell phone checking Facebook and told me to hold on. Are you kidding me?
Then he seemed irritated that we had to walk back to where the mattresses were. I told him which one I wanted and he took the stickers off of the mattress. He then took me around the bed area aimlessly trying to figure out where a box spring would be and a metal frame. He ended up having to walkie talkie his co-​worker, who I assume was in the back, to get confirmation that they had some and how much.
Back to the front where I paid and figured out shipping. Not sure if this is the place to write a review for the delivery of my mattress, box spring and metal frame. They put it all together so that was nice. I think it took them more time hauling my stuff to my top-​floor mid-​rise apartment than putting it together. But they did. And they were punctual given that an automated thing calls you the day before giving you a time frame of when they’d come to deliver.

We came here on a mission to find a dishwasher to replace the current one we have before we sell our house. This isn’t like the typical outlets im used to. This is an outlet where appliances go to die. Every item we saw looked like it had been in a hail storm! One of the dishwashers looked like they pulled it out of a foreclosed home that the owner came back to and bashed in. There were dents in it so bad there’s no way anyone could pop them out.
There’s also no one available to help or answer questions. The only people are the ones at the register and they aren’t very friendly.
I would recommend looking elsewhere if redoing a house or looking for items in decent shape.

Don’t let this review serve as a deterrent from shopping here but let it inform you of what you are signing yourself up for when you shop here. While the overall shopping experience was pleasant, our delivery experience was a painful ordeal.
We’d shopped around several stores and websites for appliance for a couple of months before we made our decision to purchase from the Sears Outlet. I’d been to other Sears Outlet locations before but the selection at this location seemed much better. The prices are very competitive on quality brands. They have a wide selection of brands and models to choose from. They even have a potpourri of clothing and small housewares.
The first time we visited the store, we were almost bombarded by sales folks offering to help. The second time we visited to actually purchase the appliances, we had to hunt down a sales person. We already knew which appliances we wanted and our sales guy was helpful and friendly. We purchased a range, refrigerator, and dishwasher. We had deliver arranged for later in the week.
We got a day before delivery confirming our delivery the next day and a window for delivery. Our delivery team arrived on schedule. However, our delivery team was very stubborn from the start. We specifically asked them to use our front door as it is much wider than the side entrance. But they insisted on using the side door since it was closer to the kitchen. We also requested that the refrigerator be brought in first so that we could transfer our food from the old one to the new one. Well they refused that idea as well and wanted all the old appliances out and and the new ones in.
First, they destroyed our old fridge on the way out. We had to place all of perishable foods into containers and onto our counters. We thought this would be just for 10 minutes. But then, after telling them not to come in the side door, they did. The entrance is very narrow and destroyed the side of our new fridge after it scraped along the doorway and brick. I get that we bought from an outlet and there might be a few dings but it was tore up completely on the side. We refused to accept the fridge. They then brought in our range and dishwasher with no problem. We now had no fridge and a ton of perishable food that had to be disposed of.
We immediately called the store and explained the situation. We were told if we came up to the store immediately, we could select a new fridge and they could do their best to squeeze us in for next day delivery. Rusty, the general manager assisted us. He was quite frustrated with the delivery team. He helped us with the new fridge and got us next day delivery. We had the same delivery team but this time they were more patient and came in the front door. No problems with the 2^nd fridge!
In the end, we got a great deal on new appliances and they’re all up and running now. But when you shop here, just be prepared and lay out your expectations for delivery. We appreciated Rusty’s assistance with our trouble.

This place has the worst customer service I have ever experienced.
First, never buy a refurbished anything from this place. Their refurbished exercise equipment is in terrible condition and very much overpriced.
I purchased an elliptical through their website expecting something in decent condition. No one ever called me to set up a delivery time. Days went by and when I realised no one called, I called them and was told that I should’ve called to set up a time. I then asked for a supervisor and I got pushback from the employee. When I finally spoke with a supervisor, he promised that he would waive the delivery fee and I would have a refund in a few days.
Days went by, my refund never came. The elliptical was delivered covered in old dust and without the power cord, obviously wasn’t serviced before delivery. I called again and this time I spoke with the general manager, Rusty, and he tells me that the delivery fee was not going to be waived. I asked for the power cord and he simply suggested I go out and purchase one. He again promised a discount of $ 135 but said that he couldn’t send it back to my card and it would be sent in check form. It has been 2 months and I have yet to receive the check. Every time I call to speak with“Rusty”, the GM, he tells me that he has to get in touch with someone else about the check and that he will get back to me with more info but he never calls back.
A simple «we don’t do refunds» would have sufficed but instead I was given the run-​around and am now stuck with $ 500 piece of equipment that I can’t use.

Great selection of large appliances and mattresses. We got a fancy smancy Beautyrest retailing for over $ 3500 for around $ 1000 with box springs. I admit I was a tad weirded out by the «returned & sanitized» sticker. But the mattresses were pristine. Stars were deducted because the worst customer service EVER! All Unilocal are accurate on that!

I was unaware that the old Great Indoors location had been redeveloped by Sears, but it makes sense, since they owned the brand. This outlet store is essentially a larger version of their existing outlets that dot the metroplex. About one third of the store is blocked off, and there is a mixture of tools, appliances, furniture, and even some clothing available here. I’m not really in the market for those kinds of things, but I would probably give this location a look before just buying what is available at other big box stores. Here, you may get an older model, or possibly items with slight imperfections, that being said, you could be getting a deal and still getting the Sears name behind it. I did not see very many associates on the floor though, so you may have to flag somebody down if you have questions.

We will never be coming back here. We came in for a washing machine, dryer, and fridge. We stood in the washer/​dryer area looking around for an associate to help us for a good 20 minutes. No one came, but they were all sitting in a circle around a computer at the service desk (about 15 feet from us) I made eye contact with a few and they just glanced back at the computer screen. I guess whatever they were watching was more important then customer service.

Won’t be coming back. They don’t seem to care about the customer. Why you ask? Not once did we get asked if we needed help. When we were ready to buy, there was no associate insight. We asked the front if they could send someone but no one came. After standing there for awhile we decided to take our business elsewhere.
We went to the Sears Outlet at Grapevine. Way better service and we ended up buying what we needed.
Don’t bother coming to this location, waste of time!

We had a great experience with Sears Outlet in Farmers Branch. We ended up buying mattresses and a washer/​dryer combo. Service was excellent and so was the price guarantee where we ended up saving 300.00 additional, along with our points and the sales! All in all we got good prices and we’re mostly treated good. Fernando and Zain are highly recommended managers!

We visited the Sears Outlet last weekend to find a new washer and dryer. There were a lot choices at deeply discounted prices, but we had some trouble deciding. I was disappointed that no one was coming over to help us, and when we asked for help from an employee who didn’t look busy, he didn’t seem very interested in helping.
After looking around some more, an older man came over and asked if we needed assistance, and he did a great job of explaining the differences between two models and making recommendations for us. We decided on the Amana washer/​dryer pair, and in no time he had gathered all the extras we needed, taken our payment, and scheduled a date for delivery and installation. This man single-​handedly redeemed my opinion of customer service at the Sears Outlet, so you should hope he’s on duty when you visit.
The appliances were delivered today, and the guys who brought them were very fast and polite. They called when they were about 20 minutes from arriving, and everything was brought in and installed within 10 minutes. I was impressed and will probably go to the Sears outlet again when I need to buy another appliance.

I would have never visited this place if it weren’t by my work. I went in one day to kill some time, check it out, and wow, I was blown away by their clothing selection for boys and men. I found great pieces for a fraction of what I’d pay at other places. Quality is good, and the selection is always changing. Not sure how they are on appliances and other goods. Haven’t really shopped them for that. Their staff is nice and the place is clean enough. First time in the building seems kind of odd (it used to be the Great Outdoors and the Sears Outlet doesn’t quite take up the full space.) It is def. worth a trip.

I read some pretty raunchy reviews from other places about the sales associates. And was leery when I walked in. Well they either cleaned up their act or I went on a good day. But the associates I interacted with were great. I was looking for a washer and dryer. The products were not THAT great in price and it seemed like a better place if you were an apartment complex looking for products than individual affects. I actually passed on things.

Great customer service! We purchased a refrigerator recently. When it quit working they evenly exchanged for a BETTER, more expensive model. Awesome!