Sears

Terrible service. One of the ‘Managers’ is rude.
Oh well, what can you expect from Sears I guess… They’re no Nordstrom.

Phenomenal customer service experience. Yes, Sears somewhere else screwed up in an extended warranty repair. Yes, over product generations quality appears to have gone south. But when we were told «bring in what you have and we will replace it» after some time of jointly trying to get things fixed we didn’t expect to walk out with a much superior product and have a great experience doing it. We had lowered our expectations and anticipating maximum pain when we went, and we are blown away.
Store management gets it. The staff gets it.
There are customer service lessons in our experience many other retail brands could learn a lot from.
We will be back. You took care of us when things went wrong and we won’t forget. Thank you.

NIGHTMARE!!! If I could give this a 0 stars, I would. We bought a cuddle chair from them over Thanksgiving. Went to the store, tried it out, and bought it. Our delivery was supposed to be the 30^th of November. Then Delivery called and said, Delivery date changed to Dec. 9^th. Then they called and said Delivery date changed to Dec. 15^th. Then they called and said delivery date changed to Dec. 19^th. I tried to get ahold of someone in delivery — they are in another country, English is their second language, AND there is absolutely NO WAY you can get a supervisor in the US to help. We tried getting ahold of a customer service agent in Redmond, and they were unable to help. We ended up cancelling our order — and now no lounger for our home over the holidays when we have company. Thanks a lot Sears.

If I could give it 0 stars, I would… But unfortunately, 1 is the lowest… Shopping for refrigerators, first I got a very young and useless salesperson. Then I found another salesperson named Mark who was more helpful and knowledgeable. I purchased the refrigerator (they had only a few models that fit my requirements), and then a week later SEARS delivered the WRONG one! The delivery guys realized after I had already cleaned out my entire fridge. After I had taken a day off from work and removed EVERYTHING from my old fridge, I had to put it all back in because Sears made a mistake. I had to call customer service 3 times to get it rescheduled. They didn’t even let me pick a date — they just rescheduled it automatically without asking me if I was available that date. I asked for compensation for time lost (day off to receive the wrong fridge, multiple phone calls, etc.), and they offered me a measly $ 50 gift card AFTER a customer service clerk had previously offered me $ 100 (which her supervisor denied). What kind of service is that? I am absolutely not going back to SEARS for my other appliances. Prices may be decent, but it’s not worth the awful service. I DO NOT RECOMMEND this store to anyone wanting decent service. The customer service representatives are difficult to understand over the phone; they are constantly saying «I understand» and «I apologize» but it’s clear they don’t understand and don’t care. Feeling abused and angry. DO NOT USE SEARS FOR HOME DELIVERY!!!

We purchased a Kenmore refrigerator from Sears 6 months ago. Today, it completely shut down. Sears Home Services advertises a 24-​hour help line for appointment scheduling. I called this evening and the soonest they can send a technician out is 8 days from now. What am I supposed to do with $ 1,000 worth of food in the meantime?

I wish I could give 0 star if there’s such option. We ordered 2 samsonite suitcases on Black Friday, which involves a buy 1 get 1 free coupon, for a total of $ 106. Later we were informed that the smaller suitcase was not in store and they had to cancel for that small one. Funny thing is now we don’t qualify for that buy 1 get 1 free and thus some other discounts, so the large one alone would cost $ 200…Canceled the order. This is not the first time I’m pissed off at Sears. Really have to warn myself to remember that I’ll never shop at Sears again!

Recently purchased the kenmore elite fridge it’s a $ 3600 fridge I’ve had it since August it’s not even two years old yet and it’s already broken down. also purchased their freezer which we had replaced as soon as we got it because it wasn’t working straight out of the box. not to mention when they came to drop off the new freezer it wasn’t even the right freezer it was totally different fridge. Worst customer service ever, Sears repair, Sears delivery anything that has to do with Sears even getting a hold of the right department you have to be transferred like eight times. Be prepared to be on the phone for at least two hours people treat you like you don’t know what you’re talking about the transfer you just so they don’t have to deal with you. We have been without a fridge for almost 2 months now the first time they sent someone out he ordered the part the next person they sent out the technician realized that the first guy that came had ordered the wrong part so he wasn’t able to fix anything, he had to order the correct part. The third time they came the part was damaged so they couldn’t do anything to help us that day either. Finally the right part was ordered and on Wednesday the 18^th they were supposed to come and repair the fridge so then we get a call saying that their technician is sick and they can’t get anyone out there today. Are you serious Sears! Not only have we been waiting weeks in between each failed appointment but now you’re telling us that you can’t send out any other technician to help us out, you’re telling me that you only have one technician available for one whole area. This is the biggest crock of poop I’ve ever heard so then I go on and call Sears repaired to make a complaint and tell them how this is ridiculous we been waiting forever for this appointment and now they canceled it the lady goes on to tell me that my appointment was never Wednesday the 18^th it was actually the 22^nd I just couldn’t believe
are you going to tell me ! I wrote it down on my calendar I’ve been waiting for weeks for this appointment and now you’re telling me that I’m incorrect acting like I don’t know what I’m talking about not only did she laugh at me but she was super rude so then I asked to speak to a manager and her manager confirmed that my appointment was indeed November the 18^th. she said sorry there’s nothing she can do but they can get someone out there soon as possible. You know how many times I’ve heard that. You’re I’m so sorry doesn’t change the fact that I haven’t had a fridge for two months, that I’ve had 200 or more dollars worth of food go bad, that I’ve had to been living out of coolers for the last two months now and it’s almost Thanksgiving. Alls I’m saying is if you are thinking about purchasing A brand-​new appliances at Sears just be prepared for it to break down and have to deal with their horrible customer service horrible Sears repair appliance service, be prepared to have appointments missed wrong parts ordered, be prepared for the worst customer service ever!

This Sears has all contactless payment device equipped but blocked Apple Pay purposely, because they have exclusive contract with another contactless payment service provider (CurrentC) who collects customers’ info, share with other parties, and bypass credit cards so customers can’t dispute transactions. Obviously Sears doesn’t care about customers’ privacy and doesn’t want to take my money.

Terrible! My boyfriend bought clothes there last night and EVERY security tag was left on them! We are going to a wedding in an hour and have to go out of our way cause the stupid employee couldn’t be bothered to check the clothes when he rung them up. WTF kind of service is that?!? Horrible and inconvenient!

Wow. The level of attitude and arrogance here is unimaginable. The employees need a lesson in customer service. The cashier was a walking zombie. The people were just rude. Not that hard to answer a simple question «what color goes good with this shirt?» OMG. Her answer «why would you do that?» I don’t know. Cause I have a sense of style?
Rude and incompetent employees. Never stepping foot ever again. Except to return all this stuff I bought.

We have bought several appliances and mattress and box spring at this store. The appliance installations were HORRIBLE! The washer and dryer were not balanced on the pedestal so that when the washer was on spin it would rock violently on the pedestal.
The dishwasher was installed pushed back too far and arrived scratched.
We will not buy another appliance here. We spent thousands at this store and will not spend another dime here on our kitchen remodel new appliances.

Bought installation services from Sears and received terrible customer service, unorganized scheduling, they made promise to show up on the scheduled date, but they never called the day before to give me a time window as promised…, they never showed up on the scheduled date as promised,… I called them several times to get the status of the order and asked when these guys are gonna show up,… asked to talk to supervisors and every time got different stories as if I called totally different companies… People on the phone are obnoxious as hell with repeating themselves and keeping on asking the same stupid questions over and over, the supervisors are not very bright! I spent probably over 4 hours on the phone on hold waiting for these guys to call the 3^rd party installers! installers kept on ignoring their email and voice messages… Finally the day after they were supposed to show up I found a phone number to call sears to complain! the person on the phone re-​scheduled and said sears technicians will show up,.we’ll see if they actually show up! (will update this post accordingly)…It’s been a while (years) since last time I bought anything from Sears, this recent experience reminded why I should not do business with Sears!
Terrible customer service!

My boyfriend and I went to Sears tonight to purchase our first BBQ! A friendly associate named Jafus (not sure if I spelled that correctly) was very helpful!!! He went the extra mile when it came to making sure we found the grill we wanted. He helped us pick out extra accessories and tools that we’d need and was very informative about how to take care of our new grill and helped us pick out a cover for it.
Thanks to the hard work from Jafus, we left Sears tonight with everything we needed, and all for a good price! (although we do have to come back for the grill since it didn’t fit in the car)

Similar to other reviews… DO NOT USE SEARS for appliances. Our dishwasher went out and I purchased a new one from Sears over equally priced competitors because they could get it delivered and installed 3 days later.
Turns out that was a FLAT LIE. They scheduled it for a Saturday and the company they contract with for installation is closed on Saturday. It will now be 8 days later than what they promised that I will get a dishwasher.
Trying to get everything sorted out is impossible. No one knows anything, and route you back and forth. My plan, completely cancel the order and go with a different appliance store even though it will be more expensive. I have learned my lesson with Sears… never again. You have lost a customer for life.

I have never had a bad experience coming to this store since 2001. Very friendly staff. I guess I am the lucky one compared to all these reviews.

I bought a dish washer last week — I needed for replacing the old one in my rental property, that was supposed to be on the market by next Tuesday. I made very clear I need by Friday — they promised to deliver on Wednesday. Tuesday evening I got the confirmation — Wednesday morning, an arrogant delivery person called me at 7.00 am to let me know they wouldn’t deliver it. Regardless my complaints, they booked a deliver on Monday. The next day I called Sears delivery and asked to deliver on Monday afternoon — they told me no problem. Late evening on Sunday I got the confirmation for Monday between 8.45 and 10.45. I called right away but they were closed. I called Monday morning at 5.30am — they told me they would let the delivery crew to deliver after 10am. They also told me they would have called me one hour early. At 9.00 they called to let me know they would be at my place at 9.10 — I asked to postpone, they told me no problem. They also promised to call me to let me know the precise time. Since then I called 2 times the delivery crew, one time the sales person and several times the customer service. They told me 4 times the crew was on their way to my home — so I waited. At 4,.00 pm I called again, since no communication received, and Sears told me they had to reschedule to Wednesday.
At that point I already had the technical scheduled to connect the dish washer on Monday (since Sears doesn’t do that) and my realtor to come over to take pictures of the kitchen. Thanks to Sears I was not able to have the house ready for the brokers presentation on Tuesday. My property will hit the market on Thursday assuming I will get the dish washer on time (which I don’t believe so).
Updates: I called Tuesday at 4pm to make sure they would deliver on Wednesday as promised. The customer service told me the delivery had been scheduled for Friday. I complained and told them that Monday I talked to a Manager and she assured me it would have been Wednesday. I also asked to talk to a Manager again — they guy said he was busy and he would have called me back (which never happened). He said the dispatcher would call me on Wednesday (today) at 7.00am — I didn’t happen — so I went to Albert Lee Appliance got a dishwasher and cancelled the order. Sears will refund me and it will take 10 days — that is unacceptable and I’m filing a complain to Better Business Bureau —
So far I bought all my kitchen appliances at Sears — I won’t do that again. They are not professional, they don’t care about customers, they made me waiting for half day at home, they communication stinks. Really NO REASONS to go there again — they are not reliable.

We recently bought a patio set and were pleased with the selection, pricing and service.
Every time I visit the store I am shocked at the lack of customers. the store is bright. clean and well displayed unlike the trashy stores in California.
Hopefully Sears can survive in this cutthroat marketplace. As I said, the store always seems to be deserted.

Bought a range but what a nightmare getting the right one! In spite of spending extensive time with the salesperson in-​store, we got the wrong range. It’s just been a nightmare trying to get it replaced with the one we need!
Returns to Sears seem just imposible, even when we had the salesperson call them and talk with them in the store and tell them he messed up, we can’t seem to get them to replace the range!

Here is another short add on to me previous review. I cancelled my order. Sears refunded the money back to my card. It’s already been 3 days and I still have no money on my bank account.
I called my bank and they were surprised that it takes this long.
What I found out is that sears are playing with stocks on the market. They are loosing money and trying to make up for it by keeping peoples hard earned money with them as long as possible to get an interest percentage.
No wonder sears is going out of business.

Stopped in to look at freezers. They only had a couple models on display, and we wanted to ask some questions about our choices and delivery options. First person we found told us to talk to another clerk, who directed us to another clerk, who was busy with other customers. We waited for what felt like 30 minutes for help that never came. Store didn’t seem overly busy; not sure why we couldn’t find help.
Long story short, we waited so long that we decided to go to another (not Sears) store, where we bought both a freezer and a lawn mower, and will likely return for help with our kitchen remodel.
I’ve had better experiences at other Sears stores, so who knows what was going on.