Sears

Do not buy their lawn mowers. I purchased one of their most expensive models (Craftsman model #71−37 237) equating price with value. I was wrong the machine failed to work after 3 uses. I originally bought the machine at store# 1368 in Concord but since that is not a service center the tele-​CSRs had me take the machine to the Benicia Stoneroad warehouse, which was a waste of time, as the they no longer handle repairs. I called the Tele-​CSRs and after apologizing asked me to bring the machine to their Fairfield #1159 store, so I did, this was on 2÷13÷16. Today is 3÷11÷16, I called back 2÷20÷16 to ··(store clerk had told me they would get back to me with a status in a few days)·· follow up, they told it would be another 10+ days. After not getting a courtesy update I called 3÷11÷16, Sears response: we have gotten several of these models back therefore we have no idea when we will get back to you about your mower. This response was from the clerk that wrote up the work order, and response was similar from the (not using names as the employees might not be at fault) manager escalated to. I also called the credit card arm to see if they might intervene, and unfortunately not. In the meantime my grass is taller than it was a month ago and Sears is unable to remedy simple issue. I’ll have to hire a gardner in the meantime.

My 2 year old oven (that I purchased a home warranty on) stopped working. Tried to resolve problem (as it SHOULD have been taken care of!) through the Home Warranty department. Very bad experience, resulting in me escalating problem to CEO, COO, CFO. Finally resolved, albeit still with problems. Missed 3 days of work due to cancelled appointments, had to wait over 1 month to get service tech appointment, and then 2 appointments were cancelled by Sears within 15 minutes of tech scheduled to arrive. Sears needs to have enough service techs available to reasonably service within 2 – 4 days, and the techs need to show up!!! Since Sears didn’t do this and I missed 3 days of work, you replaced my oven, resulting in me paying over $ 700 MORE for replacement model. My oven that needed to be fixed was only 2 years old, so really, if service tech had come out, it was highly likely it could have been fixed at no cost to me. So, I am $ 700 out of pocket, missed 3 days of work, and Sears customer service agent wouldn’t agree to just give me a complimentary 3 year service contract to make amends and try to redeem themselves? If you want a HAPPY customer, AT LEAST do that for me!!!

I love the inventory and great bargains in this store. Long lines, but hey, that just shows something is working right.

I don’t shop at Sears, but I went through this entire location and this is definitely a big store. Two floors of merchandise, with the clothing on the upper level and housewares, mattresses and electronics on the lower level. Personally, the reason I don’t buy anything at Sears is because of poor customer service, as other Unilocalers have pointed out.

Terrible customer service. My wife and I were ready to purchase two sets of dinnerware. There were no carts to be found so we each carried a box toward the lower entrance to check out. We saw an employee (department manager?) and asked where the checkout was and she pointed towards electronics. We got there but could not find anyone to check us out. We finally found our «helpful» employee who made a call and suggested that we might try to checkout through hardware and then left us there. No offer to assist us with the boxes or to ring us up herself. We walked out and Sears not only lost out on that purchase but any future purchases as well.

SEARS TOOK AWAY TOOK MUCH OF MY TIME AND ENERGY ON THIS PURCHASE!!!
On December 13^th I purchased a Beauty Rest Black queen mattress. The price listed included the boxspring which I didn’t want at the time. John N. put in the code that should have reflected the price difference but it kept coming up as the same price. He had to manually discount it which involved a managers approval. I didn’t realize I had an open Sears account so when I went to apply for the 24 months financing the application was not approved. After about an hour and a half, the transaction was complete and delivery was set up for Dec. 19^th. On December 15^th I decided to add on the boxspring and frame afterall, so I called and spoke to Richard who was able to get the purchase done over the phone. He could not guarantee that it could be added onto the same delivery for the 19^th but said he would call back to confirm either yes or no. I never received a call, so I called on my way home from work and spoke with David who ended up calling and leaving a voicemail that everything was set up for that Saturday. This made me happy! Then the very next day Dec. 16^th I received a text saying my delivery has been rescheduled to ¹²⁄₂₄ per my request!!! I never requested this nor did I receive a phone call regarding a reschedule– This should be based on my schedule not chosen for me. I was off on the 17^th so my mom and I went shopping at the mall and stopped into Sears to try and get to the bottom of the issues. Alanie– the manager — helped me. She talked to Dorothy at the distribution center and determined the reason for the reschedule was that my mattress would not be in the warehouse until the 22^nd. Still they never let the customer know. She ended up giving me $ 100 credit to my Sears Mastercard and got them to deliver on the 23^rd. I continued getting texts saying my delivery was set for ¹²⁄₂₄ so it was confusing me. I never received a call on the 22^nd regarding my delivery so I called them. The lady I spoke with said that my delivery window was 2−4pm. Alanie had talked to the warehouse to delay the delivery b/​c now I am working that day as opposed to being off on Saturday. Additionally, the lady said that my frame did not make it to the warehouse and would be delivered on ¹²⁄₂₇!!! I called once again to speak with Alanie and let her know what customer service had told me and she CONFIRMED all three pieces would be delivered on ¹²⁄₂₃ however could not guarantee it would be after 5 pm. She also said I would get a call from delivery before they showed up to my house. At 1:45pm, my mother sent me a text message picture of my bed being set up. 1:45pm. It just so happens my mom pulled in 10 minutes before they arrived. I was livid. Alanie said once again I would get another $ 100 credit and that was all she could do. I am still waiting on that credit. Now I have my bed and I do like it and thought I was done with Sears… I get home Sunday to find another frame. They still sent a frame even though I had one from ¹²⁄₂₃. I called customer service and sure enough they CHARGED ME TWICE for that frame. I had to set up a delivery time for them to pick it up (yet more of my time taken from Sears).
Alanie did try her best to help fix things, but there were too many errors in my purchase. Spending that kind of money (over $ 2000) warrants better service. I am not happy with purchasing a mattress from Sears and will make it a point to tell my friends and let them know to do business elsewhere.
Although, John N. was a nice guy when I was purchasing the mattress (probably cause he gets commission) he was condescending in future interactions. I did not appreciate that at all, especially being a disgruntled customer. .
I spent way too much of my time and energy on this mattress purchase. (and this review HAHA).
IF YOU PURCHASE A MATTRESS FROM SEARS, GOOD LUCK! THEY DO NOT HAVE THEIR SHIT TOGETHER.

Both my wife and I went there the Saturday before Christmas. We found check out to be a nightmare. With only two check outs running and probably 50 people waiting in two possible lines. The customer service between the two checkouts was even worse. The clerks said that they were not checkers and were only responsible for their sections. They then said that the checkers just needed to check faster and started laughing. Everyone waiting in those two lines were all agreeing that they would never ever return to a Sears store. To top it off one of the checkers at the front of our line disappeared only to come back in 10 minutes smelling like booze. Only being able to check out in two locations in this huge department store is an incredible upper management failure at even the feeblest attempt at providing the most basic type of checkout and customer service.

I was totally disappointed with Sears! They delivered my new mattress last week and when I bought it I paid for the pick up of my old one. When they came they said my mattress was too old and stained to be picked up. I told the delivery guy that I had paid for that service and all he said was: «call Sears and they will give you your money back but I can’t take it!» My question is… Why not? Why do you offer a service you won’t complete? Of course I would never buy there again!

Sears delivered my new mattress today in the time spot given, however they refused to take the old mattress away despite the fact that the salesman said they would. I was sleeping on it this morning and it is OK. However the delivery people said that there was a stain on it and they would not take it. The stain is not that big and the mattress is 19 years old. I phoned the Sears customer service and was told I would get a phone call in 2 hours with a time to haul away my mattress as it was only going to the dump and a stain did not matter. No phone call was ever received. After waiting for many hours, I phoned again and was then told that they would not haul away my mattress. I wish I had bought a mattress at Mancini as I phoned them and they take any mattress away even those with a small stain it.

Sears is the worst company I have ever dealt with for home delivery of appliances. Firstly they sent a truck that was too big for my street (having advised them of this at the time of ordering). Then they rescheduled for 4 days later but failed to come and when I called them they said they had rescheduled delivery for 3 days later — without advising me. Once again my delivery did not come on the newly appointed date so I called them to be advised that they had rescheduled delivery once again, but without advising me! I am now having to take time off work for the 4^th time in 10 days for this delivery. I am not very confident that it will arrive on the next scheduled date though… They are no better on the phone either. Each time I have asked to speak with a supervisor with limited success. Completely unacceptable. customer service.

The store demonstration and purchase went well, and the Concord, CA Sears salespeople matched the lower price that Best Buy advertised for this LG Washer and Dryer. However, the delivery was horrible and unprofessional. A beat-​up truck arrived at the promised day and time, but with the delivery company’s name shown with crude, metal, stick-​on letters that you purchase at the hardware store.
When I asked why the washer drain-​hose did not have a U-​shaped adapter at the drainpipe end, they told me that it was no longer needed. However, I looked at the installation manual while they were there, and it showed that such an adapter was required in order to prevent the hose from kinking and for the drain water to not back-​up into the machine and eventually damage the motor, pump, and floor. When I asked the three delivery boobs about this, they lied and said that it was not included in LG’s shipping box. I told them that – in that case – I would refuse delivery. They fumbled around in the back of their filthy trunk and – miracle of miracles – they found the adapter.
I later discovered that they had not left the shipping bolts, which are necessary for any future washer moves. They also failed to install the large, plastic, varmint plugs that cover the large shipping-​bolt holes in the back of the washer. I had to call the manager at the distribution center several times, and after several weeks he finally found the bolts and plugs – which were probably taken from some other unwitting customer’s washer installation
I never received an explanation nor apology. Why does Sears contract with lazy and incompetent buffoons that: (1) cannot read, comprehend, and follow simple installation instructions, (2) try to BS customers with some jive into believing that they know what they are doing, (3) incorrectly install appliances, which will lead to performance problems and/​or premature failure, and (4) damage Sears’ reputation?
I fault Sears’ management for being negligent and indifferent for not evaluating the performance of their delivery contractors. I also fault them for not responding to customers’ complaints in a timely manner. They apparently do not care and only hire the lowest, cheapest bidder.
The bottom-​line: I now avoid purchasing Sears’ appliances, which used to have high reliability ratings, because of this (and many other) delivery issues. Closely monitor the people that deliver and install your appliance (s). Do not rely on a neighbor or relative for this function. Verify their work with the manufacturer’s installation manuals or labels. Question anything that does not look right BEFORE signing the delivery receipt. When purchasing an appliance, determine who delivers and installs it, e.g., contractor, retailers employees, etc.

Such a frustrating experience! My mother-​in-​law, who is very elderly with severe health problems just purchased and had delivered a refrigerator. It was delivered Oct 21, but due to a water line issue they were unable to install. My husband said that he could fix the problem and was told they would come out that afternoon and install it. By the end of the day no one had come out and no one had called. A call was made and she was told someone would be out Friday to install it, as she was not on their route for an installation on Thursday. No one comes out or calls so another call is made and my husband was told they didn’t have an address to go to. How can that be?! And why didn’t someone call to get an address? How can you schedule an appointment with no address!
So now the story is it will be installed Saturday and someone will call Friday night to confirm. No one calls Friday night so my mother-​in-​law calls this morning to find out what time they will be at her house and is told they will be there between 5 and 7 p.m. My husband calls to see if someone can make it out earlier just to make it easier on his mom and is told that she was not on the schedule and the earliest someone can come out is the 28^th. What is going on with this company? Several minutes go by as my husband tries to explain the commitment they already made for installation but gets no help. He ends up calling someone else and is told the same thing, nothing available until the 28^th. He asks and finally gets a supervisors number and calls. He talks with the «highest» supervisor there supposedly is. She tells him someone can come out November 1. After about 45 minutes of discussion and frustration she says someone can be there tonight between 5 and 7 p.m. We’ll see, my husband will be at his mom’s house this evening, waiting. In the future, we’ll make sure if the job can’t be done at the time of delivery, the appliance goes back on the truck with them, then if there’s any problem, business can be taken elsewhere. Fortunately, my mother-​in-​law has a son who can handle this type of thing for her, but not everyone is in that position.

My washer and dryer stackable finaly gave out on me. As I was growing up my mom always shopped at Sears for her appliances so I followed in the family tradition and headed over to Sears in Concord. I was approached by a salesman named Gurpartap. He was very polite and eager to help me make a decision that was right for my needs. After comparing a few models I choose the Kenmore Elite in Metallic even though it was $ 100 more than the basic white color. Gurpartap explained the benifits of the extended warranty and i decided to add it on to my purchase. The delivery men were on time as scheduled and installed both units without any issues. Now hopefully I won’t be needing a new set for many years to come.

Yikes. If you could give negative stars I would. Ordered a washer/​dryer combo 5 weeks ago. After 3 delivery attempts, all cancelled or re-​scheduled the day prior, I give up. Spent over 5 hours on the phone with delivery and customer service and we still don’t have our appliances. What a huge waste of time with a bunch of idiots who don’t know anything about customer service. I used to love going to sears and it was your neighborhood department store. Apparently, nowadays delivering a washer/​dryer eludes them. Cancelled my order and will buy from a place that offers same day delivery. Tried to support a local chain but I wouldn’t buy anything from them every again and neither should you if you value your time and money.

I should have gone to Unilocal before this purchase. What terrible service. Ordered a refrigerator. The «warehouse» arbitrary changed my delivery date to a week later. When I called to complain, they couldn’t (wouldn’t) move the date closer to what I was promised in the store. They did offer me an $ 80 gift card for my inconvenience — that I never received. I don’t know why I keep giving these guys a chance. Maybe nostalgia. They disappoint every time and it’s surprising they are still in business. Probably because of gullible repeat customers like me.

TERRIBLE EXPERIENCE!!! I will NEVER shop at Sears again. I have been a Sears customer for over 20 years, but will absolutely never go back. The short version of my story — I purchased a $ 3,000 refrigerator. Freezer stopped working. Repair person came to fix it but had to order parts. 2 months later parts arrived and were replaced — then fridge and freezer stopped working. Was told that I had bought a Lemon! No repair possible. Sears blamed manufacturer — manufacturer blamed Sears. Final result — I was told that I had to buy a new fridge. Worst customer service experience I have ever experienced!!!

The Sears Concord store is one of my favorites, and the ability to order on line and pick up same day is a huge convenience and savings. Their online site is as good as Amazon, in my opinion.

Two Stars for the polite sales people who do their best in a bad situation. If you buy an appliance from Sears, beware. Their delivery does not include haul-​a-​way of your old appliance. So you have to call a pickup service (the people who used to race to pick up old appliances for free, are gone. Perhaps metal prices have collapsed). And those junk pick up services are expensive and also charge you a dump fee. Another reviewer mentioned that Eddie Lampert, a takeover specialist, has bought Sears and is busily picking it to the bone before bankruptcy. Maybe that’s it, but how sad to see one of America’s finest old companies dying right before our eyes.

Had a decent shopping experience. Only major complaint is that the sales people protect each others’ commission to the point that I had to wait 20+min to be adequately helped. I bought a washer, dryer, and dish washer during their friends and family sale. Was really good prices for the quality of the merchandise.
The main reason for the 2 star review is that getting the washer dryer installed is becoming a huge hassle. First when it was delivered I was told that I should of had a drip pan ready for it. This is the first time this had been mentioned to me. The installers did not have one. They said this was the only issue. So I had to reschedule. Went to home dept, got a drip pan. Earliest install date was 4 days later.
Installers showed up ½ hour before their delivery time. So I didn’t have anyone there to meet them. They should have called with the update. Then when I could get some one there, this set of installers said that they would not fit because there was not enough room in the back even though there was at least 6″ extra space in the closet. To complicate matters I am not even sure that was the real issue since this set of installers barely spoke any English and seemed more interested in leaving than providing good customer service.
I then called once again to reschedule. The next available date is again 4 days later. The call center person seemed wholly oblivious to the fact that I am very close to returning this merchandise and taking my business somewhere else! On top of that she constantly referred to me as as ‘ma’am’ even after being told my first name and being directed to call me sir. If this next crew can’t install it or at the least properly explain the issue I will be going some where else to buy this appliances now and in the future.

I have to share with all of you out there my horrible Experience With one of sears workers in sunvally mall! l I’m Jewish and proud one this girl came to my store thats in the mall with one of my mall friend I Never met her before he asked me what I’m doing i told him that I’m try to catch up in what’s going on in Israel with my family all of a Saddened this girl start to Cursed me and did a natzi sine and call me names and free Palestine I was horrified she keep on doing the sine anthill I called the Security she left and after that i hard she keep and work like noting happens
I was the one for need an Escort by security to my car… I felt horrible and Scared… one thing I now I will never Shop in this store again people that give work to Racism and hate will not get my money! Or my friends!

Well today I give the award for worst customer service to the Sears shoes department looking for shoes and no sales rep to be found! But check the employee back door and I find 3 sales from shoes laughing and talking when I asked for a size shoe, the young lady takes the shoes but continues to talk and joke while I wait out the doors !! Had to ask her if she located the size then she stops talking and finally looks for the shoe… Next search at Sears is to find a register that’s open !! No luck walk to the lands end cashier and when ask about points she proceeded to tell me she is not Sears she is lands end! Ok no help here !! I’m just not going to shop at Sears ever again !
Your customer service is the worst. And your employees are even worst … They need to see if they want to work or not! Give them better training!