Sears Roebuck and

After much research bought a Craftsman weed whacker (first mistake) at this store. For what it was, it was okay. Per purchase agreement, took in for servicing at end of weed season. Went back to pick it up last weekend. Gave the kid my service receipt and after 20 minutes of searching he tells me that model’s been discontinued and they threw my weed whacker away. (No really, I swear on both my parents graves.) But he tells me its okay because they’re going to give me a model of comparable value. Now you gotta understand I had a lot of criteria when I selected my original model — power to weight ratio, efficiency of cutting head, ease of line replacement, vibration, etc., so I don’t want just any old model they feel inclined to give me. I want my money back. No way the supervisor says, only a replacement model. So I cave, take the replacement home and try it. It’s an awful machine — heavy as a concrete block, vibrates like a, well, a 6′ foot vibrator, has the guard beyond the cutting head so the weeds keep getting tangled in head, string needs constant replacement, and need to make 5 or 6 passes to cut what my old Echo would have done in 1 or 2. Can’t use this machine. Take it back. Work my way up the food chain to the store manager. Nice enough people but crippled by awful Sears policy that says no refunds on warranty replacement. Period. Call service numbers and same sad story. So stuck with $ 165.00 weed whacker I can’t use. Store manager suggested I sell it on Craigslist — really? That’s the best Sears can do? I will never buy anything from Sears again, and service like mine is why this storied franchise is slowly dying. Don’t be a schmuck like me — go spend your money somewhere else.

There seems to be way less clothing than there used to be, and everything is pricey. The 2 times I have gone in recently, the employees were just standing around talking. I hope you don’t have a question for them. You won’t get any help.

Happy with thesales person. Happy witj my product and delivery went great. I will shop here again.

Bought two bed sets at this Sears. Great prices, great customer service! Very happy with my beds. I will definitely refer a friend.

Had a great shopping experience at Sears today! Extremely friendly and helpful staff with great selection and great prices.

My wife and I ordered a dishwasher and microwave from Sears, with delivery set for 11/​17/​2014.
The appliances were delivered, but then the drivers refused to take our old appliances, which was promised when we ordered the new appliances. We were not given any warning that this part of our agreement with Sears would be violated, the drivers just left the appliances on our front lawn and drove away. They told my wife they couldn’t come back for a WEEK, because they «didn’t have room on the truck.» (even though they’d just taken the same type of appliances off the truck to deliver them to us! How could there not be room?)
I frankly expected more from Sears. I would expect their delivery drivers would know their job well enough to perform it, rather than expecting paying customers to take up their slack and just be okay with appliances on the lawn for a WEEK.
I called customer service as soon as I learned about this situation. I was told that the delivery manager would be calling me back to resolve the situation. I did not receive this call. I spoke to «Barry» about the issue and called just after 12pm on 11÷17÷14.
I then called again at 1:30pm and spoke to «Bianca.» Bianca did not seem to have any information whatsoever about the situation. I explained the entire issue over again, and asked to speak to a manager. Bianca told me there was not a manager available, and said she’d have someone call me within the hour. I never received a call.
I called again at approximately 3:09, and once again the service agent did not seem to have any information on my issue. This time I spoke to «Dave.» Who transferred me to his manager, «Gani. (Dani?)»
Gani was unable to arrange for anyone to pick up our appliances as promised. Once again, I heard about all the reasons why this was the case, but of course none of them were my responsibility or concern. As a customer, all I really understand is that a long series of Sears employees have refused to keep the agreement that Sears made with us, and I have old appliances now sitting on my lawn. Apparently until the new pick up date of Wednesday, November 19^th, which is better than a week, but still unacceptable.
Hopefully this will help other potential customers to re-​think whom they give their business to. In the future, I will be taking mine elsewhere.

I had a particularly egregious experience with this Sears over the weekend. I ordered two power tools online. The items I wanted were in stock and I completed the online order process on Friday evening with little difficulty, and I checked the box for in-​store pickup since I needed the tools over the weekend. This message was on my computer screen after ordering (I’ve hidden the numbers and email address.:
Thanks for your order #xxxxxxxxxx
Paid with Master Card ending in xxx
A confirmation email will be sent to

Next Steps for Pickup:
1 Wait for your «Order is Ready for Pick Up» email
2 Bring your purchasing credit card and the «Order is Ready for Pick Up» email to the store
I received an email saying the order was processing. I also received a text message saying my order was ready for pick up and to bring a valid photo ID and purchasing credit card.
Later that evening they sent another email saying there was a problem with the order, but I didn’t see the email until Monday morning because I don’t check email on the weekend.
I arrived at the store early Saturday afternoon. I swiped my debit card through the kiosk that tells the employees that a customer is here for their order. In a little less than five minutes they wheeled out a box — a single box. I asked where the other box was and the employee told me that they «cancelled the order.»
???
«I didn’t cancel the order,» I said.
«The system canceled the order because we didn’t get to it withing an hour,» he replied.
We went back and forth about this with me insisting that I shouldn’t be subjected to a policy like that; my order had been confirmed and I was here to pick up both tools. He insisted that there was nothing that could be done because that’s the way the system works.
We found the item on the shelf and then ran into another problem. Since they canceled the order, they reversed the charge for that item, but it would not show up on my debit card for several days, or so I was told. This was a $ 200 debit card I had been sent for buying a Jenn-​Air range elsewhere. After the purchase, there was not enough on the card to purchase the second tool again. I insisted that I be allowed to take the item home. They agreed to that and said they would recharge my card on Monday. That’s the only reason I am not giving them one star; in the end I went home with both items ordered, but it took more than a half hour of waiting and discussions.

I had a most enjoyable experience today purchasing a Nordic Track treadmill from Sears in SLO. Manager Marc and associate Jason were extremely helpful in locating the treadmill I wanted. They were both courteous and respectful, which are traits that are hard to find nowadays.
Bottom line: I spent $ 285 LESS by buying the treadmill C600 at Sears, than if I’d purchased it directly from Nordic Track. On top of that, it will be delivered 3 weeks sooner.
I wish more people would give Sears a try. Thanks so much, Marc and Jason!

For a guy who spent a lot of time at Sears in its heyday, it’s depressing to see the store in the state that it’s in now. The huge crowds that once roamed this place are no more and the very few that I notice who come into this place is a sure indication that this place isn’t what it used to be and people have moved on.
I remembered when my family used to come here all the time. This place was THE place to get everything. Clothes, electronics, appliances, tools, family portraits, etc., this place was our Costco for the most part!
On a recent trip, I discovered that now they don’t have a portrait studio anymore. Something else that I have noticed about this location is that this location either lacks employees or they are hiding. It just doesn’t seem like the staff here cares to help.
In general, it almost feels like a ghost house and I have come to the realization that this place just isn’t what it used to be and I need to move on as well. So I did.

Best customer service! I’ve seen both managers and associates go above and beyond for their members. The majority of negativity towards the store is about the delivery team, not the store themselves.

Now you can add Price gouging to their menu. As soon as Consumer Reports gave them a favorable rating for their dish washer, the price increased by $ 300.00. Now, when it’s on sale, it is still $ 50.00 higher than the full retail price was six months ago.
Great way to rip your customers off.

DO NOT GET ANYTHING THAT NEEDS DELIVERY!!! I am so mad I can barely type. Promises, promises, promises — but no action, no delivery, no customer service. Purchased elliptical through layaway. Paid it off early on ¹¹⁄₁₆. Cashier has never done layaway and blatantly says so. She states I can not choose a delivery date, but tries pushing every date on the calendar. She sates I will get it on Tuesday the 19^th, which means I have to take time off of work. She states I will get a call between 6 – 9 the night before in order to get a ‘2 hr time window for delivery. Great, now I cannot leave my house for 3 hours. Of course, no call, so instead of going to bed, I have to call someone out of the area. All that number wants to do is ask your phone, zip code and email. They put me on hold forever and state that I am suppose to get it on the 19^th but I am not on the schedule. She will have them call me at 7AM, no later. Next morning I get up and ready and surprise, no call! I call them and «Oopsie, there was a mix up.» They claim that the sales gal choice the 19^th and the 25^th. They can deliver on the 23^rd, because they are making deliveries that day in my area. That is a Saturday, which works well for me. Again, I am promised a call between 6 – 9, 3 more hours (on a Friday night) I couldn’t do anything but sit and wait. No call. 9:05 — I call again. They say EXACTLY the same thin as before. They will call me at 7AM. Now I have to get up at the butt crack of dawn on my only day off to be ready for a phone call and delivery at 7AM. 7:15AM, Nov. 23^rd — I am calling them. Run around yet again. They will call you, I promise. No call. Thanks to the Patty H, who posted the SLO Sears Delivery Warehouse phone number, 786‑4163, I got a real person in my town named Drew. He tries to tell me Monday. «Drew, you will deliver it today, no options.» I then tell him he owes me $ 364 that I am charging for my 5 hours of sleep, 6 hours of personal me time and 2 hours of work time. He promises he will call in 5 minutes, to which I said,” Drew, are you really going to call me in 5 minutes? What number do you plan on calling me at?” He promises and gives me an accurate number. That was 15 minutes ago. I have called him back and he is still waiting to know something. No matter how much time passes — he will never have a clue! I gave him 1 hour then I will call Drew back and I will be going to the Sears store and asking for my refund on the product and compensation for my time. I am NOT letting this go. DO NOT USE SEARS DELIVERY!!!

Sears used to be the $h!t back in the day. They were thee place to buy appliances. I recall going with my mom as a kid to Sears and they had a huge candy counter and fresh buttered popcorn to eat while you browsed around the store. Remember getting the HUGE Sears Christmas catalog! it was a kids dream! The customer service was top notch. If you had an issue with anything you called the store or went into your local store and they helped you! They didn’t give you some 800 number in another country where the people on the other end have no freaken’ clue what they are talking about and can barely speak English. Now, it’s not the same. No more candy counter, no more great customer service. My husband and I have purchased several appliances from here and we have always had some sort of hang up. They also charge you $ 69 to deliver an appliance IN town?! and the delivery guys are some of the laziest people ever. They also don’t know how to hook up your appliances. Thank God I have my husband and a big truck. We pick up our own items and he installs them, bada bing. Wish Sears would go back to the way they used to be

Can I give this place ZERO stars? Worst customer service and most incompetent employees. Here is the short story of my almost MONTH LONG nightmare.
I bought a washer/​dryer set along with a stacking kit because I live in an apartment that only allows stack-​ables. When they delivered the washer/​dryer for the first time, they didn’t have the stacking kit. So they rescheduled for 4 days later WITH the stacking kit and told me I would be the first delivery of the day, at 9am. Well no one showed up. I called and they said they screwed up again and I was the LAST delivery of the day between 4−6pm. Didn’t show up until 8pm, and after they left I realized the dryer didn’t work. After calling and calling, a Sears repair man was sent out and he said the dryer was so damaged that the first set of delivery guys should have told me, but of course they didn’t. Another 2 days later they came to replace the dryer, however it was obviously not a brand new dryer like I had paid for. It was a freaking customer return dryer!!! After I complained that I PAID for a new dryer they insisted it works just fine, etc. After these delivery guys installed the «new» dryer, my washing machine DIDN’T WORK!!! Another repair person came out and noticed that the guys who installed the «new» dryer broke the hose to the washing machine and when it was turned on water leaked everywhere!!! OMG, but just wait, I’m not done. When the repair guy was looking back there and pulled out the machines, the floors had been DAMAGED! The linoleum floors had been ripped up because the previous delivery men didn’t use the proper equipment to install the machines. I contacted Sears again that now the washing machine is defective, AND my floor has been ruined. The machines have since been hauled away so the apartment complex can send a flooring company to fix the damage, but still no word on when I’m getting my new set of washer and dryer. It has been a week already and I’ve received no phone calls and when I call I get voicemail. STAY CLEAR OF THIS PLACE

After the experience I just had with Sears in San Luis Obispo, I wouldn’t buy a pack of gum from that store if it were the last store on earth.
Synopsis: picked out appliances, paid for appliances, scheduled delivery for appliances. (The sales associate that sold us the appliances was the only positive part of this whole experience — he was fantastic.)
At 3 p.m. on the day our appliances were supposed to be delivered, I received a call from a woman who told me that our appliances weren’t going to be delivered that day afterall. She said the delivery truck had broken down and even though it was fixed at that time (here’s the lie part) «the delivery people aren’t allowed by California law to work over 12 hours» so they can’t make your delivery today. More like the slacker delivery guys didn’t want to do their job which would have required working later than they obviously wanted to. She also told me that we would receive a call that evening with the delivery window for the next day.
The confirmation call never came so at 10 p.m. at night I call the main Sears delivery number and get a woman on the East Coast. She tells me my order isn’t scheduled and the next time they’ll be delivering to my town will be the following week. Needless to say, I wasn’t pleased.
The next morning my husband went to the store in San Luis Obispo right as they opened and told them they had better deliver our appliances that day or they could refund our money and we’d take our business elsewhere. The excuses continued when a store clerk tried to make my husband feel bad that the delivery guys had «5 extra deliveries to make that day and had to start at 8 a.m.» Boo hoo. Maybe if they hadn’t knocked off early the day before and made the deliveries that day they wouldn’t have «5 extra deliveries» to make.
When the delivery bozos finally arrived they were in a Uhaul trailer (how unprofessional is that?) and were copping major attitude like we were inconveniencing THEM (who had to take 2 days off from work to wait for them?). It was clear they didn’t want to be there and had no clue what they were doing. And when the water line kit we purchased wasn’t long enough, one of the guys just shrugged and left it at that. Good thing we paid $ 69 for «set up and put in place.»
I wish I had read some of these reviews prior to walking into Sears because I never would have taken my business there in the first place. For anyone smart enough to look at the reviews first — take your business ANY PLACE besides Sears in San Luis Obispo.

I tried to get a filter for my refrigerator… after a half hour of some fool in some other state fumbling around her computer and putting on the full court sales pitch, I read Patti V’s post and called the number she provided (786‑4163). They didn’t have the filters there, but some nice kid gave me the direct number to the Mgr in SLO (783‑7233). Megan (Mgr) sent me to Jonathan who helped me in seconds… Whew!
Good Luck ;)

Just passing on information about the WAREHOUSE/​repair drop off location.
I’m new to SLO. Vacuum broke. 800 number and customer rep in some call center in another country tell me to drop off at the store on Madonna Road.
Sales associate says, nope — go to warehouse for repairs.
It’s like a secret club — you can’t get the address from any of the 800 number reps and there’s no phone number listed!
So, here it is:
Sears repair center in SLO
1310 Roundhouse Road
Direct line
805−786−4163

On 8÷27÷11 my husband and I went into Sears and spent about two hours picking out a new bed. We finally made a decision and purchased the perfect mattress. We had to wait 10 days for our mattress, but we thought it would be worth it. On 9÷7÷11 we picked up our mattress. It was the wrong mattress! When we inquired as to what happened to the mattress we ordered, we were told that the sales person who wrung us up punched in the wrong code. I called on 9÷8÷11 to report the problem and get it sorted out. The sales associate I talked to informed me that the right mattress would be delivered on 9÷12÷11 and that I would have to pay an additional $ 100 for the mattress I originally ordered (event though the price we paid was for the mattress we picked out). No one contacted me, and no delivery. After two days, around 10 phones calls and being hung up on 5 times, I still do not have the right mattress and have no idea when I going to get it.
What happened to 100% satisfaction guaranteed? I am a young mother with a a toddler, so spending 20 minutes on hold every day is not conducive to my life or my sons safety. On top of that, I am not sleeping (because of the wrong mattress). I have been patient, accommodating and talked with many people at Sears to try and right this problem. No one seems to care and when my situation gets to complicated, they just hang up on me.
Sears was a company I went to and trusted because I believed they had superior customer service, but I can see that I was wrong, as there is no end in sight for this problem.
Sleepless in Pismo,
Cheré Winkelpleck

Old store. Small. Not the best management.

In the past couple of years, we have purchased several appliances and electronics from Sears in SLO. I’ve been very pleased with the prices and especially the service. (The service guy that showed up on time in the pouring rain was especially awesome). The one star is for what happens after your purchase.
1−800−827−6655. You will get to know that number by heart. This Saturday morning at 8:20 the phone rings and we know who it is without looking. My wife answers the phone and politely but firmly tells the woman that she woke us up; no, for the last time, we do not want to extend our warranty. (This time it was on a Blu Ray player we bought two years ago.) The woman then says «You wouldn’t have bought the DVD player if you didn’t want the warranty». My wife then hangs up the phone.
She’s got a point. If I bought the product at Sears I must subconsciously want the warranty. I think I’ll remedy this by no longer buying anything else at Sears.