Category: | Appliance Store |
Address: | 960 Sherman St, San Diego, CA 92110, USA |
Phone: | +1 619-497-1123 |
Site: | searsoutlet.com |
Rating: | 2.7 |
Working: | 9AM–9PM 9AM–9PM 9AM–9PM 9AM–9PM 9AM–9PM 9AM–9PM 10AM–7PM |
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Cebert Currie
I would give them 0 stars, but this is not an option. This is by far one of the worst customer service experiences I have had in my life. Emphasis on the IN MY LIFE. So we went into the store to purchase a stacking washer and dryer (front loader) set. We were initially greeted by Marcos. We told him what we were looking for, he then proceeded to tell us he hadnt seen a matching set all day and quickly steered us to the combo washer/dryer section. You could tell he was in sales only mode as once he sensed we werent convinced with his recommendations he basically split. We continued looking in the front loader section and then ran into Estefanie. She was very kind and helpful and spent much time with us. We explained what we were looking for, and she advised that the models dont have to match only the brands. Something Marcos apparently was not interested in sharing with us. Anyway armed with new more accurate (hopefully) information we found a set of Whirlpool machines and after discussion amongst ourselves in the sweltering warehouse Sears calls a store, decided to buy. We bought everything we were told we would need for installation: new hoses, new gas line, new dryer vent, etc. What we were not told was that we needed a stacking kit. Fast forward to delivery day, the delivery drivers arrive with the machines and let us know well we cant install them stacking because you dont have a stacking kit. I didnt even realize I was looking for a different part at first because I bought everything I was told I needed. I even asked this is all Ill need. After 4 hours of phone calls, not one was called back to me despite giving them my number repeatedly and telling them to deal with me not my mom or wife I thought we finally had it sorted out. While I wasnt happy I would have to wait 2 days for the installation, at least it was solved, or so I thought. Last night my wife received a call letting her know the part hasnt come in so the installation would have to be Friday. Again not happy but what else can we do. Then today another call this time to say it still hasnt come in and now they dont have a date to give us. Now I am beyond livid. I was angry before, now Im livid, I was told the delivery is coming from LA. LA is 2 hours drive from here, someone could go pick it up and be back in SD in half a day. Now were at a minimum of 3 days to fix a problem that shouldnt have happened to begin with. Being that this was their error they should be willing to FedEx it overnight to make it right. Even though it was their fault, I didnt ask for any freebies, Im a business man and I dont believe simple mistakes warrant free items, and I paid for the item 2 days ago, the same day the whole ordeal started. The fact Im still dealing with this is incredulous. So now on top of not being able to wash and dry clothes for myself, wife, 2 year old, and 10 day old, I also have an unsafe environment, not to mention cluttered since I have two machines in my living room. At thjs point Ive spoken to managers Scott, Luis, and this morning Charles to resolve this. I spoke to Charles an hour ago and am hoping for a call to resolve this soon but given the results from his predecessor Im not holding out much hope. Ill update if this gets resolved, however I want people to know how bad of an experience they may have trying to save money at this store. If you are not going to save more than a couple hundred, then I HIGHLY RECOMMEND you do not set foot in this store. UPDATE: Charles did come through and sort this issue out. Friday he had delivery out with the parts necessary to connect the machines and get them working, albeit 72 hrs late the machines are finally in use. I dont know the involvement of the other managers I spoke to however based on results only Charles came through. This is who you should deal with if you have an issue in my opinion. TAKE YOUR BUSINESS ELSEWHERE!!!!
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Zeke Dang
This was perhaps THE WORST POSSIBLE CUSTOMER SERVICE that Sears (a recognized company) could have provided. I had just purchased (October, 2014) a house and was in the middle of a complete renovation (including the kitchen). I purchased a DACOR range (from this store location in December of 2014) because I saw that it was on sale. The sales rep clearly stated that all Sears products are "thoroughly inspected prior to being put on the showroom", and assured me that the range was in proper working condition but that it could have cosmetic flaws. There were minor cosmetic flaws on the surface, but the sales rep, again, assured me that the unit "has been thoroughly inspected" and that "everything was good". When I purchased the range the sales rep promised that she would "make sure that they would wrap it in plastic" prior to shipping. However, when the range arrived there was no plastic wrapping and there were several boot prints on the side of the range. The range was delivered to my garage and had been sitting there, untouched, for over 7 months. When I finally finished the kitchen remodel (late July 2015) I called in a DACOR representative/technician to inspect and assist with installation. I was extremely upset when he said that "the units internal frame is completely bent". I was informed that the unit had been dropped from a "very tall distance" and that he "cant and will not install the unit because of the possibility of damage to internal components that can cause a fire." When I called the store about the problem, the sales rep insinuated that I somehow damaged the range and was looking for compensation. The store manager would not talk to me nor return my calls for several weeks. When I was finally able to talk to the store manage, he told me that I should send an email to him with the service invoice from the DACOR technician. However, he said that he cannot make a decision, and that, "it was up to the upper management to decide". I sent him the email and waited several weeks for a reply. After no response for several weeks, I emailed the district/regional manager (Terri) about the problem, hoping that I would get a reply. It has been over 2 weeks now and still no reply from Sears. I spent quite a bit of money for a range that could potentially cause a fire in my house!!!! The range is currently sitting in the same position as when it was delivered to my garage 7 months ago. With such a serious matter, I expected Sears to resolve the problem immediately. However, they have blatantly ignored my request for resolution. It is clear that Sears does not care about customer service! Why hasnt Sears done anything to help?!!!
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Brad Sund
Sears screwed up 5x on delivering the unit to our rental condo and it is still not resolved. Our tenants took time off work a couple times and Sears didnt deliver when they told us the timeframe on several occasions. Tenants have lost time/income/$ - they have now been w/o an appliance for almost 2 weeks since i originaly bought the washer/dryer and they have had to pay their own $ at laundromat. On this 5th delivery that was supposed to take place yesterday 11/20 (after they didnt show on the other 4) Sears gave a timeframe of 9:30-11:30am and i had posted signs on the front gate to buzz Unit A (Mark was there to let them in the gate and condo). I called several times in the morning and confirmed they would be there. At 11:30am, they had not arrived and I called again. The rep’s only explanation was that they were running behind. Needless to say, the unit wasn’t delivered all day. I received this message from my tenant last night around 7pm. I called Sears again last night and the Sears after hour service had no answers – they kept placing blame on the outlet store and shifting responsibility. I called Sears again this morning 11/21 and apparently Sears Deliver reps BROKE THE LEGS off the unit! Are you F’ing kidding me? They are saying i now need to purchase another unit when there wasn’t a comparable one at the outlet store. I am demanding answers, retribution, reimbursement for me/tenants, and $$$ for lost time and energy. I will never buy from Sears again. Summed up: horrendous customer service, including the afterhours reps, store, and delivery employees. Several of the reps had trouble due to language barriers, plus they promised delivery times that were not met (still haven’t been), and i escalated to after hours management level only to have managers not helping me. I work for State Farm Insurance and we pride ourselves on being #1 for 90 years in Auto/Home insurance and theres a reason for it...remarkable customer service. I have little doubt now as to why Sears has gone from a top company in the 80s, a member of the fortune 500, to barely surviving and tanking in the market. I will never recommend Sears to anyone EVER again and I intend to pass this message along to as many sources/venues/etc. as I can (including posting reviews on Google, Yelp, and other search engines).