Sears Outlet

Reviews 3

MA

Mark Phillips

I purchased a Samsung refrigerator from Sears Outlet site online on December 14th, 2015. The fridge was listed at the San Leandro store as new and in the box. Delivery estimate said it would reach my home before December 24th. I bought it via PayPal on 12/14/15 and my account was charged the same day. After the purchase, the confirmation email said the fridge wasn’t new, as listed, but actually refurbished with scratches and dents. I immediately called to complain about the discrepancy. After scoffing at me for even thinking any item from Sears Outlet wasn’t reconditioned, the representative said they would have the local warehouse manager take a picture of the fridge when it arrived and email it to me and if I still wanted it, they would discount it further. I agreed. I heard nothing further. December 24th came and went and no call or delivery. My family and children are still without a fridge. I called back five times. They couldn’t find tracking information. Finally, I found out the fridge NEVER LEFT THEIR WAREHOUSE. After hours of calls and THREE consecutive callback promises broken by Sears Outlet customer service supervisors, I was infuriated. I called again on 12/28/15. I DEMANDED to speak to a supervisor and stayed on hold for nearly 45 minutes before I spoke to an Evan F. She promised me a refund of $150 for the new versus reconditioned discrepancy. I agreed to it. Due to the fact fridge still hadn’t left the store, I demanded free or expedited shipping on the fridge. Evan explained shipping was handled by the stores and then connected me to the San Leandro shipping department where I spoke to Marathal, a store manager. I told my story for what felt like the thousandth time and asked for free or expedited shipping to compensate for my grievances. She said it wasnt up to her and told me the person with authority to make that call will be in in 20 minutes and asked if they could call me back. I told her about the previous promised return calls which failed to happen. She PROMISED ME THREE TIMES she, herself, would call me back in about an hour. SHE DIDN’T CALL BACK. The following day, 12/29/15, I called the San Leandro store directly and the phone just rang, no answering machine or anything. I called customer service back and they found a way to reach the store and patched me back to Marathal. I ask her why she didn’t call me back like she promised and she said was because “it was the end of my shift.” She just went home and forgot about it. I said I felt that was unacceptable behavior and someone should be fired for this lack of professionalism. SHE THEN HUNG UP ON ME. I called customer service back and they confirmed she did, indeed, hang up on me, but said they would get it shipped out by 1/4/15. No compensation for the shipping nightmare. No apology for the San Leandro store for their misrepresentation of the product, for not communicating with me, for hanging up on me or for the shipping debacle. As of now, I sit with over a thousand out of my bank and no fridge. BTW, I also sent an email to District Manager Margaret Fernandes, but she hasn’t responded either. BUYER BEWARE

NU

Nunya Bizness

This is the worst store ever. I purchased a double oven in February 2014. It has not worked right since I purchased it. First I tried to deal directly with outlet store. They sent me parts that were missing that were filthy and used. Then I couldnt get them to answer the phone anymore so I started going through the warranty. I have has repair man out every few months, one of whom told me my oven overheated because I used the self-clean function and that I was not supposed to use that function or else it would overheat again. I have not since used this function and my oven continued to overheat, although it would give an error code and come back on. I had Sears out 2 more times and because this was intermittent and the oven would be functional at the time of service, nothing could be done. Now on Christmas my oven fails again; it overheats and the control panel goes out and does not come back on. I called and spoke with Sears warranty after a few attempts to get transferred without getting hung up on. I spoke with someone in customer relations or the like who setup an appointment and assured me that if my oven is deemed unrepairable they would replace it but that it would be easier and more certain if the outlet made that determination. I explained that I could not get a hold of the outlet. She placed me on hold and then was able to connect me with a LaShae who said he would take my name and number and I would get a call back from his manager. I got a call back from Marisol who was not the manager who advised that she would authorize a replacement but that I would have to uninstall the old oven, pay for delivery and pay to have the new oven installed. When I refused to accept that she said she would send an email to her manager Daniel, who was there but wouldnt take my call, and that I would have to wait at least 24 hours for a reply. I asked why he wouldnt take my call and Marisol explained that he did not know I was on the phone. I told her to place me on hold and let him know. She did so, for ten minutes, and then hung up on me. I called back and again no one answered, 5 times. I called back the Sears call center, got hung up on by the first representative, then the second got me to the department I needed and spoke with Tatum who was awesome. She assured me that this was not the policy nor intention for the customer to pay additionally out of pocket for an exchange under their "no lemon" policy. She called the store, spoke with someone named Chris, who was extremely helpful despite my reservations and complaining. The two of them worked together to try and come to a solution. I am still waiting but this is the first time I feel hopeful that my problem will get fixed. Chris may be the saving grace for this outlet. Its a shame that this store is full of Marisols.

JU

Julie Huang

Every review written about the horrible customer service given by Sears Outlet is completely true. My mom and I walked into this store after searching for months to replace our REALLY old stove, made our payment and scheduled a time for the stove to be delivered (apparently she never even scheduled it to go out). The girl helping us said we would receive a call the night before the scheduled delivery for confirmation. That didnt happen. The next morning, we called three times to the number we were given and were told that they were going to deliver the stove between 4pm-6pm that day. We took work off to wait for our stove to come. Never came. I called them again. No answer. They gave me a call back only to tell me that the delivery man was overbooked and would not be able to come today but she would be able to reschedule for the same time the next day. Again, we were told to wait for a call back. Never came. My mom and I then decided to call AGAIN to ask if the stove was ever going to be delivered. They told us the delivery person was coming RIGHT NOW to deliver the stove (little did we know, right now meant 2+ hours later). Now let me rewind a little. During this whole process, I had been in communication with Sears Outlet through email. They asked me three times for the name, email, and order number for the purchase. I provided it all three times and yet they were still "unable to locate the order." They did not offer any assistance but "appreciate the opportunity to help you with your repair needs." Long story short. Dont ever buy anything from them. Such a disappointment.