Sears

Reviews 6

MA

Matthew DeReimer

A warranty is only as good as the store and/or company that backs it. I was near the end of my 2-year warranty on my Craftsman mower when a bolt had dislodged and could not be accessed without removing internal shrouds. Since it was still under warranty, I took it into the Gwinnett Place Mall location for repair, which was the same location where I had bought the mower. I dropped it off and waited to hear back. I received a phone call about a week later saying the mower was ready for pickup. I went to Gwinnett Place to get my mower but it could not be found. After two hours of digging and involving a manager, it was discovered my mower had been shipped to the Cumberland Mall store on the other side of metro Atlanta. I was told it would be shipped back to Gwinnett Place. At the time, $20.00 in store credit was offered if I wanted to go to Cumberland and pick it up, I declined. Over a week went by, and I received a phone call saying my mower was ready for pick up again at the "drop-off" location. Due to the error that had already occurred, I wanted to call first to confirm before making the trip again to pick up. I tried to call the store at least 20 times, no one answers. I tried different departments. I finally was able to get someone in the Auto Center, who had to walk my phone number up to the main store so Id get a call back. I missed the call from that employee, who advised my mower was not at Gwinnett Place. I had to call the manager at the Cumberland store and confirm it was still there. More time went by with no word on my mower status. I ended up having to pay a landscaper $70.00 to cut my yard due to the time frame, which ended up being over three weeks total. I tried reaching out to corporate, which resulted in mis-transfers, hang-ups, and wrong numbers. I made a "claim" with one rep but heard nothing back about it. But the corporate reps also tried to call the Gwinnett Place store and confirmed no one ever answers. I called again at the three week mark with no answer at the store and spoke to a call center. I explained the issue and the rep had an extension direct to the store manager. The transfer actually worked. I spoke to the store manager, who was aware of my situation. She advised another manager was having to go to Cumberland to pick up the mower. The next day it was back at Gwinnett Place. So heres the icing on the cake, I go to pick up my mower and the whole reason I brought it for repair in the first place (the missing bolt), was not even replaced. Par for the course with this incompetent company. I brought this to the managers attention, he made a 20 minute phone call and advised the mower would be replaced under warranty. This sounds like a good thing, but now I have to deal with Sears and Craftsman again. I would much prefer to get my money back and get something else at another store. So now I have a lesser mower (smaller deck, less features), drove over 80 miles total going back and forth twice, spent hours calling the stores, and out $70.00 on the landscaper. I would highly recommend not buying anything substantial at Sears, the warranty means nothing. Overall, the impression I get is the employees feel the impending store closing and have pretty much given up. I wouldnt buy anything there again other than some basic items on clearance like a hose or shirt, nothing I wanted to be backed by a guarantee. This mighty store has fallen greatly since when I was a kid and they seem to have no desire to save the sinking ship.

---

BR

Brandon Wood

Ordered online for in store payment. Went to get my item. The computer at the pickup area was able to find my order but it cant up as not paid for but I couldnt pay at the kiosk. The guy in the pickup area told me to go downstairs to pay for it. The escalator is out of order so elevator is the only way up and down. Get to the register to pay and told the cashier that I placed an online order for in store payment. She had no clue what to do so she got the manager. Had to explain to the manager that I had to pay and she didnt understand at first. Finally she used my salescheck number to try to look up my order but she couldnt get it to come up. She called the store manager to get some help and she couldnt find the order either. Finally they typed in the UPC for each item to ring it up. Items did not ring up at the right price so she had to correct each item. Then the computer froze up so she had to start over from the beginning typing in each item and correcting the price.

---

ST

stefon quinnie

This store sucks with communication. I went in and purchased 3 appliances, a kenwore elite side by side stainless steel fridge, matching range and over the range microwave. Totaled $2600. They took the filter out the fridge before delivery to Make me purchase 1, even though I brought a floor model which had it in there already. The delivery guys had an attitude because the delivery time I needed was for the evening but they wanted to deliver it at 7am in the morning. The microwave bulb was not included and now they discontinued selling the bulbs for a microwave they sold me last week. The store manager was no help he never called me back and was dodging my calls. So I went up there after someone told me he was off for tge day. To my surprise he was at work and I made him pull a water filter out of another floor model that fits mine.

---

CH

Chava Canales

Horrible store with the worst customer service experience I have had in years. I needed to do a return of fine jewelry, after 2 days. I used a prepaid debit card for the purchase and they refused to refund my hard earned money. With a receipt, and the merchandise is defective. Rude, extremely discourteous service from the sales clerk and a night manager. The clerk lied twice to me as well, stating she was the manager and then to tell me there was nothing defective about the earrings. The manager told me too bad I didnt have a "real" credit card. I have contacted the corporate offices. This isnt the way a business should be conducted. Nasty, rude and dishonest people there.

---

A

A Private User

The Optician was great and staff is friendly. Where they FAIL big time is the poor communication after your initial visit. They dont have a lab on-site and have very low end frames. The lack of follow-up was horrible. They never called to tell me there was a delay with my order even though I told them I need my products by a specific date. I always had to stay on top of them and they would never call me. I thought it was suppose to work the other way. When you call they it is a crap shoot if they answer the phone or they may be out to lunch in you go over to their location. I prefer Doctors Vision Work in the mall way better than Sears Optical.

---

JO

jose Hernandez

todo en la tienda es exelente, su servicio su atractivo las gente muy amable, pero cuando quise hacer mi pago on line o busque un medio para hacer el pago de mi tarjeta ha sido frustante, estoy trabajando fuera de los Estados Unidos y he tratado de pagar mi tarjeta y no he podido solo frustraciones.

---

---