Sears Hometown Store

Category:	Appliance Store
Address:	176 Banks Crossing, Fayetteville, GA 30214, USA
Phone:	+1 770-626-3943
Site:	searshometownstores.com
Rating:	3
Working:	9AM–4PM 9:30AM–7PM 9:30AM–7PM 9:30AM–7PM 9:30AM–7PM 9:30AM–7PM 12–5PM

Location

Photos 8

Reviews 4

Janet Burston

I was lucky enough to find this store quite by chance. It is nestled in the same shopping center as the Fayetteville Kroger/J.C. Penny retail parcel location. Since I have been looking for a new range/stove I decided to stop in. The store has a variety of appliances all moderately priced. The Sales Team, particularly Steve, was very friendly and knowledgeable. Steve was able to point out the features of the ranges quite handedly which allowed me to make a decision fairly easily after weeks of agonizing over which range to purchase. There was only one “hick-up” in the transaction regarding the scheduling of the installation of the range/stove. Initially, the Management at the store was rather evasive about providing anything more than the first name of the installer. They politely “opted” out of giving me any additional information (including the phone number of the installer) and simply stated that the installer would call within 24 hours and tentatively scheduled the install three days after my initial purchase. Well three days past without a call from the installer. Low and behold, I had to call the store to inform them that I had not gotten a confirmation call from the installer and it was now the day of the installation. It was only after I hinted that I would have to cancel the sale since I had not received a call from the installer that they then provided the phone number. Unfortunately when I called the installer, he informed me that he had not received any information regarding my scheduled install for that day. Luckily the installer is completely customer service oriented and managed to go above and beyond my expectations to make sure that my new range was delivered and installed within hours of the call. He pulled one of his team member in to complete the task and arrived to ensure that everything went smoothly. A great save from what could have been a potentially negative first time experience. Recommendations for potential customers: Great location if you live in the Clayton County, Union City, Morrow or Fayette County. They have a good, sturdy stock of appliances, tools and lawn equipment. The friendly Sales Staff is attentive and will try to meet or beat any competitor’s price for the same item. Always request to get the name and phone number as a prerequisite of the sale. Recommendations for the store. Please call the customer prior to the scheduled installation date to ensure that the installer has been in touch with the customer and the customer expectations were meet. It would not hurt to call the customer after the installation to ensure that everything went smoothly. I will be returning to the store to purchase a dish washer in the very near future. All in all I give the experience a B+(4 Stars) because of their Sales Associate Steve and the great "save" by the installer.

Holly Pourhassan

UPDATE: I was contacted by the district manager after posting this review with a seamless resolution after almost a month of going back and forth and then being ignored by whoever runs the main Sears Facebook page. Kelly made things right and made both my mom and I very happy within a matter of minutes! Worst customer service EVER. By far!!!!! I would give -5 stars if I could. My mom tried to order over $2,000.00 worth of appliances and they never placed her order! We spent TWO HOURS at the Fayetteville location setting everything up for delivery. The day before delivery my mom called to confirm her delivery time frame for the following day. The employee told Mom he would "call them personally to double check and call her back". He called back and said it would be 2-6pm with a 30 minute warning call. We waited until 4:30 without hearing anything and mom decided to call the store. After she was hung up on and spoke to start least four different people, it turns out the employee never even placed the order. He blatantly lied about confirming a delivery time that did not exist. My mom spoke to the manager and she refused to give her the corporate office number. She then spoke to the "owner" and he did absolutely nothing to remedy the issue, and basically blamed my mom for the "misunderstanding on both ends" The owner is also the same man we had dealt with the first time we went to Sears, and he actively avoided three separate phone calls from my mom when she attempted to place her order. I then took matters into my own hands and contacted Sears via Facebook. At first, they were communicating with me... Somewhat. A "case file" was opened for my mom and she was assigned a case manager, who took almost two weeks to contact my mom. He told her he would follow up with her last FRIDAY and she has yet to hear anything and it is almost Wednesday. I have sent a few more messages asking Sears what is going on and am now being completely ignored. It has been THREE WEEKS and my mom still does not have a functioning stove. I am not at all surprised that they are closing most of their stores.

Blake Bohan

While shopping at this location you can unfortunately expect the following: poor customer service, threats of assault, and an extremely argumentative staff. The worst part about the experience we had at this Sears HomeTown store was that we were excited about what we purchased. I dont know if it was because we bought it in advance and had it delivered to the store, but the service changed drastically. When asked for help when loading our appliances the employees told us "No I will not". (The appliance was light, but large and was easily loaded with two persons.) Only once a manager was brought out did the employee decide to help. Unfortunately the product did not fit so we asked if we could have help unloading it. We were told "No you can do it yourself". While unloading we told the manager that he told us that he would not help load or unload our purchase. The employee denied it and got in our face threatening to assault us. Under no circumstance should this be how you talk to a customer. The most shocking part was that he did this in front of the manger who did nothing to address the behavior. Instead she ignored it and proceeded to belittle us. All that we asked for was help to load our appliance and to help unload it when it did not fit. We should not have been treated this way. This store is a franchise under a private owner and is only licensed by Sears. The only way that service will improve at this location is if there is a change in owner and staff. Do not give this store your business, give it to any other Sears location.

pierre osai

From the time I walked into the store to the time I pulled away in my vehicle with my appliances, I experienced nothing but A+ customer service. When I first walked in, I was greeted with kind words and a smile. As soon as the owner finished up with the customer he was helping at the time, he came right over to assist me with my needs. He was very knowledgeable about the products, and had a true unbiased opinion after hearing my situation. Although I was very capable of doing it myself, the owner took my appliances to my truck and made sure they were secure for my trip home. I will definitely be returning to this Fayetteville location and referring all of my friends and family there as well. Great store, and great people!