Sears

Reviews 13

A

A Private User

I have utilized Sears to purchase 2 appliances within a years time & both experiences have not been positive. The first incident was the process of purchasing an over the range microwave as a Holiday gift. I picked out & placed the the item on layaway at the Fairview Heights store location. Rather than making payments at the store, I did it online. When I made the final payment, I called the store days in advance to notify them that I would like to pick up my item. I also received a phone call notification from Customer Service that my purchase was ready for pick up. When I arrived at the store, the microwave wasnt there & it wasnt expected to be delivered from their warehouse for another week - which was after the Holidays. The store Manager had to arrange a comparable item to substitute my original purchase. The second incident was when I was in the market for a freezer chest. I originally called the Sears Appliance store closest to where I live to inquire if they had any stocked in store. I was redirected to the Fairview Heights location where I spoke to Donna in Customer Support of what I was looking for & emphasized throughout the conversation that I wanted an item that was "in stock at the store location so I can pick it up that day after work". Donna assured me that the item was in stock & that it can even be transferred from the Fairview Heights location to the store in Collinsville, for my convenience to pick up later that evening. I was asked to prepay for the item over the phone so that it would be even more convenient for me because all I would have to do is give the store clerk the confirmation number to pick up my item. After the first experience, I should have known this convenience was all too good to be true. Lo & behold - when I arrived at the Collinsville store, they had not a clue of what I was talking about & had to do some considerable digging to find my order - which was still in the processing stage. After being at that store for nearly an hour, they deferred me back to the Fairview Heights location with reassurance that although they dont have the exact freezer chest in stock, they would have something similar & they would match the price I already paid for. When I arrived at Fairview, I was told that since my order was "transferred" to the Collinsville store, they (Fairview) couldnt cancel another locations transaction. A store Manager once again had to step in by trying to cancel the online transaction. This ordeal lasted nearly 2 hours. I left the store frustrated, with a headache, without my freezer chest and emphatic that I would never purchase another appliance from Sears. An important note that I would like to make: the store Managers & in store associates were all very professional & considerate throughout the whole ordeal (both times) but there is a TREMENDOUS disconnect amongst the online, in-store & off-site services that Sears offers. And until this "disconnect" is resolved, customers such as myself will take their business to competitors such as Lowes & Home Depot (which is where I ended up purchasing my freezer & the whole process took less than half an hour and more importantly, I left satisfied with my purchased item).

---

NI

Nikki Hensley

If I could give 0 stars I would. Delivery messed up - several calls to the international line back to the store to delivery to warehouse. Appliances doesnt seem to care that you have to call literally 15 different times, sit on hold for 30 minutes a time or leave messages for no one to call you back. Finally after speaking to a manager got the refrigerator delivered.The delivery people had you sign nothing which was odd and noticed they couldnt plug it in because the cords prongs were missing. Delivery told me to call the store. The store said call delivery. Delivery said need warehouse and they were gone for the weekend and they would call me back - still no call. Luckily Dons hardware fixed the cord for us no thanks to sears. We would be without a refrigerator for more than 4 days if we hadnt figured it out. Their customer service is absolutely horrible. Called today and the person on the phone got an attitude as if it was something we did and said we needed a number to file the complaint with delivery. What - we did call right after delivery told us to call them. They are a mess and wont be around long with that type of attitude. From beginning to end it was a cluster mess! I will NEVER buy from them again.

---

LI

Liz Jones

Do you not have managers anymore? Yesterday we had a bad delivery experience, when we called we got the run around about "new delivery dates" and "coming to repair the appliance". Look, we paid $800 for a new stove, the delivery guy (right in front of us) damaged it and then tried to get us to take it!....No. when we asked for a refund we were told 7-10 days. I hardly believe in this day and age it takes 7-10 days when I can go to target and return a pair of shoes and get my money back immediately. When I messaged them they told me 24-48 hours for someone to contact me!!?!? How!?! Why cant a manager from the store call? Ill take a delivery manager, store manager, appliance manager, warehouse manager, whoever. Seriously. Dont buy Sears. Its no wonder its going down the drain, the customer service is horrendous! Buy local from a mom and pop! At least then you can talk to a real person and not get the "company line". Now , I wont have a stove for "7-10" days while waiting for Sears to get their act together. *sigh* so disappointed.

---

DW

Dwight Goliday Jr

They only have half the things Im looking for. The prices arent really all that good or all that bad. Its up in the air. It really depends on what are you wanting to buy and for what price. Because there are other stores and competitors it is possible you will find your item somewhere else for better deals.

---

LI

Lisa Milkert

Called the store looking for a part for my Kenmore sewing machine. I was told they did not have sewing machine parts. Furthermore the gentleman did not offer recommendations on how to obtain parts other than " maybe you could look online for the part". No kidding.

---

JO

jonnie hock

Stopped in to pick up some tools. Walked up to the register to pay and both (yes, both) clerks looked at me and walked over to the lawn and garden section! I put the tools back and left. They will NEVER get my business again!

---

EV

Evalena Granberry

Did a little school clothes shopping and I got some great deals. My grandchildren picked out themselves a couple of nice outfits. Thanks mom, Granny Dorothy.

---

A

A Private User

Apparently noone works here....then never pick up the phone. Go in there, they pretend they dont see you. Terrible store, terrible customer service.

---

RO

Rosie Chambers

Excellent service..I found some good bargains and clean store..

---

CH

Chad Poston

Love Sears for the quality and great service!

---

NA

Nancy Braxton

Having lunch at the best place

---

AN

Andrew Fazz

Poor product quality

---

TO

Toni Douglas

Good

---

---