Sears Hometown Store

Reviews 3

TI

Tim Smith

Upsold and Not helped A year ago I went to this store to purchase a mower. The sales rep convinced me that the grey body model I used for year was not as good as the black body model. So I took his word and spent $150 more thinking it would be longer lasting. Three times between purchase and end of mowing season last year I was directed to a small shop in Carbon Cliff by the hometown store who had no interest or staff to assist me. A week ago the mower did the same thing so I called the Hometown Store and asked what could be done since this was the fourth time this mower was doing the same thing. This time they directed me to their store to do the repair but that they only do repairs on Wed or Thurs. I left it and was called and told it was dirt in the fuel but they fixed it. Fast forward to today. I go to the store, pick up the mower unload it and start it and it dies I call the Hometown Store and I explain how frustrated I am and how I need to cut my lawn. I asked for options and if they had a mower I could use while this unit is in for the fifth time. The rep was nice and I asked him to please contact the owners who do the repairs and advise I am not happy that this mower keeps failing and that I feel this is a lemon. He advises to bring it back. I load it back up and head back to their store only to get a call that I should not bring it back. They took the approach that I should take it to Carbon Cliff again and they did not want to assist me, that the business in Carbon Cliff would have better luck fixing and talking to Sears on my behalf then they would. Words cannot describe how insulted I was and that they want me to believe that a Sears named store would have less credibility than a small engine repair shop. I hung up the phone and told them I was offended, and the rep did not care and said have a nice day and hung up. I was not abusive, vulgar, threatening, simply expecting someone to help me and resolve my issues. Instead I was treated like an idiot and basically advised my money spent with their store was unappreciated. The good news is I called the shop in Carbon Cliff and he was what Customer Service is all about, he met me at the truck, took it apart on the spot, found that the Hometown Store has not cleaned and cleared the carburetor and he found a small gel material which he showed me In the carburetor. He then put it back together and tested and help me load it up. Further he would not take anything for his extra effort but I insisted and gave him money because that kind of service is what people should get all the time. Congratulations to Lens in Carbon Cliff you are a true professional and very helpful. Beware of doing business at this location, from the owners down to the staff customers are nothing more than sales and service is something you will not get. If you like being over sold and under helped this is the place. If not, consider other options.

CO

Connie Morris

Knowledgeable staff. Large variety. Very helpful to get the best deal..

SA

Samoht Neddam

Overpriced merchandise and small selection