Sears Outlet

Reviews 4

CH

Christopher Artemis

Well, on April 17, 2017 I purchased a Kitchenaid gas range from Sears Outlet. The range was on their website and the listing had it located in Cherry Hill, NJ.. The price was fair, not an incredible savings but a modest savings in comparison to other big box stores, I paid $1308.77 including $242.76 shipping charge. Two days later I called the 800 customer service line (the Philippines) and asked when I should expect to receive tracking details, I was told within a week I would receive a call with carrier information and tracking details. "Within a week" has turned into a month this coming Monday and still no tracking details/no call. Customer service in the Philippines is a complete joke, 15 minutes each call, hold 2-3 times, youll learn nothing, except that you shouldnt call. Save yourself the torturous experience of listening to the cue-card responses. It really gets to the point of nauseam. In any case I contacted Robert in Cherry Hill, introduced myself, gave my order number and asked if he had tracking details, he said "my name seemed familiar" but he wasnt sure if he had my order or if it was shipped. He asked for a contact number and said hed check it out and call me back. Almost three weeks later, no return call. Its been a joke, the whole experience a lesson in how not to handle an order or consumer. A lesson for me and a caution for you. Look to my experience before you purchase on-line from Sears Outlet. In the meantime, I cancelled my order via email on May 2nd and purchased elsewhere so I had to call that god-awful customer service in the Philippines regarding refunding my $1308.77 and still no credit back to my Visa 11 days later (8 business days). I was told the refund would take 3-5 business days in an email. Shaking my head at how woeful the disconnect in communication has been. Edit 5/16/17 Each of these quotes below are instances where customer service in the Philippines were responding to my inquiry regarding tracking details then refund status. May 15 email to customer service unanswered May 14 email to customer service unanswered May 13, 2:20 AM Customer Service Call Center (Philippines) "I request you to kindly allow 48 hours" Result: FAIL May 4, 2:33 AM Call Center "Please allow 3-5 business days" Result: FAIL May 1, 10:20 AM Call Center "Please allow 3-5 business days" Result: FAIL April 21, 10:19 PM Call Center "We request you to allow a week for the store to contact you" Result: FAIL Cherry Hill Finally - a resolution and full refund. I contacted Robert in Cherry Hill yesterday, gave him my order details and within minitues was refunded. Received an email with refund details accompanied with an apology. Philippines customer care After the two previous unanswered emails to the Philippines and after contacting Robert in Cherry Hill who handled my refund I emailed customer care in the Philippines a third time to inform them that my refund had been processed with the help of Robert in Cherry Hill and that they had been fired. Less than twelve hours later I received an additional (hollow) apology email from the Philippines call center with an invitation to enjoy 10% off my next order. If I could reach out and slap somebody over there I would.

---

ED

Edward Hackett

My girlfriend purchased a fridge and mattress at to great prices here. We had issues with our delivery at first which is a third party company. The delivery company was a no show and no call. on a Saturday when we had a snowstorm. So the not showing up we could understand, but the no call was upsetting. However after a few calls, we were contacted by Denise Shull who looked in the matter and offered us a credit towards our purchase for the problems with the delivery but at first was not able to get our fridge and mattress delivered the following Saturday. We were offered the Tuesday after that as the earliest delivery date which didnt work well because we both work weekdays. So we figured we just had to figure something out. Well yesterday Walter Jurczak the District Manager emailed me to get more details about our issue. Then today we received a call from him telling us that he was getting our fridge and bed delivered today the Saturday we wanted the re-delivery! The delivery guys showed up right on time and to our surprise were actually contacted on their day off and they really came through for us. Now our guest that is arriving later tonight will have a bed to sleep on and we have our fridge. The purchase process was great and the response from the upper management was great. If you want to find a good product at a great price, this is the place. Update 1/27 So still waiting to hear where our fridge and mattress are. Called last night and was told the manager Janis was busy and would give us a call back before the end of the day. Well that didnt happen. What amazing customer service this place has. We have our receipt that clearly says delivery is for the 23rd. yet when we spoke to the last person they said it was not on their delivery schedule...at all. So if you like to purchase expensive products and never receive them with now follow up, then this place is for you!

---

DO

Donald Montgomery

This is the wife here, MANAGEMENT=H O R R I B L E !!! Long story short, I did an exchange for an item that was more then my original. The manager seemed bothered the whole time, dealing with me and a few others with issues...Transaction was completed and I walked out but Upon looking at the receipt after I paid it seemed as if i was over charged 30.00 I went back in the store and asked the manager & associate there to please explain why it seemed like i paid 30.00 more then i should have. The entire time, she was RUDE and was doing snarling snickers at me and could not explain to me why there was a difference other than "Thats what the computer did" AFTER 20/30 MINS of arguing with HER the store associate figured out the math and I was wrong it did not charge me an extra 30. (to complicated to explain) All i asked for was an explanation how it seemed that way however as a STORE MANAGER she should have been able to explain this to me rather then sit there and snarl rudely as if im an idiot and cant even give me an answer other then "thats what the computer did" Her customer service was atrocious and for that, I wont buy another product from here again. But thats OK because im sure she wont miss me anyways. If you ask me the young gentleman should have been the one in charge. At least he can do math.

---

RI

Richard C. Wrede

These people stink on ice. Bought a washer, never got a call for delivery. Emailed customer service twice. Got a call from a district manager Giovanni. My machine was sold. Got me a new one, different model. Got the machine, but couldnt stack the dryer. Delivery guys took our dryer away, and we needed to buy a new one. Ordered one, got the proper power cord and stacking kit. Went to store, saw them schedule the delivery on the sheet. No dryer arrived. Rescheduled, no dryer. Called to reschedule 3rd time -- they lost the machine! At no time was I called to be told that there would be no delivery after all. Finally got through to manager. She said, Sorry but was uninterested in my experience with her store, or in finding my machine. Told by Giovanni they were reordering -- still no call, nothing! They took our money though. Ordered dryer 1st week of February 2016. Still waiting on 4/20. One star is too many, but they wont let you post the big fat zero they deserve!

---

---