Sears Outlet

Reviews 3

NI

Nicole Pirog

UPDATE**** I originally left the below review and gave this store a 1 star. However, I was contacted by Ms. Johnston and she immediately addressed the issue by offering to honor the quoted price and deliver the box spring set for free. I was then called the next morning by Brian the store manger and we again addressed my issues with his store and how the situation was handled. It was brought to my attention that when I called back to receive the managers name I was given Brians name as he is the store manager. However, the person I referred to as Brian in the below complaint was actually Richard who implied he was the top manager in the store and refused to help with the situation and there was no one else we could talk to regarding this issue. The real Brian assured me that Richard, and all the employees, would be spoken to about how to handle these situations and that Todd would be re-trained. Although this was extremely frustrating I am pleased with Ms. Johnston and the real store manager Brian. However, I still strongly stand behind my concern that the employees at this location have not been properly trained and hope this will actually be addressed to ensure these situations do not happen in the future. I called the store to check on box spring pricing for a King Mattress. Todd, in the Arlington outlet store, answered the phone and told me that they had a King set for only 123.99. I confirmed that it was a king box spring set for 123.99. He again confirmed. My husband and I then rented a truck from Home Depot for 20.29 and went to the store. Once in the store I was informed that the 123.99 price was for one Twin XL ( or 1 out of the 2 pieces needed for a King). Therefore the price was actually 123.99 x 2 for a full King. When confronted Todd stated that was one King - pointing to the box spring in front of him. His manager corrected him that was one piece of a king needed and that in fact the King was 123.99 x 2 as we would need two. He turned to us and said if you would have said you needed two Kings I would have told you the price. I said that I clarified that it was the set he was quoting and he confirmed and it was not my job to make sure he understood how box springs were sold. It was in fact in his job to inform us how the box springs were sold, even though I knew Kings were sold in two twins sizes. I believed the price he quoted was reasonable as REGULAR Sears online was a FULL KING SET for 163.79. Therefore, being the outlet it was not unreasonable to believe that a sale price would be 123.99 for the set. Todd then went on to say that if we referred to a set he would have thought we meant a mattress and box spring. At this point my husband turned to his manager, Brian, and said -again this was not OUR problem as his employee lied about the pricing and then admitted he knew nothing about his job. We asked the manager if he was going to honor the price that was admittedly quoted to it over the phone as we had reasonably relied on this price quote and already rented a truck and he said no there was nothing he could do. Todd then stood there and said this was no ones fault and that it was a misunderstanding. Well Todd, Brian, and Sears it is all your fault. You are expected to hire competent employees and train them to (1) do their job and (2) own up to their mistakes and have decent customer service. I will find out how to contact corporate and I will be complaining about this experience and my wasted $20.00 rental due to their incompetent employee Todd. I understand it is just $20.00 but it is extremely frustrating when you are forced to waste that money needed to be spent on other things because the employees cannot properly do their job. I am requesting Sears to reimburse me in the very least for my rental as I am more than willing to provide them with the receipt and contract for the rental truck.

BR

Brock R

Do NOT shop here.... First, I was sold a refrigerator with the wrong dimensions (they didnt include the handles in the measurements- whatever, it happens). I went back to exchange it... they told me they couldnt do an exchange, Id have to buy another one and return the old one. Okay. I did the measurements myself this time, told the employee (who didnt help me at all, just followed me around the store waiting for his commission) that I would call in to place the order once I confirmed the measurements would fit in my kitchen. I called back and was put on hold twice for a period of over 30 minutes each, and no one helped me. Should have been a red flag, but I placed the order online instead. The website claims they will call within 24 hours to schedule delivery. I tried calling them on several occasions, and they didnt answer once. After a WEEK, I finally contacted Sears headquarters who directed me to the Sears Outlet customer service... I explained the situation, and the representative told me she would contact the store for me. She couldnt get a hold of them! I was told that an email had been sent and was guaranteed contact within 24 hours. Nope. 3 days later, I finally get a call. I schedule delivery, and ask to confirm that they are picking up the first refrigerator for a refund "uhhh, Ill check on that and call you back." Never did. So I contact customer service again, and again they cant reach the store. Never in all my dealings with companies have I heard of home office not being able to reach one of their stores on any occasion, let alone several. The representative seemed as upset as I was, and I was told that the regional supervisor had been notified and would be contacting me. Well that never happened either. Its now going on 4 days past delivery, and Ive yet to have been contacted my the supervisor or receive my refund. I will be contacting both my credit card company to contest the charges (in addition to damage caused to my front door by the delivery men), as well as filing a complaint with the Better Business Bureau. I encourage everyone here who this store has screwed over to do the same. The employees there are a joke and just wander around the store, and even their supervisor fails to correct major issues. If I was Sears, Id strip this location of their franchise rights before they cause any more damage to the company name.

A

A Private User

This review is based off of my experience with purchasing a refrigerator. I have not taken delivery yet, so if it is a bad experience I will update later... First, I think it is worth mentioning that I have NEVER written a review for ANYTHING before... no restaurants, retail stores, NADA. I felt compelled to write this one because after reading other users reviews & the overall TERRIBLE rating for Sears Outlet that I almost didnt even bother checking them out. I received EXCELLENT customer service there!! I needed to purchase a refrigerator and had looked at several retailers, including Sears retail store. We nearly paid full retail (less 15%, a mediocre sale at best). I decided to check the outlet just to see if they even had a decent selection. I called and spoke with Bill (I think was his name?) He told me they had a large selection & wrote down the major features I wanted, including that I didnt want a fridge with any obvious damage. He took my callback number and had Ashley, who works in the refrigerator department, call me back with a listing of several models that met my needs so I could compare online at home. She also gave me her personal cell number and offered to text me photos of any of the actual refrigerators. When I showed up in person, she spent several hours PATIENTLY going back and forth between the models, helping me to narrow down my choice. Believe me, looking at fridge after fridge is DIZZYING- they all start to look the same! She was quick to point out any damage, even tiny dents. She did not pressure me at all for the sale. She even called other locations in Texas- even stores out of their region which meant she wouldnt get credit for the sale. In the end, I picked out a high-end 2012 model that is essentially perfect and brand new, and SAVED OVER $1000!! I feel sorry for any poor sap that pays full retail!! Other things I didnt realize: - Appliance comes with original manufacturers warranty - Eligible for EXACT SAME extended warranties offered at Sears Retail - Eligible for Sears credit card purchase offering 12 months no interest payments I highly recommend that you give them a try!