Sears Outlet

Reviews 3

DA

Daniel Welsh

Initially, my experience here was good, our saleswoman was helpful and we felt like we got a good deal on a dinged up Whirlpool Fridge. Then everything went awful. We paid our $1,300 with delivery and awaited the delivery of our fridge. It shows up today (Tuesday) and the delivery guys immediately ask us "are you sure you want this?" The fridge looked like someone threw it down a flight of stairs after we purchased it. The bottom pull-out freezer door was off its hinges and couldnt be repaired, which was not the way it was when we purchased it. The delivery guys said they picked it up from the Sears warehouse like this, and they had all their appliances secured quite well in the back of their box truck after checking it out, so i take them at their word. I called the store and spoke with my saleswoman, and I mentioned that on our receipt that NONE of the damage at time of purchase was recorded on it. She replied that it was OUR fault for leaving the store before letting her do it and that we could come to the store and buy an exact same model of fridge the store had in stock for an extra $500. This was insane and we immediately headed to the store to sort things out. We spoke with a manager and our saleswoman at the store and at length discussed the new damages that were incurred to the fridge. They put all the blame on the delivery crew but once again offered to sell us the same model (albeit with less dings and damage, for an extra $500, bait and switch anyone?) We said its absolutely ridiculous that we should have to pay out of our own pocket to fix their mistake. They continued on about how the fridge we got was a "managers special" and they cant make deals like that on all of the fridges, and eventually asked if wed split the difference and just pay an extra $250. We declined and continued to reinforce that our receipt showed no damage whatsoever and this looks like a bait and switch. After about 30 minutes of going back and forth I was eventually able to convince them that we werent leaving without a 1 for 1 exchange. the manager finally asked me, "what do you want?!?" I told her i want this same model fridge that youre trying to sell me at $500 more, but just as an exchange. She very angrily told her salesperson in an especially rude tone, to "fine, ring up the exchange!" The sales woman then walks up to our fridge, pulls out the bottom drawer freezer all the way and then proceeds to drag the entire fridge about 10 ft out into the open by the fully extended door handle, risking damage to our just exchanged fridge. She had a terrible scowl on her face and while we waited at the cash register to sign the exchange, we watched her go up to other employees at the store and make snide remarks about the two of us as they would take a quick glance up at us on the other side of the store. While eventually we did get what we wanted, I will never be visiting this place again as once they get your money, they couldnt care less about you. Avoid this place like the plague and go to a real store not run by completely incompetent staff.

KA

Kathryn Porter

On May 22nd, I went to this outlet location to buy a dishwasher. I purchased a Kenmore dishwasher for a good price from a lovely sales assistant named Angela. She was extremely efficient and helpful. She told me my dishwasher would be delivered on Monday the 26th, and the delivery and instillation service would call me Sunday evening with a time. Excited, I waited Sunday for my call… that never came. So, I called Sears Customer Service- and this is when my experience began to go sour. During my 2 ½ hours on the phone, I was abused HORRIBLY by the people in the call center- they pretended I couldn’t speak English. They were calling me names like ‘Mexico City’ and telling me ‘Now that you are in America, you should learn English.’ And that they ‘don’t speak Spic.’ Horribly offensive to anyone with Hispanic roots- but here is the kicker: I am NOT Hispanic. I don’t even speak Spanish! I tried to tell them this, and they pretended they couldn’t understand my English- which is hilarious because not only is it my first language, but also I have two MA’s in the English language and teach English at a local University. I asked for his operator number and name… and he told me his name was James Bond and his number 007. I requested another representative numerous times, and he kept torturing me. Finally, I was transferred. I explained to the other representative what happened, and he said he felt bad and was going to try to help me. 20 minutes on hold. He was still trying to help me, he said. And then he forgot to put me on hold again, and I heard this guy and ‘James Bond’ making fun of me on the line. And I gave up. The next day, the delivery company called me at 9:15, telling me they would be delivering around 3-, which was no good because I had to teach. They had no morning deliveries that could accommodate me, so we set up delivery for Saturday morning (6/7). I called the Outlet on Griggs and spoke to Brad. He apologized again and again for my experience on the phone, and promised there would be no more problems from then on. Saturday morning, the delivery company called again and said they would deliver between 6 and 9 in the evening. I informed them that this was not going to work with my schedule as I had arranged my day to accommodate a morning delivery, and was told well, we MAY be able to squeeze you in… sometime. Just wait for them to call. I once again called Brad to see if he could get me my earlier delivery time, and he did not remember me or our conversation on Monday morning. He further told me the delivery company had many deliveries, so they couldn’t accommodate my request and I would have to wait for my delivery time. I should have been a priority for Sears after such a horrific experience, but I was not. I told Brad to cancel my order and all he could say was ‘ok’. I do not think this location values customers or the customer experience. I went to Conns, and they are delivering my dishwasher today. I highly recommend that you avoid this location and the Sears Customer Service line.

TE

Teresa Verret

I cant tell you how upset I am with the customer service Ive received from not only this store, but also with Sears as a whole. They claim how great they are at customer service and in the past, that was true...but NOT my experience this time. I purchased a refrigerator 10/28/14 at this location and when my delivery (supposed to be the next day) was not made and I called to find out the issue, all I heard was..."because its an Outlet store." Well it still carries the "SEARS" name and it should be handled with the same quality service! Dont treat me as lesser because I was being a smart shopper! I got no help from the 3 different reps @ the Delivery Customer Service # and asked for the Warehouse and a Manager to call me back. I still havent had anyone call me back. No one knows why the delivery order was pulled, but it was. No one called me to tell me if and when it would be scheduled again. I called the Store today (10/30/14) first thing 8am. They said store didnt open till 9am and someone would call me back. At 10:00am no one had called, so I called back. They hung up on me 3 times! On the 4th call they realized I wasnt going away so they answered. I immediately asked to speak to the Manager. They put me on hold and fifteen minutes later I used another phone to call back...the Manager, BRAD, answered on the first ring! However, he was too busy to speak to me and promised to call me back. An hour later, still no call...so I called back. As I was calling, he called me. After totally ignoring my 2 requests for an explanation of why my delivery for yesterday was pulled back, he said that it was scheduled for tomorrow (10/31/14). I continued to try to find out what the issue with the delivery being recalled and he finally said he would reverse the $79 delivery charge. I said that was the least they could do, but I still wanted to know the problem with yesterday. He got very rude and asked me if I still wanted the refrigerator or not! I said yes, but that it better be here tomorrow and the delivery charge reversed, or I would terminate the sale altogether and that I was still going to report this horrible customer service and rudeness to Sears. He did call back to say that the delivery charge couldnt be removed until the delivery was actually accomplished. I understand that. Well see if it gets here and in what condition its in when I receive it. Thats besides all the food Im trying to save with ice in coolers! I called Sears Corporate Customer Service line and told them all this...plus more details and told them I just wanted them to know how horribly their reputation is being tarnished by this store and the rude Manager. They acted like they really just couldnt be bothered. They said the right politically correct words, but with the tone on unconcern easily recognizable. Just another example of how far the commercial industry has fallen in its quality and customer service. Truly sad.