Sears Outlet

Reviews 3

QU

Quality Matters

I am compelled to share my latest experience with the Sears Outlet store located at 4100 Tomlynn St Ste A, Richmond, VA 23230 on Saturday, June 27, 2015. I purchased a Kenmore washer and dryer, patio set, 2 patio umbrellas and grill. I was there to pick my online purchase up and while waiting decided to purchase a drill and counter depth refrigerator and informed the clerk I would return at a later date to pick the refrigerator. On Monday, July 6, 2015, I decided it would be easier to have the refrigerator delivered. I phoned the store and was told they offered delivery for 81.99 and sent my adult son to pay for the delivery. It was scheduled for Saturday, July 11, 2015. Delivery day came and I phoned the store at 10:00 am to inquire the time frame. I was informed the delivery team would contact me 30 minutes prior to delivery. Around 12:30 pm I phoned again to see if they could narrow the time frame of all day down and was told they could not. Around 2:30 pm I phoned again, this time I was told my delivery was scheduled 1:30-3:30 pm and I didn’t get a call in 30 minutes to call back. At 4:00 pm I phoned the store again. The lady politely referred me to a manager to assist me. I was upset that I wasted the entire day waiting on this delivery and still had no idea when or if they were coming. I asked her to cancel my order and refund my purchase and delivery fee which she stated she would do and call me back in 30 minutes. On Monday, July 13, 2015 I decided to call the manager back to get confirmation. She gave confirmation of the 839.00 refund however the delivery had not been credited. She quickly and politely took care of the delivery refund. While on the phone with her, I told her the following: While this is being handled politely and efficiently, Sears should consider additional training for their management. I came to Sears to purchase items, not return items. I am still in need of a refrigerator and wanted the one I purchased but Sears found it easier to refund me than contact their delivery personnel to see when they would be arriving. I explained this is a bad decision for Sears since I have purchased 2 stoves, 2 over the range microwaves, 2 diswasher’s, 2 lazy boy power recliners, 12 tires and the items listed above in the last 24 months. While this might sound minimal, consider the fact that I may pass this along to 50 friends that may purchase an average of $5,000 each in the future and the end result of lost business is $250,000 or a quarter of a million dollars. This didn’t seem to concern the manager although she remained polite. However, polite will not pay expense, profit pays the bills and salaries. The clerk replied, “When I called you to tell you they were on the way you asked for a refund”. I corrected her and stated “I phoned (you did not call me) to tell you I had left my home and was not wasting another minute waiting and please refund me. You did nothing to save my business in fact you refunded me without question promptly. In closing, Sears should reach out to this location and address training for future sales. I would cringe if any of our employees turned business away without compromise. I will visit a local big box store as I still need the item that was returned for a credit. Time is something we are all limited on. A business is owned by it consumers, remove the consumers and there is no business!

CH

Chrissy Landrum

I am not one to write bad reviews, but am hoping that through our experience we can save someone a headache! If I could give this Scratch and Dent a 0 .... I would! It is worth the extra money to go somewhere else where you are guaranteed to get, not only a new product, but also one that is delivered when you need it. I completely understand that delivery mix ups happen and sometimes things have to be rescheduled, no big deal. But, for the issue to happen on 3 separate dates and then STILL be expected to pay a delivery fee of $80 is just about the worst customer service I can think of. My husband and I purchased our refrigerator about a month before we moved and set-up a delivery date 3 days before we moved. Moving day came, it was a Saturday filled with excitement! But, that was short lived because - no fridge. We tried to understand and be sympathetic to the lady who "forgot" to walk our delivery papers down to the delivery people and so we were not too bothered that we had to reschedule. A minor inconvenience. We rescheduled our delivery for Tuesday after work, after being PROMISED by the sales associate that us not getting home till 3:30 was no problem, and were completely okay waiting an extra day or two. Well Tuesday came and went and no fridge. The delivery company said that they would not deliver past 1:00. Funny how the sales associate told us they would. At this point we are slightly annoyed, but we still have a lot to celebrate and be excited for, so we begrudgingly reschedule delivery for the upcoming Saturday (a week after our original delivery date) when we will be home all day. Well sure enough, Saturday comes, and no fridge. The sales associate again, never took our delivery down to the delivery people. At this point we are over it. Weve already spent over $150 the past week on eating out for every meal and are just in need of the fridge that we bought so many weeks before our move. I finally give Scratch and Dent one last call to see when they will deliver and they tell me Monday, but no guarantee on time, and that we would still be expected to pay the delivery fee. YOU MUST BE KIDDING ME. We had to ask for a refund on the whole order and just cut our losses. We found the exact same fridge, without a scratch on the side, at HH Gregg for $150 more. Next - day, free delivery, included in our purchase. Dont waste your time here.

CA

Carol Pruitt

Have brought several items from the outlet in Richmond...true they are short staffed went in the other night there were 5 customers in there looking to get something and one sales person...i finally got waited on got a washer and refrig...i was excited i hate this refrig i have now so you can imagine how excited I was today waiting for my new refrig...well guess what it would not fit thru the kitchen door...the delievery guy said they should ask how old your house is cause anything built before 1980 the inside doors are smaller mine by one inch...then i went back to the outlet every refrig i looked at the same problem would occur...seems the new ones you can not take both doors off because off because of all the computer hook ups and the water lines get crushed on the back of the refrig...so i found nothing that i wanted that was not more than 6 to 8 hundred more and i dont need water and ice on the door that bad. Even the one without the water and ice on the door would have been more in cash..the washer is fine but no instructions are with it called back and was told they do not come with the machines anymore that i had to go on line. once before when i brought a gas oven the first two they brought out did not work so they did tell me to come down and pick out what ever stove i wanted...got one that was about 1000 more than i paid. never have had a problem with the service people...they have always shown up on time and are proffessional...