Sears

Believe it ! I wait over 20 minutes on the front counter of Sears Catalogue Department with no service and the Manager (store or floor?) Not helping me to place an order and complain I talk too loud on the phone when making the order. So he called another Manager and 2 Security Guard for enforcement. All I want is to place an order to buy something from SEARS.
Here is my story:
There is nobody in the catalogue department but there is a bell on the counter. I assume there is someone working in the back room and will come out to serve you soon. I didn’t ring the bell right away but after wait for over 5 minutes, no body show up, I rang the bell. Wait for over 5 – 7 minutes, still no body show up. I rang the bell again and wait for another 10 minutes, still no body show up. Finally a man from the men’s clothing department, told me he is the MANAGER and asks me what do I want? (That’s the way he said) I told him I waiting here for over 20 minutes, no body show up to serve me, I saw an item in the SEARS online, I like to place my order. He pick up a phone from the wall and told me place your order over the phone, I have never order in the catalogue department by phone before, I thought someone in the department will help me to place the order. The volume on the phone is very low and I have difficulty understand the person taking my order and she ask me to speak louder; I have to raise my voice to ensure that the person on the other side understand me.
The Manager complains I talk too loud. He not helping me after over 20 minutes waits and now he complains I talk too loud. In the meantime, He phones for another Manager and two Security Guards to come. It’s unbelievable what happen here. All I want is to buy something from Sears. I have never experience a store treat their customer like that. I living around here for over 50 years, Sears customer service wasn’t like that, what’s wrong with them now, its very embarrass to come to SEARS to make a purchase. Business build on good customer service not from ignore and insult your customers.
It’s very hard to write a review like that, but the experience I had from Sear, simply try to place an order for a purchase is unbelievable, it compel me to write to let the public know what happen in this store. Furthermore, by glimpse the reviews in the
site, looks like bad customer service of BURNABY SEARS STORE is quite normal.

This review is actually for the Sears online catalogue. I had ordered four hydraulic counter stools for our new home. Initially, they looked fab. But within 9 months, one was already broken. It had to be discarded as it was now unsafe. I immediately addressed the issue to customer services. In the course of 3 months, I had spoken to at least 10 operators and 3 specialists without resolve. Unfortunately, Sears couldn’t offer a full refund since the warranty had expired. So a furniture medic was sent to inspect the damage. The furniture medic photographed the faulty stool and was to order a new part so he could repair it. A few weeks had passed before I called to investigate. The furniture medic eventually returned with the wrong part! Any idiot would’ve realized this mistake before wasting my time. He even had the cheek to say that it was out of his control. Pathetic!!!
Deeply discouraged and at wits end, I called Sears once more with intent to have the issue resolved. I finally spoke with a senior specialist who tried her best to help. Although some compensation was offered, I’m far from satisfied. A second stool has now started to break as predicted. Same problem. This is due to poor quality of manufacture and cheap materials from a distributor called Worldwide HF. The product is called the ‘Cruz’ counter stool. I’m expecting that all four stools will be broken before long. I feel so ripped off. I actually posted a product review which Sears couldn’t accept due to my brutal honesty.
Basically, Sears would rather have their customers spend good $$$ on a piece of junk than have them hear the truth. Shame on them. I’m not surprised they’re shrinking.

Alright so went to sears to buy some pans because their suppose to have a sale (thanks mass marketed newspaper ads!). Get there and I haven’t been to Sears in… well I haven’t been to Sears as an adult, so I look around to find some help because I don’t know where the kitchen section is. Now Sears being Sears I’m in the perfume section because that’s what you walk through to get to the actual store. Nobody there can direct me anywhere. Or to a person who can help me. At all. Anyways we wonder around a bit, and I realize Sears is pretty big. and messy. Stuff is all over the place. I get the feeling that they are EXTREMELY short staffed. We finally make it to the kitchen section and wonder all over the place unable to find this on sale pan. So we look for staff to help us. for 10 minutes. «I don’t work this department» or «I’m already helping another customer» is quite the common response, and I get it. But does anybody work here? Anyways after 10 minutes we give up and get another pan that we find is a great deal… all that work for a pan.

Sears baby section is lacking. Prices are much higher than other stores and my average size double stroller didn’t fit down any of the isles.

Was not impressed. Staff seem like they try to avoid customers. Nobody’s ever around the customer service desk or on the floor and if they are, they’re too busy talking to each other. Went up to the counter to pay for my purchases. The blonde lady who was at the til was on the phone talking about going to some party. Okay. she rings me up still on the phone. I ask her about the return policy etc and she seemed annoyed still on the phone. When she finished my transaction she was still yaking on the phone about this party she was going to attend. Horrible customer service. You’re paid to do your job not chat on the phone with your friend during your shift or at least do it when you’re not serving customers. Dumb bitch

Sears is one of the few stores where you can find quality stuff at good prices. For example I needed some shoelaces for dress shoes and Sears was the only place that seemed to have them. I had to take them to menswear to find a checkout that wasn’t closed or swamped but the people there were great. Friendly, helpful, sincere, down to earth. The customer service here is great when you can find it — unfortunately they’ve been understaffed for years.

This company willfully wastes its own money and drives customers away, needlessly. It’s hard to respect that and I believe it will lose competitiveness due to these business practices. I saw a perfume on sale on their website, and so I went into the store to buy the perfume. The perfume in store was full price. The staff said that they were unable to price match their own website. Whatever, kind of useless, but this happens. So I ordered the product off their website, got free shipping since it’s over $ 100. Strike 1: Sears wasted its own money by choosing to pay to ship something when they could have sold it to me in store. So I get the perfume, and the sprayer is broken. I took it to the store and I’m pointed towards the Catalogue counter. Surprise! anything online is considered ‘catalogue’. I showed the lady the broken bottle and she said ok, do you want a refund? I said no, I want an exchange. We were approximately 10 ft away from the cosmetics counter, but no, they can’t give me an exchange of product because it’s not from the same stock. She then tells me I have to call a 1 – 800 number to ask for an exchange. So I stayed in the area and called the number. I told the customer service on the phone that my perfume was broken and I wanted an exchange. She said «go to the store and show them!». I said «I am in the store I have already done that.» Strike 2: Customer service tried to make me waste time by going to the store. They knew that the store would do nothing and tell me to call them anyways. Why make me go to the store? So the customer service asks me what the store number is. The catalogue counter is deserted, so I ask another employee «what is the store number?» She looks dumbfounded so I tell her to look at a receipt, it should be on there. She proceeds to recite the store’s address 4750, and tells me that’s the store number. I told her, no, it’s a specific identifying number that retail stores have. I don’t even work in retail and I know this. At this point, Sears is just failing, hard. Even after I got the real, actual store number, the customer service on the phone could not locate the store because the catalogue counter is inside the store, so it has a different number. How anyone is supposed to know that, I don’t know. So anyways, she said the exchange bottle of perfume will be shipped in 25 days, because it was ‘on sale’, so now I get a penalty for the price being lower, I have to wait almost a month for my exchange. Apparently the perfume would be shipped to the catalogue counter at metrotown, especially after all the drama about the store number. I got an automated call today saying my item arrived and that the counter is open until 9 pm on Fridays. I called Sears to see if my item was actually there. «NOPE, miss you are calling metrotown! Your item is at Brentwood!». What the heck?! So I call brentwood to check, and they say the catalogue counter is closed at 6 pm. Strike 3: Sears messed up big time on shipping location and their automated system lied about the opening hours.
The saga isn’t over, I have yet to pick up my product. Sears wasted its own money shipping a perfume, twice, and replacing one that broke in shipping, because they wouldn’t price match their own website and let s customer buy something in store. They wasted my time, big time, and sent my item to the wrong location. What if I had limited mobility?! Sears does not respect its customers time and lacks common sense overall, willfully throwing away its own money and annoying customers.
Do not buy online from this company.

Not happy worst servicing department ever no help got hot water tank crapped out 3.5 years and big run around for parts and labour and under warranty will take 15 days to get fixed go home depot !

The store is really starting to show its age now but I heard through the grapevine that in the next decade or so, they plan on giving it an entire facelift to make it the new flagship! Service, especially in the shoe department, is usually pretty prompt and attentive. The washroom near the hair salon is probably the best kept secret of the store… aside from the fabulous cafeteria that it used to have (was a great alternative to the food court)!

I hate Sears for a reason.
Sears, ESPECIALLY this Sears is bad. My mom got a gift for a Tassimo, which was bought online and came with a gift receipt. I went in to return in, I had to go all the way up to the Home department just for *ucking return. Then the lady says I can’t return it. I was surprised, because this was a gift. Then she calls someone on the phone and changes her mind saying it can be returned. She puts the money onto a gift card, and this takes probably 20 min…
Another thing, not specific to this Sears, but I try calling these people, and no ones ever there to answer the damn phone.
Again, there is a damn good reason I hate this place.

I have a love/​hate relationship with Sears, however, I don’t think that it is as bad as other’s make it out to be. The layout looks like a hospital, there is no personality, as for finding help… good luck with that, however, if you know what you’re looking for and are self serve, there are some occasional sales. I find the styles themselves to be outdated with nothing for the modern women. I love their bath and kitchen section. It doesn’t generate enough customer base to warrant a face-​lift, however, some marketing and re-​branding is in order. Truthfully my friends and I come here to get cheesy self portraits every year in our ugly holiday sweaters.

Purchasing a washing machine from Sears? Big mistake!
We purchased washing machine from Sears because the dryer was a Kenmore and washer needed to be same brand in order to be stacked. At time of purchase Sears was given all info. regarding brand, model number, size and they were clearly told that new washer would need to be connected to old dryer (bought from them just 3 years ago). Delivery and installation guys came and informed me that they could not install the old dryer to the new washer. They could not explain why simply stating they were unauthorized to do so. When pressed they vaguely mentioned something about a «stacking kit». Sears had mentioned no such thing, either at the time of purchase or on repeated phone calls. When they were then specifically asked how to purchase said stacking kit they did not know.
Asking to speak with the manager produced no result and he did not reply to messages left for him. At every stage of this ongoing, fruitless process all levels of staff, from management to delivery to service representatives, gave the loud and clear impression that they had no interest whatsoever in maintaining customer loyalty or securing the sale. When I goggled and found out Sears is going out of business it made all the sense in the world.
For selling a product and the installation of it, after being giving all the pertinent details, and then not knowing, and openly not caring, how to make it right, Sears gets my vote as the #1 company to run a mile from. I didn’t have much experience with Sears in the past so I have to assume that their current lack of functioning has to do with a breakdown of the company as a whole. It must have been better than this at one time or it couldn’t have survived for as long as it did. I empathize with anyone who had the frustrating experience of dealing with Sears recently. Would give no stars if that was an option here.
Update to review: We just spoke with the management at Sears to give them yet another chance of making this right and, not only did they offer nothing, but they also said that their washing machine was not returned to them even though it was picked up 2 weeks ago by their delivery people!!! Just forget that Sears exists (it won’t for much longer anyway) and you will save yourself a lot of unnecessary hassle.

Went for a couple of basic yoga pants — reasonably priced and fit nicely.
Service? Unreasonably poor.
Three sales people in the area, none of them doing anything. No other customers around. Had to politely interrupt two salespeople’s discussions about the flu to enquire about where the fitting rooms were.
The woman manning the cash desk and fitting room advised me that I needed to bring out the garments that I don’t want (because she was so busy doing nada) and then pointed from a distance where I should go. At the cash desk, she didn’t ask if everything went alright or if I needed other sizes. In fact, she didn’t even make eye contact with me. I could’ve processed the transaction myself. The only time she spoke to me was to convince me to sign up for a Sears card. As she was saying «thank you have a nice day» she was looking at the next guest.
It’s definitely no Nordstrom’s.

I wanted to pay for my purchase. The two employees in the Electronics section talked on their phones (and it wasn’t business related), and pointed to the Appliances section where there was a cashier. I waited at the Appliances cashier for 20 minutes while he completed another customer’s transaction. The Electronics employees were on the phone for the whole time I was waiting at the cashier, and didn’t offer to help. When I asked one of the Electronics employees a question, he was abrupt and rude. It was like he wanted to get back to talking on the phone. I wanted to purchase from Sears because of its reputation for customer service, but based on this occurrence, that reputation isn’t well deserved.

Taking portraits seem so 90’s to me. I remember back in the day when going to Sears to have professional pictures taken was popular. The only reason I did a couple weeks ago was because my daughter needed her passport picture. Many other businesses take passport pictures for your baby, but they don’t do it well and you’ll need to have it retaken when it gets rejected by the passport office. So save yourself the trouble and come here in the first place especially if your baby is under 6 months.
On top of having a quick passport picture session, Sears gives you a free portrait session and you get a 10X13 print out. Even though my daughter was fussy that morning, the photographer, Jas was able to get 5 good shots of her. Sure the background with cloud is a little cheesey, but I still like it.

Horrible, just Horrible. If I could give negative stars I would… I called the store about a necklace and was told it was in stock and to come in and pick it up, but when I got there I was then told they don’t carry that item in store. Terrific, a wasted trip. So I ordered it through the catalogue and was told it would be in store 100% within 2 days, in time for Christmas. Great! Except 2 days later, no necklace. Christmas comes and goes, still no necklace.
It is now 4 days after christmas and 2 weeks after ordering and (after being bounced around on the phone by clerks who could barely speak english and being told they are with customers who are apparently more important than a customer who has ALREADY paid) I spent more then 20 minutes on hold before being told «sorry, it’s not here yet, try again in a few days» and was rudely hung up on.
The customer service at this store is beyond attrocious and the sheer level of apathy and disrespect for customers displayed by the clerks is disgusting. I will never shop here again and highly suggest that you avoid this hell-​hole of a retail joke at all costs. How they are even still in business is beyond me. So thanks a lot Sears for wasting my time, holding my money and product hostage and essentially ruining Christmas with your lies and rudeness. If that’s what you’re going for, keep up the good work.

Ugh, no.
As many of my fellow Unilocalers have already said, the store is old, dirty, and in need of a facelift. It’s obvious that corporate has not invested time or money into the upkeep of the store or the staff.
We needed an area rug for our living room that didn’t cost an arm and a leg. Ikea, Rona and Home Depot didn’t have anything suitable, so off we went to Sears.
There was no one in the furniture area. No one! And many of the display rugs didn’t have price tags, which makes it difficult to select one when you’re on a budget. We ended up whipping out our phones to check prices on Sears’ website. Yeesh,.
Finally we found someone who was able to help… kind of. He knew nothing about area rugs and didn’t help us pick anything. He brought us their book o’ choices and left us alone to pick one — most of which were not on display. I could have done this from home using their website. I went to the store to check them out in person.
We chose one and ordered it. At the time, Sears had a month-​long promotion featuring free home delivery of furniture items. It was the second-​last day of the promotion and none of the staff were aware of it. The cashier argued and argued with me until I showed her the checkout page of Sears’ website on my phone: there was my carpet, tax added, home delivery selected, no charge for home delivery. There was also a huge «FREE HOME DELIVERY» banner ad at the top of the page.
I put it like this: stop arguing with me or I’ll order this from my phone and no one gets commission. She didn’t apologize. They called a manager for an override. Override given. I questioned the wisdom of having the website compete with the store for sales and promotions, though now that I’ve read about Sears’ CEO, it all makes sense now.
This whole venture took 3 hours. Yup, 3 hours to buy a damn carpet. It looks lovely in my home (delivery was flawless, fortunately), but damn… never again.

I lost all my keys while walking one day and was going to have to order a new set of keys for the freezer that I store outside.
I took photos of my freezer and John Thompson helped me find a spare key that worked in my freezer lock.
Thanks John you saved me a lot of money on a service call.
Expect a surprise gift coming your way soon.
Mary

I didn’t expect to receive consistent customer service but I am happy I did! I bought a dishwasher from Chris D. which the machine somehow didn’t come with an under-​counter mounting bracket (not his fault). I e-​mailed him and he replied almost immediately even though he was on holidays. His colleague, Graham, was being super friendly and helpful. He made a few calls for me to his back office and ordered the part and arranged to have it mailed to my house. Great job guys! Now that’s the type of customer service I would tell my family and friends about!

I am not a patient shopper.
I am not a «let me dig through 29 piles to find that perfect top» shopper.
I am a quick, dirty, get in and get out shopper.
Let me tell you, this Sears got me in and out in record time.
This Sears leaves a lot to be desired. And I am realllly stretching it with that, only because of my fantastic experience in the optical department. I am pretty sure a 4 year olds bedroom would be more tidy than this location. When I was walking through ladies wear, there was clothing scattered literally everywhere. Piles of it, just sitting around. There was customer litter on the floor! I literally watched sales associates make eye contact with customers who needed help and just walk away.
It is really boggles my mind why the lease continues to be renewed on this location and yet the DT store is getting the boot!