Sears

I recently was in the area for an errand and had a rug to return to Sears that I had purchased online for merchandise pickup at the Alexandria location on Duke Street. I first went to the merchandise pickup area (without the rug) because I was unsure if they even accepted returns from another store. The gentleman who assisted me was friendly and told me that they could accept the return at any register in the store because they would be able to look up my order there instead of at merchandise pickup. I thanked him, went to my car, picked up the rug, went to the first viable register.
Even before I spoke, a rude woman named Sue (who was not preoccupied with any customers) immediately barked at me and asked if I was returning. I said yes, and she said that they could not do a return that is shipped to home. I said that I did not have it shipped to home, that I picked it up at merchandise pickup at Duke Street, and that I had just spoken to her colleague in merchandise pickup at this store, and he referred me to the registers. She was very rude in tone and dismissive, telling me that I have to go back and return it at merchandise pickup. I told her that her colleague specifically sent me here, and now she is sending me back. She said she would call merchandise pickup and that I should go there.
I returned to merchandise pickup and spoke with the gentleman again, and he was again very friendly. He instructed me to bring the rug to the back and had his colleague, Shekhar, help me. Shekhar was also very friendly, made eye contact, and completed the return by looknig up my order via credit card and phone number and had no complaint or problem. It took a few minutes but the return was possible and successful.

Great shopping experience! The customer service was exceptional! This Sears has made the jump to caring for their customers. I want to acknowledge the whole staff for it. This purchase was nessesary because our second Home Depot dehumidifier in seven years stopped working correctly. We needed a reliable replacement. We purchased a Kenmore dehumidifier with a delux 5 year warranty package. It’s working like a champ! Happy that the warranty will insure that this unit will be working for us for many years to come.

Ordered online for store pickup. They cancelled my order without informing me. Came by to pick up to find out (after waiting in line) order was cancelled by the store manager and they didn’t even refund my money when they cancelled it. I had to come in and swipe my card apparently. Makes no damn sense. If I didn’t come in would they have just kept my money for the good times they gave me? I wouldn’t waste my time ordering online from these flakes if what you’re ordering is something you actually want; or if value your time. They couldn’t even give me a reason WHY they cancelled it. I know they received the product because I got the email tracking saying so.
To make matters worse, I lost all the promotions I spent time finding on the deal, and maybe lost all or some of my shop your way points… you know. The ones they give you for being a «valued» customer. Smdh

Sears Customer service makes Comcast look like perfection. I had an appliance delivery scheduled and when I didn’t receive a call, I called them. The first two people I spoke with pretended they couldn’t find my order. Naturally, the call center is in the Philippines and you can get anyone with the authority or willingness to help. On my third attempt I found someone that would at least admit that my $ 2500 order wasn’t in my imagination but then informed me that my delivery was not scheduled due to an admitted failure on Sears part. This caused a significant problem but, alas, sears didn’t care. After years of business, this was the last time I will ever do business with Sears.

Sears Home warranty service is a racket. The employees are dishonest, incompetent, rude and apathetic. I have been through a three month odyssey to get my dishwasher repaired, having to take multiple days off work, Sears passing the buck, collecting my warranty fee and denying all responsibility. Deplorable. I will be sharing these sentiments on every social media site I can find.

Went to Sears expecting to purchase the large toy train they habitually carried every Christmas. Sadly, there was no such thing available anymore. Most of the toy trains were tiny, and the decorations displayed were imported and of poor quality. I am old-​school, having been raised on Sears catalogues and born in the city where the mighty brand began, Chicago. I have a lot of nostaligia for American made goods, exceptional customer service and the variety of durable products we associated with the Sears brand.
Why were there so few salespeople on the floor? I spotted a couple girls sitting beside a promotional poster at a sales table, but they were checking their cellphones and didn’t look up. It was in the bedding and mattresses section that I finally located a salesman happy to answer a few questions. There were plenty of quality housewares and appliances waiting to be sold without anyone to sell them. This location seems to rely on customers serving themselves.

I absolutely despise this store, seriously I was a car salesman… everytime I walk through without fail. I’m pounced on like road kill to a vulture, I don’t want to buy crap from you! I swear these people make HH Gregg look like a spa. What i especially look forward too is the relentless stalking and harassment when I’m simply «looking» go away! Go get a bubble tea or something. but here’s the ironic part. try to buy anything that’s not an appliance or lawn equipment or a bed and try to find a cashier that has a clue as to what to do and how to ring up a purchase… piss poor management!

Seriously how does this place stay in business? Iwant yo buy one thing but can’t because they have started ringing up transactions for people that aren’t done shopping yet.

eek! i will never shop at that store again. i heard they had good vacuum cleaners, so i went in to check them out. the sales person treated me as if he had better things to do, and i was a distraction. i felt in his culture (he could not speak english well) he felt contempt for me because i was a woman of 75. he knew next to nothing about vacuum cleaners except to turn them off and on. then he quoted me a price that was $ 50 above the price for the same model at amazon and walmart. does he think we women are stupid? while i was there testing the vacuum, he actually left to talk in some arab language to a friend who may have wanted to meet him about something. so he told me he was going to the bathroom, and he never returned.
where do they get their employees??? this service was the worst ever. employ americans, sears, and pay them!!!

Sears does not deserve even one Star!!! How this place manages to stay in business I have no idea. See their Facebook page, NOTHING but complaints! Sears is not what it used to be. Long story short, a salesman, Haji, lied to me to get me to purchase additional warranty packages, the salespeople are RUDE, asked for help and was told by an employee doing nothing that he had a client and didnt work in vacuums-​word for word, the sales people dont know their merchandise, told me I did not need a bag for a particular vacuum (I did), the salespeople are RUDE, the «customer service» line is AWFUL-​you will be routed to so many different departments… and then speak to someone who barely speaks English. I purchased an appliance for $ 1700, the salesman neglected to tell me to allow additional space for equipment, it doesnt fit in my utility closet (see the attached image. I should have returned the washer/​dryer, but long story short, ive been 2 weeks without and 3 days dealing with Sears incompetence, literally they wore me out!). When the delivery service came, the delivery man complained about the salespeople «always doing this and not knowing the product they are selling» this experience has been unreal. Once I pay off this appliance I am never setting foot or spending money at SEARS again.
Oh forgot to add, I complained and was told by the store manager, Sonny, that he would «take care of me», never received a call back. Then I complained to corporate and was promised a reaponse-​nothing! This is how much they care about customers. Note the manager’s review below was in 2013, they talk a good game but dont improve!

WOW! Worst experience I have ever had… Keep in mind, I did order the refrigerator online however it is this stores responsibility to deliver– which they are too incompetent to do so properly.
First of all, it was already a day late of promised delivery b/​c Sears needed to verify CC info and security information, okay… I get it.
We verified everything and asked for the delivery the next day (a day late) and asked to have it before 5pm– as we are a business and close.
I called the next day to verify our delivery time b/​c nobody had reached out to us and they explained its not coming until 5:45 — 7:45pm… WOW, really? Its already a day late and you still cant do this correctly… I called the 800# asked to speak to manager and still she could do nothing b/​c «they wont be in the area until that time»… So, here I am the third day after promised delivery waiting… its past the two hour window they promised and I am now staying at work late, waiting.
Keep in mind– its states on my receipt and online «We will call you the evening before your delivery date to confirm your 2-​hour delivery window» … FOR 3 DAYS IN A ROW, I never received one phone call… I HAD TO TAKE TIME OUT OF MY BUSY DAY to call them and follow up and/​or verify. ALSO, I signed up to receive text messages about my delivery and it said «thanks, you will now receive up to 6 messages regarding your upcoming Sears delivery»… did I receive ANY, NO!
This is totally unethical… even after explaining all this to a «manager» through the 800 #.she did not seem to care either… well, there was no point b/​c it didnt change a thing! She even ensured me when I called that I would «receive a call tonight between 6pm-​9pm verifying my two hour window for delivery»… yea right. SEARS SUCKS!!! UNETHICAL AND IN BREACH OF CONTRACT!

The worst customer service nightmare I’ve ever experienced with a big name company. I will NEVER shop here again!!!

This company sucks. They can’t understand a thing we say, and even after we repeat the order of a washing machine, they still get it wrong. If I wanted their type of service, I would ask a cow.

Our experience was not without hiccups, but the store manager (wish I could remember his name) was awesome about responding to us in a timely manner and compensating us for our troubles. Our experience with sales was fine for our washer and dryer last year. But, the delivery team showed up literally 10 hours late at 9pm with a damaged dryer. They had already unhooked ours and didn’t reconnect them before leaving. It was over a week before we were able to get a new washer and dryer and then they weren’t connected properly. But, as I said the store manager was very helpful and we will definitely be return customers.

This is the most incompetent company we have ever dealt with. From customer service to sales to delivery not to mention being bounced around from department to department in customer service since they don’t know where to route you. We ordered the white washer 31 512 and they delivered the 61 512 DRYER!!! These people are the most incompetent knuckleheads I’ve ever seen.

Please note this order was placed online and not with the physical Dulles store.
Like others have posted, I consciously try to support American business. After many attempts, Sears has finally made this impossible. I was excited to find a new Kenmore double convection range with high reviews on sale. I placed the order on August 1^st but Sears did not have delivery and installation available until August 26^th unless I paid extra for weekend delivery. No problem, I simply scheduled for the first weekday delivery available and sat back dreaming of my new range.
On August 13^th I am billed for the range that was not even scheduled to be delivered for two more weeks. When I called to inquire, I noticed on my online account there was a note that installation was not available. I have no faith in my own ability to install a range so I specifically included delivery, installation, and removal of my old range and all were available when I placed my order. I finally just cancelled the order. Sears, you win, I will find a new appliance store.

Please Unilocal,give us some negative stars. This is the email I sent to
. Shop here if you LOVE waiting on hold, being transferred around, disconnected, stood up, and over all treated like a number.
Sears–
This was the worst experience I’ve ever had shopping with a major retailer. We were looking to buy four major appliances for our kitchen. First off, the sales people are like used car salesman. Even when I asked him to stop with all the sales pitches and just talk to me about the product he responded with «Why are you at Sears.» I just looked at him and said, «because I’m comparing prices.» He then proceeded to tell me that I’m there because Sears is like a Ferrari and he is like a Ferrari and that if I didn’t appreciate his services he didn’t need to help us. Of course we left. (By the way, Sears is like a Chevy before the bailout). We decided to buy the appliances online.
When it came time to deliver it was a mess. First they called the day before and said they didn’t have one of our items. We spent all day on hold, being transferred, and being disconnected. The guys that actually delivered our items were fine. We were under the impression that they would be installed at the time of delivery but then we were told no, they will be installed Saturday and we’d receive a call after 6 PM with the install time. We never received a call. Saturday morning we called and of course, waited on hold for 30 minutes only to find out they needed to transfer us again. An hour later we are on the phone with someone who says, «your account is in problem status and the install isn’t scheduled.» Why? They have no idea. Why did they not call us and try to resolve the issue if they were going to change the installation date? So we have been being transferred and transferred and transferred, waiting on hold for 20+ minutes each time. Not once does someone say, «we screwed up, we apologize and will do whatever we can to make it right.» Instead they treat us like another number, like they are doing us a favor and they could give a shit about our business.
This company is a nightmare. We will of course never shop here again and what was once a Chevy is now the Ford Pinto. Off to wait on hold some more while your incompetent company transfers me around a few dozen more times.

Sears is a department store I don’t really shop at. I will walk through once in a while to park my car there if I’m going to Ann Taylor Loft, so I don’t spend money «walking through» Nordstrom. I have to say, I really think their stuff has gotten a lot nicer. The store looks completely different than it used to, and I feel like you can actually shop there. It kind of looks like a JC Penney now inside. They also have some cute in-​house brands, too. I like the Lands End section. I’m kind of getting into that preppy stuff, and Lands End has a lot of nice basics.
Customer service wise, they could use a few tips from Nordstrom.