Sears Hometown Store

I wanted to deal locally, so I called the GV store to see if, indeed, they had the model of fridge I want in stock as the online page said.
No surprise. They did not. The man I spoke to said they could order it. I told him the webpage said the home delivery is free. He said,“No, unless you have a Sears card it’s $ 89 (+), and that’s to put it on your doorstep.” I read the pages out to him, as he said the charge would come up on the checkout page.
It did not. I told him so and he said, «Well, then, order it online.»
I did an online chat on the webpage to make sure there would be no charge for delivery, since the GV store guy said it would be coming from Sacramento if I ordered it online.
The guy I chatted with checked and affirmed that delivery will be free if I order it online, even though I do not have a SEARS card.
Jeesh.

About a month ago we moved into the new place and need a washer & dryer. Wife picks out a pair she thinks she likes, asks the sales guy if they stack. He says yes. She pays for them, says she’ll check with me about delivery & install.
The next day, she calls in to tell them to deliver & install. The guy on the other end of the line says we never paid, didn’t finish the transaction. Wife is looking at her receipt and saying yes, I have a receipt right here.” it took ten minutes to convince the sales guy that yes, we in fact paid them and yes, the washer & dryer were on their way. He capitulates & we set a date for delivery and install that weekend.
A contractor shows up and installs the units but, of course, when my wife asked about stacking? They didn’t send the contractor out with a stacking kit. The sales guy didn’t mention a kit was required, didn’t ask if we wanted one, nothing.
So now I have to go in an order a stacking kit. $ 60, take four days to get it, once it’s in the store we set up another install date.
Two guys show up with a total lack of professionalism and no obvious sign they know what they are doing. Eventually the dryer is on top of the washer, though, and they take off (but not without asking me to write a note saying how awesome they were. I do this because I have sympathy for anyone in their position: likely having their asses ridden by several layers of management at once)
Well, honest to freaking goodness, last night I notice the dryer duct wasn’t hooked up and the washer’s dump hose wasn’t trimmed to length at all, just crudely looped with an extra ~5 feet of length. I called, nobody picked up the phone, I left a voicemail, I got nothing back and just did it myself.
This place sucks. From the moment you walk in the door to the moment you just give up and DIY, this place sucks.

WHAT A JOKE !!!
We had the worst sales girl ‚
who kept backtracking what she told us on the appliances we were looking at; as well as wrongly marked $ priced merchandise on the appliances we were looking at.
It was like we were in the twilight zone.
So finally not able to purchase from store for what ever strange reason ‚?!
she did our purchase online.
We left there with no receipt, only a sales tag she wrote the item # & our order #.
We got home and went online to find NOTHING THERE.
Long story short we did our own order with a really helpful women from Sears ONLINE.
So No more visits to THE Grass Valley outlet in grass valley.
FOR WHAT? A waste OF MY TIME. Maybe I will return if they get someone who knows the merchandise. !!!

I purchased a weedwacker from this store, and at time of purchase it had fuel it the tank. My wife was with one who told me I should not get it cause it is not normal. I was told it was there norm for them to try them before the customer leaves, (but not true after talking to customer service department). So a guy named James took it to the back and tested it and came back and said it was fine. Well I was never able to start the thing but once. Took it back and they would no exchange it, very Rude and Very UNPROFESSIONAL. PLEASE STAY AWAY FROM THIS STORE NOT WORTH IT. After a thirty min talk with customer service they resolved the matter. Just thought I would share. IT was sad all this over $ 159.00 they told me at time of purchase it was covered for 2 years, good luck with that!

My wife and I bought a refrigerator from Larry the weekend of ¹⁄₂₈. In our presence, he called Dan their delivery guy to arrange for a delivery on Friday, today, ¹⁄₃.
On Monday, my wife phoned and left a message for Dan to insure the delivery date.
She never heard back from him. No return call.
Today, with delivery scheduled 12 — 4, at 1 p.m. my wife phoned Dan who said «there’s nothing on my schedule… you’re not on my schedule.»
I called Larry at the store who said «yep, here it is, scheduled 2 –3 p.m. today… I’ll call Dan and get right back to you.»
10 minutes later, not having heard, I called back. Larry said he JUST spoke with Dan who should be calling right away, but Larry was vague about whether that meant we could guarantee delivery.
Dan called and said he couldn’t deliver until Monday. Larry knew, of course, but had turfed the bad news to Dan
We took today off to be here for the refrigerator.
WE cancelled the order. WE were furious. Incompetence plus dishonesty is a bad combo!
The sale was good, but the service was awful, incompetent and handled in a frankly duplicitous way… that’s often the case with Sears I realize… good selling, but delivery and maintenance is bad… this was the worst.

Perhaps the best customer service Ive experienced in years. I walked in to look at washers. Immediately Larry (the one with the cowboy hat if you go) walked up to me and asked if I needed help. I told him I was in a bit of sticker shock having not bought a new appliance in a while. But I really needed a new set. Larry let me know they were having a half off sale at the end of that week and I should come back. I told him what my needs were and he helped me pick something out. When I asked if he was on commission and he said yes, I was even more grateful that he had told me about the sale.
But, it gets even better. Unfortunately my machine had a problem. Service came out and told me I would have to wait for a new part for 2 – 3 weeks. I was really concerned that maybe I got a lemon. Ive had a lot of bad customer service experiences over the past few years and was totally prepared to have to fight with them if I wanted a replacement. When I went in and told Larry what was up, he just said «Well, we need to get yer a new one»… no hesitation! And, he arranged to have it delivered in just 2 days. NOW THAT IS GREAT CUSTOMER SERVICEI! Larry, just gained himself (and Sears) a lifelong customer.

Ok, so the first time I went in here to look at appliances I had every intention on making a purchase. I souldnt even get a person to come talk to me. So I took my business to another local store. This was probably around 2003. Recently we were looking to purchase a new refrigerator and a range. We figured that we would give Sears another try. They had the best prices in town and the service was so-​so. My items are to be deliverd tomorrow and I have as of yet to hear from someone about a time frame of which I need to be there. I called my loacl store and was promptly told to call the main store to find that information out. I called there and they had no information on my delivery. After spending over $ 2K I would think that service would be better than that. I am pissed!!! I have now left the local Sears 2 voice messages and they still have not returned my phone call. DO NOT SHOP THERE!!! SERVICE SUCKS!!!