Sears

Remember when Sears was a great retailer. They once where. The Gurnee Sears store sucks. Their appliance salespeople will tell you any lie to make a sale. If they screw up an order, it’s the buyer fault, and the buyers problem to fix. Responsibility is something their folks will never own.
Don’t except any help from a department manager or a store manager; they’re as useless the people working for them.
Sears just doesn’t care anymore. Their store folks are nothing more than brain dead zombies going through the motions of life.
How sad it must be to be a manager working at the Gurnee Sears store knowing this is the best life is going to offer you as a career.

I want to like Sears more than I do. I grew up with the Sears Catalog wishbook. Every year as a child, I poured over that tome to itemize my slightest whim in hopes for a holiday bounty. Our history goes back so far, Sears holds a dear place in my heart. My first 45 single, Bohemian Rhapsody by Queen, was from the Sears record section which I played on my first AM/​FM/​turntable/​8-​track stereo. Times have changed.
I no longer wear Toughskins. Since the Kardashians took over the clothing selections in this place, I wouldn’t venture a glance at the fashions here. This newer incarnation, a ‘Sears Grand’ (whatever that means) still has many of the reasons I keep going back: tools and appliances. The Craftsman brand especially, and to a lesser extent, Kenmore, are still a draw.
The newest CEO had the smarts to decouple the Craftsman brand from the Sears name in the increasingly probable event that the main brand itself dies. My vacuums and shop vacs are Sears, and they are top rate. My tool chest, many of my best tools, and my garage door opener are from Sears as well. With these, I couldn’t be happier.
Service here is okay, but can often use a hand to encourage the highest level of attention. Case in point: I went there yesterday to replace my 11 year old garage door opener which finally bit the dust and fried itself to a sputtering end. I shopped online to see the model I wanted and was happy to find out that they had a few in store to pick up. When I got to the store, I was surprised to see not only that they did in fact have it, but the next model up was on sale for the same price for Craftsman Club members. The last time I shopped there to buy the shop vac, I used some rarely used frequent customer number to get about $ 9 off. Great deal! I assumed that I was therefore also a Craftsman Club member. No, I wasn’t, but the clerk told me I could join by signing up through the neighboring register. After asking me my cell phone number at least five times, she said, «No dice. I can’t sign you up.» I asked, surely there is someone you can call to get me the into the club for the discount, so she tried again on her iPad. This time it worked, and I got my dollars off. I was just a little peeved that I had to egg her on to help me get the best deal. She would have been perfectly happy to settle with an, «I’m sorry. I can’t help you.»
Great service is part of corporate culture. It has to be taught, rewarded, and repeated. I don’t blame the employees that they seem to be only going through the motions. This is an issue for local management and corporate policy.
I got my discount, and after I paid the clerk told me I also qualified for a gift card. Score for an unanticipated $ 10 bonus! I suggested that we rewrite the order to take off my special garage door opener light bulbs and buy them with the card, but she gave me a look. I guess I’ll have to use it next time one of my tools or appliances breaks. But these things last so long, God knows next time I’ll be in that store.

Came here shortly before closing time on a Friday. When it was time for them to close they locked all the doors and were extremely rude and smug when asked to unlock them so we could leave. Like anyone working at Sears has anything to be smug about.

If I could give ZERO stars I would but I was required to put one star on the rating. I spent $ 1,700 on a piece of elliptical equipment that was to be delivered and set up last Thursday. Sears called Wednesday night to confirm my delivery time on Thursday. I stayed home on Thursday to accept my delivery but they called in the morning and canceled!!! I then rescheduled for today (Monday). They called last night to confirm. I stayed home AGAIN today waiting for them and no one showed up. I called Sears and they said that my husband canceled my order when they called at 4pm. I AM NOT MARRIED AND THERE IS NO ONE HOME EXCEPT FOR ME. I can’t believe that I just spent two days waiting at home for this delivery that never came. Clearly someone wanted to leave work early so they lied.
I will never shop here again!

Absolutely garbage! No one is around to ever help and the discounts are not discounts… Terrible!

The managers here are the worst. While attempting to buy an expensive mattress, the home department manager (Darrell) made my mother cry. It is that bad.

This is a great looking store. Very well laid out. They have food also, which is a great time saver. Now try to get out. I go to the back of the store and there is one register open that leads into the mall. It has 8 people in line waiting. So I go to the front of the store. There is one more register open. It has 12 people waiting to get out. And the manager causally walks by in her house slippers, glances over and continues on her way. I put all my stuff down and left for a real store. They are obviously doing very well and they don’t need my business.