Sears

Sears has by far the worst customer service especially a lady by the name of Tammy. Never argue with the customer, the customer is always right, that’s the first thing you learn in training. This explains why people choose not to buy appliances from Sears. Do not buy any large appliances and never enroll in anything automatic like a water filter because they will overcharge you and never give you the correct explanation of why you are buying or being enrolled in. Would not recommend anyone to buy anything from Sears.

Very poor service. I will never come back here.
Lizette, not only were you so unprofessional and rude but you also used foul language with me I front of my kids. I know you might not get paid the best, but with your skills, customer service should be a wreck.
To Judy the manager, I could tell you’re a nervous wreck look at your store, unorganized and under staffed. She did not help me with my issue she told me to get over it and go some where else.
I WILL NEVER COME BACK JUDY.
I’m just surprised someone so unprofessional could be in charge of a store. What a sad day at Sears.

When a store chain is on the verge of dying, certain things happen to a customer. The first and most visable change is customer service. Sears built it’s reputation on service, product, and availability. Most of these crucial and intrinsic business models is rotting away, especially at this Sears at the Southland Mall in Hayward.
As many have said recently the merchandise pickup is horrendous. We ordered an item online to be picked up and then showed up this past Sunday to find a long line of people waiting. The usual online check in where you could track the process of your item from the basement storeroom to you in 5 minutes or less was disconnected. Instead we checked in with the woman in the window of the back room and gave her our confirmation number. There were already perhaps a dozen people waiting and my friend waited for her item to come out while I shopped. What I found were a lot of near empty shelves and really long lines at the two cashiers that I could see that were open in the massive store. Christmas time is a season where stores are bulking up the workforce, but not at Sears. When I came back 15 minutes later my friend had a concerned look on her face. She told me that not one person had received their merchandise. 20 minutes passed, then 30 and not one person came out from the door with an item to the now growing line of customers. Finally 35 minutes and a guy came out from the back with a broom, yes a broom, while others asked him about their items that some were now waiting for over an hour. He told them to be patient and disappeared behind the door and that was the last that I saw anybody come out from that back room. A guy who was waiting over an hour for a Christmas tree went to the woman behind the window and gave her a piece of his mind. She responded by giving a code over the stores intercom presumably for security, which, by the way, never arrived. After the 45 minute mark my friend told the lady that she’d come back another day for her items, really not knowing if they’d be there when she came back. During the 45 minutes that we were there ONE customer recieved their merchandise. The previous standard used to be 5 minutes. Her shelves that she was there to pick up were already purchased with a credit card. When a company goes bankrupt you just become another creditor and she worries today whether she should just stop the payment. When a customer loses confidence in a store that really says something and from the looks of it, Sears doesn’t really care.
From what I could see this Sears won’t be around next Christmas. And really there is no reason that they should. With this kind lack of service, they shouldn’t be.

Merchandise pickup is horrendous. The guy working there is clueless and will walk around the store for 20 minutes when they text you the item is ready! This is the 3^rd time I experience the same issue. Never again Sears. Be forewarned.

Worst thing ever never pick up from here they send me a text saying it was ready for pick up I waited over 30 min until they told me they still have to go get it off from the floor, when they say it’s ready for pick up they should have it at their work section already. It took another 18 min until they found one of my item. Then they couldn’t find the second item it took over a total of 1 hr and 26 mini until I got my second item. Yes I know it’s busy time of the year but really they need to organize their stuff better. But on the up side the worker are nice and helpful and I understand their stress but no one have time to waste it shouldn’t take over a hr and a half to pick up a order.

I wish they have negative stars rating. This store deserve negative 5 stars. Here is my shopping experience. Looks like they don’t want my business and make it very hard to shop there. I was trying to buy a tool and found that online price (at
) is cheaper. Sales told me that they can’t change price. Told me to order online and do a store pick up. I proceed with online order. I ordered item 11:30 AM and by 3:00 PM I didn’t get any e-​mail to tell me to go pick up at the store so I called store customer service. They checked my order and said my order is there go pick up. I showed up at the merchandise pickup and they told me that order was not in. Let me remind you that it is already 4:00 PM by that time. I’m not sure what kind of computer system they are running, it is already 4.5 hours and store still don’t have my order. If I order through other stores they will be ready to go in ½ hours. I asked for the manager and manager never shows up. I decided to call the store customer service and they finally track down store manager. Store operation manager shows up and told me that yes my online order is still not in the system and they can’t do anything about it until they see the order. He said sales person who I initially talk to is new and should have match the price for me. My gut feeling tell me that sales person don’t want to do extra work or price matching required manager approval so manager don’t want to do extra work, that is the reason I’m going through this full circle. What the hell? In the end it is not even about money or time anymore. I have to complain. I can’t even trust the manager to be able to complain. Most retailer are making it easier to shop and SEARS is going the other way around. How low this business can go? I know they are in big trouble but this is the worst shopping experience I had in my entire life. I’m not a Wall Street analyst but I can guess this business will disappear in 5 years. Whoever running this company should be ashamed of yourself.

Got a Sears gift card and so I wanted to spend it. I selected my item and when to pay. The line was only 3 people deep but there was an issue with the cash register. I waited in line for 15 minutes and not one person was rung up. I decided to shop some more, came back 20 minutes later and no one was helped. The same people in line. I went to other cashiers and the lines were 5 to 7 people deep and moving like glaciers. To heck with that, so I went home. I am going to re-​gift my gift card to someone for X-​mas. I almost feel guilty because we shouldn’t give people «gag» gift for X-​mas, but I’m not going back to that store… I never really shopped there to start with, so the chances of me going back is very slim to none. Save your time and shop somewhere else. I’ll be letting people know not to give me Sears gift cards because it’s just a waste of money on me.

Five stars plus for the BEST customer service by Mike Burns in the appliance dept. This is the best customer service provider that I think I have ever had. We bought a refrigerator on September 15, 2015 at this location. They had it in stock and were able to delivery on September 30 2015. We looked at this same refrigerator at Home Depot in Hayward (½ an hour before ending up at the Sears in the appliance dept.), and was told we would not be able to get it until just after Nov 21 2015.
Sure, Sears has had a hard time through the years keeping their stores looking nice and the shelves stocked well, but, don’t give up on Sears they have been around for a LONG time and can still provide you with what you need.
Thanks again to Mike Burns for the GREAT customer service!

purchased 4-​piece kitchen appliance bundle. delivery was scheduled for ⁸⁄₁₃. i call on ⁸⁄₁₂ to get an approximate delivery time and am nonchalantly told «oh your order delivery has been pushed back to 9÷1» excuse me? i only took the day off from work to be there for delivery and Sears doesn’t have the COMMON PROFESSIONALISM to call the customer and notify them of the delay? i have to call to find this out. and the Sears reps excuse? «the items you ordered are very popular». ok you really don’t get it. Officially done with sears. not like kitchen appliances are really THAT important when you’re moving into a new house… thanks for the wonderful experience Sears!

Review for the Merchandise Pickup.
Purchased a garden sprayer and vacuum cleaner bags in two transactions for pickup at the Hayward store. After receiving my email pickup notices, I came by on Saturday to pick up my merchandise. About five minutes after scanning the scan bars from my emails, a worker said he could not locate my items and asked when I had ordered my items. Explained that I received my email pickup notifications so the items should be here. He checked the computer system and said it would check the again. About ten minutes later, he comes walking in from the sales floor with my items. The sprayer box had a label with my name on it, which meant he found it in the pickup inventory. But not the vacuum cleaner bags, were probably not there and he went to pull it from the sales floor.
I’ve picked up items from online purchases here and the pickup process has always been efficient. The worker should not have to go the sales floor to pull the item resulting in a delay in the pickup.

I went online to buy a refrigerator where everything was confirmed for delivery. I took the day off just so I can receive it. I get a call in the morning that it can’t be delivered they didn’t pick it up. Called for the customer service line and they only wanted to compasate me 10% off which is 85 dollars and I spend more the 1,000 on this fridge, they weren’t concerned at all about my issue so I cancelled it. I went to the store location and they had one representative working I wanted to see if they had someone available for same day delivery again the worker was helping another person people where waiting in line and didn’t seem concerned that other people where waiting the guy in line infront of me told him ok I understand you are helping them but have in mind you have many other people waiting again he didn’t seem concerned so I left. I went to best buys bought a fridge and once they heard about my experience they where really concerned and offered me a discount on my fridge which had nothing to do with them. I will never buy appliances from Sears online or in store there people their don’t seem to care.

No excuse for a line like this with employees just causally strolling around the store! There’s a vacant register.

I hate to write bad review. But this place needs customer service!
I bought an air tool ratchet on 2÷14÷15. It was on the Valentine’s Day at Pleasanton Sears. Later I found a brand new one in my storage which I bought it awhile back for my spare just in case. I planed to bring it back for return. I was going to bring it back before 30 days. I made a phone call to Pleasanton Sears to ask their returns policy, the gentleman said 90 days. Great, then I’m not going their anytime soon until I need something because I live in Oakland.
Today I went to Southland mall Sears to return this item. Went up to the cashier and the lady by the name of «Farimah», looking at me with an attitude. I told her I wanted to return this, she ask; what is wrong with it? I said it’s nothing wrong. I just don’t need it. She looked at my receipt. I had a feeling that she’s gonna give me a hard time. And I was right. She said; you can not return this, I asked why? She goes, it’s passed 30 days. I said I already made a called and confirmed the return policy is 90 days. She said; that’s only for clothing. I said well, then why other Sears told me 90 days return policy? Then I guess she knew she fuck up, then she gave me the refund. I was like, if you don’t want to work? Take the day off, don’t be upset customers and ruining the store reputation.
I gave them 2 stars because they carry the tools we need for the shop. But their employee really needs training. No wonder more Sears stores got closed down.

I have to say that this is the worst location when it comes to service. I came in to return a water filter that was received in the mail. I gave my driver’s license and credit card to this young male cashier. Next thing I know, without asking me, he went ahead and put it on the Sears gift card instead of putting it back on the credit card that was used to charge for the purchase. Afterward, the manager had to void the gift card and that took a while because she didn’t know how to do it and had to call someone else for help. It didn’t stop there. After all this, she sent me downstairs to the appliance department because they were the only ones that could complete the return. If this register couldn’t do it in the first place then why didn’t they just say it in. This is just absurd. So I went down to the appliance department. The cashier asked me for the receipt and I told her that there was no receipt inside the package. She starts processing the return and asked for my driver’s license. I noticed that the credit amount on the card swipe was a dollar less than what was charged. At this point I didn’t care and didn’t want to argue about it. But I couldn’t believe my ears when she asked me which gift card would I like to have the credit go toward. I told her that I want it back on my credit card and NOT the gift card. She asked another sales rep for help and he called a manager. Finally, it came down to either a gift card or call the parts department to see what I need to do to have it return to my credit card. After wasting nearly an hour at the store, I called the parts department and was told that I can’t return it at the store and must use the return label was going to be emailed to me. I have to say that the process and system is so disconnected. Apparently, the store could not see the my order in the system because it was a mail order. They are so behind the times. Many big department stores have mail order services that could be returned at the store. I have purchased a Kenmore dishwasher and fridge and have my windows installed by Sears. Not sure if I would go with them on anything in the future. I am concerned that they compete if they don’t change with the times in this age of technology.

This place is ghetto. Many shelves are bare and they are understaffed. Sears should either renovate this spot or just close it down. Maybe another business can take over this spot instead.

I came in to this sears location ³⁄₃₀. Its seemed that the other associates where a little overwhelmed but i like how candace seemed calm and smiled and the rush didnt seem to bother her… very good worker…-Asim b.

Don’t always believe on their 5 minute guarantee, I picked up my order it took me 15 minutes to wait. Plus I went there on the 6^th Jan. To pick up my order but the man said i should I have my sears card, though I had my order number & email to my smartphone but unfortunately the guy did not give my order.

With long long lines, the sales people are up selling and opening new credit accounts! The area managers are walking around doing nothing. I wasted my time on a defective item I had to return. I had to wait in line for 20 minutes while two sales people opened new credit accounts and did other BS with customers. No savings when you lose you time. Sears sucks and I won’t return.