Sears

Why all of the bad reviews. This store is actually really pleasant.
Located in the Natick Mall, right at the intersection of Speen Street & Natick Mall Road. Convenient parking (heck, I found a spot right in the front parking lot… how often does that happen). The store was rather large and had a good stock of items, which the Dedham Sears (which I go to at least once per month), often does not have as much. George was also very knowledgable about where items are throughout the store (which one specific employee in my local store can not answer, ever.). So overall, this is a good Sears store, yet is very comparable to some of the others, so I wouldn’t go out of your way to go to this location, yet stop by if your in the Natick Mall, which by the way is AWESOME!

I can really see why Sears is in financial trouble.
I came here to get a dehumidifier. I called ahead, managed to find out what they had, and went over.
First off, when there are more people working there than consumers at 5:30 on a weekday, that’s *probably* not good for them. I find the dehumidifier in about 3 minutes, and try to find someone to check out. An Associate comes by, which begins a saga of 35 minutes for me to actually get out of there. When a customer decides that they want something, really, how long should it take to check them out? 35 minutes — way too much. He was unable to figure out how to use the ipad. One would think that one of the dozen nearby people would come over and help him, but nope! He didn’t know where hoses were, and a manager had to help with that.
Look Sears, the internet is around. Other competitors are around. Get your butts in gear and maybe train people to know how to use your checkout equipment. Train people to know the areas they are hired in. This isn’t rocket science. This isn’t asking for the Associate to know the intricacies of equipment, just to know how to sell a customer something.

I don’t like this particular Sears. While the layout was typical of other Sears and the associates have been helpful, their online order fulfillment needs help. I ordered an item online and received a confirmation that it was ready to be picked up from this particular Sears site. After wasting gas to drive here, I was told that they actually didn’t have the item even though they wrote that they had it ready to be picked up.

This may surprise no one, but I had (or rather, am having) a terrible experience with the installation of a $ 14K AC mini-​split ductless system for my house. Everything was great at first, until about 2 months in, at which point it stopped cooling. They called their contractor (A-​1 Air, who installed the system and has been GREAT), who refilled the system with refrigerant, and it worked. Until about 2 months later.
After repeating this process a few times it became clear there was an issue. Because it was winter, however, they can’t pull out all the lines to test the system and find the leak. I understand that. However, after paying more than $ 10,000 for a system I was expecting to use to cool and heat my house, I wasn’t happy. I asked Sears to provide compensation for the loss of use during the period before they can repair it this spring– I could have asked for additional compensation for the loss of use up until now, but did not. They have hemmed and hawed and sent me in circles at the store, the Home Services offices, etc. As a result, I have to file a suit.
I would not recommend Sears Home Install services, and I can’t recommend the store either, given the poor experience shopping for the system and trying to fix their mistake since then — as well as the poor service received in the process.

Wanted to updated on the horrific customer service from the point after everything was installed.
I called Sears and complained asking them to remove the delivery fees (not the cost of the appliances). They told me the best they could do was a $ 50 gift card as the actual appliances were not broken. After that, I called my credit card company hoping they could help me. My claim was rejected because Sears/​the subcontractor LIED to them. I received copies of the correspondence which showed them claiming that the property manager told my husband and I that our valve was broken at 1pm but we proceeded with the installation regardless.
1) Our delivery/​installation was around 9:30 am, which is when all the issues started. So even if someone had told us the valve was broken at 1, it would be too late.
2) The property manager was never in the building.
3) The conversation they were referring to was after the botched installation, the superintendent came to see what was going on, and tightened the valve with his tools (which the installation team failed to do). At this point the installation team’s manager had arrived and we all agreed the valve was now broken.
I really wish I could give negative stars, because I was somewhat understanding that it was really the subcontractor who screwed up until Sears flat out lied about what happened to avoid reimbursing us the delivery/​installation fees. I did however manage to get a satisfactory resolution through the BBB/​Sears corporate customer relations team. So if you’re having any problems with Sears, I suggest going that route.
Sears really needs to use better subcontractors, and avoid lying. I would have been amenable to giving them more stars in an update if the customer service had addressed my issues, not made them worse. I now tell everyone to never shop at Sears for anything. The customer relations fix was what I expected the 1^st time around.

If I could give a minus –1000 I would give it, this is the worst store in America, they hate returns and if you return something they love to hold your money hostage and blame it on delivery, this department, that department. The absolute worst store in America bar none!

I’ll never learn! I keep going back even though it ends up being a hassle in the end.
We’ve struggled with replacement window parts and recently we ordered a new water heater with installation. Everything went well until about two weeks after installation when I started getting calls from Natick saying my heater was in stock and I needed to come pick it up. When I called to let them know about the mix up it somehow was my fault!
I will pay a bit extra next time and go elsewhere where they don’t treat you like garbage.

We purchased a refrigerator from Sears for delivery on September 10^th. The purchase went very well, the sales person was knowledgeable and quick — she sold us exactly what we wanted with no issues. She even asked us which side we needed the door to open from and marked the order properly for us.
Delivery — No problem with time, they gave a very reasonable window (2 hours), and called just before they came — Great!
When the delivery men arrived, they needed to remove one of my doors. They moved like their pants were on fire, with no care for my home or property. They gouged the door frame molding while attempting to remove the hinges, even after I offered to get them a nail so the hinges could be popped up from the bottom. while moving the door, they slammed it into another door frame and then into my newly refinished oak floor.
After the refrigerator was in place, my wife and I quickly noticed that the door opened the wrong way and there was no way to reverse it. The fridge also had a huge dent in the side of it that faced the rest of the room. We asked them to remove the new fridge and give us our old fridge back, but they had already cut the power cord off of it. (Really? it worked fine, couldn’t they donate it to the Salvation Army or something?)
I then called Sears to explain the situation to them. They told me that they could have another fridge delivered on September 26^th. 16 days later. On a Monday, after we had paid extra for Saturday delivery. I told them this was unacceptable, so they will now deliver it on October 1^st instead. So we have fridge that opens against an adjacent wall (you have to open it and squeeze into a corner to get past the door), with a giant dent for three weeks. We also have to go through the process of emptying the fridge, storing everything in coolers while the new fridge cools down, and possibly spoiling some food.
I asked what Sears would do to compensate me for all of this extra trouble and the damage to my house. The response? «Well we processed the exchange.» The exchange? You shipped me the wrong merchandise AND it’s damaged! I had to speak to a manager and they finally agreed to send me a $ 30 gift card. Big deal.
I have always purchased appliances from Sears in the past for my own home and my rental properties. I’m going to look into Home Depot or Lowes for future purchases.

i had to run into Sears to buy a tool at noon on Sunday — I couldn’t believe how many people were there. The best thing about Sears — Craftsman tools. Bought a new C3 reciprocal saw — love it.