Sears Hometown Store

customer service is number one here. the employees were friendly and ready to help. they offered to sell on line items they do not carry, but are happy to order

Worst Store Ever.
Came in to buy the top of the line Kenmore Elite W/​D unit. Only because the Sears online purchase option I wanted wasn’t working with my billing information. Sears Online said I needed to visit a store to get this resolved. I said I’m in Overland they said go to the Overland Store, So I did.
Nothing about the Sears online experience or their points back program is customer friendly. In fact anything you get back in points is a total scam. You have to jump through so many hoops to use those points don’t even bother trying.
Then they unleashed a tidal wave of retail hell I can’t possibly communicate in a way that is verbose enough to accurately describe.
The owner of this broken down store (*Literally* broken down with black handles screwed into the automatic doors that are no longer working so you can pry them apart to enter and exit the store) Jim is going to nickel, dime and in general make things as difficult as humanly possible. He has 1 good employee Wanda who knew how to make what I needed happen but then argued with her nonstop on how to do her job. She eventually fixed an error in the system despite Jim’s interference that would have prevented me from getting my W/​D combo on time.
Once everything was set an ordeal that should have taken 5 — 6 mins online has now eaten up the better portion of 2 hours of my day.
The Delivery:
I waited for the SEARS delivery people to bring my appliances. Unfortunately they came in the latest part of the service window. Sadly I was already at the airport boarding my flight back to my home in VA. I gave them the lock box code to the house and called the neighbor to meet them. They came removed my brand new dryer vent that was already attached to the outside of the home and ready to be put to use, and did nothing more than setup the washer.
They didn’t adjust the doors to swing open in the right directions, they didn’t level the units to the floor, they did basically nothing. Except leave the dryer vent broken and in pieces. Additionally they stole my vent hose leaving the overpriced one I had to buy (to qualify for free installation) laying unattached at both ends against the wall.
I can’t tell you how many times I returned calls and went back to the store to get problems resolved. Each time prying the broken front doors open. Each time being told by the employees that this wasn’t «Sears» and given excuses. This is surprising to me because I used a Sears Credit Card, at a Store with a sign outside that says only «Sears» on it. The receipt paper says Sears, the circulars in the store are all from Sears, I’m not sure how the defense «We’re not Sears» really holds up here.
After far too much hassle, far too much arguing, far too much headache and far too much trouble I got them to reduce the price of my W/​D set. Unethically I might add. The owner Jim claimed that my units were damaged so that he could price match the sale that was going on the day his repair guy came out to correctly install the units. Saying something about how Sears doesn’t price match their own price? WHAT? I should have returned the units at that very moment. While making the unethical refund, he tried a 2^nd time to give me the HIGH PRESSURE extended warranty sales pitch then tried to reduce the price adjustment so that I wouldn’t be credited back the appropriate sales tax.
After all the *Expletive Censored* I went through, agreed to, etc walking in and getting the refund he promised me on the phone took 3 trips and 2 phone calls. If he had simply given the refund and had me in and out of the store this review wouldn’t have followed. Instead we had to argue some more, do the high pressure warranty pitch, argue about taxes and despite me bringing in the online add with the correct pricing review other materials because this «Isn’t Sears». I was there at least another half hour for something that could have been done over the phone according to Wanda.
I would have been happy to run to Home Depot buy the Samsung Units I liked and put them in the U-​haul truck I already had rented for the move from VA to STL and been done with these wildly difficult group of people. But returning them seemed to the best last thing on their mind. I should have been more direct and ended this relationship asap.

So here’s the thing… I’m a super fan of this store. As a newby to DIY homeowner thing (used to just pay someone), the bigger the store the more intimidating it is to me. This store is just my size. The employees were really nice and answered my 22 questions on my first trimmer purchase ever. I will definitely return to purchase items from this hometown store (local owners).
**BUYERS BEWEAR** 3 instead of 5 Stars … They offer a warranty but because they are a Hometown Store to get your item repaired you have to take it to a shop in St. Peters, MO off the beaten path and drop off your equipment. The contractor currently has a wait time for Sears customers of 14 days. Well, I don’t know how your lawn looks in the summer but I have several properties that need some maintenance.

This is the armpit of Sears stores. Each time I’ve been in to get tools they have not had what I needed. They only carry the bare minimum which you can get at Home Depot for less with much better customer service. The guy wearing the red shirt is super rude and talks to people like they are idiots. He definitely needs some customer servos and basic human interaction training. I’ll never go back and regret giving it another chance.