Sears

This is in regards to customer service and extended warranty and not necessarily this store location…
In March 2015 our kitchenaid refrigerator failed — after several repair attempts in early April we were instructed to pick out a replacement model from local Sears store and the Kitchenaid was replaced by a Kenmore Elite model.
When the new fridge was installed I noticed a dent in the front. They were going to replace it with another one but instead just replaced the dented door.
On Monday ⁹⁄₁₄ around 9am I noticed front ice/​water was not working Nd an error code was on control panel. I called tech support and a very nice man walked me thru resetting it from my elec box as the plug is inaccessible as I can’t pull unit out alone. The panel and door lights came back on. Around 4pm that afternoon I returned home and the fridge was over 60 degrees. I got on the phone immediate and started throwing food away.
We were told a new control panel would be ordered, I gave them our model number. They scheduled a Saturday due to all of the loss work time earlier in the year with repair issues. The part arrived Wednesday.
On Saturday tech # 913 301 came to our house. He started to remove fridge from wall space and I asked what he was doing — told him doors need to come off if he was trying to remove it from that area. He said it just needed reset. I told him that had been done prior to scheduling repair in home. He said the right part is not here, they are famous for that, I will order it and come back Monday. I told him I cannot take any more time off and I wanted to make a call to lemon dept before he left. He told me that wasnt going to change anything and started to leave. He had been here all of 5 – 8 minutes. I got upset at that point (and yes used a curse word) in getting my point across that I wanted him here when I got warranty dept on the line to tell them, it would require another visit. Last time at this point tech recommend new unit so that’s why I wanted him to wait. He started packing his stuff and going for the door — I stood in front of the door and demanded a receipt for him being here as I have major food loss to recouperate. He threatened to call the police if I didn’t move from the door. I again demanded a receipt — he finally complied and left.
This is insult to injury. First two broken units in six months, multiple service issues and a replacement over last 18 months and he doesn’t have 3 minutes for me to get a warranty person on the line? Obviously if the wrong part was ordered there are communication issues in getting things done right and quickly.
The warranty person finally got to hear me explain that they can send another control panel but the unit was making loud racket from freezer/​back area — so it may be more than the control panel. A lot of assumptions with no real diagnosis going on.
The expectation that a family can go 1 week — and now add two more for Sat service without a fridge is upsurd. I got clearance for a rental and had to pay out of pocket $ 269.49 for deposit and rental fee. That and waiting up to 21 days for refund of lost food is an issue in itself.
There is no reason for us not to be getting delivery if a new unit at this time. Two downed units I. Less than six months, poor repair service, advancement of our money to have refrigeration, costs of eating out because we can’t store regular amounts of food or but I quantity for better rates all needs to be taken in consideration here.
I would like more than rental compensation when you have thousands of dollars of our hard earned money spent on gas stoves, washer/​dryer and two defunked refrigerators. My sears card dates back to 1989… I am appalled.
C

I am beyond upset with Sears and Kenmore at this point. This morning I heard a loud boom after putting a sheet in my Kenmore Elite on the Express cycle and when I walked in the pictures show what I saw. Unbelievable after 3 years of only having it and after 10 people or so through different channels Nolan could help me or would help me. Ended up having to pay $ 240 for new warranty. I could understand this if it was a part failure but the whole casing and drum came apart literally!!! I will not be purchasing a Kenmore or Sears Sears anymore. This isn’t the first time I’ve had an issue.

I truly never have an issue with this store. Always personable, helpful and knowledge. Purchased a new lawn mower on July 4. We were in out and home in an hour. My husband loves it. I hope it lasts as long as his last Sears mower. 17 years not too shabby. We have also purchased a new fridge and dishwasher this year from this store. The delivery guy even went above and beyond to help get it into my kitchen. Taking knobs off my cabinets and handles off the fridge. They were great. No issues here!

Truthfully… I’d give zero stars if I could. Which is sad because I am a Sears alum! My first job was at Sears! But alas, our story is as follows…
We purchased a new refrigerator and washer/​dryer set from this Sears in January 2015. Perfectly fine purchase experience, no big deal. One complication: The washer/​dryer were on back order, so it would take a month to come in. Okay, fine.
Oh but, wait! It’s only been a couple weeks, the thing hasn’t arrived yet, and the PRICE DROPPED! Hooray! So we call to get the price adjusted. But wait. They won’t do that. We could cancel the order and re-​order at the lower price, we said. Okay fine, then you have to wait another month, they said. Really?! This was a dark period for us. We called, we went into the store. We were told the manager would be there, so we made special trips, but there was no manager. Then, the manager didn’t know the return policy (because NOW, the story had changed somehow, and they said that since we placed the order more than 14 days ago, we couldn’t change or cancel or «return» the things, even though it hadn’t even arrived yet). IT WAS LIKE WE WERE IN THE TWILIGHT ZONE, PEOPLE. We repeatedly pointed to the return policy listed next to the registers. Apparently no one knows that– you can return an appliance up to 14 days after it’s DELIVERED!
Anyway, the saga didn’t end there. The washer and dryer finally arrived, then the washer promptly broke. Kind of funny, really. After even more back and forth over how long it would take to get a repair person out, we decided we wanted to wash our hands of Sears (although we’re sadly still stuck with the fridge from them) and told them to TAKE IT ALL BACK. They did not refund us, of course, until we went back to the store in person and found the one guy who actually knew the whole story and handled the refund for us.
Just don’t shop here. But side note– their auto center is great!

My appliance purchase here was a nightmare. Literally every step went horribly, from start to finish.
THE PURCHASE: We bought a brand-​new dishwasher, microwave, and oven range and the guy who was rang me up forgot to give me back my credit card. After realizing this when I returned home, I called them and they couldn’t find it. I drove all the way back and found it myself sitting on a keyboard unattended out in the open.
THE DELIVERY: They were 5 hours late to come haul away our appliances (a service we paid extra for). When they finally came, the guy was in such a rush he slammed the microwave into our wall and damaged our drywall and paint.
THE INSTALLATION: The installer arrived but was unable to actually install our appliances because Sears forgot to deliver the dishwasher kit and 3-​prong plug for the oven.
ENCORE: Sears (Corporate) called and woke us up at 4:50 A.M. to try to upsell us on a separate A/​C service.

Unfortunately I had issues that required a return and refund. I ha to get Amex involved bcs of the many issues related to getting a credit. The salesman was great though.

This location is well-​stocked, decently organized and easy to navigate through. However, on the flip-​side, this location is a smaller one, so it doesn’t have the variety of offerings that some of the other, larger locations for this chain have to offer in the area.
We headed here cause the hubs wanted some Marvel t-​shirts that were on sale and he had debated getting them from another location and passed them up. Later that same weekend, he opted to go ahead and get them so we headed here, since it’s closer to our home. Unfortunately, they didn’t have anywhere near the selection to offer like the other location did, but he was able to find 2 shirts in his size that he ended up purchasing.
There was an employee wondering around asking people to give their personal info out for a drawing they were doing, and when we declined it, she didn’t seem too happy with it, but we know that the info gathering is really more for them to be able to contact you and market to you. The cashier on the other hand, was extremely friendly and personable throughout the check out process.
Overall: B–
Well-​stocked for the variety they can offer in a smaller location. Be ready to be asked for survey info, an employee rewards card, to open a credit card, and then for your email to send you an e-​receipt. Decent stop-​off if you are in the mall anyways.

The two cashiers ‚. MICKAYLA AND KASSI were over the top fantastic !!! They sure went out of their way to help me. I
Purchased a new car seat and stroller and I had my crying infant with me. They saw I was struggling holding my baby and they actually put the stroller and car seat together for me. They were Just both super kind and welcoming and I enjoyed them and their help so much. Without their help I probably would have been In tears. They made me feel so much relief and many people could learn great customer service skills from these two women. Thankyou Again to MICKAYLA and KASSI. I am More than thankful to you both for helping in such a big way !!!

Our fridge broke after two years and needed a major repair bill. When they came out to fix it they told us how this fridge is really bad (although it was one of their highest priced fridges and the sales person said it was the best) and always breaks down. Dishonest and will no longer shop there at all!

Do not go to the Sears on E Thomas Rd. They missed two delivery dates, gave horrible customer service and were very rude. I finally gave up and cancelled my purchase of a washer and dryer. I guess I will try Best Buy or Home Depot. At all costs, avoid this Sears and especially a manager the named Connie in Appliances who is either incompetent or enjoys driving customers away. Ii doubt I will ever shop at Sears again!

The Electronics department was knowledgeable and helpful
They had the best price around for the LG 55 inch LED TV
We went downstairs to pick it up and the delivery was so quick and they loaded the merchandise in our car :)

Sears is a great place for appliances, tools, home stuff etc. I don’t think they have the best options for clothes, shoes, you know, girl stuff!

Thank you Sears! I had bought an expensive tree at Paddock’s Pool in Scottsdale. When we put it up, we found that it obviously been a return. It had no directions or packing materials. When we put up the tree, it was a mess! I won’t go into more details, but Paddock’s refused to refund my money or allow me to buy another tree and pay the difference. I was stuck with this stupid tree. I couldn’t stand it, so I went tree shopping. I went to lots of stores and Sears had the best selection of beautiful trees and they were a great price! The service was good too. When we unpacked the tree we found directions, professional packing, and extra lights. It’s just gorgeous! I hardly ever go to Sears except for appliances and tools. I’m definitely going to check out Sears more often. Thanks Sears for adding to our Christmas this year.

I came in the store because the large amount of clearance items in the front enticed me. However, once I got in… most of it was crap.
However, I did manage to find a couple things. The reason for my poor review was the confusing customer service my family received.
At first, I found a bracelet that I liked so I went to the register and paid for it. While at the register I noticed that they had coupons for $ 10 off $ 50 however I didn’t expect to be buying enough stuff to qualify so I just paid for my bracelet and thought I was calling it a day.
Then, I noticed my mother was purchasing a couple of items. I also found a sweatshirt on clearance that I really wanted. I realized that if we combined the items, we would be at a total of $ 48; which is just shy of the $ 50 required for the discount. So I nicely asked the cashier to return my bracelet so that I could re-​buy it along with the other items together. I thought this was a simple request and as there was nobody waiting in line behind me, I figured I wasn’t really holding up a line.
The cashier offered my mother the opportunity to open up a Sears credit card in order to get an additional 15% off plus an additional $ 15 off her first bill. He also told us we could use the initial coupon I had spotted at the register for $ 10 off $ 50.
Once he got the credit card all open and charged the items to our card, he then takes a closer look at the coupon and tells us it is not valid until next week. I thought that was pretty deceitful. It shouldn’t be at your register if you can’t use it this week. I don’t plan to come back next week and didn’t need to return the bracelet if we weren’t going to get the additional $ 10 off. And then, when I looked closer at the receipts, I realized the cashier never credited the bracelet back to my credit card. Instead, he applied it as a credit towards the new purchases, which means it is still charged to my credit card and it never even would have gotten our total up to where it needed to be if the coupon had been valid.
store gets 2 stars because I like the items we got but I didn’t like the confusing processes at the register.

With dramatic improvement, their customer service might reach a level of «Suck».
No wonder the store is next to empty.
Burn me once shame on you…
Burn me twice… well, you’re not getting a second chance.

I sometimes come here for random household stuff. The place is always absent of customers and has way to many sales associates roaming about with nothing to do. I am honestly pretty shocked that this Sears still exists. Anyway, on my last visit to peruse the grills, I had an awesome customer service experience. I hardly ever write about this type of thing but in this case I feel I need to.
My wife and I are new to gas grills so we had no idea where to start. Along came Bryan Costello. He was super friendly, personable, knowledgeable and just all around awesome. He brought us up to speed on the ins and outs of gas grilling and all the grills that Sears has to offer.
The crazy part was that Bryan suggested we come back the next day (when he wasn’t even working) because some grills were probably going to be discounted further. This was odd for somebody to say that is on commission but I value his honesty. Long story short we purchased a grill from Bryan that day even though it may have been a few bucks cheaper the following day.
I also have to point out their order pickup process. You enter a room and scan your receipt at a kiosk. Your name pops up on a screen that has the status and a the time you have been waiting. On another wall it says that if you wait longer than 5 minutes you get a coupon for your next visit. As the time counted I could hear the warehouse people in the background yelling to hurry up so they wouldn’t miss the 5 minute goal. They really do have their act together but it took like 7 minutes which is no big deal. I hope nobody got in trouble.

As far as appliances go, this Sears has more on the floor than just about any other Sears or other appliance store I’ve been to. Their regular prices are fairly consistent with Best Buy or the home improvement stores. However, Sears almost always has some kind of promotion to bring the price down. Where they beat the competition hands down is delivery time. We purchased a washer/​dryer set and two other stores that carry it required 10 and 21 days to get it in. While Sears’ warehouse is in California, we were still able to arrange for delivery in two days, and that was with purchasing it at 9 pm.
My only complaint is they charge for delivery unless there is a promotion, which there wasn’t yesterday of course. Most other places we visited had free delivery, via rebates, on major appliances. Boo to Sears for getting that extra $ 65 on top of the $ 2300 we were already in for.

I hadn’t walked into a Sears in years. I’ll be honest. About 8 years ago I went in for some tools and left w/​tools and outdoor chairs. Since then — if I needed tools I went to Home Depot or Ace or some place like that. Now, I know they did that big advertising campaign about a new face of Sears or whatever — but I didn’t think they were really telling the truth!
Now of course, there are still lots of tools, but I didn’t feel like it was nothing but Grandma clothes in the women’s section. There were actually cute clothes! It’s not like they stopped carrying stuff for the seniors, but the realized they needed to court a younger audience as well apparently. SO much nicer.
Why was I going there? Because my baby brother works there now. So, if you’re ever in the mood for a vacuum, mattress or sewing machine, ask for Eric. (Sigh…my baby’s all grown up…) And if he, as a hip almost 19 year old can find cool things there, I’m sure you can too.