Sears

The worst customer service I’ve ever experienced! I had a question about picking up a microwave I’d had delivered to the store. I could not get anyone at Hilltop Sears to answer my phone call, got routed to the Phillipines where their customer service rep tried to get through to this store and couldn’t! Their own customer service couldn’t get through to anyone who knew anything!

Don’t ever purchase a mattress from them… giant rips off and they don’t stand behind the product!

Lordy lordy. When was the last time I’ve shopped at Sears? I really have no idea. They’re becoming fewer and farther between these days.
BUT! There’s a light at the end of the tunnel!!!
We shopped online for a patio dining set, and they have an option where you can pick it up at the store. It was SUPER easy, convenient, and FAST! You walk in, enter your confirmation on the computer screen, and less than 3 minutes later (seriously, they have a screen that shows you how long each person’s request has taken), a man comes out with your order and helps you load it in the car! Would I shop this way again? Hell yes!
We also took a few minutes and browsed around the store. While shelves are emptier now than they would have been 10 – 20 years ago, they still have a good amount of stock. We didn’t really look at any departments other than appliances and tools/​etc, but everything seemed fine. I’m betting not a lot of people shop for their TVs here… the guy in the TV section seemed like he has the least busy job in the world haha. If I was a teenager, that would be my dream job lol.

This Sears is an abandoned shack when you finally find something in the pile of mess that you kind of think is decent there is no workers to ring you out of this dump. It’s a shame I really needed socks for work oh why oh why would I decide to go dumpster diving here. Not to mention every single worker is RUDE & take 20 minutes to ring you out.

–2 stars.
Sear sucks. They sold me an Kenmore stove that stopped working in 2 weeks, and they said they would not allow me to return it or exchange it. I was like WTF? I just bought it 2 weeks ago. Never buy from them. They are a horrible company that does not stand by their products.

Ok so I came to Sears with my husband. My husband found a Craftsman tool storage chest he was interested in. Of course it didn’t have a price tag. So he asked sales rep Augustine what the price was. Augustine said I know the item is on sale but it won’t be until next week until we can get to putting a tag on it. First of all Augustine, if the item is on the floor is it not for sale? I’m not understanding… is he not getting paid to help us find the price? I do believe Augustine is LAZY!!! Thank sweet baby Jesus for James another sales rep who wasn’t lazy and was willing to do his job. We need more James’s in the world. By the way I don’t know why it checked me in at Richmond Sears… my review is for Fairfield Sears.

terrible tire service, told can only get 4 tires but only needed 2, so left and went some where else… bad attitude and customer service

All managers should be like the Sears dept. Store manager Paul Anderson. My wife and I went to pick up a freezer we had ordered. The issue was that we ordered on a Sears card that had not been delivered so we unable to give Sears the number to pick the freezer up. Paul got on the telephone and did his magic and were able to get it. We had driven from Oakland and it would of been a bummer to not get this. Mr. Anderson also offered my pregnant wife a chair to sit on as well. Oh and him and his assistant also loaded the pretty heavy freezer into the car.

Horrible customer service! We went on Black Friday morning (8−9am) and there was –no– customers in the store! Wasn’t it black friday? Where is everyone? Are we in the twilight zone? There was 3 folks ‘working’ in the tool area. My husband had purchased a Craftsman tool box in Sunvalley on Wed and it went on sale for Black Friday. My husband specifically asked the employee (at Sunvalley) if it went on sale would they do a price adjustment. They said –yes of course-​. So to save a trip, we decided to try to get the adjustment at Richmond. BIG MISTAKE. We walked up and advised of the situation and the employee looked at us and said– No. No adjustments for Black Friday-​. When we tried to explain we had this discussion with the other employee in Concord, they still didn’t budge. We made him call a Manager, who basically said, No. And not only, No, but with a TOTAL ATTITUDE. I am sorry, we were the only customers in the department, and we had other things to buy. Too bad they gave us a rash of crap, because we left, drove right to Sunvalley (which was PACKED with Black Friday Shoppers) and they were more than HAPPY to adjust the price of the tool chest. This is the last time I –ever– go to this Sears. It might be a little further but do your shopping at Sunvalley Mall where customers service is alive and well.

store was empty when i went. customer service ok. paid cc got coupons for $$ off. certain merchandise with my receipt.
2 stars for the dismal design of Hilltop Mall, nothing specially bad about sears. walked around in the mall. exited walmart. took a long walk before finding my car.

Customer service does not exist here. I paid $ 800 for a dishwasher and the delivery was scheduled weeks after the purchase for whatever reason. When the dishwasher finally arrived, it was accompanied by the most unprofessional technician my family and I have ever dealt with.
Before taking time to actually try and install the dishwasher, the man instantly spoke on how he never had to do an installation in a house like ours. That’s understanding since our kitchen was designed by us, however we received no concrete details as to what was wrong with our kitchen. It seemed like he just didn’t feel comfortable with doing the job and did not want to make himself look incapable of doing his job (even after we gave the man full permission to do what he needed. Cut, saw etc.).
After no more than 5 minutes, the technician cancelled the order and refused to speak on what was wrong. When we asked if he would just leave the dishwasher, we were told «come pick it up at the warehouse».
After we called and complained about our terrible experience, we were basically told there was nothing we could do except wait another 2 weeks, try and figure out what «electrical issue» the technician was referring to, and maybe get it installed then.
Instead we asked for our refund and still had to wait two weeks.

No stars. This store can never live up to their word. We have been trying to have a mattress delivered from Benicia to Hercules for two weeks (at most 12 miles away). We’ve been promised multiple dates, times, etc. and nothing has held true. Going to the store does nothing– don’t waste your time. Calling the customer service department does nothing because they’re truly clueless. This is by far they worst service I have ever experienced and will never shop with them again.

Customer service and delivery are terrible. I wasted hours on the phone with these people.

If I could put 0 stars I would Sears has the worse customer service. Their delivery company in Bencia CA are the worse and Soooo RUDE, disrespectful, Sears is ruining their name with the delivery company in Benica I will never buy nothing from Sears. My family has been with Sears for over 40 plus years and now I will NEVER STEP FOOT INTO SEARS AGAIN and that is a promise. But the sad thing is Sears can careless!!! Sears is losing customers because they lost this family!!!

Where is my refirgertor? TERRIBLE DELVERY SERVICE. Sears uses BORDER to deliver their appliances. Guess what? I never got a delivery. I spent nearly $ 1200.00 on a new refrigerator. The shopping expereince was fine. Sears sent emails telling me the day my refrigerator would arrive. I took the day off. The evening before Sears called me and said my delivery window was 3pm to 5pm. Guess what it is now 9:27PM on the scheduled day for delivery and still no delivery and no phone call explaining why not. I’m told they stop delivering at 9:00pm, so I repacked my refrigerator with the food items that have been on ice since 2PM. NEXT TIME I’m going to BEST BUY OR FRYS, LOWES OR GOOGLE = SEARS DOES NOT DELIVER. What a waste of time and energy.

Just had the worst customer experience with Sears. Felt like they just wanted our money and was lied to repeatedly. Ironically was going to buy our washer and dryer at best buy but convinced my wife to go to Sears for the customer service. What a mistake. I am about to take my issue to corporate. All I needed was a dryer door hinge switched and still after 2 weekends and 2 hours and 6 different people from 6 different call centers, Dale, Vince, Desiree, Gary Georgia etc. still not addressed not mention the lies I was told… and the bill came today to add insult to injury! in a time when there is so much customer choice you think Sears would try harder.,.SMH.shame on you Sears for wasting my time and goodwill

I hate hilltop with a passion. In fact anything connected to this sad ass mall especially sears and Walmart gets a negative sub zero rating. I’ve been sitting down for over 40 min on a boxed air conditioner that’s 60% off on the floor because there is no where to sit for someone pregnant like me and waiting for someone to help us. I was begging my husband if we can go to Home Depot and make this transaction happen but was adamant to wait. The guy helping my husband finally noticed I was sitting on their boxed air conditioner and finally offered me a chair. Yay! Seriously though, please avoid this place at all cost.

I would give this place a 0 if I could. The manager here is a big fat incompetent dumbass. They’re racist and discriminating assholes and I hope their sector goes out of business soon.

Locking pliers set=$ 36.99; but, really-​these pliers are expensive-​I hope these pliers will last a lifetime’s usage.

I bought a set of Craftsman wrenches and when I got to my car, noticed one of them had corrosion on it. I went back in to get it replaced and the guy at the register said, «We don’t cover rust but if you use it and break it, we cover that. There is nothing we can do for you.» Huh?
He clearly didn’t even know their own warranty which states,
«If for any reason your Craftsman hand tool ever fails to provide complete satisfaction, return it to any Sears store or other Craftsman outlet in the United States for free repair or replacement.»
I was not satisfied yet the guy was trying to be a jerk and not even honor the store’s own written policy!
Since I had the full set in my car, I retrieved it and returned it for my money back.
Sears completely disgusts me as this this not the first time I’ve had a bad experience with them. They are the worst thing about Craftsman tools, which I like.