Sears

We bought new gas washer and dryer. First issue: we were told the price was complete. Ha! We had to pay nearly $ 300 more to the installer for charges that the salesperson failed to tell us about and include. Second: dryer is really hard to get started. Actually, I can’t get it started at all. I’m leaving to go to a laundromat now.. Third, there’s nobody to call about such problems. Fourth, I keep trying to call Sears and, after a while, I merely get disconnected. Sears just ain’t the Sears I grew up loving. I’m learning to feel disdain rather than love.

worst customer service ever. yesterday I went to purchase the lawn mower. before I went over there I knew the price and discount which sears offer for members. But he asked me to pay $ 20.00 more when I asked him why? He replied this is the price of this mower. After then he opened the computer and told me that is only online offer but lied. After then I said him I can order online right now after then he agreed to give me that discount. I am sears member from last 15 years, this time I got huge reward point from customer service.

Wish I could give zero stars as well. Was looking for a professional torch lighter and every attendant and employee gave me a different area of the store to look without actually helping me. The man at the tools section where I ended up finding it alone after 30 min told me to look at the watch department. After I found two different kinds I went to checkout and told the lady is like to buy the least expensive one. When I got home I found on my bank statement she rang me up for both and charged me for both. I only left with one. Terrible experience. I am wondering whether to just take the hit of 50 $ charged to my account just so I don’t have to go back and I only live across the street. Employees should know what is in their sections and help the customer instead of looking at their phones and avoiding work.

tl;dr: you might think appliances are one of Sears’ core competencies. Maybe once upon a time they were! But now, Sears’ entire appliance sales and delivery system is a hot mess. They don’t have good inventory control or systems for managing delivery and installation, and they’ve entirely outsourced their customer service to people who aren’t able to communicate with their customers in English AND have to navigate Sears’ shitty information systems. Don’t buy an appliance from Sears, just don’t.
Here’s my full, sad story:
I ordered a dishwasher for my office online a few weeks ago. When I ordered, I was told I’d receive a confirmation email and be called to schedule a delivery. Neither of those things happened, but the next day when I checked my order status based on my order number online, I saw that delivery had been scheduled for the coming weekend. I tried to reschedule the delivery date online but was prompted to call a customer service number. The customer service number took me to several people who were completely unable to locate my order via order number, name, address, anything, even though I was looking at my order on a computer screen while talking to them. All the people I spoke to spoke very poor english, so they didn’t really understand what I was asking and I could maybe 50% understand what they were saying, so it was a mess.
Eventually I landed in a different department and was told that my order was in fact «on held» which eventually turned out to mean that it WASN’T in stock as it had said when I placed the order the day before, and it WASN’T being delivered the coming weekend at all, since it didn’t actually exist yet. And they had no idea when it might be available, at all. Since our office needed a dishwasher now, not at some point in the potential future, I asked to cancel the order. They told me they couldn’t, because they still couldn’t FIND the order in the right system, or something, but they’d be happy to call me in 3 – 5 business days to cancel it. I got a little cranky and told them I’d be happy to call my credit card company and dispute the charge instead… and they told me to go ahead and do that, since they had no way to cancel the order themselves! And yet right after I hung up I got an email from Sears cancelling the order… go figure.
I ordered a dishwasher from Home Depot instead, which actually ended up costing a bit less. The ordering, delivering, and installing process was quick, smooth, and easy for the Home Depot customer service team to manage via phone support. If you need an appliance you should just go do that. Or anything else, but definitely do not buy from Sears!

I kind of feel sorry for Sears. It’s not flashy, but when it comes to home goods like grills, vacuums, and washing machines, they are fully stocked with competitive prices.
This Sears is located in a desolated strip mall in a not so nice area. Don’t come at night. I’m not just making assumptions. A police was handcuffing a juvenile in the parking lot this afternoon, and as we were heading home there were about five cop cars doing the same to a group of youths at New Hampshire and Colesville.
The store itself, while pretty vacant was very clean; no messy racks of clothing anywhere like I see in Macy’s and Kohls. The cashier was friendly. We bought a heavy vacuum that was taken to the service door out back for pick up. We just had to drive around, scan the receipt and the item was brought to the door.
It’s too bad Sears has lost favor with this generation. I always looked forward to the Sears Christmas catalog when I was a child.

Seems to be a theme that Sears would prefer to let a sale walk out the door than make an extra effort to make it. I walked in Sears looking for a bolt cutter urgently. Only came in there because it was across the street from the storage place with the lock needed to be cut.
There was one bolt cutter left. It was found away from where it was supposed to be and had no tag. I looked online and found the same size cutter whose picture looked identical to the one I wanted to purchase. Out of all the bolt cutters Sears sold across the country, no other looked like it but the brand name was different. To their credit, the staff did try to look it up and made an effort to ring it up. But ultimately instead of calling a manager or using common sense to see that it was the same product, they said they couldn’t sell it. Wasted 30 mins locating and trying to buy the product.
So I went to Home Depot down the street and walked in and out with the same size bolt cutter in less than 10 mins. No need to wonder anymore why Sears went from a premier department store to the laughing stock it is today.

I got a treadmill delivered today and the guy came and refuse to take it up the stairs and assemble it despite me paying $ 149 for this service. The driver indicated that I need to pay more for delivery to the 4^th floor of my townhouse, but Sears nor the paperwork provided to me indicate such. After asking that the driver call his manager and I will call Sears to ask them to pay him for delivery up the stairs, he finally reluctantly agreed to deliver it but not without yelling at me. I had to endure 30 minutes of the unhappy delivery driver assembling the treadmill, throwing things into the boxes, and then lecturing me about how I should have informed Sears I had stairs. The only reason why Sears gets a star is because when I called the manager at the store, she listened, apologized for their behavior and refunded the delivery. I now hope that they assembled it correctly. Sears, please get professional movers that want to move and carry things. Thanks!

Sears Appliance Repair is unprofessional and customer unresponsive. Provided a 4 hour arrival window for repairman who arrived an hour and a half late. I had to call three times. Contracted help DESK, they refused to acknowledge problem saying their arrival time window was just an «estimate». Refused to provide any price reduction or compensation for their mistake. All HELP desk personnel are in Philippines our some other country and can barely speak English. Pathetic.

Horrible customer service, horrible appliance repair, horrible experience. Avoid Sears. Bad return policy, bad communication, bad prices.

WORST RETURN POLICY!!! I returned a gift that retails for $ 24.99 but because I didn’t have the receipt (IT WAS A GIFT) I received $ 4.99 back. That’s a rip off! It didn’t help that the staff member laughed at the amount and was not sympathetic regarding my situation!

only thing t buy at this… place, would be underwear, and shoes. thing else… oh yeha soaks too.
The cashier are as if they are in another world, they are NOT aware of there surroundings

They want a star!!! How about a negative 5. Sears F***ing sucks!!! I purchased a washer/​dryer Nov. 14^th. I have been dealing with trying to get a Front Load washing machine pad installed (that Sears does not carry). I had to call the manufacture to have them give me a GE part number that they manufacture for Home Depot. Amazon wanted $ 60 for the same pad that HDepot and Lowes (sold out nationwide) sells for $ 29.99. Sears has cancelled so many of my order I can’t count them anymore. Order for Dec. 13,14,15, now 16^th have been cancelled. Sears can have their appliances back.
They wonder why they are going out of business… Customer Service SUCKS!!!

If only zero stars were possible…
Customer service at Sears is the worst I have ever experienced. All of the companies they have on contract for installation and repair (that I have dealt with) have been HORRIBLE. Here are two instances in which I received poor service from Sears:
1) My father bought a new washer and dryer from Sears about a year ago. At the time, I had been doing some laundry at my parents’ place, and my dad did not know. I happened to be out of town at the time on a last minute business trip, and I was unaware that the company was coming to replace the appliances. The company failed to check inside the appliances for clothes and left with a dryer full of hundreds of dollars worth of clothes. When I found out a day later and called Sears, they told me to deal directly with the installation company. When I called the installation company, they straight up lied to me and told me that they had checked in the dryer and there was nothing inside. When I asked if there was any way I could get my clothes back, they said there was nothing they could do. I called Sears back and lodged a formal complaint about that delivery company. No acknowledgement from Sears whatsoever.
2) The dishwasher in my condo is still under the Sears home warranty, and it is not functioning. I called Sears to schedule a repair and they set me up 2 weeks later with A&E Factory Service (WORST COMPANY EVER). I was pretty upset about this because A&E has straight 1-​star reviews on Unilocal — and rightfully so. After making me wait 2 weeks for a repair, they proceeded to stand me up during the four hour window (8am — 12) they set up. I didn’t hear from them at all until 4pm when I got a voicemail asking me to reschedule. When I called them, they first told me that no one was home during the visit (wow Sears really loves contracting with liars). Then they said they didn’t have any available appointments for ANOTHER 2 weeks. When I explained that I am actually moving out of the country in two weeks, and I don’t have the time to wait, they just kept repeating that they could not help me. I called Sears to see if there was anything they could do, and they just kept repeating that they could not help me. After begging and pleading, they agreed to transfer me to a supervisor. I was put on a long hold and then disconnected. I called back. Same thing. THREE TIMES I was «being transferred to a supervisor» only to be disconnected. Now I am stuck with a non-​functioning appliance in a condo that I am trying to rent out so that I can move to Europe in 2 weeks.
If you’re going to buy appliances. don’t get them from Sears, and DEAR GOD do not waste your money on an extended warranty.

This review is only 1 star because I cannot give zero.
I went to my local Sears store (White Oak, Silver Spring, MD) today intending to purchase a queen mattress set (Sealy Posturpedic Dunlap). I had been in the store on black Friday to find out about the sale on mattresses and at that time was assured by the employee helping us that we would be able to return anytime before Tuesday Dec 2 in order to purchase the mattress set that we had selected. I was shocked today (Dec 1) to visit the store to complete the purchase, only to learn that the information I had received was completely incorrect and that the sale price was only available until Nov 30. The employee helping us was not able or willing to honor the assurances that had been provided by his colleague on Friday Nov 28. I am most annoyed with this shockingly bad customer service and will direct my business to companies other than Sears that actually want it.

I came by only to have my watch sized. I never come here because it’s a shady shopping plaza and driving in here is a mess.
I walked to the watch area and stood with 3 other people as the repair person worked. He didn’t acknowledge me (or anyone) even as he finished one watch and grabbed a new one to start on. I purposely stood within his line of sight. Nothing. I finally gave up and left. That was my first and final attempt and this Sears.

Exceptionally excellent customer service from the service and parts department. The woman assisting us went out-​of-​the-​way to identify other possible parts that might need replacement, and even provided diagram showing which parts, and verifying in multiple ways that we had brought in the correct failed part and the part we are purchasing was the right replacement.
Sears Parts and Repair Centers (#7034)
11 255 NEW HAMPSHIRE AVE
SILVER SPRING, MD, 20 904
301−681−1727

The parts and service department is terrible. Online it says a part for my dryer is available there. I stop in before work giving myself 40 minutes, that’s gotta be enough time right? I walk in and there are four people in line trying to talk to the two woman behind the computers who clearly have no knowledge of parts or services. Yet that is where they work. Needless to say 40 minutes pass. Never find the part and the same four people that were in line when I got there were still in line when I left. Really starting to loose faith in the american service/​retail industry. Once upon a time you would walk into a store and the people in any given section specialized in what you were looking for. Now any inept person can sit behind a computer and give mediocre service. Am done with sears

Regardless if sears is going under water, which explains the empty parking lot, they have amazing online deals: usually you can stack coupons with a sale item! They also offer free same day store pick up (depending on the item) which is a HUGE plus because I get cash back through
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Sears pick up system is convenient. Before you go, make sure you print out the «your order is ready» email because you will need that barcode. You go towards the back, look for a sign that says «merchandise pick up», scan the barcode on the machine and follow the instructions. They have this policy if you’ve waited for more than 5 minutes, an associate will give you $ 5 coupon! Sadly, it only took Francis a couple of minutes to get my order. I could not distinguish if Francis just woke up from a nap or he is just a salty person, therefore, minus one star.

Pretty bad. Even for a Sears.
Too much walking — way too huge a retail space. Scary shopping center. Scary parking lot.
I avoid going to this (or, frankly, any) Sears but I recently visited to go to their Optical Department. That particular department was great. See my separate review of it.
But the White Oak Sears as a whole is old and tired. I guess we are lucky to have an actual department store in this retail-​deprived corner of MC, but we deserve better!

Service was friendly but inefficient. Apparently it’s really hard to find one bottle of nail polish that was supposed to have been set aside hours ago. Lots of parking available in the shared strip mall lot. Merchandise pickup is just inside the loading area in back; be sure to have access to your confirmation email/​receipt. Walked by some of the trashiest-​looking mannequins I’ve seen in my life– explosions of animal print paired poorly with neon. Merch pickup marked my order on the overhead screen as complete 20 minutes before they found it to keep their statistical average low. JFC, wtf, #ShoppingRage. Seriously, I still have yet to have a good experience with the Sears institution.
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Update: And now I’m getting automated phone calls to tell me that the item is ready for pickup. What the heck?