Sears Hometown Store

Don’t know where to start, but I’ll find a way. This Sears store does not deserve to keep the name Sears. Here’s why. Bought a Kenmore washer dryer set in April of 2014 for our condominium in Gulf Shores, Alabama. The washer is the new line of no agitators. Trouble begins in about 4 months, although we were not in our condo for three months after delivery. The washer is noisy, makes all kinds of weird sounds, but the bottom line is the washer tears up our clothing, destroys the elastic in our underwear, pulls apart the threading in our thermal blankets and wads up the clothing so bad in the spin cycle that the machine actually bounces around, and shuts down due to imbalance from the waded up clothing on one side of the wash tub. Doesn’t matter if you have 3 towels or a full load. At the end of the cycle, the cloths are actually in a knot and twirled as in a peppermint stick which promotes the tearing and stretching during the spin cycle. So, we call for Sears warranty service. We wait approximately 2 weeks for the repairman. He comes, works an hour, we wash, no change. The second service call concerned the dryer. A couple loads came out and our cloths were shrunk at least 3 sizes. We showed the manager, Brian, the pictures. Wait another week for service call. Turns out the thermostat went out on this «new» dryer. Thermostat was replaced. When the repairman was told there was no change in the washer problem, another service call. This time resulting in ordering major new parts for the machine. We wait two weeks. In two weeks the store called and said the parts had to be back ordered. At the time of the backorder, the machine was in warranty being less then one year old. Since we hadn’t been able to use the washer for almost 6 months due to the problem, we asked if the set could be returned and given a credit and we would pay the difference for a new set. Oh, by the way, the dryer starts shrinking our clothes again after hand washing. By this time, the warranty had expired and the parts for the washer had still not arrived. Brian, store manager, told us that he would do what was fair to fix our lemon washer and dryer. Uh Oh, the warranty has expired and we can’t help you. At this point we went on Facebook and social media to expose the problem to the public. Within one day, we received a call from Lindsey, an employee with the Sears store on highway 59 just south of Foley, Alabama. She lets us know that she will call the regional manager and request the washer dryer set be replaced. In a few days, Lindsey called and told us that Sears and the district manager had agreed to replace the set. We were out of town and let Lindsey know we would be back in a couple weeks to pick out a new washer dryer set. We shopped on line for a couple of days researching the best machines to replace the defective ones. We decided on a Kenmore Elite set on closeout that was on sale for $ 1198. We left the store happy after Lindsey told us the delivery would be for the next day. The next day came and went with no replacement and no call. We called the next day and Lindsey told us that Brian had changed his mind and they WOULD NOT replace the set. So now we’re left with a washer that does not work and a dryer that shrinks our clothes AND not even a call to replace the parts in the lemon washer. WHAT TO DO??? LETTER WRITING CAMPAIGN, SOCIAL MEDIA, CONTINUED BAD REVIEWS, NEWSPAPER ADS, LETTERS TO THE CEO AND BOARD OF DIRECTORS OF THE SEARS HOLDINGS CORPORATION. LAWYER???
DO NOT TRADE AT THIS STORE. THEY ARE LIERS, AND CHEATS THAT WILL NOT STAND BEHIND THEIR PRODUCT. AND WE CANNOT EVEN GET BRIAN TO RETURN OUR CALL. THAT, IN ITSELF OUGHT TO TELL YOU SOMETHING ABOUT HIS CHARACTER.
POOR LINDSEY, SHE WILL ULTIMATELY BE BLAMED FOR THIS FIASCO SINCE IT WAS HER THAT LET US KNOW THE MACHINES WOULD BE REPLACED.
GO FIGURE!!!
Can’t believe this is the 129 year old company that our parents, grand parents and great grand parents dealt with to their satisfaction. SIGNS OF A DECAYING BUSINESS!

I bought an undercounter Kenmore ice machine about 2 weeks ago. I could not be happier with the service I received. The gentleman that waited on me was knowledgable and helped me get the best price available. The ice machine was delivered a day earlier then they said which was very good. Sears nationally needs to match the free delivery that their competitors offer. But by putting my purchase on a sears charge it saved me enough to pay for the delivery. It didn’t really matter since I will pay it off as soon as the bill arrives. I didn’t have to wait on my delivery since it came a day early but Sears needs to give an AM or PM delivery time not an all day delivery time. I would not have been pleased if I had waited an entire day around the house on a delivery.

Terrible service. Dealt with them a few times. The employees are old and unhelpful. If you’re in a rush, don’t bother. Each time took me hours when it should have taken minutes. I was supposed to get some appliances installed and they forgot to put my microwave on the van. Since then it’s been a pain to get it installed again. Not to mention having to wait five hours each time to wait for them to get there. DON’T use them. :)