Sears

Had a great experience here… you can’t beat «curbside» pickup paired with the phone app. I literally pulled up, chose «ready for pickup» on the app, and in less than 2 minutes, the Sears guys were at my car with my purchase and loaded it up for me. Usually, I put off making large sized purchases, but this service made me feel like I can go and buy it all now, and I will always have help!

Horrible customer service. Takes forever for a sales associate to pick up a tranferred call. As a last resort, I would shop at Sears. With so many neighboring competitors, one would think that Sears would appreciate anyone that would shop in their store.

Very disappointed with the way sears handled my layaway. When I tried to call customer service to give them the opportunity to correct the situation it turned out to be a complete waste of time. I will not be back to sears and now I understand why they are not doing well compared to their competitors…

Sears, you suck! You have the worst service I’ve ever seen in any retail store. I’ve gone into three different Sears in the last few months looking to purchase a new washer and dryer and it is the same everywhere I go. Every time I’ve gone in to your store I’m flat out ignored. Not even a simple «hello» or some sort of acknowledgement. On 2÷13÷16 it was the same bad service. I walked in, I checked out the different brands and read all the information about them. I even thought of opening a credit but after 20 minutes or so, no one bothered to approach me. There were THREE sales associate in the department and I got nothing! Frustrated I decided to go elsewhere and made sure to say it out loud, but all I got were looks. Thank you Home Depot. In less than an hour I purchased my Lg top loader washer and dryer with a 24 months interest free credit, and free delivery and installation. On top of the sale price I got an additional 10% off by purchasing the extra insurance. Sears, you should learn a thing or two from your other competitors.

Horrible service went in at 8pm to buy a treadmill. There were associates to be found. Finally after 40 minutes an older gentleman came to try and assist us. He was very kind although he mentioned that we had hurry up and make our purchase of our $ 1000 and up treadmill. Although there was no one who really could answer our questions and we could not even get the model we were interested to work… no power. After they announced the store was closing I let the associate know I didn’t want to be rushed on my purchase, I would have return another day. At that point the hardware store exit and sporting goods exit where all the customers gathered were closed locked. Which I’m sure is not a store policy to lock customers in at the busiest exits… where there is actually a cashier. Think Sears is going to lose a 20 plus year customer with poor service like this. Also it took the MOD over 10 minutes to let customers out. Thank goodness there was not emergency as we all waited there.

HORRIBLE HORRIBLE HORRIBLE!!! They have no idea what they are doing!!! 2 days for a «running hot» issue and they are constantly saying we are looking at it? Don’t look at it FIX IT!!! They charged me $ 849 for a fuel pump and thermostat yet, my truck STILL RUNS HOT and they don’t know what to do??? 32 hours and they have no clue what to do and now I’m having to have it towed to another shop. DO NOT BRING YOUR AUTOMOBILE HERE!!! I wish I could give negative stars

If it was not for one of your employees in Appliances… this Sears would have gotten 1 star. First of all, my fiancé and I came in specifically for a washer and dryer. We knew which one we wanted… did our research on the brand, etc. It took 20 minutes for someone to even acknowledge us! We stood by the washer and dryer we wanted and 3 people passed us by. NOT A WORD. I was pissed!!! You guys need to seriously go train on customer service, customer acknowledgment and hire more damn people for the morning/​afternoon. If it wasn’t for Eddie, you would have lost a sale, I’ll tell you that much. This review is strictly for him. Eddie was fantastic! He apologized for the lack customer service of his coworkers and did not make excuses for it. Such a sweet personality. I was in a terrible mood because no one had said anything to us for 20 minutes as we LITERALLY stood there looking around like 2 idiots trying to get help. THANK YOU EDDIE for taking care of us, getting our washer and dryer ordered, and turning my mood around! We will be back for sure to work with Eddie.

Richard from hardware wouldn’t let my mom return what she purchased online because he didn’t know how. He kept asking where and how we got our return authorization from and we kept saying, «We printed it. from our printer. because it was an online purchase…» Let me just say if you purchase something online, good luck returning it because they are totally not prepared to handle this situation.

I attempted to buy a Proform recumbent cycle on
using gift cards and a credit card and I chose store pickup at this location. This was done several days before Christmas. Turns out they don’t have this item in stock although their website has it in stock due to miscounted inventory. Since I was in the area for a few days I cancelled the oder because I couldn’t wait until a new shipment arrived because this was a Christmas gift. Well, now I found out I cannot use the gift cards until after Christmas because it takes 5 – 7 days to refund the gift cards and my credit card. This store’s exercise department needs to keep track of accurate inventory. Call to make sure they have the item in stock before placing an order.

ATTENTION PEOPLE DO NOT PURCHASE APPLIANCES FROM SEARS. They sell you defected appliances and give you a hard time to give you your refund.
On November 6^th I purchased a washer machine from Sears Montclair. They had it delivered to my place from the warehouse. Within one day of use the washer machine started to act up. The clothing would get tangled up together. It would barely fill with water. It would leave soap residue on our clothing.
On November 27^th I went to the Sears Montclair store to return it. They told me I couldn’t bring the washer machine in because since it was delivered, the delivery service has to pick it up.
DECEMBER 6^th the delivery service picked it up. They told me that my full refund will be in mail within 7 – 10 days.
December 16^th I never received a refund. In concerned of where my refund is I called there customer service.
Now here is the part that will make anyone mad. There customer service couldn’t give me an answer. They kept giving me the run around. Supervisors wouldn’t help. The manager at the Montclair store was supposed to help but instead she transferred me to a sale associates. I’ve yet to receive my refund or had any reply from Customer Solutions. The only thing I know now is that according to sale associates it going to take 16 more days to process my refund. No one told me it would take almost a month to get my money.
SEARS THANK YOU FOR ALL THE INCONVENIENCE YOU HAVE CAUSED ME. ESPECIALLY DURING THE HOLIDAYS. THANK YOU FOR THE ANXIETY AND STRESS YOU HAVE CAUSED ME. ALL I WANT IS MY MONEY BACK AND COMPENSATION FOR UNNECESSARY STRESS. YOUR DELIVERY SERVICE AND CUSTOMER SERVICE ARE ORGANIZED AND A BUNCH OF LIERS.
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* The sales associate are innocent it’s the corporate, managers, supervisors, and customer service that are horrible.

Sears op operator system sucks I don’t understand you can’t answer it doesn’t answer any questions it does ask the right questions than hear nothing I don’t understand it why I can’t do any better than this

I accompanied my father to purchase a mattress at Sears in Montclair, CA during labor day weekend. Raul, the salesperson who assisted us, was very helpful and patient in assisting my father with selecting a mattress. Anna, his colleague, was also wonderful. Both answered all of our questions. This is the place to go if you want to get a good price on a mattress and excellent customer services.

Terrible! Sears gave us a window of 6−8pm on Sept 17. At 8pm, the delivery guy calls us to let us know he’s on his way. At 830pm, guy calls to say he can’t find our address on the GPS. We give him the directions and he says he’ll be here in 45 minutes. Past 10pm and nothing. Get a phone call from Sears saying our dryer will be delivered on Sept 21 first thing in the morning 7−9am.
Sept 21 at 730am, delivery guy calls saying he’s on his way. I tell him our neighborhood is new and he won’t find us on his GPS. He insist that he knows what he’s doing and will find us on his «navigation system». Calls me back 10 minutes later saying he can’t find is. I give him the directions and he insist we must live in another city in another direction like he’s the one who lives here and drives here everyday. He was very impatient and rude over the phone. He calls back 10 minutes after that and talks to my wife saying he’s lost. Well if he had listened and followed my directions, he would be good. My wife gives him the directions again but he chose to speak over her and insist our city doesn’t exist because it comes up as something else. She tells him the same directions of exit here, turn right, turn right on this street, then make first left turn on this street. 30 minutes later Sears calls us telling us our delivery is now rescheduled for Sept 26 on a Saturday.
Really Sears? It’s not hard to follow simple instructions and it would help if your employees took the time out to listen. You made my wife waste 6 hours of her life waiting and that’s not including the time she will spend this Saturday, assuming they actually deliver it. All she wanted was her dryer but you made it hell on her and caused her to cry. Your drivers are incompetent and your service needs improvement. We spent our money at your store and you caused a lot of undue stress on us. You’ve lost a customer here. Thanks.

I don’t typically complain about a department store, but this morning was a major fail. I stopped at Sears to return some items purchased through Lands’ End, a subsidiary. The door that I was at was opened 10 minutes late, with no apology from either person unlocking the doors. Straight to the check out desk, where 5 other customers were waiting. Another 5 minutes for the clerk to count her drawer. (If they opened at 10, you’d think she’d be ready by 10:10?) S L O W to get through the customers before me. Another associate wandered through the area, taping a return sticker on a dress over and over. Clerk asked associate to man the register while clerk readied the rest of the registers. Everything was in slow-​mo. My 10 minute errand turned into 45 minutes. I expect better than this, and will avoid Sears from now on.

Brought an elliptical recently and during the process of the delivery the delivery people (which is a 3^rd party) broke our door. After numerous attempts and no luck of getting anywhere with the delivery company I called Sears. I spoke with the manager Steve. Steve was very nice and very helpful! I left as a happy customer thanks to Steve. If I were Sears I’d definitely consider looking for a new delivery company. =(
Thanks again Steve!

Its really a hit or miss at this place. Some times the staff is awesome and other times you stand there and wonder how did they ever pass the interview for this job. I have now learned my lesson and found it easier to order things online and have it picked up at the store so I wouldn’t have to dislike this place more than I need to. The store is usually clean and well kept, they wont always post up what is on sale, so if you found something you really like but think its too much; dont hesitate to ask for a price check. A lot of tools i got online on sale were on sale at the store too but none of them were listed. Ill be coming here again but most likely just to pick up orders or look at tools.

My husband and I purchased a refrigerator over Labor Day weekend. We were charged $ 514.77. That night, we saw a TV ad saying that appliances over $ 399 got «free delivery.» When I called the store to ask why we were charged delivery, a man named IAN in Large Appliances told me the fridge cost «$ 398.88,» plus tax, so we were charged «$ 79.99 for delivery» even tho we live 4.9 miles away. So, in essence, I had to pay delivery, because my purchase was TWELVE CENTS SHORT of the advertised price. When I questioned him on that, he did not cut me a break. When I said I would contact Corporate to ask them about the issue, he snarkily said, «OK, you do that» and hung up on me! What a jerk. I’ll never go to that store again. I’ve supported Sears for 51 years, and that’s the thanks I get. If I could give this store zero stars, I would.
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** FOR POTENTIAL SHOPPERS WHO WOULD GO HERE, HERE IS THE RESPONSE FROM SEARS CORPORATE THAT I GOT WHEN I WROTE A COMPLAINT LETTER. I just love it when she says «fairness.» To whom? Obviously, not the consumer. So, in other words, this policy was a directive from Corporate:
«Thank you for your recent correspondence. We are always interested in
hearing from our Sears customers. My name is Ynobe, I am a Customer
Care e-​mail advisor. I will be assisting you with your concern. I would
like to apologize for the inconvenience you have experienced with the
charges for your purchase at the Sears Montclair store.
At this time we do have to support the stores policy. The policy is to
ensure fairness, stores are required to adhere to the policy and are not
allowed to make exceptions. We apologize for any inconvenience this may
have caused you.
Thank you for taking the time to contact us. We value you as a Sears
Holdings customer and hope you will continue to make Sears your choice
for quality and value.»
Thank you,
Ynobe M.
Sears Member Services
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LATEST UPDATE:
In fairness (sort of?), Sears refused to offer me my $ 80 in delivery fee charges back; however, they did offer me an $ 80 gift certificate, to spend in their stores. Ironic. They were emailed to me as a $ 30 gift cert, and a $ 50 gift cert, so I suspect they will not let me combine them on one purchase. TBD.
One Unilocal reader did send me this interesting link, which sadly confirms my fears for Sears future. I got a lot of comments, feedback from other reviewers that also feel that Sears is on its way out:

Understaffed, waited 20 minutes before being acknowledged and was not called when my car was completed.
when pickling up my car two other staff walked by and didn’t even ask us if we needed any help.

Over the weekend, I found out that I was in need of new tires and an alignment. Not wanting to do this during the workweek, I headed to Costco for new tires and to Sears for a 4-​wheel alignment. Car maintenance isn’t cheap nor is it easy, but the guys at Sears took care of my car without an appointment and I was grateful that they were open until 8 pm on a Saturday. They have different price tiers for alignments and different warranty packages. The lowest was $ 85 with a 6-​month warranty. The staff was amiable and didn’t try to upsell me on anything I didn’t already need.

Brand new 3 TON jack garage almost killed me.
I uploaded the pic for people to see.
Tired to return it was told no because I had lost my receipt and employees basically told me to get bent.