Sears

the CSR in fine jewelry conveniently forgot to put my ring in the bag with my other 2 items; a purse and a pair of slippers… we started walking away and my husband decided to check the bag! good thing because the ring wasn’t in there… we went back and he just said he must have forgotten… wow!!! unbelievable…

I called 3 times to speak with someone in mattress and after being on hold for 5 minutes it rings then hangs up.
I then tried to speak to an associate, they tried to transfer and page associates in mattress and nothing.
I was then transferred to Maria who answers phones and I let her know the situation she tried paging the Manager Silvia and I was I hold again. At that point I told Maria she needed to let Silvia know management is horrible and they lost a sale! I was hoping to get a brand new Cal King mattress but their lack of good customer service and support was horrible!

Delivery sucks!!! charge me to be 4 hrs late than the time frame you gave me, it would have been nice if Sears gave us a courtesy call to let us know you’ll be arriving later than the time given. I had plans to do things but had to put that aside to hear customer service say the same bullcrap as the last one did. oh our delivery team had a delay. we’re very sorry. If you’re very sorry Sears should give me my $ 70 delivery fee back !!! I wouldn’t recommend this to anyone, waste of time! I should’ve read these reviews before purchasing from you guys! I think I’ll probably refund this damn mattress!

My first time picking an item at this store and it was such a bad experiences! NEVER AGAIN PICKIN ANYTHING AT THIS STORE. I was at the pick up and all of the sudden they stop my time and a guy comes out with one of my item. He told me the other one is coming up. Well five minutes pass and still nothing! Then after couple more minutes he comes out and say we couldn’t find your order and gave me my wrong item. And told me to go to the cashier if you want to return it.
So I went to the cashier. I waited in line patiently. Then finally got help and They told me they don’t have my item in stock. So why have do they have it online if they don’t carry it! Wasted my time and my gas!
And I also over heard one of the cashier that they been lately having issue with pick up order! Ugh worst! Ever!

I understand that it was midday when I went, but it took forever to find an open register. On the plus side, the online pickup guy Ken, works very hard to get your item quickly.

I purchased a new Whirlpool washer, dryer and mattress from Sears at the Arlington, Riverside store on October 12^th, and was told it would be delivered on October 19^th. The service was great! On the 18^th, I received a phone call letting me know that the products will be delivered between 7:30am, to 9:00 am. The morning of October 19^th, I received a phone call at 7:10 am from Miguel informing me that he will be at my house in 15 minutes. Miguel and Rick delivered the washer and dryer, hooked everything up, and removed the old appliances including the old box spring. They were so friendly, and professional. Best of all they finished everything within a half hour. Both Miguel, and Rick are assets to the Sears team.
This is an update on Sears service after receiving the product. I was never told that there is a 30 day return/​refund policy. On the receipt it states that there is a 72 hour return policy. The second time I attempted to use the washer, it locked, and would not open. I had to unplug it for a few minutes for it to unlock. This happened twice before I placed a service call. I was told not to fix it if it should happen again. It happened a 3^rd time, so I placed another service call. I had to wait for a week before someone could come to take a look at it. The technician had to order a part for it, which was another 2 weeks. The day that he was supposed to install the new part, I received a phone call from Sears, stating that the technician was sick, therefore I had to wait another week. During this time my dryer was not drying the cloths, so I asked if the cust. service rep. if the technician could take a look at my dryer. The first thing I was told that it must be a ventilation problem, and if it is, there would be a $ 79.00 charge. (There shouldn’t be any type of charges for repairs for a new washer and dryer) It turns out that there is something wrong with the dryer as well. If I had know that I had 30 days to replace the washer and dryer, I would have done so. This technician was the person that informed of of this. I am not only disappointed with Sears, I am also disappointed with Whirlpool. They used to have a great product, not anymore!

Went in for a water heater and the service was horrid! The sales person was rude and no costumer service skills. Selection was poor! This place was horrible!

i have to moust horrible experience tryng to buy a cellphone for my aunt that i see online. we ask for asistance and byron from electronicst was soo lazy and rude… i hace to tell him that i was going to buy the cellphone for sure… but that i have questions… he was so rude all the time… we ask for spanish assitance for my aunt and byron was in a bad mood all the time… i cant beliive it! we go to buy and spend money at that store and they didnt care… first time i have service like that in electronic deparment… it seems like that guy hates his job o dont like to deal with latinos… so disapointed!

Stay very far away from this location. I am said wife in the previous review. I am so appalled at this location’s and their contracted delivery teams’ services. I have had to deal with with their incompetence and rude behavior for more than a month. I purchased a Kenmore dryer August 8^th, exactly a week after we moved into our new house. We were unable to use our previous Kenmore dryer because it was electric and here in California, dryers have to be gas. Not being able to dry clothes wasn’t an option, so naturally I went back to Sears to buy a new dryer. The salesperson who helped me, Martha, was very nice and helpful. But their selection is very scarce. The whole store is stuck in a time warp from the 80s. I felt like a kid again stepping into this Sears. I didn’t mind it at the time because I knew what I wanted and they had it, which was another gas Kenmore dryer.
I had it delivered no problem two days later. It came within the given time window; and despite the delivery teams’ broken English, they were able to understand the directions I gave them over the phone. (our residence is brand new, and therefore not found on GPSs) Here’s the kicker. This dryer was a piece of crap. Despite all the fancy settings and the «auto moisture sensing technology» it took 3 or more cycles for this dryer to finish a load. It was such a huge inconvenience to buy a bunk dryer. Little did I know that this would snowball into one of the worst transactions I’ve ever entered into. It wasn’t the only problem we were dealing with at the time with our move, which made things even more stressful. Then we went out of town for a week. So after our trip I decided I just wanted to exchange the dryer.
I called the appliances department the very last day that I was able to make an exchange. (You have 30 days). I spoke to a very rude gentleman (I believe his name is Andre) who acted like I was wasting his time. He questioned me on why I wanted to exchange the dryer and what day that I bought the dryer. When he realized it was the last day I could make an exchange, he abruptly said he was going to transfer me to the department manager. The manager spoke to me in a patronizing manner. He gave me the number for Sears customer service. But he said he wasn’t sure that I was within the time frame for an exchange. He asked me what was wrong with the dryer and I told him that it took several cycles to dry a load of laundry, it didn’t work work right and was definitely not to my standards! I had to go into detail to prove that I troubleshooted my crappy dryer properly. He even had the nerve to tell me not to drive there with the dryer. Excuse me? There’s a reason that I called, and any person with an ounce of common sense would know that probably isn’t a smart idea. In the end he told me that if I wasn’t able to exchange it, Sears was well within their right to send a repairman to fix it.
After calling customer service I was able to make an exchange. This whole transaction took 3 weeks because their contracted delivery teams could not understand or want to listen to the simple directions to my house. While this issue has nothing to do with this location, take it as a warning. The last delivery team said that other teams tend to be lazy because they know newer houses like ours have their laundry rooms on the second floor.

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 had originally bought a mattress with them and it was defective. They sent another one and it too was defective. So now they sent me to the store to go pick out a whole new one and call back with the item number for a replacement. The difference of the mattresses was $ 335.99. I asked if I would receive a refund and I was told no. After a run around for days with sears I wrote corporate and explained the issue. Heres what I got and my responses.
Dear Kathryn,
Thank you for contacting Sears. After reviewing your account, I see that we processed your mattress exchange and the delivery date is 09÷27÷15. Please contact Mattress Department at 1−888−566−5561 for further assistance.
Thank you for taking time to contact us.
Sincerely,
Darel D.
Sears Holdings Corporation
800−479−6351
Original Message Follows: — — — — — — — —
That was not my issue. You did not even read my email.
Sent from my iPhone
On Sep 13, 2015, at 6:33 PM, Sears Holdings Solutions
… wrote:
Dear Kathryn,
Thank you for writing us back. I certainly understand your frustration regarding the delivery charges and I am sorry to hear that you got defective mattress. I would like to inform you that it is our company policy that we charge 15% restocking fee and the delivery charges. I do see that you were only approved for mattress exchange, not box spring exchange. I would like to explain the policy of exchanging which is if you replace the existing product with new product via even exchange, then we are unable to refund the difference if the new product costs less, and if you choose costlier product you will be responsible for the difference. Hence, we are unable to provide any refund. However, I would like to offer you Sears 10% storewide coupon (up to $ 100). That is the most we can offer.
I have created a case regarding this concession. Your unique case id is 3 594 539, which you can use for future reference.
Please respond this email if you wish to accept the offer.
Please call our Mattress department at 1−888−566−5561 for further assistance.
Sincerely,
Darth R.
Sears Holdings Corporation
800−479−6351
Original Message Follows: — — — — — — — —
Not one person has ever shown me your policy ever since doing business with your company in August. Like I said earlier I spoke with a representative from your company saying that I am entitled to the difference in the form of a refund. I do not understand how you are not backing what your employee was recorded on tape saying and are able to steal from your customers. Do you realize how hard I have worked for my money to be able to purchase this mattress? And now you are stealing it from me. $ 335.99 may not mean much to you but to me it means a roof over my head. It is absolutely disappointing the way your company does business. Although I appreciate your offer, for how much money your company makes a measly 10% is nothing. And I apologize but I will never do business with your company again and will let everyone know about the terrible service I received. All I was asking was for $ 335.99 back or matching box springs and you would rather loose future business over that.
Dear Kathryn,
Thank you for contacting Sears. We appreciate hearing from you. I apologize for the inconvenience you have experienced.
We appreciate your feedback. By sharing your ideas, you have enabled us to address the issues and provide feedback to the appropriate person. Truly, your remarks provide valuable feedback that will enable Sears Holdings to improve the customer experience.
Thank you for taking the time to contact us. We value your relationship with Sears, and hope that you will continue to make Sears Holdings your choice for quality and value. We appreciate your business and look forward to assisting you in the future.
If you need any further assistance, please feel free to get back to us. We will always be happy to assist you.
Sincerely,
Turner R.
Sears Holdings Corporation
800−479−6351
So if you are looking to buy anything from sears don’t. They say they can’t refund the difference but if I were to buy something of more value I would have to pay. How ass backwards is that. If you have a credit you get refunded simple as that. They customer service is TERRIBLE. Actually it is non existent. You get generic responses. No one cares about you or what your situation is. They just want to steal your money and charge you for every little thing even though their product is defective. I am truly disappointed in this company.

Sooooo ghetto and the service is horrendous as well!
The only reason I came here is I was having the hardest time finding a portable AC unit and called and they told me they have several in stock.
I show up half an hour later and they have not one.
First I am left standing around for awhile, then all 3 employees I talk to say they have not had any in stock for some time, only window units?!!
I told the person on the phone I want a portable, not window unit and he said yes we have them.
So pissed i drove all the way over here for absolutely nothing!
The store was dim and dingy looking, really run down.
It smelled, was horribly stocked, I couldn’t get myself to buy a thing here and won’t ever return!

this sears is horrible. I was pretty much raised wearing and shopping at sears. 31 years old now and man, the type of customer service they have is horrific. Tracey in appliance pretty much said I was screwed because my father bought the wrong blue ray player. in the middle of explaining my situation and repeating it to her, since she was about the 5^th person I was transferred to all of a sudden the call was dropped how convenient. After calling back and waiting another 9min and 50 seconds that right I timed it the assistant store manager Jen has the nerve of saying oh well sorry nothing I can do call and speak to Armando the store manager tomorrow. I have dealt with Armando multiple times and he’s no help this year alone my family has bought one $ 3,000.00 fridge 3 blue ray players 1 stereo system 2 citizen watches 1 Nikon camera 2 sets of washers and dryers yes we have 2 washers and 2 dryers and it’s only August who knows what going to happen for Christmas and yet she pretty much tells me your screwed. then I ask for her store motto since I clearly know there is one and she says I don’t have to tell you and hangs up man when I see this sears close down and end up being a big empty lot it’s not going to be a surprise there lack of customer service is what is going to cost them there jobs then maybe I can get my dad to shop else where.

This store is by far the worst customer service I have ever had. First came in to look at 55″ curve TV. I was in the department for about 20 min the kid in that department kept looking at me pre judging me. That’s fine. My girl friend is looking for a mattress. Once again that department walked through the whole department never once got help. Then we go back into the department to look at one she liked. This slow lady comes over after we left department and came back. NO HELP what’s so ever. I will never come back to this Sears store ever again. Worst customer service ever, now I know why this place is a ghost town. Time for best buy and Ashley’s furniture.

THIS IS THE WORSE STORE I HAVE EVER BEEN TO ON THE PLANET. I have delt with these people multiple times because it is closer and convenient. BUT, I am willing to shop anywhere else then deal with the workers and customer service they offer at this location. They should FIRE the employees and start new and fresh

This place is a ghost town which is why like coming here. If you want to casually peruse products and item in a store, then this is your place. Good luck though trying to get help and customer service though; skeleton crew. So many cut backs to keep sears alive.

This SEARS seems like a ghost town, there is parking for miles. I only saw very few cars in the parking lot on this particular Monday. This SEARS does offer an auto center where you can get your vehicles oil change, wheel alignment and break service while you shop.
At first I thought it was closed, but as I walked closer to the store front I could see people inside. Not a whole lot of action going on inside the store, except for all the markdown items they have (clothing & shoes), 20%, 30%, 40% off name brand merchandise.
This particular day I needed to get in and out of the store quickly. I didn’t get much time to walk around the entire store, but I plan to make a visit next time I need to buy some things at a great discount.

Horrible customer service. Some managers here lack knowledge and manners. The repair department never fixed my vacuum correctly and hardly ever called to let me know it is ready for pick up. I will shop elsewhere. The only reason I rated this place a one star, it is cus it doesn’t let me take it off to zero stars. This Sears is bad bad bad!!!

The Sears that time forgot. Don’t be in a hurry. Everything is slow.
If you want to go back in time, visit this Sears. It you want to shop, there are many better alternatives.

I called Sears today 12÷15÷12 and inquired over the phone about 3-​wheeled bikes for adults. The gentlemen that took the call was very polite and looked up in the system for this type of bike. He answered all my questions — I had several, about the 3-​wheeled bike and he was very helpful. He told me it would have to be ordered and would take about 10 days as they did not have this type of bike on hand at the store. He had a very pleasant demeanor over the phone and also quoted a price for this bike which was very reasonable. I would rate the service I had on the phone as excellent — which is often hard to come by these days!
I plan to look the bike up on their web-​site and hope to put an order in as I want to get this bike for myself. Some other bike shops I have called had too high of prices for 3-​wheel adult bikes — but Sears is the most reasonable I have found. I am not in a big rush to get the bike — so even though it was not available in the store today — I don’t mind waiting the 10 days for it.
I don’t want to spend a price that was over $ 500.00 at another bike shop I contacted. (for a 3-​wheeled bike). I don’t need 3-​speeds; only single speed.
I guess many younger people are not into shopping at Sear’s and would rather go to the mall but I grew up wih Sear’s and for me (a middle-​aged customer), Sear’s is fine for me!