Sears

160+ days to get my vacuum cleaner repaired, and only to receive it back NOT repaired! And, to add insult to injury, the Manager Jeffrey Caton and Asst. Manager Omar Casarez were completely worthless in this matter! Do NOT take anything to Sears for repair, particularly smaller items. I brought the vacuum cleaner in on October 28, 2014 for repair. A week later, I get a call to pick up the vacuum cleaner. They have a new procedure where the customer takes the items to a UPS store for shipment to the Sears Repair Center in Chattanooga, Tennessee. After much struggle with UPS, they shipped the vacuum cleaner. You see… Sears didn’t inform the UPS stores of this new procedure.
Several weeks later I get a call regarding the quote for repair with a call back number. I called dozens and dozens of times all times of the day and night with NO call back. The repair center has a phone answering machine in a back room that no one tends to. I wasn’t about to leave credit card information on someone’s machine. Long story short, no one ever got back to me. I then called Sears Product Repair numerous times and finally got a nice woman who sympathized with my situation and was able to get them to waive the $ 50 diagnostic fee and send the vacuum back to me. Quite frankly, by this time, I was done with Sears. That was late December. No vacuum cleaner ever arrived!
Additional calls and store visits to the West Dundee, IL store produced more frustration. Since I wasn’t able to produce the name of the individual that MaryAnn (the nice woman) instant messaged with to waive the $ 50 fee, they were no longer willing to ship the vacuum cleaner back. Why would I ever have asked for the name of the person that she was instant messaging with? Are you kidding me? Finally, after much persistence and escalation to the national level, my vacuum cleaner was sent back to the store.
Here is the icing on the cake. Sears National calls to tell me the vacuum will be at the store on Thursday, Feb. 26. Terrific. I go to the store only to be told by Omar Casarez that the vacuum cleaner has not arrived. I then go back on Friday, and the same story. Note: I was given the tracking number, and the vacuum cleaner arrived on Thursday, Feb. 26 at 9:57 a.m. Per the Manager Jeffrey Caton, he was waiting on his Receiving Manager to let him know when it arrived. Well, he would have been waiting forever since the vacuum was already in the store. It took numerous e-​mails to get a response and get the vacuum.
I picked up the vacuum cleaner last night, Monday, March 2, 2015… more than 160+ days from the initial drop off. Here are the kickers here: First, the vacuum was never repaired. Clearly, they didn’t want to do the right thing for a customer that was treated very poorly. Second, they clearly took out their frustrations on the vacuum. It looks like the vacuum was kicked and thrown around. What a mess. Finally, Sears West Dundee explained that this new process of shipping the items to the repair center in Chattanooga, Tennessee is a more expedited process for the customer as opposed to when they sent things to Melrose Park. To my friends at Sears West Dundee, particularly Jeffrey and Omar, you might want to look up the definition of «expedited» in the dictionary? You clearly have that term confused with slow, slower, and very slow. Unbelievable Sears! Continue this kind of service, and you will put yourselves out of business.

Bad experiences the last few times I’ve been in here. Customer service is very poor. Most staff is no where to be seen and if someone is free they can’t answer your questions or process your sale fully, all while having a bad attitude. I’ve currently work in retail so I understand having a bad day. But the last three times of shopping here (and returning) makes me want to stay far far away unless I’m picking up an online order.

I’m old. Sears is not what it used to be. That being said, it’s still a good go-​to for nearly anything. Unless you want a filing cabinet. Nope. Found that at … horrors … Wal-​Mart.
Tools, tools, tools, tools, tools. If you don’t understand, you’re not … how do I put this and remain politically correct? Oh, you’re just not into tools.
Are they always going to have the lowest prices? Doubtful. But at least you’re in a real department store, and not a low-​rent warehouse.
The aforementioned tools, clothes, housewares, appliances small and large, even computer and other high-​tech devices — all here, all still covered by that guarantee (sort of).
I did buy a lawnmower from a stand-​alone Sears hardware store that turned out to be a nightmare, but that’s another story …

Ok so let me tell you why I am so mad at Sears. I dropped off my lawn mower for repair at the Sears in West Dundee in March to be repaired. The guy told me it would be $ 89.99 flat pricing for parts and labor to fix my lawnmower. So I paid it and left my lawnmower. Then two weeks later, my wife received a call from Sears in Hoffman Estates that it would cost an additional $ 50.00 to fix the lawnmower. That is not what I was told, but my wife went ahead and approved the expense. Months go by and we hear nothing about the lawnmower. Then we finally decide to call the Sears in West Dundee and ask about the lawnmower in July. Some guy told us it is just sitting over there, but he didn’t work in the department. So we called back and have not been able to reach anyone in that department. At this point, I am so furious, I do not even want the lawnmower back or to even step foot in another Sears store! How is this a way to treat a customer. This is not the first time with Sears.