Sears Stores

I would say their pricing was fair. The quality was excellent. They were punctual, they came on time. They were good. They were polite.

Bought the machines on Tuesday.  Delivery and installation was scheduled for late afternoon Thursday.  The delivery truck and crew arrived late.  Having removed the old washer and dryer, the crew brought in the new W&D, which had to be stacked.  They brought the wrong power cord.  Watching them work was like watching the Keystone Kops.  They damaged the laundry room and the washer during their attempts to perform the necessary work.  Unable and unwilling to complete the installation, which admittedly was difficult because of cramped quarters, the crew simply left without even telling me.  They left the W&D in the middle of the room, with nothing completed.

My wife spent hours on the phone with the delivery service trying to get the problem resolved, to no avail.  It wasn't until I contacted the local store and spoke to the manager on duty did anything progress.  He arranged for another crew to come first thing the next morning.  The second crew brought the correct power cord, finished the installation, and was gone quickly.

The real problem was not the first crew, though they were incompetent and unprofessional.  The problem is that Sears, in its corporate sense, operates under two principals which are incompatible with customer service and satisfaction.  Firstly, there is no provision for "exceptions to the rules".  The service center personnel with whom my wife interacted kept telling her that nothing could be done that night or until the next working day that deliveries were made to the area where we live.  That was the rule and they were sticking to it.  Secondly, knowingly or not, Sears is willing to accept the loss of good customer relations and resulting ill will that comes from the foregoing rigid application of "rules".  It wasn't until the local people (salesperson and manager) got involved that anything got resolved.

The local personnel were fine and wanted to help.  "Sears" didn't give a d***.  Accordingly, I don't give a d*** about Sears and won't shop there again.

wonderful. was kept informed all the time. and options given prior to doing work.was resonable. staff was very courteous and helpful.

We have had a problem with them lately. There may be more of the manufacturers than it is Sears all the way, I would think Sears should have been been able to tell us that back in June. The price is excellent.