SEARS

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We selected, sourced, and priced new tires for our car online. We ended up purchasing online from Sears. The Sears Auto Center on the Westbank Expressway in Gretna was the Sears closest to my wife's office. At the end of the purchase process the online store states the likely date the special order tires will reach the store and then helps the customer schedule an appointment on the first business day after likely delivery. The website stated that we would be notified when the tires arrived at the store. Very tidy. Two days from our appointment, we had not heard from Sears, so we called the Auto Care Center to check on the status. Initially Sears had no record of the transaction. Given an hour, they were eventually able to locate the transaction and the tires. We reaffirmed the installation appointment. Before the appointment, we decided we would stay in the store while the tires were being installed, so we asked the customer service technician if there was internet service in the waiting room. Yes, we were told. On the day of the appointment we discovered: 1. Sears could not provide an alignment at the time of the tire installation because there is apparently only ONE alignment technician and "Today is not his day..." 2. Sears wanted us to come back and purchase the alignment, at Sears' convenience, " When it was the Alignment Guy's day." 3. Sears could not schedule the alignment a week into the future because they had not set the schedule to know what day next week...you guessed it..."the Alignment Guy would be working." 4. Sears in-store personnel could not discuss or sell us the extended tire warranty because it had to be purchased online, with the online tire purchase. We are trying to figure out how that policy benefits anyone in this transaction. 5. With a firm appointment and clearly, nothing else to do but mount the new tires on the rims, the installation took five and a half hours. It appeared there was only one mechanic working. 6. The waiting room internet service the technician told us was available did not exist. Instead there was a 10-year old TV that was tuned to reality TV shows featuring in-your-face people behaving badly. Five and a half hours of paternity battles... We will say that the customer service technicians tried mightily UNDER THE CIRCUMSTANCES. It was apparent they are working under the burden of a mature corporate indifference. It is the kind of institutional malaise that is not fixed by an internet posting. It was inconvenient, sad, and finally laughable that Sears was clueless of the absurdity that basic linked services could not be provided because it was "not someone's day" or that there are roadblocks to a legitimate up-sell. Use the power of the internet to source and purchase your tires, but steer clear of Sears Auto and Tire. The marketplace has passed them up by about three decades.

I've reached my limit - trying another service provider

I bought a watch which needed a battery and to have one link removed from the wristband because it was too big. I didn't know that my local Sears had a watch repair department until I started poking around on Angie's List. On the spur of the moment, I drove to Sears and figured I would have to wait a week for my watch, or hear "not today, I am too busy". A very nice young man was at the counter. I showed him the watch and told him what I wanted. He said not a problem - $12.99 plus tax for the battery and $8.99 plus tax to take out the link --- it will be ready in 20 minutes - on a Saturday, 30 minutes before the place closed. I wandered in Sears for about 10 minutes and decided to go back and just wait. My watch was ready and waiting for me. Great service, fast and I would absolutely go there again.

Bullet Points: Scheduled a refrigerator repair for one of those "service windows", sometime between 1pm and 5pm. 4:30pm, received a robo-call telling me service was behind in my area, and the tech may not be on time. 6:30pm, I called Customer Service. After being disconnected once, I was given no reason why the tech hadn't yet been to my house, but was assured they were still working, and the CSR was sending a message to have the tech call me with an ETA. 7:30pm, I called Customer Service a second time. This time, I was told the technicians were no longing working for the day, and I was given no explanation why I was not called by the routing/dispatch department or a technician. No answers, no solutions to my problem, which isn't surprising since customer service is obviously outsourced overseas. All anyone could do or attempted to do was reschedule my appointment. For a full week later. Oh, they did try to sell me a service warranty deal, though. Also, a "manager" did offer me a $50 Sears gift card, so for my inconvenience, they're letting me buy something from them. But I'm figuring the gift card is about as likely to show up as one of their technicians. Summary: Avoid like the plague, unless aggravation is your thing.

While out of state 11/2014, I needed a new battery for my watch. I took it to a department store there and they found that, despite 2 tries with new batteries the watch didn't work. I considered buying a new one right there but was short on time so I decided to wait until I got home. I thought I'd take my watch to see what it would cost to be repaired so I took it to the Watch Repair counter at Sears. The young gentleman, who was very polite and engaging, put in a new battery and found that the watch was running just fine. He said that perhaps the person at the other store hadn't pushed in the tab you set the time with all the way. He said sometimes it'll stop running when the watch goes past the point where the date changes over so he suggested that he keep it overnight to make sure that it was still running properly the next day. Two days later when I picked it up (I forgot it the day before) the watch was still running fine. Problem solved with no charge.

It has been a horrible experience and I still do not have a working dryer. Horrible customer service, inept technicians and difficult to deal with. Would not recommend them and will never stop foot in a Sears store again.

A service technician came out to fix our gas dryer at our rental property (a 2008 Samsung front-loading washer). It worked for a day and then stopped working again. They came back out (a different technician) and told us that they weren't sure what the problem was, but they needed to replace the control board and then they would have a better idea ($280 to do that repair). We told them that we didn't want them to make this fix and they agreed that since the other repair didn't work they would refund us. We were told it would take 7 to 10 business days for the refund to show up on our credit card. It was been many more days then 10 and we have called multiple times and each time we reach a call center. When you ask to be transferred to a manager, they tell you they can't, but someone from billing will call us back within 24 hours. We've called 3 times and have never received a call back. We ended up getting another company that we found on Angie's list to come out and check out the dryer. They fixed it for a total of $125. It was the thermastat. So in fact, we didn't need the $280 control board that Aand E/Sears was going to replace. The whole experience has been incredibly frustrating and we will never use them again and caution others about there poor customer service.

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Sears do excellent work. It is an older guy and his son. My husband had an older watch, and not many people would be able to fix it, but they did. The watch is an antique. We only left it there and they called the next day and said we could pick it up. I've gone over there a couple of times, to get a new band or a new battery. They are very professional and very friendly. You get that old-time personal treatment, you walk in to the store and they greet you and are happy to see you. Nothing is too much trouble. I've really enjoyed my interactions with them. They were very professional in doing the job, in explaining that first off they would have to look at it and then they would give me the price to fix it before they would do anything. They will also let you pay it off - they keep the item, of course - but then you can get the work done.

My repairs were covered by their insurance that we purchased and we used them because we bought the refrigerator from them.

They did a wonderful job. I always have a different technician come out every time. The guy that came out to repair the washing machine was fabulous. He realized right away what had happened and because I have an extended warranty on machine he practically over hauled the whole machine and it was like having a brand new washing machine. One guy was above and beyond and another one who came out was like I could take him or leave him. So that is the reason I said that I don't get the same technician every time. Pricing is great. They are very responsive.