Sears Hometown Store

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They did an excellent job. They were very efficient, on time, and professional. I was very pleased with my purchase and the installation.

Great at selling but nothing after that. We were told by the salesgirl that they offer the best price, however, when checking 3 other Sear's stores the price for the 3 items we purchased were the same. She said they offer a lower delivery charge than the "big stores" and a better service so we went with them ...plus we wanted to support a "homestore". The very next day there was an ad on TV for Sears that said spend $399 and delivery is free. I called the store, spoke with the owner. He said he wouldn't honor it because EACH item had to be $399, ours were not. I told him it shouldn't matter that we had spent over a thousand dollars, again he said it didn't matter it had to be for each item. I called Sears customer service and explained the phone conversation I had with the store owner - the customer service rep was so surprised that we wouldn't get credited $80+ in order to keep us as customers. Especially when we were well over the $399 price. He put me on hold and called the owner of the store himself. The owner told the customer service rep the same thing, he would not honor the free delivery and credit us! The customer service rep who was a sweetheart said he had never known a store to refuse the customer service department when there was a customer complaint. He said Sears tries to make it right. He was especially surprised being a homestore. He said he was going to file a complaint on the store. I explained we wanted to support the local store and people. His response.... the local store and people didn't support you, don't you support them, do not go back there. He then credited my account the delivery charge we paid. As far as the better service, the items were delivered, hooked up and the guys left. I have a dryer that sits about an inch higher than my washer, I had no idea on how to run them since the new ones are different from my old one and when calling the store with a question I was told to call the manufacturer. No, I would not recommend them.

A truly horrendous experience! This happened at the Sears Hometown Store in Penfield. In September I went to the store and met the owner. He informed me that if I did not find the item I wanted in the store, I could go to the online Sears catalog and pick out the item. It turned out that the 2 items I wanted were on display in the store. On 09/10/12 I ordered both items. I did not set the install date as, according to the Sears website specs, I needed a minimum 20 amp line to replace my current 15 amp line. I called an electrician to do the work and he suggested I call the store again as it seemed unusual that I would need a 15 amp line for a very basic dishwasher. I did call and asked the employee to go the install instructions booklet that I noticed was in each machine on display. He told me that in the install document there were no electrical requirements specified. It turned out after the install, when I received a copy of the install instructions booklet, that there were very specific and detailed electrical requirements. In the meanwhile, I had scheduled the 20 amp upgrade that cost me $200 that was a waste of money. The stated requirements were for either a 15 amp or 20 amp line. Upon completion of the new line I made an appointment for the delivery and install of the two appliances. On 10/10/12, the delivery and install was done. The dishwasher required connecting several dishwasher wires to the newly installed 20 amp line wires. The installer came unprepared without new wire connectors. He saw that I had a box on my kitchen table that contained new wire connectors. He grabbed the box and said he would use those and the electrical tape that was also in the box. I assumed that he knew what he was doing but my assumption turned out to be completely wrong. After he left I found out the gauges of the wires that had to be connected; these connectors were way too small based on the specifications on the box. I called the electrician back who did the 20 amp line install to verify that it was a safe connection. It was completely unsafe and a fire waiting to happen. The wires literally fell out when he opened the panel. He reconnected the wires correctly which cost $65. When I went to use the dishwasher for the first time, after putting only 3 plates in the bottom rack, the dishwasher started to fall over onto my lower leg. It turns out that the installer did not attach the dishwasher to the bottom of the countertop even though the parts to do so were supplied. Upon completion of the install of the range, I noticed a shrink-wrapped package labeled "ANTI-TIP BRACKET" still laying there. When I asked the installer about it he told me it wasn't needed; unfortunately I believed him. After he left and I went through the various documents I received, I learned how serious this could be. Not only did the Install Guide make a strong point about installing it, there was a separate sheet saying the same thing, as well as a sticker on the back of the range saying the bracket must be installed. I GOOGLED Kenmore and anti-tip and found out why Sears, rightfully so, is so strong about installing the bracket. It cost them many millions of dollars in legal actions because of ranges tipping over and causing injury. I prepared a document listing the problems and when to the store on 10/21/12. The owner was not there so I left it with a note to call me. He did not call so I went to the store on 10/24/12 and spoke with the owner. He acknowledged he had received the document. Instead of an apology for the experience, he was visibly annoyed and stated "What do you want me to do about it?". I said I wanted him to send a qualified installer to complete the install. He refused and said he would only send the same installer. I told him that after such a deliberate, negligent install there is no way that same installer is coming into my home again. He still refused to send someone else out.