SearsOutlet

Called to schedule appointment. Took 35 minutes to get a representative. Schedule appointments for the next day. Repairman called and said it was not covered by warranty. I have a warranty on all my appliances and have had since I bought them, all from Sears. Called back had to wait another 55 minutes and was assured I was covered and a repairman would be out to check my appliances. I contacted the repairman he said that the status of my service call has not changed and I would be responsible for the service call. I told him I was not going to pay because I had a warranty. Call Sears back waited another 55 minutes. Was told they had a scheduling problem and that a representative would be calling me back with in the next hour with new scheduling time. That was 16 hours ago. I'm on hold now with the approximately 48 minutes waiting time. I have been doing business with Sears for over 30 years and I'm truly disappointed in the warranty service

I will never again use Sears to order an appliance. I should have done better research before ordering. There was no communication between the order department and delivery companies. I waited for weeks playing phone tag with various delivery companies. Sears gave delivery date confirmations and the delivery companies had no idea what I was referring to. I had to cancel my order and then placed several calls regarding my full refund. Totally unprofessional! Use another business to avoid the confusion.

Purchased GE Refrigerator 5. 18. 17 w/5 yr warranty. Several resolved past service calls - good. 2020 had 3 service calls. 6. 10. 20,11. 30. 20 & 12.19.20.As of today 2. 27. 20-no working refrig since 2nd week of Dec. Called to sched repair. Contracted repair service "Boston Joes" states unrepairable. Will no longer come. Unable to contact Sears to rectify. Husband Stage 4 pancreatic cancer & diabetic. Meds need to be refrig. We are senior citizens. It has fallen on deaf ears and noone will helps us at Sears!

We ordered a fridge online for delivery from our local store. The Samsung 4-door with the family hub aka a tablet in the door. This fridge was labeled as "Like New - Out of Box". We got a call about major dents in the fridge. This concerned me that I wasn't getting the product I paid $2500 for.

Turns out ALL of the refrigerators are mislabeled. NONE of them are the models or conditions that are listed online. The fridge they were going to deliver is the basic model fridge that only costs $1800 brand new!

Now, we're cancelling our order and going to Lowes and Sams Club tomorrow to make sure we get what we're paying for and get a comprehensive service plan.

The customer service lie to us. Text will not come out to house they cancel service calls. Bought a refrigerator freezer in April 2020 and has had problems ever since and was told I could get money back on fridge all food they would send the parts for me to fix and when I asked them about it they have no record of anything and don't do nothing I have lost lots of food I am diabetic and without a frigerator or freezer I am spending more money going to the store everyday or going out to eat because they won't fix refrigerator on 3 year warranty

We purchase a refrigerator with washer and dryer. A little over $1000 warranty. My refrigerator stopped working in july 2020 called and they say the only time available is august. Waited for august, and the guy order the part then says waiting on part takes about 2 weeks. It is now about to hit Thanksgiving. Every call we called since October because our refrigerator doesn't want to work and they keep sending us the round abouts. Giving us different numbers to call, different dept etc. Its about to hit Thanksgiving and my refrigerator had problem since July? This is bull$#*!. I'm sorry we paid over $1000 for warranty and our food keeps going bad and we've lost so much money for this refrigerator and they haven't even reimbursed us a dime. Still counting... probably won't have our refrigerator running til next year. We been storing our dairy perishable in a mini fridge.

New dishwasher is sitting in my garage. I paid for installation. The DW was delivered by two guys who ARE NOT PLUMBERS, and could not deal with a stuck hot water valve; hey, the DW has been in use for 15 years, the faucet's probably never been closed. I'm not surprised it's stuck, and surely this can't be that uncommon? Well, the "not plumbers" gave up (after I showed them how to turn the water off in my house) after making a bit of a mess. Am now paying much more to a highly reputable company to get the thing installed tomorrow. I do not recommend searsOutlet/American freight.

I went on the 07/07/20 to this outlet and bought a refrigerator thinking was gonna be SEARS but to my amazement I was looking and one associated tells if I was ready and ends up just leaving, oh well no big deal couldn't answer a lot of my questions and wasn't willing help find what I was looking for and thought I had bought a refrigerator with no hot water because he know, he it didn't have hot water,, well to amazement when I got i realized it did have water, but thats not so the problem, they delivered on 07 /10/20 and drop the refrigerator a few times and it makes all kinds of noise,,, today is is the 08/10/20 i called to return the refrigerator and get a refund the manager
refuse to give me a refund because I didn't buy their additional warranty but I paid to get it delivered/hooked up/ and parts they didn't hooked up nor left me the parts that I had paid for they also dropped the refrigerator 3 different times and now it started with it makes all kind of noises of you don't know until is at home and after a while it starts off and on makinging noises,,,, I paid almost $2000. 00 I bought a lemon my old refrigerator is in better condition then what bought there now thats a big problem anyone out there for advise in getting my refund i shouldn't have to to go thru this how is this kind of business is allowed

We recently moved and couldn't get appliances due to manufacturer's backorders. Therefore, we purchased a refrigerator here- big mistake. Supposed to deliver it between 2-4 today and didn't show up until 5! Told them I had to leave to pick up my son from school and I couldn't stay. They said they would set it up, but need to take two doors down to bring it inside. I said that's fine, but to look at for cats. When I returned, no refrigerator... No note, phone call anything! I called and they said they left because they needed someone to be there for the installation. To have it redelivered could take weeks! I want my money and time back!

I purchased a washing machine and clothes dryer from SearsOutlet/American Freight in Kansas City MO. My prior experiences with Sears has always been 100% positive. This was my first "outlet store" purchase and it was a MAJOR mistake. The dryer, which we have used 3 or 4 times seems to work just fine. The washer - a Kenmore - is very noisy, bangs and knocks and then stops during the spin cycle about 50% of the time we use it. The screen displays an out of balance message. SearsOutlet/American Freight will quickly inform you that you cannot receive a refund of your money. I called Sears home services and have been on hold for what seems like more than 60 minutes. Recorded message directs me to "searshomeservices.com/chat" I did that. There I was automatically transferred to another site where for $5.00 I could pay for advice. I did that (foolish I know) and was told that in 7 days I would be billed something like $40.00 per month for this service. I really hate to say this because I have held Sears in such high regard for so many years but I think it is time to let Sears go. Stay AWAY from the outlet store/American freight. No service, NO refunds!

I gave one star because I couldn't post with zero stars. I ordered a dishwasher from this store on May 1st. It was, and continues to be, an absolute nightmare. I received a call from Pilot (the business that Sears uses to ship their appliances) to deliver the dishwasher on May 10th. When Pilot showed up, they had a dryer that was labeled as my dishwasher. I rejected it. No problem, I understand mistakes happen. I immediately called Sears and reported the problem. I was told I would receive a call from either Rocky or Arthur (Sears managers). I never did receive those calls but instead had to keep calling to speak with them. This has been consistent this entire time- they said they would call and never did. They did not seem concerned that I did not receive my dishwasher and in fact I felt like I was a complete bother to them since the beginning. Rocky and Arthur told me I needed to call the delivery service to find out where my dishwasher was. That doesn't make any sense! Why should I have to call a business that they hire out for delivery? I ordered the appliance from Sears! Not the delivery service. I finally received another call from Pilot, ready to schedule a dryer pick-up. This is when I started to get very frustrated. I had already sent the dryer back, there was no dryer to pick up. I had to keep calling Rocky and Arthur, both of them were SO unhelpful. Why have I had to be so proactive in this? I had to wait on hold for what has come to be hours over the course of a month and a half and it's STILL not resolved! Finally, at the beginning of June, I received another call from Pilot saying they had a dishwasher this time and were ready to deliver. Great! June 6th they were supposed to arrive between 11-3, they were late and I had an appointment at 4 so luckily my boyfriend was home when they arrived. When he answered the door they said they had a DRYER to drop off! My boyfriend asked if it was possible that the labels were messed up and they checked the appliance. It turned out to be the long lost dishwasher. But it was COMPLETELY scratched up and dented! He sent it back and I had to call Rocky and Arthur AGAIN and asked for a refund. And here is the best part. All that, and they didn't fully refund me! I am STILL short $100. I can not recommend NEVER buying from this store EVER.

Ordered a dishwasher online to be picked up. A day later they tell me they no longer have that dishwasher in stock. The email was a so sorry email. In the middle was the sentence "Let us make it up to you." So I call the store to see how this might happen. They said they didn't write it, customer service did. Call them Goodbye.
I call customer service and they tell me that the order had been canceled and they didn't write the email, the store did. Well, I've got no dishwasher and my credit is still processing. No wonder Sears is going out of business. A sad end for a once decient company.

I bought a LEMON from my local Sears Outlet in San Diego (Morena Blvd.). Within 6 mo. The machine started making a knocking sound. Repair tech came out March 4,2020. Diagnosed needing 4 new springs! Repair sched. For April 28. Springs installed, tested, trouble with lid switch. Tech ordered control board, interface, capacitor, lid lock and pressure sensor. May 29, tech came to repair, but realized control board was still not here. The email communication and phone communication with this company is THIRD WORLD. TOTALLY UNACCEPTABLE! I get disconnected on phone after waiting for 20 minutes to speak with someone in Malaysia. I am going to the outlet now owned by American Freight and demand they take my appliance back with FULL REFUND or i will take them to Small Claims Court with all my evidence.

Don't buy from Sears Outlet. I purchased an Out of Box refrigerator which included pictures. What was delivered was not the refrigerator that I purchased. The delivered refrigerator was severely damaged and had been previously used. I called Customer Service whom agreed that the refrigerator could be returned since it wasn't what I purchased. The CS rep tried calling the Marietta, GA store *******737) and no one answered. Since the CS rep couldn't get them on the phone I was instructed to call. No one answered the phone after two days of calling.

I made a frantic and unpredicted trip to Sears Outlet, Shrewsbury today to make purchases for my home remodeling. I was pleased to be met with excellent customer service. I was also happy to find the store and all employees prepared for Covid-19. During my transaction, i made inquiries that required the expertise of the manager and found him to be very knowledgeable and cordial. Thank you and the staff at the Shrewsbury Outlet store.

I used to love Sears, no more. We needed a new washer & chose a Kenmore which we have used for years. We were promised delivery, hookup & hsul away for 3 days away. Next day the auto attendant started calling in a recorded message stating that our order would be delayed. We tried soeaking with Sears 22 times over the next 24 hours with mostly lousy connection quality. Some of the Sears agents almost spoke English. Several said Sears does not install but will leave washer in driveway. Some agents said they would call back with answers, but didn't. Finally an agent who could communicate said delivery would be delayed 3 weeks because the warehouse was out of inventory.

It seems rather basic that inventory would be checked at the time of the sale one day before. Duh!

We canceled & purchased a different brand, an even better washer at an even better price with next day delivery.

We will never buy Sears again. So sad.