Sears outlet, the delivery and outlet service are horrible. Due to there miss communication, I moved to a new house and I am stuck with fast food everyday and buy milk and stock in outdoor cooler. The delivery is suppose to happened on April 26, now its may 11. Date of experience: May 7, 2020I 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. Service Shipping Returns Date of experience: December 24, 2022Called 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 Date of experience: April 4, 2024We 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. Date of experience: November 13, 2020The item was misrepresented. I spent countless hours trying to make it right. The very worst service - missing shelves, broken promises. Waiting for 2 years for damn shelves. My tenant is very angry. I am SO VERY sorry I bought from Sears outlet. Date of experience: July 21, 2020The 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 Date of experience: November 28, 2020New 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. Date of experience: October 28, 2020I 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. Date of experience: May 29, 2020Beware buyers. They claim the items they sell are new (out of the box or whatever but new) but they are not. Mine was actually used (it had water in the lines when I got it) and the machine has missing pieces. Mine had missing parts from the Agitator). I think they should tell these things to the potential buyers so we have something to go by and make a decision. I am never buying from there again. Date of experience: May 12, 2020We 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. Date of experience: December 1, 2020I 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. Date of experience: May 9, 2020Purchased 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! Date of experience: February 27, 2021We 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! Date of experience: July 22, 2020I 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. Date of experience: May 1, 2020Ordered 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. Date of experience: May 29, 2020Don'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. Date of experience: May 16, 2020Purchased an AC unit 3 weeks ago, has yet to be shipped. I called in almost daily after the first week, the only response I got was "we will contact you with updates within 24-48 hours" or "we have acknowledged your concern"... I am still waiting for my order to get shipped, this is 3+ week now, unbelievable. The most frustrating part is they don't care, and shoots you away when you call with false promises of finding out what the problem is. Incredibly frustrated, please be careful purchasing from these guys. They hold onto your money and doesn't make an effort to ship, and they don't even have the courtesy of informing you about delays or problems. You will just sit there and wait wondering where your order is. Stay away from these guys, simply incompetent shipping system and customer service. Tip for consumers:Don't expect them to update you with anything, there is no option to even return an item on their site. Service Value Shipping Date of experience: September 27, 2017I 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! Date of experience: July 14, 2020Worst experience! Stay away from Sears Outlet. They will break you pipe and say it is none of their business because your pipe is too old. But everything works fine and no leak before they came. Don't waste hundreds dollars to test them. Date of experience: June 9, 2018Called this morning and refrigerator with warranty is being delivered tonight. The sales associate followed through and was kind! Her name is Angela Harris! She is worth the call to get things done right! A true Blessing Sears has been today! Date of experience: July 6, 2019Ordered a tool 7 weeks ago and never got it. No response to my email inquiry. No phone number to call... of course the sears outlet physical store couldnt help me with my problem... after 3 weeks i told my credit card company ot was a scam... 1 month later still waiting to have my $ refunded... Date of experience: February 21, 2020My refrigerator died and was in need of one today. Went to the Sears Outlet in West Haven, CT with worked with Natalie. She showed me several models that would fit my space and had the features I wanted. And then she let us peruse them on our own, so we could talk and decide which one we wanted. She was very easy to work with. We ended up purchasing one with a 5 year warranty and the price was pretty good. I am happy with the service Natalie provided, and plan to return in the future when I need other appliances. Date of experience: January 29, 2020Kathi C. Was amazing and she gave us great information on the appliance we were looking into. Very happy with our purchase! NV sparks sears outlet is where to go if you want great customer service by Kathi C. Date of experience: May 8, 2019The store on 110th Ave N in Saint Petersburg, FL. Went in to buy a stove. This is a dent and ding resale store. The salesman was the most charming man I've ever met. Showed me exactly what I wanted. The price was 35% less than the retail store. The stove had one small nick in the paint. I can fix that with an enamel repair kit. Was impressed with what they have to offer. Never knew they existed til a friend told me. Tip for consumers:Know the price of the item as retail before you go in. Know what the sale prices usually are. Look carefully at the item, looking for the damage and assess if it's easily repairable and worth the effort. Service Value Quality Date of experience: February 9, 2015Finally after better part of 4 weeks I got a call in which party asked me if I still wanted tool box. I explained about the delay in picking up was due to no one informing me that it had been delivered to store for me to pickup. Shame of it is that Sears in the past had been a great store. Date of experience: August 21, 2019