*****WARNING DO NOT USE THEIR DELIVERY***** My husband took off work to be at home durning the delivery time for our new bed,10:30a-12:30p. At 12:25pm he called to see what was going on and they said the driver was on the way. At 2pm he called again and they said it it was on it's way. After that I started calling the number they gave me for delivery. I would tell them how frustrating it was that my husband was missing work and the bed was not there and all they kept telling me was that they would email the company and we should be expecting a phone call soon from them.... I called them three more times after that and they kept saying the same thing. I asked to speak with a manager twice and they told me there was not one available at the moment but they would give me a call back TODAY. Ya that didn't happen. After that my husband received a call from the driver (4 hours later then they were supposed to be there) and he said sorry I didn't have your number but our truck broke down 4 hours ago. That would have been nice to know! After that I called the store and spoke with a salesman in the mattress department and he said they use that excuse all the time!!!!! Well we obviously cancelled the order... Hopefully we get our money back. If you want to find more on this topic just google "sears didn't deliver" and you could read all the horrible experience we wish we did. read more

WORST CUSTOMER SERVICE EVER. I purchased an item in-store on 9/6/14. The item was damaged so I called the store and there were no replacements within a 50 mile radius. The store offered to come pick up their in stock item as a replacement (just the broken piece). I drove 40 minutes each way and picked up the replacement piece, when I got home, it didn't fit the item. I called and asked them to reorder me a new item and I would pick it up at the store when it arrived. I was told that was not an option. I spent more than three hours on the phone trying to determine a solution, after seven attempts to the store, with no answer, I was redirected by customer service to a parts hotline. This was just another run around as it was not possible to order jus the "broken piece." Finally, Chirstina, a manager at the Sears Grand store in Thornton, CO told me I had to have "haul away" from my home. I made arrangements for the delivery (a week away) on 9/29. The item was delivered, and again, didn't fit the product. I called immediately and was told again I had to reorder a new item and have it delivered and hauled away again. I was told the first appointment was 10/6. I was scheduled to be out for work, but changed my flight ($600) to make arrangements to be available. I was very specific and advised that I was only available for delivery after 5pm. I was told this was not a problem and nothing would be scheduled before 6pm. I didn't receive a call, as I was supposed to on Sunday evening to give me my delivery window, so I called this morning at 7:30am to get more information. I spent 30 minutes on the phone explaining the situation and she said that my delivery window was confirmed for 3-5pm. NOT ACCEPTABLE. I was very clear that I made specific arrangements and changed my flight to have it delivered after 5pm. It is impossible to confirm a delivery, when no phone call is made. The customer service representative said she was going to transfer me to a supervisor. I said DO NOT transfer me unless the person can make the necessary changes to get the appointment after 5pm today. I asked three times to confirm that she had explained the situation to the supervisor so I didn't to start over with the explanation. There was no effort to warm transfer me, this has been the WORST experience ever. The supervisor got on the phone, I asked "did the representative tell you about my situation?" to which he said "no, please tell me how I can help you today." I told them to go F themselves and hung up. It's time you figure your sh*t out. I have spent more than eight hours on the phone trying to get this addressed and resolved (all documented with dates/times and names). You have the worst customer service. You have the worst communication with customers and your stores. It's impossible to talk to anyone who can make a difference or resolve an issue. Anyone who makes a commitment on behalf of Sears doesn't follow through. It's time to figure it out. If you don't figure it out today, and deliver after 5pm today. This has been going on for nearly a month; totally unacceptable. read more

I wish I could give them a less than 0. I have been on the phone with them for over 4 hours and a half hours, not including the 58 Minutes to place my other through the chat room, since there online system would not let me place the order. Kirsh in my chat was very patient and polite. I got an email the minute I got out of the chat stating my credit card was denied. I had ordered a mattress, headboard and 2 tv mounts. Totaling 1,211.20, they were telling me they cancelled the mattress but were still billing me the 1211.20. RED FLAG, I had enough in the account, top cover the full 120 dollars. . I've called back and spoken to 5 different individuals. The Manger I spoke to, kept call me sir, which I corrected her, but still continued with calling me Sir, so I hung up. Got a great gal, but due to trying to get stuff done after my marathon phone call, it accidently hung up. I then got Glenn, Glenn did offer me a small discount for the inconveince. I had ordered a mattress, headboard and 2 tv mounts. Totaling 1,211.20, So the Call with Glen lasted 68 minutes. We tried to use my other credit cards, but due to them running them, they now had a fraud alert on them. I was speaking to Jerry, for about 48 minutes he could not give me the correct figures, he had me paying over 80.00 more than I originally was suppose to pay. So I asked for his manage, Clarece was nice, but lied to me. She told me to just order the mattress and that she would put in notes to state that per last night It was an online promotion for 10% off and she confirmed I was also getting an additional 30.00. I told her I was holding her to this and she said I could TRUST HER. Now I place the order online and call back and get Belle. She is telling me the notes only state that I am to get the 10% off. S, he was only going by what a Manager put in her notes. This is so long, since in total I have been on the phone with Sears for 4 1/2 hours. I've made breakfast, done all my laundry, but missed the first 8 minutes of the Super Bowl. They said the error started because they were selling others products through there site and they cancelled it. So I blame Sears, I just put in 5000 worth of windows with them From this day forward they have lost a loyal customer of over 30 years over 30.00 dollars and 4 1/2 hours I will never get back. I was treated rudely, was made promises that were not kept. In this day and age, customer service is our most important department. Your CSE Department just lost you a customer and I will make sure to reach out to as many people as possible, so they don't get treated like me!! read more

Over the past week or so, we worked with Frank in appliances. He was extremely helpful, patient and knowledgable! He also helped us solve a space/layout dilemma that we hadn't thought of! Frank was truly the reason why we made sure to come back. Everyone else we encountered today throughout the store was also friendly and helpful, specifically Peter and Kayla. Thank you to Sears for having such wonderful sales today!! read more

This place was a huge disappointment. My fiancé needed an oil change so we attempted to call to schedule an appointment but couldn't get an answer for about 30 min so we decided to just drive over there. The employee working inside was BEYOND RUDE. We walk in and there were no other customers inside, and the employee is standing behind the desk typing. We approach the desk however he does not greet us, so we greet him after an awkward silence for a few seconds. We say we need an oil change and he responds that we needed an appointment because they do not have any room for drop in's...which was fine...we knew it was last minute so that was a bummer but understandable. He beings typing again, and just leaves us standing there wondering "what next?". I ask him if there is any availability for the next day and he responds that there is a way to schedule appointments ONLINE. I reply back, "Alright, well since we are here its probably just easier to schedule it now". His response was something along the lines of, he is busy and will not get to us for quite a while so we should just schedule online, all the while providing no eye contact and typing as if we are not paying customers. WHAT A JOKE. I will never give this place my money I have never seen such blatant rudeness. read more

I ordered a washer and dryer from Sears.com- Was scheduled to be delivered the next week. The delivery driver never showed up and then LIED saying I wasn't home. Customer service did nothing to help. I had to wait another week for my delivery. I'm done with Sears. read more

Sears sucks! You wonder why you have no business....well maybe your potential customers should be able to get a hold of you! Your automated phone system is a nightmare! After spending the last hour trying to get a hold of someone in appliances, I gave up. Guess what, you just lost a sale for all new appliances. I'll gladly take my business somewhere that actually WANTS to help!! read more

Automotive: Tires I want to give this a 1.5 and that is a bummer that I have to go that low. Yesterday, I was having a really hard time with the online and the customer service from Sears and a really nice guy in Automotive was able to figure out how to get the tires ordered so that I could get my car fixed today. I was very happy when I arrived at 10:45 for my 11:00 appointment. Unfortunately, I had to demand to have my car returned to me at 12:45 because the service team does not have any respect for their customers' time. I told them up front that I did not want any other services because I have a mechanic and would be visiting them soon for an oil change. I specifically stated, I just want the tires. When they finally brought my car out, they also supplied me with two pages of diagnostic read outs. It was suddenly very clear why it had taken so long to change out four tires. I understand that they are trying to make more money by finding additional problems with the car, but I had been very clear that I only wanted the tires, so they should have skipped all the other stuff. I was going to go back to them to get tires for my truck, which I will need sometime soon, but now they have lost my business because they decided it was more important to ignore me. If you value your time and prefer to have your wishes respected, I would not go to the Thornton, Colorado Sears Grand Automotive Shop for anything. They tried to find ways to get more money out of me for automotive work, but instead they cost the store $600 at the very least because I had planned to return for more tires and will not be back. February 29, 2016 read more

I agree with the other customers on here. I received the absolute worst customer service at this store today. I bought a treadmill online. It said I could pick it up at this store. When I drove there to pick it up (20+ miles), they didn't have it ready. When they went to get it, I found out that the store actually didn't have it in stock. They had pulled the floor display and tried to load it in my car without telling me or offering me any consolation for trying to give me a used product with a voided warranty. When I talked to a manager, she blamed Sears.com and told me they were actually a different company and it was their fault so she couldn't do anything. They said they couldn't even call Sears.com to figure it out. I called Sears.com myself and they told me that the store showed it in stock. So it was the store's fault. They agreed to give me a discount on a different model through the website. I had to get my refund from the store because they had tried to load the display into my car so the online store showed that I had picked it up. I went to get my refund and they put it back on my card without asking me if I wanted cash or store credit; either of which would have been better cause I could have ordered the one I wanted from the online store. Now I have to wait for my money to come back into my account. No wonder this giant store was mostly empty on a Saturday. read more

I went into this Sears yesterday with a broken pressure sensor for my Kenmore Washer and handed it to the part department guy to get a new one, he dug around, found it and it was $120. They told me it could not be returned once opened. I got home, opened it and it was the WRONG part that looked similar in the packaging. It is their job to double check the numbers. I went back today and they threatened to call the police on me after basically stealing my money. Not a pidly $10 part either, mind you. $120 for basically a piece of flipping plastic!!!! I told them to call the police so I could have the video surveillance pulled of me handing the guy my broken part, and all of a sudden they agreed o give me my money back. Terrible service, rude and tried to steal my money and break the law basically and argue that it was somehow MY fault. I still don't have my washer fixed, they refused to go look for the correct part. I will be dealing with the Corporate office on this issue read more

ABSOLUTELY HORRENDOUS CUSTOMER SERVICE. Been a Kenmore Sears fan for 30 years. Would never go anywhere else. They last 3 times I tried using their warranty they have screwed us over time over time. The current one we are dealing with is our refrigerator which has been out for 16 days. We had to push to try to get them here within two weeks. Suppose to show up at 1-5 o'clock. Called at 5:30 to tell us to reschedule. Called to reschedule. Said they would be there by 6:15. At 7 we called and they said they came to the house and we weren't home. Got hung up on 2 times. They suck at customer service. Now they are telling us to rescedule again. NEVER BUY KENMORE AGAIN. 30 YEARS A LOYAL FAN MORE. BY THE WAY. THEY JUST CALLED AND SAID SINCE THEY COULDN'T MAKE IT TONIGHT, THEY WOULD BE HERE 10 DAYS FROM NOW. 26 DAYS WITHOUT REFRIGERATOR. JERKS, JERKS, JERKS. Bought my new washer and dryer from Maytag at Home Depot. All my appliances will now be form anywhere besides Kenmore. read more

Ohhh, the tale I could tell you. Bottom line, I ordered an LG top of the line washer and dryer with pedastals to the tune of more than $3000.00. It took them weeks to get a working washer and dryer in my house. The washer gushed water all over my laundry room floor before the delivery guys left and the dryer did NOTHING! Finally got that taken care and then they didn't have the correct mounting brackets for the pedestals..3 MONTHS LATER I STILL DON'T HAVE MY PEDESTALS INSTALLED!!! They don't answer calls, there apparently is NOBODY higher then the store manager to speak with and he doesn't return calls, customer service is a joke (I've spent hours on hold with them listening to a variety of lies, theories, thoughts and more lies). How, how, how is this company still in business??? And just for the record, no, I am not THAT customer. While I'm sure they hear the frustration in my voice I have not, at any point been rude or belligerent. I have gotten forceful with them but honestly, they simply do not care about their customers. I know that customers threaten all the time to cut up their card and never shop at a store again, but I can honestly say I am done with Sears. In fact, I needed a replacement hand towel for the set that I purchased at Sears and I can't find anywhere else...instead of going into Sears to buy the hand towel I donated the set to charity and went to Bed Bath & Beyond to purchase a whole new set...that is how done I am with Sears. read more