Sears Appliance Outlet / poor customer service
While purchasing a washing machine, we were forced to purchase the pedistal. We were told that since they are assembled together in the store, they must be sold assembled. So we have to purchase it, take it home, remove the 4 corner screws and return it for our money back. So, we did it. Then, the sales rep from the Torrance Sears Outlet, gave me the model number, but it was the wrong model # for the matching dryer. After getting the truck ready, getting help to pick it up, and droving an hour from Torrance to the Ontario store, they had the wrong washer on hold and the one we wanted wasn't available. From the Ontario store and two hours later, we head off to the Santa Ana store, because we were told that the matching dryer was there. I get to Santa Ana by 8:45, I would have gotten their 5 minutes sooner, but the warehouse guy who answered the phone after 14 rings gave us the wrong directions. Once we enter, the lights are dim, and I needed a flash light to make sure I can i.d. my dryer. Then, the rep informed us that we would not be able to pick up our dryer since they closed in 9 minutes. I said, "I did not drive all the way out here and deal with all of the Sears drama, just to leave without my dryer. When the manager came, he was so rude saying, "Sorry mam, no exceptions. I'm not going to discuss with you. Do you want my corp. number. I can give you your money back if you have a problem with how we do business." Then, he lied and said that he made several announcements about picking up appliances. I couldn't believe how rudely he treated me and the attitude that the manager gave me in front of my husband, kids, and nephew. I finished my transaction at 8:59. We would have hauled the dryer away ourselves. That is why I problem help and a truck. I will never purchase anything from Sears again. After decades of quality service from house hold name like Sears, my children will probably not patronize Sears because of all of the problems and drama they watched unfold trying to buy a washer and dryer. The bottom line is that I have wasted my time, gas, and money, which is probably equivalent to the savings that I received if I would have just purchased the appliances at my nearest Sears store.
Here is a summary of a few of the unprofessional ways that the store manager in Santa Ana treated a 30 plus years of being a loyal dedicated customer was treated:
a) He refused to check the transaction time which prove that I should be able to take my dryer.
b) The sales rep had to call him on the P.A. system 3 times before he would finally come out, which at that time, was at least 7 minutes past closing when we were finished 1 minute prior to closing.
c) He said that he made announcements on the P.A. that the pick ups would not occur after closing, which not one of us (5 in total) heard.
d) He refused to provide additional information which would help me to understand better why I could not receive my item that I just purchased.
e) He was curt, matter-a-fact, and abrasively rude.
f) He was unfeeling and uncaring especially when I told him that we have spent hours driving from store to store, city to city, due to no fault of my own, but with Sears and my kids had not eaten dinner.
g) He said that if I didn’t like his final decision, that I could happily return my item and get my money back.
h) He would not allow me to carry my own appliance out of the store and said that if I attempt to take that I would have a problem with him. He would not allow me to do so and crossed his arms. (As though he would physically fight me for my purchased merchandise).
i) When I took offense to his posturing, he said, “Here, would you like the corporate number? Let me write it down for you.” (In a cocky manner)
j) Looking back, it seemed as though if anyone came in after 8:30 p.m. they probably weren’t going to get their merchandise that day. He was already shutting the store down well before 8:45 when we arrived.
k) He wouldn’t even explain why he wouldn’t let us carry our appliance out of the store. If I bought a microwave, I could leave with it.
l) My husband assumed that maybe the workers would have to carry it to our car for us and that the manager didn't want to pay them overtime. But, whatever the case, the manager never exclaimed it. He just said, "No, sorry!"
l) He called one of the sales reps to open the door for us as we left as though he was security attempting to kick us out of an unwanted place.
m) Before he slapped the door on us, he sarcastically said, "Have a nice day." BAMMM!
I guess we wouldn't let the door hit us where the good Lord split us.
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