Sears Hometown Store Reviews (%countItem)
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Sears Hometown Store Rating
Address: 8055 E US Highway 24, Manhattan, Kansas, United States, 66502-8166
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Bought a refrigerator from Sears Hometown in *** mid ***. In *** the water and ice dispenser stopped working. The number we were given told us we needed to change the filter (which we thought was a little strange) but we ordered a $*** new filter and installed it. Did not fix the problem. Called a different number and spoke to someone and was told it had nothing to do with the filter and we needed to schedule a service tech to come out that was around ***. That appointment was scheduled 3 weeks out for ***. Two days before the Tech arrived the water and ice dispenser started working again so when the service Tech arrived he wouldn't run any kind of diagnostic test on it and kept saying there was nothing wrong so he wouldn't do anything, That we needed to get someone out right away the next time it stopped working. This lead to a big argument between us and he stormed out. At that point we called Sears Hometown again where we bought the refrigerator and was told he would e-mail someone about the problem we had but that was all he could do. He also gave us some more numbers to call about service problems if you have them but they all seem to route through the same place in the ***. The dispenser worked for a week and then would stop working for a day or two and start back up. Late *** the dispenser stopped working again for about 5 days so called the service number to schedule an appointment. Was scheduled for ***. Explained and explained what we had been told about getting someone right out and nothing changed. The soonest they could come. Called back to Sears Hometown where we bought it and was told it was out of their hands once it was sold but he would email someone. I asked to be CC on the email but was told that was against company policy. When I became angry was told and I quote,"Well, it works half the time. " Again was given numbers to call about problems
Product_Or_Service: *** Refrigerator
Repair Continued: and all ended up at the same place at a Call Center in the *** (same place you call to schedule service appointments). *** comes and we got notified of our appointment between 8:00 and 5:00 and no one showed. We called in and they said we had to reschedule for *** (again another 3 weeks out). My desired resolution is to get someone here to fix the refrigerator and to get some help from the place we bought it. Or return it and get our money back.
Customer did buy refrigerator from our Sears HomeTownStore and she purchased the 3 year protection agreement. As a store we new nothing about the first issue with the water filter being purchased.
On the next issue did receive a call from customer about situation where tech went out to work on the refrigerator and the machine was still working so the tech according to her could not do anything since machine was working. During this time store received numerous call from customer this situation. Store passed this information to the third party company that does the service work for Sears every time we heard from customer. Customer wanted to be included in these emails, but since it was a third party company did not feel it was the correct thing to do to give out that companies information. Customer would become very combative and call store employees liars saying we were not sending these at all.
I knew they had a *** appointment then I heard from the customer that no one showed up, again I contacted the company that does service and they did tell me there was a mix up on their part.
Finally the husband called me, and we had a good talk about the situation. I shouldn't have done it but I gave him the direct phone number to the Service Manger for the third party customer to see if we could get this situation taken care of, as the wife was threatening the store with protests and had made some comments on some social media outlets about store employees and the store.
Found out that the third party was out on *** and just the husband was there, and machine was still working. Tech gave the husband his personal phone number to call when the machine started to act up so he would come out and see what it was actual doing.
As a store we have not heard from the customer since my conversation with the husband back in ***. So I don't know if it is still working.
As a store we have done our best to take care of this customer, but we can only do so much when another company is involved.
Below is the notes from the third party
***,, Here are the notes from the service side.
Last call was on *** tech notes below. I had received a call from the Mr. as he was concerned that on the *** a call had been set up but we did not show as the call was not coded right and was not placed on the route properly. I set up a new date with him for the *** and reviewed the problem with him over the phone. He related that the Mrs. was not happy right off due to damage to the home during delivery and that there was a previous call made to the home and the tech could find no problem as everything was working fine when the tech was there. I explained that we really need to find a part failing otherwise we are just guessing and no telling how many attempts would be made before the problem was fixed. We also talked about how the tech was treated last time he was in the home and he agreed to help out and said that he would work with the tech and try to avoid the hostile work environment that had existed when the Mrs. was there. He seemed to understand and said that he would work with us. Looks like the tech provided his phone number to the customer so that if it acted up in the future he could go through some tests over the phone to try to determine what the problem is. I see no records of any calls from the customer since the last service call on ***. I also listed all the techs comments from prior visit for your records.
Technician ID . . : *** Call date . : ***
Call code . . . . : 20 Description : SP COMPLETE - ONSITE
Arrival time . . : 16:41 End time . : 17:29 RECALL
Reschedule date . :
Reschedule from . : Reschedule to . :
Product reading . :
Technician's : NOTES: OF COURSE ITS WORKING AGAIN/CUSTOMER TO CALL THE TECH
comments . . : WHEN IT QUITS AGAIN
Technician ID . . : *** Call date . : ***
Call code . . . . : 20 Description : SP COMPLETE - ONSITE
Arrival time . . : 08:00 End time . : 08:28
Reschedule date . :
Reschedule from . : Reschedule to . :
Product reading . :
Technician's : NOTES: REF STARTED WORKING AGAIN/CUSTOMER VERY ABUSIVE/UNAB
comments . . : LE TO VERIFY COMPLAINT AT THIS TIME
(The consumer indicated he/she DID NOT accept the response from the business.)
It has many comments that are not the truth. I never called *** a liar. He said I was calling him a liar but I never said that. I just asked to be included in the e-mails because I never hear anything back when I would be told he was going to email someone. I also never made any comments about employees at the store. I just asked if anyone else had problems with service from that store. Other people made comments about being treated rudely there but not me. Many people replied that were unhappy about service and quality of products. Lastly, the first tech that came out got hostile when asked to run a diagnostic test on refrigerator and I in return reacted. So there is a lot of incorrect information in the store's reply. I have turned this situation over to my husband because all I have ever gotten is the run around with this store
From: Hometown Store *** (mailto:***)
Sent: Thursday, *** 10:46 AM
To: ***
Cc: ***
Subject: Re: Case ***
At our store level we did everything that we could for the customer. We have no control on Sears service for the way they handle service calls.
I don't know what more at store level we could have done for the customer, If she doesn't accept it I don't know what else to do.
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