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| - I am only giving these people a star, because there aren't any options for "zero" stars or "minus" stars.
My husband and I came here on Black Friday 2014 for their too good to be true offers, and that's exactly what they ended up being... "too good to be true." We had just purchased the home of our dreams and now we needed new appliances. Sears Outlet was offering a washer and dryer combo for $995 (new), and their 4 door Samsung touchscreen fridge was only $1300 (new, but dented). We purchased over $2700 from them that night.
We had already begun remodeling our new home so we asked the clerk if they could hold the appliances in their warehouse and if so for how long. We were told they could hold them until we were ready to pick them up. We were finally ready to pick them up last month. My husband picked them up and took them home. Took the washer out of the box, looked beautiful and worked perfectly. Then, he took the dryer out of the box, and to our surprise it had a huge dent on the side and the door wouldn't even close. He then plugged in the fridge and a bigger surprise, it wouldn't even turn on... He immediately called Sears Outlet and let them know what was happening. We were told to bring everything back and they would exchange them, so we did. We drove from Oakey and Jones all the way to Horizon Ridge and Eastern in hopes of exchanging the broken appliances for new ones.
When we get there the first guy we spoke with was extremely helpful and he apologized for the inconvenience. He brought the appliances inside their store and called the manager, Saul. When Saul came out to where we were waiting for him, he looked pissed. He didn't greet us, nor did he ask us what was wrong with the appliances. I am a manager myself, and I know how you are supposed to treat your customers, especially when they are being affected by a mistake that the company did. He plugged in the fridge and because he was so angry he began kicking some empty boxes in front of him. He tried unplugging the wire from the back, resetting it from inside, and my husband who is a construction worker and mechanic told him he had also tried doing all of that and nothing worked. Saul didn't even acknowledge my husband and continued. He then went to the register and "helped" someone else.
Then this lady associate approached us... (God I wish I could remember her name). She was , let me put this in the nicest way possible... RUDE! We showed her how the dryer didn't close and all the dents on it, we showed her how the fridge didn't turn on and we told her we had called and were told to come back in and exchange them for new ones. She then proceeded to say that we could exchange them, but they didn't have anything there for the same price so we would have to pay the difference, because of course they would not honor the offer from Black Friday. We told her that as a courtesy to us they should at least honor the offer so we could pick similar models at the same price we'd paid in November. She just wouldn't do it, so we told her we'd like our money back. Well, too bad for us, because they don't do that either. They would only give us store credit!! I was beyond frustrated, luckily we had taken my brother in law with us and he was not able to hold his anger back and began yelling at her, telling her how she's pretty much screwing us over and it's not even our fault!! This other associate passed by and asked if there was anything he could help us with and I told him, "well, we're f***ed one way or another..." then he replied, "let me see your receipt, I might be able to help." Of course, the "lady" associate had the receipt in her hand so she said, "I don't need your help, I got this." After more than 15 minutes arguing back in forth, Saul (who was sitting at his desk, across from us) said "just give them their money back."
Those two, Saul and the lady associate, literally made me feel like crap. Saul didn't even acknowledge us when we first came in and this lady didn't care that they provided us with "brand new" appliances that didn't work!!! All she kept saying was "you should have paid for the warranty." Which was $700 for just the fridge, and why would brand new appliances need warranty? You'd think they'd be working when you first take them out of the box...
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