Sears Outlet

Customer Service was over and above. Thank you Judy! Excellent prices. Delivery was yesterday and went without a hitch.

Every employee who works here smokes. The whole store stinks like cigarettes. Ugh! They stand right outside one after another and smoke as it blows right back into be store. Every one of them that we spoke to reeked of smoke!

UPDATE: Because I always want to give Unilocalers the full picture, good and bad. This morning, Dec 27, Tyler called from the North Olmsted store. He could not have been nicer or more professional — even though he probably had an idea that he was calling someone who was thoroughly annoyed at this point (with Sears and with the customer service, though — not with him).
At 7:48 he called me asking which parts I needed. At 8:06 I received an email telling me the parts had been ordered.
There, Sears, wasn’t that simple? I’d even looked up the parts numbers for your convenience. It should not have taken:
*15 days of effort on my part, complete with a Facebook, Twitter and Unilocal campaign (and the help of many friends)
*uncountable phone calls and emails to the store, to customer service and to the parts people, and finally
*a phone call to my credit card company opening a dispute, because I did not receive what I ordered, so I was not ready to pay for it.
No – apparently it took Tyler (and I can’t emphasize enough: THANK YOU TYLER!) 18 minutes to resolve the problem. By contrast, I was on hold nearly an hour the first time I called their customer service number. Couldn’t tell you how many hours I spent on coaxing Sears to send me what I ordered and was billed for. It was hours and hours. Many people said it was going to get done, and it never did (read below for the full details). And until this morning, I couldn’t get anyone at Sears to do 18 minutes’ worth of work making the situation right.
I don’t want to try to count up the hours I spent trying to get Sears to send what I paid for.
And personally, I still wouldn’t shop at Sears again. The big picture is too awful.
But Tyler did such a good job, I want to give him the big shout-​out — and even add a star, even though my total experience was still a one-​star experience — because he was very professional and he alone took 18 minutes to do the right thing.
The original description of what occurred appears below, for anyone deciding whether to purchase something from this store.
— — — — — –
Mid-​November I ordered a KitchenAid double oven from Sears Outlet in North Olmsted, Ohio, and arranged for it to be shipped to my home in California.
December 12 it arrived with some parts missing. I phoned customer service and spoke to Wilma. She called the North Olmsted store and explained to someone named Chris which parts were missing. She then told me that Chris would order the parts the next day, December 13, and that I would receive an email when the parts were ordered.
December 19, I’d heard nothing. I called the North Olmsted store and asked for Chris. He said he had not ordered my parts because he was «waiting to find out which parts» I needed. (I don’t know how he was intending to «find out» — telepathy? — because he’d already waited a week at this point and never contacted me.)
Regardless, I described to him which parts. He said he would order them December 19.
December 23, I’d still heard nothing. I called the North Olmsted store again. I summarized the problem. I was told by the man who answered the phone that everyone was «too busy» right now to speak with me, but that someone would call me «right back» — no one ever called me back.
In the meantime, I called Sears Parts to verify whether any parts had been ordered. No. I then asked Sears Parts whether I could order the parts myself, since I have the part numbers in front of me. I was told no, the North Olmsted store had to order the parts.
So I’m at an impasse, you see, because I’ve contacted the North Olmsted store ***three times now*** with a clear explanation of what I needed, and no one there seems to have any intention of helping me – or even returning a phone call at this point.
On the 24^th and 26^th I had a couple emails back and forth with SearsCares. I also had a phone call from a SearsCares person named Rashalyn on the 24^th. She assured me SHE would contact the North Olmsted store and make sure the parts got ordered. The parts were going to be ordered «for sure» on the 24^th or the 26^th. She was going to send me an email with her contact info right after my call (she didn’t) and she was going to send me an email as soon as the parts were ordered, the 26^th at the latest.
Well hey, it’s the evening of the 26^th. I’m hearing crickets. So far, no one has managed to spur the North Olmsted store to action.
By far it’s been THE worst customer service experience of my life.
I would absolutely NOT recommend that anyone do business with this store, ever. I certainly will not.
(Hey by the way Sears, I lived in the Cleveland area for 7 years and still know a lot of people there, all of whom will be warned not to make the same mistake I did.)

Free clothing item on Tuesday’s like them on Facebook! I absolutely love how cheap the clothes are here. You can find some really good deals if you take the time to look around. For the most part pretty organized and clean too. I was only coming here on Tuesdays for the free piece of clothing but now I’m hooked :)

Good store and nice staff. Good prices on S&D stuff. Unfortunately the delivery and install was an absolute nightmare – cancellations missed appointments and for me missing many days work, This is general for Sears so YMMV.

For real estate, it’s LOCATION, LOCATION, LOCATION
For major appliances, it’s MEASURE, MEASURE, MEASURE
For appliance payment, it’s Giant Eagle GIFT CARD,
GIFT CARD, GIFT CARD
Don’t overlook those barely noticable parts
when measuring for a new BIG appliance.
If you’re in the market for a larger appliance, I’m going to give some sound advice — less than one-​eighth of an inch worth — but one that may save you money, time, aggravation, inconvenience, unpleasant surprises, mangled woodwork, and maybe even an electrical fire (if you weaken and make a last minute decision to become an amateur electrician).
Bought a very nicely-​appointed, well sale-​priced refrigerator from Sears Outlet. EDDIE was my exceedingly helpful, knowlegeable, and friendly salesperson. (MARA — as of May 8, is in training, but has had previous sales experience, so I can recommend her, too.)

Must-​Do-​But-​Not-​So-​Much-​Fun Steps…
1. Using a tape measure, get precise dimensions
in your home. Measure widths and heights of any
door or open area — that might be of questionably
adequate size — that the new appliance must pass
through. (Also with doors removed — if it happens
that this might be a necessity. No… you don’t have
to remove them to do this.)
2. Look for any possible delivery-​day obstacle course,
such as furniture or lower hanging lighting that might
need to be removed or temporarily held back when
appliance is delivered.
3. Measure the appliance you are replacing PLUS the
space that your new appliance will fit into: heights,
widths, and depths.
4. Make a sketch of above with all these measurements.
(List is ok, but a rough sketch with accurate measure–
ments is better.)
5. Verify which stores offer gift cards at Giant Eagle.
Don’t purchase any until you’ve found the appliance
you want. (Gift Cards cannot be returned.) Now
you’re ready to go shopping!
6. Using a tape measure, get all extreme dimensions of
each new appliance you’re interested in while refer–
ring to your sketch or list. And don’t forget that back
panel — it might be flat/​flush with the frame or be 2−3″
deep. Some may have something that’s barely notice–
able, such as a few seemingly innocuous half inch
clips that tubing runs through. In a tight fit that can still
do damage — to the unit itself, and your home. By
measuring exactly, you’ll be able to either quickly
eliminate or seriously consider. (Verify with sales–
person, but most hinged parts (like doors and freezer
tops) are removed — or can be — before delivery, so can
be excluded when measuring.) Because some stores’
delivery charges ($ 80−150+) are non-​refundable,
accurate measuring is important.
FUN Steps…
7. Make your choice. Ask them to hold that order for
payment until you get Giant Eagle gift cards to
purchase. (They carry Sears. Check for others) Make
the purchase.
8. Fill up your gas tank at «Get Go» for less than 50 cents
per gallon! (Savings amount will depend — of course
—on your accumulated discount and «cents-​off– gas»
specials they’re offering at the time.)
It was at #6 where I could have ended up having a major headache, if not for
waking up the day after I ordered a refrigerator (not here — from a different store) and thought I’d better re-​check dimensions on that new one.
Sure enough, I found a small 8″ x 10″ back plate near the bottom of the back panel that I had overlooked because it was low and shallow. It added nearly ½ inch more. That meant I’d have about a single hairs width on each side of a door that fridge had to fit through. I asked if that plate could be removed before delivery, since that would solve the already fairly tight-​squeeze problem. No. Because it was covering all the electrical stuff, only an electrician could safely remove/​replace — none of their delivery staff could because of liability. I’m game to try just about anything, but will never play around with electricity — it could leave a mark, leave me fried, or leave me dead. Reluctantly, I cancelled this order.
Had I not had the presence of mind to more closely re-​examine that back panel for something I might have missed, I could have ended up with another $ 300 – 400 less credit on my card, for the non-​refundable delivery charge, and to pay for repairing/​replacing scratched and gouged-​out woodwork.
.
Happy Ending. I found a GREAT new fridge here at Sears Outlet — plus 2 fine, good-​humored employees.
**** Correction to previous review ****
The fridge I purchased was not a floor model. They offer both floor models (some may have slight damage, some more), and also brand new (style chosen from floor model, but new one shipped).