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Sears Hometown Store - Gaylord, MI - Reviews page 1 - Judysbook

Sears Hometown Store

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1150 S Otsego Ave
Gaylord, MI 49735
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(989) 732-7500
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Sears Hometown Store - Gaylord, MI
Sears Hometown Store - Gaylord, MI
Sears Hometown Store - Gaylord, MI
Sears Hometown Store - Gaylord, MI

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We ordered a gearbox for our 2 and a half year snow thrower after it broke down. It took 13 days to arrive. During that 13 days my wife called to check on it several times because...

Terrible service 3/6/2009

We ordered a gearbox for our 2 and a half year snow thrower after it broke down. It took 13 days to arrive. During that 13 days my wife called to check on it several times because they said it was on backorder, but that we could keep checking back to see if they had any new info. Two of the times the guy that answered acually said that they had no way of checking on the status of orders. Eventually my wife got ahold of a woman there that was able to tell her what day it would arrive. After 13 days of not being able to do snow removal on our long driveway in the middle of January, it finally arrived. Unfortunately it was the wrong part. After four calls over a period of four hours, the store finally got back to us and confirmed that it was the wrong part and that it was their mistake. Not only did they not apologize for the mistake, but they refused to send out the correct part by way of express shipment unless we paid $44 extra for the express delivery. It is one thing to make a mistake and to be much less than helpful over the phone, but it is ridiculous to tell us that we have to pay extra in order for them to fix their mistake in a timely manner. This is not the first time that we have had poor service at this store, but it will be the last because we won't be going back even though we will have to drive further to go to a different Sears more

Much better service! 3/6/2009

Yesterday I wrote a review titled ""Terrible service"". Thankfully I now have some positive things to add. Shortly after I wrote the review yesterday, my wife filed a complaint with the national department that Sears has set up for that sort of thing. Either that department got through to my local Sears or maybe they had a change of heart on their own, but we just got a call saying that they changed their minds and shipped our replacement part overnight delivery at no extra charge to us. Living in an area that gets 150 inches of snow each year, the quick service is much appreciated. more
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Editorial

  • In Short
    Founded in 1893 by Richard Sears, this well-known brand has come to symbolize consumer trust and value. In addition to selling appliances and electronics, Sears repairs major...

  • 8/12/2008 Provided by Citysearch

Additional information

  • Hours:

    M-Su Closed
  • Payments:

    Visa, American Express, Master Card, Discover, Cash, Diner's Club

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