Sears Hometown Stores

Never been so disappointed in a purchase.

Sears seams as though they really could care less.

I waited many many years to get a traitor mower and finally decided on a Sears Craftsman after all I have been buying craftsman tools for 30 years. I bought the mower in Feb.. I took it home and bought a cover for it and a grass bagger. I was very excited and in a strange way couldn't wait for grass season to arrive. A few months later grass season was upon us. I cut my grass and noted my blades were tilted inward and cutting my grass very uneven. I went back to the store and asked them to swap it out. Although the mower had been parked I was told the return policy was 30 days. So first lesson don't buy from Sears out of season or you will not receive the same service level as you would if you brought it home and used it right away. So I called the warranty department and they sent out a tech. He said I had properly leveled the deck and left. I used the mower for a month while constantly well aware of the uneven cut and the brown streaks it was leaving in my yard. I called the store again and was once again directed to Sears corporate. I then decided to call customer care and shared my story. I spoke to a manager and was told that because I did not buy from a Sears store there was nothing he could do until the mower had been serviced 3 times. It would be approx 3 weeks before someone could come back out. Apparently Sears Hometown is a franchise and not supported by Sears Corp. and all this time I thought the sign over the door that said Sears and that meant I was buying from Sears. Because I need to cut grass weekly I decided to switch out the blades in hopes that would help and it did not. So here I am with a tractor that I waited 3 decades to buy and Everytime I use it my yard looks better before I cut it then it does after it has been freshly cut. At this point the best I can tell It will be several months before I find out what or if they wil do anything at all to support their product. I called the store again several days ago and was told before I post this review I they would have the area manager call me. I have since not heard back from anyone.



I should have bought from someone that still believes in customer care and service but after 30 years of doing business with "Sears" how would I have known?

Now you know.



#searshometown