They open at 9. It is after nine and they still don't answer the phone. There is no recording of any type and no way to leave a message.
I have received very poor service from this store over a period of several years. About 5 years ago I bought two dehumidifiers and bought service contracts for both of them. A year later I brought them in for the annual maintenance that was included in the contract. I was told that they had no record of the service contract for one of the dehumidifiers but did have the other one and took it to be sent in for service. Over the next several weeks I inquired regularly about when the unit would be returned. I was told by the owner that he had no control over this as the service was done by another entity in Sears and he could only wait for it to be returned. When it had not been returned after a few months he gave me a floor demo model, which he stated I could use until my unit was returned. As of this date approximately four years later, it still has never been returned to me.
I recently purchased a air-conditioner from Sears online to be delivered to the store. I did so only because the only manufacturer of the type and size of air-conditioner I needed was Sears. It was never delivered, however, and the store owner stated that, again, this was in a part of Sears over which he had no control. He offered to order and air-conditioner, which he did and was delivered several weeks later. When I install the air conditioner, however, the remote control did not work. I brought it back to the store and the owner stated he would send it in to be repaired or replaced. That was approximately six weeks ago and in my call to the store today they state they have no information about the status of my remote. This is in spite of the fact that when I spoke to the owner almost 2 weeks ago he stated he had an email that the remote was due to be delivered in the next day or so. I will have to wait and see as to whether my remote control unit has gone the way of my dehumidifier.
My boyfriend and I went to buy a mattress and had a wonderful, informative, no-pressure experience. Our salesmen was incredibly knowledgeable and took the time to help us, first time buyers, by pointing out different things about mattresses and walking us through the steps. They do price matching but not with all websites. When we found the mattress we liked at the store and found a cheaper price online from a website they weren't able to match they took the time to find us a store where we could get the cheaper price. They even gave us tips on what to watch out for and how to approach other stores so we could get the best possible mattress. They were SO NICE. I can't say that enough. We might not have bought our mattress there but we'll be back to check out all the other appliances that we'll need for our new home.
One of the frustrations in this issue is that the store owner keeps denying any responsibility for these problems, and seems to make no effort to rectify the problems, although his store has a prominent Sears sign on the front of it and all of these transactions occur through the Sears Corporation. The other frustration, clearly, is that I keep having items that I return for service never returned back to me.
Buying our washer/dryer was very easy. The staff were knowledgeable and helpful. There was a problem with the installation, which the owner personally fixed, at no cost to us. We really appreciated the exceptional service and would buy here again.
Excellent service
Sears Hometown Store is a US Hardware Store based in Hadley, Massachusetts. Sears Hometown Store is located at 189 Russell St, Hadley, MA 01035, USA.
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