Absolute worst experience I have ever had with any retailer. I bought a Craftsman Pro Series 54" Riding Lawn Mower in Butte in March. The very first time I had it out on 4/30/16, it ran for 30 minutes, and then it would not move. I towed it into my garage and called the local Sears, speaking to Bill. He said to bring it to the store for him to look at. 2 days later, I pushed the inoperable mower onto my trailer, and took it to the store. Bill was there and instructed me to take it to Sun Rental, as they were handling all of their warranty work. I took it to Sun Rental, where it sat for a week. Sun Rental then called me and said Sears would "not authorize them to fix the mower as they were not authorized Sears repairmen. I told them to fix the mower anyway, and I would fight with Sears later. At this time, I called Bill at Sears, again, and told him of the situation. He said he would straighten things out and call me right back. I never heard from him. I called and left a message for Bill, three days later, that was unreturned. The following week, Sun Rental called once again and said Sears would not let them work on the mower. My wife went to Sears while I was at work and complained to them. I got a call from Sears stating for me to bring my mower back to Sears and they would order me a new one. The next day, I loaded my trailer, pushed my inoperable mower onto it, and hauled it to Sears on 5/18/16 where I spoke to Bill, once again. He had me offload the mower at the back of the store, with no assistance, and leave it. He said he would had ordered me a new 54" Mower to replace my defective one and that it would be in on 5/21/16 or 5/22/16. I called on 5/22 and was told the mower would be in on 5/25/16. I called Sears on 5/25/16 and was told the wrong mower had been ordered (42" instead of 54"). They also said my replacement would be in on 5/31/16. I now have no confidence in Sears ability to service this mower, have been to Sears at least 6x and made at least a dozen calls to them. Nothing they have said they would do has been done! I still do not have a mower after a month, and my grass continues to grow. Horrible customer service, horrible experience, and overall a horrible store!
I wanted to follow up with you, regarding my previous letter above. To date (6/14/16), I have had very positive service from Terry (Store Owner), regarding this matter. I received my replacement mower yesterday, received reimbursement for my mowing, and returned blades bought for the previous mower. Terry was excellent to deal with through these matters. I heard that Bill is no longer with Sears. He was the bulk of my problems, so I am not sad to see him leave. The service from Terry is what I expect from Sears, and I was very glad to see that it still exists.
Great service!
Quality service and fair pricing
Sears Hometown Store is a US Hardware Store based in Butte, Montana. Sears Hometown Store is located at 3703 Harrison Ave., #G, Butte, MT 59701, USA.
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