Hometown Appliances — Local services in Newport

Updated, February 2017: I'm updating my review to reflect Sears' effort to solve my problem. In addition to writing this review I also sent an email to the Sears store to let them know about my experience. The manager, Mike, responded to my email very quickly. He wasn't aware of my experience before he received my email and he apologized profusely and didn't make any excuses. He said he would like to try to make things right. He offered me a gift card to make up for the money I lost in food. He sent the gift card promptly. I greatly appreciate Mike's attention to this matter and his efforts to correct the situation, I was very satisfied with his follow-up.

Original review, November 2016: Recently bought a chest freezer from this store. Unfortunately, the freezer didn't function properly from the start (stayed about as cold as a refrigerator, if that) and I had to dispose of about $75 worth of food that had thawed. When I called the Sears store, I was referred to Sears corporate and given a 1-800 number. The "solutions" offered by the rep at the 1-800 number were to return the freezer within 30 days of purchase (we paid $89 for delivery because we can't fit a 16 cubic foot freezer in the back of a CR-V or Prius) or to have a technician come out to see if it can be repaired...unfortunately, they couldn't send a technician for 5 days (and told me to expect the technician to arrive between 8a - 5p...not very convenient!) which just so happened to be one day AFTER Thanksgiving. Given that we were so close to the holiday and that this was a brand new purchase, I asked for other solutions, with no luck. Ultimately, we recruited a relative with a pick-up truck to help us return the freezer for a refund, but I still lost money on this purchase, including the food I had to dispose and the $30 I tipped the delivery guys who initially delivered it. This store leads you to believe they are locally owned and operated, but they still rely on their corporate entity for delivery, returns, customer service, etc. From now on I will go to a local store such as Korvin or Cocoplums where I will be taken care of, even if I have to pay a little...

Made a special trip to Sears Hometown Swanzey, NH not Newbury. from quite some distance because I need to buy a washing machine. My appliance repair man came out yesterday & explained my washing machine needs to be replaced.. He called the store he always deals with in a different town to ask information about my specific washing machine & if it was possible to buy the washing machine alone to fit under my dryer. He explained exactly what I needed to order etc. I had planned to just go to the store he deals with but they were quite expensive & I saw the prices at Sears were much cheaper. I did all my homework, knew what I needed. Salesperson would not even listen to me, he wouldn't even hear me out. Just kept talking about liability & how Sears can't fit the washing machine to a stackable dryer. I kept trying to explain my repair man had already checked & as long as I bought the new duet model of my older version it would be fine. They work together with the older units. This is at least what I was told. The salesperson didn't know which model I was referring to, didn't check, just told me no can't do it, liability, liability. I walked out of the store telling the salesperson he obviously did not want to sell me a washing machine & how unhelpful he was. All I ask as a customer is to be listened to, and if the salesperson does not know what I am asking about perhaps ask someone else into the mix to assist. After today I don't think I would ever step foot in...

I went in to purchase a freezer chest on Wednesday. Delivery was set for Thursday. I called numerous times because the mailbox was full and I was unable to leave a message due to a full mailbox. When I did manage to get in touch with them (4 calls later) to arrange and clarify a time and I was informed the delivery driver was not in and my freezer would not be delivered until Friday between 10 and 2pm. After waiting around all day I decide to call them. Because of the rain they were unable to deliver yet no one felt it necessary to call and inform me of this. I'm confused because my purchase is supposed to come in a box and I live literally 7 minutes away so not enough damage would have occured and secondly if you offer delivery you would think they would have a viable option to deliver in any weather (minus unsafe traveling weather). I ultimately had to ask for a refund of said purchase and will have to wait until the money is credited to my card before I can find a more reliable company to purchase a freezer chest from. Sadly with communication skills at this level, this place will not last long. No consideration to the customer while I very clearly expressed time constraints due to my schedule. Now I get to work a double with very little sleep AND I have to look for another freezer.

Not all on the company I should have asked if they would give a call if they had to reschedule or if they had a realistic way of transporting during...