Great customer service and guidance by Ms. Maria. She was very helpful and patient despite us not knowing which appliance spec we wanted (stand-up freezer and washing machine), she was patient and friendly. She answered all our questions and even though the stores computer system was experiencing issues with their ordering system, she patiently made sure our order was placed and went through. She even called me the next day to inform of a revision to our delivery date due to the previous days ordering system issues, really appreciated the follow-up. Most box stores had much greater backorder dates. We have been a lifelong Sears customers and prefer it to the box stores for their one-on-one attention; and with employees like Ms. Maria, we will continue to be so. . . as long as they are around of course.

My Dad and I visited this establishment to purchase a Refrigerator and a Washer/Dryer Set. We were greeted by a sales person who introduced himself (I forgot his name) and said he would be right with us. He returned and kind of gave us the quick version of showing us around and then went on to help other customers. I hope it wasnt because we were Black that he did not spend as much time as he spent with the other customers. Nonetheless, we made our choices based on us just looking around as opposed to being shown the specific features of different brands; but we did make a decision on three Kenmore items. My dad applied for credit, which he was denied; to his disbelief, due to him having such great credit history. Anyway, we completed the order and gave the salesman who checked us out the phone number (my phone number, and not my dads) to call when the items were ready for pick up. Not one time did I ever receive a call from anyone regarding my order. I had to figure out how to go online to check the status of my order; I even called to make sure they had the right number to call and I still never got a a phone call from them. I found out my appliances were there by checking online and then calling the store myself. I can truly understand the supply chain delays due to the pandemic, but my refrigerator had 2 delivery updates that I was never informed of; and when I called to find out why no one had called me, the salesman said the truck had barely gotten there and they have not had time to call anyone (this was late in the afternoon a few days after the online portal said it had been delivered to the store). So, I made arrangements to have it picked up and I get it home and it does not work. It wouldnt cool or freeze. I lost lots of food because of it. I called the toll free number several times and when the time came after selecting so many prompts, the phone just hung up (3 times). So, I called the store. Someone there told me to just try it again, because its the same number they use. It still hung up on me. I went online and scheduled a repair via chat. I gave the service address and the service phone number to the online representative; whoever took the information did not save it, so the repairman went to my dads house instead of mine...another night eating out. I called the store to tell them what happened, they gave me a different number than the one I called before and it went straight through (hmmm, why didnt he give me that number the last time I called?). Well, this time, they took down the service address correctly as well as my phone number and the repair was done the next day.I am extremely disillusioned at the shoddy treatment from such a long running and well known establishment, that I hope to never have to deal with again.

Mr. Longoria provided good customer service and was very helpful. Due to Covid,there wasnt a lot of inventory in the store. Went into the store to find a Kenmore or GE stove for my mom,but both were on back order.

Very helpful. Nice assortment of appliances.

Waste of time. Staff completely unhelpful.

If I could give zero stars I would. I purchased a refrigerator online because it was not available in store at any location near us. This location was the only option given to us for pick up and it is more than 30 miles from our home. Shipping would have taken weeks and would have been an additional $100. My husband left work early to drive 40 minutes to pick it up. When he arrived the two employees on staff refused to assist in loading the fridge. I called to ask to speak to a manager and Henry, who is one of the employees who told my husband good luck on loading it by himself, told me there was no manager for me to speak to and thats not going to happen when I asked for a phone number or contact information for a regional manager. I then called the customer service line listed on their website. The lack of actual customer service provided is embarrassing. The representative was only able to give me the store hours, location and phone number which are all listed online. There was absolutely no interest in assisting me or helping me find resolution. We have been long term Sears customers, every appliance in our home is Kenmore. It is unfortunate that they are no longer interested in providing decent customer service

Great Customer Service!! Dino Barzinjee was a great help... he was literally helping me and two other customers. I got just what I wanted!!

Mrs. Maria is a professional and courteous sales representative. Bought a new washer and she was very knowledgeable on every washer and honest on there performance. I recommend and coming here and buying your everyday appliances.

Sears Appliance in Sugarland, TX WILL NOT REFUND MY MONEY for a stove I purchased 5 months ago, for my 2nd property.. The manager Dino Barzinjee, was happy to sell me the two appliances, but will not issue a refund for the stove, that I didnt accept delivery for. I contacted him 2/12/21 about upgrading, but I never heard from him, spoke with him recently 4/29/31 & 5/2/21 after leaving countless messages, and continued to request a refund. To date He, has hurled an insults, but has not given me back my money!!! I have relentlessly called the store also submitted a complaint on Sears.com, in addition to filing a retail complaint at their 800# retail customer service line. Futile!!! If I had know, Sears was purchased by the owners of KMART(Transform SR Brand LLC, Eddie Lampert of ESL Investments Hedge Fund, Greenwich, Ct)I wouldnt have darken their door. I WANT MY MONEY BACK AND I, MY FAMILY AND FRIENDS WILL NEVER TROUBLE SEARS WITH FUTURE BUSINESS!! They are not Sears and Roebuck, and do not offer the same quality customer service and products. !!

Do not purchase anything from this store!!! I recently purchased a refrigerator and paid for delivery and installation. Upon delivery they were unable to hook up the water line due to a broken valve. No problem, so I fixed the valve and they set the refrigerator in the garage. I do not own an appliance dolly and the fridge is too heavy to move on my own. Now they will not come back and install/move and refrigerator. I’ve called several times and always get the run around. In the amount of time I’ve been on hold they could have hooked up ten refrigerator’s!!! Sometimes the price is too good to be true. we took off from my job three days .i chat with leah, Jenny V, Andy T they do not want fix this issue.. keep on changing chatting name... nobody want responsible, nobody want take risk

Very good customer service. Due to covid some of the items are taking longer to get in stock though

I have been a loyal customer with Sears for many years. I bought every appliance in my home from Sears. I have always gotten the extended warrantys on everything and paid all my bills on time. Sears has the most absolute worse Customer Service I have ever had to deal with. I purchased a refrigerator and a stove top from this place. They are both malfunctioning and need of repair or replacement. Service Technician comes to the house for the fridge and he cant fix it or replace it. i have loss numerous amounts food from it continuously going out and not cooling properly. My stove top goes on and off also. They have agreed to replace it and given me an Authorization number for the replacement but every time we go to the store to purchase one, the sales rep says it has not been updated in the system. I am frustrated and feel like I am being given the run around for them to continue to kill time until they close their doors permanently. Rest assure once these problems are solved, I will never do business with Sears ever again.

Lots of great stuff here.

The last breath of the dying Sears. What a disaster ! Why do you even prolong the agony? No merchandise in stock, bad service and ridiculous prices. The CEO of this company needs a good shake and a smack over his greedy head. He ruined a perfectly good company!!

Drano (manager) & Chris (sales associate) were a delight to work with. They bent over backwards to make sure we were satisfied.

Just when you think there arent any Sears stores.

I ordered a refrigerator in Dec. 1st 2020. I was told it would be there the Dec. 21st not there then 28th not there. Delivery tells me its been at the store since the Dec. 28th the store says its not. I have been in a vicious cycle with no help from Sears. This is not how you treat your customers and now what recourse do I have. Im tired of trying to get a refrigerator that I needed when I ordered it. If I could give zero stars I would at this rate.

I always search for the best deals and Sears Home Appliance always comes out on top. I have some commercial properties that needed appliances and each time I end up making the purchases at this store.Special thanks to the customer service rep, Maria Ramirez, who went above and beyond not only show me that she can get me a better deal but also appliances of better quality and energy efficient. She is very knowledgeable in the specifications of the appliances and explained the options but ultimately let me decide without feeling pushed. The delivery was reasonable and fast and love the optional warranty coverage. Ive sent others to this store when they mention they are looking for appliances and tell them to ask for Maria, although all the customer service reps may know their stuff too.Maria and Sear Home Appliance Showroom has yet to steer me wrong for all my appliance needs.

Ordered on Friday and was told it would be at my nearest sears showroom the following Monday. Come Monday I get email saying it’s delayed and will be there Wednesday. Come Wednesday, I hear nothing and I call customer service who can’t give me a status of the order. I request they call the showroom to see if it’s there. First associate said they could get through to the store and wants to give me the number so I can try. (If you can’t get through, what makes you think I can?) The second associate puts me on hold after 35 minutes and then disconnects the call. I call the SugarLand TX showroom myself and lady checks inventory and said my dryer isn’t there and they’re actually closed until further notice because their computer system is down. Cancelled order. Refund takes 7-10 days.

I would rate higher if I could.Customer service is amazing, friendly, and make sure you get exactly what you are looking for! Every time i come in, the staff and store manager always make sure I leave pleased.Its impossible to find good customer service anymore, but you guys definitely have it here. I only do my appliance shopping here!Thanks to the staff and phenomenal customer service!

They came to fix my ice maker. he couldnt repair it because a part needed to be ordered. He said he would be back on Monday to install part. He stood in my kitchen and called his boss to confirm that he would be back Monday to install. The part he ordered was received Monday comes, no repairman. I called, after 45 min hold they said no service call was scheduled. that they were waiting for me to call and tell them that I received the part. No one told us that they were waiting on us. Same repairman came out the following wedneday to install the part, he left and told us to throw away the ice for two days. FYI, the Cost was astronomical, over $500. And guess what? surprise surprise, so far there has been NO ICE! it was not install properly. so now we have ANOTHER appointment for this Monday. Its taken so far 2 weeks to get our ice maker to work. Very disappointing. And it will be even more disappointing if you ask for my opinion about this, and do nothing about it.

Usually when I go the employees never greet me when I walk in, never come assist me but on yesterday I went to purchase a new washer. I was greeted by Mr. Henry he was an amazing employee very professional answered all my questions on shipping, protection plans and product specifications, he provided excellent customer service and I couldn’t be more pleased with him. Very happy with my visit & purchase with Mr. Henry definitely will be back to see him. His rating for customer service and professionalism is a 10.

My husband and I were assisted by Henry at the Sugar Land, TX showroom location to buy our first fridge, washer, and dryer. Henry was very professional, knowledgeable of the products, and helpful with accommodating our needs and gave very honest, good advice. My parents have been buying home appliances from him for years at this location and we have never been disappointed!

Sears Home Services sent a technician to our home to assess our LG washer that was leaking on March 23. The technician advised that a part needed to be ordered and he placed the order onsite on our behalf. Four days later Sears sent another technician out to complete the repair and we were advised that the wrong part had been ordered by the previous technician. We were also advised that since the wrong part was ordered we would receive a refund within 14 days. Ive called Sears multiple time over the last 4 months, transferred from department to department with no resolve on the refund. My calls have also been disconnected multiple times while holding for assistance. Ive never experienced service so poor in all my years as a consumer.

I recently purchased a refrigerator for my mother, who lives in Laredo, due to her needing a replacement and not being able to shop locally due to her hectic work schedule.The pricing was great and the manager, Dino answered all my questions on shipping, protection plans and product specifications, he provided excellent customer service and I couldn’t be more pleased.I ordered on Thursday and the refrigerator got to my mom Saturday morning, over 300 miles away!Very happy with my visit & purchase. Will definitely be back.

This review is in no way reflective of the service of Henry and Dino at the Sugar Land, TX store, as they were the only people looking to help, but more of a warning to NOT buy anything from Sears. Its no wonder that Sears is going bankrupt.May 7 - bought an $8K built in refrigerator. Store sales people told me that they would deliver on May 28. I was adamant that it had to be there on May 28 as even on that date, I would be without a refrigerator for a week after moving into my new house on May 21May 26 - receive automated call from Sears saying that the refrigerator would be delivered on May 28 between 9a - NoonMay 28 - took the day off to receive the refrigerator and have the delivery team install it. About 10am, receive a call from the local warehouse saying that in spite of the confirmation message from Sears, it would NOT be there and new delivery date was May 31May 30 - receive automated phone message from Sears confirming that the refrigerator would be delivered on May 31May 31 - again take the day off to receive the refrigerator and them install it. About 11am, I receive a call from the installation team (not even Sears!) saying it again would NOT be delivered on this day. Said that the new delivery date was June 6June 3 - I call the local store and complain that the refrigerator had been delayed two times and I took the day off both times to please be sure that it showed up as scheduled the next time so I dont waste my time again. Henry was very apologetic, acknowledged my frustration and praised to keep me up to dateJune 4 - I call the 800- number for Sears, to complain as well to make sure my voice is heard and to try to get better customer service. The lady just kept telling me that they it was out of our (Sears) hands as we are waiting for shipment from our vendor I kept saying in a very frustrated but absolutely polite way that I didnt buy the refrigerator from their vendor and that I bought it from Sears and expected to get better and more reliable information from Sears about the delivery. After blaming their vendor multiple times for the delays, she finally said thats all I can tell you and HUNG UP ON MEJune 5 - received automated call from Sears saying the refrigerator would be delivered on June 6 between 7a - 9aJune 6 - at 930a, I receive a call saying they are at the house but no one is answering the door. I ask them where they are and they give me an address from years ago. I took a picture of my receipt showing they were at the wrong address and NO WHERE on the address or shipping forms did it even reference the old address where they were. Finally they get it straightened out and get to my house at 1030aTerrible customer service from Sears!!

Pretty small, but nice people and quick delivery.

It looked like it was closed but it was open. The Salesperson Henry was very nice. But I was surprised that their stock was so limited.

We recently purchased a washer and dryer at this location. It took a lot of research and finding the right deal and that is how we ended up purchasing through the Sears Home Appliance store because of their unmatched prices and customer service. Robert Geno was very helpful in helping us decide which machines best suited our needs. He was thorough, friendly, and provided great customer service. If you need an appliance at the best price, look no further.

We bought a refrigerator at this location & the delivery was terrible. It took over a week and half for us to have a fridge in our new home. That wasn’t the worst part of our experience with this location. The day of the purchase we were given 2 options, we could get free delivery or no interest up to 1 year. We chose the no interest & paid for delivery. We received our billing statement and they are charging us interest. We called this location to get this resolved and 1 person said the salesman made a mistake and gave us free delivery and have us paying the interest. (That’s false because our receipt clearly she’s we paid for delivery). We asked them to resolve this and he said it was no problem but we would have to come into the store to get this reversed. We went into the store and once we got there he attempted to fix this issue but was unable to do so. He told us he couldn’t and to try and call the bank we got the loan with?!?!?? We do not live in sugar land so we drove there for nothing! I called the bank and they told us they could not do anything about it & we would need to call the store who helped us with the purchase. We figured we would just keep going in circles with this store so we stopped calling them and started calling their corporate office. They are no help either. They keep transferring us to different associates/depts. Sears does not care about their mistakes or customers.

Mr. Henry Okeke took really good care of me and made my purchase so easy. Thank you so much for your assistance and for your kindness to help. Will definitely recommend anyone wanting to buy an appliance please come here and ask for Henry Okeke.

We should have paid attention to the reviews, they were right. Looks like this store wont be open for business much longer given its poor customer service.A salesman at the Sugar Land Sears Appliance store sold us an appliance based on the delivery date, then told us on the day of delivery that it would not be delivered for another week. We specifically bought the appliance based on in-stock availability and 2-day delivery. No wonder the salesman seemed so nervous during the sell. Sears apparently encourages their salespeople to lie about availability and delivery dates.Sears should be on the ball to remain competitive, but apparently the Sears corporation is under very bad management that cant figure out how to manage just-in-time inventories and delivery, even in the countrys fourth largest city where availability of inventory should not be a problem. Sears is another brick and mortar thats going to die for terrible customer service (which includes poor management of inventories and deliveries and dishonesty). You just cant jerk people around and think theyre not going to let everyone know via reviews. Pay attention to Google reviews! Glad we dont own stock in Sears. In the future, we will order all appliances via Amazon!!

Do not buy a Kenmore, LG (the manufacturer of Kenmore Elite), or any Sears product. My refrigerator stopped working after 2 years and the customer service is worthless and antagonistic.

I called this store because there is another one close by that said they have a shipment coming and everyone else in the city is out and says they arent getting more and there is a hurricane coming... I thought, Oh Sears might be my hero, if they are proactive and getting shipments (of generators), let me call all of them and see if I can catch one.The guy that picked up my phone was so rude and confrontational and nasty. So bad I even asked him why he had such a bad attitude towards me. And he said okay have a good night in a sarcastic tone.Really bad. I mean really bad.I see that the district manager answers these. I hope you see this. It happened tonight. Hurricane Harvey is on the way. Im a rational, kind person and was just trying to throw out a hail Mary. I know that it is unlikely the night before a hurricane we will find a generator but I was so encouraged by the kind customer service at the Katy location and her saying shipments were coming that I was just trying. I was not panicked or rude. The way he handled that literally made me vow to not spend another dollar in Sears. There are way too many competitors that offer what you do that have good customer service. This man (sounded like a young man - Thursday 24) needs to be stopped for the sake of Sears.

Do NOT shop here. This is NOT an official Sears store. After my terrible customer service experience, I called Sears Corporate office and was informed this is NOT a Sears store and therefore they do not provide the traditional Sears customer service or warranty that I grew up with. I went to this Sugar Land store in November 2016 and ordered LG washer and dryer ($1600+). I was told it was on back order. As of 3/2/17, not only is it on back order but now I was told is has been discontinued and I would need to select new models. In Nov 2016, I paid in full, including extra parts and delivery. The sales person told me they would not give me any additional money off for my inconvenience. I asked for a refund and they would not process over the phone and said I must come into store if I wanted my money back. I spoke with District Manager Mark Jones and he said they could not deliver the model I paid for in Nov 2016 and I would need to go to store and pick out something new. When I asked why it took over 3 months to inform me of this information his reply was, I do not know. Fortunately, I made the purchase with my credit card and they will help me obtain the refund. DO NOT SHOP here.

In Jan. 2017 I purchased appliances for a new home and charged them. Items included an oven, dishwasher, microwave and cook top. In February when the bill came we paid for everything. Not to mention that this is the 5th go round in my family for purchasing appliances through Sears. I told the salesperson that we were in the middle of remodeling the entire house and we would call in a month to possibly have them delivered. The delivery date was postponed twice due to contractors but when the time came to deliver the items Sears tells me that they can deliver everything but the microwave. Then in the next breath the gentleman tells me that they cant deliver the oven. After several calls and a lot of dancing around Sears doesnt know where the microwave is but they did manage to deliver the trim kit to the microwave. I have never been so put out with anyone in my life. Not only can they not tell the truth they neglected to sell me the plug for the dishwasher. After numerous trips back and forth and plenty of calls, I have yet to ever hear from the District Manager that I asked to speak to. Sears is not allowed to give out that number but when they want to sell you something and put it on credit they asked you for your number. This has been the worst experience I have ever gone through. I want to move into my new home but I am having to wait for this or that. It will definitely be the last time I use Sears for anything.

No refrigerators in stock and will not sale floor models CRAZY when you need a fridge right now

Great customer service.

Great extended warranty service!

Awrsome showroom and great customer service

Seriously, this place has the WORST customer service Ive ever experienced. They do not call us back every time we call. Weve waited weeks to have an oven delivered. Our delivery has been totally screwed up multiple times. No one will take ownership. Not once has an employee apologized for making a mistake and dropping the ball with our order. If you are considering purchasing an appliance, go to another store. RUN as fast as you can.

Excellant staff but delivery takes too long

It was wonderful Henri is a great employee he did answer all my questions thanks we will coming back Friday

I was Harvey victim. I bought all my home appliances with Sears in sugarland and gave the full business. While taking the business the staff was so nice. Then the whole screw up starts from my first delivery. I ordered 30 cook top they brought 36 which I had to return. Also on the same delivery they brought a damaged dryer and refrigerator. I refused all this 3 items and asked them to bring good pieces. The second delivery they again brought damaged refrigerator which made me upset again so I refused it again. I was trying to get back to normal with family but unfortunately this people doesnt understand the seriousness. I called the store and asked then to fix this plz, now I am getting is run around since the sales is done and I am getting a lazy we dont care treatment. I will not shop at this store again and I will not even recommended anyone.

Terrible customer service whether you go in or call in! Spending thousands of dollars in this store, the least they can do is treat you like an adult.... Horrible! I will look to shop at other appliance stores after I called them to ask a simple question, not only was the man rude but also was unable to answer my question.

I had a very disappointing experience today with Henry. I went to the store a week ago to look at their washers and dryers. Henry was very friendly and we decided to go back today with the idea to purchase the units. The price posted was not honored with the sale they had and were not willing to honor it. They said there was a mistake in the price they had posted and that I had to make the decision of buying it without pedestals which was the reason of why we were interested in that sale. I did not appreciate the tone of the manager or Henry and decided to do business with someone else.

PAY ATTN purchased dryer under lease option last saturday1. they advertise only pay $60...turns out if getting paid monthly u you have to pay $120 and they dont tell you this b4 you are approved and cant change it2. the price is really $50 more because you have to purchase the electrical plug and the dryer vent.. i told them i dont need the dryer vent so they said just bring it back and we will refund.. brought back the next day and the guy said u will b upset because it takes a few days for delivery to process so bring back tomorrow... brought back today they said have to bring back the electrical plug as it is one kit....my wife just left the dryer vent hose there at the store and walked out3. these 2 things sb disclosed upfront....both are false advertising....now i will return this dryer at any cost when the lease allows....the principle....cant wait to find out how the leasing company is going to mess w us who turns out not to be Sears oh then they add $179.99 set up charge on the receipt after they tell you free delivery! So paying more than $200 more for a $550 dryer!paying the $120 and the $50 for the plug w h been ok if disclosed up front.. . i hate trickery...new car sales tricks...to me this is flat out dishonesty SEARSJust called the leasing company 4.22.19 so to pay off on 5.1.19 must pay $839.66 per call to Honduras but paid $120 on date of sale so paying over $1,000 Dollars for a dryer costing $550

I found a great deal on my longed for Bosch dishwasher and the salesman was great.

Service was very slow, ut people were friendly at least. They installed it and said they would come replace filters and even clean fridge and now they say they dont do that. Guess someone lied.

Once showroom...the only problem is they only delivered to Needville every 2 weeks...not good enough

Was the go order filters for my fridge. Employees were helpful and polite

Great salesperson helped us select exactly what we needed. And delivery as promised.

Found what I wanted at the lowest price out of three appliance centers. I have 12 months at no interest. This is my 3rd purchase from this location.

Had what I needed. Going to miss Sears when they close down.

Nice employees with excellent product knowledge.

They are like family, wonderful staff and Doctor Hunter and Doctor Pooh are the best.

Very knowledgeable and friendly staff, I had a great experience prices were great. Latest model appliances.

We got what we wanted and the service was real quick.

Sears saves the day! Home Depot and their lack of accountability left us with no oven going into Thanksgiving week. I walked right into sear, John helped me order one and rushed it to us next day. It took Sears 24 hrs to do what home Depot couldnt get done in 2 weeks. Thanks again John.

Ordered a washer and dryer. Washer was dented and had to argue over getting a new one and when the delivery drivers were leaving, they ran over my gate controller causing $2200 in damage without letting me know and just left after standing controller back up. Thankfully my neighbors took pictures and notified me. Ive sent pictures, called the store, filed a claim and still No resolution.

Easy staff to work with.

Was not what I thought it was

No home found there

Fading place.

Not because it was closed because of the covi 19