Sears

WHAT HAPPENED TO THE ONCE GREAT SEARS
& ROEBUCK STORES?
I like to
wear lounge pants around the house. They are more comfortable than street
clothes. I generally wear them for three days and then deposit them in the
laundry. That is why I own more than ten pair.
On Dec. 9th,
I went to SEARs at the Coastal Grand Mall and purchased five lounge pants for
$58.30, according to my bank statement. That averages to approximately $10.00
each plus tax.
On Feb. 9th
(coincidentally two months later), I took a pair out of my drawer and while
putting it on, discovered a seam opening of about four inches. I decided to
drive to SEARS to replace it despite a long trip of about one and a half hours
round trip. I arrived at SEARS and the returns saleswoman appeared to be in a casual
conversation with a customer for no less than fifteen minutes. There was
another customer waiting in line before me, so I decided to go to the display
of ?Jo Boxer? and choose an exact match to replace my defective lounge pants.
They did not have the identical color of the same pattern, but it did have the
same label?(country of origin of course, wasn?t the ?good ole? USA?) and cotton
composition. I returned to the sales woman, noting that she was still working
with the original customer for now, approximately thirty minutes. After waiting
for a lengthy period of time, a salesman from another department executed the
sale for the next customer in line who came before me. When it was my turn, he told
me that he could not assist me in that I was attempting to do an exchange and
that was not part of his responsibilities since he was just assisting from
another department.
Now it was
my turn, and the saleswoman quickly concluded that there was indeed a defect in
my returned pants. She mumbled something about $5.00?I quickly responded, ?why
should I pay anything to exchange the same item?? She said that it was not the
same item in that the price has now changed to $23.00. I said, ?but, I am not
asking for my money back. I just want to replace an item that you agreed was
defective. I had only worn the pants for three days, washed them and then
immediately placed it back in my drawer?. After a while of going back and
forth, I said, ?I give in?I?ll give you the $5.00?. She said, ?it isn?t
$5.00?we have recently sold the pants on clearance, however, it now is selling
for $23.00, but with 30% off, you will only owe us $13.00?. In other words, to
replace an item that I had already paid $10.00 for, if I pay an additional
$13.00, she could replace the pants for a total of $23.00. It would actually
cost the same as if I wasn?t returning the defective item back. The saleswoman
went on to state that the cash register would not allow her to do otherwise.
However, a manager could okay the exchange. I was just about to leave, but
having invested about 2 hours of my time, I decided to wait longer for the
manager to come by.
The manager
George went through the same routine as the saleswoman. ?How can I accept a
trade for an item you purchased for $5.00 when in fact the price is now $23.00?.
?SEARS would stand to lose $18.00?. I said, ?the only difference in the item is
the new price tag?. ?Other than that, there is no difference in the item I am
trying to exchange?. He pointed at a LEVI?s display, ?see those pants?they come
in different prices?. I said, ?what does that have to do with the ?JO BOXER?s?
which are one price??
At that
point, the saleswoman reminded manager George that he had the power to okay the
exchange. He said, ?I don?t want SEARS to lose money?. (I guess it is better to
lose a customer then have SEARS lose a minute amount of money). I was so
disturbed by how I was treated that I donated the defective lounge pants to
SEARS and abruptly left the store.
The next
morning, I was so aggravated about the entire experience (wasting a total of
about 3 hours of my time, accomplishing absolutely nothing), so I decided to
call the SEARS? general manager. After dialing their main number, I was
transferred to administration and decided to hang up after two minutes of
ringing with no one answering. I called back and requested the operator to get
the store manager. She attempted and had no luck. She told me to call back in
about 15 minutes, ask for any department and their manager will be able to
locate the general manager. I wondered why the operator could not have the
general manager call me back, but I followed her instructions and eventually
spoke to a person who would not identify himself.
This individual stated that her boss will be out till 2pm (It was now 11am),
but if I explained the situation to him, the general manager will get back to
me. It is now 4 days later and I am still waiting to hear back from him.
I guess when
your empire is ?so large?, you don?t mind losing some customers along the way.
I have noticed the SEARS? empire seems to be declining, along with their
customer base.
 
            ~Bob Selig, Pawleys Island, SC

unknown

unknown

It went great! Everything from the purchase experience to the delivery went beautifully. Sears will be the first place I shop the next time I need appliances. I highly recommend them. The salespeople that I dealt with were extremely knowledgeable and helpful.

Very polite, prompt and quick service.

So far, so good. We have not had all the purchases delivered yet, but expect no problems.
As a retailer myself, I am very happy with the customer service both in sales and delivery, pricing, product assortment and general overall experience. Especially from Sears, which has been in a bit of turmoil the past few years. Give them a shot.

Called and set appointment for refrigerator repair November 2 and purchased an extended warranty at that time for $299. Appointment was for Thursday November 7th 2013. Technician never showed up or called. I contacted them again November 7th and they rescheduled for the following Thursday November 14 2013 between 1 and 5 pm. I called them at 3:30 for an update and was told they have to reschedule appointment because they could not make appointment. They said they can come the next day. I requested that they get me a manager to assist. 3 calls later I told them I am wanting a refund for contract and I am done with Sears. I still don't have a refund and they are trying to send another tech out for repairs on November 26th. I am a customer Service Manager and this is not good customer service. They failed to understand the customers perception is reality.

My appliances are Electrolux (aka Lemons). I call Sears for repair service. The woman on the line kept me on hold for more than 10 minutes and told me that the earliest appointment would be a month.
The service person was not helpful in putting me on a waiting list or perhaps calling me when/if there was a cancellation.

They were fine. I don't have any problem with them.

They did a good job. Everything was good. I have no complaints or any negative comments about them. I compared prices with another company. Sears people probably did three or four times more work than what the other company was going to do for more money. They did more things and their cost was less.