I had an irritating experience picking up my 10" Evolv wrench this morning. I had been notified by Sears that the item was officially ready for pickup, so naturally I went to pick it up. The person handling my pickup was the back room manager herself. Wellll, she couldn't find it. So I told her I'd seen on the website that these had been restocked at this store, so could she please go look out on the floor.
She did come back with the correct item and gave it to me, but I'd been waiting about 10 minutes by then, so I asked for the pickup guarantee coupon. I've only ever gotten one a couple times before; it's such a rare occurrence for me to ask, and this seemed like such an obviously deserving situation. But no, she adamantly refused, claiming that it doesn't count because "they shipped it’s wrong", she "did me a favor" by bothering to go get it off the floor at all, and she's "not gonna give a $5 coupon for that!" Oh, and "there were 3 other customers" while I was there, as another excuse. I pointed out that the big sign on the wall says "5 minutes guaranteed", not "5 minutes guaranteed unless they shipped it wrong or something". She didn't care.
I didn't want to piss her off since I have to keep dealing with her (it's my only remaining local Sears), so I just gave up. Why the heck couldn't I have gotten a regular back room employee today (who are usually more cooperative) instead of her lazy customer-service-disregarding attitude...

She should've showed up apologizing for the mixup and handing me the coupon without even having to ask for it.
Sears certainly has its good moments, but the inconsistency really drags them down.