Sears has really p!ssed me off......

[joshboogie]

OK last night I took a ride to Sears to check out/compare the Gearwrench ratchet wrenches and to make sure they were in stock. Well I found everything I was looking for and decided to pull the trigger this morning. I ordered the Flex-Head Standard/Metric wrenches and the Stubby Standard/Metric wrenches and it said online that they we're "available". I waited for the confrmation E-mail for 2 hours but instead of a confirmation I get a cancellation notice. WTF!

It said that one or more items I ordered were not in stock. So I called the 800# on the notice and told the guy that I know for a fact that these items are there. He says "I'm sorry that happened but you order has already be canceled". The notice I got gave me an option to have them shipped and he also offered to do the same. HERE'S the kicker they already charged my card and the funds are ******* BUT in order to have them shipped they have to charge my card again! (WTF!) On top of that the guy on the phone said that "We can't place orders today because of computer problems" (WOW!) I kinda went off about that. I find it funny that I have to wait for you to give me my money back but the sale is going to be over by the time I get the refund.

Now the notice also said that "4. Come on In!
Why not let one of our sales associates help you find what you need in store? Even the guy on the phone told me "Go to your local Sears and they will price match the online price" SO I go to Sears and bring all my order info. I go over to the shelf and double check to see if they are still there and sure enough everything is sitting right were it was last night. I find a sales associate and tell him the story. He says "I don't know why they told you to come in or why they told you we would match the price" (WTF) He calls someone else over and I explain this whole thing again. She tells me that there is no issue and that they can price match the price online with no problem and "They will price match anything that is on their site even if it's and online-only item". The guy I talked to when I came in is now agreeing with her. (funny)


I ended up just getting the Metric Flex-head and Stubby's cause they have my spare funds in limbo.


SO I'm really not happy with sears at all. My advice is DON'T buy anything on Sears.com just print it out and/or have them pull up Sears.com in the store and have them match it since they can apparently do that.

 

[Coach James]

The store in Fayetteville NC has always told me they cannot match the website price, while the small locally owned store 35 miles away always does match the website price.

Coach

 

[rsanter]

so the question I have is
can sears get their head any farther up their ***?

bob

 

[PoorOwner]

Sears does not have provision to cancel 1 item.. any 1 item not in stock for pick up will result in the whole order being cancelled. sometimes you lose the discount because the promotion is over then. It's best to divide up the orders into separate and not order on the last day of the sale because of possible cancellation.

I have also found that when it said it is not in stock when in fact it is right there on the shelf. However I noticed they MAY have their own inventory in the warehouse area which is different then where you shop.

 

[joshboogie]

Sears does not have provision to cancel 1 item.. any 1 item not in stock for pick up will result in the whole order being cancelled. sometimes you lose the discount because the promotion is over then. It's best to divide up the orders into separate and not order on the last day of the sale because of possible cancellation.

I have also found that when it said it is not in stock when in fact it is right there on the shelf. However I noticed they MAY have their own inventory in the warehouse area which is different then where you shop.

I didn't know they would cancel an order if there was an item not in stock at the store. Personally I would rather have that one or even all the items shipped over the cancellation. I just don't understand how I can see it on the shelf and it says "available" online and they still tell me it's not in stock. I think they are betting on the fact that you won't be able to get your money back before the sale is up.

I do agree with you on breaking the order up. But now that I know they will match the price I'm not bothering with ordering online.

You're probably right about the different inventory to. It's kinda like when we have things in an ad at Best Buy. We can have 50 Wii's in the store and not one on the shelf but can't sell any because they are for the ad set on Sunday. Or there are like 10 set aside for online orders only.

Over all I guess it's just whatever because I really only use the metric sizes anyway. I was just getting the Standard sizes to have a complete set. I guess I'll get them on the next go round.

 

[mtwaterguy]

Sears does not have provision to cancel 1 item.. any 1 item not in stock for pick up will result in the whole order being cancelled. sometimes you lose the discount because the promotion is over then. It's best to divide up the orders into separate and not order on the last day of the sale because of possible cancellation.

I have also found that when it said it is not in stock when in fact it is right there on the shelf. However I noticed they MAY have their own inventory in the warehouse area which is different then where you shop.

I agree, I don't believe they go into the store to get your item for an online order.

I have always felt it was better to be pissed off than pissed on!!

 

[joshboogie]

I guess they have had a few too many issues with people ordering these wrenches because the sale is no longer valid. Funny I remember it saying the sale was through the 10th last night.

 

[SVT WUT 7]

You can blame the 3rd party company we use for the Sears.com website. Sadly, Sears Holdings doesn't produce the actual website. And yes, we do know that there are a lot of problems with Sears.com.

 

[joshboogie]

Sears needs to fix that issue ASAP. I helped run a Parts and Accessories web site for 3 year at a Toyota dealership so I know that not everything is going to be available that is listed on a site. I'm all to familiar with things selling out or getting discontinued and not finding out until it's too late. But when I go into a store and physically see what I'm going to order and check availability online and it's says "available" then get a cancellation notice saying it's not there I get a little heated. I hate being lied to and that's exactly what happened. If it's not there then it's not there. I can deal with that. What I can't deal with is when getting the run around on the phone and still don't get my tools AND my money is ******* for 5 days so I can't even go buy them in person.

I'm really big on customer service and when I don't get good service I get angry. I can tell you that I will never order another thing online from sears.com. I will have it price matched from here on out.

 

[PoorOwner]

I always thought the e-commerce or whatever company that maintains sears.com has some serious issues.. However I believe it is the same reason I am able to get something for a great deal.. But this thread is not about the great deals I've got , it's about the great deals that go cancelled.

 

[joshboogie]

I always thought the e-commerce or whatever company that maintains sears.com has some serious issues.. However I believe it is the same reason I am able to get something for a great deal.. But this thread is not about the great deals I've got , it's about the great deals that go cancelled.

This was my first time ordering from Sears.com. I guess you gotta go through hell to get a good deal. lol

 

[rlspringer]

I work part time at sears during the winter months (for the year end sales) and can confirm that they have the oldest computer system on the market. The internet is slower that ISDN. Sears is not making a lot of money and so they refuse to upgrade anything. Also, each store can be different when doing price matching as it is up to the management of that store. Sears big money maker is Protection agreements, Sears credit cards (25% interest each and every month), and Replacement agreements. But the great thing about Sears is all big management get great bonuses.

 

[joshboogie]

On top of my order getting canceled they still have not refunded my money. It's been 5 days going on 6. I've called 4 times to try and get this resolved and nothing has happened. I think it's funny how it only takes a minute to take your money but days to return it. Sears has now moved to the top of my **** list.

 

[Intel]

I have an epic tale along these lines when I tried to order about $1400 dollars in gladiator garage works on my discover card.

I Basically ordered 850 dollars of stuff for in store pickup and then the remainder was delivery (the 8 ft workbench, gear wall etc). So they put a memo hold on my credit for 1400 dollars to make sure I have enough credit. They then tried to actually charge on top of that memo hold which bounced me over my credit limit since my credit limit was not that high. I then get an email from them saying my order is canceled because my credit card declined them. That is great but guess what almost a week later I still have a hold on my credit card for 1400 dollars even though my order was cancelled. I ended up having a 3 way call between discover and sears and the sears representative was the least helpful person I have ever gotten there. I have in the end called both discover and sears about 6 times and sears has basically said that the process is automated and this was just a glitch.

Since the order was canceled they are unable to reorder or do anything all they told me to do was try again once my credit clears. I have heard it would clear in 2 days, 5 days, and up to 12 days. They also told me to order my items for in store pickup seperate from the online delivery ones. Every representative basically said they had no idea why it went wrong but I should just try again and hope it worked that time. I would end up putting the one tool chest on my visa debit card and that is still processing after close to 3-4 days since it was on sale.

I have bought 2 to 3k in computer parts regularly for work from Newegg.com without dealing with this credit hold bs and 3-4 days of processing after things finally clear. Normally I get the product in under 3 days from them from new jersey or california to Illinois. This website is a joke as seen by how many errors I get on it while trying to check out and the language it is programmed in. Hell I ordered all of my ingersol impact sockets and 2135TI impact from amazon and had it in under 4 days.

So instead I am ordering the rest of the stuff from /http://www.abt.com/ and they will even deliver it for free. Well worth the 150 dollars I would have saved with Sears just for all of this frustration and my credit still being on hold.

Sorry for the book just frustrated that I can't get my garage done since I have been waiting till I graduated college to get back into working on cars a lot.

 

[econoaddict]

I have not been in a Sears store in over 2 years now, don't plan on ever visiting again either.

Long story kinda short.

Went in to buy Frig, Washer & Dryer. Wife and I already chose the ones we wanted.
Talked to the sales guy and he smiled typed on his computer and told me a total price for all items well above the posted prices on the items. He had "assumed" I wanted every warranty add-on they had and would be putting it on a sears card (which I didn't have nor want).
I told him nope, just sell me the 3 items, he absolutely refused, said he CANNOT do that no way shape or form, after about 10 minutes of back-and-forth I turn and walk out, the "manager" comes running begging for us to come back in and give him a shot at making it right. He said he would discount the items $50 if we bought with all the **** added on. Yeah right, the add-ons were above $600.
I told him I had cash and wanted only the items, he refused.
I get home and call customer service and ask when the add-on warranties became manditory, they told me I did not have to buy any add-ons. I told them the story and they just said "oh? sorry".
Won't even get into the **** the store puts people through to get any tool warrantied. I have a box of broken tools they refuse to replace/fix.

 

[Coach James]

There seems to be an amazing variation in Sears experiences. I have no doubt that the folks with Sears horror stories are telling the truth and yet my experiences at our local Sears are just the opposite. The people there have even told me to look for C-man tools at flea markets and bring in the broken ones for replacement.

We bought a stove that didn't fit. Called Sears and they said come pick out another one, we'll deliver it and pick up the other one. I told them I had no box anymore and they said no problem, we want you to be satisfied with your purchase. A lot must depend on the store managament and how they train their employees.

Coach

 

[Stuey]

A lot must depend on the store managament and how they train their employees.

I totally agree, but then again that's also the problem. At my local Sears, the old-timer tool guys are disgruntled and blame K-Mart for changing how everything was.

There are so many inconsistencies. I once picked up a mallet b/c I saw a 10% or 15% off advertisement in-store. It rang up full price. The manager said that the discount didn't apply because it wasn't a hammer. I challenged her to tell me what it is if not a hammer. The tool guy sided with me and confirmed the sale. I then got an additional $5 off because of the price accuracy guarantee. As I was leaving, the manager instructed the tool guy to remove all posters advertising the sale since it wasn't scanning properly. I went home, and sure enough the sale was advertised on the web site as well.

Imagine that, a manager trying to hide sales from customers because of computer/register errors.

 

[Intel]

I have not really had a problem in store although they got rid of our Sears Hardware store with the huge walls of tools and intelligent employees. Instead I now have to go all the way into the Sears Home Essentials/Kmart. Limited selection of tools etc but they do warranty work well so far. Although every remanufactured ratchet I get gets worse and worse compared to the 15 year old one that finally bit the dust.

Their online experience though is just terrible compared to a lot of other stores I have dealt with. Customer support was fairly decent when I called in but it seems the system itself is just terrible and poorly planned and thought out. I graduated school in Computer Science and used to test web applications for User interface issues and bugs and their current site just has a lot of confusing aspects and bugs in the ordering process when compared to most of the top tier sites.

Currently my order for my tool chest for pickup is still processing after 5 days although I think it might just go from processing to ready to be picked up without any intermediary status. Should really say when my order is accepted and shipped to the store so the user is not thinking something is wrong and then has to call in to verify. The cash is out of my account so I am hoping I can pick it up today or tomorrow.

 

[89MustangGX]

I'll repost my ongoing saga from another thread as this one is a more appropriate place to put it.

=====

Back in April they agreed to refund me the difference between what I paid and what the sale was supposed to be (website error), and I'm still waiting.

-----

I won't post all the details, but I have been calling and calling since then (with names/dates/etc. all written down) and each time assured that my refund was being processed -- except for the last two times that they actually told me it had gone through on such and such date and it just needed to show up with my bank. I called one last time, they had no record of me, and when I spoke to a supervisor she told me they never issue refunds, all of the 10+ previous people I spoke to were wrong, and I need to take my issue up with a store manager (even though I ordered online) and she couldn't help me. I reluctantly made two calls to the store manager that went unreturned.

That was enough for me, hopefully my CC company can figure it out with the dispute I filed. Talk about customer disservice.

-----

Man, sounds horrible! Give these folks a call and they should (hopefully) straighten things out for you!
Customer Relations Hotline:
1-800-549-4505

Email us your questions, comments and experiences
or send a letter to:
http://www.sears.com/shc/s/nb_10153_...ions&adCell=A4

Sears National Customer Relations
3333 Beverly Road
Hoffman Estates, IL 60179

I corrected my original post -- I ordered in April, not May. I will try this tomorrow. I'm not opposed to doing some leg work, but this is incredibly rediculous.

I think it's all about treating the customer service people with respect. It works more often then it doesn't.

I definitely know how to conduct myself over the phone -- I've been on the other end before. In fact, one of the times I called the representative was actually really surprised and commented on how I was so calm about this and he would be flaming mad if he was in my shoes. He was one of the guys who "put the refund right through," btw.

The only time I may have lost my cool was when I spoke to the supervisor and she started spouting off and interrupting me whenever I tried to speak. She continued to go on and on about she works for Sears.com and not Sears and they are different and I'm talking to the wrong people and everyone else I spoke to was wrong and she couldn't do anything to help me and I was wasting my time. I tried to explain to her that to the customer (me) there is only Sears and it does not matter who she reports to, or who her boss's boss is, or who signs her paycheck, or anything else for that matter, it is all Sears to me in the end, and I expected her to either have the answers to fix my problem or to find them out -- not pass me off. I also explained that I flat out didn't believe her about all of the 10+ people I had spoken to (and wrote down names, employee numbers, dates, and times) being wrong. She didn't care. I asked her what she was going to do to fix my problem since I now considered it her problem and she told me it wasn't her problem, I needed to contact a store manager and it would be his problem.

Nice job Sears.

-----

UPDATE:

I called these guys and explained the entire situation. They said it is a Sears.com issue and transferred me to Sears.com. I explained the situation to the representative who could see all my notes and said she didn't know why I wasn't credited. She transferred me to her Supervisor who said she couldn't see that I had called except the one time before and had no notes on me at all. She states again that what the last supervisor told me was correct and that everyone else was wrong and I needed to deal with a Sears store as it was their problem. She transferred me to her manager who reiterated the same thing, except he could see all my notes and all the times that I called.

I explained in no uncertain terms that as a manager I expected him to take the responsibility of fixing the problem no matter what the heirarchy was or who was ultimately responsible because to me it was "Sears" who was responsible. All he kept doing is saying the same thing, finally he agreed to call the store and said he would try to resolve it for me but he couldn't guarantee anything since it wasn't his department's issue. He suggested that I really needed to go to a store myself and talk to a manager in person, but he would see what he could do. I told him I have spent an unacceptable amount of time and energy on this trying to fix Sears' mistake and I expected better customer service out of the company, like I had traditionally recieved in the past, and all he could tell me was that he would do the best he could but it would probably be up to me to fix it with the store. He was so non-chalant about it, it almost made me sick. I have no idea how someone like that could get into management. I did note that he introduced himself as a manager for Sears.com and KMart.com -- maybe that really is part of the problem?

So, now I'm waiting for the store manager to call me back. Of course I'm still waiting for him to call me back from the two times I called on the 4th when he was going to call me within an hour.

Not holding my breath here.

Adam

 

[nmk_61802]

I have the same problem as 89MustangGX, I had an item that I wanted to purchase that was most likely a price mistake, however they had it advertised thru "X" date. The item stoped showing up in my cart for the sale price before "X" date, but they still had the online ads up on the specific items page, so I took a screen shot of it, and sent it to the customer service center and asked if they would honor the price. A CSR responded back to me and said yes they would honor it, I would need to purchase the item, and send them the order number for a credit. Fast forward to a month from then, and I keep getting the run around, saying that the previous CSR's were incorrect, and I need to contact the store to resolve the issue.

Me with my thick head, I have a hard time understanding why I need to contact the store when the item I ordered had an "Online Only" sale price, and the online company is the one who took my CC info, seems like the store only delivered the merchandise. Also, it is a pet peve of mine when managers say that the people below them informed you incorrectly, as a manager, it is their job to make certain that the people below them are trained correctly, and when someone who is authorized to speak for a company, such as a CSR tells me something I expect for it to be handled that way, right or wrong.

 

[89MustangGX]

Still no call from the Store Manager or the previous Manager I spoke with. Typical.

I decided to call back Customer Relations one more time. I was transferred specifically to a Sears.com customer relations person after explaining the situation. (Side note, she said there are only about 15 of them.) She did some research and spoke with her manager and offerred me the credit I was after. She gave me an order number and indicated that it had gone through. I will not truely believe it until I see it on my online banking but I do have some confidence in her because of getting that number.

I also took the time to let her know how dissatisfied I had been with the service up until this point and she looked over the notes in my order and agreed -- saying she would pass the information onto management. I also let her know how much I appreciated her taking the reigns and fixing the problem and how I hoped she could be a model for the rest of the company. I also let her know through the whole process she is the only one who has apologized to me...and that means something to me.

I suppose my advice is to call the customer relations number, specifically press 1 and then 4 for Sears.com -- and make sure you get to the Sears.com Customer Relations people. They seem to be the only representatives in the company who remember what customer service is.

 

[89MustangGX]

Just as an update -- I did finally get my credit.

 

[car99r]

Well you guys have me scared a little. I have never placed an order online for in-store pickup before the other day. I purchased 1300.00 worth of the UltiMate cabinets online with In-Store pickup. I noticed today that my account details still show "Pending e-mail confirmation" and my status shows "Pending". I have not received any type of emails as of yet and it has been about 48 hours. Should I have received something? Will I just receive something when the items are ready for pickup? What is the norm?...lol

 

[Stuey]

car99r, it may just mean that the items aren't ready for pickup yet.

Also, I still don't have my credit. I keep being told that my order will be forwarded to research, I'm told that I am owed an additional refund, then I'm told I received all due credit, then I'm told my order will be forwarded to research. It's so frustrating, especially since nobody contacts me regarding any research. I filed a CC dispute, sent in the paperwork, and filed a BBB complaint. Let's see where that takes things.

 

[heelsroll]

Well you guys have me scared a little. I have never placed an order online for in-store pickup before the other day. I purchased 1300.00 worth of the UltiMate cabinets online with In-Store pickup. I noticed today that my account details still show "Pending e-mail confirmation" and my status shows "Pending". I have not received any type of emails as of yet and it has been about 48 hours. Should I have received something? Will I just receive something when the items are ready for pickup? What is the norm?...lol

Car99r,

I have had a couple of orders where I didn't receive the pick-up email. I called the 800 # on the website and they said it was ready to go -- and resent the email to me.

I have also heard of others calling their local store to see if it was ready.

Good luck with the order!

One time I bought 2 sets of pliers during the 80th anniversary selloff -- I missed most of it while traveling, but, anyway -- when I got to the store they did not have the 80th sets, so they took me out on the floor and we picked out two sets that were, I guess, similar but not 80th. They were concerned the whole time that they weren't exactly what I ordered, I kept assuring them that the 80th logo was not my need. I ended up with 2 very nice sets of pliers for a fraction of the posted price.

I continue to shop with Sears and only hope someone, anyone at corporate can save the company.

Peace,
J

 

[Intel]

I also finally had the credit hold on my discover card released. I ended up ordering 2 pieces of gladiator garageworks for pickup. The order stayed in the processing phase until they sent me a msg to pick it up. Worked great and all I guess I will just stick with store pick ups. Now I just need to finish my sisters car and clean out the garage so I can put up my new workbench.

 

[car99r]

I called and teh rep. informed me that the store is awaiting the arrival o fmy products and will send me an email when they receive it.

 

[Stuey]

Update: I filed a BBB complaint, and lo and behold, they finally decided to credit me. No apology, no excuse, nothing. Their customer dept. has their collective heads up their butts. Then again, it's not their fault the system is flawed.

 

[nextdoorhobo]

oh man now I'm afraid this will happen to me.

I ordered a tool chest combo online for local pick up and when I got there with the email, they told me they only had the top part in stock... when I told them I'll take what they have and come back for the bottom half, they told me they had to cancel the entire online order, refund 699+tax bucks and place two separate orders for the top and bottom.

So now I have 7xx bucks in limbo, and sears is basically getting an interest free loan on me until the funds are back in my account...

Also, their "5 bucks coupon if pickup isn't ready in 5 minutes" policy is SOOO AWESOME...!! I was standing around for half an hour while they gave me the run around, until finally some dude admitted they couldn't find one in stock... I got a SWEET extra 5 bucks off the bottom chest (whoop dee doo...HECK YES! /sarcasm) for looking like an idiot for about an hour.

I hope the bottom chest doesn't come banged up, or I'll really blow a lid.

 

[FullKustom]

In the two online orders I've done, both have been great. The first was for a Craftsman Pro ratchet set, it wasn't in stock so the salesman set me up on their in-store online kiosk. He warned that their connection was 'really, really slow', but it wasn't that slow. After placing the order he printed a receipt that said to wait a week. The order showed up in a couple days and everything was perfect. The ratchets were even in a plastic bag with dividers to protect the polished finish.

The only thing I could possibly complain about was the UPS delivery driver that opened the door to my screened-in porch, threw the box down (literally threw it), and walked off without shutting the porch door. I only mention that because of the people having problems with damaged orders, you can't forget about the handlers that don't work for Sears.

The second order I placed at home with the store pick-up option for a Craftsman intermediate chest. After placing the order I was instructed to allow two hours for an email telling me the order was ready. That email arrived within minutes and I left for the store. Before I could read the instructions on the pick-up kiosk a warehouse employee came out and took my confirmation printout, did all the kiosk work for me, and took about two minutes to get the chest. He was even going to cart it out to my car for me, but I stopped him and grabbed the box to carry it.

I'm really starting to develop an appreciation for my local Sears store (across town), now if the local KMart (walking distance) can get their act together...

 

[nextdoorhobo]

Just as an update, my refund was credited almost immediately. Aside from the hassle of going back a second time to pick up the missing item, Sears took very good care of me. Very happy with my experience.

 

[2LTim]

Guys:
First off let me say, I do not, and have never worked for Sears. That being said, you have to understand how online commerce works. When you look "online" at someones inventory, you are looking at the inventory at a "Fulfillment Center" located in East Overshoe somewhere, it's not the inventory of your, or anyone else' local store. If you were able to see "in-store" inventory, you would see tens of thousands of any one part number, in every store, all over the country. I am going to make a SWAG here and say there were 15 or 20 available when you checked? But by the time your order got processed, 50 other people around the world ordered the same piece on sale. You most likely are not the only pissed off customer.
The moral of this story: Don't take all day (or all week) to make up your mind. If you like it, buy it. If you snooze, You LOOSE!
Have a great day!
Tim

 

[89MustangGX]

When you look "online" at someones inventory, you are looking at the inventory at a "Fulfillment Center" located in East Overshoe somewhere, it's not the inventory of your, or anyone else' local store.

Actually, Sears website specifically has an option for instore pickup that checks your local stores inventory. When you choose to ship is when it check the national warehouse stock. So if you choose to pickup and it says your store has it in stock, it should be there -- or you have the right to be pissed IMO.

Adam

 

[jmack]

Spend some time on the deal forums at sites like slickdeals or fatwallet and you'll read plenty of Sears stories. Sometimes it works, sometimes it doesn't. The problem is that while the website DOES actually check store inventory when you choose pick-up, the process at the store is where it breaks down. When a .com order comes in, the associate is supposed to pull the items from the shelves and put it in the back. When this is completed, the notification is supposed to go to you that it is ready.

I have had notifications of "ready" come back in seconds and some that never came even though I picked up the product later that day. When the .com order comes in, the associate can also cancel the order (if they are out of stock), but more frequently it's because they are busy/lazy and don't want to go pick the items.

Again, it's hit or miss, even at the same store. I've gotten $500 worth of stuff for $4, and I've had plenty of "ready" orders that never panned out.

Personally, I only shop sears for major bargains. their website is totally mismanaged - just like their stores- so you can frequently find mis-priced items and take advantage of a bargain. IMO sears is one of the most nis-managed companies out there and I wouldn't be surprised to see them go bankrupt in the next 5 years or so.

 

[Bolster]

Here's another reason we can all 'hate' Sears (I'm being sarcastic here):

Sears is extremely generous with its employees who are reservists. Most companies, all they do is guarantee you can have your job back (or one similar) when you return from duty, which is mandated by law.

Sears MAKES UP THE PAY DIFFERENCE. Yep, they pay servicemen and women whatever their government pay is lacking, so these employees get their full Sears-level pay as if they were still working at Sears, when in fact they are downrange and the government is paying them much less.

I don't know about you, but I can forgive Sears a lot of website screwups and pimply-faced know-nothing salespeople when they support our military the way they do.

 

[Stuey]

I will gladly shop at a store that treats both its employees and its customers well.

I will avoid stores that treat its employees poorly (Walmart) and those that treat its customers poorly. In some cases, such as with Sears, I will shop with great reservation.

While noble, Sears' policy towards reservists has no bearing on the quality (or lack thereof) of their business practices or customer service.

 

[global72]

I live near 2 Lowes home improvement stores. You walk into stare A and the staff is lazy, the store is a mess and I always leave crabby. But it is close to home. The other the staff is very helpful, the store is clean but its 15 minutes further for me.

I guess Sears stores or all stores can be like that. It is the staff that makes the difference.

 

[jmack]

I live near 2 Lowes home improvement stores. You walk into stare A and the staff is lazy, the store is a mess and I always leave crabby. But it is close to home. The other the staff is very helpful, the store is clean but its 15 minutes further for me.

I guess Sears stores or all stores can be like that. It is the staff that makes the difference.

Almost...it's management that makes the difference. The way the staff threats you is a direct reflection on the degree to which management holds them accountable.

It's a tough business to be in because everybody says they are willing to pay more for better service, but in the end, they just shop where it is cheapest, and the complain about the lack of service. People want to have it all, but not have to pay for it.

 

[GarageDreamer]

I had a sales person ask me why I really needed a professional series air compressor, and suggested that I get the one that was there.. I asked him if he knew what CFM meant and he didn't know .. so I told him to let me pick the tools I need and he should to taking my money

 

[Stuey]

I had a sales person ask me why I really needed a professional series air compressor, and suggested that I get the one that was there.. I asked him if he knew what CFM meant and he didn't know .. so I told him to let me pick the tools I need and he should to taking my money

lol, I wish I could have seen the look on the associate's face!

BTW, welcome to GJ!