The last time I used Sears was around six months ago. I ordered an oil-filled heater from their website for store pickup. My wife went there a few hours later, and there was no sign of it. Apparently they didn't actually have it in stock, so they cancelled the order. They notified me of the cancellation the following day.
As it turned out, I found the same item on the Loew's website for $34 instead of Sears' $57, so I got the heater from Loew's and saved some $.

 

Gee, what happened to their slogan: "Satisfaction guaranteed" ? This is the type of issue that I would make a mission out of if I where you. Stuff like this becomes a matter of principle to me. I have long operated on the business philosophy that if the company did not do anything wrong, it should not cost the company money (I.E. if you ordered the wrong part). But when the shoe is on the other foot. Look out. If it was their mistake, it should not cost you any money.

I would be writing letters to Sears Headquarters with the details and ask them to explain how your experience matches up with their company slogan of "Satisfaction Guaranteed"?

 

Matt, there was a time that this approach was very effective and actually got results. These days, I doubt it. Earlier this year we had an incident with Ramada Inn. Someone stole some property from our room. I tried numerous calls to the manager after returning home. Not once did they respond. So I wrote to the Chairman of the Board in NYC. No response.

Frankly I don't think the big corporation's give a damn anymore. They act more like the government all the time.

All I can do is this......... give me excellent service and I will tell three people...... give the shaft and I will tell three hundred.

 

The last time I bought anything from Sears was in the 1970's. It was an electic alarm clock. when I put it in my bedroom, it was so noisy that I couldn't sleep. It also had a lighted face that also kept the room illuminated. They wouldn't give me my money back, but would exchange it for another identical clock, which I obviously didn't want. I left the clock in with the salesperson. To make matters even worse, I bought the clock using my new Sears card. Since I couldn't get any satisfaction from the customer service I decided that I wouldn't pay the bill. After being late with the payment, they were calling my home every night. I paid the balance on the card, cut it up, and vowed never to shop at Sears again!

 

That's bad. I'd think they'd give you your money back if you weren't satisfied but I'd guess not.

 

You would have a much different experience today. Back in the 1970s they thought that they were the only game in town and that they could make the rules. Today they'd be glad to exchange the clock for you.

If the Home Depots, Lowes and other big box stores did nothing else, they brought the traditional stores (Sears, Macy's, etc) down a few notches and made them change their ways.

 

In a sense, though, Sears was one of the original "big boxes" -- a national chain with local franchises competing with local mom and pop hardware and clothing stores.

Given the deterioration of customer service (and sales person knowledge), shopping online is the way to go, except when you need to get your hands on what you're looking for. Maybe it's my advanced age, but I'm getting crotchety enough that I want what I want, and very often I need to see it in person. The trouble even with very compliant on-line retailers is that returns can be a nuisance. So sometimes I shop locally and buy remotely. (I'd buy locally if the customer service were better, though). HPH

 

Yes and no. While Sears was an original "big box" they came from a time when attitudes were different. As I said before, they thought that they were the only game in town and they only out grew that attitude when they were forced to.

I do agree with you in terms of having to see the merchandise and being able to put my hands on it. I think that Dell has a good idea in opening kiosks in malls so that people can see the computers before they buy on line. Unfortunately, Dell's quality has deteriorated and its customer service (especially the help desk) has deteriorated to the point where they are no longer the computers of choice.

I do find it comical that when I go into a multibillion dollar chain like Best Buy or CompUSA my connection to the company is through a teenage, minimum wage salesperson who would rather not be there.

 

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Shopping at the NEW Sears & Roebuck store in downtown Harrisburg was a big deal in the early 50's. My mother and I would get dressed up a bit; walk to the bus stop; and ride a couple miles to Market Square....a shopping adventure.

Just like Val, I recently (February) made the first purchase in eons from Sears: a new glass gas cooktop for our kitchen. Due to a stupid accident caused by me (teakettle melted on the other one while I was upstairs on s2ki ), I needed a quick replacement. I found their website easy to navigate; had good info for comparing many models; links to store locations; etc. After another day or two of research, I placed the order....with an on-line coupon for 30 buck refund AND refund of 65 buck home delivery charge. The cooktop arrived a couple days later, after a couple calls to confirm delivery. Overall, I've been very pleased with the experience. I didn't even do any comparison shopping....unlike me

NOW, the electric igniter on one of the burners does not work. It can still be lit by hand, but I'll soon be calling for a Warranty service visit. After all the ranting on this thread, I'll be curious to see how things go....

BONUS: Using Walmart to price check and then going ANYWHERE else is a great idea. Unfortunately, most smaller stores could not match their prices....due to their well-known volume purchasing...squeezing their suppliers to the bone. Kathy and I have started to consciously NOT worry about the 'lowest price' when shopping from a smaller local independent merchant that we like to have nearby.

 

I consistently pay extra for many things at my local hardware store. They stock the odd nuts and bolts, pipe fittings and other items Lowes and Home Depot do not. The customer service is excellent. They have spent 30 minutes helping me find items that total three dollars.

Sears hand tools are excellent, providing you can find someone to pay for them. The power tools are generally designed to use proprietary blades and accessories, so I won't consider them.

My daughter recently had an experience where the Sears clerk rang up the wrong price on a washer and dryer set. They voided it and rang it up again. Her debit card was charged about $1,000 for the first time and $800 for the second. It took two days for her to meet with a real manager (they don't have actual managers in all the stores anymore, the department heads take turns and managers rotate from store to store) He informed her the problem was with her bank. As she was ready to go on her honeymoon, the money was fairly important. It really was the bank's job to correct this, but the Sears clerk caused the problem. Note to self: don't use debit cards for major purchases, don't buy anything from Sears.