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

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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.