Customer Feedback Discussion Board

How can we improve Sears and Kmart?

Docbn — Fri, 26 Mar 2010 13:40:41 GMT

Close all the stores you'll be doing a great service to consumers!

How can we improve Sears and Kmart?

Marshad50 — Sat, 20 Mar 2010 22:53:47 GMT

I so agree!!!!

If you live in Midland, TX don't plan on buying anything there that needs repaired as they don't have a repairman. Unbelieveable??? That is right, we have a Water Softner and can't get it repaired. No other repairman wants to touch a Sears. Soooo, we are stuck with a Softner that doesn't work and they don't care!!!!

How can we improve Sears and Kmart?

shelly92555 — Fri, 19 Mar 2010 21:01:05 GMT

I have been a consumer at Sears since I was a young girl. I still can remember every September, our mother taking us to Sears for our new school clothes. I still can remember we always went to the bargain section, which now is usually called the clearance section. We got three dresses for five bucks. Can you believe that? And I am not that old.Later on I became an employee myself of Sears. And I also continued to be an avid consumer, especially with appliances

At that time there was no better customer service than Sears. If you had a problem and me and washing machines do seem to do battles a lot, they were prompt and always very supportive.

Things have changes since then or maybe the last ten or so years

But, still a lot of times when you are walking in Sears and an associate smiles and asks if she can help that makes a difference.

You feel like a real person who matters to the store. Not something to look thru and pretend does not exist

So, how to improve Sears customer service

I say go back to basics. What worked before will work again. It just has to be implemented again.

How can we improve Sears and Kmart?

cas91y — Fri, 19 Mar 2010 15:50:42 GMT

The Sears Essentials near me in Barrington, NJ and the K-mart I shop in Glassboro, NJ have many problems. First of all, when I go into either of these stores, I feel as though I am stepping back in time. The basic look of the Glassboro store hasn't changed since I was a kid and I am 34. When I walk into Target or Walmart, I feel these stores are cleaner and more organized. I don't care about bubbly employees, in fact, I'd rather do self checkout. Neither of the stores I mentioned have self checkout because they are so dated! At competing stores, also, I can get fast food at Subway or the Target Cafe or even Starbuck's. What do you offer? It is definitely NOT about customer service and more about feeling that I should be wearing a Mumu and bedroom slippers when I shop at Kmart or Sears Essentials.

How can we improve Sears and Kmart?

Docbn — Mon, 28 Dec 2009 14:17:46 GMT

Better training for all employees; retail stores, sears.com, and corporate. Including some lessons on etiquette.

How can we improve Sears and Kmart?

AdamO — Mon, 28 Dec 2009 06:00:10 GMT

Make the registers able to communicate with the Sears.com site, not 12 feet away from the Cash Register island.

How can we improve Sears and Kmart?

AdamO — Mon, 28 Dec 2009 05:57:05 GMT

And, the Sales Associate knew about "next week's" sales, how?

Drop by the store, during the new sales period and have your purchase Price Match adjusted at any register.

And, by buying the grill when you did, you had one extra week of use of your new grill, before getting the price adjusted.

And, with the grill NOT on sale, it was definitely in stock, with less buying competition from the on-line purchasers.

Sometimes a negative can also turn out to be positive.

How can we improve Sears and Kmart?

pahtah — Mon, 28 Dec 2009 05:40:43 GMT

I would love it if they brought back the actual blue light specials and had the old blue light flashing and gave the extra % off. (As many times as I have been in Kmart I have yet to see it) That always attracted crowds. It would be nice to have a few seats for the elderly to sit in at both Kmart and Sears, as walking from front to back can be tiring for some of us older people.

Post directory of department locations in each entryway. (let people know there is a checkout in Garden departments in back of store).

I do not like the junkie looking clearance bins. Most prices are incorrect, some do not have pricing, and several items in there are not clearance (as the are dropped in by people not wanting item). some items are broken. It might be a good idea to put a price checker in this area along with red clearance sale tags. Have a better organization of items for the clearance. If they do not sell within the month, reduce them again. I have seen some of these items in there for many months. Also, some items are priced too high and should not be in a clearance or closeout bin (maybe should be put in a department sale area).

Restrooms in Kmart need more attention. Sears has better looking restrooms. (Galesburg, IL area.) Always sparse on checkers. I have been in long lines, more than 4 in line, they should call for another checker.

Update the clothing areas in Sears. Need fresh and modern clothing merchandising. Also need an improvment on online clothing. Get manneguins for clothes. Use 360 degree viewing. Get kids clothes in red and blues, not just brown, black and white, i.e, pants, blouses, sweaters, etc. Clothes are limited in colors.

They both have Friendly cashiers and customer service people. Makes it nice to shop in both stores. Kudos to the associates.

Get good food or better grade in the snack bars. They used to sell good food and these snack bars were always full. Now they are very seldom full. You might as well have vendor cases with sandwiches, as that would taste better than some of the food offered.

How can we improve Sears and Kmart?

bocephendorfer — Mon, 28 Dec 2009 03:26:51 GMT

since the companies merge as one it is time to remove the duplication of effort

How can we improve Sears and Kmart?

wendymorgan — Sun, 27 Dec 2009 23:54:38 GMT

I would like to see a better craft department in Kmart. They really don't have anything for the stampers, card makers, or scrapbookers. That is the only reason I don't shop at Kmart. Kmart has nicer and more helpful employees, better prices, and cleaner stores, but I end up shopping at Walmart for their crafting selection.

Also a better pet area would be nice. I have a turtle and the only aquarium supplies I've seen is for fish. That's the other reason I shop at Walmart instead of Kmart.

I haven't been in to a Kmart in awhile, but I LOVE self check out. That would also be a great addition if you don't have it.

How can we improve Sears and Kmart?

CelesteC — Tue, 20 Oct 2009 21:06:25 GMT

I recently shopped at the clearance sale and when I checked my receipt after returning home, some items were overpriced. I bought three pairs of jeans, but only one was priced. Since they were all the same brand, I thought they were all the same low low price. The customer service associate advised me that they were not all the same price -- then she refunded me the difference anyway, which I thought was really nice. KMart has some really good clearance sales, and they definitely have better clothes and merchandise than Walmart -- especially the household stuff -- like Martha Stewart. And their tools are really high quality -- Craftsman.... much better than Walmart's. I find the associates are very nice. I shop at the suburban New Orleans store on Clearview Parkway.

How can we improve Sears and Kmart?

mhcgjl — Sun, 18 Oct 2009 15:43:48 GMT

The stores need to be the same layout. Each store is different. If I go into the Kmart on Schoenherr (Warren, MI) it is totally different than the one on Garfield (Clinton Twp, MI). The checkout areas are totally cluttered (from the customer service desk to the checkouts). I know you want to sell things, but it's too much "stuff".

How can we improve Sears and Kmart?

freezebo — Thu, 09 Apr 2009 16:33:10 GMT

Sears does not feel it is important to honor their obligations to their customers. A purchase was made for welding machines at a clearance price with sufficient inventory to fill the order. When I went back to pick them up I was informed that the price charged was incorrect and they refused to honor the price on the sales check. The only "satisfaction" they could offer was to refund my money. I spoke on 3 different occassions to the National Customer Relations department who were absolutely no help at all and are only there to delay and hope you give up on your complaint. Instead of escalating my issue, they actually de-escalated by going back to the store for a determination, and then closed the issue. This is a classic "bait and switch" tactic and I am an extremely dissatisfied customer.

How can we improve Sears and Kmart?

fixkmart — Mon, 06 Apr 2009 03:48:32 GMT

I agree with you JonnyV, Sears does not seem to have their in store inventory and online selling capabilities linked properly together. If you buy something online and go to pick it up at a store, one should at least expect that the inventory is available when you have confirmation from Sears that it is indeed in stock. With all the computer and inventory capaibilities that are out there today it is amazing that Sears has not improved this system. And to goodole, not much time is lost by simply strightening the store for a half an hour everyday. The essential workers such as the cashiers and customer service are still left at front to check people out etc. I should send pictures on how neat and clean the store has become for all to see. It is truly a miracle, now if they would only spend a little captial in the stores and paint and remodel etc. But, I guess thats not what fast Eddie wants to do with his hedge fund retail operation.

How can we improve Sears and Kmart?

RadicalRick — Sun, 05 Apr 2009 03:05:08 GMT

This is so Easy, I would like to be put on the board ( of course) because I'm going to make Sears, Americas favorite store again!. Sell more American Made Products, Advertise on your commercials how Sears, keep America going by providing Americans with jobs and supplying hard working Americans with Quality American made Products. Sound familiar?. This is how Wal-Mart became the #1 retailer before it Sold US Out to Communist China. American Economics 101: Americans Can't buy products from SEARS if they don't have jobs.

How can we improve Sears and Kmart?

JonnyV — Sat, 04 Apr 2009 19:56:28 GMT

Please fix your customer service and inventory control system! I haven't purchased anything from Sears in a very long time, and now I remember why! I placed an order at Sears.com a week ago. The item was in-stock (and the price was unbeatable) and available for pick up "Later Today" at my local store. I checked the on-line order status today , which is mostly useless, and it hasn't changed from "Pending e-mail confirmation". I called customer service and was told that the order was cancelled because the item is not in stock at the warehouse. What? Was anyone going to contact me to let me know that I no longer had an active order? Why cancel the order? Per Sears.com, the item will be in-store in 5 - 7 days, and when it's again available it will likely be at a higher price. Abysmal.

How can we improve Sears and Kmart?

goodole312 — Sat, 04 Apr 2009 14:09:06 GMT

fixkmart said…
At our Kmart store, we have implemeted maniditory straightening for 1/2 hour every day in the afternoon and 1/2 hour after we close at 9pm. This has been implemented since the arrival of our new regional district manager who is pushing hard to improve the stores in the upper midwest in appearance. Everyone from the assistant managers to the HR and receiving staff is expected to straighten and clean. Since this polcy was implemented 2 weeks ago, the our store is much more cleaner and nicer looking than ever before! Just goes to show what can be done if everyone works together to accomplish a common goal at Kmart.

how much of the essensal work isnt getting done with everyone straightening the store?

How can we improve Sears and Kmart?

fixkmart — Sat, 04 Apr 2009 04:21:55 GMT

At our Kmart store, we have implemeted maniditory straightening for 1/2 hour every day in the afternoon and 1/2 hour after we close at 9pm. This has been implemented since the arrival of our new regional district manager who is pushing hard to improve the stores in the upper midwest in appearance. Everyone from the assistant managers to the HR and receiving staff is expected to straighten and clean. Since this polcy was implemented 2 weeks ago, the our store is much more cleaner and nicer looking than ever before! Just goes to show what can be done if everyone works together to accomplish a common goal at Kmart.

How can we improve Sears and Kmart?

goodole312 — Fri, 03 Apr 2009 20:45:57 GMT

nanny said…

I do shop at Sears, but would rather shop at Penneys. Each time I purchase from Penneys I get a survey. After doing the survey I get %15 off my next purchase. I keep going back for that reason. The Sears' surveys offer nothing but a (small) chance to win a gift card. Give us an incentive to keep coming. We are trying to save money and every % off helps.

I get super annoyed at being asked if I want a charge card. NO, I do not. Please stop asking.

the sad thing about the survey is that it used to be 5 bucks of your next purchase back when it would only pop out at random times now that everyone gets one they decided to make it a chance at the gift card prize which i still don't remember them actually announcing on this site like they said they were going to although i really haven't been looking for it

yea the stores get so much for each app that's approved so since it can be a big source of income they really push for it.

How can we improve Sears and Kmart?

nanny — Fri, 03 Apr 2009 19:26:02 GMT

These are my first comments here. Just shopped at Sears today and completed the survey which brought me here.

The Kmart store here is just plain nasty. Floors are dirty, merchandise is unorganized, sale items not clearly marked, so I do not shop there.

I do shop at Sears, but would rather shop at Penneys. Each time I purchase from Penneys I get a survey. After doing the survey I get %15 off my next purchase. I keep going back for that reason. The Sears' surveys offer nothing but a (small) chance to win a gift card. Give us an incentive to keep coming. We are trying to save money and every % off helps.

I get super annoyed at being asked if I want a charge card. NO, I do not. Please stop asking.

How can we improve Sears and Kmart?

John3265 — Thu, 02 Apr 2009 22:11:38 GMT

Well since the store I work at just fired 2 Full Time Salery Managers and 6 Full Time old Timer Associates they better be careful and treat the ones who still their good.

How can we improve Sears and Kmart?

goodole312 — Thu, 02 Apr 2009 00:48:58 GMT

smar25 said…
Clean up the stores and make them more customer friendly. The ones near me look like a flea market--disorganized, overcrowded and no real flow. When I shop I do not have time to hunt and peck through racks to possibly find what I am looking for. The dressing rooms are in some real need of upkeep as well. My local good will store is better organized, and the dressing rooms are neater and tidier. I guess I had hoped Sears would improve Kmart, but it looks like Kmart dragged Sears down.

the big problem there stores are not given enough hours to have people there to put out stock straighten wait on the customers and clean up so the over all customer experience is failing and costing customers

How can we improve Sears and Kmart?

smar25 — Wed, 01 Apr 2009 21:21:03 GMT

Clean up the stores and make them more customer friendly. The ones near me look like a flea market--disorganized, overcrowded and no real flow. When I shop I do not have time to hunt and peck through racks to possibly find what I am looking for. The dressing rooms are in some real need of upkeep as well. My local good will store is better organized, and the dressing rooms are neater and tidier. I guess I had hoped Sears would improve Kmart, but it looks like Kmart dragged Sears down.

How can we improve Sears and Kmart?

tobybear — Wed, 01 Apr 2009 06:30:01 GMT

I understand that Sears has internet orders and that they can ship to a local store for free!

But that should be part of their advertising, in an effort to compete with online places like Amazon and Overstock. Older generations would be more likely to order something from Sears, a company their parents orderd stuff from 75 years ago than newer online companies.

It would even be appealing to a younger generation to know that they can order something at a competitive price and pick it up at an actuall store with no shipping costs. And have an actual store with a real live person they could go talk to if there were problems.

And I understand that I or anyone can already do this, but unless Sears promotes it more, the majority of Americans probably wont.

Every Sears commercial should be 97% someone shopping online, kids buying video games, men buying tools, etc.. with a voiceover like (Shop online at Sears.com and have it shipped to a local store for Free!, or directly to your home for a small fee!) and at the end 3% of an appropriate Sears associate (young gamer, mechanic type, etc) standing in front of an actuall random Sears store at a mall saying something like "Sears, shop online, or come and see us!"

Sears might even pick up some in store business from people picking up online orders!

Seriously I used to have those types of discussions with my parents. My mom would wonder how someone could order something from a company like Amazon, online, with a credit card! My response would often be something like,'The same way you would call Sears and order something with a credit card."

And my complaint wasnt just that online counts dont match in store counts. But that an item like a Craftsman 42" Lawn Tractor mulch kit isnt even listed online! My dad bought one a few years back, so its not like its a new item. The Sears Outlet site lists them if you google the part number, but the Sears store site dosent. On a Sears item.

But it would be nice that when I go to the site, enter my zipcode, then search for items, if a list of stores in my area and the items availability status and the appx number at each store was just automatically there. 0, 3 or less, >5, >10. But I understand that hard counts can be off, there may be a lag between a stores computer, and online updating.

How can we improve Sears and Kmart?

thatmanguy — Tue, 31 Mar 2009 03:32:11 GMT

The internet is tied in to store stock availability. It's up to the store to make sure their counts are correct.

Sears has orders through the internet all of the time come through the store. Either someone orders a product to the store or they order the product directly out of store stock. An order prints out in the warehouse whenever an online order comes through, the item is automatically deducted from the store's inventory, and the product is placed in the customer product bins.

I view Sears.com as the new Sears catalog, and it gets better all the time. You can find sooo much stuff on Sears.com, case in point is the automotive section.

It used to be that you could look at tires and batteries online, and that was pretty much it. Now that Sears.com is linked into JCWhitney's ordering system, Sears.com users have access to parts and accessories for thousands of different models of cars.

It'll only get better as time goes on and more people give Sears feedback on what they need to improve. Keep the suggestions coming!