Wow, thank you so much for being so thoughtful, specific in your recommendations and cognizant that these sort of changes are expensive on the whole. Have you ever shopped sears.com and kmart.com? I'd love to hear about your experiences with this.

Yes, actually I am the one the emailed those at Sears.com to add the wish list and save for later options on the website along with many other options that have helped Sears.com become more competitive with the likes of Amazon.com and other online super shopping sites.
I've also gotten more sections added to the home profile on ManageMyHome.com.

Sears.com is doing very well with the changes I asked them to make and if I feel like they need to make any more significant changes, I'll be sure to use this resource to do so!  I have been emailing sears.com customer service all this time before I discovered this site last month.

Kmart.com is doing very well, especially since moving over to the great Sears.com format.  If I had a beef with Sears.com's format, it would go hand in hand with Kmart.com.

One thing I asked Sears to change was their advertisement of Craftsman Club.  I told them to place its existence in their tool ads for the week of the Craftsman Club run every month.  They implemented that this year and I think it has been great for business.  But, part 2 of my request went undone, and perhaps you and the team can help me with this.

On sears.com, we need to advertise the Craftsman club prices (and I can also tie this into rebates).

For example, we have two scenarios as far as price is concerned.

(also, if I had better text editing software on this website, I could better illustrate my point, but until then, I'll put any text edits in parenthesis)

If an item is at full price, do something like this.
$1299.99 full price (strikethrough)
$300.00 savings
$999 Craftsman Club Price! (blue font with "Craftsman Club" being a hypertext link to the Craftsman Club signup page)

If an item is on sale, do something like this
$199.99 full price (strikthrough)
$50 savings
$149.99 (sale price in regular red font)
$20 additional savings
$129.99 (blue font with "Craftsman Club" being a hypertext link to the Craftsman Club signup page)

and you could go a step further and use this practice for rebates also, that way appliances Brand Central would also be affected.  For example,

$2399.99 full price (strikthrough)
$400 savings
$1999.99 (sale price in regular red font)
$200 savings from 10% rebate
$1799.99 FINAL PRICE (make a bold statement with a bold color)

This would be great because the customers can visualize how much the end price would be because we calculated it for them, and they would be more apt to submit to filing a dreaded rebate.

Sears would get so many more signups and so much more return business due to the increase in Craftsman Club books being sent out every month.

Also, a lot more Craftsman Club books need to be sent out to stores because we run out usually by the first or second day and we have people asking for Craftsman Club books to use to shop all week.

Thanks for all of your feedback and insights! We look forward to your future thoughts, as well!

I am happy w/ the Sears store in Topeka, Ks. It is clean & associates are helpful w/out being annoying. The KMart stores are another story. They never have anyone on the floor to help, just cashiers. I can usually find what I want but there are times I would buy more items if someone could help before I get in line to pay. And the bathrooms smell & one of the two stalls is usually broken. There are a few good cashiers but lots of times, they are so busy visiting w/each other, I feel like I'm intruding. A store is only as good as its worst employee. I can be ignored at any store. I look for a store that has smiling, happy employees. I will even pay a bit more for good service.

They need to have things in stock. I had to wait a month for them to order so more waffle makers.People are not happy with Kmart they rather shop at Walmart because they always have things in stock.

Have we thought about extending Layaway to the online community? This could assist those who do not have a Kmart close to them and the products could be shipped from the DC which would be easier on replenishment. There could also be an added benefit with working parents who do not neccessarily have time to stop in but could make their payment online and add items to their cart.

K-Mart needs a lot of help. I look at the adds every week and they can't beat Wal-mart in Paper products,Pet foods, Cleaning Supplies, Electronics, etc. and their line of clothing  and footwear needs to go. Stop paying Jacklyn to sell her clothes. Most is old fashion and crappy material. I do like Martha Stewart's stuff it's nice but too pricey . I can buy nice for cheaper at Kohl's.I thought when Sears took over they would bring some new brands in. All I have seen is appliances.I really don't know how they stay in business/ or compete.

Hi,

I have to agree with the comments that customer service needs improving. I was in Sears today to purchase a large tool item for my husband, ($200+). I knew exactly what I wanted and had to interrupt 3 clerks chit chatting to get help. They made me feel like I wasn't worth the trouble.  Because it was a heavy item, I had to wait for the customer pickup dept. I waited and and waited and then that clerk seemed upset because it took longer than 5 minutes and he made me feel like it was my fault because he couldn't find it right away. I am not expecting a red carpet treatment, but It isn't nice to shop at a store where they make you feel like they would rather you never came in.

Tfreema1 said…
Have we thought about extending Layaway to the online community? This could assist those who do not have a Kmart close to them and the products could be shipped from the DC which would be easier on replenishment. There could also be an added benefit with working parents who do not neccessarily have time to stop in but could make their payment online and add items to their cart.

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Hi Tfreema1, thanks for your feedback. I'm not sure that online layaway is possible to implement.

Have you been inside a Sears store lately?  Try coming down to Columbia, MO.  The place looks its age and is way too small.  We still buy our appliances and tools there, but there comes a point in time when you have to say "I want a more pleasant shopping experience". 

Kmart will never (never, ever, ever, never) compete with Wal-Mart.  Dump that **** store and revitalize Sears. 

You guys still have great appliances and such (Consumer Reports best vaccuum which we just bought this weekend -- Kenmore Progressive) but you can't just sit around while Rome burns hoping for the best.  Sooner or later the stores are just going to get to the point where they have outlived their useful life.

Sears earned its reputation because of two things:

* The customer was always right

* Outstanding service before and after the sale.

Well you got rid of #1 a few years back.  I don't care that EVERY OTHER store has a return policy; what I care about is yours.  By doing what "Everyone else is doing" you became everyone else.  So you lost an important differential right there.  A big one.

#2 is failing fast.  The dedicated, knowledgeable employees are still there -- but it seems when one leaves you replace them with someone who knows nothing.  Invest in the employees if you want to sell large ticket items.  I'm not about to buy a $1,300 Kenmore refrigerator from someone who doesn't know jack about it.  Case in point I bought a Kenmore Progressive vaccuum ($349 after MPA and tax) this weekend because the employee took the time to show me the features and demonstrate it.  THAT was customer service.

My final piece of advice -- start advertising yourself.   What's the deal with "A&E Service and Repair" on the Sears trucks now?  I don't understand that.  Who the heck is A&E?  The first time one showed up I had to quiz the guy to make sure it was Sears and not some third-party fly by night company.  If you guys don't have enough faith to put your own NAME on your trucks how in the world do you expect me to have enough faith to shop there?

 

try advertiseing products made in americia have some national pride,bring back the big sears catalogue,this is still the united states ,instill a can do attitute in all employees and management ,wall mart was all americian products now its cheap made in china crap  k mart too as our jobs go over seas so has our spending money  by buying more made in americia,will  create more americian jobs and a loyalty from the americian worker , we need to rebuild our bussinesses here. sears could realy help in doing that for a lot of small  grate quality americian bussinesses,we are sick of junk at any low price.

The Sears at Oakview in Omaha needs more sales people.  I went in to buy an electric screwdriver the other day and had to look around for quite awhile to find someone to open the locked storage so I could buy one.  This was in the middle of the day on a weekday.  Probably not a high traffic day but if I was not spending a Sears Gift Card I probably would have gotten tired of waiting and gone to Lowes or Home Depot.  On Sept. 23 we visited the same store, in the evening, to purchase a wall oven.  There was only one sales person in the appliance department and he was busy with someone else.  He finally called over another person to help us.  We had already picked out the oven on a previous visit and had our cabinets remodeled to fit it or we would have gone somewhere else.  The service in Sear's stores is getting pretty bad.

 

rstinnett said…

My final piece of advice -- start advertising yourself.   What's the deal with "A&E Service and Repair" on the Sears trucks now?  I don't understand that.  Who the heck is A&E?  The first time one showed up I had to quiz the guy to make sure it was Sears and not some third-party fly by night company.  If you guys don't have enough faith to put your own NAME on your trucks how in the world do you expect me to have enough faith to shop there?

 

---

A & E is a Sears service, it started as a joint operation between Sears and Whirlpool.

Now, I see your concern is basically "Why doesn't Sears put their name on their own service trucks?"

Well, Sears has the largest retail in-home service fleet in the nation, period.  Do you actually think that other appliance and tractor retailers are willing to spend the money to build and maintain a massive infrastructure to compete with this?  Nope.

What they do is contract Sears to do all of their appliance work because Sears knows what they are doing and they have access to all the parts that decades of relationships to every major appliance manufacturer will get you.

Now, would it make sense to send a Sears branded truck to another appliance retailer's customer?  Nope.  That's where their massive fleet of A&E trucks comes into play.  A&E trucks are part of the regular Sears service fleet, so that's why they show up at Sears customer's houses also.

I recently went to Sears in Baton Rouge, LA. And that is saying a lot since I am NOT a mall shopper. And I had to drive an hour to get there. I went because they were having a sale on chain saws and I needed a nursing bra (which for some reason is the only place in town to get a good one is you are not 20 having a kid). We got some baby clothes that were on sale, a chain saw and a bra. But here is the issues. I will probably not go back.  There were two associates in the baby section, but even after we asked for help (the signs for what was on sale was confusing and the racks were a mess) it was like pulling teeth to get them to help us. We were the ONLY people in the section. This was Saturday evening, not right before they closed, but around 630pm. The only person that talked to us at all the two hours we were in your store, was the lady trying to sale home improvements, that we told her twice we did not want. We could not find the restrooms, when we did they were a mess and I was afraid to change my daughter in them. When we finally found the maternity sections where the nursing bras are, I could not find the bras because they were hidden behind a wall and the racks were so close together, I could barely get back there let alone a pregnant woman!  Then I found what I wanted and I had to walk all over the floor from section to section with bras in my hands to find a dressing room. Again NO HELP! When I would find an associate, I would get told the dressing room was closed go to another section. I am a grown woman with children, I should not have to try on clothes in the little girls section at 6pm on a saturday evening. I should not be forced to walk all over the store with underwear in my hands to try it on. How embarassing! Would you do that to your mothers? I would have bought more than one bra, but I would have had to walk all the way back and then climb through the racks and find another one and then come all the way back. I was going to buy some shirts, too. But if you can't try on clothes, women are not going to buy things. Then we went to the chain saw section. The young man there did not seem to be busy with customers, but too busy to get what we needed off of a very tall shelf. But we got one. And at least he was able to help us!

It was a terrible experience. Why should I drive an hour to go to Sears when I can go 15 minutes to the crappy Walmart here and get the same service. I went to Sears for help. What I got was ignored. Too bad for you, Sears!

My wife and I created a Sears Registry for our wedding back in May. We enjoyed the items we received from Sears. However, the registry process leaves much to be desired. The scanners seemed to be old and the employees--despite their best efforts--struggled to get them to work properly. A few individuals told me computers or the printers were often down, and I've experienced  the outdated computers that could barely crawl.

Given what just one registry can bring in in terms of revenue, I think they need to update the computers. I'm guessing the old Palm scanners are part of a larger logistics update that's needed, but I could have dealt with that if the guests weren't being hassled. As I said, I liked the Sears gifts we received, but I can't recommend a Sears Registry to others until these items are improved.

I am a SHC associate and I have to admit customer service in the Sears stores is horrible.  You walk up to a register and the associate will walk away, look away or keep on talking to the other associate - everything except help the customer.  The Stratford Square Tool Dept is the worst place ever to try and get help.  The store at Spring Hill isn't much better.  I went in to exchange an item and the salesperson didn't know how to do an even exchange.  After she messed around for about 20 minutes she called a manager, who then couldn't figure it  out either.  I was shocked.  They both kept trying to have me pay the difference for the item's sale price and regular price, even though it was still on sale. I waited about 45 minutes for them to finally figure out how to make the exchange. 

A relative went to Sears to purchase a washer, dryer and a refrigerator for their home.  They went into the store and the associate pointed to the area where the appliances were, not very interested in helping them.  They left to check out other stores, but came back to Sears.  When they made their trip back they couldn't get anyone to wait on them, even though the store wasn't busy.  They ended up purchasing the items at a competitor.  No one seemed to care.

 

Often it would be easier to steal an item than to pay for it.  Finding an available sales person or open register is a challenge and when there is a good sale, particularly in the tool department, forget it.  Plan to spend all day in line.

I get the feeling from this site, that Sears knows the service is bad. What I fail to understand is why they do not take greater steps to address this.  When I was in retail management, if we had an employee that did not reach our standards of customer service, we sent them on their way.  It seems from here that they (the employees) talk about how to make things better, yet they are not listening to what the customers say. If the service is horrible, the prices had better be rock bottom. That is why and only why Walmart is in business.  People will agree that the service is horrible and that the stores are dirty and crowded, but they still shop there. Why? No one can beat the low, low prices. If Sears, and other middle end retail stores, expect to stay in business in this economy they better get with the program.  Customers are more and more voting with their wallets.  If the stores that sale better merchandise for a higher price are not able to have any service at all, people will continue to pay Walmart and complain about it to others.  At least at Walmart, I can try on clothes.

Hi Pam: I shop alot at K-Mart. Here are my issues:

1) Some cashiers will accept my internet coupons others will not! and this all happens within 3 local stores (Chesterfield), (Marine City), (Richmond).  I get very annoyed at this I have purchaced the item because I have a coupon and then after it is rung up and half the merchandise already bagged the coupons are tallied and then they come to an internet one sometimes they will accept a few and then they will get to the next one and say they can't accept them!!  I think this is quite rude! I spend hours shopping and comparing with my coupon box, before selection the best deal and quality of product, I spend hours on the internet looking for the coupons and taking surveys to get them I spend my paper and ink to print them and then after all that it seems as though the cashier decides I am saving too much money!! even though I hardly ever get out of the store without spending $100 + and getting the feeling that I really did not get the savings I was expecting.  When the double coupons run the prices seem to be raised up for the event, alot of times the things you have coupons for are out of stock or just not put in the display and the area where the item is supposta be is empty.

2) Between these 3 stores the prices on the same item including the clearence item differ.  ALL K-MARTS should have the ssame prices for the exact same items so you don't have to travel to 3 locations and remember what items you need to purchace here or there.

3) Items on sale such as Folgers Coffee and 9-Lives cat Food are out of stock at some or all of the 3 stores for the whole weekly sale.

4) All products should be priced so you don't have to search for the scanners or there should be scanners in every department.

5) I feel very degraded when I get the scoff look with my coupons or when I have to remind the cashier that she did not scan one.  I don't think I should have to keep my eye on the cashiers every move and keep my eyes on the prices as they are being rung up (to make sure they are what they shoud be ie: sale circular price or price indicated at display or on the product.  After 3 hours of shopping I am exhausted and I just want to make a smooth transition through the checkout. Not be asked did you get the shampoo or the hairspray? Did you get the dog or the cat treats? Did you get the liquid Dove soap or the bar soap?

6) Please make this transition easier for us coupon shoppers (of which there are many) all wandering around looking for the right size, make, model, brand, price. Obviously alot of people don't have much money anymore and we are trying to make the most of our dollar and our shopping experience we would like to do it at one store to save gas get the items we require that are on sale and use our coupons before they expire and not have to plan on waiting a few days later to return to the same store or the other in our area to find they are out of stock too and there the regular price or clearence items are much cheaper than the ones you just bought a few days prior at another store give us some respect PLEASE.

7) I try to be as polite as possible to both the associates and to other customers while shopping I might see someone buying an item I have a coupon for but I feel the savings is not worth me buying it. for example IAMS Cat Food is very expensive but I still cut the coupons put them in my box and if I see someone grab a bag of the IAMS I will give them my coupon. Sometimes I will just put the coupon by the to expensive for me item and I hope it will help another person out.

8) As much time as I have been spending in K-Mart shopping I try to make it a good experience and I like to leave the store feeling like I made an accomplishment and found all the things I needed, saved what I thought I was going to save, and felt like the cashier was not acting as though I was taking money out of her pocket with my coupons.  RESPECT ME I WORKED HERE, SPENT ALOT OF TIME HERE AND AT HOME ON THE INTERNET, BUYING THE SUNDAY PAPER CLIPPING ALL THE COUPONS-Catagorizing them in my box it is almost a full time job TO SAVE THIS MONEY PLEASE DON'T DEGRADE ME BECAUSE OF IT!!!

Yikes! Stealing should never be an option. Thanks for your feedback about open registers and available sales staff. 

I think a good way to improve sears is to introduce a layaway program this would be good for business because it would draw people back into the store weekly or biweekly.. I have a sears credit card but would rather not rack it up any higher and it would give people the opportunity to pay over time...I also think Kmart should abandon the circular ads because so many times we go there looking for something on sale and there in none in stock..even on the first day of the ad..the Kmart near my home was once a very nice store with an auto repair and a restaurant but now both are vacant.

Hi steve2135 - thanks for your suggestions!

Actually the snowblower August layaway sale was done away with 2 years ago. A shame since the snowblower was gauranteed for saleschecks paid off by november 1 and the merchandise was off site til paid in full.

This new Xmas Layaway program excludes jewelry from what the articles read. Frankly, its hard enough keeping the dot com orders straight at the stores, this should really fowl up (pun intended) Black Friday and HFM. Just my 2¢

At the Lawn and  Garden Dept. in Elkhart, Indiana they have a very high employee turnover.  Everytime you go into the store there is always different people there that are not experienced.  You ask questions and they don't know about the product or what is on sale.  Is it their fault or managements fault for not training them right? 

Abe - Would you mind writiing a review of this store? It'd be really helpful for the store manager and others to understand what our customers are experiencing. You can do that on this site by clicking on 'write reviews' and following the next steps.

what happen to the old k-mart where i could buy material go to snack bar and get something to eat and drink while taking a break from all that shopping. i like k-mart but it is not enviting any more. it is almost like they want me to get in and get out. when i shop i like to take my time look at everything and i mean everything and i get thirsty or hungry but nothing. heres a hint wal-mart is doing the same thing. you think they should care what the customer needs while shopping

i am glad you asked k-mart looks like Martha Stewart exploded. why her stuff is nice is that all there is. i could tell you a lot on how to improve the store. bring back the material dept. wal-mart is getting rid of there's and no where to go for material. bring back the snack bar for coffee and cold drinks. wal-mart is getting rid of there's. make my shopping less stress than it should be. don't make me feel like you want me in and out. don't get me wrong it is not the people who work there it is the store that makes me feel that way. when i walk in the store the first thing you see is sheets and towels. come on you could do better than that. i could do better than that. make the store inviting and fun to shop. what happen to the popcorn?

I think first and foremost that the kmarts need to have more employees. This is the biggest turn off, you can not always find help, you wait in long lines, and floor associates are rarely ever present. Sears I have been to do not have this problem. I cannot fathom why such a difference in shopping experience from one to the other. a kmart closest to me is absolutely understaffed at all times. I worked at it last holiday, and I enjoyed the job but not the lack of help, it was plain embarrassing for me to have 9 people in line and waiting for someone anyone to answer a page and help. I was asked to return to that store in particular for regular employment and decided against it. More because I do not want my face to be the one they see at the end of a long wait, I don't want to be the one faced with angry customers, who waited in line too long. Customers tend to direct the frustration at the person in front of them, and honestly there is no excuse for not having the store staffed.

dy725, thanks for your feedback! Did you know you can review your local Kmart or Sears store on this site? Just click on 'Write a Review' and choose the Local>Shopping>Department Stores links. It would be great to understand how the local stores are doing. Thanks!

I think the stores should be able to control there temperature environment locally.  Just because it's still quite cool in April where the main office is, doesn't mean we are enjoying those temperatures in Georgia.  I have left my local K-Mart several times because it was stifling hot - and I am usually cold in stores. 

 Also a self check lane would be useful.  I know that they were installed at one time, but pulled in less than a year, I believe.  I personally would rather scan my own purchase than stand in line behind people with a cart full of items.  Or have one land dedicated as express with a limited item count.