screwing up service and  delivery and ******* off customers

Well, given the 8+ years of Same Store Sales Declines, I'd say Sears is pretty good at that. 

michelina said…
What is Sears really good at? (ie., service, building strong brands, selection, standing behind products/services?)

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For the most part, Sears seems really good at pricing itself out of the market. I don't want to sound negative, but I have very few reasons to shop at Sears. I've always found better prices for equal quality elsewhere (except for the Craftsman tools). Kenmore was a decent brand, and still may be, but there are plenty of decent brands out there that aren't quite as expensive. We recently were in the market for a dishwasher and a refrigerator. We shopped Sears along with several other stores. We liked some of the Sears offerings, but in the end we bought elsewhere. Same for our LCD tv. We checked Sears. They had very nice tvs, but we found equal elsewhere for less. As far as clothing and housewares go, the Sears products compare well, but in the end it's really all about the $$$.

Sears is really good at dressing alike.The color combos they choose really make you want to shop somewhere else.Ever feel a warm feeling when buying a major purchase from a salesman dressed in all black?The Goth kids love Sears...They like the same colors...What ever happened to a nice dress,or dress shirt with a nice tie or even a sport coat.Ahh remember the good old days. I'll bet Ozzie Nelson (Ozzie and Harriet) never went to work that way...So yes Sears is good at dull and drab dress codes.but will they ever view this response??? Bet not.

Customer service......NOT I was interested in buying a mico. The one I wanted was cheaper at another store. Then I noticed they had one on clearance and maybe I would buy it. Same one I wanted but $75.00 cheaper. Only a small dent on side that would go next to the wall. Then I noticed one piece was missing. The bracket that would hold the mico up on the wall. (Only on clearance because it was returned without a box. )A pretty important piece. Do you think they could call the parts store for me to see how much it would cost to get this piece. I was willing to still buy the item depending on the price of the bracket but when they made me look for a pay phone (forgot my cell phone and pay phones are really hard to find) to call the parts store I was mad. They were not busy. Only one I think even in the whole appliance area. To give me the phone number and walk away this is not the sears I used to know.

kmart is my favorite store ,i find many good prices at kmart also their sales items have many great prices,especially their grocies.i do have aproblem with the prices not matching in the registers to the prices displayed and it does take to long at the registers to confirn the prices,but i do have patience as a lot of other people do not.i also like the clearence that kmart has in most areas of the store,ifind many things i need on them.another special they run in their groceries is try me tuesdays in the deli and bakery,i try to never miss these greatitems and prices.kmart really needs to advertise this to agreater extent,maybe even expand this to other departments,like all the stores do at the christmas holidays,but how come only at christmas? why not through the year? a kmart long time shopper.

Thanks for your feedback! Would you like to review your local Kmart store? There's actually a sweepstakes offer going on right now which you can enter by reviewing your local store.

I always shop at sears for the convienience and clarity of the items, the prices are high esp in kids dept but i love to shop in CLEARENCE there are great buys there. i'm always in there looking for sales and they got lots but not exclusive like to go formal, bought a kenmore fridge recently at sears and got the best price at $369.00 good bargain but you have to go all the time for great buys

The people who make Sears operate day to day are the most valuable asset Sears has. For the last seventy years -- at least -- those responsible for buying and product development at Sears, especially in the Craftsman line, have been gods, if not demi-gods, of good management.

I fault many of the operational problems at Sears to squeezes by upper managment on capital investment in things such as better information technology, inventory control and store refurbishment.

Unfortunately, upper management running any company as a finance operation with a retailer attached has been America-wide practice the past two decades at least.

I hope Sears as a retailer survives the coming restructuring of the America financial system. Those who make and provide real products are going to seen again as the real jewels of the American system.

I don't and never did work for Sears, but I appreciate and have high esteem for every one of you that does.

Aristophon - thanks for your insights and warm thoughts! I really enjoy reading about folks' memories of Sears and our brands and hope that we can improve our customers' experience everyday.

Hello Sears & Kmart Community,

I received an invitation to join this community because of a customer survey I took earlier this evening.  I work really hard for my money and am very frustrated by the prices I saw in Sears today for clothes and necessity items.  I was trying to buy underwear, socks and pajamas as Christmas gifts and could not believe the prices.  I did get a nice pair of boots for half price though. 

My time is also another precious commodity.  I guess I am a little spoiled by Walmart and Meijers.  They both offer convenience, a large variety and selection of stuff at a price comparable with the quality of the item and you can always find things on sale.  

Suzie4c

 

You are aware that Craftsman is no longer made in the USA at all. The Town that used to make Craftsman is now using the old factory, the orgional molds tools and dies with the same people who always worked there. Jobs that Americans are proud to have by the way. These Tools which used to be called Craftsman are now sold at HOME Depot under the name RIGID TOOLS They are proud to carry the same wonderful lifetime warrenty they allways have.

"I fault many of the operational problems at Sears to squeezes by upper managment on capital investment in things such as better information technology, inventory control and store refurbishment."

I agree. I have a store near me with great employees. However, it's clear they are fighting with outdated technology. We had a registry, and the scanner guns were a struggle for employees at every store we tried and they used a very outdated OS. It seems that the new leadership is very slow to make investments like these, which is unfortunate.

I think Sears has a number of strong brands, and some locations work well. I also think the order online/pickup in store option is a differentiator. However, Lampert and company need to realize that some investments need to be made. They don't need to outspend others, but they need to open up their pocketbooks a bit. Sometimes you have to spend money to make money...

Sears is good at offering a wide variety of Craftsman tools, at value prices - frequently on sale.

"Satisfaction Guaranteed or Your Money Back"

That is what Sears was and should be good at again.  Bring back that promise and watch your sales soar.

 

I think Sears has excellent Customer Service. I've yet to find a Sales Associate who isn't friendly & helpful.  The Sales Associate who's the most excellent in this area is Junior in The Men's Dept.  He's not only helpful, friendly, soft spoken & nice, but very knowledgable in Sears merchandise & products. I always enjoy having him ring me up.  He even waves & says hi to me when he sees in the distance in another part of the store.

do what Chipotle does - hire different architects for each restaurant so they all have the same basic framework and theme, but are entirely different. I have been to many of these restaurants and am amazed at how they do that. 

 

Maybe experiment with some architects on how to re-invent Sears and showcase how the stores are new and designed with care. It could catch on, and pretty soon Sears could have an interesting store but remain Sears.

Sears has some of the best 'big ticket' salespeople I have ever met...however, they also have some of the worst.  A few years ago I went to Sears to look at ranges, the salesman was new, admitted it and couldn't answer some of my questions, so he asked me to wait 10 minutes while he got someone who could help me.  He introduced me to a lady who was probably the most helpful, knowledgable salesperson I had met. for a good 30 minutes she helped answer  my questions show me different models and even offer some discounts that I was not aware of, we not only bought a range, but a dishwasher that day.  I was so impressed with those two that I wrote to the store manager to express my appreciation for their help.

But...a few months later while shopping at Sears for a big screen TV, the salesman acted like he was on crack, he hardly said hello before he dashed off to help another customer, he returned 10 minutes later talks to us for about 30 seconds, then zooms off again to talk to another customer who had walked in the store...this happened about 8 times in the course of 30 minutes until we finally left (I don't think he noticed) and went elsewhere to buy the TV.

The same thing happened recently when I went in to look for a replacement range, the salesman talks to me for about 5 minutes and sees another customer in the department and leaves me without saying a word. He returns I ask him some questions, he starts to answer- sees another customer and throws a product book at me and tells me to look at it...aarrgghh...

It's wonderful to encounter one of Sears really good salespeople, but some of these folks..they remind me of some of the gamblers I see in casinos running madly from slot machine to slot machine trying to find one that pays off.

What is Sears really good at?  Well now let me think real hard; first by having no sales associates in the stores to assist you.  Then by the credit department screwing up your account.  And oh yes their pricing, shop at other department stores and save money.

You can see by the price of the stock (SHLD) they should be in bankruptcy soon

Umm... Nothing Craftsman made here?

That will be news to the people (Americans...) that work in U.S. Danaher factories making Mechanics hand tools.

The citizens working in Western Forge plants, making pliers and screwdrivers will be confused.

And, the Pratt & Read U.S. of A. workers will be stunned by this "news".

Next time you find yourself in a Sears Tool Department, read the packaging labels of the Craftsman Mechanics' hand tools.

High 90's percent of them will say "made here", or something like that.

And, some people walk around with pudding in their pockets...

Satisfaction or your money back, when the item is delivered to the railway station, awaiting your pickup?

Or, somewhere along the products 15 to 20 year product life, not work'n no more and you want "satisfaction".

The original intent of the "motto" has been interpreted VERY widely, as of late.

Good one Jon...

A few updates: there are some very very active Sales Associates in the stores.

BANKS own the Sears credit now. Direct your frustrations toward THEM.

And, with the price matching policies, you don't need to burn gas all around town to find that very special bargain.

If you can't find it in the store, there's this thing called the Internet...

Are you receiving any retirement benefits from Sears?

Because, if you are and the organization goes into bankruptcy, then...

Well, wishing you all the best!

Care to raise your posts above ONE?

Just got ANOTHER complaint tonight about a Kenmore appliance lasting around a year.

Referred them to 1-800-4-MY-HOME, and hope they receive solid customer service.

One thing Sears seems to be good at these days, I'd say selling major appliances that last less than five years.

 

Other thing we're good at is having outdated kiosks, data storage, and equipment.  It's hard to sell to a customer that's too busy laughing at our pathetic computer.

SecretShopper101 said…

Sears is really good at dressing alike.The color combos they choose really make you want to shop somewhere else.Ever feel a warm feeling when buying a major purchase from a salesman dressed in all black?The Goth kids love Sears...They like the same colors...What ever happened to a nice dress,or dress shirt with a nice tie or even a sport coat.Ahh remember the good old days. I'll bet Ozzie Nelson (Ozzie and Harriet) never went to work that way...So yes Sears is good at dull and drab dress codes.but will they ever view this response??? Bet not.

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Try buying nice dress clothes on an associate's budget.  Less than $20,000 dollars a year DOES NOT leave extra money for a swanky wardrobe...

Sears Sales people are very good at educating customers. Epically in the ever changing electronics world. However, The story here in Kelso/longview washington is You go to sears to learn about the new technology and then you go to Fred Meyers (a local chain owned by Kroger) To buy it because they will have it in stock and sears will take you a week to get it or pay $65 and take a day off work to get it deliverd.

SecretShopper101 said…

The Goth kids love Sears....

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na they get harassed enough with out the stigma of going to sears

Thank you. Thank you very much...