Found a product online that was too heavy to order for home shipment. Went to store to pick up as the online site said they had them in the store. Price for product was regular price. I asked some crotchety older woman who said that's probably the online price. I said ok....what do I have to do to get that. "Order it online and it will be ready in 2-4 hours for pickup here". Really? Granted there was 1 customer in the store that I could see and 3 employees (that should tell you something). My bad for not seeing the online only price (far upper right of web page - not down by the actual pricing itself) but you'd think she would have tried to make it happen since the store was dead. Nope...can't help you. I said no sale...see ya.
Brick and mortar is dying. She said something about the fact that no one like the online ordering process. (Get use to it... you're store will be closing in the next several years is my prediction). Wal Mart has the same price for the product online or in the store. Drove to Hudson and picked up what I wanted in 5 minutes - no problems.
Retail is competitive. I won't go back in that store anytime soon. Craftsman tools are great but that's about the only thing good there.
Absolutely ridiculous. Entirely regretting doing our gift registry at Sears, especially considering the quality of the employees they hire. Never shopping at any of their locations again.
We're getting married in two days. Some of our guests were kind enough to ship the gifts they got from our registry to our house instead of bringing them all to the venue. We received a cheese plate (about $13 retail) in a box with some other items that was broken in half. The receipt was stickered right to the plate. We brought the damaged plate to this Sears location, found the exact same plate in store, and brought everything up to the register. The manager on duty, Chris, was entirely unhelpful and combative, and refused to help us at all unless we could provide the email address or phone number of the person who sent the gift. The guest who sent the present is the daughter of my parents' friends who have known me since I was little. Long story short, I don't have contact with the guest who sent the gift and don't have either her phone number or her email, neither of which was provided on the shipping receipt (which still hadn't even been removed from the broken plate). His solution was to return the item online, where we would be required to spend more in shipping and handling charges than the plate actually cost.
Customer service is just awful. You will be lucky if they return a phone call or ever answer a phone. Combine that with terrible online customer service and it just isn't worth shopping with them.
One of the Simon malls that is actually nice
Just called Sears to get some information on an appliance. An automated phone system answered asking me a long series of questions, when it was finally done it transferred me to a department and the phone rang about 20 times and then hung up. When are companies like this going to realize that basic customer service is far more important than efficiency? Also, if you are going to use a system like this make sure it is working. Not figuring out a basic process like this is why Sears is a dinosaur and will ultimately go out of business
Sears is a US Department Store based in Marlborough, Massachusetts. Sears is located at 521 Donald Lynch Blvd, Marlborough, MA 01752, USA.
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