• Report: #20153

Complaint Review: Sears Roebuck & Co

  • Submitted: Fri, May 03, 2002
  • Updated: Tue, March 16, 2004

  • Reported By:Ft Worth TX
Sears Roebuck & Co
3333 Beverly Rd Hoffman Estates, Illinois United States Minor Outlying Islands

Sears Roebuck & Co the business that doesn't give a d**n Hoffman Estates Illinois

*Consumer Suggestion: Points proven ..any GOOD company's policy to make customers happy

*UPDATE Employee: To Steve, for your complaint .. I will apologize for the technicians

*UPDATE EX-employee responds: Believe it, it really does happen

*UPDATE EX-employee responds: Believe it, it really does happen

*UPDATE EX-employee responds: Believe it, it really does happen

*Consumer Suggestion: Oh Wendell, you do not have a clue

*Consumer Suggestion: Wendell Please, one of the best stores I can possibly imagine.

*Consumer Comment: you pay for what you get

*Consumer Comment: you pay for what you get

*Consumer Comment: you pay for what you get

*UPDATE Employee: This is total crap

*UPDATE Employee: Sears is run VERY dirty

*Consumer Comment: I AGREE SEARS IS A RIP OFF!

*REBUTTAL Individual responds: Sears IS a Rip off!

*Consumer Comment: The customer is always right!

*Consumer Comment: Your knowledge of the retail industry is as limited

*Consumer Comment: Your knowledge of the retail industry is as limited

*Consumer Comment: Your knowledge of the retail industry is as limited

*Consumer Comment: Your knowledge of the retail industry is as limited

*Consumer Suggestion: To Earl: What????

*Consumer Comment: Buy U.S.A. and Quality

*UPDATE Employee: Call The Store

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I purchased a Sears Kenmore Washer and Dryer a year ago. The dryer quit working and I called Sears 800 Service Number. I was told it would be a week before they could service it. It was scheduled for repair May 2 between 12-5pm. I closed my office and came home to wait that day. Service people Never showed up.

After 7 calls to Sears, and being lied to by their alleged customer service staff, I called the Sears Corporate Office. They transferred me about 4 times, kept me on hold for 14 minutes, and then told me I couldn't speak to a corporate officer because "they don't talk to customers." The people I spoke to offered no resolution to the problem, refused to help, and told me it would be another week before I could get service..

My advice is, Don't buy at Sears. They don't care about their customers, customer's needs, or servicing what they sell.
SPend your money with stores that treat their customers well. Obviously, Sears doesn't give a d**n about customers or customer service.

Steve
Fort Worth, Texas

This report was posted on Ripoff Report on 05/03/2002 03:41 PM and is a permanent record located here: http://www.ripoffreport.com/r/Sears-Roebuck-Co/Hoffman-Estates-Illinois-60179/Sears-Roebuck-Co-the-business-that-doesnt-give-a-damn-Hoffman-Estates-Illinois-20153. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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Updates & Rebuttals

#1 Consumer Suggestion

Points proven ..any GOOD company's policy to make customers happy

AUTHOR: April - (U.S.A.)

Thanks to that last rebuttal, I think we can all see the attitude that this mans complaining about. It is any GOOD company's policy to make customers happy and as the stocks and previous bankruptcy's haven't proven for Sears is that they don't make $10 million a year, even with Wards gone. So whose facts need straightened out?

Sears problems are in every area of their store. Before Christmas, I went to get toys that were in their paper on sale, they rang up wrong, I said something, very nicely. The woman tells me, "This is the price they ring up and our computers aren't wrong." Hello, I have a copy of your advertisement. Needless to say, I had to wiat 20 minutes for a manager who said there should not have been a problem, but would not take a complaint on this woman. You really wonder why people have attitudes, we try to be nice, it's the poor service on all levels that tick us off.

Another story, Sunday, I went with my mom to the Sears warehouse to pickup the "Total Gym." Anyway, we get there to two guys who didn't want to help, made us walk inside to sign for the pickup (normal), than we waited for the item. Here's were it gets fun, one of the guys comes out with the item while the other is too busy talking to a couple that pull up. The couple didn't need to go inside, they got to sign the papers where they were. OK, no big deal. Then the guy takes the item and slams it on my moms brand new $40,000+ car and scratches the outside. He doesn't say he sorry or anything, the only thing out of his mouth was laughter. Nice right? It gets worse, it won't fit without keeping the trunk open, so my mom was looking for something to tie it down with. The guys, they're ahppily helping the couple get a TV into their tiny car and secure it.

My mom can't find anything to to tie it down with (as pickup warehouses are to supply such and did not), The two guys walk in laughing while my mother tries to pick up a 100+ pound item to put it through the back seat. We managed, slowly. She walked inside to get their names, they laughed at her then gave her their names then started running their mouths.

So tell me, what ever happened to people doing their jobs correctly and approperately? As for Clay, get on the other side of the wall, then tell us what you think. Your comments set everyone elses statements up for them. Good job!
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#2 UPDATE Employee

To Steve, for your complaint .. I will apologize for the technicians

AUTHOR: Clay - (U.S.A.)

I've been working for Sears for over a year now. I'm one of those people who answers the phone when you call 1-800-4-MY-HOME. First all you need to realize that you purchased a machine and it's not perfect. Therefore, s--- can happen, whether you have warranty or not is up to you. If we can't get a technician out to you, it's not because we don't care, it's just that we are usually all booked up. You see there are other people on this planet besides you and a lot of them shop at Sears and want sooner service too. But we're not Super Sears. Sears makes at least $10 million a year and unless we are getting all 10 million from you, you're gonna be waiting. Don't like it? Tough!

Now I will apologize for the technicians, they should be getting to your home in the appointed time window. If they are going to be late, they should at least give you a call to let you know. There are sometimes when a tech can't make it that are beyond anyone's control. You should really think about it before bashing a company. Oh, and this whole "If that tech can't make it, send out another one." schtick doesn't work. All the tech are out helping customers. If the one assigned to you can't make it, unfortunately you're gonna have to reschedule, it sucks, I know, I have to tell people this daily. But get over it!

I don't know who you talked to who you said "lied" but unless you've worked here for at least a year and know what's going on, you don't have the right to say we "lie". And they're right, there is no one in the higher up Corprate office to talk to, the highest you can get is our NCR (National Customer Relations) office. But you must call your local Customer Relations office first which is usually open durning normal business hours. So don't be calling at 9pm expecting a supervisor, because you won't get one! Also the people at the 1-800# cannot offer too much help, we're the lowest on the totem pole, that's why we have to put up with all your crap because you don't know the big picture.

In short, make sure you get all the facts and think of others before you bash a business or bother the employees with crap they can't help you with. We really do care, I'm just tired of hearing it and not getting to speak my mind. So if you want to assume we don't care that's fine, you wanna be a baby about it because you don't get your way, then take your butt somewhere else because we don't want to deal with you stupidity.

Thank you and have a nice day!
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#3 UPDATE EX-employee responds

Believe it, it really does happen

AUTHOR: Jackson - (U.S.A.)

Everything that was said before about Sears is true. The bathrooms in the store I worked in also were a huge hangout for gay men, security knew about it & would occasionally do something about it but nothing could be done to them unless they were caught in the act, even as an employee wearing a name tag I got proportioned a few time when I went in there. The store manager had all the stall doors taken off in hopes that it would stop it. The cleaning crew worked 7am to noon, after that the bathroom were not cleaned again that day.

As for staff being paid under minimum wage that is somewhat true. Everyone who worked in tools, paint, lawn & garden, appliances, electronics, bedding & fitness are all paid on commission. Their hourly pay is between $4.20 & $5.00 then you make between 1% & 6% commission on every item you sell. The percentage you make depends on the item. All small hand tools pay 1%, paint 3%, Power tools & tool cabinets 3%, Lawn tractors 3%, Push mowers 6%. I worked as an MCA for all of tool, paint, lawn & garden & Fitness. When there had been a slow week & your sales have not been good enough to even out to be minimum wage then they loan you the difference to put your pay up to minimum wage but then as soon as your sales are up above minimum wage then they take back the difference they pay you before. Also every item that you have ever sold within 1 year that gets returned to any store in the US gets taken out of your pay, what ever the percentage is that you got paid for that items is taken out when it is returned. When I first started working at sears I was in sales in the paint department. There were a few days that my sales for the entire day were in the negative due to all the returns on me.

Another thing my store did was, We clocked in & out on a computer that was set up in every departments. They got a new program installed to keep up with everyone's times instead of a normal time clock. But the problem with it was the program was set that if you worked over 5 hours it would automatically deduct 30 mins from your time for lunch, if you worked over 7 hours then it would deduct 1 hour for lunch. The major problem was even if you never took a lunch you got time deducted. At the end of the day the program actually showed a clock out & in time for lunch. I fought that hard, When I became an MCA I worked 9am to 3pm 5 days a week & in 6 hours I never felt the need to take a lunch break but found out that it had been taken out 1.5 hours a week on me for a lunch I never took. I called the state labor board on that but because the program gives a clock out & in time for lunch then it was just a matter of my word against theirs. I no longer work there but I have heard that it is still under investigation. There are MANY other things that the store did that was so wrong & when I tried to take a stand against it all I was then fired, being told I was problem & causing unnecessary disputes, insubordinate, etc..
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#4 UPDATE EX-employee responds

Believe it, it really does happen

AUTHOR: Jackson - (U.S.A.)

Everything that was said before about Sears is true. The bathrooms in the store I worked in also were a huge hangout for gay men, security knew about it & would occasionally do something about it but nothing could be done to them unless they were caught in the act, even as an employee wearing a name tag I got proportioned a few time when I went in there. The store manager had all the stall doors taken off in hopes that it would stop it. The cleaning crew worked 7am to noon, after that the bathroom were not cleaned again that day.

As for staff being paid under minimum wage that is somewhat true. Everyone who worked in tools, paint, lawn & garden, appliances, electronics, bedding & fitness are all paid on commission. Their hourly pay is between $4.20 & $5.00 then you make between 1% & 6% commission on every item you sell. The percentage you make depends on the item. All small hand tools pay 1%, paint 3%, Power tools & tool cabinets 3%, Lawn tractors 3%, Push mowers 6%. I worked as an MCA for all of tool, paint, lawn & garden & Fitness. When there had been a slow week & your sales have not been good enough to even out to be minimum wage then they loan you the difference to put your pay up to minimum wage but then as soon as your sales are up above minimum wage then they take back the difference they pay you before. Also every item that you have ever sold within 1 year that gets returned to any store in the US gets taken out of your pay, what ever the percentage is that you got paid for that items is taken out when it is returned. When I first started working at sears I was in sales in the paint department. There were a few days that my sales for the entire day were in the negative due to all the returns on me.

Another thing my store did was, We clocked in & out on a computer that was set up in every departments. They got a new program installed to keep up with everyone's times instead of a normal time clock. But the problem with it was the program was set that if you worked over 5 hours it would automatically deduct 30 mins from your time for lunch, if you worked over 7 hours then it would deduct 1 hour for lunch. The major problem was even if you never took a lunch you got time deducted. At the end of the day the program actually showed a clock out & in time for lunch. I fought that hard, When I became an MCA I worked 9am to 3pm 5 days a week & in 6 hours I never felt the need to take a lunch break but found out that it had been taken out 1.5 hours a week on me for a lunch I never took. I called the state labor board on that but because the program gives a clock out & in time for lunch then it was just a matter of my word against theirs. I no longer work there but I have heard that it is still under investigation. There are MANY other things that the store did that was so wrong & when I tried to take a stand against it all I was then fired, being told I was problem & causing unnecessary disputes, insubordinate, etc..
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#5 UPDATE EX-employee responds

Believe it, it really does happen

AUTHOR: Jackson - (U.S.A.)

Everything that was said before about Sears is true. The bathrooms in the store I worked in also were a huge hangout for gay men, security knew about it & would occasionally do something about it but nothing could be done to them unless they were caught in the act, even as an employee wearing a name tag I got proportioned a few time when I went in there. The store manager had all the stall doors taken off in hopes that it would stop it. The cleaning crew worked 7am to noon, after that the bathroom were not cleaned again that day.

As for staff being paid under minimum wage that is somewhat true. Everyone who worked in tools, paint, lawn & garden, appliances, electronics, bedding & fitness are all paid on commission. Their hourly pay is between $4.20 & $5.00 then you make between 1% & 6% commission on every item you sell. The percentage you make depends on the item. All small hand tools pay 1%, paint 3%, Power tools & tool cabinets 3%, Lawn tractors 3%, Push mowers 6%. I worked as an MCA for all of tool, paint, lawn & garden & Fitness. When there had been a slow week & your sales have not been good enough to even out to be minimum wage then they loan you the difference to put your pay up to minimum wage but then as soon as your sales are up above minimum wage then they take back the difference they pay you before. Also every item that you have ever sold within 1 year that gets returned to any store in the US gets taken out of your pay, what ever the percentage is that you got paid for that items is taken out when it is returned. When I first started working at sears I was in sales in the paint department. There were a few days that my sales for the entire day were in the negative due to all the returns on me.

Another thing my store did was, We clocked in & out on a computer that was set up in every departments. They got a new program installed to keep up with everyone's times instead of a normal time clock. But the problem with it was the program was set that if you worked over 5 hours it would automatically deduct 30 mins from your time for lunch, if you worked over 7 hours then it would deduct 1 hour for lunch. The major problem was even if you never took a lunch you got time deducted. At the end of the day the program actually showed a clock out & in time for lunch. I fought that hard, When I became an MCA I worked 9am to 3pm 5 days a week & in 6 hours I never felt the need to take a lunch break but found out that it had been taken out 1.5 hours a week on me for a lunch I never took. I called the state labor board on that but because the program gives a clock out & in time for lunch then it was just a matter of my word against theirs. I no longer work there but I have heard that it is still under investigation. There are MANY other things that the store did that was so wrong & when I tried to take a stand against it all I was then fired, being told I was problem & causing unnecessary disputes, insubordinate, etc..
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#6 Consumer Suggestion

Oh Wendell, you do not have a clue

AUTHOR: April - (U.S.A.)

I've got to step in on this one: Wendell; you do not have a clue. I personally don't like Sears and believe most of what has been written here. But you, now this I don't believe. I don't believe that you work for the company or ever have. You really shouldn't call people uneducated when you yourself show lack of this.

As to the comments of a gay stomping ground, I don't believe this, sure there are some sick people in this world, rather they are gay or straight. However, most Sears are located in malls to which all malls have a security service. If this was really happening, the store and/or customers can and would have complained to the mall office. The mall office would in turn contact one of the security personnel to take a look. So, I'm not buying it. Most of Sears employees or of higher education just looking for some extra income. That's a known fact, as with any retail store. Sears doesn't pay less than minimum wage, it is against the law and their store would be headlining every paper for the Attorney General would step in.

Finally, as for their stores only being in poor neighborhoods, are you really that much of an idiot? I live in an industrialized area. To which is one of the nations riches counties. These stores bathrooms becoming disarranged is because the employees assigned to clean them are not doing so. Get your facts straight.
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#7 Consumer Suggestion

Wendell Please, one of the best stores I can possibly imagine.

AUTHOR: Bob - (U.S.A.)

The Sears store in the Mall where I'm from is probably one of the best stores I can possibly imagine. I had something forwarded to me and the woman in customer service paid from her own pocket to cover the expense before it could be rectified.

Any person of any age bracket can go to ANY business and find something to complain about. Ifm not even referring to the professional,hI want everything for free complainersh. I am the manager of a mostly Military dining facility so I think I can top anyonefs list of complaints. I can't believe that I read this whole thread (also a blockbuster thread).

I understand that when Clinton took over the Whitehouse the education standards plummeted but please, if you are going to rant and rave in a public forum then at least go back and proofread what you wrote, especially if you can't figure out how to use spell-check. I find it incredible that anyone who would use the word assco in a sentence, (WTF is an assco) would have been employed by anybody as a manager). Let alone Sears.

My whole point is donft let these people in this forum get you riled up saying their someone when itfs obvious their not. Let common sense prevail and if you have a legitimate b***h then post it, but stop wasting my and everyone elsefs time replying to people who cant even spell 6troublemaker! Donft try and solve your problem over the phone, go to the store and find the manager on duty. Granted, it helps to go up the food chain as the level of competence seems to get higher as you go,, however, some suit who's making 6 figures a year doesn't give a rats a*s what happens to you especially if you're interrupting his 3 martini lunch.

The fact of the matter is that the guy you will find at the store doesnft want them duckweeds from corporate yappin at his heels anymore than you want bad service

Find that guy, that one guy, like Me. the guy who hasn't crossed from "US" to THEM" and he WILL take care of you, not because he cares about YOU, but because he has what we call INTEGRITY, because he cares. I PROMISE.

All these other people are just trying to piss you off.

This clue is for free: If the person ranting doesnft know how to use spell check, he was probably the reason you had a problem to begin with. Therefs youfre GHETTO.
Thanks Slick Willy.
Thatfs Clinton for all you folk who canft keep up!
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#8 Consumer Comment

you pay for what you get

AUTHOR: Wendell - (U.S.A.)

I've been an employee of Sears for about 1 yr.As a manager and as a regular sales assco. Never in my entire 22yrs have I EVER worked for a more horrible place. Among the out dated clothing,fixtures,and the terrible service,this company lacks decentcy. The majority of my peers are inexpierienced, lazy, uncivil, and at times down right GHETTO. Yes, you heard me, GHETTO!
Luckily Ive had the expierience of working for better department stores(federated).

This staore has even more problems than in house,
it seems that our restrooms have become a stomping ground for gay men. As a homosexual I find it retched that anyone would use a bathroom in sears in the first place, but to do unspeakable acts in those, lets face it, poor excuses for a hole in the ground is just wrong!!
Even more disarming is the fact that management wont do a thing about it.Its like this chain thrives on its own debasement.

To sum it all up sports fans; most Sears' stores are located in lower class rural areas.Therefor they are most likely to start the eployees at below minimum. Mix in poor education, the lack of TRUE authority,and little to no ambition and there you have it... SEARS, WHERE ELSE????
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#9 Consumer Comment

you pay for what you get

AUTHOR: Wendell - (U.S.A.)

I've been an employee of Sears for about 1 yr.As a manager and as a regular sales assco. Never in my entire 22yrs have I EVER worked for a more horrible place. Among the out dated clothing,fixtures,and the terrible service,this company lacks decentcy. The majority of my peers are inexpierienced, lazy, uncivil, and at times down right GHETTO. Yes, you heard me, GHETTO!
Luckily Ive had the expierience of working for better department stores(federated).

This staore has even more problems than in house,
it seems that our restrooms have become a stomping ground for gay men. As a homosexual I find it retched that anyone would use a bathroom in sears in the first place, but to do unspeakable acts in those, lets face it, poor excuses for a hole in the ground is just wrong!!
Even more disarming is the fact that management wont do a thing about it.Its like this chain thrives on its own debasement.

To sum it all up sports fans; most Sears' stores are located in lower class rural areas.Therefor they are most likely to start the eployees at below minimum. Mix in poor education, the lack of TRUE authority,and little to no ambition and there you have it... SEARS, WHERE ELSE????
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#10 Consumer Comment

you pay for what you get

AUTHOR: Wendell - (U.S.A.)

I've been an employee of Sears for about 1 yr.As a manager and as a regular sales assco. Never in my entire 22yrs have I EVER worked for a more horrible place. Among the out dated clothing,fixtures,and the terrible service,this company lacks decentcy. The majority of my peers are inexpierienced, lazy, uncivil, and at times down right GHETTO. Yes, you heard me, GHETTO!
Luckily Ive had the expierience of working for better department stores(federated).

This staore has even more problems than in house,
it seems that our restrooms have become a stomping ground for gay men. As a homosexual I find it retched that anyone would use a bathroom in sears in the first place, but to do unspeakable acts in those, lets face it, poor excuses for a hole in the ground is just wrong!!
Even more disarming is the fact that management wont do a thing about it.Its like this chain thrives on its own debasement.

To sum it all up sports fans; most Sears' stores are located in lower class rural areas.Therefor they are most likely to start the eployees at below minimum. Mix in poor education, the lack of TRUE authority,and little to no ambition and there you have it... SEARS, WHERE ELSE????
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#11 UPDATE Employee

This is total crap

AUTHOR: Nicki - (U.S.A.)

All of you guys that are whining about Sears being a shady business and everything, WHAT ARE YOU TALKING ABOUT? I've worked for the company for 3 years now and yes I get irate customers. It happens sometimes, but sometimes there's nothing we can do. When someone from the Service Center doesn't show up, you need to call the SERVICE CENTER about it, not us! What can we do when the service center is closed? Only what you could do yourself if you weren't blinded with fury at us. Also, I DO do everything in my ability to make a customer happy. I take all sorts of returns when I know downright well that the item was used or damaged by them just because it's our policy to do everything we can to make YOU happy. The whole warranty on the door rebuttal as well is nothing but complaining over legal jarble. The 10 year warranty is through MANUFACTURER'S DEFECTS, and how often does that come up? Now, let's look at how often someone can BREAK a door. Why do you think we never do exchanges with that? err. All you people make me furious because you have no idea what it's like to work in retail or just want to whine about the company because you're reading things as YOU want them to be read. Ask any lawyer and he will concur with me. (I've taken lots of law classes and am working here to pass through college so from a legal standpoint, we are sound) We are not going anywhere for some time and you need to deal with it.
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#12 UPDATE Employee

Sears is run VERY dirty

AUTHOR: Jackson - (U.S.A.)

I have worked for Sears for almost a year now & in the amount of time I have seen it go down hill more than I could imagine it could. First of all they no longer have customer service reps, ONLY in the lawn & garden, appliances & electronics are the associates allowed to go out & help the customer.

When I started working there I worked in the tool/paint department, 3 months later corp offices changed the way it was run & put in a cash wrap station, put cashiers there (non commision) the cashiers are not allowed to leave the station to go out & help the customer, nor are they trained or expected to know ANYTHING about the items they sell or even where the items are located, they are only allowed to stand behind the cash register & ring up the items & take credit card payments. When the change happened the tool department was split up, all the major power tools & paint became 2 seperate departments with commision employes asigned to each department. Just in the past 2 months they combined the 2 departments again, BUT for the employes that were in paint got a drop in pay, the paint department did pay $4.50 an hour plus commision (the % of commision depended on the item sold, it ranged between 1% & 3%) now they are paid $3.25 an hour & the ammount of commision stayed the same even though their work responsibilities have doubled.
I could go on for hours about all the things Sears does. The store I work for use to carry rugs, they would have to be ordered, but we did have some very nice rugs. about 4 months ago they discontinued carring them & decieded to sell off all the displays for $99 no matter what the original cost was, sounds like a great deal & it actually was but what VERY few people knew was that Sears did not actually own the displays, they were property of the venders, Sears never paid one dollar for them but they were selling them & making 100% profit from it. I took advantage of it & bought 2 rugs that originally would have cost $800 each. The current store manager has only been there for about a year, so he told the venders that he didn't realise that Sears did not own the displays & that he had them distroyed.
From the day I started working there they have never told us that customer service is #1, the things they push on us the most is credit applications, protection agrements & sales figures. Also for every credit application that a Sears associate gets they are paid $2. When a department gets the most protection agrements the manager of that department gets a prize (this past year they gave them DVD players) but the associates that worked to get thoes numbers for the store didn't even get a "thank you".
The #1 complaint I have about Sears (it maybe just the store I work for) is the bathrooms, I have seen cleaner bathrooms in a sleezy bar at 2am, in the store I work at they have removed all the stall doors in the mens room, there are no walls between the urinals, there are 4 sinks but only 1 works, the other 3 are cover with trash bags with signs that say "out of order". They recently painted the mens rooms, VERY dark navy blue, actually they spray painted it, so there is paint all over the floor, ceiling & toilets, there is only 2 floresent light fixtures in the entire bathroom so because of the color of the walls it is so dark in there, your lucky if you can find any toilet paper in it.

For some reason for the past 6 months we get a visit from someone in the corperate office once a week, not to make sure that things are running well or to make sure customers are getting the best service, but to make sure that the items in the store are in the exact place on the shelf that they want them, for some reason they think if a screw driver or a lawn tractor is 2 feet over from where it was before then we will sell hundreds of dollars more of them, or to make sure the associates are using the right color of sticker that say an item is out of stock & is on order, I recently was asked to fill an end cap that was very low on stock, most of the items that we were out of on the shelf the store was actually out of stock, so I just found a few items that were in the same price range & quality that we had oversock of & filled the shelf, later I was called into the managers office & asked where did I get the idea that I could just pick & choose what could go there, I explained to him that most of the items we out of stock & the end cap would pretty much have been empty if I hadn't done that, his responce to that was. There are specific plans (they are called planograms) to every square inch of this store & I DO NOT have the right to just pick & choose what goes where. So I asked him what I should have done instead. He told me that I should have come to him, after I had searched the store from top to bottom to make sure that we in fact were out of stock, & then he, the department manager & the operations manager would have called a meeting to discuss what the appropiate action to take would be, if to leave it empty & express ordered the items that belong there or to call up corp office to see if they had a alternate planogram for that specific end cap. Then I was threatened if I was to do something like that again I would get a formal writing put in my file. Now how anal can you get over a 2 foot end cap.

I think I have rambled on enought about Sears but I have only covered about 10% of what goes on there. I highly recomend to anyone looking for a tool, appliance or anything of that nature you go somewhere else like Lowes or Home depot. If you want a tv. vcr or dvd go to Best Buy, Walmart or somewhere else & if you are looking for clothing or anything houseware related, go to Pennys, Dillards, Belk, or anywhere for that matter. Send Sears a message.
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#13 Consumer Comment

I AGREE SEARS IS A RIP OFF!

AUTHOR: Connie - (U.S.A.)

I too am fighting a problem with a faulty product from sears. A 500.00 table saw in Jan 2003. Been to the store manager, followed their "so called" chain of command. Waited also for their Non showing service people! I was the ignorant one who even gave them an extra 50.00 for a service agreement.

They may have gotten the 500.00 and gave me junk, but it's the last penny I will give them. The saw is now listed on ebay and I will be the proud owner of a Delta. Do yourself a favor and cut your losses and save your stress level. They will do NOTHING FOR YOU

But do file with the BBB against them.
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#14 REBUTTAL Individual responds

Sears IS a Rip off!

AUTHOR: Marcie - (U.S.A.)

I purchased a new washer & dryer from Sears in March. Was told that it would be delivered on 04-01-03 and it was not. Finally, it was delivered the next day, with no explanation, and it was damaged--it flooded my condo--flooded the carpet, which had just been installed the day before, ruined my dining room set and a stereo speaker. They replaced the washer with one that has the top all banged up-was told that it happens due to "heat"! The sides to the dryer had been taped up-I discovered that was holding them up! Their insurance company, Liberty Mutual, wants to compensate me with $100.00 dollars! They can't understand why I want to call my lawyers?!
They DON'T care!!!!!!!!!!!!!!!!!!
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#15 Consumer Comment

The customer is always right!

AUTHOR: Bee - (U.S.A.)

I have bought many products from Sears over the years, in several different states. Any one who has ever worked in retail knows that "the customer is always right" right! Well, lets just say that I have had my fair share of customers who think that when they call for service or to "complain" about a purchase, they sometimes get a little to emotional.

I do not work for Sears but I can honestly say that when ever I have had to make a return or needed a repair on one of their products, I call or visit the store, make my point in a non-aggresive manner and have ALWAYS received good service. If you do come across an individual who is not "working with you", see someone else.

Attitude is every thing! We as Americans seem to think that we can talk to retailers any kind of way and they will jump for us. Well, I think that some of you have found out the hard way that that just isn't so. They are only human too! As one gentalman said, go to the store, see the store manager, and work your way up the chain if you find you need to. Oh, another tip, if you purchase a large price item, it is really worth getting the extended warranty!
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#16 Consumer Comment

Your knowledge of the retail industry is as limited

AUTHOR: Linda - (U.S.A.)

Comments could not be posted as author provided a bogus e-mail address.

Grace Utley
EDitorial Staff
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#17 Consumer Comment

Your knowledge of the retail industry is as limited

AUTHOR: Linda - (U.S.A.)

Comments could not be posted as author provided a bogus e-mail address.

Grace Utley
EDitorial Staff
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#18 Consumer Comment

Your knowledge of the retail industry is as limited

AUTHOR: Linda - (U.S.A.)

Comments could not be posted as author provided a bogus e-mail address.

Grace Utley
EDitorial Staff
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#19 Consumer Comment

Your knowledge of the retail industry is as limited

AUTHOR: Linda - (U.S.A.)

Comments could not be posted as author provided a bogus e-mail address.

Grace Utley
EDitorial Staff
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#20 Consumer Suggestion

To Earl: What????

AUTHOR: April - (U.S.A.)

Any True Blooded American? You have got to be kidding! And, buy American, you yourself said they send your tools back to Pakistan, duh!?!

Just because a company has a garantee in writing do not mean they honor that garantee. You talk about Sear surviving, no no no, Sears filed for Chapter 11 protection around the same time that Wards went under. You do understand what Chapter 11 is and how it protects Sears, right? The only reason their doors are still open today is simply because their main competition, Wards, is out of business. That's it, the only reason, not their customer satisfaction and surely not for having customers. I don't see the amount of customers in Sears as I do (at any givin time) at Hetchs, Pennies, Walmart, Target, etc. etc. etc. In fact when Wards was still in business (even til their demise) Sears never had or will ever have the customers that they did.

For future reference, Wards went bankrupt because of service, not because of customer satisfaction or customers, in general. heed our warnings, with Sears lack of, well, everything, they won't make it long. They advertise their techs as "Specialists", I've seen more lawsuits on their service than any other store in the US. Why? Because they are not specialists (false advetisement) and tend to screw up most their calls or BS the customer.

In addition to their "garantee", Precision Door Service offers a 10 year to a lifetime waranty. Tell you what, buy a door from them and call them in 6 months or a year from now, when they charge you hundreds of dollars and tell you the problem(s) were caused by you, then you'll see the consumers point. The biggest scams in business are run by (placing in writing) garantees, customer satisfaction garantees, etc.

So, in close, when Sears screws you over, which eventually they will (unless you don't care or are blind to this), don't complain, the consumers will then lash back at you.
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#21 Consumer Comment

Buy U.S.A. and Quality

AUTHOR: Earl - (U.S.A.)

I am a small business owner who buys a lot of tools from my local sears store. Any time I have had a problem with any tools that I have bought from sears I just take that tool to my local store where I bought it and the store personell are more than happy to make it right!

Sears advertises satisfaction gauranteed above their entrance doors and unlike most stores of today who wouldn't dare advertise satisfaction gauranteed above their doors, Sears does! Sears is as good as their American roots that run back to my grandfathers days.

Sears years of survival shows the way they feel and treat their customers! The grandfather of department stores still boasts their Satisfaction Gauranteed over their entrances and when it is put in writing you have my backing as well as every true blooded American in this country! It is good to have a local store that I can rely upon and not have to send my tools back to Pakistan to have them worked on. Buy American, shop the best, shop at the store that not only stand behind their products but also put their gaurantee in writing.
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#22 UPDATE Employee

Call The Store

AUTHOR: T - ()

Have you called the store?
I am a store manager with Sears and I would like as I am sure the manager in your town, to know of these issues at the store level.

Customers always assume if the call the top of the food chain that service is quick and to their favor. You should really call the store and give the Brand Central manager a chance to fix the situation.

Thanks
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