Sears fails on service for one custom...

Sears fails on service for one customer -- Consumers, Home Depo...

There are 22 comments on the Baltimore Sun story from Jun 1, 2008, titled Sears fails on service for one customer -- Consumers, Home Depo.... In it, Baltimore Sun reports that:

O nce, Sears, Roebuck & Co. was a retailing giant with few rivals. The signs over its doors promised, "Satisfaction Guaranteed or Your Money Back." Times have changed.

Join the discussion below, or Read more at Baltimore Sun.

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RED DOG

United States

#1 Jun 1, 2008
I bought a Craftsman lawn mower last year and it is no where near the quality of the Craftsman I bought nine years ago.
sun reader

Westminster, MD

#2 Jun 1, 2008
sears service stinks. i buy nothing from them anymore.
Steve

Washington, DC

#3 Jun 1, 2008
This story is a perfect example that you'd have to be a moron to buy a big ticket electronic item from SEARS!!!! I wouldn't buy a pair of sock from Sears, let alone a huge purchase like an LCD TV. They don't have a clue how to run any sort of retail operation, nevermind electronics items. Hopefully this guy learned his lesson.
TheMan owings mills

United States

#4 Jun 1, 2008
Didn't k-mart buy sears a while back? Enough said!
Andy

Abingdon, MD

#5 Jun 1, 2008
I had a similar issue trying to get a service appt. for my lawn tractor. They don't care. I would imagine that the attitude starts from the top and works its way down. Sears will be out of business soon.
Shawn

Rochester, MI

#6 Jun 1, 2008
In one of my business classes, we just recently discussed how service departments are the first to suffer when down times are faced. Companies are too idiotic and short-term thinking to realize the long-term negative affects of a poor service reputation. Companies such as Nordstrom prioritize service at all times and stay afloat during lean times due to customer loyalty created by this approach. With the current state of thr economy, coupled with their ever-detiorating reputation, Sears will be out of business shortly.
Moedoc

Great Falls, VA

#7 Jun 1, 2008
Sears is hoping the clientele that grew up with the catalog will still shop there. Of course, those shoppers are in their eighties, and do not buy LCD TVs, etc. A friend of mine bought a Kenmore w/d, spending over $3000, and could not get it properly installed. He sent it back a week later. I bought an LG set for much less at BestBuy, got it delivered by a crew who knew how to set the machines up, and we washed and dried clothes that night, and never looked back.
Eddie Lampert look like Gordon Gekko, and Sears looks like the fictional Blue Star Airlines from "Wall Street"; soon, the brands will be sold to BestBuy, the stores to Target, and Eddie Lampert will have one of the shortest but richest careers in Retail!
abu kamal

Waldorf, MD

#8 Jun 1, 2008
Just happy that I didnt buy my plasma at Sears. And after reading your column, I will not in the future patronize Sears.
Sears Customer

United States

#9 Jun 1, 2008
I had a similar communication flap with Sears. I ordered a TV online & went to pick it up in the store. I wanted to use a different credit card & an associate offered to use it, but couldn't reinstate a discount I had earlier used. He called his supervisor & she went to say that the order was placed @ Sears online & the retail store had nothing to do with the order. It wasn't until her Manager came, that the issue was resolved. It seemed like they were trying to sell the opinion that Sears online & Sears retail store were two different public holding companies.
Jennifer

Baltimore, MD

#10 Jun 1, 2008
Sears is the absolute worst! I bought a washer dryer from them last May, and though they were suppose to be delivered the next week, I didn't receive them until the middle of July! And they had delivered the wrong dryer but at that point I didn't know how long I would have to wait to get the correct dryer so I accepted the wrong dryer.
norm

Union, MO

#11 Jun 1, 2008
bought a w/d and they installed it and after they left we smelled gas from the dryer and called them and was told they could not come back for a week. We pulled the dryer out from the wall with the washer on top and found how to cut the gas off. They came back a week later and found that it needed a new part which would take a couple of days to get. The part came in but they could not come until the following week to install the part. The next week they came and installed the part and left. Couple of hours later we smelled gas again and called them back. They sent another man and he fixed the problem. no more sears for us!!!
robie

Manchester, MD

#12 Jun 2, 2008
aaarghh!

“Flying-safer than driving...”

Since: Apr 08

KTUL/KRVS

#13 Jun 2, 2008
As a former Brand Central manager for Sears in Oklahoma, this article does not surprise me. SHLD is a mismanaged company with NO communication from corporate to the stores. There are actually (when I was there, which I left in 2005) 3 different CS phone numbers that I could call. Nothing was centralized. Once, I called help for service to get a customer taken care of and the person on the other end of the phone told me that they didn't usually handle service issues. THEN WHAT WERE THEY DOING ON A SERVICE HELP LINE?

That being said, I will say this for electronics. You get what you pay for. When I started out selling electronics for Sears, I tried to steer customer away from lower brands such as Sylvania, Magnavox, and whatever "generic" brand Sears decided to throw at us. Granted, part of it was because the commission was better on Sony, Samsung, Sharp, Phillips, but I knew that the customer wouldn't have near the headaches with those brands. One thing I will say in the defense of ALL retailers, they don't make the product. They just sell it. Yes, Sears was 150% wrong on how they handled the gentleman in this article, but to say that any retailer sells "crap" because something goes out on you sooner than you think it should isn't really true. Blame the manufacturer, not the retailer.
Sears customer

Palm Bay, FL

#14 Jun 2, 2008
My parents always purchased their appliances at Sears and so did I, with satisfaction regarding the product, delivery, and service, until this year.
I am in the midst of the same, Catch-22, unbelievable situation as the customer you profiled.
Sears "One Source" is the customer service arm that seems to not be in touch with the stores, delivery, or service. I just spoke with a man who said he was a "One Source" executive "consumer advocate" and had no one in a supervisory position above him. He was incredibly rude and did not seem to care at all that he was losing for Sears a loyal customer and damaging Sears reputation for service even further.
I did some reading and see that a hedge fund operator now runs the store and realize that excellence in management, consumer satisfaction, and viability no longer matter at Sears. Instead, it's naked short-term profit motive.
I am very saddened to see another poster is right:
"Lampert looks like Gordon Gekko, and Sears looks like the fictional Blue Star Airlines from "Wall Street"; soon, the brands will be sold to BestBuy, the stores to Target, and Eddie Lampert will have one of the shortest but richest careers in Retail!"
southman

Middleton, WI

#15 Jun 2, 2008
Sears is a joke, we (the company I work for) was part of the purchase of Kmart.... yes Kmart bought Sears. Our capital spend is down to nothing, we have closed our QA dept. (it's now up to the vendors to do quality control). All of the Kmart and Sears stores will be closed within 3 years. you will see die hard and craftsman at home depot etc. and Eddie will try having Lands' End at target and other... Eddie can write a book on how to ruin a retail company.
Tom

Visalia, CA

#16 Jun 8, 2008
That's the story of Sears, nationwide. Brathwaite's attitude is typical also.
Jim

Vermilion, OH

#17 Jun 8, 2008

1978 "Sears -Where America Shops"

2008 "Sears -Where America Shops" (as a last resort)
Bocabob

Deer Park, TX

#18 Jun 11, 2008
Do not buy fitness equipment from Sears either.

I bought a Weider Fitness Machine from Sears Boca Raton to use for physical therapy. After a couple times of month long repairs, I am now throwing the machine away. They refuse to give me credit or refund. If I didn't need it for physical therapy I would not have bought it. Service consists missed appointments, surveys, and long delays for part orders.

It's broken again and I will have to purchase another one. I'm out almost a thousand dollars.

Never Buy from Sears!

“Flying-safer than driving...”

Since: Apr 08

KTUL/KRVS

#19 Jun 12, 2008
Bocabob, you can't blame Sears for the WEIDER product breaking, that is the fault of WEIDER, NOT Sears. Now, the total lack of customer service, refusal of a refund, credit, or even a new machine (which you didn't mention if they offered that to you or not) is unnacceptable. If you have had all of these problems with the machine, and you have documentation, contact Weider directly. The machine should have a 1 year warranty. Some do have 90 days, however, if you have the documentation that Sears has tried to repair the machine within that 90 day period, this can help your case against the manufacturer. Remember, I agree that Sears dropped the ball with the customer service, but do NOT blame them for the machine breaking in the first place.
fred kashella

Sterling, VA

#20 Jun 30, 2008
sears could not deliver 2 appliances salesman tried to out of jax fl they would not also tallahassee fl they are trying to get a delivery person in live oak fl so went to lowes they also had a 10% sale bought two appliances total $883.51 they also delivered the drain hose that was missing to me the same day in about 2 hrs as it stands now I have be come a lowes cust sears is not taking cutomer service seious anymore lowes is doing what sears use to do service

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