Sears

I placed an order online and opted to pay and pick up in-​store. I got an email today informing me that my order was ready for pick up. I got to Sears went to the pickup department and was told I had to first go back inside the store and pay for the order before I could return to the pick-​up department… ok no problem. Why I can’t pick-​up and pay at the same time is besides me, but whatever. I went inside the store and waited on line 30 minute just to get to a register to pay because they only had 3 registers open and the line was around the store. After all it is a couple day before Christmas, I guess Sears was not anticipating the store being this busy… Yea right, I think they just don’t care, so what if it takes you an hour to make a purchase (smh). According to one of the sales associate the other registers at that particular station were not working. Got to the register and showed her the email so she could scan the barcode included in the email. She said the order did not exist… Are you kidding me? She scanned and scanned and kept telling me that she could not locate the order. How is this even possible? The sales associate appeared overwhelmed and didn’t seen knowledgeable so she was not helpful. I asked to speak to the manager she paged him/​her 7 times over the store intercom and I waited for another 30 minute, he/​she never showed up. Finally another associate told me to come with her she knew where the manager was at the moment. We walked to another section of the store and she pointed the manager «Hutchinson» out and told him I was having an issue and needed to speak with him. He was helping someone else so I waited. I patiently waited until he finished. Do you know this manager Hutchinson walked right passed me without so much as an acknowledgement, when I called out to him he ignored me and hastily walked up the escalator. I had already been in the store for almost 2 hours, frustrated I walked out without any resolve or my order. Sears needs to do a better job training it’s staff.

Shout/​out to Mr. Jay and Mr. Andrew in the Mattress dept!!!
I asked several members of staff if they carry a particular item or if they have shopping carts, their responses **shrugs** «I on know». Wow! Nearly all of them paraphrased this response. Lazy is what lazy does!!!
I tip my hat to the fouth member of staff, a youth named Jay who answered my questions and who also went downstairs without any prompting for a shopping cart for me. What does the Bible say about a child/​youth showing/​leading us? Andrew was also good. They both work in the mattress department.
Other than the below 20 degree customer service from more senior (looking) members of staff, prices were better than my usual spot for household items. I enjoyed the sales and the ease in shopping. It was quiet. Hence the reason I failed to comprehend why staff members were so unwilling to assist me. I heard one customer grumbling loudly about a staff member:
«She so busy flirting with a man that she failed to notice me» said the customer.
Anyway let me stop before I kill my point.
One star for these two gentlemen, one for the prices here today.
The End.

My boyfriend came to get a tool chest and we saw a few we liked online. However they didn’t haven’t in stores so we decided to look for whatever they had in there. We needed some assistance of course, we asked someone for help he told us he had to get someone who was working on commission. So we waited 5 minutes 10 minutes no one showed. Breanna saw us waiting and she came over to help us. She answered all of our questions and helped every step of the way.

The Sears Craftsman name seems to still be synonymous with quality, and the majority of their tools carry a lifetime warranty. When that quality comes up short, this store will do whatever needs to be done to make it right.
Getting my gardening tools ready for the summer (oh, the joys of being a homeowner…) I found a pair of pruning shears weren’t opening and closing well any longer. On the verge of chucking them, I saw the Craftsman label on the handle. I didn’t have the receipt any longer, but figured to at least drop by and see if the customer service folks would give me store credit.
Lindsay in the tool department did better than that. He saw me walking up to the counter with the big and beaten-​up shears, asked «Craftsman?» and upon my nod said «Back wall — find what you need.» I only found a larger size, definitely an upgrade, but Lindsay just cracked a joke about it and processed an easy like-​for-​like replacement at no cost to me.
Thank you, sir. You’ve restored my faith in an American institution. I will definitely be back.

The worst customer service line Ive ever experienced. Stood in line 30 minutes for a simple return transaction for some tools I got my husband. Issue after issue ahead of me with the line building up. Felt sorry for one of the two cashiers. She nearly had a breakdown. She was called from a different dept to help out and ended up with all kinds if issues. She did a return for a ccustomer and did not half enough cash to refund the customer. The customer must have waited for at least 45 minutes. She paged for a manager to come help at least six times b4 she showed up looking annoyed. She basically had to beg over the intercom. After she corrected the issue she was ready to walk away with 20 people standing on the line. the cashier ended up making a comment to the manager about how could she walk away with such a line and she ended up unhappily staying and taking customers. She ended up processing my return and handing me coupons with my receipt. Told her to keep the coupons because i will never return to a store like this!

I only come to this store when I need to.
Example I placed an order for online pick up, I get my email conf. saying hey your item is ready, come pick it up! I make my way all the way over there and they say, where did you get this, we don’t have you item, but first they offer me a replacement product since they screwed up, but you still have to pay twice the price for this item.
I say ok, never again I wasted my time and gas to get slapped in the face by Sears employees basically.
I now go back to pick up another order, their scanner machine is down, there are about 5 men trying to figure this out, I walk in… and stand there and wait… what can I do? They are all going back and forward, trying to figure out what to do (it literally said hit F1), so I stand there for about 10 minutes… before I am even acknowledged! Oh hello I’ll get someone to help you right away, 10 more minutes go by… finally someone shows up, takes my pickup email, and gets my order. They bring it out and he has to spend more time explaining to another guy how to check me out when hey, I’ve been waiting here for 20 minutes already do it yourself so I can get the EFF outa here! Nope. He explains it first, then the guy repeats it, then the first guy leaves, and the second guy tries to remember VERY SLOWLY what he must do, then decides to mentally scratch his balls before he finally calls me over, and it’s just scribble on a piece of paper, it’s not even an official document of any sort.
And this is why 1 Star…