This Day On The Street
Continue to site
This account is pending registration confirmation. Please click on the link within the confirmation email previously sent you to complete registration.
Need a new registration confirmation email? Click here

Sears Needs to Work on Customer Care

This story has been updated with Sears' response

NEW YORK ( TheStreet) -- Amazon (AMZN - Get Report) and Wal-Mart (WMT - Get Report) receive a lot of heat from the retail community for taking away market share with low prices. But sometimes companies have themselves to blame for shrinking revenue and profits.

As long as Amazon investors don't mind substituting profits, dividends and a return on investment for revenue growth, Amazon will continue to squeeze margins on others. Wal-Mart enjoys the greatest buying power of any retailer and has the retail process down to an exact science.

Take a couple of experiences I recently encountered with Sears (SHLD - Get Report), Amazon and Wal-Mart.

I won't wake up at 4 a.m. or whatever time people rise to go shopping on "Black Friday," but I am willing to buy products late at night online because I'm usually awake anyway. is one of the websites I attempted to shop at because I wanted to buy a new Canon digital camera.

I ordered the camera, and selected that I wanted to pick it up at the store. My goal wasn't to give the camera as a gift but rather to use it during the holiday season. showed it was in stock, and I could pick it up. The site, however, would not let me add the additional items that made the camera a fantastic deal (low-cost telephoto lens and memory card). I tried many ways to incorporate the extras at the package pricing, but it was a no-go.

In fairness to Sears, I wasn't all that surprised to have online ordering issues. I do most of my holiday shopping online, and on Black Thursday night/Friday, many websites were obviously straining under heavy loads. I drove to Sears with a printout of my order and advertisement in hand to show that I tried to receive the package price but wasn't able to.

The salesman didn't have the authority to make the pricing adjustments, but called over a manager who listened to my situation and price-adjusted the extra lens and memory card without hassle. I finished and walked to the product pickup to receive the camera. It was at that point I was advised that they didn't have the camera in stock. A day or two later, I received an email from Sears that the order was canceled because it was not in stock. The Canon Ti3 is a regularly stocked item, so I'm not sure why my order was canceled instead of simply delayed.
1 of 4

Check Out Our Best Services for Investors

Action Alerts PLUS

Portfolio Manager Jim Cramer and Director of Research Jack Mohr reveal their investment tactics while giving advanced notice before every trade.

Product Features:
  • $2.5+ million portfolio
  • Large-cap and dividend focus
  • Intraday trade alerts from Cramer
Quant Ratings

Access the tool that DOMINATES the Russell 2000 and the S&P 500.

Product Features:
  • Buy, hold, or sell recommendations for over 4,300 stocks
  • Unlimited research reports on your favorite stocks
  • A custom stock screener
Stocks Under $10

David Peltier uncovers low dollar stocks with serious upside potential that are flying under Wall Street's radar.

Product Features:
  • Model portfolio
  • Stocks trading below $10
  • Intraday trade alerts
14-Days Free
Only $9.95
14-Days Free
Dividend Stock Advisor

David Peltier identifies the best of breed dividend stocks that will pay a reliable AND significant income stream.

Product Features:
  • Diversified model portfolio of dividend stocks
  • Updates with exact steps to take - BUY, HOLD, SELL
Trifecta Stocks

Every recommendation goes through 3 layers of intense scrutiny—quantitative, fundamental and technical analysis—to maximize profit potential and minimize risk.

Product Features:
  • Model Portfolio
  • Intra Day Trade alerts
  • Access to Quant Ratings
Real Money

More than 30 investing pros with skin in the game give you actionable insight and investment ideas.

Product Features:
  • Access to Jim Cramer's daily blog
  • Intraday commentary and news
  • Real-time trading forums
Only $49.95
14-Days Free
14-Days Free
AMZN $659.59 0.00%
SHLD $16.38 0.00%
WMT $66.87 0.00%
AAPL $93.74 0.00%
FB $117.58 0.00%


Chart of I:DJI
DOW 17,773.64 -57.12 -0.32%
S&P 500 2,065.30 -10.51 -0.51%
NASDAQ 4,775.3580 -29.9330 -0.62%

Free Reports

Top Rated Stocks Top Rated Funds Top Rated ETFs