This Day On The Street
Continue to site right-arrow
ADVERTISEMENT
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

After arriving at Sears, I was told the grill was in stock, but I also noticed another grill on sale that was a little more money but included features that made it worthwhile. I asked Paul Sikkema, the grill salesman, if it was a problem refunding the online order so I could buy a different one. Sikkema said it wouldn't be a problem.

I don't know Sikkema outside of a few purchases I made at Sears, but he's one of the best salespeople Sears employs. He's honest, knows the answers and doesn't try to force anything you don't want to buy. Sikkema did demonstrate the features of the next step up, but not in a pushy way; rather, he showed the other grill in a way to inform and make sure the unit we walked out with was a good fit.

At the same time I'm there looking at the grills, I get an email from Sears informing me that the grill I am 2 feet away from is now out of stock. My first reaction was to laugh and shake my head, but my second was to create a mental note not to order from Sears online again and to check the stock price.

Sears' error saved me the task of canceling the original order. I didn't ask, but I do wonder what the store would have done had I still wanted the original order that was actually in stock.

SHLD Revenue TTM Chart SHLD Revenue TTM data by YCharts

The reason I didn't ask is the checkout at Sears took about an hour. It wasn't Sikkema's fault from what I could tell, but Sears has a long way to go before it is able to play at the same level as Amazon and Wal-Mart.

SHLD Operating Income TTM Chart SHLD Operating Income TTM data by YCharts
I bought other outdoor items at Sam's Club and Amazon over the weekend. The grill from Sears will be the last item to arrive.

A spokesperson for Sears emailed the following response:

"We're working hard to put our Members first and earn a reputation for great service. When you're a company our size and on the cutting edge of integrated retail, occasionally a customer experience under-delivers. We're sorry your experience fell short of expectations and we've discussed the specific training issues related to your case with the associates involved so we can learn and do better next time. In fact, storewide and at the individual associate level we're using technology and training to encourage and embrace feedback to improve accountability. Members like yourself are the future of our company and we are committed to serve them well every day, in every transaction, no matter how they choose to shop with us."

At the time of publication, the author did not have any positions in stocks mentioned.

This article was written by an independent contributor, separate from TheStreet's regular news coverage.

4 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
To begin commenting right away, you can log in below using your Disqus, Facebook, Twitter, OpenID or Yahoo login credentials. Alternatively, you can post a comment as a "guest" just by entering an email address. Your use of the commenting tool is subject to multiple terms of service/use and privacy policies - see here for more details.
Submit an article to us!
SYM TRADE IT LAST %CHG
AMZN $370.20 -0.51%
SHLD $41.32 -0.14%
WMT $80.71 -1.90%
AAPL $124.25 -0.14%
FB $81.66 -0.67%

Markets

DOW 17,698.18 -77.94 -0.44%
S&P 500 2,059.69 -8.20 -0.40%
NASDAQ 4,880.2280 -20.6570 -0.42%

Partners Compare Online Brokers

Free Reports

Top Rated Stocks Top Rated Funds Top Rated ETFs