Sears Customer Service Says 'Lady, Chill Out'

I've noticed that Sears has consistently higher prices than other local competitors, the stores look shabby, and the help at Sears is scarce. I don't see how they expect to survive.

I have never shopped at Sears. I've always thought they were too high and never gave them a second glance.

The article you cited is almost identical to the service problems my mom is currently having with sears regarding getting her dishwasher fixed. While I've only ever used sears to buy tools, my parents have always sworn by Sears customer service so have always bought their appliances there... that is until Sears was bought out by K-mart. Looks like K-mart has ushered in their customer-repellant business philosophy which will probably bring Sears to the financial disaster Kmart faced when they had to file a multi-billion dollar bankruptcy in 2002.

I stopped buying tools there a long time ago because of competitively priced and higher quality options in places like Lowes or Home Depot. If Sears doesn't know how to treat their customers and remain competitive, a different store at the end of that wing in Oxmoor wouldn't be an unwelcome sight in my opinion.

It used to be (30+ years ago) that Sears was one of the few places with credit cards. I think some of the roots in doing business with Sears, particularly those who are 50 and older goes back to the ability to buy on credit. Now they have other options, but for some perverted reason, feel some loyalty to Sears for what they perceive as a past service (like Sears didn't profit from the credit they offered?!?)

Another reason is that years ago, there was the SEARS CATALOG! I remember as a child going through it at Christmas marking what I would like from Santa. Shopping with the Sears catalog offered options for those in more rural areas to have access to the same things as their big city cousins. And if there was a small catalog outlet in your area, you did not even pay shipping. You just went to the outlet to pick up your purchases. That too instilled some consumer loyalty.

I too have horror stories of dealing with Sears. Multiple instances of poor customer service. Why did I go back? As Canon mentioned, it used to be for the tools. Their warranty on Craftsmen tools was unique and comprehensive. Now you can get that same warranty from other manufacturers and at a better price. I once bought a Craftsman mower. I mistakenly thought that because it had the Craftsman name, it also had the quality and that Sears would stand behind it....WRONG! It was junk from the "git go".That was the last time for me. It took me a bit longer to convince my husband, but I think I have finally brought him over from the dark side.

Oh and Canon, if you mother bought a brand other than Kenmore, she can get service from the original manufacturer, she does not have to deal with the inferior Sears service technician. For example, if she bought a GE stove, she can call GE for service. Sears would like to you to think that you can only use them, but that is not at all the case.

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Originally posted by ZOO:

I once bought a Craftsman mower.

I made that same mistake once... just once lol. Used it for two seasons then bought a Lawn Boy. I've been trying to kill this one for 4 years now (not adding oil) so I can get a new one. Want a Snapper.