Sears Informative - Information for our Customers.
I would like to begin by introducing myself- I am a current associate for Sears, and have been for quite some time now, having said that, and after reading several posts here concerning Sears, I had a few things I wanted to get off my chest.
Rant 1) Everything Sears sells is not lifetime guaranteed, and we will not return that shower rod you bought three years ago.
Referring to warranties, Craftsman HAND TOOLS carry a lifetime guarantee- Nothing Else. Your drill carries a one year warranty, and No, Sir, it has never had a lifetime warranty either.
Our Return Policy is 90 days WITH receipt for a total refund. What is unreasonable about this? If you don't return something after three months time, and you have to receive store credit, what is the problem? It takes you three months to decide you do not want something?
Sears now uses the Refund Management System, we track your non-receipt returns, and after so long, you will not be allowed to return anything else for a period of time.. most retailers are using this these days, it is to cut down on theft. If you do not have a receipt, you technically have no proof that you purchased it in the first place, now do you?
Sears still believes in Satisfaction Guaranteed or your Money Back, but the company has wised up some, and has realized it can return everything for everyone. If you buy an air conditioner (a topic on here) and use it, return it because it wasn't what you wanted, then you will be charged a 15% Restocking Fee. Why do we do this? Well, when you open the box and return it, we have to mark the item down on closeout, it is costing us more than you. Noone wants to buy something, thinking it is brand new, when, in fact, it has been used?
Not only that, but a few bad apples ruins it for everyone- some people use Sears as a rental store, purchasing items, using them, then returning them.
2) Sears, Roebuck & Co. is dead.
Yes, I am afraid so. SRC faded into retail history in 2003, and is now referred to as Sears Holdings Corporation. Not much has changed, no- Kmart has not turned our service into "Crap", and No- our merchandise is not "crap" either.
The reason I brought this up is because the NEW Sears is not the OLD Sears. In the fight to survive in retail, one must be competitive in the marketplace. People give Sears ALOT of flak over things that never were. If you buy something and it breaks down three years later, we will hear about it, 8 times out of 10. What other retailer do customers do this to? That is my point. The customer will get POd when we tell them we cannot do anything about it. Wal-Mart wouldn't do anything either, so get off that road before you turn down it.
Sears is having to change to survive. Change to become more like the rest of the pack. No other retailer will bend itself backwards to help you or service you like Sears will. Trust me. Lowe's, Home Depot, or Wal-Mart either one could care less about you and your troubles, if it breaks, then you are up a certain creek without a paddle, aren't you? At least we ATTEMPT and put forth the EFFORT to satisfy our customers, although sometimes there is no satisfying some people.
I do not mean to rant or sound like I am whining, please, that is not my intention. More than anything I am venting over things that happen to me on a daily basis. I would actually like to have this sorta like a "Ask a Sears Associate" blog, wherein you can ask me questions about policies. Although I don't know everything, I will make the effort to find out for you..
I will go ahead and say that the Service Department is Sears' biggest advantage and weakness. That is where most of the complaints on here are concerning, I will say that I have nothing to do with Parts & Service, I work in a Full-Line Store (Mall).
Thank you for your time.