Chit Chat : In-Store Feedback
The reason why sears will be out of bussiness…
By wd_dfs posted 01-22-2014, 09:44 AM
I went in to the Belden Village Mall Sears in canton, OH on this past Saturday. Browsed around the store and found a couple clearance items, all were marked with the pink clearance stickers except one item that I found hanging in the clearance area with a regular white sticker on the hanger indicating that it was $5.97, that I wanted to purchase. As a habit regardless of what something is marked in sears I like to go to the in-store kiosk and scan it my self to see what the price in the system is. All but one of the items had came up with the correct price on the kiosk. Just because I understand the level of incompetence of the typical Sears employee I just put the incorrectly marked item back. I then proceeded to the register to purchase the items. The first Item that was marked $2.47 was scanned using a handheld scanner and the associate stated the price was $7.99. I stated that the item was marked on clearance and I had just scanned it at the kiosk and it reflected the correct price. Her response in a smog demeaning tone was, “Well I don’t know what to tell you, the price is what the scanner says it is”. I then stated again that I had just scanned the item and it had the correct price. She again gave some smug condescending remark and proceeded to roll her eyes and turned and called a manager. In the mean time while waiting for the manager to arrive she proceeded to scan the remaining items of which the last item was the flashlight that did not have a sticker on it but was in the clearance section on a hanger marked $5.97, should also be noted that kiosk just returned the correct price of $5.97. She stated that it was $24.99. About at this time the alleged manager arrived. I stated to her that I had just scanned the item and it is $5.97. She again responded with the same attitude and demeanor, turned the alleged manager and stated, “And this $25 flashlight is supposedly 6 bucks”, as she started to smirk and laugh. So I asked her, “Is something funny, is there something funny about a customer service issue to you”, she said nothing, she just rolled her eyes, and the alleged manager said nothing. So I again stated to the manager that I had just scanned the items at the kiosk and it reflected a different price than the handheld unit did. He then scanned with the register scanner and the price was the prices I had stated for all items. No apology for wasting my time, or for the service that the associate was providing.
I then started to leave was walking away, when I was probably 50′ away turned to see the associate mocking me to my back to the alleged manager, and in front of other customers. I turned then the alleged manager saw what was happening and instantly change his demeanor from smiling and joking and began to walk toward me. At which time I asked him, ‘Are you a manager?”, I wouldn’t know this because he had no name tag on, and he stated that he was and that his name was ‘Lee’. I then asked him if he thought that it was an appropriate way to treat a customer and he stated that it wasn’t, and that it would be dealt with.
I highly doubt that it will. This is perfect example of the attitude and professionalism of what is typical in all sears stores located across this nation. Employees who feel they are entitled to do the bare minimum and nothing else and that they are doing customers a favor with their presence. In any sears you can walk past the appliance section and see 3-5 associates sitting around doing absolutely nothing while customers across the isle waiting for assistance, but that is not their responsibility to help a customer outside of their department, they have important responsibilities like sitting, looking useless, and talking with fellow useless employees. Then you factor in the other things that made sears unique, like craftsman, no longer being an issue because even the hand tools are made in China and you can buy them everywhere now, Sears legacy will be over and no one will notice or care except for the incompetent employees who ultimately are the cause.(To reply to any topic or comment, you must Sign in)
By SHC-JulieK posted 01-22-2014, 11:47 AM
Welcome to MySears, wd_dfs! Thanks so much for taking the time to share you experience with us. I am so sorry that you were not treated respectfully at your local store. We strive to provide the best possible customer service to our members, and unfortunately, the service you received on Saturday did not meet our standards.
I have passed your feedback along to the Stores team, who can directly address this issue with your local store. I have also alerted SearsCares, the customer service escalation team, who will be by shortly to follow up with you to discuss this further.
JulieBy SHC-LizR posted 01-22-2014, 01:36 PM
My name is Liz and I am a member of the Sears Cares Escalations team. We appreciate you for bringing this matter to our attention. We certainly can see why you are so disappointed and upset over what has occurred with your recent experience. We would very much like to connect you with a dedicated case manager to further discuss and ensure that your concerns are addressed. At your earliest convenience, please send the following information – contact #, screen name (wd_dfs), phone # used at time of purchase to firstname.lastname@example.org. Again, we do apologize for the inconvenience and look forward to speaking with you soon.
My Sears Community Moderator
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