Sears Roebuck

This is a Bobby N True Customer Service Story…
Super long story short, in an attempt to avoid any in store shopping I make three separate online orders. One was delayed in processing and could not be found which resulted in me placing a duplicate order as advised by Sears customer service. On order included a winter coat for my daughter.
Fast forward and I have no opportunity to refuse shipment (as advised) on an unneeded and expensive second Christmas tree. UPS did not knock or ring my bell. They didn’t even bring the tree to the doorstep — leaving a $ 200 tree in my driveway.
Fast forward again and my coat arrived with the security tag still attached. I make contact and am advised to take the coat back to the store to have the tag removed. I’m also told to take the tree with me. «I’m a 6ft tall black man in Johnson County. I’m not going to walk in that store with a $ 90 coat/​security tag attached and assume they are going to just take this tag off.» I’m offered a shipping label for the tree and the coat so that they can be returned. Suddenly my chat is dropped. I wait for some sort of emall from my chat or a callback but this never comes.
Fast forward a little further and I’m running errands with my two kids in tow. I take the coat back reluctantly with my printed order confirmation. I’m in a hurry so I don’t bring the tree. «Okay, we’ve got a bit of a problem then sir…» says the clerk. «We use a DIFFERENT tag system and so I can’t take your tag off. You’ll have to ship it back to return it. «Sooorry». No other solutions are provided.
PISSED I leave the store. I head home and what do you know — I’ve got an email from Sears. My shipping labels for my tree and coat returns have arrived.
Unfortunately, this requires me to drop the tree and coat off at the UPS hub. So three weeks later, I still have $ 90 coat and $ 200 tree in my foyer and a charge for each on my credit card.
Shame on Sears for not providing a more customer centric approach or solution available.
I truly may never shop Sears again.

I’m from Canada and back home Sears is a really big deal, especially the catalog. They are known for good qualify affordable items. I’m not sure what is happening to this store, but it feels like it’s on life support.
I went specifically to browse the Spring clothing line and found some interesting offerings but didn’t find anything that suited my taste. I can’t say the experience was a very fun one either because there was a family with a lot children and while the parents browsed at their leisure they let their kids run up and down the aisles (and pretty much run into me and anyone else) and neither the parents nor the staff said anything. I know that is probably a really touchy subject, but a gentle word to the parents wouldn’t have gone amiss. It made my experience pretty bad.
I’m glad they carry the Land’s End line, it’s nice to be able to try something on rather than order it from a catalog.
I thought is specifically odd that the ladies department is half on the first floor and half on the second floor. Awkward.

Nice store and slow paced. Nice people.

Weird store. It always feels like it is going out of business. Every time I go in there are a lot of people working who hover around and talk to each other.
The sales can be good at times and they carry some men’s brands that can be difficult to find. Otherwise, this Sears has become a rather archaic-​feeling store. Part of this is due to the layout and the interior. I would love to say that it has a nostalgic quality to it but it is more like grungy, constant, general disarray.