WSJ Reader Comments: Customer Service & Sears

Hampton P. Wansley writing in the Wall Street Journal, relates his recent experience shopping at Sears.

I visited a Sears store last week for a washer, dryer and microwave. The salesman couldn't give details about specifications on the machines. A microwave was priced at $119; the salesman said that was wrong price and that it should be $148. I had a terrible conversation with the credit people from the home office. They tried to sell me disability insurance. I said I didn't need it as I hadn't purchased anything. Finally, I ended up buying a Sears long-distance phone card and paid cash. After ringing up the sale, they said card wasn't good until 24 hours had transpired. What a horrible shopping experience. It took over two hours. Sears lost $960 in sales. I went to Home Depot the same day and bought a washer, dryer and microwave for the new home. The transaction took 35 minutes and all the goods were delivered the next day. Mr. Lampert: you've got a very serious problem.

Posted by James Zellmer at September 18, 2005 3:43 PM | Subscribe to this site via RSS:
Posted to Business