It’s been a while since I’ve done a review. Not that there weren’t experiences I didn’t think were worth sharing…I just wasn’t inspired. Considered me inspired. I’ve had a guest post on The Upsell before but never have I reviewed Sears myself. I recently bought a condo and, since the first thing you do when buying a condo is fill it full of stuff, I was in the market to spend.
My girlfriend and I decided to check out Sears Home. Not a place I’d ever been to but the products they sell have often been recommended and, what they hell, they had a sale on. We ended up buying not only a washer / dryer set but also a mattress. They even threw in some pillows. I told you we needed stuff. For big ticket items though, it isn’t just an in-store experience, you also have to get what you bought delivered. I’m actually waiting on the delivery as we speak…but we’ll get to that.
To really get an understanding for this customer service experience, I need to break it into two reviews.
In-House: From the moment we walked in to the moment we left, we were treated well. From the mattress section where the sales person would pop in and out of our decision making to answer questions and offer advice without hovering to the appliances area where we were engaged on a personal level with one employee and offered constructive advice from another who knew we weren’t going to buy anything. We left having happily bought everything on our list. We even talked about the next time we could come back.
Out-House: We were first informed that the washer/dryer would be delivered with the mattress. Then I was told that unfortunately I wouldn’t be getting the mattress on that particular day…but they couldn’t tell me when it was coming. No idea. How is that possible? Is no one accountable for anything? How do you run a delivery business without knowing when your product is sent to and from places? Are there magical pixies creating my mattress and delivering it by teleportation? At this moment, I not only have no idea when it’s coming but also no idea when they’re going to follow up with me.
I’m a social media guy so where do I go to complain? Twitter. @SearsCA saw my remark, apologized and asked to privately get my email so they could get back to me. Sounds great right? That was 3 days ago. Still nothing. Nice.
Finally, I wait for my washer/dryer to arrive between 5-9pm. I, of my own fault, missed the phone call at 5:55pm that told me they had arrived…by 10 minutes. So I called to ask if they could stop by my place later in the evening as they still were delivering for the next 3 hours. Did the customer service agent say, “sorry, our delivery scheduled is packed tonight and can’t make it” or “unfortunately our deliveries are taking us pretty far and we won’t be able to come by your way again tonight”? Nope. Their answer: “We don’t do that.” What? You don’t put your customer first? Or you don’t want to engage me in conversation and an explanation.
“We don’t do that.” Maybe that’s what I’ll say if someone asks if I shop at Sears.
In-House: Going Steady – This could be the beginning of something major. For their in-store service, I had amazing conversation, received the right amount of attention, all with a friendly personality. I would love to meet up again…unless…
Out-House: Friend Zone – I just don’t like you in “that way.” …you bring this “friend.” Inappropriate, complete lack of people skills or respect. I have a friend who desperately will hang out anyone. I won’t even give him your number.
Service Rating System:
Friend Zone – I just don’t like you in “that way.”
Booty Call – If I don’t have anything else better going on, I’ll stop by.
2nd Date – I’ll give you a second chance.
Going Steady – This could be the beginning of something major.