Sears Department Store

Sears: Did Their Customer Service Deliver?

I recently had a mixed experience with Sears. (Here’s the blog) What started out amazing in their store failed miserably once it was left in the hands of their delivery customer service. As I’ve come to learn from writing this blog, the best way to share constructive criticism is through a blog. So far, I’ve gotten the attention of London Drugs, Best Buy, local bakery Bubby Rose and now Sears. Soon after my original post, I was contacted by not only “Lizzie”, who operates their Twitter account, but also the local Sears Home manager who had been contacted by executive. Ah, the beauty of social media.

Social Media engagement
A promise kept?

THE ORDER:
I was first contacted by Nancy Smith with the executive office, who asked if she could help resolve my issue and asked for my phone number. I responded, “I’d like to see what you can do to help” and included the number. Never heard from Nancy again. Bye, Nancy. I barely knew ye. But I was then contacted by Margaret Ramsay, who store manages the Victoria location of Sears Home (where my little adventure all began). When I say “contacted”, I mean two phone calls and an email. I was unavailable so they certainly were making a point of trying to contact me. When I was finally able to connect with Sears, it was the weekend so I was directed to the (mattress) department manager Hector, who invited me to the store to remedy my mattress problem. (Recap: last I’d heard, the mattress I’d purchased from Sears wasn’t  coming and they didn’t know when it might show up.) Upon my arrival, I was offered an option of two other mattresses that were similar or better than the one I’d initially chosen. After rolling around the two options, I chose what I wanted. They also honoured the “free gift” you get with buying a Sears product (I’d initially bought a Sears brand mattress and this one wasn’t). After a bit of waiting to get the issue ironed out through paperwork, I worked out the time/day for delivery. A week later, the mattress arrived as agreed upon.

THE SERVICE:
Though I never actually talked to Nancy or Margaret, my experience with Hector was great. Though I did get the feeling this wasn’t the first (2nd, 3rd, 4th or 5th) time they’ve had problems with delivery customer service. When I arrived at Sears Home, I was reassured that the mattresses were IN the Victoria warehouse, and not back east. Interesting point to make as I’d only complained about the delivery service…not knowing where the issue was. Mental note made. So the in-store service was great but then again it was great the first time too. How about the delivery? Well, they did show up. Can I say they were friendly, accommodating and service-oriented? Nope. My girlfriend accepted the delivery and told me they barely even acknowledged her. But in this case, I was more interested in getting what I bought, less about service with a smile…or a smirk.

THE CONCLUSION: 2nd Date – I’ll give you a second chance. The big question, “will I go on another date with Sears?”…Yes. Their service in-store was exceptional but it had gotten to the point where I wasn’t going to go to them based on their service. After I wrote that last blog, I’ve never had so many people, either over social media or in person, tell me they’ve had as bad or worse when it comes to Sears delivery. This certainly sounds like an ongoing issue to be addressed. But I can only speak for myself, and they did fix my problem. That’s worth a second chance.

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.

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