Sears - Where This American Does Not Shop
Written: Dec 12 '02
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I'll be honest with you. I have a huge chip on my shoulder where Sears is concerned. I've known Sears since I was a little girl and at that time, it was the place to go when you wanted to buy quality tools. Over the years, Sears has become quite arrogant and instead of trying to stay in tune with their consumers, they have acted like they know what consumers should want to purchase, when, and for how much. And to admit that they're wrong - on any level (pricing, product, customer service), is something that they're incapable of owning up to.
Whew! With that off of my chest, I'll tell you about the time that I gave the web site a chance.
The Web Site
Their web site design is definitely different from what I'm used to seeing from a major retailer. Like the traditional web site, the home page is broken up into three columns. Instead of the focus being in on the middle of the page (using large photos to highlight something "exciting"), Sears uses its high-profile space to list a bunch of links to take you to different areas. For example, for appliances, they list the subcategories right there on the front page (Accessories • Air Cleaners • Compactors & Disposers • Cooking • Dehumidifiers • Dishwashers • Fans • Floor Care • Freezers • Heaters • Humidifiers • Laundry Care • Microwaves • Refrigeration • Room Air Conditioners • Sewing Center • Water Heaters • Water Pumps & Tanks • Water Treatment). To me, that clutters up the screen.
Pop-up ads. Every where pop-up ads. They use this type of thing to advertise what current deal they have going on at the web site (i.e. percentage off, free shipping, etc...).
And it just doesn't stop there. When you go to other portions of their web site, you'll be subjected to other types of pop-ups.
Pricing/Selection/Shipping
You'll find that Sears.Com pricing to be generally more expensive then those who I consider to be their major competitors. For example, Walmart.Com, you can purchase the popular Barbie Travel Train for $48.86. That compares with $53.99 at Sears.Com (and Sears.Com) claims to have already discounted that price by $6!).
In certain area, Sears.Com does a great job at offering a huge selection. In other areas, you've got to ask them - why even bother to have that particular product line if you're not going to do it justice?
Shipping - now here's where I have developed a deep dislike for Sears.Com. I never begrudge an e-tailer who doesn't offer free shipping for x purchase when it's the non-Christmas holiday section. Sales aren't as overwhelming as they should be during those off-peak shopping periods.
So what does Sears.Com do? Yes, they "offer" free shipping however, it's not the free shipping that you and me, as the consumer are used to. No no. You've got to complete a REBATE FORM to get your money back. How insulting and tacky is that?
A long time ago, the regular Sears wouldn't accept anything but their card. Now they accept their store card along with Mastercard, Visa, American Express, and Discover.
My Experience
So here I am, bad-mouthing Sears in general and THEN, I move on to the web site and say nasty things about it. Why would I purchase from Sears.Com if I didn't like it. Simple enough. My mother in law gave me a gift card to Sears and instead of having to march on over to the mall, I decided to use it online.
I thought about ordering some pantyhose because a girl can NEVER have too many of these. I also liked a particular style of hose that Sears carried and I was excited to see that they carried it online.
But wait, after I had placed it in my cart and went to check out, the system said that it didn't recognize me. What the ??? I had JUST logged in about 20 minutes before so maybe (I thought), I just needed to re-enter the information. Oh no. By looking at the women's clothing, I was taken out of the "main" Sears areas and it required me to sign up like I was a brand new customer. I really hated re-entering that information.
So I'm checking out and there's no place to put my gift card number! I had to go all the way back to the main site where they sell tools :) to find out that they don't accept the redemption of gift cards online. Yep - you got it...In the women's area of clothing, there's no FAQ type link or anything like that that would explain their policies to me.
So did I order? Absolutely not! After going through all of this trouble with navigating through the web site, looking at several other places to do price comparisons (cause I just KNEW they'd be quite a bit higher), having to re-sign up, and their screwy "Free Shipping", the ability to not be able to use my gift card was the icing on the cake! I closed out the browser and went somewhere else.
I did write to Customer Service to indicate my dissatisfaction with the double sign up process, the misleading free-shipping thingie, and the lack of being able to redeem my gift card. I got a "bot" reply (thank you for contacting us...). Um, gee thanks...but no thanks.
Recommended:
No
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Epinions.com ID:
kristinafh
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Member: Kristina Frazier-Henry
Location: Indiana
Reviews written: 1344
Trusted by: 1169 members
About Me:
Cannot breathe. Missing Barbara.
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