I am a hard worker. I earn my money, and I spend the discretionary income I have on carefully researched items that present themselves with the best value.

Enter Sears. I got married in July of this year. My grandfather-in-law sent us a nice $200 gift card to Sears. I thought that was great, considering that Sears has a long history of retail dominance in the US and has always seemed, to me at least, as a reputable dealer of quality merchandise.

My new bride and I decided a Playstation 3, with Blu-Ray capability, Wi-Fi, and advanced gameplay capabilities would be a great way to use our gift card, along with $100 of our own hard earned cash.

Sears, however, had other plans for me. In fact, on November 27th, Black Friday, while every other retailer had copious amounts of the product aforementioned in stock, Sears (in Salem, OR) did not. But, unabated by the singular location, I explored the internet. Sears.com - the wondrous platform that held the entire Sears, Roebuck, and Co. catalog showed the beautiful PS3 Slim in Portland. A mere 35 mile jaunt would produce instant gratification.

I decided that, in order to ensure I would capture my treasure without the fear of sell-out, I would order the product online and arrange for "Store Pick-Up"! What a great way to save time, guarantee my purchase would be in stock, and make sure I would be back in time to enjoy Assassin's Creed II before midnight!

Well, unfortunately, I did not know that Sears.com and Sears stores were 2, yes 2, separate entities. When I placed my order, I was assured I would be able to pick up my purchase "later today." The guide informed me that I would receive an email documenting my exact instructions on how to gather my bounty.

I did not receive my email within a couple of hours. Oh - how I thought "later today" would mean a few hours later, instead of "not likely today, but withing 24 hours of verifying your blood type and DNA, " but I digress.

I instead, being opportunistic and rather naive, decided that by the time I reached the store, I would indeed have received my conformation and be on my way with my PS3 in hand. This was not to be. As I reached the store, I was informed that there were verification issues with my debit card. I called the verification number, and a nice person, named Becca, verified that I was, indeed, who I was. She then assured me that in a matter o a few minutes, I would be able to claim the deliciously dubious and always out-of-reach treat for which my paycheck would be assigned to.

This was at 5pm.

Fast forward to 7pm. No word yet. System issues. Management can't determine the problem. In fact, local management, the one's running the store for which I had occupied for 2 hours in slim, recycled-soda-can, chairs, had informed me that there is nothing they can do. Sears.com is different from Sears retail, and that even though they had spoken to several people on the phone, could not take their word as gospel and even though I was charged for my purchase, would not, and could not release it to me.

I was instructed to come back in a hour.

Let's visit 8pm.

I return to the store after a few drinks at the local Red Robin - which were delicious - but irrelevent; my order, even though release from the prison in cyber-space by people at a call center that which may or may not actually be in the contiguous United States, or North America, or even the Western Hemisphere for that matter, the store could still not pull up my order from Sears.com, which again IS NOT SEARS. (I'm told)

8:30pm (4 hours into my hunt for the elusive PS3)

I am pissed now. I let the manager know that even though I understand that Sears.com and Sears are two, in fact, probably, 4 different entities tied together by a holding firm hidden on the moon away from society, there should be a human element that overrides onerous computer programs from preventing customer service, and indeed the cust0mer from receiving their in-fact paid-in-full purchases at said retail outlet.

Nope.

There is nothing they can do.

So here I am. 10:14pm. I have driven the 35 miles back in dead-lock post-Thanksgiving traffic to my home. I anticipate I will receive my confirmation email tomorrow. I will drive back to the Sears retail store, not Sears.com, which is an immaterial element that delivers angst, poor customer services, and despicable management training that does not allow someone to make a little note on a ledger somewhere:

"PS3 120GB Slim - Ser#: 2343221 - given to customer from Sears.com that was not functioning at
time of customer encounter. Management overrides confirmation after speaking with verification
hotline. Confirmation number available after systems restored and will be reflected in inventory at
that time"

Or something to that effect.

All in all, I feel that the management could have done something, but, gave me no option but to leave their store after 4 hours of travel, wait, and disappointment. I even tried to reason. Ship it to me, overnight, at no charge. Save me the gas.

No.

I was instead told, that I was the one in fact, who disobeyed the most remedial of instructions. Wait for the confirmation email.

Well. I guess, this may be all my fault. But, due to the complete lack of management ability to control their own stock, and help a lost customer, who even after spending what little hard earned cash he had in their retail, I will not ever spend any time, money, or fuel in my vehicle, shopping at Sears ever again.

I used to read the old Sears catalogs from 1913 that my great-grandparents had from the good-old-days. I guess, those values and qualities are no longer important.

Bottom line.

In and out.

Sears - you will no longer see me as a customer again.

Sincerely,
The customer who should have gone to Best Buy - who had 400 in stock for immediate purchase.

my daughter started working for sears on oct 31 2009 this is her first job she ever had she just graduated from high school this year she is a good worker has been to work on time and whenever schedueled however they fail to pay my daughter for her time and work she did not volunteer to work at sears she applyed for a job in order to get a pay check and they keep giving her the run around pertaining to her wages she has not received any wages at all from the company and she has been there very close to a month now this is very bad business and i dont think its a good place to work...

Purchased Craftsman 4-Gallon Twin Stack Compressor With 3 Pc. Nailer Kit Item #16638 from Sears located at 9 E. Valley Mall Blvd. Union Gap, WA 98903-1612 on Saturday 11/07/2009. Item rang up for $149.99 but advertised for $299.98 which caught the cashier (Tanna) attention, who then contacted her manager (Becky) by phone to double check/verify the correct price and also to verify the 3 Pc. Nailer Kit was included. The manager (Becky) advised the correct price of $149.99 to include the compressor and nailer kit. I paid for this item in full and will pick it up later due to having to be at work shortly. The salesperson (Tanna) said “If it doesn’t include the 3 Pc. Nailer Kit make sure to talk to the manager Becky.” Sunday afternoon I went to pick up the item I paid for in full, which were the air compressor and 3 Pc. Nailer kit. Well, the stockman only brought the compressor which didn’t have the 3 Pc. Nailer kit as promised. I asked the stockman about the deal that was advertised and if I could speak to Becky. One of the managers on shift (Sandi) came out and spoke with me stating “Becky is not here today and I can’t authorize anything that she may have promised and the person who sold it to you will here at 1230.” So I waited about 30 minutes until it was 1230 and Tanna was on shift to speak with her. Tanna the salesperson said “Becky made a mistake and was supposed to call you but I guess she didn’t” in which I said “No, I never received and phone call from Sears.” Salesperson Tanna went back to call her manager (Becky) and asked “What can we do about this sale?” in which Becky replied “We can offer him (being me) $60 off the 3 Pc. Nailer Kit” I thought about this offer Sears just gave me and asked Tanna “Shouldn’t you honor the sale price since it was verified by the cashier who rang up the item and also the department manager?” Tanna said “You will have to come back tomorrow and speak with head manager (Troy) who is the only one that can authorize it for that low of a price.” Monday afternoon I went to pick up the item I paid in full once again and the stockman came out with the air compressor without the 3 Pc. Nailer Kit! So I asked to speak with Troy, who couldn’t come due to being on a conference call and I will have to wait 3-45 minutes in order to speak with Troy. I told the stockman to take back the item and have Troy call me when he is free because I have to be at work in about 1 hour. Around 1620 I listen to a voice mail from Troy who wants me to call him back, which is exactly what I did around 1630. I explain the details of the purchase transaction and the incident yesterday being Sunday. Troy says “About all we can do is offer you a $60 discount towards the 3 Pc. Nailer Kit and Becky made a mistake who apologies for it.” I state that I have paid for the item in full, I have the displaying the item number, receipt with item #16638 matching the advertised ad, and was not only verified by the salesperson but also her manager. Trot kept on trying argue his point that it was a mistake and is willing to offer a $60 discount off the 3 Pc. Nailer Kit. We didn’t seem to come to a conclusion and I said “I will be calling Sears headquarters to file a complaint, ” which I already had done. Upon contacting Sears' headquarters for the second time, I spoke with a representative who said I should call the Sears store and ask for the district managers’ information and contact that person. After calling the Sears store where I purchased my item, they kept on trying to have me leave a message with Troy Larson who I just got done speaking with. I advised the employee I have already spoke with Troy and will call Sears headquarters for the third time and ask them for the information. Contacting Sears' headquarters the third time and asked for the district managers’ information for the Yakima, WA area they said “We can’t disclose that information to the general public.”

SEARS REBATE ORGANIZATION WILL NOT HONOR REBATE PROMISE EVEN AFTER TWO RESUBMISSIONS OF ALL DETAILS AND A LETTER FROM SALESMAN. ONLY $60 REBATE BUT NOT WORTH AGGRAVATION. DON'T EXPECT SEARS TO FOLLOW THROUGH ON THEIR PROMISES. BETTER TO DEAL WITH ANYONE ELSE!

I WILL NEVER BUY ANYTHING FROM SEARS AGAIN...SERVICE IS HORRIBLE. I WILL PAY MORE ELSEWHERE IT IS SO NOT WORTH IT TO DEAL WITH SEARS!!! I HOPE THEY CRUMBLE AND GO BANKRUPT, IT WILL SERVE THEM RIGHT! We renovated our kitchen 6 years ago and in the process purchased all new appliances from Sears. Our refrigerator died on November 1, 2009. We called Sears the next morning to obtain a service call. We were given an appointment a week later, November 9th. So already one full week without a refrigerator...I am not talking a microwave or dishwasher or even a dvd player...this is a necessity!! The service man was very nice, but did not have the proper parts in his van to make the repair. We had to order them. Being that it was our refrigerator and we had already lost all of the food, had eaten out more than usual, been nervous about the condition of the food in the coolers ...I asked, Can we please pay for overnight shipping to expedite this? He said, THAT could NOT be done..After discussing it for a while he made an appt for 10 days later, November 18th. As soon as I purchased 6 bags of ice, I called Sears Customer Service...I spoke with a woman from another country...who allowed me to be transferred to her Supervisor. This person said, As soon as you get your parts, call us and we will send a repair person right away...She assured me, if it was Thursday, I would get a repair on Friday (still 13 days without a refrigerator). Got the part on Thursday, called right away and got another woman from another country and she said, there were no available appts for Friday...only on the day I had scheduled. I explained, you must be misinformed...I was promised by Louie that this would be taken care of for me. I kept hearing the same apology and canned response over and over...THE SYSTEM SUCKS!!! I asked for someone above her that could help, I asked for dispatch, I explained and reexplained...I was put on hold numerous times and eventually disconnected...
Called another person tonight to see if I could get any further...nothing...they keep saying if someone cancels...Who is going to cancel, we are all desperate, especially if we have been waiting weeks!!!
I am totally baffled that this is how they operate. Plus, the 10 people I told today ALL told me horror stories about the Service, or the lack thereof, that they received from Sears...PITIFUL!!!