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Sears / lack of product, poor customer service, poor policy

1 CO, United States

This is a complaint about your policy and lack of product.

We simply wanted four gallons of one of your standard colors of Easy Living paint and two machine screws for a cabinet handle. We went to our local store in Longmont, CO. Out of stock. Oh well, we'll go to the Thornton store. Went to the hardware section. After a long search, the honestly helpful clerk there said Sears apparently doesn't carry them 8/32 x 1 machine screws. Wonderful. Where's the paint? Oh, it's on the other side of the store, near the entrance. We trekked over. No clerk anywhere in sight -- all on other side of the store. Had to go find one.
Clerk at first didn't think they had any of the color in question. He checked with several people. They finally located 3 gallons. What about a 4th? They called the next closest store. None available. Oh, then we'll mix it. But it's a standard color, and no one could find the formula for the standard color. Sigh - ok, when will you get more in? We can't get it until our inventory is down to zero (which is why we were down to three gallons). With your purchase, we're now down to zero, but it will take three weeks -- but if you order online, you can get it in two (!).
We have been customers of Sears for everything imaginable for over 40 years. We understand that the market and the economy have changed, so we have tried to remain loyal. But this is it. The policy of not restocking until a standard product is actually down to zero is inane, let alone poor customer service. Not having standard items in stock in three area is poor customer service. Taking two to three weeks to get product is poor customer service.
We're done with Sears.

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