29 March 2008

Customer Service Report

If you or a loved one are contemplating buying from Sears or sears.com, you might want to read this first -- and think carefully about your expectations for short- and long-term customer service.

Retailing must be a terrible business these days. I have written about book stores, and in general the issue of how small stores can and should compete with so-called "big box" super-sellers is a complicated one. But there is nothing like having a massive, nationwide retailer like Sears make such a hash of its own product sales systems that it cannot answer a question from the average consumer about which parts go with which products.


UPDATE: Sears responded to - and largely resolved - my issue.


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