The Sears robot works Saturdays: it called at 8:04 & 8:34 again with identical messages. After the second call I gave up and got up.

Didn’t Sears’s mother tell it never to call before 9:30am on a weekend? And exactly why does Sears have such a dysfunctional phone system that no one, not even the “executive offices”, can turn it off? Have they never heard of e-mail? Could it be that the harassment factor is seen as a feature rather than a bug, in that when something promised is no longer available it will drive purchasers into cancelling their order rather than trying to get Sears to make good on its promises? I suppose the better bet remains sheer incompetence and heartlessness, but one has to wonder.

[Next installment: Sears Can’t Deliver Email Either]


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One Response to Yup

  1. Caroline says:

    Strange that you get more calls when they have acknowledged they can’t find your item than when they claim to be able to deliver what you ordered. Perhaps it is about discouraging people from persisting in holding Sears to the bargains they thought they had agreed. Sears Holdings says it is :
    “committed to improving the lives of our customers by providing quality services, products and solutions that earn their trust and build lifetime relationships. In our associates we value teamwork, integrity and positive energy. Our culture is defined by a clear vision, mission, pace and values.”
    In its latest 10K it notes that it is involved in a very competitive business and that “Success in these competitive marketplaces is based on factors such as price, product assortment and quality, service and convenience, including availability of retail related services such as access to credit, product delivery, repair and installation.”
    It doesn’t seem as though the mission or concern about the competition is very evident in this story.

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