Share Everyone wants to be popular, especially companies. And great customer service is one way to get there. Unfortunately, not all companies measure up when it comes to great customer service, and some industries in particular are continually ranked poorly for customer satisfaction.
Her local Sears in Wilmington, Delaware, the year-old retiree said, was so poorly stocked that she stopped going there, even though there is no Delaware state sales tax. The stores have minimal items," she said as she shopped at the store in Media.
A change in sentiment among previously loyal shoppers like Hetrick has contributed to the retailer's sharp decline in sales. With Sears' future in doubt, vendors begin pulling back - https: On Thursday, Reuters reported Chief Executive Eddie Lampert is exploring a Yahoo finance customer service for some of the retailer's businesses and real estate.
Sears did not respond to multiple requests for comment. In September, the retailer said it is cutting down on lower-performing products and becoming more aggressive in clearing out seasonal merchandise. It also expanded the assortment on its online marketplace, which allowed it to add more popular brands.
Sears also said it continues to take steps to improve its in-store experience for shoppers, without offering details. It has made attempts to sell its products like tires and Kenmore appliances on Amazon.
The retailer's problems, according to shoppers, former employees and vendors interviewed by Reuters, range from its limited assortment of merchandise to poor customer service. In addition, some said, the retailer abandoned basic shop-keeping standards such as clean stores.
And Lampert's leadership over the years has hurt it more than helped. The retailer, which for decades was the Amazon.
A sign of its corporate power was the story building called the Sears Tower, once its corporate headquarters in Chicago and the world's tallest building for a period of time.
Hetrick shopped at Sears since she was a child, and said she recalls looking forward to its Christmas catalogs.
But nostalgia for the Sears hallmarks, from the catalog to Craftsman tools, has not helped the year-old department store bring customers through its doors in recent years.
The retailer lost its allure with shoppers after shrinking its total store locations by over 70 percent in less than a decade. Sears runs nearly stores, including the Kmart chain. As of Februarythe retailer said it employed about 89, workers in the United States, compared withpeople five years earlier.
Over that time, the number of consumers open to shopping at Sears dropped to 14 percent on June 1, from 28 percent on June 1,according to data from YouGov BrandIndex, a company that tracks public perception of brands.
Only 9 percent of U. Inwhen the retailer announced the merger, it was the third-largest in revenue behind Walmart Inc and Target Corp.
Customers used to be able to check out in any department in the store, and there was always someone to ask for assistance, said Judy Davis, 81, of Banning, California, who retired from Sears in after working at the Cerritos, California, store for 27 years. After the Kmart merger, the checkouts were placed in one corner near the store exit, and cashiers could not leave their registers, she said.
That went out the window," Davis said. At the Pennsylvania store John Fullerton, a year-old truck driver who visits Sears to buy clothes, tools and appliances, could not find a salesperson to check him out.
Story Continues "There's no traffic coming through here," he said referring to the store's empty aisles. Lampert's lack of experience in the retail business was the biggest reason Sears' fortunes took a turn for the worse, said Chad Brand, president of Peridot Capital Management, which holds Sears bonds.
Lampert and his representatives were not available for comment. But the bigger issue is how bad merchandising hurt performance, he said. I can't remember the last time Sears launched a new brand to excite the customers to shop," Wimer said. The inability to hold onto customers is also tied to Sears' failure to keep its shelves stocked.
Reuters reported a year ago how many vendors started pulling back shipments and began demanding stricter payment terms. Brett Rose, CEO of United National Consumer Suppliers, a wholesale distributor of overstocked goods such as garden tools, beauty products and toys, stopped shipping to Sears and Kmart about three months ago.
VF Corpwhich owns Lee Dungarees, did not respond to requests for comment. Dennis Gansemer, 77, who worked at the Dubuque, Iowa, store for 27 years before retiring, said it was a good company "until they had people running it that didn't know what they were doing.Contact Yahoo Customer Service.
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