Sears Needs to Work on Customer Care
This story has been updated with Sears' response
NEW YORK (TheStreet) -- Amazon
As long as Amazon investors don't mind substituting profits, dividends and a return on investment for revenue growth, Amazon will continue to squeeze margins on others. Wal-Mart enjoys the greatest buying power of any retailer and has the retail process down to an exact science.
Take a couple of experiences I recently encountered with Sears
I won't wake up at 4 a.m. or whatever time people rise to go shopping on "Black Friday," but I am willing to buy products late at night online because I'm usually awake anyway. Sears.com is one of the websites I attempted to shop at because I wanted to buy a new Canon digital camera.
I ordered the camera, and selected that I wanted to pick it up at the store. My goal wasn't to give the camera as a gift but rather to use it during the holiday season. Sears.com showed it was in stock, and I could pick it up. The site, however, would not let me add the additional items that made the camera a fantastic deal (low-cost telephoto lens and memory card). I tried many ways to incorporate the extras at the package pricing, but it was a no-go.
In fairness to Sears, I wasn't all that surprised to have online ordering issues. I do most of my holiday shopping online, and on Black Thursday night/Friday, many websites were obviously straining under heavy loads. I drove to Sears with a printout of my order and advertisement in hand to show that I tried to receive the package price but wasn't able to.
The salesman didn't have the authority to make the pricing adjustments, but called over a manager who listened to my situation and price-adjusted the extra lens and memory card without hassle. I finished and walked to the product pickup to receive the camera. It was at that point I was advised that they didn't have the camera in stock. A day or two later, I received an email from Sears that the order was canceled because it was not in stock. The Canon Ti3 is a regularly stocked item, so I'm not sure why my order was canceled instead of simply delayed.