Out-of-Box items: yes or no?

Jun

15

2009

Comments

[Carol]

I often see reconditioned DCS applicances advertised in the outlet ad (as is the case now). I have never seen any at my local outlet(Baltimore). I have searched on-line for a DCS range without indicating a location and don't see any listed anywhere, the brand does not even appear in the filter list. Do they even exist? Where? How do I locate them?

[John M.]

Probably not from Sears based on this weekend's experience. I went to the local Sears with printouts in hand looking for 2 items shown here as "reconditioned" items available. One was claimed to have been sold a week previous, and the other (a GPS) was a display model, missing all the pieces necessary for the unit to actually be useable (hardly what I'd consider "reconditioned".) If item status/conditions are being input by store staff, they need to be far better policed before I'd consider wasting my time again.

[Thuyan Pham]

I just want to let you know that Alex Espinoza (Santa Ana location) is doing an wonderful job. He's patient, detailed person and good customer service. We're lucky to meet him at Sears to help us.

Sincerely yours,

Thuy-An

[SHC-John]

Bobby, I work with Sears Outlet and I'm sorry you had a bad experience. What are the item #'s and which stores did you go to?

We've been trying to improve the bugs on our website, and with so many new products being posted there can be growing pains. The biggest issue for us at the moment is that our inventory updates overnight. If someone buys an item at 2pm, and you come in at 4pm after looking at the site, you may not find it in the store anymore because that item wasn't taken down. By the middle of October 2009, we should have a real time inventory system in place AND you will be able to buy and deliver things from the web.

Another bug that we are trying to fix is the problem where an item might have been sold 2 weeks ago, but was never processed on the inventory system. This would mean that the item is left on the website even though it was sold! We recommend to customers who are going to drive to outlets far away to call in advance to make sure that the product is in the store.

I know it's frustrating, and I'm sorry you went to multiple stores and didn't find what you were looking for, but I hope you will come check us out again in the future. Our sincerest apologies.

[Jade Kolb]

Well, I will never use the outlet tab again! After chasing down 5 leads at 5 different stores for the same item, I finally got a sales person who knew what I was talking about regarding the "reconditioned item."
It has been a week of errors, carelessness, and mishaps. One store rep said it was a website mistake, then when I called back, said the item was sold. Another store rep said he had, "no idea" what I was talking about, and "could not help" as he was the only one there. Yet another store and another rep said that the website was right, but the pricing was wrong. And don't think that the item or tracking number will help, the staff doesn't know what they are or how to use them. The idea is nice, but the salesforce is poorly trained in products, policy and customer service. Same with the web customer help. First one thanked me for pointing out the mistake (which is still not fixed 7 days later). Another said that they could not control the store's inventory. I did not get a response when I asked, "if the website doesn't have control over the inventory, and the store says that they have no control over the website, how do things get posted???!!!" Next time, I'll just help myself at WalMart!

[william herbst]

Again, sears disappoints me. Whether,its delayed or just shoddy service, or like today advertising items that haven't existed for months. Thanks Sears, for making me take a trip in the pouring rain for nothing.

[Bobby]

Thanks for replying John. The last few days the outlet site has actually been updating like you said at night. The earlier items I was looking for are now gone and new stuff is popping up.

The only issue I had was I saw a new tv I wanted to buy pop up the other night.(I check many times throughout the day so I know whats new) And I got to the store right when they opened the next morning but the item was gone already!! The clearance ticket was there and the employee at the register told me right when they marked it down last night the night crew bought it... The public has no chance to pick up an item if the employees are getting them first.

[mdp]

Although I would purchase out of a box, does not necessarily would purchase from Sears Outlet, their prices are still in the high end there are other retail dealers that offer the same item Sears carry for a much better price and warranty...

With today's economy and financial hardship families are facing, Sears has not come down in there prices.............So this is something to think about...................

[shopaholic]

no, not without pictures and accurate description and definitely not from SEARS! Sears Outlet has a poll question with the date June 15, 2009 but today is September 19, 2009. The question is 3 months old. If they don't update their web site poll why would anyone expect them to update their inventory. Don't buy from Sears Outlet until they get it together. Sears do us all a favor and shut this site down.

[DALLAS]

I would buy open box items from sears online but you don't sell them, wish you did you would save me some money!!!!!!!!!!!!!!!!

[SHC-John]

Bobby, that's an interesting story. Which store was this? We should let every customer have an opportunity to get these great-value products. We're working hard to get the website to show real-time inventory levels and we're also trying to solve areas where items are mispriced. By mid to late October, we should have a new system up. Let's see how the new system works. We would love everyone's continued feedback.

[Ed]

Had a similiar issue...Kenmore Elite washer on the outlet site for $319. I went to the retail store in Bowie, MD and they had no idea what I was talking about. Associate looked and sure enough it was still in the system but I was told they didn't have that item. It had been a return back in Mar 09. Visited the Baltimore, MD actual Sears Outlet store and was very pleased with the selection. A near real-time inventory system and the ability to actually buy online would save a lot of headaches.

[Al]

I had similar experience as Pete.
An olympus camera listed on the site is not available in the store listed, I have been watching this product since a week and it is listed as available even now.
I'm not sure if it is the store that does not update their inventory or the corp.

[MD]

If actual pictures of the items at hand where posted online, photos which show the item from all angles and shows all defects, then yes. Until then, NO. This website should also state what defects and damages the item has in words, not just reconditioned.

[neusa]

I would like to buy a digital camera reconditioned but I called to store that I found online in the website and I gave a Sears Item and my tracking number and the crew doesn't find the product.

I just want to know why?If it has in the website ,why they don't find it?

I'm really disappointed

[Julio Cesar Chaves]

I had the best service at the sears store in clovis new mexico. A young man by the name of Rene gave me excellent service. Give this man a raise!!!

[Justin]

Tried to buy a camcorder from the outlet. Printed out the page, called the store. They said they had the item and it was in there system. Got there....could not find it. Come on guys wtf!!

[James A. Crumley]

I went to the Fenton outlet store two times and called once about the rake on sale. I was told the ad was for all stores and the rake had not arived yet at this location. It has been three days since the ad was placed and still no rake. I feel I have wasted time and money driving to a store that is not honering its commitment. I do not want to waste anymore effort in this project and it will be questioned if an item of interest appears again.

[Bhupen]

Yes I would buy an open box, IF IF ??? Sears keeps up with the current store inventory, After following the instruction of selected store # 1424 print out item information and driving to to store,I inquir someeone at counter . This person does not know about printed tracking Number person appeared to be long time Employee and next seals person tells me they head may be week ago and sold out, IT will be nice you can buy on line go store and pick up, What WEST of time and gasolineall effort. VERY disappointed with Sears Customer service, I think Sears customer Service is going way down, does not know from one hand to other hand what is going on,This is third bed exprince I had in one month.I hope somebody look in to it,

[andy]

Items that were sold DAYS ago are still showing in inventory. This site is a waste of time. Nothing is ever actually there.

[Jeff]

Went to Natick Ma Sears with printouts in hand for 2 Arrow storage sheds. Sales associate immediately tells me neither is available. I persist, and ask if he will actually physically check. He goes to back room and returns telling me they are there but missing pieces and cannot be sold. Upon further questioning as to what may be missing he very rudely responds he doesnt know, and just walked away leaving me standing there. For the potential savings you may get I dont know if its even worth dealing with the typical un-caring or untrained Sears associate

[Candice Smith]

We had the worst experience ever with our purchase from the Sears Outlet. We happened to drive by a Sears Outlet and decided to stop in. We ended up purchasing a Kitchenaid over the range microwave. The mounting kit was not included and neither was the plastic piece that sits under the glass turn table. The salesman assured us that they would order the parts and we would have them in 7-10 days. We took it home, 2 weeks went by and no parts. We had just bought a house, so we were in the process of moving and still could not use our new microwave. I called and was told the parts take 2-4 weeks. Needless to say, this did not make me happy. I filled out the sears survey from my receipt and voiced my dissatisfaction. The assistant manager called me and said the district manager had him check the store and they did not have the parts I needed, so there was nothing they could do. They obviously didn't feel the need to try real hard and salvage me as a customer. 3 1/2 weeks after my purchase the mounting kit arrived. It was not the Kitchenaid mounting kit, it was a generic kit and my husband had to make some modifications to make it work. Thank goodness I had him to install it or we still would not have a microwave. Of course they sent the mounting kit, but not the part for inside the microwave. I called and talked to the manager and he said he was cleaning things up in the store and happened to find an extra of the part I needed, so it must be mine. He mailed it to me. The part he sent did not fit my microwave and was broken. I called again and he ordered the correct part. 1 week later and still no part. I called again and he had sent it to the wrong address. Here we are 2 months later and I finally have a complete microwave.

We saved about $50, but between the time spent to get the parts, the hours on the phone and the headache, it was not worth it. I will never purchase another product from the Sears Outlet and highly doubt I will be in a regular Sears store anytime soon.

[Elizabeth Jeronimo]

I was looking for your harvard dual shot arcade style basketball system item#25723, and your sight gave me a store that would have it, but when I called I was told they do not have the item. I'm glad I called first before taking that three hour drive to pick up the system that did not exsist.

[CW]

We used to buy all our appliances at the local Sears outlet, but now the prices have risen and seem to be only about $100 less than those of non-outlet appliances (at Sears, Best Buy, Lowe's, etc.). That's just not enough of a difference.

[Yolanda Sledge]

Online ordering would be great. I was viewing an item that was available online but not in the local store in my state . Having online ordering could potentially boost sales for the outlet store.