Sears Follow Up
You’ll remember I wrote about Sears and how screwed up their website was. How could you not remember… it was only two days ago. Have you got Alzheimer’s or something? That post is here for those who missed it: http://www.idiotonastick.com/talk/2009/10/what-up-sears/
Anyway, you may have seen the comment from the woman who worked for Sears telling me to contact her directly, so I did.
I gave her the link to the product I was having trouble buying so that she could see the problem for herself and, hopefully, let her IT people know so they could get it fixed. Since I work in IT myself, I know what a big deal it is to find the problem, make sure the fix works with everything else that’s already working, and get things the way they’re supposed to be.
Well they did get it fixed and first thing this morning, I ordered my rug. I actually ordered two rugs because I couldn’t quite make up my mind and I figured if I didn’t like the first one, by the time I’d order the other one and wait for it to arrive, it might be too late for my little soiree. So I know I’ll be returning one of them, at the moment, I’m just hoping that the cheaper one is the best looking for that room.
Anyway, Paige (the Sears woman) emailed me today to let me know that the website was working properly and offer me a promotional $10 off my purchase. Unfortunately, I had already ordered, so I couldn’t use that. But, in following up with me, because I’d missed the offer, she offered to send me a gift card instead as a thank you for my feedback.
Who could resist that? I’m all for gift cards. And I’m assuming she’s not sending me a gift card for The Bay, but for Sears – where I seem to spend most of my time lately – I saw a little back room there where I may just set up a mattress with a little hot plate so I don’t have to travel quite so far to shop.
To finish, I’m happy. I’m happy they were listening to their customers and did everything in their power to get things working to satisfy their customers.
I guess that they’re walking the walk and providing a point of difference that you can’t find at some of the places you’ll shop… that is, listening to their customers.
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Thanks for sharing the story… so much of the web is full of complaints, it’s nice to see Sears stepping up their customer service game.
jafer
kim @ mommyknows
Jen
Kalli
Female, taken, fire, Sagittarius, Monkey, Toronto, two kids, one grandson, IT.
53
is the new 30. I want the world to close their mouths when they’re eating or chewing gum. If they don’t, I want to elbow them in the face.
It’s really nice to hear about a company really trying hard and following through with customer service.
It was also really great of you to tell other people about. Most of the time we just here, about the Customer Service nightmares and not the good stuff.