Sears, officially known as Sears, Roebuck and Co., is a leading retailer providing merchandise and related services. Sears is part of the Shop Your Way program that provides customers with a social shopping experience where they have the ability to earn points and receive benefits across a wide variety platforms. Sears, Roebuck and Co. offers a variety of products for the home, including a section of home furnishings. Sears currently has more than 1,320 Sears-branded and affiliated stores in the United States and Canada. This company is the nation’s largest provider of home services, with more than 14 million service and installation calls made annually.

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The Good

Variety
Distribution
Warranty program
Return policy

Sears is a large company that is very popular in the United States. Originally beginning as just a watch company, Sears, Roebuck and Co. has grown and expanded their merchandise into a well-known home service company that includes a wide variety of quality furniture, found under Sears Home on their website. Sears has many locations across the U.S. and even now in Puerto Rico. These many locations allow us to assume their product is in high demand and produced at a very large rate. Receiving furniture from these stores shouldn't be an issue with the amount of stores their distribution centers would need to accommodate. Delivery from Sears online is simple and accommodating. Shipping costs are tailored to the customer's zip code, the distance from the distribution center or store will determine the rate at which delivery might cost. Free shipping is offered to those who are purchasing more than $59.00 worth of merchandise and it is usually delivered through UPS in 1-5 business days. Oversized orders are scheduled to arrive within 8-10 business days. Sears offers a hassle-free warranty program they refer to as their Master Protection Policy. Within this policy, they offer a replacement guarantee stating that if it breaks, they'll fix it. Customers will receive unlimited service and no deductibles or fees like other plans might cap. If they cannot fix it, Sear's will deliver and install a new, comparable product, guaranteed. Another bonus Sears offers is their abounding amount of promotional deals and offers that are posted all around their website. Within each category it seems that some sort of offer or enticement is going on. Also, Sear's return policy is very simple and hassle-free. If the customer is unsatisfied with their product within 90 days of purchasing it, they can either mail and bring in their original product with their original receipt and expect a full refund or exchange. Projecting that after an analysis they have a strong selection of merchandise, many promotions, satisfactory delivery and returns as well as multiple other strong categories.

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The Bad

Customer complaints
Personalization

Most complaints stemmed from product/service issues within the company. Customers spoke of receiving products or merchandise that didn't work properly so they referred to customer service but did not receive any luck. Some were told they didn't have the option to receive service for their product when they had proof of purchasing an extended warranty on the item. Another mentioned the hassle she had with re-scheduling service appointments over and over only to finally buy another item from a different store all together. Issues related to delivery, guarantee/warranty and advertising/sales. Many customers complained of not having their products delivered in a timely manner. Some even complained of not having their products delivered at all. Advertising/sales issues including customers being told they were purchasing a package deal and then not receiving it. When they took it to the proper authorities within the company, their concerns were denied and told their package deal did not exist. Customers had proof of purchase and advertisement, but the company would not award them their items. Other concerns that Sears might bring customers is their large network of individuals. Being affiliated with such a large company, Sears had a hard time personalizing with their customers. When speaking on the phone with different representatives, some complaints mentioned that they seemed to always have to start over because they were talking to someone new on the telephone every time. This aspect might not be as ideal for those that have issues with their product as it might be at a smaller company. One aspect of other furniture stores that Sears does not have is that they are strictly just a furniture store. Sears Home section is competing against other companies that specialize in simply creating and producing furniture. Sears focuses on home services which means they have more than just the one department. Their stores are full of a wide variety of merchandise.

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The Bottom Line

Sears is a certainly a worthy option to explore your home furniture needs. This store creates an environment for customers to feel like they are making a good decision, especially with their Master Protection Policy. With a warranty like theirs, customers should feel that they are able to purchase their furniture with great protection and comfort. Customers should also feel that they are receiving quality material at an affordable price because of the abundance of promotions and deals that are constantly being shared on their website and stores. Overall, I would recommend customers to purchase their home furnishing needs from the home product line that Sears offers.

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