Sears - Sears.com Customer Service Ratings at STELLAService

STELLAService's take

Sears.com offers premium and dependable service through the entire online shopping experience while offering thousands of products ranging from baby clothes to power tools. With extended customer support hours and a friendly and knowledgeable support staff, Sears.com shows that answering questions and meeting customers' needs is always their top priority. In the ultra-competitive "mass" retail space, Sears.com separates itself from the pack with a pain-free online shopping experience and friendly, reliable customer support. It truly is a pleasure to shop at Sears.com.

User Experience

This is about as user-friendly as websites get. Site organization, layout, search and navigation are all impressive for the size of Sears' site. Product pages are great with detailed information, good pictures, lots and lots of helpful customer reviews, availability, sizing and shipping information. Their shopping cart is super clear and checkout is easy, especially with the "express checkout" feature that keeps buying to under three-clicks. Sears.com is simply fantastic and is surprisingly efficient for such a massive site.

Shipping and Returns

Sears ships just about everywhere and with extensive international and expedited shipping options, the customer can chose when and how they'd like their items delivered. Packages arrive within the expected delivery window and boxes come with clear return instructions including a pre-printed sticky returns label. Returns are very simple and they are usually great about getting your refund back quickly.

Customer Support

Phone, email, live chat support 18 hours a day, seven days a week in English and Spanish means finding help is simple. The click-to-call back feature is useful but phone inquiries rarely face hold times so both options are great. Customer service representatives over phone and email are knowledgeable and committed and make sure that no issue is left unresolved. Live chat queries receive replies within 30 seconds, and answers are always direct and helpful.

About Sears

With its nationwide network of Sears stores, including 848 full-line stores, Sears, Roebuck and Co. is a leading U.S. retailer of apparel, automotive and home products and services for families across the country. Sears also offers a variety of merchandise and services through its Web sites, sears.com and landsend.com, a variety of specialty stores and catalogs.