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Helpful (1)

what is really important, the number or the customer

  • Comp & Benefits
  • Work/Life Balance
  • Senior Management
  • Culture & Values
  • Career Opportunities
Former Employee - Store Manager in Sioux Falls, SD
Former Employee - Store Manager in Sioux Falls, SD

I worked at Sears full-time (more than 10 years)

Doesn't Recommend
Negative Outlook
Disapproves of CEO
Doesn't Recommend
Negative Outlook
Disapproves of CEO

Pros

great people at store level - they all try very hard to meet the standards. The store can be nearly a one stop shop for the customer coming just short in groceries.

Cons

the pressure put on all levels in the store to hit a expected number regardless of customer feedback is incredibile. example: customer buys apparel and says no to opening a credit card puts the associate who rings the sale as a failure. same customer does not want to join the rewards program and the same associates is now failing 2x's.

Advice to Management

if the efforts towards the numbers was to create a better bottom line and those numbers have reportedly gone up every year - the question bags to be answered then. why is the bottom line not getting better. the answer is we have fewer customers returning because they are sick of the pressures to buy more at the register. wake up and see what is happening, yes reward members are repeating purchases more and more, but the customers are coming in less and less. 80% or better in loyalty customers means you are not getting new customers in and so the base is eroding away as fast as the companys bottom line.

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  1. Discouraging.

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Current Employee - Sales Associate in Columbia, MD
    Current Employee - Sales Associate in Columbia, MD

    I have been working at Sears part-time (less than a year)

    Doesn't Recommend
    Negative Outlook
    Disapproves of CEO
    Doesn't Recommend
    Negative Outlook
    Disapproves of CEO

    Pros

    The ability to make more than min wage. Flexible schedule. Lower level management is decent. Good, reliable products.

    Cons

    Severe micro-managing upper management, no real training program to speak of (other that computer courses, which cannot replace real one-on-one training), unethical business model (sales associates are forced to take a cut on their commission if they price match, including Sears OWN WEBSITE which is almost always substantially lower than the in store price.) Upper management worries and nags to much about numbers instead of worrying about customer service and how employees are compensated.

  2. Poor resources, intense focus on metrics, and technology that needs a desperate update.

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Current Employee - Cashier
    Current Employee - Cashier

    I have been working at Sears part-time (less than a year)

    Doesn't Recommend
    Negative Outlook
    Disapproves of CEO
    Doesn't Recommend
    Negative Outlook
    Disapproves of CEO

    Pros

    My team is wonderful, very friendly, good dynamics. I really like the people I work with but the company is so frustrating I'm not sure I can continue to work there.The online management system for requesting days off is quite nice.

    Cons

    I mainly have an issue with how the company is run at higher levels of management. The push to collect personal info for the Rewards program becomes uncomfortable and annoying for the customer. The existence of two separate credit cards with high interest and little benefits that you are required to push until each customer has both is a ridiculous expectation. Registers are desperately in need of an update. The whole entire store needs some new innovations. The technology resources involving the website ordering process and the points are return program are cumbersome and tedious. Customers are not cared for. Employees are not given proper resources to assist the customer and are expected to use the very slow and awkward resources to collect constant customer info and to push more offers on the customer which causes many customers to become frustrated as check out or any other process in the store is incredibly long. The usage of deceptive sales techniques is rampant and often leaves the employee with angry customers. The points system is confusing and is not a real resource for the customer. This store is truly going downhill and Shop Your Way Rewards, defective Ipads, Store to Homes, and credit cards are last ditch efforts to milk money out of the customer as the selling of merchandise is no longer the prime focus of this dying company.

    Advice to Management

    Reinvest in the store. Focus on technology updates and updating your customer care processes to be quick and easy. Value your employees based not on metrics but on customer satisfaction.

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