Sears Website Really Sucks
Sears, once a brand that reigned supreme over all things retail in malls everywhere, has been knocked down a few pegs in the past several decades by companies like Wal-Mart, Home Depot, and Best Buy all eating into a piece of its retail market share.
Sears has a lot of things going for it. They own a lot of popular brands and still have a relatively strong brand name among older folks, but it’s really with the next generations they’re struggling to compete with. It’s clear to me Sears wants to catch up to the 21st century, having gone through some re-branding pushes and now a new Website with all sorts of new features including an in-store pickup system and a massive online marketplace to shop from.
Well it just so happens that I was in the market for a Playstation 3 this weekend, and after viewing this online offense known as Sears.com, I found they were the only online retailer I could find sticking them for their regular retail price, $299.99. So, since there was one in stock at the closest Sears about 5 minutes away from me. So what the heck, it gave me a chance to try out the site, I went ahead and made a purchase.
So, Sears.com, here are some tips to make your Website a little better. I was offended at first, but really, with a some changes here and there I think you’ll be at the top of the Web game.
Sales Note 1: I added the Playstation 3 to my online shopping cart and was presented with recommended items, as one would expect from most online retailers. I clicked to add some stuff to my Shopping Cart, only to find that the items I placed into my shopping cart didn’t actually go there. So, Sears, you missed out on a few accessories that I decided I would get cheaper elsewhere after the Website didn’t function. What can I say, I’m A.D.D. and impatient when it comes to online purchases.
Sales Note 2: If you’re going to promise an email within 2 hours, you should have an email out within 2 hours. I received a phone call the next day from a rep (who, I will point out was very friendly and professional) who said she would need to process this and THEN I would get an email sometime within the next day. A little frustrating when you’re excited to play God of War 3. That said, at my local Sears, the poor guy at Merchandise Pick-Up was running around frantically to bring everyone their merchandise. The service was super, I must say, and this guy deserves good pay for his hard work!
Sales Note 3: There are two elements on Sears.com that really, really suck. Remove these immediately:
1: A top-of-the-window toolbar featuring links rollover pop-ups for a medley of Sears brands from K-Mart to Craftsmen to Kenmore. Why are you so keen on taking me away from the point of purchase? If you’re going to tout Sears.com as the end-all retailer with millions of products, why do you want to send me to K-Mart’s website?
2: A left-panel fly-out cart/profile thingy. While the code is pretty sexy, seriously, who in their right minds wants this information jutting out on the Left hand-side, pushing all the shopping to the right, before I have even had a chance to shop?
What’s inside this little left-aligned goodie:
- Shopping Cart – Already linked from the Top Left.
- Profile – Why on Earth do I want a Profile on Sears.com?
- Wishlists – OK, this is reasonable, but I don’t need to always see it.
- Recently Viewed – Also reasonable, but again, I don’t always need to see it.
- Personal Shopper – This will be very useful when I can’t find my products in the massive number of links or understand why I need so many options.
The point is, it’s atrocious, take it off now! Or at least stick it on the right so it’s slightly less distracting while I’m shopping for products. Then, if for some reason I decide I need a Profile on Sears.com “to do amazing things”, perhaps then I’ll find use for it.
Final note: Sears is playing catch-up to all of the online retailers making millions on the younger generations – but you shouldn’t forget about the core customers of Sears. This site certainly doesn’t help less a tech-savvy demographic shop online. You can’t run your mouse across the screen without a couple hundred links appearing. Sears.com should really, really emphasize the great Search application it’s running and decrease the number of options on the homepage, starting with the Top Toolbar and the Left-aligned….thing.
I’d say make the logo a little bigger, but take a look at this. Much better already, no?
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March 30th, 2010 at 1:25 pm
It really seems like they hired some intern who wanted to try to utilize every js based application he could fit onto the page. It looks hideous. BTW – you should install a plugin called (something like) Jquery for Native Galleries. It automatically converts WP galleries and photos to lightbox… much cleaner for opening thumbs than having the image open in the full window.
March 30th, 2010 at 1:43 pm
Thanks John, I really think it has more to do with Executives wanting to put everything and anything on the site. Naturally if you’re being paid and nobody listens to your advice, you shrug and give ‘em what they want. As for Market Misfit, there’s more coming, I’m just managing so many sites right now everything is coming in steps. I haven’t even put many of my favorite WP plugins in here yet.
July 7th, 2010 at 3:24 am
Sears.com doesn’t work at all in Google Chrome or Firefox… just goes into some really hilarious infinite reload loop with a HUUUUUUEEEEEGE-long URL. It’s like they hired a 12-year-old to develop their site. Really pathetic, but the good news is that I found what I was looking for at Ace hardware and Loew’s, who have working websites as well as local store.
February 24th, 2012 at 11:38 am
I just tried to use their website to buy a coffee grinder… instead I will look locally and probably buy it at Starbucks, why? Their website doesn’t work, in IE/Safari/Chrome… or any browser that I use (all of these are the latest versions… but I suspect that doesn’t matter). I keep getting errors (403s and ‘rejected’ messages which are no use at all) with no explanation of what’s wrong or why. Geez. Talk about dinosaurs. I’m appalled that they try to elicit international sales… are things so bad at home? Hey, here’s a suggestion: fix your website, and then see how many happy customers you might have!
Kenneth
April 3rd, 2012 at 1:24 pm
I just spent an HOUR trying to check out.
They ask for a password even before you can enter you payment method.
There are 2 coupons supposedly applicable (a FREE SHIPPING and a $5 off of $50)
I tried one, they said it didn’t apply. I tried the 2nd & again it says it does not apply.
I read fine print of each coupon code…none of the exclusions fits my purchase so no reason why both were rejected. I thought perhaps I had put in an extra space or didn’t put a space, capitalize,etc After 5 tries, it locked me out…and this is a COUPON
I could see that on a login, but on a promo code?
PLUS I read in the back that you can have local store pick up on small items (which this is).
It would not offer that option. Argggggh. What a freakin WASTE of time. The price of the item isn’t even that GREAT (saw it for $20-25 less elsewhere online, but none had the item in stock) Sears can kiss my ***. NO THANK YOU SEARS
April 3rd, 2012 at 1:27 pm
By the way, mentioned password because I HATE to have to set up passwords all over the place just to buy an item, and worse yet, to have to give name, address, phone, zip, birthdate,etc JUST TO GET to checkout! IF I’m paying with paypal, they don’t NEED that.
All they need is a ship to address and that is provided by paypal.
Again, SearsSUCKS.
PS. I’d tried their site a year ago, and had the same results. Thought perhaps they improved it -not at ALL
April 3rd, 2012 at 1:34 pm
Hah! Sound like Sears is still sucking it up after all this time.