Heidi sent a message to Edward Lampert - Chairman and CEO of Sears Holdings - Email Address that said:
I live a long way from the Sears store #1185 here in Asheville, NC, and I wanted to find out if they have the item I am looking for before I drive 30 miles to the store. I have called numerous times, and tried to reach several different departments just so I could talk to a real person.
I also left 2 voicemail messages. Not one person would bother to answer the phone or call me back. A couple of months ago, I tried to call the store to ask about a different item that I was interested in buying. I had the same experience, so I can only assume this is the store policy. Needless to say, I bought the item from another company.
If this is the way your Sears stores do business, I can see why they are going out of business. I plan on buying my item at a different company, but I wanted to bring this really bad store policy to your attention. I wont be bothering to contact any Sears store again, and I will be informing all of the people I know that Sears does not care to do business with them.
In todays business world, its all about the customer experience.