I’ve written a number of open letters to you and Craftsman already, concerning erroneous ads, your product descriptions, and disappearing tools. Now it’s time to share a bit of frustration about the Sears.com shopping experience.
Shopping on Sears.com is terrible. The search stinks. Filtering is broken. There are hurdles before I can ever find what I’m really looking for.
I have tried using Chrome, Internet Explorer, and Firefox – the latest versions of each – and the results are almost always the same.
Maybe there’s something wrong with all of my computers, but that’s unlikely, especially since no other sites give me trouble.
Here’s one example of what really gets to me. I decide to browse around on Sears.com to look for something, and bring up the site. I type in a few keywords, hit enter, and results pop up. But the results are all wrong. If I search for “Craftsman tool cabinet,” the sidebar tells me there are 141 Craftsman products. But the main window shows 5 Craftsman products, then 19 other brands’ products and 1 more Craftsman product. Some of these items are “Marketplace” items.
Okay, so maybe the search engine needs some work. I then click on “Sears only” to remove all marketplace products from the results. I click and click and click, and nothing happens. I then click on the “Craftsman” brand filter, and again nothing happens.
Sometimes the website works perfectly, other times it’s unpredictable and fickle. I spent a half hour trying to capture this effect in a screencast, and although it’s not terribly clear, you can still see that the filtering inexplicably doesn’t work half the time.
The harder you make it for me to find the tools I’m looking for, the more time I will spend shopping elsewhere. I imagine the same is true for other customers.
Here are a couple of other issues that I have experienced on Sears.com:
- “All _____ on sale” sales exclude a lot of the items on my wishlist without reason.
- I was charged more for an order than quoted at checkout (although I did receive a refund after presenting evidence of the differences, I had to fight for it).
- Clicking on a Sears product link in an article that’s being read on a smartphone redirects to the mobile Sears home page. Why not take me to mobile version of the product page?
The biggest disappointment is that it seems nobody cares about these issues. They didn’t just pop up overnight, and it seems that nothing is ever being done about it. Or am I the only one finding these problems?
After I posted my first letter it took 6 days before the wrong product image was switched to the proper one in the Tool Innovations ad page. 6 days for a simple image correction.
I can look past random errors, poor descriptions, and the fact that many of the tools I wanted to buy from you are no longer for sale. But then to run into more hurdles? Why bother, I’ll get what I need from someplace else. Fix the issues with the online store, and I might come back.
I can’t speak for anyone else, but I highly doubt that I’m the only one frustrated with Sears.com’s poor usability.
P.S. I found a video on Sears.com that’s titled Nextec C3 Hammerhead Drill Driver. Guess what – that’s not a C3 tool and it’s not a drill driver.