I worked at Sears for 10 years, much of that time as a customer service "expert," so I know firsthand how good Sears' service should be.
Yet the problem is not with Sears' policies. Their intent is very clear--solve customer problems as quickly as possible, without giving the customer the "runaround." The problem is not with Sears' sales staff, many of whom start out with the desire to serve customers to the best of their ability.
The problem lies with Sears' store managers, who fail to train their supervisors or handle employee complaints fairly and who refuse to listen to employees' suggestions.
The problem also lies with Sears' upper management, who constantly force store managers to cut hours and expenses. Top management is so far removed from the sales force that they have no idea how to truly serve the customer.