Consumerist Reader Puts Sears 5-Minute Pick-Up Guarantee To Test


After reading about another reader’s lengthy ordeal with Sears’ “5-Minute Guarantee” for customers who order items for in-store pick-up, Tony decided to put the retailer through its paces to see how it performed with his order.

Tony, who buys a lot of his tools at Sears, says he’s previously had the same problem as the other reader of Sears staffers stopping the countdown clock on his pick-up orders before reaching the five-minute market, thus saving them from having to issue a $5 coupon. This also jukes the store’s performance stats to make them look like they are fulfilling orders on time.

So when Tony placed four orders for pick-up at his local Sears, it wouldn’t have shocked him to see more of this clock-stopping.

He got to the store 25 minutes before closing, but considering it should only take five minutes to fulfill the order, he should have been in and out long before they were locking up.

Things started off promisingly, as three of the four orders were at the counter and ready to be handed over to him after only a few minutes.

However, the fourth order — which actually included two items — was more problematic. Only one of the two items was in stock, even though the website had listed it as in-stock.

The staffer needed to head over to the tool section to see what was going on, but rather than stop the clock on the three orders that were ready and give them to Tony, he let the clocks continue to run.

As you can see from the above photo, all four of the clocks crossed the 5:00 threshold. The “C” on the far right means Tony should be getting coupons because he still didn’t have his orders in hand.

But Tony never got those coupons because this is the point at which things go a bit haywire.

While he’s waiting for the sales associate to return from the tool section, he hears the announcement that the store is closing.

The staffer then came back from his visit to the tool section empty-handed.

“A manager tried to cancel the order with the missing item and reorder the item at the discounted price to have it shipped to my house for free, (meaning I have to wait even longer now),” writes Tony.

“Then I had to follow the manager INTO the store (which was already closed) to a kiosk to place the order,” he continues. “I had to login with my username and placed the order. We then had to walk back to the original area with a different kiosk so she can give me the discounted price. She then handed me the difference in cash.”

By the time this was all finished, Tony finally left Sears after being there for 45 minutes. Even if Sears were to argue that each order should have been timed consecutively, Tony should have only spent 20 minutes inside the store.

So the results of Tony’s test:

  1. I never got an apology for the missing item. Not from the associate or the manager.
  2. I never got an apology for the long wait
  3. I never got my four $5 off coupons as the 5-minute guarantee policy states
  4. For the order where one of two items was missing, it turns out the manager canceled the entire order, then reordered the missing item, but didn’t charge me for the one item I did pick up. This means I literally got one of the items for free. (Not complaining)

Says Tony, “In a time when bricks and mortar stores are struggling to compete against online retailers, this is the perfect example of why this is a losing battle for them, with or without sales taxes.”


Edit Your Comment

  1. Marlin says:

    Thats better than most. I would have put money down on the manager blaming you and telling you to take it up with and also “get out, we’re closed…” as a final off.

  2. scottydog says:

    I stopped shopping at Sears a year and a half ago after they changed around their price matching policies. I now do my appliance shopping at Pacific Sales, which even though is owned by Best Buy, has great selection and great price matching.

  3. TheMansfieldMauler says:

    Sears is still just a catalog store, operating the same way they did back in the 50s, 60s and 70s. The only difference is that the orders are now on a screen instead of being hand written.

    I remember the old Sears Catalog Showroom in my town. An entire store full of stuff you couldn’t buy and take home. You had to grab a slip of paper next to the item, take it to the counter, pay, and then go home and wait a week or so for a phone call telling you to come pick up your stuff.

    • Nigerian prince looking for business partner says:

      That sounds a lot like Service Merchandise.

      • TheMansfieldMauler says:

        It was very much like Service Merchandise, except they didn’t stock anything at all. The only good thing was that if you knew a part number you could order it over the phone from that local store with no payment info necessary until you went to pick it up. Just giving your name and phone number was enough to get it shipped there and held for you. I remember my dad ordering lawnmower parts that way.

      • HomerSimpson says:

        Anyone remember Consumers Distributing (they were mainly in NY/NJ)? Same “look through the catalog, fill out slip, hand to sales person and somebody goes to fetch merchandise” deal only more often than not they would come back a half an hour later and tell you “Nope, don’t have it in stock”. Seems like I can count on one hand how many times they actually DID have something.

    • Galium says:

      I believe that was the whole purpose of the showrooms, to NOT have merchandies for sale but to have the item shipped to you. Hence the word catalog meaning that it was like buying from the catalog.

      As to the OP I believe he needs a reality check. It seems Sears did the correct process to complete his order. The clerk went physically to see to the customers needs with the correct manager. The manager walked him throught the process, after store hours, to get his remaining item and he is not happy because it took over five minutes. The staff did not cause the problem but busted hump to fill his order. He is a whiner. I am still PO’d with Sears for my personal dealings, but Sears did ok on this.

    • km9v says:

      Back in the 50’s 60’s & 70’s they actually had something called customer service.

  4. samonela says:

    Beat me to it!

    I would have pushed the guarantee a bit more though. I’m not really clear why you weren’t given at least one coupon when you were “technically” owed 4. This completely putting aside the free item of course.

    Good work either way!

  5. homehome says:

    They should have never started that, that’s unrealistic

  6. spartan says:

    I am beginning to suspect that about 20 to 30% of sales this month are going to be Consumerist readers who simply have to see for themselves what a cluster@#$k this whole process is..

  7. dush says:

    ” three of the four orders were at the counter and ready to be handed over to him “
    No reason to expect four coupons at all. Should have definitely received one for the problem order though.

    • Loias supports harsher punishments against corporations says:

      This wasn’t completely clear, but I believe all 4 orders were not processed within the 5 minute guaranteed window, so he would indeed be owed four coupons.

      • dyzlexiK says:

        If they are there ready to go, and you are getting upset over a technicality because it is “processing and not complete”, you are a bad consumer. He could, at any time, taken the 3 ready orders and been under the 5 minutes. Just because the employee didnt stop the timer, give him 3/4 the orders, and then go look does not mean you deserve to be given free stuff. A coupon for the 4th order that was missed is what should have been done.

    • wade says:

      THIS. There are a few posters nit-picking that the orders weren’t “complete” because he wasn’t actually handed the items that were at the counter, but I would imagine that then OP’s list of complaints would include whining about that as well. He probably would also complain that whichever associate helped him took two extra seconds to turn off the counter on the completed orders instead of solely focusing on the one remaining incomplete order.

  8. brinks says:

    We recently purchased a TV and a dehumidifier from Sears. Both times, because of stories like these, I was terrified something would go horribly wrong. No issues at all, but I know if Sears has the best price next time, I’m probably pressing my luck. They couldn’t get it right three times in a row, could they?

  9. winstonthorne says:

    From the looks of it, OP gets one or two ‘bad consumer’ marks:

    First, they clearly didn’t intend to give him the free item – it would be more ethical to pay for it.
    ***UNLESS it’s worth exactly $5, at which point he’s even with the missed coupon***

    Second, it is not clear whether he *asked* for the coupon. Usually you have to ask for this type of promo (usually seen as “free if no receipt,” “free supersize if we forget to ask,” etc) – whether you should have to or not is up for debate, but the reality is they’re not entirely to blame for the lack of coupon if he didn’t ask for one.

    • jeb says:

      I’d say mention it to them once, make sure that they respond that they heard it, and then don’t worry about it.

      I bought a few different ties from JC Penney. Most of them were marked down to $2, but one was marked down to $7. She put the price in the system for all of them as $2. I mentioned that one of them was $7, and she said not to worry about it. At that point, I’m not worried about it.

    • balderdashed says:

      I see no ethical issue with the consumer’s behavior at all. As a consumer, it’s not my job to figure out or worry about what a merchant “intended” to do. If the merchant made a “mistake” — whether at the point of sale, or perhaps at some other point in its business process — that’s not my problem. As long as I’ve done nothing deceptive, if I’m offered a free item or an extremely low price, I’ll take the deal I was offered and feel just fine about it. It also seems odd to talk about a consumer or a business being “more ethical” or “less ethical.” One is ethical, or one is not. This consumer behaved ethically. Sears, in offering a “five minute guarantee” that it knew (or should have known) was unrealistic, and that it probably never intended to fulfill, behaved unethically.

      • conquestofbread says:

        An employee forgetting to ring something up by mistake isn’t the same as being offered a free item, though.

        I mean, I wouldn’t say anything either, but I know it’s not the “right” thing to do. *shrug*

      • jeb says:

        Then, if you left your change at the register when leaving, the employee should just pocket that money without saying another word. Right?

        It goes both ways.

    • Scooby111 says:

      Unless the clerk intentionally gave him an item for “free”, then he is guilty of theft if he keeps the item and doesn’t attempt to return it. He knows that it doesn’t belong to him. Being a ‘faceless’ corporation doesn’t make it right to steal from them.

  10. Golfer Bob says:

    The problem with these pick up in store programs is basic. Each day, a scan of the stockroom must be done. Either scanning each storage bay on a rotating basis or some other system to maintain the inventory. The stock scanned is compared to the expected level based on the manifest shipments to the store and daily counts of the floor inventory. Adjustments are made if the numbers are off one way or the other. Stores must meet an accuracy metric established by corporate.

    Big ticket items have a different process and a stock check on these may be done every day. The problems occur when the scanning isn’t accurate or if the manifest was incorrect or the stock was missing from the truck and the manifest was accepted, increasing the store’s inventory by the missing items. Lax warehouse practices (removing or relocating items from storage without scanning them out/in), theft, shrinkage, mislabeled boxes, etc., all contribute to inaccurate counts and stock levels.

    I don’t think these programs are ever going to be 100% customer friendly, especially when the store is down to the last one, two or three items in stock and the system is reading the store’s expected inventory which can be quite different from its actual inventory. For the most part this system works, but I can’t see it being 100% foolproof unless the store actually receives the live order, the item is located, scanned and set aside in a pick up bay – then the customer receives confirmation. Even then, I’m sure someone could screw that up.

    • Captain Spock says:

      RFID would solve a lot of this.

    • Zclyh3 says:

      So you’re basically saying to Sears to not have a policy they can’t realistically enforce? lol

      • Golfer Bob says:

        No, I’m saying that policy and reality are entirely different. Life in corporate headquarters with these great sounding ideas will be quite a bit different in reality as we see here everyday.

    • Alessar says:

      Nooo, what you’re describing is completely outdated. Once merchandise is in a system like this it can all be tracked, and only errors and theft throw it off. Inventory only has to be done periodically to account for that sort of situation, definitely not daily. Now as far as having the info on the web, some businesses only poll the local stores daily and update their info; GameStop is an example. However, it is entirely possible for a website to have 99.9% accurate realtime stock info. Really, once the order is placed it just needs to be picked right away. BestBuy is actually great about this. It takes about 45-60 minutes after you place an online order for instore pickup to get a confirmation email. That means the item is at the service desk with your claim tag on it. You will only need to wait in line, the actual claim will just be moments as you show your ID and credit card and walk out.

      Bottom line: if Best Buy can get it right, Sears has no excuse. And they all need to be busted on this clock-stopping tactic.

      • Anne Noise says:

        Best Buy does not always get it right, and has many of the problems the commenter you replied to stated. (I say this as an ex-Best Buy employee who worked in product processing – aka the warehouse – and saw tons of bullshit go down that affected how we were able to get items to customers who were picking them up.)

      • Golfer Bob says:

        The comparison to Best Buy is funny….but that being said, no this isn’t outdated. Do you think the stock is just sitting in the back on shelves with little labels that say “tool boxes” or signs hanging from the ceiling? Or maybe Mr. Whipple just goes in the back of the general store and gets one from the pile? No. Stock is controled by systems using barcode scan tags to identify the stock and also identify its storage location in the warehouse. This system can be thrown off by lazy stockroom practices as well as shrink / theft and errors in counting. These daily counts and warehouse scans are quite common and have a lot of room for errors, which results in the problems we read about.

    • BBBB says:

      “… I can’t see it being 100% foolproof unless the store actually receives the live order, the item is located, scanned and set aside in a pick up bay – then the customer receives confirmation. …”

      While that is what should be done, it would severely slow the ordering process. At a minimum, the shelf check should be done before the customer arrives so that the problem is identified and the solution is presented along with the partial order.

      – The inconvenience to the customer can be minimized if on arrival the customer is told “here is your order except that one item had an inventory mistake. Sorry. We checked the display, but that item is not in good enough condition to give you so we will ship you that item at no additional charge. Here is a $5 gift card for you trouble.”

      I don’t do much customer service, but when I have I used tactics like this whenever my company made a mistake – pro-active customer service to fix a problem can turn a potential lost customer into a loyal repeat customer.

  11. Major Tom Coming Home says:

    All the sudden I want to go to Sears to buy a Craftsman ratchet set. Maybe bad publicity is better than none at all.

  12. Major Tom Coming Home says:

    I’ve noticed the “Sears Cares” droid has stopped posting, I bet she decided to flee the sinking ship and found a better job with a company that will still be around in six months.

  13. Torgonius wants an edit button says:

    Alternate headline: Sears actually successfully completes 3 of 4 transactions
    Sub-head: Money exchanged for goods in rare display of semi-competence

  14. Harry Greek says:

    We are flogging a dead horse; brick and mortar stores stink. They are falling and failing. Even the mighty Best Buy is stumbling and ready to fall.

    There isn’t much of a benefit in going to a physical store any longer. Sure, you can go in and feel, see, eyeball the product. But, for the most part, just shop online.

    I gave up 10 years ago. It started with clothing and shoes. I can’t find the right sizes for myself (6 foot 3, 14 size shoe). And, with electronics and video games, brick and mortar stores are getting butchered in pricing.

    Online all the way for me.

    • Major Tom Coming Home says:

      I don’t know, Target still has great clearance sales. I have gotten killer deals on a lot of stuff from them. >

    • dru_zod says:

      I love shopping online for a lot of things: electronics, books, DVDs & Blu-Rays, music, office supplies, etc. but there is no way I’m going to buy shoes or clothes online. My last three pairs of shoes were all made by the same company, but they were three different sizes, and my feet have not grown or shrunk. I never could have found the size that fit without trying them on in the store. Clothes are easier to shop for as far as sizes go, but I have sort of sensitive skin and have to try on clothes, especially shirts, to make sure they feel okay and don’t irritate my skin. I can’t do that online.

  15. dush says:

    In fairness to Sears, they shouldn’t have to start the clock on all four orders at once. Start the clock on one and complete it then move on to the next one.

  16. crispyduck13 says:

    The only thing Sears is good for is a price matching discount when you buy appliances at Lowes.

  17. dullard says:

    Shame on the OP for not telling Sears that he wasn’t being charged for one order. It’s even more appalling that he seems happy about it.

    It seems that three of his orders were ready within the five minute time period. He should not receive the $5 coupon for those. He should receive a $5 coupon for the one order that was not ready on time.

    Net result, OP should pay for the order they missed and he should received one $ coupon.

    • Zclyh3 says:

      Maybe OP didn’t find out until he left the store? Besides, until the worker physically hands the customer the order, to me at least, the clock keeps ticking.

      The guarantee is to have your order within 5 minutes aka order is physically in your hands.

      • wade says:

        Besides, until the worker physically hands the customer the order, to me at least, the clock keeps ticking.

        Yeah, then this douchebag would be complaining that they didn’t complete all of his orders before physically handing them to him.

  18. mopman64 says:

    Working for Sears in the past, I really don’t know how they have lasted as long as they have. I worked for them in 96-98 and was just amazed at how they did things.

    I was in their computer dept. They would run an ad in the papers saying system xyz is on sale this week. We would get two in to sell and the rest they would want us to order. Customers would walk by the droves.

    Sears will be gone soon, I say by 2020.

    • gman863 says:

      Damn. I also worked in the PC department at Sears in 94-95. Same thing. There were times that, aside from the floor display models, no new boxed units were in stock. Although I was tied for top salesperson in the department, I walked at least two customers due to out of stock issues for every one I sold.

      Disgusted, I applied and was hired at (the now defunct) Campo Electronics store that was opening down the street. I resigned from Sears on the same day as my department manager and the other top salesperson. When Campo opened, 60% of Sears former PC sales staff was employed there.

      • ZachPA says:

        Yes, former D-3 salesperson here, too. September of 94 until February of 95, when I just couldn’t stomach it anymore (and they probably couldn’t stomach me). I was very young, but even at 18, I still wondered how in the world Sears was still in business.

        There were three things that were incredibly hot at the time: Mac PCs with the PowerPC 601 chips, selling for up to $2500; Packard Bell Pentium PCs with the Pentium 90 chips (and 4 megs of RAM!) selling for around $1500; and Bag-phones–the analog 3-watt first-generation cell phone with the three-pound lead acid battery included, available usually for $1 with a year contract.

        The Mac computers were never EVER in stock. I believe they were actually set up as a special order item only. The only way to purchase one from Sears was to order it and wait for Cupertino to ship it to Sears (original site-to-store style?).

        The Packard Bell PCs were in stock occasionally. The bottom-of-the-totem-pole versions were almost always in stock, because even noobs realized that they were garbage and not a good value. But everything from the mid-line and up were out of stock mostly. We never got any of the Pentium-90s in stock before I left, even though the floor model had been up there for six months.

        Most people who ordered computers did so with their SearsCharge credit cards. I spent tons of time on the phone with SearsCharge central helping customers ask for extended credit lines, and the answer most of the time was “If the customer buys an MA, we will certainly give them all the credit they need.” Because it was policy not to delay the charge until the product actually shipped or was received by the customer, I fielded lots of angry calls from customers who were already paying on PCs they didn’t yet own. This caused about 30-40% of those customers to cancel and walk away on the spot; there was no smoothing over a deal in which I look like Shady McShadyson.

        The bag phones were always in stock. My Sears had a contract with Sprint Cellular (which then became 360 Communications, then Alltel, following the musical-chairs of cell carrier M&A in the mid-to-late 90s). I definitely sold a lot of those bag phones. They were great, too, because I got a $15 SPIFF on every single one, and there were days that I’d sell 20. The problem was Sears and the hookup with the carrier, Sprint Cellular. They had some computer problem that issued approvals when they were really conditional approvals requiring deposits of up to $500 per phone. About a month after I quit Sears, I got a letter from Sears’ legal department notifying me that I would be personally responsible for making the deposit on 71 accounts totaling over $25,000 unless the owners of those phones I’d sold coughed up their deposit money or cancelled the accounts. It took my parents and their attorney to fire back four letters and threaten to litigate before Sears dropped their asinine stance.

        OP should probably assume that he will eventually be dunned by Sears for the one item he received and didn’t actually pay for. They’re relentless.

        • gman863 says:

          You just had to mention Packard Bell, didn’t you?

          I’ll be having customer service issue from Hell flashbacks all night.

  19. sparc says:

    so basically you are complaining about nothing as the manager gave you some compensation in the form of a free item..

  20. MichaelRyanSD says:

    I just want to add that I to had the same thing happen to me, even thought about taking a picture, they stopped my timer at 4:56, but ended up not getting the item for another 3-4 mins.

    I thought about making a stink for my $5 coupon, glad to know its an epidemic with Sears, not just with me

    • O2C says:

      That’s still better than my experience. The one Sears employee in the pickup area was busy with another customer so I scanned my pickup receipt at the kiosk. The employee suddenly became unbusy and said that the kiosk wasn’t working. I said that it was working and that it read my receipt correctly. He went off in a huff and disappeared for a couple of minutes. He pops back out with his handheld scanner and asked if the order shown was correct (it was) and disappears again. Another customer comes in and scans his receipt. Close to the five minutes mark he reappears and says the kiosk isn’t working and unplugs the entire thing. Ten minutes later he shows up with my order.

      Any time I consider buying something from Sears, I weigh how much I want the item against grumpy, unhelpful Sears employees at pickup. I find I’m okay paying more for better service.

  21. Applekid ┬──┬ ノ( ゜-゜ノ) says:

    I think I’m going to use Grease Monkey to alter every occurrence of “Sears” to read “Sears (lol, they’re still around)”

  22. Outrun1986 says:

    At least you could see that monitor in the Sears referenced, here they are still using a CRT that is losing its color fast, so you can barely even see it. I noticed this when I walked by the pickup department this weekend.

  23. ajaxd says:

    I just went to pick something up in Sears this week. My understanding of this policy is that 5 min is the time from the moment they pick your order and find it in the warehouse – far different from your actual time. For me the clock started when an associate actually went into the warehouse (I waited a few minutes for the associate to pick my slip which was already taken by one of the managers). Quite misleading.

    Also the coupon should print automatically at the kiosk once the clock goes over 5 min – there is no need to ask anybody. OP should have just gone there and picked it up.

    • HomerSimpson says:

      Never seen it work that way…usually it’ll print out on the salesperson’s handheld thingy but I don’t know if he/she has to do anything to make it print (or if just completing the order does it if >5 minutes)

  24. Captain Obvious says:

    Sears should either stop making the $5 offer, or pay the people, even if they dont know how to operate the clock. THis is a simple bait and switch scam, and the state consumer affairs people would help in teaching Sears that paying the $5 guarantee would be cheaper than the many hundred dollar fine that they will get for bait and switch activities.

  25. There's room to move as a fry cook says:

    The OP never ASKED for the coupons.

    • doctor_cos wants you to remain calm says:

      Like the ‘free 2L if we don’t ask you to donate to the March of Dimes’

  26. incident_man says:

    When I worked for Sears in the receiving department, we were told to ALWAYS indicate that we had an item in-store being requested by an online purchaser, even if we did not, in fact, have the item available. This was because it would negatively impact the store’s metrics.

    Lying to the customer in the name of metrics; who’d have ever thought of that idea?

    That store is now closed down; gee, I wonder why.

  27. maxamus2 says:

    I’d like to know how much the item cost that they gave him for free.

  28. rlmiller007 says:

    He shouldn’t have to ask for the coupons. The big “C” on the board would tell any first grader that he is owed a coupon. Goodbye Sears, I’d says “nice to know ya” but I haven’t been in your store in 20 years. Poor customer service is why.

  29. emax4 says:

    With all the bad press that Sears gets from disgruntled Consumerist readers, I’m wondering how many non-Consumerist readers have positive experiences with Sears after all. What about the Consumerist readers that have had positive experiences with Sears recently but don’t feel the need to post it? No, I’m not shilling for Sears. I remember it used to be a popular site near where I used to live years ago, but once the mallrats started invading and Wal Mart went up, their business slowed down drastically.

    My Wife and i recently bought a 50″ plasma from there. At the time they only had the floor model (which couldn’t be sold since the item was not discontinued). We went ahead and placed an order for it, and it only took a few days to arrive at the store, where my father-in-law picked it up. I believe we were within the 5-minute pickup window by a few minutes, but from start to finish I had the stories in the back of my head, wondering if anything would get screwed it. Thankfully, nothing did get screwed up in the entire transaction.

  30. SearsCares says:


    Hello, my name is Zenaida and I am part of the Sears Social Media Support team. We came across your post and wanted to follow up with you in regards to your recent experience in our store. The Sears Cares/Social Media Support team is part of the corporate customer relations department. We handle the highest level of escalated customer relations issues.
    I can certainly understand your frustration after what should have been a short trip turned into almost an hour. We ask you to accept our apologies for the delay in receiving your order. We would like to discuss this with you further and see how we can be of assistance.
    At your convenience, please contact our office via email at so you don’t have to continue to be frustrated by this. In the email, please provide a contact phone number and the phone number the orders were placed (if different than the contact phone number) and we’ll call you directly. Also, in your email, please provide the customer name (Tony) listed on this site, for reference to your issue, and we do look forward to talking to you soon.

    Thank you,
    Zenaida M.
    Social Media Moderator
    Sears Social Media Support

  31. powermetal2000 says:

    That is Sears store #1199 (the numbers starting with “9300” are internet orders) aka San Mateo, California. I used to work at #1478 (my wife still does), which is in the same district. I know that at my old store, they always stopped the ‘timer” before it reached 5 minutes, even though the order wasn’t actually filled.

  32. MarkFL says:

    Why does everyone seem to assume that if a product can be bought online, it HAS to be? Anyone who has ever worked in retail (or in the inventory business; I have done both) knows that on-hand counts in the computer will never be 100% accurate. Even if you had a 100% accurate inventory recently, there is the potential for theft, paperwork/computer errors in shipping logs, etc. So if you number one priority is to have the item ready for pickup when you arrive at the store, do it the old-fashioned way: Call the store, ask if it’s in stock, and have them hold it for you.

    You’ll want to make sure the associate actually checks the stock instead of relying on the computer, but if it’s not a large item, it can be at the counter when you arrive so you don’t have to wait for someone to find it. Also, the associate is able to recognize an obvious defect in the last remaining item that your online inventory tracking system can’t. Yes, it will take a couple of minutes longer than just clicking, but you won’t waste a trip to the store.

    “Welcome to the wonderful world of modern technology.” — Asst. Director Walter Skinner

  33. a1son says:


    You as a customer does not deserve the 5 minute promise anyway. Half the customers, who show up to Sears to pick up an item, do not even know how to place their vehicle seats down in the horizontal position. You knuckle-headed customers leave it up to the Merchandise Pick-Up Clerk to figure it out for them, and you as customer still asl for a OVER the Five-Minute Coupon. Ridiculous!

    Who in the world thought up this 5 minute service rule for every customer situation. This is like promising 5 minute service on every food item on a restaurant’s menu. Does this make sense to you? Wake-up Tony and smell the crap so you can get back to reality.