*this post started out as a response to someone else but I decided to just post it here.
It's a combination of things that causes people to feel more comfortable going to other stores. Personally I think the reputation that sears is an old person store is what really did them in the most. I'm young (in my 20s) and sears is literally one of the last places on my list that I'd go to for most stuff including appliances. why? Because of its association with being old and boring.
I know for a fact that the customer service in the tools and appliance sections would be better than most other places. Especially if I talk to one of the guys that have been there for decades. Still, I'd rather do my own research and then go somewhere else to buy it. Information is so easily accessible these days and I can do it at home or literally anyone by just using my phone.
I think another big flaw was the fact that sears still focuses on making each individual customer feel like their associate is very knowledgeable. Getting people to know and explain things in detail as if no one goes online and looks on their own. By doing this they sacrifice speed, which is another thing people look for. Get in, maybe get a few tips about what I'm looking for, buy my item quickly, then get out and go about my day. I don't need a history lesson about the brand I'm buying. It all seems nice on paper but in practice it just slows down the transactions.
It also doesn't help that I worked there and I understand they're gonna harass me about PAs and water filter subscriptions and sears cards etc etc....which also drastically slow down transactions. And the slow iPads and registers which also slow down the transactions.
When I think of sears I think of old, slow, and boring but not necessarily bad customer service out outside if the fact that it's snail paced. At least at the store level. The phone customer service is absolute trash no doubt. But I guess that's common. Especially when it gets outsourced but I had bad service even when I was calling as an associate.