Sears' big problem: Dying malls

The company built a valuable real-estate portfolio by placing stores at shopping centers across the country. Now many are falling out of favor.

By Kim Peterson Jul 30, 2012 1:49PM
Sears Holdings (SHLD) anchors many of its stores in shopping malls, a tried-and-true strategy that served it well for decades.

But malls have gone out of style in the U.S., and now Sears finds itself on the wrong side of that strategy. Many Sears stores have fallen into disrepair along with the aging malls they anchor, and while the company is trying to remodel some stores, that won't fix the problem.

Post continues below.

About a third of the enclosed malls in the U.S. are "dead or dying," Ellen Dunham-Jones, a Georgia design professor, told the Los Angeles Times. Many count a Sears store as one of their largest tenants.

A Times reporter visited a Sears store in Santa Monica, Calif., several times and found no customers, no toilet paper in the restrooms, not enough signs to help shoppers, and "unsmiling sales associates who rarely offered help."

That's not isolated. Sears shoppers complain loudly on this site and others about lousy customer service and aging stores. The company is taking the hint and spending some money to improve stores, but not nearly enough. In general, retailers spend $6 to $8 per square foot a year on such updates, ISI analyst Greg Melich told The Wall Street Journal. But Sears spends far less -- about $1.50 to $2 per square foot.

Sears' substantial real-estate holdings are considered among its biggest assets, but it has been selling or spinning off some properties. The company is closing as many as 120 Sears and Kmart stores. It's selling 11 stores and spinning off others.

That has helped the company raise cash. Sears posted a $189 million profit in its most recent quarter from a loss a year earlier. But analysts say those moves are just a bandage over bigger wounds at Sears.

Dying malls aren't helping. The trend these days is larger "lifestyle centers," Dunham-Jones told the Times. Such centers have restaurants, shops, movie theaters and other amenities and are easier to access for cars and public transportation. People no longer want to park in a monstrous lot and walk into a monstrous mall that drains time and energy.

As a result, many of the malls that once made Sears plenty of profit are falling by the wayside. Vacancy rates hit an alarming 11% at strip malls and 9.4% at large malls last year.

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236Comments
Jul 30, 2012 2:49PM
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I'm not a fan of malls, but I traveled to the Detroit area and saw a host of the "new" fashionable strips that are common in warmer areas. It was hot and not problem in June, but my aunt said in the winter it was miserable going from store to store in the open.

 

The article said that one-third of the malls had problems. That leaves two-thirds as viable places for shoppers and tenants.  Again, I don't like malls, but they shouldn't be dismissed just because they aren't the cutting edge of retailing.

Jul 30, 2012 2:48PM
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Sear has no one to blame but themselves.  Old, dirty, dingy stores.  Tired poor-quality merchandise.  Employees who don't give a damn and a company that doesn't care whether they do or not.

As far as enclosed malls.  Do a little upkeep on your properties.  Clean the restrooms.  Repaint when things get dingy.  Fix or replace the tile.  Update the lighting.  Installing some modern new, darker shade of carpeting goes a long way.  People don't want to shop in your dated dingy malls.  And kick out the roaming herds of ****er wannabees.
Jul 30, 2012 2:47PM
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Honestly Sears sucks!  They have some of the rudest people working customer service.  Who wants to be involved with a place that doesnt help when asked for help.  Usually get the run around.  Glad to hear their failing. Maybe they will learn to appreciate the customer more.
Jul 30, 2012 2:46PM
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Sears has become a Dinousar!!   They took everything and all of their customers for granted and now that there are fewer older shoppers who were loyal to Sears-Sears has to blame it on something-so the economy and a perceived change in moving away from malls is their built in excuse-their executive level managers don't get it........
Jul 30, 2012 2:40PM
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Why would I buy large ticket appliances from Sears when they hold you hostage to their credit card?

The only way to get the maximum sale price is to charge the items on the Sears Charge.  I can get the same discounted prices at Best Buy, HHG, and pay cash.  Why go through the hassle.  Also, the customer service is horrible.

Jul 30, 2012 2:38PM
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The person is the same as I had. We went in to buy a microwave and asked for the most powerful one.

We were told a 1200 watt was not made.

At that time we were looking at one.

The salesman said it must have just been added.

The label on the shelf was wrinkled and faded.

He walked away and said if you need more help I will be right over there.

I said just send someone over to write this up.

He said I guess I could do that and sold it to us before he went back to talking to the other two people.

 

 

Jul 30, 2012 2:38PM
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When srear outsourcing more of there tool manufacturing to China it is a no wonder. 
Jul 30, 2012 2:36PM
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Saying Sears downfall is because of "Dying Malls" is absurd. I think it's because they charge OUTRAGEOUS interest rates on their charge cards, even to their "Best Customers" who pay on time, as i once did when i bought from Sears on a regular basis. That was decades ago. I never walk into a Sears store anymore. I enjoy Malls because anything you want or need is there. Sears downfall is of their own doing. 

Jul 30, 2012 2:36PM
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Working at Sears was my first job after graduating from high school.. It was THE store and the catalog was a big part of their sales.  Customer Service was number one.  We even took back a package of ladies panties when the lady SWORE she bought at our store.  The package clearly said JC Penney.  Sad to see an old friend slide into the past.
Jul 30, 2012 2:36PM
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Working at Sears was my first job after graduating from high school.. It was THE store and the catalog was a big part of their sales.  Customer Service was number one.  We even took back a package of ladies panties when the lady SWORE she bought at our store.  The package clearly said JC Penney.  Sad to see an old friend slide into the past.
Jul 30, 2012 2:31PM
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They cant even stand up to the WAL-MART WAVE FROM THE PACIFIC !  
Jul 30, 2012 2:28PM
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Malls don't have shopping carts.  The population is aging and who wants to shop at stores where you have to schlep around your purchases in your arms?  I only go to what I call shopping cart stores.  Sears and the mall stores need to wake up to this reality.   Last time I was in Boscov's two women were begging me for my shopping cart when I left the store.  I think the store only had two carts.  Come on now! 
Jul 30, 2012 2:27PM
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Why is this surprising to anyone? sers shop themsleves in th foot in the late 80's byletting bean-counters take over and make cuts in stupid areas...they effectively pushed out their experienced and long-term career people in an early retirement scheme, replacingthem with part-time people on the cheap. Apparently no one in senior management heard the phrase: "You get what you pay for"....and they have reaped what hey have sown ever since. No...I did not work for Sears, nor had anyone in my family in a career path position with them. I just watched this happen, and knew back then that where they are today is exacly what i thought would occur. The real fx to Sears? Kick the senior level clueless managers out and promote some talented middle managers who have a name and career to build....and spend some money on fixing those decreipt stores and equipment!! Some of these places look like one step above ghetto.
Jul 30, 2012 2:26PM
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I can honestly say that I think the biggest issue Sears has is customer service.  In a world where I can buy online and return the item with no questions and no hassles, last year when I went to return a clothing item that was Christmas gift to my son (wrong size), I was told, I could not return it to THAT Sears store because it was not a main Sears store.  I would need to drive 40 minutes to the nearest main Sears store to return the item. What the...?!?!? 

Their problem is not retail locations.  It was failing to realize that the internet changed the game.  Stellar customer service or bye-bye and die dinosuar.
Jul 30, 2012 2:25PM
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When there was a giant re-grand openng, of the large mall in my town, Sears was totally empty of customers.  The other stores in the mall were packed with thousands of customers, but Sears had a few grumpy sales associates and no customers  I wrote a long letter about this to the CEO of Sears and had no response.  They don't seem to care at all about these systemic problems in their stores.         
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Why would anyone want to spend half of an hour of their time just walking to and from the parking space and to find someone to wait on them in a store that doesnt want to bother??
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