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[Resolved] Sears Gas Grill / assenbled gas grill fell out of my truck on the way home

1 Maplewood, MN, United States Review updated:

This is the E-mail I sent to the Complaints board about the grill I bought from Sears and what happened, when I brought it home in the back of by truck. I feel it is unsafe to have this grill assembled to transport it, because of what happened to me transporting it home. The last correspondence I sent to Monica I asked for her Supervisors name so I could write to that person and I never received a reply from Monica. Is this how Sears works if someone doesn't agree with your response you just stop communication say your sorry and that is the end of it. I am looking for a refund on this grill and I will have to keeping trying until I get a better answer.
Maybe I will have to go to the attorney general or the better business burro. Maybe I should just put a sign on the grill and place it outside the Sears Store saying this is what can happen when they assemble you grill. Its junk anyway what do I care at this point, especially when Sears doesn't seam to care.

Ronald Hawkinson
16190 Quality Trail N Scandia, MN
[protected]
thehawk16@frontiernet.net

Dear Ronald Hawkinson,

Thank you for your recent correspondence. We are always interested in
hearing from our customers. We apologize for any inconvenience you may
have encountered with the grill.

At this time, we must stand behind the store?s decisions in this matter.
We apologize for the inconvenience.

Again, please accept our apology for any inconvenience you may have
encountered. We appreciate your business and value you as a Sears
Holdings customer. We certainly hope you will continue to make Sears
Holdings your choice for quality and value.

Sincerely,
Monica W,
Retail Customer Care
Sears Holdings Corporation

Original Message Follows:
------------------------

Name: Ronald Hawkinson | Address: 16190 Quality Trail N | City:
Scandia | State: MN | Zip: 55073 | Country: United State | Day
Phone: [protected] | Evening Phone: [protected] | Email:
thehawk16@frontiernet.net | Comments: I purchased a gas grill #2071
16656 at the
Sears store in the Maplewood MN Mall on 4/30/11 Sales Check #
[protected]. I was told there was free assembly and they would put the
grill in the back of my truck when I came to pick it up. I received a
call on Monday May 1st that my grill was ready to pick up. What I wasn't
told was how top heavy these grills are and by having them assembled at
the store there was a good chance that it could blow out of the back of
the truck when transporting it home standing up. I went to Sears on
Tuesday 5/3/11 around 4:30 pm to pick up my assembled grill. When the
warehouse men brought it out to my truck they asked if I wanted it
standing up or laying down. I said standing up thinking that way it
would not get scratched. They put the grill in my truck and they took
all the loose parts out and owners manual out of the grill gave them to
me and left. I put double bungee cords around the grill to the hold
downs on my truck box thinking this would hold the grill in place and it
was not enough. I did not realize the grill was so top heavy the cords
would slip down the grill would tip over and fly out of my truck on to
highway 36. I was lucky no one hit the grill and I wasn't hit by a car
when retrieving the grill off the highway. A nice young man stopped to
help me lift it back into the truck. When I got home I called the store
and told the department manager what happened and that I was very upset
and I wanted to return the grill and he told me once they put the grill
in my truck it is up to me to properly tie it down and bring it home,
they are no longer responsible for what happens after that point. I
said you should tell customers what can happen with these grills and how
unstable they are. I could have been hit by a car trying to retrieve the
grill off the highway of someone could have hit the grill. If I would
have realized how unstable these grills are and what could happened I
would have left it in the box and put it together when I got it home. I
also asked to talk to the store general manager and he said he would not
be back until Thursday. On my Bill it says Satisfaction Guaranteed or
your money back. I am not Satisfied and I do what my money back.

Ronald Hawkinson

I still have the grill and am willing to bring it back anytime. That should be enough proof.

  • Resolution statement

    Customer care service did everything in their power to resolve this complaint. All attempts to contact the complainant have failed. Therefore, this complaint has been annulled and must not be considered where image of the company in question and it's services are concerned.

  • Sears Brands Customer Care's Response, May 19, 2011

    To Mr. Ronald Hawkinson,
    I found your post here and I am so sorry that you’ve had this experience with your grill. Unfortunately, once our customer’s take possession of their purchases anything that happens to the product in transit is the responsibility of our customer. That being said, we would very much like to speak with you regarding this situation to see if there is anything we might do to assist. My name is Laura with the Sears Cares Escalations team and we are a single point of contact for escalated concerns. As you’ve posted your information publicly I will be forwarding it to our Sears Cares team and the next available Senior Case Manager will be contacting you. If you should need to get in touch with us please email my office at smsupport@searshc.com. In the email, please provide a contact phone number and the phone number the grill was purchased under (if different than the contact phone number) and we will call you directly. Also, in your email, please provide the screen name (Ronald Hawkinson) you used to post on this site, for reference to your issue, and we do look forward to talking to you soon.
    Thank you,
    Laura D.
    Social Media Moderator
    Sears Social Media Support

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Comments

  • Jk
      19th of May, 2011
    +2 Votes

    It is up to you to properly tie it down and bring it home, not Sears.

  • No
      6th of Jul, 2013
    +1 Votes

    You can't honestly expect them to give you a refund. What if you sent in a grill to be repaired and they dropped it off their truck and they said you're responsible for the damages because you didn't warn them it was top heavy? That would seem outrageous right? Right. It goes both ways. Sears isn't responsible for your stupidity in transporting your brand new, expensive merchandise.

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