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return policy

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Contact information:
1640 Route 22
Watchung, New Jersey
United States
Phone: 908-769-4990
I purchased a soft car top carrier, made by Thule, from Sears Automotive at 1640 Route 22 in Watchung, NJ on 8/13/09. The return policy clearly states that if I am dissatisfied with my purchase, I have 90 days to return for a full refund. When I attempted to return the product on 9/5/09, I was told I was going to be charged a 15% restocking charge. The problem is this; the 15% restocking charge only applies to Special Order items. This was not a special order, so the 15% does not apply. The return policy verbiage on the receipt is unambiguous. The reason for my return was that the item leaked and therefore is defective, but that is irrelevant since I was within the return policy parameters regardless. I have reached out to their customer relations department in Hoffman Estates, Illinois to no avail. The automotive store manager is Lee Williams. The main store manager is Cos Lymperopoulus. Both of these employees were less than helpful, and are incompetent.
I am now going to the Better Business Bureau.
Complaint comments Comments (5) Complaint country United States Complaint category Department Stores


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N  7th of Aug, 2007 by    0 Votes

Sears - Return policy!

We have been looking for a sectional sofa for months and finally decided to purchase the exact piece that some friends had bought because it was comfortable and quite lovely. Going into our local Sears home store we were told that the sofa came in a number of fabrics and colors and of course they couldn't stock them all but we could order it to be delivered in a couple of weeks. Imagine our surprise when receiving our sofa it was as hard as a rock and completely overstuffed. The labels were different and the fabric appeared much 'cheaper' than we had expected, it was obvious a different manufacturer was now involved. The next day I contacted the store and let them know this article was not acceptable.

I was told to contact the 'resolution experts' then the next step a 'furniture medic' had to come to look at it and long story short two weeks later and I'm still chasing people around trying to get satisfaction on this piece of crap they've sent me.

Today I finally corner the manager who's been on vacation and find out it's a 'special order' and completely non-refundable. I am stunned that Sears, where I have shopped for 30 years is giving me this crap! This means every single thing you buy that isn't a floor model is 'special order'

This reminds me of horror stories I've heard of insurance companies deny deny deny...

The local manager claims he cannot override 'corporate policy' and suggested we call the president's line (what a joke) the woman there threatened to hang up on my husband as he was reading THEIR return policy off the back of the bill of sale which states for ANY reason we are not satisfied returning within 90 days with the receipt was all that was required.

She claimed that only if the piece was defective would we be able to return it and that the forms were old and they were no longer valid and that she was the highest level to which we could appeal! Can you believe that?

What I don't get is how can corporate policy be like this, it is not even logical... they could resell this $2000 sofa easily as we can't use it so it's like new. According to the furniture medic most people like furniture this hard.. they could charge me a restocking fee and retain my business... win win I figure, but instead the want to keep the money I paid, lose any and all of my future business and any one else I can convince to avoid them like the plague... It just doesn't make sense, it's so incredibly short sighted. Are they planning to go out of business soon? Otherwise it is retail suicide, there's too much choice in the market place to behave this way I would think...
N  14th of Sep, 2009 by    0 Votes
I totally agree with the idea that they don't care about the customer anymore! I myself have recently had problems with Sears when I went to return an item. I purchased an number of items that totaled over $200, but when I went to return an item for $37 they wanted to make sure the $10 gift card I used to purchase when I purchased the other items was presented back to me as part of the refund. I just don't understand this type of customer treatment. In fact I went into two different sears stores and it felt so dated and poorly stocked. I will not be shopping sears anymore since they are no longer in touch with the customer.
A  24th of Sep, 2009 by    0 Votes
Sears has been a "part of our family" since we were married 57 years ago. However, there may be a "divorce" in our family. Back in those days, Sears could be relied on to do what is right, both ethically, morally and legaly. NOT any more..Now they are all about SEARS, tha bottom line and to hell with the customers. Get their money and shove them out the door.
Sometimes, though, their policies get in the way of the bottom line..Almost 5 years ago we purchased a large screen TV from a local Sears store..We also purchased a 5 year extended warranty as the TV used a new technology. We have had problems with it ever since. Technicians can only service our area once a week (if we are lucky) Since it was purchased, Sears has spent MORE than the original purchase price on service calls and parts, but will NOT replace it..even though the price today is about half what we paid originally. As long as parts are available, they will continue to order and replace. I just took delivery today of an $800 part and the next appointment to have the part installed is 2 weeks away...Rediculous !! No wonder there are so many complaints..
N  22nd of Dec, 2011 by    0 Votes
I got a pressure cooker for Christmas, tossed box & receipts because it was from Sears, thought I wouldn't need them. Cooker bottom does not even come near sitting level on my ceramic top stove, I tried to use it anyway but was recently told to bring it back even w/o box & receipt & they would replace. Cooker still in good condition since rarely used. Sears said no they would not w/o box & receipt, gave me a phone # for Presto, the maker. I bought cooker from Sears. If I bought a dress and took it back would they send me to China for problems with it? Sears needs to make this right since I bought from them. I will never make that mistake again and intend to tell everyone I can reach in person, phone, Facebook or whatever about them. I also intend to file a complaint with the BBB.
N  11th of Jan, 2013 by    0 Votes
I need your help securing a refund from items purchased at Sears Online.
I purchased brassieres from Sears online and never received confirmation of the purchase, nor any status updates regarding delivery. I was suspicious as I have ordered from Sears many times and always received status updates.
I contacted Sears to find out what happened and they said it was not their mistake, it was "Easy Fit Brands'" mistake as they were the actual vendor. I thought I had ordered from Sears and would have never trusted a second-party vendor "sight-unseen".
I eventually received my items but by the time I received them, I did not need them anymore. The items are unworn and in the original packaging with all tags intact.
I needed to return the items and I spent 1 hour driving to the Sears store and dealing with customer service there. The customer service center at the store in Thornton, Colorado referred me to the corporate office. I spent two hours on the phone while in the Sears store trying to resolve the issue to no avail. I spoke with several people, and the last identified herself as a “Case Manager” and said that no one was above her when I tried to escalate the issue. She eventually put me on hold and no one ever came back on the line. Very frustrating!
This transaction is a deceptive business practice. I thought I was buying from Sears. The website has the Sears name and Sears info plastered all over it with the name "Easy Fit Brands" in small type that is a faint shadow.
I have filed complaints with the Federal Trade Commission and the Better Business Bureau.
Please help me return the items in order that we may reach resolution.

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