I went into the Sears Store in Rego Park, New York, Saturday, September 20, to return a Sony 2-Speaker Home Theater System purchase on 09/05/2008
Using a very unprofessional and confrontational approach, I was told by their sales staff that there would be a 15% restocking fee The stereo was in the original box and looked like it had never been opened and brought back to the store within 2 weeks of purchase. I have a note from the store manager written all items received.
The restocking fee does not apply as the item was in the original box and packaging and met the requirements of Sears Return & Cancellations Policy
I also e-mailed and phoned their National Customer Relations to look into this. I explained to the representative that the product returned was in the original box. She then changed the reason for the 15% fee! Open box!. Never again SEARS!
Below is a link to Sears.com for Return & Cancellations Policy.
Returns & Cancellations
Satisfaction Guaranteed or Your Money Back
Our goal is that you are completely satisfied with your purchase. If for any reason you are not satisfied, simply return your purchase in its original packaging, with your original packing slip and sears.com Order Confirmation E-mail Receipt within 90 days of your purchase, 30 days for Home Electronics and Mattresses for a refund or exchange. If you are not satisfied with your purchase after these time periods, please let us know. Your satisfaction is important to Sears.
• A 15% restocking fee applies on Tires, select Home Appliances, Home Electronics, Home Improvement, Household Goods, Lawn & Garden, and Automotive products not returned in the original box, unused, and containing all original product packaging and accessories.
• Special orders cancelled after 24 hours of purchase are subject to a 15% order cancellation fee
For mailable and home delivery items, see our returns options below. Shipping and handling charges are not refundable. For additional questions on sears.com returns or order inquiries, email [protected]@customerservice.sears.com.
I purchased an item at sears. Here is the salescheck # [protected]. The cashier offered me a $15...
This is more of a warning than a complaint. My mom had a very negative and frustrating experience and has wanted me to post it on the internet to help others from experiencing the same.
My mom has had a Sears Credit Card for about 8-9 years. I came home from the mainland in 2006 and found a very large charge on her statment, in the amount around $60-$70. It turned out to be some kind of protection plan for the card.
Thing is, my mom said she never signed up for any plan. I spoke to a phone representative and was told that my mom signed for it with one of those $2.00 checks. I requested a copy of that be sent.
First I was told they would send it and it would take 7-10 business days. 2 weeks later, I called again and requested it again. Same thing. 2 weeks after, I was told that they did not have it and that they do not keep things on file that are more than 3 years old. I told them that it was ridiculous, as it is THE ORIGINAL proof or document that initiated the program in the first place.
We contacted the BBB and filled out the forms. However, we were told nothing could be done about it, as there weren't enough complaints at the time.
Sears credited back one amount. The annual fee kept being charged over 5 years. That would be up to $350, but then add to that interest. My mom was out a large amount of money.
Well, needless to say we cancelled the membership. Then after being abroad for a year, I returned and went through her bills. Another "plan" was being charged monthly. My mother did not sign up for this either!
English is not my mom's native language and her English reading skills are not very good. My mom feels that she was taken advantage of, because of this fact. Well, we cancelled the card all together.
So, to anyone who will listen, please be very careful with your Sears Credit Card. We hope this post prevents the horrible experience that my mom went through. If you have already experienced it, we are very sorry. Thank you for reading and good luck.
I had scheduled for a service repair on a Kenmore refrigerator. I filled out all the valid info. including my latest tel. and address. I received a confirmation e-mail letting me know that their would be someone coming between the hours of 1-5 to the address that I provided and if had any questions would call the telephone number I had provided. Well 5 o'clock came and went and know one had shown up. So I call the 800 number that was provided to me in the e-mail. I explained the situation to the lady who answered the phone, she asked for my tel. number I gave her the one I had provided when I had placed the request for the service repair. She asked if I had another one, I informed her that is the one I had provided when I made the request for the service repair and that I could giver her the service repair confirmation. She said no and that she needed another number I told her that is the only one that I had provided, she told me to hold on and then she hung up on me. I called back and spoke with the same lady this time she asked for a name and address. After spelling my name and address to her she then informed me that they had called the number that I had provided not from the e-mail service request I had placed that morning but from the one from 4 years ago when I originally purchased the fridge. But even before this she asked me if I was interested in an extended warranty. Then after she had told me what happened I told her how come someone did not call the number on the service request e-mail that I had placed that morning, She did not have an answer for me. She then instead of offering some kind of rebate or a waiving of the service fee she just told me that the next time a repair person could come out to do a repair would be 4 days later.
My husband and I purchased a Kenmore Elite Trio refrigerator in May of 2006. On Friday morning, August 29...
This site is the absolute worst. I got this credit card because I needed to get some stuff on my car fixed and it seemed like a nice deal. Wrong! I usually pay my bills online and they want all your bank information... What company does that? What happened to a simple credit card payment? So I called customer service and every representative I have spoken to are rude. If you wish to pay with a credit card they charge you $14 just to use your card. I hate this card and if sears wants to keep their business they better straighten theirs!
Sears Holdings Corporation August 12, 2008
William C. Crowley, Executive Vice President
3333 Beverly Road
Hoffman Estates, IL 60179
Dear Mr. Crowley:
I am writing this letter to express my dissatisfaction with Sears customer service. Being a loyal customer for over 35 years, I would like to relate the following experience.
After our less than three year old Model 110.[protected] washing machine malfunctioned, I ordered the replacement water pump from the actual part number and parts list diagram, paying expedited freight charges. When the pump arrived, the unit was entirely different from the original unit and contained the entire motor assembly with stern warnings about returning if installed. I called your parts dept. and was told I had the wrong part for my machine and they would send the right replacement part. The next day, a duplicate part arrived and I called the parts dept and spoke to a supervisor (Dave) whose response was he would submit a request to Whirlpool Inc. and that it would take 5- 7 working days. He said that he had other customers who were more urgent. I contacted customer service and spoke to (Mary) who said she would try to expedite this request. I finally contacted Whirlpool directly and was told that this was to be a superseded replacement part.
After installing the new unit, I found the troubleshooting guide immersed in water and taped to the inner-panel of the machine. I then followed the guide and also replaced the machine motor that I purchased directly from Whirlpool and to no avail, as the machine still does not function properly.
I then called the local Hunt Valley store where I purchased the unit. The appliance salesman told me that I was out of luck as they had not sold the over $1000 machine in over two years due to the class action lawsuit and associated problems with the machine. Next, I attempted to contact the store manager and the phone would ring continuously with no answer. The switch board operator transferred my call to the jewelry dept saying, “the manager frequently hangs out there.”
I have invested over three hundred dollars in parts and Sears has yet to send a pick up tag to return the original part or credit me as originally promised. After reviewing the web site posting, most people have invested over $700.00 on repair visits for this washing machine
I have spent thousands of dollars at Sears buying everything from major appliances to lawn equipment to shop tools and machines for home and business. It has become clear that your employees care nothing about customer service. I do not intend to purchase any future items ever again from Sears due to the outrageously rude and unacceptable service that I have received.
August 28, 2008
Sears Corporate Office
3333 Beverly Road
Hoffman Estates, Illinois 60179
Attn: Advocate & Corporate
Complaint Department RE: Customer Service
To Whom It May Concern:
During these hard economic times, I found it necessary to purchase a new Dishwasher and Refrigerator. The appliances I had were over 20 years old and were not energy efficient items.
As I have done in the past, I researched the products and looked for discounts. I have owned Kenmore appliances in the past, and found the items that I wanted to purchase were top rated products recommended by www.consumerreport.com.
After my research, I decided to purchase appliances at Sears. On August 13, 2008, I purchased two items totaling $2, 439.57. Quite a substantial amount.
The Salesman, Eddie Barajas, did a wonderful job, as I had to call him a few times with measurement questions, and he was extremely helpful. After I purchased the items, I left the store feeling that I would definitely purchase other items from him in the future.
After discussion of delivery, I was told that I would be contacted within 72 hours with the date and times for delivery. I was concerned about having the deliveries too close, as I have a small kitchen, and did not want to have many delivery people in my home at once. Also, I have a large dog, and during hot weather, do not want him outside too long. I asked for delivery on a Wednesday or Thursday. My salesman told me that I could discuss this with the delivery department and would not have any problems, as the items were available at the local warehouse.
Within the 72 hour period, I was contacted by a company named Service Bench, to schedule the dishwasher installation, which was agreed upon. I was not contacted for the refrigerator delivery during that 72 hour period.
On Monday, August 18, I called Sears delivery at [protected], and I was told that the “Freezer” that I purchased was delivered on August 15, 2008. I told the person that I had purchased a Dishwasher and Refrigerator, not a Freezer and she advised me that the purchase was not in the computer. That evening I arrived home to have two messages from Sears delivery. One message scheduled the Refrigerator delivery for August 20, 2008, between 2 P. M. and 4 P. M. , the Dishwasher was scheduled for August 20, 2008, between 3 P. M. and 5 P. M. I immediately called the automated system to verify, then talked to a person, and was advised to call after 6 P. M. for times.
I was a concerned that the deliveries would overlap and called the 1-800 number after 6 P. M. , only to reach a recording. Finally, I reached a person who said to call after 9 P. M. and scheduling would be modified. Again, after 9 P. M. , I called repeatedly, only to reach a recorded message. By this time I stopped calling. I only hoped that the day of delivery I would have adequate time to prepare for the two deliveries.
On Wednesday, August 20, 2008, around 11:30 A. M. , I was contacted by the delivery men, asking permission to delivery the refrigerator early, as they were in the area. I was doing a project and told him that I needed time to empty out the old refrigerator, freezer, and clean the floor, cabinets and walls. I scrambled to get the items out of the freezer, when I discovered they were at my door. I had to get my dog out into the back yard and get two coolers from my garage for food storage.
The men seemed to be in a hurry, since they were ahead of schedule, and had the new refrigerator at my front door before I was ready for them. I was trying to work as fast as I could to empty and clean, and unfortunately left some items on one of the doors of the old refrigerator.
I pulled out the old refrigerator to clean, and they were standing there watching, not even an offer to help. I vacuumed and barely had time to mop the floor, while they were ushering me out of the way to move away the old appliance. I told them to be careful of the slate floor, as it will scratch. They were tilting it and I said “watch out”, then I knew the slate was scratched.
Meanwhile, I was unaware that I had left items in the refrigerator, and the men did not check or ask me to double check. I feel as though I was so rushed, I did not have the appropriate time to prepare. This was my main concern at the time of purchase, and it was happening.
As the Sears truck was leaving, another truck was backing up into my driveway, with the dishwasher. The time was approximately 1:30 P. M.
ANOTHER EARLY DELIVERY!
As the new dishwasher was being brought into my home, the old dishwasher was being disconnected and a tool chest was placed in the kitchen, therefore, I had no place to stand and put items in the refrigerator. I told the man that I wanted to clean under the area, and he said that would be no problem. He picked up some glass, screws and larger items himself, and then I was able to vacuum the dirt and cobwebs.
While I was in the kitchen, putting food items into the freezer before they melted, I realized some items were missing. I went through my coolers and could not find my RX and other items. I immediately called Sears delivery department and was told that the delivery truck was still out, and that I would receive a call from them within the hour. By this time, it was around 2:30 P. M. , as the dishwasher people were still here.
During the call, I told Sears that I had neglected to get two prescriptions that needed refrigerated, and I needed the Pharmacy name and RX numbers so I could replace them, as they were expensive.
By 6 P. M. , I had still not received a call, again calling customer service, only to listen to a recording. By now I had discovered just how many items were still on the door of the old refrigerator.
The following morning, August 21, 2008, I started calling customer service at around 10 A. M. , and by 3:30 P. M. , I had talked to 13 people! Two out of the 13 that I talked to offered me a $50.00 gift card and I was told to call the Sears Corporate Advocate and Customer Complaint Department at [protected] for food compensation. I then decided to wait until my next day off, as this was beginning to frustrate me.
Thursday morning, August 27, 2008, I had the unfortunate opportunity to talk to a woman who said her name was Tina, #563536. She is supposed to be the Advocate for the Complaint department. She was rude, unprofessional, continued to interrupt me as I spoke and down right awful and unhelpful!
I explained to her the situation, as it happened, about the prescriptions and food items; and that someone, during all the conversations with Customer Service, had told me that I would be reimbursed for the food items. She consistently badgered me about who, and how and did I get the misinformation about reimbursement for food items, as this is not policy, and what telephone numbers I had called.
I tried to tell her the names and ID numbers of the people I had talked to and she continued to tell me that she was going to hang up on me. Then I tried to describe the food items to her and she, again, stated that she was going to hang up on me.
I have been in Customer Service for over 35 years, and in all these years, I have learned how to listen and make sure the customer is finished venting before speaking. Had I been that rude, I would surely be out of a job!
The people I talked to from Sears on August 21, 2008, were:
Jack #24201 Unit Supervisor
Randy, Amanda, Clarisa #24201, Lei, John, Jack
Tenesya ##82013, Yuvan #1047
John #1112, Donnecia #79803 (very helpful)
Tina #563536 was the person I talked to on August 27, 2008.
Unfortunately, for me, I did not get every ID number.
Last Thursday, August 21, 2008 I called home delivery, at [protected], and was told that the old appliances were at a warehouse and was given [protected] to check if the appliances were still there. By now, frantic about the RX, I knew they had begun to spoil and I needed the information.
The girl I talked to informed me that the refrigerator was at Jaco
[protected]. Again, I was informed that the GE refrigerator was not there or may have already been shipped.
Now, I feel as though I am entitled to some sort of financial reimbursement. As for all the items that were left to spoil, for the prescriptions that I tried and tried and failed to acquire and mostly for all the unnecessary stress. My husband has been out of work most of the past two years, due to surgeries, and I do not have the $100.00 or more to replace the following food items:
Ketchup, Mustard, Mayonnaise, Chinese Mustard, Pine nuts, Two prescriptions @ $25.00 each, 5 bottles of Salad Dressing, Soy Sauce, Artichoke Cream Cheese Dip, 1 Box of Arm and Hammer Kitchen Baking Soda, Lemon Juice, One bottle of Marinara Sauce, Clam Juice, Clamato Juice, Coffee, Olives, Sweet & Sour Marinade, Vermouth, Teriyaki Sauce, and Two bottles of Salad Spritzers. Many of these items are not used on a daily basis, therefore it will be quite expensive to replace them.
I do not believe that I am being unreasonable in asking for compensation or a gift card to Vons, Albertsons, Smiths, all Nevada grocery stores, as I did what was required, in writing, by me for this delivery. I did not read anywhere that It was all my responsibility to have everything out of my refrigerator, although, had I had the appropriate amount of time or consideration I would not be writing this letter of complaint. I did everything in my power to talk to the various representatives from Sears for a solution, only to be passed on to another and another and another and another, finally to Tina to be told, basically, that I “was getting nothing!”
I am not asking for compensation for the scratches on the slate floor, as I know I can buff them out. I am asking for monetary help.
Unfortunately, you have lost a loyal Sears Customer of over 35 years, and I will notify all family members and friends of this unfortunate Customer Service Nightmare.
3608 Broxburn Street
Las Vegas, NV 89108
Cc: Illinois Attorney General, Lisa Madigan
Nevada Attorney General
Clark County Better Business Bureau
Clark County Consumer Affairs
The complaint has been investigated and resolved to the customer's satisfaction.