Sears Informative - Appalling Customer Service
NEW JERSEY -- I only wish that I had read the Sears reviews prior to making my purchase. Mine is a small complaint compared to most out there, but equally as infuriating.
On December 12, 2005 I purchased a 13' television as a holiday gift. I cut the tape on the top of the box to ensure that all components were in there. It was given as a gift shortly after the new year. As it turns out they already had one. A few weeks later I brought it back for a return. Yes it was after the 30 day return policy, however most companies offer some leeway for holiday purchases. I was willing to take a store credit. I spoke to the salesman who told me that it was past the return date, but they would take it back, however I would have to pay a 15% restocking fee. He pointed me to the back of the receipt, which said "A 15% fee would apply if, the item was not in it's original packaging (it was), it was used (it wasn't) or all of the components were not included (they were). When I pointed out that none of those applied, he called over the Dept. manager, who basically told me that he didn't have to take it back at all since it was over 30 days. I explained that it was a Holiday gift and that it was never removed from the box, therefore the 15% did not apply. He got annoyed that I was questioning the policy and said "Well I don't have to take it back at all and I am not going to." I left the store and promptly wrote a letter to Sears customer service. After a few days they called me back. I explained the situation to a woman on the phone who told me that she would need to contact the store manager. Of course the store manager was unavailable, so they needed to call me back. They did a few days later. I was told that the store manager would not waive the fee (we're talking about$15.00 on $100.00 item.) I was floored. It's not the money, it's the principal. I've opted to keep the TV and alert anyone who will listen not to shop at Sears. I know I won't. I've worked in the customer service field and that never would have happened.