Sears Complaint - Return Policy - Return Policy/Customer Service
COLUMBIA, MISSOURI -- About 1 year ago, I purchased a high-def television from Sears. I was debating between a high-def ready and a high-def built in. The sales associate told me that all channels would soon be going to high-definition, so I should pay the extra $1000 to buy the built in version. I expressed my concern over the pushing back of the date all channels were to switch to high-def, so he guaranteed that if they hadn't switched by 2004, I could return the television. He then proceded to tell me that 1 year was the actual return policy for all hard lines (except seasonal and computers). He also showed me a pamphlet published by Sears that showed this policy in writing. I was convinced. Less than 1 year later, I get 3 channels of high definition, and I don't get a good reception on any of them (though I bought a special antenna to pick up the reception better). I called to have the television returned and refunded. The associate had a lot of trouble doing the return, but after two manager approvals got it put into the register. I thought everything was fine. Then, a few weeks later, I got my billing invoice. It stated that I only got 60% of my total returned. When I called, Stan (the electronics manager) told me that someone else (Rick) handled that. Stan went on to tell me that Rick was only giving me 80% back (apparently Stan can't do math) because I had the TV for so long. I told him what my salesman told me and that I had the policy in writing. He told me that wasn't their policy any more (the pamphlet had a publishing date of a few months before I bought the TV). I asked him why I wasn't told there would be a problem when I returned the TV originally--a manager had to have known because the associate had to get a manager approval twice. He said he didn't know and was too busy to deal with me any further. He told me he would have Rick call me back. A few days later (after nobody called me back), I called the store and asked for Stan or Rick--neither one was available. Neither one has been available for a week now. I feel as if the Columbia, MO Sears stole about $1500 from me and lied to me and made me feel as if I were trying to cheat THEM. I just want what I was promised, nothing more. I liked the TV, and I will be the same model, but without the high-definition tuner built in. Now, it looks as if I won't be doing this business (or any other) from Sears.