Complaint Review: Sears - Mt. Vernon Illinois

Way to tow the company line Cool Cat. Anyone who has taken Marketing 101 knows exactly how restocking fees, service agreements, etc work. Anyway, the exact same situatation happened to me, and I received the same runaround. I resolved the matter with a letter to the Sears CMO. I got my money back in full. Here's the text. My blessings. October 6, 2008 Richard Gerstein Senior Vice President Chief Marketing Officer 3333 Beverly Road Hoffman Estates, IL 60179 Dear Mr. Gerstein My many years as a loyal customer of Sears have very likely ended, unless you can correct this matter. We recently purchased a new television set, and a major problem soon became apparent. After watching the set for just a few minutes, my wife developed a migraine. Here are the details of our purchase: Sears Greenbrier Mall 01615 1401 Greenbrier Pkwy Chesapeake, VA 23320-2830 757-366-8500 Salescheck# Trans# , Assoc# At first we thought it to be a coincidence. To be absolutely sure we kept the set for a week, but each time she watched, a migraine was triggered. Obviously, we made the decision to return the television and expected a full refund, as we have been loyal customers for many years and this was a valid problem with the product. However, when we got to the store we were told that we would be accessed a 15% restocking fee. At the time of purchase, we were not told about a restocking fee, nor did we find the policy clearly posted by the register where the purchase was made. The syntax The following item(s) may be subject to cancellation/restocking fee' was located about halfway down the receipt. This is a vague/subjective statement and gives the indication that a manager on duty would be able to make a determination based on the situation. It is also only available to the customer after purchasing the product. I asked to speak to a manager, and Tamika Smith soon came to the register. I let Ms. Smith know that during the past 2 months, we had purchased a refrigerator and a washing machine, and because we have just moved into a new house, we would also be purchasing a range and dishwasher, as well as buying another television. Without a moment of consideration, she stated that the restocking fee was Sears policy and there was nothing that could be done. I then asked to speak to the store manager, as I believed that I was being treated unfairly, and I wanted to give your store the opportunity to rectify the situation. She then told me that she was the store manager, and that there was no further escalation point. I then discovered that Ms. Smith misrepresented herself as the store manager, and that she was, in fact, the department manager. The store manager was actually named Jim Edwards. Another Sears associate informed me that this was the case, and that Mr. Edwards had just left for the day. I am truly disappointed with my shopping experience with Sears. The loyalty that Sears is showing in this matter is disheartening. The fact that I was lied to by a member of the management team is truly distasteful and altogether unethical. The Sears that I and so many other people have respected and trusted for so many years made the effort to stand behind the products it sells. In the past, Sears would take back a product with which a customer was not satisfied without additional expenses being pushed to the customer. Now when a product is potentially causing harm to someone, that customer is charged a restocking fee. Because Sears has decided to lower itself to this level, I will no longer take Sears into account when making decisions on major (or any other) purchases. Sincerely,

I don't know what the restocking fee's are in all over the world but I do know that the restocking fee in Sears Woodfield is 15%. Why does Sears charge a restocking fee? Well it's simple, when you purchase a product and use it (basically opening it, breaking the seals) the product now is worth less than unopened product. Because you opened it and there is nothing wrong with the product, there is a restocking fee (at least here) is 15%. So you get 15% less than what you paid for. It's a way for the company salvage monies lost from a returned product. Basically, if you didn't open the box and you returned it there is no restocking fee. This means that the associate can restock the product and sell it as "new" and the company would not lose any money. There are some exceptions. If the product didn't work or was defective then the restocking fee doesn't apply. It would be sent back to vendor and you would get your money back. If you did purchase a protection agreement it can be canceled at any time so you will get your money back from that one as well. What I found funny is that no one was able to explain the restocking fee. I tell all my customers about the restocking fee's, protection plans, everything in detail. I apologize that you experienced bad customer service at your local Sears. What I explained above, it is the Sears policy and we're not here to trick you even if you felt like you have been tricked. I hope my information was useful :)

I used to work for the company. As a consumer, it is your responsibility to read the back of the receipt, which states the return policies of the store. You can't say you didn't know just because you didn't read the back. The restocking fee has been in affect pretty much since K-Mart bought out Sears. If I remember correctly, the restocking fee only applies if an item is returned without it's original box. Sears also charges if an item is returned without its manual. And I believe that the restocking fee is 15% of the item purchased. Yes, the associate should have mentioned the restocking fee if not returned with the original box, but it was also your responsibility to read the back of the receipt. Cashiers can't verbally disclose all of the stores policies to every customer during the point of sale. Any policy affecting the consumer is usually posted somewhere, ie at the cash wrap or on the back of the receipt. A lot of other stores print their return policies on the back of their receipts too. AS for the warranty, go back to the store and have them remove that. I have processed things like that before (though the lawn and garden stuff not electronics) and when you return the tv, you should be refunded the price of the warranty as well. If the register won't allow them to refund the price of the warranty, simply call the number that was given to you on the brochure you should have been given with the warranty, and ask them to cancel it and refund your money. But you should be able to get that money back. But as for the restocking fee, unfortunately, you will not get that back. It is company policy. Just know for next time to not throw out the boxes until you know you're goign to keep the item.

ok I get that its printed on the receipt (not that I've even shopped there in the last 6 years) but $900 for something he no longer has? Come on thats just a little excessive here. I would probably call up the credit card company and dispute the charge and file a claim with them. Especially since if they take the tv back, where the hell do they got off forcing him to still pay for the service plan? I know at Target (where I work) you can return the tv AND the service plan if you change your mind--and you have 90 days to do so. There may still be a restocking fee (also 15%) but I've never charged anyone for it. If the clerk plainly stated that he could "return it within 30 days if you change your mind), there is absolutely NO REASON why he can't explain about the restocking fee. Even if he says its possible that there is one, at least it wouldn't have been a huge shock that they would charge him for it. Next time, he needs to be a lot more sure of it, because most places will charge that fee, I know that Best Buy does on anything thats open, and so does Target (I know its posted, but I don't really return too many TV's, and they're all defective). Something like that you don't really want to buy without knowing for sure you're going to keep it.

ok I get that its printed on the receipt (not that I've even shopped there in the last 6 years) but $900 for something he no longer has? Come on thats just a little excessive here. I would probably call up the credit card company and dispute the charge and file a claim with them. Especially since if they take the tv back, where the hell do they got off forcing him to still pay for the service plan? I know at Target (where I work) you can return the tv AND the service plan if you change your mind--and you have 90 days to do so. There may still be a restocking fee (also 15%) but I've never charged anyone for it. If the clerk plainly stated that he could "return it within 30 days if you change your mind), there is absolutely NO REASON why he can't explain about the restocking fee. Even if he says its possible that there is one, at least it wouldn't have been a huge shock that they would charge him for it. Next time, he needs to be a lot more sure of it, because most places will charge that fee, I know that Best Buy does on anything thats open, and so does Target (I know its posted, but I don't really return too many TV's, and they're all defective). Something like that you don't really want to buy without knowing for sure you're going to keep it.

ok I get that its printed on the receipt (not that I've even shopped there in the last 6 years) but $900 for something he no longer has? Come on thats just a little excessive here. I would probably call up the credit card company and dispute the charge and file a claim with them. Especially since if they take the tv back, where the hell do they got off forcing him to still pay for the service plan? I know at Target (where I work) you can return the tv AND the service plan if you change your mind--and you have 90 days to do so. There may still be a restocking fee (also 15%) but I've never charged anyone for it. If the clerk plainly stated that he could "return it within 30 days if you change your mind), there is absolutely NO REASON why he can't explain about the restocking fee. Even if he says its possible that there is one, at least it wouldn't have been a huge shock that they would charge him for it. Next time, he needs to be a lot more sure of it, because most places will charge that fee, I know that Best Buy does on anything thats open, and so does Target (I know its posted, but I don't really return too many TV's, and they're all defective). Something like that you don't really want to buy without knowing for sure you're going to keep it.

ok I get that its printed on the receipt (not that I've even shopped there in the last 6 years) but $900 for something he no longer has? Come on thats just a little excessive here. I would probably call up the credit card company and dispute the charge and file a claim with them. Especially since if they take the tv back, where the hell do they got off forcing him to still pay for the service plan? I know at Target (where I work) you can return the tv AND the service plan if you change your mind--and you have 90 days to do so. There may still be a restocking fee (also 15%) but I've never charged anyone for it. If the clerk plainly stated that he could "return it within 30 days if you change your mind), there is absolutely NO REASON why he can't explain about the restocking fee. Even if he says its possible that there is one, at least it wouldn't have been a huge shock that they would charge him for it. Next time, he needs to be a lot more sure of it, because most places will charge that fee, I know that Best Buy does on anything thats open, and so does Target (I know its posted, but I don't really return too many TV's, and they're all defective). Something like that you don't really want to buy without knowing for sure you're going to keep it.

NOTE TO ALL CONSUMERS WHO MAY HAVE HAD A SIMILAR COMPLAINT: IT IS PRINTED ON YOUR RECEIPT, DUM***.