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Boy oh boy does Sears have my wife upset!! And believe me she isn't one that usually gets upset.
Does anyone know of a channel to get a hold of someone with some authority at sears?
We shopped at Sears for a sofa and love seat. Before purchasing a custom (not really custom, just not in stock, but that's another story) set we inquired about their return policy. The sales women told us that if the set came and was defective we could get our money back. We asked specifically if there would be a re-stocking fee and she stated because if was custom that there would NOT be a restocking fee and that their 20% restocking fee was only on in stock items that you brought back because you just didn't like or want it.
Well our furniture arrived and it was defective, the piping down the middle of the love seat was out of whack by 4". So we go to Sears and of course the sales lady we spoke to no longer works there. So we spoke to the manager who got a third party involved that came to our house to look at the furniture and stated it was indeed defective.
So we speak to the manager after and he tells us that Sears can re-order the same piece however it will probably still have defects!!! Of course we were flabbergasted by this statement and asked how he knew this. He stated he has been in the business a long time and that's just the way it was.
Of course we told him we don't want to play that game, order again, wait for it to arrive only to have it shipped back again. We tell him we just want our $$ back as it is defective. So he proceeds to tell us there will be a 20% re-stocking fee, we tell him what the sales lady had told us to which he shrugged his shoulders and stated that is their policy, period. Called their head office customer service and got the same line.
Of course 20% re-stocking fee is a lot of $$ in this case and it just doesn't seem right that Sears can treat customers this way!
Anyone have any idea's on who we could call that might help us get our $$ back.
It appears as though Sears 100% satisfaction guarantee is NO GUARANTEE at all!
So now I've got a crying wife and I mad as well because I don't like being lied to, nor do I like defective products!! and I'll be darned if we are going to keep ordering furniture only to receive more defective furniture.
TIA
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Feb 23rd, 2012 09:56 PM #1
Had any Dealings with Sears Returns on Furniture?
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Feb 24th, 2012 03:29 AM #2If it's defective upon delivery, Sears has an obligation to remedy the situation. If they cannot, then they should give you their money back. I would hand the store manager a letter - open - after you have read it to him/her stating that if they do not provide a non-defective version of the furniture within X days, you will file a charge-back with your credit card or file a small claim suit.
Originally Posted by johnmark1
It's reasonable to expect new merchandise will be suitable for its intended purpose.
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Feb 24th, 2012 04:09 AM #3
Well what does piping mean out 4 inches? Did the floor model look the same? I mean it's not unreasonable to charge a restocking fee especially if it's minor. Sears gives way better service than most. But you can't expect the world. The days of full refunds are not sustainable. You think Sears can resell that unit? You are lucky it's only a 20% restocking fee.
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Feb 24th, 2012 11:16 AM #4
I think restocking fee applies after 5 days after purchase. Perhaps the first salesperson wasn't clear about this herself. Seeing that she no longer works there might imply that she wasn't very good in the first place (then again it might just be due to the layoffs that has been happening due to financial issues).
Anyway the restocking fee applies only to returns which is normal. Unfortunately you are stuck with your purchase but at least they should let you exchange with non-defective items._______________
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Feb 24th, 2012 07:19 PM #5
Thanks for the idea's peeps.
My wife did let them know about the issue within 5 days, so maybe that's an angle.
"I would hand the store manager a letter - open" The only problem with this is that they are willing to order a new unit, but as the manager says it will most likely still have flaws. I guess we could just keep sending it back until it was in good order. But my wife doesn't like to deal with conflict and is having major surgery next week. She was hoping to have her new living room in place while she recuperates.
" I mean it's not unreasonable to charge a restocking fee especially if it's minor." 4" out on piping that runs vertical on the back and should be located where the cushions meet is in fact a BIG DEAL. My wife is an interior designer and loves to make rooms look nice. It wouldn't look nice at all if one of the major elements is out of whack!! You go ahead and buy a new car or something, let it come with the dash board out a couple of inches then come and tell me it's no big deal !?
You buy and pay for a specific product and that is what you should get, PERIOD! Yes I know some people will complain about anything, but this is not the case.
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Feb 25th, 2012 01:54 AM #6
I had a an issue with their 20% restocking fee as well. Luckily a tech guy came and managed to fix our seats though - I hope you get a resolution. It was a lesson learned never to shop for furniture at Sears ever again.
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Feb 25th, 2012 10:06 AM #7Glad to hear you got resolution! The furiture doctor has already come to the house and stated he can't fix the problem, a new one needs to be ordered Originally Posted by pete_rfd
My wife is going in for surgery next week and she doesn't want to deal with this issue so we'll let them have their 20% . But in the end Sears will loose a customer who has a nice disposable income and has already spent $7000 at their stores in the last 3 months.
Silly how they would rather loose money re-ordering furniture several times in an attempt to get a properly built set as opposed to keeping a good customer! Oh well thank goodness there are still lots of stores that provide good service. Reply With Quote
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Feb 25th, 2012 12:57 PM #8
I wish people would post pictures of these flaws.
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Feb 28th, 2012 08:49 PM #9Why, so you can make determination? Some people would think a couch out of a junk yard was just fine, others not. Originally Posted by Ottomaddox
Just image a vertical line that is out 3-4 inches from the middle of the cushions.
The issue is we didn't get what we paid for, therefore we should not have to pay for it!! Reply With Quote
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Feb 28th, 2012 09:49 PM #10I would sure like to see what your ranting about. You're right, everyone has a different opinion. A picture would sure clear up what exactly you're going on about. Originally Posted by johnmark1
You got the time to write up half a page, but you can't snap a picture?Last edited by Ottomaddox; Feb 28th, 2012 at 09:52 PM.
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Feb 28th, 2012 11:59 PM #11I'm sorry but it's now in the Sears Bargin Bin, where I'm sure someone will buy it thinking they got a great deal. There are people out there that can't even tell that something is wrong with a product even while looking straight at it, I can differentiate. Originally Posted by Ottomaddox
Meanwhile we are out ~$500 because Sears does NOT have a 100% satisfaction guarantee as they claim they do.
Obviously it was bad enough that it was worth us spending $500 to give it back to Sears!
To give you an idea what good service is about. A couple of years ago I bought a Massage chair from the Bodo store in Calgary (which is 150km away) . They too have a 100% satisfaction guarantee. My wife found she didn't like the chair as it was too aggressive for her. When I phoned up the store they said no problem we will deliver a new chair to you next week. Didn't cost us an extra cent, and we live 150km away! Now that is a satisfaction guarantee!!!
Will we ever buy anything from Sears again, NO. Will I be buying a new mattress from the Bodo Store even though it is 150km away? you bet I will. Reply With Quote
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Feb 29th, 2012 03:19 PM #12
Sears is not what it used to be but they are relying on their longstanding tradition of customer satisfaction where you get your money's worth and more but this no longer exists.
You will find that regardless of who you contact, Sears does not care anymore, not about your problem and not about you as a customer. There is a big long blog on the internet which makes for interesting reading but searching out complaints about Sears is not difficult.
I boycotted them long ago. You will hit a brick wall dealing with them. They have created so many obstacles that they hope you give up and go away.
I do think they are starting to hurt based on the recent advertising campaign concerning prices. It's only a matter of time until it all catches up with them.
They will continue to lose customers just like the Royal Bank gains them: one customer at a time. Reply With Quote
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Mar 2nd, 2012 07:55 PM #13Dear johnmark1;14314840 Originally Posted by johnmark1
Please accept our apologies for the problems you have encountered attempting to get your sofa and love seat refunded. I'm not sure how to adequately convey sincerity to you but you should know that we are here to help with this and any other Sears related issue you may be having or have had. My name is Susan and I am part of the Social Media Support Escalations team at Sears and we would like to look into this for you.
At your convenience please contact our office via email at smsupport@searshc.com and a dedicated case manager will contact you directly. In the email, please provide a contact phone number and the phone number the soft and love seat were purchased under (if different than the contact phone number) and we will call you directly. Also, in your email, please provide your screen name (johnmark1;14314840) you used to post on this site, for reference to your issue, and we do look forward to talking to you soon.
Thank you,
Susan R.
Social Media Moderator
Sears Social Media Support Reply With Quote
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Mar 3rd, 2012 11:14 AM #14 “Social media support”?
“Social media support”? Is this more of Sears’ scripted responses to online criticism and complaints? I’ve seen it with Twitter @sears.ca where some determinedly perky soul types out a meaningless, canned response to complaints all day long but little is actually accomplished for the frustrated customer.
It’s a team of people who verbally respond to complaints made via social media -- online complaints that might make Sears look bad and affect the price of shares. Note that what I’m seeing is not necessarily a resolution to the customer service issues, but rather a “public response” to the potentially-damaging complaints about those issues.
Is this more of that, Susan? Because if not, if this is a sincere effort on the part of Sears to finally turn around its customer service problems, then there’s a long line of ticked-off (former) Sears customers here for you to help! Will you also be responding to the disappointed Sears customers in this thread?
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Mar 3rd, 2012 05:40 PM #15
I would say at this point, just take the new sofa, who knows? Maybe it was just a one-off defect and you'll be satisfied.
If not, chargeback on your credit card. Reply With Quote
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